Air Sales & Operations Specialist

Air Sales & Operations Specialist

Job Type:

Location:

Reporting to:

Job purpose:

The Air Ticketing & GDS Operations Specialist is responsible for managing all aspects of GDS ticketing, quality control, refund and reissue processing, queue management, and support for mid-office and reservation systems. This role ensures operational accuracy, efficiency, and exceptional customer service while supporting internal teams, external partners, and client inquiries. The ideal candidate is detail-oriented, analytical, and thrives in a fast-paced, deadline-driven environment.

What will be your key responsibilities?

Air Sales & Operations Specialist

1. Manage and process all GDS ticket requests and perform full quality control (QC).
2. Handle all refunds and reissues in accordance with established SLAs.
3. Process all involuntary reissues at least six weeks prior to departure.
4. Ensure all manual fare optimization opportunities are identified and tracked.
5. Handle and escalate GDS issues (IRs) to the GDS lead as required.
6. Complete all group ticketing requests within agreed SLA timelines.
7. Verify fares and payment details before ticket issuance.
8. Report fare errors found in GDS or TBX/Ivector immediately to the team lead or manager.
9. Ensure all reissue, new ticket, and refund script notes are accurately completed before queuing to ticketing.

Queue, System & Operational Management

1. Assist in balancing the mid-office system and troubleshoot issues related to GDS, mid-office, Ivector/TBX/Midoco, or in-house reservation tools.
2. Support BSP and ARC debit memo resolution, including internal and external account inquiries.
3. Identify efficiency improvements and recommend workflow or procedural changes.
4. Assist with the implementation of new technologies that optimize operational efficiency.
5. Ensure policies and procedures remain current, accurate, and adhered to.
6. Monitor and track KPIs, ensuring targets are met or exceeded.
7. Report and track potential fraud in real time.
8. Carry out assigned route-specific and queue management responsibilities.

Customer Service, Sales & Communication

1. Stay fully logged into phone systems for the entire shift.
2. Complete all client or agent requests—including quotes, changes, and complaints—on the same day, unless instructed otherwise.
3. Ensure all PNRs contain proper action or information remarks after every communication.
4. Provide accurate quotes using dedicated formats, including ticketing deadlines, change fees, and cancellation penalties.
5. Follow up on all quotes via phone and ensure strong closing efforts per company policy.
6. Confirm ancillary needs at booking: seats, luggage, meals, rewards programs, and frequent flyer information.
7. Send invoices, commission refunds, and e-tickets the same day of issuance or full payment.
8. Assist with after-hours files from all sales channels as required.

What are we looking for?

• Technical & Industry Expertise

  Advanced knowledge of Sabre, Amadeus, and in-house systems such as TBX, Ivector, Midoco, TravCom, MS365, and related software.
• Strong understanding of fare construction using net, published, and private fares.
• Ability to action GDS queues efficiently and accurately.
• Knowledge of BSP/ARC processes.
• Understanding of group sales and group ticketing procedures.
• Strong knowledge of airline routings, world geography, and mid-office functionality.

• Professional Skills

  Superior internal and external customer service abilities.
• Excellent verbal and written communication skills.
• Strong sales aptitude with proven closing skills and upselling willingness.
• Ability to work under pressure and meet strict deadlines.
• Strong problem-solving and analytical skills.
• High level of accuracy with numbers and strong math skills.
• Ability to work independently and as part of a team with a positive, solutions-oriented mindset.
• Prior experience with call-center phone systems preferred.

Additional Requirement

• Willingness to attend on-site and off-site training seminars.
• Commitment to maintaining professionalism and care in all customer interactions.

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com