Airline Customer Support expert

Airline Customer Support Expert (IRROPS Specialist)

Location:

Engagement Type:

About the Role

senior airline customer support professional

B2E → B2C perspective

What You’ll Do

• Validate

  IRROPS workflows

  for real-world accuracy
• Review

  rebooking logic

  , rerouting rules, and inventory constraints
• Assess

  refunds, vouchers, and compensation logic

• Evaluate

  escalation paths

  used by frontline agents
• Identify operational bottlenecks during high-disruption scenarios
• Provide expert feedback grounded in airline operations

Ideal Background

• Customer Service Supervisor or Lead (Airline Contact Center / Reservations)
• Airline customer support professional experienced in disruptions, rebooking, refunds, and escalations
• OR contact center strategy/design consultant with airline industry experience

Nice to Have

• Experience with

  Genesys

  or similar contact center tools
• Familiarity with airline

  PSS systems

  (Sabre, Amadeus, Navitaire, etc.)
• Knowledge of passenger rights and airline policies (EU261, US DOT, APPR)
• Understanding of rerouting constraints across countries and fare rules

Preferred Experience

Background with airlines such as Delta, United, American Airlines, Air Canada, British Airways, Lufthansa, KLM, Emirates, Qatar Airways, Qantas, JetBlue, WestJet, or similar carriers with complex disruption operations.

Engagement Details

• Part-time, flexible hours
• Fully remote
• Contract or advisory engagement
• Compensation based on experience

Apply Now

Send your profile and a brief summary of relevant experience to:

sandeep.patel@truelancer.com