Travel Customer Escalation Executive

Travel Customer Escalation Executive Ground Services & Cruises

Role Overview

As the Travel Customer Escalation Executive – Ground Services & Cruises, you will handle complex, high-priority customer cases involving cruise bookings, ground transfers, hotels, excursions, and other non-air travel components. You’ll act as the main escalation point for customer concerns, working closely with suppliers, cruise partners, and internal operations teams to ensure timely, and satisfactory resolutions.

Your role will be pivotal in maintaining Brightsun’s long-standing reputation for exceptional service, empathy, and integrity.

Key Responsibilities

Take ownership of all escalated cases related to cruise holidays, transfers, hotels, car hire, and land-based packages.

Liaise directly with cruise lines, ground operators, hotels, and tour suppliers to resolve issues promptly.

Investigate complex cases and identify root causes, ensuring corrective actions are implemented.

Develop and maintain escalation workflows and response standards specific to cruise and ground service operations.

Train and support frontline service agents in managing challenging customer situations and improving first-contact resolution.

Monitor escalation trends and prepare regular performance and improvement reports for senior management.

Ensure that all escalation handling complies with Brightsun’s policies, supplier contracts, and consumer protection standards.

Collaborate with commercial and product teams to address supplier performance issues and prevent future escalations.

Qualifications & Experience

3+ years of experience in the travel or hospitality industry.

Proven track record in customer escalation or complaint management roles.

Excellent communication, negotiation, and conflict-resolution skills.

Ability to manage high-pressure situations with empathy and professionalism.