Flight Centre Travel Group - Leisure Air Support Specialist - Remote, CAN

Flight Centre Travel Group - Leisure Air Support Specialist - Remote, CAN

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia.

FCTG also operates a global corporate travel management network, which extends to more than countries through company-owned businesses and independent licensees.

The company opened its first leisure travel shop in Sydney, Australia in 2 and listed on the Australian Securities Exchange in 5.

Our purpose is to open up the world for those who want to see . Every day, we give people all around the world the opportunity to experience something really amazing travel!

To learn more about Flight Centre Travel Group please click

About The Opportunity

To provide and assist with air solutions for all leisure and corporate brand consultants across the Americas. Assisting consultants with PNR related questions and issues via phone calls and email.

Providing main point of contact between the frontlines and Air Ops teams, as well as airline support teams.

Key Responsibilities

• Provide support for GDS, Independent Airfares Online, and TP Connects bookings, for all frontline agents across leisure, wholesale, and corporate brands
• Provide assistance via phone calls and email
• Use airline rules and policies to determine immediate resolutions to PNR and Air related questions and issues, including but not limited to name corrections, involuntary changes, denied boardings.
• Assist consultants to find solutions and better understand systems, processes and product.
• Liaise with airline partners to help minimize losses, where necessary
• Assist consultants with quoting exchanges on airline tickets
• Validate commissions on airline tickets
• Recognize appropriate opportunities to utilize service funds managed by Air Support, to minimize frontline and AirOps losses and maximize earnings
• Focus consistently on improving customer experience across all brands
• Handle complaints positively and escalate to leadership when necessary
• Send important Air and Ticketing information via consultant facing Workplace pages in a timely manner
• Develop training documents for frontline consultants
• Assist offshore and afterhours Air Support teams with complicated queries
• Effective communication of changes implemented by Air Operations to all affected brands and businesses.
• Send important Air and Ticketing information via Workplace / SharePoint pages in a timely manner
• Ensure maximum level of accuracy is maintained, to prevent write off due to errors
• Proactive development within team and AirOps
• Tracking of consultant queries / questions to improve Frontend training
• Travel may be required at times to facilitate training & development and staff meetings / conferences.

Experience & Qualifications

• Minimum 1 year Fares and Sabre experience
• Minimum one year FCTG knowledge
• Superior knowledge of airfare construction
• Superior knowledge of Flight Centre contracts, both commissions and bulk fares
• Ability to understand fare rules and interpret how they affect a booking
• Superior knowledge of airline industry standards and procedures and how they affect bookings
• Excellent open and honest communication with team members, customers, and colleagues via all forms of communication.
• Build and maintain positive relationships with all airline reps and contacts
• Ability to adapt to and implement new information and changes according to the requirements of airlines and the FCTG business

Work Perks! - What’s in it for you :

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset.

It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun : At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition : Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts : Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel : We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections : We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion Diversity Day : paid leave to observe holiday or cultural celebration of your choice Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice) DEI education Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job : We offer genuine opportunities for people to grow and evolve
• We back our people all the way : We are strongly committed to supporting every single employee in their professional and personal development.
30+ days ago