Reservation & Ticketing Agent

Role Overview

The Reservation & Ticketing Agent plays a vital role in providing accurate and compliant ticketing, reservation, and ancillary services for the customer airlines at Zayed International Airport. This position prioritizes maintaining high service quality, meticulous financial management, and strict adherence to airline, airport, and regulatory standards, while assisting passengers during routine and disrupted travel situations.

Core Responsibilities

• Issuing both manual and system-produced Electronic Miscellaneous Documents (EMDs) and other manual paperwork for client airlines operating at the airport.
• Conducting ticketing operations including issuance and reissuance of tickets and add-on services using the Amadeus reservations desktop system.
• Arranging ground transportation for passengers whose travel plans have been disrupted.
• Submitting daily reports to respective finance teams regarding the issued documents for customer airlines.
• Managing cash and credit card sales with shift-wise reconciliations, reporting findings to the duty Operations Supervisor, and ensuring proper cash deposits to designated accounts.
• Handling inquiries and chargeback cases, providing supporting documentation to finance and revenue departments of customer airlines.
• Preparing and submitting sales and revenue reports on daily, weekly, and monthly timeframes to relevant airline authorities.
• Overseeing stock control, issuance, segregation, reporting, and replenishment of Electronic Baggage Tags (EBTs) and Miscellaneous Charge Orders (MCOs).
• Administering petty cash within the hub by releasing funds with required approvals and documentation and updating the petty cash tracker for replenishment purposes.

Qualifications & Experience

• Possession of any degree, preferably in Aviation, Airline Management, or a related field, or equivalent relevant experience.
• Completion of certification programs in IATA or Ticketing and Fare Calculations.
• A minimum of two years of professional experience in the aviation sector, particularly within an operational setting, including participation in relevant training.
• Proficiency in English communication, both written and spoken.
• Advanced skills in Microsoft Office applications, especially Excel.
• Availability and willingness to undertake work in a rotating shift schedule.