| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Entry level |
| Reports to | Travel Branch Manager |
| Direct reports | None |
| Experience | Fresher or up to 3 years in ticketing |
Ticketing Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Ticketing Executive
Department: Hospitality
Reports to: Travel Branch Manager
Location: [City], [office, branch or site]
About the role
A Ticketing Executive books flight, train and bus tickets for customers and handles changes and refunds. They search fares, issue tickets, manage bookings and keep documentation accurate. The role reports to the Travel Branch Manager. A good Ticketing Executive finds the best fares quickly, issues tickets without errors, handles changes and cancellations smoothly and keeps customers informed, so travellers get the right ticket at a fair price with no nasty surprises at the airport.
Key responsibilities
- Search fares and book flight, train and bus tickets for customers.
- Issue tickets accurately with correct names, dates, routes and fares.
- Handle date changes, cancellations, refunds and rebookings as per rules.
- Advise customers on fares, routes, baggage and travel requirements.
- Process payments and issue receipts and travel documents correctly.
- Manage bookings through the GDS and airline and supplier portals.
- Track fare rules, deadlines and ticket time limits to avoid loss.
- Handle customer queries and issues on bookings promptly and clearly.
- Coordinate with airlines and suppliers on schedule changes and disruptions.
- Maintain accurate records of bookings, refunds and payments for audit.
Requirements
- Degree or diploma in travel and tourism
- GDS and ticketing training
- IATA knowledge is an advantage
- Fresher or up to 3 years in ticketing
KRAs and KPIs for a Ticketing Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Ticketing accuracy | Ticketing errors held near zero to avoid loss or rebooking cost |
| Turnaround | Quotes and tickets issued within the agreed time of request |
| Customer satisfaction | Customer satisfaction on ticketing held above the agreed level |
| Refund handling | Changes and refunds processed within the agreed time and rules |
| Fare efficiency | Best available fares offered within the customer's need |
Skills and tools
Tools used day to day: GDS such as Amadeus, Airline booking portals, CRM, POS billing, MS Excel.
Reporting line and career path
Next roles: Travel Consultant, Travel Branch Manager, Holiday Package Executive
Interview questions for a Ticketing Executive
- How do you search and offer the best fare to a customer?
- How do you issue a ticket without errors?
- How do you handle a date change and reissue?
- How do you process a cancellation and refund?
- How do you avoid losing a booking to a ticket time limit?
- How do you handle a schedule change from the airline?
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What does a Ticketing Executive do?
A Ticketing Executive books flight, train and bus tickets for customers and handles changes and refunds. They search fares, issue tickets accurately, advise on routes and baggage, process payments and manage bookings through the GDS. They track fare rules and deadlines, reporting to the Travel Branch Manager.
What is a GDS in ticketing?
A GDS, or global distribution system, such as Amadeus, is the platform ticketing staff use to search fares and book flights and other travel in real time. Skill on a GDS lets a ticketing executive find the best options quickly and issue tickets correctly, which is central to the role.
What qualifications does a Ticketing Executive need?
Most Ticketing Executive roles ask for a degree or diploma in travel and tourism with GDS and ticketing training. Freshers with a course are welcome. IATA knowledge is an advantage, along with accuracy, fare knowledge and good customer service to avoid errors and losses.