Sr. Executive / Executive - Reservations & Ticketing (Customer Experience)

Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo (Le Travenues Technology Limited) is a technology company focused on empowering Indian travellers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travellers in making smarter travel decisions by leveraging artificial intelligence. The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, and cabs, and provide travel utility tools and services developed using in-house proprietary algorithms and crowd-sourced information. With over 54 crore Annual Active Users in Fiscal 2025, ixigo is the leading OTA for Next Billion Users in India. For more information, please visit http://www.ixigo.com

Job Description

Work Schedule: 24×7 Rotational Shifts

Qualification: Completed Bachelor’s Degree in any discipline

Job Summary

The Senior Executive – GDS Ticketing is responsible for managing end-to-end airline ticketing operations, ensuring accurate and timely processing of bookings, ticket issuance, reissuance, refunds, exchanges, cancellations, and schedule changes using Verteil and Amadeus, Galileo GDS platforms.

The role requires strong expertise in complex ticketing scenarios, airline fare rules, penalties, BSP processes, ancillary services, and Airline Debit Memo (ADM) investigation and dispute management with a strong focus on accuracy, compliance and zero escalations.

Key Responsibilities

• Manage end-to-end GDS ticketing operations using GDS.
• Process flight bookings, modifications, cancellations, schedule changes and name corrections in accordance with applicable airline policies.
• Handle complex ticketing scenarios involving fare calculations, penalties and ticket validity requirements.
• Manage GDS queues, customer escalations and ensure timely case resolution.
• Process ancillary services (EMD issuance, reissuance and refunds) wherever applicable.
• Handle customer interactions via calls and emails as applicable, in line with defined SOPs.
• Investigate, validate and Dispute ADMs raised by airlines for ticketing errors, incorrect penalties, refund errors, and other ticketing-related violations.

Qualifications

Skills & Qualifications:

• Required Skills & Competencies
• Strong hands-on expertise in Amadeus and Galileo GDS.
• Minimum 3 years of relevant experience in airline ticketing.
• In-depth understanding of:
  • Airline fare rules, fare construction, taxes, penalties, and fare calculations.
  • Ticket issuance, exchanges, reissuance, cancellations, and refunds.
  • Voluntary and involuntary changes, including airline schedule changes.
  • Name corrections and ticket validity requirements, subject to airline policies.
  • EMD issuance, reissuance, and refunds, wherever applicable.
  • PNR history, ticket records, GDS queues and ticketing workflows.
  • BSP processes and airline ticketing compliance requirements.
  • Working knowledge of ADM investigation, root-cause analysis, charge validation and dispute preparation.
• Excellent written and verbal communication skills.
• Ability to manage high-volume BAU operations, meet SLAs, and work independently in a 24×7 rotational shift environment.

Preferred Qualifications

• Graduate in Travel & Tourism or a related discipline
• Certification in Amadeus and/or Galileo (preferred)
• Hands-on experience in ADM dispute management

Additional Information

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.