Travel Ticketing and Fulfilment Specialist – ABPO

Job Description

About the Opportunity

ABPO is expanding its travel sales and fulfilment operations alongside its international contact-centre business. As part of this growth, the company is seeking an experienced and detail-oriented Ticketing & Travel Fulfilment Specialist to manage the post-sale travel process.

The successful candidate will be responsible for ensuring that bookings are accurately processed, tickets are issued correctly, and customer itineraries remain properly managed when airlines or travel suppliers make changes. This role will work closely with sales teams, customers, airlines, suppliers and other stakeholders to deliver a seamless travel experience from booking through to fulfilment.

This is an excellent opportunity for a travel professional with strong ticketing expertise who understands fare rules, itinerary servicing and the operational requirements involved in managing complex travel bookings.

Key Responsibilities

Ticket Issuance & Booking Management

• Issue airline tickets and confirm Passenger Name Records (PNRs) using approved booking, supplier or travel platforms.
• Verify passenger information, travel dates, routing and other booking details before ticket issuance.
• Process ancillary services, including baggage, seat selection and other applicable travel-related services.
• Review fare conditions, ticket restrictions, baggage allowances, change penalties and refund rules to ensure accurate ticketing.
• Ensure all bookings are completed in accordance with company procedures, supplier requirements and applicable airline policies.

Reissues, Refunds & Schedule Changes

• Manage airline schedule changes and communicate relevant updates to the appropriate teams and customers.
• Process ticket reissues, cancellations, refunds and itinerary amendments accurately and within required timelines.
• Resolve booking and ticketing discrepancies and liaise with suppliers where exceptions or escalations arise.
• Monitor affected bookings and ensure customers receive appropriate solutions following airline-initiated changes.

Complex Travel Itineraries

• Provide technical ticketing support for complex travel arrangements, including multi-city itineraries, premium cabin bookings, family travel, group bookings and special service requests.
• Advise sales teams on the practical and ticketable aspects of proposed itineraries.
• Identify potential fare, routing or ticketing challenges before commitments are made to customers.
• Support the sales team in developing travel solutions that are commercially viable and operationally deliverable.

Sales Team Support & Training

• Work closely with travel sales professionals and “closers” to ensure accurate fulfilment of confirmed bookings.
• Provide guidance on airline ticketing fundamentals, fare rules, baggage policies, itinerary restrictions and booking procedures.
• Help sales colleagues understand what can realistically be booked, ticketed and serviced.
• Share updates and practical knowledge to minimise booking errors and improve the overall customer experience.

Quality Assurance & Customer Service

• Conduct thorough quality checks before and after ticket issuance.
• Maintain a high level of accuracy when handling passenger information, fares, ticket conditions and travel documentation.
• Respond promptly to operational issues and customer-related ticketing concerns.
• Maintain clear records of ticketing activities, amendments, refunds and supplier communications.
• Protect customer information and maintain confidentiality throughout the fulfilment process.

Qualifications & Experience

The ideal candidate should have:

• At least 3 years of relevant experience in airline reservations, travel agency ticketing, consolidator operations, OTA fulfilment or a closely related travel environment.
• Practical experience using at least one recognised booking or reservation platform, including a GDS, airline reservation portal, OTA platform or modern API-enabled travel technology.
• Strong practical knowledge of airline ticketing procedures and travel fulfilment.
• Demonstrable understanding of fare rules, ticket restrictions, reissues, refunds and cancellations.
• Good knowledge of baggage allowances, itinerary changes and airline servicing procedures.
• Experience handling complex travel arrangements will be an advantage.
• Previous experience working with an IATA-accredited travel agency or similar environment is desirable.

Key Skills & Competencies

The successful candidate should demonstrate:

• Strong technical knowledge of travel ticketing and fulfilment.
• Excellent attention to detail and accuracy.
• Ability to interpret and apply airline fare rules and ticket conditions.
• Strong problem-solving and decision-making skills.
• Ability to work effectively under pressure and meet time-sensitive deadlines.
• Excellent written and verbal communication skills.
• Strong customer service orientation.
• Ability to manage multiple bookings and competing priorities.
• Good interpersonal and teamwork skills.
• Ability to work independently with minimal supervision.
• High level of integrity, accountability and professionalism.
• Willingness to adapt to new travel technology and booking platforms.

What Will Make You Successful

You will be well suited to this role if you are someone who enjoys the operational side of travel and takes pride in getting the details right. You should be comfortable dealing with airline changes, resolving ticketing challenges and finding practical solutions when itineraries do not go according to plan.

The ability to combine technical ticketing expertise, commercial awareness and excellent customer service will be critical to success in this position.

How to Apply

Interested and qualified candidates should send their updated CV to jobs@abpo.org

Email Subject: Ticketing Specialist – [Your Name]

In the body of your email, please indicate:

1. The booking, reservation or ticketing system(s) you have experience using; and
2. Whether you have previously worked with an IATA-accredited travel agency.

Only candidates whose experience closely matches the requirements may be contacted for the next stage of the recruitment process.

Source: This vacancy has been professionally rewritten and expanded based on information published by ABPO through its official company channels/website. The wording above has been independently restructured for job-board publication.