Key Responsibilities and Required Skills for Air Travel Consultant

🎯 Role Definition

The Air Travel Consultant is responsible for delivering end-to-end air travel solutions for leisure and corporate clients. This role combines advanced knowledge of Global Distribution Systems (GDS), fare construction, airline policies, and travel regulations with exceptional client service, problem solving, and commercial acumen. The consultant builds tailored itineraries, issues tickets, manages fare and schedule changes, handles travel disruptions, advises on visas and documentation, and drives revenue through upselling ancillaries and premium services. The ideal candidate balances accuracy and speed with consultative sales skills and a strong understanding of travel risk management and compliance.

📈 Career Progression

Typical Career Path

Entry Point From:

Travel Agent / Travel Consultant (leisure-focused)
Airline Reservations Agent or Call Center Representative
Customer Service Representative with travel exposure

Advancement To:

Senior Air Travel Consultant / Team Lead
Corporate Travel Manager or Account Manager
Product Manager (Air, Ancillaries, GDS integrations)
Regional Sales Manager, Travel Services

Lateral Moves:

Corporate Travel Coordinator / Meeting & Event Travel Specialist
Global Distribution System (GDS) Trainer or Specialist
Travel Technology / CRM Implementation Specialist

Core Responsibilities

Primary Functions

Manage end-to-end air travel bookings for individual and corporate clients using Amadeus, Sabre, Galileo/Travelport, or comparable GDS platforms, ensuring accuracy in PNR creation, fare quoting, seat assignments, and ticketing.
Interpret complex fare rules and perform fare construction to produce cost-effective itineraries, including multi-city journeys, open-jaw tickets, and mixed-cabin routings for both leisure and corporate travelers.
Issue and reissue electronic tickets (ETKs) in compliance with IATA and airline-specific ticketing policies, including handling eMDs, refunds, exchanges, and voluntary/involuntary involuntary re-accommodation procedures.
Proactively monitor flight schedules, cancellations, and irregular operations (IROPs), quickly rebook and reroute passengers, and coordinate with airlines and ground providers to minimize disruption and maintain high customer satisfaction.
Serve as the primary advisor on corporate travel policy implementation—review travel requests for policy compliance, apply preferred fares, negotiate corporate discounts, and prepare cost-saving alternatives for travel managers.
Provide consultative pre-trip guidance on passport and visa requirements, health and vaccination advisories, travel insurance options, and customs/entry restrictions for domestic and international travel.
Manage group bookings and charter segments including seat blocks, group fare negotiations, rooming lists (where relevant), and coordination with event planners for large corporate or leisure groups.
Upsell ancillaries and value-added services—preferred seating, extra baggage, lounge access, fast track, and hotel/transfer bundling—while maintaining transparency around fees and benefits.
Maintain detailed traveler profiles and preferences in CRM or TMC platforms, including frequent flyer numbers, seating preferences, meal requests, and loyalty status to drive personalized service and retention.
Produce and deliver clear, timely itinerary confirmations, travel itineraries, and client communications across email, SMS, and mobile app channels; ensure documents comply with regulatory and corporate requirements.
Liaise with airlines, ground handlers, visa agencies, and travel partners to resolve booking conflicts, special service requests (SSR), and to arrange special assistance for passengers with disabilities or medical needs.
Manage credit card authorizations, billing, invoicing, and supplier reconciliations for ticket purchases, refunds, and supplier adjustments; maintain proper financial controls and documentation.
Analyze travel spend and booking patterns for corporate clients, generate savings recommendations, and collaborate with procurement or account teams to implement negotiated supplier programs.
Support duty-of-care and travel risk management by tracking traveler locations, issuing travel advisories and evacuation support during emergencies, and coordinating with global security providers when needed.
Execute time-sensitive tasks during peak travel periods, exhibiting high accuracy under pressure when processing multiple itineraries and special requests simultaneously.
Handle complex itinerary changes involving multi-airline partnerships, interline agreements, and codeshare adjustments while maintaining fare integrity and minimizing cost impact to the client.
Train and mentor junior consultants on GDS workflows, ticketing processes, customer service standards, and corporate travel policies to build team capability and consistency.
Maintain up-to-date knowledge of airline schedules, route launches, seasonal capacity changes, fare sales, and industry trends to proactively advise clients and capitalize on booking opportunities.
Ensure compliance with data protection regulations and company policies when handling client personal data, payment information, and travel documentation.
Gather and act on client feedback to continuously improve booking processes, service scripts, and customer satisfaction metrics, escalating recurring issues to management for resolution.
Prepare detailed post-travel reconciliations, travel reports, and invoicing support for corporate clients and internal finance teams, including chargebacks, refunds, and supplier credits.
Coordinate closely with hotel and ground transport teams to package air plus ground solutions and to ensure seamless end-to-end travel experiences for customers.

Secondary Functions

Assist marketing and sales teams by providing air-product knowledge, promoting seasonal offers, and contributing to campaign messaging targeted at corporate or leisure segments.
Participate in performance reviews and service quality audits, compiling metrics on booking accuracy, first-call resolution, and customer satisfaction (NPS/Csat).
Support the integration and testing of travel technology platforms (GDS, TMC tools, booking engines, and mobile apps), providing user feedback and acceptance testing.
Develop and maintain a library of routing, fare rule examples, and knowledge-base articles to reduce handling time and standardize responses for frequently encountered booking scenarios.
Coordinate with supplier relations and contracts teams to manage airline contract negotiations, preferred inventory access, and to resolve supplier billing disputes.
Contribute to continuous improvement initiatives—streamlining booking processes, implementing automation for repetitive tasks, and optimizing cost approvals for travel managers.

Required Skills & Competencies

Hard Skills (Technical)

Advanced proficiency with one or more Global Distribution Systems (GDS) such as Amadeus, Sabre, Galileo/Travelport, including PNR management, fare retrievals, and queue handling.
Strong ticketing knowledge and IATA procedures for e-ticket issuance, refunds, reissues, endorsements, and prorate calculations.
Fare construction and price validation skills, including use of rule-based pricing, private fares, corporate negotiated rates, and fare basis interpretation.
Expertise in airline schedules, code-share handling, alliances, and interline/prorate agreements to build compliant multi-carrier itineraries.
Familiarity with corporate Travel Management Company (TMC) tools, online booking tools (OBT), and traveler profile management systems.
Competency in travel risk management platforms and traveler tracking tools for duty-of-care responsibilities.
Working knowledge of visa, passport, health, and customs entry requirements for major global destinations.
Experience with CRM systems, invoicing platforms, and basic accounting reconciliation for travel transactions and supplier settlements.
Solid MS Office skills—Excel for reporting and spend analysis, Outlook for client communications, and PowerPoint for presenting travel program results.
Familiarity with travel industry regulations, GDPR/data protection for passenger data, and anti-fraud/payment security best practices.
Ability to read and interpret airline contract and commission agreements, and to apply supplier-specific booking rules and blackout periods.

Soft Skills

Exceptional verbal and written communication, able to explain complex itinerary changes and fare rules clearly to clients and stakeholders.
Strong problem-solving skills and the ability to make rapid, client-focused decisions during travel disruptions.
High attention to detail to ensure ticketing accuracy, correct traveler documentation, and compliance with travel policies.
Commercial mindset with ability to upsell relevant ancillaries and identify cost-saving solutions for corporate accounts.
Time management and prioritization skills when handling high-volume booking queues and competing deadlines.
Empathy and customer-focus to manage stressed or disrupted travelers with patience and professionalism.
Negotiation skills when working with suppliers or negotiating group and corporate rates.
Cultural sensitivity and global awareness when advising clients on cross-border travel requirements and etiquette.
Team player who can train others, share knowledge, and collaborate with cross-functional teams (sales, ops, finance).
Resilience and adaptability to thrive in a fast-paced travel environment with frequent schedule and policy changes.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent; vocational certification in travel & tourism or customer service is acceptable.

Preferred Education:

Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field.
Professional certifications such as IATA/UFTAA, CTC (Certified Travel Counsellor), or employer-specific GDS certification are advantageous.

Relevant Fields of Study:

Hospitality / Tourism Management
Business Administration / Commerce
Aviation / Airline Management
Customer Service / Communications

Experience Requirements

Typical Experience Range:

1–5 years in airline reservations, travel agency, or corporate travel roles.

Preferred:

3+ years' experience as an Air Travel Consultant, Corporate Travel Agent, or Airline Reservations Specialist with demonstrable GDS and ticketing expertise.
Prior exposure to corporate travel programs, travel policy management, and travel risk/duty-of-care programs preferred.