Key Responsibilities and Required Skills for Air Travel Specialist

🎯 Role Definition

The Air Travel Specialist is a customer-facing travel operations role responsible for end-to-end airline reservation management, fare construction and ticketing, passenger re-accommodation during disruptions, and enforcing corporate travel policy. This role requires deep functional expertise in global distribution systems (GDS), IATA ticketing rules, and travel risk management. The ideal candidate balances superior customer service with commercial acumen to control travel spend, optimize itineraries, and provide timely, accurate travel documentation and advisory services for individual and corporate travelers.

📈 Career Progression

Typical Career Path

Entry Point From:

Travel Agent / Reservation Agent with 1–2 years of GDS experience
Airline Customer Service Representative or Ticketing Agent
Customer Service Specialist with strong travel or hospitality exposure

Advancement To:

Senior Air Travel Specialist / Lead Travel Consultant
Corporate Travel Manager / Travel Program Manager
Operations Manager (Travel Services) or Vendor Relations Manager

Lateral Moves:

Corporate Travel Consultant or Account Manager (TMC)
Group Reservations Coordinator
Travel Risk & Duty of Care Specialist

Core Responsibilities

Primary Functions

Manage end-to-end airline reservation and ticketing processes using GDS platforms (Amadeus, Sabre, Galileo) to create, modify and cancel PNRs while ensuring accuracy of passenger name records (PNRs), SSR/OSI entries, seat assignments, and ancillary services.
Construct complex fares and perform fare calculations, rechecks and validations per IATA rules and airline fare bases to ensure cost-effective routings and correct fare usages for both individual and corporate bookings.
Issue, reissue and refund e-tickets accurately in accordance with airline ticketing rules, corporate policy and IATA/ARC standards; reconcile ticketing discrepancies and apply credits, vouchers and refund processes promptly.
Proactively manage flight disruptions, re-accommodations and irregular operations (IROPS) by identifying alternate routings, rebooking on partner carriers, negotiating involuntary reroutes, and communicating options to travelers with urgency and empathy.
Serve as primary point of contact for corporate travelers, travel managers and travel agencies to interpret and apply corporate travel policies, approval workflows and preferred supplier agreements to enforce compliance and reduce out-of-policy spend.
Perform detailed itinerary building for multi-segment, multi-carrier and multi-city travel including complex connections, open-jaw, multi-stop and circle trip itineraries while minimizing layover risk and transit visa issues.
Advise travelers on travel documentation requirements (visa, passport validity, health & entry restrictions), including specific transit/entry restrictions and required documentation to prevent denied boarding or entry.
Execute group and meeting travel bookings, coordinating block space, negotiating group fares with airlines, managing deposit schedules, and maintaining accurate manifest and billing information.
Maintain duty-of-care and travel risk management responsibilities by monitoring travel advisories, real-time disruption alerts, and emergency response protocols; notify and assist impacted travelers and escalate to security partners when required.
Reconcile and audit travel invoices, airline service fees, and supplier billing; work with finance to resolve billing disputes, apply negotiated corporate discounts and maintain accurate travel-related ledger entries.
Deliver high-quality traveler communications — pre-trip advisories, gate changes, delay notifications and rebooking confirmations — through email, phone and chat while maintaining SLA compliance.
Evaluate and upsell ancillary products sensibly (preferred seating, extra baggage, flexible tickets, lounge access) to improve traveler experience while maintaining cost-awareness and corporate policy alignment.
Maintain detailed knowledge of airline network changes, seasonal routings, codeshare agreements and alliance partnerships to find optimal routings and apply correct fare rules and baggage allowances.
Collaborate with travel program vendors (airlines, consolidators, GDS providers, TMCs) to troubleshoot system issues, escalate complex ticketing problems and negotiate ad-hoc rate exceptions or inventory holds when required.
Create and review travel documentation packs for VIPs and high-net-worth travelers including special service requests (SSR), meal requirements, wheelchair assistance and medical travel arrangements to ensure seamless travel.
Track and report key travel KPIs — average ticket cost, out-of-policy booking rate, rebooking rate after disruption, on-time booking completion and customer satisfaction — and recommend process improvements to optimize program performance.
Handle emergency travel arrangements during off-hours, manage last-minute itinerary changes and coordinate with hotels, ground transport and security providers to ensure traveler safety and continuity.
Train and mentor junior reservation agents on best practices for GDS use, fare construction, ticketing rules and customer service protocols to raise team performance and consistency.
Maintain up-to-date certification and knowledge of IATA/ARC policies, DOT regulations, airline contract terms and data protection requirements (GDPR/PDPA) when handling traveler information.
Support corporate audit and compliance initiatives by providing ticketing records, PNR data and supplier invoices during travel program reviews and vendor audits.
Build and maintain traveler profiles, loyalty program numbers and frequent flyer status across carriers to ensure benefits and accruals are applied correctly and to drive traveler satisfaction and savings.

Secondary Functions

Participate in supplier consolidation efforts and RFP evaluations for airlines, consolidators and ancillary service providers to secure preferential rates and improved service levels.
Support ad-hoc travel analytics requests; extract PNR and booking data to help analyze carrier spend, routing patterns and opportunities for cost savings.
Assist in the development and maintenance of corporate travel policy documentation, approval workflows and traveler FAQs to improve self-service and reduce helpdesk volume.
Coordinate with immigration, medical and security partners for travelers requiring special assistance or risk mitigation (medical transport, security evacuation).
Contribute to testing and rollout of GDS integrations, booking tools, online booking tools (OBTs) and travel management software upgrades; document defects and suggested improvements.
Provide input on traveler satisfaction surveys and continuous improvement initiatives to enhance service delivery and SLA performance.
Maintain CRM and ticketing backlog; prioritize escalations and ensure SLA adherence for high-priority corporate accounts.
Liaise with billing and accounts payable to ensure timely settlement of airline invoices, agency commissions and correct application of negotiated discounts.

Required Skills & Competencies

Hard Skills (Technical)

Expert proficiency with Global Distribution Systems (GDS) such as Amadeus, Sabre and Galileo/Travelport for reservations and ticketing.
IATA/ARC ticketing knowledge including fare construction, fare rules, endorsement and exchange/ refund processing.
Strong experience issuing and reissuing electronic tickets, managing refunds, credits, involuntary reroutes and travel supplier reconciliations.
Familiarity with Online Booking Tools (OBT), Travel Management Company (TMC) platforms and corporate booking portals.
Solid understanding of airline alliances, codeshare agreements, interline ticketing and partner fare applications.
Ability to interpret and apply airline contract terms, corporate negotiated fares, and preferred supplier agreements.
Proficient with MS Excel for reporting and analysis (pivot tables, VLOOKUP/XLOOKUP, basic macros) and experience with travel data extraction.
Knowledge of travel risk management tools, duty-of-care processes, and travel advisory monitoring systems.
Experience managing group bookings, block space reservations and group billing/manifest management.
CRM and ticketing systems experience; accurate data entry and PNR management skills.
Familiarity with travel regulatory requirements (IATA, DOT, customs/immigration rules) and document verification processes.
Multilingual or second language skills (preferred in global roles) to support international travelers and local carriers.

Soft Skills

Exceptional customer service orientation with a calm, professional demeanor under pressure.
Strong verbal and written communication skills to clearly explain complex fare rules and itinerary options.
Excellent problem solving and critical thinking skills to design alternate routings during disruptions.
High attention to detail and accuracy when handling PNRs, ticketing entries and financial reconciliation.
Time management and prioritization skills to handle high-volume, time-sensitive bookings and emergencies.
Negotiation and vendor management capability to secure favorable solutions with airlines and partners.
Empathy and diplomacy for sensitive traveler interactions, including medical or emergency situations.
Team collaboration and mentoring aptitude to support junior agents and cross-functional stakeholders.
Adaptability to changing airline policies, system updates and rapidly evolving travel restrictions.
Ethical handling of confidential traveler data and adherence to privacy and compliance standards.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent; proven industry experience may substitute formal education.

Preferred Education:

Bachelor’s degree in Hospitality, Tourism Management, Business Administration, Aviation Management, or related field.

Relevant Fields of Study:

Hospitality & Tourism
Business Administration
Aviation / Airline Management
Travel & Tourism

Experience Requirements

Typical Experience Range: 2–5 years in airline reservations, ticketing, or corporate travel roles.

Preferred:

3+ years managing airline reservations and ticketing in a corporate travel environment or travel management company (TMC).
Certification or coursework in IATA ticketing, travel consultancy certification (e.g., Certified Travel Counselor) or GDS-specific certifications are a strong plus.