Job Description

The Airline Ticketing Agent is responsible for managing and maintaining accurate air-fare data, including rules, taxes, and surcharges for both domestic and international travel. This role supports internal departments and external airline partners by ensuring timely and precise loading, assisting with ticketing and exchanges, and resolving pricing discrepancies. A strong focus on internal collaboration and customer satisfaction is essential. Key responsibilities include providing responsive, high-quality customer service to internal departments while supporting both internal and external customer satisfaction; monitoring and maintaining all domestic and international airline fare rules, including restrictions, applicable taxes, fees, and surcharges, across all Pleasant Holidays products; managing air ticketing, exchanges, and issuance of Miscellaneous Charge Orders (MCO) for new and existing reservations for both international and domestic destinations; inputting, managing, and updating intra-destination transportation segments for all covered travel areas; partnering with internal departments to resolve pricing and loading issues in a timely and accurate manner; assisting with customer-facing needs including flight and date changes both pre- and post-travel; supporting Air Operations with corrections such as name changes and schedule updates to ensure accurate itineraries; conducting weekly review and resolution of airline debit memos while implementing steps to reduce future occurrences; performing other duties as assigned, contributing to team collaboration and customer experience goals. Prerequisites include minimum two years of experience with Apollo, working with a tour operator, consolidator, or airline; intermediate+ in Microsoft Office programs including Excel, Word, and Access is preferred; detail-oriented with strong organizational skills and the ability to prioritize in a fast-paced, team-oriented environment; high school diploma or equivalent required; college degree preferred; strong interpersonal and communication skills to support both internal teams and external customers; ability to troubleshoot and resolve booking-related issues while collaborating cross-functionally. Hours/Location: Monday – Friday, 8:30 AM – 5:30 PM, based in Westlake Village / Saturday rotation required.

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