Reservations and Ticketing Agent (Flights Customer Service)

About Wego:

We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to travel. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travellers all around 1the world.

Today, Wego is the number 1 travel metasearch engine in the Middle East. There are millions of users on Wego every month — people who travel for adventure, for work, for family and for many other reasons. That’s why we work tirelessly to make your experience of planning & booking flights, hotels and trips as seamless as possible.

Position Overview

Our Flight Operations & Fulfilment Team operates 24/7, 365 days a year, and is comprised of experienced, highly skilled Reservation & Ticketing Agents. The team specialises in flight booking and ticketing using GDS systems and airline portals, with a strong foundation in IATA Fares and Ticketing.

As part of this team, you must demonstrate full competence in the operational processes of airline ticket issuance, reconciliation, and fulfilment. A solid understanding of BSP Processes including; Refunds, and Reconciliation is essential.While automation handles most of our routine processes, this team manages the complex cases automation cannot cover. You will play a critical role in monitoring, auditing, and manually resolving booking and ticketing issues to ensure operational excellence.

Key Responsibilities

Ticketing & Reservation Management

• Process modifications of flight reservations and tickets, including exchanges, voids, cancellations, and refunds.
• Investigate and resolve ticketing failures, reporting root causes to relevant stakeholders.
• Monitor ticket issuance deadlines, ensuring compliance with fare rules and airline regulations.
• Optimise costs through reissues, cancellations, and re-bookings while maintaining booking accuracy.

Fare & Cost Management

• Apply advanced fare strategies to secure optimal pricing for domestic and international bookings.
• Conduct multi-PCC and multi-GDS fare shopping to reduce costs.
• Collaborate with global consolidators and leverage different BSP markets to maximise commissions and minimise fares.

System Monitoring & Quality Control

• Perform quality control checks to ensure compliance with booking rules and industry regulations.
• Monitor booking and ticketing systems, identifying and resolving operational challenges proactively.
• Provide GDS guidance and support to customer service teams in handling ticketing complexities.

Communication & Reporting

• Manage incoming requests through systems with accuracy and timeliness.
• Handle escalated calls, offering expert advice and resolution.
• Maintain accurate customer profiles, invoicing, and documentation of booking activities.

Process Improvement

• Identify opportunities to enhance workflows and improve booking/ticketing processes.
• Provide constructive feedback and recommendations to improve efficiency across ticketing and fulfilment operations.

Qualifications & Skills

• Education: High school diploma required; degree in tourism, hospitality, or related field preferred.
• Certification: IATA certification strongly preferred.
• Experience:
• Minimum of 3 years as a reservation & ticketing agent handling complex bookings.
• Proficiency in at least one GDS (Sabre, Travelport, or Amadeus).
• Experience with regional LCCs and online booking tools.
• Technical Knowledge:
• Deep understanding of airline fare types, BSP reconciliation, and payment methods (Cash BSP, ARC Clearing House, VCC, UATP, IEP).
• Familiarity with GDS cryptic commands preferred.
• Languages: Fluent in Arabic and English (additional languages are a plus).

Skills:

• Strong communication and problem-solving skills.
• Ability to work under pressure, manage multiple tasks, and operate both independently and within a team.

Why Join Us?
We are the fastest-growing flight company in the Middle East, operating in a dynamic and fast-paced environment.

Our teams are always exploring ways to improve, innovate, and grow. If you’re passionate about aviation, thrive under pressure, and are ready for a challenge, we want to hear from you.