Coordinator – Reservations Services

MAIN OBJECTIVE OF ROLE

To provide support to the network through functions within the Reservations Services, Group Services, Visa Services, Staff Travel, Credit Card call outs and Agency Support teams, on a 24/7 basis.

KEY RESPONSIBILITIES

1.       Handles reservation queries from stations across the network and Travel Agencies with regard to all types of bookings created through flydubai authorized booking channels.

2.       Coordinates with finance team for travel agent queries related to account top ups and refunds to ensure payments and refunds are made accurately and promptly.

3.       Responds to phone calls/emails from stations across the network and travel agencies promptly and professionally ensuring service quality levels are maintained at an all-time high. .

4.       Handles Group Services queries/bookings from Travel Agents, while covering other Group support tasks such as pre-flight checks, time limit checks, special handling of Haj/Umrah movements. etc.

5.       Monitors flight disruptions and handles affected passengers by providing alternate solutions in the event of flight delays and cancellations etc., reprotection of passengers on FZ or OAL flights and minimises the cost by providing correct alternative and solutions in liaison with stations across the network and other airlines.

6.       Executes schedule changes for the entire flydubai network and ensures changes are implemented correctly in the system, passengers are informed, and alternatives provided as per company policy.

7.       Performs Revenue Integrity pre-flight checks accurately and on time in accordance with the process to ensure all bookings are ticketed, paid and duplicate bookings are cleared before flight departure and to ensure flights are tallied and closed correctly post departure.

8.       Processes staff ticket reservations, duty travel, transfers, changes, and cancellations as per company policy.

9.       Applies for UAE Visit Visas & extensions, follows up on pending Visa applications, and facilitates visa processing for passengers, GSAs, Distributor Staff, VIP guests and flydubai employees, ensuring swift approvals are acquired by UAE Immigration.

10.   Reviews unsuccessful credit card transactions to ensure recovery of payments that were unreceived due to technical issues. Applies the upsell programme to ensure passengers who volunteer, receive the upgrade and revenue increase.

11.   Supports GDS travel agents across the network with regard to GDS tickets and ticket re-issuance for codeshare, interline and GDS bookings and handles Billing & Settlement Plan (BSP) refunds on behalf of agents who are not granted access to do so.

12.   Reviews system generated reports to correct any reservation errors in liaison with concerned departments.

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Education

·       High School Diploma (or equivalent)

Education and Experience Specific Requirements

·       Preferred No. of Years (with Relevant Degree) –  3

Systems, Licensing, Language or Certification Requirements

·       MS Office applications

·       Experience in the travel/airline industry and work experience in CRS/GDS systems such as SABRE, Galileo or Airline Reservation systems

CORE COMPETENCIES

·       Customer Focus

·       Team work

·       Effective Communication

·       Personal Accountability & Commitment to achieve

·       Resilience and Flexibility (Can do attitude)

ISR Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations.