Executives

Key Responsibilities

• Monitor, review, and action all items within Generic Queues, including booking holds, PNR errors, and ticketing inconsistencies.
• Resolve Quality Reject Queues, ensuring all rejections are accurately analyzed and corrected in line with airline and GDS protocols.
• Interpret and apply airline fare rules, exchange policies, and ticketing procedures to rectify PNR and ticketing issues.
• Process corrections related to fare discrepancies, involuntary changes, voids, exchanges, and reissues.
• Collaborate with frontline agents, support teams, and airline partners to ensure queue items are cleared within SLA timeframes.
• Identify recurring issues and recommend process improvements to reduce queue volumes and minimize errors.
• Maintain clear and detailed documentation of all actions taken within the queue processing systems.
• Stay informed on airline policy changes, system updates, and best practices across GDS platforms.
• Support training and quality assurance initiatives by sharing insights from queue trends and error types.