Travel Agent Desk Officer at United Nigeria Airlines

Job Summary

• To support and manage the relationship between the airline and accredited travel agents, ensure efficient handling of agency requests, provide sales support, resolve ticketing and booking issues, and ensure compliance with airline policies.
• The role enhances agency performance, drives revenue, and supports overall sales targets

Duties / Responsibilities
Travel Agent Support & Relationship Management:

• Serve as the primary contact for all travel agency inquiries, requests, and issues.
• Assist travel agents with bookings, ticket issuance, reissuance, refunds guidance, EMDs, fare rules, and schedule changes.
• Provide timely updates to travel agents on new policies, promos, schedules, and fare changes.
• Strengthen partnerships to maximize sales from the agency channel.

Ticketing & Reservations Assistance:

• Resolve complex PNR issues escalated by travel agents.
• Provide support on ticketing errors, revalidations, involuntary changes, and disruptions.
• Ensure travel agents adhere to airline ticketing processes and GDS standards.
• Guide agents on ADM (Agency Debit Memo) prevention and correct fare usage.

Sales Support & Revenue Growth:

• Monitor agent performance and contribution to revenue targets.
• Assist in implementing sales campaigns, commission structures, and promotional offers.
• Identify opportunities to grow market share through agents.
• Provide feedback to Sales Manager on agent trends and challenges.

Compliance & Fraud Prevention:

• Monitor agent transactions for non-compliance, misuse of fares, or fraudulent activities.
• Provide corrective guidance to agents to reduce revenue leakage.
• Support the issuance of ADMs for incorrect bookings or violations.

Reporting & Administration:

• Maintain updated records of agent interactions, escalations, and resolutions.
• Prepare periodic reports on agent performance, issues handled, and support provided.
• Track and follow up on pending agent cases until resolution.

Collaboration & Coordination:

• Work closely with Sales, Revenue Management, Customer Service, Ticketing, and Airport teams.
• Participate in sales meetings, trainings, and agent seminars.
• Provide feedback to internal departments on system or policy issues affecting agents.

Key Performance Indicators (KPIs)

• Response time to agent inquiries.
• Reduction in agent complaints and escalations.
• Agency revenue growth and retention.
• Compliance level (reduced ADMs and violations).
• Quality of service and accuracy of information delivered.

Experience & Qualifications

• HND / B.Sc. in any relevant field (Business, Marketing, Social Sciences, etc.).
• 1–3 years experience in ticketing, travel agency operations, or airline commercial roles.
• IATA Ticketing & Fares certification is an added advantage.

Required Skills & Competencies:

• Strong communication and customer relationship skills.
• Good knowledge of GDS (Amadeus/Sabre/Videcom).
• Understanding of fare rules, ticketing, reservations, and EMDs.
• Problem-solving and analytical skills.
• Ability to work under pressure and multitask.
• High level of attention to detail and professionalism.