Flight Support Agent

Requirements

• Empathetic and people-first, with a genuine passion for supporting customers and stakeholders.
• Calm, friendly and confident when communicating with customers across phone, email and chat.
• Strong GDS experience across reservations, ticketing and post-booking support.
• Solid understanding of fare rules, fare types and ticket conditions.
• Experienced in managing reissues, refunds, schedule changes and name corrections.
• High level of accuracy when managing bookings, tickets, refunds and customer records.
• Strong problem-solving skills, particularly across complex flight scenarios.
• Highly organised, with strong time management and the ability to prioritise effectively.
• Comfortable working under pressure in a fast-paced environment.
• Adaptable and confident working through change and ambiguity.
• Quick to learn new systems, tools and AI-supported processes.
• Confident using AI tools responsibly to improve efficiency and customer outcomes.
• Comfortable working closely with internal teams, airlines and consolidators to deliver the best possible customer outcome.
• What's in it for you?
• First-class health and well-being program, including an onsite gym, yoga, and meditation, with breakfast and catered lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Fun and flexible working environment - Friday afternoon onsite gatherings (wine included!) and monthly celebrations.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!
• If you're interested in the role but don't check every box, apply anyway, we'd love to hear from you!
• As a 2026 Circle Back Initiative employer, we're committed to responding to every applicant.

Benefits

Additional Information

You will be responsible for: Support customer flight enquiries across phone, email and live chat. Manage customer enquiries relating to flight changes, cancellations, refunds, credit and schedule changes. Handle escalated customer concerns with professionalism, ownership and empathy. Provide accurate guidance on airline rules, fare conditions, ticket validity and booking options. Manage Sabre involuntary schedule change queues and action affected bookings within required timeframes. Process manual and automated refunds via Sabre and consolidator systems. Issue, reissue and exchange tickets through Sabre and consolidator platforms. Resolve complex booking issues where possible and escalate high-risk matters when required. Support internal teams with flight fulfilment, ticketing queries and post-sale booking support. Maintain strong accuracy across booking updates, ticketing, refunds and customer communications. Meet service levels, quality standards and individual/team KPIs. Work closely with airlines, consolidators and internal teams to achieve the best available outcome. Identify recurring issues, process gaps and customer pain points. Share insights and improvement opportunities with team leaders and management.

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