Manager, Ticketing

Responsibilities

• Operational Management
• Lead and supervise the ticketing team (issuance, reissuance, cancellations, refunds).
• Ensure accurate and timely ticket issuance using GDS (Amadeus, Sabre, Galileo).
• Monitor queues, fare rules, schedule changes, and ADM risks.
• Maintain compliance with IATA, airline policies, and AAMove SOPs.
• Commercial & Partner Management
• Coordinate with airline representatives for fare updates, promotions, policy changes.
• Negotiate special fares and incentives where applicable.
• Monitor market trends and competitor pricing.
• Customer Service & Issue Resolution
• Support customer service teams on complex ticketing cases.
• Handle escalations involving refunds, involuntary changes, no-show disputes etc.
• Ensure high service standards aligned with Malaysian consumer protection requirements.
• Team Leadership
• Train staff on GDS, fare structures, ticketing rules, and AAMove tools.
• Conduct periodic evaluations and guide performance improvement.
• Reporting & Process Optimization
• Track issuance volumes, errors, ADM incidents, and refund processing times.
• Streamline ticketing workflows, automation opportunities, and system improvements.
• Ensure cost control through minimizing ADM and optimizing processes.
• Requirements/ Skills
• Expert in GDS (Amadeus/Sabre/Galileo)
• Strong understanding of fare rules (APEX, EX, RT, CAT conditions, SSR, OSI)
• Knowledge of IATA, BSP Malaysia, MAVCOM regulations
• Strong analytical and problem-solving skills
• Leadership and communication skills
• Diploma/Degree in Tourism, Hospitality, Aviation, Business, or related fields
• Minimum 5-7 years airline/OTA ticketing experience
• IATA/UFTAA certification preferred
• Preferred experience in TMC/OTA/Large Travel company
• Prior team leadership experience required

Additional Information

Job Description The Ticketing Manager is responsible for overseeing all airline ticketing operations within AAMove, ensuring accurate issuance, reissuance, refunds, exchanges, and compliance with airline and regulatory requirements (including IATA & Malaysian aviation standards). The role involves managing a ticketing team, coordinating with airline partners, optimizing processes, and providing superior customer service.

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