Reservations and Ticketing Agent-LUN

Role overview

Qatar Airways is hiring a Reservations and Ticketing Agent for Lusaka, Zambia (LUN). This position is focused on delivering efficient, customer-friendly reservations and ticketing support to individual travelers and business clients, whether over the phone or face-to-face. The role is expected to help maintain high customer satisfaction while contributing to annual revenue targets.

Key responsibilities

• Create and confirm passenger bookings accurately and promptly.
• Use timetables, airline manuals, and reference materials to build itineraries and routing options.
• Issue tickets with the correct fares to limit customer complaints and reduce debit notes.
• Communicate schedule changes and support decisions around cancellations or reservation confirmations.
• Coordinate itinerary updates with load control teams and other stations to protect capacity and improve seat utilization.
• Close sales reports within the required timeframe.
• Promote airline products and services to support revenue generation.
• Process bookings received through phone, fax, email, and related channels, including telex messages and authorizations.
• Support a help desk function for travel agents, including seat confirmations and upgrade or downgrade requests.
• Handle refunds, lost tickets, and tickets that are no longer valid due to time limits.
• Review passenger tickets and guide travelers appropriately.
• Calculate route options and ticket prices using schedules, fare references, and computer systems.
• Notify customers or travel agents about travel changes and offer alternative options where needed.
• Prepare and issue tickets for delivery or mailing to customers.
• Respond to questions from travel agencies and transport providers such as airlines, bus operators, rail companies, and shipping lines.

Requirements

• Prior work experience in aviation or the travel industry is required.
• Completion of an IATA or airline basic tariff course will be considered an advantage.
• Strong spoken and written English communication skills are essential.
• Good working knowledge of special fares, offers, and promotions is needed.
• Candidates must have the legal right to live and work in Zambia.

Additional information

Reference number: 234070

Job family: Cargo & Airport Operations

Location: Zambia-Lusaka

Closing date: 2026-07-08

This position is based in Lusaka and is a full-time, onsite role.