Senior Airline Ticketing Specialist

Overview

Nexion Travel Group is a fully accredited host agency that has supported independent travel professionals since 1995. As part of Internova Travel Group, it offers ticketing, operations, and fulfillment support along with tools, technology, marketing, education, and broader business support. It serves multi-agent agencies, corporate agencies, experienced agents, and newcomers to the travel industry.

Role Summary

The Senior Airline Ticketing Specialist is responsible for meeting established performance standards and service targets while helping advance agent satisfaction, retention, and account profitability through key performance indicators and departmental goals.

Ticketing Duties

• Handle daily ticketing work across three GDS systems using email, queues, and phone support for both standard and group ticketing.
• Maintain at least 99% accuracy when processing ticketing transactions.
• Manage complex exchanges, voids, and refunds across three GDS platforms.
• Respond to exception ticketing needs, customer calls, queue work, and email inquiries in a call center setting.
• Work a flexible schedule, including weekends and holidays.
• Manage cash balancing carefully when handling group ticketing.
• Keep accurate records and files so ticketing deadlines are met.
• Develop strong working relationships with internal teams and external customers.
• Join client discussions and proactively recommend solutions to help resolve issues.
• Oversee group air bookings with a high level of precision.
• Help maintain a cooperative, positive, and productive workplace.

Productivity and Efficiency

• Recommend better methods and implementation ideas that can lower costs, improve revenue opportunities, and strengthen overall profitability in production operations.
• Look for ways to expand automated quality control and support auto-ticketing while reducing fraud risk.
• Complete group ticketing quickly enough to protect fare validity.

Quality and Operational Standards

• Support operational recommendations that help meet customer service and call quality measures.

Additional Responsibilities

• Perform other assigned duties, responsibilities, or special projects as needed.

Qualifications

• At least 5 years of multi-GDS ticketing experience is required.
• Strong understanding of how a travel agency business operates.
• Solid knowledge of operational procedures, metrics, and customer service relationships.
• Ability to ticket confidently in at least one GDS and learn the remaining systems.
• Positive, success-oriented attitude.
• Working knowledge of airline group policies and procedures.
• Effective verbal, presentation, and written communication skills.
• Background in customer service and operational standards.
• Ability to stay calm and steady under pressure.
• Capable of handling multiple transactions at the same time.
• Willingness to work weekends and holidays as part of a variable schedule.

Pay and Benefits

The posting notes that the salary range varies by experience, location, budget, and other factors, and is intended to satisfy pay transparency requirements. The role may also qualify for incentive pay, commission, a bonus, or a discretionary bonus program based on company results and individual performance.

• Choice of two medical plans
• Choice of two dental plans
• Vision insurance
• Flexible spending accounts (FSAs)
• Company-paid life insurance and AD&D
• Optional additional life insurance and AD&D
• Disability insurance
• Paid parental leave
• Paid time off
• 401(k) plan with company match
• Discounted employee travel options
• Access to LinkedIn Learning webinars and courses
• Discounted pet insurance
• Discounts on auto, home, and renters insurance

Equal Opportunity

The employer states that it makes hiring decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected class.

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