Sr. Flight Coordinator | Audley Careers Hello, world!

Sr. Flight Coordinator, Boston

Salary: Dependent on Experience

About us 
Audley Travel is an award-winning, consistently recognised tour operator that specialises in tailor-made travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide meaningful travel experiences. Our employees are passionate about travel and exploring other cultures. In 2021, we proudly celebrated serving our travel clients for 25 years. Take a look at our video below to get a real taste of who we are and what we love doing: 

https://www.youtube.com/watch?v=H-AhWeqsvds  

The role
As the Senior Flight Coordinator for the US you will provide support and assistance to Country Specialists and the US Ticketing Team for all air processes used within Audley using prior knowledge and skills built in the Tour Operator Ticketing field.

Further to this you are responsible for managing all Audley’s ticketing processes as per our ticketing policies. You will be an expert GDS user and be responsible for managing queues, ticket reissues, refunds and all other aspects of ticketing.
 

Responsibilities: 

  •     Responsible for ticketing all published & contracted air.  
  •     Ensure that all tickets are issued accurately with low DM rates
  •     Maintain the use of Cat35/25 for ticketing 
  •     Manage the Ticketing Helpdesk
  •     Process complex ticket changes through exchanges and refunds in accordance with fare rules
  •     Manage the queues on the GDS communicating clearly to Country Specialists any changes to flights and ticketing deadlines
  •     Submit the weekly ticketing sales report and accompanying date for Audley finance department 
  •     Record and dispute the DMs received from airlines – investigate claims made against us and liaise with airlines to resolve the situation. Maintain this on a daily basis 
  •     Communicate any contract changes to the US employees ensuring they are understood and put in to effect & update supporting documents   

Training & Support 
  •  Assist with the planning and training of ticketing processes within the Ticketing team
  •  Update the US ticketing overview sessions for new members of sales staff to learn about Audley ticketing processes
  •  Maintain and develop Audley’s USO ticketing bible (a central area of reference for all flight and ticketing related processes) 

Crisis 
  •  Support the Ticketing Team Leader in a crisis situation whilst maintaining the day to day workloads and tasks 
  •  Be able to take the lead or give advice in the case of a ticketing emergency situation 
  •  Take on all emergency ticketing requests in case of crisis liaising with the crisis team on actions taken  

GDS & Airline suppliers 
  •     As part of the GDS super user group take the lead in ensuring that we remain ahead of new commands and any product updates that can improve efficiency and accuracy 
  •     Proactively learn about other products that the GDS provide, assess their potential benefit to Audley and put a case forward to the Ticketing Manager for implementation 
  •     Partake in the GDS supplier meetings which evolve product uptake. 
  •     Fully understand the Audley brand and its values when meeting with or liaising with airlines to develop relations that will further benefit Audley  

Experience and role requirements: 
  •     Highly skilled in fares and ticketing especially in the Tour operator FIT market 
  •     Good geographical awareness 
  •     Excellent knowledge and current practical use of airline contracts/tariffs
  •     Experience with and working knowledge of Round the World ticketing
  •     Proven as extremely accurate and able to check the work of other colleagues to reduce ticketing errors 
  •     Proven track record in minimal DMs on own tickets issued
  •     Resilient to pressure and working to deadlines 
  •     Excellent attention to detail
  •     Confident technical trainer
  •     Proactive and flexible with a ‘can do’ approach
  •     Strong numerical and analytical skills
  •     High standard of written and spoken English

Other
  • RTW ticketing experience
  • Excellent understanding of Outlook, Word and Excel
  • Excellent GDS skills required
  • Knowledge of airline accounting processes
  • Excellent communication skills (written and verbal)
  •  Strong organisational and time management skills
  •  ARC qualifications (desirable)

Compensation and benefits 
  • Compensation will be commensurate with the experience level of the individual  
  • 20 days PTO, rising to 25 days with length of service (plus 9 Public Holidays) 
  • A day off for your birthday each year 
  • A day off for volunteering to support a charity, local support group, community work of your choice, or Audley’s Charity of the Year  
  • 100% Employer Paid Health Insurance 
  • Smart Working – This provides the opportunity for all of our employees to have more choice and flexibility when it comes to deciding where, when and how we work throughout the working week. 
  • Discounted Audley trips and access to staff travel discount websites 

We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.