Job Description

Summary

The Intern – Ticketing Department will support the Ticketing and Groupdesk operations within the Umrah business unit. The internship provides structured exposure to ticketing workflows, fare request processes, seat inventory management, agent communication, sales engagement, and reporting.

Interns will progressively develop operational, communication, analytical, and reporting skills while gaining hands-on experience in managing fare requests, payment monitoring, seat availability, and agent coordination.

Key Responsibilities

1. Ticketing & Groupdesk Operations

• Assist in managing Groupdesk email communications with Umrah agents and passengers.

• Draft and respond to fare-related enquiries under supervision.

• Prepare and raise Fare Requests (FR) to Route Revenue (RR).

• Manage simple FR cases end-to-end with review.

• Handle complex FR cases with supervision.

2. Payment & Seat Management

• Monitor deposit and full payment deadlines.

• Draft payment reminder emails to agents.

• Update and track seat availability and inventory status.

• Support seat release and holding processes.

• Cross-check seat inventory against load factor (LF) reports.

3. Approvals & Escalations

• Draft approval memos for timeline extensions, reroutes, and special cases.

• Prepare justification notes for fare or payment approvals.

• Draft escalation memos for supervisor review.

• Participate in internal case review discussions.

4. Customer & Agent Engagement

• Observe and participate in sales calls and agent meetings.

• Conduct supervised follow-up calls regarding payments and seat confirmations.

• Assist in complaint handling documentation.

• Record and report agent feedback and booking trends.

5. Reporting & Data Analysis

• Assist in preparing weekly and monthly sales/ticketing reports.

• Update seat availability and performance tracking reports.

• Monitor load factor trends and support decision-making analysis.

• Prepare summary reports following sales visits and briefings.

6. Independent Case Handling

• Manage multiple active cases (emails, FR, payments, seat updates).

• Take ownership of a small agent portfolio.

• Work independently with minimal supervision in later stages of the internship.

7. Project & Process Improvement

• Identify opportunities for process improvements (e.g., seat management updates, email template standardization).

• Collect operational data and team feedback.

• Propose practical improvement solutions.

• Prepare and present a final internship report and project presentation to management.