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.

Key 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