Lead Flight Agent (Ticketing & Booking Specialist)
✈️ Job Title: Lead Flight Agent (Ticketing & Booking Specialist) Location: Remote or Hybrid (Preferred: U.S.-based or with ARC certification eligibility) Employment Type: 3-Month Contract to Full-Time Reports to: Operations Lead / Founders Company: Swyftbooking (Pre-Launch TravelTech Startup) About Swyftbooking Swyftbooking is a modern TravelTech startup designed to simplify and personalize the way people book travel. As we get ready to go live, we’re building a sharp, experienced team to ensure a smooth launch and provide exceptional booking support for our customers. We are looking for a Lead Flight Agent who can confidently handle flight bookings, issue tickets, work within Amadeus, and ensure full ARC compliance. This is a high-responsibility role that will grow with the company and evolve into a team leadership position as we scale. ✨ Role Overview As the Lead Flight Agent, you'll be responsible for handling end-to-end flight bookings, issuing tickets through the Amadeus GDS system, ensuring ARC certification compliance, and delivering high-quality customer support. You'll also be instrumental in developing streamlined internal processes and may help train and onboard junior agents in the future. This role is ideal for someone who thrives in a fast-paced, tech-forward startup and is eager to grow with the company. ️ Key ResponsibilitiesFlight Booking & Ticketing
- Handle domestic and international flight bookings using the Amadeus GDS system.
- Issue, reissue, and void tickets accurately and efficiently.
- Manage changes, cancellations, and schedule changes in compliance with airline policies.
- Ensure daily transactions comply with ARC (Airlines Reporting Corporation) guidelines and reporting standards.
Customer Service
- Provide outstanding customer service via email, chat, and phone, with a calm, friendly, and solutions-oriented approach.
- Handle escalations and resolve customer issues around flight bookings, delays, rebookings, etc.
- Communicate professionally with airline partners and vendors to resolve ticketing or booking issues.
Compliance & Reporting
- Maintain ARC compliance and assist with weekly reporting and reconciliations.
- Monitor queue activity in Amadeus to ensure timely follow-up and processing.
- Maintain accurate booking and transaction records in internal systems.
Leadership & Growth
- Assist in developing SOPs for the flight booking and customer service process.
- Potential to mentor and train junior agents as the team grows.
- Contribute operational insights to help optimize booking tools and workflows pre- and post-launch.
✅ RequirementsMust-Haves:
- 3–5+ years of experience in flight booking, ticketing, or travel agency operations.
- Strong experience with the Amadeus GDS platform (Sabre or Galileo is a bonus).
- ARC certification or demonstrated experience working in an ARC-accredited agency.
- Excellent verbal and written communication skills in English.
- Deep understanding of airline fare rules, PNR management, ticket exchanges, and refunds.
- High attention to detail and accuracy in handling bookings and financial transactions.
- Comfortable with customer interactions and solving problems quickly and professionally.
Nice-to-Haves:
- Experience in a startup or fast-scaling travel platform.
- Familiarity with other tools like TripActions, Concur, or custom booking engines.
- Multi-lingual abilities (especially Spanish, French, or Arabic).
- Experience with NDC content or airline direct connects.
- Ability to work flexible hours or weekends as needed.
Compensation & Benefits
- Salary: Competitive, based on experience
- Bonus: Performance-based bonuses available
- Benefits: Remote work, travel perks, early-stage career growth, health coverage (post-funding/launch)
What Success Looks Like In the first 90 days, you will:
- Lead the setup of our flight booking operations.
- Issue error-free tickets and maintain 100% ARC compliance.
- Deliver high-quality support to our first wave of users.
- Help shape and refine internal booking workflows.
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