Job Purpose: The Service Desk Agent is responsible for delivering professional, efficient, and 

customer-focused assistance at the airport ticket desk, ensuring passengers receive accurate 

information and support with reservations, ticketing, itinerary changes, upgrades, 

cancellations, and general travel inquiries. Serving as a direct representative of the airline, 

the role plays a key part in enhancing the passenger experience while ensuring adherence to 

company policies, financial procedures, and industry regulations.

Key Responsibilities:

1. Assist passengers with flight bookings, ticket issuance, itinerary modifications, 

cancellations, and upgrades in accordance with airline policies.

2. Rebook passengers affected by delays, cancellations, or missed connections, ensuring 

minimal disruption to travel plans.

3. Process payments, and upgrade fees accurately, in compliance with company 

financial standards.

4. Provide passengers with clear information on airline policies, travel documentation, 

and baggage allowances.

5. Resolve passenger concerns promptly, maintaining professionalism and empathy at 

all times.

6. Maintain accurate and up-to-date transaction records for audit and compliance 

purposes.

7. Monitor system functionality and promptly report technical issues to the relevant 

departments.

8. Keep abreast of changes in airline schedules, fare structures, and travel requirements.

Qualifications and Experience:

1. IATA, airline ticketing, or reservation system certification is an asset.

2. Previous experience in ticketing, reservations, or customer service within the airline, 

travel, or hospitality sectors preferred.

3. Knowledge of Global Distribution Systems (GDS) is an advantage.

4. Fluency in English; proficiency in additional European languages is highly desirable.

Working Conditions: The position operates on a shift-based schedule, including early 

mornings, late evenings, weekends, and public holidays, in line with flight operations. Duties 

are carried out at airport ticket counters and other front-line passenger service areas in a 

fast-paced, high-volume environment with constant passenger interaction. The role requires 

standing for extended periods, maintaining a professional appearance, and wearing a 

company-issued uniform and airport identification at all times.