Quote and fare complex international itineraries using Amadeus, Sabre and Apollo.Ensure client receives the best value, providing lower fare alternatives, and checking compliance with Fly America Act where applicable, saving tens of thousands of dollars each month.Calculate refunds due on partially used tickets, applying fare rules, and providing breakdown of fare used.

Create and service reservations for flights, hotels, and holidays.

Managed travel arrangements for employees of corporate client; created, changed and serviced domestic and international flight and train reservations, provided information on pricing and schedules, booked hotels, car rentals and executive car services.Ensured client received the best value, provided lower fare alternatives and checked compliance with corporate guidelines and Fly America Act as applicable.

Provided product support and direction to Call Centre team of 200 Customer Contact Agents; answered their queries regarding British Airways products and policies, handled escalated calls from customers, explained procedures and found solutions to travel needs. Supplied product, fare and tariff information to travel agents, airports, sales offices and oneworld partners. Gave technical support to colleagues with Amadeus and web application system issues.

Quoted and fared passenger itineraries for reservations agents, travel agents and airport ticket offices; calculating additional collections, re-issuing tickets, applying and interpreting fare rules, working queues and incoming telephone calls. Protected British Airways revenue by ensuring correct fare and taxes were paid.

Answered incoming telephone enquiries from customers and travel agents; created, changed and serviced reservations; taking payment, issuing tickets, and providing information on schedules, products and services.

Created and serviced reservations for flights and holidays, provided information on schedules, booked hotels and car rentals, issued tickets and accommodation vouchers, entered airfares into database and answered customer enquiries.

Audited travel agent ticket issues and refunds on behalf of airline clients, checking the applicable fares, taxes, rules and regulations, ensuring tickets adhered to contract conditions, using BABS, Amadeus and ATPCO to check historical fares. Raised agency debit memos where necessary, protecting and enhancing airlines’ revenue.Resolved disputes from travel agents over debit memos, recalculating fares and deciding on behalf of an airline client if the debit memo was valid. Corresponded with agencies, airlines and IATA Clearing Houses.

Selected for Youth Trainee Scheme to obtain National Vocational Qualification in Business & Administration while interning in Refunds Department. Authorised and processed passenger ticket refund applications; using Sabre to calculate refunds due. Answered customer enquiries and corresponded with IATA and other airlines.