Air Specialist

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

POSITION SUMMARY

Air Specialists play a critical role in supporting contact center teams by providing expert guidance and assistance with air travel bookings through the Amadeus platform. They leverage their knowledge of airline schedules, fare structures, ticketing processes, and industry regulations to resolve complex air-related inquiries accurately and efficiently. Through exceptional service and strategic itinerary planning, Air Specialists help enhance the guest experience, support sales performance, and contribute to business growth.

KEY RESPONSIBILITIES

Responsibility 1: Air Booking and Fare Application

• Book accurate flight itineraries using Amadeus.
• Interpret and apply airline fare rules, restrictions, exchanges, cancellations, and ticketing requirements.
• Maintain proficiency in Amadeus and working knowledge of other reservation systems.

Key Responsibility 2: Guest and Internal Support

• Provide timely, professional, and solutions-focused support via phone, chat, and email.
• Maintain consistent communication with team members and leaders.
• Provide support to global staff in a 24/7 environment

Key Responsibility 3: Ticketing and Itinerary Management

• Issue airline tickets including exchanges and manual pricing.
• Process airline schedule changes and guest notifications.
• Complete name corrections and booking updates.

Key Responsibility 4: Post-Booking Services and Operational Efficiency 

• Process seat assignments, special service requests, and confirmations.
• Manage queues efficiently and accurately.
• Manage a high volume of transactions while maintaining quality and accuracy.

Key Responsibility 5: Performance, Continuous Improvement and Professional Standards

• Meet productivity, quality, and service goals.
• Identify opportunities to improve efficiency and customer experience.
• Maintain schedule flexibility including weekends and overtime as required.
• Perform other duties as assigned.

ROLE SUCCESS CRITERIA

• Achieve productivity, quality, and service-level expectations.
• Maintain high booking and ticketing accuracy.
• Demonstrate proficiency in Amadeus and related systems.
• Support sales through optimal air travel solutions.
• Effectively manage assigned workloads and queues.
• Contribute to team goals and continuous improvement initiatives.