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This job is an internship in the Ticketing Department, where you'll assist with ticketing processes and agent communications. You might like this job because it offers hands-on experience and opportunities to improve your communication and analytical skills.
Undisclosed
Ampang, Kuala Lumpur
Internship
1 week ago
Job Description
Job Description
Summary
The Intern – Ticketing Department will support the Ticketing and Groupdesk operations within the Umrah business unit. The internship provides structured exposure to ticketing workflows, fare request processes, seat inventory management, agent communication, sales engagement, and reporting.
Interns will progressively develop operational, communication, analytical, and reporting skills while gaining hands-on experience in managing fare requests, payment monitoring, seat availability, and agent coordination.
Key Responsibilities
1. Ticketing & Groupdesk Operations
Assist in managing Groupdesk email communications with Umrah agents and passengers.
Draft and respond to fare-related enquiries under supervision.
Prepare and raise Fare Requests (FR) to Route Revenue (RR).
Manage simple FR cases end-to-end with review.
Handle complex FR cases with supervision.
2. Payment & Seat Management
Monitor deposit and full payment deadlines.
Draft payment reminder emails to agents.
Update and track seat availability and inventory status.
Support seat release and holding processes.
Cross-check seat inventory against load factor (LF) reports.
3. Approvals & Escalations
Draft approval memos for timeline extensions, reroutes, and special cases.
Prepare justification notes for fare or payment approvals.
Draft escalation memos for supervisor review.
Participate in internal case review discussions.
4. Customer & Agent Engagement
Observe and participate in sales calls and agent meetings.
Conduct supervised follow-up calls regarding payments and seat confirmations.
Assist in complaint handling documentation.
Record and report agent feedback and booking trends.
5. Reporting & Data Analysis
Assist in preparing weekly and monthly sales/ticketing reports.
Update seat availability and performance tracking reports.
Monitor load factor trends and support decision-making analysis.
Prepare summary reports following sales visits and briefings.
6. Independent Case Handling
Manage multiple active cases (emails, FR, payments, seat updates).
Take ownership of a small agent portfolio.
Work independently with minimal supervision in later stages of the internship.
7. Project & Process Improvement
Identify opportunities for process improvements (e.g., seat management updates, email template standardization).
Collect operational data and team feedback.
Propose practical improvement solutions.
Prepare and present a final internship report and project presentation to management.
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.
Job Requirements
Company Benefits
Comprehensive Benefits Package
The company offers various perks such as travel discounts, which include reduced rates for flights and access to e-coupon schemes.
Career Development Opportunities
The company invests in its employees through training programs, workshops, and skill development initiatives.
Dynamic Work Environment
The company is known for its innovative culture and encourages employees to bring creative ideas to the table.