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This job is a Manager, Ticketing role where you lead a team to handle airline tickets and refunds, ensuring everyone's happy and rules are followed. You might like this job because you enjoy problem-solving and making travel easier for people!
Undisclosed
Kuala Lumpur, Kuala Lumpur
Job Description
Job Description
The Ticketing Manager is responsible for overseeing all airline ticketing operations within AAMove, ensuring accurate issuance, reissuance, refunds, exchanges, and compliance with airline and regulatory requirements (including IATA & Malaysian aviation standards). The role involves managing a ticketing team, coordinating with airline partners, optimizing processes, and providing superior customer service.
Key Responsibilities
Operational Management
Lead and supervise the ticketing team (issuance, reissuance, cancellations, refunds).
Ensure accurate and timely ticket issuance using GDS (Amadeus, Sabre, Galileo).
Monitor queues, fare rules, schedule changes, and ADM risks.
Maintain compliance with IATA, airline policies, and AAMove SOPs.
Commercial & Partner Management
Coordinate with airline representatives for fare updates, promotions, policy changes.
Negotiate special fares and incentives where applicable.
Monitor market trends and competitor pricing.
Customer Service & Issue Resolution
Support customer service teams on complex ticketing cases.
Handle escalations involving refunds, involuntary changes, no-show disputes etc.
Ensure high service standards aligned with Malaysian consumer protection requirements.
Team Leadership
Train staff on GDS, fare structures, ticketing rules, and AAMove tools.
Conduct periodic evaluations and guide performance improvement.
Reporting & Process Optimization
Track issuance volumes, errors, ADM incidents, and refund processing times.
Streamline ticketing workflows, automation opportunities, and system improvements.
Ensure cost control through minimizing ADM and optimizing processes.
Requirements/ Skills
Expert in GDS (Amadeus/Sabre/Galileo)
Strong understanding of fare rules (APEX, EX, RT, CAT conditions, SSR, OSI)
Knowledge of IATA, BSP Malaysia, MAVCOM regulations
Strong analytical and problem-solving skills
Leadership and communication skills
Diploma/Degree in Tourism, Hospitality, Aviation, Business, or related fields
Minimum 5–7 years airline/OTA ticketing experience
IATA/UFTAA certification preferred
Preferred experience in TMC/OTA/Large Travel company
Prior team leadership experience required
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.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience