Ticket Desk Agent

• To consistently deliver the highest possible levels of customer service at all times
• To process in a professional and confident way to passengers questions or queries
• New ticket sales using the Airlines reservation system
• Issue tickets and make changes to passengers bookings when appropriate and in accordance with the relevant training received
• Processing excess baggage payments through the Airlines reservation system and ensuring the correct accounting of monies
• Reissuing of tickets on an ad-hoc basis, either in a voluntary or involuntary situation
• Calculating if any additional payments on reissued tickets are required and collect the correct amounts from customer airline passengers
• Handling disrupted passengers in accordance with our Customer Airlines policies
• Arranging hotel accommodation for our disrupted passengers
• Accounting of Airline documents to ensure that our Customer Airlines revenue is maintained
• Liaise with our customer airline representative on any ticketing issues and ensure correct procedures are maintained
• Ensure safety is never compromised whilst fully complying with The Health & Safety at Work Act 1984 and Revisions
• Represent the company in a professional manner at all times
• Any other reasonable duty as requested

• 5 years worth of satisfactory references in order to obtain an airside pass
• The ability to work accurately under pressure
• Able to demonstrate excellent communication skills
• A satisfactory criminal record check
• Able to travel to London City Airport for shifts starting as early as 04:30am
• Excellent communication and passion for delivering exceptional customer service
• Previous experience using Airline reservation systems (e.g Amadeus, Sabre, or Travelport)
• In-depth knowledge of IATA fares and ticketing
• Previous ground handling experience or alternatively previous experience within Airline/travel industry
• A good understanding of world geography
• A good working knowledge of Airlines and Airport regulations

Knowledge of an additional European language would be desirable

• Access to discounted flights known as hotline fares, standby tickets and concessions with British Airways and other code share airlines
• Health benefits including free winter flu jab and access to the HSF Health Plan
• Cycle to work scheme
• Free staff parking
• Discounts on airport food vendors
• Pension scheme