Manager, Ticketing

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia AirAsia Full time 50,000 - 80,000 per year

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.

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