Audley UK


Witney, Oxfordshire

Ticketing Agent

Ticketing Agent

  • Salary:
  • Dependent on level (£17,000 - £22,500)
  • Vacancy Type:
  • Full Time, Permanent
  • Department:
  • Ticketing
  • Reference:
  • SYS-301

As a Ticketing Agent you will efficiently and accurately issue airline tickets within set timeframes and complete the accompanying administrative duties. You will also look for opportunities to make savings and minimise penalties through errors.  


Level 1

Salary - £17,000

  • Producing and checking clients Final Itinerary documents
  • Issuing nett IT fares using CAT35 ticketing or building using Manual fare building, making sure all names and flights match the booking
  • Issuing published fares ensuring the ticketing date is correct whilst also making sure all names and flights match the booking
  • Making cost savings by better ticketing or using different contracts.
  • Be able to read the airline contracts that we have and understand the terminology associated with the rules and fare notes
  • Issuing airline air passes
  • Voiding tickets if issued incorrectly
  • Ticketing child and infant fares
  • Communicating with Galileo helpdesk and other airlines about problems relating to ticketing or contracts
  • Be able to communicate any errors found with tickets and or Journey Desk flights back to Country Specialists resolving the problem quickly and efficiently
  • Demonstrating an understanding of the class structure and airline alliances
  • Using Galileo to capture personal data such as seat data, meal requests, airline membership details and linking PNRs together.
  • Issuing Japan Rail Passes 

Level 2

Salary - £19,000

  • Always achieving and sustaining targets set by your Ticketing Supervisor
  • Quoting and issuing Round The World fares
  • Issuing Australia and New Zealand tickets
  • Ticketing child and infant fares
  • Identifying if the best fare has been applied to a booking in order to make maximum cost savings
  • Processing ticket refunds and reissues
  • Have a high level of Galileo knowledge and understanding
  • Offer guidance to Country Specialists with Galileo and ticketing related issues
  • Support the Ticketing Helpdesk function
  • To be able to check ticketing work of those in Level 1 and 2 if required. 

Level 3

Salary - £22,500

  • Responsible for all tasks set out in Levels 1 and 2 plus the following:
  • Managing the airline queues and distributing urgent work from the queues to your colleagues on a rota basis
  • Manning the ticketing helpdesk, prioritising and then dealing with reissues, refunds, upgrades, Round the World fares and all other associated ticketing queries
  • Manage airline inbox on a rota basis receiving and communicating contract updates
  • Be a Galileo/Smartpoint Super User
  • Check work produced by other ticketers in the team on a rota basis
  • Able to advise and support others in the team with ticketing queries
  • Have a very high level of productivity in all aspects of the ticketing tasks

Person Specifications:

  • GCSE (or equivalent) Grade C or above in Maths and English
  • Previous travel industry experience is useful but not essential.
  • Proven ability to meet deadlines and manage time effectively
  • Highly organised
  • Excellent attention to detail
  • Strive for a career within the travel industry
  • Keen to learn and be receptive to continued on-the-job training
  • Very good communicator at all levels within a business
  • Flexible and willing to turn hand to any work that needs to be completed

For Level 2 & 3:

  • BA fares and ticketing levels 1 & 2 or equivalent
  • Proven track record of making savings and minimising errors


  • Good understanding of Microsoft Word, Excel and Outlook
  • Good geographical knowledge
  • Interest in the travel industry is essential
  • Strong team player who is comfortable working independently

For Level 2 & 3:

  • Excellent role model to the team
  • Proven experience using GDS Galileo/Smartpoint an advantage


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