Senior Air Ticketing Consultant, Leisure Travel Service

Role Overview

• Perform quoting, booking and issuance of domestic and international airline tickets in a timely manner, seeking the best fare conditions available in GDS (Global Distribution System), supplier portals (including NDC tools
• New Distribution Capability) and Travellink.
• Make reservations, select and manage seats, always observing customer preferences and each airline's fare policies.
• Process ticket changes, reissues and cancellations, ensuring correct calculation of penalties, fare differences and refunds in accordance with the specific rules of each fare. Submit refund requests following Costa Brava's internal workflow.
• Continuously monitor the current fare rules of the main airlines operated, proactively identifying cost-saving opportunities for clients and ways to optimize incentives for Costa Brava.
• Manage queues in GDS systems, ensuring operational pending items are resolved within airlines' required timeframes, covering voluntary and involuntary customer changes, and communicating appropriately with customers.
• Provide support in travel emergency situations, such as flight cancellations, schedule changes and operational irregularities, acting quickly and autonomously to resolve cases.
• Actively and systematically monitor all current incentive programs of partner airlines.
• Track airline issuance volume and performance against airline-established targets, anticipating attainment of tiers and informing the contracting party (Costa Brava) of any opportunities or risks of losing incentive payments.
• Apply defined operational strategies that favor reaching and exceeding incentive tiers, such as prioritizing airlines that are close to target attainment.
• Maintain regular contact with airline account executives and support teams, ensuring access to up-to-date information on promotions, incentive campaigns and products.
• Participate in meetings, trainings and events promoted by airlines and other suppliers, staying updated on products, policies and industry developments.
• Provide full, consultative service to Costa Brava clients, especially those in B and C account segments, handling everything from assessing travel needs to delivering the contracted service, using the communication channels established in internal procedures.
• Quote, negotiate and issue ground services, including accommodation (domestic and international hotels), transfers, car rentals, insurance, tours, tickets and travel packages.
• Prepare tailored commercial proposals, presenting options appropriate to each client's profile and budget.
• Support the client throughout the entire travel journey, being available for operational support in case of unforeseen events.
• Identify opportunities to expand services within the managed portfolio (cross-selling and upselling), contributing to revenue growth in this segment.
• Validate the weekly operational performance report, containing: volume of ticket issuances performed, airlines used, revenue generated per service and status of incentive target attainment.

Requirements

• Bachelor's degree in Tourism, Hospitality, International Relations or related fields.
• Minimum of 5 years' proven experience in airline ticketing and travel customer service, preferably in the leisure segment.
• Fluency in English (written and spoken) is essential due to the international nature of ticketing and airline relationships. A third language (e.g., Spanish) is a plus.
• Full proficiency in GDS systems (Amadeus, Sabre and/or Galileo).
• Proficiency in Travellink.
• Deep knowledge of domestic and international airline fare rules (application of penalties, fare differences, refunds, etc.).
• Knowledge of the main airline incentive programs in the Brazilian market.
• Familiarity with hospitality and travel services (accommodation, packages, transfers, insurance, tickets).
• Advanced ability to use spreadsheet tools (Google Sheets or Excel) for controls, analyses and reports.
• Solid practical experience using supplier portals and technologies such as NDC (New Distribution Capability) to optimize ticketing.
• Knowledge and/or experience using CRM tools, such as RD Station, for customer relationship management and opportunity identification.

Benefits

• SulAmérica Health Plan (90% subsidized)
• Uniodonto Dental Plan (100% subsidized)
• Wellhub
• Life Insurance
• Transport Allowance (no payroll deduction)
• Meal Allowance (Ticket Flex)
• CB Fruit Stand
• To make things easier for our employees and encourage healthy eating habits, we provide fruit at our headquarters.
• CBirthday
• Day off on your birthday to enjoy with family and friends.
• Opportunity to obtain personal travel with special rates.
• An environment that values diversity, learning and the continuous development of all employees.