Reservations Ticketing Agent

About the role

SriLankan Airlines, the national airline of Sri Lanka, is hiring a Reservations Ticketing Agent for a full-time, on-site position in Lahore. The agent handles flight reservations and ticketing requests, including issuing, reissuing and modifying tickets in line with airline policies and fare rules.

Key responsibilities

• Assist customers by phone, email and in person, giving accurate information on schedules, fares, promotions and travel regulations.
• Manage reservation systems and coordinate with sales and airport teams.
• Process payments and maintain detailed records of bookings and customer interactions.
• Promote airline products and services, resolve customer issues professionally and follow safety, compliance and quality standards.

Required profile

• Diploma or certification in Travel & Tourism, Aviation, Business or a related field; prior airline or travel agency experience preferred.
• Fluency in English and local languages; additional languages are an asset.
• Ability to work shifts, including weekends and holidays as required by airline operations.

Required skills

• Customer service and communication skills.
• Reservations and ticketing expertise, including airline reservation systems, fare rules and booking processes.
• Travel and tourism knowledge, including airline operations, travel documentation and industry regulations.
• Sales and relationship-building skills.
• Attention to detail, accuracy in data entry and problem-solving in fast-paced environments.
• Proficiency in relevant computer applications and reservation platforms; experience with GDS or airline systems is an advantage.