Complex Air Agent

at  Goway Ireland

AIR RESERVATIONS (COMPLEX DESK)

Division/ Department: North America Air sales
Reports to: Air Manager (East/West)
Location: Ireland (Remote)
Reporting Location: Toronto/Vancouver office

COMPANY DESCRIPTION

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams. From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we’re not just a company; we’re a family of dreamers and doers, inspired by our founder’s incredible journey. He didn’t just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!

DEPARTMENT/ DIVISION DESCRIPTION

Air sales division responsible for quoting air only requests to Travel Agencies within North America.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of Travelbox reservation system is a plus
• Understand how to fare construct using net, published, and private fares within GAW, GDS, and TBX
• Working knowledge of Amadeus.
• Strong understanding of airline contracts
• Previous experience working with call centre phone systems
• Strong customer service skills
• Strong knowledge of airline routings
• World geography
• Strong sales and closing abilities

• To ensure all quotes are properly entered into the TBX reservation system, with all notes advising rules of ticketing deadline, changes and cancelation penalties.
• To ensure all Queues (GDS and Internal TBX are checked and cleared daily. (Etc. Schedule changes, cancelled flights and HX segments)
• To ensure all PNR’s or TBX files have been properly remarked with action or information notes (Etc. When you speak with an agent remark the file (GDS/TBX))
• All quotes and bookings are followed up same day with a phone to ensure agent has received information.
• All quotes are followed up to ensure the sales is closed (See company follow-up policy)
• Agents/clients are asked at time of booking for any seat, meals, reward, and frequency miles numbers.
• Errors on fares in either GDS or TBX are immediately reported to your Team lead or manager
• You are properly logged into your phone for your entire shift time (Etc. Available status is set)
• All calls are handled with the up most professional care. No calls are to be transferred to voicemail only warm transfers, plus all bookings are handled with the same care as if they were your own.
• All requests are taken care of same day. (Quotes, changes, and complainants)
• Invoices, commission refunds, E-tickets are sent out same day ticket has been issued or full payment has been made on file.
• All script notes for re-issues, new tickets and refunds are properly filled out before queuing to ticketing.
• Yearly and month sales targets are hit.
• Route specific assignment will be assigned to ensure we are competitive and up to date.
• All booking (fares) is verified before accepting payments.
• All Credit card payments and check payments are verified to ensure details are correct before issuing.
• We are open from 9am to 9pm (Mon to Fri) and 10am to 6pm (Sat); you may be required to work later shifts from time to time. Everyone will be required to work a
• Saturday shift twice a month.
• Expected to attend onsite and offsite training seminars.