Job Title: Travel Support Advisor – Air & Ground Operations

Location: Leyland, Preston

dnata Travel Group B2B is the UK’s biggest B2B-only tour operator and comprises of flagship brand Gold Medal and three specialist brands – Pure Luxury, Cruise Plus and Incredible Journeys. We pride ourselves on our truly ‘agents-first’ approach and our strong mutually beneficial and supportive relationships with a huge range of supplier partners across the industry. We are part of the Emirates group.

We are now recruiting for a Travel Support Advisor to manage and action involuntary changes to customer travel arrangements, including airline schedule changes, flight cancellations, ticketing deadlines, and ground service modifications. This role ensures timely communication with customers and effective resolution of disruptions, working in a customer-centric manner to minimize inconvenience and protect business interests.

Job Accountabilities

• Monitor and manage electronic airline queues, ensuring timely action and clearance in line with agreed performance targets
• Process airline notifications promptly to ensure tickets are issued within required timeframes
• Coordinate changes to air travel arrangements, including necessary updates to associated services such as hotel bookings, transfers, and car hire
• Communicate flight schedule changes to direct customers and travel agents via phone, email, etc., and update all affected package components and documentation accordingly
• Apply ABTA/ATOL guidelines to ensure customer arrangements comply with industry and company policies
• Provide support during crisis situations (e.g. adverse weather, natural disasters, political unrest) to maintain customer service continuity
• Inform customers and agents of accommodation renovations and manage any resulting changes, including relocations due to hotel closures, overbookings, or major refurbishments
• Respond to supplier communications within 72 hours and update customers or agents with relevant changes
• Negotiate with suppliers to secure the best possible outcomes for both the customer and the business
• Uphold GDPR standards and maintain a consistently professional approach in all interactions
• Collaborate effectively with team members and cross-functional teams to resolve customer issues
• Take ownership of personal development to enhance the customer experience
• Support the team manager in achieving service level targets and provide feedback on system issues and improvement opportunities
• Consistently demonstrate dnata Travel Group’s Vision, Mission, and Values in daily work

To be considered for this role, we need you to have the following skills, experience and qualifications:  

• GCSE Grade A*-C/9-4 in English and Maths or equivalent
• Great communication skills – verbal & written
• Able to deliver a difficult message with empathy and remain calm
• Customer focussed
• IT literate with great keyboard skills
• Accuracy and attention to detail
• Great team player with a positive attitude
• Problem solving skills
• Adaptable and able to work under pressure
• Numerate

Desirable:

• Experience with GDS /travel systems
• Previous travel industry or contact centre experience