Travel Support Executive

September 3, 2024

British Airways

Crawley

FULL TIME & PART TIME

British Airways Holidays
Our colleagues and customers are at the heart of everything we do.
We’re one of the UK’s leading and most trusted tour operators. We provide holiday packages, hotels, car hire and experiences via ba.com and the British Airways contact centres. From carefully selected hotels to our 24-hour support helpline we take every element of our customers’ holidays seriously.
As part of the British Airways brand we offer the advantages of being part of the UK’s largest airline coupled with all the benefits of being in a smaller company. Our country’s passion, diversity, excellence, creativity and warmth are the same special qualities that make all 340 of us at British Airways Holidays who we are.
British Airways Holidays is a great place to work, but don't just take our word for it. In a recent colleague survey, 91% of our colleagues agreed that people want to work here because of our culture and 94% confirmed we have a vision for the future that's easy to understand and meaningful.
Our business is growing and has ambitious plans, so it’s it a really exciting time to join our team.
About the role
We want to provide the best holiday memories to our customer and have multiple teams supporting our customers through their holiday experience with us. Our Travel Support team, where this role sits, delivers the system rebooking tickets, customer accessibility assistance, and administration support to our customer facing teams. This role does not deal with customers but uses our various ticketing systems to rebook customers when things change with them or us.
Each day you are assigned your customer bookings to work through. It’s a fast paced feel where you have in the region of 50-70 bookings to work through in the day to quickly rebook customer onto suitable alternative flights and holidays. Following set written instructions on the parameters of rebooking you need to work quickly, accurately and thoroughly through your bookings. Having the autonomy to make decisions on when and how to rebook within these parameters.
As well as rebooking you will look after supporting customers that have flagged they need extra support. Liaising with the hotels and suppliers to ensure our customers have the extra support they need to fully enjoy their holiday with us. Lots of variety as every customer is different with different needs.
This role is part of a friendly and supportive team that has a real team atmosphere where we work together to solve and complete bookings. Using Teams chat to share knowledge and support each other. You will not be on your own and will enjoy working as a team. Passing across your assigned booking at the end of each day.
This is a Monday to Friday role with flexible start and end times, rather than a rosta or shift role. There is overtime available during period disruption and no bank holiday working.
Great role if you either have experience in ticketing, come from a customer operational background and want to experience a more back end role or if you want to get a really great insight to the travel industry.
What you will be doing

60 % of your time is spent on ticketing. Executing the rebooking and ticketing of bookings affected by flight disruption. Liaise with our hotel suppliers to ensure flight and ground arrangements are aligned. Complete full and partial ticket refunds and identify and rectifying ticketing errors
The rest of your time you will be split between responding to requests for special assistance and providing administrative support to our customer facing teams.
Liaising with suppliers and ensuring that appropriate arrangements can be provided to customers with any disability requirements. Provide timely follow up, chasing suppliers if required and providing customers with status updates
Provide administrative support to our customer teams, categorise and prioritise emails within the Customer Relations shared mailbox. Contribute to liaising with suppliers to investigate customer feedback as appropriate and ensure adequate responses are received
Supporting our Duty Office in times of disruption, where overtime is available.

What you will bring:

This role uses a variety of ticketing systems so proven ability to work with different systems and proven ability to pick up new systems and processes quickly and self-sufficiently is a must.
You will be following standardised processes for rebooking so ability to follow set processes & procedures, and the ability to deliver these changes via a system.
You will have the freedom and autonomy to make the rebooking decision and the solutions you put in place for our customers with additional needs. So you need to be able to work independently and use own initiative – experience of sound decision making skills
Fully computer literate with MS Excel
The administrative element of the role needs numerate, analytical, logical & methodical approach with a good attention to detail.
Experience of using Amadeus and the ability to interpret ticket entries is an advantage, but not essential.

What we can offer you
To help you decide whether you would like to apply, as a guide, a typical salary in this role is circa £24,000 per annum (this may vary depending on your relevant skills and experience).
Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally, this role works from our offices twice a week, with additional days as needed depending on meetings etc. Office days are co-ordinated so that colleagues in the same team are in the office together to collaborate in person. We support new colleagues in the office full time for the first few weeks to facilitate to training, the amount of weeks will be depended on how training progresses.
We are advertising this role as a permanent full time role, however if you would like to apply on a part time basis, you are welcome to open a discussion about this at the stage of the application process that suits you.
Key benefits include

25 days holiday per calendar year, increasing by one day for every two complete years’, to a maximum of 30 days, plus normal bank holidays.
Unlimited standby and premium standby fares for you and your nominees on the BA network and partner airlines, from day one
Discounts on BA flights and holidays from day one for you, your friends and family
Flexible start & finish times
Annual incentive scheme and salary review (dependant on company & individual performance)
Company contributory pension scheme up to a maximum of 5% colleague and 11% company contributions.
Flexible benefits package including generous life assurance cover, plus options such as dental /medical cover, and cycle to work, technology and electric car schemes.
Range of colleague wellbeing and recognition programmes

Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.

We aim to be inclusive – everyone feels valued and respected as an individual.
We aim to ensure equality and equity-everyone treated fairly as individuals with recognition of unique differences.
We aim to be diverse – with a mix of colleagues representing our community.

Please see our Linked In page to find out a bit about our recent activity.
Closing date for applications is: Sunday 15th September
Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

We regret to inform you that this job opportunity is no longer available