Business Support Assistant (gds & Ticketing Specialist)

Organizational Context

The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building pathways to peace and prosperity. Operating under the One Global HQ model, the GHQ Travel Hub centralizes and streamlines global travel services to ensure policy compliance, cost efficiency, and consistent service delivery across all WFP operations worldwide, supporting the organization's operational readiness.

Job Purpose

The Business Support Assistant (GDS & Ticketing Specialist) will provide comprehensive end-to-end air ticket processing services, primarily utilizing a Global Distribution System (GDS). This role is crucial for supporting the GHQ Travel Hub by identifying optimal flight options, managing bookings, and ensuring timely electronic ticket issuance through the BCD Automated Ticket Issuance system. The incumbent must possess strong technical expertise in airline reservations, ticketing rules, and fare construction to guarantee accurate, compliant, and cost-effective ticketing in line with WFP travel policies. This position is key to facilitating smooth and efficient travel for WFP personnel, directly contributing to the organization's ability to deliver humanitarian assistance effectively across the globe.

Responsibilities

The primary responsibility is to manage end-to-end air ticket processing using a Global Distribution System (GDS). This involves receiving and processing air travel requests, performing flight searches and reservations to find optimal routes and fares, and ensuring all bookings comply with World Food Programme (WFP) travel policies, financial rules, and security requirements. The role requires preparing and sharing proposed flight options with clear fare conditions, coordinating with travelers to confirm itineraries, and submitting finalized bookings for ticket issuance through the BCD Automated Ticket Issuance system. A key aspect is ensuring timely e-ticket issuance and accurate transmission of travel documents. The position also involves conducting accuracy checks on itineraries and fare rules, maintaining booking records, and serving as a point of contact for ticketing-related inquiries. This includes liaising with travel management companies and internal stakeholders to resolve issues such as re-issues, exchanges, cancellations, and disruptions, while also supporting travelers during travel disruptions by proposing alternative solutions. Furthermore, the role contributes to process improvement, knowledge sharing on GDS functionality and best practices, and identifying recurring issues or policy gaps to propose solutions. Maintaining clear, timely, and professional communication with all stakeholders is essential throughout these responsibilities.

Work Experience

Requires a minimum of 4 years of relevant experience in airline reservations, ticketing, or travel operations. Prior experience with Travel Management Companies (TMCs) or international organizations is beneficial. Familiarity with UN/common system travel rules is also desirable.

Skills

Global Distribution System (GDS), Airline Reservations, Ticketing Rules, Fare Construction, Travel Policy Compliance, Client Support, Process Improvement, Data Accuracy, Communication Skills, Organizational Skills

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