Business Support Assistant- GDS and 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 a One Global HQ model, WFP has established a GHQ Travel Hub to centralize and optimize global travel services. This hub ensures policy compliance, cost-efficiency, and consistent service delivery across all WFP operations worldwide, supporting the organization's mission by facilitating essential travel.
Job Purpose
The Business Support Assistant (GDS and Ticketing Specialist) is responsible for providing comprehensive end-to-end air ticket processing services, with a primary focus on managing flight bookings through a Global Distribution System (GDS). This role involves identifying and presenting optimal flight options to requestors, ensuring adherence to WFP travel policies and corporate efficiency principles. The incumbent will utilize strong technical expertise in airline reservations, ticketing rules, and fare construction to guarantee accurate, timely, and compliant ticketing. Key responsibilities include processing travel requests, performing flight searches and reservations, coordinating with travelers, issuing e-tickets via the BCD Automated Ticket Issuance system, and ensuring all bookings meet WFP's standards for cost containment, policy compliance, and security. The role also involves client support, resolving ticketing issues, and contributing to process improvements within the GHQ Travel Hub.
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 making reservations to ensure optimal routing, fare selection, and adherence to WFP travel policies. The role requires preparing and presenting flight options to travelers, clearly detailing fare conditions and constraints, and coordinating with them to finalize itineraries. Once confirmed, finalized itineraries are submitted for ticket issuance. A key aspect is ensuring all bookings comply with WFP policies, financial rules, and security requirements, applying cost-containment principles by selecting the lowest logical fares and approved routes. Accuracy checks on itineraries and ticketing data are crucial before issuance. The position also involves serving as a contact for ticketing-related queries, liaising with travel management companies and internal stakeholders to resolve issues like re-issues, exchanges, and cancellations, and supporting travelers during disruptions by proposing alternative solutions. Continuous improvement of ticketing workflows and knowledge sharing on GDS functionality and best practices are also expected.
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, Record Keeping, Process Improvement, Communication Skills, Attention to Detail