MAIN OBJECTIVES

• Efficiently provide outbound/inbound support to Gulf Air airport offices, all GF networks and Worldwide Contact Centre by providing a seamless solution needed during flight disruption and schedule recovery, resolve all issues and immediate re-accommodation.

• Handle all Gulf Air outstations, airports and Gulf Air HDQ (headquarter) departments in a timely and efficient manner.

• Central point of contact for complete GF networks, airports and local offices. To act as a central backup for all outstations related to last minute assistance.

MAIN DUTIES

1. Provide active handling of calls and email communciation to/from GF stations, WWCC & airport offices.

2. Process schedule changes and rebooking for all effected passengers on best alternative flights and advise GF offices accordingly.

3. Re-accommodate all effected passengers from day-to-day flights operational disruption on next alternative available flights and/or other airlines ensuring most cost effective re-route options are chosen when disruption occurs using SPA documents.

4. Handle invalid schedule changes reaccommodation bookings (KNP) PNRs.

5. Check/edit daily movement plan for all GF flights assignment.

6. Liaise with all stake-holders in IOC during time of disruption and daily movement planning.

7. CRC related queues handling (schedule change, medical requests, inadmissible tickets, plus grade, booking reinstates, misconnection flight, assigning infant seat etc)

8. Assist WWCC, GF outstations and airport offices in all reservation related issues (divide PNRs, segment cancellation, etc.) requiring a special duty code (in Sabre Reservation System) to avoid any delay in action for passengers convenience.

9. Responsible within 3-days control period to review schedules and propose potential flights for cancellation/combination taking into account such factors as booked seat factor, rotational profitability, cargo contribution, premium cabin loads, VIP passengers booked, impact on schedule offering and suitability of passenger reaccomodation options and final approval to be obtained from the commercial team management.

10. Handle all requests for carriage of incapacitated passengers according to the laid down procedure.

11. Provide all GF network and catering suppliers passengers list and flight booked load messages.

12. Handle code share allotments booking names as per reservations laid down procedure.

13. Editing booking related to rejected teletypes.

14. Process all type of passenger’s special requests such as special meals, pre-reserved seats and others.

15. Handle and update all medical cases CMP notification; follow up with GF DR for final decision and prepare daily/monthly medical cases reports.

16. Handled all DNB lists sent by all GF stations by providing passenger alternatives.

17. Provide assistance to inventory and group teams by creating Groups/Charter flights which will allow to add passengers names in timely manner.

18. Investigate and provide other GF departments such as customer expericance with feedback and details related to passenger complaint handled by CRC team.

19. Update CRC department share point reports on daily/weekly/monthly basis based on action taken and instruction given.

20. Escalate any feedback to protect and maintain GF customer base and business goals.

21. Ensure company/department policies and procedures are followed in all the above duties and responsibilities.

EDUCATION

Secondary school certificate or higher educational degree.

EXPERIENCE

Minimum of three years’ experience in reservations field.