The Ticketing Manager is responsible for overseeing all airline ticketing operations within AAMove, ensuring accurate issuance, reissuance, refunds, exchanges, and compliance with airline and regulatory requirements (including IATA & Malaysian aviation standards). The role involves managing a ticketing team, coordinating with airline partners, optimizing processes, and providing superior customer service.
Key Responsibilities
Operational Management
Lead and supervise the ticketing team (issuance, reissuance, cancellations, refunds).
Ensure accurate and timely ticket issuance using GDS (Amadeus, Sabre, Galileo).
Monitor queues, fare rules, schedule changes, and ADM risks.
Maintain compliance with IATA, airline policies, and AAMove SOPs.
Commercial & Partner Management
Coordinate with airline representatives for fare updates, promotions, policy changes.
Negotiate special fares and incentives where applicable.
Monitor market trends and competitor pricing.
Customer Service & Issue Resolution
Support customer service teams on complex ticketing cases.
Handle escalations involving refunds, involuntary changes, no-show disputes etc.
Ensure high service standards aligned with Malaysian consumer protection requirements.
Team Leadership
Train staff on GDS, fare structures, ticketing rules, and AAMove tools.
Conduct periodic evaluations and guide performance improvement.
Reporting & Process Optimization
Track issuance volumes, errors, ADM incidents, and refund processing times.
Streamline ticketing workflows, automation opportunities, and system improvements.
Ensure cost control through minimizing ADM and optimizing processes.
Requirements/ Skills
Expert in GDS (Amadeus/Sabre/Galileo)
Strong understanding of fare rules (APEX, EX, RT, CAT conditions, SSR, OSI)
Knowledge of IATA, BSP Malaysia, MAVCOM regulations
Strong analytical and problem-solving skills
Leadership and communication skills
Diploma/Degree in Tourism, Hospitality, Aviation, Business, or related fields
Minimum 5–7 years airline/OTA ticketing experience
IATA/UFTAA certification preferred
Preferred experience in TMC/OTA/Large Travel company
Prior team leadership experience required
It all starts here. 23 years ago, a dream took flight - shaping and forever changing the travel industry in Asia. The idea was simple: Make flying affordable for everyone.
We made that dream happen. We started an airline in 2001. Today, we’ve evolved to become something much bigger. We’re now a world-class brand, a leading Asean airline, a digital travel and lifestyle platform; and we’re not stopping.
If you’re passionate about connecting people and transforming lives, we want you onboard. When it comes to your career, your Allstar journey will be an adventure. Find your dream career destination with us.
