Refund Operations Executive

Summary:

Responsible for managing and coordinating airline ticket refund and rebate operations, ensuring refund requests are processed accurately, timely and in accordance with airline requirements and company policies. The role involves coordinating with airlines, B2B agents, OTAs and internal departments, handling refund enquiries and disputes, monitoring outstanding cases, and supporting Finance with settlement, reconciliation and reporting.

Job Description:

• Refund & Rebate Processing

  • Handle airline ticket refund and commission rebate requests in accordance with airline fare rules, company policies and procedures.
  • Review refund eligibility, ticket details and supporting documents before processing.
  • Process various types of refunds, including voluntary, involuntary, partial, tax and unused ticket refunds.
  • Ensure refund requests are submitted accurately and within the required timeline.
  • Calculate refund amounts and process approved refunds in accordance with Finance procedures.
  • Prepare relevant documents, including credit notes, for refund settlement.

• Refund Case Management

  • Monitor and manage refund cases from submission through to completion.
  • Follow up with airlines, B2B agents, OTAs and internal departments on pending or outstanding cases.
  • Handle refund disputes, appeals and discrepancies and work towards timely and amicable resolutions.
  • Investigate refund-related issues and ensure appropriate corrective actions are taken.
  • Maintain accurate records and documentation of refund cases for tracking, reconciliation and audit purposes.

• Airline & Stakeholder Coordination

  • Liaise with airlines and relevant business partners regarding refund status, requirements and disputed cases.
  • Communicate clearly with B2B agents, OTAs and internal teams on refund progress and outcomes.
  • Prepare and respond to email correspondence related to refund enquiries, appeals and follow-ups.
  • Ensure compliance with applicable airline procedures, IATA requirements and company SOPs.
  • Perform other duties and ad-hoc assignments related operations as required.

Job Requirments:

• Diploma/Degree in Travel, Tourism, Business Administration or a related field.
• 2-5 years of experience in airline ticketing, refunds or travel operations.
• Familiar with GDS systems and airline ticketing procedures.
• Good understanding of airline fare rules, refund policies and ticketing processes.
• Strong numerical and calculation skills with good attention to detail.
• Good communication, coordination and problem-solving skills.
• Able to work independently and manage multiple cases within deadlines.
• Experience in B2B travel operations or OTA environment will be an advantage.
• Proficient in Microsoft Office, especially Excel.