Ethiopian Airlines

Role Summary

Provided customer service and reservation support for Ethiopian Airlines, handling flight bookings, passenger queries, and ticketing operations. Focused on delivering accurate, timely service while supporting revenue through add-on sales and efficient process execution.

Key Responsibilities

Reservations & Ticketing

• Managed flight bookings, cancellations, and modifications

• Created and updated PNRs with accurate passenger and travel details

Customer Support

• Handled inbound queries related to schedules, fares, and policies

• Provided end-to-end assistance for travel-related requirements

Sales & Ancillary Services

• Promoted add-ons such as extra baggage, seat selection, and upgrades

• Converted customer inquiries into revenue opportunities

Issue Resolution

• Addressed passenger complaints and service issues

• Coordinated escalations as per airline protocols

System Handling & Compliance

• Worked on airline reservation/GDS systems

• Ensured adherence to SOPs and data accuracy standards

Key Achievements

• Maintained consistent performance across service and sales metrics

• Ensured accuracy in booking and ticketing operations

• Enhanced customer satisfaction through effective query handling

Skills & Competencies

Airline Reservations | Ticketing | Customer Service | GDS Systems | Sales & Upselling | Issue Resolution

Business Impact

Contributed to airline operations by ensuring seamless booking management, improving customer experience, and supporting ancillary revenue generation through efficient service delivery.