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Flight Schedule Adjustment Specialist

2 months ago

Saint Paul, Minnesota, United States Apple Leisure Group Full time

Apple Leisure Group (ALG) is a leader in the travel and hospitality industry, renowned for delivering exceptional leisure travel experiences to a variety of destinations globally. As a fully integrated travel and leisure management organization, we oversee every aspect of our clients' vacations, ensuring a seamless journey from booking to return.

As a vital member of our team, the Airline Schedule Change Coordinator plays a crucial role in assisting clients whose travel plans have been disrupted due to airline-initiated schedule changes. This position involves direct interaction with customers and travel agents through inbound communications, as well as proactive outreach to ensure all concerns are addressed.

Key Responsibilities:

  • Manage inbound calls and emails related to schedule changes.
  • Utilize airline systems to review Passenger Name Records (PNRs), sell flights, and manage queues effectively.
  • Update the ALG reservation system with relevant flight changes and customer comments.
  • Communicate with supervisors regarding customer issues that may affect service delivery.
  • Provide constructive feedback on system errors and escalation issues to supervisors.
  • Collaborate with other departments to resolve schedule change challenges as necessary.
  • Engage with airline partners via email and phone to confirm or explore schedule change options.
  • Assist team members with airline system inquiries through an internal support queue.
  • Meet established performance metrics consistently.
  • Leverage tools such as Microsoft Teams and Zendesk for effective communication and problem-solving.
  • Maintain documentation for airline processes and tracking as required.
  • Support SkyTeam customers with both voluntary and involuntary changes.

Qualifications:

  • High school diploma or GED; one year of relevant experience or training preferred.
  • Familiarity with airline systems is advantageous.
  • Proficient in Microsoft Office applications.
  • Experience with internal reservation systems is a plus.
  • Strong customer service skills, including needs assessment and quality standards.
  • Ability to identify problems and evaluate options for resolution.
  • Capable of working independently and collaboratively within a team.
  • Detail-oriented with excellent listening skills.
  • Sound judgment and decision-making abilities.
  • Exceptional verbal and written communication skills.

About Apple Leisure Group:

At ALG, we are committed to providing unparalleled service and ensuring that every client's vacation experience exceeds expectations. Our diverse portfolio of brands allows us to deliver exceptional value to travelers while maintaining strong relationships with resort owners and partners.

We pride ourselves on our commitment to diversity and inclusion, fostering a workplace where every colleague can thrive. Our values of empathy, well-being, inclusion, integrity, respect, and experimentation guide our operations and interactions.

Benefits:

  • Travel perks and benefits for both ALG and affiliated brands.
  • Comprehensive medical, dental, and vision insurance.
  • Life insurance and disability coverage.
  • Paid parental leave and wellness programs.
  • Travel discounts and paid time off.
  • 401(k) plan with company matching.

We are proud to be an equal opportunity employer and maintain a drug-free workplace.