Flight Schedule Adjustment Specialist

2 weeks ago

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

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

As a valued Airline Schedule Change Coordinator, you will play a crucial role in assisting clients across all ALG brands whose travel plans have been disrupted due to airline-initiated schedule changes. Your responsibilities will include direct interaction with customers and travel agents through inbound communications, as well as proactive outreach to ensure clarity and support. You will also provide essential assistance to internal teams navigating the airline systems.

Key Responsibilities:

  • Manage inbound calls and emails related to schedule changes using the designated communication systems.
  • Access and utilize airline systems to review Passenger Name Records (PNRs), sell flights, and manage queues effectively.
  • Input updates and comments into the ALG reservation system, ensuring accurate flight change documentation.
  • Communicate any customer issues to Supervisors that may affect service delivery.
  • Offer constructive feedback to Supervisors regarding escalation matters or system discrepancies.
  • Collaborate with various departments to resolve schedule change challenges as necessary.
  • Engage with airline partners via email and phone to confirm or inquire about schedule change options.
  • Assist team members with airline system inquiries through an internal support queue.
  • Meet and exceed established performance metrics.
  • Utilize communication tools such as Microsoft Teams and Zendesk for effective collaboration and problem-solving.
  • Maintain updated informational resources regarding airline processes and tracking sheets.
  • Perform additional duties as assigned.
  • Provide service to SkyTeam customers regarding both voluntary and involuntary changes.

Qualifications:

  • High school diploma or equivalent; at least one year of relevant experience or training is 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 service delivery.
  • Ability to identify problems and evaluate options for effective solutions.
  • Capable of working independently as well as collaboratively within a team.
  • Detail-oriented with excellent active listening abilities.
  • Sound judgment and decision-making skills, considering the costs and benefits of potential actions.
  • Exceptional verbal and written communication skills.

About Apple Leisure Group:

At ALG, we prioritize our clients' experiences from the moment they book their vacations. Our commitment to high standards and a passion for travel drives us to collaborate closely with our agents, ensuring that every vacation exceeds expectations. As an industry leader, we leverage the strengths of our diverse brands to deliver exceptional value to travelers and robust performance to our partners.

We are dedicated to fostering a culture of care and belonging, where our colleagues and guests are at the heart of our operations. Our values—Empathy, Well Being, Inclusion, Integrity, Respect, and Experimentation—guide our interactions and business practices.

Our Commitment to Diversity & Inclusion:

Being part of ALG means embracing a diverse and inclusive environment. Our teams reflect a rich tapestry of cultures, backgrounds, and identities, and we are committed to diversity in our hiring practices, partnerships, and community engagements.

Benefits:

  • Travel perks and benefits for both ALG and Hyatt.
  • Comprehensive medical, dental, and vision insurance.
  • Basic 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.

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