Ticketing & Reservations Agent

Job Purpose

Uganda Airlines is seeking a professional, proactive, and customer-focused Ticketing & Reservations Agent based in Uganda. The role is responsible for making and confirming passenger reservations, issuing tickets, handling payments, and supporting passengers with special needs. The position also contributes to revenue generation through effective promotion of Uganda Airlines products while supporting smooth operational delivery.

Key Responsibilities

• Make and confirm passenger reservations using flight timetables, airline manuals, and reference systems.
• Conduct flight firming checks to optimize seat utilization and minimize no-shows.
• Issue airline tickets and Passenger Travel Advisories, ensuring correct fares and conditions are applied.
• Advise passengers on schedule changes, cancellations, confirmations, and re-accommodation options.
• Maintain accurate inventory of available passenger space and communicate updates to load control and relevant stations.
• Ensure timely and accurate closure of daily and monthly sales reports.
• Assist travel agents with seat confirmations, upgrades/downgrades, refunds, and processing of Miscellaneous Charges Orders (MCOs).
• Respond effectively to emergencies and operational disruptions affecting airline operations.
• Promote Uganda Airlines products and services to drive revenue growth.
• Support succession planning through continuous personal development and knowledge sharing with colleagues.
• Perform any other duties as may be assigned by Management from time to time.

Minimum Qualifications & Experience

• Certificate in IATA (mandatory).
• Diploma in Sales & Marketing or a related field.
• Knowledge of Computer Reservation Systems (CRS) and IATA processes (added advantage).
• High level of computer proficiency.
• Minimum of two (2) years’ relevant work experience (added advantage).
• Sound understanding of mathematics and world geography.
• Strong customer service orientation with high integrity and resilience.
• Ability to work effectively in a team-oriented environment.
• Proactive, results-driven, self-motivated, warm, friendly, and presentable.
• Excellent communication and interpersonal skills.