Reporting to the , the Travel Advisor is responsible for providing excellent service to Kenya Airways (KQ) customers. The primary objective is to ensure customer satisfaction, loyalty, and retention at the lowest cost within the scope of the KQ sales business plan.
Lead Travel Advisor
Key Responsibilities
Customer Service
Offer exemplary service to improve customer satisfaction and retention.
Manage all Special Service Requests (SSR) and follow up on actions to ensure seamless service (e.g., special meals, wheelchairs, advance seat requests).
Assist customers who have been misconnected, denied boarding, or experienced flight delays by rerouting or rebooking according to approved procedures.
Resolve customer complaints and escalate to the Lead Travel Advisor or Customer Relations department when necessary, ensuring follow-up on feedback.
Provide professional customer care and accurately communicate KQ products, schedules, and fares to maximize sales and meet revenue targets.
Ticketing and Sales
Adhere to approved tariff schedules and fares to maximize revenue and minimize unnecessary billing from other carriers.
Ensure passenger tickets contain the correct booking class, seasonality, and names as per passports.
Facilitate Special Service Requests and provide seamless servicing for direct corporate and group requests.
Handle EMD (Electronic Miscellaneous Document), VOID, and Refunds reporting, and facilitate partner tickets.
Create and maintain customer profile data to assist in the distribution of promotional fares.
Promote online processes (booking, payment, and check-in) and loyalty programs like Flying Blue and Kool Flyers.
Generate ancillary revenue through the sale of KQ merchandise and extra legroom seats.
Safety and Reporting
Share daily sales reports with the Lead Travel Advisor for review and reconciliation.
Uphold office safety and security standards to safeguard company resources.
Manage risks associated with card acceptance policies.
Skills and Competencies
Excellent teamwork and interpersonal skills.
Strong customer focus and result-oriented mindset.
High-level organizational skills.
Tech-savvy and comfortable using digital tools.
Strong negotiation and presentation capabilities.
Resilience and the ability to handle pressure or difficult situations calmly.
Qualifications and Requirements
Education: KCSE 'O' level Division III or C+ and above.
Professional Certification: IATA/UFTAA Diploma (Intermediate to Advanced Airline fares and ticketing).
Knowledge: Demonstrated knowledge of airline products and the travel market.
Integrity: Must be a person of unquestionable integrity.
How to Apply
Interested and qualified candidates should apply online through the Kenya Airways careers portal at careers.kenya-airways.com.
How to Apply
Interested and qualified candidates should apply by visiting the official Kenya Airways careers portal. You can access the application link here: Kenya Airways Careers which redirects to careers.kenya-airways.com.
