Ticketing Manager

Company Description:

Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, specialising in providing customised travel packages to partners across the ASEAN/WESTERN region. We are committed to delivering exceptional travel experiences through strategic partnerships and high-quality travel products.

In line with our growth strategy, our company has expanded its business into the Singapore market under the registered entity ICE HOLIDAYS (S) PTE LTD. We are primarily focused on B2B outbound travel, offering curated international travel solutions to our network of travel partners. This expansion marks a significant milestone in our regional development, allowing us to better serve our partners and clients in Singapore with localized support and tailored travel services.

The Ticketing Manager plays a key operational role in overseeing all airline ticketing functions within the organisation. This role is responsible for managing daily ticketing operations, ensuring accuracy in ticket issuance, reissuance, and refunds, as well as fare calculations and compliance with airline policies and industry regulations.

The position requires close coordination with airlines, GDS systems, internal sales teams, and travel partners to ensure efficient ticketing processes, cost control, and high service standards.

Responsibilities:

. Oversee and manage the daily airline ticketing operations, including ticket issuance, reissuance, refunds, exchanges, and fare recalculations.

. Ensure all ticketing activities comply with IATA regulations, airline fare rules, BSP (Billing and Settlement Plan) procedures, and industry compliance standards.

. Supervise and guide the ticketing team to ensure accuracy, productivity, and service quality.

. Monitor airline fare updates, ticketing policies, and travel regulations to ensure proper implementation.

. Work closely with airlines, consolidators, and suppliers to resolve ticketing issues, ADM/ACM cases, and operational matters.

. Support sales and operations teams with ticketing expertise, fare quotations, routing options, and complex ticketing solutions.

. Ensure proper queue management in GDS systems (Example: Amadeus / Sabre / Galileo) and monitor ticketing deadlines.

. Review and monitor ticketing performance, error rates, and operational efficiency to implement improvements.

. Assist management in negotiating airline fares, group fares, and special arrangements where applicable.

. Prepare ticketing reports and operational updates for management review.

. Handle escalations related to ticketing discrepancies, schedule changes, cancellations, and airline irregularities.

. Carry out any other related ad-hoc duties as assigned by Management.

Requirements:

. Minimum 5-8 years of relevant experience in airline ticketing or travel operations, preferably within a B2B travel agency, airline, or travel wholesaler environment.

. Candidates with previous airline industry experience will be highly preferred.

. Strong knowledge of airline fare rules, ticketing procedures, and travel industry regulations.

. Hands-on experience with GDS systems such as Amadeus, Sabre, or Galileo.

. Strong understanding of ticket issuance, reissue, refunds, ADM handling, and fare construction.

. Excellent problem-solving skills and ability to manage complex ticketing scenarios.

. Strong leadership and team management capabilities.

. Good communication and coordination skills with airlines, suppliers, and internal teams.

. Proficient in Microsoft Office and ticketing reporting systems.

. Ability to work in a fast-paced environment while maintaining accuracy and attention to detail.

. Experience in the Singapore travel market is highly preferred.

Benefits:

. Annual Company trip (For Confirmed Employees)

. Yearly Bonus depending on Company performance and reflect to Individual performance

. Annual performance appraisal review annually to identify room for improvement process

. Outpatient medical coverage from registered clinics

. Employee price for travel packages (For Confirmed Employees)

. Company uniform provided

. Travelling claims by receipt