Korean Air Reservations Officer

Overview
Universal Tours and Travels Pvt. Ltd. (UTT) Nepal is a legal enterprise that primarily operates an airlines
representative office in the capacity of a General Sales Agent (GSA). The Reservation Officer will
manage flight reservations, modifications, cancellations, and reissues as well as respond to customer
inquiries via phone, email, and other approved channels in a professional and timely manner linked to
Korean Air’s network.

Key Responsibilities
Reservation & Ticketing Operations
     • Handle flight reservations, modifications, cancellations, and reissues using airline reservation
     systems and GDS platforms.
     • Accurately apply fares, taxes, penalties, and ticketing rules in line with airline policies.
     • Issue tickets, EMDs, refunds, and revalidations within defined service level agreements (SLAs).
     • Ensure accuracy of passenger details, travel documents, and special service requests (SSR).
Customer Service, Sales, Travel Agent Support
     • Respond to customer inquiries via phone, email, and other approved channels in a professional
     and timely manner.
     • Provide clear information on schedules, fares, baggage allowances, seat selection, and ancillary
     services.
     • Promote and upsell ancillary products where applicable to support revenue objectives.
     • Resolve customer issues efficiently while maintaining a high standard of service quality. Support
     travel agents and corporate partners with bookings, fare queries, ticketing issues, and policy
     clarifications.
      • Assist with group booking requests and coordinate with the sales or groups department as
     required.
     • Maintain positive working relationships with trade partners through accurate and timely support.
Compliance & Reporting   
     • Ensure all reservation activities comply with airline procedures, fare rules, and regulatory
     requirements.
     • Maintain accurate records of transactions, refunds, and customer interactions.
     • Escalate complex cases, irregular operations (IROPs), or system issues to supervisors as
     required.        
     • Assist in preparing basic operational or performance reports when requested.

Preferred Experience & Qualifications
     • Diploma or Bachelor’s degree in Travel, Tourism, Business, or a related field is preferred.
     • 1–3 years of experience in airline reservations, call center operations, or travel agency ticketing.
     • Hands-on experience with airline reservation systems and GDS (e.g., Amadeus, Sabre, Galileo) is
     highly desirable.
     • Strong knowledge of airline fares, ticketing rules, and basic IATA procedures.
     • Excellent communication skills in English; additional languages are an advantage.
     • Strong attention to detail and ability to work under pressure in a fast-paced environment.
     • Customer-focused mindset with problem-solving and interpersonal skills.
     • Willingness to work shifts, weekends, and public holidays as required.