AddisFly - Booking Agent — Role Pack
Booking Agent — Role Pack
Everything a booking agent needs, in the order the day happens. The detailed guides already exist — this page tells you which one, when, and what you are judged on. Read it on day one, then keep it open for your first month.
1. What you own
You own a customer from the first message to a ticket in their hand, and the booking record that proves it. A booking you created is yours until it is issued, refunded or handed over in writing.
Your supervisor is Salem (floor: queue, roster, escalations). Quality and airline fines are Yonathan's desk — he audits and coaches.
2. Your numbers
These five are read every week. They come from the system, not from opinion.
| Number | Target |
|---|---|
| Bookings issued | Your daily quota |
| Unticketed over 48 hours | Zero — see rule 4 |
| Name or passport errors | Zero |
| Payment recorded before issuing | Every ticket, no exception |
| Reply time to a waiting customer | Under the inbox target |
3. Your day
Start of shift
- Check in — biometric or mobile. See Attendance & Working Hours.
- Set your Duty switch — the pill at the top of the screen. Turn on Taking bookings and the channels you are covering today. If you are on a back-office day (data clean-up, group files), turn on Back office mode and write the reason so your supervisor sees what you are doing instead of silence.
- Read the handover left for you — see End-of-Day Handover Procedure.
- Clear your queue first: your unticketed bookings and waiting customers come before new work.
During the shift
| Task | Guide |
|---|---|
| Search, book and issue in the GDS | GDS Step-by-Step Booking Guide · GDS Live Booking |
| Issue, refund, exchange, void | Issuing, Refunds & Exchanges — Click-by-Click |
| Record a ticket issued outside the system | Manual Intake |
| Talk to customers | Communication Inbox — Daily Routine SOP · Customer Service SOP |
| Price and service fees | Pricing & Service Fees |
| Group bookings | Group Bookings |
| Corporate and agency customers | Corporate & B2B Booking Flow |
| Something is stuck | Booking Troubleshooting Guide |
| Quick lookups | Booking Quick Reference |
End of shift
- Close or hand over every booking still open — nothing is left silent.
- Write the handover for the next shift.
- Submit your Daily Work Report — see Daily Work Report & Overtime.
- Check out, and turn your Duty switches off if you are not on call.
4. The 48-hour rule
No booking sits at Pending Ticketing for more than 48 hours without a written reason on the booking itself.
Why it matters: in September 2026 we found 269 bookings stuck this way, the oldest 88 days old. Most were unpaid holds the airline had already dropped — but the customer did not know that. Every one of them was somebody's customer.
If the customer has not paid, say so on the booking and close it. If they are paying tomorrow, write that. Silence is the only wrong answer.
5. Sign-on and credit — two different things
| Field | Means |
|---|---|
| Issuing agent (sign-on) | The GDS sign-on the ticket was issued on, e.g. ZKT. Never changes — it is the audit trail. |
| Booking agent | The person credited with the work. |
If you issue on a colleague's sign-on, the sign-on stays theirs and the credit should be corrected to you. Changing the credit is logged with your name, which is normal and expected — it keeps the numbers honest.
Work created by staff without a booking role is credited to whoever created it. Website bookings nobody claims are routed automatically to an agent who is on shift and switched on.
6. Where to see the team
Team Center (button Team in the Communication Inbox, or /app/team-center)
shows who is working on each desk right now, who is free, and which customers
are waiting. Everyone can look. Reassigning is for supervisors.
7. The ladder
| Step | You own | You move up when |
|---|---|---|
| Intern – Booking Agent | Search, hold, data entry. No issuing. | You complete a booking start to finish with no correction for two weeks |
| Booking Agent – Junior | Your own customers, bookings, issuing, payments recorded | You meet the daily quota, nothing unticketed over 48 hours, invoices match |
| Booking Agent – Senior | Complex fares, exchanges, refunds, groups; you help juniors | You train a junior to Junior level and hold a clean month on errors |
| Ticketing Supervisor | The queue, the roster, approvals, escalations | — |
Growth inside a step is by Grade 1–5 (years served). Leading a team is an additional role on your scorecard with an allowance — your job title stays at your experience level. See Grades & Growth.
8. Rules that are not negotiable
- No ticket before the payment is recorded. Not "he promised", not "the agency always pays".
- Passenger names must match the passport exactly. A wrong name is a reissue, a fine, or a passenger who does not fly.
- Reply from the inbox, not your personal phone. A reply nobody can see is a reply nobody can hand over.
- Never release a PNR that has other passengers on it.
- Escalate early. A problem told to Salem at 10am is small.