Essential Job Details

• Position Title: Travel Advisor
• Location: Jomo Kenyatta International Airport (JKIA), Nairobi, Kenya
• Employment Type: Full-Time, On-site
• Number of Vacancies: 1
• Salary: Not disclosed
• Category/Department: Commercial
• Reporting To: Commercial Manager
• Application Deadline: August 12, 2025

Introduction

The Travel Advisor role at Jomo Kenyatta International Airport (JKIA) in Nairobi presents an exciting career opportunity for a passionate professional eager to deliver exceptional customer service and drive sales in Kenya’s aviation sector. This position focuses on promoting and selling Kenya Airways’ products and services, ensuring personalized travel experiences for both individual and corporate clients. Ideal for Kenyan professionals with a flair for ticketing, customer engagement, and sales, this role allows you to contribute to the success of a leading African airline while advancing your career at JKIA, Nairobi’s premier aviation hub.

About Kenya Airways

Kenya Airways, proudly known as The Pride of Africa, is a leading airline connecting Africa to the world through its hub at Jomo Kenyatta International Airport (JKIA). Operating flights to over 50 destinations, including 43 in Africa, the airline is a key player in global and intra-African connectivity. As a member of the SkyTeam Alliance, Kenya Airways leverages partnerships to enhance customer experiences through modern aircraft, innovative technology, and award-winning cabin crew known for their African hospitality. Committed to sustainability, diversity, and equal opportunity, the organization fosters a dynamic workplace that empowers employees to deliver excellence and contribute to community impact.

Key Responsibilities

The Travel Advisor will play a pivotal role in promoting Kenya Airways’ products, managing ticketing processes, and delivering outstanding customer service at JKIA. Key responsibilities include:

• Locate available flights and identify best connections to maximize revenue while meeting client needs.
• Assist customers in finding itineraries and prices that align with their travel requirements, applying upgrades to generate additional income.
• Provide accurate fare quotes to ensure customer satisfaction and optimize revenue for Kenya Airways.
• Handle special needs requests, such as unaccompanied minors or flight changes, ensuring proper ticket reissuance and fee collection.
• Action queues for flight changes, confirmations, and special requests like seat preferences, meals, and baggage requirements to reduce costs and enhance customer experience.
• Inform passengers about legal travel requirements, including passports, visas, health documents, check-in procedures, and baggage allowances.
• Sell excess baggage, Kool fliers (student fares), and other value-added services to boost sales and loyalty.
• Ensure correct usage of Computer Reservation Systems (CRS) and manage queues to minimize costs and increase revenue.
• Build client relationships through exceptional customer service to retain existing customers and attract new ones.
• Support travel agents with general inquiries to strengthen partnerships and enhance agent loyalty.
• Provide online assistance for reservations, check-ins, and payments to maximize sales and customer satisfaction.
• Suggest innovative ideas to improve services and increase Kenya Airways’ revenue as a market-leading airline.
• Resolve customer complaints, including denied boarding and baggage issues, to ensure satisfaction and retention.
• Coordinate tracing of lost, delayed, or misdirected baggage, ensuring safe delivery to maintain passenger confidence.
• Handle General Sales Agent (GSA) services, including ticket issuance, to expand Kenya Airways’ network through joint ventures.
• Manage flight schedule disruptions, performing service recovery to ensure seamless passenger experiences.
• Reconcile daily sales returns to account for personal sales contributions.
• Process refunds for unutilized tickets, ensuring passengers are informed of refundable amounts.
• Prepare Miscellaneous Charges Orders (MCOs) and invoices for timely and accurate ticket payments.
• Generate auxiliary revenue through sales of travel insurance, KQ holiday packages, and other ancillary products.
• Promote Kenya Airways products via telephone and email to enhance accessibility and sales.

Qualifications and Skills

To excel as a Travel Advisor at JKIA, candidates must possess the following qualifications and skills:

• Basic Airline Fare and Ticketing Training certification.
• 1–2 years of experience in a sales role, preferably in aviation or travel; an advantage but not mandatory.
• Sound knowledge of domestic and international travel requirements, trends, and availability.
• Passion for travel and tourism, with a customer-oriented approach.
• Proficiency in Computer Reservation Systems (CRS) for ticketing and queue management.
• Excellent communication skills to interact, negotiate, and build relationships with clients and agents.
• Fluency in English; multilingual abilities are an advantage.
• Strong initiative and proactiveness in identifying opportunities and solving problems.
• Solution-oriented mindset to address customer needs and operational challenges.
• Exemplary sales skills to promote Kenya Airways’ products and services effectively.

Company Culture and Values

Kenya Airways fosters a vibrant, inclusive, and customer-centric culture, emphasizing excellence, innovation, and African hospitality. The organization values diversity and equal opportunity, creating a workplace where employees are empowered to deliver exceptional service. With a commitment to sustainability and community engagement, Kenya Airways encourages continuous learning and professional growth. As a Travel Advisor, you will thrive in a supportive environment that prioritizes collaboration, accountability, and customer satisfaction, contributing to the airline’s mission to connect Africa to the world.

How to Apply

Apply now for the Travel Advisor position at JKIA, Nairobi. To submit your application:

• Prepare your CV and a cover letter clearly stating the job title (Travel Advisor – JKIA) in the subject line.
• Submit your application via the online portal: Apply for Travel Advisor – JKIA.
• Applications are reviewed on a rolling basis; only shortlisted candidates will be contacted.
• Note: Kenya Airways is an equal opportunity employer and does not charge any fees during the recruitment process. For assistance or accommodations due to a disability, contact the employer directly.

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Tags

Travel Advisor, JKIA jobs, airline ticketing, customer service, Nairobi aviation careers

Role Overview

The Travel Advisor role at Jomo Kenyatta International Airport (JKIA) is a dynamic position within Kenya Airways’ Commercial Department, focusing on delivering exceptional travel experiences and driving revenue through effective sales and customer service. Based at JKIA, Nairobi’s premier aviation hub, this role involves managing ticketing, resolving customer inquiries, and promoting Kenya Airways’ products to both individual and corporate clients. It is ideal for professionals passionate about travel, tourism, and customer engagement.

Why This Role Matters

As a Travel Advisor, you will be at the forefront of Kenya Airways’ mission to connect Africa to the world, ensuring passengers receive personalized, seamless travel experiences. Your work at JKIA will directly impact customer satisfaction, revenue generation, and the airline’s reputation as a market leader. By fostering client relationships and resolving travel challenges, you will contribute to passenger loyalty and the success of Kenya Airways’ operations in Nairobi.

Program Context: Commercial Operations at JKIA

Kenya Airways operates its primary hub at Jomo Kenyatta International Airport (JKIA), serving over 50 destinations worldwide. The Commercial Department, where the Travel Advisor role resides, focuses on promoting KQ products, managing ticketing, and delivering high-quality customer service. Leveraging tools like Computer Reservation Systems (CRS) and partnerships with travel agents, the team ensures operational efficiency and customer satisfaction, aligning with Kenya Airways’ commitment to excellence and innovation.

Day-to-Day Responsibilities

The Travel Advisor role involves a blend of ticketing, customer service, and sales activities. Daily tasks include:

• Locating and booking flights to meet customer needs while optimizing revenue.
• Assisting clients with itinerary planning, fare quotes, and special requests.
• Resolving customer complaints and handling baggage tracing to ensure satisfaction.
• Promoting ancillary products like travel insurance and holiday packages.
• Managing CRS queues to reduce costs and enhance service delivery.
• Reconciling daily sales and processing refunds for unutilized tickets.

Skills Development Opportunities

The Travel Advisor role offers significant opportunities for professional growth, including:

• Enhancing expertise in airline ticketing and Computer Reservation Systems.
• Developing advanced customer service and sales skills.
• Building proficiency in handling complex travel requirements and disruptions.
• Gaining experience in client relationship management and market intelligence.
• Strengthening problem-solving and negotiation abilities in a fast-paced environment.

Working at JKIA, Nairobi

Jomo Kenyatta International Airport (JKIA) is East Africa’s busiest aviation hub, serving over 7 million passengers annually and targeting 25 million by 2025. As a Travel Advisor, you will work on-site at JKIA, engaging with a diverse range of passengers and travel agents. The role offers access to modern facilities, including check-in counters, lounges, and retail options, ensuring a dynamic and supportive work environment in Nairobi’s vibrant capital.

Career Growth Potential

The Travel Advisor position is a gateway to advanced roles in airline commercial operations, customer service, or sales management. By working with Kenya Airways, you will gain exposure to global aviation trends, SkyTeam Alliance partnerships, and innovative customer service practices. This role provides a strong foundation for career advancement in Nairobi’s aviation and tourism sectors.

Commitment to Diversity and Inclusion

Kenya Airways is committed to fostering an inclusive workplace, ensuring equal opportunities for all employees regardless of background. The organization upholds strict policies against discrimination and prioritizes accessibility for candidates with disabilities. As a Travel Advisor, you will contribute to a culture of respect, collaboration, and excellence, aligning with Kenya Airways’ values of African hospitality and innovation.

Who Should Apply

This Travel Advisor role is ideal for professionals with basic airline ticketing training and a passion for travel and customer service. If you have 1–2 years of sales experience, proficiency in CRS, and a customer-oriented mindset, this position offers a chance to thrive in Nairobi’s aviation industry while contributing to Kenya Airways’ success.

How to Stand Out as an Applicant

To increase your chances of being shortlisted for the Travel Advisor role:

• Highlight your experience with airline ticketing or CRS in your CV.
• Demonstrate your customer service and sales skills in your cover letter.
• Showcase your knowledge of travel requirements and trends.
• Emphasize your ability to handle complex customer inquiries and disruptions.

Application Tips

When applying for the Travel Advisor position:

• Tailor your CV to highlight relevant ticketing and sales experience.
• Write a concise cover letter addressing your alignment with Kenya Airways’ goals.
• Submit your application before the deadline of August 12, 2025.
• Ensure all required documents are complete and correctly formatted.

Why Work at Kenya Airways

Working as a Travel Advisor at Kenya Airways offers a unique opportunity to contribute to a leading airline’s success while advancing your career in Nairobi’s aviation sector. By delivering exceptional customer experiences and driving sales, you will play a key role in shaping the airline’s reputation as The Pride of Africa. This position combines dynamic responsibilities with opportunities for growth in a globally connected industry.

Additional Information

Kenya Airways is an equal opportunity employer committed to fair and transparent recruitment processes. Candidates requiring accommodations due to disabilities should contact the employer directly. The recruitment process is free, and any misconduct should be reported through the provided contact channels. For more details, refer to the official application portal.

Conclusion

The Travel Advisor role at JKIA, Nairobi, is a transformative opportunity for professionals passionate about travel, customer service, and sales. By joining Kenya Airways, you will contribute to seamless passenger experiences, drive revenue, and grow your career in a dynamic aviation hub. Apply today to become part of The Pride of Africa and make a lasting impact in Nairobi’s aviation industry.