Essential Job Details

• Position Title: Travel Advisor
• Location: Johannesburg, South Africa
• Employment Type: Contract, On-site
• Number of Vacancies: 1
• Salary: Not disclosed
• Category/Department: Commercial
• Reporting To: Lead Travel Advisor
• Application Deadline: August 8, 2025

Introduction

The Travel Advisor role in Johannesburg offers a dynamic career opportunity for a customer-focused professional eager to promote Kenya Airways’ products and deliver exceptional travel experiences in a key international market. This position, based in Johannesburg, focuses on selling airline products and ancillary services at both B2C and B2B levels, ensuring personalized service for diverse clients. Ideal for professionals with a passion for aviation, sales, and customer engagement, this role allows you to contribute to the success of Kenya Airways, The Pride of Africa, while advancing your career in Johannesburg’s vibrant commercial hub.

About Kenya Airways

Kenya Airways, known as The Pride of Africa, is a premier airline connecting Africa to over 50 destinations worldwide, including 43 in Africa, through its hub at Jomo Kenyatta International Airport (JKIA) in Nairobi. As a member of the SkyTeam Alliance, the airline leverages global partnerships to deliver outstanding travel experiences with modern aircraft and award-winning cabin crew renowned for African hospitality. Committed to sustainability, diversity, and equal opportunity, Kenya Airways fosters a dynamic workplace that empowers employees to excel and contribute to community impact, making it an ideal environment for professionals seeking to advance their careers in aviation.

Key Responsibilities

The Travel Advisor will play a critical role in promoting Kenya Airways’ products, managing ticketing processes, and delivering exceptional customer service in Johannesburg. Key responsibilities include:

• Display available flights and identify optimal connections to maximize revenue while helping passengers save on costs.
• Assist customers in finding itineraries that meet their needs, applying upgrades to generate additional revenue.
• Provide detailed and accurate fare quotes to ensure the best applicable fares and optimize revenue for Kenya Airways.
• Handle special service requests (SSRs), including cancellations or changes to reservations, reissuing or revalidating tickets, and collecting applicable fees to generate income.
• Action queues appropriately, informing passengers of flight changes, confirmations, ticketing time limits, and handling special requests like seat preferences, meals, and baggage requirements to reduce Global Distribution System (GDS) costs.
• Highlight legal travel requirements, such as passports, visas, health documents, check-in procedures, and baggage allowances, to ensure seamless passenger experiences.
• Process Electronic Miscellaneous Documents (EMDs), sell excess baggage, and handle Kool fliers (student fares) to boost sales and passenger 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 by efficiently addressing general inquiries to strengthen partnerships and enhance agent loyalty.
• Provide online assistance for reservations, check-ins, and payments to maximize sales and ensure customer satisfaction.
• Suggest innovative ideas and recommendations to improve services, increasing revenue and reinforcing Kenya Airways’ position as a market-leading airline.
• Resolve customer complaints, such as denied boarding or 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.
• Address general inquiries for internal and external customers, maintaining a customer database to enhance loyalty and market intelligence.
• Reconcile daily sales returns (DSR) to account for personal sales contributions.
• Process direct and BSP refunds, ensuring passengers are informed of refundable amounts for unutilized tickets.
• Issue EMDs and invoices to ensure timely and accurate payment for tickets to both direct and indirect corporate clients.
• Generate auxiliary revenue through sales of travel insurance, KQ holiday packages, and other ancillary products.
• Sell Kenya Airways products via telephone, email, airport, and city ticket offices to enhance accessibility and maximize sales.
• Handle group requests, responding within agreed Service Level Agreements (SLAs) and following through from inquiry to ticketing and sale closure.

Qualifications and Skills

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

• Airline Fare and Ticketing Training certification, with a bias toward Amadeus.
• Over 2 years of experience in a sales and ticketing role, preferably in aviation; an advantage but not mandatory.
• Experience handling group requests and familiarity with IATA BSP processes is an advantage.
• Sound knowledge of domestic and international travel requirements, trends, and availability.
• Exemplary sales skills and a customer-oriented approach to drive revenue and satisfaction.
• Proficiency in Computer Reservation Systems (CRS), particularly Amadeus, for ticketing and queue management.
• Strong communication skills to interact, negotiate, and build relationships with clients and agents.
• Fluency in English; multilingual abilities are an advantage.
• Initiative and proactiveness in identifying opportunities and solving problems.
• Solution-oriented mindset to address customer needs and operational challenges.

Company Culture and Values

Kenya Airways fosters a vibrant, inclusive, and customer-centric culture rooted in African hospitality, innovation, and excellence. The organization values diversity, ensuring equal opportunities for all employees, and promotes a workplace where collaboration and accountability thrive. Committed to sustainability and community engagement, Kenya Airways empowers employees to deliver exceptional service and grow professionally. As a Travel Advisor, you will contribute to a culture that prioritizes customer satisfaction, teamwork, and continuous improvement, aligning with the airline’s mission to be The Pride of Africa.

How to Apply

Apply now for the Travel Advisor position in Johannesburg. To submit your application:

• Prepare your detailed CV clearly stating the job title (Travel Advisor – Johannesburg) in the subject line.
• Submit your application via the online portal: Apply for Travel Advisor – Johannesburg.
• 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. Only candidates with the right to live and work in Johannesburg will be considered.

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Tags

Travel Advisor, Johannesburg jobs, airline ticketing, customer service, aviation careers

Role Overview

The Travel Advisor role in Johannesburg is a dynamic position within Kenya Airways’ Commercial Department, focusing on promoting and selling KQ products, managing ticketing, and delivering exceptional customer service. Based in Johannesburg, a key international hub, this role involves engaging with both individual and corporate clients to provide personalized travel solutions. It is ideal for professionals with a passion for aviation, sales, and customer engagement, offering a chance to contribute to Kenya Airways’ global success as The Pride of Africa.

Why This Role Matters

As a Travel Advisor, you will play a critical role in driving revenue and enhancing customer satisfaction for Kenya Airways in Johannesburg. By delivering seamless travel experiences, resolving customer inquiries, and promoting ancillary services, you will contribute to passenger loyalty and the airline’s reputation as a market leader. Your work will directly impact Kenya Airways’ commercial success in a competitive international market, making this role both impactful and rewarding.

Program Context: Commercial Operations in Johannesburg

Kenya Airways operates a robust commercial strategy, leveraging its hub at Jomo Kenyatta International Airport (JKIA) and international offices like Johannesburg to connect Africa to the world. The Commercial Department, where the Travel Advisor role resides, focuses on promoting KQ products, managing ticketing, and delivering high-quality customer service. Using tools like Amadeus CRS, 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:

• Displaying 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 KQ holiday packages.
• Managing CRS queues to reduce costs and enhance service delivery.
• Reconciling daily sales and processing refunds for unutilized tickets.
• Handling group requests and ensuring timely responses within SLAs.

Skills Development Opportunities

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

• Enhancing expertise in airline ticketing and Amadeus CRS.
• Developing advanced customer service and sales skills.
• Building proficiency in handling group requests and BSP processes.
• Gaining experience in client relationship management and market intelligence.
• Strengthening problem-solving and negotiation abilities in a fast-paced environment.

Working in Johannesburg

Johannesburg, South Africa’s economic hub, offers a dynamic work environment with access to modern amenities and a thriving international business community. As a Travel Advisor, you will work on-site in Johannesburg, engaging with a diverse range of passengers and travel agents. The role provides opportunities to contribute to Kenya Airways’ global presence while enjoying Johannesburg’s vibrant cultural and commercial landscape.

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 Johannesburg’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 airline ticketing training, Amadeus experience, and a passion for sales and customer service. If you have over 2 years of experience in a sales and ticketing role, proficiency in CRS, and a customer-oriented mindset, this position offers a chance to thrive in Johannesburg’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 Amadeus ticketing experience and group handling skills in your CV.
• Demonstrate your customer service and sales expertise in your cover letter.
• Showcase your knowledge of travel requirements and IATA BSP processes.
• 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 8, 2025.
• Ensure your CV is detailed and correctly formatted for submission.

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 Johannesburg’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. Only candidates with the right to live and work in Johannesburg will be considered. 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 in Johannesburg is a transformative opportunity for professionals passionate about travel, customer service, and sales. By joining Kenya Airways, you will deliver seamless passenger experiences, drive revenue, and grow your career in a dynamic international hub. Apply today to become part of The Pride of Africa and make a lasting impact in Johannesburg’s aviation industry.