Corporate Air Escalations Specialist

Flight Centre Travel Group (FCTG) is one of the worlds largest travel retailers and corporate travel managers. The company which is headquartered in Brisbane Australia has company-owned leisure and corporate travel business in 23 countries spanning Australia New Zealand the Americas Europe the United Kingdom South Africa the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to open up the world for those who want to see. Every day we give people all around the world the opportunity to experience something really amazing travel!

To learn more about Flight Centre Travel Group please click HERE

About The Opportunity

Are you passionate about airfares ticketing and solving complex travel challenges As a Corporate Air Escalations Specialist you will play a critical role in supporting high-level air escalations across FCTGs corporate brands throughout the Americas. Working within Supply Operations youll partner with airline representatives senior leaders and internal stakeholders to resolve complex airfare ticketing refund and disruption-related issues while delivering cost-effective outcomes. This is an exciting opportunity for an experienced air travel qualified who thrives on problem-solving enjoys working autonomously and can confidently manage intricate travel scenarios from start to finish.

Key Responsibilities

- Manage AFP cases from intake through resolution and closure
- Resolve complex air ticketing fare refund and operational escalations
- Liaise with senior leaders airline representatives finance technology teams Compleat and frontline agents to resolve high-level PNR and system escalations
- Conduct detailed PNR history investigations to identify root causes and determine appropriate resolutions
- Provide expert guidance on itinerary disruptions schedule changes airline waivers denied boarding situations exchanges fare rules refunds EMDs commissions and name corrections
- Support Compleat with GDS testing and process development initiatives
- Provide backup support for ProHub chat ticketing and refund functions as required
- Escalate supplier-related issues to Partnerships when appropriate
- Deliver clear timely and actionable guidance through Salesforce case management
- Build strong relationships with airline representatives and internal stakeholders
- Support quality control processes for ticketing and refunds
- Monitor and track front-end savings opportunities
- Help minimize write-offs through effective escalation management and commercial decision-making
- Stay current on airline policies fare rules industry changes and internal business processes
- Travel occasionally for training development meetings and conferences as required




- Contribute to a safe inclusive and accessible work environment where all Flighties feel welcomed respected and supported to thrive
- Other duties and tasks as assigned

Experience & Qualifications

- Advanced Sabre GDS and airfare experience
- Strong knowledge of airfare pricing fare rules exchanges refunds ticketing and related escalation processes
- Strong Sabre command and PNR history expertise
- Experience supporting airline escalations and disruption management
- Customer service and escalation resolution experience
- Ability to work independently take initiative and remain accountable
- Strong problem-solving and analytical skills
- Exceptional attention to detail while maintaining a big-picture perspective
- Excellent written and verbal communication skills
- Solid understanding of corporate travel operations
- Experience with ARC and BSP ticketing environments
- Familiarity with Sabre NDC group portals and airline support functions

Preferred

- Leadership experience
- Ticketing experience and knowledge
- Minimum one year of FCTG knowledge

Work Perks! - Whats in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. Its also why we offer some great employee benefits and perks outside of the norm.

- Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking expertise and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity Equity & Inclusion:Commitment to diversity equity and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity Gender Equity LGBTQ2IA Accessibility Environmental Justice) DEI education initiatives and equitable practices including regular equity assessments and inclusive recruitment protocols.
- A career not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way:



We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising complemented by our Office Environmental Program LEED Gold-certified office spaces and 1 paid Volunteer Day per calendar year.

Benefits Include:

- Generous paid time off policy
- Travel perks/discounts
- Health & Wellness ProgramsandEmployee Financial Wellness Services
- National/International Award Nights and Conferences
- Group benefits including extended health care dental and vision gender affirming care fertility care
- Insurance including life AD&D; critical illness long term disability
- Employee Assistance Program
- RRSP/RPP with matching
- Tuition Reimbursement Program
- Employee Share Plan Ability to purchase company stock on Australian Stock Exchange with partial company match subject to terms and conditions
- Global career opportunities in a network of brands and businesses

Location Toronto Vancouver Montreal

If this sounds like the opportunity you have been waiting for then APPLY NOW.

Have questions about this opportunity Reach out to our recruitment team at

For this position we anticipate offering an annual salary of $70000. Base salary is dependent on relevant factors including experience geographic location and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill.

As part of our recruitment process we may use AI tools to assist in various stages including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications skills and experience. All decisions are made by our hiring team and stakeholders.

Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.

Our number one philosophy Our people. Flight Centre Travel Groups promise is to provide an environment with equality of respect dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at

GBTA WINiT Top 50 Award Recipients ()
CHHR: 5-Star DE&I; Employer ()
Seramount FCTG Mexico: Member of the Global Inclusion Index ()
Newsweek: Americas Greatest Workplaces for Diversity (2024)
Benefits Canada: Health/Wellness Program and Mental Health Program ()
OutThere Awards: Inclusive Travel Finalist (2025)
Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)
2026 Disability Index: Worlds Top Disability Inclusive Business

Required Experience:

IC

📌 Corporate Air Escalations Specialist Toronto, Vancouver, Montreal (Quebec City)
🏢 Flight Centre
📍 Quebec City