Travel Support Executive at IAG Loyalty in Crawley, England, GB

Who we are 🩵

We’re IAG Loyalty, one organisation with two ambitious, growing divisions across Loyalty and Holidays. Each has its own goals, strategy and team, but together we’re united by a shared vision: to create a more rewarding world of travel and experiences.

Our Holidays division, including British Airways Holidays, connects customers to thousands of destinations worldwide through seamless, end to end travel experiences.

Our Loyalty division is home to Avios, the global loyalty currency, enabling millions of members to collect and spend rewards across travel, retail and financial services.

We’re on an exciting journey of growth and transformation. We’re going places.

The opportunity ✨

Bring your ticketing experience, but don't expect another ticketing job

At Holidays, we're looking for a Travel Support Executive to join a specialist operational team that helps keep holidays running smoothly behind the scenes. This is an opportunity to use the ticketing expertise you've built throughout your career while expanding your skills across a wider range of operational activities.

Whether ticketing is your current role or something you've done previously, we're interested in the experience you've gained and how you can apply it in a role that offers greater variety, responsibility and impact. You'll work closely with suppliers, operational teams and internal stakeholders to resolve travel challenges, manage ticketing activity, coordinate accessibility requirements and support customers affected by disruption.

One day you could be managing ticketing changes to keep holiday plans on track, the next you could be working with hotels and travel partners to ensure the right accessibility arrangements are in place before a customer travels. You'll also gain exposure to areas such as fraud prevention, operational administration and process improvement, giving you the opportunity to broaden your travel industry experience well beyond ticketing alone.

One of the most rewarding parts of the role is supporting customers with accessibility requirements. Working directly with suppliers and partners, you'll help ensure arrangements are in place before travel, creating positive experiences for customers who rely on this support. It's a service that makes a genuine difference and plays an important role in building the trust and loyalty our customers place in British Airways Holidays.

Just as importantly, this role offers something many travel professionals are looking for: balance. Unlike many travel operations roles, this is a Monday to Friday position with no shift patterns, evening work or weekend working.

We have a collaborative and supportive culture and you will work with a great bunch of colleagues who have a passion and care in what they deliver. If you're looking for a role where your ticketing expertise is valued, your career can develop beyond traditional ticketing responsibilities, we'd love to hear from you.

You will work from our office is in Crawley, and we offer hybrid working within the UK. Most roles are based in the office twice a week (or more depending on business needs), with coordinated in-office days for team collaboration. We have a tailored and comprehensive onboarding and training programme so new joiners are  in the office full-time for their first few weeks until they are ready to move onto the hybrid model.

What you’ll get up to 🌠

• You’ll use your ticketing expertise to manage booking amendments, ticket changes and operational activities that help keep customers' holiday plans on track.

• You’ll support the business during travel disruption, helping operational teams resolve booking and ticketing challenges efficiently and accurately.

• You’ll coordinate accessibility requirements with hotels, airlines and supplier partners, ensuring arrangements are in place before customers travel.

• You’ll investigate and resolve booking, ticketing and operational issues, balancing customer outcomes with business requirements.

• You’ll support fraud prevention activities and operational administration processes that help protect both customers and the business.

• You’ll build strong relationships with suppliers, outsourced partners and colleagues across the business to deliver effective solutions.

• You’ll manage a variety of operational tasks and work queues while maintaining exceptional attention to detail.

• You’ll identify opportunities to improve processes and contribute ideas that enhance operational efficiency and service delivery.

What we need from you 💡

• You’ll have experience using a Global Distribution System (GDS), ideally Amadeus, although experience with other systems is also valuable.

• You’ll bring experience from a ticketing, airline, travel operations, reservations or operational support environment.

• You’ll understand ticketing processes and feel confident navigating booking and reservation systems.

• You’ll be highly organised and able to manage multiple priorities while maintaining excellent attention to detail.

• You’ll enjoy problem solving and taking ownership of issues through to resolution.

• You’ll communicate confidently with colleagues, suppliers and stakeholders at all levels.

• You’ll be comfortable working across multiple systems and learning new processes and technologies.

• You’ll appreciate the importance of handling accessibility requirements with care, sensitivity and professionalism.

• You’ll enjoy working collaboratively and contributing to a supportive team environment.

• You’ll be adaptable, curious and motivated by learning new aspects of travel operations.

Diversity and Inclusion

Our vision is to create a more rewarding world of travel and experiences. Delivering that requires diverse thinking and inclusive leadership.

We are committed to building a workplace where people feel they belong and are valued for their perspective. Inclusion drives better decisions, stronger performance and more innovative outcomes.

We actively encourage applications from people with different experiences and backgrounds, and are committed to ensuring our recruitment process is fair, inclusive and accessible.