Associate II - Central Refund

Job Purpose

Manage airline ticket refund processing activities within the Central Refund Team (CRT), including fare rule analysis, refund calculations, transaction processing, and recovery of unclaimed refunds. Ensures all refund activities are executed accurately, efficiently, and in compliance with airline policies, fare regulations, and applicable system rules across multiple platforms.

Key Result Responsibilities

Refund Processing

• Handle refund calculation requests received from Cozmo offices across the GCC.


• Compute net refund values for unused and partially used tickets in accordance with applicable fare rules.


• Process approved refund transactions across GDS systems, NDC platforms, and airline refund applications.

Fare Rule Analysis

• Perform detailed fare rule interpretation using Amadeus, Galileo, and Sabre GDS systems.


• Provide accurate refund quotations, including applicable airline penalties and company processing fees.


• Resolve refund-related queries from internal stakeholders and travel consultants.

Unclaimed Refund Management

• Identify eligible unused tickets and initiate refund recovery prior to ticket expiry.


• Track, process, and close unclaimed refund cases while ensuring proper financial reconciliation.


• Maintain accurate refund records and generate periodic reports on refund activity and recoveries.

Qualifications (Academic, training, languages)

• Diploma or Bachelor's Degree in Travel & Tourism, Business Administration or a related field. 


• Strong analytical and problem-solving skills.


• High level of accuracy with strong attention to detail


• Ability to manage multiple requests within agreed timelines.


• Working knowledge of Amadeus, Galileo and/or Sabre GDS systems.


• Strong understanding of airline fare rules, ticketing, and refund procedures


• Fluent in English Language.


• Proficiency in MS Office.

Work Experience

• With 1-3 years of experience in airline ticketing, refunds or travel operations.