Niala Ballon

Reservations and Ticketing Agent

• Job Details:Assist customers in making flight reservations based on availability, fare conditions, and travel preferences. Provide accurate and updated information on flight schedules, fares, seat availability, and travel requirements. Modify, cancel, and rebook existing reservations in accordance with Turkish Airlines' policies and procedures. Issue electronic tickets (ETs) using Turkish Airlines’ reservation system (e.g., Hitit, Amadeus). Reissue, refund, or revalidate tickets as necessary, following fare rules and airline guidelines. Handle exchanges and involuntary changes (e.g., cancellations, delays, overbookings) with professionalism and efficiency. Provide outstanding service to customers at all touchpoints—via phone, email, or in person—ensuring a positive experience aligned with Turkish Airlines’ standards.

Airport Representative Agent

• Job Details:Respond to passenger inquiries professionally and promptly, both at counters and boarding gates. Handle customer complaints or service disruptions (e.g., delays, cancellations, overbookings) with empathy and in line with Ethiopian Airlines’ service standards. Ensure that all passenger needs are met with courtesy and professionalism, enhancing overall customer satisfaction. Handles customer service–airport operations and ticketing such as new bookings, rebooking & refund. Handles above and below the wing operations and ensure SOP is followed. Handles pre-flight checks (pre-meal and checking of possible li refund), associate, disassociate, and/or re-associate tickets. Do daily sales report, issue STPC vouchers for involuntary transit in Addis Ababa EMD issuance for excess baggage and transit hotel/s. Handles inadmissible passengers (INAD) by booking on the next available flight. Handles Sheba miles enrollment. Handles tasks and activities associated with flight disruptions and delays crew APIS monitoring on Sabre once flight is airborne. Update Masaya once flight is airborne. Upload the enhanced manifest to ET SAP portal. Assist the airport station supervisor during ET flight days. Supervise check-in, ramp, gate, passenger arrival, boarding and other flight operation activities in the absence of the OIC.

Airport Customer Service Agent

• Job Details:Checking in passengers and verifying their travel documents. Assisting passengers with special needs, such as wheelchair assistance. Handling baggage and ensuring it is checked in correctly. Resolving customer complaints and concerns. Coordinating with other airport employees to ensure smooth service transitions. Ensuring compliance with security regulations and procedures. Providing information to passengers about flight or transportation schedules, delays, and cancellations.