Refund Desk Staff at United Nigeria Airlines

Job Summary

An exciting opportunity has arisen for a motivated professional to join United Nigeria Airlines in Lagos. In this role, you will ensure accurate, timely, and compliant processing of all passenger ticket refunds while maintaining excellent customer service, proper documentation, and adherence to airline policies, fare rules, and regulatory requirements. You will support revenue integrity, reduce financial leakage, and contribute to customer satisfaction.

Key Responsibilities

Refund Processing

• Review and validate refund requests received from passengers, travel agents, customer service, or airport stations
• Verify ticket details, fare rules, penalties, taxes, and eligibility for refund
• Process refunds accurately through the airline's reservation system (e.g., Amadeus, Sabre, Videcom)
• Calculate refundable amounts including penalties, non-refundable components, and applicable charges
• Ensure timely processing within approved turnaround times (TAT)

Documentation & Compliance

• Maintain proper records of all refund transactions for audit and reconciliation purposes
• Ensure compliance with IATA BSP, airline policies, and applicable regulatory requirements
• Escalate complex or disputed cases to the Refund Supervisor or Revenue Manager
• Verify authenticity of refund requests to prevent fraud or revenue leakage

Customer Support

• Respond professionally to customer enquiries regarding refund status, timelines, and policies
• Communicate clearly with customers about refundable and non-refundable fares
• Provide updates on pending cases and manage customer expectations appropriately

Reconciliation & Reporting

• Collaborate with the Revenue Accounting team to reconcile refund transactions
• Prepare periodic reports on refunds processed, outstanding cases, and trends
• Assist in identifying system issues, revenue leakages, and process gaps