Refund Desk Staff at United Nigeria Airlines

Job Summary

To 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. The role supports revenue integrity, reduces financial leakage, and ensures customer satisfaction.

Duties and 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, etc.)
• Calculate refundable amounts including penalties, non-refundable components, and applicable charges
• Ensure timely processing within approved turnaround times (TAT)

Documentation and Compliance

• Maintain proper records of all refund transactions for audit and reconciliation purposes
• Ensure compliance with IATA BSP, airline policies, and regulatory requirements applicable to refunds
• 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 on refundable and non-refundable fares
• Provide updates on pending cases and manage expectations appropriately

Reconciliation and 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