Travel Operations (1–3 Years)
OnArrival | Pune Hybrid
Full time | Shift-Based 24/7 Rotation)

About OnArrival
OnArrival powers the travel stack inside leading banks, fintech’s, and consumer apps across India, the Middle East, and Southeast Asia. Millions of users book flights, hotels, and soon buses, trains & activities through our embedded travel micro-app.
Even though our integrations are enterprise-facing, the customer journeys are pure consumer travel — refunds, cancellations, itinerary changes, IRROPS, hotel no-shows, and all the unpredictability of the travel industry. Your role is to deliver fast, accurate, empathetic support to ensure these journeys run smoothly.

Role: Customer Experience Associate – Travel Operations IC Role)
We are looking for a hands-on, detail-oriented individual contributor with 13 years of experience in travel customer support. You will personally handle real travel escalations, respond on chat and email, and coordinate with partners and internal teams to resolve issues quickly. This is not a managerial role — this is frontline, high-ownership support, ideal for someone who knows travel operations end-to-end and wants to grow into a senior CX role over time.

What You Will Own
Handle Day-to-Day Travel Support 1 Customer Support Executive
Respond to users via chat and email; occasional outbound calls when clarity's needed.
Resolve end-to-end support queries for flights + hotels.
Ensure accuracy in refunds, cancellations, rebooking, and supplier related issues.
Manage Travel Escalations IC Level)
Take ownership of escalations assigned by the team lead or partners.
Solve cases involving fare rules, refund disputes, hotel failures, booking errors, payment issues, or confirmation delays.
Communicate clearly and professionally with customers and enterprise partners.
Ensure High CX Quality
Follow SOPs accurately and consistently.
Understand DGCA rules, fare structures, and common LCC/airline behaviours.



Maintain high quality in written communication (grammar, clarity, tone, policy aligned responses).
Maintain Operational Discipline
Work in shift-based rotations as part of our 24/7 support model.
Manage queue hygiene, update tickets properly, and follow hand over protocols.
Escalate blockers, unusual patterns, or systemic issues to the Team Lead.
Knowledge & Process Contribution
Keep documentation updated when processes change.
Provide feedback on common issues to help improve SOPs.
Share learnings from difficult cases with the broader team.

What Great Looks Like
Fast, accurate, and empathetic responses.
Escalations handled cleanly without repeated back-and-forth.
Zero information gaps — your responses inspire confidence.
High CSAT and strong partner trust in your delivery.
Tickets are properly documented, traceable, and audit-ready.
You consistently follow travel rules, fare logic, and SOPs.

Who You Are?
Must-Have Travel Experience
You have spent 13 years in travel customer support in roles such as:
OTA support
Airline support desk
Hotel booking support
Travel marketplace GDS/LCC support workflows
Meta-search support
You understand:
PNRs
Fare rules
Cancellations/refunds
Rebooking
Hotel confirmation logic
Supplier-side delays
LCC quirks

You Bring
Strong written communication (most work is chat/email).
Calm, structured thinking under pressure.
High attention to detail (critical for travel accuracy).
Comfort with shift-based schedules 24/7 rotation).
Professional, empathetic customer handling.

Minimum Requirements
1 - 3 years in travel customer support (mandatory).
Strong communication: grammar, clarity, tone.
Ability to interpret fare rules, refund policies, and airline/hotel guidelines.
Hands-on experience with travel CRMs or GDS tools is a plus.
Comfortable working hybrid from Pune.
Comfortable with outbound calls when required.

Nice to Have
Experience using AI tools for summarisation or ticket drafting.
Exposure to Freshdesk, Zendesk, or similar CRMs

📌 Customer Support Executive (Pune)
🏢 OnArrival
📍 Pune