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 quick, 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 qualit

📌 Hiring: Customer Support Executive (India)
🏢 OnArrival
📍 India