Flight Consultant

Do you have a passion for leveraging excellent customer service and GDS skills to deliver exceptional guest experiences in luxury travel?

Are you excited to help others plan unforgettable journeys to breathtaking destinations around the globe?

Do you thrive in a fast-paced, customer-focused environment where your communication and problem-solving skills shine?

If so, Scenic Luxury Cruises & Tours and Emerald Cruises are looking for you!

The Opportunity
We are seeking a detail-oriented and service-driven Flights Consultant to join our Call Center Operations Team. In this full-time, phone-based role, you will support both direct guests and travel advisor partners, ensuring every air reservation is seamless, accurate, and tailored to the client’s needs. This role is ideal for someone with strong GDS experience, excellent communication skills, and a passion for delivering 5-star luxury travel experiences.
You will play a vital role in supporting our award-winning river and ocean cruises by providing expert guidance on international air bookings and ensuring exceptional service from inquiry to ticketing. Training and continued guidance are provided by experienced leaders to set you up for success.

Key Responsibilities
Guest & Partner Support

• Achieve product sales through handling inquiries, booking, and amending reservations, and quoting air fares to client needs.​​​​​​
• Proactively identify customer requirements and produce accurate air/land quotations and booking advices in a timely manner.
• Receive and manage inbound telephone calls, web requests, and email communications.
• Assist with inbound calls, Quality Assurance or Documentation tasks when necessary.

• Accurately issue tickets, complete weekly settlement reports, and action all associated air functions in a timely manner.
• Undertake air routing, air ticketing and Sabre GDS tasks, including but not limited to schedule changes, disruptions, cancellations, refunds, and reporting.
• Report all air issues which may adversely affect profit margin in a timely manner.
• Maintain adherence to fixed schedules to support consistent call volume coverage.

• Assist and educate internal team members and travel agents by sharing product and system knowledge.
• Contribute to a positive team environment through problem-solving, feedback, and collaboration.
• Have a thorough understanding of all company policies and procedures, maintaining compliance.
• Participate in training sessions, team meetings, and annual performance reviews.

• Prior travel industry experience is required; contact center experience is an asset.
• Bachelor’s degree preferred; high school diploma or equivalent required.
• Proficiency in GDS systems (Sabre preferred) with experience in booking, ticketing, exchanges, refunds, and ARC/TRAMS reporting.
• Knowledge of international fare construction, airline routing principles, and airline contracts.
• Demonstrated 5-star customer service and strong communication skills.
• Ability to multitask and work under pressure while maintaining accuracy and attention to detail.
• Strong initiative, decision-making ability, and comfort working independently.
• Active listening skills and the ability to build rapport over the phone.
• Availability to work varied weekday shifts and occasional weekend hours.

• Salary: $60,000.00
• Four weeks vacation.
• A generous health and wellness account.

Scenic Group is a global leader in luxury river and ocean cruising, proudly operating internationally renowned brands Scenic Luxury Cruises & Tours and Emerald Cruises. For almost 40 years, Scenic Group has redefined the travel experience, delivering unparalleled luxury and adventure to discerning travellers worldwide. With our Vancouver-based sales and marketing office, we serve as the hub for promoting our award-winning river and ocean cruises to Canadian travel agents and guests. This position is open to all qualified applicants who are legally entitled to work in Canada.