Airline Support Specialist

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth. Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results-driven approach.

Today, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time. At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.

About the role

The Airline Support Specialist supports our airline partner onsite at their office location. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous, and friendly service to our valued customers.

Schedule

This is a full-time position working a Thursday through Monday, 4:00 PM to 12:00 AM schedule. A flexible schedule is required, including availability to work evenings, weekends, and holidays based on business needs and operational requirements. Additional schedule adjustments may be required as needed, including extended work schedules and serving “On Call” outside of regular working hours.

Responsibilities

• Serve as API’s on-site liaison with the airline partner, providing support, guidance, and training.
• Process client requests received from the airline through the API Operations system.
• Assess all customer needs with prompt, well-informed, accurate, and professionally executed responses.
• Follow up on all client requests and transactions to ensure full execution and client satisfaction.
• Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges.
• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
• Resolve client disagreements in a calm and professional manner; research and present solutions based on facts.
• Effectively use available tools and methodology (phone, email, fax, and Reservation Systems such as ACES, Hotel Express, IHRS) to track and provide solutions to client needs.
• Adapt to irregular operations (IROPS) to accommodate needs arising from changing airline schedules and unforeseen situations.
• Learn and maintain knowledge of API’s call center work methodology and reservation systems to best serve clients efficiently and professionally.
• Achieve a passing score on initial API Operations Agent Training and maintain currency through annual recurrent training classes.
• Perform additional duties as needed, including roles such as Data Protection Champion (DPC), Senior Information Risk Owner (SIRO), or Information Assurance Accounting Officer (IAAO).

Requirements

• Excellent interpersonal skills.
• Able to work in a fast-paced environment.
• Great telephone etiquette and excellent writing skills.
• Strong computer skills and ability to multi-task and prioritize.
• Detail-oriented with great organizational skills.
• Flexible work schedule, including availability to work weekends, holidays, and overtime as needed.
• Ability to positively present API in customer-facing situations.

Qualifications

• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.
• Second language, preferably Spanish, is a plus.

Pay

The good faith hourly pay range for this position is $22.00 - $24.00 per hour, commensurate with experience.

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.