Refund Desk Staff at United Nigeria Airline

United Nigeria Airlines is a wholly owned Nigerian company incorporated under the Companies and Allied Matters Act of 1990 at the Corporate Affairs Commission to offer commercial air transportation services under the trade name United Nigeria.

We are recruiting to fill the position below:

Job Title: Refund Desk Staff

Location: Head Office-Enugu
Effective Date: TBA
Reports to: Senior Revenue Accountant
Department: Revenue / Finance

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 / 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 & 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 & 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.

Coordination & Collaboration:

• 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.

Required Skills & Competencies:

• Strong attention to detail.
• Good numerical and analytical skills.
• Excellent communication and customer service skills.
• Proficiency in airline ticketing systems (e.g., Amadeus, Sabre, Videcom).
• Familiarity with fare rules, ticketing processes, EMDs, and refund procedures.
• Ability to work under pressure and meet deadlines.
• High level of integrity and confidentiality.

Experience & Qualification

• Minimum of OND / HND / B.Sc. in any relevant field (Accounting, Business, Social Sciences).
• At least 1–3 years experience in ticketing, reservations, revenue accounting, or customer service within an airline or travel agency.
• IATA training in Ticketing & Fares is an added advantage.

Working Conditions:

• Office environment with computer-based systems.
• May include weekend or shift schedules depending on airline operations.
• High interaction with customers and internal departments.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should submit their Resume and cover letter detailing their relevant experience, Location and qualifications to: careers@flyunitednigeria.com using the Job Title as the subject of the mail.