Global Air Support Coordinator

Job description

About Us Let’s go on an adventure together! Hey there, we’re G Adventures. We’re one of the world’s leading small group travel companies, and we’ve always believed that travel isn’t just about where you go — it’s about how it changes you. For the last 35 years, we’ve set out to do things differently. No cookie-cutter tours. No giant buses or cruise ships. And not to mention, as few selfie sticks as possible. Just real humans, travelling your heart out across the world with open minds and a non-stop desire to make our planet better, simply by exploring it. At G Adventures, our DNA (or GNA, if you will) is built on belonging — where bringing your authentic self to work every day isn’t just accepted, it’s downright celebrated. For our office crew — you wanna rock a t-shirt with your dog’s face on it? We say go for it. For our Chief Experience Officers — you wanna hit the road and call some of the most epic places on Earth your home office? We love that — and we’ve got you. Wanna spend your days with people you genuinely like? Us too — and we’re pretty sure you’ll fit right in, wherever that is. Now about that career of yours — this is the kind of place where you can spread your wings and truly grow into your role. The best part? You get to do it all alongside a passionate, freakishly talented, one-of-a-kind bunch excited to produce top-notch work and spread a ridiculous amount of goodness at the same time. Feel like this could be the right fit? We think so too, and we’re already way too excited to meet you. The Air Coordinator is responsible for managing global air services operations, including ticketing, exchanges, refunds, and schedule changes, while ensuring timely and accurate processing. This role supports Sales and Private Group teams to grow air attachment and acts as the primary liaison with regional airline partners. It also ensures compliance with airline policies, supports after-hours emergency services, and contributes to operational efficiency through vendor collaboration, process optimization, and interdepartmental teamwork. What You’ll Be Doing Ticketing and Airline Coordination: Action all global air services and support, including ticketing, exchanges/re-issues, schedule changes, and refunds. Daily Queue Management: Ensure all tickets due are processed and issued daily, while responding to all internal and external emails in a timely manner. Policy Compliance: Stay fully informed of all changing airline rules and regulations, ensuring proactive follow-up with airlines on authorizations and problem file solutions. Sales Enablement: Assist the Inside Sales team with developing a culture and confidence in selling flights alongside our tours to help drive attachment rates. System Ownership: Act as the primary point of contact for all G Air matters, including our Internal Booking Engine and any air project-related developments. Emergency & After-Hours Support: Work according to the standard local office work schedule with occasional after-hours/weekend emergency support to handle urgent, last-minute passenger changes and maintain continuous operation outside of regular hours. Desired Skills & Experience Experience: Minimum 1-year experience in a fast-paced customer service and travel sales environment. Systems Expertise: Prior experience and advanced technical skills using the Amadeus Cryptic system (specifically managing PNRs, Fares, Ticketing, Exchanges, and Refunds across BSP/ARC). Technical Literacy: Confident using Microsoft Office (Word, Excel), Google Workspace (Gmail/Drive), and a proven ability to learn new internal booking software quickly. Communication: Customer-service focused (both internal and external) with excellent written and verbal communication skills in English. Working Styles & Mental Effort: A self-motivator who excels at multi-tasking and prioritizing duties in a highly organized manner with sharp attention to detail. You must be comfortable managing the occasional mental fatigue that comes with handling high-intensity, time-sensitive tasks like major airline schedule changes or urgent, last-minute passenger disruptions. Additional Information Base Salary Hiring Range: $41,000.00 - $52,500.00 CAD annually What Do We Offer You? Competitive Total Rewards Package, including exclusive travel perks! Additional days off, including on your birthday! Vacation time for you to recharge Enhanced Parental Leave Meaningful Employee Recognition Program Learning and Growth Opportunities Employee Resource Groups *Applicable based on location* Please note that Artificial Intelligence (AI) is used in the selection or interview process. G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.