Travel Administrator Employment Contract UK

Responsibilities reflected in the contract

• Process bookings tickets and supplier confirmations.
• Maintain customer itinerary and payment records.
• Apply authorised amendments and cancellations.
• Check travel documents and special requests.
• Resolve discrepancies with agents and suppliers.

A realistic working scenario

You process an amended corporate itinerary after a supplier schedule change: check the reservation/GDS and itinerary records, update the CRM enquiry and payment/amendment fields, notify the traveller and corporate contact by calendar invite and email, complete handover notes for ticketing and travel operations, and escalate any fare, refund or supplier exception that falls outside agreed customer requirements or approval limits.

Outputs to agree

• Updated reservation/GDS itinerary and amendment log entry
• CRM enquiry record with correspondence thread, payment and amendment status
• Calendar bookings and traveller notification email with attached travel documents
• Handover note to ticketing/finance or travel operations detailing escalation reasons
• Daily workflow coordination report showing outstanding escalations and completion status

Records and evidence

• Reservation/GDS booking record including itinerary, passenger details and fare basis.
• CRM enquiry file with correspondence, payment status and amendment history.
• Itinerary, ticketing and payment amendment records.
• Handover and escalation log submitted to travel operations, ticketing or finance.
• Daily completed-work and outstanding-action log for shift handovers.
• Work records.

Reporting relationship

Typically reports to Line Manager or Department Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• Can select itinerary and booking options that comply with the customer's stated requirements and the booking rules recorded in the reservation/GDS and CRM. Must not approve refunds, supplier cancellations or out-of-hours exceptions; those must be escalated to travel operations, ticketing or finance. Must escalate any passenger-detail, fare or booking accuracy risk, supplier change or payment handling concern immediately via the employer's escalation route.
• Obtain approval before committing expenditure, changing contractual commitments or making regulated or staffing decisions outside the assigned role.

Tools and systems

• Email.
• Document systems.
• Phone systems.

Workplace context

• Office, client premises, remote systems or assigned work locations.

Contract priorities

• Keep reservation/GDS, CRM and itinerary records accurate and updated for every transaction
• Complete handovers with a documented daily completed-work and outstanding-action log
• Escalate refund, cancellation, supplier exception and out-of-hours cases to travel operations, ticketing or finance
• Protect customer, supplier and operational records and personal data accessed during travel administrator (back office) duties
• Use email, calendar, document and phone systems only for authorised travel-administration work

Information the employer should prepare

• the booking platforms products and queues
• the ticketing and amendment authority
• the payment reconciliation and refund process
• the customer data and document controls
• the disruption cover and escalation rota