Operations - Agent, Operations Support

About Us:

Sunwing Vacations Group is home to North America's largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group's own travel retail businesses and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose "passionate people making vacation dreams come true".

The Opportunity:

Under Sunwing Vacations, we are looking for an Operations Support Agent to join us in making vacation dreams come true. As the Operations Support Agent, you provide customer care and customer focus development support to airports, destination, and other customer facing departments across the airline, tour operations and destination services. This position is also responsible for ensuring flight schedules, seat maps and airline reconciliation reports are processed accurately and in a timely fashion. The individual is this position is responsible for communicating schedule changes internally and externally for customer advisement based on departure date prioritization. The Operations Support Agent position also ensures the commercial welfare of our customers from the start to the finish of their journey. Apply now and have your career soar to new heights - under our wing

What You'll Do:

• Input & manage flight schedules and seat maps into Tour Operator selling systems
• Action flight schedule changes (flight times, consolidations, cancellations) and communicate same including instructions pertaining to customer options for protection and compensation if necessary.
• Resolve missing/failed Passenger Name Record (PNR) cases
• Review daily comparison reports to identify discrepancies between TTS bookings and corresponding Sabre PNRs and take corrective actions to ensure data accuracy.
• Monitor the Operations Dashboard to ensure all discrepancies—such as PNR creation failures, cancellations, name corrections, booking modifications, seat selections, and baggage purchases—are promptly resolved.
• Manage and audit all e-Package bookings
• Communicate all irregular operations (IROPS) affecting, or with potential to affect, customer satisfaction to the business. First point of contact for the business for customer related concerns.
• Take support calls from internal departments requesting more information and providing situational guidance with respect to customer care as needed
• Oversee customer disposition during IROPS and other non-standard airport or destination situations and take actions to improve disposition by offering customer care guidance through messaging, alternate care initiatives/options, compensation or escalation as required, this includes monitoring social media.
• Source and purchase protection for overbooked, delayed, missed flights and hotels as required while balancing customer needs with sound commercial decision making.
• Action all no shows, go shows and name changes within 24hrs of receipt.
• Investigate, process all refund claims associated with the Airline Passenger Protection regulation within the 30-day allotted time frame.

What You'll Need:

• Minimum 3 years Travel or Airline industry sales or customer service experience
• Ability to work well under pressure, work independently, be flexible, reliable & prioritize workload.
• Skilled with MS Office (Outlook, Word, Excel).
• Must possess excellent communication skills, both verbal and written
• Demonstrates initiative and creativity with problem solving and decision-making skills.
• Detailed oriented, organized and capable of multi-tasking

What We Offer:

• Grow your career with challenging and rewarding work that makes a difference
• Opportunity to give back through our social responsibility initiatives
• Work with a fun, passionate, travel-loving team
• Great travel perks
• Free Parking
• Open concept, collaborative workspace
• See for yourself @sunwinglife

We thank all who apply however only those who meet the qualifications will be contacted.

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email