Pauline Ntombikayise Mkhonza
Gauteng
Summary
A dedicated senior airline reservation and ticketing consultant as well as staff travel liaison with an extensive and vast experience in customer service. Always seeking to satisfy both internal and external customers' needs and focuses on exceeding their expectations without breaking the internal regulations. A friendly reservation agent who knows how to interact effectively in person, by phone or email with clients of various ages, backgrounds and interests. Projects service - mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Possesses excellent communication, interpersonal,problem solving skills and the ability to negotiate and develop mutually beneficial internal and external relationship within the travel and tourism (hospitality) industry. Customer - oriented reservation agent offers exceptional service acquired from over 18 years of experience in airline industry. A reliable, organized and dependable candidate who successfully manages multiple priorities with positive attitude and professionalism.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Global Emergency Assist Agent
Flight Centre Travel Group
10.2023 - 06.2024
- Ensured travelers have access to necessary resources and support during crisis.
- Provided 24/7 support to travelers facing emergencies such as travel disruptions and re-accommodation.
- Offered immediate assistance for flight cancellations, delays, rebooking, upgrading of tickets, flight changes, rerouting and name corrections.
- Coordinated with airlines, tour companies, car hire and hotels to assist travelers in distress with changes and cancellations.
- Assisted with general inquiries regarding passport, visa, baggage, pre-seating request and reconfirming of booking details.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Travel Liaison
Comair Limited
10.2010 - 06.2022
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Delivered exceptional customer service to internal and external clients.
- Assisted with flight, date, and name changes.
- Assisted with re-issue and re-routing of international leisure and duty bookings.
- Sold, printed and issued new ticket, EMD to travellers.
- Processed domestic, regional, international bookings for duty and leisure, for both internal and external clients.
- Ensured accurate fares were saved for all bookings prior to ticket issue
- Responded to all calls quickly, professionally and courteously
- Assisted customers telephonically and on email by providing confirmations, booking requests, quotations and general inquiries.
- Investigated and resolved all customers issues and complains.
- Processed bookings for crew and pilots on duty
- Ensured that duty booking tickets were issued prior to clients departure date
- Organized travel arrangements for Executive on duty and leisure
- Organized car transportation and hotel accommodation for clients.
- Compiled and distributed travel notices via emails to all internal clients
- Informed travel manager about any problems or key situation regarding concession agreement.
- Established and cultivated relationship with travel partners, providing clients with smooth ticketing process.
- Updated the self-service tool with new fares, new routes, new rules and policies.
- Assisted with trip planning through scheduling, pricing and identifying best transportation routes.
- Ensured that clients had the correct and valid travel documents for international trips (in terms of visa's and passport' requirements).
- Updated staff rebate profiles.
- Assisted with refund requests for British Airways unused tickets.
- Created Travel Bank profiles for travellers.
- Accepted payments, prepared customers invoices, processed refunds and cancellation request.
- Facilitated training for new agents.
- Processed all booking requests on the staff travel self-service tool.
- Investigated and resolved customer inquiries and complaints quickly.
- Reconciled daily sales report.
Customer Service Agent / Reservation And Ticketing Agent
Comair Limited
01.2006 - 10.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Rerouted and re-accommodated passengers during disruptions
- Assisted customers with quotations and availability of flights
- Issued and reissued tickets according to fare rules
- Processed credit, debit and cash payments for bookings
- Reconciled sales and closing of the sales report after each shift
- Banked the sales money in a safe
- Accepted passengers and baggage for check-in and boarding of flights.
- Assisted passengers with special needs, ensuring comfortable travel experience.
- Coordinated seating for group bookings, special need passengers and Unaccompanied minors.
- Ensured that policies and procedures were adhered to.
- Checked if all accepted passengers had the correct and valid coupon for their flight
- Compiled and Printed the Passenger Manifest prior to flight departure
- Performed post departure duties
- Monitored flights to ensure that check-in closes on time.
- Processed incoming reservation calls and applied up-selling techniques to inform callers of special fares
- Verified guest information and payment options, ensuring accuracy and completeness
- Assisted with general enquiries on availability, quotations and re-confirming of bookings.
- Escorted Unaccompanied minors and wheelchair passengers to and from the aircraft.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Passenger Handling Agent
South African Air-link
12.2004 - 12.2005
- Assisted all customers in a prompt, friendly and courteous manner.
- Sold, printed and issued tickets to clients.
- Assisted with rebooking, rerouting and flight changes
- Informed clients of policies and procedures.
- Assisted with general enquiries regarding flight availability, pricing, and quotations telephonically and on email.
- Prepared customers invoices, accepted payments and processed refunds and cancellation requests.
- Reviewed tickets, identification and passport to verify passengers identity for check-in and boarding processes
- Coordinated seating arrangements and logistics for group bookings.
- Assisted passengers with special needs, ensuring comfortable travel experience.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Education
Comair / Flight Centre
Gauteng 01.2025 - 01.2025
Prestige Diploma - Advanced Travel And Tourism
Allenby Campus
Joubert, Johannesburg 01.1998 - 12.1999
High School Diploma -
Sizwe Secondary School
Gauteng 01.1997 - 12.1997
Skills
- Exceptional Customer service and care
- Active listening and Clear communication
- Critical thinking and Problem - solving
- Organizational and administrative skills
- Interpersonal and teamwork
- Analytical and conflict resolution
- Time management skills
ACHIEVEMENTS:
- First aid level1 certificate
- Extended Basic Fire Fighter Certificate
- Dangerous Goods
- Safety Management System Orientation
- E-learning Airline Emergency Response Plan Orientation
Timeline
Comair / Flight Centre
01.2025 - 01.2025
Global Emergency Assist Agent
Flight Centre Travel Group
10.2023 - 06.2024
Travel Liaison
Comair Limited
10.2010 - 06.2022
Customer Service Agent / Reservation And Ticketing Agent
Comair Limited
01.2006 - 10.2010
Passenger Handling Agent
South African Air-link
12.2004 - 12.2005
Prestige Diploma - Advanced Travel And Tourism
Allenby Campus
01.1998 - 12.1999
High School Diploma -
Sizwe Secondary School
01.1997 - 12.1997
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