Refund Desk Staff at United Nigeria Airlines

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 United Nigeria Airlines is a fully Nigerian-owned company, incorporated under the Companies and Allied Matters Act (CAMA) 1990, registered with the Corporate Affairs Commission. We provide commercial air transportation services under the trade name United Nigeria.

We are currently recruiting to fill the position below:

Job Title: Refund Desk Staff
Location: Head Office – Enugu
Effective Date: To Be Announced
Reports To: Senior Revenue Accountant
Department: Revenue / Finance

Job Summary

The Refund Desk Staff will be responsible for ensuring accurate, timely, and compliant processing of passenger ticket refunds. This role combines meticulous financial handling with excellent customer service, ensuring adherence to airline policies, fare rules, and regulatory standards. The position plays a key role in maintaining revenue integrity, minimizing financial leakage, and ensuring customer satisfaction.

Key Responsibilities

Refund Processing

  • Review and validate refund requests from passengers, travel agents, customer service, and airport stations.

  • Verify ticket details, fare rules, penalties, taxes, and refund eligibility.

  • Accurately process refunds through the airline reservation system (e.g., Amadeus, Sabre, Videcom).

  • Calculate refundable amounts, factoring in penalties, non-refundable components, and applicable charges.

  • Ensure refunds are processed within approved turnaround times (TAT).

Documentation & Compliance

  • Maintain comprehensive records of all refund transactions for audits and reconciliations.

  • Ensure compliance with IATA BSP, airline policies, and regulatory requirements.

  • Escalate complex or disputed refund cases to the Refund Supervisor or Revenue Manager.

  • Verify refund requests to prevent fraud or revenue loss.

Customer Support

  • Respond professionally to customer inquiries regarding refund status, timelines, and policies.

  • Communicate clearly on refundable and non-refundable fares.

  • Provide updates on pending cases and manage customer expectations effectively.

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

  • Work closely with internal departments to ensure smooth refund processing and accurate reporting.

Required Skills & Competencies

  • Exceptional attention to detail.

  • Knowledge of fare rules, ticketing processes, EMDs, and refund procedures.

  • Ability to work under pressure and meet deadlines.

  • High integrity and confidentiality.

  • Strong numerical and analytical skills.

  • Excellent communication and customer service abilities.

  • Proficiency in airline ticketing systems (Amadeus, Sabre, Videcom).

Experience & Qualifications

  • Minimum of OND / HND / B.Sc. in Accounting, Business, Social Sciences, or related field.

  • 1–3 years of experience in ticketing, reservations, revenue accounting, or airline/travel agency customer service.

  • IATA Ticketing & Fares training is an added advantage.

Working Conditions

  • Office-based environment using computer systems.

  • May require weekend or shift work depending on airline operations.

  • Frequent interaction with customers and internal teams.

How to Apply

Interested and qualified candidates should send their Resume and Cover Letter detailing relevant experience, qualifications, and location to: careers@flyunitednigeria.com. Please use the Job Title as the subject of your email.

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