Laila Khaireddine

An aspiring and knowledgeable Ticketing and Reservations Specialist with over 15 years of experience in the Airline industry with Sales and Customer service. I’m able to remain calm and level-headed to deliver excellent client support in all situations. As a constant eager learner, I keep seeking opportunities to broaden my skill set and continue to be an asset to my colleagues and the organization I belong to.

Reservations and Ticketing Consultant - EL AL Israel Airlines - West Hampstead

(2025-06 - 2026-03)

• Handling customer and travel agent inquiries via phone, email
• Processing reservations accurately and efficiently
• Providing expert advice on Elal services, availability, and pricing
• Resolving customer issues promptly and professionally
• Upholding company standards of excellence in customer service
• Using positive telephone service techniques and act on special customer requests
• Collaborating within your team to coach, mentor, and provide constructive feedback to improve service levels and ensure a seamless delivery experience

Senior Reservations and Ticketing Agent - Qatar Airways - Heathrow

(2025-01 - 2025-04)

• Planning and supporting teams to deliver seamless customer experience and guest satisfaction as per company’s standards.
• Smooth handling of customer requirements, resolving issues, and managing reservations
• Supporting travel agents with various customers’ enquiries such as seat confirmation, VIP booking/ticketing queries
• Payment processing, excess luggage, reissue and upsell
• Daily banking and Sales Report

Reservations and Ticketing Consultant - EL AL & Superstar Holidays UK - West Hampstead

(2019-01 - 2024-12)

• Handling incoming calls from passengers and travel agents
• Processing generic emails
• Issuing tickets including group ticketing, returning residents, duty and leisure staff travel
• Servicing special accounts
• Dealing with refunds, revalidations and reissues
• Booking individual and group land arrangements and packages
• Assisting and Supporting operations when required (during staff shortage situations and flight disruptions).
• Promoting and upselling additional features to each customer’s policy to optimize Revenue.
• Advising customers regarding claim outcomes and procedures

Ticket Desk Sales Agent - Azzurra Ground Handling - Heathrow

(2018-05 - 2018-12)

• Using Amadeus to provide both net and published fares.
• Reissuing voluntary/involuntary tickets and issuing EMDs for different services
• Handling and issuing airline staff tickets
• In charge of daily banking and Sales Reports
• Handling invoices and various general admin duties
• Advising passengers on fare options, ticket changes and applicable airline charges
• Responding to ticketing enquiries and resolving issues at the airport ticket desk
• Coordinating with airline and ground handling teams during flight disruptions

Customer Care Associate - Allianz Insurance - Brentford

(2017-09 - 2018-05)

• Receiving inbound calls from new and existing customers relating to Animal health and lifestyle Insurance Policies
• Dealing with general enquiries, complaints, policy renewals and new business
• Explaining policy terms, cover options and renewal information to customers
• Updating customer records and processing policy changes accurately
• Escalating complex enquiries and complaints to the appropriate team

Senior Ticketing and Sales Agent - Menzies Aviation & Lufthansa Group - Heathrow

(2006-11 - 2015-06)

• Working on the ticket desk for Lufthansa & Austrian airlines handling ticketing for 40 flights daily.
• Revalidation, Reissues of published and net fare tickets, and issuing EMDs for various services
• Dealing with misconnections in a fast and efficient manner during flight irregularities
• Booking hotel accommodation and ground transportation
• In charge of sales reports, check-in issued documents and daily banking

LHR Ticket Reissue Training — Passed - Lufthansa, London (2013 - 2013)

Certificate of Fares and Ticketing — Passed - Lufthansa, Germany (2006 - 2007)

IATA Fares and Ticketing, BA Levels 1 and 2 — Grade A - West London College (2002 - 2003)

Diploma in Travel and Tourism — Passed - Travel Agents Institute, Morocco (1999 - 2000)

Baccalaureate in Science — Passed - Lycée Abdelkrim Lahlou (1996 - 1997)