Madhu Madhu

Travel and Airline Operations professional with 4 years of experience in the travel industry, including 3 years at Mann Travel and 1 year at Egencia. Experienced in handling domestic and international flight bookings using Amadeus GDS, including PNR creation, ticket issuance, reissuance/exchanges, and refund processing. Strong knowledge of airline fare rules, ticketing procedures, and customer service operations.

Skilled in processing new bookings, fare calculations, ticket changes, cancellations, and refunds according to airline policies. Proven ability to provide customer support through phone, email, and chat while handling high volumes of travel-related inquiries.

Refund Executive at Atain (Egencia Process) (2025-05 – Present)

• Support corporate travelers and travel arrangers across APAC and EMEA global.
• Process airline refund requests based on PNRs received through the refund queue (IQD).
• Manage domestic and international airline ticket refunds using Amadeus GDS.
• Review fare rules, refund eligibility, penalties, and ticket conditions before processing refunds.
• Process voluntary and involuntary refunds according to airline fare rules and policies.
• Verify refund eligibility and calculate refund amounts accurately.
• Maintain accurate refund records and meet SLA requirements.
• Coordinate with airlines and internal teams to resolve refund-related issues and discrepancies.
• Maintain detailed refund documentation and audit-ready records.

Process Associate at Quampetence (Mann Travel) (2022-05 – 2025-05)

Previously supported the New Zealand travel market, handling international flight reservations, ticketing, exchanges, and customer service operations.

• Handled domestic and international flight bookings using Amadeus GDS.
• Created PNRs and updated all mandatory booking elements.
• Checked fare rules and provided multiple fare options to customers.
• Issued tickets, processed reissues/exchanges, and managed itinerary changes.
• Performed fare calculations and ensured accurate ticketing.
• Processed payments and completed booking recaps.
• Updated booking records and maintained CRM information.
• Provided customer support through phone, email, and chat.
• Managed high volumes of customer inquiries and booking requests.
• Conducted post-sales verification calls to reduce ticketing errors.
• Worked with airlines and internal teams to resolve booking and ticketing issues.

Bachelor of Arts in B.A. – University of Delhi (2023-02)