Who We Are

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.

Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results-driven approach.

Today, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.

At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.

If you’re looking to grow your career in a company that values steady progress, real impact, and long-term development, we’d like to meet you

Summary/Objective

The In office Airline Support Specialist will support our airline client, located onsite at the client’s office. The On-site Airline Support Specialist is the primary point of contact for both the client and vendor regarding API’s operations. In this role, the On-site Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times.This includes internal collaboration within the airline and API,



as well as communication with external parties to ensure that operational challenges are resolved promptly and seamlessly. The initial steps will require manual detail proficiency:

- Transmitting monthly schedules to the hotels and ground transportation suppliers
- Update and transmit daily changes to the hotels and ground transportation suppliers
- Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes
- Book overflow room as required at non-contracted hotels
- Interrogating the airline’s crew management system (CMS) to identify existing reservations and update new reservations
- Receiving calls from crew members to verify their hotel details and chase delayed ground transport

We will train you on our work policies, procedures, and the ACES system to get you delivering Ops support. You will then address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to Client satisfaction, ensuring you always resolve a request as well as process and prioritise all client requests. You will build and maintain business relationships with clients by providing a great customer experience.

The On-site Airline Support Specialist provides total customer service, including but not limited to the following:

- Effectively use all available tools and methodologies, i.e., phone, email, fax,



and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations. Adapt to the situation at hand, e.g., (IROP) or (other), to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations.
- Provides support, guidance, and training, working as the on-site liaison with the airline partner.
- Processes client requests received from the airline through the API Operations system. Assesses all customer needs. Responds in a prompt, well-informed, accurate, and professional manner.
- Follow up on all client requests and transactions. All tasks must be fully executed, and client satisfaction is critical.
- Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Resolves client disagreements calmly and professionally. Research and presents solutions to satisfy client needs based on facts.
- Effectively utilizes all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations.
- Adapts to the situation at hand, e.g., Irregular Operations (IROP) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on the official “On Call Roster” when needed outside o

📌 On Site Airline Support Specialist (Sydney)
🏢 Accommodations Plus International
📍 Sydney