Software Engineer
Responsible for managing and optimizing Aero’s reservation workflows, acting as the primary liaison between guests and the airline. Utilizes reservation systems and CRM tools to deliver white‑glove service, ensuring accurate booking data, exceptional customer experience, and efficient issue resolution.
ABOUT AERO
At Aero, we believe exceptional journeys start with exceptional people. Inspired by the golden age of aviation, we’re redefining air travel with a modern approach. Our direct, premium flights via private terminals deliver the comfort of low-contact travel and the effortlessly fabulous experience of flying private. Just as we create an elevated experience for our guests, we invest in creating the same for our people—prioritizing transparency, support, accountability and fulfillment to foster a culture of trust and purpose.
ABOUT THIS ROLE
As a Concierge and Reservations Systems Specialist, you are the backbone and the white-glove liaison between Aero and our guests. This role requires a unique blend of high-touch luxury hospitality and GDS mastery. You will act as the team’s primary subject matter expert for Sabre, ensuring technical integrity of every booking while guiding our Concierge team through complex ticketing and reservation workflows. You aren’t just resolving issues, you are setting the standard for technical excellence at Aero.
RESPONSIBILITIES
Systems & Technical:
Serve as the internal subject matter expert for Sabre, acting as the first point of contact for the Concierge team to troubleshoot GDS errors, complex PNR issues, and ticketing discrepancies.
Become a Darwin expert and a liaison for the Commercial Systems team (including understanding of fare construction principles, calculating exchanges and refunds through fare comparisons and penalty applications, UAT testing, and ensuring the integrity of Guest Experience processes whilst being a first point of escalation for the Concierge team.
Partner with the Commercial team to proactively monitor and clear GDS queues to manage ticketing time limits, handle schedule changes, and ensure guest itineraries are synchronized and accurate.
Execute manual and automated reissues, voids, and refunds, ensuring 100% accuracy in fare construction and tax calculation.
Guest Experience:
Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat and ensuring all open tickets are resolved promptly and concisely.
Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion.
Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests.
Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs for our guests.
Effectively communicate and escalate operational and experience issues
Be well-versed and knowledgeable
Posted June 23, 2026