Customer Care GDS Specialist

 Customer Care GDS Specialist 

Application deadline: 18.05.2026 

Location: Spain; Latvia 

Type of contract: Permanent

Our people are the heart of Norwegian.  

We are made up of colleagues from different cultures and backgrounds who are united behind our vision: to become the most loved and trusted airline in Europe. 

Norwegian embraces a culture of equality, fairness, sustainability, respect, and inclusion in everything that we do. 

We have implemented an Equality Plan to safeguard a selection process without discrimination on the basis of gender, age, culture, nationality, ethnicity, physical abilities, political and religious beliefs, sexual orientation and other attributes.  

Embracing this culture is critical to our business success and makes us stronger together. 

Are you our new GDS Specialist?

We are looking for an experienced GDS Specialist to provide advanced, expert‑level support for Amadeus e‑ticket bookings within our Contact Center. This role is designed for a highly skilled professional with deep, hands‑on Amadeus expertise gained in a fast‑paced, high‑volume environment.

This is not an entry‑level or training role. Only candidates with proven, expert‑level Amadeus knowledge and a strong track record of independent problem‑solving will be considered.

What is it like to work at Norwegian:
Norwegian’s vision is to be the most loved and trusted airline in Europe, and our people are key to achieving that goal.

Here, you’ll find a diverse and dynamic workforce united by a shared purpose and passion for connecting people.

No matter your role, you’ll make engaging connections every day. We care for, encourage, and cheer each other on, celebrating new ideas and different ways of doing things.

So, fasten your seatbelt — your next exciting career journey starts here!

In this role you will be responsible for: 

• Acting as second-line escalation support for complex Amadeus e‑ticket booking and ticketing issues from Coordinators and Senior Coordinators
• Serving as the go-to Amadeus specialist for operational and technical challenges within the Contact Center
• Diagnosing and resolving Amadeus system issues impacting booking accuracy and operational efficiency
• Liaising directly with Amadeus support teams and internal IT for advanced troubleshooting and system improvements
• Authorizing and overseeing ad‑hoc booking and ticketing decisions, ensuring alignment with airline policies and business logic
• Taking full ownership of escalated cases, ensuring end‑to‑end investigation, resolution, documentation, and follow‑up
• Monitoring and managing Amadeus queues, proactively handling pending bookings, schedule changes, ticketing actions, and errors
• Collecting manual payments when automated flows fail, ensuring strict PCI compliance and secure handling of sensitive data
• Raising, tracking, and documenting Amadeus‑related JIRA tickets, escalations, resolutions, and system improvement recommendations
• Acting as a Subject Matter Expert (SME) for Amadeus e‑ticketing, supporting frontline teams, leadership, and training initiatives
• Supporting training, onboarding, and refresher sessions, and contributing to the continuous improvement of training materials and documentation
• Identifying recurring issues and trends, proposing process and workflow improvements to enhance efficiency and first‑contact resolution

You are our ideal candidate if:

• Minimum 3 years of full‑time, hands‑on experience working extensively with Amadeus e‑ticketing in an airline or travel agency environment
• Expert‑level proficiency in Amadeus, including complex fare construction, ticketing, reissues, PNR manipulation, and multi‑segment itineraries
• Documented experience with advanced Amadeus workflows, including queue management, manual interventions, and booking automation
• A proven ability to independently resolve highly complex and escalated GDS issues
• Experience working in high‑volume, operationally intense environments, ideally within a Contact Center or operational support function
• Strong understanding of PCI‑compliant payment handling and secure e‑ticketing practices
• Demonstrated experience mentoring, training, or supporting others in Amadeus‑related topics
• Excellent communication skills, with the ability to explain complex technical processes clearly and confidently
• A detail‑oriented, analytical mindset with strong prioritization and organizational skills
• A proactive, solution‑focused approach, with the resilience to perform under pressure
• Confidence in decision‑making, balanced with strong collaboration across frontline, leadership, training, and IT teams
• Flexibility and adaptability to shift work and evolving operational needs

We can offer:

Joining Norwegian means more than just a competitive salary — it’s about being part of a community that values and rewards your contributions.

Here’s what you can look forward to:

• Travel in Europe and beyond with massively discounted employee priced tickets with Norwegian and our partner airlines
• Get comprehensive travel insurance
• You will have the flexibility to combine working from our office and from home
• We offer a competitive salary
• Opportunity to join our share saving plan

Could this be the start of an amazing journey?
If you love the thought of working with us, click the Apply Now button to complete your application. You will need to upload a recent copy of your CV.

Please note: We can only accept applications that have been submitted through our recruitment system. We will accept your CV in either English or a Scandinavian language.

Do you have any questions?

Or need any help with your application? We are here to support you, please contact:

Benedetta Lenzo

Team Leader Customer Care

Benedetta.Lenzo@norwegian.com

Monica Gonzalez Martinez

Director Customer Care Operations Spain

monica.gonzalez.martinez@norwegian.com

“We care for each other, our customers and our environment as we navigate the skies together
- the Norwegian way”

Fasten your seatbelt for an exciting journey! 

Location: Spain; Latvia 

Travel required: Some travelling must be expected 

Application deadline: 18.05.2026 

About Norwegian

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