Rising Demand, Uncertain Conditions and a Growing Expertise Gap

Travel demand is returning across both leisure and business segments, but this growth is unfolding in an increasingly unpredictable environment. Sudden disruptions are no longer exceptions—they are part of daily operations.

This makes accurate ticketing, reissuance, and refund management more critical than ever, as even routine bookings can quickly become complex.

Yet while hiring has resumed, expertise has not kept pace. The result is a widening gap between demand and the industry’s ability to deliver consistent, high-quality service under pressure.

What Is the Ticketing Skill Gap?

The ticketing skill gap refers to the widening difference between the complexity of travel operations and the actual capabilities of the current workforce handling them.

In today’s environment, ticketing is no longer just about issuing flights—it involves navigating GDS systems, interpreting fare rules, managing reissues and refunds, and handling exceptions in real time. These tasks require a combination of technical knowledge, experience, and precision.

However, many new entrants into the industry lack exposure to these technical complexities, while experienced professionals who once carried this knowledge have left the workforce or the industry. As a result, the industry is left with teams that can support basic processes—but struggle with advanced, complex, high-stakes scenarios.

Why Ticketing Is the Most Affected Area

Among all operational functions in travel, ticketing is one of the most expertise-dependent. Unlike customer service or sales roles, ticketing requires a deep technical understanding of specific systems, rules, and processes that are often not visible to end customers—but critical to business success.

Even a small error in fare construction or reissuance can result in financial losses or ADMs, operational delays, or customer dissatisfaction.

Why the Skill Gap Is Happening

The growing skill gap in the travel industry is not simply a result of recent disruptions—it is a long-standing structural issue that has been further amplified in recent years. 

Research carried out by GOOSE Recruitment, in partnership with FlightGlobal, revealed that as early as 2019, strong global demand for aviation services had already led to an acute shortage of experienced professionals across multiple regions, including China, South America, and North America. This shortage had been ongoing for nearly two decades.

Even more telling, 43% of pilots surveyed believed that there would still not be enough experienced professionals to meet demand in the next five years. Several key factors contribute to this growing challenge:

A. Loss of Experienced Talent

The pandemic led to a loss of experienced professionals, taking critical hands-on knowledge with them out of the industry and leaving a noticeable gap in operational expertise.

B. Limited Training & Mentorship

With fewer senior professionals available, reduced training and mentorship leave new hires without the guidance needed to handle complex ticketing scenarios effectively.

C. Mismatch Between Training and Reality

Training often covers the basics, while real-world ticketing demands handling exceptions and time-sensitive decisions, creating a gap between learning and execution. 

D. Increasing Operational Complexity

At the same time, travel operations are growing more complex, with evolving fare rules, airline policies, and systems raising the expertise needed to handle even routine tasks accurately and efficiently.

How the Role of Ticketing Is Evolving

A. From Execution to Expertise

Ticketing is no longer just an execution role—it requires analytical thinking and decision-making.

B. From Support Function to Business-Critical Role

Accurate ticketing directly impacts revenue, cost control, and customer satisfaction.

C. From Manual Processing to Knowledge-Driven Work

Automation can support simple tasks, but complex scenarios still rely heavily on human expertise.

D. From Back-End Role to Customer Experience Driver

Even though ticketing happens behind the scenes, its outcomes shape the overall travel experience.

What Travel Businesses Should Be Doing Now

To address the growing skill gap, travel businesses need to shift their approach from simply hiring more people to building stronger expertise within their operations.

Key steps include:

• Investing in continuous training and upskilling programs
• Strengthening mentorship and knowledge-sharing within teams
• Re-evaluating operational workflows to reduce dependency on trial-and-error
• Exploring partnerships with experienced operational support providers
• Prioritising accuracy and quality, not just speed

By focusing on capability rather than capacity, businesses can build more resilient and reliable operations.

As the digital world evolves rapidly, organisations depend more than ever on strong IT systems and solutions to stay competitive and fuel innovation. However, a challenge most companies face are the shortage and high wages for these skilled IT talents. This shortage is caused by several factors like high demand for IT skills, specialised roles, and constant global competition. As a result, many businesses face project delays, high costs, and inefficiencies when trying to complete large IT projects.

Whilst businesses have relied on outsourcing for various functions such as customer support, HR, and finance, recently, outsourcing has come on demand in the area of IT development. Outsourcing works in various different models from offshore hiring agencies, to delegation of specific business processes or tasks – typically in regions where labour costs are lower, or talent is more readily available. 

In any kind of industry, rapid technological advancements have required businesses to be agile and innovative. Outsourcing IT processes allows companies to tap into a global pool of IT professionals with the skills needed to manage, develop, and scale IT projects.

Why Companies needs IT Outsourcing

In addition to addressing the immediate problem of  skill shortages and high costs for IT talents, outsourcing offers several other benefits which makes it an attractive option for businesses:

Focus on core strengths: Outsourcing IT tasks allows companies to focus on their main business activities while leaving the technical IT work to specialists, improving overall efficiency and productivity.

Risk management: Outsourcing reduces risks by assigning tasks to experts who can handle challenges like cybersecurity, compliance, and operational issues.

Global collaboration: With outsourcing partners in different time zones, work can continue around the clock, speeding up project delivery.

Here’s how ATI can help your business

With over 1,500 experienced team members, ATI stands out by offering operational support, including IT, through our outsourcing services. From Automation Development, QC Testers to Software Development service, our unwavering focus on meeting organisations’ evolving needs has been instrumental in our success, bolstered by the strength of our support ecosystem – the ATI Academy and Business Analysts team.

With over 20 years in the several industries, ATI’s culture and cohesive ecosystem supports our team members with expertise and essential competencies to effectively meet client demands. Learn more about our offering here.

In an industry where accuracy and effectiveness are crucial, the growing deficiency in ticketing skills among travel professionals is becoming a significantly growing issue. As the travel landscape evolves and customer expectations soar, the gap in ticketing proficiency threatens to undermine the effectiveness and competitiveness of travel agents.

Ticketing is a fundamental aspect of the travel industry, encompassing everything from booking flights and accommodations to managing changes and cancellations. Despite its importance, many travel professionals are struggling with handling multiple complex systems or insufficient training, leading to errors, inefficiencies, and a lack of confidence in their work. Whilst most bigger travel agencies have opted for robotic automation in ticketing, those on the lower scale of the spectrum tend to struggle with the lack of up-to-date ticketing skills. Not only a minor inconvenience, this ticketing supply gap has become a growing concern impacting the entire travel experience for customers.

How Essential Are Top-Notch Ticketing Skills for Travel Agents?

Enhance Customer Experience

Mastery of ticketing systems allows agents to provide accurate information, manage bookings efficiently, and resolve issues promptly, leading to higher customer satisfaction.

Adapt to Technological Advancements

Proficiency in ticketing software and platforms, especially complex ones like the GDS, are essential for adapting to the ever-evolving landscape of travel platforms and technology.

Optimise Operational Efficiency

Efficient ticketing processes contribute to the overall productivity of travel agencies. Agencies with consultants who excel in ticketing minimise errors, reduce processing time, and streamline operations, leading to better resource management and cost savings. 

Build Trust and Credibility

Clients rely on travel professionals to handle their bookings accurately and efficiently. Demonstrating expertise in ticketing fosters trust and credibility, encouraging repeat business and referrals. 

Navigate Complex Travel Arrangements

Top-notch ticketing skills are crucial for managing these intricacies, ensuring that all aspects of the trip are coordinated effectively and any issues are resolved quickly are key points to standing out from your competitors.

To tackle the ticketing skill crisis, travel agencies and professionals need to invest in comprehensive training programs that keep pace with technological advancements and industry standards. But wouldn’t that take up to much of the time and effort as travel agencies’ core business are all about sales and travel arrangements instead of skill training and improvements?

Here’s how ATI can help your business

With over 1,500 travel experienced team members and over 800 ticketing staff, ATI stands out by offering crucial support through our outsourcing services. Our singular focus on addressing the industry’s evolving needs has proven successful, particularly with the strong standing of our very own ATI Academy. 

With over 20 years in the Travel & Aviation industry, ATI Academy has trained and gathered technical skills for airfare ticketing services and all other services in ATI. This continuous learning channel has been designed comprehensively to ensure our consultants are equipped with a high level of ticketing skills and other essential competencies to meet client needs effectively.

Since commencing in 2002 with a single discipline of fare filing and contract loading, ATI Business Group has grown to support multiple work disciplines, including ticketing, fare auditing, finance and accounting, robotic process automation and developing various travel and aviation technology products.

Learn more about our Ticketing & Refund Processing offering here and all our services here.

In the ever-evolving travel landscape, customer satisfaction has become paramount to be a front runner and stay competitive. As travel agencies adapt to meet the diverse needs of modern travellers, one key factor shines through: round-the-clock customer service.

In our digital age, customers demand instant solutions to their inquiries. According to a recent Ipsos survey across industries, attributes focused on people’s needs ranked high – with fast response times (75%) and consistency across channels (55%) leading the pack.

The travel industry has seen significant shifts in recent years. With the emergence of digital platforms, travellers now enjoy unparalleled access to information, booking tools, and personalised experiences. Yet, this digital age also introduces complexity. From sudden itinerary changes to unforeseen travel restrictions, travellers encounter myriad challenges that can turn a dream vacation into a stressful experience. In this dynamic environment, the demand for reliable, immediate support has never been more pressing, emphasising the critical need for 24/7 service for your clients.Benefits of Providing  24/7 Support for your Clients

Travel agencies play the main role in ensuring clients get smooth and enjoyable travel experiences. Providing 24/7 customer support is not just a service but a necessity. Here’s why it makes all the difference for your clients.

• Immediate Resolution: Whether it’s a missed flight connection, delayed or cancelled flights, or an emergency at the destination, having 24/7 support ensures that clients receive immediate assistance, minimising inconvenience and stress.
• Enhanced Trust: Knowing that help is just a phone call or message away builds clients’ trust and confidence in the travel agency. This assurance could contribute as a significant factor in choosing a travel service provider.
• Global Coverage: Travellers often find themselves in different time zones. 24/7 support ensures that no matter where or when an issue arises, someone is always ready to assist your clients.
• Competitive Edge: Offering round-the-clock support distinguishes a travel agency from its competitors, showcasing a commitment to customer care and satisfaction.

Introducing ATI’s 24/7 Support Service

ATI understands the importance of providing exceptional service to your clients, even outside of regular business hours. With our advanced workflow technology platform and dedicated team of experienced travel agents, we offer comprehensive support for your clients’ urgent requests through telephone, email, and chat, ensuring seamless communication and outstanding customer service.

To address the varied needs of your clients, ATI provides specialised service provisions which includes:Emergency Support

In unforeseen circumstances such as flight delays, cancellations, or disruptions, our team is ready to assist your clients with re-accommodation, alternative travel arrangements, and guidance to reach their destinations as smoothly as possible.

Booking Assistance

Our team can handle urgent bookings, cancellations, rebooking, and itinerary changes across various airlines, hotels, car rentals, and other travel services. We ensure prompt action and accurate execution, minimising any disruption to your clients’ travel plans.

Travel Information and Advice

We provide reliable and up-to-date travel information and advice to your clients. From destination recommendations to visa requirements and airline policies, our team is equipped to address any inquiries your clients may have, helping them make informed decisions.

Queue Tracking

With our Queue Tracking service, our team will track up to 5 or 10 queue numbers per PCC during your afterhours and ensure escalation to your clients when urgent charges occur.

Find out more about our 24/7 Support Service and don’t hesitate to get in touch with us or check out all of our offerings  here 

In the dynamic landscape of the travel industry, where global connectivity and client expectations are constantly evolving, the demand for efficient and responsive ticketing services has never been more critical. Travel agents, as the orchestrators of unforgettable journeys, find themselves in a realm where the need for 24/7 ticketing support is paramount. 

For companies and travel agents navigating the complexities of the modern travel ecosystem, the quest for a service that not only meets but exceeds expectations is ongoing. The challenges of handling ticketing issues, especially in the context of urgent requests and after-hours support, have become a common pain point.

ATI Business Group steps into this arena, poised to redefine the standards of service in the ticketing landscape with our dedicated focus on addressing the unique needs of travel agents. Backed by a commitment to 24/7 coverage, the Queue Monitoring and Ticketing Fulfilment Service includes:

Queue Monitoring

Our experienced travel expert team oversees and ensures all ticket fulfilment PNRs queued in the GDS systems for ticketing, both fresh issuance and reissuance, are actioned timely and effectively. 

Ticketing Fresh Issuance

We ensure the timely and accurate issuance of new tickets queued in the GDS, meeting required timelines. This effective handling minimises disruptions to your clients’ travel plans, guaranteeing prompt action and precise execution.

Ticketing Reissue

In cases of emergencies or changes in your clients’ travel plans, ticket re-issuances are promptly actioned, ensuring accurate execution and effective handling for a smooth travel journey and exceptional customer experience.

Why ATI?

Empowered by our skilled team of seasoned travel professionals and cutting-edge proprietary technology, ATI has positioned itself as the premier Business Process Outsourcing provider in the dynamic Travel & Aviation sector. With various multinational travel clients and years of experience under our belt, ATI is the right partner for optimal efficiency and business growth.

Find out more about our Queue Monitoring & Ticketing Fulfilment Service and don’t hesitate to get in touch with us or check out all of our offerings here. 

There is still a month left before we enter 2023, but the warnings of incoming economic downturns are already coming in thick and fast. According to KPMG’s latest CEO survey, 86% of top executives believe there will be an economic recession in the next 12 months. This is indicated by the tightening of monetary policy in 54 countries, rising interest rates and inflation for these past few months – not to mention the Russia Ukraine war and COVID-19 pandemic still ongoing.

A few months ago the Washington Post made a statement that “Big Tech is bracing for the economic slump.” Although the reputation of Big Tech as a barometer of the whole economy is fair, all organisations should already be looking to take new precautions to ensure the organisation can survive and thrive, despite the unstable conditions. So, what can organisations do now to prepare for the incoming uncertainties? One of the strategies companies can consider is to outsource some of the organisations’ business processes.  

The Benefits of Outsourcing Amidst Uncertainties 

Economic uncertainties tend to wreak havoc on the growth plans of companies. During these times with varying uncertainty, outsourcing could put organisations in a better position to handle the fluctuations and uncertain conditions. Here are some benefits of outsourcing that could be of help for organisations:

• Assist in cost savings

Reduction of cost has always been a key variable for companies when making the outsourcing decision. During times of economic uncertainties when your revenue starts getting impacted, cost savings would be a priority as organisations would not be able to afford spending as much they have before. Outsourcing gives your company the leverage to reduce costs in various areas of business operations, human resources and even digital technology.

• Create flexibility in resourcing

In most organisations, manpower is often the biggest cost item. When the push comes to reduce cost, companies often cannot avoid laying off staff in order to make a dent in manpower costs. It is the most effective, yet perhaps least popular of all strategies. Outsourcing offers the flexibility to ramp resources up and down, as long as defined conditions are being met. Hiring offshore resources not only gives greater flexibility in terms of upsizing and downsizing headcount with lower cost, but also eliminates expenses such as office space and recruitment processes. Organisations with outsourcing capabilities are set to be in the best position to sprint forward.

• Work with the best in the industry

Outsourcing companies are focused on up-skilling their employees in the focused industry and its operational needs to ensure the best qualified and experienced team is working for you. This means as a company, you will obtain high-level performance from experienced professionals in the related field that will naturally result in higher efficiency and greater productivity for your business.

Generally, outsourcing reduces costs, increases efficiency and improves your product or service offering. Especially in the travel industry, outsourcing is a common practice due to its flexible nature. Partnering with an outsourcing company is a beneficial business strategy in many situations, but it becomes a critical one during times of economic uncertainties to ensure stability and flexibility.

About ATI

With 20 years of experience in the travel industry, ATI has grown to be the largest business process outsourcing provider in Indonesia. We help various multinational travel companies grow and accelerate their business process by providing integrated Technology and Digital Services & Solutions. By comprehensively investing in our team- and utilising the combination of Human and Digital Intelligence, ATI has become a preferred partner of various global clients in the travel industry.

If you would like to know more about our business and services, and how ATI can help your organisation, especially coming into these times with great uncertainties, don’t hesitate to get in touch with us here to consult how our  products and services could possibly help you.