South African Airways is hiring a Refund Officer

Job Summary

South African Airways (SAA) is hiring for the job vacancy: Refund Officer.

Closing date: 16 February 2024

Reference NumberSAA240207-1
Job TitleRefund Officer
Business UnitN/A
Job TypePermanent

Location: Kempton Park, Gauteng, South Africa

Job Purpose

This function is critical in the prevention of and identification of revenue leakages and financial losses. The incumbent of this role is responsible for the verification of fares/taxes/fees and charges, focussing mainly on direct/indirect ticket sales.

The role is responsible to do fare audit and recover monies short collected and ensure fare abuse is eliminated while the quality of ticketing is addressed to ensure correct accounting and collection of fares and taxes and correct calculation refunds done by stations. The incumbent must investigate and process all refund applications or requests accurate and timely.

The role is to maintain a high level of correspondence with our external and internal customers as well as to protect SAA revenue whilst ensuring customer satisfaction and to support the Team Leader and Lead in attaining the business objectives.

About South African Airways

South African Airways is the flag carrier airline of South Africa. Founded in 1934, the airline is headquartered in Airways Park at O. R. Tambo International Airport in Johannesburg and operates a hub-and-spoke network, serving ten destinations in Africa.

From Johannesburg, SAA’s hub, the national carrier of South Africa flies to over 35 destinations across Africa, the Middle East, Asia, Europe, Australia and North and South America. 

We have become a global airline whose excellence – 14 Skytrax awards acknowledging us as the best African airline and Africa’s first 4 star airline – has been built a dedication to excellence and embracing innovation

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Duties and Responsibilities

  • Implements department strategy within own area of responsibility
  • Contributes to the budget management, cost saving initiatives and cost compression measures
  • Ensure accurate calculation and charging of administration or cancellation fee 
  • Accurate audit of airlines published tariffs through the audit of its sales and refund process

  • Utilises resources in area of responsibility/ own area of work in a time and cost-effective manner
  • Utilises technology to enhance internal and external customer expectations
  • Executes work outputs according to customer requirements
  • Adheres to governance and risk management policies, processes and systems
  • Delivers on regular, irregular and timeous reporting of information to key stakeholders

  • Participates in continuous optimisation programmes, projects and initiatives
  • Effective investigation and completion of received passenger refunds worldwide
  • Manage the refunds call centre
  • Provide an efficient and professional level of service to Travel Agents and SAA customers (External and Internal)
  • Deal with queries i.e. waivers, expired tickets, duplicate tickets and name errors 

  • Protect revenue by ensuring that adjustments are in accordance with IATA Standards and Interline Agreements, liaising with foreign Airlines regarding adjustments on errors that occur during travelling
  • Assist with downgrades for sectors on a foreign carriers
  • Incorporation and recovering of fees from other airlines when flights are cancelled or rebook
  • Prepare refunds related adjustment journals to ensure proper accounting within the revenue accounting system

  • Liaise with internal departments regarding refund matters
  • Identify own sales and solve errors that occur during ticket issuance and re-issue e.g. unaccounted taxes, overcharges 
  • Prepare adjustments and journals for own sales
  • Issue ADM/ACM to travel agents 
  • Reassess of international and domestic fares for partially used tickets to determine the refundable value of unused sectors / coupons

  • Ensure that the refunds are processed to the correct form of payment; i.e. lost, stolen and closed credit cards e.g. requesting a letter from the bank confirming the passenger is new banking details
  • Conversant with various rules and regulations for different countries (e.g. currency regulations, immigrations limitations, CPA, DOT etc)
  • Organise and manage individual sections e.g. forwarding rejection letters and information letters
  • Submit confirmed files daily for approval
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  • Ensure that older files delayed due to insufficient information are regularly checked and follow ups are done
  • Manage older and pending files on a daily basis to ensure the complete, accurate and timely processing of all refund applications or request credit cards, confidentiality of credit cards (PCI and legal requirements environment)

  • Calculate and evaluate/verify fares, applications of fare rules, taxes, fares and charges at time of ticket issuance at SAA selling locations in Revenue Accounting processing system vs the Global Distribution system
  • Calculate and verify the correct application of a fare/refund rules with regards to refunds transactions at all SAA selling locations using the SAP output reports/APRA Refund Audit Reports
  • Do quality control on refunds done by GSA selling locations
  • Calculate the correct refund values by re-assessing the correct fares and taxes applied

  • Calculate the correct application of cancelation fees
  • Create and submit errors and omissions (E and O’s) for all incorrect refunds done
  • Identify trends and advise the Team leader/ Revenue Protection Manager via formal reports
  • Create debit/credit memos in SAP for under collections identified during audit process and ensure that all under collections have been accounted for
  • Assist Team Leader with the reconciliation and correspondence function

Qualifications and Experience

  • Grade 12 certificate with accounting at NQF level 4
  • A 3-year diploma in Accounting will be an advantage 
  • Successfully completed Basic Fares and Ticketing
  • Successfully completed Intermediate Fares and Ticketing
  • Amadeus Reservation and Ticketing

  • Systems Fares Training 
  • Successfully completed IATA Accounting and Control will be an advantage
  • Successfully completed IATA Integrated Revenue Accounting and Control will be an advantage
  • Studying towards QM IATA diploma will be an advantage
  • SAP application
  • At least 1 – 2 years Revenue Accounting experience 
  • Working experience at a ticket sales station/airport office
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Knowledge and Skills

  • In-dept knowledge of SAA Ticketing policy and procedures and applications
  • In–dept knowledge of Passenger Agency Programme 
  • Proficient working knowledge of APRA modules (sales, flown, interline, accounting and reference masters)
  • Amadeus / ATPCO fares all GDS knowledge 

  • Manual construction of fares/taxes/fees on the GDS
  • Interpretation of conditions of fares relating to penalties
  • Understanding of ticketing practices and SOP’s at selling locations
  • P and P’s and Passenger Service Resolution
  • SAP ZDC1 and ZRF00 module
  • Investigation and evaluation skills
  • Analytical skills

  • Resource utilization (systems, manuals, resolutions, P and P, workflow, etc.)
  • High level of productivity
  • Customer focus
  • Telephone etiquette
  • Problem solving skills
  • Business writing skills
  • Service orientated
  • Work efficiently, independently and accurately under pressure
  • Team player
  • Honesty, energetic, enthusiastic 


  • Effective communication
  • Technical expertise
  • Stakeholder relationships
  • Flexibility and adaptability
  • Drives results
  • Organisational awareness
  • Ethics and integrity
  • Collaboration 

How to Apply

SAA is using an online recruitment tool.  Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. 

Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary. 

PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed.  Incomplete online profiles will be disqualified from the application process. 

Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. 

Applicants need to ensure that their online profiles are completed with correct and current information.  Incomplete sections can disqualify applicants from the screening and selection process.  This applies to all internal and external applicants.


  • S'bo Parker

    S'bo has a passion for web content creation and develops apps and games for fun! It all started at the University of KwaZulu-Natal where she gained skills in automated machine learning (AutoML), machine learning algorithms and MLOps. S'bo loves electric vehicles and uses 100% solar energy.

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