Job Description

Group Air Specialist - Toronto, Canada
Bilingual French/English
Embark on the next step in your career journey with Direct Travel!


The experienced Group Air Specialist coordinates air travel arrangements for large incentive programs and business meetings. Applicant must be proficient in Sabre (preferred).


This is a hybrid (currently two days in the office required) position.


Office Location is Toronto, Ontario, Canada


We have a No excuse culture, meaning our employees do not justify substandard performance or mistakes with excuses or by blaming others, but we work to find alternative solutions or strategies to overcome obstacles. As you will see below, one of our Core Beliefs is Ownership. Our employees reflect our Vision and Core Beliefs in everything we do.

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  Our Vision: Creators of business changing experiences helping people thrive.
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  Our Core Beliefs are:

• HONOR - Building trust and respect requires acting with integrity.
  • I choose the hard right, not the easy wrong.
• OWNERSHIP - We believe each individual has the power to create a brand experience.
  • I choose my attitude and actions.
• GRIT - To honor our commitments and achieve excellence, we must act with tenacity and resilience.
  • I choose to push through.
• HEART - Deep connections and loyalty require engaging others with mutual respect, kindness, and compassion.
  • I choose to engage with care.
• COURAGE - In order to grow, we must bravely step into the space of discomfort.
  • I choose bravery.
• CURIOSITY - To be our best, we must possess an intense desire to continually learn and seek a deeper understanding.
  • I choose to dig to understand.

Expedition Expectations

• Provides the highest quality of customer service to participants.
• Follows all Creative Group Standard Operating procedures for group travel.
• Initiates preliminary air option to attendee for approval and does not ticket without consent.
• Confirms the most logical flight itinerary based on event parameters, best schedule, block space, and participant preference.
• Confirms best fares for group travel by utilizing the most applicable airfares, negotiated group blocks, and corporate discounts applicable to assigned program.
• Adheres to turn around time parameters for each client based on volume and destination.
• Is responsible for managing and ticketing group Air Blocks in compliance with airline rules and regulations.
• Manages the overall program air budget throughout program planning and financial reconciliation post program.
• Ensures all Attendee PNRs comply with Creative Group/ DT policy and process.
• Confirms personal air travel extensions for attendees and follows process for split bill to properly charge the participant and the program.
• Invoices online transactions charged to the corporate credit card, or participant in Sabre.
• Utilizes QC to complete ticketing, exchange, seat fee, or personal payment transactions.
• Manages the email process of sending participants electronic tickets in Sabre and via TripCase.
• Participates and provides ongoing air expertise in operational meetings when necessary to Program Manager, Registration Manager, and client.
• Is available for On Call/Flight Assistance during main group travel dates to assist all participants if contracted to do so by client. This may include evenings and weekends.
• Monitors flights and communicates with on-site travel staff of any arrival and departure issues during standard business hours, for all assigned programs.

Performs other duties as assigned.
Working Conditions

• This is a hybrid role, will work in the office two days per week (currently Monday and Wednesday) based on Creative Group policy as well as when required to by manager or supervisor, unless the employee is in a full-time virtual situation. Additional work from home days in exceptional circumstances to be approved by management. The option of working in office full-time also exists.
• Extensive computer work, including email and phone discussions.
• Attends business related functions.
• Possible travel on site with clients/groups between 1-10 days in duration and can involve long hours.
• Sitting for extended periods of time.

Passport to Success

• An Associates/Two-year College Degree or a combination of education and work experience required.
• Minimum of 4 years experience working in the meetings and incentives industry, specifically coordinating group air travel arrangements.
• Firm knowledge of GDS system required; previous experience with SABRE is strongly preferred.
• Valid TICO Certification required.
• Must be proficient in Microsoft Office365 Suite products, specifically Outlook, Word, Excel, Team, OneDrive, and SharePoint.
• Knowledge of Cvent systems is an asset and must be able to learn CE3 (a proprietary Creative Group system).
• Bilingual in English and French.

Going the Extra Mile

• Models behavior that reflects our organizations Vision and Core Beliefs.
• Possess excellent interpersonal skills to be able to work cross-functionally, develop solid and positive internal and external relationships, and to deliver superior customer service derived from a spirit to help and serve others.
• Models a positive, solution-based approach and be flexible and open to change to be adaptable to program participants and other team members.
• Able to work autonomously, while thriving in a team environment.
• Possess excellent verbal and written communication skills to convey and express thoughts and ideas and to write emails with a professional tone. For bilingual agents, exceptional English and French communication skills both written and oral are required.
• Be organized to be able to work on multiple projects and tasks, in various phases, simultaneously, meet deadlines and prioritize.
• Detailed oriented to be able to meet clients and participants needs.
• Possess an active and discerning listener to identify participants needs.
• Able to maintain confidentiality as required.

Benefits Onboard
In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.


Our Brand Voyage:
About Direct Travel and Creative Group
A subsidiary of Direct Travel, Creative Group designs global programs and experiences that reward excellence and inspire people to reach their full potential - we call it Thrivability. Creative Group is a full-service performance improvement company specializing in meetings and events, group incentive travel, employee engagement and recognition, sales incentives and channel loyalty programs. Creative Group serves a client roster of Fortune 500 companies in a broad range of industries.


Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weeklys Power List. For more information, visit www.dt.com.


Direct Travel is an EOE/AA/Veteran/People with Disabilities employer


If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.