Full-Time
Travel Support Consultant
London
Duffel
51-200 employees
APIs for searching, booking flights
No salary listed
London, UK
Hybrid
Twice-weekly in-office in London required.
 Operations & Logistics (1) |
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- Must be able to work UK business hours, with some flexibility on shift patterns
- Must be able to come into the London office twice a week
- At least 3 years worth of experience using a Global Distribution System (GDS) with Travelport or Galileo or Sabre preferred
- Strong knowledge of air fares, ticketing, re-issues and refunds
- Experience with New Distribution Capability systems such as Farelogix SPRK, IAG TAP strongly preferred
- Ability to think outside-the-box and willingness to go the extra mile
- Customer obsessed, you're passionate about delivering exceptional customer service
- Experience using Zendesk for customer support queries is preferred (Voice, Chat & Email channels)
- Previous experience with BSP Link or Airline Reporting Corporation knowledge is preferable
- You’ll be the first point of contact for our customers, handling incoming emails, calls and live chat messages to assist with their queries
- Bringing back client feedback and insights to help our team build better products and improve our customer journey
- Supporting with other team functions such as but not limited to reconciliation, management of ARMs and training new team members
- Building relationships with travellers & travel sellers using the Duffel platform
- Acting as an escalation point when needed for the Outsource Team
- May be required to work some weekends
Duffel provides a suite of APIs that let travel sellers search, book, and manage flights. It works by offering developer-friendly endpoints that connect to many airlines, support changes and cancellations, and enable add-ons like paid seats, baggage, and pay-later options. It also supplies extensive documentation, client libraries (Node.js, Python, Ruby), and prebuilt UI components to simplify integration and product design. Duffel differentiates itself by focusing on a scalable, API-first platform that lets both traditional travel agencies and non-traditional sellers easily embed flight functionality into their own systems, with revenue tied to clients’ usage. The company’s goal is to help travel sellers diversify revenue streams and improve the end-to-end customer experience through a flexible, integrable flight API platform.
Company Size
51-200
Company Stage
Series B
Total Funding
$56.3M
Headquarters
London, United Kingdom
Founded
2017
Simplify's Take
What believers are saying
- NDC adoption accelerating; Duffel's May 2022 guide captures sellers migrating from legacy systems.
- Stripe partnership and airline integrations (Hawaiian Airlines) expand ecosystem and reduce booking friction.
- Fintech and employee benefits travel embedding creates high-growth B2B segment beyond travel agencies.
What critics are saying
- Amadeus NDC ecosystem locks sellers into dominant GDS infrastructure, eroding Duffel's direct connections.
- Airline direct NDC implementations bypass Duffel intermediary entirely, starving bookings by 2028.
- Google Flights API enhancements commoditize flight search and booking with zero marginal cost.
What makes Duffel unique
- Direct airline connections enable best prices versus GDS-aggregated competitors like Sabre.
- Prebuilt components (baggage, seat selection, payments) reduce integration time from months to minutes.
- NDC-native API architecture positions sellers for direct airline content distribution post-GDS transition.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
Flexible Work Hours
Remote Work Options
Paid Vacation
Sabbatical Leave
Hybrid Work Options
Stock Options
Company Equity
401(k) Retirement Plan
Wellness Program
Mental Health Support
Phone/Internet Stipend
Home Office Stipend
Professional Development Budget
Conference Attendance Budget
Training Programs
Tuition Reimbursement
Professional Certification Support
Mentorship Program
Gym Membership
Commuter Benefits
Meal Benefits
Family Planning Benefits
Fertility Treatment Support
Adoption Assistance
Childcare Support
Elder Care Support
Relocation Assistance
Employee Referral Bonus
Parental Leave
Wellness Program
Growth & Insights and Company News
6 month growth
↓ -3%1 year growth
↓ -3%2 year growth
↓ -3%Artificial intelligence assistant Swifty, a startup supported by Lufthansa Innovation Hub, is piloting conversational booking on Swiss International Air Lines' website.The pilot, which will help Lufthansa Group gain insight for future AI-powered solutions, offers website users the option to book their flight using AI alongside traditional search. Get a dose of digital travel in your inbox each day
Duffel's integration with Traveltek's iSell Platform marks a significant milestone in streamlining the process for agents to offer a diverse range of flights and services and the platform's growing list of capabilities.
Adding the NDC content is anAmerican Airlines is going live with its New Distribution Capability offers with global distribution system Sabre on April 3, marking the point of no return for its removal of 40 percent of its airfares from traditional retail channels.The announcement on Wednesday of Sabre’s upcoming integration will be a blow to BCD Travel, the large global corporate travel agency that earlier this week warned that “NDC isn’t quite there yet – and won’t be by April 1.” It’s also likely to disappoint the American Society of Travel Advisors, which had called for a nine-month postponement.Starting on April 3, Sabre said connected travel buyers, agencies and developer partner customers will be able to shop, book and service American Airlines’ New Distribution Capability content, including paid seats, through Sabre’s Offer and Order APIs, the agency point-of-sale tool, Sabre Red 360, and its GetThere booking tool, the Texas-based technology company said.Fares include the carrier’s Main Select and Flagship Business Plus, ancillary products and the lowest fares available in these channels. Sabre also said customers will have access to more descriptive information on American’s flight offers as well as seat selection enabled in the booking path.With Amadeus and Travelport already primed, Sabre’s inclusion means the world’s biggest airline isn’t backing down. Experts now warn there will be now challenges as some business travelers may be locked out from the new fares.Going ‘Off-System’There are concerns not all corporate travel agencies, or online booking tools that a company employee uses to access company approved flights, are fully connected to American Airlines New Distribution Capability content.American is expected to shift most of its cheapest fares to direct channels, including its own website — which may mean “price sensitive” companies will prefer to book this way.Tracking software Traxo predicts a higher rate of out-of-system bookings in 2023. It argues increased choice and personalized offers from New Distribution Capability solutions are proving ever more tempting for business travelers to book via off-platform, direct channels.Story continues“The impending American Airline deadline poses real risks for the corporate travel sector as a material percentage of AA’s New Distribution Capability rates are anticipated to only be bookable directly via the airline or other NDC-ready travel intermediaries, both of which are typically outside of approved corporate channels,” said Andres Fabris, Traxo CEO and founder.BCD said it had been working diligently to prepare its clients’ travel programs for this switch, but said the reality is that no one can offer a seamless customer solution by the April deadline.“Ultimately corporate travellers don’t really care that the right content isn’t there, they will book whatever is available in the tool that their company is pushing them to use,” Steve Domin, CEO and co-founder of airfare aggregator Duffel. “Corporate travel managers and chief financial officers might feel a little differently about this obviously, as they’ll want to control spend, and not having access to any negotiated fares they have is going to hurt.”Steve Reynolds, CEO of auditing and rebooking platform TripBam, believes the next four to eight weeks will be challenging.“Some (employees) aren’t all that really cost sensitive, so are they really going to care? I’m paying $500 for a round-trip, I guess that’s just what the price is. Am I really going to search hard to find something a lot cheaper? Probably not,” he said.“However you will have some that are price sensitive that will see on AA.com that it’s cheaper
Duffel has introduced 600+ airline logos in its Flights API as part of the complete toolkit for selling flights so you can quickly access high-quality and brand-compliant logos.
Today, Duffel is launching the complete NDC guide for travel sellers to help you use the new technology standard to build great customer experiences and make more money selling flights.