Fatima Lihovic-Ahmic

· Managed all travel under ICAO’s auspices in compliance with Staff Rules and policies on mission deviations.

· Negotiated annual airline contracts, securing optimal fare agreements to maximize cost savings for the Organization.

· Coordinated travel arrangements for the Secretary General, the President of the Council, and Council members.

· Oversaw accurate filing of contracted fares with airline partners, ensuring proper endorsements, tour codes, and compliance with incentive agreements through quarterly reporting.

· Participated in ERP system integration together with the transformation project team aligning with UNDP’s Sustainable Development Agenda 2030.

· Analyzed and presented monthly travel management reports on carrier volume and market trends to support strategic decision-making

· Managed sales and market performance for Quebec and the Maritime Provinces, delivering quarterly reports to travel partners and implementing strategies for performance optimization.

· Successfully led a sales team, fostering a culture of innovation and encouraging creative problem-solving to drive performance optimization.

· Collaborated and provided sales and technical support to the corporate and leisure travel partners

· Conducted interactive workshops to update and coach regional travel partners on the company’s booking policy.

· Researched the main O&D’s on the relevant network and analyzing the contracted and published fares in the market to develop strategies for optimizing the market share

· Collaborated with Star Alliance partners on Service Level Agreements (SLA) and analyzed pro-rated and interline fares to optimize cost efficiency and partnership outcomes

· Collaborated with RM on fare filings with ATPCO Fare Manager to ensure accuracy

· Established the regional group sales department, introducing Ad-hoc and serial group options while organizing educational tours across the relevant network.

· Led and supported TK Canada sales team from 2020 to 2023, ensuring operational efficiency and performance excellence.

· Established and managed the Customer Relations department in Canada, collaborating with headquarters to ensure customer satisfaction while upholding the company's integrity

· Assessed passenger claims in compliance with APPR (Air Passenger Protection Regulations) and worked closely with Canadian Transportation Agency to facilitate resolutions for all parties.

· Successfully represented the company in civil court hearings for claims under $15,000, without the presence of the legal department

· Provided support and training for new route startups/inaugural flights as well as during flight irregularities.

· Collaborated with Turkish Airlines Conventions department to promote Istanbul as a MICE destination by offering discounted fares and exclusive perks to participants.

· Contributed to the project team for NDC planning and implementation

· Provided travel partners and agencies with technical support for ticketing and reservations.

· Assisted passengers and agencies with flight irregularities, ensuring seamless service and customer satisfaction.

· Coordinated with flight crews during flight irregularities (IRROPS) to ensure passengers received the highest level of attention and customer service.

· Ensured all necessary checks were performed during flight handling, including pre-arrival and departure preparations for both below- and above-wing operations

· Communicated and coordinated with handling companies to accommodate any special requirements during flight operations.

· Worked closely with the cargo department to optimize aircraft capacity by utilizing available deadload volume.

· Verified handling charges for services such as catering, ground handling, and fueling to ensure accuracy.

· Assisted passengers in resolving travel-related issues, providing effective solutions and excellent customer service.

· Facilitated monthly meetings with handling companies to maintain compliance with company standards.

· Actively participated in monthly AOC and GTAA (Airport Authority) meetings.

· Oversaw passenger handling, ramp operations, and flight operations at San Francisco station in compliance with KLM standards.

· Conducted monthly coordination with headquarters to report station progress.

· Represented the station in monthly airport council meetings and discussions with other carriers on airport improvements.

· Coordinated with flight crews during irregular operations (IRROPS) to ensure passengers received exceptional care and service.

· Managed vendor contracts, including service agreements, pricing, credit terms, and invoice frequency.

· Communicated contract and vendor details to the accounting department to ensure accurate and timely payments.

· Determined the station’s budget, monitored financial results, and updated the accounting department on developments impacting monthly financial performance.

· Participated in regional station managers' meetings, providing updates on on-time departure (OTD) performance and target progress.

· Performed weight and balance calculations for various aircraft and produced Load Sheet in compliance with aircraft limitations and company standards.

· Supervised aircraft cleaning, loading, fueling, and boarding to ensure smooth operations.

· Briefed cockpit crews on all relevant flight details, including weather conditions, routing, and operational updates.

· Prepared and issued accurate, legally compliant load sheets to the captain.

· Sent post-departure messages to all relevant stations along the flight route.

· Oversaw complete flight handling to ensure operational efficiency and compliance.

· Managed accommodation, rebooking, and ticket reissuance for passengers affected by irregular operations (IRROPS).

· Compiled and distributed monthly statistical reports to relevant departments.

· Provided training and supported other stations with route startups and flight irregularities as needed.