EMD
EMD (Electronic Miscellaneous Document) is a standard way for travel agencies to handle additional travel services and fees beyond basic airline tickets. Think of it like a digital receipt or voucher that travel agents use to charge for extras such as baggage fees, seat upgrades, or travel insurance. It's part of the modern ticketing system that airlines and travel agencies use worldwide. When you see EMD mentioned in a job description, it usually means the role involves working with airline booking systems and handling these types of additional service documents.
Examples in Resumes
Processed over 500 EMD transactions monthly for additional airline services
Trained new staff on EMD issuance procedures using Amadeus system
Managed customer service requests related to EMD and Electronic Miscellaneous Document refunds
Typical job title: "Travel Agents"
Also try searching for:
Where to Find Travel Agents
Professional Associations
Online Communities
Job Boards
Example Interview Questions
Senior Level Questions
Q: How would you handle a complex EMD refund situation involving multiple carriers?
Expected Answer: A senior agent should explain the process of coordinating with different airlines, understanding various refund policies, and managing customer expectations while following IATA regulations.
Q: Describe your experience training others on EMD procedures.
Expected Answer: Should demonstrate leadership experience in creating training materials, conducting sessions, and ensuring team compliance with EMD policies and procedures.
Mid Level Questions
Q: What are the different types of EMDs and when would you use each?
Expected Answer: Should explain the difference between EMD-A (associated) and EMD-S (standalone) and provide examples of when each would be used, such as baggage fees or lounge access.
Q: How do you handle EMD-related customer disputes?
Expected Answer: Should describe the process of investigating issues, documenting cases, working with airlines, and resolving customer complaints professionally.
Junior Level Questions
Q: What is an EMD and why is it important?
Expected Answer: Should be able to explain that EMD is an electronic document for additional services and describe its basic use in airline ticketing.
Q: What information is typically included in an EMD?
Expected Answer: Should list basic components like passenger name, service type, validity dates, and payment information.
Experience Level Indicators
Junior (0-1 years)
- Basic EMD issuance
- Understanding of airline fees and charges
- Basic GDS knowledge
- Customer service skills
Mid (2-4 years)
- Complex EMD transactions
- Refund processing
- Problem resolution
- Multiple GDS proficiency
Senior (5+ years)
- Team training and supervision
- Policy development
- Multi-airline coordination
- Advanced troubleshooting
Red Flags to Watch For
- No knowledge of basic airline ticketing processes
- Unfamiliarity with major GDS systems (Amadeus, Sabre, etc.)
- Poor understanding of airline service fees and charges
- Lack of customer service experience
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