UAE based
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Part of the dnata group
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4.6/5 Customer Experience
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Los Angeles

Frequently asked questions

How do I apply?

All applications need to be submitted by email to [email protected] and should include the following:-

  • • A completed application form
  • • Your up-to-date CV
  • • Your current contact details
  • • A covering letter

Please clearly state which role you are applying for.

Click here to see our latest vacancies >

How long will it take for you to get back to me?

It depends on the role. We aim to contact you within one week of the closing date to let you know if you have been selected for the next stage of the selection process or not.

What is the next stage of the selection process?

Again, this depends on the role. For telephone based roles (Travel Sales Consultants, Customer Contact Centre Consultants) we will contact you to arrange a 10-15 minute telephone interview. If you are successful following this stage you will then be invited to attend an interview or take part in an assessment centre.

For other roles the next stage is usually a face-to-face interview, usually with two staff members.

Senior roles may require a second interview.

How can I find out the salary for a role I am interested in?

It will usually be shown on the job description on the vacancies page. If not it will be discussed at interview.

Can I apply for more than one role?

Yes you can, but please specify which roles you are applying for in your covering letter.

What hours will I be working if I am successful?

Roles in the sales centre and administration areas are based on 40 hours a week, 5 days over 7, between 8am and 10pm. We are open every day so we need people who can support the business 7 days a week.

Other roles are 37.5 or 40 hours per week Monday to Friday. Some roles may include Saturdays on a rota basis.

Details of the hours can be found on the Vacancies page.

How will I know if I have not been selected for an interview or assessment?

You will receive an email advising you.

How can I prepare for my interview/assessment?

We use competency based interviews for all roles. In this type of interview we are looking for real examples of your experience and situations you have dealt with in the past. So you may wish to look at the experience and competencies required for the role, and think of situations you have found yourself in previously that would demonstrate these competencies.

If you are invited to an assessment centre, we will send you details of what skills/behaviours will be assessed and how they will be assessed.

Assessment centres usually also include an interview on the same day or at a later date.

What if I haven’t heard from you?

Please email us at [email protected]

Do you offer training?

Yes. All Travel Sales Consultants go through a 3-week induction programme in a classroom environment, before joining the ‘skills zone’ in the sales centre. You’ll spend 3-6 weeks in this area, more if necessary, as everyone learns at a different rate. In this area of the sales centre, you will work with dedicated coaches who will help you put into practice what you have learnt in the training environment, as well as talking to our customers. Once your progress is at the required level, you will join your team, reporting into a Sales Team Manager.

For roles within our Operations Team, there is also an induction course in a classroom environment for a week, before joining the department for more ‘on-the-job’ training.

In more senior roles, inductions will be arranged by your Line Manager. This may include some system training, meeting with other members of your team and other departments and managers.

Do you offer part-time roles?

All job adverts advertise the hours we are recruiting for, and if a role is open to part-time hours, the advert will reflect this.

Do you have a pension scheme?

All employees who qualify will be automatically enrolled into our workplace pension scheme. In addition, we have a defined contribution pension scheme which all permanent staff can join after successful completion of probationary period.

Do you offer discounted travel?

Yes, we have a dedicated staff travel team you can book your personal travel at discounted rates.

Can I apply through a recruitment agency?

We would prefer that you apply to us directly.

I don’t have a work permit or visa for the UK, can I still apply?

I’m sorry but we can only accept applications from candidates who already have the legal right work in the UK. Proof of this will be requested at the interview stage of the selection process.

When will I get paid?

Salaries are paid into bank accounts on the 15th of each month, or the Friday before if the 15th falls on a weekend.

Can I earn commission?

Yes if you are employed as a Travel Sales Consultant, Sales Team Leader or Sales Manager.

I have previously applied for a role, but was unsuccessful, can I re-apply?

You may re-apply after 12 months.

What is the holiday entitlement?

20 days per year + bank holidays. Some departments are open 7 days a week, so if you work a bank holiday, the day is added to your entitlement. After 5 years' service your holiday entitlement increases to 25 days.

For role of Team Manager and above the entitlement is 25 days per year from your start date.

What pre-employment checks do you make and do you take up references?

We check that you can legally work in the UK and also take up two employment-related references covering the last 2 or 5 years dependent on the role.

For all roles a minimum of 2 references are required, if you only have 1 reference or you have any gaps in your employment from the last 2 or 5 years (which ever is required) you will be asked for a professional character reference.

Will you give feedback on my interview/assessment?

Yes, you can request this from the HR department or the recruiting manager.

Do you recruit for overseas staff?

I’m sorry we don’t.

Do you recruit for retail travel agents?

I’m sorry we don’t.

Do you recruit cabin crew and pilots?

I’m sorry we don’t.

What opportunities are there for career progression?

Most new roles are advertised internally and externally. If you have the skills and experience required for the role, you are welcome to apply.

I’ve worked for or Gold Medal previously, can I apply to re-join?

Yes, you may re-apply and you will go through the same selection process as all other candidates.

Do you accept speculative applications/CVs?

I’m sorry but we don’t accept speculative applications. Please keep visiting our vacancies page for new roles that become available.

What should I bring to the interview/assessment?

Please also bring the following documents to the interview or assessment, as proof or identity and UK employment status to comply with the Asylum and Immigration Act 1995:-

  • Passport – with relevant work permits/visas (if applicable) to show your eligibility to work in the UK.
  • National Insurance Number – NI Card, recent payslip or P45
  • Proof of Address – recent utility bill or bank statement etc

We’ll send you a form to complete with your referee details, which you also need to bring to your interview/assessment.

Do staff wear a uniform? What is the dress code?

We don’t have a uniform. The dress code is business wear Monday to Thursday and less formal Friday to Sunday.

Do you off offer work placements or work experience?

No, I'm sorry we don’t.

Is there a probation period?

Yes, this varies dependent on the role. It is normally 6 months and will be shown on your contract. Probation periods can be extended.

How is my performance measured?

Everyone has a yearly appraisal with their Line Manager as well as regular one-to one meetings. In the Sales Centre, everyone has triggers and call conversions to meet on a monthly basis. These triggers vary every month and are communicated at the start of each month. You will review your performance regularly with your Line Manager, who will agree goals with you to achieve. Everyone else works to objectives that you agree with your line manager and are reviewed on a regular basis. The scores from your yearly appraisal may affect any pay reviews.

I’ve never worked in a call centre, what’s call centre life like?

Probably quite different from anything you’ve done before! Our call centre, or sales centre as we call it, seats about 200 people and is managed by our Head of Sales Centre, who is supported by two Sales Managers. As a Travel Sales Consultant you will report into a Team Manager, who looks after 10-15 Consultants. Life is ruled by call volumes, so you will receive a rota 4 weeks in advance, and you will also be advised of your breaks. The sales centre is open 7 days a week, with Saturdays being our busiest day of the week. So you can expect to work 3 out of 4 weekends and every weekend in our peak trading period.

I’ve never worked in the travel industry, can I still apply?

Of course! As well as travel-related roles, we also have roles in Finance, IT, Pricing and Commercial to name but a few. In the sales centre, many of our people come from Sales and Customer Service backgrounds and others are just well-travelled.

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