Back to newsBack to news  |  3rd December 2025

At Skytrail, our people are at the heart of everything we do. This month, we’re shining a spotlight on Sharon, one of our dedicated Customer Support Executives, whose passion for travel and commitment to exceptional service make her an invaluable part of the team.

Sharon’s love for travel began at an early age. At just 16, she started her career in a travel agency, a natural step for someone who had grown up in the world of aviation. Her father worked at Gatwick Airport and often took her along to watch aircraft and experience the buzz of the terminal. “Those visits sparked my interest in the industry,” Sharon recalls. After building a wealth of experience across various travel companies, the opportunity to join Skytrail came at exactly the right time. “I’d heard they were a fantastic team to work with, and that’s absolutely true.”

The value of customer support at Skytrail

Sharon’s role is all about ensuring smooth communication between clients and airlines. “We maintain close, professional relationships with our clients and suppliers,” she explains. From uploading passenger names to resolving issues, updating in-house records, assisting finance with discrepancies, and supporting sales with queries, every detail matters and it’s this care and attention to detail that makes customer support at Skytrail the valuable business department that it is.

Sharon adds “No two days are the same. Although we have daily tasks, each day brings something new. That variety keeps things interesting,” Sharon’s proactive approach ensures that customers receive timely, accurate support, even when challenges arise.

For Sharon, the most fulfilling part of the job is simple: “Knowing you’ve done your job to the best of your ability and made the process as easy as possible for the customer.” She strives to go above and beyond in every situation, offering guidance even when immediate solutions aren’t available.

Skytrail’s culture is something Sharon values deeply. “We all work so well together and help each other whenever needed,” she says. Her advice for delivering great service? “Keep calm and prioritise. Be polite, patient, and proactive.”

Skytrail’s OPTO for seamless customer service

Technology plays a vital role in how Skytrail delivers exceptional customer service. Skytrail’s propriety booking system OPTO, streamlines series seat and aircraft charter reservations by integrating tour and cruise operator systems with airline platforms. Designed for fast, efficient booking and multiple integration options, OPTO reduces manual processes and ensures flexibility, helping Skytrail provide tailored solutions and a seamless experience for customers.

“OPTO makes it easier for us to respond quickly and keep customers informed. It’s a real support in my role.” Sharon explains.

This advanced operations platform is a game-changer for customer support, enabling instant updates to flight schedules and real-time notifications for clients. The result? Fewer delays in communication and a smoother journey for end customers.

Looking ahead, Sharon believes technology will play an even greater role in enhancing service. The priority is making every interaction effortless for customers through automated alerts, streamlined booking processes, and smarter data management. “The technology frees the team to focus on what matters most – building strong relationships and delivering peace of mind.”

And finally, Sharon’s advice for anyone considering a career in travel or client support: “Go for it! I love my job – cheesy, I know, but I really do.”

Meet the Skytrail team

Want to learn more about the people behind Skytrail? Explore our Behind the Scenes blog series for an inside look at some of the team that help keep everything running smoothly: