Senior Travel Research Editor

Sofia Reyes

16 years in travel and aviation · At Air Support Desk since 2019 · Madrid, Spain

Leads research across change, rebooking and disruption guides, and signs off on any guide that tells a traveler what an airline is likely to do.

Biography

Background

Sofia spent nine years in airline customer operations before moving into travel publishing, most of it on the side of the desk where a rebooking either works or does not. That background shapes how she edits: a guide is only finished when a reader can act on it while standing in a queue.

She now leads the research process at Air Support Desk, owning the reference set behind the change and disruption desks and reviewing every guide that describes how a carrier is likely to behave in a specific situation.

She is careful about the difference between a written rule and a common practice, and insists that guides label which one they are describing.

Areas of expertise

Fare rules and conditions of carriage
Involuntary rebooking and irregular operations
Change fees and fare difference pricing
Airline service recovery practice

Topics covered

Same-day flight changes
Change fee versus fare difference
Delay and cancellation rights
Rebooking after a missed connection

Role

Editorial responsibilities

Responsibilities

Approves or blocks publication for the Travel Change and Flight Delays desks
Maintains the primary source library used by researchers
Runs the quarterly review cycle for time-sensitive guides
Handles reader corrections that involve carrier policy

Editorial principles

A claim without a traceable source does not get published.
Where carriers genuinely differ, say so instead of averaging them into a single answer.
Never describe a goodwill gesture as an entitlement.

Research methods

Reads the carrier's published conditions of carriage before any secondary source
Checks at least three operators before describing anything as standard practice
Re-tests booking-flow behaviour on live airline tools where the guide describes an online step

Experience

Professional experience

2019 to present
Senior Travel Research Editor, Air Support Desk
Leads research standards and publication sign-off for change and disruption content.
2014 to 2019
Content Lead, European travel publisher
Built a passenger-rights explainer library covering EU261 and national schemes.
2010 to 2014
Customer Operations Supervisor, network carrier
Handled irregular operations recovery and denied-boarding cases at a major hub.

Recent work