Job description
Role Overview
Guest Recovery Controller at Etihad Airways. The role is based at the airline's hub in Abu Dhabi and operates within a global aviation network.
Company Overview
Etihad Airways is the UAE's national airline, connecting people across continents and cultures from its hub in Abu Dhabi. The airline is executing a "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.
Role Purpose
As a Guest Recovery Controller, you will manage passenger recovery and network disruption resolution in a 24/7 operational environment. You will make real-time decisions, coordinate across teams, and deliver recovery solutions that balance guest experience with operational and commercial priorities, ensuring guests reach their destinations with minimal impact while supporting network integrity.
Key Responsibilities
Passenger Re-accommodation & Guest Recovery
- Manage passenger re-accommodation during flight disruptions, minimizing guest impact while considering operational and cost implications.
- Support airport teams with denied boarding recovery and disruption management across the network.
- Monitor and manage overbooked flights, developing solutions to reduce denied boarding risks.
Network & Operations Assessment
- Assess the network impact of delays and support decisions that optimize connections and schedule recovery.
- Execute contingency plans and provide accurate reporting on disruptions, passenger recovery, and operational outcomes.
Cross-functional Coordination
- Work closely with Alliances, Airport Operations, Network Operations, and Revenue Management to deliver the best recovery solutions.
Reporting & Process Improvement
- Ensure accurate reporting of passenger transfers to other airlines and management reporting requirements.
- Identify opportunities to improve disruption management processes and contribute to operational best practices.
Qualifications & Experience
- Minimum High School Certificate.
- Bachelor's degree or equivalent qualification preferred.
- 5+ years of operational experience, with at least 3 years within an airline operations, airport operations, or hub environment.
- Proven experience in airport operations, disruption management, guest recovery, or service recovery.
For Internal Applicants
- Minimum of 2 years' experience in a Reservations or Check-in role.
- Strong working knowledge of Reservations and Check-in systems.
Skills & Competencies
- Experience using Reservations, Ticketing, or Departure Control Systems (DCS), including platforms such as Amadeus, Sabre, AltΓ©a, or equivalent systems.
- Strong understanding of passenger handling, flight disruptions, re-accommodation processes, and operational decision-making.
- Ability to thrive under pressure and solve complex challenges.
- Capability to deliver exceptional guest outcomes.
Additional Information
- Availability to work 24/7 shift patterns, including nights, weekends, and public holidays.