Premium Guest Recovery Controller- UAE Nationals Only

Role Overview

Premium Guest Recovery Controller at Etihad Airways, Abu Dhabi. UAE Nationals only.

Company Overview

Etihad Airways is the UAE's national airline, connecting people across continents and cultures from its hub in Abu Dhabi. The organization is executing "Journey 2030," an ambition to double its fleet, expand its network, and grow its people for a new era of excellence.

Role Purpose

Manage and deliver live, bespoke recovery solutions during irregular operations while maintaining Etihad's premium service standards. Act as a 24/7 concierge-style recovery agent providing proactive, high-touch support to Business, First, and VIP guests, safeguarding retention and loyalty through tailored re-accommodation and direct outreach. Authorized to make real-time operational and financial recovery decisions to minimize disruption and protect the premium guest experience.

Key Responsibilities

Concierge Recovery

• Initiate direct outbound calls to disrupted premium guests, offering personalized care, immediate solutions, and bespoke recovery packages.

Live Disruption Control

• Maintain continuous 24/7 oversight of the global network, executing end-to-end recovery strategies and mass disruption solutions tailored for premium passengers.

Premium Re-accommodation

• Deliver rapid, high-touch re-accommodation options that protect guest experience while balancing commercial considerations, alliances, codeshares, and OAL agreements.

Ticketing & Special Support

• Provide live support for complex ticketing issues, equipment swaps, involuntary reissues, downgrades, and denied boarding mitigation.

Guest Welfare & Contingency

• Authorize and execute premium recovery packages, airport arrangements, and compensation aligned with civil aviation regulations and Etihad's recovery matrix.

Cross-Functional Coordination

• Coordinate with in-flight crews, Maintenance Control, Medical Teams, and station managers to safeguard premium connections.
• Escalate Service Level Agreement breaches to leadership.

Incident Tracking & Analytics

• Log operational service failures and manage in-flight incidents.
• Generate premium displacement and downgrade metrics to drive continuous improvement.

Qualifications & Experience

• Minimum 5 years in airline operations or customer service, with at least 3 years in Operations Control, Hub, or Reservation environments.
• Internal applicants: minimum 2 years in reservations or check-in, supported by a strong technical background in passenger service systems.

Additional Information

• UAE Nationals only.