Guest Recovery Controller

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Finance & AccountingExperience: 5+ yearsEducation: high_schoolSkills: ["Real-time decision-making","Coordination","Reporting","Problem-solving","Operational decision-making"]

Manage passenger re-accommodation during flight disruptions in a fast-paced 24/7 airline operations environment. Assess network impact of delays to optimize connections and execute contingency plans with accurate disruption and recovery reporting. Coordinate with Alliances, Airport Operations, Network Operations, and Revenue Management to deliver recovery solutions that balance guest experience, operational needs, and commercial priorities, including monitoring overbooked flights and denied-boarding recovery.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Etihad Aviation Group
Etihad Aviation Group
20 hours ago

Guest Recovery Controller

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Manage passenger re-accommodation during flight disruptions in a fast-paced 24/7 airline operations environment. Assess network impact of delays to optimize connections and execute contingency plans with accurate disruption and recovery reporting. Coordinate with Alliances, Airport Operations, Network Operations, and Revenue Management to deliver recovery solutions that balance guest experience, operational needs, and commercial priorities, including monitoring overbooked flights and denied-boarding recovery.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Finance & Accounting
Seniority: Mid level

Key Responsibilities

  • •Manage passenger re-accommodation during flight disruptions, minimizing guest impact while considering operational and cost implications.
  • •Assess 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.
  • •Coordinate with Alliances, Airport Operations, Network Operations, and Revenue Management to deliver recovery solutions.
  • •Monitor and manage overbooked flights and support airport teams with denied boarding recovery and disruption management across the network.

Key Requirements

  • •Availability to work 24/7 shift patterns, including nights, weekends, and public holidays.
  • •5+ years of operational experience, with at least 3 years within an airline operations, airport operations, or hub environment.
  • •Experience using Reservations, Ticketing, or Departure Control Systems (DCS) such as Amadeus, Sabre, Altéa or equivalent systems.
  • •Proven experience in airport operations, disruption management, guest recovery, or service recovery.
  • •Strong understanding of passenger handling, flight disruptions, re-accommodation processes, and operational decision-making.
Experience:5+ yearsAirlinesAirport operationsAirline operationsHub environmentDisruption managementGuest recoveryService recovery
Education:High School
Skills:Real-time decision-makingCoordinationReportingProblem-solvingOperational decision-making
Languages:English (UK)
Tech Stack:ReservationsTicketingDeparture Control Systems (DCS)AmadeusSabreAltéa

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
Glassdoor
Glassdoor: 3.6
WebsiteLinkedInGlassdoor