Etihad Aviation Group

2 days ago

Premium Guest Recovery Controller

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Manage live, bespoke recovery solutions during irregular operations to protect Etihad’s premium guest experience. Act as a 24/7 concierge-style recovery agent, proactively contacting disrupted Business, First, and VIP guests with tailored re-accommodation and recovery packages. Oversee global disruption control, resolve complex ticketing issues, authorize welfare and contingency actions, escalate SLA breaches cross-functionally, and track incidents and displacement/downgrade analytics to drive continuous improvement.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Finance & Accounting

Seniority: Mid level

Key Responsibilities

•Initiate outbound calls to disrupted premium guests, providing personalized care, immediate solutions, and bespoke recovery packages.
•Maintain 24/7 oversight of the global network and execute end-to-end recovery strategies for premium passengers.
•Deliver rapid premium re-accommodation options that protect the guest experience while balancing commercial considerations and agreements.
•Provide live support for complex ticketing issues, including equipment swaps, involuntary reissues, downgrades, and denied boarding mitigation.
•Authorize and execute premium recovery packages, airport arrangements, and compensation; coordinate escalations and track incidents and analytics.

Key Requirements

•Minimum 5 years in airline operations or customer service, including at least 3 years in Operations Control, Hub, or Reservation environments.
•Minimum 2 years in reservations or check-in for internal applicants, supported by strong technical background in passenger service systems.
•Provide proactive support for disrupted premium passengers through personalized care and bespoke recovery packages.
•Manage premium re-accommodation options while balancing commercial and alliance-related considerations.
•Coordinate recovery actions with relevant teams and execute authorized contingency and compensation aligned with civil aviation regulations and Etihad’s recovery matrix.

Experience:5+ yearsAirline operationsCustomer service

Skills:Proactive problem-solvingCross-functional coordinationCustomer focusDecision-makingIncident management

Languages:English (UK)

Tech Stack:Passenger service systems

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: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

2 days ago

Premium Guest Recovery Controller

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Finance & Accounting

Seniority: Mid level

Key Responsibilities

•Initiate outbound calls to disrupted premium guests, providing personalized care, immediate solutions, and bespoke recovery packages.
•Maintain 24/7 oversight of the global network and execute end-to-end recovery strategies for premium passengers.
•Deliver rapid premium re-accommodation options that protect the guest experience while balancing commercial considerations and agreements.
•Provide live support for complex ticketing issues, including equipment swaps, involuntary reissues, downgrades, and denied boarding mitigation.
•Authorize and execute premium recovery packages, airport arrangements, and compensation; coordinate escalations and track incidents and analytics.

Key Requirements

•Minimum 5 years in airline operations or customer service, including at least 3 years in Operations Control, Hub, or Reservation environments.
•Minimum 2 years in reservations or check-in for internal applicants, supported by strong technical background in passenger service systems.
•Provide proactive support for disrupted premium passengers through personalized care and bespoke recovery packages.
•Manage premium re-accommodation options while balancing commercial and alliance-related considerations.
•Coordinate recovery actions with relevant teams and execute authorized contingency and compensation aligned with civil aviation regulations and Etihad’s recovery matrix.

Experience:5+ yearsAirline operationsCustomer service

Skills:Proactive problem-solvingCross-functional coordinationCustomer focusDecision-makingIncident management

Languages:English (UK)

Tech Stack:Passenger service systems

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor