Premium Guest Recovery Controller- UAE Nationals Only

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Finance & AccountingExperience: 5+ yearsSkills: ["Proactive customer support","Real-time decision-making","Incident management","Cross-functional coordination","Service quality focus"]

Own live, bespoke recovery for premium guests during irregular operations, acting as a 24/7 concierge to minimize disruption and protect service standards. Proactively contact disrupted Business, First, and VIP guests with tailored re-accommodation and compensation. Oversee global network recovery and mass disruption solutions, manage complex ticketing issues, and coordinate escalations across crews, Maintenance Control, medical teams, and stations while tracking incidents and analytics.

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Etihad Aviation Group
Etihad Aviation Group
4 days ago

Premium Guest Recovery Controller- UAE Nationals Only

âś“ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own live, bespoke recovery for premium guests during irregular operations, acting as a 24/7 concierge to minimize disruption and protect service standards. Proactively contact disrupted Business, First, and VIP guests with tailored re-accommodation and compensation. Oversee global network recovery and mass disruption solutions, manage complex ticketing issues, and coordinate escalations across crews, Maintenance Control, medical teams, and stations while tracking incidents and analytics.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Finance & Accounting
Seniority: Mid level

Key Responsibilities

  • •Initiate concierge recovery by making direct outbound calls to disrupted premium guests with personalized care and bespoke recovery packages.
  • •Maintain 24/7 live disruption control, overseeing global network recovery strategies and executing end-to-end mass disruption solutions.
  • •Deliver premium re-accommodation options quickly while balancing commercial considerations, alliances, codeshares, and OAL agreements.
  • •Provide live support for complex ticketing and disruption scenarios, including equipment swaps, involuntary reissues, downgrades, and denied boarding mitigation.
  • •Coordinate escalations across in-flight crews, Maintenance Control, medical teams, and station managers, while logging incidents and generating displacement/downgrade metrics.

Key Requirements

  • •5+ years in airline operations or customer service, including at least 3 years in Operations Control, Hub, or Reservation environments.
  • •Experience in reservations or check-in (for internal applicants), with a strong technical background in passenger service systems.
  • •Ability to make real-time operational and financial recovery decisions aligned to Etihad’s recovery matrix.
  • •Ability to provide live support for complex ticketing issues including reissues, downgrades, involuntary changes, and denied boarding mitigation.
  • •Ability to authorize and execute premium recovery packages, airport arrangements, and compensation in line with civil aviation regulations.
Experience:5+ yearsAirline operationsCustomer serviceReservationsCheck-in
Skills:Proactive customer supportReal-time decision-makingIncident managementCross-functional coordinationService quality focus
Languages:English (UK)

Eligibility

Nationality:UAE National

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
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