Guest Disruption Recovery Specialist

Etihad food group

Abu Dhabi

On-site

AED 180,000 - 240,000

Full time

12 days ago

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Job summary

Etihad Airways is seeking a Guest Recovery Controller to manage passenger re-accommodation and disruption recovery at our Abu Dhabi hub. You will work in a fast-paced 24/7 environment, making real-time decisions and coordinating with Alliances, Airport Operations, Network Operations and Revenue Management to balance guest experience with operational priorities.

We require availability for nights, weekends and public holidays, with experience in Reservations or Check-in systems and strong

Qualifications

Minimum high school certificate; bachelor's degree preferred.
5+ years of operational experience in airline operations, airport ops or hub environment.
Experience with Reservations or Check-in systems and related platforms.

Responsibilities

Manage passenger re-accommodation during flight disruptions, minimizing guest impact.
Assess network impact of delays and support decisions to optimize connections and recovery.
Execute contingency plans and provide reporting on disruptions and recovery outcomes.
Collaborate with Alliances, Airport Operations, Network Operations and Revenue Management.
Monitor and manage overbooked flights and reduce denied boarding risk.
Support airport teams with denied boarding recovery and disruption management.
Ensure accurate reporting of passenger transfers to other airlines and management reporting.
Identify opportunities to improve disruption management processes and best practices.