Guest Recovery Controller

Etihad food group; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

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.

Skills

Reservation systems experience

Guest recovery

Operational decision-making

Shift work 24/7

Education

High School Diploma

Bachelor's degree preferred

5+ years operational experience in airline

Tools

Amadeus

Sabre

Altéa

Job description

Job Description

Shape the Journey When It Matters Most

At Etihad, every journey matters. As a Guest Recovery Controller, you'll play a vital role in keeping our operation running smoothly during disruptions, ensuring guests reach their destinations with minimal impact while supporting the integrity of our network.

Working in a fast-paced 24/7 environment, you'll make real-time decisions, coordinate with teams across the network, and deliver effective recovery solutions that balance guest experience with operational and commercial priorities.

Key Responsibilities

• Manage passenger re-accommodation during flight disruptions, minimizing guest impact while considering operational and cost implications.
• Assess the 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.
• Work closely with Alliances, Airport Operations, Network Operations, and Revenue Management to deliver the best recovery solutions.
• Monitor and manage overbooked flights, developing solutions to reduce denied boarding risks.
• Support airport teams with denied boarding recovery and disruption management across the network.
• Ensure accurate reporting of passenger transfers to other airlines and management reporting requirements.
• Identify opportunities to improve disruption management processes and contribute to operational best practices.

What We're Looking For?

• Availability to work 24/7 shift patterns, including nights, weekends, and public holidays.
• Experience using Reservations, Ticketing, or Departure Control Systems (DCS), including platforms 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.

Why Join Us?

This is an exciting opportunity to work at the heart of a global airline operation, where your decisions have a direct impact on our guests, our people, and our performance. If you thrive under pressure, enjoy solving complex challenges, and are passionate about delivering exceptional guest outcomes, we'd love to hear from you.

Qualifications

Education & Experience:

• Minimum High School Certificate.
• Bachelor's degree or equivalent qualification preferred.
• 5+ years of operational experience, with at least 3 years within an airline operations, airport operations, or hub environment.

For Internal Applicants:

• Minimum of 2 years' experience in a Reservations or Check-in role.
• Strong working knowledge of Reservations and Check-in systems.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

Division: Operations & Guest Experience