Guest Recovery Controller

Etihad; Abu Dhabi; On-site; AED 140,000 - 220,000; Full time

Job summary

Etihad is seeking a Guest Recovery Controller to lead passenger re-accommodation during flight disruptions, balancing guest experience with operational efficiency. You will coordinate with various teams to optimize connections, assess delays, and deliver recovery solutions in a fast-paced environment.

The role requires 24/7 availability, experience with Reservations/Ticketing/DCS, and a strong understanding of disruption management and passenger handling.

Qualifications

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

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.

Skills

Airport operations

Disruption management

Guest recovery

Passenger handling

Flight disruptions

Re-accommodation

Operational decision-making

Education

High School Diploma

Bachelor's degree preferred

Tools

Amadeus

Sabre

Altéa

Job description

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.
• 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.

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