Premium Guest Recovery Controller- UAE Nationals Only

Etihad Airways; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking an experienced professional to manage premium guest disruption recovery. You will initiate direct outbound calls, offer bespoke care, and coordinate rapid re-accommodation options for affected travelers.

Reporting to Operations Control, you will oversee global network recovery strategies, work with in-flight crews and airport teams, and ensure high-touch support for complex ticketing issues.

Qualifications

• Minimum 5 years in airline operations or customer service.
• At least 3 years in Operations Control, Hub, or Reservation environments.
• UAE Nationals Only.

Responsibilities

• Initiate direct outbound calls to disrupted premium guests, offering personalized care and bespoke recovery packages
• Maintain continuous oversight of the global network to execute end-to-end recovery strategies
• Deliver rapid, high-touch re-accommodation options for premium passengers
• Provide live support for complex ticketing issues, equipment swaps, and involuntary reissues
• Authorize and execute premium recovery packages and airport arrangements
• Coordinate with in-flight crews, Maintenance Control, and Medical Teams to safeguard premium connections
• Log operational service failures and generate premium displacement/downgrade metrics

Skills

Outbound calls

Premium guest care

Customer service

Operations coordination

Job description

Responsibilities

• Initiate direct outbound calls to disrupted premium guests, offering personalized care and bespoke recovery packages
• Maintain continuous oversight of the global network to execute end-to-end recovery strategies
• Deliver rapid, high-touch re-accommodation options for premium passengers
• Provide live support for complex ticketing issues, equipment swaps, and involuntary reissues
• Authorize and execute premium recovery packages and airport arrangements
• Coordinate with in-flight crews, Maintenance Control, and Medical Teams to safeguard premium connections
• Log operational service failures and generate premium displacement/downgrade metrics

Requirements

• Minimum 5 years in airline operations or customer service
• At least 3 years in Operations Control, Hub, or Reservation environments
• UAE Nationals Only

About the Company

Etihad Airways is the UAE's national airline, connecting people across continents and cultures from its hub in Abu Dhabi, driving its "Journey 2030" ambition to expand its network and grow its people.