Premium Guest Recovery Controller

Job Description

To manage and deliver live, bespoke, irregular operations recovery and premium concierge-style re-accommodation tailored specifically for premium guests across the network. This role ensures that team performance aligns with Etihad’s premium service standards, maximizing high-value customer retention through bespoke solutions, and direct outbound outreach. Operating as a dedicated concierge-style recovery agent, this role provides 24/7 pro-active premium support. The Controller is authorized to make live, real-time operational and financial recovery decisions, minimizing schedule impact while ensuring premium guest retention.

Accountabilities

• Concierge Recovery: Proactively initiate direct outbound calls to disrupted Business, First, and high-value VIP guests to personalizing support, address immediate concerns, and offer premium bespoke care solutions.

• 24/7 Live Disruption Control: Provide continuous network oversight to analyze and execute end-to-end service recovery and mass disruption solutions specifically tailored for premium passengers.

• Premium Re-accommodation: Deliver high-touch, rapid passenger re-accommodation options that protect the premium guest experience while remaining commercially mindful of network alliances, codeshares, and other airline (OAL) agreements

• Ad Hoc Ticketing Solutions: Provide live assistance to network hubs and stations for complex ticketing issues, equipment swaps, involuntary reissues, sudden downgrades, and denied boarding mitigation.

• Guest Welfare & Contingency: Authorize and execute live premium guest recovery packages, airport facility arrangements, and compensation allocations aligned with civil aviation regulations and the internal service recovery matrix.

• Cross-Functional Escalation: Coordinate with aircraft in-flight, Maintenance Control, Medical Teams, and station managers to track premium passenger connections, escalating service agreement (SLA) breaches to senior leadership.

• Incident Tracking & Analytics: Log live operational service failures, manage special in-flight incidents, and generate metrics (premium displacement and downgrade tracking) to identify continuous process improvements.

• Experience: Min. 5 years in airline operations or customer service, with 3 years focused inside an Operations Control, Hub, or Reservation setting.

• Internal Applicants: Min. 2 years in reservations or check-in with strong technical background in passenger service systems.

• Education & Technical Skills: High School Certification required (University Degree preferred). Must possess comprehensive working knowledge of global reservation systems, DCS, and international passenger rights frameworks.

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

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