Premium Guest Recovery Controller

Role Overview

This position involves managing live, tailored recovery operations and concierge-style re-accommodation services specifically designed for premium guests throughout the network. The role ensures that team outputs meet Etihad Airways' standards for premium service, focusing on maximizing the retention of high-value customers through personalized solutions and proactive outreach. Operating as a dedicated recovery expert, the role demands providing continuous premium support around the clock. The controller is granted authority to make immediate operational and financial decisions that minimize schedule disruptions while maintaining premium guest retention.

Key Responsibilities

• Initiate proactive outbound calls to affected Business, First, and VIP passengers offering personalized support and bespoke solutions.
• Maintain 24/7 network monitoring to assess and implement comprehensive service recovery and large-scale disruption management for premium travelers.
• Provide swift and premium-focused re-accommodation options, balancing customer experience with commercial considerations including airline alliances and code-shares.
• Assist hubs and stations live with complex ticketing challenges such as equipment swaps, involuntary changes, downgrades, and denied boarding cases.
• Authorize and coordinate premium guest recovery packages, airport amenities, and compensation aligned with civil aviation rules and internal service matrices.
• Collaborate cross-functionally with in-flight staff, maintenance, medical teams, and station managers to manage passenger connections and escalate breaches to senior management.
• Document operational failures and in-flight incidents while generating analysis on premium displacement and downgrades to enhance processes continuously.

Qualifications

• Minimum five years of experience in airline operations or customer service, including three years in operations control, hub management, or reservations.
• Internal candidates must have at least two years in reservations or check-in roles, with solid technical knowledge of passenger service systems.
• At least a high school diploma is required; a university degree is preferred.
• Strong proficiency in global reservation systems, departure control systems (DCS), and international passenger rights regulations is mandatory.

Additional Information

Etihad Airways strives to be a leading global airline, connecting diverse cultures and regions through its Abu Dhabi hub. The airline is committed to its "Journey 2030" vision, aiming for fleet expansion, network growth, and workforce development to achieve outstanding performance in aviation.

Recruitment Warning: Candidates should be cautious of scams claiming to represent the Etihad group. Etihad never requests personal or financial details or payment during recruitment. Interviews are conducted in person or via video/telephone before any official offer. Any monetary demand should be treated as fraudulent.