Premium Guest Recovery Controller

About the role

The Premium Guest Recovery Controller ensures Etihad’s premium service standards are maintained during irregular operations. Acting as a 24/7 concierge‑style recovery agent, the role provides proactive, high‑touch support to Business, First and VIP guests, safeguarding retention and loyalty.

Key responsibilities

• Initiate outbound calls to disrupted premium guests and offer personalized recovery packages.
• Maintain continuous oversight of the global network and execute end‑to‑end recovery strategies for premium passengers.
• Deliver rapid re‑accommodation options while balancing commercial considerations, alliances and code‑share agreements.
• Provide live support for complex ticketing issues, equipment swaps, involuntary reissues, downgrades and denied‑boarding mitigation.
• Authorize and execute premium recovery packages, airport arrangements and compensation in line with civil aviation regulations.
• Coordinate with in‑flight crews, Maintenance Control, medical teams and station managers, escalating SLA breaches as needed.
• Log operational failures, manage in‑flight incidents and generate metrics to drive continuous improvement.

Required profile

• Minimum 5 years in airline operations or customer service.
• At least 3 years in Operations Control, Hub or Reservation environments.
• Internal applicants: minimum 2 years in reservations or check‑in with a strong technical background in passenger service systems.

Required skills

• Experience with passenger service systems.