Premium Guest Recovery Controller (UAE Nationals)

About the role

This role manages and delivers live, bespoke recovery solutions during irregular operations, upholding Etihad’s premium service standards. Acting as a 24/7 concierge‑style recovery agent, the Controller provides proactive, high‑touch support to Business, First and VIP guests, protecting retention through tailored re‑accommodation and direct outreach.

Key responsibilities

• Initiate outbound calls to disrupted premium guests, offering personalized care and bespoke recovery packages.
• Maintain continuous oversight of the global network, executing end‑to‑end recovery strategies for premium passengers.
• Deliver rapid, high‑touch 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.

Required profile

• Minimum 5 years in airline operations or customer service, with at least 3 years in Operations Control, Hub or Reservation environments.
• For internal applicants: at least 2 years in reservations or check‑in and a strong technical background in passenger service systems.
• UAE national eligibility as stated in the posting.