Premium Guest Recovery Controller (UAE Nationals Only)

About the role

The Premium Guest Recovery Controller acts as a 24/7 concierge‑style recovery agent for Business, First and VIP passengers. The role ensures Etihad’s premium service standards are maintained during irregular operations by delivering live, bespoke recovery solutions and protecting guest loyalty.

Key responsibilities

• Initiate outbound calls to disrupted premium guests, offering personalized recovery packages.
• Maintain continuous oversight of global disruptions and execute end‑to‑end recovery strategies for premium passengers.
• Provide rapid, high‑touch re‑accommodation while balancing commercial considerations and alliance agreements.
• Support 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 service failures, manage in‑flight incidents and generate metrics for continuous improvement.

Required profile

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

Required skills

What we offer

• Opportunity to work for the UAE’s national airline and contribute to its Journey 2030 vision.
• Full‑time, permanent position based in Abu Dhabi.