Guest Recovery Controller

About the role

Shape the Journey When It Matters Most. As a Guest Recovery Controller at Etihad, you will keep operations running smoothly during disruptions, ensuring guests reach their destinations with minimal impact while supporting network integrity. Working in a fast‑paced 24/7 environment, you will make real‑time decisions, coordinate with teams across the network, and deliver recovery solutions that balance guest experience with operational and commercial priorities.

Key responsibilities

• Manage passenger re‑accommodation during flight disruptions, minimizing guest impact while considering operational and cost implications.
• Assess the network impact of delays and support decisions that optimise connections and schedule recovery.
• Execute contingency plans and provide accurate reporting on disruptions, passenger recovery, and operational outcomes.
• Work closely with Alliances, Airport Operations, Network Operations, and Revenue Management to deliver the best recovery solutions.
• Monitor and manage overbooked flights, developing solutions to reduce denied boarding risks.
• Support airport teams with denied boarding recovery and disruption management across the network.
• Ensure accurate reporting of passenger transfers to other airlines and meet management reporting requirements.
• Identify opportunities to improve disruption management processes and contribute to operational best practices.

Required profile

• Availability to work 24/7 shift patterns, including nights, weekends, and public holidays.
• Experience using Reservations, Ticketing, or Departure Control Systems (DCS), including platforms such as Amadeus, Sabre, Altéa, or equivalent systems.
• Proven experience in airport operations, disruption management, guest recovery, or service recovery.
• Strong understanding of passenger handling, flight disruptions, re‑accommodation processes, and operational decision‑making.

Required skills

• Amadeus
• Sabre
• Altéa