Premium Guest Recovery Controller at Etihad Airways Australia

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

19 Oct, 26

Salary

0.0

Posted On

21 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Recovery, Crisis Management, Passenger Service Systems, Re-accommodation, Ticketing Solutions, Operational Decision Making, Customer Service, Incident Tracking, Stakeholder Coordination, Aviation Regulations, Disruption Management, VIP Guest Relations

Industry

Airlines and Aviation

Description

Job Description This role is responsible for managing and delivering live, bespoke recovery solutions during irregular operations, ensuring Etihad’s premium service standards are upheld. Acting as a 24/7 concierge-style recovery agent, the Controller provides proactive, high-touch support to Business, First, and VIP guests, safeguarding retention and loyalty through tailored re-accommodation and direct outreach. Authorized to make real-time operational and financial recovery decisions, the Controller minimizes disruption while protecting the premium guest experience. Key Accountabilities Concierge Recovery Initiate direct outbound calls to disrupted premium guests, offering personalized care, immediate solutions, and bespoke recovery packages. 24/7 Live Disruption Control Maintain continuous oversight of the global network, executing end-to-end recovery strategies and mass disruption solutions tailored for premium passengers. Premium Re-accommodation Deliver rapid, high-touch re-accommodation options that protect guest experience while balancing commercial considerations, alliances, codeshares, and OAL agreements. Ad Hoc Ticketing Solutions Provide live support for complex ticketing issues, equipment swaps, involuntary reissues, downgrades, and denied boarding mitigation. Guest Welfare & Contingency Authorize and execute premium recovery packages, airport arrangements, and compensation aligned with civil aviation regulations and Etihad’s recovery matrix. Cross-Functional Escalation Coordinate with in-flight crews, Maintenance Control, Medical Teams, and station managers to safeguard premium connections, escalating SLA breaches to leadership. Incident Tracking & Analytics Log operational service failures, manage in-flight incidents, and generate premium displacement/downgrade metrics to drive continuous improvement. Qualifications Experience Minimum 5 years in airline operations or customer service, with at least 3 years in Operations Control, Hub, or Reservation environments. Internal Applicants Minimum 2 years in reservations or check-in, supported by a strong technical background in passenger service systems. Education & Technical Skills Additional Information Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight. To learn more visit www.etihad.com Recruitment Fraud Alert Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent. Division: Operations & Guest Experience

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Responsibilities

Manage live, bespoke recovery solutions for premium guests during irregular airline operations to maintain high service standards. Provide 24/7 concierge-style support, including re-accommodation, ticketing fixes, and direct outreach to ensure guest loyalty.