Requirements
Requires a minimum of 5 years in airline operations or customer service, with at least 3 years in operations control, hub, or reservation environments. Internal applicants need a minimum of 2 years in reservations or check-in, supported by a strong technical background in passenger service systems.
Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
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 recoveryInitiate direct outbound calls to disrupted premium guests, offering personalized care, immediate solutions, and bespoke recovery packages.
24/7 live disruption controlMaintain continuous oversight of the global network, executing end-to-end recovery strategies and mass disruption solutions tailored for premium passengers.
Premium re-accommodationDeliver rapid, high-touch re-accommodation options that protect guest experience while balancing commercial considerations, alliances, codeshares, and OAL agreements.
Ad hoc ticketing solutionsProvide live support for complex ticketing issues, equipment swaps, involuntary reissues, downgrades, and denied boarding mitigation.
Guest welfare & contingencyAuthorize and execute premium recovery packages, airport arrangements, and compensation aligned with civil aviation regulations and Etihad’s recovery matrix.
Cross-functional escalationCoordinate with in-flight crews, maintenance control, medical teams, and station managers to safeguard premium connections, escalating SLA breaches to leadership.
Incident tracking & analyticsLog operational service failures, manage in-flight incidents, and generate premium displacement/downgrade metrics to drive continuous improvement.
Qualifications
ExperienceMinimum 5 years in airline operations or customer service, with at least 3 years in operations control, hub, or reservation environments.
Internal applicantsMinimum 2 years in reservations or check-in, supported by a strong technical background in passenger service systems.
Education & technical skills
(Details not provided)
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.
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.
About the Company
Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.
With Etihad, everyone who flies with us is welcomed as our guest.
This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.
Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.
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