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.

• 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

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

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