Guest Recovery Controller

Shape the Journey When It Matters Most At Etihad , every journey matters. As a Guest Recovery Controller , you'll play a vital role in keeping our operation running smoothly during disruptions, ensuring guests reach their destinations with minimal impact while supporting the integrity of our network. Working in a fast-paced 24/7 environment, you'll make real-time decisions, coordinate with teams across the network, and deliver effective 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 optimize 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 management reporting requirements. Identify opportunities to improve disruption management processes and contribute to operational best practices. What We're Looking For? 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. Why Join Us? This is an exciting opportunity to work at the heart of a global airline operation, where your decisions have a direct impact on our guests, our people, and our performance. If you thrive under pressure, enjoy solving complex challenges, and are passionate about delivering exceptional guest outcomes, we'd love to hear from you.

Education & Experience: Minimum High School Certificate. Bachelor's degree or equivalent qualification preferred. 5+ years of operational experience, with at least 3 years within an airline operations, airport operations, or hub environment. For Internal Applicants: Minimum of 2 years' experience in a Reservations or Check-in role. Strong working knowledge of Reservations and Check-in systems.

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 optimize 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 management reporting requirements. Identify opportunities to improve disruption management processes and contribute to operational best practices.