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Premium Guest Recovery Controller- UAE Nationals Only

Etihad Airways

For international applicants

Visa

Existing right to work required

The posting accepts only candidates who already have the right to work, such as citizenship or a work permit, and doesn’t offer sponsorship.

“Premium Guest Recovery Controller- UAE Nationals Only”

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About the employer

Etihad AirwaysIdentity not reviewed by Expat JobsCompany page

🇦🇪 Working in UAE

Possible country route: Employer-sponsored work residence / Golden Visa. Standard employment residence is applied for by the employer. Golden Visa is a separate long-term route with category-specific eligibility; it is not included in every relocation offer.

Depends on the emirate, entry permit, work permit, medical checks and residence issuance. Confirm a dated plan with the employer and issuing authority.

What to check before applying
  1. Confirm the employment route. Ask which authority handles the work permit and residence.
  2. Verify costs and offer. For standard overseas hiring, official guidance assigns recruitment and residence processing costs to the employer.
  3. Complete arrival formalities. Follow the medical and Emirates ID instructions for your route.
Official immigration guidance ↗

Reviewed 2026-10-14. Country routes are context, not a confirmation that this vacancy or your passport qualifies.

Description (EN)

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

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.

📍 Abu Dhabi, UAEOpen in maps ↗

Never pay a recruiter for a job offer or a visa promise. Check the original posting and employer identity before sharing documents. Pay any legitimate government visa fees only through official channels.

Published 51 days ago

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