Premium Guest Recovery Supervisor

Responsibilities

• Lead, coach, and oversee a team of dedicated controllers delivering live, bespoke irregular operations recovery and premium concierge-style re-accommodation for premium guests across the network.
• Direct high-touch outbound customer outreach, empowering the team to deliver bespoke recovery solutions and personalized phone-call assistance to disrupted premium guests.
• Lead and motivate recovery controllers, conducting quality checks per employee to elevate service precision and ensure SLA compliance.
• Support Duty Managers in implementing network-wide disruption plans, focusing resources on passenger welfare and ticketing recovery for premium guests premium guests.
• Track overbooked flights and collaborate with Revenue Management and the NOC to minimize premium denied boardings and downgrades.
• Act as primary advisor to Senior Leadership on high-profile executive cases, ensuring rapid and satisfactory resolution.
• Overseat and authorize premium financial compensation, Overseat and authorize premium financial compensation, ensuring strict compliance with international regulations and Etihad'ss recovery matrix.
• Coordinate with stations, in-flight crews, Maintenance, and Crew Operations to protect premium connections, escalating non-conformance to leadership.
• Consolidate live incident data, publish daily operational reports, identify systemic shortfalls, and introduce premium-centric procedural improvements.

Requirements

• Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.
• Desirable minimum of 3 years in airline reservations or check-in roles, with extensive exposure to global ticketing and Departure Control Systems (DCS).
• Bachelor's degree in Business Administration, Aviation, or Hospitality Management.
• Expert command of international passenger rights, GCAA/IATA frameworks, and premium service recovery methodologies.

About the Company

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.