Guest Recovery Controller

Synopsis

To effectively manage all irregular operations across the Etihad Airways network along with passenger re-accommodation, providing 24/7 support to all stations as well the hub, taking immediate decisions during flight irregularities in order to minimize the impact to the overall guest experience as well as the airlines operating schedule. The controller will coordinate with the Network Operations Center, Airport Operations, Network Airports during flight disruptions as well as support the management making operational and strategic decisions by providing vital information such as consequential impact analysis resultant from any deviation to the scheduled operating times across the Etihad network.

Accountabilities

• Ensure policies and procedures determined by the Duty Managers are effectively implemented on a day-to-day basis. Be able to ascertain the cost benefit to the company when executing passenger re-accommodation during periods of flight irregularity. Capable of evaluating the knock-on effect of flight delays and assessing the feasibility of delaying flights to facilitate onward connections with minimum impact to the operating schedule of an aircraft. Able to execute disruption contingency plans which have been determined by the Duty Manager. Prepare brief and accurate reports on flight disruptions, impact on passengers, re-accommodation plans and recovery.
• Deliver re-accommodation alternatives that minimize the impact on the guest experience while mindful to the revenue give away to other airlines. Conscious decisions will be made utilizing interline partner's and code share flight availability where possible, to that end; the Guest Recovery Controller will need to maintain close coordination with the Alliances team to achieve this goal.
• Responsible for the tracking and management of flights overbooked as a result of equipment changes, schedule change, deliberate overbooking by revenue management and will construct solutions to mitigate the risk of denied boarding at the airport. This will involve coordination between Revenue management, Network Operations Center and the effected stations.
• Responsible for the effective management of denied boarding passengers and will therefore work closely with the airport teams across the network to provide solutions for recovery.
• Ensure accurate reporting of passenger give away to OAL (other airlines) during flight irregularities across the network. Ensure that reports required by management on a daily basis (daily premium down grade report) are updated accurately and distributed on time.
• Identify areas of short falls for process improvements within disruption management and provide recommendation to the management team which will subsequently be incorporated into the departmental best practice handbook.
  
  

Education & Experience

• External Applicants: Educated to a minimum of high school certification, ideally degree qualified, and must be qualified in reservations systems.
• Internal Applicants: Should be well versed with Sabre reservations.
• 5 years operations experience, with 3 years spent within an operations or hub environment.
• Internal Applicants: Minimum of 2 years in a reservations or airport check in role with a sound background in reservations and Check in systems
• Working knowledge of disruption management procedure.
• Working knowledge of airline operations procedure.
• Excellent written and verbal communication skills (Fluency in English).
• Computer literate.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit 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 and contact [email protected]