Premium Guest Recovery Controller- UAE Nationals Only
Job role insights
Date posted
November 12, 2026
Hiring location
Abu Dhabi
Qualification
Not specified
Experience
5+ Years
Gender
Any
Description
The Premium Guest Recovery Controller provides real-time, personalised recovery support to Business, First and VIP guests during disruption. The role monitors the global network, arranges re-accommodation and coordinates airport or travel solutions while balancing guest welfare and commercial considerations. It carries responsibility for urgent decisions and helps protect premium customer loyalty during irregular operations.
Key Responsibilities
- Contact disrupted premium guests proactively and offer tailored recovery options and support.
- Monitor network disruption and coordinate recovery plans for premium passengers around the clock.
- Arrange re-accommodation using available airline, alliance, codeshare and other-carrier agreements.
- Resolve complex ticketing issues, including involuntary reissues, downgrades and denied-boarding mitigation.
- Authorise recovery packages, airport arrangements and compensation in line with approved policies and civil aviation requirements.
- Coordinate with flight crews, maintenance control, medical teams and station managers, and report incidents and service failures.
Requirements and Qualifications
- At least five years of airline operations or customer-service experience.
- At least three years in Operations Control, Hub or Reservations environments.
- Internal applicants should have at least two years in reservations or check-in and a strong technical background in passenger-service systems.
- The role requires the ability to make real-time decisions and coordinate high-priority guest cases; the vacancy is restricted to UAE Nationals.
Skills and Competencies
The position calls for strong operational judgement, customer care, ticketing knowledge, prioritisation and cross-functional coordination. Candidates should be confident handling sensitive VIP situations and maintaining clear incident records.
Employment Details
This is a full-time role within Operations & Guest Experience and operates on a 24/7 basis. The controller acts as a concierge-style recovery contact and is responsible for protecting the premium guest experience during disruption.
Skills
select-type
Full Time
Interested in this job?
45 days left to apply
Beware of job scams and fraud! Never pay anyone for a job application, interview, visa processing or job offer. Disclaimer: RecruitArabia.com is a job information platform, not an employer or recruitment agency, and takes no part in hiring. We make reasonable efforts to list genuine jobs but cannot guarantee the accuracy or availability of every posting, so please verify employer details through official sources before sharing personal information. We never charge job seekers any fees and are not responsible for fraud or loss involving employers or third parties. Suspicious listing? Report it above or email us at admin@recruitarabia.com.
