Guest Recovery Controller Etihad Airways

Manage all Guest Response activities on a shift basis, ensuring excellent guest experience in the most effective and timely manner to increase satisfaction and, where possible, revenues regarding welfare during disruption, while ensuring compliance with Etihad s policies and procedures.

Accountabilities

• Provide 24/7 oversight and control to analyse and resolve live, service delivery failures and mass flight disruption solutions for Premium Guests.
• Contribute to the creation of communication plans with other stakeholders to support passenger updates due to unplanned disruption.
• Ensure customer service agreements facility arrangements are adhered to for high value passengers, monitoring compliance of our stakeholders i.e maintenance control, medical teams, crew operations.
• Escalate non-conformance of service level agreements and determine severity levels to senior management teams.
• Create and communicate narratives and messages to disrupted guests, providing details on revised itinerary or flight status.
• Manage communication plans in advance to larger groups of Guests on matters such as Terminal changes, Peak departure periods or anticipated flight disruptions, critical to the business.
• Assess and manage in-flight medical and death on-board cases, directing and supporting internal and external parties and apply case management processes to follow up on actions plans post-event.
• Register all incidents in the tracking system, to ensure accurate data is captured and cases are resolved and provide recommendations for improvement.
• Liaise with aircraft in-flight and all stations around the network to communicate service recovery plans and resolve issues in the shortest time possible.
• This can include management of on-board service failures including IFE/WiFi inoperative or other seat defects.