Premium Guest Recovery Controller (Aviation)

Location: Abu Dhabi, United Arab Emirates; UAE Nationals Only

Company

hirify.global is the UAE’s national airline, operating a global aviation network from its Abu Dhabi hub.

What you will do

• Manage live, bespoke recovery solutions for disrupted Business, First, and VIP guests.
• Contact disrupted premium guests directly and provide personalized care, immediate solutions, and recovery packages.
• Monitor the global network around the clock and execute end-to-end recovery strategies during irregular operations.
• Deliver premium re-accommodation, ticketing support, involuntary reissues, downgrade handling, and denied-boarding mitigation.
• Coordinate with flight crews, Maintenance Control, medical teams, and station managers to protect premium connections.
• Track operational service failures and generate displacement and downgrade metrics for continuous improvement.

Requirements

• UAE nationality is required.
• At least 5 years of experience in airline operations or customer service.
• At least 3 years of experience in Operations Control, Hub, or Reservation environments.
• Internal applicants require at least 2 years of experience in reservations or check-in.
• Strong technical background in passenger service systems.

Culture & Benefits

• Full-time position in the Operations & Guest Experience division.
• 24/7 operational environment supporting premium passengers across the global network.
• Authority to make real-time operational and financial recovery decisions.
• Recovery packages, airport arrangements, and compensation are managed in line with civil aviation regulations and the recovery matrix.