Are you passionate about people and committed to delivering exceptional service even in the most challenging situations? Do you have a flair for communication, problem-solving, and creating memorable customer experiences? If so, Etihad Airways invites you to embark on a rewarding journey as a Guest Relations Officer, where your empathy, judgment, and communication skills will help transform guest experiences and reinforce our world-class brand reputation.
Why Choose Etihad Airways?
Founded in 2003, Etihad Airways has rapidly grown into one of the world’s most renowned airlines, celebrated for its premium service, innovative approach, and customer-first culture. Based in Abu Dhabi, Etihad connects passengers to destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. Our global network, enhanced by strategic codeshare partnerships, ensures that we deliver seamless connectivity and exceptional experiences.
Etihad’s commitment to excellence is more than just a promise — it’s embedded in our vision, our people, and our future strategy. Through our Journey 2030 initiative, we aim to double our fleet and triple our customer base in the next six years. This ambitious growth requires dedicated and skilled professionals who can uphold and elevate our brand. And that’s where you come in.
About the Role: Guest Relations Officer
As a Guest Relations Officer, you will be a key player in ensuring that Etihad maintains its exceptional standard of service in every guest interaction — especially when something goes wrong. Your main role is to investigate and respond to guest feedback promptly, respectfully, and thoroughly. You will act as the voice of Etihad in moments that matter the most: when guests face disruptions, delays, or less-than-perfect experiences.
Your focus will be on restoring trust, turning negative interactions into positive outcomes, and protecting the integrity of our brand. You will communicate across multiple channels, collaborate with cross-functional teams, and ensure every case is managed with professionalism, empathy, and efficiency.
Your Responsibilities Will Include:
- Investigating and Resolving Guest Feedback:
Dive deep into the root cause of complaints, gather accurate information from relevant stakeholders, and respond to guests with clarity and empathy. Your written communication should be polished, free of errors, and persuasive. - Managing Guest Expectations:
Keep guests informed throughout the resolution process using the most appropriate communication channels. Your ability to manage sensitive situations and de-escalate conflict will be critical. - Protecting the Etihad Brand:
Each interaction is an opportunity to showcase our commitment to excellence. You’ll ensure guests feel heard, respected, and valued. - Ensuring Compliance:
You’ll be expected to follow internal processes and regulatory requirements such as data protection, privacy laws, and service level agreements (SLAs). - Making Informed Judgments:
Handle complex cases involving compensation, regulatory issues, or service recovery with sound reasoning and accountability. You’ll also be entrusted to use an allocated budget wisely when making recovery decisions. - Collaborating with Internal Teams:
Work closely with operational, cabin crew, legal, and customer service departments to gather insights, clarify policies, and ensure consistent responses. - Staying Updated on Policies:
A deep understanding of Etihad’s policies, SOPs, and guest service philosophy is essential. Your ability to apply this knowledge will directly impact guest satisfaction and brand loyalty.
What We’re Looking For
Etihad Airways is committed to hiring professionals who are not only experienced but are also customer-focused, solution-driven, and passionate about the travel industry. We are looking for individuals who can rise to the challenge and contribute to our ambitious growth journey.
Minimum Requirements:
- Education:
Diploma is preferred; higher education qualifications are an advantage. - Experience:
Minimum of three years of customer service experience, ideally in a contact center environment within the airline industry. - Communication Skills:
Fluent in spoken and written English; proficiency in additional languages such as Spanish, German, Italian, or Chinese is a distinct advantage. - Attributes:
- Proactive and resourceful
- Attention to detail
- Calm under pressure
- Empathetic and guest-focused
- Confident and persuasive communicator
- Adaptable and solution-oriented
What You’ll Gain
Working at Etihad isn’t just a job — it’s an opportunity to be part of something bigger. When you join us, you join a team committed to excellence, innovation, and purpose. Here’s what you can expect:
- A World-Class Work Environment
Work in a multicultural, inclusive setting that celebrates diversity and encourages continuous learning. - Career Progression
At Etihad, we believe in promoting from within. As you develop your skills and demonstrate results, you’ll have opportunities to move into leadership or specialized roles within Guest Experience, Customer Care, or even broader commercial teams. - Training and Development
Benefit from continuous training, mentorship, and learning opportunities that help you grow both personally and professionally. - Travel Benefits
Enjoy generous flight privileges for you and your family, giving you the opportunity to explore the world and experience Etihad from a guest’s perspective. - Competitive Compensation
Receive a comprehensive compensation and benefits package aligned with the market and reflective of your experience.
Life at Etihad: Our Values
Our core values define how we interact with each other and with our guests:
- Care: We put people first — our guests, our colleagues, our communities.
- Excellence: We hold ourselves to the highest standards and go the extra mile.
- Innovation: We embrace change and drive continuous improvement.
- Collaboration: We succeed as one team, respecting diverse views and working together.
- Integrity: We act with honesty, transparency, and accountability.
These values shape a culture where every employee can thrive and contribute meaningfully to our success.
A Word of Caution: Recruitment Fraud Alert
Please be aware of fraudulent job offers claiming to be from Etihad Airways. We do not request payment or personal banking details during our recruitment process. All interviews are conducted either in person or via official video/telephone platforms before any formal offer is made. If you are ever asked to pay or share sensitive data, treat it as a scam and report it immediately.
How to Apply
If you’re ready to take on a role where every day brings new challenges, opportunities, and a chance to impact people’s travel experiences, then we want to hear from you.
Visit our careers page at etihad.com/careers to apply now.
Etihad Airways is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us and be part of a team that connects the world with passion, purpose, and professionalism.