Managing Disruption

Question 1

What do customers appreciate from pilots

Answer 1

PAs at the front
Engagement with children / flight deck visits

Question 2

Where is the brand?

Answer 2

The brand is in our hands

Question 3

How long a delay is disruption?
When do CDOs get involved?

Answer 3

15 mins or more
1 hour or more

Question 4

Who are the three seniors in ICC?

Answer 4

Operations
Crewing
Disruption

Question 5

When do the network outlook briefs take place?

Which 3 airports are always discussed?

Answer 5

5am, 5pm

GIB, INN, FNC
Due weather criticality

Question 6

When do Flight Planning get a notification from Operations?

Answer 6

If flight’s STA deviates

Question 7

When is an ADHOC slot needed?

Answer 7

Needed for aircraft change, valid for 2 hours, separate for dep/arr

Question 8

What is TOPS?
Does it recognise diversions?

Answer 8

Total Operations System

Monitors all movements, sends alerts for schedule deviations

Does not recognise diverts, only a landing. Therefore important to send message to OPS.

Question 9

What can the self-service disruption module do?

Answer 9

Part of the app that allows customers to change flight, receive voucher or refund.

Will offer accommodation, or a refund message if none found

New functions soon for overnight delays and denied boarding

Question 10

What are extraordinary circumstances? (9)

Answer 10

Military
Terrorism / sabotage
ATC strikes
Political
Airport Security
Natural disasters
Adverse Weather
Hidden Manufacturing Defects
Medical diverts

Question 11

What are the different care levels?

Answer 11

Under 1500km: over 2 hours
1500-3000km: over 3 hours
over 3000km: over 4 hours

Food / drink / hotel
Care provided even if extraordinary

Question 12

What might ICC do if one flight is delayed by over 3 hours?

Answer 12

Delay other flights by an hour to reduce EC261 claims

Holidays / business passengers may affect flight priority

If disruption foreseen, call centre staffing may be increased

Question 13

What do CDOs do?

Answer 13

Get involved after an hour’s delay on the day, are involved in day 2 + 3 planning.

Liaise with ground handlers
Offer guidance in non-normal situations
Liaise with ops to mitigate EC261 claims
Issue communications to passengers

One CDO for customers, another for crew.

Question 14

Who get priority for hotels?

Answer 14

Crew.
Ideally will be in different hotel to passengers, or in a different part of the hotel

CDOs can use any hotel, not just contracted ones

Question 15

How does the DISCO system work?

Answer 15

Disruption, Information, Communication system

Takes data from TOPS

Issues internal reports and pax coms

Sends emails on travel restrictions (jabs)

Gives a generic apology after 30 mins

Gives a specific apology after an hour

Question 16

Can flight tracker information be deleted if wrong?

Answer 16

No, can only be added to.
If erroneous, call the CDO on phone / ACARS

Question 17

When does EC261 stipulate an SMS must be sent to pax?

Answer 17

After 2 hours, further info every hour with options offered

Question 18

How do crewing choose people from standby?

Answer 18

AIMs suggests best fit based on:

Best fit / cost / interoperability / duty hours / standby coverage

Question 19

What is our job in disruption?

Answer 19

Communicate regularly- even if no new information

Delegate- someone to talk to ICC, another to pass information on / deal with customers

Team work vital- keep the same message

Question 20

EC261- when do passengers get what?

Answer 20

2 hours:
Food / drink,
hotel (missed connection),
2 free calls / email / fax

3 hours:
compensation if not extraordinary

5 hours:
refund or rerouting