NAmAsPac Disruption Checklist BA v2.4

DISRUPTION HANDLING REPORT North America & Asia Pacific Customer Service and Operations

• This report should be completed and distributed for any local delay (excluding ATC) of 90 minutes LH for any delay where follow-up recovery action is required, media interest is expected, or a need to review local procedures or processes has been identified.

• This report should be produced to supplement and not replace a DIS report
  This report should be produced to supplement and not replace the Station Events Log.

• Prepared by Delay Champion

• Flight number and date

• Aircraft type and registration

• STD (local & GMT)

• ETD (local & GMT)

• ATD (local & GMT)

• ABN (local & GMT)

• Delay reason (ARtG lost)

• Delay reason (STD lost)

• Booked passengers by class

• Final aircraft configuration

• Final passengers by class

• CIV’s – Emerald/Sapphire/Ruby

• PRM passengers

• Unaccompanied minors

• Any other special pax of note

• Establish with other BA departments that there is a delay or disruption.

• Brief all staff thoroughly?

• Cause/ reason
  Anticipated length of delay
  Provisional departure time
  Options available
  Hotel details (if offered)
  Transport details (if needed)
  Transfer options – to other flights
  Local procedures (FXQ, FIMS, other, etc.)
  Local information pages in PRS?

• Update BA systems of ETD or provisional ETD: PRS, FICO, etc

• Public information & Signage reflect delay information

• Advise any other departments : Cargo, CLC, airport authorities

• Departure gate is manned full time by at least one staff member

• Did Rev Man run REACCOM tool if cancelled?

Consider delaying crew wake-up & pick-up if applicable.

• Advise Crew Scheduling/LON

• Advise Hotel

• Advise Crew transport

• Consider gathering information if a long delay is possible?

• Hotel availability
  Space on other carriers
  Transport
  Staff availability, etc.

• Provide updates to CSC Team & arrival station if UMs are involved?

• Keep a record of customer dispersal (including hotels if more than 1 in use) for Load Dispersal Message post departure?

If delay is more than 60 minutes create DIS in FICO including: 1. Reason for delay. 2. What customers have been told & when. 3. What has been done for customers so far.

At +60 minutes consider feeding customers onboard aircraft or disembarking for food if applicable.

Decide if mass callout or texts are appropriate for this disruption?

• Establish communications with WNS for connecting customers.

• Advise CSC Team at earliest opportunity of relevant details LHRSLBA +44 20 8513 0953

• Provide updates to CSC Team & arrival station if UMs are involved

• Advise Network Ops Control of delays +30 mins by phone or LHRWWBA including delay reason

• Advise relevant local parties/ local call-out list?

• Airport gate control, ATC, customs/immigration, catering, ramp handling, GHAs, etc.

• Are there enough CHARGED phones & radios for all areas?

• Brief all staff thoroughly?

• Cause/ reason
  Anticipated length of delay
  Provisional departure time
  Options available
  Hotel details (if offered)
  Transport details (if needed)
  Transfer options – to other flights
  Local procedures (FXQ, FIMS, other, etc.)
  Local information pages in PRS?

• Are staff with special skills or qualifications needed? (Training – ticketing, TRC)

• Consider who would stay overnight with UM?

• Consider gathering information if a long delay is possible?

• Hotel availability
  Space on other carriers
  Transport
  Staff availability, etc.

• Make the lounges available to eligible customers in delay, return to stand, airborne return

• Keep a record of customer dispersal (including hotels if more than 1 in use) for Load Dispersal Message post departure

Assign staff to compile a list of the additional needs customers & to monitor needs if possible. Fill in details below.

• UMs

• WCHR

• DEAF/PHOH

• MEDA

• Blind

• Families with small chilidren

• Consider updated flight plan/ documents.

• ETOPS flight plans are sensitive to:
  1. Delays of more than 1 hour
  2. Some mechanical defects
  Has the EZFW changed due to dispersal of customers? Cargo?
  Is ATC filing extended?

• Rebook/ re-accommodate Premium Customers with missed connections; advise arrival stations.

Consider the following guidelines in dispersing customers:

• EU261/2004 customers MAY be entitled to EUR 600.00 compensation by Customer Relations if they arrive at their ticketed destination more than 4 hours after STD.

• Dispersal Priority List
  1. Special Commercial Policy or GG AIR BAG COM
  2. Next available BA Service
  3. Joint Business Partner flight
  4. Same destination city/ different airport
  5. BA & oneworld partner connecting flights to destination or alternative
  6. BA & non-oneworld connecting flights to destination or alternative
  7. Oneworld partner or combination of oneworld partners
  8. Combination of oneworld and non-oneworld carriers
  9. Non-oneworld carriers
  10. Surface transportation
  11. Charter flights
  12. Involuntary fare refund
  13. Reimbursement & return travel to origin

• Ensure every flight crew – including aircraft diverting into your station - receive a copy of US DOT Tarmac Delay Briefing.

• Communicate the delay to all BA customers at the airport.
  Brief premium customers of delay/disruption situations first in
  Lounges.

CSC

• Advise CSC Team at earliest opportunity of relevant details LHRSLBA +44 20 8513 0953

• Speak to CSC and action letter appropriately.

• Provide updates to CSC Team & arrival station if UMs are involved

Staffing

• Evaluate staffing needs & secure needed staff? Re-evaluate periodically as delay progresses

• Are staff with special skills or qualifications needed?

• Ticketing, TRC, language

Passenger comfort

• Make available to customers that they may request “Notification of Rights” letter at gate or check-in NOTE: information on claiming compensation through Customer Relations is here. Do not discuss – refer customers to letter .

• Make the lounges available to eligible customers in delay/ return to stand/ airborne return

• Check with airport vendors to remain opened for duration of delay. Arrange alternative if necessary.

• Provide snack & refreshment (2hrs-3hrs 59mins).

• All customers offered full meal.

• Allow customer to contact 2 people via phone calls, fax, email or telexes free of charge.

• Issue “Ground to Air” form & attach a copy of the apology letter for crew for delays of 3 hrs or more.

HOTAC

• Contact CSC for possible pro-active apology letters: i.e No HOTAC/ Food; aborted landing; oxygen masks drop, etc. NOT every delayed flight.

• Notify CSC and arrival station of HOTAC details LHRSLBA; +44 208 513 0953 .

• Advise CSC if insufficient HOTAC is available. See also CSM B22 - First needs expenses.

• Forward hotel details (or lack of HOTAC accommodation) & relevant contact details to the following: 1. CSC/ CSE in Ops Control 2. arrival station 3. flight information – Telex NCLWIBA Add info to customer record/ PNR where possible.

• Issue letter outlining details to any customers staying in a hotel.

• Contents of letter:
  Hotel name
  Location & phone
  Transport details
  Flight info
  How to get updates, etc.

• Will hotel have meal service available when customers arrive? Does alternate food service need to be arranged?

• If HOTAC space is limited, follow priority list
  1. UMs
  2. Customers with reduced mobility & those accompanying them
  3. Premier Card Holders
  4. First customers
  5. Transfer Customers
  6. Customers with additional needs
  7. Families with young children

• Those customers who are NOT entitled to HOTAC from BA in a delay or cancellation:
  BA on time, but late inbound to your station – refer to other airline
  Your BA flight arrives on time, BA code share (operated by other carrier) cancelled – refer to operating carrier
  Those notified 24 hours or more of the cancellation
  Those who did not come to the airport
  Customers transferring on separate tickets to/ from a non oneworld carrier.

• Offer overnight kits, especially when no HOTAC is available Record distribution of overnight kits at flight level or if possible passenger level.

• Customer with out-of-pocket expenses (Round trip taxi, self-sourced/self-paid hotel or meals)
  1. Issue Pay & Claim or letter to customer
  2. Advise customer to save receipt & limit on reimbursement.
  3. Advise to send voucher and receipt to CR.

• Provide updates for customers at hotels & contact for questions (BA staff or hotel staff; notice boards, rebooking etc.)

• Track and record pax dispersal etc. home, hotels, not entitled.

Other

• If checked, can the bags be retrieved?

• Has the EZFW changed due to dispersal of customers? Cargo?

• Update DIS with dispersed customers & relevant information at STD +3

• Ensure flight crew and cabin crew have briefing sheet and are aware US DOT Tarmac rules apply.

• Delay announcements/updates to be made every 30 minutes while delayed on the gate for any reason.

• Ensure that crew record times and content of messages

• Did ground staff collect announcement data from crew during gate delays with the passenger doors open?

• Announcements notifying customers to their right to deplane should be made every 30 minutes if that right exists.
  Advise if the customer will be allowed to re-board.
  Advise if the customer may only leave for a fixed period of time.
  Customers must have the opportunity to deplane after 4 hours.
  The 4 hours begins when the aircraft passenger doors close at STD or the ETD relayed before closing.

• Were announcements notifying customers of their right to deplane made? Record details in the Communications section.

• After 2 hours, have the crew provide water and snacks to customers if they have not been able to deplane. Ensure sufficient catering is available or added.

• Customers must have access to working lavatories and medical care.

• Evaluate ability to successfully depart aircraft within in compliance to Four Hour Rule

• Note time passenger doors is closed

  Date

• Ensure tech crew is aware of 'start time of 4 hour tarmac limit

• Crew to provide water and snacks to customers if they have not been able to deplane for 2 hours.

• Crew to continue delay announcements every 30 minutes until airbourne or return to gate.

• Ensure crew keep record of announcement content and times

• Evaluate ability to successfully depart aircraft within in compliance of Four Hour Rule.

Review disruption with staff:

Action – update local plan after every disruption based on these discussions.

• What went well?
  How were those situations handled?
  What went wrong?
  Why it went wrong?
  What improvements could be made?
  What help or assistance might be required next time?
  

• Update local plan after disruption based on these discussions.

• Delay/ Dispersal Report Send to : destination station, transit station, NCLWIBA & LHRSLBA Should contain • Flight number/ date • Passenger dispersal information and reason • Customer services/actions provided • What were customers told • Any individual issues • Service recovery actions • Customer reaction from the staff • Special problems encountered • Any unaccompanied baggage explained • Was press office advised • Estimated cost if feasible • Suggestions for future delay handling. Include the above in any signals on any issues sent to connecting destinations resulting from the delay.

• Restock your delay bag or brief case

• Update DIS with any relevant information

• Create DIS for any delay of 30 minutes or less if not yet created

• Send Dispersal Load Message See CSM D4 p10 & D5 p7 for addressing

• Allocate delay codes

• Ensure the following have been faxed to CSC at +44 208 513 0980 • Ground to Air form • Notification of Rights • Apology Letter • Hotel Letter

PART I : OPERATIONAL SUMMARY

• 1. EXECUTIVE SUMMARY OF DISRUPTION

• 2. DESCRIPTION OF DISRUPTION BY TIMELINE

• 3. RECOVERY ACTION : AS REQUIRED BY LEGISLATION EU261

• Refreshment/Meals

• Availability of Notice of Rights

• Ability to contact 2 persons

• Option to rebook BA

• Dispersal details on to other carriers (IATA 735D)

• Option to refund (non CS activity)

• DBC (involuntary offload/class change)

• 4. RECOVERY ACTION : CORPORATE DELAY HANDLING BEST PRACTICE

• Apology letter(s)

• Visibility/Availability of staff

• CIP lounge specific presence and recovery actions

• Interaction of operating crew

• Regularly updated DIS file

• Other action as per local disruption check-lists

• 5. SAFETY AND SECURITY ISSUES

• Confirm that the Security Duty Manager was contacted as appropriate. Confirm an SIR/GHI/OSR will be raised where necessary for actual/potential incidents within 24 hours.

• 6. FLIGHT AND CABIN CREW ISSUES

• 8. REQUIRED FOLLOW-UP ACTIONS/RECOVERY BY CSE, CR OR LOCAL COMMERCIAL TEAM (Forward and liaise as appropriate)

• 7. SUMMARY OF CUSTOMER IMPACT AND REACTION

• 1. EXECUTIVE SUMMARY OF DISRUPTION

PART II : SUPPLEMENTARY DE-BRIEF

• 8. STAFF OR DUTY OF CARE ISSUES

• 9. COMPLIANCE ISSUES

• 10. IMMIGRATION ISSUES

• 11. PR / MEDIA ISSUES

• 12. ANY RESIDUAL ISSUES OR AREAS OF CONCERN RAISED BY THIS DISRUPTION

• 13. RECOMMENDATIONS FOR FUTURE DISRUPTION HANDLING/OTHER ACTIONS IDENTIFIED

• 7. BA TEAM (NAMES) AND GHA TEAM (NUMBERS ON DUTY)

• For short delays & delays in boarding make delay announcements in the gate area & lounge every 15 minutes or when new info is available.
  For delays with firm ETD & delays in boarding
  Make delay announcements in the gate area every 15-20 (conflict w/in CSM) minutes
  
  For indefinite delays
  Continue to advise customers where at regular intervals. Keep changes in ETD to minimum; instead provide regular next information at fixed times.
  Advise all customers where to obtain assistance.

Communications

• Lounge

  Gate

  PA announcement

  Crew - onboard

• Select date

  Date