Information

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)

  • Select date

  • 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

  • Select from range

  • PRM passengers

  • Unaccompanied minors

  • Any other special pax of note

Executive Summary

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

  • 7. SUMMARY OF CUSTOMER IMPACT AND REACTION

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

PART II : SUPPLEMENTARY DE-BRIEF

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

  • 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

Communications

  • 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
  • Location of announcement

  • Date and time of announcement

  • Details of announcement

First Actions

  • 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?

30 - 120 minute delay

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.

Above 120 minute delay

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

Delays on the Gate/Diversions - Customers boarded with door open

  • 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

Doors closed through to wheels up

  • Note time passenger doors is closed

  • 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.

Post Departure Actions

  • 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.

  • 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

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