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

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.