# data[].attributes.body
What do you do when there is a creeping delay situation.

# data[].attributes.body
Natalie Goh
Stephanie Gigette
Sarah Tang
Mykka Syaza

1845 problem

announce that there is delay

“Good evening , passengers of flight XY786 to Abracadabra, due to technical issue, detected, there would be a slight delay and the estimated departure time is rescheduled to 2100 hrs. We are sorry for the inconvenience. Thank you for your patience. Should any passenger require further assistance, please approach our airline staff”

Flight time – 12 hours

Passengers:

12 business (2 business class connecting flight) - put business class passengers in business class lounge with refreshments served

275 economy (50 has connecting flight) - bring economy class passengers to holding area

make arrangements (hotel and transport) in case if aircraft is grounded

Cargo - leave cargo in aircraft

Perishables - arrange with ground handler to bring food back to cold storage

Crew-
Crew FTL = 16 hours
Spare crew is at a nearby station at least 2 hours away

gain discretion of the pilot 4

Not necessary to change crew as flight time is 12 hours, delay still within 16 hours FTL

Connecting Flight – inform ABC of delay, to make arrangements to put them on next connecting flight. Ensure abc ground handling take over the responsbility

2015 troubleshoot done

2100 etd

0645 by right supposed to arrive

0745 connecting passengers flight

0900 arrive aft new flight

Estimated Time of Departure (PETD) : 2100hr

GROUNDED

Baggages and cargos

Prepare baggage handlers on standby if there is a case where the aircraft need to be grounded, the baggage can be taken out as as soon as possible.

Passengers:

12 business (2 business class connecting flight) -

275 economy (50 has connecting flight) -

Passengers to have accommodation at nearest hotel since it arrangments is already made (accommodation and transport). During waiting time, distribute inflight catering to passengers.

Cargo - leave cargo in aircraft

Perishables - arrange with ground handler to bring food back to refrigerate

Connecting Flight – inform ABC of delay, to make arrangements to put them on next connecting flight. Ensure abc ground handling take over the responsbility

In-flight catering:

Inform Catering department that aircraft  have been grounded and food that have been ordered to  be served to passengers before leaving for their accommodation.

# data[].attributes.body
Max Lo
Nur Shahirah
Pauline Ang
Khoo Hong Ming
Remmy Wee

# data[].attributes.body
Johan
Zhuo Jun
Zhen Yu
Aloysius
We Chun

1. AT  19 15 Hours an announcement would be made “Good Evening.  This is a delay announcement for all passengers on board flight XY786 from XYZ to ABC due to a technical issue. We apologize for the delay and at this point of time, the ETD is now at 23 00 hours. At this point of time, all passengers would be compensated with an airport voucher . We also kindly request that Business Class passengers proceed to the Xylophone Bus Class Lounge Passengers with connecting flights may kindly proceed to the nearest staff member should you have any inquiries. " (updated 30 mins regularly)

2. Contact Airport Duty Manager for the meal vouchers as  well as our own staff for our own lounge to accommodate delayed passengers.

3. Contact our Hotel and Amenities for standby of arrival of hotel guests.

4. Contact Airport for provision of wheelchairs due to extended delay.

5. Contact the engineer department, after determining the problem of the hydraulic leak how long can the fault be fixed and ask for the timing to determine if it is within an acceptable timeframe. Check with the maintenance and engineering team to make sure that spare parts are available at XYZ station so that the problem can be rectified as soon as possible or if a possible spare part might be needed to be flew in.

6. Contact ABC Station Manager to standby for rebooking of passengers with connecting flights. (2 Biz and 50 Economy)

7. Contact for the backup crew at the nearby station to come over (arrive by 2130hrs latest)

8.Contact ground handling agent to put 5 tonnes of perishables into cold storage area in the airport and leave the general cargo in the plane as there are no spare aircraft. Make sure ground handling. Extra security measures would also be put in in the event a flight is delayed further and cargo/bags needs to be secured.
9. Standby OCC for a new flight plan to be established.

# data[].attributes.body
Lee Choong Hyun
Mohammad Shafiq
Oscar Chia
Brendan Lok
Yeo Wei Xuan

1. Inform all passengers to gather at the boarding gate and personally apologise to them about the cause of the delay.

Announce “Good evening this is an announcement for XYZ786 and we have a delay due to technical fault. We apologise for the inconvenience caused. The PETD is at 2300hrs. We regret that we have this delay however, it is our top most priority to make sure you fly safely. Besides that, to compensate for this delay, we will offer you a 20 dollars food ticket to be used in this airport itself. When the aircraft is ready, we will have another announcement for this boarding of this flight. We will have another announcement to update you in 30minutes time. Once again, we apologise for the inconvenience caused.”

Passengers will be updated every 30 minutes.

2. Inform catering service to prepare another set of food if unavailable, order from hotels with contracts made beforehand

3. Inform the pilot about the problem to extend FDP; Inform the GHA that the 5 tons of Perishables have to be removed and moved back to the cold storage.

4.Prepare the hotel, accommodations and transport in case the delay takes longer. Prepare an overnight kit for both genders. Figure out which passengers need their bags(Medication etc.)

Prepare to help PRMs to move to hotel

5.Check crew availability; SPARE CREW AVAILABLE, Nearest is 2 Hours away. Alert them on standby that they are required.

6.Call up Abracadabra station and inform them that their passengers 2 Biz and 50 Economy will not be able to make the connecting flight. Look into possible ways (IF there are empty spaces on board the next aircraft on the next day shift them onto that flight), (If not they have to find another way to get the passengers out as soon as possible)  that they can be shifted onto the next fastest possible flight out. These passengers have to be informed that they will not be able to make the connecting flight.

7. Check with the maintainance and engineering team every 30min and ask for an update whenever it is possible. IF it is able to get spare parts, ask for the spare parts to be delivered to the airport.

# data[].attributes.body
Please create your group padlet with all the members' names (group leader's name on top).  Wait for further instructions.

# data[].attributes.body
Darren Ong
Oh Xin Zhi
Kee Angie
Ong Jing En

STD 2000HRS

LAST FLIGHT & ONLY FLIGHTAA

12HRS FLIGHT TIME

ACTION ITEMS:

Settle passengers

Give passengers meals and shopping coupon, and let them shop around the airport, so that they don’t trap at the boarding gate. After the engineer is complete, we will make an announcement for the passengers to return.

(business class passengers will be guided to VIP lounge, and economy class passengers we will let them roam around the airport)

However, if the maintenance takes more than 3 hours, we will arrange necessary accommodation for them.

If there are any passengers that require special attention, we will seek assistance from the ground handlers.

Those passengers that have a connecting flight afterwards, as a station manager, I will help to contact the station manager at ABC an d make necessary arrangement for them.

Settle Cargo

Perishable Cargo

Check for spaces availability for cold storage.

If yes, place the perishable cargo into the cold storage first.

Fresh meat and vegetables have to be sorted out and placed at different places.

Settle crew

Crew will attend to any queries of passengers and try to assist them as much as possible.

Settle connecting flights

Make a call to the 2 business customers and the 50 economy customer’s connecting flight’s station manager (abracadabra) and make arrangements for them to board the next connecting flight for their initial destination. However, if there are no flights we will try to make arrangements for a stay and board them on the next connecting flight.

ANNOUNCEMENT:

“A very good evening to our beloved passengers of xylophone airlines, we regret to inform you about a slight delay of our flight XYZ786. There a hydraulic leak detected in engine no.1, and repairs are estimated to take at least 3 hours.  As a form of apology, our airlines will compensate you respectively. Sorry for the inconvenience caused. “