# data[].attributes.body
1)Bowen
2)Athanasius
3) Chin Yip
4)Aaron
5) Christian

At 1845, immediately book accommodation for the passengers with the following priority:

1. Hotel

2. Dorms

3. Staff house

4. Sleeping bags- SHOULD BE WORST WORST WORST CASE SCENARIO

Ensure that transport would be provided to the passengers such as buses

Immediately after hearing about the delay we would immediately send the 5 tones of perishables to cold storage.

When Informing passengers of the delay, inform the passengers at 7pm as it will be much better for the crowd management

“Attention to all passengers on flight XYZ786 heading to Abracadabra, the flight has been delayed as there is a technical issue with the aircraft and our mechanics are currently working to solve it, please feel free to approach our staff for further enquiries at the boarding gate, we deeply apologise for the inconvenience caused.”

“Attention to all passengers on flight XYZ786 heading to Abracadabra, the flight has been delayed until______, please feel free to approach our staff for further enquiries at the boarding gate, we deeply apologise for the inconvenience caused.”- Say this every 20 mins

Deploy additional staff either from the GHA or the airline, preferably full-time staff, if not enough staff contact part-timers ,prepare more staff if the passengers are very one kind

For high-priority passengers (PRMs, UMs, J class), deploy staff to assist them

Contact the arrival station to relay the message that the flight will be delayed and make special arrangements for passengers with tight transfers, such as using buggies.

Request the ground handlers not to send the food and keep in the meal in the freezer for the delayed flight later. Make sure to have tight communication with ground handlers so that everything is well coordinated.

Request the catering company for light refreshments such as bottles of water and light snacks like biscuits (Ensure that it is Halal, Kosher etc) to be delivered to the gate by 2000.

When we find out the delay timing, we would then determine what to do next.

Put refreshments at the gate, if passenger still insist to take the plane, we can find alternative plane that are able to travel to the destinated location.
STAGE 2

“Attention to all passengers on flight XYZ786 heading to Abracadabra, the flight has been delayed until______ , all passengers are allowed to leave the boarding gate , please feel free to approach our staff for further enquiries at the boarding gate, we deeply apologise for the inconvenience caused.”- Say this every 20 mins

We need to inform the passenger about the delay.

Identify a different set of crew as there is the possibility of the FDL limits being exceeded, if no crew in XYZ, prepare to fly them in on our airline or other airlines from nearby stations (JUST IDENTIFY STAFF AND CONTACT THEM) in case that there is a late arrival of spares or a bigger problem.

If the food cannot last, use the food currently loaded to feed the passengers and ask catering companies for more food, prepare something nicer, like ice cream for dessert

Identify a spare aircraft in case the AOG (Aircraft on Ground)

Ask for security to protect the baggage currently on board

Make arrangement with Immigration for people with visa

Give lounge access to the VIPs and Frequent flyers

UM and PRM shift them to the special service lounge

Deboard pax from boarding system and boarding gate to let them roam around the airport and give them vouchers to roam around the airport

# data[].attributes.body
Jonathan
Shawn
JieZI
ZiJian
JunHao

Stage 1

Flight: XY786 (XYZ to ABC)

Time: 1845

STD: 2000

Full load:

12 Business Class

275 Economy Class

20 tonnes cargo:

15 tonnes general cargo + 5 tonnes perishables

Estimated delay: 1hr 30mins

Estimated Probational/Provisional Estimated Time of Departure (PETD) : 2045 hrs

Things to do:

Passenger Side

Send sms to passenger that have not checked-in, informing them of a possible estimated delay of 30 mins.

Announcement: “Dear Mr/Ms (Name), we are sorry to inform you that due to a technical issue, there would be an estimated delay of 30 mins for your flight XY786 to ABC. The new estimated time of departure would now be 20:45 hour. If you have a connecting flight or any questions, please

approach any ground staff for assistance.”

Announce in the gate hold room the following sentence-

Announcement: ‘“Good evening ladies and gentlemen, this is (name), station manager for Xylophone airlines. The flight XYZ786 to Abracadabra would be expecting a estimated delay of 30 mins due to some technical issues. Passengers are advised to stay in the gate hold room and await for the boarding announcement. Please approach the ground staff if you require any assistance. We apologise for the inconvenience caused.”

Event of further delay

Constantly update the passengers of the current situation. Inform passengers in the event that the delay is extended, they will have to wait longer until the troubleshooting is completed.

Announcement over PA system and gate holding room: “Dear ladies and gentlemen, as Flight XY786 is experiencing a further delay, the Provisional Estimated Time of Departure is now, 2100 hours. We apologise for the inconvenience caused.”

Cargo Side

Contact cargo department to prepare for the unloading of general cargo (15 tonnes) and perishable cargo (5 tonnes) and keep at cargo terminal first. For perishable will be brought back at the cold storage to prevent any damage to quality of food.

Aircraft Ramp Services

Check the aircraft parking bay slots, whether the slot will be exceeded by the time the engine is ready for departure.

Does the aircraft need to be towed to another location

If the delay is prolonged, is there proper security arranged for the parked aircraft?

Station manager at Flight Destination

Inform the SM about the delay and the cause of it

Take note of any connecting flight passengers to provide alternatives for them

Preparation for expected major delays (prepare for worst case scenario)

Check with Airline OCC for a set of spare crews if the event of a major delay.

Contacting hotels to check for availability and booking the hotels to arrange accommodations for passengers.

Make necessary arrangements for 2-way transportations by contacting bus agencies.

Is there a spare aircraft available that can be deployed and how soon?

Announcement: “Good evening ladies and gentlemen, Xylophone airlines flight XYZ786 to Abracadabra is expecting an extended delay where the new estimated departure time would be 8 February, Friday at 0700. Passengers please move over to gate 40 for overnight arrangement by our airline. Please approach the ground staff if you require any assistance. We apologise for the inconvenience caused.”

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Stage 2

Now: 2045

Fault identified

Spares available at Wonder (WXY) Station.

Sent from WXY to XYZ

Reach at 2200 hours.

1 hour of repair work needed

PETD : 2330 hrs

Things to do:

Passengers

Gather all  at holding room

Make announcement:

“Good evening ladies and gentleman. Xylophone airlines flight XY786 to Abracadabra is experiencing a technical issue with the hydraulics system. Due to the issue, we are flying the required spare parts from Wonderful (WXY) station and is expected to reach Xylophone at estimated 2200 hours if there is no delay. Our engineers are working hard to rectify the problem and will begin boarding as soon as the problem has been solved. Until then, please relax and wait for further announcement.”

Passengers that do not wish to fly would be offloaded from the flight. Their baggage would be offloaded as well. They would also receive flight vouchers to use on their next flight with Xylophone Airlines.

First class/ Business/Frequent flyers would be given access to the airline lounges

Passengers are given refreshments in the gate hold room.

Cargo

Contact cargo department to ensure all the cargo are loaded by 2300 hrs

Perishables are unloaded and kept in the cold storage in the Cargo Complex.

Flight crew

Liaise with WXY station manager.

Catering

Check whether condition of the food is spoilt

If spoilt, reorder for new batch and change the current batch

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# data[].attributes.body
1. Tai Yun
2. Samantha
3. Janelle
4. Beckham

----------------------------------------------------

Stage 1: XY786 (XYZ-ABC) - 12hrs - STD2000 -788

@1845 – 1h30 min delay

@1900 – All Check-in & Full load

Flight time: 12 Hours

Crew Flight Time Limit: 16 Hours

Attention please. This announcement is for all passengers on Xylophone Airlines, flight XY786 to Abracadabra. The flight has been delayed due to some last-minute technical difficulties. There has been a hydraulic leak detected in one of the engines. We are currently looking into this matter. We expect the flight to be delayed for a provisional approximate of 1 hr 30 mins. The estimated new departure time would be at 9.30pm. Passengers can proceed to the airline’s lounge located at level two for some light refreshments. We sincerely apologise for any inconvenience caused. Should you require any assistance, please proceed to the airline counter at the gate or transfer area.

Action taken:

Announce that Flight XY786 will depart at 2130 (delay by 1hr – buffer 45 mins)

Tell remaining pax that the flight will be delayed by 1hr30mins and report @ gate at 2130

Allow pax to return to shopping area.

Assist passengers in need- (Buggys for Passengers with mobility needs and assist passengers with infants and pregnant passengers)

Inform Flight Control Centre about the delay so that they will be able to make the necessary changes so that the delays will cause the least possible inconvenience to passengers and as well as the airline’s schedule.

Coordinate passenger onward flights from ABC – Check for any available flights to ABC

Prepare Standby crew if delay continue

Look for Standby aircraft (788) for the flight – Check with FCC for incoming 787 that is available

Look for other flights to ABC to transport perishable Cargo

Hold 5 tonnes of perishable cargos & return to warehouse

Check if there is a need to uplift more fuel to make up for the delay

Contact ABC Station manager about delay and make necessary arrangements for the Inbound flight XY787 back to XYZ

----------------------------------------------------

Stage 2 Crew available at 0700

Check if a Spare aircraft can be deployed

Check if there is available flight to ABC be it company flight/Alliance or codeshare

Deploy more crew to handle the situation, so that they will be able to render assistance if need be.

Check if the crew wants to continue with the flight

-          If ok, Disembark passengers to allow passengers to roam around transit area and offer them vouchers to use and announce new PETD of 0000

-          Provide compensation if needed (US/EU Bound)

Attention please. This announcement is for all passengers on Xylophone airlines flight XY786 to Abracadabra. This is a follow up announcement for the unforeseen delay. Our Engineering and Maintenance team has confirmed the issue in question. Right now, the spare parts are on its way and will arrive at 2200hrs. With that another 2 hours will be needed to fit the parts onto the plane. Thus, the new Provisional Estimated Time of Departure has been set for 0000. We sincerely apologize for any inconvenience caused. Should you require any form of assistance, please feel free to contact any of our staff.

-          If No go, (pass FDL) Disembark all passengers and provide accommodations to the passengers

-          Transportation to transport pax to hotel/ airport hotel

-          Check if there is any flight to ABC and uplift pax & cargo

-          AOG

-          Deploy new crew for the next day

-          New PETD @ 0800

-          New catering for the flight & discard old meals

-          Offload Perishable cargo and place in cold storage / next available flight

-          Inform customers about the delay and apologise & compensate

-          Provide compensation if needed (US/EU Bound)

Announcement: Attention Please, To all Passengers of Xylophone Airlines flight XY786 to report to the gate B1 for an important announcement. We apologise that the flight will not be able to depart today. Please approach any of our staff at the gate for more information. Once again, We deeply apologise for the unforeseen delay.

Inform ABC station manager

Coordinate onward flight @ ABC – inform pax on inbound flight to reach airport @ later timing

# data[].attributes.body
Naufal
Hanif
Ghafoor
Hilman
Nick

Stage 1:

1. Announce to the passengers that there is a technical issue with the aircraft.

“Good Evening Ladies & Gentlemen, Boys & Girls. Due to a technical issue with the aircraft, the STD has been retimed to 21:30 hrs”
2. Announce that the plane is to be delayed for about 1 hour and the flight is retimed to around 2130 hrs.

“Ladies and gentlemen, Boys & Girls, flight number XY786 from XYZ to ABC has been delayed and the estimated departure time is rescheduled to 21 30 hrs. Our customer service agents are on ground to assist you. We apologize for the inconvenience caused. Passengers who have connecting flights from ABC, please approach our ground staff for assistance.
3. Provide passengers with some light meals and refreshments.

“In the meantime, light snacks & beverages will be distributed.”
4. In-flight catering:

Inform Catering department to hold on the meals while the issue is being rectified. Only come near the rescheduled timing
5. Baggages and cargos

Prepare baggage handlers on standby if there is a case where the aircraft need to be grounded, the cargos can be taken out as as soon as possible.
6. Coordinate with other airlines:  Check for availability of seats
7. Prepare spare aircraft if there is a need for the faulty aircraft to be grounded

Stage 2:
1st Option:

Coordinate with other airlines to send the priority passengers off (business class passengers)

2nd Option:

Arrange accomodation/hotels

Arrange transportation

Appoint staffs to guide these passengers through

Announcement:

Change the PETD for the flight to 10 00 hrs  because the FDP of the crew has exceeded

Start at 1900 to 23 30. This means total 4.5 hours. 4.5hrs + 12 hrs = 16.5hrs. Exceed the FDP of 16 hours

Activate hotel rooms for the passengers.

Put 1 staff at least for each hotel passengers so to give rest

Since next available crew is 07 00hrs, we can reschedule flight to 10 00hrs because we need to give the 8 hours rest to passengers

“Good Night Ladies & Gentlemen, for those who are urgent, please approach our ground staff for alternate arrangement”

“For the rest of the passengers, accommodation & transportation has been arranged for you. Light refreshments & vouchers will be given for the meanwhile, once passengers arrive at the hotel, meals will be serve once passengers arrive.”

For those with connecting flights, necessary arrangement will be made for you. Please approach our ground staff who will be waiting at the gate.

Coordinate with ground handlers

Check-in baggage will be stored in the early baggage storage system. Passengers will just bring their hand luggage with them.

Coordinate with immigration, providing temporary entry pass for these passengers who have to return to hotels for accommodation

Coordinate with cargo department:

Store them or transport them on another aircraft depending on priority

Baggage handlers to be deploy for the case of grounded flight and to be stored in the baggage storage area and to be given out basic needs for the passengers for their stay at the hotel for the meanwhile.

Arrange and prepare the standby crews for the flight the next day.

Prepare the catering for the next day flight

# data[].attributes.body
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