@1845 – 1h30 min delay 

@1900 – All Check-in & Full load 

Flight time: 12 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 

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

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)

-          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)

Inform ABC station manager

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

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

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.”

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.”

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.”

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. 

-----------------------------------------------------------------
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:

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.

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

 

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

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 

 

“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: 

 

 

2nd Option: 

 

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.