Contingency Plan for Lengthy Tarmac Delays
Overview
Before delays occur, Iceland Express has a comprehensive plan designed to forecast and adjust to operational challenges and minimize lengthy delays while passengers are on board the aircraft. The Commercial Operations Control Center (COCC) at Iceland Express’s headquarters is responsible for the daily execution of this plan, while keeping in mind the safety and well being of our customers
The Department of Transportation's (DOT) tarmac delay rule establishes hard time limits for tarmac delays. Iceland Express's plan meets or exceeds all limits imposed by this ruling. Iceland Express has developed a detailed plan, with established trigger points, to account for those times when unforeseen constraints have caused taxi delays. The following exceptions to the hard time limits apply to domestic and international flights:
- > Safety or security reasons
- > Air Traffic Control (ATC) advises the pilot-in-command that returning to the terminal would disrupt airport operations
Plan Requirements
Iceland Express's contingency plan assures that Iceland Express has sufficient resources and will meet the requirements of the DOT for extended tarmac delays, including diversions. This includes the self-imposed limit of four hours for international flights. This plan ensures that Iceland Express will meet or exceed specified guidance as it pertains to provisioning, as follows: adequate food and potable water no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of an arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service; operable lavatory facilities; medical attention; and other customer comfort needs. This plan has been coordinated with all airport authorities, as specified below.
Responsibility
The Commercial Operations Control Center (COCC) is responsible for the management and quality of the plan. The decision-making for this plan lies within the COCC. Airport Customer Service (ACS), Flight Operations and In-Flight Service will carry out the plan at the station and flight level.
Station Plan
The plan builds upon the standard operating procedures now in place to handle extended on-board delays and diversions. All stations have identified resources and developed procedures that will allow them to effectively bring a plane off the runway and open the door, giving the passengers the opportunity to deplane within specified time limits.
Individual station plans should allow at least 30 minutes (or as much as 60 minutes at larger stations) to complete the task of returning to the gate and deplaning.
All Stations have coordinated plans with Airport Operations and local governmental agencies to meet the tarmac-delay rule's requirements. This includes back-up methods for inoperative equipment and the provisioning and servicing of aircraft.
Customer service divisions have prepared gate announcements to be used as appropriate, based on the situation. The announcements will:
- > Identify the reason for the delay and tentative departure time
- > Explain boarding strategy
- > Explain the possible effect of the DOT's tarmac delay rule
Throughout the flight delay, communication between Iceland Express's Commercial Operations Control Center (COCC) and the flight crew will be continual. Both the COCC and flight crew will monitor the general environment and "mood" of the customers at all times. Iceland Express will make decisions for the well-being of all customers aboard the affected flight.