AirEuropa

Baggage / Pets

Contingency Plan for Lengthy Tarmac Delays.

Last Updated: August 11, 2011

Overview

Before delays occur, Air Europa has a comprehensive plan designed to forecast and adjust to operational challenges and minimize lengthy delays while passengers are on board the aircraft. The Operations Control Center (OCC) at Air Europa’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. Air Europa’s plan meets or exceeds all limits imposed by this ruling. Air Europa 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 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

Air Europa’s contingency plan assures that Air Europa has sufficient resources and will meet the requirements of the DOT for extended tarmac delays, including diversions. This includes the 4 hours for international flights time limit.

This plan ensures that Air Europa 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 Operations Control Center (OCC) is responsible for the management and quality of the plan. The decision-making for this plan lies within the OCC. Swissport Customer Service, Flight Operations and In-Flight Service and Global Security 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 an Aircraft off the runway and open the door, giving the passengers the opportunity to deplane within specified time limits.

Stations will assure that diversions are given the same priority as other taxi delays, meaning passenger egress will be allowed prior to the 4-hour mark (4 hours for international flights). 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 Air Europa’s Operations Control Center (OCC) and the flight crew will be continual. Both the OCC and flight crew will monitor the general environment and "mood" of the customers at all times. Air Europa will make decisions for the well-being of all customers aboard the affected flight.