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What is Disruption or Unplanned Schedule Change?
Flight Changes initiated by Operations Control Centre Team (OCC) in the Movement Manager System.
Why is it happening?
Inclement Weather
Environmental Factors (e.g. Natural Disasters)
Crewing – All flights have a minimum number of cabin crew required to provide a quality, safe in flight experience
Runway Restrictions
Air Traffic control restrictions
Aircraft maintenance/Engineering requirements.
Schedule alignment to compliment alliance partner’s schedules.
Changes to the schedule of our alliance partners.
Oversold flight.
Payload restrictions - Weight limits are placed on an aircraft as a result of a large quantity of freight booked, weather conditions that require the carriage of additional fuel or a port that has a short runway where the forecast is to be wet.
What is the difference between accountable and non-accountable?
Accountable – required, expected or liable to action due to events within our control
Non-Accountable – Non liable due to events that are beyond our control
How will you identify if the guest is impacted by Schedule Change?
Check remarks if there is an automated notification stamped
Check history for the flight status code changes
Check Queue History
Check iGo
How can we assist our guests?
Empathise and acknowledge guest concern
Use Standard Disruption Guidelines Action Matrix
If not suitable, offer alternative service to the guest
What is the difference between Standard Disruption Guidelines and Commercial Policy?
Standard Disruption Guidelines provide solutions applicable for all agents to assist customers who have been impacted by a flight disruption. The guidelines, as well as the fare rules are applied for the specific disruption scenarios unless a Commercial Policy is introduced.
When do you think this may happen?
May occur 0-72hours prior to flight departure
What process steps do we need to follow if there is no suitable recovery available or if the guest chooses not to travel?
Delete the flight from the itinerary
Offer Refund or Cancellation