Reserve Crew Management
Crew Management › Crew Day-of-Operations · 18 L4 steps · 6 phases · 9 decision gates · Updated 2026-03-19 10:33
📊
Process Flow Diagram (BPMN)
📋
L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Compute reserve coverage requirements by base | Crew Planning Analyst | Jeppesen Crew Management | Historical sick-call rates, IROPS frequency data, scheduled pairing volume | Reserve pool size targets by base, fleet type, and crew position | Reserve callout success rate ≥95% within 60 min; reserve buffer ≥110% of forecast open duties | N | N |
| 1.2 | Allocate reserve positions per CBA obligations | Crew Planning Analyst | Jeppesen Crew Management | Reserve coverage targets, collective bargaining agreement (CBA) reserve-day ratios | Reserve allocation roster by base, fleet, and crew position (Captain / FO / FA) | CBA compliance rate 100%; reserve allocation published ≥72 hours before period start | N | N |
| 1.3 | Validate reserve pool adequacy vs. coverage model | Crew Planning Manager | Jeppesen Crew Management | Reserve allocation roster, demand forecast, known vacation/training commitments | Approved reserve pool plan or escalation to Director of Crew Scheduling | Reserve pool adequacy score ≥90% across all bases; gap closure within 48 hours of identification | Y | N |
Phase 2 2.1 |
Detect open crew position from absence or IROPS | Crew Scheduler | Jeppesen Crew Management | Real-time crew absence notification (sick call, no-show), flight disruption alert from NOC | Open duty record with flight ID, departure time, required crew position, and base | Open duty detection latency ≤10 min from absence notification; 100% of open duties logged before T-90 min departure | N | Y |
| 2.2 | Query available reserve crew by qualification match | Crew Scheduler | Jeppesen Crew Management | Open duty requirements (base, fleet type, position), current reserve availability roster | Ranked shortlist of available reserves sorted by CBA callout obligation (earliest callout first) | Query response time ≤2 min; shortlist generated for 100% of open duties before callout initiation | N | N |
| 2.3 | Initiate automated reserve callout sequence | Crew Scheduler | IBS Software iCrew (automated callout module) | Ranked reserve shortlist, open duty details (flight, departure, report time) | Callout attempt log; crew acceptance or declination response captured | Reserve answer rate ≥85% within 30 min of first callout; callout-to-assignment cycle ≤45 min | Y | Y |
| 2.4 | Escalate to secondary reserve or open-time board | Crew Scheduling Manager | Jeppesen Crew Management | Failed callout log, remaining eligible reserve list, CBA open-time posting rules | Secondary callout initiated or duty posted to open-time voluntary pickup board | Secondary escalation resolution ≤45 min; open-time fill rate ≥70% within 60 min of posting | Y | Y |
Phase 3 3.1 |
Validate FAR Part 117 rest requirements | Crew Scheduler | Jeppesen Crew Management (legality engine) | Reserve crew duty history, callout date/time, proposed report time, cumulative flight duty period | Legality check result (legal / illegal); disqualification flag with violation code if illegal | Legality check completion ≤1 min per crew member; 0 illegal pairings assigned per month | Y | Y |
| 3.2 | Verify aircraft type currency and recency | Crew Scheduler | Jeppesen Crew Management (qualifications module) | Reserve crew qualification record, assigned aircraft type, last operating date, training records feed from LMS | Currency and recency confirmation or disqualification flag with expiry date | Zero misassignment events due to lapsed currency; qualification check latency ≤1 min | Y | Y |
| 3.3 | Confirm route-specific qualifications (ETOPS/special airports) | Crew Scheduler | Jeppesen Crew Management | Assigned flight route, special qualification requirements (ETOPS, high-altitude, noise-sensitive airports), crew qualification record | Route qualification confirmed or reassignment required with reason code | Zero ETOPS qualification violations; 100% route compliance rate | N | Y |
Phase 4 4.1 |
Assign reserve crew to open duty in system | Crew Scheduler | Jeppesen Crew Management | Validated crew record, open duty ID, legality and qualification confirmation | Confirmed crew assignment; updated roster visible to crew, airport ops, and dispatch | Assignment completion ≤5 min from legality confirmation; roster visibility propagated to all systems ≤2 min post-assignment | N | Y |
| 4.2 | Notify reserve crew via mobile push notification | Jeppesen Crew Management (automated) | IBS Software iCrew (mobile crew app) | Confirmed assignment record (flight, report time, gate, hotel/transport if applicable) | Push notification delivered to crew device; crew digital acknowledgment captured | Notification delivery ≤2 min of assignment; crew acknowledgment receipt rate ≥92% within 15 min | Y | Y |
| 4.3 | Brief crew on flight plan, NOTAMs, and special conditions | Crew Dispatcher | Jeppesen FliteDeck (EFB) | Flight plan package, NOTAM briefing pack, weather advisory, airport operational notices | Crew briefed and sign-off recorded; briefing record logged with timestamp | Briefing completion ≥30 min prior to departure for 100% of reserve activations; zero regulatory briefing compliance failures | N | N |
Phase 5 5.1 |
Monitor reserve pool utilization in real time | Crew Scheduling Manager | Jeppesen Crew Management (live dashboard) | Live reserve assignment data, remaining available reserves by base and fleet type | Reserve utilization dashboard; automated alert triggered at depletion threshold breach | Alert triggered when available reserves ≤20% of pool; dashboard refresh interval ≤5 min | Y | N |
| 5.2 | Post voluntary extension offer to open-time board | Crew Scheduling Manager | IBS Software iCrew (open-time posting) + Jeppesen Crew Management | Pool depletion alert, CBA voluntary overtime eligibility rules, remaining open duties | Voluntary extension offers posted and crew responses captured; coverage gap delta updated | Voluntary coverage fill rate ≥70% within 60 min of posting; overtime authorisation cycle ≤15 min | Y | Y |
| 5.3 | Escalate unresolved open duties to NOC for cancellation decision | Director of Crew Scheduling | SITA Airport Management System (AMS) + NOC Operations Board | Unresolved open duty list, remaining reserve pool status, downstream flight impact assessment | NOC decision: cancel flight, sub-fleet, or continue with substitution plan; cancellation record logged | Escalation-to-decision cycle ≤30 min; cancellation decision communicated to all stakeholders ≤10 min post-decision | Y | Y |
Phase 6 6.1 |
Update FTL and fatigue counters post-reserve duty | Crew Records Analyst | Jeppesen Crew Management | Completed duty log, actual block hours, actual duty period start/end times | Updated crew flight time limitation (FTL) records, cumulative fatigue counters, rest period start | FTL record update SLA ≤4 hours post-duty completion; 100% record accuracy verified by audit | N | Y |
| 6.2 | Analyse reserve utilisation metrics for planning feedback | Crew Planning Analyst | AWS Redshift + Tableau | Reserve duty assignment history, callout response logs, pool depletion events, IROPS correlation data | Monthly reserve utilisation report with callout success trends and pool size recommendations | Monthly report delivered within 5 business days of period close; callout success rate trend ≥95%; report consumed in next planning cycle within 30 days | N | N |
📋