CM-10 · Crew Disruption Recovery & Re-pairing

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Monitor flight disruption alerts	Crew Scheduling Controller	Jeppesen Crew Management	OTP delay/cancel alerts from airport ops or ATC; Altéa PSS flight status feed	Disruption event record opened in crew tracking system	Detection-to-action time ≤10 min; alert integration latency ≤5 min	N	N
1.2	Classify disruption type and scope	Crew Scheduling Controller	Jeppesen Crew Management + SITA Airport Management System (AMS)	Flight status updates, weather NOTAMs, ATC delay codes	Disruption classification record: type (delay/cancel/divert), scope (isolated/systemic), affected flight list	Classification accuracy ≥95%; classification time ≤5 min	Y	N
1.3	Extract affected crew roster	Crew Scheduling Controller	Jeppesen Crew Management	Disruption classification, impacted flight list	Affected crew list with current duty status, rest period elapsed, and home base	Roster extraction time ≤5 min; crew data accuracy ≥98%	N	Y
Phase 2 2.1	Validate FAR Part 117 duty time status	Crew Compliance Analyst	Jeppesen Crew Management	Affected crew list; current cumulative duty times; rest period records	Compliance status matrix per crew member: legal / marginal / illegal with hours remaining	Duty time calculation accuracy 100%; 0 regulatory violations per post-flight audit	Y	N
2.2	Check crew qualifications and type ratings	Crew Scheduling Controller	Jeppesen Crew Management	Affected crew list; aircraft types on disrupted and recovery routes	Crew qualification match matrix; list of crew with type rating mismatches	Qualification verification ≤3 min per crew member; 0 unqualified crew assigned	N	Y
2.3	Identify available reserve crew resources	Reserve Crew Coordinator	Jeppesen Crew Management	Reserve crew duty board; crew availability calendar; standby call-out rules (CBA)	Available reserve crew list ranked by seniority, duty legality, and base proximity	Reserve utilization rate ≤85% to maintain buffer; reserve call-out success rate ≥90%	Y	N
Phase 3 3.1	Run automated re-pairing optimizer	Crew Scheduling Controller	Jeppesen Crew Management	Available crew pool (legal, qualified, available); disrupted pairing list; revised flight schedule	Proposed re-pairing solution set with cost scores and legality flags	Optimizer run time ≤8 min; automated solution coverage ≥95% of disrupted pairings	N	N
3.2	Evaluate deadhead and positioning options	Crew Scheduling Controller	Jeppesen Crew Management + Amadeus Altéa PSS	Proposed re-pairing solution; available seat inventory on required flights	Deadhead bookings confirmed or rejected; adjusted re-pairing plan with positioning costs	Deadhead seat availability rate ≥70%; deadhead cost per re-pairing ≤$800	Y	Y
3.3	Apply manual overrides for exceptional cases	Senior Crew Scheduling Manager	Jeppesen Crew Management	Optimizer solution gaps; exceptional crew constraints (compassionate leave, training conflicts)	Manually adjusted re-pairing with override justification log and authorisation code	Manual override rate ≤15% of total re-pairings; override documentation compliance 100%	Y	Y
Phase 4 4.1	Validate full re-pairing plan legality	Crew Compliance Analyst	Jeppesen Crew Management	Final re-pairing plan including all manual overrides	Legality validation report with pass/fail per assignment and FAR Part 117 reference citations	100% compliance pass rate before plan activation; 0 post-departure duty violations	Y	N
4.2	Assess CBA cost impact and premium pay flags	Crew Cost Analyst	Jeppesen Crew Management + SAP S/4HANA Finance (FI/CO)	Approved re-pairing plan; crew pay rules from collective bargaining agreement	Estimated re-pairing cost vs. baseline pairing cost; premium pay flags (missed trip, deadhead, min-day guarantee)	Re-pairing cost premium ≤$1,200 per disrupted pairing; CBA rule flag accuracy ≥98%	N	Y
Phase 5 5.1	Notify affected crew via CrewConnect and ACARS	Crew Scheduling Controller	Jeppesen CrewConnect mobile app + Telex/SITA ACARS	Finalised re-pairing assignments; crew contact details; estimated report times	Push notifications and duty change messages delivered; crew acknowledgment timer started	Notification delivery rate ≥98%; crew acknowledgment within 30 min for ≥85% of assignments	N	Y
5.2	Confirm crew acknowledgment and acceptance	Crew Scheduling Controller	Jeppesen CrewConnect mobile app	Notification delivery confirmation; crew response (accept/reject with reason code)	Confirmed duty acceptance log or rejection record with CBA reason code	Crew acceptance rate on first notification ≥80%; escalation rate ≤20%	Y	Y
5.3	Escalate unresolved crew assignments	Chief Crew Scheduling Officer	Jeppesen Crew Management + airline labour relations tracking system	Non-accepted assignment records; union contact roster; operational contingency options	Escalated case record; alternative crew sourced or operational contingency activated (delay/cancel flight)	Escalation resolution time ≤60 min; crew replacement sourced within 90 min of escalation	Y	Y
Phase 6 6.1	Monitor re-pairing execution in real-time	Crew Scheduling Controller	Jeppesen Crew Management + SITA Airport Management System (AMS)	Live flight status updates; crew check-in confirmations; gate and stand assignments	Execution status dashboard with exception flags for late crew, missed check-ins, and gate conflicts	Re-pairing execution compliance rate ≥92%; real-time tracking lag ≤5 min	Y	N
6.2	Update crew records and close disruption event	Crew Records Administrator	Jeppesen Crew Management + SAP SuccessFactors	Completed re-pairing execution log; final duty times; hotel and transport receipts	Updated crew records (cumulative duty, pay events, pairing history); disruption closure report with root cause tag	Record update within 2 hours of final flight completion; data accuracy ≥99.5%; pay discrepancy rate ≤0.5%	N	Y

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Process Attributes

Identification

Process IDCM-10

L1 DomainCrew Management

L2 ProcessCrew Day-of-Operations

L3 NameCrew Disruption Recovery & Re-pairing

L4 Steps16 across 6 phases

Decision Gates9 (all with iteration loops)

Exceptions9 documented

Swim Lanes (Roles)

Crew Scheduling Controller

Crew Compliance Analyst

Reserve Crew Coordinator

Senior Crew Scheduling Manager

Crew Cost Analyst

Chief Crew Scheduling Officer

Crew Records Administrator

Systems & Tools

Jeppesen Crew ManagementJeppesen Crew Management + SITA Airport Management System (AMS)Jeppesen Crew Management + Amadeus Altéa PSSJeppesen Crew Management + SAP S/4HANA Finance (FI/CO)Jeppesen CrewConnect mobile app + Telex/SITA ACARSJeppesen CrewConnect mobile appJeppesen Crew Management + airline labour relations tracking systemJeppesen Crew Management + SAP SuccessFactors

Key Performance Indicators

Monitor flight disruption alertsDetection-to-action time ≤10 min; alert integration latency ≤5 min

Classify disruption type and scopeClassification accuracy ≥95%; classification time ≤5 min

Extract affected crew rosterRoster extraction time ≤5 min; crew data accuracy ≥98%

Validate FAR Part 117 duty time statusDuty time calculation accuracy 100%; 0 regulatory violations per post-flight audit

Check crew qualifications and type ratingsQualification verification ≤3 min per crew member; 0 unqualified crew assigned

Identify available reserve crew resourcesReserve utilization rate ≤85% to maintain buffer; reserve call-out success rate ≥90%

Run automated re-pairing optimizerOptimizer run time ≤8 min; automated solution coverage ≥95% of disrupted pairings

Evaluate deadhead and positioning optionsDeadhead seat availability rate ≥70%; deadhead cost per re-pairing ≤$800

Airline-Specific Risks & Pain Points

Altéa PSS and Jeppesen do not sync in real-time; 5–15 min lag in crew impact visibility causes delayed recovery initiation

Weather-driven systemic disruptions affecting 50+ crew members simultaneously overwhelm manual classification; no automated severity scoring in Jeppesen

Crew position data lags if crew fail to check in via mobile app; roster inaccuracies force manual verification calls adding 10–20 min

FAR Part 117 augmented crew provisions and cumulative fatigue risk calculations are complex; manual overrides risk non-compliance and FAA enforcement action

Narrowbody/widebody type rating mismatches restrict recovery options on mixed fleets; qualification database refresh latency causes stale records

Reserve pool depletion during systemic weather events; seniority-driven CBA bidding limits scheduling flexibility and overrides optimizer suggestions

Inputs / Outputs

Primary InputOTP delay/cancel alerts from airport ops or ATC; Altéa PSS flight status feed

Primary OutputUpdated crew records (cumulative duty, pay events, pairing history); disruption closure report with root cause tag

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