FO-10 · Diversion & Emergency Response Management

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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 real-time ACARS & ACMS flight alerts	NOC Operations Controller	Telex / SITA ACARS	Continuous ACARS datalink messages, ACMS fault codes, crew SELCAL calls	Confirmed irregularity event record in NOC operations log	Alert acknowledgement within 2 minutes of ACARS receipt; 100% alert capture rate	N	N
1.2	Classify emergency type and severity level	NOC Operations Controller	Sabre AirCentre Operations	ACARS alert, pilot voice report via Telex/SITA ACARS or VHF relay, flight plan data	Emergency classification (Medical / Mechanical / Weather / Security / Other) and severity (Level 1–3) logged in OCC system	Classification completed within 5 minutes of initial alert; misclassification rate <1%	N	Y
1.3	Determine if full emergency declaration is required	NOC Duty Manager	Sabre AirCentre Operations	Emergency classification, aircraft type performance limits, crew request	Go / No-Go decision for emergency declaration; Emergency Response Plan activation trigger	Decision latency <3 minutes from classification; 0 missed full-emergency escalations	Y	N
Phase 2 2.1	Identify candidate diversion airports and performance data	Flight Dispatcher	NAVBLUE	Aircraft current position, fuel state, emergency type, weather METARs/TAFs	Ranked list of suitable alternate airports with runway performance calculations and estimated fuel on arrival	Alternate identification completed within 5 minutes; fuel calculation accuracy ±50 kg	N	N
2.2	Evaluate diversion airport suitability and slot availability	Flight Dispatcher	Honeywell GoDirect	Candidate airport list, aircraft MTOW, runway length/PCN data, weather forecasts, slot constraints	Approved diversion airport with confirmed runway compatibility, available ground services, and weather minima	Evaluation complete within 4 minutes; 100% runway compatibility verified before recommendation	N	Y
2.3	Confirm diversion decision and alternate airport selection	NOC Duty Manager	Sabre AirCentre Operations	Dispatcher recommendation, fuel state, medical urgency (if applicable), crew preference	Confirmed diversion instruction logged in OCC; crew notified via ACARS and voice	Diversion instruction transmitted to crew within 10 minutes of initial alert; 0 diversions to airports with insufficient runway performance	Y	N
2.4	Coordinate ATC diversion clearance via datalink	Flight Dispatcher	Telex / SITA ACARS	Confirmed diversion airport, squawk code (7700/7600/7500), current ATC sector	ATC diversion clearance received; amended flight plan filed; OOOI update transmitted	ATC clearance obtained within 3 minutes of diversion decision; 100% amended flight plan filed within 5 minutes	N	Y
Phase 3 3.1	Activate Emergency Response Plan and notify ERT	NOC Duty Manager	Sabre AirCentre Operations	Confirmed emergency declaration, incident classification, ERP checklist	Emergency Response Team assembled; checklist activated; notification log initiated	ERP activation within 5 minutes of emergency declaration; 100% of required ERT contacts notified within 10 minutes	N	N
3.2	Alert ARFF, medical, and emergency services at diversion airport	NOC Station Coordinator	SITA Airport Management System (AMS)	Confirmed diversion airport, flight number, aircraft type, number of passengers, nature of emergency	ARFF category confirmed; medical standby ordered; airport operations alerted; AMS event record created	Diversion airport notified within 5 minutes of diversion decision; ARFF on standby confirmed ≥15 minutes before estimated landing	N	Y
3.3	Determine if hospital transfer or specialist medical support needed	NOC Medical Liaison / Duty Manager	Sabre AirCentre Operations	Cabin crew medical report via ACARS, MedLink or equivalent in-flight medical advisory service output	EMS / ambulance request confirmed or waived; hospital pre-notification triggered if required	Medical severity determination within 5 minutes of crew report; EMS request placed ≥20 minutes before landing for Level 1 medical events	Y	Y
3.4	Notify regulatory authorities per emergency event type	NOC Duty Manager	Sabre AirCentre Operations	Emergency type, squawk code used, aircraft registration, event timeline	FAA ATC notification confirmed; NTSB/AAIB preliminary notification filed if required; airline safety officer looped in	Regulatory notification completed within 30 minutes of event; 100% compliance with ICAO Annex 13 / FAR Part 830 reporting timelines	N	Y
Phase 4 4.1	Reserve gate, parking, and coordinate ground handling at diversion airport	NOC Station Coordinator	SITA Airport Management System (AMS)	Aircraft type, estimated arrival time, passenger count, special handling requirements	Gate or remote stand assigned; ground handling agent notified; fuel order placed if required; PRM assistance requested	Ground handling confirmation received ≥20 minutes before estimated landing; 100% PRM passengers pre-identified and notified to handler	N	Y
4.2	Arrange immediate passenger care and amenity provision	NOC Passenger Services Coordinator	Amadeus Altéa PSS	Passenger manifest, diversion airport facilities, estimated delay duration, special needs passengers flagged	Passenger care plan activated (meals, accommodation vouchers, transport); unaccompanied minor and MEDA passengers prioritised	Passenger care plan communicated to diversion station within 30 minutes of landing; vouchers issued within 1 hour per EC261/DOT consumer protection requirements	N	Y
4.3	Assess whether passengers can continue on diverted aircraft	NOC Duty Manager	Sabre AirCentre Operations	Aircraft technical status, crew remaining duty time, fuel state, ATC slot availability, estimated delay	Go / No-Go decision to continue flight on same aircraft; if No-Go, recovery plan initiated	Continue / cancel decision communicated to passengers within 45 minutes of landing; 0 illegal crew departures approved	Y	N
4.4	Rebook affected passengers on next available services	NOC Passenger Services Coordinator	Amadeus Altéa PSS	Passenger manifest, destination, next available flight inventory, interline agreements	Rebooking confirmations issued; PNR updated; boarding passes reissued; IROPS waiver applied	100% of affected passengers rebooked within 2 hours of diversion landing; involuntary reroute documented for EU261/DOT compensation tracking	N	Y
Phase 5 5.1	Verify crew duty time legality for continued or return operations	Crew Control Officer	Jeppesen Crew Management	Crew sign-on times, actual block hours flown, rest requirements under FAR Part 117 / EASA FTL	Crew legality assessment report; approved continuation or rest requirement logged	Legality check completed within 30 minutes of diversion landing; 0 regulatory FTL violations incurred	Y	N
5.2	Source and position relief crew if original crew is illegal	Crew Control Officer	Jeppesen Crew Management	Crew illegality flag, diversion airport location, reserve crew availability, positioning options	Relief crew identified and travel confirmed; estimated time to diversion airport logged in OCC	Relief crew identified within 1 hour of illegality determination; positioning confirmed within 2 hours	N	Y
5.3	Assess aircraft airworthiness and coordinate maintenance release	Line Maintenance Controller	AMOS by Swiss AviationSoftware	ACMS fault data, MEL/CDL checks, maintenance release requirements at diversion airport	Aircraft serviceability determination; maintenance work order raised if defect found; Return-to-Service sign-off or AOG declared	Initial airworthiness assessment within 60 minutes of landing; AMOS work order raised within 15 minutes of defect confirmation	N	Y
5.4	Submit incident report and complete post-event regulatory filings	NOC Safety Officer	Sabre AirCentre Operations	Full event timeline, ATC comms log, crew statements, maintenance findings, passenger impact data	Internal incident report filed; mandatory regulatory reports submitted (FAA MOR, ASIAS, ICAO occurrence report); lessons-learned triggered	Internal report completed within 24 hours; FAA Mandatory Occurrence Report filed within 72 hours per FAR Part 830; 100% of required attachments included	N	N

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Process Attributes

Identification

Process IDFO-10

L1 DomainFlight Operations

L2 ProcessNetwork Operations Control

L3 NameDiversion & Emergency Response Management

L4 Steps19 across 5 phases

Decision Gates5 (all with iteration loops)

Exceptions11 documented

Swim Lanes (Roles)

NOC Operations Controller

NOC Duty Manager

Flight Dispatcher

NOC Station Coordinator

NOC Medical Liaison / Duty Manager

NOC Passenger Services Coordinator

Crew Control Officer

Line Maintenance Controller

NOC Safety Officer

Systems & Tools

Telex / SITA ACARSSabre AirCentre OperationsNAVBLUEHoneywell GoDirectSITA Airport Management System (AMS)Amadeus Altéa PSSJeppesen Crew ManagementAMOS by Swiss AviationSoftware

Key Performance Indicators

Monitor real-time ACARS & ACMS flight alertsAlert acknowledgement within 2 minutes of ACARS receipt; 100% alert capture rate

Classify emergency type and severity levelClassification completed within 5 minutes of initial alert; misclassification rate <1%

Determine if full emergency declaration is requiredDecision latency <3 minutes from classification; 0 missed full-emergency escalations

Identify candidate diversion airports and performance dataAlternate identification completed within 5 minutes; fuel calculation accuracy ±50 kg

Evaluate diversion airport suitability and slot availabilityEvaluation complete within 4 minutes; 100% runway compatibility verified before recommendation

Confirm diversion decision and alternate airport selectionDiversion instruction transmitted to crew within 10 minutes of initial alert; 0 diversions to airports with insufficient runway performance

Coordinate ATC diversion clearance via datalinkATC clearance obtained within 3 minutes of diversion decision; 100% amended flight plan filed within 5 minutes

Activate Emergency Response Plan and notify ERTERP activation within 5 minutes of emergency declaration; 100% of required ERT contacts notified within 10 minutes

Airline-Specific Risks & Pain Points

High ACARS message volume creates noise; controllers must distinguish genuine emergencies from routine fault codes without cockpit confirmation — risk of delayed response during shift handover

Ambiguous early reports from cockpit force controllers to act on incomplete information; multi-type events (e.g. medical + mechanical) may be misclassified, delaying correct response track

Ambiguity in Level 2 events where crew has not declared Mayday/Pan-Pan; NOC may under-declare to avoid costly ARFF standby fees, creating liability exposure if situation worsens

Real-time runway contamination and NOTAM status not always reflected immediately in NAVBLUE; stale NOTAMs risk selecting an airport with active runway closure

Coordinated airports (Level 3) require slot approval that cannot be obtained in real-time during emergency — dispatcher must accept non-compliance risk and coordinate retroactively with slot coordinator

Crew and NOC may disagree on preferred alternate; without clear authority hierarchy in SOPs this creates delay — particularly when crew has elected an airport not on the approved alternate list

Inputs / Outputs

Primary InputContinuous ACARS datalink messages, ACMS fault codes, crew SELCAL calls

Primary OutputInternal incident report filed; mandatory regulatory reports submitted (FAA MOR, ASIAS, ICAO occurrence report); lessons-learned triggered

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