Passenger Disruption Handling (IRROP)
Ground Operations & Airport Services › Airport & Gate Management · 19 L4 steps · 6 phases · 7 decision gates · Updated 2026-03-19 14:08
📊
Process Flow Diagram (BPMN)
📋
L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Receive IRROP alert from Operations Control Centre | Airport Operations Controller | SITA Airport Management System (AMS) | OCC disruption notification (weather, ATC, mechanical, or crew IRROP) | IRROP event record opened in AMS with timestamp and flight reference | Alert-to-acknowledgement time ≤5 min | N | Y |
| 1.2 | Classify disruption type and assign severity tier | Airport Operations Controller | SITA Airport Management System (AMS) | IRROP alert with reason code (WX, ATC, MX, CREW, OPS) | Severity tier (Tier 1: delay <2 hrs; Tier 2: delay 2–4 hrs; Tier 3: cancellation/diversion) logged in AMS | Classification accuracy ≥95% (validated vs. final outcome) | Y | N |
| 1.3 | Confirm affected flight status in Amadeus Altéa PSS | Passenger Services Supervisor | Amadeus Altéa PSS | Flight number, departure date, disruption severity tier | Flight record locked for IRROP processing; passenger count confirmed | Manifest retrieval time ≤2 min from alert | N | Y |
Phase 2 2.1 |
Extract full passenger manifest for affected flight | Passenger Services Agent | Amadeus Altéa Departure Control (DCS) | Locked flight record in Altéa PSS | Full passenger manifest with PNR, contact details, connection itineraries, and ancillary services | Manifest extraction completeness 100% of checked-in and booked passengers | N | Y |
| 2.2 | Flag PRM, UM, and MAAS passengers requiring priority handling | Special Assistance Coordinator | Amadeus Altéa PSS | Passenger manifest with SSR codes (WCHR, WCHC, UM, MAAS, MEDA) | Priority handling list dispatched to special assistance team and gate supervisor | 100% of SSR-flagged passengers identified before rebooking batch runs | Y | Y |
| 2.3 | Determine EU261 / DOT compensation threshold applicability | Passenger Services Supervisor | Amadeus Altéa PSS | Delay duration, disruption cause code, origin/destination jurisdiction, fare class | Compensation eligibility flag per passenger (EU261 / DOT Part 250 / no entitlement) | Eligibility determination completed before rebooking batch execution | Y | Y |
Phase 3 3.1 |
Execute automated mass rebooking via Altéa Inventory | Passenger Services Supervisor | Amadeus Altéa Inventory | Affected passenger manifest, compensation eligibility flags, available seat inventory on alternate flights | Automated rebooking records for ≥70% of affected passengers on next-available services | Auto-rebook success rate ≥70% of affected PAX; batch processing time ≤15 min | Y | N |
| 3.2 | Identify and triage rebooking conflicts and seat oversells | Revenue Management Analyst | Amadeus Revenue Management (NRM) | Mass rebooking output; oversell alerts from Altéa Inventory | Conflict list with oversell count per flight, voluntary upgrade candidates, and interline options | Oversell resolution time ≤30 min; upgrade/interline acceptance rate ≥60% | Y | Y |
| 3.3 | Manually rebook complex and unresolvable itineraries | Senior Passenger Services Agent | Amadeus Altéa PSS | Conflict list from Step 3.2; interline partner availability via Sabre GDS or Travelport GDS | Confirmed alternate itinerary per complex passenger; interline endorsement where required | Manual rebook completion ≤60 min from conflict identification | N | Y |
| 3.4 | Issue new boarding passes and update ancillary entitlements | Passenger Services Agent | Amadeus Altéa Departure Control (DCS) | Confirmed new itinerary records; pre-paid ancillaries (seat, bag, meal) on original booking | New boarding passes issued; ancillaries transferred or refund flag set | Boarding pass issuance ≤5 min per passenger post-rebooking confirmation | N | Y |
Phase 4 4.1 |
Trigger automated SMS and email notifications to affected PAX | Passenger Services Supervisor | Amadeus Altéa PSS (Notification Engine) | Confirmed rebooking records; passenger contact data; disruption reason code | Outbound SMS/email sent to all passengers with new itinerary details and self-service rebooking link | Notification delivery rate ≥95% within 10 min of rebooking confirmation | Y | Y |
| 4.2 | Update FIDS and gate display boards with disruption status | Airport Operations Controller | SITA Airport Management System (AMS) | Disruption classification, new departure time or cancellation flag, alternate gate assignments | FIDS and gate display boards updated; PA announcement script generated for gate agents | FIDS update within 3 min of disruption classification confirmation | N | Y |
| 4.3 | Brief gate agents and customer service desk on disruption status | Passenger Services Supervisor | SITA Airport Management System (AMS) | Disruption ops log from AMS; rebooking summary from Altéa | Agent briefing completed; customer service desks staffed and equipped with voucher stock | Agent briefing completion ≤10 min from IRROP classification | N | Y |
Phase 5 5.1 |
Assess duty-of-care entitlements by delay duration and cause | Passenger Services Supervisor | Amadeus Altéa PSS | EU261/DOT eligibility flags from Step 2.3; confirmed delay/cancellation duration | Duty-of-care entitlement matrix per passenger (meals at 2 hrs, hotel at 4 hrs overnight, transport) | Entitlement assessment completed within 15 min of Tier 2/3 classification | Y | N |
| 5.2 | Issue meal and hotel vouchers to entitled passengers | Passenger Services Agent | Voucher Management System (VMS) | Duty-of-care entitlement matrix; passenger count by entitlement tier | Meal and hotel vouchers issued; voucher serial numbers logged against PNR for cost recovery | Voucher issuance rate ≥90% of entitled passengers within 30 min of threshold trigger | N | Y |
| 5.3 | Manage passenger queue flow at rebooking and check-in desks | Passenger Services Supervisor | SITA Airport Management System (AMS) | Volume of unreboooked passengers at gate; staffing plan from AMS resource module | Queue management plan activated; overflow desks opened; escalation to airport authority if required | Average passenger wait time at rebooking desk ≤20 min during IRROP event | N | Y |
Phase 6 6.1 |
Record disruption costs against flight and cost centre in SAP | Airport Finance Controller | SAP S/4HANA Finance (FI/CO) | Voucher serials, interline reissue charges, hotel invoices, overtime staffing costs | IRROP cost posting in SAP CO cost centre; accrual for EU261 claims liability | IRROP cost posting completed within 24 hrs of event closure | N | Y |
| 6.2 | Submit EU261 / DOT compensation claims data to legal team | Passenger Services Supervisor | Amadeus Altéa PSS | Eligibility flags, delay duration actuals, disruption reason code, passenger PNR list | Claims data package exported from Altéa; submitted to Legal and Customer Relations for processing | Claims data submitted within 48 hrs of event; EU261 response SLA ≤7 days per regulation | N | Y |
| 6.3 | Generate IRROP performance report and update process KPIs | Airport Operations Manager | Tableau | AMS event log, Altéa rebooking data, voucher costs, customer satisfaction (CSAT) scores | IRROP post-event report: rebooking rate, notification rate, avg wait time, duty-of-care compliance, cost-per-disrupted-passenger | Report published within 72 hrs; cost-per-disrupted-passenger target ≤$85 (industry benchmark) | N | N |
📋