NP-SP-12 · Irregular Operations Recovery Planning

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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	Ingest real-time disruption alerts from ops systems	Network Operations Controller	SITA Airport Management System (AMS)	Weather service alerts, ATC NOTAMs, aircraft technical fault reports	Unified disruption notification log with timestamp and source	Alert-to-acknowledgement time ≤5 min	N	N
1.2	Classify IROPS trigger type and severity tier	Network Operations Controller	Amadeus Airport Management	Disruption notification log, affected airport and flight list	IROPS classification (weather / ATC / technical / security / crew) and severity tier (1=local, 2=regional, 3=network-wide)	Classification accuracy ≥95%; mis-classification rate <5%	Y	N
1.3	Activate IROPS command structure and war room	VP Network Operations	Telex / SITA ACARS	Severity tier, affected station list, initial disruption scope	IROPS war room activated; stakeholder notifications sent to crew, commercial, ground ops, and customer relations leads	War room activation time ≤15 min from trigger classification	N	Y
Phase 2 2.1	Model affected flight propagation in network simulator	Schedule Planning Analyst	Amadeus SkySYM	IROPS classification, affected airports, time window of disruption	Affected flight list with downstream propagation map showing knock-on cancellation risk	Network impact model run time ≤30 min; propagation accuracy ≥90%	N	N
2.2	Identify aircraft and crew positioning conflicts	Crew Planning Analyst	Jeppesen Crew Management	Affected flight list, current crew duty records, aircraft position data	Crew duty conflict report; aircraft position conflict map with stranded-asset flags	Conflict identification complete ≤20 min; coverage of 100% of affected pairings	Y	Y
2.3	Estimate disrupted passenger volume and missed connections	Revenue Management Analyst	Amadeus Revenue Management (NRM / AltéaRM)	Affected flight booking data from Altéa PSS, connection itinerary records	Disrupted passenger count by segment, missed connection tally, estimated rebooking inventory gap	Passenger impact estimate accuracy ≥85%; model run time ≤10 min	N	N
2.4	Assess slot and regulatory constraints at affected airports	Slot Coordinator	IATA CRS (Coordinated Reservation System)	Affected slot portfolio, airport coordination contacts, no-fly window data	Waiveable slot list, regulatory no-fly windows, ATC Ground Delay Program parameters	Slot waiver request accuracy ≥98%; assessment complete ≤15 min	Y	N
Phase 3 3.1	Generate recovery schedule scenarios in SkyWORKS	Schedule Planning Manager	Amadeus SkyWORKS	Impact assessment outputs, available aircraft count, crew availability, slot constraints	2–3 recovery schedule options with trade-off analysis (cost vs. OTP vs. coverage)	Scenario generation time ≤45 min; minimum 2 viable options produced	N	N
3.2	Evaluate aircraft swap and ferry flight feasibility	Fleet Planning Analyst	Amadeus SkyMAX	Aircraft availability roster, maintenance status from AMOS, ferry routing options, positioning cost estimates	Approved ferry/swap plan or rejection rationale with cost-benefit summary	Ferry cost vs. delay cost ratio assessed within 30 min; SkyMAX fleet assignment feasibility score ≥0.85	Y	Y
3.3	Validate crew legality for full recovery plan	Crew Planning Analyst	Jeppesen Crew Management	Proposed recovery schedule, current crew duty and rest records, reserve availability	Crew-legal recovery schedule or exception list requiring reserve activation	100% FAR Part 117 compliance validated before plan publication; legality check ≤20 min	Y	Y
Phase 4 4.1	Publish revised recovery schedule to PSS and GDS	Schedule Distribution Analyst	Amadeus SkyWORKS → Amadeus Altéa PSS → Sabre GDS / Travelport GDS	Approved, crew-legal recovery schedule	Updated schedules live in Altéa PSS, Sabre GDS, Travelport GDS, and NDC API Gateway	GDS schedule update latency ≤30 min from approval; distribution completeness 100% of active channels	N	Y
4.2	File slot waivers and coordinate ATC ground delay program	Slot Coordinator	IATA CRS + Jeppesen FliteDeck	Waiveable slot list, ATC GDP parameters, airport authority contacts	Confirmed slot waivers, revised approved departure windows per airport	Slot waiver approval rate ≥90%; ATC GDP compliance 100%	Y	N
4.3	Confirm and dispatch aircraft ferry repositioning flights	Flight Dispatcher	NAVBLUE + Jeppesen FliteDeck	Approved swap/ferry plan, ATC clearances, confirmed slot windows	Filed flight plans for ferry flights, repositioning confirmation messages to stations	Ferry flight OTP ≥75%; repositioning within ±2 hrs of recovery plan target	N	Y
Phase 5 5.1	Initiate automated passenger rebooking	Customer Operations Manager	Amadeus Altéa PSS + NDC API Gateway	Disrupted passenger list, recovery flight inventory, passenger tier (FFP status)	Rebooking confirmations sent to passengers; exception queue for manual handling	Automated rebooking rate ≥70%; passenger notification delivered ≤30 min of flight cancellation	Y	Y
5.2	Activate reserve crew and complete crew reassignments	Crew Scheduling Manager	Jeppesen Crew Management	Recovery schedule, crew conflict report, reserve crew availability and location	Final crew assignments for all recovery flights; reserve activation orders issued	Reserve activation time ≤45 min; crew coverage rate ≥98% of recovery flights	Y	Y
5.3	Issue passenger care and compensation entitlements	Customer Relations Manager	Amadeus Altéa PSS	Delay/cancellation duration, disruption cause classification, passenger loyalty tier	Meal vouchers, hotel authorisations, transport allowances, and DOT/EU261 compensation notices	DOT / EU261 compensation filing accuracy ≥99%; voucher issuance within 60 min of entitlement trigger	N	Y
Phase 6 6.1	Conduct post-IROPS cost and performance analysis	Finance Controller (Commercial)	SAP S/4HANA Finance (FI/CO) + AWS Redshift	Ferry fuel invoices, compensation payouts, rebooking costs, OTP and cancellation data	IROPS total cost report, OTP and cancellation deviation analysis vs. plan	Report delivered ≤72 hrs post-event; cost capture accuracy ±2%	N	N
6.2	Update IROPS recovery playbooks and SkySYM scenario library	Schedule Planning Manager	Amadeus SkySYM + Confluence	Post-event debrief findings, scenario performance data, cost report	Updated recovery playbook version; new scenario added to SkySYM IROPS library for future use	Playbook updated within 30 days of event; ≥1 new SkySYM scenario created per Tier 2+ IROPS	Y	N

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Process Attributes

Identification

Process IDNP-SP-12

L1 DomainNetwork Planning & Scheduling

L2 ProcessSchedule Planning

L3 NameIrregular Operations Recovery Planning

L4 Steps18 across 6 phases

Decision Gates9 (all with iteration loops)

Exceptions9 documented

Swim Lanes (Roles)

Network Operations Controller

VP Network Operations

Schedule Planning Analyst

Crew Planning Analyst

Revenue Management Analyst

Slot Coordinator

Schedule Planning Manager

Fleet Planning Analyst

Schedule Distribution Analyst

Flight Dispatcher

Customer Operations Manager

Crew Scheduling Manager

Customer Relations Manager

Finance Controller (Commercial)

Systems & Tools

SITA Airport Management System (AMS)Amadeus Airport ManagementTelex / SITA ACARSAmadeus SkySYMJeppesen Crew ManagementAmadeus Revenue Management (NRM / AltéaRM)IATA CRS (Coordinated Reservation System)Amadeus SkyWORKSAmadeus SkyMAXAmadeus SkyWORKS → Amadeus Altéa PSS → Sabre GDS / Travelport GDSIATA CRS + Jeppesen FliteDeckNAVBLUE + Jeppesen FliteDeckAmadeus Altéa PSS + NDC API GatewayAmadeus Altéa PSSSAP S/4HANA Finance (FI/CO) + AWS RedshiftAmadeus SkySYM + Confluence

Key Performance Indicators

Ingest real-time disruption alerts from ops systemsAlert-to-acknowledgement time ≤5 min

Classify IROPS trigger type and severity tierClassification accuracy ≥95%; mis-classification rate <5%

Activate IROPS command structure and war roomWar room activation time ≤15 min from trigger classification

Model affected flight propagation in network simulatorNetwork impact model run time ≤30 min; propagation accuracy ≥90%

Identify aircraft and crew positioning conflictsConflict identification complete ≤20 min; coverage of 100% of affected pairings

Estimate disrupted passenger volume and missed connectionsPassenger impact estimate accuracy ≥85%; model run time ≤10 min

Assess slot and regulatory constraints at affected airportsSlot waiver request accuracy ≥98%; assessment complete ≤15 min

Generate recovery schedule scenarios in SkyWORKSScenario generation time ≤45 min; minimum 2 viable options produced

Airline-Specific Risks & Pain Points

Multiple alert streams (weather, ATC, maintenance) arrive in disparate systems with no unified ingestion layer, causing detection delays of 10–20 min during complex events

No AI-assisted triage in legacy NOC toolsets; mis-classification delays activation of the correct recovery playbook, costing 15–30 min of recovery time

Escalation contact lists frequently stale; cross-functional mobilisation relies on manual phone trees rather than automated push notifications, adding 10–20 min delay

SkySYM scenario setup is manual and not pre-loaded with IROPS templates; large weather events affecting 100+ flights can take 30–45 min to model, exceeding recovery window

FAR Part 117 duty/rest legality checks are sequential in Jeppesen; large-scale events overwhelm manual review, and reserve pool visibility is not real-time

NRM is not designed for real-time IROPS queries; passenger impact models must be manually triggered outside normal RM workflow, creating data-currency risk

Inputs / Outputs

Primary InputWeather service alerts, ATC NOTAMs, aircraft technical fault reports

Primary OutputUpdated recovery playbook version; new scenario added to SkySYM IROPS library for future use

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