Contingency Plan for Lengthy Tarmac Delays
Information is placed in accordance with the requirements of the Department of Transport USA (DOT USA) and doesn’t contravene Aeroflot’s customer service rules and regulations.
Last Updated: August 23, 2011
Note: Aeroflot’s Contingency Plan is not guaranteed, is subject to change without notice, and is not part of the Conditions of Carriages, which may be found at www.aeroflot.com under "Legal Notices".
Before delays occur, Aeroflot has a comprehensive plan designed to forecast and adjust to operational challenges and minimize lengthy delays while passengers are on board the aircraft. The Operations Control Center (OCC) at Aeroflot’s headquarters is responsible for the daily execution of this plan, while keeping in mind the safety and well being of our customers.
The Department of Transportation's (DOT) tarmac delay rule establishes hard time limits for tarmac delays. Aeroflot 's plan meets or exceeds all limits imposed by this ruling. Aeroflot has developed a detailed plan, with established trigger points, to account for those times when unforeseen constraints have caused taxi delays.
The following exceptions to the hard time limits apply Aeroflot flights departing or arriving at U.S. airports:
- Safety or security reasons
- Air Traffic Control (ATC) advises the pilot-in-command that returning to the terminal would disrupt airport operations
Aeroflot 's contingency plan assures that Aeroflot has sufficient resources and will meet the requirements of the DOT for extended tarmac delays, including diversions. This includes the four-hour limit for international flights. This plan ensures that Aeroflot will meet or exceed specified guidance as it pertains to provisioning, as follows: adequate food and potable water no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of an arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service; operable lavatory facilities; medical attention; and other customer comfort needs.
The Operations Control Center (OCC) is responsible for the management and quality of the plan. The decision-making for this plan lies within the OCC. Airport Customer Service (ACS), Flight Operations and In-Flight Service will carry out the plan at the station and flight level.
The plan builds upon the standard operating procedures now in place to handle extended on-board delays and diversions. All stations have identified resources and developed procedures that will allow them to effectively bring a plane off the runway and open the door, giving the passengers the opportunity to egress within specified time limits.
Stations will assure that diversions are given the same priority as other taxi delays, meaning passenger egress will be allowed prior to the 4 hours for international flights. Individual station plans should allow at least 30 minutes (or as much as 60 minutes at larger stations) to complete the task of returning to the gate and deplaning.
All Stations have coordinated plans with Airport Operations of Aeroflot’s scheduled and diversion airports and local governmental agencies (TSA and CBP where applicable) to meet the tarmac-delay rule's requirements. This includes back-up methods for inoperative equipment and the provisioning and servicing of aircraft.
Announcements are made by ACS when the aircraft is at the gate with the doors open. Once the doors close, announcements are made by the flight crew. The announcements will:
- Occur at least every 30 minutes while the aircraft is delayed
- Identify the reason for the delay and tentative departure time
- Explain the possible effect of the DOT's tarmac delay rule
- Inform customers of the ability to egress, if the opportunity exists, beginning 30 minutes after scheduled departure (including revised departure time) and every 30 minutes thereafter
Throughout the flight delay, communication between Aeroflot's Operations Control Center (OCC) and the flight crew will be continual. Both the OCC and flight crew will monitor the general environment and "mood" of the customers at all times. Aeroflot will make decisions for the well-being of all customers aboard the affected flight.