Irregular Operations (IROPS) Contingency Plan

C A P I T A L R E G I O N A I R P O R T A U T H O R I T Y - I R O P S P L A N
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(IROPS) Contingency Plan
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TABLE OF CONTENTS
1.3 Passenger Needs ........................................................................................................................... 7
Chapter 2 – Before an IROPS Event .............................................................................................................. 8
2.1 Establishing an IROPS Contingency Response Committee ........................................................... 8
2.2 Member Organizations and Representatives 24/7 Contact List ................................................... 8
Chapter 3 – Current Situation ....................................................................................................................... 9
3.1 Coordinating Existing IROPS Contingency Response Plans ........................................................... 9
3.2 Reviewing Local IROPS Events and Assessing Local Situation ..................................................... 10
3.3 Passenger Needs during an IROPS Event .................................................................................... 10
3.4 Tracking of Delayed Aircraft........................................................................................................ 11
3.6 Support for Passengers ............................................................................................................... 13
3.7 Tracking Inventory ...................................................................................................................... 15
3.8 Skills Available ............................................................................................................................. 15
4.1 Cooperation Procedures ............................................................................................................. 17
4.1.7 Fixed Base Operator ............................................................................................................ 25
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Chapter 5 – Review, Update and Training .................................................................................................. 27
5.1 IROPS Coordination Workshop ................................................................................................... 27
5.2 IROPS Contingency Coordinated Training ................................................................................... 27
5.3 Report Updates ........................................................................................................................... 27
6.1.1 Aircraft Status ..................................................................................................................... 28
6.1.2 Tracking Weather ................................................................................................................ 29
Chapter 7 – Capturing Lessons Learned and Updating Plans ..................................................................... 32
7.1 After an IROPS Event ................................................................................................................... 32
7.2 Lessons Learned .......................................................................................................................... 32
7.3 Record Keeping ........................................................................................................................... 32
Appendix B- Contacts…………………………………………………………………………………………………….……………….…….34
Appendix D – Staging Map………………………………………………………………………………………..………………………….36
Appendix E – Lansing Teminal Apron Marking Plan..…………………………………………..……………………….………37
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Document Révision Log
Revision Page Date Content Page 5 03/29/2017 Distribution List Page 8 03/29/2017 2.2 Member Organizations and Representatives 24/7 Contact List
Refer to Appendix B Page 9 03/29/2017 3.1 Lengthy Tarmac Delays Programs (Added American Airlines) Page 10 03/29/2017 3.2 Deleted Paragraph refer to reference Page 11 03/29/2017 3.4 Tracking of Delayed Aircraft (added American Airlines) Page 13,14 03/29/2017 3.6 Support for Passengers (added American Airlines) added wording
to Deplaning Aircraft Page 15 03/29/2017 3.7 Tracking of Inventory (added American Airlines) deleted sentence Page 15,16 03/29/2017 3.8 Skills Available (Added American Airlines) Page 17,18,19 03/29/2017 4.1.1 Airlines Page 20 03/29/2017 4.1.2. FAA added wingspan under limitations Page 22,23 03/29/2017 4.1.3 TSA changed wording Page 24,25 03/29/2017 4.1.6 Ground Transportation Page 25
03/29/2017 4.1.7 Fixed Base Operators
Page 34,35 03/29/2017 Appendix B. Contact Details for CRIA IROPS Contingency Response Committee
Page 36,37,38 03/29/2017 Added Appendix C, D, E
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Record of Distribution
American Airlines (handled by Lansing AvFlight) Capital Region Airport Authority Delta Airlines (handled by DAL Global Services) EMA Concessions FAA – Air Traffic Control Tower Lansing AvFlight Transportation Security Administration United Express Airlines (handled by DAL Global Services) US Customs and Border Protection
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Chapter 1 – Introduction
1.1 Purpose
This document provides the coordinated IROPS Contingency Plan for Capital Region International Airport. It was developed by the airport’s IROPS Contingency Response Committee under the sponsorship of the Airport Operations Department. Membership in Capital Region International Airport’s IROPS Contingency Response Committee comprises representatives from each of Capital Region International Airport’s aviation service providers. The committee recognizes that individual plans and a coordinated effort by the airlines, airports, government agencies, and other providers is essential to successfully minimize the impact of IROPS events on passengers. This coordinated contingency management plan provides a common point of focus for Capital Region International Airport’s coordinated response to IROPS events. The emphasis for this plan is the identification and documentation of areas of contingency activities of Capital Region International Airport’s aviation service providers that require support from one or more service provider organizations. The plan format follows the recommendations provided in ACRP Report 65; Guidebook for Airport Irregular Operations (IROPS) Contingency Planning.
1.2 Use of Terms
The following is a list of terms and definitions used throughout this Contingency Plan and associated worksheets:
Irregular Operations (IROPS) – Exceptional events that require action and/or capabilities beyond those considered unusual by aviation service providers. Generally speaking, an impact of those events is the occurrence of passengers experiencing delays, often in unexpected locations for undetermined amount of time. Examples include extreme weather events (such as snowstorms, tornados) and other events (such as power outages and security breaches).
Passengers – Includes people traveling, service animals in the cabin, and live cargo onboard aircraft and in the terminal area.
Customers – Includes both passengers and other non-aviation service personnel such as meeters and greeters who are in the terminal area. FAA – Federal Aviation Administration CBP – Customs and Border Protection TSA – Transportation Security Administration Service Providers – All entities that provide services for customers and passengers, includes but not limited to: Capital Region International Airport, airlines, concessions, FAA, CBP, TSA, ground transportation agencies, fixed base operators (FBO), overnight accommodations, and diversion airports.
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1.3 Passenger Needs
Needs of passengers, both on board aircraft on the ground or in the airport terminal during lengthy delay or other IROPS events, vary and normally require the attention of more than one party to meet their needs. By understanding the needs of passengers during such delays, Capital Region International Airport, diversion airports, airlines, government agencies, and other aviation service providers can take appropriate steps to anticipate and address such needs.
1.4 Causes of IROPS Events
Causes of IROPS events can include a number of conditions such as extreme weather, geological events, reduction of airport facility capacity, aircraft mechanical problems, and labor issues. The impacts of IROPS events include flight delays, cancellations, and diversions resulting in potentially adverse impacts on passengers and other airport customers. There are four phases of impact during an IROPS event that must be planned for:
• Surge • Capacity • Off-hours • Extended stay
Each IROPS event is unique and airlines, diversion airports, government agencies, and other aviation service providers will benefit from the Capital Region International Airport’s IROPS Contingency Plan accounting for diverse IROPS characteristics by adapting to changing conditions.
1.5 Planning for Coordinated Response
The purpose of the Capital Region International Airport IROPS response management process is to identify and document actions requiring coordination between two or more aviation service providers. Joint actions are identified that reflect both current individual contingency plans and areas of recommended communication, collaboration, and coordination between service providers.
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Chapter 2 – Before an IROPS Event
Activities described in this Chapter provide for: • The establishment of the Capital Region International Airport IROPS Contingency Response
Committee • Establishment of 24/7 contact/notification list
2.1 Establishing an IROPS Contingency Response Committee
The Capital Region International Airport IROPS Contingency Response Committee has been established following the guidelines of the Department of Transportation’s Model Contingency Plan. Capital Region International Airport’s Operations Department provides the sponsorship and designates the chairperson of the Committee.
The goal of the committee is to establish and enhance contingency plans through collaborative decision making. This will ensure that actions result in a unified level of customer care across all Capital Region International Airport aviation service providers during IROPS events.
2.2 Member Organizations and Representatives 24/7 Contact List
Members of the Capital Region International Airport IROPS Contingency Response Committee include representatives of all local aviation and customer service provider organizations. Organizations and representatives are shown in the IROPS Contingency Response Committee table along with their 24/7 contact information. Refer to Appendix B
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The IROPS data collection activities focus on:
• Local IROPS event history • Local customer needs • Local tracking of delayed aircraft • Local trigger events and communications plans • Local support for passengers on board, being deplaned, and in-terminal • Local tracking of inventory • Local skills available • Reviewing existing IROPS response plans from service providers, including airlines, government
agencies, and support organizations
3.1 Coordinating Existing IROPS Contingency Response Plans
It is recognized that Capital Region International Airport’s service organizations may have their own plans for response to IROPS events. It is also recognized that DOT’s rules on enhancing airline passenger protections (14 CFR Part 259 – Enhancing Protection for Airline Passengers) require air carriers to adopt tarmac delay contingency plans and coordinate those plans with airports. The purpose of this section is to identify the several IROPS plans of local airlines, airport operations, and FBO organizations as they relate to areas of coordination between organizations.
The Review Existing IROPS Response Plans table describes both formal and informal understandings of coordination between these organizations, as well as individual organization SOPs related to IROPS response. In addition to Appendix A of this plan, each airlines plan can be found on the airlines website.
Lengthy Tarmac Delay Programs Organization Contingency Plan Description of Coordination United Airline IROPS Plan
This plan is maintained by the airline; a copy is made public on the airlines website; airline employees are internally trained accordingly. A copy can be found in the Appendix section of this plan.
Delta Airlines The Delta Operations Control Center (OCC) is responsible for the management of this plan. A copy is made public on the airlines website and is carried out by airline employees who are trained accordingly. A copy can be found in the Appendix section of this plan.
American Airlines The American Operations Control Center (OCC) is responsible for the management of this plan. A copy is made public on the airlines website and is carried out by the airline employee who are trained accordingly. A copy can be found in the Appendix section of this plan.
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Refer to section 7-1
3.3 Passenger Needs during an IROPS Event
The Passenger Needs table focuses on needs of passengers and other customers during IROPS events, with special focus on special needs passengers. The needs analysis is provided by consideration of general information of customer needs during IROPS events.
Passenger Needs Needs Description
Wheel Chairs DK Security provides wheel chair service within the terminal building. Wheel chairs are stored both before and after the screening checkpoint. A wheel chair lift is available to assist passengers into aircraft.
Transportation Taxi service is available from the commercial lane, and local hotels provide shuttle services and can be contacted from Reservation Center in Baggage Claim. Rental cars are also available for purchase.
Pet Relieving Area The grass located on the west end of the airport, outside the rental car lot doors may be used for pet relieving. Passengers will be held responsible for cleaning up their pet’s waste.
Medical Attention Public Safety Officers are trained as first responders and are available 24/7 to provide minor medical services. Lansing EMS or Mercy Ambulance can be contacted for assistance.
Food/Beverages EMA Restaurant normal hours of operation are Monday-Friday 5A- 6P, and Saturday-Sunday 5A-2P. Water is available from drinking fountains located throughout the terminal and beverage vending machines are located in the sterile area and ticketing area. If necessary, the airline may provide food and beverages as determined by the airline.
Information Passengers can receive updates directly from airline personnel as well as updated times on the MUFIDS. Additional information can be received from the operations department.
Limited English Proficiency Speech translation services for many languages are available through Michigan State University. Languages International of Grand Rapids has the ability to translate additional languages.
Child/Infant Supplies Currently, no child/infant supplies are available for purchase. In the event that supplies are needed, contact should be made to the Operations Department and supplies will be obtained.
Medication EMA carries some over the counter medication. Clean Environment Airport custodians are available between the hours of 5:00am and
11:00pm. If after hours’ cleanup is necessary (e.g. biohazard cleanup), contact the Director of Maintenance.
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3.4 Tracking of Delayed Aircraft
The Tracking Delayed Aircraft table describes Capital Region International Airport processes providing accurate, complete, and timely information in regard to expecting flight delays including diversions. These processes describe local situations as they develop, including both flight delays and delayed aircraft on the ground.
Tracking Delayed/Diverted Aircraft Organization Description
Airport Operations Aircraft are tracked via www.flightaware.com as well as information received from airline staff, airline website or FAA ATCT.
American Airlines, Delta Global Services (United/Delta)
Receive notification from departing airport or airline dispatch regarding possible delays or diversions. Also monitor flight tracking equipment for changes.
AvFlight (Scheduled Charters)
Aircraft delays and diversions are monitored by airline dispatchers and notification is made to the Customer Service Representatives at the FBO. This information is then passed along to the employees, TSA and Airport Operations.
FAA ATCT Receive direct notification from airlines or aircraft. Unfamiliar flight numbers, destinations, or origins can determine if an aircraft has diverted.
Diversion Airport(s) Coordinate expected duration of the event to help with diversions
3.5 Trigger Events and Communication Plans
Effective response to an evolving IROPS event depends on timely shared situational awareness among all aviation service providers. Relevant IROPS information includes the early identification of a potential IROPS situation and the evolving IROPS condition as the event evolves. Key elements of communication during an IROPS event require coordinated IROPS response actions by airport operations, the airlines, ATC services, and by affected diversion airports to track and share aircraft status both in-air and on-ground. Based on the situational need, additional communications among other organizations such as the TSA, CBP, concessions, and ground transportation may also be required. The Trigger Events and Communication Plans table describes shared information, including aircraft delay tracking performed by airlines, the FAA, Capital Region International Airport, airport operations, and diversion airports.
Trigger Events and Communication Plans
Organization Trigger Event
n Method (s) Comments
Local Airline Staff
Primary communication method will be via phone
Initially advise Airport Operations of the situation and include any additional needs or special requests. Maintain open communication as
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• Concessions the situation evolves (could happen quickly). Keep other groups informed of any plans that may develop.
Airlines Deplaning of Passengers
• Airport Operations
Keeping in mind of the “3 hour” rule, PIC or Airline Staff make the decision if/when to deplane passengers. Initial notification should be made to Airport Operations as well as all other relevant service providers along with additional information as it becomes available.
ATC Diversion Controller(s) • Airport Operations
• Airlines • Public Safety
Primary communication method will be via phone, secondary communication could be via radio
If a diversion is noticed by ATC a notification will be made to Airport Operations. Airport Operations will follow up with contacting the proper airline.
CRIA Aircraft Accident /Incident
All parties must coordinate response for passengers not directly involved with accident/incident but whose travel plans have been disrupted by situation.
CRIA Security Incident
• Airline • ATCT • TSA • Mutual Aid
All parties must coordinate response for passengers not directly involved with incident but whose travel plans have been disrupted by situation
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3.6 Support for Passengers
The key goal of the Capital Region International Airport IROPS plan is to ensure focus on coordinated support of passengers and others customer during an IROPS event. Three areas of coordination recognize U.S. Congressional concerns for the provision of:
• Support for deplaning of passengers from aircraft • Sharing of facilities, including making gates available • Having a sterile area available for passengers who have not yet cleared CBP
The Support for Passengers table describes passenger coordinated support for passengers at airports while they are on board aircraft, during their deplaning (especially from remote parking areas), in the terminal, and when they need ground transportation.
Support for Passengers Passenger Location Service Provider Description
On-Board Aircraft
AvFlight Scheduled Charters
Passengers are updated every 15 minutes regarding the status of the delays.
Airport Department of Public Safety will be notified of incident. Operations will note the flight number and start time of the delay or time a diverted aircraft landed to monitor time spent on the aircraft. If airline requests assistance, the airport will provide assistance as able or contact another aviation service provider.
Concessions If necessary, will provide airlines with additional support for passenger’s on-board aircraft as able.
Deplaning Aircraft
American/Delta/United With a delay of 30 minutes or more, the aircraft Pilot-in- Command will make the decision whether or not to deplane the passengers.
With a delay of 30 minutes or more, the aircraft Pilot-in- Command will make the decision whether or not to deplane the passengers.
Airport The airport will attempt to coordinate resources for use such as: jet bridges, parking locations, special needs assistance, etc. The Operations Department will be notified of the deplaning aircraft. In the event that no jet bridges are available, hard stand locations are available at the west end of the terminal ramp and on the cargo ramp. Efforts must be coordinated with a bus company to transport passengers between the aircraft on the cargo ramp and the terminal building. Efforts must be made to ensure buses are inspected prior to and after passengers have been transported to ensure that the area is kept sterile and that airline passengers have no contact with the unscreened public. If bus is not swept passengers will dropped off in the public area. Airport Operations will also ensure that TSA and Concessions has been notified of deplaning passengers.
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In Terminal
American/Delta/United During extended delays, will provide a food and water cart for displaced passengers with 15 minute updates or as conditions change. In extreme cases, will purchase additional food for passengers.
During controllable delays (such as maintenance) 2 hours into a delay, passengers in the terminal will be provided beverages, after 4 hours’ passengers are then issued meal vouchers and a beverage service is again provided. Passengers are regularly updated the status of the delays.
Airport The airport will assist the airlines, passengers and other service providers with whatever means requested.
Concessions Will remain open until final aircraft departure. TSA With input from Airlines and Airport Operations, will make
determination if passengers will be permitted to leave the sterile area and plan for re-entry into sterile area. If TSA is notified of diverted aircraft, passengers who exit the sterile area may use previous boarding pass to regain entry. If TSA checkpoint has previously closed, passengers who leave the sterile area may not be permitted to re-enter. If TSA has previously closed, during extreme circumstances a callback could be initiated by contacting the Deputy AFSD.
CBP In the event of an international diversion, CBP will need to be contacted prior to aircraft arrival and established agreements will take effect.
Extended-Delay Accommodations
Ground Transportation Taxi services are available and can be contacted by the airline or the passenger. Public transportation is also available through CATA and route information can be found by phone, (517) 394-1000, or on their website, http://www.cata.org/. Some local hotels also provide shuttle service.
Rental Cars Cars are available for rent through the rental car service providers located in the baggage claim area.
Hotel Accommodations The airlines can assist passengers with hotel accommodations. Additional hotel and taxi information can be found at the Reservation Center located in baggage claim with the ability to quick-connect to service providers.
For extended maintenance delays, passengers who drove over 50 miles to the airport will be given the option of a hotel and rebooked for a later flight. All passengers will be rebooked for a later flight or if they choose the passengers can cancel their reservation and receive a full refund. No additional accommodations are required during a weather delay.
American/Delta/United All passengers will be rebooked for a later flight, and dependent upon the conditions of the circumstances, the airline will attempt to make additional efforts (i.e., hotel refund, meal vouchers, etc.)
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3.7 Tracking Inventory
This section describes guidance for planning and developing procedures across local organizations identifying resources (equipment and supplies) held by an airport service organization beyond those which have been planned for shared use, but that could be made available for use if requested by another Capital Region International Airport organization during an IROPS event. Descriptions of understandings of planned coordination related to sharing of resources are listed in Section 3.1 – Coordinating Existing IROPS Contingency Response Plans.
Tracking Resource Inventory
Organization Inventory Item Description
AvFlight Equipment List will be updated annually. If available, equipment can be made ready for use.
American/Delta/United Equipment List will be updated annually. If available, equipment can be made ready for use.
CRAA Jet Bridges See Appendix A for Jet Bridge Compatibility CRAA Parking
Locations See Appendix A for a spreadsheet that has been developed to aid in maximum parking potential for the terminal ramp/jet bridges.
UPS Equipment List will be updated annually. If available, equipment can be made ready for use.
3.8 Skills Available
This section describes guidance for planning and developing procedures across local organizations identifying categories or skilled personnel employed by an airport service organization beyond those which have been planned for shared use, but that could be made available for use if requested by another Capital Region International Airport organization during an IROPS event. Descriptions of understandings of planned coordination related to sharing of skilled staff are listed in Section 3.1 – Coordinating Existing IROPS Contingency Response Plans. The Skills Availability table describes specific categories of skilled personnel which have been identified as being available for shared use.
Skills Available Organization Skill Description
Airport Jet Bridge Operation
Airline ground handling trainers will ensure that they are training new hires on the proper operation of each jet bridge. If questions ever arise regarding the proper operation of a jet bridge, airport maintenance will provide retraining for the airline employees.
AvFlight Various/Fueling AvFlight personnel are NATA trained and are capable of providing fuel to all the air carriers that use the Capital Region International Airport. AvFlight personnel regularly service Scheduled Charters and American Airlines aircraft and are trained on the equipment necessary for ground handling operations such as: belt loaders, tugs,
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lavatory carts, GPUs, Deice equipment, catering box trucks, potable water carts, and air stairs.
Delta Global Services
Various DGS personnel are trained to service Delta and United aircraft and are trained on the equipment required to service these aircraft.
Airport Public Safety
Medical Attention/Law Enforcement
Airport employed Law Enforcement officers are certified first- responders and able to perform basic medical practices. Mercy ambulance can be contacted to assist/transport other patients. Public Safety Officers are MCOLES certified law enforcement officers.
UPS/Martinaire Various UPS/Martinaire personnel are trained to service large UPS aircraft as well as Martinaire aircraft and are trained on the equipment required to service these aircraft.
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The following sections document the establishment of operating procedures with service providers (e.g., airlines, FAA, CBP, TSA, concessions, ground transportation) for use during IROPS events. 4.1 Cooperation Procedures
There are a group of service providers that are considered to be typically found at airports that are vital in local IROPS planning efforts. Coordination with these entities (identified in the following sections) is critical in order to establish procedure that will be followed during an IROPS event.
4.1.1 Airlines
It is recognized that the DOT has issued a rulemaking that requires airlines to adopt tarmac delay contingency plans and coordinate them with both scheduled airports they serve and their diversion airports. The Established Procedures with Airlines table describes airline procedures specific to IROPS events for each airline operating out of the airport.
Established Procedures with Airlines
Organization Contact Name Description
Delta Airlines (DGS)
Will abide by the DOT ruling, allowing passengers the opportunity to deplane during extended tarmac delays and diversions prior to the 3- hour limit for domestic flights and 4-hour limit for international flights. Two exceptions to these limits are for (1) safety and security reasons and if (2) ATCT advises the pilot-in-command that returning to the terminal would disrupt airport operations. Adequate food and potable water will be made available 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 including comfortable cabin temperatures. Announcements are made by Airline Customer Service agents 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 and every 30 minutes thereafter
Throughout the delay, communication between Delta’s Operations Control Center, the flight and ground crews, and airport operations will be continual.
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Delta will make decisions for the well-being of all customers aboard the affected flight.
United Airlines (DGS)
Consistent with DOT regulations, United Airlines have developed a plan to cover all scheduled and public charter flights operated by United Airlines. United provides the following Assurance to Customers:
1. For domestic flights, an aircraft will not be permitted to remain on the tarmac for more than 3 hours before allowing passengers to deplane, unless: either the pilot-in-command determines there is a safety-related or security-related reason, or it ATCT advises the pilot-in-control that returning to the gate would significantly disrupt airport operations.
2. For international flights, an aircraft will not be permitted to remain on the tarmac for more than 4 hours before allowing passengers to deplane, unless: either the pilot-in-command determines there is a safety-related or security-related reason, or it ATCT advises the pilot-in-control that returning to the gate would significantly disrupt airport operations.
3. United will provide adequate food and drinking water no later than two hours after the aircraft leaves the gate (if departing) or touches down (if arriving) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety and security considerations preclude such service.
4. United will provide lavatory facilities, maintain comfortable cabin temperatures, and ensure adequate medical attention if needed while the aircraft remains on the tarmac.
5. United will ensure that passengers on the delayed flight receive notification regarding the status of the delay every 30 minutes, including reasons if known. Notifications will begin 30 minutes after the departure time.
United’s customer service provisions during a lengthy tarmac delayed or diverted flight.
• Deplaning of customers may occur when it is safe and secure to do so at either a terminal gate or at a hardstand via stairs and ground transportation.
• Passengers should be aware that they deplane at their own risk and the flight could depart anytime without them. In most cases, the flight will continue to its destination after passengers have chosen to deplane.
• Customers who chose to deplane and make alternative travel arrangements consistent with airline ticketing policies should be aware that on most domestic flights, their checked baggage will remain on the aircraft to the flights final destination. If the flight cancels, customers will be able to retrieve their checked luggage at the airport.
• Depending upon aircraft catering provisions, local airport catering supplies, and the circumstances of the delay, adequate food may be a snack item.
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• Customers are encouraged to make appropriate preparations for air travel, such as bringing essential need items onboard the aircraft in accordance with advised carry-on restrictions. Such items may include medicines and other medically required items, baby and child care products, and other items essential to personal health and communication requirements.
• In the event of an emergency, United will make every effort to share equipment and facilities and make gates available at airports.
(AvFlight) Chris Reed, Steve Klingensmith
The Operations Manager will coordinate with the affected airport and in-flight crews to implement the following plan which may include participation of the CRAA and other carriers. For all domestic flights, AvFlight will not permit an aircraft to remain on the tarmac for more than 3 hours, unless: (1) the pilot-in-command determines there is a safety or security related reason, (2) ATCT advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations. For all international flights, AvFlight will not permit the aircraft to remain on the tarmac for more than 4 hours, unless: (1) the pilot-in- command determines there is a safety or security related reason, (2) ATCT advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations. For tarmac delays that last longer than 3 hours (4 hours for international flights), the Operations Manager and the captain of the flight along with the CRAA, ATCT and TSA will determine necessary airport terminal access, secure aircraft parking, ground service equipment, personnel, supplies, services and communications ensuring the safety of all involved and the ability of passengers then desiring to deplane to do so. For all flights, AvFlight will provide adequate food (e.g. snack foods such as pretzels or granola bars) and non-alcoholic beverages no later than 2 hours after the aircraft leaves the gate (for departure) or touches down (for arrival) if the aircraft remains on the tarmac, unless the pilot- in-command determines that safety or security considerations preclude such service. AvFlight will provide a comfortable cabin temperatures and operable restroom facilities, as well as adequate medical attention if needed, while the aircraft remains on the tarmac. AvFlight will provide passengers with flight delay notifications every 30 minutes, beginning 30 minutes after the scheduled departure time. If the reason for the delay is known, that will be provided as well.
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4.1.2 FAA
It is recognized that FAA has issued directives to air traffic personnel pertaining to aircraft making tarmac delay requests related to United States DOT’s 14 CFR Part 359 Enhanced Protection for Airline Passengers. The FAA has also established procedures allowing airports access to aircraft flight status. The Established Procedures with FAA table describes Capital Region International Airport FAA/ATC facility actions specific to IROPS events.
Established Procedures with FAA Organization Contact Names
FAA Roxanne Speck Mike Snaer Larry Rasnake
Description This section identifies staging locations and operational limitations. 1. Runway use.
a. During an IROP event Runway 6/24 can be used for staging; however, the runway would need to be NOTAM closed for the takeoff and landing (available for taxiing and staging).
2. Staging points.
A staging point is defined an area to be used as an alternate aircraft parking location when terminal ramp space is at capacity.
a. Listed staging points: 1). Boarding Gate 1 2). Taxiway D 3). Taxiway H 4). Cargo Ramp 5). Taxiway B Holding Pad 6). Taxiway B, East of Taxiway B-1 7) Runway 6/4 North of Runway 28L 8) Taxiway G 9) Taxiway C SW of the Transient Ramp 3. Limitations: Taxiway C SW of the Transient Ramp wingspan of 94’ or less
Taxiway G is limited to aircraft weighing less than 120,000 pounds or less and wingspan of 94’ or less See Appendix C for more detail
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4.1.3 CBP
It is recognized that CBP has issued guidance to directors of field operations concerning passengers on diversion flights, including those into airports not normally staffed by CBP. The Established Procedures with CBP table describes Capital Region International Airport CBP procedures specific to IROPS events.
Established Procedures with CBP Organization Contact Names
Customs and Boarder Protection Donald Martin Justin Ethington Kevin Casey
Description In the event of an international diverted aircraft, CRIA Operations will notify Customs and Border Patrol of an intended or actual arrival at the Capital Region International Airport CBP office at (517) 327-1052 or (517) 327-1054. If the diversion occurs after hours’ contact can be made to the Detroit Metro Airport CBP office service desk at (734) 942-9000 or (734) 941-6180 ext. 108. The CBP supervisor’s desk in Detroit can also be contacted at (734) 941-6180 ext. 403. During initial notification CBP will require:
• Airline and Flight Number • Passenger and Crew Count • Departure Airport/Country • Original Port of Arrival • Estimated Time of Arrival at original and diverted airport • Status of crew (time-out time) • Cause of Diversion • Anticipated Action and Special Requests/Needs • Airline Point of Contact and phone number
All actions related to international arrival aircraft, persons and cargo must be coordinated with CBP. All passengers, crewmembers, baggage and cargo are to remain onboard the aircraft until CBP gives the authorization to offload. No new passengers or cargo are permitted to board the aircraft prior to CBP authorization with the exception of emergency personnel in the event of a medical or emergency. In the event of a medical or emergency situation, the airline representatives must contact CRIA at (517) 321-8525. Crew changes and services aboard an aircraft will be permitted if the carrier provided 100% Advance Passenger Information (API) prior to the aircraft’s arrival. Only during a protracted stay, any tarmac delay in excess of 2 hours, may an airline request permission from CBP to deplane passengers of the diverted aircraft into a sterile and secure holding area. Permission may be granted, and passengers and crew may be held in the holding area provided the airline communicates with CBP watch commander the nature of the diversion and anticipated length of delay, updates CBP on the status of the diversion if changes occur, and controls the movement of passengers and secures passengers from contact with other domestic or foreign flights. When all airline issues have been resolved, passengers will be escorted back to the plane. CBP processing and clearance will take place at the original destination.
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During an extended stay, described as an aircraft remaining on the tarmac in excess of 3 hours where CBP personnel are stationed, CBP personnel have the option to allow passengers to deplane at any time and remain in a sterile and secure holding area until the flight is cleared to depart for the original or alternate final destination to ensure the safety of the passengers. If an air carrier’s representative or the aircraft pilot states that the aircraft will depart within three hours or within 30 minutes after the third hour on the ground, or determines that deplaning would jeopardize passengers’ safety or security, the passengers can be allowed to remain onboard the aircraft. It is imperative that international flights do not remain on the tarmac at a U.S. airport for more than 4 hours without allowing the passengers to deplane. Under normal conditions Jet Bridge 9 is the bridge to be used to offload international passengers into the sterile and secure holding area. In the event that Jet Bridge 9 is unavailable or out-of-service, Jet Bridge 8 will be used for offloading the international passengers. Prior to offload, a CRIA Law Enforcement Officer will sweep the Gate 8 and 9 holding areas to ensure there are no passengers or belongings in these areas. The officer will then be stationed at Gate 8 to ensure that all international passengers proceed to Gate 9 to gain entry to the Federal Inspection Station. Following the offloading of the international passengers, the CRIA Law Enforcement Officer will sweep the area to ensure no personnel or belongings were left in the area. A sterile and secure holding area will be physically blocked off from the rest of the terminal in advance of passengers being deplaned in order to prevent unauthorized entrance or exit. All possible entrances and exits to the holding area will be constantly guarded. The security of the passengers while on board the aircraft or in the holding area will be the responsibility of the airline, but assistance may be rendered by Public Safety as needed. Potential holding areas include the Gate 8 and 9 holding areas as well as the FIS holding area. Both locations have restroom access, to which the international passengers will have exclusive access. With CBP assistance, airline personnel will be responsible for providing food, water and comfort items to passengers while in the holding area. CBP retains the option to require all passengers, crew, and baggage to disembark and clear through CBP passport and baggage control. If a passenger refuses to comply with the instructions to remain in the holding area pending CBP inspection or re-boarding in lieu of CBP processing and unlawfully enters the United States without inspection, they may be subject to civil penalty and/or adverse action depending on their citizenship status. These provisions DO NOT apply to passengers or crews of flights departing the United States for foreign countries that make unscheduled stops in the United States, but CBP presence may be required on special occasions, such as when deportees are onboard.
4.1.4 TSA
It is recognized that the Department of Homeland Security has issued procedures to TSA Federal Security Directors for passengers utilizing the sterile and checkpoint areas. The Established Procedures with TSA table describes Capital Region International Airport TSA procedures specific to IROPS events.
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Transportation Security Administration of Capital Region International Airport
Denise Amicucci Brian Hill
TSA Coordination Center at Detroit Metropolitan Airport
Description Size, scope and nature of individual airport flight operations determine the hours in which TSA security checkpoints are open for normal screening activity. In the event of irregular flight operations, to include flight diversion(s), upon notification by the affected airline(s) TSA leadership will collaborate with airline and/or airport operators to determine the potential impact to the local operation. During regular operating hours when the passenger security screening checkpoint is normally staffed, passengers from the diverted flight will have discretion whether or not to leave the sterile area. If that occurs, TSA supervisory staff will ensure that appropriate screening staff is maintained at the airport in order to process the passengers back into the airport sterile area. TSA supervisory staff will brief the screening officers on the situation and inform the TDC as to what boarding passes will be authorized entry into the sterile area during that period of irregular operations. If irregular operations result in diverted flights arriving at the airport during a time period when the security screening checkpoint is minimally staffed by TSA, often times for the sole purpose of controlling access to the sterile area while awaiting normally scheduled late flight arrivals, TSA officers will be briefed by airline and/or airport operators to determine the most appropriate course of action under the impending circumstances. Under these circumstances, TSA encourages the airline operator to inform passengers they should remain in the airport sterile area and that should they exit the sterile area, they may be delayed in regaining access to the sterile area which could impact their continuing travel that day. Factors that TSA management will consider during discussions with airlines and/or airport operators in making a determination whether or not to hold over or recall TSA officers to address passenger screening for irregular flight operations include: number of flights and passengers affected, anticipated duration of the irregular flight operations, airport amenities in the sterile area to include restrooms and service facilities. If irregular flight operations occur resulting in diverted flights arriving at the airport during a time period when the security screening checkpoint is closed, the first option should be to not allow deplaned passengers to exit the sterile area unless they do not intend to continue their travels. If airline and/or airport operators feel it is imperative that passengers be allowed to exit and re-enter the sterile area due to health and/or safety concerns, they should call the TSA contacts with details of the irregular flight operation. Airline and/or airport operators should be specific in their request for services. Factors that TSA management will consider during discussions with airlines and/or airport operators in deciding whether or not to recall TSA officers to the airport to address passenger screening for the irregular flight operations include, the number of passengers affected, anticipated duration of the irregular flight operations, airport amenities in the sterile area to include restrooms and service facilities. TSA will not recall TSA officers for the sole purpose of passenger convenience; e.g., smoking. If passengers are deplaned into a sterile area and remain in the sterile area, they may be re-boarded without additional screening.
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4.1.5 Concessions
Concessions at Capital Region International Airport have been requested to agree to provide service during IROPS events, including those resulting in extended passenger (and other customers) stay in the terminal area. Key considerations include agreement to remain open during extended hours and support for special- needs passengers, including new infant supplies. The Established Procedures with Concessions table describes specific concessions support procedures identified as being available during IROPS events.
Established Procedures with Concessions
Organization Contact Name Local Agreements
EMA Mike Leeuw Maria Lehman
EMA employees will remain on-site until the last scheduled departure aircraft has departed. In the event that a diversion arrives after hours and is anticipated to remain at the Capital Region International Airport for an extended period of time, to accompany passenger needs, employees may be called back by contacting the manager. If additional staffing is required during an IROPS event, the on-duty restaurant supervisor will conduct the call-in procedures. Menu availability may be limited during irregular operations but every attempt to care for the passengers will be made.
4.1.6 Ground Transportation
Ground transportation organizations at Capital Region International Airport have been requested to agree to provide service during IROPS events, including those resulting in extended passenger (and other customers) stay in the terminal area. Key considerations include agreement to provide service during extended hours and procedures for obtaining additional resources when required. The Established Procedures with Ground Transportation table describes specific ground transportation support procedures identified as being available during IROPS events.
Established Procedures with Ground Transportation
Organization Contact Name & Number Local Agreements
Taxi Services Capital Transport
The listed taxi companies maintain operating agreements with Capital Region Airport Authority and are approved to transport passengers to/from Capital Region International Airport. Additional taxi companies may drop off passengers, but are not permitted to pick up passengers (including pre-arranged appointments). Taxi companies must follow all other previously established Taxi Rules.
DDs Downtown
FAMA Cab Iyobosa Idusuyi 517-898-0431
Grand Limo Black Car Only
John Hernadez 517-882-5466
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JBs Country Club
Jack Billingsley 517-323-9070
Posh Black Car Only
S-Cabs Shannon Hallam 517-374-5500
Public Transportation CATA Bus 517-394-1000 or
517-394-6520 The Capital Region International Airports Main Terminal building is stop number 82 on CATA Bus Route 14. This route runs Monday-Friday 0600-2255, Saturday 0830-2240, and Sunday 0900- 1840. Any additional information can be found on the CATA website at www.cata.org. Could also be used to provide passenger transportation between parked aircraft and the terminal.
Clinton Transit 989-224-8127 Based primarily out of St. Johns, MI, will provide service as available. Additional information can be found on their website at http://www.clintontransit.org/. Could also be used to provide passenger transportation between parked aircraft and the terminal.
4.1.7 Fixed Base Operator
The local Fixed Base Operator (FBO) at Capital Region International Airport has been requested to agree to provide service during IROPS events. The Established Procedures with the FBO table describes some specific support procedures identified as being available during IROPS events.
Established Procedures with the Fixed Base Operator
Organization Contact Name Description
AvFlight Chris Reed Chris Larison
In addition to normal services such as aircraft handling, fueling, deicing, and some maintenance, the FBO will attempt to assist in any requested activity.
4.1.8 Other Providers to Consider
Beyond the service providers identified in the previous section, several other entities should be considered when coordinating efforts are made. The list below highlights some of these service providers that should be considered during IROPS events.
• Overnight accommodations (nearby hotels) • Off-site restaurants
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• Mutual-Aid Emergency response (LEO, fire, EMT) • Red Cross • FEMA • Special needs service providers (wheelchairs, oxygen, etc.)
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The Capital Region International Airport IROPS Plan should be updated periodically throughout the year with improved practices, procedures, and coordinated response.
5.1 IROPS Coordination Workshop
Periodic IROPS coordination workshops are held at Capital Region International Airport providing a common format and venue for periodic review and confirmation/update of local IROPS plans. Organizations are encouraged to attend the monthly tenant meeting (normally held on the third Tuesday of the month in the Airports EOC conference room at 10:30am) and use this venue as a workshop to provide feedback on the IROPS plan. Additional workshops may be held at the discretion of the IROPS Chairperson.
5.2 IROPS Contingency Coordinated Training
Periodic coordinated contingency training for IROPS response are held at Capital Region International Airport. In addition to emphasis on actions requiring coordination of two or more organizations, this training provides an opportunity to test new policies, practices, and procedures. The following table describes Capital Region International Airport plans for holding this training.
5.3 Report Updates
The Irregular Operations Contingency (IROPS) Plan for the Capital Region International Airport is a living document and should be updated regularly. An annual meeting will take place among all parties to ensure the information contained in this document is accurate and will be complied with.
IROPS Contingency Coordinated Training IROPS Training Activity Examples of Training Initial IROPS Training • Why IROPS
• Plan familiarization • Trigger points • Contact information • Skills tracking • Effective communication/examples of ineffective
communication
Recurrent IROPS Training • Updates to DOT regulations pertaining to passenger protection
• IROPS lessons learned from CRAA and other airports • Feedback/ideas from experiences
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Chapter 6 – Actions During an IROPS Event
The joint actions occurring during an IROPS event are described in the following diagram. The Capital Region International Airport IROPS Contingency Response Committee ensures the capability for coordinating shared aircraft status information. Notification of relevant aspects of aircraft status are provided to appropriate aviation service provider organizations during an IROPS event by the Capital Region International Airport Operations Department.
Figure 1. Joint actions during an IROPS Event
6.1 Monitoring IROPS Event Indicators
While some IROPS events are unpredictable (such as power outages, security breaches), many can be handled successfully if service providers are actively anticipating an event. Certain actions taken by service providers on a constant basis can position them well to handle an IROPS event should one occur. Some examples of these actions include tracking aircraft status and tracking weather patterns. Each of these is discussed in more detail in the following sections.
6.1.1 Aircraft Status
Aircraft status in the air and on the ground, is tracked by both airlines and the FAA to provide accurate, complete, and timely information in regard to expected flight delays and developing local situations. The Aircraft Status table describes Capital Region International Airport procedure checklists for tracking aircraft during IROPS events.
Aircraft Status Organization Aircraft Status Actions
Airlines DIVERTED FLIGHTS Monitor status of aircraft in flight with respect to schedule Determine if diversion is eminent
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Ensure diversion notice is communicated to Airport Operations at the diversion airport
Ensures aircraft status is communicated to destination airport Continues tracking and communicating status until flight and
passengers arrive at original destination Airlines DELAYS/EXTENDED DELAYS
Monitor status of delayed aircraft to ensure compliance with “3- Hour Rule”
Ensure relevant service providers are notified of possible IROPS impact and seek support if additional resources are necessary
Determine if aircraft will deplane passengers due to lengthy ground delay
Ensures other relevant service providers are notified of unplanned passengers arriving in the terminal
Airport Operations (Diversion Airport)
DIVERTED FLIGHTS Begins monitoring flight when notified of diversion Confirms that relevant service providers have been notified of
unplanned passengers possibly arriving in the terminal including: Public Safety Concessions TSA CBP (if International Arrival) Ground Transportation
Airport Operations (Diversion Airport)
DELAYS/EXTENDED DELAYS Monitor status of delayed aircraft to ensure compliance with “3-
Hour Rule” If notified that passengers will be deplaning, confirm that
relevant service providers have been notified of additional unplanned passengers in the terminal Department of Public Safety Concessions TSA CBP (if International Arrival) Ground Transportation
6.1.2 Tracking Weather
Weather patterns are tracked by the airport, airlines, and the FAA to predict potential impacts to aircraft operations and to carry out alternate operating procedures (such as diverting flights to alternate airports) to maintain the safety of the crew and passengers as well as operations staff out on the airfield. The Tracking Weather table outlines the roles and responsibilities of airport, airline, and FAA staff in tracking weather.
Tracking Weather Patterns
Capital Region International Airport
Airport Operations
Monitor local weather via web-based resources such as National Weather Service (http://www.crh.noaa.gov/grr/?mystation=KLAN) and MxVision
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Weather sentry (http://weather.dtn.com/dtnweather/) and communicate severe weather information to aviation service providers.
ATCT Observe actual conditions and notify arriving and departing aircraft. Also notify Airport Operations of severe weather events.
6.2 Monitoring IROPS Event Indicators
In Section 4.1 of this plan, procedures were established with service providers, including concessions, ground transportation, the FAA, CBP, and TSA. This section provides procedures that are to be executed at the time of an IROPS event. The following paragraphs outline procedures for each of the service providers.
6.2.1 Implementing IROPS Communications Plans
Relevant IROPS information, including status and related situational information, is communicated among appropriate Capital Region International Airport organizations during an IROPS event. The IROPS Communication Plans table describes key elements of Capital Region International Airport IROPS communication plans.
IROPS Communication Plans Organization Communication Actions
• Airlines Diverted Flights Ensure aircraft diversion is communicated to Airport Operations at
diversion airport Communicate diversion status to onboard passengers Communicate status to people meeting passengers (in terminal at
destination airport and externally via electronic notification) Continue tracking and communicating status until flight ultimately arrives
at original destination • Airlines Aircraft on Ground
Communicate to Airport Operations intentions (gas and go, deplane, estimated time of departure, etc.)
Communicate delay status to onboard passengers • Airport Operations Diverted Flights
Notify relevant service providers of potential unplanned passengers arriving in the terminal
Confirm any related support equipment including gate availability is available if required
• Airport Operations Aircraft on Ground When notified that aircraft will deplane passengers after lengthy ground
delay, confirms that relevant service providers have been notified of unplanned passengers arriving in terminal
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6.2.2 Implementing Passenger Support Plans
Support procedures for passengers and other customers at Capital Region International Airport during IROPS events include focus while they are on-board aircraft, during their deplaning, in the terminal, and when they need ground transportation. The Passenger Support Plans table describes procedures at Capital Region International Airport for support during an IROPS event.
Passenger Support Plans Passenger Location Service Provider Description
Onboard Aircraft
assisting as needed Concessions Backup (to airlines) passenger support by sharing supplies or
assisting as needed
Deplaning Aircraft
Airlines Share gates (as required) Support for deplaning aircraft at remote parking location (mobile air stairs, bus transportation to terminal, special needs lift, etc.)
Airport Coordinate shared gate availability Coordinate shared equipment support for remotely parked airport (mobile air stairs, bus transportation, special needs lift, etc.)
In Terminal
Airport Support special needs passengers Support after-hours accommodations Agreement with TSA for after-hours sterile area Agreement with CBP for after-hours delayed flights or unscheduled international arrivals
TSA Anticipate after-hours sterile areas Concessions Support for after-hours operations
Extended Delay Accommodations
Transportation to/from off-site locations
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Chapter 7 – Capturing Lessons Learned and Updating Plans
Since recovery from an IROPS event is critical to the continual improvement of the Capital Region International Airport IROPS plan, this chapter is divided into two sections: debrief after an IROPS event and lesions learned.
7.1 After an IROPS Event
After an IROPS event, it is important to have a timely and comprehensive assessment of the event. The Capital Region International Airport will coordinate this debriefing meeting and include all involved aviation service providers as well as the IROPS Contingency Response Committee.
Debriefing following an IROPS event Providers Plan of Action
• Airport Operations and Public Safety
• Delta Global Services (Delta/United)
• Review and debriefing with Capital Region International Airport organization management
• Summary Documentation of findings (including any Lessons Learned)
• Report sent to IROPS Contingency Response Committee
• IROPS Contingency Response Committee
• Consideration if further study is required to fully understand the effectiveness of Capital Region International Airport response
• Consideration if any additional Lessons Learned • Results of the review (and study if required) considered
to determine if revisions are required in the Capital Region International Airport IROPS Contingency Plan
• Re-distribution of Capital Region International Airport IROPS Contingency Plan (if revised)
• Periodic sharing of Lessons Learned with other airport in the Aviation Community
7.2 Lessons Learned
As part of the debriefing, it is important to catalog the lessons learned from the individual IROPS events. The Capital Region International Airport will coordinate these lessons learned and provide them to the aviation service providers as well as the IROPS Contingency Response Committee members.
7.3 Record Keeping
A record will be kept of the meeting following an IROPS event, which will include lessons learned. These records will be made available to IROPS Contingency Response Committee members, to all aviation service providers, and will be added to Appendix A – Lessons Learned following IROPS Events.
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Appendix A – Reference Documents (found on the “Shared P” Drive, CRIA IROP Plan)
1. Aircraft Characteristic Reference
5. American Airlines Tarmac Delay Contingency Plan
6. Delta Lengthy Tarmac Delay Contingency Plan
7. United Lengthy Tarmac Delay Contingency Plan
8. US DOT final rulemaking 14 CFR Part 259 Enhanced Protection for Airline Passengers 2010 and 2011
9. Lessons Learned
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Appendix B – Contact Details for Capital Region International Airport IROPS Contingency Response Committee and Points of Contact for Agencies during an IROPS Event
IROPS Contingency Response Committee
Committee Chairperson
Diversion Airport(s)
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Fixed Base Operations
Other Service Providers

Tail Height in feet (m) Typical Aircraft
TWY B East of
RAMP WINGSPAN 94 FT
I < 49' (15m) < 20' (6.1m) CESSNA 421 Golden Eagle/PIPER PA-31
X X X X X X X X
II 49' (15m) - < 79' (24m)
20' (6.1m) - < 30' (9.1m) CRJ/SAAB 340 X X X X X X X X
III 79' (24m) - < 118' (36m)
30' (9.1m) - < 45' (13.7m)
BOEING 737-700/AIRBUS A- 320/EMBRAER ERJ 190-100
X X ERJ, DC9, and B717 X X X X 737 MAX
IV 118' (36m) - < 171' (52m)
45' (13.7m) - < 60' (18.3m) B767/AIRBUS A-310 X X X X X
V 171' (52m) - < 214' (65m)

Note: TWY’s D & H cannot be used at the same time
Taxiway C SW of the transient ramp wingspan of 94'or less
APPENDIX D
1 4
3.4 Tracking of Delayed Aircraft (added American Airlines)
3.6 Support for Passengers (added American Airlines) added wording to Deplaning Aircraft
Record of Distribution
Chapter 1 – Introduction
Chapter 2 – Before an IROPS Event
2
2.2 Member Organizations and Representatives 24/7 Contact List
Chapter 3 – Current Situation
3.2 Reviewing Local IROPS Events and Assessing Local Situation
3.3 Passenger Needs during an IROPS Event
3.4 Tracking of Delayed Aircraft
3.5 Trigger Events and Communication Plans
3.6 Support for Passengers
4
Chapter 5 – Review, Update and Training
5
5.3 Report Updates
6
6.1.1 Aircraft Status
6.1.2 Tracking Weather
Chapter 7 – Capturing Lessons Learned and Updating Plans
7
7.2 Lessons Learned
7.3 Record Keeping