Long Tarmac Delay Plan
Care Plan for Lengthy Delays on Tarmac Flights departing from and arriving in the United States of America
Update: August 20, 2011
The operating plan of Aeromexico, Aeromexico Connect and Aeromexico Travel (hereinafter called Aeromexico) is designed to anticipate, adjust to, and reduce inconveniences generated by delays with passengers onboard the aircraft, with the doors closed, departing from or arriving at airports in the United States. The Operation Control Center (CCO) of Aeromexico is the entity responsible for follow-up of this plan, as applicable, which is based on two main premises, Safety of and Service to our customers.
For operations of our scheduled and public charter flights in airports of the United States of America, the U.S. Department of Transportation (DOT) specifies the care rule for delay on the tarmac called “TARMAC DELAY”. Aeromexico, in its operating plans, complies with each of the premises and time limits established in this rule (14 CFR 259.4); however, the following exceptions might limit our service actions:
- Safety reasons.
- Air Traffic Control issues (ATC), when the Captain-in-command is notified that the return to the Terminal would affect airport operations.
The Aeromexico Emergency Plan guarantees that we have enough resources to implement this plan and we will comply with DOT requirements for lengthy delays on the tarmac including detours. For international flights that depart from or arrive at a U.S. airport, Aeromexico will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to deplane, unless: (i) The pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or (ii) air traffic control 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. This plan guarantees that we will make our best effort to cover everything related to food and drinking water within the two (2) hours following the time the aircraft leaves the gate (in case of departures) or lands (in case of arrivals) if the aircraft remains on the tarmac, unless the Captain-in-command determines, for safety reasons that these services must be excluded; working lavatories, medical care, and other needs for our customers’ comfort will continue to be provided. Aeromexico has coordinated this plan with airport authorities (including terminal facility operators where applicable), U.S. Customs and Border Protection (CBP), and the Transportation Security Administration (TSA) at each large, medium, small hub airport, and non-hub airport that Aeromexico serves, including diversion airports.
The CCO is the body responsible for managing the plan. Decision-making for this plan is carried out at CCO. The Airport Manager and his/her Customer Service personnel at the airport, as well as the crew personnel onboard, will carry out the plan during the flight according to their sphere of competence.
Plan at Airports
Our plan is based on the standard operating procedures in force to handle flight delays and detours. All stations where Aeromexico flights operate have resources and procedures in place that will allow for Aeromexico to take care of a flight awaiting authorization to take-off, including the possibility of opening the boarding door and offering passengers the possibility of deplaning within the time limits established by DOT.
The stations will make sure diversions have the same priority as other tarmac delays, which means that deplaning of passengers will be allowed before four hours. The plans take into consideration a minimum period of 60 minutes to request a return to the gate and to coordinate the deplaning.
Each airport has plans, in coordination with local government offices and agencies, to comply with the requirements of waiting time, supply, and service to the aircraft.
Our personnel at airports will make announcements as applicable and according to each event, indicating cause of delay, estimated departure time, and planned hour for boarding. Onboard the aircraft, Aeromexico will ensure that passengers on a delayed flight will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known. Aeromexico also will ensure that passengers on a delayed flight will be notified that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists beginning 30 minutes after the scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter.
There will be constant communication between the Aeromexico CCO and the our flight crew during the flight delay . Our Airport Manager, the Customer Service personnel, and the crew will seek to control the general environment and the “mood” of our customers while onboard the aircraft according to the plan defined by the CCO. The decisions made in these cases shall have the primary objective of safety and comfort of all passengers who are onboard an Aeromexico affected flight.