TCA Procedures User’s Hotline Guidelines
Background • These guidelines have been developed in order to more efficiently handle customer concerns, through the TCA Hotline, during events requiring it’s use. • It has been determined that critical items needing immediate attention were being deferred while the TCA’s were tasked with focusing on issues of a less critical nature.
Background • So as to provide better customer service, two categories of customer concerns have been established. • It will be at the discretion of the on duty TCA as to what category/categories will be addressed during any event.
Categories Category Two • Unruly Passengers, airborne or ground • Critical loss of crew, i.e., loss of crew or aircraft without possible recovery that day. • Fuel critical, possible divert. • International flight connections. • International flight fuel limitations. • Fuel critical, unable to reroute. • No routes available. • Airline facility outage, i.e., loss of terminal power. • FAA facility outages, i.e., services unavailable or restricted. • User gridlock, expected or possible. • Non-critical crew loss, i.e., following day crew rest, replacement crew delay. • Low fueling, i.e., holding fuel less than half of EFC. • Routing questions between SPO telcons. • Airline/government VIP’s, special consideration requests. • Sub/Swap issues, i.e., data problems, reject messages for unknown reasons. • EDCT mismatch between tower/user. Category One
Airline Users Responsibilities • It is incumbent upon all NAS operators to be prepared, with all pertinent information, prior to joining the TCA hotline. • This includes but is not limited to the following: • Aircraft call sign. • Aircraft position, i.e., holding fix, airport departure queue, etc. • Brief, but accurate, portrayal of the problem. • Accurate requested re-route information including Playbook routes, RMT routes, Jet or Victor Airways. • Enough lead time to adequately address the problem. (NOTE: Very difficult to recover a crew in fifteen minutes when that crew is 20th in line at EWR.)
Airline Users Responsibilities • The TCA hotline is for single flight problems only. • Operators are expected to utilize other units in the Command Center for assistance in the resolution of other problematic issues.
Airline Users Responsibilities • COMPUTER SYSTEM ANALYST • Can best handle technical FSM problems such as substitution errors and ARINC/NADIN issues. • EAST/WEST NTMO • Can best handle calls concerning traffic management issues and initiatives concerning individual airports. • SEVERE WEATHER UNIT • Can best handle issues regarding routes, SWAP procedures, and NARP concerns. • ATA REPRESENTATIVE • Can serve as the ombudsman between airlines and ATCSCC to investigate and address individual or group concerns. • NATIONAL OPERATIONS MANAGER • Has the ultimate responsibility to address and resolve issues. • Areas to which calls can be directed are:
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