Cria Irops Plan 2017

CAPITAL REGION AIRPORT AUTHORITY - IROPS PLAN
Irregular Operations
(IROPS)
Contingency Plan
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TABLE OF CONTENTS
Document Revision Log................................................................................................................................. 4

Record of Distribution................................................................................................................................... 5
Chapter 1 – Introduction............................................................................................................................... 6
1.1 Purpose ......................................................................................................................................... 6
1.2 Use of Terms ................................................................................................................................. 6
1.3 Passenger Needs ........................................................................................................................... 7
1.4 Causes of IROPS Events ................................................................................................................. 7
1.5 Planning for Coordinated Response ............................................................................................. 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
3.5 Trigger Events and Communication Plans .................................................................................. 11
3.6 Support for Passengers ............................................................................................................... 13
3.7 Tracking Inventory ...................................................................................................................... 15
3.8 Skills Available ............................................................................................................................. 15
Chapter 4 – Establishing Procedures to Cooperate .................................................................................... 17
4.1 Cooperation Procedures ............................................................................................................. 17
4.1.1 Airlines ................................................................................................................................ 17
4.1.2 FAA ...................................................................................................................................... 20
4.1.3 CBP ...................................................................................................................................... 21
4.1.4 TSA ...................................................................................................................................... 22
4.1.5 Concessions ......................................................................................................................... 24
4.1.6 Ground Transportation ....................................................................................................... 24
4.1.7 Fixed Base Operator ............................................................................................................ 25
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4.1.8 Other Providers to Consider ............................................................................................... 25

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
Chapter 6 – Actions During an IROPS Event................................................................................................ 28
6.1 Monitoring IROPS Event Indicators............................................................................................. 28
6.1.1 Aircraft Status ..................................................................................................................... 28
6.1.2 Tracking Weather ................................................................................................................ 29
6.2 Monitoring IROPS Event Indicators............................................................................................. 30
6.2.1 Implementing IROPS Communications Plans...................................................................... 30
6.2.2 Implementing Passenger Support Plans ............................................................................. 31
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 A- Reference Documents………………………………………………………………………………………………...……33
Appendix B- Contacts…………………………………………………………………………………………………….……………….…….34
Appendix C- Design Group Matrix………………………………………………………………………………………………………..35
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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Chapter 3 – Current Situation

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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3.2 Reviewing Local IROPS Events and Assessing Local Situation

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 Receive notification from departing airport or airline dispatch regarding
Global Services possible delays or diversions. Also monitor flight tracking equipment for
(United/Delta) changes.
AvFlight (Scheduled Aircraft delays and diversions are monitored by airline dispatchers and
Charters) 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

Trigger Responsible Communicatio
Organization Target Group (s) Comments
Event Party n Method (s)
Airlines Extended Local Airline • Airport Primary Initially advise
Delays and Staff Operations communication Airport Operations
Diversions • Public Safety method will be of the situation and
• TSA via phone include any
additional needs or
• FBO
special requests.
• ATCT Maintain open
• CBP 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 Local Airline • Airport Primary Keeping in mind of
of Staff or Pilot- Operations communication the “3 hour” rule,
Passengers In-Command • Public Safety method will be PIC or Airline Staff
• TSA via phone make the decision
if/when to deplane
• CBP
passengers. Initial
• Concessions 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 Primary If a diversion is
Operations communication noticed by ATC a
• Airlines method will be notification will be
• Public Safety via phone, made to Airport
secondary Operations.
communication Airport Operations
could be via will follow up with
radio contacting the
proper airline.
CRIA Aircraft Airport • Airline Primary All parties must
Accident Operations / • ATCT communication coordinate
/Incident Department • FAA/NTSB method will be response for
of Public via phone passengers not
• TSA
Safety directly involved
• Mutual Aid with
accident/incident
but whose travel
plans have been
disrupted by
situation.
CRIA Security Airport • Airline Primary All parties must
Incident Operations / • ATCT communication coordinate
Department • TSA method will be response for
of Public via phone passengers not
• Mutual Aid
Safety 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
Service Provider Description
Location
American/Delta/United Passengers are updated every 15 minutes regarding the status
of the delays.
AvFlight Scheduled Passengers are updated every 15 minutes regarding the status
Charters of the delays.
Airport Department of Public Safety will be notified of incident.
On-Board Operations will note the flight number and start time of the
Aircraft 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.
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.
AvFlight Scheduled With a delay of 30 minutes or more, the aircraft Pilot-in-
Charters 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
Deplaning
available, hard stand locations are available at the west end
Aircraft
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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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.
AvFlight Scheduled During controllable delays (such as maintenance) 2 hours
Charters 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.
In Terminal
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.
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
Extended-Delay
with the ability to quick-connect to service providers.
Accommodations
AvFlight Scheduled For extended maintenance delays, passengers who drove
Charters 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

Inventory
Item
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 See Appendix A for a spreadsheet that has been developed to
Locations 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 Airline ground handling trainers will ensure that they are training new
Operation 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 Various DGS personnel are trained to service Delta and United aircraft and
Services are trained on the equipment required to service these aircraft.
Airport Public Medical Airport employed Law Enforcement officers are certified first-
Safety Attention/Law responders and able to perform basic medical practices. Mercy
Enforcement 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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Chapter 4 – Establishing Procedures to Cooperate

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

Contact
Name
Delta Airlines Will abide by the DOT ruling, allowing passengers the opportunity to
(DGS) 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 Consistent with DOT regulations, United Airlines have developed a
(DGS) 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, The Operations Manager will coordinate with the affected airport and
Steve in-flight crews to implement the following plan which may include
Klingensmith 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.
19
Updated 05/04/2017
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
20
Updated 05/04/2017
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

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.
21
Updated 05/04/2017
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.
22
Updated 05/04/2017
Established Procedures with TSA

Transportation Security Denise Amicucci
Administration of Capital Region Brian Hill
International Airport
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.
23
Updated 05/04/2017
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

Contact
Organization Local Agreements
Name
EMA Mike Leeuw EMA employees will remain on-site until the last scheduled departure
Maria Lehman 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

Contact Name &
Organization Local Agreements
Number
Taxi Services
Capital Phyllis Wilson The listed taxi companies maintain operating agreements with
Transport 517-485-0514 Capital Region Airport Authority and are approved to transport
DDs Gary Marchal 517- passengers to/from Capital Region International Airport.
Downtown 252-4498
Dean Charters Nicole Enz, 517- Additional taxi companies may drop off passengers, but are not
319-8395 permitted to pick up passengers (including pre-arranged
FAMA Cab Iyobosa Idusuyi appointments).
517-898-0431
Grand Limo John Hernadez Taxi companies must follow all other previously established Taxi
Black Car Only 517-882-5466 Rules.
24
Updated 05/04/2017
ICAB Valentino
Hernandez 517-
215-7910
JBs Country Jack Billingsley
Club 517-323-9070
Omega Express Chukwuka
Mmakah 517-706-
7992
Posh Black Car Dominic Perrone
Only 517-490-6152
Royal Express Vartan Muradov
517-489-9717
S-Cabs Shannon Hallam
517-374-5500
Public Transportation
CATA Bus 517-394-1000 or The Capital Region International Airports Main Terminal building
517-394-6520 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

Contact
Name
AvFlight Chris Reed In addition to normal services such as aircraft handling, fueling,
Chris Larison 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
25
Updated 05/04/2017
• Mutual-Aid Emergency response (LEO, fire, EMT)

• Red Cross
• FEMA
• Special needs service providers (wheelchairs, oxygen, etc.)
26
Updated 05/04/2017
Chapter 5 – Review, Update and Training

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
27
Updated 05/04/2017
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
28
Updated 05/04/2017
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 DIVERTED FLIGHTS
(Diversion Airport) 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 DELAYS/EXTENDED DELAYS
(Diversion Airport) 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

Contact
Organization Weather Tracking / Communicating Responsibilities
Name
Capital Region Airport Monitor local weather via web-based resources such as National
International Airport Operations Weather Service
(http://www.crh.noaa.gov/grr/?mystation=KLAN) and MxVision
29
Updated 05/04/2017
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
30
Updated 05/04/2017
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
Service Provider Description
Location
Airlines Status notification, food/water, restrooms, etc.
Airport Backup (to airlines) passenger support by sharing supplies or
Onboard Aircraft assisting as needed
Concessions Backup (to airlines) passenger support by sharing supplies or
assisting as needed
Airlines Share gates (as required)
Support for deplaning aircraft at remote parking location
(mobile air stairs, bus transportation to terminal, special
Deplaning needs lift, etc.)
Aircraft Airport Coordinate shared gate availability
Coordinate shared equipment support for remotely parked
airport (mobile air stairs, bus transportation, special needs
lift, etc.)
Airlines Status updates
Re-booking as required
Anticipate providing accommodations for lengthy delays
(food/lodging as required)
Airport Support special needs passengers
In Terminal 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
Airlines Provide additional accommodations as available
Extended Delay
Ground Transportation to/from off-site locations
Accommodations
Transportation
31
Updated 05/04/2017
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 • Review and debriefing with Capital Region International
and Public Safety Airport organization management
• Delta Global Services • Summary Documentation of findings (including any
(Delta/United) Lessons Learned)
• AvFlight • Report sent to IROPS Contingency Response Committee
• TSA
• CBP
• FAA
• Concessions
• Rental Car Agencies
• IROPS Contingency • Consideration if further study is required to fully
Response Committee 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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Updated 05/04/2017
Appendix A – Reference Documents (found on the “Shared P” Drive, CRIA IROP Plan)
1. Aircraft Characteristic Reference
2. Checklists
3. Equipment List
4. Jet Bridge Compatibility
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
33
Updated 05/04/2017
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

Alternate Contact
Organization Contact Name & Phone Number
Number
Committee Chairperson
Diversion Airport(s)
34
Updated 05/04/2017
IROPS Contingency Response Committee

Alternate Contact
Organization Contact Name & Phone Number
Number
Fixed Base Operations
Other Service Providers
Police/Fire/EMS
35
Updated 05/04/2017
IROP STAGING LOCATIONS APPENDIX C
TWY B TWY B TWY G AND TWY TWY H CARGO GATE 1 RWY

East of HOLDING TWY C SW OF D RAMP 6/24
Wingspan in feet Tail Height in TWY B1 PAD TRANSIENT
Group Typical Aircraft
(m) feet (m) RAMP
WINGSPAN 94 FT
OR LESS
CESSNA 421 Golden Eagle/PIPER X X X X X X X X

I < 49' (15m) < 20' (6.1m)
PA-31
49' (15m) - < 79' 20' (6.1m) - < X X X X X X X X

II CRJ/SAAB 340
(24m) 30' (9.1m)
79' (24m) - < 118' 30' (9.1m) - < BOEING 737-700/AIRBUS A- X X ERJ, DC9, and B717 X X X X 737
III
(36m) 45' (13.7m) 320/EMBRAER ERJ 190-100 MAX
118' (36m) - < 45' (13.7m) - < X X X X X

IV B767/AIRBUS A-310
171' (52m) 60' (18.3m)
171' (52m) - < 60' (18.3m) - < X X X X

V
214' (65m) 66' (20.1m)
B 747‐400 B777/B787/A330
Note: TWY’s D & H cannot be used at the same time

APPENDIX D
6
3 5
1 2
4
9
Taxiway C SW of the
transient ramp
wingspan of 94'or less
APPENDIX E

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CAPITAL REGION AIRPORT AUTHORITY - IROPS PLAN

Document Revision Log................................................................................................................................. 4

4.1.8 Other Providers to Consider ............................................................................................... 25

Appendix C- Design Group Matrix………………………………………………………………………………………………………..35

Appendix D – Staging Map………………………………………………………………………………………..………………………….36

Appendix E – Lansing Teminal Apron Marking Plan..…………………………………………..……………………….………37

Document Révision Log

Revision Page Date Content

American Airlines (handled by Lansing AvFlight)

1.2 Use of Terms

FAA – Federal Aviation Administration

CBP – Customs and Border Protection

TSA – Transportation Security Administration

1.3 Passenger Needs

1.4 Causes of IROPS Events

1.5 Planning for Coordinated Response

Chapter 2 – Before an IROPS Event

2.1 Establishing an IROPS Contingency Response Committee

2.2 Member Organizations and Representatives 24/7 Contact List

Chapter 3 – Current Situation

• Local IROPS event history

3.1 Coordinating Existing IROPS Contingency Response Plans

Lengthy Tarmac Delay Programs

3.2 Reviewing Local IROPS Events and Assessing Local Situation

3.3 Passenger Needs during an IROPS Event

3.4 Tracking of Delayed Aircraft

Tracking Delayed/Diverted Aircraft

3.5 Trigger Events and Communication Plans

Trigger Events and Communication Plans

• Concessions the situation

3.6 Support for Passengers

Support for Passengers

3.7 Tracking Inventory

Tracking Resource Inventory

3.8 Skills Available

AvFlight personnel regularly service Scheduled Charters and

lavatory carts, GPUs, Deice equipment, catering box trucks, potable

Public Safety Officers are MCOLES certified law enforcement

Chapter 4 – Establishing Procedures to Cooperate

4.1 Cooperation Procedures

Established Procedures with Airlines

Announcements are made by Airline Customer Service agents when

Throughout the delay, communication between Delta’s Operations

United provides the following Assurance to Customers:

United’s customer service provisions during a lengthy tarmac delayed

• Customers are encouraged to make appropriate preparations

AvFlight will provide a comfortable cabin temperatures and operable

AvFlight will provide passengers with flight delay notifications every 30

Established Procedures with FAA

a. Listed staging points:

Established Procedures with CBP

During initial notification CBP will require:

Established Procedures with TSA

Established Procedures with Concessions

If additional staffing is required during an IROPS event, the on-duty

Menu availability may be limited during irregular operations but every

4.1.6 Ground Transportation

Established Procedures with Ground Transportation

4.1.7 Fixed Base Operator

Established Procedures with the Fixed Base Operator

4.1.8 Other Providers to Consider

• Mutual-Aid Emergency response (LEO, fire, EMT)

Chapter 5 – Review, Update and Training

5.1 IROPS Coordination Workshop