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Contingency Plan for Lengthy Tarmac Delays

ORIGINAL filing with DOT on May 10, 2012

Hawaiian Airlines is committed to providing our customers with a service quality and on-time performance level that ranks among the highest in the industry. The impact of weather, air traffic flow control, airport operations and safety factors have occasionally caused lengthy tarmac delays. The Hawaiian Airlines commitment to excellent customer service includes successful compliance to the US Department of Transportation (DOT) regulations. Hawaiian Airlines has detailed plans to manage and minimize lengthy tarmac delays, while providing a safe and pleasant travel experience to our customers.

In compliance with DOT regulations and 14 CFR 259.4, Hawaiian Airlines has adopted a Contingency Plan for Lengthy Tarmac Delays for its scheduled and public charter flights at each US large, medium and small hub airport and non-hub airport at which HA operates such air service and shall adhere to our plan’s terms. Information regarding the Hawaiian Airlines Contingency Plan for Lengthy Tarmac Delays are included on the Hawaiian Airlines website: www.hawaiianairlines.com

Hawaiian Airlines procedures and assurances of our Contingency Plan for Lengthy Tarmac Delays are detailed in the System Operations and Passenger Service manuals and include:

  1. For domestic flights, Hawaiian will not permit an aircraft to remain on the tarmac for more than three hours before allowing passengers the option and opportunity to deplane and return to the airport terminal unless either:
    1. the pilot-in-command determines there is a safety-related or security-related reason (e.g. weather, a directive from an appropriate government agency) why the aircraft cannot leave its position on the tarmac to deplane passengers;
    2. 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
  2. For international flights covered by this plan that depart from or arrive at a U.S. airport, assurance that Hawaiian will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers the option and opportunity to deplane and return to the airport terminal unless either:
    1. 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;
    2. 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
  3. The option and opportunity to deplane for passengers will be applicable to a diversion commercial airport, as well as at the originally scheduled airport
  4. For all flights, assurance that Hawaiian will provide adequate food and potable water no later than two hours after the aircraft leaves the gate (in the case of a 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
  5. For all flights, assurance of operable lavatory facilities, comfortable cabin temperatures, as well as access to adequate medical attention if needed, while the aircraft remains on the tarmac
  6. For all flights, assurance that the passengers on the 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
  7. For all flights assurance, that the passengers on the delayed flight will be notified beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter 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
  8. Assurance that Hawaiian has sufficient resources and descriptions of the procedures on how to implement the provisions of this Plan, as well as share facilities and make gates available in an emergency, are included the Hawaiian Airlines Passenger Service manual and the System Operations manual
  9. Assurance that Hawaiian has coordinated this plan with airport authorities (including terminal facility operators where applicable) at each U.S. large, medium and small hub airport and non-hub airport at which HA operates, as well as regular U.S. diversion airports
  10. Assurance that Hawaiian has coordinated this plan with U.S. Customs and Border Protection (CBP) at each U.S. large, medium and small hub airport and non-hub airport that HA regularly uses for international flights, including diversion airports
  11. Assurance that Hawaiian has coordinated this plan with the Transportation Security Administration (TSA) at each U.S. large, medium and small hub airport and non-hub airport at which HA operates, including diversion airports
  12. As specified in the Hawaiian Airlines Contract of Carriage, when Hawaiian Airlines flight are operated by other carriers or for code-share flights, the Tarmac Delay Policy for the operating carrier will apply
  13. Applicable amendments to this Plan will be filed appropriately with the DOT
  14. Hawaiian Airlines will retain required records for two years about any tarmac delay that lasts at least three hours:
    1. The length of the delay
    2. The precise cause of the delay
    3. The actions taken to minimize hardships for passengers, including the provision of food and water, the maintenance and servicing of lavatories, and medical assistance
    4. Whether the flight ultimately took off (in the case of a departure delay or diversion) or returned to the gate
    5. An explanation for any tarmac delay that exceeded 3 hours (i.e. why the aircraft did not return to the gate by the 3-hour mark)

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