1. Immediate Response: Quickly assess the situation, communicate with all relevant departments, and initiate contingency plans.

Agree, from the VIPs customer service provider's perspective we have to be updated with all ongoing development on the current situation, keep our contact with the passengers on standby expecting enquiries at anytime during that situation, make the passengers sure that they are not left alone and we are always there to support and ensure their safety is our priority, eventually we have to share the outcome weither it's positive or negative and have a compensation in place with immediate decision and action.

It all depends upon that hiw advance information you have recieved about AOG. If there is a gap of 24 to 48 hours, the call center and accommodate the passengers on next available flight or process refund for those who request refund . Slightly difficult situation is when the flight is canceled at the eleventh hour. 90% passengers you will be able to handle by accommodating in next with or by refund .But there will be a small % of passengers which will require immediate adjustment on another airline or hotel .This should be handled on case to case bases and according to the situation. Save guarding the reputation of the airline is also important in such critical situations.

Passenger Rebooking: Rebook passengers on alternative flights, arrange accommodations if necessary, and provide timely updates to ensure minimal inconvenience.

I’m a retired flight attendant that worked in private (fractional) aviation for over 20 years. Fortunately, we had a fairly large fleet of aircraft that were available for ‘recovery’ flights. At least once a month during my 7 day tours, we would have a mechanical problem which grounded the aircraft on which I was working. That meant that Aircraft Scheduling, Maintenance, and Crew Scheduling needed to work together to see that everything had to come together in order for the flight to continue with minimal stress for everyone, most importantly the passengers. Inevitably, we succeeded and everyone was happy. 😊

Maintenance Coordination: Expedite maintenance procedures, coordinate with engineering teams, and ensure the grounded aircraft is returned to service promptly.

. Financial Management: Monitor costs, adjust budgets, and implement cost-saving measures to manage the financial impact of the disruption.

Strategic Planning: Review and update contingency plans, analyze the incident for future improvements, and enhance overall operational resilience.

The strategists better evaluate the response to the disruption, identifying areas for improvement and refining contingency plans. The ITIL 4 continual improvement model would be helpful; a recurring organizational activity performed to make sure the organization is aligned with the stakeholder’s expectations. The continual improvement model is part of the service value system (SVS).