ABSTRACT

This chapter describes the concept of, and the rationale underpinning, the Airline Operations Control Centre (OCC), its purpose for existence and its importance in airline usage. In the event of a significant abnormal or extraordinary incident which may evolve into a crisis situation, the initial handling of the event will most likely be managed by the Integrated Operations Centre (IOC). The OCC as it was then more commonly termed, was no exception. It was often an area hidden away within an airline, seemingly unknown, certainly misunderstood, often mistrusted, and considered by senior management as a cost function to the bottom line of the business. The problem-solving process was highly reactive; typically applying a ‘fire-fighting’ approach as the OCC responded to situations as they evolved, and hence recovery was highly reactionary and somewhat routine. In the 1990s and 2000s, many evolutionary changes occurred in the industry.