Case 1

“Arriving to the Airport at scheduled time the crew realize that aircraft is coming late from
previous flight, and Captain request the VIP lounge to be used to wait for the aircraft
arrival, this is granted by BTS personnel to sit in the sofas of the VIP lounge but not allowed
to drink or eat anything. So, the crew proceeded to sit there and start with briefings.
Airport informs in the monitors that HAT6053 is arriving at 15:20 Local time, 13:20Z, after
our ETD. At that time we were having a CTOT at 13:45Z, which, even being very difficult,
made Captain to think about a very short turnaround to try to depart according to that slot.
Since BTS has “Fueling while boarding” procedure, Captain reviews the procedure with the
crew after informing about the slot, crew agree to try to do it to try to get the slot. Captain
calls BTS dispatch to inform about the intentions to have fuel and boarding prepared.
Captain then request FCG to update flight plans with 8500kgs of fuel to avoid refreshes and
recalculations since the internet connection is not very good and lately is taking a lot of
time to do a recalculation, so, with an updated plan this won’t be needed.

While HAT6053 was disembarking, Captain was already doing the walkaround and ordering
fuel and requesting to start boarding as soon as possible during refueling to try to get the
slot. All hopes of the Captain to depart according to slot are lost when the dispatcher inform
that a Wheelchair C is boarding. There is no ambulift in BTS, so firemen were going to
board this passenger on their arms (BTS procedure).

Even though, dispatcher informs about CTOT at 1610Z and Captain decide to continue
boarding and wait with the passenger on board for the delayed new CTOT, and then ask for
a ready message to depart as soon as possible.

When boarding is completed with 165 pax + 2 infants (one wheelchair C), the dispatcher
informs that CTOT is now 1710Z. Handling insist in trying the ready message, Crew close
doors and request tower to send a ready message, tower acknowledge and sent it.

Cabin crew inform about temperature in the cabin is rising and it is becoming very warm,
water is given to the passengers, APU has been working all time and is not being able to
keep the temperature low with that many pax and 29ºC and no clouds making the sun to
warm up the aircraft a lot. At that moment Captain wants to disembark, but all the handling
personnel is gone and they are not answering on the frequency 131.85 (stated at Leon, and
afterwards confirmed that it is wrong and that freq do not belongs to them, correct is
131.855).
Captain started doing signals after opening the window to some personnel on ground who
called to the dispatcher. When after about 10 minutes he arrived Captain requested stairs
and informed him that we were going to disembark, but handling denies and said that the
airport is full and there is no room where they could send the disembarked passengers and
they insist that best solution is waiting for the slot.

Captain switch fasten belts off and apologize again with the passengers informing that they
can go to toilet but not leave the aircraft because the airport denied the disembarking,
because the terminal is full.

The APU burnt all the extra fuel and we were almost at minimum required fuel, so, a new
fueling is needed which is coordinated to be done with pax on board. 9000kgs is requested
but 10000kgs is delivered.

At this point, when new planning and load sheet has to be done, and with this problem
about fuel, when captain check the weight limitations, he realized that operational flight
plan was wrong, finding that the aircraft set for the flight and calculations is 9H-MPW while
we are flying with 9H-AMW with different limitations, so, he requested to FCG (operations)
to change everything in tailog to 9H-AMW sending a picture of tailog with the wrong
registration assigned. They acknowledge and called by whatsapp and said they will do and
saying that leon was wrong and that’s why… Captain stopped him and say “I just need you
to correct that, don’t need to know the reason of the error now, just correct it, we don’t
have time to lose with explanations now please”.
Meanwhile, when we were about to reach the time to start push back according to
CTOT1655 at about 16:15Z, a new CTOT was issued, this time at 1901Z. Captain calls the
tower to ask about this situation of changing CTOTs randomly to get some explanation and
tower answers that we have to speak with our ops because they did cancel the flight plan to
send a new one with the correct registration and this made us lose the CTOT and generate
a new one, tower also advise that they didn’t need to cancel the flight plan because that
would have been solved with a “change” message to update the registration and we
wouldn’t have lost the CTOT. While speaking the CTOT became 1914Z and this made the
Captain to make the final decision to disembark immediately the aircraft since the
temperature was unaffordable and people was starting to be unruly and the incapacitated
(WCH C) was being attended by people because was not being able to breath.

Handling insisted that the terminal is full, Captain answered there´s nothing to speak
about, "we are disembarking now". They agreed and started disembarking.

Aircraft was disembarked, seems that people was also calling to 112 saying we were forcing
them to stay in the aircraft against their will (nobody stayed and they all came onboard
afterwards) and some other drama and complaints. Some pax came to Captain saying that
they were going to fill a complain, Captain apologized and told them to please do it as they
were in their right to do it. Other passengers passed by captain swearing in Slovak and
complaining, Captain did not answer to any of the threats showing apologies and
understanding their disappointment.

Since the passengers had to go out of the airport and come in again, we could not get an
improvement of CTOT at 1829Z, and thanks we didn’t start the embarkation because after
two minutes that CTOT became 1845Z and during the boarding it became 18:56Z so, we
would have to delay again with pax on board and the rebellion could have started again.

Meanwhile Captain was dealing a problem among cabin crew and senior was saying she was
disembarking and not continuing the flight. Captain had to stop that, ask people to forget
any disagreement and start as if nothing have happened and then after the flights, we
would deal with all those problems, not letting the discussion to escalate and Senior
accepted to continue onboard for the flight. All crew reacted well after that and reset their
minds as if we were starting from the beginning again. In Captain opinion Cabin crew was
also tired because of the temperature and their capacities and patience were affected by
that exposure.

Boarding was started again at 18:05Z and surprised a bit to Captain because it was very
fast boarding being finished at 18:15Z. To avoid another problem with rising temperatures
Captain requested early push and start, assuming the delay with engines running, so, at
least, this way, air conditioning was going to be well improved for pax comfort. This is what
it happened, and the rest of the flight was uneventful. Captain asked Senior cabin crew to
send his personal apologies to the incapacitated passenger that suffered the problems and
invited them to anything they wanted of the onboard service. Senior reports that they are
very nice and they appreciate the sign. After the flight, Captain went out of the cockpit for
the disembarkation to apologize to any unhappy passenger, but disembark was uneventful.
Then Captain went to apologize personally to the WCH C and her partner who were waiting
for the ambulift. Again, they had a nice attitude and they appreciated the apology, saying
that there was a point when she was not able to breath. Captain again apologized and
desired a nice holiday assisted by senior cabin crew translating to Slovak.

Short turnaround was made and next flight was uneventful.

Problems within the crew were debriefed after the flight and also Captain did congratulate
them for the very good reaction to reset their mind after the problem being able to perform
the flights as if nothing would have happened.”
Case 2

Regarding the positioning flight as a passenger, VGO clearly expressed

its disapproval publicly at the staff breakfast:
"Why do I have to travel in uniform all day? It's very uncomfortable for
me".
She addressed the question to me personally, holding me accountable
for my decision. She was apparently very angry and resentful of me for
this. I was forced to answer publicly, if she has already created this
situation: "that this is not mandatory, but rather recommended due to
the staff traveling together and the expected easier passage through
the services".
This atmosphere did not go down well with the rest of the crew,
especially since we had to fly together the next all day (CAG-CFU-
BTS).

VGO visibly and experientially indicated his permanent anger and

displeasure towards me with her behavior, so I decided to report the
incident to her superior.

The further decision regarding to the flight we were made together

with her superior, taking into account the importance of flight safety.
We have also discussed her flight schedule with the flight's PUR so that
she will be undercontrol of her behavior.

This attitude and behavior cannot be allowed (not accepted) during the
joint responsible work of the crew, especially in an emergency situation
when everyone must be counted on and can be trusted.”