Dispatch Dispatcher
Situational Awareness; Communication Breakdown
Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Published Material / Policy; Ground Event / Encounter Ground Strike - Aircraft
Aircraft Aircraft Damaged; Flight Crew Diverted
Human Factors
Crew notified Dispatch that they had contacted Tower for evidence of blown tire. Flight Attendant heard and felt light bump aircraft right. Aircraft systems 1 normal. No cargo shift; no bird strike. Possible tail strike per crew. ZZZ responded after inspection with no evidence of blown tire. Crew reported again [that] he suspected a tail strike. I pulled position report; crew was at FL360. [He] said he would like to return to ZZZ unless we felt comfortable continuing. I called [Maintenance Control] and [Chief Pilot]. They both say he was not sure of tail strike; continue for now and we will do conference call. Took approximately 30 minutes to connect with ARINC. I then connected [Chief Pilot] and [Maintenance Control] into conference call. Captain says aircraft pitch was at 11.1/11.2 and tail strike pitch was 11.0. Captain said that he erroneously enter numbers 30;000 pounds off at departure and reconfirmed Flight Attendant felt and heard light bump. [Chief Pilot] put us on hold to speak with Fleet Manager. I pulled tail strike in QRH; which says not to pressurize the aircraft; Flight Attendant confirms bump and to land at nearest suitable. All others on phone said they felt safe to continue to ZZZ1 as pressurization was normal and they were not sure it was a tail strike. Conference call dropped so Dispatch sent ACARS expressing my opinion that I disagreed and we needed to land at nearest suitable which by this time was ZZZ2. Captain said he agreed with Fleet [Manager] and was continuing to ZZZ1 to burn fuel and reduce weight. I said 'Copy you will be using your emergency authority'. Captain said he was diverting to ZZZ2. I received position report; entered into SABRE and ran flight plan to new station ZZZ. I advised Captain release in system and advised showed to be 1000 pounds above structural landing weight. Advised [Maintenance Control] of possible overweight arrival. Structural was 146.3 planned showed to be 147426 on landing weight. Actual landing weight was 145176. Tail strike was confirmed in ZZZ.
Dispatcher reported that flight crew reported possible tail strike on takeoff; resulting in confusion between maintenance and flight crew resulted in a diversion and precautionary landing.