B787-900
Dispatch Dispatcher
Distraction; Confusion; Situational Awareness; Workload; Time Pressure
ATC Issue All Types; Deviation / Discrepancy - Procedural Clearance; Deviation / Discrepancy - Procedural Published Material / Policy
Flight Crew Requested ATC Assistance / Clarification; Flight Crew Diverted; General Flight Cancelled / Delayed
Company Policy; Human Factors; Airspace Structure; Procedure
A flight called me when they were in Country X airspace saying Country Y would not let them enter because they did not have a flight plan on file. I resent a filing and requested assistance. After about 5 minutes the crew called back saying they were still being told to hold and that they would need to head to divert soon due to fuel constraints. I had also called Flight Plan Scheduling (FPS) requesting assistance. They called back and said that route should have not been used due to no overflight. The overflight had been requested yesterday; but we did not have approval yet. Other personnel also said that we did not have overflight approval. When we looked at the approved routeing document in the computer; it said that Aircraft X did have approval for Country Y so we were all confused. A few minutes later the document was taken down and then modified to say overflight approval pending. Also; that route was the route the FPS was the preferred route. The flight diverted for a planned gas and go.
Dispatcher reported a flight was dispatched over foreign airspace without the proper approval and had to divert.