MD-11
Dispatch Dispatcher
Troubleshooting; Communication Breakdown; Distraction; Human-Machine Interface; Workload
Aircraft Equipment Problem Critical; Deviation / Discrepancy - Procedural Published Material / Policy
Flight Crew Diverted; Flight Crew Landed in Emergency Condition; Flight Crew Overcame Equipment Problem
Aircraft; ATC Equipment / Nav Facility / Buildings; Company Policy; Human Factors; Equipment / Tooling
Flight diverted due to flap disagree left side and autopilot left aileron alert messages. Unable to connect with flight via SATCOM or VHF phone patch thru ZZZ ARINC for troubleshooting. Was able ACARS throughout. Per center; the flight did request priority handling. No fuel dump.Maintenance issue enroute. Aircraft repeatedly attempted to contact Dispatch for voice communication. Unable to troubleshoot the issue with the flight and Maintenance Control. Recommended inquiry into the NATURE of the maintenance issue causing the divert PRIOR to requesting a preferred divert destination. Also of concern was the inability of the flight to connect with Dispatch via either SATCOM or VHF phone patch to evaluate the maintenance issue. Also; flight crews continue to send maintenance issues via ACARS. This leaves Maintenance out of the communication loop when maintenance issues occur. Dispatcher must then call Maintenance and request they read those messages. Some Maintenance Personnel will not respond to operations control messages.
A Dispatcher reported an Oceanic flight experiencing maintenance issues was not able to establish voice communications with the Dispatcher and the flight crew did not send ACARs messages through the correct channels so they were unable to connect with maintenance control.