Widebody; Low Wing; 2 Turbojet Eng
Dispatch Dispatcher
Workload; Communication Breakdown; Confusion; Time Pressure
ATC Issue All Types; Deviation / Discrepancy - Procedural Published Material / Policy; Inflight Event / Encounter Fuel Issue; Inflight Event / Encounter Weather / Turbulence
Flight Crew Became Reoriented; Flight Crew Diverted; Flight Crew Returned To Clearance
Human Factors; Company Policy; Procedure; Weather
The flight was a reposition flight. Estimated time of departure out of was at several hours before midnight which was entered into computer. Flight departed with no problems. Twenty minutes after the planned departure; systems controller advised that another flight going was having maintenance issues enroute to ZZZ and I was advised to divert the repositioning flight to [that airport]. At this point the repositioning flight was approximately 100nm North of [the intended destination airport]. There was also a strong line of weather stretching from [Arkansas] South. Since I had a good amount of tanker gas onboard; it was no problem routing him South of ZZZ1 and then around to the North to ZZZ. New routing; fuel numbers; all weather and NOTAMS were sent to crew and flight started making the turn to get around the weather. 10 minutes after diversion was made; the systems controller advised that maintenance has called in ZZZ up from maintenance and that we needed to divert the flight back to the original destination. Flight was contacted and told to stop the divert to ZZZ and to head to the original destination.Five minutes after flight started back to the original destination; systems controller advised that the systems controller never authorized this flight to stop the diversion to ZZZ and that the flight should head back to ZZZ. Contacted the repositioning flight and advised there was a mistake and that they needed to head back to ZZZ. At this point crew was getting pretty upset about this as was I; as I was dealing with enroute weather and trying to get him routed to ZZZ; and ATC advised the crew that the routing South of ZZZ1 would not work because they had too much traffic volume to the South. I advised the crew I would contact the FAA Traffic Management Unit (TMU) and see if there was another way to route the flight to ZZZ. Spoke to TMU and they advised that indeed South was not going to work and that the only way was to head up over original destination airport and North and then a turn to ZZZ after passing the weather in Arkansas. Since the repositioning flight was so close to the original filed destination now; was able to talk to them via air to ground radio and gave them the new routing to ZZZ; which meant he would fly over the destination before heading to ZZZ to get passed the line of weather. At this point the crew advised that it looked like they were out of duty when they got to ZZZ. Talked to the systems controller to confirm this; and he advised that; yes; they would be done when they get to ZZZ. Relayed this info to the crew and gave them the new routing and diversion was on. 5 minutes after this; the systems controller advise me that the crew did not have enough time to go to ZZZ and then head to file destination; and to divert the flight back to filed destination. I advised the crew of this and told them to divert back to filed destination. I advised them that I thought this was an unsafe event and that I would fill out an ASAP. The crew agreed that it was an unsafe event with the constant diversions and then calling them off that they would fill out an ASAP also.Multiple Diversions due to miscommunication and lack of information on the part of the systems control side is what is the safety issue here. To continue to divert flights back and forth because of this is a big problem in our department. This happens a lot. And it's only a matter of time before something happens because of this. All the work that has to be done to divert a flight; i.e. routing; weather; NOTAMS; airports; weather enroute is no small task; let alone the mindset the crews have to get; to go to an unplanned airport. And to constantly go back and forth with diversions because proper communication and research is not done; is a very big safety issue in my opinion. With all the information being passed between dispatcher and pilots; it's just too easy for something to be missed and then something happen that no one wants.We need a policy in place that states no more than one diversion and one stop diversion is the norm for our department. The Systems controller and operations controllers need to due a lot better communication and research when a diversion is needed. Also the attitude toward diverting flights needs to be taken a lot more seriously.
Before blocking out; our route of flight was changed to avoid a large line of thunderstorms between ZZZ and our destination. Just beyond ZZZ we were contacted by Dispatch (via ACARS) that an aircraft was broken and we were needed at ZZZ1. In the ACARS upload; our routing was direct [nearby waypoint]; then direct ZZZ1. We informed ATC of this change in destination and were told to standby to determine new routing. As we waited; we slowed to Green Dot; did a 'New Route To' and set up for ZZZ1. ATC explained that this expeditious routing we were given by Dispatch was not possible due to other traffic and the thunderstorms. They further insisted that our routing to ZZZ1 was going to require we route 'several hundred miles around South & West Texas'. We asked ATC to standby while I related this info to Dispatch. Several minutes later Dispatch responded that the ZZZ1 aircraft was fixed and we could proceed to our filed destination. Twenty minutes Dispatch again sent us 'Aircraft IN ZZZ1 IS DOWN AGAIN. AS MUCH AS IM AGAINST THIS; I NEED TO SEND YOU BACK TO ZZZ1'. I sent an ACARS back that I was not comfortable going to ZZZ1; based on weather; traffic; head winds and the unknown routing'. I was now able to receive Dispatch on radio #2 so I talked to the Dispatch and told him that he needed to coordinate with ATC and determine a route to ZZZ1 that ATC would actually allow us to fly AND that was clear of thunderstorms. I confirmed our fuel state with him (to ensure we were on the same page) and reiterated that his flight planning was showing the 150 knot head winds we'd experience enroute to ZZZ1. I said I was willing to go to ZZZ1 if he uploaded the burn to ZZZ1 (with routing used in the calculations) if ATC would permit that routing. Why awaiting this upload; we were again at Green Dot; did a new 'New Route To' and set up for ZZZ1 again in the FMS and EFB. Dispatch uploaded the new routing and ATC approved it this time. We turned west and started picking our way through the line of thunderstorms towards ZZZ1. About 5 minutes later; Dispatch called (we were still monitoring them on radio #2) and told us to disregard all and head to our original destination. Now only 40 miles from our destination at FL370 and surrounded by thunderstorms; we did yet another 'New Route To' and tried to get back into the destination arrival.We landed uneventfully. I feel it is paramount that Dispatch coordinate with ATC to determine a routing that ATC will actually allow us to fly BEFORE re-routing us to a new destination. Sending a fuel burn using direct routing that ATC will not approve (due to traffic or weather) could potentially cause an EMERGENCY FUEL state or worse.
An air carrier Dispatcher and Captain described an inflight diversion attempt to cover another mechanically down flight; but because of Dispatch system confusion; the flight was un-diverted multiple times while dealing with an extensive weather line.