Dispatch Dispatcher
Communication Breakdown
Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Published Material / Policy
Flight Crew Overcame Equipment Problem; General Maintenance Action
Human Factors
Received call from [Maintenance] stating that they had received a SATCOM call from Aircraft X regarding their left IDG (Integrated Drive Generator) not working. Crew spoke to [Maintenance] directly; I was not involved in the conversation; though I should have been. This flight was still in an ETOPS area of operation; and IDG problems have an ETOPS impact and if the crew was required to start the APU; would have a fuel impact. Because [the crew] spoke to [Maintenance] without Dispatch on the line; no position report was obtained; either. After the fact; [I] figured out that a SATCOM call which came in earlier at another desk was the airborne Aircraft X. However; at that time; there was another flight of a different flight date on the ground and it was thought that was the flight calling; not the one in the air. In any case; the airborne Aircraft X crew apparently was offered to be transferred to their Dispatcher (which would have been me) but insisted on being transferred directly to [Maintenance] instead. I didn't realize what had transpired until after [Maintenance] contacted me.Not sure what happened or why crew did not involve dispatch in their communication with Maintenance. Fortunately; there was no operational impact and flight continued uneventfully to ZZZ. Remind crews that when they have an issue enroute; unless an immediate emergency or something else that doesn't permit; they need to keep their dispatcher in the loop and involved in order to ensure proper operational control is maintained.
Dispatcher reported flight crew neglected to notify Dispatcher of an engine component failure during flight. Flight crew contacted Maintenance directly.