Air carrier Dispatcher reported not being able to maintain company communications with a flight in oceanic airspace; as well as the flight not maintaining communications with ATC. The flight was able to communicate later in the flight.

Date: 2025-01 · Aircraft: Commercial Fixed Wing · Phase: cruise

Anomalies: atc-issue-all-types|aircraft-equipment-problem-critical|deviation-track-heading-all-types|deviation-discrepancy-procedural-far|deviation-discrepancy-procedural-published-material-policy

Synopsis

Air carrier Dispatcher reported not being able to maintain company communications with a flight in oceanic airspace; as well as the flight not maintaining communications with ATC. The flight was able to communicate later in the flight.

Narrative

In the pass down; the prev Dispatcher said they had a special route per the Captain close to the coast because its satcom is inop. I had Captains calling for briefings as I was signing in. ZZZZ operations called and said ATC did not have the flight plan. I looked at the flight and noticed they were delayed 1hr30min. I opened the flight in the flight planning software to send the plan to ZZZZ ATC again. I guess it timed out less than the normal 2 hrs after proposed time. I calculated the flight and sent the plan just to ZZZZ ATC. I sent a delay message for XA:30. I sent changes to the other Centers with the new dep time in case they timed out as well. When calling for clearance the crew did not request a full readback of the flight plan; which they should when the route is changed. A note in the remarks of the flight plan should say to get a full readback. I received an ACARS message from the crew about 25 min after takeoff saying that DL and CPDLC were working. No info about the route issue was sent then. Later I tried to send the ETOPS weather and they did not respond. I tried to get position reports and nothing was going through. I called ARINC for help to contact them and they couldnt reach them. I then called ZZZZ2 radio to try to contact them. They did not reach them either. The Captain called me on his cell phone from the flight deck. (2 times) he told me about the route issues and I read off the ETOPS weather for him to complete the ETOPS weather acknowledge process. I verified the route with the Captain and he told me he should have done a full readback. I asked him for the Centers he would be flying through to be sure I knew who to call to verify the route to expect the flight to be flying. He thought the ground communication stations were not able to handle the ACARS messages. His ACARS started working again in ZZZZ FIR. I called ZZZZ3 FIR to verify the route there. I called ZZZZ4 numbers with no answer but the guy at ZZZZ5 FIR said he would contact them for me. The guy at ZZZZ5 FIR who was busy confirmed the route was the same through his and the next FIR. What I think happened was that when I went into the flight I forgot to activate the latest release and instead calculated an older variant that it was on when I opened the flight instead of being on the current one. I should have checked the route which would have made me relize there was a difference.

Source: NASA Aviation Safety Reporting System (public domain). Reports are voluntary submissions and are not verified by NASA.