A Dispatcher reported that his air carrier's system for maintaining operational contact between dispatchers and the flights for which they are responsible is unreliable and time consuming; resulting in an inability to provide services required by the FARs.
Synopsis
A Dispatcher reported that his air carrier's system for maintaining operational contact between dispatchers and the flights for which they are responsible is unreliable and time consuming; resulting in an inability to provide services required by the FARs.
Narrative
Failed communication contact between a flight and myself. I tried contacting this flight due to a Convective SIGMET that his route showed him going through. Tops were around FL390 and these embedded thunderstorms were moving from 210 degrees at 30K. First try via company radio failed because they were unable to raise him. Second attempt was via commercial radio service provider; which also failed. The commercial provider called back fifteen minutes later with initial contact but was not able to hold patch. Five minutes later flight called back via company radio. They climbed to FL380 from FL360 to get above the weather. I feel that according to FAR 121.99 I was not able to relay information in a timely manner. Our communication system is not rapid or reliable and; in addition; consumes time needed from other flights with potential issues. I would like to see an enhancement to our communication abilities so that I can pass information in a timely manner and help other flights without further delay!
NASA callback
Reporter advised that the aircraft at his airline do not have datalink or SELCAL capability and all company contacts are the result of either dispatch or the aircrew responding to a call as a result of monitoring the appropriate company frequency. The usual company network is a contracted service from an independent supplier. When Dispatch is unable to make an important contact with a flight they must go to an alternative commercial service that then must contact the appropriate ATC controlling agency who then calls the aircraft and advises the flight crew to contact 'company' via the commercial network. The reporter advises this can be a very time consuming process and fails to meet any reasonable test of required timely communications with flights for which he is responsible.
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Source: NASA Aviation Safety Reporting System (public domain). Reports are voluntary submissions and are not verified by NASA.