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IRROPS SOP — Delays, Rebooking and Cancellations (Corporate Standard)

IRROPS (Irregular Operations) are not edge cases — they are routine in corporate travel. A professional ground transport supplier has a defined response for each scenario before it happens. Corporate service quality is measured by how cleanly disruptions are handled: one owner on the client side, one dispatcher on the supplier side, clear statuses, and written confirmation of any changes.

TL;DR

  1. Real 24/7 dispatcher — not just the driver's phone
  2. Clear booking statuses at all times: Confirmed / In change / Cancelled
  3. Delays handled via monitoring — EA does not need to chase
  4. Rebooking requires a new flight number from EA; dispatcher confirms updated pick-up in writing
  5. Any route or price change confirmed in writing before execution
  6. Cancellation and no-show rules known in advance, not negotiated on the day

Roles

Role Responsibility
EA / Travel owner Primary client contact, provides new flight details, approves changes
EA backup contact                        Covers if EA is unavailable or in a different time zone
Supplier dispatcher (24/7) Coordinates driver, monitors flights, notifies EA, confirms changes in writing
Driver Execution only — does not make rebooking decisions independently

IRROPS scenarios and standard responses

 

Scenario 1 — Flight delayed under 2 hours

  • Dispatch monitors the delay in real time
  • Driver's schedule adjusted automatically
  • No action required from EA or passenger
  • Booking and fixed price unchanged
  •  

Scenario 2 — Flight delayed 2+ hours

  • EA or booking contact notified proactively by dispatch (WhatsApp or phone)
  • Driver recalled or held depending on new ETA and driver availability
  • New pick-up time confirmed in writing before driver is redeployed
  • Fixed price: if delay is airline-caused, no additional charge within a reasonable extended window (define in your SLA)
  •  

Scenario 3 — Flight cancelled

  • EA notified immediately upon cancellation detection
  • Booking placed on hold pending rebooking
  • Once new flight confirmed: EA sends new flight number, updated booking confirmation issued
  • Cancellation of original booking: no charge if cancelled due to airline cancellation (confirm this term before first booking)
  •  

Scenario 4 — Flight diverted

  • EA notified immediately
  • Route and vehicle reassigned if capacity allows
  • New fixed price confirmed in writing before driver dispatch
  • If diversion airport is outside original route: new route and price agreed in writing
  •  

Scenario 5 — Passenger unreachable

  • Driver attempts WhatsApp contact, then phone call
  • If no response within 5 minutes: dispatch contacts EA / booking contact
  • Driver does not leave without explicit instruction from dispatch
  • EA confirms whether to hold, rebook, or release

Information to include in every airport booking for IRROPS readiness

  • EA name and direct WhatsApp number (for proactive notifications)
  • Passenger's direct WhatsApp number (for driver contact)
  • Backup contact name and number (if EA is in a different time zone)
  • Explicit instruction: "If the flight is significantly delayed or cancelled, notify [EA name] at [number] before making any changes."

Copy-paste IRROPS clause

Please confirm IRROPS SOP:

(1) delay handling and monitoring procedure;

(2) rebooking flow — EA provides new flight number, dispatcher confirms updated pick-up in writing;

(3) cancellation rules and charges;

(4) 24/7 dispatch contact;

(5) confirmation that any route or price changes are agreed in writing before execution.

Red flags

  • "Call us on the day if there are any problems" — this is not a contingency plan
  • Only driver's personal phone as IRROPS contact
  • No stated cancellation policy for airline-caused disruptions
  • Route or price changes made without written confirmation

Related resources

  • Meet & Greet SOP — Krakow Airport (KRK): /knowledge/meet-and-greet-krk/
  • Flight Monitoring & Waiting Policy: /knowledge/flight-monitoring-waiting-policy/
  • Executive Assistant Transfer Checklist: /knowledge/executive-assistant-transfer-checklist/

24/7 dispatch for last-minute changes and IRROPS

WhatsApp / Phone: +48 662 905 905

Email: info@iqpd.pl

License No 92/2019

Contact

📞 +48 662 905 905

(24/7 Dispatch)

📧 info@iqpd.pl

IQPD Sp. z o.o.

ul. Jana Zamoyskiego 81

30-519 Kraków, Poland

VAT ID PL6751452415

KRS 0000384807

REGON 121519100

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