24 / 7 Emergency Response
Distressed Passenger Management & IROP Response
When flights are delayed, cancelled, or diverted, your passengers need hotels now. Apexx Worldwide activates within minutes — sourcing, booking, and coordinating hotel accommodation so your ground team can focus on the operational recovery.
< 30 Minutes Average Hotel Placement
From IROP notification to confirmed room assignments — measured from every live event
FAA Part 117 Compliant
EASA Compliant
IATAN Certified
24 / 7 Operations
<30
Min Avg IROP Response
100k+
Hotels in Network
24/7
Operations Center
500+
Airport Stations Covered
What We Handle
Every Type of Flight Disruption
From routine weather delays to large-scale system cancellations — our operations team is trained and equipped to manage any IROP scenario, at any volume, at any hour.
Weather Events
Snowstorms, hurricanes, fog, ice, and wind advisories causing ground stops, airport closures, and cascading cancellations across multiple stations simultaneously.
Ground stops
Airport closures
Cascading delays
Diversions
Mechanical Delays
Unscheduled maintenance issues, AOG events, aircraft swaps, and technical delays that extend beyond the 3-hour duty-of-care threshold triggering hotel accommodation obligations.
AOG events
Aircraft swaps
Overnight delays
Diversions
Aircraft diverted to alternate airports due to weather, medical emergencies, or security incidents — requiring immediate hotel and transport coordination at unstaffed or remote stations.
Weather diversions
Medical emergencies
Security events
Crew Shortages
Flight crew duty limit exceedances, illness-related cancellations, and positioning failures requiring overnight accommodation for stranded passengers while replacement crew is sourced.
Duty limit exceeded
Crew illness
Late inbound aircraft
System-Wide Disruptions
ATC system failures, airline IT outages, and network-wide cancellation events requiring simultaneous hotel placement across dozens of stations and thousands of passengers.
ATC failures
IT outages
Multi-station events
Missed Connections
Passengers missing onward connections due to inbound delays — requiring overnight accommodation, meal arrangements, and rebooking coordination at connecting stations.
Missed connections
Overnight stays
Meal vouchers
Our Response Protocol
From Notification to Hotel in Under 30 Minutes
Speed matters in IROP management. Every minute a passenger spends waiting at a gate without a confirmed hotel room is a minute of brand damage, a regulatory risk, and a duty-of-care failure. Our protocol is built to eliminate that wait.
<5
Minutes to First Response
Operations specialist picks up and begins sourcing within 5 minutes of your call
<15
Minutes to Block Rooms Secured
Hotel block rooms confirmed at pre-contracted properties near your station
<30
Minutes to All Passengers Placed
Every passenger has a confirmed room assignment before transport departs the terminal
<5
Single Invoice After the Event
All hotels, all meals, all transport — consolidated on one post-event invoice
Our Response Protocol
From Notification to Hotel in Under 30 Minutes
Speed matters in IROP management. Every minute a passenger spends waiting at a gate without a confirmed hotel room is a minute of brand damage, a regulatory risk, and a duty-of-care failure. Our protocol is built to eliminate that wait.
EU
261
EU Regulation 261/2004
European passenger rights — compensation, care, and re-routing obligations
Hotel accommodation
Meals & refreshments
Transport to/from hotel
Communication (2 calls/emails)
€250–€600 compensation
DOT
US DOT Passenger Protection
Department of Transportation tarmac delay & cancellation requirements
Hotel accommodation
Ground transport
Meal vouchers
Customer service plan compliance
IATA
724
IATA Resolution 724
International standards for passenger handling during irregular operations
Overnight accommodation
Rebooking assistance
Communication obligations
Ground handling standards
What Apexx Activates Automatically
On every IROP event, our team activates all applicable passenger care obligations — you don’t need to brief us on your regulatory requirements each time.
Hotel accommodation confirmed within 30 minutes
All passengers, all stations, regardless of event size
Complimentary transport between airport and hotel
Coordinated automatically as part of every placement
Meal voucher coordination where required
EU261 and DOT meal entitlement managed per applicable regulation
Full post-event compliance documentation
Room assignments, hotel invoices, and regulatory evidence pack issued within 24 hours
Compensation eligibility flagging
Events are tagged by regulatory trigger threshold for your legal/claims team
Scale We Can Handle
Active capacity across our IROP hotel network
Scale represents hotel room availability activatable within 60 minutes at major US hub airports. International station capacity varies by market.
Mass Disruption Capability
When Hundreds of Passengers Need Hotels Right Now
The real test of an IROP partner isn’t the routine 50-passenger delay. It’s the category-4 hurricane that grounds 4,000 passengers across three stations simultaneously. We’re built for that.
01
Pre-contracted block room inventory
Guaranteed room allotments at multiple properties per station, held exclusively for IROP activation — not subject to last-minute availability.
02
Overflow property network
When primary contracts are exhausted, our operations team has live relationships with secondary and overflow properties at every major hub.
03
Parallel station management
Our ops center handles multiple simultaneous IROP events across different stations — the same team, the same speed, regardless of how many events are active.
04
Scalable transport coordination
From one shuttle bus to 40 coaches — our ground transport network scales instantly with event volume, fully coordinated from our ops center.
Post-Event Reporting
Every Event Documented, Every Obligation Evidenced
After every IROP event, Apexx issues a complete documentation package — giving your ops, legal, and finance teams everything they need for insurance claims, regulatory filings, and internal reporting.
Event Summary Report
Comprehensive post-event report issued within 24 hours covering all placements, timelines, and outcomes.
- Full passenger room assignment log
- Check-in / check-out confirmation times
- Hotel contact details & confirmation numbers
- Transport manifest and vehicle log
- Response timeline vs SLA benchmarks
Regulatory Compliance Pack
All documentation needed to evidence your EU261, DOT, and IATA obligations — ready for regulatory audit.
- Regulatory trigger assessment (EU261 / DOT)
- Meal voucher issuance records
- Communication log (times & channels)
- Compensation eligibility flags
- Third-party expense receipts
Consolidated Invoice
A single, line-item invoice covering all hotel, transport, and associated costs — formatted for your accounts payable workflow.
- Per-room-night hotel costs by property
- Ground transport costs by vehicle type
- Meal voucher totals
- Insurance-ready cost breakdown
- Dispute resolution support if needed
Common Questions
IROP Management FAQ
Questions airline operations teams ask us before activating Apexx for IROP support.
One phone call to our 24/7 emergency operations line — 1-877-668-3555. Your ops team gives us the flight number, passenger count, station, and estimated timeline. We do the rest. For high-volume airlines, we also offer automated trigger integration via your PSS or operations system, where IROP events generate automatic notifications to our team without any manual call required.
Yes. We maintain hotel contracts and operational relationships at 500+ airport stations across 100+ countries. International IROP events are handled with the same response protocol, adapted to the local duty-of-care framework (EU261 in Europe, local CAAC/DGCA standards in Asia, etc.). Response time targets may vary slightly at remote international stations but our SLA structure applies globally.
Mass-disruption capability is a core part of our service. We maintain pre-contracted block room inventory beyond standard event volumes, maintain overflow property relationships at all major hubs, and our operations team manages simultaneous multi-station events as standard practice. We have successfully managed single events involving 3,000+ passengers across five stations simultaneously — without SLA deviation.
Every EU-applicable IROP event is automatically assessed against EU Regulation 261/2004 thresholds by our team. We flag compensation eligibility, issue the required care entitlements (hotel, meals, transport, communications), and produce a full regulatory evidence pack within 24 hours of the event. This documentation is formatted to satisfy CAA, DGAC, and Luftfahrt-Bundesamt audit requirements.
All three — and that's the point. Coordinating hotels, transport, and meals through three separate vendors during an active IROP event is operationally chaotic. Apexx handles all three as a single activation: hotel rooms are secured, ground transport to the hotel is dispatched simultaneously, and meal vouchers are issued in parallel. One call covers everything, and one invoice arrives after the event.
Yes. We offer standalone IROP / distressed passenger management programs for airlines that manage their own crew accommodation internally but want a dedicated emergency response partner for disruption events. Standalone IROP programs are available on a retainer basis or per-event pricing depending on your volume and frequency. Contact us to discuss which model fits your operation.
Ready to Partner?
Let's Optimize Your Crew Accommodation Program
Whether you’re a regional carrier looking for your first outsourced crew accommodation solution, or a global airline seeking a more personal alternative — Apexx Worldwide is ready to build a program around your exact needs.
- Or call us at +1 (516) 582 3144
- info@apexxworldwide.com