Professional IROPS Solutions & Airline Disruption Management in the Dominican Republic
24/7/365 irregular operations support delivering rapid passenger re-accommodation, reliable crew logistics, instant hotel sourcing, and secure ground transportation—fully aligned with duty-of-care and EU/UK261 compliance, and built to integrate with airline and intermediary platforms.
Airports We Serve (Nationwide DR Coverage)
Operational control and on-the-ground teams at all major Dominican Republic airports:
- PUJ — Punta Cana International
- SDQ — Santo Domingo Las Américas
- POP — Puerto Plata Gregorio Luperón
- STI — Santiago Cibao International
- LRM — La Romana International
- AZS — Samaná El Catey
- JBQ — Santo Domingo La Isabela (El Higüero)
We also support nearby resort corridors, ports, and diversion fields by arrangement.
Who We Support
- Airlines (mainline, regional, charter, ACMI)
- IROPS/DPAX intermediaries, hotel procurement & disruption platforms
- Ground handlers, FBOs, TMCs, and alliance partners
Core IROPS & Crew Services
Passenger Re-accommodation (DPAX)
Instant hotel placement, meal/refreshment vouchers, and door-to-door transfers with clear passenger comms to minimize terminal dwell time and protect CSAT.
Crew Transfers & Layover Management
Rest-compliant routing, punctual pickups, secure crew transport (airport ⇄ hotel ⇄ airport), and contract-aligned hotel sourcing for scheduled and irregular layovers.
Emergency Ground Logistics
Scalable response for weather events, ATC constraints, diversions, and multi-flight incidents—coaches, minibuses, vans, VIP options, and convoy coordination when needed.
Operational Standards & Compliance
24/7/365 Control Center
Multilingual dispatch, live status updates on request, escalation paths, and incident command aligned to airline station and network ops.
Duty of Care & Regulations
Processes aligned with EU261/UK261 “right to care” principles and local regulations. Documented SOPs for safety, data handling, and passenger communications.
Technology & Integration
Flexible workflows—secure email/SFTP manifests, structured templates, or exports from partners (e.g., API/DPAX, Tairs). Clean data capture for reconciliation and audit.
Commercials, SLAs & KPIs
Measurable Performance
- Time to First Response (TFR)
- Dispatch-to-Pickup interval & On-Time %
- Hotel Confirmation Time (HCT)
- Cost per Incident (CPI) vs. benchmark
- Complaints per 1,000 passengers (proxy CSAT)
SLA and reporting cadence tailored to airline or intermediary requirements.
Why Cocotours
Local Leverage, Global Standards
30+ years operating across the DR with deep supplier networks (rooms, fleet, staffing) and enterprise-grade documentation, safety, and audit trails.
AGTA Member
Cocotours is a proud member of AGTA, underlining our commitment to professional standards, vetted partnerships, and consistent service delivery for groups, crews, and disrupted passengers.
Scalable & Transparent
From single-flight delays to multi-day events, we scale instantly. Itemized, auditable billing by flight/PNR/crew ID with agreed rate cards, caps, and approval flows.
Onboarding & Next Steps
Fast Setup
- Scope & SLA: airports, service tiers, KPIs, escalation.
- Commercials: rate cards, voucher rules, invoice format.
- Workflow: choose handoff (platform export, secure email, SFTP).
- Go-Live: contact matrix, comms templates, test incident.