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

  1. Scope & SLA: airports, service tiers, KPIs, escalation.
  2. Commercials: rate cards, voucher rules, invoice format.
  3. Workflow: choose handoff (platform export, secure email, SFTP).
  4. Go-Live: contact matrix, comms templates, test incident.