Professional IROPS Solutions & Airline Disruption Management in the Dominican Republic

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

We recognize the importance of IROPS terminology and standards—whether it's EU261/UK261 "right to care," DPAX passenger re-accommodation, crew layover logistics, or scalable emergency ground response. Cocotours specializes in comprehensive disruption management (IROPS) and is set up to serve pasajeros en contingencia (disrupted passengers) with 24/7/365 coverage and rapid activations. As of August 2025, we work with IROPS-focused DPAX companies in PUJ & SDQ and can align to partner workflows including DPAX. Our professionalism, nationwide coverage, and high service standards are engineered for irregular operations and crew logistics support.

Passenger Re-accommodation (DPAX)

Comprehensive passenger care services including hotel placement and door-to-door transfers, with clear passenger communication to reduce terminal dwell time and help protect satisfaction scores (CSAT).

Crew Transfers & Layover Management

Punctual, secure crew transport (airport ⇄ hotel ⇄ airport) and hotel sourcing aligned to airline or handling company requirements, with flexibility for both scheduled and irregular layovers. Our dedicated crew logistics support ensures seamless operations—in spring 2023 we provided crew transfers for LOT flights into PUJ.

Emergency Ground Logistics

Scalable emergency transport options in response to weather events, ATC constraints, diversions, or multi-flight incidents—ranging from VIP cars to vans, minibuses, and coaches, coordinated at short notice.

Operational Standards & Compliance

24/7/365 Control Support

Multilingual dispatch delivering real-time airline disruption solutions with live status updates on request, and clear escalation paths for coordination with airline station staff or network operations. Activation windows as short as 30–60 minutes depending on request path (control center / DPAX).

Duty of Care & Regulations

Processes mindful of EU261/UK261 "right to care" principles and local Dominican regulations, supported by documented SOPs for safety, data handling, and passenger communication.

Technology & Integration

Flexible workflows to accept secure manifests (email/SFTP), structured templates, or exports from existing partners, enabling clean data capture for reconciliation and audit.

Commercials, SLAs & KPIs

Understanding Airline Priorities

We are familiar with the performance measures often used in disruption management (IROPS)—such as Time to First Response (TFR), Dispatch-to-Pickup, Hotel Confirmation Time (HCT), and complaint ratios (proxy CSAT). We align reporting cadence and service levels to airline or intermediary requirements.

Operational SLAs (summary)

• Rapid activation: target ≤60 minutes from written request via operations/DPAX; some real-time airline disruption solutions can be activated from 30 minutes depending on channel and scope.
• Alternative-transport guarantee: if a scheduled vehicle is unavailable ≥15 minutes before pickup, we provide an equal or higher-class emergency transport substitute at our cost.
• Cancellation window: airline/DPAX may cancel up to 30 minutes pre-pickup with no charge; beyond that, standard no-show rules apply.
• No-show policy: pro-rated charge bands by distance (typical range 50–70%).
• No blackout dates: agreed fares remain valid during peak periods and citywide events.

Fleet & Safety Standards

• Clean, insured, non-smoking vehicles with functioning seatbelts and A/C; secure luggage capacity; GPS/tachograph tracking where specified.
• Uniformed drivers with visible ID (company + driver name).
• 24/7 operations with multilingual dispatch and escalation lines supporting comprehensive passenger care services and crew logistics support.

Why Cocotours

Reliable Local Partner with Global Alignment

With over 30 years nationwide in the Dominican Republic, Cocotours offers a professional platform that adapts to airline needs. Our supplier networks, documentation, and safety commitments support both regular transfers and irregular operations.

Memberships & Affiliations

We are an accredited IATA TIDS agency (ID 96171902) and a proud member of the Airport Ground Transportation Association (AGTA).

Flexible & Transparent

Billing and reporting can be tailored (by flight, PNR, crew ID) with clear invoicing and approvals. We prioritize adaptability over one-size-fits-all packages.

Onboarding & Next Steps

Collaborative Setup

1. Define scope: airports, service tiers, and escalation points.
2. Agree commercials: rate cards, voucher rules, invoice format.
3. Establish workflow: platform export, secure email, or SFTP handoff.
4. Test & refine: contact matrix, comms templates, and a sample incident.

Looking for broader support? Return to our Dominican Republic DMC services for transfers, tours, groups, and partnerships.