SATCOM

1. Satellite voice communications may be used between the aircraft and the Company and between the aircraft and some ATS units.

2. In non-routine circumstances, or when safety or complexity are factors, voice may become the preferred mode of communications.

3. Due to the higher costs of SATCOM Voice, this should be used with discretion and only when it is the most appropriate means of communication.

4. The VPNC can initiate SATCOM calls to aircraft, using a secure phone system installed in the IOC. SATCOM calls to the flight deck should only originate from the VPNC.

5. A call from the VPNC to an aircraft can only be made in exceptional circumstances. Normal procedure for a Company call to an aircraft on SATCOM will be a request via ACARS for the flight crew to contact the Company.

6. SATVOICE serves as a back-up to datalink and should only be used after all other voice communication resources have been attempted.

7. SATVOICE may be required as a back-up to certain FANS routes.

Medlink

8.2.2.2.1 Medical CasesThe Commander may refuse to accept an invalid or incapacitated passenger, whether or not travel has been medically cleared, if he believes the passenger:

a. Is likely to be placed at risk by the journey;

b. Constitutes a flight safety hazard;

c. Might cause inconvenience or discomfort to others.

When making on load/offload decisions for passengers with medical needs, various support options exist to enable the Commander to make an informed choice. If any doubt exists, pilots should seek help or clarification from medical services or a doctor as follows:

a. MedLink.

b. Aerodrome Medical Clinic.

c. An Emirates doctor, contactable through the Network Operations.

The policy for medical diversions is located in Section 8.3.0.10.1.

8.2.2.2.8.1 Illness/Injury – GeneralIn the event of a passenger becoming ill or appearing to be unfit to continue the journey whilst on the aircraft or when about to board, the Commander must seek medical advice to determine if the passenger is fit to continue. Some Aerodrome Medical Authorities give written opinions to indicate that the passenger is fit to continue the journey, but if a written opinion is not available and the Commander is in any doubt, he may offload the passenger. Refer to Section 8.2.2.2.1. The Station Manager will then assist the passenger, on the understanding that Emirates will not be responsible for any medical charges incurred.

In a medical emergency, cabin crew may open the Emergency Medical Kit without first seeking permission from the Commander. Pursers must make an entry in the Cabin Log and inform the Commander when the seal onthe Emergency Medical Kit has been broken. The Commander will make an entry in the Technical Log.

To assist crews in dealing with medical emergencies, on ground or in-flight, MedLink, a 24-hour tele-medical resource Company, can be contacted by satcom/telephone, on 001-6022393627. The objective behind the use of MedLink is to have access to medical expertise whenever required. A doctor on call provides advice to help diagnose a medical problem and recommend treatment. If MedLink is required to assist with a medical situation on board, the TEMPUS Telemedicine Diagnostic Monitor, if available, must be used immediately.

8.2.2.2.8.2 Illness/Injury on Ground

MedLink’s advisory service covers all aerodromes within the Emirates network. In a situation where there is a concern about a passenger’s fitness to travel, or simply to get quick expert medical advice, MedLink services can be utilised whilst on the ground by Emirates aerodrome staff or cabin crew.

8.2.2.2.8.3 Illness/Injury In-FlightIn the event of a passenger illness/injury in-flight, cabin crew shall assess the sick passenger, and provide suitable first aid as appropriate in the manner of their training. If cabin crew have a concern about the medicalcondition of a passenger following assessment and/or first aid treatment, or require further medical advice because of the passenger’s condition, they must contact MedLink for advice. MedLink may request the crew tomake a PA for a medical professional to assist them.

In the event that the Purser/SFS advises the Commander of an in-flight medical emergency, the Commander will enquire whether they have called or need to call MedLink and whether the TEMPUS device, if fitted, has been used. If the cabin crew cannot contact MedLink, the Commander must be informed as contact may be accomplished via the use of the flight deck SATCOM. The Commander should be given details of the passenger’s condition as outlined in the Medical Incident Report form.

8.3.0.10.1 Medical DiversionsIf it becomes necessary to divert en-route due to passenger illness (e.g. heart attack, premature birth, etc.) the VP-NC shall be advised as soon as possible, and he shall be advised if the TEMPUS equipment and/or MedLink services have been used. Refer to OM-E for details regarding the TEMPUS equipment and MedLink service.

The prime consideration shall be for the well-being of the passenger, and everything possible shall be done to ensure that the best possible medical treatment is speedily provided. However, the Commander must considerthe overall risks of a diversion to the safety of the aircraft and its occupants.

MedLink can assist the Commander in selecting the most suitable diversion aerodrome from a medical perspective. If the Commander decides that a diversion is necessary he will provide MedLink with the ETA for the diversion aerodrome. MedLink will then take over all arrangements for medical services to meet the aircraft and will arrange for all follow-up treatment of the patient. Further details are provided in the OM-E.

If the Commander believes that the aerodrome recommended by MedLink is unsuitable for operational reasons, he should advise MedLink accordingly. If the recommended aerodrome is rejected, the VPNC shall be contacted to coordinate and provide an operationally suitable alternative. If the diversion aerodrome is an Emirates station, the Station Manager and his staff have guidelines on how to deal with the sick passenger. If no handling arrangement exists, liaise with MedLink, VPNC, or request assistance via Air Traffic Control. In the event there is no contact with MedLink or VPNC, and assistance is requested directly from the aerodrome of intended landing, flight crew shall request to be met by a doctor and/or ambulance on arrival, and relay, if possible, the following details:

a. Name of passenger.b. Illness (if known) or injury.

Details of the Commander’s actions shall be included in the Voyage Report on return to Dubai.

A Commander shall not give any indication that Emirates will accept any responsibility for the costs of providing medical care. The only exception is where passengers have suffered injury as a result of their flight with Emirates (e.g. injury caused by Clear Air Turbulence, pressurisation failure, etc.).

20.12.4.1.1 Before Departure

a. In the event of a passenger becoming ill or appearing to be unfit to continue the journey when about to board, on board, the Commander shall seek medical advice to establish if the passenger is fit to continue. Some Aerodrome medical authorities will give written opinions to indicate that the passenger is fit to continue thejourney, but if a written opinion is not available and the Commander is in any doubt, he may offload the passenger.

b. The Station Manager will assume responsibility for the care of the passenger, on the understanding that Emirates is not responsible for any medical charges incurred by the passenger.

20.12.4.1.2 After Departure

a. In the event of illness or injury to a passenger during flight, the Purser shall report the event to the Commander. The assistance of a physician or a nurse travelling as a passenger should be requested.

b. To assist crew in dealing with in-flight medical emergencies, MedLink, a 24 hour tele-medical resource company, based in Arizona, can be contacted directly by phone, on 001-602-239-3627 to provide medical advice. The objective behind the use of MedLink is to have the in-flight access to medical expertise whenever required. A doctor or a team of doctors on call can provide advice to help diagnose a medical problem and also advise on whether an enroute diversion is recommended and the most suitable enroute aerodrome for appropriate medical treatment. If the Commander decides that a diversion is necessary he will provide MedLink with the name of the diversion aerodrome and the ETA. MedLink will then take over all arrangements for medical services to meet the aircraft and will arrange for all follow-up treatment of the patient. (Further details are provided in EK/MedLink In-flight Emergency Procedures manual).

c. In the event that no specialist advice is available, the crew shall consider the following symptoms in deciding to continue the flight or land as soon as possible:

1. Fever, perspiration or swelling;2. Acute skin rash with or without fever;3. Severe diarrhea or vomiting;4. Any other apparent symptoms.

d. If the condition of the passenger is critical, the Commander shall contact the nearest suitable aerodrome for landing and ask for preparation for the care of the sick passenger.

e. When requesting assistance from the aerodrome of intended landing, the following details shall be relayed if possible:

1. Name of passenger;2. Illness (if known) or injury;3. Request for a doctor and/or ambulance;f. Details of the Commanders actions should be included on the Voyage Report on return to Dubai.

ACARS/CPDLC

ACARS1. Ensure the correct format is used for the flight number entry in ACARS. Use the Emirates three letter airline identifier UAE, followed directly by the flight number, with no leading zeros (i.e. EK006 would be entered as UAE6) when initializing the FMC/FMS and ACARS (refer to OFP ATC portion for same format).

2. ACARS is to be used to:

• Send departure, arrival and en-route reports, as per SOPs.• Gather weather information if not readily available from VOLMET or ATIS.• Provide early advice of technical problems to “DXBMCEK”.• Report problems encountered with Datalink, PDC/DCL, D-ATIS and OFP upload to “DXBOVEK”.

3. ACARS equipped aircraft will dispense with SELCAL checks to the HF service provider, unless the aircraft is dispatched with an unserviceable ACARS.

4. Whenever sending an ACARS message, end the messagewith the suffix “PLS ACK” (“Please Acknowledge”).

ACARS Message TransmissionsThe ACARS Datalink System utlizes two sub-networks, VHF through the Center VHF Radio in Data

Mode and SATCOM, to route messages to the ground or to receive uplink messages.

Routing of messages is based upon the airlines preference and sub-network availability. The system is set-up to use VHF as the preferred transmission path due to faster message transmission times and lower air/ground message costs. If VHF DATA is not available, either through the Center VHF switched to Voice Mode (i.e. not in DATA), or the aircraft is out of range of a service provider’s VHF ground station, messages will be automatically routed via the SATCOM sub-network.

ACARS will always be available irrespective of the Center VHF selection.

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