Network Manager contacts

Our contacts are organised around operational contacts:

  • Flow Management
  • Flight Planning
  • Airspace Data
  • technical problems
  • archive data requests

as well as non-operational contacts, Crisis Coordination and Network disruption and overall management contacts.

In addition, the NM Contacts Matrix (pdf) provides a quick overview of the main contacts.

Quicklinks

OPERATIONAL

FLOW MANAGEMENT
For any flow management related enquiry

FLIGHT PLANNING
For any flight planning related enquiry

URGENT problems (24/7 service)
For real-time problems (on the day itself) which are primarily ATFCM matters and which require immediate action - such as slot allocation or flight suspensions - contact our E-Helpdesk via the Network Operations Portal (NOP).

Customers without access to the E-helpdesk can call the Central Flow Helpdesk for assistance:
  • Tel: +32 2 745 1901
URGENT operational flight planning problems (24/7 service)
Real-time operational queries about flight plan messages sent to the IFPS live system:
  • FP1 – Brussels: +32 2 745 19 50 or
  • FP2 – Brétigny: +33 1 69 88 17 50
Post-event office hours
Initial response time for post-event investigation is three working days.
NON-urgent flight planning assistance and problem reporting (24/7 service)
1. Test your FPL on IFPUV via the NOP and (for authenticated users) search for route proposals
2. Check the Users Manual and Operational Instructions and RAD related information.
If you are still experiencing difficulties, call:
  • FP1 – Brussels: +32 2 745 19 50 or
  • FP2 – Brétigny: +33 1 69 88 17 50

FAQs on interacting with our operations

Post-event Investigation of problems which occurred in the past (office hours)

Initial response time for post-event investigation is three working days.

To report post-event operational problems or anomalies to NM (i.e. unexpected behaviour or shortcomings in our procedures or systems), create an Operational Incident in the Claim Management application: CCMS-Web.

If unable to use the CCMS-Web, consult the procedures published in the Network Operations HANDBOOK and send the operational problem report form to nm.incident@eurocontrol.int

 
Repetitive flight plan - RPL (16-hrs service)
For problems and queries relating to the submission and maintenance of RPL files, contact the RPL team:

FAQs on interacting with our operations

FAQs

TECHNICAL PROBLEMS
Tokens, transmission, terminals problems or CHMI support or EAD operational & technical enquiries

AIRSPACE DATA
For any airspace data related enquiry

For problems with tokens, transmission, terminals which require immediate corrective action (24/7 service)

Contact the Customer technical Service desk & Operations (CSO) helpdesk

Airspace data
(H16 service)
Contact the Airspace Data (AD) Supervisor: Contact the CADF (Centralised Airspace Data Function)
CHMI support (training team - office hours)

For functional questions about the use of CHMI, contact the Network Operations training team:


EAD operational and technical enquiries

Check the EAD FAQ

General technical support FAQs

FAQs

FAQs on interacting with our operations

FAQs

ARCHIVE DATA
Request for archive data

These requests are only accepted via CCMS or NMIR.
They are available to registered users via their token.
NMIR is available for a fee of 500 EUR for a five-year period;
additional information can be found here.

To request access, please submit a service request,
which will be subject to a validation phase.

Alternatively, non-standard requests for the provision of
ad-hoc operational data and statistical reports can be made here

Non-operational

THE CONTACT INFORMATION ON THIS PAGE SHOULD NOT BE USED TO REPORT PROBLEMS OR TO REQUEST HELP WITH OPERATIONAL FLOW MANAGEMENT/FLIGHT PLANNING OR TECHNICAL ISSUES (SEE OPERATIONAL CONTACTS TAB)

NON-OPERATIONAL general information on the NM services delivered by the Network Management Directorate and how to access them:

  1. First consult our Frequently Asked Questions on accessing Services and Products (FAQs);
  2. Use the NM Service Catalogue;
  3. Assistance can be requested by contacting our NM User Relations Team;
  4. Information on our NM Services and Products can be found here;
  5. Access to NM Services can be requested via this form after consulting the Step-by-step guide.

Questions related to the NM Releases

  • Any questions (content, schedule, etc.) may be sent to nm.releases@eurocontrol.int
  • If you wish to receive regular information on the evolution of our operational procedures and services (e.g. being notified of changes in the Network operations HANDBOOK or of the publication of new NM Release Notes), please fill our Self Registration Form.

IANS Institute of Air Navigation Services & Network operations external training

IANS - EUROCONTROL Institute of Air Navigation Services

Network operations external training - Network Manager Directorate

For general enquiries relating to EUROCONTROL

Crisis & Disruption

NM crisis coordination and Network disruption contacts

  •  In the event of significant disruptions such as extreme weather, the Network Manager will activate the first phase of its network disruption procedure.
  • In the event of crisis situations such as the volcanic ash disruptions in 2010, the Network Manager will activate the European Aviation Crisis Coordination Cell (EACCC).

The main contact point in the event of an anticipated crisis is the NM Current Operations Manager (COM):

  • Tel: +32 2 745 19 31

NM Management

NM Management contact

Network Manager Director's Office