Narrative:

Aircraft X contacted flight dispatch via satcom requesting phone patch with maintenance control referencing dual pack failure. Aircraft X patched with maintenance control. At that time; on the fusion aircraft situational display; flight had descended to FL100 per the procedure in the afm. Captain requested that flight operations duty manager and fleet technical director come on the patch for additional guidance. Per the afm; with dual pack failure; step 4 or 5 indicated for flight to land at the nearest suitable airport. Initially; this was discussed and captain said he did not want to go to ZZZZ. Best airport at the time was ZZZZ1. Weather; notams; airport facilities were good. Meanwhile for the next 30 minutes crew was busy still running multiple checklist with various EICAS messages popping up while talking to the fleet technical director. ZZZ airport was brought for consideration as a diversionary alternate. It was decided between the captain and crew and flight dispatch that aircraft X would proceed to ZZZ for diversion alternate. The airport was approximately 1 hour 20 minutes away. As the flight proceeded south; the cabin and flight deck begin warming up. The captain; crew and technical director were discussing how to cool both areas. At that time the crew started getting multiple EICAS failure messages pop up. It was then decided that ZZZ was not going to work and the new diversion station was changed to ZZZ1. Fleet technical director; maintenance control; and flight dispatch remained on the line with flight crew until they landed uneventfully in ZZZ1.

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Original NASA ASRS Text

Title: Dispatcher reported SATCOM call from a flight crew with a dual pack failure that resulted in a diversion.

Narrative: Aircraft X contacted flight dispatch via Satcom requesting phone patch with Maintenance Control referencing dual pack failure. Aircraft X patched with Maintenance Control. At that time; on the fusion aircraft situational display; flight had descended to FL100 per the procedure in the AFM. Captain requested that Flight Operations Duty Manager and Fleet Technical Director come on the patch for additional guidance. Per the AFM; with dual pack failure; step 4 or 5 indicated for flight to land at the nearest suitable airport. Initially; this was discussed and Captain said he did not want to go to ZZZZ. Best airport at the time was ZZZZ1. Weather; NOTAMs; airport facilities were good. Meanwhile for the next 30 minutes crew was busy still running multiple checklist with various EICAS messages popping up while talking to the fleet technical director. ZZZ airport was brought for consideration as a diversionary alternate. It was decided between the Captain and crew and Flight Dispatch that Aircraft X would proceed to ZZZ for diversion alternate. The airport was approximately 1 hour 20 minutes away. As the flight proceeded south; the cabin and flight deck begin warming up. The Captain; crew and technical director were discussing how to cool both areas. At that time the crew started getting multiple EICAS failure messages pop up. It was then decided that ZZZ was not going to work and the new diversion station was changed to ZZZ1. Fleet technical director; Maintenance Control; and Flight Dispatch remained on the line with flight crew until they landed uneventfully in ZZZ1.

Data retrieved from NASA's ASRS site and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.