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It includes teams of human experts specialized in solving problems related with aircrafts, crewmembers, and passengers, in a process called disruption management or operations recovery. In this article, the authors propose a new concept for disruption management in this domain. The organization of the AOCC is represented by a multi-agent system (MAS), where roles that correspond to the most frequent tasks that could benefit from a cooperative approach, are performed by intelligent agents. The human experts, represented by agents that are able to interact with them, are part of this AOCC-MAS supervising the system and taking the final decision from the solutions proposed by the AOCC-MAS. The authors show the architecture of this AOCC-MAS, including the main costs involved and details about how the system takes decisions. They tested the concept, using several real airline crew-related problems and using four methods: human experts (traditional way), the AOCC-MAS with and without using quality-costs, and the integrated approach presented in this article. The results are presented and discussed. <\/jats:p>","DOI":"10.1243\/09544100jaero864","type":"journal-article","created":{"date-parts":[[2011,2,5]],"date-time":"2011-02-05T02:19:05Z","timestamp":1296872345000},"page":"269-290","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":16,"title":["A New Concept for Disruption Management in Airline Operations Control"],"prefix":"10.1177","volume":"225","author":[{"given":"A J M","family":"Castro","sequence":"first","affiliation":[{"name":"LIACC-NIAD&R, FEUP, DEI, University of Porto, Porto, Portugal"}]},{"given":"E","family":"Oliveira","sequence":"additional","affiliation":[{"name":"LIACC-NIAD&R, FEUP, DEI, University of Porto, Porto, Portugal"}]}],"member":"179","published-online":{"date-parts":[[2011,2,3]]},"reference":[{"key":"bibr1-09544100JAERO864","volume-title":"Disruption management in the airline industry - concepts, models and methods.","author":"Clausen J.","year":"2005"},{"key":"bibr2-09544100JAERO864","unstructured":"Kohl N., Larsen J., Ross A., Larsen J., Ross A., Tiourline S. 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