Share your FlightStory

0. Introduction

Dear Colleague,

To further improve our flight operations we need your feedback. The KLM ISMS is largely dependent on your reports. In the actual flight execution you experience the consequences of decisions made by KLM departments under all sort of conditions. Your feedback can help us all to learn.

FlightStory is a way to share your story about an interesting operational event. A kind of Share Your Experience app. You can tell your story also in cases where you don't think an ASR is applicable. Every year the KLM safety department ISSO (SPL/SA) receives many ASR’s. Most of which describe the event in a plain and factual manner. But we also want to hear about your experiences and opinions about the operational conditions and how you handled events. The intention is that we can learn from each other’s experiences. We hope to get a better insight in how flight disturbances are handled. At the same time we expect to get a better understanding about which aspects of the operation can be improved.
Many parties will benefit from your story: your collegues, flight operations management, training and safety management.
The story form will be sent to a secure KLM site under control of the safety department ISSO (SPL/SA). The form does not store any personal details from you other that what you enter in the form. The story will be reviewed and if needed cleaned from personal details or inappropriate language before making the story available for sharing.

We are working on a story sharing method so you'll have always access, also during your flight, to relevant stories for your own flight's Threat and Error Management. The more you share the more you will receive. Your contributions are welcome and your efforts are very much appreciated!
The first time you fill out a FlightStory form will probably take you around 25 minutes. However, once you get familiar with the way the form is set up and the questions that are asked, it will take up less of your time. In addition the form may act as a helpful tool in debriefing the event within the crew.
Sometimes the app can be a little slow to refresh a screen or respond to a button. Sometimes you have to wait a few seconds to get the desired response from the app. Small automatic updates of the app may be distributed and you'll be informed by the app when this occurs.


Please give us your story in either the ASR (event description) or in this FlightStory form. Please tell your story in a way in which your collegues can learn from it. There is no need to write your story in the ASR and in FlightStory. If you fill out both you can copy paste your story from the ASR to the FlightStory form and add details to the story to make it more informative.
Fill out the form in the sequence of the question numbers. Please use appropriate language and do not enter privacy sensitive data.
You can send the story after question 5 however you can also postpone sending the form until you have time to answer all the questions. All your entered data will automatically be saved until your send or clear the form. Your feedback is very much appreciated !

This project is planned to last about half a year. Your cooperation is voluntary and appreciated. If this method of evaluating events turns out to be successful a next version of this app will be developed. At the end of the form you can provide feedback about this app.

When you encounter problems please contact arthur.dijkstra@klm.com.

Thank you for sharing your experience and providing a learning opportunity.

FlightStory is a pilot project by the ISSO SPL/SA for KLM Flight Operations. (Version 0.2 )

1. Flight details *

Is the event in this story also reported in an ASR?

Please provide this data as per flight-schedule (and NOT actual date):

Aircraft type for this flight:

2. Your FlightStory *

Consider the following topics:
How did you notice? When did you became aware (of the situation)? How could you (not) control the situation? How could you prevent worse and create success?

Give (at least one) keyword(s) that fit your story:


3. Personal view *

What type of flight was this:
What is your function:

Number of years experience in your current function?

Number of years experience on your current aircraft?

After this event I felt:

I will remember this event for:

For B777/B787 operations: Did the variant flying operation on the B777/B787 contribute to or effect the event in any way? If so, please add this to your story.

I agree to share this story with other pilots. No personal information is stored and shared.

Check the boxes for criteria to share the story with other pilots (more than one possible).

4. Threats Barriers and Risk *

Threats exist or orginate outside the flight and have the potential to lead to an undesired situation.

Barrier functions are the combination of people, tools and procedures that achieve the desired against a threat. An important activity in safety management is to monitor occurence of threats and barrier performance. Your answers help to fill the possible gaps in the data and verify completeness of the risk models.
When thinking in terms of Threats, Barriers and their effectivity (performance):
(You can describe 3 threats and for each 3 barriers)

Which threats did you (your flight) have to manage?

Threat 1...

Threat 2...

Threat 3...

Considering the effectiveness of the barriers and a possible (credible, imaginable but no fantasy) accident outcome of this event; What is in your opinion the flight safety risk level of this event?

5. Your opinion of the event *


In this part you can express your opinion of the event. The form provides questions around important aspects of an event. These are placed at the corners of triarcs. You can express your opinion on the event by dragging and dropping of the orange dot in the triarcs. The closer the dot is placed (here a X) to a particular corner label, the more importance you give to that label. Below is an example.

In this case the triarc provides you a way to describe your preferences of car properties you desire. In this case ‘Fast’ is considered more important that ‘Economical. The least important is ‘Spacious’. A mark in the middle would indicate all three aspects are equally important. If none of the labels are applicable one can choose to check the ‘Not Applicable’ box.
A disturbance is something that makes you change your activities or plan. The disturbance can originate from the environment, or from inside the company or from crew itself. E.g.: More than planned headwind, technical failure, ATC strike, omission of a checklist item, etc.
The ‘event’ is the crew handling the disturbance using all the available resources to achieve a safe flight. E.g.: Rejected T/O due to engine failure, reducing Cost Index to reduce fuel consumption and maintain required margins, divert to an enroute airport because of a medical emergency.
You can leave additional remarks underneath each triarc.
If you think the question is not applicable for your story you can check the N/A box.

5. IATA Accident types *

In the extreme, under unfavourable conditions, this disturbance could have ended in the following accident types ?

Select each imaginable IATA Accident type for this event:

You may now send your answers, but we hope you will continue (20 min) to answer all questions. Thank you.


6. Operational Performance Conditions

Your rating of the performance conditions for this event.


With these next questions we would like to gather some insight into how operational conditions influenced you during your event.
The configuration of a flight; people, procedures, resources etc are the consequences of decisions made in the different departments of the KLM organization. The Operational Performance Conditions are a classification for the operational conditions that shape the performance of the people working in these conditions. The performance conditions are aimed to facilitate the highest possible performance regarding the BOP objectives e.g. safety, passengers and cost. In the following questions you can rate each Operational Performance Condition for the event you have experienced.
If you think the question is not applicable for your event you can check the N/A box.

Please mark to what extend each Performance Condition was supportive / adequate / efficient in THIS event.

For this event:

Critical information was complete and available well in advance and in time for usage

Critical, timely available and complete information of relevant issues can help the crew to prepare for demanding situations and or create opportunities.

For this event:

Critical information was usable and accurate for usage

Critical information was precise, easy to use and understand and helped the crew prepare for demanding situations and or create opportunities.

For this event:


The level and adequacy of relevant training, in relation the this event.

For this event:


The level and adequacy of relevant operational experience in relation to this event.

For this event:

Communication within crew or company:
Quality, use of language and effectiveness

The efficiency and effectiveness of communication, both in terms of timeliness and adequacy between relevant parties. This refers to the technological aspects (equipment, bandwidth) and the human or social aspects.

For this event:

Communication with other parties outside company:
Quality, use of language and effectiveness

The efficiency and effectiveness of communication, both in terms of timeliness and adequacy between relevant parties. This refers to the technological aspects (equipment, bandwidth) and the human or social aspects.

For this event:

Tools (software): easy to use and good ergonomics

User friendly and intuitive tools which prevent errors and support performance.

For this event:

Tools (software): adequacy for purpose

Adequate and effective tools which prevent errors and support a good performance.

For this event:

Procedures and policies: applicability, availability and completeness

The availability of procedures and policies (operating and emergency procedures). Only workable and adequate procedures and / or policies support performance.

For this event:

Interruptions, disturbances

A work flow that is disturbed or interruptions by others such as ground crew, ATC or cabin crew can affect essential tasks. Large disturbances may need to reorganise and adapt work.

For this event:

Goals: number of (temporal) conflicting goals to satisfy

The number of tasks (a) crew member(s) had to attend to and the rules or principles (criteria) for conflict resolution. Clear rules for conflict resolution may significantly support performance.

For this event:

Availability of time and related workload

The time available to carry out a task. Lack of time, even subjective, is likely to decrease performance. Lack of time may be due to too many goals, but can also occur for other reasons.

For this event:

Fatigue and circadian rhythm (WOCL)

Lack of sleep and whether or not a crew member had adjusted to the current time (circadian rhythm (WOCL)) influences performance.

For this event:

Crew collaboration quality Crew Resource Management

The quality of the collaboration among crew members, including the overlap between the official and unofficial structure, level of trust, and general social climate. This comprises the effects of crew resource management, as well as people's enthusiasm for work.

For this event:

Organisational support and quality

The quality of the roles and responsibilities of team members and people that support and influence the operation such as operational management, support offices, etc. Think about their safety culture, attention and service for the flight in relation to this event.

7. Fatigue

The description of your fatigue


With these next questions we would like to gather some insight into fatigue aspects.
If you think the question is not applicable for your event you can check the N/A box.

For this event:

Fatigue contributed to the event

Refers to contribution of (possible) reduced performance during the duty, or commuting after duty.

For this event:

What description fits best with your sense of fatigue when the event started:

Fatigue can be recognized by physical and cognitive signals. Physical signs: fidgeting, rubbing eyes, yawning, frequent blinking, staring blankly, long blinks, difficulty keeping eyes open, head nodding. Cognitive signs: increase in slips, increase in memory lapses, impaired attention, impaired memory, irritability and short-temperedness, reduced communication, impaired problem solving, increased risk taking, impaired situational awareness

For this event:

Fatigue training

The level and adequacy of relevant training, in relation to fatigue.

For this event:

Impact of roster

(More than one selection is possible)
If applicable, please indicate which of the following roster-elements contributed to the experienced fatigue.

For this event:

Sleep or rest at layover

Refers to quantity and quality of sleep during layover.

Number of hours of sleep

For this event:

Other factors that might have contributed to fatigue

(More than one selection is possible)
Refers to workload, disruption, cockpit environment and personal factors. Workload: eg. occurences during the flight both flying the aircraft and handling crew and passengers (eg. unruly passenger or medical help), additional tasks, specific demands station (e.g. Quito, Mexico) Disruption eg. delays, creeping delays or disruption in original roster. Cockpit environment eg. noise, light (too much or little), limited physical activity Personal e.g. health issue, chronotype, medication, sleep rigidity, sleeping disorder, home situation (enduring stress because of second employer/birth/death/employer/moving, etc, sleeping opportunity and quality of sleeping environment)

For this event:

Countermeasures fatigue during flight

The level and adequacy of countermeasures to cope with fatigue when it occurs during flight. Coping refers to timing and quality of the countermeasure such as: communicate fatigue to a collegue, coordinated workload, increased communication, timing and quality of excersise / nutrition / exposure to light / napping / caffeine / cockpit napping / inflight rest.

For this event:

Lifestyle coping with fatigue

The level and adequacy of the lifestyle to cope with fatigue. Coping refers to timing and quality of excersise / nutrition / exposure to light / napping / medication / alcohol as well als relaxing- and sleeping strategies and/or handling work / life balance.

8. Safety Performance


For safety management purposes we like to evaluate safety performance. We can do this by using all kind of measurements and classifications. For this particular event we would like your judgement since you were there. You were the person at the place and time of the event and you experienced how a specific part of the KLM (not only you as individual) handled the event. The whole KLM organisation has the responsibility for maximum safety performance, you were one of the KLM representatives in this event under conditions that were shaped by KLM organisational decisions.

The following questions are needed to get an expert judgement about the size of the gap between "safety performance by the best in class airline" and "the best KLM performance given its current organisation, maturity and standards".
The second judgement is about a possible gap between the currently "best possible KLM performance given its current organisation, maturity and standards" and the actual safety performance for this event. "Actual safety performance" may be less than "best possible" because of differences between planned and actual conditions, unexpected variations and complications etc.

We request two safety performance ratings. (Did you read the explanation above?)

100 is represented by the safety performance for this event by the"best in class airline" which is the leader in safety and manages the Operational Performance Conditions to the highest possible standards. This airline has the highest standards, qualities, safety culture and resources for safety management. If you give a rating of 100 you mean that KLM is the leader in avaition safety regarding this event and no improvements are possible.

1. How would you rate the best possible KLM safety performance for this event, given current organisational structure, standards, procedures and priorities ?
       Min: 0
World best: 100
2. How would you rate the actual KLM safety performance for this event, given actual Safety Performance Conditions and actual event situation ?
This rating is relative to the one above. If you give a rating of 100, then this event was at the maximum KLM performance as you indicated above.
        Min: 0
KLM best: 100

9. Feedback

Thank you very much !

Your efforts to fill out this form will certainly support KLM safety management and will provide insights for your colleagues.

We very much appreciate some feedback about how you experienced filling out the FlightStory form.


Dear Colleague,
We're sorry you ended up here to look for help after something went wrong. Please let us know what problem you encountered.
If you had: "Missing data ...check 1. Flight details and 2.Your FlightStory"
Try this: Select each question and check the data you entered.
IF: Both questions have all required data we have a problem...
THEN: 1. Make screen shots of all your answers.
THEN: 2. Delete the app from you Ipad.
THEN: 3. Delete website data from www.flightstory.nl via the following steps: Instellingen, Safari, Geavanceerd,Websitedata, find www.flightstory.nl and delete. or go here: Remove Website Data
THEN: 4. Reinstall FlightStory via www.flightstory.nl user: pilot password: story
THEN: 5. Place Flightstory on your homescreen again. Start flightstory via the icon on the homescreen and login again.
THEN: 6. Please try to send a story by just entering some data and a story with test-test.
IF test story was send successful please send your original story again, thank you.
Otherwise mail or call arthur.dijkstra@klm.com or call +31 6 422 743 71

Thank you for helping us to improve!

FlightStory is a pilot project by the ISSO SPL/SA for KLM Flight Operations. (Version 0.2 )
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Thanks for sharing !

Version 0.2