Date: 201503
Local time of day: 1801-2400
Location: ZAN.ARTCC, AK
Light: Night
Aircraft: Widebody; Low Wing; 2 Turbojet Eng
Operator: Air Carrier
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZAN
ATC / advisory: Center ZAN
Reporter organization: Government
Reporter function: Enroute
Reporter qualification: Air Traffic Control Fully Certified
Human factors: Workload; Troubleshooting; Time Pressure; Situational Awareness; Distraction; Communication Breakdown; Confusion
Second reporter function: Handoff / Assist; Supervisor / CIC
Anomaly: Deviation / Discrepancy - Procedural Clearance; Deviation / Discrepancy - Procedural Published Material / Policy; Inflight Event / Encounter Weather / Turbulence
Detector: Person Air Traffic Control
When detected: In-flight
Result: Air Traffic Control Provided Assistance
Contributing factors: Procedure
Primary problem: Procedure

Narrative: I was plugged into Sector 63/69; previewing the sector when Magadan Control called.  In broken English; the Russian controller asked about Aircraft X; saying that his flight plan was not approved by the Russian State Department; that the approval to enter Russian airspace was in error; saying the 'date was incorrect.'  The Russian controller was asking for an updated entry approval; saying that he knew 'it wasn't a big deal for us but that it was a big deal for him.'I told the R63/69 controller that I would coordinate with the Watch Desk and [the] traffic management unit (TMU).  I unplugged and verbally informed the Watch Desk OM (Operations Manager) what was happening and I asked him to make the appropriate phone calls.  His response was 'We don't do that here.'  I told him that the aircraft was approaching the Russian Boundary and that I was unsure if he was going to be able to enter their airspace safely.  I then asked him to call Aircraft X dispatch and ask them to forward the appropriate information to the Russian Controllers.  His response was 'We do not have the dispatch number so ask the pilot to contact their own dispatch.'   I then suggested that TMU might have the dispatch numbers or at the very least the Command Center would have contact information.  The Watch Desk OM negated my request to TMU and instead went back to Flight Data; asking them to send another flight plan.  I tried to explain that the Russians were asking for was an updated entry approval and he again stated that 'we don't do that here' and he told me not to worry about it.I decided that I wasn't going to get any help from the OM so I returned to the sector.  The R63/69 controller told me that he would slide over to the D-side to assist me in contacting dispatch.  I took over the sector and for the next 10 minutes the CIC and the new D-side controller attempted to contact Aircraft X dispatch using a landline phone number; to no avail.  I finally broadcast to the pilot our difficulties and requested his assistance in getting the appropriate information to the Russian authorities.  The pilot's English was very poor but I think he got the message and was attempting to do so.During these exchanges; I was attempting to help multiple pilots that were experiencing moderate turbulence and wind shear aloft in excess of 50 knots in the southern end of Sector 69.  The added distraction of having to attempt this coordination through a foreign-speaking pilot was disconcerting; to say the least.The Russian controller called me back about 15 minutes prior to Aircraft X entering their airspace and requested that I confirm his cleared routing.  I did so and then relayed the information back to Magadan.  I then asked if Aircraft X was approved to enter their airspace and the Magadan controller said affirmative.  I relayed this back to the pilot and he continued on without delay.I would recommend a briefing about the necessity to obtain approval before entering foreign airspace; the need to support the requests for operational assistance from working controllers; and possibly an updated contact list for all the company dispatchers.


Second narrative: I was working as CIC when the sector 69 controller informed me he had an issue with a transfer on Aircraft X over VALDA going into Magadan ACC (Area Control Center) airspace.  He informed me that the Magadan controller had taken the initial transfer; but had called back and said there was an issue with the flight's flight plan and permit to enter Russian airspace; saying that the date was incorrect.  The controller on sector explained that the Russian controller explained in broken English that this was a very big deal for them and was requesting us to help clear the issue. At this time I realized the controller that was getting ready to plug in on sector 69 for a recertification check ride was already speaking with the OM (Operations Manager) about the matter.  Shortly thereafter that controller and the OM came down to the area and the controller on position explained the situation; to which the OM responded basically that it was a permitting issue between the company airline and Russian air traffic and that Anchorage Center did not deal with that at so therefore it was not our problem and to not worry about it.  The OM then returned to his desk and offered no other assistance.  The controller getting a recertification then plugged in with an FLM; received a relief briefing and took over the sector. The relieved controller then slid over to the d-side and attempted to contact Aircraft X dispatch with a number found in our AAID (Aviation Accident Incident Database) web database; using the VSCS (Voice Switching and Control System) PABX (Private Automatic Branch Exchange) line.  The controller was unsuccessful in getting the call to go through.  I suggested to the R-side controller that they should inform the flight crew of the issue so they could begin working with their company to try and clear the issue.  I then used the desk phone to dial the international number and was able to get through to Aircraft X dispatch and explained the best I could the issue with their flight entering Magadan airspace.  The relieved controller continued to hang in the area and offer assistance along with another controller; previous supervisor; who had just shown up for work.  As we discussed the problem in the area the FLM (Front Line Manager) plugged in giving the recertification finally asked what exactly the issue was.  The controller who had made the initial transfer to Magadan explained what Magadan had said.  The FLM asked if Magadan had said the flight was denied entry into the airspace; which the answer at the time was technically no.  The FLM's response to that was; 'that is all I care about.'   I then went to flight data and requested that they resend the flight plan to Magadan if they hadn't already done that.  The flight data employee then went over to TMU and asked if they had a fax number for Magadan. The OM seeing what was going on asked what the question was.  When I explained what I had requested it was clear he had returned to his desk and was completely unconcerned with the issue.  When I returned to the area I was informed that Magadan had called and requested verification of the aircrafts route of flight after VALDA; which was accomplished by the controller.  The sector 69 controller then verified and it was confirmed by the Magadan controller that Aircraft X was cleared to enter the airspace.  The pilots were informed and the flight continued on route with no delay.  I was absolutely appalled at the lack of concern and assistance of management to me as the CIC and ultimately the controller dealing directly with the situation.  The controller was also dealing with up to moderate mountain wave and the beginning of our afternoon oceanic traffic push consisting of a large volume of aircraft coming from Oakland Oceanic non radar into our domestic airspace.  Even though; yes; we do not deal with entry permits into Russian airspace the fact of the matter is we have an active; airborne aircraft; in our control who is in question whether or not they will be permitted to enter Russian airspace and less than 30 minutes from crossing the FIR (Flight Information Region). At any given time the Magadan controller could call and deny entry into the airspace making that absolutely 100% our problem; and drastically increasing the controllers workload trying to issue a last minute reroute to a foreign pilot in time to keep them clear of international airspace.  Also we are here to assist these flight crews to help them operate and efficiently as possible without delay and/or extensive reroute.  It was absolutely in our best interest and our duty to do anything we could to resolve the issue.  After talking with a former TMU employee about the issue she explained that this is a common issue that they deal with and in their scope of responsibilities to take care of.A briefing to our FLMs and OMs as to what we are here for and what their duties are.  They are here to assist the controller when requested.  'Not our problem' is not an acceptable assistance.  Also a briefing to our TMU team that this is part of their scope of responsibilities and its simple resolution.  The TMU team is very new and I don't think the employee knew what needed to be done and ultimately that is was even in his scope of responsibility.


Synopsis: ZAN Controller reports of problems associated with language barriers from a pilot and another control facility where English isn't the major language. The flight in question wasn't allowed into the foreign Controller's airspace because the date on the overflight permit was incorrect on the flight plan. ZAN Controller goes on to tell how they got the flight approved and able to remain on course.