Airline Policy Documents

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I have been asked by a colleague to try and compile a set of airline policy documents that might be referred to by, say, check in or despatch personnel in the event of an irregular non safety-related occurance. Such occurrances could include (but would not necessarily be limited to):

a) passengers being denied boarding
b) a flight being cancelled
c) concessionary staff travel
d) flight delays

etc, etc

Essentially what I am looking for is some form of standard procedure which an airline usually follows in the event of an event such as one of these occurring. Apologies for vagueness, my colleague himself is not entirely sure what he is looking for.

Thanks in advance!