Ground Handling Manual - Titan Airways · IATA Airport Handling Manual (AHM), IATA Ground Operations Manual and content of this manual, which qualifies and amplifies items from the

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Ground Handling Manual

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This document is copyright Titan Airways Limited and may not be reproduced in whole or part by any means without the prior written permission of Titan Airways Limited.

The Titan Airways’ Logo is a trademark of Titan Airways Limited and may not be reproduced without permission.

©2012 Titan Airways Limited

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GROUND HANDLING MANUAL PAGE i

PREFACE V 1.0

03JAN13

©TITAN AIRWAYS LIMITED

PREFACE

The following pages contain information and guidance for handling agents involved in Titan Airways’ ad-hoc charter operations. Agents should use the IATA Airport Handling Manual (AHM), IATA Ground Operations Manual and content of this manual, which qualifies and amplifies items from the AHM. Acceptance of a handling request from Titan Airways shall be treated as an agent’s acceptance of the procedures contained within this manual. It shall be the responsibility of the relevant Station Manager to ensure that each operation is managed using the latest downloaded copy of this manual.

This manual is also designed to provide guidance for those handling agents working with Titan Airways aircraft whilst operating under short or long term wet lease to other carriers. Where a policy or procedure contained within this manual is more restrictive than the policy of the customer airline then this document shall have precedence.

Titan Airways commenced operations in March 1988 and currently operates a jet aircraft fleet from its base at London Stansted Airport. The company does not operate scheduled services but offers a ‘tailor made’ ad-hoc charter service to corporations, holiday companies and other airlines.

The company offers a high quality service and is registered to the EU-OPS and ISO9000 Quality Standard. Flights are often booked at very short notice. Due to the urgent nature of such flights a high level of response is required from agents. Many flights are however booked months in advance. The same high-level quality service is required on all operations.

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GROUND HANDLING MANUAL PAGE ii

MANUAL STRUCTURE AND REVISION V 1.0

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SAFETY COMMITMENT

The aim of the airline is to conduct safe profitable operations, without incident, that conform to all relevant legislation, providing a high level of customer satisfaction.

It is the duty of all employees and contractors to report anything that is harmful to our business, safety of individual employees and operations.

Our policy of continuous improvement is supported by maintaining an independent quality system, to monitor compliance and adequacy of all procedures.

WARNING: This document is only distributed using the Internet and if printed becomes an uncontrolled document and marked as such. Agents are to ensure that they have access to this document online for any planned operation involving Titan Airways aircraft. For any information/policy not included in this manual the agent should contact Titan Airways for more information.

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GROUND HANDLING MANUAL PAGE iii

TABLE OF CONTENTS V 1.0

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TABLE OF CONTENTS

PREFACE ............................................................................................................................................ I SAFETY COMMITMENT ...................................................................................................................... II

TABLE OF CONTENTS ......................................................................................................................... III

SECTION 0 - MANUAL STRUCTURE AND REVISION .................................................................... 0-1

0 ....................................................................................................................................................... 0-1 0.1 General .................................................................................................................. 0-1 0.2 Amendment and Revision...................................................................................... 0-2 0.3 Obsolete Documents ............................................................................................. 0-2 0.4 External Documentation ........................................................................................ 0-3

SECTION 1 - ORGANISATION .......................................................................................................... 1-1

1 ....................................................................................................................................................... 1-1 1.1 Contact Details ...................................................................................................... 1-1 1.2 Aircraft Types and Configuration ........................................................................... 1-2 1.3 Schedules .............................................................................................................. 1-2 1.4 Types of Operation ................................................................................................ 1-2 1.5 Ground Handling Organisation .............................................................................. 1-3

SECTION 2 - HANDLING/CARGO AGENT REQUIREMENTS ......................................................... 2-1

2 ....................................................................................................................................................... 2-1 2.1 Facilities and Staff ................................................................................................. 2-1 2.2 Staff Training ......................................................................................................... 2-1 2.3 Library .................................................................................................................... 2-2 2.4 Documentation ....................................................................................................... 2-3 2.5 Retention of Documents ........................................................................................ 2-3 2.6 Equipment .............................................................................................................. 2-3 2.7 Contracts/Agreements ........................................................................................... 2-4

SECTION 3 - COMMUNICATIONS .................................................................................................... 3-1

3 ....................................................................................................................................................... 3-1 3.1 zapops.com ........................................................................................................... 3-1 3.2 VHF ........................................................................................................................ 3-1 3.3 Messaging ............................................................................................................. 3-1 3.4 Delay Codes .......................................................................................................... 3-2

SECTION 4 - PASSENGERS ............................................................................................................. 4-1

4 INTRODUCTION ........................................................................................................................ 4-1 4.1 High Profile/Celebrity/VIP Passengers .................................................................. 4-1 4.2 CIP/VIP Lounges ................................................................................................... 4-1 4.3 Classes of Travel ................................................................................................... 4-1 4.4 Charterer and Representatives ............................................................................. 4-2 4.5 Unaccompanied Minor (UNMIN) ........................................................................... 4-2 4.6 Infants .................................................................................................................... 4-3 4.7 Groups ................................................................................................................... 4-3 4.8 Passengers Requiring Assistance ......................................................................... 4-4 4.9 Passengers with Reduced Mobility ........................................................................ 4-4 4.10 Passengers Requiring Medical Clearance ............................................................ 4-5 4.11 Staff ........................................................................................................................ 4-6

SECTION 5 - CHECK-IN ..................................................................................................................... 5-1

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5 ....................................................................................................................................................... 5-1 5.1 Ticketing & Documentation .................................................................................... 5-1 5.2 Passenger Manifests ............................................................................................. 5-1 5.3 Desks – requirement .............................................................................................. 5-1 5.4 Pre-Flight Preparation ............................................................................................ 5-2 5.5 Desks - preparation ............................................................................................... 5-3 5.6 Travel Documents and Passenger Identification ................................................... 5-3 5.7 Security Questioning/Placarding ........................................................................... 5-3 5.8 Passenger information ........................................................................................... 5-4 5.9 Return Check-in ..................................................................................................... 5-4 5.10 Advance Passenger Information ........................................................................... 5-4 5.11 Seating ................................................................................................................... 5-4 5.12 Check-in Closing .................................................................................................... 5-4 5.13 Dangerous Goods carried by Passengers/Crew ................................................... 5-5

SECTION 6 - BAGGAGE .................................................................................................................... 6-1

6 ....................................................................................................................................................... 6-1 6.1 Baggage Allowance ............................................................................................... 6-1 6.2 Checked Baggage ................................................................................................. 6-1 6.3 Hand baggage ....................................................................................................... 6-1

SECTION 7 - SECURITY .................................................................................................................... 7-1

7 INTRODUCTION ........................................................................................................................ 7-1 7.1 General .................................................................................................................. 7-1 7.2 Passenger Check In .............................................................................................. 7-1 7.3 Passenger Screening ............................................................................................ 7-1 7.4 Hold baggage screening ........................................................................................ 7-2 7.5 Control of Firearms/Dangerous Articles/Law Enforcement Officers ...................... 7-2 7.6 Refusal of Passengers (Drunk/Abusive) ................................................................ 7-5 7.7 Prohibited Articles .................................................................................................. 7-5 7.8 Persons Exempt from Screening ........................................................................... 7-6

ANNEX A - .......................................................................................................................................... 7-7 7.9 Passenger Check-In Procedures ........................................................................... 7-7 7.10 Passenger Questioning ......................................................................................... 7-7 7.11 Passenger and Baggage Search Prior to Embarkation ......................................... 7-7 7.12 Transit Passengers ................................................................................................ 7-8 7.13 Processed Transit Passenger ............................................................................... 7-8 7.14 Passenger, Flight Crew and Cabin Crew Movement Control ................................ 7-8 7.15 Reconciliation of Hold Baggage ............................................................................ 7-9 7.16 Hold Baggage Manifest ....................................................................................... 7-10 7.17 Protection of Hold Baggage ................................................................................. 7-13 7.18 Mishandled Baggage ........................................................................................... 7-14

SECTION 8 - BOARDING ................................................................................................................... 8-1

8 ....................................................................................................................................................... 8-1 8.1 Boarding Area preparation .................................................................................... 8-1 8.2 Boarding Process .................................................................................................. 8-1 8.3 Additional Gate Security ........................................................................................ 8-1 8.4 Jump-seat rules ..................................................................................................... 8-2

SECTION 9 - WEIGHT AND BALANCE ............................................................................................ 9-1

9 WEIGHT AND BALANCE ............................................................................................................ 9-1 9.1 Load Control .......................................................................................................... 9-1

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9.2 Standard Seating / Load Plans (SSP/SLP) ........................................................... 9-2 9.3 Baggage/Cargo Loading (and Unloading) ............................................................. 9-2 9.4 Loadsheet .............................................................................................................. 9-4 9.5 Loadsheet Copy ..................................................................................................... 9-4 9.6 Last Minute Changes ............................................................................................. 9-4

SECTION 10 - RAMP OPERATIONS ............................................................................................... 10-1

10 ................................................................................................................................................... 10-1 10.1 Ramp Safety in Aircraft Handling ........................................................................ 10-1 10.2 Ground Personnel Safety Precautions ................................................................ 10-1 10.3 Danger Areas ....................................................................................................... 10-2 10.4 Equipment Restraint Area & Equipment Restraint Line ...................................... 10-2 10.5 FOD – Foreign object Debris ............................................................................... 10-2 10.6 Aircraft Arrival ...................................................................................................... 10-3 10.7 Post Parking Actions & Accessing aircraft........................................................... 10-4 10.8 Parking – Security ................................................................................................ 10-5 10.9 Departure (see also Loading & Weight and Balance sections) ........................... 10-6 10.10 Incident Management and Reporting .................................................................. 10-7

SECTION 11 - FUELLING ................................................................................................................ 11-1

11 ................................................................................................................................................... 11-1 11.1 Fuel delivery ........................................................................................................ 11-1 11.2 General fuelling precautions ................................................................................ 11-1 11.3 General Refuelling operations ............................................................................. 11-1 11.4 Fuelling with passengers on-board ...................................................................... 11-2 11.5 Fuelling Safety Zone ............................................................................................ 11-3

SECTION 12 - DE-ICING .................................................................................................................. 12-1

12 INTRODUCTION ...................................................................................................................... 12-1 12.1 Clean Aircraft Concept ......................................................................................... 12-1 12.2 Standard Method for Application ......................................................................... 12-2

SECTION 13 - SERVICING .............................................................................................................. 13-1

13 INTRODUCTION ...................................................................................................................... 13-1

SECTION 15 - CARGO ..................................................................................................................... 13-1

15 INTRODUCTION ...................................................................................................................... 13-1 15.1 Acceptance .......................................................................................................... 13-1 15.2 Security ................................................................................................................ 13-1 15.3 ULD/Pallet ............................................................................................................ 13-2 15.4 Loading ................................................................................................................ 13-3 15.5 Securing of cargo ................................................................................................. 13-4 15.6 COMAT ................................................................................................................ 13-4 15.7 Dangerous Goods ................................................................................................ 13-4 15.8 Live Animals ........................................................................................................ 13-4 15.9 Other Special Cargo ............................................................................................ 13-5 15.10 Contingency and Emergency .............................................................................. 13-6

SECTION 16 - MAIL ......................................................................................................................... 16-1

SECTION 17 - DANGEROUS GOODS – CARGO ........................................................................... 17-1

17 INTRODUCTION ...................................................................................................................... 17-1 17.1 Acceptance .......................................................................................................... 17-1 17.2 Loading / Unloading ............................................................................................. 17-2 17.3 Notice to Commander .......................................................................................... 17-3

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17.4 Undeclared Goods ............................................................................................... 17-3 17.5 Incidents .............................................................................................................. 17-3 17.6 Signage ................................................................................................................ 17-4 17.7 Undeclared/Mis-Declared Dangerous Goods ...................................................... 17-4 17.8 Spillage or leakage of dangerous goods in holds ................................................ 17-4 17.9 Documentation ..................................................................................................... 17-5

SECTION 18 - CARRIAGE OF ELECTRIC MOBILITY AIDS .......................................................... 18-1

18 ................................................................................................................................................... 18-1 18.1 Check-in ............................................................................................................... 18-1 18.2 Wheelchairs/Mobility Aids with Non-Spillable Wet Batteries or with Batteries which Comply with IATA DGR Special Provision A123 ................................................................ 18-2 18.3 Wheelchairs/Mobility Aids with Spillable Batteries .............................................. 18-3 18.4 Wheelchairs/Mobility Aids with Lithium Batteries ................................................ 18-4 18.5 Aircraft Loading .................................................................................................... 18-5

SECTION 19 - EMERGENCY RESPONSE ...................................................................................... 19-1

19 INTRODUCTION ...................................................................................................................... 19-1 19.1 Departure Handling Agent ................................................................................... 19-1 19.2 Contact Details .................................................................................................... 19-1 19.3 Support Functions ................................................................................................ 19-2 19.4 Media attention .................................................................................................... 19-3

SECTION 20 - CONTINGENCY PLANNING .................................................................................... 20-1

20 ................................................................................................................................................... 20-1 20.1 Disruption Procedures ......................................................................................... 20-1 20.2 Denied Boarding .................................................................................................. 20-1 20.3 Delay Notice ........................................................................................................ 20-3 20.4 Lost Baggage ....................................................................................................... 20-4 20.5 Contingency Guidance ........................................................................................ 20-4

SECTION 21 - QUALITY .................................................................................................................. 21-1

21 INTRODUCTION ...................................................................................................................... 21-1 21.1 Inspection ............................................................................................................ 21-1 21.2 Quality Audit ........................................................................................................ 21-1

APPENDIX A – BOEING 737-300 .............................................................................................................. I APPENDIX B – BOEING 757-200 .......................................................................................................... XVII APPENDIX C – BOEING 767-300ER ........................................................................................................ I APPENDIX D – BAE146-200 / RJ100 ....................................................................................................... I APPENDIX E – DESPATCH FROM STANSTED ......................................................................................... XVII APPENDIX F – ROYAL MAIL TURNAROUND PLAN – BAE 146-200 ........................................................... XIX

21.3 Introduction ............................................................................................................. xix 21.4 Taxi ......................................................................................................................... xix 21.5 Shutdown ................................................................................................................ xix 21.6 Chocks/Cones ........................................................................................................ xix 21.7 Tail Strut/Sill Protector ............................................................................................ xix 21.8 Forward Steps ........................................................................................................ xxi 21.9 GPU ........................................................................................................................ xxi 21.10 Operation of Freight Door ....................................................................................... xxi 21.11 HiLo Positioning ...................................................................................................... xxi 21.12 Dolly Alignment ....................................................................................................... xxi 21.13 Bear Clamp Release ............................................................................................. xxiii 21.14 Securing of Straps ................................................................................................ xxiv

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21.15 On Load ................................................................................................................. xxv 21.16 Removal of Tail Strut/Sill Protectors ..................................................................... xxvi 21.17 Steps .................................................................................................................... xxvii 21.18 Chocks/Cones ..................................................................................................... xxvii 21.19 Start Crew ............................................................................................................ xxvii

APPENDIX G – ROYAL MAIL TURNAROUND PLAN – B737-F/QC ........................................................... XXIX 21.20 Introduction ........................................................................................................... xxix 21.21 Taxi ....................................................................................................................... xxix 21.22 Shutdown .............................................................................................................. xxix 21.23 Chocks/Cones ...................................................................................................... xxix 21.24 Sill Protector ......................................................................................................... xxix 21.25 Forward Steps ....................................................................................................... xxx 21.26 GPU ....................................................................................................................... xxx 21.27 Operation of Freight Door ...................................................................................... xxx 21.28 HiLo Positioning ..................................................................................................... xxx 21.29 Unloading ............................................................................................................... xxx 21.30 Bear Clamp Release ............................................................................................ xxxii 21.31 Securing of Straps .............................................................................................. xxxiii 21.32 On Load .............................................................................................................. xxxiv 21.33 Securing of Load ................................................................................................. xxxvi 21.34 Belly Loading ...................................................................................................... xxxvi 21.35 Removal of Sill Protectors ................................................................................. xxxvii 21.36 Steps .................................................................................................................. xxxvii

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GROUND HANDLING MANUAL PAGE 0-1


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SECTION 0 - MANUAL STRUCTURE AND REVISION

0

0.1 General

This manual will be published and made available to Handling Agents by use of the Titan Airways operational web portal ( www.zapops.com )

0.1.1 Standard

The Company Operations Manual is issued in accordance with the EU-OPS standard. It complies with EU-OPS 1 and with the terms and conditions of the Company’s Air Operator Certificate.

0.1.2 Purpose

The Manual is for the use and guidance of all company operating personnel. Such personnel are to ensure that all commercial air transportation flights are planned and executed in accordance with the policies and requirements of the company and the regulator.

0.1.3 Terms, Definitions and Abbreviations

Where necessary, specific terms are defined at the beginning of the Part to which they are appropriate. Part A contains all definitions, terms and abbreviations relating to all other Parts

0.1.4 Gender

For brevity, the pronoun ‘he’ may be utilised throughout the Ground Handling Manual as well as ‘he/she’ or they. Where appropriate, the pronoun ‘she’ should be inferred or assumed.

0.1.5 Commercial Air Transportation Operation

An aircraft operation involving the transport of passengers or cargo for remuneration, hire or reward.

NOTE

Public Transport is not intended to cover Aerial Work or Corporate Aviation.

http://www.zapops.com/

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0.2 Amendment and Revision

0.2.1 Authority

The Ground Handling Manual is issued on the authority of the Company and the Operations Director will authorise all amendments to the document, as required by the Company (or by the United Kingdom Civil Aviation Authority). Any proposed amendment should be forwarded to the Operations Director by e-mail. All amendments will be in the form of printed, replacement pages; handwritten amendments are not permitted (except in situations requiring immediate amendment or revision in the interests of safety). Revision pages will be annotated to show the date of issue (and date of effect, if different), the amendment list number and the portion of the text which has been revised. The revised text is indicated by vertical ‘change bar(s)’adjacent to the changes, except where a complete re-issue of the Manual is undertaken. Each amendment will be accompanied by a revised list of effective pages with their dates of issue and by a certificate of receipt/incorporation. An amendment list record will be maintained at the front of each manual. Regularly contracted handling agents will be advised of new editions/amendments by e-mail. All other agents are directed to this volume as a part of the handling request generated by the company.

0.2.2 Carriage of Manual

It is not a requirement that a copy of the Ground Handling Manual be carried on Titan Airways’ Aeroplanes.

0.2.3 Urgent Revisions

Details of revisions which may be urgently required or which are supplementary to the Ground Handling Manual will be promulgated as Handling Notices and posted on the Titan Airways web portal (www.zapops.com).

Those of a temporary nature will be cancelled as soon as they are no longer relevant. Those of long-term application will be incorporated into the manual in conjunction with the next amendment or within six months of the effective date, whichever is sooner.

0.2.4 Access to Manuals

Operational personnel must have easy access to a copy of the Ground Handling Manual where relevant to their duties.

0.3 Obsolete Documents

Any obsolete document shall either be clearly marked as such or destroyed. Reproduced documents should be treated with due caution and their currency checked prior to use.


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0.4 External Documentation

External documentation used in ground handling operations will be assessed and monitored for suitability and content by the Operations Director or Operations Control Manager. Where items should be incorporated in other company manuals, this will be completed through the normal amendment process. Duplication of information should be kept to a minimum.

0.5 List of Effective Pages

This manual is issued electronically therefore the total number of pages are specified in the Revision Status in 0.6. This information should be compared with the total pages showing in the supplied electronic copy of the document.

0.6 Revision Status

Revision Record Sheet

Revision Revision Date Entered By Date Entered Number of

Pages (Total)

1.0 11 January

2013 Initial Issue

11 January 2013

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ORGANISATION V 1.0

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SECTION 1 - ORGANISATION

1

1.1 Contact Details

Name Titan Airways

Address Enterprise House, Stansted Airport, Essex. CM24 1RN

Telephone Switchboard +44 1279 680616 (H24)

Operations +44 1279 680357 (H24)

Telefax +44 1279 680110

ARINC/SITA STNTACR/STNTA7X

E-mail [email protected] charter@titan–airways.co.uk

IATA Code ZT

ICAO Code AWC

Managing Director Gene Willson +44 1279 680616 Operations Director Graham Baguley +44 1279 669700 Finance Director Rob Platts +44 1279 669610

Technical Director Paul Woodman +44 1279 680402

Operations Manager Greg Holland +44 1279 680616 Cabin Crew Manager Shaun Fitzpatrick +44 1279 680616 Inflight Services Manager Kim Braithwaite +44 1279 680616 Engineering Manager Dave Bunker +44 1279 680402

ERP Nicky Folwell +44 1279 669613 W & B Graham Baguley +44 1279 669700 DGR Graham Baguley +44 1279 669700

Operational data and the latest copy of this manual can ALSO be obtained from our operations website at www.zapops.com

mailto:[email protected]


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1.2 Aircraft Types and Configuration

Table 1-1 Aircraft Type and Configuration

Registration Type Configuration

Alternative Config (when advised)

G-POWD Boeing 767-300ER 265Y

G-ZAPX Boeing 757-200 202Y 76C, 80C, 40C/118Y, 40C,108Y

G-POWH Boeing 757-200 202Y 76C, 80C, 40C/118Y, 40C,108Y

G-ZAPW Boeing 737-300QC 130Y

G-ZAPZ Boeing 737-300QC 130Y 44C

G-POWC Boeing 737-300QC 130Y 44C

G-ZAPV Boeing 737-300QC Cargo

G-POWF Avro RJ-100 98Y Various

G-ZAPK BAe146-200QC 80Y

G-ZAPN BAe146-200QC 77Y

1.3 Schedules

Schedules will be advised to agents by SITA or e-mail in advance of the planned operation. All times will be UTC

1.4 Types of Operation

The following flight types will be referred to within this manual as shown in Table 1-2.

Table 1-2 Flight Types and Description

Category

Description

Closed Charter A flight where the entire aircraft is chartered by one

company/body for carriage of their own staff or

invited guests and no sale of tickets to the general

public.

Public Charter A charter flight available to the general public by

way of ticket sales or purchase as a part of a

holiday package.

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Category

Description

ACMI A flight operated by Titan Airways on behalf of

another carrier. Such flights may be long term

contract or short notice ‘rescue’ operations. All

handling is for the ticketing airline account.

Schedule

A flight operated by Titan Airways where all seats

are directly sold by Titan Airways or a subsidiary.

1.5 Ground Handling Organisation

1.5.1 Post Holder Ground Handling – Graham Baguley (Deputy – Greg Holland)

The above permanent post shall be held by a person with the following level of experience

Minimum 5 years operational airline experience in an operations or ground handling position

Qualified Dangerous Goods (CAA Approved Course)

The post holder ground handling is responsible for the following:

a) Management and oversight of security and safety outcomes of ground handling and cargo operations

b) Review of handling / cargo agent agreements and contracts

c) Review of internal training material (inc Dangerous Goods)

d) Investigation of handling and cargo incidents

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HANDLING/CARGO AGENT REQUIREMENTS V 1.0

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SECTION 2 - HANDLING/CARGO AGENT REQUIREMENTS

2

Handling/Cargo agents should follow the guidelines set down in the IATA Airport Handling Manual and the IATA Ground Operations Manual when handling Titan Airways aircraft. Agents, such as FBO’s not able to follow the above should have equivalent robust published procedures for staff to follow in carrying out their respective duties in a safe and secure manner.

Agents acting on behalf of Titan Airways should meet the following basic standards before accepting handling of Titan Airways aircraft. These standards and requirements are also applicable to the limited handling functions carried out by Titan Airways engineering staff.

2.1 Facilities and Staff

Agents shall ensure availability of all necessary facilities, workspace, equipment and supporting services, as well as work environment, to satisfy ground handling operational safety and security requirements. Staff levels should be maintained to ensure high levels of service to Titan Airways operations.

2.2 Staff Training

All staff shall be trained and tested to an adequate level for the duties and responsibilities held (check-in, security, airside safety, loading, equipment operation, Fuelling, De-icing – as applicable).

Training shall cover:

Familiarisation with applicable regulations

Training on handling policies and practices of the handling agent

Human Factors

Safety Training (Airside / Equipment)

Dangerous Goods (see below)

All staff involved with check-in/gate/baggage handling/aircraft loading/load control/cargo reception/cargo loading shall have Dangerous Goods training in accordance with the applicable category of the current IATA Dangerous Goods Regulations (Section1). Initial training is required to be completed before carrying out unsupervised duties. Recurrent training shall be carried at least once in every 36 month period (24 months for Dangerous Goods).

IATA AHM 611 provides guidance in training syllabus for airside staff.

Testing by written, oral or practical means shall being carried out and recorded.

Training programs shall be reviewed on a regular basis to maintain currency with regulations and in order to remain relevant.

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Records of training and testing (where applicable) shall be retained as part of personnel training files, personnel records or other organised system. Records shall be identifiable as the latest version, and legible. Disposal of obsolete records should be in accordance with organisation local procedures.

English language speaker/s should be available to supervise the handling operation for Titan Airways. Where this is not possible Titan Airways may engage the services of a supervisory agent in order to provide liaison.

2.3 Library

The handling/cargo agent will maintain a library of documents to be used in the provision of handling services. The library should contain as a minimum the following:

Titan Airways Traffic Manual (access available online at www.zapops.com)

IATA Dangerous Goods Regulations* (or ICAO Technical Instructions*)

Handling/Cargo Agent Local Operation Procedures (as applicable)

*plus associated addenda

Recommended

IATA Airport Handling Manual (AHM)

IATA Ground Operations Manual (IGOM)

IATA Live Animals Regulations

Where required by Titan Airways the agent will hold suitable stocks of documentation to be used in the handling of aircraft.

The agent must ensure there is a suitable method of maintaining the library to ensure all documentation is kept up-to-date with all amendments/revisions completed without delay.

In the event such documentation is not readily available then Titan Airways should be advised and on-board reference copies made available for the operation concerned.

CAUTION

Documentation and stationary for use in operations should always be stored securely to prevent unauthorised access.

Where IT systems are included as a part of normal operating procedures these must be backed up on a regularly scheduled basis.



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2.4 Documentation

All documentation used by a handling/cargo agent must be presented clearly and legibly at all times. An effective system of ensuring latest documents to be used should be included in any handling agent local procedures manual.


2.5 Retention of Documents

Agents should ensure that flight files containing documentation relating to a Titan Airways flight is retained for a period of not less than three months.


Titan Airways’ handling of document retention and disposal is shown in Table 2-3.

Table 2-3Document Retention and Disposal

Document Holder Type Location / Additional Security

Retention Period

Authority for

deletion/disposal

Training records MNT Form Training Manager files

2 years Training Manager

Dangerous Goods Certificate

ORG Form Personnel File Duration of employ

Personnel Manager

NOTOC DSP Form Dangerous Goods Record File

3 months OM/OD

Loadsheet FLT Form Returned flight documentation

3 months OM/OD

IATA DGR DSP Book Operations Library

Period of validity

OM/OD

IATA AHM DSP Book Operations Library

Period of validity

OM/OD

IATA Live Animal Regulations

DSP Book Operations Library

Period of validity

OM/OD

2.6 Equipment

All equipment used by the handling or cargo agents in support of handling Titan Airways aircraft shall be regularly maintained. Such maintenance shall also include calibration where required especially in respect of scales and weighbridges in accordance with manufacturer recommended intervals or published company schedules.

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Records of maintenance and calibration shall be maintained and available to Titan Airways officials on request.

2.7 Contracts/Agreements

Titan Airways will send handling requests to agents detailing information pertaining to the planned flight. Acceptance of a handling request constitutes an agreement/contract for the particular operation and that the agent concerned will carry out that operation in accordance with the standards and procedures of Titan Airways and the IATA Airport Handling Manual.

Agents should complete the web based self certification either on www.zapops.com or from the link provided in the handling request.

In the absence of any other Service Level Agreement, agents should meet the standards of this manual and the content of the standard Handling Service Level Agreement (Figure 2-1 through to Figure 2-3).


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Figure 2-1 Handling Service Level Agreement (Page 1)

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COMMUNICATIONS V 1.0

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SECTION 3 - COMMUNICATIONS

3

3.1 zapops.com

Information on Titan Airways’ fleet/operations and procedures is located at the operational web portal www.zapops.com

Agents shall access this site to familiarise themselves with Titan Airways’ aircraft and operating procedures. In the event this information cannot be viewed or downloaded then Titan Airways operations should be informed and the required information sought from them for transmission by any other available means.

3.2 VHF

Where possible, agents should be able to communicate with the aircraft by VHF air – to – ground radio systems. In the event that such systems are not available or unserviceable the agent shall ensure close communication with the airport and air traffic control authorities is maintained in order to respond effectively to the aircrafts movements.

3.3 Messaging

SITA/ARINC messaging should be used to notify Titan Airways Operations Control Centre of all movements. The following IATA messages should be sent as standard for all operations as shown in Table 3-4 and Table 3-5:

Table 3-4 Movement Signals (Sample Formats)

MVT (Sample Format)

Departure Arrival

MVT

ZT2716/08.GZAPX.DUS

AD1420 EA1704 AGP

DL99/0010

PX143

MVT

ZT213/09.GZAPK.STN

AA1151/1158

Decode

MVT – Movement message

ZT2716/08 – Flight no / Date

GZAPX – Aircraft registration

DUS – Airport of departure

AD1420 – Actual departure time (UTC)

EA1704 – Estimated arrival time (UTC)

ALC – Destination airport

DL99/0010 – Delay code/Time

PX143 – Passenger load

Decode

MVT – Movement message

ZT213/09 - Flight no./date

GZAPK – Aircraft registration

STN – Arrival airport

AA1151/1158 – Landing/Onchox time(UTC)

Table 3-5 Load Distribution Message (LDM)Sample Format


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LDM (Sample Format)

LDM

ZT1011/06.GZAPX.198Y.2/6

-LDE.66/131/0/0.T3168.2/586.3/1544.4/1038.PAX/0/0/197

SI B238/3168.CNIL.MNIL

ALL WCHRS LDD H2

Decode

LDM – Load Message

ZT1011/06 – Flight No. /Date

GZAPX.198Y.2/5 – Registration / Config / Crew comp (if known)

-LDE. – Departure airport

66/131/0/0. – Male / Female / Children / Infants

T3168. – Total Baggage weight

1/50 2/536.3/1544.4/1038. – Hold baggage split

PAX/0/0/197. – Class split

SI B238/3168.CNIL.MNIL ALL WCHRS LDD H2 – Supplementary information no. Bags etc

Other messaging (ULD – e.g. the ULD Control Message or UCM, etc.) should be transmitted where this is within the handling agent’s own procedures.

3.4 Delay Codes

The following list of codes should be used when reporting delays on Titan Airways operations. These are standard IATA codes and Titan Airways does not operate any company specific codes:

Delay Codes starting with 1 (Passenger/Baggage)

These Codes are used to describe delays caused by Passenger and Baggage handling.

11: Late check-in, acceptance of passengers after deadline

12: Late Check-in, congestion in check-in area

13: Check-in error

14: Overbooking, booking errors

15: Boarding, discrepancies and paging, missing checked-in passenger at gate

16: Commercial Publicity, Passenger Convenience, VIP, Press, Ground meals and missing personal items

17: Catering order, late or incorrect order given to supplier

18: Baggage processing, sorting, etc.

Delay Codes starting with 2 (Cargo/Mail)

These Codes are used to describe delays caused by Cargo (21-26) and Mail Handling (27-29).

21: A Documentation, errors, etc.

22: Late positioning

23: Late acceptance

http://en.wikipedia.org/wiki/Luggage

http://en.wikipedia.org/wiki/Handling

http://en.wikipedia.org/wiki/Check-in

http://en.wikipedia.org/wiki/Passenger

http://en.wikipedia.org/wiki/Time_limit

http://en.wikipedia.org/wiki/Overbooking

http://en.wikipedia.org/w/index.php?title=Discrepancies&action=edit&redlink=1

http://en.wikipedia.org/wiki/Gate

http://en.wikipedia.org/wiki/Catering

http://en.wikipedia.org/wiki/Merchant

http://en.wikipedia.org/wiki/Cargo

http://en.wikipedia.org/wiki/Mail

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24: Inadequate packing

25: Overbooking, booking errors

26: Late preparation in warehouse

27: Mail Oversales, packing, etc.

28: Mail Late positioning

29: Mail Late acceptance

Delay Codes starting with 3 (handling)

These Codes are used to describe delays caused by aircraft and ramp handling

31: Aircraft documentation late or inaccurate, weight and balance (Loadsheet), general declaration, passenger manifest, etc.

32: Loading, Unloading, bulky/special load, cabin load, lack of loading staff

33: Loading Equipment, lack of or breakdown, e.g. container pallet loader, lack of staff

34: Servicing Equipment, lack of or breakdown, lack of staff, e.g. steps

35: Aircraft Cleaning

36: Fuelling, Defuelling, fuel supplier

37: Catering, late delivery or loading

38: ULD, Containers, pallets, lack of or breakdown

39: Technical equipment, lack of or breakdown, lack of staff, e.g. pushback

Delay Codes starting with 4 (technical)

These codes are used to describe technical delay reasons.

41: Aircraft defects

42: Scheduled maintenance, late release

43: Non-scheduled maintenance, special checks and / or additional works beyond normal maintenance

44: Spares and maintenance equipment, lack of or breakdown

45: AOG (Aircraft on ground for technical reasons) Spares, to be carried to another station

46: Aircraft change for technical reasons

47: Standby aircraft, lack of planned standby aircraft for technical reasons

48: Scheduled cabin configuration and version adjustment

Delay Codes starting with 5 (damage/failure)

These Codes are used to describe damage to aircraft and automated equipment failure.

51: Damage during flight operations, bird or lightning strike, turbulence, heavy or overweight landing

http://en.wikipedia.org/wiki/Airport_ramp

http://en.wikipedia.org/wiki/Center_of_gravity_of_an_aircraft

http://en.wikipedia.org/w/index.php?title=Loadsheet&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=General_declaration&action=edit&redlink=1

http://en.wikipedia.org/wiki/Passenger_Name_Record

http://en.wikipedia.org/wiki/Breakdown_%28vehicle%29

http://en.wikipedia.org/wiki/Containerization

http://en.wikipedia.org/wiki/Pallet

http://en.wikipedia.org/wiki/Cleanliness

http://en.wikipedia.org/w/index.php?title=Fuelling&action=edit&redlink=1

http://en.wikipedia.org/wiki/Nuclear_fuel_cycle

http://en.wikipedia.org/wiki/Unit_Load_Device

http://en.wikipedia.org/wiki/Containerization

http://en.wikipedia.org/wiki/Pallet

http://en.wikipedia.org/wiki/Pushback

http://en.wikipedia.org/wiki/Wiktionary

http://en.wikipedia.org/wiki/Airline_timetable

http://en.wikipedia.org/wiki/Preventive_maintenance

http://en.wikipedia.org/wiki/Aircraft_on_ground

http://en.wikipedia.org/wiki/Standby_power

http://en.wikipedia.org/w/index.php?title=Cabin_configuration&action=edit&redlink=1

http://en.wikipedia.org/wiki/Property_damage

http://en.wikipedia.org/wiki/Bird

http://en.wikipedia.org/wiki/Lightning

http://en.wikipedia.org/wiki/Turbulence

http://en.wikipedia.org/wiki/Overweight

http://en.wikipedia.org/wiki/Landing

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52: Damage during ground operations, collisions (other than during taxiing, loading/offloading damage, contamination, towing, extreme weather conditions

55: Departure Control System, Check-in, weight and balance (load control), computer system error, baggage sorting, gate-reader error or problems

56: Cargo preparation/documentation system

57: Flight plans

58: Other computer systems

Delay Codes starting with 6 (operation)

These codes are assigned to Operations and Crew caused delays.

61: Flight plan, late completion or change of flight documentation

62: Operational requirements, fuel, load alteration

63: Late crew boarding or departure procedures

64: Flight deck crew shortage, Crew rest

65: Flight deck crew special request or error

66: Late cabin crew boarding or departure procedures

67: Cabin crew shortage

68: Cabin crew error or special request

69: Captain request for security check, extraordinary

Delay Codes starting with 7 (weather)

These Codes explain weather caused delays.

71: Departure station

72: Destination station

73: Enroute or Alternate

75: De-Icing of aircraft, removal of ice/snow, frost prevention

76: Removal of snow/ice/water/sand from airport/runway

77: Aircraft ground handling impaired by adverse weather conditions

Delay Codes starting with 8 (air traffic control)

These Codes are used for Air Traffic Control (ATC) Restrictions (81-84) and Airport or Governmental Authorities caused delays.

81: ATC restriction en-route or capacity

82: ATC restriction due to staff shortage or equipment failure en-route

83: ATC restriction at destination

84: ATC restriction due to weather at destination

85: Mandatory security

86: Immigration, Customs, Health

http://en.wikipedia.org/wiki/Contamination

http://en.wikipedia.org/wiki/Departure_Control_System

http://en.wikipedia.org/w/index.php?title=Loadcontrol&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Gate-reader&action=edit&redlink=1

http://en.wikipedia.org/wiki/Flight_plan

http://en.wikipedia.org/wiki/Operations_management

http://en.wikipedia.org/wiki/Crew

http://en.wikipedia.org/w/index.php?title=Load_alteration&action=edit&redlink=1

http://en.wikipedia.org/wiki/Boarding_%28transport%29

http://en.wikipedia.org/wiki/Takeoff

http://en.wikipedia.org/wiki/Flight_deck

http://en.wikipedia.org/w/index.php?title=Crew_rest&action=edit&redlink=1

http://en.wikipedia.org/wiki/Cabin_crew

http://en.wikipedia.org/wiki/Aircraft_cabin

http://en.wikipedia.org/wiki/Pilot_in_command

http://en.wikipedia.org/wiki/Security

http://en.wikipedia.org/wiki/Weather

http://en.wikipedia.org/wiki/Takeoff

http://en.wikipedia.org/wiki/Wiktionary

http://en.wikipedia.org/w/index.php?title=Alternate_%28airport%29&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=De-Icing&action=edit&redlink=1

http://en.wikipedia.org/wiki/Runway

http://en.wikipedia.org/wiki/Aircraft_ground_handling

http://en.wikipedia.org/wiki/Air_traffic_control

http://en.wikipedia.org/wiki/Security

http://en.wikipedia.org/wiki/Immigration

http://en.wikipedia.org/wiki/Customs

http://en.wikipedia.org/wiki/Health

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87: Airport Facilities, parking stands, ramp congestion, buildings, gate limitations, ...

88: Restrictions at airport of destination, airport/runway closed due obstruction, industrial action, staff shortage, political unrest, noise abatement, night curfew, special flights, ...

89: Restrictions at airport of departure, airport/runway closed due obstruction, industrial action, staff shortage, political unrest, noise abatement, night curfew, special flights, start-up and pushback,

Delay Codes starting with 9 (miscellaneous)

Codes used for reactionary reasons or Miscellaneous.

91: Passenger or Load Connection, awaiting load or passengers from another flight. Protection of stranded passengers onto a new flight.

92: Through Check-in error, passenger and baggage

93: Aircraft rotation

94: Cabin crew rotation

95: Crew rotation (entire or cockpit crew)

96: Operations control, rerouting, diversion, consolidation, aircraft change for reasons other than technical

97: Industrial action within own airline

98: Industrial action outside own airline

99: Miscellaneous, not elsewhere specified


http://en.wikipedia.org/wiki/Industrial_action

http://en.wikipedia.org/wiki/Noise

http://en.wikipedia.org/w/index.php?title=Night_curfew&action=edit&redlink=1


http://en.wikipedia.org/wiki/Industrial_action

http://en.wikipedia.org/wiki/Noise

http://en.wikipedia.org/w/index.php?title=Night_curfew&action=edit&redlink=1

http://en.wikipedia.org/wiki/Pushback

http://en.wikipedia.org/wiki/Passenger

http://en.wikipedia.org/wiki/Cargo

http://en.wikipedia.org/wiki/Permeability_%28spatial_and_transport_planning%29

http://en.wikipedia.org/wiki/Flight

http://en.wikipedia.org/wiki/Safety

http://en.wikipedia.org/w/index.php?title=Through_Check-in&action=edit&redlink=1

http://en.wikipedia.org/wiki/Cockpit

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Intentionally Blank

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PASSENGERS V 1.0

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SECTION 4 - PASSENGERS

4 Introduction

Agents handling Titan Airways will be exposed to a wide variety of passenger types. Flights will involve scheduled, public charter (Inclusive Tour (IT)/Holiday), ‘closed charter’ group passengers and some will also involve high profile or celebrity passengers such as sports teams/political figures /Heads of State.

4.1 High Profile/Celebrity/VIP Passengers

Many of the charters operated by Titan Airways will involve carriage of people who are widely known in public life. Such passengers should be treated so as to ensure their privacy is not invaded. Handling staff must not approach such VIP passengers for photographs / autographs etc. (See also section ‘Security’)

4.2 CIP/VIP Lounges

From time to time small groups of passengers or entire loads will require use of separate lounge prior to departure. Generally such operations will be carried out through Business aviation/VIP/FBO type terminals where available. These arrangements will be advised in advance by Titan Airways.

4.3 Classes of Travel

Titan Airways aircraft are operated in a number of configurations. Seating classes are as shown in Table 4-6.

Table 4-6 Classes of Travel

Aircraft Type Configuration

BAe146 Variable class divider row 3-14

3+2 / 2+3 / 3+3 (depending on aircraft)

Avro RJ100 110Y (Variable Geometry Seating

Boeing 737

130Y

(Alt config) 44C

Boeing 757

202Y

(alt configs) 76C, 80C, 40C/108Y or 40C/118Y

Boeing 767 265Y

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4.4 Charterer and Representatives

Details of charterer may be advised to agents when required. Some charterers may request additional or special signage at check-in. Where possible agents should provide this facility and liaison directly with the charterer shall be acceptable to Titan Airways Logos for display on electronic check-in boards can be obtained on application to [email protected]

Where charterer requires additional services not covered by the IATA SGHA, these shall not be for the account of Titan Airways unless written authorisation is received from the company.

When operating short term wet lease on behalf of other carriers, Titan Airways will utilise the services of the customer airline’s handling agents. All services will be supplied under the customer airline account.

4.5 Unaccompanied Minor (UNMIN)

UNMIN is the term used for a passenger between the ages of 5 - 12 years, travelling alone. Passengers between the age of 12 and 14 are referred to as an unaccompanied youth and escorted but will not require a parental/guardian declaration. A passenger over the age of 14 may travel independently.

Children between the ages of 5 and 12 years of age will be accepted to travel provided a responsible adult escorts the child at both airport of departure and arrival. Responsible adult should present the child at check-in and complete declaration prior to remaining with the child for as long as possible before proceeding to boarding. The responsible adult should be requested to remain at the airport until the aircraft if airborne.

UNMINs should be allocated seating in accordance with the seating plan for the appropriate aircraft.

Once transfer to the boarding area is necessary the agent shall be responsible in agreement with responsible adult for care and supervision of the child until boarding. Such care and supervision should be in a manner appropriate to the age, maturity and local circumstances /procedures. Agents should ensure that the child is kept safe from physical and/or psychological damage.

Agent should inform the senior cabin crew member prior to boarding. Escorted to the aircraft ensuring they have their travel documents and tickets in a sealed pouch (small children will normally carry this around their neck).

Notify arrival station of UNMIN details by SITA/e-mail

On arrival ground personnel should meet the child at the aircraft and escort them from the aircraft, through the airport terminal and to where they are to be collected by a relative/guardian.

Titan Airways do not carry unaccompanied minor documentation. Agents should document all UNMIN’s on behalf of Titan Airways using own stock documentation.


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4.6 Infants

Infants are defined as passengers under the age of 2 years.

Passengers with infants may be permitted to carry strollers etc to the boarding gate where they should be tagged with ‘Return at Aircraft Side’ and subsequently hold loaded.

Passengers less than three years of age but not less than two must either be secured in a seat with seat belt or secured in a car type safety seat which, in turn, is properly secured to the aircraft seat. Infants, defined as children of not more than 2 years of age, may be carried in the arms of an adult and secured by use of an approved (British Safety Standard) child restraint device or use a car type safety seat properly secured to the aircraft seat. Infants must be a minimum age of 7 days to travel. From 7 days to six months of age Infants must be secured by means of a supplementary loop restraint device.

Table 4-7 Summary

Age Range Requirement

7days - less than 6 months

Infant seatbelt

6 months – less than 2 years

Infant seatbelt or car seat

2 years - less than 3 years

Car seat or passenger seat and belt

3 years or more Passenger seat and belt

Car type safety seats must confirm to the following requirements:

Seat must have a well defined shell or where a separate shell and under-structure exists, the two are well connected.

Seat must allow quick and easy securing and release of child from seat.

Seat must have a single release type harness with straps a minimum of 25mm wide which at least secures the child’s lap, torso and shoulders. Child should not be able to easily release the harness.

4.7 Groups

Group check-in of passenger may be permissible in certain circumstances. Passengers on closed charter flights will often travel as a group under a single master ticket. Where passengers are carrying hold baggage they should present themselves for check-in individually presenting their own bags.

Formal groups of PRMs may be checked in by a single group/tour leader with prior approval.

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4.8 Passengers Requiring Assistance

For passengers with disabilities or those requiring or requesting assistance:

Ask the passenger what assistance they require and how you can help them

Discuss the most appropriate seating based on their individual needs and the aircraft specifications, even if seats have been allocated already

Advise passengers what services and assistance are available based on their needs

Advise the passenger of any assistance that may be available on board (in conjunction with Titan Airways)

Provide information to passengers in alternative formats

Ensure suitable information is entered into the DCS to record passenger details

4.9 Passengers with Reduced Mobility

Air carriers are prohibited by law from refusing carriage to a person on the grounds of disability or reduced mobility; however a carrier may refuse carriage if the size of the aircraft or its door makes embarkation or carriage physically impossible or if their carriage impedes the safety requirements established by the national aviation authority that issued the carriers AOC.

A person with reduced mobility (PRM) is understood to mean any person whose mobility is reduced due to a physical incapacity (sensory or locomotory), an intellectual deficiency, age, illness or any other cause of disability when using transport and whose situation needs special attention and the adaptation to the person’s needs of services made available to all passengers.

Table 4-8 PRM Category Characteristics Assistance

Category Restriction(s) Requirement

WCHR

(wheelchair – ramp)

Passenger can walk short distances and walk up or down stairs. Can walk in the cabin and is able to climb aircraft stairs alone. Assistance from/to aircraft is necessary.

Passenger should be accompanied.

For long walking distances a wheelchair should be available.

WCHS

(wheelchair – steps)

Passenger cannot walk up or down aircraft stairs but can walk in the cabin alone.


Passenger needs a wheelchair from/to the aircraft.

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Category Restriction(s) Requirement

WCHS

(wheelchair – cabin seat)

Passenger cannot walk or stand and will be accompanied to and from their cabin seat.


Passenger needs a wheelchair and special aids e.g. High-loader or boarding wheelchair.

BLND

(blind passenger)

Blind passenger. (only if assistance is expressly requested and prior notification is given)


Individual needs will be respected.

DEAF

(deaf passenger)

Deaf passenger or deaf without speech. (only if assistance is

expressly requested and prior

notification is given)


Individual needs will be respected.

STCR

(stretcher)

Passenger is on a stretcher and can only be transported this way.

Passenger will be carried to or from the aircraft by ambulance.

STCR only carried on B767 with Aeromed cabin fitted

The number of PRMs on board should not exceed the number of able-bodied persons (ABPs) carried

Passengers who are disabled or who have reduced mobility will require additional time to board and disembark. Wherever possible such passengers should be pre-boarded (i.e. before other passengers) and should remain on-board until all other passengers have disembarked.

When dealing with a blind passenger it is best to offer them your arm to hold in order to guide them.

Let the passenger take your arm. These passengers should be briefed on the location of nearest exit, call button and how to fasten and unfasten their seatbelt.

When dealing with a deaf passenger speak to them directly. Use clear mouth movements in order that they might lip read.

4.10 Passengers Requiring Medical Clearance

Passengers with a Communicable Disease

Passengers who have or appear to have a communicable disease shall not be acceptable for carriage on company aircraft without prior approval of Titan Airways.

Passengers with Serious Illness

Passengers who are seriously ill may be carried on company aircraft where a medical certificate is held or a carer is accompanying the passenger.

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Expectant Mothers

Expectant mothers may travel up to the end of their 28th week of pregnancy. Travel after this and up to the end of the 35th week is permitted providing the passenger has a doctors’ letter confirming the expected date of delivery and the health of the mother.

Passengers with Plaster casts

The length of time required for passengers to have their plaster casts in place before a flight is 48 hours. The passenger must have a fitness to fly certificate in their possession. In addition to this the following recommendations should be considered:

A split cast is recommended so that it can be easily removed should the limb swell up during the flight.

If the passenger has an inflatable splint you must be able to let the air out in the event it causes additional pressure due to the aircraft environment and reduce the supply of blood to the limb.

4.11 Staff

Only staff passengers holding Titan Airways authorisation/ID are to be accepted for carriage. Staff passengers are to be treated on a space available basis only. The jump seat is only to be allocated after consultation with Titan Airways operations who will liaise with the aircraft commander and issue authorization in accordance with current security regulations.

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CHECK-IN V 1.0

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SECTION 5 - CHECK-IN

5

5.1 Ticketing & Documentation

Unless operating a sub-service for another carrier, passengers are issued with Titan Airways tickets. Other tickets (Holiday company. etc) will be accepted on charters specifically for the ticketing issuing organisation. Closed charter groups may travel under a ‘master’ ticket with the agent identifying passengers against the provided passenger manifest.

CAUTION

Documentation and stationary for use in operations should always be stored securely to prevent unauthorised access. Check-in IT systems should be logged out and/or turned off when not in use or when left unattended.

Suitable IT back-up systems should be employed to prevent loss of data.

Baggage tags shall be issued by each agent for each piece of checked baggage checked-in through main terminal areas. Tags should include destination and serial number.

Baggage tag stocks are NOT available from Titan Airways.

5.2 Passenger Manifests

Full passenger list will be transmitted to all agents during the day prior to departure. This list may be available in PNL format but is likely for closed charters to be in other forms. Amendments to this will be faxed or sent through SITA to respective stations. Differences from passenger list experienced at check-in should be notified to the charterer’s rep (if in attendance), and to Titan Airways.

PNLs should be available for transmission to Titan Airways on request.

5.3 Desks – requirement

Desk requirement will be different according to the type of operation. This is especially true with private ad-hoc charter flights. Groups departing outbound for a “closed charter” often arrive in own vehicles so the check-in process can occur over a prolonged period of time. For the return flight of such groups the entire passenger load will often arrive together at the airport for an immediate check-in. In this case a larger number of desks are required to be opened in order to process the passengers quickly.

Table 5-9 provides a guideline to Titan’s requirements.

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Table 5-9 Guideline to Titan Requirements

Type of Flight Number of desks

(as available) Time Open

Ad-hoc charter (outward)

2 STD-2:00

Ad-hoc charter (inward)

3-5 STD -1:30

Holiday Charter (1 class)

2-3 STD-3:00

Holiday Charter (2 class)

3 STD-3:00

Self service check-in : NOT USED

Mobile check-in : NOT USED

SMS check-in : NOT USED

5.4 Pre-Flight Preparation

Before opening a flight for check-in the following actions should be considered and completed as appropriate for the operation:

Figure 5-4 Pre-Flight Preparation

Review the information on the flight (type of pax / special requirements)

Confirm Passenger Name List (PNL) received from airline / charterer

Block seats in Departure Control System (if used) as required by any instruction

from Titan

Confirm the seating plan used is correct for the type and version of aircraft

Check seating policy (allocated / free)

Check passenger list for any special passengers (WCH, UM etc) and assign

seating in accordance with Titan seating plans

Review boarding time, gate information and any other information (reason for any

delay)

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5.5 Desks - preparation

Figure 5-5 Prior to opening check-in counters:

Start and test equipment

Ensure scales (if required) are functioning

Ensure adequate supply of boarding cards/ baggage tags

Display Titan Airways / Tour operator / charterer airline signage + flight number, STD and destination.

Ensure Dangerous Goods signage must be present in any of the following locations where: o Tickets are issued o Passengers Check-in o Aircraft are boarded

5.6 Travel Documents and Passenger Identification

Each passenger presenting themselves at check-in for travel on a Titan Airways aircraft is required to present an approved travel identification document (passport / national ID / Military ID). The identification document must match the name either on the issued ticket or the master manifest. Name mis-matches should be resolved at a local level with charteres representative where possible. In the event no resolution can be found or the charterer’s rep is not present then the agent should contact Titan Airways operations control.

Figure 5-6 Travel Documents

Where a ticket is issued then this shall be checked against the passenger’s identification document to confirm validity.

A check should then be made (either within a DCS or manual) that the passenger identification document matched the person listed to travel.

The check-in agent shall check the ID document for the following:

Is the passenger the rightful holder of the ID? – visual identification

Is the travel document valid (check expiry dates)?

Appropriate travel visa for destination country is present, stamped/signed and valid (check expiry dates).

Visa information can be found from the IATA TIM (Travel Information Manual) or similar publication.

5.7 Security Questioning/Placarding

National regulation may require a means being available to establish whether the passenger has been in control of their baggage prior to check-in. Where this is required the agent shall ensure that this is completed either by presence of a

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placard or by verbal questioning. Passengers not satisfactorily meeting the answers to these questions should be referred/marked for ‘selectee’ screening.

5.8 Passenger information

Passengers should be advised on check-in of any known delay. When checking in passengers for a sub-chartered flight the passengers should be advised of the operating carrier.

5.9 Return Check-in

Some flights operated by Titan Airways on a same day return basis may require round trip check-in to be completed. This is normally only used for sports events where it enables congestion to be eased at the return departure airport. Such requirements would be advised in advance by Titan Airways and agents requested to both check-in and issue boarding cards for the return sector.

Return check-in is subject to:

Return journey within 24 hours after departure

No checked baggage is permitted

No change of city pair involved

5.10 Advance Passenger Information

Many governments require advance passenger information to be captured and submitted at specified times. Current requirements include US Customs and Border Protection, Canadian Border Security, UK e-Borders, CARICOM, Spain, etc.

For these operations either the approved DCS may be used after consultation with Titan Airways else we may engage the services of a third party security agency to collect passenger information data, check validity and visas. Such operations would be advised to the main agent in advance.

5.11 Seating

Each passenger (excluding infants) requires an assigned seat unless the flight has been designated as free seating (applicable to many closed charters). When allocating seating this must me in accordance with the seat plans which are located in the individual aircraft appendices to this manual.

Passengers in exit row seats must be able bodied and agents MUST NOT locate PRM, children/infants, elderly or obese passengers to these seats.

5.12 Check-in Closing

For closed charter operations check-in shall remain open until it is confirmed that either all passengers are checked-in or the group leader has confirmed that no

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further passengers are expected. There will be no specified check-in close ‘time’ for such operations and flights may be delayed for some or all passengers.

All public charter flights should close check-in at STD -60 unless otherwise advised or agreed. Holding for late passenger will only be permitted after consultation with Titan Airways operations control and the charterer representative if available.

5.13 Dangerous Goods carried by Passengers/Crew

An approval is not required for those dangerous goods which, according to the IATA Dangerous Goods Regulations, can be carried by passengers or crew members. Where the following table shows ‘Operator approval required’, Titan Airways should be contacted directly for such approval including the nature of the item being carried along with the passenger name and reason for carriage (if available). Where the list requires that the information on nature and location of an item is required to be communicated to the Captain then this must be completed directly by the handling agent via the dispatcher. Where a passenger has to surrender a piece of cabin baggage for stowage in the hold (due lack of cabin stowage, etc.) then it should be confirmed with the passenger that no item(s) prohibited in hold baggage are present (lithium batteries/fuel cells/mercurial thermometer, etc. – see full listing. If any are present they should be removed and retained by the passenger prior to loading into the hold. In the event dangerous goods not permitted for carriage on board the aircraft are discovered in passenger baggage, a report is required to be made to the appropriate authority of the State of occurrence.

Table 5-10 Dangerous Goods – Passengers and Crew

Medical Necessities Carry-on baggage

Checked (hold)

baggage

On one’s person

Operator approval required

Gaseous oxygen or air cylinders required for medical use. Each cylinder must not exceed 5 kg gross mass. Cylinders, valves and regulators, where fitted, must be protected from damage which could cause inadvertent release of the contents.

Note 1: Liquid oxygen systems are forbidden.

Note 2: Air cylinders for other purposes, such as scuba diving, may only be carried if “empty”.

Cylinders of a non-flammable, non-toxic gas, worn for the operation of mechanical limbs, also spare cylinders of a similar size if required to ensure an adequate supply for the duration of the journey.

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Medical Necessities Carry-on baggage

Checked (hold)

baggage

On one’s person


Non-radioactive medicines (including aerosols). The total net quantity of each single article must not exceed 0.5 kg or 0.5 L. Release valves on aerosols must be protected by a cap or other suitable means to prevent inadvertent release of the contents.

Note: The total net quantity of medicines, toiletry articles and aerosols for sporting or home use must not exceed 2 kg or 2 L (e.g. four aerosol cans of 500 mL each) for each person.

Small medical or clinical thermometer which contains mercury, one only, for personal use when in its protective case.

Radioisotopic cardiac pacemakers or other devices, including those powered by lithium batteries, implanted into a person, or radio-pharmaceuticals contained within the body of a person as the result of medical treatment.

Wheelchairs or other battery-powered mobility aids with non-spillable batteries (See Electric Mobility Aid Procedures below).

Note: specific technical specifications apply - these are listed below

N/A

Wheelchairs or other battery-powered mobility aids with spillable batteries (See Electric Mobility Aid Procedures below).

N/A

The pilot in command shall be

advised of the location of this item

Wheelchairs/Mobility Aids with Lithium Ion Batteries (See Electric Mobility Aid Procedures below).

N/A

The pilot in

command shall be

advised of the location of this item

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Articles Used in Dressing or Grooming

Carry-on baggage

Checked (hold)

baggage

On one’s person


Toiletry articles (including aerosols). The total net quantity of each single article must not exceed 0.5 kg or 0.5 L. Release valves on aerosols must be protected by a cap or other suitable means to prevent inadvertent release of the contents. The term “toiletry articles (including aerosols)” is intended to include such items as hair sprays, perfumes and colognes.


Hair curlers containing hydrocarbon gas, no more than one per person, provided that the safety cover is securely fitted over the heating element.

Note: Gas refills for such curlers must not be carried.

Consumer Articles Carry-on baggage

Checked (hold)

baggage

On one’s person


Alcoholic beverages, containing more than 24% but not more than 70% alcohol by volume, when in retail packagings in receptacles not exceeding 5 L, with a maximum total net quantity per person of 5 L for such beverages.

Note: Alcoholic beverages containing not more than 24% alcohol by volume are not subject to any restrictions. Alcoholic beverages with more than 70% alcohol by volume are not permitted.

Aerosols (non-flammable, non-toxic) with no subsidiary risk, for sporting or home use. Permitted in checked baggage only. The total net quantity of each single article must not exceed 0.5 kg or 0.5 L. Release valves on aerosols must be protected by a cap or other suitable means to prevent inadvertent release of the contents.


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Checked (hold)

baggage

On one’s person


Ammunition (cartridges for weapons) securely packed in quantities not exceeding 5 kg gross mass per person for that person’s own use. Allowances for more than one person must not be combined into one or more packages.

Note: Only ammunition classified as UN0012 or UN0014 within Division 1.4S may be carried in baggage. If the classification is unknown, this information should be obtained from the ammunition manufacturer/supplier.

One small packet of safety matches or a single cigarette lighter (that does not contain unabsorbed liquid fuel, other than liquefied gas), intended for use by an individual.

Note 1: Lighter fuel and lighter refills are not permitted on one’s person or in checked or carry-on luggage.

Note 2: ‘Strike anywhere’ matches are forbidden for air transport.

Consumer electronic devices containing lithium or lithium ion cells or batteries (watches, calculating machines, cameras, cellular phones, laptop computers, camcorders, etc.) when carried by passengers or crew for personal use. Each installed or spare battery must not exceed the following:

- for lithium metal or lithium alloy batteries, a lithium content of not more than 2 grams; or

- for lithium ion batteries, a watt-hour rating of not more than 100 Wh.

Note: Carriage should be as carry-on baggage.

See Note See

Note

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Checked (hold)

baggage

On one’s person


Spare lithium or lithium ion cells or batteries must be individually protected so as to prevent short circuits (by placement in original retail packaging or by otherwise insulating terminals, e.g. by taping over exposed terminals or placing each battery in a separate plastic bag or protective pouch) and carried in carry-on baggage only. Each spare battery must not exceed the following:

- for lithium metal or lithium alloy batteries, a lithium content of not more than 2 grams; or

- for lithium ion batteries, a watt-hour rating of not more than 100 Wh.

Consumer electronic devices containing lithium ion batteries exceeding a watt-hour rating of 100 Wh but not exceeding 160 Wh in equipment may be carried in either checked or carry-on baggage.

Spare lithium ion batteries exceeding a watt-hour rating of 100 Wh but not exceeding 160 Wh may be carried in carry-on baggage. Each lithium ion cell or battery must be individually protected so as to prevent short circuits (by placement in original retail packaging or by otherwise insulating terminals, e.g. by taping over exposed terminals or placing each battery in a separate plastic bag or protective pouch). No more than two individually protected spare batteries per person may be carried.

Portable electronic devices powered by fuel cell systems, and up to two spare fuel cartridges (cameras, mobile phones, laptop computers, camcorders, etc). Fuel cell cartridges may only contain flammable liquids, corrosive substances, liquefied flammable gas, water reactive substances or hydrogen in metal hydride. Fuel cell cartridges must not be refillable by the user. Refuelling of fuel cell systems is not permitted except that the

installation of a spare cartridge is allowed. Fuel cell cartridges which are used to refill fuel cell systems but which are not designed or intended to remain installed (fuel cell refills) are not permitted to be carried.

Note: SPECIFIC TECHNICAL SPECIFICATIONS APPLY – SEE BELOW.

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Checked (hold)

baggage

On one’s person


Self-inflating life-jacket fitted with no more than 2 small cylinders containing a non-toxic, non-flammable gas, and no more than 2 spare cylinders.

Avalanche rescue backpack equipped with a pyrotechnic trigger mechanism containing not more than 200 mg net of Division 1.4S and a cylinder of compressed non-toxic, non-flammable gas not exceeding 250 ml. One per person permitted.

Note: The backpack must be packed in such a manner that it cannot be accidentally activated. The airbags within the backpack must be fitted with pressure relief valves.

Dry ice in quantities not exceeding 2.5 kg per person, when used to pack perishables that are not dangerous goods, provided the package permits the release of carbon dioxide gas. When carried in checked baggage, each package must be marked ‘DRY ICE’ or ‘CARBON DIOXIDE, SOLID’ and with the net weight of dry ice or an indication that the net weight is 2.5 kg or less.

Mercurial barometer or mercurial thermometer carried by a representative of a government weather bureau or similar official agency. The barometer or thermometer must be packed in a strong outer packaging, having a sealed inner liner or a bag of strong leak-proof and puncture-resistant material impervious to mercury, which will prevent the escape of mercury from the package irrespective of its position.

Battery-powered equipment capable of generating extreme heat, which could cause a fire if activated (e.g. underwater high intensity lamps) providing that the heat-producing component or the battery is packed separately so as to prevent activation during transport. Any battery which has been removed must be protected against short circuit.

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Checked (hold)

baggage

On one’s person


Instruments containing radioactive material not exceeding the activity limits specified in Table 2-12 of the IATA Dangerous Goods Regulations (i.e. chemical agent monitor (CAM) and/or rapid alarm and identification device monitor (RAID-M)), securely packed and without lithium batteries, when carried by staff members of the Organization for the Prohibition of Chemical Weapons (OPCW) on official travel.

Additional Technical Specifications:

FUEL CELL CARTRIDGES – TECHNICAL SPECIFICATION

Fuel cells must meet the following specification:

Fuel cell cartridges may only contain flammable liquids, corrosive substances, liquefied flammable gas, water reactive substances or hydrogen in metal hydride;

Fuel cell cartridges must not be refillable by the user. Refuelling of fuel cell systems is not permitted except that the installation of a spare cartridge is allowed. Fuel cell cartridges which are used to refill fuel cell systems but which are not designed or intended to remain installed (fuel cell refills) are not permitted to be carried;

The maximum quantity of fuel in any fuel cell cartridge must not exceed:

For liquids 200 mL;

For solids 200 grams;

For liquefied gases, 120 mL for non-metallic fuel cell cartridges or 200 mL for metal fuel cell cartridges; and

for hydrogen in metal hydride, the fuel cell cartridges must have a water capacity of 120 mL or less;

Each fuel cell system and each fuel cell cartridge must conform to IEC PAS 62282-6-1 Ed. 1, and must be marked with a manufacturer’s certification that it conforms to the specification. In addition, each fuel cell cartridge must be marked with the maximum quantity and type of fuel in the cartridge;

Fuel cell cartridges containing hydrogen in metal hydride must comply with the requirements in Special Provision A162;

No more than two spare fuel cell cartridges may be carried by a passenger;

Fuel cell systems containing fuel and fuel cell cartridges including spare cartridges are permitted in carry-on baggage only;

Interaction between fuel cells and integrated batteries in a device must conform to IEC PAS 62282-6-1 Ed. 1. Fuel cell systems whose sole function is to charge a battery in the device are not permitted;

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Fuel cell systems must be of a type that will not charge batteries when the portable electronic device is not in use and must be durably marked by the manufacturer: “APPROVED FOR CARRIAGE IN AIRCRAFT CABIN ONLY” to so indicate; and

In addition to the languages which may be required by the State of Origin for the markings specified above, English should be used.

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SECTION 6 - BAGGAGE

6

6.1 Baggage Allowance

An allowance of up to 20kg per person is normally allowable unless otherwise advised. Should payload allow then baggage in excess of this weight will be allowed for carriage. Excess baggage charges are not applicable on closed charter flights but may be applied on IT charter and only when advised by Titan Airways.

6.2 Checked Baggage

All baggage being offered for check-in shall be labelled with a tag showing the following information as a minimum

Passenger name

Destination

Date

Flight Number

Unique identifier

A baggage receipt will be given to the passenger or may be held by a tour leader when one is travelling.

Baggage shall be tracked to ensure accounting and authorising of baggage from check-in to aircraft. Verification is required that all bags checked in are loaded onto the aircraft and guarantee that no incorrect bags have been loaded. This can be achieved by automatic or manual (‘bingo card’) systems.

Unless otherwise advised Titan Airways will use notional baggage weights (listed under Weight and balance in this manual). When requested, agents shall weigh baggage and provide this information to the Captain as part of the load advice process.

6.3 Hand baggage

Cabin baggage should be identified by check in agents so as to ensure that it is not of excessive size. All aircraft operated by Titan Airways have limited cabin baggage space and care is required when checking in passengers.

Holiday Charter Flights

One piece of cabin baggage is allowed not exceeding the following dimensions:

56cm x 45cm x 25cm (22in x 18in x 10in), including the handle, pockets and wheels.

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Maximum weight for the above shall be 6kg

In addition to the above the passenger may take the a ladies handbag or a small briefcase/laptop case

Ad-Hoc Charter

For private charter operations the above restrictions may be relaxed when advised by Titan Airways.

The following should be used as a guide (though not as a guarantee) as to flexibility in cabin baggage allowances

Table 6-11 Guide to Cabin Baggage Allowances

BAe146 B757 / B737 / 767

Special Requirements

(All Cases)

Up to 40 passengers

Up to two pieces per passenger may carried

Up to two pieces per passenger may carried

40 to 50 passengers

One piece per person Up to two pieces per passenger may carried

50 to 60 passengers

One piece per person Up to two pieces per passenger may carried

60 to 100 passengers

Limited to one bag or briefcase

Limited to one bag or briefcase (B737)

Two pieces (757)

Over 100

passengers

Limited to one bag or briefcase

National limitations may be more restrictive than the above and at such locations the national regulation shall take precedence

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SECTION 7 - SECURITY

7 Introduction

Security measures should always meet the national standards of the departure country and maybe extended by additional resources dependent on the operation. Details of the Security Policies of Titan Airways are contained within the Security Manual.

Full information on security requirements are contained within the Titan Airways Air Carrier Security Program which has restricted circulation. The following information is designed for issues likely to be faced by a handling agent.

7.1 General

All staff employed by the handling / cargo agent should be issued with means of identification only after completion of background checks appropriate and as permitted by the state of operation.

7.2 Passenger Check In

Passengers are required to be identified against either a passenger ticket or group manifest in the case of private charter. Where there is doubt as to the matching of identification the passenger shall be refused carriage. Identification is normally by means of a passport, national identity card or temporary travel documentation.

Passengers should identify their checked and carry-on baggage to the extent needed to satisfy the check-in agent of their ownership.

When required by state regulations, passengers should be asked the following security questions prior to the issuance of a boarding card.

Have you packed your bags yourself?

Could your baggage have been interfered with since then?

Has anyone given you anything to carry on the flight?

In the event a passenger answers yes to any of the above questions, arrangements should be made by the handling agent to increase the level of search carried out on the passenger and their baggage. This can be completed by boarding card marking if local procedures cater for this; else the passenger may need to be escorted to the search area and security officers briefed.

7.3 Passenger Screening

On completion of check-in processing the passenger will be directed by the agent to a point where all passengers shall be screened along with their carry-on baggage.

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No passenger shall be allowed to board unless screened to the standard required by the state of departure.

7.4 Hold baggage screening

All baggage presented for check-in shall be screened by security personnel prior to loading onto a Titan Airways aircraft. Once screened such baggage must be protected against unauthorised interference until such times as it is to be loaded.

Agents shall ensure a system is in operation that will ensure that all items of baggage placed in the hold are accounted against passengers on-board the aircraft, or screened in accordance with the state requirements for unaccompanied baggage.

7.5 Control of Firearms/Dangerous Articles/Law Enforcement Officers

Suitable notices should be clearly available at check-in and gate desks showing prohibited articles and dangerous goods that are not permitted to be carried.

7.5.1 General Principles

Handling agents will ensure that any passenger who wishes to transport a firearm or other dangerous article shall surrender it to their staff at check-in. Titan Airways will then be responsible for the secure custody of any item surrendered from the time it comes into their custody, until it is handed over.

For regulations and guidance governing the carriage of firearms on board, refer to EU regulation 185/2010, NASP, and Dangerous Goods section of IATA manual. Passengers shall not be permitted to carry into security restricted areas or on board an aircraft any prohibited articles. Titan Airways will ensure that any firearm or dangerous article surrendered to their custody is:

a) To be unloaded; and

b) Not to be carried in any compartment or part of an aircraft to which passengers have access and the weapon is transported in a sturdy container to prevent any possible damage during the flight;

c) Ammunition for sporting weapons will be securely boxed and carried in or as hold baggage;

d) Munitions of war, as opposed to sporting weapons, including their component parts and ammunition can only be carried with written permission of the State Authorities of Departure and Arrival Airports and are stowed in an area that is inaccessible to any person while the aircraft is in flight;

e) Such weapons are not be carried on the Flight Deck or retained by any Crew Member;

f) A lockable tamper-proof container located in the aircraft hold must be used for this purpose;

g) Firearms and other dangerous articles surrendered by, or confiscated from passengers at airports of departure will not be returned to them before they reach the airport of arrival;

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h) Customs/Police must be informed, before the articles are restored to the passengers;

i) Prior to authorising approval to carry firearms on board a passenger aircraft, the appropriate authority for security of the granting state will obtain assurance that the armed official is legally empowered to possess the weapon and has been trained in the use, safe keeping and carriage of firearms;

j) Obtaining the approval of the operator is also included in authorising procedures;

k) Persons granted approval are provided written documentation, which is subsequently presented to the operator and officials responsible for the security of the flight;

l) Procedures are implemented, which are designed to ensure, prior to boarding, armed personnel are thoroughly instructed regarding all rules and regulations pertaining to the carriage of firearms. Such briefing would occur at the time the armed individual initially checks in for the flight and prior to the passenger screening process. In some cases, an armed individual may be required to read and sign a document that contains all pertinent instructions;

m) Airport and operator personnel responsible for security during the screening and boarding process of the flight, and the law enforcement or other armed authority at the airport, are made aware of the identity of any armed official;

n) The Pilot-In-Command is notified when weapons and ammunition are carried on the aircraft and if permitted by the state, the Pilot-In-Command is advised of the seat location of each armed person on board the aircraft;

o) If more than one armed person is on board a flight, each armed person is made aware of the seat location of other armed individuals; such notification is accomplished in a manner that ensures seat locations are not divulged to other passengers so as not to disrupt any covert assignment; In the event armed persons transfer from one aircraft to another, it is incumbent on the original operator to facilitate the process by notifying the next operator and/or crew. Transit and transfer stations are advised and ensure the integrity of such items;

p) Such notification is accomplished in a manner that ensures all appropriate security officials and crew members are informed and aware of the armed passenger(s), and have the necessary documentation that authorise carriage of a weapon by that person;

q) If the flight itinerary of an authorised armed person requires travel on an aircraft operated in states other than the person’s own state, or if an authorised armed person must enter the jurisdiction of another state, advance coordination is initiated between the appropriate security authorities to ensure compliance with all laws and regulations of each of the affected states and operators;

r) Cabin Crew are not permitted to serve alcoholic beverages to authorised armed passengers;

s) At the final destination, security procedures are implemented to return the weapons and/or ammunition to the passenger;

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t) Titan Airways/ Handling Agent / Security Station Contractor will be responsible for ensuring that this procedure is effectively operated.

7.5.2 Carriage of Firearms in Titan Airways Aircraft

Firearms and ammunitions may not to be carried in any compartment or part of a Titan Airways aircraft to which passengers have access.

Passengers shall not be permitted to carry into security restricted areas or on board an aircraft the prohibited IATA articles.

The acceptance of firearms brought in on board aircraft have to be granted by the Authorities. If that permission is granted, the Airline and their Handling Agent / Security Contractor will ensure that:

The carriage of firearms and ammunition will be required for the protection of their principal and the permission from the ministry to be in written.

Whether police will be accompanying the principal and will be carrying firearms, (loaded or otherwise) and ammunition on their person;

Whether police are not accompanying a protected person and will only require firearms and ammunition to be carried in the hold or other location inaccessible to passengers;

To ensure that suitable secure stowage will take account of any stops en-route to the police officer’s final destination: and

To ensure that the firearms and ammunition will be returned to the police officers at the destination airport in an appropriate location.

The Pilot In Command must be informed of the number of armed passengers and their position.

7.5.3 Control of Firearms Carriage in a Titan Airways Aircraft

Persons may be in lawful possession of a firearm only if they hold a firearms certificate, but control authorities may exercise discretion and permit the retention of firearms in an aircraft without a certificate when they are carried by duly authorised persons for purposes of protecting the aircraft and passengers.

The control of firearms on board aircraft is exercised by the Authorities and the police. The Captain of the aircraft will receive a declaration from the Authorities confirming the permission of carriage of any firearms on board their aircraft and the firearms will either be secured on board or taken into police custody while the aircraft is on the ground.

The acceptance of firearms brought in on board aircraft have to be granted by the Authorities and must comply with NASP requirements and the general principles and are also subject to the following:

a) Only pistols and revolvers will be granted exemption from seizure. Exemption from seizure will not be given to:

Fire arms which are manufactured or adapted to fire automatically, or in bursts;

Firearms with barrels of more than six inches ( measured internally from the breach to the muzzle);

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Magnum weapons.

b) The number of firearms on board the aircraft must not exceed nine.

c) An Authorised and qualified person will ensure that the weapon/s is/are not loaded.

d) On arrival of the flight an authorised and qualified person will implement all required security procedures to return the weapon/s and/or ammunition to the passenger.

7.6 Refusal of Passengers (Drunk/Abusive)

Titan Airways will refuse carriage of any passenger under the following circumstances:

Those passengers who are apparently under the influence of alcohol or drugs

Those passengers whose transportation presents a danger to themselves and/or other passengers.

Those passengers who are abusive to handling agent staff, security staff / crew

Those who fail to observe the instructions given by the carrier or their agents in relation to air transport safety.

Any passengers falling into the above categories who present themselves at check-in should be notified to the Titan Operations or the Commander who will advise on further action if necessary.

Where handling staff have reason to suspect passenger/s suitability for travel on security/safety grounds then under no circumstances should the passenger be allowed to board and the local police should be called for further assessment of the passenger/s. Captain of the aircraft must be informed of this situation.

Handing staff MUST brief Crew on any passenger(s) who exhibit unusual behaviour and characteristics but are accepted for carriage.

7.7 Prohibited Articles

Suitable notices should be clearly available at check-in and gate desks showing prohibited articles and dangerous goods that are not permitted to be carried.

Where weapons (other than firearms) are found to be in the possession of passengers on a Titan airways aircraft they must be removed.

All restricted articles should be placed in a sealed container and placed in the forward hold after advising the Captain of the article. Destination agent shall be advised of the article by SITA and it should be collected from the aircraft on arrival. The article must only be returned to the passenger by the handling agent at destination once inside the landside area of the terminal.

Where a weapon is not declared and is removed from a passenger a report shall be made to Titan Airways within 24 hours of any such incident.

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Any carriage of Munitions of War must be referred to the Titan Airways Dangerous Goods Manager unless previously advised to the agent.

7.8 Persons Exempt from Screening

Many countries allow Royalty / Senior Political figures to be exempt from screening. Where Titan is aware of such a person travelling this will be notified in advance. In the event of such a passenger presenting for carriage without notification please contact Titan Airways operations with information of the passenger without delay.

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Annex A -

The following are details from the company Air Carrier Security program appropriate for ensuring handling agents apply the correct policies for Titan Airways operations. Para graph references may not be included in these extracts and Titan Airways Security department should be contacted where clarification is required in such cases.

7.9 Passenger Check-In Procedures

The Contracted Representative shall ensure that:

A list of all prohibited articles is made available to passengers at the any ticket desk, and at each check-in desk or self-service machine (whether landside or airside) used by Titan Airways; and

Boarding passes, baggage tags and other documents in the airline’s possession, which may be used to gain access to a critical part or an aircraft, are securely stored. He shall ensure that equipment used for producing or completing such items is securely stored.

7.10 Passenger Questioning

The requirement for questioning of passengers has been removed within Europe. It is acceptable for handling agents to continue this practice where it forms a part of their standard operation procedure. Where questioning is used and the passenger meets the criteria for ‘Selectee’ (or other similar designator) then selectee enhanced hold baggage screening functions shall be followed.

7.11 Passenger and Baggage Search Prior to Embarkation

The Contracted Representative shall not cause or permit (unless exempted by the national authority):

Any passenger to go on board any Titan Airways aircraft unless the passenger has been searched at the airport to the standard required (by the state of departure).

The cabin baggage and coat/jacket of any passenger to be taken on board any Titan Airways aircraft unless such items have been searched at the airport to the standard required (by the state of departure).

7.11.1 Search Standard

The Contracted Representative shall take all reasonable steps to ensure that the searches of passengers and their cabin baggage are to a standard reasonably to ensure that no prohibited articles, or any other article over which the person conducting the search has concern, are present. Any person refusing searching or either the person or baggage shall not be permitted to travel on the flight

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7.12 Transit Passengers

7.12.1 Passengers on International Flights

The Contracted Representative shall ensure that each transit passenger who arrives on an international flight:

Remains on board the aircraft upon which he arrived (Not permitted for UK from non-domestic transit); or

Is escorted to, and remains in a sterile gate lounge after disembarking the aircraft upon which he arrived, so that he is not permitted to have contact with any person other than:

Those with whom he arrived at the airport;

Passengers and members of the crew of the aircraft on which he intends to depart; and

Persons whose duty it is to ensure that he has no such contact; or

Is searched, with his cabin baggage, before having contact with departing passengers, other than those with whom he arrived at the airport or passengers and members of the crew of the aircraft on which he will depart. .

7.13 Processed Transit Passenger

Where a transit passenger is processed in accordance with the Sterile Gate lounge arrangement above, the Contracted Representative shall ensure that that passenger (and any other passenger he may have had contact with in the sterile gate lounge and who also seeks to leave the lounge) and any items carried by him, are searched before he is permitted any contact with any searched departing passenger intending to board any other aircraft at the airport.

7.13.1 Transit Lounge

Where transit passengers are processed in accordance with Sterile Gate lounge arrangement above, the Contracted Representative shall ensure that the sterile gate lounge is checked for any prohibited article immediately following the completion of passenger boarding.

7.14 Passenger, Flight Crew and Cabin Crew Movement Control

7.14.1 Supervision

When an aircraft is positioned off-jetty within a critical part the Contracted Representative shall ensure that departing and arriving passengers are supervised on the ramp to a standard sufficiently reasonably to ensure that:

There is no deviation from authorised routes to and from the aircraft; and

Departing passengers have no contact with passengers from or on other flights.

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7.14.2 Appropriate Embarkation

The Contracted Representative shall ensure that departing passengers embark upon the appropriate aircraft.

7.14.3 Appropriate Disembarkation

The Contracted Representative shall ensure that arriving passengers enter the appropriate arrivals channel of the airport’s terminal

7.14.4 Transfer of Crew / Passengers

Where he is responsible for the transfer of crew members and / or passengers by vehicle to and from aircraft, the Contracted Representative shall ensure that the vehicle is searched to a standard sufficient reasonably to ensure that, following the carriage of arriving passengers and / or crew members, no prohibited articles, or any other article over which the person conducting the search has concern, are on board. The Contracted Representative shall ensure that the search is undertaken before any departing passengers and / or crew members for an aircraft board the vehicle.

7.15 Reconciliation of Hold Baggage

Identification and Manifest

The Contracted Representative shall ensure that any item of hold baggage to be taken on board any of his aircraft is:

Identified as accompanied or unaccompanied hold baggage; and

Recorded as such on a hold baggage manifest relating to that flight.

7.15.1 Conditions of Admission on to a Flight

The Contracted Representative shall not cause or permit any item of hold baggage to be taken on board any Titan Airways aircraft unless it has been identified as either accompanied or unaccompanied hold baggage and recorded as such on the hold baggage manifest relating to that flight.

7.15.2 Process of Identification

The Contracted Representative shall ensure that the process of identification of baggage in accordance with “Identification and Manifest” above shall be achieved by either automated or manual means and in the event of automatic systems failures a manual system is available and used.

7.15.3 Passenger Identification

The Contracted Representative shall take all reasonable steps to ensure that each passenger boarding an aircraft, who is recorded as having placed hold baggage in his custody for carriage in the hold of that aircraft, is in fact the person who placed that hold baggage in his custody.

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7.15.4 Accompanied Hold Baggage

The Contracted Representative shall not cause or permit any item of accompanied hold baggage to be placed on board any aircraft unless that hold baggage has been searched in accordance with the required levels of screening for the state of operation.

7.15.5 Passengers Required On Board

The Contracted Representative shall not cause or permit an aircraft to depart from the airport unless he has taken all reasonable steps to ensure that every person (including any transit passenger, where appropriate) who has placed hold baggage in his custody for carriage in the hold of that aircraft is on board the aircraft.

7.15.6 Reunited Hold Baggage

If any person who has placed hold baggage in the custody of the Contracted Representative for carriage in the hold of an aircraft is not on board that aircraft he shall remove that person’s hold baggage from the hold and shall thereafter treat that baggage as unaccompanied hold baggage. If such baggage is subsequently placed on board the same aircraft as the person who placed it in his custody it shall be treated as accompanied hold baggage.

7.15.7 Unaccompanied Hold Baggage

The Contracted Representative shall ensure that no item of unaccompanied hold baggage is taken on board an aircraft unless the procedures set out in Unaccompanied and Selectee Hold Baggage “have been carried out.

7.16 Hold Baggage Manifest

7.16.1 Required Information

The Contracted Representative shall ensure that a hold baggage manifest is prepared for each flight made by his aircraft and that the following information is recorded on each manifest:

The flight number; and

The date of the flight.

7.16.2 Item Specific Details

The Contracted Representative shall ensure that, in respect of each item of hold baggage loaded for a flight, the following information is recorded on the manifest:

The baggage tag number (or other identifier approved in writing by the Appropriate national authority) that directly links that item of baggage with the passenger recorded as having placed it in his custody; and

Where the item of hold baggage has been identified by manual means:

Information relating to the flight number; and

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Information relating to the date of the flight; and

Whether the item of hold baggage is accompanied or unaccompanied hold baggage; and

In respect of each item of unaccompanied hold baggage confirmation that it has been subjected to the appropriate security controls.

7.16.3 Not Applicable Requirements

The requirements above shall not apply where:

a passenger or a crew member is at or beyond the boarding gate for the flight, or such other point authorised in writing by the Appropriate national authority, and the Contracted Representative:

Removes an item of baggage from that person to be placed in the hold; or

Reunites that person with an item of baggage previously placed in his custody,

and the passenger or crew member identifies the baggage as belonging to him; or

The baggage tag number of the item of hold baggage loaded is cross-checked with information in the Departure Control System, the cross-check confirms that the bag remains accepted for the flight and the entry on the manifest shows an indication to confirm the fact; or

The item of hold baggage is unaccompanied; or

Written authority confirming that the information is not required has been issued to Titan Airways by the appropriate national authority.

7.16.4 Approval of Hold

The Contracted Representative shall ensure that prior to push-back and provided the appointed person is satisfied that all hold baggage loaded onto the aircraft has been subjected to the appropriate security controls and authorised for carriage on the flight, the appointed person legibly signs the hold baggage manifest.

7.16.5 Prior to Signature Checklist

The Contracted Representative shall ensure that, prior to signing the hold baggage manifest, the appointed person shall:

Where hold baggage has been identified by manual means:

Examine each entry on the hold baggage manifest that has been recorded as above to satisfy himself that each entry relates to the relevant flight and fully accords with the requirements of the item specific details above;

Where hold baggage has been recorded on the manifest by manual cross checking against the DCS system, ensure that there is an indication confirming that fact; and

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Compare the number of bags recorded on the hold baggage manifest with the number of items of hold baggage accepted for the flight recorded in the Departure Control System and other associated baggage acceptance records;

Where hold baggage has been identified by automated means:

Examine the hold baggage manifest and any associated documentation to satisfy himself that each item of hold baggage recorded remains authorised for the relevant flight and fully accords with the requirements of not applicable requirements; and

Compare the number of bags recorded on the hold baggage manifest with the number of items of hold baggage accepted for the flight as recorded in the Departure Control System and other associated baggage acceptance records.

7.16.6 Delegation of Examination

The appointed person may delegate another person to undertake the examinations (required prior to signature) on his behalf provided that the appointed person receives written confirmation of the completion and result of such examination.

7.16.7 Signing of a Summary Page

The Contracted Representative shall ensure that the appointed persons either:

Signs each separate page making up the hold baggage manifest; or

Creates and signs a summary that shows separately:

The flight number;

The date;

Where any baggage loaded has been identified by automated means, the number of accompanied hold bags authorised for carriage that have been identified by automated means;

The number of accompanied hold bags authorised for carriage that have been identified by manual means;

Where any baggage loaded has been identified by automated means, the number of unaccompanied hold bags authorised for carriage that have been identified by automated means;

The number of unaccompanied hold bags authorised for carriage that have been identified by manual means; and

A declaration confirming that all reasonable steps have been taken to ensure that hold baggage has been appropriately identified and recorded on the hold baggage manifest and that unaccompanied hold baggage has been appropriately searched; and

Attaches to the summary document each separate document that comprises the hold baggage manifest and which was created manually.

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7.16.8 Unaccompanied or Unauthorized Additional Hold Baggage

The Contracted Representative shall ensure that:

Where no unaccompanied hold baggage has been loaded for the relevant flight, the hold baggage manifest includes a statement to this effect; and

No item of hold baggage is placed on board the aircraft after the manifest has been signed without the authority of the appointed person.

7.16.9 Authority for Carriage

Where the Contracted Representative allows an item of unaccompanied hold baggage to be placed on board an aircraft he shall ensure that a copy of the completed hold baggage manifest is made available to the aircraft captain.

7.17 Protection of Hold Baggage

7.17.1 Permitted Access to Hold Baggage after Screening

The Contracted Representative shall ensure that only the following persons may have access to any item of hold baggage after it has been placed in his custody and shall grant such access only where he believes such a person to have a legitimate reason for requiring access:

Employees or agents of Titan Airways or the airport manager;

Passengers under the continuous supervision of a security agent appointed by him;

Crew members of any of Titan Airways aircraft about to depart from the airport under the continuous supervision of a security agent appointed by him;

Constables and officers of H.M. Customs and Excise acting in pursuance of their duties;

Authorised persons in exercise of the Secretary of State’s powers in Section 20 of the Act.

7.17.2 Surveillance of Hold Baggage Prior to Loading

The Contracted Representative shall ensure that whilst any hold baggage or Unit Loading Devices await loading on to an aircraft they are protected from interference by being guarded or kept under constant, direct line-of-sight surveillance by a person (or persons) appointed for the task by him.

7.17.3 Access to Hold Baggage Prior to Loading

Where hold baggage and Unit Loading Devices are protected as above, the Contracted Representative shall ensure that each person requiring access to such items is challenged, their credentials checked and their reason for requiring access established. These steps are not required where it is already known that the person is an authorised person who has legitimate reason for access; provided that where the authorised person is believed to be a Department for Transport Security Inspector a challenge shall be made.

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7.17.4 Breach of Surveillance Prior to Loading

Where the surveillance requirements have not been complied with, the Contracted Representative shall ensure that before being placed on board an aircraft the relevant items are searched by hand or screened by x-ray to a standard sufficient reasonably to detect prohibited articles.

7.18 Mishandled Baggage

Where baggage has been mis-handled by way of missing flights, missing labelling or carried on an incorrect flight it must be retained in a secure area prior to being sent onward to correct destination or disposal.

Such baggage should be held in a locked cage or room operated by the company’s handling agent at the affected airport. Access to the room/cage shall only be permitted by those authorised by the Contracted Representative.

Baggage that is to be forwarded by air shall be screened as unaccompanied baggage prior to subsequent on-loading onto any aircraft. Where baggage is unclaimed after 6 weeks it should be reported to Titan Airways commercial department who will advise on its disposal.

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BOARDING V 1.0

03JAN13


SECTION 8 - BOARDING

8

8.1 Boarding Area preparation

Prior to the boarding process commencing the following should be check (as applicable):

Check correct flight information is displayed at gate

Ensure Dangerous Goods notices are displayed at the boarding gate

If walking on apron, check route to aircraft is safe and clearly marked

For jet-bridge boarding secure and mark route to aircraft

Obtain clearance for boarding from crew

8.2 Boarding Process

The boarding process should be completed as follows (as applicable):

PA calling passengers for boarding (if PRM’s etc then call first)

Verify each passenger’s identity

Check name on boarding card against identity document

Visual check of ID document photo against person presenting for travel

Retain boarding card stub or scan through DCS as appropriate

Apply cabin baggage policy as required (outsize items should be tagged and hold loaded / adjusted weight calculations should be advised to crew)

Check passenger numbers boarded against DCS or boarding cards/manifest

Confirm passenger number with crew (provide Passenger Information List (PIL) as available)

Send post flight messages as required

CAUTION

Any passenger discrepancies MUST be resolved prior to closing the aircraft door.

8.3 Additional Gate Security

Some countries (e.g. U.S.A.) require additional screening at gate for certain flights. Where such a requirement exists, this will be advised to the agent by Titan Airways. If US approved staff are not available then Titan Airways may secure the use of suitable trained third party security staff. Agents should assist

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such security staff in gaining access to the appropriate areas in such circumstances.

8.4 Jump-seat rules

On occasions due to over booking / combining flights / staff passengers the cabin crew jump-seats may be considered for use for ticketed passengers. Agents should contact the crew to ascertain if any suitable cabin crew jump-seats are available and then obtain approval from the Captain for their use. Such passengers when approved must be able bodied and will be boarded last.

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WEIGHT AND BALANCE V 1.0

03JAN13


SECTION 9 - WEIGHT AND BALANCE

9 Weight and Balance

Titan Airways’ Flight Deck Crew maintain control of load control of company aircraft including preparation and completion of the loadsheet. The information provided below and the aircraft annexes are for handling and cargo agent handling purposes only.

9.1 Load Control

Passenger/Baggage Weights

For load advice purposes, standard passenger weights including hand baggage listed below should be used.

Table 9-12 Passenger Weight/Mass Constants

Passenger Type Male Female All Adult

Passengers on all flights except holiday charters

88kg 70kg 84kg

Passengers on holiday charters 83kg 69kg 76kg

Children (between 2-12 years or child under 2 if occupying a separate seat.

35kg 35kg

Infants (under 2 years of age if sharing seat with adult)

0kg 0kg

All of the above weights are inclusive of cabin baggage. Cabin baggage allowance may NOT be deducted.

Where passenger load profiles are abnormally biased in terms of passenger mass, these will – where possible – be advised to the agent in advance. In the event that an agent identifies a flight where the above weight allowance would clearly be unsuitable, then this shall be advised to the Crew or Titan Airways Operations as soon as practicable.

Notional weights will be used for all other baggage unless significant outsize and abnormal baggage is presented for carriage (e.g. sports teams). In this event actual weights should be provided and the crew notified.

The following notional weight should be used where applicable:

One snowboard 17kg

Skis 12kg

Ski boots 5kg

*use of these notional values should be notified to the commander either via the flight brief / series brief or from handling agent information.

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9.2 Standard Seating / Load Plans (SSP/SLP)

SSP/SLP are available for use on all aircraft. Details are found in appendices.

9.3 Baggage/Cargo Loading (and Unloading)

The Handling/Cargo agent shall compile information on cumulative baggage/cargo noting any individual or cumulative loads that are abnormal and exceed normal allowances. Where possible, such items should be individually weighed and the information should then be passed to Crew for inclusion on the loadsheet.

Where items are taken from passengers as gate delivery items, the information must be made available to the Crew.

Any other non-normal items (irregular size/density, etc.) shall be advised to the Crew and any further instructions sought and followed.

Any hold loaded items that are NOT baggage are deemed to be considered cargo. This includes company material and catering supplies/equipment. Control of this is retained by Titan Airways with the crew being advised of weight and balance information through internal briefing systems (Flight/Catering Brief or MEL).

Baggage/Cargo will be loaded in accordance with the Captain’s (or authorized crew member) instructions. Instructions from crew members shall be recorded on either the Titan Load Report Form (see next page & aircraft type appendices) or the handling agent’s generic form

Cargo/Mail will not be loaded in the cabin of a passenger role aircraft. Seat loading of such material is prohibited.

Only appropriately trained persons shall be permitted to be involved in loading and unloading process of Baggage/Cargo/Mail/Dangerous Goods.

Loading staff shall ensure that all items loaded are loaded in such a manner as to prevent damage and inflight movement.

Prior to closure of the hold doors and securing curtains shall be affixed in place securely.

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Figure 9-7 Passenger Load Report Form

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9.4 Loadsheet

Manual load sheet will be prepared by Captain at all times. DCS data although available will only be accepted for load information/advice purposes.

Table 9-13 EDP versus Manual Loadsheet Data

Aircraft Type

Availability

BAe146 EDP data available on CODECO for seat allocation & planning

Manual W&B completion by Crew

B737 EDP data available on CODECO for seat allocation & planning

Manual W&B completion by Crew

B757 Manual ONLY

AHM560 not available at present

B767 Manual

AHM560 not available at present

9.5 Loadsheet Copy

One copy of the loadsheet shall be retained in the flight file for not less than the period stated for document retention in SECTION 2 -2.5 of this manual.

9.6 Last Minute Changes

Last Minute Changes are an inevitable part of the aircraft operation. Agents must ensure that information pertaining to additions or removals of passengers, baggage and cargo are advised to the Crew without delay.

The Crew will perform checks on the weight and balance effect of any change and advised agents if any additional action is required.

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RAMP OPERATIONS V 1.0

03JAN13


SECTION 10 - RAMP OPERATIONS

10

10.1 Ramp Safety in Aircraft Handling

Ramp safety rules and procedures promote safe ground handling. The minimum safety rules and procedures defined in this section should always be applied and understood by personnel working on the ramp.

Aircraft damage can endanger passengers, staff and aircraft. Even a slight scratch on an aircraft may result in a serious accident.

Additional information and guidance on normal and contingency operations (Severe weather, etc.) can be found in the Airside Management and Safety section of the IATA AHM.

If you see or cause any aircraft damage, you MUST report it

10.2 Ground Personnel Safety Precautions

The following basis standards of safety are expected to be employed by agents:

Proper training of personnel in correct operating procedures and safe work practices

Enforcement of safety rules, procedures and requirements

Exercising extreme care when operating ground support equipment in the vicinity of an aircraft

Only adequately trained & authorized personnel are permitted to operate equipment.

Equipment is maintained and checked on a regularly scheduled basis

Portable electronic equipment shall not be operated whilst operating GSE

Equipment should never cross the path of taxiing aircraft or embarking / disembarking passengers.

Equipment should be driven no faster than walking speed when in the vicinity of aircraft.

Safety shoes or boots should be worn to prevent foot injuries.

Personnel working in noise-intensity areas should wear approved hearing protection.

Clothing/Reflective jackets appropriate to the weather conditions should be made available to personnel

Personnel shall not walk or stand on a moving conveyorbelt.

Personnel shall keep clear of aircraft engine intake/exhaust areas

Ground support equipment should be moved away from the aircraft vicinity and secured.

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Vehicles MUST NOT be parked under the aircraft wing-trip fuel vents.

The ground area beneath exit doors should be kept clear of any obstructions.

A person shall be allocated to supervise all airside activities (Dispatcher/Leading Hand/Ramp Supervisor as applicable).

10.3 Danger Areas

There is a particular danger of blast damage or injury from the aircraft engine’s exhaust or intake. The risk is increased when an aircraft stops and then applies power to ‘break away’ to continue manoeuvring.

Vehicles and personnel must remain clear of aircraft danger areas when aircraft engines are running and the anti-collision lights are on.

In order to prevent accidents and incidents personnel and/or should never be positioned in the following critical areas during aircraft departure or arrival.

Engine Intake Area

Engine Blast Area

DANGER

Ground personnel and/or loose equipment must stay clear of intake and blast areas

NOTE

See aircraft sections for information of intake/blast area distances

10.4 Equipment Restraint Area & Equipment Restraint Line

The equipment restraint area (ERA) is defined as the area of the bordered by a red line known as the equipment restraint line – or as otherwise indicated – in which the aircraft is parked during ground operations.

The ERA must be free of obstructions and Foreign Object Debris (FOD) before and during aircraft arrival and departure.

10.5 FOD – Foreign object Debris

Foreign Object Debris (FOD) is a general term which applies to all loose objects which are a hazard to the safety of an aircraft and which, therefore must not be left in any area where they would constitute a hazard.

Examples of FOD – Plastic and paper, sheets, rags, metal nuts and bolts, cans, tools, equipment, stones, pebbles, wood, luggage parts etc.

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CAUTION

All personnel are responsible for identifying and removing FOD

10.6 Aircraft Arrival

10.6.1 Preparation

Prior to the arrival of an aircraft the stand or parking area should be prepared. This should include the following actions:

Stand to be clear of equipment , obstructions and FOD

Parking position is clear of snow/ice

Sufficient manoeuvring area is available

Ground support equipment (GSE) serviceable and secure

GSE to be located behind any Equipment restraint line or marked restriction line

Guidance systems to be activated OR marshaller (and wingman) available

Staff in position to operate steps or jet-bridge as appropriate

10.6.2 Taxi and parking

The handling agent should ensure that the aircraft is guided onto a parking stand by the safest means. Guidance may be by approved airport stand guidance systems or by use of a trained/approved marshaller (with wingmen as appropriate). Where stand guidance systems are used the agent shall be responsible for the operation of the system or for ensuring the appropriate authorities activate it prior to arrival. A marshaller provides guidance but the responsibility for the safety of the aircraft remains with the Commander.

10.6.3 Marshalling (Equipment / Definitions)

Aircraft being manually directed into parking positions are to be guided by the following:

Marshaller – A qualified person to be located on the parking position slightly to the left of centreline to guide the aircraft to the parking position.

Wingman – One or more qualified persons to be located at the wingtip/s to provide obstacle clearance information to the marshaller. The wingman must be in visual contact with the marshaller at all times.

During hours of daylight bats should be used and illuminated wands used during the hours of darkness or during poor visibility.

All marshalling shall be completed using ICAO standard signals. (Information can be located at http://www.skybrary.aero/bookshelf/books/291.pdf

http://www.skybrary.aero/bookshelf/books/291.pdf

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Upon completion of the parking process, hand signals only shall be used by ground personnel to indicate that "chocks are in position" and "shut down engines". Parking brakes shall not be released until all engines have been shut down and until the cockpit personnel have ascertained that chocks have been inserted and that the aeroplane is not moving.

NOTE 1

Company aeroplanes may be taxied on the movement area of an aerodrome only by a person

Authorised and found competent by the Company, and

Competent to taxi the aeroplane and to use the required means of communication, and

Instructed in respect to aerodrome layout, routes, signs, marking, lighting, ATC instructions, and all applicable procedures.

Titan Airways aircraft are prohibited from self manoeuvring onto nose in stands at anytime

10.6.4 Parking and Wind conditions

When aircraft are parked in strong wind conditions consideration should be made where possible for the parking position to be into wind or as requested by the aircraft commander. Chocks should be placed both forward and aft of main wheels.

10.7 Post Parking Actions & Accessing aircraft

Handling staff should only approach the aircraft once the anti-collision beacon has been turned OFF

The aircraft should be chocked as appropriate for the conditions.

DANGER

When placing wheel chocks:

Stand well clear of the path of the tyres in case of aircraft movement

Approach main gear from front or rear to avoid blowout danger

Cones, where available, should be positioned at each wingtip and aft of the tail section of the aircraft. If Passenger Inline Guidance Systems (PIGS) are available then these should be used to prevent passengers and personnel from walking beneath the aircraft or in the vicinity of the engine. When not available, suitable guidance by handling agent personnel should be put in place.

10.7.1 Accessing passenger doors

Either suitable height steps or an air-bridge should be positioned without delay for passenger deplaning.

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Once steps are in position any securing struts/stabilizers should be put in place or the equipment chocked. When the steps have been secured one person should proceed to the top of the steps and knock on the main passenger door to indicate it is safe to open. Once the door has been opened, fix the sides rails/panels into position and lock.

For jet-bridge operation the unit must be properly positioned and secured before indication is given to the crew to open the door.

DANGER

Passenger doors shall only be open when suitable boarding equipment is in place. There is a risk of falling when opening and closing cabin doors. Slide deployments can be fatal. If and armed door begins to open DO NOT attempt to hold the door as you risk serious injury or death

Only Titan crew should open and close passenger and service doors

10.7.2 Aircraft Servicing

Other equipment required for the servicing of the aircraft should approach the aircraft with caution and in a manner not to impede the dis-embarkation and unloading process. Vehicles should be positioned in accordance with the ground servicing equipment diagrams in the individual aircraft appendices to this manual.

Care must be taken when operating such items as belt loaders to ensure they are position in a manger that will avoid contact with the aircraft when the aircraft rises/or falls during unloading/loading.

When opening and closing hold doors exercise caution to ensure the door does not impact and ground support equipment.

Ensure at the completion of baggage and cargo loading, any hold nets are properly secure prior to door closing.

(See also sections on fuelling, catering and de-icing)

10.8 Parking – Security

10.8.1 Security

Whilst Titan aircraft are unattended during turn-rounds the aircraft must protected from unauthorised access by steps and jettys being moved away from the aircraft. In addition to the above measure crew may security seal doors and hatches on night stops. Agents should not break seals unless authorised by Titan Operations or the aircraft commander.

If any unauthorised person(s) are believed to have accessed the aircraft or found in the immediate vicinity of the aircraft, Titan Operations and the Commander must be informed prior to departure as to assess the level of security check to be employed prior to departure.

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10.8.2 Night Stops

If the aircraft is parked for a night stop or otherwise left unattended, all doors shall be locked, sealed or alarmed, jetty disconnected and/or stairs removed. If unauthorised access has been established, this must be reported to operations and the aircraft must be screened prior to departure. The Commander is responsible for the sealing of the aircraft.

10.9 Departure (see also Loading & Weight and Balance sections)

On completion of loading of passengers the agent shall confirm with the crew that they are ready to close doors and depart. The side guards on steps shall be removed and the passenger door then closed. Once this is completed any struts/stabilizers or chocks should be removed and the equipment removed (under direction of a banksman if required)

For jet-bridge operation the jetty shall not be removed until the aircraft passenger door is shut.

10.9.1 Engine Start

A qualified person should complete a final examination of the aircraft before engine start to confirm:

Surface condition of the apron is adequate to conduct operations

Apron is clear of items that might cause FOD

Aircraft servicing doors are all closed and secure

Power cables and jet-bridge/steps removed

Cones/PIGS removed and secured.

Equipment and vehicles positioned clear of aircraft movement path

Adequate clearance from obstructions for aircraft movement path

No damage to the airframe (if damage seen it MUST be reported to crew immediately)

Chocks removed

Headset communication should be established with the Flight Deck crew prior to engine start or pushback procedures. Crew will call for ground checks which will encompass the minimum of the following actions:

Exterior inspection (as above) completed

Ramp area free of FOD

All GSE disconnected from the aircraft

Chocks and pins removed

Towing tug/tractor connected (if required)

Once cleared by ATC the crew will advise the headset operator to commence the push/tow prior to engine start.

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On complete of the push/start manoeuvre the crew will advise on disconnect and the side of the aircraft where the headset operate should exit to provide a visual signal that all areas of the aircraft are clear.

In the event of headsets either unserviceable or not available ICAO recognised hand signals should be used.

10.10 Incident Management and Reporting

Any incident involving GSE or personnel that causes damage to an aircraft must be reported immediately to the aircraft Captain and also Titan operations.

A reportable incident also includes the following:

Act of aggression (e.g. BOMB THREAT or HIJACKING)

Injury to an employee involving a Titan Airways aircraft

Breach of security procedures

Damage to aircraft

Undeclared dangerous goods are discovered

Potential hazard to passengers and/or ground crew

A flight is despatched insecure not meeting baggage reconciliation requirements

An event where standards have been compromised

An environmental incident (e.g. fuel spill)

Handling agents should have local contingency procedures for dealing with incidents that affect the operation and level of service provided. Guidance on key events is shown below:

Follow up action by the agent should include:

Withdrawing staff member/s from duty

Interviewing all staff members allocated to the flight

Photographs of damage and area of incident

Initial written report from Supervisor level to Titan within 4 hours of incident

Full report from management level to Titan within 7 days of incident

Some incidents (aircraft damage / dangerous goods) will require the state of occurrence to be notified and a report provided to them. Agents should make arrangements for this notification to take place when required/requested.

Incident reports shall be kept for a minimum period of 12 (twelve) months from the date of the incident.

Internal (Titan Airways) reporting of Ground Handling issues of either a reactive or proactive basis shall be notified to the company using the TASARS reporting system and audit/inspections. Issues raised shall be investigated and risk assessed with appropriate mitigation measures employed as required.

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Where significant issues are raised as a result of reporting, audit or inspection then these will be manager by the Operations Director and referred to either a Safety Action Group or the Quality Safety Review Board for management level review.

Figure 10-8 Form 10-1 Sample Incident Report Form

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Figure 10-9 Form 10-1 Sample incident report form / cont’d

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Intentionally Blank

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FUELLING V 1.0

03JAN13


SECTION 11 - FUELLING

11

11.1 Fuel delivery

Fuel may be delivered to a Titan Airways aircraft either under contractual arrangements with major fuel companies or under a one-off release for non-contracted locations. All fuel shall be supplied free from contamination in accordance with the standards of the IATA Fuel Quality Pool. Where a formal contract is not in place the supplier giving an ‘open release’ for the supply of fuel will offer this on the basis of the supply being in accordance with the IATA standard contract for fuel delivery.

Only persons who have received initial and recurrent training and testing in the delivery of fuel and associated emergency procedures shall operate refuelling process on Titan Airways aircraft.

11.2 General fuelling precautions

Particular care is required in advising the refuelling agency of the correct type, grade and fuel quantity required, with special reference to the units of measurement quoted (litres, US. gallons, pounds etc.);

the bowser or other fuel installation must be earthed to the aeroplane structure before the hose is extended, and remains so earthed until refuelling is complete;

smoking is not permitted within 15 metres of the aeroplane while refuelling is in progress;

the correct quantity of anti-freeze additive that is dispensed into the fuel where specified by the aeroplane manufacturer;

the fuel bowser/installation readings at the start and finish of refuelling reflect accurately the fuel uplift as indicated on the aeroplane fuel quantity gauges, and a gross error check is carried out.

NOTE:

When refuelling with wide cut fuels the aeroplane electrical supply should be switched off before refuelling starts, and remain off until refuelling ceases and the hoses have been removed.

11.3 General Refuelling operations

A crewmember or engineer will generally be available to operate or supervise the operation of refuelling switches. Fuel companies may operate these switches on confirmation of the appropriate training/briefing on the manufacturer’s procedures for the aircraft type involved.

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11.4 Fuelling with passengers on-board

Subject to local regulations and requirements Titan Airways does allow fuelling to take place with passengers on-board. This can only be carried out under the following conditions:

A Flight Crew Member or suitably qualified ground engineer (see note below) must advise the handling agent and refuelling operative and remain on the flight-deck during refuelling/defueling. APU must be operated (or Shut Down) as per manufacturers procedures;

NOTE:

The qualified person referred to above must be capable of handling emergency procedures concerning fire protection and fire fighting, handling communications and initiating and directing an evacuation.

Two-way communication should be established and remain available using the aircraft inter-communications system or person-to-person between the flight deck and ground crew supervising the refuelling operations;

if required by the local national, or airport Authority, air traffic control and the aerodrome fire services are to be advised that refuelling/defueling will be taking place with passengers on board;

crew, staff and passengers are to be advised that refuelling/defuelling is about to take place;

Loading bridge shall be in place and secure to allow for any emergency evacuation to a terminal prior to the commencement of refuelling operations. If no loading bridge then steps should be in place as directed by the crew;

a crew member will be stationed at the main exit door to assist in the evacuation if an emergency should occur and other emergency doors exits will be guarded by cabin crew members who must be prepared for an immediate emergency evacuation;

Passengers must be under the supervision of handling agent staff and should be routed to avoid the fuelling zone (see below). Any baggage identification/retrieval process must take place away from the fuelling zone;

if the presence of fuel vapour is detected inside the aeroplane, any fuel spill occurs or any other hazard arises refuelling/de-fuelling must be stopped immediately; Ground agents should be aware of any hazards and advised crew and refueller immediately;

In the event of a fuel spill the Airport Fire Services should be summoned immediately (unless already present). Crew should be notified without delay and agents should assist in any subsequent instructions given by the crew;

no individual items of electrical equipment (including mobile telephones) may be operated while refuelling/de-fuelling is in progress; electrical equipment shall not be connect or disconnected whilst fuelling operations are undertaken;

the position of the fuel bowser/installation relative to the aeroplane is to be such that it will not impede the rapid exit of passengers if an emergency evacuation becomes necessary;

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Suitable fire extinguishing equipment should be available (this is normally a part of the fuel delivery vehicle equipment);

A bonding connection shall be made between the aircraft and the refuelling vehicle to provide for a dissipation of electrical energy that may develop.

the ground area beneath the exits intended for emergency evacuation and slide deployment areas must be kept clear and any servicing being undertaken shall no create hazard or obstruction;

No aeroplane is re/de-fuelled with Avgas or widecut fuel (e.g. Jet B or equivalent) or when a mixture of these types of fuel might occur, when passengers are embarking, on board or disembarking;

Fuelling operations shall be ceased at any time lightning is determined to be a threat.

11.5 Fuelling Safety Zone

The fuel safety zone is the area immediately around the refuelling point where risk of combustible gases is most likely.

The size of the fuelling area corresponds to the shape of the wings extended 3m radius around the fuelling receptacles, fuel vents and around fuelling equipment. Only persons and equipment directly involved with the fuelling process should be located within this zone.

No other service vehicles or equipment are permitted in this zone whilst refuelling operations are undertaken.

A prohibition of the use of portable electronic devices within the zone shall be in place during the fuelling process. In addition no use of other sources of ignition shall be permitted (e.g. matches / flammable equipment / flashbulbs)

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DE-ICING V 1.0

03JAN13


SECTION 12 - DE-ICING

12 Introduction

Titan Airways operates a de-icing program to ensure that aircraft are operated to the Clean Aircraft concept in hazardous cold weather conditions.

De-icing operations shall be undertaken on instruction from the aircraft Commander. All de-icing shall be completed in accordance with the guidelines published by the Association of European Airlines (AEA) ‘Recommendations for De-icing / Anti-icing of Aircraft on the Ground’. Due to the nature of the Titan Airways non-scheduled operation a network lists is not provided in this manual.

Ad-hoc requests for de-icing may not involve the signing of formal contract but such requests shall be handled as if SGHA terms were in force and the operations carried out in accordance with the AEA guidelines. Regular locations STN/EDI/EMA/BFS/EMA/EXT/ BOH/CMF are covered under handling or direct contract and may be subject to audit.

De-icing shall be carried out to ensure the Clean Aircraft Concept is maintained. This is achieved by following standard operating procedures either of the supplier of the guidance below.

12.1 Clean Aircraft Concept

The assurance that a takeoff is not attempted when ice, snow, slush or frost is present or adhering to the wing, fuselage or empennage of the aircraft.

Only suitably trained (and current) staff should be employed in de-icing operations and such staff must also be trained in completion of a post de-icing inspection of the aircraft. Training must include areas of the airframe that should be avoided by spraying operations. To assist in this individual aircraft charts showing such areas are in the aircraft type appendices to this manual.

Fluids and mixes accepted for use on Titan Airways aircraft are listed in Operations Manual Part A Section 8 / Appendix A. Crew will use these tables for the calculation of holdover times.

The following fluids are currently listed for use:

Type I

Type II

Kilfrost ABC-K

Type IV

AL-34

Use of any fluids that deviate from the fluids approved under ISO/SAE shall be referred to Titan Airways before use.

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Fluids shall be stored and handled in accordance with the recommendations of the AEA Guidelines.

De-icing process should involve the following:

Confirmation from Flight Deck Crew that aircraft is in the correct configuration for commencement of de-icing process.

Details of fluids and mixture shall be advised to the aircraft Commander in order that holdover times may be calculated.

De-Icing should be carried out in a structured manner to ensure all contaminated parts of the aircraft are properly and thoroughly covered (see below). Specific aircraft limitations are covered on the de-ice diagrams in the aircraft type appendices to this manual.

Flight Crew should be receive confirmation of a ‘clean’ aircraft.

On completion of the de-icing process and prior to aircraft movement an ‘all clear’ indication shall be given to the flight deck crew.

Training records must be available for inspection by Titan Airways at any time.

12.2 Standard Method for Application

12.2.1 General

1. For maximum effect, fluid will be applied close to the surface of the skin to minimise heat loss.

2. Do not spray at right angles to the aircraft surfaces.

3. Frost, ice and snow dilutes the fluid. Apply sufficient hot de-icing fluid to ensure that re-freezing does not occur and that all contaminated fluid is driven off the aircraft surfaces.

4. On vertical surfaces, work from the top down

5. On wings, horizontal stabilisers and elevators, spray from the leading edge to the trailing edge. Do not spray from the rear, thus avoiding fluid ingress into control surface cavities. Start at the highest point of the surfaces and work to the lowest parts, i.e. on most aircraft start at the wing tip and work towards the wing root. Some aircraft (typically 146 types) have anhedral wings, i.e. slope down from the wing root to the wing tip. On these aircraft types, start spraying at the wing root and work outward to the wing tip.

6. Where an aircraft lands on a runway contaminated with snow, slush or ice, the Commander may choose to leave the flaps extended for arrival on stand where an inspection could take place by the qualified engineer to determine if de-icing is required. Where this is required, a fine cone spray pattern at low pressure should be used to loosen the contamination prior to a manual method to brush off all contamination and as much of the fluid residues as possible. Holdover times will not apply to extended flap treatments. Report details of the treatment to the Commander.

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7. On the fuselage, spray along the top centre line and then outboard. Ensure the fuselage is clear of ice, slush and snow. Do not spray directly at cabin windows.

8. Avoid spraying de-icing fluid directly at antennae, stall vanes, pitot tubes, static vents, angle of attack airflow sensors or air stream direction detectors and probes. If you suspect de-icing/anti-icing fluid had contaminated any of these items, you must report this immediately to the Commander or relevant Engineer.

9. On the Nose and Radome area, Engine Nacelles and Flight Deck Windows, manual methods of removal e.g. soft bristled brushes or squeegees is the recommended method. Where de-icing fluids are used, spray fluid using a fine cone spray pattern, spray from the rear of the nose cone forward and avoid spraying directly onto or near to Flight Deck Windows as de-icing fluid could cause severe loss of visibility during flight. Any de-icing fluid remaining on the nose area post treatment where it could blow back onto the windscreens during take-off or on the Engine Nacelles, must be removed prior to dispatch using squeegees or equivalent methods.

10. On engine intakes/exhausts and/or fan blades, do not use de-icing fluid to remove ice or snow contamination. Hot air or other means as recommended by the engine manufacturer should be used which is an engineering function. Do not spray de-icing fluid directly onto thrust reversers.

11. Avoid spraying de-icing fluid directly at or into air intakes of the APU and/or air conditioning intakes. If you suspect de-icing/anti-icing fluid had contaminated any of these items, you must report this immediately to the Commander or relevant Engineer.

12. For landing gears and wheel bays, the application of de-icing fluid must be kept to an absolute minimum. Do not spray de-icing fluid directly onto brakes and wheels.

13. Ensure de-icing treatments are performed symmetrically, i.e. both sides are treated in the same way, same areas, same amount and type of fluid with the same mixture strength. This is particularly relevant when the treatment is carried out using two de-icing rigs.

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SERVICING V 1.0

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SECTION 13 - SERVICING

13 Introduction

Aircraft servicing equipment location diagrams and access points are shown in the respective aircraft type Appendix.

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CARGO V 1.0

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SECTION 15 - CARGO

15 Introduction

General cargo is not normally carried on Titan Airways flights. It may be accepted by customer airlines and presented for carriage using the procedures of the customer carrier.

Cargo flights are normally undertaken as sole use charters and the guidance below relates to this and the carriage of non-revenue cargo only. All cargo carried must be accepted, handled, transported and loaded in accordance with all applicable laws, regulations and rules, including the Air Carrier Security programme.

All documentation and markings associated with the transport of cargo shall be in the English language and supplemented with local languages as required.

15.1 Acceptance

All acceptance points shall display the appropriate Dangerous Goods warning signage.

Titan Airways operations and commercial staff will make arrangements between the charterer and the agent for an agreed delivery and acceptance point.

On receipt of cargo at the acceptance point it shall be inspected by the agent for the following:

Proper marks and labelling’

Signs of damage or leakage (if present, deny transportation)

Suitability of packaging for transport

Cargo present corresponds to documentation provided/information advised

This requirement also applies to overpacks and built ULD/Pallet consignments.

Where packages are found to be leaking or otherwise damaged and unsuitable for transport they should not be loaded and the item should be referred back to the shipper.

Once accepted and prior to loading, cargo shall me stored in suitable facilities that provide protection from weather, contamination and damage. Cargo should be stored in such a manner that ensures proper separation in accordance with the appropriate IATA manuals for differing types of cargo such as dangerous goods, radioactive material and other special cargo, such as human remains, live animals, perishables, valuable cargo and fragile goods.

15.2 Security

Handling / Cargo agents operating a cargo facility are required to ensure that the facility and procedures provide for a level of protection that meets state requirements for the prevention of introduction of any prohibited article onto an aircraft or any other unlawful interference.

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Cargo facilities that are located within or access security restricted areas or critical parts must ensure that security control processes are in place that verifies the identity of staff working within those areas and have screening processes applied that meet the state or local regulations.

All personnel who are involved in the screening of air cargo or have access to such items after screening shall be subject to the background check requirements of this manual.

Various cargo security regimes are in force in different countries of the world some allowing the use of ‘known’ or ‘Account’ customer arrangements. It is Titan Airways policy that ALL cargo should be screened prior to loading onto an aircraft unless other approved arrangements are advised.

15.3 ULD/Pallet

Cargo on sole use charter generally requires building on pallets or ULDs. Titan Airways will ensure these are available in advance (or on the inbound aircraft) and allow for building time within the schedule.

ULDs should be inspected prior to building and on unloading for airworthiness and serviceability. ULDs that are damaged shall be withdrawn from service and referred to Titan Airways for shipping or repair instructions.

If any doubt exists as to the serviceability of a ULD Titan Airways should be contacted to reference any issues or damage against the manufacturer’s maintenance and component manuals/records which are held in the Titan Airways Engineering Technical Library.

In the event that dangerous goods are being carried in ULDs then the handling/cargo agent shall ensure that the ULD:

i) Is marked with the class or division number(s) of such dangerous goods;

ii) If a ULD contains packages bearing a ‘Cargo Aircraft Only’ (CAO) label, it indicates the ULD can only be loaded onto a cargo aircraft.

Pallets/ULDs should be built up so they are evenly loaded across the floor area of the unit to avoid deformation and associated loading difficulties.

Where pallets are used the netting and securing straps provided shall be used to ensure the load is properly secured prior to loading.

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Figure 15-10 ULD Damage Report

15.4 Loading

A nominated lead ramp person shall be responsible for the co-ordination of the loading of cargo. Any particular procedure will be advised by Titan Airways in advance.

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Loading staff must remain vigilant to ensure that packages that are either damaged or leaking are not loaded onto aircraft. They should be returned to the cargo facility and referred back to the shipper.

Loading should be completed using HiLo equipment for main deck operations. Fork lift loading is NOT normally permitted for either main deck or belly hold operations due to the danger of aircraft damage. Where this remains the only option, Titan Airways shall be consulted prior to any such operation.

ULD/Pallets must be loaded in accordance with the Captain’s instructions and in a manner that will not unbalance the aircraft at any point leading to a tail drop. This may involve a progressive process (See B737 appendix for guidance)

15.5 Securing of cargo

Each unit must be secure to the aircraft floor structure using the ‘bear trap’ securing mechanisms. On completion of loading each ULD/pallet, the integrity of the netting/straps must be checked prior to loading any subsequent unit into position.

Bulk loaded hold items shall be loaded so as to ensure there is protection against movement in-flight, either by use of volume of other cargo and baggage or by securing to the floor structure of the hold.

15.6 COMAT

COMAT is occasionally carried in limited quantity (mostly aircraft spares). Such material is prepared by the Engineering Stores staff and loaded onto the aircraft as agreed with the aircraft commander.

15.7 Dangerous Goods

See Section 17.

15.8 Live Animals

Titan Airways does not routinely carry live animals. When such occasions arise the animals shall only be carried in accordance with the IATA Live Animal Regulations in force at the time. All animals shipments shall not be accepted unless the appropriate certificate document is provided by the shipper.

Information on loading locations for animals can be found in the individual type annex to this manual.

Other considerations when carrying live animals:

All live animals shall be loaded in the prescribed compartments.

The cages shall always be tied down or lashed to avoid any movements during takeoff, flight or landing.

Cages shall be stowed with sufficient space between them and other loads to guarantee sufficient supply of air.

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Cages must not be stowed directly in front of air ventilation outlets or in direct contact with outer compartment walls.

Live animals shall not be loaded in the same compartment with edible cargo or catering supplies, human remains (HUM) or dry-ice (ICE) in larger quantities.

Live animals shall always be stowed well above the stowage level of dry ice, even in small quantities.

Animals with an intensive odour shall not be loaded on a predominantly passenger flight.

The doors of cargo compartments with live animal loads shall be closed as late as possible and opened at transit and/or destination stations first; special care must be taken in case of strong winds, heavy rain, snow fall and extreme local temperature conditions.

Information to crew. The commander shall be informed about the transportation.

15.9 Other Special Cargo

When requested, Titan Airways will transport special cargo listed below in the manner described:

15.9.1.1. Perishable Cargo

Any perishable cargo should be referred by the agent to Titan Airways for further instruction unless advised in advance. Carriage shall only be in accordance with the IATA PCR and the state regulations of the origin and destination.

Perishable cargo shall be accepted for carriage only if properly packed in order to avoid damage and/or contamination to other loads, ULDs or compartments.

In the event of any delay to perishable goods Titan Airways will liaise with the shipper to determine appropriate action.

15.9.1.2. Human Remains

Requests for transportation shall be directed to Titan Airways operations and the contents of the requests shall include the following information:

Passenger’s name, date of birth and death;

Reason for death;

Flight number, date and routing for the transportation requested;

The undertaker’s address and telephone number at the destination;

Human remains shall be contained in a coffin with a hermetically sealed inner container of bronze, lead or zinc. In case of cremated remains, the casket must be packed in a sealed outer box or case.

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The handling agent must obtain a certificate of death issued by the Civil Registrar (or equivalent depending on jurisdiction/State). In case of cremated remains, an official Certificate of Cremation must be obtained. Certificates should be legalised where necessary, by the local notary/consul of the country of destination.

All certificates and the passport shall be attached to a cargo manifest.

The coffin shall be loaded on the aircraft and secured to prevent any in-flight movement.

The Commander of the aircraft shall be notified of the weight and location of the coffin.

15.9.1.3. Outsize and Heavy Cargo

Any outsize or heavy (HEA) cargo should be referred by the agent to Titan Airways for further instruction unless advised in advance.

15.9.1.4. Fragile Cargo

Any fragile cargo should be referred y the agent to Titan Airways for further instruction unless advised in advance.

15.9.1.5. High Value Cargo

Any high value cargo should be referred by the agent to Titan Airways for further instruction unless advised in advance. It is important that details of high value shipments are always kept confidential between those directly involved.

Titan Airways will, where necessary, provide information on suitable handling and security measures to be applied in respect of such shipments.

15.10 Contingency and Emergency

15.10.1.1. Bomb Threat

In the event the cargo facility is targeted by a bomb threat of whatever nature then local evacuation procedures should be implemented immediately and law enforcement/emergency agencies contacted for response.

Should a threat be directed to Titan Airways then the company will invokes its contingency response including contacting the affected agent to invoke procedures as above.

15.10.1.2. Suspected Bomb/Explosives

In the event the screening process reveals the presence of either a suspect bomb or undeclared explosive material then local evacuation procedures should be implemented immediately and law enforcement / emergency agencies contacted for response.

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15.10.1.3. Other Emergencies

Agents shall use the appropriate local procedures or information from the IATA AHM in response to other emergencies. Law enforcement / emergency agencies should be contacted for response where appropriate.

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MAIL V 1.0

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SECTION 16 - MAIL

Mail is carried under sole use charter arrangements with the UK Royal Mail.

All mail shall be security screened by Royal Mail prior to being loaded into ULDs or prepared for hold loading. This screening process shall also identify any prohibited articles or dangerous goods which should be removed from carriage when found.

Specific turn-round plans exist for each aircraft type involved in mail operations. Details on these are found in the appendix to this manual.

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DANGEROUS GOODS – CARGO V 1.0

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SECTION 17 - DANGEROUS GOODS – CARGO

17 Introduction

Titan Airways carriage of Dangerous Goods requires that handling agents adhere to the following procedures. All Dangerous Goods are handled in accordance with IATA Dangerous Goods Regulations (current edition).

Staff must be suitably trained in IATA Dangerous Goods Regulations and training records shall be subject to inspection/audit by Titan Airways at any time.

Dangerous Goods notices must be prominently displayed at check-in and cargo acceptance points

Staff involved in the acceptance and/or loading of Dangerous Goods shall receive such initial and recurrent training in the following (minimum) areas:

i) General Philosophy

ii) Limitations

iii) General requirements for shippers (acceptance staff only)

iv) Classification (acceptance staff only)

v) List of Dangerous Goods (acceptance staff only)

vi) General packing requirements (acceptance staff only)

vii) Packing instructions (acceptance staff only)

viii) Labelling and marking

ix) Shippers declaration and other relevant documentation (acceptance staff only)

x) Acceptance procedures (acceptance staff only)

xi) Recognition of undeclared dangerous goods

xii) Storage and loading procedures

xiii) Flight Crew notification (NOTOC)

xiv) Provisions for passengers and/or Crew

xv) Emergency procedures

17.1 Acceptance

Dangerous Goods warning signage shall be displayed at all cargo acceptance points.

Before dangerous goods are accepted for air transport an acceptance check must be carried out using a dedicated check list, to ensure as far as is possible that packages, overpacks and freight containers are not damaged or leaking, they are correctly marked and labelled and dangerous goods transport documents have been completed correctly, according to the Dangerous Goods Regulations. IATA Dangerous Goods Acceptance Checklist shall be used for acceptance procedures. This checklist should be retained for not less than 3 months and must be available for inspection by Titan Airways on request.

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17.2 Loading / Unloading

Loading and Unloading of dangerous goods shall only be completed by DGR trained personnel under the supervision of an appropriately qualified person.

Before dangerous goods are loaded on an aeroplane and after unloading from an aeroplane, packages, overpacks and freight containers must be inspected for evidence of damage or leakage, as required by the Dangerous Goods Regulations. Leaking or damaged packages, overpacks or freight containers must not be loaded onto an aeroplane. If there is evidence of damage or leakage or contamination, the procedures set down in the Dangerous Goods Regulations must be followed. Titan Airways must be informed without delay by SITA or fax of any such incidents.

When dangerous goods hazard and handling labels are discovered to be lost, illegible or detached from shipments after formal acceptance by the handling/cargo agent, such labels shall be replaced in accordance with the information provided on the Shippers Declaration for Dangerous Goods. Replacement of labels does NOT apply where labels are found to be missing or illegible at the time of acceptance.

Dangerous goods must not be carried in the cabin of an aeroplane occupied by passengers or on the flight deck, except as provided for in the Dangerous Goods Regulations.

Dangerous goods which are being shipped as Cargo Aircraft Only shall be subject to meeting the following loading restrictions unless otherwise notified by Titan Airways:

Loaded in a Class C compartment; or

In a ULD container equipped with a fire detection/suppression system equivalent to that required by the certification requirements of a Class C compartment as determined by the relevant authority; or

In such a manner that in the event of an emergency involving such packages or overpacks, a Crew Member or other authorized person can access those packages or overpacks and can handle – and where size or weight permit – separate such items from other cargo.

Dangerous goods identified as suitable for transport only on a cargo aircraft must not be carried on an aeroplane on which passengers are being carried. In this context ‘passenger’ excludes a crew member, an operator’s employee, an authorised representative of an Authority and a person with duties in respect of a particular shipment of dangerous goods or other cargo on board.

Dangerous goods must be loaded, stowed and secured on an aeroplane as required by the Dangerous Goods Regulations. This includes segregating packages from each other when they contain incompatible dangerous goods, securing packages to ensure their orientation or position does not change to the extent that they may be damaged or affect passengers and, on a cargo aircraft, loading certain packages so they are accessible in flight.

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17.3 Notice to Commander

The commander of the aeroplane on which dangerous goods are to be carried must be informed before the flight of those dangerous goods, as provided for in the Dangerous Goods Regulations. This information must be presented on the attached Notice to Commander (NOTOC) form and include:

The proper shipping name and UN number (when assigned);

The class or division, any identified subsidiary risks and, for explosives, the compatibility Group;

The packing group (when assigned);

The number of packages, net quantity or gross mass per package;

Loading location; and

Confirmation there is no evidence of damaged or leaking packages.

The NOTOC shall be signed by the Commander and one copy retained on the ground as below.

Copies of both documents shall be readily available on the ground at point of departure and destination for the duration of the flight. In the event that that departure station agent (including Cargo department) is not staffed 24H then these documents must be sent by fax to Titan Ops +44 1279 680110 to ensure that they are accessible for the duration of the flight.

17.4 Undeclared Goods

In the event of an agent discovering undeclared dangerous goods prior to loading then the goods shall not be loaded and this shall be reported to Titan Airways by SITA without delay giving the following information:

Shipper

Consignee

Nature of Goods (UN number / proper shipping name if avail)

Action taken

Copy of any cargo documentation must be faxed to Titan Airways +44 1279 680110

In the event of an agent discovering undeclared dangerous goods during off load the reporting requirements detailed above shall be applied.

17.5 Incidents

Initial response to a dangerous goods incident shall be to ensure the safety of passengers and all staff.

Any incidents involving dangerous good either shipped on, or due to be shipped on a Titan Airways aircraft shall be reportable to Titan Airways (SITA or Fax) and to the State of occurrence.

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Flight No.

From

To

Nature of incident

Shipper

Consignee

Nature of Goods (UN number / proper shipping name if avail)

Action taken

Copy of any cargo documentation must be faxed to Titan Airways +44 1279 680110

17.6 Signage

The required Dangerous Good signage shall be in position at all cargo acceptance points

Agents should be aware of and be alert to the presence of dangerous goods in baggage as covered by latest edition of the IATA Dangerous Goods Regulations.

17.7 Undeclared/Mis-Declared Dangerous Goods

In the event that undeclared dangerous goods or mis-declared dangerous goods are discovered at either; check-in, security search, cargo reception or gate, a report detailing the following information is to be submitted to Titan Airways and to the appropriate authority of the state of occurrence within 24 hours of the incident.

Name and address of passenger

Route

Description of goods carried

Narrative report from witnesses

17.8 Spillage or leakage of dangerous goods in holds

Should any spillage or leakage of hazardous contamination and/or dangerous goods occur, the following actions, as applicable, should be taken:

Remove items from aircraft and immediate zone as soon as practicable.

Prevent item from being loaded and remove from vicinity of aircraft.

Contact emergency services as appropriate.

Assess contamination to other baggage/cargo or ULDs and remove/prevent loading such items as applicable.

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For hazardous materials and dangerous goods (except Class 7) spillage or leakage, engineering staff involvement should be sought in the cleanup process.

In the event of Class 7 Radioactive contamination, the aircraft will be removed from service pending evaluation by appropriately qualified personnel.

A report shall be sent to Titan Airways within 24 hours of any such incident and to the appropriate authority of the State of the occurrence, if required.

17.9 Documentation

The handling agent shall retain the following dangerous goods documentation for 3 months from flight date. This documentation shall be available for inspection by Titan Airways on request.

Shippers Declaration

Acceptance Checklist

Notice to Commander (NOTOC)

A copy of the Notice to Commander MUST also be sent by fax to the destination airport handling agent and/or Titan Airways on +44 1279 680110

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Figure 17-11 Form17-1 Dangerous Goods - Notice to Commander

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CARRIAGE OF ELECTRIC MOBILITY AIDS V 1.0

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SECTION 18 - CARRIAGE OF ELECTRIC MOBILITY AIDS

18

18.1 Check-in

Where an Electrical Mobility Aid is presented for carriage at check-in the handling agent will verify if notification and approval has been received from Titan Airways. If this approval has been given then the passenger should be checked-in as normal and then directed to the PRM provider at the airport for preparation of the aid and further assistance.

In the event that no pre-notification has been received then the agent should contact Titan Airways with details of the aid being presented for carriage. Titan Airways staff should complete the normal acceptance procedure detailed above and confirm acceptance using the Carriage of Electrical Mobility Aid form to the agent as soon as practical.

In the event that a non-notified aid cannot be carried due to lack of space of failure to supply the required information, the passenger should be informed as soon as possible and a record maintained of the passenger name and reasons for refusal of carriage.

Figure 18-12 Check In Process

Check-in Process

Pre-notified pax at check-in

Check mobility aid same as notified (if no take details of mobility aid make/model and refer to Titan Airways for assessment and approval for carriage)

Attach Mobility Aid Tag

Direct pax to PRM service provider

Non-notified passenger

Take details of mobility aid make/model and refer to Titan Airways for assessment and approval for carriage

If carriage approved;

Attach Mobility Aid Tag

Direct pax to PRM service provider

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18.2 Wheelchairs/Mobility Aids with Non-Spillable Wet Batteries or with Batteries which Comply with IATA DGR Special Provision A123

DISCONNECTION OF THE POWER CABLES TO A BATTERY (except where a removable battery is fitted) IS GENERALLY NOT REQUIRED AND WHEN

NOT COMPLETED CORRECTLY INCREASES CHANCE OF FIRE

Prior to loading an electric mobility aid, the loading supervisor must check that inadvertent operation of the device has been prevented. This can be achieved by placing the device into drive mode (i.e. not freewheel mode), seeing if the mobility aid will power up and whether use of the joystick results in the mobility aid moving. A check should also be made that batteries are securely attached to the mobility aid and battery terminals are protected from short circuit. If it is evident that the mobility aid has not been made safe, consult the passenger for advice on how to inhibit circuits or refer the matter to staff tasked by the airport with making devices safe for carriage (if this company is known). Ultimately, if the device cannot be made safe, advise the passenger that the device cannot be carried.

a) Non-spillable batteries must comply with IATA DGR Special Provision A67 or the vibration and pressure differential tests of Packing Instruction 872;

b) It must be verified by Titan Airways or its appointed agent that:

Battery terminals are protected from short circuits, e.g. by being enclosed within a battery container;

The battery is securely attached to the wheelchair or mobility aid;

Electrical circuits have been isolated by removal of key, separation of power cable connectors, insertion of Airsafe™ plug etc. (guidance from user may be required)

c) The wheelchair/mobility aid must be carried such that it is protected from being damaged by the movement of baggage, mail, stores or cargo;

Where a battery-powered or other similar mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible):

The battery(ies) must be removed. The wheelchair/mobility aid may then be carried as checked baggage without restriction;

The removed battery(ies) must be carried in strong, rigid packagings which must be carried in the cargo compartment;

The battery(ies) must be protected from short circuit; and

The Pilot-In-Command must be informed of the location of the packed battery.

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18.3 Wheelchairs/Mobility Aids with Spillable Batteries




Battery-powered wheelchairs or other similar mobility aids for use by passengers whose mobility is restricted by either a disability, their health or age, or a temporary mobility problem (e.g. broken leg), with spillable batteries:

a) (a) provided that the wheelchair or mobility aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the wheelchair. It must be verified that:

The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container;

The battery is securely attached to the wheelchair or mobility aid;

Electrical circuits have been isolated by removal of key, separation of power cable connectors, insertion of Airsafe™ plug etc. (guidance from user may be required)

Wheelchairs or other battery-powered mobility aids must be carried in a manner such that they are protected from being damaged by the movement of baggage, mail or cargo.

b) if the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position, the battery must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction;

c) the removed battery must be carried in strong, rigid packagings as follows:

Packagings must be leak-tight, impervious to battery fluid and be protected against upset by securing to pallets or by securing them in cargo compartments using appropriate means of securement (other than by bracing with freight or baggage) such as by use of restraining straps, brackets or holders;

Batteries must be protected against short circuits, secured upright in these packagings and surrounded by compatible absorbent material sufficient to absorb their total liquid contents; and

These packagings must be marked “BATTERY, WET, WITH WHEELCHAIR” or “BATTERY, WET, WITH MOBILITY AID” and be

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labelled with the “Corrosive” label (see Figure 7.3.U) and with the “Package Orientation” label (see IATA DGR Figures 7.4.E and 7.4.F).

The Pilot-In-Command must be informed of the location AND weight of a wheelchair or mobility aid with an installed battery or the location of a packed battery. Batteries which are spillable should be fitted with spill-resistant vent caps when feasible (see IATA DGR 9.3.16.4 and Figure 9.3.H).

18.4 Wheelchairs/Mobility Aids with Lithium Batteries




Lithium-ion battery powered wheelchairs or other similar mobility aids for use by passengers whose mobility is restricted by either a disability, their health or age, or a temporary mobility problem (e.g. broken leg), subject to the following conditions:

a) the batteries must be of a type which meets the requirements of each test in the UN Manual of Tests and Criteria, Part III, subsection 38.3;

b) It must be verified by Titan Airways or its appointed agent that:

The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container;

The battery is securely attached to the wheelchair or mobility aid. (see IATA DGR 9.3.16.4 and Figure 9.3.H);

Electrical circuits have been isolated by removal of key, separation of power cable connectors, insertion of Airsafe™ plug etc. (guidance from user may be required).

c) the mobility aids must be carried in a manner such that they are protected from being damaged by the movement of baggage, mail or other cargo;

Where a battery-powered or other similar mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible):

The battery(ies) must be removed. The wheelchair / mobility aid may then be carried as checked baggage without restriction;

The battery(ies) must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals);

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The removed battery(ies) must be protected from damage (e.g.) by placing each battery in a protective pouch. The battery(ies) must be carried in the passenger cabin;

Removal of the battery from the device must be performed by following the instructions of the manufacturer or device owner;

The battery must not exceed 300 Wh;

A maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried.

d) The Pilot-In-Command must be informed of the location AND WEIGHT of the mobility aid with an installed battery or the location of the lithium battery when removed and carried in the cabin;

18.5 Aircraft Loading




Handling agents and airport companies should use the Electric Mobility Aid tag (or similar label) shown on next page. This provides a check procedure to cover those areas vital to the preparation for carriage. The Electric Mobility Aid must be loaded in accordance with instructions from Titan Airways including the requirement for spreader boards. Once in position the aid shall be secured to approved tie down points to ensure that vertical and lateral movement is prevented.

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Figure 18-13 Loading Procedure

Loading Procedure

On receipt of an electric mobility aid check:

Mobility Aid Label attached

Immobilisation signed as complete

Check unit is immobilised (operate control/key removed/Airsafe™ plug installed etc)

Ensure spreaders are installed if required – if spreaders are not available then the item should NOT be loaded and further instruction obtained from Titan Airways.

Load onto aircraft in accordance with instructions from Titan Airways

Load away from baggage/cargo – separate hold area or ULD (to prevent damage)

Secure to hold floor with tie down equipment

Advise crew of :

o Weight/location of mobility aid o Location of batteries removed from collapsible mobility aids

ANY OCCURENCES INCLUDING INSECURE STOWAGES, DAMAGE

OR UNCOMMANDED OPERATION ARE REPORTABLE INCIDENTS

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18.5.2 Notification to Crew

Handling agents should ensure that a record is maintained of the Electric Mobility Aids that actually are presented for carriage and that the data from these is properly communicated to the flight crew for weight and balance purpose. Crew are required to be advised of the presence of Electric Mobility Aids on-board under dangerous goods regulations.

Figure 18-14 Electric Mobility Aid Tag

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NON-SPILLABLE BATTERIES – TECHNICAL SPECIFICATION

Batteries can be considered as non-spillable provided that:

At a temperature of 55°C, the electrolyte will not flow from a ruptured or cracked case.

The battery contains no free or unabsorbed liquid.

When packaged for transport, the terminals are protected from short circuit such as by the use of non-conductive caps that entirely cover the terminals.

They are capable of withstanding the vibration and pressure differential tests specified within the IATA Dangerous Goods Regulations.

NOTE:

Non-spillable type batteries which are an integral part of and necessary for the operation of mechanical or electronic equipment must be securely fastened in the battery holder on the equipment and protected in such a manner as to prevent damage and short circuits.

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EMERGENCY RESPONSE V 1.0

03JAN13


SECTION 19 - EMERGENCY RESPONSE

19 Introduction

TITAN AIRWAYS EXPECTATIONS IN ANY EMERGENCY SITUATION

Whilst no employee of any airport, airline or handling agent would like to consider the worst happening, incident and accidents can and will happen the world over and it is vital that all staff whatever their usual role in their normal working life have a knowledge of what may be required of them and their colleagues in an emergency situation.

19.1 Departure Handling Agent

In the event of any aircraft incident or accident involving a Titan Airways Aircraft, the handling agent at the station of departure shall immediately secure all flight documentation for that particular flight that they may hold. It is a legal requirement that no information is divulged to anyone but authorized emergency services personnel and Titan Airways.

Please secure the following documentation immediately and make arrangements for it to be passed to Titan Airways Operations or Crisis Management Centre securely as soon as possible.-

Passenger ticket coupons and manifest as available

Special load notification

Cargo manifest / AWBs/ shippers declaration

AV.7 mail documents

Weight and balance documentation (load plan / load sheet / trim charts)

Flights and weather reports

Passenger names and seat allocation details

19.2 Contact Details

It is inevitable that in the event of a full scale emergency most of Titan Airways telephone lines will become so frantic that you may be unable to contact to our staff on our usual numbers. If this is the case please try any of the following forms of communication. Please remember these must not under any circumstances be given to the general public

SITA: - STNTACR

EMAIL:- [email protected], [email protected]

BAA line: STN - 3249

MOBILE:- 07881 922140



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OPS DIRECT LINE :- 01279 680357 / Pre ops direct lines 01279 669737 / 01279 669613

19.3 Support Functions

Another role of the handling agent in any emergency situation, is to provide support staff and assistance in the following areas:

19.3.1 Airport Friends and relatives reception Centre (FRRC).

The Friends and Relatives reception centre is a large area where friends and relatives are gathered to have their details collated and passed on to the Survivors reception centre. Once the data has been reconciled, friends and relatives will either be reunited with their loved ones at the airport / hotel or be taken to local hospitals etc as required. This facility is usually set up by the airport Authorities and preferably airside to protect them from media and other outside intrusion, but if the accident is at a remote site, it may have to be established in a nearby hotel and suitable security arranged as well. Members of Titan Airways Special Assistance Team will be dispatched there

Items that may be required in the FRRC by your staff

Pens / Paper / Telephones / Refreshments

Seating / Toilet and wash facilities

19.3.2 Airport Survivors Reception Centre (SRC)

The Survivors reception centre is another large area where survivors and the walking wounded will be taken for processing. Usually set up by the Airport Authorities, but may be established in a hotel if the accident site is off airport. The aircraft crew may be taken here briefly.

Items that may be required in the SRC and your supported by your staff.

Pens / Paper / Telephones

Refreshments / Seating / Toilet and wash facilities

Local hotel details / taxi details

19.3.3 Providing support

Every staff member engaged in dealing with anyone involved in any kind of emergency should be aware of the importance of:-

Always listening patiently and with empathy

Perceiving actual needs of the affected person

Enduring together periods of uncertainty

Encouraging people to voice their own personal needs

Gathering and communicating information in a clear and concise way.

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Never to be overwhelmingly attentive or intrusive

The handling agent is to provide a sole contact name and number to Titan Airways Crisis Management centre so as they are able to liaise effectively and can stay abreast of the current situation at all times.

19.4 Media attention

The handling agent is expressly forbidden to give any type of information on the emergency situation to the Media or any other outside organizations unless authorized to do so by a Titan Airways Director.

Staff are also advised not to:-

Hide or run away from the media

Speculate about the accident and the circumstances

Give any statement

Give any ‘off the record information’

Describe the wreckage or accident site

Inform anyone except authorised emergency services about the identities of the passengers or staff involved.

A standard reply to any media questions would be

‘I am not authorized to give any information. Please contact ……..’

In the event of any emergency we will give you all the contact number of the persons currently in our Crisis Management team who will be in charge.

NOTE

A handling agent is bound by the rules laid out in IATA Standard Ground Handling Agreement 2008.

Please ensure you and all your staff are aware of their potential roles and possible responsibilities in any emergency situation, and such procedures are exercised on and ongoing basis.

IATA Standard Ground Handling Agreement 2008

Main Agreement Article 1 Provision of Services 1.6 Emergency Assistance

It is the responsibility of the Handling Company to participate in local emergency response plan(s) in order to provide support to the Carrier in event of an emergency including but not limited to, forced landings, accidents or acts of violence. Carrier will contact the Handling Company to establish the carrier’s needs in an emergency and provide the Handling Company its current emergency procedures. In the absence of Carrier instructions , in part or whole, the Handling Company shall follow its own emergency response plan(s)

In case of an emergency, the Handling Company shall without delay activate its local emergency plan(s) which includes the immediate notification to the Carrier

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and establish open-line communications with the Carrier. The Handling Company shall take all reasonable measures to assist passengers, crew and family members and to safeguard and protect baggage, cargo and mail carried in the aircraft from loss or damage in co-operation with the relevant local authorities. All documentation and information pertaining to the emergency is the property of the Carrier and shall be held confidential by the Handling Company, unless such documentation and information is specifically required by applicable law or by governmental or local authorities regulations. The Carrier shall reimburse the Handling Company for expenses and disbursements incurred in rendering such assistance

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CONTINGENCY PLANNING V 1.0

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SECTION 20 - CONTINGENCY PLANNING

20

20.1 Disruption Procedures

In the event of weather or technical delays, Titan Airways operations should be contacted for instructions as to their requirements for passenger amenities and comfort.

Meal vouchers are not to be used until authorisation is received in writing from Titan Airways operations. Similarly, in overnight delay situations, hotac should not be arranged without consultation with Titan Operations.

For operations involving EU countries the requirements of EC Regulation 261/2004 will apply. Signage or information should be available at check-in points to advise passengers of their rights under this regulation. Agents should assist Titan Airways in meeting its obligations under these regulations as set out below.

20.2 Denied Boarding

Applicability

The following rules shall apply:

In respect of flights departing from an airport in the EU, and flights operated by a Community air carrier departing from an airport in a third country to an airport in the EU (unless you received benefits or compensation and were given assistance in that third country);

On condition that a passengers has a confirmed reservation on the flight concerned and presents themselves for check-in as stipulated and at the time indicated in advance and in writing or electronically, or, if no time is indicated, no later than 45 minutes before the published departure time;

Only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;

Where Titan Airways are the operating carrier of the flight.

The denied boarding has not been a result of extraordinary circumstances

Rules for Compensation & Assistance

Denied boarding is a refusal by an airline to carry a passenger on a flight, even though the passenger has presented him or herself for boarding under the conditions mentioned above under the heading 'Applicability', except when there are reasonable grounds to deny boarding, such as reasons of health, safety, security or inadequate travel documentation.

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Before we deny boarding for a flight we should call for volunteers to surrender their reservations, in return for benefits under conditions to be agreed, and also assistance as described in paragraph I as appropriate.

If an insufficient number of volunteers come forward, and we deny boarding to you against the passengers will, we will immediately compensate:

EUR 250 for all flights of 1500 kilometres or less;

EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres;

EUR 600 for all flights not falling under (a) or (b) of this paragraph.

When passengers are offered re-routing to your final destination on an alternative flight as described at paragraph I. (b) or (c), and the arrival time of the re-routed flight does not exceed the scheduled arrival time of the flight originally booked:

By two hours, in respect of all flights of 1500 kilometres or less; or

By three hours, in respect of all intra-Community flights of more than 1500 kilometres and for all other flights between 1500 and 3500 kilometres; or

By four hours, in respect of all flights not falling under (a) or (b) of this paragraph, we may reduce the compensation described above by 50%.

In determining the distance, the basis shall be the last destination at which the denial of boarding will delay arrival after the scheduled time. The distances shall be measured by the great circle route method.

In addition, we will offer passengers the following:

A choice between:

Reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank cheques or, with your signed agreement, travel vouchers and/or other services) of the full cost of the ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or

Re-routing, under comparable transport conditions, to your final destination, at the earliest opportunity; or

Re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

And we will offer, free of charge:

a) Meals and refreshments in a reasonable relation to the waiting time;

b) Hotel accommodation in cases:

Where a stay of one or more nights becomes necessary, or

Where a stay additional to that intended by you becomes necessary;

c) Transport between the airport and place of accommodation (hotel or other); and

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d) Two telephone calls, telex or fax messages or e-mails.

20.3 Delay Notice

The following rules shall apply:

In respect of flights departing from an airport in the EU and flights operated by a Community air carrier departing from an airport in a third country to an airport in the EU (unless you received benefits or compensation and were given assistance in that third country);

On condition that the passenger has a confirmed reservation on the flight concerned and present themselves for check-in as stipulated and at the time indicated in advance and in writing or electronically, or, if no time is indicated, no later than 45 minutes before the published departure time;

Only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;

Where Titan Airways is the operating carrier of the flight.

The delay has not been a result of extraordinary circumstances.

Rules for Assistance

When we reasonably expect a flight to be delayed beyond its scheduled time of departure:

For two hours or more in the case of flights of 1500 kilometres or less; or

For three hours or more in the case or all intra-Community flights of more than 1500 kilometres and of all other flights between 1500 and 3500 kilometres; or

For four hours or more in the case of all flights not falling under (a) or (b).

We will offer free of charge:

Meals and refreshments in a reasonable relation to the waiting time; and

Two telephone calls, telex or fax messages, or e-mails. When the time of departure reasonably expected is at least the day after the time of departure previously announced, in addition to the assistance described above, we will offer:

Hotel accommodation in cases: where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary; and

Transport between the airport and place of accommodation (hotel or other).

When the delay is at least five hours and you decide not to travel on the delayed flight, in addition to the meals and communications assistance described above, we will offer you: reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank cheques or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to

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your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

We will offer you the assistance described above within the time limits set out in paragraphs (a)-(c) with respect to each distance bracket.

The assistance described above will apply without prejudice to any rights you may have under applicable law (including EU Directive 90/314 on package travel) to further compensation, although any such assistance granted may be deducted from any such further compensation.

20.4 Lost Baggage

All AHM/OHD/DMG baggage must be notified to STNTACR and PIR completed. Trace signals are to be sent to relevant addresses. Titan Airways are not members of World Tracer or Bag Trax and handling agents should access these systems directly in baggage traces.

Titan Airways will be given details of the PIR and will assume responsibility after 72 hours.

Pax should be advised to contact the following company who process all claims on behalf of Titan Airways:

G.A.B. Robins Aviation Ltd., Global House Manor Court, Manor Royal Crawley, West Sussex RH10 9PY

Telephone: 0870 950 6920

Fax: 01293 464101

20.5 Contingency Guidance

In the event of incidents affecting the operation the agent should provide assistance to both passenger and Titan Airways in resolving the situation. The issues below are provided for guidance and no two incidents will be alike.

Aircraft Evacuation

Advise Titan Airways operations without delay.

Liaise with airport authority for set up of a reception centre to account for all passengers

Follow guidance detailed in section ‘Emergency Procedures’ of this manual

Illness on-board

Notify health authorities as required by situation / national regulation

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Liaise with crew in advance of arrival for the arrangement of medical service on stand

Provide support for any special requirements from health authorities

Civil Unrest

Agents should seek a safe place for passengers / crew and own personnel

Communicate situation to Titan Airways operations

Terminal Evacuation

Contact Titan Airways operations to liaise on plans for reinstatement of operation (generally this will be acceptance of the required delay)

When possible, use PA announcements to regroup the passengers at the boarding area

Liaise with Titan / Charter rep regarding any missing passengers

Baggage belonging to missing passengers shall be removed prior to departure.

Fuel Spill

If the presence of fuel vapour is detected inside the aeroplane, any fuel spill occurs or any other hazard arises refuelling/de-fuelling must be stopped immediately; Ground agents should be aware of any hazards and advise crew and refueller immediately;

In the event of a fuel spill the Airport Fire Services should be summoned immediately (unless already present). Crew should be notified without delay and agents should assist in any subsequent instructions given by the Crew.

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Intentionally Blank

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QUALITY V 1.0

03JAN13


SECTION 21 - QUALITY

21 Introduction

Titan Airways maintains oversight of handling and cargo operations through both inspections and audit. Full information on the Quality Audit programs is located in the Safety and Quality Manual and inspections are detailed in the Operations Control Manual.

21.1 Inspection

Inspection of handling agent, cargo agent, fuel and other ancillary services may be undertaken by Titan Airways staff at any point in time. This may involve ground staff monitoring, check-in, cargo acceptance, and/or ramp operations but may also be by way of Flight Deck Crew monitoring services provided.

Any findings from such inspections will be reported back in writing to the agent without delay and timescales agreed for rectification.

21.2 Quality Audit

All agents and their activity may be subject to audit under the Titan Airways quality system. Any such audit will be arranged in advance and the audit scope made available to the agent.

Audit scope is based on the Titan Airways audit checklist and AHM612 and will be defined by the auditor or audit team. The following key areas will be covered:

Staff Training

Equipment maintenance (servicing and calibration)

Operations Manual / Local Procedures

Library

Any non-conformity will be discussed at the time of finding and will also be raised at a closing meeting.

Rectification action will be required to be notified to the Titan Airways quality department within an agreed timescale.

Non-conformities should be subject to the following actions

a) Root cause analysis

The general principals of root cause analysis are:

Aiming performance improvement measures at root causes is more effective than merely treating the symptoms of the problem.

To be effective, root cause analysis must be systematically performed, with conclusions and causes supported by documentary evidence.

There is often more than one root cause for any single non-compliance.

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To be effective, the analysis needs to identify as many casual relationships between the root cause and the identified non-compliance.

b) Planned corrective action

c) Implementation plan for corrective action

Evaluation of the implementation and effectiveness of corrective action may require follow up audit or inspection by Titan Airways.

Where significant issues are raised as a result of audit or inspection then these will be managed by the Operations Director and referred to either a Safety Action Group or the Quality Safety Review Board for management level review.

Findings and corrective action periods will normally be as shown in Table 21-14

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Table 21-14 Findings and Corrective Action Periods

Level Description Effect Action

Level 1

An extremely serious audit finding, the effect of which could reasonably be expected to cause the Effects listed in the adjacent column.

Death or Serious

Injury; or

Serious Injury; or

Serious Financial

Loss; or

Serious damage to

reputation.

Immediate cessation of affected activity; and/or

Corrective action plan before resuming activity

Level 2

Non-compliance with Procedural Requirements which could lower the safety or operating standard and possibly hazard flight safety. An audit finding, the effects of which could reasonably be expected to cause the effects listed in the adjacent column.

Personal Inury; or

Damage to property;

or

Unnecessary cost or

significant

inefficiencies; or

significant deviation

from statutory,

regulatory,

procedural or other

applicable higher level

standard; or

Significant

deterioration in

employees’ working

environment.

Investigation required and corrective action implemented within 90 days.

Level 3

Observation, which in the opinion of the auditor and based on the sample audited is not considered serious but could have the effect listed in the adjacent column.

Can – if not

addressed – have the

potential to become

a Level 2 finding.

Comments required from organisation under audit prior to closure.

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Appendix A – Boeing 737-300

Table 21-15 Basic Data

Manufacturer Boeing Company

P.O.Box 3707,Seattle

Washington 98124, USA

Fleet Aircraft G-ZAPW / B737-300QC

G-ZAPZ / B737-300QC

G-POWC / B737-300QC

G-ZAPV / B737-300 Freighter

Passenger capacity

Various (See LOPA)

Crew Complement

Normal 2 + 3

Engines CFM56 (Various)

Range 2500nm

Speed 430kts

MTOW 63,276kg (QC)

56,472kg (Freighter)

Policies

The following policies are applicable to the operation of the Titan Airways Boeing 737-300 aircraft.

Table 21-16 Policies – B737-300

AVI Animals may be carried with prior notification in FWD hold 1 only

DRY Max DRY is 25kg per hold (FWD/AFT)

HUM May be carried with prior notification. Human remains shall be carried in a coffin with a hermetically sealed inner contain of lead, zinc or bronze. In case of cremated remains, the casket must be packed in a sealed outer box or case

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Figure 21-15 Aircraft Layout/Dimensions

Dimensions

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Figure 21-16 Hold/Compartment Configuration

Hold Compartments

Max Load : 2203kg

Hold 1

Hold 2

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Max Load : 3469kg

Hold Door Sizes

Hold 3

Hold 4

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Max Package Size tables FWD Hold

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GSE Charts

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Load Planning Hold Loading Guidance

Captain retains ultimate authority on load distribution. The following is a guide only

Forward Hold Aft Hold

1/3 by weight 2/3 by weight

Loadsheet

Captain will complete manual loadsheet at all times. AHM560 material is not supplied by Titan Airways for DCS systems.

Standard Seating Plan

The following standard seating plan may be used:

Standard Seating Plan 3 High Masses 45,000 kgs - 61,234 kgs

Baggage mass in FWD never exceeds Baggage mass in REAR

Baggage mass in REAR never more than 1200 kgs more than Baggage mass in FWD

Passengers in A never more than in C

Passengers in C are between 6 and 16 more than in A

Standard Seating Plan 2 Mid Masses 42,000 kgs - 53,000 kgs

Baggage mass in FWD never exceeds Baggage mass in REAR


Passengers in A never more than 4 more than in C

Passengers in C never more than 12 more than in A

Standard Seating Plan 1 Low Masses 34,000 kgs -

SSP

3

High

3

High

SSP

2

Mid

SSP

1

Low

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50,000 kgs

Baggage mass in FWD never more than 500 kgs more than Baggage mass in REAR


Passengers in A never more than 6 more than in C

Passengers in C never more than 6 more than in A

61,234

53,000 kgs

50,000 kgs

45,000

42,000

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Ground Manoeuvring

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Ground De-icing

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Appendix B – Boeing 757-200

Basic Data




Fleet Aircraft G-ZAPX MSN29309

GPOWH MSN29308

Passenger capacity Various (See LOPA)

Crew Complement Normal 2 + 5

Engines Rolls Royce RB211-535E4

Range 4000nm

Speed M0.80 TAS 440kts

MTOW G-ZAPX 113,398kg

G-POWH 115,666kg

Policies

The following policies are applicable to the operation of the Titan Airways Boeing 757-200 aircraft:

AVI Animals may be carried with prior notification in either FWD or AFT hold. Preference is for use of Hold 1



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Dimensions

Hold Compartments

Forward Hold

Capacity 699 Cu Ft

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Max Weight 4672kg

Aft Hold

Capacity 1095 Cu Ft

Max Weight 7393 kg

NOTE: Grey ‘sections’ are purely for demonstration of the balance arm positions and are not physical items within the holds

Hold 1

Hold 2

Hold 3

Hold 4

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Hold Door Sizes

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Max Package Size tables AFT HOLD

GSE Location / Servicing Diagrams

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Load Planning

Hold Loading Guideline

Captain retains ultimate authority on load distribution. The following is a guide only

Forward Hold Aft Hold

1/3 by weight 2/3 by weight

Loadsheet


Standard Seating Plan (SSP)

The SSP can be used anytime the SSP trim conditions are met. It allows the cabin and flight crew to coordinate the seating / loading to ensure correct trim without having to complete a trim sheet.

During passenger boarding the No1 Cabin attendant will observe and inform the Captain of the number of passengers in bays A and C, thus ensuring the SSP conditions have been met.

When completing an SSP the following distribution of passengers and baggage will result in an aircraft being within a greatly restricted C of G envelope.

Passenger Distribution

Bay A Bay B Bay C

Note 3 No restriction Note 3

SSP1 (up to 3000 kg baggage)

Baggage Distribution

Hold 3 Hold 4

Fill Overflow

SSP2

Baggage Distribution

FWD Holds AFT Holds

Less than Aft More than FWD

Notes:

1. This SSP can only be employed for Actual take-Off Masses below 102,000 kg. 2. The preference is for SSP1. 3. Total number of passengers seated in bays A and C should not differ by more than

15. 4. Up to 500kg of catering/crew bags are permitted in Hold A for both SSP’s.

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Loading System

Telair Loading System (All aircraft)

In order to assist loading and unloading a ‘sliding carpet’ system is installed and controlled using the control box mounted in the hold ceiling adjacent to the door. The control box is illustrated below:

LOADING INSTRUCTIONS

1. When starting to load, the moveable bulkhead should be positioned as close to the door as possible.

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2. Cargo or luggage is stacked on the carpet in front of the moveable bulkhead. Baggage with sharp edges should be placed in the flat area of the carpet.

Note: Do not throw bags nor cargo at any time. CAUTION: DO NOT PRESS CARGO AGAINST THE CEILING/ SIDEWALL LINING DURING LOADING. IT MAY GET JAMMED, CAUSING DAMAGE TO THE AIRCRAFT OR THE LOADING SYSTEM.

3. When the first stack is loaded, the carpet is moved in the LOAD direction to

provide space for another stack to be loaded. This process is continued until loading is complete.

4. When the final stack of cargo/luggage has been loaded, the system is

moved to the end position furthest away from the door.

Note: Flashing amber lights in the control box indicate that the current control system (adaptive fuse) has engaged and the system needs to be reset. Refer to crew

UNLOADING INSTRUCTIONS

CAUTION: MAKE SURE THAT DOOR BARRIER NETS ARE REMOVED BEFORE UNLOADING ANY LUGGAGE, OTHERWISE SEVERE DAMAGE MAY OCCUR TO THE MOVEABLE BULKHEAD.

1. Start unloading the first stack of baggage.

2. Run the system in the UNLOAD direction to reach the next layer of

cargo/luggage. This process is continued until unloading is complete.

Note: Do not push any luggage beyond the end of the system.

Note: Flashing amber lights in the control box indicate that the current control system (adaptive fuse) has engaged and the system needs to be reset. Refer to crew

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Ground Manoeuvring

The diagrams below show the effects of jet blast and exhaust hazards at idle power and breakaway power.

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Ground Manoeuvring (continued)

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Ground

De-icing

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Appendix C – Boeing 767-300ER Basic Data




Fleet Aircraft G-POWD MSN30847

Passenger capacity 265Y


Engines General Electric CO CF6-80C2B7F

Range 5990nm

Speed M0.80 TAS 440kts

MTOW 186,880kg

Policies

The following policies are applicable to the operation of the Titan Airways Boeing 767-300ER aircraft:

AVI Animals may be carried with prior notification in the bulk hold (5).



PASSENGER LOADING Titan Airways B767 aircraft does not have an L2 door. All passenger boarding is through L1 and allowances must be made for aircraft positioning on stand to allow jetbridge use.

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Dimensions

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Hold Compartments

Max Load : 20411kg (cumulative loading restrictions apply)

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Max Load : 17574kg (cumulative loading restrictions apply)

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Hold Door Sizes FWD Hold

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Hold Door Sizes AFT Hold

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ULD Capability / Arrangement

The Boeing 767 fleet is designed to carry Unit Load Devices (ULD) and Pallets. This section gives staff information on the differing Unit Load Devices and Pallets the Boeing 767 can carry.

Types of ULD

Titan Airways hold stock of the following Unit Load Devices for the Boeing 767 type:-

LD-2 IATA Code: DPE / DPN

Tare Weight: 80kgs*

Number of required positions: 1

Approx bag capacity: 40 bags

LD-3 IATA Code: AKE / AKN

Tare Weight: 78kgs (AKE – Lightweight)*

135kgs (AKN – Heavyweight)*



LD-8 IATA Code: DQF

Tare Weight: 130kgs*



LD-7 IATA Code: PDP / PAG

Tare Weight: 150kgs*


Approx bag capacity: Normally used for freight only.

Notes: Must be loaded in forward hold only. Due to the size of the pallets specialist equipment will be required and it should be checked to ensure the stations are capable of providing handling.

*Assumed tare weights are listed in Ops Manual Part B, section 7.

Note the tare weights are an average assumed weight and actual weights of ULD’s vary. The approx bag capacity is based on an assumed average and will vary by size and shape actual baggage.

Additionally other types of ULD’s and Pallets can be used, but Titan does not hold a stock of these. If

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we are flying for another airline, they will possibly wish to load their own ULD’s or Pallets.

Other compatible ULD’s are:-

All Holds LD-1 / LD-2 / LD-3 / LD-4 / LD-8

Forward Hold Only P1 / LD-7 / LD-9 / LD-5 / LD-10 / LD-11 / Half Pallet / P6

Boeing 767 Holds and ULD’s

The 767 has five holds under belly holds. Holds 1 and 2 will often be known as the forward holds and 3 and 4 the rear holds.

The following chart shows the various positions:-

Door

5

43

L

42

L

41

L

34

L

33

L

32

L

31

L

24

L

23

L

22

L

22

L

14

L

13

L

12

L

11

L

Fro

nt

43

R

42

R

41

R

34

R

33

R

32

R

31

R

24

R

23

R

22

R

21

R

14

R

13

R

12

R

11

R

Door

Door

The first number of the position refers to the hold and the second number and the letter are the sub position. For example 42L means the second left position within hold 4.

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Holds 1 and 2 are accessible via the forward door, holds 3 and 4 are accessible via the rear door. Only holds 1, 2, 3 and 4 are equipped to carry ULD’s, and only holds 1 and 2 can carry Pallets. Hold 5 is a bulk hold and should be loose loaded. The door to hold 5 is on the left hand side of the aircraft; whereas the other doors are on the right.

Holds 1-3 have 8 positions each and hold four has 6 positions. In total there are 30 positions and a bulk hold on the 767. The above information on ULD types details how many positions are required for each ULD type. Our pallets take up 4 positions each and must be loaded in the forward holds.

LD2 are half the full hold width and two can go side by side in the 767 belly. LD3’s are three quarter width, but occupy 2 positions and LD8’s are full width and occupy two positions.

When operating with TITAN ULD’s, agents MUST offload and returned to the aircraft prior to departure unless the aircraft is on a long term contract and Pre-Ops have directed this. The agent must pay close attention to ensure no ULD’s are left behind or misplaced.

Hold 5 is accessible from the left hand side of the aircraft and is a bulk hold only.

Load Planning Hold Loading Instructions

Captain retains ultimate authority on load distribution.

Even distribution between the FWD and AFT holds is the preferred loading for high cargo/baggage loads. For lower loads where only passenger baggage is being carried it is likely that only the AFT holds will be used.

Step loading and unloading: unless the ULDs are empty always off load the rear hold first then the FWD hold. When loading, the FWD hold must be loaded first then the rear hold.

Before loading the lower hold check the locks are in the correct positions for the ULDs or pallets being loaded.

If loading containers LD2s or LD3s check they are round the right way before loading.

Once the ULD is in position and locked in turn of that position’s drive motor.

When the loading is complete check all locks are up and the bin centre control locks are set on the control panel.

Raise the entrance locks, manually in the rear hold and by switch in the FWD hold.

When loading or off loading pallets in the FWD hold the pallet loading switch must be activated to raise and lock the entrance locks.

Check the lateral and horizontal bar is up and in place.

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When working in the lower hold watch your footing and stay on the walk way at all times, parts of the floor are open; this is a potential risk for trips and falls.

Once the loading or off loading is complete check all locks are in position and any bins or pallets are locked in place.

Make sure the entrance locks are up and locked in place in

Turn the inboard controls power off and shut the door.

Once the Hilo is clear shut the hold doors making sure they are fully shut and flush with the fuselage, the vent doors are shut and the white light (door lock indicator) has come on.

Loadsheet


Standard Seating Plan

All passenger bags/cargo (spares kit in the position 43L) is to be loaded in the aft hold with the heaviest furthest aft.

There must not be a difference of more than 30 passengers between Bays A and C.

Crew baggage in hold 5 has been accounted for.

GSE Charts

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Ground Manoeuvring

The diagrams below show the effects of jet blast and exhaust hazards at idle power and breakaway power.

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Ground Manoeuvring

(continued)

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Ground De-icing

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Appendix D – Bae146-200 / RJ100 Basic Data

Manufacturer British Aerospace

Fleet Aircraft G-ZAPK

G-ZAPN

G-POWF (RJ100)

Passenger capacity Various (See LOPA)


Engines 4 x Lycoming ALF504-R5

4 x Lycoming LF507-1F (RJ100)

Range 1400nm

Speed 420kt

MTOW 42,184kg

44,999 kg (RJ100)

Policies

The following policies are applicable to the operation of the Titan Airways Boeing 146/RJ aircraft:

AVI Animals may be carried with prior notification in AFT hold only (partially heated)



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Dimensions

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RJ100

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Hold Compartments

Forward Hold Max : 1520kg (146) / 1920kg (RJ100)

Cubic Capacity :

Aft Hold Max : 1506kg (146) / 1829kg (RJ100)

Cubic Capacity :

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Hold Door Sizes

Door Width Vertical Height

In m In M

Front Door 53 1.346 30 0.762

Rear Door 36 0.914 27* 0.686*

*mean


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GSE Charts

Passenger Operation

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Cargo Operation

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Servicing Points

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Load Planning Hold Loading Guidance

Due to the presence of the Freight door at the rear of this aircraft preference is to load the forward hold to max prior to utilisation of the read hold

Standard Seating plan

Passengers seated in bay C must never be more than those seated in A.

Baggage loaded aft must never be more than that loaded fwd. (The preference is to load the forward hold to capacity before using the aft hold).

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Ground Manoeuvring

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Ground

De-icing

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Appendix E – Despatch from Stansted

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Appendix F – Royal Mail Turnaround Plan – BAe 146-200

21.3 Introduction

This document contains details of Titan Airways requirements and expectations of handling agents when providing turnarounds on the BAe146-200QC/QT aircraft whilst operating flights on behalf of the Royal Mail. These instructions are designed to ensure a safe and efficient turn round for all staff (Titan and 3rd party). Individual handling company procedures may be more restrictive and in this case such procedures should take precedence.

21.4 Taxi

Aircraft should where possible be parked on a self manoeuvring stand. Marshallers where available may be used to assist in guiding the aircraft into position.

21.5 Shutdown

All ground crew and equipment must be available in good time prior to the aircraft arriving on stand.

One ground crew member may approach the aircraft from the front ONLY to chock nose-wheel once the aircraft has come to a standstill. All other ground crew MUST remain completely clear of the aircraft until such time as the anti-collision beacon has been turned off. Caution must always be exercised when approaching the aircraft. Vehicles must be driven at low speed and a banksman MUST be used when reversing towards the aircraft,

Where the agent has been notified of an unserviceable APU then this may also be connected at this time provided the approach is ONLY from in front of the aircraft.

21.6 Chocks/Cones

Chocks should be placed under the nose or main wheels where available.

Where cones are available they should be place at the wingtips

21.7 Tail Strut/Sill Protector

Two ground staff members should collect the tail stand and sill protectors. These must be fitted to the aircraft prior to any unloading/loading operation.

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21.7.1 Tail Strut

A tail strut is available and is stowed in the aft underfloor hold (Hold 4). This is to be in position during entire un-loading and loading process.

Arrival Procedure (Place in position prior to any unloading)

Remove strut from housing in rear hold.

Place strut under jacking adapter

Ensure release valve in secure by turning clockwise

Use manual pump to raise ‘A’ (see Figure 21-17) into jacking adapter

Secure unit by installing shear pin

Figure 21-17 Tail Strut

NOTE:

If securing pin not re-attached after stowing sill protectors and tail strut, warning light in cockpit will not extinguish.

21.7.2 Sill Protectors

Sill protectors are available and are stowed in the aft underfloor hold (Hold 4). These are to be used for all turnarounds. Protectors must be carried (not dragged) and be fitted immediately after door opening. Once all ULD’s are loaded protectors shall be removed prior to door closure and re-stowed in the hold. Dispatcher shall confirm to Captain that both sill protectors and tail strut stowed prior to door closure.

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Figure 21-18 Sill Protector(s)

21.8 Forward Steps

Passengers steps suitable for a 1.95m sill height should be placed at the forward passenger door on arrival.

21.9 GPU

Aircraft will normally use APU during turnround. In the event of u/s APU the following spec GPU will be required.

115V AC 3 phase 400Hz 90Kva OR IN EMERGENCY 28V DC / 2000A

21.10 Operation of Freight Door

The freight door is controlled from the forward entry door vestibule. The flight deck crew will operate the freight door at all times.

21.11 HiLo Positioning

Once the freight door is opened and the sill protectors are in position, the Hi Loader should be carefully positioned at the aircraft side.

21.12 Dolly Alignment

An additional dolly should be placed between the HiLo and the dollies used for transport. This will keep all vehicles clear of the wing area and expedite the loading/unloading process.

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Figure 21-19 HiLo Positioning and Dolly Alignment

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21.13 Bear Clamp Release

To Release, press release button in centre to un-secure.

Figure 21-20 Bear Clamp (Locked and Unlocked)

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Figure 21-21 Fixed Lock (Stop)

21.14 Securing of Straps

Securing straps on ALL ULDs MUST be secured to the floor tracking prior to being loaded onto the aircraft.

FAILURE TO COMPLETE THIS ACTION CAN RESULT IN SUBSTANTIAL STRUCTURAL DAMAGE TO THE AIRCRAFT

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Figure 21-22 Ensure All Straps are Secured

21.15 On Load

Order of loading ULDs must be agreed with the Captain.

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For the QC aircraft, the following can be used as a guide.

Figure 21-23 On Load

21.15.2 Manoeuvring of ULDs (Loading)

ULD should be loaded one at a time. Since the aircraft has a roller floor the ULD should move easily within the cabin area. If additional effort is required to move a particular ULD then the loading process should be STOPPED. Check for any obstructions at both floor and locker levels before proceeding. Check appropriate bear clamps and all guide rails are in the UP position.

Each ULD must be secured in place by use of the floor mounted ‘bear’ clamps. It is essential that before the next ULD is moved forward, the first unit is secured.

21.15.2.1. To Secure

Pull up in rear of clamp.

When loading the last ULD there may be some difficulty in manoeuvring this onto the aircraft. This process may be made easier by raising the ULD platform level slightly above the sill height of the aircraft.

21.16 Removal of Tail Strut/Sill Protectors

One the last ULD has been loaded and secured in position all ground crew should exit the aircraft and the HiLo should be removed.

21.16.1 Departure Procedure (Remove after ULD position E has been loaded)

Remove shear pin

Turn release valve anti-clockwise

Gently allow ‘A’ to retract to enable unit to be pulled clear of jacking adapter

Replace shear pin

Allow A to fully retract (allow 30-60 secs)

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Re-stow in aft hold. Sill protectors to be carried NOT dragged

This should be secured in its correct stowage in the rear hold.

One ground crew member should remove the sill protector once the HiLo has been removed. This should be secured in its correct stowage in the rear hold.

Dispatcher shall confirm to Captain that both sill protectors and tail strut stowed prior to door closure.

21.17 Steps

On instructions from the crew member operating the freight door, the steps should be removed. A ground crew member must be on hand ready to carry out this task once the loading has been completed.

21.18 Chocks/Cones

Remove.

21.19 Start Crew

Start crew should be in position no later than STD-5 (STD minus 5 minutes).

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Appendix G – Royal Mail Turnaround Plan – B737-F/QC

21.20 Introduction

This document contains details of Titan Airways requirements and expectations of handling agents when providing turnarounds on the Boeing 737 Freighter aircraft whilst operating flights on behalf of the Royal Mail. These instructions are designed to ensure a safe and efficient turnround for all staff (Titan and 3rd party). Individual handling company procedures may be more restrictive and in this case such procedures should take precedence.

21.21 Taxi

Aircraft should where possible be parked on a self manoeuvring stand. Marshallers where available may be used to assist in guiding the aircraft into position.

21.22 Shutdown

All ground crew and equipment must be available in good time prior to the aircraft arriving on stand.

One ground crew member may approach the aircraft from the front ONLY to chock nose-wheel once the aircraft has come to a standstill. All other ground crew MUST remain completely clear of the aircraft until such time as the anti-collision beacon has been turned off. Caution must always be exercised when approaching the aircraft. Vehicles must be driven at low speed and a banksman MUST be used when reversing towards the aircraft,

Where the agent has been notified of an unserviceable APU then a GPU should also be connected at this time provided the approach is ONLY from in front of the aircraft. At airports where use of APU is not permitted then the FEGP should be connected for the turnround.

21.23 Chocks/Cones

Chocks should be placed under the nose or main wheels where available.

Where cones are available they should be place at the wingtips

21.24 Sill Protector

Ground staff members should collect the sill protectors from the hold and install. These must be carried from the hold (NOT dragged) and be fitted to the aircraft prior to any unloading/loading operation.

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21.24.1 Sill Protectors

Sill protectors are available and are stowed

GZAPV Forward hold stowage

GZAPW Forward hold stowage

GZAPZ Forward hold stowage

GPOWC Forward hold stowage

These are to be used for all turnarounds. Protectors should be fitted after door opening and prior to the Hi-Loader ‘contacting’ the aircraft. Once all ULD’s are loaded protectors shall be removed prior to door closure and re-stowed. Dispatcher shall confirm to Captain that both sill protectors stowed prior to door closure.

21.25 Forward Steps

Passengers steps should be placed at the forward passenger door on arrival or at the forward passenger door. Crew require these to access a release panel prior to opening the cargo door.

21.26 GPU

Aircraft will normally use APU during turnround. In the event of airport not permitting APU use or a u/s APU the following spec GPU will be required.

DC / 175 amp AC 115/200V / 60 kVA

In the event of an unserviceable APU aircraft type requires an airstart.

21.27 Operation of Freight Door

The freight door is controlled from the forward entry door vestibule. The flight deck crew will operate the freight door at all times.

21.28 HiLo Positioning

Once the freight door is opened and the sill protectors are put in position, the Hi Loader should be carefully positioned at the aircraft side.

21.29 Unloading

A ‘step’ procedure should be used for unloading the cargo.

Unload the rear hold first, then ULDs, then forward hold

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When unloading cargo, it is important to shuffle the load to the front of the aircraft in a sequential manner in order to prevent the aircraft from tipping onto its tail. This is completed in the following steps

Unload Load A – move load B to bay A, move load C to bay B

Unload Load B – move load C to bay A, move load D to bay B

Unload Load C – move load D to bay A, move load E to bay B

Unload Load D – move load E to bay A, move load F to bay B

Unload Load E – move load F to bay A, move load G to bay B

Unload Load F – move load G to bay A, move load H to bay B

Unload Load G – move load H to bay A

Unload Load H

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21.30 Bear Clamp Release

To Release, press clamp to un-secure.

Figure 21-24 Bear Clamp (Locked)

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Figure 21-25 Bear Clamp (Unlocked)

21.31 Securing of Straps

Securing straps on ALL ULDs MUST be secured to the floor tracking prior to being loaded onto the aircraft.

FAILURE TO COMPLETE THIS ACTION CAN RESULT IN SUBSTANTIAL STRUCTURAL DAMAGE TO THE AIRCRAFT

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Figure 21-26 Ensure All Straps are Secured

21.32 On Load

Order of loading ULDs must be agreed with the Captain.

The diagram in Figure 21-27 may be used as a guide only.

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Figure 21-27 On Load

The B737 cargo aircraft is nose heavy due to the mass of the door added to the front of the aircraft and the strengthening that is added to the forward structure. As a result of this, we have to carry 400 kgs of ballast in the rear lower baggage hold, H4, of the QC aircraft and 600 kgs in the fixed bin in bay J of the pure freight aircraft, ZAPV.

When loading the Mail bins, in order to ensure correct “Centre of Gravity” (C of G) of the aircraft, we load the heavier bins at the rear, (loaded first), and the lighter ones to the front, (loaded last).

Bay A forward balances bay H rearward. These bays have the most influence on C of G

Bay B forward balances bay G rearward.

Bay C forward balances bay F rearward.

Bay D forward balances bay E rearward. These bays have the least influence on C of G

Mail bags are quite bulky and full bins usually weigh a maximum load of about 1800 kgs. Most bins weigh on average between 400kgs and 1300 kgs.

The lower baggage holds can be loaded as well if the Royal Mail demands it. Again, start loading in H3 and H4, followed by H2 and H1.

It could happen that four bins are quite heavy and the other four are empty or nearly empty. In this case if all the heavy ones are at the rear of the plane and the light ones at the front, we could get the C of G too far aft, especially if the lower holds H3 and H4 are loaded as well. This is unlikely to happen but worth bearing in mind.

Note: Unfortunately an empty or lightly loaded bin loaded last in position A by the cargo door is sometimes difficult to lock down because the floor of the bins is

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sometimes warped. For this reason we have found it best to load a bin with 750 kgs – 1000 kgs in position A. This shouldn’t affect the C of G too much if the heavy bins are at the rear of the plane.

The Titan Airways B737-3 Freighter Loading Instruction Form should be filled in showing which bin numbers are loaded where and what, if any, is loaded in the lower holds. The appropriate bin weights should be listed next to the appropriate bin number. The flight crew will then calculate the index and total load, including any ballast, leaving the blue copy for the loaders to use as a loading plan.

21.32.2 Manoeuvring of ULDs (Loading)

ULD should be loaded one at a time.

There should be a ‘step loading process. ULDs loaded into positions E – H should not be put into position all at once.

Load forward hold first, then ULDs, then aft hold.

When loading the cargo a reverse of the unloading procedure detailed previously must be accomplished. That is, on-load the load for H first, but leaving in bay B until the load for G is in the doorway. Then position load H into bay H and secure. Move load G into Bay B and load F into the doorway. Move load G into bay G and secure. Repeat to fill the aircraft.

Since the aircraft has a roller floor the ULD should move easily within the cabin area. If additional effort is required to move a particular ULD then the loading process should be STOPPED. Check for any obstructions at both floor and locker levels before proceeding. Check appropriate bear clamps are down and all guide rails are in the UP position.

21.33 Securing of Load

Each ULD must be secured in place by use of the floor mounted ‘bear’ clamps. It is essential that before the next ULD is moved rearwards, the first unit is secured.

It is allowable that 2 bear clamps per row do not clamp, but only if they are not the outermost ones. Any not fully clamped must be advised to the Captain before doors are closed.

21.33.1.1. To Secure

Pull up in rear of clamp.

21.34 Belly Loading

The lower baggage holds can be loaded as well if the Royal Mail demands it. Again, start loading in H3 and H4, followed by H2 and H1.

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21.35 Removal of Sill Protectors

One the last ULD has been loaded and secured in position all ground crew should exit the aircraft and the HiLo should be removed.

21.35.1 Departure Procedure (Remove after ULD position E has been loaded)

One ground crew member should remove the sill protector before the HiLo has been removed. This should carried (NOT dragged) to the hold and be secured in its correct stowage.

Despatcher shall confirm to Captain that both sill protectors are stowed stowed prior to door closure and that all 6 side latches in the doorway are up and secure.

21.36 Steps

On instructions from the crew member operating the freight door, the steps should be removed. A ground crew member must be on hand ready to carry out this task once the loading has been completed.

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