Ground Operation Manual

8/16/2019 Ground Operation Manual

1/579

GROUND OPERATIONSMANUAL

DOC No : ABY/OPS/GOM/008


2/579


3/579


4/579


5/579

CHAPTER 1ADMINISTRATION AND CONTROL OFMANUAL

Ground Operations ManualPAGE 3

MASTER TABLE OF CONTENTS

1 ADMINISTRATION AND CONTROL OF MANUAL

1.1 MASTER TABLE OF CONTENTS

The Ground Operations Manual contains the following chapters and every chapter is preceded bya Table of Contents for that chapter.

CHAPTER CHAPTER NAME

1 Administration and Control of Manual

2 Organisation Management

3 Documentation and Record

4 Safety and Quality

5 Ground Handling Instructions and Procedures

6 Training and Qualification

7 Security Management

8 Ground Support Equipment (GSE) Management

9 Aircraft Monitoring and Coordination

10 Passenger Handling Procedures

11 Baggage Handling Procedures

12 Appendices

Date of Issue: 15 FEB 2016 REV 06


6/579

CHAPTER 1


ADMINISTRATION AND CONTROL OFMANUAL

MASTER TABLE OF CONTENTS

I N T E N T I O N A L L Y L E F T B L A N K



7/579



GROUND OPERATION MANUAL

1.2 GROUND OPERATION MANUAL

1.2.1 Basis of the Manual

This manual has been prepared in accordance with :

• CAR OPS1

• CAAP 46

• IATA AHM

• IATA DGR

• IATA LAR

• IOSA Standards Manual• IGOM

Date of Issue: 30 JUN 2015 REV 05


8/579

CHAPTER 1


ADMINISTRATION AND CONTROL OFMANUALREVISION

1.3 REVISION

The Ground Operations Manual is usually revised periodically to cover latest policies andprocedures. All ground operations personnel must be informed about changes in detail. ( refer to

3.3.1).

A vertical line indicates revised or newly published text on the pages. It will not be used to indicate

format or page number changes. Editorial revisions e.g. spelling corrections may have revision bar with no associated highlights. A revision bar will not associated with text for a complete re-issue of

the manual.

Current REV. NO. ISSUE DATE Updated By Validated By

06 15 FEB 2016

Shijith Perunthottumannil,

Ground Ops Training andCompliance Manager

Salah Zainal

Head of GroundOperation



9/579



DISTRIBUTION LIST

1.4 DISTRIBUTION LIST

The Ground Operation Manual should be distributed as follows :

HC: Hard Copy SC: Electronic Media

HC Serial No. Manual Holder Type of Format

01 Master Copy HC

02 Technical Publication HC+SC

NA GCAA - Flight Operation Implementation SC

NA Director of Operations SC

NA Chief Pilot SC

NA Head of Cabin Training and In-flight Services SC

NA Operation Training Manager SC

03 Head of Ground Operations (Group) HC

04 Ground Operation Training and Compliance Manager HC

NA Regional Manager Ground ops - India Subcontinent SC

NA Regional manger MENA SC

NA Manager Quality Assurance SC

NA Safety Manager SC

NA Flight Operations Document Controller SC

NA Airport Duty Manager -SAS SC

NA Head of Airside operations - SAS SC

NA Head of Customer Services - SAS SC

NA Ground Handling Agent (SAS)- Hub SC

NA Ground Handling Agents - Network SC

NA Airport Manager- Outstations SC

05 URC Airport Manager HC

NA Ground Operation Trainers SC



10/579

CHAPTER 1



LIST OF EFFECTIVE PAGES

1.5 LIST OF EFFECTIVE PAGES

N= NEW, R = REVISED

CH PAGE DATE OF ISSUE REV

1 1 30 JUN 2015 05

1 2 30 JUN 2015 05

R 1 3 15 FEB 2016 06

1 4 30 JUN 2015 05

1 5 30 JUN 2015 05

R 1 6 15 FEB 2016 06

1 7 30 JUN 2015 05

1 8 30 JUN 2015 05

1 9 30 JUN 2015 05

1 10 30 JUN 2015 05

1 11 30 JUN 2015 05

1 12 30 JUN 2015 05

1 13 30 JUN 2015 05

1 14 30 JUN 2015 051 15 30 JUN 2015 05

1 16 30 JUN 2015 05

1 17 15 FEB 2016 06

1 18 15 FEB 2016 06

1 19 15 FEB 2016 06

1 20 15 FEB 2016 06

1 21 15 FEB 2016 06

1 22 30 JUN 2015 05

1 23 15 FEB 2016 06

1 24 30 JUN 2015 05

2 1 30 JUN 2015 05

2 2 30 JUN 2015 05

2 3 30 JUN 2015 05

2 4 30 JUN 2015 052 5 30 JUN 2015 05

2 6 30 JUN 2015 05

R 2 7 15 FEB 2016 06

2 8 30 JUN 2015 05

2 9 30 JUN 2015 05

2 10 30 JUN 2015 05

2 11 30 JUN 2015 05

2 12 30 JUN 2015 05

2 13 30 JUN 2015 05

2 14 30 JUN 2015 05

2 15 30 JUN 2015 05

2 16 30 JUN 2015 05

2 17 30 JUN 2015 05

R 2 18 15 FEB 2016 06

2 19 30 JUN 2015 05

2 20 30 JUN 2015 05

2 21 30 JUN 2015 05

2 22 30 JUN 2015 05

2 23 30 JUN 2015 05

2 24 30 JUN 2015 05

R 2 25 15 FEB 2016 06

2 26 30 JUN 2015 05

2 27 30 JUN 2015 05

2 28 30 JUN 2015 05

2 29 30 JUN 2015 05

R 2 30 15 FEB 2016 06

2 31 30 JUN 2015 05

2 32 30 JUN 2015 05

3 1 30 JUN 2015 05

3 2 30 JUN 2015 05

3 3 30 JUN 2015 05

3 4 30 JUN 2015 05

3 5 30 JUN 2015 05

3 6 30 JUN 2015 05

3 7 30 JUN 2015 05

3 8 30 JUN 2015 05




11/579




3 9 30 JUN 2015 05

3 10 30 JUN 2015 05

3 11 30 JUN 2015 05

3 12 30 JUN 2015 05

3 13 30 JUN 2015 05

3 14 30 JUN 2015 05

3 15 30 JUN 2015 05

3 16 30 JUN 2015 05

3 17 30 JUN 2015 05

3 18 30 JUN 2015 05

3 19 30 JUN 2015 05

3 20 30 JUN 2015 05

3 21 30 JUN 2015 05

3 22 30 JUN 2015 05

4 1 30 JUN 2015 05

4 2 30 JUN 2015 05

R 4 3 15 FEB 2016 06

4 4 30 JUN 2015 05

R 4 5 15 FEB 2016 06

4 6 30 JUN 2015 05

4 7 30 JUN 2015 05

R 4 8 15 FEB 2016 06

R 4 9 15 FEB 2016 06

4 10 30 JUN 2015 05

R 4 11 15 FEB 2016 06

4 12 30 JUN 2015 05

4 13 30 JUN 2015 05

4 14 30 JUN 2015 05

5 1 30 JUN 2015 05

5 2 30 JUN 2015 05

5 3 30 JUN 2015 05

5 4 30 JUN 2015 05


R 5 5 15 FEB 2016 06

R 5 6 15 FEB 2016 06

5 7 30 JUN 2015 05

5 8 30 JUN 2015 05

5 9 30 JUN 2015 05

5 10 30 JUN 2015 05

5 11 30 JUN 2015 05

5 12 30 JUN 2015 05

R 5 13 15 FEB 2016 06

5 14 30 JUN 2015 05

R 5 15 15 FEB 2016 06

R 5 16 15 FEB 2016 06

R 5 17 15 FEB 2016 06

R 5 18 15 FEB 2016 06

R 5 19 15 FEB 2016 06

5 20 30 JUN 2015 05

5 21 30 JUN 2015 05

5 22 30 JUN 2015 05

5 23 30 JUN 2015 05

R 5 24 15 FEB 2016 06

R 5 25 15 FEB 2016 06

R 5 26 15 FEB 2016 06

5 27 30 JUN 2015 05

5 28 30 JUN 2015 05

5 29 30 JUN 2015 05

5 30 30 JUN 2015 05

5 31 30 JUN 2015 05

5 32 30 JUN 2015 05

5 33 30 JUN 2015 05

5 34 30 JUN 2015 05

5 35 30 JUN 2015 05

5 36 30 JUN 2015 05

5 37 30 JUN 2015 05

R 5 38 15 FEB 2016 06




12/579

CHAPTER 1




5 39 30 JUN 2015 05

R 5 40 15 FEB 2016 06

5 41 30 JUN 2015 05

5 42 30 JUN 2015 05

5 43 30 JUN 2015 05

5 44 30 JUN 2015 05

5 45 30 JUN 2015 05

5 46 30 JUN 2015 05

5 47 30 JUN 2015 05

5 48 30 JUN 2015 05

5 49 30 JUN 2015 05

5 50 30 JUN 2015 05

5 51 30 JUN 2015 05

5 52 30 JUN 2015 05

5 53 30 JUN 2015 05

R 5 54 15 FEB 2016 06

5 55 30 JUN 2015 05

5 56 30 JUN 2015 05

5 57 30 JUN 2015 05

5 58 30 JUN 2015 05

5 59 30 JUN 2015 05

5 60 30 JUN 2015 05

5 61 30 JUN 2015 05

5 62 30 JUN 2015 05

5 63 30 JUN 2015 05

5 64 30 JUN 2015 05

5 65 30 JUN 2015 05

5 66 30 JUN 2015 05

5 67 30 JUN 2015 05

5 68 30 JUN 2015 05

5 69 30 JUN 2015 05

5 70 30 JUN 2015 05

5 71 30 JUN 2015 05

5 72 30 JUN 2015 05


5 73 30 JUN 2015 05

5 74 30 JUN 2015 05

5 75 30 JUN 2015 05

5 76 30 JUN 2015 05

5 77 30 JUN 2015 05

5 78 30 JUN 2015 05

5 79 30 JUN 2015 05

5 80 30 JUN 2015 05

5 81 30 JUN 2015 05

5 82 30 JUN 2015 05

5 83 30 JUN 2015 05

5 84 30 JUN 2015 05

5 85 30 JUN 2015 05

5 86 30 JUN 2015 05

5 87 30 JUN 2015 05

5 88 30 JUN 2015 05

5 89 30 JUN 2015 05

5 90 30 JUN 2015 05

5 91 30 JUN 2015 05

5 92 30 JUN 2015 05

5 93 30 JUN 2015 05

5 94 30 JUN 2015 05

5 95 30 JUN 2015 05

R 5 96 15 FEB 2016 06

R 5 97 15 FEB 2016 06

R 5 98 15 FEB 2016 06

5 99 30 JUN 2015 05

5 100 30 JUN 2015 05

R 5 101 15 FEB 2016 06

5 102 30 JUN 2015 05

R 5 103 15 FEB 2016 06

5 104 30 JUN 2015 05

5 105 30 JUN 2015 05

5 106 30 JUN 2015 05




13/579




5 107 30 JUN 2015 05

5 108 30 JUN 2015 05

5 109 30 JUN 2015 05

5 110 30 JUN 2015 05

5 111 30 JUN 2015 05

5 112 30 JUN 2015 05

5 113 30 JUN 2015 05

5 114 30 JUN 2015 05

5 115 30 JUN 2015 05

5 116 30 JUN 2015 05

N 5 117 30 JUN 2015 05

N 5 118 15 FEB 2016 06

N 5 119 15 FEB 2016 06

N 5 120 15 FEB 2016 06

N 5 121 15 FEB 2016 06

N 5 122 15 FEB 2016 06

N 5 123 15 FEB 2016 06

5 124 30 JUN 2015 05

5 125 30 JUN 2015 05

5 126 30 JUN 2015 05

5 127 30 JUN 2015 05

5 128 30 JUN 2015 05

5 129 30 JUN 2015 05

5 130 30 JUN 2015 05

5 131 30 JUN 2015 05

5 132 30 JUN 2015 05

5 133 30 JUN 2015 05

5 134 30 JUN 2015 05

5 135 30 JUN 2015 05

5 136 30 JUN 2015 05

5 137 30 JUN 2015 05

5 138 30 JUN 2015 05

R 5 139 30 JUN 2015 05

5 140 15 FEB 2016 06


R 5 141 15 FEB 2016 06

R 5 142 15 FEB 2016 06

R 5 143 15 FEB 2016 06

R 5 144 15 FEB 2016 06

R 5 145 15 FEB 2016 06

5 146 30 JUN 2015 05

5 147 30 JUN 2015 05

5 148 30 JUN 2015 05

5 149 30 JUN 2015 05

5 150 30 JUN 2015 05

5 151 30 JUN 2015 05

5 152 30 JUN 2015 05

5 153 30 JUN 2015 05

5 154 30 JUN 2015 05

5 155 30 JUN 2015 05

5 156 30 JUN 2015 05

5 157 30 JUN 2015 05

5 158 30 JUN 2015 05

5 159 30 JUN 2015 05

5 160 30 JUN 2015 05

5 161 30 JUN 2015 05

5 162 30 JUN 2015 05

5 163 30 JUN 2015 05

5 164 30 JUN 2015 05

5 165 30 JUN 2015 05

5 166 30 JUN 2015 05

5 167 30 JUN 2015 05

5 168 30 JUN 2015 05

5 169 30 JUN 2015 05

5 170 30 JUN 2015 05

R 5 171 15 FEB 2016 06

5 172 30 JUN 2015 05

5 173 30 JUN 2015 05

R 5 174 30 JUN 2015 05




14/579

CHAPTER 1




5 175-184 30 JUN 2015 05

6 1 30 JUN 2015 05

6 2 30 JUN 2015 05

6 3 30 JUN 2015 05

6 4 30 JUN 2015 05

6 5 30 JUN 2015 05

6 6 30 JUN 2015 05

6 7 30 JUN 2015 05

6 8 30 JUN 2015 05

6 9 30 JUN 2015 05

6 10 30 JUN 2015 05

6 11 30 JUN 2015 05

6 12 30 JUN 2015 05

6 13 30 JUN 2015 05

6 14 30 JUN 2015 05

6 15 30 JUN 2015 05

6 16 30 JUN 2015 05

7 1 30 JUN 2015 05

7 2 30 JUN 2015 05

7 3 30 JUN 2015 05

R 7 4 15 FEB 2016 06

7 5 30 JUN 2015 05

7 6 30 JUN 2015 05

7 7 30 JUN 2015 05

7 8 30 JUN 2015 05

7 9 30 JUN 2015 05

7 10 30 JUN 2015 05

7 11 30 JUN 2015 05

7 12 30 JUN 2015 05

7 13 30 JUN 2015 05

7 14 30 JUN 2015 05

7 15 30 JUN 2015 05

7 16 30 JUN 2015 05


7 17 30 JUN 2015 05

7 18 30 JUN 2015 05

7 19 30 JUN 2015 05

7 20 30 JUN 2015 05

7 21 30 JUN 2015 05

7 22 30 JUN 2015 05

7 23 30 JUN 2015 05

7 24 30 JUN 2015 05

7 25 30 JUN 2015 05

7 26 30 JUN 2015 05

7 27 30 JUN 2015 05

7 28 30 JUN 2015 05

7 29 30 JUN 2015 05

7 30 30 JUN 2015 05

7 31 30 JUN 2015 05

7 32 30 JUN 2015 05

7 33 30 JUN 2015 05

7 34 30 JUN 2015 05

7 35 30 JUN 2015 05

7 36 30 JUN 2015 05

R 7 37 15 FEB 2016 06

7 38 30 JUN 2015 05

7 39 30 JUN 2015 05

7 40 30 JUN 2015 05

R 7 41 15 FEB 2016 06

7 42 30 JUN 2015 05

7 43 30 JUN 2015 05

7 44 30 JUN 2015 05

7 45 30 JUN 2015 05

7 46 30 JUN 2015 05

8 1 30 JUN 2015 05

8 2 30 JUN 2015 05

8 3 30 JUN 2015 05




15/579




8 4 30 JUN 2015 05

8 5 30 JUN 2015 05

8 6 30 JUN 2015 05

8 7 30 JUN 2015 05

8 8 30 JUN 2015 05

8 9 30 JUN 2015 05

8 10 30 JUN 2015 05

R 8 11 15 FEB 2016 06

8 12 30 JUN 2015 05

8 13 30 JUN 2015 05

8 14 30 JUN 2015 05

8 15 30 JUN 2015 05

8 16 30 JUN 2015 05

8 17 30 JUN 2015 05

8 18 30 JUN 2015 05

9 1 30 JUN 2015 05

9 2 30 JUN 2015 05

9 3 30 JUN 2015 05

9 4 30 JUN 2015 05

9 5 30 JUN 2015 05

9 6 30 JUN 2015 05

9 7 30 JUN 2015 05

9 8 30 JUN 2015 05

9 9 30 JUN 2015 05

9 10 30 JUN 2015 05

9 11 30 JUN 2015 05

9 12 30 JUN 2015 05

9 13 30 JUN 2015 05

9 14 30 JUN 2015 05

9 15 30 JUN 2015 05

9 16 30 JUN 2015 05

9 17 30 JUN 2015 05

9 18 30 JUN 2015 05


10 1 30 JUN 2015 05

10 2 30 JUN 2015 05

10 3 30 JUN 2015 05

10 4 30 JUN 2015 05

10 5 30 JUN 2015 05

10 6 30 JUN 2015 05

10 7 30 JUN 2015 05

10 8 30 JUN 2015 05

R 10 9 15 FEB 2016 06

R 10 10 15 FEB 2016 06

10 11 30 JUN 2015 05

10 12 30 JUN 2015 05

R 10 13 15 FEB 2016 06

10 14 30 JUN 2015 05

10 15 30 JUN 2015 05

10 16 30 JUN 2015 05

10 17 30 JUN 2015 05

10 18 30 JUN 2015 05

10 19 30 JUN 2015 05

10 20 30 JUN 2015 05

10 21 30 JUN 2015 05

10 22 30 JUN 2015 05

10 23 30 JUN 2015 05

10 24 30 JUN 2015 05

10 25 30 JUN 2015 05

10 26 30 JUN 2015 05

10 27 30 JUN 2015 05

10 28 30 JUN 2015 05

10 29 30 JUN 2015 05

10 30 30 JUN 2015 05

10 31 30 JUN 2015 05

10 32 30 JUN 2015 05

10 33 30 JUN 2015 05




16/579

CHAPTER 1




10 34 30 JUN 2015 05

10 35 30 JUN 2015 05

10 36 30 JUN 2015 05

10 37 30 JUN 2015 05

10 38 30 JUN 2015 05

10 39 30 JUN 2015 05

R 10 40 15 FEB 2016 06

10 41 30 JUN 2015 05

10 42 30 JUN 2015 05

10 43 30 JUN 2015 05

10 44 30 JUN 2015 05

10 45 30 JUN 2015 05

10 46 30 JUN 2015 05

10 47 30 JUN 2015 05

10 48 30 JUN 2015 05

10 49 30 JUN 2015 05

10 50 30 JUN 2015 05

10 51 30 JUN 2015 05

10 52 30 JUN 2015 05

10 53 30 JUN 2015 05

10 54 30 JUN 2015 05

10 55 30 JUN 2015 05

10 56 30 JUN 2015 05

10 57 30 JUN 2015 05

10 58 30 JUN 2015 05

10 59 30 JUN 2015 05

10 60 30 JUN 2015 05

10 61 30 JUN 2015 05

10 62 30 JUN 2015 05

10 63 30 JUN 2015 05

10 64 30 JUN 2015 05

10 65 30 JUN 2015 05

10 66 30 JUN 2015 05

10 67 30 JUN 2015 05


10 68 30 JUN 2015 05

10 69 30 JUN 2015 05

10 70 30 JUN 2015 05

10 71 30 JUN 2015 05

10 72 30 JUN 2015 05

10 73 30 JUN 2015 05

10 74 30 JUN 2015 05

10 75 30 JUN 2015 05

10 76 30 JUN 2015 05

10 77 30 JUN 2015 05

10 78 30 JUN 2015 05

10 79 30 JUN 2015 05

10 80 30 JUN 2015 05

R 10 81 15 FEB 2016 06

10 82 30 JUN 2015 05

10 83 30 JUN 2015 05

10 84 30 JUN 2015 05

10 85 30 JUN 2015 05

10 86 30 JUN 2015 05

10 87 30 JUN 2015 05

10 88 30 JUN 2015 05

10 89 30 JUN 2015 05

10 90 30 JUN 2015 05

10 91 30 JUN 2015 05

10 92 30 JUN 2015 05

10 93 30 JUN 2015 05

10 94 30 JUN 2015 05

10 95 30 JUN 2015 05

10 96 30 JUN 2015 05

10 97 30 JUN 2015 05

10 98 30 JUN 2015 05

10 99 30 JUN 2015 05

R 10 100 15 FEB 2016 06

10 101 30 JUN 2015 05




17/579




10 102 30 JUN 2015 05

10 103 30 JUN 2015 05

10 104 30 JUN 2015 05

11 1 30 JUN 2015 05

11 2 30 JUN 2015 05

11 3 30 JUN 2015 05

11 4 30 JUN 2015 05

11 5 30 JUN 2015 05

11 6 30 JUN 2015 05

11 7 30 JUN 2015 05

11 8 30 JUN 2015 05

11 9 30 JUN 2015 05

11 10 30 JUN 2015 05

11 11 30 JUN 2015 05

11 12 30 JUN 2015 05

11 13 30 JUN 2015 05

11 14 30 JUN 2015 05

11 15 30 JUN 2015 05

11 16 30 JUN 2015 05

11 17 30 JUN 2015 05

11 18 30 JUN 2015 05

11 19 30 JUN 2015 05

11 20 30 JUN 2015 05

11 21 30 JUN 2015 05

11 22 30 JUN 2015 05

11 23 30 JUN 2015 05

11 24 30 JUN 2015 05

11 25 30 JUN 2015 05

11 26 30 JUN 2015 05

11 27 30 JUN 2015 05

11 28 30 JUN 2015 05

11 29 30 JUN 2015 05

11 30 30 JUN 2015 05


11 31 30 JUN 2015 05

11 32 30 JUN 2015 05

11 33 30 JUN 2015 05

11 34 30 JUN 2015 05

11 35 30 JUN 2015 05

11 36 30 JUN 2015 05

11 37 30 JUN 2015 05

11 38 30 JUN 2015 05

11 39 30 JUN 2015 05

11 40 30 JUN 2015 05

11 41 30 JUN 2015 05

11 42 30 JUN 2015 05

11 43 30 JUN 2015 05

11 44 30 JUN 2015 05

11 45 30 JUN 2015 05

11 46 30 JUN 2015 05

11 47 30 JUN 2015 05

11 48 30 JUN 2015 05

11 49 30 JUN 2015 05

R 11 50-54 15 FEB 2016 06

12 1 30 JUN 2015 05

12 2 30 JUN 2015 05

12 3 30 JUN 2015 05

12 4 30 JUN 2015 05

12 5 30 JUN 2015 05

12 6 30 JUN 2015 05

12 7 30 JUN 2015 05

12 8 30 JUN 2015 05

12 9 30 JUN 2015 05

12 10 30 JUN 2015 05

12 11 30 JUN 2015 05

12 12 30 JUN 2015 05

12 13 30 JUN 2015 05




18/579

CHAPTER 1




12 14 30 JUN 2015 05

12 15 30 JUN 2015 05

12 16 30 JUN 2015 05

12 17 30 JUN 2015 05

12 18 30 JUN 2015 05

12 19 30 JUN 2015 05

12 20 30 JUN 2015 05

12 21 30 JUN 2015 05

12 22 30 JUN 2015 05

12 23 30 JUN 2015 05

12 24 30 JUN 2015 05

12 25 30 JUN 2015 05

12 26 30 JUN 2015 05

12 27 30 JUN 2015 05

12 28 30 JUN 2015 05

12 29 30 JUN 2015 05

12 30 30 JUN 2015 05

12 31 30 JUN 2015 05

12 32 30 JUN 2015 05

12 33 30 JUN 2015 05

12 34 30 JUN 2015 05

12 35 30 JUN 2015 05

12 36 30 JUN 2015 05

12 37 30 JUN 2015 05

12 38 30 JUN 2015 05

12 39 30 JUN 2015 05

12 40 30 JUN 2015 05

CH PAGE DATE OF ISSUE REV CH PAGE DATE OF ISSUE REV



19/579



RECORD OF REVISION

1.6 RECORD OF REVISION

The manual holder shall enter the appropriate data in the revision sheet below after updating themanual. The compliance has to be signed under “Initials” column. Retain this revision sheet untilofficially replaced.

REV. NO. ISSUE DATE DATE FILED INITIALS

01 20 FEB 2010

02 30 JUN 2010

03 30 AUG 2011

04 15 JUL 2014

05 30 JUN 2015

06 15 FEB 2016



20/579

CHAPTER 1



REVISION HIGHLIGHTS

1.7 REVISION HIGHLIGHTS

The highlights of Ground Operation Manual - Revision 06 are as follows

Page Number Change Description

CHAPTER 1- ADMINISTRATION AND CONTROL OF MANUAL

3 – Master Table of contents revised to include Chapter 12;

6 – Revision status revised to reflect current revision and issue date;

– LEP;

17 – Record of revision added the new revision number and date;

21 – Foreword revised to reflect the regulatory compliance;

23 – Repeated paragraph deleted;

CHAPTER 2- ORGANIZATION MANAGEMENT

7 Central Station Ground Operations Control - section number changed;

7 Performance Review Meeting - section number changed;

18 Duties and responsibilities and reporting line of Security officer India clarified;

25 Suitable wording “internal structure” has been used;

30 Hazard reporting included in the communication culture;

CHAPTER 4 - SAFETY AND QUALITY

3 – Air arabia safety and quality policy is revised;

5 – Defined just culture policy;

8 – Repeated paragraph deleted;

9 – Paragraph reworded to have better clarity in the procedure;

11 – DG incident rporting, the CAR Part VI chapter 2 requirement added;

CHAPTER 5 - GROUNDHANDLING INSTRUCTIONS AND PROCEDURES

5 – Added the procedure for connection or disconnection of electrical

equipment with in FSZ.

6 – Added the procedure to shut down the unattended equipment’s engine.

13 – Refernce to IATA AHM 612 removed.



21/579



REVISION HIGHLIGHTS

15 – Mandaotory word “MUST” added to the sentence.

16 – circle of safety reworded to clarify equipment brake check procedure.

17 – reference added



24 – More points added to be in compliant with IGOM

25 – Positioning and removal chocks procedure sequence clarified.

26 – Text to exclude PBB restricted from being positioned before coneplacement in accordance with IGOM.

38 – Section number changed for “Safe Practices During Aircraft Loading/

unloading Operations”;

40 – The important of keeping the recomnded CG emphasized.

44-47 – Cabin loading procedure revised;

54 – Usage of single stud with ropes clarified. strap changed to ropes and thecapacity of a sigle rope defined.

96 – Clarification of therequirement on the LIRF.

97 – Requiremnt for preapraing loadsheet clarified.

99 – Definition of infant corrected.

101 – Procedure for submission of load control document to cockpit is

reworded.

103 – LMC procedure, wording revised for clarity.

113 – General declartion added to the list of mandatory document onboard.

118-123 – Cargo door operation is illustrated with pictures

140 – A smaple of DG warning signage added.

142 – Table 2.3A revised as per IATA DGR 2016

145 – The requiremnt for keeping NOTOC with airarabia dispatcher is added.

167 – Wheelchair mobility aids with lithium batteries updated with current IATA

170 – Emergency procedure general points added.




22/579

CHAPTER 1



REVISION HIGHLIGHTS

174 – Transport requirement for firearm or ammunition clarified in accordance

with AOSP.

CHAPTER 7 - SECURITY MANAGEMENT

6 – Revised company security policy incorporated.

39 – In flight security occurence form revised

43 – Obsoleted Bomb threat report from replaces with the current form

CHAPTER 10 - PASSENGER HANDLING PROCEDURE

9 – PNL and ADL dispatch times revised.

10 – Pre-flight editing task emphasized the aircraft registration confirmation.

13 – Requirement for DG confirmantion is incorporated during self service

check-in.

40 – revised procedure for infant accepatnce and seating restriction.

81 – Requiremnt for accepting JUMP seat emphasized.

100 – Overbooking policy clarified.

CHAPTER 11 - BAGGAGE HANDLING PROCEDURE

50 – World tracer managemnt guidelines added.

–

–

–

–

–

–

–

–

–




23/579



FOREWORD

1.8 FOREWORD

This manual is a guide for establishing and maintaining safe working conditions in the airportoperation during aircraft handling, and for promoting safe work practices by management andemployees. Air Arabia recognizes its responsibility to promote a safe and healthful working

environment. This manual recognizes the importance of human factors principles - a science thatpays attention to physical, psychological, and other human attributes to ensure that tasks arecompleted safely and efficiently with minimal risk to personnel and equipment. The ground

operation procedure contained in this manual are designed to the goal of creating and reinforcing asafety culture where employees practice safe habits. All of us must practice safe work habits at alltimes. Only a diligent effort on everyone’s part will prevent injuries and accidents. Many people

believe accidents just happen. However, many injuries and accidents are commonly caused byunsafe acts or conditions, and can be prevented by using good judgment.

Airarabia urge all staffs to become familiar with the contents of this manual as it pertains to their particular work, and satisfy the latest requirements of the Occupational Safety and Health, and thecivil aviation regulatory authority requirements .

This manual can be considered as an equivalent document that contain process and procedures,derived from IATA DGR, AHM and IGOM latest edition, applicable to airarabia operationalrequirements. It also complies the GCAA requirements as per CAAP 46.



24/579

CHAPTER 1



APPLICABILITY

1.9 APPLICABILITY

All Operations personnel including ground handling agents and service providers are required tobe fully conversant with the contents of the GOM. The guidelines contained in this manual are thestandard procedure of airarabia in the filed of ground operation. The procedures are applicable to

all airarabia staffs, Handling Agent's staffs and other service providers working at every airarabiastations.



25/579



INTRODUCTION

1.10 INTRODUCTION

1.10.1 Use of The Manual

The Ground Operations Manual has been prepared in accordance with the relevant provisions of

the CAR-OPS Part 1, CAAP 46 and with the terms and conditions specified in the Permit toOperate Certificate granted by the authority. In addition it also complies with IATA Airport HandlingManual, IATA Dangerous Goods Regulations and IATA Operational Safety Recommended (IOSA)

practices and IGOM.

The Ground Operations Manual is the basic document governing Air Arabia Ground Operationswhich contains all operational policies, procedures, instructions and guidance necessary for

Ground Operations Personnel to perform their duty and needed for a safe operation. All staff personnel involved with the handling of Air Arabia aircraft are expected to have a thorough

knowledge of the contents of the Ground Operation Manual. They shall adhere to the rules andregulations contained in this manual at all times.

The current edition of this manual shall be readily available in a usable format to all operational

personnel. Diversion from the procedure laid down in this manual is not permitted. However, incertain cases staff may have to use their judgment and initiative based on their experience whereadditional action is required.

The manual contains legible and accurate information in English. As a matter of simplicity, the Malegender is used throughout this manual, but the content applies to Female employees as well .

Note: Where information in this manual is at variance with information taken from approved documents, the latter shall be regarded as the authoritative sources.

1.10.2 Jurisdiction of the Ground Operations Manual

The Air Arabia Ground Operations Manual (GOM) is the binding instruction for the ground handling

of Air Arabia aircraft.

This manual is also binding, if Air Arabia aircraft are wet leased out to other aircraft operations or

chartered out to other companies even if they operate with a flight number prefix other than “Air Arabia”. Wet lease-out means that the aircraft is still operated under the Air Operator Certificate

and with crew of the lesser and that the rules regulations and instructions of the lesser apply. Thisis the usual case. Exceptions from this basic rule for wet lease-out and regulations for other typesof leasing (dry lease-out, dry or wet lease-in, leasing at short notice in urgent situations) must havebeen regulated between the lesser and the lessee in the lease agreement and must have been

approved by the authority, before the operation with the leased aircraft starts.

The Head of Ground Operations is responsible to inform the stations, if exceptional or deviatingregulations apply for leased aircraft.

Note: This manual is not binding for ground operation of codeshare flights which are operating

under the full responsibility and regulations of the aircraft operator.



26/579

CHAPTER 1



INTRODUCTION

I N T E N T I O N A L L Y L E F T B L A N K



27/579

CHAPTER 2ORGANIZATION MANAGEMENT


TABLE OF CONTENTS

CHAPTER 2 - ORGANIZATION MANAGEMENT

2.1 ORGANIZATION STRUCTURE AND RESPONSIBILITY . . . . . . . . . . . . . . . . . 32.1.1 Company Organization Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2.1.2 Ground Operation Department Organization Structure . . . . . . . . . . . . . . . . . . . . 4

2.1.3 Selection Process for Staff Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.1.4 Supervision of the Operation by the Operator . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2.1.5 Duties and Responsibilities Of Ground Operation Personnel . . . . . . . . . . . . . . . 8

2.1.6 Ground Operation Coordinator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.1.7 Regional Manager Ground Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.1.8 Ground Operation Training and Compliance Manager . . . . . . . . . . . . . . . . . . . 12

2.1.9 Manager Airports -KSA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.1.10 Manager DCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.1.11 Airport Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2.1.12 Security Officer - INDIA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2.1.13 Airport Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.1.14 Head of Cargo Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202.1.15 Continuity of Supervision in the Absence of Nominated Postholder . . . . . . . . . 20

2.1.16 Selection of Subcontractors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2.1.17 Ground Handling Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2.1.18 Handling Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.1.19 IATA Standard Ground Handling Agreements (SGHA) . . . . . . . . . . . . . . . . . . . 22

2.1.20 Categories of Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.1.21 Service Level Agreement (SLA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232.1.22 Performance Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.1.23 Specific Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.1.24 Carrier Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.1.25 Random Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.1.26 Duties and Responsibilities of Ground Handling Agent (GHA) . . . . . . . . . . . . . 25



28/579

CHAPTER 2


ORGANIZATION MANAGEMENT

TABLE OF CONTENTS

2.2 COMMUNICATION CULTURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2.2.1 Flight Handling Report (FHR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

2.2.2 Flight Disruption and Delay Report (FDDR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2.2.3 Ground Service Advisory (GSA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

2.3 RESOURCES - SCHEDULE AND DUTY TIME . . . . . . . . . . . . . . . . . . . . . . . . 32



29/579

Ground Operations Manual

CHAPTER 2

PAGE 3


ORGANIZATION STRUCTURE AND

RESPONSIBILITY

2 ORGANIZATION MANAGEMENT

2.1 ORGANIZATION STRUCTURE AND RESPONSIBILITY

The following organization structure depicts the company and ground operation department.This

organizational structure of the operations management of Air Arabia has been accepted by theGeneral Civil Aviation Authority by issuing the Air Operator Certificate (AOC).The below structure

shows the relationship between the various department of the company

2.1.1 Company Organization Structure

Pilots

Manager

ATS &

Technical

(TBA)

Manager

Operations

Support

Manager

Dispatch

Head of Ground

Operations (PH

Ground Ops)

Director of

Engineering

(PH Engg &

Maint.)

Aviation

Security

Manager

(PH Security)

Director of

Operations (PH

Flt Ops)

Chief Executive

Officer

(Accountable

Manager)

Cabin Crew

Manager Chief Pilot

Ops Training

Manager (PH

Crew Training)

Director of ITManager Safety

(PH Safety)

Cabin Crew

Quality

Manager

Head of

Customer

Service

ManagerQuality

Assurance

(PH Quality)

Head of

Network &

Strategy

Director of

Finance

Head of

Corporate

Affairs

TRE's/

TRI's/

LTC's

Head of

Cabin

Training &

Inflight

Head of Sales &

MarketingHead of HR



30/579


CHAPTER 2

PAGE 4



RESPONSIBILITY

2.1.2 Ground Operation Department Organization Structure

The above organization chart shows in graphic form the overall ground operation department

structure, the flow of authority and the accountability. The chart however is only a tool to makedepartment complete and functional. There are many responsibilities common to all, besides theduties and responsibilities assigned to each position, such as cooperate actively with their associates for the best attainment of department objectives, interpret approved policies and plans

to their area and act as liaison in transmitting of information from top to bottom and vice-Versa.

All operational functions at the airport will be done by the contracted and authorized groundhandling agents (GHA).

2.1.3 Selection Process for Staff Personnel

Management and non-management positions within the organisation that are required to perform

functions relevant to the safety or security of aircraft operations shall be filled by personnel on thebasis of knowledge, skills, training and experience appropriate for the position.Individuals applyingfor operational positions within the scope operation of Air Arabia organization are selected

following the company’s employment process managed by human resources. Positions are filled

on the basis of appropriate knowledge, skills, training and experience required to that position. Themanagement staff of each department will provide guidance to the human resource department for

the selection of the personnel. All employees are subject to pre-employment and backgroundchecks in accordance with the human resources laid down policies and procedure.

HEAD OF CARGO

OPERATIONS

HEAD OF GROUNDOPERATIONS

REGIONAL MANAGER -INDIA & ISC

AIRPORT

MANAGER/AIRPORTSUPERVISOR

SECURITY OFFICERINDIA

REGIONAL MANAGER -

MIDDLE EAST ANDNORTH AFRICA

AIRPORT

MANGER/AIRPORTSUPERVISOR

MANAGEROPERATIONS-KSA

AIRPORT

MANAGERS/AIRPORTSUPERVISOR

MANAGER-DCSREGIONAL MANAGER -

CIS

AIRPORT

MANAGER/AIRPORTSUPERVISOR

TRAINING AND

COMPLIANCEMANAGER

GROUND OPERATIONCOORDINATOR



31/579


CHAPTER 2

PAGE 5



RESPONSIBILITY

2.1.3.1 Selection of Airport Operation Staffs

At every station air arabia shall have an Airport Manager for the supervision of for air arabiaoperations in that particular station. This personal may be appointed by air arabia or by the

Generals Sales Agent. The appointment will be on the basis of knowledge, skills, training andexperience appropriate for the position and will be a permanent employee to handle only air arabia

operations in that particular station. The airport manager is responsible for ensuring the safety and

security of the airarabia operations in the particular station and directly reporting to the respectiveregional manager ground operations.

In some station airarabia appoints supervisory company, approved by local authority, to supervise

airarabia operations. Station where a supervisory company has been contracted for the

supervision of Ground handling Operation, the supervisory company must arrange appropriatefacilities, office spaces and must have a dedicated focal point of contact who will be responsible for the total safety, security and compliance of airarabia policies and procedures. He shall

operationally reporting to the respective regional manager ground operations.

Airarabia shall ensure that operations personnel are remain competent, proficient and qualifiedwith appropriate authority for the performance supervision of the ground handling.

2.1.4 Supervision of the Operation by the Operator

To maintain the highest level of safety in ground handling operation, air arabia shall establish and

maintain a method of supervision and control of flight operations, flight handling functions andother associated activities through out the network in accordance with the GCAA- CAAP 46. Air

Arabia shall also ensure that all operations personnel are properly trained, have demonstratedtheir abilities in their particular duties and are aware of their responsibilities and of the relationship

of such duties to the operation as a whole. In view of the above air arabia has demarcated thebelow systems;

– Local Station Control system and

– Central Station Control System.

The head of ground Operations have overall responsibility for ensuring that the control andsupervision are fully maintained in all stations.

2.1.4.1 Local Station Control System

The Local Station Ground Operations Control system is based on “monitoring and reporting” of

hhandling to ensure the safety and security through out the operation. For local station groundoperations control system, the following functions are defined :

– Focal Point of Contact;

– Ground Operation Performance Audit (GOPA);

– Flight Handling Report (FHR);



32/579


CHAPTER 2

PAGE 6



RESPONSIBILITY

2.1.4.1.1 Focal Point of Contact

One of the method for monitoring airarabia airport operation is the availability of one dedicatedfocal point of contact.

The focal point of contact is the Airport Manager who will be responsible for the total safety,

security and compliance of airarabia policies and procedures. The Airport Manager will be directlyreporting to the Regional Manager -Ground operation.

At station where a supervisory company approved by local authority has been contracted for the

supervision of Ground handling Operation, then the supervisory company must provide office

facilities, communication facilities and a dedicated focal point of contact who will be responsible for the total safety, security and compliance of airarabia policies and procedure. In this cases thededicated focal point of contact will have the responsibility of Airport Manager ( refer to 2.1.11)and

shall operationally report to the respective Regional Manager -Ground Operation.

2.1.4.1.1.1 Airport Facilities

Air Arabia shall make sure that the required facilities are available at each station for the safe andsecure ground handling operation. The ground handling operation shall be contracted to an

authorized ground handling agent who has the appropriate resources and facilities to handle air arabia in accordance with the procedure laid down in this GOM.

The airport manger will be responsible for the supervision of the ground handling operation and heshall be in touch with head quarters as and when required and have the below resources available

for him:

– Laptop with Internet connection;

– Mobilephone with International call facility.

The Airport manger shall also ensure that all documents related to air Arabia and local stations are

securely kept in the airport office. At stations where air arabia doesn't have a dedicated airport

office, the city office shall be used for these purposes except for the trip file which should be keptwith GHA. The airport manager shall make sure that the documents kept with GHA are safe and

secure(refer to 3.3.5.1)

2.1.4.1.2 Ground Operation Performance Audit (GOPA)

The Ground Operation Performance Audit (GOPA) is another tool to measure the performancestandard in a particular station. This is a departmental checks and is recommended to be

conducted once in every 24 months by respective regional managers and twice a year byrespective airport Managers. refer to 4.3.1 for more details.

.



33/579


CHAPTER 2

PAGE 7



RESPONSIBILITY

2.1.4.1.3 Flight Handling Report (FHR);

Another method for monitoring daily operation is the flight handling reporting form. Through this thedaily flight handling is recorded, monitored and any discrepancies or abnormalities shall be

addressed.

Flight Handling Report (FHR) is a detailed reporting system which covers the entire daily handlingof a specific flight. These reports are maintained for 90 days at HQ. The ground operationsdepartment review the FHR during daily OTP meeting and propose any alteration found necessary

in existing procedure with respect to the feed back getting thru the report (FHR) to make theexisting procedure more effective and smooth. And the same should be brought notice to the Head

of Ground Operations.

The Airport Manager or Station in charge will be responsible for the sending FHR to the head

quarters. This report has to be completed for all flights and forward by e-mail to ground operation.

All the timings shall be accurate (in GMT) and match with crew records, always liaise with captain/crew before deciding delay reasons and if any disagreement with their reason you may advise

ground operations in details to finalize the delay code/s. Furnish maximum details in remarkscolumn to avoid delay dispute with other departments.

2.1.4.2 Central Station Ground Operations Control

The “Head of Ground operations” is functionally responsible for central station operations control.

In this context, Head of Ground operation” has the following responsibilities :

– to draw up, revise and publish instructions for an effective control of ground operation

functions;

– to ensure the compliance of Station Ground Operations Performance Audits at stations;

– to assess the qualification of sub-contractors (handling companies);

– to approve the Local Station Ground Operations Control Procedures;

– to monitor, together with the responsible managers, the implementation of corrective or preventive measures recommended by ground operations;

– to evaluate and analyze reports and other relevant information day to day basis;

– to evaluate station operations through performance review meeting (OTP committee) withrespect to Flight Handling Report (FHR),FDDR and Audit Report from the station.

2.1.4.2.1 Performance Review Meeting

To monitor the punctuality and performance of air Arabia operations at the base and outstations,“On Time Performance” (OTP) meeting will be organised daily by the flight operation departmentand attended by all the relevant operational personnel. The station reports, FHR, captain’s report,

crew reports and feed back…etc will be reviewed in this meeting.



34/579


CHAPTER 2

PAGE 8



RESPONSIBILITY

2.1.5 Duties and Responsibilities Of Ground Operation Personnel

2.1.5.1 Nominated Postholder

The “Head of Ground Operations” is the nominated post holder for Ground Operation accepted by

the authority and is responsible for the Management and the supervision of the entire GroundOperation activities.

“Head of Ground Operations” reports to Chief Operating Officer.

Qualification requirement - The post holder must be Educated to degree level with 15 years of

relevant experience.Must have worked extensively with multi national staff and have good working

knowledge of contracts and negotiation skills.

The responsibilities of the “Head of Ground Operations” are as follows:

– Responsible for setting the overall ground operation policies and procedures to ensure safeand secure operation in compliance with national and international regulation. Review these at

regular intervals and ensure they constantly meet the business needs.

– Responsible for managing and supervision of ground handling functions to ensure compliancewith conditions and restrictions of the company AOC, applicable to regulatory requirements

and standards established by the Company;

– Ensuring compliance with civil aviation authority requirements, company procedures,international regulations and ICAO/IATA standards and practices in respect of ground

operations; – Responsible for ensuring Necessary facilities, workspace, equipment and supporting services,

as well as work environment, to satisfy operational safety and security requirements;

– Responsible for ensuring, and implementing the policies and procedures laid down in themanual and adhere to the guidelines at all times;

– Responsible for the overall quality of service provided at hub and network by constantly

addressing the shortfalls and guiding the staff to rectify these in a timely and efficient manner;

– Ensure that appropriate ground handling facilities exist to ensure safe, reliable and efficient

handling of Air Arabia flights at hub and network; – ensure equipment or other operational products relevant to the safety or security of aircraft

operations that are purchased or otherwise acquired from an external vendor or supplier meetthe product technical requirements specified by the company or as per the industry standard

prior to being used in the conduct of operations.

– Guide in closing audit findings, if any and ensuring that the requirements are in adherence tothe guidelines and expectations of the concerned authorities;

– Responsible for ensuring and setting all ground handling contracts and SLA and reviewing

them regularly. Renegotiate both terms and cost to ensure these are favorable to Air Arabia at

all times.



35/579


CHAPTER 2

PAGE 9



RESPONSIBILITY

– Liaise with respective heads of Engineering, Operations, Cargo and other Departments in

areas of common business needs to ensure corporate objectives are met. Liaise with relevant

international industry bodies to protect the Airline’s interests

– Provide advice and feedback to CEO on ground operations budget, manpower and other business related advice;

– Ensure effective procedures are developed and implemented efficiently in handling delays andmis-connected passengers;

– Play a vital role in ensuring emergency procedures are developed and closely liaise with the

Emergency Response Division to ensure these are in accordance to the standards required.

– Controls all operational and customer services contractual requirements with handling agentsby protecting company’s interest;

– Ensure that all staff members are adequately trained to standards stipulated by the regulatoryauthority and as per company policy;

– Ensure that required standards and procedures according to the company quality systems are

carried out;

– Control of cargo operation activities with in the scope of ground operations

– Accountable to senior management for ensuring the safety and security through out the ground

handling operation.

– Establishment, promote and implementation of departmental safety policies;

– Responsible for Organizing and Managing Air Arabia HUB operations.

– Ensuring line managers support and encourage hazard reporting, risk assessment of all

hazards, safety reporting, safety audits, safety promotions and continuous improvement of theSafety Management System.

– Any other duties that may be assigned by the Chief Executive Officer;



36/579


CHAPTER 2

PAGE 10



RESPONSIBILITY

2.1.6 Ground Operation Coordinator

Ground operation coordinator reports to the Head of Ground Operations.

Qualification requirement - Educated up to O-level / IB / GCSE (General Certificate in SecondaryEducation) with Minimum 2-3 years or more in related field, or hospitality industry. Should posses

an organised approach and excellent time management skills with computer literacy and goodtyping skills. A good level of English knowledge, accuracy and ability work as a part of team isessential.

The responsibilities of the Ground Operation coordinator are as follows :

– Maintain records of all employees;

– Prepare monthly reports;

– Prepare various correspondence letter as and when required by the department;

– Report irregularities in staff performance reported by Supervisors / Duty Officer;

– File,keep and secure all correspondence related to ground operation department;

– Support Head of Ground operations for operational requirements and documentation and

administration issues including distribution of company procedures;

– Arrange and coordinate new station start-ups packs for ground operations including uniformissues;

– Maintain records of staff training and ground handling agreements; – Collating data received from all stations to prepare monthly station reports;

– Preparing purchase request for all stock items for the hub and outstations and coordinating

with suppliers for stock and delivery of items;

– Coordinating with finance department for excess baggage ticket and go show vouchers to besend to the entire network for revenue purpose;

– Support Head of ground operation in terms of ground operations documentation and

administration;

– identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditionsor practices in a timely manner and be familiar with SMS;

– Any other duties that may be assigned by the Head of Ground Operations.



37/579


CHAPTER 2

PAGE 11



RESPONSIBILITY

2.1.7 Regional Manager Ground Operations

The Regional Manager Ground Operation reports to the “Head of Ground Operations”.

Qualification requirement - Educated to degree level with formal qualification in ManagementStudies/equivalent Or 10 years of relevant experience in required field and must have worked

extensively with multi national staff and have good working knowledge of contracts and negotiationskills. Full awareness of airport operation, airport contracts and IATA regulations is essential.

The responsibilities of the Regional Manager Ground Operation are as follows :

– To develop and manage airport operation within the region in accordance with the corporate

objectives and the regulatory requirements ensuring high standards of service and maintainingthe security and safety of operation across the region;

– Ensure efficient handling of all activities of Airport Services across the region ensuring highest

quality standards to meet the corporate objectives and Identify areas, which affect thecompany standards/image and develop and implement plans and procedures for further

improvement;

– regional Manager is accountable and responsible for ensuring safety and security of groundhandling operation across the region;

– Develop and implement effective procedures for Airport Services in accordance with the

corporate objectives and the regulatory requirements with due regard to other divisional/

departmental requirements, ensuring high standards of service and maintaining the securityand safety of Airport and Ramp operations across the network.;

– Control and negotiate all customer services contractual requirements within the region to

ensure that the company interests are protected and Liaise with head office for finalizing;

– Liaise with senior management of Engineering, Operations and other Departments with regard

to common contractual needs and corporate objectives and Liaise with relevant international

industry bodies to protect the Company’s interests;

– Propose and arrange for operating budget for the airports within the region and implement

effective cost control liaising with head office;

– Ensure that all administrative requirements of the department such as training, recruitment,

contracts etc. are met;

– Ensure the airport and ground handling staff are maintained there job knowledge by attendinginitial and recurrent trainings either by airline or by GHA.

– Ensure the conformance and compliance of training and regulatory requirements;

– identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditions

or practices in a timely manner and be familiar with SMS;

– Promote safety culture in their region through training and awareness and Continuously

seeking ways to improve SMS;

– Deputize “Head of Ground Operations” in his absence.



38/579


CHAPTER 2

PAGE 12



RESPONSIBILITY

2.1.8 Ground Operation Training and Compliance Manager

The Ground Operation Training & Compliance Manager reports to the “Head of GroundOperations”

Qualification requirement - Educated to tertiary qualification, with recognised licenses and

additional training in Airport operations, passenger and baggage handling.A minimum of 9 yearsexperience in an Airline Airport Services or Ground Handling environment, with at least 5 yearsspent in a supervisory position. The incumbent must have an in-depth experience and knowledge

in Passenger Handling procedures and Ground Operations Management.Received training withinairline passenger or ground operations and legislative, regulatory areas and holding Train the

Trainer Certificate.

The responsibilities of the Ground Operation Training & Compliance Manager are as follows :

– Responsible for managing Ground Ops training syllabus ensuring that the traininginterventions are in compliance with company and national regulations.

– Responsible for verification and compliance of Handling processes, implementation and follow

up of corrective actions Responsible for the handling performance at the different airports, by

means of inspections, auditing and analyzing various reports,

– Ensuring compliance of the EU Ops regulation, IATA AHM, National and Local laws and

regulations in Ground Handling operations,

– Drive adherence to all required Governance /Risk/Compliance requirements, and monitor

performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels in coordination with Air Arabia safety and Quality

departments.

– Expected to introduce new methodologies, strategies, tools and plans to ensure continuousand effective improvements in ground operation in accordance with international/national

regulations,

– To ensure that follow-up is conducted to review timely closing and effectiveness of the allcorrective and preventive action requests raised and elimination of the root cause.

– To interpret guidelines and take the initiative to ensure compliance issues are brought to

management attention early enough for corrective action to be taken prior to any audit,

– Provide support for the Ground Services network with current and future growth and strategies,

– Support head of ground operation in various business project related to ground operation,

– Recommend clear objectives and suggestions to the Head of Ground operation for medium tolong term strategies and performance,

– Ensure all network stations are in compliance with approved quality standards,

– Support all Air Arabia hubs to be complied with regulatory requirements,

– Ensure the training syllabi are as per the regulatory requirements and meeting the standardsas per IOSA.

– Develop and manage Air Arabia Training programs as per the requirements.



39/579


CHAPTER 2

PAGE 13



RESPONSIBILITY

– Act as a department focal point of contact for operational support in terms procedures and

policy.

– Support head of ground operation in arranging a full ground operation set ups in new hubs and

or in any major operational changes,

– Conduct and compile investigation for any incident reported in coordination with Air Arabia

safety department;

– identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditionsor practices in a timely manner and be familiar with SMS;

– Promote safety culture in their departments through training and awareness and Continuouslyseeking ways to improve SMS.

2.1.9 Manager Airports -KSA

Manager Airport-KSA reports to the ‘Head of Ground Operations’.

Qualification requirement - Educated to degree level with formal qualification in Management

Studies/equivalent Or 10 years of relevant experience in required field and must have workedextensively with multi national staff and have good working knowledge of contracts and negotiation

skills. Full awareness of airport operation, airport contracts and IATA regulations is essential.

The responsibilities of the Manager Airports-KSA are as follows :

– To develop and manage airport operation in KSA in-accordance with the corporate objectives

and the regulatory requirements ensuring high standards of service, maintaining the securityand safety of operation across the region;

– Ensure efficient handling of all activities of Airport Services across the region. Ensure highestquality standards to meet the corporate objectives and Identify areas, which affect thecompany standards/image and develop and implement plans and procedures for further

improvement;

– Is accountable and responsible for ensuring safety and security of ground handling operationacross the region;

– Develop and implement effective procedures for Airport Services in accordance with thecorporate objectives and the regulatory requirements with due regard to other divisional/departmental requirements, ensuring high standards of service and maintaining the security

and safety of Airport and Ramp operations across the region;

– Control and negotiate all customer services contractual requirements within the region toensure that the company interests are protected. Liaise with head office for finalizing;

– Liaise with senior management of Engineering, Operations and other Departments with regardto common contractual needs and corporate objectives and Liaise with relevant internationalindustry bodies to protect the Company’s interests;

– Ensure that all administrative requirements of the department such as training, recruitment,contracts etc. are met;



40/579


CHAPTER 2

PAGE 14



RESPONSIBILITY

– Liaising with various regulatory authorities within the region to ensure a smooth operation in

the network;

– identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditions

or practices in a timely manner and be familiar with SMS;

– Promote safety culture in their region through training and awareness and Continuously

seeking ways to improve SMS.



41/579


CHAPTER 2

PAGE 15



RESPONSIBILITY

2.1.10 Manager DCS

The Manager DCS reports to Head of Ground Operation.

Qualification requirement - Educated to degree level with formal qualification in ManagementStudies/equivalent Or 5 years of relevant experience in required field and must have worked

extensively with multi national staff and have good working knowledge of DCS and airport system.Full awareness of airport operation is essential.

The key responsibilities of Manager DCS are:

– Responsible for timely implementation of Departure Control System across the network byliaising with station and the DCS provider;

– Responsible for analyzing and deciding the suitable connectivity based on the facilities

available at the airport; – Liaise with external providers, DCS administrators and other carriers and ground handlers

regarding access and any update if required on systems in use at each airport where Air Arabia is operating;

– Support outstations and Act as the focal point of contact for Airline Departure Control System,

in liaising with DCS provider;

– Responsible for trouble shooting and tracking the system issues and escalate to the systemsupport for immediate solutions;

– Responsible for PECTAB designing and testing as required by Air Arabia or the local regulationin coordination;

– Ensure the DCS system complies with Air Arabia requirements and update data as and when

required;

– Responsible for DCS database administration and updation for air Arabia and any other handled carriers;

– Responsible for negotiating and finalizing various contract related to Air Arabia ground Opskeeping the target to minimizing the expenses that may incur on air Arabia.

– Make sure that and assets such hardware used for DCS across network and the hubs thatbelongs to air Arabia are marked and maintained.

– Support business for any investigation that required any sort of DCS report.

– Complying APP requirements for various countries and act as technical point of contact for the

DCS vendor and the regulatory authorities;

– Identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditionsor practices in a timely manner and be familiar with company SMS policy.



42/579


CHAPTER 2

PAGE 16



RESPONSIBILITY

2.1.11 Airport Manager

The Airport Manager reports to the respective Regional Manager.

Qualification requirement - Educated to degree or equivalent to a Degree or Minimum 3-5 yearsexperience in Airport handling in Similar position, or in a supervisory level within a stations withmultiple departure and arrival flights with a knowledge in Passenger Handling, Ground Operations,

Cargo and Mail Services, DGR, Weight and Balance, Departure Control System, and AirlineReservation.

The responsibilities of Airport Manager are as follows :

– Observe and review all day to day operational issues at the station including check-in, safety

and security, disruption handling and service recovery in accordance with the laid downprocedure;

– Represent Air Arabia in liaising with various authorities at the station level and manage

efficiently the airport operation;

– Issue instructive plan to all handling agent staff and Provide efficient passenger Service;

– Conduct briefing and debriefing to the handling agent staff;

– Protect the Financial Interest of the company;

– Coordinate with the ground operation and flight operation during the disruption handling;

– Maintain constant liaison with the ground operation in the event of technical delay, obtain

briefed details and implement the recovery plan given;

– Monitor service level agreement and suggest action plans to improve service standards;

– Investigate passenger complaint and prepare detailed report to regional manager groundoperation;

– Ensure current edition /revision of manuals are readily available with all relevant offices and

staff personnel;

– Ensure appropriate information provided to the local authority if required;

– Ensure all advisories or circulars received from ground operation are transmitted to all relevantpersonnel;

– Ensure all incident/accident are reported to the head quarters using the approved format or through system and assist head quarters for further investigation;

– Ensure D.G related incidents are reported to all local authorities and the head quarters as per the procedure;

– Ensure daily flight handling reports, disruption reports and other reports send to the head

quarters without delay;

– Liaise with local authorities and internal departments and initiate actions as and when required.deal with passengers and important other issues on an exception basis;

– To ensure company uniform and grooming standard are being adhered to at all times;



43/579


CHAPTER 2

PAGE 17



RESPONSIBILITY

– Continuously promote the image of the company;

– Analyze performance and delay reports. Obtain reasons. Find solutions to resolve recurring

problems.

– Provide proposals related to improvement and rectification of passenger Service issues andrefer to the relevant departments.

– Responsible for airside safety and GHA performance monitoring.

– Oversee the baggage handling and register baggage handling complaint in to the baggage

handling system

– Monitor and trace lost baggage using baggage service system.

– Ensure adherence of policies and procedure laid down in the station operation manual.

– Conduct ground operation performance audit as and when required;

– Passengers entitled for STPC are handled as per company procedure/policy;

– Monitor excess baggage collection and meet the target;

– Identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditions

or practices in a timely manner and be familiar with company SMS policy.

– Encourage the GHA to report all occurrences, hazards, operational irregularities, unsafeconditions;

– Any other administrative or operational functions that may be assigned by Regional manager ground operations



44/579


CHAPTER 2

PAGE 18



RESPONSIBILITY

2.1.12 Security Officer - INDIA

The security officer - India reports to the Regional Manager Ground Operation.

Qualification requirement - Higher Diploma or Graduation in any discipline or Minimum 2 yearsexperience in Similar position in an aviation industry. Must completed basic aviation security

training and undergo refresher training to retain qualified security staff status.

the main responsibilities of chief security officer - India are:

– To implement all directions issued by the Appropriate Authority on aviation security and willalso be responsible in deployment of security personnel for security functions as per the

requirement of company and national authority.

– To ensure implementation AVSEC measures, supervision and coordination of security related

activities at airports, – To ensure implementation AVSEC measures, supervision and coordination of security related

activities at airports

– He shall be responsible for effective implementation of airline’s security programme.

– He has to work in coordination with Air Arabia security department to meet corporate securityobjectives;

– Perform routine ramp, counter, gate check and carrying out visual search on aircraft to protect

Air Arabia property and facilities.

– Monitor Air Arabia India regarding security and administration matters in order to be consistentwith the rules and regulation of Air Arabia security directives and procedures.

– Conduct a spot check and monitor loading/unloading of cargo & passenger baggage to createalertness among the loaders/handling.

– Ensure the safety and security of Air Arabia aircraft when assigned for high risk flights.

– Escort deportees and disruptive passengers whenever required.

– Willingness to participate as a trained go team member in case of an emergency.

– Assist in investigation process. – Conduct security inspections of all outstations as required.

– Identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditionsor practices in a timely manner and be familiar with company SMS policy.



45/579


CHAPTER 2

PAGE 19



RESPONSIBILITY

2.1.13 Airport Supervisor

The Airport Supervisor reports to the respective Airport Manager.

Qualification requirement - Educated to degree or equivalent to a Degree or Minimum 1 year experience in Airport handling in Similar position, or in a supervisory level within a stations with

multiple departure and arrival flights. knowledge in Passenger Handling, Ground Operations,Cargo and Mail Services, DGR, Weight and Balance, Departure Control System, and AirlineReservation is preferable.

– Coordinate, monitor, and manage the delivery of the activities and ensure all services are in

compliance with Air Arabia policies and procedures.

– Ensure team is well briefed on operational requirements during the shift.

– Ensure company revenue is protected especially by monitoring Go-Show and Excess

Baggage collection.

– Ensure check-in counters are closed on time and immigration/security functions are in order and brief APM in case of any shortfalls.

– Ensure adequate staff is available in all areas according to passenger booked loads.

– To ensure staff allocated duties are trained to do so.

– To ensure maximum staff utilization at all times, in all areas.

– Ensure boarding gates are allocated according to operational requirement and sufficient staff is

available.

– Maintain procedures so as to ensure that the relevant, Health & Safety and company policy

requirements place upon all operations are fully complied with.

– To ensure that safety is maintained, and all activities are in compliance with companyprocedures.

– To manage in setting priorities of work allocation during peak work periods, and times of

disrupted schedules and commercial constraints, to enhance the reputation of the company.

– To provide accurate, comprehensive reporting to APM.Review Operational daily requirements

and report to APM.

– Ensure all required paperwork, shift and delay reports are completed accurately and submit to APM.

– To take action as required to ensure all staff while on duty, perform their duties strictly inaccordance with company policy and procedure.

– To ensure company uniform and grooming standard are being adhered to at all times.

– To monitor handover to colleagues in an accurate manner prior to going home and manage all

staff on duty while on shift and be responsible for their actions;

– Identifying and reporting all occurrences, hazards, operational irregularities, unsafe conditions

or practices in a timely manner and be familiar with company SMS policy.

– Deputize Airport Manager in his absence



46/579


CHAPTER 2

PAGE 20



RESPONSIBILITY

2.1.14 Head of Cargo Operations

Head of Cargo Operations is responsible for Air Arabia Cargo Operations from the point of acceptance/delivery by warehouse up to the transportation of cargo to/from the aircraft. At

organization level, the Head of Cargo Operations reports all Cargo Operational Activities to theHead of Ground Operations.

For key duties and responsibilities refer Air Arabia Cargo Operation Manual.

2.1.15 Continuity of Supervision in the Absence of Nominated Postholder

The Nominated Post holder Ground Operations, in his absence, the succeeding individual is “The

Regional Manager Ground Operation”,

In the event of a planned absence from work, the Post holder concerned should identify a deputy

(or deputies), and communicate throughout the management (using a suitable communicationmedium), the delegation of safety and security responsibilities to the relevant deputy/deputies.”

The identified deputy will be acknowledged the deputation of responsibility to the post holder through an acknowledgment mail or letter.

In the event of an absence which is not planned in advance, where the absent person is unable to

carry out this task, his/her direct report should assume the responsibility of the absentee.



47/579


CHAPTER 2

PAGE 21



RESPONSIBILITY

2.1.16 Selection of Subcontractors

The Head of Ground Operations will assist the senior management in selection of the groundhandling companies in accordance with the laid down policy and procedure.

2.1.17 Ground Handling Assessment

in order to maintain company standards through out the subcontracted services, the company willconduct an assessment (Ground Handling Assessment) prior to the selection of subcontractors ..

The Handling Company Assessment for Aircraft Handling is a standard procedure and a tool to

inspect, assess and evaluate the ground operations standards with respect to the commonly

accepted industry standards and Air Arabia standards. It ensures the GHA has suitable facilitiessuch as:

– Building workspace and associated utilities;

– Support Equipment and experience;

– Other services including transportation and communication;

The Assessment focuses primarily on flight and personnel safety. Quality of service is taken into

account when appropriate.

The Assessment will also cover the following aircraft handling activities :

– Load control;

– Ramp handling and Ground Support Equipment;

– Cargo and mail handling;

– Passenger and baggage handling;

– Security and emergency response.

Each of these activities is inspected and assessed by using a checklist which covers the followingaspects :

– Services and providers;

– Training and qualification;

– Procedures and organization “availability and validity of the manuals”.

The Handling Company Assessment is conducted :

– Prior to contractual negotiations before start of operation to a new destination;

– Prior to contractual negotiations before change of a handling company.



48/579


CHAPTER 2

PAGE 22



RESPONSIBILITY

2.1.18 Handling Agreement

Based on the Handling Assessment Report company may engage in a contract in accordance with“IATA Standard Ground Handling Agreements” with an authorized Handling Company of an airport

to carry out Air Arabia’s ground handling operations safely. This contract will specify the serviceacquired from the external provider meets air arabia standard and technical requirements.

A copy of this SGHA shall be available with the Airport manager to have a better monitoring of theservices contracted with GHA. As the contract is confidential and shall not be disclosed to other

unless authorised by head quarters.

2.1.19 IATA Standard Ground Handling Agreements (SGHA)

Basically, IATA Standard Ground Handling Agreements (SGHA) consists of three parts :

1) Main Agreement;

2) Annex A;

3) Annex B.

A so-called Simplified Procedure requires only Annex B, but with an additional preamble that

includes the Main Agreement and Annex A in their standard wording without repetition of the full

text.

New ground handling agreements or changes of existing ground handling agreements concerning

load control or ramp handling functions may only be concluded after a Handling Company Assessment has been conducted by the Ground Operations Department.

The Responsible Manager must make sure that Air Arabia representatives know at least basicallyabout the locally agreed scope of services, The copy of Agreement will be kept at Head quarters.

This helps to identify arising deficiencies in the performance of the handling companies and mayinitialize a deeper monitoring of certain services.

2.1.20 Categories of Services

There are two categories of handling services.They are as follows :1) Ground handling services;

– Services listed in sections 1,2,3,4,5,6,7,11,12 and 13 of Annex A to the IATA Standard

Ground Handling Agreement (SGHA). (See Annex 2 SGHA: Annex A - Ground HandlingServices)

2) Technical services.

Generally, all maintenance services (sections 8 and 9 of SGHA) for Air Arabia aircraft are provided

by Air Arabia Line Maintenance or sub-contractors, which are contracted by Air Arabia Engineeringdepartment.

Services like exterior cleaning and engine start-up are also contracted by Air Arabia Engineeringdepartment.



49/579


CHAPTER 2

PAGE 23



RESPONSIBILIT

Documents

Ground Operation Manual