Handling agents should use the information …ops.easternairways.com/docs/full_manual/GOM WHOLE MANUAL.pdfHandling agents should use the information contained in the IATA Airport Handling

Eastern airways Ground Operations Manual

GROUND OPERATIONS MANUAL PAGE 1.1/1 GENERAL 040417

SECTION 1 INTRODUCTION

1.1 GENERAL The Ground Operations Manual contains information for handling agents involved in Eastern Airways scheduled and ad-hoc charter operations. Handling agents should use the information contained in the IATA Airport Handling Manual (AHM) alongside the content of this manual. Acceptance of a handling request from Eastern 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 handling activities and staff responsibilities are carried out in accordance with the scope contained within the latest downloaded copy of this manual and Ground Handling Instructions (GHI). The handling agent is responsible for ensuring that its staff are aware of the content and location of the Eastern Airways GOM & applicable Eastern Airways GHI, and that where necessary, the content has been integrated with the handling agents training and procedures. Disclosure of Client Information on Social Networking Sites Eastern Airways is committed to safeguarding the privacy of our clients during both Charter and Scheduled Operations. All staff must be aware of the risks and consequences of deliberately or inadvertently disclosing information about the identity and location of our customers whilst using social networking sites. With the current tendency towards the erosion of privacy safeguards, any information posted on networking sites has an ever increasing potential to be distributed far more widely than intended. All staff members must respect our obligations to client confidentiality and understand that this is an important facet of the service that we provide. WARNING: This document is distributed to external service providers using the internet and if printed becomes an uncontrolled document. Agents are to ensure that they have access to the latest version of this document for any planned operation involving an Eastern Airways aircraft.

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GROUND OPERATIONS MANUAL PAGE 1.1/2 GENERAL 040417

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GROUND OPERATIONS MANUAL PAGE 1.2/1 CONTACT INFORMATION 040417

1.2 CONTACT DETAILS Eastern Airways is based at Humberside International Airport in North Lincolnshire.

Headquarters Address: Eastern Airways Schiphol House Humberside International Airport Kirmington DN39 6YH

Headquarters Switchboard: Tel: +44 1652 688886 Fax: +44 1652 680899

Operations: Tel: +44 1652 688405 Fax: +44 1652 680899 SITA: HUYOOT3

Reservations: Tel: 08703 669100 +44 1652 680600

Fax: +44 1652 680606 SITA: HUYRRT3

Engineering: Tel: +44 1652 680693 Fax: +44 1652 688300

Ground Services Manager: Tel: +44 1652 681436 07867 392740 Fax: +44 1652 680899 Postal address as above Full name: Air Kilroe Limited – trading as Eastern Airways Website: www.easternairways.com IATA Designator: T3 ICAO code: EZE Call-sign: Eastflight UN

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GROUND OPERATIONS MANUAL PAGE 1.3/1 PRINCIPLES OF OPERATION 040417

1.3 PRINCIPLES OF OPERATION

Eastern Airways ensures the highest standards achievable for each and every customer, to ensure they want to fly with Eastern Airways on a repeated basis. Therefore, consistency of service must also be a feature inherent in our daily operation.

Our core principles are:

Safety Punctuality Service Reliability Value

Safety will always be our number one and unquestioned priority. This is paramount to running both a successful and trusted service. By operating modern, exceptionally well maintained aircraft and ensuring training to the very highest standards, this will always underline our focus on delivering an entirely safe operation on the ground and in the air.

Punctuality in the marketplace we operate within is paramount to our customers reaching their destinations as required and repeatedly selecting our services ahead of our competition. Wherever possible we shall do all possible to ensure our aeroplanes are operating on or as close to schedule as is possible.

Service - When traveling with Eastern Airways, we want to ensure a service that is above and beyond not only our competition, but any expectations levels passengers could have on a regional service. We regard our aeroplanes as flying lounges & thus treat our customers as privileged guests on-board. From in-flight product to staff service delivery, this should always be of an impeccable standard leaving our customers comfortable and having enjoyed their time with Eastern Airways.

Reliability - is fundamental to all parts of the service delivery chain. We do pride ourselves on offering not only a punctual but also a reliable schedule. We will always do our utmost to avoid cancellation as this is a failure to deliver the service we have offered our customers, even if this does mean operating later than scheduled. This will give our customers confidence that subject to matters outside of our control, we will fly our customer between the points booked.

Value - Not at the foot of the list because it is least important, but if any of the previous four aims are sacrificed, value will not be perceived to have been gained from the customer’s perspective. If we achieve our primary aims, then we will have delivered value in terms of meeting the customer’s expectation

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GROUND OPERATIONS MANUAL PAGE 1.3/2 PRINCIPLES OF OPERATION 040417


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GROUND OPERATIONS MANUAL PAGE 1.4/1 UNIFORM REQUIREMENTS 040417

1.4 UNIFORM REQUIREMENTS

The aim of this section is to highlight the importance of maintaining the highest standards of uniform presentation, whether an employee of Eastern Airways or representative of Eastern Airways. It is Eastern Airways’ aim to strive for excellence by achieving high standards of service. Our customers form part of their impression of the airline from the staff they meet throughout their journey. Eastern Airways expects the highest standard of service and presentation from our handling agents at all times. Employees of Eastern Airways must conform to the Eastern Airways uniform guide available on the company intranet.

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GROUND OPERATIONS MANUAL PAGE 1.4/2 UNIFORM REQUIREMENTS 040417


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GROUND OPERATIONS MANUAL PAGE 1.5/1 SAFETY REPORTING 040417

1.5 SAFETY REPORTING

Eastern Airways encourages the reporting of any incident or event with the potential to become an incident through our safety reporting system. General Safety Report forms (EA Form 600-2 GSR) can be found on the Ground Operations Manual webpage; http://ops.easternairways.com/ These forms can be completed and submitted electronically.

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GROUND OPERATIONS MANUAL PAGE 2.1/1 AIRCRAFT FLEET SPECIFICATIONS 040417

SECTION 2 - AIRCRAFT FLEET SPECIFICATIONS

2.1 AIRCRAFT TYPES AND CONFIGURATION

For aircraft handling information See the following;

BAe Jetstream 41

Appendix A SAAB 2000

Appendix B

ERJ 145 Appendix C E170 Appendix D

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GROUND OPERATIONS MANUAL PAGE 2.1/2 AIRCRAFT FLEET SPECIFICATIONS 040417


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GROUND OPERATIONS MANUAL PAGE 3.1/1 CHECK-IN TIMES 040417

SECTION 3 - PASSENGER HANDLING 3.0 CHECK-IN REFERENCE CARDS In order to assist check-in agents with specific questions relating to Eastern Airways Operation, a quick reference card has been created to cover the essential questions and check-in desk requirements. The quick reference cards are always to be used as part of check-in operations for all T3 & EZE flights, an example is included in APPENDIX 4. 3.1 CHECK IN TIMES

Check-in must be open 90-minutes prior to the STD of the flight.

Each flight must be checked-in from a separate check-in desk unless a rolling check-in system is applied whereby the desk is open constantly.

The closure of check-in for all T3 scheduled flights is STD-30. Once check-in has closed, passenger and baggage figures must be passed as soon as possible to central load control for the production of load sheets (J41 aircraft) and to the crew. The following general points should be noted:

A passenger who joins the check-in queue before the published closure time is considered to have arrived on time, even if, due to queuing, the passenger actually arrives at the front of the queue after official closure time.

Queue combing should be used where practical/necessary to ensure passengers are correctly identified as ‘on-time’ or ‘late’ based on the time at which he joined the queue. Where common check-in is used, queue-combing should also be used to call forward passengers just before a flight closes.

Late passengers (LMCs) may be accepted after check-in closure on the condition that there is no operational impact upon the on-time departure of the aircraft, this must be authorised by the Captain. Any delay on the departure of any aircraft must be authorised by T3 Operations.

Where there is the potential for a weight problem, check-in closure times should be strictly adhered to. Passengers who join the queue after published check-in closure time will normally be denied travel (without compensation) unless there is space / weight available and they can be accepted as and LMC (see above).

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GROUND OPERATIONS MANUAL PAGE 3.2/1 SEAT ALLOCATIONS 040417

3.2 SEAT ALLOCATIONS

3.2.1 Manual Seat Allocation On certain occasions, Eastern Airways will have the need to offer free seating at the point of boarding (whereby the passenger selects their own seat).

The safety of passengers is of paramount concern and certain passenger profiles (PRM) must NOT be seated adjacent to the emergency exits:

Physically and mentally handicapped persons including the blind, deaf and frail

Passengers under 16 and over 60 years of age

Expectant Mothers

Deportees or persons in custody

Obese persons

Passengers with a poor command of the English language

In preference manual boarding cards will have been issued even at the point of boarding to control the passenger seating arrangements. 3.2.2 Emergency Exits

It is recommended that wherever possible passengers are seated into seats adjacent to emergency exits and made aware at check in.

If it is not possible to seat passengers into the seats adjacent to the exit, due to weight and balance, then the nearest seat to the exit should be allocated.

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GROUND OPERATIONS MANUAL PAGE 3.3/1 IDENTIFICATION 040417

3.3 IDENTIFICATION

3.3.1 ID at Check-in All passengers (including children and infants) are required to produce a form of identification at the check in desk. However it must be noted it is not mandatory for domestic travel in the UK that photographic ID is presented.

Acceptable forms of identification are stated in section 3.3.2

3.3.2 Boarding Gate Checks In order to ensure that each passenger who is boarding the aircraft, and who is recorded as having placed hold baggage in the custody of Eastern Airways, is in fact the person who placed that baggage in the custody of Eastern Airways, the following must be done: Each passenger shall have his or her travel document checked (photographic ID). Please note: children and infants between the ages of 2 and 16 years travelling on our domestic service with an adult are required to produce the following acceptable forms of identification if no photographic identification listed below are available: Birth certificate NHS health record

The check of photographic ID is also required at check-in (including for those aged 16 years and over).

The check against the boarding card should comprise:

Compare name against boarding card/ticket and/or DCS Check the hold bag tag number (if applicable) Check photo

The following are acceptable forms of ID:

A valid passport An expired passport (domestic flights only up to two years after expiry) Valid EU national identity card Valid driving license (full or provisional are accepted) Valid armed forces identity card Valid police warrant card/badge Valid airport employees security identity pass A child on a parents passport is an acceptable form of ID Citizen Card or Civilian card Valid firearm certificate Valid Government issued identity card SMART card

Electoral identity card

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GROUND OPERATIONS MANUAL PAGE 3.3/2 IDENTIFICATION 040417

NUS card (National Union of Students) University/college ID card Company ID card of a nationally recognised company Council issued bus pass Young scot card Disabled badges which have a photograph of the holder

Boarding gate announcements calling passengers forward for boarding must ask passengers to have their boarding card and photographic identity available for inspection.

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GROUND OPERATIONS MANUAL PAGE 3.4/1 E-CIGARETTES 040417

3.4 INFORMATION NOTICES AT CHECK IN 3.4.1 Carriage of DG in baggage Dangerous goods information notices and CAA prohibited articles lists warning passengers as to the type of items which are forbidden for transport on board an aircraft must be available and prominently displayed in sufficient number by airport and handling providers.

Locations include but are not limited to: Where tickets are issued Where passengers check-in Aircraft boarding areas Baggage claim areas

In respect of Eastern airways airport ticket sales providers, staff must ensure that prior to any transaction being completed passengers are shown the dangerous goods notice and they have indicated they understand the restrictions. Prior to accepting excess baggage consigned as cargo you should first seek confirmation from the passenger that the excess baggage does not contain dangerous goods that are not permitted. Whereby there are suspicions that baggage may contain dangerous goods that are not permitted, you should seek further confirmation about the contents prior to acceptance. In accordance with DG technical regulations, no spare lithium batteries are allowed to travel in baggage loaded into the aircraft hold. Due to the JS41 POD being classed as an aircraft hold, carriage of spare Lithium Batteries on the JS41 fleet is restricted to carriage by persons in the cabin only. In order to ensure that passengers travelling on the J41 aircraft are not carrying any spare lithium batteries in their hand baggage, check-in agents are required to ask each passenger upon check-in, to declare if they are carrying spare lithium batteries in their hand baggage. Should a passenger confirm they are carrying spare lithium batteries, they must be removed from hand baggage to prevent carriage in the hold. Passengers are permitted to carry spare lithium batteries on board and must be advised of this. Eastern Airways prohibits the carriage of small vehicles powered by lithium Batteries such as hoverboards, air wheels and solo wheels.

3.4.2 E-CIGARETTE POLICY We operate a no smoking policy on board all of our aircraft and in all of our lounges. This includes the use of electronic cigarettes or any cigarette substitute device that emits a vapour or has a power source or produces a light. We do not permit electronic cigarettes to be charged within our lounges.

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GROUND OPERATIONS MANUAL PAGE 3.4/2 E-CIGARETTES 040417

Electronic cigarettes may be carried on board subject to the following conditions:

• Carried on person only • No refills • Strictly not permitted for use on board or outside any designated

smoking areas

At check-in, all passengers must be asked if they are carrying any electronic cigarette or cigarette substitute device. Passengers must be informed that they are only permitted to be carried in the cabin and not in hold baggage (this includes hand baggage for J41 flights). No refills are permitted either in the cabin or aircraft hold.

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GROUND OPERATIONS MANUAL PAGE 3.5/1 SPECIAL PASSENGER TYPES 040417

3.5 SPECIAL PASSENGER TYPES 3.5.1 SPECIAL PASSENGER SEATING Each aircraft has specific seating requirements for special passengers. At the point of check-in & subsequently boarding, ensure that such passengers occupy the intended seats to ensure flight safety is maintained.

Given the safety of passengers is of paramount importance, certain passengers must not be seated adjacent to the emergency exits when boarding which we ask you to advise at both the point of check-in & at the point of boarding. These include:-

Persons of Reduced Mobility (including the blind and deaf)

Persons who are elderly or frail

Children and Infants (whether accompanied or not)

Prisoners in Custody

Obese Passengers

Expectant Mothers

Those listed above are to be seated where they will not impede the crew in their duties, obstruct access to emergency equipment or in any way hinder the speedy evacuation of other persons.

Reduced mobility passengers are to be seated as close as possible to the floor level emergency exit: i.e. Row 3 on a J41

Special Passenger Seating by Row / Number:

Passenger type

J41 S20 ERJ145 E170

Children (UM)

8A, 9B, 9C Rows 2, 3 or 4 4A, 5A & 18A 17C, 17D, 18C & 18D

Obese Any except EE Any except EE Any except EE Any except EE Reduced Mobility

Rows 3, 4, 5 Rows 2, 3 or 4 4A, 4F, 5A or 5F

2A, 2D, 3A, 3D, 17A & 18A

Prisoner & Escort

9B & 9C 17B, 17C, 18B & 18C

Expectant Mother

8A, 9B, 9C Any except EE Any except EE Any except EE

Infant 8B, 8C, 9B or 9C

2A, 5A, 9A, 14A, 18A

Rows 7, 11, 16 & 19. Seats D & F

Rows 2 to 18 Seats C & D

Elderly Rows 3, 4, 5 Rows 2, 3 or 4 * - Only rows to contain oxygen facility for infants EE – Emergency Exit seats

On all flights, wheelchair and assistance passengers should be pre-boarded where it is practical to do so. Considerations should also be given to families with children/infants and other passengers requiring extra time to board.

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3.5.2 EXPECTANT MOTHERS, INFANTS AND CHILDREN Expectant Mothers Expectant mothers are permitted to travel up until their 28th week without any documentation. During the period of 28th week to 35th week we are able to accept travel upon the production of a medical certificate stating that they are fit to travel issued from a G.P. or appropriate medical specialist to reduce the risk of non-acceptance at the time of departure.

For a mother who is expecting more than a single birth, we are only able to accept for travel up until the 32nd week of pregnancy.

Passengers beyond the thirty-fifth week of pregnancy will only be carried under extenuating circumstances, and with the approval of the Company’s Medical Advisor.

Pregnant persons should be seated where they will not impede the crew in their duties, obstruct emergency exits or access to emergency equipment.

An adult is only permitted to travel with one infant. Should the passenger also have a child, that is permitted.

New Mothers Following giving birth, mothers who have given birth naturally are permitted to travel after 2 weeks (14 days)

If birth has been by caesarean section then the mother is not permitted to travel until after 6 weeks (42 days) after the section.

For any variance on the above, GP’s certification should be provided and he company’s doctor consulted before acceptance.

Infants Infants are such if aged below 2 years before or on the day of travel.

Infants must be a minimum of 2 weeks (14 days) old to travel for their own health and safety.

All infants must be booked to travel and so also must have a boarding card & valid form of identification.

When passing the figures to flight deck or completing your loadsheet, the stated number of passengers will be the number of adults & children checked-in plus the infant/s you have, i.e. +1. e.g.15+1 pax. This is because an infant sits on the parents lap with an extended seatbelt & does not have an allocated seat of their own.

Infants do not have a luggage allowance. A small collapsible pushchair up to 7kgs is permitted free of charge. Any additional items is subject to excess baggage charges and space availability in the hold

Wherever possible, try not to seat a mother or father with an infant next to another travelling passenger for reasons of comfort.

No infant seats are permitted and it is one infant per adult.

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The summary of infant restraint and age limits are as follows:

Children Children are aged between 2 years and below 16 years. There is no limits to the number of children an adult can travel with permitted they all have identification and all have a reservation.

Unaccompanied Minors An unaccompanied minor (UNMIN) is a child between the ages of 5 to 11 years inclusive travelling alone with no parent or guardian. This service can only be provided for this age group if requested at the time of making the reservation and is free of charge. The number of UNMINs accepted on a T3 flight is 4.

The relevant paperwork is sent out by our reservations staff and to be completed by the parent/guardian in advance of check in arrival. The paperwork is compulsory and so is vital and essential that the paperwork is completed. (If the original is forgotten you must ask for the details again.) The green copy is to be retained by you, the cabin attendant is to keep the yellow copy and the white copy is given to staff at the destination. Your copy should be placed in the folder in the office and retained for 6 (six) months.

We cannot accept UNMINS on multiple sectors.

For children travelling alone between the ages of 12-16 years inclusive, we can offer a Meet and Assist (MAAS). However, we do not offer an unaccompanied minor type of service. There is no requirement to complete any paperwork. The parent/guardian must remain at the airport for 30 minutes after the aircraft is airborne.

PROCESSING AN UNACCOMPANIED MINOR (UM) When checking in an unaccompanied minor the passenger’s parent or guardian must fill in an unaccompanied minor (UM) form.

The form must be filled in at time of check in.

Always make sure on the form you have names, addresses and telephone numbers of the parents / guardians who have brought the child to check in & who is collecting the child at destination Airport. In addition the name of the person completing the form must be included.

If checking in a J41 flight, always seat the UM on row 8 in seat A.

Ask the parent to stay with the UM until you have closed check in.

When passing the final figures make sure you tell the crew that they have an UM and the age as they will have to be pre-boarded

Less than 6 months (classified as ‘Infant’) Extension seat belt on adult’s lap

6 months – Less than 2 years (classified as ‘Infant’) Extension seat belt on adult’s lap

2 years or more (classified as ‘Child’ Passenger seat and seat belt

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Once check in closed collect the UM from the parent making sure that the parent stays at the terminal for 30 minutes after the aircraft is airborne

The UM needs to be boarded 5 minutes before the rest of the passengers and handed over to the cabin attendant who needs to sign the UM form and pass the green copy back to you at the departing station.

UM ON ARRIVAL AT DESTINATION AIRPORT The UM needs to disembark last.

Ensure the UM form is obtained from the inbound crew and is signed for between the crew and a ground staff member.

Stay with UM while they collect luggage and wait with them until the parent or guardian arrives who should also be in possession of some form of identification for you to check.

Parent or guardian must sign the UM form before UM is handed over.

A copy of the UM form is included in Appendix ‘C’ of this section. Handling of UNMIN(s) following divert Should an Eastern Airways flight carrying UNMIN(s) be diverted, the following process will take place;

T3 Operations will inform the divert station handling agent of the divert flight

Details of Special passenger types (UM/PRM etc) will be passed and a request will be made for the handling agent to provide a member of staff to escort the UNMIN.

Should ground transport be arranged, the handling agent will be requested to provide an escort for the UNMIN on the ground transport

If an escort is unavailable, the UNMIN will return to the origin station on the aircraft

If a return to the origin station is not possible, a member of Cabin Crew will accompany the UNMIN on the ground transport

3.5.3 Wheelchair passengers (WCHR) It is the responsibility of the Airport Authority to handle Passengers with Reduced Mobility (PRM). All PRM’s should be directed to the PRM help desk following check in.

As part of the PRM provision, Eastern Airways and its agents shall have made every effort to ensure the appropriate service provider at the departure and arrival airport have been advised including transit stations.

On the Jetstream 41 we do not accept passengers that are unable to walk the aircraft steps unaided (WCHC). We are not able to assist the passenger in any way so although this question should have been asked before making the reservations please repeat the question at check in. Should the passenger not be able to make the steps; we MUST deny boarding immediately. Under NO

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circumstances will we accept them as we are not insured to do so.

If a passenger travels able bodied with us outbound, but has had an accident before returning with us we are within our rights to deny boarding if the passenger is no longer able bodied.

Wheelchairs are excluded from the baggage allowance but must be tagged as an item to be placed in the hold. Please advise your baggage handling team of the arriving station that they should expect a wheelchair but ensure the passenger is advised they will not get this item until at the foot of the aircraft steps.

We are able to provide a lift-on/off service on the Saab 2000 & EMB ERJ aircraft and so the passenger does not have to be able to climb the aircraft steps. 3.5.3.1 Process for the Carriage of Mobility Aids Electric mobility aids are classified as “Dangerous Goods” because of the batteries used to power them.

Eastern Airways may accept electronic mobility aids for carriage subject to certain conditions. If these conditions are not complied with incidents can occur which, in the worst case, can result in a fire.

Currently Dangerous Goods can only be carried on the following aircraft: Jetstream 41 G-MAJK, G-MAJL, G-MAJW, G-MAJY, G-MAJT, G-MAJZ,

G-MAJU The Saab 2000 Fleet

References CAA SN 2112/003 for a detailed reference for the carriage of electric

mobility aids. ICAO Technical instructions IATA Dangerous Goods Regulations

Reservations Passengers are required to request carriage of a mobility aid at least 48 hours prior to travel.

Reservation staff will adopt the following process:

Forward the mobility aid form (Appendix B) to the passenger / flight booker, to be completed and returned.

On completion, the “mobility aid” form will be cross referenced to the BHTA (British Healthcare Trades Association) and then passed to the Operations / Ground Operations Manager’s in order to confirm carriage of the mobility aid.

Once confirmation of carriage has been received, the passenger will be contacted confirming acceptance or refusal of carriage for the requested flight.

Where possible passengers will be able to remain in their own wheelchair / mobility aid to and from the aircraft side. If required, they will be transferred to another wheelchair to take them to their

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seat on the aircraft. The passenger should be advised that some airports have stairs to

access gates and they may be required to be taken to a lift by the airport staff to access the aircraft level.

It is essential that both the origin and destination airports are emailed / telexed including the Transit station (for information only).

Carriage will be noted in the passengers booking and notification will be forwarded to the airport PRM provider.

NOTE: Should the aid not be included in the BHTA log it is the passenger’s responsibility to provide relevant written information to ensure the aid is suitable for carriage.

Written information from the passenger should be as follows:

Information confirmed against that published via the BHTA log Manufacturer’s written instructions in another format Written instructions from the PRM or carer Verbal instructions from the PRM, recorded by airline staff with a copy

witnessed by the PRM or carer Verbal instructions from the PRM, recorded by airline staff (not

witnessed) if a PRM cannot do this, has no carer or an airline is not concerned regarding liability following damage or refusal to carry

Eastern Airways Operations The Ground Operations / Operations Managers will work together by adopting the following process:

Once satisfied the mobility aid is acceptable for carriage (as confirmed by Operations Management) the Reservations team will be advised and confirmation will be passed to the passenger

Operations will note the relevant airplan for information to the crew. A copy of the completed ‘mobility aid’ form to be attached

Operations will inform the relevant handling agent(s) via email. A copy of the completed ‘mobility aid’ form to be attached

Check-in Check in agents, are to check the passenger booking for confirmation the mobility aid has been accepted for carriage.

The mobility aid will be tagged at check-in (Appendix A) and annotated with the passenger’s name and flight information.

Please Note: In the event of a special assistance passenger (who has not pre-notified) announces their intention to travel with an electric mobility aid at check in the following will apply: The handling agent should contact T3 Ops to advise they are currently ascertaining mobility aid information. Whilst every effort will be made to

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accommodate the travelling passenger, if due to time constraints or lack of information which cannot guarantee the safe carriage of the mobility aid, carriage will be refused. In the event a special assistance passenger can demonstrate that they pre-notified appropriately but the notification has not been transmitted by us as the operator the following will apply: The PRM provider will alert the handling agent. The handling agent will contact T3 Ops to advise they are currently ascertaining mobility aid information. T3 Operations will contact Reservations in an attempt to locate previous information. On obtaining this information the relevant Handling and PRM providers will be notified via a telephone call / email together with a completed copy of the mobility aid form. Whilst every effort will be made to accommodate the travelling passenger, if due to time constraints or lack of information which cannot guarantee the safe carriage of the mobility aid, carriage will be refused.

All efforts should be made to re accommodate the passenger.

If at any point of the process, ground personnel are not satisfied that the relevant information can be ascertained or that the mobility aid can be carried safely, carriage must be denied.

PRM Provider The airport PRM provider will be sent notification of carriage of the mobility item by the Reservations Department and the provider will assist the passenger to and from the aircraft.

The provider will dismantle the item (as required) and ensure the mobility item is safe for travel prior to handing the item over the loading agent. It is the operator’s responsibility to provide the following information:

That there is an electric wheelchair booked onto a flight Passenger and flight information Information on how to dismantle / put the chair back together How to make the chair safe for travel

The PRM provider will be responsible for completing and signing the Electric Mobility Aid Tag (Appendix A) however the Loading Supervisor responsible for ensuring the mobility aid will not operate will be responsible for signing his / her section at the bottom of the form. Ground Handling The Ground Handling provider will be notified of carriage by Operations Management via telephone and email. Loading, restraints and spreader board requirements will be discussed and coordinated at this time.

Refer to Section 2 of this manual and CAA SN 2112/003 Appendix A, para 5.4.

Loading It is the airport operator/PRM service provider’s responsibility, in conjunction with the PRM, to ensure that the EMA is properly prepared for carriage however Eastern Airways is ultimately responsible for the

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safety of the EMA once loaded onto the aircraft.

The person responsible for protecting the device from short circuit / inhibiting the electrical circuits will confirm this by signing the relevant section of the mobility aid tag. 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 if so whether use of the joystick results in the mobility aid moving. A quick check should also be made that batteries are securely attached to the mobility aid and battery terminals are protected from short circuit.

To confirm, there are a number of ways in which an EMA can be protected from unintentional operation and in the first instance the passenger should be asked how this can be achieved. This may involve the following actions:

Removing a key Deactivation using the joystick Deactivation of electric plugs or cables Insertion of an inhibiting plug

If it is evident that an electric mobility aid has not been made safe, it must not be loaded and it will be necessary to refer to personnel tasked with making the device safe.

Once the mobility aid has been made safe the item should be loaded and secured individually in order to prevent movement and damage from other baggage.

Wheelchairs / Mobility Aids with Non-spillable Wet Batteries or with Batteries which Comply with Special Provision A123 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 non-spillable wet batteries or with Batteries which Comply with Special Provision A123:

(a) Non spillable batteries must comply with Special Provision A67 or the vibration and pressure differential tests of Packing Instruction 872;

(b) the operator must verify: 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 inhibited

(c) the wheelchair/battery-powered mobility aid must be secured against movement in the cargo hold and must be carried such that it is protected from being damaged by the movement of baggage, mail or cargo;

(d) 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);

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the battery(ies) must be removed. The wheel chair 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.

(e) it is recommended that passengers make advance arrangements with each operator.

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 (eg broken leg) with spill-able batteries; (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. The operator must verify that: the battery terminals are protected from short circuits, eg by being

enclosed within a battery container; the battery is securely attached to the wheelchair or mobility aid electrical circuits have been inhibited; the wheelchair/battery-powered mobility aid must be carried such

that it is 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 wheel-chair 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 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 labeled with the “Corrosive” label and with the “Package Orientation” label.

The pilot-in-command must be informed of the location of a wheelchair or

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mobility aid with an installed battery or the location of a packed battery. It is recommended that passengers make advance arrangements with each operator; also that batteries which are spillable should be fitted with spill- resistant vent caps when feasible.

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 (eg 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) the operator must verify:

the battery terminals are protected from short circuits, eg by being enclosed within a battery container;

the battery is securely attached to the wheelchair or mobility aid Electrical circuits have been inhibited.

(c) mobility aids must be secured against movement in the cargo hold and must be carried in a manner so that they are protected from being damaged by the movement of baggage mail or other cargo;

(d) where battery-powered wheelchair 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 wheel-chair/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); 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(ies) from the device must be performed by following the instructions of the manufacturer or device owner;

the battery must not exceed 300Wh, or for a device that is fitted with two batteries required for operation, each battery must not exceed 160Wh;

a maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried.

(e) the pilot-in-command must be informed of the location of the mobility aid with an installed battery or the location of the lithium battery when removed and carried in the cabin;

(f) it is recommended that passengers make advance arrangements with each operator.

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EMA Loading Limitations The carriage of EMA is subject to available space in the aircraft hold. The EMA must be able to fit through the cargo door as follows:

Aircraft type Hold Volume Hold Weight Hold door dimensions

(Width) Hold door dimensions

(Height)

JS41 4.81m3(170ft3) 330kgs 4ft 5in (1.32m) 4ft 3in (1.22m)

S20 8.50m3(300ft3) 1200kgs 1.35m 1.3m

3.5.4 POTENTIALLY DISRUPTIVE PASSENGERS [Reg 300/2008 Annex 4.3]

Refer to the Disruptive Passenger Handling Instructions on the Eastern Airways intranet. Eastern Airways may carry potentially disruptive passengers. These passengers include: Persons in Lawful Custody; refer to Section 3.5.4.1 Deportees; refer to Section 3.5.4.2 Illegal Entrants; refer to Section 3.5.4.3 Inadmissible Individuals; refer to Section 3.5.4.4 The immigration and Nationality Department procedures provide for Aviation Operators to be informed when a person under the above listed categories is to be embarked on an aircraft. If a deportee has a record of violence or unstable behaviour the authorities will consider whether it is necessary to provide a police escort during the flight. In other cases of those listed, the Immigration service will advise the company of circumstances where the provision of a Police escort, Company or private security staff may be advisable to ensure the safety of the flight and no disruption to passengers. The UK Authorities will notify Police or the Immigration authorities in a transit or destination state of a deportation or removal where escort are necessary to effect that removal. The relevant Authorities will notify Police or the Immigration authorities in a transit or destination state, of a deportation or removal where an escort is necessary to effect that removal. A risk assessment, where appropriate, will be conducted by the relevant government agency. 3.5.4.1 Persons in Lawful Custody Persons in lawful custody are people either under arrest or convicted criminals under escort and are classified into four categories: CAT A Prisoners whose escape would be highly dangerous to the public or the police, or to the safety of the state. CAT B Prisoners for whom the very highest conditions of security are not necessary, but for whom escape must be made difficult.

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CAT C Prisoners who cannot be trusted in open conditions, but do not have the ability or resources to make a determined escape attempt. CAT D Those who can be reasonably trusted to serve their sentence in open conditions. Note: Eastern Airways will NOT carry CAT A or B prisoners Procedures for Carriage a) Information will be supplied by the Prison Service including a Home Office assessment of the classification at least two days prior to travel. This is to enable Eastern Airways to give consideration to the carriage, which the company has the right to refuse. b) The Flight Operations Director, the Chief Pilot and/or Ground Operations and Security Manager must be notified in writing of the circumstances at the point at which the flight is confirmed, particularly when an escort is required. c) The Operations Department will ensure the Captain is aware of all relevant details. d) The Handling Agents UK and Overseas are to be made aware. e) If a Transit stop is involved, or the flight is diverted, the persons under escort should remain in the aircraft after landing. If the flight is diverted the aircraft captain should notify the police or immigration authority at the airport concerned. If the persons must disembark, the police or immigration authority should be asked to assume responsibility for the decision as to the person’s admissibility into the state concerned and necessary, detention or onward travel arrangements. f) Reference to carriage of persons in custody MUST also be included in the Charter Brief. g) A minimum of one security escort must be on-board. h) Potentially disruptive PAX in Custody must wear hand restraints. i) Foot restraints must not be worn. j) Restrained PAX in custody must be escorted by security escort to the toilet. k) If security escorts are carrying firearms, then PAX in custody must wear hand restraints. l) No disclosure of the movement other than to official bodies and those parties with a direct interest. m) Pre-boarding – common practice. n) The PAX is to be seated in a window seat away from any exits. o) A pre-flight Safety Briefing must be given to advice guards how to fit lifejackets and oxygen masks to restrained passengers in the event of an emergency. (Oxygen mask only applicable in SB20, EMB ERJ and E170 aircraft).

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p) During the flight, only polystyrene or paper cups and spoons are permitted for used during the cabin service. Plastic cutlery and cups may be carried, for use during subsequent flights once the person in custody has disembarked. q) No Alcohol is allowed to be served to PAX in custody. r) If the PAX requires medication during the flight, this cannot be administered unsupervised. s) Flight Crew must not deviate from Standard Operating Procedures and must inform the Duty Pilot immediately, if asked to operate outside of these. 3.5.4.2 Deportees Deportees are people who have been ordered to leave a country in accordance with the provisions of a deportation order. Immigration may provide an escort at State or Carriers expense according to circumstances. Procedures for Carriage a) An Air carrier will be notified in writing, in advance by the competent authority of the plan to embark a deportee on board its aircraft. b) The Flight Operations Director, the Chief Pilot and/or Ground Operations and Security Manager must be notified in writing of the circumstances at the point at which the flight is confirmed, particularly when an escort is required. c) The Operations Department will ensure the Captain is aware of all relevant details. d) The Handling Agents UK and Overseas are to be made aware. e) If a Transit stop is involved, or the flight is diverted, the persons under escort should remain in the aircraft after landing. If the flight is diverted the aircraft captain should notify the police or immigration authority at the airport concerned. If the persons must disembark, the police or immigration authority should be asked to assume responsibility for the decision as to the person’s admissibility into the state concerned and necessary, detention or onward travel arrangements. f) Reference to carriage of deportees MUST also be included in the Charter Brief. g) A minimum of one security escort must be on-board. h) Potentially disruptive deportees must wear hand restraints. i) Foot restraints must not be worn. j) Restrained deportees must be escorted by security escort to the toilet. k) If security escorts are carrying firearms, then deportees must wear hand restraints. l) No disclosure of the movement other than to official bodies and those parties with a direct interest. m) Pre-boarding – common practice. n) Where possible, the PAX is to be seated in a window seat. PAX must be seated away from any exits. o) A pre-flight Safety Briefing must be given to advice guards how to fit lifejackets and oxygen masks to restrained passengers in the event of an emergency.

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(Oxygen mask -only applicable in SB20, EMB ERJ and E170).

p) During the flight, only polystyrene or paper cups and spoons are permitted for used during the cabin service. Plastic cutlery and cups may be carried, for use during subsequent flights once the deportee has disembarked.

q) No alcohol is allowed to be served to deportee PAX. r) If the Deportee require medication during the flight, this cannot be administered unsupervised. s) Flight Crew must not deviate from Standard Operating Procedures and must inform the Duty Pilot immediately, if asked to operate outside of these. 3.5.4.3 Illegal Entrants Illegal entrants are people who have unlawfully entered the UK in breach of a deportation order or of the immigration laws. HM Immigration may direct the removal of illegal entrants by the carrier bringing them to the UK or make alternative removal arrangements particularly when the inbound carrier is not known. Procedures for Carriage Refer to Section 3.5.3.2 Deportees. 3.5.4.4 Inadmissibles Inadmissible individuals are people who are refused entry to the UK, who are usually removed by the inbound carrier. Procedures for Carriage Refer to Section 3.5.3.2 Deportees. 3.5.4.5 Disruptive Passenger Assessment Factors that will have been taken into account in assessing whether or not a passenger may be disruptive are; a) A Record of violence or mental instability. b) Criminal Charges or Convictions. c) Political circumstances at the destination. d) Drug addiction. e) Threatening or unruly behaviour prior to departure. The following questions MUST be answered by the relevant Boarder Agency, and provided by the Charter Broker, at least two days prior to departure: a) How many security escorts will there be and will they be armed? b) Do the passenger(s) have any physical or medical conditions? c) Are the passengers likely to be disruptive? d) Do the passengers need wheelchairs? e) Are there any precautions the crew needs to take with these passengers?

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f) Is there any Additional Information about these passengers which we should pass on to the crew? 3.5.5 Immigration/passengers refused entry On international flights, and for passengers being checked in for an International connection, it is necessary to examine the Passport and check that the passenger has the correct documentation (in terms of passport and applicable visa) for any airport / country they are transferring through, as well as their final destination.

This check will take place at check-in, but for an International flight there will also be an additional double check at the gate to ensure that the passenger boarding the aircraft is the same person as the person who presented themselves at check-in.

In the event of any doubt regarding passenger documentation and visas, advice should be sought from Immigration.

3.5.6 Sick Passengers Any passenger who has recently undergone surgery or suffered any serious illness, especially coronary or respiratory disorders, will need to present if requested a certificate of fitness to fly. This will be issued by a G.P. or suitable specialist and must be presented at check-in.

In the case of major coronary surgery, a minimum of 14 days post surgery is required before travel is accepted.

3.5.7 Stretcher Cases

Eastern Airways regrets it is not possible to accommodate any form of stretcher onto any of its aircraft.

3.5.8 Seeing and Hearing Dogs

With the prior approval of the Operations, it may be possible for ‘seeing-eye’ dogs to be carried provided any Customs & Health regulations are met. Such requests must be made with reservations at the time of booking giving at least two weeks notice.

3.5.9 Smoking Smoking is not permitted on any Eastern Airways aircraft. Refer to Paragraph 3.4.2 for E-cigarette policy.

3.5.10 Disruptive Passenger Handling Refer to OM-B3 Annex ‘A’ Disruptive Passenger Handling Instructions under Safety Notices on the Eastern Airways intranet.

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GROUND OPERATIONS MANUAL PAGE 3A/1 APPENDIX ‘A’ MOBILITY AID TAG 040417

APPENDIX ‘A’ - ELECTRIC MOBILITY AID TAG

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GROUND OPERATIONS MANUAL PAGE 3B/1 APPENDIX ‘B’ MOBILITY AID FORM 040417

APPENDIX ‘B' - EASTERN AIRWAYS POWERED MOBILITY AID INFORMATION FORM

Date…………………………Name…………………………………………… Tel…………………… Mobile…………………… Email…………………………....... Flight Number…………….. Date of Travel………………. Booking ref……………... Customer contact information Address……………………………………………………………………………………. Postcode……………………………… Mobility aid details Make…………… Model………….. Weight…………..kilos Height……………..cm Width…………….cm Length…………….cm

List all removable parts (tick all markings that apply) Parts that stay with Parts that stay with the chair the customer ……………………Headrest………………… ……………………Leg rests…………………. ……………………Arm rests………………… ……………………Wheels…………………… ……………………Seat cushion……………… ……………………Chair back……………….. ……………………Tray……………………… ……………………Belt, Straps……………… ……………………Side protectors…………… ……………………Joystick…………………... ……………………Others…………………….. Please provide details of how the mobility aid circuits can be inhibited: ……………………………………………………… ……………………………………………………… ……………………………………………………… ………………………………………………………

Battery Type Dry Cell (non-spillable) Battery weight……… Wet Cell (spillable) Battery weight …………… Lithium Battery weight……………..…………. Is the mobility aid key operated? Yes No Location of key………………….. Location of brake release Rear right Rear left Front right Front left Is the mobility aid collapsible? Yes No

For confirmation of acceptance of carriage distribute to: Ground Operations Manager Operations Manager Acceptable for carriage Yes No

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GROUND OPERATIONS MANUAL PAGE 3C/1 APPENDIX ‘C’ UNMIN FORMS 040417

APPENDIX ‘C’ - UNMIN FORMS This form is required to track an Unaccompanied Minors journey and to ensure that a signature and name is received for each handover point.

Any receipts obtained for an Unmin, must be completed and submitted in the daily flight envelope.

An Unmin must not board the aircraft and travel without a signed receipt. Should this situation occur, the crew will contact the Duty Pilot immediately and submit an ASR.

The paperwork includes three copies (coloured white, green and yellow). On the initial handover Cabin Crew must sign for receipt of the UNMIN and the GREEN copy must be handed to the Dispatcher at the departure airport. The YELLOW and WHITE copies are carried with the UNMIN. On arrival, the receiver signs and takes the WHITE copy. The YELLOW copy is retained by Cabin Crew and returned via the flight envelope.

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GROUND OPERATIONS MANUAL PAGE 3D/1 APPENDIX ‘D’ CHECK-IN REFERENCE CARD 040417

APPENDIX ‘D’ – CHECK-IN REFERENCE CARD

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GROUND OPERATIONS MANUAL PAGE 3.6/1 CABIN BAGGAGE 040417

3.6 CABIN BAGGAGE

All passengers are permitted to carry one piece of cabin baggage weighing 10kg. The maximum individual piece size is 56cm x 45cm x 25cm. As per DFT regulations, there are to be no sharp items or anything dangerous in the cabin baggage. (These items are classified as sharp or dangerous, penknives, scissors, nail scissors, nail clippers, manicure kits, knives, sewing kits, needles, syringes, knitting needles, razor blades). The list of prohibited articles for cabin baggage is at Chapter 4 – list 4-C, and the list of prohibited articles for hold baggage is at Chapter 5, 5-B. Exceptions to these are safety blades and also medication for diabetes or any other medication evidenced as being required for use during the flight – this may be angina or anti-allergy (epi-pen) medication etc. These needles and medication must be cased correctly and the passenger will need to advise security. The crew must also be made aware of any passenger carrying needles for medication purposes. The process for tagging POD bags is to take place at check-in by the check-in agent as the bag is weighed. During the check-in phase, the hand baggage tag number must be recorded on the hold baggage manifest against the passenger name along with flight number and flight date under the heading ‘Other’. This process will ensure that all hand baggage to be placed in the ‘POD’ is manifested against the specific passenger for reconciliation. (No item of baggage must be placed into the POD without first being tagged and manifested). The passenger must be given the tear off strip containing the bag tag number. The dispatcher must cross check baggage on the valet trolley against that on the manifest prior to going into the POD and a separate bingo sheet must be used to record the bag tag number. For J41 operations, the check-in agent must advise the passenger that their hand baggage will be placed into a valet cart at the aircraft steps so they will need to remove anything that they may wish to take on board. Baby buggies and push chairs must be checked in and tagged as hold baggage, although they may be taken to the aircraft steps before folding and loading into the hold. 3.6.1 Aircraft change In the event that there is an aircraft change resulting in the J41 being used in place of a S20 or EMB aircraft, then the above procedure is to be followed. Should the aircraft type change take place after the check in process has been completed, then all hand baggage must be tagged with the hand baggage tag number recorded manually on the hold baggage manifest against the passenger name under the heading ‘Other’. The passengers must be advised of the process of surrendering their cabin bags at the aircraft steps.

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3.6.2 Crew bags The above procedure for the J41 hand baggage tag process will be applicable to all Eastern Airways crew (operating or positioning) that require hand baggage to be placed into the POD. It is the responsibility of the handling agent to tag and manifest such bags against crew names on the hold baggage manifest for the appropriate sector under the heading ‘Other’. The dispatcher must ensure that hand baggage labels are available at the valet cart to tag and manifest any operating / positioning crew baggage. 3.6.3 Transit bags On routes where the aircraft will make a transit stop the following procedure must be used for transit hand baggage; The handling agent at the point of departure, must record on the hold baggage manifest, any hand baggage which is a transit bag. The bag must be tagged with a ‘Transfer’ tag. This will assist the handling agent at the transit point in offloading from the POD, only those bags to be reclaimed from the valet cart at that destination. The passenger surname must be written on the cabin baggage label. Notification of transit pax names must be sent to the transit station. The transit station must cross check the surname on the cabin baggage tag with the transit pax names from the departure airport to ensure that those bags that remain in the POD are for onward transit only. These must be recorded on a bingo sheet. Any transit hand baggage in the POD that cannot be reconciled, must be identified prior to departure or offloaded. Passengers should not be allowed to disembark and leave a ‘POD bag’ on board. Any bag that does become ‘unaccompanied’ must be offloaded. If it is to travel by air at some stage, then it must be treated as unaccompanied hold baggage in accordance with Section 5.3.3 – Security controls for unaccompanied hold baggage. 3.6.4 Use of hand baggage labels Hand baggage labels must be used to ensure that all hand baggage is reconciled against the passenger name. Any excess or oversized items which are not suitable as hand baggage, for any aircraft type, must be tagged with hold bag tags and loaded in the aircraft hold. These over-sized items must not be returned to the side of the aircraft and must be reclaimed in the normal manner. The hand baggage tag process as described above does not apply to operations utilizing the S20 or EMB aircraft as passengers do not need to surrender their cabin bags at the aircraft steps.

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Eastern Airways cabin baggage tags can be requested by emailing: [email protected] 3.6.5 Reconciliation of J41 hand baggage weights The maximum weight of the J41 POD (Hold 4) is 158kgs. Should the loadsheet indicate that the combined weight of the hand baggage is more than 158kgs, it will be necessary to move a number of bags to hold 6. In order to ensure the hand baggage to be moved to hold 6 is correctly reconciled with the weights recorded in the check-in system, the following must be done; Identify the passenger bags to be moved to hold 6 to ensure the POD weight

is below 158kgs Cross check the passenger name from the check-in system with that

recorded on either the bingo sheet or on the hand baggage tag to ensure the correct baggage is identified

Ensure the loading team identify the correct bags to be loaded into hold 6 Ensure that the loadsheet and the bingo sheets for each hold are correctly

amended

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SECTION 3 PAGE 3.7/1 HOLD BAGGAGE 040417

3.7 HOLD BAGGAGE

The weight restriction for total baggage is 25kgs (including hand baggage). There is no limit to how many bags the passenger is permitted to carry as long as they are within their allowance but again please use your own initiative.

Please be aware that under no circumstances should an item of luggage weighing 32kg or more be checked in. This is in line with current health and safety laws. Also any bag with a weight in excess of 15kg must carry a “Heavy Bag” tag to ensure such a bag can be identified prior to lifting to reduce the risk of injury during loading & unloading.

The passenger’s attention must be drawn to the prohibited articles list and dangerous goods list at check in. The latest excess luggage charge can be obtained from Eastern Airways Reservations department.

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SECTION 3 PAGE 3.7/2 HOLD BAGGAGE 040417


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GROUND OPERATIONS MANUAL PAGE 3.8/1 FIREARMS 040417

3.8 FIREARMS

Refer to Section 9 Dangerous Goods

For additional information or assistance, pleased notify Humberside Operations who will contact the company Dangerous Goods Manager / Security Manager.

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GROUND OPERATIONS MANUAL PAGE 3.8/2 FIREARMS 040417


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GROUND OPERATIONS MANUAL PAGE 3.9/1 WEIGHT AND OFF-LOAD PRIORITIES 040417

3.9 WEIGHT PROBLEMS AND OFFLOAD PRIORITIES

Weight problems may be encountered on flights booked to full capacity with heavy baggage loads, or where weather or runway conditions impose a payload restriction.

In the event of any weight problem, it is Eastern Airways policy to offload volunteer passenger(s) and their baggage or, in circumstances when there is another flight to the same destination during that day, to offload baggage (with the passenger’s knowledge).

It is therefore vital that, in the event of a heavy load, the aircraft crew are made aware of the possible problem, and are passed their figures as soon as possible to make contingency plans.

It is vital that whenever passengers are offloaded, their baggage is removed from the flight. This is a Security requirement, and must be adhered to.

The following classes of passenger should NEVER be offloaded:

Unaccompanied Minors Wheelchair passengers or Passengers requiring assistance

Full details of Eastern Airways offload priorities can be found below:

The following priorities (Items are listed in order of off-load) are to be adhered to when an Eastern Airways flight is overweight:

1) Company Stores (unless AOG) 2) Staff and third parties travelling on rebated tickets (refer to staff

onload priority codes) 3) Unaccompanied baggage and Rush Bags 4) Excess Baggage 5) Revenue Freight 6) Courier Mail 7) Voluntary offload passengers AND their baggage 8) Last passenger checked in to flight AND their baggage 9) AOG Stores

Staff booking codes A number of booking codes are used within the booking system for Staff related travel. Reservations will show either HK status which means they have a confirmed seat or MM for standby. In addition to duty travel, E class is used for non-revenue tickets such as complimentary and competition winners.

Please note: A reservation booked in E class does not automatically mean passengers are on standby.

A priority code may be shown as follows:

001 ID00s priority code is a top priority code and is only issued

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GROUND OPERATIONS MANUAL PAGE 3.9/2 WEIGHT AND OFF-LOAD PRIORITIES 040417

against a confirmed seat. These passengers should not be off loaded.

007 ID00p Priority code is issued also against a confirmed seat but a 001 has priority over this code should an off load be necessary

013 ID00 priority is a standby passenger travelling (normally EA Staff) and on the passenger list sent to the Airport shows SA for standby against the name.

OTHER PRIORITY CODES USED FOR THE TRAVEL INDUSTRY 006 ID50 priority code confirmed seat for industry discount 50%

revenue of full fare value. 008 AD50 priority code confirmed seat for Agents discount 50%

revenue of full fare. 009 ID75p confirmed space for industry discount 25% revenue of full

fare (only for special agreements with specific airlines) 010 ID75 standby seat for industry discount 25% discount revenue

of full fare value 011 AD75 standby seat for Agent discount 25% revenue of full fare

value 012 ID90 standby seat for industry discount 10% revenue of full fare

value

SSR REMARKS FOR CHECK-IN AGAINST A PRIORITY 001 ID00S MAY ALSO STATE NOT OFF LOAD.

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GROUND OPERATIONS MANUAL PAGE 3.10/1 DENIED BOARDING 040417

3.10 DENIED BOARDING

Eastern Airways do not operate an overbooking policy. This means that everyone that has a reservation has a confirmed seat (With the exception of positioning staff members who will show as standby)

Once your respective load control, dispatcher, crew or Eastern Airways Operations have confirmed we have an overweight situation we always ask for volunteers first. Please ensure this is communicated at the earliest opportunity to Eastern Airways Operations as an operational decision to accommodate passengers in preference to baggage may be made.

If there are no volunteers we involuntary deny the last checked in passenger/s, irrespective of class booked. If we are looking for one single offload then avoid at this point offloading multiple checked in passengers.

We would always try to off load passengers before resorting to off loading baggage. This is to save multiple passengers being inconvenienced as opposed to one passenger. The only exception to this is if it is the last flight of the week. You must always seek staff passengers to offload first in every instance, following the specific request advised by operations. A delay may be imposed to accommodate such activity.

Voluntary compensation is equivalent of GBP100 maximum. Involuntary compensation is GBP100 minimum. Passenger to contact Eastern Airways Customer Relations for full claim details.

In addition to the above, the passenger is entitled to one of the following options:

1) Rebooking for the next available service irrespective of fare class availability.

2) Rebooking at a later date, subject to original fare class availability and conditions.

3) A full refund of any unused Eastern sectors. The reservation will need to be altered to enable them to be checked in for the next available flight. Also issue the passenger with refreshments vouchers or arrange hotel accommodation and transfers if the next available service means an overnight stay.

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GROUND OPERATIONS MANUAL PAGE 3.11/1 DIVERSIONS 040417

3.11 DIVERSIONS

Where aircraft have to divert from their scheduled destination airport, Eastern Airways will make every effort to ensure passengers receive forward transport to that destination.

Once the diversion airport is ascertained, Handling Agents will liaise with Eastern Airways Operations where a decision will be made regarding the onward transport of both inbound and outbound passengers.

Where a decision is made for passengers to be sent by road transport to their airport of destination, or from their departure airport to the airport where the aircraft has diverted; Handling Agents will be requested to organise said transport to the required airport with minimum delay. Messages with ETD of road transport and passenger numbers and their names should be forwarded to the destination airport and to Eastern Airways Operations as soon as possible.

It is vital that passengers are kept fully informed with delay information at regular intervals. Particular attention must be paid to unaccompanied minors and PRMs by arranging/offering a courtesy call to parents/guardians where applicable. Passenger welfare arrangements will be appropriate to the time of day and length of delay. Eastern Airways Operations will authorise the use of LRV vouchers.

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GROUND OPERATIONS MANUAL PAGE 3.11/2 DIVERSIONS 040417


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GROUND OPERATIONS MANUAL PAGE 3.12/1 DELAYS AND CANCELLATIONS 040417

3.12 DELAYS AND CANCELLATIONS

[EU REGULATION 261/2004]

In times of operational disruption, communication is key to help minimise delays and to provide accurate information to passengers. As our appointed handling agent, you are representing Eastern Airways and are providing the customer service on behalf of us to the passenger. It is imperative that the disruption information that is provided by T3 Operations is acted on quickly. When disruption occurs:

T3 Operations will call the handling agent to pass on: the delay reason; next information time;

or estimated departure time;

or if the flight is cancelled, what the passenger options are; The value of LRV’s to be issued if applicable

We expect passengers to be informed of the above upon verbal instruction from T3 Operations.

T3 Operations will follow up with an email disruption notice to the handling agent reflecting the above (this will be sent within 30 minutes of the verbal instruction)

The handling agent must:

Ensure that staff handling the flight are aware of the disruption information. If there is any uncertainty, you must call T3 Operations to confirm. This must be done before passengers are informed to avoid misinformation.

Communicate the disruption to all passengers. Update the Airport systems with the next information time / ETD or flight

cancelled message. Ensure that the handling agent is visible to the passengers throughout

the disruption. When communicating disruption to the passengers, only the information given by T3 Operations must be passed. It is not acceptable to provide personal opinion either of the delay reason or timings. Agents must be considerate when discussing the disruption internally that it is not within earshot of the passengers.

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If limited or no information is available, ensure passengers that when further information is available, they will be informed. If further information is needed or clarity regarding what delay reasons to give to passengers, call T3 Operations. If we offer rerouting at the earliest opportunity (including ground transport on the day in question), we will not provide overnight accommodation if pax chooses to rebook for the next available flight. Exception is PRMs and UMMR who have confirmed their requirements in advance. All pax who take full ground transport (not part flt/part ground) to receive a £10 LRV to purchase refreshments for the journey. When ground transport is not an option (because of the length of journey or road conditions):

HOTAC to be provided to pax who are away from home with group transport to and from the airport and evening meal allowance up to £15.00

Do NOT authorise taxis to take people back to their local/home address. Connecting Passengers Always ensure this is checked and there is a clear line of communication between CS/Ops/Handlers of what options are available for these passengers. Providing accurate, quick information to the passenger gives a better perception of customer service. LRV information UK

LRV s will be issued AFTER a delay to STD of 2 hours. The amount will be £5.00 (and £5.00 for each delay period of 2 hours)

If the delay to STD is expected to be, for example, 4 hours from the outset (i.e. 722 departs at 0640 but not going until 1000) £10.00 can be issued OR the option of lounge access (where available) instead of LRV.

LRV amounts will be notified by T3 Operations. Canx and rebooking for next service same day - £10.00

France

€10,00 for the initial 2 hour delay. T3 Operations will advise the amount for subsequent delays.

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3.13 Disclosure of Passenger Names Requests are often received for information as to whether a particular passenger is travelling on a certain flight, usually on arrival but sometimes on departure. Whenever such a request is received the information should be courteously refused.

The reason for this is that when a passenger travels on an Eastern Airways flight, it is a matter strictly between themselves and Eastern Airways. They may have a very good reason for not wishing anybody to know their travel arrangements.

Eastern Airways also has a legal responsibility to protect the personal information it holds on passengers under the “Data Protection Act”. There may be circumstances where a travelling passenger asks us as the airline to convey a message to an individual, in which case that responsibility is absolved in as far as conveying the given message.

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3.14 Flight Interruption Manifest (F.I.M.) The purpose of a “Flight interruption manifest” (F.I.M) is to enable us to reroute passengers (pax) on other airlines or carriers during periods of disruption. The F.I.M expedites the transition from our airline to the other carrier and in essence acts as a ticket written by our ticket desks or handling agents.

Disruption can come in several forms i.e. the aircraft may be unserviceable (U/S) in which case we may have to try and reroute all our pax on that particular flight.

It could be that the aircraft is over weight and we need to reroute just one or two pax after being denied boarding with ourselves.

An aircraft being over weight can be the result of several reasons; the captain may have needed to load extra fuel due to inclement weather either en-route or at the destination. Or it could simply be a case of an over booking situation or even an unusually large amount of baggage.

In either case where we are unable to carry a passenger (pap) we will endeavour to get them to their destination

When we become aware that we have the requirement to reroute pax we must in the first instance we need to ascertain how many pax and which pax we will reroute.

We can then start to complete the F.I.M.

The actual F.I.M is a very basic form and easy to follow with clear instructions printed on the front page on which party receives which page and what details are required to be completed. See below. UN

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Airline of origin Airline code & Flt No Reason for disruption

Origin & Destination New carrier code & Flt No Originator code & (E) Ticket Details

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3.15 Use of Sub-chartered Aircraft Occasionally it may become necessary for Eastern Airways to sub-charter an aircraft from another operator. This may be to cover short-notice operational or technical problems, or may be planned longer term to cover maintenance inputs on our own aircraft.

The exact method of handling will tend to vary depending on the operator concerned and the aircraft type, and in the case of short-notice sub-charters, the Eastern Airways Operations Department is the main contact in defining the responsibilities of each party. Below are listed a few general points regarding sub-charters:

Where practical, we will try and arrange for all handling to be carried out by our own handling agent. However, certain operators may insist that their own representative handle them for certain aspects of the operation, most notably the ramp. In this instance it is essential that local procedures and responsibilities are agreed between Eastern Airways handling agent and that of the chartered airline.

Eastern Airways will normally send a representative of our Cabin Crew on board a sub-chartered aircraft for Customer Relations purposes. Before check-in is opened, please ensure a seat is reserved for this member of staff who should be booked on the PNL.

In general, the crew of a sub-charter aircraft will produce their own manual load sheet. The dispatcher should provide the crew with a breakdown of Males/Females/Children/Infants in addition to the quantity of baggage etc. In addition, the crew may require details of passenger distribution in the cabin if seat numbers have been allocated.

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GROUND OPERATIONS MANUAL PAGE 3.16/1 PAX CARE – POST DISRUPTION 040417

3.16 PASSENGER CARE HANDLING – POST DISRUPTION The primary focus must always be on welfare, care and service delivery, derived primarily from improved communications and a coordinated plan of action.

Whilst this additional passenger care may be as a result of an operational incident this care should not be limited to an on board experience.

As the Eastern Airways airport representatives you become Eastern Airways in the delivery of passenger care. All operational staff and handling agents are responsible for the implementation of the procedure.

3.16.1 Flight Crew The Captain of the inbound flight will inform the ground handling agent that passenger care is required. At the earliest opportunity the Captain will contact Humberside Operations and advise the reason for the return to stand or diversion. The Captain will confirm the information provided to the passengers and any other considerations such as UNMINS, children or other ‘specials’ on board.

3.16.2 Eastern Airways Operations On receiving the brief from the flight crew, Humberside Operations will communicate with the handling agent. This communication will include:

Nature of the incident How the incident was handled by the crew What information was passed to the passengers by the crew Additional ‘Special’ information

The flight recovery plan should not be time driven to the detriment of passenger care. 3.16.3 Handling Agent The most senior member of staff present on shift is to approach the Captain to establish that both parties agree with the information and instruction received from Humberside Ops. Any contradiction should be clarified at this point.

3.16.4 Care Guidelines Following passenger disembarkation, the nominated handling agent will be responsible for reassuring and managing the welfare of the passengers. In the first instance the senior member of staff should oversee the passengers. Responsibilities are to include assembly of the passengers together in a suitable are and carry out the following:

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GROUND OPERATIONS MANUAL PAGE 3.16/2 PAX CARE – POST DISRUPTION 040417

Obtain the passenger flight list and take note of any specials such as UNMINS, mother and child, WCHR pax etc and contact next of kin

Offer regular information updates Offer care and assistance and arrange rebooking / refund options in

accordance with Eastern Airways guidelines for delays and cancellations.

Any special requests should not be ruled out – liaise with Eastern Airways and Customer Relations.

Offer assistance with calls and messages. Offer of drinks and snacks. Agent to remain visual to the passengers at all times.

At all times the safety of our passengers, crew and aircraft, remain the priority of the operation. All decision making should be carried out in a well coordinated manner ensuring consistency and should remain in the interests of all concerned.

In the case of a full emergency situation do not wait to initiate instructions to handle the incident. Handling agent to provide a summary of the event to Humberside Operations / Customer Relations.

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GROUND OPERATIONS MANUAL PAGE 3.17/1 LOST BAGGAGE 040417

3.17 LOST BAGGAGE

When a bag is damaged, pilfered or missing you will need to complete a Property Irregularity Report (P.I.R). When completing a P.I.R you need to take the passenger full details and as many references to the bag as possible.

There are 3 possibilities which we do not wish to be seen speculating when dealing with pilfered baggage (pilfered - “where items are reported or known to be missing from a piece or pieces of luggage”). These are:

Fallen out due to ill packing of the bag by the passenger

The item was never packed in the first instance

The item has been stolen

A P.I.R form (see next page) is only to be completed if the incident is reported immediately and directly from the passenger at the airport. The top white copy to be given to the passenger and a copy faxed to Customer Relations. After this time the passenger should be advised to report the incident to the police, contact their insurers or put their claim in writing and to be received no later than 7 days from the date of travel.

Scuffs, dents and cosmetic damage are all classed as general wear and tear and therefore this is out of the control of Eastern Airways. The damage should be assessed by yourself and your honest opinion given. If the damage is minimal refer the passenger to their own insurer.

In the event of a bag “missing” please ensure everything is done to get the bag to the passenger as soon as possible. In the first instance ask the ramp operative to re-check the inbound aircraft and also ring the airport of origin. (If the bag has been interlined we will not take any responsibility for this. We will endeavour to get the bag to the airport at which it should have arrived at but we are not responsible for getting the bag to the passenger. For passengers staying away, we do pay interim expenses of £25.00 per 24hours to a maximum of £75.00 upon production of valid receipts. All claims are to be forwarded to Customer Relations.

If you are aware a bag is arriving on a flight please make arrangements in advance to ensure a “speedy” delivery to the passenger. We do have designated couriers and so you should always make use of these in the first instance. If it is outside the delivery times and the passenger is staying away from home but staying locally, organise delivery by taxi. If the passenger is going home and lives locally arrange for a same day delivery by designated courier. If not local or outside courier times, arrange a next day or overnight delivery with the appointed couriers. UN

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GROUND OPERATIONS MANUAL PAGE 3.18/1 FLIGHT DISRUPTION REPORT 040417

3.18 FLIGHT DISRUPTION REPORT – FEEDBACK TO CUSTOMER SERVICES

In the event of disruption, a daily disruption report must be completed and emailed to [email protected]

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GROUND OPERATIONS MANUAL PAGE 3.18/2 FLIGHT DISRUPTION REPORT 040417


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GROUND OPERATIONS MANUAL PAGE 3.19/1 BOARDING ANNOUNCEMENTS 040417

3.19 BOARDING ANNOUNCEMENTS

The following announcement templates must be used on all Eastern Airways scheduled services. BOARDING CALL “Good morning/afternoon ladies and gentlemen, Eastern Airways flight T3XXX to XXX is now ready for boarding through gate XXX. Would all passengers please come forward for boarding ensuring that all portable electronic devices are now switched off, your identification is open at the photograph page and you boarding card is ready for inspection. On behalf of Eastern Airways, we wish you a pleasant flight.” DISRUPTION ANNOUNCEMENTS Delay due to a technical fault “Ladies and gentlemen, this is an announcement for passengers travelling on Eastern Airways flight XXX. Unfortunately due to a technical issue this flight will be delayed. Eastern Airways is working to quickly rectify the problem. We apologise for the inconvenience, passenger safety is our absolute priority and the aircraft will depart as soon as the engineer confirms it is serviceable. A further update will be provided in 30 minutes time with further progress.” Update Announcements No information due to continued efforts to fix the aircraft “Ladies and gentlemen, this is a further announcement for passengers travelling on Eastern Airways flight XXX. Eastern Airways are still working to rectify the technical problem as soon as possible. (When applicable) We will shortly be providing light refreshment vouchers and invite passengers to come forward to gate XXX. A further update will be provided in 30 minutes time with further progress.” Aircraft cannot be fixed and a replacement aircraft will be used (T3 or sub charter) “Ladies and gentlemen, this is a further announcement for passengers travelling on Eastern Airways flight XXX. Unfortunately due to ongoing technical issues there is a further delay to your flight. Eastern Airways is sending a replacement aircraft for this service. It is estimated to arrive at XX:XX. We will update you with further information in XX minutes (depending on the replacement aircraft arrival time). Thank you again for your continued patience.”

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Aircraft is fixed and ready to board “Ladies and gentlemen, thank you for your patience. Eastern Airways are pleased to announce T3XXX to XXX is now ready for boarding through gate XXX. Would all passengers please have your boarding pass ready for inspection and your identification open at the photograph page. Please ensure all personal electronic devices are now switched off. On behalf of Eastern Airways we apologise for the delay and wish you a pleasant flight.” Delay / diversion due to weather problems “Ladies and gentlemen due to poor weather here in XXX, Eastern Airways flight T3XXX to XXX has been diverted to XXX / is currently in holding waiting for the weather to improve. We apologise for the inconvenience and will provide an update in the next 30 minutes.” Weather does not improve and holding aircraft has to divert or aircraft cannot position in from divert – ground transportation to be provided. “Ladies and gentleman this is a further announcement for passengers travelling on Eastern Airways flight T3XXX to XXX. Unfortunately the weather has not improved enough for the aircraft to land. Eastern Airways will provide coach transportation to the divert airport for your departure and will arrive here to collect you at XX:XX. The estimated journey time is XX:XX which means the estimated departure time for your flight is XX:XX. (When applicable) We will shortly be providing light refreshment vouchers and invite passengers to come forward to gate XXX. Thank you again for your patience.” Weather has improved and aircraft is on its way from alternate airport “Ladies and gentlemen, this is a further announcement for passengers travelling on Eastern Airways flight T3XXX to XXX. Thank you for your patience. We are pleased to advise that the weather has improved, the aircraft has departed XXX and is estimated to arrive at XX:XX. (When applicable) We will shortly be providing light refreshment vouchers and invite passengers to come forward to gate XXX. Once the aircraft has arrived we will call for boarding as soon as possible.” Weather has improved and aircraft has landed Ladies and gentlemen, this is a further announcement for passengers travelling on Eastern Airways flight T3XXX to XXX thank you for your patience. We are pleased to advise that the weather has improved, the aircraft has landed and we will shortly be ready for boarding.

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Ready for boarding Ladies and gentlemen, Eastern Airways flight T3XXX to XXX is now ready for boarding through gate XXX. Would all passengers please come forward for boarding ensuring that all portable electronic devices are now switched off, your identification is open at the photograph page and you boarding card is ready for inspection. On behalf of Eastern Airways, we wish you a pleasant flight.” CANCELLED FLIGHT “Ladies and gentlemen, this is an announcement for passengers travelling on Eastern Airways flight XXX to XXX. Unfortunately due to a technical issue / weather / operational reasons, this flight has been cancelled. Would all passengers please come forward to gate XXX where you will be assisted by our appointed handling agents and advised of your options”. Handling agent must keep passengers informed of the delay situation and must ensure that all airport FIDS are updated accordingly.

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GROUND OPERATIONS MANUAL PAGE 3.20/1 PUNCTUALITY AND GROUND HANDLING PERFORMANCE 040417

3.20 PUNCTUALITY AND GROUND HANDLING PERFORMANCE

3.20.1 Standard Turnaround Plan

Eastern Airways aim for a turnaround time of 30 minutes. In order for this to be achieved it is important that all our service providers are ready to service the aircraft in a timely manner. The dispatch coordinator is responsible for the coordination of all services associated with the turnaround. For off schedule flights, the turnaround time is reduced to 25 minutes to recover the schedule.

3.20.2 Automatic Passenger Boarding

For an on time departure and irrespective of ATC slot (CTOT), passenger boarding will commence automatically to achieve the following;

Presentation at Aircraft door (all departures)STD -10min

The handling agent is responsible for ensuring that all pre-board calls and calls for airport busses (where required) are done in sufficient time to present passengers at the aircraft steps STD -10min. Aircraft door closed STD -03mins. The aircraft dispatcher will not reaffirm boarding times prior to commencement of boarding. It is the responsibility of the Captain to inhibit auto board.

Automatically boarding passengers will always be the case providing:

There is at least one Cabin Crew member and Pilot (either Captain or First Officer) on board the aircraft.

They have not been advised by the Captain or Operations Control of any reason not to automatically board. This reason will then be the delay code to be used for any delayed flight.

Normally cleaning, catering or fuelling will not stop the process of auto boarding unless local airport operating restrictions dictate otherwise.

In situations where the cabin security checks have not been completed then the passengers will be held at the aircraft door until these are completed.

Should an aircraft be off schedule, the dispatcher MUST liaise with the flight crew regarding the autoboard procedure.

3.20.3 Delay Coding Policy

It is important that accurate delay codes and reasons are reported openly and honestly so we can look at the root causes and look to prevent a reoccurrence. All delays must be agreed between the dispatcher and the flight crew. Should autoboard not be possible, the movement message must include the reason why under Supplementary Information.

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GROUND OPERATIONS MANUAL PAGE 3.20/2 PUNCTUALITY AND GROUND HANDLING PERFORMANCE 040417

3.20.4 DELAY ANALYSIS

In order to understand why a delay has occurred and what, if any, action could be taken to prevent a reoccurrence, please communicate with the relevant Ground Operations Manager. Please include as much information as possible regarding the delay and any resulting action taken to prevent a reoccurrence.

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GROUND OPERATIONS MANUAL PAGE 3.21/1 COMMUNICATION WITH EASTERN AIRWAYS OPERATIONS 040417

3.21 COMMUNICATION WITH EASTERN AIRWAYS OPERATIONS

The Eastern Airways Operations Department manage the aircraft flying programme, including aircraft allocations, slot requests, etc. Immediate communication with Eastern Airways Operations is essential

Eastern Airways Operations will always assume an aircraft will be ready to depart on time unless they are advised otherwise.

Please note the following points:-

All efforts will be made by Eastern Airways Operations to obtain an on-time slot on the assumption that the aircraft will be able to achieve this.

If it is likely that an on-time departure is not going to be achieved, Eastern Operations should be advised. This allows delays to allocated slots (where applicable) to be applied for.

If an aircraft has not departed within 15 minutes of schedule (or revised ETD), Eastern Airways Operations should be advised.

Eastern Airways Operations should be advised in the event of an aircraft missing an ATC slot.

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GROUND OPERATIONS MANUAL PAGE 3.22/1 TRANSIT FLIGHTS/HUB MANAGEMENT/CONNECTIONS 040417

3.22 TRANSIT FLIGHTS 3.22.1 GENERAL HANDLING ISSUES

In order that transit passengers may be correctly identified and briefed regarding the procedure at their transit airport, it is essential that Cabin Crew receive accurate information regarding the Transit load.

Transit passengers may be required to disembark at transit airports if refuelling of the aircraft is required. It is therefore even more important that these passengers are identified as soon as practical.

Transit passengers may have to be checked in on either the computerised or manual system at the transit airport, and the information for their check-in will be gleaned from the Departure Message sent from the origin airport. The details on the Departure Message should indicate passenger name, number of bags, bag tag numbers and weight of bags.

Transit bags should be kept in the hold of the aircraft at the hub airport & wherever possible loaded separately from the point-to-point bags. Transit tags are provided by Eastern Airways for the aid of this specific purpose and should be used to identify such transit bags clearly.

Flight figures given to the crew for the final destination airport should include the checked in transit passengers.

Departure message from Transit airport should include details of the number of transit passengers on board in addition to any passengers boarded locally for the onward sector.

Eastern Airways does operate both published routes that include a transit stop en-route (i.e. ABZ-NCL-SOU & vice versa) in addition to offering recovery of delayed passengers by incorporating a transit stop to accommodate. 3.22.2 Hub management and flight connections Eastern Airways ground staff on duty at hub stations are responsible (in conjunction with handling agents) for the monitoring of connecting passenger traffic and the welfare of passengers during times of disruption. These staff, together with Handling Agents will monitor all flights paying particular attention to transfer passengers. Where necessary, they will liaise with Eastern Airways Operations and/or outstations to advise of delays, potential re-routing requirements etc.

During disruptions, Eastern Airways Operations will liaise with their ground staff and Handling Agents over matters of passenger welfare, coaching (for diverted flights) to ensure passengers are kept informed..

Ground staff and handling agents will also liaise with other carriers to ensure connections are made whenever possible. They will also be responsible for liaison with Reservations for the re-booking of passengers with missed connections and advising passengers of details of revised bookings and the liaison with baggage departments for the re-tagging or retrieval of baggage.

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GROUND OPERATIONS MANUAL PAGE 3.22/2 TRANSIT FLIGHTS/HUB MANAGEMENT/CONNECTIONS 040417

3.22.3Passenger Dress code Eastern Airways may deny boarding to any passenger presenting themselves in unsuitable attire, such as being scantly dressed, bare feet or distastefully decorated garments which may cause offence to other passengers.

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GROUND OPERATIONS MANUAL PAGE 3.23/1 PASSENGER COMPLAINTS AND COMMENTS 040417

3.23 PASSENGER COMPLAINTS AND COMMENTS

Any passenger complaint relating to an Eastern Airways flight, which cannot be resolved locally, should be addressed to:

Customer Relations Eastern Airways (UK) Ltd Schiphol House Schiphol Way Humberside International Airport Kirmington DN39 6YH

Telephone: + 00 44 1652 688886 Fax: + 00 44 1652 680899 Email: [email protected]

Where any mishandling or incident occurs which is likely to result in a passenger complaint to the department, handling agents are requested to provide a report to Customer Relations in advance.

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GROUND OPERATIONS MANUAL PAGE 3.24/1 CONDITIONS OF CARRIAGE 040417

3.24 CONDITIONS OF CARRIAGE

For conditions of carriage, please refer to the Eastern Airways website. www.easternairways.com

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GROUND OPERATIONS MANUAL PAGE 4.1/1 CARRIAGE OF DANGEROUS GOODS BY AIR 040417

SECTION 4 – BAGGAGE/FREIGHT & COMPANY MAIL

4.1 CARRIAGE OF DANGEROUS GOODS BY AIR

Eastern Airways does permit the carriage of dangerous goods by air, however this is restricted to specific routes and fleet type. Please refer to Section 9.

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GROUND OPERATIONS MANUAL PAGE 4.2/1 TYPES OF FREIGHT 040417

4.2 TYPES OF FREIGHT

4.2.1 Carriage of Live Animals Live animals are NOT acceptable for carriage on Eastern Airways aircraft except as provided for below:

Guide dogs permitted Assistance dogs permitted

Guide Dogs A guide dog is trained to provide mobility assistance to a blind or partially sighted person.

Assistance Dogs A recognised assistance dog is one that has been trained to assist a disabled person by an organisation that is a member of Assistance Dogs International (ADI) and /or the International Guide Dog Federation (IGDF). Such dogs will have formal identification. Assistance dogs can be of any breed and size from a Labrador to a miniature Yorkshire terrier, they are selected for their temperament and it is unlikely that such a dog would be adversely affected by a cabin emergency to such an extent that the safety of other passengers would be compromised.

Conditions of Carriage On the J41, SB20 & EMB ERJ aircraft up to a maximum of two guide/assistance dogs may be carried. Arrangements will have been made in advance of a flight where an assistance dog is to be accommodated. The guide/assistance dog and its owner will occupy a window seat, they must not be seated in an ABP row. Larger dogs should be accommodated on the cabin floor but smaller, lighter dogs may be carried on the owners lap, suitably restrained with a harness. It is a requirement that a suitable harness, which should be provided by the owner and then attached to the owner’s seat belt, should be utilised to provide the dog with an effective level of restraint during take-off, landing and turbulence. In the cruise it is acceptable for the dog to be subject to less constraint to enable it to be more comfortable. However, be aware of it becoming a trip hazard in the aisle.

There is one type of dog harness which attaches to a seat belt buckle, requiring an empty seat to be provided next to the passenger. There may be other devices with alternative attachment points that would be acceptable as long as the dog is adequately secured.

The aircraft’s Captain must be informed of the location of such a dog on the aircraft.

Carriage of Animals – France Only 1 animal per flight will be permitted to travel in the aircraft cabin and will be limited to either a cat or a dog (max 6kg in weight).

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Important: birds, fish, reptiles, rodents including but not limited to guinea pigs, hamsters, rabbits, ferrets, rats, lizards, snakes are NOT accepted.

Conditions for acceptance: • Request must be made at the time of booking by calling our

Customer Contact Centre • Maximum of one dog or cat per sector • Must be clean, healthy, harmless, odourless and not pregnant • Not annoy other passengers • Must be kept in at all times a ventilated soft sided, clean & leak proof

bag that can be adequately stowed under the seat in front. • The MAXIMUM size of the container for carriage is 40(l) x 30(w) x

25(h)cm • Maximum weight 6kg/13.2lb including carrier • Health/vaccination certificates must be carried • A charge of €30.00 (EURO) is chargeable per dog per sector

The dog & container is in addition to the normal carry-on baggage allowance.

The SSR code for entry to process a dog in carriage is “PETC” for PET in Cabin. Any passenger carrying an animal container, should be allocated any of the following seats, 2B, 3B, 4B, 5B, 7B, 8B or 9B, leaving the adjacent seat “C” free. If the flight is full then it may be necessary for the passenger to have the container at their feet which is space restrictive.

The carriage of an animal will be decided on a ‘first come, first served’ basis.

4.2.2 Unusual, Oversized or Fragile Items Eastern Airways cannot carry oversized items such as bicycles, surfboards etc. Any oversized item arriving at check-in should be dealt with on an individual basis – if the item will physically fit through the hold doors; they should be accepted on a standby basis only and the passenger advised. Eastern Airways will NOT accept liability for costs incurred by such items not being carried, or being carried on a later flight.

If items are carried on a separate flight it is on the understanding that the passenger is responsible for arranging collection of the item from the destination airport. A message should be sent to the destination station to this effect.

4.2.3 Musical Instruments and other Oversized items as Cabin Baggage

Cabin Baggage in the Jetstream aircraft is surrendered at the aircraft steps and loaded in the rear hold. Passengers should therefore make prior arrangements with Eastern Airways before presenting such items for carriage in the cabin. In the case of large items such as Cellos, it may be necessary to book an extra seat for carriage within the aircraft cabin.

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4.2.4 Carriage of Human Remains Eastern Airways do NOT accept coffins or Human Remains for carriage on board their aircraft other than ashes in a sealed container which are acceptable for carriage.

4.2.5 Carriage of Chemicals Refer to Section 9 – Dangerous Goods 4.2.6 Air Carrier Mail, Material and Unaccompanied Bags The Eastern Airways Operation at Aberdeen is the focal point for company mail distribution. All company mail bags will route to Aberdeen for onward distribution.

Two types of company mail bag are used, Red & Blue. Red bags are used for the transportation of company mail from international destinations, blue bags are used for internal destinations.

Only a small amount of mail bags should be kept by each station. All other unused bags must be sent back to Aberdeen. Should any mail bag be required, the request must be sent to:

[email protected]

It is a requirement that any baggage or air carrier material that is to be classed as unaccompanied is screened by the security provider in two different orientations.

For each unaccompanied bag, the form in Appendix ‘A’ must be used. The date, flight number and aircraft registration must be completed by the Eastern Airways staff member.

The form must be presented to the security agent responsible for screening for them to tick the screening method and sign to confirm that the unaccompanied bag was screened.

The remainder of the form is to be completed by Eastern staff: 1 x copy of the form is to remain with the flight file 2 x copies are to be provided to the flight deck (one for the flight

crew paperwork / one for the receiving handling agent) 1 x copy is to travel with the freight

The bag tag details to be entered onto the Bingo sheet must be separate from the rest of the bag tag details and must include the words ‘Unaccompanied bag’.

Unaccompanied bags must not be allowed to travel without the completed unaccompanied hold baggage screening form and must travel in the hold.

Eastern Airways internal mail bags (Red/Blue) are subject to the same procedures.

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4.2.7 Carriage of Xmas crackers All company mail is subject to screening prior to loading onto the aircraft. An unaccompanied hold baggage certificate must be completed Eastern Airways allows the carriage of Xmas crackers and party poppers. Only one box of either crackers or party poppers is allowed per passengers. They must be in the original packaging and be packed within a passengers checked in luggage.

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GROUND OPERATIONS MANUAL PAGE 4A/1 APPENDIX ‘A’ – CERTIFICATE OF SECURITY MEASURES 040417

APPENDIX ‘A’ – CERTIFICATE OF SECURITY MEASURES

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GROUND OPERATIONS MANUAL PAGE 4.3/1 CARRIAGE OF SPECIFIC ITEMS ON AIRCRAFT 040417

4.3 EASTERN AIRWAYS – SPECIFIC CARRIAGE OF ITEMS ON AIRCRAFT

ITEM ACCEPT LIMITATION/ REQUIREMENT CHARGE APPLIED

Animals / Pets X

*Except “guide or assistance” dogs for the disabled. **For French Operations refer to Section 4.2.1

*Free of charge. **€30.00

Bicycles X

Subject to space – must have front wheel removed and attached securely to machine frame, handlebars folded level with machine frame, pedals removed or folded, assemblies or lubricated parts covered to protect machine and aircraft

None*

Birds / Reptiles X Not accepted -

Catalytic hair curlers, (refer to Section 9 – Dangerous Goods)

Max one per pax. Safety cover must be fitted over heating element, cannot be used on-board. No spare gas refills to be carried other than punctured cylinder fitted

None*

Christmas crackers In hold-baggage, as packaged & sealed by manufacturer None*

Dangerous Goods X Refer to Section 9 -

Diving cylinders Refer to Section 9 None* Electronic equipment

Must not be used or switched-on on-board None* 1.1

Firearms – military X Refer to Section 9 -

Firearms – sporting / hunting. Also refer to Section 9

Must be stored in lockable container & checked-in as hold baggage. Ammunition must be carried separately & container must be tagged. Respective airport police made aware & a NOTOC must be completed. Firearms licence MUST be produced at check-in

Unless exceeding

free baggage limitation

Food items / perishable goods

Subject to any local or national restrictions that may apply regarding food type or origination

None*

Golf clubs Half set accepted subject to being within maximum baggage allowance. Carried subject to space

None*

Hang-gliders X Insufficient space in hold -

Human remains Only ashes permitted in sealed protective container. Must be carried as hand baggage

None*

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GROUND OPERATIONS MANUAL PAGE 4.3/2 CARRIAGE OF SPECIFIC ITEMS ON AIRCRAFT 040417

Jewellery, money, fragile goods, valuable goods, keys

Always carried as hand baggage None* 1.1

Laptop or tablet computer /pads/ games

Can be used in cabin when advised by cabin staff

None – free laptop

allowance

Mobile telephone / pagers

Must not be switched-on including flight mode on-board None 1.1

Mopeds / Scooters / Motor-cycles X Insufficient space in hold -

Non-folding perambulators X Insufficient space in hold -

Outboard motors / engines X Insufficient space in hold -

Personal stereos (incl CD/MP3) Must not be used on-board None* 1.1

Infant pushchairs, buggies & folding prams

Must be foldable/collapsible, and weigh no more that 7kg.

Carried free of charge

Ski’s, windsurfers, surfboards & bodyboards

Carried only subject to space in hold None*

Thermometer Must be carried in protective container (i.e. medical case) None*

Video camera / camera

Must not be recording / switched on on-board None* 1.1

Wheelchairs – manual or powered. Also refer to Section 9

Must be of folding/collapsible type, if powered must have non-spillable battery type and battery must be disconnected with terminals safely secured away from battery terminals by pax

None*

Key to table:

None* - subject to not exceeding maximum hold or hand baggage allowances, excess baggage charges then apply

1.1 - must always be carried as hand baggage although no liability for loss or damage shall be entered into by Eastern Airways.

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GROUND OPERATIONS MANUAL PAGE 4.4/1 CARGO CARRIAGE PROCEDURES 040417

4.4 CARGO CARRIAGE PROCEDURES / CARGO CONTRACTS

Eastern Airways doesn’t currently operate a cargo service or dedicated cargo flights.

Eastern Airways company cargo such as aircraft parts, catering or company packages are to be handled by handling agents or base staff at each base & marked appropriately as company freight.

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GROUND OPERATIONS MANUAL PAGE 4.5/1 BAGGAGE LOSS/DAMAGE 040417

4.5 BAGGAGE LOSS / DAMAGE

The distress caused to passengers by the non-arrival of their baggage is considerable, and should be reduced by assurance that everything possible is being done to retrieve the missing items as speedily as possible.

It is essential that a Property Irregularity Report is completed before the passenger leaves the airport. The likelihood of speedy retrieval is directly proportional to the extent and accuracy of the information supplied on the form. On the reverse of the Eastern Airways Property Irregularity Report is a letter detailing the procedure that should be followed in the event of a lost/damaged or delayed bag.

Every effort should be made to find lost baggage including calling other airports where the missing baggage could have flown.

It is important that the passenger is kept informed of developments in the search for his/her baggage.

4.5.1 Compensation – Missing Bags If bags cannot be delivered the same day and the passenger is away from home, each passenger is eligible for £25 per person per night for up to three nights.

Further claim for loss or damage must be made in writing as instructed on PIR and passengers should keep receipts for any items purchased as a result of the missing baggage.

Refer back to section 3, Passenger Handling for completion of P.I.R. details & communication with Eastern Airways.

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GROUND OPERATIONS MANUAL PAGE 4.6/1 TRANSIT FLIGHTS – BAGGAGE 040417

4.6 TRANSIT FLIGHTS – BAGGAGE 4.6.1 Origin Airport Transit bags should ideally be loaded together in order to ease identification at the transit stop.

There is no specific requirement to load transit bags in a particular hold, although it is recommended that all transit bags be loaded in the same hold, which if possible is the opposite to that of the baggage to be off-loaded at the transit stop on both the J41 & S20.

A transit baggage tag must be attached to the transit bag for speed of identification at the transit airport.

Transit baggage tags should be kept in a secure location when not in use.

4.6.2 Transit Airport Transit services are often sold as ‘one stop’ flights and it is planned that these services should operate on the same aircraft, though for operational reasons it is sometimes necessary to ‘break’ the transit flight resulting in an aircraft change at the hub airport.

If the transit flight operates on the same aircraft, there is NO requirement to process the bags other than sorting/identification at the aircraft side and reloading.

In the event of an aircraft change, there is no requirement to rescreen hold baggage. These can be ramp transferred to the new aircraft.

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GROUND OPERATIONS MANUAL PAGE 4.7/1 MANIFESTING OF CREW BAGGAGE 040417

4.7 MANIFESTING OF CREW BAGGAGE It is a mandatory requirement to manifest all crew bags being loaded into the aircraft hold. For all crew bags being loaded into the hold, the dispatcher must ensure that all bags are tagged with a bag tag number, full crew name and annotate ‘crew’ on the tag. This information must be replicated on a separate section of the bingo sheet to clearly identify crew bags. The nominal weight of the crew bag is already included in the nominal crew weight (85kgs flight deck / 75kgs cabin crew). Crew may be travelling initially as a passenger and then as operating crew when reaching their destination. Therefore, their hold bag may need to remain on board or remain airside. Crew must ask for their hold bag to be tagged and manifested as a crew bag. If the bag is to remain in the hold as a crew bag for operating crew, any bag tag showing the previous destination must be removed and a new bag tag with number applied.

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GROUND OPERATIONS MANUAL PAGE 4.8/1 CARGO LOADING / OFFLOADING 040417

4.8 CARGO LOADING / OFFLOADING In the interests of flight safety it is imperative that all Freight / Cargo goods, travelling onboard our fleet aircraft are accurately documented and accounted for. Cargo must not become a hazard to the airplane structure or systems as a result of shifting under operational loads. Sharp edges (like wooden or metal containers) or dense cargo (objects significantly more dense than typical passenger baggage) must be placed under the cargo restraint net to prevent shifting. 4.8.1 Freight onload On all occasions when collecting and loading freight / Cargo, the goods must be cross referenced against the documentation. Once the loading instruction has been signed off by the load agent, a copy of this, together with a copy of the cargo documentation should be presented to the crew prior to departure. In a situation whereby the cross reference of the documentation highlights an error, this should be brought to the attention of the crew and under no circumstances should the aircraft depart until all parties are confident the issue has been satisfactorily rectified and recorded. Any individual items weighing more than 25kgs must be tied down using the tie down straps. 4.8.2 Freight offload With regards inbound arrivals, the load agent should obtain a copy of the documentation and must cross reference this against the freight / Cargo. This will ensure all goods are removed from the aircraft hold. The documentation should be annotated to confirm the number of pieces removed. In a situation whereby the cross reference of the documentation highlights an error, this should be brought to the attention of the crew and under no circumstances should the aircraft depart until all parties are confident the issue has been satisfactorily rectified and recorded.

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GROUND OPERATIONS MANUAL PAGE 5.1/1 OPERATIONS AND LOAD CONTROL - GENERAL 040417

SECTION 5 - OPERATIONS & LOAD CONTROL

5.1 Passenger and Baggage Masses The following may be used to establish masses for a loadsheet throughout the fleet. Eastern Airways have agreed with the CAA for the purposes of accuracy on its BAe Jetstream 41 fleet to use revised passenger weights that allow for all hold baggage & passenger hand baggage to be weighed at the point of check-in and recorded as actual weights. This removes the traditional “standard” of allowing 6 kilos for hand baggage. The consequence of this is that you MUST ensure all hand baggage is weighed and recorded accurately.

Passenger including cabin / hand baggage weights:

All weights KILOS Standard weights

J41 ONLY weights

Males (12 years or over) all flights except charter 88 82 Females (12 years or over) all flights except charter 70 64 Males (12 years or over) charter flights 83 77 Females (12 years or over) charter flights 69 63 Child (age 2-11 include) 35 35 Infant (under 2) 0 0 Baggage: Hand Baggage Above Actual Hold Baggage Actual Each piece - scheduled flights Domestic 11 Each piece - scheduled flights European 13

As a consequence of this, Eastern Airways has CAA approval to reduce the notional weight of J41 male passenger to 82 kilos and that of females to 64 kilos – i.e. to remove the ‘hand baggage’ element. The CAA has granted this dispensation on the understanding that hand baggage is weighed, and the actual total weight is included on both manual and automatic/auto loadsheets. As handling agents, please ensure therefore that you comply with this. Provided that the total actual hand baggage weight is recorded on the manual or automatic loadsheet, captains and dispatchers can assume a notional weight of 82Kgs and 64 Kgs for male and female passengers respectively. An example Loadsheet is included in Appendix ‘A’

Additionally you must ensure that the maximum hand baggage pod (hold 4) weight of 158 kilos is not exceeded.

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GROUND OPERATIONS MANUAL PAGE 5.2/1 LOAD NOTIFICATION TO CREW 040417

5.2 Load Notification to Crew – Crew Manual Load Sheets If an automated loadsheet is not being produced, then our crew will complete a MANUAL loadsheet. The following information MUST therefore be passed to the crew accurately as the payload once check-in has closed.

The information required is as follows:- Passenger Numbers:Number of Males, Females, Children & Infants A completed load information report form containing pieces and weight of items in the hold

This information may be supplied in a number of formats; either in the form of computer printouts (Codeco or similar systems) or on an appropriate Load Notification Form which can be supplied by Eastern Airways if required. Additionally, following boarding the crew will complete a further passenger seating check for the crew to ensure the aircraft is within trim limitations for departure.

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GROUND OPERATIONS MANUAL PAGE 5.3/1 BALLAST CONTROL AND LIRF 040417

5.3 Ballast Control and LIRF For all scheduled and charter flights a loading form must be completed, signed by the loading team and the person completing the form and provided to the crew. The loading team must complete a load form (LIRF) containing the following information:

Bags (number of pieces and weight in KG) Ballast (number of pieces and weight in KG) Cargo (number of pieces and weight in KG) Company mail (number of pieces and weight in KG) Electric mobility aid (number of pieces and weight in KG)

From time to time the crew will require ballast to be carried in the hold of the aircraft for trim purposes. This ballast may have been loaded at another departure station or may be requested prior to departure. All ballast already in the hold, or loaded must be recorded on the load form. If no ballast is loaded, then NIL must be entered on the load form. No ballast must be removed from the hold without authorisation from the crew.

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GROUND OPERATIONS MANUAL PAGE 5.4/1 FLIGHT FILES 040417

5.4 Flight Files Flight files for Eastern Airways flights may be made up of the following paperwork:

Flight dispatch report form

Bingo sheet Load sheet

Load Information Report Form

Passenger name list

Bag counts

Hold baggage manifest declaration

Cargo paperwork Whilst the load sheet must be retained by the handling agent for the duration of the flight other paperwork such as Triple A must be retained for 7 days. It is recommended that all paperwork in the flight file is retained for a minimum of seven days.

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GROUND OPERATIONS MANUAL PAGE 5.5/1 LAST MINUTE CHANGES 040417

5.5 Last Minute Changes (LMC’s) Details of any last minute changes in the load must be passed to the Commander and entered in the Loadsheet/Loadmessage as Last Minute Change (LMC). Only one LMC, which may be up to 10 passengers and/or 200Kgs of baggage/cargo is permitted; if a further change is required a new load sheet must be produced. This is to ensure that the load sheet is accurate, legible and clear. If a significant number of passengers on any flight and/or a significant amount of checked baggage is expected to exceed the standard mass then actual mass must be used or an adequate increment to the standard mass must be added. On automatic load sheets, captains must complete the pre-printed certificate – usually found at the bottom of the page.

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GROUND OPERATIONS MANUAL PAGE 5.6/1 USE OF CREW SEATS 040417

5.6 Use of Crew Seats It may be necessary on occasion to use the cabin crew seat (on relevant aircraft) when no cabin crew member is on board.

This seat may only be used by positioning (non operational) crew members trained in the use of the seat and the operation of the aircraft door. Non operational crew members should always be included in passenger numbers on the load sheet.

Other passengers should never be allocated this seat.

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GROUND OPERATIONS MANUAL PAGE 5.7/1 USE OF JUMPSEAT 040417

5.7 Use of Jump Seats It may be necessary on occasion to allocate the use the cockpit jump seat (J41/ S20) either for when crew are training, to accommodate an Eastern Airways staff passenger for travel or to allow a line check to take place.

On specific occasions Eastern Airways may also advise of the acceptance for travel of non-company personnel. These shall be advised & also the captain shall be notified in advance where possible. Such non-company personnel shall include CAA or auditing bodies. Please refer any questions relating to such acceptance to Eastern Airways Operations. Other passengers should never be allocated this seat.

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GROUND OPERATIONS MANUAL PAGE 5.8/1 MASS AND BALANCE 040417

5.8 Centre of Gravity/Mass and Balance The mass of an aircraft and the location of its centre of gravity are vital safety information required before commencement of any flight. The Aeroplane Flight Manual (AFM) contains critical mass and balance data, for example:

Maximum empty mass; Maximum fuel load and effect on centre of gravity of fuel in different

tanks; Maximum freight or passenger load in any compartment and effect on

centre of gravity; Maximum mass permitted for take-off and landing; Critical positions (forward and aft) of centre of gravity for take-off, in

flight and for landing. By knowing the actual aircraft empty weight and position of its centre of gravity, the passenger and freight load and the planned fuel load, the actual weight of the aircraft and location of is centre of gravity can be calculated for any point in flight. They are checked periodically and adjusted as required. The calculated or actual take-off mass must not exceed:

the AFM maximum permitted take-off mass; or, the maximum take-off mass determined in aircraft performance

calculations. The calculated or actual landing mass must not exceed:

the AFM maximum permitted landing mass; or, the maximum landing mass determined in aircraft performance

calculations for the destination and for any alternate aerodromes. When the center of gravity or weight of an aircraft is outside the acceptable range, the aircraft may not be able to take off within available runway lengths, or it may completely prevent take-off. The aircraft may not be able to sustain flight, or it may be impossible to maintain the aircraft in level flight in some or all circumstances. Therefore, the aircraft MUST always be loaded within the limits specified in the Aeroplane Flight Manual.

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GROUND OPERATIONS MANUAL PAGE 5.9/1 WEIGHT TERMINOLOGY 040417

5.9 WEIGHT TERMINOLOGY BASIC WEIGHT (BW) / BASIC MASS (BM) Dead weight of an aircraft including fixed installed equipment such as seats, galley, latrines.

DRY OPERATING WEIGHT (DOW) / DRY OPERATING MASS (DOM) Basic weight plus crew and their baggage, pantry, catering, all standard quantities of liquids such as oil and water.

ZERO FUEL WEIGHT (ZFW) / ZERO FUEL MASS (ZFM) Dry operating weight plus weight of passengers, baggage, mail and freight.

OPERATING WEIGHT (OW) / OPERATING MASS Dry operating weight plus take off fuel (excluding load).

(MAX) TAKE OFF WEIGHT (MTOW) / MAX TAKE OFF MASS (MTOM) Zero fuel weight plus take off fuel (TOF): It is the actual weight of the fully equipped and loaded aircraft at point of break release.

LANDING WEIGHT (LAW) / LANDING MASS (LAM) Is the weight of the aircraft at landing. It is calculated by deducting the trip fuel (TF) from the take off weight (TOW). During flight there are three critical flight phases which shall be considered. These are:

1) During take off

2) During landing

3) Time where an aircraft over the alternate after a holding is close to ZFW.

Maximum Take Off Weight (MTOW) Operational Limitation: Are basically dependant on air pressure, location of aerodrome, weather, runway (rwy) conditions and most of all engine pipelines. (Restricted MTOW)

Maximum Landing Weight (MLAW) Certified Limitations: The main landing gear shall not be affected to its limitations. These limitations are laid down by the aircraft manufacturer.

Maximum Zero Fuel Weight (MZFW) Certified Limitations: Time where an aircraft over the alternate after a holding is close to ZFW. Only the weight of the aircraft puts up resistance against the force of lift. These limitations are laid down by the aircraft manufacturer.

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GROUND OPERATIONS MANUAL PAGE 5.10/1 FUEL TERMINOLOGY 040417

5.10 FUEL TERMINOLOGY

Due to the fuel consumption during flight, the actual weight of an aircraft constantly changes. The following fuel terminologies are applicable:

TRIP FUEL (TF) is the amount of fuel that is needed to start, climb, cruise, descent and land. The trip fuel amount depends on the aircraft type, the actual weight of the aircraft, grid-wind situation and the distance between aerodrome of origin and destination.

CONTINGENCY FUEL is a certain fuel allowance to cover unforeseen events such as change of routing, sigmets and technicals. The prescribed amount for contingency fuel shall be 5% of the trip fuel.

ALTERNATE FUEL is the amount of fuel required to fly from intended aerodrome of destination to the first alternate. HOLDING FUEL is the amount of fuel required to fly a holding pattern over the alternate. The fuel amount shall last at least for

30 minutes at the alternate.

EXTRA FUEL Beyond the prescribed minimum TOF, the PIC may take more fuel on board if the situation dictates. The most common situation for an extra fuel uplift can be en-route weather or obscure situations at destined aerodrome which might lead to a delayed arrival. In addition the economical aspects such as fuel prices at destination aerodromes are likely to be higher, so that an uplift at the aerodrome of origin is cost efficient (fuel savings).

Due to the nature of the Eastern Airways network, this requirement is minimal as the average blocktime is generally around an hour, thus the Alternate Fuel is sufficient to accommodate any change.

BLOCK FUEL is the addition of TOF and taxi fuel at a time, where the aircraft is still in a parking position.

Fuel calculations as earlier described will be advised by the operating crew of the aircraft at the earliest opportunity.

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GROUND OPERATIONS MANUAL PAGE 5.11/1 FUEL POLICY 040417

5.11 FUEL POLICY 5.11.1 Fuel Uplift Fuel requirements are determined by the operating crew who are responsible for passing details of fuel requirements where applicable.

On occasions, particularly on flights which are likely to be weight sensitive, crews may request anticipated load figures prior to a flight being closed to determine fuel figures. Load control staff should ensure that any details which are passed to the crew are clearly communicated in order that crew understand whether this is a final or provisional load figure and whether it includes all standby passengers for example.

5.11.2 Fuel Tankering/Economy Fuel Economy fuel (or the process of tankering) involves the uplift of additional fuel which is not required for the departing sector, but which is uplifted for reasons of economy (it is advantageous to uplift fuel at the cheapest locations) or occasionally for operational reasons (to minimise turnaround time at the next station).

Eastern Airways Captains have been instructed that uplift of additional fuel in this way must NOT displace commercial load or prejudice punctuality under any circumstances.

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GROUND OPERATIONS MANUAL PAGE 5.12/1 J41 OPERATIONS 040417

5.12 BAE JETSTREAM 41 OPERATIONS 5.12.1 Limitations

Mass and Centre of Gravity

Maximum Landing Mass ..................................................... 10569 kg Maximum ramp Mass ......................................................... 10936 kg Maximum Take-Off Mass .................................................... 10886 kg Maximum Zero Fuel Mass ..................................................... 9707 kg

Maximum Compartmental Masses

Maximum Pod Mass ................................................................ 158 kg Maximum Rear Hold Mass ....................................................... 330 kg Maximum Wardrobe Mass.......................................................... 68 kg

5.12.2 DRY OPERATING MASSES

BAe JETSTREAM 41 (J41) – Dry Operating Masses Jetstream Mass and Index information will be amended and distributed to Handling Agents through Ground Handling Instructions. 5.12.3 J41 Passenger Weight and Balance This instruction is to confirm the procedure to handling agents regarding the allocated seating for passengers travelling on the J41 aircraft for trim purposes. The current method of checking in passengers has tended to start from the rear of the cabin forwards. When the aircraft has low passenger numbers (i.e. 1-10 pax) seated at the rear of the cabin, this causes the trim of the aircraft to be towards the forward operating limit. In order to help the trim of the aircraft in flight, handling agents are instructed to distribute passengers more evenly in the cabin rather than starting from the rear of the cabin and working forwards. Regardless of the passenger load on the flight, passengers must be checked in to allow a more even spread throughout the cabin.

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GROUND OPERATIONS MANUAL PAGE 5.12/2 J41 OPERATIONS 040417

Example seating plan with 11 pax

Example seating plan with 19 pax

NOTE: There must still be a slight bias in terms of seating pax towards the rear of the aircraft

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GROUND OPERATIONS MANUAL PAGE 5.13/1 SAAB OPERATIONS 040417

5.13 SAAB 2000 OPERATIONS 5.13.1 GENERAL The Commander of a flight shall ensure that during any phase of the operation the loading mass and centre of gravity of the aeroplane complies with the limitations specified in the approved Aeroplane Flight Manual or Operations

5.13.2 LOADSHEET/LOADMESSAGE There are three sections in the cabin A, B, C and two in the cargo compartment 3 and 4.

Section A is the first 5 rows and has 14 passenger seats, the mid section B from row 6 to row 14 (row 13 do not exist) and has 24 passenger seats and the aft section C form row 15 to row18 and has 12 passenger seats.

The A and C sections are used for balance, restricting the use of these seats will keep the aircraft within the centre of gravity limits. Smaller adjustment can be made by dividing the baggage in cargo compartment 3 and 4.

Cabin crew will inform the commander about the total number of passengers and seating in all sections. The commander can if possible inform the cabin crew about approximate number of passengers in the forward or aft sections before boarding.

Cabin baggage stowed under the seat and in the overhead bins are included in passenger weights. Large or heavy cabin baggage can be stowed in the RH Wardrobe and LH stowage, index corrections shall be made for this baggage.

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GROUND OPERATIONS MANUAL PAGE 5.14/1 MOVEMENT MESSAGES 040417

5.14 MOVEMENT MESSAGES

We ask that these are conveyed at the very earliest opportunity to our operations department, as the information provided in a predetermined format updates our host flight operations system.

If the data is not in the correct format, it doesn’t automatically upload and thus doesn’t give a correct movement signal.

The system is designed so that at all times our operations department can track and manage the fleet in a timely and efficient manner.

Below is the layout of such messages:

All movement messages are to be sent to the following Humberside Operations SITA address: HUYEAXH

All Passenger lists should be sent to: HUYOWT3

Only general SITA message for our operations department should go to: HUYOOT3

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GROUND OPERATIONS MANUAL PAGE 5.15/1 CREW WEATHER PACK 040417

5.15 CREW WEATHER PACKS As part of the paperwork provided to Eastern Airways Crew’s, the handling agents are also required to provide crew weather packs. Eastern Airways weather packs are pre-selected within the Pilot Brief Website. The log on details are: http://www.pilotbrief.net/ User name: ezep00001 Password: 9695e582 The routes are in the ‘Briefings’ tab and can be accessed by clicking on the ezep00001 folder on the left hand side of the page. This will load the following page. Click on the route required and print by clicking on the icon in the bottom left hand corner. Should a required briefing pack not be loaded onto the system, please contact T3 Ops: [email protected] +44 (0)1652 681 046

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GROUND OPERATIONS MANUAL PAGE 6.1/1 ESCORT AND SUPERVISION OF PAX ON THE RAMP 040417

SECTION 6 - RAMP HANDLING

6.1 ESCORT AND SUPERVISION OF PASSENGERS ON THE RAMP

During the boarding and disembarkation process, the ground staff are responsible for passenger safety whilst passengers are moving between the terminal building and the door of the aircraft. Passengers must be escorted at all times and protected from hazards.

Local procedures must clearly identify responsible persons.

The boarding process will vary between airports, but particular attention is drawn to the following:

Passengers walking on the ramp must be guided and supervised to ensure they keep clear of all areas of danger. Passengers should be guided around the wingtip of the aircraft and are not permitted to approach the engine area or the baggage pod area.

The use of cones or guidance chains/rails is encouraged, (subject to local procedures), to assist in passenger guidance on the ramp. However, the use of such devices must be in addition to, and not as a replacement for, adequate supervision of passengers.

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GROUND OPERATIONS MANUAL PAGE 6.2/1 PREPARATION OF STAND 040417

6.2 PREPARATION OF STAND Arrival Before aircraft arrival, the stand must be checked and cleared of any:

foreign objects (FOD)

excess water (including snow or ice)

fluids likely to cause a reaction under braking (oil / fuel)

ground equipment & ancillary support equipment

With specific regard to all ground equipment, ensure this is sufficiently clear of stand including head of stand & should be clear of the aircraft manoeuvring area.

This is particularly paramount should the aircraft need to self manoeuvre or turn on-stand before shut-down.

Departure Before departure, ensure the stand is again checked & cleared of any:

foreign objects (FOD)

excess water (including snow or ice)

ground equipment & cables

cones & passenger guidance furniture

Specific attention must be paid to the above if a powerback manoeuvre is to be undertaken as this will present heightened danger to any ground crew or individual due prop-wash.

Also ensure all equipment at the head of stand has been cleared to a sufficient & safe distance as the aircraft may move forwards before commencing departure.

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GROUND OPERATIONS MANUAL PAGE 6.3/1 AIRCRAFT MOVEMENT DURING TURNAROUND 040417

6.3 AIRCRAFT MOVEMENT DURING TURNAROUND PROCEDURES

Staff should be aware that aircraft move during a turnaround process as passengers disembark or board, baggage and catering is loaded/offloaded etc.

Whilst not particularly noticeable with a Jetstream aircraft, servicing personnel should be aware that they should not position any unnecessary vehicle or equipment under the fuselage of the aircraft or under the path of the aircraft door. They should exercise extreme caution when removing vehicles or equipment.

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GROUND OPERATIONS MANUAL PAGE 6.4/1 ANTI COLLISION BEACON 040417

6.4 ANTI COLLISION BEACON

The anti-collision beacon, when operating, indicates the engines are running or are about to be started and the required cautions must be exercised.

Other than chocking the nose-wheel on an arriving aircraft that requires a GPU prior to shut down, the only other activity permitted when the anti-collision beacon is on, is the provision of ground power and Air Start unit where required for engine start.

Other than these activities, no staff or vehicles should approach an aircraft until after the anti-collision has been switched off and the nose-wheel and main wheel chocks are in place.

Apron equipment is to be positioned behind the equipment restraint line (defining the stand boundary) with parking brakes applied prior to the arrival of the aircraft at the parking position.

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GROUND OPERATIONS MANUAL PAGE 6.5/1 CHOCKING OF AIRCRAFT 040417

6.5 CHOCKING OF AIRCRAFT

For all aircraft, the nose wheel and one main set of wheels are required to be chocked (unless high wind conditions exist, then nose and BOTH main wheels must be chocked). Handling agents must be aware chocks are only to be installed once the aircraft has shutdown and the anti collision light has been turned off indicating it is safe for them to approach the aircraft. If for any reason the nose wheel is not centred after shutdown chocks must not be inserted at the nose wheel as the nose gear may move unexpectedly with the potential to cause serious injury. In this case handling agents must advise the flight crew that the nose wheel is not centred and must place chocks at both sets of main gear wheels.

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GROUND OPERATIONS MANUAL PAGE 6.6/1 POSITIONING OF GROUND HANDLING VEHICLES AND EQUIPMENT 040417

6.6 POSITIONING OF GROUND HANDLING VEHICLES AND EQUIPMENT Damage to aircraft caused by ramp vehicles poses a threat to safety as well as considerable disruption to the flying programme and associated cost. Congestion in the immediate area of the aircraft is a contributory factor in many incidents.

No vehicle or equipment is to enter into the aircraft footprint unless for the purposes of carrying out a service, (e.g. Fuel bowser, tug GPU) or for the loading of essential goods or supplies (e.g. caterers, baggage carts etc.) Such vehicles or equipment should be removed as soon as possible after completion of their operational tasks.

All ground support equipment should be in good mechanical condition and clearly show a serviceable / unserviceable status. Unserviceable equipment should be clearly tagged ‘Out of Service’ and segregated from serviceable equipment.

Equipment when approaching or leaving an aircraft should not be driven faster than walking speed.

When positioning service equipment and to and away from aircraft doors, ensure a competent person is available to guide the driver (banksman). Any vehicles or equipment being reversed must do so under the instruction of a banksman. Congestion in the immediate area of the aircraft is a contributory factor in many incidents. Below is a typical plan for Ground Equipment positioning:

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GROUND OPERATIONS MANUAL PAGE 6.7/1 GROUND POWER 040417

6.7 GROUND POWER

Ground power, where required, should be made available immediately upon arrival. Unless requested by crew or engineers, ground power should only be used for the duration of the turn around. For guidance on locations for connecting ground power, refer to Section 2. Ground power units must not be left running whilst unattended. Any units being used to provide power to aircraft, must only be removed upon the confirmation of the crew to disconnect.

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GROUND OPERATIONS MANUAL PAGE 6.8/1 AIR START UNIT 040417

6.8 AIR START UNIT In the event of aircraft Air Power Unit failure, the following process should be followed. The ground crew must obtain a brief from the Captain prior to engine start. In the event a headset is not available all appropriate hand signals must be discussed. Where an air start unit (ASU) is required it will usually be positioned on the right hand side of the aircraft.

Once the ASU has been connected, the crew will signal to the ground crew to “increase the air”.

Once the response “air increased” has been received, the request to start No.1 engine will be made and normal engine starting calls and procedures should be followed.

Once the engine has stabilized, the request will be made to disconnect the ASU.

Once the ASU has been removed, the request will be made to start engine No.2 and normal engine starting calls and procedures should be followed.

Once the second engine has stabilized the signal will be made to disconnect the Ground Power Unit.

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GROUND OPERATIONS MANUAL PAGE 6.9/1 USE OF FIXED EXTERNAL STEPS 040417

6.9 USE OF FIXED EXTERNAL STEPS No passengers/service door shall be opened until appropriate service equipment is in position at that door. Where doors are required to be opened from inside the aircraft, confirmation that equipment is in position, in the form of ‘two knocks’ by hand on the outside of the aircraft door must be given. Cabin Crew MUST give a slow count of 10, to allow ground staff time to retreat to a safe position before doors are opened.

Warning: Unauthorised operation of the cabin doors can result in deployment of the emergency escape chute on some aircraft types. As this is designed to inflate in approximately 2 seconds, any unauthorised operation of the doors could result in injury to personnel and damage to aircraft, etc.

No operator shall attempt to lower a platform or remove service equipment positioned to passenger/service doors, without first ensuring the door is closed by a trained operator.

No passenger/service door may be left open without any service equipment positioned to the door. In the event that a passenger/service door is found to have been left open without service equipment in position, the appropriate equipment must be replaced before any attempt is made to close the door. Should service providers need to access the aircraft without crew on board, you must ensure that aircraft doors are closed prior to leaving the aircraft.

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GROUND OPERATIONS MANUAL PAGE 6.9/2 USE OF FIXED EXTERNAL STEPS 040417

It is particularly important that fixed steps must never be removed from an aircraft when the doors are open unless you are instructed to do so by a member of the onboard crew

Please ensure clear communication is maintained between ramp and cabin crew.

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GROUND OPERATIONS MANUAL PAGE 6.10/1 REFUELLING WITH PAX ON-BOARD 040417

6.10 FUELLING WITH PASSENGERS ON BOARD

Re-fuelling or de-fuelling of J41, S20 or EMB ERJ aircraft can be carried out with passengers embarking, on board or disembarking. The following conditions must be met:

a) Only pressure fuelling is to be used b) If required by the Airport Authority, ATC and RFFS are to be advised c) A flight crew member or suitably qualified engineer must remain on the

flight deck during refuelling/defuelling d) Crew, staff and passengers are to be advised that refuelling and or

defuelling is about to take place e) Passengers embarking/disembarking must be under the control of

customer service staff f) ‘Fasten seatbelt’ signs are to be OFF. ‘No Smoking’ signs are to be ON.

Interior lighting to enable emergency exits to be identified are to be ON. g) The PA system must be serviceable within the limitations of the MEL h) Passengers are to be advised;

i. Not to smoke at anytime on the ground ii. To remain seated with their seatbelts unfastened until the procedure

is complete iii. All individual items of electronic equipment must be switched off

during the procedure (especially mobile phones) i) A crew member is to be stationed at the main exit door to assist the

evacuation if an emergency should occur and should the presence of fuel vapour be detected inside the aircraft or any other hazard becomes apparent, will be responsible for notifying the fueller that refuelling/defuelling must be stopped immediately

j) The position of the fuel installation/bowser relative to the aircraft must not impede an emergency evacuation

k) The ground area below exits intended for any emergency evacuation must be clear of any obstacles

l) A 50kg dry chemical or 90L foam fire extinguisher or suitable equivalent should be deployed close to where the fuelling/defuelling operation is taking place. (This need not be on the stand on which the aircraft is parked)

m) Wheelchair passengers are not to be embarked/disembarked during refuelling/defuelling. They should remain onboard until the procedure is complete

n) Stretcher cases should remain onboard. The patient securing straps must be released and a rapid means of communication with the ATC/RFFS established

o) Notwithstanding the above, no aircraft may be refuelled with AVGAS or WIDECUT fuel (Jet B or equivalent) or when a mixture of these types of fuel might occur when passengers are onboard, embarking or disembarking.

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GROUND OPERATIONS MANUAL PAGE 6.11/1 SERVICING OF UNATTENDED AIRCRAFT 040417

6.11 SERVICING OF UNATTENDED AIRCRAFT

While the aircraft is unattended, pod and passenger doors should be closed and electrical services should be disconnected. Where parked outside of the CP, seals will be placed across the passenger boarding door, hold door, ventral pods, cabin baggage stowage doors or service panels. These will be applied by authorised persons.

There should be no unauthorised activity or access on or around the aircraft between the crew or agents departing in the evening and arriving back at the aircraft in the morning or beginning of the next operating period.

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GROUND OPERATIONS MANUAL PAGE 6.12/1 PRE-DEPARTURE WALK ROUND 040417

6.12 PRE-DEPARTURE WALK ROUND

Prior to an aircraft push back or manoeuvre off stand, ramp personnel are required to carry out a ‘walk round’. The walk round should commence at the nose and finish at the nose. The importance of the walk round cannot be overstressed. The departure crew will be the last persons to deal with the aircraft on the ground, prior to take off. Checklist:

• Hold door closed and door handles flush • Cabin door closed and handles correct • Panel and hatches closed • Damage to the aircraft skin • Flat or defective tyres • Fuel, hydraulic, oil or water leaks • All ground service equipment removed

If you observe anything unusual, this should be reported immediately to the Captain. A General Safety Report must be filed for any damage or unusual occurrence.

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GROUND OPERATIONS MANUAL PAGE 6.12/2 PRE-DEPARTURE WALK ROUND 040417

INTENTIONALLY LEFT BLANK .

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GROUND OPERATIONS MANUAL PAGE 6.13/1 RELEASE OF AIRCRAFT BY DISPATCHER 040417

6.13 RELEASE OF AIRCRAFT BY DISPATCHER The Dispatcher must be responsible for coordinating all ground activities for an aircraft turnaround. The role of the dispatcher is to oversee and control handling activities and to ensure a safe and timely dispatch of the aircraft. The dispatcher must communicate effectively with the loading team concerning the loading of baggage and freight and ensure that all documentation for the flight is present and completed correctly (LIRF, PNL, Loadsheet etc). The Aircraft Commander is reliant on the Dispatcher as the single point of contact to inform him/her when the aircraft turnaround is complete and is ready to depart. This may be in the form of verbal confirmation via face to face or over the radio. At no point with the Aircraft Commander depart until confirmation is received from the Dispatcher. To help minimise loading errors, the dispatcher must randomly select 10% of hold baggage being loaded to ensure the correct baggage for the flight is being loaded. This should be recorded on dispatch paperwork and retained as part of the flight file.

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GROUND OPERATIONS MANUAL PAGE 6.14/1 SIGNALS FOR START/PUSHBACK/POWERBACK 040417

6.14 PUSHBACK AND TOWING PROCEDURES/TOWBARS/POWERBACK

WARNING: WHERE A CATEGORY 1 TUG (AS DEFINED IN AHM 955) IS AVAILABLE FOR USE BY THE HANDLING AGENT TO PUSH BACK AN EASTERN AIRWAYS AIRCRAFT, IT MUST ALWAYS BE USED. SHOULD A CATEGORY 1 TUG NOT BE AVAILABLE, THEN A CATEGORY 2 TUG MAY BE USED, BUT THE UPMOST CARE MUST BE TAKEN TO ENSURE A SMOOTH PUSH BACK. AHM 955 CATEGORIES OF TRACTOR IN ACCORDANCE WITH THE MAXIMUM AIRCRAFT WEIGHT; CATEGORY 1 – AIRCRAFT LESS THAN 50,000 KG (110,000 LB) CATEGORY 2 – AIRCRAFT LESS THAN 150,000 KG (330,690 LB) 6.14.1 Precautions during Pushback Procedures In areas where the ramp/taxiway is intersected by drainage gullies (or similar) the aircraft wheels should be clear of these areas before the tug is disconnected.

The last few feet of any pushback or towing operation should be in a straight line to ensure that the aircraft wheels and towbar are straight. Failure to comply may lead to the towbar swinging into a straight position once it is disconnected from the tug, which may cause injury.

6.14.2 Use of Eye Protection Goggles/protective eyewear should ALWAYS be worn by the individual facing the aircraft & conducting a powerback manoeuvre, irrespective of weather conditions or proximity to the aircraft. If it is wet or light snow covered ground, it is recommended that the individual carrying-out the powerback signalling stands off centre, level with the wingtip to the captain’s side. Advise the operating crew that this is the case so they know where to view signals.

6.14.3 Headset usage for aircraft start-up For the start-up of any Eastern Airways aircraft, a headset/intercom must be used to ensure a safe & coordinated start of the aircraft. This is especially paramount when a pushback procedure is to be carried out. If you are unsure of the location of the headset connection, either ask the crew prior to door closure or consult the operations or ground handling manual for diagrams. A ground crew jack box is located on the nose undercarriage. In adverse weather conditions, it may not be possible to use headsets. In any situation where a headset cannot be used, the crew must be notified and agree to use standard ICAO hand signals. 6.14.4 Headset usage for aircraft start-up (RAF Stations) Aircraft start-up procedures at RAF Stations may be carried out using hand signals only providing pushbacks are not required. Ground crew are to use standard ICAO hand signals only.

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6.14.5 Powerback / Aircraft Reversing Under Own Power Eastern Airways carries out power back operations on its JS41 aircraft. This operation is only carried out where local Airport regulations allow. The power back operation must be conducted by two people (marshaller and banks man). The marshaller must be wearing suitable eye protection.

The Captain has the right to refuse to commence the power back if suitable eye protection is not worn unless circumstances dictate that eye protection is either not available or wearing eye protection would cause a hindrance to the procedure (i.e. glasses misting up due to weather).

Standard ICAO/IATA hand signals must be used between the marshaller and flight deck. Upon commencing the power back, the marshaller must follow the aircraft back at a safe distance at a brisk walking pace. This will allow the flight deck to maintain sight of the marshalling signals and power back at a consistent speed.

The banksman must be located on the port side of the aircraft at the rear of stand / road. This will enable to Captain to use the banksman as a point of reference for the powerback.

The come forward signal, followed by the stop signal should be given by the marshaller when the aircraft main wheels are adjacent to the taxiway centreline.

6.14.6 Push-Back Procedures (using headset) The aircraft must not be towed or pushed back with any engine

operating when the aircraft or tug is on an icy/slippery surface, is on sand/mud or the wind speed is greater than 30kts.

The nose wheel steering must be unobstructed at all times during any push back operation. The aircraft engines should be started before the push-back unless this contravenes the above limitations.

The propeller start locks should remain engaged until the tow bar is disconnected and all Ground Personnel are clear of the aircraft.

When ready for pushback and with clearance from ATC, the Captain should say to the Ground Crew:

1) ‘Ready for push-back, call for brake release’

2) The ground crew should reply with a call for brakes to be released

3) The Captain should release the park brake and then call ‘brakes released, pressure zero’

4) Push back can commence

5) Wherever possible the duration of any pushback or towing operation should be in a straight line to ensure that the aircraft wheels and towbar are straight

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6.14.7 Push-Back Procedures (no headset used) When pushbacks are done on hand-signals due no headsets available only standard IATA/ICAO signals should be used. This must be discussed with the Captain prior to taking place. The Captain has the right to refuse pushback if no head set is used. If no headset is available and there is a conflict or change to ATC pushback instructions, the Captain should signal for the pushback to stop. Communication with the ground crew will be re-established or ATC informed if this is not possible.

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6.14.8 Signals for Start, Pushback and Powerback

Signals for Start, Pushback and Powerback

Meaning Signal Set parking brake Groundcrew: Raise hands, open fully with fingers

spread, palms towards Captain. Clench fists positively, palms towards Captain.

Parking brake is set This signal must not be given as an immediate acknowledgement of the signal to set the brakes. It must only be given after the parking brake is set and the pressure checked. Captain: Raise hands above coaming, open fully with fingers spread, palms towards groundcrew. Clench fists, palms towards groundcrew.

(For nosewheel-lifting pushback unit) May I lift nosewheels?

Groundcrew: Both hands held forward, open and palms upwards, level with elbows. Hands raised in lifting motion.

Lift nosewheels Captain: One hand, palm upward, lifted, and then thumb up signal.

Disconnect external power

Raise both hands above coaming, left hand fingers upward, palm forwards towards groundcrew, with thumb extended horizontally and grasped in right fist. Pull hands apart positively.

Connect towbar Raise both hands, open, apart and horizontal, above coaming, left hand palm down, right hand palm up. Bring hands together and grasp fingers to interlock hands.

Release brakes Groundcrew: Raise hands, fists clenched, palms towards Captain. Open hands fully with fingers spread, palms towards Captain.

Brakes are released This signal must not be given as an immediate acknowledgement of the signal to release the brakes. It must only be given after the brakes are released. Captain: Raise hands above coaming, fists clenched, palms towards ground-crew. Open hands fully with fingers spread, palms towards groundcrew.

When instructed, push back to face in direction indicated

First (index) finger of one hand on own nose, first finger of other hand extended horizontally to point in direction to be faced.

Commence pushback Both hands raised above coaming, open, with palms forwards towards ground crew. Make pushing motion.

Am I clear to start engine no _?

Both hands raised above coaming, left hand palm towards groundcrew with finger(s) extended upwards to indicate the number of the engine to be started. Right hand with first finger extended, pointing forward, rotated in a repeated circle.

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Meaning Signal Stop engine(s) Groundcrew: Pull right hand, first finger extended,

across throat. To stop a single engine, groundcrew raises left hand, palm towards Captain, with finger(s) extended to indicate the number of the engine to be stopped, while pulling right hand across throat.

Emergency stop Captain: Raise one fist in ‘brake is set’ manner, close to windscreen, and wave it from side to side. Stop any engine start which is in progress. FO: Flash both taxi lights several times and if tug driver might be monitoring ground or tower frequency, call him on RT.

Disconnect towbar Both hands raised above coaming in the ‘Connect towbar’ interlocked position described above. Release fingers and separate hands to first position described at ‘Connect towbar’ above.

Powerback Captain places both fore fingers horizontally above glareshield and rotates them around each other. Groundcrew responds by giving the same signal to indicate powerback may commence.

To Re-establish Contact After Groundcrew Released Meaning Signal

Flight Deck to Groundcrew

Stop the aircraft. Flash nearer taxi light until groundcrew acknowledges and comes to plug in headset (if available).

Groundcrew to Flight Deck

Groundcrew: Wave headset, hand or marshalling baton and point towards aircraft. At night, hold up and flash marshalling batons or torch (flashlight). Flight Deck: Acknowledge by stopping the aircraft and switching taxi light on and off.

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GROUND OPERATIONS MANUAL PAGE 6.15/1 INTERIOR CLEANING SPECIFICATION 040417

6.15 Refuelling at MOD stations For re-fuelling operations being carried out at MOD stations, MOD personnel are not permitted to operate fuelling panels but may assist the flight crew with the re-fuelling procedure.

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6.16 INTERIOR CLEANING SPECIFICATION

The Eastern Airways aircraft cleaning specification manual can be found via the following link: http://ops.easternairways.com/login.asp Password: As issued

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GROUND OPERATIONS MANUAL PAGE 6.17/1 WEATHER PRECAUTIONS 040417

6.17 WEATHER PRECAUTIONS 6.17.1 General Parking Position Particularly during periods of actual or forecast strong winds, aircraft should be parked in a sheltered position, and pointing into the prevailing wind direction where practical. Positioning of the aircraft should represent the best available compromise between the requirement of the airport and/or air traffic control, the prevailing wind direction, and the proximity to the buildings and other aircraft. This can be conducted by either the ground handling agent or engineering. Chocking of Aircraft During periods of actual or forecast strong winds, always ensure chocks are placed fore and aft of all main and nose-wheels. Normally this will be requested either by Eastern Airways Operations Department or the aircraft Captain. However this should be done for all aircraft with a stopover duration exceeding 1-hour by the handling agent or engineering. Fuelling of Aircraft For aircraft planned for long turnarounds, or night stopping, it may be preferable to fuel the aircraft on arrival during actual or forecast strong winds, as the weight of fuel will add to the aircraft’s stability. Eastern Airways Operations or the aircraft Captain will normally make such a request. Handling agents should liaise with the crew in determining a fuel load suited to the booked load for the next planned flight. Fitting of Engine Blanks Where heavy snow is forecast, it is preferable to fit engine blanks into the air intakes of aircraft on night stops or long turnarounds. When this is necessary, crew will be required to remove blanks and sign the tech log stating that the blanks have been removed prior to the next flight. Ground Equipment In strong winds, aircraft must have all non-essential ground equipment (GPUs, Mobile Waste Containers etc.) removed from the vicinity of the aircraft while it is unattended. This equipment may only be returned prior to the departure of the aircraft with ground staff in attendance. Ground equipment must have parking brakes applied (where fitted) and chocked. Where equipment is needed to service the aircraft, precautions should be taken to ensure where possible, it is positioned a safe distance from the aircraft to minimise the potential for it to make contact with the aircraft.

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GROUND OPERATIONS MANUAL PAGE 6.18/1 REPORTING OF HOLD CONTENTS AND LOADING 040416

6.18 REPORTING OF HOLD CONTENTS AND LOADING Reporting of hold contents Prior to loading the hold of any Eastern Airways aircraft please ensure that the hold is checked in advance. Should any items such as ballast blocks, bags, catering boxes or any other items already be in the hold prior to loading, ENSURE such items are reported to the aircraft Captain & verification is made that items are to be carried & not removed. Never assume that such items as ballast blocks are to be left in the hold. Carriage of such additional weight without record or calculation can present a serious flight safety issue. As a baggage handler, ramp operative, dispatcher or turnaround coordinator, always ensure that if these items are agreed to be carried or have been requested to be loaded & carried, they are always advised to the captain, dispatcher or load controller such that they are contained or calculated into any load sheet. When any individual is entering or exiting an aircraft hold, only appropriate ground handling equipment must be used. Individuals operating this equipment must be trained to do. Extreme care must be taken when placing items of equipment up to the fuselage of the aircraft and an allowance must be made for small movements of the aircraft. Crew bags stowed in the aircraft hold, identifiable by a crew lanyard, are to be removed only by the handling agent when requested to do so by the crew. Baggage must be loaded with care and must not be stacked above the top of the hold netting when in place. Any baggage above the netting may spill over in flight and become trapped in between the net and the hold door. Any individual items loaded, weighing over 25kgs must be tied down using the tie down straps (see section 2 for procedure).

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GROUND OPERATIONS MANUAL PAGE 6.19/1 CATERING OF AIRCRAFT 040416

6.19 CATERING OF AIRCRAFT Catering of aircraft Upon arrival on stand, after passengers have disembarked, the catering staff will be given the catering uplift sheet prepared by the incoming Cabin Crew. The Cabin Crew will be responsible for bringing the catering trolley to the front of the aircraft for the catering staff to re-cater. Catering staff must not manoeuvre the trolley themselves. The trolley will be placed at the front of the aircraft in the aisle only while re-fuelling is not taking place. Should the aircraft refuel, the seat belt signs will be illuminated by the flight deck. At this point, the Cabin Crew will remove the catering trolley from the aisle and return it to the galley to enable a means of accessing the exits during the refuel process. The means of accessing the aircraft should be by the forward main passenger door. Should any other service door be required, the Cabin Crew will open them. The catering staff must not operate the doors. The catering company must have their own Risk Assessment for the task based on this procedure. Hot water uplift The J41 & EMB aircraft each carry two hot water urns located in the galleys The S20 carries one urn. It is the responsibility of the catering staff to remove and replace the urns from/to the galley for replenishment. The urns must be replenished off of the aircraft. The urns must not be replenished on board the aircraft. Each urn is secured in place via red latches. Communication must be made with the Cabin Crew to advise them that urns have been replenished and replaced. The urns in the galley are assigned to the airframe. Under no circumstances must the urns be permanently removed or swapped by catering staff. The location of the urns are shown on the galley layouts below.

Urns push onto electrical fitments so every care must be taken on their fitment and removal so as not to damage the socket. In the J41, two silver catches secure a facing panel in front of the urns.

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J41 galley S20 galley (Driessen galley) (facing panel in front of urn) (red latches shown)

EMB ERJ S20 galley (Bucher galley)

(red latches shown)

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Operation of red latches The layout of galleys may vary from aircraft to aircraft. It is the responsibility of catering staff to familiarize themselves with the location of all trollies, urns and latches. If staff are unsure of galley layouts or location of latches, they must consult a member of the Cabin Crew for clarification. Catering staff must ensure that following any activity of removing and replacing urns and trollies, the red latches are left secure so as to secure the equipment in place. The catering company must have their own written procedure in place based on the content of this Section and ensure that staff receive internal training.

Offloading of catering trollies There are occasions where catering trollies may need to be offloaded by catering staff. It is important that catering staff follow the procedures below. The removal of trollies from the rear aircraft door is prohibited without the use of a highloader. Doors must only be operated by crew. Manual offload of the trollies by hand must only take place from the front door. Prior to the offload, all trays and content of the trolley must be removed. The door must be secured using the door latch. The trolley must be offloaded with the door facing skyward. The offload of a trolley is to be conducted using no less than three people. The third person must be placed at the bottom of the aircraft steps to provide guidance on foot position to the person walking backwards and control the speed of the operation. All staff must wear appropriate PPE. The catering company must ensure that they have completed their own risk assessment based on this procedure and that staff have received training. This instruction is applicable to re-catering the aircraft via the rear door.

Rear Service Door Opening & Closing – Normal Operation Rear service door is not permitted to be opened unless a catering platform is in position. The door must remain closed until a catering platform has been positioned outside and the Cabin Crew member has received two knocks on the door as confirmation. Catering Staff Once last passenger has left the aircraft, the catering driver knocks twice on the service door for access to the galley. They wait for a count of 10, which allows time to move away to a safe distance before the door is opened by the cabin crew. On completion of the uplift Catering staff shall inform the Cabin Crew they are leaving the aircraft. The cabin crew are to close the door. Only when the door is closed and secure, can the catering platform be removed.

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Cabin Crew Member On receiving two knocks they wait for a count of 10, which allows Catering Staff time to move away to a safe distance before the door is opened.

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GROUND OPERATIONS MANUAL PAGE 7.1/1 WINTER OPERATIONS AND DE-ICING 040417

SECTION 7 WINTER OPERATIONS

7.1 WINTER OPERATIONS & AIRCRAFT DE-ICING At certain periods of the year it will be necessary to apply additional measures to protect aircraft such as in high wind or apply anti and de-icing measures to allow the safe operation of our aircraft.

This section details the application and consideration towards such procedures and should be applied as directed to each specific aircraft type.

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GROUND OPERATIONS MANUAL PAGE 7.2/1 DE-ICING REQUIREMENTS AND PROCEDURES 040417

7.2 DE-ICING REQUIREMENTS & PROCEDURES 7.2.1 Introduction Any deposit of ice snow or frost on the external surface of an aircraft may drastically affect its flying qualities because of reduced aerodynamic lift, increased drag and modified stability and control characteristics. Furthermore, freezing deposits may cause moving parts such as elevators, ailerons, flap actuating mechanisms etc, to jam and create a potentially hazardous condition. Also, engine operation may be seriously affected by the ingestion of snow or ice into the engine, causing engine stall or compressor damage. The most critical ambient temperature range is between +3C and -10C. However, at much higher ambient temperatures (possibly up to +15C or higher), ice may form on the top and underside of fuel tanks containing large quantities of cold fuel.

7.2.2 Purpose The procedure is intended to ensure that de-icing/anti-icing of the airframe is clear of contamination so that neither degradation of aerodynamic characteristics nor mechanical interference will occur and, following anti-icing, to maintain the airframe in that condition for appropriate holdover time.

7.2.3 Responsibility Some, but by no means all, aeroplane types are certificated for flight in a variety of icing conditions, and the details are contained in the Flight Manual and its supplements, with which all pilots should be familiar.

Aeroplane commanders are therefore to ensure that anti and de-icing operations appropriate to the conditions are carried out on the ground before departure, and that pre-flight inspection indicates that all significant deposits of hoar frost, ice and snow have been removed before any attempt is made to take off.

Any effect of ground de-icing on aeroplane performance must be taken into account.

A signature or acceptance from an Eastern Airways captain or Engineer should always be obtained following application & inspection.

7.2.4 General Precautions Normally, unless the aeroplane is being de-iced by the approved contractor at its main base, the flight crew or engineer may be required either to supervise the de-icing operations, or to inspect once completed the operation.

Care should be taken to ensure that whether removed by broom, squeegee or the application of fluid spray, deposits are swept away from control surface hinge areas and system intakes, and that the sprays themselves are not directed to these areas. Since the de-icing fluid may be further diluted by the melting deposits which it is designed to remove, refreezing may occur if the solution runs onto other parts of the aeroplane, and close attention should be paid to this possibility.

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Care should be taken to prevent de-icing fluid from accumulating around cockpit transparencies, on which it may cause smearing and loss of vision as speed is increased during a subsequent take-off.

When de-icing operations have been completed, ideally as close to the scheduled departure time as possible, a careful walk-round inspection of the aeroplane is to be completed in order to confirm that flying and control surfaces have been cleared of deposits, and that intake and drain holes are free of any obstruction.

If possible, control surfaces should be moved over their full range, and jet engine compressors rotated by hand to ensure that they have not become frozen in position.

An inspection of propeller aircraft spinners should be made to check for trapped snow or moisture, which could subsequently refreeze and cause propeller imbalance or malfunction.

7.2.5 Training Requirements Appropriate training of any personnel performing de-icing functions must be completed annually and records available for Eastern Airways inspection. No personnel who have not undergone training should be involved in the de-icing or anti-icing processes upon our aircraft

7.2.6 Anti-icing Policy Eastern Airways does advocate the practice of ANTI-ICING upon its aircraft fleet wherever practicable. However, this should not simply be carried out without consultation with the Eastern Airways Operations Department.

NOTE: Aircraft should not receive anti-icing treatment on a Friday into Saturday or Saturday into Sunday on any occasions.

As a guide, certain criteria should be applied before anti-icing is applied:

(a) The aircraft has become wet-soaked prior to forecasted freezing conditions

(b) A period of freezing conditions is forecast to be followed by snowfall

(c) Snowfall is forecast followed by freezing conditions

(d) Application will reduce operational disruption for the next operational day

(e) or period of operation later the same day

7.2.7 Aircraft Brushing Before de-icing fluid is applied to any surfaces, the sweeping of any loose deposits or fresh snow is encouraged to reduce the fluid levels required.

7.2.8 Fluid Volumes The nominal values for de-icing aircraft types are:

200 litres – J41 250 litres – EMB ERJ

300 litres – Saab 2000

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Any amounts that are expected to far exceed the above values must be authorised by the crew or Eastern Airways Operations first.

A signature or acceptance from an Eastern Airways captain or Engineer must be obtained following application & inspection. 7.2.9 Prop cleaning Prior to the application of de-icing fluid, it is important that any build-up of snow is removed. This should be done using either a soft bristled brush or squeegee so as not to damage the propeller blades.

De-icing fluid is to be applied using either a cloth or sponge soaked in de-icing fluid. Ground staff should wear PPE appropriate for the application.

De-icing fluid is not to be applied using a de-icing hose due to the potential for the fluid to enter the engine intakes.

Please note the direction of rotation of the propeller blades as below:

Saab o Both propellers rotate in the anti-clockwise direction (when facing

the nose of the aircraft, looking aft) J41

o The no1 propeller (ie the propeller on the aircraft’s left wing) rotates anti-clockwise (facing the nose of the aircraft, looking aft)

o The no2 propeller rotates clockwise (facing the nose of the aircraft, looking aft)

In order to access each propeller blade, the propellers are to be turned in the direction as indicated above only.

All ports and vents must be checked to ensure that they are clear of fluid or frozen contamination. If found, report contamination to the Engineer or Captain.

RADOME

Sprayed at the discretion of the de-ice crew.

COCKPIT WINDOWS

Cock pit windows at the request of the Captain, function to be completed only by an engineer.

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GROUND OPERATIONS MANUAL PAGE 7.3/1 DE-ICING FLUIDS 040417

7.3 DE-ICING FLUIDS For information relating to the application and holdover times of de-icing fluids, refer to the current edition of Association of European Airlines (AEA) (recommendations for de-icing/anti-icing aircraft on the ground). Definitions

Condition Definitions Active frost

Active frost is a condition when frost is forming. Active frost occurs when aircraft surface temperature is:

at or below 0 ºC (32°F) and

at or below dew point

Anti-icing A precautionary procedure that provides protection against the formation of frost or ice and accumulations of snow on treated surfaces of the aircraft for a limited period of time (holdover time).

Clear Ice A coating of ice, generally clear and smooth, but with some air pockets. It is formed on exposed objects at temperatures below or slightly above freezing temperatures by freezing of super cooled drizzle, droplets or raindrops.

Cold-soak effect

The wings of aircraft are said to be “cold-soaked” when they contain very cold fuel as a result of having just landed after a flight at high altitude or from having been re-fuelled with very cold fuel. Whenever precipitation falls on a cold-soaked aircraft when on the ground, clear icing may occur. Even in ambient temperatures between -2°C and +15°C, ice or frost can form in the presence of visible moisture or high humidity if the aircraft structure remains at 0°C or below. Clear ice is very difficult to be detected visually and may break loose during or after takeoff. The following factors contribute to cold-soaking: temperature and quantity of fuel in fuel cells, type and location of fuel cells, length of time at high altitude flights, temperature of re-fuelled fuel and time since re-fuelling.

De-icing A procedure by which frost, ice, slush and snow is removed from an aircraft in order to provide uncontaminated surfaces.

De-Icing/Anti-Icing A combination of the two procedures described above and may be performed in either one or two steps.

One-Step De-Icing/Anti-Icing

De-icing and anti-icing are carried out at the same time using a de-icing/anti-icing fluid to both remove frozen deposits and to protect the de-iced surfaces for a limited period of time.

Two Step De-Icing/Anti-Icing

De-icing and anti-icing are carried out in two separate steps, the first step, de-icing being immediately followed by the second step, anti-icing.

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Freezing Conditions Conditions in which the outside air temperature is below +3°C (37.4°F) and visible moisture in any form (such as fog with visibility below 1.5 km, rain, snow, sleet or ice crystals) or standing water, slush, ice or snow is present on the runway.

Freezing Drizzle Fairly uniform precipitation composed exclusively of fine drops (diameter less than 0.5 mm (0.2 in)) diameter very close together which freezes upon impact with the ground or other exposed objects.

Freezing Fog A suspension of numerous minute water droplets which freezes upon impact with ground or other exposed objects, generally reducing the horizontal visibility at the earth’s surface to less than 1 km (5/8 mile).

Frost/Hoar Frost Ice crystals that form from ice saturated air at temperatures below 0°C (32°F) by direct sublimation on the ground or other exposed objects.

Holdover Time Estimated time for which an anti-icing fluid will prevent the formation of frost or ice and the accumulation of snow on the protected surfaces of an aircraft, under all weather conditions.

Snow Precipitation of ice crystals, most of which are branched, star-shaped or mixed with unbranched crystals. At temperatures higher than -5°C (23°F), the crystals are generally agglomerated onto snowflakes.

Light Freezing Rain Precipitation of liquid water particles which freeze upon impact with exposed surfaces and objects. Precipitation consists of drops, greater than 0.5 mm (0.02) diameter. Measured intensity for liquid water particles are up to 0.10 in/hr (2.5 mm or 25 gms/dm2/hr) with a maximum of 0.10 inches in 6 minutes.

Lowest Operational Use Temperature

The lowest operational use temperature is the higher (warmer) of a) The lowest temperature at which the fluid meets the

aerodynamic acceptance test for a given type)high speed or low speed ) of the aircraft or

b) The freezing point of the fluid plus the freezing point buffer of 10°C for TypeI fluid and 7°C for Type II, III or IV fluids

Moderate and heavy freezing rain

Precipitation of liquid water particles which freezes upon impact with the ground or other exposed objects, either in the form of drops of more than 0.5 mm (0.02 inch) or smaller drops which, in contrast to drizzle, are widely separated. Measured intensity of liquid water particles is more than 2.5 mm/hour (0.10 inch/hour) or 25 grams/dm2/hour.

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Radiation cooling

A process by which temperature decreases due to an excess of emitted radiation over absorbed radiation. On a typical calm clear night aircraft surfaces emit longwave radiation, however there is no solar radiation (shortwave) coming in at night and this longwave emission will represent a net energy loss. Under these conditions the aircraft surface temperatures may be up to 4°C or more below that of the surrounding air.

Rain or High Humidity (on Cold Soaked Wing)

Water forming ice or frost on the wing surface, when the temperature of the aircraft wing surface is at or below 0°C (32°F).

Sleet Precipitation in the form of a mixture of rain and snow. For operation in light sleet treat as light freezing rain.

Slush Snow or ice that has been reduced to a soft watery mix by rain, warm temperatures and/or chemical treatment.

Check An examination of an item against the relevant standard by a trained and qualified person.

Pre Take-Off check This check ensures that the representative surfaces of the aircraft are free of ice, snow, slush or frost just prior to take -off. This check should be accomplished as close to the time of take -off as possible and is normally made from within the aircraft by visually checking the wings or other critical surfaces, defined by the aircraft manufacture. See AFM.

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GROUND OPERATIONS MANUAL PAGE 7.4/1 WINTER OPERATIONS - SAAB 2000 040417

7.4 WINTER OPERATIONS - SAAB 2000

The following guidance is issued specifically in relation to the operation of the Saab 2000 aircraft type whereby additional precautions relative to control surfaces and Auxiliary Power Unit are required.

7.4.1 Aircraft Handling in Cold Weather Operations Aircraft operation in adverse weather conditions presents additional problems due to the effects of extreme temperatures; slippery runways with cross winds, contaminated runways, and extreme turbulence. The problems associated with cold weather operation are primary those concerned with low temperatures and with ice and snow on the aircraft, ramps, taxiways and runways. The majority of operating difficulties are encountered on the ground.

7.4.2 Exterior Safety Inspection Although the removal of surface snow, ice or frost is normally a maintenance function, the flight crew should be alert during pre-flight preparation to inspect areas where surface snow or frost could change or affect normal system operations. Takeoff with coatings of frost, up to 3mm in thickness on lower wing surfaces due to cold fuel, is permissible; however, all leading edge devices, all control surfaces, upper wing surfaces and balance panel cavities must be free of snow or ice. Thin hoar frost is acceptable on the upper surface of the fuselage, provided all vents and ports are clear. The hoarfrost is a uniform white deposit of fine crystalline texture, which usually occurs on exposed surfaces on a cold and cloudless night, and which is thin enough to distinguish surface features underneath, such as paint lines, markings or lettering.

Check propellers for freedom by turning the propellers in the normal direction by hand. If a propeller is stuck, call LMC. Do not use force

Check landing gears (special attention shall be paid to the up stop pads and up lock rollers on the gears for ice build up). Also check tyres are not frozen to the ground and that brakes are free from ice and snow. Use de-icing fluid, ground heater or isopropyl alcohol, but avoid spraying de/anti-icing fluids on brakes. The fluid has a deteriorating effect on carbon brakes.

Landing gear doors: Check that doors are not obstructed and are free of impacted snow or ice

Check that alcohol has evaporated and brakes are dry before starting engines

Clear ice may form on the wing fuel tank area due to cold fuel and is very difficult to detect. Make it a rule to check for ice. It might be easier to detect from behind the wing than from the leading edge. If not sufficient to look at the wing to detect clear ice; use your hand to feel the wing surface.

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If there is ice, check both upper and lower surfaces. Beware that ice may form on the outer part of the wings (outside the tank area) and the horizontal stabilizers while the wing area over the fuel tank is free. This can occur if refueling with fuel warmer than ambient temperature, typically refueling from a hydrant tank. Structure behind the wing tank area might be of composite with different characteristics.

Air condition inlets and exits: Verify the air inlets and exits are clear of snow or ice. Check outflow valves free of impacted snow or ice and unobstructed. If the APU is operating, check that in- and outlets are fully open

Engine inlets: Check inlet cowling free of ice or snow

Fuel tank vents: Check all accessible fuel tank vents. All traces of ice or frost should be removed.

Pitot heads and static ports. Water rundown resulting from snow removal may refreeze immediately forward of the static ports and cause an ice build up which causes disturbed airflow over the static ports and causes erroneous static readings even thought the static ports themselves are clear.

7.4.3 Aircraft Heat Up Whenever possible, external preheat should be utilized in cold weather.

The use of preheat reduces the severity of conditions imposed on all functional systems of the aircraft. It is the preferred, and the best, method of starting engines in extremely cold weather. Pre-heat will warm the oil trapped in the oil coolers and oil filters, which will probably be congealed prior to starting in very cold weather. Preheat the engines by placing a ground heater unit hose into the engine air intake.

For specific pre-heat instructions refer to the aircraft operations manual

7.4.4 Fluids for De-icing and Anti-icing See Section 7.2

7.4.5 Operating with De-icing/Anti-icing Fluids Testing of undiluted de-icing/anti-icing fluids has shown that some of the fluid remains on the wing during takeoff rotation and initial climbout. The residual fluid causes a temporary decrease in lift and increase in drag. To minimise the impact of the fluid effects on aircraft performance when taking off in icing conditions, make a slower than normal rotation. Refer to European Aeronautical Group Gross Mass charts for corrections in performance.

7.4.6 Precipitation Removal and De-icing The wings and tail surfaces must be clear of ice, snow and frost prior to takeoff as characteristics can be adversely affected.

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As the airfoil de-icing system will not operate properly before enough ice has accumulated on the leading edges, it is important that the aircraft is adequately cleaned and covered with de-icing fluid in conditions where ice or snow is likely to accumulate on the aircraft during taxiing and takeoff.

Check for ice and snow in engine inlets, bird catchers and exhaust nozzles, forward part of flaps and the slots between control surfaces and fixed parts. Check the APU inlet area for ice and snow. Do not operate APU longer than necessary in snowy conditions.

Precautionary anti-icing after landing will prevent ice build up, and considerably less or no de-icing is required before takeoff:

(1) Always apply de-icing fluid symmetrically on both sides even when local deposit may be present on one side only

(2) Start to de/anti-ice the left wing first. Start from the tip and progress inwards. Then take the right wing and last the tail section. This means that the left pilot has the best possibility to monitor surface condition. First treated, first deteriorated.

(3) If possible, de/anti-ice with the engines stopped. This makes it easier to check that the airfoils are free from ice after the treatment.

(4) Keep the time between de/anti-icing and takeoff as short as possible

(5) De-ice (Type I) with flaps up to avoid spray into cavities

(6) Anti-ice (Type II/V) with flaps in takeoff position to protect the surfaces in their correct positions for takeoff. Try to avoid spraying the following areas with de/anti-icing fluid:

i. Probes and sensors

ii. Flight deck windows/cabin windows

iii. Control surface cavities

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iv. Static vents

v. Air inlets

vi. Direct into engine or APU intakes

7.4.7 Ground De/Anti-icing Fluid Residue Residue of de/anti-icing fluid can collect in so called aerodynamic quiet areas. Aerodynamic quiet areas are those areas where the fluid does not flow off due to aerodynamic shear forces. These areas are for instance control gaps and other open area where fluid can get in. Especially open areas where the control systems are located can be critical.

Residue of Type IV de/anti-icing fluid, collected in aerodynamic quiet areas, created residue freezing of the elevator control system on some aircraft types (especially aircraft with T-tails and elevators which are controlled via tabs). These residue freezing problems seemed to appear with Type IV fluid when Type 1 fluid or hot water is not used as first step ground de/anti-icing in combination with prolonged period of using Type IV fluid only for overnight protection followed by rain i.e. re-hydration.

Complete dry-out of de/anti-icing fluid reduces the weight of the fluid to approximately 1% of the original weight. Therefore, residue from complete dry-out is very hard to detect as the covered item only looks a bit dull. But re-hydration can increase the weight again to 30-40% of the original weight. Such a mixture may freeze at higher temperatures than the original de/anti-icing fluid. It is believed that this caused the above mentioned residue-freezing problems.

Although such residue-freezing problems have not been reported on the Saab 2000, the following general recommendation from SAE G-12 fluids subcommittee is still given:

“The repeated application of Type 11 or Type IV anti-icing fluid, without subsequent application of Type I or hot water, may cause a residue to collect in aerodynamic quiet areas. This residue may re-hydrate and freeze under certain temperatures and high humidity conditions which may block or impede critical flight control systems. This residue may require removal”

After a flight preceded by Type II or Type 1V de/anti-icing fluid, the aircraft should be checked for fluid residue. Especially the wing upper surface and aerodynamic quiet areas, such as the gap between wing and aileron, should be checked. Residue of de/anti-icing fluid may cause clogging of certain holes. If residue of fluid is found, the aircraft should be cleaned by hot water or Type I before the next flight. UN

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GROUND OPERATIONS MANUAL PAGE 8.1/1 GROUND HANDLING AUDITS 040417

SECTION 8 - SECURITY & AUDITING

8.1 GROUND HANDLING AUDITS

8.1.1 General Auditing the appointed or prospective Eastern Airways ground handling agents & associated service providers is an essential element of the continuous improvement in safety and efficiency of the operation. As well as identifying potential problems that could result in injury or loss to individuals as well as loss to Eastern Airways, it also allows each ground handling provider to share information and implement best practice procedures to improve performance of both parties together.

The audit will be conducted by the Eastern Airways Ground Operations department who will be responsible for advising audit schedules, specific requirements for the audit and access requirements while ensuring the audit is conducted correctly and efficiently on the agreed date with the minimum disturbance to the handling agent or service provider. All records will be distributed with appropriate actions and rectifications.

Any necessary re-audits or return visits will be arranged in conjunction with the ground handling agent.

Non-scheduled inspections may be applicable if felt necessary by Eastern Airways and recommended by the Ground Services Manager. 8.1.2 Audit Programme Eastern Airways will carry out regular audits of its Handling Agents and key suppliers.

Station audits for all Schedule Service stations will be carried out at least once in every 24 month period. Audit for charter destinations will be carried out on a frequency compatible with the number of flights operated to that station.

Eastern Airways will contact the handling agent (Station Manager or senior station official) to pre-arrange the audit for a mutually agreeable date. Eastern Airways have identified the following timescales relative to the audit programme:-

8.1.3 Frequency of Audit At least once every 24 months (As required for Charter stations).

8.1.4 Publication of Audit Report Eastern Airways aim to send the completed Audit report within 14 days of completion of the audit. (Serious concerns or deficiencies with a Perceived safety implication will be raised as soon as possible).

8.1.5 Handling Agent Response A formal response from the Handling Agent to any deficiencies highlighted by the report should be received by Eastern no later than twenty one (21) days after publication of the report. Depending on the nature of the deficiencies

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GROUND OPERATIONS MANUAL PAGE 8.1/2 GROUND HANDLING AUDITS 040417

highlighted, this may be an interim report with any further follow-up action and timescales to be mutually agreed with Eastern. NOTE: For serious concerns or deficiencies with a perceived safety implication a shorter response tie is required, dependant on the nature of the problem).

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GROUND OPERATIONS MANUAL PAGE 8.2/1 STAFF TRAINING – SECURITY 040417

8.2 STAFF SECURITY TRAINING It is the responsibility of the handling agent to ensure all staff engaged with any duties involving security are trained by trainers who have been accredited by the UK Department for Transport. The handling agent is responsible for ensuring all staff in possession of a security ID has been trained in General Security Awareness Training for initial and recurrent training. Staff who’s roles require exposure to Triple A or cargo, must be trained by trainers/courses approved by the UK Department for transport in the Account and Authorising of Aircraft Hold baggage (AAA) and cargo training. Persons involved with Eastern Airways Operations, shall have successfully completed relevant training before being authorised to implement security controls unsupervised.

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GROUND OPERATIONS MANUAL PAGE 8.3/1 AIRCRAFT SECURITY 040417

8.3 AIRCRAFT SECURITY In order to sustain a satisfactory level of vigilance at airports, persons with access to airside areas and issued with security passes are responsible for contributing to airport security. All Operational staff should be aware of the basic principles of passenger security; which are that screened passengers should not mix with unscreened passengers, and that passengers should be closely monitored as they either board or disembark the aircraft. No passenger should be allowed airside without passing through a security search. The baggage of any passenger who ‘fails to board’ or subsequently declines to travel must be removed from the aircraft.

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GROUND OPERATIONS MANUAL PAGE 8.4/1 IDENTITY CHECKS 040417

8.4 IDENTITY CHECKS To help reinforce security on who travel on board our aircraft, reasonable steps are taken to confirm the identity of each passenger intending to board a flight. Wherever possible the confirmation should be made against an officially issued document. These are detailed in the Passenger Handling Section of this manual.

All handling agents should instigate full immigration and passport recognition training for any staff handling an International service.

The purpose of identity checks (particularly International flights) is to:

1) Establish that the period of validity of the passport or identity document covers the period of the intended journey (International flights).

2) Confirm that the name booked to travel matches the name on the passport or form of identification.

3) Establish that any necessary visas are present (International flights).

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GROUND OPERATIONS MANUAL PAGE 9/1 DANGEROUS GOODS AND WEAPONS 040417

SECTION 9 - DANGEROUS GOODS AND WEAPONS

Refer to “Eastern Airways Section 9 Dangerous Goods and Weapons” in the Dangerous Goods section on the intranet at:

http://ops.easternairways.com/login.asp

Password: As issued

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Documents

Handling agents should use the information …ops.easternairways.com/docs/full_manual/GOM WHOLE MANUAL.pdfHandling agents should use the information contained in the IATA Airport Handling