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ISAGO Standards Manual Ref. No: 8039-02 ISBN 978-92-9233-307-2 2010 International Air Transport Association. All rights reserved. Montreal Geneva
The second Edition, zero Revision of the ISAGO Standards Manual has been developed by IATA, with support and guidance from the industry, including airlines, ground handling companies and regulatory authorities.
Step
Name
Signature
Date
February 2010
TABLE OF CONTENTS
TITLE PAGE DISCLAIMER CHANGE / REVISION HISTORY TABLE OF CONTENTS..........................................................................................TOC 1 LIST OF EFFECTIVE PAGES ................................................................................ LEP 1 RECORD OF REVISIONS ......................................................................................REC 1 REVISION HIGHLIGHTS ........................................................................................REV 1 FOREWORD.......................................................................................................... FWD 1 APPLICABILITY ..................................................................................................... APP 1 INTRODUCTION ......................................................................................................... .....
1 2 3 4 5 6 7 8 9 10 11 12 Purpose .........................................................................................................................INTRO 1 Structure ........................................................................................................................INTRO 1 ISAGO Standards and Recommended Practices (GOSARPs).....................................INTRO 1 Guidance Material (GM) ................................................................................................INTRO 2 Operational Audit...........................................................................................................INTRO 2 ISAGO Documentation System .....................................................................................INTRO 3 English Language..........................................................................................................INTRO 3 Manual Revision ............................................................................................................INTRO 4 Conflicting Information...................................................................................................INTRO 4 Definition........................................................................................................................INTRO 4 ISAGO Documents and Forms......................................................................................INTRO 4 Authority.........................................................................................................................INTRO 4
3
3.1 3.2 3.3 3.4 3.5 3.6 3.7
4
4.1
5
5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11 5.12 5.13
6
6.1 6.2
7
7.1 7.2 7.3
TOC 2
Table of Content
2
2.1 2.2 2.3
3
3.1 3.2 3.3 3.4 3.5 3.6 3.7
4
4.1 4.2
5
5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11
TOC 3
6
6.1 6.2 6.3 6.4
7
7.1 7.2 7.3
8
8.1 8.2 8.3
9
9.1 9.2 9.3 9.4 9.5 9.6 9.7 9.8
10
10.1
TOC 4
Table of Content
SECTION 1 ORGANIZATION AND MANAGEMENT (ORM-S)...................... ORM-S 1 1
1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8
2
2.1 2.2 2.3
3
3.1 3.2 3.3 3.4 3.5 3.6 3.7
4
4.1 4.2
5
5.1 5.2 5.3 5.4 5.5 5.6 5.13
6
6.1 6.2 6.3 6.4
TOC 5
8
8.1 8.2 8.3
9
9.1 9.2 9.3 9.4 9.5 9.6 9.7 9.8
10
10.1
Table of Content
1.5 1.6 1.7 1.8 1.9 Carriage of Weapons........................................................................................................ PAX 4 Special Category Passengers .......................................................................................... PAX 5 (Intentionally open) ........................................................................................................ PAX 6 Aircraft Access.................................................................................................................. PAX 6 Passenger Boarding Bridge and Stairs ............................................................................ PAX 6
2
2.1 2.2 2.3 2.4 2.5
TOC 7
2
2.1
3
3.1
4
4.1
2
2.1
2.2
OPERATIONS....................................................................................... CGM 7
TOC 8
LEP 1
Section 4 Baggage Handling (BAG) Section 5 Aircraft Handling and Loading (HDL) Section 6 Aircraft Ground Movement (AGM) Section 7 Cargo and Mail Handling (CGM) CGM 1 CGM 9 February 2010 AGM 1 AGM 16 February 2010 HDL 1 HDL 16 February 2010 BAG 1 BAG 4 February 2010
LEP 2
RECORD OF REVISIONS
REC 1
REC 2
All provisions are updated to the 2010 version of the AHM and DGR. Provisions simplified and consolidated; total number is reduced; duplication is eliminated (to the extent possible). Wording in entire manual is converted to International English in accordance with the new IATA Style Guide. Eliminated; replaced by a new ORM section (see explanation below). New section that comprises three separate sections, ORM-H, ORM-HS, and ORM-S; ORM replaces the existing OMS and STM sections (see above); only one of the three ORM sections is used for any audit; the selection of ORM-H, ORM-HS or ORM-S for an audit depends on the way a provider is organized and the type of audit (headquarters, station or headquarters/station) being conducted. Included in the new ORM section; contains provisions that address corporate management system requirements; used when only a headquarters is being audited (i.e. no station involved) Included in the new ORM section; contains provisions that address both corporate and station management system requirements; used only when a headquarters and station are being audited together as a combined entity. Included in the new ORM section; contains provisions that address station management system requirements; used when only a station is being audited (i.e. no headquarters involved). Sections re-named to account for the consolidation of the existing OMS and STM sections into the new ORM section; Section 8 is eliminated.
ORM Section(s)
ORM-H Section
ORM-HS Section
ORM-S Section
Sections 2 8
REV 1
General
This is a new section; name is changed from OMS to ORM (see explanation in Highlights). General The ORM section comprises three separate sections: ORM-H, ORM-HS and ORM-S (see explanation in Highlights). Wording changes in numerous provisions due to conversion to International English. Applicability Stateme ORM - H Wording revised to address the applicability of each ORM section depending on the type of aud being conducted. Replaced previous OMS.
ORM-H 1 ORM-H 1.1 ORM-H 1.1.1 ORM-H 1.1.2 ORM-H 1.2 ORM-H 1.2.1 ORM-H 1.2.2 ORM-H 1.2.3 ORM-H 1.2.4 ORM-H 1.2.5 ORM-H 1.2.6 ORM-H 1.3 ORM-H 1.4 ORM-H 1.4.1 ORM-H 1.4.2 ORM-H 1.5 ORM-H 1.5.1 ORM-H 1.6 ORM-H 1.6.1 ORM-H 1.6.2 ORM-H 1.6.3
REV 2
No revision No revision Wording revised for technical clarity Wording revised for technical accuracy No revision Wording revised (editorial), word "corporate" eliminated Wording revised (editorial), word "corporate" eliminated Wording revised for technical clarity Wording revised (editorial) Wording revised (editorial), word "corporate" eliminated Wording revised for technical clarity, word "corporate" eliminated Intentionally open No revision Wording revised for technical clarity New standard No revision Wording revised for technical clarity No revision Wording revised for technical clarity No revision Wording revised for technical clarity, word
N/A N/A Wording revised (editorial) Wording revised (editorial) N/A Wording revised (editorial) Wording revised (editorial) No revision New AHM reference added No revision Wording revised (editorial) Intentionally open N/A No revision New guidance N/A No revision N/A Wording revised for technical clarity Guidance extended No revision
GOSM Ed 2 Rev 0, January 2010
Revisions Highlights
"corporate" eliminated ORM-H 1.6.4 ORM-H 1.6.5 ORM-H 1.7 ORM-H 1.7.1 ORM-H 1.7.2 ORM-H 1.8 ORM-H 1.8.1 ORM-H 2 ORM-H 2.1 ORM-H 2.1.1 ORM-H 2.1.2 ORM-H 2.2 ORM-H 2.2.1 ORM-H 2.2.2 ORM-H 2.3 ORM-H 2.3.1 ORM-H 3 ORM-H 3.1 ORM-H 3.2 ORM-H 3.3 Intentional open, standard eliminated Wording revised for technical clarity, word "corporate" eliminated No revision Standard extended Sub-reference requirements eliminated No revision Wording revised for technical accuracy No revision No revision Wording revised for technical clarity Wording revised for technical clarity No revision Wording revised (editorial), word "corporate" eliminated Wording revised for technical clarity, word "standard" replaced by "process" No revision Wording revised for technical clarity, word "corporate" eliminated No revision Intentionally open, see ORM-H 3.3 Intentionally open, see ORM-H 3.4 Sub-section relocated, now Safety Program Consolidated OMS 3.1.1, 3.1.3-6, 3.3.1 and 3.3.4 Intentionally open Wording revised (editorial) N/A GM extended Wording revised (editorial) N/A No revision N/A N/A Guidance extended No revision N/A Wording revised (editorial) No revision N/A Wording revised for technical clarity N/A Intentionally open Intentionally open N/A Consolidated guidance of OMS 3.1.1, 3.1.3-6, 3.3.1 and 3.3.4, AHM reference added Consolidated guidance of OMS 3.1.2 and 3.3.2, wording revised for technical clarity New guidance Intentionally open Intentionally open Intentionally open Wording revised (editorial), previously guidance of OMS 3.1.7 N/A Wording revised for technical clarity, consolidated guidance of OMS 3.2.1 and 3.3.1, AHM reference added No revision, previously guidance of
REV 3
ORM-H 3.3.1
ORM-H 3.3.2 ORM-H 3.3.3 ORM-H 3.3.4 ORM-H 3.3.5 ORM-H 3.3.6 ORM-H 3.3.7 ORM-H 3.4
Consolidated OMS 3.1.2 and 3.3.2 Consolidated OMS 3.1.3 and 3.3.4 Intentionally open Intentionally open Intentionally open Wording revised for technical accuracy, previously OMS 3.1.7 Sub-section relocated, now Quality Assurance Program
Consolidated OMS 3.2.1 and 3.3.1 Consolidated OMS 3.2.2 and 3.3..2
ORM-H 3.6.1
ORM-H 3.6.2 ORM-H 3.6.3 ORM-H 3.7 ORM-H 3.7.1 ORM-H 4 ORM-H 4.1 ORM-H 4.1.1 ORM-H 4.1.2 ORM-H 4.1.3 ORM-H 4.1.4 ORM-H 5 ORM-H 5.1
REV 4
Revisions Highlights
ORM-H 5.1.1 ORM-H 5.1.2 ORM-H 5.1.3 ORM-H 5.1.4 ORM-H 5.1.5 ORM-H 5.1.6 ORM-H 5.2 ORM-H 5.2.1 ORM-H 5.2.2 ORM-H 5.2.3 ORM-H 5.2.4 ORM-H 5.3 ORM-H 5.3.1 ORM-H 5.3.2 ORM-H 5.3.3 Wording revised for technical clarity Wording revised for technical clarity Wording revised for technical clarity Wording revised for technical clarity Wording revised for technical clarity Wording revised for technical clarity No revision Wording revised for technical clarity Wording revised for technical clarity, word "subcontracted" replaced by "outsourced" Wording revised for technical clarity, word "subcontracted" replaced by "outsourced" Wording revised for technical clarity No revision Wording revised for technical clarity Wording revised for technical clarity Wording revised for technical clarity Wording revised for technical clarity, word "outsourced" replaced by "external ground service providers" Intentionally open Intentionally open Intentionally open Intentionally open Intentionally open New standard Consolidated OMS 5.12.2 and 5.12.3 Converted to conditional provision, wording revised for technical clarity, previously OMS 5.12.4 Wording revised for technical accuracy, previously OMS 5.12.5 No revision Wording revised for technical accuracy, associated Table relocated to guidance No revision Wording revised for technical accuracy, associated Table relocated to guidance No revision Wording revised for technical clarity No revision Wording revised (editorial) N/A N/A N/A N/A N/A N/A Wording revised (editorial) N/A N/A N/A N/A DGR reference added No revision No revision
ORM-H 5.3.4 ORM-H 5.3.5 ORM-H 5.3.6 ORM-H 5.3.7 ORM-H 5.3.8 ORM-H 5.3.9 ORM-H 5.3.10 ORM-H 5.3.11
N/A Intentionally open Intentionally open Intentionally open Intentionally open Intentionally open New guidance New guidance
ORM-H 5.3.12 ORM-H 5.3.13 ORM-H 5.4 ORM-H 5.4.1 ORM-H 5.5 ORM-H 5.5.1 ORM-H 5.6 ORM-H 5.6.1 ORM-H 5.7
N/A No revision, previously guidance of OMS 5.12.5 N/A Relocated Table 1.1 N/A Relocated Table 1.2 N/A Wording revised (editorial), AHM reference added N/A
REV 5
ORM-H 5.7.1 ORM-H 5.8 ORM-H 5.8.1 ORM-H 5.9 ORM-H 5.9.1 ORM-H 5.10 ORM-H 5.10.1 ORM-H 5.10.2 ORM-H 5.10.3 ORM-H 5.10.4 ORM-H 5.11 ORM-H 5.11.1 ORM-H 5.12 ORM-H 5.12.1 ORM-H 5.13 ORM-H 5.13.1 ORM-H 6 ORM-H 6.1 ORM-H 6.1.1 ORM-H 6.1.2 ORM-H 6.1.3 ORM-H 6.1.4 ORM-H 6.2 ORM-H 6.2.1 ORM-H 7 ORM-H 7.1 ORM-H 7.1.1 ORM-H 7.2 ORM-H 7.2.1 ORM-H 7.2.2
REV 6
Revisions Highlights
previously OMS 7.1.2 ORM-H 7.3 ORM-H 7.3.1 ORM-H 7.3.2 ORM-H 7.3.3 ORM-H 7.3.4 ORM-H 7.3.5 ORM-H 7.3.6 ORM-H 7.3.7 ORM-H 7.3.8 ORM-H 7.3.9 ORM-H 7.3.10 ORM-HS ORM-S 1 ORM-S 1.1 ORM-S 1.1.1 ORM-S 1.1.2 ORM-S 1.2 ORM-S 1.2.1 ORM-S 1.2.2 ORM-S 1.2.3 ORM-S 1.2.4 ORM-S 1.2.5 ORM-S 1.2.6 ORM-S 1.3 ORM-S 1.4 ORM-S 1.4.1 ORM-S 1.4.2 ORM-S 1.5 ORM-S 1.5.1 Su-b-section relocated, now GSE Operations Wording revised for technical clarity, previously OMS 7.2.1 Wording revised for technical clarity, previously OMS 7.2.2 Wording revised for technical clarity, previously OMS 7.2.3 Wording revised for technical clarity, previously OMS 7.2.4 Wording revised for technical clarity, previously OMS 7.2.5 Wording revised for technical clarity, previously OMS 7.2.6 Wording revised for technical clarity, previously OMS 7.2.7 Wording revised for technical clarity, previously OMS 7.2.8 Wording revised for technical clarity, previously OMS 7.2.9 Wording revised for technical clarity, previously OMS 7.2.10 New section No revision No revision Wording revised for technical accuracy Wording revised for technical clarity, previously STM 1.1.2 No revision New standard Intentionally open Wording revised for technical accuracy, previously STM 1.2.2 Standard extended, previously STM 1.2.3 Wording revised for technical accuracy, previously STM 1.2.4 New standard, previously OMS 1.2.6 Intentionally Open No revision Wording revised for technical clarity Wording revised for technical clarity No revision Standard extended, previously STM 1.2.3 N/A N/A Guidance extended New guidance N/A New revision Intentionally open New guidance New guidance New guidance New guidance Intentionally Open N/A New guidance No revision N/A New guidance
REV 7
N/A Wording revised (editorial), previously guidance of OMS 7.2.1 New revision, previously guidance of OMS 7.2.2 New revision, previously guidance of OMS 7.2.3 New revision, previously guidance of OMS 7.2.4 New guidance, AHM reference added N/A N/A N/A N/A N/A
REV 8
Revisions Highlights
ORM-S 3.3.4 ORM-S 3.3.5 ORM-S 3.3.6 ORM-S 3.3.7 ORM-S 3.3.8 ORM-S 3.4 ORM-S 3.5 ORM-S 3.5.1 ORM-S 3.5.2 ORM-S 3.5.3 ORM-S 3.5.4 ORM-S 3.5.5 ORM-S 3.6 Intentionally open Intentionally open Intentionally open New standard Consolidated STM 3.1.3 - 3.1.6 Intentionally open Sub-section relocated, now Quality Control Program Wording revised for technical clarity, previously STM 3.2.1 Wording revised for technical clarity, previously STM 3.2.2 Wording revised for technical clarity, previously STM 3.2.3 Wording revised for technical clarity, previously STM 3.2.4 Wording revised for technical clarity, previously STM 3.2.5 Sub-section relocated, now Outsourcing Quality Control Program Wording revised for technical accuracy, previously STM 3.3.1, word "subcontracted" replaced by "outsourced" Wording revised for technical clarity, previously STM 3.3.2, word "subcontracted" replaced by "outsourced" New standard Sub-section relocated, now Product Quality Control Wording revised for technical clarity, previously STM 3.4.1 Sub-section title changed to Event Response Sub-section title changed to Emergency Response Plan Standard extended, wording changed for technical accuracy Wording revised (editorial) New standard No revision Wording revised for technical clarity Wording revised (editorial) Sub-section title changed to Training and Intentionally open Intentionally open Intentionally open New guidance Consolidated guidance of STM 3.1.3 - 3.1.6 Intentionally open N/A New guidance New guidance N/A N/A No revision, previously guidance of STM 3.2.5 N/A
ORM-S 3.6.1
New guidance
ORM-S 3.6.2 ORM-S 3.6.3 ORM-S 3.7 ORM-S 3.7.1 ORM-S 4 ORM-S 4.1 ORM-S 4.1.1 ORM-S 4.1.3 ORM-S 4.1.4 ORM-S 4.2 ORM-S 4.2.1 ORM-S 4.2.2 ORM-S 5
Guidance extended, previously guidance of STM 3.3.2 N/A N/A Guidance extended N/A N/A N/A New guidance New guidance N/A Wording revised for technical clarity Wording revised for technical clarity N/A
REV 9
ORM-S 5.1.1 ORM-S 5.1.2 ORM-S 5.1.3 ORM-S 5.1.4 ORM-S 5.1.5 ORM-S 5.2 ORM-S 5.2.1 ORM-S 5.2.2 ORM-S 5.2.3 ORM-S 5.2.4 ORM-S 5.3 ORM-S 5.3.1 ORM-S 5.3.2 ORM-S 5.3.3 ORM-S 5.3.4 ORM-S 5.3.5 ORM-S 5.3.6 ORM-S 5.3.7 ORM-S 5.3.8 ORM-S 5.3.9 ORM-S 5.3.10 ORM-S 5.3.11 ORM-S 5.3.12 ORM-S 5.3.13 ORM-S 5.4 ORM-S 5.4.1 ORM-S 5.5 ORM-S 5.5.1
REV 10
Wording revised for technical clarity N/A New guidance New guidance New guidance N/A N/A N/A N/A N/A N/A New guidance Intentionally open Intentionally open N/A Intentionally open Intentionally open Intentionally open Intentionally open Intentionally open New guidance Intentionally open N/A N/A N/A New guidance N/A New guidance
GOSM Ed 2 Rev 0, January 2010
Revisions Highlights
Sub-section relocated, now GSE Operations Training Program Wording revised for technical clarity, previously STM 5.5.5 Intentionally open, duplication Intentionally open, duplication Intentionally open, duplication Intentionally open, duplication Intentionally open, duplication Intentionally open, duplication Sub-section relocated, Aircraft Turnaround Coordinator Training Program Wording revised for technical clarity Sub-section renamed to Security Management No revision Wording revised for technical clarity Wording revised for technical clarity, previously STM 6.2.1 Wording revised for technical clarity, previously STM 6.2.2 Sub-section relocated, now Security Threat Management Previously STM 6.4.1, standard simplified Sub-section relocated, now Contingency Planning Wording revised for technical clarity, previously STM 6.5.1 Wording revised for technical clarity, previously STM 6.6.2 Sub-section relocated, Security Equipment Wording revised for technical clarity, previously STM 6.3.1 Sub-section renamed to Ground Support Equipment (GSE) Management New Sub-section Wording revised for technical clarity Sub-section relocated, now GSE Maintenance Wording revised for technical clarity, previously STM 7.1.2 New standard Sub-section relocated, now GSE Operations
ORM-S 5.6 ORM-S 5.6.1 ORM-S 5.7 ORM-S 5.8 ORM-S 5.9 ORM-S 5.10 ORM-S 5.11 ORM-S 5.12 ORM-S 5.13 ORM-S 5.13.1 ORM-S 6 ORM-S 6.1 ORM-S 6.1.1 ORM-S 6.1.2 ORM-S 6.1.3 ORM-S 6.2 ORM-S 6.2.1 ORM-S 6.3 ORM-S 6.3.1 ORM-S 6.3.2 ORM-S 6.4 ORM-S 6.4.1 ORM-S 7 ORM-S 7.1 ORM-S 7.1.1 ORM-S 7.2 ORM-S 7.2.1 ORM-S 7.2.2 ORM-S 7.3
N/A New guidance Intentionally open Intentionally open Intentionally open Intentionally open Intentionally open Intentionally open N/A Wording revised (editorial) N/A N/A Wording revised (editorial) Extended, previously guidance of STM 6.2.1 No revision, previously guidance of STM 6.2.2 N/A Previous STM 6.4.2 N/A N/A N/A N/A Wording revised (editorial), previous guidance of STM 6.3.1 N/A N/A New guidance N/A New guidance N/A N/A
REV 11
ORM-S 7.3.1 ORM-S 7.3.2 ORM-S 7.3.3 ORM-S 7.3.4 ORM-S 7.3.5 ORM-S 7.3.6 ORM-S 7.3.7 ORM-S 7.3.8 ORM-S 7.3.9 ORM-S 7.3.10 ORM-S 8 ORM-S 8.1 ORM-S 9 ORM-S 9.1 ORM-S 9.1.1 ORM-S 9.1.2 ORM-S 9.2 ORM-S 9.2.1 ORM-S 9.3 ORM-S 9.3.1 ORM-S 9.4 ORM-S 9.4.1
New guidance New guidance New guidance New guidance New guidance N/A N/A N/A N/A N/A New guidance New guidance N/A N/A Wording revised (editorial), previous guidance of STM 8.1.1 N/A N/A Wording revised (editorial), previous guidance of STM 8.2.1 N/A No revision, previous guidance STM 9.1.1 N/A No revision, previous guidance of STM 9.2.1 No revision, previous guidance of STM 9.2.2 N/A No revision, previous guidance of STM 9.3.1 N/A No revision, previous guidance of STM 9.4.1
GOSM Ed 2 Rev 0, January 2010
ORM-S 9.4.2 ORM-S 9.5 ORM-S 9.5.1 ORM-S 9.6 ORM-S 9.6.1
REV 12
Revisions Highlights
ORM-S 9.7 ORM-S 9.7.1 ORM-S 9.8 ORM-S 9.8.1 ORM-S 10 ORM-S 10.1 ORM-S 10.1.1 Sub-section relocated, now Personnel Safety Wording revised (editorial), previously STM 9.5.1 New Sub-section No revision, previous BAG 1.1.2 No revision New Sub-section Standard extended N/A No revision, previous guidance of STM 9.5.1 N/A Previous guidance of BAG 1.1.2, ITRM reference added N/A N/A Wording revised (editorial)
Name is changed from STM to LOD (see explanation in Highlights). Wording was revised (editorial due to conversion to International English). Wording revised for technical clarity, definition of scope.
LOD 1 LOD 1.1 LOD 1.1.1 LOD 1.1.2 LOD 1.1.3 LOD 1.1.4 LOD 1.1.5 LOD 1.1.6 -1.1.7 LOD 1.1.8 LOD 1.1.9 LOD 1.1.10
No revision No revision Wording revised for technical clarity No revision Intentionally open: DGR accessibility now addressed in ORM-S, HS 2.2.3 Wording revised for technical clarity Wording revised for technical clarity Intentionally open Wording revised for technical clarity Wording revised for technical clarity Number added, previously LOD 1.3.2
N/A N/A Wording revised for technical clarity N/A Intentionally open N/A N/A Intentionally open No revision Wording revised for technical clarity Guidance previously from LOD 1.3.2 N/A
Renumbered, previously 1.3 Wording revised for technical clarity, simplification, previously partly covered by LOD 1.3.3 Intentionally open Wording revised for technical clarity, renumbered, previously 1.2 Wording revised for technical clarity, consolidated LOD 1.2.1 and 1.2.2 Intentionally open Wording revised for technical clarity, renumbered, previously LOD 1.2.3 and guidance to LOD 1.2.3
New guidance Intentionally open N/A New guidance, partly consolidated guidance to LOD 1.2.1 and 1.2.2 Intentionally open Wording revised for technical clarity, previously guidance of LOD 1.2.3
LOD 1.2.2 - 1.2.10 LOD 1.3 LOD 1.3.1 LOD 1.3.2 LOD 1.3.3
REV 13
New guidance, previously wording of standard LOD 1.2.4 New guidance, new AHM reference Previously guidance to LOD 1.2.6 Intentionally open Wording revised for technical clarity Previously guidance to LOD 1.2.10 No revision Wording revised for technical clarity, guidance linked to HDL 2.1.5 No revision No revision N/A Wording revised for technical clarity N/A Wording revised for technical clarity Wording revised for technical accuracy, new AHM reference No revision Intentionally open Wording revised for technical accuracy N/A Wording revised for technical accuracy No revision N/A Intentionally open No revision Wording revised for technical clarity New guidance No revision New guidance
LOD 1.3.5 LOD 1.3.6 LOD 1.3.7-1.3.8 LOD 1.3.9 LOD 1.3.10 LOD 1.4 LOD 1.4.1
REV 14
Revisions Highlights
Changes to GOSM Section 3 (LOD to PAX) Area Changed
General Applicability Statement
Description of GM Change
Name is changed from LOD to PAX (see explanation in Highlights). Wording was revised (editorial due to conversion to International English). Wording revised for technical clarity, definition of scope.
PAX 1 PAX 1.1 PAX 1.1.1 PAX 1.2 PAX 1.2.1 PAX 1.2.2 PAX 1.2.3 PAX 1.2.4 PAX 1.2.5 PAX 1.2.6
No revision No revision No revision No revision No revision Wording revised for technical clarity No revision Wording revised for technical clarity Wording revised for technical accuracy Wording revised for technical accuracy, consolidated PAX 1.2.6 and 1.2.8 Intentionally open Wording revised for technical clarity No revision Intentionally open Wording revised for technical clarity, simplification Wording revised for technical clarity No revision Wording revised for technical clarity No revision Intentionally open Consolidated PAX 1.4.4 and 1.4.5 Consolidated PAX 1.4.5 and 1.4.6 No revision No revision Wording revised (editorial), correct standard reference number added No revision No revision Previously PAX 1.6.3 Consolidated PAX 1.6.7, 1.6.1 and
N/A N/A Wording revised for technical clarity N/A Wording revised (editorial) No revision No revision Wording revised for technical clarity Wording revised for technical accuracy Wording revised for technical clarity, partly consolidated guidance of PAX 1.2.6 and 1.2.8 Intentionally open Wording revised for technical clarity N/A Intentionally open New guidance No revision N/A Wording revised for technical clarity No revision Intentionally open No revision No revision N/A No revision No revision No revision N/A New guidance, ICAO Annex 17 New guidance
REV 15
PAX 1.2.71.2.8 PAX 1.2.9 PAX 1.3 PAX 1.3.1 PAX 1.3.2 PAX 1.3.3 PAX 1.4 PAX 1.4.1 PAX 1.4.2 PAX 1.4.3 PAX 1.4.4 PAX 1.4.5 PAX 1.5 PAX 1.5.1 PAX 1.5.2 PAX 1.5.3 PAX 1.6 PAX 1.6.1 PAX 1.6.2
Name is changed from PAX to BAG (see explanation in Highlights). Wording was revised (editorial due to conversion to International English). Wording revised for technical clarity, definition of scope.
No revision No revision Wording revised for technical accuracy Intentionally open Converted to conditional provision
N/A N/A Wording revised for technical accuracy Intentionally open Guidance extended, reference to AHM added No revision No revision N/A No revision Wording revised for technical clarity, AHM reference eliminated No revision N/A Guidance extended Wording revised (editorial) No revision Guidance extended Wording revised (editorial)
BAG 1.1.4 BAG 1.1.5 BAG 1.2 BAG 1.2.1 BAG 1.2.2 BAG 1.2.3 BAG 1.3 BAG 1.3.1 BAG 1.3.2 BAG 1.3.3 BAG 1.3.4 BAG 1.3.5
Wording revised (editorial) Wording revised (editorial) No revision Wording revised for technical accuracy Wording revised for technical accuracy Wording revised (editorial) No revision Wording revised (editorial) No revision Wording revised (editorial), correct standard reference number added No revision No revision
REV 16
Revisions Highlights
BAG 1.3.6 BAG 1.3.7 BAG 1.3.8 BAG 1.3.9 BAG 1.3.10 BAG 1.4 No revision Wording revised (editorial) Intentionally open Intentionally open Intentionally open Relocated, please see ORM-HS or ORM-S Sub-section 8 Wording revised (editorial) No revision Intentionally open Intentionally open Intentionally open Relocated, please guidance of ORM-HS or ORM-S Sub-section 8
Name is changed from BAG to HDL (see explanation in Highlights). Wording was revised (editorial due to conversion to International English). Wording revised for technical clarity, definition of scope
HDL 1 HDL 1.1 HDL 1.1.1 HDL 1.2 HDL 1.2.1 HDL 1.2.2 HDL 1.2.3 HDL 1.2.4
No revision No revision Wording revised for technical accuracy Wording revised for technical clarity Wording revised for technical accuracy Wording revised for technical clarity, OMS reference eliminated Intentionally open Wording revised (editorial)
N/A N/A Wording revised for technical accuracy, AHM reference eliminated N/A Guidance extended, AHM reference added Guidance simplified Intentionally open Guidance extended, added wording from HDL 1.2.3 No revision Wording revised for technical accuracy, added wording from HDL 1.3.22 Wording revised for technical clarity, guidance extended N/A Wording revised (editorial) Consolidated previous guidance of HDL 1.3.2 and 1.3.3., guidance extended Intentionally open No revision Wording revised (editorial) No revision Intentionally open
Wording revised, standard simplified and previously to HDL 1.3.22 Wording revised (editorial) Wording revised for technical accuracy Consolidated HDL 1.3.2 and 1.3.3
HDL 1.3.3 HDL 1.3.4 HDL 1.3.5 HDL 1.3.6 HDL 1.3.7
REV 17
Intentionally open Intentionally open Wording revised for technical accuracy Intentionally open No revision Consolidated HDL 1.3.13 and 1.3.14 and partly 1.3.20 No revision No revision No revision Wording revised for technical accuracy Intentionally open Intentionally open, previously HDL 1.3.13 No revision No revision, previously HDL 1.2.7 Wording revised for technical clarity Wording revised for technical accuracy No revision Wording revised for technical accuracy Wording revised for technical accuracy No revision No revision No revision Wording revised for technical accuracy Wording revised for technical accuracy No revision ( * ) Note eliminated No revision Converted to conditional provision Converted to conditional provision Converted to conditional provision Converted to conditional provision No revision Intentionally open, standard
Intentionally open Intentionally open AHM reference added Intentionally open No revision Consolidated previous guidance of HDL 1.3.13 and 1.3.14 and partly 1.3.20 No revision No revision No revision AHM reference added Intentionally open Intentionally open No revision New guidance, AHM reference added N/A AHM reference added Wording revised (editorial) New guidance, AHM reference added No revision No revision No revision No revision Wording revised for technical accuracy Wording revised (editorial) No revision N/A No revision New guidance, AHM reference added New guidance, AHM reference added No revision No revision N/A Intentionally open
GOSM Ed 2 Rev 0, January 2010
Revisions Highlights
eliminated HDL 1.6.2 HDL 1.6.3 HDL 1.6.4 HDL 1.6.5 HDL 1.6.6 HDL 1.7 HDL 2 HDL 2.1.1 Wording revised for technical clarity, simplification Converted to conditional provision, simplification Converted to conditional provision, wording changed for technical clarity Converted to conditional provision, wording changed for technical clarity Converted to conditional provision, wording changed for technical clarity Relocated, see ORM-HS or ORM-S Sub-section 8 No revision Consolidated HDL 2.1.2 and 2.2.2, wording revised for technical accuracy Previously HDL 2.1.1, wording revised for technical accuracy No revision Previously HDL 2.5.3 HDL 2.1.5 HDL 2.1.6 HDL 2.2 HDL 2.2.1 HDL 2.2.2 HDL 2.2.3 HDL 2.3 HDL 2.3.1 HDL 2.3.2 HDL 2.3.3 HDL 2.3.4 HDL 2.3.5 HDL 2.3.6 Previously HDL 2.1.4, standard extended for technical accuracy Previously HDL 2.1.5, wording revised for technical clarity No revision No revision Intentionally open No revision No revision Wording revised (editorial) Wording revised for technical clarity No revision Wording revised (editorial) Intentionally open, standard eliminated Consolidated HDL 2.3.6 and 2.3.7, wording revised for technical accuracy No revision Wording revised (editorial) No revision No revision No revision Guidance extended Guidance extended Guidance extended Relocated with standards N/A
Wording revised for technical accuracy New guidance, AHM reference added N/A Previously HDL 2.5.3 guidance, AHM reference added Guidance extended Wording revised (editorial) N/A No revision Intentionally open No revision N/A AHM reference eliminated No revision No revision Guidance extended, DGR reference added Intentionally open
REV 19
Name is changed from HDL to AGM (see explanation in Highlights). Wording was revised (editorial due to conversion to International English). Wording revised for technical clarity, definition of scope
AGM 1 AGM 1.1 AGM 1.1.1 AGM 1.1.2 AGM 1.1.3 AGM 1.1.4 AGM 1.1.5 AGM 1.1.6 AGM 1,2 AGM 1.2.1 AGM 1.3 AGM 1.3.1 AGM 1.4 AGM 1.4.1 AGM 1.4.2 AGM 1.5 AGM 1.5.1 AGM 1.5.2 AGM 1.6 AGM 1.6.1
No revision No revision No revision No revision Wording revised, sub reference i) added No revision No revision Previously should requirement, now shall Wording revised (editorial) Wording revised for technical clarity Wording revised (editorial) Wording revised for technical clarity Wording revised (editorial) Wording revised for technical clarity No revision Wording revised (editorial) No revision Wording revised for technical clarity Wording revised (editorial) Wording revised for technical accuracy
N/A N/A Wording revised (editorial) No revision Guidance extended Wording revised (editorial) No revision No revision N/A Wording revised (editorial) N/A Wording revised (editorial) N/A Wording revised (editorial) Wording revised for technical clarity N/A Wording revised (editorial) Wording revised for technical clarity
REV 20
Revisions Highlights
AGM 1.6.2 AGM 1.6.3 No revision Standard simplified, wording of standard relocated to guidance material Intentionally open Intentionally open, standard eliminated No revision Wording revised (editorial) No revision Wording revised for technical clarity No revision No revision No revision No revision Converted to conditional provision, wording revised for technical accuracy, standard previously guidance No revision Wording revised for technical clarity Intentionally open Intentionally open Intentionally open No revision Wording revised for technical clarity No revision No revision Intentionally open Intentionally open Intentionally open Intentionally open No revision No revision Consolidated AGM 2.1.22-23 and 2.1.25 Intentionally open, previously AGM 2.1.22 No revision Intentionally open, previously AGM 2.1.22 No revision No revision
Extended guidance Intentionally open Intentionally open No revision N/A N/A Wording revised (editorial) Guidance extended AHM reference added AHM reference added No revision
AGM 1.6.4 AGM 1.6.5 AGM 1.6.6 AGM 2 AGM 2.1 AGM 2.1.1 AGM 2.1.2 AGM 2.1.3 AGM 2.1.4 AGM 2.1.5 AGM 2.1.6
Guidance extended, previously wording of AGM 2.1.6 No revision AHM reference added Intentionally open Intentionally open Intentionally open AHM reference added New guidance No revision AHM reference added Intentionally open Intentionally open Intentionally open Intentionally open AHM reference added AHM reference added Consolidated guidance to AGM 2.1.22-23 and 2.1.25 Intentionally open No revision Intentionally open AHM reference added
REV 21
AGM 2.1.7 AGM 2.1.8 AGM 2.1.9 AGM 2.1.10 AGM 2.1.11 AGM 2.1.12 AGM 2.1.13 AGM 2.1.14 AGM 2.1.15 AGM 2.1.16 AGM 2.1.17 AGM 2.1.18 AGM 2.1.19 AGM 2.1.20 AGM 2.1.21 AGM 2.1.22 AGM 2.1.23 AGM 2.1.24 AGM 2.1.25 AGM 2.1.26
REV 22
Revisions Highlights
Name is changed from AGM to CGM (see explanation in Highlights). Wording was revised (editorial due to conversion to International English). Wording revised for technical clarity, definition of scope No revision N/A N/A
CGM 1.1 CGM 1.1.1 CGM 1.1.2 CGM 1.1.3 CGM 1.1.4 CGM 1.1.5 CGM1.1.6
No revision No revision Intentionally open, standard relocated to ORM Intentionally open, standard relocated to ORM Wording revised for technical accuracy, consolidated CGM 1.1.4 and 1.1.5 New standard Wording revised for technical accuracy, converted to conditional provision Wording revised for technical accuracy, summarized cargo handling facilities No revision Wording revised for technical accuracy, consolidated CGM 1.2.11.2.4 Intentionally open New standard New standard Wording revised for technical clarity No revision Intentionally open, standard eliminated Intentionally open Wording revised for technical accuracy No revision Intentionally open No revision
New guidance
Intentionally open Intentionally open
Wording revised for technical clarity, guidance for interline cargo requirements were added New guidance Wording revised for technical clarity, AHM reference added Wording revised for technical clarity, defined special cargo
N/A
CGM 1.1.7 CGM 1.2 CGM 1.2.1 CGM 1.2.2 CGM 1.2.3 CGM 1.2.4 CGM 1.2.5 CGM 1.2.6 CGM 1.2.7 CGM 1.2.7 CGM 1.2.8 CGM 1.2.9 CGM 1.2.10 CGM 1.2.11
Wording revised for technical accuracy, combined guidance for 1.2.1-1.2.4 Intentionally open New guidance New guidance No revision New guidance Intentionally open Intentionally open New guidance, reference to DGR Section 9 Wording revised for technical clarity, reference given to entire DGR Section 9 Intentionally open Wording revised for technical clarity, added DGR Section 9
REV 23
CGM 1.2.12
No revision No revision Wording revised for technical accuracy, cited examples of time- and temperaturesensitive goods, Additional guidance to include mandate of local authorities No revision
N/A
CGM 1.3.4 CGM 1.4 CGM 1.4.1 CGM 1.5 CGM 2 CGM 2.1 CGM 2.1.1 CGM 2.1.2 CGM 2.1.3 CGM 2.2
Wording revised for technical accuracy, defined special cargo, specific reference to AHM 333 Relocated, please guidance of ORM-HS or ORM-S Sub-section 8
N/A N/A
Wording revised for technical accuracy, included reference to ITRM for the definitions of Regulated Agent and Known Shipper, Generalized reference to ICAO Annex 17 No revision No revision Wording revised for technical accuracy, generalized reference to ICAO Annex 17 No revision Eliminated reference to Glossary for definitions of Regulated Agent and known Shipper Intentionally open No revision
GOSM Ed 2 Rev 0, January 2010
CGM 2.2.2 CGM 2.2.3 CGM 2.2.4 CGM 2.2.5 CGM 2.2.6 CGM 2.2.72.2.9 CGM 2.2.10
REV 24
Revisions Highlights
CGM 2.2.11 CGM 2.2.12 CGM 2.2.13 CGM 2.2.6 CGM 2.2.72.2.9 CGM 2.2.10 CGM 2.2.11 CGM 2.2.12 CGM 2.2.13 Intentionally open Wording revised (editorial) No revision No revision No revision No revision No revision No revision No revision No revision No revision No revision Eliminated reference to Glossary for definitions of Regulated Agent and known Shipper Intentionally open No revision No revision No revision No revision
REV 25
FOREWORD
The IATA Safety Audit of Ground Operations (ISAGO) program is an internationally recognized and accepted system for assessing the operational management and control systems of an organization that provides ground handling services for airlines (the Provider). ISAGO is based on industry-proven quality audit principles and structured to ensure a standardized audit with consistent results. The technical content of the ISAGO Standards and Recommended Practices (GOSARPs) contained in this manual is under continual review and maintenance by task forces, each comprising a membership of operational, safety, security and quality experts from airlines, regulatory authorities and various other industry entities associated with operational audit. Special care is taken to ensure a regionally diverse membership of each task force. Over the long term, IATA will continually review and update the content of this manual to ensure material is up-to-date and meets the needs of the industry.
FWD 1
FWD 2
APPLICABILITY
The ISAGO Standards and Recommended Practices contained in this ISAGO Standards Manual (GOSM) are used as the basis for an assessment (the Audit) of a provider conducted under the ISAGO Program.
APP 1
APP 2
Structure
The GOSM consists of seven sections as follows: Section 1 Organization and Management (OMR-H, ORM-HS, ORM-S); Section 2 Load Control (LOD); Section 3 Passenger Handling (PAX); Section 4 Baggage Handling (BAG); Section 5 Aircraft Handling and Loading (HDL); Section 6 Aircraft Ground Movement (AGM); Section 7 Cargo and Mail Handling (CGM). Each section has an associated 3-letter identifier (in parentheses above). The reference code for every standard or recommended practice within a section will include the specific identifier for that section (e.g., LOD 1.1.1).
INT 1
Operational Audit
During an Audit, a provider is assessed against the ISAGO Standards and Recommended Practices contained in this manual. To determine conformity with any standard or recommended practice, the ISAGO Auditor will assess the degree to which specifications are documented and implemented by the provider. In making such an assessment, the following guidance is applicable. Documented Documented shall mean any specification(s) in GOSARPs is (are) published and accurately represented in a controlled document. A controlled document is subject to processes that provide for positive control of content, revision, publication, distribution, availability and retention. Implemented Implemented shall mean any specification(s) in GOSARPs is (are) established, activated, integrated, incorporated, deployed, installed, maintained and/or made available, as part of the operational system, and is (are) monitored and evaluated, as necessary, for continued effectiveness. The requirement for specifications to be documented and implemented by a provider is inherent in GOSARPs unless stated otherwise.
INT 2
English Language
English is the official language of the ISAGO Program; documents comprising the ISAGO Documentation System are written in English. The GOPM requires Auditors to ensure the English language version of this GOSM and/or ISAGO Checklists is always used as the basis for a final determination of conformity or nonconformity
INT 3
Manual Revisions
IATA will publish revisions to this GOSM to ensure the content remains current and meets the needs of the ISAGO Program. A revision to the GOSM (except temporary revisions) will always result in a new version of the manual. The version is specified by edition number and revision number (e.g. Second Edition, Revision 0) and date, and is depicted on the cover page of the manual and at the bottom of each individual page. The issue date and effective date are indicated in the record of revisions section of the GOSM. Temporary revisions may be issued in order to meet urgent needs. A temporary revision will not be included in the body of the GOSM, and will be accompanied by specific instructions as to applicability.
Conflicting Information
Manuals within the ISAGO documentation system are not revised concurrently, thus creating the possibility of conflicting information in different manuals. In the case of conflicting information in different ISAGO manuals, the information contained in the manual with the most recent revision date can be assumed to be valid.
10
Definitions
Refer to the IATA Technical Reference Manual for Audit Programs (ITRM) for the definitions of technical terms and the meaning of abbreviations and acronyms. Definitions associated with terms specific to the ISAGO Program are located in the GOPM.
11
12
Authority
The ISAGO Program operates under the authority of the IATA Operations Committee (OPC) with reference to the Board of Governors of IATA.
INT 4
SECTION 1 ORGANIZATION AND MANAGEMENT SECTION 2 LOAD CONTROL SECTION 3 PASSENGER HANDLING SECTION 4 BAGGAGE HANDLING SECTION 5 AIRCRAFT HANDLING AND LOADING SECTION 6 AIRCRAFT GROUND MOVEMENT SECTION 7 CARGO AND MAIL HANDLING
(LOD)
(PAX)
(BAG)
(HDL)
(AGM)
(CGM)
II
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
iii) All operations are conducted in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance Refer to theATA Technical Reference Manual for Audit Programs (ITRM) for the definition of Provider. A management system is documented in controlled company media at both the corporate and operational levels. Manuals or controlled electronic media are acceptable means of documenting the management system. Documentation provides a comprehensive description of the scope, structure and functionality of the management system, and depicts lines of accountability throughout the organization, as well as authorities, duties, responsibilities and the interrelation of functions and activities within the system. Acceptable means of documentation include, but are not limited to, organization charts (organigrams), job descriptions and other descriptive written material that defines and clearly delineates the management system. Documentation also reflects a functional continuity within the management system, which ensures the entire organization works as a system and not as a group of independent or fragmented units (i.e., silo effect). An effective management system is fully implemented and functional with a clear consistency and unity of purpose between corporate management and management in the operational areas. The management system ensures compliance with internal standards and the applicable regulations of all states where operations are conducted. ORM-H 1.1.2 The Provider shall ensure the management system:
ORM-H 1
Guidance There is no universal model for the designation of management accountability. Some organizations, perhaps based on regional or other business considerations, may have a management system whereby overall accountability for operational safety and security is shared among multiple corporate management officials. Ideally, a provider would designate only one corporate management official to be accountable for system-wide operational safety and security. However, assignment of overall operational accountability to one corporate official is a recommended model, not a requirement. When a provider designates more than one senior corporate official to share operational accountability, defined processes are in place to ensure operations are standardized and conducted within a functioning system, and not among separate stand-alone organizations (i.e., silo effect). With the designation of accountability, there is also a clear identification of authority and financial control within the management system for making policy decisions, providing adequate resources, resolving safety and security issues and ensuring necessary system components are in place and functioning properly. Acceptable means of documenting accountability include, but are not limited to, organization charts (organigrams), job descriptions, corporate by-laws and any other descriptive written material that defines and clearly indicates the lines of operational accountability from the corporate level(s) of management to the station level.
1.2
Management Commitment
ORM-H 1.2.1 The Provider shall have a policy that commits the organization to a culture that has safety and security as fundamental operational priorities. (GM) Guidance The policy of a provider reflects the commitment of senior management to a strong culture of operational safety and security. Such policy (or policies) is (are) expressed in the organizational documents, and carried out through operational manuals and other controlled documents that are accessible to and used by personnel at all stations. To enhance effectiveness in creating the desired culture, the policy is communicated and made visible throughout the organization, to include stations, by disseminating communiqus, posters, banners and other forms of information in a form and language which can be easily understood. To ensure continuing relevance, the corporate risk management policy is normally reviewed for possible update a minimum of every two years. ORM-H 1.2.2 The Provider shall have a policy that commits the organization to continuous improvement of the management system, as well as the levels of operational safety and security. (GM) Guidance The policy of a provider reflects the commitment of senior management to ensure measuring and evaluating on a continuing basis, and making changes that improve the management system and the culture. Ideas for improvement may come from internal and/or external sources; therefore, the organization would be constantly monitoring all sources and willing to make changes as
ORM-H 2
iii) Training and competence of personnel; iv) Continual improvement of processes and procedures. (GM) Guidance Guidance may be found in the IATA Airport Handling Manual (AHM) 630. ORM-H 1.2.5 The Provider shall have a policy that commits the organization to addressing environmental issues in all locations where ground operations are conducted in accordance with applicable laws, regulations and other requirements. (GM) Guidance Such policy focuses on compliance with station requirements typically associated with: Material management; Spillage; Discharges and/or emissions; Waste disposal.
ORM-H 3
iii) Performance targets and objectives are achieved implementation of work instructions and practices;
iv) Metrics are established for measuring the effectiveness of the EMS in meeting targets and objectives; v) The EMS is periodically reviewed by senior management to ensure ongoing effectiveness. (GM) Guidance Refer to the ITRM for the definition of Environmental Management System.
1.3 1.4
(Intentionally open)
Communication
ORM-H 1.4.1 The Provider shall have a communication system that enables and ensures an exchange of information that is relevant to the conduct of ground operations, and ensures such exchange of information occurs throughout the management system and in all locations where ground operations are conducted. (GM) Guidance An effective communication system ensures an exchange of relevant operational information among senior managers, operational managers and front line personnel. To be totally effective, the communication system would also include customer airlines, as well as external organizations that work alongside the provider or conduct outsourced ground operations for the provider. Methods of communication will vary according to the size and scope of the organization. However, to be effective, any methods are as uncomplicated and easy to use as is possible, and facilitate the reporting of operational deficiencies, hazards or concerns by operational personnel. Specific means of communication between management and operational ground handling personnel may include: Email, Internet; Safety or operational reporting system; Communiqus (letters, memos, bulletins); Publications (newsletters, magazines). Where applicable, an effective system would ensure any non-verbal communication of operationally critical information or data requires an acknowledgement of receipt. ORM-H 1.4.2 The Provider shall have processes to ensure changes that affect operational responsibilities or performance are communicated as soon as feasible to applicable management and front line personnel. (GM)
ORM-H 4
1.5
Management Review
ORM-H 1.5.1 The Provider shall have a process to review the management system at intervals not exceeding one year to ensure its continuing suitability, adequacy and effectiveness in the management and control of ground operations. A review shall include assessing opportunities for improvement and the need for changes to the system, including, but not limited to, organizational structure, reporting lines, authorities, responsibilities, policies, processes, procedures and the allocation of resources. (GM) Guidance Management review is a necessary element of a well-managed company and provides a process through which organizational control and continuous improvement can be delivered. To be effective, a formal management review takes place on a regular basis, but typically not less than a minimum of once per year. An appropriate method to satisfy this requirement is a periodic formal meeting of senior executives. The agenda of the meeting includes a general assessment of the management system to ensure all defined elements are functioning effectively. The review also includes an assessment of operational performance to ensure the management system is producing the desired operational safety, security and quality outcomes. Senior management ensures deficiencies identified during the management review are addressed through the implementation of organizational changes that will result in improvements to the performance of the system. Input to the management review process would include, but not be limited to: Risk management issues; Safety and security issues; Quality assurance issues; Provision of resources; Operational feedback; Incident and near-miss reports; Changes in regulatory policy or civil aviation legislation; Changes in company and/or customer airline policies or requirements; Process performance and organizational conformity; Status of corrective and preventative actions; Follow-up actions from previous management reviews; Feedback and recommendations for management system improvement; Regulatory violations. To ensure the scope of a management review is systemic, the process would normally include input from stations. Output from the management review process would include decisions and actions related to: Improvement of the effectiveness of processes throughout the management system; Improvement of the management of risks; Ensuring the provision of resources necessary to satisfy operational safety, security and quality requirements.
ORM-H 5
1.6
Provision of Resources
ORM-H 1.6.1 The Provider shall ensure the existence of the facilities, workspace, equipment, supporting services, as well as work environment, necessary to satisfy management system requirements. (GM) Guidance Facilities, workspace, equipment and supporting services would typically include: Buildings, workspaces and associated utilities; Facilities for people in the organization; Equipment appropriate for ground handling functions; Support equipment, including tools, hardware and software; Support services, including transportation and communication. Where infrastructure or equipment is under the responsibility of the airport authority, the provider would typically have a process to liaise with the owner to ensure the availability and serviceability of such infrastructure or equipment. A suitable work environment satisfies human and physical factors and considers: Safety rules and guidance, including the use of protective equipment; Workplace location(s); Workplace temperature, humidity, light, air flow; Cleanliness, noise and pollution. ORM-H 1.6.2 The Provider shall have a policy that ensures positions throughout the organization that affect operational safety and security are filled by personnel that possess the knowledge, skills, training, and experience appropriate for the position. (GM) Guidance Prerequisite criteria for each position, which would typically be developed by the provider, and against which candidates would be evaluated, ensure personnel are appropriately qualified for management system positions in areas of the organization critical to safe and secure operations. For example, the position of station manager would typically have special prerequisite criteria an individual would have to meet in order to be considered for assignment to that position. Similarly, special prerequisite criteria are typically required for other positions throughout the management system that affect safety and security (e.g. safety manager, quality assurance manager, security manager). Positions that require the implementation of security functions typically require completion of a background and criminal history check. A corporate personnel selection policy that applies to all operational areas of the company serves to satisfy this requirement. ORM-H 1.6.3 The Provider shall have a policy that ensures personnel who perform operationally critical functions are required to maintain competence on the basis of continued education and training. (GM)
ORM-H 6
ORM-H 1.6.5 The Provider shall have a policy that addresses the use of psychoactive substances by operational personnel throughout the organization, and ensures: i) ii) The exercise of duties while under the influence of psychoactive substances is prohibited; Consequences for such behavior are defined. (GM)
1.7
Risk Management
ORM-H 1.7.1 The Provider should have a risk management program that specifies processes that are implemented within the management system and in all locations where ground operations are conducted to ensure: i) ii) Hazards with the potential to affect operational safety or security are identified; Threats with the potential to affect security are identified;
iii) Hazards are analyzed to determine risks; iv) Risks are assessed to determine the need for control actions; v) Risk control actions are developed and implemented in operations, and are subsequently monitored to ensure risks are controlled. (GM) Guidance Refer to the ITRM for the definition of Risk. In general, risk management typically includes the basic elements of: Safety hazard identification; Risk assessment; Security threat identification Risk control; Risk monitoring. Risk management processes are typically implemented at all stations for the purpose of addressing conditions, activities or areas of non-compliance that have been identified with the potential to pose risk to operational safety or security. Such processes are also applied to new initiatives, which could include business decisions that pose potential new risk(s) to operations. It is impossible to list all instances of such initiatives, but examples might include significant changes to operations, such as the acquisition of an existing ground handling service provider or the introduction of significant outsourcing of operational functions at a station. A risk register is often employed for the purpose of documenting risk assessment information and monitoring risk control actions.
GOSM Ed 2 Rev 0, January 2010 ORM-H 7
1.8
Operational Planning
ORM-H 1.8.1 The Provider shall ensure the management system includes planning processes for ground operations that: i) ii) Define desired operational safety and security outcomes; Address operational resource allocation requirements;
iii) Take into account requirements originating from applicable external sources including, but not limited to, the customer airline(s), regulatory authorities and airport authorities. (GM) Guidance Management system planning processes are necessary to ensure sufficient resources are in place to meet internal operational safety and security requirements, as well as to meet requirements from external sources, such as regulatory authorities and equipment manufacturers. Resource requirements would typically be determined through risk assessment, management review or other management processes. Planning processes may result in the generation of goals, objectives or other types of performance measures that would represent the operational outcomes a provider plans for and desires to achieve. Planning processes are typically part of, or associated with, the budgetary process, which normally takes place prior to the start of the following calendar or fiscal year. Such process generally results in a plan for capital and operating expenditures to support operations.
ORM-H 8
2 2.1
iii) Review and revision as necessary to maintain the currency of information contained in documents; iv) Retention of documents that permits easy reference and accessibility; v) Identification and control of obsolete and/or reproduced documents; vi) Retention and dissemination of documentation received from external sources, to include manuals and documents from regulatory authorities and customer airlines. (GM) Guidance The primary purpose of document control is to ensure necessary, accurate and up-to-date documents are available to those personnel required to use them, to include personnel of external ground service providers that conduct outsourced ground operations for the provider. Examples of documents that are controlled include, but are not limited to, operations manuals, checklists, quality manuals, training manuals, training syllabi, process standards, policy manuals, and standard operating procedures. An electronic system of document management and control is an acceptable means of conforming to the specifications in ORM-H 2.1.1. Within such a system, document files are typically created, maintained, identified, revised, distributed, accessed, presented, retained and/or deleted using computer systems (e.g. a web-based system). Some systems specify immediate obsolescence for any information or data that is downloaded or otherwise extracted (e.g. printed on paper) from the electronic files. Document control, depending on type (electronic or paper), might include: Retention of a master copy; Examination and approval prior to issue; Review and update, to include an approval process; Version control (electronic documents); Identification of revision status; Revisions are identified and retained as history; Background or source references are identified and retained as history; Distribution to ensure appropriate availability at points of use; Documents are checked to verify they remain legible and readily identifiable; Documents of external origin are identified, updated, distributed and retained; Obsolete documents are identified and retained as specified; Documents are disposed of as specified. Additionally, control of operational manuals might include: Assignment of an individual with responsibility for approval for contents;
GOSM Ed 2 Rev 0, January 2010 ORM-H 9
2.2
Operational Manuals
Policies and Procedures Manual (PPM) ORM-H 2.2.1 The Provider shall have a Policies and Procedures Manual (PPM) (or equivalent manual), which may be a collection of related manuals issued separately, that contains the operational policies, procedures, instructions and other guidance or information necessary for ground handling personnel at all stations to perform their duties and be in compliance with applicable regulations, laws, rules, requirements and standards. (GM) Guidance Refer to the ITRM for the definition of Policies and Procedures Manual. Policies and Procedures Manual (PPM) is a generic name; an equivalent manual with a different name is an acceptable alternative (e.g., Ground Handling Manual). The PPM may be one manual or a collection of related manuals issued separately, each with a different name. The PPM contains generic guidance that addresses all functions within the scope of ground operations, and also contains information that is function-specific. Because the scope of ground
ORM-H 10
2.3
Records System
ORM-H 2.3.1 The Provider shall have a system for the management and control of operational records to ensure the content and retention of such records is in accordance with applicable regulations and requirements of the customer airline(s), and to ensure operational records are subjected to standardized processes for: i) ii) Identification; Legibility;
iii) Maintenance; iv) Retrieval; v) Protection and security; vi) Disposal, deletion (electronic records) and archiving. (GM) Guidance Such process would typically address all records associated with ground operations at each station, including personnel training records and any other records that document the fulfillment of operational requirements (e.g., GSE maintenance, weigh bridge calibration).
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Safety Program
ORM-H 3.3.1 The Provider shall have a safety program for the purpose of preventing accidents and incidents in all locations where ground operations are conducted, which includes processes for: i) ii) Personnel to report operational hazards, deficiencies and areas of concern; The investigation of accidents and incidents;
iii) The reporting of accidents and incidents; iv) The investigation of irregularities or other non-routine operational occurrences that may be precursors of accidents or incidents; v) The identification and analysis of operational hazards and potentially hazardous conditions; vi) The production of analytical information, which may include recommendations, for use by operations managers in the prevention of operational accidents and incidents; vii) Ensuring significant issues arising from the station safety program are subject to regular review by senior management; viii) The dissemination of safety information to appropriate management and operational personnel. (GM) Guidance The safety program is a critical element of risk management. Documentation of the program would include a description of the structure, individual responsibilities, available resources and core processes associated with the program. A station safety program would also be in accordance with applicable regulations and requirements of the customer airline(s). Guidance may be found in AHM 600. ORM-H 3.3.2 The Provider shall designate an individual with the authority to manage and be responsible for the development, implementation and maintenance of the safety program as specified in ORM-H 3.3.1. (GM) Guidance The manager oversees the implementation of all activities and processes associated with the safety program. An effective working environment would result in full cooperation between the program manager and those managers who have direct responsibility for safe operations. It is not the role of the program manager to dictate safety action, but rather to assist operational managers in producing safe and secure operations. To ensure complete objectivity in safety matters, a program manager typically functions independently from frontline operations. ORM-H 3.3.3 The Provider shall have a process to ensure significant issues arising from the safety program as specified in ORM-H 3.3.1 are subject to regular review by operations management. (GM)
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ORM-H 3.3.7 The Provider shall have an operational reporting system in effect at all locations where ground operations are conducted that: i) Encourages and facilitates feedback from personnel to identify deficiencies, expose hazards and raise concerns over issues that have the potential to threaten the safety or security of aircraft, passengers, personnel, facilities, systems or equipment; Includes analysis and management action to address operational deficiencies, hazards and concerns identified through the reporting system
ii)
iii) Is in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance To maximize reporting from operational personnel, an operational reporting system would be consistent with the corporate policy for an open reporting system as specified in ORM-H 1.2.3.
3.4
Guidance The quality assurance program is applied throughout the organization and is typically structured to define: Audit frequency; Audit initiation, including scope and objectives; Planning and preparation, including audit plan and checklist development; Observation and gathering of evidence; Analysis, findings, actions; Reporting and audit summary; Follow-up and close out. The process normally includes means whereby the auditor and the audited area have a comprehensive discussion and reach agreement on the findings and corresponding corrective or preventive actions. Clear procedures are typically established to resolve any disagreement between the auditor and audited area, and action items are followed up to ensure closeout within an appropriate time frame.
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iii) Implementation of corrective action in appropriate operational area(s); iv) Monitoring and evaluation of corrective action to determine effectiveness. ORM-H 3.4.4 The Provider shall have a process to ensure significant issues arising from the quality assurance program as specified in ORM-H 3.4.1 are subject to regular review by management. (GM) Guidance Typically, one review is conducted at least annually, which permits management to consider issues of non-compliance in areas of the organization that impact operational safety, security or quality, as well as to continually monitor and assess the level of safety and security achieved. Such review ensures appropriate corrective actions that address the relevant compliance issues have been implemented and are being monitored for effectiveness. ORM-H 3.4.5 The Provider shall have a means for disseminating information from the quality assurance program as specified in ORM-H 3.4.1, as appropriate, to ensure an organizational awareness of compliance with applicable regulatory and other requirements. (GM) Guidance An effective quality assurance program includes a process for promulgating and disseminating information for the purpose of maintaining an ongoing awareness of compliance issues that might impact operational safety, security or quality. Such dissemination of information might include an up-to-date status of operational performance against stated performance measures. The process ensures a method of dissemination commensurate with the size of the organization, and might
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Guidance The planning process typically produces a schedule of all audit modules to be conducted within the planning period (e.g., calendar year) and reflects the status of each audit module, to include the applicable audit interval (e.g., 12, 24, 36 months), the date of the previous audit and the scheduled due date for the next audit. ORM-H 3.4.11 The Provider shall ensure the audit planning process defines the scope of each audit, as appropriate, for the area being audited and also: i) ii) Includes audit objectives that address ongoing compliance with regulatory requirements, Provider standards and other applicable regulations, rules and requirements; Considers relevant operational safety or security events that have occurred;
iii) Considers results from previous audits, including the effectiveness of corrective action that has been implemented. (GM) Guidance The audit scope refers to the breadth of operational disciplines or operational areas covered by an audit and therefore will vary depending on the focus area for each audit (e.g., load control, dangerous goods handling, ramp handling operations, passenger handling). Audit objectives define tangible achievements expected to result from an audit, normally expressed as a statement of intent (e.g., to determine compliance with regulatory requirements, to establish conformity with provider standards, to determine efficiency of operations). To be effective, auditors prepare for a particular area of operations by: Conducting research into any relevant incidents or irregularities that may have occurred; Reviewing reports from previous audits. ORM-H 3.4.12 The Provider shall ensure the quality assurance program utilizes auditors that: i) ii) Have been trained and qualified; Are impartial and functionally independent from operational areas to be audited. (GM)
Guidance A quality assurance program is typically independent in a manner that permits the scheduling and conduct of audits, as deemed appropriate for the size and scope of operations. Operational independence ensures auditors are not put in a position where their objectivity may be subject to bias due to conflicting responsibilities. Quality audit principles forbid auditors from auditing their own work area. In small organizations, to ensure objectivity, it may be appropriate for the auditing function to be outsourced to external auditors. To be effective, auditors receive an appropriate level of formal training that develops competency in quality auditing skills and techniques.
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3.5 3.6
(Intentionally open)
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3.7
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Guidance Refer to the ITRM for the definitions of Emergency Management and Emergency Response. An ERP would be designed to address events that could result in fatalities, serious injuries, considerable damage or major disruptions to operations. The plan would typically be based on an assessment of risk appropriate to the size and type of ground operations conducted at each location. In some locations, a governmental, airport and/or other relevant authority assume emergency or crisis response. In such case, the ERP of a provider would normally focus on and addresses the scope of interaction with and/or participation in the response implemented by the authority. Likewise, where there is a common ERP that has been developed jointly by the airport authority and customer airlines, a provider might either use the ERP of the customer airline(s) or have its own ERP that is the same as that of the customer airline(s). In such case, a provider would typically ensure the responsibilities and duties assigned to its personnel satisfy all requirements of the plan. Of particular importance, an ERP would have to ensure an appropriate level of coordination and communication is established and maintained with customer airlines during an emergency response situation. An ERP includes industry best practices and ensures community expectations are addressed. Additionally, an ERP typically: Specifies general conditions for implementation; Provides a framework for an orderly implementation; Ensures proper coordination with external entities at all potential locations; Addresses all potential aspects of an event; Ensures regulatory requirements associated with specific events are satisfied; Provides a scenario for the transition back to normal operations; Ensures regular practice exercises as a means to achieve continuous improvement. ORM-H 4.1.2 The Provider shall designate an individual that has the qualifications and is delegated the authority to manage and be responsible for the development, implementation and maintenance of the ERP. (GM) Guidance In order to manage an ERP, an individuals qualifications would typically include training and background experience that ensures the requisite knowledge in emergency response principles. Such experience and knowledge is necessary, even though various ERP functions are typically delegated to designated personnel throughout the management system.
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iii) Periodic testing or assessment to ensure ongoing competency. (GM) Guidance Refer to the ITRM for the definition of Training and Training Course. Requirements for initial and recurrent training apply to all personnel who perform duties within the scope of ground operations. ORM-H 5.1.2 The Provider shall ensure the training program as specified in ORM-H 5.1.1 includes a requirement for recurrent training, except recurrent training in dangerous goods as specified in ORM-H 5.3.1, to be completed by ground handling personnel on a frequency in accordance with requirements of the customer airline(s), but not less than once during every 36month period. ORM-H 5.1.3 The Provider shall ensure the training program as specified in ORM-H 5.1.1 includes evaluation or testing by written, oral or practical means in order for ground handling personnel to demonstrate adequate knowledge, competency and/or proficiency to perform duties, execute procedures and/or operate equipment. ORM-H 5.1.4 The Provider shall ensure the training program as specified in ORM-H 5.1.1 includes processes that require instructors (trainers) and evaluators who conduct training and evaluation for ground handling personnel to demonstrate they are competent, qualified and, where required, certified to conduct such training activities. ORM-H 5.1.5 The Provider shall ensure the training program as specified in ORM-H 5.1.1 includes processes for the completion of all required training and evaluation by operational ground handling personnel, instructors (trainers) and evaluators to be documented in records, and such records retained in accordance with ORM-H 2.3.1 for a period as specified by applicable regulations and/or the customer airline(s). ORM-H 5.1.6 The Provider shall ensure the training program as specified in ORM-H 5.1.1 includes processes for all aspects of the training program to be periodically reviewed and updated to remain operationally relevant and in accordance with requirements of the customer airline(s).
5.2
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iii) Ground handling personnel are able to prevent to the extent possible acts of unlawful interference and to act in the most appropriate manner to minimize the consequences of acts of unlawful interference, unauthorized interference, and/or disruptive passenger behavior; iv) Appropriate operational personnel, through security awareness training, are acquainted with preventative measures and techniques in relation to passengers, baggage, cargo, mail, equipment, stores and supplies intended for transport on aircraft, as applicable, so they may contribute to the prevention of acts of sabotage and other forms of unauthorized interference. (GM) Guidance Refer to the ITRM for the definitions of Security (Aviation), Security Program, Unlawful Interference and Unauthorized Interference. Intensive training for personnel who are employed within the security organization of a provider will enable them to develop the expertise required to advise management on all aspects of the security program. There are two classifications of aviation security training for a provider: Personnel Training This might be sub-divided into training for managers/supervisors, ramp personnel, cargo handling personnel, passenger and baggage handling personnel, and other categories of personnel who are directly involved in the implementation of security measures and thereby require an awareness of the obligations associated with aviation security. General Security Awareness Such training applies to the protection of assets from internal and external interference and the necessity of ensuring all ground handling personnel have a positive attitude to security. The focus of training to achieve such awareness will vary by region or company and may be influenced by cultural, religious and other circumstances. Such training is tailored to be effective in the environment in which it is to apply. The completion of security training would normally be recorded and retained in the records system for proof of compliance with applicable security standards or regulations. ORM-H 5.2.2 If the Provider outsources ground operations and/or associated functions to external ground service providers at any station, the Provider shall have a process to ensure such external providers have a security training program in accordance with requirements of the Providers security training program as specified in ORM-H 5.2.1. ORM-H 5.2.3 If the Provider conducts security functions at any station, the Provider shall ensure the security training program as specified in ORM-H 5.2.1 includes a process that requires personnel who perform such functions to complete: i) ii) Initial security training prior to being assigned to operational duties that involve security responsibilities; Recurrent security training in accordance with the Security Program of the customer airline(s) and the civil aviation security program of states where operations are conducted.
ORM-H 5.2.4 If the Provider manages or operates a security screening system at any station, the Provider shall ensure the security training program as specified in ORM-H 5.2.1 includes processes that require personnel who manage or operate the system:
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5.3
Guidance Guidance may be found in DGR 1.5. ORM-H 5.3.4 If the Provider outsources dangerous goods handling functions to external ground service providers at any station, the Provider shall have a process to ensure such external providers have a dangerous goods training program in accordance with requirements of the Providers dangerous goods training program as specified in ORM-H 5.3.1, 5.3.2 and 5.3.3. ORM-H 5.3.5 5.3.9 (Intentionally open)
ORM-H 5.3.10 If the Provider delivers cargo and mail handling services at any station, the Provider shall ensure the dangerous goods training program as specified in ORM-H 5.3.1 includes a process that requires personnel with duties and/or responsibilities in cargo and mail
ORM-H 22
iii) A person or organization approved by the relevant authorities in states where operations are conducted. ORM-H 5.3.13 If the Provider delivers cargo and mail handling services at any station, and dangerous goods training for cargo handling personnel is conducted by persons or organizations other than those specified in ORM-H 5.3.12, the Provider shall ensure the dangerous goods training program as specified in ORM-H 5.3.1 includes a process for the conduct of a review that verifies the adequacy of such dangerous goods training. (GM) Guidance A dangerous goods training course is reviewed to ensure the content and final test are sufficient, and that each trainee gains the desired knowledge as demonstrated by passing a final test. A review also ensures a training course is adequately organized, structured and provisioned. Typically, training would consist of a tutored or self-study course, associated material (such as handouts, overhead slides, videos, exercises, etc.) and an examination paper. For instructors, there would typically be instructor notes to ensure the course covers all the required areas and meets objectives.
5.4
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5.5
Guidance Airside driver training for ground handling personnel typically addresses: Role and responsibilities of vehicle operators; Vehicle equipment standards; Hazards of airside driving; Reduced visibility procedures; Accident and incident reporting procedures; Rules and procedures for driving on ramps (aprons), stands and airside roads; Rules and procedures for driving in aircraft maneuvering areas. Guidance may be found in AHM 611.
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Guidance Refer to the ITRM for the definition of Ground Support Equipment (GSE). Guidance may be found in AHM 630.
5.7
Guidance Refer to the ITRM for the definitions of Load Control, Loading Instruction/Report (LIR), NOTOC (Notification to Captain), Operational Flight Plan (OFP) and Unit Load Device (ULD). The elements of the load control process consist of: Load planning; Weight and balance calculation; Aircraft loading supervision; Checking and finalization of the Loadsheet and other loading documents. Training for personnel that perform operational functions within the load control process typically addresses: (1) Aircraft weight and balance principles, to include: General philosophy; Theory of flight; Aircraft weights and weight limitations; Fuel requirements; Principles of balance; Structural strength limits. (2) Load control and distribution, to include: General principles; Unit load devices (ULDs); Aircraft locations; Aircraft structural loading limitations; Loading restraint systems; Load planning; Loading Instruction/Report (LIR);
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5.8
Guidance Training for personnel with duties and/or responsibilities in operational passenger handling functions typically addresses subject areas such as: Passenger and baggage check-in policies and procedures; Manual check-in procedures; Cabin seating considerations, to include exit row, special passengers; Passenger boarding policies and procedures, to include cabin baggage limitations; If applicable, cabin access door operation; If applicable, boarding bridge operation; Dangerous goods regulations, considerations and procedures; Security regulations, considerations and procedures; Load control consequences, coordination and procedures;
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5.9
Guidance Training for personnel with duties and/or responsibilities in baggage handling functions typically addresses subject areas such as: Baggage handling procedures (identification, sorting, loading in ULDs); Manual baggage handling procedures; ULDs (designation codes, inspecting, loading, tagging, removal from service); Security (regulations, considerations, procedures); Load control (consequences, coordination, procedures); Communication procedures (customer airlines, load control, authorities, others); Data protection and security; Document protection and security; Abnormal and emergency procedures (fire, dangerous goods, security, other); Health and Safety; Emergency response procedures. Dangerous goods training for personnel with duties and/or responsibilities in baggage handling functions typically addresses: General philosophy;
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5.10
Guidance Training would be applicable to personnel that perform aircraft servicing and loading functions, which typically include: General loader; Loading supervisor; Aircraft servicing (water, toilet); Passenger boarding equipment operator; Aircraft loading equipment operator; Ground support equipment operator (GPU, ASU, ACU); Aircraft chocking and use of marker cones; Aircraft ground movement assistance; Catering servicing and vehicle operator; De-/anti-icing servicing and vehicle/equipment operator. Training for personnel with duties and/or responsibilities in aircraft handling and loading functions typically addresses subject areas such as: Irregularity/incident/accident reporting process; Manual handling of load; Safety during aircraft fuelling; Principles of aircraft loading; Handling of loads that require special attention; Loading incompatibilities; Handling of ULDs; Operation of aircraft loading systems/securing of ULDs; Identification/consequences of malfunctions of in-plane loading systems; Consequences of load damage and spillage; Positioning and operation of loading and servicing equip; Load notification to pilot-in-command;
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Guidance Refer to the ITRM for the definition of Aircraft Access Doors. The operation of electrically, hydraulically and pneumatically actuated doors requires theoretical and practical training conducted by appropriately qualified instructor personnel. To facilitate such training, a provider would ensure each customer airline provides detailed technical information, to include description and operations procedures, pertaining to each type of door in aircraft handled by the provider. The operation of manually operated doors normally requires no special training; however, personnel would be required to demonstrate the ability to operate such doors safely before being permitted to do so without supervision. Guidance may be found in AHM 430. ORM-H 5.10.4 If the Provider delivers services that require the operation of passenger boarding bridges at any station, the Provider shall have a passenger boarding bridge training program that ensures all personnel with duties that include the operation of passenger boarding bridges complete training and qualification applicable to each type of boarding bridge operated at the station. (GM)
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5.11
5.12
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iii) Safety training on associated operational hazards; iv) Security training on required procedures and existing security threats; v) Training in human factors principles. (GM) Guidance Requirements for initial and recurrent training apply to all personnel that perform duties within the scope of cargo handling operations for a provider, both at the main base and external office locations where such operations are conducted. Training for security requirements includes access control at warehouse, both landside and airside facilities and cargo security procedures in accordance with requirements of the State of Flight Departure and/or the State of Flight Arrival, as applicable. Refer to the ITRM for the definitions of State of Flight Departure and State of Flight Arrival. The IATA Airport Handling Manual (AHM 300, Cargo/Mail Handling) contains guidance on subjects to be addressed in a training syllabus applicable to specific cargo handling functions. Subject areas include acceptance and handling of general cargo, live animals, perishable cargo, valuable and vulnerable cargo, human remains, Unit Load Devices (ULD) and mail. Training in dangerous goods acceptance and handling is in accordance with the DGR.
5.13
iii) Manage any disruptions to turnaround activities; iv) Ensure processes are delivered within standards for performance and compliance limits; v) Ensure the activity sequence is consistent with the station aircraft turnaround plan, and all activities are delivered within agreed times; vi) Liaise with and between teams, departments and suppliers to inhibit discrepancies in activity sequence or task performance; vii) Act as a central point of contact during turnaround operations; viii) Acts as safety coordinator for the duration of turnaround activities. (GM) Guidance Refer to the ITRM for the definition of Aircraft Turnaround Coordination. Guidance may be found in AHM 615.
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6.2
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7.2
GSE Maintenance
ORM-H 7.2.1 If the Provider maintains GSE at any station, the Provider shall have a program that ensures such equipment, at the applicable stations: i) ii) Is maintained in accordance with instructions and/or guidance from the GSE manufacturer; Is serviceable and in good mechanical condition prior to being used in ground operations;
iii) When found to be defective, is reported and evaluated for removal from service. (GM) Guidance Maintenance programs would typically be designed to be in accordance with recommendations of the equipment manufacturer. ORM-H 7.2.2 If the Provider maintains GSE at any station in accordance with ORM-H 7.2.1, the Provider shall have procedures that ensure such maintenance is documented in records, and such records are retained for a period as specified by the Provider, applicable regulations and/or the customer airline(s).
7.3
GSE Operation
ORM-H 7.3.1 The Provider shall have a program for the operation of GSE that includes procedures, as well as appropriate training and evaluation, to ensure personnel at all stations are qualified and authorized to operate GSE: i) ii) In a manner that prevents damage to aircraft and injury to personnel; In accordance with applicable regulations and/or requirements of the customer airline(s). (GM)
Guidance Refer to the ITRM for the definition of Ground Support Equipment (GSE). Refer to AHM 630 for practices and procedures associated with the operation of GSE. Procedures would address all GSE operations, which would typically include equipment used for or associated with: Cargo and baggage transportation; Aircraft ground movement; aircraft servicing (includes catering, cleaning, potable water, toilet, external power);
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ORM-H 36
iii) In a manner that does not obstruct access to the fuel hydrant emergency stop switch. (GM) Guidance Guidance may be found in AHM 630. ORM-H 7.3.5 The Provider shall ensure the GSE operation program as specified in ORM-H 7.3.1 includes procedures that do not permit GSE, including the passenger boarding bridge, to move toward an aircraft unless: i) ii) The aircraft has come to a complete stop; Chocks and cones are positioned;
iii) If applicable, engines are shut down; iv) If applicable, anti-collision beacons are off; v) Ground-to-flight deck communication is established, if applicable. (GM) Guidance Under certain circumstances, engines might not be shut down after the aircraft is parked (e.g. APU and GPU inoperative). Procedures typically address such exceptions to ensure safety. Guidance may be found in AHM 630. ORM-H 7.3.6 The Provider shall ensure the GSE operation program as specified in ORM-H 7.3.1 includes procedures that require the parking brake to be applied, with the gear lever in park or neutral, when GSE is parked in airside areas. ORM-H 7.3.7 The Provider shall ensure the GSE operation program as specified in ORM-H 7.3.1 includes procedures that prevent GSE from being moved into or driven across the path of: i) ii) Taxiing aircraft; Embarking or disembarking passengers on the ramp.
ORM-H 7.3.8 The Provider shall ensure the GSE operation program as specified in ORM-H 7.3.1 includes procedures that prevent GSE from being driven with elevating equipment in the elevated position, except during final positioning of the equipment to the aircraft. ORM-H 7.3.9 The Provider shall ensure the GSE operation program as specified in ORM-H 7.3.1 includes procedures that require loaded dollies or transporters to have the load secured from movement by the use of locks, stops, rails, or straps at all times, except when the load is being transferred onto or off the equipment. ORM-H 7.3.10 The Provider shall ensure the GSE operation program as specified in ORM-H 7.3.1 includes procedures that require unserviceable GSE to be: i) ii) Tagged as Out of Service and not utilized in airside operations; Removed from operations for repair or maintenance.
(Intentionally open)
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General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
iii) Operations are conducted in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance Refer to the ATA Technical Reference Manual for Audit Programs (ITRM) for the definition of Provider. A management system is documented in controlled company media at both the corporate and operational levels. Manuals or controlled electronic media are acceptable means of documenting the management system. Documentation provides a comprehensive description of the scope, structure and functionality of the management system, and depicts lines of accountability throughout the organization, as well as authorities, duties, responsibilities and the interrelation of functions and activities within the system. Acceptable means of documentation include, but are not limited to, organization charts (organigrams), job descriptions and other descriptive written material that defines and clearly delineates the management system. Documentation also reflects a functional continuity within the management system, which ensures the entire organization works as a system and not as a group of independent or fragmented units (i.e., silo effect). An effective management system is fully implemented and functional with a clear consistency and unity of purpose between corporate management and management in the operational areas. The management system ensures compliance with internal standards and the applicable regulations of all states where operations are conducted.
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Guidance There is no universal model for the designation of management accountability. Some organizations, perhaps based on regional or other business considerations, may have a management system whereby overall accountability for operational safety and security is shared among multiple corporate management officials. Ideally, a provider would designate only one corporate management official to be accountable for system-wide operational safety and security. However, assignment of overall operational accountability to one corporate official is a recommended model, not a requirement. When a provider designates more than one senior corporate official to share operational accountability, defined processes are in place to ensure operations are standardized and conducted within a functioning system, and not among separate stand-alone organizations (i.e., silo effect). With the designation of accountability, there is also a clear identification of authority and financial control within the management system for making policy decisions, providing adequate resources, resolving safety and security issues and ensuring necessary system components are in place and functioning properly. Acceptable means of documenting accountability include, but are not limited to, organization charts (organigrams), job descriptions, corporate by-laws and any other descriptive written material that defines and clearly indicates the lines of operational accountability from the corporate level(s) of management to the station level. ORM-HS 1.1.3 The Provider shall designate an individual with the authority and the responsibility for: i) ii) Implementation of a station management system; Ensuring safety and security in station operations. (GM)
1.2
Management Commitment
ORM-HS 1.2.1 The Provider shall have a policy that commits the organization to a culture that has safety and security as fundamental operational priorities. (GM) Guidance The policy of a provider reflects the commitment of senior management to a strong culture of operational safety and security. Such policy (or policies) is (are) expressed in the organizational documents, and carried out through operational manuals and other controlled documents that are accessible to and used by personnel at all stations. To enhance effectiveness in creating the desired culture, the policy is communicated and made visible throughout the organization, to include stations, by disseminating communiqus, posters, banners and other forms of information in a form and language which can be easily understood. To ensure continuing relevance, the corporate risk management policy is normally reviewed for possible update a minimum of every two years.
ORM-HS 2
iii) Training and competence of personnel; iv) Continual improvement of processes and procedures. (GM) Guidance Guidance may be found in the IATA Airport Handling Manual (AHM) 630. ORM-HS 1.2.5 The Provider shall have a policy that commits the organization to addressing environmental issues in ground operations in accordance with applicable laws, regulations and other requirements. (GM)
ORM-HS 3
iii) Performance targets and objectives are achieved implementation of work instructions and practices;
iv) Metrics are established for measuring the effectiveness of the EMS in meeting targets and objectives; v) The EMS is periodically reviewed by senior management to ensure ongoing effectiveness. (GM) Guidance Refer to the ITRM for the definition of Environmental Management System.
1.3 1.4
(Intentionally open)
Communication
ORM-HS 1.4.1 The Provider shall have a communication system that enables and ensures an exchange of information that is relevant to the conduct of ground operations, and ensures such exchange of information occurs throughout the management system and in all locations where ground operations are conducted. (GM) Guidance An effective communication system ensures an exchange of relevant operational information among senior managers, operational managers and front line personnel. To be totally effective, the communication system would also include customer airlines, as well as external organizations that work alongside the provider or conduct outsourced operational functions for the provider. Methods of communication will vary according to the size and scope of the organization. However, to be effective, any methods are as uncomplicated and easy to use as is possible, and facilitate the reporting of operational deficiencies, hazards or concerns by operational personnel. Specific means of communication between management and operational ground handling personnel may include: Email, Internet; Safety or operational reporting system; Communiqus (letters, memos, bulletins);
ORM-HS 4
1.5
Management Review
ORM-HS 1.5.1 The Provider shall have a process to review the management system at intervals not exceeding one year to ensure its continuing suitability, adequacy and effectiveness in the management and control of ground operations. A review shall include assessing opportunities for improvement and the need for changes to the system, including, but not limited to, organizational structure, reporting lines, authorities, responsibilities, policies, processes, procedures and the allocation of resources. (GM) Guidance Management review is a necessary element of a well-managed company and provides a process through which organizational control and continuous improvement can be delivered. To be effective, a formal management review takes place on a regular basis, but typically not less than a minimum of once per year. An appropriate method to satisfy this requirement is a periodic formal meeting of senior executives. The agenda of the meeting includes a general assessment of the management system to ensure all defined elements are functioning effectively. The review also includes an assessment of operational performance to ensure the management system is producing the desired operational safety, security and quality outcomes. Senior management ensures deficiencies identified during the management review are addressed through the implementation of organizational changes that will result in improvements to the performance of the system. Input to the management review process would include, but not be limited to: Risk management issues; Safety and security issues; Quality assurance issues; Provision of resources; Operational feedback; Incident and near-miss reports; Changes in regulatory policy or civil aviation legislation; Changes in company and/or customer airline policies or requirements; Process performance and organizational conformity; Status of corrective and preventative actions; Follow-up actions from previous management reviews; Feedback and recommendations for management system improvement; Regulatory violations.
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1.6
Provision of Resources
ORM-HS 1.6.1 The Provider shall ensure the existence of the facilities, workspace, equipment, supporting services, as well as work environment, necessary to satisfy management system and operational safety and security requirements. (GM) Guidance Facilities, workspace, equipment and supporting services would typically include: Buildings, workspaces and associated utilities; Facilities for people in the organization; Equipment appropriate for ground handling functions; Support equipment, including tools, hardware and software; Support services, including transportation and communication. Where infrastructure or equipment is under the responsibility of the airport authority, the provider would typically have a process to liaise with the owner to ensure the availability and serviceability of such infrastructure or equipment. A suitable work environment satisfies human and physical factors and considers: Safety rules and guidance, including the use of protective equipment; Workplace location(s); Workplace temperature, humidity, light, air flow; Cleanliness, noise and pollution. ORM-HS 1.6.2 The Provider shall have a policy that ensures positions within the organization that affect operational safety and security are filled by personnel that possess the knowledge, skills, training, and experience appropriate for the position. (GM) Guidance Prerequisite criteria for each position, which would typically be developed by the provider, and against which candidates would be evaluated, ensure personnel are appropriately qualified for management system positions in areas of the organization critical to safe and secure operations. For example, the position of station manager would typically have special prerequisite criteria an individual would have to meet in order to be considered for assignment to that position. Similarly, special prerequisite criteria are typically required for other positions throughout the management system that affect safety and security (e.g. safety manager, quality assurance manager, security manager). Positions that require the implementation of security functions typically require completion of a background and criminal history check.
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A corporate personnel selection policy that applies to all operational areas of the company serves to satisfy this requirement. ORM-HS 1.6.3 The Provider shall have a policy that ensures personnel who perform operationally critical functions are required to maintain competence on the basis of continued education and training. (GM) Guidance Positions or functions within the organization of a provider considered operationally critical are those that have the potential to affect operational safety or security. In general, most front line operational functions in load control, passenger handling, baggage handling, aircraft handling and loading, aircraft movement, and cargo handling would typically be considered operationally critical, as well as functions that involve the training of operational personnel. Positions not directly associated with operations (e.g., administrative or clerical positions) may not be deemed as operationally critical. ORM-HS 1.6.4 (Intentionally open)
ORM-HS 1.6.5 The Provider shall have a policy that addresses the use of psychoactive substances by operational personnel, and ensures: i) ii) The exercise of duties while under the influence of psychoactive substances is prohibited; Consequences for such behavior are defined. (GM)
1.7
Risk Management
ORM-HS 1.7.1 The Provider should have a risk management program that specifies processes that are implemented within the management system and in locations where ground operations are conducted to ensure: i) ii) Hazards with the potential to affect operational safety or security are identified; Threats with the potential to affect security are identified;
iii) Hazards are analyzed to determine risks; iv) Risks are assessed to determine the need for control actions; v) Risk control actions are developed and implemented in operations, and are subsequently monitored to ensure risks are controlled. (GM) Guidance Refer to the ITRM for the definition of Risk. In general, risk management typically includes the basic elements of: Safety hazard identification; Security threat identification Risk assessment; Risk control; Risk monitoring. Risk management processes are typically implemented at all stations for the purpose of addressing conditions, activities or areas of noncompliance that have been identified with the potential to pose risk to operational safety or security.
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1.8
Operational Planning
ORM-HS 1.8.1 The Provider shall ensure the management system includes planning processes for ground operations that: i) ii) Define desired operational safety and security outcomes; Address operational resource allocation requirements;
iii) Take into account requirements originating from applicable external sources including, but not limited to, the customer airline(s), regulatory authorities and airport authorities. (GM) Guidance Management system planning processes are necessary to ensure sufficient resources are in place to meet internal operational safety and security requirements, as well as to meet requirements from external sources, such as regulatory authorities and equipment manufacturers. Resource requirements would typically be determined through risk assessment, management review or other management processes. Planning processes may result in the generation of goals, objectives or other types of performance measures that would represent the operational outcomes a provider plans for and desires to achieve. Planning processes are typically part of, or associated with, the budgetary process, which normally takes place prior to the start of the following calendar or fiscal year. Such process generally results in a plan for capital and operating expenditures to support operations.
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iii) Review and revision as necessary to maintain the currency of information contained in documents; iv) Retention of documents that permits easy reference and accessibility; v) Identification and control of obsolete and/or reproduced documents; vi) Retention and dissemination of documentation received from external sources, to include manuals and documents from regulatory authorities and customer airlines. (GM) Guidance The primary purpose of document control is to ensure necessary, accurate and up-to-date documents are available to those personnel required to use them, to include personnel of external entities that conduct outsourced operational functions for the provider. Examples of documents that are controlled include, but are not limited to, operations manuals, checklists, quality manuals, training manuals, training syllabi, process standards, policy manuals, and standard operating procedures. An electronic system of document management and control is an acceptable means of conforming to the specifications in ORM-HS 2.1.1. Within such a system, document files are typically created, maintained, identified, revised, distributed, accessed, presented, retained and/or deleted using computer systems (e.g. a web-based system). Some systems specify immediate obsolescence for any information or data that is downloaded or otherwise extracted (e.g. printed on paper) from the electronic files. Document control, depending on type (electronic or paper), might include: Retention of a master copy; Examination and approval prior to issue; Review and update, to include an approval process; Version control (electronic documents); Identification of revision status; Revisions are identified and retained as history; Background or source references are identified and retained as history; Distribution to ensure appropriate availability at points of use; Documents are checked to verify they remain legible and readily identifiable; Documents of external origin are identified, updated, distributed and retained; Obsolete documents are identified and retained as specified; Documents are disposed of as specified. Additionally, control of operational manuals might include: Assignment of an individual with responsibility for approval for contents; A title page that generally identifies the operational applicability and functionality; A table of contents that identifies parts and sub-parts;
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2.2
Operational Manuals
Policies and Procedures Manual (PPM) ORM-HS 2.2.1 The Provider shall have a Policies and Procedures Manual (PPM) (or equivalent manual), which may be a collection of related manuals issued separately, that contains the operational policies, procedures, instructions and other guidance or information necessary for ground handling personnel to perform their duties and be in compliance with applicable regulations, laws, rules, requirements and standards. (GM) Guidance Refer to the ITRM for the definition of Policies and Procedures Manual. Policies and Procedures Manual (PPM) is a generic name; an equivalent manual with a different name is an acceptable alternative (e.g., Ground Handling Manual). The PPM may be one manual or a collection of related manuals issued separately, each with a different name. The PPM contains generic guidance that addresses all functions within the scope of ground operations, and also contains information that is function-specific. Because the scope of ground operations is broad, rather than publishing one large manual, a Provider may choose to issue the Manual in separate parts that are specific to the various ground handling functions conducted by the provider (e.g., Passenger Handling Manual, Baggage Handling Manual, Cargo Handling
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iii) The emergency response plan (ERP); iv) As applicable to station operations, the Live Animal Regulations (LAR) and Perishable Cargo Regulations (PCR). (GM) Guidance Refer to the ITRM for the definition of Operations Manual. A provider may not be required to maintain an OM for all customer airlines, or may be required to maintain only part of the manual for certain customer airlines. Based on customer airline requirements and the types of ground operations conducted at a specific location, only relevant parts of applicable manuals may be necessary. Availability of only the providers manual may be sufficient when such manual is accepted by the customer airline(s) or when a customer airline does not provide a manual. A current edition of the DGR would include any Addenda that are applicable. Equivalent documentation would contain information derived from the DGR that is relevant only to the specific ground handling functions conducted at any particular location. Also, the ICAO Technical Instructions for the Transport of Dangerous Goods would be considered equivalent documentation. Applicability of dangerous goods requirements to ground operational functions is defined in DGR Section 1, Table 1.5.A. Guidance with respect to ERP requirements may be found in AHM 620. ORM-HS 2.2.4 If the Provider outsources ground operations and/or associated functions to an external ground service provider, the Provider shall have a process to ensure each applicable external provider is supplied with operational manuals relevant to the type(s) of outsourced ground operations conducted. (GM) Guidance Refer to the ITRM for the definition of Outsourcing.
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iii) Maintenance; iv) Retrieval; v) Protection and security; vi) Disposal, deletion (electronic records) and archiving. (GM) Guidance Such process would typically address all records associated with ground operations at each station, including personnel training records and any other records that document the fulfillment of operational requirements (e.g., GSE maintenance, weigh bridge calibration). ORM-HS 2.3.2 If the Provider utilizes an electronic system for the management and control of records, the Provider shall have a process that ensures the system provides for a scheduled generation of backup record files. (GM) Guidance Maintaining records in electronic files is a reliable and efficient means of short and long-term storage. The integrity of this type of record-keeping system is ensured through secure, safe storage and backup systems. To preclude the loss of records due to hardware or software failures, an electronic system is programmed to create backup files on a schedule that ensures records are never lost. Typically, an electronic system provides for file backup on a daily basis. Where necessary, the look and feel of electronic records is similar to that of a paper record. A retention period for records is defined and, if applicable, is in accordance with any requirements of the Authority. Hardware and software, when updated or replaced, is retained to enable retrieval of old records. ORM-HS 2.3.3 The Provider shall have a process to ensure records retained in accordance with the requirements of the customer airline(s) are furnished to the individual airline(s) upon request, even when such airline(s) may no longer be a customer. (GM) Guidance The provider might be required to furnish certain records to a current or former customer airline in order to satisfy various operational needs of that airline (e.g., accident or incident investigation). Therefore, in agreement with the customer airline, a provider typically retains records for a defined period of time beyond the contract termination date.
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Safety Program
ORM-HS 3.3.1 The Provider shall have a safety program for the purpose of preventing accidents and incidents, which includes processes for: i) ii) Personnel to report operational hazards, deficiencies and areas of concern; The investigation of accidents and incidents;
iii) The reporting of accidents and incidents; iv) The investigation of irregularities or other non-routine operational occurrences that may be precursors of accidents or incidents; v) The identification and analysis of operational hazards and potentially hazardous conditions; vi) The production of analytical information, which may include recommendations, for use by operations managers in the prevention of operational accidents and incidents; vii) Ensuring significant issues arising from the station safety program are subject to regular review by senior management; viii) The dissemination of safety information to appropriate management and operational personnel. (GM) Guidance The safety program is a critical element of risk management. Documentation of the program would include a description of the structure, individual responsibilities, available resources and core processes associated with the program. A station safety program would also be in accordance with applicable regulations and requirements of the customer airline(s). Guidance may be found in AHM 600. ORM-HS 3.3.2 The Provider shall designate an individual with the authority to manage and be responsible for the development, implementation and maintenance of the safety program as specified in ORM-HS 3.3.1. (GM) Guidance The manager oversees the implementation of all activities and processes associated with the safety program. An effective working environment would result in full cooperation between the program manager and those managers who have direct responsibility for safe operations. It is not the role of the program manager to dictate safety action, but rather to assist operational managers in producing safe and secure operations. To ensure complete objectivity in safety matters, a program manager typically functions independently from frontline operations. ORM-HS 3.3.3 The Provider shall have a process to ensure significant issues arising from the safety program as specified in ORM-HS 3.3.1 are subject to regular review by operations management. (GM)
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ORM-HS 3.3.7 The Provider shall have an operational reporting system that: i) Encourages and facilitates feedback from personnel to identify deficiencies, expose hazards and raise concerns over issues that have the potential to threaten the safety or security of aircraft, passengers, personnel, facilities, systems or equipment; Includes analysis and management action to address operational deficiencies, hazards and concerns identified through the reporting system
ii)
iii) Is in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance To maximize reporting from operational personnel, an operational reporting system would be consistent with the corporate policy for an open reporting system as specified in ORM-HS 1.2.3. ORM-HS 3.3.8 The Provider shall have a process in accordance with requirements of the customer airline(s) for the conduct of station airside accident and incident investigations, and for ensuring, in the event such an investigation: i) ii) The customer airline(s) and relevant authorities are notified of the accident or incident; Factual information associated with the investigation is accurately recorded in a standardized report format;
iii) Investigation reports are retained and submitted in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance The station process for airside safety investigations would typically be an element of the station safety program as specified in ORM-HS 3.3.1. Guidance may be found in AHM 650 and 652.
3.4
Guidance The quality assurance program is applied throughout the organization and is typically structured to define:
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iii) Implementation of corrective action in appropriate operational area(s); iv) Monitoring and evaluation of corrective action to determine effectiveness. ORM-HS 3.4.4 The Provider shall have a process to ensure significant issues arising from the quality assurance program as specified in ORM-HS 3.4.1 are subject to regular review by management. (GM)
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Guidance The planning process typically produces a schedule of all audit modules to be conducted within the planning period (e.g., calendar year) and reflects the status of each audit module, to include the applicable audit interval (e.g., 12, 24, 36 months), the date of the previous audit and the scheduled due date for the next audit. ORM-HS 3.4.11 The Provider shall ensure the audit planning process defines the scope of each audit, as appropriate, for the area being audited and also: i) ii) Includes audit objectives that address ongoing compliance with regulatory requirements, Provider standards and other applicable regulations, rules and requirements; Considers relevant operational safety or security events that have occurred;
iii) Considers results from previous audits, including the effectiveness of corrective action that has been implemented. (GM) Guidance The audit scope refers to the breadth of operational disciplines or operational areas covered by an audit and therefore will vary depending on the focus area for each audit (e.g., load control, dangerous goods handling, ramp handling operations, passenger handling). Audit objectives define tangible achievements expected to result from an audit, normally expressed as a statement of intent (e.g., to determine compliance with regulatory requirements, to establish conformity with provider standards, to determine efficiency of operations). To be effective, auditors prepare for a particular area of operations by: Conducting research into any relevant incidents or irregularities that may have occurred;
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Have been trained and qualified; Are impartial and functionally independent from operational areas to be audited. (GM)
Guidance A quality assurance program is typically independent in a manner that permits the scheduling and conduct of audits, as deemed appropriate for the size and scope of operations. Operational independence ensures auditors are not put in a position where their objectivity may be subject to bias due to conflicting responsibilities. Quality audit principles forbid auditors from auditing their own work area. In small organizations, to ensure objectivity, it may be appropriate for the auditing function to be outsourced to external auditors. To be effective, auditors receive an appropriate level of formal training that develops competency in quality auditing skills and techniques. A code of conduct may be used to enhance the impartiality and independence of auditors. An effective auditor code of ethics would require auditors: To act in a strictly trustworthy and unbiased manner in relation to both the organization to which they are employed, contracted or otherwise formally engaged and any other organization involved in an audit performed by them or by personnel under their direct control; To disclose to their employer any relationship they may have with the organization to be audited before undertaking any audit function in respect of that organization; Not to accept any gift, commission, discount or any other profit from the organization audited, from their representatives, or from any other interested person nor knowingly allow personnel for whom they are responsible to do so; Not to disclose the findings, or any part of them, nor to disclose any other information gained in the course of the audit to any third party, unless authorized in writing by both the auditee and the audit organization, if applicable; Not to act in any way prejudicial to the reputation or interest of the audit organization; and In the event of any alleged breach of this code, to cooperate fully in any formal enquiry procedure.
3.5 3.6
(Intentionally open)
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3.7
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Guidance Refer to the ITRM for the definitions of Emergency Management and Emergency Response. An ERP would be designed to address events that could result in fatalities, serious injuries, considerable damage or major disruptions to operations. The plan would typically be based on an assessment of risk appropriate to the size and type of ground operations conducted at each location. In some locations, emergency or crisis response is assumed by a governmental, airport and/or other relevant authority. In such case, the ERP of a provider would normally focus on and addresses the scope of interaction with and/or participation in the response implemented by the authority. Likewise, where there is a common ERP that has been developed jointly by the airport authority and customer airlines, a provider might either use the ERP of the customer airline(s) or have its own ERP that is the same as that of the customer airline(s). In such case, a provider would typically ensure the responsibilities and duties assigned to its personnel satisfy all requirements of the plan. Of particular importance, an ERP would have to ensure an appropriate level of coordination and communication is established and maintained with customer airlines during an emergency response situation. An ERP includes industry best practices and ensures community expectations are addressed. Additionally, an ERP typically: Specifies general conditions for implementation; Provides a framework for an orderly implementation; Ensures proper coordination with external entities at all potential locations; Addresses all potential aspects of an event; Ensures regulatory requirements associated with specific events are satisfied; Provides a scenario for the transition back to normal operations; Ensures regular practice exercises as a means to achieve continuous improvement. ORM-HS 4.1.2 The Provider shall designate an individual that has the qualifications and is delegated the authority to manage and be responsible for the development, implementation and maintenance of the ERP. (GM) Guidance In order to manage an ERP, an individuals qualifications would typically include training and background experience that ensures the requisite knowledge in emergency response principles. Such experience and knowledge is necessary, even though various ERP functions are typically delegated to designated personnel throughout the management system.
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4.2
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iii) Periodic testing or assessment to ensure ongoing competency. (GM) Guidance Refer to the ITRM for the definition of Training and Training Course. Requirements for initial and recurrent training apply to all personnel who perform duties within the scope of ground operations. ORM-HS 5.1.2 The Provider shall ensure the training program as specified in ORM-HS 5.1.1 includes a requirement for recurrent training, except recurrent training in dangerous goods as specified in ORM-HS 5.3.1, to be completed by ground handling personnel on a frequency in accordance with requirements of the customer airline(s), but not less than once during every 36month period. ORM-HS 5.1.3 The Provider shall ensure the training program as specified in ORM-HS 5.1.1 includes evaluation or testing by written, oral or practical means in order for ground handling personnel to demonstrate adequate knowledge, competency and/or proficiency to perform duties, execute procedures and/or operate equipment. ORM-HS 5.1.4 The Provider shall ensure the training program as specified in ORM-HS 5.1.1 includes processes that require instructors (trainers) and evaluators who conduct training and evaluation for ground handling personnel to demonstrate they are competent, qualified and, where required, certified to conduct such training activities. ORM-HS 5.1.5 The Provider shall ensure the training program as specified in ORM-HS 5.1.1 includes processes for the completion of all required training and evaluation by operational ground handling personnel, instructors (trainers) and evaluators to be documented in records, and such records retained in accordance with ORM-HS 2.3.1 for a period as specified by applicable regulations and/or the customer airline(s). ORM-HS 5.1.6 The Provider shall ensure the training program as specified in ORM-HS 5.1.1 includes processes for all aspects of the training program to be periodically reviewed and updated to remain operationally relevant and in accordance with requirements of the customer airline(s).
5.2
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iii) Ground handling personnel are able to prevent to the extent possible acts of unlawful interference and to act in the most appropriate manner to minimize the consequences of acts of unlawful interference, unauthorized interference, and/or disruptive passenger behavior; iv) Appropriate operational personnel, through security awareness training, are acquainted with preventative measures and techniques in relation to passengers, baggage, cargo, mail, equipment, stores and supplies intended for transport on aircraft, as applicable, so they may contribute to the prevention of acts of sabotage and other forms of unauthorized interference. (GM) Guidance Refer to the ITRM for the definitions of Security (Aviation), Security Program, Unlawful Interference and Unauthorized Interference. Intensive training for personnel who are employed within the security organization of a provider will enable them to develop the expertise required to advise management on all aspects of the security program. There are two classifications of aviation security training for a provider: Personnel Training This might be subdivided into training for managers/supervisors, ramp personnel, cargo handling personnel, passenger and baggage handling personnel, and other categories of personnel who are directly involved in the implementation of security measures and thereby require an awareness of the obligations associated with aviation security. General Security Awareness Such training applies to the protection of assets from internal and external interference and the necessity of ensuring all ground handling personnel have a positive attitude to security. The focus of training to achieve such awareness will vary by region or company and may be influenced by cultural, religious and other circumstances. Such training is tailored to be effective in the environment in which it is to apply. The completion of security training would normally be recorded and retained in the records system for proof of compliance with applicable security standards or regulations. ORM-HS 5.2.2 If the Provider outsources ground operations and/or associated functions to external ground service providers at any station, the Provider shall have a process to ensure such external providers have a security training program in accordance with requirements of the Providers security training program as specified in ORM-HS 5.2.1. ORM-HS 5.2.3 If the Provider conducts security functions at any station, the Provider shall ensure the security training program as specified in ORM-HS 5.2.1 includes a process that requires personnel who perform such functions to complete: i) ii) Initial security training prior to being assigned to operational duties that involve security responsibilities; Recurrent security training in accordance with the Security Program of the customer airline(s) and the civil aviation security program of states where operations are conducted.
ORM-HS 5.2.4 If the Provider manages or operates a security screening system at any station, the Provider shall ensure the security training program as specified in ORM-HS 5.2.1 includes processes that require personnel who manage or operate the system: i) To be certified in accordance with requirements of the applicable civil aviation security authority, where such certification requirements exist;
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5.3
Guidance Guidance may be found in DGR 1.5. ORM-HS 5.3.4 If the Provider outsources dangerous goods handling functions to external ground service providers at a station, the Provider shall have a process to ensure such external providers have a dangerous goods training program in accordance with requirements of the Providers dangerous goods training program as specified in ORM-HS 5.3.1, 5.3.2 and 5.3.3. ORM-HS 5.3.5 5.3.9 (Intentionally open) ORM-HS 5.3.10 If the Provider delivers cargo and mail handling services at any station, the Provider shall ensure the dangerous goods training program as specified in ORM-HS 5.3.1 includes a process that requires personnel with duties and/or responsibilities in cargo and mail handling functions to complete initial and recurrent training, as well as testing and/or evaluation, in dangerous goods, as applicable to the assigned operational cargo handling function(s). (GM)
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iii) A person or organization approved by the relevant authorities in states where operations are conducted. ORM-HS 5.3.13 If the Provider delivers cargo and mail handling services at any station, and dangerous goods training for cargo handling personnel is conducted by persons or organizations other than those specified in ORM-HS 5.3.12, the Provider shall ensure the dangerous goods training program as specified in ORM-HS 5.3.1 includes a process for the conduct of a review that verifies the adequacy of such dangerous goods training. (GM) Guidance A dangerous goods training course is reviewed to ensure the content and final test are sufficient, and that each trainee gains the desired knowledge as demonstrated by passing a final test. A review also ensures a training course is adequately organized, structured and provisioned. Typically, training would consist of a tutored or self-study course, associated material (such as handouts, overhead slides, videos, exercises, etc.) and an examination paper. For instructors, there would typically be instructor notes to ensure the course covers all the required areas and meets objectives.
5.4
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5.5
Guidance Airside driver training for ground handling personnel typically addresses: Role and responsibilities of vehicle operators; Vehicle equipment standards; Hazards of airside driving; Reduced visibility procedures; Accident and incident reporting procedures; Rules and procedures for driving on ramps (aprons), stands and airside roads; Rules and procedures for driving in aircraft maneuvering areas. Guidance may be found in AHM 611.
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Guidance Refer to the ITRM for the definition of Ground Support Equipment (GSE). Guidance may be found in AHM 630.
5.7
Guidance Refer to the ITRM for the definitions of Load Control, Loading Instruction/Report (LIR), NOTOC (Notification to Captain), Operational Flight Plan (OFP) and Unit Load Device (ULD). The elements of the load control process consist of: Load planning; Weight and balance calculation; Aircraft loading supervision; Checking and finalization of the Loadsheet and other loading documents. Training for personnel that perform operational functions within the load control process typically addresses: (1) Aircraft weight and balance principles, to include: General philosophy; Theory of flight; Aircraft weights and weight limitations; Fuel requirements; Principles of balance; Structural strength limits. (2) Load control and distribution, to include: General principles; Unit load devices (ULDs); Aircraft locations; Aircraft structural loading limitations; Loading restraint systems; Load planning; Loading Instruction/Report (LIR); Loadsheet (manual, EDP, LMC).
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5.8
Guidance Training for personnel with duties and/or responsibilities in operational passenger handling functions typically addresses subject areas such as: Passenger and baggage check-in policies and procedures; Manual check-in procedures; Cabin seating considerations, to include exit row, special passengers; Passenger boarding policies and procedures, to include cabin baggage limitations; If applicable, cabin access door operation; If applicable, boarding bridge operation; Dangerous goods regulations, considerations and procedures; Security regulations, considerations and procedures; Load control consequences, coordination and procedures; If applicable, handling and boarding of weapons and authorized persons carrying weapons;
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5.9
Guidance Training for personnel with duties and/or responsibilities in baggage handling functions typically addresses subject areas such as: Baggage handling procedures (identification, sorting, loading in ULDs); Manual baggage handling procedures; ULDs (designation codes, inspecting, loading, tagging, removal from service); Security (regulations, considerations, procedures); Load control (consequences, coordination, procedures); Communication procedures (customer airlines, load control, authorities, others); Data protection and security; Document protection and security; Abnormal and emergency procedures (fire, dangerous goods, security, other); Health and Safety; Emergency response procedures. Dangerous goods training for personnel with duties and/or responsibilities in baggage handling functions typically addresses: General philosophy; Labeling and marking; Recognition of undeclared dangerous goods;
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5.10
Guidance Training would be applicable to personnel that perform aircraft servicing and loading functions, which typically include: General loader; Loading supervisor; Aircraft servicing (water, toilet); Passenger boarding equipment operator; Aircraft loading equipment operator; Ground support equipment operator (GPU, ASU, ACU); Aircraft chocking and use of marker cones; Aircraft ground movement assistance; Catering servicing and vehicle operator; De-/anti-icing servicing and vehicle/equipment operator. Training for personnel with duties and/or responsibilities in aircraft handling and loading functions typically addresses subject areas such as: Irregularity/incident/accident reporting process; Manual handling of load; Safety during aircraft fuelling; Principles of aircraft loading; Handling of loads that require special attention; Loading incompatibilities; Handling of ULDs; Operation of aircraft loading systems/securing of ULDs; Identification/consequences of malfunctions of in-plane loading systems; Consequences of load damage and spillage; Positioning and operation of loading and servicing equip; Load notification to pilot-in-command; Passenger embarkation/disembarkation procedures; Standards of aircraft cleaning, lavatory and potable water servicing;
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Guidance Refer to the ITRM for the definition of Aircraft Access Doors. The operation of electrically, hydraulically and pneumatically actuated doors requires theoretical and practical training conducted by appropriately qualified instructor personnel. To facilitate such training, a provider would ensure each customer airline provides detailed technical information, to include description and operations procedures, pertaining to each type of door in aircraft handled by the provider. The operation of manually operated doors normally requires no special training; however, personnel would be required to demonstrate the ability to operate such doors safely before being permitted to do so without supervision. Guidance may be found in AHM 430. ORM-HS 5.10.4 If the Provider delivers services that require the operation of passenger boarding bridges at any station, the Provider shall have a passenger boarding bridge training program that ensures all personnel with duties that include the operation of passenger boarding bridges complete training and qualification applicable to each type of boarding bridge operated at the station. (GM) Guidance Refer to the ITRM for the definition of Passenger Boarding Bridge.
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5.11
5.12
5.13
iii) Manage any disruptions to turnaround activities; iv) Ensure processes are delivered within standards for performance and compliance limits; v) Ensure the activity sequence is consistent with the station aircraft turnaround plan, and all activities are delivered within agreed times; vi) Liaise with and between teams, departments and suppliers to inhibit discrepancies in activity sequence or task performance; vii) Act as a central point of contact during turnaround operations; viii) Acts as safety coordinator for the duration of turnaround activities. (GM) Guidance Refer to the ITRM for the definition of Aircraft Turnaround Coordination. Guidance may be found in AHM 615.
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6.2
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6.3
Contingency Planning
ORM-HS 6.3.1 The Provider shall have a station contingency plan in accordance with requirements of the customer airline(s) for responding to aviation security incidents. ORM-HS 6.3.2 The Provider shall have procedures in accordance with the Security Program of the customer airline(s) that ensure notification of the relevant civil aviation security authorities when unlawful interference against a customer airline has occurred at the station.
6.4
Security Equipment
ORM-HS 6.4.1 If the Provider operates equipment utilized for security screening or for the implementation of other security controls at the station, the Provider shall have procedures for the testing and calibration of such equipment on a periodic basis.
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7.2
GSE Maintenance
ORM-HS 7.2.1 If the Provider maintains GSE at any station, the Provider shall have a program that ensures such equipment, at the applicable stations: i) ii) Is maintained in accordance with instructions and/or guidance from the GSE manufacturer; Is serviceable and in good mechanical condition prior to being used in ground operations;
iii) When found to be defective, is reported and evaluated for removal from service. (GM) Guidance Maintenance programs would typically be designed to be in accordance with recommendations of the equipment manufacturer. ORM-HS 7.2.2 If the Provider maintains GSE at any station in accordance with ORM-HS 7.2.1, the Provider shall have procedures that ensure such maintenance is documented in records, and such records are retained for a period as specified by the Provider, applicable regulations and/or the customer airline(s).
7.3
GSE Operation
ORM-HS 7.3.1 The Provider shall have a program for the operation of GSE, which includes standard operating procedures, as well as appropriate training and evaluation, to ensure personnel at all stations are qualified and authorized to operate GSE: i) ii) In a manner that prevents damage to aircraft and injury to personnel; In accordance with applicable regulations and/or requirements of the customer airline(s). (GM)
Guidance Refer to the ITRM for the definition of Ground Support Equipment (GSE). Refer to AHM 630 for practices and procedures associated with the operation of GSE. Procedures would address all GSE operations, which would typically include equipment used for or associated with: Cargo and baggage transportation; Aircraft ground movement; Aircraft servicing (includes catering, cleaning, potable water, toilet, external power); Aircraft loading;
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iii) In a manner that does not obstruct access to the fuel hydrant emergency stop switch. (GM) Guidance Guidance may be found in AHM 630. ORM-HS 7.3.5 The Provider shall ensure the GSE operation program as specified in ORM-HS 7.3.1 includes procedures that do not permit GSE, including the passenger boarding bridge, to move toward an aircraft unless: i) ii) The aircraft has come to a complete stop; Chocks and cones are positioned;
iii) If applicable, engines are shut down; iv) If applicable, anti-collision beacons are off; v) Ground-to-flight deck communication is established, if applicable. (GM) Guidance Under certain circumstances, engines might not be shut down after the aircraft is parked (e.g. APU and GPU inoperative). Procedures typically address such exceptions to ensure safety. Guidance may be found in AHM 630. ORM-HS 7.3.6 The Provider shall ensure the GSE operation program as specified in ORM-HS 7.3.1 includes procedures that require the parking brake to be applied, with the gear lever in park or neutral, when GSE is parked in airside areas. ORM-HS 7.3.7 The Provider shall ensure the GSE operation program as specified in ORM-HS 7.3.1 includes procedures that prevent GSE from being moved into or driven across the path of: i) ii) Taxiing aircraft; Embarking or disembarking passengers on the ramp.
ORM-HS 7.3.8 The Provider shall ensure the GSE operation program as specified in ORM-HS 7.3.1 includes procedures that prevent GSE from being driven with elevating equipment in the elevated position, except during final positioning of the equipment to the aircraft. ORM-HS 7.3.9 The Provider shall ensure the GSE operation program as specified in ORM-HS 7.3.1 includes procedures that require loaded dollies or transporters to have the load secured from movement by the use of locks, stops, rails, or straps at all times, except when the load is being transferred onto or off the equipment. ORM-HS 7.3.10 The Provider shall ensure the GSE operation program as specified in ORM-HS 7.3.1 includes procedures that require unserviceable GSE to be: i) ii) Tagged as Out of Service and not utilized in airside operations; Removed from operations for repair or maintenance.
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Guidance Refer to the ITRM for the definitions of Component Maintenance Manual (CMM) and Unit Load Device (ULD). The latter includes definitions of Certified and Non-certified ULDs. Damaged or unserviceable ULDs have the potential to affect flight safety. Inspection procedures are typically applied to ULDs whether loaded or unloaded. Certified and non-certified ULDs have different specifications and documentation requirements. Differences in damage limitations can occur between ULDs of the same manufacturer, as well as ULDs of different manufacturers. The maximum allowable damage for each specific ULD is typically stated in the applicable Component Maintenance Manual (CMM) issued by the manufacturer. In certain cases, ULD damage limits might be displayed on the ULD. Some airlines impose limits that are more stringent than those contained in the CMM. ULDs, to include containers and pallets, as well as nets and straps, that do not comply with relevant regulations may not be transported on a commercial flight. An exception may be made for damaged ULDs that require transport to a repair facility, but only after it has been determined through evaluation by appropriately qualified personnel that such ULDs pose no risk of damage to the aircraft. Non-certified ULDs are not considered removable aircraft holds, and may only be loaded into aircraft holds that are compartment-restraint certified. Guidance may be found in the applicable chapter of the IATA ULD Technical Manual (UTM).
8.2
ULD Loading
ORM-HS 8.2.1 If the Provider handles ULDs at the station, the Provider shall have procedures in accordance with requirements of the customer airline(s) to ensure loaded ULDs, whether received or loaded by the Provider, are in compliance with applicable requirements pertaining to ULD loading and load securing. (GM) Guidance Safety requirements typically address the loading of containers and pallets, to include nets and straps, and ULD centre of gravity (CG) offset limits. Each state may have additional or varying regulations and specifications. Guidance may be found in the applicable chapter of the UTM. ORM-HS 8.2.2 If the Provider handles ULDs at the station, the Provider shall have a program that includes procedures in accordance with requirements of the customer airline(s) to ensure ULDs are identified by exterior tags that display information relevant to the ULD and its contents prior to being released for loading into the aircraft. (GM)
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8.3
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9.2
9.3
iii) Emergency procedures, including alerting personnel on board the aircraft; iv) Procedures for controlling and reporting fires. (GM) Guidance Guidance may be found in AHM 630 and ACI 2.16.0
9.4
Airside Cleanliness
ORM-HS 9.4.1 The Provider shall have procedures to address the spillage of fluids and other materials in station airside areas of operations. (GM) Guidance Procedures would typically focus on the avoidance of and response to fluid spillage in station airside operations, to include containment, reporting and cleanup, in accordance with the requirements of relevant authorities. Other procedures might address spillage of: Toilet waste;
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9.5
9.6
Passenger Safety
ORM-HS 9.6.1 If the Provider conducts ground operations at the station that utilize the ramp surface for passenger embarkation and disembarkation, the Provider shall have procedures or other measures that provide for the protection of passengers moving between the aircraft and a terminal building or ground transportation vehicle. (GM) Guidance To preclude injuries, passenger movement on the ramp between the aircraft and the terminal building or ground transport vehicle is always closely supervised. The route used for such passenger movement is typically clearly designated and visible, equipment and vehicles are clear, and the surface is free of any contamination. Such route is designed so passengers are protected or clear from: Aircraft protrusions; GSE; Fuelling zones; Jet blast or prop wash. Guidance may be found in AHM 630.
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9.8
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iii) Compliance with applicable regulations and requirements of the customer airline(s). (GM) Guidance Refer to the ITRM for the definitions of Aircraft Turnaround Coordinator and Aircraft Turnaround Plan. The training and qualification of aircraft turnaround coordinators is addressed in ORM-HS 5.13.1. Guidance may be found in AHM 615 and 616.
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General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
iii) Operations are conducted in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance Refer to the ATA Technical Reference Manual for Audit Programs (ITRM) for the definition of Provider. A station management system is documented in controlled company media at both the corporate and operational levels. Manuals or controlled electronic media are acceptable means of documenting the management system. Documentation provides a comprehensive description of the scope, structure and functionality of the management system, and depicts lines of accountability throughout the organization, as well as authorities, duties, responsibilities and the interrelation of functions and activities within the system. Acceptable means of documentation include, but are not limited to, organization charts (organigrams), job descriptions and other descriptive written material that defines and clearly delineates the management system. Documentation also reflects a functional continuity within the management system, which ensures the entire organization works as a system and not as a group of independent or fragmented units (i.e., silo effect). An effective management system is fully implemented and functional with a clear consistency and unity of purpose between corporate management and management in the operational areas. The management system ensures compliance with internal standards and the applicable regulations of all states where operations are conducted. ORM-S 1.1.2 (Intentionally open)
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1.2
Management Commitment
ORM-S 1.2.1 The Provider shall have a policy that commits the station organization to a culture that has safety and security as fundamental operational priorities. (GM) Guidance The policy of a provider reflects the commitment of station management to a strong culture of operational safety and security. Such policy (or policies) is (are) expressed in operational manuals and other controlled documents that are accessible to and used by station personnel. To enhance effectiveness in creating the desired culture, the policy is communicated and made visible in all areas of station operations by disseminating communiqus, posters, banners and other forms of information in a form and language which can be easily understood. ORM-S 1.2.2 (Intentionally open)
ORM-S 1.2.3 The Provider shall have an open reporting system that permits station personnel to report operational hazards and deficiencies to management. (GM) Guidance Frontline operational personnel are often in the best position to observe and identify operational hazards and conditions that could lead to accidents or incidents. Experience has shown that personnel will not provide information if there is apprehension or fear that such reporting will result in disciplinary action. The reporting policy is typically documented in operations manuals or other controlled documents that are accessible to and used by personnel at all stations. To be effective, an open policy would typically be non-punitive and assure employees that reporting unpremeditated or inadvertent errors would not necessarily result in disciplinary action being taken against the reporter or other individuals involved unless such errors result from illegal activity, willful misconduct or other egregious actions, as defined by the provider. Also, employees need to be assured that the identity (or information leading to the identity) of any employee who reports an error under this policy is never disclosed unless agreed to by the employee or required by law. An open reporting policy typically encourages and provides incentives for individuals to report hazards and operational deficiencies to management. It also assures personnel that their candid input is highly desired and vital to safe and secure operations. ORM-S 1.2.4 The Provider shall have a policy that commits the organization to ensuring the health and safety of personnel engaged in the conduct of station ground operations, and which takes into account and addresses: i) ii) Operational risk assessment; Equipment design and maintenance;
iii) Training and competence of personnel; iv) Continual improvement of processes and procedures. (GM)
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iii) Performance targets and objectives are achieved implementation of work instructions and practices;
iv) Metrics are established for measuring the effectiveness of the EMS in meeting targets and objectives; v) The EMS is periodically reviewed by senior management to ensure ongoing effectiveness. (GM) Guidance Refer to the ITRM for the definition of Environmental Management System.
1.3 1.4
(Intentionally open)
Communication
ORM-S 1.4.1 The Provider shall have a communication system that enables and ensures an exchange of information that is relevant to the conduct of ground operations, and ensures such exchange of information occurs throughout the station management system and in all station locations where ground operations are conducted. (GM) Guidance An effective communication system ensures an exchange of relevant operational information among station managers, operational managers and front line personnel. To be totally effective, the communication system would also include customer airlines, as well as external organizations that work alongside the provider or conduct outsourced operational functions for the provider at the station.
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1.5
Management Review
ORM-S 1.5.1 The Provider shall have a process to review the station management system at intervals not exceeding one year to ensure its continuing suitability, adequacy and effectiveness in the management and control of ground operations. A review shall include assessing opportunities for improvement and the need for changes to the system, including, but not limited to, organizational structure, reporting lines, authorities, responsibilities, policies, processes, procedures and the allocation of resources. (GM) Guidance Management review is a necessary element of a well-managed company and provides a process through which organizational control and continuous improvement can be delivered. To be effective, a formal management review takes place on a regular basis, but typically not less than a minimum of once per year. A review of the station management system would typically focus on ensuring station performance is consistent with the providers goals and objectives, and also include an assessment of opportunities for improvement and the need for changes at the station level. An appropriate method to satisfy this requirement is a periodic formal meeting of the station management team. The agenda of the meeting includes a general assessment of the management system to ensure all defined elements are functioning effectively. The review also includes an assessment of operational performance to ensure the station management system is producing the desired operational safety, security and quality outcomes. Station management ensures deficiencies identified during the management review are addressed through the implementation of organizational changes that will result in improvements to the performance of the system. Input to the management review process would include, but not be limited to: Risk management issues; Safety and security issues; Quality assurance issues; Provision of resources;
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1.6
Provision of Resources
ORM-S 1.6.1 The Provider shall ensure the existence of the station facilities, workspace, equipment, supporting services, as well as work environment, necessary to satisfy operational safety and security requirements. (GM) Guidance Station facilities, workspace, equipment and supporting services would typically include: Buildings, workspaces and associated utilities; Facilities for people in the organization; Equipment appropriate for ground handling functions; Support equipment, including tools, hardware and software; Support services, including transportation and communication. Where infrastructure or equipment is under the responsibility of the airport authority, the provider would typically have a process to liaise with the owner to ensure the availability and serviceability of such infrastructure or equipment. A suitable work environment satisfies human and physical factors and considers: Safety rules and guidance, including the use of protective equipment; Workplace location(s); Workplace temperature, humidity, light, air flow; Cleanliness, noise and pollution. ORM-S 1.6.2 The Provider shall have a policy that ensures station positions that affect operational safety and security are filled by personnel that possess the knowledge, skills, training, and experience appropriate for the position. (GM)
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ORM-S 1.6.5 The Provider shall have a policy that addresses the use of psychoactive substances by operational station personnel, and ensures: i) ii) The exercise of duties while under the influence of psychoactive substances is prohibited; Consequences for such behavior are defined. (GM)
1.7
Risk Management
ORM-S 1.7.1 i) ii) The Provider should have station risk management processes that ensure: Hazards with the potential to affect operational safety or security are identified; Threats with the potential to affect security are identified;
iii) Hazards are analyzed to determine risks; iv) Risks are assessed to determine the need for control actions; v) Risk control actions are developed and implemented in station operations, and are subsequently monitored to ensure risks are controlled. (GM) Guidance Refer to the ITRM for the definition of Risk. In general, risk management typically includes the basic elements of: Safety hazard identification; Security threat identification
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1.8
Operational Planning
ORM-S 1.8.1 The Provider shall ensure the management system includes planning processes for ground operations that: i) ii) Define desired operational safety and security outcomes; Address operational resource allocation requirements;
iii) Take into account requirements originating from applicable external sources including, but not limited to, the customer airline(s), regulatory authorities and the airport authority. (GM) Guidance Management system planning processes are necessary to ensure sufficient resources are in place to meet station operational safety and security requirements, as well as to meet requirements from external sources, such as regulatory authorities and equipment manufacturers. Resource requirements would typically be determined through risk assessment, management review or other management processes. Planning processes may result in the generation of goals, objectives or other types of performance measures that would represent the operational outcomes a provider plans for and desires to achieve.
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2.2
Operational Manuals
Policies and Procedures Manual (PPM) ORM-S 2.2.1 (Intentionally open)
ORM-S 2.2.2 The Provider shall have a process to ensure the current edition of the PPM is accessible in a usable format at the station. (GM) Guidance Refer to the ITRM for the definition of Policies and Procedures Manual. Policies and Procedures Manual (PPM) is a generic name; an equivalent manual with a different name is an acceptable alternative (e.g., Ground Handling Manual). The PPM is the manual of a provider that contains the operational policies, procedures, instructions and other guidance or information necessary for ground handling personnel to perform their duties and be in compliance with applicable regulations, laws, rules, requirements and standards. The PPM may be one manual or a collection of related manuals that are issued
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iii) The emergency response plan (ERP); iv) As applicable to station operations, the Live Animal Regulations (LAR) and Perishable Cargo Regulations (PCR). (GM) Guidance Refer to the ITRM for the definition of Operations Manual. A provider may not be required to maintain an OM for all customer airlines, or may be required to maintain only part of the manual for certain customer airlines. Based on customer airline requirements and the types of ground operations conducted at a specific location, only relevant parts of applicable manuals may be necessary. Availability of only the providers manual may be sufficient when such manual is accepted by the customer airline(s) or when a customer airline does not provide a manual. A current edition of the DGR would include any Addenda that are applicable. Equivalent documentation would contain information derived from the DGR that is relevant only to the specific ground handling functions conducted at any particular location. Also, the ICAO Technical Instructions for the Transport of Dangerous Goods would be considered equivalent documentation. Applicability of dangerous goods requirements to ground operational functions is defined in DGR Section 1, Table 1.5.A. Guidance with respect to ERP requirements may be found in AHM 620. ORM-S 2.2.4 If the Provider outsources ground operations and/or associated functions to an external ground service provider, the Provider shall have a process to ensure each applicable external provider is supplied with operational manuals relevant to the type(s) of outsourced ground operations conducted. (GM) Guidance Refer to the ITRM for the definition of Outsourcing.
2.3
Records System
ORM-S 2.3.1 The Provider shall have a system for the management and control of station operational records to ensure the content and retention of such records is in accordance with applicable regulations and requirements of the customer airline(s), and to ensure operational records are subjected to standardized processes for: i) Identification;
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iii) Maintenance; iv) Retrieval; v) Protection and security; vi) Disposal, deletion (electronic records) and archiving. (GM) Guidance Such process would typically address all records associated with ground operations at the station, including personnel training records and any other records that document the fulfillment of operational requirements (e.g., GSE maintenance, weigh bridge calibration). ORM-S 2.3.2 If the Provider utilizes an electronic system for the management and control of records, the Provider shall have a process that ensures the system provides for a scheduled generation of backup record files. (GM) Guidance Maintaining records in electronic files is a reliable and efficient means of short and long-term storage. The integrity of this type of record-keeping system is ensured through secure, safe storage and backup systems. To preclude the loss of records due to hardware or software failures, an electronic system is programmed to create backup files on a schedule that ensures records are never lost. Typically, an electronic system provides for file backup on a daily basis. Where necessary, the look and feel of electronic records is similar to that of a paper record. A retention period for records is defined and, if applicable, is in accordance with any requirements of the Authority. Hardware and software, when updated or replaced, is retained to enable retrieval of old records. ORM-S 2.3.3 The Provider shall have a process to ensure records retained in accordance with the requirements of the customer airline(s) are furnished to the individual airline(s) upon request, even when such airline(s) may no longer be a customer. (GM) Guidance The provider might be required to furnish certain records to a current or former customer airline in order to satisfy various operational needs of that airline (e.g., accident or incident investigation). Therefore, in agreement with the customer airline, a provider typically retains records for a defined period of time beyond the contract termination date.
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Safety Program
ORM-S 3.3.1 The Provider shall have a station safety program for the purpose of preventing accidents and incidents, which includes processes for: i) ii) Personnel to report operational hazards, deficiencies and areas of concern; The investigation and reporting of accidents and incidents;
iii) The investigation of irregularities or other non-routine operational occurrences that may be precursors of accidents or incidents; iv) The identification and analysis of operational hazards and potentially hazardous conditions; v) The production of analytical information, which could include recommendations, for use by operations managers in the prevention of operational accidents and incidents; vi) Ensuring significant issues arising from the station safety program are subject to regular review by station management; vii) The dissemination of safety information to appropriate station management and operational personnel. (GM) Guidance The safety program is a critical element of risk management. Documentation of the program typically includes a description of the structure, individual responsibilities, available resources and core processes associated with the program. A station safety program would also be in accordance with applicable regulations and requirements of the customer airline(s). Guidance may be found in AHM 600. ORM-S 3.3.2 The Provider shall designate an individual with the authority to manage and be responsible for the development, implementation and maintenance of the station safety program as specified in ORM-S 3.3.1. (GM) Guidance The manager oversees the implementation of all activities and processes associated with the safety program. An effective working environment would result in full cooperation between the program manager and operations managers, who have direct responsibility for safe operations. It is not the role of the program manager to dictate safety action, but rather to assist operational managers in producing safe and secure operations. To ensure complete objectivity in safety matters, a program manager typically functions independently from frontline operations. ORM-S 3.3.3 The Provider shall have a process to ensure significant issues arising from the station safety program as specified in ORM-S 3.3.1 are subject to regular review by: i) ii) Station operations management; Management of the Providers safety program. (GM)
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Encourages and facilitates feedback from personnel to identify deficiencies, expose hazards and raise concerns over issues that have the potential to threaten the safety or security of aircraft, passengers, personnel, facilities, systems or equipment; Includes analysis and management action to address operational deficiencies, hazards and concerns identified through the reporting system
ii)
iii) Is in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance A station reporting system would be consistent with the providers policy for an open reporting system. To be effective, an open reporting system policy would typically be non-punitive and provide assurance to employees that reporting unpremeditated or inadvertent errors would not necessarily result in disciplinary action being taken against the reporter or other individuals involved unless such errors result from illegal activity, willful misconduct or other egregious actions, as defined by the provider. ORM-S 3.3.8 The Provider shall have a process in accordance with requirements of the customer airline(s) for the conduct of station airside accident and incident investigations, and for ensuring, in the event such an investigation: i) ii) The customer airline(s) and relevant authorities are notified of the accident or incident; Factual information associated with the investigation is accurately recorded in a standardized report format;
iii) Investigation reports are retained and submitted in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance The station process for airside safety investigations would typically be an element of the station safety program as specified in ORM-S 3.3.1. Guidance may be found in AHM 650 and 652.
3.4 3.5
(Intentionally open)
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iii) Implementation of corrective and preventive action in appropriate operational area(s); iv) Evaluation of corrective and preventive action to determine effectiveness. ORM-S 3.5.4 The Provider shall have a process to ensure significant issues arising from the station quality control program as specified in ORM-S 3.5.1 are subject to review by: iii) Station management; iv) Management of the Providers quality assurance program. ORM-S 3.5.5 The Provider shall have a process for the dissemination of information from the station quality control program as specified in ORM-S 3.5.1 to ensure personnel are aware of compliance issues at the station. (GM) Guidance An effective quality control program typically includes a process for promulgating and disseminating information derived from station inspections for the purpose of maintaining an
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3.6
3.7
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iii) Requirements of each customer airline. (GM) Guidance Refer to the ITRM for the definitions of Emergency Management and Emergency Response. An ERP would be designed to address events that could result in fatalities, serious injuries, considerable damage or major disruptions to operations. The plan would typically be based on an assessment of risk appropriate to the size and type of ground operations conducted at each location. In some locations, a governmental, airport and/or other relevant authority assume emergency or crisis response. In such case, the ERP of a provider would normally focus on and address the scope of interaction with and/or participation in the response implemented by the authority. Likewise, where there is a common ERP that has been developed jointly by the airport authority and customer airlines, a provider might either use the ERP of the customer airline(s) or have its own ERP that is the same as that of the customer airline(s). In such case, a provider would typically ensure the responsibilities and duties assigned to its personnel satisfy all requirements of the plan. Of particular importance, an ERP would have to ensure an appropriate level of coordination and communication is established and maintained with customer airlines during an emergency response situation. An ERP includes industry best practices and ensures community expectations are addressed. Additionally, an ERP typically: Specifies general conditions for implementation; Provides a framework for an orderly implementation; Ensures proper coordination with external entities at all potential locations; Addresses all potential aspects of an event; Ensures regulatory requirements associated with specific events are satisfied; Provides a scenario for the transition back to normal operations; Ensures regular practice exercises as a means to achieve continuous improvement. ORM-S 4.1.2 The Provider shall designate an individual that has the qualifications and is delegated the authority to manage and be responsible for the development, implementation and maintenance of the station ERP. (GM) Guidance In order to manage an ERP, an individuals qualifications would typically include training and background experience that ensures the requisite knowledge in emergency response principles. Such experience and knowledge is necessary, even though various ERP functions are typically delegated to designated personnel throughout the management system.
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4.2
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iii) Baggage handling training program; iv) Aircraft handling and loading training program; v) Aircraft ground movement training program; vi) Cargo and mail handling training program. (GM) Guidance Refer to the ITRM for the definitions of Training and Training Course. The specification for initial and recurrent training applies to all personnel who perform duties within the scope of ground operations. ORM-S 5.1.2 If the Provider outsources ground operations and/or associated functions to external ground service providers at the station, the Provider shall have a process to ensure the operational personnel of such external providers complete initial and recurrent training in accordance with requirements of the Providers general and function specific training programs, as applicable to the operational functions conducted by the external provider. ORM-S 5.1.3 If the Provider delivers aircraft handling and loading services at the station, the Provider shall have a process to ensure station personnel with duties that include the supervision of aircraft loading complete training in accordance with the Providers load control training program. (GM) Guidance Aircraft loading supervision is an element of the load control process. Guidance may be found in AHM 590 and 591. ORM-S 5.1.4 If the Provider delivers aircraft handling and loading services at the station, and such services include the operation of aircraft access doors, the Provider shall have a process to ensure station personnel with duties that include the operation of aircraft access doors complete training and qualification in accordance with the Providers aircraft access door training program as applicable to each type of access door operated at the station. (GM) Guidance Refer to the ITRM for the definition of Aircraft Access Doors. The operation of electrically, hydraulically and pneumatically actuated doors requires theoretical and practical training conducted by appropriately qualified instructor personnel. To facilitate such training, a provider would ensure each customer airline provides detailed technical information, to include description and operations procedures, pertaining to each type of door in aircraft handled by the provider.
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5.2
5.3
ORM-S 5.3.4 If the Provider outsources dangerous goods handling functions to external ground service providers at the station, the Provider shall have a process to ensure such external providers have a dangerous goods training program in accordance with requirements of the Providers dangerous goods training program. ORM-S 5.3.5 5.3.9 (Intentionally open)
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ORM-S 5.3.12 If the Provider delivers cargo and mail handling services at the station, the Provider should have a process to ensure dangerous goods training for station cargo handling personnel is conducted by either: i) ii) An IATA member airline; or An IATA Accredited Training School (ATS); or
iii) A person or organization approved by the relevant authorities in states where operations are conducted. ORM-S 5.3.13 If the Provider delivers cargo and mail handling services at the station, and dangerous goods training for cargo handling personnel is conducted by persons or organizations other than those specified in ORM-S 5.3.3, the Provider shall have a process in accordance with the Providers dangerous goods training program to conduct a review that verifies the adequacy of such dangerous goods training.
5.4
5.5
5.6
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iii) If applicable, requirements of the civil aviation security program of state where the station is located. (GM) Guidance Refer to the ITRM for the definitions of Security Controls and Security Program. ORM-S 6.1.2 The Provider shall have a process to ensure security controls are in place to prevent personnel and vehicles from unauthorized access into station facilities and areas where the Provider conducts ground operations for customer airlines. (GM) Guidance A provider would normally conduct ground operations for customer airlines only in facilities or areas where adequate security controls are in place, although the actual implementation of such controls is not always accomplished by the provider. Security controls are typically implemented by an authority (e.g. government or airport authority), but under certain conditions it might be necessary for implementation to be accomplished by the provider or other entity deemed competent by the provider and/or customer airline. ORM-S 6.1.3 The Provider shall have procedures that ensure ground handling personnel performing functions in station airside areas are required to maintain awareness for unauthorized interference, and to request a verification of identity from any potentially unauthorized persons. (GM) Guidance Guidance may be found in AHM 051.
6.2
6.3
Contingency Planning
ORM-S 6.3.1 The Provider shall have a station contingency plan in accordance with the Security Program of the customer airline(s) for responding to aviation security incidents ORM-S 6.3.2 The Provider shall have procedures in accordance with the Security Program of the customer airline(s) that ensure notification of the relevant civil aviation security authorities when unlawful interference against a customer airline has occurred at the station.
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7.2
GSE Maintenance
ORM-S 7.2.1 If the Provider maintains GSE at the station, the Provider shall have a program to ensure such equipment is maintained in accordance with the Providers GSE maintenance program. (GM) Guidance Refer to the ITRM for the definition of Ground Support Equipment (GSE). GSE is typically maintained in accordance with the respective manufacturers recommendations. ORM-S 7.2.2 If the Provider maintains GSE at the station in accordance with ORM-S 7.2.1, the Provider shall have procedures to ensure such maintenance is documented in records, and such records are retained for a period in accordance with the Providers GSE maintenance program.
7.3
GSE Operation
ORM-S 7.3.1 If the Provider operates GSE at the station, the Provider shall have procedures for the operation of each type of GSE utilized in station ground operations to ensure such equipment is operated in accordance with the Providers GSE operation program. Guidance Guidance may be found in AHM 630 ORM-S 7.3.2 If the Provider operates GSE at the station The Provider shall have procedures that ensure GSE is subjected to a pre-movement inspection prior to being utilized in operations. (GM) Guidance Such inspection, typically referred to as a walk-around check, would be conducted prior to movement of the equipment in order to ensure: Visible damage or abnormality is detected; Any cables or hoses are stowed; If the equipment is carrying a load, all locks, stops, rails or straps are fastened and are securing the load. Specifically, a pre-use inspection might focus on: Tires and brakes; Fuel and battery water levels;
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Only in designated station airside equipment parking areas when not in use; In a manner that does not obstruct access to fire fighting equipment;
iii) In a manner that does not obstruct access to the fuel hydrant emergency stop switch. (GM) Guidance Guidance may be found in AHM 630. ORM-S 7.3.5 If the Provider operates GSE at the station, the Provider shall have procedures that ensure GSE, including the passenger boarding bridge, is never permitted to move toward an aircraft unless: i) ii) The aircraft has come to a complete stop; Chocks and cones are positioned;
iii) If applicable, engines are shut down; iv) If applicable, anti-collision beacons are off; v) Ground-to-flight deck communication is established, if applicable. (GM) Guidance Under certain circumstances, engines might not be shut down after the aircraft is parked (e.g. APU and GPU inoperative). Procedures typically address such exceptions to ensure safety. Guidance may be found in AHM 630. ORM-S 7.3.6 If the Provider operates GSE at the station, the Provider shall have procedures that ensure the parking brake is applied, with the gear lever in park or neutral, when a vehicle or GSE is parked in airside areas. ORM-S 7.3.7 If the Provider operates GSE at the station, the Provider shall have procedures that ensure GSE is not moved into or driven across the path of: i) ii) Taxiing aircraft; Embarking or disembarking passengers on the ramp.
ORM-S 7.3.8 If the Provider operates GSE at the station, the Provider shall have procedures that ensure GSE is not driven with elevating equipment in the elevated position, except during final positioning of the equipment to the aircraft.
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ORM-S 28
Guidance Refer to the ITRM for the definitions of Component Maintenance Manual (CMM) and Unit Load Device (ULD). The latter includes definitions of Certified and Non-certified ULDs. Damaged or unserviceable ULDs have the potential to affect flight safety. Inspection procedures are typically applied to ULDs whether loaded or unloaded. Certified and non-certified ULDs have different specifications and documentation requirements. Differences in damage limitations can occur between ULDs of the same manufacturer, as well as ULDs of different manufacturers. The maximum allowable damage for each specific ULD is typically stated in the applicable Component Maintenance Manual (CMM) issued by the manufacturer. In certain cases, ULD damage limits might be displayed on the ULD. Some airlines impose limits that are more stringent than those contained in the CMM. ULDs, to include containers and pallets, as well as nets and straps that do not comply with relevant regulations may not be transported on a commercial flight. An exception may be made for damaged ULDs that require transport to a repair facility, but only after it has been determined through evaluation by appropriately qualified personnel that such ULDs pose no risk of damage to the aircraft. Non-certified ULDs are not considered removable aircraft holds, and may only be loaded into aircraft holds that are compartment-restraint certified. Guidance may be found in the applicable chapter of the IATA ULD Technical Manual (UTM).
8.2
ULD Loading
ORM-S 8.2.1 If the Provider handles ULDs at the station, the Provider shall have procedures in accordance with requirements of the customer airline(s) to ensure loaded ULDs, whether received or loaded by the Provider, are in compliance with applicable requirements pertaining to ULD loading and load securing. (GM) Guidance Safety requirements typically address the loading of containers and pallets, to include nets and straps, and ULD centre of gravity (CG) offset limits. Each state may have additional or varying regulations and specifications. Guidance may be found in the applicable chapter of the UTM. ORM-S 8.2.2 If the Provider handles ULDs at the station, the Provider shall have procedures in accordance with requirements of the customer airline(s) to ensure ULDs are identified by exterior tags that display information relevant to the ULD and its contents prior to being released for loading into the aircraft. (GM)
ORM-S 29
8.3
ORM-S 30
9.2
9.3
iii) Emergency procedures, including alerting personnel on board the aircraft; iv) Procedures for controlling and reporting fires. (GM) Guidance Guidance may be found in AHM 630 and ACI 2.16.0
9.4
Airside Cleanliness
ORM-S 9.4.1 The Provider shall have procedures to address the spillage of fluids and other materials in station airside areas of operations. (GM) Guidance Procedures would typically focus on the avoidance of and response to fluid spillage in station airside operations, to include containment, reporting and cleanup, in accordance with the requirements of relevant authorities. Other procedures might address spillage of: Toilet waste;
ORM-S 31
9.5
9.6
Passenger Safety
ORM-S 9.6.1 If the Provider conducts ground operations at the station that utilize the ramp surface for passenger embarkation and disembarkation, the Provider shall have procedures or other measures that provide for the protection of passengers moving between the aircraft and a terminal building or ground transportation vehicle. (GM) Guidance To preclude injuries, passenger movement on the ramp between the aircraft and the terminal building or ground transport vehicle is always closely supervised. The route used for such passenger movement is typically clearly designated and visible, equipment and vehicles are clear, and the surface is free of any contamination. Such route is designed so passengers are protected or clear from: Aircraft protrusions; GSE; Fuelling zones; Jet blast or prop wash. Guidance may be found in AHM 630.
ORM-S 32
9.8
ORM-S 33
iii) Compliance with applicable regulations and requirements of the customer airline(s). (GM) Guidance Refer to the ITRM for the definitions of Aircraft Turnaround Coordinator and Aircraft Turnaround Plan. The training and qualification of aircraft turnaround coordinators is addressed in ORM-S 5.13.1. Guidance may be found in AHM 615 and 616.
ORM-S 34
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
Guidance Documenting such information or data is necessary in order to provide a subsequent audit trail, and may be accomplished in writing or by electronic means. Guidance may be found in the IATA Airport Handling Manual (AHM) 590. LOD 1.1.2 The Provider shall have procedures to ensure, in the event of a potential discrepancy associated with the accuracy of weight and balance figures for a flight: i) ii) Relevant or requested information is provided to the pilot-in-command (PIC) without delay; The discrepancy is reported to the customer airline. (Intentionally open)
LOD 1.1.3
LOD 1.1.4 The Provider shall have a process to ensure operational load control records are retained in accordance with requirements of the customer airline(s), to include: i) ii) Training and qualification records for personnel that perform load control functions; Load files for each flight in accordance with requirements of the customer airline(s).
LOD 1.1.5 The Provider shall have a process to ensure weight and balance records are retained for a period in accordance with applicable regulations and/or requirements of the customer airline(s), but no less than a period of three months.
GOSM Ed 2 Rev 0, January 2010 LOD 1
LOD 1.1.8 The Provider shall ensure the load control process includes a standard scheme in accordance with requirements of the customer airline(s) that identifies specific loading positions within each aircraft type for the purpose of planning and positioning the load in the aircraft. (GM) Guidance Refer to the ITRM for the definitions of Bay, Cabin, Cabin Section, Compartment, Deck, Hold and Compartment Section. Typically, each aircraft type would have a standard alphanumeric scheme for the identification of designated positions in areas of the aircraft where a load is carried, to include, as applicable to aircraft type, decks, holds, cabin(s), compartments, bays, or sections. To ensure loading accuracy and prevent errors, procedures and documentation would be structured to ensure the load for each flight is planned and the aircraft loaded in reference to designated positions. Guidance may be found in AHM 505. LOD 1.1.9 The Provider shall ensure the load control process includes a coding scheme in accordance with requirements of the customer airline(s) for presenting load information in load documents, reports and messages for each flight. (GM) Guidance Load information codes are included in various documents, reports and messages. For every flight, those codes identify load categories and provide information in connection with load handling. Guidance may be found in AHM 510. LOD 1.1.10 The Provider shall have procedures to identify and address special loads that do not comply with conventional aircraft loading weight allowances. (GM) Guidance Guidance may be found in AHM 514.
1.2
Load Planning
LOD 1.2.1 The Provider shall have a procedure for load planning that produces instructions to ensure aircraft are loaded in accordance with all applicable requirements. (GM) Guidance The load planning procedure typically takes into consideration, as applicable for each flight; Aircraft preparation for service; Fuel load and distribution; Aircraft equipment, crew, catering; Equipment in cabin (EIC) shipments; Planned deadload; Expected passenger load; Aircraft limitations; Specific requirements of the customer airline (e.g. productivity, fuel efficiency); Special load requirements. Guidance may be found in AHM 536 and 590.
LOD 2
iii) An accurate balance calculation that results in a centre of gravity within fore and aft balance limits for the aircraft type. (GM) Guidance A weight and balance pre-calculation is normally produced when a manual loadsheet is issued or when the aircraft weight and/or balance condition is expected to be close the operational limits. Exceeding maximum structural limits, which includes the structural limits associated with sections, total compartments and a combination of different compartments for each aircraft type, could result in permanent damage to the aircraft. Aircraft trim is determined from the balance calculation, which may be accomplished manually or electronically. If applicable to aircraft operated at the station, procedures would also address the use of an aircraft centre-of-gravity (CG) targeting system. The weight and balance calculation procedures typically result in the load notification document that is presented to the PIC prior to flight departure. Guidance may be found in AHM 513 and 590. LOD 1.3.2 LOD 1.3.3 i) ii) (Intentionally open) The Provider shall have a process to ensure weight and balance calculations:
Are based on current aircraft weight and balance data; Consider limitations defined by the manufacturer and/or imposed by the customer airline;
iii) Take into account the previously planned load. (GM) Guidance Aircraft weight and balance data is typically supplied by the customer airline(s) or aircraft manufacturer. Because such data could be subject to change, a process is necessary to periodically verify that data used for calculations is current and correct. Guidance may be found in AHM 590. LOD 1.3.4 The Provider shall have procedures to ensure the load control process utilizes passenger and baggage weights for weight and balance calculations that are in accordance with requirements of the customer airline(s). (GM) Guidance Weight and balance calculations are typically based on: Standard passenger weights, unless otherwise authorized by the customer airline; Actual or standard baggage weights as specified by the customer airline. Guidance may be found in AHM 530. LOD 1.3.5 The Provider shall have procedures in accordance with requirements of the customer airline(s) to ensure aircraft weight and balance calculations for each flight account for persons traveling on crew seats. (GM)
LOD 3
iii) Transfer ULDs. (GM) Guidance Guidance may be found in AHM 534. LOD 1.3.7 1.3.8 (Intentionally open)
LOD 1.3.9 The Provider shall have procedures to ensure weight and balance calculations for each passenger flight account for the individual or cumulative weights of: i) ii) Hold baggage that exceeds normal allowances; Gate delivery items that exceed normal allowances;
iii) Other non-normal load items. (GM) Guidance Procedures would ensure such information is communicated to the load control office for inclusion in the weight and balance calculations for passenger aircraft. LOD 1.3.10 The Provider shall have procedures in accordance with requirements of the customer airline(s) for the application and use of ballast when necessary to bring the aircraft centre of gravity within operational limits. (GM) Guidance Guidance may be found in AHM 537.
1.4
Loading Instruction/Report
LOD 1.4.1 The Provider shall have a procedure in accordance with requirements of the customer airline(s) to produce and issue a Loading Instruction/Report (LIR), which includes: i) ii) Loading instructions; Transit load, off-load, re-load and onload instructions;
iii) Loading report, with space to record deviations from instructions; iv) Loading certification; v) Summary of special loads; vi) Loading positions for specific holds. (GM) Guidance The instruction/report may be produced in electronic or manual form. The loading report and certification would typically be completed by the loading supervisor (see HDL 2.1.5).
LOD 4 GOSM Ed 2 Rev 0, January 2010
iii) Off-loading certification; iv) Summary of special loads; v) A representation of all loading positions for that specific hold version. (GM) Guidance The instruction/report may be produced in electronic or manual form. The off-loading report and certification would typically be completed by the off-loading supervisor. Certification would normally consist of the supervisors signature. Guidance may be found in AHM 514. LOD 1.4.3 If the Provider issues a manual LIR, the Provider shall have a procedure to ensure the accuracy of manual calculations is verified prior to flight departure. (GM) Guidance Guidance may be found in AHM 514.
1.5
LOD 5
Guidance Refer to the ITRM for the definition of Loadsheet. The Loadsheet would typically be produced in a preliminary version, and then in a final version that would contain all corrections and represent the actual load on the aircraft. Last minute changes (LMC) could be presented to the pilot-in-command in the form of a final Loadsheet, or communicated in the form of corrections to a preliminary Loadsheet. Guidance may be found in AHM 514, 516, 517, 518 and 590. LOD 1.6.2 The Provider shall have procedures to ensure the Loadsheet, prior to issuance to the pilot-in-command, is checked to verify information on the Loadsheet corresponds with the actual load on the aircraft. (GM) Guidance Refer to the ITRM for the definition of Fuelling Order. Guidance may be found in AHM 590, as well as DGR 9.5. LOD 1.6.3 The Provider shall have a procedure to adjust the Loadsheet to account for last minute changes (LMC) to the weight of the load or distribution of the load on the aircraft. (GM) Guidance Guidance may be found in AHM 551. LOD 1.6.4 (Intentionally open)
LOD 1.6.5 The Provider shall ensure the Loadsheet, when transmitted to the aircraft via ACARS, is in a standard format that is in accordance with requirements of the customer airline(s). (GM) Guidance Refer to the ITRM for the meaning of the abbreviation ACARS. Guidance may be found in AHM 518.
1.7
LOD 6
1.8
LOD 8
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
1.2
PAX 1
iii) Old baggage tags and/or labels are removed or obliterated, as applicable; iv) Bags not suitable for secure carriage as checked baggage are refused. (GM) Guidance Bag identification tags are typically made available at the point of passenger check-in. Removal of old checked baggage tags or obliterating old labels would eliminate a potential factor that could lead to confusion as to the destination of the bag. Guidance may be found in AHM 051. PAX 1.2.3 The Provider shall have procedures in accordance with requirements of the customer airline(s) for the check-in of heavy or overweight baggage, and to ensure such baggage is accounted for in the load control process. (GM) Guidance Heavy or overweight baggage would have to be defined in accordance with requirements of the customer airline(s). Typically, baggage more than 23 kgs might be considered heavy, while more than 32kgs is considered as exceeding the maximum weight limit (i.e., overweight). However, weight restrictions may vary with each customer airline. PAX 1.2.4 The Provider shall have procedures to ensure cabin baggage is in compliance with size, weight and quantity limits as specified in applicable regulations and/or by the customer airline(s). (GM) Guidance Size and weight limits will vary with each customer airline or local regulation. Oversized or overweight baggage is typically identified through the use of sizing or weighing devices at each passenger check-in point. PAX 1.2.5 If the Provider utilizes scales to determine the weight of baggage during the passenger check-in process, the Provider shall have a process to ensure such scales are periodically checked and calibrated. (GM) Guidance The accuracy of baggage weight is a critical safety factor and is monitored by many states. The results of the checking and calibration of baggage scales are typically recorded and retained, and where required, are made available for review by relevant authorities. A providers process ensures scales are checked and calibrated periodically. The actual checking and calibration activity might be accomplished by an entity other than the provider (e.g. customer airline, airport authority). Guidance may be found in AHM 534. PAX 1.2.6 The Provider shall have a procedure to ensure duty-free goods or other items that are removed from a passenger during the check-in process and loaded into the aircraft hold: i) ii) Have a baggage tag and/or label that indicates the final destination; Are accounted for in the load control process as checked baggage. (GM)
PAX 2
PAX 1.2.9 The Provider shall have a procedure in accordance with requirements of the customer airline(s) to address, prior to flight departure, passengers that are suspected of having a communicable disease. (GM) Guidance In most circumstances it would not be obvious that a passenger might have a communicable disease. However, procedures are typically in place to permit passenger handling personnel to address situations when one or more passengers do exhibit symptoms of a particular disease, especially when a known outbreak is in progress. Guidance may be found in AHM 181.
1.3
Dangerous Goods
PAX 1.3.1 (Intentionally open)
PAX 1.3.2 The Provider shall have procedures in accordance with requirements of the customer airline(s) to detect and identify dangerous goods that are not permitted to be carried on board the aircraft by passengers. (GM) Guidance Guidance may be found in the IATA Dangerous Goods Regulations (DGR) 9.5, as well as AHM 170. PAX 1.3.3 The Provider shall have a procedure in accordance with requirements of the customer airline(s) to ensure, when it is known that unapproved dangerous goods have been detected being carried by a passenger, or in passenger baggage, a report is submitted to the applicable customer airline. (GM) Guidance Guidance may be found in AHM 170 and in DGR 9.6.2.
1.4
Security
PAX 1.4.1 The Provider shall have a process in accordance with applicable regulations and/or requirements of the customer airline(s) to ensure all passengers and their cabin baggage have been subjected to appropriate security screening prior to being permitted to board the aircraft. (GM) Guidance The requirement for security screening would apply to: Originating and transit passengers; Physically impaired passengers that require a wheelchair; Passengers that have an orthopedic or implanted electronic device.
PAX 3
PAX 1.4.4 The Provider shall have procedures in accordance with applicable regulations and requirements of the customer airline(s) for the handling of passengers and their cabin baggage in the event of: i) ii) A bomb threat condition; An increased security threat condition. (GM)
Guidance Guidance may be found in AHM 051. PAX 1.4.5 The Provider shall have procedures in accordance with applicable regulations and requirements of the customer airline(s) to address security threats, to include, as appropriate to the threat received: i) ii) The handling of passengers and their baggage; Required notifications. (GM)
1.5
Carriage of Weapons
PAX 1.5.1 If the Provider, in accordance with requirements of the customer airline(s), handles passengers that are law enforcement officers or other persons authorized to carry weapons onboard the aircraft in the performance of their duties, the Provider shall have procedures in accordance with applicable laws and/or requirements of the customer airline(s) for the check-in, handling and boarding of such passengers carrying weapons. (GM) Guidance Guidance may be found in the IATA Security Manual (SM) 5.3. PAX 1.5.2 If the Provider handles passengers carrying weapons as specified in PAX 1.5.1, the Provider shall have procedures in accordance with applicable laws and requirements of the customer airline(s) to ensure the pilot-in-command is notified as soon as feasible prior to flight departure, and, if permitted by applicable laws involved, such notification shall include the number and seat locations of the authorized armed persons onboard the aircraft. (GM)
PAX 4
1.6
Guidance Refer to the ITRM for the definitions of Deportee and Inadmissible Passenger. Potentially disruptive passengers could pose a safety hazard to other passengers, crew members or the overall conduct of a flight. Such passengers typically include: Persons that display indications of being intoxicated or demonstrate abnormally abusive or aggressive behavior (physical or verbal); Persons required to travel because they have been the subject of judicial or administrative proceedings (e.g. deportees. illegal immigrants), as well as inadmissible passengers. Guidance may be found in AHM 051 and 120. PAX 1.6.3 The Provider shall have procedures in accordance with requirements of the customer airline(s) for the handling of unaccompanied minors (children). PAX 1.6.4 (Intentionally open)
PAX 5
1.7 1.8
1.9
PAX 6
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
BAG 1.1.3 If the Provider utilizes scales to determine the weight of baggage in the baggage handling process, the Provider shall ensure such scales are periodically checked and calibrated, and such action is recorded and retained in accordance with applicable regulations and/or requirements of the customer airline(s). (GM) Guidance The accuracy of baggage weights is a critical safety factor and is monitored by many states. The results of the checking and calibration of baggage scales are typically recorded and retained, and where required, are made available for review by relevant authorities. A providers process ensures scales are checked and calibrated periodically. The actual checking and calibration activity might be accomplished by an entity other than the provider (e.g. customer airline, airport authority).
GOSM Ed 2 Rev 0, January 2010 BAG 1
iii) Other items removed from a passenger after the check-in process that require loading into the aircraft hold. (GM) Guidance Guidance may be found in AHM 140 and 141. BAG 1.1.5 The Provider shall have procedures in accordance with applicable regulations and requirements of the customer airline(s) for the handling and reporting of undeclared weapons discovered in checked baggage. (GM) Guidance Guidance may be found in the IATA Security Manual (SM) 5.3.
1.2
Dangerous Goods
BAG 1.2.1 The Provider shall have procedures to ensure hold baggage and/or equipment, prior to release for loading into the aircraft, is inspected for signs of substance leakage, and, if leakage of dangerous goods is found, such baggage and/or equipment is prevented from release for loading into the aircraft and: i) ii) An evaluation is conducted to identify and prevent from transport any other baggage or equipment that has become contaminated by such leakage; A notification is made to the applicable authority and customer airline. (GM)
Guidance Equipment would include ULDs, among other items. Guidance may be found in the IATA Dangerous Goods Regulations (DGR) 9.3 and 9.6, as well as AHM 630. BAG 1.2.2 The Provider shall have a procedure in accordance with requirements of the customer airline(s) to ensure, when dangerous goods not permitted for carriage onboard the aircraft are discovered in passenger baggage, a report is made to the appropriate authority of the state of occurrence and the customer airline. (GM) Guidance Guidance may be found in DGR 2.3 and 9.6. BAG 1.2.3 The Provider shall have procedures in accordance with requirements of the customer airline(s) for the acceptance and handling of battery-operated mobility aids for transport as checked baggage to ensure such devices are: i) ii) Subjected to applicable dangerous goods handling and loading requirements; Accounted for in the load control process. (GM)
BAG 2
1.3
Security
BAG 1.3.1 The Provider shall have procedures to ensure baggage is protected from unauthorized interference from the point at which it is accepted or screened, whichever is earlier, until either: i) ii) The Provider loads baggage into the aircraft, departure of the aircraft transporting the baggage; or The point at which the baggage is transferred to and accepted by another entity for further handling. (GM)
Guidance Procedures would address the security of all secure baggage that is transported to the aircraft, to another provider, or over any part of the airport. Where possible, baggage would be loaded into containers at the makeup area and, hence transported to the aircraft for loading. When this cannot be achieved, the baggage would be retained in the makeup area and not moved to planeside any earlier than necessary. In areas where baggage is handled, measures to prevent unauthorized interference typically include, among others: Supervision; Controlled access; Adequate illumination; Video monitoring. Adequate lighting in baggage handling areas would be at a brightness level that would permit effective visual or video surveillance. Guidance may be found in AHM 230 and IATA SM 5.6. BAG 1.3.2 The Provider shall have a process in accordance with applicable regulations and/or requirements of the customer airline(s) to ensure items of originating hold baggage, prior to release for loading into the aircraft, have been: i) ii) Individually identified as accompanied or unaccompanied baggage; Subjected to appropriate security controls. (GM)
Guidance Guidance may be found in IATA SM 5.6. BAG 1.3.3 If required by applicable regulations or requirements of the customer airline(s), the Provider shall have a procedure in accordance with requirements of the customer airline(s) to provide a record of hold baggage that has been subjected to and satisfied the specifications contained in BAG 1.3.2. (GM) Guidance Provision of records in accordance with this provision would only be required if specified by a customer airline or regulatory authority.
BAG 3
1.4
BAG 4
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
1.2
Aircraft Access*
* The following provisions under Subsection 1.2 are applicable to a Provider that opens or closes aircraft access doors during aircraft handling operations.
General HDL 1.2.1 The Provider shall have procedures for the operation of aircraft access doors, applicable to each type of aircraft operated by the customer airline(s) at the station. (GM) Guidance Refer to the ITRM for the definition of Aircraft Access Door. Procedures typically address the operation of cabin access doors, cargo doors and lower compartment doors, and ensure such doors are operated in accordance with applicable instructions.
GOSM Ed 2 Rev 0, January 2010 HDL 1
HDL 1.2.4 The Provider shall have procedures for opening aircraft cabin access doors, applicable to each type of door operated, to ensure: i) ii) Doors are operated in accordance with the technical specifications of the aircraft original equipment manufacturer (OEM) and/or the customer airline; When a door is to be opened from inside the aircraft, communicate a confirmation to personnel onboard the aircraft utilizing non-verbal signals that indicate exterior equipment is in proper position;
iii) Personnel retreat to a safe position before the door is opened. (GM) Guidance Refer to the ITRM for the definitions of Ground Service Equipment (GSE), Integral Airstairs and Plane Mate. Communication from ground handling personnel to indicate equipment is in position and it is safe to open the door normally consists of non-verbal signals, such as: Knocking on the door; A thumb or Thumbs? up. GSE positioned outside a cabin access door might include, as applicable, passenger boarding bridges, passenger boarding steps (stairs), plane mate vehicles or galley servicing vehicles. Once a signal has been communicated to personnel onboard the aircraft, ground handling personnel would then retreat to a safe distance from the aircraft door to prevent injury in the event of an inadvertent deployment of the emergency escape slide. In the case of passenger boarding steps, personnel typically position themselves clear the stairs to ensure no injury if an escape slide were to inadvertently deploy. If it has been communicated to personnel onboard the aircraft that it is safe to open the door (e.g., using two knocks on the outside of the door), and there has been no response, ground handling personnel would normally wait for a short period of time (e.g., slowly count to ten) before repeating the signal. If, after two attempts, personnel onboard the aircraft have not responded appropriately, then ground handling personnel would typically attempt to establish contact with the flight crew using the aircraft intercommunication system or other means. If communication with personnel onboard the aircraft still has not been established, trained and qualified ground handling personnel would typically be permitted to open the door from the exterior in accordance with standard procedures. Guidance may be found in AHM 430 and 630. HDL 1.2.5 The Provider shall have procedures for closing an aircraft cabin access door, applicable to each type of door operated, to ensure ground handling personnel:
HDL 2
iii) Assist the cabin crew member, as necessary, in initiating the door closing movement; iv) Observe the door after closure to confirm it is fully closed. (GM) Guidance Ground handling personnel would provide a timely communication of the existence of any obstructions to personnel onboard the aircraft to prevent damage to the door. Assisting to initiate the door closing movement could prevent possible injuries to the cabin crew member. To determine a door is fully enclosed, ground handling personnel would observe the door seated in the fuselage recess and the exterior door handle in the stowed position. Guidance may be found in AHM 430 and 630. HDL 1.2.6 The Provider shall have procedures for re-opening an aircraft cabin access door after it has been closed, applicable to each type of door operated, to ensure ground handling personnel do not commence the process to re-open a door unless specifically authorized by the pilot-in-command (PIC) of the aircraft. (GM) Guidance Refer to the ITRM for the definition of Pilot-in-Command (PIC). Either the flight crew or ground handling personnel may find it necessary to re-open a cabin access door. Under such circumstances, effective coordination between onboard and exterior personnel would be necessary, and procedures would be implemented to prevent injury to personnel and damage to the aircraft and/or ground support equipment. Should the cabin crew require a door to be re-opened, typically the flight crew would contact the appropriate ground handling personnel to coordinate and authorize such action. In the event the ground handling personnel require a door to be re-opened, appropriate communication with the flight crew would be necessary to gain authorization. Guidance may be found in AHM 430 and 630. HDL 1.2.7 The Provider shall have procedures in accordance with requirements of the customer airline that operates the aircraft for the placement of a safety device across the opening of a cabin access door that is open without GSE in position at the door. (GM) Guidance Normally, cabin access doors would not be open unless GSE is positioned at the door, except when: A restraint device is deployed across the door opening that will prevent a person from falling from the opening; Integral airstairs are deployed; Trained engineering or ground handling personnel are on board or accessing the aircraft, and are using special harnesses. An effective restraint device would typically be designed through use of a risk assessment process to ensure it will prevent personnel from inadvertently falling from an open cabin access door. A full-width door net attached to multiple fuselage anchor points inside the door opening would satisfy the basic fall prevention criterion.
HDL 3
1.3
GSE Movement HDL 1.3.1 The Provider shall have procedures in accordance with requirements of customer airlines for the positioning of marker cones around specific parts of an aircraft for the purpose of preventing damage from the movement of vehicles or GSE. (GM) Guidance Properly placed marker cones create a safety buffer for preventing aircraft ground damage. Guidance may be found in AHM 630. HDL 1.3.2 The Provider shall have procedures to ensure the movement of GSE operated in close proximity to the aircraft, when the vision of the GSE operator is or might be restricted, is directed by one or more guide persons and: i) ii) Marshalling signals are utilized by the guide person(s); The guide person(s) is(are) positioned so that clearance from the aircraft, other equipment, vehicles or facilities can be accurately judged, and signals can be visually communicated to the GSE operator;
iii) If visual contact with the guide person(s) is lost, the GSE operator stops movement of the GSE immediately. (GM) Guidance Procedures would be applicable to all GSE movement operations in close proximity to the aircraft, including movement up to and away from the aircraft fuselage. GSE includes tractors utilized for aircraft ground movement, the operation of which is addressed in Section 7 (AGM) of this manual. Guide persons, who would have to be clearly visible and, to the extent possible, distinguishable from other ground personnel, are responsible for directing the equipment operator to ensure clearance from the aircraft, other equipment, vehicles and facilities. The equipment is stopped when visual contact with the guide person is lost; operation would resume when visual contact has been re-established. Guidance may be found in AHM 630 and 631. HDL 1.3.3 (Intentionally open)
HDL 4
Guidance Refer to the ITRM for the definition of Equipment Restraint Area. As a guide, the second brake check would be made approximately 7.5 meters or 25 feet from the aircraft. Guidance may be found in AHM 630. HDL 1.3.6 The Provider shall have procedures to ensure GSE that is being towed to a position at or near the aircraft, where possible: i) ii) Is driven along a path that does not require sharp turns; Approaches the aircraft on a path parallel to the side of the aircraft fuselage;
iii) Is parked in the parallel position. (GM) Guidance Trains of carts or dollies tend to drift in or reduce the turn radius during cornering. Therefore, to prevent damage to the aircraft, vehicles, other equipment, or injury to personnel, procedures would ensure the driver does not make a sharp turn around an obstacle immediately after passing it. Guidance may be found in AHM 630. HDL 1.3.7 1.3.9 GSE Positioning HDL 1.3.10 The Provider shall have procedures to ensure unattended vehicles or motorized GSE, when positioned at or near the aircraft, except as specified in HDL 1.3.12, have the parking brake applied with the gear selector in park or neutral, and, if equipped, wheel chocks installed. (GM) Guidance A vehicle is considered unattended when the driver is not in the driving position. Guidance may be found in AHM 630. HDL 1.3.11 (Intentionally open) HDL 1.3.12 The Provider shall have procedures to ensure the operator of electrical or motorized GSE that is positioned at or near the aircraft, and is being utilized in the operating mode: i) Remains in a position within easy reach of the emergency controls; (Intentionally open)
HDL 5
Guidance Guidance may be found in AHM 630. HDL 1.3.13 i) ii) The Provider shall have procedures to ensure GSE, when positioned at the aircraft:
If fitted with stabilizers, has the stabilizers deployed; If fitted with an auto-leveling system, has auto-leveling engaged;
iii) Has handrails deployed in the raised position or fall protection is utilized in accordance with local requirements). (GM) Guidance If stairs are positioned at the aircraft for the purpose of passenger boarding or deplaning, cabin access doors would not be opened until the stairway stabilizers are deployed. Stabilizers would remain deployed until the aircraft access door is closed. In situations where handrails are not deployed in the raised position in accordance with subspecification iii), the use of fall protection in accordance with local requirements would be acceptable as an alternate means of conformity. Handrails would be retracted during GSE movement and positioning, and then extended once the equipment is in position at the aircraft. Guidance may be found in AHM 630. HDL 1.3.14 (Intentionally open)
HDL 1.3.15 The Provider should ensure GSE that interfaces with aircraft cabin access doors: has platforms of sufficient width to allow the aircraft door to open and close when the equipment is in position at the aircraft and the safety rails are deployed. (GM) Guidance Guidance may be found in AHM 630. HDL 1.3.16 The Provider shall have procedures to ensure GSE attachment fittings, transfer bridges or platforms are correctly deployed when the equipment is in position at the aircraft access door. (GM) Guidance Guidance may be found in AHM 630. HDL 1.3.17 does not: i) ii) The Provider shall have procedures to ensure GSE, when positioned at the aircraft,
Obstruct the evacuation of persons from the aircraft in an emergency; Prevent or obstruct the movement of a fuelling vehicle away from the aircraft;
iii) Unnecessarily impede the accomplishment of other aircraft handling operations in progress. (GM) Guidance Guidance may be found in AHM 630.
HDL 6
Guidance Guidance may be found in AHM 175 and 630. HDL 1.3.19 1.3.20 (Intentionally open)
HDL 1.3.21 The Provider shall have procedures to ensure GSE is not positioned at the aircraft with the protective rubber bumpers compressed against the fuselage. (GM) Guidance Typically, rubber protective bumpers would be fitted on passenger stairs, passenger loading bridges, conveyer belts, catering vehicles or any other equipment that is in direct contact with the aircraft fuselage skin. Positioning equipment to ensure bumpers are not compressed will allow for settling or movement during servicing, thus decreasing the risk of damage to the aircraft. Guidance may be found in AHM 630. HDL 1.3.22 The Provider shall have procedures to ensure GSE is not removed from a cabin access door unless either: i) ii) The cabin access door has been closed by an authorized person; or A safety device has been placed across the door opening in accordance with HDL 1.2.7. (GM)
Guidance Any procedure used by a provider for removing GSE with a cabin access door open is normally approved by the customer airline that operates the aircraft. Guidance may be found in AHM 430 and 630.
1.4
HDL 1.4.1 The Provider shall have procedures to ensure the walking surfaces of passenger boarding bridges and/or stairs are inspected and free from conditions that could cause injury to passengers or ground handling personnel. (GM) Guidance Ensuring passenger walking surfaces are clean of undesired substances will prevent conditions that could lead to slipping, tripping or falling, and the resulting injuries. Substances that could typically contribute to unsafe walking conditions would include snow, ice, standing water, catering trash, oil, hydraulic fluid or de-icing fluid. Guidance may be found in AHM 634. HDL 1.4.2 The Provider shall have procedures to ensure the passenger boarding bridge is parked in the fully retracted position:
HDL 7
Guidance Guidance may be found in AHM 634 and in the Airports Council International Airside Safety Handbook (ACI) 2.4.0. HDL 1.4.3 The Provider shall have procedures to ensure personnel, equipment and vehicles are clear of the bridge movement path prior to movement of the bridge. (GM) Guidance Guidance may be found in AHM 630. HDL 1.4.4 The Provider shall have procedures to ensure, during the positioning of the passenger boarding bridge: i) ii) Only the bridge operator is in the bridgehead; Other personnel remain at a specified distance outside the bridgehead. (GM)
Guidance Guidance may be found in AHM 630. HDL 1.4.5 The Provider shall have procedures to ensure the passenger boarding bridge is moved slowly to the aircraft cabin access doorsill: i) ii) Until the bridge safety bar just touches the aircraft; In a manner that prevents damage to aircraft components protruding from the fuselage. (GM)
Guidance Protrusions would include various antennae, sensors and probes located near the access door. Guidance may be found in AHM 634 and ACI 2.4.0. HDL 1.4.6 The Provider shall have procedures to ensure the passenger boarding bridge and/or stairs are positioned to the cabin access door in a manner that: i) ii) Minimizes or eliminates gaps in the walking surfaces of the aircraft and equipment; Precludes any gap that would allow a person or large piece of equipment to fall to the ramp surface below. (GM)
Guidance Positioning of the equipment normally takes into account the fore and aft contour of the aircraft fuselage. With certain types of platforms or stairs, a perfect match will not be possible; however, gaps would typically be minimized to a safe level. For deplaning, ground handling personnel would advise the cabin crew of the existence of any gaps. The cabin crew would then be able to alert the passengers and provide assistance as needed. HDL 1.4.7 The Provider shall have procedures to ensure, once the passenger boarding bridge is in position at the cabin access door, bridge safety systems are engaged. (GM) Guidance Guidance may be found in AHM 634 and ACI 2.4.0.
HDL 8 GOSM Ed 2 Rev 0, January 2010
1.5
Aircraft Servicing
Fuelling HDL 1.5.1 The Provider shall have practices and procedures for implementation by ground handling personnel during aircraft fuelling operations, which address: i) ii) Aircraft protection; Fuel safety zone;
iii) Fuel hose safety; iv) Fuel spillage; v) Ground support equipment; vi) Notification of persons onboard the aircraft; vii) Aircraft evacuation. (GM) Guidance Practices and procedures implemented when aircraft fuelling is in progress would be designed to provide for the safety of the aircraft, persons onboard the aircraft and ground handling personnel working on the ramp. Guidance may be found in AHM 634 and ACI 2.8.0. Toilet Servicing HDL 1.5.2 If the Provider conducts aircraft toilet servicing operations, the Provider shall have procedures for such operations that address: i) ii) Operation of aircraft access panels or doors; Operation of aircraft servicing controls;
HDL 9
iii) Equipment-to-aircraft interface; iv) Clean-up and leakage check. (GM) Guidance Guidance may be found in AHM 440. HDL 1.5.4 If the Provider conducts aircraft potable water servicing operations, the Provider shall have procedures for the application of water quality standards in the preparation, handling and inspection of aircraft potable water to ensure no contamination when loaded into the aircraft. (GM) Guidance Potable water systems are susceptible to contamination by bacteria and other micro-organisms that have the potential to cause illness to crew members and passengers. Guidance may be found in AHM 440. HDL 1.5.5 If the Provider conducts aircraft potable water servicing operations, the Provider shall have procedures for the operation of aircraft potable water servicing equipment to ensure such equipment is operated and positioned in a manner that will prevent contamination of potable water to be loaded into the aircraft. (GM) Guidance Guidance may be found in AHM 440.
1.6
Aircraft Security
HDL 1.6.1 (Intentionally open)
HDL 1.6.2 The Provider shall have procedures to ensure, when an aircraft is parked unattended or with no one on board, doors are closed, locked and sealed, and any steps are removed. (GM) Guidance Guidance may be found in AHM 051. HDL 1.6.3 If the Provider conducts aircraft security operations, the Provider shall have procedures in accordance with requirements of the customer airline for securing an aircraft for overnight or layover, to ensure, as applicable to each customer airline: i) The aircraft is searched after parking to verify no persons are onboard;
HDL 10
iii) Aircraft are parked under conditions that permit maximum security and protection. (GM) Guidance Guidance may be found in AHM 051. HDL 1.6.4 If the Provider conducts aircraft security operations, the Provider shall have procedures in accordance with requirements of the customer airline(s) to ensure an adequate level of available outside lighting is utilized during hours of darkness to dissuade and detect unauthorized intrusions to properties, parked aircraft and vehicles. (GM) Guidance The level of lighting in areas where aircraft might be parked during hours of darkness might not be determined or controlled by the provider. In such case, aircraft parking areas would typically be selected in agreement with the customer airline that operates the aircraft. Guidance may be found in AHM 051. HDL 1.6.5 If the Provider conducts aircraft security operations, the Provider shall have procedures in accordance with requirements of the customer airline(s) for conducting an aircraft search prior passenger boarding and immediately after passenger deplaning, and suspicious articles found are brought to the attention of the relevant authority. (GM) Guidance An aircraft search would typically be conducted only in agreement with the customer airline that operates the aircraft. If not specified by the customer airline, then a provider would normally be relieved of conducting such a search. Guidance may be found in AHM 051. HDL 1.6.6 If the Provider conducts aircraft security operations, the Provider shall have procedures in accordance with requirements of the customer airline(s) for ensuring aircraft are guarded or otherwise secured during conditions of elevated security threat. (GM) Guidance The method for securing an aircraft during conditions of elevated security threat would typically be specified in the agreement with the customer airline that operates the aircraft. If not specified by the customer airline, then a provider would normally be relieved from implementing aircraft security measures. Guidance may be found in AHM 051.
1.7
HDL 11
2 2.1
iii) In a manner that prevents damage to the aircraft and injuries to personnel; iv) In a manner that prevents movement or spillage during flight. (GM) Guidance Refer to the ITRM for the definition of Loading Instruction/Report (LIR). Effective procedures ensure precautions are taken during the loading process to prevent aircraft damage and injuries to personnel that could result from, among other things: Failure to employ safe operating practices; Failure to wear personal protection; Exceeding aircraft floor load limitations; Inadequate tie-down and failure to fasten separation nets and door nets; Loading cargo on seats in the passenger cabin; Incorrect opening or closing of aircraft cargo doors; Operation of cargo doors during strong or gusty winds; Failure to use a tail strut or nose wheel weight, if provided; Mishandling of equipment. Guidance may be found in AHM 590 and 630, as well as the IATA Dangerous Goods Regulations (DGR) 9.3. HDL 2.1.2 The Provider shall have procedures to ensure a qualified person is designated as loading supervisor for all aircraft loading and off-loading operations with the responsibility for ensuring the aircraft is loaded or off-loaded in accordance with applicable loading procedures and instructions. (GM) Guidance A loading supervisor is required for all aircraft loading operations. However, whereas a provider would typically provide a qualified supervisor, in certain circumstances the loading supervisor could be provided by the customer airline operating the aircraft (e.g. flying loadmaster). Aircraft loading supervision is an element of the load control process. To qualify as a loading supervisor, personnel of a provider that would act in such capacity typically complete part or all of the load control training curriculum. Guidance may be found in AHM 590 and 630. HDL 2.1.3 The Provider shall have procedures to ensure, prior to being loaded into an aircraft, ULDs and other items are inspected for damage or leakage and, if found damaged or leaking, are not loaded into the aircraft. HDL 2.1.4 The Provider shall have procedures to ensure ULDs to be loaded into an aircraft are crosschecked by unit number with the Loading Instructions. (GM)
HDL 12 GOSM Ed 2 Rev 0, January 2010
2.2
Load Positioning
HDL 2.2.1 The Provider shall have procedures to ensure the ground stability of an aircraft during loading and unloading operations. (GM) Guidance Aircraft ground stability during loading and unloading requires the centre of gravity to remain in a range that does not permit the aircraft from tilting aft and resting on the underside of the aft fuselage (known as tail tipping). HDL 2.2.2 (Intentional open)
HDL 2.2.3 If the Provider loads cargo, mail or stores (supplies) onto a passenger aircraft for transport in cabin passenger seats, the Provider shall have procedures to ensure such cargo: i) Is properly secured by a safety belt or restraint device having enough strength to eliminate the possibility of shifting under all normal anticipated flight and ground conditions; Is packaged or covered in a manner to avoid possible injury to passengers and cabin crew members;
ii)
iii) Does not impose any load on the seats that exceeds the load limitation for the seats; iv) Does not restrict access to or use of any required emergency or regular exit, or aisle(s) in the cabin; v) Does not obscure any passengers view of the seat belt sign, no smoking sign or required exit sign.
HDL 13
iii) Prevents movement that could change the orientation of packages on the aircraft. (GM) Guidance Guidance may be found in DGR 9.3. HDL 2.3.2 The Provider shall have procedures that address a dangerous goods package or shipment that appears to be damaged or leaking, which ensure: i) ii) Such package or shipment is prevented from being loaded into an aircraft; If already loaded, the package or shipment is removed from an aircraft;
iii) In the case of leakage, the conduct of an evaluation to identify and prevent from transport any other cargo, baggage or transport devices that have become contaminated by the leakage of dangerous goods; iv) Immediate notification of the customer airline and relevant authority. (GM) Guidance When a poorly packaged shipment is observed, ground handling personnel would use caution in handling the shipment to prevent the contents from spilling. Guidance may be found in DGR 9.2, 9.3 and 9.4, as well as AHM 630. HDL 2.3.3 The Provider shall have procedures to address the contamination of an aircraft caused by a shipment of damaged or leaking dangerous goods, which ensure: i) ii) The removal of hazardous contamination from the aircraft without delay; Immediate notification of the customer airline and relevant authority. (GM)
Guidance Guidance may be found in AHM 322, 630 and ICAO Annex 18. HDL 2.3.4 The Provider shall have procedures to ensure shipments labeled Cargo Aircraft Only are not loaded into a passenger aircraft. (GM) Guidance A shipment that is restricted from being transported on a passenger aircraft will normally bear a Cargo Aircraft Only label. Procedures (e.g. checking labels prior to loading) would be in place to ensure such shipments are not inadvertently loaded onto a passenger aircraft. Guidance may be found in DGR 4.1, 7.2, 9.3 and Appendix H. HDL 2.3.5 (Intentionally open)
HDL 2.3.6 The Provider shall have procedures to ensure dangerous goods are not loaded onto an aircraft for transport on the flight deck or in the cabin occupied by passengers, except in accordance with limited restrictions specified by the Authority or in the IATA DGR. (GM)
HDL 14
2.4
Loading Equipment
HDL 2.4.1 The Provider shall have procedures to ensure ground loading equipment is positioned at the aircraft with adequate clearance between the aircraft and the equipment to allow for vertical movement of the aircraft during loading or unloading operations. (GM) Guidance Guidance may be found in AHM 630. HDL 2.4.2 The Provider shall have procedures to ensure, once aircraft loading operations have been completed, ground loading equipment is moved to a position well clear of the aircraft. (GM) Guidance Guidance may be found in AHM 630. HDL 2.4.3 The Provider shall have procedures to ensure the guides and safety rails on ground loading equipment are properly deployed for loading and unloading operations. (GM) Guidance Guidance may be found in AHM 630.
2.5
In-plane Loading
HDL 2.5.1 The Provider shall have procedures in accordance with requirements of the customer airline(s) for operation of the in-plane loading system(s). (GM) Guidance Operation of the in-plane loading system is typically addressed in the agreement between a provider and the customer airline. Guidance that refers to the IATA Standard Ground Handling Agreement may be found in AHM 810. HDL 2.5.2 2.5.3 HDL 2.5.4 i) ii) (Intentionally open)
The Provider shall have procedures to ensure ULDs, when loaded into an aircraft:
Are guided into position by side rails and/or stops, locks or guides; Have an unobstructed path into the desired position;
iii) Are prevented from high-speed impact with locks or stops; iv) Have a width and height that will allow clearance without damaging the aircraft door opening or the interior of the aircraft (hold or cargo compartment); v) Are secured by aircraft floor locks. (GM) Guidance When large or heavy items are maneuvered inside an aircraft that has no mechanized loading system, a moveable roller track system is typically used in order to minimize the potential for aircraft damage. A crowbar or similar type of implement would not be used. High-speed impact with mechanical locks or stops will cause damage to the aircraft. Guidance may be found in AHM 630.
GOSM Ed 2 Rev 0, January 2010 HDL 15
HDL 16
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
iii) Surface conditions. (GM) Guidance Guidance may be found in the IATA Airport Handling Manual (AHM) 631. AGM 1.1.2 The Provider shall have procedures to ensure, prior to commencement of an aircraft ground movement operation, personnel involved in the operation understand and are in agreement with how: i) ii) Communication will be performed; The aircraft will be maneuvered. (GM)
AGM 1
iii) Only persons required to perform operating functions are in the operating area and involved in the operation; iv) Standard hand signals are used for non-verbal communication; v) Personnel involved in the operation are positioned away from hazard zones; vi) The general area of the operation is clear of ground support equipment and other obstacles. (GM) Guidance The person assigned responsibility for performance of an aircraft ground movement operation would be considered to be in charge, and in that role would be expected to provide supervisory oversight of the operation and the personnel involved. The operational function of the person assigned as responsible (e.g. headset communicator, tug operator, ramp supervisor or other) will typically vary according to the circumstances and location associated with the specific movement operation. What is most important is that such responsibility is assigned to one person, and all other personnel involved know and recognize the person in charge. A distinctive vest or jacket is typically worn by supervisory personnel. Hand signals used for aircraft ground movement are normally standardized to ensure a common understanding by all personnel involved in the operation. Hand signals used for communication with the flight deck are normally in accordance with requirements of the customer airline that operates the aircraft. Guidance may be found in AHM 631. AGM 1.1.4 The Provider shall have procedures for an inspection of the aircraft exterior and adjacent airside areas prior to aircraft departure or arrival ground movement to verify: i) ii) The ramp surface condition is adequate for movement operations; The ramp surface is clear of items that might cause aircraft foreign object damage (FOD);
iii) For movement from parking, aircraft servicing doors and panels are closed and secure; iv) For movement from parking, power cables and loading bridge are detached; v) Equipment and vehicles are positioned clear of the movement path; vi) Adequate clearance exists between the aircraft and facilities or fixed obstacles along the movement path; vii) For movement from parking, chocks are removed from all wheels. (GM) Guidance Refer to the ITRM for the definition of Aircraft Ground Movement. Prior to any aircraft movement to or from parking, an inspection of the surface of the ramp would be made to determine if such operations can be conducted safely (e.g., snow, ice, slush, etc).
AGM 2
iii) Ground support equipment utilized. (GM) Guidance Guidance may be found in AHM 631. AGM 1.1.6 The Provider shall ensure personnel that perform marshalling or wing-walking functions during aircraft ground movement operations utilize: i) ii) Wands or paddles of a high visibility color during daytime conditions; Lighted wands during low visibility or night conditions. (GM)
1.2
iii) Aircraft marshalling; iv) Aircraft movement assistance; v) Need to transition to towing; vi) Aircraft parking; vii) Aircraft engine shutdown; viii) Ground-to-flight deck communication; ix) Aircraft chocking; x) Release of aircraft parking brake; xi) Application of ground support equipment; xii) Placement of aircraft marker cones. (GM) Guidance Refer to the ITRM for the definition of Aircraft Power-in (Power-out).
AGM 3
AGM 1.3.1 The Provider shall have procedures in accordance with requirements of the customer airline(s) for aircraft power-out from parking that address, as a minimum: i) ii) Pre-departure planning and preparation; Ground to flight deck communication;
iii) Removal of ground support equipment; iv) Removal of aircraft marker cones; v) Aircraft engine start; vi) Removal of chocks; vii) Aircraft marshalling; viii) Aircraft movement assistance; ix) Transition to towing; x) Transition from marshalling to taxiing. (GM) Guidance Refer to the ITRM for the definition of Aircraft Power-in (Power-out).
1.4
Aircraft Marshalling*
* The following provisions under Subsection 1.4 are applicable to a Provider that performs marshalling during aircraft ground movement operations.
AGM 1.4.1 The Provider shall have procedures in accordance with requirements of the customer airline(s) for the conduct of aircraft marshalling operations, to include, as applicable to the type(s) of aircraft ground movement operations conducted: i) ii) Nose gear-controlled pushback and towing; Main gear-controlled pushback;
iii) Powerback; iv) Power-in; v) Power-out. (GM) Guidance Refer to the ITRM for the definitions of Aircraft Marshalling and each type of the aircraft ground movement operation. Marshalling is typically conducted for all aircraft ground movement operations. Guidance may be found in AHM 631. AGM 1.4.2 The Provider shall ensure personnel that perform the marshalling function during aircraft ground movement operations: i) ii) Provide standard marshalling signals in a clear and precise manner; if applicable, are approved to perform marshalling functions by the relevant authority;
iii) Wear a distinctive fluorescent identification vest or jacket to permit positive identification by the flight crew. (GM)
AGM 4
1.5
AGM 1.5.1 The Provider shall have procedures for use by personnel when providing assistance functions during aircraft ground movement operations. (GM) Guidance Assistance is typically required prior to, during or after aircraft pushback, towing, powerback, power-in, and power-out operations. Assistance normally includes, among other functions: Equipment preparation, removal, clearing and/or positioning; Pre-movement walk-around inspection of the aircraft (e.g., doors/panels closed, no damage, pins removed); Check of aircraft surroundings; ensuring equipment and vehicles are clear; Chock insertion or removal; Ensuring aircraft is clear of all obstacles along the movement path (e.g., wing walker). AGM 1.5.2 The Provider shall ensure personnel that perform assistance functions during aircraft ground movement operations: i) ii) Utilize standard hand signals in a clear and precise manner; Wear a distinctive fluorescent identification vest or jacket to permit positive identification by the flight crew. (GM)
Guidance Hand signals used for aircraft ground movement are normally standardized to ensure a common understanding by all personnel involved in the operation. Internationally recognized ground hand signals may be found in AHM 631. Additional guidance may be found in the ACI 2.10.0.
1.6
Aircraft Chocking*
* The following provisions under Subsection 1.6 are applicable to a Provider that provides aircraft chocking during aircraft ground movement operations.
AGM 1.6.1 The Provider shall have a process to ensure aircraft chocks used in operations meet recognized specifications for safety. (GM)
AGM 5
Guidance Chocks left in or near the aircraft movement area become objects that could cause aircraft foreign object damage (FOD). Guidance for aircraft chocking may be found in AHM 630.
AGM 6
2.1
Procedures
General AGM 2.1.1 The Provider shall have procedures for aircraft pushback or towing that are in accordance with requirements of the customer airline(s) and/or recommendations of the aircraft manufacturer for each type of aircraft, and such procedures shall ensure maximum nose gear turn limits are not exceeded. (GM) Guidance Refer to the ITRM for the definitions of Aircraft Pushback and Aircraft Towing. Guidance may be found in AHM 631. AGM 2.1.2 The Provider shall have procedures to ensure, during aircraft pushback or towing operations, verbal communication between ground handling personnel and the flight deck is conducted using common phraseology that has been agreed to in advance. (GM) Guidance Typically such verbal communication takes place between a member of the ground handling crew (e.g. tug driver) and the flight crew using a wired or wireless connection to the aircraft intercommunication system. The use of common phraseology, which would be in accordance with requirements of the customer airline that operates the aircraft, is important to ensure a common understanding by both parties. Guidance may be found in AHM 631. AGM 2.1.3 The Provider shall have procedures for aircraft pushback or towing to ensure chocks are not removed from the aircraft main gear until the: i) ii) Tractor and towbar are connected to the aircraft nose gear; Parking brake of the tractor is engaged. (GM)
Guidance Guidance may be found in AHM 631. AGM 2.1.4 The Provider shall have procedures for aircraft pushback or towing to ensure, for aircraft fitted with a nose gear steering by-pass system, the by-pass pin: i) ii) Is correctly installed prior to connecting the towbar or towbarless tractor to the aircraft nose gear; Is removed after the towbar or towbarless tractor has been disconnected from the nose gear. (GM)
Guidance Guidance may be found in AHM 631. AGM 2.1.5 The Provider shall have procedures for aircraft pushback or towing to ensure, for aircraft not fitted with a nose gear steering by-pass system, the steering hydraulic system is depressurized or the nose gear steering torque links are disconnected (as applicable). (GM)
AGM 7
AGM 2.1.12 The Provider shall have procedures for aircraft pushback or towing to ensure a tractor connected to the aircraft is not left unattended with the engine running. (GM) Guidance Guidance may be found in AHM 631. AGM 2.1.13 The Provider shall have procedures for aircraft pushback or towing to ensure, prior to the commencement of movement, the tractor operator verifies: i) ii) If feasible, the tractor is in line with the centerline of the aircraft; The wheels on the towbar, if applicable, are fully retracted;
AGM 8
Guidance Guidance may be found in AHM 631. AGM 2.1.21 The Provider shall have procedures for aircraft pushback operations to ensure, when the pushback operation is in progress, ground handling personnel do not attempt to step across or over the towbar. (GM) Guidance Guidance may be found in AHM 631. AGM 2.1.22 The Provider shall have procedures to ensure, during aircraft pushback operations: i) ii) Communication with the flight deck is conducted in a manner that eliminates the need for personnel to walk in close proximity to the aircraft nose gear, towbar or tractor; A backup method of communication between ground handling personnel and the flight deck is in place for implementation should the primary method fail;
iii) The flight deck is notified immediately in the event any connection between the tractor and the aircraft is lost during the operation. (GM) Guidance Typically, procedures would ensure verbal communication from the tractor operator to the flight deck is achieved using a flexible cord from the aircraft to the tractor operator, or use of a cordless system.
GOSM Ed 2 Rev 0, January 2010 AGM 9
AGM 10
iii) When communication is lost during a towing operation, movement is immediately stopped. (GM) Guidance Communication would normally utilize the aircraft inter-communication system. Back-up signals are established in the event the inter-communication system link becomes inoperative. The brake rider is the person that would be required to stop the aircraft using the aircraft brake system in the event control of towing movement by the tractor was lost. Guidance may be found in AHM 631. AGM 2.1.34 The Provider shall have procedures for aircraft towing to ensure, if the aircraft is about to overtake the tractor, the tractor operator notifies the flight deck immediately to stop movement using gentle brake application. (GM) Guidance Notification normally would be made using the aircraft inter-communication system, but could include other signals (e.g., horn signal). Guidance may be found in AHM 631. AGM 2.1.35 The Provider shall have procedures for aircraft towing to ensure, when towing on ice or snow, the tractor operator: i) ii) Maintains a reduced towing speed, particularly before entering a turn; Avoids stopping movement in a turn, to the extent possible. (GM)
Guidance Guidance may be found in AHM 631. AGM 2.1.36 The Provider shall have procedures for aircraft towing to ensure, when towing on a down slope, the tractor operator maintains a very low speed to prevent the aircraft from overtaking the tractor. (GM) Guidance Guidance may be found in AHM 631. AGM 2.1.37 The Provider shall have procedures for aircraft towing to ensure, when towing in low visibility or night conditions, the aircraft is illuminated so it can be seen. (GM)
AGM 11
AGM 12
3.1
Procedures
AGM 3.1.1 The Provider shall have procedures for aircraft pushback to ensure, prior to connection of a tractor to the aircraft main gear, a check of the remote control system is made, at a normal operating distance, to verify the system is functional. (GM) Guidance Guidance may be found in AHM 631. AGM 3.1.2 The Provider shall have procedures for aircraft pushback to ensure, while positioning a main gear tractor for connection to the aircraft, ground handling personnel verify the tractor unit is appropriately configured for the aircraft type. (GM) Guidance Guidance may be found in AHM 631. AGM 3.1.3 The Provider shall have procedures for aircraft pushback to ensure the main gear tractor operator uses standard terminology to communicate instructions to the flight deck for steering the aircraft along the desired rearward pushback path. (GM) Guidance The tractor operator, who controls the main gear tractor remotely, provides steering instructions to the flight deck. The steering function is accomplished by the flight crew or other personnel on the flight deck using the aircraft nose wheel steering system. A mutual understanding of the meaning of all steering instructions by the tractor operator and flight deck personnel would be necessary to ensure the aircraft remains on the desired rearward movement path. Following are examples of standard terms and phrases that could be used as steering instructions to the flight deck: Left, left Apply left steering; Right, right Apply right steering; Steady hold steering in current position; Reduce turn reduce steering angle; Neutral place steering in neutral position; Rollers are open standby for hand signals. Guidance may be found in AHM 631. AGM 3.1.4 The Provider shall have procedures for aircraft pushback to ensure the main gear tractor operator notifies the flight deck immediately in the event of an equipment malfunction during the operation. (GM) Guidance The flight crew or other personnel on the flight deck would ensure, at the end of the pushback, a gentle brake application in stopping the rearward movement of the aircraft to prevent the fuselage from tipping aft. Guidance may be found in AHM 631.
AGM 13
AGM 14
Procedures
AGM 4.1.1 The Provider shall ensure aircraft powerback operations are conducted in accordance with the approval and limitations of relevant authorities. (GM) Guidance Factors typically considered in the risk assessment for approval of aircraft powerback operations include: Jet or propeller blast; Surface conditions; Noise levels; Communication with other users (to prevent conflicting operations); Maneuvering space. Guidance may be found in AHM 631 and ACI 2.10.0. AGM 4.1.2 The Provider shall ensure aircraft powerback operations are conducted with a ground handling crew that comprises, as a minimum, one marshaller and two wing walkers; the marshaller is assigned responsibility for the safe performance of the operation. (GM) Guidance The marshaller would be considered to be in charge of the operation, and in that role would be expected to provide supervisory oversight. Guidance may be found in AHM 631. AGM 4.1.3 The Provider shall have procedures for aircraft powerback to ensure wireless communication is the primary method of communication between the marshaller and the flight deck. (GM) Guidance The use of hand signals may serve as a secondary method of communication. AGM 4.1.4 The Provider shall have procedures for aircraft powerback to ensure the marshaller wear protective goggles in addition to normal personal protective equipment. (GM) Guidance The use of reverse thrust from the aircraft engines causes airborne debris to move forward of the aircraft, which, without protection, could cause eye damage to the marshaller. Wing walkers could be subjected to flying debris as well, and therefore would also typically wear protective goggles. AGM 4.1.5 The Provider shall have procedures to ensure aircraft powerback operations are not conducted when: i) ii) The departure gate is not approved for such operations; The entire area of the operation is not adequately lighted;
iii) Visibility is restricted due to weather conditions; iv) An accumulation of ice, snow or slush is on the movement surface;
AGM 15
Guidance Final forward movement of the aircraft prevents the possibility of the fuselage tipping aft due to braking forces. Guidance may be found in AHM 631.
AGM 16
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms, are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 1.1
CGM 1.1.4 The Provider shall have procedures to ensure cargo and/or mail for air transport is accepted and handled in accordance with applicable regulations and requirements of the customer airline(s). (GM) Guidance Cargo is accepted under the terms of the Operations Manual (OM) of the customer airline(s), which typically specifies procedures designed to ensure acceptance personnel establish the actual weight of cargo by weighing, and the cargo has been packed in a manner that: Ensures safe transport with ordinary care in handling; Precludes injury or damage to any person, cargo or property. Interline cargo also typically complies with requirements of the receiving airline(s).
GOSM Ed 2 Rev 0, January 2010 CGM 1
iii) Damage is documented; iv) The customer airline is notified. (GM) Guidance Guidance may be found in IATA Airport Handling Manual (AHM) 320. CGM 1.1.6 If the Provider utilizes scales to determine the weight of cargo, the Provider shall have a process to ensure scales utilized to determine the weight of cargo intended for air transport are periodically checked and calibrated, and such actions are recorded and retained in accordance with applicable regulations and/or requirements of the customer airline(s). (GM) Guidance Such scales might be referred to as weigh bridges. A providers process ensures scales are checked and calibrated periodically. The actual checking and calibration activity might be accomplished by an entity other than the provider (e.g. customer airline, airport authority). Guidance may be found in AHM 534. CGM 1.1.7 The Provider should ensure cargo handling facilities have specifically configured areas appropriate for the storage of special cargo. (GM) Guidance Special cargo includes dangerous goods, human remains, live animals, perishables, valuable cargo, fragile goods, diplomatic cargo and mail. Such items could have separation requirements as specified in the appropriate IATA manual(s) and, additionally, might be governed by local rules or regulations. Information relative to storage of cargo is typically found in the OM of the customer airline(s).
1.2
Dangerous Goods
CGM 1.2.1 Where dangerous goods are accepted for air transport, the Provider shall have procedures in accordance with requirements of the customer airline(s), to include the use of a Dangerous Goods Acceptance Checklist, to verify dangerous goods shipments are accepted in accordance with all applicable requirements for transportation on an aircraft. Procedures shall ensure, as applicable to specific dangerous goods shipments: i) ii) Documentation is in accordance with requirements for shipments of radioactive and nonradioactive material; The quantity of dangerous goods per package is within applicable limits;
iii) The marking of packages, overpacks, freight containers or unit load devices (ULDs) is visible and in agreement with the accompanying Shipper's Declaration of Dangerous Goods;
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iii) The NOTOC and, when used, the NOTOC Summary. (GM) Guidance Refer to the ITRM for the definition of NOTOC (Notification of Captain). A minimum of one copy of each document associated with each dangerous goods shipment is typically retained on file for three months or, if required by regulations of the state in which operations are conducted, a longer period of time. Guidance may be found in DGR Sections 8 and 9. CGM 1.2.4 The Provider shall have procedures in accordance with the customer airline(s) to ensure English, in addition to the language required by the State of Origin, is used for markings and transport documents related to the shipment of dangerous goods. (GM) Guidance Refer to the ITRM for the definition of State of Origin. Guidance may be found in DGR Sections 2 and 7 CGM 1.2.5 The Provider shall have procedures to ensure ULDs containing dangerous goods have a dangerous goods ULD tag that is marked with the class or division number(s) of the dangerous goods contained therein, and, if the ULD contains packages bearing a Cargo Aircraft Only label, the tag indicates the ULD can only be loaded onto a cargo aircraft. (GM)
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iii) In the case of leakage, an evaluation is conducted to ensure the remainder of the shipment is in proper condition for transport by air and that no other package, cargo, ULD, other transport device has been contaminated or damaged. (GM) Guidance Guidance may be found in DGR Section 9. CGM 1.2.7 (Intentionally open) CGM 1.2.8 The Provider shall have a process to ensure, when dangerous goods hazard and handling labels are discovered to be lost, illegible or detached from dangerous goods shipments subsequent to the time of acceptance, such labels are replaced in accordance with the information provided on the Shippers Declaration for Dangerous Goods. Such requirement for the replacement of labels shall not apply where labels are found to be missing or illegible at the time of acceptance. (GM) Guidance Guidance may be found in DGR Section 9. CGM 1.2.9 The Provider shall have procedures to ensure dangerous goods are separated from other cargo or incompatible materials in accordance with published category restrictions. (GM) Guidance Loading requirements contained in DGR Section 9 primarily address dangerous goods compatibility restrictions on an aircraft. Similar separation requirements would be implemented for stowage of these materials in a cargo facility and for transportation to the aircraft. Guidance may be found in DGR Section 9. CGM 1.2.10 (Intentionally open)
CGM 1.2.11 The Provider shall ensure notices providing information about the transportation of dangerous goods are prominently displayed at cargo acceptance locations. (GM) Guidance Such requirement would apply even at locations where only general cargo is accepted. Guidance may be found in DGR Section 9. CGM 1.2.12 The Provider shall have procedures to ensure packages or overpacks containing dangerous goods and labeled Cargo Aircraft Only are loaded only onto a cargo aircraft, and are loaded either: i) In a class C aircraft cargo compartment, or
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iii) In such a manner that in the event of an emergency involving such packages or overpacks, a crew member or other authorized person can access those packages or overpacks, and can handle and, where size and weight permit, separate such packages from other cargo. (GM) Guidance Refer to the ITRM for the definition of Cargo Compartment Classifications. Guidance may be found in DGR Section 9. CGM 1.2.13 The Provider shall have a process to ensure applicable information associated with dangerous goods to be loaded onto an aircraft is communicated to the load control office. (GM) Guidance Information communicated to the load control office typically includes, as applicable to the specific dangerous goods shipment: The Air Waybill number (when issued); The proper shipping name, supplemented with the technical name(s), where required, and UN or ID number; The class or division and subsidiary risk(s) corresponding to the label(s) applied and for Class 1, the compatibility group; The packing group; For non-radioactive material, the number of packages, the net quantity or gross weight, if applicable, of each package; For radioactive material, the number and category of packages, overpacks or freight containers and the transport index and dimensions for each, if applicable; Whether the package is restricted to cargo aircraft only; The airport at which the package(s) is to be unloaded; Where applicable, an indication the dangerous goods are being carried under a state exemption; The ULD ID code.
1.3
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1.4
1.5
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2.2
Operations
CGM 2.2.1 The Provider shall ensure security controls are applied to cargo and mail consignments accepted for transport on a commercial passenger flight, and such controls are in accordance with the applicable state civil aviation security program and requirements of the customer airline(s). (GM) Guidance Refer to the ITRM for the definitions of Regulated Agent and Known Shipper. ICAO Annex 17 requires security controls to be applied to cargo and mail consignments tendered for transportation on commercial passenger flights. States typically authorize use of physical or technical measures, as well as regulated agent or known shipper/consignor programs. CGM 2.2.2 The Provider shall ensure cargo and mail consignments accepted for transport on an all-cargo flight are subjected to the security requirements of the applicable state(s) and/or controls commensurate with the security threat as determined by risk assessment. (GM) Guidance Refer to the ITRM in this manual for the definition of Security Threat, which defines threat levels. It is generally considered that the primary threat to all-cargo operations is an aircraft being commandeered for use as a weapon of mass destruction. ICAO Annex 17 (4.6.6) recommends that the application of security controls required by states be based on the security threat level as determined by risk assessment. CGM 2.2.3 The Provider shall have procedures to ensure cargo and mail is protected from unauthorized interference from the point security controls are applied until departure of the aircraft. (GM)
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iii) Presented with documents corresponding to the cargo being delivered; iv) Protected from unauthorized access;
v)
Guidance Guidance may be found in the IATA Security Manual. CGM 2.2.7 2.2.9 (Intentionally open)
Regulated Agent and Known Shipper Programs CGM 2.2.10 The Provider shall ensure, where a regulated agent program exists, the handling of known cargo and the application of controls to secure unknown cargo is accomplished by a Regulated Agent. (GM) Guidance Refer to the ITRM in this manual for the definitions of Known Cargo and Unknown Cargo. Known cargo is no longer considered secure once transferred to an unknown or unregulated entity. Therefore, the provider would have to be, or utilize the services of, a Regulated Agent to
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Guidance Refer to the ITRM in this manual for the definitions of Known Shipper. States determine what constitutes appropriate security controls. Some may not permit acceptance of cargo or mail from other than Regulated Agents and/or known shippers. As part of its security program, a Provider may consider a cargo consignment accepted from a Regulated Agent and/or known shipper as meeting required security provisions unless such consignment is identified as unknown cargo. Additional guidance may be found in the IATA Security Manual and in the IATA Security Management System (SeMS) for Air Transport Operators, Cargo Security Addendum. CGM 2.2.12 The Provider shall ensure, where a regulated agent or known shipper program exists, cargo and mail shipments accepted from other than regulated agents or known shippers (unknown cargo) for transport on a commercial passenger flight are subjected to appropriate security controls, to include: i) ii) Documentation as to the identity and details of the shipment; Physical search or screening either electronically or by other means. (GM)
Guidance ICAO Annex 17 requires cargo and mail to be accounted for by a regulated agent program or be subjected to appropriate security controls. Individual states determine what constitutes appropriate security controls. Some may not permit acceptance of cargo or mail from other than regulated agents/known consignors. If the Provider applies security controls, he shall be a regulated entity in the State of application of those controls. Additional details may be found in the IATA Security Manual and the IATA Security Management System (SeMS) for Air Transport Operators, Cargo Security Addendum. CGM 2.2.13 The Provider shall ensure, where cargo security is not accounted for by a regulated agent and/or known shipper/consignor program, security controls applied to cargo shipments for transport on a commercial passenger flight are in compliance with requirements of: i) ii) The state where such cargo is accepted; Other states with requirements applicable to such cargo shipments. (GM)
Guidance To ensure compliance, consideration is given to implementation of a cargo security regime that meets or exceeds the recommendations of IATA CSC RP 1630 and/or the IATA Security Management System (SeMS) for Air Transport Operators (Cargo Security Addendum).
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