Académique Documents
Professionnel Documents
Culture Documents
2nd Edition
2nd Edition
NOTICE
DISCLAIMER. The information contained in this
publication is subject to constant review in the light
of changing government requirements and regulations. No subscriber or other reader should act on
the basis of any such information without referring
to applicable laws and regulations and/or without
taking appropriate professional advice. Although
every effort has been made to ensure accuracy, the
International Air Transport Association shall not be
held responsible for any loss or damage caused by
errors, omissions, misprints or misinterpretation of
the contents hereof. Furthermore, the International
Air Transport Association expressly disclaims any
and all liability to any person or entity, whether a
purchaser of this publication or not, in respect of
anything done or omitted, and the consequences
of anything done or omitted, by any such person or
entity in reliance on the contents of this publication.
Opinions expressed in advertisements appearing in
this publication are the advertisers opinions and do
not necessarily reflect those of IATA. The mention
of specific companies or products in advertisement
does not imply that they are endorsed or recommended by IATA in preference to others of a similar nature which are not mentioned or advertised.
International Air Transport Association. All
Rights Reserved. No part of this publication may
be reproduced, recast, reformatted or transmitted in any form by any means, electronic or
mechanical, including photocopying, recording or any information storage and retrieval system, without the prior written permission from:
Senior Vice President
Safety, Operations & Infrastructure
International Air Transport Association
800 Place Victoria
P.O. Box 113
Montreal, Quebec
CANADA H4Z 1M1
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
Mike OBrien
Signature
Date
February 2010
Jean-Luc Boutillier
(IPO) Processed
Assistant Director,
Quality
Guenther Matschnigg
ISAGO Standards Board,
Chairman
February 2010
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
Purpose .........................................................................................................................INTRO 1
Structure ........................................................................................................................INTRO 1
Operational Audit...........................................................................................................INTRO 2
English Language..........................................................................................................INTRO 3
Conflicting Information...................................................................................................INTRO 4
10
Definition........................................................................................................................INTRO 4
11
12
Authority.........................................................................................................................INTRO 4
1.1
1.2
1.3
1.4
Communication............................................................................................................ ORM-H 4
1.5
1.6
1.7
1.8
TOC 1
2.1
2.2
2.3
3.1
3.2
3.3
3.4
3.5
3.6
3.7
4.1
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
6.1
6.2
7.1
7.2
7.3
TOC 2
Table of Content
1.1
1.2
1.3
1.4
Communication.......................................................................................................... ORM-HS 4
1.5
1.6
1.7
1.8
2.1
2.2
2.3
3.1
3.2
3.3
3.4
3.5
3.6
3.7
4.1
4.2
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
5.11
TOC 3
5.13
6.1
6.2
6.3
6.4
7.1
7.2
7.3
8.1
8.2
8.3
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
Communication.............................................................................................................ORM-S 3
1.5
Management Review....................................................................................................ORM-S 4
1.6
Provision of Resources.................................................................................................ORM-S 5
1.7
Risk Management.........................................................................................................ORM-S 6
1.8
2.1
2.2
2.3
3.1
3.2
3.3
Safety Program...........................................................................................................ORM-S 12
3.4
3.5
3.6
3.7
4.1
4.2
5.1
5.2
5.3
5.4
5.5
5.6
5.13
6.1
6.2
6.3
Contingency Planning.................................................................................................ORM-S 24
6.4
TOC 5
7.1
7.2
7.3
8.1
8.2
ULD Loading...............................................................................................................ORM-S 29
8.3
9.1
Supervision .................................................................................................................ORM-S 31
9.2
9.3
9.4
9.5
9.6
9.7
9.8
10
10.1
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.1
1.2
1.3
1.4
Security............................................................................................................................. PAX 3
TOC 6
Table of Content
1.5
1.6
1.7
1.8
1.9
1.1
1.2
1.3
Security............................................................................................................................. BAG 3
1.4
1.1
1.2
1.3
1.4
1.5
1.6
1.7
2.1
2.2
2.3
2.4
2.5
TOC 7
1.1
1.2
1.3
1.4
1.5
1.6
2.1
3.1
4.1
1.1
1.2
1.3
1.4
1.5
2.1
Facilities........................................................................................................................... CGM 7
2.2
OPERATIONS....................................................................................... CGM 7
TOC 8
Date
Title Page
N/A
N/A
Disclaimer
N/A
N/A
N/A
February 2010
Table of Contents
TOC 1 TOC 8
February 2010
LEP 1 LEP 2
February 2010
Record of Revisions
REC 1 REC 2
February 2010
Revision Highlights
REV 1 REV 28
February 2010
Foreword
FWD 1 FWD 2
February 2010
Applicability
APP 1 APP 2
February 2010
Introduction
INTRO 1 INTRO 4
February 2010
ORM-H 1 ORM-H 38
February 2010
ORM-HS 1 ORM-HS 46
February 2010
ORM-S 1 ORM-S 34
February 2010
LOD 1 LOD 8
February 2010
PAX 1 PAX 6
February 2010
Section 1
Organization and Management (OMR-HS)
Section 1
Organization and Management (OMR-S)
Section 2
Load Control (LOD)
Section 3
Passenger Handling (PAX)
LEP 1
Section 4
Baggage Handling (BAG)
BAG 1 BAG 4
February 2010
HDL 1 HDL 16
February 2010
AGM 1 AGM 16
February 2010
CGM 1 CGM 9
February 2010
Section 5
Aircraft Handling and Loading (HDL)
Section 6
Aircraft Ground Movement (AGM)
Section 7
Cargo and Mail Handling (CGM)
LEP 2
RECORD OF REVISIONS
Edition Number
Revision Number
Issue Date
Effective Date
First Edition
Revision 0
May 2008
May 2008
Second Edition
Revision 0
February 2010
May 2010
REC 1
REC 2
Description of Change
General
All provisions are updated to the 2010 version of the AHM and DGR.
General
General
ORM Section(s)
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.
ORM-H Section
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)
ORM-HS Section
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.
ORM-S Section
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 2 8
Sections re-named to account for the consolidation of the existing OMS and STM
sections into the new ORM section; Section 8 is eliminated.
REV 1
Area Changed
General
List of GOSM sections is changed to reflect new ORM section and the re-naming of the other
sections.
Wording was revised (editorial due to conversion to International English).
Wording revised for technical correctness and clarity.
Description of GM Change
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
Wording revised to address the applicability of each ORM section depending on the type of aud
being conducted.
ORM - H
ORM-H 1
No revision
N/A
ORM-H 1.1
No revision
N/A
ORM-H 1.1.1
ORM-H 1.1.2
ORM-H 1.2
No revision
N/A
ORM-H 1.2.1
ORM-H 1.2.2
ORM-H 1.2.3
No revision
ORM-H 1.2.4
ORM-H 1.2.5
No revision
ORM-H 1.2.6
ORM-H 1.3
Intentionally open
Intentionally open
ORM-H 1.4
No revision
N/A
ORM-H 1.4.1
No revision
ORM-H 1.4.2
New standard
New guidance
ORM-H 1.5
No revision
N/A
ORM-H 1.5.1
ORM-H 1.6
No revision
N/A
ORM-H 1.6.1
ORM-H 1.6.2
No revision
Guidance extended
ORM-H 1.6.3
No revision
No revision
REV 2
Revisions Highlights
"corporate" eliminated
ORM-H 1.6.4
Intentionally open
ORM-H 1.6.5
ORM-H 1.7
No revision
N/A
ORM-H 1.7.1
Standard extended
GM extended
ORM-H 1.7.2
ORM-H 1.8
No revision
N/A
ORM-H 1.8.1
No revision
ORM-H 2
No revision
N/A
ORM-H 2.1
No revision
N/A
ORM-H 2.1.1
Guidance extended
ORM-H 2.1.2
No revision
ORM-H 2.2
No revision
N/A
ORM-H 2.2.1
ORM-H 2.2.2
No revision
ORM-H 2.3
No revision
N/A
ORM-H 2.3.1
ORM-H 3
No revision
N/A
ORM-H 3.1
Intentionally open
ORM-H 3.2
Intentionally open
ORM-H 3.3
N/A
ORM-H 3.3.1
ORM-H 3.3.2
ORM-H 3.3.3
New guidance
ORM-H 3.3.4
Intentionally open
Intentionally open
ORM-H 3.3.5
Intentionally open
Intentionally open
ORM-H 3.3.6
Intentionally open
Intentionally open
ORM-H 3.3.7
ORM-H 3.4
N/A
ORM-H 3.4.1
ORM-H 3.4.2
REV 3
N/A
ORM-H 3.4.4
ORM-H 3.4.5
ORM-H 3.4.6
Intentionally open
Intentionally open
ORM-H 3.4.7
Intentionally open
Intentionally open
ORM-H 3.4.8
Intentionally open
Intentionally open
ORM-H 3.4.9
Intentionally open
Intentionally open
ORM-H 3.4.10
ORM-H 3.4.11
ORM-H 3.4.12
ORM-H 3.5
Intentionally Open
Intentionally Open
ORM-H 3.6
N/A
ORM-H 3.6.1
ORM-H 3.6.2
ORM-H 3.6.3
N/A
ORM-H 3.7
N/A
ORM-H 3.7.1
ORM-H 4
No revision
N/A
ORM-H 4.1
No revision
N/A
ORM-H 4.1.1
Guidance extended
ORM-H 4.1.2
New guidance
ORM-H 4.1.3
ORM-H 4.1.4
New guidance
ORM-H 5
No revision
N/A
ORM-H 5.1
N/A
REV 4
Revisions Highlights
ORM-H 5.1.1
ORM-H 5.1.2
N/A
ORM-H 5.1.3
N/A
ORM-H 5.1.4
N/A
ORM-H 5.1.5
N/A
ORM-H 5.1.6
N/A
ORM-H 5.2
No revision
N/A
ORM-H 5.2.1
ORM-H 5.2.2
N/A
ORM-H 5.2.3
N/A
ORM-H 5.2.4
N/A
ORM-H 5.3
No revision
N/A
ORM-H 5.3.1
ORM-H 5.3.2
No revision
ORM-H 5.3.3
No revision
ORM-H 5.3.4
N/A
ORM-H 5.3.5
Intentionally open
Intentionally open
ORM-H 5.3.6
Intentionally open
Intentionally open
ORM-H 5.3.7
Intentionally open
Intentionally open
ORM-H 5.3.8
Intentionally open
Intentionally open
ORM-H 5.3.9
Intentionally open
Intentionally open
ORM-H 5.3.10
New standard
New guidance
ORM-H 5.3.11
New guidance
ORM-H 5.3.12
N/A
ORM-H 5.3.13
ORM-H 5.4
No revision
N/A
ORM-H 5.4.1
ORM-H 5.5
No revision
N/A
ORM-H 5.5.1
ORM-H 5.6
No revision
N/A
ORM-H 5.6.1
ORM-H 5.7
No revision
N/A
REV 5
ORM-H 5.7.1
ORM-H 5.8
No revision
N/A
ORM-H 5.8.1
ORM-H 5.9
No revision
N/A
ORM-H 5.9.1
ORM-H 5.10
No revision
N/A
ORM-H 5.10.1
ORM-H 5.10.2
ORM-H 5.10.3
ORM-H 5.10.4
ORM-H 5.11
No revision
N/A
ORM-H 5.11.1
ORM-H 5.12
No revision
N/A
ORM-H 5.12.1
ORM-H 5.13
No revision
N/A
ORM-H 5.13.1
ORM-H 6
No revision
N/A
ORM-H 6.1
No revision
N/A
ORM-H 6.1.1
ORM-H 6.1.2
New guidance
ORM-H 6.1.3
ORM-H 6.1.4
New standard
New guidance
ORM-H 6.2
N/A
ORM-H 6.2.1
ORM-H 7
No revision
N/A
ORM-H 7.1
New Subsection
N/A
ORM-H 7.1.1
New standard
New guidance
ORM-H 7.2
N/A
ORM-H 7.2.1
ORM-H 7.2.2
N/A
REV 6
Revisions Highlights
previously OMS 7.1.2
ORM-H 7.3
N/A
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
N/A
ORM-H 7.3.7
N/A
ORM-H 7.3.8
N/A
ORM-H 7.3.9
N/A
ORM-H 7.3.10
N/A
ORM-HS
New section
ORM-S 1
No revision
N/A
ORM-S 1.1
No revision
N/A
ORM-S 1.1.1
Guidance extended
ORM-S 1.1.2
New guidance
ORM-S 1.2
No revision
N/A
ORM-S 1.2.1
New standard
New revision
ORM-S 1.2.2
Intentionally open
Intentionally open
ORM-S 1.2.3
New guidance
ORM-S 1.2.4
New guidance
ORM-S 1.2.5
New guidance
ORM-S 1.2.6
New guidance
ORM-S 1.3
Intentionally Open
Intentionally Open
ORM-S 1.4
No revision
N/A
ORM-S 1.4.1
New guidance
ORM-S 1.4.2
No revision
ORM-S 1.5
No revision
N/A
ORM-S 1.5.1
New guidance
REV 7
No revision
N/A
ORM-S 1.6.1
New guidance
ORM-S 1.6.2
New guidance
ORM-S 1.6.3
New standard
New guidance
ORM-S 1.6.4
Intentionally open
Intentionally open
ORM-S 1.6.5
ORM-S 1.7
No revision
N/A
ORM-S 1.7.1
New guidance
ORM-S 1.7.2
New guidance
ORM-S 1.8
No revision
N/A
ORM-S 1.8.1
New guidance
ORM-S 2
N/A
ORM-S 2.1
N/A
ORM-S 2.1.1
New guidance
ORM-S 2.1.2
New guidance
ORM-S 2.2
No revision
N/A
ORM-S 2.2.1
Intentionally open
Intentionally open
ORM-S 2.2.2
New guidance
ORM-S 2.2.3
New guidance
ORM-S 2.2.4
ORM-S 2.3
N/A
ORM-S 2.3.1
Standard extended
New guidance
ORM-S 2.3.2
New guidance
ORM-S 2.3.3
New guidance
ORM-S 3
N/A
ORM-S 3.1
Intentionally open
Intentionally open
ORM-S 3.2
Intentionally open
Intentionally open
ORM-S 3.3
N/A
ORM-S 3.3.1
ORM-S 3.3.2
New guidance
ORM-S 3.3.3
New standard
New guidance
REV 8
Revisions Highlights
ORM-S 3.3.4
Intentionally open
Intentionally open
ORM-S 3.3.5
Intentionally open
Intentionally open
ORM-S 3.3.6
Intentionally open
Intentionally open
ORM-S 3.3.7
New standard
New guidance
ORM-S 3.3.8
ORM-S 3.4
Intentionally open
Intentionally open
ORM-S 3.5
N/A
ORM-S 3.5.1
New guidance
ORM-S 3.5.2
New guidance
ORM-S 3.5.3
N/A
ORM-S 3.5.4
N/A
ORM-S 3.5.5
ORM-S 3.6
N/A
ORM-S 3.6.1
New guidance
ORM-S 3.6.2
ORM-S 3.6.3
New standard
N/A
ORM-S 3.7
N/A
ORM-S 3.7.1
Guidance extended
ORM-S 4
N/A
ORM-S 4.1
N/A
ORM-S 4.1.1
N/A
ORM-S 4.1.3
New guidance
ORM-S 4.1.4
New standard
New guidance
ORM-S 4.2
No revision
N/A
ORM-S 4.2.1
ORM-S 4.2.2
ORM-S 5
N/A
REV 9
N/A
ORM-S 5.1.1
ORM-S 5.1.2
N/A
ORM-S 5.1.3
New guidance
ORM-S 5.1.4
New guidance
ORM-S 5.1.5
New guidance
ORM-S 5.2
N/A
ORM-S 5.2.1
New standard
N/A
ORM-S 5.2.2
New standard
N/A
ORM-S 5.2.3
New standard
N/A
ORM-S 5.2.4
New standard
N/A
ORM-S 5.3
N/A
ORM-S 5.3.1
New guidance
ORM-S 5.3.2
Intentionally open
Intentionally open
ORM-S 5.3.3
Intentionally open
Intentionally open
ORM-S 5.3.4
N/A
ORM-S 5.3.5
Intentionally open
Intentionally open
ORM-S 5.3.6
Intentionally open
Intentionally open
ORM-S 5.3.7
Intentionally open
Intentionally open
ORM-S 5.3.8
Intentionally open
Intentionally open
ORM-S 5.3.9
Intentionally open
Intentionally open
ORM-S 5.3.10
New guidance
ORM-S 5.3.11
Intentionally open
Intentionally open
ORM-S 5.3.12
New standard
N/A
ORM-S 5.3.13
New standard
N/A
ORM-S 5.4
N/A
ORM-S 5.4.1
New guidance
ORM-S 5.5
N/A
ORM-S 5.5.1
New guidance
REV 10
Revisions Highlights
ORM-S 5.6
N/A
ORM-S 5.6.1
New guidance
ORM-S 5.7
Intentionally open
ORM-S 5.8
Intentionally open
ORM-S 5.9
Intentionally open
ORM-S 5.10
Intentionally open
ORM-S 5.11
Intentionally open
ORM-S 5.12
Intentionally open
ORM-S 5.13
N/A
ORM-S 5.13.1
ORM-S 6
N/A
ORM-S 6.1
No revision
N/A
ORM-S 6.1.1
ORM-S 6.1.2
ORM-S 6.1.3
ORM-S 6.2
N/A
ORM-S 6.2.1
ORM-S 6.3
N/A
ORM-S 6.3.1
N/A
ORM-S 6.3.2
N/A
ORM-S 6.4
N/A
ORM-S 6.4.1
ORM-S 7
N/A
ORM-S 7.1
New Sub-section
N/A
ORM-S 7.1.1
New guidance
ORM-S 7.2
N/A
ORM-S 7.2.1
New guidance
ORM-S 7.2.2
New standard
N/A
ORM-S 7.3
N/A
REV 11
ORM-S 7.3.1
New guidance
ORM-S 7.3.2
New standard
New guidance
ORM-S 7.3.3
New standard
New guidance
ORM-S 7.3.4
New standard
New guidance
ORM-S 7.3.5
New standard
New guidance
ORM-S 7.3.6
New standard
N/A
ORM-S 7.3.7
New standard
N/A
ORM-S 7.3.8
New standard
N/A
ORM-S 7.3.9
New standard
N/A
ORM-S 7.3.10
New standard
N/A
ORM-S 8
New guidance
ORM-S 8.1
New guidance
ORM-S 9
N/A
ORM-S 9.1
N/A
ORM-S 9.1.1
ORM-S 9.1.2
New standard
N/A
ORM-S 9.2
N/A
ORM-S 9.2.1
ORM-S 9.3
N/A
ORM-S 9.3.1
ORM-S 9.4
N/A
ORM-S 9.4.1
ORM-S 9.4.2
ORM-S 9.5
N/A
ORM-S 9.5.1
ORM-S 9.6
N/A
ORM-S 9.6.1
REV 12
Revisions Highlights
ORM-S 9.7
N/A
ORM-S 9.7.1
ORM-S 9.8
New Sub-section
N/A
ORM-S 9.8.1
ORM-S 10
No revision
N/A
ORM-S 10.1
New Sub-section
N/A
ORM-S 10.1.1
Standard extended
Description of GM Change
Applicability Statement
LOD 1
No revision
N/A
LOD 1.1
No revision
N/A
LOD 1.1.1
LOD 1.1.2
No revision
N/A
LOD 1.1.3
Intentionally open
LOD 1.1.4
N/A
LOD 1.1.5
N/A
Intentionally open
Intentionally open
LOD 1.1.8
No revision
LOD 1.1.9
LOD 1.2
N/A
LOD 1.2.1
New guidance
Intentionally open
Intentionally open
LOD 1.3
N/A
LOD 1.3.1
LOD 1.3.2
Intentionally open
Intentionally open
LOD 1.3.3
LOD 1.1.10
REV 13
LOD 1.3.5
LOD 1.3.6
LOD 1.3.7-1.3.8
Intentionally open
Intentionally open
LOD 1.3.9
LOD 1.3.10
LOD 1.4
No revision
No revision
LOD 1.4.2
No revision
LOD 1.4.3
No revision
No revision
LOD 1.5
N/A
LOD 1.5.1
LOD 1.6
No revision
N/A
LOD 1.6.1
LOD 1.6.2
LOD 1.6.3
No revision
No revision
LOD 1.6.4
Intentionally open
Intentionally open
No revision
No revision
N/A
No revision
LOD 1.3.4
LOD 1.4.1
LOD 1.6.5
LOD 1.7
LOD 1.7.1
LOD 1.7.2
No revision
LOD 1.8
LOD 1.8.1
Intentionally open
Intentionally open
LOD 1.8.2
No revision
No revision
LOD 1.8.3
No revision
LOD 1.8.4
New guidance
LOD 1.8.5
No revision
No revision
LOD 1.8.6
New standard
New guidance
REV 14
N/A
Revisions Highlights
Changes to GOSM Section 3 (LOD to PAX)
Area
Changed
General
Description of GM Change
Applicability
Statement
PAX 1
No revision
N/A
PAX 1.1
No revision
N/A
PAX 1.1.1
No revision
PAX 1.2
No revision
N/A
PAX 1.2.1
No revision
PAX 1.2.2
No revision
PAX 1.2.3
No revision
No revision
PAX 1.2.4
PAX 1.2.5
PAX 1.2.6
PAX 1.2.71.2.8
Intentionally open
Intentionally open
PAX 1.2.9
PAX 1.3
No revision
N/A
PAX 1.3.1
Intentionally open
Intentionally open
PAX 1.3.2
New guidance
PAX 1.3.3
No revision
PAX 1.4
No revision
N/A
PAX 1.4.1
PAX 1.4.2
No revision
No revision
PAX 1.4.3
Intentionally open
Intentionally open
PAX 1.4.4
No revision
PAX 1.4.5
No revision
PAX 1.5
No revision
N/A
PAX 1.5.1
No revision
No revision
PAX 1.5.2
No revision
PAX 1.5.3
No revision
No revision
PAX 1.6
No revision
N/A
PAX 1.6.1
PAX 1.6.2
New guidance
REV 15
N/A
PAX 1.6.4
Intentionally open
Intentionally open
PAX 1.6.5
PAX 1.6.6
PAX 1.7.
Intentionally open
Intentionally open
PAX 1.8
PAX 1.9
Description of GM Change
Applicability
Statement
BAG 1
No revision
N/A
BAG 1.1
No revision
N/A
BAG 1.1.1
Intentionally open
Intentionally open
BAG 1.1.4
No revision
BAG 1.1.5
No revision
BAG 1.2
No revision
N/A
BAG 1.2.1
No revision
BAG 1.2.2
BAG 1.2.3
No revision
BAG 1.3
No revision
N/A
BAG 1.3.1
Guidance extended
BAG 1.3.2
No revision
BAG 1.3.3
No revision
BAG 1.3.4
No revision
Guidance extended
BAG 1.3.5
No revision
BAG 1.1.2
BAG 1.1.3
REV 16
Revisions Highlights
BAG 1.3.6
No revision
BAG 1.3.7
No revision
BAG 1.3.8
Intentionally open
Intentionally open
BAG 1.3.9
Intentionally open
Intentionally open
BAG 1.3.10
Intentionally open
Intentionally open
BAG 1.4
Description of GM Change
Applicability
Statement
HDL 1
No revision
N/A
HDL 1.1
No revision
N/A
HDL 1.1.1
HDL 1.2
N/A
HDL 1.2.1
Guidance simplified
Intentionally open
Intentionally open
No revision
HDL 1.2.7
HDL 1.3
N/A
HDL 1.3.1
HDL 1.3.3
Intentionally open
Intentionally open
HDL 1.3.4
No revision
No revision
HDL 1.3.5
No revision
HDL 1.3.6
No revision
No revision
HDL 1.3.7
Intentionally open
Intentionally open
HDL 1.2.2
HDL 1.2.3
HDL 1.2.4
HDL 1.2.5
HDL 1.2.6
HDL 1.3.2
REV 17
Intentionally open
Intentionally open
HDL 1.3.9
Intentionally open
Intentionally open
HDL 1.3.10
HDL 1.3.11
Intentionally open
Intentionally open
HDL 1.3.12
No revision
No revision
HDL 1.3.13
HDL 1.3.15
No revision
No revision
HDL 1.3.16
No revision
No revision
HDL 1.3.17
No revision
No revision
HDL 1.3.18
HDL 1.3.19
Intentionally open
Intentionally open
HDL 1.3.20
Intentionally open
HDL 1.3.21
No revision
No revision
HDL 1.3.22
HDL 1.4
N/A
HDL 1.4.1
HDL 1.4.2
No revision
HDL 1.4.3
No revision
HDL 1.4.5
No revision
No revision
HDL 1.4.6
No revision
No revision
HDL 1.4.7
No revision
No revision
HDL 1.4.8
HDL 1.4.10
No revision
No revision
HDL 1.5
( * ) Note eliminated
N/A
HDL 1.5.1
No revision
No revision
HDL 1.5.2
HDL 1.5.3
HDL 1.5.4
No revision
HDL 1.5.5
No revision
HDL 1.6
No revision
N/A
HDL 1.6.1
Intentionally open
HDL 1.4.4
HDL 1.4.9
REV 18
Revisions Highlights
eliminated
Wording revised for technical clarity,
simplification
No revision
No revision
Guidance extended
Guidance extended
Guidance extended
HDL 2
No revision
N/A
HDL 2.1.1
No revision
N/A
Guidance extended
HDL 2.2
No revision
N/A
HDL 2.2.1
No revision
No revision
HDL 2.2.2
Intentionally open
Intentionally open
HDL 2.2.3
No revision
No revision
HDL 2.3
No revision
N/A
HDL 2.3.1
HDL 2.3.2
No revision
HDL 2.3.3
No revision
No revision
HDL 2.3.4
HDL 2.3.5
Intentionally open
HDL 2.4
No revision
N/A
HDL 2.4.1
No revision
HDL 2.4.2
No revision
No revision
HDL 1.6.2
HDL 1.6.3
HDL 1.6.4
HDL 1.6.5
HDL 1.6.6
HDL 1.7
HDL 2.1.2
HDL 2.1.3
HDL 2.1.4
HDL 2.1.5
HDL 2.1.6
HDL 2.3.6
REV 19
No revision
No revision
HDL 2.5
N/A
HDL 2.5.1
New guidance
HDL 2.5.2
Intentionally open
Intentionally open
HDL 2.5.3
HDL 2.5.4
Description of GM Change
Applicability
Statement
AGM 1
No revision
N/A
AGM 1.1
No revision
N/A
AGM 1.1.1
No revision
AGM 1.1.2
No revision
No revision
AGM 1.1.3
Guidance extended
AGM 1.1.4
No revision
AGM 1.1.5
No revision
No revision
AGM 1.1.6
No revision
AGM 1,2
N/A
AGM 1.2.1
AGM 1.3
N/A
AGM 1.3.1
AGM 1.4
N/A
AGM 1.4.1
AGM 1.4.2
No revision
AGM 1.5
N/A
AGM 1.5.1
No revision
AGM 1.5.2
AGM 1.6
AGM 1.6.1
REV 20
Revisions Highlights
AGM 1.6.2
No revision
No revision
AGM 1.6.3
Extended guidance
AGM 1.6.4
Intentionally open
Intentionally open
AGM 1.6.5
Intentionally open
AGM 1.6.6
No revision
No revision
AGM 2
N/A
AGM 2.1
No revision
N/A
AGM 2.1.1
AGM 2.1.2
No revision
Guidance extended
AGM 2.1.3
No revision
AGM 2.1.4
No revision
AGM 2.1.5
No revision
No revision
AGM 2.1.6
AGM 2.1.7
No revision
No revision
AGM 2.1.8
AGM 2.1.9
Intentionally open
Intentionally open
AGM 2.1.10
Intentionally open
Intentionally open
AGM 2.1.11
Intentionally open
Intentionally open
AGM 2.1.12
No revision
AGM 2.1.13
New guidance
AGM 2.1.14
No revision
No revision
AGM 2.1.15
No revision
AGM 2.1.16
Intentionally open
Intentionally open
AGM 2.1.17
Intentionally open
Intentionally open
AGM 2.1.18
Intentionally open
Intentionally open
AGM 2.1.19
Intentionally open
Intentionally open
AGM 2.1.20
No revision
AGM 2.1.21
No revision
AGM 2.1.22
AGM 2.1.23
Intentionally open
AGM 2.1.24
No revision
No revision
AGM 2.1.25
Intentionally open
No revision
AGM 2.1.26
REV 21
No revision
No revision
AGM 2.1.29
AGM 2.1.30
Intentionally open
Intentionally open
AGM 2.1.31
Intentionally open
Intentionally open
AGM 2.1.32
Intentionally open
Intentionally open
AGM 2.1.33
No revision
AGM 2.1.34
No revision
AGM 2.1.35
No revision
AGM 2.1.36
No revision
AGM 2.1.37
AGM 2.1.38
No revision
AGM 3
N/A
AGM 3.1
No revision
N/A
AGM 3.1.1
No revision
No revision
AGM 3.1.2
No revision
No revision
AGM 3.1.3
No revision
No revision
AGM 3.1.4
No revision
No revision
AGM 3.1.5
No revision
No revision
AGM 3.1.6
No revision
No revision
AGM 4
N/A
AGM 4.1
No
N/A
AGM 4.1.1
No revision
No revision
AGM 4.1.2
No revision
No revision
AGM 4.1.3
No revision
No revision
AGM 4.1.4
No revision
Guidance extended
AGM 4.1.5
No revision
No revision
AGM 4.1.6
No revision
AGM 2.1.28
REV 22
Revisions Highlights
Description of GM Change
Applicability
Statement
CGM 1
No revision
N/A
CGM 1.1
No revision
N/A
CGM 1.1.1
No revision
New guidance
CGM 1.1.2
Intentionally open
CGM 1.1.3
Intentionally open
CGM 1.1.4
CGM 1.1.5
New standard
New guidance
CGM1.1.6
CGM 1.1.7
CGM 1.2
No revision
N/A
CGM 1.2.1
CGM 1.2.2
Intentionally open
Intentionally open
CGM 1.2.3
New standard
New guidance
CGM 1.2.4
New standard
New guidance
CGM 1.2.5
No revision
CGM 1.2.6
No revision
New guidance
CGM 1.2.7
Intentionally open
CGM 1.2.7
Intentionally open
Intentionally open
CGM 1.2.8
No revision
Intentionally open
Intentionally open
No revision
CGM 1.2.9
CGM 1.2.10
CGM 1.2.11
REV 23
CGM 1.2.12
CGM 1.2.13
N/A
CGM 1.3
No revision
N/A
CGM 1.3.1
No revision
CGM 1.3.2
No revision
No revision
CGM 1.3.4
No revision
CGM 1.4
No revision
N/A
CGM 1.4.1
CGM 1.5
CGM 2
No revision
N/A
CGM 2.1
No revision
N/A
CGM 2.1.1
New guidance
CGM 2.1.2
Intentionally open
Intentionally open
CGM 2.1.3
New guidance
CGM 2.2
No revision
N/A
CGM 2.2.2
No revision
No revision
CGM 2.2.3
No revision
No revision
No revision
No revision
No revision
CGM 2.2.72.2.9
Intentionally open
Intentionally open
CGM 2.2.10
No revision
CGM 1.3.3
CGM 2.2.1
CGM 2.2.4
CGM 2.2.5
CGM 2.2.6
REV 24
Revisions Highlights
CGM 2.2.11
No revision
No revision
CGM 2.2.12
No revision
No revision
CGM 2.2.13
No revision
No revision
No revision
CGM 2.2.72.2.9
Intentionally open
Intentionally open
CGM 2.2.10
No revision
CGM 2.2.11
No revision
No revision
CGM 2.2.12
No revision
No revision
CGM 2.2.13
No revision
No revision
CGM 2.2.6
Description of GM Change
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
Purpose
The ISAGO Standards Manual (GOSM) is published in order to provide the operational standards,
recommended practices and associated guidance material necessary for the Audit of a ground
service provider (hereinafter the Provider).
The GOSM may also be used as a guide by any provider desiring to structure its management
and operational control systems to be in conformity with the latest industry operational practices.
The GOSM is the sole source of assessment criteria utilized by ISAGO auditors when conducting
an Audit.
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
a series of milestone dates against which progress toward completion of the plan can
be measured;
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
(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
i)
Policies, systems, programs, processes, procedures and/or plans of the Provider are
administered and/or implemented throughout the organization;
ii)
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
ORM-H 1
Defines lines of accountability for operational safety and security throughout the
organization, including direct accountability on the part of senior management;
ii)
Assigns responsibilities for ensuring ground operations at all stations are provided with
the necessary resources and conducted in accordance with standards of the Provider,
applicable regulations and requirements of the customer airline(s). (GM)
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
ii)
Material management;
Spillage;
Waste disposal.
ORM-H 3
All activities, products and services that have the potential to significantly impact the
environment are identified;
ii)
through
training
and
the
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
(Intentionally open)
1.4
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;
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:
Provision of resources;
Operational feedback;
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:
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:
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:
Workplace location(s);
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
(Intentionally open)
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)
The exercise of duties while under the influence of psychoactive substances is prohibited;
ii)
Guidance
Refer to the ITRM for the definition of Psychoactive Substances.
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)
Hazards with the potential to affect operational safety or security are identified;
ii)
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 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)
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
2.1
Documentation System
ORM-H 2.1.1 The Provider shall have a system for the management and control of
documentation and/or data used directly in the conduct or support of ground operations, to
include processes for:
i)
ii)
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:
Documents are checked to verify they remain legible and readily identifiable;
ORM-H 9
a title page that generally identifies the operational applicability and functionality;
Each documented procedure that is not held within a manual typically includes:
A distribution list;
ORM-H 2.1.2 If the Provider utilizes an electronic system for the management and control of
any documentation and/or data used directly in the conduct of operations, the Provider shall
ensure the system provides for a scheduled generation of backup files for such documentation
and/or data. (GM)
Guidance
To preclude the loss of documents 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.
The retention period for electronic documents is typically in accordance with requirements defined
by applicable regulations and the provider.
To ensure retrieval of archived documents, applicable hardware and/or software is normally
retained after it has been replaced.
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)
Identification;
ii)
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).
ORM-H 11
3.1
(Intentionally open)
3.2
(Intentionally open)
3.3
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)
ORM-H 12
(Intentionally open)
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)
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
ii)
Guidance
The quality assurance program is applied throughout the organization and is typically structured
to define:
Audit frequency;
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.
GOSM Ed 2 Rev 0, January 2010
ORM-H 13
ii)
(Intentionally open)
Program Elements
ORM-H 3.4.10 The Provider shall have an audit planning process and sufficient resources to
ensure audits are:
i)
ii)
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)
Includes audit objectives that address ongoing compliance with regulatory requirements,
Provider standards and other applicable regulations, rules and requirements;
ii)
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;
ORM-H 3.4.12 The Provider shall ensure the quality assurance program utilizes auditors that:
i)
ii)
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.
ORM-H 15
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
(Intentionally open)
3.6
ORM-H 16
3.7
Aircraft chocks.
To ensure technical requirements are met, a process may focus on the supplier, the product or a
combination of both.
The process may include an evaluation of suppliers, with the selection of suppliers based on their
ability to supply products in accordance with the providers requirements and technical
specifications.
Implementation of a rigorous receiving inspection process (or equivalent activity) would provide
another means of verifying that operationally critical products meet specified technical
requirements prior to such products being put into service.
ORM-H 17
Event Response
4.1
ii)
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:
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.
ORM-H 18
Fire;
Police;
Ambulance;
Rescue agencies;
Medical specialists;
Environmental agencies.
ORM-H 4.1.4 The Provider should ensure all personnel with responsibilities under the ERP are
appropriately trained to execute applicable procedures. (GM)
Guidance
Ideally, a provider, when invited, would participate in emergency response planning and drills
conducted by the customer airline(s).
ORM-H 19
5.1
ii)
5.2
ORM-H 20
If personnel employed by the Provider implement security controls, such personnel have
the competence to perform their duties;
ii)
Ground handling personnel are familiar and know how to comply with all relevant security
requirements;
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)
Initial security training prior to being assigned to operational duties that involve security
responsibilities;
ii)
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:
GOSM Ed 2 Rev 0, January 2010
ORM-H 21
5.3
i)
ii)
Complete initial and recurrent training, which shall include training in the identification of
explosives, weapons or other dangerous items or devices.
Safety training that addresses dangerous goods hazards, proper handling and
emergency response procedures.
ii)
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
Dangerous goods training is required for all cargo handling personnel to ensure declared and
undeclared dangerous goods are recognized and prohibited from being carried or loaded onto an
aircraft. Such training also provides the requisite knowledge to permit cargo handling personnel to
recognize dangerous goods, whether labeled or not labeled, and to prevent such dangerous
goods from being inadvertently accepted and/or planned for loading into an aircraft.
Dangerous goods training for personnel with duties and/or responsibilities in cargo and/or mail
handling functions typically addresses, according to specific function:
General philosophy;
Limitations;
Classification;
Packing instructions;
Acceptance procedures;
Pilot-in-command notification;
Emergency procedures.
A level of difficulty that demonstrates an understanding of and the ability to apply the
regulations in the acceptance of dangerous goods;
ORM-H 23
Re-testing (with different test content) for personnel that fail to achieve a passing mark;
Shipment problems designed to test the ability to apply the regulations in operational
situations.
Typical training would have the student presented with a completed dangerous goods shipment
for acceptance, consisting of an air waybill with the nature and quantity of goods and handling
information boxes completed, a shipper's declaration, a packaging diagram with all marks and
labels affixed, and a blank Dangerous Goods Acceptance Checklist (for radioactive or nonradioactive shipments, as the case may be). The shipment has been prepared incorrectly, and
the student is asked to assume the role of acceptance personnel and verify the shipment with the
aid of the checklist. For each no response on the checklist, the student would explain the nature
of the error in the comment box, and the completed checklist forms part of the test answers.
ORM-H 5.3.12 If the Provider delivers cargo and mail handling services at any station, the
Provider should ensure the dangerous goods training program as specified in ORM-H 5.3.1
includes a process that requires dangerous goods training for cargo handling personnel to be
conducted by either:
i)
ii)
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
ORM-H 24
Personnel whose duties require operation of basic GSE (e.g., tractors, belt loaders);
Personnel whose duties require: (1) operation of specialized equipment (e.g., aircraft
movement units, container/pallet loaders, de-icing vehicles, catering vehicles),
(2) exercise of control during aircraft movement operations, or (3) performance of lead
responsibility over other personnel;
Personnel in station management having responsibility for resource issues, health and
safety, incident management and budgetary control;
General subject areas addressed in airside safety training typically include (based on operational
function):
Safety philosophy;
Safety regulations;
Hazards;
Human factors;
Emergency situations;
FOD prevention;
Personal protection;
Risk assessment;
Guidance for Airside Safety Training may be found in AHM 611 and 640.
5.5
ii)
Guidance
Airside driver training for ground handling personnel typically addresses:
Rules and procedures for driving on ramps (aprons), stands and airside roads;
ORM-H 25
Complete training and evaluation in the operation of GSE as applicable to their assigned
operational function(s);
ii)
Guidance
Refer to the ITRM for the definition of Ground Support Equipment (GSE).
Guidance may be found in AHM 630.
5.7
ii)
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;
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;
Fuel requirements;
Principles of balance;
ORM-H 26
General principles;
Aircraft locations;
Load planning;
General principles;
Messaging;
Filing;
NOTOC Summary;
Manuals;
Human factors.
Dangerous goods training for personnel with duties and/or responsibilities in load control
functions typically addresses general philosophy;
Limitations;
Pilot-in-command notification;
Emergency procedures.
5.8
ii)
Guidance
Training for personnel with duties and/or responsibilities in operational passenger handling
functions typically addresses subject areas such as:
ORM-H 27
Dangerous goods training for personnel with duties and/or responsibilities in passenger handling
functions typically addresses:
5.9
General philosophy;
Limitations;
Emergency procedures.
ii)
Guidance
Training for personnel with duties and/or responsibilities in baggage handling functions typically
addresses subject areas such as:
Dangerous goods training for personnel with duties and/or responsibilities in baggage handling
functions typically addresses:
ORM-H 28
General philosophy;
5.10
Pilot-in-command notification;
Emergency procedures.
ii)
Guidance
Training would be applicable to personnel that perform aircraft servicing and loading functions,
which typically include:
General loader;
Loading supervisor;
Training for personnel with duties and/or responsibilities in aircraft handling and loading functions
typically addresses subject areas such as:
Loading incompatibilities;
Handling of ULDs;
ORM-H 29
Dangerous goods training for personnel with duties and/or responsibilities in aircraft handling and
loading functions typically addresses:
General philosophy;
Pilot-in-command notification;
Emergency procedures.
Complete training applicable to each type of access door operated at the station;
ii)
Are qualified to operate aircraft access doors in accordance with requirements of the
customer airline(s). (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.
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)
ORM-H 30
5.11
Training for personnel with duties and/or responsibilities in aircraft ground movement functions
typically addresses subject areas such as:
Operation of equipment;
Aircraft marshalling
5.12
ORM-H 31
ii)
5.13
ii)
ORM-H 32
Security Management
6.1
Security Program
ORM-H 6.1.1 The Provider shall have a security program that ensures security controls are
implemented at stations in accordance with the Security Program of the customer airline(s) and
the civil aviation security program of states where operations are conducted. (GM)
Guidance
Refer to the ITRM for the definition of Security Control and Security Program.
In conducting ground operations for customer airlines at a station, a provider is typically
responsible for the implementation of security controls in operations in accordance with the
respective Security Program of each customer airline.
ORM-H 6.1.2 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 security program(s) as specified in ORM-H 6.1.1. (GM)
Guidance
In order to manage the security program, an individuals qualifications would typically include
training and background experience that ensures the requisite knowledge in the principles of
security and the implementation of security controls.
ORM-H 6.1.3 The Provider shall ensure the security program as specified in ORM-H 6.1.1
includes a requirement for security controls to be in place at all stations to prevent personnel and
vehicles from unauthorized access into facilities and/or 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 provider does not always
accomplish the actual implementation of such controls. 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-H 6.1.4 The Provider shall ensure the security program as specified in ORM-H 6.1.1
includes procedures that require ground handling personnel performing functions in station
airside areas 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
ii)
ORM-H 33
ORM-H 34
7.1
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 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)
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:
aircraft servicing (includes catering, cleaning, potable water, toilet, external power);
ORM-H 35
Aircraft loading;
Cargo handling;
Baggage handling;
Aircraft fuelling;
Aircraft de-/anti-icing.
Standard operating procedures Development of standard operating procedures for the operation
of GSE would typically involve the following or similar steps:
Selection of function;
Development of solution(s).
Pre-operation;
Operation;
Post-operation.
ORM-H 7.3.2 The Provider shall ensure the GSE operation program as specified in ORM-H
7.3.1 includes a procedure for GSE to be 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:
If the equipment is carrying a load, all locks, stops, rails or straps are fastened and are
securing the load.
Lights, signals;
Safety rails;
Stabilizers.
ORM-H 36
ii)
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)
Taxiing aircraft;
ii)
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)
(Intentionally open)
ORM-H 37
ORM-H 38
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
Policies, systems, programs, processes, procedures and/or plans of the Provider are
administered and/or implemented throughout the organization;
ii)
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.
ORM-HS 1
Defines lines of accountability for operational safety and security throughout the
organization, including direct accountability on the part of senior management;
ii)
Assigns responsibilities for ensuring ground operations are provided with the necessary
resources and conducted in accordance with standards of the Provider, applicable
regulations and requirements of the customer airline(s). (GM)
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)
Guidance
Such individual is typically referred to as the station manager.
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
ii)
ORM-HS 3
Material management;
Spillage;
Waste disposal.
Materials specified above are typically those that would be used in day-to-day operations
(e.g. oil, hydraulic and other fluids). Emissions typically emanate from vehicles and ground
support equipment.
ORM-HS 1.2.6 The Provider should have a policy that commits the organization to the
prevention of pollution in ground operations through implementation of an environmental
management system (EMS). Such system ensures:
i)
All activities, products and services that have the potential to significantly impact the
environment are identified;
ii)
through
training
and
the
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
(Intentionally open)
1.4
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:
ORM-HS 4
Email, Internet;
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:
Provision of resources;
Operational feedback;
Regulatory violations.
ORM-HS 5
Ensuring the provision of resources necessary to satisfy operational safety, security and
quality requirements.
Management review is a formal process, which means documentation in the form of meeting
schedules; agendas and minutes are produced and retained. Additionally, the output of the
management review process would include action plans for changes to be implemented within
the system where deemed appropriate.
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:
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:
Workplace location(s);
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.
ORM-HS 6
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)
The exercise of duties while under the influence of psychoactive substances is prohibited;
ii)
Guidance
Refer to the ITRM for the definition of Psychoactive Substances.
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)
Hazards with the potential to affect operational safety or security are identified;
ii)
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.
GOSM Ed 2 Rev 0, January 2010
ORM-HS 7
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)
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-HS 8
2.1
Documentation System
ORM-HS 2.1.1 The Provider shall have a system for the management and control of
documentation and/or data used directly in the conduct or support of ground operations, to
include processes for:
i)
ii)
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:
Documents are checked to verify they remain legible and readily identifiable;
A title page that generally identifies the operational applicability and functionality;
ORM-HS 9
Each documented procedure that is not held within a manual typically includes:
A distribution list;
ORM-HS 2.1.2 If the Provider utilizes an electronic system for the management and control of
any documentation and/or data used directly in the conduct of operations, the Provider shall
ensure the system provides for a scheduled generation of backup files for such documentation
and/or data. (GM)
Guidance
To preclude the loss of documents 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.
The retention period for electronic documents is typically in accordance with requirements defined
by applicable regulations and the provider.
To ensure retrieval of archived documents, applicable hardware and/or software is normally
retained after it has been replaced.
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
ORM-HS 10
ii)
ORM-HS 11
Records System
ORM-HS 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)
Identification;
ii)
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).
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.
ORM-HS 12
3.1
(Intentionally open)
3.2
(Intentionally open)
3.3
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)
ORM-HS 13
(Intentionally open)
ORM-HS 3.3.7 The Provider shall have an operational reporting system that:
i)
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)
The customer airline(s) and relevant authorities are notified of the accident or incident;
ii)
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
ii)
Guidance
The quality assurance program is applied throughout the organization and is typically structured
to define:
ORM-HS 14
Audit frequency;
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.
Guidance may be found in AHM 610, 612 and 621.
ORM-HS 3.4.2 The Provider shall designate an individual with the authority and independence
(from operational management) to manage and be responsible for the development,
implementation and maintenance of the quality assurance program as specified in ORM-HS
3.4.1. (GM)
Guidance
A manager (or multiple managers if a provider does not have a centralized program) would
typically be appointed to oversee the implementation of all activities and processes associated
with the quality assurance program. Operational managers with direct responsibility for the safety
and security of operations always have responsibility for the development and implementation of
corrective or preventive action that may result from audit results.
A quality assurance program manager would be operationally independent in a manner that
ensures objectivity is not subject to bias due to conflicting responsibilities.
To be effective, quality assurance auditors typically have freedom of action and access to the
management system and to make recommendations that establish conformity within a
reasonable time frame.
Quality assurance audit activities may be centrally controlled or controlled within each relevant
operational function as long as independence is maintained.
Typically, the quality assurance program manager has lines of communication to senior
management to ensure the reporting of safety, security and quality issues and to ensure such
issues are appropriately addressed.
ORM-HS 3.4.3 The Provider shall have a process for addressing findings that result from audits
conducted under the quality assurance program as specified in ORM-HS 3.4.1, which ensures:
i)
ii)
ORM-HS 15
(Intentionally open)
Program Elements
ORM-HS 3.4.10 The Provider shall have an audit planning process and sufficient resources to
ensure audits are:
i)
ii)
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)
Includes audit objectives that address ongoing compliance with regulatory requirements,
Provider standards and other applicable regulations, rules and requirements;
ii)
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:
ORM-HS 16
Conducting research into any relevant incidents or irregularities that may have occurred;
GOSM Ed 2 Rev 0, January 2010
ORM-HS 3.4.12
The Provider shall ensure the quality assurance program utilizes auditors that:
i)
ii)
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
(Intentionally open)
3.6
ORM-HS 17
3.7
Aircraft chocks.
To ensure technical requirements are met, a process may focus on the supplier, the product or a
combination of both.
The process may include an evaluation of suppliers, with the selection of suppliers based on their
ability to supply products in accordance with the providers requirements and technical
specifications.
Implementation of a rigorous receiving inspection process (or equivalent activity) would provide
another means of verifying that operationally critical products meet specified technical
requirements prior to such products being put into service.
ORM-HS 18
Event Response
4.1
ii)
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:
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.
ORM-HS 19
Fire;
Police;
Ambulance;
Rescue agencies;
Medical specialists;
Environmental agencies.
ORM-HS 4.1.4 The Provider should ensure all personnel with responsibilities under the ERP are
appropriately trained to execute applicable procedures. (GM)
Guidance
Ideally, a provider, when invited, would participate in emergency response planning and drills
conducted by the customer airline(s).
4.2
Fuel spill;
Aircraft fire;
Security incident.
ORM-HS 21
5.1
ii)
5.2
ORM-HS 22
If personnel employed by the Provider implement security controls, such personnel have
the competence to perform their duties;
GOSM Ed 2 Rev 0, January 2010
Ground handling personnel are familiar and know how to comply with all relevant security
requirements;
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)
Initial security training prior to being assigned to operational duties that involve security
responsibilities;
ii)
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)
ORM-HS 23
5.3
Complete initial and recurrent training, which shall include training in the identification of
explosives, weapons or other dangerous items or devices.
Safety training that addresses dangerous goods hazards, proper handling and
emergency response procedures.
ii)
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)
ORM-HS 24
Dangerous goods training is required for all cargo handling personnel to ensure declared and
undeclared dangerous goods are recognized and prohibited from being carried or loaded onto an
aircraft. Such training also provides the requisite knowledge to permit cargo handling personnel to
recognize dangerous goods, whether labeled or not labeled, and to prevent such dangerous
goods from being inadvertently accepted and/or planned for loading into an aircraft.
Dangerous goods training for personnel with duties and/or responsibilities in cargo and/or mail
handling functions typically addresses, according to specific function:
General philosophy;
Limitations;
Classification;
Packing instructions;
Acceptance procedures;
Pilot-in-command notification;
Emergency procedures.
A level of difficulty that demonstrates an understanding of and the ability to apply the
regulations in the acceptance of dangerous goods;
ORM-HS 25
Re-testing (with different test content) for personnel that fail to achieve a passing mark;
Shipment problems designed to test the ability to apply the regulations in operational
situations.
Typical training would have the student presented with a completed dangerous goods shipment
for acceptance, consisting of an air waybill with the nature and quantity of goods and handling
information boxes completed, a shipper's declaration, a packaging diagram with all marks and
labels affixed, and a blank Dangerous Goods Acceptance Checklist (for radioactive or nonradioactive shipments, as the case may be). The shipment has been prepared incorrectly, and
the student is asked to assume the role of acceptance personnel and verify the shipment with the
aid of the checklist. For each no response on the checklist, the student would explain the nature
of the error in the comment box, and the completed checklist forms part of the test answers.
ORM-HS 5.3.12 If the Provider delivers cargo and mail handling services at any station, the
Provider should ensure the dangerous goods training program as specified in ORM-HS 5.3.1
includes a process that requires dangerous goods training for cargo handling personnel to be
conducted by either:
i)
ii)
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
ORM-HS 26
Personnel whose duties require operation of basic GSE (e.g., tractors, belt loaders);
GOSM Ed 2 Rev 0, January 2010
Personnel whose duties require: (1) operation of specialized equipment (e.g., aircraft
movement units, container/pallet loaders, de-icing vehicles, catering vehicles),
(2) exercise of control during aircraft movement operations, or (3) performance of lead
responsibility over other personnel;
Personnel in station management having responsibility for resource issues, health and
safety, incident management and budgetary control;
General subject areas addressed in airside safety training typically include (based on operational
function):
Safety philosophy;
Safety regulations;
Hazards;
Human factors;
Emergency situations;
FOD prevention;
Personal protection;
Risk assessment;
Guidance for Airside Safety Training may be found in AHM 611 and 640.
5.5
ii)
Guidance
Airside driver training for ground handling personnel typically addresses:
Rules and procedures for driving on ramps (aprons), stands and airside roads;
ORM-HS 27
Complete training and evaluation in the operation of GSE as applicable to their assigned
operational function(s);
ii)
Guidance
Refer to the ITRM for the definition of Ground Support Equipment (GSE).
Guidance may be found in AHM 630.
5.7
ii)
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;
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;
Fuel requirements;
Principles of balance;
ORM-HS 28
General principles;
Aircraft locations;
Load planning;
General principles;
Messaging;
Filing;
NOTOC Summary;
Manuals;
Human factors.
Dangerous goods training for personnel with duties and/or responsibilities in load control
functions typically addresses general philosophy;
Limitations;
Pilot-in-command notification;
Emergency procedures.
5.8
ii)
Guidance
Training for personnel with duties and/or responsibilities in operational passenger handling
functions typically addresses subject areas such as:
ORM-HS 29
Dangerous goods training for personnel with duties and/or responsibilities in passenger handling
functions typically addresses:
5.9
General philosophy;
Limitations;
Emergency procedures.
ii)
Guidance
Training for personnel with duties and/or responsibilities in baggage handling functions typically
addresses subject areas such as:
Dangerous goods training for personnel with duties and/or responsibilities in baggage handling
functions typically addresses:
ORM-HS 30
General philosophy;
5.10
Pilot-in-command notification;
Emergency procedures.
ii)
Guidance
Training would be applicable to personnel that perform aircraft servicing and loading functions,
which typically include:
General loader;
Loading supervisor;
Training for personnel with duties and/or responsibilities in aircraft handling and loading functions
typically addresses subject areas such as:
Loading incompatibilities;
Handling of ULDs;
ORM-HS 31
Dangerous goods training for personnel with duties and/or responsibilities in aircraft handling and
loading functions typically addresses:
General philosophy;
Pilot-in-command notification;
Emergency procedures.
Complete training applicable to each type of access door operated at the station;
ii)
Are qualified to operate aircraft access doors in accordance with requirements of the
customer airline(s). (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.
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.
ORM-HS 32
5.11
Training for personnel with duties and/or responsibilities in aircraft ground movement functions
typically addresses subject areas such as:
Operation of equipment;
Aircraft marshalling
5.12
ii)
ORM-HS 33
5.13
ii)
ORM-HS 34
Security Management
6.1
Security Program
ORM-HS 6.1.1 The Provider shall have a security program that ensures security controls are
implemented at stations in accordance with the Security Program of the customer airline(s) and
the civil aviation security program of states where operations are conducted. (GM)
Guidance
Refer to the ITRM for the definition of Security Control and Security Program.
In conducting ground operations for customer airlines at a station, a provider is typically
responsible for the implementation of security controls in operations in accordance with the
respective Security Program of each customer airline.
ORM-HS 6.1.2 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 security program(s) as specified in ORM-HS 6.1.1. (GM)
Guidance
In order to manage the security program, an individuals qualifications would typically include
training and background experience that ensures the requisite knowledge in the principles of
security and the implementation of security controls.
ORM-HS 6.1.3 The Provider shall ensure the security program as specified in ORM-HS 6.1.1
includes a requirement for security controls to be in place at all stations to prevent personnel and
vehicles from unauthorized access into facilities and/or 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 provider does not always
accomplish the actual implementation of such controls. 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-HS 6.1.4 The Provider shall ensure the security program as specified in ORM-HS 6.1.1
includes procedures that require ground handling personnel performing functions in station
airside areas 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
ii)
ORM-HS 35
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.
ORM-HS 36
7.1
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 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)
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:
Aircraft servicing (includes catering, cleaning, potable water, toilet, external power);
Aircraft loading;
ORM-HS 37
Cargo handling;
Baggage handling;
Aircraft fuelling;
Aircraft de-/anti-icing.
Standard operating procedures Development of standard operating procedures for the operation
of GSE would typically involve the following or similar steps:
Selection of function;
Development of solution(s).
Pre-operation;
Operation;
Post-operation.
ORM-HS 7.3.2 The Provider shall ensure the GSE operation program as specified in ORM-HS
7.3.1 includes a procedure for GSE to be 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:
If the equipment is carrying a load, all locks, stops, rails or straps are fastened and are
securing the load.
Lights, signals;
Safety rails;
Stabilizers.
ORM-HS 38
ii)
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)
Taxiing aircraft;
ii)
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)
ORM-HS 39
8.1
ii)
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)
ORM-HS 40
8.3
Identification;
Inventory is tracked;
Accessibility is maintained;
ORM-HS 41
9.1
Supervision
ORM-HS 9.1.1 The Provider shall have a process to ensure all station operational activities,
including, if applicable, those outsourced to external ground service providers, are conducted
under the direct oversight of supervisory personnel. (GM)
Guidance
Guidance may be found in numerous chapters of the AHM.
ORM-HS 9.1.2 The Provider shall have processes to ensure station personnel that provide
oversight of operational activities as specified in ORM-HS 9.1.1, including, if applicable,
personnel of external ground service providers that conduct outsourced ground operations for the
Provider, complete training and are qualified to supervise ground operations.
9.2
9.3
ii)
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:
ORM-HS 42
Toilet waste;
GOSM Ed 2 Rev 0, January 2010
ORM-HS 9.4.2 The Provider shall have a FOD prevention program for implementation in station
airside areas where the Provider conducts aircraft handling or aircraft ground movement
operations for customer airlines. (GM)
Guidance
Refer to the ITRM for the definition of FOD (Foreign Object Damage).
The objective of a FOD prevention program is the elimination of conditions that could cause
damage to an aircraft.
Guidance may be found in AHM 635.
9.5
High winds;
Lightning;
Low visibility;
Ground icing.
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;
ORM-HS 43
Personnel Safety
ORM-HS 9.7.1 The Provider shall have a requirement and procedures that ensure station
ground handling personnel wear appropriate protective clothing or personal protective equipment
(PPE) when performing functions in airside operations. (GM)
Guidance
Refer to the Glossary in this manual for the definition of Personal Protective Equipment (PPE).
Protective clothing and PPE provides a defense against operational hazards that could threaten
the personal safety or health of ground handling personnel. Applicable clothing or PPE is typically
defined through risk assessment and/or required by regulation. Some examples of such
protection would include high visibility vests, hearing protection, gloves, safety shoes, safety
glasses and respirators.
Guidance may be found in AHM 630.
9.8
ORM-HS 44
10.1
Turnaround Plan
ORM-HS 10.1.1 If the Provider delivers aircraft turnaround coordination services at the station,
the Provider shall have an aircraft turnaround plan, which ensures, for all applicable aircraft
turnaround operations:
i)
ii)
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.
ORM-HS 45
ORM-HS 46
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
i)
Policies, systems, programs, processes, procedures and/or plans of the Provider are
administered and/or implemented;
ii)
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)
ORM-S 1
ii)
Guidance
Such individual is typically referred to as the station manager.
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)
ORM-S 2
Material management;
Spillage;
Waste disposal.
Materials specified above are typically those that would be used in day-to-day operations
(e.g. oil, hydraulic and other fluids). Emissions typically emanate from vehicles and ground
support equipment.
ORM-S 1.2.6 The Provider should have a policy that commits the station organization to the
prevention of pollution in all ground operations through implementation of an environmental
management system (EMS). Such system ensures:
i)
All activities, products and services that have the potential to significantly impact the
environment are identified;
ii)
through
training
and
the
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
(Intentionally open)
1.4
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.
ORM-S 3
Email, Internet;
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:
ORM-S 4
Provision of resources;
GOSM Ed 2 Rev 0, January 2010
Operational feedback;
Regulatory violations.
Output from the management review process would include decisions and actions related to:
Ensuring the provision of resources necessary to satisfy operational safety, security and
quality requirements.
Management review is a formal process, which means documentation in the form of meeting
schedules; agendas and minutes are produced and retained. Additionally, the output of the
management review process would include action plans for changes to be implemented within
the system where deemed appropriate.
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:
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:
Workplace location(s);
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)
ORM-S 5
(Intentionally open)
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)
The exercise of duties while under the influence of psychoactive substances is prohibited;
ii)
Guidance
Refer to the ITRM for the definition of Psychoactive Substances.
1.7
Risk Management
ORM-S 1.7.1
The Provider should have station risk management processes that ensure:
i)
Hazards with the potential to affect operational safety or security are identified;
ii)
ORM-S 6
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 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.
Guidance may be found in AHM 621.
ORM-S 1.7.2 The Provider should have processes for setting performance measures to validate
the effectiveness of risk controls in station operations. (GM)
Guidance
Refer to the ITRM for the definition of Performance Measure.
A performance measure, which is a short- or long-term objective, typically identifies a target
number or rate of occurrences in any operational area, and then tracks and compares the actual
performance against the target rate or number over a period of time (usually one year). Creation
of performance measures is typically an effective method for measuring operational performance
to determine if desired outcomes are being achieved, and for focusing attention on the
effectiveness of the organization in managing operational risks and maintaining compliance with
relevant requirements.
In addressing the safety and security of operations, meaningful measures typically focus on lower
level occurrences or conditions that are considered by the provider to be precursors to serious
events. Performance measures may be specific to a certain area of operations, or may be broad
and apply to the entire system.
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)
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.
GOSM Ed 2 Rev 0, January 2010
ORM-S 7
ORM-S 8
2.1
Documentation System
ORM-S 2.1.1 The Provider shall have a process to ensure documentation and/or data used
directly in the conduct or support of station ground operations is managed and controlled. (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-S 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.
ORM-S 2.1.2 If the Provider utilizes an electronic system for the management and control of
any documentation and/or data used directly in the conduct of station operations, the Provider
shall ensure the system provides for a scheduled generation of backup files for such
documentation and/or data. (GM)
Guidance
To preclude the loss of documents 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.
The retention period for electronic documents is typically in accordance with requirements defined
by applicable regulations and the provider.
To ensure retrieval of archived documents, applicable hardware and/or software is normally
retained after it has been replaced.
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
ORM-S 9
ii)
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)
ORM-S 10
Identification;
GOSM Ed 2 Rev 0, January 2010
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 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.
ORM-S 11
3.1
(Intentionally open)
3.2
(Intentionally open)
3.3
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)
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:
ORM-S 12
i)
ii)
(Intentionally open)
i)
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)
The customer airline(s) and relevant authorities are notified of the accident or incident;
ii)
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
(Intentionally open)
3.5
ii)
Identifying operational hazards for the application of risk assessment and control. (GM)
ORM-S 13
ii)
3.6
3.7
ORM-S 15
Aircraft chocks.
The process may include an evaluation of suppliers, with the selection of suppliers based on their
ability to supply products in accordance with the providers requirements and technical
specifications. Implementation of a rigorous receiving inspection process (or equivalent activity)
would also provide a means of verifying that operationally critical products meet specified
technical requirements prior to such products being put into service.
ORM-S 16
Event Response
4.1
ii)
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.
ORM-S 17
Fire;
Police;
Ambulance;
Rescue agencies;
Medical specialists;
Environmental agencies.
ORM-S 4.1.4 The Provider should ensure all personnel with responsibilities under the station
ERP are appropriately trained to execute applicable procedures. (GM)
Guidance
Ideally, a provider, when invited, would participate in emergency response planning and drills
conducted by the customer airline(s).
4.2
Fuel spill;
Aircraft fire;
Security incident.
ORM-S 19
5.1
ii)
ORM-S 20
5.2
5.3
(Intentionally open)
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)
ORM-S 21
(Intentionally open)
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)
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
ORM-S 22
(Intentionally open)
ORM-S 23
Security Management
6.1
Security Controls
ORM-S 6.1.1 The Provider shall have procedures that ensure station security controls are
implemented in accordance with:
i)
ii)
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.
ORM-S 24
Security Equipment
ORM-S 6.4.1 If the Provider operates equipment utilized for security screening or for the
implementation of other security controls at any station, the Provider shall ensure the testing
calibration of such equipment on a periodic basis. (GM)
Guidance
Guidance may be found in the IATA Security Manual (SM).
ORM-S 25
7.1
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:
If the equipment is carrying a load, all locks, stops, rails or straps are fastened and are
securing the load.
ORM-S 26
Lights, signals;
Safety rails;
Stabilizers.
i)
Only in designated station airside equipment parking areas when not in use;
ii)
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)
Taxiing aircraft;
ii)
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.
GOSM Ed 2 Rev 0, January 2010
ORM-S 27
ORM-S 28
i)
ii)
8.1
ii)
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
Identification;
Inventory is tracked;
Accessibility is maintained;
ORM-S 30
9.1
Supervision
ORM-S 9.1.1 The Provider shall have a process to ensure all station operational activities,
including, if applicable, those outsourced to external ground service providers, are conducted
under the direct oversight of supervisory personnel. (GM)
Guidance
Guidance may be found in numerous chapters of the AHM.
ORM-S 9.1.2 The Provider shall have processes to ensure station personnel that provide
oversight of operational activities as specified in ORM-S 9.1.1, including, if applicable, personnel
of external ground service providers that conduct outsourced ground operations for the Provider,
complete training and are qualified to supervise ground operations.
9.2
9.3
ii)
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
ORM-S 9.4.2 The Provider shall have a FOD prevention program for implementation in station
airside areas where the Provider conducts aircraft handling or aircraft ground movement
operations for customer airlines. (GM)
Guidance
Refer to the ITRM for the definition of FOD (Foreign Object Damage).
The objective of a FOD prevention program is the elimination of conditions that could cause
damage to an aircraft.
Guidance may be found in AHM 635.
9.5
High winds;
Lightning;
Low visibility;
Ground icing.
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;
ORM-S 32
Personnel Safety
ORM-S 9.7.1 The Provider shall have a requirement and procedures that ensure station
ground handling personnel wear appropriate protective clothing or personal protective equipment
(PPE) when performing functions in airside operations. (GM)
Guidance
Refer to the Glossary in this manual for the definition of Personal Protective Equipment (PPE).
Protective clothing and PPE provides a defense against operational hazards that could threaten
the personal safety or health of ground handling personnel. Applicable clothing or PPE is typically
defined through risk assessment and/or required by regulation. Some examples of such
protection would include high visibility vests, hearing protection, gloves, safety shoes, safety
glasses and respirators.
Guidance may be found in AHM 630.
9.8
ORM-S 33
10.1
Turnaround Plan
ORM-S 10.1.1
If the Provider delivers aircraft turnaround coordination services at the station,
the Provider shall have an aircraft turnaround plan, which ensures, for all applicable aircraft
turnaround operations:
i)
ii)
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
Load planning;
Weight and balance calculation;
Aircraft loading supervision;
Checking and finalization of the Loadsheet and other loading documents;
This section (LOD) is utilized for the audit of a station where load control operations are conducted.
The Auditor will determine individual provisions that may not be applicable to a specific Provider.
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
General
LOD 1.1.1 The Provider shall have procedures to ensure any verbal exchange of load
information or data that could affect aircraft weight and balance calculations is:
i)
ii)
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)
LOD 1.1.3
(Intentionally open)
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)
Training and qualification records for personnel that perform load control functions;
ii)
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
(Intentionally open)
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;
Planned deadload;
Aircraft limitations;
LOD 2
ii)
A weight calculation that does not exceed the structural limits of the aircraft type;
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
(Intentionally open)
LOD 1.3.3
The Provider shall have a process to ensure weight and balance calculations:
i)
ii)
Consider limitations defined by the manufacturer and/or imposed by the customer airline;
LOD 3
Bulk load;
ii)
ULDs;
(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)
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)
Loading instructions;
ii)
ii)
1.5
In the event the NOTOC is of such a size as to make in-flight radiotelephony transmission
impracticable in an emergency situation, a summary of the information is typically provided to the
PIC (NOTOC Summary), which contains at least the quantities and class or division of dangerous
goods in each cargo compartment.
Additional guidance may be found in DGR Section 9.5 and AHM 381.
LOD 5
Loadsheet
LOD 1.6.1 The Provider shall have procedures in accordance with requirements of the
customer airline(s) to produce and issue to the PIC prior to flight departure a manually or
electronically generated Loadsheet that:
i)
Has been crosschecked against the LIR and other information relative to the actual
aircraft load;
ii)
Presents accurate load information, to include weight data and distribution of the load
within the aircraft. (GM)
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
(Intentionally open)
LOD 1.8.2 The Provider shall have procedures in accordance with requirements of the
customer airline(s) for the manual or automatic production of a report or message that contains
the information and data associated with the ULDs and total bulk load onboard each flight. (GM)
Guidance
The ULD/Bulk Load Weight Signal (UWS), which may be generated manually or automatically, is
typically used as the format for the report or message. A UWS may contain provisional and/or
actual load information or data.
Guidance may be found in AHM 581.
LOD 1.8.3 The Provider shall have procedures in accordance with requirements of the
customer airline(s) for the production and transmission of a load message (LDM) in a standard
format for each applicable flight. (GM)
Guidance
An LDM would normally be produced for departing flights with a transit stop to provide the transit
station with advance information about the part of a load that will continue beyond that station on
the same aircraft. However, customer airlines might also require production of an LDM for flights
without transit stops.
A load message would not be required for a departing point-to-point flight or the last segment of a
multi-segment flight, except for a wide-body all-cargo aircraft flight.
Guidance may be found in AHM 583.
LOD 1.8.4 The Provider shall have a procedure in accordance with requirements of the
customer airline(s) for the production and transmission of a ULD Control Message (UCM) in a
standard format for each applicable flight. (GM)
Guidance
Guidance may be found in AHM 422 and 424.
LOD 1.8.5 The Provider shall have a procedure in accordance with requirements of the
customer airline(s) for the production and transmission of a container/pallet distribution message
in a standard format for each applicable flight in aircraft equipped with ULDs. (GM)
Guidance
Guidance may be found in AHM 587.
LOD 1.8.6 The Provider shall have procedures in accordance with requirements of the
customer airline(s) for the production and transmission of the following messages in a standard
format:
i)
ii)
LOD 7
Guidance
Guidance may be found in AHM 423, 780, and 781.
LOD 8
This section (PAX) is utilized for the audit of a station where passenger handling operations are
conducted.
The Auditor will determine individual provisions that may not be applicable to a specific Provider.
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
General
PAX 1.1.1 The Provider shall have procedures for the transfer of information and data to the
load control office to ensure passengers, carry-on baggage and other items loaded onto the
aircraft as part of passenger handling operations are accounted for in the load control process.
(GM)
Guidance
Procedures would typically address the types and methods of communication necessary to
ensure effective coordination between passenger handling personnel and the load control office
in the transfer of information associated with:
1.2
PAX 1
ii)
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:
PAX 2
i)
Have a baggage tag and/or label that indicates the final destination;
ii)
Are accounted for in the load control process as checked baggage. (GM)
(Intentionally open)
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:
PAX 3
(Intentionally open)
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)
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)
Guidance
Guidance may be found in AHM 051.
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
An authorized and duly qualified person has determined any weapon to be boarded is not
loaded;
ii)
The weapon is stowed in a place that is inaccessible to any unauthorized person during
flight. (GM)
Guidance
Ammunition is typically treated as a weapon.
Guidance may be found in SM 5.3.
1.6
ii)
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 required to travel because they have been the subject of judicial or
administrative proceedings (e.g. deportees. illegal immigrants), as well as inadmissible
passengers.
(Intentionally open)
PAX 5
1.7
(Intentionally open)
1.8
Aircraft Access*
* If passenger handling personnel operate aircraft access doors, refer to Section 6 of this manual
(HDL), Subsection 1.2, for provisions that are applicable to the operation of such doors.
1.9
PAX 6
Note: Aircraft loading, to include hold baggage loading, is addressed in Section 5 (HDL).
This section (BAG) is utilized for the audit of a station where baggage handling operations are
conducted.
The Auditor will determine individual provisions that may not be applicable to a specific Provider.
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
General
BAG 1.1.1 The Provider shall have procedures for the transfer of information and data to the
load control office to ensure all baggage loaded onto the aircraft is accounted for in the load
control process. (GM)
Guidance
Procedures typically address the types and methods of communication necessary to ensure
effective coordination between baggage handling personnel and the load control office.
BAG 1.1.2
(Intentionally open)
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
Items that have been removed from the possession of a passenger by security personnel
that are conditionally acceptable for carriage in the aircraft hold;
ii)
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)
An evaluation is conducted to identify and prevent from transport any other baggage or
equipment that has become contaminated by such leakage;
ii)
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:
BAG 2
i)
ii)
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)
The Provider loads baggage into the aircraft, departure of the aircraft transporting the
baggage; or
ii)
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)
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
This section (HDL) is utilized for the audit of a station where aircraft handling and loading operations are
conducted.
The Auditor will determine individual provisions that may not be applicable to a specific Provider.
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
General
HDL 1.1.1 The Provider shall have procedures that ensure aircraft loading information and
data, to include the Load Instruction/Report (LIR), are accurately transferred to the load control
office. (GM)
Guidance
Effective procedures for the transfer of information and data are critical to ensuring an effective
load control process. Procedures typically address all types and methods of communication
necessary to ensure effective coordination between aircraft loading personnel, particularly the
loading supervisor, and the load control office.
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
(Intentionally open)
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)
Doors are operated in accordance with the technical specifications of the aircraft original
equipment manufacturer (OEM) and/or the customer airline;
ii)
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:
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
Operate the door in accordance with the technical specifications of the aircraft original
equipment manufacturer (OEM) and/or the customer airline;
ii)
Before the door is closed, conduct an exterior inspection for obstructions that could
hinder door closure;
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;
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)
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
HDL 4
(Intentionally open)
ii)
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)
Approaches the aircraft on a path parallel to the side of the aircraft fuselage;
(Intentionally open)
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)
HDL 5
If the equipment is not fitted with external emergency controls, remains in the operating
position and in control of the equipment. (GM)
Guidance
Guidance may be found in AHM 630.
HDL 1.3.13
The Provider shall have procedures to ensure GSE, when positioned at the aircraft:
i)
ii)
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:
The Provider shall have procedures to ensure GSE, when positioned at the aircraft,
i)
ii)
Prevent or obstruct the movement of a fuelling vehicle away from the aircraft;
HDL 6
Ground handling personnel are aware of the aircraft exits that have been designated for
emergency evacuation;
ii)
The area beneath such exits is kept clear of GSE and/or other obstructions. (GM)
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)
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
ii)
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)
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)
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)
Minimizes or eliminates gaps in the walking surfaces of the aircraft and equipment;
ii)
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
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)
Aircraft protection;
ii)
ii)
HDL 9
ii)
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)
HDL 10
Aircraft are parked only in secure areas within an airport operating area;
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
2.1
Loading Management
HDL 2.1.1
i)
ii)
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:
Inadequate tie-down and failure to fasten separation nets and door nets;
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
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)
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
Dangerous Goods
HDL 2.3.1 The Provider shall have procedures for aircraft loading to ensure dangerous goods
are handled and secured or stowed in a manner that:
i)
Prevents damage to packages and containers during aircraft loading and unloading;
ii)
Provides for separation and segregation of packages on the aircraft to prevent interaction
in the event of leakage;
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)
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)
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
(Intentionally open)
The Provider shall have procedures to ensure ULDs, when loaded into an aircraft:
i)
Are guided into position by side rails and/or stops, locks or guides;
ii)
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
General
General Guidance
Refer to the ITRM for the definition of Aircraft Ground Movement.
AGM 1.1.1 The Provider shall have procedures to ensure the equipment utilized for aircraft
ground movement is suitable for the specific operation to be conducted, and takes into account:
i)
ii)
Weather conditions;
ii)
AGM 1
ii)
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 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
Aircraft type;
ii)
Infrastructure;
ii)
Guidance
Guidance may be found in AHM 631.
1.2
ii)
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)
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)
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)
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:
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)
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
Clearance to approach the aircraft has been received from a responsible person.
Under certain circumstances (e.g. APU and GPU inoperative), engines might remain running for a
period of time after the aircraft is parked. Procedures would normally address such exceptions to
ensure the safety of personnel when positioning chocks with an engine running.
Procedures also typically specify that chocks are positioned:
Parallel to the wheel axel and only lightly touching the tires.
ii)
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)
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)
Is correctly installed prior to connecting the towbar or towbarless tractor to the aircraft
nose gear;
ii)
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
When connecting a towbar to the aircraft nose gear assembly, the towbar is detached
from the tractor first;
When connecting a towbar to the tractor, personnel face the tractor and, if feasible, have
both legs on the same side of the towbar (i.e. not straddling the towbar).
(Intentionally open)
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)
AGM 8
(Intentionally open)
Pushback Operations
AGM 2.1.20 The Provider shall have procedures for aircraft pushback operations to ensure, prior
to lifting the aircraft nose wheels with a towbarless tractor:
i)
Ground support equipment, including the passenger boarding bridge, is removed from the
aircraft;
ii)
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)
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;
ii)
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
ii)
AGM 10
(Intentionally open)
Towing Operations
AGM 2.1.33 The Provider shall have procedures for aircraft towing to ensure:
i)
ii)
Aircraft hydraulic brake system pressure is available during the towing operation;
ii)
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:
AGM 13
AGM 14
4.1
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:
Surface conditions;
Noise levels;
Maneuvering space.
ii)
AGM 15
Terminates the rearward movement of the aircraft with a come straight ahead signal;
ii)
Provides a stop signal only after the aircraft has achieved forward movement. (GM)
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
General
CGM 1.1.1 The Provider shall have communication procedures for the transfer of information
and data to the load control office to ensure all cargo, mail and stores (supplies) loaded onto the
aircraft is accounted for in the load control process. (GM)
Guidance
Refer to the ITRM for the definition of Cargo.
Procedures typically address the types and methods of communication necessary to ensure
effective coordination between cargo handling personnel and the load control office.
CGM 1.1.2 1.1.3
(Intentionally open)
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:
Interline cargo also typically complies with requirements of the receiving airline(s).
GOSM Ed 2 Rev 0, January 2010
CGM 1
ii)
If determined not fit for transport, such cargo is removed from the aircraft, ULD, the
shipment, or normal storage area, as applicable;
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)
Documentation is in accordance with requirements for shipments of radioactive and nonradioactive material;
ii)
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;
CGM 2
ii)
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)
CGM 3
ii)
Is safely removed from the ULD (other transport device) by the Provider or other relevant
authority, and safe disposal arranged;
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)
CGM 4
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:
1.3
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;
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;
Where applicable, an indication the dangerous goods are being carried under a state
exemption;
CGM 5
1.4
1.5
CGM 6
Cargo Security
2.1
Facilities
CGM 2.1.1 The Provider shall have a process in accordance with the Providers security
program to ensure security controls are in place to prevent personnel and vehicles from
unauthorized access into station facilities and areas where the Provider conducts cargo handling
operations for customer airlines. (GM)
Guidance
A provider would normally conduct cargo handling operations for customer airlines only in
facilities or areas where adequate security controls are in place, although in most cases the
actual implementation of such controls is not 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.
CGM 2.1.2 (Intentionally open)
CGM 2.1.3 The Provider shall have procedures to ensure cargo that is stored until it can be
forwarded or delivered is retained in secure storage areas within cargo terminals or other cargo
handling facilities. (GM)
Guidance
A secure storage area is structured or configured to preclude any occurrence of unauthorized
interference, and could be under surveillance utilizing various methods (e.g. guards, CCTV).
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)
CGM 7
ii)
Guidance
Guidance may be found in the IATA Security Manual.
CGM 2.2.7 2.2.9
(Intentionally open)
The application of security controls has been accounted for by a Regulated Agent; or
ii)
Such shipments have been subjected to appropriate security controls through a known
shipper program. (GM)
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)
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)
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).
CGM 9
CGM 10
Printed in Canada