Standard Ground Handling Agreement

Heru Legowo, SE, MM

STMT - Trisakti
 INTEGRATED EFFORT
Prior to each flight there are hundreds of people who worked for months, weeks and
days to ensure the safe conduction of the flight. However around 90 minutes before
the ETD (estimated time of departure) of the flight all task previously conducted
must be integrated.

All the information collected in the checking counters about the number of
passengers, the weight of the baggage and the cargo expected in the flight, is sent in
timely manner prior to the flight, to the personnel working in the ramp to ensure
the loading of the aircraft is performed in a safe way.

The ramp services in the airport must work coordinated as in a Formula 1 race, to
have all the services in place during the scheduled aircraft turnaround time.
Unloading, loading, fueling, electrical supply and other ground services work in
coordinated way during a very short period of time.

At the same time the flight must be planned in accordance with international
regulations and company requirements and communicated to the ATC Center,
responsible for the safe operations of the flight on the ground and in the air.

2
 INTEGRATED EFFORT
Engineers and mechanics carry out multiple checks once the aircraft is at gate, prior
to the next departure.

On board, flight attendants are responsible for the safety but also the service to
passengers on board. Prior the boarding the flight attendants will attend a briefing to
discuss and refresh safety related matters. Once on board before the boarding of
the pasengers, flight attendants must check and confirm all necessary emergency
equipment and some others comfort necessities for the flight.

The pilots need more than one hour to check, filter, verify and double check all the
information available, assembling it into a unified and safe overall plan to transport
passengers to destination safely.

In summary, the minutes amd hours prior to the departure of each flight is the
integration of multiple tasks that will ensure passengers safety and customer
satisfaction.

3
 HUBUNGAN KERJA
IATA Safety Audit for Standard Ground
Ground Operations Handling Agreement

SGHA
ISAGO SLA Service Level
Agreement

Ground
Support
Equipment
GSE GH AVSEC
Aviation
Security

SDM ASM
GOM Airside Safety
Management
Ground Handling
Operations Manual
[email protected] 4
 Standard Operating Procedures
o IATA AHM (Airport Handling Manual)
o IATA SGHA (Standard Ground Handling Manual) :
SGHA 1998 & 2004 : 14 sections

SGHA 2008 & 2013 : 8 sections

o IATA GOM (Ground Handling Operations Manual)

o SLA : Service Level Agreement
o GOM : Ground Handling Operations Manual
o ISAGO : IATA Standard Audit For Ground Operations
o ASM : Airside Safety Management

[email protected] 5
 Perjanjian Pelaksanaan Pekerjaan
o Semula airline memiliki Unit tersendiri untuk melayani operasi
pesawat di darat (ground handling).
o Demi efisiensi, semua atau sebagian pekerjaan tersebut
dilimpahkan kepada Ground Handling Service Provider (GSP).
o IATA mengeluarkan peraturan tentang tatacara dan aturan dalam
menjalankan pelayanan ground handling yaitu : AHM (Airport
Handling Manual).
o IATA juga membuat standar ikatan kerjasama antara airline dengan
GSP disebut Standard Ground Handling Agreement (SGHA).
o SGHA berupa pengelompokan jenis-jenis pelayanan (section service)
GSP kepada airline.
o SGHA pada prinsipnya adalah hasil kesepakatan Pelaksanaan
Pekerjaan Pelayanan Darat, antara Airline dengan GSP.

[email protected] 6
 Purpose
The purpose of this service standard and performance
target is to ensure :
Agreed services and standards are implemented
Achieving on time performance
Prioritize safety and security of passengers, baggage
and cargo.
Avoiding unnecessary cost that may incur to both
parties due to poor standard services performed by
the Ground Handling Company.

7
 Responsibility
The handling company is principally responsible for carrying out the
agreed services in the SGHA according to the carriers standards and
in compliance with the standard and target herein.

The handling company shall ensure that all staff concerned is

informed about the service standard and performance target mentioned
hereafter. In case of supplementary instructions, a Handling
Information Notice (HIN) will be issued by the carrier to the handling
company.

An acknowledgement receipt by the staff is required within 7 (seven)

days of receipt of the HIN. This HIN will be disseminated by the
handling company to its staff.

8
 Repeat Offenses
o Repeated non-compliance (3 same cases within one
month period) to service standards shall be dealt with
seriously.

o The handling company shall be subjected to a strict

performance review and evaluation whether service
continuity or sustained partnership will still benefit the
Carrier.

o Otherwise, subject to formal notice, termination of the

SGHA shall be executed.

9
 Performance Review
Standard Performance Review will be conducted on
monthly basis on each station between the Carrier and
the Ground Handling Company. Both parties will agree
on the monthly performance report of the station.

Any cost occurs due to Ground Handling negligence

will be covered by the Ground Handling.

10
 SGHA 1998 & 2004 : 14 Sections
1. Representation And Accommodation
2. Load Control, Communication and Departure Control System
3. Unit Load Device (ULD) Control
4. Passengers And Baggage
5. Cargo & Post Office Mail
6. Ramp
7. Aircraft Servicing
8. Fuel And Oil
9. Aircraft Maintenance
10. Flight Operation And Crew Administration
11. Surface Transport
12. Catering Services
13. Supervision And Administration
14. Aviation Security
[email protected] 11
 SGHA 2008 & 2013 : 8 Sections
1. Representation, Administration And Supervision
2. Passenger Services
3. Ramp Services
4. Load Control, Communications And Flight Operations
5. Cargo And Mail Services
6. Support Services
7. Security
8. Aircraft Maintenance

[email protected] 12
 Section 1
Representa
tion, Adm &
Section 8 Supervision Section 2
Aircraft
Passenger
Interior
Service
Cleaning

Section 7
SGHA Section 3
Ramp
Security
2008 Service

Section 4
Section 6 Load
Support Control
Service & Flight
Section 5 Ops
Cargo &
Mail Service
13
 Peraturan Pelaksanaan Pelayanan GH

o Airline sebagai principal dan GSP sebagai agen.

o GSP mewakili brand airline, sehingga pelayanannya harus sesuai dengan
tata cara, prosedur, identitas, budaya dan kebijakan ailine yang dilayani.
o Petugas dari GSP mendapat pelatihan dari airline materinya : airline
product, knowledge, sistem kerja, budaya perusahaan airline dan teknis
pelayanan pesawat
o Beberapa diklat operasional : Flight Operation Officer (FOO), Ground
Support Equipment 9GSE), Dangerous Good Regulation (DGR), Type
Rating Course, Avsec dsbnya.
o Petugas mesti sehat jasmani & rohani, tidak terkena narkoba, tidak
meng-kosumi alkohol dsbnya.

[email protected] 14
 Diskusi T & J
1. Apakah yang dimaksud dengan Standard Ground Handling Agreement (SGHA)?
2. Mengapa harus dibuat dokumen SGHA tersebut? Jelaskan
3. Hal-hal apa sajakah yang menjadi pokok bahasan dalam SGHA? Jelaskan.
4. Mengapa faktor safety tidak boleh dikorbankan dalam SGHA? Jelaskan.
5. Bagaimana cara menghadapi kompetisi yang dilakukan GH Service provider?
6. Mengapa antara service yang diberikan GH dan ekspektasi airline mesti dibahas dan
disepakati bersama?
7. Negosiasi antara airline dan GH Provider sangat penting dilakukan. Mengapa? Jelaskan.
8. Mengapa pelayanan yang tidak memenuhi standar sesuai SGHA, harus dihindari?
Uraikan dengan ringkas.
9. Apa yang dimaksud dengan :
Handling Information Notice.
Turnround flight.
Safety performance.
Standard requirement.
Compliance.

15
 Service Level per Flight
(measured and applied on monthly basis)
NO ACTIVITY STANDARD SERVICE TARGET

Depend on passenger load, average 2 (two)

Number of check in
1 counters manned by check in agent and 1 99%
counters
(one) service desk manned by an agent
Opening check in
2 2 hrs before STD 99%
counter
Closing of check in
3 Open 45 minutes befor STD 99%
counter
Gate staff Average 1 (one) staff and assisted by 1
4 99%
availability (one) check in staff

Opening and closing Open 45 minutes before STD and closed 15

5 99%
Gate Boarding Room minutes before STD

Staff Qualification Staff qualified to handle flight and Hold

6 100%
and Licences valid licenses issued by Indonesian DGCA.

16
 Service Level per Flight
(measured and applied on monthly basis)
NO ACTIVITY STANDARD SERVICE TARGET

Average 1 staff attending the arrival of aircraft.

7 Arrival staff availability Staff must check baggage and tag to avoid 99%
wrongly taken bag by passenger

Flight Coordinator or Ground

Person In Charge or
8 Departure Control Available at all time during the flight 99%
(coordinating all GH handling
activities)
Adequate porters and baggage carts. Must
Baggage Make Up area, both
9 have control document to avoid baggage 99%
build up and break down
mishandling.
Adequate porters for loading/unloading
Loading / unloading process
baggage and cargo. Porters to help the ramp
10 and ramp activity at Aircraft 99%
activities (passengers steps and conveyor belts
site
positioning)
Manufacturer's recommendation and endorse
11 Ground Support Equipment by Indonesia DGC proven with valid 100%
certification.

[email protected]
17
 Performance Target
(measured and applied on monthly basis)
NO SITUATION STANDARD TARGET

Maximum avoidable
No controllable delay due to handling
Departure flight on normal delay caused by GH is
1 company's negligence. Flight must be
condition 1.5% from total flight
departed max 5 minutes after STD.
handled

Check in counter open and Open 120 minutes before STD, closed
2 99%
cosed 45 minutes before STD

Boarding gate open and Open 45 minutes before STD, closed 15

3 99%
closed minutes before STD

To achieve ancillary revenue target

4 Ancillary Revenue target (excess baggage, seat assignmeng, 99%
tivket sales, etc)

Maxi 1 complaint per

5 Soft Skill on staff Courteous and polite to passengers
10.000 pax handled

[email protected]
18
 Rate Additional Man Power and
Equipments
NO SERVICES RATE REMARKS

MOTORIZED EQUIPMENT

Per additional usage, including

1 Aircraft Towing Tractor IDR
towbar

Apron bus, min 50

2 IDR. Per trip
passengers capacity

Ground Power Unit, min 45

3 IDR. Per 30 minutes
Kva

4 Engine Dtarter Unit (GTC) IDR. Per start

5 Air Conditioning Unit IDR. Per 30 minutes

[email protected]
19
 Rate Additional Man Power and
Equipments
NO SERVICES RATE REMARKS

SERVICE ON RAMP

1 Potable water service IDR.

2 Lavatory Service IDR. Drained, flush and fill in.

SERVICE ON RAMP

1 Wheel chair Per service, including the equipment

2 Additional Security Guard Per man hour

[email protected]
20
ACCIDENTS

21
ACCIDENTS

22
ACCIDENTS

23
ACCIDENTS

24
ACCIDENTS

25
26
 DCS Broke Down
Amadeus, the Spanish travel technology that provides the
software, confirmed a "network issue" had been causing
disruption.
In a statement at shortly before 2.30pm, it said: "Amadeus
can confirm that our systems are recovered and are now
functioning normally.
"During the morning, we experienced a network issue that
caused disruption to some of our systems. As a result of the
incident, customers experienced disruption to certain
services.
"Our technical teams took immediate action to identify the
cause of the issue and mitigate against the impact on
customers. Amadeus regrets any inconvenience caused to
customers."
27
System Broke Down

28
System Broke Down

29
[email protected] 30
 Pertanyaan Evaluasi
1. Apa yang dimaksud dengan SGHA? Jelaskan
2. Apa pula yang dimaksud dengan SLA? Jelaskan dengan ringkas
3. Mengapa IATA harus menetapkan AHM, SGHA & IGOM? Jelaskan
4. Apa perbedaan antara SGHA & SLA? Jelaskan dalam praktek pekerjaan
GH Service Provider (GSP).
5. Bagaimana GH Service Provider menjalankan kontrak kerjanya dengan
Airline yang dilayaninya?
6. Mengapa pihak Pengelola Bandara mensyaratkan GSP untuk memiliki
SDM dan peralatan kerja yang memadai? Jelaskan.
7. Uraikan dengan ringkas proses kerja dari GH Service Provider : Pre Flight
dan Post Flight.

[email protected] 31
Load Control Process
PESAWAT

Cross Check
LMCs

Flight Fueling Loading Load

Instruction NOTOC
Plan Order Sheet
Report

LDM/CPM to
Flight Load next station
Planning Control
Transit/Load
System Office LDM/CPM
Flight
Dispatch
Baggage
Cargo Office
Mail Sorters
Warehouse Warehouse
Check In Check In
Load/Transfer Load/Transfer
Cargo Mail Load Pax Load Baggage
Transfer Transfer
Pax Baggage
[email protected] 32
 Aircraft
Departure Flight
Handling Load Control
Control Operatipn

Transfer
PESAWAT Desk
Load
Master

Ramp
Cargo GSE Teknik Fuel Boarding
Dispat- Catering Security
Officer Operator Pesawat Company Gate
cher

Cleaner Porter
Cargo
Warehouse
Baggage Baggage
breakdown Make up
Cargo Cargo
Acceptance Delivery Arrival Hall Check In

[email protected] 33
Out Terminal PAX