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GROUND SERVICES

OPERATION MANUAL

Issued No (04) March -2010

GROUND SERVICES

OPERATION MANUAL

Issued No (04) March -2010

Abbreviation list GS SBU QMR TQM PAX SVCS IATA ISAGO IOSA SVA GRH OMS STM LOD BAG HDL AGM MD SQMR Ground Services strategic business Unit quality management representative total quality management Passenger handling services International Air Transport Association IATA Safety Audit of Ground Operations IATA Operational Safety Audit Saudi Arabian Airlines AIRCRAFT GROUND HANDLING organization management system station management system load control BAGGAGE HANDLING AIRCRAFT HANDLING AND LOADING AIRCRAFT GROUND MOVEMENT Managing Director Site quality management representative

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 0. Table of Contents Date: March 2010 Chapter 00 Page 1 of 1

CHAPTER 0 1 2 3 4 5 6 7 8 9 10 11 12 13

T Table of Contents Manual Control

Station Quality management System Responsibilities (Job Functions) Load Control Passenger handling Baggage Handling Aircraft Ground Movement GSE & ULD Control Medical Lift Operation Fleet Services Storage Audio Video Handling Appendix

GS OPERATION MANUAL
Issued by: JEDGS-Had Control 03 Approved by: JEDGS-H Effective March 2010 1. Manual Control 1.1 Date: March 2010 Chapter 01 Page 1 of 4

Administration of the Ground Services GS OPERATION MANUAL: (STM 2.2.1)

1.1.1

The original (Hard Copy) will be issued by the TQM Manger, reviewed by GMs Ground Services, GM Operation, Local Stations Manger, and approved by the MD.

1.1.2

Control copy (Softcopy) of the GS OPERATION MANUAL (PDF File) will be up loaded at GS website (www.saudiags.com portal) by TQM QMR.

1.1.3

The TQM QMR is responsible for the administration of the GS OPERATION MANUAL, and

1.1.4

He will update revisions (if any) of this Manual, re-upload updated revision at GS website (www.saudiags.com portal) as softcopy (PDF file), and modified the Record of changes from in this manual.

1.1.5

IOC will be issue from TQM QMR to the personnel detailed in the Distribution list at the end of this chapter, in order to inform them for issue or updated revision (if any).

1.1.6

Acknowledgment of aware should be collecting and maintaining from the personnel detailed in the distribution list.

1.1.7

Amendments (if any) will be recording at the table of Record of Changes at the end of this Chapter.

1.2

Any changes require, Change Note Request form (Appendix 1), to be filled up and forwarded to TQM QMR for editing, reviewed by GM Operation, Local Stations Manger, issued by TQM Manger, and approved by the MD.

1.3

To contact TQM and Operation Management, and QMR (Appendix 8)

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GS OPERATION MANUAL
Issued by: JEDGS-Q Control 03 Approved by: JEDGS-H Effective March 2010 1. Manual Control 1.4
# Original 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Date: 01-Mar-07 Chapter 01 Page 2 of 4

DISTRIBUTION LIST :
Concerned Code JEDGS-Qd JEDGS-H JEDGS-O JEDGS-Q JEDGS-I JEDGS-C JEDGS-V JEDGS-S JEDGS-P JEDGS-LO JEDGS-K JEDGS-R JEDGS-Kp JEDGS-Kt RUHGS-K RUHGS-R RUHGS-K DMMGS-K DMMGS-R DMMGS-Kp DMMGS-Kt MEDGS-K MEDGS-R MEDGS-Kp MEDGS-Kt Registered Concerned TQM (QMR) (Custodian of the hardcopy) M.D GS Strategic Unit Office G.M. Operations Total Quality Management Manger Chief Human Resources Chief Finance Information Technology Manager Chief MKTG. & Sales Procurement Manager Manager Local Stations GM Ground Services Operation Manager PAX SVCS Manager Traffic Control Manager GM Ground Services Chief Operation PAX SVCS & Traffic Control Managers Chief Ground Services Operation Manager PAX SVCS Manager Traffic Control Manager Chief Ground Services Operation Manager PAX SVCS Manager Traffic Control Manager Location JED- HQ JED- HQ JED- HQ JED- HQ JED- HQ JED- HQ JED- HQ JED- HQ JED- HQ JED- HQ JED Station JED Station JED Station JED Station RUH Station RUH Station RUH Station DMM Station DMM Station DMM Station DMM Station MED Station MED Station MED Station MED Station

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GS OPERATION MANUAL
Issued by: JEDGS-Q Control 03 Approved by: JEDGS-H Effective March 2010 1. Manual Control DISTRIBUTION LIST (Cont):
Copy No 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 Code Holder AHBGS-K ELQGS-K GIZGS-K TUUGS-K HASGS-K TIFGS-K YNBGS-K ABTGS-K URYGS-K HOFGS-K BHHGS-K SWHGS-K AJFGS-K AQIGS-K RAEGS-K DWDGS-K HBTGS-K EAMGS-K RAHGS-K TUIGS-K WAEGS-K EJHGS-K Registered Holder GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head GS Station Head Location AHB Station ELQ Station GIZ Station TUU Station HAS Station TIF Station YNB Station ABT Station URY Station HOF Station BHH Station SWH Station AJF Station AQI Station RAE Station DWD Station HBT Station EAM Station RAH Station TUI Station WAE Station EJH Station

Date: 01-Mar-07 Chapter 01 Page 3 of 4

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GS OPERATION MANUAL
Issued by: JEDGS-Q Control 03 Approved by: JEDGS-H Effective March 2010 1. Manual Control 1.5 RECORD OF CHANGES
Old Page(s) No. Old Control No.

Date: March 2010 Chapter 01 Page 4 of 4

Change Old Note Chapter Request No. No.

Description of changes

01

ALL

ALL

00

1. New control authorization 2. Add new concerns in the distribution list 3. Add station quality management system 4. Add responsibilities (job function) 5. Add LOD, PAX, and AGM. 6. Update BAG, GSE & ULDs Control, Medical lift Operation, Feet Services, Storage, headsets & Audio Video handling, and appendixes. Update manual requirements according to ISAGO standard

02

ALL Ch. 2 , 5 and 6

ALL

01

03

02

Update following clauses according to ISAGO standards by consultant company : 2.10.8 , 2.16.6 , 5.3.b.3 , 5.3.c , 5.4.3.c.4 & 6 , 6.3.5.p And ISO 9001:2008

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 02 Page 1 of 88

2. Station Quality Management System

Chapter Two Contents


Purpose General Scope of Operational System GS Operational Departments overview Work instructions External Document Control Management commitment Customer focus Planning Quality management system planning Responsibility, authority and communication Internal communication Station Management review Provision of resources Equipment utilization (GSE) GSE Position & Parking Glossary Measurement, Analysis and Improvement Management field visit system Monitoring and measurement Customer Satisfaction Internal Audit Analysis of data Improvement Risk management Safety program Operational Risk assessment management process Emergency Response Plan ERP Rehearsal Aircraft Evacuation Procedure Fire emergency response Procedure Dangerous Good Procedure Station Security Program Security Control at Airport Security Threat Procedure Security Threat Measure Contingency Plan Security Investigation Process Security Notification Procedure Spillage Response Procedure FOD Program

Sequence of approach of vehicle/equipment for aircraft Safety Precaution guidelines


Movement on The Ramp Open Report (Employee Notification Report) Human resources Infrastructure Work environment External Whether Encounter Planning of Service realization Customer-related processes Purchasing Service Provision Associated References

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 02 Page 2 of 88

2. Station Quality Management System 2.1 Purpose :

This GS OPERATION MANUAL is interpretation of the model for: (STM 1.1.1):-

(GRH 1.1.1)

To complement GS Corporate Quality Manual in defining the scope of station


activities, policies, procedures, system, instructions, guidance, etc. and address all applied standards, and/or refer to relevant documentations.

Ensure the compatibility of Operational activity of GS at stations with


applicable requirements contained in ISO9001:2008, IOSA, ISAGO standards, and others airport authority, customer airlines and Saudi Arabia Airline published standards, policies, and procedures related to safety and security where ground operation are performed.

To utilize Saudi Arabian Airlines manuals as applicable, in carrying out Ground


2.2 2.2.1 2.2.2 2.2.3 Services functions unless otherwise specified by customer airlines.(PAX 1.1.2) The General Scope of Operational system will cover (STM 1.1.1):GS Station levels of management that ensures control of ground operations conducted system wide at all stations. GS Management system at all stations that include safety & security where ground services operations performed. Ensures that GS OPERATION MANUAL and associated references internal/external documented manual shall address customer satisfaction through the effective application of this system including those processes that address continuous improvements. Covered all GS operations where ground operation are performed for customer airlines (i.e. Saudi airlines, VIP flights, Foreign Airlines, etc.). Scope of Operational Functions will cover :
JED RUH DMM MED Local Stations

2.2.4 2.2.5

Functions and/or Services Provided

Load Control
load planning worksheet; weight and balance pre-calculation; Loading Instruction/Report (LIR);
YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES

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Chapter 2 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 02 Page 3 of 88

2. Station Quality Management System Scope of Operational system (Cont):


Functions and/or Services Provided
JED RUH

DMM

MED

Local Stations

Load Control (Cont) Aircraft loading(A/C Handling & Loading); Load Sheet; NOTOC; Associated documentation, reports and messages;

YES YES YES YES YES

YES YES YES YES YES

YES YES YES YES YES

YES YES YES YES YES

YES YES YES YES YES

Flight departure coordination.

Passenger Handling: Passenger and baggage check-in; Aircraft boarding of passengers, baggage and other associated items; Operation of passenger boarding equipment, if applicable; Aircraft door operation, if applicable;

YES YES

YES YES

YES YES

YES YES

YES YES

YES YES YES

YES YES YES

YES YES YES

YES YES YES

YES YES YES

Baggage claim.

Baggage Handling: Application of dangerous goods measures; Application of security measures; Baggage identification, sorting; ULD handling and loading; Baggage transportation;

YES YES YES YES YES YES

YES YES YES YES YES YES

YES YES YES YES YES YES

YES YES YES YES YES YES

YES YES YES YES YES YES

Baggage claim.

Aircraft Handling & Loading: Operation of aircraft access doors and other access points;
YES YES YES YES YES

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Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System Scope of Operational system (Cont):


Functions and/or Services Provided Operation of ground support equipment associated with aircraft handling and loading; Operation of passenger boarding equipment; Loading and unloading of baggage, cargo, mail, stores and other items; Coordination of aircraft loading documentation; Exterior servicing of an aircraft, to include, cleaning, lavatory and water. Aircraft pushback: movement of an aircraft from a parking position to a taxi position by use of specialized ground support equipment; Aircraft power back: rearward movement of an aircraft from a parking position to a taxi position by use of the aircraft engines; Aircraft towing: movement of an aircraft with or without a load onboard, other than pushback operations, by use of specialized ground support equipment; Aircraft power-in arrival and power-out departure: forward movement of an aircraft to or from the parking position by use of the aircraft engines; Marshalling conducted for the above operations; Provision of assistance during the above operations.
JED YES RUH YES

DMM YES

MED YES

Local Stations YES

YES YES YES YES

YES YES YES YES

YES YES YES YES

YES YES YES YES

YES YES YES YES

Aircraft Ground Movement:


YES YES YES YES NO

NO

NO

NO

NO

NO

YES

YES

YES

YES

NO

NO

NO

NO

NO

NO

YES YES

YES YES

YES YES

YES YES

NO NO

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Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System


2.3 2.3.1

GS Operational Departments overview (PANORAMA) (STM 1.1.1) (STM 1.1.2)

GS centralized General Manager Office in JED and Chief / Manager Operation at Jeddah, Riyadh, Medina, and Dammam stations, which responsible to lead all operational activities defined in the scope of activities except SVA PAX SVCS & TC and ensuring safety and security standard, rules, regulations, etc. are applied. Organization overview chart (1). GS centralized corporate Manager Office in JED and regional assist Manager, and station Head to lead all operational activities defined in the scope of activities at local stations Organization overview chart (2). Chiefs ground services in DMM and MED to lead all operational activities which cover PAX SVCS and Traffic Control Organization overview (DMM), Organization overview (MED) chart (3). Operation Organization overview as follows:(detailed chart is separated maintained by Head concerned: (STM 1.3.1) GS Main Stations Organization (Chart 1) Overview (Baggage & Fleet Services):
MD GS SBU GM Operation Executive Sec. Admin Assistant

2.3.2

2.3.3

2.3.4

Operation Mgr. JED

Chief Operation RUH

Operation Mgr. DMM

Operation Mgr. MED

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Chapter 2 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 02 Page 6 of 88

2. Station Quality Management System GS Operational Departments (Cont...)

GS Local Stations Organization (Chart 2) Overview:

GS DMM & MED Stations ( PAX SVCS & Traffic Control) Organization (Chart 3) Overview:
MD GS SBU

Chief Ground Services Secretary Duty Manager

Mgr. PAX SVCS Asst. Mgr.

Mgr. Admin Support Supervisor


SNR

Mgr. Traffic Control Asst. Mgr.

Translator

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Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System GS Operational Departments (Cont...)


2.3.5

GS appointed only one senior management for each department to lead sequence positions in order to ensure accountability of management system throughout GS approved organization, and described management responsibilities in very tangibles ways (i.e. JDQ, GS OPERATION MANUAL, Quality Objectives, etc). (STM 1.1.2) Operational Management should maintain documented details of department organization chart verified by Chief Human Resources and approved by M.D GS Strategic Unit and ensure job description for each positions establish & approved accordingly. (STM 1.1.2) The following External Documents constitute provisions of our QMS, IOSA, and ISAGO: (GRH 1.5.1) (STM 2.2.3) ISO 9001:2008, Quality management systems Requirements. IOSA, IATA Operational Safety Auditing ISAGO IATA Safety Audit for Ground Operation Customer Specific Requirements (documents will be available at Mktg.& sales or/and operation Departments, (if any) e. Customer Reference Manuals, Procedure, Process, Guides. etc. (documents will be accessible at Operation area / location, (if any). (GRH 1.6.1) (GRH 1.6.2) a. b. c. d.

2.3.6

2.3.7

2.3.8

Control of GS Operational Documentations and Records are strictly to be followed GS Corporate Quality Manual chapter (4) QMS Requirements such as operation manual control chapter (1). (STM 2.1.1) (STM 2.3.1) The level and type of QMS operational documentation and records are established for our business is continually reviewed, QMS documents and data may be in hard copy or electronic media to be manage, perform or verify work affecting service quality, a schedule generation of buck-up electronic date synchronized with I.T department (if applicable). (STM 2.1.2) Other relevant documents but not limited refer to Associated References (Clause 2.21) in this manual. (GRH 1.6.3)

2.3.9

2.3.10

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Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System GS Operational Departments (Cont...)


2.3.11

Operational forms/ format (records) as listed in the control format is part of operational manual at the end of each process, which is accessible in hard copy at each operational offices related, and this records are subject to be furnished to the related customer airlines that belong as request and/or as per their manual, agreement, etc. within the rationed record period. (STM 2.2.2) (STM 2.3.3) Work instructions (STM 2.2.2) a. Operational Management to be produced & control work instruction to direct a particular task. b. Work instruction should be displayed in Notice Board (when applicable). c. Active work instruction will be retained in file for easy reference.

2.4

2.5 2.5.1 2.5.2

External Document Control (STM 2.2.3) Operational Management should have a list of the external document. Operational Management should be obtained the updated documents (i.e. manual and/or part of it, agreements, etc., make sure they have latest version and accessible for all concerned. Operational Management should be obtained the current edition of IATA Dangerous Good Regulations or equivalent documentations that contain relevant information derived from the DGR such as SV Special Load Manual (SLM), if not, updated SV SLM manual has been uploaded in the GS website by TQM department. (STM 2.2.4) Operational Management should be maintained the documentations (i.e. manual, agreements, work instruction, etc.) of the subcontractors that provide ground operations or functions part of ground operation (if applicable) and ensure its accessible to all staff in duty. (STM 2.2.2) (STM 2.2.6) Management commitment (STM 1.2.1)

2.5.3

2.5.4

2.6 2.6.1

Operational Management should provide evidence of its commitment to the development, implementation and improvement of QMS, IOSA, and ISAGO Standards in very tangible ways. GO TOP Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System Management commitment (Cont)


2.6.2

Operational Staff and QMRs should demonstrate their commitment to the development and improvement of the QMS through the provision of necessary resources, through their involvement in the internal audit process (as Auditee). Operational Management provides evidence of its commitment to ensure the health and safety of GS personnel according to applicable labor law, regulation thru guarantee appropriated medical insurance, free workplace hazards; facilitate all appropriate resources in order to achieve safely and security work at any GS work conducted such as (proper equipments, training, safety items, etc.).)STM 1.6.1) (STM 1.2.3) Customer focus

2.6.3

2.7 2.7.1

Operational Management ensures a proper customer focus (internal / external) is established and maintained through the following activities: a. Periodically (daily/weekly basis) briefing all employees to understand the customer requirement and perform affecting services quality in order to satisfy customer satisfaction, b. Customer complaint and other customer input/feedback (survey) are continually implemented, monitored, and measured to identify opportunities for improvement. c. Communication to Marketing & Sales Department in order to continually looks for other ways (if necessary) to interact directly with individual external customers to ensure a proper focus to their unique needs/expectations is established and maintained: e.g. customer visits, trade shows, joint planning sessions, etc. d. Interactive web site: www.saudiags.com to provide customers with quick access to information and points of contact within our organization. e. Clearly defining documented list that applied when GS is responsible for customer property. f. Assignment appropriate operational person(s) for supervision and oversight of personnel and activities during airside operation. (GRH 3.2.1) GO TOP Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System


2.8 2.8.1

Planning : (STM 1.8.1) Quality objectives (STM 1.2.1) a) GS overall quality goal is to achieve the Quality Policy, and compliance with ISO 9001:2008, IOSA, and ISAGO standards Further, establish Operational level Objectives that are measurable and achievable within a defined time period, and reviewed during management reviews meeting . b) Operational Management should document the department objective and display in appropriate frame/location. c) Operational Management is responsible for design department Objectives consist with Saudi Ground Service Quality Policy, and action plans to implement. d) Operational Management will present its department objectives achieved during regular management reviews meeting. e) Operational Management will regularly review progress of Department Objectives and Action Plans and update or amend if needed. f) The Quality Objectives probably should include all of the following: (STM 1.7.2)
Sufficient operation resources Services are performing and safety & security program

conducted.(target number or rate of occurrence incidents & accidents, and security breach) Complete training program in accordance with corporate training program Operational turnover outcomes

g) Standard format sample of document quality Objective & Action Plans is available in the GS Corporate Quality Manual. h) All Objectives must be SMART (STM 1.7.2) GO TOP Specific Measurable Achievable Realistic Timely Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System Planning (Cont) i) Objectives work flow as per table below:

Management of Goals and Objectives Workflow

Responsibility Accomplishment Approval

Established Corporate SBU Objectives

Determination and Distribution of Corporate Objectives

Departmental Managers

Managing Director

Identification of Departmental Objectives

Departmental Heads

Concerned management

Identification of Departmental Objectives

Departmental Heads Managing Director

Prepare Action Plan to Complete Objectives

Concerned management

Follow Up Activities on Action Plan

OK? Yes

No

Concerned management
Records

Goals and Objectives

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Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System


2.9 2.9.1

Quality management system planning: The QMS planning process involves the establishment and communication of our quality policy and objectives through issuance of this manual and its associated procedures, and through the provision of resources needed for its effective implementation accordingly, this manual constitutes our overall plan for establishing, maintaining and improving an effective QMS, management review and internal audit process ensure the integrity of our QMS is maintained when significant changes are planned and implemented. Operational Management shall be developed yearly appropriate quality planning, address operational resources required that would represent the operational outcomes and forward to finance department for proper budget. (STM 1.8.1) Responsibility, authority and communication: (GRH 1.1.2) (GRH 1.2.1) ) (STM 1.1.1) (STM 1.3.1) (STM 1.4.1) Operational Management set direction and ensures the success of our business through the clear definition and communication of responsibilities and authorities throughout GS operational organization, other members of top management will ensure approved documented organization chart of its department take place, responsibility and authority defined for all positions as follows: JED/RUH/DMM/MED Operation Chief and managers PAX SVCS Manager/Head Traffic Control Manger/Head Regional assist Mangers Stations Heads

2.9.2

2.10

2.10.1

2.10.2

Station Head or his delegated has full authority to liaison and/or participated on periodic basis airside committee if applicable with relevant authority and/or customer airlines, and/or relevant entities at a station to discuss standards, requirements, safety & security issues, any issuance and/or outcomes shall be submitted regularly to top management, applied, follow up all action needs and maintain relevant record for three (3)months period .(STM 8.2.1) Chapter 2 Cont.

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GS OPERATION MANUAL
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2. Station Quality Management System

Responsibility, authority and communication (Cont)


2.10.3 2.10.4

The interrelationship of Operation Management and QMS Team is depicted in Organization Chart overview. Summary of management responsibilities and authorities: (STM 1.1.2) (STM 1.3.3) (STM 1.3.4)
Title Responsibility They are Responsible for implementation of the QMS, IOSA, and ISAGO within the given departmental positions of responsibility. Maintain compliance with relevant authority and customer requirements and applied standards. They are Responsible for implementation of the QMS, IOSA, and ISAGO within the given departmental positions of responsibility. Maintain compliance with relevant authority and customer requirements and applied safety & security operation. Responsible to ensure departmental QMS effectiveness. Authority Authorizes any changes to each concerned Operational Manual & any change of work instruction. Communicate with liaison airport authority and customer airlines

G.M. Operation, Chiefs GS, Operation Managers, and Local Station Manger

Operation Chiefs, Managers, and Station Heads

Authorizes any changes to work instruction. Communicate with regulatory authority, airport authority and customer airlines

QMR (Quality Management Representative)

Communicate with TQM in order to amend and update original Manual and centrally control of form. Initiate and implement changes to the QMS if they assigned approved delegation. Reporting any suspected or non conformance that affect safety or security (STM 1.2.2)

All Personnel

Complying with support & operational procedure & work instruction.

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Chapter 2 Cont.

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2. Station Quality Management System

Responsibility, authority and communication (Cont)


2.10.5

All operation management are ultimately responsible for the quality of services, and operational safety and security synchronized with SVA corporate safety and security since they control the systems and processes by which work is accomplished. Business Planning, development and communication of the quality policy, QMS Planning, establishment and deployment of objectives, the provision of resources needed to implement and improve the QMS, safety and security issues , and continual improvement.(STM 1.1.2) All operation management are responsible for execution of the Business Plan and implementation of the policy, processes and systems described in this manual, planning and controlling QMS processes within their area(s) of responsibility, establishment and deployment objectives (GRH 1.1.2) (GRH 1.2.1), the provision of resources needed to implement and improve these processes, also conduct employee performance reviews, corrective/preventive actions are notified promptly of non-conformities. All operation management should be applied the delegation system publish by HR department of duties within the management system for GS to ensure managerial continuity when GS managers, are absent from the workplace. (GRH 1.2.2) (STM 1.3.2)

2.10.6

2.10.7

2.10.8

SAAGS has a sizable amount of external contact on a daily basis. While it is not efficient to bring in hierarchies in the external contact, it is essential that there is a single point of contact for crucial entities, such as those regulating or affecting the safety of our operations. SAAGS will ensure that changes that affect operational responsibilities, or the performance of operational functions, is conveyed to applicable personnel as soon as feasible through fastest applicable means of communication. Authority and responsibility assigned for communicate liaison such as (labor low, airport authority, and customer airlines .etc.) and maintaining compliance with relevant authority and customer requirements and applied standards identifying throughout this manual or within the process, procedure, and/or JDQ if necessary. (STM 1.3.3)(STM1.4.2)
Employees - All employees are responsible for the quality of their work and implementation of the policy and procedures applicable to processes they perform and towards safety & security obligations which are inherent in everything that we do; safety is an attitude and way of life.

2.10.9

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Chapter 2 Cont.

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2. Station Quality Management System

2.10.10 Quality Controller which is full independent person have the authority to

stop services to correct quality problems, motivated and empowered to identify and report any known or potential problems and may recommend related solutions for continual improvement and corrective/preventive action processes. Detailed responsibilities and authorities for operational activities & QMS implementation and improvement are contained in lower level documents referenced throughout this manual.
2.11 2.11.1

Internal communication (STM 1.4.1) (STM 3.2.5) GS Station communicate it's own formal information and/or data of function, activities, system, rules, regulation, etc, kingdom wise including any information exchange operationally through accessibly resources provided such as GS website, Radio, media, mail, e-mail, report, magazine, news letter, etc. , otherwise through daily briefing, regular meeting, training, booklet, bulletins, etc. these means will cover all information relevant to safety& security issues, continual improvement and corrective/preventive action processes, quality assurance program and regular formal communications (GRH 1.3.1) (i.e. QMRs Team meeting, Management Review meeting), Operational Management is responsible for establishing internal communications as needed (i.e. daily brief, bulletin, booklet, daily activities report, monthly/ regularly report etc.) to convey to their employees the relevance, information, data from corporate safety program, any changes to regulatory/customer requirements and importance of their activities. (GRH 1.3.1)Communications regarding how employees contribute to the achievement of objectives is also conveyed and reinforced during employee performance reviews.(STM 1.4.2)

2.11.2

2.11.3

Daily Briefing in-house and/or management procedure: STM 1.4.1) (STM 1.4.2) - Station Management conducts management meeting on daily basis. - Discuss operations highlights activities to ensure the continuing suitability, adequacy, and effectiveness of all operational issues (i.e. performance, safety & security issues, training, incident/accident, complaint, quality report, etc.) according to operation agenda and/or meeting checklist.(STM 3.1.1) (STM 3.2.4) GO TOP Chapter 2 Cont.

GS OPERATION MANUAL
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2. Station Quality Management System 2.11.4

Apply all necessity needs to ensure all points discussed are fulfillment. Daily basis review the previously action needs to ensure compatibility.

Bulletins procedure: (STM 1.4.1) (STM 1.4.2) Only operational management has authority to issuing bulletins as needed. Issuance of the bulletins is based on requirement of publish case as work instruction, direction, process changes, etc. Distribution of the bulletins throughout e-mail, board, etc. Maintain all bulletins issued in the reading file.

2.12

Station Management Review: (GRH 1.9.3) (STM 1.2.1) (STM 1.5.1) a) General .(STM 3.1.1) (STM 3.2.4) b) Operational Management conducts management review meeting one time a year. c) Operational Management Head producing meeting checklist and/or Agenda / Minute, and ensure that all agenda items are fully discussed, the meetings address the effectiveness of the system, and Meeting results recorded to be maintained for one year period.

2.12.1

Review input : (STM 3.2.4) The Regular management review meeting input will includes: a) Follow-up actions from last management reviews. b) Provision of resources c) Safety & Security issues, Risk Management, and regulatory violations. d) Operation Objectives, achievements, and day to day operation Performance activities review. e) Internal/ external Audit results and statues of corrective & preventive action. f) Quality monitoring & evaluation feedback, and any amendments to Quality Management System (if any) external/internal (i.e. policy, regulations project, training, process planning etc. etc.) for continuous improvement purpose.

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2.12.2

Review output : The Regular Management Review Meeting Output (if applicable) will include: a) New/Revised Operational level improvement objectives (if necessary). b) Actions required for improvement of the systems and/or operation activities and its processes. c) Improvement of services related to customer requirements. d) Provision of resource needs. e) Other opportunity for improvement.

2.13 2.13.1

Provision of resources (STM 1.6.1) Operational Management ensures appropriate resources, including trained employees, equipment, facilities, support services and work environment needed. (STM 1.2.4) Operational Management ensures an effective/efficient QMS, IOSA ,ISAGO standards applied and enhance customer satisfaction, operational safety & security, customer and regulation authority requirements are identified, and provided through our budgeting and other business management processes including but not limited to: (STM 1.8.1) a) QMS Planning. b) Human Resource Planning. c) Plant, Facility, Equipment and other Infrastructure. (GRH 1.4.1)

2.13.2

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2. Station Quality Management System Provision of resources (Cont) d) e) f) g) h) i) j)


2.13.3

Work Environment .(STM 1.2.4) Services Quality Planning. Planning of Customer- related Processes. Planning of Purchased Product (Material, Services and suppliers. Services control. Measurement, Analysis and improvement Planning. Continual Improvement Planning.

Operational Management should communicate with Finance department for measures overall financial operational efficiency and provides related input and recommendations that may affect QMS effectiveness to Management review Meeting for further action. Operational Management should communicate with Information Technology department for overall I.T. support, (i.e. provision of I.T. resources, PC maintenance, assets inventory and network services support etc Human resources General GS believe that all employees are the most valuable resource and we do the best to enhance them to achieve their full potential through continual education and training such as personnel who perform operational functions (i.e. handling DGR, approach to A/C, etc.). (GRH 2.2.1)

2.13.4

2.14 2.14.1

2.14.2

Competence, awareness and training: (GRH 1.4.2) (GRH 2.1.2) (GRH 2.1.3) (STM 1.6.2) a) The competency of all staff assigned responsibilities defined according to policy and/or standards requirements is determined on the basis of documented criteria for appropriate education, training, skills, and experience for each required competency or work assignment JDQ (job description qualification). (STM 1.1.1)

b) Operational Management should communicate with Human Resources department to ensure that operational personnel undergo evaluation and/or testing by appropriated ways to demonstrate adequate knowledge, competency and/ or proficiency to perform duties, execute procedures and / or operate equipment and ; GO TOP Chapter 2 Cont.

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2. Station Quality Management System Human resources (Cont)

c) Communicate with Human Resources department Resources to ensure implementation procedures and policies as per here below clauses.
2.14.3

Determination needs of competency, training, and awareness needs related task undertaken, and ERP training needs through the following actions (GRH 2.1.4) (STM 4.1.1) a) Help existing employees qualify for new/changed jobs through the provision of appropriate education and training, including on-the-jobtraining (OJT) and ERP training. b) Identify the competence need for each process activity including all personnel executes ERP (skill matrix and/or performance appraisal). As a result of the need determination activities discussed above are forward annually to the Human Recourses Manager for appropriate planning and timely provision for training. c) Evaluated the effectiveness of the training provided to the employee through immediate feedback from the employee to meet competency needs d) Ensure that each employee is aware of his duties and responsibilities to achieve customer requirements, the relevance and importance of their activities and how they contribute to the achievement of the quality policy, objectives, and compliance with applicable laws, regulations and procedures, etc (STM 1.3.4). This is accomplished through bulletins, news letter, e-mail, JDQ, written procedure, awareness program, training, employee performance reviews , and employee participation in our internal audit (as Auditee)) and improvement processes.

2.14.4

Ensures fulfillment of required training and maintain appropriate copies of records according to retained period required (GRH 2.1.4) as follows: JDQ (job description qualification) Summery training record. Annual employee performance review (appraisal performance) Skill matrix (if applicable) Evaluating Certification Chapter 2 Cont.

a) b) c) d) e) f) GO TOP

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2. Station Quality Management System Human resources (Cont)

All Department/Section Heads will fill up skill matrix form(if any) annually that identified competence needs for task (position) undertaken copy to be maintain in the department/section and original to be forward to Human Resources for appropriate planning and timely provision for training, otherwise appraisal performance will be instead document that defined training and/or qualification needs.
2.14.5

Operational Management shall be compliance as much as can with published training program by GS HR ) refer to HR Career development & training policy chapter # 6 ), and ensures that no one of GS operational employees and/or (STM 5.1.4) (STM 5.2.3) subcontractors employees are conduct operational functions unless complete initial training and continuous for recurrent training as required to individually assigned duties as follows : (STM 5.1.1) a) Load control. b) Passenger Handling. c) Baggage Handling. d) Aircraft Handling and loading. e) Aircraft loading and supervisor. f) Aircraft ground Movement. g) Aircraft access doors (complete training & evaluation) (STM 5.1.2) (STM 5.6.1). h) Dangerous Good (load control, passenger services, baggage handling, and aircraft loading functions) (GRH 3.4.2) (STM 5.2.1). i) Air side Safety training (for all personnel access to airside area) (STM 5.3.1). j) Complete driver training for duties with vehicle and/or equipments in airside area (qualified and/or licensed) (STM 5.4.1). k) Complete training & evaluation for GSE (qualified and/or licensed) (STM 5.5.1). l) Ground operation Supervisors training that applicable for all ground functions such as load control, passenger handling, baggage handling, aircraft handling and loading, aircraft ground movement. These training shall be conduct as required initial & in depth training (theoretical & practical) that enable him to supervise their job tasks and duties safely and successfully. (STM 8.1.1) Chapter 2 Cont.

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2.15 2.15.1

Infrastructure (STM 1.6.1) Operational Management have overall responsibility for planning, providing and maintaining the resources needed to achieve product conformance, including buildings, workspace and associated utilities; process equipment (hardware and software); and supporting services (such as internal transportation and material handling systems and communications systems) (GRH 1.4.1). Operational Management has overall responsibility for managing all standard (if any ) Facilities and Equipment Maintenance programs including but not limited to: a. b. c. d. e. facilities management, maintenance and repair housekeeping/custodial services management Technical process of equipment , maintenance and repair Services tooling management, and Transportation and material handling equipment management, maintenance and repair.

2.15.2

2.15.3

Operational Management ensures that all operational staff physically and mentally is fit for duty and complies with applicable GS HR policy (i.e. pre-employment medical check, regular medical check, etc.) (STM 1.6.3) (STM 1.2.3) Operational management ensure all personnel safety protection materials are provided such as safety shoes, cap, gloves , reflective jacket, mask, ear plugs, and other clothing appropriate to weather condition i.e. cold jacket, uniform, etc. (STM 9.5.1) Operational Management ensures that all exist supervisors and/or candidate to be supervisor for each function at station are get appropriate job function OJT, training, and/or evaluation and to be qualified for supervise assigned ground operation function. (STM 8.1.1)

2.15.4

2.15.5

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2.16 2.16.1

Work environment (STM 1.6.1) (STM 1.2.4)


Saudia GS believe that, as a responsible and a player on the aviation market, its our duty to minimize the impact of our operations on the environment risks using risk management strategic based on valid data to protect and enhance the quality of environment with applicable environment statues and regulations, we have undertaken a commitment in our corporate work environmental policy to continually improve our environmental protection activities and prevent environmental pollution.through the following:

- Comply in all material respects with all applicable environment laws and
regulations and endeavor to minimize the causes that discharge to low emission fleet and employ techniques and procedures causing the least possible impact to the environment.

- Make the work environment a high priority and integration of environmental


policy, program, and practices an essential element of management, including evaluating of employees performance.

- Communicate to all employees the importance of environmental protection,


and provide adequate resources, staff, and training needs, so that employees at all level able to fulfill their environment responsibilities.

- Review environmental effect for each operation activities, whether


exploring mining, or processing, plan and conduct the design, development, operation, and closure of each facility, including pollution control, in a manner that optimize the economic use of resources while reducing adverse environmental effect.

- Conduct regular assessment such as daily monitoring, regular evaluation,


audit, safety inspection, management field visit, etc., and act on the results as a means to achieve continue improvement.

- Emphasis on the certain airport area that need common effort for free
hazardous and getting rid of potential risks , therefore multi-common efforts proceeding as well as to protect work environment.

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2. Station Quality Management System Work environment (Cont...) (STM 1.6.1)

2.16.2 Saudia GS has a commitment to undertaken its efforts to prevent pollution

through conservation and reduction programs relating to its activities where ground operation are performed as well as the operation defined here below the potential to significantly impact operational environment and Ongoing pollution prevention initiatives relative to the GS operation:
Item Descriptions Potential Cause Initiatives
Inspections to ensure emissions compliance prior to utilize. Obsolete unserviceable or suspected. Regular maintenance. Optimum use Avoided congested working space Installation of high efficiency lighting systems. Daily check up all area where GS operational performed Pick up prior arrival and departure Apply supervision Monitoring Report to the concerned Follow up cleanup Regularly conduct water analysis Conducted effective process for handling water truck to A/C Strictly handled by qualify personnel with license. Strictly use safety items. Apply safety and health training Medical examination Strictly use safety items. Apply safety and health training Avoided congested working space Strictly use safety items. Apply safety and health training Increase proper existence of ventilation

GSE , Vehicles pollution

Discharge and/or emissions, fumes, spillage oils, etc.

Inadequate lighting

Poor illumination

FOD (STM

9.2.2)

Damage to the aircraft Bacterial contaminations, fire, slip and hazardous impact. Bacterial contaminations and other micro -organisms impact. Hazardous impact i.e. explosion, fire, Suffocation, Long-term injury

Spillage of fluid i.e. fuel, oil, water, toilet waste, etc.

(STM 9.2.2)

Water Conservation Dangerous good Aircraft noise Extreme whether condition

Serious incident

Inadequate ventilation

Suffocation

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2. Station Quality Management System Work environment (Cont...) (STM 1.6.1)

2.16.3 TQM Manager through his team has overall responsibility to manage evaluation and control reduction programs relating to prevention of operation pollution synchronized with HR Manger Chief/Manger, and Stations Heads implementation and achievable of prevention of operation pollution operation. 2.16.4 TQM Manager through his team ensure regular assessment such as daily monitoring, regular evaluation, audit, safety inspection, management field visit, etc., are conducted and act on the results as a means to achieve and review prevention of operation pollution goals. 2.16.5 Operational Management provide employee benefits,(i.e. job and schedule flexibility, safety, training, meal, accommodation ,flight tickets, interesting work, entertainments, and involvement of our employees in an empowered environment of continual improvement(staff survey) etc. etc.). (GRH 1.4.1) 2.16.6 According to GS HR policy that declared no hire any individual who is proven to have an addiction to narcotics or prohibited substances or who abuses pharmaceutical drugs in order to ensure free use of psychoactive substances. The company has a zero tolerance policy for the consumption of alcohol or the use of non - prescriptive drugs whilst on duty. All employees are required to report for work in a fit and proper condition in order to perform their duties in safe and efficient manner. Any employee found under the influence of alcohol or nonprescriptive drugs / psychoactive substances drugs that are considered clinically harmful to disorient normal human functioning end endanger operational safety shall be removed immediately from safety critical functions and strict disciplinary action including termination of services will be initiated against the staff. All employees have a legal obligation not to endanger themselves or others because of being in alcohol or drug impaired condition, either within or outside the work place (STM 1.6.4) 2.16.7 Foreign Object Damage program: is defined as any damage caused to aircraft on the apron by loose, mobile objects such as catering items, baggage tags, straps, stones, nuts bolts, or garbage etc., to avoid FOD incidents to aircraft: (STM 9.2.2) a. The ramp/apron areas must always be clean and free of foreign objects. b. The ramp supervisors shall brief ramp staff not to drop the said loose items in the ramp and that if they see such items in the ramp; they shall immediately pick them up and put them into designated FOD bins, or waste containers. c. Operational Management is responsible to coordinate with airport authorities and ensure FOD containers are located in designated location and are regularly emptied.

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d. Daily check up all area where GS operational performed before aircraft arrival/departure. e. Operational Management are responsible for treat FOD subject as permanent awareness item in the weekly, monthly meetings or daily briefing, bulletins for Awareness, or campaigns/programs in order to enhance safety culture. f. Apply supervision that ramp representative supervise served conduct to flight and ensure through his report that is free FOD for his assignment flight. 2.16.8

Extreme Weather Encounter : (STM 9.3.1) A severe weather operation plan can minimize the dangers associated with severe weather in the airside workplace, in order to encountering server weather such as high winds, lightning, low visibility, extreme temperature: a. Operational Management shall know when severe weather will be impact operational safety; they must obtain timely information on approaching weather from several sources, such as internal weather forecasting, airport tower, local TV, Radio, etc. and; b. Ensure all operational staff are briefed in advanced with the specifics of weather patterns such wind conditions, sand storms, etc. and; c. Ensure appropriated medical devices are available in the event of extremes weather, temperature, injury, etc. d. In the event of extreme temperature and heat stress injury can be reduced by some of the following: Medical devices available and near to work area. Adequate breaks ventilation and shelter between activities to reduce exposure to sunrays. Ample supply of drinking water located near to work area. Loose and appropriate clothing. Work rotation and monitoring. For cold weather correct the clothing, provision of hot fluid and warmed shelter between activities, staff monitoring, and work rotation. Activate the severe weather plan and communicate to all personnel that it is in effect. Chapter 2 Cont.

e. When severe weather is imminent; GO TOP

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Notify all operational concerned about the forecast and review resources and operations may be interrupted. In the event of high winds arrive determine how long it will take and ensure all personnel know of the impending weather event.

Extreme Weather Encounter (Cont): (STM 9.3.1) f. Secure the Aircraft: Add additional chokes, and/or setting aircraft park brakes, and/or tie-down, and/or the ballasting of the aircraft. Secure all cargo nets and close all cargo doors on aircraft. Secure all aircraft cabin doors, cockpit window, and all services panels. Hook up tow bar and attach tugs when possible and install by-pass pins.

g. Loading Bridges: - Refract ground power cords. - Close all doors, retract loading bridges, lower them and secure wheels. - Position loading bridges so that faces into the wind or up close. - Remove any loose equipment, e.g. ladders, FOD containers. h. Ground Support Equipment: Remove non-essential ground support equipment from aircraft. Position equipment away from the aircraft and outside the path of possible aircraft movement. Stow equipment indoors if applicable, all equipment left outside must be secured with brake set; disconnect strings of carts or dollies. Ensure all containers are locked on dollies or transporters with doors or curtains secure, remove all empty loose containers from areas around aircraft. Secure work stands by chain to hitching rails where available or to fences or other secure equipment. Lower all high reach equipment.

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2. Station Quality Management System i. Baggage: -

Ensure all baggage room and baggage personnel are aware of conditions and do not continue to bring load to aircraft or outside to be stored. Use baggage rooms to stow luggage if possible.

Extreme Weather Encounter (Cont): (STM 9.3.1) j. Aircraft Cleaning: Stow all supplies and equipment; don not leave equipment or garbage on loading bridge steps. Move vehicles away from aircraft parking area and switched off, with the transmission in neutral or park and the hand brake applied.(HDL 1.3.10) Keep doors of cleaning vehicles closed to avoid loose material being blown around. Stow hoses on lavatory and water trucks.

k. Passenger Safety: Ensure all passenger services personnel have up to date information on weather event. Ensure all passengers are removed to safe areas in terminal. Passenger enplaning/deplaning may need to be suspended during the weather alert phases.

l.

In the Event of Lightning: On receipt ALERT - Make preparation for STOP phase On receipt ALERT - Suspend non-essential activities in open area. On receipt ALERT - Avoid using highly conductive equipment. On receipt STOP - Discontinue aircraft communication by head set. On receipt STOP - Stop all ramp activities and clear ramp. On receipt STOP - Personnel should seek shelter buildings or inside metal bodies vehicles, no one seek shelter under any part of

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the aircraft, loading bridge, near light poles, fences, and under trees. On receipt STOP - if passenger have not started boarding hold the passenger in gate lounges, if boarding has started, stop process and leave passengers already boarded on the aircraft, if an aircraft has arrived it should be held off the gate until the lightning alert is terminated.

Extreme Weather Encounter (Cont): (STM 9.3.1) m. Low Visibility: All non essential equipment should leave the maneuvering area. Only the minimum required equipment should be permitted during low visibility operation. Equipments operating speeds must be considerably reduced. Motorized equipment should have all running lights on during low visibility operation. Equipment operator must take extra caution at all intersections and vehicle/apron taxi-lane crossings. Crossing of taxiways, where permitted, should only be undertaken with ATC clearance. When visibility is low operator must take additional care to ensure the vehicle windshields are clean.

n. Personnel Safety: during lightning activities personnel should not; GO TOP Get out of enclosed vehicles Use a head set connected to aircraft. Use portable electronic devices, e.g. mobile phones, pagers, twoway radios in open area in front of windows. Stay in open area or under aircraft. Seek shelter under a tall tree. Load or unload explosive or flammable material. Chapter 2 Cont.

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2.16.9

Operational Management to help implementing employee benefit and workforce involvement program. Planning of Service realization (STM 1.8.1) Operational Management will be identify, plan, and document service realization processes to ensure consistency with all applicable requirements, including customer requirements and related quality objectives and requirements for specific services, and any/all applicable statutory/legal requirements (i.e. operational resource, desired safety & security requirements, etc.). The outputs of the quality planning process applicable to all services are included work instructions and other data (if any) or located in work areas where needed, appropriate records should be maintained. The TQM Manger has overall responsibilities for developing & implementing a quality control plan included subcontracting activities to verify effective safely & secure work process & services. (STM 3.2.2) (STM 3.3.1) refer to TQM Manual (Supplier evaluation). Customer-related processes (STM 1.3.3) Operational Management synchronize with Marketing & Sales Manager for developing & implementing effective customer- related process in order to Achieving GS quality policy, and that we establish effective communication systems with our customers with regards service informations, inquiries, contract or order handling and related changes, and customer feedback, complaints, and in accordance with the policies in this section and this efforts are describe below:

2.17 2.17.1

2.17.2

2.18

2.18.1

Determination of requirements related to the Service, Operational management should: a. Communicate with Marketing & Sales department to ensure that service requirements specified by the customer, including the requirements for availability, delivery and support including any afterservice and/or post-delivery servicing provided as per of the customer requirements.

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2. Station Quality Management System Customer-related processes (Cont)

b. Ensure that service requirements are specified (if any) by the customer but necessary for intended or specified use and obligations related to services, including regulatory and legal requirements identified as a result of QMS knowledge of the service related operation processes. c. Ensures all applicable government, safety, and environmental regulations applied to the acquisition, storage, handling, recycling, elimination or disposal of materials. (STM 1.2.4)
2.18.2

Review of requirements related to the Service, Operational Management should: a. Synchronize with Marketing & Sales department to ensure that review of customer requirements identified during the determination process to ensure that they are clearly stated, understood, and maintain review record and action resulting, to ensure: 1. All applicable service requirements are defined, understood and confirmed with the customer prior to acceptance. 2. Service agreement/order requirements differing from those previously expressed are resolved. 3. Operation feasibility of proposed (new or changed) service is investigated, confirmed and documented prior to making a commitment to the customer. b. Obtaining necessary customer authorizations through marketing department to waive formal reviews where it is deemed impractical for each order. c. Communicate with Marketing & Sales department to ensure confirms and document the operation feasibility of proposed service in accordance with customer-specific requirements. d. Obtaining through Marketing & Sales department relevant documents is amended where service requirements are changed.

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2.19

Purchasing The processes applicable to the planning, acquisition and verification of all services that affect customer requirements are defined in Procurement Manual in accordance with the policies outlined in this section.

2.19.1 Purchasing Process Guidelines:

a. The type and extent of control applied to our suppliers and purchased product is dependent upon the effect on subsequent realization processes and their output. b. Purchased products are verified and (if any) to ensure conformity to specified purchase requirements. c. The Central Procurement Manager will defines and documents the supplier approval process, including criteria for selection, the extent of control to be exercised, and periodic evaluation. d. The Central Procurement Manager should Approved and maintains a master list of suppliers is to ensure we only purchase product from qualified sources or customer-approved sources. The results of evaluations and follow/up actions will be recorded. e. Operation, TQM, and Central Procurement departments will ensure that Supplier performance is measured and monitored against a contract, agreement, and/or PO that defined a clear requirements or criteria of affect safety, security, and quality operation, through one or more of the following indicators: regular supplier evaluation report, delivered product quality; customer disruptions including field returns; delivery schedule performance; and special status (if any) customer notifications related to quality or delivery issues. f. Operational Management ensures the performance of external services provided for ground operation (if applicable) executed as per the contract and/or agreement through monitoring or evaluation system or other appropriate measurement way in order to insure compliance with applicable requirements. (STM 1.7.2) (STM 3.3.1)

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2. Station Quality Management System Purchasing Process Guidelines (Cont)

g. Operation Management requested items (i.e. equipments, safety material, etc.) through Purchas Request and/or Investment Application must be obtained the technical department approval in order to ensure the product required met technical and/or standard specification in accordance with customer airlines and airport authority as applicable. (STM 3.4.1) h. Operational Management ensures that the products required and provided by procurement department met appropriate technical specifications prior to utilization. 2.19.2

Purchasing Information Required


a. The Procurement Manager will ensure through technical department the adequacy of specified purchase requirements prior to communication to the supplier as per procedures defined in Procurement Manual and the following: Purchasing information communicated to our suppliers contains the appropriate data needed to clearly and fully describe requirements that could be measured and monitored for purchased materials and services provided; including, where appropriate, requirements for approval/qualification of product, procedures, processes/systems, equipment, etc. b. Verification of purchased product or outsources services provided; (GRH 1.10.1) (GRH 1.10.2) (GRH 1.10.3)

c. Total Quality Management Manager has overall responsibility for ensuring the quality of purchased products or outsources services provided using evaluation visit to supplier sites receiving inspection is performed per in order to measure compliance with the scope of operation that affect the safety, security or quality operation. d. Total Quality Management Manager will plan and implements appropriate system plans and/or other statistical techniques to verify purchased product or outsources services provided is fulfill requirements. e. The Technical Department will ensure that all requirements for approval of purchased product reviewed for adequacy prior to communication to the supplier, and synchronized with concern department to ensure product acquired from supplier or vender met the requirements. (GRH 1.10.4) (STM 3.4.1) f. Total Quality Management Manager will documents and communicates (if applicable) the intended verification arrangements and method of product or outsources services provided release related to verification activities performed at our suppliers premises.

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2.20

Service Provision

2.20.1 Control of service provision GS utilize a process-focused approach to plan and control operations and support services related to service provision, the initial focus is to assure the quality of process inputs - that is, employees, material, facilities and equipment, The appropriateness of all these fundamental process inputs must be assured, and processes must be measured, monitored and controlled to assure effectiveness and/or to identify opportunities for improvement. Operational Management ensures that service jobs are planned, scheduled, and carried out in accordance with procedures to be detailed in Operation Manual (s) summarized as below: a. Information- the Operational Management ensures through his team that all appropriate information including final service required is provided to operation personnel throughout the service provision process. b. Work Instructions- the Operational Management ensures the necessity for and required detail of work instructions or other information included in work instructions posted in areas where they are needed. c. Equipment Utilization (GSE): Operational Management Synchronized with SVA Corporate Maintenance all maintenance of equipments issues to ensure the suitability in order to have a good control to have a long life of equipments the flowing points shall be carefully considered: (GRH 3.5.3) (STM 7.1.1) All Equipments must be utilized by authorized personnel In accordance with airport authority & customer airlines, its mandatory for all personnel whose duties require them to operate ground equipment must be trained with valid license to understand the need for complying with all safety procedures while operating ground equipment: (GRH 3.5.2)

- License must be renewed/ validated for every


two (2) years from the date of issue for all station. - Keep a record, stored, in a secure place accessible only to authorized staff to avoid any tampering, this record must be readily available as reference and must include information on:

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Control of service provision - Equipment Utilization (GSE) (Cont): - List of all their G.S.E. Operating staff training including validity of their
license.

- Dates for each of their concern staff eligibility for retraining / recurrent
training. - Ensure that this record are to be kept updated on current date, and coordinate with the Human Recourses - Training Department for the scheduling of their new staff for training for their license, likewise, for their staff holding a license but need renewal / validation at least forty five (45) days before expiration date of their license. This record must be also send to HR department for the updating of HR departments records. - Staff holding a valid G.S.E. operator license that is not performing his job for a continuous period of six (6) months or not performing satisfactorily must attend a refresher / recurrent training before he can assume his job. Safety must be the primary consideration of everyone working on the ramp. It requires constant vigilance, attention to procedures and alertness to potential hazards. Compliance with Operation instruction of each type of ground equipment refer to SVA GEPM chap.(11) (STM 7.2.1) Apply SVA GSE maintenance plan (MP) in order to ensure regular check of serviceable GSE in order to be in good mechanical condition. It is required to Unserviceable of GSE segregate and obsolete in the proper area with {Out of Services} tag and/or direct forwarded to SVA G.S.E. Maintenance workshop. (GRH 3.5.1) Ramp personnel should be aware of the total fleet of equipment by type & number and also where it is parked and if any is out of service for maintenance. In order to ascertain the serviceability of vehicle and equipment, its must be checked prier to utilized i.e. breaks, tires, etc. checklist of safety items to be use, report any defect to supervisor immediately. (GRH 3.5.1) In accordance with airport authority & customer airlines maintain appropriate records relevant to GSE in proper retained period that defined in the GSE & ULD Table of Record such as follows: . (GRH 3.5.4) (STM 7.1.2) - GSE Inventory. - GSE Inspection - GSE Status - SVA Maintenance Plan - SVA Maintenance repairing records maintained by SVA Maintenance.

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Control of service provision - Equipment Utilization (GSE) (Cont):


d. GSE Position & Parking: (HDL 1.3.17)

- Having decided on what GSE is required it is essential to have it in the


right place and at the right time.

- Ensure all required GSE units are sent to the correct spot. - Unless specifically authorized driving under the aircraft wings should be prohibited and under no circumstances park under the aircraft wing or flap area. Ensure that the units are positioned at the right time. They should not be there too early and certainly not later than required. Ensure that the units must be positioned in the correct sequence and 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. Approach aircraft at right angle (Perpendicularly) to the fuselage when positioning the equipment. (HDL 2.4.1) It is important to get the various units positioned in the correct sequence, placing some units before others will in fact delay the handling. Ensure that the units are positioned where required. And; Sharp turn with towed equipment should never be made near the aircraft, approaches the aircraft on a path parallel to the side of the aircraft fuselage, and parked in the parallel position. (HDL 1.3.6) Never drive a high lift vehicle or equipment with the body or platform elevated. Always lower Body/Platform of Vehicle/Equipment immediately after servicing has been completed, ensuring that a safety clearance exists between the Vehicle/Equipment & aircraft before lowering. It is important to position equipment at the required door, hold, etc. Failure to do so will result in delays and could also result in damage to aircraft or injury to passengers or staff. All ground equipments must be removed immediately after servicing the aircraft to assigned area and ensure equipment is switched off during unused , with the transmission in neutral or park and the hand brake applied.(HDL 1.3.10) Break of vehicles and equipment is applied with the gear lever in park or neutral when parked in airside areas, and; All equipment must not be located where they would obstruct the evacuation of persons from an aircraft in an emergency. Driving within the hazardous area behind an aircraft must be prohibited when its anti-collision beacons are operating. This is an indication that its engines are running or are about to be started.

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Control of service provision - Equipment Utilization (GSE) (Cont):


GSE Position & Parking (Cont...):

- When towed equipment such as ground power units or air-start units are being
positioned to the aircraft, they must be towed parallel to the center line of the aircraft. (HDL 1.3.6) The aircraft must be always to the drivers side of the vehicle when driving around the aircraft. Parking of vehicle at the aircraft side must be in such a position that it does not impede other services i.e. Refueling, Engineering, Catering, Loading/Unloading etc All Vehicles/Equipment used on the airport shall have a rotating or flashing amber beacon. This beacon may be activated through a switch or directly by the ignition but it shall operate any time the Vehicle/Equipment is in use. Motorized GSE that is positioned at or near the aircraft, and is being utilized in the operating mode must be : (HDL 1.3.12) Remains in a position within easy reach of the emergency controls and if the equipment is not fitted with external emergency controls, remains in the operating position and in control of the equipment.
technical service personal).

- Remove any PAX steps when an aircraft is parked with no one in board (upon advice by - A continues check is needed to ensure that the operation is proceeding smoothly
and to take action for unexpected situations which arise from time to time. e. Sequence of approach of vehicle/equipment for aircraft as:

- At the critical arrival period of positioning PAX Steps and disembarkation of


Passengers, only Line Maintenance, Baggage Offloading, & Passenger Relations staff are required, as during this period of ten minutes, the passengers are exposed to the hazard of airside Vehicle/Equipment movements and congestion. - ALL vehicles of ground services shall approach after the last Passenger Bus has departed from the aircraft. - We can achieve safe and controlled movement of vehicles around the aircraft and on the Ramp. - The following sequence of vehicles/equipment at the aircraft side shall be followed by all departments in accordance with the priority of their requirement.

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Control of service provision - Equipment Utilization (GSE) (Cont):


1 2 3 4 5 6 7 8 9 10 11 GPU/APU/Air-conditioning unit Pax Steps Pax Buses Baggage offloaded Equipment Cargo Handling Equipment Service, Lavatories Services, Water Services, Galley Services, Cabin Received Mail Perform maintenance check Line Maintenance Ramp Ser vices Passenger Services Ramp Services Ramp Services Fleet Services Fleet Services Commissary Fleet Services Mail Services Line maintenance

f.

Safety Precaution guidelines must be considered:

- Loading and servicing equipment must not approach the aircraft until the
engines have come to a complete stop, anti-collision beacons are off and chocks are in position. Ensure GSE not permitted to move toward an aircraft unless receiving an OK sing from appropriated flight attended. Loading and servicing equipment must be positioned at the aircraft as prescribed in the GSE Manual (Typical GSE positioning per type of equipment) if applicable. A reasonable distance between the aircraft and loading & servicing equipment must be maintained to avoid damage caused by vertical changes of the fuselage during loading & off-loading. When parking vehicle, all driver shall make sure that the wheels are straight, neutral/park gear engaged, hand break fully applied and the engine switched off. Only when engine power is required for other functions, should vehicle engine be kept running. Keep all non-motorized equipment such as dollies, baggage cart, etc. with is completely secure from movement by applied hand break all the time except when the load is being transferred. No substitute for the proper tools and/or equipment normally utilized to perform a given duty or task is permissible unless direct supervision occurs. Unsuitable ground support equipment is a hazard to aircraft, personnel and load. Station Managers must ensure that equipment provided by Saudia or its Ground Handling Agents is suitable and safe for use in aircraft servicing, and that it is not likely to cause damage to the aircraft because of its construction or condition.

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Control of service provision - Equipment Utilization (GSE) (Cont): - All operational personnel must be dressed
their protective clothing during performing their duty. (STM 9.5.1) - Wearing of bracelets, rings, and any jewelry not allowed to the operational personnel during perform airside activities. - A personnel portable electronic device is not permitted to be use by staff at the airside activities e.g. Mobile, pagers, portable radio especially in the fuel safety zone. (STM 9.5.2) g. Movement on the Ramp: Ramp areas are restricted except to authorized personnel, or vehicles, & escorted passengers. Such areas are always congested due to movement of aircraft, vehicles and persons as Traffic tends to increase everyday. Traffic danger on the ramp is greater than on the street. It is essential that extreme care is taken when on the ramp. The following basic rules must be observed.

- Keep in mind that moving aircraft has absolute priority even when
under towing. Never hamper aircraft movement in any way. Crossing a taxi-way in front of a moving aircraft, should be prohibited. The speeds of taxing aircraft can be misleading. Never drive a high lift vehicle or equipment with the body or platform elevated. Always lower Body/Platform of Vehicle/Equipment immediately after servicing has been completed, ensuring that a safety clearance exists between the Vehicle/Equipment & aircraft before lowering. Passengers should be carried in Vehicle/Bus. Driving over cables or hoses should be avoided. Exceeding local Ramp speed limits should be avoided. Never allow the passengers to enter the ramp area unescorted.

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Control of service provision - Equipment Utilization (GSE) (Cont): - Always accompany and supervise embarking and disembarking passengers. All personnel and passengers must be kept away from propellers and venting areas. Maintain a safe distance in front of any engine. No one is permitted to run anywhere on the ramp area. To avoid injury, always stay away from the trailing edges of the wing and never pass under the aircraft. Pay attention to the hazards on the ramp area, such as oil, ice, water, etc. Do not step on electric wires of Ground Power units as they contain high voltage. Smoking is not permitted on the ramp, including inside vehicles, Ensure that passengers, or others, have stopped smoking before leaving the terminal boarding gates. Passengers must be protected from movement of aircraft or vehicles on the ramp. Riding on loaded baggage carts or conveyor belts is forbidden. Aircraft off-loading shall only start when all engines are at complete shutdown. Passengers must be suitably routed so as to remain clear of the fueling or other servicing operations. The route should be roped off or otherwise clearly marked and a responsible person stationed to supervise them, or they should be escorted in manageable groups to and from the aircraft. Passenger will not be boarding until coordination with the following: Permission from the flight deck crew is obtained, if present on the aircraft; or Maintenance staff must be informed in the absence of Flight deck crew to stop fuelling (Note: As per Maintenance procedures, fueling will be stopped by maintenance staff until flight deck crew arrived.)

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2. Station Quality Management System Control of service provision (GSE) (Cont):

h. Monitoring and Measurement Devices- the Total Quality Management Manager ensures that monitoring and measurement devices capable of meeting measurement requirements are available for use during service provision. i. Monitoring Activities- in accordance with Corporate quality Manual operational Management ensures that : Open Report: No disciplinary or punitive action being taken against the operation personnel (front line) or other individuals involved when they reporting through (ENR) GS Event Notification Report form to defined errors result from illegal activities or during observe defect or deficiency and/or suspected nonconforming conditions that affect safety and security issues as per GS Event Notification Report system as follows:: (STM 1.2.2). - Application form established for staff reporting & notification has been published via GS website and hard copy accessible at each station. - Station Heads shall brief all operational personnel how they can use this form, this form either subject to safety awareness program conduct to all staff by HR-Training Section. - Any staff have subject, comment, notes, etc. during observe or suspected nonconformance conditions that affect safety and security fill up GS Notification Report Form - Appropriately filled up and forwarded to the GS TQM Manger at the head quarter via e-mail, post, handover, etc. - The TQM Manger as soon as received the form shall be manage the concern subject and conduct proper action and/or notify proper entity if necessary, and maintain database records (Live Records) and follow up. - An incentive program will be established by HR Department synchronized with operation and Audit & Quality Assurance departments to encourage operational staff that fulfilled award requirements. j. Release, Delivery, and Post-Delivery Processes. PAX SVCS Manager/Head, Traffic Control Manager/Head, Operation Chief/Managers, and Stations Heads through their team ensure Release of service is compliance with all customer requirements, and delivery, as identified in the requirements, records of service approval should be maintain and clearly indicate the authorizing employee.

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2. Station Quality Management System


2.21 S/N 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26

Associated References (PAX 1.1.2)


ASSOCIATED DOCUMENTS ISO 9001:2008 Quality Management System IOSA (IATA Operational Safety Audit) ISAGO (IATA Safety Audit for Ground Operation) Quality Policy GS Corporate Quality Manual Occupational Safety & Health Manual (OS&HM) Dangerous Goods Regulation (IATA) (DGR) Airport Handling Manual (IATA) Aircraft Ground Services Procedure Manual (AGSPM) Baggage Services Procedure Manual (BSPM) Corporate Emergency Response Manual (CERM) Ground Equipment Procedure Manual (GEPM) Ground Services Procedures Manual (GSPM) Onboard Equipments and Supplies Policies & Procedure Manual (OESPPM) Passenger Services Procedure Manual (PSAPM) Saudi Arabian Airlines Safety Manual (SAASM) Saudi Arabian Airlines Safety Manual (SAASM) Aviation Security Procedures Manual (ASPM) Special Load Manual (SLM) Technical Policy & Procedure Manual( TP&PM) Station Emergency Response Guide (SERG) Cabin Grooming Policy & Procedure manual (CGPPM) Airport Services Programs Quality Audit Manual Management Policy & Procedure manual (MP&PM) System Customer Relation Baggage Claim Manual (SCRGCM) Others Manuals SOURCE Standard Standard Standard SV Ground Service SV Ground Service SV Ground Service IATA IATA Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Saudi Arabian Airlines Foreign Airlines

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2.22

Glossary:
ABREVIATION Assign ALT Bi-Monthly CMY CPM Com ACT ACARS ADJ ALP AOG ATA ATD DCS EIC ETA ETD ETS DGR FIC GSE LMC LPM SLS SOC STA STS TOF CONTEXT Assign / Assignment Alternative Every other month Commissary Cargo Pallet Message Communication Actual Load Control Aircraft Communication Addressing & Reporting Systems Adjustment Load Control Automated Load Planning Aircraft On Ground Actual Time of Arrival Actual Time of Departure Departure Control System Equipment in Compartment (A/C Spares other than regular flight kit) Estimated Time of Arrival Estimated Time of Departure Estimated Time of Services Dangerous Goods Flight Information Center Ground Support Equipment Last Minute Change Load Planning Message Statistical Load Summery Seat Occupied by Baggage, Cargo and/or Mail Schedule Time of Arrival Schedule Time Of departure Teakoff- Fuel Failed to Join Flight Total Weight International Air Transport Association Loading Message Loading Instruction Report Non Conformance Report On Board Services Program Quality Management Representative Ramp Coordinator Representative Scheduled Time of Arrival Scheduled Time of Departure Traffic Control Center Unit Load Device Control Message Unit Load Device

FTJ
TW IATA LDM LIR NCR OBSP QMR Ramp-Co Rep STA STD TCC UCM ULD

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2.23 2.23.1

Measurement, Analysis and Improvement : This section describes how we define, plan, and implement the monitoring, measurement, analysis and improvement activities needed to assure service and QMS conformity and achieve continual QMS improvement. These activities include assessment of customer satisfaction, conduct of internal audits, process/service monitoring and measurement. Operational Management ensures that data statistical used to monitor QMS processes. Employees utilizing data statistical manage, verify or perform work will attend an overview on basic concepts to ensure they are understood and properly utilized throughout the organization; Management field visit system (STM 1.2.1) (STM 1.2.4) (STM 1.7.1) This system established due to moving in line with our mission, value, and quality policy, described the process and the scope of management tour to ensure effectively control of work flow and safely work environments.

2.23.2 2.23.3

2.24

2.24.1

The scope will cover each station activities throughout its station head at as follows: a. General Control (STM 2.2.2) (i.e. Organization, Responsibilities, Documentations, Records, Employee Orientation, Job Training, etc.) b. Policy and Procedure Control (i.e. Work flow, layout, appearance. etc) c. Facility Control (i.e. infrastructure, Equipment Design, Placement, Tagging, Maintenance, etc.). d. Material Component Control (i.e. Specification, Receipt, Storage, Handling, Inventory, etc.). e. Performance Control (i.e. Services, Treatment, Discipline, productivity, Quality, etc.).

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2.24.2

Management field visit Responsibilities: a. Operational Management ensures that the system is design and implemented throughout all stations. b. Operational Management will establish field checklist (Appendix 5) contained intended scope and/or function (look at and look for) to be visited. c. Above concerned should conducting field visit one (01) time a month in accordance with published schedule/plan that identify the visit scope and frequency (Appendix 6) d. Above concerned are responsible for the area/ functions has been visited in order to follow up timely corrective action and initiate other appropriate action in response to opportunities for improvement implemented. e. Above concerned are responsible to maintain all field visit record (i.e. correspondences, checklist, plan, results, etc.) f. Above concerned should submit proper report to The G.M. Operation Chief GS / Local Station Manager accordingly.

2.25 2.25.1

Monitoring and measurement (STM 1.2.1) Customer Satisfaction a. Customers are the reason we exist and drive our quality policy to meet or exceed customer requirements.

b. The Chief Marketing & Sales, Chief Human Resources, and Information Technology Manager have overall responsibility for identifying and reviewing Internal/External customer requirements and for monitoring and measuring customer satisfaction, detailed procedures as follows: Data collected by customer contact personnel during routine communications provide our primary basis for assessing customer satisfaction. Utilize a very simple customer satisfaction survey form (hard copy or electronic) to ascertain the customers overall perception of how well we are meeting their requirements and to document any recommendations for improvement. GO TOP Chapter 2 Cont.

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2. Station Quality Management System Monitoring and measurement (Cont)

Customer complaints (whether received in writing, verbally or

electronically through our web site, immediately forwarded to appropriate concerned personnel for investigate/action. Customer complaints should be documented and monitored through resolution through our continual improvement system. Customer survey data along with other customer feedback (including written or verbal complaints should review, analysis periodically to initiate any improvement or corrective/preventive actions needed. Periodically reviews customer satisfaction survey data and other customer feedback (including complaints), to initiate any improvement or corrective/preventive actions needed and provides related recommendations for review by Management review meeting. Carrying out all applied standards process, analyzes process performance and takes appropriate improvement, corrective or preventive action.

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2.25.2

Internal audit The overall IOSA /ISAGO audit activities as follows : (STM 3.2.1) Audit type Conducted by GS-Total Quality Management Department (GRH 1.9.1) GS- Total Quality Management Department (STM 3.2.2) Saudia Airline Airport service Program Saudi Airline-Aviation Security AO Performance level Twice a year Twice a year As per their IOSA Quality Audit Manual One time a year Once every 2 years Once every 2 years

IA&EP (Internal Audit & Evaluation Program) ISAGO (Internal Audit) Internal Audit (IOSA) Internal Audit (IOSA) External Audit (IOSA)

External Audit (ISAGO) AO / Audit Pool

a. QMS Internal audit will be conducted by GS- Total Quality Management department as results are critical inputs to aid in assessing the effectiveness of our QMS, and opportunities for improvement. b. IOSA IA&EP and ISAGO internal audit will be conducted by GS- Total Quality Management department and IATA checklist to be used as a guideline as a result, the head quarter and stations will be in a positioned to compliance with applied standards, details procedure contains in the Audit & Quality Assurance Manual. c. IOSA Internal Audit will be conducted by Saudia Arabia AirlineAviation Security, details procedure contains in the GS- Audit & Quality Assurance Manual. d. IOSA Internal Audit will conduct by Saudia Arabia Airline-Airport Services Programs department as referred in their Quality Audit Manual section C, details procedure contains in the GS- Audit & Quality Assurance Manual. e. Each Manager should assign IOSA/ISAGO coordinator to laid down polices & procedure related safety ,maintain record, analysis, follow up corrective/ preventive action ,and forwarded to concerned, copy to Total Quality Management Manager. (STM 3.2.3) GO TOP Chapter 2 Cont.

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2. Station Quality Management System Internal audit (Cont)

f. Total Quality Management Manager will establish and implement QMS internal audit, IOSA IA&EP system, and ISAGO standards to manage and determine conformity to ISO 9001:2008, IOSA, and ISAGO standards detailed procedures contained in Audit & Quality Assurance procedure, summarized as follows: 1. QMS Internal Audit/ IOSA IA&EP/ISAGO are conducting 2 times a year in accordance with a published schedule that identifies the audit scope and frequency. 2. Audits are carried out by qualified personnel who do not have direct responsibility for the activity being audited. 3. All Managers / Auditee are responsible for the area inspected/audited implement timely corrective action to eliminate detected non-conformances and rout causes, and initiate other appropriate action in response to opportunities for improvement identified by process participants or managers. Follow-ups are conducted to verify timely and effective implementation of the proposed action. (STM 3.2.3) 4. Total Quality Management Manager through his team responsible to establish internal audit planning process that defines audit scope and/or functions, area and/or department/section, audit objectives, etc. 5. Total Quality Management Manager through his team responsible to maintains all QMS internal audit, IOSA IA&EP,ISAGO records, including internal auditor training records, results of internal audits and related follow-ups; periodically reviews internal audit results, and provides related recommendations for management review meeting. 6. Total Quality Management Manager through his team responsible establish electronic quality assurance database (i.e. daily monitoring, evaluation system, internal/external audit, supplier evaluation, etc.) in order to be review, analyzed, maintained, etc.

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2.25.3

Monitoring and measurement of processes (Quality Program) GS apply suitable methods for monitoring and measuring all QMS, IOSA, and ISAGO processes as follows: (GRH 1.9.1) a. All Managers / Employees has overall responsibility for carrying out a QMS process, analyzes process performance and takes appropriate improvement, corrective or preventive action. b. Total Quality Management conduct process oriented internal audits to verify QMS / IOSA/ ISAGO processes conformance and identify opportunities for improvement. c. Total Quality Management conduct critical control points system(CCP) daily in daily basis for monitoring operation process, detailed procedures contained in Audit & Quality Assurance procedure, in order to ensure conformity with applicable standards, requirements, regulation, etc (STM 3.2.1) d. Total Quality Management conduct regularly evaluation system for operation process, detailed procedures contained in Audit & Quality Assurance procedure in order to ensure conformity with applicable standards, requirements, regulation, etc (STM 3.2.1)

2.25.4

Monitoring and measurement of services(Quality Program): a. Total Quality Management Manager has overall responsibility for planning (GRH 1.9.1) and implementing monitoring / audit system through his team for all activities needed to verify all target, goals, requirements, standards, etc. are met at appropriate stages of the services realization process in accordance with the applicable control plan (STM 1.7.2). b. The scope of monitoring and measurement system by Total Quality Management is applied on all operational processes, detailed procedures contained in Audit & Quality Assurance procedure summarized as follows: (STM 1.7.2) Total Quality Management Manager will establish annually Trouble shooting schedule defining each service/process to be focus and area to be covered on monthly basis in order to enhance service quality, and safety and security issues. Chapter 2 Cont.

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2. Station Quality Management System Monitoring and measurement of services (Cont) -

Operational Management, conduct the trouble shooting schedule accordingly and forward results to Audit & Quality Assurance Manager for further analysis.

c. Operational Management should maintain records of release service conformity with customer requirements.
2.25.5

Control of Nonconforming, applied standards, regulations, requirements, etc : (STM 3.2.1) a. Operational Management through their team have overall responsibilities to document maintain record, segregate, and avoid of nonconforming against applied standards, regulations, law, requirements, etc b. Total Quality Management Manager through his team has overall responsibility for : - Manage and ensure implementing an effective control monitoring and evaluation system in order to ensure avoided of nonconforming of applied standards, regulations, law, requirements, etc - Ensure significant issues arising from quality control system subject to regular review (i.e. corporate management daily briefing, operation daily briefing, QMRs regular meeting, corporate management regular meeting, etc c. Quality controller Personnel responsible for conduct monitoring quality program shall ensure: (STM 1.7.1) (STM 3.3.1) )STM 3.3.2) - Compliance with applied standards, regulations, law, requirements, etc - Reporting daily basis risks, hazardous operations(if any), and; - Has full authority to stop operation process/services to correct quality, safety & security problems, and; - Verified services provided by sub contractor such as SAMES Co. that provide fumigation & disinfection services. - Liaison with airport authority & customer airlines at station related to safety & security issued. d. Quality Controller and/or inspector should document finding, synchronized with operation concerned to define the root cause, address corrective and/or preventive action need, and follow up evaluation and verify action taking to ensure finding is not reoccur. Chapter 2 Cont.

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Control of Nonconforming, applied standards, regulations, requirements, etc e. Operational Management through their team should Identify & document of nonconforming occur and immediate correct nonconformance (if any). f. Quality controller authorized personnel agreed the nonconformance into the corrective / preventive action and release. (STM 3.3.2) g. Operational Management immediately forward Marketing & Sales Department for appropriate action if nonconformance occur against customer requirement.
h. Operational Management through Marketing & Sales department

notifies the customer immediately upon discovering that nonconforming requirement has been shipped. In the event nonconforming service is detected after delivery or use has started.
2.26 2.26.1

Analysis of data Operational Management should collect and analyze necessary data, using appropriate statistical techniques to determine the suitability and effectiveness of QMS processes applicable to their area(s) of responsibility and to identify opportunities for improvement. At a minimum, data is requested for analyzed to assess achievement of the objectives, customer Satisfaction. Operational Management and Chief Human Recourses should be: (STM 1.2.3) (STM 3.2.1) a. Act or delegate appropriate personnel to conduct a checklist of Occupational & Health regular and irregular Inspection at their respective area. b. Manage all issues has been raised such as corrective/preventive action. c. Inform all concerned personnel of the results of inspection and action taken. d. Maintain appropriate records for 6 month period.

2.26.2 2.26.3

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2. Station Quality Management System Analysis of data (Cont)


2.26.4

Operational Management are responsible through his self or delegate appropriate personnel to: (STM 3.1.1) a. Conduct Accident/ incident regular and/or irregular investigation, reporting, analysis, etc. in order to ensure effective investigation program and Notify customer airlines in case of accident/incident occur, more detailed is defined in this manual chapter (8) . (STM 3.1.3) b. Daily basis recorded all events (if any) in the GS website shire point system (event program) accompany with whole investigation issues(i.e. event report, notification report, scenario, etc.) this records will be live records and subject for back up generation system as per schedule by GS I.T. Department. ). (STM 3.1.5) (STM 3.1.6) (GRH 3.6.4) c. Notify GS TQM Manager and customer airline if occurrence related, via notification report, and/or by phone if necessary (STM 3.1.6) d. TQM Manager through his team upon received event shall by notify the GS MD and other concerned if applicable about the nature of event. e. TQM Manager through his team ensure all stations events are action ,closed, maintained, consolidated, analyses for further action and subject to regular management review meeting. f. Notify the customer airline (s) and other entity in response to airside accidents and incident at stations. (STM 3.1.4) refer to chapter (8) in this manual. (STM 3.1.6)

2.27 2.27.1

Improvement (STM 1.2.1) Continual improvement a. The continual improvement process begins with the establishment of GS quality policy and objectives for improvement, Customer satisfaction, internal audit, management filed visit, process and service performance, and management review meeting, staff reporting, suggestions, surveys, change note request etc.

b. Consider evaluation of corrective and preventive actions a vital part of continual improvement program. Corrective actions are initiated when desired results are not achieved and preventive actions are initiated to prevent the occurrence of problems or to implement other improvement actions. (STM 3.2.3) GO TOP Chapter 2 Cont.

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2. Station Quality Management System Continual improvement (cont)

Continual Improvement through improved information flow:

Sharing of Operational Performance Data

Management Review& Setting Quality Policy & Objectives

Communicate Objective to all Operation Stations

Status Monitoring & Performance Reporting

Continual Improvement

Planning & Program Implementation

Operational Performance verification

Record Keeping & Performance Measurement

Operational Impl. Of Objective & Trucking

c. The overall effectiveness of continual improvement program (including corrective and preventive actions taken as well as the overall progress towards achieving objectives) is assessed through management review meeting. d. Total Quality Management Manager has overall responsibility for establishing and implementing an effective continual improvement system which includes improvement actions, as outlined in above, and corrective and preventive actions raised from inspection/audit conducted as outlined. (STM 3.2.2) (STM 3.2.3)

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2.27.2 Corrective action (STM 3.2.3)

a. Total Quality Management Manager through his team has overall responsibility for ensuring process of corrective action raised from defined External, Internal Audit, inspection, quality controller monitoring checklist, evaluation system, and customer complaint is developed, corrected, and action evaluated and verified. (STM 3.2.2) b. All Managers / Auditee are agreed on nonconformance and corrective actions are responsible for immediate correction and provide evidence (record) (GRH 1.9.2) of action being taken. c. Operational Management should be communicate Marketing & Sales marketing for handling customer Complaint, or/and feedback, and maintain record of the results action taken. d. Operational Management should be communicate Human Resources department who is responsible for handling Employees complaint, or/and feedback, and maintain record of the results action taken.
2.27.3 Preventive action (STM 3.2.3)

a. Total Quality Management Manager through his team has overall responsibility for ensuring process of corrective action raised from defined External, Internal Audit, quality controller monitoring checklist, evaluation system, and customer complaint is developed, corrected, and action evaluated and verified. (STM 3.2.2) b. All Chief/Managers/Auditee are agreed on nonconformance and preventive actions required are responsible for immediate correction and provide evidence (record) (GRH 1.9.2) of action being taken. c. Operational Management through Marketing & Sales department are responsible for handling customer Complaint, or/and feedback, to eliminate the causes of potential problems and thereby prevent their occurrence, and maintain record of the results action taken.

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2. Station Quality Management System Preventive action (Cont)

d. Operational Management Human Resources through Human Resources department who responsible for handling Employees complaint, or/and feedback, to eliminate the causes of potential problems and thereby prevent their occurrence and maintain record of the results action taken. e. Total Quality Management Manager will present results analysis of QMS, IOSA, and ISAGO External / Internal Audit, and Quality control for monitoring finding to management review meeting. (STM 3.2.2) (STM 3.2.4) f. The chief Marketing & Sales and Chief Human resources will be presented analysis results of customer (internal / external) complaint and customer feedback to Management review meeting.

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2.28

Risk management : (STM 1.7.1)

2.28.1 General

a. Risk management is a fundamental elements of the GS management strategy, GS applied a risk management process that identifies, analysis, control and responds to potential problems where ground operations are performed with sufficient lead-time to avoid crises. The principal objectives of this process are to: Enable a formal and systematic approach to identifying risks and uncertainties that might impact delivery of Services provided. Evaluate the probable effects of identified risks and uncertainties to support risk prioritization Develop a targeted risk or risk removal strategy. Manage and monitor inherent risks. Improve confidence to the customers airlines. Provide a robust completion date for the risks management.

b. GS developed one risk management approach that was tailored and applied to GS ground operations consisted of 5 elements that covered hazards identification, risk assessment, risk control, and risk monitoring as follows: Provide and implement risk management program that guided to how can apply the actions and timeframes created earlier, and ensure all those involved personnel understand and function the risk management plan and process, such process included but not limited as daily monitoring system, regularly evaluation program, management filed visit, safety inspections, etc. Develop a list of the potential risks, categories, and assess each category for risks. For example, for equipments category; determine potential risks related will be occurs (i.e. insufficient, un-optimum used, not in the assigned area, not inspected prior utilized, etc.). Determine the high-priority risks. Prioritize the risks: list them in order of their likelihood and how much of an impact on the project that risk will have if it happens. List the actions must be taking if a risk occurs, have plans in place that can reduce the chances of a risk happening as well as actions that can ease the damage of a risk should it occur. Assign tasks to specific people or departments to undertake the planned preventive/corrective actions, and create a timeframe to complete these actions. Chapter 2 Cont.

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2.28.2

Risk Management programs have the following risk management characteristics:


a. Feasible, stable, and well-understood to all users. b. A close partnership with user, operation, and other appropriate participants. c. A planned risk management process integral to the acquisition process. d. A program assessment performed early to help define a program which satisfies the users needs within acceptable risk. e. Identification of risk category, risk analysis and development of risk handling strategies. f. Acquisition strategy consistent with risk level, potentially risks conditions, and risk handling strategies. g. Continuous reassessment of program and associated risks. h. A defined set of success criteria that covers all performance, schedule, and cost elements. i. Metrics used to monitor effectiveness of risk handling strategies. j. TQM Manager has the overall responsibilities for applying the performance safety program throughout their team and curry out authority and responsibility synchronized with Station Heads and Station Quality Controller of communication and coordination with customer airlines, appropriate authority and/or concerned entity related safety issues (Quality Controller at station has the overall responsibility to manage safety program at station and submit all issue directly to TQM Manager.(STM 3.1.2). k. Formally documented.

2.28.3

Risk management plan process as follows: a. Risk identification and categorization of station operation such as new initiative/ changes. b. Quantify the risks that may have in the objectives, and/or in previously actual happened, in quantity or currency or in words and calculate the possible effect of the identified risk. c. Perform assessment, analysis, and determine the high-priority risks in order to prioritize the risks. d. Respond to a risk issue or event, and mange it into action plan. e. Monitor and control all identified risks, place notes or comments indicating any misuse of action of risks issue and who is responsible for the item. b. Regular review the risks impact for reassessment, improvement and satisfies the users needs within acceptable risk.

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Chapter 2 Cont.

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2. Station Quality Management System


2.28.4 Risk Analysis and management cycle: Risk Analysis & Management Develop Procedure & Process

Phase 1

Confirm Objectives

Phase 2

Confirm
Identify Risks objectives
Evaluate probability and impact of the risks

Phase 3

Risks Register

Phase 4

Plan Risk Response

Phase 5

Manage Risks

a. Phase one: This phase of the risk management procedure prepared for Plan, confirming acceptable level of risks objectives that identified a target number or percentage of occurrence. (STM 1.7.2) This step proved very useful as it ensures that all operation levels have a common understanding of the objectives and applied all efforts for achievable. b. Phase two: This phase is carried out risks identification and categorized (i.e. operational manpower, equipment utilized, work environment, infrastructure, communications, etc) and listed directly in detailed. GO TOP Chapter 2 Cont.

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2. Station Quality Management System Risk Analysis and management cycle (Cont)

c. Phase three: A preliminary evaluation of the risks is undertaken with ratings of between 1 (high) and 25 (low) being assigned for the probability of occurrence and its potential impact. Risks that are evaluated as being intolerable are then subjected to determining a more rigorous quantitative analysis and priorities. Risks identified at each level are fed into a risk register using a database that shall be considered. d. Phase Four: Risk responses, as a contingency plans to be developed for all intolerable risks, and each contingency plan identifies the particular trigger date and conditions associated with the risk to enable implementation of the action plan in sufficient time to minimize the risk to an acceptable level. For example, a change in aircraft type, say, MD 90 to 747 might require the team to redesign all operational activities such as equipments manpower, loading sheet figures, to accommodate these services and figures if the probability of this risk occurring is high. The action plan would identify trigger time and conditions for implementation of a scope change that would cause the delay of the aircraft e. Phase Five: This phase of the process is fundamental to its success. As situations change and the action taking progresses, new risks become evident, existing risks are reevaluated and trigger time/dates and conditions are monitored closely for activation of action plans. Tracks & compares the actual performance against the target rate or number , and regularly status reports that highlight the current status of each risk and the combined effects of the risks identified on the events are produced and communicated to all concerned. (STM 1.7.2)

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2. Station Quality Management System


2.28.5

Summary: a. A hazard becomes a risk because of people, procedures, aircraft and equipment, and acts of nature. b. People present the biggest risk for such reasons as attitude, motivation, perception, and ability. c. The Risk Management program will help GS to improve in areas such as: Training and awareness. The benefits are: Safer operation and Cost savings. Culture and attitudes. Reduced claims. The ability to carry out Establishment of a healthy risk self-assessment. management culture. (STM 1.2.3) Loss prevention and control. An enhanced reputation. Auditing procedures. More business.

2.29

Safety program (STM 3.1.1) TQM Manger and Operational Management shall ensures safety program applied for ground services that reducing accidents & incident by providing guidelines on reporting an accidents & incident and conducting an investigation and root cause analysis. In addition, this program, along with related risk management programs there are seven tools to prevent accident & incident: a. Training & communication : All new/exist employees receive a safety orientation, training, awareness program, and communicate all safety issues throughout safety campaign, safety booklet, bulletins, posters, website, etc. b. Quality Control & Evaluation system: Daily conduct monitoring the Critical control points (CCP) and regularly evaluation system that cover employee exposures to workplace hazards, with synchronized with operational management for ultimate aim of reduce accidents to zero. c. Safety Inspection: Conduct regularly safety inspection checklist to ensure free workplace hazards and complied with applied safety standards, rules, regulation.

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2. Station Quality Management System Safety program (cont)

d. Audit: Applying multiple Standards audit (QMS, IOSA, and ISAGO). e. Safety policy & procedure: Safe practice guidelines have been developed for the identify responsibilities, authorities, inspection, recognition, etc. f. Investigation: Provides the necessary information required identifying the root causes, corrective actions, and follow-up needed to prevent accident recurrences. g. Recognition and reward: The annual Awards program for all operators & driver and monthly safety man provides an incentive to perform operations safely and encouraged to avoid accident & incident.
2.30

Operational Risk assessment management process as follows: a. Identify the Threats. A threat is anything that could cause harm to the process or personnel. For example: weather condition expected sandstorm according to meteorology announced, some of the threats associated with this endeavor could include: personal personnel injury, sickness, vehicle/equipment accident, flights delay, etc. b. Develop Loss Statements list, determine ways the threats could result in injury or damage. Threats identified in the previous steps and turn them into statements that reflect the possibility of some type of damage or injury. For example, for the threat of inadequate and or insufficient tools/equipments, a possible Loss Statement may be Employees may be injured by using equipments instead of the specific equipment for handling aircraft and might damage occur to the aircraft.

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Chapter 2 Cont.

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2. Station Quality Management System

Operational Risk assessment management process (Cont...) c. Assess the Risks. After identifying the threats and developing Loss Statements, assess the risks by determining how likely the Loss Statements are to occur. This assessment should be evaluated in terms of probability of occurrence and severity of damage. For example, a scale of 1-25 for probability of occurrence and determine that it is highly likely that an employee may utilize another equipment/tool not as a specified. Then, evaluate the Loss Statement in terms of severity of damage on a scale of 1-25. If the employee falls; what will the severity of the injury be or damage the aircraft? This is a subjective question; the worse-case risk would be a probability of occurrence of 1 and severity of damage of 1. The best case scenario would be a probability of occurrence of level of 25 and a severity of damage level of 25. d. Identify risk reduction tools. After identifying all threats, developing loss statements, assessing the risks and now identify tools for reducing risks. For example, for the Loss Statement above tool/equipments to reduce the risk could be to purchase sufficient equipments and /or re-managing the available facilities, this may reduce the overall risk. e. Implement the risk reduction tools and supervise the process. After all appropriate risk reduction tools have been identified, they may be implemented. f. Chief/Managers/Stations Heads should supervise their effectiveness and go through this process again, if necessary, to further reduce risks.
2.30.1 TQM Manager ensure that all significant issues rose from corporate safety

program subject to regular review by GS Management review, and participated in the SVA executives COSCQ meeting as subsidiary to SVA to ensure development and administration of effective safety programs for ground Services. (STM3.1.1) (STM 3.1.3)

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2. Station Quality Management System

Operational Risk assessment management process (Cont...)


2.30.2

Corporate safety database process is part of SVA Corporate safety and security department responsibilities that relate to Saudi Arabian airlines, for foreign airline GS through operation Chief, Mangers, Stations Head, and TQM Manger have the all safety events database in order to (i.e. maintained, controlled, analyzed, , etc.), and process as follows: a. Daily an automation event report filled up(if any) accompany with the whole investigation ,status, and action taken by stations responsible through GS website- share point system then; (STM 3.1.5) b. Automatically the system alert GS TQM Manger or his delegated through e-mail message. (STM 3.1.6) c. TQM Manager through his team maintains and consolidates all station events for further action. d. These records will be live records and subject for back up generation system as per schedule by GS I.T. Department. (STM 3.1.6)

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2. Station Quality Management System


2.31 2.31.1

Station Emergency Response Plan: (STM 4.1.1) Each Station Head or his delegated is responsible to established/tailored and manage station emergency response plan in accordance with customer airlines and airport authority requirements as follows (ERP): (GRH 3.6.1) (GRH 3.6.3) (STM 4.1.2) a. Establish Station Emergency plan, regularly reviewed , updated if necessary, and ensure implementation. b. Ensure current version of Station ERP is accessible at each location where ground operations are conducted through publishing in the GS web site, and/or distributed through e-mail to section head/supervisor, and/or hard copy as applicable, and ensure acknowledgment from all concerned that they are aware as required. (STM 2.2.5) (STM 4.1.3) c. Assigned appropriate personnel's for execute the ERP and ensure they trained to perform ERP in suitable manner and all duty checklist is clearly defined and understood to ensure Station ERP implementation plan conducted as per defined in this manual clause (2.32) . (STM 4.1.3) d. Facilitate Emergency Command Center (ECC), designate an individual or group as the central point of control for all external communication. and provide all equipments and/or materials needs (telephones, fax, Internet, etc.) in the accident response. e. Coordinate with customer airlines, airport authority and/or other entity in order to execution of CERP and respond to a major accident, incident, or other disastrous occurrence parallel with governmental, airport and/or other local authority if applicable.

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2. Station Quality Management System Emergency Response Plan (Cont):

f. Station Emergency Plan addresses all aspects of potential events, including casualties in accordance to customer airlines and airport authority requirements and respond to a major aircraft accident or other operational event that results in fatalities, serious injuries or considerable damage. g. Emergency or crisis response is assumed by a governmental authority rather than by GS. In such case, an emergency response plan focuses on and addresses interaction with and / or participation in the governmental response to an emergency or crisis as applicable. h. The purpose of Station ERP as mentioned above is to ensure there is: An orderly and efficient transitions from normal to emergency operations; Delegation of emergency authority; Assignment of emergency responsibilities; Authorization by key personnel for actions contained in the plan; Coordination of efforts to cope with the emergency. Safe continuation of operations or return to normal operations as soon as possible.

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Chapter 2 Cont.

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2. Station Quality Management System Emergency Response Plan (Cont):


2.32

Station Emergency Response Plan Implementation:


1. Station Head coordinate with customer airlines and airport authority to defined functions and responsibility of each party, in the event of any type of accident/ incident. 2. Defined support which customer airlines is expected to provide when requested by airport authority during the initial rescue and stabilization phases i.e. GSE, transportation and personnel. 3. Arrange with airport authority all facilities and adequate equipments needs if possible. 4. Involve with airport authority to handle the evacuation plan and alarm notification if applicable. 5. Handling of baggage and other requirements needs on request. 6. Involve in medical services by trained personnel where no medical services exists in the holding area on request.

2.33 2.33.1

Station ERP Rehearsal : Station Head shall be conduct ERP rehearsal regularly, and provide guidelines for planned response to a major accident, incident, or other disastrous occurrence. (I.e. preparedness and drill, treatment of injures damage control, incident investigation, reporting, etc.) As following procedure:

a. b. c. d. e. f. g. h.

Familiarize personnel with responsibilities and plan; Ensure ready functionality of all equipment and facilities; Expose deficiencies in the plan and its execution; Test whether the plan is workable; Confirm that unit procedures have been developed; Validate the training of managers and emergency teams; Give people practice in actions that are different from their normal work; Improve timing and coordination of actions. Both are vital to limit losses.

Note:

- Use regular alarm and notification systems to start the rehearsal and
notify those who are involved. - Everyone must know it is a rehearsal. - Include such actual equipment and procedures as possible. Conduct Desktop ERP Rehearsal every year to test the ERP call-out & communication plan and ensure that all relevant information and equipment can be made available within the set time frame. Conduct Full Scale ERP Rehearsal on site activities every two (2) years to meet all of the desktop rehearsal objectives, plans and personnel, and to ensure coordination with other agencies can be achieved as planned.

i. j.

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2. Station Quality Management System


2.34

Spillage Response Procedure: (STM 9.2.1) (HDL 1.5.1)


Spill responses consider all the items listed below. The complexity and detail of the response will of course depend upon the physical characteristics and volume of materials being handled, their potential toxicity and the potential releases to the environment. 1. Station Head or his delegated shall provide and review the Material Safety needs of the hazardous materials you are handling or other references for recommended spill clean-up methods and materials, and the need for personal protective equipment (e.g. respirator, gloves, protective clothing, etc.) in accordance with customer airlines & airport authority requirements as applicable. 2. Contact concerned airport authority in order to acquire sufficient quantities and types of appropriate spill control materials to contain any spills that can be reasonably anticipated. The need for the equipment to disperse, collect and contain spill control materials (e.g., brushes scoops, sealable containers, etc.) should also be reviewed. 3. Ensure Place spill control materials and protective equipment in a readily accessible location. 4. Ensure assigned personnel are conduct regular monitoring prior aircraft arrival/departure in order to respond to any spillage found. 5. Spill response activities shall be applied during spill occur as follows::

a. Call immediately the concerned responsible at airport authorities of in the event of a spill occur or observed. b. Applied Evacuation for the building/area as appropriate. c. Set Instructions for containing the spilled material, including potential releases to the environment. d. Ensure availability of spill materials and personal protective equipment and distributed. e. Apply the proper means for disposal of cleanup materials (as hazardous waste) including contaminated tools and clothing. f. Maintain decontamination of the area following the cleanup. g. Discuss the spill response occur with all employees involved in the handling of hazardous materials in order to reoccurring. h. Supervisors of areas using or exposed to chemical hazards must ensure that all their personnel are thoroughly familiar with those hazards. Such familiarity to include appropriate first aid measures for each individual personnel. i. In the event of any injury or illness where assistance/ambulance is needed, call GS medical. 6. Type of spill my found as defined below but is not limited to be responded when founded: - Chemical Oil Fuel Water Greases Gases - Toilet west

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2. Station Quality Management System


2.35 2.35.1

Aircraft Evacuation Response Procedure:(STM 4.2.1)(STM 9.2.1)(HDL 1.5.1)

Station Head or his delegated involved due to their duty shall manage and ensure that all personnel are aware of their responsibility in the event of an aircraft emergency situation as follows: a. Customer services staff shall Ascertain that no equipment or impediment is obstructing the exit passage during evacuation of persons from the aircraft in an emergency and; b. Ensure essential equipment is available during the evacuation process and; c. All passengers are direct and removed to safe areas, and; d. All passengers and staff are evacuated. e. Notices shall be prominently displayed adjacent to the designated area giving clear instructions on actions to be carried out in the event of dangerous good breakage, spillage, damage or contamination. (HDL 2.3.3)

2.35.2

Notification: (HDL 1.5.1) a. Satiation Head or his delegated will be contacted customer airline and/or concerned entity and/or airport authority and/or fire department by telephone, radio, etc. Individually in the event of security issued, dangerous good incident, aircraft fire, and any spill such as fuel, oils, water, chemical, toilet west, etc. b. Call emergency (medical, fire, security) teams as appropriate. c. Keep in touch with all concerned till they informed and facilitate all efforts for emergency response.

2.35.3

The following guidelines are provided for emergency: a. In the Event of Aircraft Fire: Notify aircraft commander or other appropriated entity. Evacuate passenger and staff Secure the area Attempt to extinguish the fire.

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Aircraft Evacuation Response Procedure (Cont...) :( STM 4.2.1) (STM


9.2.1)

b. In the Event of Fuel Spill: (HDL 1.5.1) Activate emergency fuel must be shut-off. Notify aircraft commander or other appropriated entity. Evacuate all personnel, if required. Contain spill by use of initial spill response kit. Secure the area. All vehicles or motorized GSE are switched off, with the transmission in neutral or park and the hand brake applied. Place spill control materials and protective equipment in a readily accessible location. Assist the concerned airport entity if applicable in order to acquire sufficient quantities and types of appropriate spill control materials to contain any spills that can be reasonably anticipated. The need for the equipment to disperse, collect and contain spill control materials (e.g., brushes scoops, sealable containers, etc.)

c. In the Event of Dangerous Good Incident: (HDL 2.3.3) Any person becoming aware of a packaged containing infectious substances being damaged or leaking must avoid handling the package. Secure the area, isolate the consignment and identify source. Notify aircraft commander or other appropriated entity. Evacuate all personnel, if required.

d. In the Event of Security Incident: Assess threat and follow up the security process as defined in the SVA ASPM chapter (20). Evacuate all personnel, if required. All equipments shall be positioned as directed.

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2.36 2.36.1

Fire Emergency Response Procedure: (STM 9.1.1) Fire precaution program : a. Responsibility: - Station Head or his delegated is responsible for coordinate with the
concerned airport regulatory and/or customer airlines in order to provide, maintain, maintenance CADs firefighting equipment and personnel, where operation are conducted. It is the responsibility of the Station Head to keep in contact with the Chief of Airport Fire Services and the Airport Manager to: Keep himself and his people aware of CADs equipment availability, personnel and procedures. Maintain a current telephone or other contact procedures in case of fire or accident. Coordinate with airport authority for firefighting training if applicable in order to familiars certain staff for firefighting fire To keep employees informed of safety, health and fire problems that affect them Report immediately any inoperative fire safety equipment

b. Causes of Fire:
Unsafe acts and conditions, these are my immediate causes of fire: - Smoking in areas of airside operations. - Sparks - Electric shocks - Making improper devices - Spillage of fuel, gases, chemical, wastes, etc. - flammable vapors

c. Eliminations Methods for Fire Protective, All Employee: - No smoking permitted in the airside operations areas. - Be sure that coffee pots, heaters, stoves, etc., are approved, properly
maintained and are not used in fire hazard areas. - Keep all aisles / lanes / doors cleared for Fire Brigade access. - Be sure that appropriate fire extinguishers are present and accessible for everybody. - Keep all fire doors closed.

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2. Station Quality Management System Fire precaution program (Cont):

- Do not attach a wire, rope, cable, etc., to any part of a fire escape, standpipe, and auxiliaries fighting equipment, etc., unless it is an integral part of the equipment. Ensure that electrical equipment is approved for use in such an area and is properly grounded. Never slide metal over concrete floors in areas where flammable vapors may exist. Label all flammable liquids to show contents / precautions Never use devices capable of producing an open spark or flame in a hangar or any area where a flammable vapor may exist. Never wear steel tipped shoes while in or around aircraft or other fire hazard areas Never do maintenance offering potential spillage fuel or solvents without using drip pans. Clean up spills and drips quickly. Wash outdoor spills onto the ground and wet them down with water and detergent or chemical foam. Give warnings to all employs in the area to prevent fires until the area is free from vapor. Do not keep soiled clothing or rags in lockers. Tart these items the same as waste oil. Keep waste oil / solvents in closed metal containers approved for this purpose. Dispose of such wastes at least once daily. Never permit waste of any kind to accumulate. Store it neatly until disposed of. Fire extinguishers assigned to vehicles located outside airport shall be inspected during routing preventive maintenance.

d. Fire Extinguishers Equipments: - Fire extinguishers are life savings devices installed to protect personnel and property in emergencies by putting out small fires or controlling larger until the Fire Brigade arrives. The hand (pull around) cart which has one 15 pounds CO2 fire bottle is the standard Saudia firefighting equipment at all domestic provided by Saudia airlines.

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2. Station Quality Management System Fire precaution program (Cont): -

Once a bottle is used, even if not completely emptied, it shall be notify the concerned for replacement by a fully charged bottle. Every domestic station must have at all times a spare bottle. Used bottles shall be forwarded to the concerned if applicable, a tag indicating that bottle has been used and that a replacement is needed shall be attached to the used bottle when forwarding it to the concerned as requested.

e. Airport Authority: Charged with the responsibility for the maintenance and periodic inspection of all type fire extinguisher. Each bottle has a record attached to it indicating the date the bottle was last checked and its weight. This record is not to be removed and should always remain attached to the fire extinguisher. Station Head or his delegated coordinate with airport authority availability and accessibility of sufficient fire extinguishers and any damage or inoperative condition of the extinguisher shall be reported to the concerned and bottle shall then be forwarded to for repair if applicable. Station Head or his delegated is also responsible for training Airport Services personnel and to check them out on the use of fire extinguisher and fire fighting.

a. Fire Emergency Response procedure:


General:

- Station Head or his Delegated shall listing all trained station personnel GO TOP
as fire fighting volunteers and coordinates with airport authority or concerned on checking their fire fighting ability. keep in contact with the Chief of Airport Fire Services and the Airport Manager to: Keep the people aware of CADs equipment accessible at each area of airside operations and fire fighting procedures as trained. Maintain and published the current emergency telephone number in case of fire or accident to all staff Ensure fire extinguishers periodically reviewed and kept in serviceable condition and accessible at all times in the proper area. Only trained personnel permitted to use accessible equipments for fighting the fire in event of occur.

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2. Station Quality Management System Fire precaution program (Cont): -

A properly charged potable extinguisher or other approved firefighting equipment shall be on hand and manned whenever an engine is started or an aircraft is refueled. - Fuelling vehicles shall not be driven into or parked ramp area. Fire Alert:

- Alert Fire Department through three ways: - BY TELEPHONE: Dial the Local Fire Department No. _________
(enter local phone no.) and give the following information. a) WHERE the fire is located (Building, area, etc.) b) WHAT is burning Office, vehicle, etc? c) WHEN the fire started.

MANUAL ALARM: Follow the instructions written on the alarm, this usually means breaking the glass cover and pushing a button or pulling a lever. This action will operate a signal in the Fire Department. RADIO ALARM: This usually applies in the case of fire on the ramp. a) On your Radio, ask a colleague to call the Fire Department and tell him WHERE the fire is, WHAT is burning and WHEN the fire started. b) While he is alerting the Fire Department, immediately begin to put the fire out with the equipment provided. c) Ask colleague at fire area to inform all personnel onboard the aircraft to applied aircraft evacuation procedure if necessary. d) Ask trained personnel for start fighting the fire till fire fighting authority attendance.

Station Head or His delegated ensure strict implementation of investigation process in case of accidents, incidents and cases of any safety or security emergencies.

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2.37

Dangerous Good Procedure: (STM 4.2.2) (HDL 2.3.2( (GRH 3.4.4) loading/offloading dangerous good is understand accident / incident reporting procedure in accordance with customer airline and airport authority as follows: a. All accident or incidents involving the carriage of dangerous goods shall be reported immediately to airport authority and customer airlines as follows (PAX 1.3.3): Name of the reporting person or company; Date, time and location at which accident/incident occurred or was discovered. Flight number, aircraft registration mark, last point of departure, next point of landing, the geographical position of the aircraft if the accident/incident occurred during flight, and position of dangerous goods in aircraft. Description of the accident/incident, including any fatality, injury or damage. Names and addresses of shipper(s), forwarder(s) and consignee(s) of the dangerous goods if known. Particulars of the dangerous good consignment (class, label, marking, documents, packing, etc.) Name and title of staff who first discovers the accident/incident

2.37.1 Operation Management shall ensure that assigned personnel in charge for

b. c.

d.

Using SVA FORM 935-6726 dangerous good incident report or customer airlines form if applicable. Immediately telexed and/or email the form to SVA safety department (JEDGSSV) for SVA flight or foreign airline form if applicable to foreign customer airlines within 6 hours of the accident or incident. Inform Pilot-in commend without delay prior accident/incident occurrence.

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2. Station Quality Management System


2.38

Station Security Program: (STM 6.1.1)


GS is deeply committed to protectively addressing the security concerns of our customers airlines, employees, and propertys. To guide our efforts, GS has created a global policy to address the evolving nature of security in the operation activities, including services feature requirements, security threat assessment and tracking, and compliance with customer airlines and National Civil Aviation Security requirements.

2.38.1

Station Head or his delegated is responsible to synchronize with the concerned , control GS station security program in accordance with local civil aviation which is applied for all customer airlines in case no agreement specify such control as follows: a. The authority designated by a State within its administration to be responsible for the development, implementation and maintenance of the national civil aviation security program. b. Measures adopted to safeguard civil aviation against acts of unlawful interference. c. A source of Legal Regulations is National Civil Aviation Security Program for the Kingdom of Saudi Arabia. d. Contact training department in order to conduct an initial appropriate Aviation Security Training Program for all operational personnel and recurrent training shall be undertaken at such an interval to ensure that the employee retains their effectiveness as required; e. Establish and implement contingency plans to allow it to properly react to local aviation security related accident/incidents; f. Ensure that all operational personnel have access control to restricted areas of the airport and other facilities is undertaken to ensure that only authorized personnel gain access to these areas; g. Undertake security checks of aircraft if requested to discover weapons, explosives or other dangerous devices, which may have been placed on board the aircraft; h. Direct passengers and their cabin baggage for security screen during check in counter activities and or during boarding an aircraft as applicable; i. Apply monitoring & supervision to ensure that all hold baggage is secure and protected from unlawful interference during build area, transferring, and until it is loaded on the aircraft. (BAG 1.3.7)

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2. Station Quality Management System Station Security Program (Cont...):


j.

Ensure that it does not transport the baggage of passengers who are not on board the aircraft, unless that baggage has been subjected to appropriate security controls; baggage may be held until forwarded, claimed or disposed of in accordance with local laws, and ensure all areas are supervised, periodic check access controlled, areas well lighted and/or baggage return to makeup area for forward to customer airlines representative.;

k. If applicable, Establish secure storage areas where mishandled

l.

If applicable, Implement measures to ensure that consignments checked-in as baggage by courier services for carriage on passenger aircraft are screened; other than known shippers/ consignors or regulated agents, for carriage on passenger aircraft, must be physically searched, electronically screened or screened by other means. In addition, a person other than a known shipper/consignor or regulated agent must provide acceptable documentation as to identity,

m. If applicable, consider that all consignments accepted from persons

n. Notify pilot-in-command through PAX & LOD process when

passengers are obliged to travel because they have been the subject of judicial or administrative proceedings;
o. Notify pilot-in-command through PAX process as to the number of

armed persons and their seat location;


p. Ensure that during PAX & LOD Process the carriage of weapons on

board aircraft, by law enforcement officers or other authorized persons, acting in the performance of their duties, are covered by special authorization in accordance with the laws of the States involved;

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2. Station Quality Management System Station Security Program (Cont...):

q. Coordinated the implementation of risk assessment measures in

accordance to customer airlines and airport authority outlined below with the concerned authorities and agree that the deportees are classified as follows: - Low risk Deportee that does not require to be accompanied by Security Guard. - High Risk Deportee that require to be accompanied by Security Guard.
r.

Ensuring the implementation of the measures in accordance to customer airlines and airport authority the aircraft cleaning operations if applicable.

s. Ensuring the implementation of the measures in accordance to

customer airlines and airport authority the Standard of Access Control to Cleaning Stores if applicable.

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2. Station Quality Management System


2.39

Security Control at Airport: (STM 6.2.1) (STM 6.2.2) a. Station Head or his delegated is responsible to manage and control security program applied for all GS operational Personnel's at the airside airports. b. Establish access passes plan for all operation personnel, vehicles, motorized and/or non-motorized if applicable to ensure validity. c. Station Head or his delegated coordinate with GSHR Department and/or other entity if applicable in order to issue access passes for GS employees to restricted areas of the airport and other facilities such that only authorized personnel gain access to these areas. d. Ensure that authorized personnel prominently display security badges while in restricted areas of the airport and other facilities. e. Ensure GS Operational Personnel upon detected and/or suspected any defect such as unauthorized personal interference to the restricted operation area immediately reporting verbally and/or through radio, telephone, etc. to the supervisor or appropriate management level for promoted action. (STM 6.2.2) f. As the minimum security requirements at all airports assumed that concerned security authority is monitor the following aspects.(BAG
1.3.6)

Appropriate Landside / Airside separation. Controlled access of personnel and vehicles into restricted / sterile areas Effective passenger and baggage security screening. Passenger and checked baggage reconciliation. Effective security control of function conduct at the airport and miscellaneous items as well as their protection from the point where security measures have been applied until loaded onto the aircraft. Effective access control to aircraft on the ramp.

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2. Station Quality Management System

Security Control at Airport (Cont...): (STM 6.2.1) (STM 6.2.2) g. Operational personnel and other issue at the ramp also assumed that concerned security authority Appling the follows: - Must be screened before being allowed access to restricted areas, especially the Ramp. - Transfer of materials and shipments from the warehouse to aircraft, and vice versa, should he strictly supervised. - Unauthorized persons must not be allowed access to aircraft. - Random checks should be made of staff undertaking aircraft cleaning/ maintenance at aircraft steps. Such personnel are to be strictly supervised while any assigned work on-board is carried out. - All staff should be supervised while loading and off loading cargo and / or baggage into or from aircraft holds. - Safety representatives should co-ordinate with security staff in the handling of all collision incidents. - Passenger baggage identification process, whenever it is necessary must be supervised. - Monitoring of the ramp area is consider and any violations relating to operation personnel reported to the concerned department accordingly. - Passenger steps must be removed from parked aircraft. - All incidents requiring the attention of law enforcement authorities and occurring outside the ramp area should be referred to Airport Police. Other such incidents occurring elsewhere should be referred to Airport Police or Airport Security as appropriate to local procedures.

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2. Station Quality Management System


2.40 2.40.1

Security Threat Procedure: (STM 6.4.1) In accordance with customer airlines to serve or handling threats (define as being an expression of intention to inflict evil, injury or damage) against customer airlines. Classification: - Threats are classified in two categories: 1. Specific Threats: Some or all of the following factors are present; - The person giving the threat identifies himself/ herself and/or the States the organization involved. - The nature of the warning is specific. - The airline is specific. - A specific flight or location is mentioned - The exact date and/or time is stated. - In case of bomb message regarding an aircraft, the origin and/or destination of the flight is given. - Type of device and/or location in the aircraft is mentioned. 2. Non-Specific Threat: Some or all of the following factors are present; The person giving the threat does not identify himself/ herself The airline is not specified The flight is not specified The information is general in nature

2.40.2

3. Receipt of Threat: Messages are received in the following manner: - By telephone - In person - In writing

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2. Station Quality Management System Security Threat Procedure(Cont):(STM 6.4.1)


2.40.3

Threat Notification Procedure: (STM 6.6.2) 1. Station Head or his delegated shall handle all Security Threats against Customer airlines, if applicable, related to ground operation activities; 2. Station Head or his delegated shall communicate any Security Threats related to Aircraft, and facilitate any means of communication (Telex, Telephone, Mobiles, Fax, Email, etc) 3. Station Head or his delegated shall evaluate/assess the threat, and/or synchronized with TQM Department. 4. After evaluation/assessment and depending on the nature of the threat, shall notify Top Management or take the decision to activate the Emergency Center. 5. If required, shall communicate the threat to the concerned Government Agencies handling threat information and performing Risk Assessment.

2.40.4

Threat Assessment / Dissemination: 1. Station Head or his delegated coordinate with appropriate authorities for the assessment of threat information in terms of potential attacks against customer airlines, and; 2. Shall be responsible for the timely issuance of relevant threat assessments to the customer airlines. 3. The dissemination of such information shall be accomplished by appropriate means of communications.

2.40.5

Threat Management The level of threat to International Civil Aviation is determined by the appropriate authority in each state as is the determination of counter measures. - Level of threat classified as: Minimum Security Threat Medium Security Threat High Security Threat

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2. Station Quality Management System Security Threat Procedure (Cont): (STM 6.4.1)
2.40.6

Security Procedures / Bomb Threats: a. Role: Employees Receiving the Call If a biased telephone call is received threatening the security of passengers, aircraft and facilities, the following action must be taken simultaneously, as far as possible by the person receiving the call: - Write down the exact wording of the message immediately - Apply telephone tracing procedure, if such system is available - Pretend not to be hearing the conversation properly and ask the caller to repeat the message - Listen with concentration to the voice of the caller and to any background sounds - Immediately draw the attention of your supervisor during the conversation by writing the nature of the call on a piece of paper and handling it over to him - Try to prolong the conversation by asking the caller detailed questions, such as: What kind of a bomb? Where is it right now? When is it going to explode? What does it look like? Have you placed the bomb? Why? What is your name? What is your address/contacts?

b. Role: Shift Supervisor The supervisor should review the message and forward it to the Station Head by radio, telephone, fax, e-mail transmission or arrange its delivery by hand so that the station head or his delegated take appropriate action.

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2. Station Quality Management System Security Threat Procedure (Cont): (STM 6.4.1) c. Role: Station Head or his delegated:

Should inform the Top Management, customer airlines, and the concerned airport authority of the matter immediately. Manage station emergency response plan as need it, Notify all concerned & customer airlines immediately through proper communication by mobile, telex, fax, e-mail and defined all information necessary such as description of message, call timing, language, background voice, and all answer of questions as per defined above. Ensuring remote parking and inspection areas are assigned for threatened aircraft at least 500 meters away from buildings and other aircraft. Planning for rapid positioning of stairs / mobile lounges in the remote area to facilitate Passenger deplaning and transport to avoid Passenger injuries in case aircraft emergency slides are used for evacuation. Ensuring a secure assembly area is assigned for Passengers, if the aircraft is parked and Passengers are offloaded at the remote area. Assigning a secure area for high value and diplomatic mail. Arranging for necessary assistance of explosive experts from local police or military forces. Arranging for telephone call tracing if applicable. 2.40.7

Threat Received in Person Threat received in person may be in one of the following forms: a. Direct Threat: The individual making a threat in person must be carefully observed by the employee receiving it to determine the validity of the threat. The following factors should be considered in evaluating the individual: Disgruntled? Under the influence of liquor or drugs? Joking, not serious? Mentally / psychologically sick?

b. Indirect Threat Information received from a person other than the person making threat should be evaluated in the same manner as a telephone threat, or a threat received directly in person. The person supplying the information should be identified and his credibility assessed. GO TOP Chapter 2 Cont.

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2. Station Quality Management System Security Threat Procedure(Cont):(STM 6.4.1)


2.40.8

Written Threat Messages A written threat should be considered as initial information and evaluated in the same way as a telephone threat. The person delivering the written threat should be identified and his credibility and seriousness assessed. In the case of written threat, the letter, article and envelope should be carefully preserved for later forensic examination and utilization for laboratory procedures required.

2.41

Security Threat Measure: (STM 6.4.2) 1. The security measures (detailed attached) are provided for the assistance in determining response to security threat. 2. These are intended to complement the additional measures within the context of contingency planning for emergencies, alert situations and a general increase in the threat to international civil aviation. 3. Measures are recommended for implementation at each one of three different levels of threat. 4. These measures are general in nature as they have been developed to respond to general increases or decreases in the threat level. If specific information is available on the nature of the threat, measures may differ from those presented in this document. Examples of such information may include knowledge of the type of weapon and method of attack, specific knowledge about the potential target(s), etc. Available information of this kind may necessitate different measures or more targeted measures and should be handled by more directed responses and measures. As follows: a. Level One Baseline Measures In general terms, this can be described as a normal threat situation where, whilst there is no intelligence to indicate that any air carrier or airport has been targeted for attack, there is always the possibility of unlawful interference by groups and individuals about which there is no intelligence, or from criminals, the mentally disturbed, disaffected employees and the general public. At this level, baseline measures need to be in place at all times to manage the possible risk.

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2. Station Quality Management System Security Threat Measure (Cont): (STM 6.4.2) b. Level Two Intermediate Measures

Intelligence indicates the probability (relatively high probability vs. that for Level One) that a particular air carrier or air carriers and/or a particular airport or airports have been targeted for attack. At this level, baseline security measures should be enhanced to manage the increased risk. c. Level Three High Measures Intelligence indicates that an air carrier and/or airport has been specifically targeted for attack. At this level, baseline security measures should be further enhanced to manage the increased risk. 5. The level of threat to international civil aviation is determined by the appropriate authorities in each State as is the determination of countermeasures. The measures (detailed attached) are for guidance measures, customer airline may like to consider at each level of threat. The determination of enhanced measures should depend on: a. The nature and degree of the threat to which a given air carrier or airport is subjected according to the threat assessment; b. Full consultation between the State, the airport operators and air carriers on the basis for the assessment and the appropriate response to the threat; c. The expected or anticipated duration of an enhanced threat situation; d. The layout of facilities and the station and GS organization. e. Security staff and equipment available; f. Security standards which are currently applicable to flights and airports affected by an enhanced threat; g. The number of flights and passengers, the volume of baggage subject to enhanced threat procedures.

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2. Station Quality Management System


2.42 2.42.1

Contingency Plan: (STM 6.5.1) In accordance to customer airlines requirements as applicable, each Station Head or his delegated shall coordinate with airport authority, and other entity in order to ensure the following: a. Station Contingency Plans are developed and resources made available to safeguard operations against acts of unlawful interference. The contingency plans shall be tested on a regular basis. b. Security instructions, emergency instructions and contingency plans should be developed for each airport in order to response to aviation security incident. They should, at the very least, deal with: The screening of passengers, baggage, and stores; Action to be taken in respect of unlawful seizure or sabotage of aircraft and installations; Threats of such acts; Armed attack within airport boundaries; Armed attack on aircraft or installations from external points near the airport perimeter; Investigation of suspected explosive devices or other potential hazards at airports; and; Contingency plans, which should contain procedures for the disposal of such items. Contingency plans must be exercised every two (2) years to identify and eliminate any shortcomings and to ensure that the many agencies concerned have a clear understanding of their respective responsibilities. Contingency plans create an environment whereby all the resources available so as to effectively manage a response to an act of unlawful interference and bring about a successful conclusion to the incident.

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2. Station Quality Management System Contingency Plan (Cont...): (STM 6.5.1) -

Contingency plans for aviation security incidents should be compiled in much the same manner as airport emergency plans are prepared to deal with emergencies of a non-security nature occurring at airports. To achieve their purpose, the contingency plans should be set out in an easily understood manual (inclusion in airport emergency manuals should be considered). The responsibilities and required actions/roles of the various personnel/agencies involved in dealing with major security emergencies affecting airports should be included to ensure that there is: i. ii. iii. iv. v. vi. Orderly and efficient transition from normal to emergency operations; Designation of command authority and clear chains of command; Delegation of airport emergency authority; Assignment of emergency responsibilities; Authorization by key personnel for actions contained in the plan; Coordination of efforts to cope with the incident;

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2. Station Quality Management System


2.43 2.43.1

Security Investigation Process: (STM 6.6.1) Investigation of security Threats: a. Station Heads or his delegated shall conduct Investigation of Security incidents involving: Threats or acts of unlawful interference; Failure of implementation of security control; Participate with other Governmental Divisions in security investigation of any other security incidents as directed by HQ Top Management if required. Notify customer airlines in order to ensure participation of customer airlines representative in the investigation if applicable.

b. Even though serious offences are investigated by governmental authorities, GS at each station shall be responsible to conduct their own investigation of the incident related to their area where ground operations are conducted and produce their own reports in that regard. c. GS Operation intention is to enhance their knowledge of potentially dangerous security breaches. The implementation of an effective investigation group will help determine causality when incident occurs. d. The subsequent reports will help in making all concerned staff aware of the event. Also, by shedding light on the cause, reports will form a stepping-stone in providing solutions to prevent recurrences.
2.43.2

Investigation of Ramp Accident: a. Record the name, PRN and job title of the employee who checked the incident. b. Record the date and time of the incident. c. Record the identity information mentioned in the report of the persons involved in the accident. These should be verified from the originals.

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2. Station Quality Management System

Investigation of Ramp Accident (Cont): (STM 6.6.1) d. Investigation report pages should not be torn out under any circumstances. If for any reason a page is cancelled, it should be indicated on the page and signed by the employee and countersigned by the immediate supervisor. e. All documents and evidence should be enclosed with the reports. f. Maintain orderly reports, avoiding gaps. Sequence in lines should be maintained. Signature of the person, who caused the accident, where it can be established, should be obtained. g. Provide an analytical description of the area and the surrounds where the accident occurred. Include these in the report.
h. Attach photographs to the report.

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3. Responsibilities (Job functions)

Chapter Three Contents


Operational Management Responsibilities Supervisors Responsibilities

Chapter Three Contents


A/C Loading / Unloading staff responsibility Pre-Flight Arrival
A/C Loading/Unloading staff responsibility Flight Arrival- Offload A/C Loading /Unloading (staff responsibility) Flight Departure OnLoad A/C Loading/Unloading (staff responsibility) Post Flight

Baggage Coordinators Responsibilities

Baggage Representative Responsibilities

Forman Responsibilities Baggage Handling

Operators, and Driver Responsibilities: Baggage Handling, Fleet Services Helpers Responsibilities: Baggage Handling, Fleet Services Aircraft Movement (Operators) Responsibilities Aircraft Movement (Marsheller) Responsibilities Aircraft Movement SVA Engineering (interphone man) Responsibility Junior Worker Responsibilities

Forman Responsibilities Fleet Services Customer Services - Ramp Supervisor Duty Checklist Aircraft Dispatch (Staff Responsibility) PreFlight Arrival Aircraft Dispatch (Staff Responsibility) Flight Arrival Aircraft Dispatch (Staff Responsibility)Flight Departure Aircraft Dispatch (Staff Responsibility) Post Flight

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3. Responsibilities (Job functions) 3.1 3.1.1 3.1.2 3.1.3 3.1.4

Operational Management Responsibilities: (STM 1.1.1) (STM 1.3.1)

Ensure that the system is well designed and properly implemented. Ensure that resources are provided and free workplace hazards. Review all progress results periodically. Liaison with concerned department for the availability of resources equipment and manpower and to ensure that all staff knows their tasks and jobs. 3.1.5 Liaison and/or participated on periodic basis airside committee if applicable with relevant authority, customers airlines, custom, security and/or relevant entities to discuss all aspects of standards, requirements, safety & security issues, baggage handling etc. 3.1.6 Manage, develop & control all process issue. 3.1.7 Ensure all subordinates are complying with their responsibility. 3.1.8 Ensure all customer property used in the safe manner, and forward proper report to JEDGS-S for further action in case of property lost, damages or unsuitable, maintain, and update documented customer property list accordingly. 3.1.9 Ensure strict implementation of investigation process in case of accidents, incidents and cases of any safety or security emergencies. 3.1.10 Ensure that stock levels are maintained and safety requirements are met. 3.1.11 Ensure all operational staff is trained, qualify, and certified to conduct their duty in safely manner, and ensure all personnel involved with the operation are aware of applied fire protection emergency and alerting procedure, refer to SV GSPM chapter #3. (HDL 1.3.18) (STM 9.1.1) 3.1.12 Ensure that no portable electronic devices to be use by staff at the airside activities. (STM 9.5.2)

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3. Responsibilities (Job functions)

Operational Management Responsibilities (Cont) 3.1.13 Contact airport authority and/or concerned entity for modify, repair, upgrade the level of outside lighting at the aircraft parking in order to be will illuminated for prevent properties and safely activities. 3.1.14 Contact airport authority and/or concerned entity for reporting malfunctions of boarding bridge (if any) to be ready for passenger arrival and avoid delay or other issues related. 3.2 Supervisors Responsibilities:

3.2.1 Baggage Handling (Basement): a. Entire operation in basement and terminal supported by Basement Foreman, Group Leader, driver, and General Worker. b. Ensure availability and serviceably of ULD, GSE and utilized basement Baggage belt in suitable manner. c. Build up ULD for departure and send on ramp for departure aircraft. d. On arrival offload PAX baggage on belt and send it to arrival hall. e. Maintain Operation records. f. Supervising Basement Staff performance, environment, facilities, etc... 3.2.2 Baggage Handling (Ramp): a. Supervising loading and offloading of baggage and cargo / Mail from passenger aircraft. b. Ensure that upon arrival of aircraft staff and GSE are available to offload baggage / cargo / Mail and forward to PAX / Cargo Terminal. c. Upon arrival of the aircraft check ULDs conditions, if appear any damaged; (HDL 2.5.7) (HDL 2.5.8) d. Segregated damage ULDs and isolated in the proper location. e. Affix unserviceable TAG. f. Forward ULD along with the proper form to ULD workshop or as per customer airlines agreement/instruction. g. Forward the serviceable ULD's to the assigned area, and ensure it's segregated for easy accessible and avoid mishandling. (HDL 2.5.6) GO TOP Chapter 3 Cont.

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3. Responsibilities (Job functions)

Supervisors Responsibilities Baggage Handling (Ramp) (Cont) h. Compliance with the airport regulation to pulling the proper containers from basement to aircraft or conversely. (HDL 2.5.6) i. Putting all containers on the dolly correctively according to standard defined and no sharp appear during transferring in the ramp. (HDL 2.5.6) j. Coordinate between basement / cargo terminal for proper loading of cargo / baggage and on time departure of flight. k. Ensure loading Baggage, Cargo, and Mail, ULD's into the aircraft, and safely stowed in position according to the LIR, and no shipments with labeled Cargo Aircraft to be loaded into passenger aircraft. (HDL 2.2.2) (HDL 2.3.4) l. Conduct a cross-check of the final loading ULDs by number against LIR. (HDL 2.5.3) m. Ensure that baggage deliver timing standards are met. n. Ensures GSE are available on parking spot to handle arrival / departure Flight. o. Maintain compliance with safety requirements (Safety Cons, etc). p. Ensure all operational employees are wearing safety items during performing operational activities (i.e. gloves, reflective jacket, shoes, etc...). q. Maintain Operation records. 3.2.3 GSE Supervisor: a. Prepare necessary documentations of Ramp Pass for new Equipment arrives at stations and Ramp pass renewal coordination. b. Participation in investigation activities related incidents / accidents GSE / Vehicle and reporting to operational management accordingly. c. Perform inventory for motorized / non motorized equipment and ULDs. d. Coordinate with SVA Maintenance Department or other concerned in order to repair equipments unserviceable. e. Maintain proper record of GSE station allocation. f. Daily follow up all the time availability of equipment and to coordinate with SVA maintenance or other concerned for unserviceable / serviceable equipments.

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3. Responsibilities (Job functions) 3.2.4 Stores Supervisor:

a. Maintain stock of various items required for provisioning and support the cleaning group with materials and chemicals. b. Coordinate with concerned Department for replenishment of store level. c. Maintain Store Items issuance for Cleaning Group. d. Maintain Store records. e. Supervising Stores Staff performance, environment, facilities, etc f. Control store arrangement, issuance, receipt, and maintain storage documentation records. 3.2.5 Fleet Services Supervisor: a. Supervision all Ramp GS individual and Activities During shift supported by Ramp-Co, Jr. Service Representative, Operators, Drivers, Helpers and General Worker conduct aircraft interior Cleaning, Water / Lavatory Services, Windshield Cleaning, Loading and Offloading entertainment items i.e., Video Cassettes, Guide, Head Sets, etc., also loading and offloading various commissary items, pillow, Blankets and Lavatory Kits, etc. b. Communicate with various departments, i.e., TCC, FIC, Maintenance, Security etc, and control Movement of cleaning groups, keep track of all arrivals and departures and ensure that Services are provided according to standard. c. Ensure sufficient equipment for cleaning group, and Follow fire, safety and security procedures. (STM 9.1.1) d. Ensure inspection of vehicle and equipment is conducted before utilized. e. Ensure all items are prepared & provided according to aircraft and sector wise (i.e. kit of video cassettes, blanket, pillow, Headsets etc.). f. Ensure all operational employees are wearing safety items during performing operational activities (i.e. gloves, reflective jacket, shoes, etc.).

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3. Responsibilities (Job functions) 3.3 3.3.1 3.3.2 3.3.3 3.3.4 3.4 Baggage Coordinators Responsibilities: Ensure availability of required manpower & GSE. Maintain update flight information. Ensure sufficient coordination with FIC. Maintain Operation records. Baggage Representative Responsibilities:

3.4.1 Maintain loading and offloading of baggage and cargo / Mail from passenger aircraft. 3.4.2 Ensure that upon arrival of aircraft staff and GSE are available to offload baggage / cargo / Mail and forward to PAX / Cargo Terminal. 3.4.3 Upon arrival of the aircraft check ULDs conditions, if appear any damaged;(HDL 2.5.7)(HDL 2.5.8) 3.4.4 Segregated damage ULDs and isolated in the proper location. 3.4.5 Affix unserviceable TAG. 3.4.6 Forward ULD along with the proper form to ULD workshop 3.4.7 Coordinate between basement / cargo terminal for proper loading of cargo / baggage and on time departure of flight. 3.4.8 Ensure loading Baggage, Cargo, and Mail, ULD's into the aircraft, and safely stowed in position according to the LIR, no shipments with labeled Cargo Aircraft to be loaded into passenger aircraft, and the sequence of loading and unloading the aircraft has to be adhered to ensure ground stability. On the ramp: Loading the front hold first and finish with the rear; Unloading the rear hold first and finish with the front as per defined in the LIR. (HDL 2.2.1) (HDL 2.2.2) (HDL 2.3.4) 3.4.9 Conduct a cross-check of the final loading ULDs by number against LIR. (HDL 2.5.3) 3.4.10 Ensure that baggage deliver timing standards are met. 3.4.11 Ensures GSE are available on parking spot to handle arrival / departure Flight. 3.4.12 Maintain compliance with safety requirements (Safety Cons, etc) 3.4.13 Ensure all operational employees are wearing safety items during performing operational activities (i.e. gloves, reflective jacket, shoes, etc.). 3.4.14 Complying with reconciliation procedure. 3.4.15 Maintain Operation records. GO TOP Chapter 3 Cont.

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3. Responsibilities (Job functions) 3.5 Forman Responsibilities: Baggage Handling:

3.5.1 Comply with loading and unloading of aircraft as per laid procedures. 3.5.2 Ensure meeting standards of baggage delivery. 3.5.3 Complying with reconciliation procedure. 3.5.4 Collect information from Airline and assign Medical Lift. 3.6 Forman Responsibilities: Fleet Services:

3.6.1 Monitor cleaning group performance, and ensure that items are provided as per standard sector wise, obtain signature on CSC from in-flight supervisor. 3.6.2 Conduct & control services checklist, telexes in/out etc. 3.7 Customer Services : Ramp Services Supervisor Duty Checklist:

3.7.1 The Ramp Services supervisor or station supervisor is responsible for supervision and oversight of ramp operations. In doing so, he shall carry out the following supervisory duties: 3.7.2 Ensure that CSA- Ramp staff who perform aircraft loading/ unloading functions are trained, qualified and in possession of valid Dangerous Goods Handling license 3.7.3 Ensure that Load Controller staff is trained, qualified and in possession of valid Load Control license on the type of aircraft he is handling. 3.7.4 Ensure that Load Control staff are trained, qualified and in possession of valid Dangerous Goods Handling License as required by Saudia Special Load Manual. 3.7.5 Updated copy of aircraft GSPM, General GSPM, GEPM, and SERG are available in Ramp Services and Load Control offices accessible to all staff. GO TOP Chapter 3 Cont.

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3. Responsibilities (Job functions)

Customer Services: Ramp Services Supervisor Duty Checklist (Cont) 3.7.6 Updated copy of Special Load Manual (SLM) and latest edition of IATA Dangerous Goods Manual and IATA Live Animal Manual are available in Ramp Services/Load Control offices and are accessible to all staff. Review the actual load on the aircraft is in accordance with Loading Instruction Report issued by the Load Controller including passenger, baggage, fuel, etc. to ensure maximum aircraft gross weight is not exceeded.(LOD 1.6.2) (LOD 1.2.4) Live Animal, Dangerous Goods and Special Loads are loaded in proper aircraft-compartment in accordance with IATA Live Animal and Special Load Manual & IATA Dangerous Goods Manual. (LOD 1.3.3) Special load NOTOC Form is signed by loading controller and submitted 30 minutes before schedule departure for signature by the pilot in command. .(LOD 1.1.7) Ramp safety rules are observed including proper and safe use of GSE and vehicles on the ramp and in aircraft vicinity. GSE, ULDs and baggage carts are always parked in the designated area during aircraft ground handling or in the designated area in ramp when not in use. Serviceable ULDs are used on flights, unserviceable ones are obsolete, tagged, and send to the workshop. Ramp areas are clean and free from FOD. FOD containers are available in designated locations and are regularly emptied. Ramp staff is wearing protective items (shoes, muffs and hand gloves and reflective jackets).

3.7.7

3.7.8

3.7.9

3.7.10 3.7.11

3.7.12 3.7.13 3.7.14 3.7.15 3.7.16

Baggage during assembly, breakdown, loading, unloading processes is handled with utmost care. Baggage delivery to claim area is done within delivery standards GO TOP Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 9 of 22

3. Responsibilities (Job functions)

Customer Services: Ramp Services Supervisor Duty Checklist (Cont) 3.7.17 Ramp standard security measures, bomb threats, reconciliation, identification procedures are applied as required according to the security program. GSE are allocated to flights and unserviceable ones are sent to GSE Maintenance for repair Ramp incidents, accidents, emergency procedures are applied as required by emergency response plan. Flight handling telexes CPM, LDM, CTM, UCM and NOTOC messages are sent immediately after flight departure (LOD 1.8.4) Ground discrepancy, accident and incident report, if any, is duly submitted. Aircraft Dispatch (Staff Responsibility): Pre-Flight Arrival Collect flight data from FIC, number, aircraft registration, and parking. Check schedule and/or estimated time of arrival/departure. Collect flight documents from FIC office. Check and ensure the follows: Parking gate and bridge areas are clear and ready for arrival. Bridge auto leveling system smoothly deployed and operating Bridge is cleaned and warning devices are operable. Bridge is properly ventilated and lighted. Bridge is fully retracted and is parked within its ramp box. Area beneath the boarding bridge is clear. Reflective jackets, footwear and hearing devices are worn.

3.7.18 3.7.19 3.7.20 3.7.21 3.8 3.8.1 3.8.2 3.8.3 3.8.4 3.8.5 3.8.6 3.8.7 3.8.8 3.8.9 3.8.10 3.8.11

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 10 of 22

3. Responsibilities (Job functions)

Aircraft Dispatch (Staff Responsibility): Pre-Flight Arrival (Cont) 3.8.12 No FOD items or spillage on the ground such as water, oil, fuel, toilet west, etc. if any immediate call the concerned for cleaning of residue takes place under supervision. (STM 4.2.1) (STM 9.2.1) No parking equipment in restricted area Equipment and bridge operates have checked the equipment and ready to meet flight 10 minutes prior to ETA. Inform supervisor/duty officer that the level of outside lighting inadequate at the aircraft parking in order to prevent properties. If there is any malfunction of assigned bridge for the aircraft coming such as technical or other issue immediately inform station head for proper action. Aircraft Dispatch (Staff Responsibility): Flight Arrival Log ON time as recorded by the flight captain Brief vehicles operators to make a stop for a brake check before entering aircraft envelope. Ensure only the bridge operator is in the bridgehead until the bridge bar safely touches the aircraft, and no ramp stuff approach aircraft until aircraft has stopped and chocked and all clear signal is giving by marshaller. Ensure bridge operator is alert to devices lightly touching on the fuselage, and no gap that would allow a person or piece of equipment to fall to the ramp below. Bridge or step is properly positioned / aligned to the aircraft. In case of MD90 position regular passenger step at L1 door. When MD90 forward integral stair is used, assist cabin crew with handrail. Ensure no staff gathering (crowd) at aircraft door area during Passenger disembarkation. Collect flight document and deliver to concerned departments.

3.8.13 3.8.14

3.8.15 3.8.16

3.9 3.9.1 3.9.2 3.9.3

3.9.4

3.9.5 3.9.6 3.9.7 3.9.8 3.9.9

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 11 of 22

3. Responsibilities (Job functions)

Aircraft Dispatch (Staff Responsibility): Flight Arrival (Cont) 3.9.10 3.9.11 3.9.12 Log ON time as recorded by the flight captain. Brief vehicles operators to make a stop for a brake check before entering aircraft envelope. Ensure no ramp staffs approach aircraft until aircraft has stopped and chocked and All Clear signal is given by marshaller/ Maintenance. Ensure only the bridge operator is in the bridgehead during operating the bridge bar safely touches to the aircraft, and no ramp stuff approach to the aircraft until completed positioned. (HDL 1.4.6) Ensure bridge operator is alert to devices lightly touching on the fuselage, and no gap that would allow a person or piece of equipment to fall to the ramp below: (HDL 1.4.6) a. b. c. d. Bridge or step is properly positioned/aligned to the aircraft. Collect flight document and deliver to concerned departments. Supervise Passenger disembarkation. Advice the cabin crew of the existence of any gaps in order to cabin crew would then is able to alert the passengers and provide assistance as needed.

3.9.13

3.9.14

3.9.15

Ensure the customer service who is attending to arriving medical passenger using oxygen bottles should confirm that said SV oxygen bottles are returned to maintenance service. Ensure that all ground handling equipments (including all PAX step) are removed from the aircraft in the smoothly manner (upon advised by technical service personnel) and/or removing any PAX steps when an aircraft is parked with no one on board. (HDL 1.3.22) Ensure that no equipment is impeding the exit passage during evacuation of persons from the aircraft in an emergency case. (HDL 1.3.18) Assigned personnel for safeguarded and supervision on the aircraft access. Check that no unauthorized personnel with duty allowed passing into the aircraft.

3.9.16

3.9.17

3.9.18 3.9.19 3.9.20

If he has any suspicion, he must inform the station manager or his delegate to report the matter to the concerned entity. GO TOP Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 12 of 22

3. Responsibilities (Job functions)

Aircraft Dispatch Staff Responsibility: Flight Arrival (Cont) 3.9.21 Ensure that no foreign object that could be placed in the exterior part of the aircraft such as engines, wheel well area and wheel Comply with security process that applied in SVA Security Manual chapter (7) security control of aircraft for SVA aircraft : Overnight or layover parking; Aircraft search prior passenger boarding, after passenger deplaning, and/or after a security threat has been received if applicable. - Safeguarded the aircraft during condition of elevated security threat. Comply with security process applied in the foreign airlines Security Manual (if applicable) for ; - Aircraft search prior passenger boarding and/or after passenger deplaning. - Safeguarded the aircraft during condition of elevated security threat. Aircraft Dispatch (Staff Responsibility):Flight Departure Check the load manifest against load information relayed on LDM. Ensure aircraft is cleaned up to customer airlines standards, and proper positioning of steps before boarding. Ensure aircraft cabin temperature is convenient. Ensure completion of dinning & commissary activities. -

3.9.22

3.9.23

3.10 3.10.1 3.10.2 3.10.3 3.10.4

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 13 of 22

3. Responsibilities (Job functions)

Aircraft Dispatch Staff Responsibility: Flight Departure (Cont) 3.10.5 3.10.6 3.10.7
Pass payload to captain and obtain fuel figure and pass same to FIC/Load control. Ensure cabin security check is completed prior to boarding passenger. Check with Line Maintenance regarding any technical problems affecting on-time departure. Embarkation should never be held up in view of an aircraft on the ramp undergoing normal maintenance work and the Passengers should be boarded at the normal time without approaching or waiting for further clearance from the captain. However, at stations with no qualified maintenance personnel, the captains judgment will prevail for boarding the Passengers and his permission should be obtained. Coordinate with TC in-flight supervisor if aircraft refueling is performed while passengers are on board or boarding.(HDL 1.5.1) Ensure weather curtain deployed to the aircraft. Pass boarding clearance to FIC. Ensure cleanliness of stair and proper positioning of steps before boarding, if no jetties are used. In order to prevent conditions that could cause injury to passengers or ground handling personnel .(HDL 1.4.1) Supervise boarding process and ensure no gathering of staff (crowd) at the aircraft door area during boarding Monitoring and control the carry-on baggage at the aircraft steps. Undeclared dangerous good removed and excess or oversize hand baggage removed from the passengers to be loaded in the cargo compartment and to be included in the LMC. Issue baggage claim tags for removed baggage. Coordinate with the concerned to match transit passengers headcount with figures shown on LDM. Coordinate with in-flight services Supervisor before removing rear steps or jetty. Ensure flight documentation envelopes are brought on board. Ensure stamped general declaration on board as required. Ensure load control has submitted the load-sheet to the captain 10 minutes prior to STD/ATD. Coordinate with the concerned that advice the captain of number of fail to join passengers.

3.10.8 3.10.9 3.10.10 3.10.11

3.10.12 3.10.13

3.10.14 3.10.15 3.10.16 3.10.17 3.10.18 3.10.19 3.10.20

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 14 of 22

3. Responsibilities (Job functions)

3.10.21 3.10.22

3.10.23 3.10.24 3.10.25 3.11 3.11.1 3.11.2 3.11.3

Aircraft Dispatch (Staff Responsibility): Flight Departure (Cont) Ensure load control has applied LMC to load-sheet and advised captain Ensure that no personnel or passenger available or to be pass into the aircraft through the fueling zone and any ground activities shall be carried away from there, mobile is not permitted at this area, and no ground staff onboard.(HDL 1.3.18) (HDL 1.5.1) Advise the operator to remove forward step/jetty after advising cabin crew. Wait until the aircraft block out, and record the OUT time. Relay OUT and IN times to FIC. Aircraft Dispatch (Staff Responsibility): Post Flight Ensure ramp equipments are in proper parking position. Ensure aircraft parking area is clear from any debris or FODs. Report to maintenance services if observed any spillage such as water, fuel, oil, toilet west, chemical, etc. in aircraft parking spot. (HDL 1.3.18) (HDL 1.5.1) (STM 4.2.1) (STM 9.2.1) Report to FIC any delay discrepancy. Send telexes, if any, required in connection with flight. File all flight documents in station file. A/C Loading/Unloading staff responsibility Pre-Flight Arrival: Report on time and in proper uniform before handling any flight and check to ensure the follows: a. b. c. d. Flight file and date for any action message or memos. Log-book for any assignment or instructions. Bulletin and circular file for any new or updated procedure. Personnel on duty assign carry valid ramp driving license, valid dangerous good handling license, and wearing safety items

3.11.4 3.11.5 3.11.6 3.12 3.12.1

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 15 of 22

3. Responsibilities (Job functions)

A/C Loading/Unloading staff responsibility Pre-Flight Arrival: 3.12.2 3.12.3 3.12.4 Collect LIR, NOTOC from load controller. Ensure serviceable and clean equipments, containers, and pallets are utilized. Ensure parking gate is free from FOD, if spillage such (as water, oil, toilet west, chemical, and etc) are noticed notify maintenance immediately. (STM 9.2.1) Ensure GSE is parked in equipments stage are. Ensure all operators and necessary equipments will be approach to the aircraft are in position brake has been checked at safety stop line. A/C Loading/Unloading staff responsibility Flight Arrival- Offload: Ensure all operators and driver complied with Speed limit around the aircraft. Ensure guide person (marshaller) is available and in position to guide the operator for approach GSE or when backing from the aircraft using standard marshaling signal. (HDL 1.3.2) Check area around cargo/passengers doors for existing damage before ground equipment approaches to aircraft. Ensure all equipments brakes approaching to aircraft are engaged. Ensure priority in unload is given to F/J class and crew baggage. Expedite forwarding off-loaded baggage to baggage claim area. Ensure offloading dangerous good/special loads applied according to the SLM. Ascertain that no equipment or impediment is obstructing the exit passage during evacuation of persons from the aircraft in an emergency. (HDL 1.3.18)

3.12.5 3.12.6

3.13 3.13.1 3.13.2

3.13.3 3.13.4 3.13.5 3.13.6 3.13.7 3.13.8

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 16 of 22

3. Responsibilities (Job functions) 3.14 3.14.1

A/C Loading/Unloading (staff responsibility) Flight Departure On-Load:

Prior to flight departure supervisor on duty and his team shall ensure the following: (HDL 2.1.2)
a. All involved parties are informed of the planned aircraft position and for transit flights the estimated time of aircraft arrival. b. All personnel for aircraft handling, loading, passenger handling, and equipments are in position. c. Passenger boarding time is confirmed with the relevant authorities. d. Tracking traffic load activities and coordinate with the load controller any verbal exchange or discrepancy of load information occurs during loading activities through SIAT or FAX then notify loading supervisor by radio in order to apply LMC/ discrepancy report, and; (LOD 1.1.1) (HDL1.1.1) e. LMC box /column should be used only for any change in Traffic Load (plus or minus). If there is no LMC, the word NIL should be written on the LMC box/column. f. Handover discrepancy report (if any) to the pilot-in-command without delay. (LOD 1.1.2) g. Liaison is established with the flight and cabin crew. h. All required documentation is on board the aircraft. i. The aircraft is released for departure. Check aircraft cargo compartment for spillage, damage or missing restraint items such as locks etc. Report aircraft cargo compartment loading system deficiencies to maintenance for repair. Supervise loading operation and ensure aircraft is loaded in accordance with LIR, and : (HDL 1.1.1) (HDL 2.1.1) (HDL 2.3.2) (LOD 1.3.3) a. b. c. d. ULD are serviceable and correctly tagged, with the load properly secured. Lashing and load spreading is correct; The condition of dangerous goods packages are checked; Dangerous goods and other special loads are correctly handled and stowed in the aircraft e. Coordinate with load controller for any deviation in loading plan and record any loading deviation advised by load controller and record same in the LIR. (HDL 2.1.4) f. Ensure all loading function is completed according to the LIR, and return the LIR to the load control office defined deviation (if any) (HDL 2.1.4) (HDL 2.1.2) g. Ensure container/pallet locks are engaged, nets and restrains are properly placed.

3.14.2 3.14.3 3.14.4

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 17 of 22

3. Responsibilities (Job functions)

A/C Loading/Unloading (staff responsibility) Flight Departure OnLoad (Cont) 3.14.5


Ensure loading of dangerous goods is handling in accordance with IATA standard and/or refer to SV Special Load Manual (SLM) revision 12 (01.10.02 (G)/ 01.13.04 / 1.13.05 / 1.13.06 / 1.13.07) and secured or stowed in a manner that: (HDL 2.3.1) (HDL 2.3.2) a. Prevent damage to packages and containers during aircraft loading and unloading, orients packages on the aircraft so the hazard label is visible, and prevent movement that could change the orientation of packages on the air craft. b. If dangerous goods shipment appears to be damaged or leaking immediately prevented from being loaded into an aircraft, if its appears before loading and/or if already loaded in the aircraft, such shipment shall removed from an aircraft immediately, inform the customer airlines representative or its contact person for correction action and; c. Separation and segregation of packages on the aircraft to prevent interaction in the event of leakage. d. In the case of leakage, loading staff shall conduct 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, and;. e. Prevent transportation, immediate call the concerned (i.e. maintenance, housekeeping, etc.) to removal of hazardous from the aircraft without delay, and inform the customer airline that could change the orientation of packages on the air craft or other proper action. f. In the event of dangerous goods accident or incident involving any spillage, leakage or breakage follow procedure described in SLM (Emergencies), immediate call the concerned (i.e. maintenance, housekeeping, etc.) to removal of hazardous from the aircraft without delay, and inform the customer airline. (STM 4.2.1) (STM 4.2.2) (HDL 2.3.3) g. In the event of special loads and dangerous goods, sign and submit NOTOC to the captain 30 minutes before departure. (LOD 1.5.1) Ensure cargo compartment doors are properly closed and no personnel are left inside the compartment. Ensure guide person (marshaller) is available and in position to guide the operator for approach GSE or when backing from the aircraft using standard marshaling signal. (HDL 1.3.2) Supervise removal of all loading equipments smoothly and in safe manner from the aircraft vicinity and return to assigned parking positions in the ramp. (HDL 1.3.22)

3.14.6 3.14.7

3.14.8

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 18 of 22

3. Responsibilities (Job functions) 3.15 3.15.1

A/C Loading/Unloading (staff responsibility) Post Flight :

Control the carry-on baggage at the aircraft steps. Excess or oversize hand baggage removed from the Passengers should be loaded as checked baggage in the cargo compartment and to be included in the Last Minute Change of the load-sheet (LOD 1.2.9) 3.15.2 Issue baggage claim tags for removed baggage including oversized wheelchairs that can not fit in aircraft cabin compartment 3.15.3 Ask Customer Services staff or Passenger coordinator to match transit Passengers headcount with figures shown on LDM 3.15.4 Return LIR to load controller, ensuring that any deviation as recorded on the LIR are being incorporated on LDM/CPM prior to transmission including hold duty- free items, gate delivery items that exceed normal allowance, and other non-normal load item (if any) such as ballast used to be redistribute to place C.G within operational limit. (HDL 2.1.1) (LOD 1.2.9) (LOD 1.2.10) 3.15.5 Ensure applied LMC to load-sheet and advised captain. At this point the captain will enter the time in the acceptance block of the load-sheet. (LOD 1.2.9) 3.15.6 Actual transfer passengers, boarded passenger, and cabin baggage (if any). 3.15.7 Ensure ramp equipment is return to assigned equipment parking area or equipment staging area. 3.15.8 Send UCM messages as required, and any load handling messages NOTOC telex to down line stations as per SLM. 3.15.9 Report damaged or unserviceable ULDs. 3.15.10 Report quality performance discrepancies (SQPR). 3.15.11 File telexes, report and NOTOC in flight file.

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 19 of 22

3. Responsibilities (Job functions) 3.16 3.16.1

Operators, and Driver Responsibilities: Baggage Handling, Fleet Services: Conduct inspection checklist of vehicles and equipments before utilized, and segregate unserviceable in the proper place in order to transfer to maintenance and maintain related records for a period of 3 month. Transferring of GSE, vehicles, and ULDs from / to workshop with loading and unloading of aircraft as per laid procedures. Ensure that GSE are arranged in the assigned area, clean and tidy. Proceed to aircraft / terminal for transportation of passenger with special need. Conduct servicing to aircraft using stairs water and Lav. Truck and on request man lift for windshield they are assisted by helper for servicing and marshalling. Ensure each GSE accurately positioned to the aircraft and immediately deploy the stabilizers before starting the activities. (HDL 1.3.13) Check aircraft door area and cargo compartment for any damage or spillage, if found report immediately to maintenance. GSE Operator must stop GSE movement if he lost visual contact with the Helper when he approaches or backed from the aircraft. Comply with safety instructions and protective tools.

3.16.2 3.16.3 3.16.4 3.16.5

3.16.6 3.16.7 3.16.8 3.16.9

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 20 of 22

3. Responsibilities (Job functions) 3.17 3.17.1

Helpers Responsibilities: Baggage Handling, Fleet Services: Helper: Act as Marshall to assist GSE operator in a lighting equipment, and medical Lift that need to approaching and backing from the aircraft, using standard marshaling signal as follows: (HDL 1.3.2) (HDL 1.3.3) Stand in the proper positioned so that clearance from the aircraft, other equipment, vehicles or facilities can be accurately judged, and visual signal can be communicated to the GSE operator. If visual contact with the guide person is lost, the GSE operator stops movement of the GSE immediately. Communicates with the GSE operator using a higher voice and/or by standard hand signals when they are required. Guiding a GSE operator by standard hand signals.
Lifting Lower Indicate Distance

3.17.2

Comply with safety instructions and protective tools.

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 21 of 22

3. Responsibilities (Job functions) 3.18 3.18.1

Aircraft Movement (Operators) Responsibilities: (AGM 1.1.4)


Conduct inspection checklist of aircraft movement equipments before utilized, and segregate unserviceable in the proper place in order to transfer to maintenance and maintain related records for a period of 3 month. Transferring of the unserviceable equipment from / to workshop if applicable. Ensure that equipments are arranged in the assigned area and in good condition. Conduct servicing to aircraft using appropriate equipment approach to the aircraft for movement operation. Operates the GSE to move the aircraft from the parking location to the taxi out position. Equipment and vehicle are positioned clear of the movement path. Chocks are removed from all wheels prior aircraft movement from parking. Adequate clearance exists between the aircraft and facilities or fixed obstacles along with movement path. Ensure that the chock positioned forward of nose wheel is not touching the wheel; leave a small gap to prevent the chock becoming trapped.

3.18.2 3.18.3 3.18.4 3.18.5 3.18.6 3.18.7 3.18.8 3.18.9

3.19 3.19.1 3.19.2 3.19.3

Aircraft Movement (Marsheller) Responsibilities: (AGM 1.1.4)


Ensure all area of the operation is clear of ground support equipment and other obstacles. Guiding an aircraft by standard hand signals. As soon as the aircraft parking break, engine off ,chocks positioned , then release signal all clear thump signal {OK} to ramp staff approach to the aircraft. The ramp surface condition is adequate for movement operation. The ramp surface is clear from FOD. Power cables and loading bridge are detached prior aircraft movement from parking.

3.19.4 3.19.5 3.19.6

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 03 Page 22 of 22 (interphone man)

3. Responsibilities (Job functions) 3.20 Aircraft Movement SVA Responsibility: (AGM 1.1.4) Engineering

3.20.1 3.20.2 3.20.3

3.20.4

conduct inspection checklist of the aircraft exterior; Aircraft servicing doors and panels are closed; Communicates with the aircraft commander using a headset connected to the aircrafts interphone system or by standard hand signals when they are required. More details are defined through aircraft movement process in this manual.

3.21 3.21.1 3.21.2

Junior Worker Responsibilities Baggage Handling, Fleet Services: Performing aircraft interior cleaning plus loading and offloading fleet services related items to / from aircraft. Performing various work in deferent sections i.e. stores (i.e. replenishes items, clean and hygiene standard are maintained, assist day to day operation, etc.) Assist driver / operator on stairs / water truck / lavatory / man lift, and periodically conduct cleaning for GSE equipments. (HDL 1.4.1) Performing baggage handling behind containers, basement, and into aircraft hold.

3.21.3 3.21.4

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Chapter 3 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 1 of 59

Chapter Four Contents


Purpose Scope Process Load Control Process Load Control Activities (Ramp Services Job Functions) Weight & balance / Load Control Record Load Sheet & Message Balance Chart Loading Instruction Report (LIR) Load Message (LDM) Container/Pallet Message (CPM) Statistical Load Summery (SLS) Equipment in Compartment (EIC) Securing of Load Special Loading Cases ACARS Load Sheet Training & Qualifications Records

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4. 4.1 Load Control Purpose: (GRH 3.3.1)
To ensure that all issues, policies, systems, procedures and standards on Load Control are well maintained & updated. To define and communicate the relationship between Load Control functions, corporate functions, and others.

Date: March 2010 Chapter 04 Page 2 of 59

4.2

Scope:
Load Control Operation conducted where ground operation are performed and as per defined in the scope of services provided to customer airlines.

4.3

Procedure:
Airport Authority and/or SVA Sys. Airport Auto. Dev. Allowed to use the automation system such as DCS or AMEDOS or other applicable system as per agreed with the customer airlines if applicable, and coordinate any exchange information with the concerned in order to maintained and updated. And authorized for provide signature certification of produced record such as NOTOC, load sheet, loading/unloading instruction report, etc. ; (LOD 1.7.1) (LOD 1.7.2) (LOD 1.1.6)

4.3.1 The Load controller is the only authorized personnel with approved access from

4.3.2 The Load controller must strictly followed applied aircraft loading instructions as
per defined by customer airlines in order to ensure each flight released from any station determined the following: (HDL 2.2.1) a. Obtain aircraft data and update data according to aircraft type and costumer airlines requirements. b. Maximum Permissible Take-off weight involved is not exceeded. c. Prepare load sheet (trim sheet) according to aircraft data and load information. d. Aircraft is loaded to balance in such a manner that the center of Gravity (C.G) is within limits as prescribed, and as well as following optimum C of G customer loading policy.

e. The sequence of loading and unloading the aircraft has to be adhered to ensure ground stability. On the ramp: Loading the front hold first and finish with the rear; Unloading the rear hold first and finish with the front as per defined in the LIR. (i.e. MD-90 aircraft being tail heavy aircraft requires Unloading
sequences AFT/MID/FWD and Loading sequences FWD/MID/AFT) (Refer to SVA GSPM Chapter # 7 and/or foreign airlines manuals).

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Control process (Cont)
f. Ensure Baggage Representative is aware the LIR contents (for Loading of Aircraft) and / or off-Load plan (for arrival flight) to strictly following prescribed loading sequences according to aircraft load stability. g. That all deadload is restraint and secured in accordance with the customer regulations, such as (refer to SVA GSPM Chapter # 7 and/or Foreign airlines manuals)

Date: March 2010 Chapter 04 Page 3 of 59

4.3.3 Load controller shall be consider & compliance with customer airlines objective in
loading. And ensure;

4.3.4 Maximum weight as per Piece and Class by aircraft type, and as per customer
airlines standard. and determining;

4.3.5 Packages exceeding maximum weight per type of aircraft will termed as Heavy as applicable, and shall be handled as per customer procedure of advance arrangement for pieces heaver than normal which direct to cargo shipment that not acceptable as normal load. And ensure; 4.3.6 Compliance with customer airlines standard loading instructions that define the following aspects for loading: (HDL 2.3.1) a. b. c. d. e. f. g. h. i. j. k. l. m. n. Non-Stop Flights Multiple Stop Flights. MD 90-30 aircraft Closing of Lower Hold Doors Standard Gravity Forces G Lashing formula. Bulk loading Dangerous Goods Special Loading Cases. Carriage of Medical Equipment. Carriage of Live Animals. Cabin Loading of Checked Baggage. Carriage of Liquids. Automobile Shipment on Passenger Aircraft

4.3.7 Aircraft loading staff shall check condition of all ULD prior to load to ensure serviceability. GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Control Procedure (Cont) 4.3.8 Loading controller shall ensure the system of Unit Load Devices (ULD) Message is applied as per customer airlines process in order to ensure ULD Control Messages (UCM) (Movement of ULDs). 4.3.9 Loading Controller shall conduct customer airlines Payload control procedures to ensure the following aspects for loading: a. b. c. Passengers production (i.e. cancellation, delays, overflying, or any other non-routine operation). Removals and Refusals (maximum gross load). Priorities for Loading & Off Loading Date: March 2010 Chapter 04 Page 4 of 59

4.3.10 Load Controller shall be applied and compliance with Customer Airlines Load
Control Procedure in order to ensure: a. Weight and Balance conditions of the aircraft are correct, and within limit as well as ensuring that optimum C of G customer load policy are applied. b. The aircraft is loaded in accordance with customer regulations, and load /unload for aircraft ground stability in according with aircraft procedure. c. The information on the load sheet corresponds with the actual load on the aircraft.

4.4 4.4.1 4.4.2 4.4.3 4.4.4 4.4.5

Load control procedure is covered:

Load Instructions Report (LIR), Load sheet, and Balance Chart. Conduct supervision of loading the aircraft in accordance with LIR. Checking the load sheet against LIR, and other document, e.g. fueling order. Load control activities as per described in the Ramp Services (Job Functions. A pre-calculation of aircraft weight & balance and figures shall be compared with the final figures on load sheet including passenger weights, unless otherwise authorized by the customer airline and actual baggage weights as specified by the customer airline. (LOD 1.2.4) 4.4.6 All assignment personnel who is responsible for handling load control procedure shall complete all qualification, competences needs, and licensing. 4.4.7 Load controller shall applied and signed the produced documentation for each flight according to load control procedure and maintain flight file containing applicable documentation such as LIR, load sheet, NOTOC, SLS, discrepancy report (if any), balance chart, etc... (LOD 1.1.7) (LOD 1.1.4)

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.5 Load Control Activities :
a. Ensure that the Aircraft capacity and maximum weight limits are not exceeded. b. Estimation of available load figures for passengers, cargo and mail and passing it on to flight dispatch. c. Determination of maximum allowable traffic load (ATL). d. Ensure aircraft is loaded in accordance to the Load sheet and load distribution in accordance to LIR (Load Instruction Report). e. Define the ground stability of an aircraft during loading and unloading operations and avoid effecting of tail or Nose heavy aircraft on aircraft load stability by strictly following prescribed loading sequences per aircraft type to avoid aircraft Tip-over tendency. (i.e. MD-90 aircraft being tail heavy aircraft requires Unloading sequences AFT/MID/FWD and Loading sequences FWD/MID/AFT) (Refer to SVA GSPM Chapter # 7 and/or foreign airlines manuals).(HDL 2.2.1) f. Check passenger related MEL/restriction from dispatch release. g. Coordination with flight dispatch for possible readjustment of fuel release to accommodate more payloads. h. Coordination with line maintenance for fuel requirements. i. Applying payload priority procedures if available load exceeds maximum allowable payload. j. Distribution of load in such a way that it satisfies the balance restrictions as well as the optimum C of G aircraft loading policy. (LOD 1.2.2) k. Advising ramp agents on necessary shoring and lashing requirements. l. Effects of tail heavy / nose heavy loading in aircraft performance. m. Completion of the load-sheet and applicable balance chart. n. Relay of load message (LDM), Container/Pallet message (CPM), and statistical load summary (SLS), to next on-line station and other departments as applicable.

Date: March 2010 Chapter 04 Page 5 of 59

4.5.1 Basic Function:

4.5.2 Main Functions:


a. Report for duty on time and in proper uniform. b. Check the flight file and log book for action messages. c. Prepare all documents needed for load control functions.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.5.3 Pre- Flight Activities:
a. Review log book, bulletin and circular files for any changes or instructions. b. Check date file or future book for any telexes or memos. c. Check the flight data for: - Flight No. & Registration. - Aircraft type & configuration. - Operating variables (crew, pantry & cabin supplies). d. A pre-calculation of aircraft weight and balance to be conducted for each flight according to customer airline loading instruction report and trim sheet issued in order to ensure load is planned within aircraft structural limitations, and weight and balance limitations. (LOD 1.3.1) e. Ensure balance calculation according to center of gravity: (LOD 1.2.2)

Date: March 2010 Chapter 04 Page 6 of 59

f.

FWD, AFT, MED balance limits for each aircraft type. For some of customer airlines electronic system (Example AMADEUS, HOST & GOTEN) are utilized to prevent the exceeding of the aircraft structural CG. - For other customer airlines calculate CG found in trim sheet provided by customer airlines. Calculate maximum allowed payload permissible: (LOD 1.2.1) (LOD 1.2.4)

- For the flight weight that not exceed the structural limits of aircraft type
including all flight departing from any station according to standard passenger, crew, & actual or standard baggage weight.

- For some of customer airlines electronic system (Example AMADEUS /


HOST & GOTEN) are utilized to prevent the exceeding of the aircraft structural weight limit.

- For other customer airlines follow maximum weight found in weight report
provided by customer airlines.
g. Ensure weight and balance for each flight: (LOD 1.2.3)(LOD 1.2.6)

- Calculated based on current aircraft weight and balance data, including


bulk load, ULDs, and transfer ULDs. And; - Periodically verified the data used for calculation is current and correct.
h. Calculate EIC shipment for each flight, for specific rout and period (LOD 1.2.8) refer to Equipment in Compartment (EIC) in this chapter.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 7 of 59

Load Control Activities (Ramp Services Job Functions) Pre- Flight Activities (Cont)
i.

Calculate available payload, estimated zero fuel weight (EZFW) and send EZFW message to area flight dispatch according to the time sequence shown below: 1) Six (6) hours prior to STD 1st EZFW message. 2) Two (2) hours prior to STD 2nd EZFW or final message. 3) One (1) hour prior to STD Final ZFW message. Note: ten (10) hours prior to STD 1st EZFW message for all international critical flights only. (Critical flights are those flights restricted by maximum takeoff / landing weight, outside temperature, etc) Note: Aircraft loading carried according to the standard alphanumeric scheme that defines designated position in the area of aircraft and documentations would be established accordingly for each flight. (LOD 1.1.8)

On receipt of minimum fuel figures from flight dispatch, transmit it by telex to line maintenance. k. Coordinate with maintenance for fuel requirements, on later than 50 minutes for fuel loads different than standard. l. Apply priority procedures if total load exceeds maximum allowed payload. m. Alert check-in regarding load priorities, if you encounter payload shortage.
j. n. Produce an off-loading instruction/report as required including transit flights which includes the following: (LOD 1.4.2) (LOD 1.1.7)

Off-loading instructions. Off-loading report, to include load discrepancies. Off-loading certification. Summary of special loads.

o. Prepare manual or automatic report or massage that cover all information and data associated with ULDs tags, total bulk load statement onboard ,equipment control, and identifying load items that require special attention for each flight i.e. CPM, LDM (LOD 1.1.6) (LOD 1.1.7) (LOD 1.8.1) (LOD 1.8.2)

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.5.4 When Flight is on Ground: a. For Flights where the crow originate at that station: 1. Transmit final EZFW message to area flight dispatch copy flight operations (STN OC/OP) one (1) hour prior to STD, followed by phone call to local operation office. 2. Upon receipt of fuel release it must be transmitted to line maintenance, no later than 50 minutes. Prior to STD or revised ETD. Reconfirm by phone call. b. For Flights where the crow are transit & Ground Time Less Than 01 Hour: 3. Provide crow with final EZFW at Block-In Time. 4. Based on that final EZFW, Load Control should receive final fuel figure not later than 10 minutes after block-In. 5. Transmit final fuel figure to line maintenance by telex, at least 50 minutes prior to STD or revised STD, and confirm figure by phone call. 6. Revise load planning sheet, if necessary. 7. Prepare load instructions report and send to ramp personnel. 4.5.5 Re-dispatched flights: a. On receipt of dispatch release, transmit it by telex to line maintenance. b. Transmit final EZFW message to area flight dispatch copy flight operations (STNOC/OP) one hour (01hr) prior to STD, followed by phone to local flight operations office. c. On receipt of fuel figures from flight operations by telex/ confirmed by phone call, load control will transmit revised fuel figure to line maintenance by telex and reconfirm same by phone call. d. Transmit final payload to flight operations at 30 minutes before STD and reconfirm by phone call. e. Flight operations shall transmit final fuel figure by telex to load control and reconfirmed figure by phone call. f. Line maintenance, for this category of flights, will obtain final fuel figure from the directly who shall sign for new fuel figure on the fuel sheet. GO TOP Chapter 4 Cont. Date: March 2010 Chapter 04 Page 8 of 59

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.5.6 At Close out Time
a. When check-in counter is closed, traffic load staff coordinate and report any change of loading information to the load controller.(LOD 1.1.1) b. Load controller shall calculate final passengers & baggage including

Date: March 2010 Chapter 04 Page 9 of 59

each person travelling on crew seats in accordance with customer airline. And; (LOD 1.2.5) c. Watch for over-sale situations and correct it, where necessary. d. Load controller shall produce manually or electronically generated load sheet covered: (LOD 1.6.1) (LOD 1.1.7) (LOD 1.3.3)
Cross-checked against LIR and other information relative the actual aircraft load (i.e. ULDs, passengers, crew, fuel, etc). (LOD 1.2.5) (HDL 2.5.3)

Accurate load information, include weight data and distribution of load within the aircraft. Complete load planning sheet with final figures. Ensure maximum allowable payload is not exceeded and correct if necessary. And;
e. Ensure load distribution is : (GRH 3.3.2) (LOD 1.3.2)

- Within safe limitation and special load is comply with aircraft loading weight
allowances according to customer airlines definition of special load, and record any deviation in LIR, such special load cases address in this chapter (special load cases) according to customer airlines requirements.

- In case of special loads that do not comply with conventional aircraft


loading weight allowance will be repositioning and/or distributing according to SVA special load manual or customer airlines requirements. f. Review Wight & Balance conditions of aircraft (i.e. information, figures, load sheet, LIR, etc.) that calculated based on current aircraft Wight & Balance and advise loading staff, if necessary. (GRH 3.3.2)

g. On free seating flights, pass planned passengers figures in each cabin zone to traffic controller or passenger coordinator and cabin crew seats so that actual seating matches passenger distribution on the balance chart. (LOD 1.2.5)

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 10 of 59

Load Control Activities (Ramp Services Job Functions) Pre- Flight Activities (Cont)
h. Complete load manifest. i. If the LIR issued manually, load controller shall conduct a cross-check calculations against the load sheet in order to be verified prior to flight departure and ensure: (LOD 1.6.1) (LOD 1.4.3) Accurate load information, include weight data and distribution of load within the aircraft. Complete load planning sheet with final figures. Ensure maximum allowable payload is not exceeded and correct if necessary. And; Load distribution is within safe limitation and special load is comply with aircraft loading weight allowances j. Load controller, ensure load sheet prior to issuance to the pilot-in-command is checked to verify information within actual load on the aircraft which is include passengers, baggage, and fuel, and; (LOD 1.6.2) All information essential to operation of flight. Maximum aircraft gross weights are not exceeded. Weight capacity limitations for each compartment are not exceeded. Aircraft center-of-gravity limit are not exceeded. Fuel figures correspond to the fuelling order.

k. Applied "LMC" procedure to ensure: (GRH 3.3.6) (LOD 1.2.9) ) (LOD 1.6.3) Amended of load-sheet including hold baggage that exceeds normal allowances, gate delivery items that exceeded normal allowance, and other non-normal load items (if any) such as ballast used to be redistribute to place C.G within operational limit excess shall be defined according aircraft type. Ensure load distribution is within safe limitation and all load is comply with aircraft loading weight allowances according to customer airlines. l. Submit load sheet and balance chart to captain for signature at least 10 minutes before STD, that defined the actual load on the aircraft, dangerous good and/or other special load onboard the aircraft; include the position of each item. (GRH 3.3.4) (LOD 1.5.1) (LOD 1.6.4) m. Hand over to IFS/ Purser next stations copy of load sheet.

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 11 of 59

4.5.7 Post Flight a. Load controller shall send load message (LDM) and/or if required by customer airlines Abbreviated Load Information message (ALI) instead of LDM address and communication reference and standard message identifier and flight records as defined in the AHM 584 part (2), load and special information as AHM 584 part (3), supplementary information as AHM 584 PART (3), container/ pallet message (CPM) and statistical load summary message (SLS) immediately after flight departure. Including all passengers flights with transit stop. And; (LOD 1.8.4)
b. Complete Ground performance report including unit load device message

(UCM) that defined all information message in standard format for each applicable aircraft that not equipped with ULDs tags departing point-topoint flights or the last segment of multi-segment flight. And; (LOD 1.8.4)
c. In accordance with customer airline prepare & send container/pallet

message (CPM) manual and/or automatic for all passenger flights which contains all information and data associated with ULDs and total bulk load onboard for each flight. And; (LOD 1.8.1) (LOD 1.8.2)
d. Send statistical load summery (SLS) in standard format for each

applicable flight. And;


e. In event of potential discrepancy occurs complete discrepancy report

associated with the accuracy of weight and balance figures, immediately forwarded to the pilot-in-command, and reported along to the customer airlines. (LOD 1.1.2)

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.6 Date: March 2010 Chapter 04 Page 12 of 59

Weight& balance/ Load Control Record (Filing): (LOD 1.1.4)

4.6.1 Load controller shall maintain the weight and Balance records such as load-sheet, balance chart, statistical load summary (SLS) loading Report/LIR, Load Planning forms, Discrepancy report, if applicable, and Any other records related to each flight if applicable shall be kept in the station file for minimum period of 3 months from flight date or in accordance to the customer airlines requirement. (LOD 1.1.5) 4.6.2 Traffic control Manger, Operation Mangers, and Stations Heads has overall responsibility to manage and coordinate all applied processes and/or procedures of Loading control and; 4.6.3 Obtained the current edition of IATA Dangerous Good Regulations (if possible) or equivalent documentations that mandatory contains relevant information derived from the DGR such as SV Special Load Control (SLM) and should be accessible in the load control permissible area. (LOD 1.1.3) 4.6.4 Coordinate with airport authority and/or SV System Airport & Ground Equipment Services Development CC: 792 in order to ensure all type of Scales available at station are periodically checked and calibrated. Refer to SV GEPM chapter (06). 4.7 Load Sheet & Message The Load sheet & Load Message is to be completed for all passenger flights departing from any station in accordance with customer airlines requirement. and it forms part of the certificate of airworthiness of the aircraft. It is therefore essential that this document be completed very systematically and accurately in accordance with the current Load Control/Distribution procedures. (LOD 1.1.7) 4.7.1 In case of aircraft test/crew training flights, load sheet subjected to the following conditions: preparation is

a. Flight Dispatch will provide the following data to the Station Load Control concerned through Flight Release message.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont) b. Take-off and trip fuel based on the planned duration of aircraft test/crew training. c. Allowable maximum Take-off weight, maximum Landing weight & maximum Zero Fuel weight, name of the captain, number of the operating crew members, total person on board, a formal record of ULDs and total bulk load on each flight , to include load planning and aircraft weight and balance calculations , identifying load items that require special attentions on board, if any. 4.7.2 The Load sheet in case of aircraft test & training flights will be valid for that flight irrespective of single or multiple touch & go take-off and landings until: a. The aircraft wheels come to rest/stop. b. The aircraft is refueled. c. Any change in number of persons on board or any type of cargo/deadload on board is carried out. In any of the above cases, a new Load sheet must be prepared. 4.7.3 OBJECTIVE : It serves the following purposes: a. Computing weights of the total load in the aircraft and its distribution. b. Ensuring that the maximum permissible weights are not exceeded. c. Indicates the balance condition of the aircraft, in conjunction with the Balance chart. 4.7.4 Work Sheet Procedure: (LOD 1.3.3) a. Obtain information with regard to aircraft data for flight number, aircraft registration and cabin configuration/ULD version from Daily Movement Message. b. Obtain Basic Empty Weight/Index for applicable aircraft. Date: March 2010 Chapter 04 Page 13 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message Procedures (Cont) c. Construct Aircraft Dry Operating for that particular aircraft by adding the following weight factors/indices to the Basic Empty Weight/Index: (LOD 1.2.5) Operating Variables (crew compliment with or without baggage). Pantry /Cabin Supplies. Additional Crew in cockpit, if any. Other non-normal load items, if any Date: March 2010 Chapter 04 Page 14 of 59

d. Obtain the following maximum permissible weight according to customer airline manual: Zero Fuel Weight Take-off Weight Landing Weight e. Obtain your Take-off fuel and Trip fuel from the Fuel Release Message. f. Calculate the Allowed Traffic Load (ATL) for the flight. g. Compare the total payload (actual and/or estimated on hand for the flight). h. Determine if aircraft is overloaded and if so, apply the priorities of loading/off-loading procedures to ensure that maximum weights are not exceeded the allowed traffic load. (LOD 1.3.3) i. Completed/signed Load sheet including LMC must be presented to Pilot-in-command by minimum of ten (10) minutes before STD or revised ETD as applicable. This is to allow the Captain to check the Load sheet. (LOD 1.6.4) (LOD 1.3.3) j. LMC box /column should be used only for any change in Traffic Load (plus or minus). If there is no LMC, the word NIL should be written on the LMC box/column.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont) 4.7.5 COMPLETION The completion of the work sheet manually or customer airlines automated format will be in conformity with the specimen as explained hereunder: NOTE: The shaded areas of the Load sheet will comprise the Load Message. In case Lounge seats are used (if any), the number of passengers seated in the lounge will be shown in No. of passengers box/column. Main deck baggage/cargo (if any), shall be shown in Cmpt. 0. Seat Occupied by Cargo (SOC) will only be used for passengers blocking a passenger seat for their carry-on baggage (e.g. Diplomatic Mail, Musical Instruments, etc), shall be shown in Cmpt 0. Live animals (PETS) in passenger cabin will also be shown in Cmpt 0. Galley module or cart certificate will be received reedy packed from catering with label and baggage representative responsible for check, signed, load to aircraft and communicate with load controller for record and confirm all information required. (LOD 1.1.6) (LOD 1.1.7) Date: March 2010 Chapter 04 Page 15 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 16 of 59

Part I Addresses & Heading 1 2 2a Priority Priority Indicator Teletype printed addresses of customer airline Offices needing this information; addresses teletype code for subsequent two stations. Any other Department (teletype code addresses) as required. Originator Recharge Date/Time ACM XCA Initials LDM Flight A/C Reg. Version Crew Date Sec. Seq. Teletype address of originator. First two characters for airline code followed by an oblique line. Two characters representing date and four characters for GMT time the LDM is dispatched. Any cockpit crew in addition to standard operating crew complement. Any cabin crew in addition to standard operating crew complement. Initials of teletype operator. Standard Message Indicator. 2 to 3 letter airline code followed by up to 8 characters for flight number and date ex origin station separated by oblique line. 2 to 10 characters. No hyphen to be shown or transmitted. Aircraft seat configuration. Number of actual operating crew Date flight had started on its first leg if different than actual day of operation through your station. Sector Sequence (for statistical use only) Part II Operating Weight Calculations 15 Aircraft basic empty weight including all fixed equipment, system Basic Empty fluids, unusable fuel and configuration equipment including galley Weight / structure. Refer to applicable Aircraft Weight Report in the Aircraft Index GSPM for BEW/Index per type/group of aircraft. (LOD 1.1.6)

Address(s)

2b 3 4 5 6 7 8 9 10 11 12 13 14 14a

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 17 of 59

16

17

18

Standard operating crew complement. (Cockpit & Cabin) Note: Operating For additional Operating Crew (Cockpit & Cabin) more than the Variables/Ind standard crew complement found in Aircraft GSPM who are ex seated in the passenger seats, their total weight will be added to standard Operating Variables and their total number/s will be added to the respected Zone they are seated for balance trimming purposes. Pantry & All food bar, catering, galley dry goods, bond sales goods, and Cabin cabin supplies like pillows, blankets, newspapers & magazines, Supplies/Ind etc. (LOD 1.1.6) ex Weight & Index of additional crew (in addition to the standard operating crew complement) occupying the additional crew seats Additional in the cockpit. (LOD 1.2.5) Note: Crew in Cockpit/Inde For any Non-Operating (Deadhead) cockpit /cabin crew, etc.) x Total number should be added to items 44, 45 &46. The weight will be treated as Non-revenue (PAD) passenger and be trimmed according to the assigned seating position. Sum of items 15, 16, 17 & 18 and their corresponding Indices. Note: See Load sheet sample in 08.03.24 Unusable Fuel loaded in Aircraft Center Tank - Total unusable fuel should be added to Dry Operating Weight and its index effect included in the summation of the D.O.W index. The total amount of unusable Fuel load must be clearly Shown in the Dry Operating Weight columned. Dry Operating Weight=with 4,000 Kgs Unusable Fuel. - It must also be shown in the SI column showing total amount of unusable fuel and location: ex. 4,000 Kgs of unusable fuel in the center tank.

19

Dry Operating Weight/Inde x

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 18 of 59

Total Fuel on board less the fuel consumed before take-off, i.e. Taxi Fuel. Note: See Load sheet sample in 08.03.25 Unusable Fuel loaded in Aircraft Wing Tanks - Total unusable fuel should be part of Total Fuel Load and amount must be clearly shown in the Fuel Take-off column. ex. Take-off Fuel = with 4,000 Kgs Unusable Fuel. - It must also be shown in the SI column showing total amount of unusable fuel and location: ex. 4,000 Kgs of unusable fuel in the wing tank. Sum of items 19 & 20 weight. Part III Allowed Traffic Load Calculations 22 Maximum design Zero Fuel Weight. Please see appropriate Max. Weight reference in the Aircraft for Zero GSPM. NOTE: See 08.04.08 item 5 for Reduced Fuel MZFW due to MEL 28-8 PROCEDURE. Max. Weight Maximum design Take-off Weight or regulated operational Takefor OPL off weight whichever is lowest of a, b, c. Take-off Max. Weight Maximum design Landing Weight or regulated operational for Landing Landing weight whichever is lower. Amount of fuel planned to be consumed (Estimated Fuel Burned) Trip Fuel from Take-off to the first destination. Use lowest of a, b or c. This represents max. Take-off weight for Allowed this flight. a, b & c limitations are defined as: Weight for a = MZFW + T/O Fuel (item 20) Take-off b = OPL. Take-off Weight (item 23) c = Max. Landing Wt. + Trip Fuel. (item 25) Allowed Difference between item 21 and lowest of a, b & c limitations. Traffic Load (item 26) Part IV Load Information per Destination & Totals 28 Destination Airport of destinations 3 letter code.

20

Take-off Fuel

21

Operating Weight

23 24 25

26

27

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 19 of 59

29 30

No. of passengers No. of passengers No. of passengers

31

32

Cab Bag

33 34 35 36 37 38 38a 39 40 41 42 43 44

Total TR Total B Total C Total M Total U Total T Total T per Destination Distribution

Total number of transit passengers, including PAD (passengers available for disembarkation Male/Female/Child/Infant in boxes M/F/C & I respectively). Total number of joining passengers including PAD (same layout as item 29) Total number of outgoing & transit passengers (sum of item 29, 30 & LMC below). If there is a deadload to this destination but no passengers, zeros must be filled in. If there is no Traffic load to this destination, enter NIL. Cabin baggage weight not included in standard passenger weight. Split-up in: Transit, Joining and Total, including LMC per destination. (No trimming is required) Weight of Transit Deadload for this station. (To be obtained from incoming LDM or Load sheet). Weight of Joining Baggage. (Excluding item 32). Weight of Joining Cargo (including Company Material). Breakdown for Cargo Revenue/COMAT shown in the SLS. Weight of Joining Mail Weight of joining ULD/s (Tare Weight) Total weight of Deadload for this station (sum of items 33 up to 37 and LMC) Total weight of Deadload per each Destination station. Weight distribution of the different load categories per compartment and/or position for transit & joining B,C,M & U weights. Total weight of deadload (Transit + joining B,C,M, U & LMC) per compartment and/or position per destination. Total seats occupied by Transit passengers by class, including PAD. Items 29 (M, F & C), (infants not included). Total seats occupied by Joining passengers by class, including PAD. Items 30 (M, F & C), (infants not included).

Distribution Total Total FJY PAX (Transit) Total FJY PAX (Joining) Total FJY Total seats occupied by Outgoing FJY passengers including PAX PAD & LMC. Sum of Items 41 & 42 (infants not included). (Departing) INCL. PAD Seats occupied by Transit PAD per class (Infants not included) FJY (Transit)

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Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 20 of 59

45

46

47 48 49

50

51

Total seats occupied outgoing PAD by class, including LMC. Figure group of each class to be separated by an oblique. All PADS are included in the FJY distribution. (Infants not included). Total number of passengers of all destinations, TOTALS (No. Male/Female/Children/Infant of Passengers) (M/F/C/I). Cab Bag Total cabin baggage weight. Sum of cabin baggage weight (item Totals 32) per destination. Total weight of deadload items 33,34,35,36 & 37 for all TOTALS destination station. This reflects totals of item (38 & 38a) for all (Deadload) destinations. TOTALS Total deadload per compartment per destination. (Total of items (Deadload 40 per destination) distribution) TOTALS Total number of seats occupied by PAX per class. (Sum of items (Total PAX 43 for all stations.) FJY) TOTALS (INCL PAD FJY) Passenger weight Total Traffic Load Under load before LMC Zero Fuel Weight Take-off Weight Landing Weight Total seats occupied by PAD of all destinations. Figure group of each class to be separated by an oblique. All PADS are included in the Total PAX FJY distribution (infants excluded). Total weight of passengers based on the figures of item 47 M, F, C, & I (Male/Female 75/75, Child/35, and infant/10 Kgs.) (LOD 1.2.4) Total weight of the passengers, baggage, cargo, mail, ULD & Cab Bag (items 48+49+53). Allowed Traffic Load minus Total Traffic Load ( Item 27 minus item 54) Actual Zero Fuel Weight (Sum of items 19 & 54) Actual Take-off Weight (Sum of items 20 & 56). Actual Landing Weight (Item 57 minus item 25).

INCL. PAD FJY (Joining) INCL. PAD FJY (Departing)

Seats occupied by Joining PAD per class (Infants not included)

52

53 54 55

Part V Actual Gross Weight Calculations 56 57 58

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 21 of 59

Part VI Last Minute Change 59 60 61 62 63 64 65 Destination Specification CL/CPT +/Weight Destination of LMC Kind of LMC Class/Compartment and/or position of unitized load Identification for additional load (+) or reduction of load (-). Weight of LMC stated in item 60.

LMC Total (+/-) Identification of LMC sum total LMC Total (Weight) Total weight of all LMC to all destinations. Item 65 must equal or less than item 55. All changes in Traffic load occurring after issuance of Load sheet shall be considered as Last Minute Change (LMC). Entries and corrections on Load sheet shall be made as follows: 1. Traffic Load: LMC in Traffic Load shall be entered in the LMC box. Subsequent corrections to the previously calculated ZFW, TOW, LW may not be made provided that the total Plus/Minus (+/-) LMC is entered against each of their weights (item 65), and the total LMC remains within the under load (item 55).

66 LMC

2. Fuel: No LMC for fuel should be entered in the LMC box. If corrections to the Take-off fuel, and/or Trip fuel, a new calculation for allowed traffic load and under load (item 27 and item 55) with the correct fuel figures must be made, because the weight of possible LMC in Traffic Load is limited by the available under load. To prevent overloading the aircraft, the under load figures should reflect any changes of the fuel figures. Therefore, in case of any change in the take-off fuel figures, new calculations is required and prepare new load sheet if necessary to avoid overwriting or erasures. (Note: LMC limits should be within balance & under load).

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Sheet & Message (Cont...)
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 22 of 59

Part VII Supplementary Information & Notes 67 68 SI Notes Supplementary Information to be included in the LDM. Free format. Information not transmitted with LDM.

Part VIII Balance and Seating Conditions 69 70 71 Balance Seating Condition Total Passengers on board Prepared by/ License Number Balance conditions at Take-off % MAC. Seating condition (assigned seating S or frees seating F). Total number of passengers on board. Sum of item 47 (M/F/C/I) plus LMC. Load sheet Staffs Name in Capital, License Number and signature.

72 73

Accepted by: Signature of Pilot-In-Command.

Distribution shall be as customer airlines such SVA here below: Originating Stations File Flight Dispatch Envelope (Statistics copy) Flight Dispatch Envelope (Captains copy) Next Stations Copy Civil Aviation Department -White - Pink - Green - Yellow - Blue

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.8 Balance Chart: Date: March 2010 Chapter 04 Page 23 of 59

4.8.1 The general limitations of any aircraft with regard to the maximum operational weights (MTOW, MLW, & MZFW) and the Hold maximum weights are established to ensure the safe operation of the aircraft. 4.8.2 However, these are not the only limitations which govern the safe operation of the aircraft. 4.8.3 The load on board the aircraft must be properly distributed. To ensure this, the Balance Chart is used. This chart serves the following purposes: a. Records weights of the total load in the aircraft and its distribution in various cabin compartments and lower holds. b. Indicates the influence of load distribution on the aircraft center of gravity. c. Determines the center of gravity position at Zero Fuel Weight, at Takeoff and at landing Weights. 4.8.4 Procedure: a. Obtain information with regard to aircraft type, flight No., aircraft registration, and configuration, from Daily Movement message. b. Select the proper Balance Chart form applicable to the type of aircraft operating the flight. c. Obtain the Dry Operating Weight/Index applicable to your adjusted operating Empty Weight, from customer airlines manual if applicable such as SVA the Weight & Balance Manual or Aircraft GSPM. d. Obtain weight distribution (Passenger & Deadload) from Load Distribution Sheet. e. Indicate the influence of Load Distribution on the aircraft center of gravity. f. Indicate the effect of fuel on the center of gravity. g. Determine the center of gravity at Take-off, Landing and Zero Fuel weights, represented as %MAC, and take-off stabilizer trimmer setting. GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Balance Chart Procedure (Cont) h. C.G. (Center of Gravity) for Take-off, Landing and Zero Fuel weights are essential and must always be inside the C.G. envelope and as much as possible inside the given Optimum C of G Range for each type of Saudias fleet of aircraft, type of foreign airlines should be consider. i. Ballast is to be use in case of an out of trim condition after redistribution of passengers and/or deadload and also during light load flight. (Where no deadload to be redistribute to place C.G. inside the C.G. envelope). (LOD 1.2.10) Final Check the actual load on the aircraft prior to submit to captain in order to ensure actual loaded not exceeded applicable aircraft limitations. Date: March 2010 Chapter 04 Page 24 of 59

j.

4.8.5 Completion: The Balance Chart shall be completed in conjunction with the Load sheet & Load Message and Loading Instruction Report Form. AIRCRAFT B747-468 B747-368 B747-168 B747-SP B777-268 (Business) B777-268 (Hi-Density) MD90-30 ERJ-170 B737-268 BALANCE CHART 935-6908 935-6772 935-6497 935-6506 935-6909 Rev 09/98 935-6922 Rev 11/98 935-6915 935-7006 (10/05) 935-1806

It shall be completed according to the following instructions. The Ref No. on the specimen corresponds to the number as explained.

GO TOP

Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD)
Balance Chart - Completion (Cont...) REF NO. HEADING DESCRIPTION Section I Heading 1 to 8 Self Explanatory Section II Load Distribution 9 DOI Dry Operating Index as calculated from the summation of Indices of BEW, Operating variables, Pantry, Additional crew (if any) & Unusable Fuel loaded in aircraft Center Tank (if any). (LOD 1.2.9) Enter the number of passengers seated in each zone (infants are excluded). This figure should include any ACM and/or XCA occupying passenger seats according to number shown in the Load sheet. Enter the actual total deadload weight in each Hold. Make sure it does not exceed the prescribed Hold maximum weight limits. (LOD 1.2.4)

Date: March 2010 Chapter 04 Page 25 of 59

10

Section A,B,C,D &E FWD HOLD (Cmpt 1 & 2) & AFTHOLD (Cmpt 3,4 & 5)

11

Section III Load effect on Aircraft Balance 12 DOW Index Drop a vertical line down from the adjusted DOI until it meets the sloping line in Zone A scale. Starting from Zone A, for each cabin section scale, draw a horizontal line in the direction of the arrow to the equivalent of the number of the passengers, including additional crew members utilizing passenger seats (infant excluded).The arrow box shows the number of passengers in each segment. Continue with the rest of the other passengers zone until you drop a vertical line which meets the sloping line in scale for Forward Hold no. 1. Note: The number of passengers shown on the arrow box varies and the direction of the arrow may change according to the location of the section.

13 Passenger Sections

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD)
Balance Chart - Completion (Cont...) REF NO. HEADING DESCRIPTION Draw a horizontal line in the direction of the arrow equivalent to the total load in each Hold. To determine the number of scale increments, divide the total Hold weight (Ref. 11) by the weight in the arrow box. Drop a vertical line until it cuts the sloping line for the next Hold. Continue with the rest of the Holds scales until you drop a vertical line to the fuel scale. FWD/AFT Holds Note: The directional arrow points left for Forward Holds and right for AFT Holds. Drop a vertical line into the CG envelope (Ref. 18) Transcribed from the Load sheet (i.e. Total Ramp Fuel minus Taxi allowance plus total Unusable Fuel loaded in aircraft Wing Tanks [ if any ] equals = Take-off Fuel.) Copy Index value for total fuel and index from the Fuel Table at the back side of the Balance Chart form, which shows fuel weights against respective index units. For fuel figures lying between two values, interpolation of index is necessary. NOTE: Use B747 Aircraft Fuel Index in 08.04.09 for B747 Aircraft operation with Reserve Tanks Empty due to MEL 28-8. Draw a horizontal line in the direction of the arrow (for Take-off or Landing Fuel index) and drop down to the CG envelope (Ref.18). Typically, each increment in fuel scale represents one index unit. This envelope represents the safe loading limits of the aircraft. Shaded areas are not safe. This means that if the center of gravity lies in any shaded areas, then the aircraft load is not properly distributed and flight is unsafe. Redistribution of passengers and/or deadload is necessary to balance the aircraft.

Date: March 2010 Chapter 04 Page 26 of 59

14

15

Take-off Fuel

16

Take-off Fuel Index

17

Fuel Index scale

Section IV Aircraft Balance Condition

18

CG Envelope

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD)
Balance Chart - Completion (Cont...) REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 27 of 59

19

19

20

21 22

23

a) Draw horizontal lines representing take-off, landing & Zero Fuel weights. b) From Ref. (11). The intersection between your vertical line after trimming the last Hold and the horizontal line of Zero Fuel Weight, this intersection represents your CG at Zero Fuel Weight. Gross Weight c) From Ref. (17), after trimming the Take-off fuel Scale index, draw a vertical line to intersect with the horizontal line of Take-off weight. This intersection represents the CG at Take-off weight. d) From ref. (17), after trimming the Trip fuel index, draw Gross Weight a vertical line to intersect with the Landing weight. This Scale (contd) intersection represents the CG at Landing weight. The intersection between the take-off fuel vertical line and the take-off weight horizontal line represents the center of gravity (CG) expressed as a percentage of the MAC (Mean Aerodynamic Chord). (Values of this %MAC are shown on Take-off the CG envelope. Relate this point of intersection to the % CG % MAC MAC value grid & read CG %MAC. Record this value in the box ref. 20. Read the stabilizer setting for the calculated take-off CG Stabilizer Setting from the stabilizer trims setting scale. Record this value in for Take-off the box ref. 21. Sign & print name/license number of agent preparing the Prepared by Balance Chart. To be signed by Pilot-in-Command or his delegate as acceptance that aircraft is loaded in accordance with Accepted by current Saudia Regulations. The time of acceptance needs also to be entered.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.8.6 Balance Chart /Last Minute Change: (LOD 1.6.3) a. If any LMC falls up to the following limits, it need no longer be applied to the Balance Chart. However, the amount (+/-) or number of passenger/s must be recorded for the Captains information on the Load sheet. b. These limits will be: (LOD 1.2.4) ALL B747 AIRCRAFT: Any combination of passengers and deadload not exceeding 1000 kgs total weight. A300-620 & B777-268 AIRCRAFT: Any combination of passengers and deadload not exceeding 600 kgs total weight. MD 90-30 AIRCRAFT: Any combination of passengers and deadload not exceeding 200 kgs total weight. ERJ-170 AIRCRAFT: Any combination of passengers and deadload not exceeding 100 kgs total weight. NOTE: For any change in excess of the above limits, the Balance Chart must be amended and the resultant change in % MAC and Stabilizer setting must be recorded on the load sheet Above LMC Limits are only used / applied for Traffic Loads and not for fuel loads. Date: March 2010 Chapter 04 Page 28 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Balance Chart (Cont): c. N.B. 1. For any LMC corrections irrespective of whether the Balance Chart needs to be amended or not, inspection must be made of the C of G position at TOW, ZFW and LW to ensure that these points will remain within the safe loading limits envelope. This check is required due to the possibility in extreme cases where although an LMC will not affect the stabilizer trim setting at take-off; it might move the other two limitations into an unsafe area. d. B747 WITH RESERVE TANKS EMPTY (MEL 28-8) PROCEDURE 1. B747 aircraft with reserve tanks empty due to inoperative fuel transfer valve (MEL 28-8) will apply following procedures (Reduced MZFW / Total amount of Fuel in Center Tank are usable) and will use given Fuel Index(s) for B747 with reserve tanks empty: EXAMPLE: B747-368 flight with Reserve Tanks 1 and 4 empty due MEL 28-8. Center Tank Fuel load of 30,000 Kgs. B747-368 MZFW will be reduced by the amount of fuel loaded in the aircraft Center Tank. 247,207 KGS - 30,000 KGS = 217,207 KGS (reduced MZFW to be use for flight). e. FULE CONSERVATION PROGRAM Optimum C of G Loading 1. For fuel index based on the type of the aircraft refer to customer airline manual such as SVA GSPM chapter(8) 2. As per DG directives to all Marketing employees regarding embarking on aggressive fuel conservation program to ensure Saudia remaining competitive in the region and worldwide market. Date: March 2010 Chapter 04 Page 29 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Balance Chart (Cont): 3. Effort must then be exerted to ensure that loaded aircraft center of gravity (CG) are inside the Optimum C of G (%MAC) range given below as much as possible : Optimum C of G range per each type of aircraft: AIRCRAFT YPE B747-468 B747-368 B747-168 B747-SP68 B777-268 MD-90 OPTIMUM CG RANGE (% MAC) 19% - 23% 12% - 18% 15% - 20% 15% - 20% 26% up to END OF AFT TAKEOFF LIMITS (in B777 Manual Balance Chart) 17% - 23% Date: March 2010 Chapter 04 Page 30 of 59

ERJ-170(Empraer) 18% - 24% Distribution as per customer airline such as SVA as follows: Flight Dispatch Envelope (Captains copy) Civil Aviation Department Next Stations Copy Originating Stations File

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.9 Loading Instruction Report (LOD 1.4.1) a. The Loading Instruction Report (LIR) must be prepared for loading by the
Load Control staff for all passenger flights departing from any station, excluding Training & Test flights. b. Loading Instruction Report shall be prepared as per Type of Aircraft including: - Transit load, offload, re-load, on load, and define the ground stability of an aircraft during loading and unloading operations by strictly following prescribed loading sequences per aircraft type .(HDL 2.2.1) - Deviations from instruction - Loading certification, - Summary of special load - Loading position for specific hold - Certification shall be signed by load controller.

Date: March 2010 Chapter 04 Page 31 of 59

c. The LIR serves the following purposes:


1. To advise ramp staff loads instruction, the position and weight of deadload distribution per specific holds for loading, off-loading, and re-loading instruction. 2. To provide instructions to ramp staff for loading the aircraft in conformity with the balance requirements as provided by Load control. 3. To provide written and signed as a certification report from ramp staff to Load control staff that either the aircraft has been loaded as instructed or reporting any deviation so that Load Control staff can amend the load sheet accordingly. 4. To provide written and signed as a certification report from ramp staff to load control staff that either the aircraft has been offloaded as instructed or reporting any deviation so that Load Control staff issue discrepancy report accordingly.

4.9.1 Procedure : (GRH 3.4.1)


a. Load controller shall obtain information with regard to aircraft data for completion of top heading of the Form. And;

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Loading Instruction Report (Procedure Cont)
b. Observe Maximum Weight per compartment/Hold as shown on the

Date: March 2010 Chapter 04 Page 32 of 59

LIR. These structural maximum limits must never be exceeded. And;


c. Obtain Off & Transit informations from the last station load message

LDM/CPM, and distribute the joining load on this station in accordance with customer airline standard loading policy whenever practical, ensuring that balance condition of the aircraft is within the approved limits.
d. Loading Controller must be checked the deviation against the weight,

balance and loading limits and any necessary corrections made to the recorded weight and balance conditions before aircraft departure. And;
e. Complete signed the Loading Instruction Report and consider that

Loading and Load sheet activities are not complete and the aircraft is not cleared to leave until the load sheet and Loading Instruction Report are in agreement, below table containing a coding scheme for presenting load information interoffice document reports and message for each flight. (LOD 1.1.6) (LOD 1.1.9) 4.9.2 Completion :
REF NO. 1 2 3 4 5 6 7 8 HEADING Station Flight Date A/C Reg. ULD Version Prepared by Compartment Number Maximum Load DESCRIPTION 3 letter IATA Airport code of issuing station Flight number/identifier of flight for which the instructions are issued. Local date Aircraft Registration ULD version/configuration code of aircraft Sign & print name/license number of loading controller preparing the LIR. Compartment/Hold number, e.g. Cmplt. 1, 2, 3, 4, 5. Maximum structural limit weight/volume.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Loading Instruction Report (Procedure Cont)
REF NO. 9 HEADING Off-load & Transit (At arrival) Loading Instruction (At departure) DESCRIPTION Load to be off-loaded from a specific compartment or transit load per compartment. To be derived from the last station LDM/CPM. Joining load distribution and loading instructions per load category, e.g. BAGG, CGO, COMAT, MAIL, etc. Enter in accordance with current procedures, e.g. special load, zise, and/or heavy weight that might damage the cargo compartment if not secured, or may require special shoring, lashing, ,or would require special handling/stowage, like dangerous goods, etc. NOTE: The absence of special instructions does not preclude the person responsible for the physical loading, or from restraining individual items which may constitute a hazard, e.g. high density or awkward shaped cargo.

Date: March 2010 Chapter 04 Page 33 of 59

10

11

Special Instructions

12

13

Loading Report (including Show any deviation from original instructions. Deviation must deviation) & be approved by Load Control before being implemented, and Summery of summarized special load if any special Load Certification to be signed by the person responsible for the Certification loading according to the loading instruction.

4.9.3 Distribution: a. Copy 1 & 2: Original + 1 copy to Ramp Supervisor who will sign original and send to Load Control, noting any remarks/deviations. Then original to be kept in flight file. b. Copy 3: Copy on board with Load sheet for next destination station.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.10 Load Message (LDM): (LOD 1.8.3) a. The load message (LDM) must be prepared and transmitted for all Saudia passenger flights in accordance with standard format shown below. b. Sending the LDM in the standard format serves the following purposes: 1. LDM from non-automated stations are automatically read by DCS at down line station. 2. Constitute a common LDM format for speedy and efficient interline handling. 3. Enable the subsequent stations to know in advance the amount and location of disembarking and transit load on the aircraft, thus allowing them to plan and accept permissible joining load. (LOD 1.3.3) 4.10.1 Procedure: The shaded areas of the load sheet constitute the load message. a. The agent/Load controller shall prepare the LDM standard format by entering Flight No., date, aircraft registration, version, number of crew, number of passengers (Male/Female/Child/Infant), and deadload distribution from the Load sheet form. b. If there is no traffic load, NIL is printed and preceded by a full stop. c. The standard LDM is composed of four parts: Part 1: Part 2: Part 3: Part 4: Address and communication reference. Standard message identifier and flight record. Load information and remarks per destinations. Supplementary information. Date: March 2010 Chapter 04 Page 34 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Message (LDM) (Cont): 4.10.2 Completion: NOTE: Ref. No. used below are the same reference as shown in the Load sheet specimen on SAV GSPM Chapter (8).
REF NO. HEADING DESCRIPTION Address(s) to down line station plus JEDKMSV, plus (station HH & FF, if Ground Services exist) as shown in the Load sheet specimen. Standard Message identifier. It should be in separate line. Flight No., oblique followed by date of departure out of originating station. Example : SV1234/12 Aircraft registration preceded by a full stop. Example : .HZAIQ Cabin configuration preceded by a full stop. Each class is separated by an oblique. Example : .36/38/319 Number of crew, one digit for cockpit crew, oblique, 1-2 digits for cabin crew, preceded by a full stop. Example: .3/12 Part 3 Load Information and remarks per destination. Destination Airport of disembarkation of passengers and/or unloading of deadload. Use new line preceded by a hyphen. Example: - KUL If there is no Traffic load to this destination, NIL is printed and preceded by a full stop. Total number of outgoing passengers (Male/Female/Child/Infant) proceeded by a full stop. If there is deadload to this destination but no passengers, zeros must be filled in. Total deadload preceded by a full stop and letter T followed by (1-6 digits). Example: .T3000

Date: March 2010 Chapter 04 Page 35 of 59

Part 1 Address & Communication reference. 1-8 Priority Address

Part 2 Standard Message Identifier & Flight record 9 10 11 12 13 LDM Flight A/C Reign. Version Crew

NOTE: Ref. Nos. 10 13 should be on one line.

28

Destination

Part 3 Load Information & Remarks per Destination 31 38 No. of Passengers Total Deadload

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Load Message (LDM) (Cont): Completion (Cont):
REF NO. HEADING DESCRIPTION Load in compartment and/or positions. One digit for compartment designator, oblique, 1-5 digits weight of deadload, preceded by a full stop. This element is repeated for each compartment containing deadload for this destination. Example: .1/700.3/550.4/650.5/200 Total seats occupied by outgoing PAX per class including PADs & LMC, preceded by a full stop & identifier PAX, followed by oblique and total number of seats (1-3 numeric) occupied by passenger per class. The sequence of classes is shown in descending order of priority, (FJY). Example: .PAX/14/25/250 Note: In case of no passengers, zeros to be entered. Total seats occupied by outgoing PADs per class including LMC, preceded by a full stop & identifier PAD. The same format as in Ref No. 43 mentioned above. Remarks for the destination, loads requiring special attention, 1-10 numeric preceded by a full stop. Example: * Live animals in cmpt 5 ( .AVI/5 ) * Heavy cargo (180 kg) in cmpt 2 .HEA/2/180 Note: Remarks will follow just after the PAX or PAD for the destination. Part 4 Supplementary Information 67 Any other information pertaining to the whole flight may be printed at the bottom of the load message. It must begin a new line with the identifier SI followed by a space.

Date: March 2010 Chapter 04 Page 36 of 59

40

Distribution Total

43

Total PAX (FJY) Departing

46

INCL. PAD (FJY) Departing

Part 3 Load Information & Remarks per Destination

Remarks

SI

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 37 of 59

4.10.3 Distribution: One copy of the load sheet is passed to the Tele printer Operator for transmittal of the LDM. A copy of the LDM is to be attached to the Station file. 4.11 Container/Pallet Message (CPM): (LOD 1.8.5) (LOD 1.2.6) a. The CPM must be prepared and transmitted for all passenger flights, specifically aircraft operating with Unit Load Device (ULD). b. The loading information shown in the shaded areas of the LIR must carefully be copied. The ULDs position must conform to the LIR and the actual position of ULDs in the aircraft. 4.11.1 Procedure: a. The Load Controller shall prepare the CPM standard format as follows: b. Enter the Flight Number, date, aircraft registration, configuration/version, and ULD positions from LIR. c. Show positions not occupied by ULD as N. d. Identify load categories and ULD volumes by using IMP/ULD codes. (LOD 1.8.1) e. The standard CPM is composed of four parts: Part 1: Address & communication reference. Part 2: Standard message identifier and flight record. Part 3: Distribution and load information. Part 4: Supplementary Information.

4.11.2 Completion: Part 1: Address & communication reference: Example: Address to down line station plus JEDKMSV, plus (station FF & HH if Ground Support Services exist) must be transmitted.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Container/Pallet Message (CPM) (Cont): Completion (Cont):
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 38 of 59

Part 2 Standard Message Identifier & flight record 1 2 3 4 CPM SV880/12 .HZAIQ 36/38/319 Standard Message Identifier Airline designator (SV) followed by flight number, oblique and date of departure (GMT) out of originating station. Aircraft registration preceded by a full stop. Configuration/version code preceded by a full stop.

Part 3 Distribution and Load information 5 5.1 -11R -24P /AKE2120SV ULD Bay designation preceded by a Hyphen. ULD type code followed by its serial no., and followed by ULD owner airline preceded by an oblique. Station of unloading of ULD preceded by an Oblique. Omit station for empty ULD position N or empty ULD X. Load category codes. Each code or group of codes is preceded by an oblique followed by Load volume codes. Remaining volume code: 0 no volume available 1 quarter volume available 2 half volume available 3 three quarter volume available X empty Live Animals in Hold 5. IMP code proceeded by a full stop, oblique, and followed by loading position. Compartment 5 section 1 is empty. Loading position preceded by a Hyphen, oblique, followed by volume code.

5.2

/KUL /B /C /M /FB /JB /YB /TB /X /TFB /N /D /O 0 1 2 3 X AVI/5

5.3

5.4

5.5

5.6

-51/X

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Container/Pallet Message (CPM) (Cont): Completion (Cont):
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 39 of 59

Part 3 Distribution and Load Information (contd) 5.6 -5A/X Note: For A300 aircraft only, Section is designated by Alphabet (e.g. 5A/X it mean Compartment 5 section A is empty. Part 4 Supplementary Information 6 SI PER/31P/32P /41P /42P Supplementary Information. Use a new line beginning with SI followed by a space. Show any information or instruction at the bottom of the message.

4.12

Statistical Load Summery (SLS): (LOD 1.8.6) a. The Statistical Load summary (SLS) is to be completed for all customer airlines as required of passenger flights departing from any station, except for: 1. Crew Training flights 2. Test flights 3. VIP flights b. The Statistical Load Summary is an IATA standard format and meets the Statistical Department requirements. It is therefore essential that this document is completed very systematically and accurately in accordance with the current SLS procedures.

4.12.1 Procedure: a. Obtain information with regard to aircraft type, flight No., aircraft registration, cabin configuration and ULD version from the Load sheet/Load Message. GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Statistical Load Summery (SLS) (Cont): Procedure (Cont): b. Obtain information with regard to revenue/non-revenue passengers and cargo, and record weights in kilograms (kg) for passenger baggage, cargo, and mail. 4.12.2 Completion: a. All weights must be in kilograms (kgs). b. All figures must be on load (joining) traffic data, transit figures are not to be shown. c. All Last Minute change (LMC) must be included in the data recorded.
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 40 of 59

Part 1 Address & Communication Reference 1 2 3 4 5 6 Priority Address(s) Originator Recharge Date/Time Initial Priority Indicator Department/s needing SLS information ( at present SLS is required by JEDABSV & JEDRTSV only), further addresses may only be added with prior approval from JEDKASV. Teletype address of station sending telex. First two characters for airline code followed by an oblique. Two characters representing the date & four characters for GMT time that SLS is dispatched. Initials of Teletype Operator.

Part 2 Standard Message Identifier & Flight Record 7 SLS Standard Message Indicator Two letters airline code followed by flight number, oblique, followed by scheduled GMT date of flight departure in numeric. Note: If flight is delayed, date must be original date of scheduled operation, not the date flight operates.

Flight/Date

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Statistical Load Summery (SLS) (Cont): Completion (Cont):
REF NO. 9 10 11 12 HEADING A/C Reg. Version On Load Station Local Date DESCRIPTION 1 to 7 characters. No Hyphen to be shown or transmitted. Example: HZAIR Passenger aircraft seat configuration. Cargo aircraft shown as FREIGHTER. Three letter code of station of loading. 2 numeric for day 3, alphabets for month & 2 numeric for year. Example: 01Sep98 Airport of 1st destination (3 letter code) Total on load (joining load, excluding transit or thru data), total number of First class revenue adults, oblique, revenue children to next destination as shown in ref no. 13. Total on load (joining load, excluding transit or thru data), total number of Horizon class revenue adults, oblique, revenue children to next destination as shown in ref no. 13. Total on load (joining load, excluding transit or thru data), total number of Guest class revenue adults, oblique, revenue children to next destination as shown in ref no. 13. Total on load (joining load, excluding transit or thru data), number of First, Horizon & Guest class nonrevenue adults & children, oblique, total number of First, Horizon, Guest class infants to next destination as shown in ref no. 13. Weight of baggage (in kilograms -Kgs), of joining load as shown on the Load sheet to next destination as shown in ref. no. 13, excluding weight of ULDs. Total net weight of revenue freight in kilograms (Kgs) of joining load to next destination as shown in ref. no. 13 Net manifested non-revenue cargo in kilograms (Kgs) of joining load (Company Materials) to next destination as shown in ref. no. 13.

Date: March 2010 Chapter 04 Page 41 of 59

Part 3 Statistical Load Summary by Destination 13 14 1st Destination First Class passengers

15

Horizon Class passengers

16

Guest Class passengers

17

Non-Revenue passengers

18

Baggage

19

Freight

20

COMAT

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Statistical Load Summery (SLS) (Cont): Completion (Cont):
REF NO. HEADING DESCRIPTION

Date: March 2010 Chapter 04 Page 42 of 59

Part 3 Statistical Load Summary by Destination 21 Mail Total weight of mail in kilograms (kgs) of joining load to next destination as shown in ref. no. 13. Second Airport destination (3 letter code) Note: From 2nd to 6th Airport destination, boxes are to be filled the same as shown in Ref. Nos. 13 through 21. Up to 6 destinations can be shown on one SLS; each destination on load must be shown for single or multi-sector flights. Supplementary Information may be shown, in unlimited and free format text in the SI box. The SI required is information on changes and irregularities to transit or joining load & documents. The agent who completed the Statistical Load Summary and must be signed.

22

2nd Destination

23

SI

24

Prepared by

4.12.3 Distribution: As per customer airlines distribution and transmission such as SVA as follows: a. White Copy- Telex Operator: for transmission of SLS data to JEDABSV, JEDAKSV. b. Pink Copy - Statistics Department, Jeddah, (by mail) cc:624 c. Yellow Copy - Stations file.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.13 Equipment in Compartment (EIC): (LOD 1.2.8) Date: March 2010 Chapter 04 Page 43 of 59

4.13.1 Consisting of spares carried temporarily over a specific route, for a specific period. EIC is not included in the aircraft DOW/DOI, but is shown as non-revenue payload on load sheet. 4.13.2 EIC covers a number of items other than aircraft spares, e.g. company equipment items which are: a. Not manifested. b. Not included in the aircraft DOW. 4.13.3 Items under this classification may be: a. Temporary spares. (in addition to FKT) b. Loading accessories: i.e. any shoring & lashing equipment when on board. c. Extra catering supplies :( When loaded in the lower Holds) d. Stacked ULDs: In addition to those included in the operating ULD version/configuration of the flight, forwarded in a stacked position to a line station. 4.13.4 EIC Notification to Load Control: a. Load Control must be notified about the EIC shipment. It should be in writing and as much as possible in advance of the flight, by the concerned Department as under: b. For Temporary Spares shipments- By Stores; c. For Shoring & Lashing Accessories- By Cargo/Ramp Services d. For extra Catering Supplies loaded in Lower Holds- By Commissary Services e. For extra stacked ULDs (additional to the operating ULD version)- By Cargo/Ramp Services. 4.13.5 Load Sheet Process for EIC: a. The weight of EIC must be entered and added to the cargo weight according to destination. A remarks in the SI box should be mentioned, e.g. FKT/100/5. 4.13.6 SLS Process for EIC: a. EIC will be shown on the SLS under the payload column S. GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.14 Securing of Load: ( LOD 1.2.6) Date: March 2010 Chapter 04 Page 44 of 59

4.14.1 Restraint of individual items in certified aircraft holds and certified ULD is a safety requirement which must be adhered to at all times. Failure to do so will result in damage to the aircraft compartment, or ULD, as well as damage to the other load and it could affect the aircraft balance (during take-off, landing and turbulent conditions) which could be very detrimental to aircraft safety. 4.14.2 Accurate and actual weight of bulk load, ULD's will be received from passenger services counter, for transfer ULD's accurate weight will be found in CPM message and all of those weight will be included in weight and balance calculation for each flight. 4.14.3 Procedure: a. Restraint of individual items in certified aircraft lower holds and certified ULD(s). b. All individual item of load which by their nature, shape or density may constitute a hazard, shall be restrained. Restraint can be achieved by filling the compartment, net section, or ULD volumetrically, or by tiedown. c. Pieces weighing 150 kg or more, when bulk loaded in compartments or net section, should always be tied-down, except that tie-down is not necessary on single sector flights when the compartment/net section is volumetrically full. d. Pieces weighing 150 kg or more, when packed in certified ULDs should be individually tied-down except when the unit is volumetrically full. e. Particular attention must be given to restraining Dangerous Goods. In general, all packages containing Dangerous Goods must be stowed in an upright position if so indicated, have the hazard label visible, and they should be restrained to prevent their shifting, getting crushed, tipping or damage by other load. f. Securing of ULDs: All ULDs must be secured in the aircraft in accordance with Customer Airline instructions such as SVA GSPM Chapter (7). GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.15 Date: March 2010 Chapter 04 Page 45 of 59

SPECIAL LOADING CASES: (LOD 1.3.2) (LOD 1.1.9)

4.15.1 DIPLOMATIC MAIL (DIP): Diplomatic bags may be carried in the passenger cabin provided that there is a courier to accompany them and that they can be secured to the satisfaction of the cabin crew with seat extension belts. If the courier agrees, the Diplomatic bags may be loaded in the regular cargo compartment and the courier may remain under the aircraft to oversee the loading/unloading of the Diplomatic Bags. 4.15.2 DRY ICE (ICE): When a consignment containing dry ice is to be carried, it is essential that live animals are not carried in the same compartment. This is because the dry ice gives off CO2 (Carbon dioxide) which will not support life. When shipments containing dry ice are loaded on multi-sector flights that destined beyond the first stop, the origin station of the dry ice shipment will alert the down line stations by the following in the remarks section of LDM Dry Ice name of destination station and the loaded position in the compartment. The intermediate stations are then aware not to load AVI in the affected compartment. 4.15.3 HIGH MOISTURE CONTENT CARGO: a. Cargo with high moisture content such as Fresh Fruits, Vegetables, Flowers, if not properly covered will result to form heavy moisture that may activate the smoke detectors causing a false cargo compartment fire warning. b. It is therefore MANDATORY that all cargo with high moisture content should be stored inside the container when feasible, or where they have to be loaded on the pallets or bulk holds, their packages should be covered and sealed with plastic sheeting or other means of containing the moisture

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) SPECIAL LOADING CASES (Cont) 4.15.4 HUMAN REMAINS (HUM): When transporting Human Remains, the following basic rules should be applied: The shipment must always be kept right side up and when carried either on ground equipment or on the aircraft, the head will always be towards the front or nose of the aircraft. During loading, precautions should be taken to avoid passengers seeing the casket, which should at all time, is treated with the greatest respect. In no case should the casket be removed from a shipping case in order to facilitate loading and a copy of the death certificate and transit/transfer record should be affixed on the side of the case. Note: Animals (Cat/Dog) should never travel in the same compartment as
HUM, as they are most sensitive to the presence of these articles. HUM should not be loaded with foodstuff or passenger baggage in the same hold section. Cargo & Mail may be loaded along with a casket in the same section.

Date: March 2010 Chapter 04 Page 46 of 59

4.15.5

LARGE OR HEAVY ITEM (if applicable): (PAX 1.2.3) The origin station on loading any item in this class (Large or Heavy), will send a message to the effect, showing all necessary information to assist the receiving station in arranging for equipment and manpower for off-loading of such item.

4.15.6

LIVE ANIMALS (AVI):

a. General requirements: particular care must be taken to ensure that live animals shipment are loaded so as to provide a clear space around all sides of the container. This is mandatory to allow adequate air circulation. Exposure to draft air and extremes of heat or cold should be avoided. b. Live animals shall not be loaded in close proximity to cryogenic liquid (RCL), dry ice (ICE), and foodstuff (EAT). c. Live animals shall not be loaded in the same compartment as poison (RPB, RHF) and infectious substances RIS). d. Live animals may be loaded together with radioactive materials, provided that the separation distances are complied with as per the latest IATA Live Animals Regulations & SV Special Loads Manual. GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 47 of 59

SPECIAL LOADING CASES LIVE ANIMALS (AVI) (Cont) e. Animals which are natural enemies shall not be loaded in close proximity to one another. If male and female animals are loaded in the same Hold or compartment, they should be stowed as far as apart as possible. f. It is recommended that laboratory animals shall be loaded apart from other animals to reduce any risk of cross infection or contamination. g. The Live animals (AVI) containers shall be treated as WET CARGO, and therefore other load and the aircraft itself must be protected from spilled liquids and excreta. 4.15.7 PERISHABLE CARGO: a. Perishable goods are those who are condition or suitability for original purpose may deteriorate if exposed to undue changes in temperature or humidity, or delay in carriage. b. Perishable items shall be loaded so that they are suitably accessible in case any handling is required at any transit station. c. Foodstuff (EAT) shall not be loaded together with poison (RPB, RHF) or infectious substances (RIS) in the same compartment, unless they are loaded in separate ULDs not adjacent to each other. d. Foodstuff shall not be loaded in close proximity to live animals (AVI) and non-cremated human remains (HUM). e. Articles refrigerated with wet ice and perishable cargo containing fluid or moisture which could leak onto the compartment floor shall be treated as Wet Cargo. 4.15.8 FLOWERS (PEF): a. Flowers should be stowed in such a way as to avoid direct contact with the compartment floor or walls. b. Flowers should not be stowed in the same Hold or ULD as fresh fruit or vegetables due to the ethylene gas produced by vegetables/fruits which may deteriorate flowers. GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) SPECIAL LOADING CASES (Cont) 4.15.9 FRESH FRUITS & VEGETABLES (PEP): Due to high content of moisture for fresh fruits & vegetables, please ensure that when these shipments are loaded in large quantities which require stacking in ULDs, care should be taken to ensure that airspace is available between the packages. 4.15.10 HATCHING EGGS(HEG): a. Hatching eggs shall not be stowed in close proximity of dry ice (ICE) and cryogenic liquid (RCL), and shall be separated from radioactive materials (category II & III). b. The temperature range of the compartment should remain between 10C to 15C (50F to 60F) during flight and should not exceed 27C (80F). 4.15.11 LIVE HUMAN ORGANS/BLOOD (LHO): a. Live Human Organs/Blood may be loaded in the same Hold as radioactive materials (category II & III - yellow label RRY), provided that LHO shall be separated by the same distance as applicable to person. b. LHO should be adequately separated from Human remains in coffin (HUM). 4.15.12 MEAT (PEM): a. Meat shall be enclosed in waterproof material and handled as Wet Cargo. b. The most strict hygiene conditions shall be maintained during all stages of handling. c. The temperature ranges to be maintained are: 1. Fresh meat: between 0 5 C (32 - 41F). 2. Frozen meat: below minus 12C (10F). Date: March 2010 Chapter 04 Page 48 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 49 of 59

SPECIAL LOADING CASES MEAT (PEM) (Cont) 3. SEA FOOD/FISH FOR HUMAN CONSUMPTION (PES): d. Fish shall be completely enclosed in watertight containers and handled as Wet Cargo. Any wet ice used shall be sealed within its own watertight container. The temperature ranges to be maintained are: 1. fresh fish: not to exceed 5C (41F) 2. frozen fish: not to exceed minus 12C (10F) 3. VALUABLE CARGO (VAL): e. These are bullion, currency, pearls, precious stones and other high valuable items. In bulk quantities they are carried in locked and sealed security containers loaded in the lower Holds under security surveillance. 4.15.13 WHEELCHAIR (Powered by Batteries): (BAG 1.2.3) a. Passenger wheelchairs powered by non-spill able type batteries or dry cell batteries must have the battery disconnected and the battery terminals insulated to prevent accidental short circuit. The battery must be securely attached to the wheelchair. b. Only accepted Wheelchairs with non-spill able batteries and must be loaded, stowed secured and unload always in an upright position. The battery must be disconnected, battery terminals must be insulated to prevent accidental short circuit, and the battery must be securely attached to the wheelchair. c. For wheelchair which cannot be loaded, stowed, secured and unloaded in an upright position, must have the battery removed and the wheelchair may then be carried as checked baggage without restriction. The removed battery must be carried in strong, rigid packaging as follows: 1. packaging must be leak-tight, impervious to battery and be protected against upset by securing to pallets or cargo compartments using straps; GO TOP Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 50 of 59

SPECIAL LOADING CASES WHEELCHAIR (Powered by Batteries) (Cont) 2. batteries should be protected against short circuits, secured upright in these packaging and surrounded compatible absorbent material sufficient to absorb their total liquid contents; and 3. The packaging must be marked BATTERY and WITH WHEELCHAIR and be labeled with Corrosive and package orientation, e.g. This side up. 4.15.14 WET CARGO: a. Wet cargo can be defined as any shipments containing liquids, or shipments which by their nature may produce liquids, and which are not subject to the IATA Dangerous Goods Regulations. When loading any shipment of wet cargo, the following precautions should be observed: 1. Please ensure that plastic sheets or tarpaulins should be spread on the aircraft floor or ULD floor and walls for protection from spillage or leakage. 2. Containers shall be stowed and secured in an upright position, i.e. the closure must be at the top. 3. Labels, e.g. This Side Up, shall be strictly observed. 4. Damaged packages or packages where damage can be assumed to have occurred shall not be loaded on the aircraft.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.16 ACARS Load Sheet: (LOD 1.6.5) Date: March 2010 Chapter 04 Page 51 of 59

4.16.1 The Aircraft Communication Addressing and Reporting System, (ACARS), is a system used or digital data transmission between the ground and the aircraft. When functional, the system permits transmission of data for operational, customer services and maintenance purposes, such as; fuel messages, flight plan, load-sheet, etc. and ensure using of standard format of load sheet according to costumer airlines requirements. 4.16.2 Objective: Using standard ACARS format will enable the station to: a. Increase potential revenue earning through later Passenger acceptance. b. Eliminate last minute changes. c. Improve on- time performance. 4.16.3 Definitions: a. Uplink Message: It is a message transmitted from the ground to the aircraft. b. Downlink Message: It is a message transmitted from the aircraft to the ground. 4.16.4 Uplink Message Address: Since the aircraft registration is the primary address for uplink message, it must be ensured that the aircraft registration shown on the load sheet agrees with the registration of the aircraft operating the flight in respect. 4.16.5 Load-sheet Types: There are two types of Load-sheet: a. The Preliminary Load-sheet. b. The Final Load-sheet.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) ACARS Load Sheet (Cont) 4.16.6 Procedure: a. To process and produce Preliminary and Final Load-sheet, refer to DCS Manual Part 02 Vol. 02, Section11, and Page 08. On-line stations (DCS stations) are the only stations permitted to transmit the Load-sheet via (ACARS) to the aircraft. b. Any number of Preliminary Load-sheets may be transmitted to a flight. Only one Final Load-sheet may be transmitted to a flight. Any attempt to transmit a second Final Load-sheet will be prevented by the System. c. The Preliminary Load-sheet may be transmitted to a flight at 30 minutes prior to the scheduled time of departure (STD), or estimated time of departure (ETD), provided the following conditions are met: 1. The aircraft is within trim at any of the check weights. 2. The hold/ compartment/area combination weights are within limits. 3. The fuel is finalized. 4. The aircraft is on ground. 5. The cockpit crew is onboard the aircraft. d. The Final Load-sheet may be transmitted to the aircraft at 05 minutes prior to STD, as long as all the conditions for transmitting the Preliminary Load-sheet were satisfied, in addition to the following: 1. All passengers are onboard the aircraft. 2. Cargo compartments doors are closed. e. No changes will be allowed on the Final Load-sheet. The Pilot-inCommand, PIC, will not start the engines or initiate the pushback, if the Final Load-sheet is not received. Date: March 2010 Chapter 04 Page 52 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) ACARS Load Sheet Process (Cont) f. If any changes occur after receiving the Final Load-sheet, a standard (automated) Load-sheet must be issued. Similarly, if a flight returns to the ramp for any reason, a standard (automated) Load-sheet must be issued. g. The Pilot-in-Command will not execute the "Accept" for the Final Load-sheet on the (ACARS) system until all passengers are seated and all cabin and cargo doors are closed. Date: March 2010 Chapter 04 Page 53 of 59

h. The time at which the Pilot-in-Command executes the "Accept" for the Final Load-sheet will be the official time that the Load-sheet was accepted (same as the time placed by the Pilot-in-Command on the standard Load-sheet). i. The acceptance of the Final Load-sheet will cause a "Transaction Processed" printout to be received at the Load Controller's office. The printout received by the Load controller will be considered as Pilot-in-Command's electronic signature.

j.

The Load controller will attach the "transaction processed" printout with Final Load-sheet and will place them in the flight file.

k. If there is a requirement to show remarks in the (SI) column, a standard automated load-sheet will have to be issued since it is not possible to show such remarks in the ACARS load-sheet.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.17 Training & Qualifications: (LOD 1.1.4) In order to achieve the required standards of competence for the Load Control functions, the training programs must be comprised of the following items of competence: (LOD 1.1.6) 4.17.1 General Weight & Balance Proficiency and Awareness, including: a. Operational codes & abbreviations; b. Definitions and compositions of the aircraft design, and operational weights; c. Aircraft balance principles, including Optimum C of G Loading d. Policy for customer airlines Fuel Conservation Program. e. Consequences of improper loading on flight safety. 4.17.2 Aircraft Structural Load Limitations, including: a. Linear (running load) limitations; b. Area limitations (spreader floors); c. Limitations per compartment/section/ULD positions; d. Minocqua (combined) limitations; e. Cumulative limitations; f. Missing restraints limitations 4.17.3 Unit Load Devices (ULDs), including: a. Knowledge of IATA ID codes; b. Gross weight limitations, and hold restraint requirements; c. Container/ Pallet build-up, and tie-down limitations, and rules; d. ULD tagging. 4.17.4 Bulk Hold Loading, including: a. Load spreading rules; b. Load restraint rules, aircraft nets, tie-downs, and volume restraints. 4.17.5 Load sheet, including: a. Computation, issuance, and cross checking of the final Load sheet against passenger close out data and Loading Instructions/ Report. b. Last Minute Change (LMC) procedures. Date: March 2010 Chapter 04 Page 54 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Training & Qualifications (Cont) 4.17.6 Balance Chart, including: a. Computation, issuance, and checking of MAC percentage and Stabilizer Setting at take-off weight. Date: March 2010 Chapter 04 Page 55 of 59

4.17.7

Loading Instructions/ Report (LI/R); including: a. b.

Knowledge of the aircraft holds designation and numbering; Issuance and cross checking of actual load distribution according to deviations, if any. 4.17.8 Loading Messages; including: a. b. Reading and sending the standard Loading Message (LDM), Container/Pallet Distribution Message (CPM), and the Statistical Load Summary Message (SLS).

4.17.9 Dangerous Goods Handling; Refer to Saudia special loads manual (SLM) or other foreign airlines reference (if applicable). 4.17.10 Load Planning; including: a. b. c. Loading/ Off-loading priorities; Baggage categories, and hold locations; Optimums hold loading [multi-sector flights, volume utilization, fuel conservation (Saudia Fuel Conservation Program), etc].

4.17.11 Aircraft Specific Instructions, including: a. Knowledge of all specific weight and balance aspects, loading restrictions, and hold particularities pertaining to Saudia aircraft types operating to the station concerned.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Training & Qualifications (Cont) (LOD 1.1.4) 4.17.12 Load Controller Licensing: a. All staff performing load control function must be trained, and in possession of a valid Load Control License. b. The Load Control License must be renewed/ revalidated every two (02) years from the last date of issue, or renewal. c. Station Head or his delegated will coordinate with the concerned for perform License Renewal by means of a License Renewal Test (manual & auto) for each aircraft type. d. If the Load Controller fails the License Renewal Test, he must attend refresher training with a final test for that aircraft type. e. If he fails the refresher training, full training with a final test will then be required for license renewal. f. A licensed Load Controller who has not performed the load control function for a specific aircraft type for a continuous period of six (06) months will have to have his license revalidated by Customer Services Training in accordance with steps 3, 4, and 5. g. All staff whose Load Control License has expired more than two (02) years must take refresher training before his License can be renewed. Staff will not be eligible to take the Weight and Balance License Renewal Test to renew his license.
h. The Station Head or his designated Load Control Supervisor shall monitor the performance of each Load Controller. If the Load Controller is not performing his function satisfactorily, the Station Manager or his designated Load Control Supervisor shall nominate him for either refresher or full training, as may be necessary.

Date: March 2010 Chapter 04 Page 56 of 59

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 57 of 59

Training & Qualifications Load Controller Licensing (Cont) i. The Station Head or his designated Load Control Supervisor is responsible for briefing his Load Control staff on all weight and balance revisions or bulletins. If such revision or bulletin requires training, such need shall be coordinated with SVA Customer Services Training through GS Training Department, and ; j. Clarification and/or approved may be sought from the Airport Authority or SVA Sys. Airport Auto. Dev. to get approved access for trained personnel with applicable automation system such as DCS or AMEDOS or other automation system, and any subject related to policy & procedures or any exchange information need to be updated. (LOD 1.7.1) (LOD 1.7.2) k. The automated stations should ensure that all of their Load Control staff can readily prepare manual Load sheet (if necessary) in case of system down by making a regular exercise of preparing manual Load sheet at least once every three months. The practice manual Load sheet are to be reviewed locally when management qualified in load control is available. (LOD 1.4.3) l. The Station Manager/ Supervisor, or the Head of the TCC must keep records of their Load Control/Loading staff, noting the validity of their licenses. They are responsible for ensuring that all their staff are properly trained and licensed by nominating them for training/testing when required. They should forward their requests for renewal/revalidation of their Load Control Licenses to the respective HR-Training a minimum of forty- five (45) days before expiration of the license.
m. The HR-Training Department will advise the station of their Weight & Balance training/testing schedule. Stations will nominate their staff for the appropriate training/testing as early as possible.

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) Date: March 2010 Chapter 04 Page 58 of 59

Training & Qualifications Load Controller Licensing (Cont) n. Sample of Load controllers License:

Front side:

Backside:

o. Dangerous License:

Goods

Handling

All Saudia Load Controllers, on duty, must be trained, and in possession of a valid Saudia Dangerous Goods Handling License. The license must be renewed/ revalidated every 2 years. For further details, please refer to Saudia Special Loads Manual. Sample OF Dangerous Good License:

Front side:

Inside:

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 4. Load Control (LOD) 4.18 Records: Records should be maintained for 6 months as per table below:
Forms Control No. Station Applicable Main Local

Date: March 2010 Chapter 04 Page 59 of 59

LOAD CONTROL REPORT FORM FLIGHT INFORMATION CONTROL REPORT FORM TRAFFIC CONTROL REPORT FORM TC REPORT OF OTHER SERVICES EXCESS BAGGAGE RECEIPT REPORT FORM OPERATION HIGHLIGHTS/INCIDENTS REPORT FORM RAMP CAR USERS DETAILS FORM INVESTIGATION REPORT FUEL FIGURES OF TERMINAL HANDLING FLIGHTS Load Discrepancy Report Load Control Report

L -001 L-002 L -003 L -004 L -005 L -006 L -007 L -008 L -009 L -010 L - 011

RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH

NO NO NO NO NO NO NO NO NO NO NO

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Chapter 4 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 00 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 1 of 24

Chapter Five Contents


Purpose Scope General Instructions Handling of Special Cases Refuse of carriage
Carriage of Firearms & Ammunitions Carriage of inadmissible Passenger, Deportees and Prisoner

Unclaimed Baggage Cabin Access Door Dangerous Good Security Procedure on Threat Departing Process Passenger Ticket Seating Departing Passenger Records

Medical Consideration Type of Announcement

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 00 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 2 of 24

5.1

Purpose: To ensure that all issues, policies, systems, procedures and standards on Passenger Handling are well maintained & updated in accordance with customer airlines and airport authority. To define and communicate the relationship between passengers handling functions, corporate functions, and others. Scope: Passenger Handling Operation conducted where ground operation are performed and as per defined in the scope of services provided to customer airlines. General Instructions and Procedures:
a. All passengers handling staff shall be compliance with the passenger

5.2

5.3

Services Golden Rules as follows: Smile Great Care Initiative Treatment Customer expectation Keep your promises Sincerity in dealing with customer Be quiet Customer satisfaction Thank

More detailed are defined in the SVA PSPM and others foreign customers airlines if applicable. GO TOP Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) General Instructions (Cont)
b. Handling of Special Cases: 1. Refuse of carriage
In accordance with customer airline and airport authority PAX SVCS shall be complained with the general conditions of the right refuse of carriage any passenger or his baggage for safety and security reasons which is offences to, constitutes direct threat to the aircraft safety and security or disturbs crew and other passengers as per customer airlines regulations and notify the customer airlines through his representative or contact person as per services level agreement such as SVA PSPM chapter (9) (PAX 1.6.6)

Date: March 2010 Chapter 05 Page 3 of 24

- Passenger conduct, age, mental, or unfit physical states such as


indications that they are under the influence of drugs or alcohol. - Passenger failed to comply with the instruction of customer airlines. - Passenger refused to submit a security check. - Passenger does not upper his flight documentations. - Etc., more detailed are defined in the SVA PSPM and other foreign customers airlines if applicable.

2. Carriage of Firearms & Ammunitions:

- PAX SVCS staff shall comply with: (PAX 1.4.9) (PAX 1.5.1) - The customer airlines policy & procedure for carriage of firearms in the
aircraft cabin, such as found in SV PSPM chapter (9) and SV ASPM chapter (4) and/or foreign airline customer manual (if applicable),

- In accordance with customer airline and airport authority it's restrictedly


prohibited for any passenger, individual ground employee, cock-pit crew, and flight crew members to carry any kind of firearms on-board, except authorized persons are categorized as applicable by the customer airlines with applicable low.

- When Firearms & Ammunitions provided by security concerned shall be


handling and boarding as follows: a. PAX SVCS check-in staff shall finalize the travel formalities for passenger authorized to carry firearms by tagging the firearms bag containing the weapons and ammunitions which was brought by the concerned security and handling over the lower part of baggage tag (claim stub) to the passenger after making sure of appropriate departure destination taking into account that the passenger bag is in a good condition;

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX)
Handling of Special Cases (Cont)
b. See coordination with load controller in order to report this comment in the load sheet and notification pilot-in-command. c. Accompany the security concerned with the baggage containing the firearms and ammunition to be loaded in the baggage container. d. Consider that all baggage containing firearms and ammunitions have to be gathered in one container, locked and sealed e. Allocated for loading into the aircraft baggage holds according to location identified by load controller. 3. Carriage of inadmissible Passenger, Deportees and Prisoner: Unruly passengers normally are: - Failing to observe relevant instruction of the customer airline and authorized Staff - By such disruptive behavior causing discomfort and jeopardizing the Safety and security of passengers or airline. - Those excessively use alcohol or drugs - Prisoners and/ or ill persons PAX SVCS staff shall comply with applicable rules and regulation and consistency implemented the policy & procedure of customer airlines and airport authority and notify the customer airlines through his representative or contact person as per services level agreement such as defined in SV PSPM chapter(9) and SV ASPM chapter (3) of the inadmissible passengers, deportees, and persons required to travel as follows: (PAX 1.6.1) (PAX 1.6.2) (PAX 1.6.3) (PAX 1.6.4) (PAX 1.6.7) a. PAX SVCS shall inform airport authority that there will be an IND passenger either transiting or arriving. And; b. Ensure any person not holding passport or any official identity document must not be accepted on board. And; c. Non- acceptance of any prisoner or deportees unless escorted by guards from concerned authority. And; d. Ensure guard is/are wearing their official uniform when escorting prisoner or deportees. e. Deportees are not permitted to take their carry-on baggage or their personal effects such as (mobile/purses etc.) into the passenger cabin. All their personal effect should be carried within their check baggage in the aircrafts holds. And;

Date: March 2010 Chapter 05 Page 4 of 24

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 5 of 24

f. Ensure seating of prisoner or deportees and their guards in the back area of the aircraft and take all the necessary arrangement to realize that. g. Boarding of deportees and their guards to the aircraft before other passengers and deplaning them from the aircraft after deplaning all passengers from the aircraft. h. See coordination with load controller in order to report this comment in the load sheet and PAX staff shall notify pilot-in-command and customer airlines via passenger manifest

General Instructions (Cont)


c. Medical Consideration: .(PAX 1.2.9) The following general guidelines for SAAGS check in staff (Check in and Gate) when facing a suspected case of communicable disease at the departure airport. During an outbreak of a specific communicable disease, the World Health Organization (WHO) or member states may modify or add further procedure to theses general guidelines. However theses general guidelines always provide a basic framework of response that would reassure passenger agents and help them through any unplanned incident.(PAX 1.2.9) A communicable disease is suspected when a passenger: - Has a visible skin rash or, - Is obviously unwell and/or, - Complaints of any of the followings: Severe cough High fever High fever accompanied by abnormal bleeding Skin rash It is well understood that most of these signs and/or symptoms may not be obvious at the counter. However there is any doubt against the symptoms staff shall inform the duty manager immediately. In such cases passenger shall not allowed to board unless his/her medical examination is not done through a airline physician. SAAGS shall consult with the customer airline supervisor and the customer airlines procedure and policy in accepting these passengers shall be followed.

Check-in Staff shall be appropriated medical trained in order to detect or suspected case of communicable disease prior to flight departure, and recognize acceptable sick passengers or to be discreet (special

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 6 of 24

condition) that detected prior check-in or flight departure are conditioning to fulfillment of concerning medical requirements and medical criteria for acceptance in order to apply customer airlines medical handling process at departure, transit station, and final destination.(I.e. SVA PSPM chapter (7): - Review commented passenger list to identify passengers with special needs. - When check-in received special needs passenger ticket, must be fully alert of code (SP) for SVA which means that passenger is in need of special assistance. - In the event of special needs passengers have not met customer airline requirements every effort have to be exerted to help them and if circumstances or departure time do not permit this to be done, their travel shall be refused or delayed until proper arrangement are made. - Make sure that sick passenger does not need any assistance otherwise he must be accompanied by able attendant. - Request medical information. - Finalize check-in process and ensure they are assigned the appropriate seats. - Avoid seating sick and incapacitated passengers on the seats adjacent to emergency exit doors. - Boarding the special needs passengers before other passenger - Ensure that passenger service message (PSM) is forwarded to transit, connecting and destination stations

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 7 of 24

General Instructions - Medical consideration (Cont) - Avoid seating sick and incapacitated passengers on the seats adjacent to
emergency exit doors.

- Boarding the special needs passengers before other passenger - Ensure that passenger service message (PSM) is forwarded to transit,
connecting and destination stations

d. Type of Announcements:
Head of Pax Svcs through his team Insure announcements are conducted and comply with the type of announcements required in accordance with customer airlines such as: - Pre-boarding Calls; - Boarding Calls; - Final Call; - Identification Check; - Paging, Delays; - Cancellation; - Arrivals; - Baggage Collection on Arrival.

e. Unclaimed Baggage: (PAX 1.4.10) (BAG 1.3.10)


Head of Pax Svcs through his team Ensures any unclaimed baggage for SVA flights are promptly sealed after custom screening process, placed with tag BOH that include all information related unclaimed baggage i.e. Flight No., Destination, etc. , forward to SVA system baggage services store, and complying with the process of forwarding unclaimed baggage are defined in SVA GSPM chapter (6) and SVA BSPM chapter (6). And;

Ensure any unclaimed baggage for foreign airlines flights are promptly sealed
after custom screening process, placed with tag BOH that include all information related unclaimed baggage i.e. Flight No., Destination, etc., remained in the custom store up to (10) days then forward to customer airlines head quarter placed with RUSH tag and/or according to customer airlines agreement and/or instructions.

f.

Calibration of weighing Scales:


PAX SVCS Manager and Stations Heads or his delegates shall: (PAX 1.2.5)

- Coordinate with airport authority and/or SV System Airport & Ground


Equipment Services Development CC: 792 for SVA in order to ensure all types of Scales available at station are periodically checked. - For foreign customer airlines, coordinate to provide schedule of maintenance in order to ensure all scales are checked prior to utilization.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) - General Instructions (Cont) - Obtain records of all scales in order to verify work done by vender. - In event of scale malfunction or in a presence of suspicious malfunction,
PAX staff shall stop using the subject scale and notify customer airline through its representative or its contact person for proper action.

Date: March 2010 Chapter 05 Page 8 of 24

General Instructions (Cont)


g. Cabin Access Door: (HDL 1.2.3) (HDL 1.2.1) (PAX 1.8.1) (HDL 1.2.4) 1. GS not operate the door from outside, but such process relevant conducted on arrival: as follows:
Only Authorized personnel conduct cabin door opening process on arrival by PAX SVCS staff as defined below; The cabin door must not be allowed to be open from outside the aircraft until the cabin attendant has unlatched and open the door. Ensure GSE such as stair and/or jet way platform is : (HDL 1.3.16) (HDL 1.4.6) - Operated by qualify (certify) personnel. - Cleaned prior to utilize. (HDL 1.4.1) - Accurately aligned on the aircraft; - Apply safety devices; - Leveling to interface with the aircraft access door; - Deploy the stair or jet way platform with sufficient width to the aircraft, and ensure the platform not touching the aircraft; lightly touching or a very small gap to prevent the aircraft fuselage skin from damage, and advise the cabin crew of the existence of any gaps in order to cabin crew would then be able to alert the passengers and provide assistance as needed. - When the service is finished (door closed) smoothly back stair or jet way platform to the normal positioned, and safely backing with marshaling path for movement to assigned area. Make two knocks on the door to indicate that passenger steps, mobile lounge or jet way is in position. Thump-up signal Retreat to save position before door is opened. For deployment of integral air stair ensure the area of deployment is very of obstructions.
2.

For Aircraft closing cabin door operation on departure and on ground: (HDL
1.2.7) (HDL 1.3.22)

After receiving an OK sign (thumb up signal) from flight attendant, authorized personnel shall prepare and monitor the stairs, jet way or mobile lounge for safely removal.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) General Instructions (Cont)
They must simultaneously monitor the door until it is closed and locked, then the stair, jet way or mobile lounge can be removed. Ensure that ground support equipment is safely backed and removed at appropriated area to provide clearance for aircraft movement. (HDL 2.4.2) Dont remove stair, jet way or mobile lounge while the aircraft on the ground if the door still opened unless inform the cabin crew and/or setting and grantee the aircraft safety cord or other safety devices on the aircraft door.

Date: March 2010 Chapter 05 Page 9 of 24

General Instructions (Cont)


h. Dangerous Good: (PAX 1.1.3) (PAX 1.3.2) 1. Head of PAX or his delegated shall maintain and updated manuals relevant to customer airlines passengers handling operations if applicable, and IATA Dangerous Good Regulations Manual (DGR) (if possible) or equivalent documentation such as SV SLM, and ensure such manuals are accessible in proper operation area. And; (PAX 1.1.2) 2. Establish and display Dangerous Good Regulations in the proper way such as poster and/ other display material if applicable prior to or during check-in and at any other locations where passengers are checked-in the types of dangerous goods that are not approved for transport onboard (flight cabin or deck) an aircraft.(sufficient numbers to be consider). (GRH 3.1.1) (PAX 1.3.1) 3. PAX SVCS staff shall conduct monitoring during boarding process in order to control of dangers good; when detection prohibited dangerous goods as listed in the table below or dangerous good that need prior approval my curried by passengers or crew or in their cabin baggage both not approved or approved, undeclared or miss-declared dangerous goods, when discovered in the passenger and crew baggage for carriage onboard the aircraft: (PAX 1.3.3) (PAX 1.3.2) Immediately Inform security staff if found in order to be removed, or confiscated, or; Transported in passengers hold baggage whether is acceptable approved items as listed below.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) General Instructions (Cont)
Dangerous Good (Cont...): (PAX 1.1.3) (PAX 1.3.2)
Dangerous Good Prohibited Briefcases and security tape attach cases with installed alarm devices. All firearms and flares whether for military or training purposes operated by compressed air. All items which looks likes any kinds of firearms or any other weapons. Swords, daggers or knives or other articles which may be used for , cutting, smashing or bruising etc. All explosives such as ammunitions flames, fireworks. Flammable gases such as aerosols petroleum products, butane, profane, hydrogen gases, containing, ethyl or methyl compounds. Non-flammable gases such as aerosol products compressed air-carbon-dioxide nitrogen helium neon, fire extinguisher deeply refrigerate gasses poisonous gases and camping gases. Flammable solids which are readily combustible or which may cause or contribute to fire through friction such as nitrocellulose film and matches substances which are liable to spontaneous combustion which contact with water emit flammable gases such as calcium carbide metallic potassium and aluminum carbide. Flammable liquid such as lighter fuels, paint thinners, benzene kerosene and diesel. Oxidizing substances such as bleaching powder, peroxides such as bromides chlorides and nitrates that yield oxygen readily to stimulate combustion of other matter. Poisonous or toxic gases and infectious substances such as lead cyanide mercury compounds pesticides disinfectants dyes of biomedical natural. Radioactive material. Corrosive such as acids points varnish remover's mercury and wet dry car batteries. Magnetized materials such as magnet iron and permanent magnets.

Date: March 2010 Chapter 05 Page 10 of 24

1 2 3 4 5 6

9 10

11 12 13 14

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 11 of 24

Departing Passengers - During Boarding (Cont) Dangerous Good (Cont..) (PAX 1.1.3) (PAX 1.3.2)
Item Carried without prior approved Medical or toilet articles which are necessary appropriate for a journey carried in checked or unchecked baggage when the total net quantity of all such medicines or toilet articles does not exceed 2 Kgs. And the net quantity of such single article does not exceed (half 00.500 Kgs.)Its intended that this should include such items as hair sprays perfumes and medicines. Dry ice quantity not exceeding 2.5 Kgs per passenger when used to pack perishables in unchecked baggage. Perfume and colognes carried by passengers as checked or unchecked baggage provided that the net quantity of perfumes and colognes carried by each single article dose not exceed (half 00.500 a liter). Personal smoking material: intended for use be individual when carried on his person however light fuel refills and solid fuel are not permitted. Surgically implanted cardiac pace. Item Carried with prior approval Small carbon Di-oxide Gas Cylinders: worn by passengers for the operation of mechanical limps also additional cylinders of a similar size may be carried if requires to ensure an adequate supply for the duration of the journey. Catalytic hair curlers: containing hydrocarbon gas not more than one per passenger or crew number when contained in checked baggage provided that the safety cover is securely fitted over the heating element. Gas refills for such curlers are not permitted in checked or unchecked baggage. Battery operated wheelchair Dry ice: in accordance with customer airlines requirement such as SVA accepts the carriage of dry ice in checked or carry-on baggage in quantities that should not exceed (2.5)kg. or less if it is used to pack perishables items, if more passenger must inform the staff so that dry ice should be applied according to customer airlines procedure.

4 5

4. PAX SVCS. Staff shall reporting immediately to appropriate concerned authority when detected undeclared or miss declared dangerous goods carried by passenger or in his baggage. Using any means of communication direct or indirect throughout (Telex, Telephone, Mobiles, Fax, Email, etc). (GRH 3.1.2) (PAX 1.3.3)

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) General Instructions (Cont)
i.

Date: March 2010 Chapter 05 Page 12 of 24

Security Procedure on Threats: (PAX 1.4.4) (PAX 1.4.5) (PAX 1.4.6)


A comprehensive Security procedure for all kind of Threats is found in this manual Chapter (2),

5.4 5.4.1

Departing Process: Passenger Ticket: a. Check ticket validity, duly issued in accordance with customer airlines regulation
(coupon or (ET) electronic ticketing).

b. Compliance with check-in (ET) electronic ticketing process( i.e. coupon statues
indicators, PN list, passenger full record, etc.), in case the ET itinerary/Receipt is not in the possession of the passenger, check-in shall print the receipt and handed over to the passenger before departure , such as SVA PSPM Chapter ( 2)

c. Unaccepted any mutilation ticket or a part thereof (coupon ticket). d. Ensure flight coupons only in sequence from the place of departure as shown on
the ticket.

e. Check PNL in order to ensure confirm flight, time, passenger category and
selected seat.

f. Compliance with extension of ticket validity as per customer airlines regulations.


(i.e. SVA PSPM Chapter # 2)

g. Review presented ticket for travail which is in the Black listed Tickets, and apply
customer airlines process if the ticket is black listed documented.

h. Compliance with the process when the passenger lost flight coupons (coupon
ticket) and/or boarding pass after issuance of boarding passes as per customer airlines regulations (i.e. SVA PSPM Chapter # 2).

i. j.

Assess passenger baggage according to baggage accepting procedure and add the number of picas and weight in the passenger record in the DCS system. Compliance with the customer airlines process of Excess Baggage Ticket that issued against payment of excess baggage charges or against charges of carrying household animals (i.e. SVA PSPM Chapter # 2). identity required for his travel (e.g. passport, visas, etc.).

k. Ensure booked passenger at check-in is Verified the passenger document and

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Departing Process Passenger Ticket (Cont) l.
Qualify staff only allowance with access need to handle ET and ETL process in order to applied systematic approach of accepted passenger, boarding pass issuance, ET record retrieval, filling the ETM, display passenger list of checked/unchecked/standby/ revenue/Holding and not holding ET/etc. (i.e. SVA PSPM Chapter # 2).

Date: March 2010 Chapter 05 Page 13 of 24

m. Refer to customer guidance, instruction, etc. if applicable for Irregular Operation


circumstances in order to justify any involuntary change. (i.e. SVA PSPM Chapter # 2).

n. Refer to customer airlines procedure and responsibility of accepted the passengers


in case of ETS up and DCS down

5.4.2

Seating:
a. Review defined fleet seats configuration of each aircraft type in accordance with customer airlines manual and/or documentations (i.e. SVA PSPM Chapter # 3) and compliance with seat assignment policy and applied procedure. b. Ensure seating of families and group traveling together in adjacent seats and special need passengers shall be seated in the seats assigned to them and equipped with retractable arm rest that can be moved upwards. c. Send (SOM) seat occupied message immediately after the aircraft door has been closed to the concerned. Refer to SVA PSPM Chapter (3).

d. Ensure types of passengers defined in the customer airlines guide or instruction (i.e. SVA PSPM Chapter # 3) are not permitted to be seated adjacent to emergency exits (i.e. passenger with infants, incapacitated or disabled passenger, children, prisoners and their guards, etc.). e. Compliance with customer airlines Process in case of change of A/C seat configuration which defended station responsibility and optimum seat utilization for vacant seat as a result of passenger fail to join after obtaining their boarding passes (i.e. SVA PSPM Chapter # 3).

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 5.4.3 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Departing Passengers
a. Ensure customer airlines process is applied and followed for acceptance

Date: March 2010 Chapter 05 Page 14 of 24

passenger at check-in, during check-in, Closing time, before boarding, and during boarding. Refer to SAV PSPM chapter # 4 and foreign airlines manual if applicable.
b. Before check-in:

Check passenger name list (PNL) for any special needs. Monitor the smooth flow of passengers at check-in counter. Make sure that name and address labels are filled and affixed to very piece of passenger baggage. Make sure to remove the old baggage tag. Receive and escort unaccompanied minor to aircraft until handed to IFS supervisor on board. Assist incapacitated or medical passengers. Monitoring oversized hand carried items taken to the aircraft cabin t avoid carriage on-board. Encourage passengers after check-in process to finish immigration & security check.
c.

During check-in:

Check in- staff:


1. Shall review passenger valid ticket, name is identical to his I.D. card for

domestic flights, name on the ticket against passport name, and others documents required. And; 2. Ask the passenger with respect and in tangible way every passenger for the contents of his checked and cabin baggage directly or place a written notice in front of check-in counter containing the following questions: (PAX 1.4.8) (PAX 1.3.1) Is this your bag? Did you pack it yourself? Has it been out of your sight/possession since it was packed? Are you carrying anything for anyone else? Does it contain any electronically items? 3. Ask the passenger if he is carrying dangerous goods in his baggage and direct him to importance of reading the dangerous goods poster. (GRH 3.1.1) (PAX 1.3.2)

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Departing Passengers - During check-in (Cont)
4. Acceptance of checked baggage: ( PAX 1.2.3) -

Date: March 2010 Chapter 05 Page 15 of 24

Checked baggage pieces shall be accepted if not exceeding maximum permitted pieces limit weight (32) Kgs. equivalent to (70lp) as per customer airline(s) policies. Typically, baggage more than 23kgs is considered as heavy, while more than 23 Kgs is considered as exceeding the maximum weight limit (i.e. overweight), and shall be direct to cargo shipment that not acceptable as normal load. And;
Staff shall ensure to record Actual/gross weight of the Heavy/ Overweight pieces so as to get accounted in to load and trim purpose.

- If the piece weight exceeds (32) Kgs. The passenger shall be asked to repack his baggage in such a way not to exceed the maximum permitted weight limit. And; - in case there is a piece that can not to be broken down such as (musical instrument / electrical wheel chairs / pets as baggage / sporting equipments / TV / new cameras / commercial spare parts / diplomatic baggage ) checkin staff shall ensure that passenger has already permission from the customer airlines during reservation that his baggage cannot be broken. - Sporting equipment shall be accepted as checked baggage if it is properly packed or inserted in special bags and its weight shall be counted as per customer airline instruction for SVA consider as a part of free checked baggage allowance, in case the eight is more than the free baggage allowance excess baggage change shall be collected as SVA policy
5. Apply auto baggage printer or

non-automated baggage identification tags according to customer airlines in order to ensure the following: (PAX 1.2.2)
All bags have a tag or label that contains the identity of the

passengers and final destination. Old baggage destination tags and/or labels are moved. Refused bags that not suitable for secure carriage.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Departing Passengers - During check-in (Cont)
6. Enter baggage figures and weight and passenger numbering throughout

Date: March 2010 Chapter 05 Page 16 of 24

applied automation system such as DCS System and/or AMADEUS system.(PAX 1.1.1) For Manual Check-in - Passenger Breakdown Total no of adults, children, infants. (It includes the transit/ transfer passengers) - The break down has to be prepared manually according to the passenger manifest and flight coupons/ET. Flight coupons/ET printout must be counted accurately in order not to have any discrepancies. - In addition load control must be advised about the Zone Division (=number of passengers in each zone of the Aircraft. Zone division info is available on seat chart). This is to enable load control staff to produce the correct trim sheet.(PAX 1.1.1)
7. Unchecked Baggage: (PAX 1.2.4)

- Means baggage carried by the passenger into the cabin which can be
put into the overhead rack or under the passenger seat. - Item carried free of charge in passenger's custody and under their responsibilities without a carry-on baggage tag affixed to it are the following:

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX)
Passenger Category

Date: March 2010 Chapter 05 Page 17 of 24


Quantity 1 1 1 1 1 Suitable Amount --

Description of Items Carried Free An overcoat or Wrap An umbrella or a pair of crutches A pair of binoculars A small camera Ladies hand bag, pocket book or purse for the ordinary use only otherwise will be considered as checked baggage A reasonable supply of reading material for the flight Infants food for consumption- inflight A fully collapsible wheel chair or any other device necessary for the passenger or can be loaded in passenger cabin or cargo compartment Other walking aids items

All Passenger

Infants

Incapacities Passengers

Departing Passengers - During check-in (Cont)


Unchecked Baggage (Cont): - Cabin Baggage: Class of Services Hand BaggageNo. of Description Allowance Pieces
On Hand/Pull bag or Garment bag Plus one Briefcase Guest One Hand /Pull bag Total dimension not to exceed 56X45x25(126 cm) (22x18x10 (50 inches) 11 cm (4 inches)for thickness when not folded. Total dimension not exceed 45x20x35 (100 cm) 18x8x14 (40 inches) Total dimension not to exceed 56X45x25(126 cm) (22x18x10 (50 inches)

Wight

First & Business Class

9 kgs

7 kgs

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 18 of 24

- PAX SVCS staff shall conduct monitoring While passenger standing on the queue check-in or before security and immigration check the oversized curry-on baggage that

passengers are willing to curry such as large size plastic pouch or unpacked music stereo recorded, should advise passenger in the courteous manner to the necessity of check in such item, for compliance with acceptable size and weight limit using Cabin baggage test unit in accordance with customer airlines requirements. (PAX 1.2.4) Departing Passengers - During check-in (Cont)
8.

Items Removed from Passengers: (PAX 1.2.6)

- During Check-in Process: Items removed from


passengers would not be fit or not be stowed in the overhead cabin or under seat, check-in staff shall be:

Notify the passenger to take all the important


papers and documents from such bags. Attached checked baggage tag to be loaded in the aircraft holds. Amend the box of checked baggage in ticket according to the new status and also in the automation system (DCS, etc.) to ensure it's accounted. Hand over the baggage tag and/or label indicate final destination stub to the passenger.

- During Security Check: items removed from passengers in the


security control check that conditionally eligible and acceptable (i.e. daggers, scissors, pen knives, liquor, tobacco, perfume, etc.)

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 19 of 24

If passenger requested, check-in staff will insert the items according to customer airline such as SVA into a specially designed envelop, and load it in the aircraft lower hold or in ULD in suitable manner, and indicated in the LIR accordingly. (PAX 1.2.7)

- Duty Free Items: Items removed from passengers before final check
area would not be fit or not be stowed in the overhead cabin or under seat, PAX SVCS staff shall be conducted as part of the normal passenger weight process and: (PAX 1.2.8)

Attached checked baggage tag to be loaded in the aircraft holds. Amend the box of checked baggage in ticket according to the new
status and also in the automation system (DCS, etc.) to ensure it's accounted. - Hand over the baggage tag and/or label indicate final destination stub to the passenger.

Departing Passengers - During check-in (Cont)


9. Coordination: PAX SVCS staff shall coordinate with the load controller for identified and accounted the following: a. Acceptable heavy or overweight baggage (if applicable), and; (PAX 1.2.3) b. Cabin Baggage insufficient for over head racks, and; c. Special loads and dangerous good, and; d. Duty-free goods and/or items removed from passenger by security, and; (PAX 1.2.6) e. Acceptable inadmissible, deportees, and prisoner passenger, and; (PAX 1.6.1) f. Passenger carrying weapons if permitted to be loaded in the aircraft hold in accordance with airline customer that inaccessible to any unauthorized person during flight, in order to notify the Pilot-in command through (NOTOC) include the number and seat locations of the authorized armed persons onboard the aircraft prior to departure and report to customer airline and/or

notify the customer airlines through his representative or contact person as per services level agreement.(PAX 1.5.2) (PAX 1.6.3) (PAX 1.6.7)
10. Unchecked Baggage:

- Means baggage carried by the passenger into the cabin which can be put into
the overhead rack or under the passenger seat.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 20 of 24

- Item carried free of charge in passenger's custody and under their


responsibilities without a carry-on baggage tag affixed to it are the following: Passenger Category Description of Items Carried Free Quantity

All Passenger

Infants

Incapacities Passengers

An overcoat or Wrap 1 An umbrella or a pair of crutches 1 A pair of binoculars 1 A small camera 1 Ladies hand bag, pocket book or purse for the ordinary use only otherwise will 1 be considered as checked baggage A reasonable supply of reading Suitable Amount material for the flight Infants food for consumption- in-flight -A fully collapsible wheel chair or any other device necessary for the passenger or can be loaded in 1 passenger cabin or cargo compartment Other walking aids items 1

Departing Passengers - During check-in (Cont)


11. PAX SVCS staff shall ensure all baggage (checked /unchecked/

consignment checked as baggage by courier services) has been checked through security (x-ray) machines before sending to the baggage make-up area. And;
12. Ensure that all passenger's baggage checked/unchecked are placed on

the scale and enter the weight with the number of pieces, and tag the baggage to the appropriate destination. And;
13. Collect the excess baggage charge, and airport departure tax if

applicable. And; 14. Assign a seat from the seat chart in case of non-automated stations or request on from the system which meets the passenger's desire. And; 15. Ensure ill persons with reduced mobility is assigned the appropriate seats, and avoided seats adjacent to emergency exit doors and in

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 21 of 24

accordance with customer airline and airport authority requirement such as SVA PSPM chapter (7) and SVA GSPM chapter (7). (PAX 1.6.5) 16. Ensures boarding pass is covered all aspects such as passenger name to each seated and flight informations. And; (PAX 1.2.1)
17. Handed over the boarding pass to the passenger and thank him for

choosing served customer airlines and direct him to the security check in order to ensure all baggage (checked /unchecked/ consignment checked as baggage by courier services) has been checked through security (x-ray) machines before sending to the baggage make-up area including : (PAX 1.4.1)

- originating and transit passengers; - physically impaired passengers that require a wheelchair; - passengers that have an orthopedic or implanted electronic device. Departing Passengers - During check-in (Cont)
18. Draw the passenger's attention to fill immigration exit cards. 19. Provide appropriate information in the event of in-flight emergency situation

to the person escorting prisoners and/or ill persons with reduce mobility, e n s u r e they are assigned the appropriate seats, and avoided seats adjacent to emergency exit doors and comply with applied procedure of customer airlines related passenger that persons with reduced mobility such as SVA PSPM chapter (7) and SVA GSPM chapter (7). (PAX 1.6.3) (PAX 1.6.4) (PAX 1.6.5)
d. Closing Time:

For closing time operational activities ETD is 30 minutes or extended to 45 minutes before time of departure or as per customer airlines instruction. Accepted standby passengers depend on airport facilities such as jet way and individual passenger does not carry check baggage.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX)
Compliance with time scheduled for departure. Head of PAX SVCS and his team make sure that all unused baggage tags, baggage identification tags and boarding passes have been collected from check-in counters are kept in a safe place that can not reached by unauthorized personnel. (PAX 1.4.2)
e. Before Boarding:

Date: March 2010 Chapter 05 Page 22 of 24

Ensure flight ready for boarding and make announcement. Identify the passengers boarding gates Advise passengers in case of flight delays and make appropriate announcement to keep passengers well informed with the situation and reason of the delay. Assist passengers on delayed or canceled flight.
f.

During Boarding: PAX SVCS. Staffs collect the boarding pass from passengers after checking their numbers and destination. And, Verify boarding passes and flight coupons with identity and travel documents, and all boarding pass formalities of connecting passengers, combined flight, and transit as normal check of passenger boarding pass against a passport or other official photo identification. and; (GRH 3.1.3) (PAX 1.4.3) Ensure stamp flight coupons by (used) stamp. and; Ensure the priority of boarding passengers as per customer airlines instructions. And; Monitoring carry-on baggage to ensure non carriage of any dangerous goods and/or oversized hand baggage. And;

Departing Passengers - During Boarding (Cont)


PAX SVCS Head through his team : (PAX 1.2.10)

- Ensure any discrepancies detected during boarding process are


resolved in accordance to customer airlines instructions (i.e. coupon reconciliation, lose ticket or boarding pass, passenger count, seat assignment, denied boarding, etc.) according to customers regulations prior to departure. (I.e. SVA PSPM chapter (2, 3, 4, 8)).

- Facilitate all potentiality that can be resolve appeared problems


facing the passenger during flights formalities. (i.e. communicate with carrier or other entity as necessary). Conduct automated boarding process through DCS (LOZ Q). Announce for final boarding for the flight.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 23 of 24

Identify passengers who failed to join their flights (FTJ). Send flight information to load controller or other concerned in order to apply baggage reconciliation system. Make sure to count the actual number of flight coupons according to the passenger load (LDM) and prepare flight envelop.
g. Ensure customer airlines process is applied for standby passengers

registration and acceptance priorities. (I.e. SVA PSPM chapter # 4)


h. Ensure customer airlines process is applied for dispatch Mail System and/or

messages if applicable (i.e. manifest, purser special information sheet, passenger service message (PSM)), and mail shipment are handled and loaded onto the aircraft in accordance with customer airlines procedure and requirements such as SVA PSPM chapter (1).

Departing Passengers - During Boarding (Cont)


i.

Compliance with customer airline policy for passenger baggage reconciliation and ensure responsibility and process is applied at check in, at the baggage make up area, at the boarding gate, and handling of inter-line or on-line baggage. Ensure effective coordination and monitoring during passenger boarding in order to transfer of information and data to load control that will be covered the following aspects in order ensure accurate calculation : (LOD 1.2.9) Checked in passengers and cabin baggage. Transfer passenger and cabin baggage, as applicable. Boarded passengers and cabin baggage. Hold-loaded duty-free items. Gate delivery items that exceed normal allowances. Other non-normal load items.

j.

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 5. Passenger Handling (PAX) Date: March 2010 Chapter 05 Page 24 of 24

5.5

Records: Records should be maintained for 6 months as per table below:


Station Applicable Main Local

Forms

Control No.

DUTY SUPERVISOR REPORT FORM TERMINAL HANDLING FLIGHT'S SCHEDULE STAFF DUTY ALLOCATION FORM COUPON CONTROL FORM COUPON CHECK LIST TAP PERMISSION REQUEST FORM FOLLOW-UP FORM - ADMINISTRATION STAFF REQUISITION FORM GENERAL WORKER ATTENDANCE SHEET DISCREPANCY REPORT ADDITIONAL SERVICES RECORD FORM HAND RADIO MONITORING REPORT PASSENGER DOCUMENTS LIST ADDITIONAL SERVICES DAILY FORM VISA DETAILS FORM

P-001 P-002 P-003 P-004 P-005 P-006 P-007 P-008 P-009 P-010 P-011 P-012 P-013 P-014 P-015 P-016

RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH

NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO

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Chapter 5 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 1 of 24

Chapter Six Contents


Purpose Scope Process Aircraft description Cargo Doors Records

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.1 Purpose: To ensure that all issues, policies, systems, procedures and standards on Baggage Handling are well maintained & updated. To define and communicate the relationship between Baggage Handling functions, corporate functions, and more detailed process may found in separated documentations, refer to SVA manuals such as GSPM, PSPM, GEPM, or other foreign airlines Manuals if applicable. Date: March 2010 Chapter 06 Page 2 of 24

6.2

Scope: Baggage Handling Operation conducted where ground operation are performed (i.e. Behind Check-In Counter, Basement / Cargo Transfer, Ramp and arrival hall (Inbound and Outbound Flights). Process: Terminal activities- deploy sufficient numbers of Manpower (porters) to perform baggage handling behind counter prior to departure and segregate baggage in arrival hall. Operation Chief/ Managers, and Stations Heads or their delegated has full authority to liaison and/or participated on periodic basis airside committee (LBC) if applicable, with relevant authority, airlines Customers and/or relevant entities at a station to discuss all aspects of standards, requirements, safety & security issues, baggage handling etc. any issuance and/or outcomes shall be submitted regularly to top management. (BAG 1.1.2)

6.3 6.3.1

6.3.2

6.3.3

PAX SVCS Manager and Stations Heads or his delegates shall: (BAG 1.1.3) (PAX 1.2.5) - Coordinate with airport authority and/or SV System Airport & Ground Equipment Services Development CC: 792 for SVA in order to ensure all types of Scales available at station are periodically checked. - For foreign customer airlines, coordinate to provide schedule of maintenance in order to ensure all scales are checked prior to utilization. - Obtain records of all scales in order to verify work done by vender. - In event of scale malfunction, PAX staff shall stop using the defective scale and notify customer airline through his representative or his contact person in order to proper fix. GO TOP Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 3 of 24

6.3.4

Process (Cont) Departure Activities (baggage build-up area & Ramp): a. Daily set up an operation sheet for departure flight based on FIC schedule. b. Baggage Rep. has overall responsibility to lead down handling activities and; (GRH 3.4.1) (BAG 1.1.1) (HDL 2.1.2) - Obtain Loading instruction report (LIR) which is the keyword of connectivity between load control and baggage handling that prescribed Loading, in terms of approved cargo compartment designations. - Returned evident report to the load control that either the aircraft has been loaded as instructed or reporting any deviation so that load controller can amend the load sheet as required. - In a manner that satisfies weight and balance requirements shall comply with the sequence of loading that start loading activity according to the type of the aircraft, and; - In the manner that prevent damages to the aircraft ensure no obstructed path into the desired position, and keep adequate vertical space between the ULDs and compartment door in order to avoid damage during opening the door or loading activities. c. Prepare Manpower and conduct Inspections of GSE/ULDs and baggage cart in order to checks whether are serviceable, clean, and sufficient to handle baggage, and at the Baggage build up area where baggage are being sorted out into containers, pallets, carts, and according to destinations, only the qualified Ramp Services will be assigned to perform and check regularly the following task. (BAG 1.4.1) (HDL 2.1.3) 1. Baggage room must be clean, ventilated and well lighted. 2. Baggage belts are in serviceable condition. 3. ULDs, baggage carts, EQUISA Tugs & Clark Tugs are clean, serviceable, and sufficient to handle baggage. 4. Sufficient porters and drivers are available to perform baggage load handling.

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 4 of 24

Departure Activities (baggage build-up area & Ramp) (Cont) 5. Establish containers record cards ULD and bulk load statement tags and ensure its signed after complete filled up and. (LOD 1.1.6) 6. Baggage is sorted out into containers and carts according to destination. 7. Passengers Baggage Reconciliation procedure is applied on all flights. 8. Damaged, pilfered and unlocked bags are returned to check-in counter immediately. 9. Passengers name/address labels are affixed to bags. 10. Light weight baggage is always loaded on top of heavy items. 11. Fragile baggage is handled according to instruction on label, e.g. This way up or Fragile, etc. 12. Old ULD tags are removed and replace with new ones. (LOD 1.1.7) 13. Baggage carts are not over loaded. 14. Baggage is secured inside the ULDs. 15. ULD maximum capacity is not exceeded. 16. More baggage is brought to planeside as soon as ULD are loaded. 17. Tractors drivers are directed to deliver baggage to assigned aircraft. 18. On normal circumstances, left behind baggage shall be delivered to Baggage Services office for further handling. 19. Baggage build-up area is regularly checked and access is controlled. 20. Coordination is made with Saudia Security to prevent baggage theft and fraudulence. 21. Baggage build-up area is equipped with fire extinguishers and staff is trained on how to operate them. 22. Segregate damage or unserviceable ULDs, tagged and forwarded along to ULDs workshop, for other airlines will handle according to customer airlines policy & procedures and/or agreement. (BAG 1.4.2)

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 5 of 24

Departure Activities (baggage build-up area & Ramp) (Cont) d. At the Assembly Area must: (HDL 2.5.7) - Check condition of ULDs for serviceability, free from damage using ULD Serviceability Limitation Tables defined here below,(BAG 1.4.3) - Report immediately any damage occurs to ULD during transportation from basement to aircraft. - Before packing baggage in ULD, ensure its serviceability and cleanliness.
ULD STATUS RECORD FOR PAX ACFT ULDs SERVICEABILITY LIMITATIONS TABLE
(A) LD3 / CARGO CONTAINER ITEM NOMENCLATURE BASE BASE RAIL EDGE BASE CORNERS INSTRUCTIONS THE DAMAGE SHOULD NOT BOW OUT THE SHEET BY OVER 25mm OVER A FLAT SURFACE. NO CRACK LENGTH OVER 25mm AND WIDTH 10mm IS ALLOWED. BENT EDGE RAIL SHOULD NOT EXCEED 1" (25mm) NO MISSING FORGED CORNER IS ALLOWED CRACKS IN FRAME SHALL NOT EXCEED 3" (75mm). CRACKS OR CUT IN SHEET SHALL NOT EXCEED 3" (75mm) MAXIMUM NUMBER OF CRACKS OR HOLES PER SHEET IS 3. SAME AS ITEM A-04 SAME AS ITEM A-04 SAME AS ITEM A-04 SAME AS ITEM A-04 SAME AS ITEM A-04 SAME AS ITEM A-04

A-01 A-02 A-03

OUTBOARD SIDE A-04

A-05 A-06 A-07 A-08 A-09 A-10

INBOARD SIDE FRONT/BACK SHEAR ROOF BACK PANEL UPPER DOOR CARGO DOOR

A-11

NO MORE THAN 120mm OF TEAR OR CUT IS ALLOWED CANVAS PVC & DOOR IN PVC DOOR. DOOR NET SHOULD BE LOCKABLE AND NET CLOSE ALL AROUND CONTAINER'S FRONT DOOR.

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 6 of 24

ULD STATUS RECORD FOR PAX ACFT ULDs SERVICEABILITY LIMITATIONS TABLE (Cont)
(A) LD3 / CARGO CONTAIER ITEM A-12 A-13 A-14 A-15 NOMENCLATURE HINGE DOOR LOCKS MARKING LOGO PLACARD HOLDER INSTRUCTIONS HINGE SHOULD NOT BE BROKEN INTO TWO PIECES AND NO MORE THAN 4 MISSING RIVETS ARE ALLOWED IN EACH SIDE OF HINGE. NO PERMANENT DEFORMATION IS ALLOWED. NO MISSING LOCK PINS ARE ALLOWED. ALL IDENTIFICATION LOGO SHIOULD BE READABLE AND IN GOOD CONDITION. CONTAINERS WITHOUT IATA OWNER CODE AND S/N LOGO ARE NOT ALLOWED TO BE USED. DAMAGED PLACARD SHOULD BE REPLACED THE DAMAGE SHOULD NOT BOW OUT THE SHEET BY OVER 25mm OVER A FLAT SURFACE. NO CRACK LENGTH OVER 25mm AND WIDTH 10mm IS ALLOWED. BENT EDGE RAIL SHOULD NOT EXCEED 1" (25mm) NO MISSING FORGED CORNER IS ALLOWED CRACKS IN FRAME SHALL NOT EXCEED 3" (75mm). CRACKS OR CUT IN SHEET SHALL NOT EXCEED 3" (75mm) MAXIMUM NUMBER OF CRACKS OR HOLES PER SHEET IS 3. SAME AS ITEM A-04

A-01 A-02 A-03

BASE BASE RAIL EDGE BASE CORNERS OUTBOARD SIDE

A-04 A-05 A-06 A-07 A-08 A-09 A-10 INBOARD SIDE

FRONT/BACK SHEAR SAME AS ITEM A-04 ROOF BACK PANEL UPPER DOOR CARGO DOOR CANVAS PVC & DOOR NET HINGE DOOR LOCKS MARKING LOGO PLACARD HOLDER SAME AS ITEM A-04 SAME AS ITEM A-04 SAME AS ITEM A-04 SAME AS ITEM A-04 NO MORE THAN 120mm OF TEAR OR CUT IS ALLOWED IN PVC DOOR. DOOR NET SHOULD BE LOCKABLE AND CLOSE ALL AROUND CONTAINER'S FRONT DOOR. HINGE SHOULD NOT BE BROKEN INTO TWO PIECES AND NO MORE THAN 4 MISSING RIVETS ARE ALLOWED IN EACH SIDE OF HINGE. NO PERMANENT DEFORMATION IS ALLOWED. NO MISSING LOCK PINS ARE ALLOWED. ALL IDENTIFICATION LOGO SHIOULD BE READABLE AND IN GOOD CONDITION. CONTAINERS WITHOUT IATA OWNER CODE AND S/N LOGO ARE NOT ALLOWED TO BE USED. DAMAGED PLACARD SHOULD BE REPLACED

A-11

A-12 A-13 A-14 A-15

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 7 of 24

ULD STATUS RECORD FOR PAX ACFT ULDs SERVICEABILITY LIMITATIONS TABLE (Cont)
(B) PALLETS ITEM NOMENCLATURE INSTRUCTIONS SHOULD NOT BOW OVER A FLAT SURFACE BY 25mm. NO CRACKS OVER 50mm IS ALLOWED AND SHOULD BE OUT OF THE EDGE BY 100mm. NO CRACKS OR BREAKAGE IS ALLOWED IN THE RAIL TRACKS. NO MISSING FORGED CORNERS ARE ALLOWED

B-01 B-02 B-03

PALLET SHEET RAIL TRACKS CORNER CASTING

(C) NETS NOMENCLATURE TSO PLATE LOCK STUD TEARS OR CUT NET MESH INSTRUCTIONS NO MISSING TSO IS ALLOWED NO MISSING LOCK STUD IS ALLOWED NO DAMAGE OR CUT IN NET MESH IS ALLOWED THE NET HAS 28 HOOKS TO ACHIEVE HEIGHT ADJUSTMENT AND NET TENSIONING, NO MORE THAN 8 EA OF MISSING HOOK ARE ALLOWED. CARRIER IDENTIFICATION OWNER LABEL SHOULD BE FITTED TO THE NET.

TENSIONING HOOK OWNER LABEL

CHEMICAL CONTAMINATION NO CHEMICAL CONTAMINATION TO THE NET IS ALLOWED.

e. Only ULDs within serviceability limit accept to be load within tagged that
display its information and contents as mentioned above in the LIMITATIONS TABLE (BAG 1.4.4) (HDL 2.5.2) Arrange, inspected serviceable ULDs prior to be utilizing, and build it up as per flight load and aircraft type, fill up security sheets and send it to customer airlines as necessary, and/or kept with GS. (HDL 2.1.3) Sorted baggage into containers and carts according to destination, and damaged, pilfered and unlocked bags are return to check-in counter immediately Light weight baggage is always loaded on top of heavy items, fragile baggage to be handled according to instruction on label. e.g. This way UP, baggage carts are not over loaded, and ensure ULD maximum capacity is not exceeded.

f.

g.

h.

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 8 of 24

Departure Activities (baggage build-up area & Ramp) (Cont) i. 6.3.5 Safely transfer ULDs from basement to ramp on appropriate flight using driver form.

Security Control Holds Baggage: (BAG 1.3.4) a. All baggage Representatives shall be compliance with Security control of transfer holds baggage to loading into the aircraft as per customer airlines instruction if any, and; Bags should be moved to aircraft under supervision control and not left unattended unless the bags are stored in a locked room or compound, and; Bag tags should be checked, and; Baggage seals (if any) or stickers and bag tags must be kept in a secure place, and; Access control to and surveillance of ramp and aircraft must be in place and ID cards must be worn, and; When containers are used, they should be security sealed (if any) immediately following completion of the passenger / baggage reconciliation process, and; Final reconciliation procedures should take place as close to the aircraft as possible, and; Compliance with applied Treatment of suspect baggage at any time during handling of hold baggage, or in the event of an increased security threat condition GS staff suspected that baggage contains any dangerous device, the following action should be taken: (BAG 1.3.7) Notify immediate supervisor. Isolate the suspect bag and clear the immediate area. The shift supervisor should go to the scene as soon as possible. Confirm the 'find'. If confirmed, at airports within the Kingdom, notify SVA Security and Airport Security in accordance with local procedure. More details are defined in the SVA ASPM chapter (4). Chapter 6 Cont.

b.

c. d. e. f.

g. h.

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Security Control Holds Baggage (Cont) i. Ensure the contents of hold baggage subject to be recorded as per designation of aircraft holds as per customer airlines requirements such as numbering schemes of SVA aircraft types as follows:(BAG 1.3.3) (LOD 1.1.8) Numbering of Compartment: CMPT NO. 1 2 3 4 5 DECRIPTION The forward part of the lower Hold or the total lower forward Hold. The aft part of the Cargo door forward Hold. The forward part of the lower deck aft Hold. The aft part of the cargo door aft Hold or the total lower aft Hold. The bulk compartment of containerized/palletized aircraft. Date: March 2010 Chapter 06 Page 9 of 24

Designation of section (Compartment): A first figure indicating the compartment number and a second figure the section in that compartment starting from the front to the back and from right to left. Designation of bays in Compartments; One ULD in A Row: A first figure to indicate the compartment number, a second figure to indicate the position of the lateral row and the two figures are followed by the letter P to indicate a pallet position. Two ULDs in A Row: A first figure to indicate the compartment number, a second figure to indicate the position of the lateral row followed by the letters L (for left) or R (for right) to indicate a left or right hand side ULD position. Chapter 6 Cont.

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Security Control Holds Baggage (Cont) Example application of hold numbering schemes:
B747 _______________0______________ (Main Deck) 1+2 3+4+5 (Lower Deck) B777 _______________0______________ (Main Deck) 1+2 3+4+5 (Lower Deck) A300 _______________0______________ (Main Deck) 1+2 4+5 (Lower Deck) MD90 _______________0______________ (Main Deck) 1+2 3+4 (Lower Deck) ERJ-170_______________0______________ (Main Deck) 1 4 (Lower Deck)

Date: March 2010 Chapter 06 Page 10 of 24

j.

Ensure adequate lighting in baggage handling area, authorized personals only allowed, secure storage areas where mishandled baggage may be held until forwarded, claimed or disposed of in accordance with local laws, and ensure all areas are supervised, periodic check access controlled, and/or baggage return to makeup area for forward to customer airlines representative. (BAG 1.3.8) k. Handle transit baggage online and interline. l. Report any damage/suspicious baggage to concern departments. m. The supervisor / Baggage Rep through their team upon detected unapproved dangerous good prier to loading and/or in hold baggage shall: (BAG 1.2.2) - Immediately isolated and keep it in the proper area; - Notification report to be submitted immediately to customer airlines and FIC by telex and/or other accessible communication such as radio, telephone, mobile, e-mail, etc. - Ensure all formalities of dangerous good have been according the standard approved dangerous good. GO TOP Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Security Control Holds Baggage (Cont) n. Supervision and/or monitoring baggage after accepted point in the build area to prevent baggage being placed on board aircrafts as follows: (BAG 1.3.1) Baggage should be supervised or under security control when passing
along conveyor belts. If GS staff member discovers any unlabelled bags or bags bearing no security code and destined for a SVA flight or a flight handled by GS, Action should be coordinated with Customer airlines. And telex should be submitted to the customer airlines. Employees and porters, who are assigned for handling passengers baggage while loading in containers, should be supervised. No unauthorized passengers, employees or laborers should be allowed access to the baggage loading areas. More details are defined in the SVA ASPM chapter (4)

Date: March 2010 Chapter 06 Page 11 of 24

o. Baggage representative shall handle of special, security removed items, duty- free goods, and other items removed from passenger after chick-in (on request) as follows: (BAG 1.1.4) As soon as received inserted in to assigned envelope (for SVA) with
checked baggage tag or other items as per customer airlines instruction. Loading into the lower aircraft hold or in ULD. Defined the position in the LIR and returned to load control, and coordinate all concerned issues with the load controller.

p. All Staff Upon discovery undeclared weapons within baggage destined shall immediately: (BAG 1.1.5) Segregate the bag which contents the weapon Notify duty supervisor or duty officer; The supervisor or duty officer shall immediately notify station head, FIC,
AOC through telephone, radio, telex, Mobil, e-mail or other accessible communication for further action and. Coordinate with concerned entity for defined the baggage destined and forwarded to him for further action or other instruction if applicable; Report and notification case to the customer airlines

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.3.6 Date: March 2010 Chapter 06 Page 12 of 24

Loading ULD Baggage and Others Into The Aircraft: (HDL 2.5.4)
a. b.
Safely stowed in position according to the LIR. (HDL 2.2.2) All ULDS to be organized by side rails and/or stop, locks or guider; c. Smoothly push and latch the ULDs into the aircraft compartment with lightly speed in order to prevent high-speed impact with locks or stops that will cause damage to the aircraft, and ensure all ULDs directed to assigned position. (HDL 2.5.5) d. Ensure no obstructed path into the desired position, and keep adequate vertical space between the ULDs and compartment door in order to avoid damage during opening the door. e. A cross-check of the final loading ULDs by number against LIR. (HDL 2.5.3) f. No shipments with labeled Cargo Aircraft to be loaded into passenger aircraft, immediately to be segregate in the proper place and inform responsible concerned such as SV cargo and/or customer airlines (HDL 2.3.4) g. All pallet edges must be vertically aligned and secured to maintain contour for ease of loading and unloading. h. Pack high density items at the bottom, if necessary use spreader boards. i. Pack items tightly together, leaving as few gaps and spaces as possible. j. Place packages with an obvious weakness, or very light packing at the top. k. Packages on open pallets must be stacked so that the whole load is stable and will not fall sideways. l. Pack ULDs, baggage within the dimensional limitations of the aircraft. m. Shape pallet load to fit the aircraft contour by using a loading gauge or jig. n. Observe the floor limitations. o. Reconciliation of hold baggage is correctly applied in accordance with the customer airlines requirements and/or security authority requirements that as soon as received the cancellation security number, the baggage rep. will be offload the piece(s) of baggage required, and to be send to baggage services as required. (BAG 1.3.6) p. Use plastic sheets to cover baggage prior to pallet netting. q. Compliance with Loading instruction for aircraft equipments in-plan loading system according to the carrier and/or customer airlines, to ensure:(HDL 2.5.1) A duty is conducted by trained personnel that aware & understands of Identification/consequences of malfunctions of in-plane loading systems that include; Transit load, off-load, re-load, on-load, and loading position for specific hold. More detailed is defined according to the type of the aircraft especially for wide body such defined in the SV Aircraft Procedure Manual step for cargo compartment loading of ULD chapter (4) section (1)

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Loading Baggage into the Aircraft (Cont)
r.

Date: March 2010 Chapter 06 Page 13 of 24

s.

t.

u.

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Supervisor / baggage rep. shall ensure availability of marshaller throughout equipment approach to the aircraft for proper alignment the equipment to the aircraft, and when its complete their activities safely backed and removed at appropriated area to provide clearance for aircraft movement. (HDL 2.4.2) Supervisor / baggage rep. shall : (BAG 1.2.1) (HDL 2.2.2) (BAG 1.2.3) - Check hold baggage prior to loading baggage, ULD, and all baggage that be ready for loading into the aircraft is dry and no any type of leakage of dangerous good is found; - If spillage are noticed notify maintenance immediately for action in order to prevent leakage, damage, movement, etc. during transportation. And notify applicable customer airlines via notification form. And;(GRH 3.4.2) Ensure handling of battery- operated passenger wheelchairs and other mobility aid that must be loaded is appropriate stowed secured, disconnected, etc. in order to prevent accident short circuit, and accounted in load sheet within special load cases. (BAG 1.2.3) All items of originating hold baggage individually defined and recorded that being ready for loading into the aircraft storage as follows: (BAG 1.3.2) Originating station must always ensure that transit baggage is loaded in dedicated ULD or bulk area. The Container Record Card form must be affixed to each container. Manual stations must show Passengers security number on all boarding pass portions. All originating baggage intended to be carried in the hold of an aircraft for an international or domestic flights shall be screened prior to being accepted for carriage. The methods available for hold baggage screening include but are not limited to conventional X- ray ; manual search; trace detection; explosive dogs (K 9); computer assisted (smart X-ray systems; passenger risk assessment techniques. Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Loading Baggage into the Aircraft (Cont) Access to hold baggage is controlled to prevent tampering and the introduction of prohibited articles, this involves the security of : a. Baggage handling systems b. Storage Facility c. Baggage make up area d. Baggage Transfer area e. Ramp Area f. Conveyance from point of acceptance to the aircraft For more detailed refer to customer airlines process such as SVA GSPM chapter (4) and ASPM chapter (4). v. Ensure Special load and/or dangerous good loaded into the aircraft by certified personnel and loading of dangerous goods is handling in accordance with IATA standard and/or SLM and secured or stowed in a manner that: (BAG 1.2.1) (HDL 2.4.2) Prevent damage to packages and containers during aircraft loading and unloading. If dangerous goods shipment appears to be damaged or leaking immediately prevented from being loaded into an aircraft. Separation and segregation of packages on the aircraft to prevent interaction in the event of leakage. Orients packages on the aircraft so the hazard label is visible. Prevent movement that could change the orientation of packages on the air craft. In the event of dangerous goods accident or incident involving any spillage, leakage or breakage follow procedure described in SLM (Emergencies), immediate call the concerned (i.e. maintenance, housekeeping, etc.) to removal of hazardous from the aircraft without delay, and inform the customer airline. (STM 4.2.1) In the event of special loads and dangerous goods, sign and submit NOTOC to the captain 30 minutes before departure. Date: March 2010 Chapter 06 Page 14 of 24

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Loading Baggage into the Aircraft (Cont)
w. Inform TCC of abnormalities during unloading. x. Proper radio communication is maintained y.

Date: March 2010 Chapter 06 Page 15 of 24

to reconcile with

z.

procedures and instructions. Assigned responsible for handling flight to be conduct effective supervision for all loading procedures, and completed proper report for all flights for future reference included free FOD around or under the aircraft. In case of mishandling baggage, the baggage representative shall: Keep the mishandling baggage(s) in the assigned secure storage areas if applicable that may be held until forwarded, claimed or disposed of in accordance with local laws or; Direct return to the makeup area for forward to customer airlines representative, and; State the reason of mishandling in the baggage rep. activities report.

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.3.7 Arrival Activities (Ramp & Baggage build-up area):
a. Daily set up an operation sheet for arrival flight based on FIC schedule. b. Consider CPM/LDM of flight in order to deploy Manpower and inspected serviceable GSE prior to utilize for performing task. c. For conducting Aircraft opening and closing: (HDL 1.2.1) (HDL 1.2.2)

Date: March 2010 Chapter 06 Page 16 of 24

- Only trained personnel authorized to open the aircraft door at cargo


compartment as per each type of aircraft doors instructions, and

- Only trained personnel authorized are allowed to open the electrically,


hydraulically or pneumatically actuated aircraft access door. - Door operation defined her below in this chapter. - The cabin door process belong to PAX Services therefore must not be allowed to be open by baggage handling staff. d. Offload baggage, cargo, and mail from air craft as per the standard (first/business baggage container off-loaded first), and customer airlines rules (timely delivery), and safely transfer ULDs from ramp to basement and completion proper form. e. Offload the envelope of special, security removed items, duty- free goods, and other items removed from passenger and forwarded to baggage claim area for delivery to passenger according to customer airlines process such as SVA GSPM chapter (4) and SVA ASPM chapter (3). (BAG 1.1.4) f. All information of offloaded contents and quantity is passed to concerned areas to avoid confusion and discrepancy. g. Offload and segregate baggage in basement and send it to arrival hall. h. Complete reports are being prepared to maintain records for ready reference retained as 3 month period.

6.3.8

Claimed and Unclaimed baggage:


a. Coordination with the Head of PAX SVCS. or his team in order to assistance to ensures any unclaimed baggage for SVA flights are promptly sealed after custom screening process, placed with tag BOH that include all information related unclaimed baggage i.e. Flight No., Destination, etc. , forward to SVA system baggage services store, and complying with the process of forwarding unclaimed baggage are defined in SVA GSPM chapter (6) and SVA BSPM chapter (6). And;

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 17 of 24

Claimed and Unclaimed baggage (cont)


b. Ensure any unclaimed baggage for foreign airlines flights are promptly

sealed after custom screening process, placed with tag BOH that include all information related unclaimed baggage i.e. Flight No., Destination, etc., remained in the custom store up to (10) days then forward to customer airlines head quarter placed with RUSH tag and/or according to customer airlines agreement and/or instructions. 6.4 6.4.1 Aircraft description Cargo Doors : (HDL 1.2.1) (HDL 1.2.2) General (B747-468): a. Doors shall be operated only by trained personnel. b. The cargo compartment has three located on the right hand side (starboard) of the fuselage, the forward door is for compartment 1 & 2, the middle door is for compartments 3 & 4 and the aft door is for compartment 5. c. The forward and middle doors are electrically operated. d. General Layout (Forward & Middle Doors) Illustration:

C o c C o n tainer Cargo Door- view Looking Forward

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) General (B747-468) (Cont) e. Door Operation (except Bulk Door), compartment forward & middle doors are operated as follows (B747-468): To open Door:Unlock and open latch lock handle on door (Green latches closed lights comes on, pressure relief doors open.) Hold door open/close switch in open position. When door is fully open, motion will stop automatically. Release door switch.

Date: March 2010 Chapter 06 Page 18 of 24

To Close Door:

Hold door open/close switch in closed position until door is closed. When door is fully closed, motion will stop automatically. Note: Hold switch in close position until green latches Closed lights comes on. Close and lock latch handle on door. Note: Observe that pressure relief doors are open prior to closing handle. Note: Observe the pressure relief door closing while moving handle to close position. Note: Observe that the green latches closed light goes off .

f.

Door operation (Bulk Door) (B747-468): To open Door:

PULL Handle from recess and rotate counterclockwise. Push door inward slightly and release handle to allow it to return to flush position (latches return to latched position under spring load). Push door up until up latch engages.

To Close Door:

Push up latch release lever upward and allow door to descend to free hanging position. Pull handle from recess and rotate counterclockwise to retract latches. Pull door closed, maintaining outward pull and rotate handle clockwise until mechanical stop is contacted. Release handle and push door to verify latched position.

GO TOP

Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.4.2 General (B777-268): g. Doors shall be operated only by trained personnel. h. The cargo compartment has three located on the right hand side (starboard) of the fuselage, the large forward door is for compartment 1 & 2, the aft small door is for compartments 3 & 4 and the aft door is for compartment 5. i. The forward and small aft doors are electrically operated. j. Door Operation Forward Large Cargo Door(B777-268):
To open Door:Unlock and the door lock-handle (action: PULL) if vent door opens, the cargo door was unlocked. Ascertain that no equipment is obstructing free passage of the door. Move the door control switch to the open position, the door unlatches. Continue to hold the switch to the open position, the door moves to the full up position, when it stop, the amber door up light on P43 comes on.

Date: March 2010 Chapter 06 Page 19 of 24

To Close Door:

Check that retractable and semi- automatic door sill restraints are in fully UP position. Ascertain that no equipment is obstructing the passage of the door. Move the external door control switch to the close position (ACTION: HOLD) Hold for approximately 3 seconds after door reaches full closed position, the amber light goes off. Lock the door lock-handle (ACTION: PUSH) (Do not force handle). Make sure that the vent door closes, the door is locked, if the vent door is closed, if not, call Maintenance.

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) Date: March 2010 Chapter 06 Page 20 of 24

k. Door Operation :Aft Small Cargo Door(B777-268) : To open Door:

The door is a plug type, to open, it first moves up out of the plug position, and then it opens outward and upward. Hold the arming switch in the arm position. Hold the control switch in the open position, the vent door opens, the cargo door moves up out of its latched (plug) position, the green light goes off. Continue to hold the switches in the arm and open position, the door moves to the full up position and stops; the amber door up light on the P44 panel comes on.

To Close and latch Door:

Check that retractable and semi- automatic door sill restraints are in fully UP position. Hold the arming switch in the arm position and the control switch in the close position. The amber light on the P44 goes off when the door leaves the full up position. Continue to hold the switches in the arm and close position, the door closes and moves up into the latched (plug) position. The vent door closes. The green door latched light comes on. GO TOP Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.4.3 General (MD 90): l. Doors shall be operated only by trained personnel. m.Door Operation : three Cargo Door(MD 90):
To open Door:

Date: March 2010 Chapter 06 Page 21 of 24

Presses handle with thumb. Rotate handle counterclockwise to unlatch. Door fully open-handle in unlatched position. Rotate handle clockwise to latch door open. Cargo barrier Normal position rotates outboard and up to slow. Cargo barrier Stowed position, press latch buttons push up release latch buttons to stow.

To Close Door:

Reverse above steps.

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.4.4 General (ERJ 170): n. Doors shall be operated only by trained personnel. o. Door Operation : three Cargo Door(ERJ 170):
To open Door:To close Door:-

Date: March 2010 Chapter 06 Page 22 of 24

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG) 6.5 Records: Records should be maintained for 6 months as per table below:
FORMS CONTROL NO STATION APPLICABLE Local Main

Date: March 2010 Chapter 06 Page 23 of 24

DAILY LEFT BEHIND / SHORT SHIPPED BAGGAGE SUMMARY IN BASEMENT BAGGAGE SENT BY LIFT BASEMENT ARRIVAL ACTIVITIES BAGGAGE SEGREGATION FORM FOREIGN AIRLINES DAILY F/A OFFLOADED BAGGAGE RECORD BASEMENT ONE PILFERAGE INCIDENT REPORT FLIGHT INFORMATION LOG SHEET HAJJ UMRA DAILY HIGHLIGHTS HAJJ / UMRA DAILY FLIGHT STATISTICS DEPARTURE HAJJ / UMRAH DAILY FLIGHT STATISTICS ARRIVAL BASEMENT GROUP LEADER REPORT (DOM AND INT'L ARRIVAL) LIMITED RELEASE BAGGAGE INVENTORY CAROUSEL / BELT SYSTEM BREAKDOWN RECORD SHEET EARLY CHECKED BAGGAGE DAMAGED BAGGAGE TRANSIT BAGGAGE SUMMARY (G#21) MEDICAL LIFT ASSIGNMENT WRONG LOADING DAILY REPORT LDM / U.C.M. DAILY SUMMARY REPORT BAGGAGE TRANSFER FORM BAGGAGE DELIVERY DESCREPANCY MEDICAL LIFT MOVEMENT MEDICAL LIFT REQUEST TRANSFER BAGGAGE INFORMATION SLIP BAGGAGE REPRESENTATIVE DAILY PERFORMANCE REPORT

B-001 B-002 B-003 B-004 B-005 B-009 B-010 B-011 B-012 B-013 B-014 B-015 B-016 B-017 B-018 B-019 B-020 B-021 B-022 B-023 B-024 B-025 B-026 B-027 B-028

ALL JED/DMM RUH/DMM RUH RUH ALL JED/DMM JED JED JED JED RUH ALL JED/DMM ALL RUH JED/DMM ALL JED DMM ALL JED/DMM JED/DMM ALL RUH/DMM

NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 6. Baggage Handling (BAG)
Records (Cont)
FORMS F/A OFFLOADED BAGGAGE RECORD RUSH TAG BAGGAGE RECORD OPERATOR / DRIVER LOG SHEET DRIVER DAILY REPORT ON BAGGAGE / CARGO DELIVERY DAILY DEPARTURE FLIGHT STATISTICS REPORT BASEMENT GSS DELIVERY SLIP ARRIVAL / DEPARTURE CONTAINERS LOADING ON USA BOUND FLIGHTS REPORT/BGG BUILD UP ONLY RECEPTION COORDINATOR WORKSHEET GROUP MOVEMENT SHEET AIRCRAFT DAMAGE NOTICE REPORT BAGGAGE REPRESENTATIVES FLIGHT REPORT MD 90 BAGGAGE REPRESENTATIVES FLIGHT REPORT 300-620 BAGGAGE REPRESENTATIVES FLIGHT REPORT 747SP68 BAGGAGE REPRESENTATIVES FLIGHT REPORT 747-168 BAGGAGE REPRESENTATIVES FLIGHT REPORT 747-368 BAGGAGE REPRESENTATIVES FLIGHT REPORT 747-468 BAGGAGE REPRESENTATIVES FLIGHT REPORT B737 BAGGAGE REPRESENTATIVES FLIGHT REPORT 777-268 FLIGHT ASSIGNMENT FOR DEPARTURE FLIGHT BAGGAGE REP DAILY ACTIVITY REPORT B747-100 BAGGAGE REP DAILY ACTIVITY REPORT B747-368 BAGGAGE REP DAILY ACTIVITY REPORT B747-468 BAGGAGE REP DAILY ACTIVITY REPORT B777 BAGGAGE REP DAILY ACTIVITY REPORT MD90 BAGGAGE REP DAILY ACTIVITY REPORT AB300 BAGGAGE REP DAILY ACTIVITY REPORT B737 BAGGAGE REP DAILY ACTIVITY REPORT B-SP TERMINAL ARRIVAL STATION QUALITY PERFORMANCE REPORT VEHICLE STATUS SHEET SHIPMENT HANDOVER FORM BAGGAGE SERVICES CHECKLIST CONTROL NO B-029 B-030 B-031 B-032 B-033 B-034 B-035 B-036 B-037 B-038 B-039 B-040 B-041 B-042 B-043 B-044 B-045 B-046 B-047 B-048 B-049 B-050 B-051 B-052 B-053 B-054 B-055 B-056 B-057 B-058 B-059 B-060 STATION APPLICABLE Local Main DMM RUH RUH JED JED/DMM JED/DMM JED DMM RUH / DMM RUH RUH / DMM RUH / DMM RUH / DMM RUH /DMM RUH / DMM RUH /DMM RUH / DMM RUH /DMM RUH /DMM JED JED JED JED JED JED JED JED JED JED JED DMM ALL NO NO NO NO YES NO YES NO YES NO NO NO NO NO NO NO

Date: March 2010 Chapter 06 Page 24 of 24

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Chapter 6 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Date: March 2010 Chapter 07 Page 1 of 33

Chapter Seven Contents


Purpose Scope Procedure Gear Pin Installation instructions Tow bar disconnected instructions Standard Signals Marshalling Procedure Aircraft Towing procedure Towing Operation Records

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) 7.1 Purpose: a. To ensure that all issues, policies, systems, procedures and standards on
aircraft ground movement are well maintained & updated.

Date: March 2010 Chapter 07 Page 2 of 33

b. To define and communicate the relationship between aircraft ground


movement functions, corporate functions, and more detailed process may found in separated documentations, refer to SVA manuals such as SVA GEPM, SVA TP&P or other foreign airlines Manuals if applicable.

7.2

Scope: a. Aircraft ground movement operation conducted where ground operation are
performed as per defined in the scope of services provided for aircraft marshaling, pushback, and towing.

b. Maintenance of ground equipments are conducted by SVA Maintenance. 7.3


7.3.1

Procedure:
Head of Aircraft Movement or his delegated shall ensure Availability of adequate aircraft ground equipments needs in the station to be utilized for each type and Wight of aircraft movement. and; a. Listed all aircraft ground equipments in order to ensure availability & maintain inventory all the time that defined weather and surface conditions. (AGM 1.1.1) b. Upon short, lost, damage, and unserviceable equipment immediately contact the concerned. c. Ensure maintenance is conducted to all equipment on regular bases. d. Conduct aircraft movement equipments inspection checklist regularly and prior to utilize, reporting any defect to operational supervisor and/or concerned. e. Ensure damage or Unserviceable are tagged, isolated in the proper location to prevent unutilized, and immediately forward message/telex along to SVA maintenance or foreign airline for action. f. Ensure all ground equipments are serviceable & optimum utilized to have a long life through complying with:

GO TOP

Maximum speed limit Gear pin installation instruction her below Tow bar disconnected instructions her below

Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)
7.3.2 All qualify operational personnel with duty must be strictly followed basic safety principles of use ground movement equipments and movement on the ramp. Refer to SVA GEPM chapter (02).

Date: March 2010 Chapter 07 Page 3 of 33

7.3.3

All operational personnel into the ramp must be strictly wearing and using safety items whether they are on the job or off the job. (AGM 1.1.6)
a.

b.

Reflective jacket and/or a distinctive fluorescent if applicable, gloves, ear plug, etc. during conduct all operation activities to avoided protrusions that could cause injury spicily the person that positioning or removing chokes. (AGM 1.4.2) (AGM 1.6.2) Utilized wands or bats of high visibility color during daytime and lighted wands during low visibility or night conditions during do marshalling activities.

7.3.4

Flight Coordinator/Rep shall define all assignment aircraft type and parking prior to departure or arrival in order to coordination all infrastructure needs and provide concerned ground support equipments to be utilized for handling the aircraft movement as follows: (AGM 1.1.5)
a. b. c. d. e.

f. g. h.

i.

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Check with your dispatch personnel or supervisor and request the aircraft arrival time. Arrive at the parking location 10 to 15 minutes before aircraft arrival. Inform your supervisor if the GSE that is required to support the arrival is not available. Check the operation of the safe gate. Provide wands or bats when the safe gate is inoperative. Ensure that you have a headset available. The use of headsets for arriving aircraft is mandatory at DMM, MED and RUH (apply for SVA Engineering). Ensure that the area is clear of FOD. Ensure that the chocks are placed in a position that does not affect aircraft arrival. Chocks for the main wheels MUST NOT are placed in the path of the engines or undercarriage, and smoothly clear of aircraft protrusions that could cause injury. During aircraft arrival, only the marshaller and guide men are permitted to remain in the aircraft envelope. You must avoid crossing the path of a taxiing aircraft. (AGM 1.6.2) Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)
j. k.
If a hazard is observed, STOP the aircraft and remove the hazard. Do not attempt to remove the hazard whilst the aircraft is moving. All personnel not involved in the arrival must remain outside the aircraft envelope until the aircraft has come to a stop and the interphone indicates it is safe to approach the aircraft.

Date: March 2010 Chapter 07 Page 4 of 33

7.3.5

Inspection of the aircraft exterior and grantee of aircraft servicing doors and panels are closed and secure applied by SVA Engineering, and adjacent airside area prior to aircraft departure or arrival by GS Personnels, if observed any defect, damage, dent, and any suspicions immediately reporting to all concerned (i.e. the supervisor, maintenance, pilot- in-command, etc.) to ensure the following: (AGM 1.1.4)

- The ramp surface condition is adequate for movement operation. - The ramp surface is clear from FOD. - Power Cables and loading bridge are detached prior aircraft movement from
parking.

- Equipment and vehicle are positioned clear of the movement path. - Chocks are removed from all wheels prior aircraft movement from parking. - Adequate clearance exits between the aircraft and facilities or fixed obstacles
along with movement path. - Ensure that the chock positioned forward of nose wheel is not touching the wheel; leave a small gap to prevent the chock becoming trapped.

7.3.6

All aircraft ground movement equipments and aircraft chocks must be:(HDL 1.3.17) (HDL 1.3.18) - When approached and positioned at the aircraft complied with the sequence of equipment approach to the aircraft to prevent or obstruct the movement of a fueling vehicle away from the aircraft. - Ascertain that no equipment is obstructing the evacuation of persons from the aircraft in an emergency. - All motorized equipments must be removed to assigned area immediately after serving the aircraft, and not to be located where they would obstruct the evacuation of persons from an aircraft in emergency, if is being utilized remains in a position within easy reach of the emergency controls and if the equipment is not fitted with external emergency controls, remains in the operating position and in control of the equipment. (AGM 1.6.6) (HDL 1.3.12) Prior to commencement of an aircraft ground movement operation, the head of aircraft movement or his delegated coordinator shall be involved in the operation: (AGM 1.1.2) (AGM 1.1.3) - Review the qualification team assigned to operate aircraft movement equipment to ensure they are fully understand with Interphone man SVA Engineering And;

7.3.7

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont) - Agreed the communication to be performed. And; - All requirements needs prior to starts approach to the aircraft and maneuvered that handle aircraft movement operation. - All the team involved in the operation are briefed of their individual responsibilities; - Ensure the general area of the operation is clear of ground support equipment, other obstacles, and the only persons required to perform operating functions are in the operating area and - Ensure Standard hand signals are used for manual communication; - Personnel involved in the operation are positioned away from hazard zones;
7.3.8

Date: March 2010 Chapter 07 Page 5 of 33

Head of Ground Movement shall ensure aircraft chocks that mandatory used during operation is: (AGM 1.6.1) - Provided as per the standard and recognized specifications (i.e. high visibility color & marking, triangular in shape, suitable length cover width of the wheel, etc) and ; - No instead off to be used for safety reason. - Coordinate with concerned to ensure provided product as per quality control standard.

7.3.9

The operator for handling aircraft chocks shall be placement / removal of the chocks as follows:
a. Based on the clearance from the guide person that

ensure the aircraft commander confirm the break seat, engines have slipped down, and anti-collision light has been switched off. (AGM 1.6.3) b. Ensure position of aircraft chokes are placement in accordance of the aircraft manufacturer, the front and rear of the aircraft outboard main gear wheels, and parallel to the wheel axle and only lightly touching the tires. (AGM 1.6.4)
c. Placement additional chocks and/or request captain for setting aircraft

parking break, and/or placement ballasting in the event of high wind conditions. (AGM 1.6.5) d. Ensure shocks are not removed until tractor and tow bar are connected to the aircraft nose gear and parking brake of the tractor is engaged. (AGM 2.1.3) GO TOP Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)
e. During Placement or remove of shocks smoothly to pick up/clear of

Date: March 2010 Chapter 07 Page 6 of 33

aircraft protrusions that could cause injury, wearing gloves is a must and glasses if possible.. (AGM 1.6.2)
7.3.10

Assigned responsible personnel for connect a tow bar to the aircraft nose gear shall be consider the following:
a. Not attempt to straddle the tow bar and ensure the tow bar is b. c. d.

e. f. g. h. i. j. k.

detached from the tractor. (AGM 2.1.6) Not left a tractor connected to the aircraft unattended with the engine running. (AGM 2.1.12) Connect the GSE used to push back the aircraft. When attaching the tow bar to the aircraft: Warning: Be careful when connecting the tow bar and tractor to the aircraft. Movement of the aircraft movement could cause injury to persons who are boarding or already on board. Deactivate the aircraft steering system as required. Caution: When holding the steering lockout device ensures that a high visibility streamer is attached. Raise the tow bar to be in line with, or slightly higher than the landing gear attach fitting. (AGM 2.1.5) Align the tow bar attached fitting with the landing gear attach fitting and engage by slowly lowering, or pushing, the tow bar. Confirm the tow bar is correctly installed and engage the lock. Warning: DO NOT leave a tow bar connected to an aircraft without deactivating the steering system. Connect the tow bar to the GSE and raise the tow bar wheels, as required.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)
7.3.11

Date: March 2010 Chapter 07 Page 7 of 33

Coordinator/Ramp shall ensure prior to movement approach to the aircraft the following: (AGM 2.1.13) a. The tractor is in line with the centerline of the aircraft; b. The wheels on the tow bar are fully retracted if applicable; c. The tractor is in good condition; d. Confirmation from flight deck via inter-phone and/or thump signal if applicable that the aircraft set parking brake. (AGM 2.1.14) e. The interphone man is responsible to ensure that all cargo and passenger doors are closed prior to towing. f. The interphone man and helper shall conduct verbal communication with the flight deck during aircraft pushback operations using a flexible cord and/or the headset to maintain a safe distance from both the aircraft and tractor, and; (AGM 2.1.22) 1. Maintain inter-phone communication unless; 2. The run-up operation is conducted at a remote location or on an active taxiway or runway and access is restricted or not permitted. 3. The engine is operated at power settings above ground idle. Move to a position that allows monitoring of the engine, is in view of the aircraft commander and outside the hazard area. 4. The thrust reverser system requires an operational test with the engine operating. 5. Immediately inform the aircraft commander any time a hazardous condition is observed, for example vehicles driving behind the aircraft, etc.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont) g. The Interphone Man SVA Engineering:
1. Coordinate with GS head of aircraft movement or his delegated to determine the number of required or additional team members required for push back in congested areas. (AGM 1.1.3) Inform the Flight crew when leaving headset during the push back. Stay in visual contact with the GSE operators and guide men, when used, for the push back operation. Before push back: (AGM 2.1.21) Monitor aircraft door, passenger and cargo, closure. All doors should be closed 5 minutes before departure. Monitoring all area around the aircraft during aircraft pushback operation process to ensure its clear and nobody attempt to stop across or over the tow bar. Do not allow any doors to be re-opened without authority from the flight crew. Inform GSE representative when cabin crow requested to reopen the door in order to deploy getaway and/or air stair. Confirm door closure when requested by the flight crew. Ensure all equipment not required for the dispatch is removed and secured outside the aircraft maneuvering area. Ensure that the chock positioned forward of nose wheel is not touching the wheel; leave a small gap to prevent the chock becoming trapped. Ensure the aircraft envelope is clear of any debris. Pay special attention to the cargo loading areas. Remove the aircraft chocks from the main gear only when the tractor and tow bar are secured to the aircraft. Remove the remaining chocks once the PLB or steps have been removed from the aircraft. Check for damage around the passenger doors used for loading. When damage is identified around passenger and cargo doors and servicing panels inform supervision and DO NOT pushback the aircraft.

Date: March 2010 Chapter 07 Page 8 of 33

2. 3. 4.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont) 5. When communication is lost during the push back. The interphone man: ( AGM 2.1.23)

Date: March 2010 Chapter 07 Page 9 of 33

Stop the aircraft. Maintain a position in view of the captain and indicate communications have been lost. Attempt to regain communication through the service interphone system. Continue the push back using standard hand signals when interphone communication cannot be established and/or in a situation where the use of the interphone system is not possible, and with the concurrence of the aircraft commander and inter-phone man.

6. Upon receiving push back clearance from flight crew:


Using common phraseology or standard hand signal when is required with flight deck whenever possible. Ensure that the air bridge/steps and all GSE are removed from the aircraft before starting the push back operation. Once the air bridge/steps have been removed they will not be reinstalled without obtaining authority from the flight crew. Request brake release and confirm the direction the aircraft will face on completion of the push back. On confirmation from the flight crew give the brake release signal to the push back driver and remove the aircraft chocks. Indicate to the push back driver that the push back operation can commence and indicate the direction the aircraft will face. The chocks placed at the nose wheels of a B747, A300, B737 and B777 must not be moved until ALL equipment has been removed from the aircraft, including the steps or passenger loading bridge. For MD90 and MD11 aircraft, the chocks must not be removed from the main wheels. (AGM 1.6.4)

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)

Date: March 2010 Chapter 07 Page 10 of 33

The aircraft not fitted with a nose gear steering by-pass system, the steering hydraulic system is de-pressurized or the nose gear steering torque links are disconnected if applicable, and; (AGM 2.1.4) (AGM 2.1.5) Always ensure the correct steering pin is installed and secure. If the correct steering pin is not installed at push back the tow bar will break once hydraulics are pressurized during engine start, all towing and pushback must be conducted in a smooth and controlled manner especially commencing or terminating a tow or pushback. (AGM 2.1.4) (AGM 2.1.5) As soon as lifting the aircraft nose wheels with a tow bar check and verified all ground support equipment including passenger boarding bridge are removed from the aircraft and notify flight deck via inter-phone and/or thump signal if applicable that area around the aircraft is clearance. If any doubt exists then the tow must be terminated until it is confirmed that it is clear to continue the towing operation.

7. The push back driver shall:


Be aware of the steering angle limits. Push back the aircraft in a smooth and controlled manner at a low speed. Comply with instructions given by the interphone man. Monitor the position of the interphone man throughout the push back and bring the aircraft to stop when visual contact is lost. Ensure the nose wheels are centered when the aircraft has reached the required taxi out position. Not exceeded the maximum nose gear turn limits during handling aircraft nose gear pushback or towing in accordance with airframe manufacturers instructions. (AGM 2.1.1)

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)

Date: March 2010 Chapter 07 Page 11 of 33

Monitor the push back path and stop the aircraft any time a dangerous condition occurs. Inform the flight crew anytime the aircraft is stopped. Only restart the push back when clear it is to continue and clearance has been given. On completion of the push back, move the aircraft for approximately 3 meters (10 feet) in a straight line.

7.3.12

The interphone man a. Caution: Be aware that during adverse weather conditions such as rain, ice, snow, or poor weather, and/or connection between the tractor and the aircraft are lost immediately notify flight deck. Request the flight crew to apply the parking brake to stop rewarding movement of the aircraft. As soon as received confirmation, ensure and guide push back driver that parking brake is set for prevent the fuselage from tipping after barking forces. Follow any additional instructions given by the flight crew. Any time the push back is halted reconfirm brake release before continuing the push back. Monitor the push back path and stop the aircraft any time a dangerous condition occurs. Inform the flight crew anytime the aircraft is stopped. Restart the push back when it is clear to continue and clearance is given. When the aircraft has reached the required taxi out position and the aircraft has come to a complete stop request the flight crew to set the brakes. On brakes set, indicate brakes set to the tractor driver. An aircraft chock may be placed approximately 6 inches forward of the nose wheel to limit inadvertent aircraft movement. Lower the tow bar wheels to the ground, if applicable, and disconnect the tow bar from the tractor. Warning: Be aware of possible of the tow bar movement when removing the towing pin. Disengage the tow bar lock and carefully remove the tow bar from the landing gear attach fitting. Chapter 7 Cont.

b. c.

d.

e. f. g. h.

i. j. k. l. m. n. GO TOP

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Procedure (Cont)
o. Caution: DO NOT use the tow bar wheels to disengage the tow bar by force as damage to the landing gear attach fitting can occur. p. Ensure the GSE and tow bar are removed to a position that does not affect the departure of the aircraft. q. Reactivate the steering system and remove the chock. When used. r. When the chock has become trapped by the aircraft wheels. s. Caution: DO NOT attempt to remove a chock that has become trapped by the aircraft wheels without first reconnecting the tractor and tow bar. t. (1) Inform the flight crew of the problem. u. (2) Reconnect the tractor and tow bar to the aircraft. v. (3) Obtain clearance from the flight crew and move the aircraft to allow removal of the chock. w. Inform the flight crew the tow bar is disconnected and steering system has been reactivated. Disconnect the headset and ensure the interphone panel is closed. x. After completion of perform aircraft pushback movement and prior to disconnecting the tow bar, ask the aircraft commander to set the aircraft break, as aircraft commander set the break, disconnect the tow bar, and send visual that tow bar is disconnect and the environment is clear for taxiway, and finally hold till to received visual signals for final clearance from to taxi : (AGM 2.1.26) y. Take up a position in view of the flight crew and signal the flight crew when clear to taxi. (AGM 2.1.28) Hold up steering lockout device such if used, and/or by-pass pin if applicable for the flight crew to view. z. Do not leave the aircraft until receiving a clear signal from the flight crew they are ready to taxi.

Date: March 2010 Chapter 07 Page 12 of 33

7.4
7.4.1 7.4.2 7.4.3

Gear Pin Installation instructions: The importance of ensuring a streamer is fitted to a gear pin prior to installation cannot be understated. The failure to fit a streamer or record a missing streamer in the aircraft logbook can, and has, resulted in gear pins being left installed prior to dispatch. A return from flight results in a financial loss to the airline through fuel dumping and is an inconvenience to our customers who are likely to miss connecting flights and appointments. This reflects badly on the airline.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Gear Pin Installation instructions (Cont) Date: March 2010 Chapter 07 Page 13 of 33

7.4.4

Whenever you install a gear pin ensure that a serviceable streamer is attached. If it is not possible to fit a streamer make an entry in the aircraft logbook. This action will prevent you or a colleague dispatching an aircraft with gear pins installed. Tow bar disconnected instructions: (AGM 2.1.27) On reaching the taxi position, push the aircraft back for approximately 3 m (10 ft) to straighten the tow bar. Request the flight crew to set the parking brake on completion of the push back.bar from the aircraft nose gear. Release tension prior to disconnecting the tow bar. Lower the tow bar wheels, if applicable, but do not use the wheels to force the tow bar upwards. Remove the tow pin at the tractor. Remove the tow bar from the aircraft. Remove the tractor and tow bar to a position that does not prevent aircraft taxi. Remove the steering lock out pin and headset and move to a position to signal OK to Taxi. Chapter 7 Cont.

7.5
7.5.1

7.5.2 7.5.3

7.5.4 7.5.5 7.5.6 7.5.7

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) 7.6
7.6.1

Date: March 2010 Chapter 07 Page 14 of 33

Standard Signals: THIS MARSHALLER/THIS BAY: Arms above the head in the vertical position, with palms facing inward.

7.6.2

MOVE AHEAD: Arms repeatedly moved upwards and backwards, beckoning onward.

7.6.3

TURN TO YOUR LEFT: Right arm downward, left arm repeatedly moved upward and backward. The speed of the arm movement indicates rate of turn.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.4

Date: March 2010 Chapter 07 Page 15 of 33

TURN TO YOUR RIGHT: Left arm downward, right arm repeatedly moved upward and backward. Speed of the arm movement indicates rate of turn.

7.6.5

SLOW DOWN: Arms down with palms towards ground, then moved up and down several times

7.6.6

STOP/EMERGENCY STOP: STOP - Arms crossed above the head. EMERGENCY STOP Arms repeatedly crossed above the head. The rapidity of the arm movement should be related to the urgency of the stop, i.e., faster the movement, the quicker the stop.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement ( AGM ) Standard Signals (Cont)
7.6.7

Date: March 2010 Chapter 07 Page 16 of 33

CHOCKS INSERTED: Clenched fists with thumbs extended, palms facing inward, move arms from extended position inward.

7.6.8

CHOCKS REMOVED: Clenched fists with thumb extended, palms facing outward, move arms outward.

7.6.9

CUT ENGINES: Either arm and hand level with shoulder, hand across throat, and palm downward. Hand moved sideways with arm remaining bent. Note: Use other hand to indicate the engine when required

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.10

Date: March 2010 Chapter 07 Page 17 of 33

ALL CLEAR / OK Right or left arm raised at elbow with thumb erect and other arm down by your side.

7.6.11

NOT CLEAR / NOT OK / HOLD POSITION / STAND-BY. Right or left arm raised horizontally with thumb pointing downwards

7.6.12

START ENGINE(S): Either hand overhead with the appropriate number of fingers extended to indicate the number of the engine to be started, or a circular motion with the other hand with the index finger extended at head level. When using wands, point towards the engine to be started.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.13

Date: March 2010 Chapter 07 Page 18 of 33

FIRE: Make a rapid figure-of-eight motion with either hand, pointing at the source of the fire with the other hand. For engine fires, raise one hand overhead with the appropriate number of fingers extended to indicate the engine number. When using wands point to the source of the fire. (STM 4.2.1)

7.6.14

OPEN/CLOSE STAIRS FORWARD/AFT Place right arm at your side and raise left arm above head at a 45o angle, move right arm in a sweeping motion to top left shoulder.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.15

Date: March 2010 Chapter 07 Page 19 of 33

GO TO NEXT MARSHALLER both arms pointing upwards (see this marsheller / this bay); move both arms forward and down to side of body and point in the direction of the next marshaller.

7.6.16

CHOCKS INSERTED: Both hands in front of face with clenched fists and thumbs pointing towards each other. Move hands

7.6.17

CHOCKS REMOVED: Both hands in front of face with clenched fists and thumbs pointing outward from each other. Move hands outwards across face.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.18

Date: March 2010 Chapter 07 Page 20 of 33

START ENGINE: Either hand raised with the appropriate number of fingers extended to indicate the engine number and a circular motion of the other hand with the index finger extended.

7.6.19

BRAKES ON: Both arms raised, hands with fingers extended vertically in front of face, then clench fists.

7.6.20

BRAKES OFF: Both arms raised, hands with fists clenched in front of face, and then extend fingers vertically.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.21

Date: March 2010 Chapter 07 Page 21 of 33

MAKE OR RESUME INTERPHONE CONNECTION: One hand cupped horizontally in front of the mouth, and the other hand cupped vertically over the ear.

7.6.22

GROUND POWER IN: One hand, fingers extended, moved vertically upward into the other cupped horizontal hand.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.23

Date: March 2010 Chapter 07 Page 22 of 33

GROUND POWER OUT: One hand, fingers extended, moved vertically downward from the other cupped horizontal hand.

7.6.24

SERVICE PNEUMATICS IN: One hand, clenched in to a fist, moved vertically upward into the other cupped horizontal hand.

7.6.25

SERVICE PNEUMATICS OUT: One hand, clenched in to a fist, moved vertically downward from the other cupped horizontal hand.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.26

Date: March 2010 Chapter 07 Page 23 of 33

HOLD SHORT Hand with fingers extended, pointing downward, and moved side to side. a. Signal alone indicates hold short of next intersection / taxiway. b. Signal followed by fingers raised indicates a number, e.g. two fingers followed by three fingers indicates 23, hold short of gate 23.

7.6.27

FACE: Finger placed on nose followed by a pointing finger to indicate the direction the aircraft must face.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.28

Date: March 2010 Chapter 07 Page 24 of 33

PUSH LONG / PUSH CLEAR / CLEAR TO TOW Pointing finger waved up and down in the direction of the push back to indicate: a. Push clears of the next intersection / taxiway when used during push back/tow. b. Push clear of a gate followed by fingers raised indicates a number, e.g. two fingers followed by three fingers indicates 23, push clear of gate 23. c. Clear to tow.

7.6.29

FUEL AND IGNITION APPLIED Used by maintenance during ground runs to indicate that fuel and ignition have applied. Thumb and forefinger shaped to form a letter O and moved in an upward arc for approximately 90o.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Standard Signals (Cont)
7.6.30

Date: March 2010 Chapter 07 Page 25 of 33

SLOW DOWN: Hand to the side with palm facing down making a patting motion.

7.6.31

CLEAR TO MOVE AIRCRAFT Used by the wing walker/guide man to indicate clear to move aircraft. Raise one arm above head and with other arm down by side at a 45o angle to make a sweeping motion.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) 7.7
7.7.1

Date: March 2010 Chapter 07 Page 26 of 33

Marshalling Procedure (AGM 1.4.1) (AGM 2.1.23) Marshalling The process of directing an aircraft to a predetermined position by using hand signals and/or automatic docking system. Hand signals are also used to coordinate other ground operations and in situations where the use of a headset is not possible. Marshalling crew Personnel comprising of a marshaller who: a. Directs an aircraft by use of: b. Hand signals during the dispatch process. c. Hand signals and/or an automatic docking system during the arrival process. Use marshalling signals: a. b. c. d. To direct an aircraft during the dispatch and arrival To direct personnel during dispatch, towing operations, arrival. Towing operations will not be conducted by marshalling signals alone. To direct the movement of support GSE.

7.7.2

7.7.3

Supervision: a. b. c. d. e. f. g. Assign personnel who are fully understand marshalling signals and procedures to marshal aircraft. Ensure that the Airport Authority personnel are available where it is their function to marshal aircraft. All area of aircraft operation is clear of ground support equipment and other obstacles. Only assigned persons performing operating function are involved in the operation area. Stand in the visible place assigned and ensure move away from hazard zone. Ensure standard hand signals used for manual communication. All aircraft ground movement equipments and aircraft chocks must be removed to assigned area immediately after serving the aircraft, and not to be located where they would obstruct the evacuation of persons from an aircraft in emergency. (AGM 1.6.6) (HDL 1.3.12) (HDL 1.3.18)

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Marshalling Procedure (Cont) Note: FOR Marshalling: When using an automated docking system follows the manufacturers operating instructions. Use standard marshalling signals during aircraft arrival, dispatch, towing and aircraft / GSE maneuvering operations. (AGM 1.4.2)
7.7.4

Date: March 2010 Chapter 07 Page 27 of 33

Marshaller: a. Determine the need for additional guide men, and assign each guide man to watch the distance between the aircraft and possible obstructions. a.1 During the day give signals by gloved hands or high visibility bats, and at night by high visibility illuminated wands. (AGM 1.1.6) a.2 Maintain a position that allows visual contact with the aircraft commander, guide men or other members of the maneuvering operation. b. Stop the operation anytime: (1) Sight of the aircraft commander, guide men or other members of the maneuvering operation is lost. (2) A dangerous situation arises. (3) When directed to by the guide men. c. d. Continue the operation when it is safe. On completion of the marshalling operations, indicate to other personnel that the operation has ended.

7.7.5

Guide men: a. b. c. Maintain visual contact with the parts of the aircraft that you are assigned to watch. Maintain visual or direct audio contact with the marshaller. Give ample warning to the marshaller to prevent a collision between the aircraft and an obstruction.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) 7.8
7.8.1

Date: March 2010 Chapter 07 Page 28 of 33

Aircraft Towing procedure (AGM 2.1.33) The interphone Man SVA Engineering: a.
Coordinate with head of aircraft movement or his delegated to determine the number of personnel required to complete the operation safely. Call maintenance for close cargo doors and engine cowls before towing an aircraft. Where electrical and hydraulic operated doors cannot be closed. Maintain proper communication with the aircraft flight deck. Complete a WAC of the exterior; in particular examine the tires and landing gear for condition. Report any defects to maintenance immediately. Ensure the ramp around the aircraft is free of FOD and ground equipment. Install landing gear safety down lock pins, For pins with missing or damaged streamers/flags; Fit a high visibility streamer/flag to the gear pin and make a logbook entry, or Make a logbook entry requiring the streamer/flag be replaced. Ensure availability of aircraft hydraulic brake system pressure is available. De-activate the aircraft nose gear steering system applicable in order to control towing. WARNING: Failure to de-activate the nose gear steering system can result in injury to personnel or breakage of the tow bar.

b.

c. d.

e. f. g. h. i. j. k.

l. Ensure a serviceable tow bar is correctly connected to the nose gear. m. WARNING: When any persons are on board the aircraft extreme care should be taken when connecting the tow bar and tractor to the aircraft. Movement of the aircraft could cause injury to persons on board. n. When towing in congested areas determine the need for additional marshallers and/or guide-men. When used: o. Marshallers assist the interphone man guiding the aircraft to, or from the parking position using standard hand signals. GO TOP Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Aircraft towing procedure (Cont)
7.8.2

Date: March 2010 Chapter 07 Page 29 of 33

Guide men: a. Show clearances between possible obstructions and the aircraft. Signal the interphone man to stop prior to the aircraft contacting any b. When using a follow-me truck co-ordinate with the driver of the vehicle to enable the towing operation to be completed safely. c. Establish a signaling system to allow communication between the follow-me truck and interphone man. d. Determine the towing route and inform others members of the tow crew. e. Stop the towing operation any time the follow-me vehicle moves off the normal taxi or lead-in lines, without prior arrangement, and continue when it has been established that it is safe to do so. f. May ride with the tractor when a seat or suitable hand holds/rails are provided. g. Be fully aware of the hazard areas. Special attention must be taken to prevent the headset cord becoming entangled with the aircraft wheels. h. Remain in visual and/or audio contact with the tractor driver throughout the tow. i. Brief the tow crew prior to commencing the towing operation. j. Ensure that aircraft chocks are available with the tractor. k. Contact the aircraft commander: l. When pressurization of hydraulics is required to close hydraulically operated doors. m. Anytime during the towing operation there is a requirement to disconnect the headset.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) 7.9
7.9.1

Date: March 2010 Chapter 07 Page 30 of 33

Towing Operation: Inter-phone Man SVA Engineering: a.


Prior to informing the aircraft commander when ready to tow re-check that all passenger and cargo doors are closed. b. Close cargo doors that remain open. Request the aircraft commander to close passenger doors that remain open. c. Do not permit the towing operation to commence when any passenger or cargo door remains open. Note: Passenger and cargo doors may only remain open when they cannot be closed for maintenance reasons such as inoperative due work in progress. In such cases call Maintenance for action. d. Prior to aircraft towing ensure adequate illumination device used when visibility is low or during night time hours. Such as a flashlight, navigation, etc. (AGM 2.1.37) e. Inform the aircraft commander when ready to tow. f. Calls for brake release when the aircraft is ready for towing. g. Informs the tractor driver: h. Of aircraft brake release and chock removal. i. Towing instruction and the direction to face the aircraft on completion of the pushback. j. When the tractor requires repositioning after push back or the aircraft is about to overtake the tractor, requesting the aircraft commander to set brakes (AGM 2.1.34) for complete stop. k. Inform the aircraft commander when ready to re-commence towing operations l. After completion of perform aircraft towing movement and prior to disconnecting the tow bar, ask the aircraft commander to set the aircraft break, as the aircraft commander set the break, disconnect the tow bar, and send visual that tow bar is disconnect and the environment is clear for taxiway, and finally hold till to received visual signals for final clearance from to taxi : (AGM 2.1.26) m. On reaching the required location all members of the tow ensure that is safe to enter the aircraft parking spot. n. Marshall the tractor driver to stop when the aircraft reaches the required parking spot. o. Request the aircraft commander to set parking brake, if required.

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Towing Operation (Cont)
7.9.2

Date: March 2010 Chapter 07 Page 31 of 33

Tractor driver. a. b.

Begin the push back and tow as directed by the interphone man. Keep towing speeds to a minimum, no greater than 5 mph (8 kph), to complete the tow safely. c. Push back the aircraft in a smooth and controlled manner at a low speed than normal if poor weather conditions such as rain, snow, wend, etc... (AGM 2.1.24) (AGM 2.1.35) d. Monitor the position of the interphone man throughout the push back and bring attention to him for inform pilot-in-command to stop the aircraft immediately when visual contact is lost, and/or in the event any connection between tractor and aircraft is lost, and/or any circumstance that affect safely pushback operation (AGM 2.1.25) e. Monitor the push back path and request to stop the aircraft any time when a dangerous condition occurs. Inform the flight crew anytime the aircraft is stopped, Only restart the; (AGM 2.1.25) f. Push back when clear it is to continue and clearance has been given. g. Monitor the position of the interphone man throughout the tow. Stop the towing operation any time when visual contact is lost. h. Comply with instructions given by the interphone man. i. Ensure steering angles are not exceeded. j. Conduct braking in a smooth controlled manner specially when towing on "down slope" to avoid the aircraft overtaking the tractor. (AGM 2.1.36) k. When possible, ensure that the nose wheels are centered on completion of a push back or towing operation. l. On conformation from the aircraft commander of brakes set, place chocks to prevent possible movement of the aircraft. m. Slow the aircraft tow to walking pace prior to entering the aircraft maneuvering area of the aircraft parking spot. n. When towing on to the parking location, ensure that the path of the aircraft and tractor is not obstructed. o. Caution: When towing an aircraft in a congested area; GO TOP Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) Towing Operation Tractor driver (Cont) p. q. r. Ensure that the air-bridge is correctly located at the park position. When a hazard is observed stop the towing operation. Remove the hazard or request the assistance of guide-men and/or marshallers to provide clearances when the hazard is fixed. s. Commence the towing operation once all hazards have been removed or guide men assist with marshalling the aircraft. t. Place the chocks behind the aircraft main wheel to prevent movement of the aircraft.(AGM 2.1.38) u. When required, disconnect the tractor from the tow bar, and then disconnect the tow bar from the aircraft. v. CAUTION: DO NOT disconnect the tractor and tow bar when chocks are not installed or leave the tow bar connected to the aircraft without deactivating the steering system. w. When required, reactivate the steering system when the tow bar is clear of the nose wheels. x. CAUTION: DO NOT leave the tow bar connected to the aircraft without deactivating the steering system. Date: March 2010 Chapter 07 Page 32 of 33

7.9.3

Towing at excessive speeds will result in greater damage to an aircraft when something does go wrong as it will take longer to stop the aircraft. towing speed be kept to a minimum 5 MPH, and ask flight deck geniality brake application during the movement of the aircraft operating stopping or slowing down; (AGM 2.1.15) For congested areas - An area in which one or more aircraft are parked for maintenance or another reason, with the presence of GSE or other obstructions in such a manner that the departure of an aircraft from the area cannot be achieved without the use of guide-men and/or marshallers to ensure adequate clearance between the departing aircraft and other aircraft, GSE or obstructions in the area. Chapter 7 Cont.

7.9.4

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 7. Aircraft Ground Movement (AGM) 7.10 Records: Records should be maintained for 6 months as per table below:
Station Applicable Main Local

Date: March 2010 Chapter 07 Page 33 of 33

Forms

Control No.

Daily Activity Reports Daily Activity Reports Summary Ramp Motorized & Non-Motorized Equipment Status Flight Handling Record Technical Operator Worksheet Technical Services Monthly Summary

A-001 A-002 A-003 A-004 A-005 A-006

RUH RUH RUH RUH RUH RUH

NO NO NO NO NO NO

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Chapter 7 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Date: March 2010 Chapter 08 Page 1 of 20

Chapter Eight Contents


Purpose Scope Process Safety Instruction Handling Aircraft Process Hydraulic Oil and Fuel Safety Cones standard and process Accident / Incident Investigation and notification Records

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.1 Purpose: Define and communicate the system, procedures, in order to have good control on Company & Customer Property. 8.2 8.2.1 8.2.2 Scope: Cover GSE& ULD Groups activities where Ground Services are performed. Maintenance of ground equipments as per defined her below conducted by SV Maintenance, which classify as an equipment (motorized or nonmotorized) used for loading & unloading of passengers baggage, cargo, mail, cleaning, etc. during aircraft ground handling, classification as follows : (STM 7.1.1) a. Motorized Equipment: Hi-Loader Transporter Passenger Step Conveyor Belt Baggage Tractor Lift-O-Mobil Lavatory Truck Water Truck Pushback Truck b. Non-Motorized Equipment: Baggage Cart Container Dolly Container Rack Tow Bar Date: March 2010 Chapter 08 Page 2 of 20

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.3 Procedure: (HDL 2.5.6) Date: March 2010 Chapter 08 Page 3 of 20

8.3.1 Station Head through his team Ensure availability of adequate ground equipments needs in each station for smooth and efficient operation including safety cones and other material needs, and ensure; 8.3.2 All ground equipments are listed in order to control of availability & maintain inventory at all times, and; 8.3.3 All ground equipments are serviceable & optimum utilized to have a long life. refer to SVA GEPM chapter (03). 8.3.4 If any pieces of ground equipment missing immediately communicate the customer airlines. refer to SVA GEPM chapter (01). 8.3.5 Ensure damage or Unserviceable ULDs are tagged, isolated in the proper location to prevent unutilized, and forwarded along to ULDs workshop for action, for other airlines will handle according to customer airlines policy & procedures and/or agreement. (BAG 1.4.2) (HDL 2.5.7) (HDL 2.5.8) 8.3.6 Conduct vehicle and equipments condition checklist regularly and prior to utilize, report any defect to operational supervisor and/or concerned. 8.3.7 Basement / Ramp Supervisor ensure customer airlines ULD's stored in the assigned area, in good conditions for serviceability, clean, and sufficient to handle baggage, segregated for easy accessible or avoid mishandling

and supervising and/or monitoring prior to be loading or empty before


release to loading into aircraft. (BAG 1.4.1) (BAG 1.4.3)

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Date: March 2010 Chapter 08 Page 4 of 20

8.4 Safety Instruction 8.4.1 All qualify operational personnel with duty must be strictly comply & follow up
basic safety principles of use ground equipments, movement on the ramp, typical ground equipment position and sequence of approach of vehicle/ equipment for aircraft handling consideration as follows: (HDL 1.3.4) a. b. Condition of Vehicle and Equipment by checking breaks tires etc. and reports any defects to supervisor immediately. When parking your vehicle, and the motorized equipments make sure that the wheels are straight, the transmission in neutral/park gear engaged, hand break fully applied and the engine switched off. Only when engine power is required for other functions, should vehicle engine be kept running. (HDL 1.3.10) Careless driving or speeding on the ramp is not permitted. Any vehicle or equipment in the immediate vicinity of an aircraft must not exceed a speed which is faster than a man can walk (Approx.8 KMPH/5 MPH). Approach aircraft at right angle (Perpendicularly) to the fuselage when positioning the equipment. Drive at all times with caution, relating your speed to the prevailing conditions. Also consider the weather conditions such as rain, fog, etc. A steady and not a hasty attitude are vital to safe vehicle operation on the ramp. All GSE interfaces the aircraft cabin access door with platform has sufficient width that allowed the door to open and close when the equipments is in position at the aircraft and ensure the platform not touching the aircraft; leave a very small gap to prevent the aircraft fuselage skin. And;(HDL 1.3.15) (HDL 1.4.6) Deploy the safety handrails of the platform and then start to assist the passenger with special need to pass into the aircraft. All operational personnel into the ramp must be strictly wearing safety items whether on the job or off the job. All GSE operator / driver must conduct full check on the vehicle and equipments brakes prior to utilize it, and when toward the aircraft make sure a full stop as a brake check before entering to restrain area, and before reaching the aircraft side. (HDL 1.3.5) Always keep vehicle and equipments in hygienic and clean condition all the time. (HDL 1.4.1)

c. d.

e. f.

g. h.

i.

j. k.

l.

NOTE: The "Circle of Safety" is considered to be an area within 25 feet of any part of the aircraft.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Date: March 2010 Chapter 08 Page 5 of 20

m. Aircraft Fueling Interface: 1. Aircraft protection: - The connection of disconnection of any aircraft electrical equipment, including GPUs, batteries and battery chargers, is not permitted. - The APU may be started during refueling if the start is an initial start or a restart after normal shutdown. - Do not attempt to start the APU during fueling if the APU had an automatic shutdown or a failed start attempt. - Make sure the fueling operation is complete and the hose disconnected before another APU start is attempted. - The APU may be shutdown (manual or automatic) during the refueling operation. - In the event of a fire occurring either on or in the vicinity of the aircraft STOP the refueling operation. 2. Fuel safety zone: - Due to the fire hazard associated with fuel vapors all processes such as; matches; open flames; welding, use of photographic flashbulbs etc. are kept out of the fuelling safety zone. - Portable electronic devise, such as Mobil (Cell) Telephones, Portable Radios and Pager, may be used within the fueling safety zone providing a separation distance of not less than 3m (10ft) is maintained from aircraft fuel vents and/or fueling equipment. - The refueling safety zone shall be regarded as an area extending 3m (10ft) radially from fueling receptacles, tanks vent and fueling equipment. - Equipment performing aircraft servicing functions shall not be positioned within a 3m (10ft) radius of aircraft fuel system vent openings. 3. Fuel hose safety: - Refueling vehicles and equipment should have hoses lowered whilst the hoses/couplings are connected to the aircraft fueling manifold. - Extreme care must be taken to position refueling vehicles and equipment correctly, ensuring that stain is not applied to the fueling hoses, coupling and manifolds on the aircraft when the platform is lowered. - Care must be taken to insure that fueling hoses do not become entangled on equipment during movement of the fueling vehicle platform.

8.5 Handling Aircraft Procedure: 8.5.1 Operator/Driver shall obtain assignment aircraft type and parking prior to departure or
arrival in order for preparing the infrastructure needs and ground support equipments to be utilized for handling the aircraft process as follows:

a. Check with your dispatch personnel or supervisor and request the aircraft arrival or departure time.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Handling Aircraft Procedure (Cont)
b. Prepare all ground support equipments need to handle assigned aircraft. c. Inform your supervisor if the GSE that is required to support the arrival is not available. d. Arrive at the parking location 10 to 15 minutes before aircraft arrival. e. Ensure all loading equipments such as dolly or other nonmotorized GSE such as baggage cart are is being towed to a position at or near the aircraft is: (HDL 1.3.6) (HDL 2.4.1) 4. Positioned in the correct sequence and 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. 5. Driven along a path that does not require sharp turns of the container appeared. 6. Approaches the aircraft on a path parallel (Perpendicularly) to the side of the aircraft fuselage. And; 7. Parked in the parallel position. f.
Parking of vehicles at the aircraft side must be in such a position that it does not impede other services i.e. refueling, engineering, catering, and loading/unloading and evacuation of persons form the aircraft in the emergency case, and unnecessarily impede the accomplishment of other aircraft handling operations in progress. (HDL 1.3.17) (HDL 1.3.18)

Date: March 2010 Chapter 08 Page 6 of 20

g. Passenger loading stairs/jet way/mobile lounges (top platform) shall be raised to a level approximately 15 cm below normal door sill level. Precautions must be taken to keep raised passenger stairs/keyway/mobile lounges safely away from the aircraft maneuvering area, until the aircraft has come to a final stop. Steps/jet way/mobile lounges are then properly positioned and the brakes are engaged. Hydraulic jacks must be lowered when applicable. h. Comply with defined exceeding local ramp speed limits, and never drive a high lift vehicle or equipment with the body or platform elevated. i. j.
Comply with sequence of approach of vehicle or equipment for aircraft, and typical position around the aircraft, refer to SV GEPM chapter (2). Conduct disinfection chemical for all vehicles & equipments in order to ensure that these will not be a breeding ground for insects and pests.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Handling Aircraft Procedure (Cont)
k. During fueling and load changes, the aircraft has been known to settle up to 1 foot. Steps/jet way/mobile lounges must be positioned so as not to cause damage to the doors should the aircraft settle. Jet way auto level devices should be used when available. (HDL 1.3.14) l.
Extreme cautions shall be exercised to ensure that : (HDL 1.3.21) 1. Contact with the aircraft is made by the rubber bumper pad, when approaching aircraft with either manual or powered steps/jet way/mobile lounges. Bumper pads of steps/jet way/mobile lounges must be in direct (very small gap) contact with the aircraft fuselage skin, damage may result if pad is too tight against aircraft. 2. Positioning equipment to ensure bumpers are not compressed will allow for settling or movement during servicing

Date: March 2010 Chapter 08 Page 7 of 20

m. Unless specifically authorized driving under the aircraft wings should be prohibited and under no circumstances park under the aircraft wing or flap area.
1. For Aircraft closing cabin door operation on departure and on ground after receiving an OK sign (thumb up signal) from flight attendant, authorized personnel shall prepare the stairs, jet way or mobile lounge for removal. (HDL 1.2.7) 2. They must simultaneously monitor the door until it is closed and locked, then the stair, jet way or mobile lounge can be removed. 3. Ensure that ground support equipment is safely backed and removed at appropriated area to provide clearance for aircraft movement. 4. Dont remove stair, jet way or mobile lounge while the aircraft on the ground if the door still opened unless inform the cabin crew and/or setting and grantee the aircraft safety cord or other safety devices on the aircraft door.

n. Specifically authorized personnel ensure GSE such as high loader, conveyor belt, stair and/or jet way (and other applicable GSE) is: (HDL 1.3.16) (HDL 1.3.20) (HDL 2.4.3) 1. Operated by qualify (certify) personnel. 2. Accurately aligned on the aircraft; 3. Apply safety devices;

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Handling Aircraft Procedure (Cont)
4. Leveling to interface with the aircraft access door; 5. Apply the platform of sufficient width to the aircraft, and
ensure the platform not touching the aircraft; lightly touching or a very small gap to prevent the aircraft fuselage skin. Deploy the stabilizers before staring activities. (HDL 1.3.13) Deploy the safety handrail of the platform when raised the position and then start the activities. When the service is finished (door closed) smoothly back the handrail and the high loader, conveyor belt, and stair or jet way platform to the normal positioned, and safely backing with marshaling path for movement to assigned area. When a loading bridge is in use, no additional sets of aircraft PAX steps connected; however either the left or right rear door will be prepared for use as an emergency escape route using the automatic inflatable slide.(HDL 1.3.18)

Date: March 2010 Chapter 08 Page 8 of 20

6. 7. 8.

9.

10. When a loading bridge is not available for use, PAX steps to be positioned at two
of the main passenger doors (i.e. preferably one forward and one aft) which are to be open when passengers are onboard, or embarking or disembarking from, an aircraft being fuelled, and shall ensure the area below emergency evacuation exits and emergency evacuation slide deployment areas are kept clear of GSE and/or other obstructions that impede passenger evacuation. (HDL 1.3.18)

o. All aircraft ground equipment GSE & shocks must be (HDL 1.3.10) (HDL 1.3.12) (HDL
1.3.17): 1. When approached and positioned at the aircraft complied with the sequence of equipment approach to the aircraft to prevent or obstruct the movement of a fueling vehicle away from the aircraft. 2. Ascertain that no equipment obstruct the evacuation of persons from the aircraft in an emergency, and free passage for evacuation of persons. (HDL 1.3.18) 3. Removed to assigned area immediately after serving the aircraft, and not to be located where they would obstruct the evacuation of persons from an aircraft in emergency. 4. Not to be located where they would obstruct the evacuation of persons from an aircraft in emergency. 5. All vehicles or motorized GSE are switched off, with the transmission in neutral or park and the hand brake applied.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.6 Hydraulic Oil and Fuel: (HDL 1.5.1) a. During mechanical checks or minor repairs to the aircraft complicated systems, many lines and tubes must be disconnected and it is not always possible to prevent oil and fuel from spraying about affecting persons very close to the working area. b. Employees and loaders are to keep a safe distance from mechanics at work to avoid spray effect on the eye. If affected, the eye should be immediately washed at the nearest medical center or first air post 8.6.1 The following precautionary measures shall be adopted when fueling is carried out with passengers or cabin crew on board the aircraft, or in case embarkation/disembarkation of passengers is required while fuelling is in process. (STM 4.2.1) a. Passenger on Board:

Date: March 2010 Chapter 08 Page 9 of 20

During fuelling operations with a jet way in use, the cabin door leading to the jet way will be open. One flight attendant will be stationed at the cabin door leading to the jet way. In addition to the jet way, one of the two following means of evacuating the aircraft must also be provided: A passenger stairway will be positioned at a cabin door. A flight attendant will be stationed at that door, and the door will be open; or the aft left door (in the case of B737 aircraft, the Captain will select another cabin door) will be armed, and a flight attendant will be stationed at that door.

During refueling operations without a jet way, two main cabin doors will be open. It is preferable that these two doors be opposite sides of the aircraft. A passenger stairway or integral air stair will be positioned outside both of these two open doors (a mobile lounge may be used at one door in lieu of an integral air stair). The remaining cabin doors will be closed and unarmed. No smoking signs will be ON at all times.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Hydraulic Oil and Fuel (Cont) b. Embarking & Disembarking:

Date: March 2010 Chapter 08 Page 10 of 20

NO SMOKING signs shall be prominently displayed in the fueling area and in the areas of the exits. Passengers must be suitably routed so as to remain clear of the fueling or other servicing operations. The route should be roped off or otherwise clearly marked and a responsible person stationed to supervise them, or they should be escorted in manageable groups to and from the aircraft. Traffic Staff (TC) will not commence boarding until coordination with the following:
-

Permission from the flight deck crew is obtained, if present on the aircraft; or Maintenance staff must be informed in the absence of Flight deck crew to stop fuelling (Note: As per Maintenance procedures, fueling will be stopped by maintenance staff until flight deck crew arrived.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.7 Safety Cones standard and process :) HDL 1.3.1) Applicable as per service agreement level. 8.7.1 Approved Designed & Specs of Safety Cones: a. b. c. Cone shape should be conical. It should be in minimum height of 750 mm (28.5) It should have a minimum base weight of 4.53 kg (10lbs) withstand the most jet blas conditions that commonly found on the ramp. d. Should be orange in color with 360 Date: March 2010 Chapter 08 Page 11 of 20

reflective striping for daytime and

nighttime visibility.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Safety Cones standard and process 8.7.2 Arrival Procedure: a. Upon aircraft arrival and after the aircraft comes to complete stop with beacon lights switched off; the aircraft marsheller gives clearance to the arrival crew to approach the aircraft when it is safe, appropriate trained person should position the safety cones as the following:

Date: March 2010 Chapter 08 Page 12 of 20

Approved safety cones should be placed on the outermost aircraft end at each aircraft wingtip; placement should not exceed 1500mm (5 feet) outboard of each wingtip.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Date: March 2010 Chapter 08 Page 13 of 20

Safety Cones standard and process - Arrival Procedure (Cont)

Approved safety cones should be placed in front of all wing and fuselage mounted engines, placement should not exceed 155mm (5 feet)

Approved safety cones should be placed at tail section of the aircraft; placement should not exceed 3000mm (10 feet) from the tail section.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Safety Cones standard and process 8.7.3 Departure Procedure: Just to the aircraft push back, and after ensuring all ground equipment is removed and secured outside the aircraft maneuvering are; all safety cones should be removed to the assigned storage area. Date: March 2010 Chapter 08 Page 14 of 20

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.8 Date: March 2010 Chapter 08 Page 15 of 20

Accident / Incident Investigation and notification: (STM 3.1.1) (STM 3.1.3) (STM 3.1.4)

8.8.1 Process: a. Operational Management through their self's and/or assigned qualify personnel promptly to be conduct investigation for determining causes according to customer airlines requirement as applicable and handling insurance and legal aspects and; b. Take prompt temporary or initial actions to reduce risks whenever possible. c. Start permanent corrective actions as soon as the proper authority approves them. d. Collect accident data including description where the accident occurred with (photos if applicable), analyzed and evaluate the cause and reporting what needed to correct/prevent or reduce the chance of another accident or injury of this cause to be submitted to all concerned for further actions. e. Submit a report of the event investigation within 24 hours of occurrence via GS website share point system (event report) accompany with whole investigation issues(i.e. investigation event report, customer notification report, scenario, etc.), this records will be live records and subject for back up generation system as per schedule by GS I.T. Department, and; (GRH 3.6.4) f. In minor incidents this may be a verbal report to the Manager. In serious accidents this may be an initial report, to be followed by progress and complete reports. g. Follow up on all remedial actions. Make sure they work. Also, make sure they have no unexpected bad effects. h. All completed accident/incident reports subject to review by Management review meeting to ensure corrective action has been taken. GO TOP Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Process (Cont) i. Practice investigation and notification:

Date: March 2010 Chapter 08 Page 16 of 20

Promote immediate reporting of all incidents by employees. Respond promptly to all incidents. Give first aid to any who are injured. Complete accident/incident event Report via GS website-share point system.

Send injured to the Medical Center. Call emergency (medical, fire, security) teams as appropriate. Take actions to prevent secondary accidents. Investigate to judge the loss potential of the incident. Report the incident verbally if there is a potential for a serious loss to customer airlines if related and to concerned manger by phone and/or e-mail if applicable.

Take immediate action to reduce the risk of the incident recurring. Investigate in depth as appropriate for the loss potential. Submit investigation Event Report via GS website-share point system of the investigation to the TQM department within 12 hours.

Submit notification report to customer airline within 12 hours if occurrences related.

Start remedial actions. Follow up on remedial actions until they are finished and you are sure they work.

Participate in customer airline and/or airport authority team investigations of serious losses if applicable.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.8.2 Investigation Guidelines a. Incident investigation is basic problem-solving. Its real purpose is to establish all the related facts and opinions. These lead to conclusions as to how and why an incident occurred. Then, conclusions are drawn on how to prevent recurrence. b. Every incident is an opportunity to learn about a problem. The problem is there. The incident has proven so. A lesson has been bought. But nothing is learned if the incident is not reported, and if it is not investigated well. Lessons can be learned from near-misses, from minor incidents, and from catastrophes. You don't have to wait for the major loss to get the message. c. Set up your investigation program to react to all incidents. Investigate everyone. Look at the potential severity of loss and the possible frequency of recurrence. If there was or could usually be serious injury or damage, make a thorough investigation. If the incident could occur often, probe deep for basic causes. Then follow up to make sure the real problem is corrected. d. Accidents are no different than other loss events from a manager's point of view. Breakdowns, waste, substandard products, injuries and damages are all losses. They are problems of the manager. They must be solved by the manager if the solution is to be the most workable one. Investigation is one of the tools of the manager. TQM Department can help you with your investigation. They can suggest methods, techniques and sources of help. They can't solve your management problems for you. Date: March 2010 Chapter 08 Page 17 of 20

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Investigation Guidelines (Cont) e. Accident Incident Response: First actions often make or break an investigation. That is one reason why it is vital to have the line appropriate personnel trained and involved. Four critical actions following an incident are: Give prompt first aid and rescue those in danger. Prevent secondary accidents such as fire, explosion, suffocation, or property damage. Identify the people, equipment, materials, and environmental factors involved. They may leave or be taken from the scene. Secure the accident site. Decide if work should be shut down. Keep things from being moved or removed until they are examined or photographed, when possible. Sources of Information: There are four sources of information about an incident. These are: 1. 2. 3. 4. People, Relative positions of things, The parts, and Records. Date: March 2010 Chapter 08 Page 18 of 20

f. Analyzing Causes: Program Methodology on accident causation described immediate causes and basic causes. One must identify the unsafe acts and unsafe conditions in an accident. It is even more critical to then analyze the basic causes. True prevention is possible only when we know the environmental actors and personal factors that in turn cause those unsafe acts and conditions. If the basic causes are not identified, the investigation is not completed.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control Investigation Guidelines (Cont) g. Remedial Actions: Remedial actions either reduce the risk or eliminate the hazard. There are usually several ways to do either. There are also usually trade-offs in costs, benefits and effects. The perfect solution is quite rare. All these things are another reason why the supervisor should be involved. He takes the remedial actions. His performance is affected by the tradeoffs. Good remedial actions come from simple reasoning: a. Set the objective; the basic cause to be corrected. b. Develop alternate ways of reaching the objective. c. Analyze how much effect each alternative will have. d. List the cost of each alternative in time, people, and materials. e. Evaluate the possible range of effectiveness. What is the least effect probable? What is the most effect that could be expected? f. Examine each alternative for undesired side effects. g. Also, examine each alternative for outside benefits. Date: March 2010 Chapter 08 Page 19 of 20

h. Follow-Up: Plans don't prevent accidents. Planned actions do. The difference is follow-up. Often, actions are started but forgotten when materials or people were not available. At times actions are started then found to be impractical. In such cases, new remedial actions need to be determined. Many decisions based on good reasons keep remedial actions from being completed. The danger in all these comes when people assume there is control because a remedial action was planned. Regular follow-up reports tell a manager when control is still less than adequate.

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 8. GSE and ULD Control 8.9 Records: (STM 7.1.2) Records should be maintained for 6 months as per table below:
Forms
OTHER AIRLINES DAILY INVENTORY - ULD CONTROL VEHICLE DAILY STATUS GSE INSPECTION REPORT WEEKLY INSPECTION REPORT EQUIPMENT DAILY UP-DATING DAILY DAMAGE LD3 SENT TO / RECEIVED FROM WORKSHOP DAILY GSE / PAX STEP / M LIFT CLEANING CHEKLIST GSE ON THE SPOT INSPECTION AND CHECKING FORM HILOADER GSE ON THE SPOT INSPECTION AND CHECKING FORM CONVEYOR BELT GSE ON THE SPOT INSPECTION AND CHECKING FORM PASSENGER STEP GSE ON THE SPOT INSPECTION AND CHECKING FORM TRANSPORTER GSE ON THE SPOT INSPECTION AND CHECKING FORM BAGGAGE TRACTOR RAMP MOTORIZED AND NON MOTORIZED EQUIPMENT STATUS MOTORIZED AND NON MOTORIZED EQUIPMENT STATUS REPORT BAGGAGE TRACTOR MONITORING CONTAINERS FWDD TO OTHER STATION WEEKLY ULD INVENTORY RECORD LOCATION AND STATUS OF GSE GSE MONTHLY O.O.S. ACTIVITY REPORT STAFF REQUISITION FORM DUTY OFFICER SHIFT REPORT OPERATIONS HIGHLIGHTS / INCIDENT REPORT DUTY OFFICER DAILY PERFORMANCE REPORT AREA SHIFT REPORT RADIO HANDSET CONTROL FORM FLIGHT ALLOCATION LEAVE DURING WORKING HOURS REQUEST PACKED MEAL (REQUEST FORM) OPERATORS & RAMP PORTERS SHIFT REPORT STATIONARY REQUISITION FROM STAFF MOVEMENT / TRANSFER MOBILE LIFT AND PAX STEP CONTROL SHEET EQUIPMENT ON READY LINE GSE FUEL INSPECTION & CHECKING FORM CARGO SHIPMENT DELIVERY FORM ARRIVAL CARGO SHIPMENT DELIVERY SLIP (FOR DEPARTURE) DISPATCHING OUTBOUND SHIPMENT RECORD - (D. O. S. R) CARGO OUTBOUND ACTIVITES RECORD RECORD OF VERBAL WARNING FLIGHT SECURITY CHECK IN INFORFATION MONTHLY BASEMENT SUMMARY REPORT VIP FLIGHTT DAILY RECORD FORM TECHNICAL OPERATOR WORKSHEET INDUSTRIAL ACCIDENT FORM VEHICALE TO VEHICAL ACCIDENT VEHICALE TO AIRCRAFT

Date: March 2010 Chapter 08 Page 20 of 20

Control No.
E-001 E-002 E-003 E-004 E-005 E-006 E-007 E-008 E-009 E-010 E-011 E-012 E-013 E-014 E-015 E-016 E-017 E-018 E-019 A-001 A-002 A-003 A-004 A-008 A-009 A-011 A-0012 A-013 A-017 A-018 A-020 B-019 B-018 B-061 B-062 B-063 B-064 B-065 B-066 B-067 B-068 B-069 B-070 B-071 B-072 B-073

Station Applicable Main


RUH ALL JED JED ALL JED JED/DMM ALL ALL ALL ALL ALL RUH / DMM RUH JED RUH /DMM RUH / DMM JED JED RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH RUH YES

Local
NO NO NO NO NO NO

NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO

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Chapter 8 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 9. Medical Lift Operation
9.1 Purpose:

Date: March 2010 Chapter 09 Page 1 of 2

Define and communicate the system and procedures in order to have good control of medical lift assistance to customers.
9.2

Scope Cover Operator Medical Lift Services for passenger with special need where ground operation is performed.

9.3 9.3.1 9.3.2

Procedure: (HDL 1.3.15) (HDL 1.3.20) Regularly conduct check up for medical lift availability, serviceability, and ensure its cleaned condition all the time. When received information from customer airlines ramp coordinator proceeding information note down in movement sheet and assign qualify operator and helper (Marshaling). Check up medical lift in good operating condition, incase any problem immediately inform coordinator or ground support equipment coordinator for necessary action. Proceed to location of service requires, and helper to assist operator to:

9.3.3

9.3.4

Helper shall be guided the operator to approach the aircraft using standard marshaling signal. (HDL 1.3.2) Align the medical lift on aircraft; Apply the stabilizer and hand brake; Leveling the medical lift to interface with the aircraft access door; Apply the platform of sufficient width to the aircraft, and ensure the platform not touching the aircraft; leave a very small gap to prevent the aircraft fuselage skin. Deploy the safety handrails of the platform and then start to assist the passenger with special need to pass into the aircraft. ( HDL 2.4.3) When the service is finished smoothly back the safety handrails and the platform, down up the medical lift to the normal positioned, and safely backing with marshaling path for movement to assigned area. GO TOP

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 9. Medical Lift Operation Procedure (Cont)
9.3.5

Date: March 2010 Chapter 09 Page 2 of 2

Operator must strictly followed operation instructions of medical lift; refer to SVA GEPM chapter (11). Reporting service and parking medical lift in assigned area, and switched off, with the transmission in neutral or park and the hand brake applied.(HDL 1.3.10) Records Records should be maintained for 6 months as per table below:
FORMS CONTROL NO B-020 B-025 B-026 STATION APPLICABLE Main Local JED/DMM JED/DMM JED/DMM NO NO NO

9.3.6

9.4

MEDICAL LIFT ASSIGNMENT MEDICAL LIFT MOVEMENT FORM MEDICAL LIFT REQUEST

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Date: March 2010 Chapter 10 Page 1 of 17

Chapter Ten Contents Purpose Scope Process Lost and Found Records

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.1 Purpose: To ensure that all issues, policies, systems, procedures and standards on fleet services activities are well maintained & updated. To define and communicate the relationship between fleet services functions, corporate functions, and more detailed process may found in separated documentations, refer to SVA manuals such as GSPM, PSPM, GEPM, or other foreign airlines Manuals. 10.2 Scope: Fleet Services activities conducted where ground operation are performed.(Aircraft cabin cleaning, potable water, lavatory, aircraft windshield cleaning, loading and offloading of blankets, pillows, and commissary items, handling and replacing of fabrics items, seat covers and curtains, JET-Ways cleaning) 10.3 10.3.1
Processes:

Date: March 2010 Chapter 10 Page 2 of 17

Aircraft Cleaning:

10.3.1.1 Services provided for aircraft cleaning as per defined Category (A-1) Transit flight (PAX onboard): a. Cockpit area, Galley and Toilet and unoccupied seats. b. Besides cleaning, blankets, pillows and Lavatory kits are provided. c. After completion of cleaning, signature from Flight Purser/Supervisor should be obtained. 10.3.1.2 Services provided for aircraft cleaning as per defined Category (A-2) Turnaround Flight (No PAX onboard): a. It requires all areas must be cleaned. b. Every seat must be cleaned. Blankets must be arranged and placed according to the standard location. Galley must be clean. c. Toilets should be provided with standard commissaries in proper location. Bad smell from the toilets should be neutralized using toilet deodorizer. d. After completion of cleaning, signature from Flight Purser/Supervisor should be obtained.

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services
Processes - Aircraft Cleaning (Cont)

Date: March 2010 Chapter 10 Page 3 of 17

10.3.1.3 Services provided for aircraft cleaning as per defined Category (B) Standard class at main line station only: a. In this category, the aircraft is on stand-by with a minimum ground time of three (03) hours. Cleaning time depends on the type of aircraft. Normally, maximum of fifty (50) minutes is required to perform the cleaning on this category. All areas should be cleaned in accordance with the established Saudia standard of cleaning. b. In the course of cleaning, dirty / soiled seat covers should be replace with a fresh one. Some reading materials from the seat pockets are with torn and dirty covers and required to be changed. c. After completion of cleaning, signature from Flight Purser/Supervisor should be obtained. 10.3.1.4 Services provided for aircraft cleaning as per defined Category (C) Cleaning overnight at main line station only: a. This type of cleaning is done every ten (10) days for aircraft which layover for more than eight (08) hours in the station. Normally, request for doing category c is coming from the Saudia MCC Department. After receiving the request from MCC, the Supervisor on duty scheduled the manpower that will be assigned to perform this category. b. After completion of cleaning, signature from SV Maintenance should be obtained. 10.3.1.5 Services provided for aircraft cleaning as per defined Category (D) services required in Hanger at main line station only: a. This category is for water and lavatory services required in Hangar. The aircraft under technical repair from hangar required services of water and lavatory truck from time to time. b. In case the water is not available at the airport, a water tank should be arranged from Tahlia. c. After completion of cleaning, signature from Flight Purser/Supervisor should be obtained.

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Date: March 2010 Chapter 10 Page 4 of 17

10.3.2

Aircraft Fumigation and/or Disinsection: a. Fumigation is conduct to the aircraft on request. b. Disinsection is conducted as per contract, agreement and/or customer manual if any. c. Subcontractor is provide this services should be joining during provided the services in order to ensure all products, material, chemical ,etc are provided according to the contract and/or agreement. (STM 3.3.2) d. Forms should be completed for further references.

10.3.3

Landry: a. In store, these blankets are segregated. Used blankets are separated. All unused blankets that the plastic package is not damaged are repacked for provisioning to the aircraft. Used blankets are packed in bulk for delivery to Laundry. Junk blankets are set asides and junk fabrics report is issued and sent to systems for approval. After junk fabrics report signed, fabrics are disposed. However, used blankets, rugs mop head and other fabric items are packed properly and the quantity of each item is mentioned properly in the package and with gate pass, all these items are delivered to the Sakia Representative waiting in the Unit Guardhouse. Similarly, the laundry contractor brings with him the cleaned fabrics for flights use. b. Shift Supervisors ensures that a good quantity of all fabric items is always available from the Fleet Services store. If stocks in the store depleted, he coordinates with other stations and Saudia system for replenishment of the same.

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.3.4 Fabric and Carpet Change only for (SVA): a. Aircraft Fabrics are changed every three (03) months, subject to availability of fabrics. b. Headrest cover and curtain change are done every 10 days, subject to availability of materials. c. Store Helper will segregate off-loaded fabrics from aircraft as per part number. d. Serviceable Fabrics will be sent to laundry for washing. e. Junk fabrics will be recorded and submitted to store supervisor every Saturday. f. Fabrics from laundry will be segregated by store helper and packed 25 each as per part number. g. Store helper must prepare two complete sets for every aircraft type. h. Carpet foreman must submit all shortage Fabric to store supervisor. i. All junk fabric will be disposed after approval from all concerned department manager. 10.3.5 Wheel Chair: a. Ensure availability and monitored accordingly with serial number on each aircraft. b. If any malfunctioning of any wheel chair, same to be coordinated with maintenance. c. Cleaning of wheel chair as per procedure in engineering report no. AER-03-01 dated on 02/02/2003 once a month. d. Multipurpose cleaner and wipers to be used. 10.3.6 Pest Control (disinsection) (SVA): a. Routine to all aircraft every ten (10) days. b. Ramp Foreman to maintain disinsection chart arranged alphabetically according to aircraft registration. c. Ramp Foreman to check aircraft due for disinsection and from Daily Flight Schedule, if aircraft is available on ground. d. Ramp Foreman should send telex to other two stations advising aircraft disinfected and update their chart. e. Ramp Foreman at the other stations will update their disinsection chart for future reference. f. Every fifteen (15) days, telex to be sent to RUH/DMM informing them which aircraft is due but not yet done. GO TOP Chapter 10 Cont. Date: March 2010 Chapter 10 Page 5 of 17

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Pest Control (disinsection) (SVA) (Cont) g. For chemical use: There are different types of chemicals used in the aircraft, i.e., BAYGON 20 EC, SOLFAC EC & BAIT GEL. These chemicals are used on a monthly rotation basis together with various traps, i.e. Roach Monitoring, Insect Trap. Trap, Glue Board and Odorless Aerosol to prevent the insects from developing chemical resistance. Date: March 2010 Chapter 10 Page 6 of 17

h. Before treatment implementation ensure: Aircraft must be clean. All bulk commissary items from the Galley to be remove by SV Catering. All dining services items to be remove from the Galley by SV Catering. i. j. Treatment is done by sub-contractor staff are licensed, well trained and qualified to do the said task.
Aircraft Ventilation Requirement:

B-737 MD 90 (Time required 60 minutes / Ventilation 60 minutes) L-1011-AB300-B777 & MD 11(Cargo) (Time required 90
minutes / Ventilation 60 minutes) B-747: Time required 120 minutes / Ventilation 60 minutes)

k. Area to be Treated GO TOP Galleys Coat compartment Toilets Service counter shelves All side wall of aircraft Upper deck Cargo hold Crew Rest room Waste areas Cabin Overhead compartment Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Pest Control (disinsection) (SVA) (Cont) l. Contract or Release Certification:

Date: March 2010 Chapter 10 Page 7 of 17

Ramp Coordinator to coordinate with Technical Services for release of aircraft/s as per station capability and inform (Subcontractor) Staff on-duty. Ramp Supervisor will assign Service Representative of Fleet Services to accompany subcontractor representative to monitor the disinsection procedure as per checklist. (Sub-contractor) will do the disinsection treatment as per procedure. Upon completion, checklist to be signed by Representative, certificate of disinsection to be prepared accordingly. Fleet Services Ramp Supervisor on-duty should sign in the Contractor Release Certificate indicating that the disinsection was done on the aircraft. Ramp Coordinator will advise the Saudia Technical Department that disinsection job was accomplished and aircraft can be use for flight after one-hour ventilation.

m. Others: SV Maintenance and Fleet Services should give full support in opening cargo hold and transportation requirement from aircraft to aircraft to let subcontractor complied with the job as per procedure. All technicality and chemical provision with equipment required for this task under Contractors responsibility. If aircraft is not done, it means either aircraft in not available in the Kingdom or out of service.

n. Disinsection GS Facilities, Vehicles & Equipments:

Subcontractor Representative will spray with disinsection chemicals and inject all corners of facilities, transport vehicles and equipments with Bait Gel once a week (every Tuesday) to ensure that these will not be a breeding ground for insects and pests Chapter 10 Cont.

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.3.7 GAS Fumigation (SVA): a. Curried-out by subcontractor, a licensed staff does the whole process professionally. b. No Schedule is set for this kind of treatment; this will be as per request from customer airlines only. c. Fleet Services to record all aircraft treated for future reference. d. Chemical to be use should be 100% METHYL BROMIDE as approved by customer airlines SVA. NOTE: This chemical is very dangerous to human life. e. Subcontractor shall take all necessary precautionary measures to avoid any harm to their staff and staff working at airport. f. Aircraft should be moved far away from operation parking areas for safety reasons (by SV Maintenance). g. Gas mask should be use for safety reasons. h. Time required for ventilation: Response of Calling should be within 2 hrs. Aircraft Preparation: ( NARROW BODY 01 hr. and WIDE BODY 02 hrs) Aircraft Fumigation: ( NARROW BODY 02 hrs and WIDE BODY 04 hrs) Gas release :( NARROW BODY 01 hr and WIDE BODY 02 hrs.) Aircraft Cleaning: (NARROW BODY 45 minutes and WIDE BODY 01 hr) i. j. Whole aircraft Area including cargo hold to be treated. Implementation required before treatment: Aircraft must be clean. All bulk commissary items from the Galley to be remove by SV Catering. All dining services items to be remove from the Galley by SV Catering. Above should be carried-out by GSS - Fleet Services Section. In item b & c, Fleet Services Supervisor should coordinate with the Saudia Catering Ramp Operation to remove commissary and dining services items Date: March 2010 Chapter 10 Page 8 of 17

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services GAS Fumigation (SVA) (Cont) k. Contractor release certification: Ramp Coordinator to coordinate with Technical Services for release of aircraft/s as per station capability and inform (Subcontractor) Staff. Ramp Supervisor will assign Service Representative of Fleet Services to accompany (Sub-contractor) representative to monitor the procedure. (Sub-contractor) will do treatment as per procedure. Upon completion, checklist to be signed by (Sub-contractor) Representative, Certificate of gas fumigation to be prepared accordingly. Fleet Services Ramp Supervisor on-duty should sign in the Contractor Release Certificate indicating that the gas fumigation was done on the aircraft. Ramp Coordinator will advise the Saudia Technical Department that job was accomplished and aircraft can be use for flight. l. Others: SV Maintenance and Fleet Services should give full support in opening cargo hold and transportation requirement from aircraft to aircraft to let (Sub-contractor) complied with the job as per procedure. All technicality and chemical provision with equipment required for this task under Contractors responsibility. Date: March 2010 Chapter 10 Page 9 of 17

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.3.8 Date: March 2010 Chapter 10 Page 10 of 17

Potable Water: (HDL 1.5.3) (HDL 1.5.4) (HDL 1.5.5)

a. Operated by trained and qualify personnel; b. Regularly (every (10) ten days) conduct check up for the potable water Truck to ensure: Serviceability, Exterior and interior are cleaned Disinfect the internal tank. Maintain in good hygienic condition all the time. c. Ensure Potable water truck disinfected as follows: 10 grams of calcium Hypo chlorite is mixed will in one (1) gallon of lukewarre water. Pour the above mixed solution into water tank along with 250.gallon of water, drive the vehicle around the airport area allows for agitation of the water in tank. Allow the water to stand for minimum of one hour. After the chemical zed water has remained in the tank for the minimum (1) hour, flush out the water through the hose, not from the drain plug, remove all the water and rinse the tank with potable water twice. Refill tank with potable water. Take water sample from potable water track and check total and free chlorine, send sample to laboratory for bacteriological testing. d. Maintain cleaning record along with the laboratory results for 3 month period. e. Proceed to location of service requires, and helper to assist operator to: Safely approach the Potable water truck under the aircraft; Apply the stabilizer and hand brake; Start to open water services door; Remove cap from fill connection; Depressurize tank; Pull system fill & overflow valve control handle to open position; Connect supply hose to fill fitting, open fill and overflow valve. Shut off water supply; Close (push-in) system and overflow valve control handle; GO TOP Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Potable Water (Cont...)
Replace cap on portable water fill connection; Close water service door; Wipe dry service panel and adjacent area and check for leakage;

Date: March 2010 Chapter 10 Page 11 of 17

Not: (Leakage is not permissible); Contact tech for any kind of leakages observed com out from service panel. - Water pressure must not exceed 50 PSI - Water truck hose should always have cap for hygiene wise.
-

On aircraft with water QTY (B747-300) select switch on flight

engineer's panel, the water QTY select switch should be set to a selected capacity prior to servicing, if tank is at, or above, the selected level, the fill and overflow valve will not open and the system will not accepted additional water
-

Note: Do not use force exceeding 45 pounds to open fill and overflow valve.

On all except aircraft with water

QTY select switch on flight engineer's panel (747-168 & 068) pump potable water until first indication of water flow at overflow valve, disconnect supply hose allow fill line to drain completely, and cap fitting. On aircraft with water QTY select switch on flight engineer's panel, (747-300) pump potable water into tank. Stop pumping at first indication of water flow at overflow port (water quantity full lights should be on and valve control handle, should automatically retract to closed position), disconnect supply hose allow fill line drain completely, cap fitting, and close service panel door.
-

Note: Valve control handle must be retracted to close door

When the service is finished smoothly and safely backing and/or

forward with marshaling path for movement to assigned area.

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Potable Water (Cont...) f. Aircraft portable water quantity in US gallons: Type of Aircraft B-747-SP B-747-168 B-747-368 B-747-468 B-777-268 MD-90 QTY 52 110 110 107 109 60 No. of Tanks 01 02 03 04 03 01 Total 30 220 330 428 327 60 Date: March 2010 Chapter 10 Page 12 of 17

g. Applied quality inspection conducted by TQM quality controller in daily basis, and regularly by quality evaluation system. Refer to Audit & Quality assurance manual. h. Sanitarily Regulation as follows:
-

Potable water service unit must not be filed up from the same tape as toilet services unit. Potable water service unit and toilet service unit must not be parked in the same area. Personal engaged in toilet servicing are not allowed to perform water service at same time. Before the fill hose is connected to an aircraft a view liters of water shall be bomb to west to ensure through flushing of hose and nozzle, when the hoses are not in use all nozzles or connect must be protected from contamination ether by cover or immersing them in receptacles containing chlorinated water. The contents of the potable service unit must be drained not letter than 24 hours after filling. The cleaning and disinfecting of servicing vehicles must be performed weekly. The interior of the water tank should be scoured once a month to remove any deposits. Chapter 10 Cont.

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.3.9 Lavatory Truck: (HDL 1.5.2) a. Operated by trained and qualify personnel and ensure:

Date: March 2010 Chapter 10 Page 13 of 17

Wearing elbow length rubber gloves. Use goggles or a face shield. Full arms and legs fluid repellent suit. Rubber boots. Washing /hose down facilities

b. Proceed to location of service requires, and helper to assist operator to:


Safely approach the Potable water truck and positioned in

appropriate place as per safety parking chart based on lavatory servicing panel location; Open exterior access door panel; Open cap of drain toilet; Connect drain hose coupling to west outlet; Connect flush/fill hose to same port in service panel; Pull and turn waste system drain valve control handle until locked and allow waste to drain; Release waste drain valve control handle to close waste drain; Drain/flush and prime waste tanks as per recharging quantity listed here below; Fit caps to drain outlet port and to flush/fill port; Ensure there are no leaks at the drain fitting cap and at the end of the drain hose coupling and they are cleaned. Make certain that working area is clean and clear of tools or other miscellaneous items of equipment. Close service panel door.
Not: Above process is applicable for all type of aircraft; Connect tech when observed any blue stains on body skin; Toilet fluid are corrosive to aircraft structure the stains on body skin indicate in-flight leakage or unsatisfactory servicing process; - Water pressure must not exceed 35 PSI; - Do not exceed given amount or tank overflow may result;
-

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Lavatory Truck (Cont) If the drain cap or valve handle is open the access door panel will not close; - Dumping/flushing and servicing operation must be done twice for each toilet tank.
-

Date: March 2010 Chapter 10 Page 14 of 17

When the service is finished smoothly and safely backing and/or

forward with marshaling path for movement to assigned area. c. Aircraft Toilet Water Recharging Quantity in US Gallons:

Aircraft Type

Toilet Water U1 SINGLE IA & IB DBL 2D SINGLE 2E SINGLE 2F SINGLE 3 A & 3B DBL 3C & 3D DBL 1A & 1B DBL H & J DBL K & L DBL M & N DBL O & R DBL S & T DBL 1 FWD TANK L/H 2 FWD TANK R/H 3 AFT TANK L/H 4 AFT TANK R/H 1 FWD TANK 2 MID TANK 3 AFT TANK ONE TANK U 14 SINGLE U 15 SINGLE

QTY 05.00 09.00 07.00 07.00 07.00 08.00 08.00 08.5 08.5 08.5 08.5 08.5 08.5 85 85 65 65 83 83 63 47.5 04.00 04.00

Disinfected by SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION SOLUTION 7 7 7 7 6 6 6 NO PRE-CHARGE PRIME REQUIERMENT SOLUTION SOLUTION

B-747-SP

B-747- 368/168

B-747-468

B-777-268 MD-90 B474-368

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.4 Lost and Found:
While performing cleaning or any other task in the aircraft and the

Date: March 2010 Chapter 10 Page 15 of 17

cleaning staff found items forgotten or left behind by passengers, Saudia Catering management had devised a Lost & Found Handling Procedures that the staff have to follow in returning the items found to the owner: 10.4.1 Any valuable items, i.e., Gold jewelry, Money, Passport, if found in the aircraft by Fleet Services staff immediately after the disembarkation of passengers should be delivered to the Passenger Services if the passenger is available in the terminal. If the passenger is available in the terminal and claiming for an item left behind in the aircraft but still no cleaning group on board the aircraft, the Passenger Services should send their representative to personally locate the left behind valuable items on board. If the aircraft is on stand-by for quite some time before the cleaning group boarded the aircraft for cleaning and found any items belonging to the passenger whether it is valuable or not, the staff who found the item/s should immediately be hand-over to the Service Representative as per standard procedure. If the aircraft arrived and an unidentified bag found and nobody from the passenger is claiming this bag, this bag should not be removed from the place and immediately inform the shift supervisor. Any unidentified bag or suspicious foreign object, i.e. weapons, knife shall not be touched and same to be reported to Saudia Security for action. Honesty A ward - The management also offers awards to the staff that will turn over the valuable items they found in the aircraft as an appreciation for their honesty

10.4.2

10.4.3

10.4.4

10.4.5

10.4.6

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services 10.5 Records: Records should be maintained for 6 months as per table below:
CONTROL NO F-001 AIRCRAFT LOCATION F-002 TROUBLE SHOOTING RECORD F-003 AIRCRAFT WINSHIELD CLEANING DRIVER DAILY REPORT F-004 JETWAY DEEP CLEANING SCHEDULES GROUP MOVEMENT SHEET MD11 CAT-C MONITORING SHEET B747-400 CAT-C MONITORING SHEET B-737 CAT-C MONITORING SHEET MD-90 CAT-C MONITORING SHEET B747 (100 & 300) CAT-C MONITORING SHEET AB 300 CAT-C MONITORING SHEET B777 CAT-C MONITORING SHEET CLEANING GROUP WORKSHEET CARPET & FABRIC REPORT GOLDEN SERVICES CLEANING FORM HELPER MOVEMENT SHEET TOILET CLEANING GROUP WORKSHEET LAVATORY SERVICE CHECKLIST POTABLE WATER SERVICES CHECKLIST MONTHLY SUMMARY REPORT CAT-C CHART RAMP COORDINATOR WORKSHEET SVCS REP DISINSECTION ACTIVITY REPORT AIRCRAFT CLEANING SERVICE CHICKLIST DAILY BREIFING HIGHLIGHT AIRCRAFT WATER TANK TEST RESULT CARPET CHANGE CHART FABRIC CHANGE CHART LOST AND FOUND RECEIPT FLIGHT INFORMATION LOG SHEET FACILITIES PEST CONTROL TREATMENT SCHEDULE CAT-C CHART FOR THE YEAR DAILY MANPOWER MOVEMENT FLIGHT SECURITY CHECK INFORMATION F-005 F-006 F-007 F-008 F-009 F010 F-011 F-012 F-013 F-014 F-015 F-016 F-017 F-018 F-019 F-020 F-021 F-022 F-023 FA-001 FA-002 FA-003 FA-004 FA-005 FA-006 FA-007 FA-008 FA-009 FA-010 FORMS STATION APPLICABLE Main Local JED ALL JED RUH RUH & DMM ALL JED ALL ALL JED ALL ALL JED ALL ALL ALL JED & DMM ALL ALL ALL RUH ALL ALL ALL ALL ALL ALL ALL RUH & DMM ALL ALL DMM ALL NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO YES NO NO NO NO NO

Date: March 2010 Chapter 10 Page 16 of 17

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 10 Fleet Services Records (Cont)
FORMS DAILY FLIGHT HANDLING SAUDIA REGULAR FLIGHT SAUDIA EXTRA FLIGHT-1 SAUDIA EXTRA FLIGHT-2 DISINSECTION /FUMIGATION MONTHLY REPORT WEEKLY FLIGHT HANDLING WATER TRUCK SANITIZATION CONTROL FORM JR / SVCS REPRESENTATIVE DAILY REPORT LOAD INFORMATION SHEET INTERNAL MARSHALING TEST VEHICLE DAILY STATUS RAMP FOREMAN DAILY REPORT VEHICLE CONTROL FORM SUMMARY OF CATEGORY C CLEANING FACILITIES & VEHICLE DISINSECTION REPORT RAMP SUPV QUALITY ASSURANCE CHECKLIST VEHICLE MONITORING STATUS STATION APPLICABLE Main Local RUH NO JED JED JED ALL RUH ALL ALL ALL RUH ALL JED ALL ALL ALL ALL ALL NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO

Date: March 2010 Chapter 10 Page 17 of 17

CONTROL NO FA-011 FA-012 FA-013 FA-014 FA-015 FA-016 FA-017 FA-018 FA-019 FA-020 FA-021 FA-022 FA-023 FA-024 FA-025 FA-026 FA-027

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Chapter 10 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 11. Storage 11.1 Purpose: Define and communicate the system and procedures in order to ensure proper handling and safe storage of chemical and cleaning materials and commissary items. 11.2 Scope Cover Fleet Services- storage section where Ground Operation is performed at any station. 11.3 11.3.1 11.3.2 11.3.3 11.3.4 Process: Requisition- Prepare requisition form based on requirement / stock level and obtains authorized signatories or telex for same. Issuance - (for SVA) System GS or SV OBSP department to issue items through MEMIS and advise stations accordingly. Receiving - Prepare requisition form based on requirement / stock level and obtains authorized signatories or telex for same. Record and Storage - To ensure and maintain receipt records and update stock records and make sure that minimum / maximum stock level is maintained. Issuance to cleaning groups: All items will be issued based on requisition, and check the actual level of the stocks on monthly basis physically counts the stock, and record the stock on hand. Damaged items will be placed on hold, stored separately with label on. So it will not be issued. Date: March 2010 Chapter 11 Page 1 of 3

11.3.5

11.3.6

Inventory- Store Foreman to conduct the inventory of all items on monthly basis.

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 11. Storage 11.4 Records: Records should be maintained for 6 months as per table below:
FORMS HEADSET DAILY SHIFT REPORT LOST AND FOUND RECEIPT COMMISSARY STOCK ON HAND DAILY REPORT PILLOW & BLANKET DAILY REPORT DAILY PROVISIONIND RECORD COMMISSARY AND MATERIAL TRANSFER BETWEEN STATION FABRIC ITEMS ISSUED TO LAUNDRY LAUNDRY ITEMS ISSUED & RECEIVED DAILY REPORT GROUP EQUIPMENT ISSUANCE FORM LOS/DAMAGED WORN-OUT MINOR EQUIPMENT CONTROL FOMR PROVISIONING STARTED & DATE AS FOLLOWS GOLDEN SVCS PRAYER MATS PROVISIONING STARTED & DATE AS FOLLOWS GOLDEN SVCS PILLOW CASE PROVISIONING STARTED & DATE AS FOLLOWS GOLDEN SVCS BLANKETS FABRIC & CARPET SHORTAGE REPORT ONESHOT PROVISIONING RECORD BLANKET PROVISIONING/OFFLOADING WEEKLY REPORT EXTRA SERVICE CHECKLIST AHLAN WAHSALAN RECEIVED FABRICS INVENTORY BLANKET OFFLOADING RECORD BABY BASSINET PROVISIONING INT'L & DOM FLIGHTS LAUNDRY CONTROL FORM BLUE POUCH PROVISIONING & OFF LOADING DAILY REPORT DAILY BLANKET REPORT LAUNDRY REPORT SAUDIA AIRLINES ITEMS MONTHLY COMY INVENTORY CONTROL STORE OPERATION REPORT STORE FOREMAN MONITORING REPORT CONTROL NO FS-001 FS-002 FS-003 FS-004 FS-005 FS-006 FS-007 FS-008 FS-009 FS-010 FS-011 FS-012 FS-013 FS-014 FS-015 FS-016 FS-017 FS-018 FS-019 FS-020 FS-021 FS-022 FS-023 FS-024 FS-025 FS-026 FS-027 FS-028 STATION APPLICABLE Local Main ALL ALL JED ALL ALL ALL ALL JED ALL ALL ALL ALL ALL ALL RUH JED RUH ALL ALL ALL ALL ALL ALL ALL RUH ALL RUH ALL NO YES NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO NO

Date: March 2010 Chapter 11 Page 2 of 3

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 11. Storage Date: March 2010 Chapter 11 Page 3 of 3

Records (Cont)

FORMS STORE DAILY REPORT MINOR EQUIPMENT (NON SAUDIA) MINOR EQUIPMENT (SAUDIA) BRITISH AIRWAYS LAUNDRY FORM LAUNDRY REPORT BRITISH AIRWAYS COMMISSARY ITEMS RECEIVING SYSTEM COMMISSARY BLANKET, PILLOWS & HEADSETS INVENTORY CAT-C CLEANING EQUIPMENT ISSUANCE CONTROL FORM RAMP COORDINATOR SHIFT REPORT FLIGHT SECURITY CHECK INFORMATION COMMISSARY ITEMS ISSUANCE / RETURN CONTROL FORM WHEEL CHAIR HANDLING FORM

CONTROL NO FS-029 FS-030 FS-031 FS-032 FS-033 FS-034 FS-035 FS-036 FS-037 FS-038 FS-039 FS-040

STATION APPLICABLE Local Main JED NO ALL ALL RUH RUH RUH & DMM RUH ALL RUH RUH ALL ALL NO NO NO NO NO NO NO NO NO NO NO

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 12 Page 1 of 6

12. Headsets and Audio Video Handling

Chapter Twelve Contents Purpose Scope Process Records

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GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 12 Page 2 of 6

12. Headsets and Audio Video Handling 12 12.1 Headsets and Audio Video Handling Purpose:

Define and communicate the system and procedures in order to ensure Video Cassettes, Headsets, and Entertainment Guide are provided on Saudia Flights as per standards. 12.2 Scope: It is Applicable for SVA Flights at the Main Stations. 12.3 12.3.1 12.3.2 Process: Receiving- To ensure that all movies / entertainment guide / headsets will be received properly and registered in the receiving logbook. Record Storage - To ensure and maintain the storing of movies tapes / entertainment guide / headsets and make sure that (First in First out System) is applied and damage tapes will not be provided. Issuance - All movies will be issued based on requisition, and check the movies available on monthly basis physically, and Damaged movies will be placed on hold to dont be issue, it will be returned to Saudia. Returning Used Tapes All used tapes approved one period, will be returned back to Saudia. Head Seat: a. Used headsets to be sent to DMM for cleaning and repacking. b. Monitoring & Recorded -Headsets off-loaded by the groups from arrival flights should be monitored and recorded to determine how many bags received from the flight and to know if there are still some bags not off-loaded from the aircraft. c. Segregation - Headsets off-loaded from arrival flights must immediately be sorted out and used headsets to be separated from the unused. All used headsets to be packed properly and shippedout to DMM two times daily. All unused headsets with good plastic package to be included for re-provisioning and the damaged one should be returned to DMM for cleaning.

12.3.3

12.3.4 12.3.5

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Chapter 12 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 12 Page 3 of 6

12. Headsets and Audio Video Handling Process - Head Seat (Cont)

d. Preparation - Headset for G/C to be packed in headset bag 75.Headset for F/C, J/C to be packed as per aircraft configuration and type. e. Provisioning as per standard. f. Reporting & Handling - Headset Foreman will prepare the headset list mentioning the number of bags provided to all flights of more than two (02) hours flying time and place it in store notice board with one copy to Ramp Foreman mentioning the bag serial number, handling process as follows: All Intl. Flights operating from JED/RUH sector to be provided headsets by last station. All category flights operating for international sector ex JED station, headset will be provided by JED. In case of shortages, priority to be given to VIP and long haul flights. Request for headsets by telex for next day will be sent daily at 0830LT to DMM station copy of telex to be given to RUHHHSV, JEDHRSV, and JEDHHSV. Shipment of used headsets to be sent to DMM station twice and inform DMM station by telex. Clean headset received from DMM to be acknowledged by telex. Headset Control Form to be filled-up, offloading and completed by contacting RUH-DMM stations and faxed to DMM for monthly report. Weekly inventory to be done to determine the availability of stock and monthly inventory should be faxed to concerned staff Cleaning / repacking in DMM only, and for the control of hygienic hazard, cleaning must be cleaned-up through chemical disinsection (CDQ) which is approved by Saudia for aircraft items. Chemical Items are two aircraft disinsection (CDQ) and Alcohol Swab, and Cleaning all kind of headsets in isolated headsets processing room. GO TOP Chapter 12 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 12 Page 4 of 6

12. Headsets and Audio Video Handling Process - Head Seat (Cont)

Headsets groups will segregate and cleaned as follows: Removing ear Pads. Good Condition. Minor Damage. Damage. Type of Headsets.

F/C and J/C headsets ear pads will be separated from H/S and cleaned by alcohol swap. G/C headsets will be cleaned by CDQ. Minor damage headsets will be repaired by groups. Damage headsets will be control by store foreman for next processing. Replace plastic cover by Saudia approved plastic bags. Electric tester must test each headset. After completion all process each headset will be put in Saudia approved plastic bag and sealed keep 25 EA headsets will in small plastic and 100 EA headsets will be in big plastic. Provisioning of headsets in JED/RUH/DMM 12.3.6 Video & Entertainment Guide Handling: a. Fleet Services receives the videocassettes from On Board Services Programs. b. Fleet Services is responsible for the upkeep videocassettes to avoid damage and keep the cassettes in good condition. All videocassettes to be numbered in sequence for control purposes. c. Service Representative assigned to the flight is responsible to deliver the videocassettes on board and hand-over to the flight purser. d. Video handling staff assigned to off-load the videocassettes from arrival flights should meet the flight purser on board and collect the videocassettes. e. Videocassettes must be stored cool dry room and protect from dust. All cassettes should be arranged by title in the shelves and should be handled with maximum care. GO TOP Chapter 12 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 12 Page 5 of 6

12. Headsets and Audio Video Handling

Process - Video & Entertainment Guide Handling (Cont) f. Provisioning Boarding Film - Provided as per standard. g. Safety Film To be provided to all SVA flights. h. Destination & Arrival Film - Provided to international flights sector as per standard. i. Sky TV Domestic (30Mins) - Provided as per standard. j. In-flight Entertainment Guide will be provided in the aircraft and will be issued on monthly basis. Interactive Guide will be provided only to the New Fleet Aircraft B777-268 and B747-468 only. Logistics department will handle the supply of this magazine from Print shop.

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Chapter 12 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 Date: March 2010 Chapter 12 Page 6 of 6

12. Headsets and Audio Video Handling


12.4

Records: Records should be maintained for 6 months as per table below:


FORMS
CONTROL NO

STATION APPLICABLE
Main Local

HEADSET STOCK INVENTORY DAILY HEADSET CONTROL REPORT HEADSET CONTROL FORM DAILY PROVISIONING DAILY HEADSET CLEANING STATUS VIDEO ISSUANCE RECORD VIDEO RECEIVED RECORD VIDEO HANDLING MONTHLY REPORT VIDEO HANDLING DAILY REPORT VIDEO TAPES RETURNED TO SAUDIA MOVIE/ENTERTAINMENT GUIDE BROCHURE

FV-001 FV-002 FV-003 FV-004 FV-005 FV-006 FV-007 FV-008 FV-009 FV-010

JED ALL ALL DMM JED & DMM JED ALL ALL JED ALL

NO NO NO NO NO NO NO NO NO NO

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Chapter 12 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Date: March 2010 Chapter 13 Page 1of 18

Chapter Thirteen Contents


CHANGE NOTE REQUEST Correspondence between ISAGO (STM) and Procedure / Record Correspondence between ISAGO (LOD) and Procedure / Record Correspondence between ISAGO (PAX) and Procedure / Record Correspondence between ISAGO (BAG) and Procedure / Record Correspondence between ISAGO (HDL) and Procedure / Record Correspondence between ISAGO (AGM) and Procedure /Record Operation Contact information

Appendix No. Appendix 1 Appendix 2 Appendix 3 Appendix 4 Appendix 5 Appendix 6 Appendix 7 Appendix 8

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Date: March 2010 Chapter 13 Page 2 of 18

13.1

Appendix 1

CHANGE NOTE REQUEST


To : TQM Manager QMR (Department) ___________________________ Doc. Title : ______________________ Additions/Change Required Summary:Doc. Chapter: _______ Request No. _________ Doc. Control No.

Reasons:-

If possible please attached suggested pages for change (old & new). ________________________ ________________________ Position : ________________ Sign : ___________________ Dept_______ Date_________

From : Name :

This part is to be completed by TQM Manager or Concerned QMR. Approved Next Action (if approved):Draft of the change to be prepared, discuss internally before sending for approval. Others : __________________________________________________________ Rejected Reasons for Rejection (if not approved):Signed (TQM Mgr. or QMR) ___________________________ Date of Draft Issued for Approval : _____________ Closed By : _____________________ Date______ Issued To____________________ Sign : _____________ Date_______

Qm-001

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.2 Appendix 2 Page 01 Correspondence between ISAGO (STM) and Procedure / Record
ISAGO Requirements
Organization and Accountability

Date: March 2010 Chapter 13 Page 3 of 18

Saudia GS ISAGO (STM) Type


CLAUSE STM 1.1.1 STM 1.1.2 STM 1.2.1 STM 1.2.2 STM 1.2.3 STM 1.2.4 STM 1.3.1 STM 1.3.2 STM 1.3.3 STM 1.3.4 STM 1.4.1 STM 1.4.2 STM 1.5.1 STM 1.6.1 STM 1.6.2 STM 1.6.3 STM 1.6.4 STM 1.7.1 STM 1.7.2 STM 1.8.1 STM 2.1.1 STM 2.1.2 STM 2.2.1 STM 2.2.2 STM 2.2.3 STM 2.2.4 STM 2.2.5 STM 2.2.6 GS Operation Manual 2.1 / 2.2 / 2.3 /2.10/ 2.14.2 / Chapter (3) 2.3 / 2.3.5 / 2.3.6 / 2.10.4 / 2.10.5 2.6 /2.8.1/2.12/ 2.24 / 2.25 / 2.27 2.10.4 / 2.20.1(i) 2.6.3 / 2.15.3 / 2.26.3 / 2.28.5 2.13.1 / 2.13.2 (d) / 2.16 / 2.18.1 (C) / 2.24 2.3.4 / 2.10 / 3.1 2.10.7 2.10.4 / 2.10.8 / 2.18 2.10.4 / 2.14.3 (d) 2.10 / 2.11 2.10.8 / 2.11.2 2.12 2.6.3 / 2.13 / 2.15 / 2.16 2.14.2 2.15.3 2.16.6 2.24 / 2.25.5 (c) / 2.28 / SMM4 2.8.1 (f & h) / 2.19.1 (f) / 2.25.4 (a & b) / 2.28.4 (a & e) / SMM6 2.8 / 2.9.2 / 2.13.2 / 2.17 2.3.8 2.3.9 1.1 2.3.11 / 2.4 / 2.5.4 / 2.24.1 2.3.7 / 2.5 2.5.3 2.31.1 (b) 2.5.4

Management Commitment

Authorities and Responsibilities

Communication Management Review Provision of Resources

Risk Management Operational Planning Documentation System

Operational Manuals

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 2 Page 02 Correspondence between ISAGO (STM) and Procedure / Record
ISAGO Requirements
Records System

Date: March 2010 Chapter 13 Page 4 of 18

Saudia GS ISAGO (STM)


CLAUSE STM 2.3.1 STM 2.3.2 STM 2.3.3 STM 3.1.1 STM 3.1.2 STM 3.1.3 STM 3.1.4 STM 3.1.5 STM 3.1.6 STM 3.2.1 STM 3.2.2 GS Operation Manual 2.3.8 Not applicable 2.3.11 2.11.3 / 2.12 / 2.26.4 / 2.29 / 8.8 / SMM 2.28.2 (j) 2.26.4 (a) / 2.30.1 / 8.8/ SMM5/SMM6 2.26.4 (f) / 8.8 / SMM5 2.26.4 (b) / 2.30.2 (a)/SMM5 2.26.4 (b , c& f) / 2.30.2 (b & d)/ SMM5 / SMM6 2.25.2 / 2.25.3 (c & d) / 2.25.5 / 2.26.3 2.17.2 / 2.25.2 / 2.27.1 (d) / 2.27.2 / 2.27.3 (a & e) 2.25.2 (e & f.3) / 2.27.1 (b & d) / 2.27.2 / 2.27.3 2.11.3 / 2.12 / 2.27.3 (e) 2.11 2.17.2 / 2.19.1 (f) / 2.25.5 (c) 2.25.5 (c & f) / 10.2.3 (c) 2.19.1 (g) / 2.19.2 (e) 2.14.3 / 2.31/ EPM2 (Introduction) 2.31.1 / EPM (2) (Introduction) 2.31.1 (b,c)/ EPM4/EPM5 2.35 / 2.39 / 3.8.12 / 3.11.3 / 3.14.5 (f) / 6.3.6 (v) / 7.6.13 / 8.6.1/ EPM10/ EPM11/ EPM12/ EPM13/ EPM14/ EPM15 2.37 / 3.14.5 (f)/EPM 15.1 2.14.5 2.14.5 (g) Not applicable 2.14.5 2.14.5 (h) Not applicable 2.14.5

Type

Safety Program

Quality Control Program

STM 3.2.3 STM 3.2.4 STM 3.2.5

Subcontracting Quality Control Product Quality Control Emergency Response

STM 3.3.1 STM 3.3.2 STM 3.4.1 STM 4.1.1 STM 4.1.2 STM 4.1.3 STM 4.2.1 STM 4.2.2 STM 5.1.1 STM 5.1.2 STM 5.1.3 STM 5.1.4 STM 5.2.1 STM 5.2.2 STM 5.2.3

Other Event Response

Functional Training

Dangerous Goods Training

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 2 Page 03 Correspondence between ISAGO (STM) and Procedure / Record
ISAGO Requirements
Airside Safety Training Airside Driver Training Program GSE Operations Training Aircraft Access Door Training Passenger Boarding Bridge Training Aircraft Turnaround Coordinator Training Security Control Security of Operations Security Equipment Security Threat Management Contingency Planning Investigation and Notification GSE Maintenance GSE Operation Supervision Airside Safety Committee Airside Fire Safety Airside Cleanliness

Date: March 2010 Chapter 13 Page 5 of 18

Saudia GS ISAGO (STM)


CLAUSE STM 5.3.1 STM 5.4.1 STM 5.5.1 STM 5.6.1 STM 5.7.1 2.14.5 (i) 2.14.5 (j) 2.14.5 (k) 2.14.5 (g) Not applicable GS Operation Manual

Type

STM 5.8.1 STM 6.1.1 STM 6.2.1 STM 6.2.2 STM 6.3.1 STM 6.4.1 STM 6.4.2 STM 6.5.1 STM 6.6.1 STM 6.6.2 STM 7.1.1 STM 7.1.2 STM 7.2.1 STM 8.1.1 STM 8.2.1 STM 9.1.1 STM 9.2.1 STM 9.2.2

Not applicable 2.38 2.39 2.39 Not applicable 2.40 2.41 2.42 2.43 2.40.3 2.20.1 (c) / 8.2.2 2.20.1 (d) / 8.9 2.20.1 (e) 2.14.5 (L) / 2.15.5 2.10.2 2.36 / 3.1.11 / 3.2.5 (c) 2.34 / 2.35 / 3.8.12 / 3.11.3 / 3.12.4 2.16.2 / 2.16.7

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 2 Page 04 Correspondence between ISAGO (STM) and Procedure / Record
ISAGO Requirements
Airside Severe Weather Plan Passenger Safety Personnel Safety Aircraft Turnaround Coordination

Date: March 2010 Chapter 13 Page 6 of 18

Saudia GS ISAGO (STM)


CLAUSE STM 9.3.1 STM 9.4.1 STM 9.5.1 STM 9.5.2 STM 10.1.1 2.16.8 Not applicable 2.15.4 / 2.20.1 (f) 2.20.1 (f) / 3.1.12 Not applicable GS Operation Manual

Type

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.3 Appendix 3 Page 01 Correspondence between ISAGO (LOD) and Procedure / Record
ISAGO Requirements Saudia GS ISAGO (LOD)
CLAUSE LOD 1.1.1 LOD 1.1.2 LOD 1.1.3 LOD 1.1.4 LOD 1.1.5 LOD 1.1.6 LOD 1.1.7 LOD 1.1.8 LOD 1.1.9 LOD 1.2.1 LOD 1.2.2 LOD 1.2.3 LOD 1.2.4 Weight and Balance LOD 1.2.5 LOD 1.2.6 LOD 1.2.7 LOD 1.2.8 LOD 1.2.9 LOD 1.2.10 LOD 1.3.1 LOD 1.3.2 LOD 1.3.3 Loading Instruction/Report Notification of Special Loads LOD 1.4.1 LOD 1.4.2 LOD 1.4.3 LOD 1.5.1 GS Operation Manual 3.14.1 (d) / 4.5.6 (a) 3.14.1(f) / 4.5.7 (e) 4.6.3 4.6 / 4.17 /4.4.7 4.6.1 4.3.1 / 4.5.3(o) / 4.7.5 (note , 15 , 17) / 4.9.1 (e) / 4.17 / 6.3.4 (c) 3.7.9 / 4.4.7 / 4.5.3 (n , o) / 4.5.6 (d) / 4.7 / 4.7.5 / 6.3.4.c.12 6.3.5(i) 4.9.1 (f) / 4.15 4.5.3 (f) 4.5.1 (h) / 4.5.3 (e) 4.5.3 (g) 3.7.7 / 4.4.5 / 4.5.3 (f) / 4.7.5 (ref no. 53) / 4.8.5 (ref no. 11) / 4.8.6 (b) 4.5.6 (b, g) / 4.7.4 (c) / 4.7.5 (ref. no.18) 4.5.3 (g) / 4.11 / 4.14 5.3 (F) / 6.3.3 4.5.3(h) / 4.13 3.15.1 / 3.15.4 / 3.15.5 / 4.5.6 (k)/ 5.4.3 (j) / 4.8.5 (ref. no.9) 3.15.4 / 4.8.4 (i) 4.5.3 (d) 4.5.6 (e) / 4.15 3.7.8 / 3.14.4 / 4.5.6 (d) / 4.7.4 (h, i) / 4.10.b.3 4.9 4.5.3 (n) 4.5.6 (i) / 4.17.12 (k) 3.14.5 (g) / 4.5.6 (l)

Date: March 2010 Chapter 13 Page 7 of 18

Type

Load Control Process - General

Load Planning

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 3 Page 02 Correspondence between ISAGO (LOD) and Procedure / Record
ISAGO Requirements Saudia GS ISAGO (LOD)
CLAUSE LOD 1.6.1 LOD 1.6.2 LOD 1.6.3 LOD 1.6.4 LOD 1.6.5 LOD 1.7.1 LOD 1.7.2 LOD 1.8.1 LOD 1.8.2 LOD 1.8.3 LOD 1.8.4 LOD 1.8.5 LOD 1.8.6 Flight Departure Coordination LOD 1.9.1 GS Operation Manual 4.5.6 (d) / 4.17.5 (a) 3.7.7 / 4.5.6 (j) 4.5.6 (k) 4.5.6 (i) / 4.7.4 (i) 4.16 4.3.1 / 4.17.12 (j) 4.3.1 / 4.17.12 (j) 4.5.3 (o) / 4.5.7(c) / 4.11.1 (d) 4.5.3 (o) / 4.5.7 (c) 4.10 4.5.7 (a, b) 4.11 4.12 Not applicable

Date: March 2010 Chapter 13 Page 8 of 18

Type

Load Sheet

Departure Control System (DCS)

Reports and Messages

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.4 Appendix 4 Page 01 Correspondence between ISAGO (PAX) and Procedure / Record
ISAGO Requirements
Passenger Handling Operations General

Date: March 2010 Chapter 13 Page 9 of 18

Saudia GS ISAGO (PAX)


CLAUSE PAX 1.1.1 PAX 1.1.2 PAX 1.1.3 PAX 1.2.1 PAX 1.2.2 PAX 1.2.3 PAX 1.2.4 PAX 1.2.5 PAX 1.2.6 PAX 1.2.7 PAX 1.2.8 PAX 1.2.9 PAX 1.2.10 PAX 1.3.1 PAX 1.3.2 PAX 1.3.3 PAX 1.3.4 PAX 1.4.1 PAX 1.4.2 PAX 1.4.3 PAX 1.4.4 PAX 1.4.5 PAX 1.4.6 PAX 1.4.7 PAX 1.4.8 PAX 1.4.9 PAX 1.4.10 PAX 1.5.1 PAX 1.5.2 PAX 1.5.3 GS Operation Manual 5.4.3 (c 6) 2.1 / 2.21 / 5.3 (h) 5.3 (h) 5.4.3 (c16) 5.4.3 (c 5) 4.15.5 / 5.4.3 (c 4 , 9) 5.4.3 (c 7) 6.3.3 5.4.3 (c 8 , 9) 5.4.3 (c 8) 5.4.3 (c 8) 5.3 (c) 5.4.3 (f) 5.3 (h 2) / 5.4.3 (c 2) 5.3 (h 3) / 5.4.3 (c 3) 5.3 (h 3 . 4) / 2.37.1 (a) Not applicable 5.4.3 (c 17) 5.4.3 (d) 5.4.3 (f) 5.3 (i) 5.3 (i) 5.3 (i) Not applicable 5.4.3 (c 2) 5.4.3 (b 2) 5.3 (e) 5.4.3 (b 2) /5.3 (b2) 5.4.3 ( 9f) Not applicable

Type

Passenger Checkin Procedures

Dangerous Goods

Security

Carriage of Weapons

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 4 Page 02 Correspondence between ISAGO (PAX) and Procedure / Record
ISAGO Requirements Saudia GS ISAGO (PAX)
CLAUSE PAX 1.6.1 PAX 1.6.2 PAX 1.6.3 PAX 1.6.4 PAX 1.6.5 PAX 1.6.6 PAX 1.6.7 PAX 1.7.1 PAX 1.8.1 PAX 1.9.1 GS Operation Manual 5.3 (b 3) / 5.4.3 (c 9) 5.3 (b 3) 5.3 (b 3) / 5.4.3 (c 9 , 19) 5.3 (b 3) / 5.4.3 (c 19) 5.4.3 (c 15 , 19) 5.3 (b) 5.3 (b 3) / 5.4.3 (c 9) Not applicable 5.3 (g) Not applicable

Date: March 2010 Chapter 13 Page 10 of 18

Type

Special Category Passengers

Company Mail Aircraft Access Passenger Boarding Equipment

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.5 Appendix 5 Page 01 Correspondence between ISAGO (BAG) and Procedure / Record
ISAGO Requirements
Baggage Handling Operations General

Date: March 2010 Chapter 13 Page 11 of 18

Saudia GS ISAGO (BAG)


CLAUSE BAG 1.1.1 BAG 1.1.2 BAG 1.1.3 BAG 1.1.4 BAG 1.1.5 BAG 1.2.1 BAG 1.2.2 BAG 1.2.3 BAG 1.3.1 BAG 1.3.2 BAG 1.3.3 BAG 1.3.4 BAG 1.3.5 BAG 1.3.6 BAG 1.3.7 BAG 1.3.8 BAG 1.3.9 BAG 1.3.10 BAG 1.4.1 BAG 1.4.2 BAG 1.4.3 BAG 1.4.4 GS Operation Manual 6.3.4 (b) 6.3.2 Not applicable 6.3.5 (o) / 6.3.7 (e) 6.3.5 (p) 6.3.6 (s & v) 6.3.5 (m) 4.15.13 / 6.3.6 (s , t) 6.3.5 (n) 6.3.6 (u) 6.3.5 (i) 6.3.5 Not applicable 2.39 (f) / 6.3.6 (o) 2.38.1 (i) / 6.3.5 (h) 6.3.5 (j) Not applicable 5.3 (e) 6.3.4 (c) / 8.3.7 6.3.4.c.22 / 8.3.5 6.3.4 (d) / 8.3.7 6.3.4 (e)

Type

Dangerous Goods

Security

Unit Load Devices (ULDs)

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.6 Appendix 6 Page 01 Correspondence between ISAGO (HDL) and Procedure / Record
ISAGO Requirements
Aircraft Handling and Servicing Operations General

Date: March 2010 Chapter 13 Page 12 of 18

Saudia GS ISAGO (HDL)


CLAUSE HDL 1.1.1 HDL 1.2.1 HDL 1.2.2 GS Operation Manual 3.14.1 / 3.14.4 5.3 (g) / 6.3.7 (c) / 6.4 6.3.7 (c) / 6.4 5.3 (g) 5.3 (g) Not applicable Not applicable 5.3 (g 2) / 8.5.1 (m) 8.7 3.13.2 / 3.14.7 / 3.17.1/ 9.3.4 3.17.1 8.4.1 8.4.1 (k) 2.20.1 (d) / 8.5.1 (e) 2.16.8 (j) / 2.20.1 (d) / 8.4.1 (b) / 8.5.1 (o) / 9.3.6 2.20.1 (d) / 7.3.6 / 7.7.3 (g) / 8.5.1 (o) 3.16.6 / 8.5.1 (n 6) Not applicable 8.4.1 (h) / 9.3 5.3 (g) / 8.5.1 (n) 2.20.1 (d) / 7.3.6 / 8.5.1 (f & o) 3.1.11 / 3.9.17 / 3.10.22 / 3.11.3 / 3.13.8 / 7.3.6 / 7.7.3 (g) / 8.5.1 (f , n 9/10 , o 2) 8.5.1 (n) / 9.3 8.5.1 (L) 3.9.16 / 3.14.8 / 5.3 (g 2)

Type

Aircraft Access

HDL 1.2.3 HDL 1.2.4 HDL 1.2.5 HDL 1.2.6 HDL 1.2.7 HDL 1.3.1 HDL 1.3.2 HDL 1.3.3 HDL 1.3.4 HDL 1.3.5 HDL 1.3.6 HDL 1.3.10

Ground Support Equipment (GSE)

HDL 1.3.12 HDL 1.3.13 HDL 1.3.14 HDL 1.3.15 HDL 1.3.16 HDL 1.3.17 HDL 1.3.18 HDL 1.3.20 HDL 1.3.21 HDL 1.3.22

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 6 Page 02 Correspondence between ISAGO (HDL) and Procedure / Record
ISAGO Requirements Saudia GS ISAGO (HDL)
CLAUSE HDL 1.4.1 HDL 1.4.2 HDL 1.4.3 HDL 1.4.4 HDL 1.4.5 HDL 1.4.6 HDL 1.4.7 HDL 1.4.8 HDL 1.4.9 HDL 1.4.10 HDL 1.5.1 Aircraft Servicing HDL 1.5.2 HDL 1.5.3 HDL 1.5.4 HDL 1.5.5 HDL 1.6.1 HDL 1.6.2 HDL 1.6.3 HDL 1.6.4 HDL 1.6.5 HDL 1.6.6 HDL 2.1.1 HDL 2.1.2 HDL 2.1.3 HDL 2.1.4 HDL 2.1.5 HDL 2.2.1 HDL 2.2.2 HDL 2.2.3 GS Operation Manual 3.10.11 / 3.21.3 / 5.3 (g 1) / 8.4.1 (l) Not applicable Not applicable Not applicable Not applicable 3.9.13 / 3.9.14 / 5.3 (g 1) / 8.4.1 (h) Not applicable Not applicable Not applicable Not applicable 2.34 / 2.35 / 2.35.2 / 2.35.3 (b) / 3.10.8 / 3.10.22 / 3.11.3 / 8.6 10.3.9 10.3.8 10.3.8 10.3.8 Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3.14.4 / 3.15.4 3.14.1 / 3.14.4 (f) / 6.3.4 (b) 6.3.4 (c & f) 3.14.4 (e & f) Not applicable 3.4.8 / 4.3.2 / 4.5.1 (e, f) / 4.9 (b) 3.2.2 (k) / 3.4.8 / 6.3.6 (a & s) Not applicable

Date: March 2010 Chapter 13 Page 13 of 18

Type

Passenger Boarding Equipment

Aircraft Security

Loading Management

Load Positioning

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 6 Page 03 Correspondence between ISAGO (HDL) and Procedure / Record
ISAGO Requirements Saudia GS ISAGO (HDL)
CLAUSE HDL 2.3.1 HDL 2.3.2 HDL 2.3.3 HDL 2.3.4 HDL 2.3.5 HDL 2.3.6 HDL 2.3.7 HDL 2.4.1 HDL 2.4.2 HDL 2.4.3 HDL 2.5.1 HDL 2.5.2 HDL 2.5.3 HDL 2.5.4 HDL 2.5.5 HDL 2.5.6 HDL 2.5.7 HDL 2.5.8 GS Operation Manual 3.14.5 / 4.3.6 2.37 / 3.14.4 / 3.14.5 2.35.1 (e) / 2.35.3 (c) / 3.14.5 (f) 3.2.2 (k) / 3.4.8 / 6.3.6 (f) Not applicable 5.3 (h)

Date: March 2010 Chapter 13 Page 14 of 18

Type

Dangerous Goods

5.3 (h)
2.20.1(d) / 8.5.1 (e) 5.3 (g 2) / 6.3.6 (r) 8.5.1 (n) / 9.3.4 6.3.6 (q) 6.3.4 (e) 3.2.2 (l) / 3.4.9 / 4.5.6 (d) / 6.3.6 (e) 6.3.6 6.3.6 (c) 3.2.2 (g, h, i) / 8.3 3.2.2 (c) / 3.4.3 / 8.3.5 3.2.2 (c) / 3.4.3 / 8.3.5

Loading Equipment

Aircraft Equipment

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.7 Appendix 7 Page 01 Correspondence between ISAGO (AGM) and Procedure / Record
ISAGO Requirements
Aircraft Ground Movement Operations General Aircraft Arrival and Parking (Power-in) Aircraft Departure (Power-out) Aircraft Marshalling Aircraft Ground Movement Assistance

Date: March 2010 Chapter 13 Page 15 of 18

Saudia GS ISAGO (AGM)


CLAUSE AGM 1.1.1 AGM 1.1.2 AGM 1.1.3 AGM 1.1.4 AGM 1.1.5 AGM 1.1.6 AGM 1.2.1 AGM 1.3.1 AGM 1.4.1 AGM 1.4.2 AGM 1.5.1 AGM 1.5.2 AGM 1.6.1 AGM 1.6.2 GS Operation Manual 7.3.1 (a) 7.3.7 7.3.7 / 7.3.11 (g 1) 3.18 / 3.19 / 3.20 / 7.3.5 7.3.4 7.3.3 / 7.7.4 Not applicable Not applicable 7.7 7.3.3 (a) / 7.7.3 (Note) Not applicable Not applicable 7.3.8 7.3.3 (a) / 7.3.4 (i) / 7.3.9 (e) 7.3.9 (a) 7.3.9 (b) / 7.3.11 (g 6) 7.3.9 (c) 7.3.6 / 7.7.3 (g)

Type

Aircraft Chocking

AGM 1.6.3 AGM 1.6.4 AGM 1.6.5 AGM 1.6.6

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 7 Page 02 Correspondence between ISAGO (AGM) and Procedure / Record
ISAGO Requirements Saudia GS ISAGO (AGM)
CLAUSE AGM 2.1.1 AGM 2.1.2 AGM 2.1.3 AGM 2.1.4 AGM 2.1.5 AGM 2.1.6 AGM 2.1.7 AGM 2.1.8 AGM 2.1.12 AGM 2.1.13 AGM 2.1.14 Aircraft Nose Gear-controlled Pushback and Towing Operations Procedures AGM 2.1.15 AGM 2.1.20 AGM 2.1.21 AGM 2.1.22 AGM 2.1.23 AGM 2.1.24 AGM 2.1.25 AGM 2.1.26 AGM 2.1.27 AGM 2.1.28 AGM 2.1.33 AGM 2.1.34 AGM 2.1.35 AGM 2.1.36 AGM 2.1.37 AGM 2.1.38 AGM 2.1.39 GS Operation Manual 7.3.11 (g 7) Not applicable 7.3.9 (d) 7.3.11 (g 6) 7.3.10 (g) / 7.3.11 (g 6) 7.3.10 (a) Not applicable Not applicable 7.3.10 (b) 7.3.11 7.3.11 (d) 7.9.3 Not applicable 7.3.11 (g 4) 7.3.11 (f) 7.3.11 (g 5) / 7.7 7.9.2 (c) 7.9.2 (d, e) 7.3.12 (w) / 7.9.1 (L) 7.5 7.3.12 (x) 7.8 7.9.1 (j) 7.9.2 (c) 7.9.2 (j) 7.9.1 (d) 7.9.2 (t) Not applicable

Date: March 2010 Chapter 13 Page 16 of 18

Type

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix Appendix 7 Page 02 Correspondence between ISAGO (AGM) and Procedure / Record
ISAGO Requirements
Aircraft Main Gear-controlled Pushback Operations Procedures

Date: March 2010 Chapter 13 Page 17 of 18

Saudia GS ISAGO (AGM)


CLAUSE AGM 3.1.1 AGM 3.1.2 AGM 3.1.3 AGM 3.1.4 AGM 3.1.5 AGM 3.1.6 AGM 4.1.1 AGM 4.1.2 AGM 4.1.3 AGM 4.1.4 AGM 4.1.5 AGM 4.1.6 GS Operation Manual Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable

Type

Aircraft Power back Operations Procedures

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Chapter 13 Cont.

GS OPERATION MANUAL
Issued by: JEDGS- Q Control 03 Approved by: JEDGS-H Effective March 2010 13. Appendix 13.8 Appendix 8 Operation Contact information: Name
Faisal Gabbani Suhail Al Hamed Ibrahem Al Sabet Khalid Hammami Abdullatif Al sefian Rashad Bahowini Adil Bokhari Khalid AL Guomari Yahya Asseri Mohmed Al Harbi Abdulaziz Al Zafer Nasser Al Zharani Ateeg Al Gohani Makki Al Otaibi Saad Al Garni Ali Al Hameed Abdulaziz Alkwaikebi Abdulaelaha Alawi Abullah Al Hameed Younes Esmat Mohmmed Al Makrmi Mufleh Al Hageri Nasser Yousef Abdullah Al zubair Mohemmed Al Asdi Vergeluo Rogyeal Meshari Bedawi Meshari Bedawi Mustafa Bedawi Mohemed Hadidi

Date: March 2010 Chapter 13 Page 18 of 18

Title
G.M. Operation (A) Chief Operation Operation Mgr. Local Station Manger Chief Ground Services Operation Mgr Operation QMR Head of QA Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Chief GS Station Supervisor Station Supervisor Station Supervisor Station Supervisor Station Supervisor Station Supervisor Station Supervisor Station Supervisor Station Supervisor

Location

Mobil
0505577005 0505850455 0503400332 0505715871 0505800388 0504649388 0503685184 0555550602 0500102616 0505367122 0558782032 0554588805 0569380666 0544044887 0541111194 0505159918 0555117770 0505717300 0505131445 0505306253 0555725354 0559303565 0564697079 0557675220 0507443663 0507228381 0507455240 0507455240 0555378755 0555113969

E-mail
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Chapter 13 Cont.