Dear Handling Agent, - mmd.airindia.co.inmmd.airindia.co.in/aimmd/tender/Tender for GH...

AIR INDIA LIMITED

Tender for Comprehensive Ground Handling Services including Passenger, Ramp, Cabin Cleaning, De-icing/Anti-icing & Flight Operations at Kansai International Airport, Kansai, Japan

Tender no. GH/COMP/KIX/2018/002

TENDER DOCUMENT

Sub: Comprehensive Ground Handling Services including Passenger, Ramp , Cabin Cleaning, De-icing/Anti-Icing and Flight Operations Services at Kansai International Airport, Osaka , Japan .

Dear Sir,

Air India Limited (AI), solely at its discretion desires to award Contract for availing “Comprehensive Ground Handling Services” comprising of Passenger Handling, Ramp Handling, Cabin cleaning, De-icing/Anti-icing and Flight Operations services for Air India flights at Terminal-1, Kansai International Airport, Osaka (KIX).

Handling Companies meeting following criteria are invited to participate in the tender process and submit their offers in the format provided.

(i) Handling Company must have experience of providing Passenger handling, Ramp handling, Cabin Cleaning, De-icing/Anti-icing and Flight Operations services to scheduled commercial airlines operating international flights at KIX Airport.

(ii) The handling company must have requisite permissions from local civil aviation regulator, security regulator and Kansai airport to provide above services at KIX.

(iii) Handling Company must have provided the passenger and ramp handling services as above to a minimum of 400 flights during year 2017, which must include atleast 150 wide body flights.

Please note offer must be on comprehensive basis, for providing service directly or by way of subcontracting as per Article 3 of Main Agreement of IATA SGHA 2013.

2. You are requested to submit your 'Sealed Offer' - Master Envelope on or before 28th

May, 2018 by 1700 hours in the office of :Mr. Shiv Kumar SharmaManager-West Japan,Air India Limited.3F,Osaka Kokusai Bldg.,3-13,2-chrome, Azuchi-machi,Chuo-ku,Osaka,541-0052 JapanTel:(+81) 6-6264-5916/5949Email: [email protected], [email protected], [email protected],

Response received after the due date, time and incomplete response are liable to be rejected.

3. The Tender response are to sent as per the following Annexes.

Annex-I Air India's current schedule of operations at Terminal-1, Kansai Intl. Airport

Annex-II Resource requirement, Procedures and Services Standards expectedAnnex-III Service Level Agreement(SLA)Annex-IV Services, terms and conditions of SGHA

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Handler’s Initial…..... Handler’s Company Seal.....

mailto:[email protected],



AIR INDIA LIMITED


Tender no. GH/COMP/KIX/2018/002Annex-V Handling Company Profile and Terms of Technical Evaluation Annex-VI Commercial Offer.Annex-VII Integrity Pact.Annex-VII-A Introduction for Integrity Pact (For information only)Annex-VII-B Guidelines for Integrity Pact (For information only)

Note: Annex-II, III, IV, V, VI, VII to be signed and stamped by the Handling Company.

4. MASTER ENVELOPE: For mailing of the offers against this tender (Containing Envelope 1&2)

It may please be noted that, both the offers (Technical and Commercial) must be put in separate sealed envelopes and then both envelopes must clearly super-scribe the following and submit these envelopes before the due date.

Tender No. Name, Phone no. and email ID of the Handling Company contact person. Technical Bid or Commercial Bid.

Envelope - 1:“H ANDLING COMPANY PROFILE- GH”(including Annex-II, III, IV, V & VII)

Information regarding Handling Company in general including the structure of Company, turnover and experience in relevant business and capability to provide offered handling services at Terminal-1, Kansai International Airport. Handling Company’s response must reply each point mentioned in Annex V strictly as per format of this Tender document. Air India reserves the right to reject the bids which do not comply and do not meet the requirements and experience or do not provide information in desired format or placing the commercial offer in “Technical Bid envelope”.

In this response services intended to be offered & provided, must be specified. “NO RATES MUST BE QUOTED OR INDICATED ON ANY OF THE DOCUMENTS IN THIS ENVELOPE.” Envelope – 2: “COMMERCIAL OFFER – GH” (Annex-VI) Quotation- ‘Annex-VI’ meeting the requirements of Annex II, III & IV (Version 2013 along with yellow pages of 36th AHM) be submitted in this envelope. The commercial offer may be submitted by responding against each para of Annex VI.

5. Responses received after the due date, time and incomplete response are liable to be disqualified. Air India reserves the right to accept or reject any bids and/or cancel the tender process at its own discretion. Offers indicating rate(s) in the Technical Bid or commercial offer received in the Technical Bid Envelope (Envelope – 1) is liable to be rejected. The attached check list must be submitted along with the technical offer. Air India reserves the right to withdraw the complete Tender process at any stage without assigning any reasons thereof.

6. Bid Opening process: of 46


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(i) Initially, the technical offers (envelope-1) will be opened on 1st June 2018, at the address given below:

Mr. Manoj KakarDGM, HCA, Ground Handling Hqrs.Room No-408, Airlines House113 Gurudwara Rakabganj RoadAir India Ltd.New-DelhiTel: +91 11 23422182, 23422162Email: [email protected]

The parties interested to witness opening of offers may send their representatives for the same.

(ii) The date and time of opening of commercial offers will be informed after physical inspection of the facilities of parties who are meeting the tender technical requirements.

(iii) Bidders will be informed about date, time and venue for opening of Commercial bid and for seeking any clarifications at the contact no. and email id indicated on the top of the envelopes.

7. For any clarifications regarding this tender, please contact Air India as per details mentioned below.

Mr. Shiv Kumar SharmaManager-West Japan, Air India Limited.3F,OsakaKokusai Bldg.,3-13,2-chrome, Azuchi-machi,Chuo-ku,Osaka,541-0052 JapanTel:(+81) 6-6264-5916/5949Email: [email protected],

Mr. Manoj KakarDGM, HCA, Ground Handling Hqrs.Room No-408, Airlines House113 Gurudwara Rakabganj RoadAir India Ltd., New-Delhi-110001Tel: +91 11 23422182, 23422162Email: [email protected]

Regards

Shiv Kumar SharmaManager-West Japan

Air India Limited of 46


mailto:[email protected]



AIR INDIA LIMITED



ANNEXURE - CHECKLIST

Check List to be submitted along with Technical Offer, for confirming inclusion of following documents.

Sr. No.

Requirements. Check Box(Yes/No)

TECHNICAL BID.1 Handling Company Profile as per Annex V.2 Relevant documents to establish eligibility (eg. Authorization from Airport

operator, approval of local regulatory bodies including Civil Aviation Authority, Experience and qualification of personnel etc.)

3 Acceptance of all paras, services, Terms and conditions of SGHA as per Annex IV.

4 Acceptance of Annex II, IV, V, VII and SLA as in Annex III.5 Letter from Company authorizing person to sign all the Offer Documents.

6 Envelope clearly indicating “Technical Offer” for Passenger, Ramp, Cabin Cleaning, De-icing/Anti-icing and Flight Operations services to Air India Flights at KIX and the name of Handling Company.

7 All the papers of tender document and quotation have been signed and stamped by the person authorized by handling Company.

COMMERCIAL OFFER1 Rates in Para 1 of Annex VI quoted are as per the format.2 Carefully read the note regarding calculation of Lowest offer.3 All the papers of tender document and quotation have been signed and

stamped by the person authorized by handling Company.4 Envelope clearly indicating commercial offer for passenger and ramp

services to Air India Flights at KIX and the name of Handling Company.

Bid Submission1 Commercial offer envelope is separately sealed.2 Technical offer envelope is separately sealed.3 Both envelopes are put in master envelope and addressed to Mr. Shiv Kumar

Sharma, Manager-West Japan, Air India Limited, 3F,Osaka Kokusai Bldg., 3-13,2-chrome, Azuchi-machi,Chuo-ku, Osaka,541-0052 Japan (as in para 2 of this cover note)

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Tender no. GH/COMP/KIX/2018/002ANNEX-I

1. Air India Current Schedule At KIX

DAYS FLGHT NO STA/STD A/C SECTOR

2,4,6 AI 314/315 1240/1410 B-787 BOM-DEL-HKG-KIX-HKG-DEL-BOM

NOTE:

i) The Schedule provided above is for KIX effective March 2018. It may be clearly noted that Schedule are subject to change & intimation of the same will be provided with reasonable Notice. AI flights operate from Terminal-1, Kansai Intl. Airport

ii) Any changes in schedule with reasonable notice will not be a ground for seeking any price escalation by Handling Agent.

iii) A/C configuration: (Subject to change without notice)

Aircraft type Passengers ULD Configuration

F J YPallet Container

B787-800 18 238 04 18B787-900* 22 250 04 22B777-200LR 08 35 195 04 18B777-300ER 04 35 303 06 24A330-200 00 24 255 04 14

(*)-Configuration is approximateNote: Aircraft type and configuration - subject to change without notice.

iv) Diversionary Airport in Japan - Itami(ITM), Haneda(HND), Narita(NRT) & Fukuoka(FUK)

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Tender no. GH/COMP/KIX/2018/002ANNEX – II

RESOURCE REQUIREMENTS AND SERVICE STANDARDS EXPECTED

This document will form a part of GHA and will be mandatory for Handling Agent for compliance. The Service Provider must have well established Quality and Safety monitoring systems, including but not limited to – Training of staff in requisite skills for operating the equipment & In-plane loading system, Safety Management Systems, Quality Management System, DGR, Hazard Reporting Systems, Regular Audits of processes etc.

1.1 PASSENGER HANDLING - RESOURCE REQUIREMENTS

Sr. No.

Job Description / Location Numbers / Parameters/Staff

Remarks/ Staff Qualification

1 Minimum no. of counters to be manned [F*/J] + Y(* as per applicable aircraft type)- Counter opening at D-3 Hrs (check-in service level to be adhered as in para 1.2)

01F*/01J/5YY class may vary subject to booked load (4 to 5) with carrier’s prior permission

Minimum 1 year of experience in flight handling for check-in agents

2. Counter for excess baggage collection/e-ticketing counter/cashier/ transfer service desk including upgrades /down grades/ re-booking/ re-issuance /rail & fly etc. (counter for 3 hrs)

01 counter for 3 Hrs (from D- 3 to till departure )

Fully conversant with ticketing/fares, BSP/IATA procedures, handling of FIM’s & Re-bookings. Around Check In counters

3 Overall flight Supervision (Pax & Ramp supervision) dedicated- TRC (sub-item 1.3.2 of Annex-IV)- Liaison with Ramp / Bag- room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies.

01 Supervisor Minimum 2 years of experience as supervisor for flight handling activities( Fluent in English) and continuity/regularity of the same person to be maintained.

4 Pre-flight Planning, Loading instructions, Trim, Service (coupon) control,

01 Experience on B-787 aircraft

5 Accounting the Correct count of check in passenger, closing all e-tickets and take care of pre and post flight functioning.

01 Flt. service controller/ counter supervisor

Minimum 1 year experience in flight handling for designated work.

6 Departure activity / Boarding Gate (For Transit Count / Departure Count and handling/ counting/ monitoring of UNM/VIP/CIP/WC/YP/Lounge etc.)

02 + 03 Multi tasked staff (Diverted after counter closing at D-1)

Minimum 1 year experience in flight handling for designated work.

7 Kerb side assistance for 1st / business class passengers / VIPs / CIPs (on request &

01 Staff Minimum 1 year experience in flight

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Tender no. GH/COMP/KIX/2018/002Sr. No.

Job Description / Location Numbers / Parameters/Staff

Remarks/ Staff Qualification

recharge basis only) handling for designated work.

8 Customer Services Area, to assist Passengers, Lost, Found / Damaged property matters /PIR, Tracing etc./Mishandled Baggage and baggage related issues, complete handling of Passenger claims under item 2.1.6(as per AI instructions only) To Process and Conclude every missing baggage case in accordance with AI Rep. To be stationed in Carrier’s back office after flight departure & before arrival

01 Manager and 2 staff on flight days

Minimum 1 year experience in customer relation & process claims in English (liaison with AI rep) in baggage handling. Fluent in Hindi / English

9 Departure Control System AI’s SITA DCS System

Departure Control functions must be handled in AI's System with dedicated staff

10 Assistance for CUSS (as and when implemented)

01 To assist passenger

10 Floor Walker ( Guiding pax to counter, Pax Queries in Line, Monitoring Pax movement till boarding area)

02 Minimum 1 year of experience in Passenger handling (fluent in English)

11 Porters(as per local procedure) 03 To assist at Counters for baggage movement

12 Arrival 4 Minimum 1 year of experience in Passenger handling

13 Ramp Supervisor with radio set for Ramp / Bag Room/ Connections/ Cleaning/ Catering/ Baggage reconciliation and other concerned agencies

01 staff Minimum 1 year of experience

Note: 1. All these agents/ staff should be available for AI flight handling on dedicated basis

during Air India Flight operations hrs. to ensure uniformity & continuity of staff and minimize Training inputs.

1.2 Passenger Service standards:

Sr. no.

Service Requirement Standard

1 Flight briefing to all Agents & staff

D-3 Hrs

2 Opening of Check-in counters 3 hrs before STD (after briefing)3 Closing of Check-in counters D-1 hrs.

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Tender no. GH/COMP/KIX/2018/002Sr. no.

Service Requirement Standard

4 Open Gate service Counter D- 75 mins5 Maximum waiting time in queue Premium/ priority class pax – 5 mins

Economy class – 15 mins6 Maximum check-in process time Premium/ priority class pax- 5 mins

Economy class – 3 mins7 Boarding to commence 45 mins prior to ETD8 Close all ETs Before closure of flight in check-in

system9 Send Departure Messages D + 30

10 Load sheet / PIL/Manifest/Seat Charts/ LIR to be delivered to Aircraft by Load Controller

To be delivered to Aircraft 30 minutes before ETD.

11 Baggage Tracer message by 3 hrs after arrival12 Flight plan/WX charts NOTAM

document to be handed over to captain

D-90 minutes or before at the time of crew briefing

13 NOTOC to be reached at Aircraft D-60 Mins14 Offload GNS (gate no show) Pax

baggage.D-20

15 Boarding to complete D-2016 All Door closed D-10

1.3 Service Standards & Procedures for Passenger Handling

1.3.1 Service Quality

i. Staff will report for duty well groomed, in proper uniform and name plate and Air India Logo / Insignia.

ii. Continuity should be maintained with regards to staff/ agents/officers serving Air India flights.

iii. The staff must be smartly dressed, wear readable name Badges. Only the staff, trained for Air India process to be provided for flight handling as per resource requirement. A service agent should not be given simultaneous duty allocations.

iv. Courteous and efficient services with a smile are most important parameters for quality of service to the Passenger.

v. Extra care must be taken and all possible assistance must be provided to elderly passengers, differently able, ladies with children, UNMs and VIPs/CIPs..

vi. Before opening of Counters, the Check-in staff for passenger handling must attend the Flight briefing session/ special instructions conducted by the Carrier’s Manager.

vii. Agents knowing Hindi or any other Indian language will be preferred.viii. First/ executive class VIP/ CIP passengers with their baggage must be assisted

right from the curb point reception desk (subject to advance intimation of arrival) till check in and later to the lounge and then to the aircraft.

ix. All agents should have a minimum qualification of High School completed.

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Tender no. GH/COMP/KIX/2018/002x. Air India may choose to provide its own Indian uniform for the staff at appropriate

time. Till then the Handling Agent will provide them with their uniforms.xi. Air India will provide initial training on AI specific systems and procedures by

deputing an instructor at its own cost. The Handling Agent will depute maximum number of staff to undergo the training and will absorb the staff cost for training and arrange for appropriate training facilities. If the Handling Company, in future, wants additional training for their staff due attrition / high turnover, the Handling Company will agree to pay for all training Cost.

xii. Handling Company shall comply with the security procedure introduced from time to time.

xiii. Handling agent is responsible to co-ordinate with the agency appointed for provision of wheel chair & Ambu-lift / Medi-lift services.

xiv. Handling Company will ensure that Carrier’s logo, Signage’s, flight details and other notices as specified from time to time, by the Carrier are properly displayed at the Check-in counters and Boarding gates.

xv. Loading of baggage and cargo should be as per given load plan. GHA must take appropriate action for handling priority baggage, cargo and mail.

xvi. Complete handling and full support to Deportee passengers will be given by the Handling Company which will include:

a) Flight arrangement on Air India or other carrier.b) Assistance to passenger (Meals/telephone/baggage check at Customs/

escort to gate for return flight and other unanticipated incidents).

c) Arrangement of hotel accommodation and security guard as and whennecessary.

d) Assist carrier in coordinating with Handler/ Handling at Diversionary Airport.

1.3.2 Safety, Quality and Audits

i. Baggage reconciliation will be carried out in accordance with the carrier’s security procedures in the baggage make-up area/designated area in co-ordination with Security before the loading process.

ii. The Carrier will perform periodical Audits to ensure that the Handling Company complies with all Regulations, and Air India quality standards.

iii. At all times, while rendering the Ground Handling services, safety procedures should not be compromised.

iv. The Handling Company will comply with all requirements under JCAB and follow laws/rules with the IATA, ICAO, SAFA, Air India, local airport regulator and LBA, regulations and any other Local Civil Aviation Authority/ local / mandatory regulations by DGCA Regulatory Authority.

v. Periodic Review meetings(fortnightly/ or at-most monthly) will be held between the Carrier and the Handling Agent to review the quality of service provided by the Handling Company as against the agreed SLA and discuss any process modifications if required to meet the SLA requirements.

vi. The Handling Agent shall make all possible efforts to overcome deficiencies in standards of service brought to their notice during the flight handling activities, within a reasonable time frame.

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Tender no. GH/COMP/KIX/2018/002vii. A daily review will be done by way of exception reporting form(ERF). This

form will be filled up for each flight handling by carrier’s representative and will be jointly signed with TRC/ Duty officer of GHA.

viii. The Handling Agent shall make all possible efforts to overcome deficiencies in standards of service brought to their notice during the flight handling activities, within a reasonable time frame.

ix. Staff working in operational area are to be trained in Airside Safety and SMS (Safety Management System).

1.3.3 Delays and Disruptions

i. In case of delayed arrival of the flight, the Handling Company shall endeavor to reduce the ground time in order to make up the delay and depart the flight on time. It will be the responsibility of handling agent to ensure that all flights depart as per their schedule.

ii. Handling Company will coordinate all activities in case of diverted flights. All activities involved in coordination with diverted airport to be handled during any time of the day.

iii. For delayed (long) or AOG flights in case of exigency handling company must provide additional required staff to assist in rebooking stranded passengers or making hotel arrangements etc.

iv. Re-booking / Revalidation & Reissue of tickets in case of flight disruption due any reason must be done by handling Company within 2 hrs of flight cancellation and transfer passengers thereafter.

v. In case of flight irregularity, delayed or cancellation, the Handling Company will issue FIM/ rebooking.

1.4 Functioning of Officers/ Agents/ Staff:

1.4.1 Passenger Services Supervisor-TRC (Dedicated Supervisor)

i. TRC to ensure full Co-ordination with Ramp Agents at aircraft , makeup and break up for Counter opening and closing, dispatch of first and last F/ J/ Y Class baggage, Baggage reconciliation coordination, ramp loading, offloading, Make-up, break up liaison etc.

ii. Pre Catering Order.iii. Ensure to sent Delay / Departure / Special Handling messages/ WCHR messages

etc.iv. AOS- Area of sales- Reports prepared on a daily basis.v. Arrange count and cross check for arrival/ Departure no of WCHR(provided by

other agency) on random basis.vi. Overall flight Supervision (Pax handling & Ramp supervision) dedicated-TRC

(sub-item 1.3.2 of Annex-IV)- Liaison with Ramp / Bag- room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies.

vii. Flight supervisor along with the service controller will ensure total compliance of error free APIS transmitted to base station, India. Service controller to ensure that APIS data to be updated and transmitted to India for Indian bound passengers and crew separately. APIS data in UN EDIFACT to be updated and transmitted to US/Canadian Customs for US/Canada bound passengers and crew separately as

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Tender no. GH/COMP/KIX/2018/002per TSA guidelines. TSA Regulations for ‘NO FLY & SELECTEE’ list to be complied with. Any fine levied to the Carrier for non-compliance will be charged to GHA.

viii. TRC must be in co-ordination with passenger handling coordinator and report all below the wing activities to APM-Air India. TRC is responsible for monitoring and coordination.

ix. Ensure that NSFT (not seen for transfer) message sent to destination station from back office latest by D+20.

1.4.2 Dedicated Service Controller (Counter Supervisor)

i. Will brief all check-in Agents thoroughly as per briefing attended with Air India Duty Managers. Supervisor and floor walkers must promote AI services e.g. “Get up Front” scheme where upgrades are bought at the airport, and any other offers of Air India that are announced from time to time.

ii. Ensure proper queuing maintained at all times. If a particular passenger/group at check-in counter are waiting for too long, check reason and suggest passenger/group move away from check-in counter to make way for other passenger to check-in and sort out the passenger/group problem.Ensure staff do not get into altercation with passenger at check-in or Customer Service Desk.

iii. Ensure that Floor Walker checks passenger name against list of passenger direct them first to Customer Service desk.

iv. No Fly List/Selectee List procedures should be strictly adhered to. When required necessary clearance should be obtained from Security Department and NFL/SL Cell.

v. The number of Check-in counters shall be as specified by the carrier in the Resource requirement in order to avoid long passenger queues.

vi. Accounting the Correct count of check in passenger, closing all e-tickets and take care of pre-flight & post flight functioning.

1.4.3 Arrival Agent: (three)

i. To meet the flight.ii. Ensure all First and Executive class passengers are facilitated. iii. Assist transit passengers on arrival and provide necessary information and

documentation, check-in and smooth transfer of passengers to the connecting carrier.

iv. Check in PSS the Wheelchair requirements and also verify with crew and arrange requisite number of wheelchairs for passengers and confirm the counting of WCHR provided.

v. Liaison with Ramp supervisor to receive arrival/off-loaded Strollers/car seats/gate bags/ Automated Wheel chair from ramp(loaded in bulk) to jetty at aircraft door.

vi. Proceed to arrival hall and check if Priority Bags taken off belt and kept available for First and Executive class passengers.

vii. If bags take time to be delivered, liaise with ramp supervisor to ensure timely delivery.

viii. Arrange for baggage handlers to offload bags if Immigration queues too long and same bags going around on baggage belt.

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Tender no. GH/COMP/KIX/2018/002ix. Note down actual timings for first and last bag and give the same to

TRC(Turnaround co-ordinator)/ APM-AI on a daily basis. Do not rely on Airport Authority timings of first and last bags.

x. While in arrival Hall, ensure two arrival staff available at Baggage Hall for passenger assistance.

xi. Monitor and note number of PIRs raised.xii. Monitor and identify hot connections and assist promptly.xiii. Check and ensure that crew transport has arrived. xiv. Check that cleaners are available to board as soon as the crew clears aircraft for

cleaning.xv. Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically

quick.

1.4.4 Gate Agent (Departure):

i. Ensure boarding staff arrives at gate 30 hr. prior to boarding along with stationery.ii. Ensure mandated announcements are made from time to time.iii. Board crew.iv. Check with crew for commencement of boarding.v. Ensure boarding in an orderly manner, in priority as advised by Carrier’s Duty

Manager. Follow the star alliance procedures for boarding of premium passengers. vi. Monitor passenger hand bags closely and charge EBT whenever applicable. If

situation is getting out of control, seek AIR INDIA Official’s assistance and guidance/decision.

vii. Motorized wheel chairs at the boarding gate and after tagging them handover to ramp Handler securely for loading in Security Container/Bulk.

viii. Monitor floor walkers and ensure they regularly check security area for our last minute passenger.

ix. D-30 assess the number of passengers not boarded and bring to Air India Duty Manager’s attention.

x. In case of gate no show, etc., liaise with ramp supervisor of ramp handler, if bags to be offloaded. Timely action must be taken to off load his/her baggage to avoid delay to flight departure.

xi. Ensure Ramp supervisor forwards Strollers/car seats/gate bags/ Automated Wheel chair to ramp to be loaded in bulk.

xii. Ensure all documentation (PIL/Manifest/Seat Charts/Load sheet/LIR) are on board D-30. NOTOC must reach at D-60 mts on aircraft.

xiii. All passengers must be on board at least 20 minutes before departure.xiv. Once all on board as per system, tally boarding stubs and sign certification sheet

and hand over to Air India Official for Flight release.

1.5 BACK OFFICE (performed by One Duty Manager and 2 Staff) :

i. To prepare Flight briefing with relevant Special handling messages on daily basis.ii. Sorting telexes/ mails.iii. Printing PNL’s and special handling for next flight iv. Read Out Complete (ROC) for next flight.v. To liaise with Limo service provider for Business/ First* class passengers for

arrivals and departures.

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Tender no. GH/COMP/KIX/2018/002vi. Sending meals figures as per the laid down procedure. vii. Faxing / email information sheet to relevant department.viii. Answering phone calls and maintain log for messages.ix. Delay / Departure / Special Handling messages/ WCHR messages etc. x. Area of Sale (AOS) Reports prepared on a daily basis.xi. Liaise with CUTE/SITA in case of system failure, action of telex messages and

liaising with other agencies for WCHR / Ambu-Lift/ Stretcher Cases.xii. Ensure all post flight messages such as Hazmat reports, E-ticket closure reports,

Departure reports etc are sent on a daily basis.xiii. Prepare and maintain a flight folder for each flight and maintain it for atleast 180

days. The file will include all documents and flight messages, the final load sheet with remarks and signatures, the balance chart if done manually, any last minute changes and sent for a particular flight and handover to AI Rep on daily basis.

xiv. Regular handing over of Revenue documents and other flight documents to Air India Official.

xv. Daily sales report summary shall be submitted to AI office after the flight for reconciliation with the system reporting.

xvi. Handle EMD resolutions for Electronic FIMS, EB/ E-ticket / MCO cases, and submits sales reports on monthly basis.

xvii. Check that e-ticket status of flown/ utilized tickets for ex KIX is not open, if so inform Air India Manager.

xviii. Ensure that NSFT (not seen for transfer) message to destination station (for generating AHL at destination station) for baggage pieces not loaded into aircraft for any reason be, by D+20 minutes.

1.6 PASSENGER HANDLING AT CHECK-IN COUNTERS:(Follow star alliance procedure)

i. Greet Passengers with a smile.ii. Efficient, Customer friendly and warm service.iii. Travel documents of passengers shall be checked by Handling Agent’s Check-in

staff at the counters.iv. Supervision to be done by Handling Agent’s supervisory staff proficient in AI

flight Handling.v. Pre check-in of First and Executive Class and VIP/CIP passengers to be done to

reduce time spent at the counter.vi. Monitoring of RBD Violation mismatch, Date change penalties, fare difference etc

and collections to be made accordingly.vii. The number of check-in counters shall be as specified by the Carrier above in Para

1.1 of the Resource requirement in order to avoid large queues of passengers and to ensure passenger check-in time. The counters are to be increased accordingly to keep the passenger check-in waiting time at most 13 Minutes.

viii. Agents will ensure that excess and /or oversized hand baggage is not allowed and gate withdrawal of such bags must be avoided.

1.7 SPECIAL HANDLING:

a) Departures :

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Tender no. GH/COMP/KIX/2018/002i. Staff positioned at the First Class/ Business Class counter to greet and

assist passengers for Check-in and assist / guide them to the airport facilities including the lounge. At the time of boarding escort all passengers from Lounge to the respective gate.

ii. Monitoring customer service at check-in line, to assist first/executive class passengers with their baggage and departure agents to ensure retrieving heavy/odd size/cabin restricted hand baggage/ strollers.

b) Transit/Arrival :

Staff to meet First Class/Executive Class passengers at the gate on Arrival and guide them/escort them to Immigration/Customs

Additionally we have VIP movements through VIP Suites. This would require 1 member of the team to facilitate the VIPs on Departures/Arrivals. Further please note that on occasions the special handling staff would be required to receive/see off/facilitate passengers connecting out of other Terminals.

1.8 FLOOR WALKER & PASSENGER ASSISTANCE :

i. To ensure queues are setup and prior to check in/boarding.ii. To escort passengers to Out of Gauge (OOG).iii. Liaise with WCHR service provider (ADP) to ensure timely assistance to PRM

passengers.iv. Handling of baggage for our premium passengers as advised by Air India Duty

Manager from time to time.v. To assist in gate no show (GNS) process.vi. The floor walker must have working knowledge of Hindi, English and Japanese.

Floor walker will be selected in consent with Air India’s IBO Manager.

1.9 TICKETING and CASH COLLECTION for Tickets and other services

Staff working at this desk should have knowledge of Reservations/Ticketing and Fare Construction in addition to the following:

i. Issuance/Reissuance of tickets. ii. Issue EMDs for Penalties, Excess baggage etc.iii. Rebooking passengers with mis-connections/FIMS.iv. In case of over bookings alternate flights to be looked for with other airlines prior

to commencement of check-in.v. Handling company will provide collection facilities for excess baggage and

issuing or rerouting MCO/ E-FIMS / E-ticket.Documents (including but not limited to excess baggage coupons and check in tickets- as required) to be reconciled according to carrier’s instruction and forward to AI office immediately together with a daily sales.

vi. Accounting of revenues at the end of each shift.vii. Telex message/email to destination/enroute stations for deportees to be sent post

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Tender no. GH/COMP/KIX/2018/002flight, clearly indicating if COD or not.

viii. Revalidation of the tickets in case of flight cancelation. ix. Provide rail and fly tickets as and when desired.

1.10 ARRIVALS:-

i. Jet Bridge to be operated/arranged to be operated and aligned to the Aircraft as per local procedure.

ii. Staff to be at the gate at least 10 minutes prior to ETA of flight.iii. Passengers needing special attention e.g. Wheelchairs, UNM’s, Deportee etc shall

be handled by the staff.iv. Staff to guide passengers to Arrival Hall and provide assistance in the Arrival hall

for baggage collection and decongest the baggage delivery belt in arrival hall to expedite baggage collection by passengers.

v. Liaison with authorities for any Inadmissible passenger and to inform Air India Official accordingly.

1.11 DEPARTURES:

i. Staff to be positioned at the boarding gate 30 minutes prior to boarding commencement.

ii. Travel documents to be checked for all flights at the departure gate.iii. Proper queues of the passengers to be formed to ensure orderliness prior to

Boarding.iv. Zone/Row wise Boarding as per Star Alliance procedure, with special

attention/handling of premium passengers to be done and regular announcements to that effect to be made.

v. Staff to be positioned at each jet bridge entry point (step ladder in case the aircraft is parked on tarmac position) for retrieval of stubs of boarding cards.

vi. Staff to be positioned at the time of boarding to keep correct count of stubs and highlight the check sheet.

vii. Retrieval of any Hand baggage / Stroller and Security items and to be assigned to ramp for loading into the Aircraft.

viii. 100% accuracy to be established in respect of the correct count of passengers / transit cards and Boarding card stubs, which is a mandatory requirement of the security procedure followed by AI as per the guidelines of Bureau of Civil Aviation Security Govt. Of India. No deviation to be made at any time.

1.12 BAGGAGE HANDLING - L ost & Found/Baggage Office :

Two dedicated arrival staff to be deployed for Baggage Services for the following:Staff to be deployed in customs hall on arrival of flight to deal with passenger’s queries and for Baggage Services for the following.

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i. To obtain a list of each arrival flight of passengers missing bags (NSFT) and inform them well in advance.

ii. Complete Property Irregularity Report (PIR) for missing / damaged baggage of passengers.

iii. Replace damaged bags (in consultation with AI Official).iv. Offer interim relief to passenger (in-consultation with AI Official) v. Record any baggage left over from the flight and arrange safe custody vi. Transfer/re-tagging of any baggage if advised by transfer desk.vii. Hand out security items to passengers.viii. Forward copy of all baggage reports / On hands to KIXLLAI*/DELKGAI every

day.ix. All reports to be put into World Tracer and send tracer messages.x. Carrier’s Official to be informed immediately of any First Class / Executive Class

baggage missing on arrival.xi. On arrival, all mishandled baggage should be dispatched as soon as possible. Any

special deliveries will be in-consultation with AI Official.xii. Follow up for 21 days for any MHB/PIR raised.xiii. If earlier MHB not arrived as intimated, send message to station. xiv. Handling of baggage for our premium passengers as advised by Air India Duty

Manager from time to time.xv. To check RAF (Retrieve AHL File) on a daily basis.xvi. To monitor all flights in arrivals for smooth handling.xvii. To help with all admin duties in baggage office and typing letters. xviii. Attend phone calls.xix. Prepare document in advance for mishandled baggage upon receipt of message

from the previous station (NSFT) and provide necessary assistance [Raising of PIRs and creation of files in World Tracer System with follow up for 21 days.]

1.13 CREW HANDLING (For Flight Operations Services)

i. The Handling Company staff to prepare briefing sheet in advance. Briefing of dedicated Supervisor with AI Official prior to arrival of flight/joining crew.

ii. To meet & assist and escort both incoming & outgoing crew. For outgoing crew, baggage handlers to be provided to deliver crew baggage from Airport Entrance to check-in counter. ( as per local airport procedure)

iii. To Liaison with DEL/BOM Dispatch for flight plan or other relevant documents and the same to be made available for crew.

iv. To liaise with crew hotel for making necessary crew wake up calls. Baggage/porter services on arrival/departure. Advise hotel about operating crew allowances if authorized by Air India Officials.(on request of AI representative only).

v. To do crew briefing at the time of departure and to liaise with BOM/DEL

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Tender no. GH/COMP/KIX/2018/002Operations in case of any difficulty. Flight plan to be generated and handed over to the crew and the fuel figure has to be passed on to load sheet staff and the Ground Engineer including CIC.

vi. The crew baggage on arrival to be delivered at same Terminal.Crew APIS entry in SITA DCS is to be performed before closing counter along with the Pax APIS.

1.14 FLIGHT OPERATIONS FUNCTIONSi. The handling Agency meets the requirements and has the approval from the

Local Authority to carry out the Flight Operations functions.ii. Functions mentioned in para 1.1.1 of Annex – IV of this tender as per IATA

SGHA 2013 are to be performed only by the qualified, certified and experienced staff.

iii. Staff communicating with the crew on RT should be qualified and appropriately licensed.

iv. Staff handling Flight operations functions should be familiar with the Flight Dispatch activities and should be well conversant with the following activities/Functions:a) ICAO ATC flight plan format.b) Filing the flight plan with ATC. c) MET folder (collecting from local MET office/down loading from

website ). Print all relevant documents (by Handling Company only) required for Flight operations which is to be handed over to operating Captain

d) R/T Terminology.e) Operational Flight plan being supplied by vendors / carrier. f) Operationaldocuments/information(Flightplan/WXChart/NOTAM

/NOTOC)will be prepared by Handling Company and delivered to the flight commander.

v. The handling Agency should be able to provide Flight Operations Services at the Company Designated Alternates for Kansai Airport. (i.e. Designated Destination Alternates for KIX as mentioned ) in case of diversion.

vi. Air India or Director General of Civil Aviation of India, single or jointly may inspect flight operations facility of the vendor, to confirm the flight operations set up, operational capabilities and qualified manpower to provide flight operations functions.

1.14.1 LOAD CONTROL & FLIGHT PLAN DOCUMENT ( In case of Carrier’s CLC only)

i. ACARS LOADSHEET shall be transmitted to the aircraft from Central Load Control (CLC), Mumbai, India.

ii. A CLC Co-ordinator of handling agency (in liaison with carrier’s CLC base station) for printing Flight Plans, Load Information Report (LIR) and Load Sheets from a printer and/or LIR & Load sheets from Gate printer, must be deployed for handing over to Operating Crew & Loading Supervisor well in advance. Loading

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Tender no. GH/COMP/KIX/2018/002of Baggage and Cargo should be done as per the given load plan to Ramp loading supervisor. Sufficient copies of flight plan to be provided at the time of CIC briefing.

iii. Flight Plan docs to be presented to the Captain 60 minutes prior to ETD. iv. RTOW & Take-Off Fuel details obtained from Captain shall be transmitted by the

CLC Coordinator to CLC for preparing the FINAL LOADSHEET. v. In case of Nön-receipt of ACARS Loadsheet by aircraft by D-20, the CLC

Coordinator shall collect the FINAL Loadsheet either from APM's Email ID or from Gate Printer and handover the same to Captain. A signed copy of the same shall be obtained and sent to CLC on email and maintained by the station.

vi. Ship papers and other relevant documents to be presented to the Cabin In-Charge (CIC) at least 20 minutes prior to ETD.

vii. Post flight messages to be dispatched 30 minutes after flight is airborne ensuring all LMC’s reflected and correct Load message transmitted. All information is to be sent to [email protected] .

1.14.2 FLIGHT CONTROL:

i. Pre-seating to be actioned prior to check-in for the following:ii. Wheelchairs, UNM’s / YP’s, Infants, Families of three and above and VIP/CIP

and for all ASR seats.iii. Check if onward flights have been initialized in the system prior to

commencement of check-in. If not, necessary action to be taken.iv. Carrying out necessary upgrades as per requirement of AI.v. Notation for NFL/SFL/CLR passengers.vi. Proper Flight Initialization and Flight Closure procedures are followed.vii. Meal uplift orders are to be given to kitchen D- 5 HRS.viii. Tallying sector-wise / class wise flight coupons with system counts.ix. Post flight messages to be sent after departure of flight including APIS for the

Crew, Special handling messages, Inadmissible messages, UM messages.APIS data to be updated and transmitted to base station at DELIN after close of the flight. Any fine levied to the Carrier for non-compliance will be charged to GHA.

x. Preparation of flight coupon uplift statement.xi. Ensure that all E-tickets are closed and difference in fare if any is collected and

same confirmed to Air India Official.xii. Flight arrival/departure to be updated in the system.xiii. Check-in of Operating and Cabin Crew baggage will be done by the check-in

Staff.xiv. ZFWT will be calculated and briefed to flight commander by Handling company.

1.14.3 LOAD CONTROL:

i. Fully trained staff licensed for preparing Trim Sheets of AI Aircraft shall be deployed for handling the Load control and preparation of Trim Sheet as per requirement of AI procedures, weight and Balance manual.

ii. Load Sheet/flight docs to be presented to the Captain 20 minutes prior to ETD.iii. Ship papers and other relevant documents to be presented to the In Flight Supervisor at

least 20 minutes prior to ETD.

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Tender no. GH/COMP/KIX/2018/002iv. Post flight messages to be dispatched 30 minutes after flight is airborne ensuring all

LMC’s reflected and correct Load message transmitted.v. Manual load sheet to be prepared/ signed and records maintained as per the carriers

requirement. 2. RAMP HANDLING

Ramp Handling is the most important part of Ground Handling Services and safe operations of flights greatly depends on the quality of service at the Ramp. The Ramp Handling Service Provider must have well established Quality and Safety monitoring systems, including but not limited to – Training of staff in requisite skills for operating the equipment & In-plane loading system, Safety Management Systems, DGR, Hazard Reporting Systems, Regular Audits of processes etc.

2.1 Service Standards:

Sr. No.

Job Description Numbers / Parameters

1 Positioning of complete set of Ramp Equipment & Manpower required for the type of aircraft on the parking bay allocated for Air India Flight. (2-CPL & Transporters, 1-Access Trestle (for hold door operating panel), 1-BFL, 2-Tugs and requisite number of Dollies & Trollies), 08 wheel chokes, six Safety cones, Stairs/GPU/ACU/ASUas and when required, Pushback and compatible towbar

ETA – 10 minutes and ETD – 60

2 Baggage Delivery (on the Belt). Timings are subject to airport standardsa) First Bag : First / Executive Class A + 5 minutesb) Last Bag : First / Executive Class A + 10 minutesc) First Bag : Economy Class A + 10 minutesd) Last Bag : Economy Class A + 40 minutes.

3 Last Baggage release from baggage make up D-30 minutes4 Loading on A/C to be complete and holds closed. D-15 minutes.5 All arriving cargo from Aircraft to cargo warehouse A + 60 minutes.6 All departing cargo to be under the aircraft D-180 minutes.7 Closure of holds D-10 minutes.8 Connect Tow Tractor and Tow Bar D-10 minutesNotation: A – ETA, D- ETD

2.2 Ramp P rocedures and Service Levels

i. The Priority sequence for the Baggage offloading and delivery will be:Ramp /flight Supervisor must ensure availability of Aerobridge operator at ETA-10mts and STD-10 mts.

ii. The timings of first and last bag on the belt to be maintained and submitted to the Airport Manager for each AI flight.

iii. Ramp Supervisor must ensure Aerobridge is positioned safely on arrival of the aircraft.

iv. All the Ramp Staff must be trained for Safety, DGR handling and duly

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Tender no. GH/COMP/KIX/2018/002authorized for operating the type of Ramp equipment being operated and the training records to be made available on request.

v. Ramp staff to be lined up to be clearly seen on ramp while receiving the Aircraft and departure of Aircraft at designated location on ramp. All ramp staff to wear high visibility jacket, Ramp Shoes and Safety gear as per Airport requirements, while working on ramp and to be provided by handling company.

vi. Ramp Supervisor to sign and return the loading sheet certifying, that “Loading has been carried out as per given loading plan.”

vii. Trestle is used to open the Cargo Holds (Front/ Aft) and after that the CPLs are positioned on the Aircraft.

viii. Tugs on Ramp and Baggage room will be used for movement of arrival baggage from ramp to arrival hall/break-up baggage area and baggage make-up area to aircraft.

ix. Last joining Baggage must be released from baggage/ make up room by D-30 mts.

x. Loading on A/C to be complete and holds closed by D-15 mts. xi. Utmost priority to be given for delivery of First / Business class baggage.

Hence immediately on arrival, the priority containers to be offloaded and taken to the arrival. In case of the message about first / Executive class baggage loaded in bulk same should be immediately offloaded and taken to arrival. The sufficient number of manual Loaders/Porters to be allocated for offloading of baggage in time.

xii. The Priority sequence for the Baggage offloading and delivery will be:

a) First & Business Class Baggageb) Connecting Baggagec) Crew Baggaged) Economy Class Baggage

xiii. Departing baggage should be loaded destination wise as per given plan and “mixed can” loading not to exceed ONE can per flight unless agreed by AI in certain situations.

xiv. Handling Agent will submit for each flight. 1) Baggage Room Report-containing the list of names with timings of the staff allocated in the Arrival and Departure baggage rooms and report of any deviation in loading of baggage and 2) Ramp Handling Report- giving names and timings of staff allocated on ramp along with Cans numbers on offloading and loading plan, duly signed by ramp supervisor.

xv. F/J class baggage if loaded in any other can for some reason, must be reported on loading sheet.

xvi. The staff in the Baggage Room will remove the baggage stubs from the baggage being loaded in the ULD on the respective BRS chart to facilitate BRS or alternatively the staff to carry out scanning of the baggage tags as per local procedure.

xvii. Baggage Room Supervisor will ensure handing over baggage received after closing of flight, for safe custody with baggage services.

xviii. Marshalling and stop signal for arriving Aircraft on gate.

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Tender no. GH/COMP/KIX/2018/002xix. In case of ‘in plane’ system not working, sufficient staff to be deployed to

carry out unloading/loading activity manually. Aircraft Maintenance Engineer to be informed of un-serviceability of In-plane loading system snag.

xx. Exclusive supervision to be provided in the baggage make up, interline and baggage arrival ensuring adequate staff provided to meet the requirement. The supervisors should liaise with various concerned agencies, other Airlines Baggage handlers including security for smooth handling and to attend any discrepancies mentioned above.

xxi. Water potability tests certificate to be made available on request for Air India audit for safety etc.

xxii. Wing walkers must follow the pushback and must be available for giving final ‘move out’ signal with Marshalling Torch. During arrival , wing walker to give clear wing clearance to Aircraft for docking in to parking bay.

xxiii. Coordination with concerned agency for the Cargo transportation offloaded from Arrival flight to Airport Designated Cargo warehouse including the Postal Mail offloaded from the aircraft and delivered to the postal authorities (Airmail Centre Kansai Airport) under acknowledgment.(as per the prevailing local procedure).

xxiv. Only staff whose background check is done should be deployed for handling flights and should be in proper uniforms.

xxv. Handling Company to inform Air India representative in writing within 60 Mins of Arrival about any damage container received during arrival (if any). Breach of this will attract penalty as per SLA attached.

xxvi. Staff working in operational area to be trained in Airside Safety and SMS (Safety Management System).

xxvii. Ramp Supervisor to ensure that all BRS chart copies of baggage containers to be kept in respective containers / in bulk cargo hold before departure of flight.

xxviii. Training of all staff of GHA should always be current and updated whenever required, for any audit by safety department/ Quality Management of Air India, training records of staff should be made available by GHA.

xxix. Ensure safe operation of all equipment in facility.

2.3 Resources Requirement s :

i. One Ramp Supervisor for complete flight coordination for ramp activity, make-up baggage monitoring, break up baggage monitoring/Aircraft cleaning services. Ramp Supervisor must be in co-ordination with TRC and report all below the wing activities to APM-Air India.

ii. Supervisor in baggage room with radio for coordination with Check in counters, Interline Agency and Ramp. To be available from D-3 hrs. till Departure.

iii. The Ground time will be as per the schedule but in case of delayed arrival the Ground time will be reduced to 1 Hour 15 mins.

iv. The staff allotted for providing chocks and power should check in advance serviceability of aircraft APU or the standby power serviceability and pre position 140/180 KVA GPU at allotted stand. In case APU of aircraft is unserviceable to provide ASU at the time of Departure except in case of B787 aircraft.

v. All flight handling equipment interfacing with the aircraft are positioned after

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Tender no. GH/COMP/KIX/2018/002ensuring all safety norms immediately after chocks on.

vi. Responsibilities of all ramp workers to ensure stands are clear of FOD.vii. Marshalling and stop signal for Arriving Aircraft on gateviii. ULD positioning - AKE Containers at Make-up area for departure baggage.ix. It must be ensured by the Handling Company that no baggage should be left

behind. In case of baggage being left behind, a statement of Left behind bags advising reason thereof, showing priority baggage separately must be provided for each flight. This report be sent to destination airport within 1 hour of departure.

x. All security procedures to be strictly adhered to as per AI requirement in the baggage makeup/interline area for loading of joining baggage. In the makeup area supervisor to ensure that all joining baggage is scanned and the security stickers removed and affixed on BRS charts and reconciliation carried out and security be advised about the same (in case of manual BRS / Bingo Chart BRS procedure). In the interline shed all the joining transfer baggage is scanned and loaded only after security clearance and after receiving security stickers from incoming carrier.

xi. It should be ensured that all unloading / loading activity to be completed 20 minutes prior to departure and all cargo hold closed and security advised. The flight handling staff will remain on the bay after completion of flight till the push back of the flight.

xii. The push back tractor to be positioned on the flight D-10 minutes to ensure on time departure as per slot. Provide wing walkers at each wing tip.

xiii. After completion of flight to ensure all related paper work carried out and signed copy of the completed loading instruction sheet given to the Air India Official for record.

xiv. Collection and bringing the gate baggage, offloading and bringing from/to boarding gate/ aerobridge to be handled for each flight.

xv. Transfer of cargo & mail from aircraft to ware house & vice-a-versa a) After off-loading of the aircraft the inbound cargo pallet and containers to be

handed over to Carrier’s Cargo Handler. The departure cargo will be received from the Carrier’s Cargo Handler for loading well in time.

b) Postal Mail will be offloaded from the aircraft and delivered to the postal authorities.

xvi. The loading / offloading staff should not use mobile telephones while performing activities around the aircraft.

xvii. Check that cleaners are available to board as soon as possible.xviii. Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically

quick.xix. Ramp Supervisor to handover the Load sheet to Duty officer for filing purpose.xx. De-icing is to be carried out as per AI requirement and as per SOP of Air India

GH manual, in coordination with carrier’s Maintenance Services Provider.

2.4 BAGGAGE HANDLING :

2.4.1 Handling procedures for arriving baggage

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Tender no. GH/COMP/KIX/2018/002i. Ramp Staff to ensure priority baggage being offloaded including all arrival

Baggage off loaded in Customs Hall on allotted arrival belt.ii. Handling of baggage for our premium passengers as advised by Air India

Duty Manager from time to time.iii. All interline baggage to be offloaded and transferred to the interline area.iv. Any discrepancy in offloading of baggage to be reported immediately to

AI Official.v. Monitoring of timings for first and last baggage into the arrival hall.vi. Staff member to be present in Arrival hall while priority baggage being

offloaded to ensure that all arrival Baggage off loaded in arrival belt.

2.4.2 Handling procedures for baggage make up area

i. Staff member to be present in baggage make up area as soon as the check-in counter is opened. Sufficient containers to be positioned at the respective allotted bay well before starting of make up belt for AI flight baggage.

ii. Container allocations for day’s flights to be obtained from Load Control.iii. Staff member to ensure that Security Official present before any baggage

loaded.iv. Staff member to strictly ensure that only baggage for passengers that are

checked in is only loaded.v. Staff must liaise with the Supervisor in case of any baggage discrepancy.vi. Discrepancy to be reported to AI Official before departure of the flight.vii. Any baggage not received for transfer, a message must be sent to all down

line stations and a copy of the message to be sent to KIXLLAI*.viii. Rush tags to be prepared by staff member in- consultation with Carrier’s

Official with a copy of message to sent to KIXLLAI*.ix. All Rush tags to be screened/ handled as per Local/JCAB Regulation

requirement and a copy of the signed rush tag sheet to be handed over to Carrier’s Official at the boarding gate before departure of the flight.

x. All interline and Rush tags figures to be relayed to Carrier’s Official before departure of flight.

xi. Staff member to check the departure area in case any baggage left behind and on hand the baggage.

xii. Baggage reconciliation will be carried out in accordance with the carrier’s security procedures in the baggage make-up area before the loading process.

xiii. Any bags not scanning in BRS system but passenger has checked in for Flight, after mandatory reconciliation baggage should be sent to the aircraft for loading with label reference to ramp supervisor and bags to be escorted by security staff and Carrier’s Official to be informed.

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Tender no. GH/COMP/KIX/2018/0022.5 ULD Handling

i. Sr. nos of Arriving and Departing ULDs must be reported to Air India and recorded on the loading sheet. All ULDs at the Terminal must be placed secured at designated place and any excess number should be shifted to Cargo Handling Agent’s warehouse.

ii. ULD agreed float (24 LD3) (max. + 10%) to be maintained as per the standard configuration of operating aircraft or as agreed upon. No extra containers to be blocked at station. The Handling Company will provide storage for baggage ULD's of the Carrier and will submit an inventory report on weekly basis to Air India personnel.

iii. No damaged ULD should be loaded on to the aircraft. Any damage ULD offloaded from the aircraft must be informed to Air India representative (APM/SM) and ULD control section([email protected]), DEL within 90 minutes of arrival, failing to which onus will be shifted to Handling Company.

iv. The Handling Agent will submit a fortnightly ULD Inventory Report in desired format(Format to be provided)

3 CABIN CLEANING :

3.1 MANPOWER AND EQUIPMENT REQUIREMENT

01 Supervisor and 08 to 12 cleaners, 02 Vacuum Cleaners, other approved cleaning equipment and cleaning materials as per Aircraft Manufacturer’s recommendations. Sufficient cleaners are to be provided to ensure that the complete cleaning process gets completed within stipulated time limit as below without compromising the quality standard.

3.2 PROCEDURES AND SERVICE LEVELS

3.2.1 Complete Cleaning of Flight Deck/Cabin, thorough cleaning of the Toilets, galleys and then grooming of Cabin with change of Head rest and Pillow covers and replenishment of cabin service/toilet items, must be done on every flight as standard practice.

3.2.2 Cleaners must be available ready for entering aircraft as soon as passenger deplaning is complete.

3.2.3 All staff entering and exiting aircraft will be subjected to security check.

3.2.4 Complete cleaning must be performed within 30 minutes without any compromise in service. Air India’s SOPS to be followed for Cabin Cleaning services.

3.2.5 In case delayed arrival, the ground time of the flight will stand reduced to 1 hour and 15 mins and the Handling Agent should supplement manpower to achieve desired cleaning standard within available time.

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Tender no. GH/COMP/KIX/2018/002should be made.

3.2.7 The Handling Agent should obtain signature from IFS/CIC/ Carrier’s designated representative, on worksheet for satisfactory cleaning report, giving names of staff allocated, the timings of starting and finishing of cleaning job of aircraft, for each flight and submit the same along with their invoices.

3.3 DETAILS: TURNAROUND CLEANING

3.3.1 FLIGHT DECK SERVICING

i. Work to be carried out under the supervision of authorized personnel.

ii. Disposing off litter.iii. Clearing waste from seat back stowage and racks.iv. Wiping crew tray tables.v. Cleaning and tidying seats.vi. Mopping floor.vii. Cleaning flight deck windows on inside as requested.viii. Making of crew berths with change of linen

3.3.2 CABIN SERVICING

i. Disposing off litter.ii. Clearing waste from seat back stowage and overhead stowage.iii. Replenish relevant seat pocket items as instructed.iv. Wiping tray tables.v. Cleaning and tidying seats, arrange seat belts and passenger

service units.vi. Clean floor (carpets and surrounds).vii. Clean telephone/ LCD Screens, any other equipment as per

instructions.viii. Wipe surfaces in pantries, galleys (sinks and working

surfaces).ix. Wipe surfaces in toilets (wash basins/ bowls/ seats/ mirror and

surrounds) and replenish toilet items as instructed.x. Remove as necessary, any contamination caused by

airsickness, spilled food or drink and offensive stains.xi. Empty all refuse bins/ trash compactors, replenish with new

liners, boxes.xii. Clean and tidy pantry, galley fixtures.xiii. Clean floor and floor covers extensively with vacuum cleaners.xiv. Replenish used blankets with fresh ones, soiled duvet cover,

head rest covers, pillow covers as per instructions.xv. Distribute newspapers/ magazines, etc. as per instructions.

One staff to be retained to facilitate last-minute requirement, till the aerobridge/ step ladder is removed.

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4. De-icing/Anti-icing Specifications

4.1 The standards, specifications, practices and procedures to be observed by the Handling Company in furnishing de-icing / anti-icing services hereunder (collectively, the “Deicing Services”) shall be those as conveyed by the Carrier and approved by the Federal Aviation Administration (FAA) in the de-icing operations chapter of the Carrier’s Procedures Manual (hereinafter, the “Manual”). Upon execution of this Annex B, the Carrier shall furnish Handling Company a current copy of the chapter pertaining to Deicing Services in the Manual and all subsequent revisions adopted, approved and incorporated therein. It is mutually agreed and understood that the Handling Company shall be entitled to rely upon the contents of the manual’s Deicing Services chapter in its possession as accurate and correct as to the fluid application procedures to be utilized and govern the performance of the Deicing Services hereunder.

4.2 Prior to the performance of Deicing Services hereunder, Carrier will furnish and conduct, at its sole cost, such initial, revised and/or recurrent training to Handling Company’s applicable Airport employees, consistent with the contents of the Deicing Services chapter of the manual, Upon completion of such Carrier Deicing Services training, Handling Company will forward a listing of all such trained personnel to the Carrier’s Airport station manager, Handling Company shall update such training listing as required.

5 Security Services

The Handling Agent should comply with requirement of JCAB/DGCA/ Local Civil Aviation Safety Authority’s, Aviation Security Operations Branch – Office of Transport Security, Department of Infrastructure, Transport, Regional Development and Local Government, Bureau of Civil Aviation Security (BCAS) Govt. of India, Air India, as applicable from time to time, while following the laid down procedure. The Handling Agent will check with AI Operations for flight movements on daily basis and deploy manpower accordingly. Handling Company will liaison with Security services provider to Air India flights. All handling agency staff must follow Air India’s security requirements and procedures.

Signature of Authorized Signatory

Name of Authorized Signatory

Co. Name

Seal of the Co.

Place:

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Date:

ANNEX-III

SERVICE LEVEL AGREEMENT

Attachment to Annex B______. (The Annex II -Regarding resource requirement forms part of this SLA). This SLA is made between the representatives of Air India Limited (The Carrier) and ____________(The Service Provider) at the location KIX concerning service delivery standards for the ground handling services contracted between the two parties. This document is being signed to ensure that both parties are able to monitor and maintain high satisfaction level to carrier’s passengers.

The service elements outlined below are general and are based on prevailing industry standards. They can be extended/reduced or added to as agreed between the parties considering factors such as facilities available, infrastructure, type of aircraft operated etc. at the respective locations.

Preamble: This SLA will enable a quantified monitoring of services and to enable regular review of service standards. The Service Provider is aware that the delivery of service standards shall not compromise safety of procedures.

Performance below Service LevelsThe performance below laid down Service standards and levels shall attract penalties. The penalties are specified under 2 parts hereunder. The penalties indicated at para A,B,C of this Annex, shall be independent of parameters & penalties stated in D.

A. Punctuality (On Time Performance ) - Target : 100%

There will be no penalty for GH delay up to 05 minutes. However, for GH delay above 05 minutes, the percentage penalty of the handling charges of the flight shall be as under:

Delay Penalty(% of Handling Charge)06-10 minutes 05%11-15 minutes 10%

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Tender no. GH/COMP/KIX/2018/00216-30 minutes 15%31-44 minutes 25%45 minutes and above 50%

B. Aircraft Safety - Target : NIL Incident of Safety Breach

Criteria – Damage to aircraft by the act of Handling Company employee or the employee of its outsourced agency.Penalty - AI will reserve the right to impose the penalty of up to 100% of handling charges besides the clauses in the main agreement.

C. Security - Target: Nil security breaches (airport security directives, airport regulations, 100% baggage reconciliation, breach of ICAO regulations - Annex17, etc.,) within the direct and full responsibility and control of Handling Company and always subject to Handling Company being made aware of such breaches and afforded ample time to proactive mitigate or refute such breach claims.Penalty: Reimbursement of fines/fees imposed on Air India.

D. Other Performance Parameters -

I). Documentation

Sr.No Description Compliance Penalty1) APIS for all passengers to be sent 100% Reimbursement of fines/fees

imposed on Air India by immigration, FRRO authorities, applicable airfare etc. to be reimbursed to Air India in case of deportation.

2) No Passenger Documentation Check error -(Identity, passport, visa)

100%

3) LIR to be completely adhered with loading, signed and briefed to Captain/ Flight coordinator / AI representative

100% 8,000(JPY)

4) NOTOC/ Flight plan/WX Chart/NOTAM, wherever generated to be acknowledged & signed by pilot in Command at D-20 and a copy to be retained.

100% 10,000(JPY)

5) No acts of omission and commission by Handling Company employee.

100% Direct revenue loss to Air India due such acts by Handling Company Employee.

6)No mishandling(damage / left over due check-in / counter baggage drop mis-handling (no baggage to be left behind at counter)/

100% Actual compensation paid to the passenger will be recovered

II). Check-In

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Sr.No.

Service Requirement Penalty (JPY)

7) Counter opening 3 hrs before STD 8,000

8) Passenger check-in processing time + queue waiting time

For F/J class (5 + 3 mins) 8,000

9) For Y class ( less than 3 + 13 minutes)

8,000

III). Ramp Handling

Sr.No.

Service Requirement Penalty per flight if not complied (amount in Yen JPY)

10) Baggage delivery ( Delivery Timings are subject to airport standard )

First baggage on belt to be business class baggage within 5 mins of arrival.

8,000

First Economy class baggage 10 mins after arrival

8,000

Last Baggage 40 min of arrival

8,000

2 Baggage handlers in arrival hall

4,000

Outbound- positioned at ramp 75mts prior to STD

4,000

11) Connecting of BME or GPU (mobile)

A-10 mts or within 10 mts of request as applicable

4,000

12) DGR/AVI/VAL/ HUM loading/ offloading to Flight

Strictly and securely as per IATA regulations and guidelines. 100% Compliance

10,000

13) No damaged ULD should be loaded

All serviceable containers to be loaded.

Penalty if any imposed on Carrier by SAFA/Airport

Authority14) Proper handling and no

damage to ULD ULD not to be damaged at station with zero failures.

Cost of ULD or repair

15) ULD Float message- 1st & 15th of every month

100% 4,000 JPY

16) Report arrival of Damaged ULD to carrier’s local representative within 90 minutes of ATA.

100% Cost of local repair of ULD + penalty if any imposed on carrier by SAFA/ Airport Authority.

IV) Cabin Cleaning:

Sr.No.

Service Requirement Penalty JPY)

17) Nil Discrepancies in quality of cabin cleaning < 2 cases per month 7,500

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Tender no. GH/COMP/KIX/2018/00218) Cleaning to be completed as per procedure

beforeD-60 mts 7,500

V). Safety / Security

Sr. No.

Activity Requirement Penalty per flight if not complied (amount in

JPY)19) Staff working in operational area to be trained

in Airside Safety and SMS (Safety Management System).

100% 10,000

20) Damage to A/c by an act of Handling Company or its Employee of its outsourced Agencies.

Nil Incident/ Accident

100% + as per Para 4 of Annex-B.

21) Any liability arising out of damage/loss caused to third party property/person due negligence of GHA employees/Outsourced employees or deficiency in the procedures.

Nil Incident Any such liabilities or associated costs.

22) Staff Shortage between 2 to 3 staff above the wing

Nil 8,000

23) Staff Shortage between 4 and beyond above the wing

Nil 15,000

Note:i. All above parameters shall apply only wherever they relate to Handling Company and is

within Handling Company’ responsibility & control.ii. In case of shortage of Manpower, deduction of payment for the short manpower supplied

based on the applicable man hour rate apart from the Penalty in Sr. No. 22 & 23 of SLA.iii. Repeated non compliance of Norms levied with penalty of –

-10% of Handling charge for affected flights for single service provider.iv. Handling Company to sign the ERF(will be provided) along with AI’s representative after

each flight.v. No deduction of SLA penalties will be deducted from invoices. Agreed SLA penalties for

the prior month will result in the Handling Company issuing a credit memo for penalties agreed and applied

Signed the Signed the At At for and behalf of for and behalf of Air India

Ltd “the Service Provider “the Carrier”

Name: Name:

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Tender no. GH/COMP/KIX/2018/002ANNEX - IV

SERVICES , TERMS AND CONDITIONS OF SGHA

PARAGRAPH 1 - HANDLING SERVICES AND CHARGES

1.1 For a single ground handling consisting of the arrival and the subsequent departure at agreed timings of the same aircraft, the Handling Company shall provide the following services (Same as in Annex-IV) of this SGHA at the following rates in JPY (Japanese Yen).

1.1.1 Service requirement as per IATA SGHA 2013 and *Yellow Pages of AHM 811 36th

Edition of 2016

Services Sections/TermsSection 1 –Management Functions1.1.1, 1.1.2,1.1.3,1.1.41.2.1, 1.2.2, 1.2.3(a,b,c,d,e,f,g,h,k), 1.2.4, 1.2.5(access through carrier’s online Document Management System(DMS)), 1.2.61.3.1, 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.7,1.3.8,1.3.91.4.1(a), 1.4.2, 1.4.3(a), 1.4.4(a)(b)(c)(1,2,3,6,7)(in consultation with carrier’s representative), 1.4.7()including safety checks on equipment 7 updated training of staff engaged in various activities), 1.4.8

Note:1.2.3 Administrative functions shall be done as per instruction by the carrier1.2.4 Maintain relevant, current and updated manuals for all the services in their office for reference any time.Section 2 - Passenger Services2.1.1, 2.1.2, 2.1.3(a)(1- Two UNM included, 2- Five Wheel chair,3,4,5,6), 2.1.4(a) (2,5), 2.1.4(b) (1,3,4), 2.1.5, 2.1.6 (as per carrier’s instruction), 2.1.7, , 2.1.8(a)(1,2,3,4,5,6), 2.1.8(b)(6 - Self check-in kiosk assistance as required to be provided), 2.1.9(a,b,d) (Collection of applicable charges & issue receipts on carrier’s system )2.2.1, *2.2.2(a,b,c,d), 2.2.3(1,3,4) *2.2.4(a)(b)(1,2)(i, iii, iv), 2.2.5(a,b,c & issue receipts on carrier’s system, d)(Ref Air India Docs for EBT/MCO's)(1,3,4), 2.2.6(a)(1,2)(i,iii,iv), 2.2.6(b)(1)(i, iii, iv), 2.2.7(a,c,d), 2.2.8(a,c), 2.2.9(a), *2.2.10(a)(b)(c)(1,2)(i,iii,iv)(carrier’s stationery to be used)(3 months of stationery stock to be maintained),2.2.11, 2.2.12(a), 2.2.13 (a, d)( updation of passenger and collection of charges), 2.2.14(a, d), 2.2.15, 2.2.16, 2.2.17 (closing of flight and coupons in the carrier’s system) 2.3.2(a), 2.3.3(a), 2.3.4(a)(1,2,3 (21days),6), 2.3.4(b)(4,5,7)

Section 3 - Ramp Services*3.1.1, 3.1.2, 3.1.3, 3.1.4, 3.1.5, 3.1.6, 3.1.7(a), 3.1.8, 3.2.1(a), 3.2.2, 3.3.1, 3.3.2(a)(b)(6- Minimum six cones to be provided),3.4.1(b)3.6.1(a)(c)(1)(b,c)(3), 3.6.2(b)(Separate coach to be provided for F/J class Passenger exclusively, in case jetty is not applied), 3.6.3(a)(c), 3.6.4(a), 3.6.5(a), 3.6.6, 3.6.7(a), 3.6.9(a)(Safe loading and transportation to ensure no damage to baggage & cargo)3.7.1, 3.7.2(a)(1,2), 3.7.3, 3.8.1(a)(1,2,4), 3.8.2(b),

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Tender no. GH/COMP/KIX/2018/0023.10.1 (a-on request by crew)(b) (2-11, inside window if stained), 3.10.2 (a), 3.10.3(a-h)(1), 3.10.4(a-b)(1), 3.10.6(b - remove any foreign objects before use) 3.11.1(a)(1,2),3.12.1(a)(2,3 - Test reports to be provided as and when demanded for Audit/ inspection)3.16Section 4 - Load Control Communication, Flt. Operation and Crew Management4.1.1, 4.1.2(a,b)(1),4.2.1, 4.2.2 (including load information from cargo Handling Company), 4.2.3,4.3.1, 4.3.2, 4.3.3(1),4.3.4(1), 4.3.5(b)(d)(1), 4.3.6(b)(1), 4.3.7, 4.3.9, 4.3.104.4.1, 4.4.2, 4.4.3(b), 4.4.4, *4.4.5, 4.4.7

Section 5 - Cargo/Mail Handling5.5.3(a)(1)5.6.3(a,b)(1)Section 6 - Support Services6.1.1(b) (for Air India Stationery like tags boarding cards etc.) 6.2.1(a,c)(1), *6.2.2(1,2,3,4,5,6), 6.2.36.3.1(a)(For 24 LD3 containers and one pallet shelf up to 18 pallets.), 6.3.2, 6.3.3( Fortnightly inventory report is required to be sent to carrier’s designated Airport Manager and ULD control cell), 6.3.4, 6.3.5, 6.6.1(a)(1,2,3,4,5,6)(ii), 6.6.1(b)(3,4)(between aircraft and warehouse)6.7.1, 6.7.2Section 7 - Security Services7.1.1(a), 7.1.2(b)

1.1.2 Handling Charges and Discount

(i) Basic Flight handling rates (JPY) comprising of Passenger, Ramp, Cabin cleaning, Flight Operations, De-icing/Anti-icing, Common Facilities Charges( Such as Ticketing Counter, Check-in Counter, Departure Gate, Arrival Counter, LCD displays, Light & Electricity Power charges, Common Facility Cleaning Charges, Cute user charges including supplies such as boarding pass printer and document printer ink cartridge charges), including services as indicated in Para 1.1.1 are as follows:

( RATE NOT TO BE QUOTED HERE)

Type of Aircraft Type of Operations (Rates in JPY)Per Transit Per Turnaround Per Terminating +

OriginatingB787-800/900,B777-200LRB777-300ERB747-200/300/400A-321/320 /319, B-737Taxes/ royalties / surcharges If any

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Tender no. GH/COMP/KIX/2018/002The above flight handling charges per flight are inclusive of: Resources requirement and Service standards mentioned in Annex - II. Service Requirements mentioned in Para 1.1.1.

Specify all taxes that may be applicable on the quoted rates in sub-paragraph 1.1.2 and 1.1.3 of this Annex. List of exclusions, if any on above quoted rated (in case no exclusions - indicate as NIL). Specify exclusion that you intend to charge over and above the rates indicated above.

(ii) Discount Percentage (%) on monthly basic flight handling charge Para 1.1.2 (i) & (ii)for total no of flights in a month

Total number of flights in a month.Less than 13 13 to 16 17 to 20 21 to 25 Greater than 25

1.1.3 List of charges for additional Man power, Services, Equipment etc. to be furnished. Rates in Japanese Yen per half an hour of usage per flight should be mentioned in Paragraph 2 of this Annex. (NOT TO BE QUOTED HERE)

Note: Lowest quote shall be calculated based on the total cost to the carrier after taking into account- Handling rates quoted at para 1.1.2 (i) at current volume of flight operations and applying discount offered at para 1.1.2 (ii) on the current volume of operations and adding taxes and other charges if any applicable on Daily flight as indicated in para 1.1.

1.2 Handling in case of Technical landing flight will be charged at Twenty Five (25) % of the above handling rates in sub-paragraph 1.1.2(i), provided that a physical change of load is limited to crew change.

1.3 Handling in case of return to ramp will not be charged extra, provided that a physical change of load is not involved.

1.4 Handling in case of return to ramp involving a physical change of load will be charged as for handling in case of technical landing in accordance with Sub-Paragraph 1.2 of this Annex. In case of grounding or return to ramp aircraft and a physical change of load, before re-departure of the same aircraft with load, 25% of the handling charges shall be levied extra.

1.5 In case of “LIVE-IN-FERRY-OUT” flight 30% of the rates in Para 1.1.2(i) will be charged.

1.6 In case of “FERRY-IN-LIVE-OUT” flight, 50% of the rates in Para 1.1.2(i) will be charged.

1.7 No additional charge should be levied to AI for handling flights during nights, holidays, weekends, Bank holidays, off days or for overnight stay.

1.8 There will be no charge for flight cancellations where the Carrier informs/gives notice 7 of 46


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Tender no. GH/COMP/KIX/2018/002hours prior to schedule time of Departure. If less than seven hour notice is given, actual manpower utilized will be billed up to a maximum 20% of Basic handling charge.

1.9 In case of diverted or return to ramp flight without change of load or change of load limited to and necessitated due Sick/indisposed passenger/medical emergency cases, 25% of the handling rate as in Para 1.1.2(i) will apply.

1.10 No escalation in handling charges will be acceptable in case of change in schedule of flight Operations or frequency.

1.11 Lead-Time – GH company to take over the Handling of Carriers flights with effect from August 21st 2018, if the contract is awarded to you.

1.12 In addition to the Article 1.6 of the Main agreement, in the event of an accident or incident involving the carrier’s aircraft which causes the carrier to activate its emergency plan, the Handling Company will utilize the emergency plan as agreed between the parties responding to such situation and to assist survivors and families.

1.13 In case of leave/ absenteeism of any staff allocated by Handling Company (dedicated or semi- dedicated), Handling Company has to make alternate manpower & resource arrangements to comply with full resource deployment in advance at no extra cost to Carrier.

1.14 Handling Company will extend necessary cooperation during periodic audit by the safety and regulatory agencies.

1.15 This commercial offer remains valid for six months from the Tender hosting date.

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

Services not included in Paragraph 1 above or additionally required will be on additional charge as follows:

( RATE NOT TO BE QUOTED HERE)Manpower/Services/Equipment Unit Rates in

JPY

2.1 No extra charge shall be paid if the flight is arriving late upto 3 hrs of scheduled arrival time or departing late upto 3 hrs after the scheduled departure time. No extra charge for early arrival of flights upto 1 Hr. For delay beyond 3 hours, the actual manpower used for Ground Handling Services will be charged as per man-hour rate for every 30 minutes or part thereof.

2.2 The rates set out in Paragraph 1.1.2(i) and Paragraph 2 will remain firm and fix for the complete contract tenure. The Handling Company has to absorb any hike on account of Consumer Price Index (CPI) in the country.

2.3 Handling Company will indemnify the Air India against any liability arising out of

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Tender no. GH/COMP/KIX/2018/002transfer of contract from existing service provider, including employee liabilities.

2.4 The Handling Company is responsible for all cost associated with and providing the services, including but not limited to, employee parking, badging, uniforms, training, physical exams, drug and alcohol screening and testing, background checks, telephone service, communication, equipment including cell phones, holiday, vacation, sick leave and back fill of staffing outages, insurance for employees if any.

PARAGRAPH 3 - DISBURSEMENTS

3.1 Any disbursement made by the Handling Company on behalf of the Carrier will be reimbursed by the carrier at actual cost price. Prior written authorization from the Carrier’s representative is required for all disbursements.

PARAGRAPH 4 - LIABILITY AND INDEMNITY

iii.1 The limit of liability referred to Sub-Article 8.5 of the Main Agreement of SGHA version 2013 shall USD 1.5 million per incident.

PARAGRAPH 5 - AREA OF RESPONSIBILITY INCLUDING SUPERVISION, TRAINING AND ADMINISTTRATION

5.1 The area of responsibility as mentioned in sub-sections 4.3 of Annex-A is: Kansai International Airport, Terminal-1 and for diversionary Airports will be ITM/HND/NRT/FUK. The Handling Company will carry out all services in accordance with Carrier’s operating Manual instructions as stated in Annex-II (Resource Requirements, Procedures and Service standards expected), Annex-III (service level agreement) attached as integral part of this Annex-B and Ground Operational Manual.

5.2 In addition to sub-article 5.1 of the Main Agreement, the Handling Company will maintain an acceptable level of training recognized by IATA/ ISAGO in order to meet the requirements and instructions of the carrier when providing services with a safety aspect such as Loading of aircraft and particularly the handling of dangerous goods.

5.3 If the training is required on account of Handling Company’s reasons (due attrition, change of dedicated staff, leave etc.), the entire cost of training will be absorbed by Handling Company.

5.4 The carrier may review the Handling Company’s standardized DGR handling procedures, training program and coordinate with the Handling Company all DGR training deemed essential by JCAB, ICAO, and Carrier’s mandatory training.

PARAGRAPH 6. TRANSFER OF SERVICES

6.1 In accordance with Sub-Article 3.1 of the main Agreement, the Handling Company plans to Subcontract following services:

Section Service Company

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6.2 In case if there is change in subcontractor, the Handling Company shall notify the Carrier with sixty (60) days prior official letter notice including the contact details of responsible person of the Handling Company, organization charts of the sub-constructor, initial roster and training records.

PARAGRAPH 7 - PAYMENT

7.1 Notwithstanding Sub–Article 7.2 of the main Agreement, payment of account shall be effected locally in local currency (JPY), on monthly basis within 30 days of receipt of invoices by carrier locally.

7.2 Payment shall be issued to the Handling Company by Carrier on the following Account information:

Name of the Acoount:Account Number:Name of the Bank:Bank Address:

PARAGRAPH 8 - DURATION, MODIFICATION AND TERMINATION

8.1 This Annex B shall be effective from August 21st 2018 and shall continue in force for a period of three year or until terminated by either party giving 90 days notice in writing to other party in accordance with the Main Agreement. However, in case of discontinuation of carrier’s flight operations, termination will be without such notice.

8.2 Validity of this Annexure B can be extended for 2 years by way of two one year extensions based on station performance review by the carrier’s Headquarter, six months before the expiry of 3rd and 4th anniversary of this contract.

8.3 Notwithstanding Sub-article 11.11 of the Main Agreement, the Ground Handling rates as specified in Para 1.1.2 of this Annex B will remain firm for the complete duration of the contract and no escalation for any reason(eg. Change in Minimum wages) would apply.

8.4 Notwithstanding Sub-article 11.2 of the main Agreement, any modification shall be in the form of an Annex B including one made in this Annex B and agreed and signed by the handling Company and the Carrier’s representative.

PARAGRAPH 9- CONFIDENTIALITY, DATA PROTECTION AND GOVERNING LAWS

9.1 The carrier and the Handling Company agree not to reproduce this Annex or to distribute it to others, in whole or in part, at any time, and permanently to keep confidential all information contained with the Annex and all information made available by the Handling Company and the carrier to each other during its negotiation or in the provision of the services.

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9.2 In the provision of the services under this agreement the handling Company shall use reasonable measures to prevent the unauthorized disclosure, processing, capture, transmission or use of information relating to identified or identifiable individuals (including customers and employee data) which has been collected by or on behalf of the carrier. The Handling Company agrees not to use such information other than for the purposes of performing the services or as instructed by the carrier.

9.3 In accordance with Article 9 of the Main Agreement, this Annex shall be governed by and interpreted in accordance with the Court of Osaka/Japan for the resolution of dispute shall be the Courts of Osaka Special Administrative Region. The Main agreement shall be construed and in accordance with and governed by the laws of the state of Osaka/Japan in which the Service Provider has its principal office and in the event of any dispute, the courts of that land shall have exclusive jurisdiction.

PARAGRAPH 10 –NOTIFICATION

10.1 (i) In accordance with Sub-article 11.3 of the Main Agreement, any notice or communication hereunder shall be given to the respective parties as follows:

To Carrier: To Handling Company:Air India Ltd.Executive Director-Ground HandlingRoom No-423, Airlines House,113, Gurudwara Rakabganj Road, New Delhi, INDIA-110001, Tel: +9111 23422 144, [email protected]

PARAGRAPH 11 SAFETY STANDARDS

11.1 In line with sub-article 1.6 & 5.12 of the Main Agreement, a documented & Operational SMS alongwith an ERP, with the express commitment of our top Management, is in place.

i. All Operational staff are trained on SMS & ERP and are encouraged to identify & report hazards.

ii. Safety Performance are measured through a process of monitoring & verification of the Safety Performance Indicators.

iii. It is hereby agreed that Quarterly reports of Safety & Quality audits, hazards, risk assessment & mitigation carried out and emergency response mock exercise reports, shall be sent to the Flight Safety Dept. of the Carrier on mail id [email protected], with copy to Ground Handling HQ.

11.2 Only authorized ramp staff should deal with Loading /offloading/ transportation of DGR of all Classes in liaising with Cargo Staff.

11.3 If the Handling Company fails to meet the agreed Carrier’s safety standards or causes any physical damage to the Carrier’s aircraft, it has to take all measures to correct the safety

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Tender no. GH/COMP/KIX/2018/002issues, the Carrier reserves the right to:

i.Request renegotiations of the agreed basic handling charges shown in this Annex B1.0,

orii. Terminate this Annex B1.0.

11.4 The Handling Company shall share their Hazard Log (HIR-SMS) with Carrier on quarterly basis.

PARAGRAPH 12 – DECLARATION

12.1 "It is expressly understood and agreed by and between ____________Ltd. (Japanese Firm) and Air India Ltd. (the Indian PSU) that Air India Ltd. is entering into this agreement solely on its own behalf and not on behalf of any other person or entity. In particular it is expressly understood and agreed that the Government of India is not a party to this agreement and has no liabilities, obligations or rights hereunder. It is expressly understood and agreed that Air India Ltd. is an independent legal entity with power and authority to enter into contracts solely in its own behalf under the applicable laws of India and general principles of Contract Law. ____________expressly agrees, acknowledges and understands that Air India Ltd. is not an agent, representative or delegate of the Government of India. It is further understood and agreed that the Government of India is not and shall not be liable for any acts, omissions, commissions, breaches or other wrongs arising out of the contract. Accordingly ,_____________Ltd. hereby expressly waives, releases and forgoes any and all actions or claims, including cross claims, impleader claims or counter claims against the Government of India arising out of this contract and covenants not to suit the Government of India as to any manner, claim, cause of action or things whatsoever arising of or under this agreement.

PARAGRAPH 13 - SERVICE LEVEL AGREEMENT & INTEGRITY PACT

13.1 The executed Service Level Agreement, to be attached to Annex B as Annexure and will form integral part of the SGHA.

13.2 The executed Integrity Pact, to be attached in this Annex B as Annexure.

13.3 The Handling Company agrees to provide the services in accordance with the Services Standards as required by the Carrier.



Co. Name

Seal of the Co.

Place:

Date:

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Tender no. GH/COMP/KIX/2018/002ANNEX - V

HANDLING COMPANY PROFILE

Please furnish following information and other relevant information pertaining to your Handling Company in general and your facility and capability for Passenger, Ramp, cabin cleaning, flight operations, cargo handling and De-icing handling at Kansai International Airport, Osaka, Japan (KIX) in particular covering following:

Sr. Description Comply / Agree/ Yes

Remarks / Info

1. Name, Address, Contact Telephone number, Fax number, e-mail address etc.

2. Brief resume of Handling Company specifying capabilities for providing various Passenger, Ramp, cabin cleaning, flight operations, cargo handling and De-icing handling services to different aircraft at Kansai Airport in particular.

3. Please specify the handling services you are offering from the following in this tender and confirm that you are Authorized/ Licensed Handling Agent at Kansai Int'l Airport for the services with reference.Please submit the Authorization letter from Airport Operator and other agencies

i Passengerii Ramp iii Cabin Cleaningiv Flight Operationsiii Cargo Ramp transportvi De-icing

4. Please give brief description of resources held at Kansai International Airport & the date since when providing handling services at Kansai Int'l Airport.

a) Manpower (on Company’s pay roll) i Managerialii Supervisoryiii Skilled personnel, (agents)

b) Assets : Offices, workshop

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Tender no. GH/COMP/KIX/2018/002Sr. Description Comply

/ Agree/ Yes

Remarks / Info

facility etc.

c) Equipment :Number of GS Equipment held in each type like Step Ladder, Hi-Loaders, Transporters, Conveyors etc.

d) Number of simultaneous scheduled Passenger wide-bodied flights you can do Comprehensive Ground Handling at KIX.

e) Number of flights that you will be required to handle when AI flights are on ground - Please specify Day-wise position giving flight details.

5. Experience as authorized Handling Agent in Kansai International Airport. Please provide letter of authorization

6. Number of scheduled commercial Passenger airlines handled at present at Kansai International Airport (KIX).

i Name of Airlinesii Services Providediii Type of Aircraftv Terminal at which services are being

provided at KIX

7. Necessary Carrier specific Training, Carriers ramp and cabin cleaning, etc. as decided by the Carrier will be provided for which no reimbursement will be made to the Handling Agent by the Carrier for Deputing their staff to undergo the same.

8. Please provide Handling Company’s approx. financial turnover annually - by way of providing ground handling service at Kansai International Airport.(JPY)

9. Contact person for this tender with contact address, telephone No, email etc.

10. Please confirm that you comply with all requirements under IATA/ICAO/

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/ Agree/ Yes

Remarks / Info

Aviation Regulatory Authority(local), JCAB, LOCAL Airport Regulator local laws/rules related with safety, Labour, Airports Authority and any other applicable regulations.

11. Please confirm that resources, procedures and service standards as per Annex II and the Services standard as per Service Level Agreement (Annex-III) will be met.

12. Liability & Indemnity and Standard Termination clause as per Article 8 and 11 of IATA SGHA 2013(1.5 million USD) version must be acceptable to Handling Company. Please confirm.

13. Please confirm that you will be able to commence all services, terms and conditions as indicated in Annexure IV effective 21st August, 2018, provided the contract is awarded to you.

14. Payments will be effected locally by Air India office at KIX in local currency.

15. As an authorized Handling Agent, you are required to submit your offer for the "The Handling comprising of Passenger, Ramp, Cabin cleaning, Flight Operations, and De-icing/Anti-icing) ”.

16. Please confirm arranging handling of diversionary flights at agreed locations ITM, HND, NRT, FUK.

17. The Handling Company will be eligible for further Technical Evaluation if it obtains minimum 10 points in the “Requirement Grading in the table at Para 20 below. The commercial offer of only technically suitable parties will be opened.

18. Please confirm that handling company is

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/ Agree/ Yes

Remarks / Info

authorized for providing ground handling service at Terminal – 1 of Kansai International Airport, Osaka.

19. Integrity pact and Integrity Pact Program (IPP) must be acceptable to you. Please confirm that signed IPP has been submitted

20. Please confirm that the submitted quote (RFP) remains valid for six months from the date of submission of offer.

20. EVALUATION / QUALIFYING CRITERIA

In order to assess the capability of service providers, who show interest in our selection process, point system of evaluation has been indicated in this process.

A. Minimum points to be obtained to qualify for the final Evaluation process is Ten (10).

B. The term “Ground Handling Services” means services meeting all requirement as in para 1.1.1 of Annex IV as per ‘IATA SGHA (December 2013) & Yellow pages of AHM 36h edition’.

C. The handling company who has handled less than 400 wide body flights at KIX during year 2017 will not qualify technically and will not be considered for this tender selection.

Sr. no. Parameter Points Party’s response

i) Number of years in the business of providing Ground Handling services for scheduled commercial Passenger flights in KIX.Less than 2 years. 02 to 5 years 16 to 9 years 310 years & above 5

ii) Number of airports where you have Ground Handling services set up for passenger flight handling in Japan.One airport 12 to 5 airports 26 to 9 airports 310 airports & above 5

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Tender no. GH/COMP/KIX/2018/002Sr. no. Parameter Points Party’s response

iii) Total number of scheduled client airlines to which you are providing Passenger, Ramp, Cabin Cleaning, Flight Operations, & De-icing/Anti-icing and other Ground Handling services for Scheduled Wide-body Passenger flights operations at Kansai.Less than 03 003 to 05 106 to 12 213 to 25 325 or more 4

iv) Maximum numbers of flights handled by Handling company during the year (2017) at Kansai (KIX).400 – 1000 flts. 11001 -3000 flts. 23001 -5000 flts. 35001 & above 4

v) Number of scheduled Passenger flights (Wide Body) handled at the same time when AI Operates (bunching of flights) at Kansai international Airport (KIX) on any given/ Peak day of the week.Less than 02 flights 002 – 04 flights 105 - 09 flights 210 - 15 flights 315 & above 4

vi) Safety Track Record-Nil Ground Incident at Kansai International Airport.Nil Incident for last 2 years 1Nil Incident for last 5 years 2Nil Incident for last 10 years 3

vii) Is Service Provider ISAGO certified for providing Ground Handling Services at Kansai International Airport, Osaka?Yes 3No 0

viii) Number of Accreditations / Certifications/Approvals for Ground Handling services held.Less than 3 1More than 3 3

ix) No of Star Alliance Airlines handled (Indicate Airlines Names) by Service provider at KIX.Nil Airlines 001-03 Airlines 104-06 Airlines 27 or More Airlines 3

x) Is Service Provider providing Ground handling services to B787 type of commercial Aircraft at KIX.

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Tender no. GH/COMP/KIX/2018/002Sr. no. Parameter Points Party’s response

Yes 2No 0



Co. Name

Seal of the Co.

Place:

Date:

Note:Response to be signed by Authorized Signatory with company Seal.

Please do not quote price in response to this annexure. Any direct or indirect indication of rate(s) in the technical offer (bid) will render the offer technically disqualified.

ANNEX – VI

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AIR INDIA LIMITED


Tender no. GH/COMP/KIX/2018/002 COMMERCIAL OFFER

Your quotation must cover following points:

Quotation for providing comprehensive services as per service requirements, terms and conditions of SGHA listed in Annex IV and meeting the resources required / procedures and service standards as in Annexure II for handling of Air India flights at Kansai International Airport, Osaka (KIX) and arrange to handle diversionary flights at Itami(ITM), Haneda(HND), Narita(NRT) & Fukuoka(FUK) .

PARAGRAPH 1 - HANDLING CHARGES AND DISCOUNTS

(i) Basic Flight handling rates (JPY) comprising of Passenger, Ramp, Cabin cleaning, Flight Operations, De-icing/Anti-icing, Common Facilities Charges( Such as Ticketing Counter, Check-in Counter, Departure Gate, Arrival Counter, LCD displays, Light & Electricity Power charges, Common Facility Cleaning Charges, Cute user charges including supplies such as boarding pass printer and document printer ink cartridge charges), including services as indicated in Para 1.1.1 of Annexure-IV are as follows:

Type of Aircraft Type of Operations (Rates in Japanese Yen)Per Transit Per Turnaround Per Terminating +

OriginatingB787-800/900, B777-200LR,B777-300ERB747-200/300/400A-321/320 /319, B-737Taxes royalties / surcharges if any

The above flight handling charges per flight are inclusive of: Resources requirement and Service standards mentioned in Annex II. All paras, sub-para and clauses of Annex-IV.

Specify all taxes that may be applicable on the quoted rates in sub-paragraph 1.1.2 and 1.1.3 of this Annex. List of exclusions, if any on above quoted rated (in case no exclusions - indicate as NIL). Specify exclusion that you intend to charge over and above the rates indicated above.

(ii) Discount Percentage (%) on monthly basic flight handling charge Para (i) for total no of flights in a month

Total number of flights in a month.Less than 13 13 to 16 17 to 20 21 to 25 Greater than 25

Note: Lowest quote shall be calculated based on the total cost to the carrier after taking into account- Handling rates quoted at Para (i) at current volume of flight operations and applying discount

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AIR INDIA LIMITED


Tender no. GH/COMP/KIX/2018/002offered at Para (ii) on the current volume of operations and adding taxes and other charges if any applicable on Daily flight as indicated in Paragraph 1.

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

Services not included in Paragraph 1 above or additionally required will be on additional charge as follows:

Manpower/Services/Equipment Unit Rates in JPY


With Company Seal


Co. Name

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Dear Handling Agent, - mmd.airindia.co.inmmd.airindia.co.in/aimmd/tender/Tender for GH...

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