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AIR INDIA LIMITED

TENDER FOR COMPREHENSIVE GROUND HANDLING AT MEL (Melbourne)

Tender no. GH/Comp/MEL/2016/017

TENDER DOCUMENTDear Handling Agent,

Sub: Comprehensive Handling at Tullamarine Airport, Melbourne (MEL).

Air India Limited (AI), solely at its discretion desires to award Contract for availing comprehensive Ground Handling services comprising of Passenger, Flight Ops, Cabin cleaning, Cargo and Ramp Handling for Air India flights at Terminal 2, Tullamarine International Airport, Melbourne (MEL). We invite handling companies authorized by the local Aviation regulator and the Airport authority of MEL, to submit offers for handling Air India flights in the format provided. Please note that you should offer only “on comprehensive basis”, for providing all services, directly or in collaboration & advance understanding with other approved/ authorized service providers, in accordance with Article 3 of Main Agreement of IATA SGHA 2013.Ground Handling Company not providing services to wide body flights at Terminal 2, at Tullamarine International Airport, Melbourne should not participate in this tender process. 2. You are requested to submit your 'Sealed Offer' on or before 18th July, 2016 by 1700 hours in the office of :

Manager – Australia Air India Ltd.. Level 2Terminal 2_, Melbourne Airport Tullamarine , Victoria 3041 Tel. + 61 386898999/998 Fax. +61 3 93301707Email: [email protected]

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

3. Following Annexures are enclosed with this Tender Document.Annex-I Current schedule of Flight operations at Melbourne.Annex-II Resource requirement, Procedures and Services Standards expectedAnnex-III Service Level Agreement(SLA)Annex-IV Service requirement as per SGHA 2013 Version & yellow pages of 36th AHM.Annex-V Handling Company Profile and Terms of Technical Evaluation Annex-VI Commercial Offer.Annex-VII Integrity PactAnnex-VIII Check List

4. Your offer should be in “Two Separate Sealed Envelopes” as given below: ENVELOPE – 1: “Handling Company Profile – GH”(Containing Annex-II,III, IV,V, VII & VIII)

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 Melbourne in particular. 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

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Carrier’s Initial……… Handler’s Initial……..

AIR INDIA LIMITED


Tender no. GH/Comp/MEL/2016/017information in desired format or put in the commercial offer in Technical Bid envelope. Air India reserves the right to withdraw the complete Tender process at any stage without assigning any reasons thereof.In this response Services intent to be offered & provided, must be specified. “NO RATES MUST BE QUOTED OR INDICATED ON ANY OF THE DOCUMENT IN THIS ENVELOPE.” ENVELOPE – 2: “COMMERCIAL OFFER – GH”(Containing Annex- VI) Please submit your quotation (comprehensive rates) meeting the requirements of Annex II, III & IV (Version 2013 along with yellow pages of 36th AHM). The commercial offer be submitted by responding against each para of Annex VI. Air India desires bidder to abide by all the terms and conditions of Annex-VI. Additional terms & conditions related to the para, if any to be proposed, may be indicated at the end of respective para as additional sub-para.

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

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

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

7. The offers received will be opened in the office of the Airport Manager Air India (MEL) Tullamarine International Airport in the presence of bidders who are interested to be present. Initially the technical offers (Envelop 1) will be opened. The commercial offers (Envelop 2) will be opened if possible for those bidders who meet Air India requirements technically under Annex V. Bidders will be informed about date, time and venue for opening of bids at the contact no. indicated on the top of the envelopes.

8. If you require any clarifications, please contact Air India as per details mentioned below.

Mr. Madhu C MathenManager-Australia , Air India Ltd.Level 2, Melbourne Airport Tullamarine , Victoria 3041 Tel. + 61 386898999/998 Fax. +61 3 93301707Email: [email protected]

Mr. Manoj KakarSr. Asst.. General Manager,Handling Contracts and AgreementGround Handling Hqrs. Air India [email protected]: +91 11 23422182, 23422162

We shall appreciate if you confirm to above managers your participation in this tender.

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mailto:[email protected]

AIR INDIA LIMITED


Tender no. GH/Comp/MEL/2016/017Regards,

Madhu C Mathen, Manager-Australia

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Tender no. GH/Comp/MEL/2016/017ANNEX – I

Air India Flight Schedule Effective Summer Schedule-2016 at MEL (Terminal- _2 )

FLT No. DAYS A/C TYPE ARR DEP SECTOR308/309 1,4,6 B787 0600 LT 0945 LT DEL/MEL/DEL

Air India Flight Schedule – Winter 2015-16 at MEL(for reference)

FLT No. DAYS A/C TYPE ARR DEP SECTOR308/309 1,4,6 B787 0700 LT 1045 LT DEL/MEL/DEL

NOTE:

1. The Schedule provided above is for Summer Season – 2016 and last winter schedule. The Schedule for Winter 2016 will be advised when the same is finalized. It may be clearly noted that Schedule or aircraft type are subject to change & intimation of the same will be provided with reasonable Notice.

2. Change in schedule / frequency will not be a ground for seeking any escalation in Handling changes.

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

(*)-Configuration is approximate

4. Diversionary Airport of Melbourne (MEL) - Sydney, Adelaide, Canberra

5. Approximate Carriage of Cargo / Mail (including COMATs) to be handled per Month.

Cargo Mail/ Courier/COMATExport 10 to 15 Tons

6 to 7 (approx.) Tons

Import 8 to 10 TonsTotal 25 (approx.) Tons

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Aircraft type Passengers ULD ConfigurationF J Y Pallet Container

B787(all series) -- 18 238 04 18B747(all series) 08 18 375 04 22A330-200 00 24 255 04 14B777-200LR 08 35 195 04 18B777-300ER 04 35 303 06 24

AIR INDIA LIMITED



ANNEX – II

Resource Requirements and Service Standards Expected On Flight Days:

The resource requirements and procedures given in this document are the abstracts from Air India Traffic service manual and ground handling manual. For detailed procedures, GH company to refer to these manuals. The current copies of these manuals are also maintained by AI representative at the station. In case of any variance in this document / AI Manual from the local process, only on such aspects the local procedure will be established by consultation between Carrier and Handling Company.

This Annex-II will form a part of GHA and will be mandatory for Handling Agent for compliance.

1.1 PASSENGER HANDLING - RESOURCE REQUIREMENTS

Sr. No.

Description Numbers of positions Staff

Remarks/ Qualification of staff

1 Minimum no. of counters to be manned [F*/J] + Y(* as applicable aircraft type)

01F*/01J/5Ymay increase subject to booked load

Minimum 1 year experience as check-in agents

2. Ticketing Counter for excess baggage collection/e-ticketing counter/cashier/Service desk including upgrades /down grades/ re-booking/ re-issuance etc. (counter for 3 hrs)

01 staff with dedicated counter for 3 Hrs (from D-4 to D-1)

Fully conversant with ticketing/fares, BSP/IATA procedures, handling of e-FIM’s & Re-bookings. MUST be in the vicinity of 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 for Arrival and Departure

Minimum 3 years of experience of complete flight handling

4 load controller to perform Pre-flight Planning, Loading instructions, Trim, Service (coupon) control, etc.

01 staff Minimum 1 year experience in flight handling.

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

01 Flt. service controller/ counter supervisor

Minimum 1year experience in flight handling for designated

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Tender no. GH/Comp/MEL/2016/017Sr. No.

Description Numbers of positions Staff

Remarks/ Qualification of staff

& post flight functioning. work.

6 Departure activity / Boarding Gate (For Transit Count / Departure Count and handling UNM/VIP/CIP/WC/YP etc.)Note: Three Check-in staff to be multi tasked after closure of counters.

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

Minimum 1year experience in flight handling for designated work.

7 Lost, Found / Damaged property matters /PIR, Tracing (in World tracer system) etc./Mishandled Baggage and baggage related issues, complete handling of Passenger claims

01 staff Minimum 1year experience in customer relation & baggage service.

8 Departure Control System AI’s SITA / ARINC

10 Administrative Assist at back office – On request and recharges basis

01 dedicated staff 1year experience

11 Floor Walker(to check EB of Cabin bags and missing pax)

01 Staff 1year experience

*02 Staff of Arrival will be diverted for Departure Activity.

1.2 Passenger Service standards:

Sr. no.

Service Requirement Standard

1 Flight briefing to all Agents & staff ETA-15 Minute / D-4 hrs. earlier of the two2 Opening of Check-in counters 4 hrs before STD3 Closing of Check-in counters D-1 Hrs4 Open Gate service Counter D-2 hrs5 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 + 3010 Load sheet / PIL/Manifest/Seat Charts/

LIR to be delivered to Aircraft by Load Controller

to be delivered to Aircraft 30 minutes before ETD.

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Tender no. GH/Comp/MEL/2016/017Sr. no.

Service Requirement Standard

11 Baggage Tracer message by 6 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 Mts14 Offload GNS (gate no show) Pax

baggage.D-20

15 Boarding to complete D-2016. Wheelchair wait time (Arrival &

Departure) 15 Mins

1.3 Service Standards & Procedures for Passenger Handling

1.3.1 The staff will carry out the duties as given below following the procedures as given:

The staff must be smartly dressed, wear readable name badges. Courteous and efficient services with a smile are most important parameters for

quality of service to the Passenger. Extra care must be taken and all possible assistance must be provided to elderly

passengers, differently able, ladies with children, UNMs and VIPs/CIPs. Agents will ensure that excess and /or oversized hand baggage is not allowed and gate

withdrawal of such bags must be avoided. No oversized hand baggage to be taken with passenger onboard. Oversized Hand baggage must be checked, stopped and taken as check-in baggage only at check-in counter by check-in agents.

Agents knowing Hindi or any other Indian language will be preferred. Service controller will monitor Check-in activity, close counters in time and release

containers from baggage room for timely closing A/C holds and ensuring on time departures.

TRC will have advance intimation and will ensure interline connection of passenger & baggage, destination wise loading plan for baggage, and compliance with baggage reconciliation.

Flight supervisor (TRC) along with the Service Controller will ensure total compliance of error free APIS transmitted to Delhi (DEL) station, India.

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.

All passengers must be on board at least 20 minutes before departure. In case of passenger gate no show; timely action (D-20) must be taken to off load

their baggage to avoid delay to flight departure. All agents should have a minimum qualification of High School completed. 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.

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Tender no. GH/Comp/MEL/2016/017 Air India will provide initial training on AI specific systems and procedures by

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

Monitoring customer service at check-in line, to assist first/executive class passengers with their baggage and floor walkers to ensure retrieving heavy/odd size/cabin restricted hand baggage at the check-in counters & handover to check-in for tagging/ excess Baggage (if applicable).

Monitoring customer service at boarding gate to assist first/executive class passengers with their baggage and departure agents / floor walkers to ensure retrieving heavy/odd size/cabin restricted hand baggage at the boarding gate and & handover to check-in for tagging/ excess Baggage (if applicable) or as Limited release securely for loading in Security Container/Bulk.

Handling Company will prepare and maintain a flight folder for each flight. 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.

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

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

Monthly sales report must be submitted to AI office concerning all issuing EBG and MCO etc. Daily sales report summary shall be submitted to AI office after the flight for reconciliation with the system reporting.

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

1.3.2 In addition to the above, the following services must be carried out:

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

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.

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

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

The Handling Company will comply with the of CASA(CIVIL AVIATION SAFETY AUTHORIT), IATA, ICAO, ASOB, SAFA(Safety Audit of Foreign Airlines), Air India, local airport regulator and any other local / mandatory regulations by Aviation Regulatory Authority.

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Tender no. GH/Comp/MEL/2016/017 Periodic Review meetings will be held between the Carrier and the Handling Agent to

review the quality of service provided by the Handling Company and discuss any modifications if required.

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.

In case of delayed arrival of the flight, the Handling Company shall endeavor to reduce the ground time to 01 hour in order to make up the delay.

Handling Company will ensure deploying industry trained and authorized staff to carry out various functions under the contract.

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 as specified above in Para 1.2

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.

Assist transit passengers on arrival and provide necessary information and documentation, check-in and smooth transfer of passengers to the connecting carrier.

If Lounge Service is provided then the lounge should be well dressed and presentable as per standard arrangement, passengers should be greeted and assisted with their personal gear, offered a seat and drink/snacks with a smile. If the use of Business Centre is available it should be extended and accurate information on boarding time, gate and delay if any should be provided.

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.

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.

Flight supervisor must ensure Aerobridge is positioned safely and timely for arriving aircraft.

Prepare document in advance for mishandled baggage upon receipt of message from the previous station and provide necessary assistance. [Raising of PIRs and creation of files in World Tracer System with follow up for 21 days.]

Loading of baggage and cargo should be as per given load plan. GHA must take appropriate action for handling priority baggage, cargo and mail. Handling Company will maintain a <<flight folder>> for each flight for a period of at least 180 days. The file will include the final load-sheet with remarks and signatures, the balance chart if done manually, any last minute changes and the loading report duly signed along with the load message received and sent for a particular flight.

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.

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Tender no. GH/Comp/MEL/2016/017 In case of flight irregularity, delayed or cancellation, the Handling Company will

carry out issue FIM/ rebooking. APIS data to be updated and transmitted to DELIN after close of the flight. Any fine

levied to the Carrier for non-compliance will be charged to GHA. Operational documents/information (Flight plan/WX Chart/NOTOC) will be prepared

by Handling Company and delivered to the flight commander. ZFWT will be calculated and briefed to flight commander by Handling company. Complete handling and full support to Deportee passengers will be given by the

Handling Company which will include:

a) Flight arrangement (rebooking) 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 when

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

1.4 Crew Handling For Passenger Flights

1. The handling agency staff to prepare briefing sheet in advance. Briefing of dedicated Supervisor with AI official prior to arrival of flight/joining crew.

2. To do crew briefing at the time of departure and to liaise with BOM/DEL Operations in case of any difficulty. Flight plan to be generated from Air India Ops in India and received by Handling Company in Liaison with handling agency 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.

1.5 Functioning of Officers/ Agents/ Staff:

Passenger Services Supervisor- TRC (Dedicated Supervisor)

(i) TRC will be over all in-charge of complete comprehensive Ground Handling and a single centralized Handling Company officer to liaison with Air India Airport Manager.

(ii) To prepare Flight briefing with relevant Special handling messages on daily basis.

(iii) Sorting telexes/ mails.

(iv) Printing PNL’s and special handling for next day.

(v) ROC -.

(vi) Pre Catering Order

(vii) Faxing / email information sheet to relevant department.

(viii) Delay / Departure / Special Handling messages/ WCHR messages etc.

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(ix) AOS(area of sales for ticketing/ EBT /MCO etc) Reports prepared on a daily basis.

(x) Liaise with CUTE/SITA in case of system failure, action of telex messages and liaising with other agencies for WCHR / Ambu-Lift/ Stretcher Cases.

(xi) 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.

(xii) Ensure all post flight messages such as Hazmat Reports, E-ticket closure reports, Departure reports ULD arrival and departure message etc are sent on a daily basis.

(xiii) Regular handing over of Revenue documents and other flight documents to Air India Official.

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.

iii. Ensure staff do not get into altercation with passenger at check-in or Customer Service Desk.

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

v. 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

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

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

viii. Ensure that all passengers requiring special assistance are attended and escorted till the gate within the stipulated time.

Arrival Agents:

i. To meet the flight.

ii. Ensure all First and Executive class passengers are facilitated.

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Tender no. GH/Comp/MEL/2016/017iii. All transit passengers are met and assisted. The transit list needs to be carried .

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

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.

ix. Note down actual timings for first and last bag and give the same to back office staff 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 (one arrival lead agent and one porter) available at Baggage Hall for passenger assistance. These staff will offload F/J class and Crew baggage from arrival belt and line up to reduce congestion on belt. Also ensure put up play card stand clearly indicating priority and crew baggage.

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.

Gate Agents (Departure):

i. Ensure boarding staff arrives at gate 30 minutes prior to boarding along with stationary.

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

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Tender no. GH/Comp/MEL/2016/017viii. D-30 assess the number of passengers not boarded and bring to Air India Duty Manager’s

attention.

ix. In case of gate no show, etc. , liaise with ramp supervisor if bags to be offloaded.

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

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

xii. Once all on board as per system, tally boarding stubs and sign certification sheet and hand over to Air India Official for Flight release.

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

i. Greet Passengers with a smile.

ii. Efficient, Customer friendly and warm service.

iii. Check-in process of passengers should not be more than 3 minutes per passenger.

iv. Waiting time at Check-in queues should not be more than 15 minutes.

v. Travel documents of passengers shall be checked by Handling Agent’s Check-in staff at the

counters.

vi. Counters for economy class 1 hour and premium class check-in shall close 45 Minutes prior to

Departure respectively.

vii. Check-in to be performed on the Carrier’s -DCS system.

viii. Supervision to be done by Handling Agent’s supervisory staff proficient in AI flight Handling.

ix. Pre check-in of First and Business Class and VIP/CIP passengers to be done to reduce time

spent at the counter.

x. Monitoring of RBD violation mismatch, Date change penalties, fare difference etc and

collections to be made accordingly.

xi. Offer upgradation to applicable class (RBD) ticket holders of Economy class as per guidelines

of Get Upfront Scheme of Air India

1.7 SPECIAL HANDLING:

a) Departures :

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Tender no. GH/Comp/MEL/2016/017Staff to be positioned at the First Class/Executive Class counter to Meet and Assist passengers for Check-in. First class passengers to be escorted from kerb side to the Lounge and Executive Class passengers to be escorted till aircraft door on request basis.

At the time of boarding escort all passengers from Lounge to the respective gate.

b) Transit/Arrival :

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

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 & BAGGAGE HANDLERS :

i. To ensure queues are setup and prior to check in/boarding. ii. To escort passengers to Out of Gauge (OOG) counter.

iii. Liaise with WCHR service provider 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. Make sure availability of all joining passenger for boarding A/c and find out any missing

passenger.vi. Check out any out of gauge or excess cabin baggage at security hold area and direct passenger

for EBT payment at gate.

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 and / or issuance of FIMS.iv. In case of over bookings alternate flights to be looked for with other airlines prior to

commencement of check-in.v. Accounting of revenues at the end of each shift.

vi. Telex message/email to destination/ en-route stations for deportees to be sent post flight, clearly indicating if COD or not.

vii. Revalidation of the tickets in case of flight cancelation. viii. 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.

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Tender no. GH/Comp/MEL/2016/017ii. Staff to be at the gate at least 15 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.

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

vi. Liaison with Airport Authorities for passenger buses in case aircraft being parked on remote bay. Ensure positioning of required no. of Buses at ETA-05 mts. at designated remote bay for arrival pax.

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. Liasion with Airport Authorities for passenger buses in case aircraft being parked on remote

bay. Ensure positioning of required no. of Buses at D-90 mts at boarding gate for departing pax.

vi. 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.

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

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

ix. 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.

2. RAMP HANDLING

2.1 Resources Requirement for:

2.1.1 Manpower:

Sr. Staff Functioning DurationFrom To

1 01 supervisor with radio

Loading/off-loading in coordination with baggage room and check in counters and conversant with aligning Aero Bridge, to be available to cover the duration of flight handling.

ETA- 15 Mins

ATD

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Tender no. GH/Comp/MEL/2016/017Sr. Staff Functioning Duration2 04 Ramp

Operators / agents

well trained for Equipment (Lower deck loader/Conveyor/Pushback/Transporters/Tugs etc.) Operation, Ramp Safety and baggage Handling, ULDs restraining and locking

ETA-5 mins

ATD

3 05 Ramp Loaders on Ramp

well trained for Baggage loading/ Offloading, Ramp Safety, DGR/AVI/LAR Handling, ULDs restraining and locking

ETA-5 mins

ATD- 10 Mins

4 04 bagg. handlers- (Minimum)

delivery of Arrival Baggage in Break-up ETA Till last baggage deliver

5 05 Bagg. Room Agents (minimum)

loading departure baggage in destination wise containers as per given loading plan in Make up Area

D- 4 hrs

Till departure

6 01 Lead agent in baggage/makeup room with radio for coordination with Check in counters, Interline Agency and Ramp

D- 4 hrs

Till departure

2.1.2 Equipment:

S/no. Equipment Particulars QuantityDuration/Particulars

From (Mins) To

1. Lower Deck Loaders 02 ETA-05 Till Departure2. Conveyor Bulk Loader 01 ETA-05 Till Departure3. Toilet Flushing truck 01 Services to complete on or

before D-30 minutes4. Potable Water truck 01

5. Tugs for Ramp (cargo/Bagg movement-clear ramp before departure) 02 ETA-05 Till Departure

6.Tugs for Baggage movement between ramp &

breakup/ makeup- (One for Containers and other for Baggage Trollies from/to bulk Hold)

02 ETA-05 Till completion of

Arrival/ Makeup/ Flt clearance.

7. Container and Pallet Dollies (subject to CPM/ load) 16/05 ETA-05

8. Baggage Trollies 05 ETA-05

9. Push Back Tractor(to be positioned within 5 mins of request by TRC/ Supervisor 01 STD-10 Till clearance

of Taxiway.10. Tow bar (by Handling Company, as per operational Aircraft type) 01 STD-10

11. Wheel Chokes(min) 08 ETA-05 Till Departure12. Safety Cones 08 ETA-05 Till Departure13. Trestle( To open Front/Aft Cargo Holds) 01 ETA-05 Till Departure

14. Wing Walkers(For each Wing tip) During aircraft docking in and taxing out 02 -- --

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S/no. Equipment Particulars Quantity Duration/Particulars15. GPU & ACU/ASU(on request basis) 01 ETA-05 Till Departure

16.

A/c at Nose-in Bay

Auto Step required at R-4/ rear door if single jetty is connected. 01 ETA Till Departure.

A/c at Remote Bay Two Auto step at L-2 and L-4 02 ETA Till Departure.

17. A/c at Remote Bay

One Ambulift provided for embarking and dis-embarking

WCHR/PRM (on request)01 On Arrival and Departure

both.

18. A/c at Remote Bay

Passenger Buses-Arranged by Melbourne Airport

05+01(F/J class) On Arrival and Departure.

2.1.3 Ramp Service standards:

Sr. No.

Job Description Numbers / Parameters

1 Baggage Delivery a) First Bag : First / Executive Class A + 10 minutesb) Last Bag : First / Executive Class A + 20 minutesc) First Bag : Economy Class A + 15 minutesd) Last Bag : Economy Class A + 40 minutes.

2 Last Baggage release from baggage make up D-40 minutes3 Loading on A/C to be complete and holds closed. D-15 minutes.4 All arriving cargo from Aircraft to cargo warehouse A + 40 minutes.5 All departing cargo to be under the aircraft A -15 minutes.6 Closure of holds D-15 minutes.

2.2 Ramp procedures and Service Levels Staff working in operational area to be trained in Airside Safety and SMS (Safety

Management System). Only staff whose background check is done should be deployed for handling flights and

should be in proper uniforms. Marshalling and stop signal for arriving Aircraft on gate. Wing walkers(at each wing tip) must follow the pushback and must be available for

giving final ‘move out’ signal with Marshalling Torch. During arrival, wing walkers to give wing clearance to Aircraft for docking in to parking bay.

Ramp /flight Supervisor must ensure availability of Aerobridge operator at ETA-10mts and STD-10 mts.

Ramp Supervisor must ensure Aerobridge is positioned safely for arriving aircraft.

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Tender no. GH/Comp/MEL/2016/017 Ramp staff to be lined up 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 and Ramp Shoes to be provided by handling agency while working on ramp.

All the Ramp Staff must be trained for Safety, DGR handling and duly authorized for operating the type of Ramp equipment being operated from the training division of the handling agency, records to be made available on request.

Trestle is used to open the Cargo Holds (Front/ Aft). In case of ‘in plane’ system not working, sufficient staff to be deployed to carry out

unloading/loading activity manually. 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.

The timings of first and last bag on the belt to be maintained and submitted to the Airport Manager on a daily basis.

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.

Utmost priority to be given for delivery of First / Business class baggage. Hence immediately on arrival, both 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.

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.

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.

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.

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.

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.

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

Last joining Baggage must be released from baggage/ make up room by D-40 mts. Loading on A/C to be complete and holds closed by D-15 mts. Priority class baggage if loaded in any other can for some reason, must be reported on

loading sheet.

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Tender no. GH/Comp/MEL/2016/017 Baggage Room Supervisor will ensure handing over baggage received after closing of

flight, for safe custody with baggage services. Send forward(NSFT) message to destination station (for generating AHL at destination station) for the baggage pieces not loaded into aircraft for any reason, by D+20 minutes.

This document will form a part of GHA and will be mandatory for Handling Agent for compliance.

Trained staff with proper authorization for driving/operating flight handling equipment with authorization certificate from approved agency and qualified to operate in plane ULD loading system.

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.

Water potability tests to be carried as per local regulations and test certificate to be made available on request for Air India audit for safety etc.

All arriving Cargo must be sent to Cargo ware House not later than 60 mts of arrival of aircraft and departing Cargo to be brought under aircraft, under security escort, at least 2 hrs. before departure.

The Handling Agent will record arrival message for each flight and submit a weekly ULD Inventory Report / update LMS and Monthly performance report in desired format.

The Cargo offloaded from Arrival flight will be transported to Melbourne Cargo warehouse while the Postal Mail will be offloaded from the aircraft and delivered to the postal authorities (Australia –Post Office , Tullamarine) under acknowledgement.

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.

Transfer of cargo & mail from aircraft to ware house & vice- versa. The departure cargo will be picked up from the Cargo Terminal to the aircraft for loading

at 15 Mins before arrival. After off-loading of the aircraft the inbound cargo pallet and containers to be taken from aircraft to Carrier’s Cargo handling Agent Warehouse within 40 mins of arrival.

Staff on the ramp must be trained with all requisite certificates as required by Local Aviation/ Airport Operator including Safety Management System (SMS). Only authorized ramp staff should deal with Loading /offloading of DGR of all Classes in liaising with Cargo Staff.

ULD agreed float (24 LD3 and10 Pallets) to be maintained at station as per the standard configuration of operating aircraft or as agreed upon. No extra containers to be blocked at station. Holding more than 10% of agreed allocated ULD will levy penalty as per SLA..

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Tender no. GH/Comp/MEL/2016/017 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.

Ensure safe operation of all equipment in facility.

The Handling Company will provide storage for the required ULD's of the Carrier and will submit an inventory report on weekly basis to Air India personnel.

To liaise with interline carriers regarding the status of connecting baggage at D-40 and inform Flight Supervisor.

3. CABIN CLEANING :

3.1 MANPOWER AND EQUIPMENT REQUIREMENT

01 Supervisors, and minimum 08 to 12 cleaners, 02 Vacuum Cleaners, other approved cleaning equipment and materials in sufficient Quantities.

Storage space (suitable) for Cabin material to maintain 3 months requirement of Cabin service items, viz. blankets, head rest covers, pillow cases, trolley covers, damask napkins, trash compactor, head-sets, air sickness bags, toiletry items, paper napkins, toilet rolls. Stocks for 3 Months of cabin service items will be stocked at MEL.

The Ground Handling Agent will monitor the consumption pattern and on a monthly basis shall advise Manager-MMD through telex SITA CODE BOMJHAI with a copy to BOMHHAI for necessary replenishment action through Airport Manager Melbourne (E-MAIL:[email protected].). Handling Agent should submit a monthly stock statement of cabin service items and arrange replenishment of stocks through Airport Manager, MEL.

3.2 PROCEDURES AND SERVICE LEVELS.

- 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.

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

- All staff entering and exiting aircraft will be subjected to security check.- Complete cleaning must be performed within 40 minutes without any compromise

in service.- In case delayed arrival, the ground time of the flight will stand reduced to 01Hr

and the Handling Agent should supplement manpower to achieve desired cleaning standard within available time.

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Tender no. GH/Comp/MEL/2016/017- Arrangement for taking away and suitable disposal of cabin, galley and toilet

garbage should be made.- The Handling Agent should obtain signature from IFS/CIC, on worksheet for

satisfactory cleaning of aircraft and should submit the same along with their invoices.

- Supervisor will submit Cabin Cleaning Report for every flight to Airport –Manager, Air India giving names of staff allocated, the timings of starting and finishing of cleaning job and obtain signature of In-flight Supervisor/Cabin in-charge/AI Officer for satisfactory service.

DETAILS: TURNAROUND CLEANING

FLIGHT DECK SERVICING -- Work to be carried out under the supervision of authorized personnel.- Disposing off litter- Clearing waste from seat back stowage and racks- Wiping crew tray tables- Cleaning and tidying seats- Mopping floor (to clear stains if any)- Cleaning flight deck windows on inside as requested

CABIN SERVICING –

- Clearing waste from seat back stowage and overhead stowage.- Replenish relevant seat pocket items as instructed- Wiping tray tables- Cleaning and tidying seats, arrange seat belts and passenger service units

- Clean floor (carpets and surrounds); Pickup any litter/ waste on floor/ seat & put in to galley waste bins before removing of galley waste bins by Catering contractor.

- Clean telephone/ LCD Screens, any other equipment as per instructions- Wipe surfaces in pantries, galleys (sinks and working surfaces)- Wipe surfaces in toilets (wash basins/ bowls/ seats/ mirror and surrounds) and

replenish toilet items as instructed- Remove as necessary, any contamination caused by airsickness, spilled food or

drink and offensive stains- Empty all refuse bins/ trash compactors, replenish with new liners, boxes- Clean and tidy pantry, galley fixtures.- Clean floor and floor covers extensively with vacuum cleaners- Replenish – used blankets with fresh ones, soiled duvet cover, head rest covers,

pillow covers – as per instructions.- Distribute newspapers/ magazines, etc. as per instructions.- Cleaning of Bunkers including replenish of duvets, pillow covers etc. At-least one cleaning staff to be retained to facilitate last-minute requirement, till the aerobridge/ step ladder is removed.

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Tender no. GH/Comp/MEL/2016/0174. FLIGHT OPERATIONS FUNCTIONS:

i) The handling Agency meets the requirements and has the approval from the Local Authority to carry out the Flight Operations functions.

ii) Functions/ services mentioned in 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 and

sending the appropriate Flight Plan Generation Request to the Flight planning vendor’s computer system. (Flight Plan prepared at India – Liaison with India/Crew for all FP related issues).

v) The handling Agency should be able to provide Flight Operations Services at the Company Designated Alternates for Tullamarine. (i.e. Designated Destination Alternates for MEL are (Sydney, Adelaide and Canberra ) in case of diversion.

vii)Air India or Director General of Civil Aviation of India, singly 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.

Functioning of Load Controller:

EZFWT to be given to the Departure captain while reporting at the check-in counter in order to finalize the fuel figure.

ZFWT will be calculated and briefed to flight commander by Handling company immediately after the closure of check-in counter.

Operational documents/information (Flight plan/WX Chart/NOTAM) will be prepared by Handling Company (Load Controller) in liaison with Carrier Base station, print the required document and deliver to the flight commander well in advance.

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Tender no. GH/Comp/MEL/2016/017 Loading of baggage and cargo should be as per given load plan. Load sheet to be delivered to Aircraft 30 minutes before ETD. 03 Copies printed of flight plan at the time of CIC briefing.

5. CARGO: Handling of cargo in Handling Agent's Premises

For handling of cargo at cargo Ware the following functions would have to be performed by the Handling Agency.

5.1 Cargo Handling Services

5.1.1 The Handling Company will provide cargo handling services as specified in Annexure IV in their warehouse and provide necessary manpower, supervision services including dedicated Customer Service Agent. The job requirement is given in details below.

5.1.2 The Handling Company should hold all warehouse equipment for handling the cargo at their cost.

5.1.3 The Handling Company will provide storage for the ULD's of the Carrier and will submit an inventory report on weekly basis to Air India personnel.

5.1.4 The Carriers may display its signage and corporate logo on the Handling Companies facility.

5.1.5 The Handling Company will ensure that all Govt. formalities like (CASA(Civil Aviation Safety Authority), ICAO, IATA) customs, health, safety labour and other mandatory requirements are complied with.

5.1.6 Dangerous goods will be accepted by Handling Company's trained personnel in accordance with the latest edition of IATA DGR CASA guidelines and Carrier's special instructions. The staff from the Handling Company performing these functions should hold valid certificate, periodically updated.

5.1.7 All special cargo such as VAL, PER, HUM, DGR, etc. either for Export or Import are to be escorted, treated and stored in accordance with instructions of AWB, IATA, Customs & Security regulations.

5.1.8 Consumables for ULD build up of export cargo like skids, plastic cover, lashings etc. will be supplied by the Handling Agency and should be inclusive in the quoted rate.

5.1.9 The Carrier will retain a charges collect fee of 5%. For all Charges Collect shipments, the entire amount, including CC fee of 5%,is directly paid by the Consignee to AI account.

5.1.10 No extra charges shall be applicable for providing the services at night, on Saturdays, Sundays or legal holidays.

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Tender no. GH/Comp/MEL/2016/017of the carrier's flight informed 6 hours, prior to STA.

5.1.12 The handling Company will provide (or arrange from third party) for X-ray machines/ETDS which will be manned by trained and certified Security personnel of the Handling Agent for mandatory X-ray of all Export cargo and mail.

5.1.13 All arrival/departure activities (AWB data & warehouse functions) inclusive of ULD movements on Air India flights to be completed on Air India’s cargo system, i.e. Unisys’ LMS (Logistics Management System). Air India will provide access to its system.

5.1.14 For cargo destined to points beyond MEL, onward flight/trucking details should be entered in the system.

5.1.15 The terminal charges for export, import and transhipment consignments will be determined by market practice and will be charged with Air India concurrence.

5.2 Security requirement

The following will be the security requirement, which will be provided by the Handling Agent

i) Strong rooms for keeping the valuable cargo.ii) Separate area to be provided by the Handling Company for retaining cargo which

requires 24 hours cooling period.iii) Premises should be safe guarded by trained personnel with modern security

equipment. The selected cargo handling agency, apart from following CASA/DTLR/TSA/BCAS procedures will also have to observe Air India procedures, which will be apprised to them.

iv) The Handling Agent will allow Air India Security or its authorised agency to carry out their functions in the Handling Agents warehouse.

5.3 Standard of Service Expected and Staff Requirements: The common job requirements applicable for export/import/flight handling tarmac coordinators/customer services unit and COMAT handling are given in details as below for Export / Import Handling. Following positions to be manned as per the timings given below:

S/no. Functions Strength of staff Required

i Import / Export Claims Supervisor Customer Services Unit – all seven days-(office working hours 0900 to 1730 hrs)

1

ii Flight Handling Warehouse Coordinator (also to perform LMS functions) Secretarial / Bill Passing / Accounts (on days of operation- 0900 - 1730Hrs)

1

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Tender no. GH/Comp/MEL/2016/017iii Tarmac Coordinator for Cargo handling- as

per schedule & Supervisor to cover daily operations during flight operations time

1

Sufficient number of staff / supervisors to be trained to fill in for the leave vacancies to ensure availability as per agreed deputation on all days.

5.3.1 The warehouse staff should be well trained and qualified to operate handling equipment.

5.3.2 All staff of the Handling Company should have valid license for handling Dangerous Goods and meeting all IATA DGR, CASA Guidelines requirements for handling of Air India export and import cargo.

5.3.3 The Handling Agent will ensure that due care is taken for avoiding damage to the property. The Handling Agent will also comply with all local health and safety regulations and the security parameters as drawn and established by Air India. In addition, the Handling Agency shall also be solely responsible for strictly adhering to the Local and Federal Regulations.

5.3.4 Continuity of staff (trained) in carrying out Cargo functions to be maintained.

5.3.5 Storage space for Air India containers under section 6.3.1 of Annex-IV (for 24 LD3 containers and one pallet shelf up to 10 pallets.) . Containers for loading cargo should be limited to special cargo and perishable cargo only.

5.4 JOB REQUIREMENTS – EXPORT CARGO

5.4.1 Receipt of cargo consignments in Air India warehouse, with all relevant documents to be checked by agent receiving/accepting the documents.

5.4.2 The handling agent staff shall inspect cargo – condition or test by explosive/x-ray if required and verify labelling in the presence of Air India’s representative.

5.4.3 Check and weigh consignment. If cargo is of valuable nature (silver, gold), Duty Manager or Duty Supervisor to be present during weighing operation. Correction if necessary to be made on the AWB.

5.4.4 Reading weight / charges etc., in the presence of the freight delivering agent.

5.4.5 Documents to be entered in the system for customs purpose, and assigned to the relevant flight as per the booking sheet, which will be given to the handling agent by Air India Cargo GSA every day.

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Tender no. GH/Comp/MEL/2016/017The Handling Company should have a licensed staff to handle dangerous goods – Export / Import in accordance with current IATA DGR , CASA Regulations and ensure that such a staff is made available for acceptance and handling of Air India cargo containing dangerous goods.

5.4.7 Ensure all security documentation is in order, and if not, the same to be obtained from the exporter / agent by telephone. Also a copy of the Security Regulatory Authority letter as required by local laws is to be obtained.

5.4.8 All customs procedures to be processed and ERL's to be delivered to customs as per customs requirement.

5.4.9 All efforts to be made for utmost utilization of the aircraft space available. This is to be done based on the booking sheets provided to the handler by Air India Cargo GSA and further through telephone calls, and finally completion upon receipt of final LPM. Post Office mail and company material also to be forwarded following the above yard sticks, with the ultimate objective for total utilization of the space available.

5.4.10 To produce a Loading Sheet for the warehouse staff to build the ULD / loose accordingly.

5.4.11 The warehouse staff to act on the Loading Sheet and advice the office staff, who in turn will prepare the final manifest depicting the ULD No. / loose cargo and the contents.

5.4.12 Supplementary manifest to be prepared to account for the last minute changes on the cargo carriage.

5.4.13 Telex messages to be sent within 1 hour of departure of flight to all concerned, regarding the joining load for the flight, with all dangerous goods details or special cargo handling details and any other required information.

5.4.14 In case of payload / space restrictions, the cargo load to be adjusted and documents / computer to be updated accordingly.

5.4.15 Requisite number of copies of air waybill, manifests and tally sheets to be prepared for export and import cargo to be forwarded onboard the aircraft for distribution at destination and distribution at origin, for all concerned.

5.4.16 Postal mail copy to be collected by the handling agent from Postal Authorities and handed over to the warehouse staff. Bags to be checked against mail documents (CN38) and X-rayed and forwarded. Likewise Post Office mail delivered landside by Postal Authorities is received by warehouse staff and forwarded on the first available flight.

5.4.17 Document M1 to be raised after mail has been dispatched, copies of which to be forwarded to MEL Accounts for billing, and copy forwarded to Cargo Mail Section, Mumbai/ Delhi, for record.

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5.4.18 For dangerous goods, a NOTAC has to be produced, including copy of declaration and copy of relevant blue page from DG Book to be handed over to the Captain for his signature. A signed copy for Load Control Unit and flight record to be obtained.

5.4.19 All joining valuable / perishables on board to be advised to security and cargo co-ordinator in the morning.

5.4.20 To send the telexes pertaining to flight departure, i.e. valuable cargo, diplomatic mail, perishable cargo, dangerous goods, trans-shipments & HUM, UCM and any other special handling messages to transit and destination station. For cargo offloaded, intimation to be sent to destination.

5.4.21 To give joining cargo/mail figures once flight has departed to traffic/load Control staff.

5.4.22 To prepare manifest in FFM format and AWB-wise after each flight departure.

5.4.23 To provide backlog figures as and when required.

5.4.24 Export Tracing: - Offloaded cargo, missing cargo - relevant telexes to be sent to the various destinations until the cargo has been traced.

5.4.25 Execute export AWB and prepare transfer at source. TFM on behalf of Air India.

5.4.26 In case an AWB is used from strong room, the register must be filed.

5.4.27 To manifest and prepare documents for movement of cargo shipped by road.

5.4.28 To handle any claims received from agents.

5.5 JOB REQUIREMENTS – IMPORT CARGO

5.5.1 Import documents brought from the Air India flights, by Air India coordinator & to be segregated into:

a) Imports for MELb) Imports for trans-shipment.

5.5.2 MEL documents to be fed into the computer for the necessary customs clearance and AMS inputs completed.

5.5.3 Trans-shipment documents also to be similarly fed into the computer for obtainingthe necessary release note and transfer manifest for the ultimate destinations.

5.5.4 To book onward cargo with relevant carrier and obtain confirmation.

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5.5.5 Arrange for transport to the receiving carrier's warehouse, on or in the close proximity of the airport of arrival of transfer cargo under cover of the transfer manifest.

5.5.6 To notify consignee or agent of the arrival of the shipment by means of Cargo Arrival Notice and also contact them via phone or fax, and record the same.

5.5.7 Warehouse staff to offload the cargo from Ground Handling Agent's bulk Lorries and ULD trucks, and then break down and / or empty ULD'S.

5.5.8 One import manifest to be given to cargo warehouse supervisor to check the actual cargo arrival in the warehouse, and pieces to be checked against the manifest.

5.5.9 On completion of the above, status one to be sent- FLIGHT REPORT / DISCREPANCY if any & accordingly TELEX TO BE SENT TO ORIGIN STATION/SECURITY.

5.5.10 Arrange for collection of DO fees as applicable and shall prepare and issue Delivery Order to the consignee/agent, and provide a receipt copy of the DO for Air India record. The DO fee collected should be remitted to Air India.

5.5.11 Arrange for collection of charges on 'charges collect' consignments as per the airway bills and remit the same to Air India.

5.5.12 Release cargo to the consignee or agent upon proper release by customs and other government agencies as required.

5.5.13 Take action in accordance with applicable instructions when consignee refuses acceptance or payment, i.e. send telex/email to originating destination, with follow-up action. IRP to be raised and sent to point of origin with a copy to Air India in accordance with IATA RAM(Revenue accounting Manual).

5.5.14 Any shipper built ULD handed over to agent / consignee must be recorded, reflecting the Condition of the ULD with ULD numbers and also to ensure that it is returned within 2 days in the same condition as and when handed out. In the event of loss or damage, the handling agent must inform Air India, who in turn will take necessary penalty action against the agent / consignee.

5.5.15 To report any damage on telex/email to originating station, and accordingly prepare damage report. The same to be stamped by Air India Security.

5.5.16 All import tracing i.e. inbound missing cargo, insufficient addresses, no response from importer etc., and disposal instructions to be requested via telex by the handling agent.

5.5.17 To do bond check every week with a copy to Air India.

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Tender no. GH/Comp/MEL/2016/0175.5.18 Trucks ex other cities to be off-loaded by the warehouse staff, and transactions are to be

treated as an import inbound flight, except copy 5 of the TI document is stamped by customs and should be filed.

5.5.19 Pallet stock inventory to be carried out every fortnight, and SCM telex/email to be sent to Air India representative, AI cargo operations and GH Unit. Handling Company to send telex thru SITA/ LMS to (MELKFAI/BOMFXAI/ BOMFVAI/ BOMFDAI/ BOMKFAI/ BOMGYAI/BOMFMAI) and also send email at [email protected].

5.5.20 The container inventory to be carried out every fortnight and UCM telex to be sent to MELKFAI/ BOMGYAI/BOMFVAI/ BOMKFAI/ BOMFXAI/BOMFMAI.

5.5.21 To handle / reply to any claims received from agents / shipper / consignee.

5.5.22 Postal mail to be handed over to Postal Authority with copy of CN38 within 2 hours of arrival of flight. Copy of receipted CN38 (signed and stamped by the Postal Authority) along with M2 form to be forwarded to Cargo Mail Section, Mumbai, for record.

5.6 JOB REQUIREMENT - TRANSFER FUNCTIONS

1. DIP MAILImports

- Prepare transfer manifest/ in-bond labels.- All docs taken to Customs for approval and brought back to ensure all

shipments transferred same day, if possible.- All shipments taken physically to respective airlines' warehouse with respective transfer

manifest.

Exports

- Receive transfer manifest from interline carrier/trucking company - checkairway bills and customs approval and other docs.

2. CARGO

For Import - consignments-book on telex with respective airlines, execute transfer manifest, and load on truck or physically take to interline carrier.For Export - receive from trucking company/interline carrier.

5.7 JOB REQUIREMENTS/ FLIGHT HANDLING - TARMAC CO-ORDINATOR

5.7.1 Check all incoming telexes and distribute as per flight and action accordingly.

5.7.2 The flight coordinator to use the handling agency’s airside transportation for attending flights.

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Tender no. GH/Comp/MEL/2016/0175.7.3 The flight coordinator on duty will function and report to Airport Manager, Air India / Air

India flight coordinator.

5.7.4 Check all freight that has been built for the flights and see if anymore allocation available from load control and then organize with warehouse staff and handling agent to build the extra containers /Loose and pass weights to load control. Ensure all pallets and containers space is used to the maximum.

5.7.5 To check if all documents/manifests are ready for the flight. If valuable cargo being accepted i.e. Gold, to be weighed in coordinators presence and ensured all documents to be amended.

5.7.6 To check dangerous goods notification to captain (NOTAC) is made with all relevant copies attached.

5.7.7 To advise Ramp agent the quantum of load for the flight.

5.7.8 To accept Cat A Bag (diplomatic bag) from Indian High Commission in the morning and manifest the same with copies for Accounts MEL& BOM and copies for flight purser and flight folder.

5.7.9 Coordinator to monitor dispatch of all cargo from the warehouse in the correct position for easy loading.

5.7.10 All joining post office mail documents to be listed with forwarding flight details to post office on weekly basis.

5.7.11 a) Incoming flight:

Take over any Cat A Bag from the incoming Flight Purser. i) To check for any valuable incoming cargo.

ii) Load any joining valuable cargo in presence of Air India Security fill in valuable note.

iii) Ensure valuable container cargo is offloaded.iv) Incoming Valuable cargo to be taken to warehouse and stored in

strong room.v) Valuable mail bags to be personally handed over to post office with receipted

stamped/signed copy of CN38, and copy of same forwarded to Cargo Mail Section, Mumbai.

vi) To ensure all pallets/containers/bulk cargo is correctly offloaded and same transported to warehouse.

vii) Coordinator to ensure Courier is offloaded and taken to Courier Facility.viii) For short landed courier appropriate telexes to be sent.

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b) Departure flight:

I. Hand over Cat A Bag joining / transit to Flight Purser.II. Load joining documents / manifest in designated container.

III. NOTOC with Dangerous Goods to be shown to Captain indicating Degree of Danger of Goods/ Loading position. Signature on NOTOC to be obtained, copy to be handed over to Load Controller/flight departure file.

5.7.12 Courier accepted has to be X-rayed/ETDS checked by Cargo Terminal Operator after receiving Security Declaration form from Forwarding agent and each bag has to be tagged. Security letter has to checked and copy of tag attached. Same to be handed over to Air India Security Manager/Designated Security Officer. Bags to be picked up by Ramp agent to be monitored and taken to aircraft and loaded. Weight to be advised to load control. Telex to be sent on departure.

5.7.13 In regards to incoming mail on flights from India for MEL/ onward destinations, the second Coordinator to go to post office with Ramp agent driver to ensure all MEL bound mail is delivered and documents stamped by Post Office and all onward destined mail to be taken to various airlines and handed over by the coordinator. After receiving stamped mail docs, M2 form to be prepared listing all mail bags and forwarded to Cargo Mail Section, Mumbai, with copy in our flight folder. The handing over of postal mail to Postal Authority/transfer to airlines for onward destination should be made within two hours of the arrival.

5.7.14 After flight departure all flight handling reports to be completed. All on-load / offload cargo figures to be passed to AI load control, MEL and to Mumbai by telex. All valuable / Cat A / joining Mail / AOG / Human Remains telexes to be sent. Pallet in / out inventory to be kept on daily basis and forward to Mumbai on fortnightly basis. Daily flight record (Arr/Dep) of all revenues/stores/mail figures to be maintained.

5.7.15 Handover on daily basis to AI, copies of 1) Import/Export manifest and airway bills.2) Import/Export cash MAP/Bank deposit slips.

5.8 JOB REQUIREMENTS - CUSTOMER SERVICES UNIT

1. To handle all inquires for export/import, answer telexes, make arrangement for movement of special cargo. Pre-alert telexes for cargo needing special attention to be sent to concerned stations. Maintain records of export shipments including filing of CTM. Sort discrepancies pertaining to export / import consignments. The customer Services Unit will function under the direction of Air India personnel.

Functions to be performed:i) Post flight computer action on every consignment to LMS – freight delivered.ii) Import notification – by telephone / fax & e-mailiii) Telephone queries for export/import.iv) Cargo bookings.

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Tender no. GH/Comp/MEL/2016/017v) Tracing – mishandled cargo/ short-shipments.vi) Flight details/arrival details for export/import shipments.vii) Handle General cargo rates (TACT-The Air Cargo tariff) enquiries.viii) Miscellaneous queries – Storage charges, documentation, special handling of cargo

etc.ix) Postal mail statistics – AV7 statement made for each flight for Cargo Mail Section,

Mumbai with a copy to Air India.x) Auditing of flight – check air waybills for correctness of weight, dimensions, PER

clause and other fields.xi) Maintain daily Cargo uplift statistics.xii) Issue CCAs.xiii) Cover for other staff for lunch hour / vacation – six weeks each plus sick leave.

Supervisor’s additional functions:

S/no. Particulars1 Cargo Claims – export and import.2 Special customers/ cargo requirements/projects3 Handling of all queries from Indian missions regarding export,

import, diplomatic mail etc.4 Maintenance of building / equipment including repairs5 All correspondence pertaining to customer service

5.9 General Cargo Handling Specifications

1. Liaise with local authorities.2. Indicate the Handling Company is acting as handling agent for Air India.3. Dispatch and receive all messages in connection with the services performed by the handling

company, using Air India originator code, as applicable. Maintain a message file containing all above-mentioned messages pertaining to each flight.

4. Maintain clean, well lit facilities for handling of cargo, protecting cargo from unauthorized access and weather.

5. Take appropriate action to prevent theft of, or damage to, cargo.6. Ensure safe operation of all equipment in facility.7. Provide acceptance/certification check for all dangerous goods to be handled per existing

procedures and regulations applicable to Air India.8. Obtain receipt upon delivery of cargo.9. Maintain all files ( e.g. security, dangerous goods, live animal, human remains, mail etc ) in

accordance with Air India and regulatory requirements.10. Check all documents to ensure shipment may be carried in accordance with Air India’s and all

applicable regulatory requirements.11. Place cargo under Customs’ control, if required, and clear discrepancies in accordance with

local regulations.12. Present to Customs, as required, cargo for physical examination.13. Take immediate action in accordance with Air India’s and/or local authorities’ instructions in

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Tender no. GH/Comp/MEL/2016/017respect of irregularities, damage or mishandling of dangerous goods and special cargo shipments. Set up inspection services as required.

14. Report to Air India any irregularities discovered in cargo handling. Research and resolve air waybill discrepancy reports.

15. Handle lost, found and damaged cargo matters, as mutually agreed. ( Repair or repackage damaged containers/cartons for further carriage.)

16. Notify Air India of complaints and claims, giving supporting data.17. Resolve customer complaints at first point of contact within established guidelines.18. Non-delivery notices must be completed and mailed for unclaimed shipments.19. Take action in accordance with applicable instructions when consignee refuses acceptance or

payment.20. All import short shipments, damages and short landings must be telexed to the origin and

transit stations and a proper short shipment and / or damage report filled out.21. All irregularities must be marked and updated for quick response.22. Balance actual daily collections.23. Deposit collections in Air India account and maintain record.24. Forward all documentation pertaining to collection to the Accounts Office.25. Handle company mail, as mutually agreed.26. All Stationary such as Customs clearing documents for import and export to be provided by

handling agent as per industry practice. For example carrier certificates, inbound transfer documents etc.

27. Handling Agent should provide his own internet access and computer to comply with Customs Regulations and submission of export declarations for COMAT.

28. Cleaning of the office premises provided to AI should be arranged and provided by the handling agency.

5.10 Cargo handling on Ramp side

After off-loading of the aircraft the inbound cargo pallet and containers to be taken to AI Cargo warehouse not later than 60 minutes of arrival. The departure cargo should be picked up from the Cargo warehouse and positioned under the aircraft for loading at least 2 hrs before departure.

Postal Mail will be offloaded from the aircraft and delivered to the postal authorities and record maintained for the delivery.

All cargo movement from/to aircraft and ramp must be under security escort and cargo should not be left unattended at any time.

The Handling Agent will ensure that all Government formalities like ASOB, Customs, Health, Safety, Labour etc. and other mandatory requirements are complied with.

Dangerous Goods will be accepted by Handling Agent's trained personnel in accordance with the latest edition of IATA DGR and Carrier's special instructions. The staff from the Handling Agency performing these functions should hold valid certificate, periodically updated (cooling period to be maintained).

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Tender no. GH/Comp/MEL/2016/017 No extra charges shall be applicable for providing the services at night, on Saturdays,

Sundays or legal holidays.

6 SECURITY SERVICES AND RESOURCE REQUIREMENTS

The Handling Agent should comply with requirement, regulations and procedures of CASA(CIVIL AVIATION SAFETY AUTHORIT). The Aviation Security Operations Branch (ASOB) – 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. All handling agency staff must follow Air India’s security requirements and procedures.

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Tender no. GH/Comp/MEL/2016/017ANNEX-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 MEL concerning service delivery standards for the ground handling services contracted between the two parties. This document is being singed 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.

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. The penalties levied by Carrier under this SLA does not require any notification under Paragraph 10 of Annex-VI.

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 Á,B,C,D of this Annex, shall be independent of parameters & penalties stated in Para E. The penalties, so mentioned in Para E, shall apply on the total monthly GH bills.

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 Penalty06-15 10%16-30 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 CASA(Civil Aviation Safety Authority), ICAO regulations- Annex17 etc.,) within the responsibility and control of Handling Company.

Penalty: Reimbursement of fines/fees imposed on Air India .

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D. Documentation

Sr.No. Description Compliance Penaltyi) 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.

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

100%

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

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

iv) No mishandling due check-in error in handling

100% Actual compensation paid to the passenger will be recovered

v) No baggage left behind 100%vi) Correct documentation of

PIR/DBR100% Actual compensation

paid to the passenger will be recovered

E. Performance Parameters and Penalties -

Sr.No.

Service Requirement Penalty per flight if not complied amount in

AUD1 Counter

opening4 hrs before STD 150

2 Dedicated Supervisor-TRC

01 for every flight 150

3 Check-in Agent

Total 06 100 per staff

4 Container/Belt loader

2 container loaders with trestle and/or belt Loader immediately on arrival

150

5 Baggage delivery

First baggage on belt to be business class baggage in 10 mins after arrival

150

First Economy class baggage 15 mins after arrival

150

Last Baggage 40 min of arrival 150

2 Baggage handlers in customs/ arrival hall/ arrival belt

100

6 Cargo/Mail delivery

Inbound all cargo/mail delivered to Warehouse within 60 mts of chocks on

100

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Tender no. GH/Comp/MEL/2016/017Sr.No.

Service Requirement Penalty per flight if not complied amount in

AUDOutbound- positioned 15 mts prior to ETA

200

7 Supervisor 1 Supervisor each under aircraft & bag room

100

8 Delay of GS Equipment on hardstand

ETA-5 Mins for Scheduled Equipment & beyond 10 mins of request

100

9 DGR/AVI/VAL/ HUM loading/ offloading to Flight

DGR/AVI/VAL/ HUM loading/ offloading to Flight with no spillage in AIRCRAFT / Ramp & following regulations / guidelines of DGR loading/ offloading

500 + any penalty by Local Authority at

Airport.

10 No damaged ULD should be loaded

All serviceable containers to be loaded. (as per SAFA guidelines)

1000 per incident

11 Proper handling and no damage to ULD

ULD not to be damaged by Handling Company at station with zero failures.

Cost of ULD

12 Arrival HUM/ AVI/ VAL/ DGR

To be moved from arrival bay/ ramp within 10 min after offloading

500 + compensation paid by carrier to

consignee13 Required

Ramp staff Present on Ramp as per Para 2.1.1 of Annex-II

300

14 Information about arrival damage Container (if any)

Within 60 minutes of arrival to Air India representative.

Cost or Repair/ Replacement of ULD

+ any penalty (ies) imposed on Carrier by

regulatory/ audit agencies

15 Re-booking/ e-ticketing/Re-validation & Reissue of tickets.

Within 2 hours of flight cancellation and transfer passengers.Immediate for passenger reporting at airport for normal/schedule flights.

200

16 WHCR/ PRM Waiting time not to exceed 15 mins 150 per pax

F Other targets and penalties

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Tender no. GH/Comp/MEL/2016/017Sr. No. Activity Monthly

TargetPenalty for not meeting target

(% of monthly bill)1 CARGO

Export Cargo reach airside for loading D-2 hrs

99% 1%

Dispatch incoming cargo to warehouse ATA+1 hr

98% 1%

ULD SCM/float message- 1st & 15th of every month

100% 1%

NOTOC (Cargo)to be presented to the Captain D – 1 Hrs.

100% 1%

Maintain ULD Float as per (not more than agreed allocated ULD float + 10 %)

100% 3%

2 SAFETYDGR/AVI/VAL/ HUM acceptance strict to IATA regulations

100% 1%

Loading Supervisor To Be DGR trained 100% 3%Staff working in operational area to be trained in Airside Safety and SMS (Safety Management System).

100% 3%

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.

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.

3 CABIN CLEANINGCabin Cleaners to be ready to commence as soon as pax disembarkation is complete

97% 1%

Complete the cabin cleaning functions within 35 minutes of commencement

Max 1 case per Year

1%

Discrepancies in quality of cabin cleaning(reported by Passenger/ Crew)

Max 1 case per Year

200 per case

Quarantine-any fines / penalties by Local regulator

Nil Any fine imposed to Carrier

4LOAD CONTROL/FLT OPS/ DOCUMENTATIONSigned Load sheet/Flight Plan/ other flight ops related document to be delivered to Commander on or before D-30 mins

100% 2%

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Tender no. GH/Comp/MEL/2016/017Sr. No. Activity Monthly

TargetPenalty for not meeting target

(% of monthly bill)NOTOC/ Flight plan/WX Chart/NOTAM, wherever generated to be acknowledged & signed by pilot in Command and a copy to be retained.

100% 5%

All above parameters shall be taken only wherever they relate to Handling Company and is within Handling Company’ responsibility & control. Handling Company to provide the handling report for certification by the authorized AI representative after each flight.

Signed the Signed theAt At

for and behalf of for and behalf of "the Service Provider" "the Carrier"

___________________ Air India Limited

Name: ______________ Name: Madhu C MathenDesignation: ___________________ Designation: Manager - Australia(The contract administrator) (The contract administrator)

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Tender no. GH/Comp/MEL/2016/017ANNEX - IV

COMPREHENSIVE HANDLING SERVICES REQUIRED BY AIR INDIA AS PER IATA AHM 810, 2013 VERSION (including yellow pages* of 36th edition).

Section 1 –Management Functions

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)(i)(k), 1.2.4, 1.2.5(a)(c), 1.2.6(b)(including interim relief payments for disrupted passengers)1.3.1, 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.8, 1.3.91.4.1(b), 1.4.2, 1.4.3 , 1.4.7, 1.4.8

Note:1.2.3(a)Administrative duties shall be as per instructions by the carrier.1.2.4 Maintain relevant, current and updated manuals for all the services in their office for reference any time.1.4.2 & 1.4.3 (limited to assist the carrier’s station management as required),

Section 2 - Passenger Services

2.1.1, 2.1.2, 2.1.3(a)(1-one UNM per flight)(2- 28 cases per flight monthly cumulative basis)(3)(4)(5- one case per flight)(7), 2.1.3(b)(6), 2.1.4(a)(1)(2), 2.1.4(b with carrier’s contracted service providers-only liaison)(3)(4)(5), 2.1.5, 2.1.6(a), 2.1.7, 2.1.8(b)(1,2)( Handling Company to liaison), 2.1.9(a)(b-Air India documents to be used for issuance of EBT/ MCOs)(d)(including booking/ rebooking, issuance / reissuance, e-FIMs/ EMDs, DBC Vouchers etc.),2.2.1, (*)2.2.2(a)(d), 2.2.3(a)(b)(1,4), (*)2.2.4(i)(iv), 2.2.5(1,4)(use of AI Documents)(4-Hand held debit EFTPOS Machine and Weighing scale at gate by Handling Company), (*)2.2.6(a)(1)(2)(i), (*)2.2.6(b)(1)(2)(i)(iv), 2.2.7(a,d), 2.2.8(a), 2.2.9(a), (*)2.2.10(a,b)(1)(2)(i, iv) (AI stationery to be used), 2.2.11(a)(b-in per carrier instruction)(1,4), 2.2.12(a), 2.2.13(a,d), 2.2.14(a,d), 2.2.15, 2.2.16, 2.2.17, 2.3.2(a), 2.3.3(a)(Including for short connection), 2.3.4(a)(1,2,3,5,6)-twenty one days, 2.3.4(b)(4-at recharge)(7)(only liaison with carrier’s contracted service providers)

Note:

2.1.3(a)(3)( two VIP/CIP Facilitation FOC on cumulative basis)2.2.3- Any penalty by immigration authorities and costs of deportee handling / travel shall be debited to handling company if the passengers travel on expired passport and/ or visa or travel document irregularities-provided events are within Handling Company’s control)2.3.4(3,5,6)-21 twenty-one days, 2.3.4(4-in consultation with carrier)2.2.11 & 2.2.12- as per instructions of AI representatives.2.2.13 – Get Upfront Scheme to be promoted

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Tender no. GH/Comp/MEL/2016/017Section 3 - Ramp Services

(*)3.1.1(a), 3.1.2(a)(b), 3.1.3, 3.1.4, 3.1.5, 3.1.6, 3.1.7(a), 3.1.83.2.1(a), 3.3.1(at least six chocks), 3.3.2(6)(08 cones),3.4.1(b)(c)(1,2), 3.4.1(a)(c)(3,4,5)-on recharge basis,3.6.1(a)(c)(1), 3.6.1(b)(c)(3), 3.6.2(a)(1)(2), 3.6.3(a)(c), 3.6.4(a)(1)(2), 3.6.5(a), 3.6.6, 3.6.7, 3.6.9(a)(special equipment if required will be on additional charge),3.7.1(a-for GSE)(b)(1), 3.7.2, 3.7.33.8.1(a)(1)(2-request & recharge basis)(4), 3.8.2(b),3.10.1(a)(2,3,4,5,6,7), 3.10.1(b)(2,3,4,5,6,7,8,9)(10,11-on request basis), 3.10.2(including quarantine charges), 3.10.3(a)(b)(c)(d)(e)(f)(g)(h)(1), 3.10.4(1), 3.10.5(on recharge basis)3.11.1(a), 3.12.1(a)(2)(3-as and when required for audits), 3.14.1(a), 3.14.2, 3.14.3(b)(toilet items , covers and blankets)(FOC),

Note:3.6.1 In case of Nose-in Bay,Auto step required at rear door R-4, if single loading bridge is connected.3.6.1 In case of remote operation, two auto steps to be provided.3.6.2 Separate coach to be provided for F/J class Passenger exclusively, in case flight goes to remote.3.6.3 All equipment listed in Para 2.1.2 of Resource Procedure Annex-II.3.7.3 (for all Cargo holds, Water/lavatory Panel, GPU/ACU/ASU Panels)3.8.1(a)(2)Towing is on recharge basis.3.8.1(a)(4) One Wing Walker at each wing Tip for arrival & departure.3.14.1 ( suitable space for carrier’s cabin material of three months’ supply)

Section 4 - load Control Communication, Flt. Operation and Crew Management

4.1.1, 4.1.2(a)(b)(1)(including one manual load and trim per month)4.2.1, 4.2.2(a)(b), 4.2.34.3.1, 4.3.2(a)(1) (2-diversionary Airport), 4.3.3(a)(1) (2-diversionary Airport), (*)4.3.4(b)(d)(1)(2) (Provide printed Flight folders, Load plan etc.), 4.3.5(b)(d)(1)(2), 4.3.6(a)((b)(1), 4.3.8, 4.3.9,4.4.1, 4.4.2, 4.4.3(b), *4.4.5, 4.4.7

Note:Maintain a message file containing all above mentioned messages pertaining to each flight for a minimum of 90 days.

Section 5 – Cargo and Mail Warehousing Services

5.1.1(a), 5.1.2 ,5.1.3,5.2.1(*)5.3.1(b)(c)(d)(e)(f)(g)(h)(i), 5.3.2, (*)5.3.3(a)(Charge collect fee accrues to Carrier) 5.3.4(a),

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Tender no. GH/Comp/MEL/2016/0175.4.1, 5.4.2, (*)5.4.3(a)(b)(2)(i)(ii)(iii), 5.4.4, 5.4.5, (*)5.4.6(a,b,c,d), 5.4.75.5.1, 5.5.2, 5.5.3(a)(1), 5.5.45.6.1, 5.6.2, 5.6.3(1), 5.6.4, (*)5.6.5, 5.6.6(*)5.7

Note:5.4.3(d)(plastic sheets, spreaders, all wrapping and ULD building materials for ULD to be provided by handling Company)

Section 6 - Support Services

6.1.1(a-30m Sq. Mtr of Cargo Space)(b), 6.2.1(c)(1,3)(For Passenger DCS and Load Control system), 6.2.1(a)(c)(2,3)(For cargo handling) 6.2.2(a-SITA -DCS)(1,2,3,4,6)(c)(5-world tracer)(8,9- LMS), 6.2.2(b)(11),6.3.1(a-24 LD3 containers & pallet sheet stock of 10 pallets.)), 6.3.2, 6.3.3(weekly report-email at [email protected] & APM), 6.3.4, 6.3.56.5.1,(*)6.6.1(a)(2)(3)(4)(5)(ii)(iii), (*)6.6.1(b)(1)(ii)(iii), 6.6.2,6.7.1

Note:(6.3.5) Handling Company to notify carrier about damage Containers immediately on arrival in 60 mins.

Section – 7 Security Services

7.1.1(a)(1,2), 7.1.2(b), 7.1.3(b), 7.1.4(a), 7.2.1(a)(1,2,3,4,5), 7.5.1(b)(on request and recharge)

Note:7.1.1- Security Question and Profiling7.1.3(b)(only liaison with security service provider)(no resource deployment required) 7.1.4 NSFT(not seen for transfer) message to be sent to destination by D+20

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Tender no. GH/Comp/MEL/2016/017 ANNEX - 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, flt ops, Cabin Cleaning, Cargo and ramp handling at Tullamarine International Airport, Melbourne (MEL) 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 handling services to different aircraft at Tullamarine Airport in particular.

3. Please specify the services you are offering from the following in this tender and confirm that you are Authorized/ Licensed Handling Agent at Tullamarine Int'l Airport for the services with reference.

i Passenger ii Ramp iii Flight Opsiv Cabin Cleaningv Cargo warehouse Handling

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

i Manpower (on Company’s pay roll) ii Managerialiii Supervisoryiv No of skilled personnel,v unskilled workmen

4b Assets : Offices, workshop facility etc.

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Tender no. GH/Comp/MEL/2016/017Sr. Description Comply

/ Agree/ Yes

Remarks / Info

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

d) Number of simultaneous Passenger wide-bodied flights you can handle at MEL.

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 Handling Agent in Tullamarine International Airport.

6 Number of airlines handled at present at Tullamarine International Airport (MEL).

i Name of Airlinesii Services Providediii Type of Aircraftiv Type/ Name of DCS Handled

7 Please confirm that you will be in a

position to handle AI flights in AI's own computerized SDCS through CUTE.

8 Necessary Carrier specific Training including Load & Trim, Carriers SDCS, 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.

9 Please provide Handling Company’s approx. financial turnover annually - by way of providing ground handling service at Tullamarine International Airport.

10 Contact person for this tender with of 59


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/ Agree/ Yes

Remarks / Info

contact address, telephone No, email etc.

11 Please confirm that you comply with all requirements under of CASA(CIVIL AVIATION SAFETY AUTHORIT), IATA/ ICAO/FAA/ MEL Aviation REGULATORY AUTHORITY (LOCAL), LOCAL AIRPORT REGULATOR local laws/rules related with safety, Labour, Airports Authority and any other applicable regulations.

12 Please confirm that resources, procedures and service standards as per Annex II will be met and that a Service Level Agreement will be discussed and entered into. In case of non-compliance, penalty clause to be discussed and agreed upon.

13 Liability & Indemnity and Standard Termination clause as per article 8 and 11 of IATA SGHA 2013 version must be acceptable to Handling Company. Please confirm.

14 Please confirm that you will be able to commence all services, as indicated in Annex IV effective 29th August, 2016, provided the contract is awarded to you.

15 Payments will be effected locally by Air India office at MEL in local currency.

16 As an authorized Handling Agent, you are required to submit your offer for the "The Handling comprising of Pax (including Flight Dispatch) and Ramp (Cabin cleaning) assistance”.

17 Please confirm arranging handling of diversionary flights at agreed locations (Sydney, Adelaide, Canberra).

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/ Agree/ Yes

Remarks / Info

18 The Handling Company will be eligible for further Technical Evaluation if it obtains minimum 12 points in the “Requirement Grading in the table at Para 18 below. The commercial offer of only technically suitable parties will be opened.

19. 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 Twelve (12).

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

Sr. no. Parameter Points Party’s responsei) Number of years in the business of providing Ground Handling services for

scheduled commercial Passenger flights at MEL.Less than 3 years. 03 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 Australia.One airport 12 to 5 airports 26 to 9 airports 310 airports & above 5

iii) Total number of scheduled client airlines (Pax flights) to which you are providing Ground Handling services at the airports of your operation.Less than 03 client 003 to 05 clients 106 to 10 clients 211 to 15 clients 316 to 20 clients 421 & more clients 5

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Tender no. GH/Comp/MEL/2016/017Sr. no. Parameter Points Party’s response

iv) Maximum numbers of flights handled by Handling company during the year (2015) at Melbourne (MEL) – Handling company who has provided the services, to less than 500 flights will not be considered for further evaluation.500 – 1000 flts. 11001 -2000 flts. 22001 -3000 flts. 33001 -5000 flts 45001 & above 5

v) Number of scheduled Passenger flights (Wide Body) handled at the same time (bunching of flights) at Terminal 2, Tullamarine international Airport (MEL). If nil wide body flight is being handled presently , the Handling Company will not be considered.Less than 02 flights 002 – 04 flights 105 - 09 flights 210 - 15 flights 316 -20 flights 421 & above 5

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

vii) The Annual Turnover in Ground Handling Business at Melbourne, (USD.)less than 5 million 05 to 10 millions 1More than 10 upto 20 millions 2Above 20 millions 3

viii) Is Service Provider ISAGO certified?Yes 3No 0

ix) Number of Accreditations / Certifications/Approvals for Ground Handling services held.One 1Two 2Three 3Four 4Five & above 5

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

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Tender no. GH/Comp/MEL/2016/017Sr. no. Parameter Points Party’s response

xi) Is Handling Company having Ground Handling experience of B-787.No 0Yes 2

20 PLEASE DO NOT QUOTE PRICE IN RESPONSE TO THIS ANNEXURE.

All responses to be signed by Authorized Signatory with company Seal.

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Tender no. GH/Comp/MEL/2016/017ANNEX – VI

COMMERCIAL OFFER

Your quotation must cover following points:

Quotation for providing comprehensive services as per service requirements listed in Annex IV for respective services and meeting the resources required / procedures and service standards as in Annex II for handling of Air India flights (B777-200/300/ B787-800/900) at Terminal 2, Melbourne and diversionary at Sydney, Adelaide, Canberra .

Please note, your quotation must be in the form of Annex B, simplified version of IATA SGHA January 2013 and yellow page of AHM 36th Edition, with the rates as in the following format.

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 AUD.

1.1.1 Services Sections/ Terms (Pax, Flt. Ops, Cabin cleaning, Cargo and Ramp Handling) services required by Air India as per IATA AHM 810, 2013 Version (including yellow pages* of 36th edition).

Section 1 –Management Functions

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)(i)(k), 1.2.4, 1.2.5(a)(c), 1.2.6(b)(including interim relief payments for disrupted passengers)1.3.1, 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.8, 1.3.91.4.1(b), 1.4.2, 1.4.3 , 1.4.7, 1.4.8

Note:1.2.3(a)Administrative duties shall be as per instructions by the carrier.1.2.4 Maintain relevant, current and updated manuals for all the services in their office for reference any time.1.4.2 & 1.4.3 (limited to assist the carrier’s station management as required),

Section 2 - Passenger Services

2.1.1, 2.1.2, 2.1.3(a)(1-one UNM per flight)(2- 28 cases per flight on cumulative basis)(3)(4)(5- one case per flight)(7), 2.1.3(b)(6), 2.1.4(a)(1)(2), 2.1.4(b with carrier’s contracted service providers-only liaison)(3)(4)(5), 2.1.5, 2.1.6(a), 2.1.7, 2.1.8(b)(1,2)( Handling Company to liaison), 2.1.9(a)(b-Air India documents to be used for issuance of EBT/ MCOs)(d)(including booking/ rebooking, issuance / reissuance, e-FIMs/ EMDs, DBC Vouchers etc.),

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Tender no. GH/Comp/MEL/2016/0172.2.1, (*)2.2.2(a)(d), 2.2.3(a)(b)(1,4), (*)2.2.4(i)(iv), 2.2.5(1,4)(use of AI Documents)(4-Hand held debit EFTPOS Machine and Weighing scale at gate by Handling Company), (*)2.2.6(a)(1)(2)(i), (*)2.2.6(b)(1)(2)(i)(iv), 2.2.7(a,d), 2.2.8(a), 2.2.9(a), (*)2.2.10(a,b)(1)(2)(i, iv) (AI stationery to be used), 2.2.11(a)(b-in per carrier instruction)(1,4), 2.2.12(a), 2.2.13(a,d), 2.2.14(a,d), 2.2.15, 2.2.16, 2.2.17, 2.3.2(a), 2.3.3(a)(Including for short connection), 2.3.4(a)(1,2,3,5,6)-twenty one days, 2.3.4(b)(4-at recharge)(7)(only liaison with carrier’s contracted service providers)

Note:

2.1.3(a)(3)( two VIP/CIP Facilitation FOC on cumulative basis)2.2.3- Any penalty by immigration authorities and costs of deportee handling / travel shall be debited to handling company if the passengers travel on expired passport and/ or visa or travel document irregularities-provided events are within Handling Company’s control)2.3.4(3,5,6)-21 twenty-one days, 2.3.4(4-in consultation with carrier)2.2.11 & 2.2.12- as per instructions of AI representatives.2.2.13 – Get Upfront Scheme to be promotedSection 3 - Ramp Services

(*)3.1.1(a), 3.1.2(a)(b), 3.1.3, 3.1.4, 3.1.5, 3.1.6, 3.1.7(a), 3.1.83.2.1(a), 3.3.1(at least six chocks), 3.3.2(6)(08 cones),3.4.1(b)(c)(1,2), 3.4.1(a)(c)(3,4,5)-on recharge basis,3.6.1(a)(c)(1), 3.6.1(b)(c)(3), 3.6.2(a)(1)(2), 3.6.3(a)(c), 3.6.4(a)(1)(2), 3.6.5(a), 3.6.6, 3.6.7, 3.6.9(a)(special equipment if required will be on additional charge),3.7.1(a-for GSE)(b)(1), 3.7.2, 3.7.33.8.1(a)(1)(2-request & recharge basis)(4), 3.8.2(b),3.10.1(a)(2,3,4,5,6,7), 3.10.1(b)(2,3,4,5,6,7,8,9)(10,11-on request basis), 3.10.2(including quarantine charges), 3.10.3(a)(b)(c)(d)(e)(f)(g)(h)(1), 3.10.4(1), 3.10.5(on recharge basis)3.11.1(a), 3.12.1(a)(2)(3-as and when required for audits), 3.14.1(a), 3.14.2, 3.14.3(b)(toilet items , covers and blankets)(FOC),

Note:3.6.1 In case of Nose-in Bay,Auto step required at rear door R-4, if single loading bridge is connected.3.6.1 In case of remote operation, two auto steps to be provided.3.6.2 Separate coach to be provided for F/J class Passenger exclusively, in case flight goes to remote.3.6.3 All equipment listed in Para 2.1.2 of Resource Procedure Annex-II.3.7.3 (for all Cargo holds, Water/lavatory Panel, GPU/ACU/ASU Panels)3.8.1(a)(2)Towing is on recharge basis.3.8.1(a)(4) One Wing Walker at each wing Tip for arrival & departure.3.14.1 ( suitable space for carrier’s cabin material of three months’ supply)

Section 4 - load Control Communication, Flt. Operation and Crew Management

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Tender no. GH/Comp/MEL/2016/0174.1.1, 4.1.2(a)(b)(1)(including one manual load and trim per month)4.2.1, 4.2.2(a)(b), 4.2.34.3.1, 4.3.2(a)(1) (2-diversionary Airport), 4.3.3(a)(1) (2-diversionary Airport), (*)4.3.4(b)(d)(1)(2) (Provide printed Flight folders, Load plan etc.), 4.3.5(b)(d)(1)(2), 4.3.6(a)((b)(1), 4.3.8, 4.3.9,4.4.1, 4.4.2, 4.4.3(b), *4.4.5, 4.4.7

Note:Maintain a message file containing all above mentioned messages pertaining to each flight for a minimum of 90 days.

Section 5 – Cargo and Mail Warehousing Services

5.1.1(a), 5.1.2 ,5.1.3,5.2.1(*)5.3.1(b)(c)(d)(e)(f)(g)(h)(i), 5.3.2, (*)5.3.3(a)(Charge collect fee accrues to Carrier) 5.3.4(a),5.4.1, 5.4.2, (*)5.4.3(a)(b)(2)(i)(ii)(iii), 5.4.4, 5.4.5, (*)5.4.6(a,b,c,d), 5.4.75.5.1, 5.5.2, 5.5.3(a)(1), 5.5.45.6.1, 5.6.2, 5.6.3(1), 5.6.4, (*)5.6.5, 5.6.6(*)5.7

Note:5.4.3(d)(plastic sheets, spreaders, all wrapping and ULD building materials for ULD to be provided by handling Company)

Section 6 - Support Services

6.1.1(a-30m Sq. Mtr of Cargo Space)(b), 6.2.1(c)(1,3)(For Passenger DCS and Load Control system), 6.2.1(a)(c)(2,3)(For cargo handling) 6.2.2(a-SITA -DCS)(1,2,3,4,6)(c)(5-world tracer)(8,9- LMS), 6.2.2(b)(11),6.3.1(a-24 LD3 containers & pallet sheet stock of 10 pallets.)), 6.3.2, 6.3.3(weekly report-email at [email protected] & APM), 6.3.4, 6.3.56.5.1,(*)6.6.1(a)(2)(3)(4)(5)(ii)(iii), (*)6.6.1(b)(1)(ii)(iii), 6.6.2,6.7.1

Note:(6.3.5) Handling Company to notify carrier about damage Containers immediately on arrival in 60 mins.

Section – 7 Security Services

7.1.1(a)(1,2), 7.1.2(b), 7.1.3(b), 7.1.4(a), 7.2.1(a)(1,2,3,4,5), 7.5.1(b)(on request and recharge)

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Note:7.1.1- Security Question and Profiling7.1.3(b)(only liaison with security service provider)(no resource deployment required) 7.1.4 NSFT(not seen for transfer) message to be sent to destination by D+20

1.1.2 Handling Charges and Discount

(i) Comprehensive Flight handling rates (AUD) comprising of Passenger handling including Flight Dispatch, Ramp handling (including Cabin cleaning) and all services of Para 1.1.1 are as follows:(except Cargo Handling)

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

OriginatingB787-800/900, B777-200LR, B777-300ERB747-200/300/400

The above flight handling charges per flight are inclusive of:(i) Resources requirement and Service standards mentioned in Annex II.(ii) All Service Requirements mentioned in Para 1.1.1.

The above flight handling charges per flight are exclusive of:(i) VAT charges(if applicable)(ii) Australian Goods and service Tax.(iii) Cute charges and counter rental(iv) Lounge Facilities.(v) landing, parking, RNFC, TNLC charges applicable and levies by

customs.List of exclusions, if any on above quoted rated (in case no exclusions - indicate as NIL).

(ii) Discount Percentage (%) on basic flight handling charge Para 1.1.2 (i).

Total number of flights in a month.Less than 13 flts

14 to 27 flts per month

28 or more flights per month

1.1.3 Cargo/Mail Terminal Handling charges, Revenue sharing with carrier.

(i) – Cargo Handling ChargesSr. Service / Item Rate (AUD)

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Tender no. GH/Comp/MEL/2016/017No. Import Export(a) Cargo (including transfer)handling charge (per

Kilogram)(b) Mail handling charge (per kilogram)(c) COMAT handling charge (per kilogram)

Above charges to be inclusive of a) cost of plastic sheets, spreaders, Covers all wrapping and ULD building materials

for ULD on export Cargo.b) Cargo Office space for 30 Sq. Mtr.c) All Service Requirements of Section 5 mentioned in Para 1.1.1.d) X-ray Screening Charges for all export cargo/mail/courier only.e) VAT for X-ray payable to Terminal Security Provider

1.1.4 List of charges for additional Ground equipment like Ground power unit, Air Conditioning unit, Air Starter Unit, Auto step, Ambu-Lift, additional Step Ladder, deicing (equipment & fluid) etc. to be furnished. Rates in AUD per half an hour of usage per flight should be mentioned in Paragraph 2 of this Annex.

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, para 1.1.3 at current cargo carriage per flight 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.

1.2 Handling in case of Technical landing flight will be charged at Twenty Five (25) % of the above transit 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.

1.5 In case of “LIVE-IN-FERRY-OUT” & “FERRY-IN-LIVE-OUT” flight, 25% of the rates in Para 1.1.2(i) will be charged.

1.6 Specify all taxes that may be applicable on the quoted rates in sub-paragraph 1.1.2 and 1.1.3 & 1.1.4 of this Annex.

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.

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1.8 There will be no charge for flight cancellations where the Carrier informs/gives notice 8 hours prior to schedule time of Arrival. If less than eight 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 flight without change of load or change of load limited to and necessitated due Sick/indisposed passenger/medical emergency cases, a maximum of 25% of the transit 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 Handling company to confirm the takeover of the Carriers flights handling with effect from August 29th 2016, 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 All Handling Company Staff must be trained with all requisite certificates as required by Local Aviation/ Airport Operator including Safety Management System(SMS). Only authorized ramp staff should deal with Loading /offloading/ transportation of DGR of all Classes in liaising with Cargo Staff.

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

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

S/no. Manpower/Services/Equipment Unit Rates in AUD

1 Customer Agent2 Ramp Supervisor3 Ramp Agent4 Customer Service Duty Manager5 Medilift6 VIP/CIP Handling7 UNM & Wheel chair8 Quarantine Waste Removal9. handling company’s DCS portable Per flight10. Buggy per trip for PRM

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Tender no. GH/Comp/MEL/2016/0172.1 No overtime will 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 up to 1 Hour. For delay beyond 3 hours, the actual manpower used for Passenger service will be charged as per man-hour rate for every 30 minutes or part thereof.

2.2 The rates set out in Paragraph 1 and Paragraph 2 will remain firm for the complete contract tenure of three years. The Handling Company has to absorb any hike on account of Consumer Price Index (CPI) in the country during this period.

2.3 Quarantine Charges – The Carrier will establish an account with quarantine services nd pay all charges incurred by the carrier or as arranged by the Handling Company for services provided by Quarantine. The Carrier will not be liable for any fines attributable to the Handling Company’s action or failures.

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.

PARAGRAPH 4 - LIABILITY AND INDEMNITY

4.1 The limit of liability referred to Sub-Article 8.5 of the Main Agreement of SGHA version 2013 shall be as follows:

Aircraft Type Limit (Per Incident) in USDB777/B747/B787 All series 1,500,000B737/A321/A320/A319 1,000,000

4.2 Notwithstanding Article 8.1, Handling Company shall be liable for the compensation paid towards mishandling, damage to, delay or loss of baggage and cargo or mail due reasons attributable to the Handling Company.

PARAGRAPH 5 - AREA OF RESPONSIBILITY INCLUDING SUPERVISION AND ADMINISTTRATION

5.1 The area of responsibility as mentioned in sub-sections 4.3 and 4.6 of Annex-A (within VHF range by the Handling Company) is: Tullamarine International Airport, Melbourne,(MEL) and for diversionary Airports will be Sydney, Adelaide, Canberra.

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 in order to meet the requirements and instructions of the carrier when providing services with a safety aspect such as Load Control, Loading of aircraft and particularly the handling of dangerous goods.

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Tender no. GH/Comp/MEL/2016/0175.3 All training cost and expenses of the Handling Company’s personnel pertaining to

Carrier’s DCS, Ticketing & Reservation or system cutover, or such training as may be required in line with Sub –Article 5.8 of Main Agreement will be borne by Handling Company. No cost will be levied to carrier for deputing GHA staff for such Trainings. The Handling Company shall be responsible, at its own cost and expense, for any additional training required due to employee turnover or course failures. However initial training cost for the Carrier’s trainer for commencement of Operations will be provided by Carrier.

5.4 Handling Company will electronically handle the EMD services for Carrier (including E-FIMS/ MCO etc.) with the requisite training as mutually agreed with Carrier.

5.5 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.

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

6.2 The carrier’s prior written permission will be sought by the Handling Company before entering into any subcontracting agreement in a timely manner.

PARAGRAPH 7 - PAYMENT

7.1 Notwithstanding Sub–Article 7.2 of the main Agreement, payment of account shall be effected locally in local currency (AUD), on monthly basis within 30 days of receipt of invoices by carrier locally. The Handling Company will bear all charges for the payment of inbound wire fees, bank charges or other commission fee

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 29th, 2016 and shall continue in force for a period of three years or until terminated by either party giving 60 days’ notice in writing to

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Tender no. GH/Comp/MEL/2016/017other party in accordance with Article 11 of the Main Agreement of SGHA 2013 version. However in case of discontinuation of Carrier’s flight operations, termination will be without such notice.

8.2 Notwithstanding Sub-article 11.11 of the Main Agreement, the Ground Handling rates as specified in Para 1 of this Annex B will remain firm for the complete duration of the contract (i.e. for the period of 3 years) and no escalation for any reason would apply.

8.3 Notwithstanding Sub-article 11.2 of the Main Agreement, any modification with 60 days prior notice shall be in the form of an Annex B and remain valid only if 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.

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 Notwithstanding the provisions of Sub-article 9-1 of the Main Agreement, this Agreement shall be governed by and interpreted in accordance with the laws of the Australia without regard to principles of conflicts of laws. The place of arbitration and/or jurisdiction with respect to any dispute arising out of or related to this Agreement shall be Melbourne, the laws of the Australia.

PARAGRAPH 10 –NOTIFICATION

10.1 (i) In accordance 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-110001Telephone: +9111 23422 144, Email: [email protected]

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PARAGRAPH 11 – DECLARATION

11.1 "It is expressly understood and agreed by and between ____________Ltd. (Australian 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 12 - SERVICE LEVEL AGREEMENT and INTEGRITY PACT

12.1 The executed Service Level Agreement and Integrity Pact are to be attached to Annex B as Annexures and will form integral part of the SGHA.

12.2 The Handling Company agrees to provide the services in accordance with the Services Standards as required by the Carrier as per Annex-II(Resource requirement , procedure and service standards).

PARAGRAPH 13 - RIGHT TO AUDIT

13.1 The Handling Company shall allow the Carrier access at all reasonable times, by appointment, to audit, copy and reproduce the books, records, correspondence, instructions, receipts and memoranda of every description relating to this Agreement

Handling Company Authorized Seal with signature

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ANNEX-VIIICheck List to be submitted along with Technical Bid

Sr. No.

Requirements. Check Box

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

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

3 Service requirement as per Annex IV.

4 Acceptance of standard termination clause as per IATA SGHA 2013.(Refer Para 8 of Annex VI.)

5 Lead time for commencement of services.

6 Acceptance of Annex II, IV, V, VII and duly signed SLA as in Annex III.

7 No price quote in technical bid.

8 Letter from Company authorising person to sign all the Offer Documents.

9 Envelope clearly indicating technical offer for Comprehensive services to Air India Flights at MEL and the name of 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 Acceptance of all the para and sub-para of Commercial offer.4 All the papers of tender document and quotation have been signed

and stamped by the person authorised by handling Company.5 Envelope clearly indicating commercial offer for Comprehensive

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

6 Services and format in Commercial bid are same as in the technical bid and these services are included in the basic handling charge.

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