Master GOM REV 8.0

Exemplar No. 6

GROUND OPERATIONS

MANUAL

i Page: 1 Revision: 8.0 Issued: 01.04.2010

Dear Colleagues, We are happy to present you the new Ground Handling Manual. Our aim is to increase the efficiency in ground handling, achieve a high standard of service and present ourselves to the customer. The Ground Operations Manual (GOM) contains regulations, guidelines and data for aircraft handling and ervicing on the ramp, loading, loadplanning and loadcontrol, handling of passengers, handling of baggage and cargo, communications, security and emergency procedures. The main purpose of the GOM is the safe ground handling of all aircraft operating and providing procedures and guidelines for customer service. The GOM is the binding manual for worldwide ground operations and aircraft servicing at all stations for:

- all aircraft operating under 4R/HHI flight number Passenger service instructions and procedures, communications and general ramp handling as well as any occurrence reporting are also applicable for wet leased aircraft

- from any other operator on short or long term lease operating under 4R flight number

The procedure and regulations are in compliance wth the actual valid edition of IATA Airport Handling Manual and the EU-OPS regulations for commercial air traffic. The legal basis of this GOM are the approved operating manuals of HI Hamburg international in their current revisions:

- Operations Manual (OM/A) - Operations Manual (OM/B)

GROUND OPERATIONS

MANUAL


This is an attractive handy manual that is flexible in use and can easily be updated because of its single sheet system. If any comments or suggestions your feedbacks are always welcome. Please do not hesitate to contact us. The respective contacts are listed in chapter (0) zero, point 0.2 (postal address). We hope this manual will help and support you in your daily job. Satisfy working with it. The content of this manual is based on working orders and company policies. HAMBURG INTERNATIONAL, MAY 2010

Hans-Jrgen Schulze Director Ground Operations Accountable Manager

Director Ground Operations

Accepted by

Christoph von Saldern

Hans-Jrgen Schulze

German CAA (LBA Luftfahrt Bundesamt)

GROUND OPERATIONS

MANUAL


TABLE OF CONTENTS

0. Introduction and Administration................................................................ 1

0.1 Preamble....................................................................................................... 2 0.2 Postal address: ............................................................................................. 3 0.3 Introduction of the GOM Ground Operations Manual.................................... 3 0.4 Exemptions ................................................................................................... 4 0.5 System of Amendments and Revisions......................................................... 4 0.6 Acknowledgement and receipt ...................................................................... 6 0.7 List of holders of the GOM and assigned Stations ........................................ 7 0.8 List of Effective Pages (LEP)....................................................................... 14 0.9 Acknowledgement of receipt ....................................................................... 20

0.10 Communication 21 0.11 Supervision and Ground Handling 21

1. Organisation and Responsibilities ............................................................ 1

1.1 Organizational Structure ............................................................................... 2 1.2 Management and nominated *Post holder .................................................... 3 1.3 Responsibilities and Duties of Operations Management Personnel.............. 3

2. Quality System ............................................................................................ 1

2.1 Quality Policy ................................................................................................ 2 2.2 Quality System.............................................................................................. 3

2.3 Qualification and Minimum Training Requirement 3

3. Passenger and Baggage Handling ............................................................ 1

3.1 General ......................................................................................................... 3 3.2 Passenger Handling...................................................................................... 4 3.3 Boarding........................................................................................................ 6 3.4 Arrival ............................................................................................................ 8 3.5 Special Categories of Passengers ................................................................ 9 3.6 Stretcher ..................................................................................................... 15 3.7 SSR Code Definition ................................................................................... 16 3.8 Passenger Manifest and Name List ............................................................ 17 3.9 Irregularities / Delays .................................................................................. 25 3.10 Baggage...................................................................................................... 27 3.11 Free carry-on Items..................................................................................... 29 3.12 Unchecked Baggage / Free Carry-On Items ............................................... 29 3.13 Checked Baggage (Registered Baggage)................................................... 30

GROUND OPERATIONS

MANUAL


3.14 Refusal of Baggage..................................................................................... 30 3.15 Limited Release Tag ................................................................................... 30 3.16 Transport of live animals ............................................................................. 30 3.17 Dangerous Goods carried by Passenger or Crew as Baggage................... 31 3.18 Transport of Human Remains (HUM).......................................................... 31 3.19 Transport of Security Items and Weapons .................................................. 32 3.20 Exception for an Armed Bodyguard ............................................................ 32 0.22 Forms.......................................................................................................... 35

4. Load & Weight Management ...................................................................... 1

4.1 Introduction ................................................................................................... 2 4.2 Standard Mass Values .................................................................................. 2 4.3 Last Minute Changes .................................................................................... 4 4.4 Loading Instruction........................................................................................ 4 4.5 Mass and Centre of Gravity........................................................................... 6 4.6 Preparation of Manual Load & Trim-sheet .................................................... 7

5. Aircraft Handling ......................................................................................... 1

5.1 Boeing 737-700............................................................................................. 3 5.2 A319-111 .................................................................................................... 20 5.3 Marshalling.................................................................................................. 41 5.4 Aircraft Loading / Unloading........................................................................ 43 5.5 Ramp Handling ........................................................................................... 47 5.6 Fuelling / De-fuelling ................................................................................... 50 5.7 De-Icing / Anti-icing ..................................................................................... 52

6. Emergency................................................................................................... 1

6.1 General ......................................................................................................... 2 6.2 Emergency Procedures................................................................................. 2 6.3 Definitions ..................................................................................................... 2 6.4 Accident ........................................................................................................ 4 6.5 Incidents........................................................................................................ 6 6.6 Duties and Responsibilities ........................................................................... 9 6.7 Organization Chart for Central Accident/Emergency Centre....................... 10 6.8 Local Accident /Emergency Control Centre (Facilities/Organization) .......... 10 6.9 Duties of the accident/emergency Team..................................................... 11 6.10 Organization charts of local control centre .................................................. 11 6.11 Documentation (List a) ................................................................................ 12 6.12 Duties of the Operations Control Centre when emergency is active ........... 13 6.13 Forms.......................................................................................................... 15

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MANUAL


7. Security........................................................................................................ 1

7.1 General ......................................................................................................... 2 7.2 Definitions ..................................................................................................... 2 7.3 Airport Security.............................................................................................. 5 7.4 Passengers and cabin baggage.................................................................... 7 7.5 Hold baggage.............................................................................................. 10 7.6 Cargo, courier and express parcels ............................................................ 15 7.7 Mail ............................................................................................................. 17 7.8 Air carrier mail and materials....................................................................... 19 7.9 Air carrier catering, stores and supplies ...................................................... 19 7.10 Air carrier cleaning, stores and supplies ..................................................... 20 7.11 Incident reporting ........................................................................................ 21 7.12 Bomb threat procedures and instructions.................................................... 21

8. Explanations and Definitions ..................................................................... 1

8.1 Explanations.................................................................................................. 2 8.2 Definitions ................................................................................................... 10 8.3 Phonetic Alphabet ....................................................................................... 12 8.4 International Organizations ......................................................................... 13 8.5 Standard Ground Handling Agreement ....................................................... 13 8.6 Delay Codes................................................................................................ 15 8.7 Operational Messages ................................................................................ 18 8.8 Abbreviations .............................................................................................. 23

9. Dangerous Goods and Weapons.................................................................

9.1 Introduction /General..................................................................................... 1 9.2 Allgemeines zu Gefahrgut ............................................................................. 3 9.3 Begrenzungen............................................................................................... 4 9.4 Klassifizierung ............................................................................................. 10 9.5 Identifizierung.............................................................................................. 11 9.6 Verpackungen............................................................................................. 14 9.7 Markierung und Kennzeichnung.................................................................. 16 9.8 Annahme, Abfertigung und Verladung ........................................................ 21 9.9 Dokumentation ............................................................................................ 27 9.10 Massnahmen die zu treffen sind bei einem DGR Vorfall ............................. 31 9.11 Anhnge...................................................................................................... 32

10. Lost and Found ........................................................................................... 1

10.1 Tracing System ............................................................................................. 2 10.2 Missing Checked Baggage ........................................................................... 2 10.3 World Tracer Transactions............................................................................ 3 10.4 Found Checked Baggage ............................................................................. 3

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MANUAL


10.5 Forwarding of found baggage ....................................................................... 4 10.6 Damage of Checked Baggage ...................................................................... 5 10.7 Liability and Settlement ................................................................................. 5 10.8 Forms............................................................................................................ 6

11. Administrative Procedure........................................................................... 1

11.1 Cargo Handling Procedure not related to Safety........................................... 2 11.2 Passenger Handling Procedure not related to safety .................................. 10

GROUND OPERATIONS MANUAL

INTRODUCTION AND

ADMINISTRATION

CHAPTER 0 Page: 1 Revision: 8.0 Issued: 01.04.2010

0. Introduction and Administration

0.1 Preamble....................................................................................................... 2 0.2 Postal address: ............................................................................................. 3 0.3 Introduction of the GOM Ground Operations Manual.................................... 3 0.4 Exemptions ................................................................................................... 4 0.5 System of Amendments and Revisions......................................................... 4 0.6 Acknowledgement and receipt ...................................................................... 6 0.7 List of holders of the GOM and assigned Stations ........................................ 7 0.7.1 Assigned Stations ................................................................................. 8 0.7.2 Amendment List .................................................................................. 13 0.8 List of Effective Pages (LEP)....................................................................... 14 0.8.1 Chapter 0 and 1(LEP) ......................................................................... 14 0.8.2 Chapter 2 and 3 (LEP) ........................................................................ 15 0.8.3 Chapter 4 and 5 (LEP) ........................................................................ 16 0.8.4 Chapter 6 and 7 (LEP) ........................................................................ 17 0.8.5 Chapter 8 and 9 (LEP) ........................................................................ 18 0.8.6 Chapter 10 and 11 (LEP) .................................................................... 19 0.9 Acknowledgement of receipt ....................................................................... 20

0.10 Communication 21 0.11 Supervision and Ground handling 21


INTRODUCTION AND

ADMINISTRATION


0.1 Preamble

The aim of HI. HAMBURG INTERNATIONAL is to enhance its reputation by acting responsibly and ethically, with professionalism and imagination, always fulfilling all its commitments while maintaining the highest possible safety standards in flight operations. In the pursuance of which, this manual is an integral part.

The Handling Company shall provide all Ground Handling Service to the Carrier in accordance with the national and international specifications and the procedures as set out in Annex A& B AHM 810, IATA SGHA. The services, additional to the IATA standard procedures in the agreement, should be provided in accordance with the specific requirements of the Carriers documentation (GOM). Only specialised personnel is performing services for the Carrier. If at any time the Handling Company is unable to provide authorised personnel as requested by the Carrier, the Handling Company shall inform the Carrier immediately.

This Ground Operations Manual has been established in compliance with EU-OPS / IATA AHM and Operations Manual guidance material (OM/A and B).

HI. HAMBURG INTERNATIONAL assures to carry out all duties in full accordance with this Ground Operations Manual.

HI. HAMBURG INTERNATIONAL will perform passenger, cargo or mail flights. The manual is valid for all aircraft types are in operation by Hamburg INTERNATIONAL. The GOM is effective according to the effective date and will be issued in english language (except chapter 9 which is in german language). The GOM is published as electronic document (pdf). Previous revisions and any printouts of the GOM as reference, for training or briefing will become obsolete after a new revision has been published. Obsolete documents must not be used anymore.

H. J. Schulze Director Ground Operations


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0.2 Postal address:

Hi. HAMBURG international Luftvehrskehrsg. mbH+Co. Betriebs KG Hindenburgstrae 171 22297 HAMBURG / GERMANY

PHONE: +49 (0) 40 500 501 0 FAX: +49 (0) 40 500 501 23

E-MAIL: [email protected] Internet: www.hamburg-international.de

SITA: HAMHH4R

0.3 Introduction of the GOM Ground Operations Manual

The HAMBURG international Ground Operations Manual has been designed for the use and guidance of all HI. HAMBURG INTERNATIONAL operating staff to ensure that all commercial air transport flights are planned and executed in accordance with its policies and requirements. In this context, "Commercial Air Transport" means an aeroplane operation involving the transport of passengers cargo or mail for remuneration or hire.

Informations provided in this manual are in accordance with EU-OPS.This manual is issued and edited by the HI. HAMBURG INTERNATIONAL Ground Operations Department and complies with terms and conditions of the HAMBURG INTERNATIONAL AOC (Air Operators Certificate).

This manual contains information that is proprietary to HAMBURG INTERNATIONAL. Except for purposes of inspection and approval by the competent authorities, its contents may not be copied, distributed or otherwise disclosed to third parties without the express written consent of HAMBURG INTERNATIONAL. It is distributed to its holders on the basis of controlled copies, and each holder will be held responsible for compliance with the above. Each copy remains the property of HI. HAMBURG INTERNATIONAL and must be returned to the owner by the holder at first notice.


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0.4 Exemptions

The LBA may exceptionally and temporarily grant an exemption from the provisions of EU-OPS when satisfied that there is a need and subject to compliance with any supplementary condition the LBA considers necessary in order to ensure an acceptable level of safety in the particular case.

Operational Directives

The LBA may direct by means of an Operational Directive that an operation shall be prohibited, limited or subject to certain conditions, in the interests of safety.

0.5 System of Amendments and Revisions

The individual holder of the Ground Operation Manual GOM is obliged to keep it up to date! Each Manual holder has to make himself familiar with the content of the amendments or revisions.

In order to keep the manual current, replacement pages will be issued when ever it becomes necessary. Within the bounds of revisions, all changes will be indicated as such with a black bar, vertical to the text concerned. Hamburg International categorises two different types of revisions. Annual Revision This type of revision will take place only once a year and will be indicated as such by a revision number and the date of issue. Dedicated month for the annual revision is April.

Interim Revision An Interim Revision may be issued on ad-hoc basis and is not limited by editions as for example the annual revision (one per year only). It should be filed at the respective part of the manual, as indicated in the referring revision letter. It will be replaced by a definitive amendment or withdrawn, as the case may be. In order to attract the necessary attention to the interim revisions, all hardcopy GOM amendments must be printed out on yellow paper; all revisions published on the online based internet download GOM are marked with a diagonal watermark showing the text INTERIM REVISION. An Interim Revision must be issued in alphanumerically order and ought to be integrated in an existing cycle of revision numbers. The revision number


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ADMINISTRATION


in question must be the number to be used for the next annual revision and set in round brackets ( ). Note: Contrary to the Interim Revision Number which will be displayed with the relevant revision number set in round brackets and followed by a capital letter e.g. (13) A;

the Annual Revision Number will only be indicated as such by a single number e.g. 13 and displayed without brackets. Example: 12 is the current annual revision number for year 2010. Within 2010 two Interim Revisions have been already published and due to further changes it becomes necessary to issue a third Interim Revision. Then the correct Interim Revision would be displayed as follow:

Rev.-Nr.: (13) C This example represents the annual revision number of year 2011, but set in brackets, because the a. m. example refers to an Interim Revision and therefore the number 13 must be displayed with the surrounding brackets (13). C, written in capital letters, represents a third interim revision within the year of 2010. Consequently, the fourth Interim Revision within the same year would read (13) D, and as a matter of fact, the Annual Revision for 2011 would only display the number 13 without brackets. In order to overview the amended contents of the GOM, an Amendment List (AL) and a List of Effective Pages (LEP) is filed in chapter 0, paragraph 0.7. The contents of the GOM must at all times be in accordance with the LEP, which is placed in chapter 0, paragraph 0.8.

A transmittal letter, containing detailed information regarding the contents of the amendment(s), will be issued and distributed with each and any revision. The transmittal letter should be duly signed by the registered holder of the manual and returned to the issuer (HI. HAMBURG INTERNATIONAL Ground Operations Dept.).


INTRODUCTION AND

ADMINISTRATION


0.6 Acknowledgement and receipt Verification of internal GOM distribution a) Amendments and revisions will be issued by the Director Ground Operations and distributed to the manual holder in accordance with list of holders (see chapter 0 / 0.7) b) All holder will receive the username and the password for access to INTERNET for download the new GOM Version. A CD-Version is available for holder without Internet access or on special request by user. The CD- Version will be transmitted with transmittal letter and acknowledgement sheet (hardkopie). c) Please file in and return to GOD signed by the allocated GOM holder d) It is the responsibility of GOD to control the return of all internal acknowledgements 14 days after distribution of each new revision. It asks each recipient who failed to acknowledge to do so immediately. The GOD will follow up the return in a sequence of each 14 days and request for submission each time the acknowledgement is missing, until the acknowledgement has finally be received. GOD is responsible to document all distributed reminders. The recipient of each GOM is responsible for the removal of all prior GOM revisions within his respective department including all digital and hardcopy versions. By returning the signed transmittal letter he confirms the completion of this removal. The recording of acknowledgement shet in responsibility of GOD in a separate folder Internal GOM distribution. e) The form HHI GOM Download may be used to send an automated acknowledgment. The form is part of the GOM Download procedure, you will find by using the Internet access. Verification of external GOM distribution: a) Amendments and revisions will be issued by the Director Ground Operations. A written information is distributed to all external GOM recipients whenever a new revision has been made available for download. Downloadable Internet GOM accessible only with username and keyword. b) As the usage of current GOM revisionsis part of the contractual regulations between HHI and its suppliers it is mandatory that the recipient returns a written acknowledgement to HHI, that only the new revision is used and all older revisions have been removed. Therefore the form HHI GOM Download may be used to send an automated acknowledgment. The form is part of the GOM Download procedure, you will find by using the Internet access. c) The acknowledgement of receipt can also be confirmed to the GOD by using the Acknowledgement of receipt sheet (see chapter 0 / 0.9). Please file in and returm to GOD d) It is the responsibility of GOD to control the return of all internal acknowledgements 14 days after distribution of each new revision. It asks


INTRODUCTION AND

ADMINISTRATION


each recipient who failed to acknowledge to do so immediately. The GOD will follow up the return in a sequence of each 14 days and request for submission each time the acknowledgement is missing, until the acknowledgment has finally received. In addition GOD may initiate payment reductions or nominate alternating suppliers. GOD is responsible to document all distributed reminders.The recording of the acknowledgement sheet will be carried out in responsibility of GOD by using the folder External GOM distribution e) The recipient of each GOM is responsible for the removal of all prior GOM revisions within his respective department including all digital and hardcopy versions. By returning the signed transmittal letter he confirms the completion of this removal. 0.7 List of holders of the GOM and assigned Stations

MMaannuuaall CCoonnttrrooll NNoo AAssssiiggnnmmeenntt

1 Director Quality Management

2 Accountable Manager

3 Director Operations

4 Technical Director

5 Director Finance

6 Training Manager

7 Commercial Director

8 Director Ground Operations

9 tba

10 tba

11 tba

12 tba

13 tba

14 tba


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15 tba

16 tba

17 tba

18 tba

19 tba

20 German Civil Aviation Authority (Mr. Schmeil) (LBA Luftfahrt-Bundesamt) 0.7.1 Assigned Stations The Hamburg International Ground Operations Manual is available in four different versions: Supplied versions 01 to 04

01 Hardcopy (Folder) 02 CD 03 E-Mail (Compressed files such as WINZIP or WINRAR forwarded per E-

mail as PDF-attachment) 04 Internet GOM (Downloadable Internet GOM; accessible only with

Username and Keyword) The following stations are in possession of the HHI-GOM:

GOM Distribution List LRN Supplied Version Station Country

Contracted Handling S/V Agent Remarks

1 04 ACC Ghana Aviance 2 04 ACE Spain Clece/Melendez 3 04 ADA Turkey Havas/Gozen 4 04 ADB Turkey Havas/Gozen 5 04 AES Norway SAS 6 04 AGP Spain IBERIA/Melendez 7 04 AGA Morocco RAM/ASE 8 04 AJR Sweden Schermann Handling 9 04 AKT Cyprus Military 10 04 ALC Spain Iberia/Melendez 11 04 AMS Netherlands Aviapartner 12 04 AMM Jordan RJ/ASAS 13 04 AQJ Jordan RJ/ASAS


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14 04 AKX Kazakhstan Airport 15 04 ARN Sweden NOVIA Handling 16 04 ASR Turkey Havas/Gozen 17 04 ATH Greece Olympic/Interservice 18 04 AYT Turkey Havas/Gozen 19 04 BEY Lebanon L.A.T 20 04 BDS Italy Airport 21 04 BCN Spain Flightcare/Melendez 22 04 BEY Libanon Airport 23 04 BFS UK Servisair 24 04 BGO Norway SAS 25 04 BJL Gambia Airrep / Airport 26 04 BJV Turkey Havas/Gozen 27 04 BOD France Aviapartner 28 04 BOJ Bulgaria Airport BOJ 29 04 BOO Norway SAS 30 04 BRE Germany AHS 31 04 BRS UK Servisair 32 04 BRU Belgium Aviapartner 33 04 BRN Swiss Airport Bern 34 04 BSL Swiss Swissport 35 04 BTS Slowakia Airport 36 04 BUD Hungaria Celebi 37 04 BWE Germany Airport 38 04 CAI Egypt Egypt/ASE 39 04 CAG Italy Sogardyn 40 04 CDG France A:D.P. 41 04 CFU Greece Olympic/Interservice 42 04 CGN Germany Airport 43 04 CHQ Greece Olympic Handling 44 04 CIA Italy ARE 45 04 CMF France Airport 46 04 CND Romania AIC Handling 47 04 CPH Denmark Norvia 48 04 CTA Italy Airport 49 04 CWL UK Servisair 50 04 DAM Syria FAS 51 04 DEB Hungary Airport 52 04 DJE Tunisia Tunis Air 53 04 DLM Turkey Havas/Gozen 54 04 DME Russia Airport 55 04 DRS Germany LH 56 04 DTM Germany Airport 57 04 DUB Ireland Servisair 58 04 DUS Germany AHS 59 04 DXB UAE DNATA 60 04 EBL Iraq ZOZIK 61 04 EIN Netherland VIGGO S.E. 62 04 EMA UK Servisair 63 04 ENF Finland Airpro


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64 04 ERF Germany Airport 65 04 ESB Turkey Havas/Gozen 66 04 EVE Norway pending 67 04 FAO Portugal Servisair/Groundforce 68 04 FCO Italy Aviapartner 69 04 FDH Germany Avicon 70 04 FKB Germany Airport 71 04 FRA Germany Acciona 72 04 FMO Germany Airport 73 04 FNC Portugal Servisair 74 04 FUE Spain Clece/Melendez 75 04 GLA UK Servisair 76 04 GNB France Airport 77 04 GOT Sweden Novia Handling 78 04 GRZ Austria Airport 79 04 GZT Turkey Havas 80 04 GVA Swiss Swissport 81 04 HAJ Germany AHS 82 04 HAM Germany AHS 83 04 HEL Finland Airport 84 04 HER Greece Olympic/Interservice 85 04 HHN Germany Airport 86 04 HRG Egypt Egypt/ASE 87 04 IBZ Spain Iberia/Melendez 88 04 INN Austria Airport INN 89 04 IST Turkey Havas/Gozen 90 04 ISU Iraq ZOZIK 91 04 KBL Afgahnistan Ariana airline 92 04 KEF Iceland IGS 93 04 KGS Greece Olympic/Interservice 94 04 KKN Norway SAS 95 04 KLU Austria Airport 96 04 KRK Poland Airport 97 04 KRP Denmark Wing OPS Karup 98 04 KRR Kazakstan Airport 99 04 KRN Sweden SAS

100 04 KTT Finland Finnair 101 04 KTW Poland Airport 102 04 KSN Kazakstan Airport 103 04 LCA Cyprus 2Serve / SWISSPORT 104 04 LDE France Airport LDE 105 04 LED Russia Pulkovo 106 04 LEI Spain Flightcare/Melendez 107 04 LEJ Germany AHS 108 04 LGW UK Servisair 109 04 LIS Portugal Servisair 110 04 LNZ Austria Tyrolien 111 04 LPA Spain Iberia/Melendez 112 04 LTN UK Servisair 113 04 LUX Luxemburg Luxair


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114 04 LXR Egypt Egypt/ASE 115 04 MAN UK Servisair 116 04 MIR Tunisia ATACS 117 04 MLA Malta WARL/Air Malta 118 04 MMX Sweden Sturup Handling 119 04 MRS France Aviapartner 120 04 MST Netherland Airport 121 04 MUC Germany AHS 122 04 MUH Egypt Egypt/ASE 123 04 MXP Italy SEA Handling 124 04 NAP Italy GH Napoli 125 04 NCE France Aviapartner 126 04 NCL UK Servisair 127 04 NRN Germany Airport 128 04 NTE France Aviapartner 129 04 NUE Germany Airport 130 04 OLB Italy GEASAR 131 04 OPO Portugal Servisair/Groundforce 132 04 ORY France ADP 133 04 OSL Norway SAS 134 04 OTP Romania GlobeGround 135 04 PAD Germany Airport 136 04 PFO Cyprus 2Serve 137 04 PMI Spain Iberia/Melendez 138 04 PMO Italy GESAC 139 04 PRG Czech Airport 140 04 PRN Kosovo Airport PRN 141 04 PRS Italy SAGA 142 04 RAK Morocco RAM/ASE 143 04 RHO Greece Olympic/Interservice 144 04 RLG Germany Airport 145 04 RMF Egypt ASE/EMAS 146 04 RTM Netherland Aviapartner 147 04 RVN Finland RTG Handling 148 04 SAW Turkey Gzen/Havas 149 04 SCN Germany Airport 150 04 SID Cape Verde TACV 151 04 SKP Macedonia Airport 152 04 SKG Greece Olympic Handling 153 04 SNN Ireland Airport 154 04 SOB Hungary Airport 155 04 SOF Bulgaria Swissport 156 04 SPC Spain Iberia/Melendez 157 04 SPU Croatia Airport 158 04 SSH Egypt Egypt/ASE 159 04 STN UK Servisair 160 04 STR Germany LH 161 04 SVO Russia Airport 162 04 SXF Germany Globeground 163 04 SVG Norway SAS


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ADMINISTRATION


164 04 SZG Austria Airport SZG 165 04 SZF Turkey Celebi/Gzen 166 04 TFN Spain Iberia/Melendez 167 04 TFS Spain Iberia/Melendez 168 04 TLS France Aviapartner 169 04 TLV Israel QSA 170 04 TOS Norway SAS 171 04 TRD Norway SAS 172 04 TRN Italy SAGA 173 04 TXL Germany Globeground 174 04 VDB Norway SAS 175 04 VLC Spain Iberia/Melendez 176 04 VIE Austria AUA / Airport 177 04 VAR Bulgaria Airport 178 04 XRY Spain Flightcare/Melendez 179 04 ZRH Switzerland Swissport 180 04 ZQW Germany Airport


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0.7.2 Amendment List

Annual and/or Interim Revision

Number Effective from Date on issue Date of file amendment Initials

1 w.i.e= with immediate effect 20.02.2004 23.02.2004 CHR

2 w.i.e 31.05.2005 01.06.2005 CHR 3 w.i.e. 12.04.2006 12.04.2006 CHR

4.0 w.i.e. 15.10.2006 15.10.2006 SHU 5.0 w.i.e. 01.09.2007 01.09.2007 SHU 6.0 w.i.e. 01.05.2008 01.05.2008 SHU 7.0 w.i.e. 01.05.2009 01.05.2009 SHU 8.0 w.i.e. 01.04.2010 01.04.2010 SHU


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0.8 List of Effective Pages (LEP) 0.8.1 Chapter 0 and 1(LEP)

CHAPTER 0

INTRODUCTION AND ADMINISTRATION

CHAPTER 1

ORGANISATION AND RESPONSIBILITIES

PAGE REVISION NO. DATE PAGE REVISION NO. DATE

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20-21 8.0 01.04.2010


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0.8.2 Chapter 2 and 3 (LEP)

CHAPTER 2

QUALITY ASSURANCE

CHAPTER 3 PASSENGER AND BAGGAGE

HANDLING

PAGE REVISION NO. DATE PAGE REVISION

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CHAPTER 4

Load & Weight Management

CHAPTER 5

AIRCRAFT HANDLING


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CHAPTER 6

EMERGENCY

CHAPTER 7

SECURITY


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INTRODUCTION AND

ADMINISTRATION



CHAPTER 8

EXPLANATIONS AND DEFINITIONS

CHAPTER 9

DANGEROUS GODDS AND WEAPONS


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INTRODUCTION AND

ADMINISTRATION



CHAPTER 10

LOST AND FOUND

CHAPTER 11 Administrative Procedure

Cargo & Baggage Handling Passenger Handling


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INTRODUCTION AND

ADMINISTRATION


0.9 Acknowledgement of receipt

Please fill in, detach and return this page to:

Hi. HAMBURG international c/o Director Ground Operations Hindenburgstrae 171 D-22297 HAMBURG GERMANY Fax: +49 (0) 40 500 501 11 Phone:+49 (0) 40 500 501 63 [email protected]

Revision No.: 7.0

IATA Station

3-Code Name of the Company Name of the sender Phone number of the

sender

e.g. PMI e.g. Iberia e.g. Mrs. Manuela Diaz e.g.+34 (0) 971 789 585

Amended by:

Date:

In the case of any discrepancy, please make use of below tabula.

Section Page(s) Discrepancy

The recipient of each GOM is responsible for the removal of all prior GOM revisions within this respective department including all digital and hardcopy versions. By returning the signed transmittal letter he confirms the completion of this removal.


INTRODUCTION AND

ADMINISTRATION


0.10 Communication The main communication system used within ground operations is the GOM and the password protected Groundops internet site. Furthermore SITA and e-mail will be used for any day-to-day communicationes. Groundops Internet site: www. Hamburg-international.de / groundops / user: gom / password: GOMREV7 This side provide to all supervision and handling agents:

Current GOM Acknowledgement of receipt Actual Station Information (contact address) Cleaning Job Card HHI (cleaning service required by HHI) Signage / LOGO HHI GOD Bulletin with news and messages from ground operations department EG-Regulation 261/2004 (DBC)

The Groundops side must be checked consistently for any news or updates. 0.11 Supervision and Ground Handling The postholder ground operations reports to his accountable manager. Compliance with EU-OPS and national law is assured by internal audits according to the quality manual and CAA audits as appropriate. Supervision and ground handling are contracted by HHI. Authorities and responsibilities are defined by the IATA SGHA. The responsibility lies with the postholder of the operatorsigned the contract. The ground handling activities are monitored by regular station checks by ground operations management and audits by quality system of Hamburg international. A daily monitoring is done by the flight crews and irregularities will be reported to HHI ground operations management. The station checks include monitoring of the activities of outsourced GHA. Functions of supervision and ground handling includes:

Passenger handling Baggage handling Cargo and mail handling Aircraft handling and loading Catering uplift/exchange and cabin supplies, where applicable Load control Briefing of flight crew if requested and for a crew change becomes necessary Airside safety and security Fueling and de-/anti-icing procedures / inspections




1. Organisation and Responsibilities

1.1 Organizational Structure ............................................................................... 2 1.2 Management and nominated *Post holder .................................................... 3 1.3 Responsibilities and Duties of Operations Management Personnel.............. 3 1.3.1 Accountable Manager (Acc Mgr.).......................................................... 3 1.3.2 Technical Director (TD) ......................................................................... 4 1.3.3 Director Operations(DO) ....................................................................... 4 1.3.4 Deputy Director Operations (DDO) ....................................................... 5 1.3.5 Fleet Chief............................................................................................. 5 1.3.6 Training Manager (Trng Mgr.) ............................................................... 6 1.3.8 Safety Commissioner ............................................................................ 6 1.3.9 Director Ground Operations (DGO) ....................................................... 7 1.3.10 Operational Control Centre (OCC) ........................................................ 7 1.3.11 Security Commissioner ......................................................................... 9 1.3.12 DGR Commissioner .............................................................................. 9




1.1 Organizational Structure

Advisory BoardDettmar Dr. Oehne

Wilkens

Director Quality Management

H. Baark

Security Commissioner

B. Scholz

Safety Commissioner

K.Holm

Legal Affairs H.Baark

Director Corporate Communications

H. Baark

Director Ground Operations

H.-J. Schulze

Director OperationsM. Natusch

Technical Direktor Dr. Steppe

Director Finance M. Drwald

Commercial Direktor

R. UllmanTraining Manager

H. Kollmann

Cockpit TrainingH. Kollmann

Cabin TrainingDr. Sprei

Manager EASAPart M

Dr. Steppe

EngineeringManager V. Tank

Manager MOC R. Sokolowski

Engineering &Planning

tba.

Commercial Deputy

S. Meusel

SalesC. Fu /G. Otto /D. Titze

Customer ServiceM.Gpel/ T. Merrit/S. Wentz

Manager Part 145Dr. Steppe

Manager LineMaintenance

H. Beyer

Head of IT F. Zumkeller

InternalCommunications

D. Fiedler /F. Schaefer

DGR D. Mougoyannis

Handling Agents

Station MNG HAM

Station MNGFKB

Station MNGFDH

Station MNGCGN

Station MNGMUC

Station MNGSXF

Station MNGNRN

Fleet ChiefH. Kollmann

Head of CabinDr. Sprei

Manager OCCD. Mougoyannis

Head of Catering A. Willmer

Crew Planing n.n.

Cockpit Crews

Cabin Crews

Executive Board/Accountable Manager

N. Grella K.-A. Schlichtmann Chr v, Saldern

Externe Zuliefer

Informelles Berichten

Direktes Berichten

Legende:

Safety ManagerH. Baark

SM-Board

Station MNGSCN

SchedulingK. Rudolph/P. Hickisch

Beschwerde-management

G. Kalz

Sales AdminA. Herrman

Ticket CountFrau Lilie




1.2 Management and nominated *Post holder

JAR-OPS 175 h + j Executive Board /Accountable Manager Mr. N. Grella Executive Board /Accountable Manager Mr. C.v. Saldern Executive Board /Accountable Manager Mr. K. A. Schlichtmann Director Quality Management Mr. H. Baark Director Corporate Communications Mr. H. Baark Director Operations Mr. *M. Natusch Deputy Director Operations Mr. H. Kollmann Technical Director Mr. *P. Steppe Director Finance Mr. M. Drwald Commercial Director Mr. R. Ullmann Security Commissioner Mr. B. Scholz Safety Commissioner Mr. K. Holm Dangerous Goods Commissioner Mr. D. Mougoyannis Training Manager Mr. *H. Kollmann Fleet Chief Mr. H. Kollmann Director Ground Operations Mr. *H.-J. Schulze Deputy Manager Ground Operations Mr. E. Garcia

1.3 Responsibilities and Duties of Operations Management Personnel 1.3.1 Accountable Manager (Acc Mgr.)

The company has nominated an Accountable Manager who has corporate authority for ensuring that all operations and maintenance activities can be financed and carried out to the standard required by the Authority.

The responsibilities of the Management, related to JAR-OPS 1, includes at least the following five main functions:

Determination of the flight safety policy; Allocation of responsibilities and duties and issuing instructions, sufficient

for implementation of company policy and the maintenance of safety standards;

Monitoring of flight safety standards; Recording and analysis of any deviations from company standards and

ensuring corrective actions; Evaluating of the company's safety record in order to avoid undesirable

trends.




1.3.2 Technical Director (TD)

The Technical Director is appointed by and reports to the Acc Mgr. He is responsible for the company's maintenance activities as detailed in the Maintenance Management & Organization Exposition (MM&OE).

Concerning the relationship with flight operations he shall: Inform the flight operations department well in time about any required

maintenance activities; Inform the flight operations department about any changes of the

aeroplanes weight or index; Ensure, when an aeroplane is released to service for a flight, that all certifications about maintenance activities and checks are done according to the regulations and that the time to next inspection covers the planned duration of the flight/s.

1.3.3 Director Operations (DO)

The Director Operations is appointed by and reports to the Acc Mgr. He is responsible for the activities in the flight operations department and for all crew members.

In detail his responsibilities and duties are to: Determine all operational standards and to ensure their compliance with

all relevant national and international regulations and with the provisions of the AOC;

Co-ordinate and supervise the safe and economical performance of all flights;

Publish, and when necessary, amend the Operations Manuals; Publish other necessary directives for the operations personnel; Supervise the crew duty and rest times and their records; Report any irregularities of duty or rest times to the Authority; Authorize the use of aerodromes, routes and areas for company

operations; Supervise the validity of all documents and training required for all crew

members; Check that the Dry Operating Weight (DOW) or equivalent, as required

by the system, of each individual aeroplane is documented in the OM, Part B, and that the valid DOW, the Moment and/or the loading stations are transferred into the Flight Management Computer of the relevant aeroplane as well as into the flight planning system of the computer.




He ensures that: All flights are planned and performed according to the rules established

in the OM; The following documents are available and are used for planning and

performance of all flights: Company Flight Logs and ATS Flight Plans; Most recent Navigational Charts (VFR or IFR as required); Documents for the supervision of flights.

He also: checks all irregularities occurring during flight operations for their reasons

and provides solutions and/or takes necessary steps to avoid future irregularities;

Performs spot checks of the "Ops Return Envelope" in regard of correctness and completeness. He confirms the check with his signature;

Is responsible for the Authority approvals/acceptances required within the flight operations department, and their prolongation;

Co-ordinates employment or dismissal of flight crews with the management;

Co-ordinates disciplinary actions (if required) with the management; In agreement with the management nominates the assistant Flight

Operations Manager; Co-ordinates maintenance activities together with the Maintenance

Manager and plans acquisition of required equipment for flight operation; Conducts inspection flights, to check the professional standard of the

company crews, and to recommend improvements in standards, procedures or training.

1.3.4 Deputy Director Operations (DDO)

The Deputy Flight Operations Manager is appointed by the Flight Director Flight Operations. He takes over the tasks and duties of the Director Flight Operations during his absence, except for personnel decisions and disciplinary actions.

1.3.5 Fleet Chief B737 / A319

The Fleet Chief is appointed by and reports to the Director Operations. His functions, duties and responsibilities in regard to his fleet are:

Assisting the Director Operations in the performance of his duties and

representing him in his absence or when otherwise necessary; Maintaining the necessary level of proficiency of the pilots; Conducting inspection flights; Establishing fleet specific procedures and regulations;




Ensuring that all pilots in the fleet are regularly checked and trained

(proficiency checks and recurrent training) in accordance with standards set by the Operations Manual;

Issuing and monitoring special performance and flight procedures pertaining to the aeroplane type, routes and airports as necessary, in order to comply with the content of the Operations Manual;

Establish, in co-operation with the Flight Operations Manager, a Minimum Equipment List (MEL) and have it approved by the Authority.

Reviewing crew reports and other flight documentation, ensuring adequate follow up, and informing The FO Mgr. where necessary;

Ensuring the exchange of information and experience; Functioning as primary and confidential contact for pilots with individual

problems or needs; Ensuring that current records are kept of pilots licenses, validations and

qualifications; Assisting in the investigation of accidents/occurrences.

1.3.6 Training Manager (TRNG Mgr.)

The Training Manager is appointed by and reports to the Acc Mgr. He is responsible for all of the training mentioned in the OM and shall, in close co-operation with the relevant departments, especially he has to:

Establish the professional prerequisites concerning employment / training

/ upgrading of operations personnel; Make the arrangements with suitable training sources and be responsible

for the content of the OM, Part D; Appoint check and training personnel including type rating examiners; Examine the professional qualification of applicants and to recommend or

discourage their employment; Establish training syllabi and check forms for all required training and

checks; Ensure, in co-operation with the companys crew planning section, that all

required training and checks are conducted in due time. 1.3.7 Safety Commissioner

The Safety Commissioner is appointed by and a report to the Acc Mgr. He promotes and supervises all operational safety related matters. By doing so he works close together with the Director Quality Management to ensure the follow up of a changing standard or procedure.




Especially he shall:

Collect information from within the company about incidents or occurrences which may affect safety;

Collect data of accidents/occurrences with aeroplanes used in the company;

Recommend a change of procedures or instructions to relevant post holders, if necessary;

Supervise maintenance and ground operation activities, ensuring the safety of the aeroplane and its occupants;

Establish and amend the accident prevention program; Inform the operations personnel about safety risks and data collected by

issuing the "Interne Mitteilungen". 1.3.8 Director Ground Operations (DGO)

The Director Ground Operations is appointed by and reports to the Acc Mgr. Duties and responsibilities of the Director Ground Operations are as follows:

Ensure that all legal requirements and provisions of the AOC in relation to ground operations are strictly observed;

Ensure the safe, punctual and economic operations of all company flights by establishing or contracting out professional ground support;

Ensure, when contracting out, that each contractor meets the required of company standards and has installed a Quality Assurance;

Take all measures required for the security of the aeroplanes, the passengers and baggage or cargo on ground, in co-operation with the authorities responsible at the aerodromes;

Ensure that handling of passengers, catering, de-icing equipment and fuel arrangements are made at the aerodromes, when necessary;

Assist the crew in identifying the best refuelling stops considering economical requirements;

Publish and keep up to date appropriate instructions for ground handling of the aeroplanes;

Ensure, by regular checks, that ground personnel is being kept up to date, properly instructed and that they are aware of their responsibilities and the relationship of their duties to the operation as a whole.

1.3.9 Operations Control Centre (OCC)

The Operations Control Centre aids and supports all flight crews and closely co-operates with maintenance, ground operations and training department. The OCC is in charge for all daily ground handling activities necessarily before, during and after the conduct of a flight.




In addition to the detailed duties listed below, the OCC is in charge for immediate notifications to the Authority in case of an accident/incident according OM, Part A, Chapter 11.

The duties and responsibilities of the OCC in detail are:

Use all available means, possibly electronic data, to keep current on all

legal national and international provisions relating to flight operations, and advise the relevant department of important changes;

Shifting the published legal requirements/provisions, especially the NfL's, and inform the relevant department, if necessary;

Maintain a library for flight operations, including revision service, containing the following publications:

NfL I and II; Route Manual; JAR-OPS 1, Section 1 and Section 2; Pre-planning of flight requests and crew pre-planning including: Operating hours of the aerodrome(s);

Runway length; Availability of customs; Permission Prior (PPR); Crew duty and rest times according to OM, Part A, Chapter 7; Availability of crews; ATS- and aerodrome slots:

OCC is responsible for the timely arrangement of possibly required slots. The crew on duty has to be informed about ATS/Aerodrome-Slots as soon as received in OPS;

PPR: OCC is responsible for timely requests of possibly required PPR

according to the deadlines published in the Route Manual; Records of the crew duty and rest times:

The flight crews hand over their records of crew duty and rest times to OCC. The records have to be checked for completeness and correctness. Irregularities (i.e. extension of crew duty times, delayed filing of the records) have to be reported to the FO Mgr. immediately;

Flight planning: OCC supports the flight crews in their flight planning. Especially in

cases, when a crew only has minimum crew rest time, OCC files the company flight logs and ATC flight plans and prepares all required documents for the flight.

Weather and NOTAM: Obtain weather charts and forecasts as well as NOTAMs prior to the

flight; OCC relays operational irregularities as soon as possible to all parties

involved;




When re-scheduling is necessary, all requirements for crew members as contained in OM, Part A, Chapter 4 and 5 must be observed;

Providing on board of each aeroplane the required documentation and changes thereto.

1.3.10 Security Commissioner

The Security Commissioner is appointed by and reports to the Acc Mgr. He is responsible for the:

Amendment of the company's aviation security plan, if necessary, and

the supervision of the company's internal performance and application of the instructions of the plan at home base and for the entire route network;

Co-ordination of all company internal safety precautions (OM Part A Chapter 10) with the local authorities;

Instruction and supervision of the staff responsible for aviation security, such as ground staff at own stations or contracted handling agents;

Note: Flight crew members have to be instructed about aviation security on ground and in the air annually together with their emergency and safety equipment training and checking according to LBA-RS Security training.

1.3.11 DGR Commissioner

The DGR Commissioner is appointed by and reports to the Acc Mgr. He is responsible for:

Arranging and supervising the process of handling dangerous goods

within the company; Updating of the DG-Regulations available in the company, including OM,

Part A, Chapter 9; The preparation of the necessary training courses for operations

personnel and crew members; Reporting any occurrences with DG to the Authority; Requesting any necessary permission from the relevant Authority.


QUALITY SYSTEM

CHAPTER 2 Page 1 Revision: 8.0 Issued: 01.04.2010

2. Quality System

2.1 Quality Policy ................................................................................................ 2 2.2 Quality System.............................................................................................. 3 2.3 Qualification and Minimum Training Requirements 3


QUALITY SYSTEM


2.1 Quality Policy

The development and implementation of Hamburg International quality system and Quality Assurance Program that will benefit the following for the flying public, German CAA (LBA) and Hamburg International.

Enhance Flight and Ground safety Satisfy the Customers, Improve cost effectiveness, Standardize all phases of the operation, Achieve on Time Operation Protect the Environment

In order to achieve these objectives, executive management and all other staff should perform their duties according to the regulations, standards and procedures. The management herewith commits itself to continuously improve the quality of our company.

Hamburg Internationals Quality System monitors the procedures specified in the Operations Manual and the Maintenance Management Exposition to ensure compliance with EU-OPS and Hamburg International additional requirements, standards and procedures. Hamburg International establishes a plan acceptable by German CAA (Luftfahrt-Bundesamt) that shows how and when the activities required by EU-OPS will be monitored. Our Quality System has been structured and adapted to Hamburg Internationals type of operation to enable direct contacts from the Director Quality Management to the Accountable Manager. Besides, that Hamburg International will provide persons directly responsible for the activities to be audited are not selected as part of the auditing team. Hamburg Internationals Quality System includes a feed back system to Accountable manager to ensure that corrective actions are both identified and promptly addressed. The feedback system also specifies who is required to rectify discrepancies and non-compliance in each particular case, and the procedure to be followed when remedial action is not completed within an appropriate time scale, Hamburg Internationals Quality Assurance program is independent and an ongoing process designed to identify potential problem areas, advises and follows remedial actions. In conclusion, Hamburg Internationals Quality System has been integrated within the entire operation; it is not the responsibility of one person or department.


QUALITY SYSTEM


2.2 Quality System

Hamburg International has organized it's structure in both ways operational (including JAR-145 & airworthy) and managerial to comply with EU, German CAA and it's additional requirement and has established Quality Department accordingly as seen in part (1) one the Quality Manual. For detailed Hamburg Internationals Quality System description refer to "Hamburg Internationals Quality Manual Handbook" (QMH).

2.3 Qualification and Minimum Training Requirements All staff involved in ground handling must be qualified according to industry standards ( e.g. IATA AHM) within the scope of their assigned duties by the ground handling company. Instructions and/or briefing of HI Hamburg international policies and procedures are performed by the ground operations department as familiarization training of the GOM. Initial training must take place prior to being assigned to perform such duties. Recurrent training, except dangerous goods recurrent training (24-month period), must take place within the period specified by the local authority, but not less than once during every 36-month period. Qualifications Knowledge verification will be required in the form of oral questioning and written test throughout the training programs. Practical competency will be determined through instructors evaluation. After successful completion of classroom training, personnel will be subject to a period of practical training in the field under supervision of qualified person. Upon completion of the above, and subject to final assessment, personnel may be considered as qualified to fulfill their assigned duties. Personnel shall be continuously updated and reassessed at regular intervals. Training records All training and competencies shall be recorded in an employee`s training file utilizing a standard format. The handling agent shall have a system for maintaining training records that provides for retention, identification, storage, protection, retrieval and disposition of records. Training records shall be made available for review by an authorized HHI representative and/or regulatory authority. Where electronic or computer based training record system are maintained, the content should include, as aminimum, the trainee`s name, test mark achieved, date of training and course reference. Copies of training records should be provided on request during station checks or audits.


QUALITY SYSTEM


2.3.1 Training of Handling Agents and Service Providers To ensure flight safety and security through an acceptable level of standardization and proficiency, the following requirements shall be recognized in the training of ground handling personnel. The handling agent shall have initial and recurrent training requirements designed to establish and maintain standardization and proficiency among all ground/cargo handling personnel, including personnel of external entities that provide handling for Hamburg international. Training requirements for handling personnel shall ensure acceptance or approval of the regulatory Authority, as applicable and that initial training is completed prior to assignment to positions that require the performance of operational handling duties for Hamburg international. The training programs shall distinguish between theoretical (off the job) and practical (on the job) training and include basic and recurrent courses. The syllabus shall constantly be reviewed to allow for continuous improvement and effectiveness and incorporation of the latest regulatory and operational changes. The training programs and syllabi must include (as a minimum): familiarization training on general provisions and regulations in-depth training on requirements, including policies, procedures and operating practices training in human factors safety training on operational hazards associated with ground handling and cargo operations dangerous goods training in accordance with applicable requirements of the State in which personnel carry out such duties, or if there are no such requirements of the current edition of the IATA DGR The duration of the training shall be sufficient to comply with above requirements. Training should be conducted by personnel who have demonstrated competence in the subjects to be instructed and who have the skills to deliver the training effectively. For the different tasks of ground operations, initial and recurrent training must include, but is not limited to: - load control / operations AHM 051 / AHM 500 until AHM 591 / AHM 611 / AHM 630 / preferable CODECO DCS / AHM 711 / AHM 780 / AHM 781 / - aircraft ramp handling AHM 051/AHM 400 until AHM454/AHM 611/AHM 613/AHM 630/AHM 904 - aircraft marshalling AHM 051 / AHM 611 / AHM 630 and AHM 631 - cargo handling AHM 051 / AHM 300 until AHM 384 - passenger handling AHM 051 / AHM 100 until AHM 180 / preferable CODECO DCS / PSCRM (Passenger Services Conference Resolutions Manual) - dangerous goods DGR 1.5. (table 1.5.A) as appropriate for the different personnel categories Initial and recurrent training (technical, safety and practical) is required for all staff involved in: aircraft fueling


QUALITY SYSTEM


aircraft de-/anti-icing (based on the latest "AEA - Training Recommendations and Background Information for De- Icing/Anti-Icing of Aircraft on Ground" available on the internet site http://files.aea.be/News/. As appropriate, all staff must complete initial training for companies safety, personnel protection, ground support equipment operations, airside safety and airport security procedures. Recurrent training must take place latest every 3 years (except DG -2 years). 2.3.2 Training for Passenger Handling Personnel should, as appropriate to their job function, receive training on the applicable subjects, as a minimum: Check-in and Gate Personnel

Safety and security regulations Irregularity/incident/accident reporting procedure Handling of dangerous goods and prohibited articles Principles of check-in, boarding and the passenger flow Use of the local departure control system or local procedures for manual

check-in Local procedures for determining baggage weights Transmittal of passenger/baggage data to the load control department Basics on seating conditions for infants and persons with reduced mobility

(PRM) Regulations for carriage of animals (PETC and AVIH) Passenger embarkation/disembarkation procedure Passenger/baggage rerconciliation Handling of passengers with reduced mobility (PRM)

Personnel of lost and found department

Safety and security regulations Irregularity/incident/accident reporting procedure Handling of dangerous goods and prohibited articles Use of world tracer and manual tracing procedure

2.3.3 Training for Operations and Ramp Supervision Personnel should, as appropriate to their job function, receive training on the applicable subjects, as a minimum:

General weight and balance proficiency and awareness Aircraft structural load limitations Load planning Loadsheet (manual and DCS, if applicable) Balance tables/charts (manual and DCS) Loading instruction/report


QUALITY SYSTEM


Load messages Dangerous goods regulations Other special loads Aircraft handling and loading Handling coordination (ramp, cargo, passenger service, crew service) Standard operational messages and general communication

2.3.4 Training of Aircraft Handling and Loading The objective of training is to promote safety awareness and to provide airside workers and their management with the procedures necessary for the handling and loading of aircraft and to work safely in the airport environment. Personnel should, as appropriate to their job function, receive training on the applicable subjects, as a minimum:

Airside safety and security regulations Irregularity/incident/accident reporting procedure Handling of dangerous goods and prohibited articles Manual handling of load Safety during aircraft fueling Principles of aircraft loading Handling of loads required special attention Loading incompatibilities Consequences of load damage and spillage Positioning and operation of loading and servicing equipment Notification of commander of load being carried Passenger embarkation/disembarkation procedures Standards of aircraft cleaning, lavatory and fresh water servicing Aircraft movement operations

2.3.5 Airside Safety and Security Training To ensure an acceptable level of safety, the handling agent shall establish safety training requirements for all personnel involved in airside activities. Safety and security awareness: Safety and security culture; company safety policy and program; employee responsibilities; airport airside, safety and security regulations. Human factors: Motivation, attitude and team work, human behavior, communication skills Procedures and regulations: Regulations (EU-OPS, FAR, LuSiG, EG-regulations etc), safe operating practices, emergency procedures, dangerous goods, introduction to aviation law, IATA AHM, ICAO Doc


QUALITY SYSTEM



PASSENGER AND

BAGGAGE HANDLING


3. Passenger and Baggage Handling

3.1 General ......................................................................................................... 3 3.1.1 Principles .............................................................................................. 3 3.1.2 Transportation Document (Ticket)......................................................... 3 3.1.3 Compiling and Dispatching of Passenger Revenue Documents ........... 4 3.2 Passenger Handling...................................................................................... 4 3.2.1 Passenger Check-in Procedure ............................................................ 4 3.2.2 Last Minute Passengers........................................................................ 5 3.3 Boarding........................................................................................................ 6 3.3.1 During boarding:.................................................................................... 6 3.4 Arrival ............................................................................................................ 8 3.4.1 Disembarkation sequence should be as follows:................................... 8 3.4.2 If the transit passengers stay on board: ................................................ 8 3.5 Special Categories of Passengers ................................................................ 9 3.5.1 Infants ................................................................................................... 9 3.5.2 UM (Unaccompanied Minor) ................................................................. 9 3.5.3 UM General........................................................................................... 9 3.5.4 Limited acceptance ............................................................................... 9 3.5.5 Reservation........................................................................................... 9 3.5.6 Handling advice................................................................................... 10 3.5.7 Additional Checks ............................................................................... 10 3.5.8 Young passengers .............................................................................. 10 3.5.9 Minors below five years of age............................................................ 10 3.5.10 Sick Passengers ................................................................................. 10 3.5.11 PRM (Passenger Reduced Mobility) ................................................... 11 3.5.12 PRM s is divided into two categories:.................................................. 11 3.5.13 Expectant mothers .............................................................................. 11 3.5.14 INAD (Inadmissible Passenger) .......................................................... 12 3.5.15 Deportees ........................................................................................... 12 3.5.16 DEPA / DEPU ..................................................................................... 12 3.5.17 Unruly Passengers.............................................................................. 13 3.5.18 PAD Priorities...................................................................................... 14 3.5.19 PAD Handling...................................................................................... 15 3.6 Stretcher ..................................................................................................... 15 3.7 SSR Code Definition ................................................................................... 16 3.8 Passenger Manifest and Name List ............................................................ 17 3.8.1 Seating Boeing 737-700...................................................................... 18 3.8.2 Seating AIRBUS A319 ........................................................................ 19

3.8.3 Seat Allocation Boeing 737-700 / Configuration Y148 and .......... 22 Airbus 319 with Configuration Y150 ......................................................................... 22 3.8.3.1Restricted Seating Areas B737-700:.............................................................. 22 3.8.3.3 Other restricted seating areas: ................................................................... 22 3.8.3.4 Recommended Seating Areas.................................................................... 23 3.8.3.5 Prescribed Seating Areas ........................................................................... 23 3.8.3.6 Additional Restrictions ................................................................................ 23


PASSENGER AND

BAGGAGE HANDLING


3.8.3.7 Additional Information ................................................................................. 23 3.8.3.8 None smoking Flights ................................................................................... 23

3.9 Irregularities / Delays .................................................................................. 25 3.9.1 Delays ................................................................................................. 25 3.9.2 Meals and Refreshments .................................................................... 26 3.9.3 Security Measurements ...................................................................... 27 3.10 Baggage...................................................................................................... 27 3.10.1 Free Baggage Allowance .................................................................... 27 3.10.2 Charges for live Animals ..................................................................... 29 3.11 Free carry-on Items..................................................................................... 29 3.12 Unchecked Baggage / Free Carry-On Items ............................................... 29 3.13 Checked Baggage (Registered Baggage)................................................... 30 3.14 Refusal of Baggage..................................................................................... 30 3.15 Limited Release Tag ................................................................................... 30 3.16 Transport of live animals ............................................................................. 30 3.16.1 Cabin (PETC)...................................................................................... 30 3.16.2 Compartments (AVIH)......................................................................... 31 3.16.3 Guide Dogs ........................................................................................ 31 3.17 Dangerous Goods carried by Passenger or Crew as Baggage................... 31 3.18 Transport of Human Remains (HUM).......................................................... 31 3.19 Transport of Security Items and Weapons .................................................. 32 3.20 Exception for an Armed Bodyguard ............................................................ 32 3.22 Forms.......................................................................................................... 35 3.22.1 Passenger Hand out / EU Regulation 261 / German Language.......... 35 3.22.2 Passenger Hand out / EU Regulation 261 / English Language........... 36


PASSENGER AND

BAGGAGE HANDLING


3.1 General 3.1.1 Principles

Only passengers holding a validated ticket issued by a tour operator (Charter Company for the designated flight) or by Hamburg international will be accepted. Additional Hamburg international is also accepting passenger without classic airline ticket only with booking confirmation for ETIX (Ticketless travel). Passenger name and records are corresponding to the very respective PNL. For identification of passenger passport or personal ID is required. Tickets have to be correctly issued and stamped. Revenue passengers will not be seated in the cockpit or on jump seats. Non revenue passengers may be transported in the cockpit or on jump seat. Decision will be made by the pilot in command. Passengers NOT holding a classic airline ticket or any other documents marking travel eligible on Hamburg internation flights (see GOM 3.1.1) can from now on travel as passenger name and records are corresponding to the very respective PNL for flights in question. In the case the passenger is not listed in the valid PNL, please contact our OCC ( +49 40 500 501 10/13) for clarification. For general inquiries regarding ticket acceptance please contact [email protected]

3.1.2 Transportation Document (Ticket)

An issued ticket requires the following entries:

The passengers surname (family name) followed by a diagonal stroke a

Master GOM REV 8.0

Documents

Transcript of Master GOM REV 8.0