STANDARD FROM LANDING TO TAKE OFF: WE CARE! GROUND HANDLING AGREEMENT EDITION 2015 IATA SGHA 2013 | 2008 | 2004 SWISSPORT INTERNATIONAL LTD. GROUND HANDLING, CARGO SERVICES, AIRCRAFT MAINTENANCE, FUELING SERVICES, EXECUTIVE AVIATION, AVIATION SECURITY P.O. BOX, 8058 ZURICH-AIRPORT, SWITZERLAND P: +41 43 812 20 20 F: +41 43 321 29 02 [email protected] WWW.SWISSPORT.COM 130122_SPI_Folder.indd 1 24.01.13 15:47 SWISSPORT’S CORE VALUES Swissport is a people-focused organisation – without our people we simply cannot meet our goals and achieve our vision. As such, we focus on the principles of sustainability and compliance, living by the “Three Ps”: PEOPLE PROFESSIONALISM PARTNERSHIP s ol Introduction o T d Swissport Profile 3 n a A Word from IATA 10 s p Ti n / Tips and Tools o cti Contracting Checklist 11 u d Aircraft Types & Liability 13 o Standard IATA Delay Codes (AHM730) 15 ntr I Standard Ground Handling Agreement 2013 3 Definitions 22 1 0 Main Agreement 26 2 A H Annex A (description of services) 42 G Annex(es) B (location(s), agreed services and charges) 76 S Annex B – Simplified Procedure 81 Standard Ground Handling Agreement 2008 8 Definitions 88 0 0 Main Agreement 92 2 A H Annex A – Ground Handling Services 106 G Annex B 141 S Annex B – Simplified Procedure 146 Annex B – Simplified Procedure for Line Maintenance 151 Standard Ground Handling Agreement 2004 Definitions 160 4 0 Main Agreement 162 20 A Annex A – Ground Handling Services 174 GH Annex B – Simplified Procedure 205 S SGHA 2013/2008/2004 LEADING AIRPORT AND AVIATION SERVICE PROVIDER IN TERMS OF RELIABILITY WWW.SWISSPORT.COM Swissport Profile 3 ols o T d n a s Swissport Facts & Figures Tip n / Who is Swissport? o Swissport International is the leading global airport and aviation cti u service provider in terms of quality, reliability, safety, innovation d o aOnffde rninetgw ao rcko mcopvreerhaegnes.ive range of services, Swissport is able to Intr provide an “all-inclusive” service package in addition to manag- ing integrated collaboration models. – Ground Handling – Cargo Services – Executive Aviation – Fuelling Services – Aircraft Maintenance – Aviation Security – Travel Services Revenue (not normalised) CHF 3.0 billion Countries 48 Employees > 60,000 Flights handled (movements) > 3.9 million Cargo handled (tons) > 4.1 million Warehouses > 120 Airports served > 270 Customer airlines > 700 Passengers handled (departures) > 229 million The Swissport Mission To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience. Our core values: People: We show respect towards our people and their values; we do not compromise on safety and work with enthusiasm and enjoyment. Professionalism: We are pioneers; working constantly on achieving sustainable results, we creatively explore new options and improved solutions. Partnership: Continually striving to exceed the expectations of our clients and our commitments, we deliver excellent service; in any place at any time. SGHA 2013/2008/2004 4 Swissport Profile Business policy Swissport is recognized as the benchmark in terms of value for money, customer dedication, and cost management. The compa- ny has established a global reputation for being a valued business partner, not only because of its financial resources and modern ground support equipment, but also due to its intangible assets, particularly management expertise and a brand name that stands for superior quality. Achievements & Product Improvements More than 40 years of experience in Ground Handling Best Cargo Handler of the Year 2014 Award winner 2000 – 2012 “Global Aviation Ground Services Company” Air Cargo Handling Agent of the Year 2009 – 2014 African Cargo Handler of the “Year 2011/2013/2015 ” ISAGO Certification certified by IATA Global Management System ISO 9001 certified (by SGS) Transparent Customer Quality Performance (web based) Cargo 2000 Compliant Full integrated Aviation Security Services – S-PASS (Swissport Passenger Assessment Security Solution) High level of efficiency by user-friendly state-of-the-art IT Applications and infrastructures: – Own Cargo Handling System “Cargospot” – H and-Held Terminals (HHT) in Ground Handling and Cargo Business – Web-Check-in Platform (e-Services) – Mobile Offices (with WLAN equipped cars) – Graphical User Interfaces (GUI) and CLF Swissport Customer Benefits – Strong business fundamentals, with competitive pricing – Innovation and Flexibility with top reliability and high quality levels – Responsive and Direct Organization Structures – Global leverage through Global Account Management – C ontinuous growth in market share and diversification into Airport-Related Services – H ub Management, Outsourcing Solutions and Frame Agreements – E xtensive Knowledge in Low Cost and no-frill Products and Services – Customer Relationship Management SGHA 2013/2008/2004 Swissport Profile 5 ols o T d n a s Swissport services Tip n / o cti u d o ntr I Ground Handling The award-winning Swissport Ground Handling business cur- rently provides passenger and ramp handling at over 197 stations worldwide and serves in excess of 229 million passengers per annum. Today, Swissport is recognised as the biggest independ- ent global ground services provider with the largest number of hub and LCC base operations globally. Services Passenger & Ramp Services Baggage Services Ticketing Services Lost & Found Services Lounge Operations VIP Services Gate & Check-in Services Irregularity Handling Station Management & Control Load Control Crew Administration De-icing Cargo Swissport is the world’s leading Cargo Services provider, offering award-winning Cargo Handling at more than 110 airports world- wide, and handling in excess of 4.1 million tones annually. The cargo organisation is set up to allow global, regional and local representation at both sales and operational levels through its Customer Relationship Management (CRM) process, designed to improve the customer experience. Swissport Cargo is in the pro- cess of rolling out new technologies to improve the operational capabilities and allow the customer to experience cost savings SGHA 2013/2008/2004 6 Swissport Profile throughout the contract period and have linked this process to Cargo 2000 (C2K) measurements across our network. Our size and scope allows Customers to manage multiple oper- ations through a single point of contact, one common Service Level Agreement (SLA), and one invoice if necessary, saving administration costs. Services Freight Handling (On/Off Airport) Mail Handling Document Handling (Import/Export) Integrator Handling Cargo Handling in a Third-Party Facility Freighter Ramp Services/ Transportation Outsourced Hub Operations and Management Network Handling Services (Off-Line) Call Centre and Airline Customer Services Trucking Services Warehousing e-Freight Services Executive Aviation Swissport Executive Aviation (SEA) & PrivatPort provide exclu- sive ground handling services to the international community of operators and executives who utilise private or corporate jets in up to 80 stations worldwide. Services Personalised Service Delivery 24/7 Fast Turnaround Times Passenger & Crew Assistance Customs & Immigration Assistance Passenger & Crew Assistance Traffic Rights & Landing Permits SGHA 2013/2008/2004 Swissport Profile 7 ols o T d n a s p Flight Planning & Weather – Ti NOTAMs n / Airport & Runway Slot o Co-Ordination cti u Aircraft Charter Reservation d o CChataenrgineg A Airrcraranfgt eCmhaernttesr Reservation Intr Hotel & Restaurant Reservations Limousine & Car Rental Fueling Arrangements Fuelling Swissport Fuelling Services is an international company that pro- vides high quality, independent aviation fuel handling on behalf of airlines, airports and fuel suppliers. We provide a full service solution in regard to our clients’ fueling needs including both on and off airport fuel storage and distribution systems. Services Into-Plane Fuelling Maintenance & Operation of Tank Farms Maintenance & Operation of Fuel Distribution Systems & Pipelines Laboratory Fuel Testing Ground Support Equipment Fuelling Ground Support Equipment Maintenance Fuel System Project Maintenance Rental Car Fuel Facility Management Technical Audits & Inspections Cathodic Protection Surveys SGHA 2013/2008/2004 8 Swissport Profile Aviation Security Services Document Verification Access Control Passenger Screening Aircraft Security Service Cargo and Baggage Screening Integrated Security Swissport Aviation Security provides security services for around 40 customers in over 10 countries worldwide. The team working within the organisation is highly trained in both security and vulnerability assessments, providing complete solutions for our customers. Swissport Aviation Security customers have the flexibility to choose the solution fit for them; be it on a local or a global level, the Checkport entities guarantee full flexibility for the procurement of security services. Our services and expertise in this specialised field are based on more than 20 years’ experi- ence within Aviation Security with a clear focus on and com- mitment to quality solutions and integrated products for your convenience. Working with a company like Swissport allows our clients to purchase security services via Ground Handling and Cargo and benefit from the synergies realised by the integration of security tasks in existing processes, such as: Check-In Security Combined Check-In and Security Services Gate Security Combined Gate and Security Services Cabin Clean & Search Combined Cleaning and Security Services Swissport Speciality Services Maintenance Aircraft Maintenance Swissport Aircraft Maintenance, the recipient of the prestigious FAA Certificate of Excellence Diamond Award, is a quality pro- vider of third-party line maintenance services operating at 27 airports in the USA and in four other countries globally, provid- SGHA 2013/2008/2004