Terms & Conditions


to include the following statement before button confirming order:

By confirming your order, you accept the terms of the User Services Agreement

User Services Agreement


  • Information And Communication Technologies FZ-LLC, a company registered at Dubai Creative Clusters, Dubai, UAE (the “Company” or “ICT”) hereby offers to use the Services available at https://adhoc.aero/(the “Site”) and further described in section 2 hereof (the “Service(s)”) to an Internet user being mainly carriers or operators of carriers (the “User”) under the terms and conditions described herein. This User Services Agreement (the “Agreement”) shall come into force and become legally binding for the Company and the User (the “Parties”) at the moment when the User first time starts to book or use the Service(s).


  • When starting to use the Service(s), the User shall be deemed to have accepted the terms of this Agreement without any reservations, exceptions or limitations not contained herein. In case of the User’s disagreement with any provision of this Agreement, the User shall not use the Service(s).


  • The Company reserves the right to change or modify this Agreement at any time and in its sole discretion and with no prior notice. A new version of this Agreement shall come into effect when posted on the Site. By continuing to use the Service(s), the User confirms his acceptance of the revised Agreement. The Company encourages the Users to review the Agreement frequently to ensure that the User understands the terms and conditions that apply when he uses the Service(s). If the User does not agree to the revised Agreement, the User may not use the Service(s).


  • This edition of the Agreement enters into force on June 1, 2020 and is effective until the following edition is adopted.


  • The Company offers, through the Provider(s), the following services on the Site: Ground Handling, Permits & Slots, Representation & Supervision, Crew Assistance, Ground Transportation, Fueling, Flight Catering, Hotel Accommodation (the “Service(s)”).


  • The Services allow the User to book flight support services in the selected airport listed on the Site (the “Airport”) through licensed operators, service providers and handlers as partner organizations (the “Provider(s)”) which have entered into separate agreements with the Company.



  • The User shall place an order no later than 48 (Forty-Eight) hours before the Service(s) date, and providing accurate correct booking information. The Site shall confirm the order only upon prior confirmation by the Provider(s), and upon full payment by the User of the Service(s) Price for the ordered Services. Upon confirmation of the order by the User and payment of the Service(s) Price, and approval of the Provider(s), a confirmation will be issued to the User for each order placed. User should ensure to have booking confirmation and/or booking reference number during the flight travel to enable the Provider to verify the booking placed through the Site.


  • The User acknowledges and agrees that:


  • Upon placing an order through the Site, the User acknowledges to have, read, understood and accepted the terms and conditions of this Agreement.


  • the User’s ability to obtain flight support services through the use of the Services does not establish the Company as a provider of the flight support services or as a ground handler. When the User submits an order on the Site by selecting a Service(s) in an Airport and approving its terms including, for example the Airport, the aircraft type, the MTOW, the preferred handling (Business/Private jets/Passenger aircraft/Cargo Aircraft), the price payable for the Service(s) (the “Service(s) Price”), the User shall be deemed to have approved the entry into a paid flight support service contract with the Provider(s) directly (the “Services Contract”) but not with the Company. Upon the Provider(s) confirming the requested Service(s) by notifying the User through the Site, the Services Contract shall be deemed executed between the User and the Provider(s).


  • The Users may receive the Services only if they are flying through carriers or aircrafts complying with the applicable laws.


  • Due to the nature of the Services provided under this Agreement, the liability of the Company is limited to an obligation to accurately transmit the information between the User and the Provider as well as to transfer prepayment or full payment for a specific Service received from the User to the Provider. The Company shall not be liable for the credibility of the information passed as well as for the due and in good faith performance of the Provider’s obligations within any services agreements between the Provider(s) and the User. The Company bears no responsibility for any losses including the loss of gains and physical losses and damages in any way determined by the use of the Services.


  • The Services, the software used for the provision of the Services and other content of the Site through which the Services are available (including but not limited to the “adhoc.aero” logo and other logos and registered trademarks) are protected by the Company’s or third parties’ intellectual property rights. The User is hereby granted a limited, non-exclusive, non-sub licensable, revocable, non-transferable license to: (i) access and use the respective intellectual property solely in connection with his use of the Services; and (ii) access and use any content, information and related materials that may be made available through the Services, in each case solely for the User’s personal, non-commercial use. Any rights not expressly granted herein are reserved by the Company.


  • There may exist certain technical limitations and restrictions on the Services, which can lead to the inaccessibility of the Services or delays in the transmission of communication at a particular time due to some reasons beyond the Company’s control.


  • The Provider(s) may subcontract part but not all of the Service(s). In this case, the Provider(s) will nevertheless be responsible to the User for the proper rendering of Service(s) by the subcontractors as if it had been performed by the Provider(s) themselves.


  • The User enters into this Agreement at its sole risk and that the Services and any information provided to the User are provided “as is” and “as available”.


  • The relations between the User and the Company fall exclusively within the Agreement contained herein. Nothing shall be presumed to indicate that the Company and the User have entered into or have agreed to enter into any other contract or have any rights and obligations before each other within any other agreement.


  • Upon the User placing an order on the Site by confirming the Service(s) terms and approving the entry into the Services Contract with a Provider(s) as stipulated herein, the User shall make a full payment of the Service(s) Price via one of the payment options offered by the Company (including Cash or online payments), to the Company, which the Company shall further transmit to the Provider(s) subject to the terms and conditions of a separate agreement between the Company and the Provider(s).


  • the settlement of account between the User and the Company shall be effected as follows:
  • The User shall select the required Service(s) from the list of Services on the Site and shall pay the corresponding Service(s) Prices as listed on the Site.
  • In the event of any additional services other than those requested through the Site is availed by the User while on ground, the Company shall collect the related charges separately as per their published tariffs by either charging the User’s credit card, asking the User to pay through POS or in cash as may be appropriate to the User.


  • The ground handling services as per Annex A of the SGHA shall be charged at Service(s) Prices determined as per the prevailing published rates and tariffs for the Airport location specified according to the aircraft types for each arrival and subsequent departure of the same aircraft within the specified ground times provided in the handling request. For all other Service(s) not falling under Annex A, the Company and the Provider(s) shall set the rates for Service(s) Prices.


  • Any disbursements made by the Company or the Provider(s) on behalf of the User will be reimbursed by the User at cost price plus an accounting surcharge of ten percent (15 %).


  • Notwithstanding Section 3.1, and with respect to Flight Catering Service and Airport Charges (with respect to parking, landing and lighting and other charges), the Service(s) payment shall be made to the Company based on actual services provided before departure of the flight and will be invoiced to the User or credited from its account as may appropriate. In all cases, the User shall be required to pay for all Service(s) availed before departure of flight including all airport related charges, taxes, royalties, and government levies as per the tariffs existing at the time of flight handling.


  • The Company does not collect, process and/or store User’s payment data without the User’s express approval.


  • The User agrees that the Company has the right to add to the Service(s) Price any processing charges which are due to under the relevant agreements between the Company and its banks and/or payment systems. The User also agrees that the Service(s) Price with any charges may be debited from the User’s bank/card account in other currency than one previously selected if the payment in a specific currency and/or the mandatory currency conversion are stipulated by the bank and/or payment system effecting the payment.


  • Unless this Agreement provides otherwise:
  • all payments made by a User under this Agreement shall be made gross, free of right of counterclaim or set off and without deduction or withholding of any kind other than any deductions or withholding required by law; if a User makes a deduction or withholding required by law from any payment, the sum due shall be increased to the extent necessary to ensure that, after the making of any such deduction or withholding, the Company receives a sum equal to the sum it would have received had no deduction or withholding been made;
  • all payments made by the Company (whether as a refund to the User or on another basis) shall be deemed to be inclusive of all taxes that may be payable by the User in connection with the payment, and the payment of such taxes are the User’s sole responsibility. Under no circumstances shall the Company have an obligation to deduct or withhold any tax when making any payment to the User.


  • The User may unilaterally cancel a Service(s) booked and fully or partly paid for by sending an e-mail to the Company’s support address service@adhoc.aero.


  • Cancellations, amendment of orders, and no-shows are subject to the Terms and Conditions of the Provider(s) which can be accessed through the Site.


  • Refund in cases of cancellation, amendment of orders, or no-shows are subject to the Terms and Conditions of the Provider(s). However, irrespective of the Terms and Conditions of the Provider(s) in this respect, User hereby acknowledges and agrees that if the cancellation or the amendment of an order is placed less than forty-eight (48) hours but at least twenty-four (24) hours prior to the confirmed Service(s) time, an amount representing 7.5% of the price shall be retained by the Company; and if the cancellation or the amendment is placed within twenty-four (24) hours of the confirmed Service(s) time, or in the event of a no-show, an amount of 15% of the price shall be retained by the Company. Any refund due to the User will be refunded to the User bank’s account or paid to the User within 30 days as of the date of cancellation.


  • A change by the User of the essential Service(s) conditions (such as the time, the Airport, the aircraft details, MTOW, number of passengers, etc.) equates to the cancellation of the Service(s) initiated by the User, and the Provider(s) has the right to refuse to perform the Service(s) in accordance with the changed conditions. Refund of the Service(s), the essential terms of which have been changed by the User, is carried out in accordance with this section 4.


  • For any cancellation made by the Company or the Provider(s) of the Service(s), the Company undertakes to return to the User the funds transferred to the Company as full or partial pre-payment. The User may request the Company for refund of the amount paid for the cancelled Service(s) within 4 (four) months from the agreed date of the Service(s). Upon the expiration of this term such request may be addressed directly to the Provider(s) only.


  • In other cases, the Company bears no obligation to return the funds to the User.


  • User hereby acknowledges that the Company, the Site are not providing the Services for which the User is about to place an order, but rather are merely platforms allowing the actual service provider to promote and sell its services thereon. The User hereby also acknowledges that neither the Company, nor the Site may be held liable for direct, indirect, special or consequential damages caused to the User as a result of placing, confirming, cancelling, amending, or rejecting an order by the Provider(s), or as a result of the Service(s) as provided by the service provider. In addition, neither the Company, nor the Site shall be deemed liable to the User if events beyond its control prevent them from performing their obligations, or would accept any responsibility for the loss or damage to any property belonging to you or any other passenger.


  • The User represents and warrants at all times and during the use the Service(s) that:
  • the User has legal capacity under the laws of all applicable jurisdictions and agrees to this Agreement voluntarily, and that the User has full power, authority and capacity to comply with this Agreement and his obligations contained herein;
  • the User’s compliance with this Agreement is lawful and his obligations hereunder are legally binding and valid;
  • the User has carefully and thoroughly read and understood this Agreement;
  • the User is and has always been compliant with this Agreement;
  • in entering into this Agreement the User has not relied on any representation, warranty, statement, undertaking or conduct of any kind other than as expressly provided in this Agreement;
  • all information provided by the User is true, complete, valid and not misleading in any respect, and it acknowledges and agrees that the Company enters into this Agreement with him in reliance on the representations and warranties set out in this section.


  • During the Term of this Agreement, the User shall carry out the following:
  • regularly monitor and review any announcements connected with the Service(s) made on the Site;
  • purchase and use the Service(s) only for the purposes and in the manner expressly permitted by this Agreement;
  • notify the Company immediately if any of the representations and warranties made under this Agreement becomes untrue, incomplete, invalid or misleading in any respect;
  • not engage in any activity that interferes with or disrupts the Service(s) in any way and not hire another Provider(s) to perform the Service(s) ordered in a particular booking;
  • be fully responsible for keeping, the information required to access its account (including the password) store such information, ensuring its confidentiality, security, the absence of any distortion and proper control over storage;
  • not remove any copyright, trademark or other proprietary notices from any portion of the Service(s);
  • not reproduce, modify, use for compilation, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Services except as expressly permitted by the Company;
  • not modify, analyze, decompile, decode, restore the source code of the Service(s) or any of its parts except as may be permitted by applicable law;
  • not link to, mirror or frame any portion of the Service(s);
  • not cause or launch any programs or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Service(s) or unduly burdening or hindering the operation and/or functionality of any aspect of the Service(s);
  • not attempt to gain unauthorized access to or impair any aspect of the Service(s) or its related systems or networks;
  • not use or reference in any manner the Company's names, logos, product and Services names, trademarks or Services marks;
  • not otherwise infringe the Company’s intellectual property rights concerning the Service(s), the software and any other content of the Site through which the User accesses the Service(s);
  • observe all applicable laws and regulations (including tax laws and regulations) in such manner that will, to the best of its knowledge and belief, result in compliance by it and the Company in any jurisdiction in which it directly or indirectly uses the Services;
  • provide promptly such evidence of its compliance with this Agreement as the Company may at any time reasonably require.


  • The User hereby accepts that, to the fullest extent permitted by law:
  • no warranty is given in respect of the Service(s) or any information provided to the User; and
  • the Company expressly disclaims all warranties and conditions of any kind, whether express or implied, including: (i) any implied warranties of merchantability, fitness for a particular purpose or non-infringement; (ii) any warranties as to the timeliness, reliability, suitability, sequence, accuracy, adequacy, consistency or completeness of any information provided to the User at any time or from time to time; (iii) any warranties that the access to the Service(s) provided hereunder will be uninterrupted, timely or free from error.


  • To the fullest extent permitted by law, the Company expressly disclaims all liability for any loss whatsoever, and howsoever caused, incurred or suffered by you or anyone else, and including any loss arising from or in connection with:(i) any inaccuracy, incompleteness or delay in any information provided to the User;(ii) any transaction failure which may occur when the User seeks to make payment;(iii) any malfunction, instability, or another breakdown of any software used by the Company for the provision of the Service(s); (iv) any disclosure, loss, theft, destruction or inaccessibility of the User’s account, password or other data (including the User’s or any other person’s failure to keep these secure, safe and confidential);(v) termination of this Agreement at any time and for any reason;(vi) any failure of the Service(s) to be used in any specific way or to meet any specific purpose or requirements;(vii) any war, riots, restraints imposed by any governmental or semi-governmental or regulatory authority, industrial or trade disputes, fires, explosions, storms, typhoons, floods, lightning, earthquakes and other natural calamities.


  • The Company shall have no liability, however arising, for any indirect, incidental, special, exemplary, punitive or consequential damages, including lost profits, lost data, personal injury or property damage arising out of or in connection with the provision of the Services hereunder, or otherwise related to its subject matter, regardless of the negligence (either active, affirmative, sole, or concurrent) of the Company, even if the Company has been advised of the possibility of such damages.


  • The Company shall not be liable for any damages, liability or losses arising out of:(i) the User’s use of or reliance on the Service(s) or the User’s inability to access or use the Service(s); or(ii) any transaction or relationship between the User and any Provider(s), even if the Company has been advised of the possibility of such damages. The Company shall not be liable for delay or failure in performance resulting from causes beyond the Company’s reasonable control.


  • The Company’s aggregate liability to the User for any claims for damages (whether under contract, tort, warranty, or other law) resulting from, arising out of, or in connection with this Agreement, or otherwise related to its subject matter, will under no circumstances exceed the Service(s) Price paid by the User to the Company in connection with the relevant Service(s).


  • The scope of liability (if any) shall be limited to the geographical space of the Airport where the Service(s) are performed for the requested aircraft as per the handling request.


  • The User indemnifies the Company against, and agrees to reimburse and compensate the Company for, any liability or loss arising from (and any costs incurred in connection therewith):(i) any breach of this Agreement;(ii) the Company exercising, enforcing or preserving its rights, powers or remedies (or considering doing so) with respect to the User in connection with this Agreement;(iii) infringement of any Company’s or third parties’ intellectual property rights or other laws in connection with the User’s use of the Service(s) and the Site and its contents.


  • The Company shall maintain all information received from the User in strict confidence and shall not disclose such confidential information to any third party without the prior written consent of the User. This obligation will not apply with respect to the Provider(s), the Airport’s authorities and all other related parties that are required to be informed strictly to effect the Services.


  • The User agrees to receive advertising messages from the Company. The User has a right to decline receiving advertising messages by using the relevant functionality of the Service(s), as part of which or in connection with which the User received such messages.


  • The User hereby gives his consent on processing and collection of his personal data to the extent and for the purposes specified in this Agreement and Privacy Policy [to be hyperlinked]. The User further confirms to allow the Company to share its personal information with the Provider(s) for the purpose of the Service(s).


  • No data transmissions over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect User’s personal information, the Company cannot ensure or warrant the security of any information transmitted to it via the internet, and the User does so at its own risk. Once the Company has received User’s transmission, the Company will use best efforts to ensure its security on its systems.


  • The User agrees to allow the Company to record customer support calls for training purpose and to use the information provided on its Site for market research including statistical analysis of user’s behavior, and to send details of Service(s). However, User’s information will not be passed on for use by third parties except for the Provider(s).


  • The Company may assign, transfer, novate or otherwise deal in any manner, all or any part of the benefit of this Agreement and any of its rights, remedies, powers, duties and obligations under this Agreement to any person, without the User’s consent and in any way the Company considers appropriate.
  • The User agrees that it may not transfer to any assignee, transferee or any other person who has an interest in this Agreement, any right of set off or other rights that the User has against the Company.


  • This Agreement will commence at the moment specified in section 1.1 and shall continue until terminated in accordance with this section 12.


  • Notwithstanding any other provision of this Agreement, the Company may at any time and for any reason immediately terminate this Agreement as between the User and it without prior notice or need to specify reasons, including if:(i) the User has breached any provision of this Agreement or acted in a manner which clearly shows that the User does not intend to or is unable to comply with any provision in this Agreement;(ii) the Company reasonably considers it is required to do so by the application of any laws or regulations or by any government, quasi-government, authority or public body (including any regulatory body of any jurisdiction); or(iii) the Company determines that performing its obligations under this Agreement is no longer commercially viable.


  • The Company will inform the User of such termination by notice in accordance with section 16.


  • The User acknowledges and agrees unconditionally and irrevocably to waive any right of set-off, netting, counterclaim, abatement or other similar remedy which the User might otherwise have under this Agreement under the laws of any jurisdiction.


  • This Agreement is governed by and must be construed in accordance with the laws of the United Arab Emirates.


  • If there is a dispute between the Parties resulting from, arising out of, or in connection with this Agreement or related to its subject matter, then the parties shall first work together to resolve the disagreement or dispute between them within a period of thirty (30) days as of the occurrence of the dispute. In case, no agreement is reached within the thirty (30) period, then the dispute shall be referred to and finally resolved by the United Arab Emirates.


  • Any person who is not a party to this Agreement may not enforce nor enjoy the benefit of any provision of this Agreement.


  • The User agrees that the Company may give notices and communications, under or in connection with this Agreement by announcement on the Site or by email to the email address which the User registers to its account, and that such notice is deemed to be effective and received by the User at the time when it is published on the Site, or, sent, by the Company unless the Company promptly receives an automated message indicating failed delivery of that notice.



  • No failure or delay on the part of the Company to exercise any right, power or remedy under this Agreement will operate as a waiver, nor will any single or partial exercise by the Company of any right, power or remedy.





  • The rights, powers and remedies provided in this Agreement are cumulative and are not exclusive of any rights, powers or remedies provided by law.


  • This Agreement do not create any kind of partnership, joint venture, advisor, fiduciary, agency or trustee relationship or any similar relationship between the User and the Company or any other person or entity.


  • If any provision of this Agreement is held to be illegal, void, unenforceable or invalid, whether in whole or part, under the laws of any jurisdiction, that portion will be severed, and such illegality, unenforceability or invalidity will not affect the legality, enforceability or validity of the remaining provisions of this Agreement in that jurisdiction, nor the legality, enforceability or validity of this Agreement in any other jurisdiction.


  • This Agreement is made in English. In case of any inconsistency between the English version and any translation, the English version shall prevail.





AHM 810

Basic Package

General Aviation

Pax Charters


Section 1

Representation & Supervision

1.1.1, 1.1.2, 1.1.3, 1.2.1, 1.2.2, 1.2.3(b,c,d,e,f,g), 1.2.4, 1.2.5,1.2.6 – 10% disbursement charges apply, 1.3.1(a,b), 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6 1.3.8, 1.3.9

1.1.1, 1.1.2, 1.1.3,

1.2.1, 1.2.2, 1.2.3(b,c,d,e,f,g), 1.2.4, 1.2.5,1.2.6- 10% disbursement charges apply, 1.3.1(a,b), 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6 1.3.8, 1.3.9

1.1.1, 1.1.2, 1.1.3,

1.2.1, 1.2.2, 1.2.3(b,c,d,e,f,g), 1.2.4, 1.2.5,1.2.6-10% disbursement charges apply, 1.3.1(a,b), 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6 1.3.8, 1.3.9

Section 2


2.1.1, 2.1.3(a)(1,3,5,7), 2.1.4(b), 2.1.5, 2.1.6(a), 2.1.8(b)(1,2,3) (a)(4) – at extra charges, 2.2.1, 2.2.4(a)(b)(1,2)(i,ii,iii,iv), 2.2.6(a, b) (1) (a)- at extra charges,

2.2.7(a), 2.2.12 (a,c,d),

2.1.1, 2.1.2, 2.1.3 (a) (1,3,4,5), 2.1.4(b)(1,2,3,4,5)

2.1.5, 2.1.6(a), 2.1.7, 2.1.8(b)(1,2,3,5), (a)(4)- – at extra charges,

2.2.1, 2.2.2 (a,c,d), 2.2.3(a)(1,2)(b)(1,3,4),


2.2.5(a, b,c,d)(1,3)* - at additional KD 2/- per transaction, 2.2.6(a,b)(1,2)(i,iii,iv)* - at extra charges, 2.2.7(a, c), 2.2.8 (a,c,d), 2.2.9(a)- at extra charges, 2.2.10 (a, b ,c) (1,2) (i, iii)-, 2.2.11 (a)(1,3,4), 2.2.12 (a, c, d), 2.2.13(a,c,d), 2.2.14(a,c,d), 2.2.15(a, b, c), 2.2.16(a, b, c), 2.2.17 

Not Applicable


2.3.1(b), 2.3.2(b), 2.3.3(1,2,3), 2.3.4(b)(1,2,3*6)

2.3.1(a), 2.3.2(a),2.3.3(b)(1,2,3), 2.3.4(b)(1,2,3*,6)

Not Applicable

Section 3

Baggage Handling

3.1.1 (a), 3.1.2, 3.1.3(a), 3.1.4(a), 3.1.5(a), 3.1.6(a), 3.1.7(a), 3.1.8

3.1.1 (a), 3.1.2, 3.1.3(a), 3.1.4(a,b), 3.1.5(a,b), 3.1.6(a,b), 3.1.7(a), 3.1.8

Not Applicable


3.2.1(a) – at extra charges




3.3.1(a, b), 3.3.2(a,b)(6),

3.3.1(a, b), 3.3.2(a,b)(6),

3.3.1(a, b), 3.3.2(a,b)(6),

Ramp to Flight Deck Communication

3.5.1, 3.5.2 (a, c)

3.5.1, 3.5.2 (a, c)

3.5.1, 3.5.2 (a, c)

Loading and Unloading

3.6.1(a,c)(1), 3.6.3(a, c), 3.6.4(a) (1), 3.6.5(a) (1), 3.6.6

3.6.1(a,c)(1), 3.6.3(a, c), 3.6.4(a) (1), 3.6.6, 3.6.5(a) (1), 3.6.7(a)

3.6.1(a,c)(1)(2), 3.6.2(a)(1,2) 3.6.3(a, c), 3.6.4(a) (1), 3.6.5(a) (2,4,5), 3.6.6(a,b,c,d,e), 3.6.7(a)

Moving of aircraft

3.8.1(a)(1)-one push, 3.8.2(b)

3.8.1(a)(1) -one push, 3.8.2(b)

3.8.1(a)(1) -one push, 3.8.2(b)

Interior Cleaning

3.10.1(b)(1-8), 3.10.2

3.10.1(b)(1-8), 3.10.2


Toilet Service




Water Service




Section 4

Load Control

4.1.1, 4.1.2(a, b) (2)

4.1.1, 4.1.2(a, b) (2)

4.1.1, 4.1.2(a, b) (2)


4.2.1,4.2.2, 4.2.3(a, b)

4.2.1,4.2.2, 4.2.3(a, b)

4.2.1,4.2.2, 4.2.3(a, b)

Flight Operations

4.3.7, 4.3.9

4.3.7, 4.3.9

4.3.7, 4.3.9

Section 5


Not Applicable

Not Applicable

5.1.1(a), ,5.1.2(a, c), 5.1.3

Customs Control

5.2.1(c, d) (1,2)

Documentation Handling

5.3.4 (a, b)

Physical Handling

5.4.1(c,d,e), 5.4.2, 5.4.3(a,b)(1)(i), 5.4.4(a), 5.4.6,

Section 6

Automation/Computer Systems


6.2.2(b) (3,5,6)

6.2.2(b) (6,8)

Ramp Fueling

6.5.1, 6.5.3, 6.5.6(1), 6.5.7, 6.5.8, 6.5.9

6.5.1, 6.5.3, 6.5.6(1), 6.5.7, 6.5.8, 6.5.9

6.5.1, 6.5.3, 6.5.6(1), 6.5.7, 6.5.8, 6.5.9

Catering services

6.7.1, 6.7.2

6.7.1, 6.7.2

6.7.1, 6.7.2

Section 7

Passenger & Baggage Screening

7.1.1(a)(1,2), 7.1.2(b), 7.1.3(b), 7.1.4(a)(1,2)

7.1.1(a)(1,2), 7.1.2(b), 7.1.3(b), 7.1.4(a)(1,2)


7.2.1(b)(2)- additional screening charges apply

Section 8

Routine Services

Not Applicable

Not Applicable


Not Applicable

NB : Provision of GSE is subject to a maximum of 2 hours per turnaround




1.1 - General


  1. (a) Provide
  2. (b) Arrange for guarantee or bond to facilitate the Carrier's activities

1.1.2 Liaise with local authorities.

1.1.3 Indicate that the Handling Company is acting as handling agent for the Carrier.

1.1.4 Inform all interested Parties concerning movements of the Carrier's aircraft.

1.2 - Administrative Functions

1.2.1 Establish and maintain local procedures.

1.2.2 Take action on communications addressed to the Carrier.

1.2.3 Prepare, forward, file and retain for a period specified in the Annex     B, messages/reports/statistics/documents and perform other administrative duties in the following areas.

  1. (a) station administration
  2. (b) passenger services
  3. (c) ramp services
  4. (d) load control
  5. (e) flight operations
  6. (f) cargo services
  7. (g) mail services
  8. (h) support services
  9. (i) security
  10. (j) aircraft maintenance
  11. (k) other, as specified in Annex B

1.2.4 Maintain the Carrier's manuals, circulars, and other operational documents connected with the performance of the services.


  1. (a) Check
  2. (b) Sign
  3. (c) Forward on behalf of the Carrier items including, but not limited to, invoices, supply orders, handling charge notes, work orders.

1.2.6 Effect payment, on behalf of the Carrier, including but not limited to:

  1. (a) airport, customs, police and other charges relating to the services performed.
  2. (b) cost for provisions of bond guarantee.
  3. (c) out-of-pocket expenses, accommodation, transport.

1.3 - Supervision and/or Co-ordination of Services Contracted by the Carrier with Third Party


  1. (a) Supervise
  2. (b) Co-ordinate services contracted by the Carrier with third party

1.3.2 Ensure that the third party(ies) is(are) are informed about operational data and Carrier's requirements in a timely manner.

1.3.3 Liaise with the Carrier's designated representative

1.3.4 Verify availability and preparedness of personnel, equipment, Loads, documentation of third party(ies).

1.3.5 Meet aircraft upon arrival and liaise with crew.

1.3.6 Decide on non-routine matters.

1.3.7 Verify dispatch of operational messages.

1.3.8 Note irregularities and inform the Carrier. 

1.4 - Station Management

1.4.1 Provide representative on behalf of the Carrier to act

  1. (a) exclusively
  2. (b) non-exclusively

1.4.2 The Handling Company is authorized to represent the Carrier's interest with regard to resolving governmental and local authorities matters

1.4.3 Attend local airport meetings on behalf of the Carrier

  1. (a) Report to the Carrier results/contents of the meetings
  2. (b) Act, vote and commit on behalf of the Carrier

1.4.4 The Handling Company will be authorized to

  1. (a) solicit
  2. (b) negotiate
  3. (c) commit

services on behalf of the Carrier, with the expenditure/commitment limit to be specified in Annex B, at the following locations

  1. 1. airport lounges
  2. 2. baggage delivery services
  3. 3. janitorial
  4. 4. newspapers delivery
  5. 5. laundry services
  6. 6. porters
  7. 7. other

1.4.5 Negotiate and secure slot(s) and airport facilities, as available, on behalf of the Carrier

1.4.6 Liaise with relevant local and Government authorities to ensure that all necessary permits and licenses are applied for, negotiated and secured in advance of each seasonal/operational change.

1.4.7 Perform and report quality/performance measurements

1.4.8 Handle the contents of Carrier's company mail pouches.


2.1 - General

2.1.1 Inform passengers and/or public about time of arrival and/or departure of Carrier's aircraft and surface transport.

2.1.2 Make arrangements for, transfer and transit passengers and their baggage and inform them about services available at the airport.

2.1.3 When requested by the Carrier,

  1. (a) Provide
  2. (b) Arrange for special equipment, facilities and specially trained personnel, for assistance to
    1. 1. unaccompanied minors
    2. 2. persons with reduced mobility (PRMs)
    3. 3. VIPs
    4. 4. transit without visa passengers (TWOVs).
    5. 5. deportees
    6. 6. special medical transport
    7. 7. other, as specified in Annex

2.1.4 Assist passengers when flights are interrupted, delayed or cancelled.

2.1.5 Arrange storage of baggage in the bonded store


  1. (a) Notify the Carrier of complaints and claims made by the Carrier's passengers
  2. (b) Process such claims, as specified in Annex B.

2.1.7 Handle lost, found and damaged property matters.

  1. (a) accept baggage irregularity reports
  2. (b) enter data into baggage tracing system
  3. (c) maintain baggage tracing system files for period specified in Annex B
  4. (d) make payments for incidental expenses
  5. (e) arrange for delivery of delayed baggage to passengers
  6. (f) handle communications with passengers

2.1.8 Report to the Carrier any irregularities discovered in passenger and baggage handling.


  1. (a) Provide or
  2. (b) Arrange for
  3. (c) check-in position(s),
  4. (d) service counter(s)/desk(s) for other purposes,
  5. (e) lounge facilities,
  6. (f) porter services,
  7. (g) other services as specified in Annex B

2.1.10 Perform on behalf of the Carrier the following sales functions

  1. (a) reservations
  2. (b) issuance of transportation documents
  3. (c) e-ticketing as specified in Annex B

2.2 - Departure

2.2.1 Perform pre-flight editing

2.2.2 Check and ensure

  1. (a) that tickets are valid for the flight(s) for which they are presented. The check shall not include the
  2. (b) that tickets presented are not blacklisted in the industry ticket service data base. Blacklisted documents shall not be honoured and immediately reported to the Carrier.


  1. (a) Check travel documents for the flight(s) concerned. In the event that the Handling Company does not have access to information that verifies visa validities the Handling Company will not have liability. The Handling Company shall not be liable for immigration fines in the event of non-bona fide travel documents or other events which are outside of their control.
  2. (b) Enter required passenger and/or travel document information into Carrier's and/or government system.
    1. 2.2.4

      (a) Weigh and/or measure checked and/or cabin baggage,

      (b) Record baggage figures


      1. initial flight
      2. subsequent flight(s)

      2.2.5 Excess baggage

      1. (a) Determine excess baggage
      2. (b) Issue excess baggage ticket
      3. (c) Collect excess baggage charges
      4. (d) Detach applicable excess baggage coupons

      2.2.6 Tag checked and/or cabin baggage


      1. (a) initial flight
      2. (b) subsequent flight(s)

      2.2.7 7 effect conveyance of checked baggage to the baggage sorting area

      2.2.8 Effect conveyance of Out of Gauge (OOG) checked baggage to the baggage sorting area at the following locations:

      2.2.9 Collect airport and/or any other service charges from departing passengers at the following locations:


      1. (a) Carry out the Carrier's seat allocation or selection system
      2. (b) Issue boarding pass(es)
      3. (c) Detach applicable flight coupons


      1. 1. initial flight
      2. 2. subsequent flight(s)

       2.2.11 Handle

      1. (a) Denied Boarding process
      2. (b) Denied Boarding Compensation

      2.2.12 Direct passengers through controls to departure gate

      2.2.13 Handle upgrade/downgrade functions at the following locations:

      1. (a) check-in in accordance with item 2.2.3
      2. (b) check baggage
      3. (c) verification of travel documents
      4. (d) upgrades and downgrades
      5. (e) handling of stand-by list
      6. (f) verification of cabin baggage
      7. (g) manage the boarding process
      8. (h) reconciliation of passenger numbers with aircraft documents prior to departure
      9. (i) other gate functions as specified in Annex B


      1. (a) collect
      2. (b) reconcile
      3. (c) handle and forward to Carrier transportation documents (flight coupons, or other flight related documents) uplifted from departing passengers

      2.3 – Arrival


      1. (a) Perform
      2. (b) Arrange for opening/closing aircraft passenger doors

      2.3.2 Direct passengers from aircraft through controls.


      1. (a) Provide
      2. (b) Arrange for

      1. 1. Transfer desk/connection services
      2. 2. Baggage recheck

      2.4 - Remote/Off Airport Services

      2.4.1 Inform passengers/public about time of arrival/departure.

      2.4.2 Handle departing passengers and baggage.

      2.4.3 Carry out passenger and baggage handling as described in Sub-Sections 2.1, 2.2 and 2.3.

      2.4.4 Direct departing passengers to connecting transport to the airport.

      2.4.5 Handle passengers arriving from the airport.

      2.4.6 Deliver baggage to passengers in accordance with local procedures.

      2.5 Inter-modal Transportation by rail, road or sea

      2.5.1 Handle departing passengers and baggage

      2.5.2 Carry out passenger and baggage handling as described in Sub-Sections 2.1, 2.2 and 2.3, where applicable, substituting “rail, road or sea transportation” for “aircraft”, and “flight(s)”, and “terminal” for “airport”.

      2.5.3 Direct departing passengers to connecting transport.

      2.5.4 Load baggage on connecting transport, as directed by the rail, road or sea transport operator.

      2.5.5 Handle arriving passengers and baggage from the rail, road or sea transport operator.

      2.5.6 Direct arriving passengers through controls to the Carrier's flight departure services.

      2.5.7 Offload baggage from connecting transport, as directed by the rail, road or sea transport operator and transfer it to the Carrier's airport services.

             SECTION 3.    RAMP SERVICES

      3.1 - Baggage Handling

      3.1.1 Handle baggage in the baggage sorting area.

      3.1.2 Prepare for delivery onto flights

      1. (a) bulk baggage
      2. (b) ULDs

      3.1.3 Establish the number and/or weight of

      1. (a) bulk baggage
      2. (b) built — up ULDs and provide the load control unit with the information

      3.1.4 Offload

      1. (a) bulk baggage
      2. (b) ULDs

      3.1.5 Prioritize baggage delivery to claim area.

      3.1.6 Deliver to claim area

      1. (a) baggage
      2. (b) oversize baggage

      3.1.7 Transfer baggage

      1. (a) Provide or
      2. (b) Arrange for

      1. (a) Sortation of transfer baggage.
      2. (b) Storage of transfer baggage prior to despatch (storage time limits to be specified in Annex B).
      3. (c) transport of transfer baggage to the sorting area of the receiving carrier.

      3.1.8 Handle crew baggage.

      3.2 - Marshalling


      1. (a) Provide
      2. (b) Arrange for marshalling at arrival and/or departure.

      3.3 - Parking


      1. (a) Provide
      2. (b) Position and/or remove

                     wheel chocks.

      3.3.2 Position and/or remove

      1. (a) landing gear locks.
      2. (b) engine blanking covers.
      3. (c) pitot covers.
      4. (d) surface control locks.
      5. (e) tailstands and/or aircraft tethering.
      6. (f) safety cones.
      7. (g) other items, as specified in Annex B. 


      1. (a) Provide
      2. (b) Arrange for
      3. (c) Operate ground power unit

      3.4 - Ancillary Items


      1. (a) Provide
      2. (b) Arrange for
      3. (c) Operate cooling unit


      1. (a) Provide
      2. (b) Arrange for
      3. (c) Operate heating unit

      3.5 - Ramp to Flight Deck Communication

      3.5.1 Provide head sets

      3.5.2 Perform ramp to flight deck communication

      1. (a) during push-back.
      2. (b) during tow-in.
      3. (c) during engine starting.
      4. (d) for other purposes.

      3.6 - Loading and Unloading


      1. (a) Provide
      2. (b) Arrange for
      3. (c) Operate
        1. 1. passenger steps
        2. 2. flight deck steps
        3. 3. loading bridges


      1. (a) Provide
      2. (b) Arrange for

      1. 1. passenger
      2. 2. crew

      transport between aircraft and airport terminal(s).


      1. (a) Provide
      2. (b) Arrange for
      3. (c) Operate

      equipment for loading and/or unloading.


      1. (a) Provide
      2. (b) Arrange for

      delivery and pick-up of

      1. (a) Baggage
      2. (b) Mobility devices

      at aircraft doors or other agreed points


      1. (a) Provide
      2. (b) Arrange for

      assembly and transport of

      1. 1. Baggage
      2. 2. cargo
      3. 3. Mail
      4. 4. Documents
      5. 5. Company mail

      between agreed points on the airport


      1. (a) Unload aircraft, returning lashing materials to the Carrier.
      2. (b) Load and secure Loads in the aircraft
      3. (c) Operate in-plane loading system.

      3.6.7 Redistribute Loads in aircraft.

      3.6.8 Open, close and secure aircraft hold doors.

      1. (a) aircraft lower deck
      2. (b) aircraft main deck


      1. (a) Provide for
      2. (b) arrange for ballast


      1. (a) Provide or
      2. (b) arrange for safeguarding of all Loads requiring special handling ( e.g. valuables ) during

      1. 1. loading/unloading
      2. 2. transport between aircraft and designated point on the airport

      3.7 - Starting


      1. (a) Provide
      2. (b) Arrange for
      3. (c) Operate air start unit.

      3.8 - Safety Measures


      1. (a) Provide or
      2. (b) arrange for fire-fighting and other protective equipment.

      3.8.2 Perform safety/ground damage inspection

      1. (a) immediately upon arrival
      2. (b) immediately prior departure

      1. 1. doors and panels
      2. 2. Other inspection items as specified in Annex B and communicate the results to flight crew or Carrier's representative

      3.9 - Moving of Aircraft


      1. (a) Provide
      2. (b) arrange for tow-in and/or push-back tractor


      1. (a) Towbar to be provided by the Carrier.
      2. (b) Towbar to be provided by the Handling Company
      3. (c) Store and maintain towbar(s) provided by the Carrier


      1. (a) Tow in and/or push back aircraft.
      2. (b) Tow aircraft between other agreed points.
      3. (c) Provide authorised cockpit brake operator in connection with towing.
      4. (d) Provide wing-walker(s)

      3.10 - Exterior Cleaning

      3.10.1 Perform cleaning in accordance with Carriers written instructions of

      1. (a) flight deck windows
      2. (b) cabin windows
      3. (c) aircraft integral steps
      4. (d) slats and leading edges
      5. (e) wings

      1. 1. upper surface
      2. 2. lower surface

      1. (a) flaps (extended)

      1. 1. upper surface
      2. 2. lower surface

      1. (a) ailerons

      1. 1. upper surface
      2. 2. lower surface

      1. (a) engine nacelles and pylons
      2. (b) fuselage

      1. 1. upper surface
      2. 2. lower surface

      1. (a) horizontal stabiliser
      2. (b) vertical stabiliser
      3. (c) landing gear
      4. (d) wheel well

      3.11 - Interior Cleaning

      3.11.1 Clean flight deck, if specified, under the control of a person authorized by the Carrier

      1. (a) empty ash
      2. (b) dispose of
      3. (c) clear waste from overhead stowage
      4. (d) wipe tables
      5. (e) clean seats.
      6. (f) mop floor.
      7. (g) clean flight deck inside windows.

      3.11.2 Clean passenger and crew compartments (other than flight deck)

      1. (a) empty ash trays
      2. (b) dispose of litter
      3. (c) clear waste from overhead stowages
      4. (d) wipe tables
      5. (e) clean and tidy seats, seat belts, seat back pockets and passenger service units
      6. (f) clean floors (carpets and surrounds)
      7. (g) empty and clean refuse bins
      8. (h) clean surfaces in pantries, galleys (sinks, working surfaces, ovens and surrounds) and toilets (wash basins, bowls, seats, mirrors and surrounds)
      9. (i) remove, as necessary, any contamination caused by airsickness, spilled food or drink and offensive stains
      10. (j) clean telephones, fax machines, LCD screens and other equipment

      3.11.3 Clean cabin windows.

      3.11.4 Clean

      1. (a) cargo compartments.
      2. (b) ULDs

      3.11.5 Fold and stow blankets.

      3.11.6 Make up berths.

      3.11.7 Change

      1. (a) head rest covers.
      2. (b) pillow covers. Covers to be supplied by the Carrier.

      3.11.8 Collect and/or distribute in

      1. (a) cabin
      2. (b) toilets items provided by the Carrier.

      3.11.9 Disinfect and/or deodorize aircraft with

      1. (a) materials provided by Carrier
      2. (b) materials provided by Handling Company


      1. (a) Remove
      2. (b) Destroy food and material left over from incoming flights.


      1. (a) Provide or
      2. (b) Arrange for laundering of

      1. (a) cabin blankets
      2. (b) linen

      3.12 -  Toilet Service


      1. (a) Provide or
      2. (b) Arrange for

      1. 1. Servicing (empty, clean, flush toilets and replenish fluids).
      2. 2. trituator/disposal service

      3.13 - Water Service


      1. (a) Provide
      2. (b) Arrange for

      1. 1. draining
      2. 2. replenish tanks (water standard as specified in Annex B)
      3. 3. water quality

      3.14 - Cabin Equipment

      3.14.1 Rearrange cabin by

      1. (a) removing
      2. (b) installing
      3. (c) repositioning
      4. (d) n equipment, for example, seats and cabin divider(s).

      3.15 - Storage of Cabin Material


      1. (a) Provide
      2. (b) Arrange for

      storage space for the Carrier's cabin material.

      3.15.2 Take inventory.


      1. (a) Provide
      2. (b) Arrange for

      replenishment of stocks.

      3.16 - Catering Ramp Handling

      3.16.1 Unload/load and stow catering supplies from/on aircraft.

      3.16.2 Transfer catering supplies on

      3.16.3 Transport catering supplies between aircraft and designated points.

      3.17 - De-Icing/Anti-Icing Services and Snow/Ice Removal

      3.17.1 Remove contamination such as snow, slush, ice, frost, rime or similar from aircraft without using de-icing/anti-icing fluid.

      3.17.2 Perform “Contamination Check” and inform flight crew or Carrier's representative of results.


      1. (a) Provide
      2. (b) Arrange for

      anti-icing/de-icing equipment.

      3.17.4 Provide de-icing/anti-icing fluids

      3.17.5 Remove frost, ice and snow from aircraft using de-icing fluid. Fluids to receive purity and contamination inspection prior to use.

      3.17.6 Apply anti-icing fluid to aircraft.

      3.17.7 Supervise performance of de-icing/anti-icing operations.

      3.17.8 Perform final inspection after de-icing/anti-icing operations and inform flight crew of results.


      4.1 - Load Control

      4.1.1 Convey and deliver flight documents between the aircraft and appropriate airport buildings.


      1. (a) Prepare
      2. (b) Sign
      3. (c) Distribute
      4. (d) Clear/process
      5. (e) File documents, including but not limited to, loading instructions, loadsheets, weight and balance charts, Captain's load information and manifests where:
        1. 1. Load Control is performed by the Handling Company
        2. 2. Load Control is performed by the Carrier
        3. 3. Load Control is performed by a third party

      4.2 - Communications


      1. (a) Compile
      2. (b) Receive, process and send all messages in connection with the services performed by the Handling Company, using the Carrier's originator code or double signature procedure
      3. (c) perform EDI (electronic data interchange) transactions
      4. (d) Inform the Carrier's representative of the contents of such messages.


      1. (a) Provide
      2. (b) Operate means of communication between the ground station and the Carrier's aircraft.

      4.3 - Flight Operations- General

      4.3.1 Inform the Carrier of any known project affecting the operational services and facilities made available to its aircraft in the areas of responsibility as specified in Annex B.

      4.3.2 After consideration of the Carrier's instructions, suggest the appropriate action to pilot-in-command in case of operational irregularities, taking into account the meteorological conditions, the ground services and facilities available, aircraft servicing, possibilities and the overall operational requirements.

      4.4 - FLIGHT OPERATIONS — Flight Preparation at the Airport of Departure


      1. (a) Provide or
      2. (b) Arrange for meteorological documentation and aeronautical information for each flight.

      4.4.2 Deliver documentation to the aircraft

      4.4.3 Analyse the operational conditions and

      1. (a) prepare
      2. (b) request
      3. (c) sign
      4. (d) make available the operational flight plan according to the instructions and data provided by the Carrier.


      1. (a) Prepare
      2. (b) Request
      3. (c) Sign
      4. (d) File
      5. (e) Monitor
        1. 1. the Air Traffic Services (“ATS”) Flight Plan.
        2. 2. The Carrier's slot time allocation with the appropriate ATS

      4.4.5 Provide the crew with the required briefing.


      1. (a) Prepare
      2. (b) Sign
      3. (c) Deliver
        1. 1. the fuel order
        2. 2. the fuel distribution form.

      4.4.7 Hand out flight operation forms and obtain signature of the pilot-in-command, where applicable.

      4.4.8 Provide ground handling party(ies) with the required weight and fuel data

      4.5 FLIGHT OPERATIONS — Flight Preparation at a Point Different from the Airport of Departure

      4.5.1 Arrange for the provision of the meteorological documents and aeronautical information.

      4.5.2 Analyse the operational conditions and

      1. (a) prepare
      2. (b) request
      3. (c) sign the flight plan.

      4.5.3 Send to the Carrier or its representative at the airport of departure,

      1. (a) the operational flight plan,
      2. (b) the ATS Flight Plan,
      3. (c) information for crew briefing,

      4.6 FLIGHT OPERATIONS — En-route Flight Assistance

      4.6.1 Monitor movement of the flight

      1. (a) within
      2. (b) beyond VHF range and provide all possible assistance as necessary. Inform the Carrier of flight progress, any irregularities and actions taken.

      4.7 FLIGHT OPERATIONS — Post-flight Activities

      4.7.1 Obtain a debriefing from incoming crews, distributing reports or completed forms to offices concerned, whether governmental or the Carrier's.

      4.8 FLIGHT OPERATIONS — En-route Re-despatch

      4.8.1 Analyse meteorological information and the operational flight conditions for re-despatch, calculate and plan according to the data provided by the aircraft en-route and inform the pilot-in-command about the results.

      4.9 FLIGHT OPERATIONS — Crew Administration

      4.9.1 Distribute relevant crew schedule information provided by the Carrier to all parties concerned.

      4.9.2 Arrange hotel accommodation for crew layover

      1. (a) scheduled
      2. (b) non-scheduled


      1. (a) Provide or
      2. (b) Arrange for crew transportation,

      4.9.4 Direct crews through airport facilities

      4.9.5 Liaise with hotel(s) on crew call and pick-up timings.


      1. (a) Prepare crew allowance forms.
      2. (b) Pay crew allowances.

      4.9.7 Inform the designated Carrier representative of any crew indisposition or potential absence.


      5.1 - Cargo and Mail Handling—General


      1. (a) Provide
      2. (b) Arrange warehouse handling and storage facilities for

      1. 1. General Cargo
      2. 2. Special Shipments
      3. 3. Specialised Cargo Products
      4. 4. Mail

      1. (a) store cargo
      2. (b) take appropriate action to prevent theft of, or damage to cargo and/or mail


      1. (a) Provide or
      2. (b) Arrange for equipment for the handling of
        1. 1. General Cargo
        2. 2. Special Shipments
        3. 3. Specialised Cargo Products
        4. 4. Mail


      1. (a) Provide or
      2. (b) Arrange for handling services for:
        1. 1. General Cargo
        2. 2. Special shipments
        3. 3. Specialized Cargo Products
        4. 4. Mail
        5. 5. Diplomatic Mail
        6. 6. Diplomatic Cargo
        7. 7. Company cargo/material


      1. (a) Issue
      2. (b) Obtain Receipt upon delivery of cargo

      5.1.5 Monitor cargo delivery

      5.1.6 Take action to prevent theft or unauthorized use of, or damage to the Carrier's pallets, containers, nets, straps, tie-down rings and other material in the custody of the Handling Company. Notify the Carrier immediately of any damage to or loss of such items.

      5.2 - Customs Control

      5.2.1 Prepare customs documentation for:

      1. (a) Inbound cargo
      2. (b) Outbound cargo
      3. (c) Transfer cargo

      5.2.2 Obtain Customs clearance for:

      1. (a) Inbound cargo
      2. (b) Outbound cargo
      3. (c) Transfer cargo

      5.2.3 Place Cargo under Customs control for:

      1. (a) Inbound cargo
      2. (b) Outbound cargo
      3. (c) Transfer cargo

      5.2.4 Present to Customs, cargo for physical examination.

      5.3 - Irregularities Handling

      5.3.1 Take immediate action in respect of irregularities, damage or mishandling of dangerous goods and other special shipments.

      5.3.2 Report to the Carrier any irregularities discovered in cargo handling

      5.3.3 Handle lost, found and damaged cargo


      1. (a) Notify the Carrier of complaints and claims
      2. (b) Process claims.

      5.3.5 Take action when consignee refuses acceptance and payment.

      5.4 - Documentation Handling


      1. (a) Prepare air waybill.
      2. (b) Check all documents to ensure shipment may be carried. The check shall not include the rates charged.
      3. (c) Obtain capacity/booking information for the Carrier's flights.
      4. (d) Split airwaybill. Forward copies of manifests and airwaybills or shipment record to the Carrier.
      5. (e) Prepare cargo manifest(s).
      6. (f) Provide the load control unit with special load notification.
      7. (g) When applicable return copy of air waybill to shipper, endorsed with flight details.


      1. (a) Notify consignee or agent of arrival of shipments
      2. (b) Make available cargo documents to consignee or agent.


      1. (a) Provide
      2. (b) Arrange for

      1. 1. collection of “Charges Collect” as shown on the air waybill or shipment record
      2. 2. collection of other charges and fees as shown on the air waybill or shipment record
      3. 3. credit to consignees or agents

      5.5 - Physical Handling Outbound/Inbound

      5.5.1 Accept cargo, ensuring that

      1. (a) machine-readable cargo labels are affixed and processed
      2. (b) manual labels are affixed and processed
      3. (c) shipments are “ready for carriage” in accordance with IATA Resolution 833
      4. (d) the weight and volume and number of pieces of the shipments are checked
      5. (e) the regulations for the carriage of special cargo, particularly the IATA Dangerous Goods Regulations (DGR)IATA Live Animals Regulations (LAR),IATA Perishable Cargo Regulations (PCR), and others have been complied with.

      5.5.2 Tally and assemble cargo for dispatch

      5.5.3 Prepare

      1. (a) Bulk cargo
      2. (b) ULD'S For delivery onto flights.

      5.5.4 Establish the weight of

      1. (a) Bulk cargo
      2. (b) built-up ULD'S

      and provide the load control unit with deadload weights.


      1. (a) Offload bulk cargo from vehicles
      2. (b) Check incoming cargo against air waybills and manifests.
      3. (c) Break down ULD'S

      5.5.6 Release cargo to the consignee or agent

      5.6 - Transfer/Transit Cargo

      5.6.1 Identify transfer/transit cargo.

      5.6.2 Prepare transfer manifests for cargo to be transported by another carrier.


      1. (a) Provide or
      2. (b) Arrange for transport to the receiving carrier's warehouse under cover of Transfer Manifest
        1. 1. on airport,
        2. 2. off airport

      5.6.4 Accept/prepare

      1. (a) transfer cargo
      2. (b) transit cargo for onward carriage.

      5.7 Post Office Mail

      5.7.1 Check incoming mail against Post Office mail documents.

      5.7.2 In case of missing documentation, issue substitutes

      5.7.3 Deliver inbound mail to

      1. (a) on airport postal facility
      2. (b) off airport postal facility

      together with Post Office mail documents, against receipt from postal authorities.

      5.7.4 Pickup outgoing mail from Postal Facility

      1. (a) on airport
      2. (b) off airport

      5.7.5 Check outgoing mail from postal authorities against mail documents. Give receipt of acceptance of mail to postal authorities.

      5.7.6 Handle and check transfer mail against accompanying mail documents.


      1. (a) Prepare or
      2. (b) Arrange for

    2. 1. bulk mail
    3. 2. ULD'S For delivery onto flights.

    5.7.8 Establish the weight of

    1. (a) Bulk mail
    2. (b) built-up ULD'S

    and provide the load control unit with deadload weights.

    5.7.9 Distribute incoming and/or outgoing post office mail documents

    5.7.10 Handle lost, found and damaged mail and report all irregularities to the Carrier and postal authorities.


    6.1 - Accommodation

    6.1.1 Provide the Carrier with

    1. (a) office space
    2. (b) storage space
    3. (c) other facilities, as specified in Annex B

    6.2 - Automation/Computer Systems


    1. (a) Provide
    2. (b) Arrange for
    3. (c) Operate

    computer hardware and other equipment (as specified in Annex B) to enable access to

    1. (a) Carrier's system
    2. (b) Handling Company's system
    3. (c) other system

    6.2.2 Perform the following functions in

    1. (a) Carrier's system
    2. (b) Handling Company's system
    3. (c) other system


    1. 1. Passenger reservations and sales
    2. 2. Passenger service
    3. 3. Baggage
    4. 4. Baggage
    5. 5. Operations, load
    6. 6. Cargo reservations and sales
    7. 7. Cargo handling
    8. 8. Cargo EDI messaging (IATA cargo-imp or IATA cargo-xml)
    9. 9. Post office mail handling
    10. 10. Maintenance reporting
    11. 11. Other functions

    6.2.3 Manage Automated Self Check-in device(s) and

    1. (a) Provide
    2. (b) Arrange for

    1. 1. stock control
    2. 2. stock replenishment
    3. 3. hosting
    4. 4. routine maintenance
    5. 5. servicing and repair
    6. 6. other, as specified in Annex B

    6.3 - Unit Load Device (ULD) Control


    1. (a) Provide
    2. (b) Arrange for storage space for

    1. 1. passenger ULDs
    2. 2. cargo ULDs
    3. 3. post office mail ULDs
    4. 4. other ULDs

    6.3.2 Take action to prevent damage, theft or unauthorized use of the   Carrier's ULDs in the custody of the Handling Company. Notify the Carrier immediately of any damage or loss


    1. (a) Take physical inventory of ULD stock and maintain records.
    2. (b) Compile and dispatch ULD Control Messages (UCM).
    3. (c) Compile and dispatch ULD Stock Check Messages (SCM) at agreed timings as specified in Annex B

    6.3.4 Prepare ULD exchange control documentation for all transfers of ULDs and obtain signature(s) of the transferring and receiving carrier(s) or approved third parties and distribute copies.

    6.3.5 Handle lost, found and damaged ULDs and notify the Carrier of such irregularities.

    6.4 - Fuel Farm (Depot)

    6.4.1 Liaise with fuel farm suppliers.


    1. (a) Inspect the Carrier's fuel farm product deliveries for contamination, prior to storage. Notify the Carrier of results.
    2. (b) Inspect fuel farm storage and/or appliances. Notify the Carrier of results

    6.5 - Ramp Fuelling/Defuelling Operations

    6.5.1 Liaise with ramp fuel suppliers.

    6.5.2 Inspect fuel vehicles and/or appliances for contamination. Perform water detection checks

    6.5.3 Supervise fuelling/defuelling operations

    6.5.4 Prepare aircraft for fuelling/defuelling.

    6.5.5 Drain water from aircraft fuel tanks.


    1. (a) Provide
    2. (b) Arrange for

    1. 1. fueling
    2. 2. defuelling

    approved fueling/defueling equipment.

    6.5.7 Fuel/defuel aircraft with quantities of products requested by the Carrier's designated representative

    6.5.8 Check and verify the delivered fuel quantity

    6.5.9 Deliver the completed fuel order to the Carrier's designated representative

    6.6 - Surface Transport


    1. (a) Provide
    2. (b) Arrange for

    the transport of

    1. 1. passengers
    2. 2. baggage
    3. 3. cargo
    4. 4. post office mail
    5. 5. empty ULDs
    6. 6. other


    1. (a) airport and town terminal
    2. (b) airport and other agreed points
    3. (c) separate terminals at the same airport

    6.6.2 Make all necessary arrangements for special transport within the limit of local possibilities.

    6.7 - Catering Services—Liaison and Administration

    6.7.1 Liaise with the Carrier's catering

    6.7.2 Handle requisitions made by the Carrier's authorized representative

          SECTION 7.    SECURITY

    7.1 - Passenger and Baggage Screening and Reconciliation


    1. (a) Provide
    2. (b) Arrange for
      1. 1. matching of passengers against established data
      2. 2. security questioning


    1. (a) Provide
    2. (b) Arrange for

    1. 1. screening of checked
    2. 2. screening of transfer
    3. 3. screening of mishandled
    4. 4. physical examination of checked, transfer and mishandled baggage
    5. 5. identification of security cleared baggage


  1. (a) Provide
  2. (b) Arrange for
    1. 1. screening of
    2. 2. screening of cabin/unchecked baggage
    3. 3. physical examination of passengers and cabin/unchecked baggage


  1. (a) Provide
  2. (b) Arrange for
    1. 1. identification of passengers prior to boarding
    2. 2. reconciliation of boarded passengers with their baggage
    3. 3. positive baggage identification by passengers
    4. 4. offloading of baggage for passengers who fail to board the aircraft.

7.2 - Cargo and Post Office Mail


  1. (a) Provide
  2. (b) Arrange for
    1. 1. control of access to the cargo facilities
    2. 2. screening of cargo and/or mail.
    3. 3. physical examination of cargo.
    4. 4. holding of cargo and/or mail for variable periods.
    5. 5. secure storage of cargo and/or mail.
    6. 6. decompression/pressure chamber

7.3 - Catering


  1. (a) Provide
  2. (b) Arrange for
    1. 1. control of access to the catering unit.
    2. 2. security supervision during food preparation.
    3. 3. security check of catering uplifts.
    4. 4. sealing of food and/or bar trolleys/containers.
    5. 5. physical examination of catering vehicles prior to loading

7.4 - Aircraft


  1. (a) Provide
  2. (b) Arrange for control of access to
    1. 1. aircraft
    2. 2. designated areas


  1. (a) Provide
  2. (b) Arrange for

  1. 1. search of aircraft.
  2. 2. guarding of aircraft.
  3. 3. guarding of designated areas.
  4. 4. security of baggage in the baggage make-up area.
  5. 5. sealing of aircraft.


  1. (a) Provide
  2. (b) Arrange for security personnel
  1. to safeguard all Loads during the transport between aircraft and designated locations
  2. during offloading and loading of aircraft.

7.5 - Additional Security Services


  1. (a) Provide
  2. (b) Arrange for additional security services


8.1 Routine Services

8.1.1 Maintain the Carrier's technical manuals, handbooks, catalogues, etc.

8.1.2 Perform line inspection in accordance with Carrier's current instructions

8.1.3 Enter in the aircraft log and sign for the performance of line inspection

8.1.4 Enter remarks in aircraft log regarding defects observed during the inspection.

8.1.5 Provide personnel to assist the flight crew or ground staff in the performance of their tasks.

8.2 Replenishing of oils and fluids

8.2.1 Liaise with suppliers.


  1. (a) Perform. or
  2. (b) Supervise replenishing operations


  1. (a) Provide or
  2. (b) Arrange for and
  3. (c) Operate special replenishing equipment.

8.2.4 Wipe excess oil from engine nacelles

8.3 Non-routine Services

8.3.1 Rectify defects entered in the aircraft log as reported by the crew or revealed during the inspection, to the extent requested by the Carrier. However, major repairs must be separately agreed upon between the Parties.

8.3.2 Enter in aircraft log and sign for the action taken.

8.3.3 Report technical irregularities and actions taken to the Carrier's maintenance base.


  1. (a) Provide or
  2. (b) Arrange for engineering facilities, tools and special equipment to the extent available.

8.3.5 Move aircraft under its own power

8.4 Material Handling


  1. (a) Obtain Customs clearance for
  2. (b) Administer the Carrier's spare parts, power plant and/or equipment.

8.4.2 Provide periodic inspection of the Carrier's spare parts and/or spare power plant(s).

8.4.3 Provide suitable storage space for the Carrier's spare parts and/or equipment.

8.4.4 Provide suitable storage space for the Carrier's spare power plant(s).

8.5 Parking and Hangar Space


  1. (a) Provide or
  2. (b) Arrange for
    1. 1. parking space.
    2. 2. hangar space.