ISAGO Standards Manual: Change/Revision History

ISAGO Standards Manual
Change/Revision History
The eighth edition of the ISAGO Standards Manual has been developed by IATA, with support and guidance
from members of the IATA Safety Audit for Ground Operations (ISAGO) Oversight Council (GOC) and the IATA
Ground Operations Manual (IGOM)/Ground Operations Task Force as well as ground service providers and the
aviation industry.
Step Name Date
Changes prepared by: Giuseppe Argento, Manager, December 2018

Ground Operations Audit
Standards and members of
GRH Technical Group
Reviewed by ISAGO Program Monika Mejstrikova, Head, December 2018

Office (IPO): Ground Operations Audits
Approved by: Catalin Cotrut Director, Audit December 2018

Programs as part of the ISAGO
Standards Board (GOSB)
review and approval
GOSM Ed 8, April 2019 i

This document is for your internal use only and should not to be distributed to external parties or colleagues.
INTENTIONALLY LEFT BLANK
ii GOSM Ed 8, April 2019
Table of Contents
ISAGO Standards Manual ........................................................................................................................... i
Change/Revision History..................................................................................................................... i
List of Effective Pages ....................................................................................................................... ix
Record of Revisions .......................................................................................................................... xi
Revisions Highlights......................................................................................................................... xiii
Foreword .......................................................................................................................................... xv
Introduction .................................................................................................................................................... 1
1. Purpose.............................................................................................................................................. 1
2. Applicability ........................................................................................................................................ 1
3. Structure ............................................................................................................................................ 1
4. Guidance Material (GM)..................................................................................................................... 4
5. Operational Audit ............................................................................................................................... 5
6. Safety Management Systems (SMS) ................................................................................................. 6
7. ISAGO Documentation System.......................................................................................................... 7
8. Auditor Actions ................................................................................................................................... 7
9. Recommended Basis for Acceptable Means of Conformity (AMC) ....................................................8
10. Mandatory Observation (Attachment A) ............................................................................................. 8
11. Interlink GOSARPs (Attachment B).................................................................................................... 9
12. Standards Change Management Process (Attachment C) ................................................................9
13. English Language .............................................................................................................................. 9
14. Manual Revisions............................................................................................................................... 9
15. Usable Edition .................................................................................................................................. 10
16. Conflicting Information ..................................................................................................................... 10
17. Definitions ........................................................................................................................................ 10
18. Manual Distribution .......................................................................................................................... 10
19. Authority........................................................................................................................................... 10
ISAGO Standards and Recommended Practices ...........................................................................11
Section 1 — Organization and Management (ORM) ......................................................................13

1 Management and Control................................................................................................................. 15
1.1 Organization and Accountability....................................................................................................... 15
1.2 Management Commitment............................................................................................................... 22
GOSM Ed 8, April 2019 TOC iii

1.3 Safety and Quality............................................................................................................................ 25

1.4 Management Review ....................................................................................................................... 39
1.5 Communication ................................................................................................................................ 45
1.6 Outsourcing Quality Control Program .............................................................................................. 47
1.7 Security Program ............................................................................................................................. 51
2. Ground Operation Management ...................................................................................................... 52
2.1 Ground Service Equipment Maintenance.........................................................................................52
2.2 GSE Technical Requirements.......................................................................................................... 53
2.3 Unit Load Device Airworthiness and Serviceability ..........................................................................56
2.4 ULD Loading .................................................................................................................................... 57
2.5 ULD Handling and Storage .............................................................................................................. 58
2.6 Facilities and Equipment .................................................................................................................. 60
2.7 Station Airside Supervision and Safety ............................................................................................ 60
2.8 Airside Fire Safety............................................................................................................................ 62
2.9 Airside Cleanliness........................................................................................................................... 63
2.10 Airside Severe Weather Plan ........................................................................................................... 64
2.11 Passenger Safety............................................................................................................................. 65
2.12 Personnel Safety.............................................................................................................................. 67
3. Documentation and Records............................................................................................................ 68
3.1 Documentation System .................................................................................................................... 68
3.2 Operational Manuals ........................................................................................................................ 71
3.3 Records System............................................................................................................................... 74
4. Training and Qualification ................................................................................................................ 75
4.1 Training Program and Qualifications ................................................................................................ 75
4.2 Security Training .............................................................................................................................. 81
4.3 Safety Training ................................................................................................................................. 83
Tables .............................................................................................................................................. 85
Table 1.1–Documentation System ................................................................................................... 85
Table 1.2–Basic Safety Training Applicability: All personnel ............................................................87
Table 1.3–Advanced Safety Training Applicability: Personnel in operational disciplines .................88
Table 1.4–Specific SMS TrainingApplicability: Personnel with duties in the SMS............................90
Section 2 — Load Control (LOD) ........................................................................................................... 91

1. Operational Procedures ................................................................................................................... 94
1.1 Process Management and Information Communication ..................................................................94
1.2 Load Planning .................................................................................................................................. 95
1.3 Aircraft Offloading/Loading Supervision........................................................................................... 98
1.4 Load Sheet Production................................................................................................................... 100
1.5 Post-Departure Messaging and Reports ........................................................................................102
2. Special Procedures ........................................................................................................................ 104
2.1 DCS System Set-up and Data Management..................................................................................104
2.2 Manual Calculation of Weight and Balance....................................................................................106
2.3 Notification to Captain (NOTOC).................................................................................................... 107
TOC iv GOSM Ed 8, April 2019
Table of Contents
2.4 Managing Discrepancies................................................................................................................ 108

3. Documentation............................................................................................................................... 108
3.1 Documentation Control .................................................................................................................. 108
4. Training .......................................................................................................................................... 111
4.1 Load Control Training Program ...................................................................................................... 111
Tables ............................................................................................................................................ 113
LOD Table 1–Load Control Functional Training .............................................................................113
LOD Table 2–Load Control Dangerous Goods Training ................................................................114
Section 3 — Passenger and Baggage Handling (PAB) ..............................................................115

1. Operational Procedures ................................................................................................................. 117
1.1 Check-in......................................................................................................................................... 117
1.2 Load Control Communication......................................................................................................... 123
2.1 Special Category Passengers........................................................................................................ 124
2.2 Carriage of Weapons ..................................................................................................................... 126
2.3 Weight Measurement ..................................................................................................................... 129
2.4 Dangerous Goods .......................................................................................................................... 129
2.5 Security .......................................................................................................................................... 131
3. Documentation............................................................................................................................... 134
3.1 General .......................................................................................................................................... 134
4. Training .......................................................................................................................................... 135
4.1 Passenger and Baggage Operations Training Program.................................................................135
Tables ............................................................................................................................................ 138
PAB Table 1–Airside Driver Training ............................................................................................. 138
PAB Table 2–Passenger and Baggage Functional Training ..........................................................139
PAB Table 3–Dangerous Goods Training .....................................................................................140
Section 4 — (Intentionally Open) ........................................................................................................ 141
Section 5 — Aircraft Handling and Loading (HDL) ......................................................................143

1.1 Aircraft Access ............................................................................................................................... 146
1.2 Ground Support Equipment (GSE)................................................................................................. 152
1.3 Boarding Bridge and Stairs Inspection ........................................................................................... 161
1.4 Passenger Boarding Bridge ........................................................................................................... 161
1.5 Aircraft Servicing ............................................................................................................................ 166
1.6 Unit Load Devices (ULDs).............................................................................................................. 169
1.7 Catering ......................................................................................................................................... 170
1.8 Aircraft Loading Offloading Operations ..........................................................................................174
1.9 Load Positioning............................................................................................................................. 181
1.10 Loading Equipment ........................................................................................................................ 181
GOSM Ed 8, April 2019 TOC v

1.11 In-Plane Loading ............................................................................................................................ 183

2.1 Dangerous Goods .......................................................................................................................... 185
2.2 Other Special Loading.................................................................................................................... 188
2.3 Security .......................................................................................................................................... 190
3. Documentation............................................................................................................................... 194
3.1 General Documentation ................................................................................................................. 194
4. Training .......................................................................................................................................... 196
4.1 Aircraft Handling and Loading Training Program ...........................................................................196
Tables ............................................................................................................................................ 200
HDL Table 1–Airside Driver Training.............................................................................................. 200
HDL Table 2–Aircraft Handling and Loading Functional Training...................................................201
HDL Table 3–Dangerous Goods Training ......................................................................................202
HDL Table 4–Passenger Boarding Bridge Training .......................................................................203
HDL Table 5–Aircraft Loading Supervision Training ......................................................................204
Section 6 — Aircraft Ground Movement (AGM) ............................................................................207

1.1 Aircraft Taxi-in Arrival..................................................................................................................... 210
1.2 Aircraft Marshalling ........................................................................................................................ 213
1.3 Aircraft Pushback and Towing........................................................................................................ 214
1.4 Conventional Tractor and Tow Bar................................................................................................. 224
1.5 Specific Requirements for Towing Operation.................................................................................226
2.1 Main Gear Tractor .......................................................................................................................... 229
2.2 Taxi-Out Departure ........................................................................................................................ 233
2.3 Engine Start Using Air Start Unit .................................................................................................... 233
3. Documentation............................................................................................................................... 234
3.1 Documentation and General Process ............................................................................................234
4. Training .......................................................................................................................................... 236
4.1 Aircraft Ground Movement Training Program ................................................................................236
Tables ............................................................................................................................................ 238
AGM Table 1–Airside Driver Training ............................................................................................ 238
AGM Table 2–Aircraft Ground Movement Functional Training ......................................................239
Section 7 — Cargo and Mail Handling (CGM) ................................................................................241

1. Operational Procedure ................................................................................................................... 244
1.1 Regulated Agents........................................................................................................................... 244
1.2 Cargo Acceptance.......................................................................................................................... 246
1.3 Shipment Verification ..................................................................................................................... 250
1.4 Cargo Bulk Loads Preparation ....................................................................................................... 252
1.5 Shipments Movement .................................................................................................................... 256
TOC vi GOSM Ed 8, April 2019
Table of Contents
1.6 Cargo and Mail Communication ..................................................................................................... 257

2.1 Special Cargo Dangerous Goods................................................................................................... 258
2.2 Other Special Cargo....................................................................................................................... 263
2.3 Scales Verification.......................................................................................................................... 266
2.4 Cargo Security ............................................................................................................................... 267
3. Documentation............................................................................................................................... 269
3.1 General .......................................................................................................................................... 269
4. Training .......................................................................................................................................... 271
4.1 Cargo and Mail Training Program .................................................................................................. 271
Table .............................................................................................................................................. 273
CGM Table 1–Dangerous Goods Training.....................................................................................273
Attachment “A”—Mandatory Observations ...................................................................................275
Attachment “B”—Interlinked Gosarps .............................................................................................291
Attachment “C”—ISAGO Standards Change Management Process ...................................301
GOSM Ed 8, April 2019 TOC vii

TOC viii GOSM Ed 8, April 2019
List of Effective Pages
Page Number Date
Title Page N/A N/A
Disclaimer N/A N/A
Change/Revision History N/A April 2019
Table of Contents TOC iii–TOC viii April 2019
List of Effective Pages LEP ix–LEP x April 2019
Record of Revisions ROR xi–ROR xii April 2019
Description of Changes DOC xiii–DOC xiv April 2019
Foreword FWD xv–FWD xvi April 2019
Introduction INTRO 1–INTRO 10 April 2019
ISAGO Standards and Recommended Practices GOSARP 11–GOSARP 12 April 2019
ISAGO Standards and Recommended Practices

Section 1
Organization and Management (ORM) ORM 13–ORM 90 April 2019
Section 2
Load Control (LOD) LOD 91–LOD 114 April 2019
Section 3
Passenger and Baggage Handling (PAB) PAB 115–PAB 140 April 2019
Section 4
(Intentionally Open)
Section 5
Aircraft Handling and Loading (HDL) HDL 143–HDL 206 April 2019
Section 6
Aircraft Ground Movement (AGM) AGM 207–AGM 240 April 2019
Section 7
Cargo and Mail Handling (CGM) CGM 241–CGM 274 April 2019
GOSM Ed 8, April 2019 LEP ix

Attachment “A”
Mandatory Observations A 275–A 290 April 2019
Attachment “B”
Interlinked GOSARPs B 291–B 300 April 2019
Attachment “C”
ISAGO Standards Change Management C 301–C 304 April 2019
Process
LEP x GOSM Ed 8, April 2019
Record of Revisions
Edition Number Revision Number Issue Date Effective Date
First Edition Revision 0 May 2008 May 2008
Second Edition Revision 0 January 2010 May 2010
Third Edition N/A October 2013 January 2014
Third Edition Temporary Revision (TR) 1 May 2014 May 2014
Fourth Edition N/A April 2015 July 2015
Fifth Edition N/A November 2015 March 2016
Sixth Edition N/A August 2017 September 2017
Seventh Edition N/A December 2017 February 2018
Eighth Edition N/A December 2018 April 2019
GOSM Ed 8, April 2019 ROR xi

ROR xii GOSM Ed 8, April 2019
ISAGO Standards Manual (GOSM)
Eighth Edition Description of Changes
Revisions Highlights
The following table describes changes contained in the Eighth Edition of the IATA Safety Audit for Ground
Operations (ISAGO) Standards Manual (GOSM, Ed. 8). All changes are described as they relate to the seventh
edition of GOSM.
GOSM Change Highlights

Area Changed Description of Change
The SMS strategy has been completed so all recommended practices have been
upgraded to standards.
A reordering of the Ground Operations Standards and Recommended Practices
(GOSARPs) within each section and subsection was completed to harmonize, to the
extent possible, the process and procedure concept. The result is that some GOSARPs
have been renumbered to maintain the logical sequence of the operational activities.
All GOSM provisions have been updated to reflect the 8th edition of the IATA Ground
Operations Manual (IGOM), the 39th edition of the Airport Handling Manual (AHM), and
other relevant documents as listed in Subsection 4 of the Introduction.
Auditors actions: simplified and harmonized with the Mandatory Observation.
The complete alignment between GOSM and IGOM allowed the introduction of the
General Recommended Basis for Acceptable Means of Conformity (AMC), this will facilitate the
documentation verification for those GSPs that will adopt the IGOM as basic manual for
their ground operations activities.
The ISAGO vs IOSA GRH alignment considerably improved.
The Safety Training moved to ORM and reorganized on a Matrix model on three different
levels (Basic, Advanced and Specific).
The CGM Section has been expanded and aligned with Smart Facility Standard Manual
and IATA Cargo Handling Manual.
The LOD Section has been restructured providing the offloading/loading supervision
requirement in a specific paragraph and the DCS Set-up and data management into the
sub-section 2 Special Procedures.
On PAB Section new standards have been included related to the remote check-in.
GOSM Ed 8, April 2019 DOC xiii

GOSM Change Highlights

Area Changed Description of Change
In accordance with the published Safety Management System (SMS) Implementation
Plan, the last eight Recommended Practices are upgraded to Standards, thus completing
the three-year SMS program. There will be a further restructuring to incorporate the SMS
framework components into a set of integrated management requirements and group
Section functions that are common across all management systems (e.g., policy setting,
1–Organization communication, management review).
and Management
(ORM) A new Safety Training structure is divided in three different levels: Basic (applicable to all
personnel), Advanced (applicable to all personnel in operational disciplines as per their
defined function), and Specific (applicable to the personnel with duties in the SMS). All
the Safety Training tables are available in the ORM section. The new structure also
simplifies the training syllabi.
Other Sections: The specific Operational Discipline Safety Training has been moved to the ORM section.
Attachment A
Mandatory
The MO has been updated and expanded to reflect the new GOSARPs alignment.
Observation
(MO)
Attachment B
The interlinked tables have been expanded to include new connections. A new table has
Interlinked
been added to have a cross-reference between ISAGO and IOSA-GRH.
GOSARPs
Attachment C
ISAGO
Standards
The flow charts in Figure 1 and 2 were updated.
Change
Management
Process
DOC xiv GOSM Ed 8, April 2019
Foreword
The IATA Safety Audit of Ground Operations (ISAGO) program is an internationally recognized and accepted
system for assessing the operational management and control systems of an organization that provides ground
handling services for airlines (the “provider”). ISAGO is based on industry-proven quality audit principles and
structured to ensure a standardized audit with consistent results.
The technical content of the ISAGO Standards and Recommended Practices (GOSARPs) contained in this
manual are under continual review and maintenance by a technical group that comprised of operational, safety,
security and quality experts from airlines and providers.
Over the long term, IATA will continually review and update the content of this ISAGO Standards Manual
(GOSM) to ensure it is up-to-date and meets the needs of the industry.
Your comments are welcome…

The readers and users of this GOSM are invited to provide their comments on any aspect of this
manual–content, format, style or other–to ensure it continues to meet their needs and expectations.
Send your comments to: isago@iata.org
GOSM Ed 8, April 2019 FWD xv

FWD xvi GOSM Ed 8, April 2019
Introduction
1. Purpose
The IATA Safety Audit for Ground Operations (ISAGO) Standards Manual (GOSM) is published to provide the
operational standards, recommended practices and associated guidance material necessary for the audit of a
ground service provider (hereinafter the “provider”).
The GOSM may also be used as a guide by any provider wanting to structure its management and operational
control systems to be in conformity with the latest industry operational practices.
2. Applicability
The ISAGO Standards and Recommended Practices (GOSARPs) contained in this GOSM are used as the
basis for an assessment (audit) of a provider conducted under the ISAGO program. The GOSM is the sole
source of assessment criteria used by ISAGO auditors when conducting an audit.
The GOSARPs contained in this manual were developed solely as the basis for an audit under the ISAGO
program. GOSARPs are not regulations.
3. Structure
The GOSM consists of seven sections as follows:
Section 1—Organization and Management (ORM)
Section 2—Load Control (LOD)
Section 3—Passenger and Baggage Handling (PAB)
Section 4—Intentionally Open
Section 5—Aircraft Handling and Loading (HDL)
Section 6—Aircraft Ground Movement (AGM)
Section 7—Cargo and Mail Handling (CGM)
Each section has an associated three-letter identifier (in parentheses above). The reference code for every
GOSARP within a section will include the specific identifier (e.g., LOD 1.1.1).
GOSM Ed 8, April 2019 INTRO 1

Section 1—Organization and Management (ORM) consists of following subsections:

1. Management and Control
2. Ground Operations Management
3. Documentation and Records
4. Training and Qualification
The operational sections (LOD, PAB, HDL, AGM, CGM) are divided as follows:
1. Operational Procedures
2. Special Procedures
3. Documentation
4. Training
a) Applicability Guidance
An Applicability box is found at the beginning of each section of this manual. Within the box is a general
description that provides guidance for the end user related to the GOSARPs contained in the section. Each
section also refers to applicable services of Standard Ground Handling Agreement (SGHA).
Most provisions are applicable to the three types of ISAGO audits. Where specific to one type of audit (e.g.,
Headquarters or Station), the provision is annotated as described in paragraph 8.
The applicability of individual GOSARPs is always determined by the auditor. To assist with the interpretation or
application of individual GOSARPs, some GOSARPs begin with a conditional phrase as described on sub-
paragraph e).
b) Systemic Applicability
When deciding as to the applicability of individual GOSARPs in the ORM section, it is important to take into
account operations relevant to the individual GOSARP that are conducted not only at the home station, but at all
stations and other locations throughout the provider’s entire station network (regardless of any ISAGO station
accreditation application).
c) Standards
ISAGO standards are specified systems, policies, programs, processes, procedures, plans, sets of measures,
facilities, components, types of equipment, or any other aspects of ground operations under the scope of ISAGO
that are considered an operational necessity, and with which a provider will be expected to be in conformity at
the conclusion of the audit.
Standards always contain the word “shall” (e.g., “The provider shall have a process…”) to denote a requirement.
INTRO 2 GOSM Ed 8, April 2019
Introduction
During an audit, a determination of nonconformity with requirements contained in an ISAGO standard results in
a finding, which in turn results in the generation of a Corrective Action Report (CAR) by the audit team.
To close a finding, a provider will be required to implement corrective actions that will be verified by the audit
team.
d) Recommended Practices
ISAGO recommended practices are specified systems, policies, programs, processes, procedures, plans,
sets of measures, facilities, components, types of equipment or any other aspects of ground operations under
the audit scope of ISAGO that are considered operationally desirable, but conformity is optional and any action
is at the provider’s discretion.
Recommended practices always contain the italicized word “should” (e.g., “The provider should have a
policy…”) to denote optional conformity.
During an audit, a determination of nonconformity with specifications contained in an ISAGO recommended

practice results in an observation. A CAR will only be generated if the provider decides to implement corrective
action.
While a provider is not obliged to act on an observation, should they choose to do so, it will require the
implementation of corrective actions exactly as is required to close a finding.
e) Conditional Provision
Certain GOSARPs are only applicable to a provider when that provider meets specific and clearly stated
operational condition(s). The specific condition(s) is(are) always stated at the beginning of the provision
following the phrase, “If the provider…”.
When assessing a provider against a conditional provision, the auditor will first determine if the provider meets
the stated operational condition(s).
If the provider:
• Meets the condition(s), that provision is applicable to the provider and must be assessed for conformity.
• Does not meet the condition(s), the provision is not applicable to the provider and the provision will be
recorded on the ISAGO checklist as “N/A”. If the entire section is not assessed due to the limited scope of
operation of the audited provider, the provision will be recorded on the ISAGO checklist as “N/A”.
Note: If a provision is incorrectly assessed as “Not Applicable”, the auditor must go back to the station and
reassess the related GOSARPs. For this reason, the determination of N/A needs the utmost attention from the
auditor.

f) Symbols
A (GM) in bold text immediately following a provision indicates the existence of associated guidance material for
that provision.
An (RSR) symbol text following a Recommended Basis for Acceptable Means of Conformity indicates a
GOSARP involving IGOM procedures that have been identified by the IGOM Technical Group as having a Red
Safety Risk Index Value in the Risk Assessment Table as per AHM 610 4.5.
Green text indicates Auditor Actions for Headquarters–a specific provision that the auditor applies to an audit
at the provider’s headquarters.
Blue text indicates Auditor Actions for Station–a specific provision that the auditor applies to an audit at the
provider’s station.
g) New Operational Audit Model
Headquarters audits include the verification of documented policies, processes and procedures. This
assessment is supported by the recording of the documentary references for all applicable audit checklists in
each operational discipline, covering all ground operations at stations throughout the organization.
The station audit is the verification of the implementation of processes and procedures, including the adoption of
local or customer-oriented requirements, which are managed or overseen at the corporate level.
Similarly, additional changes will continue to be gradually introduced for station audits to ensure that the primary
focus of station assessments remains within the focus of implementation (i.e., verifying alignment with
headquarters polices and requirements) and reducing the documentation assessments to the necessary
minimum.
4. Guidance Material (GM)

Guidance material is informational in nature and supplements, or clarifies, the meaning or intent of
specifications contained in a GOSARP. GOSARPs that are considered self-explanatory will not have guidance
material.
Guidance material is designed to ensure a common interpretation of specifications in GOSARPs and provides
additional detail that assists providers to understand what is required to achieve conformity. Where applicable,
guidance material also presents examples of alternative means of achieving conformity.
Guidance material is found immediately below the auditor actions for a GOSARP.
Introduction
The “Guidance” is structured as follows:

• IRM reference
• Recommended Basis for Acceptable Means of Conformity
• External reference
• IOSA cross-reference
• ISAGO link
• Additional Guidance text
Guidance material refers to the following manuals/publications:

• IATA Ground Operations Manual (IGOM)
• Airport Handling Manual (AHM)
• Dangerous Goods Regulations (DGR)
• Live Animal Regulations (LAR)
• Perishable Cargo Regulations (PCR)
• Temperature Control Regulations (TCR)
• Unit Load Device Regulations (ULDR)
• IATA Cargo Handling Manual (ICHM)
Guidance material also refers to the following ACI manuals/publications:

• Apron Safety Handbook
• Emergency Preparedness and Contingency Planning Handbook
• Safety Management Systems Handbook
5. Operational Audit
During an audit, a provider is assessed against the GOSARPs contained in this manual. To determine
conformity with any GOSARP, the ISAGO auditor will assess the degree to which specifications are
documented and implemented by the provider. In making such an assessment, the following information is
applicable.
a) Documented
Documented shall mean any GOSARP specifications that are published and accurately represented in a
controlled document. A controlled document is subject to processes that provide for positive control of content,
revision, publication, distribution, availability, and retention.
To account for the increased focus on the provider’s proper oversight and management of the stations,
headquarters audits under the new model include a documentation assessment of the operational processes
and procedures (documented), and a verification that they are disseminated to all stations.

b) Implemented
Implemented shall mean any GOSARP specifications that are established, activated, integrated, incorporated,
deployed, installed, maintained and/or made available, as part of the operational system, and are monitored and
evaluated, as necessary, for continued effectiveness.
The station audit will verify that the processes and procedures, as documented by and received from the
headquarters, are correctly implemented.
The requirement for specifications to be documented and implemented by a provider is inherent in the
GOSARPs, unless stated otherwise.
c) Outsourced Functions
Where a provider has outsourced operational functions specified in the ISAGO provisions to other service
providers, conformity with those provisions will be based on evidence demonstrating that the provider has
acceptable controls in place (i.e., documented and implemented) for monitoring such external service provider
to ensure fulfillment of all requirements affecting the safety and security of ground operations. Auditing is
recommended as an effective method for such monitoring.
6. Safety Management Systems (SMS)

A Safety Management System (SMS) is a framework of policies, processes, procedures and techniques for an
organization to monitor and continuously improve its safety performance by making informed decisions on the
management of operational safety risks.
Annex 19 to the Convention on International Civil Aviation (ICAO Annex 19, Safety Management) details the
global regulations for SMS that are applicable to air operators, air traffic service providers and airports, and
developed and implemented in accordance with the ICAO State Safety Program (SSP). The ICAO safety
management principle methods of operation are similar for all types of operators and service providers and are
based on a single prescribed framework of processes and procedures contained in four discrete components
that are further subdivided into a total of 12 elements.
No specific reference is currently made in the ICAO SSP and SMS regulations to ground service providers, but
ground handling personnel (when involved in an operational environment) are mentioned in the context of
reporting safety events or issues. Therefore, ground handlers play an important role in safety management at an
airport. Furthermore, the SMS applicable to aircraft operations encompasses ground operations where aircraft
safety is concerned.
At present, GOSARPs for SMS are included in Section 1 and are derived from ICAO Annex 19 and IOSA.
Introduction
7. ISAGO Documentation System

The GOSM is used in association with the following ISAGO-related documents:
• ISAGO Program Manual (GOPM)
• ISAGO Checklists and Mandatory Observations
• IATA Reference Manual for Audit Programs (IRM)
• Audit Software Auditor Manual
• Audit Software Auditee Manual
• Notices, GoGuides and Bulletins as applicable to providers, auditors and ISAGO agents (GOA)
Note: The possibility of misalignment with reference documentation can occur due to different publication dates.
In such cases, the most recently updated document shall be considered valid.
The GOSM uses, as reference, the documentation listed in the paragraph 4. Guidance Material.
8. Auditor Actions
The Auditor Actions (AAs) for all ISAGO disciplines are documented in the GOSM and in the ISAGO audit
software checklists.
AAs are action steps for each individual GOSARP; they provide:
• A record of the actions taken by auditors to assess documentation and implementation
• A basis for standardizing the assessment of implementation across the ISAGO program
• Transparency and traceability to the audit process
Accomplishing the AA steps ensures the collection of sufficient evidence to support a conclusion of either
conformity or nonconformity with an ISAGO GOSARP. AAs may be applicable to headquarters, combined, or
station audits. Their applicability depends on the provider’s structure, organization and management system,
and shall be identified by the auditor.
The AAs for all operational sections (LOD, PAB, HDL, AGM and CGM) are structured as follows:
Headquarters AA text in green

• Identified/Assessed
• Interviewed
Station AA text in blue

• Reviewed
• Interviewed
• Observed
Note: Both headquarters and station AAs shall be considered for the combined audit.

Note: The AAs are linked to the MO. If the GOSARP is linked with MO, the AA “Observed” is not recorded as it’s
replaced by the MO itself as per Attachment A. The AAs for ORM section are more comprehensive and require
various different actions to be taken to assess documentation and implementation of the GOSARP.
9. Recommended Basis for Acceptable Means of Conformity (AMC)

If a provider adopted the IGOM as part of their basic manual for documentation of the ground operations
processes and procedures, any GOSARP reporting the AMC references can be considered satisfied as
“Documented” by the acceptable means of conformity. IGOM procedures shall be integrated in provider’s
documentation control system. The verification to confirm that the “Documented” procedure is also
“Implemented” will remain a duty of the station audit. The IGOM implementation as the basic manual for the
provider’s ground operations documentation can be verified during the pre-audit phase.
10. Mandatory Observation (Attachment A)

The Mandatory Observation (MO) are produced to support the consistent assessment of GOSARP
implementation. The objective of a Mandatory Observation is to enable the ISAGO auditor to verify that a
process or procedure required in a GOSARP is implemented correctly and is in conformity with the
requirement(s) of the GOSARP. The record of the Mandatory Observation in the ISAGO Audit Report will be
used by an airline as confirmation that the process or procedure meets its requirements and has been properly
checked and verified.
The MOs are listed in the Attachment A for reference only. They are included in the audit software and shall be
performed by the auditor as applicable to the scope of provider’s operations. They are also published in word
format, which is intended to be used as an aide-mémoire during the on-site audit when the auditor has no
access to the audit software (apron, cargo warehouse etc.).
The operational activities within the MO are organized in a manner that follows the sequence of aircraft
turnaround, from check-in and aircraft arrival to load control and aircraft pushback. The GOSARPs verification
not included in the MO still have the “Observed” requirement in the AA.
The auditor is required to record in the audit software details of the operation observed such as:
• The number of customer airlines observed (partial or complete turnaround) and the name of each airline,
flight number; and
• The number of aircraft observed and, for each aircraft, the manufacturer, type, variant and configuration
(passenger/cargo/combi).
These details are used to demonstrate that an appropriate variety of processes and procedures, representative
of the GSP’s operations, have been sampled in the assessment.
Introduction
11. Interlink GOSARPs (Attachment B)

The interlinked GOSARPs are used for crosschecking and harmonizing assessments with common operational
elements as well as validating operational profile elements of the Station (STN) and Combined (CNT) Audit
Summary. The interlink GOSARPs are published as Attachment B and include also cross references to other
industry requirements, e.g. IOSA.
12. Standards Change Management Process (Attachment C)

The process for the management of all GOSARPs contained in the GOSM ensures the ISAGO program is
responsive to, and meets the needs of, IATA members airlines, providers, regulators, airports and the industry.
The Standards Change Management Process is managed by IATA to ensure proper changes to ISAGO
standards. The Standards Change Management Process is published as Attachment C.
13. English Language

English is the official language of the ISAGO program; documents comprising the ISAGO Documentation
System are written in International English in accordance with IATA policy.
The GOPM requires auditors to ensure the English language version of this GOSM is always used as the basis
for a final determination of conformity or nonconformity with GOSARPs during the conduct of an audit. Versions
of the GOSM that has been translated into another language are subject to misinterpretation; therefore, any
translated ISAGO document is to be considered as an unofficial reference.
Note: The official reference for International English, in accordance with IATA policy, is the online Merriam-
Webster Dictionary (http://www.merriam-webster.com).
14. Manual Revisions

Revisions to the GOSM are developed and issued in accordance with the ISAGO Standards Change
Management Process described in the GOSM Attachment C.
The ISAGO Standards Board consists of the:

• Director, Audit Programs
• Head, Ground Operations Audits
• GOC Chairperson
• Manager, Ground Operations Standards
• Manager, Ground Operations Audit Standards
The issue date and effective date are indicated in the record of revisions section of the GOSM.

The GOSM shall normally be revised annually in alignment with new editions of the IGOM, ICHM and AHM. In
accordance with IATA policy, a revision to the GOSM (other than a temporary revision) will always result in an
entirely new edition of the GOSM being published.
The time between the issuance of a new edition of the GOSM and the effective date of such new edition is
typically three months, unless the GOC recommends otherwise or a critical issue arises.
A temporary revision (TR) will be issued if a critical issue arises that affects the content of the GOSM. A TR is
effective upon issuance.
15. Usable Edition

The edition to be used for any audit is the edition that is effective on the first day of the on-site audit.
16. Conflicting Information

Manuals within the ISAGO Documentation System are not revised concurrently; thus, conflicting information
between the different manuals is possible. In the case of conflicting information in different ISAGO manuals, the
information contained in the manual with the most recent revision date is valid.
17. Definitions
Refer to the IATA Reference Manual for Audit Programs (IRM) for the definitions of technical terms and the
meaning of abbreviations and acronyms. IRM also includes definitions associated with terms specific to the
ISAGO program.
18. Manual Distribution

The ISAGO Standards Manual (GOSM) and its associated checklists are no longer available on IATA website
but can be purchased along with other IATA ground operations regulations and manuals. See the IATA
publications webpage for more details. The GOSM is available free of charge to Ground Service Providers that
are ISAGO Registered and to Airlines that subscribe to receive ISAGO Audit Reports.
Public ISAGO documentation will be made available on the ISAGO website at the following internet address:
http://www.iata.org/isago.
19. Authority
The ISAGO program operates under the authority of the IATA Operations Committee (OPC) with reference to
the Board of Governors (BoG) of IATA.
ISAGO Standards and Recommended Practices
SECTION 1—ORGANIZATION AND MANAGEMENT (ORM)
SECTION 2—LOAD CONTROL (LOD)
SECTION 3—PASSENGERS AND BAGGAGE HANDLING (PAB)
SECTION 4—(INTENTIONALLY OPEN)
SECTION 5—AIRCRAFT HANDLING AND LOADING (HDL)
SECTION 6—AIRCRAFT GROUND MOVEMENT (AGM)
SECTION 7—CARGO AND MAIL HANDLING (CGM)
GOSM Ed 8, April 2019 GOSARP 11

GOSARP 12 GOSM Ed 8, April 2019
Section 1 — Organization and Management (ORM)
Changes to GOSM Section 1 (ORM)

Area Changed Description of Changes
Applicability Some functions updated.
The AA content was revised to realign process and procedure functions and to
Auditor Actions (AA)
simplify the headquarters (HQ) and station (ST) AAs.
Guidance Material (GM) Some GM was revised and simplified.
Symbols [SMS] was removed.
ORM 1.1.3 Upgraded to a standard.
ORM 1.1.4 to 1.1.6 Improved wording and renumbered to remove ex ORM 1.1.4.
ORM 1.3.3 Improved wording.
ORM 1.3.4 Upgraded to a standard.
ORM 1.3.7 to 1.3.9 Renumbered.
ORM 1.3.11-1.3.12 Relocated and upgraded to a standard.
ORM 1.4.2 Relocated and upgraded to a standard.
ORM 1.4.3 to 1.4.5 Upgraded to a standard.
ORM 1.5.2-1.5.3 Improved wording.
ORM 1.6.1 to 1.6.5 Improved wording.
ORM 2.1.1 Modified wording.
ORM 2.2.1-2.2.2 Improved wording.
ORM 2.3.1 Improved wording.
ORM 2.4.1 Simplified wording.
ORM 2.7.1-2.7.2 Simplified wording
ORM 3.1.1-3.1.2 Simplified wording.
ORM 4.3.1 Added new training requirement.
ORM Tables Updated and added a new advanced safety training table.
GOSM Ed 8, April 2019 ORM 13

Applicability
This section consists of 70 ISAGO standards and recommended practices (GOSARPs) related to 3
corporate policies (including the management system), 10 programs, 34 processes and 23
procedures.
Section 1 addresses the organization and management of a ground services provider (hereinafter the
“provider”), and provides for the systems, policies, specifications, programs, procedures, and manuals
necessary to ensure management control of ground operations throughout the organization.
The Organization and Management (ORM) section is applicable to all headquarters (HQ), station (ST), and
combined (CTN) audits. However, some ORM GOSARPs may be applicable to only one type of audit (as
indicated in a “Note”) and the auditor actions (AAs) may also differ depending on the type of audit. For further
clarification on the applicability of the ORM GOSARPs and AAs, refer to the GOSM Introduction Section.
The term “throughout the organization” includes:
– For HQ audits, operations at all stations where the provider delivers services to customer airline(s)
regardless of their ISAGO registration status.
– For ST audits, operations throughout the station as applicable for the specific operational profile and
serviced offered to customer airline(s).
The GOSARPs associated with a system (e.g., quality management system–QMS, safety management
system–SMS) are not normally related to any specific ground operation or service, and as such their
implementation shall be assessed throughout the organization regardless of whether the ground operation or
service provided is within the scope of ISAGO or not.
Subsection 2.1 Ground Support Equipment (GSE) Maintenance and 2.2 GSE Technical Requirements shall
be assessed when the provider uses GSE at any station in an HQ audit and at the station in a ST audit.
Subsection 2.3 Unit Load Device (ULD) Airworthiness and Serviceability, 2.4 ULD Loading, 2.5 ULD Handling
and Storage and 2.6 Facilities and Equipment shall be assessed when the provider handles ULDs at any
station in a HQ audit, and at the station in a ST audit.
References to ORM services are reported in the Standard Ground Handling Agreement (SGHA) Section 1
Management Functions, Chapters 1.1 Representation, 1.2 Administrative Functions, 1.3 Supervision and Co-
ordination and 1.4 Station Management.
All GOSARPs apply unless determined otherwise by the ISAGO auditor while performing the audit.
Note: If a person has duties that involve more than one operational discipline (multifunctional activities), the
training requirements may be combined.
ORM 14 GOSM Ed 8, April 2019
Organization and Management (ORM)
1 Management and Control
1.1 Organization and Accountability
ORM 1.1.1 The provider shall have a management system that ensures:
(i) Key policies, systems, programs, processes, procedures and/or plans are determined
and implemented throughout the organization.
(ii) Lines of accountability for operational safety and security are defined throughout the
organization.
(iii) Resources necessary to conduct operations in accordance with the standards of the
provider, applicable laws and regulations, and the requirements of the customer airline(s)
are always guaranteed. (GM)
Auditor Actions
Identified/Assessed management system structure (to include accountability/responsibility, strategic

planning and change management, decision making, communication, documentations, performance
measurement, and continues improvement).
Crosschecked association and conformity of the management system throughout the organization to include
corporate and station alignment of management system processes
Assessed organigram
Identified nominated officials responsible for the provision and conduct of operations.
Sampled job descriptions of all nominated officials throughout the organization
Interviewed key personnel from the organigram responsible for quality, safety, security, documentation
system etc.
Examined records of management meetings.
Identified management system structure (to include accountability/responsibility, strategic planning and
change management, decision making, communication, documentations, performance measurement, and
continuous improvement).
Identified/Assessed local SOP
Interviewed manager(s) responsible for ground handling operations and respective process/procedure
Evaluated status of conformity of management system throughout the organization with other management
system GOSARPs (e.g. QMS, SMS, SeMS)
Sampled job descriptions of all nominated officials throughout the organization of the station
Sampled status of conformity of operations with applicable regulations and customer requirements.
Verified implementation in alignment with corporate requirement(s)

IATA Reference Manual (IRM) References
Provider
Accountability
Safety (Operational)
Security (Aviation)
Ground Operations
External References
AHM 610 Guidelines for a Safety Management System

Annex 19 and the ICAO SMM, Document 9859.
Additional Guidance
A management system is the framework of policies, processes and procedures used by an organization to
ensure that it can fulfill all the tasks required to achieve its objectives.
The management system ensures compliance with internal corporate standards and the applicable
regulations of all states where operations are conducted.
There is no universal model for the designation of management accountability. Some organizations, perhaps
based on regional or other business considerations, may have a management system whereby overall
accountability for operational safety and security is shared among multiple corporate management officials.
When a provider designates more than one senior corporate official to share operational accountability,
defined processes are in place to ensure operations are standardized and conducted within a functioning
system, and not among separate stand-alone organizations (i.e., “silo effect”). In these cases, an emphasis
should be placed on clearly defining the delineation of authority and the communication mechanisms in place
to ensure there is no confusion, contradiction or overlap of direction or decision-making by the many
designated senior corporate officials.
With the designation of accountability, there is also a clear identification of authority and financial control
within the management system for making policy decisions, providing adequate resources, resolving safety
and security issues, and ensuring necessary system components are in place and functioning properly.
Acceptable means of documenting accountability include, but are not limited to, organization charts
(organograms), job descriptions, corporate by-laws and any other descriptive written material that defines and
clearly indicates the lines of operational accountability from the corporate level(s) of management to the
station level. A management system is documented in controlled company media at both the corporate and
operational levels. Manuals or controlled electronic media are acceptable means of documenting the
management system.
Documentation provides a comprehensive description of the scope, structure and functionality of the
management system, and depicts lines of accountability throughout the organization, as well as authorities,
duties, responsibilities and the interrelation of functions and activities within the system.
Documentation also reflects a functional continuity within the management system, which ensures the entire
organization works as a system and not as a group of independent or fragmented units (silo effect).
ORM 1.1.2 The provider shall identify one senior management official as the Accountable Executive (AE)
who is accountable for the performance of the management system as specified in ORM 1.1.1
and:
(i) Irrespective of other functions, has ultimate responsibility and accountability on behalf of
the provider for the implementation and maintenance of the SMS throughout the
organization.
(ii) Has the authority to ensure the allocation of resources necessary to manage safety risks
to ground operations.
(iii) Has overall responsibility and is accountable for ensuring operations are conducted in
accordance with applicable regulations and standards of the provider. (GM)
Note: This standard is applicable to HQ and combined audits only.
Auditor Actions
Identified/Interviewed senior management official designated as the Accountable Executive (AE) for the
conduct of operations.
Examined AE job description includes assigned accountability and responsibilities and reporting lines
(especially between ‘safety system managers) in accordance with the standard.
Interviewed AE and/or designated senior management representatives(s).
Evaluated examples of individual's actions taken by AE that demonstrate the appropriate accountability and
responsibility. (Focus: examples of output from management meetings, policy decisions, provision of
resources, resolution of quality, safety and security risks).
IRM References
Accountability
Accountable Executive
Authority
Ground Operations
Responsibility
Safety Risk Management
Senior Management
External References

Annex 19 and the ICAO SMM, Document 9859
ACI SMS Handbook, Step A
IOSA Cross-reference
ORG 1.1.3

Additional Guidance
The requirement for an AE is an element of the Safety Policy and Objectives component of the SMS
framework.
The designation of an AE means the accountability for operational quality, safety and, frequently, the security
performance is placed at a level in the organization having the authority to take action to ensure the
management system is effective. Therefore, the AE is typically the chief executive officer (CEO), although,
depending on the type and structure of the organization, it could be a different senior official (e.g.,
chairperson/member of the board of directors, company owner).
The AE has the authority, which includes financial control, to make policy decisions, provide adequate
resources, resolve operational quality, safety and security issues, and, in general, ensure necessary system
components are in place and functioning properly.
The AE also is responsible for ensuring the organization is in compliance with requirements of applicable
authorities (i.e., regulations), as well as its own policies and procedures, which may exceed existing
regulations or address areas that are not regulated (e.g., ground handling operations).
To ensure that the provider continues to meet applicable requirements, the AE might designate a manager
with the responsibility for monitoring compliance. The role of such a manager would be to ensure that the
activities of the provider are monitored for compliance with the applicable regulatory requirements, as well as
any additional requirements as established by the provider, and that these activities are being carried out
properly under the supervision of the relevant head of the functional area.
ORM 1.1.3 The provider shall have an SMS that is implemented and integrated throughout the
organization to ensure management of the safety risks associated with ground operations.
(GM)
Auditor Actions
Identified/Assessed SMS structure (focus: implementation of safety risk management processes).

Interviewed manager responsible for the documentation process/procedure.
Identified SMS structure (focus: implementation of safety risk management processes).
Interviewed manager(s) responsible for SMS operations and respective process/procedure
Interviewed staff directly involved in SMS operations, performing respective job duties
Assessed status of conformity with all ORM SMS GOSARPs.
Verified SMS implemented and integrated in all operational areas.
IRM References
Safety Management System (SMS)

State Safety Program (SSP)
External References

Annex 19 and ICAO SMM, Document 9859
ACI SMS Handbook.
ORG 1.1.10
Additional Guidance
Where applicable, a SMS is designed and implemented in accordance with the State Safety Program (SSP).
The way the elements of a SMS are implemented typically reflects the size and complexity of the provider’s
organization.
In general, a SMS is designed and implemented to:
• Identify safety hazards in operations
• Ensure remedial action is implemented to control safety risks
• Provide for ongoing monitoring and assessment of safety performance
• Make continuous improvement to the level of safety in operations
ORM 1.1.4 The provider shall have a process to appoint a manager who is responsible for the
implementation, maintenance and day-to-day administration and operation of the SMS at the
corporate level and throughout the organization on behalf of the Accountable Executive. (GM)
Auditor Actions
Identified appointed safety manager for implementation, maintenance and day-to-day administration of the
SMS (Representation in the organization chart and reporting lines, especially between “Safety Manager” and
AE and other personnel within the organization).
Examined job description of SMS manager (focus: assigned SMS responsibilities).
Interviewed manager(s) responsible for SMS operations and respective process/procedure
Verified examples of communication between designated “safety” manager and the organization.
Verified the job description of the designated individual.
External References

ORG 1.1.12

Additional Guidance
The requirement for a manager who focuses on the administration and oversight of the SMS on behalf of the
AE is an element of the Safety Policy and Objectives component of the SMS framework (i.e., Corporate
Safety Manager).
Also, depending on the size, structure and scope of a provider’s organization, such individual may be
assigned functions in addition to those associated with the SMS manager position.
Regardless of title, the manager is the designated organizational focal point for the day-to-day development,
administration and maintenance of the SMS (i.e., functions as the SMS champion).
Whereas the designated manager has responsibility for day-to-day oversight of the SMS, overall
accountability for organizational safety rests with the AE. Likewise, the operational managers always retain
the responsibility (and thus are accountable) for ensuring safety in their respective areas of operations.
If more than one Safety Manager (or other defined job title) exists, there should be defined lines of authority
and communication such that there is no ambiguity or interference with performing the safety responsibilities
within the organization.
ORM 1.1.5 The provider shall have procedures to designate an individual with the authority and the
responsibility for:
(i) Implementation of a station management system.
(ii) Ensuring safety and security in station operations as fundamental operational priorities.
(iii) The day-to-day administration and operation of the SMS at the station level. (GM)
Auditor Actions
Identified/Assessed the organigram and connection between headquarters and stations.

Verified/Sampled several individuals (designated as personnel responsible for station management) and the
description of their duties and responsibilities.
Interviewed manager responsible for the documentation process/procedure
Identified the organigram and connection between headquarters and stations.
Interviewed manager(s) responsible for safety and security operations and respective process/procedure
Interviewed staff directly involved in safety and security operations, performing respective job duties
Examined station management system structure and organizational lines of accountability.
Examined job description of designated individual (focus: accountabilities/responsibilities are as specified in
the standard).
Examined examples of the individual(s) actions taken that demonstrate the appropriate accountability and
responsibility.
Verified examples of communication between designated responsible individual for SMS at the station level
and the station personnel.
Verified examples of communication between designated responsible individual for SMS at the station level
and the corporate SMS manager.
External References

Additional Guidance
Such individual is typically referred to as the Station Manager.

The provision of an individual who focuses on the day-to-day administration of the SMS reflects the usual
need for a manager who has a degree of authority when coordinating and addressing safety matters at the
station and in cooperation with the corporate office and provider’s SMS.
Station management positions critical to operational safety may require enhanced job descriptions or terms of
reference that reflect specialized requirements inherent in certain key positions and, where applicable,
compliance with regulatory requirements as well as internal policies and procedures.
For a provider that operates at one location, functions as described in ORM 1.1.5 i) and iii) and ORM 1.1.4
could be combined, and duties could be carried by a single individual.
ORM 1.1.6 The provider shall have procedures to define the safety responsibilities of management and
non-management personnel throughout the organization and specify the levels of
management with the authority to make decisions that affect the safety of ground operations.
(GM)
Auditor Actions
Identified/Assessed defined safety accountabilities/authorities/responsibilities for

management/nonmanagement personnel (focus: definitions apply to personnel throughout the organization).
Interviewed accountable executive and/or designated management representative(s).
Identified defined safety accountabilities/authorities/responsibilities for management/non-management
personnel (focus: definitions apply to personnel throughout the organization).
Interviewed manager(s) responsible for ground handling operations (focus: on interface with the SMS), and
respective process/procedure
Interviewed staff directly involved in ground handling operations (focus: on interface with the SMS),
performing respective job duties
Verified defined accountabilities/authorities/responsibilities in all operational areas (SMS organization chart
and identification of key personnel involved in SMS).
External References


ORG 1.3.1
Additional Guidance
An effective management system has lines of authority and responsibility that flow from corporate senior
management into all operational areas of the organization.
All employees throughout the organization, as an essential part of their job, have direct responsibilities for
safety. This includes non-management roles (e.g., check-in agent, load controller, cargo agent, baggage
handler/loader). As a minimum, organization charts or organograms are acceptable means for documenting
the structure of a management system.
Management positions critical to operational safety may require enhanced job descriptions or terms of
reference that reflect specialized requirements inherent in certain key positions. Such specialized
requirements would include any delegation of authority exercised by personnel on behalf of an authority (e.g.,
designated responsibilities within the airport emergency response plan (ERP) by the Airport Authority).
Job descriptions, terms of reference and operating manuals are examples of appropriate locations for
documenting management system responsibilities. Other key safety roles are those of station personnel with
direct management or supervisory responsibilities for ground operations.
Apart from documented details of the roles and responsibilities of named persons, there should be evidence
of their involvement in safety risk management and safety assurance activities, usually as an operational
expert.
1.2 Management Commitment
ORM 1.2.1 The provider shall have a corporate safety policy that:
(i) Reflects the organizational commitment regarding safety.
(ii) Includes a statement about the provision of the necessary resources for the
implementation of the safety policy.
(iii) Includes a culture with safety and security as fundamental operational priorities.
(iv) Encourages personnel to report hazards to ground operations using the safety reporting
procedures as specified in ORM 1.3.4.
(v) Indicates which types of operational behaviors are unacceptable and includes the
circumstances under which disciplinary action would not apply.
(vi) Is signed by the AE of the organization.
(vii) Is communicated, with visible endorsement, throughout the organization.
(viii) Is periodically reviewed to ensure it remains relevant and appropriate to the provider.
(ix) Promotes continuous improvement of the management system, as well as the levels of
operational safety and security. (GM)
Auditor Actions
Identified/Assessed corporate safety policy that is signed by the Accountable Executive of the organization
and periodically reviewed (focus: organizational commitment to safety/commitment to continual
improvement/provision of necessary resources and personnel urged to report operational hazards; definition
of disciplinary policy/potential disciplinary actions; data protection).
Interviewed Accountable Executive and/or designated management representative(s) responsible for the
safety and security policies documentation process/procedure.
Identified corporate safety policy that is signed by the Accountable Executive and periodically reviewed
(focus: organizational commitment to safety/commitment to continual improvement/provision of necessary
resources and personnel urged to report operational hazards; definition of disciplinary policy/potential
disciplinary actions; data protection).
Interviewed manager(s) responsible for ground handling and safety operations and respective
process/procedure
Interviewed staff directly involved in ground handling operations, performing respective job duties
Examined examples of corporate communication (focus: safety policy communicated throughout
organization.
Verified policy is published and made visible throughout the organization. Examples may include; published
on notice boards, company website, posters or safety videos.
Verified implementation of safety reporting in all operational areas.
Examined examples of safety reports throughout the organization.
External References

ACI SMS Handbook, Step A and B
ORG 1.2.1, 1.2.3, 3.1.3, 3.1.4 and 3.1.5
Additional Guidance
The organization is constantly monitoring all sources of improvement and is willing to make changes as
necessary to keep the management system of the organization refreshed and strongly focused on improving
the levels of operational safety and security.
The requirement for a provider to have a defined safety policy is an element of the Safety Policy and
Objectives component of the SMS framework.
The safety policy is typically reviewed periodically to ensure continued relevance to the organization. Such
policy might be documented in the operations manual or other controlled document and, to enhance
effectiveness, is communicated and made visible throughout the organization through dissemination of
communiqués, posters, banners and other forms of information in a form and language that can be easily
understood.

Safety reporting is a key aspect of SMS hazard identification and risk management. An effective system
provides for a review and analysis of each report to determine whether a real safety issue exists and, if so,
ensures development and implementation of appropriate action(s) by responsible management to correct the
situation.
To ensure continuing relevance, the corporate policy is normally reviewed for possible update at least every
two years.
The AE’s commitment to safety is fundamental and must be readily visible at all levels. To enhance
effectiveness in creating the desired culture, the policy is communicated and made visible throughout the
organization, including stations, by disseminating communiqués, posters, banners and other forms of
information in a form and language that can be easily understood.
ORM 1.2.2 The provider shall have a policy that addresses the use of psychoactive substances by
operational personnel, and ensures:
(i) The exercise of duties while under the influence of psychoactive substances is prohibited.
(ii) Consequences for such behavior are defined. (GM)
Auditor Actions
Identified/Assessed policy for the use of psychoactive substances.

Interviewed accountable executive or designated management representative(s) responsible for the
documentation process/procedure.
Identified policy for the use of psychoactive substances.
Interviewed manager(s) responsible for the policy for the use of psychoactive substances respective
process/procedure
Interviewed staff directly involved in policy for the use of psychoactive substances, performing respective job
duties
Verified policy is implemented in all operational areas.
External References
AHM 616 Human Factor Program Chap. 4.6 Substance Abuse Program
ICAO Manual on Prevention of Problematic Use of Substances in the Aviation Workplace Doc 9654-AN/945
IRM References
Biochemical Testing
Psychoactive Substance
Problematic Use of Substances
Additional Guidance
Providers subject to laws or regulations of the state that preclude the publication of a psychoactive substance
prohibition policy, as specified in this provision, may demonstrate an equivalent method of ensuring that
personnel engaging in any kind of problematic use of a psychoactive substance do not exercise their duties
and are removed from safety-critical functions.
Reinstatement to safety-critical duties could be possible after cessation of the problematic use of
psychoactive substances and upon determination that continued performance is unlikely to jeopardize safety.
Examples of other subjects that might be addressed in a comprehensive and proactive policy include:
• Education regarding the use of psychoactive substances
• Identification, treatment and rehabilitation of users of psychoactive substances
• Employment consequences of problematic use of psychoactive substances
• Biochemical testing
• Requirements of ICAO and the Authority
Note: Tobacco and caffeine are not considered psychoactive substances.
1.3 Safety and Quality
ORM 1.3.1 The provider shall have a corporate ERP that includes provisions for:
(i) The central management and coordination of all the provider’s activities should it be
involved in or, when necessary, respond to or react to an aircraft accident or other type of
adverse event that could result in fatalities, serious injuries, considerable damage and/or
a significant disruption to operations.
(ii) The appropriate coordination with, or compatibility with, the ERPs of other applicable
organizations relevant to the event. (GM)
Auditor Actions
Identified/Assessed policy for corporate emergency response plan (ERP) (focus: plan suitable for
organizational response to major accident/other adverse event).
Interviewed designated ERP manager and/or designated management representative.
Identified policy for corporate emergency response plan (ERP) (focus: plan suitable for organizational
response to major accident/other adverse event).
Verified implementation of ERP in all operational areas.
Identified/Assessed ERP transition processes (focus: plan includes transition from normal-emergency/and
emergency-normal operations; coordination with relevant external organizations).

External References
AHM 620 Guidelines for an Emergency Management System

ACI SMS Handbook, Step B
IRM References
Emergency Response Plan (ERP)
ORG 4.1.1 and ORG 4.1.4
Additional Guidance
An ERP is a paper indication of intent. An emergency (or crisis) response plan is based on an assessment of
risk appropriate to the size and type of operations and includes consideration of a major aircraft accident and
other potential aircraft and/or non-aircraft events that would require a full corporate emergency response.
An ERP typically defines:
• Coordination procedures for action by key personnel
• External entities that will interact with the organization during emergency situations
• ERPs of external entities that will require coordination
• Method(s) of establishing coordination with external ERPs
In some states, emergency or crisis response is assumed by a governmental authority rather than by the
provider. In such cases, an ERP focuses on and addresses interaction with and/or participation in the
governmental response to an emergency or crisis.
The provider’s ERP should describe in a suitable document who does what, when and how for all perceived
emergency situations.
The ERP should address the emergency procedures that maintain operational safety from the time that an
emergency is declared until normal operations are resumed. The ERP should also address security events.
The ERP should be made available and be known to all relevant personnel.
Regular drills and exercises are advisable. Some portions of the ERP, such as the call-out and
communications plan, can be tested by desktop exercises. Other aspects, such as on-site activities involving
other agencies, need to be exercised at regular intervals.
For certain service providers, the periodic testing of the adequacy of the plan and the conduct of a full-scale
emergency exercise in conjunction with the airport authority may be mandatory.
ORM 1.3.2 The provider shall have a hazard identification program that is implemented and integrated
throughout the organization to include:
(i) A combination of reactive and proactive methods for safety data collection.
(ii) Processes for safety data analyses that identify existing hazards and predict future
hazards to operations. (GM)
Auditor Actions
Identified/Assessed organizational safety hazard identification program (focus: program identifies hazards to
operations; describes/defines method(s) of safety data collection/analysis).
Interviewed SMS manager and/or designated management representative(s).
Examined records/documents that illustrate organizational integration (focus: coordinated involvement of all
operational areas in hazard identification process).
Examined selected examples of hazards identified through data collection/analysis.
Identified organizational safety hazard identification program (focus: program identifies hazards to
operations; describes/defines method(s) of safety data collection/analysis).
Interviewed manager(s) responsible for ground handling SMS operations and respective process/procedure
Examined Coordination activities to verify implementation of hazard identification program in all operational
areas.
External References

IRM References
Hazard
ORG 3.1.1
Additional Guidance
The methods used to identify hazards will typically depend on the resources and constraints of each particular
organization. Some organizations might deploy comprehensive, technology-intensive hazard identification
processes, while organizations with smaller, less complex operations might implement more modest hazard
identification processes.
Regardless of organizational size or complexity, to ensure all hazards are identified to the extent possible,
hazard identification processes are necessarily formalized, coordinated and consistently applied on an on-
going basis in all areas of the organization where there is a potential for hazards that could affect operations.

To be effective, reactive and proactive processes are used to acquire information and data, which are then
analyzed to identify existing or predict future (i.e., potential) hazards to operations.
Examples of processes that typically yield information or data for hazard identification include:
• Confidential or other reporting by personnel.
• Investigation of accidents, incidents, irregularities and other abnormal events.
• Observation of personnel during operations and training
• Quality assurance (QA) and/or safety assurance (SA).
• Safety information gathering or exchange (external sources).
Processes are designed to identify hazards that might be associated with organizational business changes,
the introduction of significant outsourcing of operational functions, etc.
There are several techniques and tools available to identify hazards from safety data and safety information
derived from safety reporting systems, safety reports, external sources, etc.
ORM 1.3.3 The provider shall have a process for a non-punitive operational safety reporting system that
is implemented throughout the organization in a manner that:
(i) Encourages personnel to report any incident or hazard to ground operations, identify
safety hazards, expose safety deficiencies or raise safety concerns.
(ii) Complies with applicable mandatory reporting regulations and requirements.
(iii) Includes analysis and management action, as necessary, to address safety issues
identified through the reporting system.
(iv) Specifies the measures to protect safety data from being used for any purpose other than
the improvement of safety and SMS. (GM)
Auditor Actions
Identified/Assessed corporate safety reporting policy and procedures (focus: personnel urged to report
operational hazards; definition of disciplinary policy/potential disciplinary actions; data protection).
Identified corporate safety reporting policy and procedures (focus: personnel urged to report operational
hazards; definition of disciplinary policy/potential disciplinary actions; data protection).
Verified implementation of safety reporting in all operational areas.
Examined examples of safety reports throughout the organization.
External References
AHM 650 Ramp Incident Reporting

AHM 615 Quality Management System
ORG 3.1.3
Additional Guidance
Frontline personnel (e.g., ground crew, gate and check-in staff, warehouse staff and ground support
equipment (GSE) operators) are exposed to hazards and face challenging situations as part of their everyday
activities. An operational reporting system provides such personnel with a means to report these hazards or
any other safety concerns, so they may be brought to the attention of relevant managers.
Such systems are considered “non-punitive” because they afford a level of protection (excluding willful
misconduct) to reporters. While the nature and extent of the providers’ non-punitive polices may vary, the
intent is to promote an effective reporting culture and proactive identification of potential safety deficiencies to
support continuous improvement.
Policies that distinguish willful acts of misconduct from inadvertent errors, providing for an appropriate punitive
or non-punitive response, are essential to assure the effective reporting of systemic safety deficiencies. A
culture that fails to distinguish unintentional errors/mistakes from acts of willful misconduct will inhibit the
reporting process. If personnel avoid reporting for fear of punishment, management will not gain important
safety information.
Any risks identified, and corrections/changes made as a result of the operational safety reporting, review and
analysis must be disseminated to relevant staff throughout the organization.
While the provider may not be required by regulation to report directly to the Authority, the provider will need
to know the mandatory reporting of the Authority within the scope of their activities. The provider may not
report these to the authorities but will be required to report these to the customer airline(s) who then must fulfil
their regulatory obligation and report to the Authority. The provider needs to know and support the customer
airline(s)/regulatory requirements.
ORM 1.3.4 The provider shall have a safety risk assessment and mitigation program that includes
processes implemented and integrated throughout the organization to ensure:
(i) Hazards are analyzed to determine corresponding safety risks to ground operations.
(ii) Safety risks are assessed to determine the requirement for risk mitigation action(s).
(iii) When required, risk mitigation actions are developed and implemented in operations.
(GM)
Auditor Actions
Identified/Assessed organizational safety risk assessment/mitigation program (focus: hazards analyzed to

identify/define risk; risk assessed to determine appropriate action; action implemented/monitored to mitigate
risk).
Identified/Assessed process for risk assessment/mitigation (focus: all operational disciplines participate in
process).
Identified organizational safety risk assessment/mitigation program (focus: hazards analyzed to
identify/define risk; risk assessed to determine appropriate action; action implemented/monitored to mitigate
risk).


Examined records/documents that illustrate organizational integration (focus: coordinated involvement of all
operational disciplines in risk assessment/mitigation program).
Examined selected examples of risk assessment/risk mitigation action(s).
Coordinated to verify implementation of safety risk assessment/mitigation in all operational areas.
External References

ACI SMS Handbook, Step B.
IRM References
Safety Risk.
ORG 3.1.2
Additional Guidance
To be completely effective, a risk assessment and mitigation program would typically be implemented in a
manner that:
• Is active in all areas of the organization where there is a potential for hazards that could affect operations.
• Has some form of central coordination to ensure all existing or potential hazards that have been identified
are subjected to risk assessment and, if applicable, mitigation.
The safety risks associated with an identified existing or potential hazard are assessed in the context of the
potentially damaging consequences related to the hazard. Safety risks are generally expressed in two
components:
• Likelihood of an occurrence
• Severity of the consequence of an occurrence
A risk register is often employed to document risk assessment information and monitor risk mitigation (control)
actions.
In addition to the verification of the safety risk assessment and mitigation processes and procedures, records
of the assessments, meeting reports and decisions taken should be examined.
ORM 1.3.5 The provider shall have a process:
(i) To conduct and/or participate in an investigation of an incident/accident where its

services were involved, including reporting of events in accordance with requirements of
the customer airline(s), the Airport Authority, and/or state, as applicable;
(ii) For identifying and investigating irregularities and other nonroutine operational
occurrences that might be precursors to an accident or incident. (GM)
Auditor Actions
Identified/Assessed accident investigation procedures (focus: formal procedures developed for the triggers
to commence an investigation, processes for gathering evidence and conducting the analysis, processes for
developing recommendations, and for distributing the report–process includes compliance with applicable
requirements).
Examined selected reports on accidents and incidents (focus: correct involvement; investigation identifies
operational safety hazards, produces recommendations to prevent recurrence/mitigate risk).
Identified accident investigation procedures (focus: formal procedures developed for the triggers to
commence an investigation, processes for gathering evidence and conducting the analysis, processes for
developing recommendations, and for distributing the report–process includes compliance with applicable
requirements).
Interviewed manager(s) responsible for ground handling operations
Examined selected reports on accidents and incidents.
External References
AHM 652 Recommendations for Airside Safety Investigation

ICAO Annex 19 and ICAO SMM document 9859
ACI SMS Handbook, Step B
ORG 3.3.10 and 3.3.11
Additional Guidance
An effective investigation process typically includes:

• Qualified personnel to conduct and/or participate in investigations (commensurate with the size of the
operation).
• Procedures for the conduct of, and/or participation in, investigations.
• A process for reporting investigative results.
• A system for implementing any corrective or preventive action.
• An interface with relevant external investigative authorities (when applicable).
• A process for the dissemination of information derived from investigations.

The aim is to ensure awareness among operational personnel by having information derived from
investigations disseminated to relevant areas throughout the organization, including all stations.
Minor events, irregularities and occurrences occur often during normal operations, many times without
noticeable consequences. Identifying and investigating certain irregular operational occurrences can reveal
system weaknesses or deficiencies that, if left unchecked, could eventually lead to an accident or serious
incident. These types of events are referred to as accident precursors.
A process to monitor operations on a regular basis permits the identification and capture of information
associated with internal activities and events that could be considered precursors. Such events are then
investigated to identify undesirable trends and determine contributory factors.
The monitoring process is typically not limited to occurrences, but also includes a regular review of
operational threats and errors that have manifested during normal operations.
ORM 1.3.6 The provider should have a process to ensure aircraft ground damages are reported, if not
prohibited by the customer airline(s), to IATA for inclusion in the Ground Damage Database
(GDDB). Such reports should be submitted in accordance with the formal IATA ground
damage reporting structure. (GM)
Auditor Actions
Identified/Assessed process for reporting aircraft ground damage to IATA GDDB.

Identified process for reporting aircraft ground damage to IATA GDDB.
Examined a sample of reports for completeness.
Crosschecked aircraft ground damages events notification to IATA
External References
AHM 650 Ramp Incident/Accident Reporting

ACI SMS Handbook, Step B SMS Element B.3
IRM References
IATA Ground Damage Database (GDDB)
Additional Guidance
The IATA GDDB has been established as a quality source of defensible data that will support a performance-
based approach to the management of ground operations. Data submitted to IATA for the GDDB is
assembled and integrated in a manner that permits, through statistical analysis, the identification of trends
and contributing factors associated with aircraft ground damages.
Participants who submit data for the GDDB benefit from having access to the analytical results. Additionally,
such results are used by IATA and the various working groups and task forces associated with the ISAGO
program as the basis for the development of damage prevention strategies and success measurement
metrics.
The assurance of data quality and overall database integrity requires that data is submitted by participants in
a uniform and consistent manner. Therefore, the GDDB includes strict reporting protocols, as well as
associated definitions and assumptions. GDDB, together with ISAGO and IGOM/AHM, is part of the IATA
Integrated Solution for Ground Operations. Reporting guidelines and other information can be found online at
the IATA Global Safety Information Center (GSIC) (www.iata.org).
ORM 1.3.7 The provider shall have a quality assurance program, including a detailed audit planning
process and sufficient resources that provide for the auditing and evaluation of the
management system and ground operations at all stations to ensure the provider is:
(i) Complying with applicable regulations and requirements, including those of the customer
airline(s).
(ii) Satisfying stated operational needs.
(iii) Identifying undesirable conditions and areas requiring improvement.
(iv) Monitoring effectiveness of safety risk controls. (GM)
Auditor Actions
Identified/Assessed quality assurance program (focus: role/purpose within organization; definition of audit
program scope/objectives; description of program elements/procedures for ongoing auditing of management
system/operational areas).
Interviewed quality manager and/or designated management representative(s)
Interviewed selected operational managers (focus: interface with quality assurance program)
Examined selected audit reports (focus: audit scope/process/organizational interface
Verified implementation of quality assurance audit program in all operational areas
External References
IRM References
Quality Assurance, Quality Audit
ORG 3.4.1

Additional Guidance
In some organizations, the QA program may have a different name (e.g., internal audit program, internal
evaluation program).
The QA program is applied throughout the organization.
To ensure auditors gather sufficient evidence to produce realistic assessments during an audit, the program
typically includes guidance that defines the various sampling techniques that are expected to be used by
auditors in the evidence collection phase of the audit.
ORM 1.3.8 The provider shall have a process for addressing findings that result from audits conducted
under the quality assurance program and station quality control program, as specified in ORM
1.3.9 and ORM 1.3.10, which ensures:
(i) Determination of root cause(s).
(ii) Development of corrective action, as appropriate, to address findings.
(iii) Implementation of corrective action in appropriate operational area(s).
(iv) Monitoring and evaluation of corrective action to determine effectiveness.
Auditor Actions
Identified/Assessed process for addressing quality assurance program and station quality control program
findings.
Interviewed quality manager and/or designated management representative.
Identified process for addressing quality assurance program and station quality control program findings.
(focus: interface with quality assurance program).
Examined selected audit reports from the quality assurance program and station quality control program
(focus on identification of root cause, development and implementation of corrective action, follow-up to
ensure effectiveness).
Verified implementation of audit findings process in all operational areas.
ORG 3.4.3
ORM 1.3.9 The provider shall have a station quality control program that provides for scheduled and
unscheduled inspections and/or evaluations of ground operations at the station to ensure
compliance with the:
(i) Standards of the provider
(ii) Quality assurance program as specified in ORM 1.3.8
(iii) Applicable regulations
(iv) Requirements of the customer airline(s) (GM)
Note: This standard is applicable to ST audits only.
Auditor Actions

Identified/Assessed station quality control program (focus: role/purpose within organization; definition of
audit program scope/objectives; description of program elements/procedures for ongoing auditing of
management system/operational areas).
Interviewed quality manager and/or designated management representative(s).
Examined selected audit reports (focus: audit scope/process/organizational interface.
Verified implementation of quality assurance audit program in all operational areas.
External References
Additional Guidance
For a provider that operates at one location, the functions described in ORM 1.3.9 could be identical to those
described in ORM 1.3.8.
ORM 1.3.10 The provider shall ensure the quality assurance program utilizes auditors who:
(i) Have been trained and are qualified
(ii) Are impartial and functionally independent from the operational areas to be audited (GM)

Auditor Actions
Identified/Assessed quality assurance auditor administration program (focus: definition of

selection/qualification criteria for quality assurance program auditors.
Interviewed quality assurance program manager.
Examined selected individual auditor records (focus: application of selection/qualification criteria).
Crosschecked selected audit reports (focus: appropriately qualified auditors independent from the activity
audited.
Identified/Interviewed selected quality assurance auditors (focus: verification of individual qualifications).
External References
ORG 3.4.12
Additional Guidance
A QA program is typically independent in a manner that permits the scheduling and conduct of audits, as
deemed appropriate for the size and scope of operations. In small organizations, to ensure objectivity, it may
be appropriate for the auditing function to be outsourced to external auditors.
To be effective, auditors receive an appropriate level of formal training in accordance with the criteria
specified by the provider’s quality documentation. Such training normally includes knowledge, skills and work
experience needed to effectively assess areas of the management system and operations that will be audited.
A code of conduct may be used to enhance the impartiality and independence of auditors. An effective auditor
code of ethics would require auditing as well.
ORM 1.3.11 The provider shall have a safety assurance program, including a detailed audit planning
process and sufficient resources that provide for the auditing and evaluation of the
effectiveness of the management system and ground operations at all stations to ensure the
provider is:
(i) Complying with applicable safety regulations and requirements, including those of the
customer airline(s).
(ii) Identifying hazards to operations.
(iii) Monitoring effectiveness of safety risk controls.
(iv) Verifying safety performance by using safety performance indicators and safety
performance targets. (GM)
Auditor Actions
Identified/Assessed safety assurance program (focus: role/purpose within organization/SMS; definition of

audit program scope/objectives; description of program elements/procedures for ongoing auditing of
management system/operational areas).
Examined selected safety audit reports (focus: audit scope/process/organizational interface).
Identified safety assurance program (focus: role/purpose within organization/SMS; definition of audit
program scope/objectives; description of program elements/procedures for ongoing auditing of management
system/operational areas).
Interviewed manager(s) responsible for ground handling operations (focus: interface with quality assurance
program) and respective process/procedure
Coordinated to verify implementation of safety assurance audit program in all operational areas.
External References:
ACI SMS Handbook, Step C.
IRM References

Safety Audit
External References
Additional Guidance
Due to the commonalities between quality assurance (QA) and safety assurance (SA), or more broadly QMS
and SMS, there is the possibility to integrate the activities; this creates efficiency and leverages common
resources. This integration is scalable to the size and complexity of the organization, and can be
advantageous for small, noncomplex organizations. For example, by using the same auditing techniques, a
provider may add the scope of quality auditing within the scope of safety auditing and conduct the audit of a
line station as one event. Similarly, integration can occur with a combined Safety and Quality Policy, as with
many other areas of the QMS and SMS. There are also similarities with Workplace or Occupational Health
and Safety in which integration may occur.
The SA program is applied throughout the organization and includes auditing.
To ensure auditors gather sufficient evidence to produce realistic assessments during an audit, the program
typically includes guidance that defines the various sampling techniques that are expected to be used by
auditors in the evidence collection phase of the audit.
In addition to auditing, the evaluation of effectiveness may be performed in other ways, such as through
safety inspections, safety surveys and other tools. A similar approach to auditing is taken in terms of planning,
determining findings, reporting, follow-up and close-out activities.

ORM 1.3.12 The provider shall have procedures for disseminating information from:
(i) The safety risk assessment and mitigation program.
(ii) The safety assurance program to management and non-management operational

personnel, as appropriate, to ensure an organizational awareness of compliance with
applicable regulatory and other safety requirements. (GM)
Auditor Actions
Identified/Assessed means used for dissemination of safety assurance program information.

Interviewed safety assurance program manager.
Identified means used for dissemination of safety assurance program information.
Interviewed staff directly involved in ground handling operations.
Examined examples of information disseminated to management/non-management personnel.
Coordinated to verify dissemination of safety assurance information in all operational areas.
External References
AHM 610 Guideline for Safety Management System

ACI SMS Handbook, Step D.
ORG 3.3.2
Additional Guidance
Effective safety assurance (SA) and safety risk assessment and mitigation programs include a process for
disseminating information to maintain an ongoing awareness of compliance issues that might impact
operational safety or security. For example, such information might include an up-to-date status of operational
safety performance against stated safety performance measures. The process ensures a method of
dissemination commensurate with the size of the organization. Acceptable means include a magazine,
newsletter or bulletin issued periodically. Electronic media in various forms are also effective in the timely
dissemination of information.
The outputs of the safety risk management and SA functions may be of a specialist nature, sensitive or for a
specific purpose.
Note: SMS training and education is part of ORM Subsection 4 Training and Qualification.
1.4 Management Review
ORM 1.4.1 The provider shall have a process to review the management system at intervals not
exceeding one year to ensure the continuing suitability, adequacy and effectiveness of the
management and control of ground operations. A review shall include assessing opportunities
for improvement and the need for changes to the system, including, but not limited to,
organizational structure, reporting lines, authorities, responsibilities, policies, processes,
procedures and the allocation of resources. (GM)
Auditor Actions
Identified/Assessed corporate management review process (focus: process identifies organizational

opportunities for changes/improvement to management system).
Examined records of management reviews and review meetings.
Examined selected examples of output from management review process (focus: changes implemented to
improve organizational performance).
Identified corporate management review process (focus: process identifies organizational opportunities for
changes/improvement to management system).
(focus: input to management review).
Interviewed staff directly involved in ground handling operations, performing respective job duties (focus:
input to management review).
Examined records of management reviews and review meetings.
External References
AHM 615 Quality Management Review
ORG 1.5.1
Additional Guidance
Management review is a necessary element of a well-managed company and provides a process through
which organizational control and continuous improvement can be delivered. To be effective, a formal
management review takes place on a regular basis, but typically not less than a minimum of once per year.
An appropriate method to satisfy this requirement is a periodic formal meeting of senior executives. The
agenda of the meeting includes a general assessment of the management system to ensure all defined
elements are functioning effectively. The review also includes an assessment of operational performance to
ensure the management system is producing the desired operational safety, security and quality outcomes.
Senior management ensures deficiencies identified during the management review are addressed through
the implementation of organizational changes that will result in improvements to the performance of the
system.

To ensure the scope of a management review is systemic, the process would normally include input from
stations.
Management review is a formal process, which means documentation in the form of meeting schedules;
agendas and minutes are produced and retained. Additionally, the output of the management review process
would include decisions and action plans for changes to be implemented to improve the effectiveness of the
management system and management of risks, where deemed appropriate.
ORM 1.4.2 The provider shall have a process for management consideration of and decision-making to
ensure significant issues arising from:
(i) The safety risk assessment and mitigation program.
(ii) The safety assurance program is subject to management review in accordance with ORM
1.4.5 and ORM 1.4.1, as applicable. (GM)
Auditor Actions
Identified/Assessed process for management review of safety assurance program recommendations (focus:
continual improvement of Provider's processes and procedures).
Interviewed accountable manager and/or designated management representative(s).
Interviewed safety manager and/or designated management representative(s).
Identified process for management review of safety assurance program recommendations (focus: continual
improvement of Provider's processes and procedures).
Interviewed selected operational managers.
Examined records/documents of management review of safety assurance program recommendations.
External References
AHM 610 Guideline for Safety Management System
ORG 3.4.4 and ORG 3.3.3
Additional Guidance
Management review of significant SA issues and decision-making processes on risk management and hazard
identification issues supports the continuous improvement of Such review permits senior management to
consider significant issues of nonconformance in areas of the organization that impact operational safety and
security, and to:
• Continually monitor and assess operational safety and security outcomes.
• Ensure appropriate corrective or preventive actions that address the relevant conformance issues have
been implemented and are being monitored for effectiveness.
• Ensure continuous improvement of operational safety performance.
ORM 1.4.3 The provider shall have a process for setting performance objectives and measures as a
means to monitor the operational safety performance of the organization and to validate the
effectiveness of safety risk controls. (GM)
Auditor Actions
Identified/Assessed processes for setting performance measures (focus: program defines/requires

development/application of performance measures; measures used to track/monitor operational safety
performance/validate safety risk controls).
Examined selected performance measures currently being tracked (focus: performance measures are
set/tracked in all operational disciplines).
Examined records/documents that identify tracking of performance measures (focus: tracking used to
assess/monitor operational safety performance, assess/validate risk control effectiveness).
Identified processes for setting performance measures (focus: program defines/requires
development/application of performance measures; measures used to track/monitor operational safety
performance/validate safety risk controls).
Verified implementation of performance measures in all operational areas.
Identified/Assessed procedures for internal reviews of SMS performance.
Interviewed selected operational managers (focus: interface with safety assurance program).
External References
IGOM 6.6 Monitoring Procedures

ACI SMS Handbook, Step C.
IRM References
Performance Measures
ORG 3.2.1
Additional Guidance
The use of performance measures is an effective method to determine if desired safety outcomes are being
achieved; it also focuses attention on the performance of the organization in managing operational risks and
maintaining compliance with relevant regulatory, legislative, airport and customer airline(s) requirements,
where applicable.

In addressing operational performance, meaningful measures typically focus on lower level (i.e., lower
consequence) occurrences or conditions that are considered by the provider to be precursors to serious
events. Performance measures may be specific to a certain area of operations or may be broad and apply to
the entire system. Ideally, performance measures are designed to be challenging, which, in turn, enhances
the effectiveness of the risk management system.
Past events indicate the risk the organization was exposed to at the time of the event (i.e., its proximity to the
accident and its severity). This perceived degree of risk influences the speed and magnitude of the
organization’s response. It is a reliable indicator of exposure to operational hazards and past safety
performance.
An isolated event is not enough to obtain an accurate picture of exposure to the future risk posed by an
identified hazard; a proactive approach is also needed.
ORM 1.4.4 The provider shall have a process to identify changes within, or external to, the organization
that have the potential to affect the level of safety risk of ground operations and to identify and
manage the safety risks that may arise from such changes. (GM)
Auditor Actions
Identified/Assessed organizational change management process (focus: process identifies/assesses

internal/external changes to determine operational safety risk).
Examined selected records/documents that show processing of internal/external changes (focus:
assessment of changes to determine safety risk; actions taken to implement/revise new/existing risk controls).
Identified organizational change management process (focus: process identifies/assesses internal/external
changes to determine operational safety risk).
Coordinated to verify implementation of change management process in all operational areas.
External References

ACI SMS Handbook, Step C
IRM References
Change Management
ORG 3.2.2
Additional Guidance
Change may affect the appropriateness or effectiveness of existing safety risk mitigation strategies. In
addition, new hazards and related safety risks may be inadvertently introduced into an operation whenever
change occurs.
A change management process is designed to ensure risk management is applied to any internal or external
changes that have the potential to affect established operational processes, procedures, products and
services.
Internal changes typically include organizational expansion, contraction or consolidation, new initiatives,
business decisions, as well as the introduction of new or the modification of existing systems, equipment,
programs, products or services.
External changes could include new regulatory requirements or changes to the operating environment (e.g.,
new security regulations, amendments to the dangerous goods regulations).
Change management should also address changes in organizational structure, personnel and cultural issues.
Where frequent systemic or environmental changes occur, managers should update key risk assessments
and related information more frequently than in more stable situations.
ORM 1.4.5 The provider shall have processes to review and ensure continuous improvement of the SMS
throughout the organization, including:
(i) Identification of the cause(s) of substandard performance of the SMS.
(ii) Determination of the implications of substandard performance of the SMS in operations.
(iii) Elimination or mitigation of such cause(s) of substandard performance. (GM)
Auditor Actions
Identified/Assessed SMS review process (focus: process identifies organizational opportunities for
changes/improvement to SMS).
Identified SMS review process (focus: process identifies organizational opportunities for
changes/improvement to SMS).
Interviewed selected operational managers (focus: inputs and outputs to/from SMS review).
Examined selected examples of output from SMS review process (focus: changes implemented to improve
organizational safety performance).
External References

Annex 19 ICAO SMM, Document 9859
ACI SMS Handbook, Step D

IRM References
Safety Assurance
Safety Action Group (SAG)
Safety Review Board (SRB)
Substandard Performance
ORG 1.5.2
Additional Guidance
Continuous improvement would normally be overseen by a strategic committee of senior management

officials who are familiar with the workings and objectives of the SMS. Such committee is typically referred to
as a Safety Review Board (SRB), which is a very high-level, strategic committee chaired by the AE and
composed of senior managers, including senior line managers responsible for functional areas in operations.
To ensure frontline input as part of the SMS review process, a provider would form multiple units of specially
selected operational personnel (e.g., managers, supervisors, frontline personnel) who function to oversee
safety in areas where operations are conducted. Such units are typically referred to as Safety Action Groups
(SAGs), which are tactical committees that function to address implementation issues in frontline operations
to satisfy the strategic directives of the SRB.
ORM 1.4.6 The provider shall have a process to ensure significant issues arising from the quality
assurance and station quality control programs are subject to management review in
accordance with ORM 1.4.1. (GM)
Auditor Actions
Identified/Assessed process for management review of quality assurance program recommendations

(focus: continual improvement of Provider's processes and procedures).
Interviewed quality manager and/or designated management representative(s).
Identified process for management review of quality assurance program recommendations (focus: continual
improvement of Provider's processes and procedures).
External References
ORG 1.5.2
Additional Guidance
Management review permits senior management to consider significant issues of noncompliance in areas of
the organization that impact operational safety and security, and to:
• Continually monitor and assess operational safety and security outcomes.
• Ensure appropriate corrective or preventive actions that address the relevant compliance issues have
been implemented and are being monitored for effectiveness.
• Ensure continuous improvement of operational safety performance.
1.5 Communication
ORM 1.5.1 The provider shall have a communication system that:
(i) Enables and ensures an exchange of information that is relevant to the conduct of ground
operations.
(ii) Ensures changes that affect operational responsibilities or performance are

communicated as soon as feasible to applicable management and frontline personnel.
(iii) Ensures safety information is communicated throughout the organization to maintain an

awareness of the SMS and current operational safety issues. (GM)
Auditor Actions
Identified/Assessed corporate communication system (focus: organizational capability for communicating

information relevant to operations to all personnel).
Identified/Assessed safety information communication system (focus: organizational capability for
communicating safety information to personnel; information stresses SMS awareness/operational safety
issues).
Interviewed accountable executive and/or designated management representative(s) for the
process/procedure
Observed examples of exchange information communication.
Identified corporate communication system (focus: organizational capability for communicating information
relevant to operations to all personnel).
Interviewed manager(s) responsible for communication of safety information and respective
process/procedure
Verified implementation of communication system in all operational areas.
Verified communication of safety information in all operational areas.
Examined examples of information communication.

External References
Annex 19 ICAO SMM, Document 9859.
ORG 1.4.2
Additional Guidance
An effective communication system ensures an exchange of relevant operational information among senior
managers, operational managers and frontline personnel. The general intent of safety communication is to
foster a positive safety culture in which all employees receive ongoing information on safety issues, safety
metrics, specific hazards existing in the workplace, and initiatives to address known safety issues. Such
communication typically conveys safety-critical information, and explains why particular safety actions are
taken and why safety procedures are introduced or changed.
To be totally effective, the communication system also includes customer airline(s) as well as external
organizations that work alongside the provider or conduct outsourced operational functions for the provider.
Methods of communication will vary according to the size and scope of the organization. However, to be
effective, all methods shall be simple and as easy to use as possible to facilitate the reporting of operational
deficiencies, hazards or concerns by operational personnel.
Specific means of communication between management and operational ground handling personnel may
include:
• Email, Internet/Intranet
• Safety or operational reporting system
• Quality info, training news, letters, memos, bulletins
• Periodical publications (e.g., newsletters, magazines)
Where applicable, an effective system would ensure any nonverbal communication of operationally critical
information or data requires an acknowledgement of receipt (e.g., changes to regulatory requirements,
procedural changes from customer airlines).
ORM 1.5.2 The provider shall have procedures for disseminating information from the quality assurance
(QA) program and station quality control program, as specified in ORM 1.3.8 and ORM 1.3.9,
to management and non-management operational personnel, as appropriate, to ensure an
organizational awareness of compliance with applicable regulatory and other requirements.
(GM)
Auditor Actions
Identified/Assessed means used for dissemination of quality assurance program information.

Interviewed quality manager and/or designated management representative.
Identified means used for dissemination of quality assurance program information.
Interviewed manager(s) responsible for ground handling operations (focus: interface with quality assurance
program) and respective process/procedure
Interviewed staff directly involved in ground handling operations (focus: awareness of quality assurance
program issues), performing respective job duties
Examined examples of information disseminated to management/non-management personnel
Verified dissemination of quality assurance information in all operational areas.
ORG 3.4.2
Additional Guidance
An effective QA program includes a process for disseminating information to maintain an ongoing awareness
of compliance issues that might impact operational safety or security. For example, such information might
include an up-to-date status of operational performance against stated performance measures. The process
ensures a method of dissemination commensurate with the size of the organization. Acceptable means of
conformance include a magazine, newsletter or bulletin issued periodically. Electronic media in various forms
are also effective in the timely dissemination of information.
1.6 Outsourcing Quality Control Program
ORM 1.6.1 The provider shall have a process to execute a contract or agreement for any outsourced
ground operations and/or associated functions with an external provider. Such contract or
agreement shall detail measurable specifications that can be monitored by the provider to
ensure requirements that affect operational safety and/or security are being fulfilled by the
external provider.
Monitoring shall include the applicable ISAGO requirements to be satisfied by the
subcontracted ground operations and/or associated functions. (GM)
Auditor Actions
Identified/Assessed processes for contract/agreement production/execution with external service providers

that conduct outsourced operations functions.
Examined selected outsourcing contracts/agreements (focus: inclusion of measurable specifications
applicable to service providers).
Interviewed manager responsible for the ground handling operations documentation process/procedure.
Identified processes for contract/agreement production/execution with external service providers that
conduct outsourced operations functions.
Identified/Assessed local SOP.
Interviewed manager(s) responsible for ground handling operations and respective process/procedure.
Interviewed staff directly involved in ground handling operations, performing respective job duties.
Verified implementation of service provider contract/agreement processes in applicable operational areas.
Verified implementation in alignment with corporate requirement(s).

External References
IRM References
Outsourcing
Ground Handling Agreement
Service Level Agreement
ORG 3.5.1
Additional Guidance
A provider always retains responsibility for services that have been voluntarily transferred to an external
service provider. Any nonconformity evidenced at the outsourced facility will be raised to the provider.
Training and maintenance of GSE are considered functions associated with operational safety.
A contract or agreement is necessary to ensure the outsourced services and/or functions are formally
documented. Inclusion of measurable specifications, usually in the form of a service level agreement (SLA),
would provide the basis for a monitoring process.
ORM 1.6.2 The provider shall have a process, applicable to the outsourced ground operations and/or
associated functions, to monitor the external provider to ensure requirements that affect
operational safety and security are being fulfilled by the external provider. (GM)
Auditor Actions
Identified/Assessed processes for monitoring external service providers that conduct outsourced operations
functions.
Interviewed responsible manager(s).
Examined selected records/reports resulting from monitoring of service providers (focus: monitoring process
ensures provider is fulfilling applicable safety/security requirements).
Identified processes for monitoring external service providers that conduct outsourced operations functions.
Verified implementation of service provider monitoring in applicable operational areas.
ORG 3.5.1
Additional Guidance
The specifications of this provision are applicable to any outsourced services or functions that affect
operational safety and/or security.
A provider has a responsibility to monitor outsourced services or functions to ensure they are conducted in a
manner that meets its own operational safety and security requirements, as well as those of the customer
airline(s).
The provider shall include the monitoring process as part of their QA program and/or station QC program. The
basis for monitoring is dependent on the contract/agreement and measurable specifications and could include
auditing. The purpose of monitoring an external service provider is to ensure requirements that affect
operational safety and security are being fulfilled by the external provider.
ORM 1.6.3 The provider shall have a process, applicable to outsourced ground operations and/or
associated functions, to ensure the external provider has access to the operational
documentation relevant to the outsourced ground operations and functions conducted. (GM)
Auditor Actions
Identified/Assessed outsourced services

Identified/Assessed process to ensure each applicable external provider is supplied with operational
manuals.
Interviewed manager responsible for the documentation distribution process/procedure and/or oversight
Exanimated quality assurance plan and records of oversight activities
Identified outsourced services within each applicable operational discipline
Identified process to ensure each applicable external provider is supplied with operational manuals for the
relevant outsourced operational service
Interviewed manager(s) responsible for the documentation handling and respective process/procedure
and/or oversight
Verified a selected number of forwarding of proprietary and customer airlines(s) operational documentation to
external ground service provider(s).
Exanimated quality assurance/control plan and records of oversight activities
External References
IRM References
Outsourcing
Additional Guidance
The provision of applicable manuals from a customer airline(s) to an external provider may require the
permission of the airline, which might need to be requested by the provider.

ORM 1.6.4 The provider shall have a process to ensure, applicable to outsourced ground operations
and/or associated functions, that the external provider have a training program in accordance
with requirements of the provider’s training program. (GM)
Auditor Actions
Identified/Assessed outsourced services

Identified/Assessed process to ensure the external provider has a suitable training program
Interviewed manager responsible for training and/or oversight
Exanimated quality assurance plan and records of oversight activities
Identified outsourced services within each applicable operational discipline
Identified process to ensure the external provider's operational personnel are trained, qualified and
competent to carry out their duties
Interviewed manager(s) responsible for training and/or oversight
Examined quality assurance/control plan and records of oversight activities (to include training records of
external provider)
External References
IRM References
Outsourcing
ORM 1.6.5 The provider shall have a process, applicable to outsourcing of the handling of dangerous
goods at the station, to ensure the personnel employed by the external provider to conduct the
dangerous goods handling are trained, qualified and competent to carry out their duties.
Auditor Actions
Identified/Assessed process to ensure conformity of external provider's dangerous goods training program.
Identified/Interviewed responsible manager(s).
Examined selected records/reports resulting from monitoring of external service provider's training program
(focus: monitoring process ensuring provider is fulfilling applicable dangerous goods training program).
Identified process to ensure conformity of external provider's dangerous goods training program.
1.7 Security Program
ORM 1.7.1 The provider shall have procedures in accordance with the requirements of customer airline(s)
and the civil aviation security program of states where operations are conducted, that in the
case of security-related incidents:
(i) Customer airline(s) and relevant authorities are notified.
(ii) The provider liaises on behalf of the customer airline(s), when so authorized by such
customer airline(s). (GM)
Auditor Actions
Identified/Assessed procedures for notification of security incidents and/or authorized liaison with relevant
authorities.
Identified/Interviewed responsible manager(s).
Examined selected security incident records and reports.
Identified procedures for notification of security incidents and/or authorized liaison with relevant authorities.
Verified awareness of security incident reporting procedures in all operational areas.
Additional Guidance
Security-related incidents include, but are not limited to:

• Threats
• Unlawful interference
An aviation security incident occurs when there is actual or threatened unlawful interference with aviation.
This includes acts associated with an aircraft or airport that involve taking control, damaging, destroying or
putting safety, or safe operation, at risk.
Accurate reporting of incidents will help to improve operating procedures and protect airline staff; and to
identify areas for further research and/or improvements. It can be said that anyone who works in the aviation
industry has a general responsibility to report aviation security incidents.

2. Ground Operation Management
2.1 Ground Service Equipment Maintenance
ORM 2.1.1 The provider shall ensure that GSE are maintained, in accordance with instructions and/or
guidance from the GSE manufacturer and/or with adequate corporate GSE fleet management
policies, in serviceable and good condition prior to being used in ground operations. (GM)
Auditor Actions
Identified/Assessed program for maintenance and serviceability of GSE.

Identified/Interviewed management personnel responsible for development of the program for maintenance
and serviceability of GSE.
Identified program for maintenance and serviceability of GSE.
Reviewed program for maintenance and serviceability of GSE as identified during the corporate audit.
Examined selected maintenance records and reports to reflect a program in conformity with instructions
and/or guidance from the GSE manufacturer.
Examined selected maintenance records and reports to reflect operational condition (tagging and removal
from operations).
Verified maintenance records and reports are retained for a period as specified by the Provider, applicable
regulations and/or the customer airline(s).
External References
AHM 910 Basic Requirements for Aircraft Ground Support Equipment
IRM References
Ground Support Equipment (GSE)
Additional Guidance
Maintenance programs would typically be designed to be in accordance with:

• Equipment manufacturer’s recommendations
• Adequate corporate GSE fleet management policies equivalent to the manufacturer’s recommendations
• AHM Chapter 9
• Any combination of the above, depending on the GSE fleet specifics, such as, but not limited to: age of
equipment, availability of maintenance documentation, frequency of use, whether the equipment is under
warranty or not, maintenance experience/track-record, etc.
Maintenance must be performed by suitably trained and qualified personnel.
Note: If the GSE maintenance is outsourced, the GSE standards and recommended practice are still
applicable and shall be assessed.
2.2 GSE Technical Requirements
ORM 2.2.1 If the provider acquires self-propelled GSEs manufactured after 1st July 2018 that interfaces
with the aircraft, the provider should:
(i) Accept, if offered as an option, the installation of proximity sensing and warning devices
to reduce the risk of impact with the aircraft
(ii) Perform/update a risk assessment, update operational procedures and provide training.
(GM)
Auditor Actions
Identified/Assessed program/policy/system for GSE adoption proximity sensing and warning devices for
new GSE and retrofit for existing ones.
Interviewed manager(s) responsible for the GSEs
Examined an agreement with GSE manufacture
Examined a change management record
Identified program for GSE adoption of proximity sensing and warning devices for new GSE
Interviewed manager(s) responsible for GSE operations
Interviewed staff directly involved in GSE operations, performing respective job duties
Verified GSE implementation program (focus: check new GSEs are equipped with proximity sensing and
warning devices)
Examined a record of risk assessment
Examined a training record of personnel operating this GSE
Examined selected GSE inspection records and reports.

External References

AHM 913 Basic Safety Requirements for Aircraft Ground Support Equipment
AHM 920 Functional Specification for Self-Propelled Telescopic Passengers Stairs
AHM 925 Functional Specification for a Self-Propelled Conveyor-Belt Loader
AHM 925A Functional Specification for a Self-Propelled Ground-Based In-Plane Loading System for Bulk
Cargo
AHM 926 Functional Specification for an Upper Deck Catering Vehicle
AHM 927 Functional Specification for a Main Deck Catering Vehicle
AHM 931 Functional Specification for a Lower Deck Container/Pallet Loader
AHM 932 Functional Specification for a Main Deck Container/Pallet Loader
AHM 934 Functional Specification for a Narrow Body Lower Deck Single Platform Loader
AHM 936 Functional Specification for a Container Loader Transporter.
Additional Guidance
Self-propelled aircraft GSE typically include self-propelled belt loaders and in-plane loading systems, main
deck cargo loaders, lower deck container/pallet loaders and container pallet transport loader/transporters,
self-propelled passenger stairs, catering trucks, passenger aid units/vehicles for passengers with reduced
mobility (PRM).
All GSE manufactured after 1 July 2018 shall comply with the aircraft damage prevention requirements of
AHM Chapter 9 to reduce the risk of aircraft damage.
It shall be understood that certain providers may encounter legislative or company policy restrictions that
prevent the introduction of new equipment by this date (e.g., additional time needed for contract delivery and
GSE manufacturing, risk assessment, production of operating procedures, training, etc.).
The provider shall endeavor to attain proper GSE fleet harmonization to ensure common operational
procedures and reduce risks in operations.
If the provider operates self-propelled GSEs equipped with and without proximity sensing and warning
devices, operational procedures will need to be developed and the personnel shall be trained accordingly.
Duel/parallel operations of “old” and “new” GSE shall be accounted for and appropriate risk assessment
completed to ensure clear identification of GSE is available to the customer airline(s) to minimize risks of
incorrect application of procedures and damage to aircraft.
ORM 2.2.2 If the provider utilizes the self-propelled GSEs that interface directly with aircraft, the provider
should ensure such GSEs are retrofitted with proximity sensing and warning devices that
provide the capacity to sense the proximity of an aircraft and provide a visual and audible
indication to the operator of the GSE’s position, to reduce the risk of impact with the aircraft.
The self-propelled GSEs that interface directly with aircraft should be retrofitted if
economically feasible and if a retrofit kit is available. (GM)
Auditor Actions
Identified/Assessed program/policy/system for GSE retrofitting

Interviewed manager(s) responsible for the GSEs
Examined an agreement with GSE manufacture
Examined a feasibility study
Identified program for GSE retrofitting
Interviewed manager(s) responsible for GSE operations
Interviewed staff directly involved in GSE operations, performing respective job duties
Verified GSE implementation program (focus: check GSEs are equipped with proximity sensing and warning
devices)
Examined a record of risk assessment
Examined a training record of personnel operating this GSE
Examined selected GSE inspection records and reports.
External References

AHM 913 Basic Safety Requirements for Aircraft Ground Support Equipment
AHM 920 Functional Specification for Self-Propelled Telescopic Passengers Stairs
AHM 925 Functional Specification for a Self-Propelled Conveyor-Belt Loader
AHM 925A Functional Specification for a Self-Propelled Ground-Based In-Plane Loading System for Bulk
Cargo
AHM 926 Functional Specification for an Upper Deck Catering Vehicle
AHM 927 Functional Specification for a Main Deck Catering Vehicle
AHM 931 Functional Specification for a Lower Deck Container/Pallet Loader
AHM 932 Functional Specification for a Main Deck Container/Pallet Loader
AHM 934 Functional Specification for a Narrow Body Lower Deck Single Platform Loader
AHM 936 Functional Specification for a Container Loader Transporter.
Additional Guidance
The provider should be able to present the study for the retrofit evaluation of the GSE that proves that the
retrofit is not economically or technically feasible for the organization and/or station operations. The provider
should be able to proof that retrofit kit is not available by the manufacture (e.g. correspondence, tender
requirements, contract etc. ).

2.3 Unit Load Device Airworthiness and Serviceability
ORM 2.3.1 The provider shall have procedures to ensure unit load devices (ULDs) are inspected to
identify damage and to determine airworthiness and serviceability:
(i) When received or accepted
(ii) Prior to being released for loading into an aircraft
(iii) The ULD Operational Damage Limits Notice (ODLN) is attached to the ULD. (GM)
Auditor Actions
Identified/Assessed procedures for inspection of ULDs.

Identified/Interviewed management personnel responsible for development of procedures for inspection of
ULDs.
Identified procedures for inspection of ULDs.
Identified/Assessed local SOP.
Interviewed manager(s) responsible for ULDs operations and respective process/procedure.
Interviewed staff directly involved in ULDs operations, performing respective job duties.
Reviewed procedures for ULD inspection as identified during the corporate audit.
Examined selected inspection records and reports.
Interviewed personnel employed in airside operations regarding awareness of ULD inspection procedures.
Verified implementation in alignment with corporate requirement(s).
External References
ULDR 9.2.4 Procedures and Practices
IRM References
Component Maintenance Manual (CMM)

Unit Load Device (ULD)
Additional Guidance
Differences in damage limitations can occur between ULDs of the same manufacturer as well as ULDs of
different manufacturers. The maximum allowable damage for each specific ULD is typically stated in the
applicable Component Maintenance Manual CMM issued by the manufacturer.
The ULD Operational Damage Limits Notice ODLN attached to the ULD ensures easy access to the
appropriate damage limit information and facilitates inspection in the field.
Some airlines impose limits that are more stringent than those contained in the CMM.
The procedures shall includes actions to be taken when the ULD is not provided with ODLN.
2.4 ULD Loading
ORM 2.4.1 The provider shall have procedures to ensure that ULDs, whether received or loaded by the
provider, are in compliance with applicable requirements pertaining to ULD loading and load
securing. (GM)
Auditor Actions
Identified/Assessed procedures for ULD loading and load securing.

Identified/Interviewed management personnel responsible for development of procedures for ULD loading
and load securing.
Interviewed manager responsible for ULDs process/procedure
Identified procedures for ULD loading and load securing.
Interviewed manager(s) responsible for ULDs operations and respective process/procedure
Interviewed staff directly involved in ULDs operations, performing respective job duties
Reviewed procedures for ULD loading and load securing as identified during the corporate audit.
Observed ULD loading and securing procedures.
External References
ULDR Standard Specification 50/6

ULDR 2.3.1 General
Additional Guidance
Safety requirements address the loading of containers and pallets, including nets and straps.
ULDs can be divided into two groups:
• Containers
• Pallets (with or without nets)
Only ULDs that comply with the requirements of the Weight and Balance Manual (W&BM) shall be loaded
onto an aircraft.

ORM 2.4.2 The provider shall have procedures in accordance with requirements of the customer airline(s)
to ensure ULDs are identified by exterior tags that display information relevant to the ULD and
its contents prior to being released for loading into the aircraft. (GM)
Auditor Actions
Identified/Assessed procedures for ULD tagging.

Interviewed manager responsible for development of procedures for ULD tagging documentation
process/procedure
Identified procedures for ULD tagging.
Interviewed manager(s) responsible of ULD tagging and respective process/procedure
Interviewed staff directly involved in ULD tagging operations, performing respective job duties
Identified/Interviewed management personnel responsible
Reviewed procedures for ULD tagging
Observed ULD tagging procedures and conformity of content information.
External References
AHM 420 Tagging of Unit Load Device
Additional Guidance
Such tags typically indicate the origin and destination of the ULD, weight of the ULD and its contents, type of
contents (e.g., cargo, baggage, dangerous goods) and location in the aircraft.
2.5 ULD Handling and Storage
ORM 2.5.1 The provider shall have procedures to ensure ULDs are handled and stored in a manner that
minimizes or eliminates the possibility of damage or loss. (GM)
Auditor Actions
Identified/Assessed procedures for ULD handling and storage.

Identified procedures for ULD handling and storage.
Interviewed manager(s) responsible for ULDs handling and storage operations and respective
process/procedure
Interviewed staff directly involved in ULDs handling and storage operations, performing respective job duties
Observed ULD handling and storage.
External References

AHM 421 Storage of Unit Load Devices
Additional Guidance
Procedures typically specify proper ULD handling equipment, adequate facilities and space (as available by
location), and methods of ULD storage that ensures:
• Identification
• Inventory is tracked
• Accessibility is maintained
• Separation by customer airline
ORM 2.5.2 The provider shall have procedures in accordance with the requirements of the customer
airline(s) to ensure ULDs that have been identified as being damaged or not airworthy are
tagged and stored in a designated location that prevents usage for the transport of cargo, mail
or baggage. (GM)
Auditor Actions
Identified/Assessed procedures for damaged or not airworthy ULD.

Identified procedures for damaged or not airworthy ULD.
Interviewed manager(s) responsible for development of procedures for storage and tagging of damaged or
not airworthy ULDs and respective process/procedure
Interviewed staff directly involved in procedures for storage and tagging of damaged or not airworthy ULDs,
performing respective job duties
Reviewed procedures for storage and tagging of damaged or not airworthy ULDs as identified during the
corporate audit.
Observed storage and tagging of damaged or not airworthy ULDs.
External References

AHM 421 Storage of Unit Load Devices

2.6 Facilities and Equipment
ORM 2.6.1 The provider shall ensure the availability of adequate and sufficient infrastructure for proper
storing, transporting, moving, transferring, build-up and breakdown of ULDs. (GM)
Note: This standard is applicable to ST and combined audits only.
Auditor Actions

Observed spaces for ULD storage and build up and break down are adequate to the size of operations
conducted at the station.
Interviewed personnel responsible for ULD storage, build up and transportation.
External References
AHM 911 Ground Support Equipment Requirements for Compatibility with Aircraft Unit Load Devices. ULDR
Section 9 Handling.
2.7 Station Airside Supervision and Safety
ORM 2.7.1 The provider shall have a process to ensure that on all stations the turnaround activities are
oversight by supervisory personnel. (GM)
Auditor Actions
Identified/Assessed supervisory process.

Examined job description of responsible individual(s) (focus: supervisory responsibilities are as specified in
the standard).
Identified supervisory process.
External Reference
IGOM 6.1.1 Operational requirements

AHM 460 Guidelines for Turnaround Plan
Additional Guidance
A Turn-around coordinator typically provide the supervision of the aircraft load and the services during the
turn-around. The requirement to ensure all station operational activities are conducted under the direct
oversight of supervisory personnel is to ensure the turnaround activities are also in conformance with local
regulations and SOPs. Coordination and oversight of aircraft turnaround activities are essential to achieve a
safe, secure and efficient operation through adherence to local regulations and SOPs.
ORM 2.7.2 The provider shall have a process to ensure station personnel who provide oversight of
operational activities, as specified in ORM 2.7.1, complete applicable training and are qualified
to supervise the ground operations. (GM)
Auditor Actions
Identified/Assessed supervisory training processes.

Interviewed manager responsible for the training documentation, process/procedure
Identified supervisory training processes.
Interviewed manager(s) responsible for training supervision and respective process/procedure
Interviewed staff directly involved in training, performing respective job duties
Examined training records and reports of responsible individual(s) (focus: conformity with training plan).
External Reference
AHM 1100 Ground Operations Training Program
Additional Guidance
Individuals assigned to oversee ground handling operations must have oversight on airside operations,
ground safety and flight schedule. An assigned individual will oversee the aircraft turnaround during
ramp/apron activities ensuring the aircraft is handled and serviced according to IGOM or the Operator’s
specific requirements, these duties may be combined with another function/role.
The turnaround coordination role may be fulfilled by one person or may be split between two or more persons
provided the handover point(s) is(are) clearly defined, documented and communicated to all persons involved
in the aircraft turnaround activity.
The role may also include:
• Oversight of third-party service providers
• Control and support of personnel to ensure they can carry out their duties safely and effectively
• Implementation of emergency procedures, as required
• Management of disruption to the turnaround

2.8 Airside Fire Safety
ORM 2.8.1 The provider shall have procedures for fire protection and prevention in ground operations
conducted in station airside areas, which address:
(i) Identification and elimination of conditions that could lead to a fire
(ii) Availability, access and use of firefighting equipment
(iii) Emergency procedures, including alerting personnel on board the aircraft
(iv) Procedures for controlling and reporting fires (GM)
Auditor Actions
Identified/Assessed procedures for airside fire safety

Identified/Interviewed management personnel responsible for development of airside fire safety procedures,
(focus: checking procedures for alerting personnel onboard the aircraft and reporting fires)
Identified procedures for airside fire safety
Interviewed manager(s) responsible for of airside fire safety procedures.
Interviewed staff directly involved in airside fire safety operations, performing respective job duties
Examined availability and access to firefighting equipment.
External References
IGOM 6.5 Airside Safety Investigation Procedure

AHM 462 Safe Operating Practices in Aircraft Handling
ACI Apron Safety Handbook, Section 3.
2.9 Airside Cleanliness
ORM 2.9.1 The provider shall have procedures to address the spillage of fluids and other materials in
station airside areas of operations. (GM)
Auditor Actions
Identified/Assessed procedures for airside cleanliness

Identified/Interviewed management personnel responsible for development of procedures for airside
cleanliness.
Identified procedures for airside cleanliness
Interviewed manager(s) responsible for development of procedures for airside cleanliness and respective
process/procedure
Interviewed staff directly involved in airside cleanliness operations, performing respective job duties
Examined incident reports of fluid spillage
External References

ACI Apron Safety Handbook, Section 3
Additional Guidance
Procedures would typically focus on the avoidance of and response to fluid spillage in station airside
operations, including containment, reporting and cleanup, in accordance with the requirements of relevant
authorities.
Other procedures might address spillage of:
• Toilet waste
• Water (particularly in freezing conditions) and ice cubes
• Oil and hydraulic fluid
• Hazardous materials and other chemicals

ORM 2.9.2 The provider shall have a foreign object damage (FOD) prevention program for
implementation in station airside areas. (GM)
Auditor Actions
Identified/Assessed FOD prevention program

Identified/Interviewed management personnel responsible for developing and implementation of an effective
FOD prevention program documentation process/procedure
Identified FOD prevention program
Interviewed manager(s) responsible for the implementation of effective FOD prevention program operations
and respective process/procedure
Interviewed staff directly involved in FOD prevention program operations, performing respective job duties
Reviewed FOD prevention program as identified during the corporate audit.
Observed cleanliness of airside areas and application of FOD prevention program.
External References
AHM 465 Foreign Object Damage (FOD) Prevention Program

IRM References
FOD (Foreign Object Debris)
Additional Guidance
The standard is applicable to the provider that conducts aircraft handling or aircraft ground movement
operations. The objective of a FOD prevention program is the elimination of conditions that could cause
damage to an aircraft.
2.10 Airside Severe Weather Plan
ORM 2.10.1 The provider shall have a station severe weather operation plan that provides for the
protection of aircraft, passengers, operational personnel, baggage, cargo and equipment
when severe weather conditions are a threat to operations. (GM)
Auditor Actions
Identified/Assessed severe weather operations plan

Identified/Interviewed management personnel responsible for the documentation process/procedure
development of a station severe weather operations plan
Identified severe weather operations plan Identified/Assessed local SOP
Interviewed manager(s) responsible for station severe weather operations and respective process/procedure
Interviewed staff directly involved in severe weather operations, performing respective job duties
Reviewed the plan for a station severe weather operations as identified during the corporate audit.
External References
IGOM 3.3 Adverse Weather Conditions

Additional Guidance
A typical plan includes practices for preparation and encountering severe weather conditions in operations,
and addresses, as appropriate to the climatic conditions of a station, the following:
• Strong winds
• Thunderstorms/Lightning
• Low visibility
• Ground/pavement icing, wintery slippery conditions and snow removal
• Storms (sand, dust, volcanic ash, rain)
• Working in extreme temperatures (hot and cold)
• Severe weather forecasting
2.11 Passenger Safety
ORM 2.11.1 The provider shall have procedures or other measures that provide for the protection of
passengers moving between the aircraft and a terminal building or ground transportation
vehicle. (GM)
Auditor Actions
Identified/Assessed procedures for the protection of passengers on the ramp

Identified/Interviewed management personnel responsible for development of procedures for the protection
of passengers on the ramp
Identified procedures for the protection of passengers on the ramp
Interviewed manager(s) responsible for the protection of passengers on the ramp and respective
process/procedure
Interviewed staff directly involved in protection of passengers on the ramp operations, performing respective
job duties
Observed the control of passengers between the aircraft and the passenger terminal.

External References
IGOM 1.2.1.4 Restricted Areas

Additional Guidance
This standard is applicable to providers that utilize the ramp surface for passenger embarkation and
disembarkation.
Passengers are generally unfamiliar with the airport environment and must be provided with clear and easy-
to-follow directions. All passengers, while airside, must be marshalled and supervised. Many foreign visitors
may not recognize local signs or markings unless they are clear and unambiguous. Passengers will have an
expectation that they will be looked after by the responsible staff. They will be largely unaware of hazards
such as jet blast, engine ingestion, prop wash and other apron movements.
It is generally accepted that the terminal operator will be responsible for supplying the physical barriers and
access control system between the landside terminal area and the airside apron environment. The provider
will then ensure control of the passengers through the barrier, security of the barrier during passenger
processing and be responsible for re-securing the barrier after boarding or disembarking passengers.
The route used for such passenger movements is typically clearly designated and visible, equipment and
vehicles are clear, and the surface is free of any contamination.
Minimum supervision should be one person at the terminal building entry/exit point and a second person at
the aircraft. Where access to the aircraft is not in a direct line to/from the terminal, additional staff should be
positioned on the apron to supervise and provide guidance to passengers.
Simultaneous boarding via a set of front and rear stairs to an aircraft is likely to require a minimum of three
staff to assist passengers. Passengers should not be allowed onto the apron, whether from the terminal or
disembarking the aircraft, when other aircraft are arriving or departing in the immediate area.
The departure phase may need to include from the time an adjacent aircraft starts its engines, depending on
such factors as proximity of the passenger walkway to the adjacent aircraft, the level of supervision and the
noise output of the adjacent aircraft.
Passengers should not be allowed to depart the terminal until the aircraft they are due to board has come to a
complete stop, the aircraft engines have stopped, the anti-collision lights have been switched off and it is
clearly established that it is safe for them to do so.
2.12 Personnel Safety
ORM 2.12.1 The provider shall have a requirement and procedures that ensure station ground handling
personnel wear appropriate protective clothing or personal protective equipment (PPE) when
performing functions in airside operations and in cargo areas. (GM)
Auditor Actions
Identified/Assessed PPE requirements and procedures

Identified/Interviewed management personnel responsible for development of PPE documentation
process/procedure
Identified PPE requirements and procedures
Interviewed manager(s) responsible for development of PPE operations and respective process/procedure
Interviewed staff directly involved in ground handling operations requiring PPE, performing respective job
duties
Reviewed the PPE requirements and procedures as identified during the corporate audit.
Identified/Assessed/Recorded local station variations.
Observed use of correct clothing and PPE by personnel employed in airside operations.
External References

IRM References
Personal Protective Equipment (PPE)
Additional Guidance
Protective clothing and PPE provide a defense against operational hazards that could threaten the personal
safety or health of ground handling personnel. Applicable clothing or PPE is typically defined through risk
assessment and/or required by regulation. Some examples of such protection include high-visibility vests,
hearing protection, gloves, safety shoes, safety glasses and respirators.

3. Documentation and Records
3.1 Documentation System
ORM 3.1.1 The provider shall have a process for the management and control of the internal and external
documentation and/or data used directly in the conduct or support of operations. Such system
shall comprise the elements specified in Table 1.1 and shall include documentation provided
to external entities, if applicable. (GM)
Auditor Actions
Identified/Assessed system(s) for management/control of operational documentation/data (focus: system

addresses applicable documentation types/elements as specified in Table 1.1).
Identified system(s) for management/control of operational documentation/data (focus: system addresses
applicable documentation types/elements as specified in Table 1.1).
Verified the process that ensure changes to documentation pertaining to the operations of aircraft ground
movement are communicated to the applicable staff (sample a significant number of operational functions
within the area of operation of the discipline making sure also lowest levels of staff are reached and informed).
Examined selected examples of documentation/data used in operations.
Verified implementation of documentation management/control system in all operational areas.
IRM References
Documentation
Controlled Document
Electronic Documentation
Additional Guidance
External suppliers and companies that are outsourced to deliver ground operations services and products to
the audited provider are also considered under the term “external entities”.
The primary purpose of document control is to ensure necessary, accurate and up-to-date documents are
available to those personnel required to use them, including, in the case of outsourced operational functions,
employees of external service providers.
Examples of documents that are controlled include, but are not limited to, operations manuals, checklists,
quality manuals, training manuals, process standards, policy manuals, and SOPs.
Documentation received from external sources, including from airlines, airport authorities, national civil
aviation authorities (NCAA), would include manuals and other types of relevant documents that contain
material that is pertinent to the safety of operations conducted by the customer airline (e.g., regulations,
operating standards, technical information and data).
An electronic system of document management and control is an acceptable means of conformance.
ORM 3.1.2 The provider using an electronic system for the management and control of any
documentation and/or data used directly in the conduct of operations, and/or for the
management and control of records, shall have procedures to ensure that the system
generates, on a scheduled basis, backup files for such documentation and/or data. (GM)
Auditor Actions
Identified/Assessed process for schedule back-up of electronic documentation, data and or electronic
operational records (focus: system defines schedule for periodic file backup).
Identified/Interviewed responsible management representative(s).
Verified satisfactory functionality of back-up system(s), including recovery of data.
Identified process for schedule back-up of electronic documentation, data and or electronic operational
records (focus: system defines schedule for periodic file backup).
Verified applicable back-up process is implemented in all operational areas.

Additional Guidance
Typically, an electronic system provides for file backup on a daily basis.

The retention period for electronic documents and records is typically in accordance with requirements
defined by applicable regulations and/or legislation and the provider.
To ensure retrieval of archived documents and records, applicable hardware and/or software is normally
retained after it has been replaced.
Within an electronic system of document management and control, document files are typically created,
maintained, identified, revised, distributed, accessed, presented, retained and/or deleted using computer
systems (e.g., a web-based system).
Some systems specify immediate obsolescence for any information or data that is downloaded or otherwise
extracted (e.g., printed on paper) from the electronic files. The back-up function can be outsourced to a third-
party supplier.
ORM 3.1.3 The provider shall have SMS documentation that includes a description of:
(i) The safety policy and objectives, SMS requirements, SMS processes and procedures,
the accountabilities, authorities and responsibilities for processes and procedures, and
the SMS outputs.
(ii) The provider’s approach to the management of safety, which is contained in a manual as
a means of communication throughout the organization. (GM)
Auditor Actions
Identified/Assessed SMS documentation (focus: description of overall organizational management of

safety).
Examined selected parts of SMS documentation (focus: content includes safety policy; describes/defines
accountabilities/responsibilities for safety processes/procedures in all areas of operations).
Identified SMS documentation (focus: description of overall organizational management of safety).
Coordinated to verify SMS documentation in all operational areas.
External References

ORG 2.1.5
Additional Guidance
SMS documentation is typically scaled to the size and complexity of the organization, and describes both the
corporate and operational areas of safety management to show continuity of the SMS throughout the
organization. Typical documentation would include a description of management positions and associated
accountabilities, authorities, and responsibilities within the SMS.
To ensure personnel throughout the organization are informed, SMS documentation includes a description of
the provider’s approach to safety management. Such descriptive information would be contained in a manual
and presented in a manner that ensures the SMS information is clearly identifiable. The exact title and
structure of such manual will vary with each provider.
SMS documentation supports the management of operations and is subject to management and control as
specified in ORM 3.1.
3.2 Operational Manuals
ORM 3.2.1 The provider shall have a Policies and Procedures Manual (PPM) that contains the
operational policies, procedures, instructions and other guidance or information necessary for
ground handling personnel to perform their duties and be in compliance with applicable laws,
regulations and the provider’s standards. Such a manual shall be accessible to all operational
personnel in a usable format at all stations. (GM)
Auditor Actions
Identified/Assessed PPM for content in conformity with this standard (focus: document management and
control).
Interviewed manager responsible for the PPE documentation process/procedure
Identified PPM for content in conformity with this standard (focus: document management and control).
Interviewed manager(s) responsible for PPE operations and respective process/procedure
Interviewed staff directly involved in the use of PPE, performing respective job duties
Verified PPM accessible in all operational areas.
IRM References
Procedure Manual

Additional Guidance
Policies and Procedures Manual (PPM) is a generic name; an equivalent manual with a different name is an
acceptable alternative (e.g., Ground Operations Manual, Ramp Handling Manual, Passenger Handling
Manual, as applicable to the operations).
“Accessible in usable format” is intended to mean all applicable operational personnel can have free access to
any type of document as per the provider’s own documentation system in conformity to the requirements of
ORM Table 1.1. Documentation shall also include operational customer airline(s) procedures, NCAAs, airport
authorities and local procedures.
The PPM contains generic guidance that addresses all functions within the scope of ground operations; it also
contains information that is function-specific.
Because the scope of ground operations is broad, rather than publishing one large manual, a provider may
choose to issue the PPM in separate parts that are specific to the various ground handling functions
conducted by the provider (e.g., Passenger Handling Manual, Baggage Handling Manual, Cargo Handling
Manual). Each part would contain generic guidance that is applicable to all ground handling functions (e.g.,
organizational policies, general definitions), as well as guidance that is specific to the particular function (e.g.,
process descriptions, SOPs). To ensure standardization, a control process would be in place to ensure use of
either the PPM and/or the Operations Manual (OM) of the customer airline(s) such that all applicable
operational safety, security and quality requirements are fulfilled.
ORM 3.2.2 The provider should utilize, as a minimum, processes and procedures as outlined in the IATA
Ground Operations Manual (IGOM), as applicable to the provider’s scope of operations at the
station. (GM)
Auditor Actions
Identified/Assessed implementation of IGOM processes and procedures.

Identified/Interviewed responsible management representative(s).
Identified implementation of IGOM processes and procedures.
Interviewed manager(s) responsible for ground operations documentation and respective process/procedure
Interviewed staff directly involved in ground operations, performing respective job duties
Verified, where utilized, implementation of IGOM processes and procedures in all operational areas.
Additional Guidance
As a best practice, a provider would typically conduct a gap analysis of the processes and procedures
contained in its ground operations manual (GOM) to identify the level of compliance with those in the IGOM.
Processes and procedures in the IGOM have been developed based on industry-accepted practices that
generally provide an acceptable level of safety risk in the conduct of ground handling operations.
It is recommended that providers utilize all “shall” processes and procedures contained in the IGOM as a
minimum standard in their GOM.
For a provider to be able to demonstrate full compliance with the IGOM procedures, the provider shall
demonstrate that a gap analysis has been conducted between the provider’s GOM and IGOM, by means of a
cross-reference table that matches the provider’s internal procedures against all IGOM provisions.
ORM 3.2.3 The provider shall have a process to ensure that all operational documentation is
communicated, verified as distributed and accessible to all operational personnel in a usable
format at all stations and in all operational areas. (GM)
Auditor Actions
Reviewed/Verified process describing the document dissemination to all stations

Reviewed/Verified process for recipient acknowledgment
Sampled document distribution and means for recipient acknowledgement from several stations.
Interviewed manager responsible for the documentation distribution process/procedure
Identified process describing the document dissemination from headquarters to a station Identified process
for recipient acknowledgment
Interviewed manager(s) responsible of documentation control and distribution at a station
Interviewed staff directly involved in operations and their acknowledgement of documentation recipient
Sampled station documents distribution for applicable operational areas to all operational staff
Additional Guidance
Review the applicable document(s) and distribution to all stations (generally to the station manager) and,
within the station, to all operational staff. either from the provider, the customer airline(s) or any other source
(e.g., airport, local authority) with particular care to those functions that do not have direct access to a
company computer or are not able to read the documents in their original language.
Review, as a minimum, all the documents as listed in the information sources of the ISAGO audit pertaining to
the operational discipline audited and any other document deemed appropriate.
“Accessible in usable format” is intended to mean all applicable operational personnel can have free access to
any type of document as per the provider’s own documentation system in conformity to the requirements of
ORM Table 1.1. Documentation shall also include operational customer airline(s) procedures, NCAAs, airport
authorities and local procedures.
For station audits, this GOSARP is also interlinked with all operational disciplines in Subsection 3
Documentation and shall be reviewed in conjunction with them to allow the ORM auditor to complete such
assessment.

3.3 Records System
ORM 3.3.1 The provider shall have a process for the management and control of operational and training
records to ensure the content and retention of such records is in accordance with applicable
regulations and requirements of the customer airline(s), and to ensure operational and training
records are subjected to standardized processes for:
(i) Identification
(ii) Legibility
(iii) Maintenance
(iv) Retrieval
(v) Protection and security
(vi) Disposal, deletion (electronic records) and archiving (GM)
Auditor Actions
Identified/Assessed system for management/control of operational records (focus: system includes

standardized processes as specified in standard).
Identified system for management/control of operational records (focus: system includes standardized
processes as specified in standard).
Interviewed manager(s) responsible for the documentation and respective process/procedure
Interviewed staff directly involved in the documentation handling, performing respective job duties
Examined selected examples of operational records.
Verified implementation of records management/control processes in all operational areas.
Additional Guidance
Such process would typically address all records associated with ground operations at each station, including
personnel training records and any other records that document the fulfillment of operational requirements
(e.g., GSE maintenance, weigh bridge calibration).
A record management system could be manual or automated that collects, organizes, and categorizes
records, facilitating their preservation, retrieval, use, and disposition. Records are retained for periods in
accordance with requirements of the appropriate authority and customer airline(s).
Electronic storage and retention may also be utilized, which makes for easier accessibility and retrieval. In this
case, an electronic record backup shall be provided as per applicable regulations.
Record management and retention allows the organization to make sure personnel have complete access to
accurate information in a timely and cost-effective manner.
4. Training and Qualification
4.1 Training Program and Qualifications
ORM 4.1.1 The provider shall have a process that ensures positions within the organization that affect
operational safety and security are filled by personnel who possess appropriate knowledge,
skills, training, and experience. (GM)
Auditor Actions
Identified/Assessed process for hiring/selection of management/non-management personnel (focus:

safety/security positions relevant to ground operations are filled by personnel with qualifications appropriate
for position).
Interviewed accountable executive or designated management representative(s).
Identified process for hiring/selection of management/non-management personnel (focus: safety/security
positions relevant to aircraft operations are filled by personnel with qualifications appropriate for position).
Interviewed selected personnel that perform safety/security functions
Verified adequacy of physical resources/services and implementation of personnel selection
standards/processes in all operational areas.
Examined minimum knowledge, skills, training and experience requirements and sampled evidence of
implementation for personnel who perform operationally critical functions (focus on: training records,
competence, skills and continuing education).
Additional Guidance
Prerequisite criteria for each position, which would typically be developed by the provider, and against which
candidates would be evaluated, ensure personnel are appropriately qualified for management system
positions in areas of the organization critical to safe and secure operations.
Positions that require the implementation of security functions typically require completion of a background
and criminal history check.

ORM 4.1.2 The provider shall have a training program to ensure all personnel complete initial training
prior to being assigned to perform operational duties. Such a program shall include, as a
minimum:
(i) Organization familiarization training to ensure operations are conducted in accordance

with conditions of the provider’s operating license, if applicable, and in accordance with
applicable regulations, standards and organization requirements.
(ii) Safety Management System training in accordance with ORM 4.3.1.
(iii) Security training in accordance with ORM 4.2.1.
(iv) In-depth job-specific training for assigned operational function(s) in accordance with
Subsection 4 of each applicable operational discipline. (GM)
Auditor Actions
Identified/Assessed the training program ensuring all four sub-requirements are part of the training syllabi
for all personnel
Identified/Interviewed responsible manager(s)/training manager.
Examined selected training records of headquarters personnel
Verified implementation of training programs within departmental training plans.
Identified the training program
Identified/Assessed the local SOP for training program
Interviewed person responsible for training and record keeping at the station
Examined selected training records of station personnel
External References

Additional Guidance
Initial training shall also include general company documentation overview.

Sub requirement (iv) refers to Subsection 4 in LOD, PAB, HDL, AGM and CGM; these are considered
operational disciplines within the GOSM.
ORM 4.1.3 The provider shall ensure the training program as specified in ORM 4.1.2 includes a process
for all personnel who perform operationally critical functions to maintain competence on the
basis of continuing education and recurrent training. Recurrent training shall be completed on
a specific frequency according to the applicable regulation, but not less than once during
every 36-month period. (GM)
Auditor Actions
Identified/Assessed process for maintaining competency of personnel in functions relevant to safety/security

of aircraft operations (focus: standards specify continuing education/training, meeting technical
requirements).
Examined selected training records of headquarters personnel.
Identified process for maintaining competency of personnel in functions relevant to safety/security of aircraft
operations (focus: standards specify continuing education/training, meeting technical requirements) and
requirements for recurrent training
External References
Additional Guidance
Positions or functions within the organization have the potential to affect operational safety or security. In
general, most frontline operational functions in load control, passenger handling, baggage handling, aircraft
handling and loading, aircraft movement, and cargo handling would typically be considered operationally
critical, as well as functions that involve the training of operational personnel. Positions not directly associated
with operations (e.g., administrative or clerical positions) may not be deemed operationally critical; however,
the provider shall define the requirements for maintaining their competency to perform assigned duties.
The process shall include conditions for taking personnel out of operational duties (and/or re-planning
operational activities and updating the roster) in case the personnel fails to undergo the recurrent training
within the defined time frame.

ORM 4.1.4 The provider shall ensure the training program, as specified in ORM 4.1.2, includes
requalification and reentry into service procedures for all personnel who have not performed
operational duties for an extensive period of time. (GM)
Auditor Actions
Identified/Assessed procedures as per GOSARP requirements.

Interviewed the manager responsible for the documentation.
Reviewed procedures as per HQ requirements, including local SOPs, as applicable.
Interviewed staff directly involved in the respective job duties.
External References
Additional Guidance
Each provider shall define “extensive period of time” in accordance with applicable regulations and local
specifics, considering the nature of the job and its complexity.
ORM 4.1.5 The provider shall ensure the training program, as specified in ORM 4.1.2–4.1.4, is comprised
of balanced curricula of theoretical and practical training, including testing or evaluation by
written, oral or practical means. (GM)
Auditor Actions
Identified/Assessed requalification and re-entry into service process

Identified requalification and re-entry into service process
Verifiedimplementation in alignment with corporate requirement(s)
External References
ORM 4.1.6 The provider shall ensure the training program, as specified in ORM 4.1.2–4.1.4, includes a
process that requires instructors and evaluators who conduct the training and evaluation for
ground handling personnel to demonstrate they are competent, qualified and, where required,
certified to conduct such training activities. (GM)
Auditor Actions
Identified/Assessed process for instructor/evaluator competency and training

Identified process for instructor/evaluator competency and training
External References
ORM 4.1.7 The provider shall have a process to ensure the instructors who deliver dangerous goods
training have:
(i) Adequate instructional skills and, prior to delivering instruction, completed a dangerous
goods training program that provides the knowledge in subject areas consistent with the
level of instruction to be delivered.
(ii) Conducted a minimum of one dangerous goods training course on the applicable subject
matter or attended recurrent dangerous goods training within the last 24 months.
(iii) Received updates to the regulations from local and national authorities and to the training
material on an annual basis, if applicable.
(iv) Received requalification training, if applicable. (GM)
Auditor Actions
Identified/Assessed process for DGR instructor/evaluator competency and training

Examined selected training records of headquarters DGR instructor/evaluator
Identified process for DGR instructor/evaluator competency and training
Identified/Assessed local SOP from local and National Authorities person responsible for training and record
keeping at the station
Examined selected training records of DGR instructor/evaluator

External References

DGR 1.5.6 Instructor Qualification
Additional Guidance
Requalification training: Repeat training for performing certain duties and functions in which the operational
personnel have previously been trained. This is typically initiated following a series of events or an evaluation
that addresses lack of comprehension of the task to be performed, or a prolonged absence from doing the
specific tasks or functions, or a prolonged absence from the working environment.
process to record a training completion. Such records shall be retained in accordance with
ORM 3.3.1. (GM)
Auditor Actions
Identified/Assessed process for training record retention.

Examined selected training records of headquarters personnel.
Identified process for training record retention
External References
process for all aspects of the training program to be periodically reviewed and updated to
remain operationally relevant, current, and in accordance with the requirements of the
Auditor Actions
Identified/Assessed process for training program review and update

Examined selected training program revisions
Identified process for training program review and update
Interviewed person responsible for training and its update
Examined selected training program revisions
4.2 Security Training
ORM 4.2.1 The provider shall have a training program that ensures personnel throughout the organization
complete a security training that is in accordance with the:
(i) Security program of the customer airline(s).
(ii) Requirements of the civil aviation security authority of states where ground operations are
conducted.
(iii) Requirements of the airport authority at stations where ground operations are conducted.
Such a training program shall ensure, as a minimum:
(i) Personnel employed by the provider to implement security controls shall have the
competence to perform their duties.
(ii) Frontline and appropriate aircraft ground operations and cargo personnel can act in the
most appropriate manner to minimize the consequences of acts of unlawful interference
and disruptive passenger behavior.
(iii) General organization security awareness. (GM)
Auditor Actions
Identified/Assessed training program (focus: adequate training plans for duties to be performed and
operational environment, including local regulations and operating procedures).
Interviewed responsible manager(s)/security manager and training manager.
Examined selected training records and reports of headquarters personnel (focus: conformity with training
program).
Identified training program (focus: adequate training plans for duties to be performed and operational
environment, including local regulations and operating procedures).
Identified/Assessed local SOP if applicable for security training

IRM References
Security (Aviation)
Security Program
Additional Guidance
Intensive training for personnel who are employed within the security organization of a provider will enable
them to develop the expertise required to advise management on all aspects of the security program.
There are two classifications of aviation security training for a provider:
1) Personnel Training
This type of training might be subdivided into training for managers/supervisors, ramp personnel, cargo
handling personnel, passenger and baggage handling personnel, and other categories of personnel who are
directly involved in the implementation of security measures and, thereby, require an awareness of the
obligations associated with aviation security.
2) General Security Awareness
Such training applies to the protection of assets from internal and external interference and the necessity of
ensuring all ground handling personnel have a positive attitude to security. The focus of training to achieve
such awareness will vary by region or company and may be influenced by cultural, religious and other
circumstances.
Both types of training are tailored to be effective in the environment in which they are to apply. The completion
of security training would normally be recorded and retained in the records system for proof of compliance
with applicable security standards or regulations.
A third type of security training is Requalification Training: Repeat training for performing certain duties and
functions in which the operational personnel have previously been trained. This is typically initiated following a
series of events or an evaluation that addresses lack of comprehension of the task to be performed, or a
prolonged absence from doing the specific tasks or functions, or a prolonged absence from the working
environment as per provider procedures.
Appropriate operational personnel, through security awareness training, are acquainted with preventative
measures and techniques in relation to passengers, baggage, cargo, mail, equipment, stores, and supplies
intended for transport on aircraft, as applicable, so they may contribute to the prevention of acts of sabotage
and other forms of unauthorized interference.
4.3 Safety Training
ORM 4.3.1 The provider shall have a program that ensures personnel throughout the organization are
trained and competent to perform basic, advanced and specific SMS duties. The scope of
such training should be appropriate to each individual’s involvement in the SMS, as detailed:
(i) In Table 1.2 for all personnel
(ii) In Table 1.3 for personnel operating in the operational disciplines
(iii) In Table 1.4 for personnel with specific assigned duties in the SMS (GM)
Auditor Actions
Identified/Assessed program for personnel to be trained/competent to perform SMS duties.

Interviewed safety manager and/or designated management representative(s).
Examined selected initial/recurrent training curricula for personnel to be trained/competent to perform SMS
duties.
Examined selected management/non-management personnel training records (focus: completion of SMS
training).
Identified program for personnel to be trained/competent to perform SMS duties.
Verified SMS training is implemented in all applicable areas.
Examined selected management/non-management personnel training records (focus: completion of SMS
training).
External References

AHM 616 Human Factor Program
IRM References

Safety Promotion
ORG 1.1.10
Additional Guidance
SMS training is an element of the Safety Promotion component of the SMS framework.

Training on the SMS, including safety reporting, provided to operational personnel may be included in the
safety training. An overview of the SMS, its purpose, scope and functionality should, however, be provided to
all personnel.
A SMS specifies initial and recurrent safety training standards for operational personnel within the
organization, including managers and supervisors, senior managers and the AE. The content of such training
is appropriate to the individual’s responsibilities and involvement in the SMS.
Personnel with specific SMS duties would include those that, as part of the safety office, perform safety risk
assessments and activities associated with SA.
Tables
Table 1.1–Documentation System
Table 1.2–Basic Safety Training
Table 1.3–Advanced Safety Training
Table 1.4–Specific SMS Training

ORM 3.1.1 The provider shall have a system for the management and control of the internal and external
documentation and/or data used directly in the conduct or support of operations. Such system shall comprise
the elements specified below and shall include documentation provided to external entities, if applicable.
Note: Refer to the IRM for Documentation and Electronic Documentation definitions.
Elements Documentation Types
Documentation Type 3
Type 1 Type 2
(Files on
(URL-based) (Software-based)
servers)
(i) Identification of the version and
effective date of relevant documents Recommended Recommended Required
and/or data.
(ii) Identification of the title and, if
applicable, subtitles of relevant Recommended Recommended Required
documents and/or data.
(iii) Distribution and/or dissemination that
ensures all users are provided relevant
documents and/or data on or before the
effective date:
(a) Throughout appropriate areas of
Required Required Required
the organization, including all
applicable stations;
(b) To external service providers that
conduct outsourced operational
functions.
(iv) Definition of the specific media type(s)
designated for presentation or display of
the controlled version of relevant
documents and/or data.
(v) Definition of documentation and/or data
that is considered to be reproduced Required Required Required
and/or obsolete.
(vi) Review and revision to maintain the
currency of relevant documents and/or Required Required Required
data


(vii) Retention that ensures access to the
content of relevant documents and/or
data for a minimum period, as defined
by the provider.
(viii) Provision for a scheduled back up by
copying and archiving relevant
documents and/or data, to include Required Required Required
validation of the documents or data
being backed up.
(ix) Identification and allocation of
documentation access/user and Required Required Required
modification rights.
(x) Dissemination and/or accessibility of
documentation received from external
sources such as regulatory authorities
and original equipment manufacturers.
Table 1.2–Basic Safety Training

Applicability: All personnel
Note: This table specifies the basic safety training program to ensure personnel throughout the organization
are confident with general SMS concepts. The safety requirements pertaining to each operational function are
reported in each operational discipline training section.
Training Subject Areas
• Company safety policy and program

• Employer/employee responsibilities
• Applicable regulations (international, state and local)
• Safe working and operating practices
• Reporting
• Open reporting culture
• Personnel injuries
• Prevention


Applicability: Personnel in operational disciplines
This table specifies the training for personnel with assigned duties in the operational disciplines and shall
address the following subject areas, as applicable to the assigned function(s):
Function 1: Personnel operating within the cargo warehouse, who require access to the airside areas, and
personnel whose duties require operation of basic GSE (e.g., tractors, belt loaders).
Function 2: Personnel whose duties require: (1) operation of specialized equipment (e.g., aircraft movement
units, container/pallet loaders, deicing vehicles, catering vehicles), (2) exercise of control during aircraft
movement operations, or (3) performance of lead responsibility over other personnel.
Function 3: Personnel in first-level management, including supervisors having responsibility for: (1) directing
staff and/or equipment resources, or (2) controlling an operational activity and personnel in station
management having responsibility for resource issues, health and safety, incident management and
budgetary control.
Function 4: Personnel with duties in ticketing, check-in and boarding.
Note 1: Safety training shall address according to assigned operational functions.
Note 2: Functional definitions may be varied as determined by local requirements or considerations.
Safety training subjects shall Operational Disciplines Applicability Applicable
include the following program LOD PAB HDL AGM CGM Functions
content:
Hazards X X X X X All
Vehicle, aircraft and pedestrian X X X All
movement
Jet and propeller engines X X X All
Manual handling X X X X X All
Adverse weather conditions X X X All
Risk factors (fueling, height, runway X X X All
incursions, night ops, GSE)
Slips, trips and falls X X X X X All
Violence (physical and verbal) X All
Human Factors X X X X X All
Human behavior X X X X X F3
Effects of psychoactive substances X X X X X All
(drugs and alcohol)
Stress X X X X X All
Fatigue X X X X X All
Situational awareness X X X X X All
Time and peer/management pressure X X X X X All
Airside Marking and Signage X X X All
FOD X X X All
Emergency Situations X X X X X All
Security threats X X X X X All
Fire X X X X X
Alarms and emergency procedures X X X X X All

Applicability: Personnel in operational disciplines
Personal Protection X X X X X All
Accidents, Incidents, Near Misses X X X X X All
Personnel injuries X X X X X All
Reporting (also the emergency X X X X X All
situations)
Damage to aircraft X X X All
Damage to GSE and facilities X X X X All
Investigation X X X X X F3
Airside Safety Supervision X X X F3

Table 1.4–Specific SMS Training

Applicability: Personnel with duties in the SMS
This table specifies the training for personnel with assigned duties in the SMS (typically within the Safety
Office), and shall address the following subject areas, as applicable to the assigned function(s):
(i) Safety Risk Assessment:
(a) Management of safety reports;
(b) Hazard identification;
(c) Hazard analysis;
(d) Safety risk assessment;
(e) Safety mitigation and risk management;
(f) Development of safety action plans.
(ii) Safety Assurance:
(a) Development of safety performance indicators;
(b) Safety performance monitoring and measurement;
(c) Safety auditing methodologies and techniques.
Section 2 — Load Control (LOD)
Changes to GOSM Section 2 (LOD)
Applicability Table Some functions updated.
The AA content was revised to realign process and procedure functions and
to simplify the headquarters (HQ) and station (ST) AAs.
Acceptable Means of Provider using IGOM has the ISAGO Standard and Recommended
Conformity Practice (GOSARP) accepted as Documented.
LOD 1.1.2 Relocated.
LOD 1.1.3 Removed
LOD 1.2.1 to 1.2.4 Renumbered.
LOD 1.2.2 to 1.2.4 New GOSARPs
LOD 1.3.1–1.3.2 Renumbered and simplified wording.
LOD 1.3.3–1.3.4 Removed (Relocated)
LOD 1.4.1–1.4.3 Renumbered and reworded.
LOD 1.4.4–1.4.5 Removed (Relocated)
LOD 1.5.2 New GOSARP (Renumbered).
LOD 2.1.2 New GOSARP (Renumbered).
LOD 2.2.1 Improved wording.
GOSM Ed 8, April 2019 LOD 91

Changes to GOSM Section 2 (LOD)
LOD 2.2.2 New GOSARP.
LOD 2.3.1 Renumbered.
LOD 2.4.1 Renumbered and wording expanded.
LOD 2.5.1 Removed (Relocated).
LOD 2.6.1 Removed (Relocated).
LOD 92 GOSM Ed 8, April 2019
Load Control (LOD)
Applicability
This section consists of 24 GOSARPs related to 9 processes and 15 procedures (the training program
requirements are considered procedures).
The Load Control (LOD) section is used for the audit of load control operations, which may be contained
within a Centralized Load Control (CLC) function.
Section 2 addresses the load control process, which includes:
• Process Management and Information Communication
• Departure Control System Data Management
• Manual Weight and Balance Documentation
• Load Planning
• Aircraft Offloading/Loading Supervision
• Load Sheet Production
• Post-Departure Messaging and Reports
• Dangerous Goods
• Managing Discrepancies
• Training
References to load control services are reported in the Standard Ground Handling Agreement (SGHA)
Section 4 Load Control and Flight Operations, Subsections 4.1 Load Control, 4.2 Communications and 4.3
Flight Operations (4.3.3 and 4.3.9, as applicable).
The auditor will determine individual provisions that may not be applicable to a specific provider.
Note: If a person has duties that involve more than one operational discipline, the training requirements
related to the LOD section may be combined with the other training discipline requirements to be qualified to
operate in the multiple functions. Some specific operational training may be merged in one session giving
instructions for multiple disciplines.

1.1 Process Management and Information Communication
LOD 1.1.1 The provider shall have a load control process that includes communication, information and
procedures for the following elements:
(i) Provision of information required for weight and balance calculations
(ii) Use of operator-approved coding scheme and passenger and baggage weights
(iii) Calculating and communicating provisional load planning data
(iv) Load planning and Load Instruction Report (LIR) production
(v) Supervision of the loading and offloading of the aircraft
(vi) Reporting and recording the loading of the aircraft and load finalization
(vii) Load sheet production
(viii) Last Minute Change (LMC) process
(ix) Managing discrepancies
(x) Transmission of post-departure messages and reports
(xi) Records and filing
(xii) Roles and responsibilities (GM)
Auditor Actions
Identified/Assessed process as per GOSARP requirements.

Reviewed procedures as per HQ requirements, including local standard operating procedures (SOPs), as
applicable.
Recommended Basis for Acceptable Means of Conformity
IGOM 5.4 Load Control Tasks
External References
AHM 510 Handling Load Information Codes to be Used on Traffic Documents and Messages
Additional Guidance
The load control process may be documented in the customer airline’s manuals, the provider’s operational
manuals or other controlled documents.
The LMC procedure may not be permitted by customer airline(s) if an Aircraft Communications Addressing
and Reporting System (ACARS) is used to communicate the load sheet to the aircraft.
Load Control (LOD)
LOD 1.1.2 The provider shall have a process to ensure that the person responsible for the final weight
and balance calculation is provided with all relevant load information and data. (GM)
Auditor Actions

Observed communication of information to the person responsible for the final weight and balance
calculation.
IGOM 5.4.3 Weight and Balance Calculation Task

IGOM 5.7 Documentation
IGOM 5.5 Load Control Task Job Responsibility
External References
AHM 590 Load Control Procedures and Loading Supervision Responsibilities.
Additional Guidance
The information and data may be provided in electronic form (via either the Departure Control System (DCS),
ACARS, email or fax), in writing (paper documents) and by verbal communication.
1.2 Load Planning
LOD 1.2.1 The provider shall have a procedure for calculating and communicating provisional data for
load planning purposes in accordance with the requirements of the customer airline(s). (GM)
Auditor Actions


External References
AHM 513 Aircraft Structural Loading Limitations

AHM 530 Weights for Passengers and Baggage
AHM 534 Weight Control of Load
AHM 536 Equipment in Compartments Procedures
AHM 537 Ballast
AHM 540 Aircraft Unit Load Device Weight and Balance Control
AHM 590 Load Control Procedures and Loading Supervision Responsibilities
Additional Guidance
Pre-calculations are carried out by the load planner using the data available. Each customer airline may have
different requirements on type and timing of information required. It is understood that, as part of the load
planning process, the calculations will be under regular review throughout the entire planning process.
LOD 1.2.2 The provider shall have a procedure for the person responsible for producing the load
planning and LIR to have access to the following aircraft, load and operational data:
(i) Aircraft basic weight and index
(ii) Planned crew
(iii) Planned pantry type
(iv) Fuel load and distribution
(v) Aircraft limitations related to technical issues
(vi) Aircraft planned equipment, including unit load devices (ULDs)
(vii) Equipment in compartment (EIC) shipments (GM)
Auditor Actions

IGOM 5.2 Load Control Principles

IGOM 5.4 Load Control Task
Load Control (LOD)
External References

AHM 536 Equipment in Compartment Procedure
AHM 451 Technical Malfunctions Limiting Load on Aircraft
Additional Guidance
This is a more detailed analysis of the elements of the load planning process addressed in LOD 1.1.1.
LOD 1.2.3 The provider shall have procedures that include requirements for the person responsible for
producing load planning and LIR in accordance with the customer airline(s) to have access to
the following load data:
(i) Planned deadload and special cargo
(ii) Expected passenger load
(iii) Expected transit loads, if applicable (GM)
Auditor Actions


External References

AHM 503 Recommended Requirements for a New Departure Control System
LOD 1.2.4 The provider shall have a procedure for the person responsible for producing the load
planning and LIR to have access to the following aircraft, load and operational data:
(i) Operational limitations related to airport at departure, destination and nominated alternate
airport(s).
(ii) Planning for special load requirements.

(iii) Ballast requirements.
(iv) Specific requirements of the customer airline(s). (GM)
Auditor Actions

IGOM 5.1 Introduction

External References

AHM 536 Equipment in Compartment Procedure
AHM 503 Recommended Requirements for a New Departure Control System
AHM 451 Technical Malfunctions Limiting Load on Aircraft
AHM 537 Ballast
1.3 Aircraft Offloading/Loading Supervision
LOD 1.3.1 The provider shall have procedures for ramp supervision of aircraft offloading/loading that
includes the following:
(i) Monitor and document offload and report any variance to incoming Load Message to the
customer airline.
(ii) Confirm the transit load location, ULDs and bulk load are in accordance with Transit Load
information received from the loading station and report any variance to Load Control for
onward flight and the customer airline. (GM)
Auditor Actions

Load Control (LOD)

External References

AHM 503 Load Control
AHM 514 EDP Loading Instruction/Report
AHM 424 ULD Control Message
Additional Guidance
The offloading reporting and certification would typically be completed by the ramp supervisor. Load Control
or gate supervisor certification would normally consist of the supervisor’s signature.
LOD 1.3.2 The provider shall have procedures for ramp supervision of aircraft loading and load control
function that include the following:
(i) Confirm loading is carried out as specified by the final LIR.
(ii) Advising person responsible for producing load sheet of any deviation from planned load
or loading and any special, overweight or nonstandard items presented for loading not
already included on the LIR.
(iii) Communicating/confirming final loading to person responsible for producing final load
sheet. (GM)
Auditor Actions


IGOM 4.5.9 Loading Procedure (SRS)
IGOM 4.5.8 Offloading Procedure (SRS)

External References

AHM 514 EDP Loading Instruction/Report.
Additional Guidance
The provider shall ensure that all necessary flight supervision and documentation is completed to the
customer airline(s) and load control process requirements.
Item iii: In some circumstances, this may be the same person, depending on whose responsibility it is to
produce the load sheet.
Linked to PAB 1.1.1
1.4 Load Sheet Production
LOD 1.4.1 The provider shall have procedures to confirm aircraft loading and load finalization at the
aircraft that include the following:
(i) Confirming load sheet accuracy before delivery to crew.
(ii) Refer to the submitted LIR and generate final load sheet from load control function, as
applicable.
(iii) Ensuring any gate delivery items are included in the final load data.
(iv) Providing crew with final signed loading information or load sheet.
(v) Ensuring that flight/load information required for messaging is passed to the person
responsible.
(vi) A record of approval by the pilot-in-command (PIC) shall be obtained and kept at the
departure station. (GM)
Auditor Actions


Load Control (LOD)
External References

AHM 551 Last Minute Changes on Load Sheet
AHM 517 EDP Load Sheet.
Additional Guidance
The provider shall ensure that all necessary flight supervision and documentation is completed to the
customer airline(s) and load control process requirements.
Item ii: In some circumstances, the crew may be producing their own load sheet; therefore, only final load data
will be provided.
LOD 1.4.2 The provider that produces a manual or electronically generated load sheet, or provides the
PIC with final load information, shall have a process as per 1.3.2, to include the following:
(i) Ensuring that the load sheet or final load information produced uses the confirmed final
loading information from the aircraft side/gate supervisor.
(ii) Ensuring that, where a load sheet is produced, it does not exceed the operational
limitations of the aircraft for which it is intended.
(iii) Shows the identification of the person responsible for the accuracy of the data on the load
sheet or final load information.
(iv) Load sheet shall be delivered and handed over to PIC. (GM)
Auditor Actions


External References
AHM 518 ACARS Transmitted Load Sheet
Additional Guidance
The load sheet format will be specified by the customer airline and may be tailored to meet specific needs
(e.g., ACARS).
Some customer airlines may require their own crew to produce a final load sheet, in which case the provider
will only provide final loading information to the crew. However, this should be treated with the same
seriousness as the provision of a load sheet as the information will be used to produce a document used for

flight. Where the ground service provider or load sheet provider is not in possession of all the required
information to a produce a load sheet, or the load sheet cannot be transmitted or passed to the crew, then
suitable alternate arrangements must be made (e.g., crew to produce load sheet) or the flight cannot be
allowed to depart.
Where the load sheet is produced by the PIC, the provider’s responsibility ends at the provision of the final
loading information.
LOD 1.4.3 Where a load sheet is amended at the aircraft with a LMC, the provider shall have a process in
accordance with LOD 1.3.1 to ensure that the person responsible for the final load sheet
checks that the aircraft is still within the customer airline’s limits. (GM)
Auditor Actions

Observed implementation of the load sheet amendment process.

External References
AHM 551 Last Minute Changes on Load Sheet.
1.5 Post-Departure Messaging and Reports
LOD 1.5.1 The provider shall have procedures for production and transmission of post-departure
messages in a standard format that includes the following:
(i) Aircraft Load Message (LDM)
(ii) Container/Pallet Distribution Message (CPM)
(iii) ULD Control Message (UCM)
(iv) Aircraft Movement Message (MVT), if applicable
(v) Aircraft Diversion Message (DIV), if applicable (GM)
Load Control (LOD)
Auditor Actions

IGOM 5.4.4 Post-departure Messages Task
External References
AHM 422 Control of Transferred Unit Load Devices

AHM 423 Unit Load Device Stock Check Message
AHM 424 Unit Load Device Control Message
AHM 583 Load Message
AHM 587 Container/Pallets Distribution Message
AHM 780 Aircraft Movement Message
AHM 781 Aircraft Diversion Message
Additional Guidance
Messaging may be done in a different location and by a different provider than the provider responsible for
load control.
DCS systems may also be configured to automatically produce messages, in which case the provider will not
be involved in the process beyond ensuring the flight condition in the DCS system permits the messages to be
sent and the data is accurate at the time of transmission.
Coding used for messages must meet the requirements of the customer airline.
A LDM would normally be produced for departing flights with a transit stop to provide the transit station with
advance information about the part of a load that will continue beyond that station on the same aircraft.
However, customer airline(s) might also require production of a LDM for flights without transit stops.
A LDM would not be required for a departing point-to-point flight or the last segment of a multi-segment flight,
except for a wide-body all-cargo aircraft flight.
A Movement Message and Diversion Message are applicable as per requirements of customer airline(s).
LOD 1.5.2 The provider shall have a process to ensure that the dangerous goods and other special cargo
information provided to the PIC, in accordance with the requirement of the customer airline(s)
is:
(i) Readily accessible to the airport of last departure, if applicable.
(ii) Transmitted to the next scheduled port of arrival, before the flight has arrived at the
destination airport.
(iii) Communicated to the customer airline(s) flight dispatch/operations control center. (GM)

Auditor Actions

IGOM 5.4.1.4 Notification to the Captain
External References
AHM 424 ULD Control Message

AHM 381 Special Load Notification to Captain
AHM 590 Load Control Procedures and Loading supervision responsibilities.
Additional Guidance
On multi-sector flights, each station issuing a NOTOC shall prepare a separate form for each station enRoute.
2.1 DCS System Set-up and Data Management
LOD 2.1.1 The provider that uses, for the weight and balance calculation process, an automated
Departure Control System (DCS), other than the customer airline(s) DCS, shall have a
process to ensure that the DCS set-up is approved by the customer airline(s). (GM)
Auditor Actions

IGOM 5.3 Regulatory Requirements
IRM References
Departure Control System (DCS)
Load Control (LOD)
External References
AHM 561 Departure Control System Carrier’s Approval Procedures

AHM 565 EDP Semi-Permanent Data Exchange for New Generation Departure Control System
AHM 562 Semi-Permanent Data Exchange Message (DEM)
Additional Guidance
This function may be carried out in a centralized or headquarters location. A process shall be made available
for station auditors to examine. The data exchange process between carrier or handling agent and DCS
system supplier shall include input of the data by DCS supplier, verification of the data set-up and approval for
operational use.
LOD 2.1.2 The provider that uses, for the weight and balance calculation process, an automated
Departure Control System (DCS), other than the customer airlines’ own DCS, shall have a
process to coordinate and exchange information with customer airline(s) to ensure their DCS
data is current and maintained. (GM)
Auditor Actions

IGOM 5.3 Regulatory Requirements.
External References
AHM 565 EDP Semi-Permanent Data Exchange for New Generation Departure Control System
Additional Guidance
All updated semi-permanent data in the DCS pertaining to customer airline(s) aircraft/fleet shall be managed
and maintained up-to-date (e.g., aircraft basic weight and index, pantry data, fuel data).

2.2 Manual Calculation of Weight and Balance
LOD 2.2.1 The provider shall have procedures to ensure the manual weight and balance calculation is
produced in conformity with customer airline(s) regulations. (GM)
Auditor Actions


IGOM 5.4.3 Weight and Balance Calculation Task
External References
AHM 515 Manual Loading Instruction/Report

AHM 519 Balance Calculation Methods
AHM 590 Loading Control Procedures and Loading Supervision Responsibilities
Additional Guidance
The manual exercises shall be verified by the responsible manager.
LOD 2.2.2 The provider shall have procedures to ensure that only valid manual load documentation
provided or approved by the customer airline(s) is used. (GM)
Auditor Actions

Load Control (LOD)
External References
AHM 515 Manual Loading Instruction/Report

AHM 590 Loading Control Procedures and Loading Supervision Responsibilities
Additional Guidance
Examples of manual loading documentation are load plans (LIRs), offloading reports, and load sheets.
2.3 Notification to Captain (NOTOC)
LOD 2.3.1 The provider shall have a process to provide the PIC, as soon as practicable prior to departure
of the aircraft, with a notification that contains accurate and legible written or printed
information concerning special loads. Such notification shall include dangerous goods carried
as cargo onboard the aircraft (e.g., firearm(s), live animal(s), wheelchair(s) with lithium battery)
as per requirements of customer airline(s). (GM)
Auditor Actions

IRM References
NOTOC (Notification to Captain)
External References
AHM 381 Special Load-Notification to the Captain

DGR 9.5 Provision of Information
Additional Guidance
The requirements for the content of the notification may be found in DGR Section 9.5.1.1. Such notification is
normally referred to as the NOTOC (notification to the captain) and includes information about all dangerous
goods in cargo loaded on the aircraft.
The NOTOC also contains information for use in emergency response to an accident or incident involving
dangerous goods onboard.

2.4 Managing Discrepancies
LOD 2.4.1 The provider shall have procedures to ensure, in the event of a potential discrepancies
associated with the accuracy of weight and balance figures for a flight, that:
(i) Relevant or requested information is provided to the PIC without delay.
(ii) The discrepancy is reported to the person responsible for the load sheet and to the
customer airline(s). (GM)
Auditor Actions

External References
AHM 520 Aircraft Equipped with a CG Targeting System
Additional Guidance
If the provider is unable to contact the PIC directly in a timely manner, it shall have additional procedures to
ensure notification is provided prior to takeoff (e.g., via use of the air traffic control tower).
3. Documentation
3.1 Documentation Control
LOD 3.1.1 The provider shall have a process to ensure the Policies and Procedures Manual (PPM) used
in support of load control operations includes:
(i) Local SOPs as applicable
(ii) Customer airline(s) requirements (GM)
Load Control (LOD)
Auditor Actions

Sampled Customer Airlines manuals and their validity
Sampled Local Operating Procedure(s)
Additional Guidance
The document review and distribution to operational staff, either from the provider, the operator or any other
source (e.g., airport, local authority), is a difficult task, specifically for those functions that do not have direct
access to a company computer or are not able to read the documentation in their original language.
The provider shall ensure that changes to the operational documentation, local SOPs and customer airline
requests are communicated in a clear and understandable manner. Various methods may apply (i.e., logs of
read and sign, peer-to-peer briefings).
The auditor shall verify effective communication of changes and understanding from all operational staff.
This GOSARP is interlinked with ORM 3.2.1 and ORM 3.2.3 and shall be reviewed in conjunction with those
GOSARPs to allow the auditor to complete an accurate assessment.
Note: During the combined audit the GSP may use alternative documentation to the local SOP.
LOD 3.1.2 The provider shall ensure the required operational documentation is accessible in a usable
format in all station locations where load control operations are conducted. Such required
documentation includes:
(i) The current version of applicable operational manual(s) of all customer airline(s).
(ii) The current IATA Dangerous Goods Regulations (DGR) and addenda, if applicable, or
equivalent documentation.
(iii) The current emergency response plan (ERP) of the local airport authority and of the
customer airline(s), as applicable.
(iv) The current IATA Cargo Handling Manual (ICHM), Live Animal Regulations (LAR),
Perishable Cargo Regulations (PCR), Temperature Control Regulations (TCR) and ULD
Regulations (ULDR), as applicable. (GM)

Auditor Actions

Sampled current DGR
Sampled current ERP
Sampled current LAR
Sampled current PCR
Sampled current TCR
Sampled current ULDR
External References
Additional Guidance
A provider may be required to maintain only part of the manual for certain customer airlines. Based on
customer airline requirements and the types of ground operations conducted at a specific location, only
relevant parts of applicable manuals may be necessary.
“Accessible in a usable format” is intended to mean that all applicable operational personnel can have free
access to any type of document as per the provider’s own documentation system in conformity with the
requirements per ORM 3.1.1 Table 1.1 Documentation System.
A current edition of the DGR includes any addenda that are applicable.
Equivalent documentation would contain information derived from the DGR that is relevant only to the specific
ground handling functions conducted at any particular location. Also, the ICAO Technical Instructions for the
Transport of Dangerous Goods would be considered equivalent documentation.
Specific manuals are required only at stations where applicable specific operations are conducted.
LOD 3.1.3 The provider shall have a process to ensure load files and weight and balance records are:
(i) Filed for each flight in accordance with requirements of the customer airline;
(ii) Retained for a period in accordance with applicable regulations and the requirements of
the customer airline(s), but no less than a period of three months. (GM)
Load Control (LOD)
Auditor Actions

Sampled flight files and records (if possible at least from four different operators) and reviewed their content
Sampled flight files as per retention period
External References
Additional Guidance
Examples of loading records are: load plans (LIRs), offloading reports, balance charts, and load sheets.
4. Training
4.1 Load Control Training Program
LOD 4.1.1 The provider shall have a training program as specified in ORM 4.1.2 that ensures all
personnel with duties and/or responsibilities within load control operations complete job-
specific training for their assigned operational function(s) as per LOD Table 1–Load Control
Functional Training. (GM)
Auditor Actions

Sampled training records
Sampled training material–initial
Sampled training material–recurrent

IRM References
Load Control
Loading Instruction/Report (LIR)
NOTOC (Notification to Captain)
Operational Flight Plan (OFP)
External References

AHM 591 Weight and Balance Load Control and Loading Supervision Training and Qualifications
DGR 1.5 Training Requirements
Additional Guidance
Linked to ORM 4.1.2
LOD 4.1.2 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities within load control operations complete
Dangerous Goods training as per LOD Table 2–Dangerous Goods Training. The recurrent
training shall be completed within a 24-month period since the previous Dangerous Goods
training. (GM)
Auditor Actions

External References
AHM 1110 Ground Operations Training Program.

DGR 1.5 DG Training Requirements
DGR Appendix H–Training Provisions Under the Competency-Based Training Approach
Additional Guidance
Linked to ORM 4.1.2
Load Control (LOD)
Tables
LOD Table 1–Load Control Functional Training

Training for personnel with duties and/or responsibilities in operational load control functions shall address the
following operational subject areas, as applicable to assigned function(s):
(i) General weight and balance proficiency and awareness:
(a) Terminology, definitions of terms, operational codes, abbreviations
(b) Aircraft balance principles, consequences of improper aircraft loading
(ii) Aircraft structural load limitations:
(a) Linear (running load) limitation, area limitation (spreader floors)
(b) Limitation per compartment/section/ULD position
(c) Monocoque (combined) limitation, cumulative limitation
(d) Missing restraints limitation
(iii) Unit load devices (ULD):
(a) IATA identification codes
(b) Gross weight limitations, hold restraint requirements
(c) Container/pallets build-up and tie-down limitations/rules
(d) Tagging
(iv) Bulk hold loading:
(a) Load spreading rules
(b) Load restraint rules: nets, tie-downs, volume restraint
(v) Load sheet:
(a) Computation, issuance, checking (electronic and manual modes)
(b) Last minute change procedures
(vi) Balance tables/charts:
(a) Computation, issuance, checking (all conventional methods)
(vii) Loading Instruction/Report (LIR):
(a) Designation and numbering of aircraft holds
(b) Issuance and checking (electronic and manual modes)
(viii) Loading messages:
(a) Reading and sending standard loading messages
(ix) Airline-specific procedures (as applicable)

LOD Table 2–Load Control Dangerous Goods Training

Training for personnel with duties and/or responsibilities in operational load control functions shall address
dangerous goods subjects, to include, as a minimum:
(i) General philosophy
(ii) Limitations (loading restrictions, compatibility rules)
(iii) List of dangerous goods
(iv) Labelling and marking (ULDs and parcels)
(v) Recognition of undeclared dangerous goods
(vi) Storage and loading procedures
(vii) Pilot-in-command notification (NOTOC)
(viii) Provisions for passengers and crew
(ix) Emergency procedures
(x) Airline-specific procedures (as applicable)
Section 3 — Passenger and Baggage Handling (PAB)
Changes to GOSM Section 3 (PAB)
GOSARPs Subsection 1 and 2: all GOSARPs reordered and renumbered.
PAB 1.1.2–1.1.3 Improved wording.
PAB 1.1.6–1.1.7 New GOSARPs.
PAB 1.1.10 New GOSARP.
PAB 2.3.1 Simplified wording.
PAB 2.5.2 Simplified wording.
PAB 4.1.1 to 4.1.4 Renumbered.
PAB 4.1.5 Removed (relocated).
GOSM Ed 8, April 2019 PAB 115

Applicability
This section consists of 32 GOSARPs related to a total of 6 processes and 26 procedures (the training
program requirements are considered procedures).
The ISAGO Passenger and Baggage Handling GOSARPs apply to a provider that provides ground
operations in one or more of the following areas or parts thereof:
Section 3 the Passenger and Baggage Handling applies to a provider that provides ground operations in one
or more of the following areas or parts thereof:
• Check-in
• Passenger and Baggage Acceptance
• Load Control Communication
• Special Category Passengers
• Carriage of Weapons
• Weight Measurement
• Dangerous Goods
• Security
• Documentation
• Training
References to PAB services are reported in the Standard Ground Handling Agreement (SGHA) Section 2
Passenger Services, Paragraphs 2.1 General, 2.2 Departure, and 2.3 Arrival.
The following operational processes associated with Section 3 PAB are addressed in Section 5 HDL:
• Aircraft hold baggage transportation, loading/offloading, including ULD handling and loading
• Operation of passenger boarding equipment, if applicable to passenger handling operations
• Aircraft door operation, if applicable to passenger handling operations
All GOSARPs apply unless determined otherwise by the ISAGO auditor while performing the audit.
related to the PAB section may be combined with the other training discipline requirements to be qualified to
PAB 116 GOSM Ed 8, April 2019
Passenger and Baggage Handling (PAB)
1.1 Check-in
PAB 1.1.1 The provider shall have procedures to ensure a boarding pass is issued to each seated
passenger during the check-in process. The boarding pass shall contain the name of the
passenger as recorded in an official identity document or card and matching the name
contained in the flight reservation. (GM)
Auditor Actions

applicable.
IGOM 1.1.3 Passenger Check-In

IGOM 1.1.5 Travel Document Verification-General
IGOM 1.1.6 Passengers Acceptance
IGOM 1.1.7.3 Boarding in case of DCS Breakdown
Additional Guidance
Procedures should also include advanced passenger information (API), seating requirements for exit row,
personnel other than paying passengers who also require a seat (e.g., non-revenue, supernumeraries and
any other nonoperating crew member), as per customer airline(s) requirements. Procedures should include
instructions on name changes or corrections to ensure accuracy.

PAB 1.1.2 The provider shall have procedures to ensure that, when accepting items to be loaded as
checked baggage during check-in or at the gate, the:
(i) Dangerous goods notification is displayed.
(ii) Baggage is tagged to the appropriate destination.
(iii) Old baggage tags and/or labels are removed or obliterated, as applicable.
(iv) Applicable handling labels/tags are added.
(v) Baggage not suitable for safe and secure carriage is refused. (GM)
Auditor Actions

Interviewed the manager responsible for the documentations.
Reviewed procedures as per HQ requirements including local SOPs, as applicable.
IGOM 1.1.1 Pre-Departure Activities

IGOM 2.2.1.1 Definition and General Terms
IGOM 2.2.4 Baggage Tags
IGOM 2.2.5 Baggage Destination
Additional Guidance
Bag identification tags are typically made available at the point of passenger check-in.
Removal of old checked baggage tags or obliteration of old labels will eliminate confusion as to the
destination of the bag. Handling label/tags may include fragile, limited release, connection, priority, heavy, etc.
The dangerous goods notifications are prominently displayed at the check-in area as well as at ticket offices,
baggage drop-off areas, self-serve check-in areas, and transfer counters.
PAB 1.1.3 The provider shall have procedures to ensure cabin baggage, including cabin seat baggage, is
in compliance with size, weight and quantity limits, as specified in applicable regulations. (GM)
Auditor Actions

IGOM 2.1.1.1 Definition

IGOM 2.1.2 Acceptance
IGOM 2.3.4 Delivery at Aircraft (DAA)
Additional Guidance
Size and weight limits will vary with each customer airline and/or local regulations, and some may require a
carry-on baggage acceptance tag be applied.
Oversized or overweight baggage is typically identified with sizing or weighing devices at each passenger
check-in point, with a secondary verification at the boarding gate.
PAB 1.1.4 The provider shall have a procedure to ensure the following items are loaded as checked
baggage:
(i) Items removed from the passenger by security personnel that are conditionally
acceptable for carriage in the aircraft hold.
(ii) Heavy and overweight baggage/items.
(iii) Non-normal load items.
(iv) Other items removed from a passenger prior to boarding the aircraft. (GM)
Auditor Actions

Observed handling of non-normal load items, including tagging and identification.
IGOM 1.1.7.1 General

IGOM 2.1.2.1 Acceptance Policies
IGOM 2.1.2.3 Procedure at Boarding
IGOM 2.2.1 General
IGOM 2.3. Special Baggage
IGOM 2.5.4 Security Removed Items
External References
AHM 140 Item Removed from a Passenger’s Possession by Security Personnel

AHM 141 Hold Loading of Duty Free Goods

Additional Guidance
Any item removed from a passenger by security should only be loaded on the aircraft if it does not pose an
unacceptable flight safety risk.
Bulky or heavy items (i.e., bags or packages that are too large or too heavy to be stowed in the overhead
cabin bin or under the passenger seat) are typically taken from a passenger and loaded into the aircraft hold.
Smaller items carried as cabin baggage (e.g., liquor, tobacco or perfume in small amounts) would be
addressed in the load control process as part of the normal passenger weight.
Heavy or overweight baggage would have to be defined in accordance with requirements of the customer
airline(s). Typically, baggage weighing more than 23 kg might be considered heavy, while baggage weighing
more than 32 kg is considered as exceeding the maximum weight limit (i.e., overweight). However, weight
restrictions may vary with each customer airline.
If applicable, staff approved by the operator are responsible for securing, loading and lashing of bulky items in
the cabin.
Non-normal items can be musical instruments, medical equipment, live animals in hold (AVIH), service
animals, etc.
PAB 1.1.5 The provider shall have a procedure to remove the baggage loaded on the aircraft of a
checked in passenger that does not board. (GM)
Auditor Actions

IGOM 1.1.7.1 General

IGOM 1.1.7.2 Passenger Boarding Discrepancies
Additional Guidance
Refer also to HDL 2.3.2 for hold baggage reconciliation.
PAB 1.1.6 The provider shall have procedures to ensure that when the passenger comes to check-in,
after visiting a Self-Service Check-in, with all relevant travel documents:
(i) A remote-issued boarding pass and baggage tag presented from the passenger at check-
in are valid and match the name on the identity document presented.
(ii) Activate the baggage tag, if applicable
(iii) A valid travel document to enter at the destination, including the transit stations, as
applicable. (GM)
Auditor Actions

Observed boarding pass and travel document verification.
IGOM 1.1.3.4.5 Self-Service Check-In

IGOM 1.1.5 Travel Document and Verification-General
Additional Guidance
Checking passport (e.g., swiping) and that visa is in passport, if applicable.
PAB 1.1.7 The provider shall have procedures to ensure that baggage accepted at self-baggage drop
machines:
(i) Belongs to the passenger travelling on the respective flight.
(ii) Had confirmation from the passenger that no dangerous goods are in the baggage. (GM)
Auditor Actions

Observed confirmation from passengers that no dangerous goods are in the baggage.
IGOM 1.1.4 Baggage Drop-Off

IGOM 1.1.2 Check-In Counter Requirements
Additional Guidance
The dangerous goods notifications are prominently displayed at the check-in area as well as at ticket offices,
baggage drop-off areas, self-serve check-in areas, and transfer counters.
The baggage tag shall be correctly fixed.

PAB 1.1.8 The provider shall have procedures for the handling of infants, children and unaccompanied
minors. (GM)
Auditor Actions

IGOM 1.4.1 Unaccompanied Minors

IGOM 1.4.2 Infant and Children
Additional Guidance
Acceptance requirements may vary by customer airline. Downline station notification is typically included.
PAB 1.1.9 The provider shall have procedures for accepting and handling incapacitated passengers and
passengers with reduced mobility (PRM). (GM)
Auditor Actions

IGOM 1.4.4 Passengers Requiring Assistance

IGOM 1.4.5 Passenger Requiring Medical Clearance
IGOM 1.4.6 PRMs not Requiring Medical Clearance
IGOM 1.4.7 Service Animals
IGOM 1.4.8 Stretcher Transport
IGOM 1.4.9 Oxygen for Medical Use
External References
AHM 176 Recommendation for the Handling of Passengers with Reduced Mobility (PRM)
AHM 176A Acceptance and Carriage of Passengers with Reduced Mobility (PRM).
Additional Guidance
Procedures should include identification, methods to communicate, advanced notification requirements,

seating needs and restrictions, notifications to crew and downline stations, and correct SSR coding.
PAB 1.1.10 The provider shall have procedures for accepting and handling nonstandard passenger
groups. (GM)
Auditor Actions

Observed handling of nonstandard group acceptance.
IGOM 1.4.3 Groups
External References:
AHM 531 Procedure for Establishing Standard Weights for Passengers and Baggage
Additional Guidance
Procedures typically address how the weight of passengers and baggage is obtained and recorded, and the
types and methods of communication necessary to ensure effective coordination between
passenger/baggage handling personnel and the load control office for the transfer of information.
1.2 Load Control Communication
PAB 1.2.1 The provider shall have a process for the transfer of information and data to Load Control on
the individual or cumulative weight of:
(i) All checked in passengers, including supernumeraries and their baggage.
(ii) All loaded items that exceed normal allowances.
(iii) Checked items removed from passengers prior to boarding.
(iv) Non-normal cabin load items. (GM)
Auditor Actions

Interviewed the manager responsible for the documentation procedure.
Reviewed process as per HQ requirements, including local SOPs, as applicable.

IGOM 1.1.3 Passenger Checking

IGOM 1.1.4 Baggage Drop-Off
IGOM 1.4.3.3 Non-Standard Group
IGOM 2.2.3 Standard Baggage Check-In
External References
AHM 531 Procedure for Establishing Standard Weights for Passengers and Baggage
AHM 533 Passengers Occupying Crew Seats
Additional Guidance
Procedures typically address how all items are identified and how their weight is obtained and recorded, and
the types and methods of communication necessary to ensure effective coordination between
passenger/baggage handling personnel and the load control office for the transfer of information. Non-normal
items can be musical instruments, medical equipment, pets carried in the cargo compartment (AVIH), service
animals, etc.
2.1 Special Category Passengers
PAB 2.1.1 The provider shall have procedures to address:
(i) Prior to flight departure, passengers that display the symptoms of a communicable
disease.
(ii) Local or regional elevated threat levels of an outbreak of a communicable disease. (GM)
Auditor Actions

IGOM 1.2.2 Passenger Suitability for Travel

IGOM 1.4.5 Passengers Requiring Medical Clearance
External References
AHM 181 General Guidelines for Passenger Agents in Case of Suspected Communicable Disease
Additional Guidance
In many circumstances, it may not be obvious that a passenger might have a communicable disease.
However, procedures are typically in place to permit passenger handling personnel to address situations
when one or more passengers do exhibit symptoms of a particular disease, especially when a known
outbreak is in progress.
Additional signage and questioning may be required.
PAB 2.1.2 The provider shall have procedures for the notification of the pilot-in-command (PIC), prior to
flight departure, of passengers required to travel because they have been the subject of
judicial or administrative proceedings. (GM)
Auditor Actions

IGOM 1.4.10 Inadmissible Passengers and Deportees
Additional Guidance
This is an ICAO requirement found in Annex 17 and it refers to the transportation of potentially disruptive
passengers, which are inadmissible, deportees and/or persons in lawful custody.
PAB 2.1.3 The provider shall have procedures for the handling of passengers displaying unruly
behaviors or symptoms thereof, especially as a result of drug or alcohol intoxication, to ensure
such passengers:
(i) Are denied boarding, should this pose a risk to the safety or security of a flight.
(ii) Are reported to the customer airline and respective security authorities, if needed. (GM)
Auditor Actions


IGOM 1.4.11 Unruly Passengers
External References
AHM 621 Security Management
Additional Guidance
Potentially disruptive and intoxicated passengers could pose a safety hazard to other passengers,
crewmembers or the overall safety of a flight. Such passengers typically include:
• Persons that display indications of being intoxicated or demonstrate abnormally abusive or aggressive
behavior (physical or verbal).
• Persons required to travel because they have been the subject of judicial or administrative proceedings
(e.g., deportees, illegal immigrants), as well as inadmissible passengers.
Such procedures would not apply to medical patients under proper care.
2.2 Carriage of Weapons
PAB 2.2.1 The provider shall have a process to handle law enforcement officers or other persons
authorized to carry weapons onboard in the performance of their duties, including:
(i) The check-in, handling and boarding of such passengers carrying weapons.
(ii) The notification to the PIC of the seat number(s) of these persons, if permitted by
applicable laws and requirements. (GM)
Auditor Actions

IGOM 2.5.3 Carriage of Weapons
PAB 2.2.2 The provider, in accordance with applicable laws and requirements, shall have procedures to
permit a law enforcement officer with a weapon, but who will not be in possession of the
weapon onboard, to:
(i) Have the weapon verified as unloaded by an authorized and duly qualified person.
(ii) Have the weapon stowed in a place that is inaccessible to any unauthorized person
during flight.
(iii) Notify the PIC of the transportation of the weapon. (GM)
Auditor Actions

IGOM 2.5.3 Carriage of Weapon in Hold Baggage
Additional Guidance
Ammunition is typically treated as a weapon in these cases only.
PAB 2.2.3 The provider shall have procedures in accordance with applicable regulations for the
acceptance and handling of weapons carried by passengers, including:
(i) An authorized and qualified person has determined any weapon to be checked in is not
loaded.
(ii) Any ammunition is carried as per dangerous goods regulations.
(iii) Weapons are packaged and labelled as required. (GM)
Auditor Actions

IGOM 2.5.3 Carriage of Weapon

Additional Guidance
Acceptance and handling of passenger weapons generally includes the following:

• An authorized and duly qualified person determines the weapon is not loaded. If needed, the weapon can
be verified during the registration at the police office to confirm that is not loaded before to be packed in
appropriate container.
• The weapon is transported in a sturdy container to prevent damage. Ammunition is securely boxed and
carried separately from the weapon.
• Weapons and ammunition are stowed in an area that inhibits access by any unauthorized person during
flight; such weapons could be in the flight deck or retained by a cockpit crewmember;
• The PIC, transfer and transit stations are notified when weapons and ammunition are carried.
• Where the weapon is stowed in a baggage compartment (or hold) that is accessible to persons during
flight:
○ The compartment door(s) remain closed and monitored during the flight.
○ The weapon is packed separately from any ammunition.
○ The weapon is stowed in the compartment in a manner that obstructs (or impedes) access by other
baggage.
• Arrival security procedures may be required to return the weapon(s) and/or ammunition to the passenger.
PAB 2.2.4 The provider shall have procedures for the handling and reporting of undeclared weapons
discovered in checked baggage.
Auditor Actions

IGOM 2.5.3.4 Weapons in Hold Baggage
2.3 Weight Measurement
PAB 2.3.1 The provider shall have a procedure to ensure that the accuracy of the equipment used to
determine the weight of the checked in baggage is within the required specification. (GM)
Auditor Actions

Observed verification of equipment used to weigh the baggage.
Additional Guidance
The accuracy of baggage weight is a safety factor and is monitored by many states.
The checking and calibration service may be provided by the scale manufacturer, customer airline(s), airport
authority or other third party, but the provider shall be able to provide evidence that it is done correctly within
the applicable intervals.
2.4 Dangerous Goods
PAB 2.4.1 The provider shall have procedures to:
(i) Detect and identify dangerous goods that are not permitted to be carried on board the
aircraft by passengers or in passenger baggage.
(ii) Ensure a report is made to the appropriate authority, including the state of occurrence
and the customer airline(s) when such undeclared dangerous goods are
discovered. (GM)
Auditor Actions



IGOM 2.1.1.2 Types of Cabin Baggage
IGOM 2.1.2.2 Procedure at Check-In
IGOM 2.5.7 Dangerous Goods in Baggage
External References
BRM 5.2.6 Dangerous Goods in Passenger Baggage

DGR 2.3 Dangerous Goods Carried by Passengers or Crew
DGR 9.6 Reporting
PAB 2.4.2 The provider shall have procedures for the acceptance and handling of battery-operated
mobility aids for transport as checked baggage or in the cabin, as required, to ensure such
devices are:
(i) Subjected to applicable dangerous goods handling and loading requirements.
(ii) Accounted for in the load control process. (GM)
Auditor Actions

IGOM 2.3.6 Wheelchairs and Mobility Aids
External References
AHM 345 Handling of Battery Operated Wheelchairs/Mobility Aids as Checked Baggage
Additional Guidance
Wheelchairs and electric scooters are considered to be mobility aids. Certain batteries used in such devices
could pose a hazard to flight safety and/or cause damage to the aircraft. Procedures must include customer
airline variations for battery types, and the notification and communication process for the lithium batteries for
collapsible aids that must be transported in the cabin. Some customer airlines may require the use of a
NOTOC for PIC notification.
2.5 Security
PAB 2.5.1 The provider shall have a process to ensure originating hold baggage, prior to release for
loading into the aircraft, has been:
(i) Individually identified using a baggage tag and/or label as accompanied or

unaccompanied baggage.
(ii) Subjected to appropriate security controls, including screening. (GM)
Auditor Actions

IGOM 1.4.3.2 Check-In

IGOM 2.5.2 Handling of Hold Baggage
IGOM 2.6 Mishandled Baggage
Additional Guidance
The intent of this provision is for a provider to implement procedures to verify and confirm, before a flight
departs, that only the baggage of boarded passengers has been loaded.
The procedures must require baggage to be screened prior to loading, and show how this will be achieved.
Some airports may mark or label baggage that has been screened, The method of recording baggage should
be described.
PAB 2.5.2 The provider shall have a procedure to keep a record of the identification, validation and
security controls applied to each checked baggage and make the record available to the
customer airline upon request. (GM)
Auditor Actions

Observed hold baggage being appropriately identified and records provided.
IGOM 2.4.1.2 Unit Load Device Preparation and Build-Up

IGOM 2.5.2 Handling of Hold Baggage
External References
Additional Guidance
Provision of records in accordance with this provision would only be required if specified by a customer airline
or regulatory authority.
PAB 2.5.3 The provider shall have procedures to ensure baggage is protected from unauthorized
interference from the point at which it is accepted or screened, whichever is earlier, until
either:
(i) The departure of the aircraft on which the baggage has been loaded.
(ii) The point at which the baggage is transferred to, and accepted by, another entity for
further handling. (GM)
Auditor Actions

IGOM 2.5.1 General
Additional Guidance
Procedures would address the security of all secure baggage that is transported to the aircraft, to another
provider, or over any part of the airport.
Where possible, baggage would be loaded into containers at the makeup area and then transported to the
aircraft for immediate loading. When this cannot be achieved, the baggage would be retained in the makeup
area and not moved to planeside any earlier than necessary.
In areas where baggage is handled, measures to prevent unauthorized interference typically include, among
others:
• Supervision
• Controlled access
• Adequate illumination
• Video monitoring
• Challenging anyone in the area without a visible badge or need to be there
Adequate lighting in baggage handling areas would be at a brightness level that would permit effective visual
or video surveillance.
PAB 2.5.4 The provider shall have procedures in accordance with applicable regulations and
requirements of the customer airline(s), airport and national authorities to report a security
event and for the safe handling of passengers and their cabin baggage in the event of:
(i) A bomb threat condition
(ii) An increased security threat condition (GM)
Auditor Actions

IGOM 1.2.3 Security of Passengers and Their Baggage
External References
Additional Guidance
Frontline personnel are in the best position to note abnormalities that could indicate real or potential security
threats, or any other security concerns, so they should report any such condition to the attention of the head
of security and other relevant managers.
PAB 2.5.5 The provider shall have procedures to ensure the security and safe disposal of boarding
passes, transit cards, baggage tags and passenger information.
Auditor Actions

IGOM 1.2.1 Security of Documents

3. Documentation
3.1 General
PAB 3.1.1 The provider shall have a process to ensure the Policies and Procedures Manual (PPM), as
specified in ORM 3.2.1 and ORM 3.2.3, used in support of passenger and baggage operations
includes:
Auditor Actions

Additional Guidance
Various methods may be used (e.g., logs of read and sign, peer-to-peer briefings) to ensure staff are notified
of documentation change.
PAB 3.1.2 The provider shall have a process to ensure the required operational documentation is
accessible in a usable format in all station locations. Such required documentation includes:
(i) The current version of all applicable customer airline(s) operational manuals.
(ii) The current IATA Dangerous Goods Regulations (DGR) and addenda, if applicable, or
equivalent documentation.
(iii) The current emergency response plan (ERP) of the local airport authority and of the
customer airline(s), as applicable. (GM)
Auditor Actions

Sampled current DGR

Sampled current ERP
External References
AHM 620 Guidelines for an Emergency management System
Additional Guidance
A provider may be required to maintain only part of the manual for certain customer airlines.
Based on customer airline requirements and the types of ground operations conducted at a specific location,
only relevant parts of applicable manuals may be necessary.
“Accessible in a usable format” is intended to mean all applicable operational personnel can have free access
to any type of document as per the provider’s own documentation system in conformity to the requirements
per ORM Table 1.1.
Availability of only the provider’s manual may be sufficient when such manual is accepted by the customer
airline(s) or when a customer airline does not provide a manual.
4. Training
4.1 Passenger and Baggage Operations Training Program
PAB 4.1.1 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities within passenger and baggage operations
required to operate vehicles and/or self-powered equipment in airside areas are in the
possession of a valid driving license and complete airside driver training as per PAB Table
1–Airside Driver Training. (GM)
Auditor Actions

External References


Additional Guidance
Linked to ORM 4.1.2
complete job-specific training for their assigned operational function(s) as per PAB Table 2-
Passenger and Baggage Functional Training. (GM)
Auditor Actions

External References
Additional Guidance
Linked to ORM 4.1.2
complete dangerous goods training as per PAB Table 3–Dangerous Goods Training. The
recurrent training shall be completed within a 24-month period since the previous dangerous
goods training. (GM)
Auditor Actions

External References

DGR 1.5 DG Training
DGR Appendix H–Training Provisions Under the Competency-Based Training Approach.
Additional Guidance
Linked to ORM 4.1.2
personnel with duties and or responsibilities that require the operation of GSE for their
assigned operational function(s) complete the GSE specific training. (GM)
Auditor Actions

Additional Guidance
Linked to ORM 4.1.2

Tables
PAB Table 1–Airside Driver Training
Airside driver training for ground handling personnel shall address, as a minimum:
(i) General
(a) Role and responsibilities of vehicle operators
(b) Vehicle equipment standards
(c) Hazards of airside driving
(d) Reduced visibility procedures
(e) Accident and incident reporting procedures
(ii) Ramps (aprons), stands and airside roads
(a) Familiarization with ramp layout, operational stands, vehicle corridors, airside roads, aircraft taxi
lanes
(b) Airport rules, regulations and/or procedures pertaining to airside vehicle operations
(c) Procedures for crossing aircraft movement areas
(d) Pedestrian crosswalk rules
(iii) Maneuvering area Note 1
(a) Identification of obstacle-free areas and limited access areas
(b) Airport regulations and requirements
(c) Air Traffic Control
(d) Airport layout
(e) Maneuvering area driving
(f) Radio communication requirements and procedures
(g) Aircraft familiarization
Note 1: Applicable to vehicle operators that require operational access to maneuvering areas.
(iv) Evaluation
PAB Table 2–Passenger and Baggage Functional Training

Training for personnel with duties and/or responsibilities in operational passenger handling functions shall
address the following subject areas, as applicable to operational function(s):
(i) Passenger check-in policies and procedures
(ii) Baggage check-in policies and procedures
(iii) Manual check-in procedures
(iv) Cabin seating considerations, including exit row, special passengers
(v) Passenger boarding policies and procedures
(vi) Cabin access door operation, if applicable, in accordance with provisions in HDL 1.1
(vii) Boarding bridge operation, if applicable, in accordance with provisions in HDL 1.4 and related applicable
training
(viii) Dangerous goods regulations, considerations and procedures
(ix) Security regulations, considerations and procedures
(x) Load control consequences, coordination and procedures
(xi) Handling and boarding of weapons and authorized persons carrying weapons
(xii) Passengers requiring special handling
(xiii) Communication procedures (customer airlines, load control, authorities, others)
(xiv) Data protection and security
(xv) Document protection and security
(xvi) Abnormal and emergency procedures (fire, dangerous goods, security, other)
(xvii) Health and safety
(xviii) Emergency response procedures
(xix) Airline-specific procedures (as applicable)

PAB Table 3–Dangerous Goods Training

Training for personnel with duties and/or responsibilities in passenger handling functions shall address
(ii) Limitations and procedures
(iii) Labelling and marking
(iv) Recognition of undeclared dangerous goods
(v) Provisions for passengers and crew
(vi) Emergency procedures
(vii) Airline-specific procedures (as applicable)
Section 4 — (Intentionally Open)
GOSM Ed 8, April 2019 141

142 GOSM Ed 8, April 2019
Section 5 — Aircraft Handling and Loading (HDL)
Changes to GOSM Section 5 (HDL)
Acceptable Means of Provider using IGOM has the ISAGO Standard and Recommended Practice
Conformity (GOSARP) accepted as Documented.
HDL 1.1.1 Simplified wording.
HDL 1.1.2 to 1.1.7 New GOSARPs (renumbered).
HDL 1.2.1 New wording (maintenance program).
HDL 1.2.2 to 1.2.5 Renumbered (and HDL 1.2.2 expanded wording).
HDL 1.2.6 to 1.2.14 New (renumbered and HDL 1.2.9, new wording).
HDL 1.3.1 Renumbered.
HDL 1.3.2 to 1.3.15 Removed (renumbered).
HDL 1.4.1 to 1.4.8 Renumbered.
HDL 1.8.3 New wording.
HDL 1.8.4-1.8.9 Renumbered and simplified wording.
GOSM Ed 8, April 2019 HDL 143

Changes to GOSM Section 5 (HDL)
HDL 1.8.10 New standard.
HDL 2.1.1-2.1.2 Simplified wording.
HDL 2.2.1-2.2.2 Upgraded to standard.
HDL 4.1.1 to 4.1.5 Renumbered.
HDL 4.1.6 Removed.
HDL 144 GOSM Ed 8, April 2019
Aircraft Handling and Loading (HDL)
Applicability
program and GSE maintenance program requirements are considered procedures).
Section 5 addresses aircraft servicing and loading operations (hereinafter “aircraft handling operations”),
which includes the following functions:
• Aircraft access
• Ground support equipment (GSE)
• Operation of passenger boarding equipment
• Aircraft servicing
• Unit load devices (ULDs)
• Catering
• Aircraft loading
• Dangerous Goods
• Other special loading
• Security
• Hold baggage
• Aircraft security.
• Documentation
• Training
Providers of catering services, to be in conformity with ISAGO requirements, shall operate in accordance with
HDL 1.7 and the following provisions:
• ORM Section 1
• HDL 1.1 Aircraft Access (all)
• HDL 1.2 GSE Movement (1.2.1, 1.2.2, 1.2.4, 1.2.5, 1.2.7, 1.2.8, 1.2.10, 1.2.11, 1.2.12, 1.2.13)
• HDL 1.3 Passenger Boarding Bridge and Stairs (1.3.1)
• HDL 1.4 Passenger Boarding Bridge
HDL 1.3.1, 1.4.1 and 1.4.3 are always applicable to those providers not operating a boarding bridge.
Some External References are identified with (RSR). This indicates a GOSARP involving a procedure having
a Red Safety Risk Index Value in the Risk Assessment Table (Ref. to AHM 610 4.5 Risk Assessment Matrix).
References to HDL services are reported in the Standard Ground Handling Agreement (SGHA) Section 3
Ramp Services, Chapters 3.1 Baggage Handling, 3.4 Ancillary Items, 3.6 Loading and Unloading, 3.7 Safety
Measures, 3.11 Hygienic Services, 3.12 Water Services and 3.15 Restaurant Ramp Management.

All GOSARPs apply unless determined otherwise by the ISAGO auditor while performing the audit
related to the HDL section may be combined with the other training discipline requirements to be qualified to
1.1 Aircraft Access
HDL 1.1.1 The provider shall have a process that ensures the operation of aircraft access doors,
applicable to each type of aircraft, is in accordance with the requirements of the customer
airline(s) served at the station. (GM)
Auditor Actions

applicable.
Observed operation of aircraft access doors applicable to each aircraft type.
IGOM 4.4 Aircraft Doors
IRM References
Aircraft Access Door
Additional Guidance
Aircraft access doors are:

• Cabin access doors (passenger cabin doors)
• Cargo compartment doors
• Bulk cargo compartment doors
• Upper and lower deck cargo compartment doors
The operation of access doors is different for the various aircraft manufacturers and types.
Customer airline(s) might have certain elements of cabin access door operation in their Operations Manual
(OM) that adds to, or differs from, from the IGOM or the provider.
The provider must obtain, review and implement the specific requirements for each of their customer airlines
at the station.
Access door procedures should include:

• Inspection of access doors prior to operation
• Operation of handles, panels
• Safety requirements
• Door sill locks/latches
HDL 1.1.2 The provider shall have procedures to ensure all GSE is positioned by the cabin access door
in a manner that:
(i) Minimizes gaps in the walking surfaces between the aircraft and equipment.
(ii) If equipped with side railings, they are extended to the fuselage once positioned. (GM)
Auditor Actions

Observed GSE positioning operations (focus: minimize gaps in walking surfaces between aircraft and
equipment; side railings, if used, must be raised/extended to the fuselage).
IGOM 3.1.3.5 Passengers Boarding Bridge

IGOM 3.1.3.6 Passengers Stairs (RSR)
External References
Additional Guidance
Apply to all equipment positioned by an aircraft cabin access door (e.g., include PRM lift vehicles, catering
trucks).
With certain types of platforms or stairs, a perfect match will not be possible; however, gaps would typically be
minimized to a safe level.
Side railing deployment that interfaces with the cabin door is typically applicable only to specific GSE such as
passenger stairs, catering trucks, or other elevating equipment.

HDL 1.1.3 The provider shall have procedures for opening aircraft cabin access doors, applicable to each
type of door operated, to ensure:
(i) Cabin doors are operated in accordance with the procedures of the customer airline(s)
served at the station.
(ii) When a cabin door is opened from inside the aircraft by airline crew, ground personnel
must communicate via nonverbal signals to confirm that the GSE is in position and that it
is clear to open the door.
(iii) Ground personnel must retreat to a safe position before the cabin access door is opened.
(GM)
Auditor Actions

Observed aircraft cabin access door opening operations for all types of aircraft operated at the station.
IGOM 4.4.2.2 Opening of Cabin Access Doors from Inside by Trained Crew
IGOM 4.4.2.3 Opening of Cabin Access Doors from Inside by Authorized and Trained Ground Staff
IGOM 4.4.2.5 Opening of Cabin Access Doors from Outside with no Crew/Ground Staff on Board
IGOM 4.4.2 Cabin Access Doors (RSR)
IRM References
Integral Airstairs
Additional Guidance
Cabin access doors shall only be in the open position if there is an appropriate boarding device positioned at
the door. Cabin access doors may not be opened without appropriate equipment positioned at the door.
HDL 1.1.4 The provider shall have procedures for closing an aircraft cabin access door, applicable to
each type of door operated, to ensure ground handling personnel:
(i) Operate cabin doors in accordance with the procedures of the customer airline(s) served
at the station.
(ii) Conduct an exterior inspection for obstructions that could hinder cabin door closure
before attempting to close door.
(iii) Assist the cabin crewmember, as necessary, in initiating the cabin door closing
movement.
(iv) Inspect the cabin door after closure to confirm the aircraft door handle is flush with the
fuselage. (GM)
Auditor Actions

Observed closing cabin door operations (focus: exterior inspection for obstructions; assist cabin crew if
required during door(s) closure; observed that door(s) are fully closed and handle is flush with fuselage).

IGOM 4.4.2.7 Closing Cabin Access Doors
External References
Additional Guidance
Ground handling personnel to provide a timely communication of the existence of any obstructions to
personnel onboard the aircraft to prevent damage to the door.
With the door closed, the external opening handle shall be aligned with the fuselage surface.
Assisting to initiate the door closing movement could prevent possible injuries to the cabin crewmember.
HDL 1.1.5 The provider shall have procedures for reopening an aircraft cabin access door after it has
been closed. The procedures shall be applicable to each type of cabin door operated at the
station and they must ensure ground handling personnel do not commence to reopen a door
unless specifically authorized by the flight crew of the aircraft. (GM)
Auditor Actions

Observed reopening of aircraft cabin door(s).

IGOM 4.4.2.8 Re-Opening Cabin Access Doors

IRM References
Pilot-in-Command (PIC)
External References
Additional Guidance
In the event the ground handling personnel require a door to be reopened, appropriate communication with
the flight crew would be necessary to gain authorization.
HDL 1.1.6 The provider shall have procedures to ensure, in accordance with requirements of the
customer airline(s), that prior to the operation of any cabin access door, an appropriate
boarding device, including the passenger boarding bridge:
(i) Is positioned at a cabin access door prior to door opening.
(ii) Remains positioned at a cabin access door at all times when such door is open unless an
appropriate fall prevention device is placed across the open door.
(iii) Is removed from a cabin access door immediately after such door is closed by an
authorized person. (GM)
Note: This GOSARP does not apply if the cabin access door has integral air stairs and they are deployed.
Auditor Actions

Observed GSE positioning by cabin access door before opening, as per standard requirements.

IGOM 4.4.2.1 Cabin Access Doors General
External References
Additional Guidance
Some aircraft types with certain galley configurations require the cabin door to be opened to provide sufficient
space to allow for the servicing of trash bins. However, the cabin door is not fully swung open. Once the trash
bin servicing is completed, the cabin door should be immediately closed and secured.
If an aircraft cabin access door is fitted with integral air stairs, and such air stairs are deployed and in use, this
GOSARP is not applicable. However, if a cabin access door is equipped with retractable integral air stairs
(e.g., B737), and such air stairs remain retracted when the door is open, this GOSARP is applicable.
An appropriate fall prevention device consists of equipment or material, or a combination of both, that is
designed to arrest, or prevent, the fall of a person from an open door. Examples include an industrial safety
net, catch platform or safety harness system (other than a travel restraint system). The door strap installed on
most aircraft cabin doors is not considered an appropriate fall prevention device.
For all-cargo aircraft, where the GSE must be removed to allow the aircraft access door to be opened or
closed, procedures are to be in place to permit door operation in a manner that ensures the safety of
personnel involved.
HDL 1.1.7 The provider shall have procedures for opening and closing the aircraft cargo hold doors,
applicable to each type of door operated, to ensure:
(i) Access doors are operated in accordance with the procedures of the customer airline(s)
served at the station.
(ii) For door clearance, adequate space shall be allowed with the GSE to avoid interference
during door movement. (GM)
Auditor Actions

Observed aircraft cargo door operations.
IGOM 4.4.3.1 Opening Cargo Hold Doors

IGOM 4.4.3.2 Closing Cargo Hold Doors
IGOM 4.4.3 Cargo Hold Doors (RSR)
IRM References

Integral Airstairs
Additional Guidance
Cargo hold doors shall be operated by trained and authorized personnel only. Manual operation of electrical
or hydraulically operated doors is usually accomplished by maintenance personnel or flight crew.

1.2 Ground Support Equipment (GSE)
HDL 1.2.1 The provider shall have a maintenance program to ensure that GSE:
(i) Is maintained in serviceable and good condition prior to being used in ground operations.
(ii) When found to be defective, is reported and evaluated for removal from service.
(iii) Is tagged as “Out of Service” and removed from operations, when applicable.
(iv) Maintenance is documented in records and such records are retained for a period
specified by the applicable regulations. (GM)
Auditor Actions

IRM References
External References

AHM 917 Basic preventive Maintenance Program/Schedule
Additional Guidance
Maintenance programs would typically be designed to be in accordance with one of the following:
• Equipment manufacturer’s recommendations.
• Adequate provider GSE fleet management policies.
• AHM Chapter 9.
• Any combination of the above, depending on the GSE fleet specifics, such as, but not limited to: age of
the equipment, availability of maintenance documentation, frequency of use, whether the equipment is
under warranty or not, maintenance experience/track-record, etc.
Note: If the GSE maintenance is outsourced, the GSE GOSARPs are still applicable and shall be assessed
HDL 1.2.2 The provider shall have procedures that ensure GSE is subjected to a walkaround and safety
check to verify the equipment is serviceable, prior to being used in operations, and the GSE is
used in accordance with the specific safety requirements. (GM)
Auditor Actions

Observed general inspection process of GSE prior to use.
IGOM 3.1.3.2 Basic Operating Requirements for Ground Support Equipment (RSR)
IGOM 4.5.2 Safety Requirements Specific to Aircraft Loading Operations
External References
Additional Guidance
If any system, control level or protective devices are identified as substandard or unserviceable during the
pre-inspection, the GSE shall NOT be used for ground servicing of an aircraft.
The provider’s GSE program must outline reporting and tagging procedures of unserviceable GSE, and the
reporting to GSE maintenance for repair.
The procedures must ensure there is no possibility for someone else to use the equipment.
The GSE must be used in compliance with the operational safety precautions to avoid personnel injuries or
damage to the equipment and aircraft.
HDL 1.2.3 The provider shall have procedures that ensure GSE is parked:
(i) Only in designated airside equipment parking areas when not in use.
(ii) In a manner that does not obstruct access to firefighting equipment.
(iii) In a manner that does not obstruct access to the fuel hydrant emergency stop switch.
(GM)
Auditor Actions


IGOM 3.1.3.2 Basic Operating Requirements for GSE (RSR)
External References
HDL 1.2.4 The provider shall have a procedure that prohibits GSE from being moved or driven across the
path of:
(i) Taxiing aircraft
(ii) Embarking or disembarking passengers on the ramp (GM)
Auditor Actions

IGOM 3.1.3.1 General Safety Instructions (RSR)
External References
AHM 462 Safe Operating practices in Aircraft Handling
HDL 1.2.5 The provider shall have a procedure that prohibits GSE from being driven with elevating
equipment in the raised position, except during final positioning of the equipment to the
aircraft. (GM)
Auditor Actions


IGOM 3.1.3.9 Elevating Equipment
Additional Guidance
Some GSE can be driven with some of the lifting surfaces in the raised position; when this occurs, the driver’s
visibility is affected, which causes a dangerous situation.
The operation of a hydraulic system while driving (such as raising a belt) may impact other hydraulically
operated controls (such as the brakes).
HDL 1.2.6 The provider shall have procedures that require all loaded dollies or transporters to secure the
load from movement by using locks, stops, rails, or straps at all times, except when the load is
being transferred onto, or off of, the dollies/transporters. (GM)
Auditor Actions

IGOM 4.5.2.2 Use of Carts and Dollies
External References
AHM 427 Aircraft Handling and Loading
Additional Guidance
Cargo and baggage may be loaded inside ULDs or bulk loaded. ULDs are transported on dollies. Bulk load is
carried in baggage carts.
All locks and latches on dollies must be raised prior to movement.
Baggage carts usually have doors or curtains; these must be closed and secured prior to movement.
The provider must ensure all nets, ropes, straps, protective materials, etc. are not able to drag on the ground,
or get jammed in rollers, ball mats or wheels.
HDL 1.2.7 The provider shall have procedures to ensure the movement of GSE operated in close
proximity to aircraft, when the vision of the GSE operator is or might be restricted, is directed
by one or more guide persons and:
(i) Hand signals are utilized by the guide person(s).
(ii) The guide person(s) is (are) positioned so that clearance from the aircraft, other
equipment, vehicles or facilities can be accurately judged, and signals can be visually
communicated to the GSE operator.

(iii) If visual contact with the guide person(s) is lost, the GSE operator stops movement of the
GSE immediately. (GM)
Auditor Actions

IGOM 3.1.3.4 Ground Support Equipment Safety Driving and Parking Inside ERA (RSR)
IGOM 3.4.2 Condition for Using Hand Signals (RSR)
External References
AHM 463 Safety Considerations for Aircraft Movement Operations

HDL 1.2.8 The provider shall have procedures to ensure the operator of motorized GSE:
(i) Drives no faster than walking pace.
(ii) Parks inside the equipment restraint area (ERA).
(iii) Makes one complete safety stop prior to entering the ERA, or at five meters from the
aircraft. (GM)
Auditor Actions

IRM References
Equipment Restraint Area (ERA)
External References
AHM 615 Management Review
Additional Guidance
GSE movement around an aircraft:

Drive tractors and carts within speed limits according to local airport regulations and take care to avoid sharp
turns, jerks and sudden stops.
Vehicles/GSE that are not directly involved in the handling or servicing of the aircraft shall not be driven
through or parked within the ERA and do not drive or park under the aircraft fuselage and/or wing.
HDL 1.2.9 The provider shall have procedures for non-motorized Air Start Unit (ASU), Pre-Conditioned
Air (PCA) and Ground Power Unit (GPU) to:
(i) Avoid being connected to the tractor and aircraft at the same time.
(ii) When parked and/or not connected to motorized vehicles, all non-motorized GSE must
have brakes set or chocks in place
(iii) Before towing the unit away, make sure that the unit is disconnected from the aircraft and
cables and hoses are securely stowed prior to transportation. (GM)
Auditor Actions

IGOM 3.1.3.2 Basic Operations Requirement for GSE (RSR)

IGOM 3.1.3.3 Non-Motorized Ground Service Equipment
External References
Additional Guidance
As precaution, avoid connecting non-motorized GSE to the tractor and to the aircraft at the same time. The
operator shall maneuver GSE carefully to prevent personnel injury and/or aircraft damage.
HDL 1.2.10 The provider shall have procedures to ensure unattended vehicles or motorized GSE, when
positioned at or near the aircraft, except as specified in HDL 1.2.11, have the parking brake
applied with the gear selector in park or neutral, and wheel chocks installed, if equipped.

Auditor Actions

HDL 1.2.11 The provider shall have procedures to ensure the operator of self-powered GSE that is
positioned at the aircraft, and is being used during operations:
(i) Remains in a position within easy reach of the emergency controls.
(ii) Remains in the operating position and in control of the equipment, if the equipment is not
fitted with external emergency controls.
(iii) Does not leave GSE unattended with engine running, except in cold weather operations
with the GSE chocked. (GM)
Auditor Actions

Interviewed the manager responsible for the documentations
External References
HDL 1.2.12 The provider shall have procedures to ensure GSE, when positioned at the aircraft:
(i) Has the stabilizers deployed, if fitted with stabilizers.
(ii) Has auto-leveling engaged, if fitted with an auto-leveling system.
(iii) Has handrails deployed in the raised position or fall protection is utilized in accordance
with local requirements.
(iv) Has GSE attachment fittings, belt loaders, transfer bridges or platforms correctly
deployed when the equipment is in position at the aircraft access door.
(v) Is not positioned at the aircraft with the protective rubber bumpers against the fuselage,
with the exception of passenger loading devices. (GM)
Auditor Actions


IGOM 3.1.3.3 Non-Motorized GSE
IGOM 3.1.3.5 Passenger Boarding Bridge
IGOM 3.1.3.6 Passenger Stairs (RSR)
IGOM 3.1.3.7 Belt Loader (RSR)
IGOM 3.1.3.8 Unit Load Device Loader (RSR)
IGOM 3.1.3.9 Elevating Equipment (RSR)
IGOM 3.1.3.10 Tractors (RSR)
External References
Additional Guidance
If stairs are positioned at the aircraft for the purpose of passenger boarding or deplaning, cabin access doors
must not be opened until the stairway stabilizers are deployed.
Stabilizers must remain deployed until the aircraft access door is closed.
In situations where handrails on GSE are not deployed in the raised position, the use of fall protection (in
accordance with local requirements) is acceptable as an alternate means of conformity.
The boom of the belt loader shall never be positioned inside the cargo hold of any aircraft, except for specially
designed belt loaders that require the equipment to be positioned inside the cargo hold.
Handrails must be retracted during GSE movement and positioning; they are extended once the GSE is in
position at the aircraft.
A “No Touch” policy shall be employed for all GSE types, with the exception of passenger loading devices.
HDL 1.2.13 The provider shall have procedures to ensure GSE, when positioned at the aircraft, does not:
(i) Obstruct the evacuation of persons from the aircraft in an emergency.
(ii) Prevent or obstruct the movement of a fueling vehicle away from the aircraft.
(iii) Unnecessarily impede the accomplishment of other aircraft handling operations in

progress. (GM)

Auditor Actions

External References
Additional Guidance
A fueling vehicle (truck, bowser, tanker, servicer) must always have an unobstructed path to exit away from
the aircraft in case of emergency. Providers are reminded NOT to leave baggage carts or belt loaders parked
in front of the fueling vehicle.
HDL 1.2.14 The provider shall have procedures to ensure, when passengers are onboard or
embarking/disembarking from an aircraft being fueled, the area beneath such exits is kept
clear of GSE and/or other obstructions. (GM)
Auditor Actions

IGOM 3.2.3 Fueling/Defueling With Passengers on Board
External References
1.3 Boarding Bridge and Stairs Inspection
HDL 1.3.1 The provider shall have procedures to ensure the walking surfaces of passenger boarding
bridges and/or stairs are inspected and free from conditions that could cause injury to
passengers or ground handling personnel. (GM)
Auditor Actions


IGOM 3.1.3.6 Passenger Stairs (RSR)
Additional Guidance
Ensuring passenger walking surfaces are clean of undesired substances will prevent conditions that could
lead to slipping, tripping or falling, and the resulting injuries. Substances that could typically contribute to
unsafe walking conditions include snow, ice, standing water, catering trash, oil, hydraulic fluid or deicing fluid.
1.4 Passenger Boarding Bridge
HDL 1.4.1 The provider shall have procedures to ensure the passenger boarding bridge is parked in the
fully retracted position:
(i) Prior to aircraft arrival
(ii) Prior to aircraft departure movement (GM)
Auditor Actions


Additional Guidance
Aircraft passenger bridges that are drivable up to the aircraft pose a risk and can cause aircraft damage.
Usually, the bridge makes contact with the engines on the left side of aircraft, resulting in extensive damage to
engine cowlings.
Markings on the apron identify the correct parking position for the bridge before aircraft arrival and departure.
Some automated guide-in systems have safety features preventing the bridge from movement unless they
are parked in correct position.
If the provider does not physically operate the bridge, but has ramp supervision duties, they must also have
oversight of this requirement to ensure proper bridge parking was done.
Further guidance can be found in the ACI Apron Safety Handbook 2.3.1.
HDL 1.4.2 The provider shall have procedures to ensure personnel, equipment and vehicles are clear of
the passenger boarding bridge movement path prior to movement of the bridge. (GM)
Auditor Actions

Additional Guidance
Most passenger boarding bridges have cameras underneath to see the area below the bridge; however,
visibility is limited and procedures shall be in place to ensure a clear path.
Any ground power cables and conditioned air hoses in the area must be stowed while the bridge is moving.
HDL 1.4.3 The provider shall have procedures to ensure, during the positioning of the passenger
boarding bridge:
(i) Only the bridge operator is in the bridgehead.
(ii) If vision is restricted, a guide person is used and is in a position to accurately judge
clearances and communicate signals to the driver/operator, or operation is assisted by a
video monitoring system. (GM)
Auditor Actions

Observed passenger boarding bridge operations.
Additional Guidance
To reduce the risk of falling while the bridge is in motion, only the bridge operator shall be in the bridgehead.
Some bridges have doors at the end of the bridge. If equipped, the doors shall be closed while the bridge is
moving.
Access to the bridgehead may be allowed to authorized person (i.e., trainers, customer airline observer,
auditor).
In general, bridges with limited visibility are equipped with a video camera allowing the operator to monitor
clearances without a guide person. When this is not the case, guide person(s) shall be used. They shall be
standing on the apron in positions to ensure:
• They have an unobstructed view of the bridge operator.
• Their position allows a clear view to judge clearance between the bridge and the aircraft.
• They are able to provide visual signals to the bridge operator.
HDL 1.4.4 The provider shall have procedures to ensure the passenger boarding bridge is moved slowly
to the aircraft cabin access doorsill:
(i) Until the bridge safety bar just touches the aircraft.
(ii) In a manner that prevents damage to aircraft components protruding from the fuselage.
(GM)
Auditor Actions

Observed passenger boarding bridge operations.

External References
Additional Guidance
Protrusions would include various antennae, sensors and probes located near the access door. In general,
proximity sensors are installed to limit bridge speed while approaching the aircraft in the final phase, but they
shall not be used as the main source of reference to prevent aircraft damage.
HDL 1.4.5 The provider shall have procedures to ensure, once the passenger boarding bridge is in
position at the cabin access door, the bridge auto-leveling safety system is engaged. (GM)
Auditor Actions

External References
Additional Guidance
The auto-leveling system shall be engaged to ensure the aircraft movements up and down due to loading and
unloading procedures are compensated for and the aircraft cabin door do not come in contact with the
passenger boarding bridge platform.
These auto-leveling systems must immediately be engaged once the bridge is docked on an aircraft. These
safety devices are equipped with alarms that sound once the unit begins to malfunction. When this alarm is
heard, immediate action must be taken as there is a risk of imminent damage to the cabin door.
HDL 1.4.6 If the passenger boarding bridge is fitted with devices that prevent operations by unauthorized
persons when an operator is not at the controls, the provider shall have procedures to ensure
such controls are secured. (GM)
Auditor Actions

Additional Guidance
Passenger boarding bridge operator control panels are usually found on the bridge platform. The bridge
controls can be accessible to passengers (especially children) as they board.
Some bridges have safety controls protecting critical switches. If so equipped, these safety controls must be
engaged to prevent operation by unauthorized persons.
HDL 1.4.7 If the passenger boarding bridge is fitted with safety barriers, the provider shall have
procedures to ensure such barriers are placed across the forward opening of the passenger
boarding bridge platform prior to removal from the cabin access door. (GM)
Auditor Actions

External References
Additional Guidance
An effective safety device prevents personnel from inadvertently falling from the passenger boarding bridge
opening (e.g., roll-down door).

HDL 1.4.8 The provider shall have procedures to ensure passenger boarding bridge malfunctions are
reported to the appropriate authority in a timely manner. (GM)
Auditor Actions

Reviewed procedures as per HQ requirements, including local SOPs, as applicable (Focus: Malfunctions
reports records).
IGOM 3.1.3.5 Passenger Boarding Bridge (PPB)
External References
Additional Guidance
Passenger boarding bridges are equipped with sensors and devices that ensure a safe operation and
minimize the risk of damage to the aircraft.
Bridges are normally equipped with proximity sensors, auto-leveling devices, video cameras, control panel
devices, and platform safety straps.
If any part is not properly functioning, the bridge must not be used, and malfunctions are to be reported to the
appropriate authority in a timely manner.
1.5 Aircraft Servicing
Note: The following provisions under Subsection 1.5 are applicable to a provider that conducts aircraft servicing
functions. Nevertheless, some of the sub-requirements might still be applicable when the provider is engaged in
certain aspects of ramp operations and shall, therefore, be assessed accordingly. Individual applicability shall
be determined and verified by the auditor.
HDL 1.5.1 The provider shall ensure procedures are in place and followed by ground handling personnel
during aircraft fueling operations which address:
(i) Aircraft protection
(ii) Fuel safety zone
(iii) Fuel hose safety
(iv) Fuel spillage
(v) Ground support equipment
(vi) Notification to persons onboard the aircraft
(vii) Aircraft evacuation (GM)
Auditor Actions

Observed aircraft fueling operations.
IGOM 3.2.1 Fueling Safety Zone

IGOM 3.2.2 Fuel Spillage
IGOM 3.2.3 Fueling/Defueling with Passengers on Board
External References
HDL 1.5.2 The provider shall have procedures for aircraft toilet servicing operations that address:
(i) Operation of aircraft access panels or doors
(ii) Operation of aircraft servicing controls
(iii) Equipment-to-aircraft interface
(iv) Clean-up and leakage check (GM)
Auditor Actions

Observed toilet servicing.
IGOM 3.5 Toilet Servicing

External References
AHM 441 Aircraft Toilet Servicing
Additional Guidance
Leakage check shall be accurate to avoid ice formation during flight (known as blue ice).
HDL 1.5.3 The provider shall have procedures for potable water servicing operations that address:
(i) Operation of aircraft access panels or doors
(ii) Operation of aircraft servicing controls
(iii) Equipment-to-aircraft interface
(iv) Clean-up and leakage check (GM)
Auditor Actions

IGOM 3.6 Potable Water Servicing
External References
AHM 440 Potable Water Servicing
Additional Guidance
The tank fill point shall have a quick connect water fill coupling with cap.
Leakage check shall be accurate to avoid ice formation during flight (known as blue ice) Ref. HDL 1.5.2.
HDL 1.5.4 The provider shall have procedures for the application of water quality standards in the
preparation, handling and inspection of aircraft potable water to ensure no contamination is
uploaded into the aircraft, in accordance with local health authorities and those of the
customer airline(s) at the station. (GM)
Auditor Actions

External References
HDL 1.5.5 The provider shall have procedures for the operation of aircraft potable water servicing
equipment to ensure such equipment is operated and positioned in a manner that will prevent
contamination of potable water to be loaded into the aircraft. (GM)
Auditor Actions

Observed potable water servicing operations.
External References
1.6 Unit Load Devices (ULDs)
Note: Refer to Section 1 of this manual (ORM), Subsection 2.3 Ground Operation Management of ULD
Airworthiness and Serviceability for provisions that are applicable to the management of ULDs in station aircraft
handling and loading operations.

1.7 Catering
HDL 1.7.1 The provider for catering operations, in addition to requirements for premovement inspection
as per HDL 1.2.2, shall have procedures to ensure that:
(i) The load is properly secured (incl. cart brakes), tied down and all doors and shutters are
closed.
(ii) Seal and security documentation is completed and checked. (GM)
Auditor Actions

Observed catering vehicle approach of the aircraft
HDL 1.7.2 The provider shall have procedures for catering operations to ensure that:
(i) The catering vehicle approaches the aircraft only after the anti-collision lights have been
switched off and the aircraft wheels are chocked.
(ii) Prior to approach, a visual check of the aircraft must be made to ensure no signs of
damage.
Auditor Actions

Observed catering vehicle approach and positioning to the aircraft.
IGOM 3.1.2 General Ramp Safety

IGOM 3.1.3.2 Basic Operating Requirement for GSE (RSR)
HDL 1.7.3 The provider for catering operations, in addition to requirements for GSE approaching and
positioning at the aircraft as per HDL 1.2.7 and HDL 1.2.8, shall have procedures to ensure
that:
(i) The vehicle’s loading platform is always perpendicular to the aircraft door sill.
(ii) The catering vehicle is chocked with at least one chock at the front and one chock at the
rear of the same wheel.
(iii) Vehicle stabilizers are extended (if equipped).
Auditor Actions

Observed catering vehicle positioning at the aircraft.

HDL 1.7.4 The provider for catering operations, in addition to requirements for GSE positioning at the
aircraft as per HDL 1.1.2, shall have procedures to ensure that:
(i) The vehicle body entry door is closed and latched.
(ii) The vehicle body is raised to the correct height, level with the aircraft door sill.
(iii) The vehicle engine is shut off.
Auditor Actions

Observed catering vehicle positioning at the aircraft.


HDL 1.7.5 The provider for catering operations shall have procedures to ensure that the aircraft servicing
is conducted as follows:
(i) Carts are pushed on and off the aircraft (no pulling).
(ii) No equipment is staged on the platform.
(iii) Clearance between the aircraft door and vehicle platform is continually checked.
(iv) Security seals are checked and all equipment is stowed as per airline procedures.
Auditor Actions

Observed catering servicing operations.

HDL 1.7.6 The provider for catering operations shall have procedures to ensure that preparation for
backing off from the aircraft is conducted as follows:
(i) Load in the vehicle must be properly secured and cart brakes set, and loading platform
retracted.
(ii) Guardrails shall be retracted and ground clearance over both sides of the truck shall be
checked.
(iii) Vehicle body shall be lowered into the fully lowered position.
(iv) Front vehicle body door shall be closed and secured.
(v) After exiting, the door of vehicle body shall be closed and latched.
(vi) A walkaround inspection to check for foreign objects that can cause damage to the
aircraft (FOD) and stabilizer clearance shall be performed.
(vii) Stabilizers shall be raised.
Auditor Actions

Observed catering vehicle operations.

HDL 1.7.7 The provider for catering operations shall have procedures to ensure that the backing off from
the aircraft is conducted as follows:
(i) The back-off route shall be checked to ensure that the area is clear of obstructions.
(ii) The rear chock shall be removed from the wheel and the front chocks shall be left in
position.
(iii) When a guide person is used, guide person must be positioned at the rear of the truck on
the wing side and in full view of the operator and use approved hand signals. The
operator must stop immediately if the guide person is out of sight.
(iv) Once back off is completed, the front chocks shall be retrieved and stowed.
Auditor Actions

Observed catering vehicle operations.

HDL 1.7.8 The provider, during catering operations, when operating in high wind conditions, shall have
procedures to ensure that:
(i) Increased distance between the vehicle and the aircraft is maintained.
(ii) No loose items are stowed on the vehicle loading platform.
(iii) No loose items are transported on top of catering carts
(iv) Only one catering cart at a time can be pushed using both hands.
(v) Operations conducted with high loaders at wind speeds greater that 40 knots are
prohibited. (GM)

Auditor Actions

Observed catering vehicle operations in high wind conditions
IGOM 3.3 Adverse Weather Conditions (RSR)
External References
Additional Guidance
In general, the airport provides indications of high wind conditions and specific operational procedures.
Definitions of high wind conditions vary from airport to airport.
Design of newer catering vehicles has improved, adding stabilizers to almost every size. These changes may
prompt a false sense of safety, or possibly a disregard for the wind’s destructive force.
Extreme caution shall be used while operating in such conditions to ensure adequate safety levels for the
people and equipment.
1.8 Aircraft Loading Offloading Operations
HDL 1.8.1 The provider shall have procedures to ensure aircraft are loaded:
(i) In accordance with written loading instructions.
(ii) In a manner that prevents movement or spillage during flight. (GM)
Auditor Actions

IGOM 4.5.1 Supervision of Aircraft Loading (RSR)

IGOM 4.5.4 Spills in Cargo Holds
IGOM 4.5.12 Securing of Loads (RSR)
IRM References
Loading Instruction/Report (LIR)
External References

DGR 9.3 Loading
Additional Guidance
Effective procedures ensure precautions are taken during the loading to prevent aircraft damage and injuries
to personnel.
HDL 1.8.2 The provider shall have procedures to ensure a qualified person is designated as a loading
supervisor for all aircraft loading and offloading operations with the responsibility for ensuring
the aircraft is loaded or offloaded in accordance with applicable loading procedures and
instructions. (GM)
Auditor Actions


IGOM 5.4.1.3 Offloading Instructions
External References

Additional Guidance
The person in charge of, and responsible for, the safe and efficient loading and offloading of the aircraft, as
well as the protection of the goods carried, will ensure the aircraft is loaded as specified by the load agent, in
accordance with the customer airline(s) procedures. In some cases (e.g., special flights), the loading
supervisor could be provided by the customer airline operating the aircraft (e.g., flying loadmaster).

HDL 1.8.3 The provider shall have procedures to ensure, when an offload is completed, a final check of
all cargo holds must be conducted to inspect each cargo hold for:
(i) Damage to the compartment or malfunction of floor locks.
(ii) Spills in the hold that may have occurred.
(iii) Baggage, cargo or any other item that may have been left onboard the aircraft that should
not be present in the hold. (GM)
Auditor Actions

IGOM 4.5.5 Cargo Hold Inspection

IGOM 4.5.5.4 Container/Pallet Restraint System (RSR)
Additional Guidance
Compartment separator nets must be secured prior to all flight departures. Between offload and onload,
compartment nets must be secured inside aircraft compartments and not left hanging outside.
HDL 1.8.4 The provider shall have procedures to ensure, prior to being loaded into an aircraft, ULDs and
other items are inspected for damage, and if found damaged, are not loaded into the aircraft.
(GM)
Auditor Actions

IGOM 2.4.1.2 ULD Preparation and Build-up

IGOM 4.5.9 Loading Procedure (RSR)
Additional Guidance
Damaged ULDs, besides the operational implications, can pose a threat to staff safety (handling and loading),
content (damage, loss, protection) and the aircraft (damage).
Procedures, in accordance with requirements of customer airline(s), shall be defined to address the control,
handling and reporting of damaged ULDs.
HDL 1.8.5 The provider shall have procedures to ensure ULDs to be loaded into an aircraft are
crosschecked by unit number, commodity, weight (if applicable), number of pieces (if
applicable) and destination with the Loading Instruction Report (LIR). (GM)
Auditor Actions

IGOM 4.5.9 Loading Procedures (RSR)

IGOM 4.5.8.2 Identifying Shipment Requiring Special Handling
External References
AHM 420 Tagging of Unit Load
Additional Guidance
The Ramp Loading Lead or Ramp Loading Supervisor monitors, verifies and records the onload operations.
The LIR is used to record the actual loading details, including the ID numbers, weights and aircraft position of
the ULDs loaded. The Ramp Loading Lead or Ramp Loading Supervisor shall confirm and record that the
planned load was loaded as planned on the LIR and communicate the completed LIR to Load Control prior to
aircraft departure.
HDL 1.8.6 The provider shall have a process to ensure the aircraft loading information and data is
accurate, documented and such data is transferred to the individual responsible for the
calculation of the final weight and balance. (GM)
Auditor Actions

IGOM 1.1.7 Passenger Boarding

IGOM 2.2 Checked Baggage

External References
Additional Guidance
Load data transfer shall be verified to ensure correct and updated information to Load Control. Typically, data
is transferred to Load Control as follows:
• Passenger: automatically at check-in closure on the weight and balance system.
• Baggage: entered in the make-up areas/offices directly on the weight and balance system.
• Cargo: entered by the cargo warehouse on the weight and balance system.
• Mail: Load Control office is generally advised of weights to be entered in the system.
• Company material (COMAT): provided by the airline and handled as per cargo or per mail, depending on
the airline’s procedures.
Deviation to the above might apply, depending on the automation of the departure control system (DCS)
used and the interaction with the customer airline(s) DCS system(s).
HDL 1.8.7 The provider shall have procedures for ensuring, once an aircraft has been loaded, a Load
Instruction Report (LIR) is:
(i) Completed and certified by the supervisor responsible for aircraft loading
(ii) Communicated to Load Control
(iii) Retained as per customer airline requirements (GM)
Auditor Actions


External References

Additional Guidance
The LIR shall contain all deviations to the planned load, ULDs loaded, their position, contents and destination.
The LIR shall also be signed by the Ramp Loading Lead or Ramp Loading Supervisor, attesting that the
aircraft has been loaded in accordance with the loading instructions.
HDL 1.8.8 The provider that conducts aircraft handling operations for a passenger airline that does not
accept cargo, mail or stores for transport, shall have a process to ensure such items are
prevented from being loaded into any aircraft operated by that customer airline. (GM)
Auditor Actions

Observed loading operations.
External References

Additional Guidance
Stores (e.g., headphones, blankets, pillows, beverages, magazines) for consumption by passengers may
include COMAT.
HDL 1.8.9 The provider shall have procedures for the cargo, mail and baggage transported and
transferred when the cargo, mail and baggage have to move between ground facilities and
aircraft or between aircraft. (GM)
Auditor Actions

Observed example(s) of cargo transportation.
IGOM 2.2.5 Baggage Destination

IGOM 2.5.5 Transfer and Connecting Baggage
IGOM 2.5.6 Baggage reconciliation
IGOM 4.5.1.4 Cargo and Mail Handover
External References
ICHM 10.2 Move Shipments from Hold Area to Aircraft

Additional Guidance
As applicable, procedures to ensure safe and secure movement of cargo, mail and baggage between ground
facilities and aircraft or between aircraft shall be identified and assessed.
HDL 1.8.10 The provider shall have procedures to ensure hold baggage, ULDs and/or equipment, prior to
release for loading into the aircraft, are inspected for signs of substance leakage, and, if
leakage of dangerous goods is found, such baggage and/or equipment is prevented from
release for loading into the aircraft, in accordance with requirements of the customer airline(s)
and:
(i) An evaluation is conducted to identify and prevent from transport any other baggage or
equipment that has become contaminated by such leakage.
(ii) A notification is made to the applicable authority and customer airline. (GM)
Auditor Actions

IGOM 4.5.3 General Loading Precautions

External References
AHM 310 Preparation for Loading of Cargo

DGR 9.3 Loading
DGR 9.6 Reporting
1.9 Load Positioning
HDL 1.9.1 The provider shall have procedures to ensure the ground stability of an aircraft (where
applicable) during loading and unloading operations. (GM)
Auditor Actions

IGOM 4.5.7 Aircraft Ground Stability
External References
AHM 431 Aircraft Ground Stability
Additional Guidance
Aircraft ground stability is a serious threat that requires strict adherence to the balance limits of an aircraft.
Certain aircraft require the use of special equipment to maintain the aircraft’s stability and prevent it from
tipping. Aircraft ground stability during loading and unloading requires the center of gravity to remain in a
range that does not permit the aircraft to tilt aft and rest on the underside of the aft fuselage (known as “tail-
tipping”).
1.10 Loading Equipment
HDL 1.10.1 The provider shall have procedures to ensure ground loading equipment is positioned at the
aircraft with adequate clearance between the aircraft and the equipment to allow for vertical
movement of the aircraft during loading or unloading operations. (GM)
Auditor Actions


Additional Guidance
This requirement applies to all types of ground support equipment:

• Passenger steps (with no auto-leveling sensor)
• ULD loaders
• Belt loaders
HDL 1.10.2 The provider shall have procedures to ensure, once aircraft loading operations have been
completed, ground loading equipment is removed and parked outside the Equipment Restraint
Area (ERA). (GM)
Auditor Actions

Observed movement of ground loading equipment once aircraft loading operations have been completed.
IGOM 4.6.5 Pre-Departure Table
IRM References
Equipment Restraint Area
Additional Guidance
The ERA is generally indicated by painted lines (usually yellow or red). If no markings exist, local procedures
should establish safe movement and parking areas.
The ERA must be free of obstructions and Foreign Object Debris (FOD) before and during aircraft arrival and
departure.
Once loading equipment has completed its function on the aircraft turnaround process, it must immediately be
removed from the ERA.
HDL 1.10.3 The provider shall have procedures to ensure the guides and safety rails on ground loading
equipment are properly deployed for loading and unloading operations. (GM)
Auditor Actions

Additional Guidance
All loading devices shall have safety rails and/or guides promptly deployed to mitigate risk from falling to
persons and/or goods.
Typical GSEs fitted with this such devices are: stairs, conveyor belts, belt loaders, ULD loaders, etc.
1.11 In-Plane Loading
HDL 1.11.1 The provider shall have procedures in accordance with requirements of the customer airline(s)
for operation of the in-plane loading system(s). (GM)
Auditor Actions

IGOM 4.5.2 Safety requirements to Aircraft Loading Operations
External References
Additional Guidance
Operation of the in-plane loading system is typically addressed in the agreement between a provider and the
customer airline.
HDL 1.11.2 The provider shall have procedures to ensure ULDs, when loaded into an aircraft:
(i) Are guided into position by side rails and/or stops, locks or guides.
(ii) Have an unobstructed path into the desired position.
(iii) Are prevented from high-speed impact with locks or stops.
(iv) Are of a type approved for the specific aircraft type
(v) Have no protrusions or overhangs that will damage the aircraft cargo door opening or the
interior of the aircraft cargo hold.
(vi) Are secured by aircraft floor locks. (GM)

Auditor Actions


IGOM 4.5.5.5 Container/Pallet Restraint System
External References
AHM 310 Preparation for Loading Cargo
HDL 1.11.3 The provider shall have a procedure to ensure any components of the in-plane loading system
found to be missing or unserviceable are immediately reported to the customer airline prior to
loading/unloading and are taken into consideration in the aircraft loading and weight and
balance process if ULDs are to be loaded with any missing locks or latches. (GM)
Auditor Actions


IGOM 4.5.5 Cargo Hold Inspection
IGOM 4.5.5.4 Container/Pallet Restraint System
External References

AHM 451 Technical Malfunctions Limiting Load On Aircraft
Additional Guidance
Components of the in-plane loading system found to be missing or unserviceable can be container or pallet
locks, nets, roller mats, etc.
Any defects shall be immediately reported to the supervisor, flight crew, and/or a provider representative, as
required by the customer airline, PRIOR to loading anything in the cargo hold, or as soon as the missing or
unserviceable components are discovered.
In case a missing/inoperative lock is identified, a calculation is required by the weight and balance agents to
determine the weight allowed for that position.
2.1 Dangerous Goods
HDL 2.1.1 The provider shall have procedures for aircraft loading to ensure dangerous goods are
handled and secured or stowed in a manner that:
(i) Prevents damage to packages and containers during aircraft loading and unloading.
(ii) Provides for separation and segregation of packages on the aircraft to prevent interaction
in the event of leakage.
(iii) Prevents movement that could change the orientation of packages on the aircraft.
(iv) Is in accordance with the information provided on the notice to captain (NOTOC). (GM)
Auditor Actions


IGOM 4.5.12 Securing of Loads (RSR)
External References
AHM 320 Handling of Damaged Cargo

DGR 9.3 Loading
HDL 2.1.2 The provider shall have procedures that address a dangerous goods package or shipment
that appears to be damaged or leaking, to ensure:
(i) Such package or shipment is prevented from being loaded into an aircraft.
(ii) If already loaded, the package or shipment is removed from the aircraft.

(iii) In the case of leakage, the conduct of an evaluation to identify and prevent from transport
any other cargo, baggage or transport devices that have become contaminated by the
leakage of dangerous goods, and the removal of the hazardous contamination.
(iv) Immediate notification of the customer airline and relevant authority. (GM)
Auditor Actions


External References

DGR 9.2 Storage, DGR 9.3 Loading
DGR 9.4 Inspection
HDL 2.1.3 The provider shall have procedures to ensure shipments labeled “Cargo Aircraft Only” are not
loaded into a passenger aircraft. (GM)
Auditor Actions

External References
DGR 7.2 Labelling

DGR 9.3 Loading
Additional Guidance
Cargo Aircraft Only shipments are identified by the applicable handling label (black and orange) and all ramp
staff involved in the loading process must be familiar with it.
HDL 2.1.4 The provider shall have procedures that require the following:
(i) The person responsible for loading the aircraft shall sign a NOTOC to confirm or
otherwise state that:
(a) There was no evidence of leakage from the package(s) or any leakage from the
ULDs loaded on the aircraft.
(b) The package or ULD is loaded in the designated position and secured.
(ii) The NOTOC is retained and the information on the NOTOC is distributed in accordance
with applicable requirements. (GM)
Auditor Actions


IGOM 4.5.1.3 Loading of Dangerous Goods
External References
AHM 381 Special Load-Notification to Captain through AHM 384 NOTOC Message (NTM)
AHM 590 Load Control Procedures and Loading Supervision responsibilities
DGR 9.5.1.1 Notification to Captain
Additional Guidance
The NOTOC is required for the loading of any DG shipment on any aircraft. The NOTOC is typically
completed by the cargo acceptance warehouse and transmitted to the ramp handler for completion and
presentation to the PIC.

HDL 2.1.5 The provider shall have procedures to ensure dangerous goods are loaded onto an aircraft for
transport on the flight deck or in the cabin occupied by passengers in accordance with the
restrictions specified by the authority or in the IATA DGR. (GM)
Auditor Actions

IGOM 2.5.7 Dangerous Goods in Baggage

IGOM 2.1.1.2 Types of Cabin Baggage
External References
DGR 2.3 Dangerous Goods Carried by Passengers or Crew

DGR 2.5 Dangerous Goods in Operator’s Property
Additional Guidance
Dangerous goods may be carried in the aircraft cabin or on the flight deck only if they are identified for such
carriage (e.g., on person or in carry-on) as listed in DGR Table 2.3.A Provisions for Dangerous Goods Carried
by Passengers or Crew.
2.2 Other Special Loading
HDL 2.2.1 The provider shall have procedures for the transportation and loading of live animals, which
ensure that they are:
(i) Loaded and secured into suitable aircraft compartments as directed by the Loading
Instruction Report.
(ii) Separated from foods, dangerous goods or other AVI that are natural enemies.
(iii) Handled in a manner to minimize the waiting period.
(iv) Not exposed to adverse weather or environmental conditions during transportation,

loading and unloading. (GM)
Auditor Actions

IGOM 2.3.7.3 AVIH Handling

IGOM 4.5.10 Live Animals
External References
AHM 332 handling and Stowage of Live Animal

LAR 10.3 Loading Procedures
HDL 2.2.2 The provider shall have procedures for the transportation and loading of perishable and
temperature-sensitive healthcare products, which ensure that they are:
(i) Handled in a manner to minimize the waiting period.
(ii) Not exposed to adverse environmental conditions during transportation, loading and
unloading. (GM)
Auditor Actions


IGOM 4.5.11 Wet Cargo
External References
AHM 330 Handling of Perishable Cargo

PCR 6.3 Acceptance
TCR 17.8.4.2.3 (IATA Checklist)
TCR 17.8.4.5 Warehouse Storage (waiting Periods)
TCR 12.2.3 Table of Temperature Impact Vs Weather

Additional Guidance
Perishable cargo must be separated from other incompatible cargo. Incompatible perishables must be
separated from each other.
Time and temperature-sensitive healthcare products must be accepted in accordance with the Perishable
Cargo Regulations (PCR) and/or Temperature Control Regulations (TCR) and/or any national legislation.
Acceptance check shall be done by using the IATA checklist or provider checklist for the type of special
commodity goods being accepted.
Special handling requirements:
• Perishables must be moved into storage (e.g., cooler, freezer) appropriate for the type, in accordance
with the PCR.
• Pharmaceuticals must be moved into storage (e.g., cooler, freezer) appropriate for the type, in
accordance with the TCR.
2.3 Security
HDL 2.3.1 The provider shall have a process to ensure transfer hold baggage, prior to release for loading
into the aircraft, has been subjected to appropriate security controls. (GM)
Auditor Actions

Observed baggage handling operations.
IGOM 2.5.5 Transfer and Connecting Baggage
External References
AHM 621 Management and Safety
Additional Guidance
In situations where baggage has been subjected to security controls (e.g., screened) at the point of origin, and
such controls are in accordance with requirements of the state of the transfer and customer airline
requirements, typically there would be no need to apply additional security controls (e.g., rescreening) at the
point of transfer, if the baggage has remained free from unauthorized access (usually meaning it has
remained airside).
If the passengers must collect their hold baggage during the transfer process (because of immigration or
security policies of a state), the hold baggage must be handled as originating baggage and subject to
screening.
HDL 2.3.2 The provider shall have a process to ensure the reconciliation of hold baggage. (GM)
Auditor Actions

Observed baggage reconciliation process.
IGOM 2.5.6 Baggage Reconciliation
IRM References
Baggage Reconciliation
Additional Guidance
This requirement is largely based on security requirements to ensure that unauthorized baggage is not loaded
on a flight.
In case of hold capacity or weight limitations, the customer airline may decide to embark some of the
passenger bags on another flight. Specific customer airline security procedures shall be applied to allow for
such conditions (rush bags).
HDL 2.3.3 If required by the customer airline(s), the provider shall have procedures to conduct an aircraft
security check or an aircraft security search to ensure no prohibited items are introduced in the
aircraft prior to departure. (GM)
Auditor Actions

Reviewed procedures as per HQ requirements including local SOPs, as applicable.
Observe conduct of the aircraft search or check.

Additional Guidance
Trained and competent security personnel or other qualified personnel typically conduct searches and checks
of aircraft. The customer airline typically provides procedures for aircraft checks and searches for normal
circumstances, higher threat situations, and emergency situations.
As a rule, the security checks would include:
• An inspection of the exterior of the aircraft, with special attention to wheel bays and technical areas.
• A comprehensive inspection of the interior of the aircraft, including the passenger cabin area, seats,
overhead luggage lockers, toilets, galleys and other technical areas such as the flight deck. The focus is
on areas that are readily accessible without the use of tools. To facilitate the search, panels that can be
sealed are sealed to show their integrity has not been compromised.
In general, providers conduct cargo compartment security checks, whereas the cabin check is done by the
A “security search” is a more thorough than a “security check”, and typically includes an in-depth inspection of
the interior and exterior of the aircraft.
HDL 2.3.4 The provider shall have procedures, in accordance with applicable local regulations and
requirements, to secure an aircraft during layover or overnight parking. (GM)
Auditor Actions

Observed aircraft securing procedures.
Additional Guidance
For an aircraft parked for a layover or overnight, the procedure may vary as per customer airline(s)
instructions. Typical elements include:
• Closing aircraft doors
• Removing stairs/passenger bridges
• Applying tamper-evident seals to cabin entry doors
HDL 2.3.5 The provider shall have procedures to ensure that any situation of unauthorized presence in
the security restricted area is immediately reported to appropriate security authority (GM)
Auditor Actions

IRM References
Security Restricted Area
Additional Guidance
Not displaying a proper identification card is a potential indication that a person might not be authorized to be
in the security restricted area. In any such case, staff is required to report unauthorized person(s) to the
security personnel immediately.
HDL 2.3.6 The provider shall have procedures to ensure inflight supplies intended for transport on a
passenger flight are subjected to appropriate security controls, in accordance with applicable
local regulations, and are thereafter protected from unauthorized interference until loaded onto
the aircraft. (GM)
Auditor Actions

Observed delivery of the in-flight supplies.
External References
Additional Guidance
Inflight supplies, apart from catering, could be blankets, newspapers, headphones, lavatory supplies (toilet
paper, paper towels) delivered for use during the flight.

3. Documentation
3.1 General Documentation
HDL 3.1.1 The provider shall have a process to ensure the Policies and Procedures Manual (PPM), as
specified in ORM 3.2.1 and ORM 3.2.3 used in support of aircraft handling and loading
operations includes:
Auditor Actions

Additional Guidance
Document review and distribution to operational staff, either from the provider, the customer airline(s) or any
other source (e.g., airport, local authority) is a difficult task, specifically for those functions that do not have
direct access to a company computer or are not able to read the documentation in their original language.
The provider shall have a process to ensure that changes to the operational documentation, local SOPs and
customer airline requests are communicated in a clear an understandable manner. Various methods may
apply (i.e., logs of read and sign, peer-to-peer briefings).
HDL 3.1.2 The provider shall ensure the required operational documentation is accessible in a usable
format in all station locations where aircraft handling and loading operations are conducted.
Such required documentation includes the current versions of the:
(i) Applicable operational manual(s) of all customer airline(s).
(ii) IATA Dangerous Goods Regulations (DGR) and addenda, if applicable, or equivalent
documentation.
(iii) Emergency response plan (ERP) of the local airport authority and of the customer
airline(s), as applicable.
(iv) Live Animal Regulations (LAR), Perishable Cargo Regulations (PCR), Temperature
Control Regulations (TCR) and ULD Regulations (ULDR), as applicable. (GM)
Auditor Actions

Sampled current DGR
Sampled current ERP
Sampled current LAR
Sampled current PCR
Sampled current TCR
IGOM Intro Par. 8 References
External References
Additional Guidance
A provider may be required to maintain only part of the manual for certain customer airlines. Based on
customer airline(s) requirements and the types of ground operations conducted at a specific location, only
relevant parts of applicable manuals may be necessary.
access to any type of document, as per the provider’s own documentation system, in conformity with the
requirements of ORM Table 1.1.
A current edition of the DGR would include any addenda that are applicable. Applicability of dangerous goods
regulations to ground operational functions is defined in DGR Section 1, Table 1.5.A.
The LAR, PCR and TCR are manuals that are required only at stations where cargo operations are
conducted.

4. Training
4.1 Aircraft Handling and Loading Training Program
HDL 4.1.1 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities within aircraft handling and loading operations
possession of a valid driving license and complete airside driver training as per HDL Table
Auditor Actions

External References

Additional Guidance
Linked to ORM 4.1.2
complete job-specific training for their assigned operational function(s) as per HDL Table 2-
Aircraft Handling and Loading Functional Training. (GM)
Auditor Actions

External References
AHM 462 Safe Operating Practices In Aircraft Handling

Additional Guidance
Linked to ORM 4.1.2
complete dangerous goods training as per HDL Table 3-Dangerous Goods Training. The
recurrent training shall be completed within a 24-month period since the previous dangerous
goods training. (GM)
Auditor Actions
Identified/Assessed procedures as per GOSARP requirement

Interviewed the manager responsible for the documentation
Reviewed procedures as per Headquarters requirement, including local SOP, as applicable.
External References

DGR 1.5 DG Training
DGR Appendix H–Training Provisions Under the Competency-Based Training Approach
Additional Guidance
Linked to ORM 4.1.2

personnel with duties and/or responsibilities for passenger boarding bridge operations
complete job-specific training for their assigned operational function(s) as per HDL Table 4-
Passenger Boarding Bridge Functional Training. (GM)
Auditor Actions

External References
AHM 462 Safe Operating Practices In Aircraft Handling

Additional Guidance
Linked to ORM 4.1.2
personnel supervising the aircraft loading operations complete job-specific training for their
assigned operational function(s) as per HDL Table 5-Aircraft Loading Supervision Functional
Training. (GM)
Auditor Actions

External References
AHM 513 Aircraft Structural Loading Limitation

Additional Guidance
Linked to ORM 4.1.2
personnel with duties and/or responsibilities that require the operation of GSE for their
assigned operational function(s) complete a GSE-specific training. (GM)
Auditor Actions

Additional Guidance
Linked to ORM 4.1.2

Tables
HDL Table 1–Airside Driver Training
(i) General
lanes
(a) Identification of obstacle free areas and limited access areas
(d) Airport layout
Note 1: Applicable to vehicle operators that require operational access to maneuvering areas.
(iv) Evaluation
HDL Table 2–Aircraft Handling and Loading Functional Training

Training for personnel with aircraft handling duties and/or responsibilities shall address the following subject
areas, as appropriate to assigned operational function(s):
(i) Irregularity/incident/accident reporting procedures
(ii) Manual handling of load
(iii) Safety during aircraft fueling
(iv) Principles of aircraft loading
(v) Handling of loads that require special attention
(vi) Loading incompatibilities
(vii) Handling of ULDs
(viii) Operation of aircraft loading systems/securing of ULDs
(ix) Identification/consequences of malfunctions of in-plane loading systems
(x) Consequences of load damage and spillage
(xi) Positioning and operation of loading and servicing equipment
(xii) Load notification to the PIC
(xiii) Passenger embarkation/disembarkation procedures
(xiv) Standards of aircraft cleaning, lavatory and potable water servicing
(xv) Aircraft movement operations
(xvi) Airline-specific procedures (as applicable)

HDL Table 3–Dangerous Goods Training

Training for personnel with duties and/or responsibilities in operational aircraft loading functions shall address
(ii) Limitations
(iii) Labelling and marking
(iv) Recognition of undeclared dangerous goods
(v) Storage and loading procedures
(vi) Pilot-in-command notification
(vii) Provisions for passengers and crew
(viii) Emergency procedures
(ix) Airline-specific procedures (as applicable).
HDL Table 4–Passenger Boarding Bridge Training

Passenger boarding bridge training for ground handling personnel shall address, as a minimum:
(i) Standard operating procedures
(ii) Bridge control system, including emergency switches, cut-offs and buttons
(iii) Out-of-limit procedures (for returning the bridge to normal working limits)
(iv) Back-off procedures and application
(v) Manual wind-off procedures
(vi) Accident and incident response procedures
(vii) Accident and incident reporting procedures (airport, provider)
(viii) Fire procedures (bridge or aircraft)
(ix) Airline-specific procedures (as applicable)

HDL Table 5–Aircraft Loading Supervision Training

Training for personnel assigned to supervise aircraft loading operations for the provider shall address the
following subject areas:
(i) General weight and balance proficiency and awareness:
(a) Terminology, operational codes, abbreviations
(b) Aircraft balance principles, consequences of improper aircraft loading
(ii) Aircraft structural load limitations:
(a) Basic knowledge of containerized holds resistance (relationship between missing or damaged
restraints and ULD gross weight limitations)
(b) Area limitation (spreader floors)
(c) Limitation per compartment/section/ULD position
(d) Monocoque (combined) limitation
(e) Cumulative limitation
(f) Missing restraints limitation
(iii) Unit load devices (ULDs):
(a) Tie-down limitations and rules
(b) Rejection criteria for damaged ULD and tie-down accessories
(c) Tagging
(iv) Bulk hold loading:
(a) Physical loading rules concerning baggage, cargo and mail
(b) Tie-down and spreader floor procedures
(c) Utilization of nets
(v) Loading Instruction Report (LIR):
(a) Designation and numbering of aircraft holds
(b) Utilization of the LIR document
(vi) Loading messages:
(a) Reading standard loading messages for offloading of holds
(vii) Dangerous goods:
(a) Cargo IMP codes
(b) ULD and parcels labelling and marking
(c) Loading compatibilities
(d) Onboard accessibility
(e) Rejection criteria
(f) Emergency procedures
(viii) Other special loads (e.g., perishables, EAT, AVIH, WET, OBX, LHO):
(a) Cargo IMP codes
(b) Marking and labelling
(c) Loading compatibilities
HDL Table 5–Aircraft Loading Supervision Training

(ix) Positioning and operations of loading equipment:
(a) Areas of aircraft susceptible to damage by GSE
(b) Recording and reporting of damage to aircraft caused by GSE
(x) Operation of aircraft loading systems:
(a) Opening and closing supervision of aircraft hold doors
(b) In-plane loading systems
(c) ULD automated and hand-operated restraints
(d) Customer airline’s hold configurations and layouts
(xi) Airline-specific procedures (as applicable)

Section 6 — Aircraft Ground Movement (AGM)
Changes to GOSM Section 6 (AGM)
AGM 1.1.1–1.1.3 Improved wording.
AGM 1.2.1 Simplified wording.
AGM 1.3.12–1.3.13 Simplified wording.
AGM 2.1.4 Reworded.
AGM 2.1.6–2.1.7 New GOSARPs.
AGM 2.3.1 New GOSARP.
GOSM Ed 8, April 2019 AGM 207

Changes to GOSM Section 6 (AGM)
AGM 4.1.1–4.1.2 Renumbered.
AGM 4.1.3 Removed.
AGM 208 GOSM Ed 8, April 2019
Aircraft Ground Movement (AGM)
Applicability
program requirements are considered procedures).
The Aircraft Ground Movement (AGM) section is used for the audit of a station where aircraft ground
movement operations and associated functions are conducted. The auditor will determine which sections or
individual provisions may not be applicable to a specific provider as per the type of operations conducted.
Section 6 addresses aircraft ground movement operations, which include:
• Aircraft taxi-in arrival (forward movement of an aircraft to/from the parking position by use of the aircraft
engines)
• Aircraft marshalling
• Aircraft pushback and towing
• Conventional tractor and tow bar
• Towbarless tractor
• Specific requirements for towing operation
• Main gear tractor (power push unit)
• Taxi-out departure
• Documentation and general process
• Training.
Some External References are identified with (RSR). This indicates a GOSARP involving a procedure having
a Red Safety Risk Index Value in the Risk Assessment Table (Ref. to AHM 610A 4.5 Risk Assessment
Matrix).
Refer to the Standard Ground Handling Agreement (SGHA) Section 3 Ramp Services (3.2 Marshalling, 3.3
Parking, 3.5 Ramp and Flight Deck Communication and 3.8 Moving of Aircraft).
General standards for driving and using ground support equipment (GSE) are part of Section 5 (HDL) of this
manual. If the provider operates GSE, refer to Section 5 (HDL), Subsection 1.2 Ground Support Equipment
(GSE) for applicable provisions.
related to the AGM section may be combined with the other training discipline requirements to be qualified to

1.1 Aircraft Taxi-in Arrival
AGM 1.1.1 The provider shall have procedures to ensure that, prior to aircraft arrival, an inspection of the
assigned parking stand is performed and addresses, as a minimum, the following:
(i) Ramp surface is clear of items that might cause aircraft foreign object debris (FOD)
(ii) Ramp surface condition is suitable for movement operations
(iii) Passenger boarding bridge (if applicable) is fully retracted into the designated area
(iv) The equipment restraint area (ERA) is clear of ground support equipment (GSE)
(v) Marshalling staff is present or docking guidance system is operational (GM)
Auditor Actions

Interviewed manager responsible for the documentation.
IGOM 4.1.1 Actions Prior to Arrival

IGOM 3.1.2.4 Foreign Object Debris (RSR)
External References

AHM 465 FOD Prevention Program
Additional Guidance
The ERA is defined as the area of the apron bordered by a red line, known as the Equipment Restraint Line,
or otherwise indicated, in which an aircraft is parked during ground operations.
AGM 1.1.2 The provider shall have procedures to ensure that, prior to aircraft arrival, the following are
available and serviceable, as applicable at the arrival stand:
(i) GSE
(ii) Chocks and safety cones
(iii) Ground power
(iv) Preconditioned air
(v) Headset. (GM)
Auditor Actions


IGOM 4.1.3 Ground Support Equipment on Arriving Aircraft
External References
AGM 1.1.3 The provider shall have procedures, in accordance with requirements of customer airline(s), to
ensure that, for each aircraft arrival, all personnel and equipment must remain clear from
engine danger areas, including intake, blast and propeller rotation, as applicable, and the
following conditions are met:
(i) Upon aircraft stopping:
(a) Wheel chocks are placed at nose landing gear wheels, if applicable.
(b) Ground power unit is connected, if applicable.
(ii) As engines are spooling down and after anti-collision lights have been switched off:
(a) Chocks are positioned on main landing gear and verbal or visual confirmation is given
to flight deck crew.
(b) Cabin door and surrounding area is inspected for existing damage before positioning
boarding devices.
(c) Safety cones are positioned, as per aircraft type.
(d) Walkaround inspection, as specified in AGM 1.1.4, is performed prior to giving

clearance for GSE to position at aircraft. (GM)
Auditor Actions



IGOM 4.3 Aircraft Coning (RSR)
IGOM 4.2 Aircraft Chocking (RSR)
External References
Additional Guidance
At some airports, local regulations may not allow for the standard arrival procedure tasks (i a and i b) to be
performed until engines are spooling down and anti-collision lights have been switched off. Ground personnel
and loose equipment must stay clear of the intake and blast areas.
AGM 1.1.4 The provider shall have procedures, for each aircraft arrival, to ensure an inspection of the
aircraft is performed, prior to giving clearance for GSE to position at the aircraft. This
inspection shall cover the following areas:
(i) All cargo doors
(ii) All access panels and servicing access points
(iii) Aircraft fuselage
(iv) Aircraft engine cowlings
(v) Aircraft passenger doors (GM)
Auditor Actions

IGOM 4.1.2.2 Actions After Arrival (RSR)
External References
1.2 Aircraft Marshalling
AGM 1.2.1 The provider shall have procedures, as per aircraft type, for the conduct of aircraft marshalling
operations, to include as applicable:
(i) Nose gear-controlled pushback and towing
(ii) Main gear-controlled pushback
(iii) Taxi-in
(iv) Taxi-out (GM)
Auditor Actions

Observed aircraft marshalling operations covering the identified activities.
IGOM 3.4 Hand Signals (RSR)

IGOM 4.1.2 Standard Arrival Procedures
IGOM 4.6.10.3 Ground Crew in Charge of Pushback
IRM References
Aircraft Marshalling
External References
AHM 463 Safety Consideration for Aircraft Movement Operations
Additional Guidance
Marshalling is typically conducted for all aircraft ground movement operations.
AGM 1.2.2 The provider shall have procedures to ensure personnel that perform the marshalling and/or
wing-walking function during aircraft ground movement operations:
(i) Provide standard marshalling signals in a clear and precise manner.
(ii) Are approved to perform marshalling functions by the relevant authority, if applicable.
(iii) Wear a fluorescent identification vest or jacket to permit positive identification by the flight
crew.

(iv) Utilize high-visibility wands, paddles or gloves during daytime conditions.
(v) Utilize illuminated wands during low-visibility or night conditions. (GM)
Auditor Actions

IGOM 3.4 Hand Signals (RSR)
External References
AHM 463 Safety Consideration for Aircraft Movement Operations
Additional Guidance
Marshalling is typically conducted for all aircraft ground movement operations.

Standard marshalling signals are used for aircraft ground movement to ensure a common understanding by
all personnel involved in the operation.
1.3 Aircraft Pushback and Towing
AGM 1.3.1 The provider shall have procedures to ensure that, prior to aircraft departure, a pre-movement
walkaround inspection of the aircraft is performed, which address as a minimum:
(i) Power cables and passenger boarding devices are detached and parked in a designated
area.
(ii) All aircraft servicing panels and/or hatches are closed and latched (except for external
power and headset panels).
(iii) Cabin/cargo door handles are flush with the fuselage.
(iv) Landing gear safety pins are removed.
(v) No obvious signs of unmarked dents or other skin panel damage are noticed. (GM)
Auditor Actions

IGOM 4.6.3 Pre-Departure Check
Additional Guidance
Assistance is typically required prior to, during or after aircraft pushback, towing and power-out operations.
AGM 1.3.2 The provider shall have procedures to ensure that, prior to removing chocks from aircraft
wheels:
(i) The flight deck is notified
(ii) Confirmation from the flight deck is acknowledged (GM)
Auditor Actions

IGOM 4.6.4 Wheel Chock Removal
External References
AHM 810 Ground Handling Agreements
AGM 1.3.3 The provider shall have procedures to ensure that, prior the aircraft movement, the following
conditions are met:
(i) Ramp surface is clear of items that might cause aircraft FOD.
(ii) Ramp surface condition is adequate for movement operations.
(iii) Aircraft is clear of all obstacles along the intended movement path.
(iv) All persons not involved in the aircraft movement operation are clear of the departing
aircraft and outside the ERA.
(v) Additional ground staff such as wing-walkers are present (if applicable/required).
(vi) Chocks are removed from all wheels and positioned in a dedicated place.
(vii) GSE and other equipment are positioned outside the ERA. (GM)

Auditor Actions


IGOM 4.6.10.4 Wing Walker
IGOM 4.6.2 Action Prior to Departure
IGOM 3.1.2.4 Foreign Object Debris (RSR)
External References
AHM 465 Foreign Object Damage Prevention Program
Additional Guidance
Prior to any aircraft movement to/from parking, an inspection of the surface of the ramp would be made to
determine if such operations can be conducted safely (e.g., snow, ice, slush).
In addition, a visual inspection would be made to ensure the adjacent apron surface is clear of items that
might cause FOD.
The aircraft is inspected prior to departure from parking to ensure service doors and panels are closed and
secured. Chocks are removed and GSE relocated outside the ERA and safely away from the path of the
aircraft.
AGM 1.3.4 The provider shall have procedures for aircraft pushback or towing to ensure, prior to the
commencement of movement, the tractor operator has confirmation that the aircraft parking
brake is released. (GM)
Auditor Actions

Observed tractor operator communication with the cockpit during aircraft pushback or towing.

IGOM 4.9.2 Towing Maneuvering
IGOM 4.6.10 Aircraft Pushback (RSR)
IRM References
Aircraft Pushback
Aircraft Towing
Additional Guidance
Confirmation of brake release would be communicated from the flight deck via intercom, hand signals or
through light indication at aircraft nose landing gear.
AGM 1.3.5 The provider shall have procedures to ensure, for each aircraft departure, a person is
assigned responsibility for the safe performance of the ground movement operation, and such
responsibility includes:
(i) Personnel involved in the operation are briefed of their individual responsibilities.
(ii) Only persons required to perform operating functions are in the operating area.
(iii) Personnel involved in the operation are positioned well clear from hazard zones.
(iv) Personnel involved in the operation understand and agree with how communication will
be performed and how the aircraft will be maneuvered. (GM)
Auditor Actions

Observed during aircraft departure, the assigned person verifying safe performance of ground movement
operations
IGOM 4.6.8 Departure Communication

IGOM 4.6.5 Pre-departure Table
External References

Additional Guidance
The operational function of the person assigned as responsible (e.g., headset communicator, tug operator,
ramp supervisor or other) will typically vary according to the circumstances and location associated with the
specific movement operation. What is most important is that such responsibility is assigned to one person,
and all other personnel involved know and recognize the person in charge.
A distinctive vest or jacket is typically worn by supervisory personnel and all other personnel involved in
operations.
Hand signals used for aircraft ground movement are normally standardized to ensure a common
understanding by all personnel involved in the operation.
AGM 1.3.6 The provider shall have procedures to ensure the equipment used for aircraft ground
movement is suitable for the specific operation to be conducted, and takes into account:
(i) Type and weight of the aircraft
(ii) Weather conditions
(iii) Surface conditions (GM)
Auditor Actions

Observed equipment used for aircraft ground movement is suitable for aircraft type and weight, weather and
surface conditions.
IGOM 4.6.11 Maneuvering During Adverse Weather Conditions

External References
AGM 1.3.7 The provider shall have procedures for aircraft pushback or towing to ensure a tractor
connected to the aircraft is not left unattended with the engine running, except in cold weather
operations with the pushback vehicle chocked. (GM)
Auditor Actions

External References
AGM 1.3.8 The provider shall have procedures for aircraft pushback or towing to ensure, for aircraft fitted
with a nose gear steering by-pass system, the by-pass pin, as per aircraft type:
(i) Is correctly installed prior to connecting the tow bar or towbarless tractor to the aircraft
nose gear.
(ii) Is removed after the tow bar or towbarless tractor has been disconnected from the nose
gear. (GM)
Auditor Actions

IGOM 4.6.10.3 Ground Crew In Charge of Pushback

External References

AGM 1.3.9 The provider shall have procedures for aircraft pushback or towing to ensure, for aircraft not
fitted with a nose gear steering by-pass system, the steering hydraulic system is
depressurized or the nose gear steering torque links is disconnected, as applicable. (GM)
Auditor Actions

Observed nose gear steering torque links disconnection.
External References
Additional Guidance
Coordination with personnel on the flight deck would be required to ensure a safe depressurization and re-
pressurization of the aircraft hydraulic system. Ref. AHM 463 Safety Considerations for Aircraft Movement
Operations.
AGM 1.3.10 The provider shall have procedures to ensure, when aircraft pushback operations are
conducted in poor surface or weather conditions, aircraft movement is limited to a slower
speed than in normal conditions. (GM)
Auditor Actions

Observed aircraft pushback operations in poor surface or weather conditions.

IGOM 4.6.11 Maneuvering During Adverse Weather Conditions
External References
AHM 463 Safety Considerations for Aircraft Movement Operations.
AGM 1.3.11 The provider shall have procedures for aircraft pushback or towing to ensure the tractor
operator, when stopping or slowing aircraft movement during the operation, makes a gentle
brake application. (GM)
Auditor Actions

IGOM 4.6.10.5 Tractor Driver

IGOM 3.1.3.10 Tractors (RSR)
External References
Additional Guidance
The gentle brake application includes stopping or slowing aircraft movement.
AGM 1.3.12 The provider shall have procedures for aircraft pushback or towing for each type of aircraft that
is operated, and such procedures shall ensure maximum nose gear turn limits are not
exceeded. (GM)
Auditor Actions

Observed nose gear turn limits are not exceeded during pushback or towing operations.
IGOM 4.6.12.2 Nose Gear Protection and Steering Angle

IGOM 4.9.2.1 Towing Maneuvering General
External References

AGM 1.3.13 The provider shall have procedures to ensure, during aircraft pushback or towing operations,
verbal communication between ground handling personnel and the flight deck is conducted
and has been reviewed in advance. (GM)
Auditor Actions

Observed communications during towing/pushbacks between ground and flight deck personnel.
External References
Additional Guidance
Typically, such verbal communication takes place between a member of the ground handling crew (e.g., tug
driver) and the flight crew using a wired or wireless connection to the aircraft intercommunication system
(interphone). The use of common phraseology, which would be in accordance with requirements of the
customer airline that operates the aircraft, is important to ensure a common understanding by both parties.
Some specific nose gear towbarless, pushback or towing, procedures could be executed without the flight
deck assistance as per airline request or authorization.
AGM 1.3.14 The provider shall have procedures to ensure, during aircraft pushback operations:
(i) The communication system is tested for functionality before starting operations.
(ii) Communication with the flight deck is conducted via interphone.
(iii) A backup method of communication between ground handling personnel and the flight
deck is in place for implementation should the primary method fail.
(iv) The flight deck is notified immediately in the event any communication connection
between the tractor and the aircraft is lost during the operation. (GM)
Auditor Actions

Observed communications during towing/pushbacks between ground and flight deck personnel.
IGOM 4.6.8.2 Departure Communication Dialog

IGOM 4.6.9 Preparation for Pushback
Additional Guidance
Typically, procedures would ensure verbal communication from the tractor operator to the flight deck is
achieved using a flexible cord from the aircraft to the tractor operator, or use of a cordless system.
If communication with the flight deck must be relayed by a third person, a flexible cord between the aircraft
and the headset would typically be used to permit the relay person to maintain a safe distance from both the
aircraft and tractor.
AGM 1.3.15 The provider shall have procedures for aircraft pushback to ensure, when movement has been
stopped and prior to disconnecting the tow bar or towbarless tractor from the aircraft nose
gear, the flight deck is instructed to set the aircraft parking brake and to hold the existing
position until receipt of visual signals for final clearance to taxi. Procedures shall ensure
confirmation is received by ground handling personnel that the parking brake is set.
Auditor Actions

Observed communications during towing/pushback operations.
Observed Instructions for parking brake setting during towing/pushback operations.


AGM 1.3.16 The provider shall have procedures for aircraft pushback to ensure, prior to the aircraft
commencing taxi under its own power, ground handling personnel:
(i) Provide a final clearance signal to the flight deck.
(ii) Display the by-pass pin to the flight deck or, if disconnected, the torque link reconnected,
if applicable.
(iii) Receive acknowledgement from the flight deck.
Auditor Actions


1.4 Conventional Tractor and Tow Bar
AGM 1.4.1 The provider shall have procedures for aircraft pushback or towing to ensure chocks are not
removed from the aircraft main gear until the:
(i) Tractor and tow bar are connected to the aircraft nose gear.
(ii) Parking brake of the tractor is engaged. (GM)
Auditor Actions


External References
AGM 1.4.2 The provider shall have procedures for connecting and disconnecting the tow bar to and from
the aircraft nose gear and tractor. (GM)
Auditor Actions

Observed connecting and disconnecting the tow bar to the aircraft nose gear and tractor.
External References
Additional Guidance
Procedures are designed to minimize the possibility of injury to personnel or damage to the aircraft when
connecting the tow bar to the aircraft or tractor. Procedures typically specify that:
• When disconnecting a tow bar from the aircraft nose gear assembly, the tow bar is detached from the
tractor first.
• When connecting a tow bar to the tractor, personnel face the tractor and, if feasible, have both legs on the
same side of the tow bar (i.e., not straddling the tow bar).
AGM 1.4.3 The provider shall have procedures for aircraft pushback or towing to ensure, prior to the
commencement of movement and prior to the end of pushback or tow, the tractor operator
verifies:
(i) The tractor is in line with the centerline of the aircraft, if feasible.
(ii) The wheels on the tow bar are fully retracted. (GM)
Auditor Actions

Observed tractor alignment and tow bar wheels retraction.


External References
Additional Guidance
Under certain circumstances, it may be necessary to commence a pushback with initial aircraft movement not
straight back. Procedures would normally address such exceptions in a manner that ensures no injury to
personnel, or damage to aircraft or equipment.
AGM 1.4.4 The provider shall have procedures for aircraft pushback operations to ensure, when the
pushback movement has been stopped, and prior to disconnecting the tow bar from the
aircraft nose gear, tension is released from the tow bar.
Auditor Actions


1.5 Specific Requirements for Towing Operation
AGM 1.5.1 The provider shall have procedures for aircraft towing to ensure, prior to commencement of a
towing operation:
(i) Communication is established between the tractor operator and the flight deck.
(ii) Aircraft hydraulic brake system pressure and/or the brake accumulator is within the
required pressure range.
(iii) All gear safety pins/sleeves are installed, as applicable.
(iv) Predeparture checks are completed. (GM)
Auditor Actions

IGOM 4.6.1 Introduction General

IGOM 4.9.1 Aircraft Towing Requirements
IGOM 4.9.2.1 Towing Maneuvering-General
Additional Guidance
Communication would normally utilize the aircraft inter-communication system. Back-up signals are
established in the event the inter-communication system link becomes inoperative. Some specific nose gear
towbarless pushback or towing procedures could be executed without the flight deck assistance as per
customer airline request or authorization.
AGM 1.5.2 The provider shall have procedures for aircraft towing to ensure, during maneuvering, the
following conditions are met:
(i) Authorization of the flight crew or brake operator is given before moving the aircraft.
(ii) The towing speed limit is kept within the margins regulated by the towing equipment,
aircraft and/or airport.
(iii) Relevant apron lines are followed as guidance during maneuvering to ensure safe
obstacle clearance. (GM)
Auditor Actions


IGOM 4.9 Aircraft Towing
External References
Additional Guidance
Some specific nose gear towbarless, pushback or towing, procedures could be executed without the flight
deck assistance as per customer airline request or authorization.

AGM 1.5.3 The provider shall have procedures to immediately notify the flight deck to stop aircraft
movement using gentle brake applications, in case of a break in the coupling, during towing
operations. (GM)
Auditor Actions

IGOM 4.9.3 Incidents During Towing
External References
Additional Guidance
Notification normally would be made using the aircraft intercommunication system, but could include other
signals (e.g., horn signal). Some specific nose gear towbarless pushback or towing procedures could be
executed without the flight deck assistance as per customer airline request or authorization.
AGM 1.5.4 The provider shall have procedures for aircraft towing to ensure, when towing on ice or snow,
the tractor operator:
(i) Maintains a reduced towing speed, particularly before entering a turn.
(ii) Avoids stopping movement in a turn, to the extent possible. (GM)
Auditor Actions

IGOM 4.6.11.1 Maneuvering During Adverse Weather Conditions-General
External References
2.1 Main Gear Tractor
AGM 2.1.1 The provider shall have procedures for aircraft pushback to ensure, prior to connection of a
tractor to the aircraft main gear, a check of the remote-control system is made, at a normal
operating distance, to verify the system is functional. (GM)
Auditor Actions

Observed check of the remote-control system.
IGOM 4.7.2 Action Before Pushback with Power Push Unit

IGOM 4.7.1 PPU Specifics and Safety Measures
External References
Additional Guidance
The check of remote-control functions is normally done during the main gear tractor movement to the aircraft
parking area.
AGM 2.1.2 The provider shall have procedures for aircraft pushback to ensure, while positioning a main
gear tractor for connection to the aircraft, ground handling personnel verify the tractor unit is
appropriately configured for the aircraft type. (GM)
Auditor Actions


IGOM 4.7.1 PPU Specifics and Safety Measures
External References
AGM 2.1.3 The provider shall have procedures for aircraft pushback to ensure the main gear tractor
operator uses standard terminology to communicate instructions to the flight deck for steering
the aircraft along the desired rearward pushback path. (GM)
Auditor Actions

Observed standard terminology to communicate pushback steering instructions to the flight deck.
IGOM 4.7.4 Departure Dialogue Using a PPU
External References
Additional Guidance
The tractor operator, who controls the main gear tractor remotely, provides steering instructions to the flight
deck. The steering function is accomplished by the flight crew or other personnel on the flight deck using the
aircraft nose wheel steering system. A mutual understanding of the meaning of all steering instructions by the
tractor operator and flight deck personnel is necessary to ensure the aircraft remains on the desired rearward
movement path.
Following are examples of standard terms and phrases that could be used as steering instructions to the flight
deck:
• “Left, left”–Apply left steering
• “Right, right”–Apply right steering
• “Steady”–hold steering in current position
• “Reduce turn”–reduce steering angle
• “Neutral”–place steering in neutral position
• “Rollers are open–standby for hand signals”
Pushback with a PPU is not permitted in case of an interphone failure.
AGM 2.1.4 The provider shall have procedures before connecting the PPU for aircraft pushback to:
(i) Make sure the nose landing gear is chocked
(ii) Make sure the aircraft parking brake is set
(iii) Remove the main gear chocks.
Auditor Actions

Observed disconnect procedures.
IGOM 4.7.2.1 PPU connection
AGM 2.1.5 The provider shall have procedures for aircraft pushback to ensure, in the event an
emergency passenger evacuation is required during the pushback operation, ground handling
personnel remove the main gear tractor if it is in a position that interferes with the evacuation
process. (GM)
Auditor Actions

IGOM 4.7.6 Incident During Pushback with PPU
External References
AGM 2.1.6 The provider shall have procedures for power push unit (PPU) disconnection that address the
following:
(i) Once the aircraft parking brake is applied, with the remote control, the agent in charge of
the departure operation controls the opening of the rollers.
(ii) With the remote control, the agent in charge of the departure operation controls the move
back of the PPU unit at least below the tail.

(iii) Once the aircraft has taxied and the blast risk has disappeared, the agent in charge of the
departure operation withdraws the PPU from the taxiway.
Auditor Actions

IGOM 4.7.5.1 Power Push Unit Disconnection
AGM 2.1.7 The provider shall have procedures for the PPU that in case of fire provide the following:
(i) Warn the flight crew
(ii) Control the release of roller
(iii) Remove the PPU, if the engine is on
(iv) Press one of the emergency stop buttons, if the engine is off (GM)
Auditor Actions

Observed PPU procedures.
IGOM 4.7.6.1 Instruction in case of PPU Fire During Pushback
Additional Guidance
Leave the interphone contact after consent from the flight crew to fight the fire and report to the flight crew
about the ongoing situation.
2.2 Taxi-Out Departure
AGM 2.2.1 The provider shall have procedures for aircraft taxi-out from parking that address, as a
minimum:
(i) Required pre-departure servicing checks are completed.
(ii) GSEs are outside the ERA.
(iii) Passenger boarding bridge(s) is(are) retracted, if applicable, into the designated area(s).
(iv) Ground-to-flight-deck communication is performed via interphone, if applicable, or

marshalling and/or standard hand signals are used.
Auditor Actions

IGOM 4.8 Open ramp Departure
Additional Guidance
Position for marshalling in an area behind the ERA while being in clear view of the flight crew on either side of
the aircraft (depending on facility)
2.3 Engine Start Using Air Start Unit
AGM 2.3.1 The provider shall have procedures for the engine start using the air start unit (ASU) that
includes:
(i) Verification that only authorized personnel and equipment involved in the engine starting
are permitted within the ERA during the engine start.
(ii) Communication established with the flight crew to confirm the sequence and the number
of engines to be started.
(iii) All personnel and equipment must remain clear from engine danger areas, including
intake, blast and propeller rotation, as applicable.
(iv) Positioning of the ASU on the opposite side of the aircraft to the engine being started.
(v) Headset operator informs flight crew that ground crew are ready for engine start.
(vi) Start engine(s) following the applicable requirements for the communication dialogue and
signals.

(vii) When engine start is complete, headset operator signals ASU and ground power
operator(s) to disconnect the ASU and remove ground power.
(viii) Disconnect the ASU hose(s).
(ix) Close and latch external air start and electrical panels. (GM)
Auditor Actions

Observed ASU operations.
IGOM 4.6.6 Engine Start Using Air Start Unit

IGOM 4.6.8.2 Departure Communication Dialogue
IGOM 4.6.13 Anti Collision Lights (RSR)
IGOM 3.1.2.1 Engine Danger Area (RSR)
Additional Guidance
When connecting and disconnecting ASU hose(s), walk directly underneath the fuselage, or close alongside
it, keeping clear of engine danger areas. Ground personnel and loose equipment must stay clear of the intake
and blast areas. The anti-collision lights being on is considered a visual signal of imminent start up.
3. Documentation
3.1 Documentation and General Process
AGM 3.1.1 The provider shall have a process to ensure the Policies and Procedures Manual (PPM) used
in support of aircraft ground operations includes:
Auditor Actions

Additional Guidance
Document review and distribution to operational staff, either from the provider, the operator or any other
source (e.g., airport, local authority), is a difficult task, specifically for those functions that do not have direct
access to a company computer or are not able to read the documentation in their original language.
The provider shall have a process to ensure that changes to the operational documentation, local SOPs and
customer airline(s) requests are communicated in a clear and understandable manner. Various methods may
apply (i.e., logs of read and sign, peer-to-peer briefings).
AGM 3.1.2 The provider shall have a process to ensure the required operational documentation is
accessible in a usable format in all station locations where aircraft ground movement
operations are conducted. Such required documentation includes the current version of the:
(ii) Emergency response plan (ERP) of the local airport authority and of the customer
airline(s), as applicable. (GM)
Auditor Actions

Sampled current ERP
External References

Additional Guidance
access to any type of document as per the provider’s own documentation system in conformity with the
requirements of ORM Table 1.1.
4. Training
4.1 Aircraft Ground Movement Training Program
AGM 4.1.1 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities within aircraft ground movement operations
possession of a valid driving license and complete airside driver training as per AGM Table
Auditor Actions

External References
AHM 616 Human factor Program

Additional Guidance
Linked to ORM 4.1.2
AGM 4.1.2 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities within aircraft ground movement operations
complete job-specific training for their assigned operational function(s) as per AGM Table
2–Aircraft Ground Movement Functional Training.
Auditor Actions

External References

AHM 616 Human Factor Program
AHM 1110 Ground Operation Training Program
AGM 4.1.3 The provider shall have a GSE operations training program for staff with duties that require the
operation of GSE, as applicable to their assigned operational functions. (GM)
Auditor Actions

Additional Guidance
Linked to ORM 4.1.2

Tables
AGM Table 1–Airside Driver Training
(i) General
lanes
(a) Identification of obstacle free areas, limited access areas
(d) Airport layout
Note 1: Applicable to vehicle Operators that require operational access to maneuvering areas.
(iv) Evaluation
AGM Table 2–Aircraft Ground Movement Functional Training

Training for personnel with assigned duties and/or responsibilities in aircraft ground movement operations
shall address the following subject areas, as applicable to assigned operational function(s):
(i) Aircraft ground movement operations:
(a) Scope of operations
(b) Principles, responsibilities
(c) Practices, procedures
(d) Hazards, risk assessment
(e) Safety precautions
(ii) Operation of equipment:
(a) Nose gear tow bar tractor(s)
(b) Nose gear towbarless tractor(s)
(c) Main gear tractor(s), if applicable
(d) Tow bars
(iii) Equipment-aircraft connect and disconnect procedures.
(iv) Aircraft ground movement standard verbal communications (ground-flight deck):
(a) Nose gear controlled pushback and towing operations
(b) Main gear controlled pushback operations, if applicable
(c) Power-back operations, if applicable
(v) Aircraft ground movement standard hand signals (ground-flight deck, ground-ground):
(a) Nose gear controlled pushback, towing operations
(b) Main gear controlled pushback operations, if applicable
(c) Power-back operations, if applicable
(d) Power-in and power-out operations, as applicable
(vi) Aircraft marshalling:
(a) Scope of operations, principles, responsibilities
(b) Practices, procedures
(c) Standard hand signals
(d) Use of aircraft parking guidance system(s)
(vii) Aircraft ground movement assistance:
(a) Scope of activities, principles, responsibilities
(b) Practices, procedures
(c) Standard hand signals
(viii) Airline Specific Procedures (as applicable)

Section 7 — Cargo and Mail Handling (CGM)
Changes to GOSM Section 7 (CGM)
Subsection 1 and 2: all ISAGO Standards and Recommended Practices

GOSARPs
(GOSARPs) reordered and renumbered.
CGM 1.1.1-1.1.2 New wording.
CGM 1.1.3 to 1.1.5 Removed (relocated with new number)
CGM 1.2.1 to 1.2.6 New GOSARPs.
CGM 1.5.1 New GOSARPs.
CGM 1.6.1 to 1.6.3 Renumbered
CGM 2.1.1 to 2.1.4 Improved wording.
GOSM Ed 8, April 2019 CGM 241

Changes to GOSM Section 7 (CGM)
CGM 2.1.5-2.1.6 New GOSARPs.
CGM 2.2.3-2.2.4 Renumbered
CGM 2.2.5 to 2.2.11 Removed.
CGM 2.3.1-2.3.2 Renumbered
CGM 2.3.3 to 2.3.5 Removed.
CGM 2.4.1-2.4.2 New GOSARPs (ex CGM 2.3.1-2.3.2).
CGM 3.1.2 Improved wording.
CGM 4.1.1-4.1.2 Renumbered.
CGM 4.1.3 Removed.
CGM 242 GOSM Ed 8, April 2019
Cargo and Mail Handling (CGM)
Applicability
This section consists of 44 GOSARPs related to a total of 11 processes and 29 procedures (the
training program requirements are considered procedures).
CGM addresses cargo and mail handling functions conducted in cargo terminals or other designated cargo
handling facilities (hereinafter known as “cargo handling operations”). Cargo and mail handling functions
conducted in other airside areas of operations are addressed in Section 5, Aircraft Handling and Loading
(HDL).
Section 7 addresses functions within the scope of cargo handling operations which include:
• Regulated agents
• Cargo acceptance
• Shipment verification
• Cargo bulk load preparation
• Shipment movement
• Cargo/mail communication
• Special cargo–dangerous goods
• Other special cargo
• Cargo security
• Documentation–General
• Cargo and mail training program
Refer to Standard Ground Handling Agreement (SGHA) Section 5 Cargo and Mail Services (5.1 General, 5.2
Custom Control, 5.3 Documentation and Information Handling, 5.4 Physical Handling Outbound/Inbound, 5.5
Transfer/Transit Cargo, 5.6 Post Office Mail, 5.7 Irregularities Handling).
Unit load devices (ULDs) management is addressed in Section 1 (ORM) Subsection 2. Refer to ORM for
provisions that are applicable to the management of ULDs in station cargo and mail handling operations.
This section (CGM) is used for the audit of a provider that conducts cargo and mail handling operations in the
cargo warehouse.
related to the CGM section may be combined with the other training discipline requirements to be qualified to

1. Operational Procedure
1.1 Regulated Agents
CGM 1.1.1 The provider shall have a process to ensure, where a regulated agent or known shipper
program exists, known cargo for transport on a commercial aircraft is accepted as follows:
(i) Delivered by a regulated agent, a nominated representative of an entity approved by the

relevant authority, or a known representative of the operator;
(ii) Free from any signs of tampering.
(iii) Accompanied by all required information (paper or electronic) corresponding to the cargo
being delivered, including documentation that details the security status (e.g.,
consignment security declaration–CSD).
(iv) Subjected to additional security controls, if required by the customer airline. (GM)
Auditor Actions

IRM References
Known Cargo
External References
ICHM 8.1 Verify if Shipments Are Security Cleared
Additional Guidance
If evidence of security controls is provided when a shipment is transferred from a stakeholder to another one
(i.e., from regulated agent to regulated agent, from regulated agent to airline, from airline to airline, from
airline to regulated agent), cargo may be considered as secured and no further security screening is required
upon acceptance in the provider's facilities. A regulated agent database shall be available from the National
Authority and Operator(s), allowing identification of approved trucks, truck drivers, and any other details
pertaining to the approved entity delivering cargo for acceptance.
The consignment shall be packed or sealed by the regulated agent, known consignor or account consignor to
ensure that any tampering would be evident.
Evidence of security controls must be available in paper or electronic format. The most common document
used is the Cargo Security Declaration (CSD).
Known cargo consignments, once in the storage facilities, must be physically protected to prevent the
introduction of any article that might be used in an act of unauthorized interference (prohibited article). They
must not be left unattended and their access must be limited to persons involved in the protection/handling
and loading of cargo and mail onto an aircraft.
Customer airline(s) or provider's respective security programs may define, in accordance with their respective
authorities, and as required by risk assessments, additional security measures in the event that any of the
conditions that identify a known cargo are not met. In addition to the X-ray machine, such additional security
measures may include rescreening of cargo, visual check, hand search, explosive detection dogs (EDD)
and/or explosive trace detection (ETD).
CGM 1.1.2 The provider shall have a process to ensure, where a regulated agent or known shipper
program does not exist, unknown cargo for transport on a commercial aircraft is accepted in
compliance with appropriate security control requirements of the state(s) applicable to such
cargo shipments, including:
(i) Documentation as to the identity and details of the shipment.
(ii) Screening in accordance with CGM 1.2.3. (GM)
Auditor Actions

IRM References
Unknown Cargo
Regulated Agent
Known Consignor
External References
ICHM 7.1 Determining the Process Flow

ICHM 7.3 Validate Security
Additional Guidance
Unless cargo is accepted from a regulated agent and known shipper (whereby securing the cargo would
happen before acceptance at the provider's facilities, as accepted or required by the applicable civil aviation
security authorities), all cargo and mail shall typically be secured by X-ray equipment and, where applicable,
by at least one of the commonly approved additional methods Explosive detection dogs (EDD); Explosive
trace detection (ETD) equipment; hand search, or visual check.

1.2 Cargo Acceptance
CGM 1.2.1 The provider shall have a procedure to validate truck customs/security status, in accordance
with applicable regulations and requirements, that shall include:
(i) Integrity of seal
(ii) Security status
(iii) Condition of tarpaulin or loading compartment.
(iv) Driver security status (GM)
Auditor Actions

External References
ICHM 7.3 Validate Security/Customs Status Truck
Additional Guidance
The security status verification should be communicated via XFWB/XFHL or on the CSD based on the
shipment documentation.
CGM 1.2.2 The provider shall have procedures to unload truck and receive shipments at the warehouse,
that shall include the following:
(i) Identification of shipments
(ii) Check for damage and tampering of cargo.
(iii) Check documentation for shipments
(iv) Check for serviceable unit load devices (ULDs).
(v) Checks for nets, ropes, straps, protective materials, shoring are not damaged and do no
obstacle shipment's handling
(vi) Check for special cargo requirements (including Carrier's instructions). (GM)
Auditor Actions

External References
ICHM 7.4 Unload Truck / Receive Transfer Shipments

ICHM 7.3 Validate Security/Custom Status Truck
ICHM 12.4 Arriving Shipment in Warehouse
Additional Guidance
Procedures for safe truck unloading and receipt shipments at Provider's facility ensuring paper or electronic
documentation (e-AWB and e-HAWB) and other shipping documents (Shipper's declaration for DG, originals
of veterinary or phytosanitary certificates, commercial invoices, package lists, etc. for shipments) are present,
damaged and tampered cargo identified, documented and information sent to Carrier and Shipper. Carrier's
instructions are present at receiving shipment to facility, staff directly involved in receiving shipment to facility
are aware of the special requirements of the Carrier.
CGM 1.2.3 The provider shall have procedures to ensure that methods used to conduct security
screening for cargo and mail are in compliance with regulations of the state(s) and include the
following:
(i) Application of the method or a combination of methods appropriate to the type of

commodity screened.
(ii) Screening is performed by trained and certified personnel.
(iii) Records of screening method(s) used are filed and available to the customer airline. (GM)
Auditor Actions

Observed Cargo screening
External References
ICHM 7.5 Secure Cargo as Applicable

Additional Guidance
Cargo security controls applied by the provider shall be in compliance with local state requirements, the
requirements of the state of the customer airline transporting the cargo and the customer airline.
Due to the diverse nature of cargo shipments, it should be considered to assess the applicability of different
screening methods to increase the probability of detection and, at the same time, reduce the rate of false
positives.
The screening equipment is listed by national authorities and regularly calibrated.

CGM 1.2.4 The provider shall have procedures to receive and move shipments in transit and/or transfer to
appropriate storage that include the following:
(i) Identification of shipments.
(ii) Verification that goods in transit are protected from unlawful interference and correct
reconciliation procedures are deployed.
(iii) Security check.
(iv) Screened shipments are stowed in a secured area. (GM)
Auditor Actions

External References
ICHM 9.1 Receive Transit and Transfer Shipment

ICHM 9.2 Shipments in Transit and/or Transfer Are Security Cleared
ICHM 13.2 Move Shipment in Transit to Appropriate Location
ICHM 13.3 Move Shipments to be Transferred to other Carrier
ICHM 7.4.2 Receive Shipments Transferred from other Carriers
Additional Guidance
The transit/transfer shipments are done with suitable equipment upon verification against the cargo manifest.
The integrity and security clearance of the loads must be guaranteed. Care must be taken for special loads in
transit/transfer. Special storage devices are needed for special loads that require segregation, separation,
cool room, freezer room, etc. Shipments must be towed appropriately when in transit/transfer to other carriers
or to the cargo terminal.
CGM 1.2.5 The provider shall have procedures to receive and move shipments to be transferred to other
carriers that include the following:
(i) Identification of shipments for other carrier against the transfer manifest.
(ii) Security checks.
(iii) Screened shipments stowed in a secured area.
(iv) When a ULD is transferred, the transferring party shall provide the receiving party a
receipt, in paper or electronic form, for the transferred unit.
(v) Confirmation from the other carrier.
Auditor Actions

Reviewed procedures as per HQ requirements, including local SOPs, as applicable (focus: verification that
shipments are security cleared).
External References
ICHM 9.1 Receive Transit and Transfer Shipment

ICHM 9.2 Shipments in Transit and/or Transfer are Security Cleared
ICHM 13.2 Move Shipment in Transit to Appropriate Location
ICHM 13.3 Move Shipments to be Transferred to other Carrier
ICHM 7.4.2 Receive Shipments Transferred from other Carriers
Additional Guidance
The transit/transfer shipments are done with suitable equipment upon verification against cargo manifest. The
integrity and security clearance of the loads have to be guaranteed. Care must be taken for special loads in
transit/transfer. Special storage devices are needed for those special loads that requires, segregation,
separation, cool room or freezer room etc. Tow shipments appropriately when in transit/transfer to other
carriers or to the Cargo Terminal.
CGM 1.2.6 The provider shall have procedures to receive shipments in the warehouse that include the
following:
(i) Documentation verification
(ii) Shipment status
(iii) Support to regulator requests
(iv) Shipper-built ULDs (SBUs) separation from ULDs to be broken down. (GM)
Auditor Actions

Observed documentation verification
External References
ICHM 13.1 Receive Shipments in Warehouse

Additional Guidance
The integrity and security clearance of the loads must be guaranteed.

Care must be taken for special loads. Special storage devices are needed for special loads that require
segregation, separation, cool room, freezer room, etc.
Shipments must be towed appropriately when in transit/transfer to other carriers or to the cargo terminal.
1.3 Shipment Verification
CGM 1.3.1 The provider shall have a process to ensure that physical freight matches the booking
information that include the following:
(i) Verification of details against booking at the master AWB level.
(ii) Handling instructions and additional handling codes fit carrier booking
(iii) Embargoes and operational restrictions are as per state requirements at origin, transit,
destination and as published by the carrier. (GM)
Auditor Actions

Observed freight verification.
External References
ICHM 7.6 Booking Information Matches Actual Freight
Additional Guidance
Details at master AWB level against booking.

Ensuring that handling instructions fit the booked carrier product.
Verification that the embargoes list and operational restrictions are as published by the carrier and
irregularities are reported.
CGM 1.3.2 The provider shall have procedures to perform ready for carriage checks, including the
following:
(i) Check of weight, dimensions and piece number (according to operator requirements and
state requirements
(ii) e-AWB discrepancies.
(iii) Outsized and heavy cargo.
(iv) Shipper-built ULDs (SBUs).
(v) Shipment is properly packed, marked and labelled.
(vi) Address cargo that is found to be damaged or leaking.
(vii) Dangerous goods and other special cargo. (GM)
Auditor Actions
Identified/Assessed procedures as per GOSARP requirements (focus: e-AWB discrepancies).

Observed shipment verification
External References
ICHM 8.2 Perform Ready for Carriage Checks

DGR 9.1.3 Acceptance Checklist
Additional Guidance
All information is consistent with the physical shipment and ensures that applicable embargoes and
operational restrictions are complied with, including country and carrier-specific rules. Irregularities (piece
count, weights, missing documentation, ULD damage, contour omissions, restraining nets and materials
damages, cargo damages, leakages, tampering, improper labelling, etc.) are documented and reported to
operator.
CGM 1.3.3 The provider shall have procedures to validate information against the booking that includes:
(i) Comparative checks
(ii) Escalation procedure in case of discrepancies (GM)
Auditor Actions

Observed shipment validation.
External References
ICHM 8.3 Validate Information against the Booking and Update

ULDR Section 9: Par. 9.3 Storage
Additional Guidance
The preloading checks on data elements are fulfilled, in accordance with current customs regulations.

CGM 1.3.4 The provider shall have a process to ensure any type of cargo shipment is broken down,
delivered or transferred to the consignee in accordance with applicable requirements. (GM)
Auditor Actions

External References
ICHM 13.1 Receive Shipments in Warehouse

ICHM 13.2 Move Shipments in Transit to Appropriate Location
ICHM 13.3 Shipments to Be Transferred to other Carrier
AHM 426 ULD Buildup and Breakdown
Additional Guidance
Delivered cargo and ULDs shall be visually inspected and checked for accuracy of the correct cargo. Possible
evidence of damage/tampering shall be verified.
Prioritize the breakdown of cargo based on the priority of the customer airline(s) product and the nature of the
cargo.
Special cargo breakdown is usually treated as follows:
• Dangerous goods moved into storage area–segregation maintained, as applicable.
• Live animals moved into storage are appropriate for the animal type, in accordance with the IATA Live
Animal Regulations.
• Perishables moved into storage, cooler, freezer, etc. are appropriate for the type, in accordance with the
Perishable Cargo Regulations.
• Pharmaceuticals moved into storage, cooler, freezer, etc. are appropriate for the type, in accordance with
the Temperature Control Regulations.
• Valuable cargo moved into a secured location.
1.4 Cargo Bulk Loads Preparation
CGM 1.4.1 The provider shall have procedures to collect and address freight to ensure:
(i) Damaged or leaking shipments are not handled.
(ii) An assessment of the damage is conducted to determine whether such shipment is fit to
be transported on an aircraft.
(iii) If determined not fit for transport, such shipment is prevented from being transported, as
applicable.
(iv) Ensure segregation is complied with at all times (maximum allowed quantities, ventilation,
if necessary).
(v) All parties concerned are notified.
(vi) Observe and comply with markings and labels instructions. (GM)
Auditor Actions
Identified/Assessed procedures as per GOSARP requirements (focus: cargo and mail found
damaged–assessing if not fit for transport and notifying the customer airline, as defined by the applicable
requirements).
Reviewed procedures as per HQ requirements, including local SOPs, as applicable. (focus: cargo and mail
found damaged–assessing if not fit for transport and notifying the customer airline, as defined by the
applicable requirements).
External References
ICHM 9.4.3 Prepare Bulk Loads

ICHM Appendix I Irregularity Handling
Additional Guidance
Damaged, tampered, pilfered or missing cargo, once confirmed, may occur during handling or before, during
and after air transportation. An assessment, in particular, is needed to confirm whether shipment(s) is
allowed, or not, for air transportation.
Ensure segregation and handling conditions as per AWB are is complied with at all times (i.e., max allowed
quantities, ventilation, separation).
CGM 1.4.2 The provider shall have procedures to prepare bulk loads into suitable ground support
equipment (GSE) and communicate the actual load in accordance with applicable loading
instructions. (GM)
Auditor Actions

Observed bulk loads preparation
External References
ICHM 9.4.3 Prepare Bulk Loads

ICHM 9.4.4 unitize Freight as Planned
Additional Guidance
Suitable GSE shall be used and moisture removed.

Basic buildup requirements followed for cargo protection from precipitation, weight spreading and stacking of
packages.
Light/fragile cargo placed on top and segregation ensured, if applicable.
Actual load is communicated to manifesting/documentation department.
CGM 1.4.3 The provider shall have procedures to build-up ULDs that include:
(i) Weight spreading and center of gravity requirements
(ii) Applicable limitations
(iii) Respect for required cargo positioning on ULD
(iv) Segregation is maintained at all times
(v) ULDs and accessories verification before the use (GM)
Auditor Actions

External References
ICHM 9.4.4 Unitize Freight as Planned

ICHM 9.4.1 Prepare ULDs and Accessories
Additional Guidance
Area/floor load limitations must be complied with and, if exceeded, spreading material must be used. High-
density and heavy cargo must always be placed first and close to the center of the ULD. Lighter packages can
be placed on the outside and at the top. Ensure segregation is maintained at all times.
CGM 1.4.4 The provider shall have procedures ensuring safe raising of freight in compliance with tie-
down material and attachment points, and to ensure a correct load close-out. Special cargo
loads shall follow customer airline instructions, if any. (GM)
Auditor Actions

Reviewed procedures as per HQ requirements, including local SOPs, as applicable (focus: restraining and
locking procedures).
External References
ICHM 9.4.5 Rising of Freight
Additional Guidance
Freight is raised to avoid obstructing pallet edge rails.

Follow the stacking of packages rules.
Ensure aircraft structural weight and contour limitations are not exceeded.
CGM 1.4.5 The provider shall have procedures for cargo weighting to ensure that:
(i) Bulk cargo and mail weights are recorded on a tag.
(ii) Built up ULDs are weighed and weight is recorded on a tag.
(iii) There is an allowable fallback scenario if scales are out of order. (GM)
Auditor Actions

External References
ICHM 9.4.4 Unitize Freight as Planned

ICHM 9.4.5 Raising of Freight
ICHM 9.4.5.3.5 Tie-Down Inside Containers
ICHM 9.4.6 ULD Close Out
AHM 426 ULD Buildup and Breakdown
Additional Guidance
Depending on the weight and nature of the packages, different tie-down inside containers can be used.

CGM 1.4.6 The provider shall have procedures for a ULD build-up safety check before handover to ramp
staff that shall include:
(i) Check ULD contour after ULD build-up.
(ii) Ensure nets and straps are properly applied. (GM)
Auditor Actions

External References
ICHM 9.4.8 Safety Check after ULD Build-Up
Additional Guidance
Final check of the ULD build-up (i.e., stability, segregation, net/doors closing) if contour is fit for aircraft type,
straps and/or tie-down rings are appropriately applied and securely affixed.
1.5 Shipments Movement
CGM 1.5.1 The provider shall have procedures to move shipments from the warehouse to hold area that
include the following:
(i) Move ULDs in the secure flight holding area, complying with special instructions.
(ii) Make sure to protect cargo and mail from water damage.
(iii) Line up ULDs in inflight order, if known.
(iv) Prepare documentation for handover. (GM)
Auditor Actions

Observed shipment movement.
External References
ICHM 10.1 Move Shipments from Warehouse to the Hold Area for Ramp Transportation
Additional Guidance
The holding area shall offer protection from adverse weather conditions.
1.6 Cargo and Mail Communication
CGM 1.6.1 The provider shall have a communication process to receive, transmit and transfer information
and data to all interested parties. (GM)
Auditor Actions

External References
ICHM 7.1 Channel Forwarder Information to Applicable Parties

ICHM 9.5 Consolidate Information and Data Transmission to Load Control
AHM 381 Special Load NOTOC
Additional Guidance
Procedures typically address the types and methods of communication necessary to ensure effective
coordination between cargo handling personnel, the load control office and ramp staff.
CGM 1.6.2 The provider shall have procedures to transfer information and data to the load control office
to ensure all cargo, mail and stores (supplies) loaded onto the aircraft are accounted for in the
load control process. (GM)
Auditor Actions

External References
ICHM 9.5 Consolidate Information and Data Transmission to Load Control

AHM 381 Special Load–Notification to Captain.

Additional Guidance
Procedures typically address the types and methods of communication necessary to ensure effective
coordination between cargo handling personnel and the load control office for load sheet preparation.
CGM 1.6.3 The provider shall have procedures for cargo and/or mail reporting of any irregularity,
accidents, incidents and undeclared dangerous goods. (GM)
Auditor Actions
Identified/Assessed procedures as per GOSARP requirements (focus: document check against actual cargo
and e-AWB discrepancies).
Reviewed procedures as per HQ requirements, including local SOPs, as applicable (focus: document check
against actual cargo and e-AWB discrepancies).
External References
ICHM 8.2 Perform Ready for Carriage Checks

ICHM Appendix I Irregularity Handling
DGR 9.6 Reporting
Additional Guidance
For the cargo handling agent, the communications should be done through electronic means and include the
e-AWB, e-HAWB, security status, security screening needs and all other available information.
Stores (supplies) include food, newspapers, magazines, pillows, blankets, etc.
2.1 Special Cargo Dangerous Goods
CGM 2.1.1 The provider shall have a process for the acceptance of dangerous goods, in accordance with
applicable regulations and requirements, to:
(i) Include the use of a dangerous goods acceptance checklist to verify dangerous goods
shipments are accepted in accordance with all applicable requirements for transportation
on an aircraft. The check shall ensure, as applicable to specific dangerous goods
shipments, that:
(a) The quantity of dangerous goods per package is within applicable limits.
(b) The marking of packages, overpacks, freight containers or ULDs is visible and in
agreement with the accompanying Shipper's Declaration of Dangerous Goods
(DGD).
(c) The packaging specification marking indicates a packing group that is appropriate for
the dangerous goods contained within the package.
(d) Proper shipping names, UN numbers, ID numbers, hazard and handling labels on
interior packages of an overpack are visible or reproduced on the outside of the
overpack.
(e) Labeling and marking of packages, overpacks, freight containers and ULDs is in
accordance with requirements for radioactive and non-radioactive material.
(f) The outer packaging of a package is of the type stated on the accompanying DGD
and is permitted by the applicable packing instruction.
(g) Packages or overpacks do not contain different dangerous goods that require
segregation.
(h) Packages, overpacks, freight containers and/or ULDs are not leaking and there is no
indication the integrity has been compromised.
(i) Overpacks do not contain packages, baring accordance with specified exceptions.
(ii) Ensure documentation associated with the acceptance and handling of dangerous goods
is retained for a minimum period of three months after the flight on which the dangerous
goods were transported.
(iii) Ensure English, in addition to the language required by the state of origin, is used for
markings and transport documents related to the shipment of dangerous goods.
(iv) Ensure ULDs containing dangerous goods have a dangerous goods ULD tag that is
marked with the class or division number(s) of the dangerous goods contained therein,
and, if the ULD contains packages bearing “Cargo Aircraft”, it is loaded onto a cargo
aircraft.
Auditor Actions

IRM References
Freight Container (Radioactive Materials Only)

Shipper's Declaration of Dangerous Goods
State of Origin

External References
ICHM 8.2.2 Acceptance of Special Cargo

DGR Section 2 Limitation
DGR Section 7 Marking
DGR Section 8 Labeling and Documentation
DGR Section 9 Handling
DGR 9.1.3 Acceptance Checklist
CGM 2.1.2 The provider shall have procedures to ensure dangerous goods are separated from other
cargo or incompatible materials, in accordance with published category restrictions and
applicable requirements. Packages of radioactive material shall be separated by workers.
(GM).
Auditor Actions

External References
ICHM Appendix E Segregation Chart

Additional Guidance
Apply also at locations where only general cargo is accepted.

Leakages of dangerous goods may be hazardous if they come into contact with other dangerous goods or
incompatible cargo. In the event of leakage, the cargo must be separated at each stage of the handling.
Incompatible cargo may include live animals, perishables, live human organs, pharmaceuticals and vaccines.
Segregation procedures must be applied upon storage, handling (pallet build up), and loading. The facilities
must allow dedicated storage space for segregation. Charts (tables) should be displayed.
CGM 2.1.3 The provider shall have procedures to ensure notices providing information about the
transportation of dangerous goods are prominently displayed at cargo acceptance locations.
(GM)
Auditor Actions

External References

ICHM 9.5 Consolidate Information
Additional Guidance
Applicable also at locations where general cargo is accepted.

The purpose of the notices is to make delivery persons and staff tendering any kind of cargo aware of items
that are dangerous goods.
CGM 2.1.4 The provider shall have procedures to ensure packages or overpacks containing dangerous
goods and labeled “Cargo Aircraft Only” are loaded in accordance with the applicable
regulations and requirements onto a cargo aircraft only. The shipment(s) must bear a “CAO”
ULD tag and be loaded either in a:
(i) Class C aircraft cargo compartment; or
(ii) ULD equipped with a fire detection/suppression system equivalent to that required by the
certification requirements of a Class C aircraft cargo compartment, as determined by the
applicable authority. or
(iii) Manner such that, in the event of an emergency involving such packages or overpacks, a
crewmember, or other authorized person, can access the packages or overpacks and
can handle and, where size and weight permit, separate such packages from other cargo.
(GM)
Auditor Actions

IRM References
Cargo Compartment Classifications

External References
ICHM 9.4.7 The ULD Tag

DGR Section 9 Handling.
ULDR 3.1.2 Compartment Classification
Additional Guidance
A Class C aircraft cargo compartment, as per the DGR, can be used to carry baggage or cargo if it has:
(i) Separate and approved smoke detector or fire detection system that provides a flight deck warning.
(ii) An approved built-in fire extinguishing or suppression system controllable from the flight deck.
(iii) A means to control ventilation and airflow within the compartment.

As an alternative to a Class C cargo compartment, purpose-built ULDs that are individually equipped with a
fire detection/suppression system may be used to load “Cargo Aircraft Only” dangerous goods, subject to
certification by the appropriate authorities and as per requirements of the customer airline(s).
Packages or overpacks bearing a CAO label, and subsequently, the corresponding ULDs bearing “CAO”
indicated on the ULD tag, must be built up and loaded in a way to allow access by crew or authorized person.
They must also be separated from other cargo, whenever possible. Accessibility implies that there must be
unimpeded access to the ULD containing the CAO dangerous goods packages including, where applicable,
access to the aircraft, in closer proximity to crew, and/or the dangerous goods are not loaded into a closed
container.
CGM 2.1.5 The provider shall have procedures to ensure that packages/overpacks of dangerous goods
are secured from movement when loaded into a ULD and correctly segregate from
incompatible goods. (GM)
Auditor Actions

External References
ICHM 9.4.5.3 Tie-Down Material and Attachment Points

AHM 311 Securing of Load
DGR 9.3.5 General Loading and Securing Requirements
Additional Guidance
Packages and overpacks loaded in a ULD must be restrained appropriately to prevent any movement.
CGM 2.1.6 The provider shall have procedures to ensure that appropriate communications are in place to
address leakages or spills from packages of dangerous goods. (GM)
Auditor Actions

External References
ICHM Appendix I Irregularity Reporting

AHM 320 Handling of Damaged cargo
DGR 9.4.4 Damaged or Leaking Packages
Additional Guidance
If a package is damaged or leaking (or suspected), access to the package should be restricted. Local safety
and/or emergency procedures should be followed.
2.2 Other Special Cargo
CGM 2.2.1 The provider shall have a process for the acceptance and handling of live animals, in
accordance with the IATA Live Animal Regulations (LAR), that includes the following
elements:
(i) Documentation acceptance:
(a) Shipper's certification for live animals
(b) Air waybill
(c) Convention on International Trade in Endangered Species of Wild Fauna and Flora
(CITES), as applicable
(d) Health certificates, as applicable
(e) Export/import permits, as applicable
(ii) Container requirements, including labeling and marking
(iii) Animal welfare, including feeding and watering
(iv) Animal shipment is handled by qualified staff
(v) Storage facilities (GM)
Note: Sub-provisions (i) and (ii) are applicable to acceptance. Sub-provisions (iii) to (v) are applicable to
handling.

Auditor Actions

External References

AHM 332 Handling and Stowage of Live Animals
IATA LAR 2.2 Specific Variations by Countries
Additional Guidance
A Live Animal Acceptance Checklist should be used, and all documentation must be available and verified
against the AWB and corresponding live animals shipment accepted for air transport.
CITES dedicated documents may be required when accepting protected species.
Each live animal species' purpose-built container must meet the requirements of the LAR in terms of
construction, ventilation, safety, animal welfare and health, feeding and watering.
Stocking densities must be observed.
Disturbance of live animal shipments must be minimal during ground handling. Unauthorized persons and
staff must be prohibited from approaching or disturbing animals.
Animals must be protected from inclement weather conditions, such as excessive sunlight, noise and drafts.
Segregation must be maintained between animals that are natural enemies, as well as from food, human
remains, or dangerous goods shipments, as well as from laboratory animal shipments.
CGM 2.2.2 The provider shall have procedures to accept live animals that require the presence of a Live
Animal Attendant on board, and to verify the attendant is in possession of a certificate of
competence approved by the customer airline(s), or equivalent document from a government
regulatory body. (GM)
Auditor Actions

External References
AHM 332 Handling and Stowage of Live Animals

LAR 1.2.8 Attendants
LAR 1.2.9 Competency
LAR Chapter 5 Animal Behavior
Additional Guidance
Live animal shipments must be in accordance with the IATA LAR and must only be handled by appropriate
competent staff. Training requirements expected from the provider (in charge of acceptance and handling) are
usually defined by the customer airline(s). To ensure flight safety, the presence of attendant(s) is generally
necessary to supervise the behavior of certain animal species (e.g., horses, elephants) and intervene, if
needed. Attendants must have received adequate training. Especially, they must be qualified to administer
tranquilizers and perform euthanasia (veterinary or equivalent expert, as per customer airline(s) requirement).
CGM 2.2.3 The provider shall have procedures for overhang and heavy cargo acceptance and handling in
accordance with applicable requirements. (GM)
Auditor Actions

External References

AHM 454 Handling Loading of Big Overhang Items
Additional Guidance
Definition of heavy cargo should be specific to the customer airline(s).

Aircraft load limitation requirements shall define, for overhang and heavy cargo, the procedure for proper
securing and particular restraint against the possible collapse during ground and air operations.
Advance arrangements should be made regarding heavy cargo for load spreading, aircraft area load
limitations, shoring, and restraints to ensure that aircraft limitations will not be exceeded and heavy cargo
pallets do not move during air transport.
CGM 2.2.4 The provider shall have a process to ensure company materials (COMAT) are accepted and
handled in accordance with the requirements of the customer airline(s) and the IATA DGR for
COMAT shipments containing dangerous goods. (GM)
Auditor Actions


External References

Additional Guidance
COMAT must be identified with dedicated markings or labelling and shall be treated as “regular” cargo.
COMAT must travel under an AWB or other transport document.
If COMAT is identified as containing hazardous material, it must be documented, packed, marked and labeled
in accordance with the IATA DGR manual.
2.3 Scales Verification
CGM 2.3.1 The provider shall have a process to ensure the scales utilized to determine the weight of
cargo intended for air transport are periodically checked and calibrated. The scale inspections
shall be recorded and copies retained in a local file, in accordance with applicable regulations
and/or requirements. The retention period shall not be less than six months. (GM).
Auditor Actions

External References
ICHM 9.4.6 Cargo weighing

AHM 941 Functional Specification for Equipment Used for Establishing the Weight of a ULD/Bulk Load
Additional Guidance
Scales (weighbridges) are checked with a known weight at periodic intervals (in general at least once every
three months).
Calibration is performed on a longer interval (at least once per year) and after a repair. The results of all
checks shall be filed and retained for an identified period of time (in general to show current and previous
control checks).
Control of the individual scale calibration stickers should not be considered a sufficient oversight (record).
CGM 2.3.2 The periodic checks of scales as described in CGM 2.3.1 should be conducted with known
weights, in accordance with local regulations and/or applicable requirements, at intervals not
exceeding once every six months. (GM)
Auditor Actions

External References
ICHM 9.4.6 Cargo weighing

2.4 Cargo Security
CGM 2.4.1 The provider shall have a security plan that describes security controls in place to:
(i) Prevent personnel and vehicles from unauthorized access into the provider's facilities and
any other areas where the provider conducts cargo handling operations for customer
airlines.
(ii) Ensure cargo and mail intended for transport on a commercial aircraft, which is moved
about or stored at the airport prior to being loaded on an aircraft, remains inaccessible
from unauthorized interference and is retained in secure storage areas until the provider
has transferred it to the operation for loading. (GM)
Auditor Actions

External References
ICHM 7.3 Validate security
Additional Guidance
The provider's security plan documents security controls throughout the provider's cargo facilities for various
cargo handling activities.
The security plan contains sensitive information, which shall typically be made available only to staff involved
in cargo security, and describes the requirements pertaining to security of cargo through all processes of
handling (e.g., acceptance, storage, loading).

All cargo and mail shall be subjected to adequate security controls before being loaded on an aircraft. All
consignments, once secured, must be protected from unauthorized interference (e.g., CCTVs, locked areas,
gate readers, and guards) from the time security controls have been applied until the consignments are
loaded on an aircraft.
These controls are typically performed by an authority (i.e., government or airport authority) and/or the
provider, or other entity deemed competent by the provider and/or customer airline.
To ensure that consignments to which the required security controls have been applied are protected from
unauthorized interference during transportation, protective cargo measures shall be in place. These typically
include sealing of secured cargo, storage in a secure area accessible only to authorized staff, storage and
transportation to the aircraft in a security-controlled environment (e.g., CCTVs and guards in the warehouse,
guards accompanying ULDs to aircraft, verification of security seal(s) at aircraft side, loading operations
monitored by security agents).
CGM 2.4.2 The provider shall have a process to ensure that cargo and mail consignments identified as
high-risk cargo are subjected to the appropriate security controls. (GM)
Auditor Actions

IRM References
Security Threat
External References
ICHM 7.1 Channel Forwarder Information to Applicable Parties

AHM 621 Management and Safety
Additional Guidance
Depending on the customer airline's requirements, dictated by the respective state's security program, at least
two of the approved methods may have to be implemented when securing cargo and mail upon acceptance.
As per the provider's and airline(s)' respective security programs, the level of cargo security requirements
shall be commensurate with the threat level. The level of threat being a measure of the probability of an act of
unlawful interference being committed against civil aviation. Typically, there are three levels of threat,
classified as low (base), medium (intermediate), or high.
3. Documentation
3.1 General
CGM 3.1.1 The provider shall have a process to ensure the Policies and Procedures Manual (PPM) used
in support of cargo and mail operations includes:
Auditor Actions

Additional Guidance
Document review and distribution to operational staff, either from the provider, the customer airline or any
other source (e.g., airport, local authority) is a difficult task, specifically for those functions that do not have
direct access to a company computer or are not able to read the documentation in their original language.
The provider shall have a process to ensure that changes to the operational documentation (e.g., local SOPs
and customer airline requests) are communicated in a clear an understandable manner. Various methods
may apply (i.e., logs of read and sign, peer-to-peer briefings).
CGM 3.1.2 The provider shall ensure the relevant and required operational documentation is accessible
in a usable format in all station locations where cargo and mail operations are conducted.
Such required documentation includes the current version of:
(ii) IATA Dangerous Goods Regulations (DGR) and addenda, if applicable, or equivalent
documentation.
(iii) Emergency response plan (ERP) of the local airport authority and of the customer
airline(s), as applicable.

(iv) IATA Cargo Handling Manual (ICHM), Live Animal Regulations (LAR), Perishable Cargo
Regulations (PCR), Temperature Control Regulations (TCR) and ULD Regulations
(ULDR), as applicable. (GM)
Auditor Actions

Sampled current DGR
Sampled current ERP
Sampled current LAR
Sampled current PCR
Sampled current TCR
External References
Additional Guidance
“Accessible in usable format” is intended to mean that all applicable operational personnel can have free
access to any type of document as per the provider's own documentation system, in conformity with the
requirements per ORM Table 1.1.
Availability of only the provider's manual may be sufficient when such manual is accepted by the customer
A current edition of the DGR would include any addenda that are applicable.
Applicability of dangerous goods requirements to ground operational functions is defined in DGR Section 1,
Table 1.5.A.
The Live Animal Regulations (LAR), Perishable Cargo Regulations (PCR) and Temperature Control
Regulations (TCR) are manuals that are required only at stations where cargo operations are conducted.
4. Training
4.1 Cargo and Mail Training Program
CGM 4.1.1 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities within cargo and mail operations complete
dangerous goods and job-specific training for their assigned operational function(s) as per
CGM Table 1–Dangerous Goods Training. The recurrent training shall be completed within a
24-month period since the previous dangerous goods training. (GM)
Auditor Actions

External References

DGR 1.5 Training Requirements
Additional Guidance
Linked to ORM 4.1.2

CGM 4.1.2 The provider shall have a training program, as specified in ORM 4.1.2, that ensures all
personnel with duties and/or responsibilities that require the operation of GSE for their
assigned operational function(s) complete the GSE-specific training. (GM)
Auditor Actions

Additional Guidance
Linked to ORM 4.1.2
Table
CGM Table 1–Dangerous Goods Training

Functional Groups
Subject areas to be addressed in dangerous goods training for cargo handling personnel is determined based
on operational functions, as defined below:
Function 6: Personnel assigned responsibilities for dangerous goods acceptance.
Function 7: Personnel assigned responsibilities for cargo and/or mail acceptance.
Function 8: Personnel assigned responsibilities for cargo or mail handling, ULD build-up and/or storage and
baggage handling.
Note: Function numbers correspond to those used in the IATA DGR, Subsection 1.5, Table 1.5.A.
Training Subject Areas
Dangerous goods training subject areas are applicable to personnel in functional groups as shown below.
(i) General philosophy All Functions
(ii) Limitations All Functions
(iii) General requirements for shippers Function 6
(iv) Classification Function 6
(v) List of dangerous goods Function 6
(vi) General packing requirements Function 6
(vii) Packing instructions Function 6
(viii) Labelling and marking All Functions
(ix) Shippers declaration and other relevant documentation Functions 6, 7
(x) Acceptance procedures Function 6
(xi) Recognition of undeclared dangerous goods All Functions
(xii) Storage and loading procedures Functions 6, 8
(xiii) Pilots' notification Functions 6, 8
(xiv) Provisions for passengers and crew All Functions
(xv) Emergency procedures All Functions

Attachment “A” — Mandatory Observations
Effective for ISAGO Standards Manual, Edition 8
The Mandatory Observation (MO) are produced to support the consistent assessment of GOSARP
implementation. The objective of a Mandatory Observation is to enable the ISAGO auditor to verify that a
process or procedure required in an ISAGO Standard and Recommended Practice (GOSARP) is implemented
correctly and is in conformity with the requirement(s) of the GOSARP. This is important as the record of the
Mandatory Observation in the ISAGO Audit Report will be used by an airline as confirmation that the process or
procedure meets its requirements and has been properly checked and verified.
The MOs are listed in this attachment for reference only. They are included in the audit software and shall be
performed by the auditor as applicable to the scope of provider’s operations. They can be also downloaded in a
word format, which is intended to be used as an aide-mémoire during the on-site audit when the auditor has no
access to the audit software (apron, cargo warehouse etc.).
It might, at the time of performing the observations, be a more convenient, more reliable or simply a preferred
method to determine what needs to be observed and to record the results. The completed checklist can then be
used to update the audit software at a later time.
The operational activities within the MO are organized in a manner that follows the sequence of aircraft
turnaround, from check-in and aircraft arrival to load control and aircraft pushback. The GOSARPs verification
not included in the MO still have the “Observed” requirement in the AA.
The auditor is required to record (in the audit software) the details of the operation observed, such as:
• The number of customer airlines observed (partial or complete turnaround) and the name of each airline,
flight number; and
• The number of aircraft observed and, for each aircraft, the manufacturer, type, variant and configuration
(passenger/cargo/combi).
These details are used to demonstrate that an appropriate variety of processes and procedures, representative
of the GSP’s operations, have been sampled in the assessment.
The word form (checklist) of the MOs is available to download from the ISAGO website and ISAGO auditors are
free to adapt the checklist to suit themselves. The ISAGO auditor may also develop and use a checklist of their
own design. ISAGO auditors should, however, ensure that, if using this or any other checklist, the Mandatory
Observations are correctly recorded in full in the audit software.
To be effective, the comments recorded by the ISAGO auditor should assist in the assessment of conformity of
a ground operation with the applicable GOSARP. The ISAGO auditor should, therefore, record details of all
evidence of conformity or nonconformity in the Comments section.
GOSM Ed 8, April 2019 A 275

Where a GOSARP or a performed Mandatory Observation relates to a specific aircraft, details of the aircraft
type, airline (flight number, if available) and location (stand identifier) should be recorded in the Related Details
section. Similarly, identification details of a specific system or equipment (probably GSE) should be recorded if
the GOSARP or Mandatory Observation performed relates to it. The reason for this is the Audit Summary
includes a list of the airlines/flights and aircraft that were observed to demonstrate proper sampling of the
provider’s operations. These details are required as part of supporting, or showing lack of evidence of,
conformity.
Details of an interview or discussion that takes place during a Mandatory Observation, more usually in support
of an Auditor Action, may also be recorded in the checklist.
The checklist may be destroyed once the recorded information is transferred to the audit software.
More than one checklist may be needed. Several Mandatory Observations are required to verify conformity, and
need to be repeated for each process or procedure if the:
• Provider has a different procedure for each type of aircraft, customer airline or local (airport) conditions.
• First or previous observation revealed a potential nonconformity and verification that it was an exceptional
occurrence is needed.
• Provider conducts ground operations in several locations on the airport.
How many Mandatory Observations should be performed will depend upon several factors, such as the number
and frequency of aircraft turnarounds, the number of customer airlines and the time available. Adequate time
should be allocated by the ISAGO auditor to make as many observations as possible, giving priority to the
customer airlines that subscribe to receive ISAGO Audit Reports–these airlines are notified on the ISAGO
website. A minimum of seven turnarounds is expected; however, the ISAGO auditor must observe as many
aircraft turnarounds and perform as many Mandatory Observations as needed to be satisfied that conformity or
nonconformity with the GOSARP can be justly concluded.
A 276 GOSM Ed 8, April 2019
Attachment “A”

GOSARP Mandatory Observation Performed Related Details Comment
Aircraft type, Record what you
airline saw (conformity or
potential finding or
something you
need to observe
again)
PAB 1.1.1 Boarding pass issuance Yes
No
PAB 1.1.2 Carry-on baggage Yes
acceptance No
PAB 1.1.3 Cabin baggage Yes
No
PAB 1.2.1 Load control Yes
communications No
PAB 1.2.1 Transfer information to load Yes
control No
PAB 2.4.1 Detection, identification and Yes
reporting of dangerous No
goods
PAB 2.4.2 Acceptance and handling of Yes
battery-powered mobility No
aids
PAB 2.5.3 Measures for hold baggage Yes
protection No
PAB 2.5.1 Screening and tags controls Yes
No
PAB 2.2.1, Acceptance of weapons Yes
PAB 2.2.2, No
PAB 2.2.3,
PAB 2.2.4
PAB 1.1.9 Handling of PRMs Yes
No
PAB 1.1.8, Passengers requiring Yes
PAB 1.1.9 assistance No
PAB 2.1.1 Passengers that display the Yes
symptoms of a No
communicable disease
PAB 2.1.3 Disruptive and/or Yes
intoxicated passengers No
PAB 2.1.2 Passengers subject to Yes
judicial or administrative No
proceedings notification to
PIC

Load Control (LOD)

something you
need to observe
again)
LOD 1.1.1 Use of operator-approved Yes
coding scheme No
LOD 3.1.2 Current edition of IATA Yes
DGR or equivalent No
approved manual and
manual load documentation
LOD 2.1.2 Communication process of Yes
load information or data No
(that could affect aircraft
weight and balance
calculations) to the person
responsible for final
calculation of weight and
balance prior to flight
departure (electronic, paper
or verbal)
LOD 2.1.2 Communication of Yes
information between No
customer airline and DCS
provider
LOD 1.2.1 Calculation of provisional Yes
weight and balance data No
LOD 1.2.1 Communication of Yes
provisional weight and No
balance data
LOD 1.2.2 Access to operational data Yes
No
LOD 2.1.1 Coordination (exchange Yes
information) with customer No
airline to ensure their DCS
data is approved
LOD 2.1.2 Coordination (exchange Yes
information) with customer No
airline to ensure their DCS
data is current and
maintained
LOD 1.1.2 Implementation of load Yes
planning data access No
process
LOD 2.2.1 Manual weight and balance Yes
exercises No
Attachment “A”

something you
need to observe
again)
LOD 1.2.2, Person responsible for Yes
LOD 1.2.3, producing load planning No
LOD 1.2.4 instructions to have access
to all needed aircraft, airport
and load data
LOD 1.3.1 Ramp supervision process Yes
to monitor and document No
offload
LOD 1.3.1 Report any variance to Yes
Load Control No
LOD 1.3.2 Ramp supervision of aircraft Yes
loading No
LOD 1.4.1 Confirmation aircraft Yes
loading and load finalization No
LOD 1.4.2 Production of electronically Yes
generated load sheet, or No
provides the PIC with
(agreed) final LIR
LOD 1.4.2 Production of manual load Yes
sheet, or provides the PIC No
with (agreed) final LIR
LOD 1.4.3 Process where a load sheet Yes
is amended at the aircraft No
with a LMC
LOD 1.5.2 Process to ensure that the Yes
dangerous goods No
information provided to the
PIC is in accordance with
the requirement of the
customer airline(s)
LOD 2.3.1 NOTOC production Yes
No
LOD 2.3.1 NOTOC issuance and Yes
delivery to the PIC No
LOD 2.3.1 NOTOC including Yes
dangerous goods No
LOD 2.4.1 Procedures in the event of a Yes
potential discrepancy No
associated with the
accuracy of weight and
balance


something you
need to observe
again)
LOD 2.4.1 Relevant information Yes
immediately provided to the No
PIC
LOD 2.4.1 Discrepancy reported to the Yes
customer airline No
Attachment “A”

something you
need to observe
again)
HDL 1.2.4, Driving of the GSE Yes
HDL 1.2.5, No
HDL 1.2.8
HDL 1.2.3 Parking of the GSE Yes
No
HDL 1.1.2 Operation of the GSE Yes
HDL 1.2.12 No
HDL 1.2.7 GSE positioning using Yes
guide person No
HDL 1.2.13, GSE positioning at the Yes
HDL 1.2.14 aircraft, safety precautions No
HDL 1.2.8, Adoption of all safety Yes
HDL 1.2.12 measures to prevent GSE No
incidents
HDL 1.2.6 Operation of ULD dollies Yes
and/or baggage carts No
HDL 1.2.6 Use of proper restraining Yes
tools No
HDL 1.10.3 Use of guides and safety Yes
rails No
HDL 1.10.1 Positioning of loading Yes
equipment considering the No
vertical movements during
loading/unloading
procedures
HDL 1.11.1 In-plane loading system Yes
operations No
HDL 1.2.9 ASU, PCA and GPU Yes
positioning No
HDL 1.2.10 Observe safe parking Yes
techniques being applied No
around aircraft
HDL 1.2.11 Motorized GSE not left Yes
unattended with engine No
running, except in cold
weather conditions
HDL 1.2.12 GSE, when positioned at Yes
the aircraft, has the No
stabilizers deployed


something you
need to observe
again)
HDL 1.2.12 All the applicable safety Yes
equipment is in use No
HDL 1.2.1 Programmed maintenance Yes
that ensures GSE remains No
safe to operate and in good
condition
HDL 1.5.3 Operation of potable water Yes
units No
HDL 1.3.1, Operation of passenger Yes
HDL 1.4.1, boarding bridges and stairs No
HDL 1.4.2, as required by safety
HDL 1.4.5, procedures
HDL 1.4.6,
HDL 1.4.7
HDL 1.4.4 Prevent gaps between Yes
aircraft fuselage and bridge, No
as applicable
HDL 1.4.3 Only authorized operators Yes
are in the bridgehead No
HDL 1.8.4 ULDs are inspected for Yes
damage before loading No
HDL 1.8.1 Aircraft loading to prevent Yes
movement or spillage No
during flight
HDL 1.8.2 Loading supervision by Yes
qualified person No
HDL 1.8.3 Offload final check of cargo Yes
hold No
HDL 1.8.5 ULD’s unit number, weight Yes
and destination No
HDL 1.8.6 Loading information and Yes
data are transmitted for final No
weight and balance
calculation
HDL 1.8.7 LIR is signed and Yes
transmitted to Load Control No
HDL 1.9.1 Ground stability of an Yes
aircraft (where applicable) No
during loading and
unloading operations
Attachment “A”

something you
need to observe
again)
HDL 1.8.10 Loading/offloading ULDs Yes
are inspected for sign of No
dangerous goods leakages
HDL 1.8.10 Loading/offloading hold Yes
baggage are inspected for No
sign of dangerous goods
leakages
HDL 2.1.1, Procedures for dangerous Yes
HDL 2.1.2 goods handling during No
loading
HDL 2.1.3 Cargo Aircraft Only Yes
No
HDL 1.8.10 In case of dangerous goods Yes
leakages, the appropriate No
actions are taken
HDL 2.1.4 Verify the NOTOC Yes
completion No
HDL 2.1.5 DGR loading procedures Yes
No
HDL 1.11.2 ULDs loading for Yes
positioning No
HDL 1.11.3 ULDs loading for locking Yes
No
HDL 1.11.2 ULDs loading for aircraft Yes
compatibility No
HDL 2.2.1 Handling of live animals (as Yes
applicable) No
HDL 2.2.1 Loading of live animals (as Yes
applicable) No
HDL 2.2.2 Handling of perishable and Yes
temperature sensitive No
healthcare products
HDL 2.2.2 Loading of perishable and Yes
temperature sensitive No
healthcare products


something you
need to observe
again)
AGM 1.1.1, ERA preparation Yes
AGM 1.1.2 No
AGM 1.1.3 Chocks positioning Yes
No
AGM 1.1.3 Safety cones positioning Yes
No
AGM 1.1.4 Aircraft inspection before Yes
GSE aircraft approaching No
and positioning
AGM 1.1.1 Apron conditions (FOD Yes
removal actions) No
AGM 1.2.2 Marshalling process Yes
No
AGM 1.3.1 Predeparture walkaround Yes
check: power cables No
removed
AGM 1.3.1 Passenger boarding Yes
devices removed No
AGM 1.3.1 Service panels closed Yes
No
AGM 1.3.1 Hatches closed and latched Yes
No
AGM 1.3.1 Handles are flush with Yes
fuselage No
AGM 1.3.1 External dents/skin panel Yes
damages No
AGM 1.3.1 Landing gear safety pins Yes
removed No
AGM 1.3.2 Chocks removal procedures Yes
No
AGM 1.3.2 Flight deck notification and Yes
confirmation No
AGM 1.3.3 Predeparture ramp Yes
preparation No
AGM 1.3.7 Pushback tractor connected Yes
to the aircraft not left No
unattended (if in cold
weather, operator takes
other precautions)
Attachment “A”

something you
need to observe
again)
AGM 1.3.8 Nose gear steering bypass Yes
pin installed before tug is No
connected (for tow bar and
tow bar less)
AGM 1.3.8 Nose gear steering bypass Yes
pin removed after No
completion of
towing/pushback
AGM 1.3.11 Brake application during Yes
pushback or towing No
AGM 1.3.16 Steering bypass pin shown Yes
to the cockpit No
AGM 1.3.16 Torque link reconnected (if Yes
disconnected) No
AGM 1.4.1 Chock removal sequence Yes
with tractor connection to No
aircraft during
towing/pushbacks
AGM 1.4.4 Prior to disconnecting, the Yes
tension is released from the No
tow bar
AGM 2.1.2 Main gear push back Yes
operations: tractor unit is No
appropriately configured for
the aircraft type for
connection to the aircraft
AGM 2.1.5 Verify if the operator is Yes
aware of action to be taken No
in case of an aircraft
emergency evacuation
during main gear pushback
operations
AGM 2.1.4 PPU connection Yes
No
AGM 2.1.6 PPU disconnection Yes
No
AGM 1.5.1 Prior to towing, Yes
communication is No
established
AGM 1.5.1 All gear safety pins/sleeves Yes
are installed No


something you
need to observe
again)
AGM 1.5.2 Authorization of flight crew Yes
or brake operator is taken No
before moving aircraft
AGM 2.2.1 Pre-taxi out checks for GSE Yes
outside ERA No
AGM 2.3.1 Engine start using the air Yes
start unit (ASU) No
Attachment “A”

something you
need to observe
again)
CGM 3.1.1, Availability of current Yes
CGM 3.1.2 documentation/ No
manuals
CGM 1.1.1, Known shipper and Yes
CGM 1.1.2 unknown shipper No
procedures
CGM 1.2.1, Truck validation and Yes
CGM 1.2.2 unloading No
CGM 1.2.4 Shipment movement and Yes
appropriated storage No
CGM 1.2.5 Handling the shipment
transfer to another carrier
CGM 2.1.1 Use of dedicated Yes
acceptance checklists No
CGM 2.1.1, Use of all proper Yes
CGM 2.2.1 documentation, labeling, No
tags marking, etc.
CGM 2.1.1 Dedicated storage areas for Yes
storage of special cargo No
CGM 1.6.1, Receipt and transcription of Yes
CGM 1.6.2 data by Load Control to No
elaborate the planning of
the aircraft load
CGM 1.6.1 Flight files/records of data Yes
transmission for No
completeness
CGM 1.6.1 Flight files/records of data Yes
transmission to compare No
with load sheet of
corresponding flight
CGM 1.6.2 Transfer information and Yes
data to ensure all cargo, No
mail and stores (supplies)
are accounted for in the
load control process
CGM 1.4.1 Damaged or leaking Yes
shipment assessment No
CGM 1.4.1 Recording of assessment to Yes
include rejected shipments No
(fit or not fit for transport)


something you
need to observe
again)
CGM 1.4.2 Cargo shipment preparation Yes
No
CGM 1.4.3 ULD build-up Yes
No
CGM 1.4.4 Raising of freight Yes
No
CGM 1.4.5 Weighing process Yes
No
CGM 2.3.1, Scales check records Yes
CGM 2.3.2 retention not be less than No
six months
CGM 2.1.1 Completeness of Yes
dangerous goods No
acceptance checklist
CGM 2.1.1 Accuracy to DGD, to also Yes
include the following No
elements: quantity per
package, markings,
identification, labelling,
outer packaging, overpacks
and CAO labelling
CGM 2.1.1 Completeness and Yes
accuracy of ULD tags, No
either in flight files or during
dangerous goods build up
process
CGM 2.1.2, Dedicated dangerous Yes
CGM 2.1.3 goods storage area No
CGM 2.1.2, Secured from movement. Yes
CGM 2.1.5 Segregation chart display No
(as per DGR, Table 9.3.A)
CGM 2.1.4 CAO shipments are loaded Yes
into a Class C compartment No
CGM 2.1.4 CAO Class C Yes
compartments remain No
accessible to crews and
other staff
CGM 2.2.1, Acceptance process and Yes
CGM 2.2.2 handling of live animals No
CGM 2.2.1 LAR, handling is executed Yes
in appropriate storage No
facilities
Attachment “A”

something you
need to observe
again)
CGM 2.2.3 Overhang and heavy cargo Yes
acceptance No
CGM 2.2.4 COMAT handling including Yes
dangerous goods No
CGM 2.4.1 Cargo and mail moved Yes
about or stored at the No
airport prior to being loaded
into an aircraft remains
inaccessible from
unauthorized interference
CGM 2.4.2 Cargo and mail are retained Yes
in secure storage and cargo No
and mail consignments
identified as high-risk cargo
are subjected to the
appropriate security
controls

Attachment “B” — Interlinked Gosarps
Effective for GOSM Edition 8
The purpose of defining interlinked GOSARPs is to harmonize the assessment of common operational elements
and to cross-check the GOSARPs in the Operational Profile of the audited Provider.
The interlinked GOSARPs are revised whenever a new edition of the ISAGO Standards manual is published.
The layout of this Attachment is divided into multiple sections and tables, each requiring a different strategy for
cross-checking the assessments.
Section 1 Organization and Management Conformity

Section 1 reflects GOSARPs assessment alignment between ORM and operational disciplines, and alignment
for the assessment of the SMS GOSARPs.
Table 1–Overall SMS GOSARP: this must be assessed as a non-conformity if any other SMS GOSARP
in Table 2 is a non-conformity
SMS implemented ORM 1.1.3
Table 2–ORM SMS GOSARPs
ORM 1.1.4 ORM 1.1.5 ORM 1.1.6 ORM 1.2.1 ORM 1.3.1 ORM 1.3.2
ORM 4.3.1
Table 3–Documentation distribution GOSARP this must be assessed as a non-conformity if any other
GOSARP in Tables 4 or Table 5 is a non-conformity
Documentation ORM 3.2.1 LOD 3.1.1 PAB 3.1.1 HDL 3.1.1 AGM 3.1.1 CGM 3.1.1
Documentation ORM 3.2.3 LOD 3.1.1 PAB 3.1.1 HDL 3.1.1 AGM 3.1.1 CGM 3.1.1
distribution
GOSM Ed 8, April 2019 B 291

Table 4–Documentation distribution GOSARPs

Changes to ORM 3.1.1 LOD 3.1.2 PAB 3.1.2 HDL 3.1.2 AGM 3.1.2 CGM 3.1.2
documentation
Table 5–ORM GOSARP which does not have additional assessment link
Outsourced function ORM 1.6.3
documentation
distribution
Table 6–Training critical functions ORM GOSARP: this must be assessed as a non-conformity if any
other training GOSARP in in the same line is a non-conformity
Training for ORM 4.1.3 LOD 4.1.1, PAB 4.1.1, HDL 4.1.1, AGM 4.1.1, CGM 4.1.1,
critical LOD 4.1.2 PAB 4.1.2 HDL 4.1.2, AGM 4.1.2, CGM 4.1.2
functions HDL 4.1.3, AGM 4.1.3
HDL 4.1.4,
HDL 4.1.5,
HDL 4.1.6
Table 7–Training program ORM GOSARP: this must be assessed as a non-conformity if any other
GOSARP is a non-conformity
Training program ORM 4.1.2 ORM 4.1.3,
ORM 4.2.1,
ORM 4.3.1
Table 8–Quality Assurance Program ORM GOSARP: this must be assessed as a non-conformity if any
other GOSARP in the same line is a non-conformity
Quality assurance ORM 1.3.7 ORM 1.3.9 ORM 1.3.10 ORM 1.4.2 ORM 1.5.3 ORM 1.6.1
program
Table 9–Records ORM GOSARP: This must be assessed as non-conformity if any other GOSARP in
the same line is a non-conformity
Operational and Training ORM 3.3.1 LOD 3.1.3 PAB 2.5.2 HDL 1.2.1 (1) CGM 1.2.3 (2)
Records
Notes:
1. Only non-conformity applicable to maintenance records and records as specified into the sub-
paragraph (iv).
2. Only non-conformity applicable to records of screening method(s) as specified into the sub-paragraph (iii).
B 292 GOSM Ed 8, April 2019
Attachment “B”
Section 2 Operational Profile GOSARPs

Section 2 reflects GOSARPs assessment alignment with the Operational Profile of the audited GSP.
GOSARPs are, as applicable, arranged in two categories, which either:

1. Have a direct link to a specific operational function: Passenger Handling, Baggage Handling, Ground
Support Equipment (GSE), etc.; or
2. Have a requirement which is “associated” with the specific operational function(s).
Certain GOSARPs contain more than one operational specification therefore they are linked with multiple
profiles to ensure transparency. It is up to each auditor to cross check the assessment and establish accurate
alignment.
Table Description
The Operational Profile column describe the operational process/area.
The Direct Link column is listing the primary interlinked GOSARP related to the specific operational area.
The Associated Link is listing GOSARPs that are in associate indirect relation with the specific operational area.
If the audited GSP performs services listed in the Operational Profile then the Direct Link GOSARP can’t be not
applicable. It is up to each auditor to cross check the Operational Profile with the assessment of the Associated
Link GOSARPs.
Operational Profile Direct Link Associated Link

GSE Maintenance ORM 2.1.1 HDL 1.2.2
Load Data LOD 1.1.2 PAB 1.2.1, CGM 1.6.2, PAB 1.1.4
Load Control Process LOD 1.1.1 LOD 1.1.2, LOD 1.2.1, LOD 1.2.2, LOD 1.2.3, LOD 1.2.4,
LOD 1.3.1, LOD 1.3.2, LOD 1.4.1, LOD 1.4.2, LOD 1.4.3,
LOD 1.5.1, LOD 1.5.2, LOD 2.4.1, HDL 1.8.2, HDL 1.8.7
Passenger Handling PAB 1.2.1 PAB 1.1.1, PAB 2.1.1, PAB 2.1.3, PAB 1.1.8, PAB 1.1.9
Passenger Safety ORM 2.11.1 PAB 2.1.3, ORM 2.10.1, HDL 1.3.1
Passenger Boarding Bridge HDL 1.3.1 ORM 2.11.1
Operation
Baggage Handling PAB 1.1.2 PAB 1.1.3, PAB 1.1.4, PAB 1.1.5, PAB 2.5.3
Carriage of Weapon PAB 2.2.1 PAB 2.2.2, PAB 2.2.3, PAB 2.2.4
Baggage Screening PAB 2.5.1 HDL 2.3.1
Aircraft Departure AGM 1.3.1 AGM 1.2.2, AGM 1.3.3, AGM 1.3.5
Airside/Ramp Supervision ORM 2.7.1 ORM 2.8.1, ORM 2.9.1, ORM 2.9.2

Operational Profile Direct Link Associated Link

Catering HDL 1.7.1 HDL 1.1.2, HDL 1.1.3, , HDL 1.1.5, HDL 1.1.6, HDL 1.2.2,
HDL 1.2.3, HDL 1.2.4, HDL 1.2.5, HDL 1.2.6, HDL 1.2.7,
HDL 1.2.8, HDL 1.2.10, HDL 1.2.11, HDL 1.2.12,
HDL 1.2.13, HDL 1.4.2, HDL 1.7.2, HDL 1.7.3, HDL 1.7.4,
HDL 1.7.5, HDL 1.7.6, HDL 1.7.7, HDL 1.7.8. ORM Sub-
sections 1 Management and Control to Sub-section 2
Ground Operation Management
Marshalling General AGM 1.2.1 AGM 1.2.2
Aircraft Pushback and AGM 1.3.1 AGM 1.3.3, AGM 1.3.4, AGM 1.3.14, AGM 1.3.16,
Towing AGM 1.5.1
Chocking AGM 1.1.3 AGM 1.1.2, AGM 1.3.2, AGM 1.3.3, AGM 1.4.1
Toilet Servicing HDL 1.5.2 ORM 2.9.1
Potable Water Servicing HDL 1.5.3 HDL 1.5.4, HDL 1.5.5, ORM 2.9.1
Cabin Door Operation HDL 1.1.1 HDL 1.1.2, HDL 1.1.3, HDL 1.1.4, HDL 1.1.5, HDL 1.1.6
Regulated Agents CGM 1.1.1 CGM 1.1.2
Cargo Acceptance CGM 1.2.2 CGM 1.2.1, CGM 1.2.2, CGM 1.2.3, CGM 1.2.4,
CGM 1.2.5, CGM 1.2.6
Shipment Verification CGM 1.3.1 CGM 1.3.2, CGM 1.3.3
Cargo Bulk Loads CGM 1.4.1 CGM 1.4.2, CGM 1.4.3, CGM 1.4.5, CGM 1.4.6
Preparation
Cargo/Mail Communication CGM 1.6.1 CGM 1.6.2, CGM 1.6.3, PAB 2.4.1, ORM 1.5.1
Special Cargo Dangerous CGM 2.1.1 CGM 2.1.2, CGM 2.1.3, CGM 2.1.4, CGM 2.2.4,
Goods HDL 2.1.1, HDL 2.1.3
Other Special Cargo General CGM 2.2.3 HDL 1.11.2
Live Animal CGM 2.2.1 HDL 2.2.1, CGM 2.2.2, HDL 2.2.1
Aircraft Cargo Loading HDL 1.8.1 HDL 1.8.2, HDL 1.8.4, HDL 1.11.2, HDL 2.1.1
Cargo Handling Supervision HDL 1.8.2 HDL 1.8.1, HDL 1.8.7
Cargo Security CGM 2.4.1 CGM 2.4.2, CGM 1.2.3, ORM 1.7.1
ULD Management ORM 2.3.1 ORM 2.4.1, ORM 2.4.2, ORM 2.5.1, ORM 2.5.2,
HDL 1.8.4, HDL 1.8.10
GSE General HDL 1.2.7 HDL 1.4.3, HDL 1.4.4, HDL 1.7.2, HDL 1.7.3, HDL 1.7.4,
HDL 1.2.8, HDL 1.2.9, AGM 1.3.3, AGM 1.3.11,
AGM 1.5.4, AGM 2.1.1, AGM 2.1.6
Note: If HDL 1.8.7 is applicable following GOSARPs must be not applicable and vice versa: CGM 1.1.2,
CGM 1.1.3, HDL 1.8.1, HDL 1.8.2, and HDL 2.1.1.
Attachment “B”
INTERLINK SARPs ISAGO-IOSA

Note: The table below reflects alignment between ISAGO and IOSA SARPs for ORM and ORG sections.
Table 1 Interlink SARPs ISAGO-IOSA

GOSM Ed 8 ISM Ed 12 Standard Recommended
Practice
ORM 1.1.2 ORG 1.1.3 Senior management official as the
Accountable Executive
ORM 1.1.3 ORG 1.1.10 SMS implemented and integrated
ORM 1.1.4 ORG 1.1.12 Manager responsible for the
implementation/maintenance
ORM 1.1.6 ORG 1.3.1 Safety responsibilities of
management and non-
management personnel
ORM 1.2.1 ORG 1.2.1 Corporate safety policy
ORM 1.2.1 ORG 1.2.3 Types of operational behaviors
that are unacceptable
ORM 1.3.1 ORG 4.1.1 Corporate emergency response
plan (ERP)
ORM 1.3.1 ORG 4.1.4 Coordination with the emergency
response plans
ORM 1.3.2 ORG 3.1.1 Hazard identification program
ORM 1.3.3 ORG 3.1.3 Safety Reporting System
ORM 1.3.3 ORG 3.1.5 Non punitive reporting system ORG 3.1.5 Non-punitive
operational safety
reporting system
ORM 1.3.4 ORG 3.1.2 Safety risk assessment and
mitigation program
ORM 1.3.5 ORG 3.3.10 Investigation process
ORM 1.3.5 ORG 3.3.11 Non routine operational
occurrences
ORM 1.3.7 ORG 3.4.1 Quality assurance program
ORM 1.3.8 ORG 3.4.3 Addressing finding
ORM 1.4.2 ORG 3.4.4 Safety risk assessment and safety
assurance program
ORM 1.3.7 ORG 3.4.1 Quality assurance program
ORM 1.3.10 ORG 3.4.12 Auditor qualification
ORM 1.3.12 ORG 3.3.2 Disseminating information
ORM 1.4.1 ORG 1.5.1 Management system review
ORM 1.4.3 ORG 3.2.1 Monitor the operational safety
performance

Table 1 Interlink SARPs ISAGO-IOSA

ORM 1.4.4 ORG 3.2.2 Changes identification
ORM 1.4.5 ORG 1.5.2 Continual improvement of the
SMS
ORM 1.5.1 ORG 1.4.2 Communication system
ORM 1.4.6 ORG 1.5.2 SMS continuous improvement
ORM 1.5.2 ORG 3.4.2 Disseminating information
ORM 1.6.1 ORG 3.5.1 Outsourced functions
ORM 1.6.2 ORG 3.5.1 Outsourced functions
ORM 3.1.3 ORG 2.1.5 SMS documentation
Cross Reference Table IOSA GRH–ISAGO
Note: The table below reflects alignment between IOSA GRH and ISAGO Sections.
IOSA GRH ISAGO Equivalent IOSA GRH ISAGO Equivalent

Requirement Requirement Requirement Requirement
GRH 1.1.1 ORM 1.1.2 GRH 3.1.5 PAB 2.4.2 to 2.4.4
GRH 1.1.2 ORM 1.1.5 3.1.1 PAB 1.1.2, 1.1.7
GRH 1.2.1 ORM 1.1.1 GRH 3.1.2 ORM 2.7.1
GRH 1.3.1 ORM 1.5.1 GRH 3.2.1 ORM 2.7.1
GRH 1.4.1 HDL and CGM GRH 3.2.2 ORM 2.7.1, 2.7.2
GRH 1.4.2 ORM 4.1.1 GRH 3.2.3 AGM 1.1.4, 1.3.1
GRH 1.5.1 ORM 3.1.1 GRH 3.2.4 AGM 1.1.4 and 1.3.1
GRH 1.5.3 HDL 3.1.1, 3.1.2 GRH 3.2.5 AGM 1.3.1
GRH 1.6.1 HDL 3.2.1 GRH 3.2.6 HDL 1.1.6
GRH 1.6.2 HDL 3.1.2 GRH 3.3.1 LOD 1.1.1, 2.3.1, 1.5.2
GRH 1.6.3 HDL 3.1.2 GRH 3.3.2 LOD 1.1.2, 1.2.2, 1.2.4
GRH 1.6.5 HDL 1.8.8 GRH 3.3.3 PAB 1.1.2, PAB 1.1.10, 1.2.1
GRH 1.6.6 HDL 3.1.2 GRH 3.3.4 LOD 1.5.2, 2.3.1
GRH 1.6.8 PAB 2.4.1 GRH 3.3.5 LOD 3.1.3
GRH 1.6.9 ORM 3.2.2 GRH 3.3.6 PAB 1.1.1
GRH 1.7.1 ORM 3.3.1 GRH 3.3.7 LOD 2.3.1, 2.4.1, 3.1.3
GRH 1.7.2 ORM 3.1.2 GRH 3.3.8 LOD 2.4.1
GRH 1.9.1 ORM 1.3.8 GRH 3.4.1 HDL 1.8.1
GRH 1.9.2 ORM 1.4.2 GRH 3.4.2 LOD 1.4.2
GRH 1.9.3 ORM 1.4.6 GRH 3.4.3 HDL 1.8.1
GRH 1.9.4 ORM 1.3.8 GRH 3.4.4 HDL 2.1.2
GRH 1.10.1 ORM 1.6.1 GRH 3.4.6 PAB 2.4.1, HDL 2.8.5
GRH 1.10.2 ORM 1.6.2 GRH 3.4.8 HDL 2.1.3
GRH 1.10.3 ORM 1.6.1 GRH 3.4.10 HDL 2.1.5
GRH 1.10.4 ORM 1.6.3, 1.6.5 GRH 3.4.11 HDL 2.1.5
Attachment “B”
IOSA GRH ISAGO Equivalent IOSA GRH ISAGO Equivalent

GRH 1.11.1 ORM 1.3.2 GRH 3.4.13 HDL 1.8.8
GRH 1.11.2 ORM 1.3.4 GRH 3.4.14 ORM 2.3.1, CGM 1.2.2, 1.4.3,
1.4.6
GRH 1.11.3 ORM 1.3.3 GRH 3.5.1 HDL 1.2 all
GRH 1.11.5 ORM 1.4.3 GRH 3.5.3 HDL 1.2.1
GRH 1.11.6 ORM 1.3.6 GRH 3.6.1 HDL 3.1.2
GRH 2.1.1 ORM 4.1.3 GRH 3.6.2 AGM 2.1.5, HDL 1.2.13
GRH 2.1.2 ORM 4.1.2 GRH 3.6.5 HDL 2.1.2
GRH 2.1.3 ORM 4.1.5 GRH 3.7.1 HDL 2.3.4
GRH 2.1.4 HDL 4.1.2 to 4.1.6 GRH 3.7.2 HDL 2.3.3
GRH 2.1.5 ORM 4.1.9 GRH 3.7.3 PAB 2.5.4
GRH 2.2.1 HDL 4.1.4 GRH 4.1.5 HDL 1.2.13, 1.2.14
GRH 2.2.2 ORM 4.1.2, PAB 4.1.3,
HDL 4.1.3, LOD 4.1.2
GRG 2.3.1 ORM 4.3.1
Cross Reference Table IOSA CGO–ISAGO
Note: The table below reflects alignment between IOSA CGO and ISAGO Sections.
IOSA CGO ISAGO Equivalent IOSA CGO ISAGO Equivalent

CGO 1.1.1 ORM 1.1.1 CGO 3.2.1 CGM 2.1.1
CGO 1.1.2 ORM 1.1.6 CGO 3.2.2 CGM 2.1.1
CGO 1.2.1 ORM 1.1.7 CGO 3.2.3 CGM 1.6.2, LOD 1.5.2, 2.3.1
CGO 1.2.2 None CGO 3.2.4 HDL 1.8.10, 1.8.5, 2.1.2,
2.1.4
CGO 1.3.1 CGM 1.6.1 CGO 3.2.5 CGM 2.1.1, 2.1.4
CGO 1.4.1 CGM 2.1.2, CGM 2.2.1 CGO 3.2.6 CGM 1.3.2, 1.8.2, 2.1.1,
2.1.3, (**)
CGO 1.4.2 CGM 4.1.1, ORM 4.1.1 CGO 3.2.8 CGM 1.3.2, 1.4.1
CGO 1.5.1 CGM 3.1.2, ORM 3.1.1 CGO 3.2.9 CGM 2.1.1
CGO 1.5.3 ORM 3.2.3 CGO 3.2.10 CGM 2.1.2
CGO 1.6.1 ORM 3.2.1 CGO 3.2.11 Only on PAB 1.1.2, 1.1.7, no
cargo
CGO 1.6.2 CGM 3.1.2 CGO 3.2.12 CGM 1.3.2, 1.4.1, 2.1.1, 2.1.6
CGO 1.6.3 HDL 1.8.8 CGO 3.2.13 CGM 2.1.4
CGO 1.6.4 CGM 3.1.2, HDL 3.1.2 CGO 3.2.14 CGM 1.6.1, 1.6.2, 2.2.4 (#)
CGO 1.7.1 ORM 3.3.1 CGO 3.2.17 CGM 2.1.6, HDL 1.8.10
CGO 1.7.2 ORM 3.1.2 CGO 3.2.18 CGM 1.6.3, 1.4.1 (##)
CGO 1.9.1 ORM 1.3.7 CGO 3.3.1 CGM 2.2.1, HDL 2.2.1, 2.2.2


CGO 1.9.4 ORM 1.3.7 CGO 3.3.4 CGM 2.2.1
CGO 1.10.1 ORM 1.6.1 CGO 3.4.1 CGM 1.4.3, 2.2.3,
CGO 1.10.2 ORM 1.6.1 CGO 3.4.2 HDL 2.2.2
CGO 1.11.1 ORM 1.3.2 CGO 3.5.1 CGM 1.4.3, 1.4.6
CGO 1.11.2 ORM 1.3.4 CGO 3.5.2 CGM 1.4.6, HDL 1.2.6, 1.8.1,
1.11.2, 2.1.1
CGO 1.11.3 ORM 1.3.3 CGO 3.6.1 None
CGO 1.11.14 ORM 1.3.3 CGO 3.7.1 CGM 1.1.1, 1.1.2, 1.2.1,
1.2.3, 1.2.4, 1.2.5, 2.4.1,
2.4.2, HDL 2.3.1, 2.3.5, 2.3.6
CGO 2.1.1 ORM 4.1.2, 4.1.3 CGO 3.7.3 CGM 2.4.1, HDL 2.3.6
CGO 2.1.2 ORM 4.1.2, CGM 4.1.1, CGO 3.7.4 CGM 1.1.1, 1.1.2
4.1.2
CGO 2.1.4 ORM 4.1.9 CGO 3.7.6 CGM 2.4.1, 2.4.2, HDL 2.3.1,
2.3.5, 2.3.6
CGO 2.1.5 ORM 4.1.5 CGO 3.7.7 CGM 2.4.1, 2.4.2, HDL 2.3.1,
2.3.5, 2.3.6
CGO 2.1.6 ORM 4.1.8 CGO 3.2.1 CGM 2.1.1
CGO 2.2.1 CGM 4.1.1 CGO 3.2.2 CGM 2.1.1
CGO 2.2.2 CGM 4.1.1, HDL 4.1.3 CGO 3.2.3 CGM 1.6.2, LOD 1.5.2, 2.3.1
CGO 3.2.4 HDL 1.8.10, 1.8.5, 2.1.2, CGO 3.3.3 CGM 3.1.2, HDL 3.1.2
2.1.4
CGO 3.2.5 CGM 2.1.1, 2.1.4 CGO 3.3.4 CGM 2.2.1
CGO 3.2.6 CGM 1.3.2, 1.8.2, 2.1.1, CGO 3.4.1 CGM 1.5.2, 2.2.3,
2.1.3, (**)
CGO 3.2.8 CGM 1.3.2, 1.6.4 CGO 3.4.2 CGM 1.5.2, HDL 2.2.2
CGO 3.2.9 CGM 2.1.1 CGO 3.5.1 CGM 1.4.3, 1.4.6, 1.5.3
CGO 3.2.10 CGM 2.1.2 CGO 3.5.2 CGM 1.4.6, HDL 1.2.6, 1.8.1,
1.11.2, 2.1.1
CGO 3.2.11 Only on PAB 1.1.2, 1.1.7, CGO 3.6.1 None
no cargo
CGO 3.2.12 CGM 1.3.2, 1.4.1, 2.1.1, CGO 3.7.1 CGM 1.1.1, 1.1.2, 1.2.1,
2.1.6 1.2.3, 1.2.4, 1.2.5, 2.4.1,
2.4.2, HDL 2.3.1, 2.3.5, 2.3.6
CGO 3.2.13 CGM 2.1.4 CGO 3.7.2 CGM 2.4.1, HDL 2.3.6
(#)
CGO 3.2.14 CGM 1.6.1, 1.6.2, 2.2.4 CGO 3.7.3 CGM 2.4.1, HDL 2.3.6
CGO 3.2.17 CGM 2.1.6, HDL 1.8.10 CGO 3.7.4 CGM 1.1.1, 1.1.2
(##)
CGO 3.2.18 CGM 1.3.6, 1.4.1 CGO 3.7.6 CGM 2.4.1, 2.4.2, HDL 2.3.1,
2.3.5, 2.3.6
Attachment “B”

CGO 3.3.1 CGM 2.2.1, HDL 2.2.1, CGO 3.7.7 CGM 2.4.1, 2.4.2, HDL 2.3.1,
2.2.2 2.3.5, 2.3.6
CGO 3.3.2 CGM 3.1.2, HDL 3.1.2
(*) Not specified interline cargo
(**) Not specified “does not pass acceptance check”
(#) Not specific references to radioactive material
(##) No specific dangerous good report for undeclared or mis-declared DGs

Attachment “C” — ISAGO Standards Change Management
Process
Effective for ISAGO Standards Manual, Edition 8
Effective management of the ISAGO Standards and Recommended Practices (GOSARPs) contained in the
ISAGO Standards Manual is necessary to ensure the ISAGO program meets the needs of its users. The ISAGO
Standards Change Management Process is managed by IATA to ensure the changes:
(i) Are developed and maintained in accordance with the process outlined in Figure 1 to reflect current
industry norms and developments.
(ii) Are updated according to an applicable IATA governance structure.
(iii) Correspond with IATA internal process for the revision of the ISAGO Standards Manual.
(iv) Undergo review(s) by the ISAGO Oversight Council (GOC), with feedback incorporated, as appropriate.
(v) Receive the approval from the ISAGO Standards Board (GOSB).
(vi) Are published in a timely manner.
IATA will ensure:

(i) During a regular revision cycle, where a change to the ISAGO Standards Manual is required:
(a) A new edition of the manual will be published, which will account for any applicable Temporary
Revisions (TRs) issued since the previous edition.
(b) The cover and page footers of the ISAGO Standards Manual will indicate the edition number and
effective date.
(c) The time between the issuance of a new edition of the GOSM and the effective date of such new
edition is typically three months, unless the GOC recommends otherwise or a critical issue arises.
(ii) When a rapid change to the ISAGO Standards Manual is required, a TR will be issued, which will indicate a:
(a) Unique reference number linking it to the appropriate edition.
(b) Reference number associated to the content requiring change.
(c) Date of issue and effectivity.
(iii) IATA will ensure technical specifications contained in the GOSARPs are generally derived from accepted
industry reference sources, such as:
(a) ICAO Annexes.
(b) EASA, FAA and other relevant regulations related to ground operations.
(c) IATA Ground Operations Manual (IGOM), IATA Airport Handling Manual (AHM), IATA Dangerous
Goods Manual (DGR), IATA Cargo Handling Manual (ICHM) and other IATA manuals as listed in
GOSM Introduction.
(d) ISO and other sources of relevant standards.
GOSM Ed 8, April 2019 C 301

Applicable ISO standards should serve as a guiding principle for the development of the ISAGO specifications.
IATA will appoint an individual with the appropriate level of technical expertise and audit experience to be
responsible for the development and maintenance of the ISAGO standards. This individual shall be accorded
sufficient authority, support, information and resources to effectively manage the GOSARPs and their revision
process.
IATA will have a process for the management of activities and membership of the ISAGO Standards Technical
Group in accordance with IATA Governance Rules.
IATA will have processes for the coordination and administration of the Technical Group, in accordance with
IATA terms of references and governing rules, to provide technical expertise and input to IATA on issues
associated with the development and maintenance of the GOSARPs and to review data and information derived
from Global Aviation Data Management (GADM) for inclusion in the ISAGO program, as appropriate.
IATA will ensure that the Technical Group members review the creation of any new GOSARP (including the
upgrade of existing recommended practices to standards) when such new standard contain specifications that
are not derived from the reference sources specified above.
IATA will coordinate output from the GOSB as part of the ISAGO Standards Change Management Process
Figure 1.
IATA will ensure technical specifications contained in the GOSARPs are, upon request from an appropriate
industry source, subjected to a special review in accordance with the ISAGO Standards Special Review
Process Figure 2.
C 302 GOSM Ed 8, April 2019
Attachment “C”
Figure 1—ISAGO Standards Change Management Process - High Level Flow Chart
INPUT
ISAGO Audit Safety Data Technical Group IATA QA, QC, Safety Risk Analysis
- Feedback Survey (GADM-GDDB)
Other Sources Changing Standards Audit of ISAGO Program Management

(Airlines, GSP, Airports, (ICAO, IATA, IGOM,
Regulator) AHM, Regulators)
Output
Report Deficiencies
EVALUATION
TG and/or IATA analyses and evaluates poten"al

needs for change; develops proposed revision(s) as
deemed applicable
PROPOSAL
GOC review dra# revision(s); return TG review comments, ra"onale, recommenda"ons,

comments and/or recommenda"on to IATA final decision, as applicable; u"lizes input to develop
Technical Group alternate proposed revision
IATA prepare, forwards final dra#

revision(s) to GOSB for approval
APPROVAL
No
GOSB Approval
Yes
ISAGO publica"on process
GOSM Ed 8, April 2019 C 303

Figure 2—ISAGO Standards Special Review Process - High Level Flow Chart
C 304 GOSM Ed 8, April 2019

ISAGO Standards Manual: Change/Revision History

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ISAGO Standards Manual: Change/Revision History

Uploaded by

Copyright:

Available Formats

ISAGO Standards Manual

Step Name Date

Changes prepared by: Giuseppe Argento, Manager, December 2018

Reviewed by ISAGO Program Monika Mejstrikova, Head, December 2018

Approved by: Catalin Cotrut Director, Audit December 2018

GOSM Ed 8, April 2019 i

INTENTIONALLY LEFT BLANK

ii GOSM Ed 8, April 2019

ISAGO Standards and Recommended Practices ...........................................................................11

Section 1 — Organization and Management (ORM) ......................................................................13

GOSM Ed 8, April 2019 TOC iii

1.3 Safety and Quality............................................................................................................................ 25

Section 2 — Load Control (LOD) ........................................................................................................... 91

TOC iv GOSM Ed 8, April 2019

2.4 Managing Discrepancies................................................................................................................ 108

Section 3 — Passenger and Baggage Handling (PAB) ..............................................................115

Section 4 — (Intentionally Open) ........................................................................................................ 141

Section 5 — Aircraft Handling and Loading (HDL) ......................................................................143

GOSM Ed 8, April 2019 TOC v

1.11 In-Plane Loading ............................................................................................................................ 183

Section 6 — Aircraft Ground Movement (AGM) ............................................................................207

Section 7 — Cargo and Mail Handling (CGM) ................................................................................241

TOC vi GOSM Ed 8, April 2019

1.6 Cargo and Mail Communication ..................................................................................................... 257

Attachment “A”—Mandatory Observations ...................................................................................275

Attachment “B”—Interlinked Gosarps .............................................................................................291

Attachment “C”—ISAGO Standards Change Management Process ...................................301

GOSM Ed 8, April 2019 TOC vii

INTENTIONALLY LEFT BLANK

TOC viii GOSM Ed 8, April 2019

ISAGO Standards and Recommended Practices

GOSM Ed 8, April 2019 LEP ix

LEP x GOSM Ed 8, April 2019

GOSM Ed 8, April 2019 ROR xi

INTENTIONALLY LEFT BLANK

ROR xii GOSM Ed 8, April 2019

GOSM Change Highlights

GOSM Ed 8, April 2019 DOC xiii

GOSM Change Highlights

DOC xiv GOSM Ed 8, April 2019

Your comments are welcome…

GOSM Ed 8, April 2019 FWD xv

INTENTIONALLY LEFT BLANK

FWD xvi GOSM Ed 8, April 2019

Section 1—Organization and Management (ORM)

Section 2—Load Control (LOD)

Section 3—Passenger and Baggage Handling (PAB)

Section 4—Intentionally Open

Section 5—Aircraft Handling and Loading (HDL)

Section 6—Aircraft Ground Movement (AGM)

Section 7—Cargo and Mail Handling (CGM)

GOSM Ed 8, April 2019 INTRO 1

Section 1—Organization and Management (ORM) consists of following subsections:

INTRO 2 GOSM Ed 8, April 2019

During an audit, a determination of nonconformity with specifications contained in an ISAGO recommended

GOSM Ed 8, April 2019 INTRO 3

g) New Operational Audit Model

4. Guidance Material (GM)

INTRO 4 GOSM Ed 8, April 2019

The “Guidance” is structured as follows:

Guidance material refers to the following manuals/publications:

Guidance material also refers to the following ACI manuals/publications: