Standard Ground Handling Agreement

(SGHA) 2013
 Standard Ground Handling Agreement
(SGHA) 2013
Marsha Rivera-Ragusa, Director Contracts, Procurement Ground Operations,
British Airways, IGHC/GHC Chairman

Mohamed Hanno, Executive Chairman & CEO, ASE Group, IGHC Officer

Martin Meyer, VP - Global Sales & Business Development,

Worldwide Flight Services, IGHC Officer

Christian Bergfelder, Director Network Airside - Europe, DHL Germany,

AGSA Chairman
 SGHA 2013
Marsha Ragusa, British Airways
Follow up from the 2014 session.
 Jet Airways …
We as Airlines have been absorbing the cost of the fines
imposed on us by Immigration Authorities due to improper
Travel Document of Passengers arriving at destination.
Improper Travel Document relates here to Expired
Passports and/or Expired Visa. Due to the definition of the
service in section 2.2.3 (a) and the liability explanation
which leaves no clear liability clarity to either party, the
Handling Company refuses to take Liability.
Follow up from the 2014 session.
It was determined that the wording in the contract did not need
changing but it was further agreed that the clause was
understood to include out of date documents, in addition to
which some additional clarification has been added to
AHM 801……….
 Item 2.3.3
 In this sub item the wording “not having access to
Information that will verify visa validities” does not
release the Handling Company from their obligations
whilst checking other travel documents.
Follow up from the 2014 session.
Air India
Reference is made to the definitions & terminology under
the Main Agreement of IATA AHM 810/SGHA 2013. While
the Transit Flight & Turnaround Flight is defined, it is
construed by some service providers that Change in Flight
number will be considered as a Turnaround flight, even
though the flight does not have a complete change of load
nor is terminating & subsequently originating another flight.
Follow up from the 2014 session.

Transit Flight - Is an aircraft making an intermediate landing

for commercial reasons where change of loads, passenger
and/or crew occurs. It should be noted that a change in the
flight number of the same aircraft does not change the
status of the flight.
Safety Management Systems.
 Main agreement sub article 5.12

The Handling Company shall be able to

demonstrate a Safety Management System in
use following IATA AHM 610 and/or ICAO,
local and international regulations, or other
governing rules.
What’s coming up
We have been asked to investigate the possibility of
developing “SGHA’s” for Handlers to use when
subcontracting work and will be looking at this in
September

We are looking at revising the SLA template in the AHM

What’s coming up
 We are looking at revising the SLA template in the AHM
but we need to understand what is currently being used
in the industry.

We need to have some industry examples, please send

your ANONOMISED SLA’s to ighc@iata.org
Questions
Networking Break
 Improving the Passenger
Experience through Fast Travel
 Improving the Passenger Experience
through Fast Travel

Andrew Toumazi
Project Manager, Passenger Baggage, IATA
Hasse Joergensen
Business Development Manager, Copenhagen Airports
Dimitrios Sanos
Product Manager, Airport & Ground Ops Training, IATA
 2014 IATA
GLOBAL PASSENGER SURVEY
HIGHLIGHTS
2014 IATA Global Passenger Survey

• Independent survey conducted in July-September 2014

• Third time survey has been conducted

• Targeted respondents through social media, email and word-of-mouth

• Nearly 5,500 respondents from over 140 countries participated in survey

• Results reflect regional and global preferences in travel

TRAVEL EXPERIENCE
Strong preference for self-service at check-in
Preferred check-in method  An increasing number of travelers
50% (38%) prefer automatic check-in
2013
2014
40%  Kiosks at airports are least preferred
because most passengers drop a bag
30% – bag drop process still sub-optimal
20%

10%

0%
Self-service Self-service Check-in Automatic
via kiosk at the counter check-in
Internet/mobile airport
Printed boarding pass still preferred but preference shifting
to use of a mobile boarding pass
Preferred boarding pass format  Printed boarding passes are still most
35% 2013 preferred boarding pass format
30%
2014 (30%)
25%  86% felt a printed boarding pass

20%
was more secure
15%
 Almost equal preference to use
10% biometrics (21%) or ePassport (20%)
5% if available
0%
Printed boarding Electronic Use biometrics Use ePassport
pass boarding pass
on my mobile
phone
Self-tagging and real-time tracking high on traveler's wish
list
Preferred option for preparing bags before flight

 Majority (75%) would use self-tag

their bags with a printed or 14%
25%
electronic bag tag

 80% would be interested in tracking

their bags throughout their journey 17% 44%

Print a bag tag at home/office and attach it myself

Use an electronic bag tag
Print and attach a bag tag at an airport kiosk or counter
Ask airline agent to tag my bag
Maximum 3-minute wait at bag-drop is acceptable
Acceptable time for dropping off self-tagged bag

 Half (49%) consider 1 to 3 minutes to

10% 10%
be acceptable when dropping off a
self-tagged bag

 90% expect the process to take less 31%

than 3 minutes 49%
 Asia Pacific travelers expect
process to be less than 1 minute
Less than 30 seconds
Between 30 seconds to 1 minute
Between 1 and 3 minutes
More than 3 minutes
Bag fees less frustrating; damage and queues remain points
of contention
Reasons for bag handling dissatisfaction
50.00%
2013
2014
 Extra fees for bags are becoming less 40.00%
of a reason of dissatisfaction for
travelers (20% to 12%) 30.00%

 Bags delayed on arrival significant 20.00%

reason for dissatisfaction reflected by
25% of travelers 10.00%

 Satisfaction level for handling of bags 0.00%

Long queue to Extra fees for Bag was Bag did not
remains consistently high at 90% check bag bag damaged arrive on flight

*Additional option introduced in 2014

Proactive notifications in event of flight disruptions are
unanimously preferred
Preference for receiving notifications of changes to
flights/travel
1% 4% 4%
 75% of travelers want to be informed
in the event of a flight disruption 16%

 Less than 1 in 10 travelers would

consult the airline or airport website
 16% would turn to a smartphone
app 75%

Consult airport website Consult airline website

Receive text/email Information on smartphone app
Other
TRAVEL TECHNOLOGY
One-third of travellers would use Wi-Fi at airports for
emails
Use of wireless connectivity at airports

 Highest preference shown to use Wi-

Fi at airport for emails 1% 13%
23%
 Preference demonstrated for
essential travel related activities
32%
 Use of Wi-Fi for social media dropped 29%
from 18% (2013) to 13% (2014)
Receive airline-related info Browse the Internet
Send/receive emails Stream videos
Use social media
Internet access is what most travelers would use inflight

 80% of travelers would use the Internet if offered on board a flight

Preference for inflight entertainment services

100%

80%

60%

40%

20%

0%
Internet access Email access Live TV Social media access Paid entertainment Paid reading material Other
content
Overwhelming majority want flight/travel information
delivered through IFE Flight info delivered through IFE

5%

Yes
No

95%
 “It’s all about the passenger….”

For more information please do check out the survey

results at:
http://www.iata.org/publications/Pages/global-passenger-survey.aspx
Question: How do IATA support the passenger ‘self-service’ wants?
Answer: Through Fast Travel
Fast Travel compliancy

3 mandatory projects, plus one optional

 FAST TRAVEL
Vision:
By 2020 80% of Global passengers will be
offered a complete suite of self-service options

85% 22% 48% 62% 44% 23%

Automated Check-in
Document Scanning
Fast Travel / Document Check

An airline offering the ability for a passenger to self-scan travel documents to

perform automated verification of the travel document data against travel
data requirements
Why check passengers’ documents?
Because Airlines must!
“Aircraft operators shall take necessary precautions at the point of embarkation to
ensure that passengers are in possession of the documents prescribed by the
states of transit and destination for control purposes.”
ICAO

Carrying improperly documented passengers costs airlines:

• Fine between USD $0 – $10,000 1 in 20,000 passengers = $175m*
• Repatriation costs
• Management costs

Verification process costs airlines :

• Identifying who to check
• Manual verification process 65m passengers analyzed = $130m*
 Passenger Baggage tagging options
Self Service Kiosk Home Printed (new) Electronic Tag (new)
 Bags Ready-to-Go Criteria
To validate a Bags Ready to Go project, an airline must have implemented:

self-tagging + bag drop = BRG

.

A baggage drop either dedicated, common use of self-service

Home Printed Bag Tag update
How does it work?
 Home Printed Tags; a closer look
• An A4 sheet of paper containing all relevant
information for the passenger journey
• Folded and inserted into a holder
• Active / Inactive status for additional
security
• No changes to airport infrastructure needed
Which airlines have began implementing
HPBT?
Where is HPBT officially allowed?

• USA
• Brazil
• Selected markets where there is a local agreement
between airline and local authority

Key note: Where HPBT is approved Airlines

can offer ‘outbound’ to any country!!
What’s going on in the Europe Union?
 Self-Tagging in the E.U.

• Kiosk (yes)
• HPBT (trials)
• EBT (trials)
Current European HPBT Format
EU Lobbying
EU EU EU EU EU

EU Strip
This shows that the bag originated in an EU airport. It shows customs officers that the
bag is subject to EU regulations on the freedom of movement of goods. This should be
printed in black

Size: 10mm x paper width

Black 375 RGB 84 188 0

Current Non HPBT European Format
The EC tested the HPBT template
Wednesday 11th – Wednesday 18th March 2015

•Schiphol (AMS)
•Frankfurt (FRA)
•London Heathrow (LHR)
•Madrid (MAD)
•Brussels (BRU)
•Sofia (SOF)
•Prague (PRG)
•Lisbon (LIS)
Why vote ‘YES’?

• The passenger wants HPBT

• The airlines want HPBT
• Advocacy efforts globally with key markets such
as the USA onboard
• The EU regulation has already drafted
• We do not want Europe to be left behind

Key note: Airlines outside of the EU can and are

offering HPBT into EU
 What’s going on in other markets?
• Objective of understanding the stance of BRG globally

• IATA Regional and Local office campaign the top 30 countries excluding
approved markets and EU where trials are imminent

• Advocacy efforts initiated where needed

• Status to be populated on an interactive map on Iata.org

• Campaign completed by Summer 2015

 Electronic Bag Tag update

• The Recommend Practice 1704F Electronic Bag Tag was

approved and will be published in June 2015

• Advise to the industry, get trialing! (Make sure the Regulators are in
support)

• Case studies and implementation guides will be produced

Flight Re-Booking
Fast Travel / Flight Re-Booking
In the event of an irregular operation such as flight delays, misconnects or cancellations
An airline offering the ability for a re-routed passenger to get proactively re-booked and deliver
their new boarding token or re-booking options via a self service channel.
 Boarding
Fast Travel / Self-Boarding
An airline offering the ability for a passenger to self-scan their boarding token to gain
entry to the aircraft in a controlled manner.
 Baggage Collection
Fast Travel / Bag Recovery

An airline offering the ability for a passenger to register a mishandled bag, utilising a self-service
device
 Education and Communication
Events
• Events: WPS, IGHC, ACI conferences, PTE
• IATA Webinars and Workshops
• Airline meets driven by our regions and local offices

Documentation
• Implementation Guides
• Case Studies/ User cases
• Resolutions and Recommended Practices in the IATA Passenger Service
Conference Resolution Manual
• Regulatory maps developed throughout 2015
 Copenhagen Airport

Prepared by Hasse Joergensen,

Airline Sales Business
Development, April 2015

62 IATA IGHC, Istanbul 2015

 Copenhagen Airport | Agenda

→ CPH Overview | Facts and Figures

→ CPH Reducing Costs Strategy (TCO)
→ TCO Products and services
→ TCO Stakeholder involvement
→ Next steps

IATA IGHC, Istanbul 2015

63
 Key Facts | Figures 2014

IATA IGHC, Istanbul 2015

64
 Reducing costs | TCO Strategy

→ TCO is a product or a service

designed to ensure efficiency,
business sustainability and to
promote growth for the customer.

→ TCO can be assessed by

measurable facts; time, quantity
and money

IATA IGHC, Istanbul 2015

65
 Reducing costs | TCO Strategy

Landing and Depreciation

Associated
Airport
and
Amortization
→ To support airline strategy
General
Admin
Charges
4%
7%
→ To reduce airline
12% Maintenance
and operational costs
Overhaul
Ticketing and 10% → To streamline processes and
Sales
17% Other consolidate airline
7%
operations
Passenger Fuel and Oil
Services 12%
11%
Station Enroute Flight Crew
Expenses Facility 7%
11% Charges
2%

IATA IGHC, Istanbul 2015

66
 Reducing costs | TCO Strategy

Automation and Self-Service

→ Self-service
Operational Excellence → Web solutions
Seamless travel → Mobile platforms

Copenhagen Airport, SSBG, Pier B

IATA IGHC, Istanbul 2015

67
 Reducing costs | TCO Strategy

Automation and Self-Service

→ Turn-around process
Operational Excellence → Baggage handling
Seamless travel → Maintenance

IATA IGHC, Istanbul 2015

68
 Reducing costs | TCO Strategy

Automation and Self-Service

→ Physical frames
Operational Excellence → Process flows
Seamless travel → Customer experience

Copenhagen Airport, Pier C

IATA IGHC, Istanbul 2015

69
 Reducing costs | TCO products and projects

TCO products and services → It’s not all about technology

→ It’s all about smart thinking

Copenhagen Airport, self-service gates, security screening

IATA IGHC, Istanbul 2015

70
 Reducing costs | The Nudging project

→ To obtain a smooth open gate

Screenshot, Nudging Pier C boarding process

→ The estimated time saved is 6 to
10 minutes per average flight.
→ Assuming only 10 departures a
day, 6 minutes per flight is 350+
hrs./year

Screenshot, Nudging Pier C

IATA IGHC, Istanbul 2015

71
 Reducing costs | Self Service Bag Drops

→ 16 self service Bag Drops in T3

→ Retro-fitted into existing setup
→ Transaction time reduced from
approx. 100 to 17 seconds
→ One agent can handle 6-8 units
→ PAX more satisfied
(91pts versus 86pts)

Copenhagen Airport, SSBD, T3

IATA IGHC, Istanbul 2015

72
 Reducing costs | Self Service Bag Drops

→ All new design

→ 8 self service Bag Drops in T2
→ Common Use Product

Copenhagen Airport, SSBD, T2

IATA IGHC, Istanbul 2015

73
 Reducing costs | Self Service Boarding

→ One agent can handle 3 lanes

→ Boarding time (150 pax) reduced
from approx. 15 min to 8 min
→ 28 gates by Q2 2015

Copenhagen Airport, SSBG, Pier B

IATA IGHC, Istanbul 2015

74
 Reducing costs | Self Service Boarding

Copenhagen Airport, SSBG, Pier A

IATA IGHC, Istanbul 2015

75
 Reducing costs | Quick stands

→ Multiple entry and exit points

→ Super fast turnaround – less than
30 minutes
→ Promotes punctuality

IATA IGHC, Istanbul 2015

76
 Reducing costs | Quick stands

IATA IGHC, Istanbul 2015

77
 Reducing costs | Quick stands

IATA IGHC, Istanbul 2015

78
Reducing costs | Automated Border Control

→ 9 ABC gates and lanes

→ DEP PAX SLA
→ min 5 min (90% of PAX)
→ min 10 min (99% of PAX)
→ ARR PAX SLA
→ min 5 min (85% of PAX)
→ min 10 min (99% of PAX)

IATA IGHC, Istanbul 2015

Reducing costs | Automated Border Control

Copenhagen Airport, existing border control, Pier C

IATA IGHC, Istanbul 2015

Reducing costs | Automated Border Control

Copenhagen Airport, future ABC setup, Pier C

IATA IGHC, Istanbul 2015

Reducing costs | Stakeholder involvement

→ IATA and ACI members meets

regularly at innovation and business
development events to share
experience, industry insights and to
throw ideas

IATA IGHC, Istanbul 2015

 Copenhagen Airport

Hasse Joergensen
Business Development
Manager

Copenhagen Airports
Lufthavnsboulevarden 6
2770 Kastrup
Tel: (+45) 40 35 34 44
E-mail:
h.joergensen@cph.dk
Web: www.cph.dk

IATA IGHC, Istanbul 2015

83
 Speaker

Dimitrios Sanos
Product Manager Airport and Ground Operations Training
IATA

84
Support to the industry
Smart Integrated Solutions from a trusted source:

 Publications
 Training
 Consulting

85
IATA Publications for Ground Operations
 Airport Handling Manual
 Baggage Services Manual
 IATA Ground Operations Manual
 IATA Baggage Book
 Passenger Services Conference Resolutions Manual

86
IATA Training
 Passenger Handling
 Passenger Assessment and Travel
Document Checks
 Baggage Handling Services and Systems
 SGHA-SLA
 Station Management
 Station Operations Control

87
IATA Consulting
 Baggage Services
 Ground Handling Safety
 Ground Handling Productivity

Information and Support:

www.iata.org
airportsolutions@iata.org

88
Improving the passenger Experience
through Fast Travel
Workshop