Basic Ground Operations Course Mar 2023

3/10/2023
Myanmar Airways International
Basic Ground Operations Course
3/10/2023 Basic Ground Operations Course
Contents
 Module 1. Organization Structure of an Airline(01-07)

 Module 2. Ground Operations Overview(08-39)
 Module 3. Airline and Airport Security(40-67)
 Module 4. Airside Safety(68-101)
 Module 5.Baggage Handling(102-148)
 Module 6. Passenger Handling(149-170)
 Module 7. Airline Catering ( 171-195 )
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 1.1 An Airline’s function
Module 1. Objective : to make a profit through the safe transportation of

passengers and cargo
Organization
Structure of an
Airline
 1.2 An Airline Station
What is station ?
Module 1:
Organization A station has three functional areas:
Structure of an
Airline 1. Management ( including control )
2. Supervision ( including proficiency checks )
3. Handling
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 1.3 A Station’s Function
Station Aims,
Module 1:
Organization -to provide the safest ,fastest and most efficient transfer of
Structure of an passenger and cargo from one place to another
-Must hire adequate numbers of properly qualified staff to provide
Airline passengers with the highest quality of service
Traditionally, airlines have their own manager
1.4 Role and Responsibilities of Station Manager

1. The Station Manager’s position is extremely important as he acts
as his to the station.
2. Must possess excellent communication skills.
3. The Station Manager also needs to be technically competent and
Module 1: current with respect to computer technology.
4. The four basic management skills
Organization  Plan
Structure of an  Organize
Airline  Monitor
 Control
Above four skills are constrained and reinforced by two factors :
safety and quality
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Any Question ?
2.1 Ground Handling

Module:2 What is Ground Handling operations?
Ground  Ground Handling encompasses all activities required to service a
parked aircraft on arrival and get it ready for departure.
Operations
Overview
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2.1 Ground Handling Operational Scope of Services

 2.1.1 Passenger and Baggage Handling
 2.1.2 Aircraft Handling
 2.1.3 Cargo Handling
Module:2
 2.1.4 Unit Load Devices
Ground  2.1.5 Fueling Operations
Operations  2.1.6 De-icing Operations
Overview  2.1.7 Catering
 2.1.8 Cleaning and Maintenance
 2.1.9 Load Control
2.1.1 Passenger and Baggage Handling
Module:2 Generally spelled out in Service Level Agreements (SLA)

Description of a standard process:
Ground Upon departure
Operations Upon arrival
Overview
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 2.1.2 Aircraft Handling
Module:2
Ground
Operations
Overview
 2.1.3 Cargo Handling
Module:2
Ground
Operations
Overview
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 2.1.4 Unit Load Devices
Module:2
Ground
Operations
Overview
Module:2
Ground
Operations
Overview
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 2.1.5 Fueling Operations
Module:2
Ground
Operations
Overview
 2.1.6 De-icing Operations

When there are freezing conditions and precipitation, de-icing an
aircraft is crucial.
De-icing techniques are also employed to ensure that engine inlets
Module:2 and various sensors on the outside of the aircraft are clear of ice or
snow.
Ground De-icing on the ground is usually done by specialized vehicles that
Operations spray the aircraft with a de-icing fluid such as Propylene or Ethylene
Glycol. Some airports have a “drive-in” hangar facility where de-
Overview icing can be performed.
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Module:2
Ground
Operations
Overview
 There are several formulations of de-icing fluid, falling into two

basic categories.: heated glycol diluted with water for de-icing
and snow/ frost removal and unheated, undiluted glycol that has
been thickened, applied to retard the future development of ice or
to prevent falling snow or sleet from accumulating.
Module:2  In some cases , both type of fluid are applied.

Ground 1st heated glycol/water mixture to remove contaminants
Operations 2nd unheated thicken fluid to keep ice from reforming before the
aircraft takes off.
Overview ( this is called “ a two-step procedure” )
AHM630, Article 13-De/Anti-Icing of aircraft provides guidelines

for safe Anti/De-icing operations
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Module:2
Ground
Operations
Overview
2.1.7 Catering
 Full service long-range airlines will require much greater catering
capacity than short-range low cost airlines.
Module:2
Ground
Operations
Overview
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It’s all about time.

Module:2
Ground
Operations  Short-haul flights: Flights lasting up to 3 hours
 Medium-haul flights: Flights lasting 3–7 hours
Overview
 Long-haul flights: Flights lasting more than 7 hours
 Ultra-long-haul flights: Flights lasting more than 12 hours
(DXB-AKL flying 17 hr : rest hour in Crew Rest Compartment 5hr_6hr )
2.1.8 Cleaning and Maintenance
Module:2 ❖Cleaning services are contracted aircraft service before boarding,

Ground waste removed, cabin materials are stored or replaced
❖low-cost short-range flights will often be cleaned by crew during
Operations turnaround to remove rubbish bags
Overview ❖FSC long and medium range require complete cleaning such as
general rubbish, vacuuming , exchange headrest, pillow covers and
blankets. Galley and Toilet cleaning are essential
❖Cleaning standards are monitored by Station Manager
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2.1.9 Load Control
Module:2
Ground
Operations ❖ flight coordinator is responsible for calculating the load and putting
Overview together an electronic or manual weight and balance sheet
❖Load control procedures may vary and be assigned differently at

various stations, according to each airline’s requirements and type of
aircraft operated by each airline.
Module:2
Ground
Operations
Overview
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Conclusion
Module:2 ❖The scope of services varies depending on the agreements.
Ground Ramp operations and aircraft servicing, passenger and
Operations baggage processing, cargo and mail, fueling, catering, catering,
cleaning, ticketing, maintenance, crew transportation and a number
Overview of other services
 2.2 Managerial Aspects

 2.2.1 Company Safety Management System
SMS is responsibility of corporate management based on proposed

Module:2 ICAO Annex 6,11,14 practices and IATA Operational Safety
Audit(IOSA) Corporate Organization and Management system(ORG)
Ground Standards and Recommended Practices
Operations SMS outlines a company’s safety policy and culture, with an overall
goal to manage safety as an integral part and one of the company’s
Overview core values
Guidelines for a Safety Management System can be found in AHM
610
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 2.2.2 Risk Management
Module:2
Ground
Operations
Overview
There are many different types of risks:
Module:2
 Legal risks
Ground  Environmental risks
Operations  Market risks
Overview  Regulatory risks etc.
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2.3 Occupational Health & Safety ( OH & S )
OH & S Hazards ( danger/ risk )

Module:2 We should be aware of both Health & Safety issues potential workplace hazards how to
protect staff from accident
Ground Associated with airport operations Falling into 4 categories
Operations (A )Noise
Overview (B)Physical hazards

(C ) Chemical hazards
(D) Shift work related hazards
A. Noise
- high levels of noise from taxing aircraft
- auxiliary power units(APU) and ground service vehicles
Module:2 - cannot be prevented, personal hearing protection to reduce
Ground cumulative exposure
Operations
Overview
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B) Physical Hazards
Module:2  Moving Equipment(collision with ground service vehicle )

Ground  Strains due to carrying of heavy loads
Operations (limited wt individual pc of bge to 32kgs as established by IATA

,cgo,etc..)
Overview  Weather Elements & Jet engine hazard
( provide clothing and fluids to prevent weather, stress for working
environment temperature)
C ) Chemical Hazards
Module:2
D) Shift Work related hazard( need to follow employee shift
Ground work regulations by local labor legislation and/or union regulations )
Operations  What are the hazards?
-working shift at night being overly tired to concentrate to
Overview increase errors or accidents
-risk to the worker and public
-stress of shift work can aggregate heart disease or digestive
disorders
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Module:2
Ground  Why a well-designed work schedules is necessary
Operations
- A well-designed work schedule is an advantage for both
Overview organization/employee
- can improve employee health and safety, satisfaction and

productivity
 Improving shift work through the Organization

-SM and HR office must comply regulations governing work hours and schedule, flight time and
rest time for flight and cabin crew
- various state law establish rules for overtime pay and child labor
-National Institute of Occupational Health and Safety ( NIOSH ) in the United States issued several
recommendations on how work schedule can be improved
- NIOSH recommends the following:
Module:2 Improving Shift work Schedules
Ground -Avoid permanent(fixed or non-rotating) night shift

-Keep consecutive night shift to a minimum
Operations -Avoid quick shift changes
Overview -Plan some free weekends

-Avoid several days of work followed by four-to seven-day” mini-vacations”
-Keep long work shifts and overtime to a minimum
-Consider different lengths for shifts
-Examine the schedule regular and predictable
-Examine rest breaks
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2.4 Emergency Planning

 2.4.1 Contingency(ဖြစ်လာနိင
ို သ
် ညအ
် ရ ေးရ ေါ်ကစ
ိ စ)Planning and
Emergency Response Plans
Module:2 Every airport has its own aircraft accident and terminal emergency
contingency plan
Ground Purpose : management and coordination of all activities should it be
Operations necessary to respond to a major accident, incident or other disastrous
occurrence(whether man-made or natural) may result in fatalities ,
Overview serious injuries, considerable damage or a major disruption of
operations.
 Other Event Response Planning
Module:2
- Fuel spill
Ground - Aircraft Fire
Operations - Dangerous goods incident
Overview - Security Incident
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2.4.2 Types of Emergencies and ERPs

Types of Emergencies and ERPs
The air carrier must have document a comprehensive description of

Module:2 the scope, structure , functionality of the corporate emergency
response plan ( ERP ) which depicts authorities ,duties ,
Ground responsibilities and interrelation of functions and activities.
Operations An ERP is necessary to respond to :
Overview • Security Emergencies
• Safety Emergencies
• Health Emergencies
2.4.3 Airport Revenue
a) Airport ticket sales
Module:2 b) Baggage/Excess Baggage charges
Ground c) Pet fees

d) Ticket change fees
Operations e) Third party use of facilities- subletting of airline lounge
Overview f) Unaccompanied minor fees
g) Third party handling if other airlines flights-check in or ramp
activities
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Any Question ?
Module 3 3.1 ICAO Role in Security

ICAO, an agency of the United Nations ,was formed in 1947 held in
:Airline and Chicago Convention
Airport Aim: to provide international civil aviation with the means of

developing in a safe and well-regulated fashion to promote cooperation
Security between nations.
Consists of : - an Assembly (ဥပဒေပပြုအဖွဲ့)
-a Council with limited membership (အက ြံဒပေးအဖွဲ့)
-a number of committees and working groups
- a Secretariats ( i.e., administrative department of a council or
legislative body)
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3.2 The Aim of International Aviation Security

Module 3
 Prevent acts of unlawful interference
:Airline and  Respond to attacks to minimize loss of life, injuries and damage to
Airport property
Security  Co-operate with other States to collect, assess and disseminate

intelligence information
3.3 International Civil Aviation Organization’s Annexes ( ICAO Annexes )

 Annex 1 : Personnel Licensing
 Annex 2 : RULES OF THE AIR
 Annex 3 : METEOROLOGICAL SERVICE FOR INTERNATIONAL AIR NAVIGATION
 Annex 4 : Aeronautical Charts
 Annex 5 : UNITS OF MEASUREMENT TO BE USED IN AIR AND GROUND OPERATIONS
Module 3  Annex 6 : Operation of Aircraft

Part I : International Commercial Air Transport
:Airline and Part II : INTERNATIONAL GENERAL AVIATION — AEROPLANES
Airport Part III : International Operations — Helicopters

 Annex 7 : AIRCRAFT NATIONALITY AND REGISTRATION MARKS
Security  Annex 8 : Airworthiness of Aircraft

 Annex 9 : FACILITATION
 Annex 10 : AERONAUTICAL TELECOMMUNICATIONS
VOLUME I : RADIO NAVIGATION AIDS
Volume II : Communication Procedures including those with PANS ( Procedures for Air
Navigation Services) status
VOLUME III — COMMUNICATION SYSTEMS
PART I — DIGITAL DATA COMMUNICATION SYSTEMS
PART II — VOICE COMMUNICATION SYSTEMS
VOLUME IV : SURVEILLANCE RADAR AND COLLISION AVOIDANCE SYSTEMS
3/10/2023 Volume V : Aeronautical Radio Frequency Spectrum Utilization
Basic Ground Operations Course
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 Annex 12 : Search and Rescue

 Annex 13 : Aircraft Accident and Incident Investigation
 Annex 14 : AERODROMES
VOLUME I : AERODROME DESIGN AND OPERATIONS
Module 3 VOLUME II : HELIPORTS

 Annex 15 : AERONAUTICAL INFORMATION SERVICES
:Airline and  Annex 16 : ENVIRONMENTAL PROTECTION
Airport  ANNEX 17 : SECURITY : basis for industry security measures and procedures to
protect civil aviation against unlawful interference which is amended time to time
Security by ICAO : ( what to do ) : Doc 8973 ( how to do ) Security Manual for Safeguarding
Civil Aviation Against Acts of Unlawful Interference (Doc 8973)
(SAFEGUARDING INTERNATIONAL CIVIL AVIATION AGAINST ACTS OF UNLAWFUL
INTERFERENCE)
 Annex 18 : The Safe Transport of Dangerous Goods by Air
 Annex 19 : Safety Management
Module 3
:Airline and
Airport
Security
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 3.4 Airside : refers to the movement part
Module 3
:Airline and
Airport
Security
 3.5 Landside : refers to non-aircraft operational areas and other

areas, such as the passenger terminal, to which the general public
have access.
Module 3
:Airline and
Airport
Security
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 3.6 ICAO suggest every contingency plan should be a coordinated and

wider community at located airport
• Government authorities
Module 3 • Police authorities
:Airline and • Airport administration
• Air traffic services
Airport • Aircraft operations
Security • The military
• Medical services
• Rescue and fire fighting services
• Hospitals
• The media
 3.7 Airport Security Programmes

In order to ensure the efficient implementation of the ANSP, it is
Module 3 necessary to establish a specific airport security programme for every
airport.
:Airline and Measures to safeguard airport security include:
Airport  Pass system for individuals
Security  Permit system for vehicles
 Screening and searching procedures
 Background checks on personnel
 Patrols: landside airside, off-airport
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 3.8 Passenger & Baggage Screening
Module 3
:Airline and
Airport
Security
3.8.1 The Purpose of Screening

main purpose : is to establish if it is safe to admit a given person,
package or item of baggage into the airside and/or on board an
Module 3 aircraft
:Airline and ICAO Annex 17, Objective 4.1 states:
Airport “Each Contracting State shall establish measures to prevent
weapons, explosives or any other dangerous devices, articles or
Security substances, which may be used to commit an act of unlawful
interference, the carriage or bearing of which is not authorized, from
being introduced, by any means whatsoever, on board an aircraft
engaged in international civil aviation”
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3.8.2 Types of Hold Baggage Subject to Screening

 All baggage to be loaded on aircraft undergoes several security
Module 3 procedures. This baggage includes:
 Checked in baggage
:Airline and
Airport  Equipment and crew baggage
Security  Passenger baggage reconciliation prior to passenger boarding
 Unaccompanied –mishandled baggage
 Baggage at reclaim area( when applicable )
3.8.3 Types of Baggage Screening Equipment
Module 3 Following equipment/devices are currently available:

 X-ray machines
:Airline and
 Computed tomography systems
Airport  Quadruple resonance
Security  Explosive particle detection technology
 Explosive vapor detection technology
 Canine olfaction
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Module 3
:Airline and  X-Ray Detection Device
Airport
Security
 X-Ray Systems and Millimeter Wave Imaging
Module 3
:Airline and
Airport
Security
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 Detector for Cargo Containers
Module 3
:Airline and
Airport
Security
 3.9 Security Roles & Responsibilities at an Airport
Module 3 The security roles of the different groups within an airport must always be very clearly
defined( have their own areas and duties)
:Airline and ▪ The Airlines
▪
Airport ▪
The Airport Authority
The police
Security ▪ The Custom and Immigration Services
▪ Air Traffic Control (ATC)
▪ Concessions (e.g. restaurants, retail outlets)
▪ Postal Services
▪ Other bodies with responsibilities
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 3.10 The Airline’s Role in Security

On the subject of Airline Security Programmes, Annex 17 states that:
▪ “Each Contracting State shall ensure that commercial air transport
operators providing service from that State have established,
Module 3 implemented and maintained a written operator security
programme that meets the requirements of the national civil
:Airline and aviation security programme of that State.”
Airport In addition:
Security Airlines are subject to the law of the State of Registration and of all
States into which they operate;
Some States, into which the airline operates, require additional
security measures to ICAO Annex 17 SARPs.
3.10.2 The Airline Security Programme

-focuses on implementing security processes in below areas:
▪ Passenger and hold baggage reconciliation

▪
Module 3 ▪
Security of aircraft
Security of airline catering, stores and supplies
:Airline and ▪ Security of aircraft cleaning operations
Airport ▪ Security of cargo, courier, express parcels and mail
▪ Recruitment of staff (background checks)
Security ▪ Security training of staff
▪ Contingency Planning
▪ Incident reporting
▪ Supervision and performance monitoring
▪ Local airport procedures
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 (1) Passenger and Baggage security measures, concentrate in two

areas within the passenger handling function:
a. Check-in
 i. Positive Passenger Identification (PPI) to check each
passenger’s travel documents
Module 3  ii. Security Questions related to checked-in baggage
:Airline and  - Is this your bags?
Airport  - Did you pack it yourself?

Security - Has it been in your possession since you pack it?
 - Are you carrying anything for anybody else?
 - Do you have electrical goods in your bags?
 iii. Positive Passenger Bag Match (PPBM) to make sure that
the baggage transported belongs to the passenger
travelling
 Before boarding
Module 3  ICAO “before boarding” requirements stipulate that:
Hold Baggage Security Control
:Airline and “Each Contracting State shall establish measures to ensure that
Airport originating hold baggage is screened prior to being loaded onto
an aircraft engaged in commercial air transport operations
Security departing from a security restricted area”
ICAO Annex 17, Standard 4.5.1
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 Hold Baggage Security Protection

 “Each Contracting State shall ensure that all hold baggage to be
Module 3 carried on a commercial aircraft is protected from unauthorized
interference from the point it is screened or accepted into the care
:Airline and of the carrier, whichever is earlier, until departure of the aircraft on
Airport which it is to be carried. If the integrity of hold baggage is
jeopardized, the hold baggage shall be re-screened before being
Security placed on board an aircraft”
 ICAO Annex 17,
Standard 4.5.2
Module 3  Passenger & Hold Baggage Reconciliation or Screening

 “Each Contracting State shall ensure that commercial air transport
:Airline and operators do not transport the baggage of passengers who are not on
Airport board the aircraft unless that baggage is identified as
unaccompanied and subject to additional screening”
Security  ICAO Annex 17, Standard 4.5.3
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 3.11 Cargo Security
Module 3
:Airline and  “Each Contracting State shall ensure that security controls are
applied to cargo and mail, prior to their being loaded onto an
Airport aircraft engaged in passenger commercial air transport operations.”
Security  “Each Contracting State shall ensure that cargo and mail to be
carried on a passenger commercial aircraft are protected from
unauthorized interference from the point security controls are
applied until departure of the aircraft”
 ICAO Annex 17, Standard 4.6.2
3.12 Aircraft Security

Module 3  “Each Contracting State shall ensure that aircraft security checks of
originating aircraft engaged in commercial air transport movements
:Airline and are performed or an aircraft security search is carried out. The
Airport determination of whether it is an aircraft security check or a search
that is appropriate shall be based upon a security risk assessment
Security carried out by the relevant national authorities”
 ICAO Annex 17, Standard 4.3.1
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3.13 Security Training

Security training is provided to everyone involved in airport and
airline operations, including:
 Airport management and staff
 Airport police personnel
Module 3  Airline ground staff
:Airline and  Airline flight and cabin crew
 Cargo agents and shippers
Airport
 Postal staff
Security  General aviation personnel
 Protocol and handling agencies
 Customs
 Airport concessionaires
Module 3 3.13.1 Different Training Needs

:Airline and
Airport  Although all staff must receive security training, they will not all
receive same type of training
Security
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4.1 Safety Training

to ensure that station personnel with duties and/or responsibilities
requiring access to the airside areas complete initial and recurrent ,
airside safety training in accordance with the corporate programme
▪ Airside Safety
▪ Driving to the Airside
▪ Operating GSE
Module 4 :
▪ Accessing aircraft doors
Airside Safety ▪ Operating a passenger boarding bridge
▪ Coordinating the aircraft turnaround
AHM 611 provides guidelines of factors that should be considered in
establishing the responsibilities, proficiency and qualifications of
personnel operating at the airside and defines the requirements for
airside training department.
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4.2 IATA’s Safety Strategy and ISAGO
ISAGO is intended to bring great improvement in safety and

efficiency for Ground Operations (hence called Safety Audit for
Ground Operations).
The primary aim of the programme is to reduce aircraft damage and
Module 4 : personal injuries in the ground environment, while driving down the
number of duplicate audits.
Airside Safety ISAGO is a compilation of operational audit standards as found in
the IATA AHM and other IATA publications applicable to all ground
operations services providers (GSPs).
ISAGO audits are conducted at both corporate and station levels of
GSPs.
 All ground operations at a station should be managed according to

the airline’s safety and security procedures
Module 4 :
 Station safety programme must comply with corporate safety
Airside Safety programme and safety requirements of the relevant authorities
and /or customer airlines
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 Human failures can result in personal injury , aircraft damage and

equipment damage or flight delays
Module 4 :
Airside Safety
4.3 Airside Safety Investigation and Reporting
In accordance with AHM 652 – the provider should have standard

operating procedures (SOPs) for the investigation of airside incidents
/ accidents to ensure that the investigation is carried out in a logical
manner.
Module 4 : Human Factors – A Key Element in Airside Investigations
Airside Safety AHM 653 – Human Factors in Airside Safety Investigations, aims to
determine the human factor element, which is of key importance to
the investigation process.
AHM 640 – Human Factors Program as part of an Safety Programme
should be referred to for additional information on this topic.
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4.4 Accidents on the Ramp
 Preparing the aircraft for flight

 Preparing the load for putting on board an aircraft
 Boarding passengers
 Loading and unloading
Module 4 : Accidents occur on the ramp can be grouped under four main
Airside Safety headings:
➢Accidents to Passengers
➢Accident to Personnel
➢Damage to Aircraft
➢Damage to Ground Equipment and Vehicles
4.5 Common Causes of Ramp Accidents
1) Habit ( careless )
2) Haste ( speed on ramp )
Module 4 : 3) The other Person ( awareness of safety rules)
Airside Safety
All Ramp personnel should remember the following two pieces of
advice:
 Don’t be the victim of someone else’s carelessness
 Stay alert and stay safe
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4.6 Airport Design and Responsibility
The airport’s responsibility in safety falls under the areas below:
▪ Field & building maintenance

▪ Surface conditions
▪ Provision of signage
Module 4 : ▪ Designated walkways
▪ Aircraft gates
Airside Safety ▪ Vehicle operating procedures
▪ Control Passenger Access
▪ Direct passengers on apron
▪ Park aircraft safety
▪ Maneuver equipment safety
▪ Ensure adherence to regulations
4.7 Your Personal and your Staff’s Safety

Employee
Module 4 :  to take safety training

Airside Safety  To wear appropriate PPE
 To exercise safety habits
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4.8 Basic Health and Safety Instruction

Employees are routinely given basic health and safety instruction
focus on local regulations/rules of airport designed to protect both
passengers and staff from injury or harm
Following health and safety regulations is to protect his staff and

passengers:
1) Recognizing the consequences of not following the safety rules

Module 4 : 2) Recognizing hazards( e.g., smoking on the ramp) and minimizing
Airside Safety 3)
risks
Identifying possible dangers such as damaged wiring, sharp edges ,
wet floor !
4) Reporting incidents, injuries, aircraft damage and spillages and
fires
5) Using safety procedures when using electronic equipment
6) Lifting and carrying items in a safe manner…etc.
4.9 Ramp Safety Personal Protective Equipment (P.P.E)
We have highlighted the need for airport ramp service team members
to wear Personal Protective Equipment (PPE).
Personal Protective Equipment (PPE)

Module 4 : Require additional articles, such as face shields, cold weather gear.
Ramp staff PPE equipment consists of:
Airside Safety ▪ A high visibility vest, so ramp agents can be seen
▪ Sturdy footwear with steel or Kevlar toecaps, if possible
▪ Ear defenders, to protect which could be damaged by aircraft
noise
▪ Gloves, to protect hands
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 Personal Protective Equipment
Module 4 :
Airside Safety
▪ Sunglasses : Airfields are large, open spaces and can create

difficulties seeing property in sun
Module 4 :
Airside Safety
▪ Knee protectors, for when it is necessary for staff to work on their
knees for long periods, such as when loading in the holds of aircraft.
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Role in Airside Role in Airside Safety
Your role in airside safety :
Human factors errors can result from any of the following:

• Motivation and attitude issues (e.g.., “That will do” or “It’s not my job”)
• Certain human behavior traits (e.g., impatience, anger, skipping safety
procedures to “save time”)
• Poor communication skills (e.g., using imprecise language)
Module 4 : • Stress
Airside Safety • The effects of drugs and alcohol
• Fatigue
• Time pressures (e.g., turnarounds are always “against the clock”)
• Peer pressures (e.g., the temptation to do as your colleagues do, even when
you know or think it is wrong”)
• Management pressures
 (e.g., inexperienced or poor management may try to “cut corners”)
 You can do your part in reducing such errors in your environment

by:
1) Being aware of human factors errors in your own behavior
Module 4 : 2) Developing “situational awareness” which is as a person’s state
Airside Safety of knowledge or mental perception of the situation around him or

her
3) Promoting teamwork in your work groups, so that team members

can watch out for each other.
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 4.10 Risks On and Near Aircraft

precautions on or near aircraft:
 Never approach an aircraft until engines have been shut down and
Module 4 : anti-collision beacon has been turned off
Airside Safety
 When working on an aircraft either catering gallery or cleaning,
beware of the open aircraft doors. Make sure safety strap is put
across the door opening
 4.11 Adverse Conditions
▪ High winds, low visibility, bright sunlight, ground icing and

lighting require special safety precaution
▪ AHM 630 Article 14, provides industry recommended practices

that, when included in a severe weather operations plan, can
Module 4 :
minimize the dangers associated with severe weather in the airside
Airside Safety workplace
▪ General Guidelines to follow in various adverse weather

conditions
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During lighting activity:

 Many lighting causalities occur in the beginning as the storm
approaches, and many after the perceived threat has passed.
 The threat generally diminishes with time after the last thunder,
but may persist for more than 30 minutes
During lighting activities
Module 4 :  DO NOT get out of enclosed vehicles
Airside Safety  DO NOT use a headset connected to an aircraft

 DO NOT use cell phone, radios etc. in open areas or in front of
windows
 DO NOT take shelter under tall tress
 DO NOT Load and Unload explosive or flammable material(of
course!)
 4.20.5 Aircraft Refueling

 Fuelling With Passengers On Board
▪ The crew must be told when refueling is about to commence and
when it is completed.
Module 4 : ▪ All passenger exits are to be kept clear. Catering and cleaning
Airside Safety activities are to be kept clear of exits.
▪ The area around the bottom of passenger steps is to be kept clear.
▪ There must be steps and/or an air bridge on both the forward and
the rear passenger doors.
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 4.12 Emergency Situations

 Being Prepared Emergency Responses
▪ Injuries
▪ Security threats
Module 4 : ▪ Spillages
Airside Safety
▪ Reporting
▪ Location of and Response to Alarms and Emergency Stops
 4.13 Emergency Shut-off (E.S.B/EFSO)
Module 4 :
Airside Safety
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 4.14 Airport Fire Training

 Fire training involves airport evacuation procedure to get
passengers and staff out of the airport building as quickly and
safely as possible ( special needs wheelchair , blind , deaf and
elderly)
 -ensure staff knows emergency telephone number/emergency
Module 4 : exit and safe areas
Airside Safety
 4.15 Safety Tip
Module 4 :
Airside Safety
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 4.16 Fire Prevention
Module 4 :
Airside Safety
 Fire prevention is more important than fire fighting
-good housekeeping
-all ramp personnel must know the location of fire fighting

Module 4 : equipment , fire alarms and telephones that can be used in
Airside Safety emergency
-Smoking on the ramp is absolutely forbidden
-Shoes or boots with steel tips, heels or nails must not be worn, they
can cause sparks and are a fired hazard
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 What To Do If a Fire or Fire Warning Occurs
▪ Aircraft Fire
▪ Wheel Fire
Module 4 :
Airside Safety
▪ Smoke and Fire Warnings in Aircraft Holds
▪ Fire in Unattended Aircraft
 4.17 Collisions and Accidents
Module 4 :
Airside Safety
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 4.18 Foreign Object Damage
Module 4 :
Airside Safety
 Danger of Foreign Objects at the Airside
Module 4 :
Airside Safety ▪ Vehicle Cab Clean-up
▪ Ramp Area Clean-up
▪ Food Refuse Clean-up
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 The most common items of debris, litter and equipment found on

the ramp include:
▪ Chippings and scattered stones
▪ Nuts and bolts
▪ Splintered wood from pallets or load spreaders
▪ Metal tie bands
Module 4 : ▪ Oil and cans or bottles
▪ Customs seals
Airside Safety ▪ Plastic bags or sheeting
▪ Tie-down fittings
▪ Split ballast bags
▪ Suitcase wheels and handles, suitcase name tags
▪ Catering items (e.g. knives and forks)
 4.19 Aircraft Damage Reporting
▪ Bird strikes are a major threat to flight safety. Most bird strikes
occur when an aircraft is taking off or landing and may be the
Module 4 : result of untidy ramp operations.
Airside Safety Just Culture
▪ A “Just Culture “ means the focus is on learning from mistakes

rather then identifying whose fault a mistake is.
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 Here are the essentials of damage reporting that you and your staff
should know:
▪ Why
▪ What
Module 4 :
Airside Safety ▪ When
▪ How
▪ To whom
In Your Pocket
▪ Company will make available a small plastic coated card about the
size of a playing card that will list the airport and company
emergency telephone numbers and other vital information you
Module 4 : need in an emergency
Airside Safety
“Safety is one of IATA’s top priorities.” Make it yours too!
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 5.1 The Role of Baggage Services Staff

Airlines are customer-driven and must ensure baggage agent deals
with a problem will encourage the passenger to travel with the
airline again
Module 5 :
Baggage  Baggage services staff :specially chosen and trained for
Handling understanding, patient and concerned with passenger welfare to
make good baggage agents
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 5.2 Baggage Services Training Skills

Module 5 :  Baggage services training must cover ‘technical’ skills such as the
Baggage use of tracing systems and procedures for dealing with damaged and
mishandle baggage.
Handling
Module 5 :  5.3 Customer Service Skills

When a passenger deals with a baggage services office, it is last point
Baggage of contact with the airline.
Handling  To ensure each customer is important and stays with the airline
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 5.4 Baggage Security
Module 5 :
Baggage
Handling
 5.5 Baggage Theft (ခိိုေးမူ)
 Statistical analysis can also help management to identify where

problems occur.
Module 5 :  The information it provides can be used as a basis for finding
solutions to the problem of theft and pilferage.
Baggage  To eliminate the opportunity of theft, it may be necessary to install
Handling surveillance cameras and undercover police in order to identify and
stop organized theft operations
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5.6 Passenger & Baggage Reconciliation
Module 5 : To reduce incidents of terrorism, include the use of two new

Baggage technologies for screening hold baggage
1)x-ray units ( also called “smart” x-rays )
Handling 2) Explosive trace detectors ( also called “sniffers” )
▪ Annex 17: Standard 4.3.1 of ICAO Annex 17 (IATA

Recommended Practice 1739) was developed in 1987, requiring
operators to apply specific measures and security controls to the
baggage of passengers who fail to board the flight after they have
Module 5 : checked in.
Baggage ▪ ICAO Annex 17 states that a carrier must not transport the baggage
Handling of passengers who are not on board the aircraft unless that
baggage has been subjected to other security control measures.
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 ‘Passenger and Baggage Reconciliation’
 Purpose: to ensure that no aircraft will depart when it has baggage on board for
which there is no passenger (unless it is expedite baggage).
▪ Check-in and departure staff must be sure that all passengers who checked in
baggage have actually boarded. Ramp employees must ensure that baggage
Module 5 : does not travel on an aircraft without the passenger who owns it (unless, as
mentioned above, it is expedite baggage). They can achieve this objective in
two ways:
Baggage
Handling 1. No item of baggage is loaded until its owner has boarded.
2. All baggage is recorded as it is loaded and then, before departure, any
baggage for which there is no passenger is offloaded.
 All of these tasks can be carried out manually or automatically by computer.


5.7 bar codes can be read by a variety of devices. i.e., fixed

readers, light pens, wands and laser guns.
Module 5 : • Various laser readers can be used in order to read baggage on
moving conveyor belts.
Baggage
• The tag number which is shown in bar code format is read by
Handling each device quickly and accurately.
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 5.8 Baggage Tags
Module 5 :
Baggage
Handling
 5.9 Types of Baggage Tags
 Checked Bag Tags

 Expedite( အပြန် ) Baggage Tags
Module 5 :  Special Purpose Tags
Baggage
Handling
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 5.10 Elements of a Baggage Tag Number
Module 5 :
Baggage
Handling
 The ‘License Plate’ Concept
 The license plate is a unique ten-digit number which facilitates the

translation of the alpha-numeric baggage tag number into a bar
code.
In other words:
Module 5 :
The baggage tag number is alpha-numeric, because it contains letters
Baggage and numbers.
Handling a. For instance: Baggage Tag number : XB123456
b. The baggage tag number is translated from alpha-numeric form
into numeric form.
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 Composition of the 10-digit license plate:
Module 5 :  1st position: Defines what type of tag being used, i.e.
 0 = interline tag
Baggage  1 = ‘fallback’ tag (for sortation systems)
Handling  2 = interline expedite tag
 3-9 = interline and on-line use (values are defined by each carrier).
 2nd to 4th positions: The three-digit airline code number assigned to the carrier.
 5th to 10th positions: A six-digit number specific to the bag or item of baggage.
 So, in the example of a license plate which we gave earlier, i.e.;

 0123123456:
Module 5 : ▪ The first position ‘0’ signifies that it is an interline tag:
Baggage ▪ The next three positions ‘123’ signify the airline accounting code
number;
Handling ▪ The last six positions ‘123456’ signify the unique tag number
assigned to the bag.
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 Bar Codes
Module 5 :
Baggage
Handling
 Sample of Barcode Baggage Tags
Module 5 :
Baggage
Handling

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 Explanation of Barcode Baggage Tags
Module 5 :
Baggage
Handling

Module 5 :
Baggage
Handling
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 5.11 Functions of the ‘License Plate’ Concept
 The most common messages transmitted by the license plate tag

number are:
 BSM- Baggage Source Message
Module 5 :  BTM- Baggage Transfer Message
Baggage  BPM- Baggage Processed Message
Handling  BUM- Baggage Unload Message
 5.12 Baggage Services Offices and Claim Areas
AHL is the abbreviation for ‘Advise if Holding’.

 An AHL report records information when passengers arrive with
Module 5 : their luggage missing.
Baggage  The passenger makes a declaration at the Claims office and the
agent creates an AHL file for the lost baggage by entering and
Handling validating the information.
 An AHL message is then sent to World Tracer database, which can
search for a match in its records.
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 5.13 Stages of Baggage Handling
Module 5 :
Baggage
Handling
 5.13.1 Check – In
Module 5 :
1. Exception baggage
Baggage
2. Late checked baggage
Handling Positive closeout is the confirmation by check-in staff with the ramp
staff when the last item of baggage has been accepted.
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 5.13.2 Make – Up
Module 5 :
Baggage
Handling
 5.13.3 Loading
 Loading to facilitate handling:

 1st : interline transfer baggage
 2nd: on-line transfer baggage
Module 5 :  3rd: local (terminating) baggage
 4th: other (cargo, mail, etc)
Baggage  Two basic principles: loading to facilitate handling and loading to
Handling prevent damage.
 Some airlines like to deliver first class baggage before economy class
baggage. First class baggage, and the bags of elite status passengers, is
loaded separately.
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• Loading to prevent damage:

• Depending on the length of the journey, some pieces of baggage
can weigh more than 20 kilos.
Module 5 : • As a result, bags must be loaded vertically rather than
Baggage horizontally to prevent the bags on the floor of the aircraft
container or bin from being crushed by the bags which are loaded
Handling on top of them.
 5.13.4 Transfer
 Minimum Connecting Times (MCTs) are jointly established by the

scheduled airlines.
Module 5 :  Baggage is usually transferred using one of the following
methods:
Baggage 1. The inbound airline takes transfer baggage to the connecting
Handling airline
2. A single ground handling company transfers baggage for all
airlines at the airport.
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 5.13.5 Unloading
 The Baggage Transfer Message (BTM), which includes the baggage
tag number, passenger name and flight details, is extremely useful
in the unloading process.
 It can be used to find out precise details of the connecting baggage
Module 5 : (if any) before the aircraft arrives.
Baggage
Handling
 5.13.6 Claim Area
Module 5 :
Baggage
Handling
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 5.14 Baggage Allowances, Excess Baggage &Cabin / Carry-On

Baggage
 Baggage Allowances:
 The amount of baggage which is permitted is called ‘Free Baggage
Module 5 : Allowance’.
Baggage  The Station Manager should make sure that staff apply the company
regulations for baggage allowances.
Handling  Excess Baggage:
 Passengers often travel with baggage that exceeds the limit (the free
baggage allowance)per person allowed by the airline.
 Cabin / Carry-on Baggage:

• Airlines establish a control over carry-on baggage in order to
facilitate passenger flow though security check points, to ensure
the safety and comfort of passenger in flight and facilitate on-
time departures
Module 5 :
Baggage • Carry-on baggage should be of a size, weight and shape to fit
Handling under a passenger seat or in an enclosed storage compartment.
• IATA Recommended Practice 1749.
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 5.15 Suggestions for Reducing Mishandlings
 Problem : A sudden increase in mishandlings due to tagging errors.

 Solution: Investigate PIRs in order to determine if a specific trend
Module 5 : exists regarding time of day or day of week.
Baggage e.g., The problem may be caused by untrained (new) staff, for
example.
Handling
This can be identified by comparing the duty roster against the pattern
of tagging errors.
 5.16 Local Baggage Committee

 5.16.1 Definition, Membership & Participation
A local baggage committee (LBC) is an organization of airline
managers at the airport which meets at least once a month to identify,
analyze, and solve local interline baggage handling problems.
Module 5 :
IATA requires that LBC be established at all airports which are
Baggage served by at least one member (of IATA) and :
Handling 1. Which are served by more than three scheduled carries; and
2. Where interline baggage is transferred between carries, and/pr
3. Where a member is handled by another carrier or non-airline
handling agent.
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 5.16.2 Main Business of the LBC
Module 5 :
LBC’s main concerns:
Baggage
 Conducting regular review of station problems which lead to
Handling baggage misconnection.
 5.17 The working relationship between the Local Baggage

Committee & the Airline Operators Committee
 The Airline operators committee (AOC) is similar to the LBC.
Module 5 :  The AOC and the LBC are both concerned with providing opportunities
for problem solving.
Baggage  The AOC, however, deals with a greater range of subjects. With regard to
Handling baggage issues, the AOC liaises with the LBC.
 At any airport which does not have a LBC, the AOC will perform a dual
role: its own role, and that of the LBC.
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5.18 Baggage Management in Tracing

(World Tracer®)
Module 5 :
Baggage
Handling
 5.19 Baggage Identification Chart

1) non-zippered bags
2) zippered bags
Module 5 : 3) miscellaneous articles

Generally, there are three kinds of descriptive elements:
Baggage
1) Type of material , i.e. rigid, leather
Handling 2) Size of item, i.e cabin size
3) External elements such as a strap, or wheels
▪ For example, a black document case with straps only would appear
in the AHL as a BK07SXX.
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Module 5 :
Baggage
Handling
5.20 Interim Expenses
Module 5 :  Interim expenses are the amount a passenger obtains from the
airline if his baggage has been delayed.
Baggage  They are also known as “first needs” and “out-of-pocket” expenses.
Handling
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 5.21 Delivery Charges
Module 5 :
Baggage
Handling
 5.21.1 Explaining Delivery Charges
Module 5 :
Baggage  IATA resolution stipulates that baggage delivery costs to the
passenger may only be recharged if they are more than USD 25
Handling (or the equivalent) per delivery.
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 5.22 Baggage Claims

 5.22.1 Types of Baggage Claims
Five types of claims which can result because of baggage
mishandlings;
Module 5 : 1) Interim expenses
Baggage 2) Delivery
3) Damage
Handling 4) Pilferage
5) Loss
Passenger is based on Resolution 780-IATA Interline Traffic

Agreement- Passenger
Some key provisions which affect baggage are:
 Article 3- Interline Checking of baggage
 Article 4- Mishandled Baggage
Module 5 :
 Article 5- Claims and Indemnities
Baggage IATA recommended practice 1724-General Conditions of Carriage
Handling Passenger and Baggage ; key provisions affect baggage are
 Article 9-Baggage
 Article 16-Liability for Damage
 Article 17- Time Limitations on Claims and Actions
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 5.23 Pilferage
Module 5 :  Pilferage is not always noticed immediately by passenger like

Baggage that, however same reporting procedure and process
Handling  It costs the airline operator a great deal of money
 5.24 Possible Causes of Pilferage
 The passenger’s bag was over packed, causing the bag to burst open
during the flight, some of the contents fell out into the hold of the
aircraft
Module 5 :
Baggage
Handling
 The item was never in the bag because the passenger is lying (falsifying
information) and did not, in fact, bring it with him.
 Some of the contents of the passenger’s baggage were pilfered by an
airline or airport employee at some point during the journey.
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 5.25 How can Pilferage be reduced?
 In order to reduce pilferage, here are few suggestions:

Module 5 :
❖Must ensure day-to-day baggage handling procedures are
Baggage constantly monitored and reviewed in order to eliminate
opportunities for theft
Handling
❖Check in staff must be instructed to avoid , acceptance of
baggage items which could easily be pilfered , e.g. over-packed
suitcases , flimsy, lightweight boxes or containers
Any question?
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Module 6 :
Passenger
Handling
 6.1 Simplifying Passenger Handling
Module 6 :
Passenger
Handling
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 6.2 Passenger Handling Overview
 Advance Passenger Information (API) required by certain Customs, and Border

Protection Agencies (USA, Canada and certain other countries) prior to the
aircraft’s departure, machine –readable zone (MRZ).
▪ Airlines incur fines for passengers without valid travel documents.

Module 6 : ▪ Privacy concerns due to the processing of specific personal data, which is
Passenger subject to privacy legislation.
Handling ▪ New security standards and passenger authentication checks require more
intensive checks of passenger IDs.
▪ Increased security standards for the screening of check-in and check baggage.
▪ Lack of use of self-service kiosks.
 6.3 The IATA Simplifying Passenger Travel (SIPT) Programme
➢ Check-in
➢ Bags ready-to-go
Module 6 : ➢ Document scanning
Passenger ➢ Flight re-booking
Handling ➢ Self-boarding
➢ Bag recovery
 2009 IATA Corporate Air Travel Survey (CATS), over half of all passengers surveyed want airlines to
provide them with more self-service options.
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 IATA’s Fast Travel Programme
Module 6 :
Passenger
Handling
6.4 Steps towards Simplifying the Airline & Airport Business

( CUTE & CUSS)
▪ CUTE stands for Common User Terminal Equipment.
▪ CUSS stands for Common User Self Service.

Module 6 :
▪ CUTE (Common User Terminal Equipment) and CUSS (Common
Passenger
User Self Service) are used at small and large airports to improve
Handling
passenger check-in processing facilities.
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 6.5 Special Customer Handling
Module 6 :
Passenger
Handling
 6.6 Special Customers
▪ When working with passengers requiring special assistance, it is important to

know the appropriate rules and procedures to ensure both they and the other
passengers, enjoy a safe and comfortable flight.
▪ Your Company Manuals include many rules and regulations relating to those
passengers who require special assistance.
Module 6 : ▪ Some of the passengers who may need special assistance include the following:
Passenger ▪
▪
People who don’t speak your language
People with physical challenges such as broken bones or difficulty walking
Handling ▪ Pregnant women
▪ Blind passengers
▪ Unaccompanied minors
▪ Inadmissible and deportees
▪ VIPs
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Module 6 :  6.6.1 Blind Passenger

Passenger
Handling
 6.6.2 Expectant Mothers and Newborn Babies IATA Recommended

Practice 1700a
Module 6 :
Passenger
Handling
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 6.6.3 Unaccompanied Minors(Interline) Recommended Practice

1753
Module 6 :
Passenger
Handling
 6.6.4 Sample of UM Form, Label and Handling Tag
Module 6 :
Passenger
Handling
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 6.6.5 Inadmissible Passengers & Deportees IATA resolution 701
Module 6 :  Deportees: In the event of a deportee, ticket information should

include the passenger’s name, followed by the notation “DEPA”
Passenger (accompanied) or “DEPU” (unaccompanied).
Handling
 6.6.6 Control of Inadmissible Passengers
▪ Airlines can only take measures to prevent passengers arriving to a destination with incorrect
documentation.
Module 6 : ▪ It is therefore important that check-in staff performs through checks on passengers'
Passenger documentation to comply with provisions of TIM or TIMATIC (TIM-Travel Information

Manual, TIMATIC – Electronic format of the TIM).
Handling ▪ Facial recognition was selected as the globally interoperable biometric for machine – assisted
identify confirmation with Machine – readable Travel Documents (MRTDs).
▪ In a comprehensive analysis of various available biometrics, the face rated highest in terms of
compatibility with key operational considerations, followed by fingers and eyes.
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 6.6.7 VIPs
▪ All airlines have different procedures for VIPs and there is no IATA procedure laid down.
▪ For handling passengers of some note or title, such as a dignitary, prince, ambassador and so on, you
should refer to the appropriate protocol for addressing them and treat them with the respect and
courtesy that you would provide to all your passengers.
Module 6 : ▪
▪
Services provided at the VIP lounge may include the following:
Personalized VIP service for passengers and their companions
Passenger ▪ Baggage handling

▪ Check-in, passport control and security control in the VIP lounge
Handling ▪ Individual apron transfer to / from the aircraft
▪ Parking in front of the VIP area or in a guarded parking area adjacent to the VIP area for the duration
of the formalities
▪ The airline will assign a staff member at the VIP lounge who will co-ordinate all activities relating to
this type of passenger(s).
 6.6.8 Airline Lounges

 Airlines will either provide their own lounge facility for
Module 6 : Commercially important Passengers (CIPs), premium passengers
and frequent flyers, or make use of another carrier’s lounge, or one
Passenger owned and operated by the airport authority or a ground service
provider.
Handling
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 6.6.9 Passengers with Reduced Mobility (PRM)
Module 6 :
Passenger
Handling
 6.6.10 Assisting passengers with reduced mobility
Module 6 :
Passenger
Handling
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 6.7 IROPs & Delays / Cancellation Handling
Module 6 :
Passenger
Handling

 6.7.1 Irregular Operations Handling (IROPS)
▪ Force Majeure is a term used to depict an unusual or extraordinary event or

circumstance beyond our control, such as war, strike, riot, crime, or “Act of God”
such as flooding and earthquake events.
▪ Irregularities may occur beyond the control of the carrier, due to extraordinary
circumstances, which include:
Module 6 : ▪ All cases of Force Majeure
▪
Passenger ▪
Technical aircraft problems (including damage to aircraft)
Crew shortage
Handling ▪ Unexpected flight safety shortcoming
▪ Runway closure and/or limitations
▪ Airport infrastructure related problems (immigration, Customs, Security Control)
▪ Security Risks
▪ Exceptional passenger, baggage and aircraft / airport security measures
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 6.7.2 Irregularities caused by the carrier include:

▪ Delays
o Delay known before boarding
o Delay known after boarding
o Delay on arrival
▪ Flight Cancellation
Module 6 : ▪ Flight Diversion
▪ Downgrading
Passenger ▪ Denied boarding
Handling ▪
▪
Change of aircraft type
Incidents that have high emotional impact, such as:
o Emergency landings, in-flight engine shutdown
o Deployment of oxygen masks
o Emergency evacuation
o Heavy turbulence in-flight
o Loss of compression and rapid descent to lower flight level
Questions !!!!
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 7.1 Airline Catering Overview

 Airline catering (also known as inflight catering) is the general term
applied to the complex process of providing airline passengers with
meals and beverages as part of an airline’s inflight services.
 The meal which the passenger receives during his flight is the end
Module 7 : product of an enormous amount of very carefully controlled, and
Airline monitored, activity.
Catering
 7.2 What is Airline Catering Today?
Module 7 :
Airline
Catering
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 The Station Manager should always be aware of the nature and

logistics of his airline’s catering activities, regardless of whether
Module 7 : they are provided on an in-house basis or outsourced.
Airline  The logistics put in place must ensure that the right quantities of
food are provided for the number of passengers travelling on each
Catering flight.
 7.3 The bulk of airline catering logistics is formed by the:
1) Development
2) Production
3) Assembly
Module 7 :
4) Storage
Airline 5) Transportation of inflight meals
Catering
 The activity must be carefully controlled and monitored in order to
ensure that the food served on board the airplane is served at the
right time, at an acceptable cost to the airline, and is of an
acceptably high quality.
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 The most critical aspect of airline catering is food hygiene.

 On a seven-to-eight hour flight, with no medical help readily
available, an attack of food poisoning at 30,000 feet in the air could
be a major problem
Module 7 :
Airline
Catering
 7.4 How does Airline Catering Work?
The airline process is usually made up of the following elements:

 Passengers’ Assessment
- passenger needs information through market search and observing actual passenger behavior
 Product and Service Development
Module 7 : -based on info, caterers and suppliers need to determine the precise amount and type of food , drink and equipment on each
route and each class of passenger
Airline  The Food Production Unit( core unit )

-prepare/produce correct amount of trayed meals and non-food items( e.g., cutlery and crockery) ready for transportation to the
aircraft
Catering -fulfill many roles: warehouse , food manufacturing plant , a kitchen and an assembly plant , all in one
 Transportation
-Special high-loader trucks, meals trolleys to be rolled on and off the aircraft are used to transport food and drinks
 Storage
-Items must be properly stored and secured in accordance with the rules of hygiene
 Service
-cabin crew carry out Inflight service by providing passengers with meals , snacks and other items
 Cleaning Up
- Upon arrival and destination, aircraft is stripped of all catering equipment and trolleys and returned to the production units
for cleaning and re-use
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 7.5 The Importance of Catering Activities
Module 7 :  It is essential that catering activities be performed in a professional

Airline and efficient manner.
 Efforts to secure top quality and a consistently high standard are
Catering fully justified.
 7.6 Competitive Awareness
Module 7 :  Customer Feedback
Airline Why seek feedback?

 Excellent service will result in contented passengers who are likely
Catering to fly with the airline again in the future.
 In order to obtain this information, the airline must elicit feedback
from its passengers.
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 7.7 Important Operational Aspects
Module 7 :
Airline
Catering
 7.7.1 Delivery and acceptance of catering supplies on Aircraft
1) Ramp Safety
Module 7 : Caterer responsibility to provide approved vehicles , drivers ,
Airline equipment and facilities for transportation of all meals to and from
Catering aircraft
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7.7.2 Ramp Security

It is important only authorized personnel be involved in loading
operations
Typical security measures for catering operations include following:
 Control of access to the catering unit
Module 7 :  Proper identification and authorization of staff
Airline  Security supervision during food preparations
Catering  Security check of catering uplifts
 Sealing of food and/or bar trolleys/ containers
 Physical examination of catering vehicles prior to loading
SM must report any breach of security procedures to the caterer to make
corrective action immediately
7.7.4 Expected Food Safety Standards

-Senior cabin crew is essential report to SM any discrepancies with respect to
the delivery and quality of catering supplies
-Caterer must ensure that food is properly refrigerated at all times especially
Module 7 : to perishable items( neither loading vehicles nor the aircraft galley
Airline compartments are refrigerated , so all trolleys must be cooled to below 8

degree Celsius)
Catering
Achieve in two ways:
1) by packing the top of each trolley with dry-ice packs
2) By giving each trolley a blast from a carbon dioxide until the food has
been loaded onto the aircraft and signed for by the cabin crew
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 7.8 Cleaning and Maintenance of Rotable Equipment

Module 7 :
Airline
Catering
 7.9 Different equipment requiring cleaning includes:
• Trolleys / Boxes
• Trays
Module 7 :
Airline • Crockery
Catering
• Cutlery
• Laundry
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 7.10 Replenishment of Supplies
Different items requiring replenishing include:
 Sugar / Coffee / Tea Packs

Module 7 :
 Plastic Cups/ Glasses
Airline
Catering  Duty free and other items
7.11 Recycling / Waste Disposal

Airlines are mandated by law to implement an efficient and
effective system of waste disposal
Module 7 :
 Food
Airline  -To avoid spreading of disease
Catering  Items sent for recycling
-Newspaper ,magazine , plastic cups, wine bottles have installed
garbage compactors on board for recycling
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 7.12 Monitoring and Control
 7.12.1 Cost Control Measures
Module 7 :
 No frills/low-cost airlines by offer cost reduction strategy,
Airline additional revenue ca come from the sales of meals onboard
Catering
 Legacy carriers are by offering light meals for economy and more
elaborate in-flight catering service is still provided first and business
class
 7.12.2 Ordering
Module 7 :
Airline
Catering
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 7.12.3 Checking Procedures
1) In-flight meals
- Quality control: SM to ensure microbiological testing is carried out on a routine
basis
- -normally, taking a sample meals from each batch and testing sample in a
laboratory immediately
Module 7 : - -be acted upon finding promptly
2) Cleanliness
Airline -Food production areas of the catering unit be kept extremely clean.
-SM to regularly submit report forms outlining the level of cleaning less of staff ,
Catering areas and equipment
If any faults, quickly identified and resolved
3) Catering Equipment
- SM should check catering inventories on a monthly basis to identify any
irregularities
- ( i.e. items either under-stocked or missing)
 7.12.4 Catering Equipment
Module 7 :
Airline
Catering
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 7.13 Hygiene for Cabin Crew
1) Personal Hygiene
Module 7 :
Airline ▪ General Body Care
Catering ▪ Washing Hands
2) Food Handling Hygiene
 7.14 Special Meals
 At the time of print, IATA had coded 21 special meals, including 6 vegetarian meals.
 Whilst passengers’ special meal needs should be handled at the time of reservation,
and reflected on the Passenger Information List (PIL).
 Cabin Crew should be familiar with the characteristics of the different meal types in
Module 7 : order to be able to identify such meals and respond appropriately to passenger needs.
Airline  It is important receiving special meal requests from airlines using IATA codes,
Catering follow the guidelines as specified in IATA recommended Practice 1773
 Passengers names and seat number correspond to the information provided on the
passenger information list
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https://www.inflightfeed.com/airlines
• AVML - Asian Vegetarian Meal
• BBML - Baby Meal
• BLML - Bland Meal
• CHML - Child Meal
• DBML - Diabetic Meal
• FPML - Fruit Platter Meal
• GFML - Gluten Intolerant Meal
Module 7 : • HNML - Hindu Meal

• KSML - Kosher Meal
Airline • LCML - Low-Calorie Meal

• LSML - Low Sodium Meal
Catering • MOML - Muslim Meal

• NLML - Non-Lactose Meal
• RVML - Raw Vegetarian Meal
• LFML - Low Fat Meal
• SFML - Seafood Meal
• VGML - Vegan Meal
• VJML - Vegetarian Jain Meal
• VLML - Vegetarian Lacto-ovo Meal
• VOML - Vegetarian Oriental Meal
Module 7 :  https://www.maiair.com/plan-your-journey/onboard-
Airline experience/special-meals
Catering
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Questions ???
98

Basic Ground Operations Course Mar 2023

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Basic Ground Operations Course Mar 2023

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3/10/2023

Myanmar Airways International

Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

 Module 1. Organization Structure of an Airline(01-07)

3/10/2023 Basic Ground Operations Course

 1.1 An Airline’s function

Module 1. Objective : to make a profit through the safe transportation of

3/10/2023 Basic Ground Operations Course

 1.2 An Airline Station

3/10/2023 Basic Ground Operations Course

 1.3 A Station’s Function

Traditionally, airlines have their own manager

3/10/2023 Basic Ground Operations Course

1.4 Role and Responsibilities of Station Manager

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

2.1 Ground Handling

3/10/2023 Basic Ground Operations Course

2.1 Ground Handling Operational Scope of Services

3/10/2023 Basic Ground Operations Course

2.1.1 Passenger and Baggage Handling

Module:2 Generally spelled out in Service Level Agreements (SLA)

3/10/2023 Basic Ground Operations Course

 2.1.2 Aircraft Handling

3/10/2023 Basic Ground Operations Course

 2.1.3 Cargo Handling

3/10/2023 Basic Ground Operations Course

 2.1.4 Unit Load Devices

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

 2.1.5 Fueling Operations

3/10/2023 Basic Ground Operations Course

 2.1.6 De-icing Operations

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

 There are several formulations of de-icing fluid, falling into two

Module:2  In some cases , both type of fluid are applied.

AHM630, Article 13-De/Anti-Icing of aircraft provides guidelines

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

It’s all about time.

3/10/2023 Basic Ground Operations Course

2.1.8 Cleaning and Maintenance

Module:2 ❖Cleaning services are contracted aircraft service before boarding,

3/10/2023 Basic Ground Operations Course

2.1.9 Load Control

❖Load control procedures may vary and be assigned differently at

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course

 2.2 Managerial Aspects

SMS is responsibility of corporate management based on proposed

3/10/2023 Basic Ground Operations Course

 2.2.2 Risk Management

3/10/2023 Basic Ground Operations Course

There are many different types of risks:

3/10/2023 Basic Ground Operations Course

2.3 Occupational Health & Safety ( OH & S )

OH & S Hazards ( danger/ risk )

Overview (B)Physical hazards

3/10/2023 Basic Ground Operations Course

3/10/2023 Basic Ground Operations Course