Aircraft Ground Handling

Disclaimer

About the Author

The author, although academically marketing qualified, is also qualified in four different areas of the vast aviation industry—namely ground handling, aviation security, air cargo logistics, and flight operations. The book is a culmination of over 26 years of in-depth professional service in this industry. The author’s airport handling experiences span several airports in the UAE, UK, India, and Sri Lanka under varying capacities and special projects. He has undertaken projects within UAE and international projects related to aviation, some for which he received international recognition from governments, airlines, and other authorities. The author had volunteered his expertise for humanitarian aid flights handling for an NGO at an airport. That was a reflection of his deep sense of responsibility towards other humans in need, using the knowledge he had gained from the aviation industry he admires and is a part of. He has vast airport handling agent experience with a multinational airport ground handling company and is currently part of a team in a major airline group.

About the Cover

The book conveys in an easy-to-understand language the most complicated, critical knowledge and processes involved in aircraft ground handling. At the same time, the book gives an overview of the airport, the multitude of agencies operating or servicing the airport, basic or core aviation knowledge that is necessary for anyone interested in pursuing a career in this industry. The book also supports enthusiasts or professionals interested to gain collaborative understanding from related fields. This is due to the commonness of some processes and attitudes.

It brings about the culmination of over 26 years of experience and qualification in various fields of the civil aviation industry.

One of the most important and crucial of all airport functions is aircraft ground handling, which is performed by ground handling companies or agents (GHA). GHAs perform their functions under strict international/national regulations and requirements. The book brings out the most important sections of aircraft ground handling of the GHA, the functions and processes involved. It also entails the base knowledge and related factors required to perform the services to a customer airline.

There are critical processes, highly skilled manpower requirements and specialised equipment that are involved within ground handling at an airport to ensure a safe, punctual, most efficient and economical operation. This book entails to cover as much as possible some of those critical functions.

Dedication

I dedicate this book to my wife, who has been the greatest support and encouragement in my life, especially towards realizing my dream of conveying my knowledge through this book to the greater good of aviation and to other professionals, not only in this magnificent industry, but also from other related industries or fields of study. I also dedicate this work to all the professionals who taught me, guided me and accompanied me in my continuous quest for perfection, satisfaction and achievement of goals (academically, professionally and personally).

Copyright Information ©

Subash S Narayanan (2019)

The right of Subash S Narayanan to be identified as author of this work has been asserted by him in accordance with Federal Law No. (7) of UAE, Year 2002, Concerning Copyrights and Neighboring Rights.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the publishers.

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ISBN 978-9948-37-370-4 (E-Book)

Application Number: MC-02-01-9498469

Age Classification: E

The age group that matches the content of the books has been classified according to the age classification system issued by the National Media Council.

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Printer Address:

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First Published (2019)

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Acknowledgements

I would like to acknowledge the great contribution played by Emirates Group and Dubai International Airport in giving me the opportunity to excel in my chosen field.

Foreword

An airport can be a city within a city. There are many activities taking place both by internal and external organizations, governmental agencies, commercial, etc. at an airport. My intention here is to provide an insight into the professional knowledge, activity, and the customer service orientation required by one of the core areas of any airport ground handling operation. The main subject for study in this book relates to the most critical branch of airport ground operations services. Their activities and services to customer airlines will be examined and studied in detail. In addition there is a certain basic understanding and knowledge required for all entrants or existing airport employees that is also included.

This is not a manual, nor is there any intention to replace or correct any existing manual, processes, regulations, etc. These are purely based on knowledge and experience gained through active participation in aircraft handling activities, over the past 26 years in this highly motivating and extraordinary industry. Knowledge gained through academic pursuits, exposure to related manuals and specific programs. Hands on experience gained through both personnel endeavors and active deployment, in a variety of roles under truly professional, multi-cultural, and multi-lingual environments.

A major part of my professional amelioration was due to the ideal opportunity provided at Dubai International airport, where two major aviation industry leaders operate. One is a world pioneer in airport ground handling and another is one of the top airlines in the world. I am fortunate to work for both these exemplary and prestigious organizations. This gave me ample exposure to truly professional interactions, ability to be at the forefront of cutting-edge technological knowledge and to gain understanding of the best industrial practices. The multi-cultural society and the cosmopolitan attitude were instrumental in creating a universal outlook. I take this as an opportunity to thank the Dubai government for encouraging and supporting the advancements that has made Dubai a world pioneer in the aviation industry.

The intention has been to focus on explaining the specific and complicated area of airport handling operations in an easy to understand process. Thus, several related subjects were included and explained. So it becomes a tool for both the existing and potential aviation professionals. Over the years, I noticed a need for new aspirants and existing professionals in related aviation fields for a source point to get the most critical understanding. This book is aimed at those new aspirants and professionals. There are manuals, course materials, and trainings being conducted. They are employee specific or direct job related or pertain to a main area of study. However, here the aim is to create the awareness, at the same time explain the basics, and finally touch base with ground handling core activity.

I hope this becomes a tool to all those who are eager or are fascinated to learn about a not so known branch of a fabulous industry.

Introduction

An airport is the final point to begin a journey by air or for the culmination of it. For some it is a place to send off or receive loved ones, hold business meetings, eat lunch, do shopping, etc. The whole process of travel and commercialization has been simplified by the result of countless complex and complicated planning and actions of a multitude of qualified and experienced professionals, using equipment worth billions of dollars. Air travel has been made simple and safe by the rules and regulations formulated by the two world airline governing bodies known as International Air Travel Organization (IATA) and International Civil Aviation Organization (ICAO) and executed by the local government civil aviation authorities. The members of IATA are the airlines and the members of ICAO are the governments of the various countries and it is composed of a committee of experts. Although most airlines are members of IATA, there are non-IATA member airlines also.

A busy international airport is a city by itself, with government organizations, commercial enterprises, airport operators, handlers, the various airlines, etc.

Fig. 1.1: Airport terminal interior.

All of these have the common goal of making sure that travel is economical, safe, convenient, and enjoyable, so that a passenger arrives at an airport with a smile. All the functions in an airport of a country are the under preview or responsibility of the civil aviation authority of that country, which is a government organization. The basic aim of this body is the enforcement of regulatory matters governing the safe conduct of aviation operations. It is known with different names in different countries, e.g. in the US it is called the Federal Aviation Administration (FAA), for others as General Civil Aviation Authority (GCAA), etc.

Although the scope of this authority tends to vary all over the world, the core function remains the same, which is to regulate operations and supporting infrastructure of the air transport industry of their own country through the enforcement of standards. It makes sure that the national aviation system is consistent with international obligations as promulgated by ICAO and sets rules, which reflect national objectives and standards that are specific to the prevailing national socio-political climate. Its other duties include investigative duties. This is to investigate incidents and accidents to determine causes and contributing factors to make recommendations for and amendments to any shortcomings in the system.

Some governments may not have the economic power to develop or sustain the growth of an airport and in some cases the government may decide to make money out of the whole set-up. In these cases, it may give some or all of the operations to specialized commercial entities to develop the infrastructure, maintain, and run the operations at an airport, but retain itself as an overseer, enforcer, a rent collector, etc. The civil aviation authority of the government may decide to perform some of the airport functions/services e.g. airport terminal management, ramp and runway maintenance, aircraft stand /parking planning, flight operations, etc. In this age of increased commercialization, governments have turned over complete airports’ concepts to businesses on a build and operate basis, with itself performing services that can have a direct implication on its territorial or judicial integrity etc. Some of these services provided by a country’s government agencies at an airport are e.g.

Security

Immigration

Health (medical facility)

Fire services

Meteorology

Fig. 1.2: Government agencies operating in an airport.

It may not be possible for the civil aviation authority to provide all the services or perform all the functions at an airport due to the following:

The vastness of the airport; if it covers acres of land, many equipment, buildings, and personnel

Huge investments, maintenance, and management required for the specialized infrastructure and manpower

Local government business interests

Its own business interest for profitability

Airline requirements

These services are outsourced to non-governmental, private, and specialized organizations, within the legal (both local and international) parameters set and monitored by the country’s civil aviation authority. These organizations can be as follows:

Ground handling agents

Airline companies

Catering agents

Maintenance companies

Duty-free shopping centers, etc.

Fig. 1.3: Examples of other external service providers operating at an airport.

The latest trend is to privatize the airport to commercial entities, on a build, operate, and transfer basis. In this concept the government’s main aim is to develop infrastructure through external investments of capital and expertise, thus reaping maximum economic benefits, but at the same time have an overseer approach to its operations.

We will concentrate on the ramp activities of a ground handling agent of an airport, which can be interesting, complicated, and diverse among the activities of the various organizations at an airport.

Ground Handling Company/Agents (Ground Handler)

The ground handling company or agent can be wholly private, state-owned, or a division of an airline. It is an organization or division that provides specialized service for handling the aircraft, passengers, cargo, etc. for an airline while it is on ground at an airport. Even if the ground handling services are provided by another airline’s ground handling wing at an airport, this airline will be called as the ground handling company or agent for handling the aircrafts of an airline operating to that airport once agreed. For example, if an airline Y is planning to operate flights to a particular airport in India, and the ground handling services at that airport are provided by the ground handling division of another airline called X, established there and once agreed, that airline ground handling division will provide the services to the flights of the airline Y when it starts operating to that airport. Here that airline X will be called the ground handling agent or company of airline Y at that airport. The services may not be limited but would depend on the infrastructure or knowhow available with it or that it is able to procure for agreed services or level of agreed service required by the airline and finalized (contracted) for a fee. For example, the ground handling company may provide staff to function as an airline’s own staff, complete with uniform and limited authority, etc. When an airline decides to operate to an airport and has received the necessary approvals from the authorities, it will need fuel for its aircrafts, food for its passengers, equipment, and trained staff to handle its passengers, baggage, other loads, etc.

Agreements are made with fuel suppliers, catering companies, ground handling companies etc., who are operating at the airport to service its needs. That is if the airline finds it commercially not viable to do it by itself or if it is not authorized to do so by the authorities. If permitted to provide ground handling services or any other services at an airport, an airline will find it commercially viable only if it is providing the services to the required number of its own operations or of other airlines also. Here commercial viability is of paramount importance, due to the large amount of investment for qualified staff, with continuous training requirements and specialized equipment, with maintenance facilities and its periodic upgrading. And of course, the technical knowhow in that particular field is also a necessity. Ground handling is essential, because without it air transportation simply cannot take place. Airports can have ground handling services provided by private companies, a consortium of companies, airlines, the aviation authority, etc. This is based on the government legislation for the country. Hence, if an airline decides not to ground handle at an airport, then it will then select a ground handling company based several factors, some of which are,

Cost,

Expertise in the area of service requirement,

Approved handling practice from governing bodies,

Meeting its standards and requirements,

Infrastructure available to meet its needs,

Quality of service, etc.

The ground handling company in turn will take into account if it can provide the services required by an airline; again, this is based on several factors, similar to the above factors considered by the airline. Basically speaking, a ground handling agent at an airport is a government (aviation authority) approved and authorized company that provides the services required to handle the aircraft, passengers, baggage, cargo, etc. as per the agreement between an airline and itself. So, as specified in the ground handling agreement between the airline and itself, the ground handling agent provides the agreed services. Sometimes an airline may decide to do some of the handling by its own staff. For example, guide arriving passengers using own airport staff. This may be due to reducing the cost by not giving it to the handling agent, to maintain the airline’s profile and standards, or to meet certain airline requirements, etc. The ground handler agrees to provide those services for which it has necessary trained staff and infrastructure. Some of the services normally required by an airline at an airport are,

Passenger handling (check-in and boarding, disembarkation, and special services).

Baggage handling, build-up, etc.,

Aircraft cleaning,

Aircraft unloading and loading,

Aircraft weight and balance,

Operations Communications center,

Cargo acceptance, build-up, necessary documentation, etc.

Fig. 1.4: Examples of various components of an airport ground handling agent’s activities.

Now these services or activities are very broad or general terms that are the sum result of several activities together, requiring specially trained staff, the necessary area, sophisticated and specialized equipment, etc. For example, aircraft unloading and loading would mean the special equipment needed to unload the incoming load from an aircraft hold, the staff having knowledge and experience of different aircraft holds (layout and operation), segregation of the unloaded load as per category and its transportation to the respective dismantling areas, its handover to customers, etc. Also, there are backstage or support sections that provide crucial support to frontline sections, like IT, human resources, planning, etc. Another example is passenger handling, which would mean

Guiding passengers from an arriving aircraft,

Checking in outgoing passengers,

Tagging the bags correctly,

Segregating the bags as per priority or routing,

Transporting it to the aircraft,

Loading it correctly at a predetermined hold in the aircraft,

The personnel and specialized equipment required for these processes, etc.

Ground handling has become a major cost item in the operation of an airline, approximately 15% of the operating cost. It actually forms a tool which helps airlines to gain and keep customers. Ground handling becomes a very important part of the total airline product.

Standard Ground Handling Agreement (SGHA)

Once a ground handling company or the ground handling by another established airline has been identified by the airline planning operation to handle its aircrafts, then there should be a legally binding agreement between the operating airline and the ground handler. Now, if each airline made legal agreements with the various handling companies across its network, it would be a very lengthy process and a legal nightmare. This is because the civil aviation handling services are quite similar, interconnected, and should complement each other.

The first attempt to standardize handling contracts took place in Europe in 1958, with a proposal to IATA for worldwide implementation. Thus, the first SGHA came into being in 1964 and was used initially by a few European carriers and then was taken over by IATA for worldwide use. The airport handling agreements sub-committee (AHASC) of the airports handling committee (AHC) ensures that the SGHA keeps pace with developments in the airline industry. The AHASC is composed of representatives of IATA member airlines working in cooperation with other airlines and non-airline handling companies. Standard IATA handling procedures have helped airlines wishing to negotiate handling agreements. These procedures were designed for two reasons, such as to specify all functions of the handling services required and to standardize the format of the ground handling agreements. The standard ground handling agreement (SGHA) fulfills these two requirements. The SGHA is made up of 3 parts:

The main agreement,

Annex A and

Annex b.

The main agreement and annex A cannot be altered, but annex B can be amended and adapted to suit the needs of the parties involved. The handling agreement is of the utmost importance as it specifies, in great detail, the services which are to be provided, the legal aspects such as duration, termination of agreement, standards, and liability. The primary aim of all handling companies/ground handlers is to ensure complete customer airline satisfaction in the services provided, and the agreement acts as a guideline. The airline and handling company staff must therefore ensure to adhere to the agreement, as it would be in their best interest. Basically, the agreement contains the list of required services, handling procedures, responsibilities, etc. Annex B is used by the airline to include the specifics of the handling requirements.

Continuous training of staff and equipment upgrades are major concerns, as the aviation industry is a technology-hungry industry. The existence and profitability of any ground handling company lies in its ability to acquire and assimilate the latest technology for providing cutting-edge quality service. Today it is important to provide the best of quality service to the customer, as the customer has become more educated to quality of service, to stay above the rest. For this it is necessary to be at the forefront of technological advancements and its incorporation into the infrastructure of the ground handling services at an airport.

The ground handler’s main areas of operations are at the terminal buildings and the ramp. The ramp/apron means the area within the airport, consisting of aircraft parking stands, aircraft taxi-ways/runways, and the general service roads for airport vehicles, and this area is off limits to the general public. The taxi-ways are only for the movement of aircraft to and fro from the parking stand and the runway before departure or after arrival. Both the taxi-ways and runways are prohibited to the ground handling agent employees, unless trained, carrying the necessary equipment, and only if required by authorities. The ramp of a busy and big airport is an extremely interesting place to work, where you work alongside a lot of people and equipment and come across different scenarios and problems. Handling no two aircraft on the ramp is the same. Each will have its own challenges for you to conquer. The first challenge on the ramp is the time limit to handle an aircraft, which needs to be within the airline safety and schedule requirements, at same time maximizing the load. Also, each airline and each type of aircraft will have different requirements and procedure of handling. A very important aspect of all the work done at the airport is the staff motivation and a proactive approach to the task at hand. Unlike work at other organizations, no two days or handling an aircraft is the same. The requirements for each airline are different and the problems to solve and to take corrective steps are also different. The solutions are also different, with the major consideration given to safety, economic viability, and punctuality of airline schedule. A ground handling agent can have many departments such as IT, administration, ticketing, reservations, etc. The services provided normally by a ground handling agent at an airport can be categorized into three main departments, but not restricted to the same. They are as follows:

1. Passenger Services

Passenger check-in

Passenger special handling

Passenger guidance

Acceptance and boarding passengers into an aircraft at the boarding gate

Check-in of transfer passengers from other stations

Provide assistance to passengers in case of lost or mishandled baggage

Passenger services information and coordination section

Coaching/bus services.

Computer systems updates, monitoring, and support.

The various sections of passenger services provide different services to the airline passengers. The passenger for a flight is checked in at the specified time, at the check-in counters. The bags are tagged and send to the baggage make-up area for sorting, build-up, and subsequent dispatch to the aircraft for loading. At check-in passengers may be checked for any restricted items for carriage on board an aircraft, visa or other requirements are met etc. Physically challenged passengers/ un-accompanied minor passengers are provided with assistance, be it for departure or arrival. Passengers are guided to and from an aircraft. Passengers are accepted at the waiting lounge before boarding them onto an aircraft based on their boarding cards given at check-in counters. Transfer passengers from other flights, who are at the transfer area awaiting acceptance or check-in to their connecting flights, are also handled. Inbound passengers who have lost or received their baggage are assisted. Flights parking away from the terminal building with no aerobridges are provided with passenger coaches and boarding staff to transport passengers to and from the aircraft and the terminal building. These categories of services are the passenger’s first contact with the airport staff, and his experience forms a factor that decides if his travel was enjoyable and if that airport is customer-friendly, with quality service.

2. Technical Services

Aircraft technical services

Technical equipment maintenance section

Aircraft cleaning services

Airline interior stores.

These categories of services are based on the ramp side of the airport. They maintain all the specialized equipment used to service and unload/load an aircraft.

Common examples of technical equipment are:

The aircraft may be parked with its nose facing the terminal building, and then it needs to be pushed back onto the taxi-way for departure. This is done by a pushback tractor. The older version of these tractors cannot be connected directly to the nose wheels of the aircraft, so a tow bar is connected in between. The tow bar for different aircrafts is different. The newer versions of the pushback tractors do not need a tow bar.

An aircraft may not have its own electric power for lights or for its on board systems i.e. its auxiliary power unit (APU) (for a common man the generator) may be unserviceable. Then a ground power unit (GPU), again a generator for the common man, is provided as a supplement to the APU. Sometimes if the aircraft will be on ground for a long period of time, the APU is switched off and the GPU is connected, to reduce the wear and tear of the APU components, as the spare parts and the repair of an APU are more costly than paying for using a GPU.

The aircraft may not be able to start its engines on its own for departure, for this an air start unit (ACU) is provided.

The aircraft air conditioning may not be sufficient or functional or APU inoperative, in this case, an air conditioning unit is connected to the aircraft. An aircraft’s wheel assembly may get over-heated while landing, although it has its own cooling system (fans). In this case the hose of an ACU or sometimes, although not advisable as per aircraft engineers, the water servicing truck (normally used for replenishing the on board water tanks) are directed at the wheel assembly to cool them off. This is done only as per the instruction of the aircraft engineer/cockpit crew.

Some airlines (usually cargo) connect a tail jack unit to the tail jack mount found at near the aircraft tail, to avoid any backward tipping of the aircraft in case there is no load (weight) in the forward of the wing and heavy load in aft of the wing. This also depends on the availability of a mounting on the aircraft. The use of this unit is warranted by the load master or the safety precaution policy. Refer to figure 1.5.

Fig. 1.5: An aircraft tail jack (for preventing the tail section of the aircraft from tilting to the ground due to load imbalance

on board).

Fuel for an aircraft is brought to the aircraft by fuel tankers or is available on the parking stand from underground pipelines. Specialized pump trucks called fuel bowsers are connected to the trucks or the stand fuel hydrants and the fuel inlet found on the wings of the aircraft. These fuel bowsers have lifts on them to reach the wing heights. There are meters or gauges to show the amount of fuel pumped and the density of the fuel, both of which are required by the captain. These fuel bowsers are used to de-fuel an aircraft if the fuel pumped is more than what the aircraft can take during take-off. These equipment are provided and operated by the fueling companies operating at an airport.

These are some of the main and commonly used technical equipment on the aircraft. The use of any new equipment not specified in the handling agreement on an aircraft needs the approval of the airline concerned.

Refer to figures for some of the commonly used or noticed technical equipment on the ramp.

Fig. 1.6.a.

Fig. 1.6.b.

Fig. 1.6: An aircraft pushback tug (for pushing the aircraft onto the taxiway/runway or positioning of the aircraft at the desired position/parking on the ramp or for towing the aircraft from one point to another, without starting the aircraft engines).

Fig. 1.7.a.

Fig. 1.7.b.

Fig. 1.7: Aircraft tow bar (for connecting the pushback tractor / tug to the docking mechanism on the aircraft nose wheel). It has safety pins which shear off in case of excess load or incorrect docking, to prevent damage to the expensive aircraft nose wheel structure.

Fig. 1.8.a.

Fig. 1.8.b.

Fig. 1.8: Aircraft tow-bar-less tug (functions similar to a pushback tractor / tug, but does not require a tow bar)

.

Fig. 1.9: Aircraft Power Unit (APU), an inbuilt generator that generates electricity on board the aircraft by using the fuel for running all aircraft systems and components on board.

Fig. 1.10: Ground Power Unit (GPU), an external generator that has its own power source or fuel to generate electricity for running aircraft components when connected. Used when APU is unserviceable or not desired.

Fig. 1.11.

Fig. 1.11: Aircraft Air Start Unit (ASU), an external unit used for starting or shutting down the aircraft engines, when not possible by the inbuilt component in the aircraft.

Fig. 1.12: Aircraft Air Conditioning Unit (ACU), an external unit used for cooling aircraft interiors when its own air conditioning unit is unserviceable.

Fig. 1.13: Aircraft technical steps, used by engineers or qualified servicing staff to reach inaccessible areas on the aircraft (for maintenance purposes).

Aircraft handling equipment are as follows:

Air-Bridges – The passengers can board from the terminal into the aircraft through a bridge positioned between them. These bridges are fixed to the terminal on one side and the other side is moveable. This moveable side is positioned at the aircraft door. Although these bridges are fitted with sensors as a safety feature, extreme care is required while positioning them.

Fig. 1.14.a.

Fig. 1.14.b.

Fig. 1.14: Air-Bridge, for boarding or disembarking from an aircraft.

Passenger Step – Airports where air-bridges are not available or if the aircraft is parked at a remote parking stand away from the terminal building, a passenger step is required to disembark or board passengers, due to the height of the aircraft door from the ground.

These steps may be manually or motor driven, built with certain necessary safety features e.g. each step lighting and locking systems in case of hydraulic failures.

Fig. 1.15: Passenger step (for boarding or disembarking from an aircraft).

Refer to figures of some other additionally used aircraft handling equipment on the ramp. (Low floor passenger coach, Hi-loader, tractor, dollies, trolleys, transporter, conveyor).