IAA-GOM Issue 05 Rev 01-Apr-2018 PDF

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DMD-Commercial and Airport Services

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IAA
Iran Aseman Airlines

Ground Operations Manual
5th Issue
Revision: 01
Effective: 01 April 2018

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Ground Operations Manual
5th Issue
Revision: 01
A. Kaynezhad
N.S.Mansouri
Prepared by
M. Habibzadeh
K. Radrazm
DMD
Commercial & Airport Services
Signed by Samad Aminzadeh
Safety & Quality Assurance

Director
Reviewed by Ali Hadinezhad
rgganuMoelc touoccA
Approved by Hossein Alaie
Date: 01 April 2018

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Table of Contents
0.1 References ............................................................................................................................. 11
0.2 The Administration of Ground Operations Manual (GOM) ................................................. 12
0.3 Table of Contents .................................................................................................................. 13
0.4 List of Effective Pages .......................................................................................................... 14
0.5 GOM Record of Revisions .................................................................................................... 43
0.6 Distribution List .................................................................................................................... 44
0.7 Introduction ........................................................................................................................... 47
0.7.1 Purpose............................................................................................................................ 47
0.7.2 Scope ............................................................................................................................... 47
0.8 Abbreviations ........................................................................................................................ 48
0.9 Airport Coding / Decoding.................................................................................................... 51
0.10 Management System .......................................................................................................... 53
0.10.1 IAA Quality, Safety and Security Policy .......................................................................... 53
0.10.1.1 IAA Quality Policy .................................................................................................... 53
0.10.1.2 IAA Safety Policy ..................................................................................................... 55
0.10.1.3 IAA Security Policy .................................................................................................. 57
0.11 Organizations and Accountability ..................................................................................... 59
0.12 Authorities and Responsibilities........................................................................................ 60
0.12.1 Job Descriptions and Duties ........................................................................................... 60
0.12.1.1 DMD of Commercial and Airport Services ............................................................... 60
0.12.1.2 General Director of Airport Services ........................................................................ 62
0.12.1.3 Passenger and Baggage Handling Manager ........................................................... 63
0.12.1.4 Passenger Handling Staff ........................................................................................ 64
0.12.1.5 Baggage Handling Staff ........................................................................................... 66
0.12.1.6 Load Control Staff.................................................................................................... 66
0.12.1.7 Airside Supervisor ................................................................................................... 67
0.12.1.8 Loading Supervisor.................................................................................................. 68
0.12.1.9 Ground Support Equipment Operator ...................................................................... 68
0.12.1.10 De-/Anti-icing Agent ............................................................................................... 69
0.12.1.11 Fuelling/De-fuelling Agent ...................................................................................... 69
0.13 Work Environment .............................................................................................................. 71
0.13.1 Provision of Resources .................................................................................................. 71
0.13.2 Responsibilities of External Service Providers ................................................................ 71
0.14 IAA Commercial and Airport Services Organization Chart .............................................. 72
0.15 Qualification Matrix ............................................................................................................. 73

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0.15.1 GRH Personnel at Supervisory Level ............................................................................. 73

0.15.2 GRH Personnel .............................................................................................................. 73
0.16 Communication ................................................................................................................... 74
0.17 Document Control ............................................................................................................... 76
0.17.1 Electronic Documents and Records ............................................................................... 77
0.18 Operations Manuals ............................................................................................................ 78
0.19 Records System .................................................................................................................. 79
0.20 Agreements ......................................................................................................................... 80
0.20.1 IATA Standard Ground Handling Agreement (SGHA) Definition ..................................... 80
0.20.2 Contents of the Agreement............................................................................................. 80
0.20.2.1 Main Agreement ...................................................................................................... 80
0.20.2.1.1 Contents of Main agreement:................................................................................ 80
0.20.2.2 Annex A................................................................................................................... 80
0.20.2.3 Annex B................................................................................................................... 81
0.20.2.4 Simplified Procedure ............................................................................................... 82
0.20.3 Intentionally Open .......................................................................................................... 82
0.20.4 Service Level Agreement (SLA) ..................................................................................... 82
0.20.5 Measuring the Service Delivery Standards ..................................................................... 82
0.20.5.1 Specific Measurements ........................................................................................... 82
0.20.5.2 Carrier Feedback ..................................................................................................... 82
0.20.5.3 Random Sampling ................................................................................................... 83
0.20.6 Code- Share ................................................................................................................... 83
0.20.6.1 Definition ................................................................................................................. 83
0.20.6.2 Advantages ............................................................................................................. 83
0.20.7 Interline Agreement ........................................................................................................ 85
0.20.7.1 Definition ................................................................................................................. 85
0.20.7.2 Conditions of Contract ............................................................................................. 85
0.20.8 Special Prorate Agreement (S.P.A) ................................................................................ 85
0.20.8.1 Definition ................................................................................................................. 85

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0.1 References
 IATA Airport Handling Manual; Latest Revision
 IATA Ground Operations Manual; Latest Revision
 IATA Passenger Services Conference Resolutions Manual; Latest Revision
 IATA Dangerous Goods Regulations; Latest Revision
 IATA Live Animal Regulations; Latest Revision
 IATA Travel Information Manual (TIM); Latest Revision
 IOSA Standards Manual (ISM); Latest Revision
 Passenger Air tariff General Rules; Latest Revision
 IAA Management System Manual; Latest Revision

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0.2 The Administration of Ground Operations Manual (GOM)

IAA DMD of Commercial and Airport Services is accountable for the issuing, updating, and
the administration of GOM.
a. The List of Effective Pages (LEP) identifies the revision status of each single page.
b. Specific Copy Numbers that refer to recipient concerned are allocated to each Original
Copy of the Manual associated with the specific recipient of the Manual and the copies are
distributed according to the distribution list (part 0.6). Additionally distributed copies will not
be updated. Printouts from soft copies of the Manual reflect “Uncontrolled If Printed ”
c. Each soft copy is distributed formally, based on the distribution list (part 0.6) of this Manual,
and bears the phrase "Official Copy" on the covering page along with the allocated Copy
No.
d. A copy of PDF file of the manual is maintained in IAA E-library.
e. When revisions nearly influence 50% of the Manual or more, then the next issue will be
published & distributed, accordingly.
f. A vertical bar as a distinguishing mark in the margin, against the revised information
indicates the revised part.
g. Revisions are distributed to the recipients and every Manual holder shall replace the
revised copies with the previous parts.
h. This Manual shall be revised in case of any required updating, in order to be in compliance
with the latest improvement in the field of Commercial Aviation especially in Ground
Handling Functions.
i. Any comments for amendments or completion of the processes, procedures and standards
of this Manual are welcomed and will be paid attention to, in the following reviews and
revisions; besides any questions pertaining to information contained in this Manual shall be
addressed to DMD of Commercial and Airport Services in written.

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0.3 Table of Contents

Title
0. General
1.Passenger Handling Procedures
2. Baggage Handling Procedures
3. Cargo and Mail Handling Procedures
4. Aircraft Handling Procedures
5. Load Control
6. Airside Safety Operational Oversight
7. Training Program
8. GSE Maintenance
9. Aircraft De/Anti- Icing
10. Aircraft Familiarization
11. Passenger with Reduced Mobility
12. Seaman
13. Lost and Found
14. Boarding
15. Disembarkation
16. Re-routing
17. Handling of the Emergencies
18. Fuelling
19. Travel Facilities
20. Support Operations
21. Aircraft Cleaning
22. Appendices

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0.5 GOM Record of Revisions
Issue Revision
Issue Date Effective Date Revised by
Number Number
Commercial and
Issue No. 1 Revision No. 0 March 2002 March 2002
Airport Services
Commercial and
Issue No. 2 Revision No. 0 April 2007 April 2007 Airport Services
QA Dept.
Commercial and
Issue No. 3 Revision No. 0 January 2011 January 2011 Airport Services
QA Dept.
Commercial and
Issue No. 3 Revision No. 1 January 2013 January 2013 Airport Services
QA Dept.
DMD-Commercial
Issue No. 4 Revision No. 0 January 2015 January 2015 and Airport
Services
DMD-Commercial
Issue No. 5 Revision No. 00 01 May 2017 01 May 2017 and Airport
Services
DMD-Commercial
Issue No. 5 Revision No. 01 01 April 2018 01 April 2018 and Airport
Services

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0.6 Distribution List

Note: For Table A the manual will be distributed through IAA Elib, for tables B to D the CD will be
provided.
A: Internal Parties
Recipient Copy No.

Managing Director Elib
DMD-Commercial and Airport Services Master Copy
DMD- Operations Elib
DMD-Executive Affairs & Fleet Development Elib
DMD- Continuing Airworthiness-Part M Elib
DMD- Part 145 Organization Elib
Director of Security Elib
Director of Safety & Quality Assurance Elib
Director of Manpower Development and Training Center Elib
Director of Airport Services Elib
Director of Cargo Sales Elib
Director of Mashad Base Elib
Director of Passenger Sales Elib
Mehrabad Airport Station Manager Elib
Imam Khomeini Airport Station Manager Elib
Baggage Services Manager Elib
Flight Coordination Manager Elib
Passenger Services Manager Elib
Domestic and International Stations Affairs Manager Elib

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0.6 Distribution List (cont.)

B: Domestic Stations
Copy Copy
Recipient Recipient
No. No.
ABADAN 01 LAVAN 27
AHWAZ 02 MASHAD 28
ARAK 03 NOW SHAHR 29
ARDABIL 04 PARSABAD 30
ASALOYEH 05 RAMSAR 31
BAHREGAN 06 RASHT 32
BAM 07 SABZEVAR 33
BANDAR ABBAS 08 SAHAND 34
BANDAR LENGEH 09 SANANDAJ 35
BOJNORD 10 SARI 36
BUSHEHR 11 SHAHRE-KORD 37
CHAH-BAHAR 12 SHIRAZ 38
DEZFUL 13 TABRIZ 39
GHESHM 14 TEHRAN 40
GORGAN 15 TOHID 41
HAMADAN 16 URMIEH 42
ILAAM 17 YASUJ 43
IMAM KHOMEINI 18 YAZD 44
ISFAHAN 19 ZAHEDAN 45
KERMAN 20
KERMANSHAH 21
KHARK 22
KHOY 23
KISH 24
LAMERD 25
LAR 26

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0.6 Distribution List (cont.)

C: Overseas Stations
Copy Copy
Recipient Recipient
No. No.
BATUMI 46 MOSCOW 58
DOHA 47 MUSCAT 59
DUBAI 48 STOCKHOLM 60
DENIZLI 49 ST.PETERSBURG 61
DUSHANBE 50 SULAYMANIYAH 62
GHANDEHAR 51 YEREVAN 63
ISTANBUL 52 TBILISI 64
KABUL 53 NAJAF 65
KUALA LUMPUR 54
KUWAIT 56
MAZARSHARIF 57
D: External Parties
Recipient Copy No.

Iran Civil Aviation Organization 66
Note: Highlighted Stations are not active.

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0.7 Introduction
0.7.1 Purpose
This Ground Operations Manual has been designed and developed by DMD of Commercial and
Airport Services in accordance with IAA policies, IATA rules and regulations, standards and
recommended practices contained in IOSA standards Manual (ISM) and ICAO provisions
applicable to Ground Handling Operations (Passenger, Baggage, Cargo and Mail Handling, load
control, Aircraft Handling and loading Functions) Scope.
It provides IAA and Handling Company (ies) personnel with the necessary information, guidelines,
processes and procedures to perform the functions and operational duties in a safe, secure and
smooth manner, and to produce desired quality results.
This Manual has been signed by DMD of Commercial and Airport Services; Reviewed by Safety
and Quality Assurance Director and Approved by Accountable Manager.
0.7.2 Scope
The areas where Ground Handling Operations (Passenger, Baggage, Cargo and Mail Handling,
Load Control and Aircraft Handling and Loading) are conducted by IAA or Handling Agents and the
personnel who perform these functions at all IAA stations in Iran or other countries.

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0.8 Abbreviations
AFRS Approved For Return to Service
ATB Automated Ticket/Boarding Pass
AHL Advice if Holding
ATC Air Traffic Control
BA Bachelor of Arts
BLND Blind Passengers
BLND-DEAF Passengers Who Are Blind and Deaf
BULK Bulky Baggage
CGO Cargo Operations
CK Baggage Checked Baggage
CMG Must Go Flight Crew
CPM Container/Pallet Distribution Message
D.B.C Denied Boarding Compensation
DCS Departure Control System
DEPO Deportee Passengers
DEPA Accompanied Deportee
DEPU Unaccompanied Deportee
DG Government Discount, Director General
DIBP Diplomatic Baggage
D.M.D Deputy Managing Director
DOW Dry Operating Weight
DOI Dry Operating Index
EDT Estimate Time of Departure
EDP Electronic Data Process
EMG Engineering Must Go
FIM Flight interruption Manifest
FREMCE CARD Frequent Traveler Medical Card
FOD Foreign Object Damage
GOM Ground Operation Manual
GOQM Ground Operations Quality Manual

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0.8 Abbreviations (cont.)

GRH Ground Handling Operations
GSE Ground Support Equipment
IAA Iran Aseman Airlines
IATA International Air Transport Association
ICAO International Civil Aviation Organization
IFQP IATA Fuel Quality Pool
INAD Inadmissible Passengers
INF Infant
INFAVIH Information AVI Hold
INFOPETC Information PET Cabin
IOSA IATA Operational Safety Audit
ISM IOSA Standards Manual
LDM Load Message
LIR Loading Instruction Report
LMC Last Minute Changes
MA Master of Arts
MCO Miscellaneous Charges Order
MEDA Medical Case/Situation
MEDIF Medical Information Form
ML LIST Multi Selection List
NOTOC Notification to Captain
OAG Official Airline Guides
OHD on Hand Baggage
OSI Other Services Information
OXYG Oxygen
PAD Passenger Available for Disembarkation
PAT Passenger Air Tariff
PIR Property Irregularity Report
PL Pool
PNR Passenger Name Record

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0.8 Abbreviations (cont.)

PREG Pregnant MEDA Passengers
PRM Passenger with Reduced Mobility
PSM Passenger Services Message
PTM Passenger Transfer Massage
QA Quality Assurance
REG BAGGAGE Registered Baggage
RQ Request
SC Ships Crew
SDR Special Drawing Rights
SEMN Seamen
SGHA Standard Ground Handling Agreement
SLA Service Level Agreement
SOP Standard Operating Procedure
SPML Special Meal
SP Special Passenger
S.P.A Special Prorate Agreement
STCR Stretcher MEDA Passengers
TIM Travel Information Manual
TNT Tag Number Trace
TOW Take-off Weight
UCK Unchecked Baggage
ULD Unit Load Device
UWS ULD/Bulk load Weight Signal
UMNR Unaccompanied Minors
VIP Very Important Passenger
WCBD Dry Cell Battery powered Wheelchairs
WCBE Wet Cell Battery Wheelchair
WCHC Wheelchair –Cabin Passengers
WCHR Wheelchair-Ramp Passengers
WCHS Wheelchair –Steps Passengers
WCMP Manual Power folding Wheelchairs
ZFW Zero Fuel Weight

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0.9 Airport Coding / Decoding
Airport Codes Airport Names Airport Codes Airport Names

ABD ABADAN LCA LARNACA
ACP SAHAND LFM LAMERD
ACZ ZABOL LRR LAR
ADU ARDABIL LVP LAVAN
AFZ SABZEVAR MHD MASHAD
AWZ AHWAZ NJF NAJAF
AZD YAZD NSH NOWSHAHR
BDH BANDAR LENGEH OMH URMIEH
BJB BOJNORD PFQ PARS ABAD
BND BANDAR ABBAS RAS RASHT
BUZ BUSHEHR RJN RAFSANJAN
BXR BAM RUD SHAHROOD
DAM DAMASCUS RZR RAMSAR
DEF DEZFUL SDG SANANDAJ
DXB DUBAI SRY SARI
DYU DUSHANBE SYZ SHIRAZ
GBT GORGAN TBZ TABRIZ
GSM GHESHM TEW TOHID
IAQ BAHREGAN THR TEHRAN
IFN ISFAHAN XBJ BIRJAND
IMAM KHOMEINI INT'L YEH ASALOYEH
IKA
AIRPORT YES YASUJ
ILL ILAAM ZAH ZAHEDAN
JAR JAHROM ZBR CHAH-BAHAR
JYR JIROFT
KBL KABUL
KER KERMAN
KHK KHARK
KHS KHASAB
KHY KHOY
KIH KISH
KSH KERMANSHAH
KWI KUWAIT

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0.9 Airport Coding / Decoding (cont.)
Airport Names Airport Codes Airport Names Airport Codes

ABADAN ABD LAR LRR
AHWAZ AWZ LARNACA LCA
ARDABIL ADU LAVAN LVP
ASALOYEH YEH MASHAD MHD
BAHREGAN IAQ NAJAF NJF
BAM BXR NOWSHAHR NSH
BANDAR ABBAS BND PARSABAD PFQ
BANDAR LENGEH BDH RAFSANJAN RJN
BIRJAND XBJ RAMSAR RZR
BOJNORD BJB RASHT RAS
BUSHEHR BUZ SABZEVAR AFZ
CHAH-BAHAR ZBR SAHAND ACP
DAMASCUS DAM SANANDAJ SDG
DEZFUL DEF SARI SRY
DUBAI DXB SHAHROOD RUD
DUSHANBE DYU SHIRAZ SYZ
GHESHM GSM TABRIZ TBZ
GORGAN GBT TEHRAN THR
ILAAM IIL TOHID TEW
IMAM KHOMEINI INT'L URMIEH OMH
IKA
AIRPORT
YASUJ YES
ISFAHAN IFN
YAZD AZD
JAHROM JAR
ZABOL ACZ
JIROFT JYR
ZAHEDAN ZAH
KABUL KBL
KERMAN KER
KERMANSHAH KSH
KHARK KHK
KHASAB KHS
KHOY KHY
KISH KIH
KUWAIT KWI
LAMERD LFM

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0.10 Management System

0.10.1 IAA Quality, Safety and Security Policy
0.10.1.1 IAA Quality Policy
 Iran Aseman Airlines is totally committed to the operations of aircraft to the highest
standards, airworthiness in continual compliance with the CAO.IRI statutory requirements,
and international regulations and standards.
 The quality and reliability of services are of first importance.
 IAA is committed to implementing, maintaining and constantly improving quality policy for
ensuring to meet national and international relevant standards, while delivering services.
 Analyze quality related malfunctions and their subsequences by means of specific expertise
committees, that are responsible to plan and advice corrective actions for implementation.
 IAA is committed to plan, support, and promote implementation of corrective actions for
improving operational performance.
 Enhance the competence of personnel by satisfying their training requirements and
reinforcing their qualifications, as such IAA would ensure they are physically and medically
fit for duty,
 Define, clear processes and instructions in compliance with applicable standards,
 Use and maintain suitable equipment and tools,
 Establish quality system through the organization,
 Determine the effectiveness of quality system by conducting Internal and External Audits,
 IAA endeavors to provide a safe, secure and a healthy environment for passengers,
customers and employees.
 The employees are encouraged to report any safety, quality or security related incidents or
issues arising during flight, maintenance, ground handling, cargo operations and other
operational functions.
 All employees shall comply with the management system processes, quality standards and
CAO.IRI standards and regulations based on which the operations are conducted and
assist regulatory auditors in an open manner.
 All operational personnel are required to comply with the applicable laws, regulations and
procedures in all locations where operations are conducted.
In order to implement the above commitment, IAA’s policy consists of:

 A systematic approach to compliance management which is developed to ensure
compliance with the law and to achieve continues performance improvements;

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 Supporting any staff (Company or Contractor) who request that work on any location should
stop if in that person’s considered professional opinion the work is unsafe or may cause
environmental damage;
 Setting targets for improvement and measure, appraise and report performance;
 Requiring contractors to manage their compliance system in line with this policy;
 Optimization of energy and material
 Flight Safety and security are the primary area where safe systems of working are
conducted to enable the maintainers to provide full airworthy aircraft, which are then safely
operated by trained and experienced pilots.
 Compliance Monitoring and Management objectives are therefore given equal status with
those for other areas of the business, and all personnel are expected to strive continuously
to improve the performance in these areas by working towards the targets mentioned in this
manual. The function of individuals concerning to these targets shall be under consideration
and assessment. IAA management and staffs are accountable for the management of risks
inherent in all activities in regards for safety and security.
 Accountability for the provision of a compliance monitoring working environment through
active leadership, sound procedures and guidelines, effective training program and good
communication will be cascaded through all level of management and staff.
All employees must accept their responsibility to comply with compliance monitoring legislation,
regulations, IAA rules and procedures. To this end, employees and contractors are expected to
work in a manner which safeguards themselves, co-workers, passengers and all those connected
with our business, and to bring to management’s attention any process or activity which they
consider is not in line with this policy.
This policy is reviewed for possible update a minimum of two years, to ensure continuing
relevance.
Hossein Alaei
Managing Director

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0.10.1.2 IAA Safety Policy

Safety is one of our core business functions. We are committed to developing,
implementing, maintaining and constantly improving strategies and processes to ensure
that all our aviation activities take place under an appropriate allocation of organizational
resources, aimed at achieving the highest level of safety performance and meeting
regulatory requirements, while delivering our services.
All levels of IAA management and all employees are accountable for the delivery of this
highest level of safety performance.
We are committed to:
 Support the management of safety through the provision of all appropriate
resources, that will result in an organizational culture that fosters safe practices,
encourages effective safety reporting and communication, and actively manages
safety with the same attention to results as the attention to the results of the other
management systems of the organization;
 Ensure the management of safety is a primary responsibility of all managers and
employees;
 Establish and operate hazard identification and risk management processes,
including a hazard reporting system, in order to eliminate or mitigate the safety risks
of the consequences of hazards resulting from our operations or activities to
achieve continuous improvement in our safety performance;
 Ensure that no action will be taken against any employee who discloses a safety
concern through the hazard reporting system, unless such disclosure indicates,
beyond any reasonable doubt, gross negligence or a deliberate or willful disregard
of regulations or procedures; We will foster a culture of open reporting of all safety
hazards;
 Comply with and, wherever possible, exceed, legislative and regulatory
requirements and standards;
 Ensure that sufficient skilled and trained human resources are available to
implement safety strategies and processes;
 Ensure that all staff are provided with adequate and appropriate aviation safety
information and training, are competent in safety matters, and are allocated only
tasks commensurate with their skills;

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 Establish and measure our safety performance against realistic safety key
performance indicators and safety performance targets;
 Continually improve our safety performance through continuous monitoring and
measurement, and regular review and adjustment of safety objectives and targets,
and diligent achievement of these; and
 Ensure externally supplied systems and services to support our operations are
delivered meeting our safety performance standards.
 Ensure promotion of a positive safety culture and safety awareness.
 Ensure provision of safety training to all personnel appropriate to their job function.
 All employees are responsible for reporting of safety & security related occurrences,
hazards, unsafe acts/conditions, latent factors and inadvertent mistakes. Reporting
unpremeditated or inadvertent errors will not result in any disciplinary or punitive
action against the reporter or other individuals involved unless, of course, such
errors results from illegal activity, violation, willful misconduct or other egregious
actions.
IAA embraces the following safety principles:

 We will never take unnecessary risks.
 We understand that safe does not mean risk free.
 Everyone is responsible for the identification and management of risk.
This safety policy is reviewed annually for necessary updates.
Hossein Alaei
Managing Director
01 April 2018

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0.10.1.3 IAA Security Policy

In the framework of laws and regulations (Internal and International) and with great
attention to religious law and Islamic ethics, IAA security department has employed all its
ability to fulfill the following purposes:
 Implementation of Security Management System as a major responsibility by
referring to rules and regulations documented according to religious law & Islamic
thought in sync with international rules and provision of required resources for the
successful implementation of it.
 Coordination and being in step with IAA’s Accountable Manager to ensure
lawfulness, no lawlessness and to promote sense of responsibility and to be in
compliance with regulations and standards of IAA.
 Coordination and collaboration with IAA’s senior managers in means of benefit
increasing with focus on the principle of right man on the right job and employing
committed experts along with verifying personnel’s, applicants and third parties’
security background.
 Compilation and updating the security program according to national rules (General
laws of Islamic Republic of Iran, Approvals of Supreme National Security Council
and Expediency Council) and international requirements and regulations of Aviation
Industry (ICAO Annex 17, ICAO DOC 8973, IATA Security Manual and IOSA)
 Compilation of Security Training Program according to National and International
requirements and to ensure IAA personnel and third parties receive initial and
recurrent training.
 Regular assessment to ensure effectiveness of security activities in all managers’
and security personnel’s efficiency.
 Identifying challenges and prevention of their occurrence in the scope of general
and specific activities of IAA by taking necessary actions in the path of protecting
IAA and all employees and preventing breach of security by destructive and
undesirable elements in the organizational structure.
 Emphasizing the observance of employee’s privacy, not divulging personnel
secrets, protecting their information and providing job security.
 Establishment and promotion of security awareness and security culture.
 Establishment of security objectives and security performance standards.

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 Taking necessary actions to provide required and complete security to fleet in order
to prevent unauthorized access to security sensitive airport areas and IAA’s areas
(landside and airside), IAA’s passengers, passengers’ baggage, cargo shipments,
equipment and facilities.
 Regular audit and inspection of security requirements which have been done in
domestic and overseas to increase security intensity of IAA flights for continual
improvement of security management system.
This policy is reviewed annually, for possible updates and to ensure continuing relevance.
Hossein Alaei
Managing Director
01 April 2018

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0.11Organizations and Accountability

The Ground Handling Operations in Iran Aseman Airlines (IAA) are conducted under the
supervision and control of Deputy to IAA Managing Director (DMD) for Commercial and Airport
Services Department the highest level of management in the department who has the authority for
setting policy, demonstrating commitment, meeting requirements, approving resources, setting
objectives, implementing processes, achieving desired operational results, and also controlling of
functions that affect operational safety and security that are outsourced to external service
providers, in accordance with standards of IAA, requirements of the State of IAA and other
applicable authorities. He ensures the management of safety and security outcomes.
The organization chart (0.14) depicts the management system in Commercial and Airport
Services.

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0.12 Authorities and Responsibilities

 The post holders depicted in the chart shall meet appropriate qualifications and are
responsible for the Management and Supervision of functions and activities within the
Ground Handling Operations scope. They are accountable to DMD of Commercial and
Airport Services for ensuring the safety and security of Ground Handling Operations.
 In case, the managers, depicted in the chart, are absent from the workplace, the
responsibilities and duties within the management system for Ground Handling Operations
are being delegated to ensure managerial continuity (Part22.2 Delegation of
Responsibilities).The managers shall use one of the communication means mentioned in
Part 0.16 to inform the substitute person in the shortest time.
 The authorities and responsibilities within the management system for Ground Handling
Operations are being defined and communicated (according to the communication system
defined in part 0.16) for management and non-management personnel, through all areas
where these operations are conducted. The management levels are specified with the
authority to make decisions that affect the safety and/or security of Ground Handling
Operations. The responsibilities defined for each management and non-management
personnel ensure Ground Handling Operations are conducted in accordance with
regulations and standards of IAA.
 The prerequisite criteria provided for each position against which management and non-
management personnel are evaluated and selected ensure personnel are appropriately
qualified for management system positions and have appropriate knowledge, skills, training
and experience related to the safety and security of operations.
0.12.1 Job Descriptions and Duties

0.12.1.1 DMD of Commercial and Airport Services
He is responsible for:
 To prepare and adjust the commercial policy regarding current activities and
presentation to Managing Director or other authorities for final decision
 To supervise all activities including passenger and cargo sales, marketing affair
concerning domestic and international tariffs of IATA and other rules and regulations in
order to ensure the effective and coordinated performance of such activities with desired
and expected effectiveness which observes objectives and policies of IAA
 To conduct and monitor all IAA's activities inside the country and outside the country in
order to ensure the right application of policies and procedures and in coordination with
domestic rules as well as successful performance of scheduled plans in order to sales

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and marketing with observing respective standards and proper services to passengers
and customers
 To coordinate with Operation and Technical deputies in order to get information about
technical and operational facilities and coordination in providing different flight schedules
and unscheduled flights as well as making changes in flight schedules when required
 To coordinate with public relations in relation with affairs relevant to publication and
information of flight schedules as well as coordination of IAA's commercial
advertisement with policies of the Ministry of Islamic culture and guidance
 To coordinate with legal office in order to contract commercial agreements and
considering claims of customers
 To take necessary action about scheduled and unscheduled flights and to monitor them;
 To acquire the information and continuous reports via technical and operations
departments regarding the number of serviceable aircraft, their type and limitations,
operations facilities and flight crew in order to set up flights in new routes and extra
flights
 To take necessary action for collecting and analyzing necessary routes and passenger
demands in different routes
 To supervise preparation and adjustment of final schedule flight
 To take necessary action in order to coordinate the charter, daily and extra flights and
supervise them
 To supervise preparation and reproduction of flight schedule information to be delivered
to different departments of IAA, representatives, branches and stations
 To supervise preparation and reproduction of flight schedule information in order to be
delivered to relevant departments and customers based on charter contracts
 He has the authority to make decisions regarding risk tolerability with respect to the
safety and security of ground handling operations.
 To be in compliance with AOC requirements.
 To report the conduct of operations to Managing Director
DMD of Commercial and Airport service is responsible for the following safety accountabilities:
 To ensure implementation of the SMS components in related departments.
 To ensure all Commercial, Ground Handling and Cargo personnel understand
applicable regulatory requirements, standards, and IAA safety policies and
procedures,
 To Identify and develop resources to achieve safe operations,

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 To observe and control safety systems by monitoring and supervising

Commercial, Ground Handling and Cargo Operations ,
 To measure Commercial, Ground Handling and Cargo personnel performance
compliance with IAA goals, objectives, and regulatory requirements,
 To review functions and the practices of Commercial, Ground Handling and Cargo
personnel as they affect flight safety,
 To ensure the performance of Hazard identification and risk management in
relevant departments,
 To ensure implementation of reporting system and all safety information is
reported to safety & Quality Assurance Department,
 To establish effective safety communication,
 To Provide Safety performance information,
 To Ensure perform of internal incident investigation in relevant department;
The Post Holder Must:

⁻ Hold MA or BA in Economics, Commercial Management, Economic Management, or other
appropriate qualification
⁻ Be fluent in English and have computer skills
⁻ Take courses in sales and Airport Services
⁻ Have 10 years useful and relevant experience 4 years of which shall be in commercial
aviation and Airport Service.
0.12.1.2 General Director of Airport Services

 To direct and supervise all programs and functions related to performance of Passenger and
Baggage Handling, Load Control, Aircraft Handling and Loading, Aircraft fuelling and de-/anti-
icing at domestic and international airports , to ensure the correct and complete fulfillment of
these services throughout IAA
 To direct and supervise all functions related to planning the required physical infrastructure
(buildings, workspaces ) and protective equipment for Airport Services as well as supporting
the facilities of mentioned department and ensure provision of the equipment correctly and in
time also fulfillment of tasks as well as possible
 To direct and supervise all functions related to the contract of operational agreements in order
to provide or receive services with or from other Airlines or companies

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 To supervise the performance of the appointed rules and regulations in Airport services and
supervise the performance of functions at the stations and bases in different period of time
 To supervise the Airport Services in Tehran including Iran Aseman Airlines flights and other
Airlines having contract with them
 To decide and solve the current problems
 To coordinate with the other relevant departments in order to have safe and secure flights as
well as possible
 To supervise all Airport services at Iran Aseman Airlines stations and bases including
Domestic and International , through the supervisors of each station and base
 To monitor the outsourced functions to other companies or handling agents, to ensure
fulfillment of requirements that affect the safety and security and quality of the operations
 To manage reception of required initial and recurrent training by personnel in Ground Handling
scope
 To report the conduct of operations to D.M.D of commercial and airport services
The Post Holder Must:

⁻ Hold MA or BA in Commercial, Commercial Management, Governmental Management,
Transportation, Industrial Engineering, Industrial Management, or other appropriate field
⁻ Be fluent in English and computer
⁻ Take courses in sales and Airport Services
⁻ Have 10 years useful and relevant experience, 4 years of which, shall be in Air
Transportation and Airport Services
0.12.1.3 Passenger and Baggage Handling Manager

 To direct and supervise all programs and functions related to passenger , baggage and
cargo handling operations
 To plan for performing the declared programs
 To cooperate in establishing the suitable procedures to improve the performance of the
personnel
 To discover the problems and notice them to relevant authorities in order to prevent their
negative results in functions
 To investigate and study the regulations and procedures of the company and Civil Aviation
Organization and brief them to the persons who perform these rules

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 To monitor performance of regulated plans or possible changes in the schedules and flight
permission
 To coordinate with the settled organizations at the airports
 To investigate and study the received reports which are sent by the bases of the company
and investigate the problems and possible deviations from standards and preparing the
report of the results to the relevant authority
 To investigate and monitor the number of flights, delays and cancellation and preparing the
required reports and present suggestion for improving the operation
 To coordinate with Civil Aviation Organization and flight standard and other related
organization with the duties and responsibilities for obtaining the required permission and
getting the required facilities
 To develop the required procedures and providing the necessary justifying reports in order
to obtain needful approvals
 To provide and maintain technical archive and data bank and keeping the records and
documentations
 To communicate with training centers in order to coordination in obtaining information,
books and required training reports
 To transfer experience and knowledge to other colleagues in training courses;
 To observe the safety and security regulations throughout all delegated responsibilities and
tasks
 To document the operations and functions and providing appropriate reports for the
authority
 To report the conduct of operations to General Director of airport services
0.12.1.4 Passenger Handling Staff

He/she must:
 Provide clear, concise and courteous information for the traveling public
 Carry and operate a radio/pager as required
 Maintain a pleasant and professional demeanor at all times
 Check-in passengers for domestic and international flights
 Allocate seats to the passengers
 Perform personal identification checks
 Check travel documents for the flight(s) concerned
 Weigh and/or measure checked and/or cabin baggage

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 Tag checked and/or cabin baggage (by using appropriate tags such as name tag, this way
up and etc)
 Detach old tags from baggage
 Check general condition of the baggage (no damage or spillage)
 Record baggage figures
 Calculate excess baggage charges
 Issue boarding pass(es)
 Detach applicable flight coupons
 Handle Denied Boarding process and Denied Boarding Compensation
 Direct passengers through controls to departure gate
 Handle stand-by list
 Report gate delivery items to the load control unit
 Inform passengers of dangerous goods and prohibited items in baggage
 Detect dangerous goods in passenger baggage
 Report detected dangerous goods to the supervisor
 Assist passengers in all processes regarding the boarding of the airplane, as well as in
complying with immigration and customs formalities
 Verify the passenger list to see whether all passengers have gone through the boarding
gates
 Assist special passengers
⁻ Unaccompanied minors
⁻ Persons with reduced mobility (PRMs)
⁻ VIPs
⁻ Transit without visa passengers (TWOVs)
⁻ Deportees
⁻ Special medical transport
 Assist passengers when flights are interrupted, delayed or cancelled
 Report to the supervisor any irregularities discovered in passenger and baggage handling
 Complete the load summary
 Provide the load control unit with the check-in information
 Wear protective equipment such as hi-visibility vest when entering into airside
 Be accountable to the Passenger and Baggage Handling Manager for the safe
performance of passenger handling functions

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0.12.1.5 Baggage Handling Staff

He must:
 Prepare baggage for delivery onto flights
 Sorting baggage by flight number and destination
 Establish the number and/or weight of baggage
 Prioritize baggage delivery to claim area
 Maintain safety and security of baggage sorting area at all times
 Comply with all safety procedures and station policies
 Responsible for courteous, prompt, accurate and careful handling of customer baggage
 Assist in ramp set-up and storage of equipment and baggage
 Handle baggage in the baggage sorting area.
 Handle Special Baggage (Bulk Baggage, Diplomatic, Pets, Sport Equipment)
 Wear personal protective equipment such as hi-visibility vest, gloves and protective shoes
 Report not suitable packing and spillage to the Supervisor
 Report suspected pilfered baggage
 Report dangerous goods accidents and/or incidents
 Offload baggage
 Miscellaneous duties as assigned by Supervisor and Manager
 Be accountable to the Passenger and Baggage Handling Manager for the safe
performance of baggage handling functions
0.12.1.6 Load Control Staff

He must:
 Assemble all data relating to load (originating and en route stations).
 Plan uplift/discharge load for ready accessibility
 Plan special loads according to restrictions, maximum quantities, separation and
segregation requirements
 Consider center of gravity parameters affecting fuel consumption
 Plan load for total flight ensuring that hold maxima are not exceeded
 Make a pre-calculation of aircraft weight and balance. This is mandatory for flights for which
a manual loadsheet is issued
 Make pre-calculation for flights for which a Departure Control System (DCS) is used,
whenever aircraft weight and/ or balance condition are expected to be close to the
operational limits

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 Off-load and load standard information/instructions

 Follow special instructions, e.g. spreading, lashing, overhangs, special loads, etc.
 Obtain LIR
 Ensure lashing/load spreading is correct
 Ensure that special loads stowed correctly
 Sign the worksheet to confirm:
⁻ Correct dry operating weight and index used according to aircraft type, version, number
of crew and pantry
⁻ Correct take-off and trip fuel figures used corresponding with those on fueling order or
equivalent
⁻ Correct entry of transit load data from incoming load-message/ loadsheet
⁻ Cross checking of the final loadsheet against passenger close out data and Loading
Instruction/Report
⁻ Actual loading positions of dangerous goods and other special load entered on the
NOTOC
⁻ Total traffic load not exceeding allowed traffic load
⁻ Balance calculation performed correctly and conditions of loaded aircraft, including
LMCs, are within prescribed limits
 Report any irregularity to the supervisor and the duty manager
 Be accountable to the Manager for the safe performance of load control functions
0.12.1.7 Airside Supervisor

He must:
 Make sure that the ramp on which the passengers travel is safe at all times
 Ensure that the ramp agents follow all safety standards and procedures
 Be responsible for training and evaluating ramp agents in order to ensure that they carry
out their jobs properly
 Make sure that the equipment is repaired whenever equipment is damaged
 Responsible for maintaining safety and security on the ramp
 Communicate efficiently with ground personnel and flight crews
 Oversee ramp agents
 Make sure that all staff are aware of appropriate regulations, procedures and IAA policies
 Prepare staffing schedule to ensure agents are strategically utilized
 Coordinate with other airport teams to maintain the Stations on-time performance
 Ensure that all ramp vehicles and equipment are properly maintained

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 Coordinate aircraft handling functions

 Follow safe working practices
 Be accountable to the Manager for the safe performance of Airside functions
0.12.1.8 Loading Supervisor

He must:
 Review aircraft weight and balance records and cargo manifest
 Determine quantity of cargo, baggage and passengers to be loaded and proper placement
in aircraft
 Ensure the aircraft is loaded in accordance with written loading instructions and in a
manner that satisfies weight and balance requirements
 Compute load and cargo distribution
 Compute weight and balance, and determines the amount of weight to be placed in each
compartment or at each station
 Consider factors such as fuel load, aircraft structural limits, and emergency equipment
required
 Accomplishes initial pre-flight of aircraft according to flight manuals
 Performs in-flight and special mission specific duties as required
 Supervises aircraft loading and off loading
 Ensures cargo and baggage are loaded according to loading Instruction Report
 Directs application of restraint devices such as restraint rails, straps, chains, and nets to
prevent shifting during flight
 Checks cargo against manifests
 Be accountable to the Manager for the safe performance of aircraft loading functions
0.12.1.9 Ground Support Equipment Operator

He must:
 Operate different types of Ground Support Equipment as per request
 Check all assigned Ground Support Equipment in each shift to ensure cleanliness and
serviceability
 Inform the supervisor of any discrepancies or serviceability issues to avoid disruption or
delay in provision of service

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 Hold identity document valid for use

 Hold valid airside driving permit issued by IAA Airside Safety Department or IAA Training
Center
 Be Familiar with requirements and instructions and notices related to airside safety
 Check vehicles/equipment
 Follow standard operating procedures
 Perform daily inspection of GSEs such as oil, lights, brakes before and after use
 Complete the checklist following each daily inspection
 Be accountable to the Airside supervisor for the safe performance of functions
0.12.1.10 De-/Anti-icing Agent

He/she must:
 Accomplish de-/anti-icing procedure and verifying the results
 Remove ice from aircraft
 Remove the ice to clear takeoff
 Remove ice from planes once they have landed
 Inspect the aircraft for ice and for remaining frozen contamination after the deicing has
been performed
 Spray the airplane down with the deicing fluid
 Operate the deicing equipment in order to effectively remove ice from the plane
 Drive the truck and operate the lift bucket to raise into the correct position for deicing
 Be able to communicate the iced conditions of the aircraft to his supervisor
 Communicate the amount of deicing fluid used and how long the job took
0.12.1.11 Fuelling/De-fuelling Agent

He/she must:
 Perform the fuelling operations
 Contact flight crews to obtain fuel loads and other aircraft service needs, as required
 Wing walk and chock the aircraft
 Inspect , fuels, and performs minor preventative maintenance and repair of vehicles

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 Reports known mechanical, operational safety problems on vehicles

 Services oxygen, nitrogen and oil carts
 Processes the appropriate company fuel sheets and customer credit cards
 Documents work accomplished through required records, electronic and manual
 Utilizes safety practices and procedures following established IAA safety rules and IATA
and ICAO regulations
 Ensure the ramp areas are clean and clear of obstructions.
 Perform all other assigned duties customarily performed within the fueller duties

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0.13 Work Environment

0.13.1 Provision of Resources
DMD of Commercial and Airport Services is responsible to identify, provide and maintain the
infrastructure necessary to produce safe and secure operations to include services and equipment
appropriate for Ground Handling operations area such as:
 Buildings, workspaces and associated utilities
 Facilities for the people in the Ground Handling operations area
 Support equipment including tools, hardware and software
 Support services including transportation and communication
 Protective equipment for personnel;
- Safety shoes or boots should be worn to prevent foot injuries
- Gloves as appropriate to job function
- Protective goggles as appropriate to the type of work being performed;
- Kneepads
- Headset
- Ear plug should be worn when working in noise-intensity areas i.e. on the apron, etc.
- Clothing appropriate to the weather conditions
- Outer garment that contain reflective material and are of high visibility colors for person
whose duties require airside access
- Face protection where there is the possibility of fluid splash back in the job function
Note: The above mentioned protective equipment is being used by GRH personnel as applicable
to their job function.
0.13.2 Responsibilities of External Service Providers

 External service providers who perform Ground Handling Functions for IAA shall cover all
the above mentioned points when entering into any Ground Handling contracts with IAA
and IAA Safety and Quality Assurance Dept. monitors them through random and annual
quality audits.
 Necessary facilities, workspace, equipment, documentation and supporting services of
external Ground Service Providers shall be evaluated before entering into any contracts
through “Ground Handling Service Provider evaluation checklist” attachment 22.18 to
ensure all safety requirements are met.

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0.14 IAA Commercial and Airport Services Organization Chart

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0.15 Qualification Matrix

0.15.1 GRH Personnel at Supervisory Level
Minimum Experience
Language
Position Kind of Training Completed Level of In GRH
Ability
Education Scope
Passenger Handling, Baggage
Passenger High English
Handling, Dangerous Goods At least 5
Handling School (speaking
Cat.15, Load Control , Airside years
Supervisor Diploma & writing)
Safety, Airside Driver
Baggage Baggage Handling, Dangerous High English
At least 5
Handling Goods Cat.14, Airside Safety, School (speaking
years
Supervisor Airside Driver, ULD Operations Diploma & writing)
Load Control, Dangerous Goods High English
Load Control At least 5
Cat.16,Airside Safety, Airside School (speaking
Supervisor years
Driver Diploma & writing)
Load Control, Aircraft Handling
High English
Loading and Loading, Dangerous Goods At least 5
School (speaking
Supervisor Cat.16, Airside Safety, Airside years
Diploma & writing)
Driver, ULD Operations
Airside Safety, Aircraft Handling
High English
and Loading, Dangerous Goods At least 5
Ramp Supervisor School (speaking
Cat.14, Airside Operations, Airside years
Diploma & writing)
Driver
0.15.2 GRH Personnel
Minimum
Language
Position Kind of Training Completed Level of
Ability
Education
Passenger Passenger Handling, Baggage Handling, High English
Handling Dangerous Goods Cat.15, Load Control, School (speaking
Agent Airside Safety, Airside Driver Diploma & writing)
Baggage High English
Baggage Handling, Dangerous Goods Cat.14,
Handling School (speaking
Airside Safety, Airside Driver, ULD Operations
Agent Diploma & writing)
High English
Load Control Load Control, Dangerous Goods Cat.16,
School (speaking
Agent Airside Safety, Airside Driver
Diploma & writing)
Airside Safety, Dangerous Goods Cat.14, High English
Ramp Agent Airside Operations, Aircraft Handling and School (speaking
Loading, Airside Driver Diploma & writing)
Note: Personnel of external service providers shall meet the above mentioned qualifications as
well.

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0.16 Communication
The communication system in IAA Airport Services General Directorate is in accordance with IAA
MSM Part 4 and Director of Airport Services ensures an effective exchange of operationally
relevant information throughout the Ground Handling Operations Management System and front
line personnel for conducting Ground Handling functions.
This communication system includes:
 Email, Internet
 Communiqués (letters, memos, bulletins)
 Publications (Operations Manuals issued in English language, Magazines issued in English
or Persian Language)
 IAA Intranet (Office Automation)
 Instructions in Persian language when required
 Safety or Operational Reporting System (refer to IAA MSM Part 5 for further information)
 Periodic meetings, according to the below table:
Type of
Period Held Attendees Purpose
Meeting
To review significant
Top issues arising from
Management DMD and QA Chief of Cargo and conduct of operations
As deemed
Information Ground Handling, Director of GRH and to discuss
appropriate
Exchange scope possibilities of
Meeting enhanced cooperation
and collaboration
To exchange
operationally relevant
Information information & to decide
Exchange As deemed QA Expert In-charge and Senior on any changes in
Meeting appropriate Managements of GRH scope procedures/policies and
explanations on how to
address non-
conformities
To review different
Internal As deemed Director of Airport Services and issues relevant to
Meetings appropriate personnel Ground Handling
Operations
To review handling
agents performance
Meeting with
As deemed Director of Airport Services, Station and the delivery of
Handling
appropriate affairs Manager and Handling Agents services according to
Agents
ground handling
agreement

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Note 1: The minutes of above mentioned meetings shall be provided and recorded according to
the records system defined in Part 0.19
Note 2: The list of emergency contact numbers (airport police, emergency service, firefighting,
OCC, security dept., safety and quality assurance office and etc) for making a quick call and as a
means of informing the relevant parties of probable emergencies shall be available and visible in
all ground handling operational areas such as passenger services office, baggage handling office,
load control, GSE maintenance area and etc.
Note 3: The Communication System also includes external companies that conduct outsourced
operational functions.

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0.17 Document Control

 The primary purpose of document control is to ensure necessary, accurate and up-to-date
documents are available to those personnel required to use them, to include, employees of
external service providers.
 All processes and procedures related to document control are in accordance with IAA MSM
part 3.
 The following manuals are under document control in Ground Handling Operations:
- Ground Operations Manual (GOM)
- Commercial Training Program Manual (CTPM)
 The list of forms which are under document control in Ground Handling Operations are as
follows:
- NOTOC
- Bulk Load Weight Statement
- Flight Interruption Manifest
- Baggage Identification Chart
- Damage Baggage Report
It shall be mentioned that the following forms don’t follow the above mentioned method and they
have specific control number:
- Loading Instruction Report -B727-200
- Loading Instructions Report-F100
- Loading Instructions Report -A340-311
- Loading Instructions Report-A320
- Trim Sheet - B727-200
- Loadsheet- B727-200
- Loadsheet-A340-311
- Loadsheet B737-400
- Loadsheet- A320
- Load and Trim Sheet-F100
- Loading Instructions Report-ART72
- Load and Trim Sheet-ART72
- Property Irregularity Report
- Handling Advice for Unaccompanied Minor

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0.17.1 Electronic Documents and Records

The master file of all documents shall be kept in a specific folder of computer under name Master,
and back up shall be created for the files for all documents in order to prevent the loss of them due
to hardware or software failures:
 In case of any changes in the content of documents a new back up shall be created on the
exact date of occurrence.
 At the beginning of each month if the content of documents remains unchanged.
 Back up files shall be saved:
- On another partition of the computer different from where the master document is
saved;
- On another computer on a specific partition exclusively dedicated for the purpose of
storing the backup files of records and documents or on a hard disk in order to preclude
loss of documents due to hardware failures.
 Back up files shall be retained for at least one year.
 Antivirus shall be installed on all computers.

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0.18 Operations Manuals

 DMD of Commercial and Airport Services issues and develops the following Manuals issued
in separate parts that contain the operational policies, processes, procedures and other
guidance or information necessary for Ground Handling personnel to perform their duties:
- IAA Ground Operations Manual (GOM)
- IAA Cargo Operations Manual
- IAA Commercial Training Program Manual (CTPM)
To accomplish the Manual control process DMD of Commercial and Airport Services:
 Revises the Manuals according to current edition of IATA Manuals and IAA requirements and
distributes the revisions to every Manual holder and they shall replace the revised document
with the previous ones. It is important to say that when revisions influence nearly 50% of the
Manuals or more, then the next issue will be published and distributed accordingly.
 Identifies the revision status of each individual page on the List of Effective Pages (LEP).
Note1: For easy identification of revised content there will be a vertical bar as a distinguishing
mark in the margin against the revised information that indicates the changed or revised part.
Note2: IAA stations, external service providers and all areas where Ground Handling Operations
are conducted including passenger check-in and boarding areas; shall hold the current edition of
IATA Dangerous Goods Regulations (either soft or hard copy) and/or ICAO Technical Instructions
for Safe Transportation of Dangerous Goods by Air (TI), IAA GOM, DAIM (and/or have their own
published manuals that fulfills operational safety, security and quality requirements of IAA) and IAA
Safety and QA Dept. monitors the availability of mentioned Manuals throughout annual and
random audits.
Note 3: IAA Safety and QA monitors the availability of Operational Manuals on appropriate areas
listed on distribution list via annual and random audits.

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0.19 Records System

The following table depicts the accomplishment of record keeping system regarding fulfillment of
Ground Handling Operational requirements in IAA and in accordance with IAA MSM Part 3.
Record Retained by Time to be kept Scope Type Monitored by

Load control
records including
Hard &
NOTOC, LIR,
Handling Agents One Year GRH Soft IAA Safety &QA
Loadsheet,
Copy
Trimsheet and
related records
Maintenance Hard
Handling Agents One Year GRH IAA Safety & QA
completed on GSE Copy
Completion of
As long as
training and IAA Training Hard
personnel are GRH IAA Safety & QA
qualification Department Copy
employed by IAA
requirements
Accidents and
incidents
associated with Airport Services Hard
Indefinitely GRH IAA Safety & QA
A/C Ground Department Copy
Handling
Operations
Associated
Hard
passenger Handling Agents Three Years GRH IAA Safety & QA
Copy
handling forms
Minutes of the Airport Services Hard
One Year GRH IAA Safety & QA
Meetings Department Copy

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Rev: 01
General Date:
0.20 Agreements
0.20.1 IATA Standard Ground Handling Agreement (SGHA) Definition
It is an agreement made between a Carrier and a Handling Company when a Carrier outsources
all or part of its operations to a Handling Company. The SGHA is a dynamic document that reflects
the evolution of the ground handling business over time.
It shall be noted that the English version of a signed IATA (SGHA) is to be considered. Translation
of the same agreement can be made to facilitate mutual understanding of agreed services.
0.20.2 Contents of the Agreement

The agreement consists of three parts
0.20.2.1 Main Agreement

Subdivisions of which are known as Articles and sub-Articles for ease of reference. This is the
basic agreement in which the parties concerned agree on the legal and administration clauses.
0.20.2.1.1 Contents of Main agreement:

Article1 Provision of services
Article 2 Fair practices
Article 3 Subcontracting of services
Article 4 Carrier’s representation
Article 5 Standard of work
Article 6 Remuneration
Article 7 Accountings and settlements
Article 8 Liability and indemnity
Article 9 Arbitration
Article 10 Stamp duties, registration fees
Article 11 Duration, modification & termination
Refer to AHM 810 for additional information and explanation of each Article.
0.20.2.2 Annex A
Subdivisions of which are known as sections, sub-sections for ease of reference. This part of
agreement lists and describes Ground Handling activities. These documents are conducted once
between the parties concerned. The parties are not specified here as being either “the handling
company” or” the carrier”. Annex A is a comprehensive list of services that may be performed.

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Note: services refer to activity/work as well as use of resources such as equipment or facilities.
0.20.2.2.1 Contents of Annex A:

Section 1 Representation, administration and supervision
Section 2 Passenger services
Section 3 Ramp services
Section 4 Load control, communication and flight operation
Section 5 Cargo and mail services
Section 6 Support services
Section 7 Security
Section 8 Aircraft maintenance
Refer to AHM 810 for additional information and explanation of each Section.
0.20.2.3 Annex B
Subdivisions of which are known as paragraphs and sub-paragraphs. In this document(s) the
location where the services will be provided is stated, together with the handling services chosen
from Annex A and the agreed handling fees for such services. Other ground handling matters
which are agreed upon during the negotiations are possible to record for example:
Deviation(s) from the main agreement
Fee for technical landings
Extra services, etc when required
An appropriate Annex B is generally conducted per location and specifies which party is “the
handling company” and which party is “the carrier” at that particular location.
It is possible to conclude one Annex B covering several locations together where the terms and
conditions are similar. More than one Annex B may be issued for the same location to cover
different services. There is no limit to the number of Annex (es) B.
0.20.2.3.1 Contents of Annex B

Paragraph 1 Handling services and charges
Paragraph 2 Additional services and charges
Paragraph 3 Disbursements
Paragraph 4 Limit of liability
Paragraph 5 Area of responsibility
Paragraph 6 Transfer of services
Paragraph 7 Settlement

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Paragraph 8 Supervision and administration

Paragraph 9 Notification
Paragraph 10 Governing law
Refer to AHM 810 for additional information and explanation of each Paragraph.
0.20.2.4 Simplified Procedure

The parties concerned may, at their option, elect to use the simplified procedure that does not
require execution of the main agreement and Annex A. if the parties agree to use the simplified
procedure, they should use the version of Annex B entitled “standard ground handling agreement
simplified procedure”.
0.20.3 Intentionally Open

0.20.4 Service Level Agreement (SLA)
According to the IRM glossary SLA is a formal agreement, usually as part of a contract, between
an operator and an external service provider, or in some cases an internal service provider, that:
A. specifies, in measurable terms, the services the external provider is expected to perform
B. becomes the basis for monitoring of the performance of the external service provider by the
operator.
The operator shall monitor the external service provider’s functions that affect the safety and
security of the operational ground handling requirements.
0.20.5 Measuring the Service Delivery Standards

According to AHM 803 there are three main methods of measuring the service delivery standards.
0.20.5.1 Specific Measurements

This provides quantities data which can be used to report on the performance of the ground
handling service provider. Information can be obtained from a number of sources including daily
flight statistics, flight reports, measuring and monitoring system, and etc. specific measurements
can include continuous monitoring and/or regular sampling of an agreed percentage of handled
flights selected at random.
0.20.5.2 Carrier Feedback

The carrier should provide regular and representative feedback to the service provider on results of
passenger surveys, comments, complaints and compliments relevant to the service provider.

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0.20.5.3 Random Sampling

Performance indicators which cannot be obtained by the above methods can be obtained from
random audits or inspections.
0.20.6 Code- Share

0.20.6.1 Definition
A code share agreement, sometimes simply code share, is an aviation business arrangement
where two airlines share the same flight. A seat can be purchased on one airline but is actually
operated by a cooperating airline under a different flight number or code. The term "code" refers to
the identifier used in flight schedule, generally the 2-character IATA airline designator code and
flight number. Thus, XX123, flight 123 operated by the airline XX, might also be sold by airline YY
as YY456 and by ZZ as ZZ9876. It allows greater access to cities through a given airline's network
without having to offer extra flights, and makes connections simpler by allowing single bookings
across multiple planes. Most major airlines today have code sharing partnerships with other
airlines and code sharing is a key feature of the major airline alliances.
Under a code sharing agreement, the airline that actually operates the flight (the one providing the
plane, the crew and the ground handling services) is called the operating carrier. The company or
companies that sell tickets for that flight but do not actually operate it are called marketing carriers
or validating carriers.
0.20.6.2 Advantages
Reasons and advantages under a code sharing agreement, participating airlines can present a
common flight number for several reasons, including:
0.20.6.2.1 Passengers
Connecting flights – This provides clearer routing for the customer, allowing a customer to book
travel from point A to C through point B under one carrier's code, instead of a customer booking
from point A to B under one code, and from point B to C under another code. This is not only a
superficial addition as cooperating airlines also strive to synchronize their schedules and
coordinate luggage handling, which makes transfers between connecting flights less time-
consuming.
Shared responsibility between the carriers – When flying between two cities without a single-airline
connection, the passenger can pick a code shared flight over two airlines or two flights booked
separately. If the flights are not code shared, then the second airline has no responsibility if the
passenger or luggage misses the second flight due to a delay with the first. Under a code shared

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General Date:
flight, the second airline is unlikely to charge extra fees or deny boarding should the first,
cooperating airline cause a delay.
0.20.6.2.2 Airlines
Flights from both airlines that fly the same route – This provides an apparent increase in the
frequency of service on the route by one airline
Perceived service to unserved markets – This provides a method for carriers who do not operate
their own aircraft on a given route to gain exposure in the market through display of their flight
numbers.
When an airline sacrifices its capacity to other airlines as a code share partner, its operational cost
will generally be reduced to nil.
0.20.6.2.3 Sales Modalities

The most common sales modalities are the following
0.20.6.2.3.1 Free Flow

Sales are carried out progressively according to demand up to complete occupation of the cabin.
The carriers' automatic systems guarantee the conformity between seats booked and sold.
0.20.6.2.3.2 Block Space

The release of tickets for sale is of two kinds:
• Fixed
• Flexible
0.20.6.2.3.2.1 Fixed Block Space

A predefined allotment of seats is released for sale. Any unsold tickets are debited to the acquiring
Carrier, In other words, unsold seats will be paid in any case.
0.20.6.2.3.2.2 Flexible Block Space

Seats are progressively released for sale at intervals (e.g. at 40, 30, 20, 1 days). A certain number
of seats is released for sale at each interval until, once the defined time limit is reached, the whole
allotment of seats is released, thus passing to the fixed block space system.
The automatic distribution systems will show each flight in sequence for which full responsibility will
fall on the respective partners (PNL and ADL are separate for each Carrier).

Part: 0
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Rev: 01
General Date:
0.20.7 Interline Agreement

0.20.7.1 Definition
Interline Traffic Agreement-Passenger, is governed by IATA Passenger Services Conference
Resolution 780 and, allows both parties (Operating Carriers) to enter into an arrangements under
which each party may sell transportation over the routes of the other. The parties mutually agree
upon the terms and conditions relating to the handling of interline baggage.
0.20.7.2 Conditions of Contract

Two parties agree to honor their legal documents
Two parties provide fares and other bilateral agreed information
Each party has the right to consider a commission as a result of sales according to IATA
resolutions.
Settlement shall be done through IATA clearing house.
0.20.8 Special Prorate Agreement (SPA)

0.20.8.1 Definition
S.P.A consists of a commercial agreement by which both parties (Operating Carriers) based on
some special fares and conditions agree to transport passengers on each other services.
The S.P.A based on the agreement may be unilateral or bilateral in transporting passengers.
0.21 Handling Agent/ Service Providers Monitoring

 The Ground Handling Operations in IAA are outsourced to external service providers.
 IAA is responsible for the safety, security and quality of ground handling operations.
 To monitor ground handling operations, a copy of SGHA description and checklist of related
scope shall be available to IAA supervisors/ representatives; supervisors shall monitor and
supervise Handling Agent/ Service Provider through SGHA description and checklist to
ensure safety and security requirements are fulfilled.
 In case of any non-conformity through monitoring, it shall be reported to Handling Agent by
a formal letter.
In addition here is two year period scheduled for auditing ground service providers as a
means of monitoring.

Part: 0
Issue: 05
Rev: 01
General Date:

Part: 1
Issue: 01
Rev: 00
Passenger Handling Procedures Date: 01 May 2017
Part 1
Passenger
Handling
Procedures

Part: 1
Issue: 05
Rev: 01
Passenger Handling Procedures Date: 01 April 2018

Part: 1
Issue: 05
Rev: 01
Table of Contents
1.1 Definition ....................................................................................................................... 7
1.1.1 Passenger Classification ....................................................................................................... 7
1.2 Customer Services........................................................................................................ 8
1.3 Security.......................................................................................................................... 9
1.3.1. General ................................................................................................................................... 9
1.3.2 Sterile Area.............................................................................................................................. 9
1.3.3 Passenger Security ................................................................................................................ 9
1.3.3.1 Passenger Suitability for Travel .................................................................................... 9
1.3.3.2 Security of Passengers and their Baggage................................................................. 9
1.3.4 Security of Documents ........................................................................................................ 10
1.3.4.1 Boarding Passes, Transit Passes and Baggage Tags ............................................ 10
1.3.4.2 Disposal of Printed Documents .................................................................................. 10
1.3.5 Information Security ............................................................................................................. 10
1.3.6 Restricted Areas ............................................................................................................... 10
1.3.7Check-in Security .............................................................................................................. 11
1.4 Warning Signs ............................................................................................................. 13
1.4.1 Passenger Warning Signs ........................................................................................... 13

1.4.2 Check-in Placards ................................................................................................................ 13
1.5 Ticketing Concepts and Principles ............................................................................ 14
1.5.1 Definition ................................................................................................................................ 14
1.5.2 Types of Passenger Ticket ................................................................................................. 14
1.5.2.1 Manual Issued Paper Ticket ........................................................................................ 14
1.5.2.2 Automated Ticket and Boarding Pass (ATB) ............................................................ 14
1.5.2.3 Transitional Automated Ticket (TAT) ......................................................................... 15
1.5.2.4 Electronic Ticket ............................................................................................................ 16
1.5.3Ticket Sales Counter............................................................................................................. 17
1.6 Endorsement ............................................................................................................... 18
1.6.1 Definition ................................................................................................................................ 18
1.6.2 Conditions.............................................................................................................................. 18
1.7 Pre-Departure Activities ............................................................................................. 19
1.7.1 Schedule Flight ..................................................................................................................... 19

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1.7.1.1 General ........................................................................................................................... 19

1.7.1.2 Preparations - Schedule Flight.................................................................................... 19
1.7.1.3 Passenger Pre-Flight Preparation .............................................................................. 19
1.7.1.4 Check-in scheduled flight ............................................................................................. 20
1.7.1.5 Documents ..................................................................................................................... 23
1.7.1.6 Seat Allocation............................................................................................................... 28
1.7.1.7 Passenger Acceptance ................................................................................................ 33
1.7.2 Charter Flights ...................................................................................................................... 65
1.7.2.1 Check- in ........................................................................................................................ 66
1.7.3Denied Check-in .................................................................................................................... 66
1.8 Passenger Boarding ................................................................................................... 68
1.8.1 Introduction............................................................................................................................ 68
1.8.2 General .................................................................................................................................. 68
1.8.3 Gate Checks ......................................................................................................................... 69
1.8.4 Boarding Priorities ................................................................................................................ 70
1.8.4.1 Board First ...................................................................................................................... 70
1.8.4.2 Board after the other Passengers .............................................................................. 71
1.8.4.3 In the Event of Critical Flights Board Last ................................................................. 71
1.8.5 Differentiated Boarding ........................................................................................................ 71
1.8.5.1 Boarding via Air Bridge ................................................................................................ 71
1.8.5.2 Boarding by Apron Buses ............................................................................................ 71
1.8.6 Boarding Irregularities ......................................................................................................... 71
1.8.7 Denied Boarding/ Transportation ....................................................................................... 72
1.8.8 Denied Boarding Compensation D.B.C. ........................................................................... 73
1.8.9 Boarding of Passengers that Requiring Special Handling ............................................. 75
1.8 9.1 Boarding OXYG passengers ....................................................................................... 75
1.8.9.2 Boarding of Stretcher (STCR) ..................................................................................... 75
1.8.9.3 Boarding of Unaccompanied Minors .......................................................................... 76
1.8.9.4 Boarding of VIP ............................................................................................................. 76
1.8.9.5 Boarding of Inadmissible Passenger ......................................................................... 77
1.8.9.6 Boarding of Deportee ................................................................................................... 77
1.8.9.7 Boarding of MEDA Passenger .................................................................................... 77

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1.8.9.8 Boarding of Incapacitated Passenger ........................................................................ 78

1.8.10 Passenger Boarding Discrepancies ................................................................................ 78
1.8.11 Boarding in Case of DCS Breakdown ............................................................................. 79
1.9 Communication of Check-in Data for Establishing the Load Sheet ........................ 80
1.9.1 Passenger with Above /Below Weight Average .............................................................. 80
1.10 Flight Documents ...................................................................................................... 81
1.10.1 General ................................................................................................................................ 81
1.10.2 Passenger Information List (PIL) ..................................................................................... 81
1.10.3 Other Flight Documents .................................................................................................... 81
1.11 Post Flight Departure Activities ............................................................................... 82
1.11.1 Messages ............................................................................................................................ 82
1.11.2 Flight Document Retention ............................................................................................... 82
1.12 Passenger Arrival, Transfer and Transit.................................................................. 83
1.12.1 Pre-Arrival ........................................................................................................................... 83
1.12.2 Arrival ................................................................................................................................... 83
1.12.3 Transfer (Passenger Handling at Connecting Airport) ................................................. 83
1.12.4 Transit .................................................................................................................................. 84
1.12.4.1 General ......................................................................................................................... 84
1.12.4.2 Disembarkation of Transit Passengers ................................................................... 84
1.12.4.3 Boarding Transit Passengers.................................................................................... 84
1.12.4.4 Programmed Aircraft Change En Route ................................................................. 84
1.13 Suspected Communicable Disease ......................................................................... 86
1.14 Boarding Pass ........................................................................................................... 87
1.14.1 Types of Boarding Passes:............................................................................................... 87
1.15 Passenger Irregularities ........................................................................................... 88
1.15.1 General Passenger Irregularity Guidelines .................................................................... 88
1.15.1.1 Information and Communication to Passengers .................................................... 88
1.15.2 Delays .................................................................................................................................. 88
1.15.2.1 Handling Procedures .................................................................................................. 88
1.15.2.2 Delay Known before Check-In .................................................................................. 88
1.15.2.3 Delay Known before Boarding .................................................................................. 88
1.15.3 Misconnections/Cancellations/Diversions ...................................................................... 88

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1.15.4 Involuntary Change of Class ............................................................................................ 89

1.15.5 Denied Boarding due to Unavailability of Seats ............................................................ 89
1.15.5.1 General ......................................................................................................................... 89

Part: 1
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Rev: 01
1.1 Definition
 Passenger
A person that is transported onboard the aircraft by IAA, mostly for commercial purposes,
which is not:
 An operating crew member
 A supernumerary
1.1.1 Passenger Classification

Adult: Males and female are defined as person of an age of 12 years and above.
Child: Child is defined as persons of an age of two years and above but who are less than
12years of age.
Infant: is defined as persons who are less than 2 years of age.

Part: 1
Issue: 05
Rev: 01
1.2 Customer Services

 Check-in staff shall have following characteristics to satisfy the requirements for
customer service:
 Appearance
 Behavior
 General Information
 Language Proficiency
 Geographical Information

Part: 1
Issue: 05
Rev: 01
1.3 Security
1.3.1. General
 Tickets, travel documents, boarding cards, baggage tags shall be stored in a way that
unauthorized person cannot access these items.
 Check-in system shall never be left signed-on when unattended.
1.3.2 Sterile Area

Sterile area is established for the boarding of all flights;
 Passengers and their hand baggage shall be screened prior to entering this area.
 All other persons and items entering this sterile area shall be authorized and subject
to security control.
 Areas of restricted access shall be adequately enclosed and clearly marked with
signs to prevent entry of unauthorized persons.
 Positive airport identification shall be checked before entry.
 All staff entering sterile area shall wear Airport/ Aviation Security Identification Card
(ASIC) all times within the restricted areas.
1.3.3 Passenger Security

1.3.3.1 Passenger Suitability for Travel
 Assess each passenger in terms of security risk by looking for anomalies and
observing certain emotional characteristics and/or body language. Be on the lookout
for overall fitness to fly, including potentially communicable diseases, medical
conditions, intoxication, etc.
 Further questioning may be required to assist with passenger assessment.
 When check-in staff identifies a potential problem passenger, he/ she shall notify
the supervisor.
 The supervisor shall contact the IAA security representative or Airport Authority if
IAA security representative is not available, for assistance.
1.3.3.2 Security of Passengers and their Baggage

 Supervision staff shall ensure all security threats are immediately reported to IAA, the
flight crew and airport authorities.
 Apply IAA and/or security procedures for the handling of passengers and their
baggage in the event of:

Part: 1
Issue: 05
Rev: 01
 A bomb threat condition.

 An increased security threat condition.
1.3.4 Security of Documents

1.3.4.1 Boarding Passes, Transit Passes and Baggage Tags
All materials used for passenger and hold baggage processing (e.g. boarding passes,
baggage tags, FIMs, vouchers, stamps) shall be protected or be under surveillance at all
times in order to prevent unauthorized access and use.
1.3.4.2 Disposal of Printed Documents

Printed material such as boarding passes, passenger lists, and handling forms may have to
be reprinted and are therefore left behind as waste these documents shall be disposed..
1.3.5 Information Security

Departure control systems (check-in systems) shall be controlled to prevent unauthorized
access.
Check-in staff shall:
 Follow airport procedures intended to prevent unauthorized use and access to un-
issued (blank) boarding passes.
 Before leaving the counter, remove boarding passes and baggage tags from the
respective printers or lock them.
 Before leaving the counter, sign-out, log-off and lock the system.
 Observe regulations concerning the usage of sign-ins and passwords.
1.3.6 Restricted Areas

 All gate and departure areas shall be secured by keeping doors closed, use
appropriate barricades when directing passengers.
 All access doors shall be closed when not in use.
 Staff shall be positioned as required to direct passengers.
 If passengers have to walk on the apron to aircraft, it shall be ensured that
passengers proceed directly to the aircraft.
 If transportation has to be provided to passengers to move them from the
terminal building to the aircraft, it shall be ensured only authorized personnel and
screened passengers are allowed to board the vehicle.

Part: 1
Issue: 05
Rev: 01
1.3.7Check-in Security
1.3.7.1 Passenger Identification
Passengers shall be identified during check-in process and prior to entry into secure area.
 The following items shall be checked in identification documents
 The passenger's personal data;
 The photo, which shall be a likeness of the holder and which shall not appear to
have been replaced;
 The data printed/written on the documents, which shall not appear to have been
corrected with erasures or different handwritings.
 Should there be any doubts concerning the regularity of the documents, contact,
where possible and necessary as fallows
 The Airport Authorities to check whether the documents are genuine;
 The relevant sources, which generated the traffic, for further information;
 The IAA station of transit or destination in order to communicate the situation;
 Passenger Services Dept. and Security Dept. for information and any
instructions.
 In addition, if following the above contacts it becomes obvious that the travel
documents are irregular, passenger boarding should be denied, entering the note
"Boarding denied because of improper documentation" in the "Restrictions/
Endorsements" box of the flight coupon. If, following the above contacts doubts
still exist as to the regularity of the documents, proceed as follows:
o Where possible, have the Airport Authorities collect the passenger's passport
to deliver it to the custody of the Flight Captain, or of a person delegated by
the Captain, together with a photocopy of the whole of the documentation,
including a photocopy of the passport details, to be delivered to the Station
Manager of the receiving station;
o Give the Ramp the go-ahead for loading of the baggage, which will have
been tagged as stand-by while awaiting clarification of the situation;
o Send a detailed Telex/Fax/E-mail/Other available means message
concerning the passenger to the transit/connection/destination stations, plus a
copy to Airport Services Dept. and Security Dept. for the necessary
assistance to Airport Police.

Part: 1
Issue: 05
Rev: 01
1.3.7.2 Check-in Under Normal Conditions

 Normal Conditions: Standard and daily operations
 Screening of deportee and prohibited immigrants to establish if they are likely to be a
danger.
 Briefing of escorts with prisoners and mentally ill persons, to ensure they know what
to do in the event of an emergency.
 Secure boarding passes including transit cards and hand baggage tags.
 If passenger head count is at variance with boarding passes issued, or with
passenger coupons lifted, resolves before aircraft departure;
 Consider boarding passengers through one aircraft door only, to facilitate
surveillance;
 Identify "gate no show "passenger.
 Boarding staff shall communicate to the security staff the final load, the number and
security number of no- show passenger for each flight when boarding is completed.
Note: Staff shall be trained to observed characteristics of potential hijackers;
1.3.7.3 Check-in Under Extreme Conditions

 Extreme Conditions: Security alert advice, applicable to an Airport, Aircraft, Flight route
or IAA
 Keep passengers under surveillance between check-in point and boarding gate;
 Identify passengers by cross check with passport or other acceptable ID document at
theboarding gate, transit and interline passengers to be included;
 Mark passenger’s name on boarding pass to enable cross check to be made as
above.
Note: IAA Safety and Quality Assurance Dept. through annual and random audit ensures
the procedures for identification of passengers are in place during check-in and prior to
entering into secure area.

Part: 1
Issue: 05
Rev: 01
1.4 Warning Signs
1.4.1 Passenger Warning Signs

“Dangerous goods” and “Passenger warning signs” shall be displayed in check-in counters
from the beginning of check-in until it ends. The purpose is to remind the passengers the
security procedures and avoid them to carry any dangerous goods in their baggage.
1.4.2 Check-in Placards

 Placards shall be displayed at every check-in counter containing the following questions
to the passenger:
 Is this your baggage?
 Have you packed it yourself?
 Are you sure that no one has put anything in your baggage?
 Does the baggage contain any gift at which contents you are unaware?
 Does the baggage contain any electrically or battery powered devices?
Note: if the palacard is not available in the check-in counter the check-in staff shall ask the
above question from the passenger during check-in.

Part: 1
Issue: 05
Rev: 01
1.5 Ticketing Concepts and Principles

1.5.1 Definition
The document entitled "passenger ticket and baggage check" or the electronic ticket, in
each case issued by or on behalf of IAA, and includes notice of contract terms
incorporated by reference and notices and the flight and passenger coupons contained
therein.
A ticket shall be used for transportation of the person indicated therein only.
1.5.2 Types of Passenger Ticket

The following types of tickets are used in IAA:
 Manual Issued Paper Ticket
 Automated Paper Ticket(ATB2)
 Transitional Automated Ticket (TAT)
 Electronic Ticket (ET)
1.5.2.1 Manual Issued Paper Ticket

 Separate ticket shall be issued for each passenger.
 A ticket is not valid for transportation unless it has been properly validated.
1.5.2.2 Automated Ticket and Boarding Pass (ATB)

 ATB isthe form of automated ticket and boarding pass. It is a single copy non-
carbonized ticket (normally on card stock) with each coupon imprinted separately.
 The ATB is a coupon by coupon issued ticket designed for use in various automated
devices for which data is computer generated. The data related to the route and fare
is printed on the front of the ATB coupons and can be encoded on the magnetic strip
on the reverse side. The left hand side of the ATB is the flight coupon, the right hand
side is the boarding pass. The boarding pass shall be kept until the end of the entire
journey. The magnetic strip permits the automatic processing of check-in and
boarding procedures through the use of special reader devices.
 Each ATB coupon consists of:
 A "ticket" part (the left side) which contains all the data necessary to identify the
holders, the reservation "status”, the detailed description of the routing, the fare
structure, the validity of the ticket, etc;

Part: 1
Issue: 05
Rev: 01
 A Boarding Pass part (the right side), where in use, shall be completed automatically
at the check-in, and displays all the data currently found on a traditional Boarding
Pass. This part shall be detached along the punched line at the time of boarding.
 The ATB shall be accepted for all purposes as a regular passenger ticket, on the
following conditions:
 The coupon shall be presented whole, that is, complete with the boarding pass
part.
 The coupons shall follow the same sequence as that shown by the ticket fare
calculation;
 The ticket shall be presented complete with passenger receipt.
 All data relative to baggage shall be handwritten both on the flight coupon and on
the passenger receipt.
 At counters which are not equipped with appropriate reader devices, the ATB Boarding
Pass shall not be used and shall be replaced with the manual boarding pass currently in
use.
Note 1: ATB tickets without passenger receipts are not valid; coupons, which are not in
sequence, are only valid for a possible refund.
Note 2: In adopting the ATB system some carriers have chosen to issue, in addition to the
ticket, special coupons which may be used as Boarding Pass. Although these are the same
shape as flight coupons they do not contain any data relative to fares. Therefore, great
attention should be paid during the boarding stage in order to prevent the possible loss of
returns which may derive from the above-mentioned cards being mistakenly accepted.
1.5.2.3 Transitional Automated Ticket (TAT)

 The TAT is a multi-copy carbonized ticket designed for use in various printing devices
for which data may be computer generated.
 The TAT shall not be issued manually.
 When the itinerary to be ticketed is e-ticket eligible and it is technically and or
procedurally feasible an ET shall be issued.

Part: 1
Issue: 05
Rev: 01
1.5.2.4 Electronic Ticket

 Electronic ticketing documents the sale and tracks the usage of passenger
transportation without requiring the issuance of paper value documents.
 The electronic ticket and associated coupons are stored in a separate electronic flight
coupon database.
 The Electronic Ticketing database interfaces with related SITA applications.
1.5.2.4.1 Itinerary Receipt

 The sum of all portions from beginning to ending of passenger's trip, even through
separated by gap(s).
 A document or documents forming part of the electronic ticket which contains the
information and notices required.
 An electronic ticket shall be limited to one passenger only.
 This document (s) shall include, but not limited, the following:
 Passenger name
 Airline designator or name of marketing carrier
 Name of the operating carrier, when it is different from the marketing carrier in
stations where code share agreements exist
 Flight number(s);
 Date of the flights;
 Flight departure time(s);
 For each flight origin and destination airport/city code(s);
 Fare;
 Ticket/document amount;
 Form of payment;
 Tax/fee/charges amount(s);
 Reservation statues code;
 Date of issue;
 Issuing agency;
 Ticket document number(s);
 Endorsement/restrictions;
 Free baggage allowance;
 Notices and conditions of contract.

Part: 1
Issue: 05
Rev: 01
1.5.3Ticket Sales Counter

For the airports where IAA ticket sale counter is located, the following shall be displayed:
 IAA signage.
 Dangerous Goods notifications.

Part: 1
Issue: 05
Rev: 01
1.6 Endorsement
1.6.1 Definition
Endorsement is the transfer of authority required when passenger with an international ticket
wishes to rebook to a carrier other than the carrier shown on the ticket at a passenger's
request; a carrier may effect a change in the routing, carriers, class of service or validity
specified in the traffic document. Endorsement should only be granted for tickets issued by
IATA member Carriers and closed on IATA Carriers, and with payment modalities which do
not involve precise limitations.
1.6.2 Conditions
 Endorsement shall be obtained before the use of document and are subject to certain
restrictions and reciprocal endorsement arrangement;
 Only carriers own offices are permitted to endorse;
 Endorsement should be validated by a stamp identifying the Airline and office making
the endorsement in order to be acceptable.
 Endorsement cannot be granted, for example, for tickets marked "NOT
ENDORSABLE".The request for Endorsement may be presented to the Carrier:
 That has issued the flight ticket;
 That has issued the original flight ticket and appears in the original issue box of
the ticket presented by the passenger;
 That is flying the first leg of the entire route;
 That appears as "Carrier" on the coupon concerned.
 Where and when possible the Endorsement request should preferably be addressed
to the Carrier that issued the original ticket or to the Carrier that issued the ticket to
be endorsed, as endorsement will thus be granted more easily.
 Should the Carrier to whom the Endorsement should be requested not be
represented on the spot or not be represented by an entitled OSA to grant the
endorsement, the request should be sent via telex message, for which the format is
given in the PAT RULES (Endorsements)

Part: 1
Issue: 05
Rev: 01
1.7 Pre-Departure Activities

1.7.1 Schedule Flight
1.7.1.1 General
All passengers traveling on IAA have to present a ticket valid for transportation and be
checked-in registered on the specific flight in question.
1.7.1.2 Preparations - Schedule Flight

 Following items shall be prepared :
 Passenger Name List (PNL) showing passenger holding a valid reservation
 Transfer passenger Massage (PTM)
 Stand-by passenger check
 Passenger requiring special service Massage (PSM)
 Preparation of baggage tag
 The check-in counter shall be clearly marked with:
 Iran Aseman Airline’s logo
 Flight Number
 Schedule Departure Time
 Destination
Upon check-in the passenger has to present a valid ticket for the flight in question. The
check-in agent shall make sure that the ticket is valid for the flight and if so check for valid
passport and visa, where applicable.
1.7.1.3 Passenger Pre-Flight Preparation

 Check in staff shall:
 Prepare check-in for flights prior to the opening airport check-in, and verify all
necessary data has been transferred into the check-in system correctly.
 Review the booking status.
 Confirm the Passenger Name List (PNL) and Additions and Deletions List (ADL)
were properly transmitted and match thebooking status.
 Block seats for security officers, crew, weight and balance, and if seats are
unserviceable.
 Confirm the seating plan is set according to the actual aircraft type and version.
 Review the flight remarks, if applicable.
 Record passenger status on PNR, if applicable.

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 Review the boarding time, departure time, and gate. Brief staff about the reason
for any delays.
 Apply payload restrictions, if any.
 Check the passenger list for special passengers (e.g. WCH, UM, etc.) and pre-
assign according to the aircraft type.
 If not pre-reserved, prepare seating for families traveling with infants or children
 Where free/open seating is applied, inform the crew and passengers and ensure
special category passengers have appropriate seats ‫داريم؟‬.
Check-in is opened once the pre-flight preparation is complete.
1.7.1.4 Check-in scheduled flight

1.7.1.4.1 General
 Check-in is the complete sequence of steps which involves the registration of the
customer and their baggage in a DCS or manual system.
 The labeling of the baggage and the issuance of boarding pass.
 Boarding pass containing the passenger name shall be issued for all passengers,
either on paper or electronically.
 Turn- around times varies depending on the destination when gate check-in is
performed, the check-in shall start:
 Minimum 90 minute prior to departure for domestic flight
 Minimum 180 minute prior to departure for international flight
 All stand-by passengers shall be listed and only company documents are
accepted for stand-by passengers.
 Check-in agent shall also check other travel documents such as passport or ID
documents and visas whenever applicable and ensure the below conditions are
fulfilled.
 Is the passenger owner the rightful of the passport / ID card?
 Is the passport or ID card valid?
 Does the holder require a visa for his or her final destination?
 If a visa is required- is it signed, stamped and valid?
1.7.1.4.2 Check-In Counter Requirements

 Prior to opening the check-in counters check in agent shall:
 Start and test equipment.

Part: 1
Issue: 05
Rev: 01
 Ensure scales are functioning.

 Stock boarding card and bag tag printers.
 Ensure adequate stock of any other operating IAA required tags.
 Ensure Dangerous Goods notifications are prominently displayed at the check-in
area as well as ticket offices, baggage drop-off areas, and transfer counters.
 Prepare check-in queues, stanchions, , baggage sizer, etc.,
1.7.1.4.3 Check-In Types

1.7.1.4.3.1 General
Note: IAA does not utilize any remote check-in including Internet check-in/automated check-
in facility (check-in process to be completed at the airport by passenger but without the
involvement of any other person) and self-check-in; this process is always done at the airport
by check-in personnel at check-in counter and at the time of the travel shown on the ticket.
 Check-in is performed only at check-in counters using a departure control system
(DCS) or manually.
1.7.1.4.3.2 Manual and automated Check-in

Where no DCS is available or in case of DCS failure, manual check-in procedures shall be
applied.
Check-in staff /agent shall enter:
 The baggage data in the appropriate boxes
 Cross out the box when passengers are traveling without baggage and detach the
flight coupon for the leg to be flown;
 All check-in data in the DCS (if DCS is applicable), paying particular attention to the
data relative to any special services required (SPML, WCH, etc.), and give the
passenger the boarding pass;
 Check-in staff shall be trained In SITA Departure Control System (SDCS).

 Check-in staff shall follow the standard procedures of SDCS in order to complete the
check-in process including Pre-check-in , Check-in ,Post Check-in
1.7.1.4.3.3 Through Check-In

Perform through check-in whenever possible and as per the interline agreement. Travel
documents shall be checked for all through-checked parts of the journey.

Part: 1
Issue: 05
Rev: 01
If an airport change is involved, through check-in is permitted; however, through baggage

tagging is not permitted.
1.7.1.4.4 Check-In Opening

Check-in supervisor shall conduct a staff briefing for check-in agents before the check-in
counters are opened and receive and review any summarized flight information.
1.7.1.4.5 Check-In Deadlines/Cancellation of Reservations
Passengers shall present themselves at the airport of departure for check-in at least the
number of minutes indicated below before scheduled departure of the flight (the counter is
closed according to this table)on which the passenger holds a reservation.
If the passengers fail to arrive at the airport of departure by the established time limit or
arrive without proper documents and unprepared for travel, IAA will cancel the reserved
space. Departure will not be delayed for passenger who arrives too late for check-in
formalities to be completed before scheduled departure time. IAA is not liable to passengers
for loss of or expense due to passenger's failure to comply with this provision.
International Flights 40 minutes

Domestic Flights 30 minutes
1.7.1.4.6 Check-in- closing

 The check-in counter shall be closed 30 minutes prior to STD.
 If the passenger shows after deadline, he/ she shall be referred to handling agent
supervisor or IAA representative who will decide if the passenger shall be accepted
or not, taking into account:
 Is the passenger originally booked on the flight
 Type of ticket
 Any available seat
 Risk for delay due to security, ATC restrictions etc.
 Catering on board

Part: 1
Issue: 05
Rev: 01
1.7.1.5 Documents
1.7.1.5.1 Travel Documents
 The following procedures have the purpose of concentrating the staff/agent's
attention on checking passengers travel documents in order to avoid:
 The acquisition of irregular or even stolen or forged flight coupons.
 Check - in passengers who do not have valid travel documents and who would
be denied entry by the Authorities of the country of destination. (Inadmissible
passenger)
 In the latter case particular attention should be paid to those traffic routes which
imply fines and accessory economic penalties for the IAA (hotel accommodation,
maintenance, catering, etc.) should the correct checks not be carried out generating
consequent INAD traffic.
 During check-in great attention shall be paid in verifying that the passenger's
travel documents (Passport, visas, health certificates, etc) are in order according
to the TIM (Travel Information Manual) indications for the places of transit,
connection, final destination or layover indicated on the ticket.
 The regulations contained in the TIM are also available through the TIMATIC, an
automated system which permits to access information concerning the entry
formalities of the various countries in real time.
Note: The station shall, therefore, keep constantly updated concerning the documents
required for entry in the various Countries by consulting the TIM “Travel Information Manual"
or the TIMATIC (automatic system) and by maintaining continuous contact IAA Commercial
and Airport Services Dept. or reciprocal up dating.
1.7.1.5.2 Passenger Not Holding Required Travel Document

 The handling agent is responsible to check that all passengers are holding required
and valid documents. The handling agent shall refuse a passenger to check-in to IAA
flight when a passenger is not holding the required travel document(s) such as:
 Valid passenger ticket
 Valid passport
 Valid visa

Part: 1
Issue: 05
Rev: 01
1.7.1.5.3Travel Documents Verification

1.7.1.5.3.1 General
 Check in agent shall:
 Check the validity of the ticket with regard to the itinerary, flight, date, carrier,
reservation status, class, and restrictions.
 Check the ticket for the final destination and confirm this with the passenger.
 Verify the passenger's identity against the travel document presented, including
review of date of birth, expiry status of document, a visual comparison of the
photo to the passenger, and ensure the name on the travel document matches
the booked name.
 Verify the travel document is valid and good for all persons traveling,
 Report any document that shows signs of tampering.
 Locate the passenger in the DCS and review any special remarks.
 Check travel documents for destination and/or transit requirements.
 Review Visa or entry conditions or limitations if required.
 Collect Advanced Passenger Information (API) if required.
 When you identify an issue with a document, notify your supervisor who will
contact the appropriate authority for assistance. ‫يعني جه؟‬
1.7.1.5.3.2 Advance Passenger Information

 Many governments require airlines to submit advanced passenger information (API)
at specified times for disembarking passengers.
 Information shall generally collected at the time of check-in, or provided from data
collected during booking, and verified during presentation of the travel document.
 API data shall be collected at the time of check-in, or review data already provided.
 API data shall be transmitted at pre-arranged times to recipients specified. Always
protect passenger's personal information shall always be protected and shall be
securely disposed of any related paperwork not kept on file.
1.7.1.5.3.3Ticket
1.7.1.5.3.3.1 Scheduled Flight
 All passengers, adult, child or infant shall have valid ticket for flight. Whenever there
is any question or doubt about the ticket, IAA representative or handling agent
supervisor shall be contacted to clear out any discrepancies.

Part: 1
Issue: 05
Rev: 01
 The following tickets are accepted for travel on IAA flights:

 Company document
 Tour operator( charter ) documents
1.7.1.5.3.3.2 Ticket Check

At the station of origin the check-in staff/ agent shall check:
 That the passenger holds a valid flight ticket, regularly confirmed, issued by Iran
Aseman Airlines or by any other Carrier which has signed a traffic agreement with Iran
Aseman Airlines.
 The period of validity of the ticket varies according to the type of fare, for which the
specific conditions of applicability are often of considerable commercial importance.
The limitations applying to the type of fare should therefore be carefully checked. In the
event of a fare increase a ticket issued at the old price shall be accepted where already
partially used. Should this not be the case the passenger shall be requested to pay the
difference and a new ticket issued;
 That the ticket shows no corrections or erasure variations to the registered data may
only be carried out
 For booking data: by using the special sticker (applicable just for international flights),
validated by the company stamp and by the signature of the agent who carried out
the variation;
 By crossing out the dates in the "not valid after" and "not valid before" boxes by hand
and entering the new validity limits;
 That the data on the flight coupon corresponds to the legs to be flown. Flight coupons
shall only be accepted if presented together with the "Passenger receipt" and in
sequence, from the place of origin to the place of destination.
The use of a flight coupon invalidates all previous unused coupons on which "not valid
for air transport but only for refund" should be printed / stamped;
 That the class of fare and the class of booking correspond. If they do not, the code
number shall be written on the flight coupons near the fare code, and the class fare
shall be included in the check-in list;
 The identity of holders of free or reduced fare tickets, issued for a specific body
Carrier, ministry, association, etc.), by requesting a document. For any discounts, the
rate discount code shall be entered;
 That the flight ticket does not require endorsing;

Part: 1
Issue: 05
Rev: 01
 Any online or interline connections to be entered in the check-in data;
1.7.1.5.3.3.2.1 Check- in Order

 Passengers with Booking Rights (But Holding Open Tickets)
1. VIP
2. Misconnected seamen MF50
3. IG00 GE00 CG50 CG00 DMOON1 DM50N1
4. ID00R1/ DG00G1
5. Paying passengers (no code inserted)
6. ID00S1 RG00S1
7. AD75 AD50 ID50R1 ID50B1 ID50N1
8. ID90R1 ID00RI RG00N1 ID00B1 ID00N1
Note: In case of overbooked flights, when applying the waiting list, the same categories of
booked passengers but not holding open tickets, shall be entered in the same order with the
addition of the "table priority" of the booking which is automatically recognized by DCS.
In case of critical flights some passenger categories with reservation, shall NEVER be
included in the waiting list while others ALWAYS are:
NEVER:
VIP (unless there are particular condition, such as when there is a great number of this
category of passengers on the same flight), UM, OXYG, STCR and the people
accompanying them with a confirmed booking.
ALWAYS:
ID00N1, ID00B1, ID90R1, ID00R1, RG00N1, RG00S1, DG00G1, the critical state of a flight
is however only considered with regard to the station concerned; therefore, if these
passengers are checked-in, the check-in will be valid up to their destination.
 Passengers without Booking Rights

1. ID00S2-SUV
2. IDS2 RG00S2
3. ID75B2 ID75N2
4. ID90R2
5. RG00N2 ID90N2 ID00B2 ID00N2

Part: 1
Issue: 05
Rev: 01
1.7.1.5.3.3.2.2 Seniority Code

 The check-in priority for R2 passenger on the waiting list is based on the seniority code.
This code, consisting of four figures, refers to:
 employees, the years/months of seniority;
 retired staff members, the years/months of seniority the date of termination of
employment (entering of the P code for retired staff members will ensure that
priority is always given to staff members in services, regardless of seniority).
 the authorities can give the priority to retired staff due to some specific conditions;
The seniority code is an element of priority only at the station where the PADs are checked-
in; therefore, these passengers shall not be included in the local waiting list at transit
stations.
Note: As regards B2 and R2 tickets, (ID of other Carriers) check-in priority within a same
category is based on the order of presentation.
1.7.1.5.3.3.3 Priorities
 The following sequence to be adhered to:
 Full fare passenger booked on the flight (handicapped and children first)
 Other passengers booked on the flight
 S1 Ticket (Staff on Duty Book)
 R1 Tickets (Staff Leisure Travel – Booked)
 N1 Tickets (Non company Staff– Booked)
 S2 Tickets (Staff on Duty – Stand-by)
 R2Tickets (Staff Leisure Travel – Stand-by)
 N2 Tickets (Non company Staff– Stand-by)
 Other stand-by tickets
1.7.1.5.3.3.4 Waiting List

The waiting list is a particular form of reservation by which passengers owing to seat
unavailability, are placed on a standby list with respect to passengers with bookings or who
are already checked-in.
Such seat unavailability may occur when:
 A flight is fully booked;
 A flight is overbooked; (over seat)

Part: 1
Issue: 05
Rev: 01
 The actual number of seats on offer is lower than estimated.

 A flight is overload. (Over load)
1.7.1.5.3.3.4.1 Waiting List Inclusion Criteria and Determination of Priorities

The waiting list is used to maintain the order of presentation of the passengers, as well as to
record priority through the use of priority codes.
These codes result from the passengers' inbound/outbound routes, as well as considering
whether passengers belong to any categories which are privileged by the IAA owing to
operational or commercial reasons.
A different criteria applies for passengers who have no booking rights R2, S2, B2, N2, G2,
1.7.1.5.3.3.4.2 Check- in
On closing the flight, passengers accepted from the waiting list shall be given the boarding
pass, and specific tag should be attached to the baggage according to station procedures.
1.7.1.6 Seat Allocation

1.7.1.6.1 General
 All passengers shall be allocated a seat at check-in except stand-by passengers who
normally shall receive their seat allocations when boarding is commence depending on
the free space available.
 Children shall be allocated an individual passenger seat and may not be seated in
emergency exit rows.
 All flights of IAA are non-smoking flight. (Smoking is prohibited on board the aircraft).
 The emergency exits shall never be allocated to person with reduced mobility (PRM),
children or infants.
 IAA does not guarantee to provide any particular seat in the aircraft and the passenger
should agree to accept any seat that may be allotted on the flight in the class of service
for which a reservation has been issued.
 Seat allocation shall be carried out for all flights, regarding multi-leg flights. It is just
applicable to originating leg.
 When the seat has not been allocated at booking it shall be allocated at check-in
according to the passenger's requests, ensuring that the seat requested does not
interfere with the IAA safety and technical /operative requirements.

Part: 1
Issue: 05
Rev: 01
1.7.1.6.2 Seats Next to the Exits (Including Emergency Exits)

 The closest unobstructed seats to an exit from which a person would move directly to
exits (does not need to go into the aisle to reach the exit)
 According to regulations passengers seated in an exit seat shall be both capable and
willing to assist crew members and operate the emergency exit door/window in the
absence of a cabin crew during an emergency. Only those persons who appear to be
reasonably fit and strong should be seated adjacent to exit doors.
 Seats next to the exits shall not be allocated to the following groups of passengers:
 Seats next to the exits shall not be allocated to passengers with reduced mobility
(PRM),
 Passengers who are physically or mentally handicapped to the extent that they
would have difficulty in moving quickly if asked to be so (invalids – disabled –
elderly or frail) ,
 Passenger with infants or a passengers who is less than 15 years old or appears
unable to perform the functions without the assistance of an adult,
 A person whose eye sight or hearing is impaired to the extend that he might not
readily become aware of instructions given to begin evacuation the airplane ,
 A child or an infant, whether or not are accompanied by an adult.
 A person who is responsible for one or more children under the age of 15.
 A person in custody or deported.
 A person whose physical size would prevent him from being able to move quickly
 Person carrying diplomats mail, musical instrument or etc.
Note: handicapped passenger shall be seated as close to emergency exit seats as the
limitations allow. Blind Passengers shall be seated by the door that entered – by, but not in
restricted seats.

Part: 1
Issue: 05
Rev: 01
These seats are as follows:
TYPE ROW SEATS
BOING 72S 16-18-29 ABC DEF

1 A,C,D,F
BOING 737-400 1,11,12,27 11, 12 A,C,D,E
12 A,C,D,F
F100 (all registers) 14 -15 AB CDE
49 D,E,F,G
Airbus A340-300
50 A,C D,E,F,G H,K
Airbus A320 12-14 A,B,C D,E,F
ATR 72 1 A,B,C,D
Emergency rows in all register of Fokker 100 are as mentioned except in ASO, ASM, ATC,
ATD, ATE, ATF, ATG:
TYPE ROW SEATS
F100 (ASM & ASO

12-14 AB CDE
ATC,ATD,ATE,ATF,ATG)

Part: 1
Issue: 05
Rev: 01
1.7.1.6.3Seat Blocked for Crew Rest
BOEING
BOEING 727 FOKKER AIRBUS AIRBUS
737-400 ATR 72
100 A340-300 A320-200
Seat
Crew Seat Crew Seat Crew Seat Crew Seat Crew Crew Seat
CAP --- CAP --- CAP --- CAP --- CAP --- CAP ---
F/O --- F/O --- F/O --- F/O --- F/O --- F/O ---
F/E --- --- F/A 1C F/A 16A F/A --- F/A 7C
F/A 1C F/A --- F/A 14D F/M 16B F/M 18A F/M 7A
F/A 16C F/A --- F/M 1E F/D 16C F/M 18C F/D 7B
F/A 18D F/A --- F/D 1D F/D 18K
F/M 1F F/M 1F
F/D 1E F/D 1D
Note: No seat shall be blocked for crew rest on domestic flights.

Crew rest seats shall never be used for seating paying passengers or for IAA staff traveling
with travel facilities. Any requests of the kind shall not be agreed to, not even in order to
solve particular situations deriving from "overbooking".
 In case of dispatching crew FOR Duty (DHD) to other city or/other country, first row shall
be blocked for them. (A day before dispatching, a letter will be sent from flight operations
planning dept. for blocking the seats to deputy to commercial and airport services).
 In case of dispatching Augment crew and increasing duty time first row shall be
considered for them. (A day before dispatching, a letter will be sent from flight operations
planning dept. for blocking the seats to deputy to commercial and airport services).
 Particular Seats Should be Allocated to Certain Categories of Passengers
 Families
 Families shall be allocated contiguous seats. Should this not be possible, seats
in the same Cabin area should at least be allocated.

Part: 1
Issue: 05
Rev: 01
 Ladies Traveling Alone

 Ladies who travel alone shall be allocated contiguous seats.
 VIP Passengers
 Preferably allocate the following seats:
o Of the side rows;
o With an excellent view of the screen;
o Far from service areas (galley and toilets).
 UMNR
 PRM MEDA
 PRM NON MEDA
 Passengers with Industry Discount tickets
Note: passenger with reduced mobility, as well as their escort, shall be assigned specific
seats which will facilitate boarding and disembarkation and will minimize inconvenience to
the disabled passenger and maximize the scope for cabin crew assistance. Passenger with
reduced mobility shall not be allocated, neither occupied, seats where their presence could
impede the emergency evacuation of the airplane or impeded crew in their duties.
1.7.1.6.4 Passenger Requiring Two Seats (Extra Seat)

 Passenger may request an additional seat for their comfort (due to reasons such as
health conditions), and also they may carry their valuable or fragile items, musical
instruments and diplomatic baggage on board within the terms of IAA.
 This type of luggage has to be accompanied by a passenger and reservation and
payment is required for this additional seat.
 Additional seat cannot be allocated for baggage items such as clothes, food etc.
 Additional seat can be allocated only for one item.
 Valuable or fragile items, musical instruments or diplomatic baggage have to be
accompanied by a passenger; Maximum weight is 10 kg for such items.
 Additional seat has to be booked and paid for at the time of passenger's booking
 Passenger requiring the use of two seats:
 Shall have two flight coupons. And two boarding cards or one boarding card
bearing two seats for each segment. Counted as two for departure and arrival
counts.
 Should be seated near a floor level exit but not at exit seat.

Part: 1
Issue: 05
Rev: 01
Note: The additional charge for a second seat requested by passenger shall not be less
than the applicable fare paid by the passenger for the first seat.
1.7.1.6.5 Jump Seat

Request for jump seat is only accepted from passengers employed in IAA airlines.
Jump seat shall be requested latest at the gate.
Revenue passenger normally not permitted to seat on jump seat.
1.7.1.7 Passenger Acceptance

1.7.1.7.1 Requirements for Passenger Acceptance
Certain categories of passengers may be refused travel at the IAA’s discretion.
1.7.1.7.2 Acceptance or Pre-Boarding Handling of Passengers that Requiring Special

Handling
Following procedures shall be taken into consideration for acceptance or pre-boarding
handling of passengers that requiring special handling or refusal to accept certain categories
of passengers:
1.7.1.7.2.1 Intoxicated/ Abusive Passenger

Intoxicated/Abusive Passenger shall berefused to accept at check-in and, upon discovery
after check-in shall be refused to board the aircraft.
1.7.1.7.2.2 Disabled Passenger/ Passenger with Reduced Mobility

1.7.1.7.2.2.1 Definitions
 PRM passengers are those passengers whose mobility is reduced due to physical
disability (locomotory or sensory or) intellectual impairment, age, illness, or any other
causes of disability and who needs some degree of special accommodation or
assistance over and above that provided to other passengers. This requirement will
become apparent from special requests made by the passengers and/ or industry their
family or by the medical authority, reported by airline personnel or industry associated
persons (Travel agent, etc.). The level of assistance required by the airport and/or the
IAA is very depending on the deferent needs that people have when traveling by air.
 And also passengers with reduced mobility may include small children, elderly people,
people who have sustained injuries.

Part: 1
Issue: 05
Rev: 01
 Appropriately code specific wheelchair requirements based on the passengers specific

needs—WCHC, WCHR, WCHS.
1.7.1.7.2.2.2 Categories
 Passengers with reduced mobility are categorized into various groups distinguished by:
 Passenger requiring special assistance
 Medical case.
These are identified in IAA message by AIRIMP codes.
1.7.1.7.2.2.3 Acceptance
1.7.1.7.2.2.3.1 General
In case of interline carriage members participating in the transportation shall be specifically
agreed to participate in the carriage of such passenger.
1.7.1.7.2.2.3.2 Exceptions
 IAA refuse to carry or continue to carry person:
 Whose carriage because of their physical or medical conditions, on the basis of
established facts, could pose a threat to the safety of other passengers and their
property, the aircraft or crew, and/ or
 Who refuse to, or do not submit themselves to the specific conditions of carriage to
meet safety requirements established by international, Iran law.
 IAA refuse to engage in interline transactions for carriage, or commence/ continue
interline transportation of disabled person:
 Whose conduct, status, mental or physical condition is determined to be such as to
render them incapable of assisting in their evacuation of the aircraft (e.g. persons
traveling in a stretcher or incubator, persons with sever mobility impairment, persons
with sever hearing and vision impairment) unless they are accompanied by the escort
who will be responsible for them and their needs on enplaning and deplaning during
flight, and during emergency evacuation,
 Who may be a source of infection, in the case of certain disease of public health
significance.
 Whose carriage, even with the implementation of special precautions, might cause
unusual hazard or risk to themselves or other persons and property,

Part: 1
Issue: 05
Rev: 01
 Who cannot use the standard IAA seat, either in a sitting nor reclining position, e.g.
stretcher case, for the class of service desired.
1.7.1.7.2.2.4 Passengers with Visual or Hearing Impairments

Passengers who identify themselves as persons having a visual or hearing impairment shall
provided with access to the same information provided to other passengers.
It shall be ensured that accurate SSR codes and any other relevant information are recorded
in the DCS and PNR.
1.7.1.7.2.2.5Passenger Requiring Medical Clearance

1.7.1.7.2.2.5.1General
Medical clearance may be required by passengers who appear to have a
communicabledisease or condition that could pose a direct threat to the health and safety of
others on the flight.
 Persons whose medical condition gives reasonable doubt that the individual can
complete the flight safely without requiringextraordinary assistance during flight, e.g.
persons with acute medical conditions as recent heart attack, stroke,
embolism,persons with recent surgery.
 Persons requesting medical treatment during flight, e.g. needing extra oxygen or
other medical treatment like infusions.
For more details refer to part 11 .
1.7.1.7.2.2.5.2Medical Information Form (MEDIF)

The MEDIF is a standard form used to assess passengers requiring assistance.
For more details refer to part 11 .
1.7.1.7.2.2.6Frequent Travelers Medical Card (FREMEC)

Not applicable in IAA.
1.7.1.7.2.2.7Advance Notification
 Passengers shall be asked to advise IAA of their needs at the time of reservation.
 Advance notification is required for the following, subject to IAA acceptance and
approval:
 Passengers traveling on a stretcher.

Part: 1
Issue: 05
Rev: 01
 The use of oxygen on board and the use of a personal portable oxygen
concentrator, ventilator or respirator onboard.
 The carriage of an incubator.
1.7.1.7.2.2.8Seating
MEDA passengers are entitled to the most appropriate seating according to their needs,
including the stowage of on boardmedical devices or equipment.
 Appropriate seating, as per passenger needs, should be assigned to:
 passengers needing extra oxygen on board.
 passengers traveling on a stretcher.
 completely immobile passengers.
 a passenger travelling with a service animal.
 a passenger with a fused or immobilized leg.
 Provide adjacent seating as applicable for:
 a personal care attendant.
 a safety assistant.
 a reader/interpreter in case of a vision or hearing impairment.
 PRM/MEDA and PRM/Non-MEDA may not be seated in emergency exits.
1.7.1.7.2.2.9Request for Assistance without Advanced Notice

If a passenger's special needs were not communicated at the time of booking, or a
passenger is identified as a PRM or potential MEDA case upon departure, take all
reasonable efforts to accommodate the passenger. Ask appropriate questions and record
required codes in the DCS.
1.7.1.7.2.2.10Passengers not Requiring Medical Clearance

1.7.1.7.2.2.10.1General
 Some passengers do not require to provide medical clearance. For example:
 Expectant mothers up to 8 weeks before expected delivery.
 Persons with simple fractures or injuries.
 Persons who are reduced in mobility due to age.
 SSR codes WCHR, WCHS or WCHC provided the condition has remained
unchanged for at least the past six months.
 Persons who are visually or hearing impaired.

Part: 1
Issue: 05
Rev: 01
 Persons with mental health issues.
1.7.1.7.2.2.10.2Handling
Check that additional needs have been communicated via the respective SSR codes and
entered into the DCS and PNR, and verify if escort requirements are fulfilled, if applicable.
1.7.1.7.2.2.11Refusal of PRM's and/or MEDA Cases

1.7.1.7.2.2.11.1General
PRM passenger shall not be refused unless there is a legitimate reason for refusal, as per
IAA policy.
1.7.1.7.2.2.11.2Right of Refusal
A PRM and/or MEDA cases may be refused on the basis of following reasons:
1.7.1.7.2.2.11.3Reasons for Refusal

Passenger shall not be refused unless one of the following reasons is applicablein
accordance with IAA policy:
 The person has such a degree of physical infirmity that the trip would likely result in
complications (e.g. diversion) or death.
 The person requires individual nursing or care during the flight, if not accompanied by
a suitable escort.
 The person who, because of his physical or medical condition, pose a direct threat to
the health or safety of other passengers, their property, the aircraft or crew that
cannot be eliminated by providing additional aid or services or by other means (e.g.
face masks, separate seating).
 The person fails or refuses to submit themselves to the specific conditions of carriage
required by IAA.
 Information is required about the passenger's medical condition (diagnosis) where
the passenger's own physician refuses to disclose such information to the Authorized
Medical Service.
 The person has a communicable disease.

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.2.11.4Handling
In case of refusal of a PRM and/or MEDA case, inform the passenger and explain the
reason for refusal with reference to the General Conditions of Carriage.
Rebook to a later date, and/or make all efforts to accommodate the passenger on the next
possible flight, if applicable, or refund of the ticket.
 Enter all relevant information about the reason for refusal into the PNR or in IAA
report e.g. pax refused[flight/date] d/t lack of safety assistant [SITA address/agent
name].
 Forward the PNR or report to reservation department. Document all details of the
incident and submit as specified by IAA.
Note: For full details about disabled passenger and Passenger with reduced
mobility including check-in, seating, limitations and specialized equipment and
handling refer to part 3.
1.7.1.7.2.3 Unaccompanied Children

1.7.1.7.2.3.1 Definition
 These passengers are unaccompanied minors who are over 5 and under 12 years of
age and are not accompanied by an adult. It means Unaccompanied Minor is a child
between 5 and 12 years old and traveling alone.
 Children between the age of 5 and 12 years will be accepted travel unaccompanied
provided that the parent or guardian both at airport of departure and the airport of
arrival escort the child.
1.7.1.7.2.3.2 Ticketing Procedures

After passenger’s name in the box entitled “Name of Passenger” on the ticket, the word
“UM” (followed by age) shall be added.
1.7.1.7.2.3.2.1 Confirmation of Space (Interline Carriage)

Carriage of Unaccompanied Minors shall be permitted only for immediately continuous
space, all segments of which have been confirmed.
1.7.1.7.2.3.3 General Information

Unaccompanied minors shall never be left on their own.

Part: 1
Issue: 05
Rev: 01
IAA is responsible for unaccompanied minors from the moment they are taken in charge
until the moment they are entrusted to the person delegated. Moreover IAA is responsible
for the safe delivery of the Unaccompanied Minors to the receiving carrier at the transfer
station. (In case of interline carriage)
Therefore, any procedural omission during that period is always attributable to IAA, even if
the omission occurs at the hand of the Handling Agent operating on behalf of IAA.
For transportation of UMNR passengers on the Carriers with whom Iran Aseman
Airlines has an agreement, the Stations shall comply with the instructions sent to
them, time by time.
1.7.1.7.2.3.3.1 Minors Over 5 and Under 12 Years of Age

At the station the UMNR are taken in charge by passenger handling staff who will then
entrust them to the Chief Cabin Attendant.
The UMNR travel under the direct guardianship of the Flight Captain.
On board, the Cabin Crew Supervisor will ensure that constant assistance is given to
UMNR.
In case of a change in flight crew, the Cabin Crew Supervisor shall inform the captain and
the new Cabin Crew Supervisor of the presence of the UMNR on board.
If this is not possible the Cabin Crew Supervisor shall ensure that the UMNR is entrusted
to the station staff, taking note of the name of the station staff member who takes charge
of the UMNR.
The Cabin Crew Supervisor shall note the presence of the UMNR and the assistance
required.
This category of UMNR shall always hold a PNR (Passenger Name Record), which shall
show:
 Confirmed flights to destination, even for interline routes;
 Name of the person accompanying the minor to the airport;
 Name of the person meeting the minor at the station of arrival.
1.7.1.7.2.3.3.2 Minors Over 12 and Under 14 Years of Age

Whenever these minors have been pointed out at the moment of reservation and/or check-in
they shall be assisted both at origin/transit/arrival stations and on board.

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.3.4 Maximum Number of UMNR Allowed on Board

 On Domestic Flights max 4
 On International Flights max 4
Note: No limitations are applied for school parties, sports groups and camps, when there is
at least one escort provided.
1.7.1.7.2.3.5 Max Number Of UM Accepted versus Extra Cabin Crew Required

If the number of UM accepted exceeds four, the necessary coordination with DMD of
operations shall take place.
1.7.1.7.2.3.6 Connection Acceptance Restrictions

• Meet, assist UMNR and collect any travel documents from the cabin crew
• Hand over the UMNR to the cabin crew of the connecting flight
• In case of interline transfer, hand over UMNR to the onward connecting airline agent
• If flight is cancelled at transfer station, UMNR to be accompanied at all times.
1.7.1.7.2.3.7Travel Documents
Tickets and other travel documents,health certificates, passport, visa, etc. of
unaccompanied minors shall be carried in the charge of the cabin staff, when this is not
possible, these documents may be retained by the minor, preferably in a wallet provided by
IAA.
UMNR shall carry the “UMNR” walletcontaining following documents:
 The ticket, which shall bear the UM code followed by the date of birth in the passenger
name box;
 All the required documents (passport, visa, vaccination certificates);
 Where required, the authorization to travel alone, issued by the competent authorities
 Form 1010 "Handling Advice for Unaccompanied Minor", duly filled in and signed by
the Station Manager as follows:
 In two copies for routes on Iran Aseman Airlines flights;
 In several copies for routes with interline connections (one extra copy for each
connection station).

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.3.7.1 Handling Advice Form

In order to give advice to IAA in the carriage and to indemnify it, the Form 1010(Part 24.5)
Handling Advice for Unaccompanied Minor shall be used.
1.7.1.7.2.3.7.1.1 Distribution of handling advice for Unaccompanied Minor

 Distribution of copies of the Form1010 "Handling Advice for Unaccompanied Minor”
shall be as follows:
 First Copy: to be attached to minor’s ticket.
 Second copy: to be kept in originating station.
 In interline carriage at least one copy will be supplied to the other carrier(s) at the
interline transfer point(s)
Note: The station's copy of Handling Advice for Unaccompanied Minor Form" shall be kept
in file at the station or be available from the handling agent for a period of 3 years.
1.7.1.7.2.3.8Check-in
During the time between check-in and boarding and boarding station shall take care of the
supervise the child in such a manner as is necessary and appropriate in view of the child’s
age and degree of maturity with due regard to local circumstances to ensure that the child is
kept safe of any physical and/or psychological damage.
 Check that the UMNR number restrictions are respected;
 Check the documentation contained in the UMNR's folder. If the UMNR does not have
a Form1010, Handling Advice for Unaccompanied Minor :
 Check with the booking office (PNR) that the appropriate procedures have been
carried out;
 Fill in, Handling Advice for Unaccompanied Minor Form, if the procedures have
been carried out correctly;
 Keep the original of Handling advice for Unaccompanied Minor Form for the departure
station files and place the copy in the UMNR folder;
1.7.1.7.2.3.8.1 Automated Stations

At automated stations the Check-In staff/agent shall:
 check-in the UMNR entering the ".INFOUMNR" code
Entering of the code ensures:

Part: 1
Issue: 05
Rev: 01
 the automatic entering of the information in the PSM ( Passenger Service Message)
which, at take-off, will be automatically sent to all stations en-route and to the final
destination station so that all required actions may be taken;
 the automatic entering of the passenger's name into the Special Passenger List
which shall then be delivered to the Flight Captain and to the Cabin Crew
Supervisor;
 That the UMNR code is automatically printed on the boarding pass.
1.7.1.7.2.3.8.2 Non Automated Stations

At non- automated stations the check-in staff/Agent shall:
 send the PSM manually which shall contain :
 name of the passenger;
 code for the category of passenger;
 the passenger's entire flight route , specifying the transit / connection/ destination
station;
 the carriers, the flight numbers and the dates.
 Requests for the necessary assistance or equipment;
- write the UMNR code in the appropriate box on the boarding pass;
- allocate lateral seats of rows near the Cabin Crew service areas;
- never allocate UMNR seats next to exits, including emergency exits;
 hand out the boarding pass.
1.7.1.7.2.3.9Seating
UMNR shall not be assigned a seat in emergency exit rows.
UMs shall be seated in the last rows of the aircraft
1.7.1.7.2.3.10Procedures for Handling Unaccompanied Minors

 The handling advice/declaration form shall be completed ensuring the responsible
adult has signed authorization and provided proof of identity.
 Copies shall be distributed and kept as required.
 It shall be ensured that the correct remarks and SSR codes are in the check-in
record.
 Handling feeshall be applied where applicable.

Part: 1
Issue: 05
Rev: 01
 The responsible adult shall be informed to remain at the airport until the aircraft is
airborne.
 UMNR shall not be unsupervised until handed over to the cabin Crew.
 Responsible adult shall be advised / released once flight is airborne.
1.7.1.7.2.3.11Transfer Station Procedure

 Meet, assist UMNR and collect any travel documents from the cabin crew.
 Hand over the UMNR to the cabin crew of the connecting flight.
 In case of interline transfer, hand over UMNR to the onward connecting airline agent.
 If flight is cancelled at transfer station, UMNR to be accompanied at all times.
1.7.1.7.2.3.12Arrival Station Procedure

 Meet, assist UMNR and collect any travel documents from the cabin crew.
 Complete the handling advice/declaration form for airline staff responsible.
 Where applicable, ensure baggage of UMNR is collected.
 Hand over the UMNR only to the designated adult noted on the handling advice after
verifying the identity of this person and having received his signature for receipt of
the UMNR.
1.7.1.7.2.4 Infants
 A person who has not reached his or her second birthday as of the date of
commencement of travel. (Under 2 years).
 An infant must be older than 48 hours
1.7.1.7.2.4.2 Ticket Conditions

1.7.1.7.2.4.2.1 General
A separate ticket and boarding pass (without seat number) shall be issued for each infant.
1.7.1.7.2.4.2.2 Infant Statues Reservation Box

NS (infant not occupying a seat) in the case of infants not occupying seats as provided in
applicable tariff rules, this code shall be shown in the “status “box of each flight coupon for a
trip so affected.

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.4.2.3 Electronic Ticket

When the infant ET is generated, the infant SSR TKNE data shall be sent to the adult PNR.
1.7.1.7.2.4.3Prevention of Fraudulent Use of Ticket

 To discourage Fraudulent Use of Tickets issued at children's and infant's discounts
/fares, the passenger name shall be followed by:
 The code INF or the word INFANT on tickets issued at infant’s discounts/ fares.
 The code CHD or the word CHILD, optionally followed by age, e.g. CHD 08, on
tickets issued at children’s discounts/ fares.
1.7.1.7.2.4.4Cots in the Cabin-BSCT

Passengers with infants may take their own cot into the cabin, depending on space
availability.
If space is not available the cot shall be carried in the hold.
In the cabin, cots shall always be placed against a fixed and rigid bulkhead.
For transportation of passengers with infant on the Carriers with whom Iran Aseman Airlines
has an agreement, the Stations shall comply with the instructions sent to them, time by time.
1.7.1.7.2.4.5Maximum Number of Infants on Board

 The maximum number of infants allowed per aircraft is limited by the number of
supplemental oxygen masks available on the aircraft.
The maximum number of infants allowed on a flight depends on:
 The number of extra oxygen masks available per each row section on board the
aircraft.
 In each row there is one extra oxygen mask so maximum number of infants
onboard shall be equal to the number of rows in each aircraft excluding
emergency exit rows.
 Infants are considered children and shall be assigned a seat when, during the journey,
they reach the age of 2.
 Each adult passenger is entitled to carry with him/ her only one infant without a separate
seat.
Note: Maximum number of infants on board is equal to the number of rows in each aircraft
excluding emergency exit rows.

Part: 1
Issue: 05
Rev: 01
Note 2: Maximum number of infants on board the Airbus 320 is equal to the number of rows
in aircraft excluding emergency exit rows 12, 14 and also 1, and 30 rows.
Request for extra infant life-jackets shall be sent via Fax/ E-mail/Other available means
message to Technical and Engineering Dept.
Note 3: There is no limitation for infant on board the ATR72, except for EP-ATX.
The number of infant on board the EP-ATX is limited to two in each row of 7, 14 left sides
and 9 right side. Total 6 infants on board.
1.7.1.7.2.4.6Check-in
Check-in staff/agent shall:
 Check that the passenger possesses a valid ticket for the infant, on which the code "INF"
shall appear.
 The Infant ticket is charged at 10 percent of the adult fare for the route and does not
entitle to a seat or to baggage allowance. And also infants don’t occupy individual
seats.
 For journeys to or from the U.S.A. and Canada only, regardless of the class of service,
the Infant ticket entitles to the transportation of:
 One item of registered baggage the total dimensions of which (length, width, and
height) shall not exceed 115 cm and of a weight not exceeding 23 kg.
 Plus a folding pushchair/pram which shall be registered and loaded in the hold.
 Check that passengers with more than one infant hold a valid ticket at 50% of the
standard fare and/or any applicable tariff, for each additional infant, as an adult
passenger may only carry one infant at the 10 percent fare.
 In this case, every additional infant is entitled to a seat and to the baggage allowance.
For example, for a passenger with 2 infants:
 The first infant shall be checked-in as standard;
 The second infant shall be checked-in as Infant with seat, at a CHD fare;
1.7.1.7.2.4.6.1 Automated stations

 At automated stations the check-in agent/staff shall:
 Enter the ".INFOBBML" and/or the ".INFOBSCT" codes in the check-in list.
 Entering of the code ensures:

Part: 1
Issue: 05
Rev: 01
 The automatic entering of the information in the PSM (Passenger Service

Message) which, at takeoff, will be automatically sent to all stations en-route and
to the final destination station so that all required actions may be taken;
 The automatic entering of the passenger's name into the Special Passenger List
which shall be delivered to the Flight Captain and to the Cabin Crew Supervisor;
 That the BBML of BSCT codes are automatically printed on the boarding pass.

At non- automated stations the check-in staff/agent shall:
 Send the PSM manually which shall contain:
 Name of the passenger;
 Code for the category of passenger;
 The passenger's entire flight route, specifying the transit/connection/destination
stations;
 The carriers, the flight numbers and the dates;
 Requests for the necessary assistance or equipment;
 Write the BBML or BSCT codes in the appropriate box on the boarding pass.
 Allocate seats as specified in part 4.6 on "Seat Allocation";
 Hand out the boarding pass.
1.7.1.7.2.4.7Seat Allocation and Restrictions

 An infant shall be placed on the lap of the adult passenger; therefore only one infant
can accompany one adult unless a separate seat has been booked for the second
infant.
 Each adult passenger is entitled to carry with him/ her only one infant without a
separate seat.
Each adult passenger is allowed to carry with him/her no more than two infants - one
without a separate place, and the second on a single seat, payment for such
transportation is in accordance with the rules of the child fare (CHD).
 Passengers with infants shall always be allocated seats with the following
characteristics:
 If the infant is in a cot, a seat in front of the fixed and rigid bulkheads and the cot
shall be positioned against the bulkhead;

Part: 1
Issue: 05
Rev: 01
 Seats provided with extra oxygen masks (one extra oxygen mask available per
each row section);
 Seats not next to the exits, including emergency exits.
1.7.1.7.2.4.8Deterioration of Health or Other Adverse Effects

In the case of deterioration of health or other adverse effects of infants during their air
transportation or ground transportation within the airport, full responsibility lies with assigned
adults.
Note: For transportation of children born before the natural term, parents or accompanying
adults shall present a medical certificate (MEDIF) for each child, which confirms the
possibility of child transportation by air.
1.7.1.7.2.5 Stretcher
1.7.1.7.2.5.1 Stretcher-Bound MEDA Passengers (STCR)
STCR, or STCR / OXYG, passengers are those passengers who are unable to travel sitting
up and who may require access to a bed at any given moment during the flight, even if not
for the whole duration.

STCR service must be requested at the moment of booking, air transportation of stretcher
bound passengers requires certain procedures to be carried out , both owing to the possible
consequences of the journey on their health and in order to prepare special equipment
which will guarantee them maximum assistance and safety.
STCR or STCR / OXYG passengers must always have escort.
The escort is a person able to assist the STCR or STCR/ OXYG passenger during the
stages of the journey and in the event of emergency evacuation of the aircraft.
Only 1 STCR or STCR / OXYG passenger per flight may be transported on those aircraft of
the Iran Aseman Airlines fleet on which the stretcher equipment may be installed.
For transportation of PRM passengers on the carriers who have an agreement with Iran
Aseman Airlines, the Stations must comply with the instructions sent to them, time by
time.

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.5.4 Medical Information Form (MEDIF)

STCR, or STCR / OXYG, passengers must possess a fully complied "MEDIF" medical
information from which must be signed both by the passenger and his/her doctor, or by a
doctor appointed by IAA.
The MEDIF shall not be filled in prior to 3 days for international and 2 days for domestic
flight before departure.
1.7.1.7.2.5.5 Supplement for Stretcher Service

STCR, or STCR / OXYG, passengers are charged a stretcher service supplement payable
by issue of an MCO. The supplement is equal to three times the full Economy Class fare for
the legs of the flight on which the service is used.
1.7.1.7.2.5.6 Booking
The STCR, or STCR / OXYG, service, are available only on certain types of Carrier aircraft
and, in any case, always in Economy Class.
The passenger must require the STCR, or STCR /OXYG, service at the moment of booking,
which should then be confirmed both for the STCR, or STCR /OXYG, passenger and for
his/her escort.
STCR, or STCR/ OXYG, passengers must always have escort,
If the STCR, or STCR/OXYG, passenger and his / her escort are traveling at a reduced fare,
the reduction must be such that it always allows their seats to be booked.
For interline flights, always check that the other Carriers have agreed to transport the
STCR, or STCR/ OXYG, passenger and his / her escort before confirming the booking.
1.7.1.7.2.5.7 Bodies Managing the Stretcher Service

The stretcher service is managed by following departments who arrange for the stretchers to
be sent to all the stations of the Iran Aseman Airlines Group:
Airport Services Dept., Central Station, Technical and Engineering Dept., Operation Dept.
1.7.1.7.2.5.8 Flight Pre-coordination

Staff at the station of origin /transit /connection should identify STCR, or STCR/OXYG,
passengers on the ML List (Multi Selection List), by flight/date/leg, so that the following
procedures may be applied in good time:

Part: 1
Issue: 05
Rev: 01
 Reduction of the number of seats on offer on the flight concerned in consideration of the
seats to be occupied by the STCR, or STCR /OXYG stretcher and by the seat for the
person accompanying the passenger;
1.7.1.7.2.5.9 Check-in
The STCR passenger is entitled to a double Economy Class free baggage allowance for the
legs concerned. The check-in staff/agent must:
 Verify that the passenger possesses a MEDIF form and that the form is correctly filled in
all its parts and signed both by the passenger and by their doctor, or by a doctor
appointed by IAA.
Also ensure that a copy of the MEDIF form is attached to the ticket cover.
The MEDIF must not be filled in prior to 3 days for international and 2 days for domestic
flights before departure
Or
 Check the validity of the FREMEC card and send all the data given in the shaded
boxes to the carriers concerned in the journey, using the first page of the MEDIF form
to request any specific services.
 Check that the following codes have been entered on the STCR, or STCR / OXYG,
passenger's ticket:
 SP (Special Passenger) in the "Passenger Name" box;
 STCR or STCR/OXYG in the "Restrictions /Endorsements "box.
 Request the MCO voucher for supplement paid and attach it to the flight coupon;
 Check that the special equipment requested on the MEDIF has been provided;
At automated stations the check may be carried out in the OSI or Remarks fields of the
PNR;
 Check-in the passenger entering the .INFOSTCR or the .INFOSTCR/OXYG code
depending on the case.
Message ) which , at takeoff, will be automatically sent to all stations en-route and
to the final destination station so that all required actions may be taken ;
 The automatic entering of the passengers name into the special passenger list
which must then be delivered to the Flight Captain and to the Cabin Crew
Supervisor;

Part: 1
Issue: 05
Rev: 01
 That the STCR, or STCR/OXYG, code are automatically printed on the boarding
pass.
 At non-automated stations the check-in staff/agent must send the PSM manually and
the Telex/Fax/E-mail/Other available means must contain:
 Name of the passenger
 Code for the category of the passenger
 The passenger's entire flight route , specifying the transit/connection stations;
 Requests for the necessary assistance or equipment.
 write the STCR, or STCR / OXYG, code in the appropriate box on the boarding pass;
 Inform the Flight Purser attendant of the presence on board of the STCR, or STCR
/OXYG, passenger;
 Inform the captain sufficiently in advance of the presence on board of the STCR, or
STCR/OXYG passenger;
 Allocate the seats
 Hand out the boarding pass.
1.7.1.7.2.5.10 Restrictions and Seat Allocation

The escort must be allocated next to the STCR, or STCR/OXYG, passenger seats must be
allocated according to the type of aircraft.
Only one STCR or STCR / OXYG passenger per flight may be transported on those aircraft
of the Iran Aseman Airlines fleet on which the stretcher equipment may be installed.
Except in Airbus 340-300, on which two STCRs may be transported.
Note 1: Smoking is strictly forbidden not only during flight but specifically also during oxygen
supply.
Note 2: Due operative reasons above service may be limited for some flights; the
availability of such service is managed by airport services dept., technical and
engineering Dept. and operation Dept.

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.6 Deportee
 A person who had legally been admitted to a country by its authorities or who had
entered a country illegally, and who at some later time is formally ordered by the
authorities to be removed from that country; it means Deportee passengers are
passengers who have been expelled or transferred from a country on decision of the
local Authorities, or passengers whose extradition has been requested by the
Authorities of another country.
In general DEPO is used to designate a deportee:
 That was formally ordered by the authorities to leave that State.
 Who is under arrest who has to be transported to another State for legal reasons.
 Who has applied for asylum and is transferred to the state responsible for the
application.
 described by the term “Dublin Convention” as reasons for transportation
 States, when making arrangements with an IAA for the removal of a deportee, shall
make available the following information as soon as possible, but in any case not later
than 24 hours before the scheduled time of departure of the flight:
 A copy of the deportation order, if legislation of the Contracting State allows for it;
 A risk assessment by the State and/or any other pertinent information that would
help the IAA assess the risk to the security of the flight; and
 The names and nationalities of any escorts.
Note: In order to ensure coordination of facilitation and security standards, attention is drawn
to the applicable provisions of ICAO Annex 17, Chapter 4.
 States, in making arrangements for the removal of a deportee to a destination State,
shall use direct non-stop flights whenever practicable.
 States, when presenting a deportee for removal, shall ensure that all official travel
documentation required by any transit and/or destination State is provided to IAA.
 State shall admit into its territory its nationals who have been deported from another
State.
 State shall give special consideration to the admission of a person, deported from
another State, who holds evidence of valid and authorized residence within its territory.
 States, when determining that a deportee shall be escorted and the itinerary involves a
transit stop in an intermediate State, shall ensure that the escort(s) remains.

Part: 1
Issue: 05
Rev: 01
1.7.1.7.2.6.2 Category of Deportees

 Unaccompanied deportees (DEPU)
A deportee who is escorted by security escorts during flight.
 Accompanied deportees (DEPA)
A deportee who is not escorted by security escorts during flight.
Note: The responsibility for deportees lies fully with the state(s) concerned.
Deportees will be accepted for carriage only on request of an Authority and upon operating
airline approval.

 The responsibility for carriage of such passengers lies entirely with the above -
mentioned Authorities.
 These passengers travel with a standard flight ticket and may, in some cases, travel
under police escort.
 The presence of a deportee is reported to the station directly by the local Authorities.
 IAA may deny boarding DEPOs when it is considered that their presence on board
could represent a danger to the safety of the flight and of other passengers.
 Deportee who need to be handcuffed, manacled or gagged may not be accepted;
 Deportees shall be boarded prior to the other passengers and as discreetly as
possible;
 If the deportee physically resists boarding the airplane or behave in a manner requiring
physical restraints, he shall be refused by the station ;
 In special cases, deportees may be seated behind a curtain for their own protection
and integrity. In these situation two guards are necessary:
 The first guard stays with the deportee
 The second guard shall safeguard the curtained area against unauthorized
access.
Note: Potentially dangerous passengers are not accepted for flights that carry a group of
children or VIP persons.
 Deported (category DEPA) and criminal persons in custody are accepted for
transportation under the following conditions:

Part: 1
Issue: 05
Rev: 01
 transportation is coordinated with the competent authorities of departure and

arrival countries
 IAA at least 72 hours prior to departure are advised in writing about the date and
route of transportation, escort terms, the level of risk persons / escorted person
and the list of officials who will escort deportees / persons
 Transportation is not connected with a transfer
 All necessary admission documents for transportation are presented
 Deported (category DEPA), who are accompanied are transported in groups of no
more than two persons per flight. Only employees who have skills of such work may
escort the deported passengers.
 Criminal persons in custody can be accepted for the same flight in number:
 Arrested - no more than two persons;
 Arrested and dangerous not more than one person per flight.
 Each person in custody must be accompanied by at least two security guards
(employees of the agency which performs police functions).
1.7.1.7.2.6.5 Check-in
The check-in staff/agent shall:
 Check that the " DEPA " ( accompanied deportee ) or " DEPU " ( unaccompanied
deportee ) code appears in the "Name of Passenger" box on the ticket;

At automated stations the check-in staff/agent shall:
 Enter the ".INFODEPO" code in the check-in list.
Entering of the code will ensure:
Message) which, at takeoff, will be automatically sent to all stations en route and
 The automatic inclusion of the passenger's name in the Special Passenger List,
Supervisor;
 That the DEPO code is automatically printed on the boarding pass.

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At non-automated stations the check-in staff/agent shall:
 Send the PSM manually and the Sitatex/Fax/E-mail/Other available means message
shall contain:
 The passenger's entire flight route, specifying the transit/connection/ destination
stations;
 The Carriers, the flight numbers and the dates;
 Write the DEPO code in the specific box on the boarding pass;
1.7.1.7.2.6.6 DEPO Passengers' Documents Entrusted to the Crew

Upon request of the Authorities, the passenger's identification documents shall be delivered
to the boarding attendant who shall entrust them to the flight crew.
IAA is in no way responsible for the temporary custody of such documents.
In these cases the station shall:
 Check whether the documents shall be returned to the passenger upon arrival at
destination or whether they shall be handed-in directly to the authorities of the
country of destination;
 Advise the boarding attendants so that they may inform the flight crew.
1.7.1.7.2.6.7 Seating
 The seats reserved for this category of passenger in the aircraft are limited to the last
row of the economic class cabin ; not directly adjacent to exits
 If possible, potentially dangerous passengers must be separated from other
passengers by one or more rows of free seats.
1.7.1.7.2.6.8 Messages
 The station shall send Sitatex/ Fax/E-mail/Other available means message to:
 The transit, connection and destination station , Security Dept. and Airport
Services Dept. ;
 Any Carriers concerned in the transportation of the passenger.

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 The Sitatex /Fax/E-mail/Other available means message shall contain:

 The "PAX DEPO" code;
 The passengers name and address;
 The reasons why the passenger was expelled from the country, whenever
possible;
 The passenger's entire route, specifying the connection stations, Carriers, flight
numbers and their respective dates;
 Any special requests (hotel accommodation en-route, etc).
1.7.1.7.2.6.9 DEPO Passengers' Documents Entrusted to the Crew

Upon request of the Authorities, the passenger's identification documents shall be delivered
to the boarding attendant who shall entrust them to the flight crew.
IAA is in no way responsible for the temporary custody of such documents.
In these cases the station shall:
 Check whether the documents shall be returned to the passenger upon arrival at
destination or whether they shall be handed-in directly to the authorities of the
country of destination;
 Advise the boarding attendants so that they may inform the flight crew.
1.7.1.7.2.7 Inadmissible Passenger

A passenger who is refused admission to a country by authorities of such country, or who is
refused onward carriage by a member or government authority at a point of transfer, due to
lack of visa, expired passport, etc.; it means These are passengers who are denied entry by
the Authorities of the State of destination or of stopover, for whatever reason, even if they
hold a valid visa.
1.7.1.7.2.7.1.1 Unaccompanied or Accompanied Travel

In general, INADs travel without being accompanied.
 INADs need to be accompanied if:
 The INAD physically resists carriage.
 He has already been denied transportation by another airline.
 There is any sign he might endanger the safety of the flight or passengers.
 For the above reasons, unaccompanied INADs may also be refused at any stage.

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Rev: 01
1.7.1.7.2.7.2 General Conditions

 States shall without delay notify IAA, confirming this as soon as possible in writing, when a
person is found inadmissible. After such acceptance the public authorities concerned shall
be responsible for the custody and care of passenger and crew members until they are
admitted or found inadmissible.
Note: Written notification can be either in paper form or in electronic form, such as e-mail.
In case of inadmissible passenger, the commander shall be informed about where they are
seated, number of the passengers
 States through their public authorities shall consult the IAA on the time-frame for removal
of the person found inadmissible, in order to allow IAA a reasonable amount of time during
which to effect the person’s removal via its own services or to make alternative removal
arrangements.
Note: Nothing in this provision is to be construed so as to allow the return of a person

seeking asylum in the territory of a Contracting State, to a country where his life or freedom
would be threatened on account of his race, religion, nationality, membership in a particular
social group or political opinion.
 States shall ensure that a removal order is issued to IAA in respect of a person found
inadmissible. The removal order shall include, if known, the name, age, gender and
citizenship of the person in question.
 IAA is responsible for the cost of custody and care of an improperly documented person
from the moment that person is found inadmissible and returned to the IAA for removal
from the State.
 The State shall be responsible for the cost of custody and care of all other categories of
inadmissible persons, including persons not admitted due to document problems beyond
the expertise of IAA or for reasons other than improper documents, from the moment these
persons are found inadmissible until they are returned to IAA for removal from the State.
 When a person is found inadmissible and is returned to the IAA for transport away from the
territory of the State, IAA shall not be precluded from recovering from such person any
transportation costs involved in his removal.
 IAA shall remove the inadmissible person to:
 The point where he commenced his journey; or

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 To any place where he is admissible.

 States shall consult with the IAA regarding the most practicable place to which the
inadmissible person is to be removed.
 A State shall accept for examination a person removed from a State where he was found
inadmissible, if this person commenced his journey from its territory.
 State shall not return such a person to the country where he was earlier found
inadmissible.
 States shall not fine IAA in the event that arriving and in-transit persons are found to be
improperly documented where IAA can demonstrate that they have taken adequate
precautions to ensure that fraudulent, falsified or counterfeit travel documents fraudulent,
falsified or counterfeit travel documents fraudulent, falsified or counterfeit travel documents
fraudulent, falsified or counterfeit travel documents these persons had complied with the
documentary requirements for entry into the receiving State.
 States shall not prevent the departure of IAA pending a determination of admissibility of
any of its arriving passengers.
Note: An exception to this provision could be made in the case of infrequent flights or if the
Contracting State had reason to believe that there might be an irregularly high number of
inadmissible persons on a specific flight.

The station shall keep constantly updated concerning the documents required for entry in
the various Countries:
 By consulting the TIM-Travel Information Manual- or the TIMATIC automatic system;
 By maintaining continuous contact with IAA Safety and Quality Assurance Department.
States that have reason to believe that an inadmissible person might offer resistance to his
removal shall inform the IAA concerned as far in advance as possible of scheduled
departure so that the IAA can take precautions to ensure the security of the flight, if the
Authorities have not already communicated the reasons, the station shall ask local
Authorities for the denied entry.
This information is necessary as the station shall always state the non-responsibility of IAA
to the local Authorities when the reasons for denied entry are outside IAA control:
e.g.: insufficient means of livelihood, forgery of the passenger's documents which is not
easily detectable, political reasons, etc.

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This will create the basis for contesting any penalties, fines or other costs imposed on IAA
by the local Authorities.
 Some countries, in fact, do impose sanctions against Carriers in cases of negligence in
the checking of passenger documents.
 In the event of particularly serious situations which may cause local Authorities to deny
authorization to take off,
Or
 In the event of illegal interference of the local Authorities (e.g.: unauthorized
inspections on board, etc.), the station shall request the intervention, through the
local Representative, of the Iranian Consular Authorities, informing Iran Aseman
Airlines Security Dept. and Airport Services Dept. via Sitatex /Fax/E-mail/Other
available means message:
A detailed report of the events shall later be sent to:
 The Manager in charge of stations abroad
 The Manager in charge of Iranian stations THRKKEP
 The Security Service THRSDEP
1.7.1.7.2.7.4 Re-routing of INAD Passengers

 If a passenger arriving on the flight of IAA is declared INAD by the local Immigration
Authorities IAA, as provided in Annex 9 of the ICAO Standard, is responsible for:
 The immediate re-routing of that passenger back to the station of departure,
Or
 The immediate re-routing of that passenger to a country where he/she will be
allowed entry.
 The station shall agree the re-routing of the passenger with the local Authorities, also
taking into consideration any continuing flights.
 When there is more than one INAD passenger the station shall agree a re-routing
program with the local Authorities, boarding the INAD passengers on different flights.
 The INAD passenger may travel accompanied or unaccompanied.
 The station shall immediately inform the Captain of the flight concerned, through the
appropriate station documentation, of the presence of the INAD passenger on board.
1.7.1.7.2.7.5 Check-in

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 Check the tickets validity or issue a new ticket.

Should it be impossible for IAA responsible for the re-routing to re-issue the ticket, all other
Carriers are under obligation to do so when requested by the local Authorities;
 Retrieve any baggage belonging to the passenger and re-tag it for the new destination;

 At automated stations, enter the ".INFOINAD" code in the check-in list.
Entering of the code will ensure:
 the automatic entering of the information in the PSM ( Passenger Service
Message) which, at takeoff, will be automatically sent to all stations en-route and
to the final destination station, so that all required actions may be taken;
 the automatic inclusion of the passenger's name in the Special Passenger List,
which then shall be delivered to the Flight Captain and to the Cabin Crew
Supervisor;
 That the INAD code is automatically printed on the boarding pass.
1.7.1.7.2.7.5.2 Non-automated Stations

 Send the PSM manually and the Sitatex /Fax/E-mail/Other available means message
shall contain:
 The passenger's entire flight route, specifying the transit/ connection/ destination
stations;
 Write the INAD code in the specific box on the boarding pass.
 report the INAD to flight purser;
 Re-route the passenger to the original departure station, when the passenger
possesses valid papers for that route as provided in the TIM, on flights of the same
Carriers who participated in the outbound journey.
 Should this not be possible, re-route the passengers to his/her country of citizenship
(informing the local Authorities of the fact), on the cheapest route, using where possible
the same carriers involved in the outbound journey as:

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 The Carriers involved in the outbound journey are proportionally responsible for the re-
routing journey;
 Carriers which were not involved in the outbound journey but which are used for the
re-routing journey are entitled to receive full payment for the route covered by their
services.
1.7.1.7.2.7.6 INAD Information for the Data Bank

 The station shall also send Sitatex /Fax/E-mail/Other available means message to
station of transit/connection/ destination, and a copy to Security Service THRSDEP,
and the Telex/Fax/E-mail/Other available means message shall contain the following
data in the order shown:
 "INAD" code;
 station/ flight/ date/ arrival;
 passenger's name/ nationality;
 complete route (always specify station of origin of the journey);
 reasons for denied entry, if possible;
 IATA code of the agency that issued the ticket (if known);
 OSI.
This will allow:
 The creating of a Data Bank;
 Detection of the most critical areas;
 The activation of any corrective measures.
1.7.1.7.2.7.7 INAD's Personal Documents Entrusted to the Flight Crew

If requested by the Authorities, the check-in staff/agent shall deliver the INAD passengers'
identification documents to the boarding attendant so that they may be entrusted to the
Flight Crew.
In this case the station shall:
 Check whether the documents shall be returned to the INAD just before disembarkation
at the transit/ connection/ final destination stations or whether they shall be handed- in
to the local Authorities of the stations concerned in the re-routing journey;
 Communicate this information to the Boarding Attendant who, in turn, will inform the
Flight Crew;

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 Send a Sitatex /Fax/E-mail/Other available means message with the information to the
transit/ connection/ destination stations.
IAA is in no way responsible for the temporary custody of the above-mentioned

documents.
When local Authorities do not entrust the INAD passengers' identification documents to IAA,
the station shall:
 Request a "Substitution Declaration" from the local Authorities, as provided by the
regulations in Annex 9 of the ICAO, where applicable, testifying to the collection of the
INAD's travel documents;
 Deliver this documentation to the Boarding Attendant who will deliver it to the crew of
the re-routing flight.
 This documentation shall be collected by the station of transit/connection and/or
destination, which will have been informed in advance via Sitatex /Fax/E-mail/Other
available means message, in order for the necessary information to be communicated
to the local Authorities of the stations concerned in the re-routing journey.
 If the INAD Passenger Hands-in the Original Ticket,the station shall:
 Use the return coupon as an "Involuntary Rerouting Coupon";
 Collect the coupons for the continuation flights in order to totally or partially
finance the return ticket, issue an MCO when the value of the continuation flight
coupons is higher than the value of the return ticket.
Should the value of the collected coupons be inferior to the value of the return ticket, carry
out the procedures shown in Part 12.8 for the possible refund of the fare difference.
If the INAD Passenger does not Possess the Original Ticket:
The station shall search for the ticket data through PNR, by contacting the station of origin
and Control Reservation Center, if necessary:
 In case of positive search results, the station shall issue a new ticket on a "Lost" basis;
 In case the search should prove negative, the station shall:
 Issue a YINAD00 ticket when the return journey is carried out entirely on EP flights;
 Issue a minimum fare one way ticket for the return journey when the journey is carried
out on flights of Carriers other than IAA.
1.7.1.7.2.7.8 Possible Action for Obtaining Fare Difference Refund

In case the passenger owes for the fare difference of a ticket,

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Or
Following issue of a "CHARGE COLLECT" ticket, and for any sojourn expenses paid by the
IAA on behalf of the passenger, the station shall send another Sitatex /Fax/E-mail/Other
available means message addressed to:
 The destination station , and a copy to Airport Services Dept. when the last leg of the
route is flown on an Iran Aseman Airlines flight;
 The KK of the involved Carrier, with a copy to Airport Services Dept., if the last leg of
the route is flown with another Carrier.
The message shall contain:
 The passenger's name and his/her address in the country of destination;
 The "PAX INAD" code;
 The amount to be collected (ticket fare plus and expenses), preceded by the words
"CHARGE COLLECT";
 The type and number of the re-routing ticket and the complete route, specifying
any transit/connection stations, the carriers, the flight numbers and the relative
dates.
1.7.1.7.2.7.9 Seating
 This kind of passenger shall always be seated:
 At special location at the rear of the cabin.
 On the first seat from aisle
 Not at the emergency exits or in the first seat row in front or behind of an exit row.
1.7.1.7.2.7.10 Refusal
 If an INAD resists transportation or gives rise to the assumption that he/she will be the
source of annoyance to other passengers or crew members, then only accept him/her
according to the Procedure for DEPA.
 Refuse the carriage of deportees or inadmissible passengers if they are likely to:
 Involve any risk to the safety of the flight.
 Involve any hazard or risk to himself, other passengers or crew members.
 Cause discomfort or make himself objectionable to other passengers.
 Require special assistance from ground or in-flight staff.

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1.7.1.7.2.8 Passenger in Custody

1.7.1.7.2.8.1 Arrangement
Before the transportation, IAA must be provided with all information concerning potentially
dangerous passengers on the flight that are forced to use air transportation. When escorted
persons are carried on board the appropriate entries must be made in the relevant documents.
Potentially dangerous passengers are not accepted for flights that carry a group of children or
VIP persons.
 Criminal persons in custody are accepted for transportation under the following conditions:
- Transportation shall be coordinated with the competent authorities of departure and
arrival countries.
- IAA at least 72 hours prior to departure shall be advised in writing about the date
and route of transportation, escort terms, the level of risk persons/ escorted person
and the list of officials who will escort persons in custody.
- All necessary admission documents for transportation shall be presented.
1.7.1.7.2.8.3 Seating
Each passenger (except infants not occupying a separate seat) is assigned an individual
seat number per flight.
Check-in staff shall allocate seating for special categories of passengers in accordance with
operating airline policy.
The acceptance of passengers on the waitlist is based on booking status
1.7.1.7.2.8.3.1Exit Row Seating

Passengers occupying emergency exit row seating shall be able-bodied.
Occupancy of emergency exit rows is restricted in accordance with operating airline policy
and host state requirements.
1.7.1.7.2.9 Unruly Passengers

1.7.1.7.2.9.1 General Conditions of Passenger Carriage
For flight safety reasons carriers may refuse carriage or onward carriage of any unruly
passengers and/or those who appear by manner or physical indications, to be under the
influence of alcohol or drugs. This includes prevention of any violation of applicable law,
regulations or order of any state or country to be flown from, into or over.

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1.7.1.7.2.9.2 Handling Unruly Passengers during Check-In or Boarding

Any unruly passenger behavior observed at check-in, in the lounge, or at the boarding gate
shall be reported to the supervisor, and baggage of such passengers shall be put on standby
1.7.1.7.2.9.3 If Unruly Passenger is Denied Carriage

 Offload the passenger in the DCS and offload his baggage.
 Document the case in the airport or IAA report, with details of the passenger's condition
(e.g. intoxicated, general abuse, etc.).
1.7.1.7.2.9.4 If Unruly Passenger is Accepted for Travel

 Inform Pilot-in-Command and the senior cabin crew member.
 Document the case in the airport or IAA report with details of the passenger's condition.
 Report the incident to the passenger services department and the onward airport.
1.7.1.7.2.10 Passengers Requiring Assistance

1.7.1.7.2.10.1 General
For passengers with disabilities and those requiring or requesting assistance following shall
be take into consideration:
 Ask the passenger what assistance they require and how you can help them.
 Discuss the most appropriate seating based on their individual needs and the aircraft
specifications, even if seats have already been pre-assigned.
 Advise passengers what services and assistance are available based on their needs.
 Advise the passenger of IAA equipment such as on board wheelchairs, accessible
lavatories.
 Provide information to passengers in alternate formats upon request.
 Ensure accurate SSR codes and any other relevant information are recorded in the
DCS and PNR.
1.7.1.7.2.10.2 Passenger with Injuries or Illness

 Check-in shall be denied if passenger shows visible signs of disease or illness or
who by their appearance behavior or kind of nursing required, are likely to cause
distress to the passengers.
 Following particular cases are subject to prior medical clearance:
 Passenger who suffers from any disease which is believed to be contagious and
passenger who due to an illness may have a behavior or physical appearance that

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can become a source of discomfort to other passenger or who might be a risk to the
other passengers or to the safety of crew and passengers are subject to prior
medical clearance:
Note: Persons with simple fractures or injuries does not require Medical Clearance.
1.7.1.7.3 Groups
1.7.1.7.3.1 General
A group is defined as a party of at least 09 passengers (not including infants), travelling
together.
1.7.1.7.3.2 Check-In
 All passengers shall be checked-in and accepted individually.
 Assign seats together, if requested, respecting any special seating requirements.
 baggage tags shall be issued individually:
 Each piece of baggage shall bear the respective passenger's identification.
 Bag tags for family members travelling together may be issued on one family name.
1.7.1.7.3.3 Non Standard Groups

Unusual groups, excessive weights, or anything outside the standard need to be
communicated to load control (i.e. sports teams with higher passenger weights)
1.7.2 Charter Flights

A charter flight is a flight carried out on an aircraft which is hired by a customer for a journey
to a destination which may or may not be included in the IAA network, and is based on a
contract stipulated between the customer and the IAA.
The customer is responsible before the court of first instance for his own passengers and
may, in some cases, delegate the conduction of the group to an agent who acts in the
capacity of a "tour leader" to ensure the smooth running of the flight.
Iran Aseman Airlines office which negotiated the agreement will have provided the customer
with all information concerning the required travel documents as shown in the TIM and will
have supplied all the materials necessary in order to fulfill the various takes which are the
responsibility of the customer. The customer shall ensure that the following actions are
carried out at the moment of presentation of the station:

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 The compiling of the passenger list, a copy of which should be delivered to the
boarding station within the scheduled time limits;
 That the documents of each passenger are checked;
 That baggage is tagged with the forwarding tags and the passenger identification tags,
as well as with the "cabin baggage" tags, where such material was supplied to the
customer at the time of stipulation of the contract.
1.7.2.1 Check- in
 Carry out the check- in on the basis of the passenger list;
 Enter the data for the Master ticket flight coupon and actual number of checked-in
passengers on list , crossing out any "no-show" passengers;
 Attach the flight coupons of the CH2 tickets for checked-in passengers to the list.
 Record the total number of baggage items and the baggage weight of all the charter
passengers on the Tour Leader's ticket;
 Check that the passenger identification tags are attached to every item of baggage.
1.7.3Denied Check-in
 Check-in shall be denied if one of the mentioned conditions is not fulfilled or when the
passengers:
 Are not in conformity with the passenger's visa, health or customs regulation of
transit/destination and origin;
 Are not in possession of a valid ticket;
 Transportation by Air represents a danger or risk to themselves and /or their fellow
travelers or properties;
 Show visible signs of disease or illness and; who by their appearance behavior or kind
of nursing required, are likely to cause distress to the passengers;
 Requiring individual nursing or care during the flight and who are not accompanied by
attendants;
 Are obviously under the influence of alcohol /drugs or narcotics;
 In the latter case passenger will lose the right to the DBC (Denied Boarding
Compensation see procedure 12.6), even if the ticket is regularly booked and
confirmed.
Note 1: No acceptance under any circumstances shall be provided to a person who:

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 Has a contagious/infections disease e.g.:

 Open tuberculosis infectious hepatics, scarlet - fever, diphtheria, chicken pox, etc,
 Has suffered a heart attack or a stroke within the last 8 days,
 Requires medical treatment by pneumatically or electrically operated apparatus which,
for specific reasons, is not allowed on board.
Note 2: For passengers holding reduced tickets (e.g. Industry Discount ID tickets) ALWAYS
make sure that the passenger's name does not appear in the booked passenger
list. Should this occur the check-in can only be carried out on the basis of the
booked ticket.
Note 3: Intoxicated/ abusive passenger shall be refused to accept at check-in and, upon
discovery after check-in, shall be refused to board the aircraft.

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1.8 Passenger Boarding

1.8.1 Introduction
The passenger service agent is responsible for all traffic operations relating to departure and
shall therefore take all the necessary steps in advance in order to:
 Ensure the availability of suitable areas and efficient and functional means (air bridge,
mobile lounges, apron buses, etc.) so as to ensure the smooth running of boarding
operations;
 Wherever possible , carry out boarding in several stages to ease the flow of passengers;
 Guarantee that the scheduled time and the established modalities for automated
boarding are respected;
 Ensure continuity and coherence in the information to be transmitted on board about the
reasons for any possible delays;
 Ensure the greatest possible accuracy when checking the number of passengers on
board, for which the station is solely responsible;
 Reduce the risk of baggage identification procedures due to the absence of passengers
on board;
 Communicate to the flight crew :
 The time of departure, especially in the event of delays, at the time of signing in or at
the time of arrival of the aircraft for flights in transit;
 The imminence of the completion of boarding so that flight departure procedures may
begin on time;
This will ensure both punctuality and the continuity of action between the closure of the
doors and the actual departure thereby avoiding those delays which are often unjustly
blamed on ATC.Boarding shall start 30 minutes before departure after obtaining boarding
clearance form flight coordinator.
1.8.2 General
Following procedures shall be taken into consideration for boarding:
 Check that boarding facilities and gate monitors are displaying flight information.
 Ensure Dangerous Goods and Prohibited Articles notices are displayed at the boarding
gate.
 Before boarding, ensure passengers and their cabin baggage are security screened.
 If walking on apron, ensure the route to the aircraft is safe and clearly marked for both
passengers and staff.

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 For jet bridge boarding, secure and mark off the route to the aircraft.
 Obtain clearance for boarding from the flight crew and according
 Follow safety requirements for fuelling in progress
 Make boarding announcements.
 Follow policies for passengers requiring assistance or pre-boarding.
 Verify each passenger's identity as per the requirements.
 Check the name on the passenger identity document with the one on the ticket, and
visually match passenger with photograph.
 Confirm each passenger's boarding acceptance in the DCS before allowing them to
board.
 For manual or non-automated boarding, check the flight number and date on the
boarding card.
 Secure the flight by matching the checked-in passengers to the boarded passengers.
 Provide final passenger numbers to cabin and/or flight crew.
 Provide required flight documents to cabin and/or flight crew.
 Advise ramp staff and/or load control of the gate baggage to be loaded.
 Send required post flight messages upon flight close out.
1.8.3 Gate Checks

 Gather the passengers through flight announcement;
 Collect the boarding passes or the transit passes checking the flight number and the
destination;
 Leave the passenger the part of the boarding pass showing the seat number and/or the
destination ;
 Carry out passport control wherever required by the destination ;
 Whenever required , carry out checks on the irregular use of free or reduced fare tickets
 Check that all hand baggage corresponds to the dimension requirements (max.
55x40x20 cm) ; any hand baggage which exceeds the requirements must be withdrawn
and tagged with "Limited Released" according to the route shown on the ticket; staple
the baggage identification tag to the ticket and ensure that the baggage is loaded
 Direct the passengers to the aircraft , directing them to the doors (if applicable) according
to their respective seat numbers, taking care that they do not pass underneath the
aircraft wings , or board the passengers via the air bridge , following the instructions
given for differentiated boarding , wherever possible

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 Ask passengers to refrain from smoking and verify that all electronic devices, including
portable telephones, have been switched off ;
 Ensure that the number of boarding passes and transit passes collected, correspond to
the number of passengers expected on the flight if this number is lower, make a final
announcement;
 Check that gate delivery items, including individual or cumulative weights that exceed
normal allowances are identified and communicated to load control dept.
 In the case of passenger delay or no-show for boarding, it is believed that the passenger
voluntarily refuses the transportation.
Note: In case of late passenger boarding, the airline cannot accept a passenger for
transportation and is not obliged to delay the flight.
 The Handling Agent’s boarding staff shall:
 Promptly identify missing passengers;
 Call them over the intercom by name;
 Take any steps to identify and unload the missing passengers' baggage, if they
fail to appear;
 Update the load sheet.
 Communicate the number of passengers on board to the person responsible for the
coordination of station operations.
 Where the above mentioned number does not correspond with the one appearing on
the load sheet, the station must update the previously inserted data with the correct
data inform the flight captain.
1.8.4 Boarding Priorities

For passenger boarding the priority criteria listed below shall be followed unless local or
temporary arise.
1.8.4.1 Board First

 Passengers with physical or mental disability , stretcher passengers or those needing
oxygen therapy so that emergency procedures on board can be thoroughly explained
and the normal flow of passengers is not hindered ;
 Unaccompanied minors;
 Passengers in direct transit.

Part: 1
Issue: 05
Rev: 01
1.8.4.2 Board after the other Passengers

 VIP Passengers;
1.8.4.3 In the Event of Critical Flights Board Last

Passengers with free or reduced fare tickets who travel according to seat availability (PAD).
1.8.5 Differentiated Boarding

To ensure an orderly and smooth flow of passengers and to avoid crowding and hindrances
on board the aircraft boarding shall be carried out in several stages.
1.8.5.1 Boarding via Air Bridge

 Organize a subdivision of passengers into rows according to their seat numbers always
respecting the boarding priorities listed in part 12.3 and making the "preliminary"
boarding announcement.
Chief Cabin Attendant or a person appointed on his required should assist to facilitate the
following duties:
 Boarding of old passengers, families with child, disabled passengers, etc.
 Assure hold loading of oversize baggage's in case of full flight or whenever
requested by safety regulations.
 Make a Chief Cabin Attendant's presentation announcement
1.8.5.2 Boarding by Apron Buses

If possible passengers should be boarded through at least two doors, always respecting the
boarding priorities listed in part 12.3
Therefore, the standard boarding announcements for Domestic and International flights must
be given.
1.8.6 Boarding Irregularities

In the event of irregularities resulting in a delay the station shall inform the crew immediately
of both the length of and the reasons for the delay which were communicated to the
passengers by ground staff.
This will avoid any discrepancies in communications which would result in conveying a
negative impression to passengers.
Boarding shall be carried as scheduled if:

Part: 1
Issue: 05
Rev: 01
 The flight is being subject to traffic curtailments by Air Traffic Control, even if delays are
expected;
This will allow;
 The possibility of sudden developments which might permit takeoff at a very short
notice.
 To avoid losing the slot, which would cause further delay;
 Relive the congestion of the airport infrastructures (Pre-boarding halls, Waiting Areas,
Apron Buses) which are inadequate in exceptional circumstances.
In this case the station must inform the flight crew in advance and decide together with the
Cabin Attendant in charge whether any catering supplement is required (e.g. soft drinks,
especially in the summer ) to ensure passengers, comfort on board.
1.8.7 Denied Boarding/ Transportation

IAA has a right deny transportation at any stage to the passenger / baggage and can
disembark the passenger from on-board or cancel the reservation if:
 Due to the passenger’s behavior, age, psychical or physical condition, if there are
reasons to presume that the passenger:
 Requires special aid from IAA, that the IAA due to certain circumstances cannot
render to him / her
 Will cause discomfort to other passengers
 Will cause emergence of any risk for him or herself or for other passengers, or
property of passengers and of the airline
 If passenger did not follow the instructions of the IAA, if the carrier is concerned
about securing the safety of the flight, comfort and quality of transportation of other
passengers, if individual creates inconveniences for transportation of other
passengers, in connection with which IAA may not be able to perform its obligations
to passengers that are on board the aircraft.
 If the passenger behaves in such a way or demonstrates such behavior that causes
concerns for the safety of the flight during transportation of such a person. Such
behavior includes passenger’s aggressive behavior including threats to other
passengers, employees of the carrier and the crew.
 If the passenger refuses to undergo inspection for aviation safety.
 If the passenger may constitute or already constitutes a danger for other passengers
(baggage, cargo) or for aircraft.

Part: 1
Issue: 05
Rev: 01
 If the passenger did not present for inspection the documents necessary for the trip.
 If the passenger attempts to enter a country of transit, for which he / she does not have
a valid entrance document.
 If the passenger during the flight damaged the ticket or other identification documents.
 If the ticket presented by the passenger:
is not valid for transportation (in such a case the airline has a right to withdraw this
ticket, to declare it invalid and to deny return of any sums)
 was declared lost, stolen, invalid, contains counterfeit material or otherwise causes
suspicion (in such a case the carrier has a right to withdraw this ticket, to declare it
invalid and to deny return of any sums)
 If the person that presented the ticket, cannot identify him or herself as the person
indicated on the ticket (in such a case IAA has a right to withdraw this ticket, to
declare it invalid and to deny return of the amount).
 If the passenger is already guilty of the above listed actions or violations, and there is
evidence that such behavior may be repeated.
 If the passenger has alcoholic or narcotic intoxication.
In the case of removal of a ticket, the carrier takes a formal note, the original of which
is available to passengers and a copy to the carrier.
1.8.8 Denied Boarding Compensation D.B.C.

In cases of denied boarding IAA shall offer a compensation, in the countries where this is
established, to all passengers holding valid tickets with a regularly confirm and registered
booking and who presented themselves at check-in within the set time limits.
The D.B.C. regulations differ from country to country and are applied only when the local
Government Authorities have arranged for or authorized its application.
The Station Managers shall send to IAA Safety and Quality Assurance dept. a copy of any
new local regulations, indicating the relative new law provision or government authorization.
In addition, where necessary or commercially advantageous, the KK, in agreement with their
own Representatives, may adopt any local variations applied by the national Carrier or by
competitors, informing Dept. of Procedures and Regulations of the fact.
No compensation is paid in the following cases:
 The flight is cancelled;
 Transportation cannot be ensured owing to government requisition, even if only
partial, of the seats on board;

Part: 1
Issue: 05
Rev: 01
 Transportation cannot be ensured because Iran Aseman Airlines is forced to operate

the flight on an aircraft of an inferior capacity to that of the scheduled aircraft, owing
to causes beyond its control, including technical, operational or security problems;
 The passenger was checked-in on a go-show basis;
 The passenger refuses to undergo security checks or to comply with Iran Aseman
Airlines' legitimate instructions;
 The passenger's behavior, the passenger's state of health or the passengers
condition are such that IAA is authorized to refuse transportation, as provided by the
"General Transportation Conditions";
 Any other circumstance occurs on the grounds of which IAA is entitled to refuse the
passenger transportation, as provided by IAA "Transportation Conditions" or in
conformity with international law provisions; or any suggestions.
For further information contact IAA Safety and Quality Assurance dept.
 Following rules shall be taken into consideration in case of denied boarding
compensation:
 Passengers who are qualified for denied boarding on a scheduled flight shall
meet the following conditions:
o In possession of a valid ticket with confirmed reservation for particular flight
shown on the ticket.
o Have presented themselves for check-in within the stipulated time limits and
be in possession of the necessary travel documents.
o In the event that all passengers booked cannot be accommodated on a flight,
shall give first priority to handicapped passengers and unaccompanied
children.
o Passenger who are denied boarding, voluntarily or otherwise, shall have the
choice of:
 Re-routing to the final destination of the ticket presented at the check-in by
the first available flight(s) or at a later date at the passenger's convenience
 Full refund of the unused portion of the ticket.
o any passenger denied boarding shall be offered ,in addition to the
compensation payment ,the following:
 A telephone call and a telex or fax message to the destination POINT;
 Meals, refreshment and hotel accommodation as appropriate while waiting
for alternative transportation arrangements.

Part: 1
Issue: 05
Rev: 01
Note: IAA has a right deny transportation at any stage to the passenger/baggage and can
disembark the passenger from on-board or cancel the reservation, if it establishes that such
an action is necessary.
1.8.9 Boarding of Passengers that Requiring Special Handling

1.8 9.1 Boarding OXYG passengers
As a general rule, unless exceptional circumstances arise, OXYG passengers should board
before any other passengers together with any person accompanying them.
This will allow the Cabin Crew to give the disabled passenger and any person
accompanying him/her a demonstration of emergency procedures. This demonstration is
obligatory.
The demonstration shall preferably be given when the aircraft is still empty in order to allow
the disabled passenger and the person accompanying him/ her to clearly identify the
position of the seats allocated them with respect to the emergency exits.
1.8.9.1.1 Failure to Board and Disembarkation En-route

In the case of no-show, denied boarding or the need to disembark the stretcher passenger
at a station en-route, information of the fact shall immediately be sent to:
 All the station en route and the station of destination,
 Airport services Dept., Central Station, Technical and Engineering Dept., Operation
Dept. and Medical Dept.
The reasons leading to the decision shall be specified in the Telex/Fax/E-mail/Other
available means message.
Any expenses arising for temporary hospitalization of the passenger or for ambulance
transportation from the airport to the assistance center will be charged to the passenger.
1.8.9.2 Boarding of Stretcher (STCR)

 The flight captain must be informed sufficiently in advance of the presence on board
of the STCR passenger.
 The STCR passenger must be transported to the aircraft by ambulance (always
check the ambulance is present).
 The STCR passenger and his/her escort must be board before boarding procedures
for the other passengers begin.

Part: 1
Issue: 05
Rev: 01
 This will allow the Cabin Crew to give the STCR passenger and his/ her escort a
demonstration of emergency procedures.
 This demonstration is obligatory.
1.8.9.3 Boarding of Unaccompanied Minors

 Entrust the UMNR to the Flight Attendant in charge;
 Boarding staff shall always hand over UMNR personally to the cabin crew on board
before boarding other passengers.
 At the time of handing over the UMNR to the cabin crew, the UMNR shall have been
supplied with a “UMNR” wallet containing the handling advice and all other
necessary documents.
 If the Unaccompanied minor shall not board for any reason:
 the station of arrival and any transit/ connection stations shall be informed
immediately via Sitatex/ Fax/E-mail/Other available means message;
 Inform the person who accompanied the minor to the airport.
Note: If, for operative reasons, the UMNR shall be re-routed to destination via ground
transport of accommodated at a hotel, he /she shall always be accompanied by an
attendant.
In the meantime, the person who accompanied the minor to the airport and the person
awaiting him/her at the station of destination shall alwaysbe informed immediately.
1.8.9.4 Boarding of VIP

Station staff/agent shall:
 board VIP001 and VIP002 passengers after other passengers and, whenever possible,
accompany them to the aircraft by car;
 board VIP003 passengers before or after other passengers, depending on station
requirements or on the VIP's requests;
 VIP004 and VIP005 passengers may be boarded separately or with other passengers,
at the Station Managers discretion
At automated stations deliver the "Special Passenger Check- in List" to the flight Captain
and to the Cabin Crew Supervisor.

Part: 1
Issue: 05
Rev: 01
1.8.9.5 Boarding of Inadmissible Passenger

 The station shall:
 inform the Flight Captain of the presence on board of the INAD passenger and of
the reasons for his/her denied entry in the country, if known;
 Deliver the documentation relative to the INAD passenger, along with any
indications given by the local Authorities.
 In case of dangerous INAD passenger, the station shall inform:
 The flight Captain;
 The THRSDEP Security Service, via Sitatex /Fax/E-mail/Other available means
message or by telephone, so that the necessary action can be taken to ensure
flight safety.
1.8.9.6 Boarding of Deportee

The station shall:
 Inform the Captain of the presence on board of the DEPO and of the reasons for
deportation, if known; any relevant documentation shall be delivered to the Captain,
 Delivery and boarding of deported, inadmissible passengers and criminal persons
is made prior to the boarding of general passengers.
 Disembarking of such passengers from the aircraft is performed after all other
passengers have disembarked
Note: if the flight for some reason or other has to return to the deporting country, the
commander shall notify the station of first intended landing about the deportee(s) on board
.this station shall inform immediately the respective authorities at the aerodrome for initiation
of the necessary arrangements.
 Maximum number of deportees per flight:

 Max number for (DEPU):02
 Max number for (DEPA): 04, each escorted by at least one guard.
1.8.9.7 Boarding of MEDA Passenger

 The Flight Captain must be informed sufficiently in advance of the presence of the
MEDA passenger on board.

Part: 1
Issue: 05
Rev: 01
 The MEDA passenger and any person accompanying him /her must board before
other passengers so that they may settle on board comfortably and so that the cabin
crew may give them a demonstration of emergency procedures. This demonstration
is obligatory.
1.8.9.7.1 Failure to Board and Disembarkation En-route

 In the case of no-show, denied boarding or the need to disembark the MEDA
passenger at a station en-route, information of the fact shall immediately be sent to:
 All the stations on the MEDA passenger's route;
 Airport Services Dept., Central Station, Medical Dept. and Operation Dept.
 The reasons leading to the decision must be specified in the Telex / Fax / E-
mail/Other available means message.
1.8.9.8 Boarding of Incapacitated Passenger

 As a general rule, unless exceptional circumstances occur PRM should:
 Be board, together with their escort, before other passengers as, by law, they must
Passengers with reduced mobility or sensory disabilities shall be boarded before
other passengers so as to allow cabin crew members to give them a demonstration
of security procedures and to allow the passengers to individuate the position of their
seats with respect to the emergency exits while the aircraft is still empty.
 Should advance boarding not be possible, alternative solutions must be found, in
collaboration with cabin crew members, whereby the demonstration of emergency
procedures is still carried out and flight punctuality is respected.
1.8.9.8.1 Briefing
 Before take-off, certain types of incapacitated passengers and their escorts shall:
 Be individually briefed on emergency procedures, cabin layout and specialized
equipment.
 Be given a brief demonstration of emergency procedures by the crew.
Blind passengers may be briefed verbally.
1.8.10 Passenger Boarding Discrepancies

 If there are passenger discrepancies (minus or plus), it shall be resolved prior to closing
the aircraft door.

Part: 1
Issue: 05
Rev: 01
 Make every attempt to locate missing passengers and obtain visual proof of boarding
and documents if they are located on the aircraft.
 Apply IAA’s procedures and government regulations with respect to the removal of
checked baggage of passengers who checked-in but fail to board.
 Notify crew and load controller of any last minute changes to passenger and/or
baggage load.
1.8.11 Boarding in Case of DCS Breakdown

Where no DCS is available or in case of DCS failure, manual boarding procedures shall be
applied.
It shall be ensured that the final checked-in count matches the boarded passenger count
prior to door closure and prepare and board a final manifest.

Part: 1
Issue: 05
Rev: 01
1.9 Communication of Check-in Data for Establishing the Load Sheet

Check-in staff shall announce final load ,which is received by
LR:FLT/date/dep/com transaction in DCS system or calculated manually in manual
system, including the number of adult, child, infant and total pieces and weight of the
baggage to Load Control Unit, while closing the check-in counter for preparing loadsheet.
Moreover in case of gate delivery items, No-show passengers, accepted passengers from
waiting list, check-in staff shall notify the Load control unit about the final load and last
minute changes for taking appropriate action.
Check-in Staff shall also prepare load summary accordingly and hand it over to flight crew.
1.9.1 Passenger with Above /Below Weight Average

Check-in staff shall identify the group of passengers with above / below average weight
including children, athletes, seamen, ethnic groups and communicate to Load Control Dept.
in order to prepare accurate and appropriate load sheet.

Part: 1
Issue: 05
Rev: 01
1.10 Flight Documents

1.10.1 General
Flight crew shall be provided with the required documents, load summary, passenger
manifest, UMNR documents and other documents as below:
1.10.2 Passenger Information List (PIL)

The Passenger Information List (PIL) provides information to the cabin crew about
passengers on board, (name, seat number, and special service requirements).
Provide a PIL shall be provided to the senior cabin crew member before departure.
1.10.3 Other Flight Documents

 Other required documents may include:
 Bag tag list for double destination flights.
 General declarations if required.
 Other special information (i.e. INAD documents, UMNR and etc.).

Part: 1
Issue: 05
Rev: 01
1.11 Post Flight Departure Activities

1.11.1 Messages
 It shall be ensured all relevant messages are dispatched to the appropriate
addresses.
 Messages may include:
 Teletype Passenger Manifest (TPM)
 Passenger Transfer Message (PTM)
 Passenger Service Message (PSM)
 Passenger Protection Message (PPM)
 Seat Occupied Message (SOM)
 Industry Discount Message (IDM)
 Advance Passenger Information (API)
 Electronic Ticket List (ETL)
1.11.2 Flight Document Retention

Retain (electronically or paper files) flight documents shall be retained according to MSM,
Part 3 and for three months.

Part: 1
Issue: 05
Rev: 01
1.12 Passenger Arrival, Transfer and Transit

1.12.1 Pre-Arrival
 The pre-arrival information shall be reviewed from DCS and/or messages by arrival
station.
 Prepare for short connections if applicable.
 Arrange facilitation for passengers requiring assistance, e.g. UMNR, PRMs.
 Check requirements for any gate delivery mobility aids.
 In case of delay of arrival, check onward connections and make new reservations if
required.
1.12.2 Arrival
 Jet bridge shall be prepared, ensuring it is free of debris and position as per the
standard height for the aircraft type.
 The disembarkation route shall be secured for passengers.
 Disembark passengers
 Provide assistance to passengers requiring it. Communicate any delays in providing
assistance services.
1.12.3 Transfer (Passenger Handling at Connecting Airport)

 Check the inbound/outbound connections and the number of passengers
affected.
 Check time-critical connections, and inform gate staff of onward transfer.
 Prepare for handling of passengers requiring assistance.
 Meet the transferring passengers upon arrival of the incoming aircraft.
 Direct passengers:
o Through-checked passengers to the appropriate departure gate(s).
o Non-through checked passengers to the transfer desk or gate for check-in,
whichever is applicable.

Part: 1
Issue: 05
Rev: 01
1.12.4 Transit
1.12.4.1 General
 Transit passengers may be allowed to disembark when scheduled ground time and local
circumstances and facilities permit, in accordance with operating airline policy ‫ايا ما داريم ؟‬.
 Certain categories of passenger should be escorted during the transit time.
 Local government requirements must be applied regarding security of transit passengers
up to and including screeningrequirements.
1.12.4.2 Disembarkation of Transit Passengers

1.12.4.2.1 Disembarkation Procedure
 Provide each passenger with a transit boarding pass or instruct passengers to retain
their original boarding pass.
 Inform passengers about boarding time and gate and available facilities.
 Transit passengers shall be re-secured when re-boarding the flight. (i.e. travel document
checked, boarding status verified, transit card collected).
1.12.4.2.2 Transit Passengers Remain on Board

As per operating airline policy, there may be categories of passengers that stay on board if
locally permitted.
1.12.4.3 Boarding Transit Passengers

1.12.4.3.1 Boarding Procedure
 Board transit passengers before local passengers.
 Re-secure the flight by checking travel documents and validating boarding status by
collection of the transit card or review of the original boarding card. Validation may also
be done using the flight manifest or DCS.
1.12.4.3.2 Missing Transit Passengers

The flight shall be re-secured before door closure. If passengers are missing, apply the
procedure for missing passengers.
1.12.4.4 Programmed Aircraft Change En Route

 Advise cabin crew that all transit passengers shall disembark with their carry-on
baggage.

Part: 1
Issue: 05
Rev: 01
 Distribute transit boarding passes (or instruct passengers to retain their original
boarding pass) and inform passengers about boarding time and gate and available
facilities.
 Provide passenger assistance as required.
 In case of a change of configuration, assign passengers new seat numbers if
applicable, or apply free/open seating.

Part: 1
Issue: 05
Rev: 01
1.13 Suspected Communicable Disease

 Following guidelines shall be taken in to consideration:
The following are general guidelines for check-in and gate staff when facing a suspected
case of communicable disease at the departure Airport.
Moreover during outbreak of a specific communicable disease, IAA Medical Center with
respect to World Health Organization (WHO) may modify or add further procedures to
these general guidelines .However, these general guidelines would always provided a
basic framework of response that would reassure check-in and gate staff and help them
through any unplanned incidents.
 A communicable disease is suspected when a passenger:
 Has a visible skin rash or;
 Is obviously unwell and/or;
 Complaints of any of the followings:
o Sever cough
o High fever
o High fever accompanied by abnormal bleeding
o Persistent diarrhea
o Skin rash
 In The Case of a Communicable Disease Following Procedures Shall Be

Considered
 Inform the supervisor
 If supervisor agrees with the concerns and if medical support is available (Medical
Department) contact that support immediately.
 If supervisor agrees with your concerns but Medical Support is not immediately
available, deny boarding and ask the passenger to consult a physician and request a
medical clearance before travel is accepted.

Part: 1
Issue: 05
Rev: 01
1.14 Boarding Pass

Every passenger including infants shall be issued a boarding card.
 A boarding pass is a document which is filled in during check-in and is used for:
 Passenger access to the boarding gate (except in the case of gate check-in);
 Passengers seating on board in the allocated seats in the various classes of service.
Boarding passes shall be filled in accurately and clearly and shall be given to the
passenger after all check-in procedures have been completed,
 Identifying of "no show "passengers by the security number written on the boarding
pass; and offloading their baggage in case of not being on board.
 Determining the number of total passengers on board and announcing the final number
of passengers to load control unit for adjusting load sheet and last minute changes ;
 Distinguishing the destination of the passenger by the color of the boarding pass to
avoid any probable mistake during boarding.
Note: At station where assistance is supplied by handling agents, they may use their
boarding pass.
1.14.1 Types of Boarding Passes:

 Electronic boarding pass bearing the following information:
 Flight number and date
 Destination
 Seat number
 Securing number ( boarding number )
 Manual boarding pass bearing the following information:
 Flight number
 Security number( boarding number )
 Seat number.
Note: In case of infant, there is no need to allocate seat number on the boarding pass.

Part: 1
Issue: 05
Rev: 01
1.15 Passenger Irregularities

1.15.1 General Passenger Irregularity Guidelines
1.15.1.1 Information and Communication to Passengers
 Provide immediate and accurate information at regular intervals:
 Staff shall be briefed for consistent delivery of information.
 Passengers shall be provided written information about their rights according to
applicable regulations, upon requested or as required.
 Information shall be provided in alternate formats to passengers with impairments.
1.15.2 Delays
1.15.2.1 Handling Procedures
 Passengers shall be advised and notified of delays, and kept informed at regular
intervals.
 Where applicable, provide delay notice or passenger rights information and in alternate
formats for passengers with impairments.
 Staff shall be briefed on the estimated time of departure, estimated time of arrival, and
any provisions being offered.
1.15.2.2 Delay Known before Check-In

 Revised times shall be updated in the DCS.
 If applicable (and as per operating airline policy ‫(ما داريم؟‬, rebook any connecting flights
according to the IAA’s priority sequence.
 Check the passenger and baggage through on the rebooked flight.
1.15.2.3 Delay Known before Boarding

 Reconfirm the departure gate and time shall be reconfirmed, and the revised times shall
be updated in the DCS.
 passengers shall be advised accordingly and at regular intervals.
1.15.3 Misconnections/Cancellations/Diversions
Handle misconnections in accordance with IAA General Conditions of Carriage.
Duties in Case of Diversion
• Send all operational flight information to the diversion station (MVT, LDM)
• Send all passenger service information to the diversion station (PTM, PSM)

Part: 1
Issue: 05
Rev: 01
The diversion station shall:

• provide MVT control
• Send a copy of all flight related messages to the destination and departure station and
IAA OCC (TXLOWST).
Passengers whose flights are cancelled should always be informed as soon as possible so
that the passengers can make other arrangements.
Passengers who have been denied boarding must be able either to obtain reimbursement of
their tickets or to obtain re-routing under satisfactory conditions, and should be adequately
cared for while awaiting a later flight.
1.15.4 Involuntary Change of Class

Involuntary changes of class shall be handled as per the IAA Passenger Sales Department.
1.15.5 Denied Boarding due to Unavailability of Seats

1.15.5.1 General
 Passengers holding a confirmed reservation may be denied boarding due to irregularity
reasons, for example:
 Overbooking of the flight.
 Reduced aircraft seating capacity due to unserviceable equipment (cabin doors,
slides, etc.).
 Reduced weight/seat capacity due to a payload restriction.
 Change of aircraft or version.
 Apply denied boarding procedures:
 If applicable, solicit volunteers and offer compensation and/or reproduction as per the
operating airline policy.
 Written notice shall be provided as per government regulations.
 IAA's involuntary denied boarding policy shall be applied if no volunteers are solicited

Part: 1
Issue: 05
Rev: 01

Part: 2
Issue: 05
Rev: 01
Baggage Handling Procedures
Iran Aseman Airlines Date: 01 April 2018
Part 22
Baggage Handling
Procedures

Part: 2
Issue: 05
Rev: 01

Part: 2
Issue: 05
Rev: 01
Table of Contents
Table of Contents ................................................................................................................ 3
2.1 General Conditions ....................................................................................................... 9
2.2 Hand (Cabin) Baggage ................................................................................................ 10
2.2.1.Definition ................................................................................................................................ 10
2.2.2 Types of Cabin Baggage..................................................................................................... 11
2.2.3 Cabin Baggage Placement ................................................................................................. 11
2.2.3.1. General .......................................................................................................................... 11
2.2.4 Acceptance............................................................................................................................ 12
2.2.4.1 Acceptance Policies...................................................................................................... 12
2.2.4.2 Cabin Baggage Procedures at Check-In ................................................................... 12
2.2.4.3 Carrying Liquids in Cabin Baggage............................................................................ 13
2.2.5 Items Shall Only Be Transported In Hand Luggage ....................................................... 14
2.2.6 Items Removed from Hand Baggage for Security Reasons .......................................... 14
2.2.6.1 List of Prohibited Articles ............................................................................................. 14
2.2.7 Security Removed Items ..................................................................................................... 16
2.2.8 Cabin Baggage Procedures at Boarding .......................................................................... 16
2.2.8.1 Cabin Baggage-Gate Check ....................................................................................... 16
Note 2: Passenger is responsible for hand luggage during all transportation. ............ 17
2.2.9 Cabin Seat Baggage (CBBG) ............................................................................................. 17
2.2.9.1 Definition......................................................................................................................... 17
2.2.9.2 Loading and Lashing Cabin Seat Baggage .............................................................. 18
2.3 Registered /Checked Baggage ................................................................................... 19
2.3.1Definition ................................................................................................................................. 19
2.3.2 Checked Baggage Allowance ............................................................................................ 19
2.3.2.1 Allowance by Weight .................................................................................................... 19
2.3.2.2 Allowance by "Piece"(to/ from/through USA and Canada) ..................................... 20
2.3.2.3 Additional baggage allowances for passengers with disabilities ........................... 20
2.4 Excess Baggage.......................................................................................................... 21
2.5 Pooling......................................................................................................................... 22
2.5.1 Pooling Procedures .............................................................................................................. 22
2.6 Standard Baggage Check-In....................................................................................... 23

Part: 2
Issue: 05
Rev: 01
2.6.1General ................................................................................................................................... 23
2.6.2 Checking ................................................................................................................................ 23
2.6.3 Items Shall Be Registered at Check-in ............................................................................. 24
2.7 Security Check of the Baggage during Check-in ...................................................... 26
2.8 Crew Baggage ............................................................................................................. 27
2.9 Special Baggage ......................................................................................................... 28
2.9.1 Sports Equipment ................................................................................................................. 28
2.9.1.1 Skiing Equipment .......................................................................................................... 28
2.9.1.2 Golfing Equipment ........................................................................................................ 28
2.9.1.3 Surf and Windsurf ......................................................................................................... 29
2.9.2 Pets ........................................................................................................................................ 29
2.9.2.1 General ........................................................................................................................... 29
Note: IAA does not carry any kinds of pets in passenger cabin. .................................. 29
2.9.2.2 Table of container positions and restrictions ............................................................ 30
2.9.2.3 Animals in Hold (AVIH) ................................................................................................ 31
2.9.2.4 AVIH Handling ............................................................................................................... 31
2.9.2.5 Guide Dogs .................................................................................................................... 32
Note: Guide dogs shall be carried in the hold only ........................................................ 32
2.9.2.6 Check-in ......................................................................................................................... 32
2.9.2.7 Sample containers for carriage of live animals......................................................... 33
2.9.2.8 Notification to Captain for Special Load .................................................................... 33
2.9.2.9 Boarding ......................................................................................................................... 33
2.9.2.10 Transit ........................................................................................................................... 34
2.9.2.11 Segregation ................................................................................................................. 34
2.9.3 Diplomatic Baggage ............................................................................................................. 34
2.9.3.1 Check-in ......................................................................................................................... 34
2.9.3.2 Boarding ......................................................................................................................... 35
2.9.3.3 Arrival .............................................................................................................................. 35
2.9.4 Bulky Baggage...................................................................................................................... 35
2.9.4.1 Heavy Suitcases ........................................................................................................... 36
2.9.4.2 Violoncello ...................................................................................................................... 36

Part: 2
Issue: 05
Rev: 01
The rows located near the emergency exits or the doors shall absolutely be excluded.
........................................................................................................................................... 36
2.9.4.3 Check-in ......................................................................................................................... 36
The BULK code shall also be entered on form "Special Passenger List" .................... 37
2.9.4.4 Boarding ......................................................................................................................... 37
2.9.4.5 Arrival ............................................................................................................................. 37
2.10 Weapons .................................................................................................................... 38
2.10.1 Carriage of Weapons in Hold Baggage .......................................................................... 38
2.11 Dangerous Goods in Baggage ................................................................................. 39
2.11.1 General ................................................................................................................................ 39
2.11.2 Permitted and Forbidden Dangerous Goods ................................................................. 40
2.11.3 Dangerous Goods Permitted in Passenger and Crew Baggage ................................ 42
2.12 Passenger Awareness - Dangerous Goods in Baggage ........................................ 45
2.12.1 Provisions of Information to Passengers about Dangerous Goods ........................... 45
2.12.1.1 General ......................................................................................................................... 45
2.12.1.2 Information at the Airport ........................................................................................... 46
2.12.1.3 Information via Internet Booking ............................................................................... 47
2.12.2 Detection of Hidden Dangerous Goods .......................................................................... 47
2.13 Firearms and Ammunition ........................................................................................ 49
The transport of ammunition with flammable or explosive bullets is strictly forbidden.
........................................................................................................................................... 49
This type of baggage may not be pooled; ....................................................................... 49
2.13.1 Check- in ............................................................................................................................. 49
2.13.2 Transit .................................................................................................................................. 49
2.14 Explosive ................................................................................................................... 51
2.15 lithium Battery ........................................................................................................... 52
2.16 Baggage Destination................................................................................................. 53
2.17 Baggage Security Procedures ................................................................................. 54
2.17.1 Baggage Check-in Under Normal Conditions................................................................ 54
2.17.2 Baggage Check-in Under Extreme Conditions.............................................................. 54
2.17.3 Security of Baggage .......................................................................................................... 54
2.18 Acceptance of Power-Driven Wheelchairs as Checked Baggage......................... 56
2.18.1 Accepting Wheelchairs/Mobility Aids with Non-Spillable Batteries ............................ 56

Part: 2
Issue: 05
Rev: 01
2.18.2 Accepting Wheel Chairs/Mobility Aids with Spillable Batteries ................................... 56

2.18.3 Accepting Wheel Chairs/Mobility Aids with Lithium Batteries ..................................... 57
2.18.4 Notification to Captain ....................................................................................................... 58
2.18.5 Handling Wheel Chairs/Mobility Aids .............................................................................. 58
2.19 Connecting Baggage / Interline Check-In of Baggage............................................ 59
2.19.1 Connecting Baggage ......................................................................................................... 59
2.19.2 Short Connection Baggage .............................................................................................. 59
2.19.2.1 Definition ...................................................................................................................... 59
2.19.2.2 Identification................................................................................................................. 59
2.19.2.3 Handling Short Connection Baggage ...................................................................... 59
2.19.3 Interline Acceptance of Baggage ..................................................................................... 60
2.19.4 Limits of Responsibility and Declaration of Value ......................................................... 61
Note: The SDRs are quoted daily alongside the main currencies. ................................ 61
2.20 Special Load Notification to Captain ....................................................................... 62
2.20.1 General ................................................................................................................................ 62
2.20.2 Completion of Notification to Captain (NOTOC) ........................................................... 62
Other special loads ........................................................................................................... 62
2.20.2.1 Sample of Notification to Captain completion (NOTOC) ...................................... 63
2.20.3 NOTOC form for Multi-sector Flights .............................................................................. 64
2.20.4 Distribution of Copies ........................................................................................................ 64
2.21 Items which shall be Identified and Communicated to Load Control Dept. .......... 65
2.22 Baggage Reconciliation............................................................................................ 66
2.23 Baggage Handling..................................................................................................... 67
2.23.1 Baggage Room Preparation ............................................................................................. 67
2.23.1.1 General ......................................................................................................................... 67
2.23.2 Removal of Checked Baggage ........................................................................................ 67
2.23.3 Handling of Hold Baggage ................................................................................................ 67
2.23.4 Baggage Tags .................................................................................................................... 67
2.23.5 Heavy Tag ........................................................................................................................... 68
2.23.5.1 General ......................................................................................................................... 68
2.23.5.2 Maximum Weight for each Checked Bags .............................................................. 68
2.23.5.3 Limitation for Single Baggage ................................................................................... 68

Part: 2
Issue: 05
Rev: 01
2.24 Mishandled Baggage ............................................................................................................ 69

2.24 1Storage and Handling Mishandled/Unidentified/Unclaimed Baggage .................... 69
2.24.2 Mishandled Mobility Aids .................................................................................................. 69
2.24.3 AVIH ..................................................................................................................................... 69
2.24.4 Legal Time Limits for Reporting ....................................................................................... 70
2.25 Baggage Theft and Pilferage Prevention ................................................................. 71
2.25.1 Baggage Handling Area .................................................................................................... 71
2.25.2 Ramps and Standing Areas.............................................................................................. 71
2.26 Baggage Make-up Area ............................................................................................. 72
2.26.1 Security of Baggage Make up Area ................................................................................ 72
2.27 Baggage Doesn’t Show Up At the Baggage Claim ................................................. 74
2.28 Delivery at Aircraft (DAA) ......................................................................................... 75
2.28.1 Applicability ......................................................................................................................... 75
2.28.2 Procedure at Boarding Gate............................................................................................. 75
2.28.3 Procedure at Arrival ........................................................................................................... 75
2.28.4 Security Procedure for Ad-Hoc Disembarking Passengers......................................... 75
2.29 The Right to Refusal Acceptance of Baggage Transportation............................... 76
2.29.1 Refusal of Baggage ........................................................................................................... 76
2.30 Stroller ....................................................................................................................... 77
2.30.1 Checking In a Stroller ........................................................................................................ 77
2.30.1.1 Ticket Counter Check-in ............................................................................................ 77
2.30.2 Airport Security Screening Point and Strollers .............................................................. 77
2.31 Electronic Devices on Board .................................................................................... 78
2.32 Requirements to Baggage Packing ......................................................................... 79
2.33 Safety Procedures for Load Handling Personnel ................................................... 80

Part: 2
Issue: 05
Rev: 01

Part: 2
Issue: 05
Rev: 01
2.1 General Conditions

A passenger shall be entitled to the free baggage allowance applicable to the fare originally
paid.
The transport of passenger baggage is an integral part of the contract stipulated between
the IAA and the passenger upon sale of the ticket and is regulated by the General
Transportation conditions as defined by Civil Aviation Organization. Passenger baggage
includes both Registered Baggage and Hand (cabin) Baggage; the number and weight of
which shall ALWAYS be specified in the "reg. /non reg. baggage/ Baggage CKD / un CKD"
boxes on the ticket at check-in.
Note 1: baggage shall only be accepted at the passenger handling counters on the day the
passenger travels and the passenger ticket shall be submitted at the same time.
Note 2: only authorized personnel have access to the baggage after check-in until it is
loaded on to the aircraft.

Part: 2
Issue: 05
Rev: 01
2.2 Hand (Cabin) Baggage

2.2.1.Definition
 Cabin baggage is baggage that is carried and stowed in the cabin under the
passengers control and custody. It is commonly referred to as carry-on baggage or
unchecked baggage.
 Cabin baggage is restricted to only one piece of hand baggage. The outside
dimension of any piece of cabin baggage shall not exceed 115cm in size (55x40x20
centimeters including handle, wheels etc.) and no more than 5 kg in weight.
 Hand baggage includes those items which passengers can take into the cabin and
store under the seat in front or in the overhead storage compartments and which are
not included in the baggage allowance.
Hand baggage can contain following items:
 Coats or blankets;
 Umbrellas or walking sticks;
 Cameras or binoculars;
 A reasonable quantity of newspapers, magazines or books for the journey;
 A hand bag, a briefcase or a portable personal computer;
 Items bought at the Airport "Duty Free" shop;
 Food for infants necessary during the journey;
 A carry-cot or folding pram;
 An infant carrying seat;
 A folding wheelchair, crutches or similar devices on which the passengers are
dependent.
Note 1: each passenger can carry one hand baggage with mentioned weight and
dimensions in addition to his/ her personal baggage.
Note 2: weapons and any items that can be used as a weapon shall never be allowed
to be taken into the cabin by any passenger.

Part: 2
Issue: 05
Rev: 01
Note 3: the weight of cabin baggage is included in the passenger weight and shall not
state on the loadsheet.
Note 4:The following items are allowed to be included in cabin baggage:
 Medicines – Quantities that are essential for passenger’s trip. Eg. Diabetic
kit.
 Baby food – Pastes and liquids that are required for passenger’s trip
 Non liquid cosmetics – Solid deodorants, lipstick, powder foundation.
 Fresh/Frozen seafood or meat – Must be packed properly.
2.2.2 Types of Cabin Baggage

 Cabin baggage includes:
 Cabin baggage carried within the IAA free carry-on baggage allowance.
 Free carry-on items permitted by IAA in addition to the standard (e.g. purse,
laptop, duty free item).
 Special items permitted by IAA that may require prior arrangement, notification
and/or specialized screening
 Items of dangerous goods permitted in passenger baggageaccording to IATA
Dangerous Goods Regulations (DGR), Table 2.3 A.
2.2.3 Cabin Baggage Placement

2.2.3.1. General
 Cabin baggage shall be safely stored in the cabin in such a manner as to preclude:
 Its movement in case of sudden turbulence or an emergency landing and to protect
passengers and crew from being endangered by it
 Impeding an emergency evacuation
 Therefore the cabin baggage shall be stowed:
 Under the seat in front
 In a closed overhead bin.

Part: 2
Issue: 05
Rev: 01
All cabin baggage shall fit either under the seat in front of you or in one of the overhead
lockers. Baggage may not be placed behind your legs, in the aisles or in front of emergency
exits.
Cabin Baggage Personal Baggage
2.2.4 Acceptance
2.2.4.1 Acceptance Policies
 Cabin baggage cannot be accepted if it:
 Is unsuitable for air carriage due to its weight, size or nature.
 Cannot fit under the seat or be stowed in the overhead compartment.
 Is unsuitably packed.
 Restrictions
Certain items, because of their weight, size or nature are only accepted with the
consent of IAA.
 For security reasons, many countries restrict the carriage of liquids, aerosols and
gels in hand baggage.
 Items refused by security screening shall be hold-checked.
2.2.4.2 Cabin Baggage Procedures at Check-In

Assess the size, weight and intended number of pieces of carry-on baggage to meet the IAA
standard.
 Weigh carry-on bags if they appear to exceed the specified weight/size limit.
 If the carry-on baggage exceeds the free allowance size and/or weight, it shall be
hold-checked.
 Be aware of commonly carried dangerous goods items and ask the passenger of
these being carried.
 During the check- in it is very important to comply with the above- mentioned
directions in order to avoid dispute with the passenger whose hand baggage is
removed at gate during the embarkation.

Part: 2
Issue: 05
Rev: 01
 In the event that the dimensions and/or weights of personal items reach to the cabin
baggage limits, they will be considered as cabin baggage.
 Cabin baggage control shall be carried out at check-in and/or boarding.
 In the event that the weight of the cabin baggage exceeds the limits during the weight
check, performed as accompanied by the passenger; the passenger is required to
pay excess baggage fee for the extra weight (weight of cabin baggage - 10 kg).
2.2.4.3 Carrying Liquids in Cabin Baggage

In accordance with aviation rules all liquids, jels, aerosols and similar substances are
subject to restrictions.
 Conditions:
 Each liquid container carried in cabin baggage shall contain no more than
100ml.
 These liquids shall be carried separately in transparent, sealed bags of
maximum 1 (one) litre volume, 20cm x 20cm.
 Each passenger may carry only 1 (one) such bag.
 At the last security checkpoint you shall take the sealed bag containing your
liquids out of your bag and pass it through the x-ray machine separately.
 Exceptions:
 Medicines (on the condition that a prescription made out to the passenger by
name or a health report/document stating that the passenger must use the
medicine is produced, and that the medicine is in its original packaging), and
 Baby foods (on the condition that the baby is travelling on the flight and only
the amount required for the duration of the journey is taken on board) may be
carried in cabin baggage
Note: At the control point security personnel may require that you document your
exceptional circumstance and/or taste yourmedicine/baby food/liquid.
 Restricted Liquids:
 All liquids including water, syrup and drinks,
 Creams, lotions, oils (including cosmetic), cologne, perfume, all kinds of
makeup including mascara (excluding solid lipsticks),

Part: 2
Issue: 05
Rev: 01
 Shaving foam, deodorants, all materials of a consistency of paste including

toothpaste,
 All non-solid foodstuffs and jellies including jam, honey, yoghurt, molasses
and tomato paste,
 Other substances such as contact lens fluids, shampoos, sprays and
aerosols, and other substances similar to those listed.
2.2.5 Items Shall Only Be Transported In Hand Luggage

fragile, brittle items, breakable and perishable items, money, keys, jewellery, electronic
equipment, photo and video equipment, glasses, products made of precious metal or silver,
technical documentation, business papers, securities, valuables, medical preparations,
medical documentations, passports and other identification documents and samples.
2.2.6 Items Removed from Hand Baggage for Security Reasons

 It is forbidden to carry items considered dangerous for the safety of the flight in the
passenger cabin.
 These items, such as side arms, realistic imitation weapons, swords or lances,
scissors or any other articles which could be used as weapons should only be
transported with registered baggage.
 The restricted articles shall be handled by security Department.
2.2.6.1 List of Prohibited Articles

Passengers are not permitted to carry the following articles into security restricted areas and
on board an aircraft:
 Guns, firearms and other devices that discharge projectiles – devices capable, or
appearing capable, of being used to cause serious injury by discharging a projectile,
including:
 firearms of all types, such as pistols, revolvers, rifles, shotguns
 toy guns, replicas and imitation firearms capable of being mistaken for real weapons
 component parts of firearms, excluding telescopic sights
 compressed air and CO2
 signal flare pistols and starter pistols guns, such as pistols, pellet guns, rifles and ball
bearing guns

Part: 2
Issue: 05
Rev: 01
 bows, cross bows and arrows

 harpoon guns and spear guns
 slingshots and catapults
 Stunning devices – devices designed specifically to stun or immobilise,

including:
 devices for shocking, such as stun guns, tasers and stun batons
 animal stunners and animal killers
 disabling and incapacitating chemicals, gases and sprays, such as mace, pepper
sprays, capsicum sprays, tear gas, acid sprays and animal repellent sprays
 Objects with a sharp point or sharp edge – objects with a sharp point of sharp
edge capable of being used to cause serious injury, including:
 items designed for chopping, such as axes, hatchets and cleavers
 ice axes and ice picks
 razor blades
 box cutters
 knives with blades of more than 6 cm
 scissors with blades of more than 6 cm as measured from the fulcrum
 martial arts equipment with a sharp point or sharp edge
 swords and sabers
 Workmen's tools – tools capable of being used either to cause seriousinjury or

to threaten the safety of aircraft, including:
 crowbars
 drills and drill bits, including cordless portable power drills
 tools with a blade or a shaft of more than 6 cm capable of use as a
 weapon, such as screwdrivers and chisels
 saws, including cordless portable power saws
 blowtorches
 bolt guns and nail guns
 Blunt instruments – objects capable of being used to cause serious injury
when used to hit, including:
 baseball and softball bats

Part: 2
Issue: 05
Rev: 01
 clubs and batons, such as billy clubs, blackjacks and night sticks
 martial arts equipment
 Explosives and incendiary substances and devices – explosives and

incendiary substances and devices capable, or appearing capable, of being
used to cause serious injury or to pose a threat to the safety of aircraft,
including:
 ammunition
 blasting caps
 detonators and fuses
 Replica or imitation explosive devices
 mines, grenades and other explosive military stores
 fireworks and other pyrotechnics
 smoke-generating canisters and smoke-generating cartridges
Note: It is forbidden to carry sharp objects such as knives, scissors, corkscrews, knitting
needles, tweezers and skates
2.2.7 Security Removed Items

Items not permitted in hand baggage that are removed by security screening personnel may
only be accepted in checked baggage.
2.2.8 Cabin Baggage Procedures at Boarding

2.2.8.1 Cabin Baggage-Gate Check
Check that passenger's hand baggage is in conformity with the regulations; if the
passenger's hand baggage exceeds the allowance ask him/her to go back to the check-in
counter to check the weight and pay for the excess baggage if necessary. If boarding is
imminent:
 Check for items which are unacceptable, oversized, overweight or exceed the
number of pieces as free carry-on baggage.
 Check with the passenger that the baggage contents are in compliance with the
IATA Dangerous Goods Regulations (DGR).
 Have the passenger remove any items specifically prohibited in hold baggage.

Part: 2
Issue: 05
Rev: 01
 Collect the baggage and attach a "Limited Release" tag which shall be filled in all
its parts;
 Send the baggage to the ramp;
 Notify the ramp of the total number of baggage items sent, so that the load sheet
may be updated;
 Take note of the passenger's name and of the baggage stub number;
 Communicate the data to the station of arrival so that payment for the excess
baggage can be settled.
 Advise the passenger to remove any personal documents or medications. ‫با عنوانه‬
 Collect any other cabin baggage that cannot be accommodated on board due to
limited storage spaceand tag bag to the final destination.
 Ensure the baggage tagged at the gate is taken into account for load control.
 Inform the passenger of pick up at the baggage claim area
Note 1: Those items can be accepted in the cabin only if space is available. Otherwise they
shall be loaded in the baggage compartment.
Note 2: Passenger is responsible for hand luggage during all transportation.
2.2.9 Cabin Seat Baggage (CBBG)

2.2.9.1 Definition
 Passengers may request an additional seat for their valuable or fragile items, musical
instruments and diplomatic baggage on board within the terms of IAA.
 Cabin Seat Baggage is baggage not usually suitable for loading in the aircraft hold.
 Cabin Seat Baggage includes:
 Musical instruments.
 Works of art.
 Electronic equipment.
 Diplomatic baggage.
 Valuable baggage.
 This type of luggage has to be accompanied by a passenger and reservation and
payment is required for this additional seat.
 Cabin seat baggage cannot include items such as clothes, food etc.
 Only one item shall be put in each seat

Part: 2
Issue: 05
Rev: 01
 Valuable or fragile items, musical instruments or diplomatic baggage have to be

accompanied by a passenger.
 Maximum weight for each of cabin seat baggage shall not be more than 10 kg.
2.2.9.2 Loading and Lashing Cabin Seat Baggage

Loading staffis responsible for securing, loading and lashing of bulky, oversize, fragile or
valuable baggage in the cabin.

Part: 2
Issue: 05
Rev: 01
2.3 Registered /Checked Baggage

2.3.1Definition
 Registered Baggage includes all those items, which are weighed and carried in the
aircraft compartment hold of the aircraft on which the passenger is travelling and are
not accessible to passengers during flight.
 Checked baggage is baggage for which IAA takes custody
 IAA may refuse to carry checked baggage which is inadequately packed or
unsuitable for air carriage due to its weight, size or nature.
 Every piece of baggage should display the passenger's name.
2.3.2 Checked Baggage Allowance

The baggage allowance is the amount of baggage, expressed in weight or number of pieces
that may be presented for registration at check-in. It is determined by the class of service
chosen by the passenger and is specified on the flight coupon for each leg of the journey in
question. Regarding other carriers tickets, free baggage allowance is whatever specified in
the free baggage allowance box of flight coupon, based on mutual Interline Agreement.
 Passengers are entitled to a pre-determined checked baggage allowance which can
vary based on the fare paid, passenger Category, routing, group status or class.
 There are two standard checked baggage allowance concepts:
 Weight Concept: measured by the total weight of checked baggage (shown as
weight amount on ticket e.g. 20 kg (45 lb).
 Piece Concept: measured by the number of pieces of checked baggage (shown
as PC on ticket).
2.3.2.1 Allowance by Weight

The weight concept applies worldwide to both domestic and international routes with the
exception of those to/from USA and Canada and is expressed as follows:
 Free Allowance as Circular:
DOMESTIC
CLASS INTERNATIONAL FLIGHT
FLIGHT
Y 20 30

Part: 2
Issue: 05
Rev: 01
Note 1: Note: for children under two years not occupying a separate seat, free baggage
transportation is limited to 10 kg (22 pounds), with dimensions of each piece (the sum of
three dimensions) not exceeding 115 cm (45 inches) under piece and weight concept. To
children aged more than 2 paying at least 50% of the adult fair the same rules as to adults
shall apply.
Note2: Norms of free baggage allowance shall not apply to animals i.e. birds, bees and
other animals, except for eye-seeing dogs accompanying blind Passengers.
2.3.2.2 Allowance by "Piece"(to/ from/through USA and Canada)

For journeys to/from North America the "piece concept" allowance applies, from the station
of departure to that of destination.
 Y/C CLASS
 Two pieces of registered baggage with a total size not exceeding 273 cm (107 inches)
and total weight not exceeding 64 kg (140 pounds). One of the two pieces in any
case, shall not, exceed 158 cm (62 inches) in size and 32 kg (70 pounds) in weight:
 Hand baggage not exceeding 115 cm (45 inches) in size
 Infants
 Up to 2 years of age, one piece of registered baggage not exceeding 115cm (45
inches) in size
 A folding pushchair baby /buggy.
2.3.2.3 Additional baggage allowances for passengers with disabilities

 Passengers with special requirements are entitled to certain additional baggage
allowances, free of charge but subject to the following limitations:
 Passengers who are dependent on a wheelchair may travel with a fully
collapsible wheelchair stored in the aircraft hold. Passengers who are
dependent on braces or crutches may also travel with these items stored in
the aircraft hold.
 Passengers who are dependent on a portable kidney dialysis machine are
entitled to travel with one machine and ancillary equipment loaded in the
aircraft hold.

Part: 2
Issue: 05
Rev: 01
2.4 Excess Baggage

 Wherever the baggage presented by a passenger at check-in exceeds the weight,
number or size limits of the baggage allowance applicable to the journey/class, the
excess baggage should be transported only following payment of an excess baggage
ticket. All excess baggage shall be assessed and charged for prior to the boarding of
the aircraft by the passenger.
 The excess baggage ticket shall be attached to the passenger's ticket.
 Excess baggage tickets are also required for the transportation of:
 Bulky baggage traveling in the cabin,
 Pets,
 Baggage with a declaration of value,
Note: During check-in, the coupon for the excess baggage ticket shall be stapled to the
respective flight coupon and XBAG shall be entered on the boarding pass to permit
checking during the boarding stage.
 Excess baggage fees per kilogram or piece or special item are generally applied at
the time of checked baggage acceptance.

Part: 2
Issue: 05
Rev: 01
2.5 Pooling
 Passengers traveling in a group at their discretion have the right for application of the
amount of free baggage transportation norm, and IAA shall be obliged to apply this norm
to such Passengers. Group rate of free norm also applies to Passengers being members
of one family.
 When two or more passengers traveling as one party on the same route to the same
destination present themselves and their baggage for traveling at the same time but not
necessarily in the same class may pool their baggage allowance on condition that they
check-in together, Their maximum allowance will be the sum of their individual maximum
allowance. Baggage in excess of the combined maximum allowance will be subject to the
excess baggage charge.
 For transportation of baggage that exceeds the baggage allowances, these will be
charged at the rate set by IAA.
 The payment for transportation of such baggage will receive a receipt issued for payment
of transportation allowance or Miscellaneous Charges Order (MCO).
2.5.1 Pooling Procedures

 Enter the total number/weight of the registered pieces of baggage on the group leader's
ticket or on the ticket of one of the passengers. Enter the PL code in the
"Endorsement/Restriction" box, followed by the total number of the pooled passengers;
 Enter the PL code and the last three figures of the group leader's ticket number in the
"CK/UCK Baggage" boxes on the tickets of the pooled passengers;
 The pooling of passenger baggage shall be registered only when it is ascertained that all
the items are provided with identification name tags.
 For security reasons, give each of the passengers the relative stubs for his/ her baggage.
In fact, according to Annex 17 of the ICAO, should one of the pooled passengers not
show at the gate, IAA shall be able to identify his/her baggage so that it can be unloaded.
Pooling is not allowed of flights with high standards of security that are advised
from Security Department.

Part: 2
Issue: 05
Rev: 01
2.6 Standard Baggage Check-In

2.6.1General
 Checked baggage shall be accepted when that is appropriately packaged and
labeled with passenger identification.
 Dangerous goods signage shall be displayed.
 Weight and pieces information shall be reviewed for recording in the DCS and for
applying appropriate fees.
 If applicable, ask the passenger any required security related questions.
 Agent should be aware of items due to their nature that might contain dangerous
goods.
 The number and weight of each piece checked in baggage shall be transferred to the
load control office.
2.6.2 Checking
The following shall be considered at check-in
 Checked/Registered baggage shall be provided with tags specifying the flight route,
including station codes, flight numbers, and security numbers and dates.
 The baggage tag stub shall be attached to the passenger ticket to be used for
baggage identification upon arrival.
 Registered Baggage shall consist of suitcases or containers that are sufficiently rigid
and resistant to the stress caused by normal handling so as to ensure safe transport
without special handling requirements.
 Checked baggage shall be carried on the same aircraft as the passenger, unless the
IAA determines such carriage is impracticable, in this case the IAA Shall transport the
baggage on a preceding/ subsequent flight on which space is available.
 The number and weight of the baggage shall be registered even in the case of
baggage allowance per piece (since if the weight is not registered and the baggage is
lost, passengers are automatically entitled to maximum compensation). In the case of
baggage check-in for several legs an arrow shall be drawn on the corresponding
following boxes.
 A forwarding tag for each piece of baggage shall be printed or filled by hand, always
checking the details on the tag correspond to the route printed on the ticket, and attach
them to the baggage, removing any old tags.
 The baggage stubs shall be attached to the ticket cover.

Part: 2
Issue: 05
Rev: 01
 The "heavy" label shall be applied if available when the baggage weighs over 30 kg; to
facilitate handling of heavy baggage it is recommended that the weight of each
baggage not exceeded 32 kilos. If anyone paces of baggage greater than 32 kg is
required to be repacked;
 Tag and register the baggage for:
 The first stopover point;
 The connecting station, if requested by the passenger;
 The point at which the booking is confirmed or requested;
 The point where a change of airport is scheduled and the passengers shall
transport their baggage to the connecting airport;
 The point of destination as specified on the ticket / tickets, whether or not in
conjunction with confirmed booking.
 The point at which the passenger wishes to take possession of all or part of his
checked baggage;
Note 1: During the registration baggage, the passenger shall be present at the check-in
desk for weighing and external review of all their baggage and hand baggage.
Note 2: After registration, baggage liability for the integrity of checked baggage lies with the
IAA.
2.6.3 Items Shall Be Registered at Check-in

 For piece concept the following items shall be considered as 135 cm baggage items
(53inches) irrespective of their actual size;
 For weight allowance restrictions these items shall be weighed together with normal
baggage, with the exception of following items for which different regulations exist:
 A sleeping bag;
 A rock sack;
 A pair of skis, with ski-sticks and ski boots
 A golf bag containing clubs and golf shoes
 Surf, windsurf and any equipment related to
 A suit bag (type 20 on the baggage identification chart at the lost and found office);

Part: 2
Issue: 05
Rev: 01
 A suitably packed bicycle (one-seat pushbike) on condition that the handlebars are
fixed laterally and the pedals removed;
 A pair of water-skis;
 fishing equipment consisting of no more than 2 fishing rods, one fishing reel, one
landing net, a pair of fishing boots and a box for fishing items;
 sports weapons consisting of no more than one container with a maximum of one
gun and one full magazine or barrel for each weapon per passenger and a
telescopic sight and small tools for cleaning and maintenance;
 Any portable musical instrument not exceeding 100 cm in length.

Part: 2
Issue: 05
Rev: 01
2.7 Security Check of the Baggage during Check-in

 The baggage shall be always weight, regardless of the baggage allowance applied,
 entering the number of the registered baggage pieces and their weight, in the
appropriate boxes " Checked Baggage" on the flight coupon (in case of ATB tickets
since the flight coupons are not carbon copied any data shall be written on all the
flight coupons in the ticket); should there be no baggage to check-in cross out the
appropriate boxes.

Part: 2
Issue: 05
Rev: 01
2.8 Crew Baggage

Crew baggage may be presented at check-in, or airside and should be clearly identified with
a crew label as well as all flight details.

Part: 2
Issue: 05
Rev: 01
2.9 Special Baggage

2.9.1 Sports Equipment
Generally, sporting equipment will be presented as separate pieces of checked baggage.
Apply procedures for fees and charges procedures shall be applied , and special handling if
required.
limited release tag shall be applied if applicable.
It is permitted to transport Ski equipment, Golf bags, and Surfs and Windsurfs as Registered
baggage against payment of a special excess baggage supplement.
2.9.1.1 Skiing Equipment

This consists of a pair of snow- skis, a pair of sticks and a pair of ski boots and is subject to
supplementary charge only if the baggage allowance is exceeded.
The additional supplement to be charged is:
 allowance by weight,
Fixed excess of 3 kg
 allowance by piece,
25% of the applicable "flat charge"
2.9.1.2 Golfing Equipment

This consists of a golf-bag containing golf clubs and of a pair of golfing shoes and is subject
to supplementary charge only if the baggage allowance is exceeded.
The additional supplement to be charged is:
 Allowance by weight
Fixed excess of 6 kg up to a maximum weight of 15 kg Should the weight exceed 15
kg, the weight difference will be subject to a normal supplementary charge for excess
baggage per kilogram.
 international allowance by piece
50% of the applicable "flat charge"
Note : The special supplementary charge shall be applied to one piece of equipment only,
Any further equipment exceeding the normal baggage allowance, will be subject to the
normal excess baggage supplementary charge.

Part: 2
Issue: 05
Rev: 01
2.9.1.3 Surf and Windsurf

Surfing and windsurfing equipment shall always be checked-in in addition to the baggage
allowance and can only be checked-in on condition that the passenger:
 declared the items at the time of booking and that, for interline routes, the
connecting Carrier has communicated its approval , otherwise the items can only
be checked-in for the IAA flight;
 Presents himself / herself at check-in at least one hour before flight departure.
Surfing or windsurfing equipment shall be adequately packed in containers or
packaged in such a way that the article is protected from damage during loading and
unloading operations.
 An excess supplement shall be paid for the check-in of these items.
Note: On flights carried on ATR 72, the items in question should not be accepted. On other
A/C types, due to variety of this equipment dimensions, the reservations and the check -in
shall be arranged in concord with the Cargo Dept.
2.9.2 Pets
2.9.2.1 General
There are two methods of carriage:
 Pets carried in the passenger cabin in an approved container.
Note: IAA does not carry any kinds of pets in passenger cabin.
 Pets carried in the cargo compartment.
Note: It is necessary to mention that because of technical and operational restrictions in

"Iran Aseman Airlines" fleet, Pets shall only accepted in the hold until further notice.
The followings shall be considered in transportations of pets:

 Prior special arrangements with IAA and transportation in a container are required.
Excess baggage rates shall be charged, whereby the total weight of animal and
container should be counted and any unused part of the passenger’s own free
allowance cannot be taken into consideration.

Part: 2
Issue: 05
Rev: 01
 Only animals which appear to be in good health and condition and fit to travel to the
final destination should be tendered for carriage by air.
 Charges for the carriage of accompanied pets shall be the normal excess baggage
charges on the weight system and twice the normal baggage charges on pieces
system ,and the animal and container shall not be allowed in the checked baggage
allowance of the passenger.
The carriage of pets as registered of cabin baggage should be allowed under specific
conditions and shall always be booked in advance.
Nevertheless, since some countries prohibit or limit the introduction of animals it is strictly
necessary to consult the TIM or TIMATIC in addition to IATA publications such as the "live
Animals Regulation" and "The Air cargo Tariff".
Pets should not be included in the standard baggage allowances and should be subjected to
the payment of an excess supplement, either by piece or by weight according to the route,
as specified in the PAT or in the Iran Aseman Airlines Tariff.
Normally pets should be accepted as registered baggage, however, at the passenger's
request, transport in the passenger cabin is allowed under specific conditions. However, in
the case of mixed mail/ passenger flights, transport in the passenger cabin is not permitted.
The passengers shall provide pet's suitable kennel and food during the flight and journey.
In general, Carriage of pets (especially in the cabin) should be in concord with the relevant
Departments policy in advance.
2.9.2.2 Table of container positions and restrictions

For version of the A/C ALL Y/class
Seat To Be Allocated To The

In
In The Max Number Passenger And In Front Of
A/C The
Cabin Per Class Which Containers Should Be
Hold
Positioned
B-72S 2 NONE NONE NONE
F-100 1 NONE NONE NONE
ATR72 1 NONE NONE NONE
On Board ATR 72 shall be complied with following directions:

In the hold may be carried only one container of dimensions:
81 length x 58 width x 52 height cm; preferably to put in the forward hold.
The container may contain:

Part: 2
Issue: 05
Rev: 01
 1 AVI and Kennel plus AVI plus food shall not exceed 30 Kgs
or
 5 AVI of same species and Kennel plus 5 AVI plus food shall not exceed 8 Kgs.
2.9.2.3 Animals in Hold (AVIH)

 Animals in Hold are transported as checked baggage in the aircraft hold and travel in
accordance with IATA Live Animal Regulations, and IAA regulations
 It may include:
 Domestic animals such as dogs, cats, birds, etc.
 Other small warm-blooded animals, such as guinea pigs, hamsters, rabbits, etc.
 Apply operator acceptance procedures with local customs requirements, animal
age and health requirements.
Note: Domestic animals of unusual size or wild animals, reptiles and rodents shall be
transported as cargo.
2.9.2.4 AVIH Handling

 Only rigid containers with a secure door are acceptable.
 A water container shall be provided in each container.
 Only one animal per container, unless they are used to cohabiting, in which case the
following applies:
 A maximum of two adult animals of comparable size up to 14kg. each, that are
compatible, may be shipped in the same container. Animals over that weight shall
travel individually.
 Animals up to six months old from the same litter, up to 14kg. each, up to a
maximum quantity of three, may be shipped in the same container/compartment.
 The container shall be large enough to permit the animal to stand in a natural
position, turn around and lie down.
 Animals should be loaded last and unloaded first.
 Minimize time on the ramp to protect animals from wind, rain, noise and extreme
temperatures.
 Keep other luggage at least 150 mm (6 inches) away from the container sides to
maximize ventilation.
 Natural predators should not be positioned next to each other.

Part: 2
Issue: 05
Rev: 01
 Do not load animals in the same compartment with dry ice or radioactive materials
2.9.2.5 Guide Dogs

The Transportation of guide dog belonging to blind and/or deaf passenger is free of charge
on condition that the passenger's disability is confirmed by a medical certificate.
Guide dogs shall be carried in the hold only.
Note: Guide dogs shall be carried in the hold only
2.9.2.6 Check-in
● The check-in staff should:
 Check the pet's health documents and any authorizations required by the countries
of its boarding, transit and destination;
 Check that the container is of adequate size, resistant, has a leak proof bottom and
is provided with holes / openings to allow for sufficient airflow;
 Check the excess baggage ticket to verify that the passenger has paid the required
supplement;
 The pet should have been booked at the same time as the passenger. If this is not
the case the pet should be checked-in only after consultation with the Competent
Bodies to verify whether the conditions for transport are suitable, that is that there is
room in the heated baggage compartments, compatibility with other booked
pets/animals and compliance with the established number and weight limitations;
 Tag the container as registered baggage for the station of destination of the leg
covered by the booking;
 Enter the ".INFOAVIH" code for cargo hold transportation , so that the animal will
appear in the special passenger list which will be delivered to the Cabin Attendant in
charge.
 At non-automated stations, enter the appropriate code on form Special passenger list
and on the load sheet;
 Enter the PETC code on the boarding pass in the case of cabin transport.
 If the boarding pass is of a pocket- type, containing the flight coupon, make sure that
excess baggage coupon is included.

Part: 2
Issue: 05
Rev: 01
2.9.2.7 Sample containers for carriage of live animals
2.9.2.8 Notification to Captain for Special Load

The captain shall be advised of the species /location /and quantity of any live animals on
board the aircraft.
A ”Special Load Notification To Captain“(NOTOC) Form, with “animal” load information and
the required action, shall be presented to the captain before flight departure.(Sample of
NOTOC is available in part 22.3)
2.9.2.9 Boarding
When the passenger presents himself/herself at the boarding gate with a pet, check that the
PETC code appears on the boarding pass. If it does not, the passenger shall return to the
check-in counter, unless the formalities can be carried out at the boarding gate itself.

Part: 2
Issue: 05
Rev: 01
2.9.2.10 Transit
In the event of a transit stop at a station en-route, the passenger may unload the container
to attend to the hold-checked animal. On re- boarding ensure that the container is securely
closed.
2.9.2.11 Segregation
 Live animals shall never be stowed together with:
 Dry Ice (ICE)
 Foodstuff (EAT)
 Radioactive Material (RRW/RRY)
 Poison (RPG/RPB)
 Infectious Substances (RIS)
 Human Remain (HUM)
 Animals that by nature are natural enemies
2.9.3 Diplomatic Baggage

Diplomatic baggage is understood to be a sealed package traveling with a diplomatic courier
and which is declared by the courier at check-in.
Given their special nature, these baggage items can under no circumstances be transported
under the IAA responsibility and shall be considered as Non -Registered baggage even
when their size requires them to be transported in the hold.
IAA will however be responsible for the loss of or damage to diplomatic baggage according
to the regulations applied for Non-registered baggage. If the diplomatic baggage is to be
transported in the hold the diplomatic courier shall personally see to its conveyance to and
from the aircraft.
The courier is allowed to observe the loading and unloading operations of the Diplomatic
baggage, being personally responsible for the same.
2.9.3.1 Check-in
Carry out the usual check-in operations entering the "INFODIPB" code and registering the
baggage weight in the "UNCK" box on the passenger ticket. If the baggage is transported in
the passenger cabin attach the "Cabin" tag, otherwise DO NOT ATTACH the check-in tag
but enter DIPB / HOLD on the boarding pass.

Part: 2
Issue: 05
Rev: 01
2.9.3.2 Boarding
The diplomatic courier shall be sent to the aircraft well in advance of other passengers in
order to allow him/ her to:
 Stow the baggage in the hold;
or
 Stow the baggage in the passenger cabin. This action should be agreed upon with
the ramp.
2.9.3.3 Arrival
If the baggage is transported in the aircraft hold, it shall be born in mind that the diplomatic
courier will leave the ramp area later than other passengers since he/ she will have to see
the unloading and transfer of the diplomatic baggage from the aircraft to the airport
premises.
2.9.4 Bulky Baggage

 Bulky baggage using additional seat (extra seat)
 The transportation of baggage exceeding the weight and /or volume limits as stated
for hand baggage or of fragile or valuable baggage in the passenger cabin is allowed
against payment of a ticket for a supplementary seat that specifies the kind of
transportation.
 The additional charge for every seat occupied by the baggage should be the one that
a passenger occupying that seat would have paid, excluding particular tariffs such
as: inclusive tour, child, ID, spouse, seamen etc.
 Bulky baggage is never included in the baggage allowance; it shall always be placed
on and secured to a passenger seat and shall not therefore exceed the following
dimensions:
 Width 42 cm
 Depth 40 cm
 Height 70 cm
 Bulky baggage shall be shown in the passenger's PNR, and cannot be accepted as
registered baggage since it is transported in the cabin under the passenger's
responsibility, it will be checked reducing the flight actual availability (OR) of the seat
occupied by bulky baggage.

Part: 2
Issue: 05
Rev: 01
 Nevertheless, It will be held responsible for any loss of or damage to such baggage
according to the regulations applied to any non- registered baggage.
 The maximum weight of any baggage is 55kgs per seat; and the passenger checked
baggage allowance will not be increased when using this facility.
In assigning seats, bear in mind that bulky baggage shall never be stowed near doors
or emergency exits and stowed preferably at window seats.
2.9.4.1 Heavy Suitcases

If the bulky item is a heavy suitcase, it shall not exceed the following dimensions
and weight if it is to be secured to a seat:
 Width 40 cm
 Depth 38 cm
 weight 32 kg
Note: Unchecked baggage (bulky/fragile/valuable): baggage whose properties do not allow
its transportation in the hold. This baggage, under IAA's permit, should be carried in the
aircraft cabin and remains under passenger's custody.
2.9.4.2 Violoncello
If the bulky item is a violoncello, its case shall not exceed the following maximum
dimensions:
 Width 50 cm
 Depth 30 cm
 Height 135 cm
It's presentation at the check-in counter shall take place at least 60 minutes before the
departure time. On board the violoncello shall be placed on the seats immediately in front of
a bulkhead. Should this not be possible window seats shall be used.
The rows located near the emergency exits or the doors shall absolutely be excluded.
2.9.4.3 Check-in
 Enter the following on the passenger ticket:
 The weight of the bulky baggage in the "UNCK" box;
 The BULK code in the "Endorsements/Restrictions" box.
 Enter ".INFOBULK" in the check-in input followed by the number of the seats
occupied by the baggage;

Part: 2
Issue: 05
Rev: 01
In this way all the stations involved should be informed so that they may be in a position to
carry out any operational procedures they are responsible for. The data should be included
in the Special Passenger Check-in list which shall be delivered to the cabin attendant in
charge.
At non-automated stations the BULK code followed by the seat number shall be entered by
hand on the boarding pass and at the same time the ramp/weight and balance operators
shall be informed in view of the loading and restraint operations on board and the inclusion
of any data on the load sheet.
The BULK code shall also be entered on form "Special Passenger List"
 Remove the excess baggage coupon and staple it to the corresponding flight
coupon;
2.9.4.4 Boarding
 Have the passenger board sufficiently a head of other passengers for the loading
and restraint operations of the bulky baggage item in the passenger cabin.
2.9.4.5 Arrival
 Bear in mind that the passenger may leave the ramp area later than other
passengers as he/she shall wait for the bulky baggage to be unloaded.

Part: 2
Issue: 05
Rev: 01
2.10 Weapons
Passengers' attention shall be drawn to regulations concerning carriage of Restricted
Articles, including guns, by means of prominently displayed Notices, or other means.
2.10.1 Carriage of Weapons in Hold Baggage

 No firearms, except those carried by authorized persons (flight security officer),
should be allowed in passenger cabin;
Weapons are to be kept secured at all times either by approved personnel or locked away in
a secure location.

Part: 2
Issue: 05
Rev: 01
2.11 Dangerous Goods in Baggage

2.11.1 General
Note: IAA is not approved to carry any type of Dangerous Goods by Iran Civil Aviation
organization under any circumstances and all references below are only for more
information.
 For safety reason dangerous goods as defined in the IATA Dangerous Goods
Regulations, following items shall not be carried in or passenger checked or carry-
on baggage.
 Briefcases with alarm devices installed or in corporative lithium batteries and/or
pyrotechnical materials;
 Gases (flammable, non -flammable, deeply refrigerated and poisonous) such as
camping gases and aerosols;
 Flammable liquids, such as lighter fuels, paints, varnishes and thinners;
 Lighters with non-absorbable gases (except liquid gas) and their relative refills;
 Explosives, munitions, fireworks flares and rockets flares;
 Flammable solids such as matches and highly flammable items;
 Substances which emit flammable gases on contact with water;
 Mercury thermometers or similar devices containing mercury;
 oxidizing substances (such as bleaching powder and peroxides);
 Infectious or poisonous materials;
 Radioactive material;
 Corrosive materials (such as mercury, acid, alkali);
 Magnetized materials and miscellaneous dangerous goods specified in the IATA
Dangerous Goods Regulations.
Note 1: Strike anywhere "matches are forbidden for transportation by air.
Note 2: Disabling devices such as mace, pepper spray, etc, containing irritant or
incapacitating substances are prohibited on the person, in checked baggage, and carry- on
baggage.

Part: 2
Issue: 05
Rev: 01
Note 3: NO Spare Lithium Batteries and Portable Battery Chargers in Check-in Baggage;
ONLY allowable in Carry-on Baggage
 Passengers and crew may carry items in their baggage which can be considered
dangerous goods if only it meets the requirements which are mentioned in IATA
DGR. table 2.3 A
 Check-in staff should be aware of commonly carried items and question passengers
where there is a suspicion of their carriage. (e.g. camping equipment, hunters).
 Should undeclared mis-declared or leaking dangerous goods be discovered, this
shall be reported to the operator and Supervisor, State of Authority, and all items not
be permitted to travel.
 According to IATA Dangerous Goods Regulations (DGR), certain items are
prohibited in checked and/or cabin baggage, e.g. cigarette lighters, matches, spare
lithium batteries.
2.11.2 Permitted and Forbidden Dangerous Goods

 Items forbidden for transportation:
 Any goods, items, liquids and other substances which could possibly create a
considerable risk to the health of passengers, or affect the safety of the flight or
property of IAA or to other passengers at the time of transportation, in particular
explosives, compressed gases, materials that cause corrosion, oxidants, radioactive
materials, magnets, flammable materials, poisonous, harmful or irritative substances,
as well as any other items and substances, which are determined in “Technical
Instructions on safety air transportation of dangerous freights”, ICAO, Doc 9824-
AN/905, and as such are forbidden for transportation on passenger aircrafts.
 any goods or items, for which transportation is forbidden by applicable laws of any
country, from the territory of which, on the territory of which, or through the territory of
which the flight will be operated
 any goods not suitable for transportation due to their nature, weight, dimensions,
form or smell.

Part: 2
Issue: 05
Rev: 01
 Safety and Quality Assurance Dept. identifies permitted dangerous goods in

passenger and crew baggage as mentioned in Part 2.11.3 and every manual holder
in all airports of departure is made aware of these items.
 Check-in staff shall be familiar with all permitted and forbidden dangerous goods
through initial and recurrent training. Check-in staff shall inform passengers of
permitted dangerous goods and detect forbidden dangerous goods.
 Safety and Quality Assurance Dept. ensures all staff who have an interaction with
passengers are made aware of the process through required training to maintain the
effectiveness of the process.

Part: 2
Issue: 05
Rev: 01
2.11.3 Dangerous Goods Permitted in Passenger and Crew Baggage

Dangerous goods shall not be carried in or as passengers or crew, checked or carry-on
baggage, except as otherwise provided in the following pages.

Part: 2
Issue: 05
Rev: 01

Part: 2
Issue: 05
Rev: 01
Note 1: When dangerous goods not permitted are discovered either in baggage or on
person of passenger or crew shall be reported to IAA supervisors; IAA shall report any
occasion when undeclared /miss-declared dangerous goods are discovered to CAO.IRI or
appropriate authority of the state in which this occurred.
Note 2: Staff shall be aware of commonly carried items and question passengers where
there is a suspicion of their carriage.
In case of undeclared / mis-declared or leaking dangerous goods discovered, this shall be

reported to the operator and supervisor.
Note 3: Certain items of dangerous goods which are not permitted to be carries in hold
baggage shall be removed and carried in cabin baggage; If cabin baggage due to size or
weight or any other reasons cannot be accommodated to cabin and shall be transported as
hold baggage, these items shall be removed and carried only in cabin by passenger.
Note 4: Certain items of dangerous goods such as cigarette lighters, matches, spare lithium
batteries shall be prohibited in checked/ carry-on baggage.

Part: 2
Issue: 05
Rev: 01
2.12 Passenger Awareness - Dangerous Goods in Baggage

 To place special emphasis on passenger awareness of dangerous goods in baggage
and dissemination of information to passenger to provide a warning as the types of
dangerous goods that prohibited from being transported on board an aircraft, IAA or
Handling Agent displays a poster in sufficient number in passenger contact areas
and at the airport where passengers are processed including:
 Ticket offices
 Travel agencies
 Check-in counters
 Boarding areas
 Baggage claim areas
 Also provides brochures of its own design with the following principal points:
 Heavy use of graphics/minimal use of text;
 Stress that these items are forbidden and to not pack them;
 Highlight most common forbidden items:
 matches, lighters, refills, fuel, camping gas, paint, solvents, lacquer, fireworks
bleaches, drain cleaners, mercury, corrosive chemicals;
2.12.1 Provisions of Information to Passengers about Dangerous Goods

2.12.1.1 General
IAA shall ensure that information as to the types of dangerous goods which a passenger is
forbidden from transporting aboard an aircraft is provided at the point of ticket purchase.
Passengers will be noticed and informed by IAA about the type of dangerous goods which
they are forbidden from transporting aboard an aircraft;
Travel agents and /or any party involved in the air transport of passengers, shall provide
passengers with information about the types of dangerous goods which they are forbidden
from transporting aboard an aircraft. This information shall be consisted as minimum of
notices at those locations where there is an interface with the passengers.

Part: 2
Issue: 05
Rev: 01
2.12.1.2 Information at the Airport

Information shall be provided with the passenger ticket such that prior to or during the check-
in process the passenger receives the information;
In case of passenger ticketing or check-in is accomplished using electronic means,
dangerous goods information shall be presented in the electronic medium.
 IAA or handling agent shall ensure that notices warning passengers as to the type of
dangerous goods which are forbidden for transport aboard an aircraft are prominently
displayed in sufficient number by IAA at each places at the airport where:
 Tickets are issued
 Passengers checked-in
 Aircraft boarding areas
 In baggage claim areas,
 Handling Agents other IAA who perform passenger handling operations for IAA, shall
provide passengers with information about the types of dangerous goods which they are
forbidden from transporting aboard an aircraft; this information should consist as a
minimum of notices at those locations where there is an interface with the passengers.
 Handling Agents other IAA who perform passenger handling operations for IAA, shall
provide passengers with information about the types of dangerous goods which they are
specifically prohibited in hold baggage or items which shall be removed from cabin
baggage when cabin baggage cannot be accommodated in the passenger cabin through
notices warning passengers.
For any additional information refer to IATA Airport Handling Manual.
Note: Dangerous goods are not permitted for transport as passenger checked/ hold
baggage by IAA except as those provided in Part 2.11.3

Part: 2
Issue: 05
Rev: 01
2.12.1.3 Information via Internet Booking

In case of passenger ticketing is accomplished using electronic means (internet);
dangerous goods information will be presented in IAA E booking system in the form of
text.
The ticketing purchase is not completed until the passenger, or a person acting on their
behalf has indicated that they have understood the restrictions on dangerous goods in
baggage.
2.12.2 Detection of Hidden Dangerous Goods

IAA and or handling agent check-in staff shall be adequately trained to assist them to
identify and detect hidden dangerous goods carried by passengers other than items
permitted or permitted by IAA approval.
 Passenger handling personnel shall be trained to:
 Detect or recognize Dangerous Goods carried by passengers;
 Identify Dangerous Goods that are prohibited from transport.
Seek confirmation from a passenger about the contents of any item where they are
suspicious that it may contain Dangerous Goods, with the aim of preventing Dangerous
Goods which passengers are not permitted to have from being taken on board an aircraft in
their baggage.
 Check –in staff shall follow the checklist which is available in part 22.7 to ensure no
restricted articles are carried by passengers in their baggage.
Additionally handling agent's personnel shall report any instance of prohibited Dangerous
Goods discovered in passenger baggage to supervisors and station manager/IAA
representative using dangerous goods occurrence report in order to prevent carriage of
Dangerous Goods or Restricted articles in passenger baggage.
 At each airport terminal the security shall be informed by IAA to preclude carriage of
Dangerous Goods by passengers so that each detected Dangerous Goods will be
prevented by security personnel.
Refer to IATA Airport Handling Manual 170 and Subsection 9.6.2IATA Dangerous Good
Regulations to get any additional information.
With the aim of preventing dangerous goods which passengers are not permitted to have
from being taken on board an aircraft in their baggage or on their person, check-in staff shall
seek confirmation from a passenger that they are not carrying dangerous goods that are not

Part: 2
Issue: 05
Rev: 01
permitted, and seek further confirmation about the contents of any item where there are
suspicions that it may contain dangerous goods that are not permitted.
Note1: Safety and Quality Assurance Dept. through annual and random audit ensures the
Ground Handling personnel are familiar with procedures for identification and detection of
Dangerous Goods, in order to prevent carriage of these items or restricted articles in
passenger's baggage
Note 2: When dangerous goods not permitted are discovered either in the baggage or on
the person of passenger or crew, it shall be reported to CAO.IR, using the "form “Mandatory
Occurrence Reporting Form” (MORs), Part 22.13 and /or the state in which this occurred.

Part: 2
Issue: 05
Rev: 01
2.13 Firearms and Ammunition

The transport of firearms and ammunition are governed by special regulations as provided
by IATA. These items can be accepted as registered baggage only, labeled to the final
destination and on the conditions that:
 The firearms are unloaded, dismantled and packed into special closed containers;
 Ammunition shall be packed and adequately protected against knocks and sudden
movements in appropriate metal, wood or fiber containers provided with safety locks and
which are shock and fire proof; that ammunition is transported for sports purposes and shall
not exceed one full magazine or barrel for each weapon per passenger.
The transport of ammunition with flammable or explosive bullets is strictly forbidden.
This type of baggage may not be pooled;
Note: On ATR 72, the transportation of firearms and /or ammunition is forbidden .
Considering the nature of such baggage, it will be necessary to provide the passenger with
exact information concerning police regulations and any customs formalities. This will allow
the passenger to prepare accurate documentation before departure thus avoiding any
possible objection of the authorities, which could cause serious difficulties and consequent
delays.
2.13.1 Check- in
Check that the passengers are in possession of the appropriate documentation for the
transport and carrying of firearms in compliance with the regulations of the countries of the
stations of boarding, transit and disembarkation (consult TIMATIC or TIM). Direct the
passengers to IAA Security Department to accomplish applicable procedure.
Note: Authorized persons performing duty on board an aircraft, such as a law enforcement
officer or diplomatic courier, may be permitted to retain custody of a firearm and ammunition
upon duly identifying themselves at check-in time.
2.13.2 Transit
 Wherever a connection is scheduled in the course of the journey
(international/domestic, domestic /international, international / international, domestic
/domestic), inform and advise the passengers to enquire with the transit station staff

Part: 2
Issue: 05
Rev: 01
for information on customs and/or police procedures regulating the export, import and
transit of firearms.
 Firearms shall be unloaded and packed in a manufacture’s crush proof type
container, manufactured specifically for the firearm or in a hard case. Baggage
containing handguns shall be locked with a key or lock combination in possession
of the passenger only and the bag shall be of the hard -side type. Ammunition shall
be packed in the manufacture’s original package or securely packed in fiber, wood
or metal boxes. Baggage containing firearms will be transported only in an area
(other than the cockpit), that is inaccessible to passengers. A declaration , signed
and dated on the day the baggage is accepted for transportation ,shall be attached
to the outside of the case declaring that the firearms are not loaded however when
firearms are contained in cases not specifically designed for carrying firearms ,the
declaration shall be placed inside the container .
 At check-in time, passenger shall surrender the firearm and make a written and/or
verbal declaration that the firearm as surrendered is safe for transportation.
 For firearms used for sporting purposes carried on the aircraft, passengers shall
have entry in their possession for the country or countries of transit and destination.
 Authorized persons performing a duty on board an aircraft, such as law enforcement
officer or diplomatic courier, may be permitted to retain custody of a firearm and
ammunition upon duty identifying themselves at check-in time.

Part: 2
Issue: 05
Rev: 01
2.14 Explosive
Monitions, corrosive and articles that are easily ignited shall be accepted for carriage in the
baggage / cargo compartment of the aircraft only and only with prior approval.
No more than 11 lb. gross weight of small arms ammunition for sporting purposes for
passenger, securely packed for personal use, excluding those with explosive or incendiary
projectiles.
More than 11 lb. but less than 55 lb. gross weight per passenger for personal use, excluding
those with explosive or incendiary projectiles, provided the passenger makes a written
declaration confirming that the ammunition is packed in a strong outside container made of
wood, metal or fiberboard, is protected against shock, and secured against movement. The
declaration shall also confirm that the passenger is not carrying more than 55 lb. total gross
weight.

Part: 2
Issue: 05
Rev: 01
2.15 lithium Battery

Following procedures shall be taken into consideration for carriage of lithium battery:
 Small Rechargeable Lithium Battery up To 100 WH, i.e. Camera, Laptop, iPad, MP3
Player:
 In equipment may be carried both in carry-on or checked-baggage.
 As spare shall be carried only in carry-on baggage.
 Medium size Rechargeable Lithium Battery between 101 to 160 WH , i.e.
Commercial Camera, video Equipment
 In equipment may be carried both in carry-on or checked-baggage.
 As spare no more than 2 batteries shall be carried only in carry-on baggage.
 Large Rechargeable Lithium Battery above 160 WH:
 Carriage of Large Rechargeable Lithium Battery above 160 WH is strictly
forbidden both in carry-on or checked baggage.
A major risk of shipping lithium batteries is short-circuit of a battery or inadvertent activation

while in transport. All batteries shall be packed to eliminate the possibility of a short-circuit
or activation. It shall be ensure no batteries can come in contact with other batteries,
conductive surfaces or metal objects while in transport.
Note 1: In order to prevent short circuits the battery terminals shall be individually protected
(pack in original retail packing or placing them in the plastic bag).
Note 2: Equipment containing lithium battery shall be switched off in checked or carry-on
baggage.
Note 3: Information about lithium battery shall be provided with the passenger during the
check-in process through notices. (Attachment 22.19)
IAA or handling agent shall ensure that notices warning passengers are prominently
displayed in sufficient number by IAA.

Part: 2
Issue: 05
Rev: 01
2.16 Baggage Destination

Through-label baggage to one of the following points, whichever occurs first:
 The first stopover point of the passenger.
 The point to which transportation has been confirmed (OK in ticket), requested (RQ
in ticket) or listed (SA in ticket).
 The point where a change of airport is involved.
 The final destination specified in the ticket, including any tickets issued in conjunction
with this ticket.
 Make sure that the Minimum Connecting Time (MCT) is respected.

Part: 2
Issue: 05
Rev: 01
2.17 Baggage Security Procedures

Note: In this manual all references to Dangerous Goods are being ignored because
IAA is not approved to carry any type of Dangerous Goods by Iran Civil Aviation
organization under any circumstances.
2.17.1 Baggage Check-in Under Normal Conditions

 Apply IATA and IAA regulations and make spot checks;
 Ensure security of baggage tags;
 Review all procedures for acceptance and carriage of baggage, for potential
security weakness;
 Advice passengers to lock and identify baggage;
 Ensure that all baggage boarded (except expedite baggage) belongs to
passengers who are traveling on the flight.
2.17.2 Baggage Check-in Under Extreme Conditions

 Suspend curbside check-in;
 Inspect contents of hand baggage (authorized under conditions of carriage);
 Search all baggage including interline, or inspect by X-Ray or other advices and
cabin baggage or other items shall not permitted to be brought on board without
search;
 Seal all bags at time of acceptance;
 last minute cabin baggage or other items shall not permitted to be brought on
board without search;
2.17.3 Security of Baggage

 The following procedures shall be taken into consideration:
 Ensure all bags have a passenger identity label attached providing same where
necessary;
 Tag baggage through to final destination indicated on ticket, taking special care
to provide for interline transfer when required, at intermediate points;
 Remind passenger to lock luggage;
 Remind passenger to carry valuables onto the aircraft instead of leaving these in
checked baggage;

Part: 2
Issue: 05
Rev: 01
 Remove old tags and cover or obliterate old labels, leaving no doubt as to where
bag is currently destined ;
 Refuse bags, packages or other containers which are not suitable for secure
carriage as checked baggage.
 Protect baggage tags from access by the public. Remove all destination tags
after each flight.
 Accept checked baggage only upon presentation of a passenger ticket.
 Lock the baggage. if the locks don’t work , put a strong strap around it, to keep it
from opening up and items being lost.
 Items of value or important documents shall be carried on passenger's person.
 All checked baggage shall be properly packed in suitcases or similar containers
in order to ensure safe carriage with ordinary care in handling, i.e. it shall be
sufficiently rigid and resistant to stand pressure caused by normal loading
conditions (cartons are therefore not acceptable).
 Travel documents, medical certificates.X-ray plates, etc., as well as fragile
articles, valuables such as money ,jewellery, silverware, negotiable papers
,securities and business documents shall not be packed in the registered
baggage, only in the hand luggage.
 Stock of baggage tags shall be kept out from hands of unauthorized persons, by
limiting stock to current needs and providing devices for holding tag stock secure.
Note 1: IAA will accept for transportation fragile, delicately constructed, artistic, brittle and
precision items, and otherwise unsuitable articles as checked baggage when appropriately
packed in an original factory sealed carton , cardboard mailing tube or container, or case
designed for shipping these items, or when packed with protective internal material upon the
execution of a release.
Note 2: IAA shall not be responsible for damage caused to the passenger or his/her
baggage during X-ray or other scanning, prohibited for transportation except for the cases of
negligence on the part of IAA.
Note 3: baggage that is separated from the passenger shall be subject to additional security
control.
Note 4: if the passenger fails to transfer for any reason, the passenger checked baggage
shall be removed from the aircraft.

Part: 2
Issue: 05
Rev: 01
2.18 Acceptance of Power-Driven Wheelchairs as Checked Baggage

 Wheelchairs or similar devices operated by dry cell batteries or non-spill types of
batteries as defined in the IATA Dangerous Goods Regulations and ICAO technical
instructions for the safe transport of dangerous goods may be accepted on condition
that the batteries are disconnected and the terminals insulated to prevent accidental
short circuits and the battery is securely attached to the wheelchair.
 Wheelchairs or similar devices operated by wet cell batteries on condition that they
are loaded in an upright position and that the batteries are disconnected and the
terminals insulated to prevent short circuits. Should upright storage be impossible
the batteries shall be removed and transported according to the indications in the
IATA Dangerous Goods Regulations.
 There are two main types of batteries used with wheel chairs or mobility aid devices:
2.18.1 Accepting Wheelchairs/Mobility Aids with Non-Spillable Batteries

Pre-notification may be required and acceptance is subject to operator approval.
 Battery terminals shall be insulated to prevent accidental short circuits, e.g. by being
enclosed within a battery container.
 Battery shall be securely attached to the wheel chair.
2.18.2 Accepting Wheel Chairs/Mobility Aids with Spillable Batteries

(NA/ for information only)
 Packing rules:
 Wheel chair shall be loaded, stowed, secured and unloaded while maintaining an
upright position.
 Battery terminals shall be insulated to prevent accidental short circuits, e.g. by
being enclosed within a battery container.

Part: 2
Issue: 05
Rev: 01
 Battery shall be securely attached to the wheelchair.

 Battery shall be carried in strong, rigid packaging as follows:
 The outside packaging shall be leak-tight, impervious to battery fluid and
protected against spilling by securing to pallets or by securing them in cargo
compartments using appropriate means of such as restraining straps, brackets or
holders.
 The battery terminals shall be protected against short circuits.
 The battery shall be secured upright in the packaging and be surrounded by
compatible absorbent material sufficient to
 Absorb its total liquids.
 The outside packaging shall be marked “battery–wet–with wheel chair”.
 The outside packaging shall be labeled with the “corrosive” label.
 Battery shall not be loaded if not packaged appropriately
2.18.3 Accepting Wheel Chairs/Mobility Aids with Lithium Batteries

Pre-notification may be required and acceptance is subject to IAA approval.
 The batteries shall be of a type which meets the requirements of each test in the UN
Manual of Tests and Criteria, Part III, subsection 38.3.
 IAA shall verify:
 The battery terminals are protected from short circuits, e.g. by being enclosed
within a battery container
 The battery is securely attached to the wheelchair or mobility aid
 Electrical circuits have been inhibited.
 Mobility aids shall be secured against movement in the cargo hold and shall be
carried in a manner so that they are protected from being damaged by the movement
of baggage, mail or other cargo;
 Where a battery-powered wheelchair or other similar mobility aid is specifically
designed to allow its battery(ies) to be removed by the user (e.g. collapsible):
 The battery(ies) shall be removed. The wheelchair/mobility aid may then be
carried as checked baggage without restriction.
 The battery(ies) shall be protected from short circuit by insulating the terminals
(e.g. by taping over exposed terminals).

Part: 2
Issue: 05
Rev: 01
 The removed battery(ies) shall be protected from damage (e.g.) by placing each
battery in a protective pouch. The battery(ies) shall be carried in the passenger
cabin.
 Removal of the battery(ies) from the device shall be performed by following the
instructions of the manufacturer or device owner.
 The battery shall not exceed 300 Wh, or for a device that is fitted with two
batteries required for operation, each battery shall not exceed 160 Wh.
 a maximum of one spare battery not exceeding 300 Wh or two spares each not
exceeding 160 Wh may be carried.
 The pilot-in-command shall be informed of the location of the mobility aid with an
installed battery or the location of the lithium battery when removed and carried in
the cabin.
2.18.4 Notification to Captain

The pilot in command shall be provided with written information according to the technical
instructions about the dangerous goods carried on the flight by NOTOC.
Note: for further information and details or requests for exceptions contact with IAA Airport
Services Dept.
2.18.5 Handling Wheel Chairs/Mobility Aids

 Apply the “delivery at aircraft” procedure when personal collapsible wheel
chairs/mobility aid devices are taken to the gate. Verify with and advise the
passenger accordingly. Ensure the wheel chair/mobility aid has a name label, DAA
tag and destination tag on it.
 If applicable, issue a NOTOC and advise the pilot in command of the location of
the wheel chair or mobility aid device.
 Stow and secure the wheel chair/mobility aid device to prevent unintentional
operation and ensure it is protected from being damaged by the movement of
baggage, mail or cargo.
 Ensure load control is aware of the carriage of electric mobility aids.

Part: 2
Issue: 05
Rev: 01
2.19 Connecting Baggage / Interline Check-In of Baggage

Note: as there is no any interline contract between IAA and other Airlines, all refers and
procedures contained in this part about interline baggage are for further information only.
2.19.1 Connecting Baggage

 Baggage is considered connecting baggage when:
 the delivering flight and the receiving flight arrive and leave on the same day;
 the delivering flight arrives late at night and the receiving flight leaves early the
following day with an interval from 6 to 12 hours, on condition that the
passengers accept not to reclaim their baggage at the connecting station; If the
passenger requests that his/her baggage be tagged only as far as the connecting
station enter "on passenger's request” on the baggage identification stub next to
the destination.
 When passengers have to collect their hold baggage during the transfer process
(because of immigration or security policies of a State), the hold baggage shall be
treated as originating baggage.
 If baggage is collected landside, submit it to screening before loading on the
aircraft.
 If the baggage is collected and transferred in the sterile area, re-screening may
not be necessary.
 Interline, transfer and connecting baggage shall follow the reconciliation procedures
as originating baggage
2.19.2 Short Connection Baggage

2.19.2.1 Definition
Short connection baggage is baggage of passengers having an onward connection
out of a hub with a short scheduled connecting time.
2.19.2.2 Identification
 Short connection baggage may be identified by a remark on the baggage tag.
2.19.2.3 Handling Short Connection Baggage

 Identify all short connections out of the hub airport.

Part: 2
Issue: 05
Rev: 01
2.19.3 Interline Acceptance of Baggage

 The originating airline, prior to transportation of interline baggage on its services
shall:
 Remind passenger to carry valuables on to the aircraft instead of leaving these in
checked baggage.
 Ensure that baggage is adequately secured to permit safe carriage with ordinary
care. If baggage has no family name and initials, the passenger shall affix such
exterior identification to such baggage prior to acceptance;
 write or print at the appropriate places In each flight coupon of the ticket the
number of pieces and the weight of baggage to be accepted as checked
baggage for the passenger;
 Issue for each piece of such baggage an interline baggage tag;
 Indicate as the destination in the documents:
o the first stop point;
o the point to which transportation has been confirmed or has already been
requested with continuous connections;
o a connecting points where transfer from one airport to another is necessary
and where the passenger is required to take possession of his baggage;
o the final destination specified in the ticket including any tickets issued in
conjunction therewith, whichever occurs first;
 Upon returning the ticket with the baggage identification tag(s) to the
passenger, draw the passenger’s attention to the baggage identification’s
tag(s) and in particular to the final destination to which the baggage has been
checked;
 For baggage accepted for carriage, the convention permits the passenger to
increase the limit of liability by declaring a higher value for carriage and paying a
supplemental charge if required.
Note 1: If passenger is accepted as a point other than ticket counter (as a curbside) require
passenger to show his ticket.
Note 2: Keep stock of baggage tags from hands of unauthorized persons, by limiting stock
to current needs providing devices for holding tag stock secure.

Part: 2
Issue: 05
Rev: 01
2.19.4 Limits of Responsibility and Declaration of Value

IAA limits of responsibility in the event of any loss or damage to registered baggage vary
according to whether the route is international or domestic.
 On domestic routes the limit should be established by the procedures in-force for
each piece of baggage registered and in relation to the damage actually caused.
 On international routes the limit should be established by the International
Conventions in force in 17 Special Drawing Rights (SDR), as defined by the
International Monetary Fund that is 20 USD per kg of registered baggage.
For non-registered baggage, IAA is not considered responsible unless damage was caused
by the IAA itself.
Note: The SDRs are quoted daily alongside the main currencies.

Part: 2
Issue: 05
Rev: 01
2.20 Special Load Notification to Captain

2.20.1 General
The "Special Load-Notification to Captain" "NOTOC”:
Is the formal advice to aircraft captain of dangerous goods and/ or other special loads to be
carried on board.
 This advice shall be provided in written form to comply with international air safety
laws.
 This document shall be used to notify captains of any load which may be potentially
hazardous or which should be brought to the attention of the flight crew. This could
result from the need for special stowage, in-flight care, attention at transit stops or
special requirements in case of delay.
 Live animals shall always be included in the notification to ensure their welfare, as
the hold ventilation and heating system is, for some aircraft types, regulated from the
flight deck.
 The notification shall be readily available and remain on board the aircraft
throughout its flight.
2.20.2 Completion of Notification to Captain (NOTOC)

 According to IATA and IAA Regulations a NOTOC form shall be completed in three
copies for each special load/during check-in and Prior to accept any Special Loads,
check- in staff shall complete a NOTOC form as follows:
1) Station of loading
2) Flight Number
3) Date of operation
4) Aircraft registration
5) Name and signature of the authorized staff who prepared the form.
 For other special loads, the notification shall specify and complete following boxes:
Other special loads
6) Station of unloading (IATA three –letter Airport)
7) Air waybill number
8) Contents & description
9) Number of packages
10) Quantity of the shipment.
11) Shipment lATA code.

Part: 2
Issue: 05
Rev: 01
12) The loading locations on board the aircraft. (Position)

13) Loading supervisor's Signature
14) Captain's Signature
15) Other Information
 The information is mandatory in all fields of NOTOC except for other information field.
2.20.2.1 Sample of Notification to Captain completion (NOTOC)
Part 1 Part 2
    
Part 3
       
 
  
Part 4 Part 5
Part 1:
This part shall be completed by the authorized staff who prepares the form
Completion of all the all  boxes are mandatory
Part 2:
Because of Iran Aseman Airlines is not approved to carry any types of Dangerous
Goods by IRAN Civil Aviation Organization this part shall be left unfilled.
Part 3:
This part shall be completed by the authorized staff who prepared the form

Part: 2
Issue: 05
Rev: 01
Completion of all the all  boxes are mandatory;
Box number  shall be completed by load control office.
Part 4:
This part shall be completed and signed by flight captain and loadinig supervisor
Part 5:
Completion of this box is optional.
2.20.3 NOTOC form for Multi-sector Flights

 At station of Loading
 The check-in/cargo acceptance agent shall prepare a separate NOTOC for each
station en-route.
 The loading supervisor shall sign the NOTOC and obtain the captain's signature on all
forms.
 On arrival at transit station
 The loading supervisor shall collect all copies of the NOTOC forms from the flight
deck.
 The terminating NOTOC shall be retained in the appropriate station's file.
 The transit and joining NOTOC forms shall be presented to the outgoing captain by the
loading supervisor as soon as he reports to the aircraft.
 Changes or repositioning of transit dangerous goods shipments or other special load
shall be properly amended on the transit NOTOC form.
2.20.4 Distribution of Copies

 One copy shall be filed in passenger check-in /cargo acceptance.
 One copy shall be sent to Load Control to determine the loading position and it shall
be filed at Load Control.
 One copy shall be delivered to the Flight Captain to be notified of the special load and
be readily available during flight.
Note 1: All copies shall be signed by Flight Captain and Loading Supervisor prior to being
filed. All NOTOC forms shall be kept at least for one year.

Part: 2
Issue: 05
Rev: 01
Note 2: Only live animals shall be accepted as special load as checked baggage. In case of
acceptance of live animals NOTOC form shall be completed.
2.21 Items which shall be Identified and Communicated to Load Control Dept.
 Check-in staff shall identify the following items and communicate them to Load Control:
 Hold baggage, individual or cumulative weights, that exceed normal allowances;
 Gate delivery items, including individual or cumulative weights that exceed normal
allowances.
 Other non-normal items such as baggage or consignment dimensions of which exceed
normal allowances.

Part: 2
Issue: 05
Rev: 01
2.22 Baggage Reconciliation

 Maintain passenger/baggage reconciliation as required, including:
 standby passengers;
 off-airport and group check-in passengers;
 voluntary or involuntary deplaning;
 Transit passengers.
 Baggage that is separated from the passenger may be subject to additional security
controls.
 Offload the hold baggage of any passenger who disembarks earlier than the station of
arrival.
 If the passenger fails to transfer for any reason, the passenger's checked baggage shall
be removed.

Part: 2
Issue: 05
Rev: 01
2.23 Baggage Handling

2.23.1 Baggage Room Preparation
2.23.1.1 General
The baggage room shall prepare a sufficient and pre-determined number of baggage carts
and containers in accordance with theexpected passenger load for a flight.
2.23.2 Removal of Checked Baggage

If instructed to remove hold checked baggage, obtain the name and security number and
number of pieces of baggage requiringremoval.
The baggage is removed and shall be re-screened prior to returning it to passenger services
for further handling.
Always communicate with gate with respect to the addition or removal of any checked
baggage.
2.23.3 Handling of Hold Baggage

 If passengers and crew members are required to personally identify their hold
baggage before loading, do not load any baggage not identified.
 Ensure there is no opportunity for the exchange of cabin baggage for hold baggage
which may contain items to be used in aplanned act of unlawful interference.
 When screening of hold baggage gives rise to suspicion regarding the contents, the
local screening authority will proceed as perlocal regulations.
2.23.4 Baggage Tags

 All old tags shall be removed.
 Apply appropriate destination tag and handling tags.
 Place tags in an easily readable location, and where they will not easily be torn off.
 Follow tag instructions, and do not stick glue directly to passenger baggage.
 Use limited release tags as per operator policy.
 Follow operator procedure with respect to supplementary tags on baggage items,
such as:
 Priority tags–to identify Priority baggage to be offloaded first, and segregated as
per carrier.
 Limited Release Tags–used on fragile or unsuitably packaged items.
 Fragile Sticker–requires extra care in handling.

Part: 2
Issue: 05
Rev: 01
 Heavy Tag–placed on items over 23 kg (50 lb).

 Connection tags–may require segregation on loading and offloading.
Note: All baggage handling personnel and supervisors shall be trained to identify dangerous
goods labels to detect and prevent shipments labeled “Cargo Aircraft Only” from being
loaded onto aircraft for the passenger flight.
Supervisors shall supervise the handling process through the check-list to ensure shipments
with cargo aircraft only label are not loaded into the aircraft.
2.23.5 Heavy Tag

2.23.5.1 General
 IAA provides “Heavy tag” label for handling of checked baggage to be compliance with
occupational Health and Safety Legislation. This is specific to the handling, loading and
unloading the aircraft.
 According to AHM 630 section 4.5.3.3.1.2 and IAA policy, the maximum weight of any
single piece of checked baggage should not exceed 23 kgs (50 lbs), without prior
arrangement. “Heavy” tags/labels shall be placed on all pieces of baggage which exceed
23 kgs, with the actual weight of the piece to be shown on the “heavy “tag/label.
 Identification of Heavy Baggage.
 For the safety of all those involved in the handling of baggage it is vital that “Heavy
Baggage” be identified and tagged at check-in.
 A ‘Heavy Baggage’ tag shall be attached to any item of baggage weighing over 23kg and
to any smaller item that is heavier than expected for its size.
 The weight of the baggage shall be recorded on the tag.
The exact weight of the article should be clearly identifiable.
2.23.5.2 Maximum Weight for each Checked Bags

The maximum weight for individual heavy baggage should be set at 32kgs.
2.23.5.3 Limitation for Single Baggage

According to AHM 630 section 4.5.3.3.1.5 and IAA policy, each single baggage
exceeding 32kg is not acceptable.

Part: 2
Issue: 05
Rev: 01
2.24 Mishandled Baggage

2.24 1Storage and Handling Mishandled/Unidentified/Unclaimed Baggage
Note: IAA is not equipped with Tracing system; all reference and information about this are
only for more information.
 Enter mishandled or unclaimed found baggage details into tracing system‫ب‬.
 Hold such baggage in a safe and secure area where access is controlled.
 Where required, make sure such baggage is subject to security controls before being
loaded into an aircraft.
These controls could include a combination of:
 Manual search;
 X-ray;
 Simulation chamber;
 Vapor or trace analysis;
 Delayed onward dispatch for 24 hours or more;
 In addittion:
 “RUSH” tag to be used;
 Follow the security requirements of the forwarding carrier;
 It is preferable to load unaccompanied baggage in the Aft Bulk hold of the aircraft
and/or separate from regular baggage;
 The number of unaccompanied bags with a “RUSH” tag shall be included in the
total load summary.
2.24.2 Mishandled Mobility Aids

 Damaged, delayed or missing mobility aids shall be handled as priority:
 Provide a suitable equivalent loaned item or replacement as needed and as per
operator policy.
 Arrange for the repair or replacement of the item if needed.
2.24.3 AVIH
Delay of or damage/injury to AVIH should be handled as priority.

Part: 2
Issue: 05
Rev: 01
2.24.4 Legal Time Limits for Reporting

Loss, delay, damage or pilferage of baggage shall be reported immediately upon arrival, or
within 7 days for damage, 21 days for delay, subject to operator procedures. Follow
standards from the IATA Baggage Services Manual.
For full details about “Lost and Found” procedures refer to Part 13

Part: 2
Issue: 05
Rev: 01
2.25 Baggage Theft and Pilferage Prevention

2.25.1 Baggage Handling Area
 All areas shall be supervised and access shall be controlled.
 All areas shall be well lighted
 Surveillance cameras shall be used, where feasible.
 Baggage held outside normal operating hours shall be stored in a secure area.
2.25.2 Ramps and Standing Areas

 Where possible load baggage into containers at make-up area and thence onto
aircraft when this cannot be achieved, the following procedures shall be taken:
 Retain baggage in makeup area, moving it to planeside no earlier than necessary
 Keep ground route from make-up area to planeside as short as possible and well
illuminated.
 Load baggage in suitable trucks and discourage overloading
 Ramp agent supervisor shall always view compartment into which baggage is being
loaded and keep constant observation during loading operations. before hatch is
closed ,he shall observe state of baggage and report any damage and pilferage
 Periodic check s of all areas shall be undertaken.
 Work assignment records concerning loading and unloading of aircraft shall be kept
for the period of at least three months.
 A complete record of all activities related to flight subject to alleged pilferage shall be
maintained for further reference.

Part: 2
Issue: 05
Rev: 01
2.26 Baggage Make-up Area

 All baggage shall be correctly sorted and prepared for loading on the aircraft in the
baggage make-up area.
 The following points shall be considered:
 Sorting by flight number and destination.
 Separation of baggage by type including interline transfer, on-line transfer and local
baggage
2.26.1 Security of Baggage Make up Area

 Security procedures for the baggage make –up area:
 Make-up or storing area shall be under the supervision of a senior supervisor at all
times.
 This area shall be open plan layout, avoiding any unsighted corners and well
illuminated.
2.26.2 Baggage Room Preparation

The baggage room shall prepare sufficient and pre-determined number of baggage carts
and containers in accordance with the excepted passenger load for a flight.
2.26.2.1 ULD Preparation and Build-up

(a) Any ULD shall be subject to a detailed inspection for damage before use. A damaged
ULD may no longer be airworthy. The limits of allowable damage may be found on the
ODLN sticker attached to the ULD. Where the ULD is found to have damage exceeding the
allowable limits that ULD shall be immediately identified as Unserviceable and be
segregated from other serviceable ULDs. Temporary or “ad hoc” repairs of ULDs shall not
be carried out unless specifically permitted by IAA.
Fabric components such as fabric doors, cargo nets, and cargo straps are also subject to
airworthiness requirements, and shall be protected from damage at all times and withdrawn
from use if damage exceeds allowable limits.
(b) Each ULD should have a “Container Card” inside the pouch near the door and a “Bingo
Sheet” attached to the outside of the ULD next to the pouch (where manual reconciliation is
performed).
(c) 100% of the door locks/net or strap fittings and/or any other device used in the closing of
the ULD shall be fully secured before dispatch.

Part: 2
Issue: 05
Rev: 01
2.26.2.2 Baggage Cut-Off & ULD Load Verification Process

Once a flight has been closed for check-in, the Baggage room lead or the Baggage
supervisor shall:
(a) Review total pieces for each ULD;
(b) Pass on all baggage ULD figures including baggage counts for each container number
and ULD numbers so that the total load summary can be prepared;
(c) Conduct a baggage room sweep to ensure there are no left behind bags.
If baggage is left behind, report to Baggage Services. Appropriate messages must be sent to
the down line station and arrangements made to expedite the return of the bag to the
passenger.
Note: Baggage supervisor shall check ULD preparation, cut-off & ULD load verification
process are in accordance with above procedures through “Baggage Supervisor’s
Checklist”.
Baggage Supervisor’s check-list is completed randomly for 20% of each day flights.

Part: 2
Issue: 05
Rev: 01
2.27 Baggage Doesn’t Show Up At the Baggage Claim

A Property Irregularity Report shall be filled out. This report contains a unique reference
number, which enables IAA to trace the baggage.

Part: 2
Issue: 05
Rev: 01
2.28 Delivery at Aircraft (DAA)

2.28.1 Applicability
 The “delivery at aircraft” procedure is applied for:
 Fully collapsible baby strollers and pushchairs; (larger baby carriages/prams shall be
checked-in).
 Wheel chairs and mobility aids which are not needed during the flight and cannot be
stored in the cabin
 Do not use the “delivery at aircraft” procedure for expensive items (e.g. laptop
computers, large video cameras, etc.), valuable or important documents, etc., as such
items should remain with the passenger.
2.28.2 Procedure at Boarding Gate

Inform the flight coordinator of the number of DAA bags.
2.28.3 Procedure at Arrival

Upon arrival, as per the LDM and/or crew request, unload the DAA items/baggage and
delivery to the aircraft door.
2.28.4 Security Procedure for Ad-Hoc Disembarking Passengers

If a passenger disembarks, check if any DAA baggage has been loaded for the passenger.
When in doubt, perform a full DAA baggage identification

Part: 2
Issue: 05
Rev: 01
2.29 The Right to Refusal Acceptance of Baggage Transportation

 IAA is entitled to refuse to accept baggage as checked, if it is not properly packed in
suitcases with locks or other suitable containers to ensure safe transportation of baggage
and its handling with using conventional means of handling.
 Checked baggage of passenger who not appeared for boarding at aircraft is subject to
mandatory unloading from aircraft.
2.29.1 Refusal of Baggage

 IAA refuses the acceptance of following items for transportation except where a previous
permission has been granted.
 Articles that are not directly connected with a particular flight or passenger.
 Unaccompanied baggage (except lost and found)
 Articles unsuitable for carriage due to size, weight or characteristics
 Any other type of article which is likely to endanger the aircraft, occupants or property
of the carrier or the occupants or which probably be damaged if carriage by air.

Part: 2
Issue: 05
Rev: 01
2.30 Stroller
2.30.1 Checking In a Stroller
2.30.1.1 Ticket Counter Check-in
 At check-in, the check-in staff shall provide a limited release
 tag for the stroller.
 Before accepting the stroller, make sure all the straps are
 buckled, and emptied the basket of everything.
 Large collapsible strollers, and strollers that don't fold or collapse are usually only
accepted as checked in baggage
 A stroller belonging to the children up to 5 years shall be transported free of charge.
2.30.2 Airport Security Screening Point and Strollers

At the airport security screening point, passenger shall remove the child from the stroller,
and send the stroller through the airport screening machines.
Note: Emptying all the baskets and hidey-holes is an important; before turning the stroller
over at the gate or the ticket counter; make sure all the items are removed from any upper or
lower storage compartments.

Part: 2
Issue: 05
Rev: 01
2.31 Electronic Devices on Board

 The use of passenger's electronic devices on board the aircraft is limited.
 Different kinds of devices may cause interference with the electronic equipment of
the aircraft, e.g. the navigation and communication system.
 Security measures on board the aircraft, especially during take-off and landing, have
to be strictly observed.
 Special conditions apply to the use of electronic devices on board. These conditions
vary based on the type of device and the flight phase.
 Electronic devices (mobile phones, tablets, etc.) may be used in the cabin during all
phases of flight, as long as these devices are in airplane mode.
 Laptops and similar large devices shall be turned off and stowed during taxi, takeoff
and landing.
 Electronic devices that do not feature an airplane mode shall be turned off during all
phases of flight, as they may cause interference.
 The batteries are subject to dangerous goods regulations. Only those batteries which
are not restricted according IATA DGR are to be accepted (refer table 2.3.A of IATA
DGR)
 Battery-powered devices have to be protected from accidental activation.
 Spare batteries have to be protected from damage or short circuit ( the battery’s
terminals must be protected from being touched by metal). This has to be ensured by
proper packing.

Part: 2
Issue: 05
Rev: 01
2.32 Requirements to Baggage Packing

 Each baggage piece shall have serviceable package that would ensure its safety during
transportation and handling, and prevent from injuring Passengers, crew members, third
parties, the aircraft, baggage of other Passengers or other property,
 Baggage not meeting the requirements of above paragraph is not accepted for
transportation
 Baggage having external damage which do not affect its integrity during transportation
and handling and cannot cause damage to Passengers, crew members, third parties, the
aircraft, baggage of other Passengers or other property may be accepted for
transportation as checked baggage upon consent of IAA. In this case, the presence and
type of damage caused to baggage shall be stated in the baggage check tag (Limited
Release) by IAA or its handling agent upon confirmation of the passenger.
 IAA or its handling agent shall request from the passenger an additional packing of the
baggage if necessary.

Part: 2
Issue: 05
Rev: 01
2.33 Safety Procedures for Load Handling Personnel

 Personnel shall assess the weight and never attempt to lift or move more than their
personal physical capabilities.
 Recognized lifting techniques shall be utilized at all times to reduce the risk of personnel
injury.
 To prevent fingers and hands becoming jammed between objects all load shall be slid
into place rather than lifted.
 All load shall be set down easily (rather than dropping it) to avoid injuries to the feet and
toes as well as to prevent damage to aircraft flooring and load.
 When moving pallets/containers, hands and feet should be kept clear of
stops/locks/guides so they do not get caught between the pallet/container and floor
hardware.
 When handling live animals, fingers and hands shall be kept clear of the interior of the
containers to avoid being bitten.
 "Heavy" tags/labels shall be placed on all pieces of baggage/cargo and mail weighing
32kg.
 Extreme care should be exercised when entering and leaving aircraft cabins, holds and
compartments. Aircraft cabins shall only be entered or exited by using
 Stands, steps, or loading bridges and which have been properly positioned and secured.
Holds and compartments shall only be entered or exited by using the appropriate
elevating device and which has been positioned
 Personnel shall not pass through the arc of a propeller at any time, including when it is
stationary.

[Type text]
Part 3
Cargo and Mail
Handling Procedures
Part: 3
Issue: 05
Rev: 00
Cargo and Mail Handling Procedures Date: 01 May 2017

Part: 3
Issue: 05
Rev: 00
All procedures and requirements are described in IAA Cargo Operations Manual.

Part: 3
Issue: 05
Rev: 00

Part: 4
Issue: 05
Aircraft Handling Procedures Rev: 00
Iran Aseman Airlines Date: 01 May 2017
Part 4
Aircraft Handling
Procedures

Part: 4
Issue: 05

Part: 4
Issue: 05
Table of Contents
4.1 Ramp Safety in Aircraft Handling ............................................................................. 11
4.1.1 Introduction .......................................................................................................................... 11
4.1.2 General Ramp Safety ........................................................................................................ 11
4.1.2.1 Danger Areas ............................................................................................................... 11
4.1.2.2 Hazards of Aircraft Engine ......................................................................................... 12
4.1.2.3 Aircraft Hazard Areas ................................................................................................. 12
4.1.2.4 Equipment Restraint Area & Equipment Restraint Line ........................................ 13
4.1.2.5 FOD–Foreign Object Debris ...................................................................................... 13
4.1.3 Safety Instructions for Operating Motorized Vehicles on the Ramp ........................... 15
4.1.3.1 General Safety Instructions for Ground Support Equipment (GSE) .................... 15
4.1.3.2 Basic Operating Requirements for GSE .................................................................. 15
4.1.3.3 Non-Motorized GSE .................................................................................................... 16
4.1.3.4 Passenger Boarding Equipment ............................................................................... 16
4.1.3.5 Passenger Stairs ......................................................................................................... 17
4.1.3.6 Aircraft Loading Equipment ....................................................................................... 18
4.1.3.7 Ground Support Equipment Safety Driving and Parking inside ERA .................. 20
4.2 Potable Water Servicing ............................................................................................ 22
4.2.1 General................................................................................................................................. 22
4.2.2 General Hygiene Precautions ........................................................................................... 22
4.2.2.1 Sanitary Regulations ................................................................................................... 22
4.2.2.2 SterilizationofWaterTankandDistributionSystem .................................................... 23
4.2.2.3 Quality Standards ........................................................................................................ 23
4.2.3 Potable Water Units Servicing Procedure ...................................................................... 23
4.2.3.1 Filling Aircraft Water Tanks ........................................................................................ 23
4.2.3.2 Water Servicing During Freezing Conditions .......................................................... 23
4.3 Toilet Servicing .......................................................................................................... 25
4.3.1 Introduction .......................................................................................................................... 25
4.3.2 Hygiene Precautions .......................................................................................................... 25
4.3.3 Toilet Servicing Procedure ................................................................................................ 26
4.3.3.1 General ......................................................................................................................... 26
4.3.3.2 Draining ......................................................................................................................... 27

Part: 4
Issue: 05
4.3.3.3 Servicing During Freezing Conditions ...................................................................... 28

4.3.3.4 Inoperative Toilet Systems......................................................................................... 28
4.3.3.5 Preventing Overfill of the Waste Tank...................................................................... 28
4.4 Safety during Fueling/Defueling ............................................................................... 29
4.4.1 Fueling Safety Zone ........................................................................................................... 29
4.4.2 Spillage................................................................................................................................. 30
4.4.2.1 General ......................................................................................................................... 30
4.4.2.2 Chemical or Oil Spillages ........................................................................................... 31
4.4.2.3 Fuel Spillage ................................................................................................................ 31
4.4.3 Refueling/Defueling with Passengers on Board ............................................................ 32
4.4.3.1 General ......................................................................................................................... 32
4.5 Adverse Weather Conditions .................................................................................... 34
4.5.1 General................................................................................................................................. 34
4.5.2 Winter or Slippery Apron Conditions ............................................................................... 34
4.5.2.1 Avoidance of Water Spillage from Vehicles ............................................................ 35
4.5.3 Thunderstorms .................................................................................................................... 35
4.5.3.1 Personnel Safety procedures during thunderstorms ............................................. 35
4.5.3.2Fueling............................................................................................................................ 35
4.5.4 High Wind Conditions ........................................................................................................ 36
4.5.5 High Winds Activity Table .................................................................................................. 36
4.6 Safety Cones .............................................................................................................. 37
4.6.1 Safety Cone Placement and Removal ............................................................................ 37
4.6.2 Design of Cones ................................................................................................................. 37
4.6.3 Placement of the Cones .................................................................................................... 37
4.6.4 Safety procedures for GSE approaching aircraft ........................................................... 41
4.6.5 Safety Cones Removal ...................................................................................................... 41
4.6.6 Safety Procedures for Personnel Positioning Aircraft Cones ...................................... 41
4.7 Aircraft Chocking....................................................................................................... 42
4.7.1 General................................................................................................................................. 42
4.7.2 Wheel Chock Placement ................................................................................................... 42
4.8 Hand Signals .............................................................................................................. 47
4.8.1 Introduction .......................................................................................................................... 47

Part: 4
Issue: 05
4.8.2 Conditions for Using Hand Signals .................................................................................. 47

4.8.3 Guide Person Hand Signals for GSE .............................................................................. 47
4.8.4 Marshaling Hand Signals (For Aircraft) ........................................................................... 55
4.8.5 Technical/ Servicing Hand Signals- Ground Staff to Flight Crew................................ 63
4.8.6 Technical/Servicing Hand Signals- Flight Crew to Ground Staff ................................. 68
4.8.7 Pushback hand Signals- Headset Operator to Tug Driver ........................................... 70
4.8.8 Pushback Hand Signals- Wingwalker to Headset Operator/Tug Driver .................... 73
4.9 Aircraft Arrival ........................................................................................................... 75
4.9.1 Actions Prior to Arrival ....................................................................................................... 75
4.9.2 Standard Arrival Procedure ............................................................................................... 75
4.9.2.1 Aircraft Arrival at a Gate or Open Ramp .................................................................. 75
4.9.2.2 Actions after Arrival ..................................................................................................... 76
4.9.3Ground Support Equipment on Arriving Aircraft ............................................................. 77
4.9.3.1 Ground Power Unit (GPU) ......................................................................................... 77
4. 9.3.2 Cooling/Heating Units/Pre-Conditioned Air (PCA) ................................................ 78
4. 10 Aircraft Doors ......................................................................................................... 79
4.10.1 General Safety Requirements ........................................................................................ 79
4.10.2 Cabin Access Doors......................................................................................................... 79
4.10.2.1 General ....................................................................................................................... 79
4.10.2.2 Opening cabin access door from Inside by Trained Crew .................................. 80
4.10.2.3 Opening of Cabin Access Doors from Inside by Authorized and Trained
Ground Staff .............................................................................................................................. 80
4.10.2.4 Opening Cabin Access Doors from Outside with Crew/Ground Staff on Board
..................................................................................................................................................... 80
4.10.2.5 Opening Cabin Access Doors from Outside with no Crew/Ground Staff on
Board .......................................................................................................................................... 81
4.10.2.6 Embarkation or Disembarkation through Cabin Access Doors .......................... 81
4.10.2.7 Closing Cabin Access Doors ................................................................................... 81
4.10.2.8 Re-Opening Cabin Access Doors........................................................................... 83
4.10.3 Cargo Hold Doors ............................................................................................................. 83
4.10.3.1 Opening Cargo Hold Doors ..................................................................................... 83
4.10.3.2 Closing Cargo Hold Doors ....................................................................................... 84
4.10.3.3 Re-Opening of Cargo Hold Doors .......................................................................... 85

Part: 4
Issue: 05
4.11 Aircraft Loading ....................................................................................................... 86

4.11.1 Supervision of Aircraft Loading ...................................................................................... 86
4.11.1.1 General ....................................................................................................................... 86
4.11.1.2 Loading Supervisor ................................................................................................... 86
4.11.1.3 Loading of General Baggage/Cargo ...................................................................... 86
4.11.1.4 Loading of Dangerous Goods ................................................................................. 86
4.11.2 Safety Requirements Specific to Aircraft Loading Operations .................................. 87
4.11.2.1 General ....................................................................................................................... 87
4.11.2.2 Precaution to Prevent Damage to Aircraft ............................................................. 87
4.11.2.3 Special Precautions when using Carts .................................................................. 88
4.11.2.4 Special Requirements when using Tractors ......................................................... 88
4.11.2.5 Special Precautions when using Belt Loaders ..................................................... 89
4.11.2.6 Special Precautions when using ULD Loaders .................................................... 89
4.11.2.7 Low-Wing Aircraft ...................................................................................................... 90
4.11.2.8 Bulk Loading of Smaller Aircraft ............................................................................. 90
4.11.3 General Loading Precautions ......................................................................................... 90
4.11.3.1 Security Procedures for Aircraft Loading and Unloading .................................... 91
4.11.3.2 Loading and off Loading Procedures ..................................................................... 92
4.11.4 Spills in Cargo Holds........................................................................................................ 92
4.11.5 Cargo Hold Inspection ..................................................................................................... 92
4.11.5.1 General ....................................................................................................................... 92
4.11.5.2 Cargo Hold Damage ................................................................................................. 93
4.11.5.3 Compartment Separator Nets ................................................................................. 93
4.11.5.4 Cargo Door Barrier Nets .......................................................................................... 94
4.11.5.5 Container/Pallet Restraint System.......................................................................... 94
4.11.6 Advance Loading Preparation ........................................................................................ 94
4.11.7 Aircraft Ground Stability................................................................................................... 94
4.11.7.1 Definitions ................................................................................................................... 94
4.11.7.2 Precautions ................................................................................................................ 94
4.11.8 Offloading Procedure ....................................................................................................... 95
4.11.8.1 Scaling Process ......................................................................................................... 95
4.11.8.2 Identifying Shipments Requiring Specific Handling ............................................. 95

Part: 4
Issue: 05
4.11.8.3 Safety Precautions for Offload ................................................................................ 95

4.11.9 Loading Procedure ........................................................................................................... 95
4.11.10 Live Animals .................................................................................................................... 96
4.11.11 Wet Cargo ....................................................................................................................... 96
4.11.12 Tie-Down ......................................................................................................................... 97
4.11.12.1 General Rules.......................................................................................................... 97
4.11.12.2 Tie-down Fittings ..................................................................................................... 99
4.11.12.3 Tie-down Equipment............................................................................................... 99
4.11.13 Load Spreading ............................................................................................................ 100
4.11.14 Unit load Devices (ULDs)............................................................................................ 101
4.11.14.1 General ................................................................................................................... 101
4.11.14.2 Identification/ Labeling of ULDs .......................................................................... 101
4.11.14.3 Unit Load Device (ULD) Inspections .................................................................. 102
4.12 Aircraft Departure .................................................................................................. 103
4.12.1 Introduction ...................................................................................................................... 103
4.12.2 Wheel Chock Removal .................................................................................................. 103
4.12.3 Action Prior to Departure ............................................................................................... 104
4.12.4 Pre-Departure Table ...................................................................................................... 105
4.12.5 Pre-Departure Check ..................................................................................................... 106
4.12.5.1 Pre-Departure Walk around Check ...................................................................... 106
4.12.6 Communication Requirements ..................................................................................... 106
4.12.6.1 Communication during Engine Start .................................................................... 106
4.12.6.2 Communication during Engine Fire ...................................................................... 107
4.12.7 Departure Communication ............................................................................................ 107
4.12.7.1 General ..................................................................................................................... 107
4.12.7.2 Departure Communication Dialogue .................................................................... 108
4.12.7.3 Items to be communicated between Ground Staff and Flight Crew ................ 109
4.12.8 Preparation for Pushback .............................................................................................. 110
4.12.8.1 Pre Departure Communication ............................................................................. 110
4.12.8.2 Connecting the Pushback Vehicle ........................................................................ 110
4.12.9 Aircraft Pushback ........................................................................................................... 111
4.12.9.1 Pushback Requirements ........................................................................................ 111

Part: 4
Issue: 05
4.12.9.2 Pushback & Pull Forward....................................................................................... 111

4.12.9.3 Ground Crew in Charge of Pushback .................................................................. 112
4.12.9.4 Wingwalker ............................................................................................................... 114
4.12.9.5 Tractor Driver ........................................................................................................... 115
4.12.10 Open Ramp Departure ................................................................................................ 116
4.12.11 Maneuvering During Adverse Weather Conditions ................................................. 116
4.12.11.1 General ................................................................................................................... 116
4.12.11.2 Icy Conditions ........................................................................................................ 117
4.12.12 Nose Gear Steering ..................................................................................................... 117
4.12.12.1 General ................................................................................................................... 117
4.12.12.2 Nose Gear Protection and Steering Angles ...................................................... 117
4.12.13 Anti-Collision Lights ..................................................................................................... 118
4.12.14 Engine Cross Bleed Start............................................................................................ 118
4.12.15 Re-Establishing Communication after Departure .................................................... 118
4.12.15.1 Initiated from the Cockpit ..................................................................................... 118
4.12.15.2 Initiated from the Ground ..................................................................................... 118
4.12.16 Interphone Communication Failure ........................................................................... 119
4.12.16.1 General ................................................................................................................... 119
4.12.16.2 During Towing ....................................................................................................... 120
4.13 Aircraft Towing ...................................................................................................... 121
4.13.1 Aircraft Towing Requirements ...................................................................................... 121
4.13.2 Towing Maneuvering...................................................................................................... 121
4.13.2.1 General ..................................................................................................................... 121
4.13.2.2 Towing Preparation ................................................................................................. 122
4.13.2.3 Towing Completion ................................................................................................. 122
4.13.3 Incidents during Towing ................................................................................................ 124
4.13.4 Towing Limits .................................................................................................................. 125
4.14 Aircraft Movement ................................................................................................. 126
4.15 Safe Operating Practices in Aircraft Handling ..................................................... 128
4.15.1 Introduction ...................................................................................................................... 128
4.15.2 Requirements for Aircraft Handling Operations ......................................................... 128
4.15.3 General aircraft safety rules .......................................................................................... 128

Part: 4
Issue: 05
4.15.4 Personnel Safety in Aircraft Handling Operations ..................................................... 129

4.15.4.1 Personnel Protection Equipment .......................................................................... 129
4.16 Portable Electronic Devices (PED) ....................................................................... 130
4.17 Accidents/Incidents ............................................................................................... 131
4.17.1 Accidents to Passengers ............................................................................................... 131
4.17.2 Accidents to Staff............................................................................................................ 131
4.17.3 Damage to Aircraft ......................................................................................................... 131
4.17.4 Damage to Equipment and Vehicles ........................................................................... 131

Part: 4
Issue: 05

Part: 4
Issue: 05
4.1 Ramp Safety in Aircraft Handling

4.1.1 Introduction
Ramp safety rules and procedures promote safe ground handling. Therefore, the minimum
safety rules and procedures defined in this part 4.1 shall always be applied and understood
by all personnel working on the ramp.
Aircraft damage can endanger passengers, employees and aircraft. Disruptions may also
negatively impact safe IAA operations. Even a slight scratch or dent on an aircraft may
result in a serious accident.
In case of any aircraft damage, it MUST be reported.
Form SQM-115, Ground Incident/Accident/Damage Report shall be filled-in and sent to IAA
Safety and Quality Assurance Department.
4.1.2 General Ramp Safety

4.1.2.1 Danger Areas
There is a particular risk of blast damage or injury from an aircraft engine's exhaust or
intake. The risk is further increased if forany reason an aircraft stops and then applies the
additional thrust required to “break away” and continue the maneuver.
All vehicles and personnel shall remain clear of aircraft danger areas when aircraft engines
are running and/or the anti-collision lights are on.
 In order to prevent incidents and accidents caused by aircraft engines, ground
personnel shall never position themselves or equipment in the following critical areas
before or during aircraft departure and arrival:
 Engine Intake Area.
 Engine Blast Area.
 Propeller Rotation Area.
Note 1: The length of these areas vary for each aircraft type based on whether the engines
are at IDLE or BREAKAWAY thrust. Refer to each aircraft type specific manual for
applicable distances.
Note 2: Ground personnel and/or loose equipment must stay clear of the intake and blast
areas.

Part: 4
Issue: 05
4.1.2.2 Hazards of Aircraft Engine

4.1.2.2.1 Engine Intake Area
 Engine intake area shall be cleared:
 At arrival, until the engines have been switched off and are spooling down.
 At departure or just before pushback.
 At all times while engines are running.
 It is forbidden to pass through the blast area while the engines are running.
4.1.2.2.2 Jet Blast and Jet Engine Ingestion

 Both engine ingestion and jet blast can be fatal to people and can cause a great deal of
damage to other aircraft, vehicles and equipment.
 A jet engine is very powerful even when taxiing or just starting up or shutting down.
4.1.2.2.3 Propeller Driven Aircraft

 Propellers are particularly dangerous because they spin at high velocity that it is difficult
to see. It may also be difficult to hear a propeller engine operating due to the high
ambient noise levels at an aerodrome. Accidentally walking into an operating propeller
can seriously injured many people.
 The exhaust gases of some propeller driven aircraft may be hot and may travel with
the same force as jet engine exhaust so similar precautions should be taken as
would be taken for a jet aircraft to avoid jet blast around prop aircraft.
 Always walk around the wing of a propeller driven aircraft even if the aircraft
appears to be shut down never walk within the arc of a propeller.
 Never approach a propeller driven aircraft whilst its engines are operating.
4.1.2.3 Aircraft Hazard Areas

 Jet Intake
 The air intake of a jet engine is powerful enough to suck in a human body. Even at
a distance, the jet engine suction is strong enough to devour loose debris e. g.,
rags, bolts, paper, stones, catering foils, plastic cups and bags. All these will
damage the jet engine.
 Pick up all debris from the apron area and deposit it into FOD containers or other
waste receptacles provided.
 Jet Exhaust

Part: 4
Issue: 05
 Temperatures of the exhaust can severely burn the skin of a person standing too close.
The jet blast or prop wash can exceed 100 mph and is capable of moving or toppling
heavy persons or equipment.
Note: On arrival of the aircraft, all staff and equipment must remain off the aircraft stand
until the aircraft comes to a standstill and the engines are shut down. On departure of the
aircraft, all staff and equipment must be kept clear of area behind the wing, and in front of
the engine where there is heavy suction.
 Thrust Reversers
 The thrust reversers are movable mechanical parts of the jet engine, which reverses the
exhaust gas direction during landing to provide a braking effect. In some operations,
they are used to reverse aircraft on departure (power back). When operated, they may
extend or retract from the rear of the engine at a rate of approximately 2 meters per
second. Anyone standing behind the engine and unaware of the thrust- reverse
operation may be severely injured.
 Propeller- Driven Aircraft

 Staff members normally involved with the handling of jet aircraft are extremely
susceptible to forgetting the inherent dangers of propeller- driven aircraft. Propellers
and rotors will always be potential hazards as they operate at head and chest level.
Always approach from the front where you can see and be seen by the pilot.
4.1.2.4 Equipment Restraint Area & Equipment Restraint Line

 The Equipment Restraint Area (ERA) is defined as the area of the apron in which an
aircraft is parked during ground operations.
 It maybe indicated by a painted line) If no markings exist, local airport procedures shall
be followed for safe parking areas, etc.
 The ERA shall be free of obstructions and Foreign Object Debris (FOD) before and
during aircraft arrival and departure.
4.1.2.5 FOD–Foreign Object Debris
Foreign Object Debris (FOD) is a general term which applies to all loose objects which are
a danger to the safety and integrity of an aircraft and which, therefore, shall not be left in
any area where they would constitute a hazard.

Part: 4
Issue: 05
Every individual has a responsibility to ensure that the risk of damage to aircraft from FOD
is minimized. All FOD shall be removed and properly disposed of as soon as it is
discovered.
Often the presence of FOD is due to the carelessness of personnel working airside and
their lack of understanding of its consequences, or the movement of FOD into airside
locations during high winds.
 samples of FOD:
 Plastic and paper,
 bags/sheets, rags
 Metal: nuts and bolts, empty oil and
 hydraulic fluid cans,
 tools and equipment
 Natural objects: rocks, pebbles and wood
 Other debris: burst ballast bags,
 Luggage handles and luggage wheels, etc
Note:
Results of FOD:
Foreign object debris may be ingested into aircraft engines causing damage leading to
engine failure. This is especially critical if it occurs in flight, particularly during the take-off
phase.
In addition, damage caused by FOD can occur to tires, the undercarriage, control systems
and other parts of the airframe. All such damage could lead to in-flight failures FOD
Checks.
 The following checks shall be conducted prior to any aircraft movement or servicing
operation:
 Check ground equipment staging and parking areas in proximity to area of
operation.
 Ensure routine checks are made of ground equipment (including floors of enclosed
cabins).
 In ramp areas ensure that anything carried in or on a vehicle is secured.
 Before aircraft arrival, conduct a FOD walk of the aircraft parking stand removing all
FOD found.
 Pick-up and dispose all FOD in designated garbage bins, where provided.

Part: 4
Issue: 05
4.1.3 Safety Instructions for Operating Motorized Vehicles on the Ramp

4.1.3.1 General Safety Instructions for Ground Support Equipment (GSE)
 Following procedures shall be applied whenever operating GSE on the ramp.
 Only operators which are trained and authorized for that specific equipment type
shall drive or operate GSE.
 GSE must not be moved or driven across the path of:
 Taxing aircraft
 Embarking and disembarking passengers on the ramp.
Note: When operating equipment, the equipment contact zone shall be checked for
possible aircraft damage and immediately report any damage found.
 All safety devices fitted on GSE shall be (e.g. bumpers, handrails, stabilizers, etc.)
during aircraft handling and servicing.
 Ensure protective rubber bumpers ARE NOT compressed against aircraft fuselage.
4.1.3.2 Basic Operating Requirements for GSE

 All GSE involved in aircraft handling at the start of a shift (at least once per day), in
particular the “parking” brakes, rubber protective bumpers, safety systems and all other
proximity sensors shall be checked.
 A vehicle/equipment walk around check shall be Performed prior to its use.
 Apply parking brakes shall be applied and the gear selector is placed in the “PARK” or
“NEUTRAL” position on all GSE when it is parked or positioned. Other safety devices
shall be deployed if fitted.
 When positioning GSE, it shall be ensured that clearance is kept between all GSE and
the aircraft to allow vertical movement of the aircraft during the entire ground handling
process–preventing contact between the aircraft and equipment.
 Extra personnel shall not be carried during GSE movement without an approved seat–
apply the “no seat–no ride” principle.
 Hand-held portable electronic devices shall not be used while operating vehicles or
equipment.
 After positioning equipment on the aircraft, all safety rails on conveyor belts, loaders
and other elevated devices shall be raised–except where restricted by aircraft type.
 Engine shall be turned off once positioned unless required for equipment operation.
 Vehicle shall not be left unattended with its engine running.

Part: 4
Issue: 05
 If equipped with stabilizers, it shall be ensure they are deployed before operation.
 For electrical or motorized GSE positioned at or near the aircraft, being utilized in the
operating mode, the operator shall keep within easy reach of the emergency controls. If
the equipment is not fitted with external emergency controls, the operator shall remain
in the operating position and in control of the equipment. GPUs and PCA/Cabin heater
units may be left running unattended when connected to the aircraft.
 GSE shall not be driven with lifting devices in the raised position, except for final
positioning of the GSE onto the aircraft.
 GSE such as tractor, pallet transported, baggage/cargo carts and dollies shall not move
or be positioned under the aircraft fuselage.
 GSE shall be parked in designated airside equipment parking areas when not in use.
Do not obstruct access to firefighting equipment or to the fuel hydrant emergency stop
switch.
4.1.3.3 Non-Motorized GSE

 When parked, all non-motorized GSE shall have brakes set or chocks in place when not
connected to motorized vehicles.
 ULDs shall be secured on dollies (or trailers/trucks) using the appropriate restraints.
 Pallet and container dollies may only be towed with the turntables in the locked position
(“straight ahead”), and rotated only when at the loader platform.
4.1.3.4 Passenger Boarding Equipment

 The operator of the passenger boarding bridge shall be trained and authorized to
operate the boarding bridge.
 When positioning equipment at doors and driver/operator vision is restricted, guide
person shall be used.
 It shall be ensure that guide person is in a position to accurately judge clearances and
communicate signals to the driver/operator.
 The operator shall stop immediately if visual contact with the guide person is lost. A
guide person is not required if the equipment is fitted with systems (e.g. sensors) that
enable the operator to accurately judge clearances and properly position it to and from
the aircraft.
 The equipment shall not contact the wing root leading edge fairing that extends under
certain cabin access doors and any other sensors or fairings.

Part: 4
Issue: 05
 Any sliding rails and canopies on the equipment shall be fully retracted during
positioning, and fully extended only once the equipment is in position.
 If the equipment's sliding rails cannot be extended until the door has been opened,
they are extended immediately upon door opening.
 If the boarding equipment is not equipped with an auto-level feature,it shall be
positioned the floor of the boarding device 6 in/15 cm below the door sill. This reduces
the possibility that the aircraft door will rest on the boarding device in the event that the
aircraft settles during loading and unloading.
 There shall not be any gap between the boarding equipment and the aircraft that would
allow a person or large piece of equipment to fall throughAny malfunction of the bridge
shall be reported to the appropriate person/authority.
4.1.3.4.1 Safety Procedures for Passenger Bridge

 The bridge shall be serviceable before use.
 The walking surfaces shall be safe for use.
 The bridge shall be fully retracted or parked in its safe designated parking position
during arrival and departure.
 The safety barrier shall be in place whenever the bridge is not at the aircraft.
 The movement path shall be clear before moving the bridge.
 Only personnel required for the bridge operation shall be in the bridge while it is moving.
 The bridge shall move slowly towards the aircraft until the bridge touches the aircraft–
avoiding any aircraft sensors.
 Keep sufficient clearance between the bridge and the underside of the cabin door or as
directed by the cabin door markings.
 Any safety systems and auto-leveler features shall be engaged if applicable. If the
bridge is not equipped with an auto-leveler, theBridge shall be attended by an operator
whenever it is positioned at an aircraft.
 The cabin door shall be closed before removing the bridge.
 When positioning is complete, the bridge controls shall be isolated as applicable.
4.1.3.5 Passenger Stairs

 The passenger stairs shall be serviceable before use.
 The walking surfaces shall be safe for use.
 Passenger stairs shall be outside the ERA before aircraft arrival and departure.

Part: 4
Issue: 05
 The movement path shall be clear before moving the passenger stairs.
 The passenger stairs shall move slowly towards the aircraft, avoiding any aircraft
sensors, until either the protective bumpers just touch the aircraft or the equipment's
proximity sensors stop the movement.
 Keep sufficient clearance between the passenger stairs and the underside of the cabin
door, or as directed by the cabin door markings.
 Engage any safety systems and auto-leveler features if applicable. If the passenger
stairs are not equipped with an autoleveler, the level of the passenger stairs shall be
monitored and adjusted as required.
 Deploy stabilizers if fitted.
 Extend side rails after the cabin door has been opened.
 Make sure passenger stairs are positioned so that the cabin door can be used as an
unobstructed escape route in the event of an emergency/evacuation.
 If the passenger stairs are towed, disconnect them from the tractor and manually
position them on the aircraftClose the cabin door before removing the passenger stairs.
 After the cabin door has been closed, confirm there is no staff on the stairs prior to
retracting stabilizers.
 If the stairs are not positioned on the aircraft, they shall be pulled back sufficiently to
allow the deployment of slides in case of emergency.
Note: Cabin doors shall only be in open position if there is any GSE or boarding device
positioned at the door. Cabin doors may never be opened without any equipment
positioned at the aircraft. There is a risk of falling while operating cabin doors.
Slide deployments can be fatal. If an armed door begins to open, do not attempt to hold the
door, as you risk being seriously injured or killed by doing so.
4.1.3.6 Aircraft Loading Equipment

4.1.3.6.1 Belt Loader
The following precautions shall be taken when operating a belt loader:
 The boom of the belt loader should never be positioned inside the cargo hold of any
aircraft.
 Position and remove a belt loader in a straight line with the cargo hold door at a 90
degree angle to the aircraft fuselage.
 Ensure the boom is clear of the aircraft or other obstacles before making a turn.

Part: 4
Issue: 05
 The rubber bumpers on a conveyor belt loader must NEVER make contact with the
aircraft. Maintain clearance between the belt loader and the aircraft at all times
 Make sure the movement path is clear before moving the ULD loader.
 Always raise side handrails as soon as belt loader is positioned. Make sure they do not
touch the aircraft fuselage.
 Hand rails may be lowered to accommodate large items during loading and offloading.
 Do not stand or walk on the belt when a hand rail is lowered.
 Specially designed belt loaders (e.g. Ramp Snake or Powerstow) require the equipment
to be positioned inside the cargo hold.
 Do not sit or stand on a conveyor belt while it is in operation (up or down).
4.1.3.6.2 ULD Loader

The following precautions shall be taken when operating a ULD loader:
 Check that the ULD loader is serviceable before use.
 Check that the walking and loading surfaces are safe for use.
 Lower both platforms during maneuvering of a ULD loader.
 The ULD loader must be outside the ERA before aircraft arrival and departure.
 Make sure the movement path is clear before moving the ULD loader.
 Never drive a ULD loader underneath the wing of an aircraft.
 Move the ULD loader slowly towards the aircraft, avoiding any aircraft sensors or wing
canoe fairings.
 If visibility is limited or the aircraft type requires the ULD loader to be in close proximity
to the fuselage or wing trailing edge, then a guidance marshaller must be used.
 ULD loaders must NEVER make contact with the aircraft. Position the ULD loader no
closer than 2 in/5 cm or until them proximity sensors stop the movement (if equipped).
 Do NOT open/close aircraft cargo compartment doors while standing on a ULD loader.
Use technical steps or a belt loader with a raised side safety rail, and deploy stabilizers
if equipped. (Not applicable to main deck cargo doors).
 Engage any safety systems and auto-leveler features if applicable. If the ULD loader is
not equipped with an auto leveler, the level of the ULD loader must be monitored and
adjusted as required.
 Deploy stabilizers if fitted and raise safety rails.

Part: 4
Issue: 05
 Constantly monitor the parts of the aircraft that could come into contact with the loader
(e.g. edge of cargo hold opening, aircraft cargo door, control panel doors, fairings on
fuselage and wings).
 Adjust the loader's front platform during loading as required when the aircraft's level
varies as the load changes.
4.1.3.7 Ground Support Equipment Safety Driving and Parking inside ERA
Following precautions shall be applied when driving or parking Ground Support Equipment
(GSE) within the ERA:
 Stop with all motorized vehicles/equipment prior to entering the ERA.
 Make a minimum of one complete stop with all motorized vehicles/equipment prior
to entering the ERA.
 Conduct another “Brake Check” or “Safety Stop” within the ERA by coming to a full
and complete stop to confirm the serviceability of the brake system on the vehicle
and to test the apron surface.
 this action MUST be carried out even if there is no Equipment Restraint Line marked
on the apron.
 this stop must be conducted at a distance of no less than 5 m/15 ft from the aircraft
 Do not drive GSE faster than walking speed
 Maneuver GSE carefully in order to prevent personnel injury and/or aircraft damage.
 Avoid performing any sharp turns near the aircraft, particularly when towing equipment.
 When GSE is being moved in close proximity to the aircraft, and when the vision of the
GSE operator is or might be restricted, the GSE operator shall:
 guided by a guide person using standard IATA signals, and/or
 assisted by means of a suitable camera system or mirror.
 if visual contact with the guide person(s) is lost, the GSE operator shall stop
movement of the GSE immediately
 Any moving vehicle that is not positioning at the aircraft shall stay outside the
operational safety buffer zone.
 Do not drive or park under the aircraft fuselage and/or wing.
Exceptions:
 GSE and vehicles needed for aircraft servicing (e.g. aircraft refueling truck,
water servicing truck, toilet servicing truck).

Part: 4
Issue: 05
 On stations or with aircraft types where the aircraft/stand configuration makes it

necessary to tow dollies under the wing
 During (off)loading of the aft cargo hold of a wide body aircraft. In such
situations: Tow only empty dollies under the rearmost
 Part of the right wing only.
 When parking equipment within the ERA, do not:
 obstruct the evacuation of persons from the aircraft in an emergency
 prevent or obstruct the movement of a fuelling vehicle away from the aircraft
 unnecessarily impede other aircraft handling operations

Part: 4
Issue: 05
4.2 Potable Water Servicing

4.2.1 General
 Water service shall not be performed by staff that has already performed toilet servicing
during the same shift.
 Uplifting water is authorized by IAA.
 Aircraft tank shall be replenished before flight and as per cabin crew request any
deviation must be reported to the supervisor or IAA representative.
4.2.2 General Hygiene Precautions

 Potable water systems are susceptible to contamination by bacteria and other micro –
organism. All water for drinking other personal use made available to crew and
passengers shall be free from chemical substances and micro-organisms which might
cause illness in any form. It is therefore essential that potable water is chlorinated and
that handling companies adhere to sanitary requirements.
4.2.2.1 Sanitary Regulations

 To perform water servicing thefollowing shall be done:
 Wear clean clothing;
 Thoroughly wash your hands using soap before starting water servicing.
 Potable water servicers and toilet servicers shall not be filled up from the same
area;
 Potable water servicers and toilet servicers shall not be parked in the same area;
 Personnel engaged in toilet servicing are not allowed to perform water service at the
same time;
 Before the fill hose is connected to an aircraft, few liters of water shall be pumped to
waste, to ensure through flushing of hose and nozzle. When the hoses are not in
use, all nozzles and conductors shall be protected from contamination either by
covers or by immersing them in receptacles containing water;
 The contents of the potable water servicer shall be drained not later than twenty four
hours after filling.
 The cleaning and disinfecting of servicing vehicles shall be performed weekly. The
interior of the water tank shall be scoured once a month to remove any deposits.
 The toilet and water on the aircraft shall not be serviced at the same time.

Part: 4
Issue: 05
4.2.2.2 SterilizationofWaterTankandDistributionSystem
The monitoring of disinfection ofWaterTankandDistributionSystemshall be take place at
each major servicing, in addition to regular spot checks while in service.
4.2.2.3 Quality Standards

 Regardless of its origin, water destined for aircraft water system shall be potable. If
water is required to be treated; only products approved by local health authority may be
used for treatment of the water. If chlorine is used, content at the point of filling into the
aircraft shall be in the range of 0.3-0.8 mg/I and results shall be made available to IAA
upon request.
 If treated, the potable water servicer may only be used for aircraft servicing after a
minimum of 30 minutes, in order to allow the chlorination agent time to react. The water
should be circulated within the servicer during this time to ensure through mixing with
the chlorination agent.
 Water samples for bacteriological examination from airport water supply systems,
servicing vehicles and aircraft water systems should be collected regularly by health
authorities and airlines. Sampling should be carried out not less than four times a year.
The frequency may be increased if the need arises. Bacteriological contamination of the
water shall not exceed the standards established by the World Health Organization
(WHO) or those issued by the local health authority, if these are more stringent.
4.2.3 Potable Water Units Servicing Procedure

4.2.3.1 Filling Aircraft Water Tanks
 Fill the aircraft water system as close to the departure time of the aircraft as possible.
 Before connecting the aircraft filling hose to the aircraft, flush the hose.
Note: When the filling hoses are not in use, the nozzles or connectors shall be protected
from contamination either by the use of appropriate covers or by immersing them in
receptacles containing chlorinated water.
4.2.3.2 Water Servicing During Freezing Conditions

The following actions shall be followed to prevent freezing of the water in the aircraft water
tanks and lines during freezing conditions:

Part: 4
Issue: 05
 Drain the aircraft water tanks

 Ensure the fill line is fully drained before closing the cap to prevent freezing of fluid
inside
Caution:
 Keep aircraft cargo doors closed to prevent water lines from freezing when the
cargo compartments are not being loaded or offloaded.
 Do not attempt to remove the frozen substance in the fill lines or connections or on
the service panels. Contact maintenance immediately.

Part: 4
Issue: 05
4.3 Toilet Servicing

4.3.1 Introduction
 Toilet servicing is process by which toilet waste is removed from an aircraft at the end of
the flight, in a sanitary manner. The toilet waste holding point is flushed, then re-charged
with toilet fluid. The aircraft system is function tested and declared serviceable.
 Failure to correctly service aircraft toilets on the ground may result in toilets becoming
unserviceable during a flight.
 Hygiene instructions shall be strictly followed concerning the supply for this service.
 Toilet service includes the following:
 Providing of toilet service unit.
 Positioning and removing of toilet service unit.
 Emptying, cleaning and flushing of toilets and replenishing of fluids
 Cleaning of excess fluids from the aircraft exterior
 The complete procedure for servicing the aircraft toilet waste tank consists of the
following 3 steps:
Step 1: Draining of the waste tank(s);
Step 2: Flushing of the waste tank(s);
Step 3: Adding an amount of pre-charge and/or a concentrated deodorant precharge
product
4.3.2 Hygiene Precautions

 Toilet service unit shall not park in the same area as the water service unit nor at the
water filling point.
 Gauntlet gloves/ heavy rubber gloves, full face protection /aprons and face shields and
protective clothing against harmful wastes shall be used during servicing and where
there is a risk of sewage being splashed or sprayed onto the face e.g. emptying aircraft
toilets, working with contaminated aircraft toilet parts or cleaning up body substance
spills.
 Wearing gloves when cleaning (particularly cleaning toilet), and washing hands with
soap and water afterwards.
 For hygiene reasons,if operators conduct both toilet and water servicing functions,
operators shall service potable water before servicing aircraft toilets. After servicing
aircraft toilets, protective clothing/equipment shall be removed and then hands washed
with soap and water.

Part: 4
Issue: 05
 If a significant splash has happened during toilet servicing, the operators should change
clothing before servicing water on other aircraft.
 The water service unit shall never be parked in the vicinity of the toilet service unit.
 Toilet fluids are also corrosive to aircraft structures. Leakage caused by improper
flushing can produce a depressurization or “blue icing” at the toilet service panel.Prior to
servicing, inspect the toilet servicing panel on the aircraft for signs of leakage. If any
horizontal blue streaksare observed, the blue streak shall be cleaned prior to servicing.
After cleaning, look again for signs of leakage. Blue ice build-up in higher altitudes may
influence airworthiness. In case of a possible leak, immediately inform IAA
representative, ground engineer, or advise the flight crew.
 Report all spillages.
Caution:
 Once an agent has performed toilet servicing on an aircraft, the same agent
CANNOT perform water servicing during the same shift.
4.3.3 Toilet Servicing Procedure

4.3.3.1 General
 Toilet service panel shall be checked for stains around the panel prior to opening.
 While opening the service panel, the operator shall stay clear and watch for signs of
leakage.
 Darning of the aircraft waste system shall take place into the waste tank of the toilet
service unit.
 It shall be ensure the drain hose Y-fitting coupling is connected correctly, before a drain
valve handle is pulled.
 The operator should observe the waste system drain hose during draining to confirm that
the waste tank is completely empty.
 Prior to opening a toilet service panel, check for stains or leakage around the panel (blue
icing). Whilst opening the panel stay clear.
 Connect the drain hose to the drain point and ensure the drain hose is connected
correctly before the drain valve handle is activated.
 Connect the fill hose to the fill point. Flush the waste tank with the correct amount of
water.

Part: 4
Issue: 05
 Fill the waste tanks with the correct amount of concentrated precharge packets and, for
aircraft equipped with a conventional toilet system, fill the waste tank(s) with the correct
amount of pre-charge or correct amount of concentrated precharge. For aircraft
equipped with a conventional toilet system, fill the waste tank(s) with the correct amount
of water and precharge, or concentrated deodorant precharge
 Open the drain back valve for a few seconds then re-close. Again, pull the drain back
handle. Close the suction valve. Push the drain handle back into position. Turn off the
vacuum pump.
 After servicing the toilet system, make sure there are no leaks at the drain fitting cap and
the end of the drain hose (Y) coupling.
 Remove the drain hose and check for leakage. Close and latch the fitting caps and
service door panel.
 The waste tank(s) shall be flashed twice and empty them again.
 The tank(s) shall be pre-charged with the correct quantity of water and disinfectant–as
applicable.
 It shall be ensure that there are no leaks at the drain fitting cap and the end of the drain
hose Y-fitting coupling after servicing.
 The nozzle shall be closed tightly in order to prevent the accumulation of ice during flight
and wipe off residual water and disinfectant.
 The fitting caps and service panel door shall be closed and latched after servicing.
Note: Inform aircraft maintenance or flight crew, if:

 Fluid leakage is observed.
 The drain valve will not open or the waste tank cannot be drained
Report any spillage of waste to the supervisor.
4.3.3.2 Draining
 Drain the aircraft waste system into the waste tank of a Toilet Service Unit.
 Observe the waste drain hose during draining to confirm that the waste tank is
completely emptied. The hose will also vibrate for a few seconds as the contents of the
waste tank pass into the waste tank of a Toilet Service Unit.
Note: Drain the waste tanks one at a time for optimal results.

Part: 4
Issue: 05
4.3.3.3 Servicing During Freezing Conditions

 Take the following measures to prevent freezing of the fluid in the aircraft toilet tanks
and lines during freezing conditions:
 Drain the waste tanks if the aircraft is parked in the open for several hours without
electrical power supply and the temperature is, or is expected to be, below the
freezing point, as per the operating airline procedure.
 Fill the aircraft toilet system only after electrical power supply has been restored,
and as close to flight departure time as possible.
 Ensure the fill line is fully drained before closing the cap to prevent freezing of fluid
in the fill line.
Caution:
Do not attempt to remove the frozen substance in the fill lines or connections or on the
service panels. Contact maintenance immediately.
4.3.3.4 Inoperative Toilet Systems

If defects of the toilet system prevent regular servicing, ask qualified technical staff
ifavailable for assistance (e.g. removal of panels, etc.).If no technical staff is available,
inform the Flight crew or an IAA representative.
4.3.3.5 Preventing Overfill of the Waste Tank

 Overfilling the toilets can cause precharge chemicals to follow onto aircraft structure and
electronic systems. precharge chemicals are highly corrosive to aircraft structure and
can cause a dangerous malfunction of electronic systems during flight. This will
adversely affect the aircraft’s flight safety.

Part: 4
Issue: 05
4.4 Safety during Fueling/Defueling

4.4.1 Fueling Safety Zone
 The Fueling Safety Zone (FSZ) is defined as an area of at least 3 meters in any
direction from the centre-point of all fuel vent exits, refueling plugs, aircraft refueling
ports, fuel hydrants, fuel hoses and fueling vehicles. This distance may be further
increased as required by local airport or civil aviation regulations.
 Equipment performing aircraft servicing functions shall not be positioned within a 3 m
(10ft) radius of aircraft fuel system vent openings.
e.g. Safety Zone for A320

Part: 4
Issue: 05
 When in the fueling safety zoon all personnel shall ensure that they:
 Do not smoke
 Do not use any hand held portable electronic device, including cell phones. Portable
music players. Portable music players. Portable game units or an earpiece headset.
 Only Use Company issued and approved radios. Radio telephones. Pagers,torches,
lamps and lighting systems, battery chargers shall not the be operated.
 Enter the FSZ only when required by your present job task responsibility.
 Assume that fueling is taking place anytime a fuel vehicles is on the stand during
aircraft servicing and fuel hoses connected.
 Do not leave vehicle engines running unnecessarily.
 Position all GSE and vehicles so they do not obstruct the fueling vehicles escape
route. Does not apply to hydrant dispenser type fueling vehicles.
 Do not allow any passengers to enter the FSZ.
 Avoid the use of motorized GSE within the FSZ
 Do not park any equipment in the FSZ.
 Ensure fuel hoses are protected and all ground equipment is kept a minimum of 1
meter (3 ft) away from any fuel hose on the stand that is connected between a fuel
truck and aircraft.
4.4.2 Spillage
4.4.2.1 General
 Action Shall Be Taken In Case Of Spillage
 If spillage or leakage of liquids takes place onto the aircraft floor or walls, the
person in charge of the loading/unloading shall immediately notify the IAA
representative, engineer or captain so that the appropriate follow-up measures shall
be taken.
 Clearing staff shall clean and remove spillage in specified area and final check shall
be carried out by respective Technical engineer to AFRS.
 Related documents shall be checked to assist the identification of the liquid
concerned.

Part: 4
Issue: 05
4.4.2.2 Chemical or Oil Spillages

 If the spillage is of a size and nature that could cause danger to the environment and
personnel, inform the Emergency Services. Ensure that the following information is
available before contacting the Emergency Services:
 Exact Location of the spill
 Estimated size of the spill
 Name of the company ( ies) involved
 Origin of the spill
 Date and time that the spill occurred
 Any other info to enable them to deal with the spill, e. g. Material Safety Data
Sheets.
 If the spillage is small and contained, initiate in- house containment procedure using
Emergency Containment Kit, taking into account the following procedure:
 Ensure that electrical power is switched off at the main isolator panel, before any
unplugging.
 Ensure that the area is cordoned off, and that work in the area has stopped.
 Ensure that fire extinguishers are available and placed adjacent to the spill area.
 Ensure that any vehicles within 20 feet are switched off.
 If required, use absorbent materials in order to stop spillage entering drains and
waterways. Also use non- sparking equipment to clean spillage, i. e. plastic
shovels, robber scrapers, etc., Available from Tool stores
4.4.2.3 Fuel Spillage

 Take the following safety measures whenever fuel spill occurs:
 Activate the emergency shut-off valve where instead.
 Alert the person in charge of fueling and /or the pilot in command of spillage.
 Contact the local fire service if not already done
 Verify with authorities/ supervisor whether to stop all activity around the aircraft.
 As far as possible, restrict all activities inside and outside the spill area to reduce the
risk of ignition.
 Secure the area 15 meters from the contaminated area.

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4.4.3 Refueling/Defueling with Passengers on Board

Fuelling may only be commenced with passengers on board if the following activities have
been taken into considreation:
4.4.3.1 General
 When fueling with passengers onboard :
 Designated escape exits shall be clear. An escape exit may either be a bridge into a
terminal building, a cabin door or a passenger stair truck positioned on an open
cabin door.
 It shall been ensured that all areas on stand below designated escape exits are kept
free of any equipment and vehicles which would impede the deployment of an
escape slide.
 Not hinder escape routes of passengers on board by ensuring that passenger stairs
and bridges are clear of FOD.
 Two way communication between pilots and ground engineer shall be established.
 Passenger announcement shall be done stating refuelling is in progress. Seat belt
signs off, no smoking signs on.
 Primary cabin crew shall be presented ‫د‬at their doors.
 Doors not being used for catering/embarkation shall be ARMED/Automatic.

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 Passengershall be remained seated, seat belts unfastened. Careful check shall be

done on no one smoking.
 All aisles cross aisles, and emergency exits unobstructed.
 When catering truck leaves a door it shall be closed armed and manned by a cabin
crew member.
 Once refuelling is completed, the doors shall be disarmed, and primary cabin crew
can continue attending to passengers.
 Defuelling shall not be performed whenpassenger are onboard.
 Fire services shall be available, plus all routine refuelling precautions to be taken.
 In exceptional (e.g. alternate landing) neither the fire bridge nor a fire extinguishing
equipment is available, all emergency exit and all emergency exit chutes shuts shall
be available and free of obstacle and fuelling will be performed from one side only,
 The person responsible for fuelling shall inform flight crew/qualified person on board
and around the aircraft that fuelling is about to commence and when fuelling is
completed.
 The person responsible for fuelling shall inform the crew/staff on board should a
hazardous situation arise.
 Ground activities outside the aircraft and work within the aircraft, such as catering
and cleaning, should be conducted in such a manner that they do not create a
hazard or obstruct emergency exits.
 All exit areas, exit accesses areas, cabin aisles and cross aisels inside the aircraft
should be kept clear of obstructions,
 The ground area beneath exit doors should be kept clear of any obstructions.
 When passenger loading bridges are in use, access to the terminal shall be
available.
 When a passenger loading bridge is not used, as a minimum a set of aircraft
passenger steps should be positioned at the door normally used for boarding.
 When boarding during the fuelling process the passengers will be led in small
groups under permanent supervision of the handling staff, keeping the maximum
possible distance from the fuelling zone and avoiding a congestion in the entrance
areas. The fuelling process shall be interrupted immediately if it is observed that any
of the safety regulations are not adhered to.

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4.5 Adverse Weather Conditions

4.5.1 General
Adverse or poor weather conditions may have a negative impact on aircraft handling
activities and ground safety.
4.5.2 Winter or Slippery Apron Conditions

 During Snow and Ice Conditions,both ground and work surfaces on equipment will
become particularly hazardous. De/anti-icing fluid can be used and added to slippery
conditions on the ground.
 Winter weather brings extra hazards which require awareness and more care on the
part of personnel working on the aprons toprevent accidents. The following precautions
to reduce accident risk shall be taken:
 Plan additional time for all ramp activities and take extra care when walking across
apron surfaces which can be slippery.
 Take extra care when driving, especially approaching the aircraft. Remember that
vehicles require greater distance to stop safely.
 Close all entrance and cargo hold doors as soon as possible and keep them closed
to avoid precipitation or snow entry into the aircraft.
 Reduce speeds in slippery apron conditions. Adjust all activities and operations on
the ramp to suit the conditions at the time.
 Special preparations of the equipment shall be necessary to ensure their
functionality and safety of operation.
 Operation of lights and battery condition shall be checked;
 Snow and ice formation on equipment and work surfaces shall be removed prior to
start of operations.
 Personnel shall allow extra time for activities.
 Personnel shall drive more slowly.
 Personnel shall allow a greater distance to stop equipment.
 Personnel shall wear high visibility cloth in accordance with current instructions;
 Personnel shall be provided with suitable clothing to be able to maintain efficiency.
Note: salt shall never be used to de-ice apron surfaces due to the corrosive effect upon
aircraft.

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4.5.2.1 Avoidance of Water Spillage from Vehicles

 Operators of potable water tankers and toilet servicing vehicles shall be vigilant that
there is no spillage or leakage leading to subsequent freezing. The flushing of potable
water tanks is not permitted on apron surfaces; Care shall be taken in the use of potable
water points to contain spillage and overflow to a minimum;
 The washing of apron equipment vehicles or aircraft shall not be permitted except in the
specialist wash down areas provided;
 Catering vehicle operator shall ensure that any surplus ice from aircraft galleys is
disposed of properly and not dumped on the apron.
4.5.3 Thunderstorms
Thunderstorm communication may be implemented in alert phases and the following
represents a minimum standard.
4.5.3.1 Personnel Safety procedures during thunderstorms

 During lightning personnel shall not:
 Get out of enclosed vehicles
 Use a head set connected to aircraft
 Use portable electronic devices, e.g. mobile phones, pagers, two-way radios in open
areas or in front of windows.
 Stay in open areas or under aircraft
 Seek shelter under a tall tree
 Load or unload explosive or flammable material
 Stop all ground handling operations.
 Do not communicate with the flight deck using a connected communication headset.
If necessary, communicate using standard hand signals as shown in this chapter.
 Do not stay in open areas, under the aircraft loading bridge or near any pole.
 Do not wear a headset connected to the aircraft during a thunderstorm or if a
warning has been issued.
4.5.3.2Fueling
Aircraft fueling shall immediately be stopped and is prohibited during thunderstorm activity.

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4.5.4 High Wind Conditions

 There is a danger of personal injury for apron staff and damage to vehicles and
equipment.
 Strong wind conditions can give rise to hazards from wind-blown items and in very
strong winds there is a possibility of structural damage to aircraft.
High winds pose a great risk of damage and the following minimum precautions shall be
taken:
 Ensure the safety of the aircraft by installing additional chocks and removing all
equipment from around the aircraft.
 Take extreme care when opening or closing aircraft hold doors.
 Make sure parking brakes are set on all parked GSE.
 Set parking brakes and secure by additional means if necessary, all non-motorized
ramp equipment. (i.e. baggage carts and ULD dollies)
4.5.5 High Winds Activity Table

The following actions shall be taken when sustained winds and/or gusts of wind exceeding
25 KTS are predicted;

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4.6 Safety Cones

4.6.1 Safety Cone Placement and Removal
The purpose of "coning" aircraft is to create a safety buffer around specific areas on aircraft
that are susceptible to ground damage.
Safety cones are a caution sign for drivers to maintain required safety clearances. Cones
protect parts of the aircraft against collision by GSE.
 Prior to arrival of the aircraft, it shall be ensured that there are sufficient serviceable
safety cones to protect the aircraft type to be handled.
4.6.2 Design of Cones

 The cones shall be:
 be conical in shape
 be of a minimum height of 750mm (28.5")
 have a minimum base weight of 4.53kg (10 Ibs)
 be orange in color with reflective striping.
4.6.3 Placement of the Cones

 Cones shall be positioned:
 At each wing tip
 In front of all wing-mounted engines
 In front of other areas on an aircraft that are in conflict with the normal flow of
equipment during handling operations
 At areas where the proximity of the aircraft could impact on the flow of ramp traffic,
e.g. tail/roadway
 At wing tips immediately after the aircraft is at its parking position
 At others areas around the aircraft only when clearance to approach the aircraft has
been given
 At a distance from the "protected" area such that the intended purpose of the cone is
not diminished.
 Additional safety cones may be needed as per operational requirements or local
regulations.
 Place safety cones on the ground in accordance with the following diagrams–within a
maximum of 1 meter outward from the point of the aircraft being protected. Cones shall
not be placed in high wind conditions.

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 Cones Placement Wing-Mounted  Cones Placement Wing-

Twin Engine Jet Aircraft Mounted Twin Propeller Aircraft

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 Cones Placement Wing-Mounted

Four Engine Jet Aircraft

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 Cones Placement for Fuselage-Mounted Twin Engine Commuter Aircraft



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4.6.4 Safety procedures for GSE approaching aircraft

 GSE shall not approach the aircraft until all safety cones have been placed.
 All required safety cones shall remain in place until GSE and vehicle activities around
the aircraft is finished.
 Ensure all GSE has been removed from the safety zone.
4.6.5 Safety Cones Removal

 When not in use, place the safety cones in the designated storage area.
 Remove safety cones Just prior to the aircraft departure to ensure maximum protection
of the aircraft
4.6.6 Safety Procedures for Personnel Positioning Aircraft Cones

 Ground personnel shall not approach the aircraft to position cones unless all of the
following criteria are met:
 Aircraft has come to a complete stop.
 Engines have been shut down and are spooling down.
 Anti-collision lights are switched off.
 Aircraft has been chocked.

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4.7 Aircraft Chocking

4.7.1 General
 Chocks shall be of a high visibility color or be identified by high visibility markings.
 Chocks shall be triangular in shape with an approximate 45 angle at the point at which
the tyre makes contact.
 Chocks shall be made of a material that has a suitable coefficient of friction and that has
adequate rigidity.
 The length of the chock shall be such that it covers the full width of the wheel(s) required
to be chocked.
 The height of the chock shall be in relation to the size of the wheel and the type of tyre.
 Chocks shall be stored in a dedicated area so that they are not the cause of FOD.
 Personnel shall be made aware of protrusions in the vicinity of the wheels, such as gear
doors and antennae which could cause injury.
 Chocks shall be positioned on an aircraft according to Airframe Manufacturer
Recommendations.
 Chocking of the aircraft main gear shall be achieved by positioning the chocks in the
front and rear of the outboard tyres.
 Placing of chocks on an arriving aircraft shall only be performed after engine spool
down, anti-collision lights switched off and clearance to approach the aircraft is given by
the responsible person.
 Chocks, when positioned, shall be parallel to the wheel axle and only lightly touching the
tyres.
 In the event of high wind conditions, additional chocking/ other measures shall have to
be taken to secure the aircraft.
 Chocks shall not be removed from an aircraft until clearance is given by the responsible
person.
 After use, chocks shall be removed to a designated storage area.
4.7.2 Wheel Chock Placement

 The required number of serviceable chocks shall be available taking account of the
aircraft type and/or weather conditions.
 Chocks shall be kept clear of the maneuvering area during aircraft arrival.
 Ground staff shall not approach the aircraft to position chocks until the aircraft has
come to a complete stop.

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 Chocks shall be placed forward and aft of the aircraft nose gear (according to options
listed in following diagrams) One designated member of the ground staff immediately
places chocks forward and aft (if aircraft type allows) of the nose gear.
This is the first action to take place around the aircraft, and shall be completed before
any other activity may take place.
 Before approaching the main gear, ground staff shall be wait until:
 Engines have been switched off and are spooling down.
 Anti-collision lights are switched off.
 Ground staff shall walk towards the main gear in a path parallel to the fuselage,
avoiding engine intake areas.
 Chocks shall be placed forward and aft of the main gear in accordance with the
applicable normal chock placement diagram.
 Notify the flight deck crew that the chocks are inserted.

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 Normal Turnaround
 Regional Aircraft
o Once the propellers have been safety secured using appropriate tie-down straps,
chocks are placed forward and aft of nose gear.
Note: Inside or outside main gear chocks are acceptable.

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 Normal Turnaround-Parking Aircraft Out of Service/Night-Stop/High Winds

 Regional Aircraft
o Once the Propellers have been safety secured using appropriate tie-down
straps, chocks are placed forward and aft of left main gear.
Note: Inside or outside main gear chocks are acceptable.

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4.8 Hand Signals

4.8.1 Introduction
 In order to standardize “ground staff–ground staff” communication or “ground staff–flight
crew” communication, the following hand signals are defined:
 Guide Man Hand Signals shall be used by a specific guide man in direct liaison with
the equipment operator to facilitate movements of any type of GSE.
 Marshalling Hand Signals shall be used by ground staff, to assist the flight crew
during maneuvering of the aircraft and engine starting.
 Technical/Servicing Hand Signals shall be used by ground staff to communicate
technical/servicing information to flight crew, and by flight crew to communicate
technical/servicing information to ground staff.
 Pushback Hand Signals shall be used during the tractor/towbar
connection/disconnection process, and at the start and end of the pushback
operation.
4.8.2 Conditions for Using Hand Signals

 The person giving the hand signals must:
 Use only approved hand signals.
 Be clearly identified to avoid any possible confusion.
 Maintain the same role throughout the procedure.
 Keep in constant, visual contact with the other ground staff and flight crew
throughout the maneuver. If visual contact is lost, the operation must stop and not
re-commence until visual contact is re-established
4.8.3 Guide Person Hand Signals for GSE

To avoid any possible conflict, standard aircraft marshaling signals are also used for
guidance of GSE (see AHM 631 for more information); in addition there are some signals
only relevant to GSE movement, these are as follows:
 The Guideman for a specific maneuver shall be clearly identified so as to avoid any
possible confusion and will remain the only responsible person throughout the
procedure.
 The Guideman shall be positioned to keep permanent visual contact with the
equipment operator throughout the maneuver. If visual contact between operator

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and Guide Man is lost, the operation shall immediately stop until visual contact has
been reestablished.
 In order to avoid any possible confusion with flight crew, no Hand Signals for GSE
Operations shall be used until all aircraft marshalling has been completed.

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4.8.4 Marshaling Hand Signals (For Aircraft)

 Aircraft marshaling shall not be performed unless it is permitted by the local airport
authority and you have been trained and authorized.
 Give marshaling hand signals from a position forward of the aircraft while facing and
within view of the pilot.
 Wear high visibility vest.
 Use illuminated torch lights/wands to improve the visibility of the hand signals in the
following situations:
 Insufficient apron lighting.
 Poor visibility.
 Night conditions.
 When required by local Airport Authorities or regulations.
Note 1: To avoid any possible confusion by the Flight Crew, do not use guide man hand
signals for equipment until all aircraft marshalling has been completed.

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4.8.5 Technical/ Servicing Hand Signals- Ground Staff to Flight Crew

 Only use manual signals when verbal communication is not possible.
 Make sure acknowledgment is received from the flight crew an all occasions.
Bring arms above the head and gasp forearm with opposite hand.

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4.8.6 Technical/Servicing Hand Signals- Flight Crew to Ground Staff

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4.8.7 Pushback hand Signals- Headset Operator to Tug Driver

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4.8.8 Pushback Hand Signals- Wingwalker to Headset Operator/Tug Driver
Fully extend arms and wands to cross above the head

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Fully extend arms and wands downwards at 45° angle to sides. Hold this position until it is
clear for the aircraft to move.

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4.9 Aircraft Arrival

4.9.1 Actions Prior to Arrival
 FOD check shall be conducted on entire stand removing all debris just prior to arrival.
 It shall be ensure that the stand surface condition is sufficiently free of ice, snow, etc., to
ensure safe aircraft movement.
 All required Ground Support Equipment (GSE) shall be available and serviceable, and
is positioned well clear of the aircraft path, outside the Equipment Restraint Area (ERA).
 aircraft path and ramp area shall be free of objects and obstacles which the aircraft may
strike or endanger others due to jet blast effects.
 Make sure aircraft docking guidance system is operating, or marshalling staff is present.
 Additional ground personnel (such as wing walkers) shall be presented (if required).
 All persons not responsible for the aircraft arrival operation shall stay well clear of the
arriving aircraft and shall not approach the aircraft until:
 The engines have been switched off and are spooling down.
 The anti-collision lights have been switched off, and
 The main gear wheel chocks are positioned.
 Clearance to approach the aircraft has been given by the agent responsible for the
arrival operation, if applicable.
4.9.2 Standard Arrival Procedure

4.9.2.1 Aircraft Arrival at a Gate or Open Ramp
 For a standard arrival procedure at a stand without an automated guide-in system or at
an open ramp:
 As aircraft approaches the stand area, the marshaller points to the guide-in line on the
ramp to be followed by the aircraft by standing at the top of the guide-in line and
giving the “IDENTIFY STAND” signal. Wing walkers, if required, shall be positioned
approximately 1 meter (3 feet) outside the path of the wingtips. Wingwalkers shall
maintain visual
 Contact with the Marshaller until the aircraft has come to a complete stop while the
aircraft taxies along the guide-in line, the marshaller shall give the “Continue to Taxi
ahead” signal with marshalling wands.
 The nose wheel should follow the lead-in line all the way to the appropriate stop point.
the “Turn Left” or “Turn Right” signals shall be used to correct the track of the aircraft
as required.

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 If at any time during aircraft movement the marshaller is unsure or identifies an

imminent danger, the aircraft shall be stooped.
 If at any time during aircraft movement, the wingwalkers are unsure or identify an
imminent danger, signal the marshaller with the “STOP” signal.
 As the aircraft approaches the stop position, the “Slow Down” signal should be used if
required. As the nose wheel reaches the stop point slowly cross the wands in the
“Stop” signal.
 Once the aircraft has come to a complete stop and all conditions for chocking are met,
the aircraft can be chocked.
 Ground power and Pre-Conditioned Air shall be connected (if required/available).
 For a standard arrival procedure at a stand with an automated guide-in system:
 The agent responsible for the arrival, “Marshaller” shall verify that the correct aircraft
has been selected for the arrival and the equipment is operational
 The agent responsible for manning the emergency stop button shall be positioned
with an unobstructed view of thearriving aircraft and within reach of the system to
stop the aircraft in the event it is needed.
 in the event that the emergency stop is activated, and only after a check by the
ground staff operating the guidancesystem that the risk is no longer there, the aircraft
docking guidance system can be reactivated. If not standard aircraft
 arrival procedures shall be used
 Wing walkers, if required, will be positioned approximately 1 meter (3 feet) outside the
path of the wingtips. Wingwalkersshall maintain visual contact with the Marshaller
until the aircraft has come to a complete stop.
4.9.2.2 Actions after Arrival

 Upon aircraft stopping:
 Position wheel chocksshall be positioned at nose landing gear wheels. (if required).
 Position and connect the Ground Power Unit, if required, before engine shut down.
 After engines have been switched off, spooling down and anti-collision lights have been
switched off:
 Wheel chocks shall be positioned at the main landing gear wheels and verbal/visual
confirmed to flight crew.
 It shall be confirmed that there is no damage on the cabin door area prior to
positioning the passenger boarding device(s).

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 The safety cones shall be positioned.

 An arrival walkaround shall be conducted to inspect for damage on the following
parts of the aircraft:
o all cargo doors
o all access panels and servicing access points
o aircraft fuselage
o aircraft engine cowlings
o aircraft passenger doors.
 Clearance shall be given for GSE to approach aircraft.
 Nose gear chocks shall be removed (if required)
Note 1: If any damage is found, it shall be reported immediately to supervisor and do not
approach the aircraft with any GSE in the area where the damage has been found.
Note 2:
If an aircraft arrives with an unserviceable anti-collision light, do not approach the aircraft
until headset communication has been established with the flight crew.
4.9.3Ground Support Equipment on Arriving Aircraft

4.9.3.1 Ground Power Unit (GPU)
 It is permitted to pre-position a GPU inside the ERA provided there is an assigned GPU
parking position.
 Position the GPU on the appropriate side of the nose parallel to the aircraft center line
with the towbar facing away from the aircraft as shown below.
 Set parking brake/chock the GPU

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4. 9.3.2 Cooling/Heating Units/Pre-Conditioned Air (PCA)

Caution:
Before supplying air by external source make sure that at least one cabin door is open and
remains open during air unit operation.
Make sure that a motorized ground air supply unit is not near the aircraft. The engine
exhaust pipe of the unit shall point away from the aircraft. Heat from the unit's exhaust can
cause damage to the aircraft structure.
As part of the fuel conservation programs, pre-conditioned air is required at all airports that
provide on-stand pre-conditioned air.
Note: Make sure there is no blockage of the hose.
 To connect PCA:
 Access panel shall be opened.
 Connect ground pre-conditioned air unit shall be connected to aircraft.
 Ground pre-conditioned shall be started up air unit.
 On the ground pre-conditioned air unit, select the desired cooling or heating settings
(air temperature and flow rate) should be selected orthe selector in the appropriate
position shall be set.
 To disconnect PCA:
 Ground pre-conditioned air unit shall be shut down.
 Ground pre-conditioned air unit shall be disconnected from aircraft.
 The access panel shall be closed.
 The PCA hose to the fully stowed and secured position shall be retracted

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4. 10 Aircraft Doors
4.10.1 General Safety Requirements
 Only trained and authorized person shall operate aircraft doors.
 In case of any difficulty during normal door operation, assistance shall be sought
from maintenance personnel.
Note: Do not operate or leave doors open in winds exceeding those indicated in the
manufacturer's limitation.
4.10.2 Cabin Access Doors

4.10.2.1 General
Passenger and service doors may be opened and closed from inside the airplane by crew
members only.
When there is no crew on board, this may also be done from outside by trained technical
staff or crew members.
Note: Cabin access doors shall only be in open position if there is an appropriate boarding
device positioned at the door.
 Cabin access doors may not be opened without appropriate equipment positioned at the
door.
 There is a risk of falling while operating cabin doors.
 Slide deployments can be fatal. If an armed door begins to open, do not attempt to hold
the door, as you risk being seriously injured or killed.
 If a cabin access door is found open without a boarding device positioned at the door,
the supervisor or IAA representative shall be notified immediately.
 Only trained and qualified person can close the cabin access door.
 The cabin access door shall be guarded until a qualified person is present to close it.
Note: Do not attempt to open door when passenger compartment is pressurized.

 Check through window for outside obstructions
 Rotate door inner handle clockwise approximately 126 degrees (outer handle
counter clockwise) or to rotation stop. Door will move in and forward Push outward
on handle or door. Bayonet will now lock handle in full rotated position.
 Push door to full open position, against outside of fuselage. Door will latch open.
 Unlatch locked open door by releasing hold open latch

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4.10.2.2 Opening cabin access door from Inside by Trained Crew

 Ground staff shall:
 Knock twice on the door from outside to indicate that a boarding device is properly
positioned outside a door to be opened and that the door swing area is free of
obstructions.
 When opening a cabin door from outside it shall be ensured by knocking on the door
that nobody is standing in the danger area on the inside and that the emergency exit
Escape slides have been disarmed. Only then the door lever may slowly be
operated and the door opened.
 Stand clear of the door and wait for the cabin crew to open.
After opening the door it shall be ensured that the positioning of passenger
step/jetway has definitely been completed and an “ OK- sign” ( thumb up) has been
given by the ground staff to the crew responsible for the door before crew members
and passengers enter the steps/jetway in order to avoid accident. In addition,
passenger steps/jetways and catering trucks may only be removed from the aircraft
when the cabin door is either closed or when crew is ready to start closing the door.
 (As applicable) Assist cabin crew with moving the door to the fully opened position
and engaging the gust lock as necessary.
4.10.2.3 Opening of Cabin Access Doors from Inside by Authorized and Trained
Ground Staff
 Check that the door is disarmed.
 Check that all indicators show that it is safe to open the door.
 Check visually that a boarding device is positioned at the door.
 Open the door slowly and carefully in accordance with the instructions and markings
labeled on the door, and the respective aircraft type specific instructions, and/or your
training.
4.10.2.4 Opening Cabin Access Doors from Outside with Crew/Ground Staff on Board
 Look for indications that the door is disarmed.
 If there is no indication from the cabin crew that the door is disarmed, knock twice on
the door and repeat the previous step.

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 If there is still no indication from the cabin crew that the door is disarmed, contact the
Pilot-in-Command via an open cockpit window or the aircraft interphone system.
 If there is no cabin crew on board and the red/orange streamer is visible across the
interior of the door window, then do not open the door. Instead, seek assistance from
airline personnel.
 If you cannot confirm that the door is disarmed, DO NOT OPEN THE DOOR.
 Once you confirm that the door is disarmed, open the door slowly and carefully in
accordance with the instructions and markings labeled on the door, and the respective
aircraft type specific instructions.
 If integral air stairs (other than those permanently affixed to a boarding door) are to be
used, slightly open the door until the air stairs are fully extended.
 Move the door to the fully opened position and engage the gust lock.
4.10.2.5 Opening Cabin Access Doors from Outside with no Crew/Ground Staff on
Board
 Look for indications that the door is disarmed.
 If you cannot confirm that the door is disarmed, DO NOT OPEN THE DOOR.
 Once you confirm that the door is disarmed, then open the door slowly and carefully in
accordance with the instructions and markings labeled on the door, and the respective
aircraft type specific instructions
 If integral air stairs (other than those permanently affixed to a boarding door) are to be
used, then slightly open the door (ajar) until the air stairs are fully extended.
 Move the door to the fully opened position and engage the gust lock.
4.10.2.6 Embarkation or Disembarkation through Cabin Access Doors

Before allowing passengers or crew embarkation or disembarkation via a cabin access
door, make ensure that the boarding device is properly positioned at the door, and if stairs
or integral air stairs are to be used, that both guard rails (if applicable) are extended.
4.10.2.7 Closing Cabin Access Doors

 Make sure service doors are closed immediately after servicing is completed.
 Receive confirmation from the crew that the cabin access door(s) may be closed for
departure.

Part: 4
Issue: 05
 Before removing the last boarding device from an aircraft, inform any ground staff
onboard the aircraft that the last cabin access door is being closed and the last
boarding device is being removed from the aircraft.
 Look for any possible obstructions around the door area and remove them.
 Make sure the door gust lock is released and assist the person closing the door by
moving it to the ajar position.
Caution:
If the cabin access door cannot be closed with the boarding device connected, then the
operation shall be performed from inside the aircraft with extra vigilance and without
assistance of ground staff outside the aircraft.
 Do not remove the boarding device from the aircraft until the door is fully closed and
locked.
 If stairs were used at a cabin access door, then retract the stair handrails if necessary
to close the door. Remain at the top of the stair platform until the door is fully closed,
and then descend the stairs before they are moved.
 Close the door slowly and carefully in accordance with the instructions and markings
labeled on the door, and the respective aircraft type specific instructions.
 Before leaving the vicinity of the door, confirm that the door is properly seated flush
with the surrounding airframe and that the exterior door handle is flush with the surface
of the door.
 Seek assistance from aircraft maintenance personnel any time a door malfunction
occurs.
 Do not retract equipment stabilizers in advance of the cabin door being fully closed.
 Before retracting equipment from the door, check to ensure the maneuvering area is
clear of all obstructions and personnel.
 If a passenger boarding stairs unit is used, then retract the passenger stairs canopy.
Move the equipment to its approved parking position and engage any applicable
restraints (such as closing the door on the passenger boarding stairs opening).
 Visually inspect the cabin access door and the surrounding fuselage for signs of
damage, particularly in any areas where the boarding device was in contact with the
aircraft. If damage is discovered then immediately report it to aircraft maintenance
personnel, and if available, the Pilot-in-Command.

Part: 4
Issue: 05
4.10.2.8 Re-Opening Cabin Access Doors

 If a cabin access door is not closed properly then it shall be re-opened and re-closed.
Other situations when cabin access doors may need to be re-opened include the
following:
 Subsequent delivery of catering and/or supplies, after the passenger boarding
devices have been removed,
or
 Re-connecting of passenger boarding devices after the initial removal.
 Once the cabin access door has been closed in preparation for departure, the aircraft
door shall not be re-opened without the authorization of the flight crew.
 If it is believe that a door must be re-opened, the flight crew shall be notified through an
open cockpit window or use the flight interphone system.
 If the crew requires a door to be re-opened, they will notify ground staff.
 Regardless of which party requested that the door be re-opened, once the flight crew
gives clearance for the door to be re-opened, follow the actions/steps in: Opening Cabin
Access Doors, part 4.10.2
 If authorization to re-open the door is not granted, the door shall not be re-opened
unless clearance given by the flight Crew.
4.10.3 Cargo Hold Doors

4.10.3.1 Opening Cargo Hold Doors
 Manual operation of an electrically or hydraulically operated cargo door may only be
performed by maintenance personnel or flight crew.
 cargo doors shall not be opened until the aircraft engines have been shut down and the
anti-collision lights have been switched off.
 Before positioning loading equipment or any other ground support equipment at cargo
doors and opening cargo doors, a visual check shall be performed for any signs of
damage to the doors or surrounding areas. If any irregularities are discovered during
this visual check, it shall be report to aircraft maintenance personnel and, if available,
the Pilot-in-Command.
 Cargo doors shall be opened using technical steps or belt loaders equipped with raised
safety rails to reach the cargo doors.
 ULD loaders shall not be used. (Not applicable to main deck cargo doors).

Part: 4
Issue: 05
 Open the cargo doors in accordance with the respective aircraft type specific
instructions.
 adequate space shall be allowed for door clearance to avoid equipment obstructing the
free passage of the door:
 Most aircraft lower compartment cargo doors hinge upwards. Be aware that when
opening or closing cargo doors, the
 Lower edge of the door will swing down before going upward.
 For main deck cargo compartment doors, remove safety barrier once the main deck
loader is in position.
 If the cargo door will not open, do not use excessive force, tools or ground support
equipment to push or pull on the door to open it. Contact aircraft maintenance
personnel for assistance.
4.10.3.2 Closing Cargo Hold Doors

Opening and closing of the cargo compartment doors shall only be performed by staff
having been duly instructed by the company. Extreme care shall be exercised during
operation of the cargo compartment doors in order not to collide with loading equipment
positioned. In any case it is the duty of the station mechanic or Flight crew to check
after completion of loading that the compartment doors are closed and properly locked.
Doors have to be closed at least 10 minutes before scheduled time of departure.
 Manual operation of an electrically or hydraulically operated cargo door may only be
performed by maintenance personnel or flight crew; Before closing the cargo doors,
ensure:
 That load restraint and door protection nets are properly fitted.
 That the cargo compartment lights have been switched off unless required for
carriage of AVI.
 That the door area including the door sill and frame are free of gravel, water, ice and
other foreign substances or obstructions.
 That the door and door frame show no visible signs of damage.
 that any damage discovered during the inspection of the cargo doors and
surrounding areas/frames is immediately reported to aircraft maintenance personnel
and the Pilot-in-Command.

Part: 4
Issue: 05
 All cargo doors shall be closed using technical steps or belt loaders equipped with
raised safety rails to reach the cargo doors. ULD loaders shall not be used. (Not
applicable to main deck cargo doors).
 it shall be checked that door lock indicators are engaged/properly set as applicable and
that the door is properly locked, handles are stowed flush and panels are properly
closed.
 If a cargo compartment door is not closed properly, it shall be re-opened and re-closed.
Caution:
If a cargo door shall be re-opened prior to aircraft movement, approval from the flight crew
via the ground staff responsible for the departure shall be obtained.
4.10.3.3 Re-Opening of Cargo Hold Doors

 If a cargo compartment door is not closed properly, it shall be re-opened and re-closed.
 Once the pre-departure walkaround has taken place, the aircraft door shall not be re-
opened without the authorization of the flight crew.
 If it is believe that a door must be re-opened, the flight crew shall be notified through an
open cockpit window or use the flight interphone system.
 If the flight or cabin crew requires a door to be re-opened, they shall notify ground staff.
 Regardless of which party requested that the door be re-opened, if the flight crew gives
clearance for the door to be re-opened, follow the actions/steps in: Opening Cabin
Access Doors.
 If authorization to re-open the door is not granted, the door cannot be re-opened unless
clearance is received from the flight crew.

Part: 4
Issue: 05
4.11 Aircraft Loading

4.11.1 Supervision of Aircraft Loading
4.11.1.1 General
 Before loading, the hold shall be visually inspected for damage that can affect the load
capacity. A qualified individual shall supervise the loading of the aircraft and provide a
signed confirmation to say:
 The aircraft has been loaded as instructed–including any special load instructions;
 The condition of locks, restraints or ULDs has not affected load capacity;
 The bulk load and ULDs are correctly secured and locks and nets are in use;
 Special loads, have been stowed and secured according to regulations and IAA
procedures;
 The holds are free of any foreign objects;
 Any deviations are approved by the Load Agent and recorded;
 At the completion of loading, a qualified individual shall pass the final loading
information to the Load Agent.
4.11.1.2 Loading Supervisor

Aircraft loading shall be conducted in accordance with “Loading Instructions Report”.
Loading supervisors /Load Master is responsible to ensure the aircraft is loaded
according to “LIR”
4.11.1.3 Loading of General Baggage/Cargo

 The person responsible for loading shall be trained in accordance to the standards
outlined IAA Commercial Training Program Manual Part 3.1.3.
 The person responsible for loading is in charge of, and responsible for, the safe and
efficient loading and offloading of the aircraft as well as the protection of the goods
carried. He shall ensure the aircraft is loaded as specified by the load agent, in
accordance with the IAA procedures.
4.11.1.4 Loading of Dangerous Goods

IAA is not approved for carrying any types of dangerous Goods.

Part: 4
Issue: 05
4.11.2 Safety Requirements Specific to Aircraft Loading Operations

4.11.2.1 General
 Following safety procedures shall take to consideration
 Get assistance when moving heavy articles.
 Do not use baggage carts to gain access to cargo compartments.
 The loader bridge height shall be monitored during the loading process and adjusted
as necessary to maintain a correct alignment with the cargo hold floor.
 Use ULD Loader platform guide rails as required to ensure alignment when loading.
 Block or secure cargo which will not lie flat on conveyor belts.
 Push DO NOT PULL containers on and off dollies and loaders.
 ULDs on dollies or transporters shall be secured to prevent movement by the use of
locks, stops, rails or straps at all times, except when the load is being transferred
onto or off the equipment.
 Protect live shipments from inclement weather.
 Be alert for special/dangerous goods shipments. Know how they shall be handled
and secured.
 Operators of equipment shall ensure that other personnel are not entrapped by
movement of load/pallets/containers either in the aircraft or on the loading
equipment.
 Gates of loaded carts should be lowered carefully, in case loose cargo falls out and
causes injury.
 Holds and compartments shall only be entered or exited by using the appropriate
elevating device and which has been positioned and secured, e.g. belt conveyor
and cargo loader.
 Elevating devices must not be removed from the aircraft when personnel are still
within the cargo hold.
 Do not walk between ULDs or carts being towed, or when they are stationary on the
ramp as you do not know when they may be moved.
 When loading has been completed, move all loading equipment well clear of the
aircraft.
4.11.2.2 Precaution to Prevent Damage to Aircraft

 Damage may result from:

Part: 4
Issue: 05
Exceeding aircraft floor load limitation, Inadequate tie-down and failure to fasten
separation nets and door nets, Loading cargo on seats in the passenger cabin, Incorrect
opening or closing of door and operation of cargo doors during strong or gusty wind ,
Mishandling of catering equipment.
 During loading and offloading operations there maybe vertical movement of an aircraft
up or down and full allowance shall be made for this movement when ground support
equipment is positioned /operated at the aircraft.
 Care shall be exercised during loading and unloading operations to avoid damage to the
doors or their openings.
 Spill of any sort in the holds shall be reported to the ramp supervisor to take appropriate
action immediately as the spilt material it might result in damage to the aircraft
 Spillage from wet cargo shipments or live animal wastes in the aircraft shall be reported
to the ramp supervisor to take appropriate immediately
 Any spillage on the apron, e.g. fuel, oil, hydraulic liquids, etc shall be immediately
reported to the ramp supervisor to take appropriate action and the area cleaned.
 The loading of any items, bulk or ULDs, onto an aircraft shall be undertaken according
to written load instructions to ensure correct weight and balance requirement.
 Securing compartment nets during loading operations. compartment nets shall be
placed inside aircraft compartments and not left hanging outside, to avoid clips and
attachment points from striking fuselage (especially during adverse weather conditions.
4.11.2.3 Special Precautions when using Carts

 Do not wedge light packages between heavier items.
 Do not overload. Ensure curtains or restraints on carts are secured while transiting, (if
equipped).
 Ensure the overall height of load permits safe lifting of each piece of load during loading
and offloading of carts by personnel standing on the ground.
 When using tarpaulins, ensure all straps are securely fastened to the baggage cart.
 When not in use the braking system shall be engaged on all strings of baggage carts.
4.11.2.4 Special Requirements when using Tractors

 Drive tractors and carts within speed limits according to local airport regulations, and
take care to avoid sharp turns, jerks and sudden stops.
 Approach the aircraft at walking speed.

Part: 4
Issue: 05
 Limit the number of carts and dollies in a train to the maximum specified by the local
airport regulations.
 Do not attempt sharp turns close to the aircraft. Keep at least 1 m (3 ft) away from the
fuselage.
4.11.2.5 Special Precautions when using Belt Loaders

 Ensure proper separation between articles on the conveyor belt to avoid jamming.
 Adjust the back of the conveyor belt correctly to avoid dropping goods from the belt.
 Handrails shall be deployed when a belt loader is used to gain access to aircraft cargo
holds; however caution shall be exercised where there is restricted clearance with the
aircraft fuselage or engines.
4.11.2.6 Special Precautions when using ULD Loaders

 DO NOT stand between loader and dollies.
 Align dollies correctly to loader. Use guide man if required.
 ULD loaders should not be used to transport ULDs across the ramp unless specifically
designed for this purpose.
 Do not move ULDs until personnel are clear of all hazards.
 The vehicle (dolly or other) shall be positioned within 7.5 cm/3" of the loader platform
periphery and shall be at the same height before transfer takes place.
 The use of external mechanical force to move ULD should not be necessary except with
very heavy ULD which may not move by manual force alone. Any such process shall be
carried out with approved equipment and procedures.
 Whenever possible, reverse in a straight line at a walking pace, monitoring all sides for
clearance.
 Ensure path of loader is clear of all obstructions prior to initiating turns.
 Retract or lower handrails, platforms and operators sections to ensure adequate
clearance before positioning equipment.
 Extend all handrails before loading or unloading.
 All personnel must keep clear of the elevating platform when it is being raised or
lowered.
 Do not rotate a ULD on a loader elevator platform while raised or in-transit.
 Before removal or repositioning of loader, ensure any load positioned in the doorway is
secured against roll out.

Part: 4
Issue: 05
Caution:
Warning Fall Hazard:
Do not ride on the elevating platform to gain access to the loader bridge.
4.11.2.7 Low-Wing Aircraft

 To prevent damage to aircraft with low wings, baggage tractors shall stop approximately
1 meter (3 ft) from the belt loader to unhook the carts. Move the tractor away and
position the carts by hand.
 Take care when pulling or pushing carts especially when ramp conditions are slippery.
When necessary obtain assistance.
 When removing baggage carts, the tractor shall be positioned pointing away from the
aircraft wing and the baggage cart pulled to the tractor.
 Extreme caution must be used when using covered baggage carts.
4.11.2.8 Bulk Loading of Smaller Aircraft

 Belt loaders shall be used if the door sill height does not allow items to be passed into
the doorway without undue lifting.
 Always consider the use of belt loaders for heavy items (over 32 kg)
 The gap of at least 1 m (3 feet) shall be kept between baggage carts/dollies and the
cargo belt when towing, to prevent collisions when approaching the belt loader.
 Carts or dollies shall be disconnected from the tractor and manoeuvred by hand if the
carts or dollies need to be closer than 1 m (3 feet).
4.11.3 General Loading Precautions

 Aircraft loading is probably the most important function for which one authorized staff of
Ground Handling Department is responsible. Proper loading is important for several
different reasons, of which the first and foremost is flight safety. The goods shall be
properly secured to prevent shifting while the aircraft is in flight. The cargo shall be
inspected and properly distributed to avoid concentrated weight loads which may
damage the aircraft floor structure. It is also important that the aircraft is not damaged
by ground equipment while the loading is taking place. Correct loading is also important
to efficient and economical operation. Goods should be segregated in a manner that will
allow for expeditious handling at en-route and destination stations. To the same token,
proper loading leads to savings in damage claims.

Part: 4
Issue: 05
 Following general precaution shall be taken to considerations for loading aircraft:

 Hold baggage shall be inspected for signs of leakage before loading.
 Any item of load which is not properly packed and any item that may damage or
contaminate the aircraft shall not be loaded.
 Container curtains doors and/or nets shall fully be closed and locked into place prior
to loading the ULD into the aircraft.
 Containers shall not be contaminated when loaded (snow, wood, plastic etc.).
 Tarpaulins or covered shall be used carts during inclement weather.
 Goods shall not be placed directly on the apron.
 The specific instruction labels and marks such as FRAGILE, TOP, THIS SIDE UP,
etc shall be taken into consideration.
 Torn (or missing) baggage tags and cargo labels shall be reported, and do not load
unless corrected.
 Any damage shall be reported immediately to the load, whether it occurs during
handling or is noticed on arrival.
 Report immediately any spills, unusual fumes or smells, etc., shall be reported to a
supervisor, flight crew or local authorities as required.
4.11.3.1 Security Procedures for Aircraft Loading and Unloading

 Care shall be taken during loading and unloading operations to avoid damage to the
doors or their openings.
 Doorsill protection shall be installed, when provided.
 The loading of any items, onto an aircraft should be in accordance with written load
instructions to ensure correct weight and balance requirements.
 When a poorly packaged shipment is observed, it shall be preceded with caution.
 All contents shall be prevented from spilling out and causing injuries.
 Spills of any sort in the holds shall be reported immediately as the spilt material it might
result in damage to the aircraft floor or wiring.
 Shall a package containing dangerous goods be damaged or found to be leaking,
immediate action shall be taken in accordance with the IAA Regulations.
 Spillage from wet cargo shipments or live animal wastes in the aircraft shall be reported
immediately to the supervisors in charge.
 Any spillage on the apron, e.g. fuel, oil, hydraulic liquids, etc. shall be reported
immediately and the area cleaned.

Part: 4
Issue: 05
4.11.3.2 Loading and off Loading Procedures

 All goods shall be inspected for leakage or otherwise damaged shipments.
 All goods shall be labeled clearly indicating point of unloading.
 Mail should not be mixed with cargo.
 In order to avoid the risk of tail tipping the following shall be considered:
 Unloading should commence with aft compartments ;
 Loading should be commence with forward compartments;
 The same sequence applies for forward and aft galleys;
 Passenger distribution shall not be used to ensure ground stability.
4.11.4 Spills in Cargo Holds

 Spills can occur in cargo holds during loading and in flight due to:
 improper packaging
 damage due to mishandling prior to loading
 improper loading in the compartment
 Spills can be liquid, gels, or material in a powdered or granulated form.
 Spills can be hazardous corrosive, flammable, explosive, toxic or poisonous, etc. Even
water can cause serious damage to electrical components and systems.
 Spills can be corrosive to the aircraft structure. Mercury spills are particularly corrosive
to the extent that the affected aircraft structure may have to be completely replaced if
not cleaned up quickly.
 It is essential that any spill is reported immediately to Maintenance, so that corrective
action can be taken.
 Initiate the local emergency response plan for spill events.
4.11.5 Cargo Hold Inspection

4.11.5.1 General
 When an offload is completed, a final check of ALL cargo holds shall be conducted to
inspect each cargo hold for:
 Damage to the compartment.
 Damaged or malfunctioning floor locks.
 Spills in the hold that may have occurred.
 Baggage or cargo that may have been left onboard the aircraft.
 Any other items that should not be present in the hold.

Part: 4
Issue: 05
 A check shall be conducted in a hold even if on arrival the hold was reported as not
carrying any cargo/baggage (empty).
 If any damage is found to the compartment or locks, if a spill has occurred, or if any
other irregularity is found, it shall be immediately reported to a supervisor, the flight
crew, and/or a company representative as required by operating airline.
4.11.5.2 Cargo Hold Damage

Any damage to the structure or linings of containerized or bulk holds may lead to specific
loading limitations. Therefore, any damage shall be reported. The Load Controller shall be
informed accordingly.
4.11.5.3 Compartment Separator Nets

4.11.5.3.1 Definition
The barrier net load limitation defines the maximum weight that a barrier net can withstand
under emergency forward load factors.
 The barrier net loads limitations (express in Kg or IB) is used to prevent shifting of load
positioned forward or aft of a barrier net.
 Compartment separator nets must be secured prior to all flight departures.
 Securing compartment nets during loading operations:
 Compartment nets shall be placed inside aircraft compartments and not left hanging
outside, to avoid clips and attachment points from striking fuselage (especially during
adverse weather conditions.
 Between offload and onload, compartment nets shall be secured inside aircraft
compartments and not left hanging outside, to avoid clips and attachment points from
striking fuselage (especially during adverse weather conditions) or inadvertently hooked
on GSE and pulled out of the aircraft

Part: 4
Issue: 05
4.11.5.4 Cargo Door Barrier Nets

Cargo door barrier nets shall be installed prior to flight departure to prevent cargo from
shifting in flight and damaging or blocking the compartment door.
4.11.5.5 Container/Pallet Restraint System

All container stops and pallet locks required to secure containers and pallets shall be
extended and locked prior to any flight. This includes cargo holds that are empty, unless
specified by IAA.
A tactile check shall be performed by checking the security of each lock with hands.
4.11.6 Advance Loading Preparation

 Before loading commences, the load shall be assembled and checked against loading
instructions.
 Ensure ULD placards are properly filled out with the correct information (see 4.11.14.2).
 Ensure ULDs and all cargo are inspected and are fit to be loaded on the aircraft.
 If possible, arrange ULDs on the ramp in order of on load.
4.11.7 Aircraft Ground Stability

4.11.7.1 Definitions
A critical aft center of gravity situation may lead to tail tipping of the aircraft during handling
or towing operations. Pre-cautions shall be taken to eliminate this possibility as it can occur
on many aircraft types.
4.11.7.2 Precautions
In order to avoid the risk of tail tipping the following precaution shall be taken:
 Load Planning
When planning the load distribution, sufficient load should be allocate in the
compartments forward of the center of gravity to ensure ground stability. Particular
attention shall be paid to the distribution of the transit load on multi-sector flights. The
distribution of the load remaining in compartments at the next station shall be such that it
meets the above condition.
 Loading or offloading may cause the aircraft to become unstable or could cause the
aircraft to tip. Respect aircraft ground stability requirements during loading and
offloading. In general:

Part: 4
Issue: 05
 Offload aft holds before forward holds

 When loading, load forward holds before aft holds
 For cargo aircraft, a tail support stanchion or nose tether may be required to be fitted
during loading and offloading.
4.11.8 Offloading Procedure

4.11.8.1 Scaling Process
If the Flight Crew experiences a handling irregularity on take-off, the Flight Crew may
request aircraft scaling (weighing of all baggage and cargo on board) at the arrival station.
Aircraft shall not be offloaded when a scaling has been requested until the process has
been initiated.
4.11.8.2 Identifying Shipments Requiring Specific Handling

 Comply with any special handling requirements. All shipments requiring specific
handling will be identified on the LDM/CPM.
 Make sure that packages with directional handling labels are kept in the correct
orientation (this way up, etc).
 Take care with fragile items
4.11.8.3 Safety Precautions for Offload

 Take care when handling heavy items. Proper lifting techniques shall be used and
assistance shall be asked if required.
 Take care when placing items on belt loaders. Make sure they are stable and will not fall
off.
 Check ULDs during offload for damage, leakage and load stability.
 Check for incorrectly loaded ULDs (locks not raised, locks or side rails overridden, etc).
Report any discrepancies found.
 Take care if load has shifted during flight.
 Containers can tip during movement because the base is smaller than the top, causing
a high center of gravity.
4.11.9 Loading Procedure

 Before loading commences, the aircraft registration shall be verified with the registration
on the loading instruction report.

Part: 4
Issue: 05
 It shall be ensured that onload has been checked against LIR. Weights and ULD
numbers shall be cross checked.
 It shall be ensured that special equipment (tie down straps, etc.) is available, as
required.
 It shall be ensured that LIR is received and understood by loading crew.
 Before loading commences, an inspection shall be carried out of cargo compartments
and restraint system. Any defects shall be reported to supervisor, the flight crew, and/or
IAA representative.
 For cargo shipments, it shall be ensured that the nets or tie down straps are tight and
the load is secure.
 Inspect ULDs for serviceability. Damaged ULDs shall not be loaded.
 Items with directional handling labels should be loaded so that the labels will be visible
during offload.
 When loading pallets or containers It shall be ensured that the edges are either guided
by the side rails or fit under the stops/locks/guides and that the height of the pallet
allows for sufficient clearance in the door opening.
 It shall be ensured that the passage of the ULDs into their position is not obstructed by
stops/locks/guides.
 It shall be ensured that separator nets, fire barriers, door nets, pallet locks and container
stops are installed and locked as required as the hold is loaded.
 The count of bulk loaded baggage shall be kept by compartment and destination.
 Document all changes to the load shall be documented and the Load Instruction Report
shall be signed.
 Load verification shall be carried out prior to finalizing the weight and balance.
4.11.10 Live Animals

Transportation shall be in accordance with the IATA Live Animals Regulation (LAR) and
also IAA Cargo Operations Manual, Part 11 for aircraft specific regulations.
4.11.11 Wet Cargo

 The Loading Supervisor shall check if:
 The wet cargo is properly packed and free of leakage.
 The aircraft floor is properly protected from risk of spillage.

Part: 4
Issue: 05
4.11.12 Tie-Down
4.11.12.1 General Rules
 Loose load is usually restrained by separation nets between sections or door protection
nets.
 Nevertheless, certain type of loads shall always be tied-down.
 The following are items which shall always be tied-down:
 All high density packages (sharp angles, steel extrusions, metallic trunks, etc.).
 All high density packages (sharp angles, steel extrusions, metallic trunks, etc.).
 Power driven wheelchairs (bulk compartment).
 AVI.
 Human remains (HUM).
 The following shall be considered when applying tie-down of cargo. The total tie-down
must ensure restraint in at least the following directions:
 Upward
 Forward and Aft
 Sideward

Part: 4
Issue: 05

Part: 4
Issue: 05
4.11.12.2 Tie-down Fittings

A single tie-down fitting may receive up to 3 straps/ ropes in three different restraint
directions (once up and two opposite horizontal directions). Forces generated by load can
never act in more than one direction at the same time, and thus the fitting will never be
pulled by more than one strap/rope at the same time. Therefore a fitting may never receive
more than one strap/rope in the same direction.
4.11.12.3 Tie-down Equipment

Track and Anchor Plate

Part: 4
Issue: 05
Caution:
Tie-down on any other part of the aircraft structure, or on other restraints than those above,
even if equipped with rings or tie-down points, is forbidden.
4.11.13 Load Spreading

When the weight of item(s) to be loaded exceeds the maximum floor load per square metre
or the maximum floor load per running metre of a compartment, the weight has to be
spread to prevent damage to the compartment floor. This applies to HEAs, but may also
apply to smaller items weighing less than 150 kg. The item shall be fully restrained (see
example below).

Part: 4
Issue: 05
Caution:
Overloading can cause damage to aircraft frames and ribs and consequently can have
serious implications for the safety of the aircraft.
 the weight can be spread by making use of spreading wood, in which case:
 The surface to support the weight will be enlarged.
 The length will be enlarged.
 The load agent or cargo will advise the spreading requirements for each item. The
information shall be notified on the LIR.
4.11.14 Unit load Devices (ULDs)

4.11.14.1 General
 ULD can be divided into 2 groups:
 Containers
 Pallets with or without nets
Each ULD must meet minimum technical specifications to ensure safe restraint of the load.
Refer to Cargo Operations Manual Part xx for more details.
4.11.14.2 Identification/ Labeling of ULDs

Identification: Each ULD has an IATA identification code allowing proper ULD control.

Part: 4
Issue: 05
The first three identify the type of ULD. The next four or five identify the inventory number
and the last two identify the airline or pool that owns the container.
For example:
4.11.14.3 Unit Load Device (ULD) Inspections

 Unserviceable ULDs could:
 Cause injury to employees.
 Damage the aircraft structure.
 Impact on time Performance.
 Damage ULD contents (Baggage and Cargo).
 Affect Weight and Balance load requirements.

Part: 4
Issue: 05
4.12 Aircraft Departure

4.12.1 Introduction
 A departure is normally conducted with a dialogue between flight crew and ground staff
in charge of the departure via an interphone. This procedure ensures the highest level
of safety during departures based on a precise exchange of information.
 The person responsible for pushback is in charge of the departure operation shall
remain in continuous contact with the flight crew and is responsible for the ground
maneuver. The scope of this departure procedure is limited to conventional towbar and
towbarless pushback operation.
Note: The term “headset” also applies where an interphone system is used.
4.12.2 Wheel Chock Removal

 Headset Operator:
 Via the interphone, request chock removal approval from the flight crew, and
confirm the aircraft parking brakes are set.
 Check all GSE have been disconnected from the aircraft.
 Check the passenger boarding stairs have been retracted from the aircraft, if
applicable.
 check the tow tractor and tow bar (or towbarless tractor) are fully secured to the
nose gear and parking brakes are set on the tractor, if applicable.
 Give clearance to ground staff to remove chocks.
Note: If a chock is stuck, the responsible personnel remove it by tapping it with a
spare chock or moving the aircraft after the
 Aircraft brakes have been released.
 Relay ‘Chocks Removed’ hand signal to the flight crew, and ensure the flight crew
repeats the ‘Chocks Removed’ hand signal as confirmation.
 The responsible personnel shall stow chocks in their designated stowage place.
Note: Nose gear wheel chocks may be removed without notification provided the main gear
wheel chocks are still positioned. Once high wind or icy conditions have passed, any
additional chocks that were added to the aircraft may be removed so that chock placement
reverts to that for normal conditions.

Part: 4
Issue: 05
 If hand signals are used (i.e. aircraft interphone system is inoperative) the person
performing the hand signal shall:
 Be in continuous visual communication with the flight crew throughout the pushback.
 Display the ‘Set Brakes’ hand signal.
 Receive confirmation from the flight crew when they display the ‘Brakes’ hand signal
in response.
 Display the ‘Chocks Removed’ hand signal.
 Receive confirmation from the flight crew. Do not remove chocks until confirmation
of the flight crew is received.
4.12.3 Action Prior to Departure

 Prior to departure of the aircraft, it shall be ensure that:
 The ramp area is clear of all FOD and any equipment.
 The apron surface condition is sufficiently free of ice, snow, etc., to ensure safe
aircraft movement.
 The ramp area is free of objects/obstacles which may be impacted by the aircraft or
may endanger others due to jet blast effects.
 All persons not involved in the aircraft departure operation must remain clear of the
departing aircraft, behind the ERA.
 Additional ground staff such as Wing Walkers are present (if applicable/required).
 Verbal communication with flight crew is established by means of an interphone
system, departures using marshalling hand signals without any headset
communication are only conducted in exceptional cases.
Note: Prior to connecting the tractor to the aircraft, the tractor may be parked in front of the
aircraft or outside of the ERA, but never behind the wings.

Part: 4
Issue: 05
4.12.4 Pre-Departure Table

General
Prior to aircraft movement, the responsible ground staff (headset operator) shall ascertain
that the following requirements are met:
Legend: TT–towbar tractor TBL–towbarless tractor PPU–powered push unit.

Part: 4
Issue: 05
4.12.5 Pre-Departure Check

4.12.5.1 Pre-Departure Walk around Check
The pre-departure walk around check includes, but is not limited to, ensuring the following:
 The apron is clear of all FOD items that may cause aircraft damage or pose a risk.
 All GSE and passenger boarding devices are detached.
 The stand area is clear of obstructions. GSE and vehicles are positioned clear of the
aircraft path.
 Adequate clearance exists between the aircraft and facilities or fixed obstacles along
the aircraft movement path.
 All aircraft servicing panels and/or hatches are closed and secured (except - external
power and headset panels).
 Cabin/cargo doors:
 Handles are flush with the fuselage;
 There is no visible damage on the aircraft, particularly around cabin and cargo
doors.
 Any abnormalities on the aircraft observed (e.g. obvious damage, fluid leakage) are
immediately brought to the attention of
 The pilot in command and maintenance.
 Landing gear safety pins are removed.
 There are no obvious signs of unmarked dents or other skin panel damage.
Caution: If any of the above conditions or actions are not met, inform your supervisor,
maintenance and the pilot in command. This may affect the safety of the intended flight.
4.12.6 Communication Requirements

4.12.6.1 Communication during Engine Start
The engine starting sequence shall be coordinated with the flight crew by conducting a pre-
departure briefing.
 During the engine communicate shall be started with the flight crew only if
circumstances that require immediate notification and action is observed by the flight
crew.
 In case of starting up with an ASU, the pressure shall be supplied at the request of the
flight crew.

Part: 4
Issue: 05
Note: From the captain's seat facing forward, engine on his/her left is referenced as engine
number one.
4.12.6.2 Communication during Engine Fire

Engine Fire
 The Flight Crew normally detects an engine or APU fire and shall take action using the
engine fire extinguishing system. However, alert the flight crew immediately via the
headset if flames are noticed from the engine or engine pylon.
 In the event that a headset is not available, the appropriate “Fire” hand signal shall be
used. (Refer to the Marshalling Hand Signals section in this chapter) Tailpipe/Exhaust
Fire If you notice flames from the engine tailpipe during engine starting, alert the flight
crew immediately, as such a fire might not be detectable via temperature sensors
and/or fire warning systems in the aircraft.
Caution:
Do not fight engine fires with fire extinguishers on the ground when the flight crew is in the
flight deck. The flight crew will take all necessary action.
4.12.7 Departure Communication

4.12.7.1 General
Departure communication outlined in this section is a basic standard for both pushback and
open ramp (taxi out) departures.
This specific dialogue does not forbid the exchange of additional important information
between flight crew and ground staff using non-standard phraseology (e.g. request for
authorization to disconnect ground support units etc.).
Note: If the pushback shall be stopped, the following call shall be made: STOP PUSH
BACK.
Where applicable, use “pull out” instead of “pushback”.
Only engage the towbarless tractor and lift the aircraft once the passenger boarding device
has been removed from the aircraft and the flight crew has requested for pushback.

Part: 4
Issue: 05
4.12.7.2 Departure Communication Dialogue

The dialogue is a sample communication to be used for a departure:

Part: 4
Issue: 05
4.12.7.3 Items to be communicated between Ground Staff and Flight Crew
4.12.7.4 Departure Communication without Interphone

An aircraft departure must always be conducted using interphone communications.
In the event that the interphone becomes unserviceable or under extreme circumstances
where the interphone is not available,
you must use conventional hand signals (see IGOM 4.8.4 and 4.8.5) for the departure (not
applicable to main gear pushback unit
departures).
Prior to departure a briefing must be held between the Captain and the ground agent
responsible for the departure, including:
(a) Review of departure specifics, e.g. direction of movement, final positioning, and taxi out
direction;
(b) The hand signals to be used, including emergency signals.
Caution:
Read back all given instructions or acknowledge them in a manner clearly indicating that
they have been
understood and will be complied with.

Part: 4
Issue: 05
4.12.8 Preparation for Pushback

(This section is also applicable to pull-out using applicable equipment)
4.12.8.1 Pre Departure Communication

 An aircraft departure shall always be conducted using interphone communications. In
the event that the interphone becomes is unserviceable, you must use conventional
hand signals see part 4.8.4 and 4.8.5 for the departure (not applicable to main gear
pushback unit departures). Prior to departure a briefing shall be held between the
captain and the ground agent responsible for the departure, including:
 Review of departure specifics, e.g. direction of movement, final positioning, and taxi out
direction.
 The hand signals to be used, including emergency signals.
Caution: Repeat all given instructions or acknowledge them in a manner clearly indicating
that they have been understood and will be complied with.
4.12.8.2 Connecting the Pushback Vehicle

 The pushback vehicle shall be connected as follows:
 Aircraft main gear chocks installed, nose gear chocks removed–if applicable;
 Approach nose gear to centerline of fuselage;
 Use a spotter to assist in the final approach to nose gear:
 Tractor &Towbar:
 Connect towbar to nose gear first.
 Raise towbar so that its head is at same height as the tractor connection.
 Approach slowly until connection aligns and secure connection to tractor.
 Raise towbar wheels.
 Select “Neutral” or “Park” and set parking brake of tractor.

Part: 4
Issue: 05
 Towbarless tractor:
 On final approach to aircraft, the tractor shall be properly aligned.
 Position Towbarless tractor to standby for lifting and wait for clearance from flight
deck to lift and wait for approval from flight deck to lift.
 Select “Neutral” or “Park” and set parking brake.
Caution:
 The main landing gear chocks shall not be removed until:
 all GSE–with the exception of the boarding passenger stairs(s), GPU, PCA, and
ASU is removed from the aircraft,
 the pushback vehicle is connected to the aircraft and the parking brakes of both the
pushback vehicle and the
 aircraft are set.
4.12.9 Aircraft Pushback

4.12.9.1 Pushback Requirements
All staff walking on ramp shall remain clear of:
 Aircraft nose gear throughout the pushback operation;
 The tractor's path;
 Engine danger areas.
4.12.9.2 Pushback & Pull Forward

If an aircraft is to be pulled forward after pushback and engines started, special precautions
shall be taken to reduce the risk of the aircraft's engine thrust causing damage to the nose
gear and towbar when stopping the aircraft at completion of maneuver.
Caution:
When using a towbarless tractor:
The aircraft shall not be lifted when loading equipment and/or a passenger boarding device
is still connected to the aircraft.

Part: 4
Issue: 05
4.12.9.3 Ground Crew in Charge of Pushback

4.12.9.3.1 Ground Crew Responsibility
The responsible ground crew is defined as the person performing the communications with
the flight crew.
A responsible ground crew shall be in charge of each aircraft pushback. This function can is
performed by IAA technical person.
Responsible ground crew for the departure will:
 Be in charge of the entire pushback, once clearance to begin pushback has been given
by the flight crew;
 Ensure that the towbar/shear pin/towbarless tractor is suitable for the specific aircraft
type;
 Conduct briefings with all persons involved in the aircraft movement to review and
confirm how the aircraft will be
 maneuvered;
 Be in continuous communication with flight crew by interphone;
 Have ultimate responsibility to review pushback procedures based on conditions he/she
observes and must inform the flight
 crew:
 If ramp conditions are below standard for a normal pushback (e.g. hazards, obstacles,
slippery or icy) then:
 he/she will inform the flight crew that engine start clearances will not be given until
either:
o the aircraft is moving over an area of the ramp where the conditions are
considered to be safe for an engine start;
o OR
o the pushback has been completed, the aircraft has come to a complete stop and
the parking brake has been set;
 Ensure that the nose gear steering bypass pin is installed prior to towbar connection to
aircraft;
 Connect the interphone and conduct a communication check to:
 verify the communication system is functional;
 update flight crew on progress of the ramp operation;
 request permission & disconnect ground power after verbal approval is received
from flight crew.

Part: 4
Issue: 05
 Conduct a Pre-Departure walk around;

 Signal “All Clear” to pushback tractor driver and wingwalkers (if applicable) once
advised by flight crew that the aircraft brakes have been released and approval for
pushback given by Flight Crew;
 Be positioned as required by operating airline's GOM, either inside tractor or walking on
apron adjacent to nose gear.
Note: If walking adjacent to nose gear:

walker and tug driver shall be in visual contact throughout the pushback. After approval of
flight crew, the tug driver shall always assure taxiway is free of other
aircraft/equipment/obstacles.
 Monitor the interphone during the pushback and communicate with the flight crew as
required;
 Advise the flight crew if for any reason it is not safe to start an engine and stop the
engine start (the flight crew may advise as each engine is being started);
 Advise the flight crew to set aircraft brakes at end of pushback. Once confirmation from
the flight crew has been received, give the brakes set signal to the tractor driver and
wingwalkers (if applicable).
 Give visual signal to the tractor driver and wingwalkers (if applicable) that it is clear to
disconnect towbar after flight crew advises that engines were started normally and the
ramp is clear to disconnect the towbar .
 Disconnect the headset and close the access panel on the aircraft once the approval to
disconnect has been given by flight crew and the towbar has been disconnected.
 Remove the nose gear steering bypass pin (if applicable) and ensure the swing lever is
returned to the proper position.
 After headset, towbar and steering bypass pin are removed, close and latch all access
panels and then move to designated position to conduct final departure marshalling.
 Ensure verification of pin removal has been completed- if applicable. Show the “All
Clear Taxi” signal.
 Give the “All Clear to Taxi” signal once eye contact has been made with the flight crew
and they are expecting the signal. In low-light conditions the flight crew shall turn on the
interior lights of the flight deck.

Part: 4
Issue: 05
 Remain in position until an acknowledgement from the flight crew is received and the
aircraft begins to taxi.
Caution:
 The flight crew (or brake operator) shall be notified immediately:
 In the event any connection between the tractor and the aircraft is lost during aircraft
movement;
 to stop the aircraft movement using gentle brake application if the aircraft is about to
overtake the tractor while towing.
Note:
If the nose wheels are not in the centered position, they can turn quickly to their centered
position when the bypass pin is removed. Personnel injury or aircraft damage could result.
The interphone communication cable shall not be disconnected until the towbar (or
towbarless tractor) has been disconnected from the nose gear.
4.12.9.4 Wingwalker
Wingwalker or other assist personnel shall:
 Be under the direction of the responsible ground crew at all times;
 Use 2 marshalling wands, either day-wands or illuminated wands for low visibility
operations;
 Be positioned before and during movement of aircraft as follows where applicable
and/or permitted:
 approximately 1 metre outboard of the wingtip;
 in line with the rearmost main gear wheel.
 Shall maintain visual contact with person responsible for pushback/towing.
 Ensure the aircraft movement path is clear of any obstructions, other aircraft, vehicles
etc;
 Provide “Safe to Proceed” clearance signals at all times to the person responsible for
pushback by using a distinct “Pendulum” motion of the arm;
 Continue to monitor the aircraft path until the aircraft is stopped at the departure point;
 Position themselves in clear visibility of the flight crew on the terminal side, at a safe
distance away from the aircraft (either at the 11 o'clock or 1 o'clock position);

Part: 4
Issue: 05
 Give the “AIRCRAFT HOLD” signal to the flight crew when the visual “Brakes Set”
signal has been received from the person responsible for pushback.(crossed Wands
may be over head or in front of chest);
 Remain in position until the responsible ground crew walks over to take over the
marshalling clearance of the aircraft;
 Return to terminal once marshalling duty has been transferred.
4.12.9.5 Tractor Driver

 The pushback tractor driver shall:
 Align the tractor or tractor and towbar combination with the center line of the aircraft
before the aircraft movement;
 Completely raise the towbar wheels before the start of the aircraft movement (if
used);
 Standby for clearance to push communication from flight crew or responsible ground
crew;
 Select appropriate gear on tractor and slowly begin movement;
 Prior to the aircraft movement, make sure that the parking brakes are released and
the anti-collision lights are switched on
 (depending on the local airport regulations);
 Start the pushback operation on a straight line;
 Keep the maneuvering speed to a minimum, and apply the vehicle brakes gently;
 Scan the apron during pushback, monitor clearances and wingwalkers (if applicable)
to ensure that aircraft is moving clear of
 all obstructions. Be prepared to stop;
 Ensure during pushback the steering turn limits are not exceeded and advise flight
crew if any are exceeded. Damage to
 nose gear will occur. Refer to the operating airline's GOM for the specific limits and
how they are marked on the aircraft;

Part: 4
Issue: 05
 If responsible ground crew on interphone is walking on ramp, maintain visual

contact and ensure a safe distance is maintained from the nose gear during entire
pushback;
o If the responsible ground crew is too close to the nose gear, the pushback must
be stopped and a review of the required safety clearance conducted.
 Set brakes on the tractor once pushback is completed;
 Maintain the brakes on the pushback until the release signal is received from the
flight crew or responsible ground crew on interphone;
 Wait for flight crew or responsible ground crew on interphone to give the “Aircraft
Brakes Set” signal;
 Release the tractor brakes and put the gear selector in “Neutral” after aircraft brakes
have been set, to release any pressure on the towbar;
 Position the tractor in the aircraft's path and be visible to the flight crew (if possible)
after the towbar has been disconnected from the tractor;
 Remain in position visible to the flight crew until the headset operator has
disconnected and is in view of the flight crew;
 Drive tractor back to terminal or appropriate parking position.
Caution:
If the nose wheels are not in the centered position, they can turn quickly to their centered
position when the bypass pin is removed. Personnel injury could result.
4.12.10 Open Ramp Departure

 Complete all pre-departure checks shall be completed.
 Refer to departure communication section and follow required phases of dialogue.
 It shall be ensured that all staff and equipment is clear of the aircraft behind the ERA.
 Position for marshalling in an area behind the ERA while being in clear view of the flight
crew on either side of the aircraft
4.12.11 Maneuvering During Adverse Weather Conditions

4.12.11.1 General
During adverse weather conditions (fog, rain, etc.) visibility and traction shall be affected.

Part: 4
Issue: 05
The Tractor Driver shall reduce and adapt vehicle speed as required by the present
conditions.
4.12.11.2 Icy Conditions

When maneuvering the aircraft on slippery apron surfaces, extreme caution is required to
avoid losing control of the tractor due to skidding. Many elements can contribute to the
hazards involved such as strong winds, slippery road surfaces, pavement slopes etc.
The following minimum precautions shall be observed:
 Avoid sudden turns, deceleration or acceleration.
 Except when using an Air Start Unit, do not start aircraft engines unless:
 The condition of the pavement is such that reasonable traction is ensured.
 The aircraft parking brakes are set and the aircraft is disconnected from tow
tractor/towbarless tow tractor.
4.12.12 Nose Gear Steering

4.12.12.1 General
 Each aircraft type has specific requirements for the bypass of the nose gear steering
mechanism.
 The bypass pin shall be:
 labeled with the specific aircraft type(s) for which it can be used;
 Identified with a “Remove Before Flight” streamer;
 Checked regularly for proper technical condition, or as per manufacturer
instructions.
4.12.12.2 Nose Gear Protection and Steering Angles

 In order to protect the nose gear from damage, visual turning limit markings indicate the
aircraft's maximum nose gear steering angles.
 In the event of exceeding the maximum nose gear steering angle, the maintenance
department and flight crew shall be informed, if applicable, and a technical inspection
shall be requested. The aircraft shall return to the parking stand in order to check
whether the gear is damaged.
 When using a towbarless tow tractor equipped with either an over steer warning or over
steer protection device, the visual turning limit markings shall be verified at all times to
prevent exceeding the maximum nose gear steering angle.

Part: 4
Issue: 05
 When using a towbarless tractor on an aircraft, the “over steering” or “over torque”
system of the tractor shall be operative.
4.12.13 Anti-Collision Lights

On a standard departure, once all aircraft doors are closed, the flight crew requests
pushback clearance from ATC. Once clearance is obtained the flight crew shall switch on
the aircraft's anti-collision lights.
Caution:
Anti-collision lights that are switched on are a visual indication to ground staff of imminent
engine start-up or aircraft movement. Vehicle traffic shall stop until the aircraft has departed
from the area.
4.12.14 Engine Cross Bleed Start

Engine start using cross bleed may only be performed once the pushback has been
completed, the aircraft brakes have been engaged, and the area around the aircraft is clear.
Caution:
With engine(s) above idle thrust, blast and suction effects are greater.
4.12.15 Re-Establishing Communication after Departure

This procedure is to be used in case the ground staff or flight crew wishes to re-establish
interphone communication after it has been disconnected.
4.12.15.1 Initiated from the Cockpit

 The flight crew shall set the parking brake and re-establish communication with ground
staff via company channel or ATC.
 If visual communication with responsible ground agent is still established then visual
signals may be used.
4.12.15.2 Initiated from the Ground
 If ground staff needs to re-establish communication with the aircraft after dispatch, do
NOT approach the aircraft. If communication cannot be established using hand signals,
make contact via IAA channel or through ATC.

Part: 4
Issue: 05
 When preparing to re-establish communication with aircraft, take the following

precautions:
 Make sure you have been seen by the flight crew and the intention to approach the
aircraft to re-establish interphone communication is understood.
 Approach the aircraft from the direction where visual contact with the flight crew is
maintained as long as possible.
 Only the person establishing the interphone communication shall approach the
aircraft.
 Stay outside the aircraft's engine danger area when approaching the aircraft.
 If possible, position pushback tractor in front of aircraft in clear view of flight crew to
act as a safety barrier and prevent premature movement of the aircraft.
Caution:
For safety reasons, the interphone communication system cannot be used when there is
thunderstorm activity over the airport as there is a risk of electrical discharges between the
aircraft and the interphone system. Under these conditions communication headsets cannot
be worn.
4.12.16 Interphone Communication Failure

4.12.16.1 General
 Aircraft pushback requires a communication interphone. In the event the interphone
becomes unserviceable or communications is lost, the following procedure shall be
followed:
 In case of a single person operation and if no other means of communication are
available, stop the movement (depending on local situations and regulations) and
immediately request assistance to continue the movement.
 In case of multiple person operation then communication with the flight crew will be
established using hand signals as described in this chapter. The tractor driver must
be able to receive the visual signals as relayed from the flight crew. Once
 hand signal communication has been established the pushback can resume.
 Notify ATC (if radio available) and continue the movement in co-operation with ATC,
depending on local regulations.

Part: 4
Issue: 05
4.12.16.2 During Towing

If during the tow the interphone fails, the tow shall immediately be stopped and an alternate
means of communication established before continuing. If this is not possible, assistance
shall be requested.

Part: 4
Issue: 05
4.13 Aircraft Towing

4.13.1 Aircraft Towing Requirements
The following requirements shall be met to perform an aircraft tow:
 Ensure hydraulic system pressure for aircraft braking and/or the brake accumulator is
within required pressure range. Refer to the operating airline's GOM for each aircraft
type for more detail.
 Ensure any required electrical systems for towing are energized.
 Ensure all gear safety pins/sleeves are installed, and after tow, ensure all pins are
removed and stowed. Refer to each airline's GOM for procedures regarding gear lock
pin responsibilities and requirements.
 Make sure a qualified brake operator is in the cockpit.
 Establish communication with the brake operator by means of the interphone system.
 Make sure wheel chocks are positioned at the end of the maneuver, prior to
disconnecting the towbarless tow tractor or Towbar. Caution:
 Inform the brake operator/flight crew and/or contact the maintenance department for
technical inspection if you:
 Observe any type of excessive fluid leakage;
 Notice any signs of unmarked aircraft damage;
 Observe any fault, failure, malfunction or defect which you believe may affect the
safe operation of the aircraft forthe intended flight.
4.13.2 Towing Maneuvering

4.13.2.1 General
 The towing maneuvering procedure is similar for all aircraft types. The following
minimum safety precautions and procedures shall be followed prior to and during
aircraft towing operations:
 Align the tractor or tractor and towbar combination with the center line of the aircraft
before the aircraft movement.
 Completely raise the towbar wheels before the start of the aircraft movement (if
used).
 Prior to the aircraft movement, make sure that the parking brakes are released and
the anti-collision lights are switched on (depending on local airport regulations).
 Wait for the authorization of the flight crew or brake operator before moving the
aircraft.

Part: 4
Issue: 05
 Start the pushback operation on a straight line.

 Keep the maneuvering speed to a minimum, and apply the vehicle brakes gently.
 Do not exceed the towing speed limit as regulated by the towing equipment, aircraft
and/or airport.
 Use relevant apron lines as guidance during maneuvering to ensure safe obstacle
clearance.
 Keep a minimum safety distance between vehicles sufficient in which to stop.
 Stop 50 m/55 yd before a taxiway intersection, if a stop is required.
 Avoid sharp turns, which results in excessive tire scrubbing.
 Make all stops smoothly.
 When arriving at the allocated position, move the aircraft in a straight line for a few
meters to ensure that the nose wheels are in the straight ahead position. This
relieves any torsional stress applied to landing gear components and tires.
 Apply the tractor parking brake after a complete stop.
Note: Some of these precautions may not be applicable to towbarless vehicles.
4.13.2.2 Towing Preparation

The following checklist is to be used in preparation for an aircraft tow.
4.13.2.3 Towing Completion

The following checklist is to be used at the end of an aircraft tow.

Part: 4
Issue: 05

Part: 4
Issue: 05
4.13.3 Incidents during Towing

Part: 4
Issue: 05
4.13.4 Towing Limits

 Fuel and other loads may affect an aircraft's balance. To avoid “tail tipping” during
towing, it shall be ensured that the actual centre of gravity of the aircraft is forward
of the critical centre of gravity. If you are unable to determine this, assistance from
IAA qualified weight and balance agent shall be requested.

Part: 4
Issue: 05
4.14 Aircraft Movement

Aircraft movement operations shall be performed with extreme caution to prevent injuries to
personnel as well as to avoid damage to aircraft, equipment and facilities.
 For the movement of the aircraft following safety factors shall be taken into
consideration:
 Only those personnel trained and qualified should perform aircraft movement
operations functions. Assign a person to be in charge of the operation. The person
in charge of the operation should brief all other personnel involved in the operation
of their responsibilities.
 Personnel shall be instructed on the hazards associated with aircraft movement
operations, e.g. engine ingestion, nose wheel movement, aircraft track, visibility.
 Prior to aircraft movement the following activities shouldtake place:
o An inspection shall be made of the surface conditions to determine if it is
safe to conduct the operation, (e.g. ice, snow etc.)
o A visual inspection shall be made of the aircraft to ensure all service
doors/panels are closed and locked.
o Ensure that all ground support equipment is removed fromthe aircraft and
there are adequate clearances between the aircraft and facilities/equipment.
o A visual inspection shall be made of the area of the operation to ensure it is
clear of FOD.
o Verification shall be made that power cables, loading bridges, etc. are
detached from the aircraft.
o A visual inspection shall be made to ensure chocks are removed from all
wheels.
o General check of landing gear shock strut extension.
 Personnel performing the functions required by the operation shall be positioned
away from hazard zones.
 Only those persons required to perform operating functions should be in the
operating area.
 During aircraft movement the maximum nose-gear turn limits shall not be exceeded
in accordance with airframe manufacturers' instructions.
 Communication with the flight deck shall if possible be achieved in a manner that
eliminates the need for personnel to walk in close proximity to the aircraft nose gear

Part: 4
Issue: 05
or the tow tractor during the operation; e.g. use of flexible cord to the tractor driver,
or cordless system.
 Personnel performing marshalling or wing-walking functions should utilize: during
daytime operations either wands or mitts of a high visibility colour and during low
visibility/night operations lighted wands.
 Operations conducted in poor surface/weather conditions should be performed at
low speed.

Part: 4
Issue: 05
4.15 Safe Operating Practices in Aircraft Handling

4.15.1 Introduction
Safety in IAA is a permanent requirement and its first commandment. In the Air and on the
ground, safety first is the rule. Airside safety rules and procedures ensure safe handling;
therefore, safety regulations shall always be applied on the apron, on and around aircraft, in
hangars and workshops.
Shall even the slightest scratch or dent in the aircraft occur or is noticed, it shall immediately
be reported to permit technical evaluation. As aircraft have to withstand very great forces at
high altitudes personnel shall be made aware that even minor deformations, apart from
detracting from performance, could be the direct cause of serious accidents.
4.15.2 Requirements for Aircraft Handling Operations

The following practices, as a minimum, shall be taken in order to ensure safety in all
activities associated with Aircraft Handling Operations is in place.
 Personnel shall be trained depend on the activities they perform in Aircraft Handling
Operations;
 Enforcing the application of all safety rules and procedures in all activities connected
with aircraft handling by IAA;
 Ground Support Equipment, when driven or operated on the apron, particularly in
vicinity of an aircraft, shall be operated with extreme care to avoid any hazard to
personnel and /or any damage to aircraft or load.
4.15.3 General aircraft safety rules

 No unauthorized person is to approach any aircraft without the direct permission of
security or Pilot-In-Command.
 Never park or stand within 3 meters of any aircraft unless you are directly involved in the
servicing of that aircraft.
 Never park or stand within 15 meters of a refueling aircraft as fuel overflow vents may
discharge fuel at any time.
 No equipment should be so parked that it would block another vehicle gaining access or
egress to or from an aircraft in the event of an emergency.
 Aircraft always have right of way over vehicles, equipment and pedestrians.

Part: 4
Issue: 05
4.15.4 Personnel Safety in Aircraft Handling Operations

 To protect health and safety of personnel, hazards shall be identified within the
workplace and managed in the following order:
 By the elimination of the hazard;
 By the reduction or control of the hazard; and
 Through administrative controls e.g. procedures, training, devices, materials,
personal protective equipment.
 Safe operating procedures, training, and supervision of personnel are clearly monitored
"at-risk" behavior by IAA Safety and Quality Assurance dept.
4.15.4.1 Personnel Protection Equipment

 Safety shoes or boots shall be worn to prevent foot injuries;
 Approved hearing protection shall be worn when working in noise-intensity areas,
i.e. on the apron;
 Outer garments that contain reflective material and are of high visibility colors shall
be worn by any person whose duties require airside access shall wear. The design,
material and layout of the high visibility garment shall take into consideration both
local regulations and specific operating conditions, e.g. weather;
 Gloves shall be worn by material handling personnel and equipment operators.
 Protective gloves shall be worn as appropriate to the job function, e.g. lavatory
servicing;
 Face protection shall be worn where there is the possibility of fluid "splash back" in
the job function;
 Safety glasses shall be worn as appropriate to the type of work being performed.
 Clothing appropriate to the weather conditions shall be made available to personnel.
Note: Jeweler such as rings and identification bracelets shall not be worn.

Part: 4
Issue: 05
4.16 Portable Electronic Devices (PED)

 Portable Electronic Devices (PEDs) cover, but is not limited to, Mobile (Cell)
Telephones, Portable Radios and Pagers.
 Use of portable electronic devices, especially mobile (cell) telephones, may cause
loss of concentration and situational awareness, even to pedestrian users.
Communication shall be relevant and as brief as possible.

Part: 4
Issue: 05
4.17 Accidents/Incidents
All accidents/incidents must be immediately reported to the Operations Centre.
4.17.1 Accidents to Passengers

Apron Attendants shall observe the operating procedures for the equipment under their
charge to ensure that passengers are not exposed to accidents while embarking/
disembarking an aircraft.
4.17.2 Accidents to Staff

If staff is injured it costs the Company time, money and inconvenience. It also causes pain
and grief to him/her and his/her family and perhaps loss of earnings. Therefore staff owes it
to his/herself, his/her colleagues and the Company, to maintain a high level of vigilance at
all times.
4.17.3 Damage to Aircraft

Damage to aircraft, as minor as it may appear, could be serious since it could affect the
safety of aircraft in- flight. Therefore, damage shall be reported immediately to the relevant
authorities e.g., Operations Centre, airline/handling company supervisor or manager, or
Maintenance Department.
4.17.4 Damage to Equipment and Vehicles

It is extremely important both for operational and safety reasons, that all damages to
equipment be reported for corrective action. Do not drive or operate equipment shall not be
driven or operated when it is known to be faulty, or if the operator are not authorized and
trained; if the operator fail to comply, he will be held responsible in the event of an accident.

Part: 4
Issue: 05

Part: 5
Issue: 05
Rev: 00
Load Control Date:
Iran Aseman Airlines 01 May 2017
Part 5
Load Control

Part: 5
Issue: 05
Rev: 00
Load Control Date:

Part: 5
Issue: 05
Rev: 00
Load Control Date:
Table of Contents
5.1 Introduction .................................................................................................................. 7

5.1.1 Procedures ........................................................................................................................... 7
5.1.2 Responsibilities .................................................................................................................. 10
5.1.2.1 Function 1.................................................................................................................... 10
5.1.2.2 Function 2.................................................................................................................... 10
5.1.2.3 Function 3.................................................................................................................... 11
5.2 Load Control Principles ............................................................................................ 12
5.2.1 Load Control Process Flow .............................................................................................. 12
5.2.1.1 Process Flow Legend ................................................................................................ 14
5.3 Regulatory Requirements ......................................................................................... 15
5.3.1 General Requirements ..................................................................................................... 15
5.3.2 Qualification Requirements.............................................................................................. 15
5.3.3 Documentation Requirements ......................................................................................... 15
5.3.4 Information Exchange ....................................................................................................... 15
5.4 Load Planning ............................................................................................................ 16
5.4.1 General ............................................................................................................................... 16
5.4.1.1 Mass Values for Passenger and Baggage ............................................................ 16
5.4.2 Loading Instructions/Report (LIR) ................................................................................... 16
5.4.3 Load Planning of Multiple Sector Flights ....................................................................... 17
5.4.4 Notification to the Captain (NOTOC) .............................................................................. 17
5.5 Loadsheet ................................................................................................................... 18
5.5.1 Production of Loadsheet .................................................................................................. 18
5.5.1.1 Establishing of Final Figures for Load Control ...................................................... 18
5.5.2 Delivery of the Loadsheet ................................................................................................ 19
5.5.3 Last Minute Changes (LMC) ............................................................................................ 20
5.5.3.1 General ........................................................................................................................ 20
5.5.3.2 Definitions.................................................................................................................... 20
5.5.3.3 Entry of Last Minute Changes.................................................................................. 21
5.5.3.4 Correction of Balance Conditions ............................................................................ 21
5.5.3.5 Responsibility of the Load Control Agent ............................................................... 21
5.5.3.6 Information of Flight Crew ........................................................................................ 22
5.5.3.7 LMC Limits .................................................................................................................. 23
5.5.4 Loadsheet Discrepancies ................................................................................................. 23

Part: 5
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Rev: 00
Load Control Date:
5.6 Handling/Load Information Codes to be used on Traffic Documents and

Messages.......................................................................................................................... 24
5.6.1 Load Information/Volume Codes .................................................................................... 24
5.6.1.1 Load Information Codes............................................................................................ 24
5.6.1.2 Additional Baggage Load Information Codes ........................................................ 24
5.6.1.3 Additional Cargo Load Information Codes ............................................................. 25
5.6.2 Codes for Loads Requiring Special Attention ............................................................... 25
5.6.2.1 Identification Codes ................................................................................................... 25
5.7 EDP Loading and Off-loading Instruction/Report ................................................... 34
5.7.1 General ............................................................................................................................... 34
5.7.2 EDP Loading Instruction Report Form ........................................................................... 36
5.7.2.1 Table of Format .......................................................................................................... 36
5.7.2.2 Example of EDP Loading Instruction/Report Form .............................................. 39
5.7.2.3 Example of Completed EDP Loading Instruction/Report Form .......................... 40
5.7.2.4 Layout of Loading Instruction/Report Form ........................................................... 41
5.7.2.5 Layout of Summary of Special Load ....................................................................... 42
5.7.2.6 Example of Summary of Special Loads ................................................................. 42
5.7.2.7 Layout of Calculation Table ...................................................................................... 43
5.7.2.8 Example of Filled in Calculation Table ................................................................... 43
5.7.3 EDP Off-loading Instruction/Report Form...................................................................... 44
5.7.3.1 Table of Format .......................................................................................................... 44
5.7.3.2 Example of EDP Off-Loading Instruction/Report Form ........................................ 47
5.7.3.3 Example of Completed EDP Off-Loading Report ................................................. 48
5.7.3.4 Layout of EDP Off-Loading Instruction Report ...................................................... 49
5.8 Manual Loading Instruction Report.......................................................................... 50
5.9 Weight Control of Load ............................................................................................. 51
5.9.1 Bulk Load ............................................................................................................................ 51
5.9.2 Unit Load Devices (ULDs) ............................................................................................... 51
5.9.3 Transfer ULDs.................................................................................................................... 52
5.9.4 Accuracy of Scales ............................................................................................................ 52
5.10 Aircraft Unit Load Device–Weight and Balance Control ...................................... 53
5.11 Unit Load Device/ Bulk Load Weight Statement ................................................... 54
5.11.1 Specification ..................................................................................................................... 54
5.11.2 Distribution ....................................................................................................................... 54
5.11.3 Completion ....................................................................................................................... 54

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Load Control Date:
5.12 Unit Load Device/ Bulk Load Weight Signal .......................................................... 57

5.12.1 Table of Format ............................................................................................................... 58

Part: 5
Issue: 05
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Load Control Date:

Part: 5
Issue: 05
Rev: 00
Load Control Date:
5.1 Introduction
Load control is a function which ensures the production of all applicable documentation to comply
with IAA requirement and regulatory authorities for an individual flight.
This includes planning, reporting and recording the loading of the aircraft.
5.1.1 Procedures
Load Control is a procedure ensuring that:
 Weight and balance conditions of the aircraft are correct and within limits;
 The aircraft is loaded in accordance with IAA regulations in general and the loading
instructions for the flight in particular;
 The information on the loadsheet corresponds with the actual load on the aircraft,
passengers and fuel included;
 Assemblage of all data relating to the aircraft load (originating and en-route stations);
 Planning of the load for ready accessibility;
 Planning of special loads according to restrictions, maximum quantities, separation and
segregation requirements;
 Consideration of centre of gravity parameters affecting aircraft fuel consumption.
In order to meet the above requirements, the Load Control procedures shall be based on the
following principles:
An efficient control system shall be in operation ensuring compatibility of all figures on the
loadsheet with the corresponding actual loading of the aircraft;
This system, called Load Control, shall be based on three functions:
Function1- Load planning, weight and balance precalculation, and completion of loading
instructions,
Function 2- Supervising the loading of the aircraft in accordance with the Loading
Instruction/Report (LIR),
Function 3-Completion and checking of the loadsheet against the LIR and other documents.
The three functions should be performed by at least two agents;
 Any work done by staff without the necessary experience or training shall be supervised by
qualified personnel;
 Any significant figures passed verbally in connection with load control work shall be
confirmed in writing before aircraft departure.
 IAA Load Control Dept. prepares loadsheet and trimsheet electronically.

Part: 5
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Load Control Date:
 IAA Load Control Dept. uses an in-house developed computer program for load calculation
and preparing loadsheet and trimsheet.
 In case of any problems in computer system, Load Control Dept. shall prepare loadsheet
and trimsheet manually.
 Weight and Balance calculations shall be based on current aircraft weight and balance data
and shall take into account limitations of the manufacture and IAA.
 IAA Load Control Dept. receives the current Aircraft Weight and Balance Data from IAA
Engineering Dept. This data is utilized for Weight and Balance calculations for Iran Aseman
Airlines Flights.Refer to flowchart in next page.
 Limitations of the manufacture derives from Weight and Balance Manual

Part: 5
Issue: 05
Rev: 00
Load Control Date:
START
Task Issuing
(Production Control)
Send to Load Control Dept. Testing the Updated
Local DCS & Approval
Test on AHM DCS
Preparing the Aircraft
(Part 145) Send to Flight Control &
Coordination Dept.
Sending the Updated
Local DCS & AHM DCS to
Weighing the Aircraft appropriate Stations
(Engineering Dept.) Send to IT for Updating Local
DCS & Sending AHM to DCS
Station
END
Preparing the Weighing
Report Send to Flight Control &
(Engineering Dept.) Coordination Dept.
Send the Report to

Calculation of Weight & New Index
Production Control
in accordance with additional
(Engineering Dept)
Operation Items & Preparing AHM
for each Type of the Aircraft.
Record in Aircraft Records

(Production Control) Send to Load Control Dept.
Send to Operation
Send to Flight Control &
Department
Coordination Dept.
(Production Control)

Part: 5
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Rev: 00
Load Control Date:
5.1.2 Responsibilities
5.1.2.1 Function 1
5.1.2.1.1 Load Planning
IAA Load Control Dept. is responsible to:
 Assemble all data relating to load (originating and en route stations).
 Plan uplift/discharge load for ready accessibility.
 Plan special loads according to restrictions, maximum quantities, separation and
segregation requirements.
 Consider center of gravity parameters affecting fuel consumption.
5.1.2.1.2 Weight and Balance Pre-Calculation

 Plan load for total flight ensuring that hold maxima are not exceeded.
 Make a pre-calculation of aircraft weight and balance. This is mandatory for flights for which
a manual loadsheet is issued.
 Pre-calculation for flights for which a Departure Control System (DCS) is used, should be
made whenever aircraft weight and/ or balance condition are expected to be close to the
operational limits.
5.1.2.1.3 Completion of Loading Instructions

 Off-load and load standard information/instructions.
 Special instructions, e.g. spreading, lashing, overhangs, special loads, etc.
5.1.2.2 Function 2
IAA Load Control Dept. is responsible to obtain LIR.
IAA Load Control Dept. shall ensure lashing/load spreading is correct.
IAALoad Control Dept. shall ensure that dangerous goods and other special loads stowed
correctly.
Note: IAA is not approved to carry Dangerous Goods.

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Rev: 00
Load Control Date:
5.1.2.3 Function 3
The load control agent's signature, printed name or printed code should be on the worksheet to
confirm:
Correct dry operating weight and index used according to aircraft type, version, number of crew
and pantry;
Correct take-off and trip fuel figures used corresponding with those on fueling order or equivalent;
Correct entry of transit load data from incoming load-message/ loadsheet;
Cross checking of the final loadsheet against passenger close out data and Loading
Instruction/Report;
Actual loading positions of dangerous goods and other special load entered on the NOTOC;
Total traffic load not exceeding allowed traffic load;
Balance calculation performed correctly and conditions of loaded aircraft, including LMCs, are
within prescribed limits.
Note 1: To cover the various operational possibilities of EDP systems, e.g.:

Decentralized input of data;
Decentralized loadsheet issuance;
Decentralized LMC;
the responsibility for correct loadsheet data as shown under 5.2.3 shall be shared. Therefore
demarcation of responsibilities shall be clearly indicated.
Note 2: A departure coordination function may be associated with Load Control functions 1 and/or
3. In this case, the additional following procedures should be adhered to:
Inform all parties aware of planned aircraft position and ETA/ time on ramp;
Check loading agent has LlR and relevant equipment correctly planned/positioned;
Ensure that arrival/departure passenger handling personnel have equipment available and are
briefed;
 Confirm passenger boarding time with relevant authorities;
 Liaison with flight and cabin crew;
 Check aircraft documents are on board;
 Release of aircraft.

Part: 5
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Rev: 00
Load Control Date:
5.2 Load Control Principles

Load Control is an essential function which guarantees the safety of a flight. It includes accurate
planning, recording and reporting of all load distributed on an aircraft.
Documented communication is required to ensure correct weight & balance calculations are
conducted and provided to pilot in command prior to an aircraft's departure.
5.2.1 Load Control Process Flow

Load Control ensures the optimum utilization of the airplane capacity and distribution of the load as
dictated by safety and operational requirements.
The Load Control station personnel has to ensure that:
• The mass and balance calculation for the airplane is correct and within the respective limits,
• The passenger figures of all categories on board are within the given limits,
• The aircraft is loaded in accordance with the given limits and according the segregation and
separation regulations.
• Center of gravity parameters and weight limitations are observed
 The load is distributed and secured in accordance with the Loading Instruction and the Load &
Trim Sheet.
• The load carried is distributed and secured in accordance with the weight limitations shown in the
Loading Instruction and on Load &Trimsheet,
• All entries on the Load & Trim Sheet, including last minute changes, correspond with the actual
embarking load and with the actual loading of the airplane,
• Everything is done to guarantee correct loadcontrol for flight safety reasons.
All documents issued in connection with loadcontrol have to be prepared by the handling agent's
trained loadcontrol personnel which has to be fully familiar with IAA loadcontrol functions.
Any significant figures passed verbally in connection with load control work, must be confirmed in
writing before aircraft departure.

Part: 5
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Rev: 00
Load Control Date:

Part: 5
Issue: 05
Rev: 00
Load Control Date:
5.2.1.1 Process Flow Legend
Triangle # Action
1 Comat.
2 Cargo to aircraft.
3 Mail to aircraft.
4 Mail weight/destination/category/ Special Load information to Load Control Office.
5 Cargo weight/destination/category/ Special Load information to Load Control Office.
6 ZFW/Aircraft registration/Route to Flight Planning System.
Flight plan including Take-off/Trip-Fuel/Maximum Gross Weights to Flight
7 Dispatch/Load
Control Office.
8 Transfer passenger number/category/destination/class/status to Load Control Office.
Transfer baggage weight/number/category/destination/class and any special
9 information to
Load Control Office.
Local baggage weight/number/category/destination/class and any special information
10 to Load
Control Office.
11 Local Passengers number/category/destination/class/status to Load Control Office.
Baggage weight/number/category/destination/class and any special information to
12 Load
Control Office.
13 Baggage to aircraft.
14 Passengers to aircraft.
Cross-check documents and LIR information to Load Control Office for final
15
loadsheet.
16 Final Loadsheet/LMC/NOTOC/Fuelling Order/Flight Plan to Flight Deck (Cockpit).
Note: Actions and items not in chronological order.

Part: 5
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Rev: 00
Load Control Date:
5.3 Regulatory Requirements

5.3.1 General Requirements
Load control is carried out by handling agents..
It can be performed at any dedicated location locally at the departure airport or at a remote
centralized load control facility.
5.3.2 Qualification Requirements

Only those personnel trained and qualified shall prepare loadsheet and trimsheet.
The load controller shall be qualified and licensed for the job function.
Training for the load control function shall be performed by a qualified instructor authorized by the
IAA Manpower Development and Training Center. Refer to CTPM Part 3.1.3
Load control licensing, training and documentation shall be in compliance with regulations and IAA
policies.
5.3.3 Documentation Requirements

IAA Load Control Dept. is responsible for providing all relevant documentation for load planning
and weight and balance calculations. IAA Load Control Dept. shall define data content and
terminology for documents reports and messages.
The load controller is responsible for accurately reflecting the data received on all documents,
reports and messages with regard to each flight handled.
Relevant documents shall be manually signed.
Weight and Balance Records, such as loadsheet, trimsheet, LIR, NOTOC, etc. shall be retained for
one year according to part 3 of Management System Manual (MSM).
Back up files for electronic loadsheet and trimsheet shall be created in order to prevent the loss of
them, according to Part 3 of Management System Manual (MSM).
(The samples of Load sheets, Trim sheets, NOTOC, and LIRs for IAA operating Aircrafts are
available in Part 22.3, 22.15, 22.16 & 22.17).
5.3.4 Information Exchange

All data pertaining to aircraft weight and balance calculations shall be communicated to the person
responsible for the Loadsheet and manually or electronically documented and/or filed.

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Rev: 00
Load Control Date:
5.4 Load Planning

5.4.1 General
The load planning procedure takes into consideration, for each flight, the following:
(a) Aircraft empty weight and center of Gravity.
(b) Operating equipment, e.g.: crew, catering, EIC.
(c) Aircraft limitations.
Total traffic load and the EZFW is calculated as described in AHM 517 &590.
The flight plan will state the estimated fuel load which the Load Controller will use to ensure load is
optimized without limits being exceeded.
The load distribution shall be planned by the Load Controller adhering to the IAA's specific
requirements and procedures.
The LIR will be released to the airport loading team. After confirmation of final loading, Load sheet
shall bereleased and provided to PIC.
5.4.1.1 Mass Values for Passenger and Baggage
Adult Child Infant

84 35 10
5.4.2 Loading Instructions/Report (LIR)

An LIR shall be issued for each flight. Manual LIR shall conform part 5.8, electronic LIR shall
conform 5.7.
The aircraft shall be loaded in accordance with the LIR. All deviation requests shall be approved
according to IAA requirements.
LIR shall be signed by responsible person as described in 5.7 & 5.8 to confirm that the
containers/pallets and bulk load have been loaded and secured in accordance with IAA
instructions.
Note: Loading supervisors / load master shall ensure the aircraft is loaded according to “LIR”
through “Ramp Operations Observation c” Checklist part 20.22

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Load Control Date:
5.4.3 Load Planning of Multiple Sector Flights

The following principles should be considered for loadplanning:
• If loading in different holds is not possible due to space or time factors, an adequate separation
and detailed information to the next station is necessary,
• Baggage for the first destination shall always be loaded as close as possible to the hold door,
• Cargo shall never block baggage,
• AFT tipping precautions for offloading at next station must be considered when deciding
separation of destinations into FWD or AFT
• Load distribution should be arranged in such a way that reloading at transit stations for trim
reason will be avoided
5.4.4 Notification to the Captain (NOTOC)

The flight crew shall be provided with a notification concerning dangerous goods and any other
special load as required by the IAA (i.e. PER, AVI, HEG, HUM,..) onboard the aircraft in the form of
a NOTOC (Notification to Captain).
The person responsible for the Loadsheet is liable to decide on the loading positions.
This will be reflected in the right hand side of the NOTOC. Any change shall be agreed and
communicate in advance with load controller.
If agreed, NOTOC shall be updated by personnel responsible for loading or loading supervision.
Finalized NOTOC shall be signed and delivered to PIC.
Note: IAA is not approved to carry Dangerous Goods.

Part: 5
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Rev: 00
Load Control Date:
5.5 Loadsheet
5.5.1 Production of Loadsheet
In order to produce the loadsheet, the following criteria shall be met:
 Passenger acceptance finalized
 All hold load confirmed
 Fuel figures finalized
 Crew configuration confirmed
 All specific requirements are confirmed Load control may release a preliminary
Loadsheet with one or more of the above criteria not yet finalized as per requirements.
The load controller shall confirm that all aircraft limitations are adhered to before any loadsheet is
released.
Applicable use of ballast shall be considered as per AHM 537 and IAA Load Control Dept.
instructions.
For each flight the mass and the center of gravity of the aircraft have to be determined.
A mass and balance document referred to as “Load & Trim Sheet” must be prepared for eachIAA
flight as a proof of loading and trimming.
The Load & Trim Sheet must contain details of the disposition of all loaded items, including fueland
must indicate whether standard or actual mass values have been used.
Important:
Aircraft operating masses are published and updated by IAA according to AHM 560. (For EDP
systems)
Only Load & Trim Sheet using current and valid data according to AHM 560 issued by IAA are to
be accepted.
5.5.1.1 Establishing of Final Figures for Load Control

All data assembled for final figures has to comply with the indications published by IAA in AHM 560
and spread to all DCS systems.
In order to get proper final figures it is mandatory that information to Load control before
establishing final figures includes communication about:
 Hold baggage, individual or cumulative weights or other non-normal items such as musical
instruments/ medical equipment, sport equipment, that exceed normal allowances;
 Gate delivery items, including individual or cumulative weights that exceed normal
allowances.

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Load Control Date:
 Group of passengers with above/below average weight. (e.g children, athletes, seamen,
ethnic groups)
 Other non-normal items that shall be considered in load control process; such as baggage
or consignment dimensions of which exceed normal allowances, etc.
.
Check-in staff shall:
 Register the number of passengers (including category: male, female, child, infant; status:
OK/SA per destination,
 Register the number of baggage pieces per destination and the total baggage weight per
destination,
 Add the assembled figures (for EDP this is done automatically) and transmit them to mass
and balance staff, (Loading staff shall upon receipt of final figures cross-check the number
of baggage pieces.)
The cargo agent shall:

 Register the number of pieces and the total weight per destination,
 Transmit the type of freight and the number of pieces to mass and balance staff in order to
ensure proper load planning.
Final load data is established by addition of:

 Local and transfer passenger finals,
 Local and transfer baggage finals,
 Cargo finals.
5.5.2 Delivery of the Loadsheet

Loadsheet shall be delivered and handed over to PIC. Both manual and electronic delivery
processes are acceptable.
The Loadsheet forms have to be issued in triplicate and distributed as follows:
 Copy for Pilot-in-command,
 Original for the station, and
 Copy for Cabin Senior

Part: 5
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5.5.3 Last Minute Changes (LMC)

If changes occur after the final figures once have been transmitted, plus/minus information hasto
be transmitted to mass and balance staff as LMC information in order to correct final loaddata.
5.5.3.1 General
The loadsheet shall reflect the actual loaded state of the aircraft prior to take-off. In order to comply
with this requirement, it is often necessary to adjust the loadsheet after completion. Such
adjustments are called last Minute Changes (LMC). They are usually done at the aircraft's side and
mostly under pressure of time. Because of the risk of making errors under such circumstances,
great care and attention are demanded from those carrying out the corrections. This duty may
therefore only be performed by personnel trained and experienced in load control.
Note: When passenger comes for check-in after closing the counter:
 The baggage shall be accepted and weighted.
 A limited release tag shall be attached and shall be sent for loading.
 Passenger shall be guided to boarding gate.
 Total weight of the baggage shall be announced to load control dept. as LMC for correcting
the load sheet.
5.5.3.2 Definitions
 ''TRAFFIC LOAD LMC" means the difference between:
⁻ The actual loading according to the Loading Instruction/ Report and the relevant figures
on the loadsheet;
⁻ The actual number of passengers according to the gate check and the relevant figures
on the loadsheet.
 "FUEL LMC" means the difference between
⁻ The final amounts stated on the Fuelling Order and the respective amounts used for
the calculations on the loadsheet.

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5.5.3.3 Entry of Last Minute Changes

5.5.3.3.1 Traffic Load
In general, only changes in the weight of the traffic load (passengers, baggage, cargo and mail) or
in its distribution shall be recorded in the LMC box of the loadsheet. However, in addition to the
load categories mentioned above, changes to items absorbed in the DOW such as crew, crew
baggage, pantry, potable water, ballast fuel, etc. may also be entered in the LMC box. The total
weight change represented by the LMC entries shall be shown in the LMC total box. A weight
increase shall not exceed the underload before LMC.
5.5.3.3.2 Fuel
Fuel LMCs (take-off fuel or trip fuel) shall not be entered in the LMC box. In order to ensure that
the maximum gross weights are not exceeded, the previously calculated take-off and/or landing
weights shall be adjusted by the amount of the fuel LMC. These adjustments should be carried out,
irrespective of whether the new take-off and trip fuel figures are higher or lower than the previous
figures.
5.5.3.3.3 Traffic Load and Fuel

If the LMC consists of traffic load and fuel changes, the zero fuel weights shall be adjusted by the
total weight of the traffic load LMC, and the take-off weights and landing weights shall then be
calculated again with the new fuel and traffic load figures.
5.5.3.4 Correction of Balance Conditions

Balance conditions shall basically be corrected if they are affected by last minute changes. The
previously calculated balance conditions need not be corrected if the changes in the number of
passengers and/or in the weight of the deadload do not exceed the LMC tolerances specified for
the aircraft type concerned.
Load Control Dept. shall provide correction tables for LMC purposes on their balance tables or
balance charts.
5.5.3.5 Responsibility of the Load Control Agent

After completion of the LMC entries on the loadsheet, the Load Control Agent shall check that:
 the maximum gross weights (ZFW, TOW, LDW) applicable for the flight shall not be
exceeded;
 the maximum weight limitation of each compartment or ULD position and, if applicable, the
limitations for combined load, cumulative load and asymmetrical load are not exceeded;

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 the calculated center of gravity at TOW and, if applicable, at ZFW and LDW is within the
allowed limits.
5.5.3.6 Information of Flight Crew

5.5.3.6.1 Standard Procedure
Normally the loadsheet presented to the Pilot-in-Command shall include all last minute changes.
These shall be shown as entries in the LMC box and, if required, as corrections to gross weights,
fuel figures and balance conditions.
Note: If EDP loadsheets are issued, the passenger and load figures shall be adjusted before the
final version is printed.
5.5.3.6.2 Alternative Procedure
In the interests of punctual operations, carriers should allow the loadsheet to be handed over to the
flight crew before any last minute adjustments are made. This procedure has the advantage of
allowing late acceptance of passengers or other load without delay to cockpit preparations.
Before presenting the loadsheet to the Pilot-in-Command, the Load Control Agent should check
the loadsheet for accuracy, and establish whether the fuel figures correspond to those shown on
the Fuelling Order. If they do not, the procedure stated in 5.5.6.1 is to be applied.
If last minute changes are conveyed to the flight crew separately, this may be done either verbally
or in writing. The method employed should be determined in advance and established as standard
operator's procedures.
Where no procedure has been determined, on each flight the method to be employed shall be
agreed upon beforehand with the Pilot-in-Command.
Employing both methods for the same flight shall be avoided as this can easily lead to confusion
and time lost on clarification. In cases where no changes have to be reported, the Load Control
Agent shall confirm to the Pilot-in-Command that the data recorded on the loadsheet copy already
handed over remain unchanged.
Last minute changes are to be communicated to the flight crew only after the Load Control Agent
has entered all changes and corrections on the loadsheet copies retained on the ground, and after
he has carried out the checks listed in 5.5.6.
The flight crew may be informed verbally of last minute changes either directly or by using the
internal communication facilities of the aircraft (interphone, intercommunication system, ACARS),
or by radio communication. In cases where last minute changes are conveyed verbally to the flight
crew, the following details should be recorded in writing:
 name of agent;

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 time of transmission;
 confirmation that the flight crew has acknowledged the changes.
This record shall be kept in the flight file.
To inform the flight crew about last minute changes in writing, a special LMC slip should be used.
The information to be recorded on this form may be limited to the following:
 total weight of all last minute changes;
 total number of LMC passengers;
 Corrected balance conditions.
5.5.3.7 LMC Limits

LMC are only allowed up to the following limits. If these limits are exceeded then a new Load
sheet must be produced.
A/C Type Max LMC Limit

A 340-311 1000 kg/2200 LBS
A320 500kg/1100LBS
B-737-400 500kg/1100LBS
B-727 354 kg/778.8 LBS
F-100 275 kg/605 LBS
ATR 72 110 kg/242 LBS
5.5.4 Loadsheet Discrepancies

Any discrepancies found after the loadsheet release, shall be communicated to person
responsible for the loadsheet. Pilot in command shall be informed without
delay

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5.6 Handling/Load Information Codes to be used on Traffic Documents and Messages

5.6.1 Load Information/Volume Codes
The codes listed below shall be used to identify load categories and to give information in
connection with ULD handling.
5.6.1.1 Load Information Codes

B - baggage not otherwise specified.
C - general cargo or mixed units.
D - crew baggage (when not included within "E" or "S").
E- equipment, e.g. unmanifested flight spares, in compartment.
F - first class baggage and/or priority handled baggage.
H - ULD and/or its load to be transhipped to a connecting flight (onward destination and/or flight to
be shown in SI element on CPM).
M -mail.
N - No ULD at position.
Q - Courier baggage.
S - sort on arrival (describes a rummage container, Le. contents of different categories and on-line
destinations).
T - load for transfer to various connecting flights.
U - unserviceable ULD.
W - cargo in security controlled ULD.
X - empty ULD.
Z - load deliberately mixed by destination when these destinations are known to be beyond a
planned reloading station.
5.6.1.2 Additional Baggage Load Information Codes

The codes listed below shall be used to distinguish different baggage categories and to give
information in connection with the handling of baggage, e.g. BT for transfer baggage.
Additional baggage load information codes:
BF - First Class and all other Priority
BT - Transfer
BH - Hot Connection
BS - Short Connection
BG - Tail to Tail Transfer/Through Units
BD - Domestic Transfer

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Note: BT can be used for long connections.
5.6.1.3 Additional Cargo Load Information Codes

The codes listed below shall be used to distinguish different cargo ULD load categories and to give
information in connection with ULD handling of cargo, e.g. Cl for international transfer cargo, CA
for domestic transfer cargo and CL for local cargo. Additional cargo load information codes:
CA - Domestic Transfer
CG - Through Units
Cl - International Transfer
CL- Local.
CP - Priority.
5.6.2 Codes for Loads Requiring Special Attention

5.6.2.1 Identification Codes
The codes shown below shall be used to identify those types of load which require special handling
and/or special treatment.
When used on Loadsheet/Load message the codes (and the details) are entered as follows:
for passenger or passenger/cargo aircraft in the "Remarks" box of the respective destination;
for all cargo aircraft in the "SI" box preceded by the destination code in case of multi-sector flights.
The destination code shall be preceded by a full stop;
each code shall be preceded by a full stop. The code is followed by an oblique (/) if further loading
details are to be shown;
for dangerous goods, if restrictions based on total quantity apply, quantity may be shown in the "SI"
box together with the Cargo IMP code, when necessary.
On other documents only the code need be used, other details are optional.

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Codes for Loads Requiring Special Attention

Table of Format

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Codes for Loads Requiring Special Attention (cont.)

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5.7 EDP Loading and Off-loading Instruction/Report

5.7.1 General
 For every departing flight a loading instruction/report must be issued. For transit flights a
separate off-loading instruction/report may be issued. For flights terminating at a station no
off-loading instruction/ report is required. The incoming LDM can be used instead.
 The loading instruction/report and the off-loading instruction/report must be completed and
signed by the persons responsible for loading and or off-loading respectively. The forms
must contain a certificate, signed by the person responsible for the loading respectively off-
loading of this flight, worded in accordance with the text shown in the specimens.
Note 1: Loading and loadsheet activities are not complete and the aircraft not cleared to leave until
the loadsheet and the loading instruction/report are in agreement.
Note 2: Deviations must be checked against the weight, balance and loading limits. Any necessary
corrections made to the recorded weight and balance conditions before the aircraft departure must
be in accordance with IAA regulations.
The loading instruction/report and the off-loading instruction/report must contain:

 Loading Instruction/Report form:
 Instruction for transit load, off-load (if not as per Section 2), reload and onload; loading
report part and space to record deviations from original instructions;
 A summary of special loads; representation of all loading positions for that specific hold
version.
 Off-Loading Instruction/Report form:
 Instruction for transit load and off-load; report part for items in transit or for off-load
(ticked off); A summary of special loads;
 Representation of all loading positions for that specific hold version.
 The completed loading instruction/report form and, if used the off-loading instruction/report
form must be filed at the issuing station.
 IAA stresses the importance of accuracy and rules that:
 Any figure passed verbally to the load control staff must be confirmed before aircraft
departure, preferably against written confirmation or by means of other effective pre-
departure checks;

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 Staff must check the accuracy of manual calculations before departure.

 When a standard weight is used for hold baggage, the number of checked pieces per
compartment may be entered as an alternative to the weight in the space provided for the
report.

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5.7.2 EDP Loading Instruction Report Form

5.7.2.1 Table of Format

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*Format: two or three character airline code followed by up to eight characters. Maximum 11
characters for flight identifier. A two- characters date may be included in these 11 characters
preceded by an oblique
e.g. LH402/06
SR504
** Format: 2-10 Characters. No hyphen to be shown and/or transmitted

e.g. 4XAXA
GAWNA
N1545
*** Format: 1-12 Characters

e.g. 10A/Q
20/124
8065
Note 1: Show the off-load only if no separate off-loading instruction/report is prepared.

Note 2: The weight of the special loads is included in these elements.
Note 3: Where load for more than one destination is located on a single loading position, each
destination shall be shown on a separate line.

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5.7.2.2Example of EDP Loading Instruction/Report Form

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5.7.2.3 Example of Completed EDP Loading Instruction/Report Form

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5.7.2.4Layout of Loading Instruction/Report Form

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5.7.2.5 Layout of Summary of Special Load
5.7.2.6 Example of Summary of Special Loads

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5.7.2.7 Layout of Calculation Table
5.7.2.8 Example of Filled in Calculation Table

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5.7.3 EDP Off-loading Instruction/Report Form

5.7.3.1 Table of Format

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*Format: two or three character airline code followed by up to eight characters. Maximum 11
characters for flight identifier. A two- characters date may be included in these 11 characters
preceded by an oblique
e.g. LH402/06
SR504
** Format: 2-10 Characters. No hyphen to be shown and/or transmitted

e.g. 4XAXA
GAWNA
N1545
*** Format: 1-12 Characters

e.g. 10A/Q
20/124
8065

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5.7.3.2Example of EDP Off-Loading Instruction/Report Form

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5.7.3.3Example of Completed EDP Off-Loading Report

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5.7.3.4 Layout of EDP Off-Loading Instruction Report

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5.8 Manual Loading Instruction Report

The Loading Instruction/Report forms shall contain:
 A header line;
 A sketch of the compartments layout with compartment doors indicated;
 To inform the Load Master about the incoming load details for intermediate stops on multi
sector flights only;
 The Loading Instruction Report, to be completed by the Load sheet Agent/Load planner to
instruct the Load Master about the distribution of the onload and, for transit flights, the
weight and the location of the off load and through load;
 The Loading Instruction Report to be completed by the Load Master, to confirm that the
aircraft has been loaded in accordance with the given instructions. Load Master is not
allowed to deviate from the instructions unless confirmation has been obtained from the
Load sheet Agent/Load planner. Deviations from the instructions shall be clearly stated on
the report;
 The maximum weight of each compartment;
 The Loading Instruction Report shall be signed by the Duty Load Master.
The complete Loading Instruction Report shall be filed at the issuing station.
Any figures passed verbally to the load sheet staff shall be confirmed before aircraft departure,
preferably in writing or by means of other effective pre-departure checks.
When a standard weight is used for hold baggage, the number of checked pieces per compartment
may be entered as an alternative to the weight.
The accuracy of the calculations shall be checked before departure of the flight concerned.
(Sample of Loading Instruction Report Forms (LIR) is available in part 22.16)

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5.9Weight Control of Load

5.9.1 Bulk Load
Trolleys, carts, etc. loaded with bulkload shall be weighed prior to dispatch to the aircraft by use of
a weigh bridge of acceptable accuracy. In the absence of such facilities, a tally should be made of
the individual weights of each piece loaded in a trolley, etc. Cargo Manifest weights shall not be
used for this purpose.
Note: If standard baggage weights are used, a loaded trolley/ cart need not be weighed.
The determined net weight of the bulk load shall be entered on a trolley tag or weight slip which is
to be attached to the trolley/cart, etc.
The tag or the weight slip shall contain the following minimum information:
 Destination;
 Flight number;
 Net weight or number of pieces of baggage.
These weight figures shall be recorded in the Bulk Section of the ULD/ Bulk Load Weight
Statement and/or on the Loading Instruction/Report and be checked with the Loadsheet figures.
The tare weight marked on the trolleys/ carts shall be periodically checked for validity, especially
after technical modifications have been made.
5.9.2 Unit Load Devices (ULDs)

The weight of ULDs and their load shall be determined prior to dispatch to the aircraft by use of a
weigh bridge of acceptable accuracy. In the absence of such facilities a tally should be made of the
individual weights of each piece loaded in a ULD. Cargo Manifest weights shall not be used for this
purpose.
Note: ULDs loaded with baggage need not be weighed when standard baggage weights are used.
The number of luggage pieces however shall be recorded on the ULD tag.
The determined weights of each ULD and its load shall be recorded on the container/ pallet tag
and on the ULD and Bulk Load Weight Statement, and in the ULD/ Bulk Load Weight Signal.
These figures shall also be recorded on the Loading Instruction/Report.
The tare weight marked on the dolly shall be periodically checked for validity especially after any
technical modifications have been made. This is important when the tare weight of such equipment
is checked to determine the gross weight of ULDs.

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5.9.3 Transfer ULDs

When ULDs are transferred from IAA to another carrier or vice versa the weights recorded on the
Container/ Pallet tag will be accepted. If the validity of the indicated weights is doubted because of
appearance or other circumstances, an appropriate check shall be made.
5.9.4 Accuracy of Scales

The accuracy of all scales (weighbridges) used for weight determination of load shall be checked
with a known weight at least every three months.
A quality control check shall be made at least once per year, as well as after every repair, or
according to local regulations.
The results of all checks shall be filed.

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5.10 Aircraft Unit Load Device–Weight and Balance Control

The tare weights of Unit Load Devices (ULDs) shall be included in the traffic load. For loaded
ULDs, the tare weight shall be combined with the weight of their contents. If a ULD contains loads
for more than one destination, the tare weight is to be included in the weight of the load for the last
destination of the ULD. This does not apply to "S" containers.
Any empty ULD shall be entered on the Loadsheet as traffic load for the next station, unless
forwarded to a specific destination. Standard tare weights shall be used for empty ULDs.
Optionally, the tare weight of these container types normally used for carrying baggage may be
absorbed in the DOW and their balance influence included in the DOI.
If this option is applied, it shall be ensured that only the weight of the contents of these containers
is entered on the Loadsheet and on the Loading Instruction/Report.

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5.11Unit Load Device/ Bulk Load Weight Statement

The ULD/ Bulk Load Weight Statement provides a standard means of passing loaded ULD and
Bulk Weights to Load Control and a formal record of these weights essential for a safe and
punctual operation. This Procedure is primarily intended for use with Cargo and Mail but may also
be used for other load, e.g. baggage, etc. In an automated environment the ULD/ Bulk Load
Weight Signal (UWS) may be used for this purpose.
ULD and Bulk Load Weight Statement provide:

 A record of the weight of ULDs and bulk load as a basis for load planning and aircraft
weight and balance calculations;
 A means of advising Load Control about items requiring special attention;
 To provide a basis for equipment control.
5.11.1Specification
Form shall be printed on A4 size paper (210 x 297 mm) Consists of three parts.
5.11.2Distribution
 One copy shall be filed in Cargo Acceptance.
 One copy shall be sent to Load Control for load planning and aircraft weight and balance
calculations and it shall be filed at Load Control.
 One copyshall be retained with the flight file.
5.11.3Completion
Completion of forms shall be as follows:
1) Flight Nr. – self – explanatory.
2) Date – self – explanatory.
3) Station – station of loading.
4) IATA ULD ID Code – Enter nine characters IATA identification code as marked on the
ULD.
5) Gross Weight – Enter the total weight of the loaded unit as shown on the ULD tag.
6) Net Weight – Enter the actual weight of the total contents of each ULD as shown on the
tag. For empty ULDs not included in the DOW enter tare weight as marked on the ULD.
7) Station of Unloading – Enter the IATA three-letter code of station on the route of the flight
at which the ULD is to be off-loaded.

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Note: This may also be the Transfer Point of a ULD to a destination on a connecting flight at the
Station of Unloading.
8) Destination – Enter the IATA three-letter code of the final destination of the ULD if different
from Station of Unloading.
9) Remarks – As appropriate enter load information for special loads, Contents/ Volume Code
Transfer/ Information, etc.
10) Signature – Confirm by signature completion of ULD tags and that corresponding entries
are correctly entered on the ULD/Bulk Load Weight Statement.
11) Station of Unloading – Enter the IATA three-letter code of the station on the route of the
flight at which the load is to be off-loaded.
12) NetWeight – Enter the actual weight of load per destination and category.
CARGO/MAIL/OTHER – a separate entry shall be made for the load on each trolley/cart,
etc.
13) Remarks – As appropriate enter load information for special load, etc.
14) Signature – Confirm by signature that entries are correct.

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ULD/Bulk Load Weight Statement

All Weights in Kilograms

Flight No.: 1 Date: 2 Station: 3
Unit Load Device
Gross Station of
Net Destinatio
IATA ULD ID Code Weight Unloadin Remarks Signature
Weight n
g
5
4 6 7 8 9 10
Bulk Load
Net
Station of
Cargo Weight Other Signature
Unloading Remarks
Mail
14
11 12 13

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5.12Unit Load Device/ Bulk Load Weight Signal

Standard format described in this procedure for manually and automatically composed Unit Load
Device (ULD)/ Bulk Load Weight Signals (UWS) shall be used.
Two UWS messages relating to one flight may be transmitted; the initial message may contain
provisional and actual data. If a ULD ID code is not known, a fictitious ULD ID code shall be used
for reference purposes.
The final message shall contain actual data for all units/ bulk load, for which only provisional
figures have been transmitted in the initial message.
When required, the final message shall include all the actual data for ULDs and the total bulk load
for the flight, i.e. not just adjustments to previous message.

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5.12.1 Table of Format

Part1. Address and Communication References
Shall be in accordance with IATA Interline Communications Manual.
Part2. Standard Message Identifier and Flight Record

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If the complete ULD ID code is not known, the ULD type code to which a reference number is
added shall be transmitted in this element.
Provisional or incorrect ULDID codes are updated by repeating the former ID code followed by the
actual/ correct ULD ID code in the final message, e.g. – PMA1-PAG3322SR.
Example 1 – message example (provisional and actual data mixed):
UWS
AF1234/01. CDG
– PMA1235AF/ATH/2000A/C.PMD/Q7.AVI
– PMA1/ATH/3000P/C
– AKE1234LH/BOM/1000A/M.
BULK
– BLK123/ATH/2300P/120/C
SI AVI IS BABY ELEPHANT
Example 2– message example (actual data only):
UWS
AF1234/01.CDG.FINAL
– PMA1234AF/ATH/2000A/C.PMD/Q7.AVI
– PMA1-P1G2135SN/ATH/3225A/C
– AKE1234LH/BOM/1000A/M.
BULK
– ATH/2400A/120/C
S I AVI IS BAB Y ELEPHANT
Example 3 – message example (no load):
UWS
AF1234/01.CDG.FINAL.NIL
Example 4 – message example (DGR details and pieces/priority):
UWS
LH1234/01.CDG.FINAL
– AKE1234LH/LHR/1000A/M
– AKE4567LH/LHR/850A/C.AOG
BULK
– LHR/2400A/120/C.RPB
– CDG/865A/M.PCS16.PRI1

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Part: 6
Issue: 05
Rev: 00
Airside Safety Operational Oversight Date: 01 May 2017
Part 6
Airside Safety
Operational
Oversight

Part: 6
Issue: 05
Rev: 00

Part: 6
Issue: 05
Rev: 00
Table of Contents
6.1 Introduction ................................................................................................................... 6
6.1.1 Operational Requirements ........................................................................................ 7
6.2 Supervision Scope ........................................................................................................ 8
6.3 Turnaround Coordination/Supervision Requirements ............................................... 9
6.4 Safety Considerations for Aircraft Movement Operations ....................................... 10
6.4.1 Introduction ............................................................................................................. 10
6.4.1.1 Definitions ........................................................................................................ 10
6.4.2 Responsibilities....................................................................................................... 10
6.4.3 General................................................................................................................... 12
6.4.4 Pushback Operations ............................................................................................. 14
6.4.4.1 Nose-gear Controlled ....................................................................................... 14
6.4.4.2 Main-Gear Controlled ....................................................................................... 16
6.4.5 Powerback Operations ........................................................................................... 17
6.4.6 Towing Operations ................................................................................................. 17
6.4.6.1 Tractor and Towbar .......................................................................................... 17
6.4.6.2 Towbarless....................................................................................................... 19
6.4.7 Movement in/out of Hangars ................................................................................... 19
6.5 Foreign Object Damage (FOD) Prevention Program................................................. 21
6.5.1 Introduction ............................................................................................................. 21
6.5.2 Definition ................................................................................................................ 21
6.5.3 General................................................................................................................... 21
6.5.3.1 Objective .......................................................................................................... 21
6.5.3.2 Application ....................................................................................................... 21
6.5.4 Causes of FOD ....................................................................................................... 21
6.5.5 Responsibilities...................................................................................................... 22
6.5.5.1 Supervisors ...................................................................................................... 23
6.5.5.2 All Employees .................................................................................................. 23
6.5.6 FOD Procedures..................................................................................................... 23
6.5.6.1 IAA Ramp Area ................................................................................................ 23
6.5.6.2 Other Stations .................................................................................................. 23
6.5.7 Training .................................................................................................................. 24
6.5.8 Housekeeping......................................................................................................... 24
6.5.9 FOD Prevention Strategies ..................................................................................... 24

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6.5.9.1 General ............................................................................................................ 24

6.5.10 FOD Reporting Investigations ............................................................................... 24
6.5.10.1 FOD Investigations ......................................................................................... 24
6.5.10.2 FOD Incident Reporting .................................................................................. 25
6.5.11 FOD Containers.................................................................................................... 25
6.5.11.1 FOD Receptacles/Containers/Bins ................................................................. 25
6.5.11.2 Apron Areas ................................................................................................... 25
6.5.11.3 Ground support Equipment ............................................................................ 25
6.5.12 Sweeping .............................................................................................................. 25
6.5.13 Hangar/Line Maintenance Areas, Aprons and Run-Up Areas ............................... 26
6.5.13.1 Hangar/Line Maintenance Areas .................................................................... 26
6.5.13.2 Hangar Aprons ............................................................................................... 26
6.5.13.3 Run-Up Bays .................................................................................................. 26
6.5.14 FOD Promotion and Coordination ......................................................................... 26
6.6 Protection of Passengers Moving Airside ................................................................. 28
6.7 Supervision and Oversight ......................................................................................... 29
6.8 Intentionally Open ....................................................................................................... 30
6.9 Severe Weather Operations ....................................................................................... 31
6.9.1 Introduction ............................................................................................................. 31
6.9.2 Weather Definitions ................................................................................................ 31
6.9.3 Working in Extreme Temperatures (hot and cold) ................................................... 31
6.9.3.1 Extreme Temperatures..................................................................................... 31
6.9.4 Severe Weather Forecasting .................................................................................. 32
6.9.5 Severe Weather Notification ................................................................................... 33
6.9.5.1 Notification Phases .......................................................................................... 33
6.9.5.2 Notification Methods ......................................................................................... 34
6.9.6 What to do when Severe Weather is Imminent ....................................................... 34
6.9.6.1 General ............................................................................................................ 34
6.9.6.2 High/Strong Winds ........................................................................................... 34
6.9.6.3 Thunderstorm / Lightning ................................................................................. 38
6.9.6.4 Low Visibility .................................................................................................... 39
6.9.6.5 Operations in Snow & Ice Condition ................................................................. 39
6.9.7 Thunderstorm/Lightning Safety ............................................................................... 39
6.9.7.1General ............................................................................................................. 39

Part: 6
Issue: 05
Rev: 00
6.9.7.2 Thunderstorm/Lightning Protection................................................................... 40

6.9.7.3 Personnel Safety .............................................................................................. 40
6.10 Reporting - Incidents, Accidents and Near-Misses................................................. 41
6.11 Airside Safety Investigation Procedure ................................................................... 42
6.11.2 Factual Information ............................................................................................... 42
6.11.3 Investigation Procedure ........................................................................................ 42
6.11.4 Analysis ................................................................................................................ 43
6.11.5 Conclusion and Causes ........................................................................................ 43
6.11.6 Investigation Follow-up ......................................................................................... 44
6.12 Monitoring Procedures ............................................................................................. 45
6.13 Emergency Response Procedures .......................................................................... 46

Part: 6
Issue: 05
Rev: 00

Part: 6
Issue: 05
Rev: 01
Airside Safety Operational Oversight Date: 01 April 2018
6.1 Introduction
 To ensure ground operational safety, all station activities, including, those outsourced
to an external third-party ground service provider or its subcontractors, shall be
conducted under the direct oversight of supervision personnel.
 Ramp personnel& all the activities during airside operations including aircraft
servicing, aircraft loading, Ground Support Equipment shall be accurately supervised
and evaluated to ensure safety requirements are met.
 This evaluation is random and includes 60% of all the flights in a day.
 The Evaluation is conducted by Ramp Supervisor/ coordinator through the “Ramp
Operations Observation Checklist”
6.1.1 Operational Requirements

 Supervision personnel shall be trained and qualified to perform the assigned
functions.
 Assigned individuals shall provide oversight of personnel conducting, airside
operations.
 An assigned individual shall oversee the aircraft turnaround during ramp/apron
activities ensuring the aircraft is handled and serviced according Ground Operation
Manual (GOM). These duties may be combined with another function/role.(e.g.
Flight coordination)
 Checklists shall be completed as by the individual assigned to provide oversight.‫ل‬
 Individuals assigned to oversee ground handling operations shall have oversight on
airside operations, ground safety and flight schedule.

Part: 6
Issue: 05
Rev: 00
6.2 Supervision Scope

 Oversight for an aircraft arrival/departure includes, but is not limited to the following
activities:
 Aircraft, vehicles and GSE operations and parking.
 Arrival.
 Baggage handling.
 Cabin Equipment.
 Catering ramp handling.
 De-icing/anti-icing services and snow/ice removal.
 Departure.
 Exterior cleaning.
 Interior cleaning.
 Load control document accuracy:
o LIR
o Loadsheet
o NOTOC
o Other documents as applicable;
 Load control and flight operations.
 Marshalling.
 Moving of aircraft.
 Passenger services.
 PRM.
 Ramp fuelling/de-fuelling operations.
 Ramp regulations.
 Ramp services.
 Ramp to flight-deck communications.
 Staff conduct, behavior and operational practice, PPE.
 Toilet services;
 Towing cargo and baggage;
 ULD and bulk loading and unloading of baggage and cargo.
 Water service.

Part: 6
Issue: 05
Rev: 00
6.3 Turnaround Coordination/Supervision Requirements

The table below defines elements that require supervision by individuals assigned to
oversee ground handling operations. Handling agents can use below checklist or their own
provided checklist. Primary task is to stop all unsafe acts. For ease of use the Persian
translation of below checklist with more details is used in by supervisors in stations.

Part: 6
Issue: 05
Rev: 00
6.4 Safety Considerations for Aircraft Movement Operations

6.4.1 Introduction
Aircraft movement operations perform with extreme caution to prevent injuries to personnel
as well as to avoid damage to aircraft, equipment and facilities. Independently of the
minimum safety requirements incorporated into the design of ground support equipment,
safety factors shall be incorporated into the Standard Operating Procedures.
6.4.1.1 Definitions
For the purposes of this manual the following definitions will apply:
"PUSHBACK" Moving of aircraft from parking position to taxi position by use of specialized
ground support equipment.
"POWERBACK" Moving of aircraft from parking position to taxi position by use of the
aircraft's engines.
"TOWING" Moving of aircraft, other than pushback operations, with/without load on board by
use of specialized ground support equipment.
«Ground handler person “in charge”» is ground handling agency staff and responsible of
safety of whole handling functions during the aircraft movement opeartion. He asigned by
supervisor of each shift. He shall be trained and be familiar with the ground/flight deck
communication procedure and emergency response plan. He should brief all other personnel
involved in the operation of their responsibilities.
 IAA managing director(or delegated manager), before signing any contract with
ground handling agents, should consider their infrastructure and approval, number of
persons involved, suitable and enough equipments used to ensure a safe and
efficient operation.
 With regard to each aircraft model, IAA Management shall ensure that IAA personnel
and their handling agents ,involved in aircraft movement operations, have been
instructed and trained well.
 IAA Maintenance director (Supervisor of each fleet) shall ensure only those
personnel trained and qualified can perform aircraft movement operations.
 Supervisor of fleet (or shiftwork) should assign a person to be “in charge” of whole
operation. This person, “in charge” of the operation shall brief all other personnel
involved in the operation of his responsibilities.

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Issue: 05
Rev: 00
 IAA certified staff (or flight deck person) are “in charge” of the safe operation follow
the requirements.
 IAA Maintenance director (Supervisor of each fleet) shall ensure that their personnel
has been instructed on the hazards associated with aircraft movement operations,
e.g. engine ingestion, nose wheel movement, A/C track, visibility.
 IAA Safety and Quality Assurance dept. is responsible to plan and implementation of
annual internal audit programs of functions within ground handling operations.
 Ground handling agents shall ensure that their personnel has been instructed on the
hazards associated with aircraft movement operations, e.g. engine ingestion, nose
wheel movement, A/C track, visibility. He(she) shall ensure only those personnel
been trained on the hazards associated with each aircraft model, can participate and
perform any aspect of aircraft movement operations.
 Ground handling agents should assign a person to be “in charge” of handling
operation too. This person “in charge” of the handling safe operation shall brief all
other personnel involved in the operation of his responsibilities in cooperation with
the flight deck person ( or IAA certified staff who is “in charge” of operation).
Ground handling agents shall ensure that their tractor and towbar/shear-pin combination are
suitable for the operation, considering: the aircraft type and weight, the weather conditions,
the apron surface conditions.
Prior to A/C movement, IAA technical person “in charge” is responsible to consider the
following activities:
Note 1: According to details of contracting issues, the following responsibilities could be

delegated to representative (or person “in charge”) of ground handler agent when there are
no maintenance staff present.
Note 2: The flight deck personnel (could be technical personnel or Pilot in command) has
the ultimate responsibility to perform aircraft movement operation. Therefore, he (she) shall
ensure the following safety factors and activities have been taken into consideration prior to
aircraft movement.

Part: 6
Issue: 05
Rev: 00
6.4.3 General
 Prior to performing any aspect of aircraft movement operations an assessment, will
be made. Considering infrastructure, number of persons involved, aircraft and
equipment used to ensure a safe operation.
 Only those personnel trained and qualified shall perform aircraft movement
operations functions .a person is assigned to be "in charge" of the operation. The
person "in charge" of the operation shall brief all other personnel involved in the
operation of their responsibilities.
 Personnel shall be instructed on the hazards associated with aircraft movement
operations, e.g. engine ingestion, nose wheel movement, aircraft track, visibility.
 Prior to aircraft movement the following activities shall take place:
 An inspection be made of the surface conditions to determine if it is safe to conduct
the operation, (e.g. ice, snow etc.)
 A visual inspection be made of the aircraft to ensure all service doors/panels are
closed and locked.
 Ensure that all ground support equipment is removed from the aircraft and there are
adequate clearances between the aircraft and facilities/equipment.
 A visual inspection be made of the area of the operation to ensure it is clear of
FOD.
 A verification be made that power cables, loading bridges etc. are detached from
the aircraft.
 A visual inspection be made to ensure chocks are removed from all wheels.
 A general check of landing gear shock strut extension.
 Surface condition of the apron is adequate to conduct aircraft movement
operations.
 The apron is clear of items that might cause aircraft FOD.
 Aircraft servicing doors and panels are closed and secure (departure).
 Power cables and loading bridge are detached (departure).
 Equipment and vehicles are positioned clear of the aircraft movement path.
 Adequate clearance exists between the aircraft and facilities or fixed obstacles
along the aircraft movement path.
 Chocks are removed from all wheels (departure).
 Securing procedures must be considered prior to aircraft overnight or layover parking.
These procedures are as follows:

Part: 6
Issue: 05
Rev: 00
 Aircraft shall be searched prior to parking to ensure no persons are onboard;

 Aircraft shall be parked only in secure areas within an airport operating area;
 Aircraft shall be parked under conditions that permit maximum security and
protection;
 Doors shall be closed and locked and steps shall be removed while parked.
 For the purpose of identifying, evaluating, documenting and reporting external aircraft
damage, the aircraft shall be inspected after most ground handling activities had
been completed and at point immediately prior to the time aircraft movement will
commence for departure.
 External damage deemed to have the potential to compromise the airworthiness of
an aircraft shall be reported to IAA Safety and Quality Assurance dept. for evaluation
and action.
 Personnel performing the functions required by the operation should be positioned
away from hazard zones.
 Only those persons required to perform operating functions shall be in the operating
area.
 During aircraft movement the maximum nose-gear turn limits shall not be exceeded
in accordance with airframe manufacturers' instructions.
 Communication with the flight deck shall if possible be achieved in a manner that
eliminates the need for personnel to walk in close proximity to the aircraft nose gear
or the tow tractor during the operation; e.g. use of flexible cord to the tractor driver, or
cordless system.
 Agreed phraseology shall be used for all verbal communication between the flight
deck and ground personnel.
 When communication between the flight deck and tractor driver is relayed by a third
person it is important that this person either uses a flexible cord between their
headset and the connection to the aircraft or a cordless system to be able to maintain
a safe distance from both the aircraft and tractor in motion.
 Provision shall be made for a back-up communication system in the event of a failure
of the primary system.
 Standard hand signals shall be used for manual communications.
 Prior to moving an aircraft all personnel involved in the operation must have agreed
on how communication shall be performed and towing maneuvered.

Part: 6
Issue: 05
Rev: 00
 Standard operating procedures should be developed, in accordance with airframe

manufacturers' recommendations, for each type of aircraft movement operation.
 Personnel performing marshalling or wing-walking functions shall utilize: during
daytime operations either wands or mitts of a high visibility colour and during low
visibility/night operations lighted wands.
 Operations conducted in poor surface/weather conditions shall be performed at low
speed.
 The general area of the operation shall be kept clear of ground support equipment.
6.4.4 Pushback Operations

6.4.4.1 Nose-gear Controlled
6.4.4.1.1 Nose-gear Controlled (Tractor and Towbar)
 The tractor and towbar/shear-pin combination shall be suitable for the operation,
considering: the aircraft type and weight, the weather conditions, the apron surface
conditions.
 The tractor shall be in the appropriate drive mode prior to the commencement of the
operation.
 Chocks shall not be removed from the main-gear until the tractor and towbar are fully
secured to the nose-gear and the parking brake set on the tractor.
 When connecting the towbar to the aircraft's nose-gear assembly the towbar shall be
detached from the tractor.
 When connecting the towbar to the tractor personnel should be facing the tractor and
have both legs on only one side of the towbar. I.e. they should not straddle the bar.
 The tractor and towbar shall be in-line with the centre line of the aircraft before the
pushback commences.
 The tractor shall not be left unattended with its engine running.
 The wheels on the towbar shall be fully retracted/off the ground before the pushback
commences.
 For aircraft fitted with a Steering By-pass system, ensure that the by-pass pin is
correctly installed prior to connecting the towbar to the aircraft and before pushback
commences and is removed after the towbar has been disconnected.
 For aircraft not fitted with a Steering By-pass system, ensure that either the steering
hydraulic system is depressurized or the noseleg steering torque links are
disconnected.(as applicable).

Part: 6
Issue: 05
Rev: 00
 Personnel shall not step across the towbar whilst the pushback operation is in
progress.
 If the connection between the aircraft and tractor shall be lost while in motion it is
important to inform the flight deck to apply brakes gently.
 When stopping the pushback the throttle on the tractor will be closed and brakes
applied gently.
 At the end of the pushback sequence and before the towbar is disconnected, the
flight deck shall be instructed to set the aircraft brakes and hold position until receipt
of visual signals for final clearance to taxi.
Note: Brakes set shall be confirmed to ground staff.
 At the end of the pushback sequence and before the towbar is disconnected, tension
must be released from the towbar.
 A chock may be positioned in front of the nose wheel while the disconnect of the
towbar takes place.
 Before the aircraft commences taxiing under its own power, ground staff shall give
the final clearance signal, display the by-pass pin (if appropriate) to the flight deck
and receive acknowledgment.
6.4.4.1.2 Nose Gear Controlled (Towbarless)

 The tractor shall be suitable for the operation, considering: the aircraft type and
weight, the weather conditions, the apron surface conditions.
 The aircraft shall not be lifted while equipment and/or boarding bridge are still
connected to the aircraft. Inform cockpit crew prior to lifting the aircraft nose landing
gear.
 Chocks shall not be removed from the main-gear until the tractor is fully secured to
the nose-gear and brakes on tractor set.
 Ensure that the aircraft nose wheels are safely locked in the tractors locking
mechanism when connected to aircraft.
 Ensure that the nose wheels are lifted well above ground during entire pushback.
 The tractor shall be in-line with the centre line of the aircraft before the pushback
commences.

Part: 6
Issue: 05
Rev: 00
correctly installed prior to connecting the tractor to the aircraft and before pushback
commences and is removed after the tractor has been disconnected.
hydraulic system is depressurized or the nose landing gear steering torque links are
disconnected (as applicable).
 If the connection between the aircraft and tractor shall be lost while in motion it is
important to inform the flight deck to apply brakes gently.
 At the end of the pushback sequence and before the tractor is disconnected the flight
deck shall be instructed to set the aircraft brakes and hold position until receipt of
visual signals for final clearance to taxi.
Note: Brakes set must be confirmed to ground staff.
 After disconnecting the tractor from the nose gear and before removal of the by-pass
pin, position the tractor in such a way that it is visible from the cockpit (e.g. at a 90
degrees angle from the aircraft).
 Before the aircraft commences taxiing under its own power, ground staff shall give
the final clearance signal, display the by-pass pin (if appropriate) to the flight deck
and receive acknowledgement.
6.4.4.2 Main-Gear Controlled

 Prior to connection of the unit to the aircraft a check shall be made, at normal
operating distance, to ensure that the unit's remote control system is functional.
 When positioning the unit on an aircraft verification should be made that the unit is
appropriately configured for the aircraft type.
 Standard terminology shall be used by the headset operator to enable the aircraft
steering function to be performed from the flight deck, as follows:
 "Left, left" - flight deck apply left steering
 "Right, right" - flight deck apply right steering
 "Steady" - flight deck hold steering in current position
 "Reduce turn" - flight deck reduce steering angle
 "Neutral" - flight deck place steering in neutral position
 "Rollers are open - standby for hand signals"

Part: 6
Issue: 05
Rev: 00
 In the event of any equipment malfunction during pushback the headset operator
shall instruct the flight deck to gently apply the aircraft brakes.
 At the end of the pushback the operator shall verify that the rollers are fully open by
observing the unit's indicator lights, before giving the all-clear signal to the flight deck.
 In the event that an emergency passenger evacuation is required during pushback,
the main-gear controlled unit may have to be removed from the aircraft so that it will
not interfere with the evacuation process.
6.4.5 Powerback Operations

 Powerback operations shall only be carried out within limitations/approval of the
respective authorities.
 Ground crew shall consist of a minimum of 3 persons, i.e. a marshaller and 2 wing
walkers. The marshaller is in charge of the operation.
 Only wireless communication shall be used for powerback operations.
 The marshaller engaged in powerback operations shall wear, in addition to their
normal personal protective equipment, protective goggles.
 In conjunction with the content of 18.1.5.1 to 18.1.5.4 powerback operations shall not
be conducted if anyone of the following conditions exist: if any member of the ground
crew is not properly protected, the departure gate is not approved for such
operations,
 the entire area of the operation is not adequately illuminated, visibility is restricted
due to weather conditions, an accumulation of ice, snow or slush is on the apron,
verbal agreement is not reached between the marshaller and the flight deck.
 To terminate a powerback only the "come straight ahead" signal is to be given to the
flight deck, the "stop" signal only being given when the aircraft has achieved forward
movement.
6.4.6 Towing Operations

6.4.6.1 Tractor and Towbar
 The tractor and towbar/shear-pin combination shall be suitable for the operation,
considering: the aircraft type and weight, the weather conditions, the apron surface
conditions.
 The tractor shall be in the appropriate drive mode prior to the commencement of the
operation

Part: 6
Issue: 05
Rev: 00
 Chocks shall not be removed from the main-gear until the tractor and towbar are fully
secured to the nose-gear and the parking brakes on the tractor are set.
correctly installed prior to connecting the towbar to the aircraft and before pushback
commences and is removed after pushback is complete.
disconnected
 (as applicable).
 Prior to the commencement of any towing operation a check shall be made to ensure
the aircraft is ·configured" correctly for the operation.
 Prior to the commencement of any towing operation a check shall be made that the
communications link between the tractor and the aircraft is functional.
 In the event that the communications link between the tractor and the aircraft is
broken during the tow the operation shall be immediately stopped.
 When towing on ice or snow the towing speed must be considerably reduced and in
particular before entering any turns. Under slippery conditions stopping the towing
operation
 If the aircraft is about to overtake the tractor the 'flight deck operator shall
immediately be warned by horn signal or radio/interphone to immediately apply the
aircraft brakes gently.
 The "brake rider" in the cockpit shall wear a seat belt.
 Any personnel on board a moving aircraft shall be seated.
 The aircraft shall have full hydraulic brake system pressure prior to and for the
duration of the towing operation.
 When towing on a "down slope" the operation shall be at a very low speed to prevent
the aircraft overtaking the tractor.
 When towing during low visibility/night conditions the aircraft shall be adequately
illuminated.
 If maintenance towing is done, a chock shall be placed behind the maingear before
the tug is disconnected.

Part: 6
Issue: 05
Rev: 00
6.4.6.2 Towbarless
 The tractor shall be suitable for the operation, considering: the aircraft type and
weight, the weather conditions, the apron surface conditions.
 Chocks shall not be removed from the main-gear until the tractor is fully secured to
the nose-gear and brakes confirmed as set on the tractor.
correctly installed prior to connecting the tractor to the aircraft and before towing
commences and is removed after towing is complete.
disconnected
 (as applicable).
 When towing on ice or snow the towing speed must be considerably reduced and in
particular before entering any turns. Under slippery conditions stopping the towing
operation while in a turn shall be avoided.
 If the aircraft is about to overtake the tractor the flight deck operator shall immediately
be warned by horn signal or radio/interphone to immediately apply the aircraft brakes
gently.
 When towing on a "down slope" the operation shall be at a very low speed to prevent
the aircraft overtaking the tractor.
 When towing during low visibility/night conditions the aircraft shall be adequately
illuminated.
 When approaching any facilities or congested areas the tractor operator shall request
the guidance of wing walkers.
6.4.7 Movement in/out of Hangars

 Only those personnel trained and qualified in the movement of aircraft in/out of
hangars shall perform this operation and a crew chief assigned to the operation.
 Adequate personnel (wing/tail walkers) shall be assigned to the operation to ensure
clearances between the aircraft and objects in the hangar.
 Method of communication between the personnel involved in the aircraft movement
in/out of the hangar shall be agreed upon before any movement is started.

Part: 6
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Rev: 00
 The tractor and/or towbar/shear-pin combination shall be suitable for the operation,
considering: the aircraft type and weight, the weather condition, the apron surface
conditions.
 Hangar doors shall be opened and secured to ensure sufficient wingtip and
horizontal/vertical stabilizer clearances under all operational conditions.
 Aircraft docking systems and all other equipment must be removed and stowed out of
the path of travel of the aircraft.
 Consideration shall be given to the ability of the tow tractor to maneuver in/out of the
tow position inside the hangar.
 Floor markings and stop signs shall be in accordance with aircraft type operating
in/out of the hangars.

Part: 6
Issue: 05
Rev: 00
6.5 Foreign Object Damage (FOD) Prevention Program

6.5.1 Introduction
Damage to aircraft/equipment/property/injury to personnel caused by foreign object debris is
not only a serious threat to safety but continues to cost aircraft operators annually in direct
losses resulting from aircraft/equipment out of service and disruption of schedules. Creating
a FOD prevention culture requires constant vigilance.
6.5.2 Definition
FOD is defined as damage to aircraft, aircraft engines, tyres or aircraft components caused
by foreign object debris. This does not include damage from natural causes such as lightning
and hail. FOD (foreign object debris) can result in FOD (foreign object damage).
6.5.3 General
This information provides guidance for establishing and conducting an effective foreign
object damage (FOD) prevention program. Responsibilities are specifically outlined in this
program but ultimately the responsibility for FOD prevention and the implementation of this
program rests with senior management. Key elements in the FOD program but not limited to
are; tool accountability, enforcing proper maintenance practices and housekeeping.
6.5.3.1 Objective
The objective of this program is to eliminate FOD by identifying and eliminating conditions
that if not corrected could cause damage.
6.5.3.2 Application
The program applies to all personnel who perform airside operations, aircraft operations,
aircraft handling and maintenance.
6.5.4 Causes of FOD

 FOD may results from:
 Failure to properly clean areas and account for removed objects, nuts, bolts, paper,
plastic, drink containers/cups/ cans, rags, pavement fragments, baggage
components/tags, aircraft waste, catering equipment etc used during the performance
of any task.
 Inadequate housekeeping.

Part: 6
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 Clean-up operations after severe weather.

 Failure to account for tools and parts.
 Failure to maintain ground support equipment, i.e. Parts break off or fall off.
 Apron works in progress/construction sites.
 IAA Safety and Quality Assurance dept. has the overall responsibility for developing,
stabilishing, assigning specific areas of responsibility for FOD prevention and
implementation of an effective FOD program in IAA ramp area (In some airport such as
Mehrabad Airport, airport authority is reponsible to do ramp inspections, FOD program or
housekeeping),
 IAA Safety and Quality Assurance dept. department shall ensure all personnel involved
in aircraft operations/handling, maintenance and associated business’ have been
received initial and recurrent training in FOD detection/ prevention/ removal,
 IAA Safety and Quality Assurance dept. department is responsible to perform random
audit for availability of FOD prevention program and effective implementation at each
IAA aircraft area. If required, it shall be informed airport handler agency to take a posite
corrective action to prevent recurrence through IAA Safety and Quality Assurance dept.,
 IAA quality safety officer shall ensure that ramp area is free of FOD by IAA ramp
inspection and effective housekeeping,
 FOD incident resulting in damage to aircraft engines, tires or components shall be
reported by IAA quality safety officer to determine the cause of damage source of the
FOD and ways to prevent recurrence.
 Technical person “in charge” (available MNT person)is ultimate responsible to check
each gate area(parking area) free from any obstacle or FOD objects caused damage
prior to any aircraft arrival and departure or aircraft movement. He shall make any
required arrangements with ground handler agencies to clarify findings or observations,
 Ground handler is responsible to perform an effective housekeeping in cooperation with
IAA safety officer or IAA technical person “in charge” to maintain FOD free and tidy
workplace,
 Airport authority or Ground handler is responsible to inspect and sweep all airside areas
including aircraft maneuvering areas, aprons and gates and the areas adjacent to them
routinely,
 In accordance with contraction issues, ground handler agencies are responsible to

Part: 6
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conduct ramp(or gate inspection) check prior to aircraft arrival and departure or aircraft
movement when there are no maintenance staff present(or person “in charge”) to ensure
areas where aircraft operate are clean of rubish and debris that can be caused FOD.
6.5.5.1 Supervisors
Must constantly be aware of the potential for FOD and be knowledgeable of their area of
responsibility and assure subordinate personnel are aware of and are participating in the
FOD prevention program effort. They will inspect their area of responsibility regularly.
6.5.5.2 All Employees

All employees involved in aircraft operations and associated businesses - shall receive
training to recognize and be responsible for the elimination of conditions that could result in
FOD. Personnel must take ownership for identifying FOD hazards and advise their
manager/supervisor of any condition that may result in FOD.
"If you see it (FOD), remove it".
6.5.6 FOD Procedures

6.5.6.1 IAA Ramp Area
IAA QA/QC safety officer conducts inspection for all airside areas including aircraft
maneuvering areas, aprons and gates and the areas adjacent to them on weekly bias,
He assures areas where IAA aircraft operate are clean of rubbish and other that can cause
FOD through IAA inspection Form QC-240 05.01 and QC-241 05.01,
If he finds any observation, he will report to IAA Safety and Quality Assurance dept. and
Responsible person(Airport authority or Ground handler agency) to do corrective action,
IAA QA/QC safety officer reports each FOD incident to IAA Safety and Quality Assurance
dept. and Responsible person(Airport authority or Ground handler agency) to measure
program effectiveness, Airport authority or Ground handler agency shall review FOD
reports(originating at station) and take a corrective action as necessary,
6.5.6.2 Other Stations

Airport authority or Ground handler agency shall have a program to ensure areas where
aircraft operate are clean of rubbish and other debris that can cause FOD, IAA Safety and
Quality Assurance dept. reviews FOD program and measure program effectiveness at each
station by random audit,
IAA Safety and Quality Assurance dept. reviews and follow the FOD reports to ensure that

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each FOD incident is investigated and positive corrective action is taken to prevent
recurrence,
6.5.7 Training
All personnel involved in aircraft operations/handling, maintenance and associated business'
shall receive initial and recurrent training in FOD detection/prevention/removal, in
accordance with 1.9.3.3 standards of competence.
6.5.8 Housekeeping
Effective housekeeping to maintain a FOD free and tidy workplace is the key element to FOD
prevention.
Conducting inspections to ensure areas where aircraft operate are clean of rubbish and other
debris that can cause FOD.
A FOD check shall be completed at each gate area prior to any aircraft arrival and departure
or aircraft movement.
6.5.9 FOD Prevention Strategies

6.5.9.1 General
 Continual improvement practices shall be considered and implemented with an aim to
minimize and ultimately remove FOD on the apron. For example, the use of plastic
wrapping to cover or contain bulk freight items onto rolling stock/pallets/ containers
etc is strongly discouraged and alternative solutions shall be used. If plastic wrapping
shall be utilized, effective disposal or work practices shall be implemented to ensure
proper removal and disposal.
 Magnetic bars can be suspended beneath ground service equipment (generally tow
motors) to pick-up metallic material. However, the bars shall be cleaned regularly as
part of your vehicle maintenance program to prevent them from dropping the
collected debris.
 All airside operators should practice good house keeping by cleaning their designated
areas regularly throughout each day.
6.5.10 FOD Reporting Investigations

6.5.10.1 FOD Investigations
Each occurrence of FOD resulting in damage to aircraft engines, tyres or components shall
be investigated to determine the cause of damage source of the FOD and ways to prevent

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recurrence. FOD investigations will be conducted as soon as possible following awareness

of the incident.
6.5.10.2 FOD Incident Reporting

To measure program effectiveness, each FOD incident will be reported using the appropriate
reporting form.
6.5.11 FOD Containers

6.5.11.1 FOD Receptacles/Containers/Bins
Probably the biggest deterrent to the effectiveness of any program is the lack of sufficient
disposal containers, conveniently located, and conspicuously marked. Shall an individual
take the time and effort to pick up foreign material and then find no place to dispose of it,
invariably the individual may redeposit it from where it was found - only to again create FOD
hazard.
6.5.11.2 Apron Areas

A waste container shall be placed at each gate position. This container shall be equipped
with a lid to protect against the wind blowing debris from the container. The size of the
container and disposal opening of the container shall be relatively small so that the container
is not used for bulk waste. The container shall be a fluorescent or bright color (yellow) with
large red decals or lettering "F.O.D.".
6.5.11.3 Ground support Equipment

All Ground Support Equipment shall be equipped with FOD bin in or on.
6.5.12 Sweeping
Sweeping may be done manually or with the airfield sweeper, which is the most effective
equipment for removing FOD from airside. The sweeper removes debris from cracks and
pavement joints, and shall be used in all areas except for those that can be reached only
with a hand broom. Other methods are also available. All airside areas including aircraft
maneuvering areas, aprons and gates and the areas adjacent to them shall be swept
routinely. The areas in which ground support equipment staged shall be swept periodically.

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6.5.13 Hangar/Line Maintenance Areas, Aprons and Run-Up Areas

6.5.13.1 Hangar/Line Maintenance Areas
Practicing good housekeeping is the single most important issue. "Clean as you go" should
be the motto for all work areas.
FOD receptacles shall be available in work areas.
Regular cleaning and/ or vacuuming of all work areas shall be done.
Tool Control - Tools used in and around aircraft and aircraft engines must be accounted for.
There are a number of methods to assist with tool control including the use of shadow
boards, shadow boxing, bar coding, special canvass layouts with tool pockets, tool counters,
chit system tool bags or consolidated tool kits.
When using lock wire and other loose articles (nuts/bolts), care must be taken not to leave
these items (lock wire off cuts) in the work area or allow pieces to fall onto the ground.
FOD checks for debris on floor and/or equipment must be done prior to bringing the aircraft
into a hangar. FOD checks for debris on floor, in engine inlets, on winds and fuselage, and a
check for any tools left on or around aircraft will be performed prior to removing the aircraft
from the hangar for run-up, repositioning, or completion of service.
6.5.13.2 Hangar Aprons

Hangar aprons like other areas must be maintained FOD free.
Areas must be inspected daily, prior to aircraft arrival, and prior to aircraft pushback.
Pavement must be inspected for deterioration and any deterioration identified shall be
reported and repaired promptly.
6.5.13.3 Run-Up Bays

Run-up bays or areas are particularly susceptible to engine damage from loose pavement or
other items.
Before each run-up, the area must be inspected for FOD, particularly pavement
deterioration.
All loose equipment shall be kept well away from operating engines.
6.5.14 FOD Promotion and Coordination

There are several methods available to promote FOD. Promotional efforts shall be an
integral part of the operation. Some of the methods below include the use of FOD
committees or alternate discussion forums, FOD walks and general FOD promotional
material (posters, videos etc).

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 Safety meetings could include an agenda item to ensure FOD is regularly

discussed. Specific FOD committee's within organizations or involving other airport
tenants could be another alternative.
 A pro-active strategy is to conduct regular "FOD walks" as groups or crews. This
FOD walk concept could also form part of your tool box type meetings or FOD
discussion forums.
 FOD promotion - There are several ways to promote FOD awareness. Whether it is
through the use of a FOD campaign, safety week, FOD displays, discussion forums
or posters, stickers, banners, videos and brochures.
Note: IAA Safety and Quality Assurance dept. though annual and random audits ensure
safety procedures are in place for airside operations near and around aircraft.

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6.6 Protection of Passengers Moving Airside

 Passenger movement on the apron between the aircraft and terminal building or bus
must be closely supervised.
 Passenger movement shall follow a clearly designated and visible route.
 The designated route must be kept free of any equipment and the surface conditions
kept clean.
 Where passengers are embarked / disembarked by walking across the ramp, the use
of mobile telephones shall be discouraged until the passengers are inside the
terminal building or transporter.
 Passengers must be kept clear of protrusions on the aircraft. Propellers, ground
support equipment, fuelling zones as well as jet blast/prop wash from other aircraft.
 In high winds weather ensure all passenger service personnel have up to date
information on weather event.
 Be prepared to move passengers to safe areas in terminal.

 Passenger enplaning/deplaning may need to be suspended during the weather alert
phases.

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6.7 Supervision and Oversight

 A supervisor has been assigned to supervise and control personnel and activities
during airside operations include pushback operations, powerback operations, towing
operations and in the movement of the aircraft in/out of hangars.
 Further duties and responsibilities of supervisor can be mentioned as follows:
 Allocation and direction of responsibility;
 Coordination of aircraft handling functions;
 Supervision and monitoring personnel's functions and performance.
 The supervisor must constantly be aware of the potential for FOD and be
knowledgeable of his area of responsibility and assure subordinate personnel are
aware of and are participating in the FOD prevention program effort. The supervisor
must inspect his area of responsibility regularly.

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6.8 Intentionally Open

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6.9 Severe Weather Operations

6.9.1 Introduction
Severe weather is a constant danger to all industries that have activities outdoors. Airside
operations are particularly affected because of the open areas of airports and the large
metallic pieces of equipment including aircraft, and numerous open cabin ground support
equipment.
6.9.2 Weather Definitions

High (strong) winds - Winds in excess of 75 kph (40 knots).
Thunderstorm/Lightning - includes cloud-to-c1oud as well as cloud-to-ground activity.
Low visibility - includes rain, snow, sandstorms or fog conditions when visibility is typically
below 800 m (1/2 mile).
Snow and ice conditions - includes the presence of snow and ice on surfaces and movement
areas as well as when surface temperatures/wind chills can cause freezing.
Heavy Rain - Rainfall so heavy that it splashes off hard surfaces and quickly forms standing
water puddles in the aircraft doorway, on the ground and GSE and/or restricts visibility.
6.9.3 Working in Extreme Temperatures (hot and cold)

Staff shall be coordinated with the specifics of the weather patterns as wind conditions will
add to the effects of extreme temperature conditions. (E.g. wind chill, sand storms).
6.9.3.1 Extreme Temperatures

 Extreme temperatures might effect personal safety performance depending on time
of exposure, personal protection, activity and work rotation. All staff shall be made
aware of the hazards, and processes that shall be adapted to such extreme
conditions where applicable. Medical advice shall be sought in the event of extremes
in temperatures.
 Heat stress will result in poor performance, lack of concentration, dehydration, and in
the most severe cases hospitalization. Awareness shall be given to the exposure to
working in the environment.
 Heat stress injuries can be reduced by some of the following:
 Adequate breaks, ventilation and shelter between activities to reduce exposure to
sunrays.
 Ample supply of drinking water located near to work area.

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 Loose and appropriate clothing.

 Work rotation and monitoring.
 Cold affects the human performance such as loss of feeling in extremities, fatigue,
muscle seizures, loss of awareness, poor concentration and in severe cases may
result in hospitalization.
 Prolonged exposure to wind is a significant factor in increasing cold weather effects
on the human body (wind chill factor).
 Things to mitigate the cold effects are:
 Correct clothing.
 Rotation of activity. (essential to sedentary staff)
 Staff monitoring.
 Adequate breaks, provision of hot fluids and warmed shelter between activities.
 A wind chill chart or forecast shall be made available to staff.
6.9.4 Severe Weather Forecasting

 Knowing when severe weather will impact the work site is a key element in
prevention of injuries or damage. Below are some methods to obtain timely
information on approaching weather:
 Internal weather forecasting
 National Weather Service Alerts through the use automatic detection equipment
(Lightning Protection and Tracking Systems, radar etc)
 Local TV and Radio broadcasts
 Pilot reports
 Airport tower observations
 Ramp tower observations
 Local detection devices
 Internet
 Aircraft via company radio
 Local detection/assessment devices
 In the case of thunderstorm/lightning, automatic detection systems are available that
track storms, count and locate each lightning strike and determine the potential for
lightning strikes, based on atmospheric conditions.

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 These systems require human monitoring and human interpretation. Systems that
combine several methods of detection along with visual observation are the most
effective.
 Where local detection/assessment processes in the absence of automatic detection
systems are used, other information support processes such as: Internet Based
Radar, use of hand held lightning detector units/lightning detection (desktop
computer lightning detection system systems and local knowledge can be used to
reach the best informed decision. From a quality perspective, the use of local
detection/ assessment processes in the absence of automatic detection systems
should be used with caution.
6.9.5 Severe Weather Notification

6.9.5.1 Notification Phases
6.9.5.1.1 High Winds
As the measures to be taken in the event of high winds may require a lot of preparation the
earlier the "Warning" is given the better.
6.9.5.1.2 Thunderstorm/Lightning
 For thunderstorm/lightning activity the notification process will be broken down into 3
phases:
 Alert :
lightning activity is detected at a distance in excess of 8 km (5 miles) from your
operation.
 Stop/Suspend activities :
lightning activity is detected within 5 km (3 miles) of your operation.
 AIl Clear:
lightning activity has moved beyond 5 km (3 miles) and is heading away from
your operation.
 The distances referred to above may vary dependent upon local climatic parameters.

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6.9.5.1.3 Low Visibility and Snow/Ice Conditions

As low visibility and/or snow/ice conditions can be associated with various types of weather
events the notification phase will need to be coordinated with the specifics of the weather
patterns.
6.9.5.2 Notification Methods

Severe weather is on the way or imminent is a challenge, therefore all organizations
shall be integrated into the notification process. One or more systems may be used:
 Radio - Good for small areas where workers perform their duties together and team
leaders with radios can get the word to everyone.
 Visual - lights on structures that indicate that you are to take shelter in doors is
another method. These lights must be distinctive so as not to blend into the
background or be confused with other lights. Some airports use several different
color lights, Green for all clear, yellow for warning, red for take shelter. For single
light systems a blue flashing light may be used as it is less likely to be confused with
other lights. How these lights are activated and by whom must also be considered.
 Audible - Horns or sirens can also be used but they shall be able to be heard over
engine and equipment noise.
 Flight Information Display Screens (FIDS) – Messages displayed on FID screens in
appropriate areas.
 Notification Contact list - use a notification contact list or automated call-out
system/process (computer/phone generated, SMS) to streamline the notification
process shall be developed and a record of notifications/events be recorded.
6.9.6 What to do when Severe Weather is Imminent

6.9.6.1 General
Activate the "The Severe Weather Plan" and communicate to all personnel that it is in effect.
Meet with ground operations, ground support equipment and maintenance personnel to
outline the forecast and review resources.
Notify dispatch, passenger service and planning groups that operations may be interrupted.
Continue to monitor and communicate the weather situation.
6.9.6.2 High/Strong Winds

Before the high winds arrive determine how long it will take to do all the items below.

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 Ensure all personnel know of the impending weather event.

 Strong wind warning advice will prompt preparation.
 Subject to assessment for some high/strong wind conditions, an operational
restriction or caution as opposed to an operational shutdown shall be considered.
Strong winds present a different hazard than thunderstorms and strong winds can
sometimes last for several hours. The operational restriction prevents aircraft
servicing as stipulated in the procedure but may permit some tasks subject to
assessment ie. Terminal areas that are more sheltered from the wind/direction, tasks
not associated directly with the servicing of the aircraft but considered safe to
conduct.
 Wind speeds can vary (higher or lower) at specific sections of an Airport depending
on the wind direction and building design. Evaluation to continue work in some areas
can be subject to a location risk assessment.
6.9.6.2.1 Secure Aircraft

 Aircraft shall be appropriately secured, per aircraft manufacturer's procedures by
using additional chocks, and/or setting aircraft park brakes, parking the aircraft into
the wind direction where feasible and/or tie-down, and/or the ballasting of the aircraft.
 Secure all cargo nets and close all cargo doors on aircraft.
 Secure all aircraft cabin doors (Note: Securing the passenger cabin doors with the
APU/packs operating or an external conditioned air source connected can pressurize
the aircraft).
 Where possible add fuel for ballast purposes.
 Close cockpit windows.
 Close all service panels.
 Lock control surfaces in accordance with aircraft maintenance manuals.
 Secure aircraft nose gear torsion links to prevent weather vaningwith free moving
nose wheels.
 Hook up towbar and attach tugs when possible and install by-pass pins.
 If time permits and parking areas are available move aircraft into hangars.
 If hangars are not available consider remote parking aircraft to get them away from
structures that they shall be blown into. Use all above securing techniques and face
aircraft into the wind if possible.

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6.9.6.2.2 Loading Bridges

 Retract ground power cords.
 Close all doors, retract loading bridges, lower them and secure wheels in accordance
with the manufacturers instructions.
 Position loading bridges so that they face into the wind or up close to the terminal or
where available in a location for tie down and tie them down.
 Remove any loose equipment, e.g. ladders, FOD containers.
6.9.6.2.3 Ground Support Equipment

 Remove non-essential ground support equipment from aircraft.
 Position equipment away from the aircraft and outside the path of possible aircraft
movement.
 If possible, stow equipment indoors. All equipment left outside must be secured with
brakes set, disconnect strings of carts or dollies so each conveyance is held by its
own brake or attach a vehicle to them to help hold them in place.
 Extreme caution must be observed when transporting, loading and unloading empty
ULD's in strong wind conditions.
 Use of ballast in empty ULD's shall be considered (caution - ballast must be removed
after use).
 Ensure all containers are locked on dollies or transporters with doors or curtains
secured. Remove all empty loose containers from areas around aircraft. If possible
tie them together and/or to a firm structure or store them indoors.
 Secure work stands by chain to hitching rails where available or to fences or other
secure equipment. Put jack screws down if so equipped.
 Lower all high-reach equipment, e.g. loaders, steps, catering trucks etc. and deploy
stabilizers. Park into the wind direction if possible.
 Remove any loose equipment, e.g. chocks, cones, ladders etc.
 All Ground Equipment and vehicles on the aprons, not in immediate use, shall be
parked in the areas provided with parking brakes applied.
 Equipment in use on stands should be secured with parking brakes set Equipment
without parking brakes shall be chocked or removed.
 Large items of Equipment that are vulnerable to winds, such as empty freight
containers, shall be secured to a fixed object or removed to a protected area.
 Handling staff shall take special precautions when towing aircraft

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 Aircraft rubbish and equipment that is normally temporarily placed on the stand, such
as bagged waste, blankets or headsets, shall be removed or securely stored
immediately.
6.9.6.2.4 Baggage and Cargo

Ensure all baggage room and cargo personnel are aware of conditions and do not continue
to bring load to aircraft or outside to be stored.
Use baggage rooms to stow luggage if possible.
Secure all cargo equipment the same as above.
Contact mail and freight facilities and return unloaded freight and mail.
6.9.6.2.5 Aircraft Cleaning

 Stow all supplies and equipment, do not leave equipment or garbage on loading
bridge steps.
 Move vehicles away from aircraft parking areas.
 Keep doors of cleaning vehicles closed to avoid loose material being blown around.
 Stow hoses on lavatory and water trucks.
6.9.6.2.6 Facilities
 Ensure facilities personnel are aware of impending weather.
 Put facilities personnel on stand by for possible shut down of power or possible need
to do facility repairs.
 Close all doors that lead to the outside.
 Secure all dumpsters and trash bins.
6.9.6.2.7 Passenger Safety

 Ensure all passenger service personnel have up to date information on weather
event.
 Be prepared to move passengers to safe areas in terminal.
 Passenger enplaning/deplaning may need to be suspended during the weather alert
phases.

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6.9.6.2.8 Flight Crews

Ensure that pilots are advised that because of anticipated high winds, brakes shall be set on
all parked aircraft.
6.9.6.2.9 Shift Change

Ensure all personnel coming on duty know that your severe weather plan is in effect.
6.9.6.3 Thunderstorm / Lightning

 On receipt of an ALERT
 Make preparations for the STOP phase.
 Suspend non-essential activities in open areas and ensure any staff using or
about to use headsets are informed of the alert.
 Fuelling operations can continue, however the proximity of the
thunderstorm/lightning shall be continually monitor
 Avoid using highly conductive equipment.
 On receipt of STOP
 Stop fueling.
 Discontinue aircraft communication by head set.
 Stop all ramp activity and clear ramp.
 Personnel shall seek shelter inside buildings or inside metal bodied vehicles. No
one shall seek shelter under any part of the aircraft, loading bridge, near light
poles, fences under trees.
 Ensure all passenger service personnel have up to date information on weather
event.
 If passengers have not started boarding hold the passengers in gate lounges. If
boarding has started, stop process and leave passengers already boarded on the
aircraft. If an aircraft has just arrived it shall be held off the gate until the lightning
alert is terminated. Clear all persons off the loading bridge.
 In accordance with local procedures, the aircraft may come on stand but the
aircraft doors shall remain closed and ground servicing suspended.

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6.9.6.4 Low Visibility

 All non-essential equipment shall leave the Maneuvering Area.
 Only the minimum required equipment shall be permitted airside during low visibility
operations.
 Equipment operating speeds must be considerably reduced.
 Motorized equipment shall have all running lights on during low visibility operations.
 Equipment operators must take extra caution at all intersections and vehicle/apron
taxi-lane crossings.
 Crossing of taxiways, where permitted, shall only be undertaken with ATC clearance.
 When visibility is low, operators shall take additional care to ensure that vehicle
windshields are clean.
6.9.6.5 Operations in Snow & Ice Condition

 Both ground and work surfaces on equipment will become particularly hazardous
during periods of snow and ice conditions. The use of De/Anti-Icing fluid can add to
the slippery conditions on the ground.
 When snow and ice conditions are predicted, special preparations of the equipment
will be necessary to ensure their functionality and safe operation. The apron surface
conditions shall be sufficiently free of snow and ice to provide a safe working area
during all ramp handling activities, including aircraft arrival or departure operations.
 Wherever possible, snow and ice formations on equipment and work surfaces shall
be removed prior to the start of operations.
 Personnel shall allow extra time for activities, drive more slowly and allow a greater
distance to stop equipment.
 Personnel shall be provided with suitable clothing to be able to maintain efficiency.
6.9.7 Thunderstorm/Lightning Safety

6.9.7.1General
 Generally if an individual can see lightning and/or hear thunder they are already at
risk.
 High winds, rainfall, and cloud cover often act as precursors to actual -to-ground
strikes notifying individuals to take action.
 Many lightning casualties occur in the beginning, as the storm approaches, because
people ignore these precursors.

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 Also many lightning casualties occur after the perceived threat has passed.
 The lightning threat generally diminishes with time after the last sound of thunder, but
may persist for more than 30 minutes.
 When thunderstorms are in the area but not overhead, the lightning threat can exist
even when it is sunny, not raining, or when clear sky is visible.
 Remember that lightning is always generated and connected to a thundercloud but
may strike many miles from the edge of the thunderstorm cell. Acceptable downtime
has to be balanced with the risk posed by lightning.
6.9.7.2 Thunderstorm/Lightning Protection

 The purpose of lightning protection is to protect persons, buildings and their contents,
or structures in general, from the effects of lightning, to a certain acceptable level.
There is no 100% protection level seen within technical and economical constraints.
Lightning protection is not aimed to prevent the formation of the lightning discharge,
instead it is intended to prevent the object from being directly hit or affected by a
remote lightning discharge.
 No place is absolutely safe from lightning threat, however, some places are safer"
than others, e.g. Inside terminal buildings, fully enclosed metallic vehicles or safety
shelters.
6.9.7.3 Personnel Safety

 During thunderstorm/lightning activity personnel shall not:
 Get out of enclosed vehicles
 Use a head set connected to aircraft
 Use portable electronic devices, e.g. mobile phones, pagers, two-way radios in
open areas or in front of windows.
 Stay in open areas or under aircraft
 Seek shelter under a tall tree
 Load or unload explosive or flammable material

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6.10 Reporting - Incidents, Accidents and Near-Misses

 In the event of an, incident or accident, the work shall stop and the event shall
immediately be reported to IAA representative.
In general:
 Complete the Ground Incident Damage Report form to collect all relevant
information regarding the event.
 Submit the Ground Incident Damage Report form to IAA representative.
 IAA representative shall forward the report to Airport Services Dept. for
investigation and analysis. The final report shall then be submitted to IAA Safety
and Quality Assurance Dept.by Airport Services Director or his representative.

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6.11 Airside Safety Investigation Procedure

6.11.1 General\
The investigation process shall be conducted in a logical way by collecting and analyzing
factual information in order to identify root causes, contributing and human factors.
Airport Services Department is responsible to do internal investigation with coordination of
experts in IAA Safety and Quality Assurance Dept. Refer to IAA MSM Part 5 for more
information.
Below are what shall be done by investigation team:
6.11.2 Factual Information

In general:
 Gather factual information including photographs, testimonials, reports, sketches,
video footage, maps and any other relevant information.
 Determine the level of investigation:
 Basic investigation–an inquiry to identify the key elements that led to the event.
 Formal investigation–a formal inquiry with all involved and legally required
internal and external parties.
6.11.3 Investigation Procedure

In general:
 Gather all information available about the event:
 Identify the circumstances leading up to the event.
 Review all reports pertaining to the event.
 Collect all available data (CCTV and other video footage, photographs, objects,
testimonials, sketches, maps).
 Identify the people involved and any witnesses.
 Gather all relevant factual information concerning the people involved (roster,
training records, medical information
 Related to the event if possible, employee records, assigned task, all reports, any
other).
 Gather all relevant factual information concerning the technical, environmental
and infra structural conditions.
 Conduct interviews with all individuals involved and any witnesses.
 Conduct a confirmation site visit if possible.

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 Confirm If a SOP is published and available for the task being performed.
 Identify human factors:
 Communication.
 Stress and timing.
 Fatigue.
 Loss of situational awareness.
 Health condition.
 Use of available resources.
 Staff feedback related to the SOP.
 Teamwork.
 Knowledge retention and competence.
 Technical factors:
 Use of a GSE.
 Preventive and Corrective maintenance records.
 Current technical condition.
 Suitability for the task.
6.11.4 Analysis
Analyse the event by:
 Describing the sequence of events as they occurred for each person/element
involved.
 Identifying any failures in the tasks performed in relation to written instructions.
 Identifying any causal links between events.
 Documenting a chronological sequence of events that led to the incident/accident
supported by factual information.
 Determining which failures contributed to the accident based on factual evidence in
relation to the sequence of events.
 Identifying pre-existing and/or new hazards that contributed to the event.
6.11.5 Conclusion and Causes

Specify:
 Root causes.
 Contributing factors.
 Human factors.

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6.11.6 Investigation Follow-up

Follow-up the investigation by:
 Establishing the following for each root cause:
 corrective action requests.
 preventive actions requests.
 Making safety recommendations that:
 address the root causes, contributing and human factors identified as a part of
the investigation.
 ensure corrective and preventive action requests will be issued to the line
management.
 provides line management with corrective action plans to address the root
causes, contributing and human factors for
 approval.
 ensure that an Action plan implementation is confirmed through a
monitoring/audit process.
 ensure that the Human factors in Airside Safety Investigations form annexed in
IGOM, is completed - See AHM652
 Human Factors in Airside Safety Investigations.

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6.12 Monitoring Procedures

 Safety performance monitoring is important in order to enable management to
identify trends that could have a negative effect on safety.
The following checklists shall be used by handling agents ramp supervisor to monitor
safety performance of the station.
 AHM 612 A, B, C, D, E, F, G, H, I, and; Airside Management Safety Review
Checklist. The checklists are in IGOM Chapter 6.6.

Part: 6
Issue: 05
Rev: 00
6.13 Emergency Response Procedures

The following actions shall be carried out in the event of an emergency in accordance with
IAA and, or the Ground Service Provider's procedures and local regulations.
 Communication:
 With IAA:
o Notify IAA.
o Establish a Crisis Control Center.
o Provide regular situation reports.
o Maintain the flow of communications/actions.
o Identify and assemble translators.
 With the airport and other authorities:
o Liaise with airport emergency services and local authorities.
o Prepare the location and facilities to be used.
 With the Ground Service Provider (GSP):
o Inform GSP staff.
o Conduct an initial briefing.
 With the Passengers, Crew and Victims:
o Provide regular updates.
 With the Relatives:
o Provide regular updates.
 with the media:
o Provide regular updates
 General Requirements:
 Deploy the of the emergency response team.
 Provide liaison staff at the emergency location.
 Provide initial financial assistance to passengers as agreed with the IAA.
 Passengers and Crew:

 Assist with the collection of information from passengers, crew and victims.
 Provide assistance and secured private facility for passengers.
 Provide assistance and secured private facility for crew members.
 Assist in repatriation and/or onward travel.
 Cargo, Baggage and Mail:

Part: 6
Issue: 05
Rev: 00
 Assist with the inventory of cargo, baggage and mail carried on the aircraft.
 Safeguard from loss or damage the baggage, cargo and mail and arrange for
secure storage.
 Documentation:
 Establish station emergency data sheet; contacts, grid maps, facility information
sheets.
 Maintain current emergency contact information of the Carrier, Handling
Company and local authorities.
 Collect, preserve, secure and restrict all documentation pertaining to the
emergency and make available to the Carrier.
 Support the verification of the passenger list. e) Maintain a log of events and
action taken.
 Maintain detailed expense documentation relating to services provided during an
emergency.
 Relatives:
 Assist with the collection of information from family members.
 Provide assistance and secured private facility to family members.
 Assist with reuniting passengers and family members.
 Facilities:
 Provide emergency response facilities for IAA permanent and deployed staff.
 Assist the arrival, set-up and operations of IAA's Go team.
 Determine appropriate support services that may be required for continuing
emergency operations.
 Arrange for security at all IAA's premises at airport.

Part: 6
Issue: 05
Rev: 00

Part 7
Training Program
Part: 7
Issue: 05
Rev: 00
Training Program Date: 01 May 2017

Part: 7
Issue: 05
Rev: 00
All training requirements for ground handling personnel are documented in IAA Commercial
Training Program Manual (CTPM).

Part: 7
Issue: 05
Rev: 00

Part: 8
Ground Operations Manual Page: Page 1 of 23
Issue: 05
Rev: 00
GSE Maintenance Date: 01 May 2017

Part: 8
Issue: 05
Rev: 00

Part: 8
Issue: 05
Rev: 00
Table of Contents
8.1 List of Ground Support Equipment.............................................................................. 5
8.2 Requirements ................................................................................................................ 6
8.2.1 Basic Requirements for Ground Support Equipment .......................................................6
8.2.2 Other Requirements...............................................................................................................6
8.3 Categories of Ground Support Equipment.................................................................. 7
8.4 Training Requirements for Personnel Operating Ground Support Equipment ........ 8
8.4.1 Driving Requirements ............................................................................................................ 8
8.5 Safety Practices and Procedures Required for Operating Ground Support Equipment. .. 9
8.5.1 Safety Practices for Personnel Operating Ground Support Equipment.........................9
8.5.2 Safety Procedures for Ground Support Equipment Interfacing Aircraft.......................10
8.5.3 Safety Procedures for Ground Support Equipment Operations....................................11
8.5.4 Circle of Safety .....................................................................................................................13
8.6 Brakes.......................................................................................................................... 14
8.7 Intentionally Open....................................................................................................... 15
8.8 Ground Support Equipment Maintenance Program ................................................. 16
8.9 Intentionally Open....................................................................................................... 17
8.10 Aircraft Fuelling Interface ......................................................................................... 18
8.10.1 Aircraft..................................................................................................................................18
8.10.2 Fuel Safety Zones..............................................................................................................18
8.10.2.1 Definition ......................................................................................................................18
8.10.3 Fuel Spillage .......................................................................................................................19
8.10.4 Ground Support Equipment..............................................................................................19
8.11 Positioning Service Equipment to Cabin Doors ..................................................... 20
8.12 Fire Protection and Prevention ................................................................................ 22

Part: 8
Issue: 05
Rev: 00
Note: Although IAA have outsourced all GSE operations to Handling Agent, the
Handling Agent shall follow the mention procedures regarding GSE operations and all
Ground Handling Agents GSE procedures, Maintenance Program and Records shall
be audited and evaluated by IAA Safety and Quality Assurance Dept.

Part: 8
Issue: 05
Rev: 00
8.1 List of Ground Support Equipment
Ground Support Equipment
Ground Power Unit (GPU)

Toilet Service Truck
Aircraft Cooling Unit (ACU)
Portable Water Truck
Air Start Unit (ASU)
Containers Dollies
Baggage /Cargo Carts
Tugs
Passenger Steps
Maintenance Steps
Jet Bridge
Aircraft Tow Tractors
Tow Bars
De-Icing Unit
Catering Lift Truck
Jet Starter
Container/Pallet Loader
Main Deck Loader
Conveyer Belt
Fork Lift
Pallet Transporter
Container Transporter
Pallet Dollies
ULD-Storage Racks
Aircraft Tow Tractor
De-Icing Fluid
Snow Plow

Part: 8
Issue: 05
Rev: 00
8.2 Requirements
8.2.1 Basic Requirements for Ground Support Equipment
 Ground Support Equipment is generally designed to service a variety of aircraft types.
 The Equipment shall be capable of daytime and night time operations.
 The Equipment shall be capable of being driven and /or maneuverable in all prevailing
weather conditions. Where operation is required in snow and ice conditions the drive
wheels shall have a sufficient clearance to permit installation and use of chains.
 The vehicles or trailer shall meet the airside height limitation.
8.2.2 Other Requirements

 The exhaust system shall be in good order.
 The vehicle must be free from oil/fuel leaks.
Note: Consideration shall be given to install an effective fire extinguisher on vehicles that will
be operating in airside areas.

Part: 8
Issue: 05
Rev: 00
8.3 Categories of Ground Support Equipment

 Ground support equipment is divided in two distinct categories:
 Category A: Non –Motorized Ground Support Equipment.
 Category B: Self –Propelled Ground Support Equipment.

Part: 8
Issue: 05
Rev: 00
8.4 Training Requirements for Personnel Operating Ground Support Equipment

 Personnel who perform Airside and GSE operations receive both initial and recurrent
training in accordance with standards of competence which are mentioned in IAA
Commercial Training Manual.
 This training involves the personnel of handling agents as well.
 Only trained and competent and authorized person shall be permitted to drive or
operate the vehicles or equipment.
Note 1: The qualification, certification and training documents of the personnel shall be
checked and controlled by IAA Safety and Quality Assurance dept. through Random Audits
to ensure only adequately trained qualified and authorized personnel operate the
equipments.
Note 2: Before issuance of ASIC, all personal shall pass the airside safety training course in
accordance with CTPM, Part 3.1.8.
8.4.1 Driving Requirements

 Operator of GSE and vehicles shall:
 Hold identity document valid for use;
 Hold valid airside driving permit issued by IAA Airside Safety Department or IAA
Training Center;
 Be Familiar with requirements and instructions and notices related to airside safety.

Part: 8
Issue: 05
Rev: 00
8.5 Safety Practices and Procedures Required for Operating Ground Support
Equipment.
8.5.1 Safety Practices for Personnel Operating Ground Support Equipment

 Personnel shall not operate motor vehicles or equipment whilst using hand held
portable electronic devices. Such devices shall not be used unless a suitable 'Hands
Free' device, either personal or installed, is available.
 When electrical/motorized equipment is in operating mode, an operator must be
within easy reach of the emergency controls. Vehicles without external emergency
controls that have their engines running may not be left unattended in the stand area.
The operator must remain in the driving position, in control at all times.
 Additional care must be taken when carts or dollies are moved by hand operated
equipment to prevent injuries.
 Trains of carts/dollies tend to "drift in" or shorten the turning radius on corners.
Therefore, drivers shall avoid turning prior to, or immediately after, passing an
obstacle.
 Personnel shall never attempt to jump off or on a moving vehicle.
 Personnel shall not be transported on equipment unless there is a seat for them.
 Personnel on moving equipment must be seated properly and shall keep their bodies
within the confines of the vehicle structure.
 Personnel must not ride on elevating platforms when the vehicle is in the drive mode.
 Personnel shall not walk on rollers or castors.
 Personnel shall remain clear of propellers, engine inlets and exhausts until after the
engines have spooled turning.
 Personnel and equipment shall not pass through the arc of a propeller at any time,
including when it is stationary.
 Operators of equipment shall ensure that other personnel are not entrapped by
movement of load either in the aircraft or on the Loading Equipment.
 A visual check of aircraft for damage is to be conducted upon arrival, before service
equipment is positioned. Visual check of aircraft for damage is to be conducted prior
to departure, after service equipment is removed from aircraft

Part: 8
Issue: 05
Rev: 00
 During the positioning of the passenger loading bridge only the bridge operator
should be in the bridge head. For safety reasons, all other staff must keep sufficient
distance from the bridgehead.
 Equipment ,including passenger loading bridges ,must not move towards the aircraft
until it has come to a complete stop, chocks are positioned ,engine shut down(It may
be necessary to connect external power prior to engine shut down), anti-collision
beacons switched-off, and if applicable ground/flight deck contact established.
 Extreme care shall be exercised when entering and leaving aircraft cabins, holds and
compartments.
 Loose objects (FOD) dropped onto or observed on the apron must be picked up and
put into FOD bins. Surface of the apron must be kept free of any objects that might
cause damage to aircraft or equipment for example:
 Catering items, baggage tags/straps garbage.
 Operators shall ensure that all loads are safely secured to the vehicle. Any lost
materials shall be picked up immediately.
 Operator shall always give-way to aircraft and pedestrians
 Operatorshall never drive or park within 3 metres of an aircraft unless directly
involved in servicing the aircraft.
 Operator shall never drive or park within 15 meters of an aircraft being refuelled
8.5.2 Safety Procedures for Ground Support Equipment Interfacing Aircraft

 Each aircraft type has specific area on its structure which, by location, is particularly
susceptible to damage by Ground Support Equipment and therefore in order to avoid
damage shall receive special consideration. These areas include wings, flap track
fairings, nose gear, engine cowlings, and doors, wing-to –body fairings, sensors,
antennae and drain masts.
 All equipment except that necessary for the departure shall be positioned behind
the equipment restraint line before the aircraft push back is commenced.
 An equipment restraint line shall be marked or displayed on the apron.
 The interface of Equipment with the aircraft shall take into consideration the
hazard areas.
 Apron Equipment shall be positioned behind the equipment Restraint Line with the
parking brakes applied prior to the arrival of the aircraft at the parking position.

Part: 8
Issue: 05
Rev: 00
 The passenger loading bridge shall be in the fully retracted position prior to aircraft
arrival.
 The passenger loading bridge is to be in the fully retracted designated parking
position before aircraft departure.
 Equipment, including passenger loading bridges shall not be moved towards the
aircraft until it has come to a complete stop, chocks are positioned, engines shut
down, anti-collision beacons switched-off.
 Protective rubber bumpers on equipment, e.g. passenger steps, loading bridges,
catering trucks, shall not be compressed against the aircraft fuselage, in order to
prevent damage and to allow for aircraft settling during servicing.
 Before removing Ground Support Equipment from any aircraft cabin access door,
the equipment operator shall ensure that the door has been closed and secured by
an authorized person, or that a clearly visible safety device has been placed
across the opening.
 Prior to moving the equipment the operator shall advise any personnel on board
the aircraft and/or the person responsible for the operation around the aircraft that
the equipment is to be removed.
 When loading has been completed remove all Loading Equipment well clear of the
aircraft.
 Protective rubber bumpers on equipment, e.g. passenger steps, loading bridges,
catering trucks, shall not be compressed against the aircraft fuselage, in order to
prevent damage and to allow for aircraft settling during servicing.
 Before removing a passenger loading bridge from the aircraft, a safety device shall
be put across the forward opening area of the loading bridge platform.
 Handrails on conveyor belts, loaders and other elevated device shall be in the
raised position when the unit is in use.
8.5.3 Safety Procedures for Ground Support Equipment Operations

 Equipment shall only be used for its intended purpose.
 Equipment shall never move across the path of taxiing aircraft or embarking and
disembarking passengers. Aircraft and pedestrians shall always have the right-of
way.

Part: 8
Issue: 05
Rev: 00
 Equipment when approaching or leaving an aircraft shall not be driven faster than
walking speed.
 Safety cones shall be placed on the apron to mark Hazard Areas
 Attachment fittings/transfer bridges and platforms must be correctly deployed.
 Stabilizers, when fitted on Equipment, must be deployed.
 Prior to the movement of any Ground Support Equipment a walk around check must
be made.
 Hoses or cables on equipment must be securely stowed before the unit is moved.
 Elevating devices shall not be driven in the elevated position except for final
positioning.
 Baggage/cargo must not be transported on equipment not specifically designed for
that purpose.
 Cargo shall be stowed evenly, in cargo carts, with heavy pieces on the bottom and
the centre to ensure stability. All doors, gates and curtains shall be secured to
prevent cargo from falling out.
 Loaded transporters and dollies shall have the load secured from movement by the
use of locks, stops, rails or straps at ALL times, except when the load is being
transferred onto or off the equipment. All locks, stops, rails and straps shall be
checked every time before use.
 When positioning equipment, special care shall be exercised to ensure adequate
clearance of vehicles, aircraft, other Equipment and facilities.
 When operator vision is restricted (such as positioning certain pieces of equipment to
or backing away from an aircraft) a Guide Person shall be used.
 Standard hand signals shall be used to guide Ground Support Equipment (refer to
procedure 17.9 for more details).
 The Guide Person shall be positioned so that clearances can be accurately judged
and be visible/able to communicate the signals to the vehicle operator at all times.
 In case of losing contact with the guide person, the driver shall stop immediately.
 When electrical/motorized equipment is in operating mode, operator shall be within
easy reach of the emergency controls. Vehicles without external emergency controls
that have their engines running shall not be left unattended in the stand area. The
operator shall remain in the driving position, in control at all times.

Part: 8
Issue: 05
Rev: 00
 Motorized equipment shall make a full stop as a brake check before entering the
Equipment restraint area and again before reaching the aircraft side.
 Equipment shall have parking brakes applied, with gear selector in park or neutral
when parked away from, or positioned at, the aircraft.
 On an open gate area, equipment shall be positioned to allow the clear movement of
the aircraft.
 All vehicles must have an operating orange beacon mounted on the top of the vehicle
at all times when operating airside.
8.5.4 Circle of Safety

 Personnel shall observe virtual operational safety buffer zone when positioning
motorized vehicles/equipment to an aircraft.
 The following processes shall be adhered to at all times:
 Conduct a vehicles/ equipment pre-operational check including a break test prior to
operating motorized vehicles/ equipment;
 All motorized vehicle/equipment must make minimum of one complete stop prior to
entering the operational safety zone or at a distance of no less than less than five
meters (15 feet) from the aircraft.
 All equipment shall be driven at a "walking pace" when operating within the
operational safety buffer zone.
 When loading has been completed remove all loading equipment well clear of the
aircraft.

Part: 8
Issue: 05
Rev: 00
8.6 Brakes
A breaking system shall be provided to stop equipment under empty and full load conditions.
A parking brake shall be provided that will restrain the equipment when fully loaded on an
incline of 5˚ (8.7%) (Or more if specified by the user)

Part: 8
Issue: 05
Rev: 00

Part: 8
Issue: 05
Rev: 00
8.8 Ground Support Equipment Maintenance Program

 Iran Aseman Airlines has preventive maintenance program for the Ground Support
Equipment to ensure all Ground Support Equipment are in good mechanical condition
and appropriate for operation and the handling agents shall perform their activities
according to this program;
This program includes following procedures:
 Daily inspection such as oil, lights brakes etc. Before and after using each Ground
Support Equipment shall be in place in order to ensure they are serviceable and in a
good mechanical condition.
 Unserviceable GSE shall be identified, clearly tagged "Out of Service"(OS) or
"unserviceable" (US), isolated and immediately sent to the repair, maintenance
department and reported to supervisor for maintenance attention.
 Periodic scheduled regular checks, appropriate for each equipment, shall be in place
according to the instructions contained in user manual of relevant equipment.
 A daily GSE checklist shall be used for each equipment before daily operation.
 The check list shall contain at least the minimum but not limited to the following
items:
 All fluid levels.
 Belts, hoses, tires and lug nuts.
 Any leak of critical fluids.
 All lights and indicators
 Brake, including the emergency brake.
Following each daily inspection and periodic check, a checklist shall be completed by
Handling Agents to comply with IAA Preventive Maintenance Program and the documents
and reports shall be kept as maintenance record for further reviews. (According to part 1.8 of
this manual)
Note: All Ground Handling Agents GSE procedures, Maintenance Program and Records
shall be audited and evaluated by IAA Safety and Quality Assurance dept. Department to
ensure all Ground Support Equipment are in a good mechanical condition and safe for the
operations.

Part: 8
Issue: 05
Rev: 00

Part: 8
Issue: 05
Rev: 00
8.10 Aircraft Fuelling Interface

As Aircraft Ground Handling activities take place at the same time as aircraft fueling,
following procedures shall be taken in to consideration to ensure the safety and integrity of
the operations
When an aircraft is being fuelled:
8.10.1 Aircraft
 The connection or disconnection of any aircraft electrical equipment, including GPUs,
batteries and battery chargers, is not permitted.
 The APU may be started during refueling if the start is an initial start or a restart after
normal shutdown.
 Do not attempt to start the APU during fueling if the APU had an automatic shutdown
or a failed start attempt. Make sure the fuelling operation is complete and the hose
disconnected before another APU start is attempted.
 The APU may be shutdown (manual or automatic) during the refuelling operation.
8.10.2 Fuel Safety Zones

8.10.2.1 Definition
Area with radius of at least 3 m or as specified by local regulations, from filling and venting
points on the aircraft, fuelling vehicle and within the hydrant pits.
Equipment performing aircraft servicing functions shall not be positioned within a 3 m (10ft)
radius of aircraft fuel system vent openings.
Due to the fire hazard associated with fuel vapours personnel shall not use items and
processes such as;
 Matches, open flames, welding, use of photographic flashbulbs etc. while fuelling is
taking place on the aircraft stand.
 Portable electronic devices, such as Mobile (ceil) Telephones, Portable Radios and
Pagers, may be used within the fuel safety zone providing a separation distance of
not less than 3m (10ft) is maintained from aircraft fuel vents and/or fuelling
equipment.
 The refueling safety zone shall be regarded as an area extending 6m (20 ft) radically
from fuelling receptacles, tank vents and fuelling Equipment.

Part: 8
Issue: 05
Rev: 00
 Equipment performing aircraft servicing functions shall not be positioned within a 3m

(10ft) radius of aircraft fuel system vent openings.
 Equipment with metal wheels or metal studded tyres capable of producing sparks
shall not be moved in the safety zones.
8.10.3 Fuel Spillage

 In the event of fuel spillage:
 Control the movement of unauthorized personnel and Equipment into the area.
 All electrical Equipment in use during the fuelling operation must be switched off
immediately.
 Unload the APU and shut it down. DO NOT start the APU until the spilled fuel is
removed and there is no further risk of spilled fuel or vapors.
 If fuel is spilled on any load, then such items are NOT TO BE LOADED into the
aircraft.
 If safe to do so, the GPU shall be stopped immediately and shall remain
stationary until the spill is removed and there is no danger from flammable
vapour.
8.10.4 Ground Support Equipment

 The engines of unattended vehicles shall be switched off.
 Vehicles SHALL NOT be parked under the aircraft wingtip fuel vents.
 Equipment must be positioned so that the fuelling vehicle has a clear exit route and
can be moved away from the aircraft in a forward direction.
 A distance of 3m (10ft) should be maintained,- wherever possible, between ground
support Equipment and any fuelling Equipment, i-e. vehicles, hoses, hydrant pits.
 Ground Power Units (GPUs) must not be operated unless they are positioned 6m
(20ft) from the aircraft fuelling vents and venting points. .
 The use of metal-wheeled Equipment in close proximity to the aircraft is prohibited.
 Electrical equipment, e.g. GPU, shall not be connected or disconnected from the
aircraft within the fueling area.
 Combustion engines (APU) and burners shall not be started or stopped during
fuelling and within the fuelling area.

Part: 8
Issue: 05
Rev: 00
8.11 Positioning Service Equipment to Cabin Doors

 The walking surfaces on passenger steps and loading bridges shall be cleaned to
ensure the surfaces are free from substances which could make the surfaces
slippery, e.g snow, ice, standing water, catering rubbish, oil, hydraulic or de-icing fluid
etc.
 Service equipment shall not move towards the aircraft until the aircraft has come to a
complete stop, chocks positioned, engines shut down, the aircraft coned and the anti-
collision beacons switched off.
 Prior to positioning service equipment the operator shall check the areas around
which they will position equipment on the aircraft and report any damage.
 Elevating devices shall not be driven in the elevated position.
 When positioning service equipment up to or away from cabin doors, or where
driver/operator vision is restricted, a guide person shall be used. The guide person
shall be positioned so that clearances can be accurately judged, be visible and able
to communicate signals to the driver/operator at all times. If visual contact is lost with
the guide, the driver must stop immediately.
 Service equipment shall be positioned square with the fuselage fore and aft contour.
It is appreciated that with certain types of steps a perfect match between aircraft and
 Platform cannot be achieved. In these cases, any gaps shall be brought to the
attention of the Cabin Crew so that they can warn passengers and assist them in
negotiating the steps safely.
 Under no circumstances shall gaps between service equipment, its sliding rails or
canopies and the aircraft allow persons or equipment to fall to the ramp below or
cause a person to slip or trip into the gap.
 When positioning equipment to doors, extra care shall be taken to avoid contacting
the wing root leading edge fairing that extends under the door.
 Protective rubber bumpers on equipment shall not be compressed against the
aircraft. A small gap of a maximum of 2 inches/5 cm shall be left between the
equipment and fuselage.

Part: 8
Issue: 05
Rev: 00
 During loading or unloading operations there may be vertical movement of an

aircraft. To allow adequate clearance for outward opening cabin doors, full allowance
shall be made for this movement when service equipment is positioned.
 Service equipment equipped with an auto-leveller or door sensor pad shall have it
engaged.
 The sliding rails and canopies of service equipment must be fully retracted during
positioning and fully extended once equipment is in position. These shall be placed to
prevent the fall of any person or of any material or object. Some sliding rails cannot
be positioned until the cabin door has been opened. In such cases, ground staff must
extend the sliding rails and lock these in position as soon as the cabin door has been
opened.
 As soon as service equipment is positioned at an aircraft, the stabilisers must be
selected to the fully down position and firmly grounded, so as to raise the weight of
the equipment off the wheels or castors.
 The cabin door opening process shall not be started until the steps are fully
positioned. Cabin doors can be opened safely from either inside or outside the
aircraft.

Part: 8
Issue: 05
Rev: 00
8.12 Fire Protection and Prevention

 Fire prevention is more important than firefighting; for this reason following procedures
shall be taken in to consideration:
 Smoking shall not be permitted on any apron areas or in any vehicles in apron;
 A “No Smoking” Sign/ Sticker shall be attached to all Ground Support Equipment.
 In case of fire occurs on a piece of Ground Support Equipment, it shall be controlled
utilizing either the apron extinguishers or extinguishers on the equipment;
 As soon as practical, the equipment shall be removed from the vicinity of the
aircraft.
 Equipment shall not be operated in the vicinity of a fuel spill;
 Personnel shall know the types of firefighting Equipment available and shall be
trained in their use;
 Any suspected or unknown fire shall be reported immediately to the supervisor in
charge.
 A fire extinguisher of suitable capacity and type according to applicable local
regulations shall be provided.
 Faults in electrical wiring shall be reported immediately.
 The wearing of boots with steel tips showing, steal heals or nails in soles shall be
prohibited.
 The location of fire-fighting equipment, fire alarms, emergency shut-offs, etc. shall
be known to the personnel.
 Access to the fire-fighting equipment, fire alarms, emergency shut-offs, etc. should
not be obstructed.
 If fire is discovered in a parked aircraft any persons on board shall be immediately
advised and evacuated.
 If possible, doors and hatches etc. on aircraft shall be closed.
 If fire occurs on the piece of ground support equipment, it should be controlled
utilizing either the apron extinguishers or on the equipment, as soon as practical,
the equipment shall be removed from the vicinity of the aircraft.
 Ground Support Equipment shall be equipped with fire extinguisher of suitable
capacity and type.

Part: 8
Issue: 05
Rev: 00

[Type text]
Part 9
Aircraft De-Anti-Icing
Part: 9
Issue: 05
Rev: 01
Aircraft De-Anti-Icing Date: 01 April 2018

Part: 9
Issue: 05
Rev: 01
All procedures and requirement are described in IAA De-/ Anti- Icing Procedure. (SQM-PR-106)

Part: 9
Issue: 05
Rev: 01

Part: 10
Issue: 05
Rev: 00
Aircraft Familiarization Date: 01 May 2017
Part 10
Aircraft Familiarization

Part: 10
Issue: 05
Rev: 00

Part: 10
Issue: 05
Rev: 00
Table of Contents
10.1 Aircraft Information............................................................................................................... 5
10.1.1 IAA Fleet .......................................................................................................................... 5
10.1.1.1 Fokker 100 ................................................................................................................ 5
10.1.1.2 Boeing 727 ................................................................................................................ 5
10.1.1.3 Boeing 737 ................................................................................................................ 5
10.1.1.3 Airbus 320 ................................................................................................................. 5
10.1.1.4 Airbus 340 ................................................................................................................. 5
10.1.1.5 ATR 72 ...................................................................................................................... 6
10.1.2 Boeing.............................................................................................................................. 6
10.1.2.1 Boeing 727-200 ......................................................................................................... 6
10.1.2.2 Boeing 737-400 ....................................................................................................... 12
10.1.3 Fokker 100 ..................................................................................................................... 16
10.1.3.1 Aircraft Doors- Sill Heights and Dimensions Fokker 100 with Airstair Door And
Downward Opening Cargo Hatches ...................................................................................... 16
10.1.3.2 Ground Servicing points location ............................................................................. 16
10.1.3.3 Aircraft Doors –Sill Heights and Dimensions............................................................ 17
10.1.3.4 General Aircraft System Servicing Specifications for Ground Support Equipment ... 17
10.1.3.5 Seat Maps for Fokker 100 ....................................................................................... 18
10.1.3.6 Load sheet and Trim sheet. FOKKER 100............................................................... 20
10.1.3.7 Sample of Electronic Load Sheets and Trim sheets- F100 ...................................... 21
10.1.3.8 LIR FOKKER 100 .................................................................................................... 22
10.1.4 Airbus............................................................................................................................. 23
10.1.4.1 Airbus 340-300 ........................................................................................................ 23
10.1.4.2 Airbus 320 ............................................................................................................... 28
10.1.5 ATR 72........................................................................................................................... 34
10.1.5.1 General Aircraft System Servicing Specifications For Support Equipment-ATR72... 34
10.1.5.2 Seat Map for ATR72 ................................................................................................ 34
10.1.5.3 LIR ─ ATR 72 .......................................................................................................... 35
10.1.5.4 Load sheet and Trim sheet. ATR 72 ........................................................................ 36
10.1.5.5 Sample of Electronic Load Sheets and Trim sheets- ATR 72 .................................. 37
10.2 Operating Of Aircraft Doors ............................................................................................... 38
10.2.1 Cabin Door Operations................................................................................................... 38
10.2.2 Cabin Door Opening–INSIDE......................................................................................... 38
10.2.3 Cabin Door Opening–OUTSIDE ..................................................................................... 38

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10.2.4 Cabin Door Closing ........................................................................................................ 39

10.2.5 Retracting Service Equipment from Cabin Doors ........................................................... 39
10.2.6 Re-opening of Cabin Doors ............................................................................................ 39
10.2.7 Main Deck, Cargo Doors and Lower Compartment Doors .............................................. 40
10.2.7.1 Responsibility .......................................................................................................... 40
10.2.7.2 Reopening Of Aircraft Doors.................................................................................... 40

Part: 10
Issue: 05
Rev: 00
10.1 Aircraft Information

10.1.1 IAA Fleet
10.1.1.1 Fokker 100
Seat
Aircraft CND
Available Registrations
Configuration Table No:
For Sale
ASG,ASI,ASQ,AS,ASJ,ASK,ASR,ASH,ASL,
109 104 4
ASE
107 102 ASU,ATB,ASX,ASZ 3
99 94 ATC 8
99 94 ATF,ATD,ATE,ATG 6
10.1.1.2 Boeing 727

Seat
Aircraft CND
For Sale
169 164 EP-ASA ,EP-ASB, EP-ASD 5
10.1.1.3 Boeing 737

Seat
Aircraft CND
For Sale
128/16 127/12 EP-APO, EP-APP 16/17
10.1.1.3 Airbus 320

Seat
Aircraft CND
Available For Registrations
Sale
12/138 9/136 EP-APE, EP-APF 14/15
10/138 07/136 EP-APG 13
10.1.1.4 Airbus 340

Seat
Aircraft CND
Available For Registrations
Sale
12/138 9/136 EP-APE, EP-APF 14/15
10/138 07/136 EP-APG 13

Part: 10
Issue: 05
Rev: 00
10.1.1.5 ATR 72
Aircraft Seat Available Registrations CND

Configuration For Sale Table No:
66 60 EP-ATU, EP-ATZ,EP-ATH 1
10.1.2 Boeing
10.1.2.1 Boeing 727-200
10.1.2.1.1 Aircraft Doors- sill Heights and Dimensions

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10.1.2.1.2 Ground Servicing Points Location
10.1.2.1.3 Boeing 727-200 Seat Map

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10.1.2.1.4 Boeing 727 Load sheet.

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10.1.2.1.5 Sample of Electronic Load Sheets and Trim sheets-B-727

Part: 10
Issue: 05
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10.1.2.1.6 Trim sheet Boeing 727-200

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10.1.2.1.7 LIR. Boeing 727-200

Part: 10
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10.1.2.2 Boeing 737-400
10.1.2.2.2 General Aircraft System Servicing Specifications Ground Support Equipment for
B737-400

Part: 10
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10.1.2.2.3 Seat Map –Boeing 737-400

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10.1.2.2.4 Trim sheet. Boeing 737-400

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10.1.2.2.5 Loadsheet –Boeing 737-400

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10.1.3 Fokker 100
10.1.3.1 Aircraft Doors- Sill Heights and Dimensions Fokker 100 with Airstair Door And
Downward Opening Cargo Hatches
10.1.3.2 Ground Servicing points location

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10.1.3.3 Aircraft Doors –Sill Heights and Dimensions
10.1.3.4 General Aircraft System Servicing Specifications for Ground Support Equipment

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10.1.3.5 Seat Maps for Fokker 100
10.1.3.5.1 F100- Version A
10.1.3.5.2 F100- Version B
10.1.3.5.3 F100- Version C

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10.1.3.5.4 F100- Version D
10.1.3.5.5 F100- Version D1

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10.1.3.6 Load sheet and Trim sheet. FOKKER 100

Part: 10
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10.1.3.7 Sample of Electronic Load Sheets and Trim sheets- F100

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10.1.3.8 LIR FOKKER 100

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Rev: 00
10.1.4 Airbus
10.1.4.1 Airbus 340-300
10.1.4.1.1 Sill Heights and Dimensions

Part: 10
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10.1.4.1.2 Ground Servicing Location
10.1.4.1.3 General Aircraft System Servicing Specifications for Ground Support Equipment
–A340-300

Part: 10
Issue: 05
Rev: 00
10.1.4.1.4 Seat Map for Airbus 340-300

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Rev: 00
10.1.4.1.5 Load sheet and Trim sheet. AIRBUS 340 -311

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10.1.4.1.6 LIR ─ AIRBUS 340 -311

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10.1.4.2 Airbus 320

10.1.4.2.1 Doors –Sill Heights and dimensions A320
 Model 100

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 Model 200

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10.1.4.2.3 Ground aircraft System servicing Specifications for Ground Support Equipment –
A320

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10.1.4.2.4 Seat Mapfor –A320

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10.1.4.2.5 Load sheet and Trim sheet. AIRBUS 320-231

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Issue: 05
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10.1.5 ATR 72
10.1.5.1 General Aircraft System Servicing Specifications For Support Equipment-ATR72
10.1.5.2 Seat Map for ATR72

Part: 10
Issue: 05
Rev: 00
10.1.5.3 LIR ─ ATR 72

Part: 10
Issue: 05
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10.1.5.4 Load sheet and Trim sheet. ATR 72

Part: 10
Issue: 05
Rev: 00
10.1.5.5 Sample of Electronic Load Sheets and Trim sheets- ATR 72

Part: 10
Issue: 05
Rev: 00
10.2 Operating Of Aircraft Doors

10.2.1 Cabin Door Operations
 No cabin door (the door that allows external access to the passenger cabin) shall be
opened, closed or left open without ground equipment or appropriate fall protection in
place. To ensure safe operation, avoid damage and prevent falls, only trained personnel
shall operate cabin doors.
 A single strap is unsafe and does not meet this criteria.
10.2.2 Cabin Door Opening–INSIDE

 When doors are required to be opened from inside the aircraft, confirmation that equipment
is in position, in the form of two knocks by hand on the outside of the door, shall be given.
 Cabin crew shall give a slow count of 10 to allow ground staff time to retreat to a safe
position before doors are opened.
 Unauthorized operation of the cabin doors can result in deployment of the emergency
escape slides, causing serious injury to personnel, damage to aircraft etc.
 A member of the Cabin Crew shall check that the steps or loading bridge are correctly
positioned and both guardrails are extended before passengers embark or disembark.
 If ground staff have knocked twice on the cabin door and there is no response from cabin
crew, the following procedure must be followed:
 A slow count of 10 should be made and then the above procedure must be repeated.
 If still no response is received, ground staff trained and authorised in cabin door operation
may then approach the cabin door with caution and open the door from the outside
according to approved and trained procedures.
10.2.3 Cabin Door Opening–OUTSIDE

 When doors are opened from the outside, the ground staff shall ensure that the passenger
loading bridge or platform is securely in place.
 Two knocks shall be given to indicate to the cabin crew that the door is required to be
opened. Cabin Crew shall provide confirmation to the ground staff to give permission to
open the door by giving a thumbs up signal.
 The ground staff member shall allow the Cabin Crew sufficient time to step away from the
door. If applicable, prior to fully opening the door, the ground staff shall ensure that the
escape slide is disarmed and aircraft depressurised.

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 If ground staff have knocked twice on the cabin door and there is no response from cabin
crew, ground staff trained and authorised in cabin door operation may then approach the
cabin door with caution and open the door from the outside according to approved and
trained procedures.
10.2.4 Cabin Door Closing

 Before closing the cabin door, ground staff should look out for any possible obstructions
around the door area that may hinder the closure of the door.
 In order to preclude the possibility of injury to cabin crew or ground staff while closing
doors, where it is reasonably practicable to do so, assistance from outside the aircraft
MUST always be given in the initial closing of cabin doors.
 Staff shall not step out of the aircraft cabin during the door closing procedure.
 Ground staff shall not leave the vicinity of the cabin door until it is fully closed, seated in the
recess and the handle is stowed.
10.2.5 Retracting Service Equipment from Cabin Doors

No operators shall attempt to lower a platform or remove service equipment positioned to cabin
doors without first ensuring the door is fully closed, seated in the recess and the handle is stowed.
Equipment stabilizers shall not be retracted in advance of the cabin door being fully closed.
Before retracting service equipment, check to ensure the maneuvering area is clear of all
obstructions and personnel. The service equipment should be retracted to its approved parking
position and the shutter/doors closed (if fitted).
After removing service equipment, check the aircraft door and fuselage for damage. Any damage
must be reported to, checked and cleared by a qualified ground engineer before departure.
Any person who discovers that ground equipment has been incorrectly removed from the aircraft
with the cabin door left open, shall guard the area to prevent persons falling. No attempt shall be
made to close the cabin door until ground equipment has been put into place.
10.2.6 Re-opening of Cabin Doors

 Cabin crew require cabin door to be re-opened:
 Flight crew will contact the ground staff to request re-opening of the doors.
 Ground staff and cabin crew must then follow the correct door opening procedure.
 Ground staff require cabin door to be re-opened:

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 Irrespective whether service equipment has been removed, ground staff shall contact the
flight crew. All ground staff and cabin crew shall then follow the procedures within this
policy.
 If the steps/passenger loading bridge are still in place, ground staff will follow the correct
door opening procedures.
10.2.7 Main Deck, Cargo Doors and Lower Compartment Doors

10.2.7.1 Responsibility
Main deck, cargo doors and lower compartment doors shall normally be operated by the ground
staff.
10.2.7.2 Reopening Of Aircraft Doors

Once all the doors have been closed for departure, no attempt shall be made to re-open any door
without the specific authority of the aircraft commander.

Part: 11
Issue: 05
Rev: 00
Passenger with Reduced Mobility Date: 01 May 2017
11

Part: 11
Issue: 05
Rev: 00

Part: 11
Issue: 05
Rev: 00
Table of Contents
11.1 Definitions ............................................................................................................................. 7
11.2 General Information............................................................................................................. 8
11.3 Categories ............................................................................................................................. 9
11.3.1 Passenger Requiring Special Assistance ........................................................................ 9
11.3.1.1 Assistance to Persons with Reduced Mobility (PRM) ...........................................10
11.3.2 Medical Case ......................................................................................................................11
11.4 Passengers Not Requiring a Medical Clearance (NON-MEDA) ................................. 12
11.5 Medical Clearance Required (MEDA) ............................................................................. 13
11.5.1 Booking..............................................................................................................................14
11.5.2 Boarding ..............................................................................................................................14
11.5.3 Failure to Board and Disembarkation En-route.............................................................14
11.5.4 Arrival and Transit..............................................................................................................14
11.6 Acceptance.......................................................................................................................... 15
11.6.1 General ................................................................................................................................15
11.6.2 Exceptions...........................................................................................................................15
11.7 Check-in Procedures for Passenger with Reduced Mobility..................................... 16
11.8 Flow of Information and Reservation Procedures....................................................... 17
11.8.1 Submission for each of information.................................................................................17
11.8.2 Medical Information Form (MEDIF).................................................................................17
11.9 Medical Certificate ............................................................................................................. 19
11.10 Ticketing ............................................................................................................................ 20
11.11 Seating ............................................................................................................................... 21
11.11.1 General rules ....................................................................................................................21
11.11.2 Criteria for Assigning Seats............................................................................................21
11.11.3 Restrictions and Seat Assignment ................................................................................22
11.12 Handling on the Ground and in Flight ......................................................................... 23
11.12.2 Procedures........................................................................................................................23
11.12.3 Availability of Wheelchairs and/or Assistive Devices .................................................23

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11.12.3.1 Wheelchairs...............................................................................................................23
11.12.3.2 Other Assistive Devices...........................................................................................24
11.12.3.3 Stretchers...................................................................................................................24
11.13 Boarding, Briefing and Disembarking Incapacitated Passengers ......................... 25
11.13.1 Boarding ............................................................................................................................25
11.13.2 Briefing...............................................................................................................................25
11.13.3 Disembarking....................................................................................................................25
11.14 Loading of Incapacitated Passenger's Special Equipment ..................................... 26
11.15 Action upon Refusal or Removal of Passengers with Reduced Mobility ............. 27
11.16 MEDA Passengers Requiring Oxygen Therapy OXYG ............................................. 28
11.16.1 Definition ...........................................................................................................................28
11.16.2 General Information.........................................................................................................28
11.16.3 Requirement of Medical Information Form (MEDIF) ..................................................28
11.16.4 Payment of Supplement for OXYG Service.................................................................28
11.16.4.1 NON STCR/ OXYG passenger ..............................................................................28
11.16.4.2 STCR/ OXYG passenger ........................................................................................28
11.16.5 OXYG Equipment Booking.............................................................................................29
11.16.6 Flight Pre-coordination....................................................................................................29
11.16.7 Check-in ............................................................................................................................29
11.16.8 Restrictions and Seat Allocation....................................................................................31
11.16.9 Boarding ............................................................................................................................32
11.16.10 Failure to Board and Disembarkation En-route.........................................................32
11.16.11 Disembarkation ..............................................................................................................32
11.17 Stretcher-Bound MEDA Passengers (STCR)............................................................. 33
11.17.1 Definition ...........................................................................................................................33
11.17.3 Medical Information Form (MEDIF)...............................................................................33
11.17.4 Supplement for Stretcher Service .................................................................................34
11.17.5 Booking..............................................................................................................................34
11.17.6 Bodies Managing the Stretcher Service.......................................................................34
11.17.7 Flight Pre-coordination....................................................................................................34

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11.17.8 Check-in ............................................................................................................................35

11.17.9 Restrictions and Seat Allocation....................................................................................36
11.17.10 Boarding..........................................................................................................................37
11.17.11 Failure to Board and Disembarkation En-route.........................................................37
11.17.12 Arrival...............................................................................................................................37
11.18 Pregnant MEDA Passengers (PREG) .......................................................................... 38
11.18.2 Check-in ............................................................................................................................40
11.18.3 Failure to Board and Disembarkation En-route...........................................................41
11.19 Passengers Suffering From Particular Mental Conditions-MEDA.......................... 42
11.19.1 Group of Handicapped Passenger................................................................................42
11.19.1.1 Charter Flight.............................................................................................................42
11.20 PRM Categories in Case of Aircraft Evacuation ........................................................ 43
11.20.1 Ambulatory Passengers..................................................................................................43
11.20.1.1 Seat Assignment Criteria for Ambulatory Passengers .......................................43
11.20.1.2 Exceptions for Passengers with an Arm or leg Cast...........................................43
11.20.2 Non Ambulatory Passengers .........................................................................................44
11.20.2.1 NON SELF SUFFICIENT MEDA............................................................................44
11.20.2.2 Seat Assignment Criteria for Non -Ambulatory Passengers..............................44
11.21 Max Number of PRM Passenger in Different Types of Aircraft............................... 45
11.21.1 Max Number of PRM Accepted Versus Extra Cabin Crew Required ......................45
11.22 Escort Requirement......................................................................................................... 46
11.23 Wheelchair Check-in ....................................................................................................... 47
11.23.1 Dry Cell Battery Powered Wheelchairs or WCBD ......................................................47
11.23.2 Manual Power Folding Wheelchairs-WCMP ...............................................................47
11.23.3 Wet Cell Battery Wheelchairs-WCBW..........................................................................47

Part: 11
Issue: 05
Rev: 00

Part: 11
Issue: 05
Rev: 00
11.1 Definitions
 PRM passengers are those passengers whose mobility is reduced due to physical
disability (locomotory or sensory or) intellectual impairment, age, illness, or any other
causes of disability and who needs some degree of special accommodation or
assistance over and above that provided to other passengers. This requirement will
become apparent from special requests made by the passengers and/ or industry their
family or by the medical authority, reported by airline personnel or industry associated
persons (Travel agent, etc.). The level of assistance required by the airport and/or the
IAA is very depending on the deferent needs that people have when traveling by air.
 And also passengers with reduced mobility may include small children, elderly people,
people who have sustained injuries.

Part: 11
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Rev: 00
11.2 General Information

 PRM passengers require special assistance on the part of ground staff at the station
and, generally, the carrying out of specific actions as well as the provision of special
services/equipment, both on the ground and on board during the flight.
 The station shall therefore identify any such passengers arriving, in transit or in
connection with the pre-coordination stage of the flight, so that the required steps
may be taken.
 These passengers shall be limited in number per flight,
 For certain kind of disability can have escort, may be traveling on their own or in
group.
Note: The escort is a person able to assist the PRM during the stages of the journey
and in the event of emergency evacuation of the aircraft and shall be assigned to the
escort seats near the PRM.
 The restrictions for single PRM are cumulative with those one for passengers in
group.
 5 or more passengers organized and booked with the same PNR are considered
a group. Therefore, for group up to 4 passengers the regulations for single
passengers should be applied.
 For transportation of PRM passengers on the carriers with whom Iran Aseman
Airlines has an agreement, the Stations shall comply with the instructions sent to
the network time by time.
 For specific requests, such as the installation a board of special medical equipment,
the booking offices shall send the request for authorization to Reservation Control,
who in collaboration with the Technical /Operative Departments Will assess whether
transportation is possible.

Part: 11
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11.3 Categories
 Passengers with reduced mobility are categorized into various groups distinguished by:
Passenger requiring special assistance
Medical case.
These are identified in IAA message by AIRIMP codes.
11.3.1 Passenger Requiring Special Assistance

BLND (Blind Passenger) specify if accompanied by service animal
DEAF (Deaf Passenger) specify if accompanied by service animal
DPNA disabled passengers with intellectual or developmental disability needing assistance
(specify details)
MAAS meet and assist (specify details)
SP (special needs passenger) to be optionally entered after the passenger’s name on the
ticket.
WCHR (wheelchair –R for Ramp) passenger can ascend/descends steps and make own
way to/ from cabin seat but requires wheelchair for distance to/from aircraft, i.e. across ramp,
finger dock as applicable. When service animal is accompanying passenger, specify the type
of animal in free text of SSR item.
WCHS (wheelchair –S for steps) passenger cannot ascend /descend steps, but is able to
make own way to/ from cabin seat; requires wheelchair for distance to/ from aircraft or
mobile lounge and shall be carried up/down steps. When service animal is accompanying
passenger, specify the type of animal in free text of SSR item.
WCHC (wheelchair-C for cabin seat) passenger completely immobile; requires wheelchair
to/from aircraft/mobile lounge and shall be carried up/down steps and to/from cabin seat.
When service animal is accompanying passenger, specify the type of animal in free text of
SSR item.
WCHB wheelchair lithium ion battery to be transported by a passenger which will require
advance notification/preparation. Weight and dimensions may be specified. Wheelchair and
battery shall be claimed and rechecked at each interline transfer point.
Note: Passengers have to inform their travel agency or airline of their particular needs for
assistance at least 48 hours before the published time of departure of the flight.

Part: 11
Issue: 05
Rev: 00
11.3.1.1 Assistance to Persons with Reduced Mobility (PRM)
PRM Category Characteristics Assistance
Passenger who can walk up and down stairs and move about in an
WCHR aircraft cabin, but who requires a wheelchair or other means for He passenger will be accompanied. For
movements between the aircraft and the terminal, in the terminal long walking distances a wheelchair will
(wheelchair – ramp) and between arrival and departure points on the city side of the be offered.
terminal.
Passenger who cannot walk up or down stairs, but The passenger will be accompanied. For
WCHS long walking distances a wheelchair will
who can move about in an aircraft cabin and requires a wheelchair be offered. Assistance with an ambulift
to move between the aircraft and the terminal, in the terminal and will be provided for level entry boarding
(wheelchair – steps)
between arrival and departure points on the city side of the terminal. and deboarding.
This category covers a wide range of passengers. It includes those

who are completely immobile, who can
move about only with the help of a wheelchair or any other means
and who requires assistance at all times
WCHC from arrival at the airport to seating in the aircraft or, if necessary, in The passenger will be accompanied.
a special seat fitted to their specific
Passenger needs a wheelchair and
(wheelchair – cabin special aids e.g. ambulift and / or
needs, the process being inverted at arrival. This
seat) boarding/aisle chair.
category also includes passengers with a disability only affecting the
lower limbs who require assistance to embark and disembark and to
move inside the aircraft cabin but who are otherwise self - sufficient
and can move about independently in their own wheelchair at the
airport. Specifying the level of autonomy at the time of booking will
avoid the provision of inappropriate assistance.
Blind or visually impaired passenger. (only if assistance is The passenger will be
BLND expressly requested and prior notification is given) accompanied. Individual needs
will be respected. On request a
(blind passenger) lub car will be provided.
The passenger will be accompanied.

DEAF Individual needs will be respected. At
Passenger who is deaf or hard of hearing or a passenger the airport mobility counter the
(deaf passenger) who is deaf without speech. passenger may request help from
specially trained staff in sign
language.
BLND/DEAF Blind and deaf passenger, who can move only with the help of an
Individual needs of the passenger
accompanying person.
and the accompanying person will be
(blind& deaf respected.
passenger)
Disabled Passenger with intellectual or developmental disability
Needing Assistance.
DPNA
learning difficulties, dementia,
The Passenger will be
(disabled accompanied. Individual needs
passenger Alzheimer’s or Down’s syndrome who travel alone and will need
will be respected.
needing ground assistance.
assistance)

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11.3.2 Medical Case

LEGL (leg in cast) for passengers with a left leg in a full cast or fused knee, (only to be used
in conjunction with SSR code MEDA)
LEGR (leg in cast) for passengers with a Right leg in a full cast or fused knee, (only to be
used in conjunction with SSR code MEDA)
LEGB (leg in cast) for passengers with both legs in a full cast or fused knee, (only to be
used in conjunction with SSR code MEDA)
MEDA (Medical case) IAA medical clearance may be required. Generally not to be used for
passengers with reduced mobility who only require special assistance or handling. However
depending on the reason for reduced mobility, it may be necessary to have a medical
clearance in some cases.
OXYG (Oxygen) for passengers traveling either seated or on a stretcher, needing oxygen
during the flight (only to be used in conjunction with SSR code MEDA)
STCR (Stretcher Passenger).

Part: 11
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Rev: 00
11.4 Passengers Not Requiring a Medical Clearance (NON-MEDA)

The NON-MEDA passengers are those who, suffering from particular physical conditions, do
not required the Medical Clearance but need special assistance in the airport and /or in
embarking/disembarking and /or on board.
No medical clearance or form is required for this kind of passenger who only required special
assistance in the airport, or in embarking/disembarking
The NON-MEDA passengers are divided as follows:
WCHR, WCHS, WCHC, BLND, DEAF, BLND/DEAF, and PREG (passengers who are not
in the last four weeks of pregnancy and whose pregnancy does not present medical
complications).
Note: if above passengers, besides their peculiar disability, are also suffering from the
particular physical and/or mental conditions described for MEDA passengers, they shall fill in
total MEDIF.

Part: 11
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Rev: 00
11.5 Medical Clearance Required (MEDA)

 MEDA passengers are those who, suffering from particular physical and/or mental
conditions, are required to have medical clearance for the aircraft journey.
 Medical clearance form is required whenever IAA received information that any
passenger :
 Suffer from any disease which is believed by IAA to be communicable in the course
of air travel ,
 Who, because of certain disease, or disability may have or develop an unusual
behavior or physical condition, or materially affect the comfort of the passenger or
other crew,
 Can be considered to be a potential hazard to the safety of the flight or the
punctuality thereof(including the possibility of a diversion of the flight and
unscheduled landing),
 Would require medical attention and/or special equipment to maintain their health
during the flight
 Might have their medical condition aggrieved during or because of the flight
 Such passenger shall be subject to prior clearance for air travel by the medical
departments/advisors of all carrying members, on the basis of information in respect
of their physical and/or mental condition, obtained by IAA through its medical
department directly or through a licensed physician familiar with the condition of the
passenger. In order to obtain such clearance medical information shall be provided
and transmitted when seats are requested on the flight of another airline.
 IAA can deny transportation to passengers needing medical clearance, unless they
meet the requirements of IAA.
The MEDIF shall not be filled in prior to 3 days for international and 2 days for domestic flight
before departure.
 MEDA passengers are categorized as follows:
 OXYG,
 STCR,
 MEDA,
 PREG (passengers in the last four weeks of pregnancy or whose pregnancy presents
medical complications);
Note: The MEDIF data shall not be given to unauthorized parties.

Part: 11
Issue: 05
Rev: 00
11.5.1 Booking
For interline flights; always check that the other carriers have agreed to transport the MEDA
passenger before confirming the booking.
If self-sufficient, the passenger need not escort.
11.5.2 Boarding
The Flight Captain shall be informed sufficiently in advance of the presence of the MEDA
passenger on board.
The MEDA passenger and any person accompanying him /her shall board before other
passengers so that they may settle on board comfortably and so that the cabin crew may
give them a demonstration of emergency procedures. This demonstration is obligatory.
11.5.3 Failure to Board and Disembarkation En-route

In the case of no-show, denied boarding or the need to disembark the MEDA passenger at a
station en-route, information of the fact shall immediately be sent to:
 All the stations on the MEDA passenger's route;
 Airport Services Dept., Central Station, Medical Dept. and Operation Dept.
The reasons leading to the decision shall be specified in the Telex / Fax / E-mail/Other
11.5.4 Arrival and Transit

At the destination station, unless exceptional circumstances occur, the MEDA passenger
and his/ her escort should disembark after the other passengers.
During transit the MEDA passenger and his/her escort should be allowed to remain on board
unless forbidden for security reasons.

Part: 11
Issue: 05
Rev: 00
11.6 Acceptance
11.6.1 General
In case of interline carriage members participating in the transportation shall be specifically
agreed to participate in the carriage of such passenger.
11.6.2 Exceptions
 IAA refuse to carry or continue to carry person:
 Whose carriage because of their physical or medical conditions, on the basis of
established facts, could pose a threat to the safety of other passengers and their
property, the aircraft or crew, and/ or
 Who refuse to, or do not submit themselves to the specific conditions of carriage to meet
safety requirements established by international, Iran law.
 IAA refuse to engage in interline transactions for carriage, or commence/ continue
interline transportation of disabled person:
 Whose conduct, status, mental or physical condition is determined to be such as to
render them incapable of assisting in their evacuation of the aircraft (e.g. persons
traveling in a stretcher or incubator, persons with sever mobility impairment, persons
with sever hearing and vision impairment) unless they are accompanied by the escort
who will be responsible for them and their needs on enplaning and deplaning during
flight, and during emergency evacuation,
 Who may be a source of infection, in the case of certain disease of public health
significance.
 Whose carriage, even with the implementation of special precautions, might cause
unusual hazard or risk to themselves or other persons and property,
 Who cannot use the standard IAA seat, either in a sitting nor reclining position, e.g.
stretcher case, for the class of service desired.

Part: 11
Issue: 05
Rev: 00
11.7 Check-in Procedures for Passenger with Reduced Mobility

 Check that the passenger possesses a flight ticket on which the SP (Special
Passenger) code appears in the " Passenger Name" Box
 Check that the passenger possesses a correctly filled in valid health clearance
MEDIF form and attach the form to the ticket.
 Should medical clearance be required , check that the date on the MEDIF is valid
and that the form is filled-in, in all its parts and signed both by the passenger and by
his/her doctor or a doctor appointed by IAA, or check that the passenger possesses
a valid FREMEC card;
 Check-in the passenger entering the ".INFOMEDA" code.
 the automatic entering of the information in the PSM (Passenger Service
Message ) which , at takeoff , will be automatically sent to all stations en-route
and to the final destination station so that all required actions may be taken;
 the automatic entering of the passenger's name into the special passenger list
Supervisor;
 That the MEDA code is automatically printed on the boarding pass.
 At non-automated stations the check-in staff/agent shall:
 sent the PSM manually and the Telex/Fax/E-mail/Other available means
message shall contain:
o name of the passenger ;
o code for the category of passenger;
o the passenger's entire flight route, specifying the transit/ connection stations;
o the carriers, the flight numbers and the dates;
o requests for the necessary assistance or equipment;
 write the MEDA code in the appropriate box on the boarding pass;
o Allocate the seats as mentioned.
o Hand out the boarding pass ;
o Inform the Captain sufficiently in advance of the presence on board of the
MEDA passenger.

Part: 11
Issue: 05
Rev: 00
11.8 Flow of Information and Reservation Procedures

11.8.1 Submission for each of information
 Information sheet for passengers requiring Special Assistance (either printed on
paper or displayed in an automated system) containing all information, in the same
sequence, on the assistance required by the passenger, shall be completed by the
selling office in to the passenger ticket. This procedure will not apply to passengers
whose only disablement is blindness or deafness.
 Where clearance by the medical department/advisors is required, medical
information (MEDIF) or similar form providing the same medical information on the
passenger, and in the same sequence, shall be completed by the attending
physician. The MEDIF shall then be returned to the designated office of the member
in contact with the passenger for onward transmission of data to the booking IAA
Reservations office, which in turn will transmit the data to each carrying member’s
reservations office, in accordance with ATA/IATA reservations interline massage
procedures passenger (AIRIMP), for clearance with its medical department/advisor.
The data in MEDIF shall not be divulged to unauthorized parties.
11.8.2 Medical Information Form (MEDIF)

 MEDIF is used for providing confidential information of passengers requiring special
assistance. This information enables IAA Medical Centre to assess fitness of the
passenger for air travel and to determine the Use of medical equipment during travel
e.g. stretcher, incubator, ventilator etc. It is therefore necessary that Information
required on MEDIF needs to be completely filled out.
 MEDIF form is required for each passenger:
 For which fitness to travel is in doubt. As evidenced by a recent instability, disease,
treatment, or operation or other conditions
 Whose medical condition requires provision of special services, such as a stretcher,
oxygen, and other medical assistance or the carriage of special medical equipment.
 And also it is required for the following passengers:
 Passengers planning to use medical oxygen cylinders or special medical
equipment are required to provide a medical certificate (MEDIF).
 Passengers requiring an Oxygen Cylinder
 Passengers requiring Portable Oxygen Concentrator (POC) and/or other medical
devices on board.

Part: 11
Issue: 05
Rev: 00
 Passengers requiring a stretcher or an incubator

 Passengers whose medical conditions may suddenly change
 Passengers whose recent illness, injury or surgery may be affected by air travel.
 For pregnant passengers who are within 28 days of their due date.
MEDA passenger shall always fill in pages 1 and 3 of the MEDIF form.
 The MEDIF shall not be filled-in prior to 3 days for international and 2 days for
domestic flight before departure.
 IAA may in any case require a medical clearance form whenever it is considered
necessary.
 Any expenses for temporary hospitalization or ambulance transportation are borne by
the passenger.

Part: 11
Issue: 05
Rev: 00
11.9 Medical Certificate

A Medical Certificate is required from a qualified doctor for the following.
MEDIF is NOT required.
 Beginning of 29th week up to 32nd week of single uncomplicated pregnancy
 Controlled Diabetic passengers on insulin injections
 Passengers having recent leg fracture with a HALF PLASTER CAST ( i. e. boot type
– applied below the knee)
 In case of any recent communicable or infectious ailment. The certificate shall state
whether the passenger is fit or unfit to air travel and should include precautionary
measure/ s if necessary.
 Passengers using portable kidney dialysis machines and/ or any medical equipment
onboard provided the medical condition is stable and to make advance notice at
least 48 hours prior to the date of travel.
 Medical Certificate shall be dated within 10 days of the flight date.

Part: 11
Issue: 05
Rev: 00
11.10 Ticketing
 In order to ensure ticketing and ground handling staff are alerted at all stages to the
special procedures and arrangements made for the passenger, special purpose code
(SP) should be used to follow the passenger’s name in the “Name of Passenger”
box of the ticket or other document.
 Passenger with reduced mobility escorts shall always be ticketed separately.

Part: 11
Issue: 05
Rev: 00
11.11 Seating
Passengers with reduced mobility, as well as their escorts, shall be assigned specific
seats which will facilitate boarding and disembarkation and will minimize inconvenience
to the disabled passenger and maximize the scope for Cabin Crew assistance.
11.11.1 General rules

Passengers with reduced mobility shall not normally be restricted to any particular cabin
or seating areas.
Passengers with reduced mobility shall not allocated, neither occupy, seats where their
presence could impede the emergency evacuation.
Seats next to the exits shall not be allocated to the following groups of passengers:
 Seats next to the exits shall not be allocated to passengers with reduced mobility
(PRM),
 Passengers who are physically or mentally handicapped to the extent that they
would have difficulty in moving quickly if asked to be so (invalids – disabled – elderly
or frail) ,
 A person whose eye sight or hearing is impaired to the extent that he might not
readily become aware of instructions given to begin evacuation the airplane , Blind
Passengers shall be seated by the door that entered – by, but not in restricted seats
Note: Handicapped passenger shall be seated as close to emergency exit seats as

the limitations allow.
11.11.2 Criteria for Assigning Seats

 When assigning seats, following criteria shall be take into consideration:
 Passengers with mobility problems shall be seated so as not to impede rapid
evacuation of the aircraft. Where possible, they shall be accommodated near to
toilets and to floor level exits provided with chutes;
 If crutches, canes and similar walking aids are stored in a special location in the
cabin, the users of such aids should be assigned seat nearby, to permit quick access
to the aids when needed.

Part: 11
Issue: 05
Rev: 00
 Passenger with stiff legs, fractured legs in plaster, paraplegics, etc. should be
accommodated in seats allowing the maximum space for their comfort, or space for
leg support devices with the least possible disturbance to passengers in the adjacent
seats. limbs in plaster casts should not obstruct the aisle or emergency exit;
 Persons with a disability affecting only one side of their body (hemiplegics, artificial
limb, arm or leg in cast, splint or brace, etc.) should be seated in an aisle seat with
unaffected side of their body towards the aisle; this will facilitate their mobility in
cases of emergency.
11.11.3 Restrictions and Seat Assignment

 To ensure that PRM passengers can evacuate the aircraft quickly and safely, without
slowing down the whole process if this should be necessary the following rules apply:
 Each flight can only transport a limited number or PRM passengers;
 These passengers shall be allocated suitable seats ;
 The total number of PRM passengers on board shall not be exceed the total
number of able bodied persons;
 The limit to the number of PRM passengers does not change whether if they are
traveling singly or in group;
 Five or more persons organized and booked on the same PNR are considered a
group; rules for individual travelers apply for up to and including four persons;
 Some categories of PRM passengers shall be accompanied ;
 The person accompanying a PRM passenger shall be able to assist him/her
during the flight and in the event of an emergency evacuation. In order to apply
these conditions PRM passengers are divided into Ambulatory Passengers and
non Ambulatory Passengers.

Part: 11
Issue: 05
Rev: 00
11.12 Handling on the Ground and in Flight

11.12.1 Equipment
 Following equipment shall be available for handling of incapacitated passenger:
 Wheelchair
 Lifting services
 Any other specialized equipment to support incapacitated passenger
11.12.2 Procedures
 Verification of incapacitated passengers at time of check-in
 Check-in staff should be alerted by the special purpose code(SP) on the passenger
ticket
 Check-in staff shall verify all provisions required for assistance and carriages of
incapacitated passenger are available.
 When it is discovered at check-in that incapacitated passengers have not the met the
requirements, IAA or Handling Agent shall endeavor to make arrangements to fulfill
them without delaying the flight.
 When time and circumstances do not permit arrangement to be done, the passenger
may be permitted to travel if in the option of the passenger and IAA/Handling Agent,
the passenger is able to adequately care for him/her self during the flight.
11.12.3 Availability of Wheelchairs and/or Assistive Devices

11.12.3.1 Wheelchairs
 IAA and /or Handling Agent shall endeavourer to make available at all stations,
wheelchairs for boarding /disembarking purposes and within airport facilities, before
departure , during intermediate stops and on arrival
 IAA and /or Handling Agent shall endeavor not to restrict the movement of
incapacitated passengers within the airport.
Passengers who intend to check-in their own wheelchair shall be given the option of using a
station/ airport wheelchair. If the passengers prefer to use their own wheelchair within the
airport, they should be permitted to use it up to the aircraft door.

Part: 11
Issue: 05
Rev: 00
11.12.3.2 Other Assistive Devices

To board/ disembark passengers with physical disabilities not traveling on stretchers, IAA
and /or Handling Agent shall endeavourer to have available narrow wheelchair-type devices,
without armrests, that can be moved about in passenger cabin.
11.12.3.3 Stretchers
IAA and/ or Handling Agent shall endeavourer to make stretchers and associated
equipment, e.g. blankets, pillows, sheets, nursing materials and privacy curtains, available
for passengers who cannot use the standard IAA seat in sitting or reclining position for the
class of service desired.

Part: 11
Issue: 05
Rev: 00
11.13 Boarding, Briefing and Disembarking Incapacitated Passengers

11.13.1 Boarding
 As a general rule, unless exceptional circumstances occur PRM should be board,
together with their escort, before other passengers.
Passengers with reduced mobility or sensory disabilities shall be boarded before
other passengers so as to allow cabin crew members to give them a demonstration
of security procedures and to allow the passengers to individuate the position of their
seats with respect to the emergency exits while the aircraft is still empty.
 Should advance boarding not be possible, alternative solutions shall be found, in
collaboration with cabin crew members, whereby the demonstration of emergency
procedures is still carried out and flight punctuality is respected.
11.13.2 Briefing
 Before take-off, certain types of incapacitated passengers and their escorts shall:
 Be individually briefed on emergency procedures, cabin layout and specialized
equipment.
 Be given a brief demonstration of emergency procedures by the crew.
Blind passengers may be briefed verbally.
11.13.3 Disembarking
 Disembark last, in order not to obstruct disembarkation of other passengers.
 Upon arrival, unless exceptional circumstances occur, PRM passengers shall be
disembarked after other passengers and the wheelchairs shall be ready at aircraft, if
required.
Note 1: If passengers for any reason have to be offloaded, the highest possible priority for
transportation should be given to incapacitated passengers, and to their escorts.
Note 2: For transportation of PRM passengers on the Carriers who have an agreement with
Iran Aseman Airlines, the stations shall comply with the instructions sent to them, time by
time.

Part: 11
Issue: 05
Rev: 00
11.14 Loading of Incapacitated Passenger's Special Equipment

 Special equipment required by incapacitated passengers in connection with their trip,
if not carried in the passenger cabin, shall be loaded in baggage holds where it is
easily accessible for timely return to the passenger, such items shall be:
 Properly identified and tagged
 Always travel with the passenger
 Loaded in such a way as to be readily and immediately available at transfer and
destination points.
 If the passenger has his/her own wheelchair, it will be checked as baggage and
transported in cargo compartment free of charge i.e beyond his/her normal baggage
allowance.
 All wheelchairs, in particular those which are battery powered, shall be handled with
utmost care to prevent damage.
When loading mobility aids: last in first out.

Part: 11
Issue: 05
Rev: 00
11.15 Action upon Refusal or Removal of Passengers with Reduced Mobility

 The handling agent is responsible to check and report to the IAA supervisor when
passenger :
 Refuses to submit himself/herself or his/her baggage control.
 Refuses to obey, safety rules or instructions of the IAA.
 Appears or behaves offensive to other passengers.
 Requires nursing due to medical conditions.
 Suffers from a contagious disease.
 Has such degree of physical infirmity that travel is likely to result in complications
is hand cuffed.
 The handling agent staff shall confer with IAA supervisor as far as they consider
necessary notwithstanding that the supervisor who will be responsible for acceptance
or refusal of such passenger will made the final decision.
 Whenever a passenger with reduced mobility is denied transportation at point of
origin or at the connecting point, the person taking the decision to refuse or remove
such passenger is responsible for immediately notifying all down line transfer stations
and destination station shown on the passenger’s ticket, stating the reason for such
refusal/ removal and full details of any consequent action taken or to be taken.

Part: 11
Issue: 05
Rev: 00
11.16 MEDA Passengers Requiring Oxygen Therapy OXYG

11.16.1 Definition
These are those passengers, whether stretcher-bound or not, who require special
equipment for oxygen supply during the flight.
11.16.2 General Information

OXYG service shall be requested at the moment of booking.
Only 1 OXYG passenger per flight, or one STCR / OXYG PAX, may be transported on those
aircraft of the Iran Aseman Airlines fleet on which the equipment may be installed.
OXYG passengers who are also STCR shall have escort and the procedures for STCR
should be followed.
The escort is a person able to assist the OXYG or STCR /OXYG passenger during the
11.16.3 Requirement of Medical Information Form (MEDIF)

OXYG passengers shall be in possession of a fully compiled "MEDIF" medical information
form which shall be signed both by the passenger and his/ her doctor, or a doctor appointed
by IAA.
The MEDIF shall not be filled in prior to 3 days for international and 2 days for domestic
flight before departure.
The FREMEC Card can therefore be accepted in place of the MEDIF form as medical
clearance, within its validity terms, by all IATA carriers.
11.16.4 Payment of Supplement for OXYG Service

11.16.4.1 NON STCR/ OXYG passenger
This type of passenger is required to pay, by issue of an MCO, a supplement for the oxygen
service equal to the full Economy class fare for the route to be traveled.
11.16.4.2 STCR/ OXYG passenger

This type of passenger is only required to pay, by issue of an MCO, a stretcher supplement
equal to three times the full economy class fare for the route to be traveled.
Features of Iran Aseman Airlines Special OXYG Equipment:

On certain types of Iran Aseman Airlines aircraft special OXYG equipment can be installed.

Part: 11
Issue: 05
Rev: 00
The equipment provides a continuous flow of oxygen at 4 LIT-MIN and has a humidifier to
which a tube or an oral-nasal mask.
The flow is set by the Iran Aseman Airlines Technical and Engineering Department in
accordance with the regulations in force and cannot be changed by any other body.
The supply of therapeutic oxygen on board is the competence of cabin crew exclusively.
The OXYG equipment can only be installed in specific areas/classes, according to the type
of aircraft.
Note: Smoking is strictly forbidden in the whole Iran Aseman Airlines network, especially
while oxygen is being supplied in the nearby areas
11.16.5 OXYG Equipment Booking

For interline flights, always check that the other carriers have agreed to transport the
OXYG passenger and any person accompanying him/ her before confirming the
booking.
The passenger shall request the OXYG service at the time of booking, which shall then be
confirmed.
11.16.6 Flight Pre-coordination

Staff at the station of origin/transit/ connection shall identify OXYG passengers on the ML
list (Multi selection list) by flight/date/leg so that the following procedures may be applied in
good time:
Reduction of the number of seats on offer on the flight concerned, in consideration of the
seats to be occupied by the OXYG equipment;
11.16.7 Check-in
 For OXYG passengers who are also STCR apply the procedures given in STCR;
 Verify that Restrictions procedure has been respected;
 Verify that the date on the "MEDIF" form is valid and that the form is correctly filled in all
its parts and signed both by the passenger and by their doctor, or by a doctor appointed
by IAA.
Also ensure that a copy of the MEDIF form is attached to the ticket cover,
or
check the validity of the FREMEC card and send all the data shown in the shaded boxes to

Part: 11
Issue: 05
Rev: 00
the carriers concerned in the journey. Using the first page of the MEDIF form to request any
special services;
 Check that the following codes have been entered on the passenger's ticket;
SP (Special Passenger) in the "Name of Passenger" box;
OXYG or STCR / OXYG in the "Restrictions /Endorsements" box.
 Check that the special equipment requested on the MEDIF has been provided.
At automated stations
The check may be carried out in the OSI or remarks fields of the PNR.
 Request the MCO voucher for the supplement paid and attach it to the flight coupon.
 Check-in the passenger entering the .INFOOXYG or the .INFOSTCR/ OXYG code
Message) which, at take off , will be automatically sent to all stations en route
and to the final destination station so that all required actions may be taken;
 The automatic entering of the passenger's names into the Special Passenger
List which shall then be delivered to the Flight Captain and to the cabin crew
supervisor;
 The OXYG code being automatically printed in the appropriate box on the
boarding pass.
Non automated stations should:

 Send the PSM manually and the Telex/Fax/E-mail/Other available means message
shall contains:
 The passenger's entire flight route, specifying the transit/connection stations;
 Write the OXYG code in the appropriate box on the boarding pass.

Part: 11
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Rev: 00
 Allocate the designated seat to the OXYG passenger (or STCR/OXYG) and to the
person accompanying them according to the seat allocation map.
 Hand out the boarding pass;
 Inform the Flight Purser of the (or presence on board of the OXYG STCR/OXYG )
passenger;
 Inform the captain sufficiently in advance of the presence on board of the OXYG
passenger or of the stretcher bound passenger requiring oxygen therapy
STCR/OXYG.
11.16.8 Restrictions and Seat Allocation

 Only one OXYG passenger per flight, either one OXYG or one STCR / OXYG PAX is
allowed to travel on Iran Aseman Airlines aircraft on which the OXYG equipment can
be installed.
 The station shall allocate the seats as the equipment can only be installed in the
pre-determined positions according to the type of aircraft.
 Any persons accompanying the OXYG (or STCR / OXYG) passenger shall be
allocated the contiguous seat.
 OXYG service shall be requested to:
 Medical Dept,
 Technical
 Engineering Dept.
 These passengers need not the escort unless otherwise required owing to particular
physical and / or psychological condition
 Smoking is strictly forbidden not only during flight but specifically also during oxygen
supply.
 Only the seats reserved for the stretcher shall be blocked as the oxygen equipment is
installed underneath the stretcher
● Due operative reasons above service may be limited for some flights; the
availability of such service is managed by Airport services Dept., Technical and
Engineering Dept., Operation Dept. and Medical Dept.

Part: 11
Issue: 05
Rev: 00
11.16.9 Boarding
As a general rule, unless exceptional circumstances arise, OXYG passengers should board
before any other passengers together with any person accompanying them.
This will allow the Cabin Crew to give the disabled passenger and any person
accompanying him/her a demonstration of emergency procedures. This demonstration is
obligatory.
The demonstration shall preferably be given when the aircraft is still empty in order to allow
the disabled passenger and the person accompanying him/ her to clearly identify the
position of the seats allocated them with respect to the emergency exits.

In the case of no-show, denied boarding or the need to disembark the stretcher passenger
 All the station en route and the station of destination,
 Airport services Dept., Central Station, Technical and Engineering Dept., Operation
Dept. and Medical Dept.
transportation from the airport to the assistance center will be charged to the passenger.
11.16.11 Disembarkation
As a general rule, unless exceptional circumstances arise, OXYG (or STCR/OXYG)
passengers shall be disembarked after any other passengers, together with any persons
accompanying them.

Part: 11
Issue: 05
Rev: 00
11.17 Stretcher-Bound MEDA Passengers (STCR)

11.17.1 Definition
STCR, or STCR / OXYG, passengers are those passengers who are unable to travel sitting
up and who may require access to a bed at any given moment during the flight, even if not
for the whole duration.

STCR service shall be requested at the moment of booking, air transportation of stretcher
bound passengers requires certain procedures to be carried out , both owing to the possible
consequences of the journey on their health and in order to prepare special equipment
which will guarantee them maximum assistance and safety.
STCR or STCR / OXYG passengers shall always have escort.
The escort is a person able to assist the STCR or STCR/ OXYG passenger during the
Only 1 STCR or STCR / OXYG passenger per flight may be transported on those aircraft of
the Iran Aseman Airlines fleet on which the stretcher equipment may be installed.
For transportation of PRM passengers on the carriers who have an agreement with
Iran Aseman Airlines, the Stations shall comply with the instructions sent to them,
time by time.
11.17.3 Medical Information Form (MEDIF)

STCR, or STCR / OXYG, passengers shall possess a fully complied "MEDIF" medical
information from which shall be signed both by the passenger and his/her doctor, or by a
doctor appointed by IAA.
The MEDIF shall not be filled in prior to 3 days for international and 2 days for

Part: 11
Issue: 05
Rev: 00
11.17.4 Supplement for Stretcher Service

STCR, or STCR / OXYG, passengers are charged a stretcher service supplement payable
by issue of an MCO. The supplement is equal to three times the full Economy Class fare for
the legs of the flight on which the service is used.
11.17.5 Booking
The STCR, or STCR / OXYG, service, are available only on certain types of Carrier aircraft
and, in any case, always in Economy Class.
The passenger shall require the STCR, or STCR /OXYG, service at the moment of booking,
which should then be confirmed both for the STCR, or STCR /OXYG, passenger and for
his/her escort.
STCR, or STCR/ OXYG, passengers shall always have escort,
If the STCR, or STCR/OXYG, passenger and his / her escort are traveling at a reduced fare,
the reduction shall be such that it always allows their seats to be booked.
For interline flights, always check that the other Carriers have agreed to transport the
STCR, or STCR/ OXYG, passenger and his / her escort before confirming the booking.
11.17.6 Bodies Managing the Stretcher Service

The stretcher service is managed by following departments who arrange for the stretchers to
be sent to all the stations of the Iran Aseman Airlines Group:
Airport Services Dept., Central Station, Technical and Engineering Dept., Operation Dept.
11.17.7 Flight Pre-coordination

Staff at the station of origin /transit /connection should identify STCR, or STCR/OXYG,
passengers on the ML List (Multi Selection List), by flight/date/leg, so that the following
procedures may be applied in good time:
 Reduction of the number of seats on offer on the flight concerned in consideration of the
seats to be occupied by the STCR, or STCR /OXYG stretcher and by the seat for the
person accompanying the passenger;

Part: 11
Issue: 05
Rev: 00
11.17.8 Check-in
The STCR passenger is entitled to a double Economy Class free baggage allowance for the
legs concerned. The check-in staff/agent shall:
 Verify that the passenger possesses a MEDIF form and that the form is correctly filled in
all its parts and signed both by the passenger and by their doctor, or by a doctor
appointed by IAA.
Also ensure that a copy of the MEDIF form is attached to the ticket cover.
domestic flights before departure
Or
 Check the validity of the FREMEC card and send all the data given in the shaded boxes
to the carriers concerned in the journey, using the first page of the MEDIF form to
request any specific services.
 Check that the following codes have been entered on the STCR, or STCR / OXYG,
passenger's ticket:
 SP (Special Passenger) in the "Passenger Name" box;
 STCR or STCR/OXYG in the "Restrictions /Endorsements "box.
 Request the MCO voucher for supplement paid and attach it to the flight coupon;
 Check that the special equipment requested on the MEDIF has been provided;
At automated stations the check may be carried out in the OSI or Remarks fields of the
PNR;
 Check-in the passenger entering the .INFOSTCR or the .INFOSTCR/OXYG code

 The automatic entering of the information in the PSM (Passenger Service Message )
which , at take off, will be automatically sent to all stations en-route and to the final
destination station so that all required actions may be taken ;
 The automatic entering of the passengers name into the special passenger list which
shall then be delivered to the Flight Captain and to the Cabin Crew Supervisor;
That the STCR, or STCR/OXYG, code are automatically printed on the boarding pass.

Part: 11
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Rev: 00
At non-automated stations the check-in staff/agent shall

 Send the PSM manually and the Telex/Fax/E-mail/Other available means shall
contain:
 Code for the category of the passenger
 The passenger's entire flight route , specifying the transit/connection stations;
 write the STCR, or STCR / OXYG, code in the appropriate box on the boarding pass;
 Inform the Flight Purser attendant of the presence on board of the STCR, or STCR
/OXYG, passenger;
 Inform the captain sufficiently in advance of the presence on board of the STCR, or
STCR/OXYG passenger;
 Allocate the seats
11.17.9 Restrictions and Seat Allocation

The escort shall be allocated next to the STCR, or STCR/OXYG, passenger seats shall be
allocated according to the type of aircraft.
Only one STCR or STCR / OXYG passenger per flight may be transported on those aircraft
of the Iran Aseman Airlines fleet on which the stretcher equipment may be installed.
Except in Airbus 340-300, on which two STCRs may be transported.
Note 1: Smoking is strictly forbidden not only during flight but specifically also during oxygen
supply.
Note 2: Due operative reasons above service may be limited for some flights; the
availability of such service is managed by airport services dept., technical and
engineering Dept. and operation Dept.

Part: 11
Issue: 05
Rev: 00
11.17.10 Boarding
The flight captain shall be informed sufficiently in advance of the presence on board of the
STCR passenger.
The STCR passenger shall be transported to the aircraft by ambulance (always check the
ambulance is present).
The STCR passenger and his/her escort shall be board before boarding procedures for the
other passengers begin.
This will allow the Cabin Crew to give the STCR passenger and his/ her escort a
demonstration of emergency procedures.
This demonstration is obligatory.

In the case of no- show, denied boarding or the need to disembark the stretcher passenger
 All the stations en-route and the station of destination;
 Airport Services Dept., Central Station, Technical and Engineering Dept. and Operation
Dept.
available means/ message.
transportation from the airport to the assistance centre will be charged to the passenger.
11.17.12 Arrival
As a general rule, unless exceptional circumstances, upon arrival at the destination station,
the passenger should be disembarked before other passengers.
The station shall ensure that an ambulance is present at the aircraft for transportation of the
STCR passenger.
At the passenger's request, which should be made at the station of origin, IAA can
provide assistance in the carrying out of disembarkation formalities.

Part: 11
Issue: 05
Rev: 00
11.18 Pregnant MEDA Passengers (PREG)

 Single Uncomplicated Pregnancy
 These expectant mothers shall provide a written doctor’s certificate between the 28th
and 36th weeks (inclusive).
 After the 36th week flying is not permitted, even with a doctor’s certificate.
 Doctor’s certificates shall be presented at most seven days before the flight departure.
 Multiple Uncomplicated Pregnancies
 These expectant mothers shall provide a written doctor’s certificate between the end of
the 28th and 32th weeks (inclusive).
 After the 32th week flying is not permitted, even with a doctor’s certificate.
 Doctor’s certificates shall be presented at most seven days before the flight departure.
 Complicated Pregnancy
 These expectant mothers shall carry a doctor’s certificate irrespective of the stage of
their pregnancy.
 This certificate shall be presented at most seven days before the flight departure.
 Reports taken retrospectively shall be deemed valid.
 The certificate shall state that the doctor has “no objection to this passenger travelling
by air” and shall be stamped and signed by the medical doctor.

The air transportation of "pregnant" passengers is not regulated by specific procedures,
since pregnancy is not in any case to be considered as an alteration to the normal state of
health.
Pregnant women are accepted for air transportation by the airline, if the term of pregnancy is
up to 36 weeks (8 months but not more than 4 weeks before birth), or with a multiple
pregnancy – up to 32 weeks and in cases of satisfactory levels of health. The above should
be confirmed in the form of a hospitals term pregnancy report detailing the level of health
and the calculated expected time of birth and should be provided to the airline after 28
weeks of pregnancy.
Pregnant women with a term of pregnancy more than 36 weeks (when the expected birth
may occur in less than 4 weeks) shall provide a medical certificate (MEDIF) detailing their
health.

Part: 11
Issue: 05
Rev: 00
The medical certificate shall indicate the stage of pregnancy and provide confirmation that
the pregnancy is without complications. The medical certificate (MEDIF) may be necessary
in earlier stages of pregnancy, if the representative of the airline have a question about the
timing of pregnancy or birth terms expected, or if the pregnancy is experiencing
complications.
Pregnant passenger with an excepted birth within 2 weeks shall not be accepted. In case
the birth accepted to take place within 2-4 weeks, the passenger has to show a medical
certificate at check-in confirming that the transportation is approved of by a physician from
medical point of view, under conditions that the duration of the flight as no more than 4
hours.
PREG passengers are requested to fill up the 1 and 3 pages of the MEDIF, in order to duly
advice the operational departments of the carriers involved.
The transportation of such passengers implies special formalities in the following cases:
 Passengers in the last four weeks of pregnancy;
 The pregnancy has presented complications;
 A multiple birth is expected.
In such cases the whole of the MEDIF, shall be filled in, signed both by the passenger and
her doctor, or a doctor appointed by IAA.
Traveling by air is not advisable for women who have given birth in the seven days prior to
the flight or who are expected to do so within seven days after the flight.
Passengers who are not self- sufficient shall have escort.
The escort is a person able to assist her during the stages of the journey and in the event of
emergency evacuation of the aircraft.
For transportation of PREG passengers on the Carriers who have an agreement with
Iran Aseman Airlines, the stations shall comply with the instructions sent to them, time by
time.
Note1: The airline refuses pregnant women for transportation even with a medical certificate
(MEDIF), if the birth is expected within the next 7 days
Note 2: Transportation of women after giving birth, and new-born during the first 7 days after
the date of birth is forbidden

Part: 11
Issue: 05
Rev: 00
Note 3: For transportation of children born before the natural term, parents or accompanying
adults shall present a medical certificate (MEDIF) for each child, which confirms the
possibility of child transportation by air.
11.18.2 Check-in
 Check that the passenger possesses a flight ticket on which the SP(Special Passenger)
code appears in the "Passenger Name" box;
 Check that the passenger possesses, where required, a health clearance MEDIF form,
which shall be filled in all its parts and signed both by the passenger and by her doctor,
or a doctor appointed by IAA. A copy of the form should be attached to the ticket;
 Check-in the passenger entering the code ".INFOPREG";
 the automatic entering of the information In the PSM (Passenger Service Message)
which ,at take off, will be automatically sent to all stations en-route and to the final
destination station so that all required actions may be taken;
which shall then be delivered to the Flight Captain and to the Cabin Crew Supervisor
;
 That the PREG code is automatically printed on the boarding pass.
 Send the PSM manually and the Fax/E-mail/Other available means message shall
contain:
 The passenger's entire flight route, specifying the transit/ connection stations;
 write the PREG code in the appropriate box on boarding pass;
 Hand out the boarding pass;
 Inform the captain sufficiently in advance of the presence on board of the PREG
passenger.

Part: 11
Issue: 05
Rev: 00

In these cases the station shall immediately inform the stations en-route, the final
destination station and central Station specifying the reasons for the failure to board.

Part: 11
Issue: 05
Rev: 00
11.19 Passengers Suffering From Particular Mental Conditions-MEDA

Mentally related passenger shall only be accepted if they present no danger for themselves
or for the other passengers. They shall accompanied by a valid accompanying person who
will take care of them during the flight and in an emergency situation.
Physical handicapped passenger should be denied as sick, incapacitated or invalid
passengers, whose handicap necessitate that he/she shall be carried or supported by more
than one person to and from the aircraft.
11.19.1 Group of Handicapped Passenger

11.19.1.1 Charter Flight
 If the airplane is completely chartered for handicapped persons:
 Maximum 50% of the airplane capacity seating should be used
 The handicapped persons should not be seated in a row in front of an emergency
exit.
Note: The number of handicapped passengers should not exceed the number of able-
bodied persons capable of assisting with an emergency evacuation.
Handicapped, sick and disable passengers and PRMs shall be boarded separately
(normally prior to all other passengers) as well as disembarked separately (normally after all
other passengers have left the cabin).

Part: 11
Issue: 05
Rev: 00
11.20 PRM Categories in Case of Aircraft Evacuation

 In order to ensure that PRM passengers can evacuate the aircraft as quickly and as
safely as possible without slowing down the whole process, they are divided into:
 Ambulatory
 Non Ambulatory Passengers.
11.20.1 Ambulatory Passengers

 Are to be considered those capable of reaching an emergency exit point without
assistance .
 Ambulatory passengers who are able to get to an emergency exit independently
without assistance from able-bodied persons and include:
 WCHR / WCHS
 BLIND
 DEAF
 PREG
 OXYG
 SELF- SUFFICINT MEDA.
11.20.1.1 Seat Assignment Criteria for Ambulatory Passengers

 Preferably aisle seats;
 Close to the floor level emergency exits in any area of the cabin;
 If passengers are traveling as a group they should be seated in different areas of the
cabin as far as possible.
Note: Under no circumstances the seats next to an emergency window or over-wings exit
shall not be assigned
11.20.1.2 Exceptions for Passengers with an Arm or leg Cast

These passengers shall be assigned aisle seats with the undamaged limb on the aisle side.
Passengers with a broken leg in a straight cast should be given seats after the bulkheads
and under no circumstances be assigned seats next to the exits, over wing window
emergency exits.

Part: 11
Issue: 05
Rev: 00
11.20.2 Non Ambulatory Passengers

Are to be considered those incapable of reaching an emergency exit point without able
bodies' assistance and include:
WCHC, STRC (with or without oxygen)
BLND/DEAF these passengers are to be considered as non ambulatory given their
particular condition.
11.20.2.1 NON SELF SUFFICIENT MEDA

These passengers are to be considered as non ambulatory given their particular condition.
They have no given ID code, they should be considered as WCHC.
11.20.2.2 Seat Assignment Criteria for Non -Ambulatory Passengers

 These passengers should be assigned exclusively the seats having the following
characteristics:
Aisle seats, at the end of evacuation flow line for that zone with at least two floor level
exits;
Under no circumstances should they be next to window or over wing emergency exits.
Under no circumstances shall two PRM passengers be seated in the same row
corresponding to the same aisle.
Note: Escort is not required for maximum number 2 WCHC for Medium /Short range flights
less than 3 hours, except for ATR72.

Part: 11
Issue: 05
Rev: 00
11.21 Max Number of PRM Passenger in Different Types of Aircraft

Max number of handicap in different types of aircraft is as follows:
Aircraft Type Max number of handicap

ATR72 02
F100 02
Boeing 72s 03 without stretcher
Airbus 340 08
Airbus 320 03
If it is required to carry handicapped passenger more than mentioned above, special

permission shall be obtained by Fax or SITA form flight operations office. In case of
emergency or last minute declaration, the pilot-in-command should determine the number of
handicapped passengers.
11.21.1 Max Number of PRM Accepted Versus Extra Cabin Crew Required
Max Number Of PRM Accepted Versus Extra Cabin Crew Required

1-5 6-10 11-15
0 1 2

Part: 11
Issue: 05
Rev: 00
11.22 Escort Requirement

 Passenger with reduced mobility, who are not able to reach an emergency exit without
assistance in reasonable time, should be escorted. Escorts shall be at least 16 years old,
physically and mentally able and willing to evacuate the disabled passenger in case of an
emergency.
Escort
Code Definition
Required Recommended Not Required
BLND Blind Passenger 

DEAF Deaf Passenger 
DPNA Intellectual or Case specific Case specific Case specific
developmental disability
LEGL Left leg in full cast 
LEGR Right leg in full cast 
LEGB Both legs in full cast
MEDA Medical Case Case specific Case specific Case specific
STCR Stretcher 
WCHR Wheelchair for Ramp 
WCHS Wheelchair for Steps 
WCHC Wheelchair for Cabin Case specific Case specific Case specific
 The number of passenger with reduced mobility traveling with escorts and where escorts
are not required is not limited as long as they do not exceed the number of able bodied
persons capable assisting with an emergency evacuation.
 The number of WCHC passengers should be restricted if they are not accompanied by
person able to assist them during evacuation. Their number should not be more than the
pairs of floor levels exits on the aircraft.

Part: 11
Issue: 05
Rev: 00
11.23 Wheelchair Check-in

A folding wheelchair belonging to the passenger may be transported free of charge.
In order to prevent any damage to the aircraft and to guarantee flight safety, the transport of
battery powered wheelchairs loaded as registered baggage is regulated as follows.
11.23.1 Dry Cell Battery Powered Wheelchairs or WCBD

These can be accepted only after ensuring that the battery is disconnected and that its
terminals are insulated in order to prevent accidental short-circuits.
11.23.2 Manual Power Folding Wheelchairs-WCMP

These may be transported free of charge in addition to the baggage allowance.
11.23.3 Wet Cell Battery Wheelchairs-WCBW

This type of wheelchair can only be checked in when:
 It can be loaded, stowed, restrained and unloaded, always in an upright position;
 The battery is disconnected and its terminals are insulated in order to prevent accidental
short circuits;
 The battery if firmly secured to the wheelchair and the flight captain has been informed
of the wheelchairs location on board the aircraft.
Should it not be possible to keep the wheelchair in an upright position the battery shall
be removed.
This will allow the wheelchair to be loaded as registered baggage without special
restrictions.
The removed battery shall be loaded in a special container which shall be strong;
 Of a non folding and waterproof material (the battery fluid shall not leak out);
 Padded whit a sufficient quantity of absorbent material to guarantee eventual complete
absorption of fluid contents.
The batteries terminals shall also be insulated in order to prevent any accidental short
circuits and should, where possible, be provided with safety plugs.
Interline transportation can only be ensured following positive confirmation of the
booking by the receiving carriers.

Part: 11
Issue: 05
Rev: 00

Part: 12
Issue: 05
Rev: 00
Seaman Date: 01 May 2017
12

Part: 12
Issue: 05
Rev: 00

Part: 12
Issue: 05
Rev: 00
Table of Contents
12.1 Definition ..................................................................................................................... 5
12.2 General Information .................................................................................................... 6
12.3 Check-in....................................................................................................................... 7
12.3.1 Automated stations .............................................................................................................. 7

12.3.2 Non Automated stations...................................................................................................... 7
12.4 Actions to be taken in the Event of Operational Irregularities ................................. 8

Part: 12
Issue: 05
Rev: 00

Part: 12
Issue: 05
Rev: 00
12.1 Definition
These are passengers who, either individually or in a group, require particular procedures to
be carried out for the following reasons:
 Their journey cannot be delayed since it is connected with the departure of a ship;
 Groups should not be split.

Part: 12
Issue: 05
Rev: 00

In the event of operational irregularities, special assistance shall be offered at departure,
transit and connecting stations in order to ensure that the passengers' arrival at destination
in time to board their ship.
The agency or ticketing office shall enter the appropriate code in the "Ticket Designator" box
of the passenger ticket, according to the type of fare:
 SC (Ships Crew) if the seaman is traveling alone at a reduced fare;
 DG40/SC (Government Discount Crew percentage discount) if the seaman is
traveling alone at a reduced fare by government order;
 GS15 (Group Fare Ships Crew- number of people making up the group) if the
seamen are traveling at a reduced group fare.
In case of existing class variety if part of the group is traveling in Business-Class and
another part in Economy-Class, the code will show the number of passengers traveling
in each class(e.g.: GS15/2F/13Y).

Part: 12
Issue: 05
Rev: 00
12.3 Check-in
The check- in staff/agent shall:
 Check that the seaman is in possession of the documentation required for that
category by the various countries, as indicated in the TIM or TIMATIC; (for Iran
Aseman traveling on duty shall hold seaman book together with passport).
12.3.1 Automated stations

 At automated stations, check-in the passenger entering the ".INFOSEMN" code.
 the automatic entering of the information in the PSM (Passenger Service
Message) which, at take off, will be automatically sent to all stations en route and
Supervisor;
 That the SEMN code is automatically printed on the boarding pass.
12.3.2 Non Automated stations

At non- automated stations the check-in staff/agent shall:
 send the PSM manually and the Sitatex / Fax/E-mail/Other available means
message shall contain:
 The passenger's entire flight route, specifying the transit/ connection/ destination
stations;
 write the SEMN code in the appropriate box on the boarding pass;
 Hand out the boarding pass;
 Notify the passenger's category to the Attendant in Charge of the Flight.

Part: 12
Issue: 05
Rev: 00
12.4 Actions to be taken in the Event of Operational Irregularities

The seamen shall be re-routed on the fastest route possible, on the first possible flight,
using another carrier if necessary;
Send a message to the ship-owner's Shipping-Agency at destination:
e.g. SEAMEN PUCCINI/G VERDI/G

TO BOARD SHIP VICTORIA
NOW ARRIVING HONGKONG ZZ776/27JUN.

Part: 13
Issue: 05
Rev: 00
Lost and Found Date: 01 May 2017
13

Part: 13
Issue: 05
Rev: 00

Part: 13
Issue: 05
Rev: 00
Table of Contents
13.1 International Tracing Systems ................................................................................... 5
13.1.1 on-hand Baggage.................................................................................................................5
13.1.1.1 Found Baggage............................................................................................................. 5
13.1.1.2 on-hand Baggage ......................................................................................................... 6
13.1.2 Baggage Re-routing and Delivery .....................................................................................6
13.1.3 Causes of Inefficiency ......................................................................................................... 8
13.1.4 Lost Baggage......................................................................................................................10
13.1.4.1 Consequences of Failure to Close AHL/OHD Files...............................................11
13.1.5 Damage/Pilferage ..............................................................................................................11
13.1.6 Pro-rata Settlement............................................................................................................12
13.1.6.1 Pro-rata Settlement on the Iran Aseman Airlines Network...................................13
13.1.6.2 Pro-rata Settlement on the International Network .................................................13
13.1.7 Items Lost by Passengers ................................................................................................13
13.1.8 Delivery................................................................................................................................14
13.2 Crew Baggage ........................................................................................................... 15
13.2.1 Lost Baggage......................................................................................................................15
13.2.2 On-hand Baggage..............................................................................................................15
13.2.3 Damaged and/or Pilfered Baggage.................................................................................15
13.3 IATA Airline Baggage Identification Chart ............................................................ 16
13.3.1 Airline Baggage Identification Chart User Guide ..........................................................16
13.3.1.1 User Guide to the Baggage Type Codes ................................................................16
13.3.1.2 User Guide to the Colour Codes ..............................................................................18
13.3.1.3 Users Guide to the External Descriptive Elements ...............................................18
13.4 Safety consideration in Baggage Claim Area.......................................................... 20

Part: 13
Issue: 05
Rev: 00

Part: 13
Issue: 05
Rev: 00
13.1 International Tracing Systems

In order to solve the serious problem of baggage mishandling, some Carriers, have adhered
to an automatic system called World Tracer.
The system is managed by SITA and its main feature it's that it provides a one-hundred-day-
long uninterrupted tracing.
Therefore, in order to trace the baggage, it is sufficient to enter the appropriate data in the
system, thus avoiding the needless exchange of telex messages which, as well as causing
additional work, also result in heavy telecommunication expenses.
13.1.1 on-hand Baggage

 On hand baggage is that baggage which, owing to various causes, does not travel
on the same flight as the passenger. On hand baggage falls in two categories:
 FOUND baggage, bearing a tag with a different destination to that at which it is
found;
 ON-HAND baggage, either bearing a tag with the same destination at which it is
found or without a tag.
13.1.1.1 Found Baggage

 This refers to baggage tagged for a specific flight and never loaded, baggage
transported to a wrong destination or baggage unloaded at a previous or subsequent
destination to the one specified on the tag.
 Any baggage of this kind must be immediately re-routed to the station of destination,
applying the RUSH tag.
 The baggage re-routing must be accompanied by a FWD message for which the
format is obtained as follows:
 UM FWD THR EP where THR is the three-letter code for the station where the
baggage was found and EP is the two- letter Carrier code or UM FWD U
 The TX code should only be used when addressing the message to offices other
than LL (e.g.: ramp, security, Station Manager of other Carriers, etc.), especially at
connecting stations, both of the forwarding Carriers and of the receiving Carriers.
Note: Please bear in mind that notification of a baggage dispatch enables the destination
station staff to inform the passenger of the situation, thus reducing the damage caused by
the baggage's failure to arrive.

Part: 13
Issue: 05
Rev: 00
13.1.1.2 on-hand Baggage

 On hand-baggage is baggage which is tagged for the station at which it is found or
untagged baggage which is left stranded in the reclaim area after passengers have
finished collecting their baggage.
 Such baggage must be kept in a safe storage area. Where the baggage bears a
name and address, the owner should be contacted by phone, by telegram, etc. so as
to arrange for delivery.
 Data concerning the baggage must be entered in the World Tracer system as soon
as possible, using the appropriate format, as follows:
 UM OHD THR EP
 UM OHD U
 If a match is found, close the file immediately so as to prevent the system from
sending further and needless messages and forward the baggage following the
instructions of the station requesting it.
 After 120 hours from entering the data into the system the file is automatically
transferred to the Central Tracing Office, World Tracer address THRLZEP and the
baggage must then be re-routed to that Body , claiming it from the handling agent if
necessary.
13.1.2 Baggage Re-routing and Delivery

Baggage must always be re-routed to the destination station, attaching a RUSH tag item of
baggage.
The station must re-route the baggage as follows:
 fill in the RUSH tag specifying the exact flights, never FIRAV, in the route section;
 re-routing must take place as soon as possible and one of the following safety
requirements must be applied:
 Check (e.g. on the Check-in List)- that the passenger has actually flown the route
specified on baggage tag.
 Ensure receipt of a re-routing request (ROH), following a match on an AHL file.
 Submit the item to a radiogenic check.
 When these conditions are fulfilled all Carriers are under obligation to carry the
baggage.

Part: 13
Issue: 05
Rev: 00
 Should a Carrier refuse to carry the baggage, re-routing must be carried out via
another Carrier and the refusal must be notified to THRCDEP and Airport Services
Dept. so that a complaint may be filed against the Carrier who has failed to fulfill the
obligation.
 The most direct route must be chosen using, whenever possible, EP flights and/or
other Carriers, preferably code-sharing that are considered sufficiently reliable.
 This selection is necessary as Carriers used for baggage re-routing are not
responsible for any damage to or loss of the baggage, unless they were involved in
the original mishandling.
 If a passenger lives in a town served by an international airport which is not covered
by any EP flights, international flights having that airport as a final destination should
be used where possible.
 For cities served by several airports, baggage must be re-routed to the station
specified on the tag.
 The Carrier is responsible for the baggage until delivery; the necessary precautions
must therefore be taken (such as the application of seals or additional straps) to
ensure the highest standard of safety during transportation.
 Upon arrival of the baggage at the station of destination the following actions must
be carried out:
 Baggage should be weighed and its weight entered in the relative file;
 If the baggage is the object on an AHL file, close the file in the World Tracer
system.
 The mishandled baggage must be delivered to the owner by the Carrier that
transported the passenger to his/her final destination or to his/her stopover station
(or by its handling agent).
 If the Carrier concerned does not operate locally the delivery should be carried out
by the Carrier used for the RUSH tag re-routing of the baggage, who must
immediately notify the competent Body of the Carrier to which the loss was reported.
 If another Carrier is debited, the Carrier responsible for the mishandling must be
specified in the "At expense of" box on the RUSH tag.
 The data relative to the baggage must be kept on file.

Part: 13
Issue: 05
Rev: 00
13.1.3 Causes of Inefficiency

 In order to collect useful data for the study of corrective methods aimed at improving
service, stations must specify the reasons for the inefficiency for each single case with a
positive outcome.
 The data must be entered into the FS and RL of each AHL file. For interline routes,
should the inefficiency have been caused by another Carrier, the connecting Iran
Aseman Airlines station must still be entered in the FS, and cause 77 entered in the RL.
 This procedure is necessary as the World Tracer system only allows Carriers to enter
data relative to stations on their own network.
 Indication of the failed delivery at the connection station (RL 77) is essential in order to
assign responsibility for the expenses to be charged for the baggage mishandling.
 The causes of inefficiency must be specified by the station where the baggage is found
in the RL and FS sections of the re-routing FWD message.
 The AHL station will thus be in a position to enter the exact irregularity and attribute the
mishandling to the station responsible.
 Causes are classified as primary or secondary. The first indicates the group as a whole
and the latter specific irregularities. The latter are obviously preferable.
When the responsibility for mishandling falls on another Carrier code 77 shall ALWAYS be
used, followed by the code for the EP connection station.
P 10 TAGGING ERRORS
S
11 Incorrectly filled-in tag or blank tag.
12 Baggage not tagged for the final destination.
14 Baggage without tag.
15 Tag attached to the wrong item of baggage.
17 Old tag not removed.
P20 SHORTSHIPPED
S
21 Baggage not loaded at the original station though correctly tagged.
22 Baggage arrived late at check-in counters.
26 Baggage unloaded due to space/weight restrictions or due to failure of handling
equipment (i.e. conveyor belts, sorting systems, etc.)

Part: 13
Issue: 05
Rev: 00
P30 LOADING ERRORS

S
31 Sorting or loading errors (baggage loaded on wrong flight or In wrong hold or
container).
32 Baggage unloaded by mistake.
33 Baggage not unloaded.
34 Baggage loaded behind cargo.
P40 ERRORS AT ARRIVAL

S
42 Baggage sent to the conveyor belt for another flight.
43 Baggage arrived late in the reclaim area.
P50 CONNECTION ERRORS-ON LINE EP/EP

S
51 Not re-tagged baggage of re-routed passenger.
52 Baggage not loaded at connection station though correctly tagged and arriving
within scheduled time.
53 Reduced minimum connection time owing to late arrival of the delivering EP flight.
55 Online connection baggage not loaded in correct container or hold.
P60 AIRPORT CONGESTION
S
61 Congestion due to strikes.
62 Congestion due to other reasons (specify).
P70 VARIOUS
S
71 Ticket issuing errors.
72 Correctly tagged baggage, passenger disembarked.
73 Baggage not collected by passenger as scheduled.
74 Baggage swapping (i.e. passenger collecting wrong baggage).
75 Baggage not identified by the passenger at security check
76 Baggage found without tag.
77 Errors of other Carriers (tagging, etc.).

Part: 13
Issue: 05
Rev: 00
78 Unidentifiable cause of mishandling.

79 File created by mistake.
P80 DAMAGED BAGGAGE

81 Broken locks or zips.
82 Broken or torn handles or straps.
83 Torn or ripped baggage.
84 Dented baggage.
85 Crushed baggage.
86 Broken frames.
87 Superficially damaged baggage, including minor scratches.
88 Wet baggage owing to rain or liquid spillage in the hold.
89 Contents damaged.
P90 PILFERED BAGGAGE
13.1.4 Lost Baggage

 If, upon arrival, a passenger complains that his/her baggage has failed to arrive in
the reclaim area, the following must always be issued an AHL in the World Tracer
system, of which a PIR copy must be given to the passenger.
 In case of system failure, compile a PIR /PBP form by hand ensuring that an AHL is
created later and the PIR then destroyed.
 The copy of the PIR/AHL should be given to the passenger together as this also acts
as a form for the listing of contents.
Note: The AHL/PIR must NEVER be issued at the connecting station, whether online or
interline.
 Baggage tracing is always carried out by the final destination station, regardless of
the destination specified on the passenger receipt.
 The connecting station, once it has ascertained that the baggage is missing, can
enter TNT (Tag Number Trace) to trace any possible match with a FWD or an OHD.
 All available data, both the required data and any additional information, must be
entered in the AHL format, as any information may prove useful in tracing the lost
baggage.

Part: 13
Issue: 05
Rev: 00
 In order to avoid unnecessary telecommunications costs, the Telex addresses of

World Tracer member stations/Carriers must NEVER be entered in the TX box, as
any data concerning baggage found at the stations are entered the World Tracer
system by OHD.
 Any case which does not obtain a positive result will automatically be transferred
from the World Tracer system to Baggage Centre (THRLZEP) for the second stage
of tracing, which is based on the insertion of the complete list of contents of the lost
baggage.
13.1.4.1 Consequences of Failure to Close AHL/OHD Files

Once the baggage has been traced the file must be closed. If the file is not closed, after 5
days from its opening it will be automatically transferred to LZ with the following
consequences:
 the station's receiving unnecessary and costly match messages;
 unreliability of statistical data on time limits and percentages of successful files at the
stations, as well as incorrect data on baggage mishandling;
 the automatic transfer of the file in question to the second stage of procedures at LZ;
 LZ's receiving unnecessary and costly match messages;
 The possibility of LZ's contacting the passenger during procedures, thus involuntary
conveying and image of inefficiency for the Carrier.
13.1.5 Damage/Pilferage
 If the baggage is damaged, lost or destroyed the passenger shall write and complain
to IAA as soon as possible.
 Passenger shall write and complain within seven days and in case of delay within 21
days, in both cases from the date on which the baggage was placed at the
passenger's disposal.
 If, upon baggage delivery, a passenger reports that his/her registered baggage is
damaged (damaged and/or pilfered) the station shall:
 Enter a DPR in the system and give the passenger a copy.
 In case of system failure fill in a PIR/DPR form by hand and ensure that a DPR is
later created and that the PIR/DPR copy is then destroyed, on condition that:
o The passenger has not left the Arrival area at the airport;

Part: 13
Issue: 05
Rev: 00
o There is no "Limited Release" tag crossed out in box 4 attached to the

baggage, and on which the type of damage specified on the back of the tag is
different from that reported by the passenger.
Note1: If the passenger insists in the complaint the DPR or Report must in any case be filled
in, specifying the event. At non automated stations Form PIR must be filled in attaching the
Limited Release tag.
 In the case of damaged baggage bearing a "Limited Release" tag, compensation
must never be paid at the station.
 In case of damage and/or pilferage which are noticed by the passenger at a later
time following their arrival, or at the time of delivery of mishandled baggage, the
passenger must be requested to send a written complaint and no file should be
opened at the station.
 As already mentioned for cases of damage, the agent must, each time that another
Carrier is seen to be involved in the mishandling, affix the OTHERCARRIER
INVOLVED stamp on the copy of the DPR which is given to the passenger, so that
the percentage of responsibility of other Carriers may be established for pro-rata
settlement purposes.
Note 2: IAA is not liable for damage to a passenger's baggage caused by property
contained in passenger's baggage unless we caused such damage by our gross negligence
or wilful misconduct.
Note 3: Any passenger whose property causes damage to another passenger's baggage or
to the property of IAA shall indemnify IAA for all losses and expenses incurred by IAA as a
result thereof.
13.1.6 Pro-rata Settlement

As regards pro-rata settlement for the above mentioned cases (Damaged baggage,
essential expenses, late delivery and re-routed baggage delivery and pilferage) two
categories are distinguished.

Part: 13
Issue: 05
Rev: 00
13.1.6.1 Pro-rata Settlement on the Iran Aseman Airlines Network

For all expenses to be debited to other carriers, Iranian Station must send all the necessary
documentation for pro-rata activation to central baggage services Department(THRLLEP) so
that the need full actions to be taken.
13.1.6.2 Pro-rata Settlement on the International Network

Abroad station must send all the documentation necessary for accountancy procedure ,
including the PRO-RATA NOTICE to Central Baggage Services Department (THRCDEP) so
that the need full actions to be taken.
13.1.7 Items Lost by Passengers

Any objects belonging to passengers which are found on Iran Aseman Airlines premises or
on board Carrier aircraft must be handed in at the Lost and Found Office (LL) as soon as
possible so that the office may carry out the first inquiries on the spot in order to trace the
legitimate owner immediately.
If the owner is not found the LL shall:
 Deposit the found item in a safe place. Should local regulations require it, the item must
be handed in to the competent local authorities and a receipt obtained;
 Enter the item in the automatic "Found Property Register" using the appropriate data;
 Where required by the airport authorities, enter the following in the manual register:
 Date of finding and place where the item was found;
 Name of the person who found the item;
 Description of the item, weight of the item (for parcels, bags, etc);
 The place where the item is deposited.
 Where definite information is available (such as the passenger's name, flight
number, etc.) all possible actions must be carried out, if necessary with the aid of
other Carrier departments, in order to obtain information which may aid in tracing the
owner.
 If the owner is resident in a different locality from that at which the item was found,
he/she must be informed that the object is held at the station.
 The passenger shall in any case be informed that Iran Aseman Airlines is in no way
responsible for any damage to the found item (e.g. torn or stained clothing, a device
which doesn't work, etc.).

Part: 13
Issue: 05
Rev: 00
 Upon delivery of the item the LL attendant must:

 Request the passenger to sign a receipt for the delivery which must then be filed;
 Enter the details of the passenger's ID and the date of delivery of the item in the
automatic and/or manual register.
 As regards documents found, especially personal ID documents, the local
regulations must be followed.
13.1.8 Delivery
The passenger shall in any case be informed that Iran Aseman Airlines is in no way
responsible for any damage to the found item (e.g. torn or stained clothing, a device which
doesn't work, etc.).
Upon delivery of the item the LL attendant must:
 Request the passenger to sign a receipt for the delivery which must then be filed;
 Enter the details of the passenger's ID and the date of delivery of the item in the
automatic and/or manual register.
As regards documents found, especially personal ID documents, the local regulations must
be followed.

Part: 13
Issue: 05
Rev: 00
13.2 Crew Baggage

Regulations concerning crew baggage mishandling differ from those for passenger baggage
as if possible crew baggage is loaded separately in a special compartment;
13.2.1 Lost Baggage

Stations create an AHL, Entering CABIN CREW or COCKPIT CREW in the PT box.
Send a copy of the AHL to the destination station of the baggage, to THRLZEP and to the
body responsible , entering these in the TX box and specifying the crew member's schedule
for the following 4/5 days, so that the baggage may be delivered to him/her as soon as
possible.
After 120 hours the AHL file will be automatically transferred to the HDQEP action file at the
Central Baggage Department (THRLZEP).
13.2.2 On-hand Baggage

Should the baggage be without a tag, refer to the personal identification labels attached on
the outside or inside of the baggage item.
Re-route the on-hand baggage by the first available flight to the LL of the station specified
on the tag, along with a FWD message; if the baggage is found at the same station as
specified by the crew member, keep the lost baggage in deposit in a safe storage area. In
the latter case enter an OHD in the World Tracer system.
If the station indicated receives the baggage, and in the meantime the baggage has been
claimed by the station which the crew member is at, the station must re-route the baggage
according to the instructions contained in the Baggage Forwarding and Delivery procedures
Any baggage which is not collected, including baggage awaiting collection by crew
members, must be re-routed to THRLZEP, in the same way as all other baggage.
13.2.3 Damaged and/or Pilfered Baggage

Stations will issue a DPR, entering CABIN CREW or COCKPIT CREW in the PT box, and
send a copy to the body responsible.
The crew member must be informed that they should send a written complaint to the body
responsible.
For damage and/or pilferage to Cockpit/Cabin Crew baggage no DPR is issued and none
of the standard procedures apply.

Part: 13
Issue: 05
Rev: 00
13.3 IATA Airline Baggage Identification Chart

IATA Airline Baggage Identification is used to improve the tracing process by more
accurately reflecting the bags and miscellaneous articles searched for by airlines throughout
the world.
13.3.1 Airline Baggage Identification Chart User Guide

13.3.1.1 User Guide to the Baggage Type Codes
 NON- Zippered Bags
01 Hard shell / molded.
02 Hard shelled bags with retractable handle all sizes.
03 Rigid frame /hard or soft side/ may have reinforced corners.
04 Rigid frame usually non expandable rounded or contoured top, one or two
handles.
05 Rigid frame /soft side / expandable.
06 Attaches / briefcase.
07 Flight /pilots bag/ Document case.
08 Military style bag.
09 Camping /Laundry /Garbage bag.
10 cardboard / wooden boxes /Metal containers- with miscellaneous contents. If
box / container contains single item, use codes 01-99 with Descriptive Element
B.
11 Footlocker /Trunk.
 Zippered Bags
20 Hanging/Folding garment bag.
22 Soft sided bags with retractable handle all sizes.
23 Rigid frame, soft side suitcase with one handle.
24 Soft side suitcase with two handles.
25 Gym/ Sport type bag- all size (can have shoulder strap).
26 Bag with a shoulder strap (strap may have been detached).
27 Tall soft side- may be expandable in height, often has wheels.
28 Matted woven bag.
29 Backpack / Rucksack with or without frame.
 CELLANEOUS ARTICLES
 Special Containers

Part: 13
Issue: 05
Rev: 00
50 Small package priority service.

51 Courier bag.
52 Sample / Display case often custom made.
53 Art or Display portfolio
54 Tube without sporting equipment.
55 Duty- free articles.
56 Cosmetic / Beauty case.
57 Kennel / pet container.
58 Ice chest /cooler /plastic storage container.
59 Tool /Tackle box.
 Sporting Goods
60 Fishing rod(s) poles /sticks (with or without container).
61 Firearm(s).
62 Golf bag and /or clubs specify color and brand of golf bag, when both available.
63 Bicycle and /or accessories.
64 Sleeping bag /bed roll /Tent.
65 Surfboard /windsurfer/ paddle board (boggle board).
66 Skis and /or ski poles (with or without container) specify color and Brand of skis
/poles not the container.
67 Snow board / other sledding devices (with or without container).
Specify color and brand of item not the container.
68 Ski boots and /or boots bag, specify color and brand of boot, when both
available.
69 Individual sporting equipment not listed elsewhere.
 Child / Infant
70 Stroller /pram /Baby carriage.
71 Child / Infant car seat.
72 Child / Infant equipment not listed elsewhere e.g. infant carrier/ Playpen/crib.
 Photographic/Electric/Electronic /Musical /Communications Equipment

80 Audio equipment e.g. radio, tape, cassette, CD player, amplifier, speakers.
81 Video /Visual /Photo equipment

Part: 13
Issue: 05
Rev: 00
82 Computer equipment e.g. PC computer, external floppy disk drive, Monitor,

keyboard, laptop computer, notebook computer, printer, Computer game(s).
83 Electrical Appliances.
84 Communication equipment e.g. typewriter, facsimile (fax) machine, Photocopier,
answering machine, telephone.
85 Musical instrument.
 Items Not Shown Elsewhere

90 Baggage trolley,
91 wheelchairs / wheelchair battery /other orthopedic devices.
92 Security removed items, describe item.
93 Shopping bag e.g. paper /straw /plastic/ nylon.
98 Beach or patio umbrella only.
99 Article other than bag not appearing on this list describe item.
13.3.1.2 User Guide to the Colour Codes

WT White / clear.
BK Black.
GY Grey /silver /Aluminum.
BU Blue /Turquoise.
RD Red / Maroon / purple/ pink / violet /lilac /mauve/burgundy.
YW Yellow /orange /gold.
BE Beige / cream /ivory.
BN Brown /Tan/ Taupe /Bronze /Copper.
GN Green /Olive /Jade.
MC Two or more solid colors, excluding trim.
TD Tweed.
PR Print/Pattern /Floras / Spotted /Tapestry /Stripe /Plaid/ Checked.
13.3.1.3 Users Guide to the External Descriptive Elements

Use descriptive elements when applicable:
B Single item in box.
C Combination locks.
H Retractable handle.

Part: 13
Issue: 05
Rev: 00
P External pockets.
S Straps to close / secure.
W Wheels /rollers.
X No External descriptive elements.
Note: External Descriptive elements to be shown in alphabetical order.
Note: Maximum External descriptive elements is three. For any less than three Use "x" to
bring the total number of External descriptive elements to three.
Examples:
BK02CHW Black hard shelled bag with combination locks, retractable handle and wheels.
GN08XXX Green military style bag without additional descriptive elements.
RD63BWX Red bicycle in a box.
BN20BPX Brown Garment bag with pockets, in a box.
BU99BXX Describe item, e.g. blue hat in a box.
The sample of IATA Airline Baggage Identification Chart is available in Part 22.8

Part: 13
Issue: 05
Rev: 00
13.4 Safety consideration in Baggage Claim Area

 A secure, central storage facility shall be available for unclaimed baggage.
 Baggage claim area Forms such as Property Irregularity Report (PIR), Damage
Baggage
Report (DBR)…shall be retained in a safe & secure place.
 Baggage claim area tags such as Rush tag, Expedite tag, Limited Release,… shall
be retained in a safe & secure place
The sample of PIR & DBR is available in parts 22.9 & 22.10

Part: 14
Issue: 05
Rev: 00
Boarding Date: 01 May 2017
14

Part: 14
Issue: 05
Rev: 00

Part: 14
Issue: 05
Rev: 00
Table of Contents
14.1 Introduction ................................................................................................................. 5
14.2 Gate Checks ................................................................................................................ 6
14.3 Boarding Priorities ...................................................................................................... 8
14.3.1 Board First.............................................................................................................................8
14.3.2 Board after the Other Passengers.....................................................................................8
14.3.3 In the Event of Critical Flights Board Last ........................................................................ 8
14.4 Differentiated Boarding .............................................................................................. 9
14.4.1 Boarding via Air Bridge ....................................................................................................... 9
14.4.2 Boarding by Apron Buses If possible passengers should be boarded through at
least two doors, always respecting the boarding priorities listed in part 12.3.........................9
14.5 Irregularities .............................................................................................................. 10
14.6 Denied Boarding / Transportation............................................................................ 11
14.7 Denied Boarding Compensation D.B.C. .................................................................. 13

Part: 14
Issue: 05
Rev: 00

Part: 14
Issue: 05
Rev: 00
14.1 Introduction
The passenger service agent is responsible for all traffic operations relating to departure and
shall therefore take all the necessary steps in advance in order to:
 Ensure the availability of suitable areas and efficient and functional means (air
bridge, mobile lounges, apron buses, etc.) so as to ensure the smooth running of
boarding operations;
 Wherever possible , carry out boarding in several stages to ease the flow of
passengers;
 Guarantee that the scheduled time and the established modalities for automated
boarding are respected;
 Ensure continuity and coherence in the information to be transmitted on board about
the reasons for any possible delays;
 Ensure the greatest possible accuracy when checking the number of passengers on
board, for which the station is solely responsible;
 Reduce the risk of baggage identification procedures due to the absence of
passengers on board;
 Communicate to the flight crew :
 The time of departure, especially in the event of delays, at the time of signing in
or at the time of arrival of the aircraft for flights in transit;
 The imminence of the completion of boarding so that flight departure procedures
may begin on time;
This will ensure both punctuality and the continuity of action between the closure of the
doors and the actual departure thereby avoiding those delays which are often unjustly
blamed on ATC. Boarding shall start 30 minutes before departure after obtaining boarding
clearance form flight coordinator.

Part: 14
Issue: 05
Rev: 00
14.2 Gate Checks

 Gather the passengers through flight announcement;
 Collect the boarding passes or the transit passes checking the flight number and the
destination;
 Leave the passenger the part of the boarding pass showing the seat number and/or
the destination ;
 Carry out passport control wherever required by the destination ;
 Whenever required , carry out checks on the irregular use of free or reduced fare
tickets
 Check that all hand baggage corresponds to the dimension requirements (max.
55x40x20 cm) ; any hand baggage which exceeds the requirements must be
withdrawn and tagged with "Limited Released" according to the route shown on the
ticket; staple the baggage identification tag to the ticket and ensure that the baggage
is loaded
 Direct the passengers to the aircraft , directing them to the doors (if applicable)
according to their respective seat numbers, taking care that they do not pass
underneath the aircraft wings , or board the passengers via the air bridge , following
the instructions given for differentiated boarding , wherever possible
 Ask passengers to refrain from smoking and verify that all electronic devices,
including portable telephones, have been switched off ;
 Ensure that the number of boarding passes and transit passes collected, correspond
to the number of passengers expected on the flight if this number is lower, make a
final announcement;
 Check that gate delivery items, including individual or cumulative weights that exceed
normal allowances are identified and communicated to load control dept.
 In the case of passenger delay or no-show for boarding, it is believed that the
passenger voluntarily refuses the transportation.
Note: In case of late passenger boarding, the airline cannot accept a passenger for
transportation and is not obliged to delay the flight.

Part: 14
Issue: 05
Rev: 00
 The Handling Agent’s boarding staff shall:

 Promptly identify missing passengers;
 Call them over the intercom by name;
 Take any steps to identify and unload the missing passengers' baggage, if they
fail to appear;
 Update the load sheet.
 Communicate the number of passengers on board to the person responsible for the
coordination of station operations.
 Where the above mentioned number does not correspond with the one appearing on
the load sheet, the station must update the previously inserted data with the correct
data inform the flight captain.

Part: 14
Issue: 05
Rev: 00
14.3 Boarding Priorities

For passenger boarding the priority criteria listed below shall be followed unless local or
temporary arise.
14.3.1 Board First

 Passengers with physical or mental disability , stretcher passengers or those needing
oxygen therapy so that emergency procedures on board can be thoroughly explained
and the normal flow of passengers is not hindered ;
 Unaccompanied minors;
 Passengers in direct transit.
14.3.2 Board after the Other Passengers

 VIP Passengers;
14.3.3 In the Event of Critical Flights Board Last

Passengers with free or reduced fare tickets who travel according to seat availability (PAD).

Part: 14
Issue: 05
Rev: 00
14.4 Differentiated Boarding

To ensure an orderly and smooth flow of passengers and to avoid crowding and hindrances
on board the aircraft boarding shall be carried out in several stages.
14.4.1 Boarding via Air Bridge

 Organize a subdivision of passengers into rows according to their seat numbers
always respecting the boarding priorities listed in part 12.3 and making the
"preliminary" boarding announcement.
Chief Cabin Attendant or a person appointed on his required should assist to facilitate the
following duties:
 Boarding of old passengers, families with child, disabled passengers, etc.
 assure hold loading of oversize baggage's in case of full flight or whenever requested
by safety regulations.
 Make a Chief Cabin Attendant's presentation announcement
14.4.2 Boarding by Apron Buses If possible passengers should be boarded through

at least two doors, always respecting the boarding priorities listed in part 12.3
Therefore, the standard boarding announcements for Domestic and International flights must
be given.

Part: 14
Issue: 05
Rev: 00
14.5 Irregularities
 In the event of irregularities resulting in a delay the station shall inform the crew
immediately of both the length of and the reasons for the delay which were
communicated to the passengers by ground staff.
 This will avoid any discrepancies in communications which would result in conveying
a negative impression to passengers.
 Boarding shall be carried as scheduled if:
 The flight is being subject to traffic curtailments by Air Traffic Control, even if
delays are expected;
This will allow;
 The possibility of sudden developments which might permit takeoff at a very short
notice.
 To avoid losing the slot, which would cause further delay;
 Relive the congestion of the airport infrastructures (Pre-boarding halls, Waiting
Areas, Apron Buses) which are inadequate in exceptional circumstances.
In this case the station must inform the flight crew in advance and decide
together with the Cabin Attendant in charge whether any catering supplement is
required (e.g. soft drinks , especially in the summer ) to ensure passengers,
comfort on board.

Part: 14
Issue: 05
Rev: 00
14.6 Denied Boarding / Transportation

IAA has a right deny transportation at any stage to the passenger / baggage and can
disembark the passenger from on-board or cancel the reservation if:
 Due to the passenger’s behavior, age, psychical or physical condition, if there are
reasons to presume that the passenger:
 Requires special aid from IAA , that the IAA due to certain circumstances cannot
render to him / her
 Will cause discomfort to other passengers
 Will cause emergence of any risk for him or herself or for other passengers, or
property of passengers and of the airline
 If passenger did not follow the instructions of the IAA, if the carrier is concerned
about securing the safety of the flight, comfort and quality of transportation of other
passengers, if individual creates inconveniences for transportation of other
passengers, in connection with which IAA may not be able to perform its obligations
to passengers that are on board the aircraft.
 If the passenger behaves in such a way or demonstrates such behavior that causes
concerns for the safety of the flight during transportation of such a person. Such
behavior includes passenger’s aggressive behavior including threats to other
passengers, employees of the carrier and the crew.
 If the passenger refuses to undergo inspection for aviation safety.
 If the passenger may constitute or already constitutes a danger for other passengers
(baggage, cargo) or for aircraft.
 If the passenger did not present for inspection the documents necessary for the trip.
 If the passenger attempts to enter a country of transit, for which he / she does not
have a valid entrance document.
 If the passenger during the flight damaged the ticket or other identification
documents.
 If the ticket presented by the passenger:
 is not valid for transportation (in such a case the airline has a right to withdraw
this ticket, to declare it invalid and to deny return of any sums)
 was declared lost, stolen, invalid, contains counterfeit material or otherwise
causes suspicion (in such a case the carrier has a right to withdraw this ticket, to
declare it invalid and to deny return of any sums)

Part: 14
Issue: 05
Rev: 00
 If the person that presented the ticket, cannot identify him or herself as the person
indicated on the ticket (in such a case IAA has a right to withdraw this ticket, to declare
it invalid and to deny return of the amount).
 If the passenger is already guilty of the above listed actions or violations, and there is
evidence that such behavior may be repeated.
 If the passenger has alcoholic or narcotic intoxication.
In the case of removal of a ticket, the carrier takes a formal note, the original of which
is available to passengers and a copy to the carrier.

Part: 14
Issue: 05
Rev: 00
14.7 Denied Boarding Compensation D.B.C.

 In cases of denied boarding IAA shall offer a compensation, in the countries where
this is established, to all passengers holding valid tickets with a regularly confirm and
registered booking and who presented themselves at check-in within the set time
limits.
 The D.B.C. regulations differ from country to country and are applied only when the
local Government Authorities have arranged for or authorized its application.
 The Station Managers shall send to IAA Safety and Quality Assurance dept. a copy
of any new local regulations, indicating the relative new law provision or government
authorization.In addition, where necessary or commercially advantageous, the KK, in
agreement with their own Representatives, may adopt any local variations applied by
the national Carrier or by competitors, informing Dept. of Procedures and
Regulations of the fact.
No compensation is paid in the following cases:
 The flight is cancelled;
 Transportation cannot be ensured owing to government requisition, even if only
partial, of the seats on board;
 Transportation cannot be ensured because Iran Aseman Airlines is forced to
operate the flight on an aircraft of an inferior capacity to that of the scheduled
aircraft, owing to causes beyond its control, including technical, operational or
security problems;
 The passenger was checked-in on a go-show basis;
 The passenger refuses to undergo security checks or to comply with Iran
Aseman Airlines' legitimate instructions;
 The passenger's behavior, the passenger's state of health or the passengers
condition are such that IAA is authorized to refuse transportation, as provided by
the "General Transportation Conditions";
 Any other circumstance occurs on the grounds of which IAA is entitled to refuse
the passenger transportation, as provided by IAA "Transportation Conditions" or
in conformity with international law provisions; or any suggestions. For further
information contact IAA Safety and Quality Assurance dept.

Part: 14
Issue: 05
Rev: 00
 Following rules shall be taken into consideration in case of denied boarding

compensation:
Passengers who are qualified for denied boarding on a scheduled flight shall meet
the following conditions:
 In possession of a valid ticket with confirmed reservation for particular flight
shown on the ticket.
 Have presented themselves for check-in within the stipulated time limits and be in
possession of the necessary travel documents.
 In the event that all passengers booked cannot be accommodated on a flight,
shall give first priority to handicapped passengers and unaccompanied children.
 Passenger who are denied boarding ,voluntarily or otherwise, shall have the
choice of:
o Re-routing to the final destination of the ticket presented at the check-in by the
first available flight(s) or at a later date at the passenger's convenience
o Full refund of the unused portion of the ticket.
o any passenger denied boarding shall be offered ,in addition to the
compensation payment ,the following:
 A telephone call and a telex or fax message to the destination POINT;
 Meals , refreshment and hotel accommodation as appropriate while waiting
for alternative transportation arrangements.
Note 1: IAA has a right deny transportation at any stage to the passenger/baggage and can
disembark the passenger from on-board or cancel the reservation, if it establishes that such
an action is necessary.
Note 2: For boarding of Passengers that Requiring Special Handling refer to part 1.8 for
more details.

Part: 15
Issue: 05
Rev: 00
Disembarkation Date: 01 May 2017
Part 15
Disembarkation

Part: 15
Issue: 05
Rev: 00

Part: 15
Issue: 05
Rev: 00
Table of Contents
15.1 Introduction ................................................................................................................5
15.2 Passengers in Transit................................................................................................6
15.2.1 Disembarkation or Stay on Board..........................................................................6
15.3 Connecting Passengers ............................................................................................7
15.3.1 Check-in ................................................................................................................7
15.3.2 Delays Caused by Late Arrival of Connecting Passengers ...................................8
15.4 PTM ...........................................................................................................................10
15.5 Lay-Over Expenses..................................................................................................13
15.5.1 Connection between Two Iran Aseman Airlines Flights ......................................13
15.5.2 Connection between Flights of Two Different Carriers ........................................13
15.5.3 Connection over 24 hours ...................................................................................14
15.5.4 upon Arrival of the Passenger .............................................................................14
15.6 Disembarkation Order .............................................................................................15

Part: 15
Issue: 05
Rev: 00

Part: 15
Issue: 05
Rev: 00
15.1 Introduction
Upon arrival of the aircraft station staff shall:
 Take all the necessary steps for rapid disembarkation of the passengers, taking care that
they do not circulate freely under the aircraft;
 Ensure supervision and be ever ready and available to deal with any requests or to
intervene in case of irregularities. Passengers shall carry out the required arrival formalities
directly (immigration, health, police, baggage retrieval , customs);
 Make the flight arrival announcement when this is in accordance with local operations and
according to the modalities given in the "Public Information"
 Hand out the transit passes;
 Communicate the number of transit passes handed out , to the Cabin Attendant in charge
of the flight;
 Ensure that any messages for passengers are delivered by using the appropriate panels,
where installed , or calling the passengers directly upon arrival of the flight ;
 Identify , from the messages received , those passengers for whom it will be necessary to
proceed to the regularization of:
- The flight coupons, due to errors made during check-in at the station of origin;
- Outstanding payments.

Part: 15
Issue: 05
Rev: 00
15.2 Passengers in Transit

15.2.1 Disembarkation or Stay on Board
Passengers in transit are usually disembarked from the aircraft and accompanied to the airport,
where they await re-embarkation without undergoing any further formalities. The station will decide
whether to disembark the passengers or keep them on board depending on the local situation and
on considerations pertaining to individual flights:
 The necessity to recuperate delays;
 Adverse weather conditions at the station;
 Conditions limiting the use of the airport facilities;
 Refueling, etc.
 Provisions of the local Authorities.
Should it be decided to keep the passengers on board during the transit, the station shall:
 Inform the captain via radio or at block-on of the aircraft so that cabin crew may, in turn,
inform the passengers;
 Send a Sitatex /Fax/E-mail/other available means message to all the next stations en-route
so that they in turn may evaluate whether to keep passengers on board or disembark them.
Note: Stations Managers (KK) shall promptly inform Commercial and Airport Services Affairs and
Central Station of the local regulations in force.

Part: 15
Issue: 05
Rev: 00
15.3 Connecting Passengers

Connecting passengers are those passengers who, on arriving at a given station, continue their
journey on the first available flight of the chosen carrier to their final destination or to the next stop-
over station.
A connection differs from:
 a voluntary stopover, which is an interruption in the journey deliberately decided by the
passenger in agreement with the carrier;
 a transit, which defines the status of a passenger undertaking a multi leg journey on the
same flight.
Connecting time is expressed differently according to its specific application:
Minimum Connecting Time
It is published in the OAG and IATA Ticketing Handbook and is used for booking purposes.
Maximum Connecting Time
It is used for baggage tagging purposes.
Maximum Stop over Time
This is given in part 15.5 and it is used to absorb stop over expenses.
Connecting passengers with a regular booking are indicated in the PTM (Passenger Transfer
Message) so that the required assistance may be arranged for.
If the PTM indicates any short connections and /or misconnection the station shall:
 Inform the carriers involved of passengers continuing on their flights;
 Arrange for alternative connections taking into particular consideration the passenger's
nationality ;
 Assist the passengers who are entitled to services at the IAA expense (transportation,
meals, hotel accommodation).
 Direct passengers with "through check-in " passes to the boarding gate;
 Inform the competent body of the transfer of the short connection baggage onto the
passengers continuation flight;
Take any necessary steps to ensure that passengers requiring special assistance are boarded on
their connection flight.
15.3.1 Check-in
The station staff / agent shall:
 Carry out the usual check-in operations;

Part: 15
Issue: 05
Rev: 00
 Record baggage data on the basis of those appearing on the flight coupon of the station of
origin and check that the destination on the baggage stubs attached to the ticket is correct.
If the destination is incorrect , replace and attach the correct tags to the baggage;
 If a through check-in passenger does not show up at the boarding gate, the through check-
in shall be cancelled and any baggage belonging to the passenger disembarked ;
Note: Baggage belonging to passengers in transit who miss their connection or do not show up at
the boarding gate shall not be loaded on board.
 If a passenger arrives at the gate with his/her baggage, check on the flight coupon that the
baggage is not in addition to that already registered by the station of origin for the final
destination.
 If the baggage is additional: Enter in the "Restrictions /Endorsements" box on the relative
flight coupon as well as on the passenger receipt:
- "ADD BAG";
- The number of pieces of baggage;
- The weight of the additional baggage.
Should the baggage in question exceed the set baggage allowance, write down and encircle the
number of pieces or the baggage weight for which an excess supplement has been paid (e.g.:
ADD BAG2/10).
For connections from other Carriers to an Iran Aseman Airlines flight , if baggage is missing , at the
passenger's request the delivering carrier shall initiate the usual tracing procedure, if available,
automatic tracing system.
The tracing data shall also be sent to the EP station of final destination, to which the baggage shall
be promptly re-routed if found.
At the passenger's arrival, the Iran Aseman Airlines final destination station, shall issue the
standard AHL or P.I.R. and initiate the usual tracing procedures.
The above mentioned procedures shall be applied in compliance with the IATA passenger
services conference resolutions manual 780, in order to accelerate tracing operations and provide
the passenger with the best assistance, as well as for the purposes of any compensation,
damages and/or recovery from third parties.
15.3.2 Delays Caused by Late Arrival of Connecting Passengers

The departure of an Iran Aseman Airlines flight may be delayed in order to wait for connecting
passengers, within the time limits and on the conditions stated in the following procedure.

Part: 15
Issue: 05
Rev: 00
Domestic flights can only be delayed in exceptional cases, each case to be evaluated and agreed
upon with the Central Station office.
● a flight shall not be delayed in order to wait for a number of passengers lower than10
passengers for international flights;
 The station shall have precise information on the estimated time of arrival of the delayed
flights, also relating to local air traffic congestion situations ;
 The connecting passengers shall hold confirmed bookings for their continuing flight and
shall be arriving on a delayed flight , either of Iran Aseman Airlines or of other Carrier;
 It shall be impossible to re-route these passengers on other Iran Aseman Airlines flight or
on those of Carrier in pool ;
 It shall be possible to transfer the passengers' baggage on to the waiting flight;
 Checked-in passengers having connection flights at the station of arrival shall not be
caused to miss such connections ;
 The wait shall not cause further delay in obtaining take-off permission from the air traffic
authorities;
 The delayed departure shall not cause further delay in obtaining landing permission at the
station of arrival;
 International flights may be delayed up to 15 minutes, providing that the above conditions
are respected;
Contact the Central Station office for more serious delays or for lower numbers of passengers than
those established, communicating all the necessary information (commercial, operational) so that
IAA may take appropriate action.

Part: 15
Issue: 05
Rev: 00
15.4 PTM
The PTM (Passenger Transfer Message) is sent to transit and destination station when there are
passengers continuing on connecting flights.
 The PTM shall be sent immediately after take-off of the flight in order to ensure that
connecting passengers are given the necessary assistance upon arrival.
For the station addresses see the "Addresses in Traffic Messages Handbook".
 When sending the PTM use the minimum number of addresses per station.
 In case of delay, the PTM shall still be sent, even if the connection was missed.
 The message shall be sent separately to each station involved.
 If the flight time is of 90 minutes or less, the PTM shall be sent with the "QU" priority code.
N.B.
 For each flight / destination, data concerning one passenger only shall be indicated on the
same line;
 Names shall be listed in alphabetical order;
 For more than one flight / destination, the relative data shall be given in sequence.
Message in Multiple Parts

If the PTM is generated in multiple parts, each part shall contain the address element,
communications reference element, message identifier element, flight element, and the END
element.
Components
The PTM contains the following components:
Address element HDQRMNW
Communications reference element ● AMSKMKL151515
Message identifier element PTM
Flight element NWǿǿ55/15MAR AMSBOS PART 1
Transfer passenger data DL543/14ATL 2Y 2B
Name element JONES/TOM
End element ENDPTM
For further information about detailed specifications on each element refer to IATA Passenger
Services Conference Resolutions Manual (36th Edition Recommended Practice 1718)

Part: 15
Issue: 05
Rev: 00
Examples
Example of A NIL PTM
JFKKPBA
● LHRKPJD 121234
PTM
JD1234/12JAN LHRJFK PART1
NIL
ENDPTM
Example of a Numeric PTM, Showing a CHD and INF

JFKKPBA
● LHRKPJD 261455
PTM
JD1234/26JAN LHRJFK PART1
AAǿ21 LAX 4Y 3B
AAǿ21 LAX 1Y ǿB ●SA
AA595 DTW 3Y 4B ●INF 1
AA665 SJU 1Y 1B ●CHD1
AC189S YUL/S 1F 2B
AC189 YUL 2Y 3B
AC189 YUL 1Y 2B ●INF 1 ●RQ
AF8467 DAY 3Y 2B
CO456/27 DEN 1C ǿB
DL327 MIA 2F 3B
DL327 MIA 4Y 5B ●CHD2 ●INF1
DL327 MIA 1Y 2B ●RQ
DL327 MIA 2Y 1B ●SA
OAǿ73/27/N DCA 1Y 1B
OA1ǿ5 DFW 4Y 3B
TW219 CLE 5Y 3B
TW8ǿ1 IAH 2Y 1B
UAǿ15 LAX 4Y 3B
UA1 ǿ15 CLE 1Y ǿB
ENDPTM

Part: 15
Issue: 05
Rev: 00
Example of A Name PTM

JFKKMAB JFKKPCD
●FRAKPLH 1217ǿǿ
PTM
LH ǿǿ6/12JAN FRAJFK PATR1
AA177 SFO 1M 2B GANESAN/STEVEMR
AA667 SXM 2F 6B BERGSTROEM/ALBERT/PENNY ●CHD1
AF935 CCS 1Y 3B CHAILLOT/YOLANDAMRS ●INF1
AF935 CCS 4Y 8B LI/WANG/BINTO/CHOUMIN/DOULA●CHD2 ●INF1
AF935 CCS 2Y 3B BRAULT/LENNYMR/OLIVEMRS ●RQ
DL3668 CAE 3Y 6B BOUCHEPILLON/OLIVIER/MICHELLE/CHANTELLE
UA1ǿ15 CLE 3Y 2B HERNANDEZ/MIGUEL/NORA/OMAR●SA●CHD2
Note: For the purposes of automatic processing it is important that the spacing and punctuation
shown in the above example are strictly respected.

Part: 15
Issue: 05
Rev: 00
15.5 Lay-Over Expenses

The IATA passenger services conference resolutions manual defines and regulates the conditions
at which carriers may bear stop over expenses for connecting passengers.
The Resolution in no way obliges a carrier to bear lay-over expenses but sets the limits within
which a carrier may operate without competing unfairly with other carriers.
Therefore, in the respect of the established conditions, Iran Aseman Airlines reserves ample
discretion as regards meeting the costs of connecting passengers traveling on two of its flights,
taking into consideration the commercial impact of the passenger and the fare category of the
passenger's ticket, while it refers to specific (multi and bilateral) agreements as regards the
absorption and sharing of the lay-over expenses for connecting passengers on flights of two
different carriers.
Lay-over expenses are those expenses which are agreed upon with the passenger at time of issue
of a ticket for a route which necessarily includes long stopping times for online or interline
connections ; these expenses cover:
 surface transportation airport/downtown and vice versa or between two airports located in
the same city ;
 meals;
 hotel accommodation;
 Airport tax fees.
The conditions necessary for IAA to bear lay-over expenses are the following:
15.5.1 Connection between Two Iran Aseman Airlines Flights

On arrival at the connecting station the passenger shall hold a ticket with a confirmed (OK)
booking.
15.5.2 Connection between Flights of Two Different Carriers

On arrival at the connecting station the passenger shall hold a ticket with a confirmed or requested
booking (OK or RQ ) or , even if he/she does not hold a flight ticket, he /she shall have a confirmed
booking (OK) for the continuing journey.
The passenger shall nevertheless buy a flight ticket before any lay-over services are granted.
Lay-over expenses may be covered by the carrier for connections within 24 hours until the
continuing flight's time of departure;

Part: 15
Issue: 05
Rev: 00
15.5.3 Connection over 24 hours

Up to a maximum of 24 hours and on condition that the passenger takes the first flight of the
carrier the passenger is booked on, for the continuation of the journey.
15.5.4 Upon Arrival of the Passenger

 The "Lay-over Expenses" form shall be filled in , detaching any coupons concerning any
services which are not provided , taking into account the time of arrival and the duration of
the passenger's lay-over:
 Confirm or book the hotel accommodation ;
 Write "LAY-OVER EXPENSES BORNE BY EP" in the "Restriction/ Endorsements " box
on the passenger's ticket;
 Give the passenger the vouchers for the services provided.
 No cash sum should be paid to the passenger except when a cash payment is required for
surface transport;
 Carry out any necessary action to ensure that the passenger is conveyed to the hotel;
 Inform the passengers of the pick-up time for return to the airport.

Part: 15
Issue: 05
Rev: 00
15.6 Disembarkation Order

Should it become necessary to disembark passengers for operational reasons (e.g. change and/or
variation or aircraft, incomplete flight crew, variation of fuel load, weather conditions, etc.), the
disembarkation process should be carried out in the following order:
1. Dead load;
2. First disembark passengers who are of the least economic or commercial importance for IAA
and those who do NOT present re-routing problems;
3. When conditions are equal, disembark in the following order;
 Originating passengers with no connections at another station ;
 In transit passengers from other flights with no connections at another station;
 Originating passengers with connections at another station ;
 In transit passengers from other flight with connections at another station.
When selecting passengers for disembarkation, their booking shall be taken into consideration, first
choosing those passengers who did NOT have a confirmed booking (GO-SHOW, RQ, etc.);
At transit stations the order of disembarkation is applicable only to originating traffic and NOT to
passengers in direct transit.
The only exceptions to the above regulation are the PADs who can also be accepted.

Part: 15
Issue: 05
Rev: 00

Part: 16
Issue: 05
Rev: 00
Re-routing Date: 01 May 2017
Part 16
Re-routing
Rtyuik[;’
Part: 16
Issue: 05
Rev: 00

Part: 16
Issue: 05
Rev: 00
Table of Contents
16.1 Involuntary Re-routing.......................................................................................................... 5
16.1.1 Types and Causes of Involuntary Re-routing............................................................. 5
16.1.2 Causes of Involuntary Re-Routing .............................................................................. 5
16.1.3 Re-routing Modalities ................................................................................................... 6
16.2 Direct Re-routing................................................................................................................... 7
16.3 Indirect Re-routing ................................................................................................................ 8
16.4 Re-routing from an Intermediate Station Owing to "Flight Interruption" ........................ 10
16.5 Management of Additional Costs Charged to IAA ............................................................ 11
16.5.1 Hotel Accommodation ................................................................................................ 11
16.5.1.2 International Flights ............................................................................................. 12
16.5.3 Re-Routing of Charter Flight Passengers ................................................................ 14
16.6 Operational Irregularities.................................................................................................... 15
16.6.1 Assistance during Waits............................................................................................. 16
16.6.2 Change of Version or Type of Aircraft ...................................................................... 17
16.6.3 Presence on Board of Higher Number of Passengers ............................................ 17
16.6.4 Delayed Arrival of the Bus from the City Terminal .................................................. 17
16.6.5 Reduced Assistance on Board .................................................................................. 17
16.6.6 Delayed Take-off/Missed Connection....................................................................... 17
16.6.7 Omission of a Station ................................................................................................. 18
16.6.8 Diversions ................................................................................................................ 18
16.7 Procedures for Passenger Management during Serious Delays or Cancellations ........ 19
16.7.1 Serious Delay.............................................................................................................. 19
16.7.2 Objective...................................................................................................................... 19
16.7.3 General Guidelines..................................................................................................... 19
16.7.4 Departure Assistance ................................................................................................. 19
16.7.4.1. Departure Subject to Know Serious Delay (New ETD Already Scheduled) . 19
16.7.4.2 Indefinite Delay/Cancellation of Flight Forecast (New ETD Unknown) .......... 21
16.7.4.3 Chartering a Substitution Aircraft ....................................................................... 21
16.7.4.4 Assistance on Arrival........................................................................................... 21
16.8 Flight Interruption Manifest (FIM) ...................................................................................... 24

Part: 16
Issue: 05
Rev: 00

Part: 16
Issue: 05
Rev: 00
16.1 Involuntary Re-routing

Involuntary re-routing means the need of involuntary change in the journey or transportation of
passengers to their final or stopover destinations by means of transport other than those scheduled
(IAA services, services of other Carriers, surface transport) as a consequence of one of the
following operational irregularities:
 Cancellation of a flight ;
 Significant delay of a flight with respect to schedule;
 Omission of the destination or stopover station ;
 Impossibility of boarding the passenger on the booked flight;
 Impossibility of boarding the passenger on the previously booked connecting flight;
 Interruption of a flight en route.
16.1.1 Types and Causes of Involuntary Re-routing

Involuntary RE-ROUTING may be:
 Direct, when the route is unchanged;
 Indirect, when the route is different from the scheduled one.
With the exception of normal fare tickets, if re-routing is scheduled with another Carrier more than
24 hours prior to the departure of the continuing flight, the receiving Carrier shall be informed in
advance so that it may grant authorization for Re-routing on its services.
If an involuntary re-routing causes a missed connection with another Carrier, wherever possible the
latter shall be consulted for the scheduling of the new route.
16.1.2 Causes of Involuntary Re-Routing

Involuntary re-routing maybe caused:
 By force major
When the causes determining the irregularity are completely beyond the IAA's control, such as:
- Adverse weather conditions;
- War or political events;
- ATC;
- Inefficiency of other bodies operating at the station.
 By IAA
When IAA is definitely responsible for the irregularities occurred,
For example:
- Technical reasons;

Part: 16
Issue: 05
Rev: 00
- wait for the flight crew and/or the aircraft;

- Strikes;
- Overbooking
- Missed connection.
16.1.3 Re-routing Modalities

The following order of preference shall be observed for alternative re-routing:
 IAA flights;
 flights of sister carriers with a pool, code sharing or joint venture agreement;
 flights of other Carriers ;
 surface means of transport;
The baggage shall always be re-tagged and re-routed to the point to which air transport is
guaranteed either by issuing a new tag for the new route or by using the "re-routed" sticker form)
writing the new route/flight data on the passenger's baggage stubs.
If the baggage was re-routed on a different route from that of the passenger, the destination
station shall be informed of the irregularity via a Sitatex/Fax/E-mail/Other available means
message containing all details relative to the passenger and his/her baggage. (Routes, passenger
names, baggage tag numbers)

Part: 16
Issue: 05
Rev: 00
16.2 Direct Re-routing

 On Iran Aseman Airlines Flights
Include the original flight coupons in the re-routing flight documentation according to the procedure
in force.
 On Flights of other Carriers
Endorse the flight coupons to the sister carrier as per the procedure in force
Exception
In the case of special fares applied by Iran Aseman Airlines the FIM (Flight Interruption Manifest)
form shall always be used.
A copy of the FIM shall be sent to Finance Dept., always together with the flight coupons collected
from the passenger.

Part: 16
Issue: 05
Rev: 00
16.3 Indirect Re-routing

 On Iran Aseman Airlines Flights
- Collect the original flight coupons without re-issuing the tickets and include them with the
documentation for the first re-routing flight prepared.
- Send an FIM format Sitatex / Fax/E-mail/Other available means to the stations concerned
and a copy of the same to Airport Services Dept. and Finance Dept. The connecting station
will include the Sitatex /Fax/E-mail/Other available means in the documentation for the
continuing flight.
The above-mentioned procedures may also be carried out when only the first leg of the re-routing
journey is covered by Iran Aseman Airlines flight.
In this case the FIM format Sitatex/ Fax/E-mail/Other available means must be sent to the first
station of arrival which, upon reception of the Sitatex / Fax/E-mail/Other available means, will
provide due assistance for the passengers and re-issue the new tickets on the basis of
"INVOLUNTARY RE-ROUTING" so that the receiving carrier may be given the flight coupons for
the continuing leg.
 on flights of Other Carriers
- Re-issue the ticket to the passenger's final destination, including any "SURFACE"
coupons. When, owing to valid reasons, the delivering Carrier is unable to re-issue the
ticket, re- issuing may be directly carried out by the receiving Carrier;
- Send a "PAX DISPO" message (even for delays of over 2 hours) in order to ensure that
passengers will be given due assistance on arrival and that the persons awaiting the
passengers at the station are given the proper information.
The message must be addressed to:
 The passenger's connection and destination stations;
 The locality where the passenger's ticket was booked and at that of origin of the flight,
where applicable;
 Airport Services Dept.;
 Central Station according to the areas concerned: international, domestic.
The message must contain:
 "PAX DISPO" followed by the number and the date of the flight which was subject to
operational irregularities, the type and cause of the irregularity and the length of any
delay;
 "CONTINUE SAME FLT" followed by the list of the passengers continuing their
journey on the same flight (only in cases of delayed flights);

Part: 16
Issue: 05
Rev: 00
 "RE-BOOKED" followed by the list of the re-booked passengers per flight;

 "RE-ROUTED" followed by the list of the re-routed passengers per flight or per
destination;
 "SURFACE" followed by the list of the passengers re-routed on surface means of
transport, the identifier for their destination, the selected means of transport and the
estimated time of arrival;
 "REST" (or "OVERNIGHT"), HOTEL, PHONE, followed by the list of passengers
accommodated at the hotel to rest or for overnight stay, also specifying their re-
routing details;
 "TRIP CANCELLED" followed by the list of the passengers who cancelled their
journey. In the event that hotel accommodation is required at the connecting point
owing to involuntary re-routing, passengers shall be given the "LAY-OVER”
Exception
In the case of special fares applied by Iran Aseman Airlines, the FIM (Flight Interruption Manifest)
form shall always be used.
A copy of the FIM shall be sent to Airport Services Dept. and Finance Dept. together with the flight
coupons collected from the passengers.

Part: 16
Issue: 05
Rev: 00
16.4 Re-routing from an Intermediate Station Owing to "Flight Interruption"

When, for operational reasons, a flight is interrupted at a station en route and the flight coupons for
the interrupted flight are not available, the FIM shall be filled in and no new tickets should be re-
issued.
If the re-routing of the passengers is carried out on Iran Aseman Airlines flights the FIM shall be
filled in duplicate.
 The original copy, duly filled in, shall be sent to Finance Dept. together with the flight
coupons of passengers ORIGINATING from the station where the flight was interrupted;
 The second copy shall be kept in the station files.
 Should it be necessary to re-route the passengers on flights of other Carriers the FIM shall
be filled-in triplicate:
 The original copy, duly stamped and signed, shall be given to the receiving Carrier;
 The first copy shall be sent to Finance Dept. together with the flight coupon of the
passengers originating from the station where the flight was interrupted;
 The second copy shall be kept in the station files.
The following information shall then be entered in the "Restrictions/ Endorsements" box on the
passenger coupons:
 The station at which re-routing begins;
 The destination;
 The name of the receiving Carrier.

Part: 16
Issue: 05
Rev: 00
16.5 Management of Additional Costs Charged to IAA

Should involuntary re-routing imply additional costs being charged to IAA for:
 hotel accommodation :
 airport tax fees, telephone or telegraph messages;
 meals and drinks;
 transfer from/to the airport;
 re-routing on different routes (other Carriers);
 Re-routing by surface means of transport.
The station will manage such expenses which may be absorbed on the basis of economic and
commercial assessments such as:
 the type of fare paid;
 the passengers commercial importance which is not necessarily connected to the fare paid:
 The kind of irregularity which occurred;
 IAA's degree of responsibility.
Should the involuntary re-routing involve the payment of a service charge of the passage from a
baggage allowance per piece to one per weight (or vice- versa) the passenger must not be
charged any additional cost.
If, on the other hand, there are no service charges for the new route, and passenger has already
paid such service charges for his/her original flight, he/she must be refunded the difference paid.
The passengers may be upgraded to a higher class on another carrier's flight on condition that
there are no seats available in the class corresponding to the fare paid and only once the other
Carrier's agreement has been obtained. The latter (other Carriers) must be informed that the
request is based on "involuntary upgrading".
In this case no additional cost will be charged to the delivering carrier.
The above mentioned upgrading is only permitted on the condition that no alternative solutions
involving no additional costs are found before the flight's departure.
16.5.1 Hotel Accommodation

If re-routing is not possible on the same day, hotel accommodation shall be provided for
passengers, taking into account the following:
16.5.1.1 Domestic Flights
 Originating Passengers Resident
Hotel accommodations expenses will be covered only in the case of irregularities occur after the
flight's departure.

Part: 16
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Rev: 00
 Originating Passengers Non- resident and Connecting Passengers

Hotel accommodation expenses will be covered only in the case of irregularities, which are
attributable to IAA or irregularities occurring after the flight's departure.
16.5.1.2 International Flights

 Originating Passenger's Resident
Hotel accommodations expenses will be covered by IAA only in the case of irregularities occur
after the flight's departure.
 Originating Passengers Non- resident and Connecting Passengers

For all other passengers the expenses will only be covered in the case of operational irregularities
which are attributable to IAA or irregularities occurring after the flight's departure.
It is the task of the station manager to define precise agreements with the hotels selected by IAA
the service to be offered to passengers, which should never be left to the discretion of the hotels'
management.
Where hotel accommodation expenses are covered by IAA, the "Hotel provided" note must be
entered in the "Restrictions/Endorsements" box on the passengers' flight coupon for the continuing
flight.
This will allow identifying those passengers who have benefited from Services charged to IAA, in
view of any endorsement requests.
In the event of involuntary re-routing it is at the station Managers discretion whether or not IAA will
cover the costs of the telephone calls, meals, drinks, etc, of the passengers being re-routed .
16.5.2 Re-routing by Surface Means of Transport

If may sometimes occur that passengers shall be re-routed by surface means of transport such as:
 public transport (train, coach, bus);
 private coaches;
 taxis
In the event of thick fog, ice or other extreme weather conditions surface means of transport such
as trains or buses might be considered preferable for all passengers since they are safer and more
easily controlled.
The station organizing the surface re-routing must:
 collect the flight coupons for the leg not flown;

Part: 16
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Rev: 00
 staple the "Refund Form" (reimbursement voucher for surface transport), duly validated by
the station stamp and the station Manager's signature, to the cover of the ticket, to be kept
by the passenger;
 staple the validated tag of "Refund Form" , to the collected flight coupon;
 Inform passengers that they may request the refund for any difference in value between the
flight coupon and the surface transport fare at any Iran Aseman Airlines offices.
Subsequently, the Stations must:
 Fill in the" expense statement for cancellations /re-routing /delays" form. and:
The White and Green Copies
Must be sent to Finance Dept., attaching the unused flight coupons or an explanatory message
should these be missing;
The yellow copy
Must be kept in the station files.
 Upon departure of the re-routed passengers, where the means of transport is available on
the spot, send a Sitatex /Fax/E-mail/Other available means message to the destination
station and to Central station, specifying:
- The flight concerned;
- Number of the passengers re-routed by surface means of transport;
- The actual departure time of the surface means of transport.
For the passengers' convenience arrange for coaches or buses to stop at the station of destination
as well as at the city terminal, or at the Central railway station if there is one.
Upon arrival of the re-routed passengers, the Station of destination must send a Sitatex, Fax/ E-
mail/Other available means message to the station of departure of the surface transport, and to the
Central station to specify the actual time of arrival.
This will allow to promptly informing the people awaiting the arrival of the re-routed passengers.
Conventionally the cost of surface transport by train/bus/coach is considered equal to:

Iranian 1st Class Ticket Plus Supplement
Therefore, Iran Aseman Airlines Offices, upon presentation of the "Refund From must refund the
passenger the difference between:
The value of the flight coupon for the leg of journey, which was not flown, calculated on an
involuntary re-routing basis, and the 1st class ticket fare plus supplement for the same
journey.

Part: 16
Issue: 05
Rev: 00
This regardless of the actual expenses IAA sustained in providing the surface re-routing.
16.5.3 Re-Routing of Charter Flight Passengers

In the case of Charter flights, should IAA be unable to, owing to factors beyond its control or to
irregularities for which it is not responsible:
 Land at the station of destination scheduled according to the "Charter Agreement" ;
 Carry out the flight owing to adverse weather conditions, technical problems, etc.
The passengers must be re-routed on scheduled flights, as established for the involuntary re-
routing of passengers traveling on scheduled flights, in the cheapest class of service.
When Charter passengers are re-routed on a scheduled flight of another carrier IAA must pay the
normal fare applied by IAA for the class of service used.
The Station Manager must therefore, on each occasion, assess whether it would not be more
convenient to accommodate the passengers at a hotel in order to subsequently re-route them on
an Iran Aseman Airlines Flight.
Note: The above mentioned procedure is valid as a general rule, since for each case the station
shall refer to the instructions received on the basis of the charter contract.

Part: 16
Issue: 05
Rev: 00
16.6 Operational Irregularities

"Operational irregularities" are all those events that affect flight regularity or the service offered to
passengers, such as:
 Delayed flights;
 Cancelled flights;
 Route variations;
 Diversions;
 Station omissions;
 Missed connection;
 Change of aircraft version and/or aircraft;
 Seat unavailability in the chosen class of service;
 Presence of a number of passengers holding "OK" tickets higher than the number of
passengers the aircraft can accommodate at the station;
 Delayed arrival of the bus from the city terminal;
 A higher number of passengers on board than that which the class of service can
accommodate;
 Reduced assistance on board.
In the case of an event leading to operational irregularities the competent Bodies (Operations Co-
ordination, Operation Center, Flight Captain, Station Manager, Line Engineer, Catering, etc.) must
exchange all information in detail concerning the type and extent of the irregularity.
Any decision agreed upon verbally between the various competent bodies should subsequently be
confirmed in writing (Sitatex/ Fax/E-mail/Other available means), if considered necessary,
When the irregularity occurs at the station, the Station Manager must:
Inform Airport Services Dept. and Central Station immediately of any expected variation in flight
operations by entering the updated take-off time in the automatic system or by sending a Sitatex/
Fax/E-mail/Other available means message. It should be born in mind that the time of closing of
the flight (scheduled at 30 minutes before take-off) is a guideline and may be altered by Airport
Services Dept. and Central station according to the requirements of each flight.
Therefore, stations where a different time of closing of a flight is expected must communicate the
fact to Airport Services Dept. and Central station via Sitatex/Fax/E-mail/Other available means
message.
 Trace the original cause, which is identified and transmitted by Airport Services Dept. and
Central station in a "plain language message" via agent set or via Sitatex /Fax/E-

Part: 16
Issue: 05
Rev: 00
mail/Other available means to non-automated stations so that the public may be precisely
and directly informed;
 Send the same "message" to the Flight Crew of departure flights so that passengers may
be duly informed;
 Immediately inform passengers in detail of the operational irregularity , in order to limit as
far as possible any inconvenience caused , applying the criteria given in the "Information to
the public;"
 Initiate all possible actions towards offering the passengers due assistance, both during the
wait and in the event of involuntary re-routing;
Send a "PAX DISPO" message, even in the case of delays of over 2 hours;
 In the event of involuntary re-routing;
 Apply the disembarkation order.
Should there be difficulties in communicating with operations Co-ordination, the Station Manager
must:
Take decisions independently, following the provisions contained in IAA manuals, and inform
Operations Co-ordination, the Stations en-route, the Representatives and the Booking Offices
concerned as soon as possible. If the operational irregularity is solved sooner than announced,
any decisions concerning the possible interruption of any assistance operations already initiated,
Should be taken in agreement with Operations Co-ordination, or, if communication with the latter is
not possible, with the Captain of the flight concerned.
16.6.1 Assistance during Waits

Offer waiting passengers:
 For delays of over 90 minutes;
- Soft drink.
 For delays of over 150 minutes;
- A snack or a meal, in the cases where a meal is to be served on board and can be
obtained by either not loading it or having it unloaded.
The station Manager must assess the possible absorption of any telephone costs resulting from
the delay, for passengers who request it.
If boarding has already taken place, passengers may be allowed to stay on board at their own
request, where compatible with local regulations and IAA requirements.
For night waits refer to "Hotel accommodation.

Part: 16
Issue: 05
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16.6.2 Change of Version or Type of Aircraft

When a scheduled aircraft is replaced by another of inferior capacity, for passengers who have
already checked-in the disembarkation order is applied disembarked passengers shall be assisted
as described in the "Involuntary Re-routing."
Presence at the Station of a Number of Booked Passengers and/or Passengers Holding

"OK" Tickets which Is Higher than the Number of Passengers the Aircraft Can
Accommodate.
Once the flight is full assist the remaining passengers who presented themselves within the check-
in time limits according to the `Involuntary rerouting" procedures.
16.6.3 Presence on Board of Higher Number of Passengers

When Presence on Board of Higher Number of Passengers than that which May be
Accommodated by Aircraft
Check, first of all, whether any boarding errors have occurred, then:
 If there is seat availability, proceed with any transfer of class directly on board;
 If necessary, disembark the passengers in excess, according to the priorities established in
the disembarkation order. Retrieve disembarked passengers baggage and apply the
regulations for involuntary re-routing.
16.6.4 Delayed Arrival of the Bus from the City Terminal

IAA is only responsible in this case if there is a check-in service at the terminal and the passengers
have already been checked-in.
16.6.5 Reduced Assistance on Board

Should it not be possible to load required catering supplies the Station Manager, in agreement with
Operations Co-ordination, if contact is possible, and with the Flight Captain, may delay the take-off
so that the meal may be offered on ground.
If the lack of catering supplies is caused by a strike of the Catering IAA staff, passengers should be
duly informed.
16.6.6 Delayed Take-off/Missed Connection

Once the extent and nature of the delay is known, inform all sections of the Station and the flight
crew and send the DLY message.

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If the delay is likely to lead to missed connections, inform the passengers of the fact and affix the
bilingual stamp reading "Passenger informed connection not ensured" on the flight coupons for
the continuing flight.
16.6.7 Omission of a Station

If a scheduled station is omitted All the stations en-route must be informed immediately so that
they may:
 Guarantee the rapid re-routing of passengers, baggage, cargo and mail;
 Cancel any special assistance no longer required;
 Ensure that correct information is given both to the departing passengers and to the people
waiting at the omitted stations.
16.6.8 Diversions
Flight diversions occur when:
 A schedule flight fails to arrive and is subsequently diverted to another airport. In this
case carry out the actions required for omission of Station.
 Arrival of a non-scheduled flight.
In this case the usual transit operations are carried out.
Assistance will in any case be provided in such a way as not to penalize scheduled flights. If flight
does take-off again for the previously omitted station the cargo must be unloaded and re-routed by
the most suitable means.

Part: 16
Issue: 05
Rev: 00
16.7 Procedures for Passenger Management during Serious Delays or Cancellations

16.7.1 Serious Delay
A flight which is running more than 5 hours behind schedule or has been cancelled or rescheduled.
Shorter delays will however be considered in the serious category if they coincide with other
operational irregularities which have caused particular annoyance to customers.
16.7.2 Objective
To make the management of a critical event a distinguishing feature of the organizational ability of
IAA, both in terms of dealing with the customer and maximum efficiency.
16.7.3 General Guidelines

 The whole of the local EP (KK) team should be involved.
 Supervisors should be a high profile, dynamic presence, as should all the staff
dedicated to customer care during the event.
 A constant flow of clear, precise information to the customers and between the
various departments involved.
 The Station Manager should have ample discretionary powers to decide on staff
deployment and the authorization on expenditure, which will be motivated in the
concluding report.
 Local supervisors (KK) should be on call in order to guarantee their presence if the
situation becomes critical.
 Close liaison and cooperation with the aircraft crew (cabin and cockpit) on giving
information and assistance to passengers.
16.7.4 Departure Assistance

16.7.4.1. Departure Subject to Know Serious Delay (New ETD Already Scheduled)
The KK's Duty or substitute supervisor is to:
 Inform the local commercial Representative of the delay;
Activate all available staff, according to a plan agreed on with the Representative
To give passengers assistance; place extra staff where necessary around stations:
 If it is necessary and possible, dedicate one or two telephone lines to information flow and
passenger assistance activity (Bookings, Hotels, Transfers);
 instruct the Booking department to contact passengers who have a contact number and
communicate the new ETD to avoid long waits in the airport;

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 Try to arrange for alternative flights for passengers who request them, with due regard to
Carrier interests;
 Identify all categories of passengers present on the flight who need special assistance
(WCHR- BLIND- DEAF- UMNR- OXYG- STCR- YOUNG PAX - OLD PAX etc.) and
dedicate sufficient staff to cater to their needs, if necessary use specialized staff from other
carriers or associations;
 If possible organize all the assistance usually given for operational irregularities:
- Hotels;
- Overnight emergency kit for passengers sent to hotels who need them;
- Refreshment and meals (in hotels if necessary);
- Transfers to and from the airport;
- Give customer’s access to telephones either by distributing phone cards or making
some other arrangements;
 Announce to the customers information on the assistance which has been organized and a
contact number.
 Use all available staff to accompany passengers during transfers (to/from the airport), to
settle them into hotels and take them to restaurants, in order to guarantee continuity of care
and information;
 Give instructions to the hotels to offer customers suitable assistance;
 Tell the check-in desks to be flexible on excess baggage;
 Check that passengers with subsequent connections have been rescheduled, keep them
informed and issue them with their boarding ticket for the second leg of the flight where
possible;
Inform passengers that if they have been re-routed their baggage will follow so they will be able to
collect it at final destination;
 Check the number and type of meals loaded on board and verify any necessary changes
due to the rescheduling and /or reconfiguration of the aircraft;
 Inform the Cabin Crew of any passengers needing special assistance;
 Keep the transit stations and final destination stations involved constantly up to date on the
situation, the general mood of the passengers, what has been done to assist them and any
further action necessary in transit/arrival, flag the presence of passengers on board
needing special care (UMNR, WCHR, BLIND, DEAF, OXYG, YOUNG/OLD PAX, etc.)

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 Send off a final report on events and action taken once the episode is over as soon as
possible to the Commercial and Airport Services Affairs, Airport Services Dept. and Central
station so that the event can be analyzed.
16.7.4.2 Indefinite Delay/Cancellation of Flight Forecast (New ETD Unknown)

As well as the above activities, the KK or Supervisor must also:
 Take responsibility for the new schedule and decide what assistance to offer passengers if
delays should be reiterated;
 Organize all possible alternatives for re-routing passengers using other Carriers (if
necessary even in higher classes) and/or land transport (if necessary send an EP
representative with the passengers on the bus or alternative flight if with a different Carrier.
16.7.4.3 Chartering a Substitution Aircraft

When it is necessary to charter an aircraft from other operators to meet the necessity of flight
substitutions the station management must:
 Check cabin quality and refer to the Network and Representatives Co-ordination Office any
anomalies which could damage the service and the IAA image (Cleanliness, Structural
cabin efficiency: seats, toilets, ovens);
Where necessary carry out improvements to the cabin fittings and arrangements in order to bring it
up to acceptable standards in terms of image and service
 Inform customers beforehand that they will be traveling on an aircraft which has been
chartered from another operator in order to guarantee flight regularity;
 As far as it is possible arrange at least one EP member of crew or ground staff accompany
the passengers on board to check on the level of service.
16.7.4.4 Assistance on Arrival

16.7.4.4.1 Principal Checklist for Transit Assistance
 Ground staff should make an announcement on board as soon as the flight arrives
explaining the arrangements that have been made to assist passengers;
 Arrange for a member of the ground staff to be on the bus taking passengers to the
terminal or be ready to meet passengers as they disembark from an air bridge;
 Accompany passengers to their respective departure gates for onward flights or directly to
the transit desks of the other Carrier's involved; if passengers are arriving on flights

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operated by another carrier because they have been rescheduled make sure that they are
met by an EP staff member;
 Where necessary, give the passengers their new boarding cards;
 Inform the handling agent of new flights and rescheduling of baggage to its final destination;
 range hotel accommodation bearing in mind the next day's flight departure schedule and
the hotels' distance from the airport;
 If stations are authorized to distribute overnight emergency kits, distribute them where
necessary;
 Distribute coupons for courtesy breakfast or snack service for use in the airport the next
day;
 Arrange for pickup service the next day according to flight departure schedules;
Where necessary EP staff should accompany and collect customers to and from the hotels;
Evaluate the need to request a special flight (Central Station only) and/or arrange for alternative
land transport where it is not possible to accommodate customers at a hotel or arrange for a flight
with another carrier; In this case the bus should be considered a flight and where possible must be
accompanied by EP staff (EP staff must also be present at the destination);
 Arrange for catering services for an eventual special flight (Central Station only) Send a
Sitatex/Fax/E-mail/Other available means message to the preceding station and/or the
station originating the delay, informing them of the action taken.
16.7.4.4.2 Principal Checklist for Final Passenger Assistance

 Accompany passengers through passport and/or customs formalities;
 Arrange for trolleys and porters as necessary for passengers, family groups and any
passengers requiring assistance;
 Oversee baggage collection;
 Accompany all customers right outside the terminal and ask to be considered a reference
point for any further communication or transfer problems they may have;
 Send a "close of event" Sitatex/Telex/Fax/E-mail/Other available means message to the
preceding station and/or the station originating the delay, explaining the assistance given to
the customers;
 If customers have been sent by land transport (bus) EP staff member presence must be
guaranteed at the airport whatever the scheduled arrival time.

Part: 16
Issue: 05
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The flight Captain will contact the arrival station during approach to give information on the
progress of customer service on board, the general mood of the passengers and whether
any passengers need special assistance.

Part: 16
Issue: 05
Rev: 00
16.8 Flight Interruption Manifest (FIM)

Where, due to flight interruption en-route, it becomes necessary to reroute passengers involuntary
and the applicable flight coupons are not available, the IAA shall provide for alternate onward air
carriage for the interrupted portion of the journeys following:
each carbonized passenger coupon or ATB passenger receipt shall be stamped:
A FIM shall be completed and distributed as follows:
 The white copies shall be validated and given to the new receiving carrier(s)
 Yellow copy (ies) (and lifted coupons if any) to revenue accounting of IAA or
forwarding carrier.
 Pink copy for IAA file.
(Sample of FIM is available in Part 22.6)

Part: 17
Issue: 05
Rev: 00
Handling of Emergencies Date: 01 May 2016
17

Part: 17
Issue: 05
Rev: 00

Part: 17
Issue: 05
Rev: 00
Table of Contents
17.1 Handling of the Emergencies Requiring Evacuation the Aircraft during Ground
Handling .............................................................................................................................. 5
17.2 Types of Emergencies ................................................................................................ 6
17.2.1 Fuel Spill................................................................................................................................6
17.2.2 Security Incident...................................................................................................................6
17.2.3 Aircraft Fire............................................................................................................................6
17.3 Emergency Evacuation of Ground Handling Personnel during Handling
Operations (No Aircrew Present) ....................................................................................... 7
17.4 Ramp Incident/Accident Report ................................................................................. 8
17.4.1 General .................................................................................................................................. 8
17.4.2 Responsibilities.....................................................................................................................8
17.4.3 Report Procedure.................................................................................................................9
17.5 Dangerous Goods Accidents and Incidents Report Process ................................ 10
17.6 Notification of Undeclared or Mis-Declared Dangerous Goods............................. 12

Part: 17
Issue: 05
Rev: 00

Part: 17
Issue: 05
Rev: 00
17.1 Handling of the Emergencies Requiring Evacuation the Aircraft during Ground
Handling
In the case of an emergency situation occurring during ground handling operations,
evacuation of an aircraft maybe necessary. The safety of passengers and staff in such
circumstances is of utmost importance. The decision and the method of evacuation shall be
depend on circumstances and the direction of the aircraft commander or designated
authority.

Part: 17
Issue: 05
Rev: 00
17.2 Types of Emergencies

17.2.1 Fuel Spill
 Activate emergency fuel shot off.
 Notify aircraft commander or designated authority. Emergency services and airport
authority.
 Evacuate all persons if required
 Contain spill by use of emergency kit.
 Secure the area.
17.2.2 Security Incident

 Assess treat and follow appropriate procedures
 Evacuate all persons if required
 Aircraft / equipment to be positioned as directed
17.2.3 Aircraft Fire

 Notify aircraft commander or designated authority. Emergency services and airport
authority.
 If directed , evacuate passengers and staff
 Attempt to extinguish the fire
 Secure the area.

Part: 17
Issue: 05
Rev: 00
17.3 Emergency Evacuation of Ground Handling Personnel during Handling

Operations (No Aircrew Present)
 These procedures would apply only when aircrew onboard the aircraft and apply to
ground personnel such as engineering, cleaning, catering, ramp…
 Different methods of evacuation from the aircraft are in the procedures, including
mobile stairs or loading bridge
 A designated person "in charge" (supervisor) on board the aircraft would take charge
of the emergency, coordinate the evacuation and direct personnel to the assembly
point.
 Effective communication is vital to a safe evacuation
 Staff shall be trained in the evacuation procedures including periodic evacuation
,drills, practices

Part: 17
Issue: 05
Rev: 00
17.4 Ramp Incident/Accident Report

17.4.1 General
 In order to promote and maintain safety, the Ground Handling Agent is required to report
promptly to IAA Safety and Quality Assurance Dept. any bodily injury requiring medical
attention, or any damage to IAA property at the station, or any other accident, incident,
occurrence or unsafe practice relating to any aircraft which any one of the above owns,
leases, flies; or any Aeronautical Activity involved in any of the above scenarios. The
reports shall be used for all types of damage events (aircraft, equipment, facility)
occuring during ground operations. In the event of a ramp accident or incident, as the
case may be, Ground handler person in charge shall submit a report in writing to IAA
Safety and Quality Assurance Department.
 IAA ground handling agent is responsible to prepare a ground incident/accident
occurence report in accordance with the following requirements.
 IAA ground handling agent is responsible to develop a ground incident/accident
occurence report procedure.
 IAA ground handling agent is responsible to report all types of damage events
(aircraft, equipment, facility) occuring during ground operations to IAA Safety and
Quality Assurance Dept. (or delegated manager) promptly in a standard format of
Ground Incident/Accident/Damage Report procedure.
 IAA ground handling agent is responsible to submit further detail on any of the report
items not available at the time of the occurrence as soon as available, e.g. vehicle
inspection report.
 IAA Safety and Quality Assurance Dept. is responsible to ensure that a ground
incident/accident occurence report procedure is in place by review and evaluate
ground handling agent manuals and requirements.
 IAA Safety and Quality Assurance Dept. is responsible to record a copy of all ground
incident/accident occurences reports.
 IAA Safety and Quality Assurance Dept. shall submit all ground incident/accident
occurences reports to CAO.IRI via Mandatory Occurrence Report Form (MOR) for
further investigation as soon as possible after receiving a ground incident/accident
occurence report.
 Person “in charge” of ground handling agent is responsible to do completion of the

Part: 17
Issue: 05
Rev: 00
report timely and accurately, submit to all relevant parties,

 If any ground damage to aircraft (even slighest scrach or dent) has been reported,
IAA Safety and Quality Assurance Dept. is responsible to evaluate promptly and
make necessary comments.
 IAA ground handling agent shall take and develop a preventive and positive
corrective action promptly.
17.4.3 Report Procedure

 Ground handler person “in charge” shall report immediately for any ground
incident/accident/damage occurrences to permit technical evaluation.
 Ground handler agent records occurrences report and submit to IAA Safety and
Quality Assurance Dept. to more investigation if any bodily injury requiring medical
attention, or any damage to IAA property at the station, or any other accident,
incident, occurrence or unsafe practice relating to any aircraft which any one of the
above owns, leases, flies.
 IAA Safety and Quality Assurance Dept. records all reported ground
incident/accident occurences.
 IAA Safety and Quality Assurance Dept. shall illustrate reports and their following up
process whenever necessary.
 IAA Safety and Quality Assurance Dept. reviews and evaluates ground handling
agent records and manuals to ensure that all incident/ accident report requirements
has been followed in accordance with the contract issues.
 (Sample of Ground Incident/Accident/Damage Report Form is available in Part 22.11)

Part: 17
Issue: 05
Rev: 00
17.5 Dangerous Goods Accidents and Incidents Report Process

 Ground handling person in charge shall submit a report immediately to the CAA.IR if
IAA aircraft involved in a Dangerous Goods Accident or Incident.
 In the event of a Dangerous Goods accident or incident, as the case may be, Ground
handler person in charge shall submit a report in writing to IAA Safety and Quality
Assurance General Directorate.
 In the preparation of initial report, person in charge of ground handling operations shall
fill Occurrence Report Form for Dangerous Goods Accident or Incident and send it
IAA Quality Assurance General Dept. for more investigation as soon as possible.
 The report under the above paragraph rule shall, in addition to any other relevant
information, contain the following information, namely:
 The type, nationality and registration marks of aircraft;
 The name of the owner, operator and hirer of the aircraft;
 The name of the pilot-in-command of the aircraft;
 The nature and purpose of the flight;
 The date and time of the dangerous goods accident or incident;
 The place where the accident occurred,
 The last point of departure and the next point of intended landing of the aircraft;
 The details of the dangerous goods on board the aircraft viz. Their proper
shipping name, un number, quantity etc.
 The known cause of the dangerous goods accident or incident;
 Details of other cargo on board the aircraft;
 The extent of known damage to the aircraft, other property and
 Persons on board the aircraft;
 Any other information required to be included by the authority.
 On receipt of the Dangerous Goods Accident or Incident Report, IAA Safety and
Quality Assurance Dept. shall take necessary actions to determine the causes of
such accident or incident and take preventive measures to avoid re-occurrence of
such accident or incident.
 (Sample of Dangerous Goods Occurrence Report Form is available in Part 22.12)
Note 1: IAA Safety and Quality Assurance Dept. reports all ground and/or dangerous goods
incidents or accidents to CAO.IRI by filling in Mandatory Occurrence Reporting Form

Part: 17
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Rev: 00
(MORs).
Sample of MORs is available in Part 22.13
Note 2: In case of encountering or being informed of any suspected bomb or explosives;

airport services personnel shall inform Airport Police via IAA Security Dept. immediately.
Note 3: Although all reports shal be submitted to the CAO.IRI a copy shall also be submitted
to the civil authority of the state of occurrence and IAA Safety and Quality Assurance Dept
ensures the handling agents submit the reports via audits.

Part: 17
Issue: 05
Rev: 00
17.6 Notification of Undeclared or Mis-Declared Dangerous Goods

 Ground handling person in charge shall report and notify supervisor and supervisor
shall report to the IAA Safety and Quality Assurance General Directorate, as the case
may be, any occasion when undeclared or mis-declared dangerous goods are
discovered or when baggage contains dangerous goods which passengers or flight
crew are not permitted to take on the aircraft within 48 hours after the discovery of
any undeclared or mis-declared dangerous goods.
 The Dangerous Goods Occurrence Report Form shall also be used to report any
occasion when undeclared or mis-declared dangerous goods are discovered or when
baggage contains dangerous goods which passengers are not permitted to take on
the aircraft.

Part: 18
Issue: 05
Rev: 00
Fueling Date: 01 May 2017
Part 18
Fueling

Part: 18
Issue: 05
Rev: 00

Part: 18
Issue: 05
Rev: 00
Table of Contents
18.1 Responsibilities ..................................................................................................................... 5
18.2 Fuelling/De-Fuelling Procedures ....................................................................................... 8
18.2.1 The Aircraft ........................................................................................................................ 8
18.2.2 Fuel Hose Safety ............................................................................................................. 8
18.2.3 Ground Support Equipment ............................................................................................ 8
18.3 Fuelling Safety Zones ......................................................................................................... 10
18.3.1 Definition .......................................................................................................................... 10
18.3.2 Fuel Safety Zones .......................................................................................................... 10
18.4 Safe Fuelling Procedures .................................................................................................. 12
18.5 Emergency Procedures in the Event of Fuel Spillage ............................................... 14
18.6 Fuelling with Crew or other Persons on Board ........................................................... 16
18.7 Take off Fuel Adjustment .................................................................................................. 18
18.8 Fuel Operation Safety Concern ....................................................................................... 19
18.9 Fuelling Operations in Case of Lightning ..................................................................... 21

Part: 18
Issue: 05
Rev: 00

Part: 18
Issue: 05
Rev: 00
18.1 Responsibilities
 The IAA Safety and Quality Assurance Department is responsible for assuring that the
contractor or fuel suppliers always act in compliance with the acceptable standards of
quality in compliance with the A/C requirements, IAA quality procedures and policy. This is
performed through a scheduled audit program.
 The IAA contractor or fuel suppliers shall ensure that the fuelling equipment is labeled with
the name of the product ordered (Jet A, Jet B, etc.), and is properly positioned and is not
under any part of the aircraft that could settle during refuelling.
 If there is any question as to the quality of the fuel or fuelling equipment being used, the
IAA Certifying staff or flight crewmember shall request that a sample be taken from the final
fuel filter of the refueller and/or from the delivery nozzle being used to refuel the aircraft
prior to accepting fuel into the aircraft. Fuel samples should have a clear and bright
appearance and have no evidence of free or suspended (cloudy or hazy) water and have
no visible particulate matter (dirt, rust, etc.). Fuel that is not clear, clean and free from water
should not be accepted.
 The fueller shall be required by the crewmembers to show a sample of the fuel supply truck
from the clean side of its supply filter. The sample shall be checked for brightness,
discoloration and absence of water by means of a water indicator. The fueller shall never
ignore the request. In case he does, the flight may not take place until the fuel sample is
verified.
 Servicing personnel shall follow the safety precautions, the IAA A/C fuel servicing
instructions and use the proper equipment in accordance with established requirements.
 Fuel trucks shall not be backed up to the aircraft and shall be parked so that the truck could
be moved away from the aircraft in case of a malfunction or emergency.
 It is the responsibility of all personnel, both fuel suppliers and IAA personnel (Certifying
staff, Mechanics or Pilots); to ensure that fuelling operations are conducted in accordance
with the standard procedures. Special attention shall be paid to I.R.I CAO requirements
and local state hazardous materials regulations and to specific fuel spill avoidance
requirements.
 IAA aircraft fuel supplier is responsible to ensure only adequately trained, qualified and
authorized personnel has been permitted to conduct fuelling operations.
 It is the contractor or suppliers responsibility to deliver products and services which comply
with the requirements of the technical and operational requirements.

Part: 18
Issue: 05
Rev: 00
 IAA Technical Safety and Quality Assurance Department is responsible to evaluate

qualification and authorization of handling operation agencies before entering into any contract.
 Grounding may be required procedure at civilian airports. Therefore, grounding shall be
accomplished when required by local regulations or authority.
 IAA fuel supplier shall use the shortest fuelling hose as much as possible to prevent of
damage.
 IAA person in charge is ultimately responsible for the management and effective
implementation of all refuelling/ defuelling operations.
 IAA person in charge, ground handler agent person in charge (if maintenance is not present)
and fueller are responsible to follow the safety procedures associated with the aircraft fuelling
operations.
and fueller shall be available at all times of fuelling operations for responding to accidents or
other emergencies that may occur during aircraft fuelling/defuelling operations.
and fueller shall be familiar to emergency response to implement emergency actions properly.
should ensure that the fire extinguisher is available at all times.
and fueller should ensure evacuation areas for fuelling truck are kept clear of any type of
obstructions.
 IAA person in charge or ground handler agent person in charge(if maintenance is not present)
should be aware of any fuel-related mishaps (for example, fuel spills, fires, damage to aircraft
or fuelling facilities or vehicles, incorrect fuelling of aircraft, incorrect fuel put in an aircraft, etc.).
He (she) should report such occurrences utilizing the internal incident/hazard report to the IAA
Safety andQuality Assurance Dept. for more investigations.
and fueller should suspend the fuelling/defuelling operation immediately where imminent
danger situations exist.
 IAA fuel supplier is responsible for the safe delivery of uncontaminated fuel during aviation
operations under their jurisdiction or control. Within this responsibility is the practical
requirement to provide safe working conditions, prevention of injury to persons, and the
protection of IAA property.

Part: 18
Issue: 05
Rev: 00
 IAA fuel supplier is responsible that the proper type and grade of clean, dry fuel is pumped
into the IAA aircraft.
 If fuel is found or suspected to be contaminated, IAA person in charge or ground handler
agent person in charge (if maintenance is not present) shall stop the operations immediately
(maybe including those of other aircraft been fueled from the same source) and report to the
pilot in command to make a decision or contact aviation safety agency representatives.
 If water is detected in the tank sample, the fuelling operations shall be suspended
immediately until no more water is detected in sample.
 Regardless of the type of aircraft, it is necessary that all fuelling process be implemented in
accordance with fuelling instructions and safety precautions. If required to special process, IAA
engineering department should ensure that those instructions are available.

Part: 18
Issue: 05
Rev: 00
18.2 Fuelling/De-Fuelling Procedures

The following activities shall be followed by IAA person in charge, ground handler person in charge
(if no maintenance staff present) or crewmember person for fuelling to ensure the safety and
integrity of the fuelling operations.
18.2.1 The Aircraft

battries and battery charger, is not permitted.
 The APU may be started during refuelling if the APU had an automatic shutdown or a
failed start attempt. Make sure the refuelling operation is completed and the hose is
disconnected before another APU start is attempted.
 In the event of a fire occuring either on or in the vicinity of the aircraft the refuelling
operation shall be STOPPED.
18.2.2 Fuel Hose Safety

 Refuelling vehicles and equipment should have hoses of sufficient length to allow the
fuelling platform to be fully lowered whilst the hoses/couplings are connected to the aircraft
fuelling manifold.
 Extreme care shall be taken to position refuelling vehicles and equipment correctly,
ensuring that strain is not applied to the fuelling hoses, coupling and manifolds on the
aircraft when the platform is lowered.
 Care shall be taken to ensure that the fuelling hoses do not become entangled on
equipment during movement of the refuelling vehicle’s platform.
18.2.3 Ground Support Equipment

IAA and fueller Person “in charge” of the operation shall ensure the following actions are taken into
consideration:
 The engines of unattended vehicles shall be switched off.
 Vehicles shall not be parked under the aircraft wingtip fuel vents.
 Equipment shall be positioned so that the fuelling vehicles has a clear exit route and can
be moved away from the aircraft in a forward direction.
 A distance of 3m(10ft) should be maintained, wherever possible, between ground support

Part: 18
Issue: 05
Rev: 00
equipment and any fuelling equipment, i.e. vehicles, hoses, hydrant pits.
 Ground Power Units (GPUs) shall not be operated unless they are positioned 6m (18ft)
from the aircraft fuelling vents and venting points.
 The use of metal-wheeled equipment in close proximity to the aircraft is prohibited.
 If the bonding cable connecting the fuelling vehicle to the aircraft becomes disconnected
during ground operations the fuel operator shall be immediately advised.
 Bonding involves connecting two or more metallic objects together by means of a
conductor that equalizes the electrostatic potential between the objects. Although some
fuels being used in aircraft have additives that inhibit static electricity generation, bonding
aircraft to the fuel nozzle is required safe practice. disconnecting the bond shall be done in
reverse order.
 The fuel truck shall be bonded to the aircraft structure at the recommended bonding point
and the nozzle ground wire attached before any fuel cap is opened or the nozzle is
connected to the single-point refuelling system. The IAA person in charge, ground handler
person in charge (if no maintenance staff present) or crewmember should set up the
refuelling control panel unless the person operating the refueller has been determined by
the crew member to be competent. When required by aircraft type and/or mission a
crewmember shall remain in the vicinity of the aircraft until the refuelling has been
completed. The IAA person in charge, ground handler person in charge (if no maintenance
staff present) or crewmember shall ensure that the refuelling panel and fuel cap(s) are
secure and determine that all bonding wires have been disconnected from the aircraft.

Part: 18
Issue: 05
Rev: 00
18.3 Fuelling Safety Zones

18.3.1 Definition
Area with radius of at least 3 m, from filling and venting points on the aircraft, fuelling vehicle and
within the hydrant pits.
Equipment performing aircraft servicing functions shall not be positioned within a 3 m (10ft) radius
of aircraft fuel system vent openings.
Due to the fire hazard associated with fuel vapours personnel shall not use items and processes
such as; matches, open flames, welding, use of photographic flashbulbs etc. while fuelling is
taking place on the aircraft stand.
Portable electronic devices, such as Mobile(cell) Telephones, Portable Radios and Pagers, may
be used within the fuel safety zone providing a separation distance on not less than 3m(10ft) is
maintained from aircraft fuel vents and/or fuelling equipment.
18.3.2 Fuel Safety Zones

 The connection or disconnection of any aircraft electronical equipment, including GPUs,
batteries and battery chargers, is not permitted.
 Only tail mounted APU may be started during refuelling if the start is an initial start or a
restart after normal shutdown.
 If the APU exhaust discharges cross the upper surface of the over wing fuelling shall not be
carried out while the APU is running.
 The APU exhaust discharges to the side or rear of the aircraft, fuelling vehicles should be
positioned to avoid any risk of coming in the path of the exhaust stream i.e. the APU
exhaust shall discharge outside the fuelling zone.
 Do not attempt to start the APU during fuelling if the APU had an automatic shutdown or a
failed start attempt.
 Make sure the fuelling operation is complete and the hose disconnected before another
APU start is attempted.
 Portable electronic devices, such as Mobile (Cell) Telephones, Portable Radios and
Pagers, should not be used within the fuel safety zone.
 The refuelling safety zone shall be regarded as an area extending 6m(18ft) radially from
fuelling receptacles, tank vents and fuelling equipment.
 Equipment performing aircraft servicing functions shall not be positioned within a 3m(10ft)
radius of aircraft fuel system vent openings.

Part: 18
Issue: 05
Rev: 00
 The engines of unattended GSE should be Switched off. In the event of fuel spillage, if safe
to do so, the GPU shall be stopped immediately and shall remain stationary until the spill is
removed and there is no danger from flammable vapour.
 Only authorised persons and vehicles are permitted in the fuelling zone.
 Equipment shall be positioned so that the fuelling vehicle has a clear exit route and can be
moved away from the aircraft in a forward direction.

Part: 18
Issue: 05
Rev: 00
18.4 Safe Fuelling Procedures

 Refuelling vehicles shall, if possible, always move forward into the fuelling position. If a
fuelling vehicle has to be reversed, a guidance person shall be used.
 Vehicles shall approach the aircraft at walking speed.
 Fuel trucks and their hoses shall not block the access to the cabin and hold doors.
 Each trailer tank or towed service shall remain coupled to their tractors.
 The aircraft and the fuelling vehicles shall be electrically bonded together throughout the
fuelling operation to ensure that no difference in electrical potential exists.
 If the bonding cable connecting the fuelling vehicle to the aircraft becomes disconnected
during ground operations the fuel operator shall be immediately advised.
 Access to the hydrant emergency stop button shall be visible and clear of obstruction
and all ramp staff trained in its location and use.
 A lanyard shall be attached to the hydrant pit valve and shall be extended on the apron
such that it is free of obstruction and readily accessible to the fuelling operator and
ground staff.
 The hydrant pit valve shall be identified by a four winged flag or equivalent and clearly
visible to other ground equipment handlers.
 Minimize length of hydrant inlet hose to limit the exposure of the hose to damage.
 The fuel operator shall maintain control of fuelling operations using the hand held
deadman device throughout the operation, remaining outside the vehicle cab at all
times.
 Fuelling vehicles and equipment shall have hoses of sufficient length to allow the
fuelling platform to be fully lowered whilst the hoses/couplings are connected to the
aircraft fuelling manifold.
 Extreme care shall be taken to position refuelling vehicle and equipment correctly,
ensuring that strain is not applied to the fuelling hoses, coupling and manifolds on the
aircraft when the platform is lowered.
 Vehicles shall be designed to ensure that the fuelling hoses cannot become entangled
on equipment during movement of the fuelling vehicle's platform.
 Platforms shall not be raised or lowered while fuelling operations are taking place.
 When raising the lift platform of fuelling vehicle, care shall be taken to ensure that it
does not touch any part of the aircraft.
 The fuel operator shall conduct a final walk around the vehicle before leaving the aircraft
to ensure all hoses have been disconnected and stowed correctly.

Part: 18
Issue: 05
Rev: 00
 Fuelling of an aircraft which has one propulsion engine running is a non-routine,

emergency operation and requires very strict safety precautions. The procedure outlined
below applies specifically to underwing fuelling. Over wing fuelling with one engine
running is not permitted under any circumstances.

Part: 18
Issue: 05
Rev: 00
18.5 Emergency Procedures in the Event of Fuel Spillage

Fuel spills are often the result of improper or careless operation of fuelling equipment and lack of
preventive maintenance of the fuelling equipment. Close attention on the part of every person
responsible for fuelling is required to prevent fuel spillage.
Caution: All fuel spills, regardless of size, shall be considered a fire hazard.
Procedures for handling fuel spills are subject to the regulations and procedures established by
the authority having jurisdiction.
Warning: Fuel supplier (any person “in charge”) should report all spills to Airport Authority or
Airport safety department immediately; do not attempt to hide the fact that a spill occurred. There
are severe civil and criminal penalties if a spill is not reported promptly.
In the event of a fuel spillage the IAA or fuel supplier person “in charge shall ensure following
actions are taken place:
 Control the movement of unauthorised personnel and equipment into the area.
 STOP the fuelling/refuelling, advise the captain or appropriate athority, airport fire services
and the emergency services as applicable.
 As directed by the captain or appropriate Authority evacuate all persons from the
immediate area.
Mobilize all available fire fighting equipment as standby protection until the arrival of the airport
emergency services.
 If fuel is spilled on any load, then such items are NOT TO BE LOADED into the aircraft.
 As far as possible, restrict all activities inside and outside the spill area to reduce the risk of
ignition.
 All electrical equipment in use during the fuelling operation shall be switched off
immediately.
 Unload the APU and shut it down. DO NOT start the APU until the spilled fuel is removed
and there is no further risk of spilled fuel or vapours.
 Normal operations shall not be resumed on the aircraft or any engines started before the
person in charge of the emergency determines that it is safe to continue.
 Have absorbent material at the base or fuelling location. It can be provided by the ground
handle,If the leak continues, or the spill is a large one, all non-essential personnel should
leave the area immediately until the hazard is neutralized, repairs are made, and the area
is safe.
Note: Aircraft fuels will damage some types of ramp surfaces. Spilled fuel should be picked up as
quickly as possible if operating from a hard-surfaced ramp.

Part: 18
Issue: 05
Rev: 00
Warning: During any spill or leak, extreme caution shall be exercised to avoid actions that could
provide ignition sources for the fuel vapors. Fire Protection and Crash-Rescue, for procedures to
follow to avoid ignition of a fuel spill resulting from a crashed aircraft.

Part: 18
Issue: 05
Rev: 00
18.6 Fuelling with Crew or other Persons on Board

Fuelling may only be commenced with passengers on board if the following activities have been
taken into considreation:
 Two way communication between pilots and ground engineer established.
 Pax announcement stating refuelling is in progress. Seat belt signs off, no smoking signs
on.
 Primary cabin crew at their doors.
 Doors not being used for catering/embarkation shall be ARMED/Automatic.
 Pax to remain seated, seat belts unfastened. Careful check on no one smoking.
 All aisles, cross aisles, and emergency exits unobstructed.
 When catering truck leaves a door it shall be closed armed and manned by a cabin crew
member.
 Once refuelling is completed, the doors are disarmed, and primary cabin crew can continue
attending to passengers.
 No defuelling with pax onboard.
 Fire services shall be available, plus all routine refuelling precautions to be taken.
 In exceptional (e.g. alternate landing) neither the fire bridge nor a fire extinguishing
equipment is available, all emergency exit and all emergency exit chutes shuts shall be
available and free of obstacle and fuelling will be performed from one side only,
 The person responsible for fuelling shall inform flight crew/qualified person on board and
around the aircraft that fuelling is about to commence and when fuelling is completed,
 The person responsible for fuelling shall inform the crew/staff on board should a hazardous
situation arise,
 Ground activities outside the aircraft and work within the aircraft, such as catering and
cleaning, should be conducted in such a manner that they do not create a hazard or
obstruct emergency exits.
 All exit areas, exit accesses areas, cabin aisles and cross aisels inside the aircraft should
be kept clear of obstructions,
 The ground area beneath exit doors should be kept clear of any obstructions.
 When passenger loading bridges are in use, access to the terminal shall be available.
 When a passenger loading bridge is not used, as a minimum a set of aircraft passenger
steps should be positioned at the door normally used for boarding.
 When boarding during the fuelling process the passengers will be led in small groups under
permanent supervision of the handling staff, keeping the maximum possible distance from

Part: 18
Issue: 05
Rev: 00
the fuelling zone and avoiding a congestion in the entrance areas. The fuelling process
shall be interrupted immediately if it is observed that any of the safety regulations are not
adhered to.

Part: 18
Issue: 05
Rev: 00
18.7 Take off Fuel Adjustment

When receiving the copy of the fuelling order signed by the cockpit crew(or IAA dispatch
department), the IAA ramp agent or station engineer shall compare the request fuel with the
actual block fuel.
In case of difference between these figures, the ramp agent respectively shall check whether a
take off fuel adjustment will exceed the under load or will change the basis for the allowed for
take off.

Part: 18
Issue: 05
Rev: 00
18.8 Fuel Operation Safety Concern

 Aircraft fuelling is prohibited while an engine of the aircraft being fueled is running or
heated externally.
 During the aircraft fuelling Operation, the APU running shall be supervised properly.
 During all fuel handling operations in connection with any aircraft, the aircraft and the fuel
dispensing or draining equipment will be properly bonded by wire to prevent the possibility
of static ignition of volatile liquids.
battries and battery charger, is not permitted.
 During fuel handling operations, at least two 15 pound carbon dioxide or other acceptable
type fire extinguishers will be kept readily available. The Authority shall provide said
equipment and proper grounding facilities at the designated self fuelling operations area. If
self fuelling operations are conducted in the hangar or tie down area, the permittee will
provide said equipment and proper grounding facilities.
 If fuelling operations are conducted in the hangar or tie down area, aircraft fuel servicing
will be done outdoors and the aircraft being fueled will be positioned so that the aircraft fuel
system vents or fuel tank openings are not closer than 25 feet from any hangar or other
structure.
 During fuelling operations in connection with any aircraft, no person will operate any radio
transmitter or receiver or any electrical switches or any radar equipment in such aircraft or
do any act or use any material that is likely to cause a spark within 50 feet of such aircraft.
No airborne radar equipment will be operated or ground-tested wherein the directional high
intensity beam is within 100 feet of another aircraft, an aircraft refuelling operation, an
aircraft refuelling truck, or flammable liquid storage facility.
 During fuel handling in connection with any aircraft, no passenger or passengers will be
permitted to remain in such aircraft unless a cabin attendant is at the door and a passenger
ramp is in position. Only personnel engaged in the fuel handling or in the maintenance and
operation of the aircraft being fueled, including the flight crew, will be permitted within 50
feet of the aircraft being fueled.
 Persons engaged in aircraft fuel handling will exercise care to prevent overflow of the fuel.
No person will start the engine or engines on any aircraft when there is gasoline or any
type of fuel on the ground or under the aircraft.
 Operator will immediately report any fuel spill to the Airport safety office and the
Maintenance director. The Operator will be responsible to make all the arrangements for

Part: 18
Issue: 05
Rev: 00
proper clean up of any fuel spilled during fuelling operations and will be liable for any
environmental impairment or property damage caused by such fuel operations.
 Fire extinguishers should be located at each refuelling nozzle and at the pump and filter
assembly.
 The fuel source should be downwind of the aircraft exhaust to reduce the explosion hazard.
There are some fuelling operations that are hazardous and may require additional safety
precautions:
- Defuelling an aircraft that requires an auxiliary power unit or the aircraft engine(s) to be
operating during the defuelling.
- Servicing an aircraft fuel system that has undergone maintenance but has not been
functionally tested before being serviced.
- Fuelling an aircraft or using systems with which servicing personnel are not thoroughly
familiar.
- Performing other potentially hazardous operations, such as maintenance, power plant
operation, and energizing the aircraft electrical system, while the aircraft is being
fueled/defueled.

Part: 18
Issue: 05
Rev: 00
18.9 Fuelling Operations in Case of Lightening

Refer to part 6.9.2 for definition of Alert and Stop phase.
 on receipt of an ALERT phase, personnel shall make preparations for the STOP phase,
suspend non-essential activities in open areas, reduce fuelling pressures to prevent
accumulation of static charges and avoid using highly conductive equipment. Fuelling
operations can continue, however the proximity of the lightening should be continually
monitored.
 On receipt of STOP phase, personnel shall stop fuelling and discontinue aircraft
communication by head set.
Note1: If flight mechanic is not onboard or Certifying staff is not available, pilot is personally
responsible for ensuring that the proper type and grade of clean, dry fuel is pumped into the
aircraft.
Note2: Aircraft batteries, battery chargers, or other electrical equipment should not be connected,
disconnected, or operated during fuel servicing.

Part: 18
Issue: 05
Rev: 00

Part: 19
Issue: 05
Rev: 00
Travel Facilities Date: 01 May 2017
Part 19
Travel Facilities

Part: 19
Issue: 05
Rev: 00

Part: 19
Issue: 05
Rev: 00
Table of Contents
19.1 Definition ............................................................................................................................... 5
19.2 Codes..................................................................................................................................... 6
19.2.2 Discount Percentage Codes............................................................................................. 6
19.2.3 Booking Rights Codes...................................................................................................... 6
19.2.4 Journey Classification Codes ........................................................................................... 6
19.2.5 Seniority Code.................................................................................................................. 7
19.3 Ground Staff Duty Travel...................................................................................................... 8
19.4 Check-in................................................................................................................................. 9
19.4.1 When Seats are not immediately Available....................................................................... 9
19.4.2 When Seats are Immediately Available ............................................................................ 9
19.5 Boarding .............................................................................................................................. 11
19.6 Disembarkation/Transits .................................................................................................... 12
19.7 Embargo .............................................................................................................................. 13
19.8 Must Go ............................................................................................................................... 14
19.8.1 Check-in......................................................................................................................... 14
19.8.2 Boarding......................................................................................................................... 15
19.8.3 Must Go Transfers to Flights of Other Carriers ............................................................... 15
19.9 Check for Irregular Use of Free of Reduced Fare Tickets ................................................ 16
19.9.1 Modalities....................................................................................................................... 16

Part: 19
Issue: 05
Rev: 00

Part: 19
Issue: 05
Rev: 00
19.1 Definition
"Travel Facilities" are the concessions of free or reduced fare flight tickets issued by a Carrier for
certain categories of passengers.
Holders of free or reduced-fare tickets are always subject to identity checks. Should the traveler
result to be a different person from the one indicated on the ticket as the beneficiary of the facility,
tickets shall be immediately withdrawn and boarding denied.
Passengers traveling on the basis of such facilities are identified by special codes shown on the
flight tickets in the "Fare Basis/Ticket Designator" box. These codes indicate, for example, the kind
of reduction, any booking rights and the reason for the journey.

Part: 19
Issue: 05
Rev: 00
19.2 Codes
19.1.1 Codes identifying the type of discount
ID Industry Discount
RG GSA staff (General Sales Agent) discounts
DG Government Discounts
AD Travel Agents' Discounts
GE Discounts for Travel Agents' training journeys
IG Discounts for Inaugural Flight Guests
CG Tour Leader Discounts
DM Discounts not covered industry regulations (For IAA only)
BP Bonus Program discount (Frequent Flyer Scheme)
MF Martyr Foundation discount
19.2.2 Discount Percentage Codes

Different discount percentage codes apply according to the agreements in force.
The following are some of the most common:
00 100% Reduction
94 94% Reduction
90 90% Reduction
75 75% Reduction
50 50% Reduction
30 30% Reduction
20 20% Reduction
19.2.3 Booking Rights Codes

1 Journey with booking rights
2 Journey without booking rights
19.2.4 Journey Classification Codes

S Duty journey: ticket issued by the passenger's Company or GSA.
B Duty journey: ticket issued by Companies or GSAs other than those the passenger belongs
to.
R Holiday journey: ticket issued by the passenger's Company or GSA.

Part: 19
Issue: 05
Rev: 00
N Holiday journey: ticket issued by Companies or GSAs other than those the passenger belongs
to.
G Duty journey: ticket issued on Government orders.
19.2.5 Seniority Code

This code, in four figures, refers to:
 staff members in service:
- To the months of seniority to the date the facility is issued;
 retired staff members:
- To the years/months of seniority to the date of termination of employment (sub-code P,
printed before the seniority code, ensures that priority is given to staff members in service
over retired staff members) (refer to part 7.1.5.3.3.2.2 for more information)

Part: 19
Issue: 05
Rev: 00
19.3 Ground Staff Duty Travel

Ground staffs traveling on duty are entitled to bookable tickets (ID00S1) for domestic and
international flights.

Part: 19
Issue: 05
Rev: 00
19.4 Check-in
The following conditions shall be respected when checking-in passengers holding and "ID" ticket
on Iran Aseman Airlines flights:
Ticket issued by Travel codes Procedures
S-R Accept
B-N Accept only if closed on Iran Aseman flights
S-R Accept only if closed on Iran Aseman Airlines flights
Other Carriers
B-N Do not accept
If an ID passenger holds a booking for a particular route, he/she must never be allowed to use an
ID ticket without booking rights for the same route.
Before beginning the transaction the check-in staff/agent shall:
 Check the passenger's identity and travel documents (visas, vaccination certificates, etc.),
especially in the case of PADs traveling on multi-leg flights, as these passengers may be
disembarked at any station en-route owing to a lack of seat availability; (procedure 19.5)
 When required, apply the "Check for irregular use of free or reduced fare tickets"
(procedure 19.9)
 Then carry out check-in procedures.
19.4.1 When Seats are not immediately Available

 Place originating PADs on the waiting list. Should the flight be a particularly critical one
(owing to overbooking or to the operations schedule for that day), also enter passengers
who are beneficiaries of facilities with booking rights as indicated below: ID00N1, ID00B1
(with the exception of "EGC"), ID90R1, ID00R1, RG00N1, RG00S1, DG00G1
 Inform flight control of the checked-in PADs.
19.4.2 When Seats are Immediately Available

 Check-in all passengers directly as far as the final destination, entering the ".PAX" code
followed by the code indicating the type of discount, the booking rights code and the
seniority code, where applicable;
 The seniority code represents an element of priority only at the PADs station of origin.
Therefore, PADs in transit shall not be included in the waiting list of originating PADs.

Part: 19
Issue: 05
Rev: 00
In case of multi-leg flights which are critical owing to overbooking at a connection /transit station,
do not accept PADs and inform them of the impossibility of reaching the final destination owing to
seat unavailability at stations en route.
However, if the station as far as which there is seat availability is considered suitable to facilitate
the continuation of the journey, PADs may be checked-in only as far as the station where the flight
begins to be considered critical. In this case the presence of these passengers shall be
communicated to the stations en route so as to prevent any operational delays being caused by
the necessity of identifying the passengers to be disembarked;
 Allocate the seats.
At automated stations, once the check-in transaction is completed, the PADs name will be
automatically included in the "Special Passenger Check-in List".
At non-automated stations the "Special Passenger List" form shall be filled in and delivered to the
Chief Cabin Attendant/CPT;
 Tag the baggage;
At non-automated stations, the code corresponding to the checked-in PAD (ID2, RG2, etc.) shall
be written in the appropriate box on the boarding pass.

Part: 19
Issue: 05
Rev: 00
19.5 Boarding
During this stage, where required, apply the "Check for the irregular use of free or reduced tickets".
(Procedure 19.9) PADs must ALWAYS board after paying passengers.

Part: 19
Issue: 05
Rev: 00
19.6 Disembarkation/Transits
In the event of seat unavailability at a transit station identify any PADs to be disembarked
proceeding in the following order:
1. ID00N2, ID90N2, RG00B2, RG00N2
2. ID94R2, ID90R2
3. ID75N2, ID75B2
4. RG00S2
5. ID00S2
6. ID00S2-SUV (Cabin attendants traveling for flight supervision).
For "ID" passengers of the same category, also consider the seniority code, where applicable.
For the re-embarkation of any PADs in transit onto the same flight they were disembarked from,
the order of priority is reversed with respect to the order of disembarkation.
If re-embarkation onto the same flight is not possible, give the disembarked PADs the "PAD's
Disembarkation /Re-embarkation statement" form of which:
 The first sheet shall be inserted in the flight documents folder of the flight from which the
PAD was disembarked and sent to Airport Services Dept.
 The second sheet shall be given to the PAD who, should he/she continue the journey on an
Iran Aseman Airlines flight, will use it in substitution of the flight coupon.
This document shall then be placed in the flight documents folder of the flight on which the PAD is
re-embarked, to be later sent to Airport Services Dept.
If the PAD continues his/her journey with another Carrier, the second sheet of form shall be
handed in at the Iran Aseman Airlines Ticket Office so that a new ticket can be issued.
Send a Sitatex/Fax/E-mail/Other available means message to the station for which the PAD's
baggage is tagged, communicating the interruption of the PAD's journey and providing all the
necessary instructions.

Part: 19
Issue: 05
Rev: 00
19.7 Embargo
In order to protect paying traffic, the Carrier establishes certain periods in which particular flights
are subject to embargo on certain routes.
Therefore, both the staff members of Iran Aseman Airlines and of other Carriers (family members
are included) who travel with the "ID" travel facility cannot be boarded on Iran Aseman Airlines
flights during these periods for any reason.
The following passengers are exempt from the above restrictions:
 Staff members of Iran Aseman Airlines and of other Carriers, family members included,
holding ID50R1tickets, tickets unless otherwise specified;
 Staff members of 133 and of other Carriers traveling on duty and holding ID00S1, ID00S2,
ID00B1, ID00B2 tickets, unless otherwise specified;
 Must- Go flight crew (CMG) and ground staff (EMC);
 Flight crew members (cockpit and cabin based abroad for duty, as well as ground staff
transferred abroad and their family members holding IAA ID00R1 tickets;
Any derogation of the embargo in favor of certain categories will be communicated in advance by
the competent bodies.
The Carrier reserves the right to final judgments in suspending such procedure at any moment.
The information related to the embargo is published and distributed to all Carrier Bodies by
Passenger Sales D.G.
Note: Those passengers holding free or reduced fare tickets on which "EXEMPT FRM
EMBARGO" appears in the "Endorsements/ Restrictions" box are NEVER subject to embargo.

Part: 19
Issue: 05
Rev: 00
19.8 Must Go
Certain categories of staff are allowed to travel as "MUST GO "when they are traveling for
compulsory and specific reasons of duty, owing to which there may be no postponing of the flight.
The MUST GO mode involves the highest priority in terms of transportation, therefore, such
personnel, even if without a booking, shall always be boarded on the flight requested, even if this
should imply the disembarkation of paying passengers.
The "MUST GO" mode applies on Carrier services only.
The following categories are authorized to travel as "MUST GO":
 Iran Aseman Airlines Ground Staff (EMG ENGINEERING MUST GO) Specialized
technicians traveling for technical assistance to aircraft.
These staff members travel with an "ID" ticket bearing the "ID00S1/EMG" code in the "Ticket
Designator" box
 Iran Aseman Airlines Flight Crew (CMG- Crew- Must Go) Crew members traveling for:
 Service or control on a flight;
 Transfer to a training centre or to a foreign base;
 Medical check-up;
 Return to base from another station at the end of:
o The work shift;
o The training period;
o The stay abroad;
o The medical check-up.
These staff members travel with:
 A boarding pass issued showing the MUST GO code.
19.8.1 Check-in
During this stage, as regards Must Go personnel, the staff/agent shall carry out the usual
operations as for all other passengers, entering in this case the ".PAXCMG" or ".PAXEMG" codes.
In particular, when checking-in a CMG the check-in agent must always check that the following
tags have been attached to the baggage to be registered:
 The forwarding "CREW MUST GO/PRIORITY BAGGAGE" tags form;
 The "Crew Identification" tag form.
If the tags are missing, give them to the CMG so that he/she may fill them in, also entering his/her
registration number.

Part: 19
Issue: 05
Rev: 00
The use of such tags is necessary in order to distinguish Crew Must Go baggage from that of the
flight crew, as the baggage is loaded in the same compartment.
At the end of check- in procedures the system will automatically enter the names of the Must Go
staff members in the "Special Passengers" list.
At non-automated stations special passenger form must be filled in, entering all information
concerning the Must Go passenger.
Lastly, hand over the boarding pass.
At non-automated stations the CMG or EMG codes must be written in the appropriate box on the
boarding pass by hand.
In the event of operational irregularities (cancellations, serious delays, etc.) the MUST-GO must be
re-routed on the first available flight and the Central offices concerned and the final destination
station informed of the re-routing data via Sitatex/Fax/E-mail/Other available means message.
For those countries requiring a "General Declaration”, the Must Go must always be recorded in the
document by inserting the code (CMG/EMG), followed by the name of the Must Go and the IATA
code for the destination station, if other than that of destination of the crew on duty.
19.8.2 Boarding
Must go staff members are boarded according to the usual procedures through the gate for the
flight in question.
19.8.3 Must Go Transfers to Flights of Other Carriers

In case of transfers of Iran Aseman Airlines Must Go staff members to flights of other Carriers,
should the Carrier in question be willing to offer Business Class seats with no additional charge
with respect the Economy Class seats, Must Go staff members who are not entitled to the
concession may also travel in Business Class. In this case, should the number of seats available
not be equal to requirements, the priorities established for each category must be taken into
consideration.

Part: 19
Issue: 05
Rev: 00
19.9 Check for Irregular Use of Free of Reduced Fare Tickets

In order to prevent the use of free or reduced fare tickets by people who are not entitled to them, a
number of checks are carried out at the stations.
These checks must be carried out on a minimum number of flights, taking into consideration the
bulk of operations at the stations, according to the indications given in the table below:
Number Of Flights Per Month Per Station Number Of Flights To Be Checked

From 4 to 12 all
From 13 to 30 15
From 31 to 50 20
From 51 to 100 25
Over 100 35
Passengers subject to these checks should be the beneficiaries of one of the following facilities;
ID - MF- Travel Agents (GSA) - Government Personnel Press Youth Fares- CHD- Students-
Seamen-Pensioner Fares, Family Plan Fares.
Note: the following passengers are not subject to the above-mentioned checks:
 Members of the Board of Directors and members of the Board of Auditors holding “ID”
tickets marked “BOARD”
 Holders of ID 00B1/EGC (Executive guest Card) tickets.
19.9.1 Modalities
The Station Manager shall communicate the flights for which checks shall be carried out to the
sectors concerned (check-in/boarding);
The staff/agents must check that the name appearing on the ticket matches the name on the
identity document of the person entitled to the travel facility ticket. "ID" ticket holders must always
be requested to present their company ID card, if staff members, or a document of identification, if
family members of a member of staff.
Should any irregularities be detected, check-in or boarding must be denied, depending on where
the check is carried-out, and the following actions taken:
 EP tickets with ID discounts must be withdrawn at any station of the network, regardless of
the passengers consent;

Part: 19
Issue: 05
Rev: 00
 Tickets with other types of reductions may be withdrawn at the stations only following the
passengers consent; the passenger should also fill in and sign the "Agreement to the
Provisional Withdrawal of Reduced Fare Tickets" form.
In addition the Station Manager must send:
 To the Representative body: any irregular documents and the tickets/flights coupons
withdrawn and cancelled, together with the "Agreement to the Provisional Withdrawal of
Reduced Fare Tickets" form;
 To the Stations Managers: a monthly report of any irregularities detected, divided as
follows:
- Commercial and Airport Services Affairs; Airport Services Dept. for Domestic and
International Stations.

Part: 19
Issue: 05
Rev: 00

Part: 20
Issue: 05
Rev: 00
Support Operations Date: 01 May 2017
Part 20
Support Operations

Part: 20
Issue: 05
Rev: 00

Part: 20
Issue: 05
Rev: 00
Table of Contents
20.1 General Information .............................................................................................................. 5
20.1.1 Reservations .................................................................................................................... 5
20.1.2 Catering ........................................................................................................................... 5
20.1.3 Crews............................................................................................................................... 5
20.1.4 Cargo and Mail................................................................................................................. 5
20.1.5 Handling Agent................................................................................................................. 5
20.1.6 Operations Coordination................................................................................................... 5
20.1.7 Airport Authorities............................................................................................................. 6
20.2 Pre-Coordination................................................................................................................... 7
20.2.1 Activity Identification......................................................................................................... 7
20.2.2 Acquiring information on the situation at the station.......................................................... 7
20.2.3 Collection of Flight Information ......................................................................................... 7
20.2.4 Detecting and Notifying Anomalies................................................................................... 8
20.2.5 Research of Solutions/Definitions of Programs and Compatibility Checks........................ 8
20.3 Flight Coordination ............................................................................................................... 9
20.3.1 Flight Management........................................................................................................... 9
20.3.3 General Declaration ......................................................................................................... 9
20.3.4 Passenger Manifest........................................................................................................ 10
20.3.5 Summary Table (Clearance according to Countries) ...................................................... 11
20.3.5.2 Special Notes (Passenger Manifest)........................................................................ 11
20.3.6 Filing of Flight Documentation ........................................................................................ 12
20.4 Regulations for Assistance to Injured Passengers .......................................................... 13
20.4.1 Premises ........................................................................................................................ 13
20.4.2 Actions ........................................................................................................................... 13
20.5 Irregularity Report............................................................................................................... 15
20.5.1 Premises ........................................................................................................................ 15
20.6 Travel Information Manual (TIM) ........................................................................................ 16
20.6.1 Requests for Subscription .............................................................................................. 16
20.7 Information to the Public .................................................................................................... 17
20.7.1 Modalities for Announcements to the Public ................................................................... 17
20.7.1.1 Departing Flights Delays.......................................................................................... 18
20.7.1.2 Cancellations/Diversions ......................................................................................... 18
20.7.1.3 Flights in Arrival and Delays .................................................................................... 18
20.7.1.4 Cancellations/Diversions ......................................................................................... 19
20.7.2 Languages ..................................................................................................................... 19

Part: 20
Issue: 05
Rev: 00

Part: 20
Issue: 05
Rev: 00

Support operations are vital to correct flight management.
The stages of coordination can be divided into:
 Pre-Coordination
 Flight Management
The coordination process will only be successful if the Manager maintains constant contact with all
the bodies concerned in order to "refine" any required procedures.
In particular regarding:
20.1.1 Reservations
 To constantly update data concerning booked passengers and special assistance;
 To improve the management of station operations by continuous "realigning" of the sales
policies in response, for example, to operational anomalies connected with particular
periods (critical seasonal periods, etc.).
20.1.2 Catering
To check the quantity of catering supplies to be boarded, their compatibility with departure time,
loading times, supplies and, more generally, the management of the stores.
20.1.3 Crews
To provide all information connected to their tasks and to the assistance to be provided to
passengers during the flight.
20.1.4 Cargo and Mail

To obtain information relative to the quantity and peculiarities of the cargo in advance and inform
Handling Agents so that they may prepare the necessary equipment in due time.
20.1.5 Handling Agent

To check the standards and quantity of the services received.
20.1.6 Operations Coordination

For all that which concerns the rotation and maintenance of aircraft, crew shifts and problems
related to passengers.

Part: 20
Issue: 05
Rev: 00
THR, MHD, SYZ Station Operation Center

 As a reference point which all the stations concerned may use for the assistance to
transit/connecting passengers and those arriving from THR, MHD, SYZ.
20.1.7 Airport Authorities

To establish and maintain a relationship of collaboration, also in view of possible logistic and/or
organizational advantages .

Part: 20
Issue: 05
Rev: 00
20.2 Pre-Coordination
The pre-coordination stage includes any activity aiming at preventing operational problems during
the management stage.
Pre-coordination actions which are carried out as early as possible in relation to the critical stage
of the flight allow:
 A detailed investigation of phenomena;
 A wider selection of alternative decisions;
 A better thought-out plan of action.
20.2.1 Activity Identification

Moreover, the pre-coordination stage is articulated in a series of activities aimed at preventing
operational problems and at formulating a program which takes into account as many variables as
possible in view of the Carrier's interests.
In particular:
Acquiring information on the situation at the station; collecting information about flights; detecting
and pointing out anomalies relating to flights; the search for solutions/definitions of programs and
compatibility checks; communication of the program to all departments.
20.2.2 Acquiring information on the situation at the station

For this purpose it is necessary to check:
 the availability of resources;
 the state of the links and information flow within the station and between the various
functions; any problems with or requests of the Airport and Security Authorities;
 any problems of the Handling Agent.
20.2.3 Collection of Flight Information

The main elements to be ascertained and checked refer to, for example:
 ETA- STD- ETD;
 Aircraft type/Code/Use;
 Crew members/ Crew shifts;
 Load Message/PTM;
 Actual offer;
 Stand/ Gate;
 Total Passengers Booked- Groups - Transit- Assistance to Special Passengers;

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 Fuel;
 Loading Instructions;
 Catering to load;
 Any technical anomalies of the Aircraft
 Aircraft rotation.
20.2.4 Detecting and Notifying Anomalies

Once as much information as possible has been collected concerning the situation at the station
and the flight, the coordination Manager must notify any alterations to the standard programmed.
20.2.5 Research of Solutions/Definitions of Programs and Compatibility Checks

This is the objective of all pre-coordination activities. when defining a programmed special
attention must be paid to the following elements:
 Carrier operational requirements (punctuality, regularity);
 Carrier commercial requirements (transit waits, priorities, etc.);
 Compatibility with the requirements Operations Coordination (aircraft rotation- crew- DTO
problems, etc.);
 Compatibility with the situation at the Station (various regulations: Airport Authorities,
Security, etc.);
 Expense reduction and quality of service (optimization of existing resources).

Part: 20
Issue: 05
Rev: 00
20.3 Flight Coordination

20.3.1 Flight Management
This stage involves the carrying out of the planned operational activities (or activities which have
been realigned following pre-coordination interventions).
The solving of most problems during the pre-coordination stage will permit a smoother and more
efficient running of flight management activities.
In addition, the realignment of the programmed formulated in the pre-coordination stage will have
been achieved by constant compatibility checks with the various operational situations, carried out
by means of a continuous functions-coordination feed-back.
20.3.2 Clearance According to Countries

For" Clearance" we intend the documentation required by the Authorities of the various countries
for each departure, transit or arrival flight.
Station Managers must promptly inform Commercial and Airport Services Affairs and Dept.
of Procedure and Regulation of any variation in the procedures in force, in order to permit
rapid and constant updating.
More specifically the documents requested by the Authorities are the following:
 General Declaration;
 Passenger manifest;
 Cargo Manifest;
 Mail Manifest;
 AV7.
As regards the Clearance to be presented at flight departure, station staff must respect the
provisions of the local Authorities.
For flights in transit and in arrival refer to the summary table at paragraph 20.3.5, which lists the
type and number of copies of the required documents.
20.3.3 General Declaration

The General Declaration Form is the basic "Clearance" document for the aircraft and its cargo and
must be filled in where Local Authorities require it.
The form is divided into several parts in order to satisfy the requests of the various Authorities
(Customs, Police, Health).
The General Declaration may be used:
1. as and "EXIT" declaration for clearance at departure;

Part: 20
Issue: 05
Rev: 00
2. as an "ENTRY" declaration for clearance upon arrival.

In the case of multi-leg flights insert "as below" in the blank space:
Arrival at: .....................
(Locality)
And list all the localities touched by the flight in the "Locality" column of the "FLIGHT ROUTE"
section.
For MUST-GO, Cockpit and Cabin Crew always enter the name of the passenger and the IATA
code for the destination when other than that of the crew on duty.
The operators in charge are authorized to carry out variations if necessary.
The General Declaration must be signed by a Carrier's representative, not necessarily by the
Flight Captain.
In the non-automated stations, insert the correct number of copies required for the countries of
destination in the document folder on board.
Deliver the copies requested to the Airport Authorities according to local regulations.
Note: The General Declaration must be compiled by the Station of arrival on the basis of the data
which may be accessed in the automatic system at certain Stations (as from peripheral KK's
communication) the local authorities require that the required copies of the General Declaration be
delivered on board.
20.3.4 Passenger Manifest

The Passenger Manifest (Form1005) is a document which is required by some countries for the
Clearance of passengers in arrival, departure or transit.
Unless specifically forbidden the Passenger Manifest may contain the names of passengers for
several destinations in the line order of sequence.
In that case insert in the blank space:
Place of Disembarkation..................
(Locality and Country)
the note "See Below" and then enter the destinations in front of the names appearing in the
"Surname and Name Initials" column.
For special carrier regulation or for information regarding the regulations in force in the various
countries (e.g.: health provisions, cargo categories, restrictions, etc.) consult the Cargo Traffic
Manual and the TACT- RULES.

Part: 20
Issue: 05
Rev: 00
20.3.5 Summary Table (Clearance according to Countries)
General Passenger Cargo Mail

Country AV7 Notes
Declaration manifest Manifest Manifest
UAE 6 6 8 6
IRAN 4 2 10 5 5
JORDAN 4 10 4 4
KUWAIT 2 3 10 3
RASSIA● 3 5 7 a.b
SAUDI ARABIA 10 16 12 5 a,1,c
TURKEY 3 3 3 3
● an additional copy of the Load sheet is requested by the Airport Authorities.

20.3.5.1 Special Notes (General Declaration)
(a) SAUDI ARABIA- RUSSIA
Surnames, initials, nationality and functions of crew members must be specified.
(b) RUSSIA
A copy signed by the Flight Captain and stamped by Customs at the last station touched by the
aircraft prior to arrival at the final destination.
The total number of passengers boarded and the total weight of cargo and mail must be specified.
20.3.5.2 Special Notes (Passenger Manifest)

The manifest for passengers in transit on the same flight is also required in the number of copies
specified below (as many copies for each country touched again by the aircraft).
SAUDI ARABIA 10 copies
(c) SAUDI ARABIA
It is necessary to enter all three names of passengers of Arab nationality. For passengers of other
nationalities enter name and surname.
Passengers disembarking at JED and continuing their journey on other flights must be listed
separately on the Passenger Manifest specifying the connecting flight number next to the names.

Part: 20
Issue: 05
Rev: 00
Note: The Passenger Manifest is now as a general rule sent via Sitatex/Fax/E-mail/Other
available means to all stations, with the exception of some stations which are sent the copies
required on board by provision of the local Authorities.
20.3.6 Filing of Flight Documentation

The documentation for each flight including:
1. General Declaration;
2. Passenger Manifest;
3. Cargo Manifest;
4. Mail Manifest;
5. AV 7;
6. DUV;
7. Information form for Unaccompanied Minors;
8. Declaration of transportation of weapons/ammunition as registered baggage must be filed by the
station or by the Handling Agent for two years.

Part: 20
Issue: 05
Rev: 00
20.4 Regulations for Assistance to Injured Passengers

If a passenger is injured during the flight a series of actions must be carried out.
In fact, passengers are covered by an insurance against accidents and IAA civil liability. The
insurance coverage is granted by the possession of the travel document (ticket) with which the
passenger is traveling.
20.4.1 Premises
The accident to the passenger may be result of one of these following conditions:
 on the means of transport provided by IAA to reach the airport;
 on the means of transport provided by IAA to board the aircraft;
 on the aircraft;
 on the means of transport provided by IAA, following disembarkation, to the place of
destination;
Note: at the airport, in the terminal, on the aircraft, on condition that the premises are subject
to Iran Aseman Airlines surveillance and maintenance.
20.4.2 Actions
 Immediately give the injured passenger first aid assistance and have him/her examined by
a IAA doctor (if applicable) or at the first-aid clinic at the station.
 Expenses for the medical examination must be covered by Iran Aseman Airlines.
 Should the passenger refuse to undergo a medical examination, have him/her sign a
release declaration to that effect.
 Should the accident occur prior to departure, the passenger must be boarded only
following approval of the doctor who examined him/her and after the doctor has issued a
medical certificate confirming the passengers' fitness to fly .
 Should it be established with certainty that Iran Aseman Airlines is not responsible for the
accident have the passenger sign the "Declaration in full discharge" form .
 Write a detailed report of the accident, specifying any responsibility of third parties. In
particular, the location where the accident took place, the causes which led to it
 and its dynamics should be specified. It should also be specified whether the passenger
incurred any kind of expense.
 Invite the passengers to contact the Head Office's Legal Bureau or the territorially
competent body for the definition of the case. No statement regarding the accident and the
causes that led to it must be given to the passengers.

Part: 20
Issue: 05
Rev: 00
 Send all the original documentation to Airport Services Dept. within three days following the
accident.
The documentation must include:
- the report of the accident;
- any medical certificate issued following the accident;
- documentation proving any medical, pharmaceutical, surgical, transport or forced
layover expenses;
- The declaration in full discharge, signed by the passenger; if the passenger refused to
sign the declaration the reasons for the refusal must be communicated to Airport Services
Dept.
In the case of serious injuries, send a Sitatex/Fax/E-mail/Other available means to Airport
Services Dept. immediately specifying:
 Where the accident occurred;
 Causes and dynamics of the accident;
 Name of the passenger;
 Date and number of the flight.

For any expenses sustained by Iran Aseman Airlines send Finance Dept. and Airport Services
Dept. the details of the allocation of costs.
Note: If the accident occurs prior to departure the flight must not be delayed to wait for the injured
passenger. Short delays may be authorized by the Station Manager. Should the passenger be
unable to travel as a result of the accident ensure that their baggage is retrieved and cancel any
bookings on connecting services. Should the passenger collapse or fall ill while under Iran
Aseman Airlines care, Airport Services Dept. must be immediately informed and given all the
elements necessary for determining the carrier's degree of responsibility.

Part: 20
Issue: 05
Rev: 00
20.5 Irregularity Report

The "Irregularity Report" form is used to report irregularities to the station where the irregularities
arose, so that the causes of inefficiency may be detected and the required corrective measures
taken.
20.5.1 Premises
The irregularity must have arisen at another station of the network.
 Fill in form....(irregularity report form) in triplicate using all the information available;
 Promptly send the first copy to the station where the irregularity occurred and the second
copy to Airport Services Dept. if the station where the irregularity took place is domestic or
to Commercial and Airport Services Affairs if the station is international; keep the third copy
for the station files.
The station that receives the report must:
 carry out the necessary investigations to find out the causes of the irregularity;
 check whether there are any local problems;
 Take the necessary corrective measures.

Part: 20
Issue: 05
Rev: 00
20.6 Travel Information Manual (TIM)

The TIM is published by a group of associated Carriers (whose head office in Holland)
Members of IATA. The TIM contains the regulations governing passenger' entry into the
various countries. These regulations include immigration, health, customs and exchange, as
well as indications referring to boarding tax fees, when cashed at airport, and the importation of
animals and specific items.
Some Carriers, listed on page 1 of TIM, have an office who is in charge of maintaining contacts
with the State Authorities and of notifying any variations to the regulations to the TIM Editor
immediately, specifying the date of enforcement (which is generally immediate) via Sitatex/
Fax/E-mail/Other available means.
The updated regulations are inserted in the automatic TIMATIC system daily directly by the TIM
Editor-with head office in Holland-and subsequently published in the TIM which is distributed
monthly to the associated Carriers.
20.6.1 Requests for Subscription

Any requests for variation in subscription must be addressed via Sitatex/Fax/E-mail/Other
available means to Dept. of Procedures and Regulations, within and no later than 30 September of
each year, by the KKs (for station bodies) and by the THRCDEP (for any other bodies), stating the
total number of copies required.
The TIM Editor will not accept any variation requests received beyond the established time limits.
No correspondence must be sent directly to the TIM Editor by the Carrier Bodies.

Part: 20
Issue: 05
Rev: 00
20.7 Information to the Public

Information to the public consists of all those communications to be made to passengers on the
occasion of;
 the regular course of Departures/Arrivals;
 Situations arising from operational irregularities (delays, cancellations, deviations. etc.);
 Special assistance and/or specific services for which it is important to ensure adequate
information.
Communications directed to passengers must be:
 Timely
Timely information, especially concerning irregularities affecting departing flights, has the aim of
making passengers aware of IAA efforts in adopting immediate measures to limit the problems that
may arise from such irregularities.
 Univocal
To maintain an image of IAA efficiency, especially when information on a same event needs to be
communicated at different points and in different moments (ground/on board).
 Exhaustive
The exhaustiveness of the information has the aim of communicating the actual causes of the
irregularities to the passengers, reassuring them and avoiding further inquiries to the staff.
 Coherent
Coherence is another essential element in eliciting a positive reaction from passengers, especially
when non-homogeneous solutions have to be adopted following the irregularities.
20.7.1 Modalities for Announcements to the Public

The announcements concerning irregularities/delays must always point out:
 The primary causes of the irregularities;
 The IAA availability to offer due assistance to limit passengers' discomfort deriving from
irregularities;
 Any responsibility attributable to third parties.

Any communication relating to events that are negative for IAA image must be given as discreetly
as possible limiting the announcements to the areas where the passengers of the flight concerned
are assembled.
At the Stations information can be given both by means of illuminated visual devices (solar panels
or similar equipment) and by announcements.

Part: 20
Issue: 05
Rev: 00
The Station Managers must choose the most suitable method for communicating the information,
according to circumstances, to the organizational structures and to the infrastructures offered by
the local stations.
Information is a relevant part of IAA image; therefore, managers at all the network stations are
required to ensure the modalities established for displaying data on visual devices are followed,
also requesting the Handling Agent and/or the airport bodies to make use of them.
The information process must be considered as a personalized means for developing a "dialogue"
with the passengers and not as a simple instrument for informal communications.
Should it be necessary to make announcements of a different nature the Station Managers must
formulate the relative text on the basis of those used officially and applying the general principles
mentioned above.
Indiscriminate use of acoustic means of communication should be avoided so as not to disturb
rather assist passengers.
20.7.1.1 Departing Flights Delays

The general visual systems must display delays. This ensures that passengers are provided with
correct and constant information which effectively corresponds to reality.
For delays and other irregularities communication must be concentrated near the gates where it
should be limited to the passengers of the flight concerned.
The new boarding time must be announced at the gate, including the reasons for the delay, which
must be presented clearly and exhaustively;
where possible the information must also be displayed on the visual screens situated near the
boarding gate. This is to prevent tension leading to situations which are more complicated to deal
with.
20.7.1.2 Cancellations/Diversions
These must be informed to the passengers or displayed on the Visar Solar Panels and the
announcements must be made as promptly as possible to allow the passengers' transferal to
another station.
20.7.1.3 Flights in Arrival and Delays

The visual means of information e.g.(VISAR, SOLAR, etc.), available for those people waiting for
passengers on Iran Aseman Airlines flights, must refer to the estimated time of arrival (ETA) and
not to the block-on, so that minor delays that can presumably be recuperated during the flight or
during ground operations are less obvious.

Part: 20
Issue: 05
Rev: 00
Therefore, avoid communicating incorrect information in cases where small delays have been
recuperated, protecting the image of IAA which is at present strongly engaged in the respect of
punctuality.
Information must not be communicated by means of acoustic equipment (announcements) for
regular flights or for delays.
20.7.1.4 Cancellations/Diversions
Display on Visor Solar Panels and carry out the announcement as soon as possible.
The announcement must in any case be repeated within 5 minutes of the time displayed.
20.7.2 Languages
The announcements must be made in the following languages in the order of priority given:
 Local language;
 English (unless already used as the local language);
 Persian-Farsi-(unless already used as the local language);
 Language spoken in the country of destination of the flight (optional);
The Station Manager is in charge of having the announcements translated into the local language.
In preparing the message in the local language it is advised not to carry out a literal translation but
to use words and expressions characteristic of the language in question.

Part: 20
Issue: 05
Rev: 00

Part: 21
Issue: 05
Rev: 00
Aircraft Cleaning Date: 01 May 2017
Table of Contents
21.1 Aircraft Cabin Appearance ..................................................................................................... 3
21.1.1 Aircraft Dressing and Cleaning ..........................................................................................3
21.1 .1 .1 Seats ................................................................................................................................3
21.1.1.2 Cabin ................................................................................................................................. 3
21.1.1.3 Toilets................................................................................................................................4
21.1.1.4 Galleys...............................................................................................................................4
21.1.1.5 Flight Deck.........................................................................................................................4
21.1.2 Cleaning Equipment ............................................................................................................ 5
21.1.3 Health and Safety General Instructions............................................................................ 5
21.1.4 Lost or Found/Damage/Any Suspicious Items ................................................................6
21.1.5 Garbage Disposal ................................................................................................................6

Part: 21
Issue: 05
Rev: 00

Part: 21
Issue: 05
Rev: 00
21.1 Aircraft Cabin Appearance

Handling Agents shall follow below procedures when cleaning IAA aircraft’s cabin:
21.1.1 Aircraft Dressing and Cleaning

Clean and prepare the following five areas:
 Seats
 Cabins
 Flight Deck
 Galleys
 Toilets
21.1 .1 .1 Seats
 Rough out all waste, including waste disposal (sick) bags, seat pockets and ashtrays.
Ashtrays to be emptied and brushed out.
 All seat pockets stowed in uniform pattern with Safety On Board cards visible at front.
 Headrest covers clean, uncreased & of correct style.
 Arm rests & ashtray covers clean and unmarked.
 Tables completely clean including table lips, no cup rings, no finger marks on the
table back liquid runs or food particles.
 All pockets correctly stocked and neatly stowed in uniform pattern, no debris
remaining.
 Seat belts straightened and crossed.
 Remove and replace headrest covers, pillow covers and blankets. Ensure all seats
are dressed uniformly.
 Dress seats with headsets and blankets as appropriate to class or sector.
21.1.1.2 Cabin
 Floors vacuumed leaving no loose dirt or debris. Remove marks and chewing gum
etc. from the carpets. Spot clean carpet where necessary.
 Clean overhead lockers.
 Wipe video screens removing all marks and smears.
 Wardrobes cleared out and free of debris.

Part: 21
Issue: 05
Rev: 00
 Passenger door interior panels clean of any finger marks, smears or any obvious
isolated marks.
 No debris in magazine racks and no obvious marks on outsides. Magazines neat and
tidy.
 Opened blanket packs removed and replaced with fresh ones.
 Armrests re-positioned as required.
21.1.1.3 Toilets
Do not re-use the mops and napkins used for toilet cleaning when cleaning the galley
 All waste removed, bins disinfected if requested.
 Mirrors, basin & fittings clean with no smears.
 Walls and ceilings clear of any obvious isolated marks.
 All amenities fully stocked with approved sizes/patterns.
 Floors washed and clean with no debris or ingrained dirt remaining.
 Toilet seat lid completely clean.
 Toilet surrounds clean, no fluid marks or stains.
 Check/renew deodorant if fitted.
21.1.1.4 Galleys
 All waste cleared, bin liners replenished, bins disinfected if requested.
 Work tops, framework, ovens clean with no food residues remaining.
 Remove any rubbish from sinks and work tops, clean and polish dry.
 Clean all stowage doors, panels and frameworks.
 Clean and vacuum stowage areas.
21.1.1.5 Flight Deck

Do not enter the flight deck unless the flight crew or IAA technician is present to avoid
operating any switches during cleaning.
 Empty waste bins and ashtrays.
 Floors clean and free of any loose debris.

Part: 21
Issue: 05
Rev: 00
21.1.2 Cleaning Equipment

All equipment and materials used to clean aircraft shall be in accordance with IAA
requirement and approved standards.
 Vacuum Cleaner: operating on aircraft power for carpets, air vents, seat arm
stowage's, and seat rails and behind stowage's. Manual carpet cleaners are not an
adequate substitute but may be necessary when time is limited or large numbers of
passengers remain on board.
Caution: Do not unplug by pulling the cord from the socket.
 Hand Brushes: for use on areas inaccessible to vacuum cleaners

 Chewing Gum Remover: to remove chewing gum
 Mops and Brushes: for floor and hard surface washing. Must be clearly identified or
color coded for toilet cleaning and general cleaning
 Towel/White Cloth: for general purpose cleaning and polishing. Must be clearly
identified or color coded for toilet cleaning and general cleaning
 Absorbent Wipes: for mopping up spillages.
 Hand Sprayers: for dispensing detergent mix
 Druggets: for floor protection
 Cloth-Disposable: cloths must be disposed of after use in any of the three main
areas i.e. galley, cabin or toilet
 Soft Rolls/Wipes: for wiping off spillages
21.1.3 Health and Safety General Instructions

 Wear the required personal protective equipment
 Exercise caution while checking the contents inside the seat covers to prevent cuts
and injuries by any sharp items placed there
 Ensure suitable disposal containers are available and used for the removal of soiled
articles, waste and sharps
 Disposal of waste must be done in accordance with local airport authority regulations
 Use the correct and approved cleaning materials

Part: 21
Issue: 05
Rev: 00
 Be familiar with the Material Safety Data Sheets (MSDS) to understand the hazards
of the chemicals used in cleaning
 Take care while using aerobridge stairs/passenger mobile steps
21.1.4 Lost or Found/Damage/Any Suspicious Items

 Do not check/open any items found as the nature of the contents inside is unknown
and has the potential of being harmful/dangerous.
 Any lost property found must be handed in.
 Any seat or cabin interior/area found damaged must be reported as appropriate.
 Any suspicious item found must be immediately reported.
21.1.5 Garbage Disposal

 All aircraft garbage must be transported to the designated disposal area.
 Do not obstruct jetties or steps with garbage bags.
 Do no throw garbage bags onto the ramp from the aircraft or from steps.

Part: 22
Issue: 05
Rev: 01
Appendices Date: 01 April 2018
22

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01
Table of Contents
22.1 IAA Domestic and Overseas Stations ........................................................................ 5
22.1.1 Domestic Stations ................................................................................................................ 5

24.1.2 Overseas Stations ................................................................................................................ 6
22.2 Delegation of Responsibilities ................................................................................... 7
22.2.1 Appointed Management Personnel ................................................................................... 7

22.3 Special Load-Notification to Captain (NOTOC) ......................................................... 8
22.4 Table of ID Codes ...................................................................................................... 10
22.5 Handling Advice for Unaccompanied Minor ........................................................... 12
22.6 Flight Interruption Manifest (FIM)............................................................................. 14
22.7 Check-in Staff Checklist about Dangerous Goods ................................................. 15
22.8 IATA Airline Baggage Identification Chart .............................................................. 16
22.9 Property Irregularity Report (PIR) ............................................................................ 20
22.10 Damaged Baggage Report (DBR)........................................................................... 21
22.11 Ground Incident /Accident/Damage Report Form ................................................. 22
22.12 Dangerous Goods Occurrence Report Form ........................................................ 27
22.13 Appendix A -Mandatory Occurrence Reporting Form (MORs)............................. 29
22.14 IATA/ICAO Hazard and Handling Labels ............................................................... 31
22.15 Load sheets and Trim sheets ................................................................................. 33
22.15.1 Load sheet and Trim sheet. ATR 72 ............................................................................. 33

22.15.2 Load sheet and Trim sheet. FOKKER 100 .................................................................. 34
22.15.3 Load sheet. BOEING 727 ............................................................................................... 34
22.15.4 Trim sheet .BOEING 727 ................................................................................................ 35
22.15.5 Load sheet and Trim sheet. AIRBUS 320-231 ............................................................ 36
22.15.6 Load sheet and Trim sheet . AIRBUS 340 -311.......................................................... 37
22.15.7 Load sheet and Loadsheet. Boeing 737-400 .............................................................. 38
22.15.8 Load sheet and Trim sheet. Boeing 737-400 .............................................................. 39
22.16 Loading Instruction Reports (LIRs) ....................................................................... 40
22.16.1 LIR ─ ATR 72 ................................................................................................................... 40

Part: 22
Issue: 05
Rev: 01
22.16.2 LIR.FOKKER 100............................................................................................................. 41

22.16.3 LIR. BOEING 727 ............................................................................................................ 42
22.16.4 LIR ─ AIRBUS 320 -231 ................................................................................................. 43
22.16.5 LIR ─ AIRBUS 340 -311 ................................................................................................. 44
22.17 Sample of Electronic Load Sheets and Trim sheets ............................................. 45
22.17.1 ATR 72............................................................................................................................... 45

22.17.2 FOKKER 100 .................................................................................................................... 46
22.17.3 BOEING 727 ..................................................................................................................... 47
22.18 Ground Handling Service Provider Evaluation Checklist..................................... 48
22.19 lithium Battery ......................................................................................................... 52
22.20 IAA Ramp Operations Observation Checklist ....................................................... 53

Part: 22
Issue: 05
Rev: 01
22.1 IAA Domestic and Overseas Stations

22.1.1 Domestic Stations
Station Name Station Manager/ Representative Contact No.

ABADAN M.J. BACHARI/N. MORADI 09163331686/09121887086
AHWAZ M.H.Bahrami/Sayahi 09161137038/09163062706/09161313428
ARAK L.Ahangari 09196259347
ARDABIL A.mohammadi/T.Haddadi 09125834649/09147412284
ASALOYEH GHOLAMPOUR/HOSSEINI 09173821153/09125457656
BAHREGAN Not Active -
BAM Not Active -
BANDAR
Sh.Bolboli 09335093179
ABBAS
BANDAR
Not Active -
LENGEH
BOJNORD Ebrahimian 09155898890
BUSHEHR Amin far 09177722665
CHAH-BAHAR Nosrati 09154330115
DEZFUL Falsafi 09163123202
GHESHM Koufe Gheshmi 09173697950
GORGAN Ghorbannezhad/J.ABOLFATHI 09122488260/09121756747
HAMADAN Not Active -
ILAAM A.Mohebati 09186154851/09335087852
IMAM
M.Nurian 09197096527/09125100325/ 55678054
KHOMEINI
ISFAHAN A.KHEIRI 09126393956
JIROFT Not Active -
KERMAN Not Active -
KERMANSHAH Moharram nezhad 09128127940
KHARK Not Active -
KHOY Not Active -
KISH Z.Rastiamuz 09347692075
LAMERD Hashemi 09173038317
LAR Sheykh sharifi 09179074964
LAVAN Not Active -
MAHSHAHR Not Active -
MASHAD Mehr aeen /niroomand 05112212721/09153093276
NOW SHAHR M.R.Razmgir 09113946839
PARSABAD Not Active -
RAFSANJAN Not Active -
RAMSAR Gholami 09122872569
RASHT Pourshafighi 09173135968

Part: 22
Issue: 05
Rev: 01
Station Manager/
Station Name Contact No.
Representative
SAHAND Not Active -
SABZEVAR Abaresi 09151733406
SANANDAJ F.SAMADNEJAD 09122238754
SARI S.F.Mousavifar 09117409377
SHAHRE-KORD Not Active -
SHIRAZ Nikbakhti 09177003744
TABRIZ Hosseini asl 09128397326
TEHRAN Miramini 09121860507
TOHID Not Active -
URMIEH Mojarad / A.MALEKI 09122504067/09143892327
YASUJ Not Active -
YAZD B. NAMAZI 09122496724
ZAHEDAN Pourhasan 09155409043
24.1.2 Overseas Stations
Station Manager/
Station Name Contact No.
Representative
DOHA Not Active -
DUBAI Dr. A. MOUSAVI/NOSHAD 0096566266888/00971502246030
DUSHANBE HAJI TAHERI 00992935752005
DAMASCUS Not Active -
GHANDEHAR A.Dehnadi 0093781826781-00937073747600
ISTANBUL GukhanSarigol/Roghangarha 00905318461768-00902124654351
KABUL H.Rostami 0093780340620/009379304133
KUWAIT H.HEYDAR 0096599448718
KUALA LUMPUR Not Active -
MAZARSHARIF H.Zanguee 0093789265264
MUSCAT Gholamrezazadeh 00996892929083
SULAYMANIYAH Not Active -
STOCKHOLM Not Active -
YEREVAN A.DAVOUDIAN 0037491401962
NAJAF Saeid abdollah 009647800178888
Georgia Sharifi 00995579000662
Note: Station managers or representatives report the conduct of operations to Director of

Airport Services.

Part: 22
Issue: 05
Rev: 01
22.2 Delegation of Responsibilities

22.2.1 Appointed Management Personnel
Name Position Title Substitute Contact Information

+98 21 66002210 
Managing
Mr. H. Alaei Mr. S.Aminzade +98 21 66025113 
Director
alaee@iaa.ir 
D.M.D of +98 21 66027469 
Mr. S.
Commercial and Mr. E. Fazeli* +98 21 44665336 
Aminzadeh
Airport Services aminzadeh@iaa.ir 
General Director +98 21 66027466 
Mr. HosseinTalab
Mr. E. Fazeli* of Airport +98 21 66076134
Services fazeli@iaa.ir 
* Regarding GRH Scope

Part: 22
Issue: 05
Rev: 01
22.3 Special Load-Notification to Captain (NOTOC)

Part: 22
Issue: 05
Rev: 01
22.3 Special Load-Notification to Captain Form (NOTOC)-Reverse

Part: 22
Issue: 05
Rev: 01
22.4 Table of ID Codes
Baggage or cargo of EP employees dispatched free of

1 Dead load
charge or at a reduced fare owing to special facility
2 Dead load EP service shipment (service 2)
ID00N2 Sister carrier staff and/or their family members
3 ID90N2 traveling for holiday
ID00B2 Sister carrier staff traveling on duty
EP General Agents and/or their family members
4 RG00N2
traveling for holiday
ID94R2 EP staff and/or their family members traveling for
5
ID90R2 holiday
Sister carrier staff and/or their family members
ID75N2
6 traveling for holiday
ID75B2 Sister carrier staff traveling on duty
7 RG00S2 EP General Agents traveling on duty

8 ID00S2 EP staff traveling on duty
ID00S2-SUV EP cabin staff traveling on duty
9
supervision
10 Dead load Cargo with no booking
Staff and/ or their family members traveling for holiday
IDOONI
11
ID00B1 Staff traveling on duty
12 RG00N1 EP General Agents traveling for holiday
ID00R1 EP staff (Managers , Flight Captains, First Officers in
13 service) and their family members traveling for holiday
IDOOR1 EP staff posted abroad
14 Dead Load Booked Sister carrier cargo
15 Dead Load EP/ booked cargo
16 Dead Load EP / Service shipment (Service 1)
Sister carrier staff and/or their family Members traveling
ID50NI
17 for holiday
ID50BI Sister carrier staff traveling on duty
18 ID50R1 EP staff and/or their family members traveling for holiday
19 Dead load EP Services shipments traveling as 1 (ABC)
AD75 Travel Agents traveling for holiday
20
AD50 Family members of Travel Agents traveling for Holiday

Part: 22
Issue: 05
Rev: 01
24.4 Table of ID Codes (cont.)
21 DG00G1 Foreign Government employees

Passengers paying normal or special fares, except the
22 PAX privileged categories (VIP, UM, STCR, etc. Listed below
in the present Disembarkation order)
23 Dead Load Service cargo S1 “MUST GO”
24 DG00G1 Iranian Government employees
25 RG00S1 EP General Agents traveling on duty
26 IDOOS1 EP staff traveling on duty
ID00R1 Family members of EP staff posted abroad
27
FAM
CG00 Tourist Tour Leaders (also on transfer flights to the
28 location of departure of the tour and/or vice versa)
CG50
GE00 Travel Agents on training journeys (also on transfer
29 flights to the location of departure of the training journey
and/or vice versa)
IG00 Passengers on inauguration flights or transferring to the
30 DM00N1 station of departure of an inauguration flight and vice-
BP00N1 versa
31 SEMN SEAMEN
32 MSCN MISCONNECTED
33 UM Unaccompanied minors
STCR Stretcher–bound passengers and the persons
34
accompanying them
DG00G1/ISP Flight Inspector traveling on duty
35
DGAC/ISP- R.A.I. Inspectors traveling on duty for engine Check
R.A.I
36 Dead Load Diplomatic Mail and Diplomatic Courier
37 Dead Load Mail and postal packages
Dead Load Spare parts for EP aircraft with absolute priority
38
(Emergency – AOG)
ID00S1/CMG- CREW MUST-GO EP
39
EMG ENGINEER MUST-GO EP

Part: 22
Issue: 05
Rev: 01
22.5 Handling Advice for Unaccompanied Minor

Part: 22
Issue: 05
Rev: 01
22.5 Handling Advice for Unaccompanied Minor (cont.)

Part: 22
Issue: 05
Rev: 01
22.6 Flight Interruption Manifest (FIM)

Part: 22
Issue: 05
Rev: 01
22.7 Check-in Staff Checklist about Dangerous Goods
Note:
 Personal smoking materials intended for use by an individual when carried on his person
are permissible; however, lighter fuel and refills, and lighters containing unabsorbed liquid
fuel are not permitted
 Medicinal or toilet articles which are necessary or appropriate for a journey carried in carry-
on or checked baggage when the total net quantity of all such medicinal or toilet articles
carried by each passenger or crew member does not exceed 2 kg or 2 litres and the net
quantity of each single article does not exceed 0.5 kg or 0.5 litre. It is intended that this
should include such items as hair sprays, perfumes and medicines containing alcohol.

Part: 22
Issue: 05
Rev: 01
22.8 IATA Airline Baggage Identification Chart

Part: 22
Issue: 05
Rev: 01
22.8 IATA Airline Baggage Identification Chart (cont.)

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01
22.9 Property Irregularity Report (PIR)

Part: 22
Issue: 05
Rev: 01
22.10 Damaged Baggage Report (DBR)

Part: 22
Issue: 05
Rev: 01
22.11 Ground Incident /Accident/Damage Report Form

Part: 22
Issue: 05
Rev: 01
22.11 Ground Incident /Accident/Damage Report Form (cont.)

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01
22.12 Dangerous Goods Occurrence Report Form

Part: 22
Issue: 05
Rev: 01
22.12 Dangerous Goods Occurrence Report Form (cont.)

Part: 22
Issue: 05
Rev: 01
22.13 Appendix A -Mandatory Occurrence Reporting Form (MORs)

Part: 22
Issue: 05
Rev: 01
22.13 Appendix A -Mandatory Occurrence Reporting Form (MORs) (cont.)

Part: 22
Issue: 05
Rev: 01
22.14 IATA/ICAO Hazard and Handling Labels
22.14 IATA/ICAO Hazard and Handling Labels (cont.)

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01
22.15 Load sheets and Trim sheets
22.15.1 Load sheet and Trim sheet. ATR 72

Part: 22
Issue: 05
Rev: 01
22.15.2 Load sheet and Trim sheet. FOKKER 100
22.15.3 Load sheet. BOEING 727

Part: 22
Issue: 05
Rev: 01
22.15.4 Trim sheet .BOEING 727

Part: 22
Issue: 05
Rev: 01
22.15.5 Load sheet and Trim sheet. AIRBUS 320-231

Part: 22
Issue: 05
Rev: 01
22.15.6 Load sheet and Trim sheet . AIRBUS 340 -311

Part: 22
Issue: 05
Rev: 01
22.15.7 Load sheet and Loadsheet. Boeing 737-400

Part: 22
Issue: 05
Rev: 01
22.15.8 Load sheet and Trim sheet. Boeing 737-400

Part: 22
Issue: 05
Rev: 01
22.16 Loading Instruction Reports (LIRs)
22.16.1 LIR ─ ATR 72

Part: 22
Issue: 05
Rev: 01
22.16.2 LIR.FOKKER 100

Part: 22
Issue: 05
Rev: 01
22.16.3 LIR. BOEING 727

Part: 22
Issue: 05
Rev: 01
22.16.4 LIR ─ AIRBUS 320 -231

Part: 22
Issue: 05
Rev: 01
22.16.5 LIR ─ AIRBUS 340 -311

Part: 22
Issue: 05
Rev: 01
22.17 Sample of Electronic Load Sheets and Trim sheets
22.17.1 ATR 72

Part: 22
Issue: 05
Rev: 01
22.17.2 FOKKER 100

Part: 22
Issue: 05
Rev: 01
22.17.3 BOEING 727

Part: 22
Issue: 05
Rev: 01
22.18 Ground Handling Service Provider Evaluation Checklist

Part: 22
Issue: 05
Rev: 01
22.18 Ground Handling Service Provider Evaluation Checklist (cont.)

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01

Part: 22
Issue: 05
Rev: 01
22.19 lithium Battery

Part: 22
Issue: 05
Rev: 01
22.20 IAA Ramp Operations Observation Checklist

Part: 22
Issue: 05
Rev: 01

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0.15.1 GRH Personnel at Supervisory Level ............................................................................. 73

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0.2 The Administration of Ground Operations Manual (GOM)

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0.3 Table of Contents

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