Professional Documents
Culture Documents
Iaa Gom PDF
Iaa Gom PDF
IAA
A. Kaynezhad
N.S.Mansouri
Prepared by
M. Habibzadeh
K. Radrazm
DMD
Commercial & Airport Services
Signed by Samad Aminzadeh
rgganuMoelc touoccA
Approved by Hossein Alaie
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
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
Part 0
Page Revision Date
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2 01 01 April 2018
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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
A: Internal Parties
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
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
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.
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
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
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.
Hossein Alaei
Managing Director
01 April 2018
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
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,
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
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
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
Note: The above mentioned protective equipment is being used by GRH personnel as applicable
to their job function.
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
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.
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
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.
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.
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.
0.20.2.2 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.
Note: services refer to activity/work as well as use of resources such as equipment or facilities.
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.
Refer to AHM 810 for additional information and explanation of each Paragraph.
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
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.
Part 1
Passenger
Handling
Procedures
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
1.1 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
1.3 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.
1.3.7Check-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.
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.
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.
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.
1.6 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)
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.
1.7.1.5 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.
1.7.1.5.3.3Ticket
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.
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.
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
1.7.1.5.3.3.4.2 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.
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.
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:
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/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/M 1F F/M 1F
F/D 1E F/D 1D
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.
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.
1.7.1.7.2.2.2 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,
Who cannot use the standard IAA seat, either in a sitting nor reclining position, e.g.
stretcher case, for the class of service desired.
1.7.1.7.2.2.7Advance 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.
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.
1.7.1.7.2.2.10.2Handling
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.
1.7.1.7.2.2.11.2Right of Refusal
A PRM and/or MEDA cases may be refused on the basis of following reasons:
1.7.1.7.2.2.11.4Handling
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.
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.
Note: No limitations are applied for school parties, sports groups and camps, when there is
at least one escort provided.
1.7.1.7.2.3.7Travel 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).
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;
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.
1.7.1.7.2.3.9Seating
UMNR shall not be assigned a seat in emergency exit rows.
UMs shall be seated in the last rows of the aircraft
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.
1.7.1.7.2.4 Infants
1.7.1.7.2.4.1 Definition
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
Note: Maximum number of infants on board is equal to the number of rows in each aircraft
excluding emergency exit rows.
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;
Seats provided with extra oxygen masks (one extra oxygen mask available per
each row section);
Seats not next to the exits, including emergency exits.
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)
1.7.1.7.2.5.2 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.
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.
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.
Entering of the code ensures:
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 passengers name into the special passenger list
which must 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.
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;
The carriers, the flight numbers and the dates;
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.
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.
1.7.1.7.2.6 Deportee
1.7.1.7.2.6.1 Definition
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.
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.
1.7.1.7.2.6.4 Acceptance
Deported (category DEPA) and criminal persons in custody are accepted for
transportation under the following conditions:
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;
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.
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: 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.
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
1.7.1.7.2.7.5 Check-in
The check-in staff/agent shall:
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.
Hand out the boarding pass.
Send a Sitatex /Fax/E-mail/Other available means message with the information to the
transit/ connection/ destination stations.
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.
1.7.1.7.2.8.2 Acceptance
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
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.
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 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.
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.
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.
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.
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.
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.
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.
This will allow the Cabin Crew to give the STCR passenger and his/ her escort a
demonstration of emergency procedures.
This demonstration is obligatory.
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.
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.
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.
1.8.9.8.1 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.
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.
1.12.2 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.
1.12.4 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.
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.
Note: At station where assistance is supplied by handling agents, they may use their
boarding pass.
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.
1.15.3 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 22
Baggage Handling
Procedures
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
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
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
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.
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.
Note 3: the weight of cabin baggage is included in the passenger weight and shall not
state on the loadsheet.
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.
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.
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.
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).
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),
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
clubs and batons, such as billy clubs, blackjacks and night sticks
martial arts equipment
Note: It is forbidden to carry sharp objects such as knives, scissors, corkscrews, knitting
needles, tweezers and skates
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.
DOMESTIC
CLASS INTERNATIONAL FLIGHT
FLIGHT
Y 20 30
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.
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.
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).
Pooling is not allowed of flights with high standards of security that are advised
from Security Department.
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.
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.
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.
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.
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.
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.
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.
Note: Domestic animals of unusual size or wild animals, reptiles and rodents shall be
transported as cargo.
Do not load animals in the same compartment with dry ice or radioactive materials
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.
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.
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
2.9.3.1 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.
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.
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.
2.9.4.2 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;
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.
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.
Weapons are to be kept secured at all times either by approved personnel or locked away in
a secure location.
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 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.
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.
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.
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.
Note: Dangerous goods are not permitted for transport as passenger checked/ hold
baggage by IAA except as those provided in Part 2.11.3
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.
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
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.
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.
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.
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.
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.
Note: for further information and details or requests for exceptions contact with IAA Airport
Services Dept.
2.19.2.2 Identification
Short connection baggage may be identified by a remark on the baggage tag.
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.
Note: The SDRs are quoted daily alongside the main currencies.
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
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 4:
This part shall be completed and signed by flight captain and loadinig supervisor
Part 5:
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.
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.
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.
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.
2.24.3 AVIH
Delay of or damage/injury to AVIH should be handled as priority.
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.
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.
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 3
Cargo and Mail
Handling Procedures
Part: 3
Ground Operations Manual Page: 2 of 4
Issue: 05
Rev: 00
Iran Aseman Airlines
Cargo and Mail Handling Procedures Date: 01 May 2017
All procedures and requirements are described in IAA Cargo Operations Manual.
Part 4
Aircraft Handling
Procedures
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
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.
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.
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.
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.
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.
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.
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.
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).
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).
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.
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.
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.
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.
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.
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.
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.
Note: salt shall never be used to de-ice apron surfaces due to the corrosive effect upon
aircraft.
4.5.3 Thunderstorms
Thunderstorm communication may be implemented in alert phases and the following
represents a minimum standard.
4.5.3.2Fueling
Aircraft fueling shall immediately be stopped and is prohibited during thunderstorm activity.
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.
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.
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.
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.
Bring arms above the head and gasp forearm with opposite hand.
Fully extend arms and wands downwards at 45° angle to sides. Hold this position until it is
clear for the aircraft to move.
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.
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
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.
4.10.2.3 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.
Check that all indicators show that it is safe to open the door.
If there is no indication from the cabin crew that the door is disarmed, knock twice on
the door and repeat the previous step.
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.
Check that all indicators show that it is safe to open the door.
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.
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.
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.
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.
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.
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.
Caution:
Warning Fall Hazard:
Do not ride on the elevating platform to gain access to the loader bridge.
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.
4.11.7.2 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:
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.
4.11.12 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
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.
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.
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:
Note: The term “headset” also applies where an interphone system is used.
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.
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.
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.
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.
Note: From the captain's seat facing forward, engine on his/her left is referenced as engine
number one.
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.
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.
Caution: Repeat all given instructions or acknowledge them in a manner clearly indicating
that they have been understood and will be complied with.
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.
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.
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.
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);
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.
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.
The Tractor Driver shall reduce and adapt vehicle speed as required by the present
conditions.
When using a towbarless tractor on an aircraft, the “over steering” or “over torque”
system of the tractor shall be operative.
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.
Caution:
With engine(s) above idle thrust, blast and suction effects are greater.
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.
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.
Note: Jeweler such as rings and identification bracelets shall not be worn.
4.17 Accidents/Incidents
All accidents/incidents must be immediately reported to the Operations Centre.
Part 5
Load Control
Table of Contents
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.
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
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 to Operation
Send to Flight Control &
Department
Coordination Dept.
(Production Control)
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.
5.1.2.2 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.
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 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.
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: Loading supervisors / load master shall ensure the aircraft is loaded according to “LIR”
through “Ramp Operations Observation c” Checklist part 20.22
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.
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.)
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.
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.
the calculated center of gravity at TOW and, if applicable, at ZFW and LDW is within the
allowed limits.
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;
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.
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 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;
*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: 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
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.
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.
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.
Bulk Load
Net
Station of
Cargo Weight Other Signature
Unloading Remarks
Mail
14
11 12 13
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
Part 6
Airside Safety
Operational
Oversight
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
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”
6.4.1.1 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.
6.4.2 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.
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 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.
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:
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.
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.
For aircraft fitted with a Steering By-pass system, ensure that the by-pass pin is
correctly installed prior to connecting the tractor to the aircraft and before pushback
commences and is removed after the tractor has been disconnected.
For aircraft not fitted with a Steering By-pass system, ensure that either the steering
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.
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.
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.
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.
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 pushback is complete.
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).
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.
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.
For aircraft fitted with a Steering By-pass system, ensure that the by-pass pin is
correctly installed prior to connecting the tractor to the aircraft and before towing
commences and is removed after towing is complete.
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).
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.
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.
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.
6.5.5 Responsibilities
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
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.
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.
6.5.12 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.
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.
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.
6.9.5.1.2 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.
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.
6.9.6.2.6 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.
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.
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.
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.
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.
All training requirements for ground handling personnel are documented in IAA Commercial
Training Program Manual (CTPM).
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
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.
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.
Note: Consideration shall be given to install an effective fire extinguisher on vehicles that will
be operating in airside areas.
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.
8.5 Safety Practices and Procedures Required for Operating Ground Support
Equipment.
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
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.
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.
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.
8.6 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)
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.
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.
Part 9
Aircraft De-Anti-Icing
Part: 9
Ground Operations Manual Page: 2 of 4
Issue: 05
Rev: 01
Iran Aseman Airlines
Aircraft De-Anti-Icing Date: 01 April 2018
All procedures and requirement are described in IAA De-/ Anti- Icing Procedure. (SQM-PR-106)
Part 10
Aircraft Familiarization
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
10.1.1.5 ATR 72
10.1.2 Boeing
10.1.2.1 Boeing 727-200
10.1.2.1.1 Aircraft Doors- sill Heights and Dimensions
10.1.2.2.2 General Aircraft System Servicing Specifications Ground Support Equipment for
B737-400
10.1.3.1 Aircraft Doors- Sill Heights and Dimensions Fokker 100 with Airstair Door And
Downward Opening Cargo Hatches
10.1.3.4 General Aircraft System Servicing Specifications for Ground Support Equipment
10.1.4 Airbus
10.1.4.1 Airbus 340-300
10.1.4.1.1 Sill Heights and Dimensions
10.1.4.1.3 General Aircraft System Servicing Specifications for Ground Support Equipment
–A340-300
Model 200
10.1.4.2.3 Ground aircraft System servicing Specifications for Ground Support Equipment –
A320
10.1.5 ATR 72
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.
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.
11
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
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
11.17.2 General Information.........................................................................................................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
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.
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.
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.
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.
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.
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.
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)
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.
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.
11.6 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.
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.
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.
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
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.
11.12.2 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.
11.12.3.3 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.
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.
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
11.16.7 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
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
depending on the case.
Entering of the code ensures:
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 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.
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.
● 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.
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.
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.
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.
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.
11.17.5 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.
11.17.8 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.
The MEDIF shall 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.
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.
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.
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.
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.
The MEDIF shall not be filled in prior to 3 days for international and 2 days for
domestic flight before departure.
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
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
The check-in staff/agent shall:
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";
Entering of the code ensures:
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 PREG code is automatically printed on the boarding pass.
At non-automated stations the check-in staff/agent shall:
Send the PSM manually and the Fax/E-mail/Other available means message shall
contain:
Name of the passenger;
Code for the category of passenger;
The passenger's entire flight route, specifying the transit/ connection stations;
The Carriers, the flight numbers and the dates;
Requests for the necessary assistance or equipment.
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.
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).
Note: Under no circumstances the seats next to an emergency window or over-wings exit
shall not be assigned
Note: Escort is not required for maximum number 2 WCHC for Medium /Short range flights
less than 3 hours, except for ATR72.
11.21.1 Max Number of PRM Accepted Versus Extra Cabin Crew Required
Escort
Code Definition
Required Recommended Not Required
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.
12
Table of Contents
12.1 Definition ..................................................................................................................... 5
12.3 Check-in....................................................................................................................... 7
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.
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).
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.
13
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
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.
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.
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.)
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.).
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.
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;
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.
13.1.8 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.
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.
P External pockets.
S Straps to close / secure.
W Wheels /rollers.
X No External descriptive elements.
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
The sample of PIR & DBR is available in parts 22.9 & 22.10
14
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
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.
Note: In case of late passenger boarding, the airline cannot accept a passenger for
transportation and is not obliged to delay the flight.
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.
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.
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
Disembarkation
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
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.
Note: Stations Managers (KK) shall promptly inform Commercial and Airport Services Affairs and
Central Station of the local regulations in force.
15.3.1 Check-in
The station staff / agent shall:
Carry out the usual check-in operations;
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.
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.
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.
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)
Examples
Example of A NIL PTM
JFKKPBA
● LHRKPJD 121234
PTM
JD1234/12JAN LHRJFK PART1
NIL
ENDPTM
Note: For the purposes of automatic processing it is important that the spacing and punctuation
shown in the above example are strictly respected.
Part 16
Re-routing
Rtyuik[;’
DMD-Commercial and Airport Services
Part: 16
Ground Operations Manual Page: 2 of 24
Issue: 05
Rev: 00
Iran Aseman Airlines
Re-routing Date: 01 May 2017
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
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.
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.
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.
This regardless of the actual expenses IAA sustained in providing the surface re-routing.
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.
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.
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.
16.6.8 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.
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.
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.)
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.
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.
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.
17
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
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.
17.4.2 Responsibilities
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
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
(MORs).
Sample of MORs is available in Part 22.13
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 18
Fueling
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
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.
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.
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.
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.
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.
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.
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 19
Travel Facilities
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
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.
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
N Holiday journey: ticket issued by Companies or GSAs other than those the passenger belongs
to.
G Duty journey: ticket issued on Government orders.
19.4 Check-in
The following conditions shall be respected when checking-in passengers holding and "ID" ticket
on Iran Aseman Airlines flights:
S-R Accept
Iran Aseman Airlines
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.
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;
Hand out the boarding pass.
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.
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.
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.
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.
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.
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.
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;
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 20
Support Operations
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
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.
20.2 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.
Fuel;
Loading Instructions;
Catering to load;
Any technical anomalies of the Aircraft
Aircraft rotation.
TURKEY 3 3 3 3
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.
20.4.1 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.
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:
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;
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.
The IAA availability to offer due assistance to limit passengers' discomfort deriving from
irregularities;
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.
20.7.1.2 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.
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.
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
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.
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.
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.
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
22
Table of Contents
22.1 IAA Domestic and Overseas Stations ........................................................................ 5
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
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:
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.
22.17.1 ATR 72