Table of Contents

Page

Revisions ................................................................................................................................................. IGOM-v

Record of Revisions ................................................................................................................ IGOM-v
Issue and Revision Dates by IGOM Numerical Sequence .....................................................IGOM-vi

Introduction ............................................................................................................................................ IGOM-ix

1 Purpose and Scope ................................................................................................................ IGOM-ix
2 Applicability ............................................................................................................................. IGOM-ix
3 System of Numbering IGOM ................................................................................................... IGOM-ix
4 Manual Revisions .................................................................................................................... IGOM-x
5 Manual Language .................................................................................................................. IGOM-xii
6 Wording Conventions ............................................................................................................ IGOM-xiii
7 Standard Format ................................................................................................................... IGOM-xiii
8 References ............................................................................................................................ IGOM-xiv
9 Disclaimer ............................................................................................................................. IGOM-xiv
10 Acknowledgements ............................................................................................................... IGOM-xiv
11 IGOM Change Requests ...................................................................................................... IGOM-xiv
12 IGOM References ................................................................................................................. IGOM-xiv
13 IGOM Adoption Policy ........................................................................................................... IGOM-xv

Chapter 1: Passenger Handling Procedures ....................................................................................... IGOM-1

1.1 Passenger Departure .............................................................................................................. IGOM-1
1.2 Passenger Security ................................................................................................................. IGOM-6
1.3 Passenger Arrival, Transfer and Transit ..................................................................................IGOM-7
1.4 Special Categories of Passengers ..........................................................................................IGOM-9
1.5 Passenger Irregularities ......................................................................................................... IGOM-21

Chapter 2: Baggage Handling Procedures ........................................................................................IGOM-23

2.1 Cabin Baggage ...................................................................................................................... IGOM-23
2.2 Checked Baggage ................................................................................................................. IGOM-25
2.3 Baggage Security .................................................................................................................. IGOM-31
2.4 Baggage Sortation ................................................................................................................. IGOM-33
2.5 Baggage Preparation for Loading .........................................................................................IGOM-35
2.6 Offloading of Checked Baggage ...........................................................................................IGOM-36
2.7 Baggage Arrival and Transfer ............................................................................................... IGOM-37
2.8 Special Baggage .................................................................................................................. IGOM-39
2.9 Mishandled or Unclaimed Baggage .....................................................................................IGOM-41
2.10 IATA Annexes for Baggage ................................................................................................... IGOM-43

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Page
Chapter 3: Aircraft General Safety/Servicing Operations .................................................................IGOM-45
3.1 Ramp Safety in Aircraft Handling ..........................................................................................IGOM-45
3.2 Safety during Fueling/Defueling ............................................................................................ IGOM-58
3.3 Adverse Weather Conditions ................................................................................................. IGOM-62
3.4 Hand Signals ......................................................................................................................... IGOM-66
3.5 Toilet Servicing ...................................................................................................................... IGOM-94
3.6 Potable Water Servicing ........................................................................................................ IGOM-96
3.7 Aircraft Cabin Servicing ......................................................................................................... IGOM-98
3.8 Safety During Aircraft De-icing/Anti-icing Operations ..........................................................IGOM-101

Chapter 4: Aircraft Turn-Around ....................................................................................................... IGOM-103

4.1 Aircraft Arrival ...................................................................................................................... IGOM-103
4.2 Aircraft Chocking ................................................................................................................. IGOM-107
4.3 Aircraft Coning ..................................................................................................................... IGOM-113
4.4 Aircraft Doors ....................................................................................................................... IGOM-118
4.5 Aircraft Turnaround Handling .............................................................................................. IGOM-123
4.6 Aircraft Departure ................................................................................................................ IGOM-147
4.7 Power Push Unit with Main Gear Towbarless Tractor ........................................................IGOM-161
4.8 Open Ramp Departure ........................................................................................................ IGOM-165
4.9 Aircraft Towing ..................................................................................................................... IGOM-166

Chapter 5: Load Control .................................................................................................................... IGOM-171

5.1 Introduction .......................................................................................................................... IGOM-171
5.2 Load Control Principles ....................................................................................................... IGOM-171
5.3 Regulatory Requirements .................................................................................................... IGOM-172
5.4 Load Control Tasks ............................................................................................................. IGOM-172
5.5 Load Control Task Job Responsibility .................................................................................IGOM-176
5.6 Qualification Requirements ................................................................................................ IGOM-176
5.7 Documentation .................................................................................................................... IGOM-176
5.8 Load Control Process Flow ................................................................................................. IGOM-178

Chapter 6: Airside Safety Operational Oversight ...........................................................................IGOM-181

6.1 Introduction .......................................................................................................................... IGOM-181
6.2 Supervision Scope ............................................................................................................... IGOM-182
6.3 Turnaround Coordination/Supervision Requirements .........................................................IGOM-183
6.4 Reporting–Incidents, Accidents and Near-Misses ...............................................................IGOM-184
6.5 Airside Safety Investigation Procedure ...............................................................................IGOM-184
6.6 Monitoring Procedures ........................................................................................................ IGOM-190
6.7 Emergency Response Procedures ......................................................................................IGOM-204
6.8 Adverse Weather Oversight Procedures .............................................................................IGOM-206

Annex A: Glossary .............................................................................................................................. IGOM-207

Annex B: List of Abbreviations ......................................................................................................... IGOM-225

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Revisions
Record of Revisions
Edition Number Temporary Revision Number Issue Date Effective Date
1st Edition None April 2012 April 2012
2nd Edition None April 2013 April 2013
3rd Edition None January 2014 January 2014
3rd Edition TR 01 July 2014 July 2014
4th Edition None January 2015 January 2015
4th Edition TR 01 June 2015 June 2015
5th Edition None January 2016 January 2016
6th Edition None January 2017 January 2017
7th Edition None January 2018 January 2018
8th Edition None January 2019 January 2019
9th Edition None January 2020 April 2020

Note: Due to the change of effective date of IGOM ed. 9, the previous edition (IGOM ed. 8) validity is
extended until 31st March 2020.

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Issue and Revision Dates by IGOM Numerical Sequence

For 9th Edition

IGOM ed. 9 Reference SIGNIFICANT CHANGES AND AMENDMENTS TO

THE 9TH EDITION
Introduction-2 Applicability Revision of text
Introduction-4.3 IGOM Risk Assessment Revision of table
Introduction-13 IGOM Adoption Policy New section-Inclusion of the IGOM Adoption Policy
IGOM 2 Baggage Handling Procedures Enhancement of entire chapter, new numbering in
subsection
IGOM 2.1 Cabin Baggage Minor text revision
IGOM 2.2 Checked Baggage Revision of content
IGOM 2.3 Baggage Security New numbering, alignment with AHM 621
IGOM 2.4 Baggage Sortation New section, inclusion of IATA RESO 753 provision
IGOM2.5 Baggage Preparation for Loading Revision of content
IGOM 2.6 Offloading of Checked Baggage New section
IGOM 2.7 Baggage Delivery Revision of text
IGOM 2.8 Special Baggage Revision of content
IGOM 2.9 Mishandled or Unclaimed Baggage Revision of content
IGOM 2.10 IATA Annexes to Chapter 2 New section
IGOM 3.1.3.1 Basic Operating Requirement of GSE Minor text revision and renumbering
IGOM 3.1.3.2 Basic Operating Requirement of GSE Revision and renumbering of text to improve
sequence of procedure
IGOM 3.1.3.3 Non-Motorized GSE Minor text revision
IGOM 3.1.3.4 GSE Safety Driving and Parking Inside Minor revision of texts, re-introduction of procedure(b)
ERA
IGOM 3.1.3.7 Belt Loader Renumbering of text to improve clarity of procedures
IGOM 3.1.3.9 Elevating Equipment Correction of typos, clarification of text
IGOM 3.1.3.10 Use of Tractors/Electric Baggage Tag Inclusion of Electric Baggage Tag, EBT
IGOM 3.1.3.11 ULD Transporter New procedure
IGOM 3.2.1 Fueling Safety Zone Fueling Safety Zone diagrams updated, minor text
revision
IGOM 3.3.3 Storms-Lighting Revision of text
IGOM 3.3.5 High Winds Activity Table Minor text revision
IGOM 3.3.6 Sandstorms/Low Visibility Correction of typo
IGOM 3.4.1 Hand Signals-Introduction Change text from “pushback hand signals” to “Aircraft
Movement hand signals”
IGOM 3.4.7.8 Open/Close Stairs Clarification of signal
IGOM 3.5.3.1 Toilet Servicing Procedure-General Minor text revision
IGOM 3.6 Potable Water Servicing Revision of entire section, alignment with AHM 440
IGOM 4.1.1 Action Prior Arrival Minor numbering revision
IGOM 4.1.2.2 Action After Arrival Minor revision of text
IGOM 4.1.3.1 Ground Power Unit and Fixed Power Inclusion of Fixed Power Unit, FPU
Unit
IGOM 4.2.1 Wheel Chock Placement New Note

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 Revisions—IGOM

IGOM ed. 9 Reference SIGNIFICANT CHANGES AND AMENDMENTS TO

THE 9TH EDITION
IGOM 4.4.2.1 Cabin Access Doors-General Minor numbering change
IGOM 4.4.3.3 Re-Opening of Cargo Hold Doors Revision of text
IGOM 4.5 Aircraft Turnaround Handling Title change, new numbering in subsection, revision
of entire section to include chronological sequencing
of tasks
IGOM 4.5.1 Supervision of Aircraft Turnaround Entire revision on responsibility for the person
Handling performing the task of loading supervision
IGOM 4.5.2 Aircraft Ground Stability Minor revision of text
IGOM 4.5.3 Safety Requirements Specific to Aircraft Sequence of tasks to include ULD loading, main deck
Turnaround Handling loading for freighter aircraft, bulk loading and identify
shipment that require special handling
IGOM 4.5.4 Unloading Revision of text, change of terminology from
offloading to unloading, to be applied where
necessary
IGOM 4.5.5 Cargo Hold Inspection Revision of text to include technical malfunctions
limiting load on aircraft
IGOM 4.5.6 Loading Revision of text to include sequence of task from
handover process, transportation and delivery to
actual loading
IGOM 4.5.7 Securing of Loads New numbering, minor revision of text
IGOM 4.5.8 Load Spreading New numbering
IGOM 4.5.9 Unit Load Devices New numbering and inclusion of guidance to perform
ULD check
IGOM 4.6.3.1 Pre-Departure Walkaround Check Minor text revision
IGOM 4.6.4 Wheel Chock Removal Minor text revision
IGOM 4.6.8.4 Departure Communication without Minor text revision
Interphone
IGOM 4.6.10.3 Ground Crew in Charge of Pushback Revision of text, inclusion of the towbar disconnection
process
IGOM 4.6.10.5 Tractor Driver Minor text revision
IGOM 4.6.10.6 Brake Operator New procedures
IGOM 4.6.11.2 Maneuvering During Wintery or Title alignment with 3.3.2, minor revision of text
Slippery Condition
IGOM 4.6.13 Anti-Collision Lights Minor text revision
IGOM 4.9 Aircraft Towing Revision of section, revised tables for towing
preparation, towing completion and incidents during
towing
IGOM 5.4.1.2 Loading Instructions Report Minor text revision
ANNEX A Glossary Updated
ANNEX B List of Abbreviations Updated

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Introduction
1 Purpose and Scope
The IATA Ground Operations Manual (IGOM) defines ground handling procedures for airlines and ground
service providers to ensure ground operations activities are safely, efficiently and consistently accomplished.
The manufacturers' Aircraft Maintenance Manuals (AMM) contain the maintenance instructions necessary to
ensure the continued airworthiness of aircraft. They also provide servicing sections that give specific
information required to service aircraft on ramps or in maintenance hangars. Procedures in the AMMs are
drafted considering aircraft in a maintenance configuration whereas IGOM deals with operational conditions
on the ramp. As such, the procedures may differ from one to the other.
The procedures detailed in IGOM reflect the minimum standards identified and agreed to by the aviation
industry.

2 Applicability
IGOM is to be used by operators and ground service providers as a core set of ground operations procedures
in the conduct of ground handling functions. It also applies to staff entering the aircraft for purposes such as
catering, cleaning or supervision, but specifically excludes aircraft maintenance, fueling or de-icing tasks.
While all relevant factors have been taken into consideration and these procedures constitute best practice,
some additional information may be required:
(a) Any supplementary airline specific instructions that are required, especially pertaining to aircraft, Ground
Support Equipment (GSE) or the airline's product offering, shall be presented in the airline's Ground
Operations Manual (GOM).
(b) In the event an airline or ground service provider deviates from a published IGOM procedure the variation
needs to be communicated between the airline and ground service provider or vice versa by means of a
standard communication channel established by both parties, the process described in section 13 should
be followed.
(c) If a regulatory authority mandates procedures other than those in IGOM, then these shall be followed.

3 System of Numbering IGOM

IGOM is organized as follows:
(a) Introduction
(b) Chapter 1: Passenger Handling Procedures
(c) Chapter 2: Baggage Handling Procedures
(d) Chapter 3: Aircraft General Safety and Servicing Operations
(e) Chapter 4: Aircraft Turn-around
(f) Chapter 5: Load Control
(g) Chapter 6: Airside Safety Operational Oversight

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4 Manual Revisions
4.1 Policy
IATA publishes annual editions of this manual to ensure the content remains current. The edition number is
depicted on the cover page of the manual and at the bottom of each individual page. The issue date and
effective date of each edition is indicated in the record of revisions section.
A temporary revision (TR) may be issued under the following circumstances:
(a) If an International Civil Aviation Organization (ICAO) change of regulation affects the IGOM content
(b) If a safety critical procedure of IGOM content needs to be corrected
A TR is not included in the body of IGOM and is accompanied by specific instructions as to applicability.

4.2 Manual Revision Symbols

 addition of a new item
 change to an item
 cancellation of an item
+ Safety Critical procedures

4.3 IGOM Risk Assessment

IGOM Risk Assessment
The IGOM Technical Group (TG) has undertaken a risk assessment of airside operation (chapter 3 and 4), to
determine which of the IGOM procedures are considered to be Safety Critical.
The Risk Assessment Matrix and the Safety Severity Levels, as published in the Airport Handling Manual
(AHM), are utilized in this determination. IGOM procedures that fall within the red zone defined as 5A, 5B, 5C,
4A, 4B and 3A were identified as safety critical.
In future the safety operational procedures within the IGOM will be periodically reviewed and evaluated
utilizing the data provided by the industry through Global Aviation Data Management (GADM).

IGOM Procedure Safety Risk or Threat

Ref. Risk Index
3.1.2.1 Engine Danger Areas 5A Accident or damage to equipment and/or aircraft, injury
or fatality to personnel due to engine blast
3.1.3.1 General Safety Instructions 5A Accident or damage to equipment and/or aircraft, injury
or fatality to persons
3.1.3.2 Basic Operating 5A Accident or damage to equipment, injury or fatality to
Requirements for GSE personnel
4.5.1 Supervision of Aircraft 5C Damage to aircraft, fatalities
Turnaround Handling
4.5.6 Loading 5C Damage to aircraft, fatalities
4.5.7 Securing of Loads 5C Damage to aircraft, fatalities
3.1.3.4 Ground Support 4B Personnel injury and/or aircraft damage
Equipment Safety Driving
and Parking Inside ERA
3.1.3.6 Passenger Stairs 4B Damage to aircraft
3.1.3.7 Belt Loader 4B Damage to aircraft, injury to personnel

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IGOM Procedure Safety Risk or Threat

Ref. Risk Index
3.1.3.8 ULD Loader 4B Damage to aircraft
3.1.3.9 Elevating Equipment 4B Damage to aircraft
3.1.3.10 Tractors/Electric Baggage 4B Damage to aircraft, injury to personnel
Tag
3.3.5 High Winds Activity Table 4B Damage to equipment and/or aircraft, injury to
personnel
3.4 Hand Signals 4B Damage to equipment and/or aircraft
4.1.2.2 Actions After Arrival 4B Personnel injury
4.2 Aircraft Chocking 4B Personnel injury
4.4.2 Cabin Access Doors 4B Personnel injury (fall from height)
4.4.3 Cargo Hold Doors 4B Damage to aircraft
4.6.10 Aircraft Pushback 4B Damage to aircraft
3.1.2.4 FOD–Foreign Object 3A Damage to equipment and/or aircraft
Debris
3.2.1 Fueling Safety Zone 5D Fatality, may lead to fire, emergency preparedness
response
3.2.2 Fuel Spillage 5D Fatality, may lead to fire, emergency preparedness
response
3.2.3 Fueling/Defueling with 5D Damage to facility and/or aircraft, injury or fatality to
Passengers on Board persons
3.8 De-icing-Safety 5D Damage to facility and/or aircraft, injury or fatality to
during Aircraft De-/ persons
anti-icing Operations
3.1.1 Ramp Safety in Aircraft 4C Damage to equipment and/or aircraft, injury to
Handling–Introduction personnel
4.5.2 Aircraft Ground Stability 4C Damage to aircraft
4.6.6 Engine Start Using Air 4C Damage to aircraft
Start Unit
4.6.8 Departure Communication 4C Damage to aircraft
3.1.3.3 Non-Motorized GSE 3B Damage of equipment, injury to personnel
3.1.3.5 Passenger Boarding 3B Damage to aircraft, injury to personnel
Bridge (PBB)
4.1.1 Action Prior to Arrival 3B Damage to aircraft and/or equipment
4.1.2.1 Aircraft Arrival at a Gate or 3B Damage to aircraft and/or equipment
Open Ramp
4.6.1 Aircraft 3B Personnel injury
Departure–Introduction
4.6.2 Action Prior to Departure 3B Personnel injury
4.6.4 Wheel Chock Removal 3B Personnel injury
3.1.3.11 ULD Transporter 3B Damage to equipment and/or aircraft, injury personnel
4.5.5 Cargo Hold Inspection 4D Damage to aircraft
3.3.4 High Wind Conditions 3C Damage to equipment and/or aircraft, injury personnel
Work Instructions

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IGOM Procedure Safety Risk or Threat

Ref. Risk Index
4.5.3 Safety Requirements 3C Damage to aircraft
Specific to Aircraft
Turnaround Handling
4.5.4 Unloading 3C Injury to personnel
4.5.8 Load Spreading 3C Structural damage to aircraft floor
4.6.12 Nose Gear Steering 3C Damage to aircraft
4.8 Open Ramp Departure 3C Injury to persons
3.3.2 Winter or Slippery Apron 2B Injury to personnel
Conditions
4.5.9 Unit Load Devices (ULDs) 2B Damage to aircraft
4.6.7.2 Communication During 4E Damage to aircraft
Engine Fire
3.3.3 Storms–Lightning Work 3D Injury persons
Instructions
4.6.7.1 Communication During 3D Injury to personnel
Engine Start
3.5 Toilet Servicing 2D Poor hygiene, environmental issues
3.6 Potable Water Servicing 2D Environmental issues, water borne diseases
4.1.3 Ground Support 2D Damage to aircraft
Equipment on Arriving
Aircraft
4.7 Power Push Unit (PPU) N/A Not yet assessed
(Main Gear Towbarless
Tractor)

5 Manual Language
IGOM is published in five languages: English, Chinese, French, Russian and Spanish.
The English text is used as the basis for the translations; therefore, if there is a difference between the
English text and any of the other language texts, the English text prevails.

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6 Wording Conventions
6.1 General
(a) May/need not/not necessary/not required: indicates that conformance is optional.
(b) Note: indicates an important point about which the manual user needs to be made aware.
(c) Should/if possible/whenever possible: indicates that conformance is considered optional, but desirable.
(d) Shall/must/necessary/need/required: indicates that conformance is considered mandatory.
(e) Shall not/must not: indicates that something is not allowed/permitted, or is forbidden.

6.2 Quotations
Quotations are used in this manual to designate the following:
(a) The exact wording to be spoken during oral communication.
(b) The exact wording to be written into forms.

6.3 Italics
Italics are used in this manual to designate the following:
(a) The titles of manuals or documents;
(b) Foreign words that have not been assimilated into International English;
(c) The writer's emphasis on certain words;
(d) Notes.

7 Standard Format
7.1 Actions
All listed items are represented with the following sequence:
(a) Item
(b) Item
1. Subitem
2. Subitem
(i) Sub Subitem
(ii) Sub Subitem

7.2 Caution and Danger

These are presented in separate boxes as follows:

Caution:
Representing a general caution.

Danger:
Representing a personal danger for the person.

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8 References
Within the IGOM, reference may be made to any of the following manuals published by IATA:
(a) Airport Handling Manual (AHM)
(b) Dangerous Goods Regulations (DGR)
(c) Live Animals Regulations (LAR)
(d) Passenger Service Conference Resolution Manual (PSCRM)
(e) Perishable Cargo Regulations (PCR)
(f) IATA Reference Manual for Audit Program (IRM)
(g) Security Management System Manual (SeMS)
(h) Travel Information Manual (TIM)
(i) Travel Information Manual Database (TIMATIC)
(j) Unit Load Devices Regulation (ULDR)

9 Disclaimer
Every effort has been made to reference the best sources possible and the IGOM Technical Group is
comprised of knowledgeable experts from the ground handling and aviation industry. However, in a manual
that is globally applicable, it is possible that there are procedures or instructions in IGOM that do not align with
certain local practices or situations. In such cases, common sense and safety shall prevail.

10 Acknowledgements
IATA would like to thank the members of the IGOM Technical Group for the vital role they have played in the
development of IGOM, as well as other individuals and groups who have taken the time and made the effort
to provide us with comments and feedback.

11 IGOM Change Requests

While every effort has been made to ensure that IGOM reflects a globally applicable industry best practice, we
welcome any proposed changes. All submissions will be reviewed by the IGOM Technical Group.
To submit feedback, please fill in the online form at: http://iata.org/ahmigom-change

12 IGOM References
For ease of referencing it is recommended to add IGOM references to airline GOMs.
For the purpose of completing a gap analysis between the company GOM and IGOM, the Gap Analysis
Spreadsheet can be used.
IGOM Gap Analysis Checklist

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13 IGOM Adoption Policy

13.1 Background
In 2017 the IATA Operations Committee (OPC), now known as Safety, Flight and Ground Operations
Advisory Council (SFGOAC) established the Ground Operations Group (GOG) as an advisory body on all
matters related to ground operations safety with the aim of reducing ground damages and injuries as well as
improving operational efficiency. Within this mandate, the SFGOAC has requested GOG in cooperation with
IATA to develop an action plan for IGOM global acceptance.
The GOG in cooperation with the IGOM Technical Group has been reviewing the IGOM content on annual
basis ensuring its requirements are up-to-date, relevant, and responding to the latest industry practice.
However it has been recognized by ground operations stakeholders that industry safety solutions shall be
implemented as a performance-based requirements that focus on desired, measurable outcomes, rather than
prescriptive processes, techniques, or procedures. As such GOG has identified the need for certain
organizations to deviate from IGOM requirements in order to support specific company needs, policies and
operational requirements, while mitigating safety risks.
In November 2018 GOG, IOSA Oversight Council (IOC) and the ISAGO Oversight Council (GOC) have
endorsed the IGOM adoption policy.

13.2 IGOM Adoption Policy

An operator/Ground Service provider should conduct a gap analysis between their GOM and IGOM to ensure
a complete set of procedures exists for the applicable operations.
A list of variations (if applicable) should be maintained by the operator for:
(a) Communication to providers (as applicable); and
(b) Provider’s management and performance measurement.
A list of variations (if applicable) should be maintained by the provider for:
(a) Communication to operator (as applicable);
(b) Management of respective customer airlines’ relationship, and
(c) Awareness of local operational/regulatory variations imposed by respective authorities.
When a variation from an IGOM “safety critical” procedure is identified, such variation should be risk reviewed,
assessed and accepted by the operator/provider as per its own SMS specifications.
For further guidance on IGOM adoption policy two explanatory video are avaliable on line please visit:
https://youtu.be/wMyeukhqis4
https://youtu.be/5RW_78SDSxs

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13.3 IGOM Implementation Process Flow

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Chapter 1: Passenger Handling Procedures
1.1 Passenger Departure
1.1.1 Pre-Departure Activities
1.1.1.1 Ticket Sales Counter
If a ticket sales counter is located at the airport, display either electronic or manual versions of:
(a) Operating airline signage
(b) Dangerous goods notifications

1.1.1.2 Passenger Pre-Flight Preparation

Prepare check-in for flights in accordance with operating airline procedures prior to the opening of web or
airport check-in, and verify all necessary data has been transferred into the check-in system correctly.
(a) Review the booking status.
(b) For code-share flights with an active blocked space agreement, check the allotment to ensure the block of
seats, as agreed, is guaranteed to the partner.
(c) Review the curtain version, if applicable.
(d) Confirm the Passenger Name List (PNL) and Additions and Deletions List (ADL) were properly
transmitted and match the booking status.
(e) Block seats for security officers, crew, weight and balance, and if seats are unserviceable.
(f) Confirm the seating plan is set according to the actual aircraft type and version.
(g) Review the flight remarks, if applicable.
(h) Record the passenger status on Passenger Name Record (PNR) if applicable.
(i) Review the boarding time, departure time, and gate. Brief staff about the reason for any delays.
(j) Apply payload restrictions, if any.
(k) Check the passenger list for special passengers (e.g. Wheelchair assistance (WCH), Unaccompanied
Minors (UM), etc.) and pre-assign as per operating airline procedures and according to the aircraft type.
(l) If not pre-reserved, prepare seating for families traveling with infants or children, as per operating airline
procedures. Check total infants booked and order additional life vests, if needed.
(m) Where free/open seating is applied, inform the crew and passengers and ensure special category
passengers have appropriate seats.
(n) Ensure flight status is open for web check-in, if applicable.
(o) Check-in is opened once the pre-flight preparation is complete.

1.1.2 Check-In Counter Requirements

Prior to opening the check-in counters:
(a) Start and test equipment.
(b) Ensure scales are functioning and calibrated.
(c) Stock boarding card and bag tag printers as per operating airline procedures.
(d) Ensure adequate stock of any other tags required by the operating airline.
(e) Display signage required by the operating airline, both electronic and manual versions.
(f) Ensure dangerous goods notifications are prominently displayed at the check-in area as well as ticket
offices, baggage drop-off areas, self-serve check-in areas, and transfer counters.
(g) Prepare check-in queues, stanchions, carpets, baggage guages, podiums, etc., as per operating airline
procedures.

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1.1.3 Passenger Check-In

1.1.3.1 General
Check-in is the complete sequence of steps that involves the registration of passengers and their baggage in
a Departure Control System (DCS) or manual system, the labelling of the baggage and the issuance of one or
more boarding passes. Boarding passes containing the passenger's name must be issued to all passengers,
either on paper or electronically.

1.1.3.2 Check-In Deadlines

Apply check-in deadlines as per operating airline procedures, respecting applicable passenger rights and on-
time departure requirements.

1.1.3.3 Operating Carrier, Marketing Carrier and Wet Lease

Advise the passenger of the operating carrier no later than at the time of check-in, if different from the one
noted as the “carrier” on the ticket.

1.1.3.4 Check-In Types

1.1.3.4.1 General
Check-in may be provided at check-in counters, via self-service methods such as web check-in, kiosk or
SMS, and may be performed using a DCS or manually.

1.1.3.4.2 Manual Check-In

Where no DCS is available, apply established manual check-in procedures.

1.1.3.4.3 Through Check-In

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

1.1.3.4.4 Return Check-In

The check-in for the return flight is permitted if the flight is open as per operating airline procedures.

1.1.3.4.5 Self-Service Check-In

Web/mobile/kiosk/SMS check-in may be offered if the following conditions are met:
(a) The passenger is holding an electronic ticket.
(b) The passenger is departing from an airport where the operating airline's or ground handler's DCS is in
use.
(c) The passenger meets any other qualifying criteria set by the operating airline.

1.1.3.4.6 Off-site Check-In

Off-site check-in may be permitted if:
(a) The passenger is holding a valid ticket.
(b) The location is an approved site.
(c) The passenger meets any other qualifying criteria set by the operating airline.
(d) Local off-site security processes are followed.

1.1.3.4.7 Emergency Back-Up Check-In

In case of DCS and/or Baggage Handling System (BHS) failure, local back-up procedures shall be
established in every station and tested regularly.

IGOM–2 9TH EDITION, APRIL 2020

Sample Data – Not for Operational Use

 Passenger Handling Procedures—IGOM

1.1.3.5 Check-In Opening

Conduct a staff briefing for check-in agents before the check-in counters are opened; receive and review any
summarized flight information.

1.1.4 Baggage Drop-Off

Passengers who have used a self-service check-in facility may drop their checked baggage at a baggage
drop-off. If applicable as per operating airline procedures:
(a) Review the boarding pass and pull up the passenger data in the check-in system.
(b) Verify identity and travel document, assess carry-on baggage, and accept checked baggage.
(c) Add baggage information and any Special Service Requests (SSR) to the DCS if required and apply any
related fees.

1.1.5 Travel Documents and Verification

1.1.5.1 General
(a) Check the validity of the ticket regarding to the itinerary, flight, date, carrier, reservation status, class, and
restrictions.
(b) Check the ticket for the final destination and confirm this with the passenger.
(c) Verify the passenger's identity against the travel document presented, including review of the date of
birth, expiry status of document, a visual comparison of the photo to the passenger, and ensure the name
on the travel document matches the booked name.
(d) Verify the travel document is valid and good for all persons traveling, as not all States allow family
members to be registered in a single passport.
(e) Report any document that shows signs of tampering.
(f) Locate the passenger in the DCS and review any special remarks.
(g) Check travel documents for destination and/or transit requirements.
(h) Review visa or entry conditions/limitations, if required.
(i) Collect Advanced Passenger Information (API), if required.
(j) When you identify an issue with a document, notify your supervisor who will contact the appropriate
authority for assistance.

1.1.5.2 Advance Passenger Information

Many governments require airlines to submit Advanced Passenger Information (API) at specified times for
disembarking passengers.
Information is generally collected at the time of check-in, or provided from data collected during booking, and
verified during presentation of the travel document.
As per operating airline procedures, collect API data at the time of check-in, or review data already provided.
Transmit API data at pre-arranged times to recipients specified by the airline. Always protect passenger's
personal information and securely dispose of any related paperwork not kept on file.

1.1.6 Passenger Acceptance

1.1.6.1 Requirements for Passenger Acceptance
Certain categories of passengers may be refused travel at the operating airline's discretion. Apply the
operating airline procedures with respect to acceptance.

9TH EDITION, APRIL 2020 IGOM–3

Sample Data – Not for Operational Use
 IGOM—Chapter 1

1.1.6.2 Seating
Each passenger (except infants not occupying a separate seat) is assigned an individual seat number on
each flight. Certain airlines operate a free/open seating procedures.
(a) Allocate seating for special categories of passengers in accordance with operating airline procedures.
(b) The acceptance of passengers on the waitlist is based on booking status and operating airline
procedures.

1.1.6.3 Exit Row Seating

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

1.1.7 Passenger Boarding

1.1.7.1 General
(a) Check that boarding facilities and gate monitors are displaying flight information.
(b) Ensure dangerous goods and prohibited articles notices are displayed at the boarding gate.
(c) Before boarding, ensure passengers and their cabin baggage are security screened.
(d) If passengers and staff need to walk on the ramp, ensure the route to the aircraft is safe and clearly
marked. Passengers shall always be supervised on the ramp.
(e) For boarding with a Passenger Boarding Bridge (PBB), secure the route to the aircraft and block off any
unused passageways, if required. Identify passageways (e.g., by class) as per operator requirements
when there is more than one passageway in use.
(f) If passenger handling staff are trained and authorized to operate cabin access doors, refer to 4.4.2.
If passenger handling staff are trained and authorized to operate the passenger boarding bridge, refer to
3.1.3.5.
(g) Obtain clearance for boarding from the flight crew, according to local procedures and operating airline
procedures.
(h) Follow safety requirements for fueling in progress as per the operating airline GOM.
(i) Make boarding announcements as per operating airline procedures.
(j) Follow operating airline procedures for passengers requiring assistance or pre-boarding.
(k) Verify each passenger's identity as per the requirements.
(l) Cross-check the name on the passenger identity document with the one on the ticket, and visually match
the passenger with the photograph.
(m) Confirm each passenger's boarding acceptance in the DCS before allowing them to board.
(n) For manual or non-automated boarding, check the flight number and date on the boarding card.
(o) Apply the cabin baggage procedures of the operating airline, and account for any gate tagged items.
(p) Secure the flight by matching the checked-in passengers to the boarded passengers.
(q) Provide final passenger numbers to cabin and/or flight crew.
(r) Provide required flight documents to cabin and/or flight crew.
(s) Advise ramp staff and/or load control of the gate baggage to be loaded.
(t) Ensure communication with load control about passenger and/or baggage information, as per operating
procedures.
(u) Send required post-flight messages upon flight close-out.

1.1.7.2 Passenger Boarding Discrepancies

If there are passenger discrepancies (minus or plus), they shall be resolved prior to closing the aircraft door.
(a) Make every attempt to locate missing passengers and obtain visual proof of boarding and verify
documents if the missing passengers are found to be already onboard the aircraft.

IGOM–4 9TH EDITION, APRIL 2020

Sample Data – Not for Operational Use