SLA Presentation

Batam
15 November 2018
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Introduction
DPS AOC Contact Point:
I Made Juli Adhi Putra
Email : imade.putra@emirates.com
Mobile : +628118828946

Heru Djatmiko
Email : Heru.Djatmiko@virginaustralia.com
Mobile : +628123801358

Clarence Tan
Email : Clarence_Tan@singaporeair.com.sg
Mobile : +628123810328

I Wayan Sardana
Email : sardana.wayan@malaysiaairlines.com
Mobile : +628123882208

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Situation background
1. PM 178 Tahun 2015 tentang Standard Pelayanan Pengguna Jasa Banda Udara (Service Standard
for Airport Users in Indonesia)
2. PM 129 Tahun 2015 tentang Pedoman Penyusunan Perjanjian Tingkat Layanan-Service Level
Agreement dalam Pemberian Layanan kepada pengguna Jasa Bandar Udara (Guidance on
establishing SLA to Airport Users in Indonesia)
3. Draft SLA from PT. Angkasa Pura I (DPS) given on August 2016.
4. PJP2U (PSC) increased effective ticket issued on 01 January 2018 from IDR200,000 to
IDR225,000 (international flight)
5. PJP4U (Landing, Parking/Surcharge, Aviobridge, Counter charges increased effective 01
October 2018
6. Latest Incentives Schemes for Airports under AP1 Management Clarity especially DPS are NIL
Incentives for discount/free landing charges and Load Factor however only free material promo
in Airport for Inaugural Flights is given.
7. Level of Service (LoS) socialization had no outcomes and nothing agreed.
8. Several SLAs Follow Up discussion held however yet finalized and to focus on National event
(IMF/WB on October 2018)
9. Its time to move forward for Finalizing SLA with agreed PIC and Time Frame to finalized it.
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SLA requirements – Specific definition
MoT Regulation PM 129 Year 2015 Chapter III article 8 (1 & 2)

Airport Operators Enterprises to coordinate and

collaborated with Airport Users to establish Service
Level Agreement (SLA)

Service Level Agreement (SLA) minimum consist of:

a. Background
b. Parties signed the Agreement
c. Type of Service established in the agreement
d. Performance Standard
e. Agreed Points
f. Time Frame (Period)
g. Measurement and Reporting
h. Right and Obligation
i. Compensation
j. Force Majeure
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SLA requirements – Specific definition continue
MoT Regulation PM 129 Year 2015 Chapter III article 10

Parties who need to sign on the Service Level Agreement (SLA) as mentioned in
article 8 (b) such as:
a. Airport Operator Enterprises with Airports Main Users (Airlines Operator)
b. Airport Operator Enterprises with Airport Related Services such as hangar,
Aircraft maintenance, Warehousing, Catering, Ground Handling, Passenger
and Baggage Services, Cargo and Mail Services, Fuelling Company (DPPU) ---
as per Chapter II Article 5 (1) of MoT PM 129 Year 2015
c. Airport Operator Enterprises with Airport Services Suppliers for Airlines
Operator services, Passenger, Baggage and Mail consist of providing and or
development of facility related to landing, manoeuvre, parking, storage of
aircraft, Terminal Facility for Passenger, Cargo and Mail, electronic facility,
electricity, water, building, etc to smoothen airlines operation. --- as per
Chapter II Article 3 point a,b,c,d of MoT PM 129 year 2015
d. Airport Operator Enterprises with Navigation Services

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There are various Airport Charges billed to Airlines such as
• AERO Charges (Counter Charges, Aviobridge Charges, Landing, Parking/Surcharges)
• NON-AERO Charges (Office Rental, Electricity, Telephone, Internet, etc)
• BHS/HBS services (DPS) since 01 APR 2014 – 31 DEC 2017 and Airlines still paying it if their passenger
still paying Old PSC rate.

SLA shall be established to each services related to above AERO and NON AERO Charges

Example : Aviobridge

1. Type of Service – Specification (e.g. Aviobridge Serviceability / Operator)

2. Performance Level – Reliability + Responsiveness (e.g. Operational 99% of time + Operator comes within 5
mins of calling)
3. Monitoring Process & Reporting – Format of reporting + who to monitor (e.g. signoff sheet for operator +
data submitted monthly to DGCA – data signed off by AP1 and Airline)
4. Issue reporting framework – Escalation process (e.g. Contact AMC -> Change gate / Roving operator
dispatched to gate)
5. Resolution Response & Timeframe – Process flow of issue resolution (e.g. Change gate within 10 mins /
Roving operator arrives within 5 mins)
6. Repercussions – Service Failure SLA penalty (e.g. 50% discount on aviobridge charges for the specific
affected flight)

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Current SLA draft – PT. Angkasa Pura I (DPS)
AOC Bali appreciated all efforts being made by PT. Angkasa Pura I (DPS and HQ)
in establishing SLA Draft which was given to Airlines Operator in DPS on August
2016. However we expect the progress to be closely followed up with PIC in
Charge and Time Frame to finalise this SLA so it can be implemented on day to
day operation.

Most Important are below:

1) Service Commitment from Airport Operator on Manpower and Facilities
2) Enhance Passenger Travel Experience
3) Not Pointing Finger but More on Partnership and Collaboration to make
seamless travel experience (OTP, Customer Services, etc)
4) Success for Airlines are Success for Airport Operators
5) Airlines and Airport Operator (Couple)
6) Clarity of Service Failure/Breakdown

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Current SLA draft – PT. Angkasa Pura I (DPS)
Part 1: General (Main Agreement)
AOC Feedback:
1. Compensation and Incentive are different
2. Compensation is Result of Service Failure (facility or manpower) while
Incentive is Result of Performance Increased (Flight Frequency, Load
Factor, OTP, etc)
3. MoT PM 129 Year 2015 Chapter III Article 17 stated compensation as
mentioned in Article 8 point (i) is substitute to be given due to
unmatched Service Performance or Service Failure
4. Incentives (not applicable for DPS) as no clear statement per recent
update

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Current SLA draft – PT. Angkasa Pura I (DPS)
Part 1: General (Main Agreement)
AOC Suggest to establish Performance Matrix on each Service consist of below:
• Serviceability Percentage Clarity (Include Maintenance or based on Airport Operational Hours)
Example
Runway Serviceability 95% versus operational hours 19hrs/day (1,140mins/day) performance 1,083mins/day.
If Runway not available due to hole result runway suddenly closed for maintenance and some airlines affected (divert,
delay, etc) meaning runway not available for 57mins per day. The 95% is too easy to achieve.
• When Service Failure, Airlines Directly Affected and Airlines NOT Directly Affected, eligibility on All Airlines Basis or
Individual Airlines Basis.
Example
Check-in counter total in DPS : 96 units, however 3 units unserviceable. Performance requirement e.g 95% (from all
counter or per airlines basis). If All counter (Airport Operator shall provide minimum 91/92 units while 4/5 units can
be unserviceable which unfortunately Airlines ABC got shortage of 2 counter and Airlines DEF shortage 2 counters while
others not impact their operation.
• SLA Penalty (Compensation) applied to each individual airlines which directly affected
• Airlines delay due to attributed by operator aviobridge late positioning or aviobridge breakdown?
• BHS Failure due to System Problem (software or hardware) affecting delay to Airlines or Baggage Left Behind
• Measurement and Reporting Method (Between Each Airlines with Airport Operator) daily, weekly, monthly, quarterly or
based on report by individual airlines affected on service failure?

Matrix shall be created which mutually agreed between each party (Airlines and Airport Operator) 9
Current SLA draft – Part 2: Runway
1. Propose lighting serviceability to be 99.5% due safety

2. Better coordination with concerned parties for parking arrangement to avoid last minute gate change (even worse
when aircraft has landed)

3. Propose parking stand serviceability of 99% (incl. maintenance)

4. Currently parking surcharge is being charged to airline when the aircraft is on the ground more than 1 hour, but
before it was charged to airline after the aircraft being on the ground more than 2 hours. Currently the parking
surcharged is applied by hours.
For example:
 Delay time between 1 to 60 minutes will be charged 1 hour
 Delay time between for 61 to 120 minutes will be charged 2 hours
 Delay time between for 121 to 180 minutes will be charged 3 hours, etc.
Airlines with delay 1 min are same for delay 59mins. Suggest to change to a 2 hours turnaround time.
Surcharge shall be exempted when delay beyond of both parties control such as natural disaster, VVIP Movement, etc.

5. Turnaround timing shall be recorded using GMT time in which the clock shall be visible in the parking stand. Its often
found by the Airlines, the record are different between Airlines and AMC Team as result impact on surcharge
different.
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Current SLA draft – Part 3: Aviobridge
1. Aviobridge cleaning should be done after every flight since potential passenger soiling or
littering something during disembarking and or boarding.

2. Operator to be punctual and arrive 10 mins before slot time - 99.75% of the time

3. Aviobridge should be available 95% of the time and 98% serviceability

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Current SLA draft – Part 4: Counters

1. Proposed serviceability of 99.75% of time

2. Weighing scale calibration 2X per year and certificate per counter

3. Cleaning to be done minimum 3X a day before peak period

4. Check-in stanchions (Queue Line) and signage FIDS serviceability

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Current SLA draft – Part 5: BHS

1. Backup plan for quick solution in case baggage conveyor at check-in counter is unserviceable rather
than waiting for spare parts for several months

2. It mentioned 10mins response times is this for manpower response for manual handling or 10mins
trouble shooting?

3. Service failure resulting for flight delay / Baggage Left Behind attributable to BHS.

4. Its mentioned serviceability 98% during operational hours whether this include maintenance period
or not. Propose for 99% serviceability

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Current SLA draft – PT. Angkasa Pura I (DPS)
Moving Forward of the SLA:
• Fix and Agreed the Measurement Matrix
• Fix and Agreed on Reporting Procedures when such service failure experience
• Below General Matrix for all airlines or can be implemented per airlines basis by narrowing the data

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Benefits of SLA

1. Reduced delays for airlines = Less misconnections for passengers

2. Operational integrity = Increased utilization of facilities

3. Operational reliability = Less inconvenience for pax

4. Clarity of processes = Clear procedures for all stakeholders to solve the problem

5. Facilitate communication = Single framework that is agreed by all stakeholders

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