WELCOME

#IATA_IGHC
 Conference Opening
Marsha Rivera-Ragusa
Director Contracts, Procurement Ground Operations, British Airways
IGHC/GHC Chairman
 Tuesday Theme:
Enhanced Operations
 Ground Operations: Global and Standardized
Moderator
Simon Calder, Travel Correspondent (The Independent, Evening Standard &
i Newspaper), TV & Radio Journalist
Panelists
David Anderson, Head of Operational Safety, British Airways
Andrew Badham, Policy Lead - Aerodromes, UK Civil Aviation Authority
Tim Colehan, Assistant Director External Affairs, IATA
Matthias Huettner, Vice President Global Operations, Swissport,
IGOM Vice-Chairman
Bob Rogers, Senior Advisor, Products & IATA ULDOAG Member,
Nordisk Aviation
Global and Standardized
Tim Colehan
Assistant Director External Affairs
IATA
Unruly Passengers

6 #IATA_IGHC
7
Check-in

Text

Photo used with kind permission of Emirates

8 Photo courtesy of Emirates

Boarding gate

Photo used with kind permission of Emirates

Photo courtesy of Emirates

9
 Relevance to Ground Service Providers
(GSPs)
GSPs play a critical role in the prevention of incidents in flight
e.g. IGOM Chapter 1.4.11.2 Handling Unruly Passengers During Check-In or
Boarding Report to the supervisor any unruly passenger behavior you observe
at check-in, in the lounge, or at the boarding gate, and put baggage of such
passengers on standby.

There have also been incidents of physical violence, threats

and verbal harassment of GSP staff
Collection of ancillary revenues and enforcement of airline
policies can lead to challenging customer interactions
Investment in policies, training and procedures for dealing
with unruly pax will also deliver benefits for GSPs

10
Unruly passengers:
A comprehensive Approach
Core Principles on Unruly Passengers
Governments should urgently ratify new Montreal Protocol 2014
using ICAO Circular 288 as a guide to develop legislation

Governments should raise public awareness of consequences of

failure to follow crew instruction or unruly behaviour

Airlines should have policies in place for effective handling of unruly

pax as per Resolution798a

Airlines should develop training for ground and cabin crew that
focus on prevention and management including conflict de-escalation
techniques and responsible service of alcohol

Airlines should clearly communicate to passengers consequences

and sanctions of unruly behavior

Airport operators, airport concessionaires and security providers are

urged to engage with industry efforts by establishing procedures in
respect of unruly and disruptive behavior, reporting their relevant
observations about conduct on the ground
 Resources available to GSPs
IGOM
IATA Guidance on Unruly Passenger
Prevention & Management (2nd Edition)
Provides direction on how to prevent,
identify, diffuse and manage unruly
passenger behavior
Free to download: www.iata.org/policy
IATA Training courses available
www.iata.org/training/courses/Pages/unruly-
passenger-tscs16.aspx
 Conclusions
GSPs are critical to the prevention of unruly incidents on
board flights
GSPs should have in place policies and procedures
IATA guidance and support materials are available to
help implement or enhance policies and procedures
Working together we can tackle the issue and deliver a:
happier, safer work environment for ground staff & airline
crew
safer, more pleasant travel experience for all

14
Global & Standardized

#IATA_IGHC
 GSE Standardisation - the reason why!!!!!

David Anderson
Head of Operational safety, Risk and Compliance

16
CFIT Risk What did our industry do?

17
We mandated technology to engineer
out the risk.

18
Mid-air collision risk what did we do?

19
We mandated technology to engineer
out the risk!

20
What do we do to protect our OWN assets?

21
We use technology to engineer out the risk.

22
So why is it different for a $350m aircraft?

23
Technical solutions exist, yet our industry
accepts sub-standard solutions!

24
Or this !

25
Or this !

26
Or these !!!!!

27
Yet we could have these?

28
Or these - I could go on.

29
 The argument for minimum GSE
standards is compelling.

History tells us that even the best humans will make mistakes no matter
how well we train or reward them.
We have not ensured GSE standards have kept pace with technology.
With the increase in outsourcing we must take a more collaborative
approach to standard setting.
Buying bespoke safety enhancements is not efficient.
The cost of aircraft damage and the customer disruption impacts us all.
Every dollar we waste on damage is money our industry cant invest
elsewhere.

30
 We MUST Engineer out the risk.

We know we waste money every year on repairing aircraft that

have been damaged.
We know the technology exists to eliminate many of these
risks.
Believing we can train this risk away is madness.
Other parts of our industry have addressed these challenges.
Its now time for us to set a new standard for GSE.

31
Global & Standardized

#IATA_IGHC
Standardizing ULD best practices and
procedures
Bob Rogers
Facilitator IATA ULD Operational Advisory
Group

33
34
35
36
37
38
39
Global & Standardized

#IATA_IGHC
Global and Standardized
Andrew Badham
Policy Lead Aerodromes
UK Civil Aviation Authority
 Ground Operations
Regulatory Update
ICAO Ground Handling Task Force (GHTF)
EASA possible changes to the Basic Regulation
Work of the UK CAA
Current and possible future environments
Ground Handling regulation is coming!

42
ICAO Ground Handling Task Force
ICAO Aerodrome Panel set up the GHFT in April 2014.
1st meeting November 2014 attended by ICAO, IATA,
ACI, ASA, IBAC, Boeing, Airbus, UK CAA as
chairman. Very useful discussions on data, training, best
practice, safety audit processes.
Draft recommendations given to Aerodrome Design and
Operations Panel February 2015 and potentially affect
ICAO Annexes 6 Operation of Aircraft, Annex 14
Aerodromes, Annex 19 Safety Management

43
Draft recommendations
Inclusion of GHSP in ICAO Annex 19 as Specific
Aviation Service Providers requiring SMS.
Additional requirements in Annex 6 regarding reporting
of ground damage to flight crew.
Requirement for open reporting and safety culture in
GHSP and their staff.
Requirements on airlines and aerodromes for oversight
of third party contractors and operators airside.
Provision of detailed examples of SMS and ground
operations best practice ICAO circular.

44
EASA changes to the Basic Regulation
Following industry consultation on extending the BR
there was a majority of stakeholders in favour of
regulation for GHSPs.
Some concern from air operators
Suggestion that existing standards are enough
(IGOM/ISAGO)
A well measured approach not leading to a
certification requirement but making full use of
existing standards.

45
Work of the UK CAA
Safety data unit
Performance Based Regulation
Mandatory Occurrence Reports
ECCAIRS
GHOST www.caa.co.uk/GHOST
ICAO GHTF, input to EASA Basic Regulation changes
Development of a UK CAA position on GH regulation
CAP 642 Airside Safety Management revision/update

46
 Residual Risk Crown Overseas
Dependencies Territories
Unregulated/Ground Military International Civil
Handling: Key risks are Aviation
loading errors Organisation
unreported damage, Ground/Non CAA Regulatory Change Neighbouring
Regulated Management States & FABs
poor de-icing, fuel Foreign Accident
contamination Investigations

Airlines

Airports
Air Navigation
Foreign Airlines in
Service
Foreign Airlines in
UK: key risks Airborne
Providers Conflict and Runway
UK
Design &
Production Safety issues

Aircraft
Maintainance
UK Operators to Foreign
Destinations: key risks
Runway safety & Controlled
UK Airlines
Overseas Flight Into Terrain and
Training Airborne Conflict
Organisations
General Aviation UK CAA Risk
Capability
 MOR data shows the unregulated ground handling
sector accounts for 13% of reports (Jan 2010 Dec
2014)
Other sources of information from IATA, ACI, Boeing
and Airbus show similar global concerns.
Main areas of risk ground damage, de-icing, loading
Variable global Current situation?
standards Time pressure on
turnarounds GHSP competition
High staff turnover
minimal training Airline pressure to
reduce costs Industry
Just culture? Consolidation

Seasonal
operation Variable degree of
Hazardous work Variable equipment Airport
environment standards regulation

49
Common ICAO/EASA Future situation?
regulations
Competition still exists but works to
agreed service levels of safety
Minimum training
standards set Reduced numbers of
safety incidents
Open reporting culture

Less hazardous
work environment Agreed set of airport
standards

50
GHSP regulation is coming!
ICAO, EASA and a number of States are developing GH
regulations.
The current situation is not sustainable in terms of safety
occurrences.
Industry has the opportunity to work with regulators to
develop requirements.
What are the implications for States, Air Operators,
GHSP and Aerodromes?
More of the same will not work, we need something
different

51
 What sort of regulation
would make a difference?

52
Global & Standardized

#IATA_IGHC
Global and Standardized
Matthias Huettner
Vice President Global Operations
Swissport
IGOM Vice-Chairman
 IGOM: Ready for Implementation
5 years of work have been put into IGOM
29 Airlines, 12 GSPs, 2 Aircraft Manufacturers
currently active in taskforce

55
 BMA IGOM Implementation
Dec 2014 - IATA Board of Governors Meeting:
IGOM implementation has officially become a
Board Monitored Activity (BMA)

IGOM Implementation - 35% of member

airlines to complete gap analysis or start to
implement IGOM as their minimum standard for
ground operations by end of 2015

56
 Implications for Swissport as GSP
IGOM has become THE standard
Standardization, thus simplification, improves safety and
increases efficiency & effectiveness
Swissport actively seeking sign-off of procedures /
training by airlines

Swissport believes in collaboration and is active (besides

others) in the airside safety group, IGOM taskforce,
GSEE taskforce & AGSA taskforce

57
Global & Standardized

#IATA_IGHC
Networking Break
Plenary Session Stream

Enhanced Operations

#IATA_IGHC
 Dont Let an Accident Ground You
Moderator
Marsha Rivera-Ragusa, Director Contracts, Procurement Ground Operations,
British Airways, IGHC/GHC Chairman
Panelists
Stewart Angus, Divisional SVP - International Airport Operations & Associated
Companies, dnata
John DeGiovanni, Managing Director of Quality Assurance, Regulatory
Compliance and Safety, United Airlines

Christophe Schwyzer, Regional Manager and Member of the Prevention

Board of SUVA, SUVA Basel
Dont Let an Accident Ground You
John DeGiovanni
Managing Director of Quality Assurance,
Regulatory Compliance and Safety
United Airlines
Impact of Injuries:
How to Avoid
Presented by
John DeGiovanni
April, 2015
Injuries Are A Pain
Sea-Tac Ramp Agent Paralyzed In Accident

Predictable

Behavior Driven

Impact Others

Preventable

Source: The News Tribune (Tacoma, Wash.)

Lets Send People Home SAFE!

 Promotion of SMS
Injury Centric
1. Policy 2. Risk
Leadership alignment Lifting
How we operate Tripping
Accountability Vehicle Accident

Risk Matrix

Probability
First Aid
Back Injury

Vehicle
Shoulder Ejection
Injury

Severity
Data Action Teams
Peer to Peer feedback Training
LOSA Safety Focused Pre-Task briefings
3. Assurance 4. Promotion

All 4 Components interrelate

 Icebergs & Injuries Are Bigger Than You Think

Transactional Costs

HR Operating Division

Finance Medical

Workers Comp Security

Legal Employee Assistance

Communication Records

Safety Government Affairs

Behaviors to Address

66% Strains - 20% Falls - 10% Hit or Struck

 Human Factors Preventing Injuries
Excellence Program
Corp Standard

Self Management
Safety Action
Threat & Error
Program
Management
LOSA
Performance

Lessons Learned
Communications Accountability
Transparency Individual
Peer
Manager

Risk Assessment
Corrective Actions
Investigations
Trends
68
 Threat and Error Management (TEM)

Purpose: Human factors for line personnel to recognize hazards and take appropriate action

Threat - Any condition that increases Error - The result of threats that are
the complexity of the operation mismanaged or ignored.

94% of ALL
injuries are
human factors

69
Visualization of Injuries
 We Need Air Travel To Be The
Safest Industry To Work In!

Social, Moral & Legal Obligation

Doing the Right Thing

Safest Mode of Transportation

Fatality Rates by Mode of Transportation

Air Travel - .003 per million passengers
Train - .06 per million passengers
Car - .61 per million passengers
 Dont Let an Accident Ground You
Christophe Schwyzer
Regional Manager and Member of the Prevention Board of SUVA
SUVA Basel
Accident insurance and prevention -
the Swiss approach

Seite 73
Agenda

Introduction

Accident insurance in Switzerland

Suva more than an insurance

Prevention our approaches

Seite 74
"Health is not everything, but without
health everything is nothing."
Arthur Schopenhauer

Seite 75
Agenda

Introduction

Accident insurance in Switzerland

Suva more than an insurance

Prevention our approaches

Seite 76
An accident

An accident can hit each

and everyone of us.

Grave accidents are

serious incidents with far-
reaching professional and
personal consequences.

The costs of accidents are

substantial for individuals,
companies and the
economy as a whole.

Seite 77
The Swiss Federal Act on Accident
Insurance
Accident insurance is compulsory for the entire working
population
Banks
Construction
Insurance

The act defines the insured Airline

persons, the insured cases,

the insurance benefits,
the financial contributions Other
services Other
industries

Different risk management for

industries with risky activities of the workforce (e.g.
construction) and
industries with less risky activities (e.g. banks, insurance)
of the workforce

Seite 78
Agenda

Introduction

Accident insurance in Switzerland

Suva more than an insurance

Prevention our approaches

Seite 79
At a glance

Suva is a public institution managed by the social partners.

Profits are given back to insured companies in form of
lower premiums.

Over half of the Swiss working population (around 2m

insurees) are insured within Suva against the
consequences of accidents and occupational diseases.

Headquarters in Lucerne, 4000 employees, 2 rehabilitation

clinics.

Suva is more than just an insurance it combines

insurance, prevention and rehabilitation.

Seite 80
Agenda

Introduction

Accident insurance in Switzerland

Suva more than an insurance

Prevention our approaches

Seite 81
Motivation for prevention

Motivated employees with

Ethical safe and healthy
Economic moral
workplaces
Reduction of the costs
Reduction of downtime
Costs / Industrial safety
Operational
disruptions and
Health protection
Sorrow /
Pain
Higher productivity, better
quality
Better image as a model
and secure company
Fulfillment of legal
Legal
Responsibility / penalty liabilities

Seite 82
Economic motivation
Incident costs
Direct costs Indirect costs

Insurance Loss of time Loss of production

Medical expenses Injured person Defective work
Daily allowances Staff Members Disorders
Pensions Supervisor

Company Property damage Financial implications

Wage compensation Machinery Penalty
Qualifying period Buildings Expert costs
Dues

Seite 83
The most important prevention tools

Communication/
e.g. TV commercials, campaigns
Raising awareness

e.g. training offers, checklists,

Training/Education projects with clients

Enforcement/
e.g. workplace inspections
Inspection

Seite 84
Example 1: Vision 250 lives
Electricity
Trainees
31 28
Stackers 32
229
Falls
Ladders
37
Vital rules

38 98
Forestry
work
48 Maintenance
55
51
Scaffolding
Use of cranes
Tripping

Suva aims to reduce 250 mortal accidents in ten years

Seite 85
 Example 3: Slips and trips prevention @
SWISS
Most common reason for accidents at
work (30%) and during leisure time
(20%).

Awareness campaign in 2014 with

roadshows, leaflets, articles in staff
magazine and competition (photo
safari).

slips and trips workshop in recurrent

training for all flight attendants.

Slips and trips session at welcome

day for newcomers.

86 IGHC Istanbul April 2015 Seite 86

"Health is not everything, but without
health everything is nothing."
Arthur Schopenhauer

Thank you for your attention!

Seite 87
Dont Let an Accident Ground You
Stewart Angus
Divisional SVP - International Airport Operations
& Associated Companies
dnata
Safety : A journey of transformation
What did we do ?

A clear vision : Your Safety is our top priority. No compromise.

Engaged a third party safety consultant (BST)

Five Year Programme

12 Safety Icons

Investment of US$ 15 million

dnatas One Safety programme
Cultural Change can only begin at Leadership level

Leadership

Managers

First Line
Supervisors

Ramp Staff
Three difficult questions..

1. How good are our first line supervisors ?

One dnatas Safety Leadership Training

Every Supervisor (2,500 staff)

5 days Classroom Training

On the job coaching

360 Feedback & Coaching

Another difficult question..

2. Can we create a safe culture with the

staff profile of a ground handler ?
One dnatas safety training for all employees

Entire work force

10 days training

Focus on - 10 at risk activities

- barrier identification & removal

- behaviours & communication

Peer-to-peer training

42,000 Safety observations in 2014

Honesty & personal engagement

Another difficult question

3. Is there a conflict between Safety

and OTP ?
The results so far.

Over 50% reduction in both aircraft damage & personal

injuries

Huge impact on staff engagement, communication &

transparency

Very positive response from airline customers

 Dont Let an Accident Ground You
Moderator
Marsha Rivera-Ragusa, Director Contracts, Procurement Ground Operations,
British Airways, IGHC/GHC Chairman
Panelists
Stewart Angus, Divisional SVP - International Airport Operations & Associated
Companies, dnata
John DeGiovanni, Managing Director of Quality Assurance, Regulatory
Compliance and Safety, United Airlines

Christophe Schwyzer, Regional Manager and Member of the Prevention

Board of SUVA, SUVA Basel
 Cargo: A Focus from the
Customer Through the Facility
Moderator
David Ambridge, General Manager-Cargo, Bangkok Flight Services
Panelists
Christian Bergfelder, Director Network Airside - Europe, DHL,
AGSA Chairman
Axel Klein, Senior Manager, Customers & Authorities, Lufthansa Cargo
Andre Majeres, Manager, Cargo & Mail Operations and Standards, IATA
Update from the COAG

IATA Cargo Operations

Advisory Group
 What is the Cargo Operations Advisory Group?
(COAG)
Industry Experts in Cargo Operations
Currently 14 members (8 Airlines, 6 GHAs)
(3 vacant positions)
Invited Experts (as necessary)

Reports to Cargo Committee &

IATA Ground Handling Council

103
 COAGs Membership :
Air Canada Vronique Darche Manager, GHA Vendor Management

Air France David Smith Cargo Process and Standardization Manager

DHL Christian Bergfelder Director Network Airside Europe

Etihad Alan Wright Cargo Handling Manager - Safety & Security

Emirates P. Balasubramanian Manager Cargo Global Operations Services

Finnair Jussi Mattila Head of Compliance and Procurement

Senior Manager Handling Competence Customs &
Lufthansa Axel Klein Authorities

Dnata Paul Coventry Head of International Cargo Operations

LUG Cargo Nina Hampel Manager Sales and Customer Service

Swissport Rupert Batstone V.P Operations Support

BFS David Ambridge Director Cargo Operations

104
 What is the mission of the COAG?
The objectives of the COAG are to provide recommendations:
On industry standards and best practices for the acceptance,
handling and uplift of cargo, including mail.

On necessary amendments to the content of the Airport Handling

Manual (AHM), the IATA Ground Operations Manual (IGOM) and the
applicable ISAGO standards, as well as IATA Training & Development
Institute and training programs that support these activities.

On operational processes and procedures on handling of special

cargo shipments such as dangerous goods, perishables, time and
temperature sensitive shipments, etc.

105
 COAGs Update
Recommended Service Level Agreement (SLA)
The Facility Capabilities Matrix
eAWB promotion
Standardization (load plan)
Documents and messages
IGOM implementation and alignment with ISAGO
Optimization of the supply chain

106
 COAGs Update
Recommended Service Level Agreement (SLA)

107
108
SLA as is.

109
.SLA to be

110
 COAGs Update
The Facility Capabilities Matrix

111
112
113
 COAGs Update
eAWB promotion

114
 Single Process

115
 COAGs Update
Standardization (load plan)

116
117
 COAGs Update

The Cargo Operations Advisory Group is also

looking at other documents that need to be
enhanced for simplifying and standardizing the
business.

118
 COAGs Update
Unit Load Device (ULD) Tags and Cards
(With the IATA ULD Panel)

Multiple Airlines = 1 Standardized Pallet Tag

119
NOTOC (Notification To Captain)

120
 COAGs Update

And messaging like the NOTOC Message (NTM)

(With the XMLTF, DGB and LCAM)

121
 NTM

122
 COAGs Update

.And the Unit Load Device/Bulk Weight

Statement (UWS)

123
 UWS

124
 COAGs Update
IGOM implementation and alignment with ISAGO

125
126
 COAGs Update
Optimization of the supply chain: 3 Global GHAs
started to measure the following milestones

127
 Ready for Carriage to Scheduled Time of Departure

128
 Ready for Carriage to Scheduled Time of Departure

Hours from RCS to STD

30
25.8
25

20 19

15 13.7

10.3 Hours from RCS to STD

10 8
6.3
5.1
4.1
5 3.3
2.3
1.6
0
0

129
 Actual Time of Arrival to Received from Flight

130
 Actual Time of Arrival to Received from Flight
Minutes from ATA to RCF
300
262

250

200
166

150
123
104 Minutes from ATA to RCF
90 96
100 80
73
64
54
43
50

0
0

131
 Actual Time of Arrival to Delivery

132
 Actual Time of Arrival to Delivery
Days from ATA to DLV
100 92.8
90

80

70

60

50

40 Days from ATA to DLV

30

20 15
8.3 9.4 11.3
7.1
10 3 4.7
0.2 0.2 0.4 0.6 0.8 1.1 1.4 2.1
0
0

133
 Consolidated measurements (on week-ends)
There is a need to reduce the end to end cycle time in the Air Cargo Supply Chain.
- Improved and optimized process steps/interfaces
- Majority of lost time is due to delayed pick up of freight at destination
- Congestion and capacity constraints of transit warehouse space
- Financial cost of product inventory stored at airports
Origin Freight Destination Freight
Forwarder Carrier Forwarder
Origin GHA Destination GHA

Milestones RCS ATD ATA NFD DLV

17.5 hours 8.6 hours 40 hours

Average elapsed
time

134
135
 Thank you
For more information
Visit our website
www.iata.org/cargo

Subscribe to Cargo Tracker

www.iata.org/optin

Follow us on Twitter
http://twitter.com/iata
Plenary Session Stream

Enhanced Operations

#IATA_IGHC
 Time Workshop Room
13:45 15:15 Afternoon ActivitiesMeeting Room 22
SGHA 2013
13:45 15:15 How to Implement IGOM Ballroom 1 & 2
15:45 17:30 Quality & Safety in One Click Meeting Room 21

15:45 17:30 Improving Passenger Experience Meeting Room 22

15:45 - 17:30 IGOM One on One Sessions Ballroom 1 & 2

Gala Networking Event

First buses will leave promptly at 6:30
Please arrive at 6:15 to begin boarding.
Last buses will leave promptly at 6:50.
For further details please consult the event app.
DAY CLOSING

#IATA_IGHC
Networking Lunch
HOW TO IMPLEMENT IGOM

#IATA_IGHC
 IGOM Workshop
Speakers
Max Corsi, Airport Operations & Safety, Air Transat IGOM
Chairman
Matthias Huettner, Vice President Global Operations,
Swissport IGOM Vice-Chairman
Joseph Suidan, Head of Ground Operations, IATA

Massimo Cicetti, Ground Operations Standards Manager IATA

142
WELCOME
Introduction by
Joseph Suidan

143
 Agenda
Regulatory Overview

Evolution of the IGOM

IGOM Implementation Strategy

Next steps for IGOM

Practical

144
Regulatory Overview

#IATA_IGHC
 Regulatory Overview
Ground handling is NOT regulated !

Some States mandate airlines for oversight of

ground operations

ICAO initiative underway

146
Regulatory and Industry Support
ECAC endorsement

ICAO cooperation underway

ACI

147
 What is
IGOM?

148
What is IGOM?
Definition

IATA Ground Operational Manual:

The Single industry manual

Able to form the Core of airline and service provider Ground

Operations Manuals

Yet able to stand on its own as a default GOM when necessary

149
What is IGOM?
Relation between IGOM & AHM

AHM: What to do
Policies, standards and safety guideline for Managers

IGOM: How to do it
Procedures, instructions, step by step for the frontline
personnel

150
IGOM
Objectives

Global standardization and consistency of service while

maintaining a minimum level of safety

Best industry practices, against which ISAGO can audit

153
IGOM Scope

Core procedure manual for

safe ground operations

Procedures, instructions and

tasks for the frontline
personnel

154
IGOM Content
Passenger Aircraft
Handling Handling

Baggage Load
Handling Control

Cargo Airside
Handling Supervision
& Safety
Aircraft De-Anti Icing possible expansion

155
IGOM
Evolution

156
IGOM - Why did we start?

157
Multiple Ground Operations Manuals

158
Different Ground Operator's
Practices for Same Type of
Aircraft

159
Goal Standardized
Procedures to
Handle Aircraft

Standardized
Procedures to
Fly Aircraft
160
Development of IGOM

161
IGOM Background
IGOM Task Force established to develop IATA Ground
Operations Manual in 2010

Participants
IGHC members (Airlines & Ground Service Providers)
Strategic Partners (Aircraft Manufacturers)
Authorities as observers

162
First Edition - 2011
Initial manual authoring required the extraction of best
practices from industry

Over 30 airlines shared their GOMs to be used in initial

draft

163
IGOM Background

IGOM Ed. 1 was released as of April 2012

Outlines the generic procedures for most of the
ground handling processes

Sent to all purchasers of AHM Ed. 32 as a supplement

164
IGOM Development
2012 - 2014
AHM/IGOM Gap analysis completed

Eliminating overlaps and differences

Process for IGOM state variations included

IGOM content further developed

2015
IGOM mature and ready for implementation

165
Current IGOM Taskforce

166
Current IGOM Taskforce

167
IGOM Task Force
29 Airlines
12 Ground Service Providers
2 Aircraft Manufacturers
Authorities as observers

Other contributing groups:

PASSENGER - BAGGAGE
COAG - ULDP
LCAM

168
IGOM Task Force
TF meets 2 x year to :
1. Propose changes to the contents of IGOM
2. Go over change requests submitted to the TF

3. Discuss, vote upon and approve / reject on

changes

169
Implementation Plan
IATA Board Monitored Activities 2015
35% Member Airlines to:

Complete Gap Analysis

Or

Start to Implement IGOM

171
2015 Achievement

Initiated by IGOM Task Force

Endorsed by Ground Handling Council (GHC)

Recommended by Operational Committee (OPC)

to IATA Board of Governors (BoG)

172
Strategy Pillars
IGOM content development

Exploring alternative IGOM publishing methods

IGOM awareness campaign

IGOM embedded into IOSA, ISAGO and GDDB

173
Goals

IGOMs worldwide acceptance as a core set of ground

operations procedures

Continued IGOM adoption by industry and all IATA

airlines

174
IGOM Campaign
Seminars & Workshops to be conducted in all IATA regions

Location Region Seminar Workshop

Dates Dates
London EUROPE 02 Mar. 2015 05-06 Mar 2015
(Gatwick)
Singapore ASPAC 23 Mar 2015 24-25 Mar 2015
Sao Paulo LATAM 25 May 2015 26-26 May 2015
Amman MENA 27 May 2015 28-29 May 2015
Beijing China& N Asia 22 July 2015 23-24 July 2015

175
IGOM Production
IGOM Distribution near term
Distribute IGOM independently of AHM (Q4 2015)
CD-ROM; Print; Web Download

IGOM Distribution mid-long term

Content to be embedded into cloud
Ability to distribute controlled documentation
Ability to track updates by location
Integrate with other content, e.g. Airline / GSP GOMs

177
178
IGOM Integration

#IATA_IGHC
 IATA Integrated Solution for Ground Operations
Airport Handling Manual IATA Ground Operations Manual
Regulatory Environment and Framework Operational Procedures
Standards Procedures
Polices Job cards

AHM IGOM

Ground Damage ISAGO

Data Base
GDDB IATA Safety Audit
Ground Operations
Hazard Identification
Verification
Data analysis
Audit
Feedback

180
IGOM-IOSA-ISAGO
IGOM is included as a reference in the Guidance Material
applicable to all IOSA and ISAGO standards and
recommended practices for:
ISM (IOSA Standard Manual) Ed.8
and;
GOSM (ISAGO Standard Manual) Ed.3

182
IGOM-IOSA-ISAGO
IGOM is a Recommended Practice for:

ISM (IOSA Standard Manual) Ed.9 (Eff Sep 2015)

and;
GOSM (ISAGO Standard Manual) Ed.3

183
 IGOM
Implementation

#IATA_IGHC
How is IGOM Implemented?
For an airline to be able to demonstrate full compliance
with the IGOM procedures, one of the following criteria
should be met:
1. IGOM is adopted as a company GOM (Ground Operations Manual),
supported by either:
a. A documented policy in the airline manual (or other controlled
document) describing the adoption of IGOM, or
b. Letter confirming that IGOM has been adopted/implemented -
signed by the CEO, the ground operations post-holder or
equivalent executive authority of the company

185
How is IGOM Implemented?
For an airline to be able to demonstrate full compliance
with the IGOM procedures, one of the following criteria
should be met:

2. IGOM procedures are incorporated in the airline GOM, supported by a

gap analysis conducted between the airline GOM and IGOM,
Or
A cross-reference table demonstrating that the airlines internal procedures
cover all the IGOM provisions

186
How is IGOM Implemented?
IGOM Task Force members report
that implementing IGOM typically
takes between 45 to 60 days to
accomplish.

187
Example 1: Accepted Company Restriction
The companys requirement exceeds the IGOM requirement

Company procedure requires 5 cones at all times

Tail cone is not optional
IGOM procedure requires 4 cones Nose cone is applicable as per IGOM procedure.
Nose and tail cones are optional if aircraft is Restriction introduced as a result of damage investigation and risk
adjacent to a service road analysis

188
Example 2: Unacceptable Company Variation
The company requirement does not meet the IGOM requirement

Company procedures require 4

cones placed in front of engines and
IGOM procedure requires 4 cones tail/nose.

Nose and tail are optional if aircraft is Wing Tip Cones are Missing
adjacent to a service road

189
Open Discussion Q&A

You are welcome to

join igom@iata.org

190
Networking Break
 IGOM One on One Sessions
Facilitator
Massimo Cicetti, Manager Ground Operation Standards, IATA
Panelists
Max Corsi, Manager Airport Operations and Safety Chief, Air Transat,
IGOM Chairman
Matthias Huettner, Vice President Global Operations, Swissport,
IGOM Vice-Chairman
Sharif Hassan, Manager Quality, Safety, Security, ASE Egypt,
ASG Vice-Chairman
Massimilano Battista, Post Holder Ground, Alitalia Cityliner, Alitalia
Maurizio Anichini, Director Safety & Quality Assurance, Bangkok Flight Services