Dear Handling Agent,tenders.airindia.in/uploads/AI Tender YYZ 2019_0... · Web view1.7.1 Safe operations o f flights greatly depend on the quality of service at the Ramp. The Ramp

AIR INDIA LIMITED - HQ

Tender for Passenger Handling, Ramp Handling, Flight Operations, Cabin Cleaning & Cargo Warehouse Services at Toronto Pearson International Airport (YYZ), Toronto, Canada

Tender no. GH/COMP/YYZ/2019/011

TENDER DOCUMENT

Dear Sir,

Sub: Comprehensive Ground Handling Services comprising of Passenger Handling, Ramp Handling, Flight Operations, Cabin Cleaning & Cargo Warehouse Services at Toronto Pearson International Airport (YYZ), Toronto, Canada

1. Air India Limited (AI), solely at its discretion, desires to award Contract for availing “Comprehensive Ground Handling Services” comprising of Passenger Handling, Ramp Handling, Flight Operations, Cabin Cleaning & Cargo Warehouse Services for Air India flights at Toronto Pearson International Airport (YYZ). Air India invites handling companies authorized by the local Aviation regulator and the Greater Toronto Airports Authority (GTAA) to submit offers in the format provided for handling Air India flights at YYZ.

2. Handling Companies meeting following criteria will be eligible to participate in the tender process and submit their offers in the format provided.

(i) Handling Company must have experience of providing Passenger handling, Ramp handling services including Flight Operations services to scheduled commercial airlines operating Narrow Body as well as Wide Body Aircrafts for international flights at Toronto Pearson International Airport.

(ii) The handling company must have requisite permissions from local civil aviation regulator, security regulator and GTAA to provide above services at Toronto.

(iii) Handling Company must have provided the Comprehensive Ground Handling services as above to a minimum of 400 flights during last one year, which must include at least 150 wide body flights at YYZ.

3. Please note that the offer must be on comprehensive basis, for providing service listed herein directly or by way of subcontracting as per Article 3 of Main Agreement of IATA SGHA 2013.

4. Bids are invited under two bid system i.e. Technical bid and Commercial bid. It is requested that the 'Sealed Offer' must be submitted on or before 12th July’ 19upto 1700 hrs at the address given below:

Air India Ltd.10600 West Higgins Road,Suite 500Rosemont, Illinois 60018, ChicagoPh: 312-782-8761 Ext. 1010Email: [email protected]

Offers in sealed envelope submitted after the last date and/or with incomplete responses are liable to be rejected. For further details and for downloading of Tender documents, please visit Air India Website: http://www.airindia.in/Clarifications/corrigendum (if any), shall be hosted only on ‘Air India’ website and no separate intimation for amendment / extension of due date, shall be sent to the bidders. Prospective bidders should keep visiting ‘Air India’ website, till close of the tender.

Acknowledgement and acceptance by Handling company - Handler’s Initials/Stamp……..Page 1 of 55

http://www.airindia.in/

mailto:[email protected]




5. Procedure for Submission of Offers:

(a) Master Envelope : (Containing Envelope ‘1’-Technical Bid & Envelope ‘2’-Commercial Bid) It may please be noted that, both the offers (Technical offer and Commercial offer) must be put in separate sealed envelopes. Each envelope (including master envelope) must clearly super-scribe the following:

● Tender No.

● Name, Phone no. and email ID of the Handling Company contact person.

● Technical Bid or Commercial Bid. The two envelopes be placed in the Master Envelope and be dispatched before the last date.

(b) Envelope – 1 : Service Requirement and Technical offer – (including Annex-I, II, III , IVA & IVB) This envelope will contain structure of company and capability to provide offered handling service at Toronto Pearson International Airport. Handling Company’s response must reply each point mentioned in Annex III. Annex-I, II, III and IVA & IVB is to be signed and /or stamped and acknowledgment of acceptance of terms of these Annexures strictly as per format of this Tender document. Air India reserves the right to reject the bids which do not meet the requirements and experience or do not provide information in desired format or add the Commercial Offer in “Technical Bid envelope”. The check list (attached) to confirm furnishing of required information in the prescribed format must be submitted with the Technical offer.Technical offer must include following annexures with complete information and duly signed / stamped:

Document Content

Annex-I Services Requirement, Resource Deployment, time lines, terms and conditions.

Annex-II Service Level Agreement(SLA)Annex-III Handling Company Profile and Terms of technical evaluationAnnex-IVA & IVB

Integrity Pact Guidelines & Integrity Pact

Other Document in support of Authorization/permits/ Turnover / Experience

“No Rates are to be Quoted or Indicated on any of the documents in the Envelope of Technical Offer & Annexures”

(c) Envelope – 2: “ Commercial Offer ” (Annex-V) Quotation- ‘Annex-V’ meeting the requirements of Annex I and II be submitted in this envelope. The commercial offer should be submitted by responding against each para of Annex-V.

6. Responses received after the due date and incomplete responses are liable to be disqualified. Air India reserves the right to accept or reject any bids and/or cancel the tender process at its own discretion. Offers indicating rate(s) in the Technical Bid or Commercial offer received in the Technical Bid Envelope (Envelope – 1) is liable to be rejected. Air India reserves the right to withdraw the complete Tender process




Tender no. GH/COMP/YYZ/2019/011at any stage without assigning any reasons thereof.

7. Resource and services required has been listed in the document, which are required for AI flight operations at YYZ. No changes must be made in the resource requirements and timelines unless they are in variance to airport infrastructure or airport standard or local procedures. Such constraints must be informed prior to submission of bid on email of contact person. In case of any amendments in tender document or requirements, the same will be informed through our AI’s website on our tender portal. Therefore you must keep visiting the website regularly.

8. Bid Opening process:

(i) Initially, the technical offers (Envelope-1) will be opened on 15th July 2019 at 10:00hrs LT at Toronto. The parties interested to witness opening of Technical offers may send their representatives for the same. The venue for opening of commercial bid will be intimated later.

(ii) The venue, date and time of opening of commercial offers will be informed after physical inspection of the facilities of parties who meet the tender technical requirements. Handling Company is required to make arrangement for requisite Airport Entry Passes for the Air India team, for inspection of the facilities of GHA.

(iii) Air India, for seeking any clarifications, will communicate at the contact no. and email ID indicated on the top of the envelopes by the interested parties.

(iv) For any clarifications regarding this tender, please contact Air India as per details mentioned below.

Mr. Manoj Kumar KakarGM-GH, Ground Handling HQ.Tel: +91 11 23422162, 23422144Mobile: +91 9911187366Email: [email protected]

Mr. Sandeep Roy Choudhury,Dy. General Manager, Commercial, HQTel: +91 11 23421663Mobil: +91 9650047149Email:[email protected]

Regards,

MANOJ KUMAR KAKARGENERAL MANAGER - GH

AIR INDIA LTD.





Tender no. GH/COMP/YYZ/2019/011Proposed Air India Flight Schedule at YYZ, Toronto

Days Flight No. Aircraft Dep Stn. Arr. Stn. Dep. Time Arr. Time Block Time1.3.5.. AI 187 B777 DEL YYZ 3:00 8:45 15:151.3.5.. AI 188 B777 YYZ YYZ 11:45 12:30 15:15

Diversionary Airport of Toronto (YYZ) – ABUF (BUF)

NOTE:i) The Proposed Flight Schedule for YYZ given above is subject to change & intimation of the

same will be provided with reasonable Notice. AI flights will operate from Toronto Pearson International Airport.

ii) Any changes in schedule with reasonable notice will not be a ground for seeking any price escalation by Handling Agent.

iii) A/C configuration: (Subject to change)

Note: Aircraft type and configuration - subject to change.

(iv) Approximate Carriage of Cargo/Mail/Courier/COMAT to be handled per flight:

Export 10 Tons

Import 10 Tons

Bidder may note that the above carriage is approximate and may vary. No change in terms of the

agreement including the handling & other charges is acceptable in case the carriage varies from above figures.


Aircraft type Passengers ULD ConfigurationF J Y Total Pallets AKE

B 777-300ER 04 35 303 342 06 24

B 777-200LR 08 35 195 238 04 18

B-787-800 - 18 238 256 04 18




Check List for Submission of Technical Offer

Check List below to be submitted with Technical offer to confirm that the offer submitted complies to following:

Sr. No. Requirements. Check Box

TECHNICAL BID – Envelope - 1 1 Handling Company Profile as per Annex-III.2 Relevant documents to establish eligibility (eg. Authorization from Airport operator,

approval of local regulatory bodies including Civil Aviation Authority, Experience and qualification of personnel etc.)

3 Acceptance of all paragraphs, services, terms & conditions as per Annex-I4 Acceptance of standard termination clause as per IATA SGHA 2013.(Refer Para 8 of

Annex I.)5 Lead time for commencement of services.6 Acceptance of SLA as in Annex II.7 No price quote in Annex-I or in any annex of technical bid.8 Letter from Company authorizing person to sign all the Offer Documents.9 Integrity Pact as in Annex IVB, duly signed and stamped by authorized person of the

Handling Company, is submitted in the Technical Bid Envelope.10 Envelope-I clearly indicating a)‘Technical Offer for Comprehensive Ground Handling

Services’ to Air India Flights at YYZ, b) the name of Handling Company and c) contact person for this tender (name, email & phone numbers). Technical offer envelope is separately sealed.

11 All the documents and quotation have been signed and stamped by the person authorized by Handling Company

COMMERCIAL OFFER1 Rates quoted in Para 1 of Annex V are as per the format.2 Please take note of clarification regarding calculation of Lowest offer, in the

commercial offer format.3 Commercial offer envelope is separately sealed.4 Envelope clearly indicating ‘Commercial Offer for Comprehensive Ground Handling

Services’ to Air India Flights in YYZ and the name of Handling Company.5 Please confirm that Offer remains valid for 6 months from Tender hosting date.




Tender no. GH/COMP/YYZ/2019/011ANNEX - I

Services Requirement, Resource Deployment, Time Lines, Terms and Conditions.

IMPORTANT NOTE: PLEASE DO NOT QUOTE PRICE IN RESPONSE TO THIS ANNEXURE.

PARAGRAPH 1 - HANDLING SERVICES AS PER ANNEX-A OF SGHA 2013

1.1 For a single ground handling consisting of the arrival and the subsequent departure at agreed timings of the same aircraft, the Handling Company shall provide the following services in accordance with IATA AHM.

Section Service Description

Section 1: Management Functions (In consultation with AI Manager)

1.1 Representation

1.1.2 Liaise with local authorities. (Immigration, customs, security, airport operator etc.)1.1.3 Indicate that the Handling Company is acting as handling agent for the Carrier.1.1.4 Inform all interested Parties concerning schedules of the Carrier’s aircraft.

1.2 Administrative Functions

1.2.1 Establish and maintain local procedures.1.2.2Take action on communications addressed to the Carrier.1.2.3 Prepare, forward, file and retain for a period for 180 days, messages/reports/statistics/documents and perform other administrative duties in the following areas. (a) station administration (b) passenger services (c) ramp services(d) load control (e) flight operations (f) cargo services (g) mail services (h) support services – (as per carrier’s instructions) (k) ULD inventory1.2.4Maintain the Carrier’s manuals, circulars, and other operational documents to be followed with the performance of the services to be covered under this Agreement. Carrier may provide access to its DMS system for viewing to these manuals.1.2.5 (a) Check (c) ForwardOn behalf of the Carrier items including , but not limited to, invoices, supply orders, handling charge notes, work orders1.2.6Effect payment, on behalf of the Carrier as per instructions from Air India Local Manager, including but not limited to: (b) out-of-pocket expenses, accommodation, transport (as and when required)

1.3 Supervision and/or Co-ordination

1.3.1(b) Co-ordinate - services contracted by the Carrier with third party(ies) and provide feedback to Air India Manager.1.3.2 Provide Turnaround Coordinator (TRC) (One point of contact Officer to




Tender no. GH/COMP/YYZ/2019/011Section Service Description

1.4

liaison with AI’s Airport Manager.)1.3.3 Ensure that the third party(ies) is(are) informed about operational data and Carrier’s requirements in a timely manner.1.3.4 Liaise with the Carrier’s designated representative1.3.5 Verify availability and preparedness of personnel, equipment, Loads, documentation of third party(ies)1.3.6 Meet aircraft upon arrival and liaise with crew.1.3.8 Verify dispatch of operational messages.1.3.9 Note irregularities and inform the Carrier.

Station Management1.4.1 Provide representative on behalf of the Carrier to act (b) non-exclusively1.4.2 The Handling Company is authorized to represent the Carrier’s interest with regard to resolving governmental and local authorities matters (as per instructions of AI representative).1.4.3 Attend local airport meetings on behalf of the Carrier(a) report to the Carrier results/contents of the meetings1.4.4 The Handling Company will be authorized to (a) solicit (b) negotiateServices on behalf of the Carrier, with expenditure/commitment limit to be specified in Annex B(1) airport lounges(2) baggage delivery services1.4.5 Negotiate and secure slot(s) and airport facilities, as available, on behalf of the Carrier1.4.7 Perform and report quality / performance measurements1.4.8 Handle the contents of Carrier’s company mail pouches

Note: 1.2.3 Administrative duties shall be as per instructions by the carrier.1.2.4 Maintain relevant, current and updated manuals for all their services in their office for reference any time.1.4.4 (as per instructions of AI representative)Section 2: Passenger Services

2.1 General

Continuity should be maintained with regards to staff/agents/officers serving Air India flights.

The staff must be well groomed smartly dressed, wear readable name Badges. Only the staff, trained for Air India process to be provided for flight handling as per resource requirement.

A service agent should not be given simultaneous duty allocations, on different flights.

Courteous and efficient service with a smile is most important parameter for





quality of service to the Passenger.

2.1.1 Inform passengers and/or public about time of arrival and/or departure of Carrier’s aircraft and surface transport.

2.1.2Make arrangements for, transfer and transit passengers and their baggage and inform them about services available at the airport.

Assist transit passengers on arrival and provide necessary information and documentation, check-in and smooth transfer of passengers to the connecting carrier.

2.1.3 When requested by the Carrier,(a) Provide special equipment, facilities and specially trained personnel, for assistance to

(1) Unaccompanied Minors (2) VIPs(3) Transit without visa passengers (TWOVs).(4) Deportees

(b) Arrange for (2) Person with Reduced Mobility (PRMs)( liaise with the service provider if any)(5) special medical transport

Extra care must be taken and all possible assistance must be provided to elderly passengers, differently able, ladies with children, UNMs and VIPs/CIPs.

Check in PSS the Wheelchair requirements and also verify with crew and arrange requisite number of wheelchairs for passengers and confirm the counting of WCHR provided.

Liaise with WCHR service provider to ensure timely assistance to PRM passengers.

Liaison with authorities for any Inadmissible passenger and to inform Air India Official accordingly.

Liaise with CUTE/SITA in case of system failure, action of telex messages and liaising with other agencies for WCHR / Ambu-Lift/ Stretcher Cases. One arrival agent to count and cross check for arrival/ Departure number of WCHR (provided by other agency) on random basis.

2.1.4 (a) ProvidePassenger assistance when flights are interrupted, delayed or cancelled. Such assistance shall include:(1) Meal Vouchers (distribution only)(2) Rebooking (complete rebooking for onward connection and transfer of passenger to complete within 2 hrs of disruption declaration – With non routine





man-hour)(5) Personnel (to assist in handling disruptions)

(b) Arrange for (with carrier’s contracted service providers)(3) Transportation(4) Hotel accommodation

2.1.5 Arrange storage of baggage in the bonded store

2.1.6 (a) Notify the Carrier of complaints and claims made by the Carrier’s passengers.(b) Process such claims (as per carrier’s instruction)

2.1.7 Report to the Carrier any irregularities discovered in passenger and baggage handling (maintain for 21 days)

2.1.8(a) Provide(1) check-in counter(s) (2) service counter(s)(3) transfer counter(s)(4) set up of Carrier specific items, such as but not limited to carpets, mobile signage, queuing control stanchions

(b) Arrange for(4) Lounge facilities (liaison only)

Handling Company will ensure that Carrier’s logo, Signage’s, flight details and other notices as specified from time to time, by the Carrier are properly displayed at the Check-in counters and Boarding gates.

2.1.9 Perform the following ticketing/sales functions(a) Reservations (b) Issuance of transportation documents(d) e-ticketing (collection of applicable charges & issue receipts on carrier’s system )

Collection of excess baggage charges, Re-issuance/ Re-routing of tickets, Collection of charges for Get Up Front Scheme & Preferred seat selection, issuing MCO/ E-FIMS / E-ticket /EMD. Reconciliation of documents and sales accounting and deposit of collections to carrier on daily basis.

Send Telex message/email to destination/en-route stations for deportees to be sent post flight, clearly indicating if COD or not.

Staff working at this desk should be trained in Air India Reservations/Ticketing and Fare Construction.

2.2 Departure

Before opening of Counters, the Check-in staff for passenger handling must





attend the Flight briefing session/ special instructions conducted by the Carrier’s Manager.

First/ executive class VIP/ CIP passengers with their baggage to be assisted as per advise of the Airport Manager.

2.2.1 Perform pre-flight editing:

Pre-seating to be actioned prior to check-in for Wheelchairs, UNM’s / YP’s, Infants, Families of three and above and VIP/CIP and for all ASR seats.

Check if onward flights have been initialized in the system prior to commencement of check-in. If not, necessary action to be taken.

Notation for NFL/SFL/CLR passengers. Flight Initialization as per procedures Meal uplift orders are to be given to kitchen (Caterer) D- 5 HRS.

2.2.2 Check and ensure(a) that tickets are valid for the flight(s). The check shall not include the fare.At the following locations:(1) check-in area(3) transfer counter(4) gate

2.2.3 (a) Check travel documents for the flight(s) concerned. In the event that the Handling Company does not have access to information that verifies visa validities the Handling Company will not have liability. The Handling Company shall not be liable for immigration fines in the event of non-bona fide travel documents or other events which are outside of their control.

(b) Enter passenger and/or travel document information into Carrier’s and/or government system. (Including compliance of error free APIS transmission to destination – separately for pax and crew. Any fine levied to the Carrier for non-compliance will be charged to GHA. Regulations for ‘NO FLY & SELECTEE’ list to be complied with.)

At the following locations:

(1) check-in area(3) transfer counter(4) gate( In the event that the passenger travel on expired passport and/or visa, any penalty by immigration authorities and costs of deportee handling / travel shall be debited to handling company if the error is solely attributable to the Handling Company)

2.2.4 (a) Weigh and/or measure checked and/or cabin baggage,(b) Record baggage figuresfor





(1) initial flight.(2) subsequent flight(s).At following locations:(i) check-in area(iv) gate(Weighing Scale, Measurement box for weighing the baggage)Floor walker and Check-in agent to ensure gauging and weighing of heavy/odd size/cabin baggage to avoid gate withdrawal of such bags.

2.2.5 Excess baggage(a) determine excess baggage(b) issue excess baggage ticket (c) collect excess baggage charges (issue receipts on carrier’s system)(d) detach applicable excess baggage couponsAt the following locations:

(1) check-in area(4) gate (Arrangement of portable EDC machine for excess baggage payment)

2.2.6 Tag(a) checked baggagefor(1) initial flight.(2) subsequent flight(s).

At the following locations:(i) check-in area(iv) gate

(b) cabin baggage(1) initial flight.(2) subsequent flight(s).

At the following locations:(i) check-in area(iv) gate

2.2.7 Effect conveyance of checked baggage to the baggage sorting areaAt the following locations:(a) check-in area(d) gate

2.2.8 Effect conveyance of Out of Gauge (OOG) checked baggage to the baggage sorting areaAt the following locations:(a) check-in area





2.2.9 Collect airport and/or any other service charges from departing passengers, at the following locations:(a) check-in area

2.2.10 (a) Carry out the Carrier’s seat allocation or selection system(b) Issue boarding pass(es) (ensure to check for correct indicator of “T”or “D”as applicable, on the onward Boarding Card, for passenger doing immigration clearance at final destination or first port of entry respectively, on Hub & Spoke or Combo flights)

(1) initial flight.(2) subsequent flight(s)At the following locations: (Carrier’s stationery to be used)

(i) check-in area(iii) transfer counter(iv) gate

First and Business Class and VIP/CIP passengers to be Pre-check-in to reduce time spent at the counter.

Greet First/ Business Class passengers/ CIP /VIP passengers by name. Guide them to Lounges and for Airport controls Encircle the Flight Number, Gate Number and Boarding time on the

boarding card for all passengers

2.2.11 Handle(a) Denied Boarding processAt the following locations:(1) check-in area(4) gate

(b) Denied Boarding Compensation (if required)At the following location(1) Check-in area(4) Gate

2.2.12 Direct passengers(a) through controls to departure gate

2.2.13 Handle upgrade/downgrade functions at the following locations:(a) check-in area(d) gate- Carrying out necessary upgrades as per requirement of AI- Promote ‘Get Upfront Scheme’ for ‘Paid Upgrade’ to Business or First Class





- Carrier specific items, such as but not limited to carpets, mobile signage, queuing control stanchions to be placed at the boarding gate, prior to commencement of boarding.

2.2.14 Handle standby listAt the following locations:(a) check-in area(d) gate

2.2.15 At the gate perform(a) verification of cabin baggage(b) boarding process(c) reconciliation of passenger numbers with aircraft documents prior to departure(d) other gate functions, including Gate No Show process

Proper queues of the passengers to be formed to ensure orderliness prior to Boarding.

Zone / Row wise Boarding as per Star Alliance procedure, with special attention/handling of premium passengers to be done and regular announcements to that effect to be made.

Staff to be positioned at each jet bridge entry point (step ladder in case the aircraft is parked on tarmac position) for retrieval of stubs of boarding cards.

Staff to be positioned at the time of boarding to keep correct count of stubs and highlight the check sheet.

100% accuracy to be established in respect of the correct count of passengers / transit cards and Boarding card stubs, which is a mandatory requirement of the security procedure followed by AI as per the guidelines of Bureau of Civil Aviation Security Govt. Of India.

Ensure mandated announcements are made from time to time.

Board crew.

Check with crew for commencement of boarding.

Monitor passenger hand bags closely and charge EBT whenever applicable. If situation is getting out of control, seek AIR INDIA Official’s assistance and guidance/decision.

Monitor floor walkers and ensure they regularly check security area for our last minute passenger.

D-30 assess the number of passengers not boarded and bring to Air India Duty Manager’s attention.

In case of gate no show, etc., liaise with ramp agent of ramp handler, if bags to be offloaded.





Ensure Ramp Agent forwards Strollers/car seats/gate bags/ Automated Wheel chair to ramp to be loaded in bulk.

Ensure all documentation (PIL/Manifest/Seat Charts/Load sheet/LIR) are on board D-30. NOTOC must reach at D-60 min on aircraft.

Once all on board as per system, tally boarding stubs and sign certification sheet and hand over to Air India Official for Flight release.

2.2.16 (a) collect (b) reconcile (c) handle and forward to Carrier transportation documents (flight coupons,

or other flight related documents) uplifted from departing passengers

2.2.17 Perform post-flight editing (including closing of flight and coupons in the carrier’s system, sending NSFT message to destination airport)

Post flight messages to be sent after departure of flight including APIS for the Crew, Special handling messages, Inadmissible messages, UM messages.

Ensure all post flight messages such as Hazmat reports, E-ticket closure reports, Departure reports etc are sent on a daily basis.

Tally sector-wise / class wise flight coupons with system counts. Ensure that all E-tickets are closed and difference in fare if any is collected

and same confirmed to Air India Official. Flight arrival/departure to be updated in the system. Flight Closure procedures to be followed. Preparations of flight coupon uplift statement.

Arrival

2.3.1 (b) Arrange for Opening/closing aircraft passenger doors (as per carriers instruction and training)

2.3.2 Direct passengers(a) from aircraft through controls

Staff to guide passengers to Arrival Hall and provide assistance in the Arrival hall for baggage collection and decongest the baggage delivery belt in arrival hall to expedite baggage collection by passengers.

2.3.3 (a) Provide(1) Transfer Counter(2) Connection services(3) Baggage recheck

2.3.4 Handle lost, found and damaged property matters





2.3

(a) Provide(1) acceptance of baggage irregularity reports(2) entering of data into baggage tracing system(3) maintaining baggage tracing system files for 21 days(5) delivery of delayed baggage to passengers(6) handling of communications with passengers

(b) Arrange for(4) making payments for incidental expenses(7) repair or replacement of damaged baggage

Prepare document in advance for mishandled baggage upon receipt of NSFT (not seen for transportation) message from the previous station and provide necessary assistance. [Raising of PIRs and creation of files in World Tracer System with follow up for 21 days.]

To obtain a list of each arrival flight of passengers missing bags (NSFT) and inform them well in advance.

Send forward NSFT (not seen for transportation) message to destination station (for generating AHL at destination station) for baggage pieces not loaded into aircraft for any reason, by D+20 min

Monitor and note number of PIRs raised.Baggage Handling - Lost & Found :

Staff to be deployed in customs hall on arrival of flight to deal with passenger’s queries and for Baggage Services for the following.

Complete Property Irregularity Report (PIR) for missing / damaged baggage of passengers.

Replace damaged bags (in consultation with AI Official). Offer interim relief to passenger (in-consultation with AI Official) Record any baggage left over from the flight and arrange safe custody Transfer/re-tagging of any baggage if advised by transfer desk. Hand out security items to passengers. Forward copy of all baggage reports / On hands to YYZLLAI*/DELINAI

every day. All reports to be put into World Tracer and send tracer messages. Carrier’s Official to be informed immediately of any First Class / Executive

Class baggage missing on arrival. On arrival, all mishandled baggage should be dispatched as soon as possible.

Any special deliveries will be in-consultation with AI Official. Follow up for 21 days for any MHB/PIR raised. If earlier MHB not arrived as intimated, send message to station.

Handling of baggage for our premium passengers as advised by Air India Duty Manager from time to time.





Section 3 : Ramp Services

3.1 Baggage Handling

3.1.1 Handle baggage in (a) baggage sorting area

3.1.2 Prepare for delivery onto flights(a) bulk baggage(b) ULDs.

3.1.3 Establish the number and/or weight of(a) bulk baggage(b) built - up ULDs and provide the load control unit with the information

3.1.4 Offload (a) bulk baggage(b) ULDs.

3.1.5 Prioritize baggage delivery to claim area (according to the Carrier’s instruction)

3.1.6 Deliver to claim area(a) baggage(b) Out of Gauge (OOG)

3.1.7 Transfer baggage(a) Provide(1) Sortation of transfer baggage.(2) Storage of transfer baggage prior to dispatch(as mutually agreed)(3) Transport of transfer baggage to the sorting area of the receiving carrier.

3.1.8 Handle crew baggage.3.2 Marshaling

3.2.1 (a) ProvideMarshaling at arrival and/or departure

3.2.2 Operate automated guidance system ( as per local procedure)3.3 Parking

3.3.1 (a) Provide (b) Position and/or remove Wheel chocks. (Eight chocks)

3.3.2 (a) Provide (b) Position and/or remove





(6) Safety cones. (Ten cones)3.4 Ancillary Items

3.4.1 (a) Provide (c) Operate(1) Ground Power Unit (For handling on Hard stand)(3) Cooling unit (4) Heating Unit (5) Air Start Unit

3.4.1 (b) Arrange for (2) Fixed ground power & Cooling/Heating Unit (connect from JET Bridge) (3) Air Start Unit

3.6 Loading and Unloading

3.6.1 (a) Provide (c) Operate(1) Passenger steps (One step at door L5 for cleaning staff and/or fueling. Two Step ladder, when flight parked at Hard stand) (b)Arrange for(3) Loading bridges

3.6.2 (a) Provide1. Passenger2. CrewTransport between aircraft and airport terminal(s). Separate coach to be provided for F/J class passenger exclusively, in case flight goes to remote parking bay.

3.6.3 (a) Provide (c) OperateEquipment for loading and/or unloading

3.6.4 (a) Providedelivery and pick-up of(1) Baggage(2) Mobility devices at aircraft doors or other agreed points

Liaison with Ramp Agent to receive arrival/off-loaded Strollers/car seats/gate bags/ Automated Wheel chair from ramp(loaded in bulk) to jetty at aircraft door.

3.6.5 (a) Provideassembly and transport of(1) Baggage(2) General cargo





(3) Special shipments (on recharge basis)(4) Mail(5) Documents (combined transport with loads only)(6) Company mail between agreed points on the airport (in accordance with carrier’s instruction)

3.6.6 (a) Unload aircraft, returning lashing materials to the Carrier. (Including assistance for recovery of ULD stuck inside the hold or over the Container & Pallet (CP) loader)(b) Load and secure Loads in the aircraft(c) Redistribute Loads in aircraft.(d) Operate in-plane loading system.(e) Report final load distribution to the Load Control unit.

3.6.7Open, close and secure aircraft hold doors.(a) aircraft lower deck

3.6.9 (b) Arrange forSafeguarding of all Loads requiring special handling during (1) loading/unloading(2) transport between aircraft and designated point on the airport(special equipment if required will be on recharge basis)

3.7 Safety Measures

3.7.1 (a) Provide(1) Portable fire extinguisher on motorized/self-propelled ramp equipment(2) Ramp fire extinguisher if not provided by Airport Authority

(b) Arrange for(1) Attendance of airport fire services at aircraft (if required)

3.7.2 Perform visual external safety/ground damage inspection of (only visual checks)(a) Door and panels and immediate surroundings.(1) Immediately upon arrival(2) Immediately prior to departureAnd communicate the results to flight crew or Carrier’s representative

3.7.3 Check that all doors and access panels are properly closed and locked3.8 Moving of Aircraft

3.8.1 (a) Provide(1) Tow-in and/or push-back of aircraft(2) Towing of aircraft between other points(4) Wing- Walkers

3.8.2 (b) Towbar to be provided by the Handling Company





3.10 Interior Cleaning3.10.1 Clean (a) Flight deck, if specified, under the control of a person authorized by the Carrier(2) Dispose of litter(3) Clear waste from overhead stowage(4) Wipe tables(6) Floor [read as vacuum floor](7) empty refuse bins

(b) Passenger and crew compartments (other than flight deck)(2) Dispose of litter(3) Clear waste from overhead stowage (4) Wipe tables(5) Seats, seat back pockets and passenger service units [excluding passenger service units](6) Floors [read as vacuum floor](7) Empty refuse bins (8) Surfaces in pantries, galleys (sinks, working surfaces, ovens and surrounds) and toilets(wash basins, bowls, seats, mirrors and surrounds)(9) Remove, as necessary, any contamination caused by airsickness, spilled food or drink and offensive stains(10) Telephones, screens and other equipment (on request basis)(11) Inside windows (on request basis)

3.10.2 Remove and dispose of(a) litter/waste

3.10.3 Perform cabin dressing(a) Blankets/duvets (fold/place in designated locations)(b) Arrange seat belts(c) Make up berths including crew (d) replace head rests (e) replace pillow covers (f) restock toilet items (g) Replace/restock seat back pocket items(h) Other cabin items as specified in Annex B (as mutually discussed)(1) Materials provided by the Carrier

3.10.4(a) Disinfect(b) Deodorize aircraft with(1) Materials provided by the Carrier





AGGAGE HANDLING :

Handling procedures for arriving baggage

i. Staff member to be present in Arrival hall while priority baggage is being offloaded to ensure that all arrival Baggage off loaded in arrival belt.

ii. All interline baggage to be offloaded and transferred to the interline area.

iii. Any discrepancy in offloading of baggage to be reported immediately to AI Official.

iv. Monitoring of timings for first and last baggage into the arrival hall.

Ramp procedures and Service Levels:

The Handling Agent will submit a weekly ULD Inventory Report / update LMS and Monthly performance report in desired format.

3.11 Toilet Service3.11.1 (a) Provide (1) Servicing (empty, clean, flush and replenish fluids, remove waste and litter). (2) triturator/disposal service (as applicable)

3.12 Water Service3.12.1 (a) Provide(1) Draining tanks (if required)(2) Replenish tanks(3) Water quality tests

3.16 De-Icing/Anti Icing Services and Snow/Ice Removal

Section 4 - Load Control, Communication, Flt. Operations and Crew Administration

4.1 Load Control

4.1.1 Deliver load control related documents between aircraft and airport buildings and vice versa.

4.1.2 (a) Process(b) Signdocuments and information, including but not limited to, loading instructions, load and trim sheets, Captain’s load information and manifests where:

(2) Handling Company is performing inputs / updates when load control is performed by the Carrier or third party. (Carrier’s centralized load control)

Handling Company will prepare and maintain a flight folder for each flight.





The file will include all documents and flight messages, the final load sheet with remarks and signatures, the balance chart if done manually, any last minute changes and sent for a particular flight and handover to AI Rep on daily basis.

4.2 Communications

4.2.1 Inform all interested Parties concerning movements of the Carrier’s aircraft.

4.2.2 (a) Compile, receive, process and send all messages in connection with the services performed by the Handling Company. The Handling Company is authorized to use Carrier’s originator code or double signature procedure (Including load information form cargo handling agency)(b) Inform the Carrier’s representative of the contents of such messages

To Liaison with DEL/BOM Dispatch for flight plan or other relevant documents and the same to be made available for crew.

4.2.3 (a) Provide(b) Operatemeans of communication between the ground station and the Carrier’s aircraft.

4.3 Flight Operations

4.3.1 Inform the carrier of any known project affecting the operational services and facilities made available to its aircraft in the areas of responsibility4.3.2 (b) Arrange formeteorological documentation and aeronautical information(1) at the airport location as defined in Annex B.(2) at diversionary Airport

4.3.3 (a) Providedelivery of flight operations related documentation to the aircraft and obtain signature of the pilot-in-command, where applicable(1) at the airport location

4.3.4 (b) RequestMake Available the operational flight plan according to the instructions and data provided by the Carrier(1) at the airport location (2) at different airport location(s) (including printing of flight folders, load plan etc.)

4.3.5 (b) Request(d) Filethe Air Traffic Services (“ATS”) Flight Plan.

(1) at the airport location as (2) at different airport location(s)





4.3.6 (b) Managethe Carrier’s slot time allocation with the ATS(1) at the airport location

4.3.7 Provide the crew with briefing.

Flight plan to be printed and handed over to the crew and the fuel figure has to be passed on to load sheet staff and the Ground Engineer.

4.3.8 (c) Deliver(1) the fuel order

4.3.9 Provide ground handling party(ies) with weight and fuel data

4.3.10 Obtain a debriefing from incoming crews, distributing reports or completed forms to offices concerned.

4.4 Crew Administration

Check-in of Operating and Cabin Crew baggage will be done by the check-in Staff.

4.4.1 Distribute crew schedule information provided by the Carrier to all parties concerned.

4.4.2 Arrange hotel accommodation for crew layover(a) Scheduled (b) non-scheduled

4.4.3 (b) Arrange forCrew transportation to/from off airport locations.

4.4.4 Direct crews through airport facilities (only guidance)

4.4.7 Inform the Carrier representative of any crew indisposition or potential absence

Section 5. Cargo and Mail Warehouse Services

5.1 Cargo and Mail Handling – General5.1.1 (a) Provide(1) Warehouse and storage facility(ies)(2) Warehouse handling equipment(3) Warehouse handling services(4) General Cargo(5) Special shipments(7) Post office mail(8) Diplomatic mail





(10) Company cargo/material

5.1.2 (a) Issue(b) Obtain(c) Make available to CarrierReceipt upon delivery of cargo (Do Fee to carrier)

5.1.3 Take action to(a) Prevent theft or damage to the Carrier’s cargo and mail in custody of the Handling Company (b) Prevent theft or unauthorized use of, or damage to the Carrier’s pallets, containers, nets, straps, tie-down rings and other material in the custody of the Handling Company. Notify the Carrier immediately of any damage to or loss of such items.

5.2 Customs Control5.2.1 (a) Prepare Customs documentation(b) obtain Customs clearance(c) place cargo under Customs control(d) present to Customs cargo for physical examination for(i) Inbound cargo(ii) Outbound cargo(iii) Transfer cargo

5.3 Documentation Handling5.3.1 (a) Prepare Airway bill(b) Check all documentation to ensure shipment may be carried. The check shall not include the rates charged.(c) Check security status for the shipment(s) concerned and take action as per AIL’s instructions.(d) Obtain capacity/booking information for the AIL’s flights.(e) Split airwaybill. Forward copies of manifests and air waybills to the Carrier.(f) Prepare cargo manifest(s).(g) Provide the load control unit with Special Load Notification.(h) Return copy of airwaybill to shipper, endorsed with flight details.(i) Check and/or enter data into AIL’s and/or government/customs system.

5.3.2 (a) Notify consignee or agent of arrival of shipments (b) Make available cargo documents available to consignee or agent.

5.3.3 (a) Provide(b) Arrange for





(1) collection of “Charges Collect” as shown on the air waybill(2) collection of other charges and fees as shown on the air waybill(3) credit to consignees or agents

5.3.4 Provide1. Delivery of Cargo/Mail related documentation from/to agreed points and the aircraft

5.4 Physical Handling Inbound/Outbound5.4.1 Accept cargo, ensuring that(a) machine-readable cargo labels are affixed and processed(b) manual labels are affixed and processed(c) shipments are “ready for carriage”(d) the weight and volume and number of pieces of the shipments are checked(e) the regulations for the carriage of special cargo, particularly the International Air Transport Association ( IATA) Dangerous Goods Regulations (DGR), IATA Live Animals Regulations (LAR), and others have been complied with.

5.4.2 Tally and assemble cargo for dispatch

5.4.3 Prepare(a) Bulk cargo(b) ULDs using(d) build up materials provided by handling company and establishi. gross weightii. volumeiii. ULD contour and provide the load control unit with the information.

5.4.4 Perform acceptance check on pre-built ULDs and establish, if accepted(a) gross weight(b) volume(c) ULD contourand provide the load control unit with the information.(check if the cargo is pre-screened)

5.4.5 (a) Load outbound cargo on vehicles(b) Assemble cargo for delivery to the aircraft.

5.4.6 1. Offload bulk cargo from vehicles2. Break down ULDs3. Check incoming cargo against air waybills and manifests4. Release cargo to the consignee/agent or rebuilt for onward carriage





5.4.7 Truck service loading/off-loading (a) Check seals are intact on inbound trucks(b) Offload truck prior to acceptance into warehouse(c) Load truck after formal release from warehouse(d) Place sealsTruck operated by/or on behalf of the Carrier

5.5 Transfer/Transit Cargo

5.5.1 Identify transfer/transit cargo.

5.5.2 Prepare transfer manifests/new manifests for cargo to be transported onward by another carrier.5.5.3 Provide for transport to the receiving carriers’s warehouse1. On airport.

5.5.4 Accept/prepare(a) transfer cargo(b) transit cargo for onward carriage.

5.6 Post Office Mail5.6.1 Check(a) incoming(b) outgoingmail against Post Office mail documents.

5.6.2 In case of missing documentation, issue substitutes

5.6.3 Transport mail from(a) cargo warehouse to postal facility(b) postal facility to cargo warehouse(i) on airport(ii) off airporttogether with documents, against receipt from postal authorities.

5.6.4 Handle and check transfer mail against accompanying mail documents.

5.6.5 Prepare(a) Bulk mail(b) ULDs and establish(i) gross weight(ii) volume(iii) ULD contour





and provide the load control unit with the information

5.6.6 Distribute incoming and/or outgoing post office mail documents

5.7 Irregularities Handling

5.7.1Take immediate action in respect of irregularities, damage or mishandling of dangerous goods and other special shipments.

5.7.2Report to the carrier any irregularities discovered in a. Cargo b. Mail

5.7.3 Handle Lost, found and damaged a. Cargo b. Mail

5.7.4 (a) Notify the Carrier of complaints and claims. (b) Process claims (in consultation with Carrier)

5.7.5Take action when consignee refuses acceptance and payment.Section 6 : Support Services

6.1 Accommodation

6.1.1 Provide the Carrier with(a) office space (approx 200 square feet in or around the Airport Terminal)

6.2 Automation / Computer System

6.2.1(a) Provide(c) Operate (Cute system for SITA DCS)computer hardware and other equipment to enable access to(1) Carrier’s system (SITA DCS)(2) Handling Company’s system(3) Other system

6.2.2 Perform the following functions in(a) Carrier’s System(b) Handling company’s system(1) Training(2) Passenger reservation and sales (SITA CRS) (3) Passenger service (SITA DCS)(4) baggage reconciliation(6) operations, load control(7) Cargo reservation and sales





(8) Cargo handling(9) Post Office mail handling

(c) other system for(5) Baggage tracing(11) LMS

(b) Handling Company’s system(11) Other functions

6.2.3 Manage Automated Self Check-in device(s) (as and when required)

6.3 Unit Load Device (ULD) Control6.3.1 (a) Providestorage space for (sufficient AKEs)(1) passenger ULDs (2) Cargo ULDs

For a flight frequency between 3-6 flight in a week, storage space for 36 LD3 containers and stack of 18 Pallets.

For a flight frequency between 7-10 flight in a week, storage space for 48 LD3 containers and a stack of 24 Pallets.

6.3.2Take action to prevent damage, theft or unauthorized use of the AIL’s ULDs in the custody of the Handling Company. Notify AIL immediately of any damage or loss.

6.3.3 (a) Take physical inventory of ULD stock and maintain records (According to the Carrier’s instruction).(b) Compile and dispatch ULD control messages.(weekly report-email at [email protected])

6.3.4 Prepare ULD exchange control documentation for all transfers of ULDs and obtain signature(s) of the transferring and receiving carrier(s) or approved third parties and distribute copies.

6.3.5 Handle lost, found and damaged ULDs and notify the AIL of such irregularities. (Handling company to notify AIL about damage containers on arrival within 90 min of Arrival)

6.5 Ramp Fueling/Defueling Operations6.5.1 Liaise with ramp fuel suppliers.

6.6 Surface Transport6.6.1 (a) Provide the transport of(1) passengers






(2) baggage(3) cargo(4) Post office mail(5) empty ULDsbetween(b) airport and other agreed points (within airport)

6.7 Catering Services - Liaison and Administration6.7.1 Liaise with the AIL’s catering supplier.

Section 7 - Security Services (in liaison with Airport Operator)

7.1 Passenger and Baggage Screening and Reconciliation (as per Carrier’s procedures & local Security guidelines)

7.1.1 (a) Provide(1) Matching of passengers against established data.(2) security questioning

7.1.2(b) Arrange for(1) Screening of checked baggage(2) Screening of transfer baggage(3) Screening of mishandled baggage(4) Physical examination of checked, transfer and mishandled baggage(5) Identification of Security cleared baggage

7.1.3 (b) Arrange for1. Screening of passengers.2. Screening of cabin/unchecked baggage.3. Physical examination of passengers and cabin/unchecked baggage.

7.1.4 (a) Provide(1) Identification of passengers prior to boarding.(2) Reconciliation of boarded passengers with their baggage.(3) Positive baggage identification by passengers. (4) Offloading of baggage for passengers who fail to board the aircraft.

The Carrier will perform periodical Audits to ensure that the Handling Company complies with all Regulations, and Air India quality standards.

Periodic Review meetings(fortnightly/ or at-most monthly) will be held between the Carrier and the Handling Agent to review the quality of service provided by the Handling Company as against the agreed SLA and discuss any process modifications if required to meet the SLA requirements.

Staff working in operational area to be trained in Airside Safety and SMS (Safety Management System).

Training of all staff of GHA should always be current and updated whenever





required, for any audit by safety department/ Quality Management of Air India, training records of staff should be made available by GHA.

1.2 RESOURCE DEPLOYMENT AND TIMELINES

1.2.1 PASSENGER HANDLING - RESOURCE REQUIREMENTSFOR EACH FLIGHT

All Check-in agents must have sufficient experience in all check-in activities. The Supervisors and Staff performing Load Control functions must be adequately trained and experienced in Supervisory and Load Control functions respectively.

Sr. No.

Job Description / Location Numbers / Parameters/Staff

1 (a) Number of counters at the airport to be manned Counter opening at D-4 Hrs. (check-in service level to be adhered as in para 1.2)

01F/01J /6Y

2. Counter for excess baggage collection/e-ticketing counter/cashier/ transfer service desk including upgrades /down grades/ re-booking/ re-issuance /rail & fly etc. (counter for 3 hrs).[Fully conversant with ticketing/fares, BSP/IATA procedures, handling of FIM’s & Re-bookings. Around Check In counters

01 Excess Baggage Counter.

3 TurnAround Coordinator One4 Service Controller / Counter Supervisor One 5 Departure activity /Boarding Gate (For pax Count and

handling/ counting/ monitoring ofUNM/VIP/CIP/WC/YP/Lounge etc.)

03 staff

6 Floor Walkers 01 staff 7 Arrival activity and Customer Area, to assist Passengers 02 staff8 Departure Control System (Departure Control System must be

handled in AI's System with dedicated staff)AI’s SITA DCS System

9 Back Office assistance five days a week 07:30 Hrs. to 15:30 Hrs. One

Note:

1. All these agents/ staff should be available for AI flight handling on dedicated basis during Air India Flight operations hrs to ensure uniformity & continuity of staff and minimize Training inputs.

1.2.2 Passenger Service standards:




Tender no. GH/COMP/YYZ/2019/011Sr. no.

Service Requirement Standard

1 Flight briefing to all Agents & staff

05 to 10 mins before opening of counters

2 Opening of Check-in counters D- 4 Hrs3 Closing of Check-in counters D-45 min for F & J

D-1 hr. for economy class4 Open Gate service Counter D-1½ hrs5 Maximum waiting time in queue Premium/ priority class pax – 5 min

Economy class – 15 min6 Maximum check-in process time Premium/ priority class pax- 5 min

Economy class – 3 min7 Boarding to commence 60 min prior to ETD8 Close all ETs Before closure of flight in check-in

system9 Send Departure Messages D + 30

10 Load sheet / PIL/Manifest/Seat Charts/ LIR to be delivered to Aircraft by Load Controller

D – 30

11 Baggage Tracer message by 6 hrs after arrival12 Flight plan/WX charts NOTAM

document to be handed over to captain

D-90 min or before at the time of crew briefing

13 NOTOC to be reached at Aircraft D-60 min14 Offload GNS (gate no show) Pax

baggage.D-20

15 Boarding to complete D-1516 All Door closed D-10

1.3 Brief Job description and procedures for service agents and supervisors.

1.3.1 General Miscellaneous Services including Securtiy:

i. Handling Company shall comply with the security procedure introduced from time to time by the regulatory authorities.

ii. At all times, while rendering the Ground Handling services, safety procedures should not be compromised.

iii. Baggage reconciliation will be carried out in accordance with the carrier’s security procedures in the baggage make-up area/designated area in co-ordination with Security Service provider before the loading process.

iv. The Handling Company will comply with all requirements under CASA, IATA, ICAO, ASOB, SAFA, Air India, Local airport regulator and any other Local Civil Aviation Authority/ local / mandatory regulations by Aviation Regulatory Authority.




Tender no. GH/COMP/YYZ/2019/011v. In case of delayed arrival of the flight, the Handling Company shall endeavor to reduce the

ground time in order to make up the delay and depart the flight on time. It will be the responsibility of handling agent to ensure that all flights depart as per their schedule.

vi. Loading of baggage and cargo should be as per given load plan. GHA must take appropriate action for handling priority baggage, cargo and mail. Handling Company will maintain a <<flight folder>> for each flight for a period of at least 180 days. The file will include the final load-sheet with remarks and signatures, the balance chart if done manually, any last minute changes and the loading report duly signed along with the load message received and sent for a particular flight.

vii. Security Services: The Handling Agent should comply with requirement of CAA, Local Civil Aviation Safety Authority’s, Bureau of Civil Aviation Security (BCAS) Govt. of India, Air India, as applicable from time to time, while following the laid down procedure. The Handling Company will check with AI Operations for flight movements on daily basis and deploy manpower accordingly. Handling Company will liaison with Security services provider to Air India flights. All handling agency staff must follow Air India’s security requirements and procedures.

1.4 Back office:

i. Sorting telexes/ mails.ii. Printing PNL’s and special handling for next day. iii. Read Out Complete (ROC) for next day and flight.iv. To liaise with Limo service provider for Business/ First* class passengers for arrivals and

departures.v. Sending meals figures as per the laid down procedure. vi. Faxing / email information sheet to relevant department.vii. Answering phone calls and maintain log for messages.viii. Delay / Departure / Special Handling messages/ WCHR messages etc. ix. Sale Reports prepared on a daily basis.x. Liaise with CUTE/SITA in case of system failure, action of telex messages and liaising with

other agencies for WCHR / Ambu-Lift/ Stretcher Cases.xi. Ensure all post flight messages such as Hazmat reports, E-ticket closure reports, Departure

reports etc are sent on a daily basis.xii. Regular handing over of Revenue documents and other flight documents to Air India Official.xiii. Check that e-ticket status of floor/ utilized tickets for YYZ/DEL is not open, if so inform Air

India Manager.xiv. To prepare Flight briefing with relevant Special handling messages on daily basis.xv. Pre Catering orderxvi. Convey all relevant information to Service Controller / Counter Supervisor / Carrier’s

representative

1.5 Functioning of Officers/ Agents/ Staff:

1.5.1 Dedicated Service Controller / Counter Supervisor:

i. Will brief all check-in Agents thoroughly as per briefing attended with Air India Duty




Tender no. GH/COMP/YYZ/2019/011Managers. Supervisor and floor walkers must promote AI services e.g. “Get up Front” scheme where upgrades are bought at the airport, and any other offers of Air India that are announced from time to time.

ii. Ensure proper queuing maintained at all times. If a particular passenger/group at check-in counter is waiting for too long, check reason and suggest passenger/group move away from check-in counter to make way for other passenger to check-in and sort out the passenger/group problem.

iii. Ensure staff does not get into altercation with passenger at check-in or Customer Service Desk.

iv. Ensure that Floor Walker checks passenger name against list of passenger direct them first to Customer Service desk.

v. No Fly List/Selectee List procedures should be strictly adhered to. When required necessary clearance should be obtained from Security Department and NFL/SL Cell

vi. The number of Check-in counters shall be as specified by the carrier in the Resource requirement in order to avoid long passenger queues.

vii. Accounting the Correct count of check in passenger, closing all e-tickets and takes care of pre-flight & post flight functions.

1.5.2 Arrival Agents:

i. Proceed to arrival hall and check if Priority Bags taken off belt and kept available for First and Executive class passengers.

ii. If bags take time to be delivered, liaise with ramp supervisor to ensure timely delivery.iii. Arrange for baggage handlers to offload bags if Immigration queues too long and same bags

going around on baggage belt.iv. While in arrival Hall, ensure two arrival staff available at Baggage Hall for passenger

assistance.v. Monitor and identify hot connections and assist promptly.

1.6. LOAD CONTROL & FLIGHT PLAN DOCUMENT (as per Carrier’s centralized load control)

i. ACARS LOADSHEET shall be transmitted to the aircraft from Central Load Control (CLC), Mumbai, India.

ii. A CLC Coordinator of handling agency (in liaison with carrier’s CLC base station) for printing Flight Plans, Load Information Report (LIR) and Load Sheets from a printer and/or LIR & Load sheets from Gate printer, must be deployed for handing over to Operating Crew & Loading Supervisor well in advance. Loading of Baggage and Cargo should be done as per the given load plan to Ramp loading supervisor. Sufficient copies of flight plan to be provided at the time of CIC briefing.

iii. Flight Plan docs to be presented to the Captain 60 min prior to ETD. iv. RTOW & Take-Off Fuel details obtained from Captain shall be transmitted by the CLC

Coordinator to CLC for preparing the FINAL LOADSHEET. v. In case of Non-receipt of ACARS Load sheet by aircraft by D-20, the CLC Coordinator shall

collect the FINAL Load sheet either from APM's Email ID or from Gate Printer and handover the same to Captain. A signed copy of the same shall be obtained and sent to CLC on email and maintained by the station.

vi. Ship papers and other relevant documents to be presented to the Cabin In-Charge (CIC) at




Tender no. GH/COMP/YYZ/2019/011least 20 min prior to ETD.

vii. Post flight messages to be dispatched 30 min after flight is airborne ensuring all LMC’s reflected and correct Load message transmitted. All information is to be sent to [email protected] .

1.7 RAMP HANDLING:

1.7.1 Safe operations of flights greatly depend on the quality of service at the Ramp. The Ramp Handling Service Provider must have well established Quality and Safety monitoring systems, including but not limited to – Training of staff in requisite skills for operating the equipment & In-plane loading system, Safety Management Systems, DGR, Hazard Reporting Systems, Regular Audits of processes etc. All the resources required to perform the above services, including but not limited to the requisite Manpower, Ramp Equipment, Communication system (like Walkie Talkie) etc. shall be provided by the Handling Company at its own cost.

1.7.2 Ramp Service Resource Requirements:Sr. No.

Job Description Numbers / Parameters

1 Positioning of complete set of Ramp Equipment & Manpower required for the type of aircraft on the parking bay allocated for Air India Flight. (2-CPL & Transporters, 1-Access Trestle (for hold door operating panel), 1-BFL (2-BFL in case of Narrow Body aircraft), 2-Tugs and requisite number of Dollies & Trollies, Eight (08) Wheel Chocks, Six (06) Safety cones, Step ladder atL-4)

GPU/ACU/ASU as and when required

A – 10 min and D – 60

2 Baggage Delivery (on the Belt)a) First Bag : First / Executive Class A + 10 min or as per

Airport Standardb) Last Bag : First / Executive Class A + 20 min or as per

Airport Standardc) First Bag : Economy Class A + 15 min or as per

Airport Standardd) Last Bag : Economy Class A + 40 min or as per

Airport Standard3 Last Baggage release from baggage make up D-40 min4 Loading on A/C to be complete and holds closed. D-10 min5 All arriving cargo from Aircraft to cargo warehouse A + 60 min6 All departing cargo to be available on allocated aircraft

parking stand D -75 min

7 All doors closed D-10 min8 Staff to be at the gate/ bay A-10 min9 TRC to ensure that Aerobridge is ready for docking to aircraft A-10 min






Notation: A – ETA, D- ETD

1.8 CARGO HANDLING SERVICES

i. The Carriers may display its signage and corporate logo on the Handling Companies facility.ii. The Handling Company will ensure that all Govt. formalities like Local regulatory authority/ ICAO,

FAA, IATA, customs, health, safety, labor and other mandatory requirements are complied with.iii. Consumables for ULD build-up of Export Cargo like Skids, Plastic Sheets/Cover, Lashings,

Packaging Tape, Beams, and Spreaders etc. will be supplied by the Handling Company.iv. All special cargo such as VAL, PER, HUM, DGR, etc. either for Export or Import are to be escorted

from Warehouse to Aircraft by appointed Air India Security Service Provider, treated, and stored in accordance to the instructions of AWB, IATA, Customs and Security Regulations.

v. The Carrier will be credited with charges collect fee of 5%.vi. The Carrier will be credited a fee, levied on issuance of DO (Delivery Order) on Import Cargo

before the consignment is delivered.vii. All arrival/departure activities (warehouse functions) inclusive of ULD movements on Air India

flights to be completed on Air India’s cargo system, i.e. LMS (Logistics Management System). Air India will provide access to its system.

1.8.1 SECURITY REQUIREMENT FOR CARGO WAREHOUSE:

The following will be the security requirement, which will be provided by the Handling Agent

i. The Handling Company will provide X-ray machines/ETD which will be manned by trained and Statutory body certified Security personnel of the Handling Agent for X-ray of all joining/transit cargo and mail, before dispatch for Aircraft Loading.(a) The Handling Company to arrange “Dual View” supportive X-ray machine with a tunnel size

capable of screening cargo with minimum dimensions of 62 inches wide and 66 inches high and prebuilt ULDs. As per BCAS regulations both X-ray and ETD are required for Cargo Screening.

(b) The X-ray machine, ETD Machines and their must be approved/ trained as per by Local Regulator and BCAS for cargo screening.

i. Strong rooms for keeping the valuable cargo. ii. Provision for storing odd size cargo and cargo which requires 24 hours cooling off

period.iii. Premises should be safe guarded by trained personnel and with modern security equipment.

The selected cargo handling agency, apart from following Local Security procedures will also have to observe Air India procedures, which will be apprised to them.

1.8.2 SPACE FOR COMAT HANDLING:

Segregated area to be provided, as per requirement, with provision for flexible perimeter, to accommodate occasional over sized items and use of racking system to maximize storage area.




Tender no. GH/COMP/YYZ/2019/0111.8.3 STANDARD OF SERVICE EXPECTED AND STAFF REQUIREMENTS:

The common job requirements applicable for export / import / flight handling tarmac coordinators/customer services unit and COMAT handling are given in details as below.

I. Export / Import Handling

The Handling Agent will be required to deploy staff depending on volume of cargo each day of flight operations, for handling of Import / Export cargo besides some dedicated staff as indicated. The reporting pattern of these staff shall be discussed with Air India officials prior to deployment as per flight schedule.i. The Handling Agent will ensure that due care is taken for avoiding damage to the property.

The Handling Agent will also comply with all local health and safety regulations and the security parameters as drawn and established by Air India. In addition, the Handling Agency shall also be solely responsible for strictly adhering to the Local Laws and Regulations.

ii. The Handling agent will prepare reconciliation statements showing cargo received/accepted, amounts collected and amounts outstanding Air Waybill wise and Party wise as required both on a daily and monthly basis for import, export and Charges Collect shipments.

II. JOB REQUIREMENTS – EXPORT CARGO

i. Documents to be entered in the system for customs purpose and assigned to the relevant flight as per the booking sheet, which will be given to the handling agent by Air India Sales office every day. Complete shipment data capture required (AWB, HAWB, etc.) in Air India LMS System and all documents to be entered into the system for customs purpose and assign to the relevant flight as per the booking sheet, which will be given to the Handling agent.

ii. Email messages to be sent within 1 hour of departure of flight to all concerned (local, en-route station and destination station), regarding the joining loads for the flight, with all details of special cargo (PER/AVI/HUM/DG CARGO/VAL/DIP MAILS etc.) and any other required information.

iii. In case of payload / space restrictions, the cargo load to be adjusted and documents / system to be updated accordingly.

iv. Requisite number of copies of air waybill manifests and tally sheets to be prepared for export cargo to be forwarded onboard the aircraft for distribution at destination, for all concerned.

v. AV7 (CN38) postal mail copy to be collected by the handling agent from Postal Authorities and handed over to the warehouse staff. Bags to be checked against mail documents (CN38) and X-rayed and forwarded on the first available flight. Likewise, Post-Office mail delivered landside by Postal Authorities is received by warehouse staff and forwarded on the first available flight.

vi. Document M1 to be raised after mail has been dispatched, copies of which to be forwarded to YYZ Accounts for billing, and copy forwarded to Cargo Coordinator / Cargo Mail Section-Mumbai, for record.

vii. If any dangerous goods are on board, then a NOTOC has to be prepared including copy of shipper’s declaration and copy of relevant blue page from IATA DG Book to be presented to the Captain for his signature and a signed copy also obtained for Load Control Unit and flight records. Damaged ULD loaded on to the Aircraft shall also be included in NOTOC.

viii. All joining valuable / perishables on board to be advised to security, GH Load control division




Tender no. GH/COMP/YYZ/2019/011and cargo coordinator.

ix. UCM, FFM/FWB/FHL and any other special messages to be sent to the transit and destination station. If chargeable, same should be clearly mentioned in the financial bid.

x. Interface for all FSU messages to be provided from Handler system to carrier’s system (LMS)xi. For cargo which is manifested and offloaded, intimation to be sent to the Station/Airport

manager Air India and the destination station.xii. To provide backlog figures as and when required. To provide details of Cargo transported from

YYZ to and vice-versa.

III. JOB REQUIREMENTS – IMPORT CARGO

i) Import documents brought from Air India flights, by Ramp Handling Agent & to be segregated into:a) Imports for YYZb) Imports for trans-shipment (onward to another carrier).

ii) Advance Cargo information (ACI) to be submitted to local customs and obtain custom clearance before flight arrival for terminating and trans shipment cargo.

iii) Transfer of empty ULDs to/from other airside apron locations outside of the cargo terminal of the Handling agency. Transfer of empty ULDs to Ramp Handler.

iv) Arrange for collection of DO fees as applicable, prepare & issue Delivery Order to the consignee/agent, and provide a receipt copy of the DO for Carrier’s record. The DO fee collected should be remitted to Air India on daily basis.

v) Arrange for collection of charges on 'charges collect' consignments as per the airway bills and remit the same to Air India. Cash / cheque collections and accounts on daily basis to be handed over to Air India at respective airport. The collection has to be accommodated in the CC import map with supporting documents and also a message to be sent to the station of origin.

vi) Any shipper built ULD handed over to agent / consignee must be recorded, reflecting the Identification number and Condition of the ULD with ULD numbers and also to ensure that it is returned within 2-3 days in the same condition as and when handed out. In the event of loss or damage, the handling agent must inform Air India, who in turn will take necessary penalty action against the agent/consignee.

vii) If any cargo is received in damaged condition, detailed damage report to be prepared duly stamped by security and email to be sent to origin and transit stations.

viii) All import tracing i.e. inbound missing cargo, insufficient addresses, no response from importer etc. to be reported to the origin/transit stations and disposal instructions to be sought from the origin/transit station or the Airport Manager of the carrier.

ix) ULD stock inventory to be carried out Weekly, and SCM telex/email to be sent to the Manager, Cargo Operations and [email protected] at GH Unit Delhi-Air India about the same at following addresses; BOMFVAI/ BOMFDAI/ BOMKFAI/ BOMGYAI/DELKGAI and any other address provided by the carrier; for Air India ULD container float storage to be provided at no additional charge. The container inventory report to be sent to [email protected] also.

x) Postal mail to be handed over to Postal Authority with copy of CN38 within 2 hours of arrival of flight. Copy of receipted CN38 (signed and stamped by the Postal Authority) along with M2 form to be forwarded to Cargo Mail Section, Mumbai, for record.

xi) Mail handling including collection of valuable mail bags (V Bags) from the arrival aircraft to be




Tender no. GH/COMP/YYZ/2019/011handed over to Postal Authority and no. of bags & AV7s should be lodged on daily basis. To send report to Mumbai / Delhi Mail section along with the receipted AV7’s from postal authorities.

xii) Import Charges Collect shipments will be responsibility of the Handling Agent and guaranteed form of payment such as cash, certified cheque or money order is to be determined by the Handling Agent. It is the responsibility of the Handling Agent for shipments consigned to Banks to obtain the bank release prior to delivery of the shipment.

III JOB REQUIREMENT - TRANSFER FUNCTIONS

i. All docs taken to Customs for approval and brought back to ensure all shipments transferred same day, if possible.

ii. All shipments taken physically to respective airlines' warehouse with respective transfer manifest.

iii. All shipment involving surface transport(trucking) to be handed over to trucking company with custom formalities completed in all respect.

Exports

Receive transfer manifest from interline carrier/trucking company – check airway bills and customs approval and other docs.

DIP MAIL

DIP MAIL (CAT A) HANDLING TO BE COORDINATED AND SOP TO BE PREPARED AND IMPLEMENTED WITH APPROVAL OF THE INDIAN EMBASSEY/INDIAN HIGH COMMSSION AND AIR INDIA MANAGER

1.9 Handling in case of Technical landing flight will be charged at Twenty Five (25) % of the per flight transit handling rates, provided that a physical change of load is limited to crew change.

1.10 Handling in case of return to ramp will not be charged extra, provided that a physical change of load is not involved.

1.11 Handling in case of return to ramp involving a physical change of load will be charged as for handling in case of technical landing in accordance with Rates agreed. In case of grounding of return to ramp aircraft and a physical change of load, before re-departure of the same aircraft with load, 25% of the handling charges shall be levied extra.

1.12 The Ground time will be as per the schedule but in case of delayed arrival the Ground time will be reduced to 90 minutes.

1.13 In case of “LIVE-IN-FERRY-OUT” flight 20% of the basic handling rates (transit) will be charged.

1.14 In case of “FERRY-IN-LIVE-OUT” flight, 50% of the basic handling rates (transit) will be charged.




Tender no. GH/COMP/YYZ/2019/0111.15 No additional charge should be levied to AI for handling flights during nights, holidays,

weekends, Bank holidays, off days or for overnight stay of the aircraft.

1.16 There will be no charge for flight cancellations where the Carrier informs/gives notice 06 hours prior to schedule time of Departure. If less than six hour notice is given, actual manpower utilized will be billed up to a maximum 20% of the agreed Basic Handling Rate.

1.17 In case of diverted or return to ramp flight without change of load or change of load limited to and necessitated due Sick/indisposed passenger/medical emergency cases, 25% of the agreed Basic Handling (transit) Rate will apply.

1.18 No escalation in handling charges will be acceptable in case of change in schedule of flight Operations or frequency.

1.19 Lead-Time – GH Company to confirm lead time to take over the Handling of Carriers flights at YYZ.

1.20 In addition to the Article 1.6 of the Main agreement, in the event of an accident or incident involving the carrier’s aircraft which causes the carrier to activate its emergency plan, the Handling Company will utilize the emergency plan as agreed between the parties responding to such situation and to assist survivors and families.

1.21 In case of leave/ absenteeism of any staff allocated by Handling Company (dedicated or semi- dedicated), Handling Company has to make alternate manpower & resource arrangements to comply with full resource deployment in advance at no extra cost to Carrier.

1.22 This Offer to remain valid for six months from the Tender hosting date.

1.23 For Aircraft becoming AOG and departing later, Ferry in Live out charges shall be applicable besides one complete handling charges as per charges indicated in para 1.1 of the commercial offer.

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES2.1 No extra charge shall be paid if the flight is arriving late upto 3 hrs of scheduled arrival time or

departing late upto 3 hrs after the scheduled departure time. No extra charge for early arrival of flights upto 1 Hr early. For delay beyond 3 hours, the actual manpower used for Ground Handling Services will be charged as per man-hour rate for every 30 min or part thereof, upto a maximum of 25% of the handling rates agreed.

2.2 The rates agreed will remain firm and fix for the complete contract tenure. The Handling Company has to absorb any hike on account of consumer price index (CPI) in the country/ city / Airport.

2.3 Handling Company will indemnify the Air India against any liability arising out of transfer of contract from existing service provider, including employee liabilities.

2.4 The Handling Company is responsible for all cost associated with and providing the services, including but not limited to, employee parking, badging, uniforms, training, physical exams, drug and alcohol screening and testing, background checks, telephone service, communication, equipment including cell phones, holiday, vacation, sick leave and back fill of staffing outages, insurance for employees and all applicable staff Liabilities.

PARAGRAPH 3 - DISBURSEMENTS




Tender no. GH/COMP/YYZ/2019/0113.1 Any disbursement made by the Handling Company on behalf of the Carrier will be reimbursed by

the carrier at actual cost price. Prior written authorization from the Carrier’s representative is required for all disbursements.

PARAGRAPH 4 - LIABILITY AND INDEMNITY4.1 The limit of liability in accordance with Sub-Article 8.5 of the Main Agreement of SGHA version

2013 shall be USD 1.5 million per incident.

PARAGRAPH 5 - AREA OF RESPONSIBILITY INCLUDING SUPERVISION, TRAINING AND ADMINISTTRATION

5.1 The area of responsibility as mentioned in sub-sections 4.3 of Annex-A is: Toronto Pearson International Airport and for assistance / handling at diversionary Airports will be BUF.

5.2 In addition to sub-article 5.1 of the Main Agreement, the Handling Company, for provision of services, will maintain an acceptable level of training recognized by IATA in order to meet the requirements, ensuring all the safety aspect, including but not limited to the handling of dangerous goods as per applicable DGR, loading of aircraft as per LIR.

5.3 All training cost and expenses of the Handling Company’s personnel pertaining to Carrier’s Terminal Function Familiarization, or such training as may be required in line with Sub –Article 5.8 of Main Agreement will be borne by Handling Company. No cost will be levied to carrier for deputing GHA staff for such Trainings. The Handling Company shall be responsible, at its own cost and expense, for any additional training required due to employee turnover or course failures.

5.4 Handling Company will electronically handle the EMD services for Carrier (including E-FIMs/ MCO etc.) with the requisite training as mutually agreed with Carrier.

5.5 If the training is required on account of Handling Company’s reasons (due attrition, change of dedicated staff, leave etc.), the entire cost of training will be absorbed by Handling Company.

5.6 The carrier may review the Handling Company’s standardized DGR handling procedures, training program and coordinate with the Handling Company all DGR training deemed essential by the Civil Aviation Authority, Toronto Civil Aviation Department., ICAO, and Carrier’s mandatory training.

5.7 Air India will provide initial training on AI specific systems and procedures by deputing an instructor at its own cost. The Handling Agent will depute maximum number of staff to undergo the training and will absorb the staff cost for training and arrange for appropriate training facilities. If the Handling Company, in future, wants additional training for their staff due attrition / high turnover, the Handling Company will agree to pay for all training Cost.

5.8 Handling Company will ensure deploying trained and authorized staff to carry out various functions under the contract.

PARAGRAPH 6. TRANSFER OF SERVICES6.1 In accordance with Sub-Article 3.1 of the main Agreement, the Handling Company to indicate

services that it plans to Subcontract.

6.2 In case if there is change in subcontractor, the Handling Company shall notify the Carrier with sixty (60) days prior official letter notice including the contact details of responsible person of the Handling Company, organization charts of the sub-contractor, initial roster and training records.




Tender no. GH/COMP/YYZ/2019/011PARAGRAPH 7 - PAYMENT7.1 Notwithstanding Sub–Article 7.2 of the main Agreement, payment of account shall be effected

locally in local currency (CAD), on monthly basis within 30 days of receipt of invoices by carrier locally.

7.2 For payment of invoices by the carrier, Handling Company to provide the Account information, including a) Name & Number of the Account, b) Name of Bank and c) Bank Address and other relevant information.

PARAGRAPH 8 - DURATION, MODIFICATION AND TERMINATION 8.1 The contract is to be signed as per IATA SGHA (Annex B), and shall be effective from date

of commencement of services and shall continue in force for a period of three year or until terminated by either party giving 90 days notice in writing to other party in accordance with the Main Agreement. However, in case of discontinuation of carrier’s flight operations, termination will be without such notice.

8.2 Validity of the Annexure B can be extended for 2 years by way of two one year extensions based on station performance review by the carrier’s Headquarter, six months before the expiry of 3 rd and 4th

anniversary of this contract.

8.3 In accordance with Sub-article 11.2 of the main Agreement, any modification shall be in the form of an Annex B as an addendum and agreed and signed by the handling Company and the Carrier’s representative.

PARAGRAPH 9- CONFIDENTIALITY, DATA PROTECTION AND GOVERNING LAWS9.1 The carrier and the Handling Company agree not to reproduce this Annex or to distribute it to

others, in whole or in part, at any time, and permanently to keep confidential all information contained with the Annex (including the Annexures) and all information made available by the Handling Company and the carrier to each other during its negotiation or in the provision of the services.

9.2 In the provision of the services under this agreement the handling Company shall use reasonable measures to prevent the unauthorized disclosure, processing, capture, transmission or use of information relating to identified or identifiable individuals (including customers and employee data) which has been collected by or on behalf of the carrier. The Handling Company agrees not to use such information other than for the purposes of performing the services or as instructed by the carrier.

9.3 In accordance with Article 9 of the Main Agreement, this Annex shall be governed by and interpreted in accordance with the Court of Toronto, Canada, for the resolution of dispute shall be the Courts of Toronto Special Administrative Region.

PARAGRAPH 10 –NOTIFICATION10.1 (i) In accordance Sub-article 11.3 of the Main Agreement, any notice or communication

hereunder shall be given to the respective parties as follows:To Carrier: To Handling Company:

Air India Ltd.




Tender no. GH/COMP/YYZ/2019/011General Manager-Ground HandlingRoom No-423, Airlines House, 113Gurudwara Rakabganj Road, New Delhi, INDIA-110001, Tel: +9111 23422 144,

[email protected]

PARAGRAPH 11 SAFETY STANDARDS11.1 If the Handling Company fails to meet the agreed Carrier’s safety standards or causes any physical

damage to the Carrier’s aircraft, it has to take all measures to correct the safety issues.

11.2 The Handling Company shall share Air India relevant Hazard Log (HIR-SMS) with Air India on quarterly basis.

11.3

11.4 All Handling Company Staff must be trained for operational Safety, DGR handling and duly authorized by Local Aviation/ Airport Operator, for handling the type of DGR goods at check-in counters, acceptance stage in Cargo and at Ramp and the training records to be made available on request. All Handling Company Staff must be trained with all requisite certificates as required by Local Aviation/ Airport Operator including Safety Management System (SMS).

11.4 The Carrier will perform periodic audits to ensure that the handling company complies with all Regulations and AI quality & safety standards. Handling Company will extend necessary cooperation during such periodic audit by AI and other safety and regulatory agencies. Handling Company to provide the requisite information about accident/incident and any event related to compromise in safety, within 12 hours of such incident, to the carrier. An ATR is to be provided to carrier to demonstrate action(s) taken to mitigate any future incident and towards the findings of any safety audits be provided within 7 days of such reporting.

11.5 The Handling Company undertakes that a documented & Operational SMS along with an ERP, with the express commitment of top Management of Handling Company in accordance with sub-article 1.6 & 5.12 of the Main Agreement is in place.

i. All Operational staff is trained on SMS & ERP and is encouraged to identify & report hazards.

ii. Safety Performance is measured through a process of monitoring & verification of the Safety Performance Indicators.

iii. Ground Handling’s Exceptions Reporting Form (ERF) will be signed by Handling Company and AI representative after monitoring the AI flight on monthly basis.

11.6 Handling Company shall comply with any other new safety standards being issued by Air India, Headquarters from time to time in compliance with the regulatory authorities.

PARAGRAPH 12 – DECLARATION12.1 "It is expressly understood and agreed by and between _____________ (Canadian Firm) and Air India Ltd. (the Indian PSU) that Air India Ltd. is entering into this agreement solely on its own behalf and





Tender no. GH/COMP/YYZ/2019/011not on behalf of any other person or entity. In particular it is expressly understood and agreed that the Government of India is not a party to this agreement and has no liabilities, obligations or rights here under. It is expressly understood and agreed that Air India Ltd. is an independent legal entity with power and authority to enter into contracts solely in its own behalf under the applicable laws of India and general principles of Contract Law. ____________expressly agrees, acknowledges and understands that Air India Ltd. is not an agent, representative or delegate of the Government of India. It is further understood and agreed that the Government of India is not and shall not be liable for any acts, omissions, commissions, breaches or other wrongs arising out of the contract. Accordingly ,_____________Ltd. hereby expressly waives, releases and forgoes any and all actions or claims, including cross claims, impleader claims or counter claims against the Government of India arising out of this contract and covenants not to suit the Government of India as to any manner, claim, cause of action or things whatsoever arising of or under this agreement.

PARAGRAPH 13 - SERVICE LEVEL AGREEMENT & INTEGRITY PACT 13.1 The executed Service Level Agreement, to be attached to Annex B as Annexure and will form

integral part of the SGHA.

13.2 The Handling Company agrees to provide the services in accordance with the Services Standards as required by the Carrier.

PARAGRAPH 14 - INTEGRITY PACT14.1 Integrity Pact (IP) to be signed and submitted.

Handling Company Authorized Seal with signature

ANNEX-II

SERVICE LEVEL AGREEMENT

Attachment to Annex B ___________. (The Annex I - Service Requirements & Resource Requirement forms part of this SLA). This SLA is made between the representatives of Air India Limited (The Carrier) and ______________________________ (the Service Provider) at the location YYZ concerning service delivery standards for the Ground Handling (GH) and Cargo Warehouse services contracted between the two parties. This document is being signed to ensure that both parties are able to monitor and maintain high satisfaction level to its clients.

The service elements outlined below are general and are based on prevailing industry standards. They can be extended/reduced or added to as agreed between the parties considering factors such as facilities available, infrastructure, type of aircraft operated etc. at the respective locations.

Preamble: This SLA will enable a quantified monitoring of services and to enable regular review of service standards. The Service Provider is aware that the delivery of service standards shall not compromise safety of procedures.

Performance below Service Levels




Tender no. GH/COMP/YYZ/2019/011The performance below laid down Service standards and levels shall attract penalties. The penalties are specified under 2 parts hereunder. The penalties indicated at para A,B,C of this Annex, shall be independent of parameters & penalties stated in D.

A. Punctuality (On Time Performance ) - Target : 100%

There will be no penalty for GH delay up to 10 min. However, for GH delay above 10 min, the percentage penalty of the handling charges of the flight shall be as under:

Delay Penalty (% of Handling Charge)11-15 min 5%

16-30 min 10%

31-44 min 20%

45 min and above 50%

B. Aircraft Safety - Target : NIL Incident of Safety BreachCriteria – Damage to aircraft by the act of Handling Company employee or the employee of its outsourced agency.Penalty - AI will reserve the right to impose the penalty of up to 100% of handling charges besides the clauses in the main agreement.

C. Security - Target:i. Nil security breaches (airport security directives, airport regulations, document

check, 100% baggage reconciliation, ICAO regulations - Annex17, etc.,) due reasons within the responsibility and control of Handling Company.

Penalty: Reimbursement of fines/fees imposed on Air India.

D. Other Performance Parameters -

I. Documentation

Sr.No

Description Compliance / Target

Penalty for performing below target

1) APIS for all passengers to be sent 100% Reimbursement of fines/fees imposed on Air India by immigration, FRRO authorities, applicable airfare etc. to be reimbursed to Air India in case of deportation.

2) No Passenger Documentation Check error -(Identity, passport, visa)

100%

3) LIR to be complete & signed 100% 100 CAD

4) NOTOC/ Flight plan/WX Chart/NOTAM, wherever generated to be acknowledged & signed by pilot in Command at D-20 and a

100% 100CAD




Tender no. GH/COMP/YYZ/2019/011copy to be retained.

5) No acts of omission and commission by Handling Company employee.

100% Direct revenue loss to Air India due such acts by Handling Company Employee.

6) No mishandling (damage/leftover) 100% Actual compensation payable to the passenger as per published baggage rules will be recovered max. Upto 1300 CAD

II. Check-In

Sr.No.

Service Requirement Target

7) Counter opening ( if no counter is opened at D-4) 4 hrs before STD 99%

8) Passenger check-in processing time + queue waiting time

For F/J class (5 + 0 min) 99%

9) For Y class ( less than 3 + 13 min)

99%




Tender no. GH/COMP/YYZ/2019/011III). Safety / Security

Sr. No.

Activity Requirement / Target

Penalty per flight if not complied (amount in

CAD)

10) Staff working in operational area to be trained in Airside Safety and Safety Management System (SMS)

100% 100

11) Damage to A/c by an act of Handling Company or its Employee of its outsourced Agencies

Nil Incident/ Accident

100% + as per Para 4 of Annex-B.

12) Staff Shortage between 2 to 3 staff No shortage 100

13) Staff Shortage between 4 and beyond No shortage 150

IV). Ramp Handling

Sr.No.

Service Requirement Target Penalty per flight if not complied (amount in CAD)

14) Container/Belt loader 2 container loaders and one belt Loader (from A-15 to D)

100% NA

i. 15) Baggage delivery First baggage on belt to be business class baggage

100% NA

First Economy class baggage 10 min after arrival or as per Airport Standard

100% NA

Last Baggage 40 min of arrival or as per Airport Standard

100% NA

16) Connecting of BME or GPU

A-10 min or within 10 min of request as applicable

99% NA

17) No damaged ULD to be loaded

All serviceable containers to be loaded.

100% 100

18) Proper handling and no damage to ULD

ULD not to be damaged at station with zero failures.

100% Cost of Repair or New ULD

19)

ULD Float message-

1st & 15th of every month, for Pax. and Cargo ULDs.

98% 75

20) Arrival HUM/ AVI/ as per IATA regulations. 100% CAD +




Tender no. GH/COMP/YYZ/2019/011VAL/ DGR acceptance and handling

compensation paid by carrier to consignee

21) Report arrival of damaged ULD to carrier’s local representative

within 60 min of ATA. 100% Cost of local repair of ULD + penalty if any imposed on carrier by SAFA/ Airport Authority.

V). Cabin Cleaning

Sr. No.

Service Requirement/Targets Penalty per flight if not complied (amount in CAD)

22) Nil Discrepancies in quality of cabin cleaning

< 2 cases per month 150

23) Cleaning to be completed as per procedure before

D-70 mts 150

VI). Cargo Handling

Sr.No

Service Requirement Targets

24) Building up ULD’s/Bulk Cargo

D-6 hrs or as per the following acceptance

(a) Final Acceptance for build up instruction 190 mts prior to STD

(b) Export last acceptance 240 mts prior to STD

(c) FFM or Flight finalize within 30% flying time

100%

25) Export Cargo moves out from Cargo Warehouse for Ramp transportation

D-3 hrs 100%

26) DG Export Acceptance 360 mts prior to STD

100%




Tender no. GH/COMP/YYZ/2019/01127) Export docs ready for

transport to flight from warehouse

60 mts prior to STD 100%

28) SCM Message Weekly 100%

29) Building of main deck pallet for export

Within 01 hr 99%

30) Building of lower deck pallet for export

45 mts. 99%

31) Building of Container 30 mts 100%

32) Import Cargo segregation upto 10 MT

04 hrs 100%

33) Import Cargo segregation upto 20 MT

08 hrs 100%

34) Import Cargo segregation Above 20 MT

12 hrs 100%

35) Completion of Formalities for Trans shipment

Within 6 hrs of arrival` 100%

36) Shipment ready for carriage

100% checked 100%

37) Weight and Volume checked of cargo pieces

100% checked 100%

38) Proper Storage of shipment including VAL for both Export and Import Cargo

Shipments are under safe and secure storage

100%

39) Loading of Cargo as per disposition

Shipment to be loaded according disposition and priority list

100%

40) Assignment of shipment to respective ULDs.

100% shipment must be assigned before D-6 hrs

100%

41) Documentation for Export & Import Shipment/ Flights

Shipment must be properly documented

100%

42) Proper Storing, transportation and loading of ULD (including

As per Agreed procedures with Carrier

100%




Tender no. GH/COMP/YYZ/2019/011loading material)

43) Training of Handling staff All staff have proper training as per the IATA guidelines

100% compliance

Note:

(i) All above parameters shall apply only wherever they relate to Handling Company and are within Handling Company’ responsibility & control.

(ii) Handling Company to provide the handling report for certification by the authorized AI representative after each flight.

Signed the Signed the

At At

for and behalf of for and behalf of Air India Ltd.

"the Service Provider" "the Carrier"

by by APM, YYZ, Air India Ltd




Tender no. GH/COMP/YYZ/2019/011ANNEX - III

HANDLING COMPANY PROFILE & TERMS OF EVALUATION

Please furnish following information and other relevant general information pertaining to your Handling Company and its facility and capability for Passenger, Ramp, Flight Ops., Cabin Cleaning and Cargo Warehouse Services at Toronto Pearson International Airport, YYZ covering the following:

Sr. No.

Description Comply / Agree/ Yes

Remarks / Info

1. Name, Address, Contact Telephone number, Fax number, e-mail address etc.

Contact person for this tender with contact address, telephone No, email etc.

2. Brief resume of Handling Company specifying capabilities for providing various Passenger& Ramp handling services to different aircraft at Toronto Airport in particular.

3. Please specify the Ground Handling and Cargo Ware services you are offering from the following in this tender and confirm that you are Authorized/Licensed Handling Agent at Toronto Pearson International Airport for the services with reference.

i) Passenger & Ramp

ii) Flight Operations (Including Weight and Balance)

iii) De-Icing / Anti-Icing Services

iv) Ticketing and Reservations

v) a) Cargo Warehouse Facilities

b) X-ray Screening Facilities

c) ETD Screening

d) Trucking Services

4. Please give brief description of resources held at Toronto Pearson International Airport & the date since when providing handling services at Toronto Pearson International Airport.

a) Manpower (on Company’s pay roll)

i) Managerial

ii) Supervisory

iii) Skilled personnel, (agents)

b) Assets: Offices, workshop facility etc.




Tender no. GH/COMP/YYZ/2019/011Sr. No.


Remarks / Info

c) Number of simultaneous scheduled Passenger wide-bodied flights you can handle at YYZ.

d) Number of flights that you will be required to handle when AI flights are on ground - Please specify Day-wise position giving flight details.

5. Experience as authorized Handling Agent for GH and Cargo Warehouse Services in Toronto Pearson International Airport.

6. Number of scheduled commercial airlines handled at present at Toronto Pearson International Airport (YYZ).

i) Name of Airlines

ii) Services Provided

iii) Type of Aircraft

iv) Type/Name of Logistic Management System

v) Terminal at which services are being provided at YYZ

7. Please provide Handling Company’s approx. financial turnover annually - by way of providing ground handling service at Toronto Pearson International Airport

8. Please confirm that you comply with all requirements under IATA/ICAO/CAA/Aviation Regulatory Authority (local), local laws/rules related with Customs, Health, Safety, Labour, Airports Authority and any other applicable regulations.

9. Please submit the list of GS Equipment available with the handling company at Toronto Pearson International Airport.

10. Please confirm that Resource Requirements and Timelines as per Annex - I are acceptable and will be met.

11. Please confirm that Service Level Agreement (Annex-II) is acceptable and a signed copy is submitted in the technical bid. Non acceptance of SLA may result in technical disqualification of offer.

12. Liability & Indemnity and Standard Termination clause as per article 8 and 11 of IATA SGHA 2013 version must be acceptable to Handling Company. Please confirm.

13. Please confirm lead time to commence all services as indicated in Annex - I, provided the contract is awarded to you.




Tender no. GH/COMP/YYZ/2019/011Sr. No.


Remarks / Info

14. Please confirm that it is acceptable to settle payments locally, by Air India office at Toronto in local currency (CAD).

15. Please confirm is your company is ISAGO certified. If yes, please provide the copy of certificate

16. Please provide following information (Yes/No) about Safety track record of Ground Handling company at Toronto Pearson International Airport, YYZ.

(i) Nil Incident for last 2 years

(ii) Nil Incident for last 5 years

(iii) Nil Incident for last 10 years

17.. Integrity pact and Integrity Pact Program has been signed and submitted.

18. Please confirm that the submitted quote (RFP) will remain valid for six months from the date of offer.

Important note: PLEASE DO NOT QUOTE PRICE IN RESPONSE TO THIS ANNEXURE.

All responses to be signed by Authorized Signatory with company Seal to acknowledge, acceptance and undertaking to providing the updated information.




Tender no. GH/COMP/YYZ/2019/011ANNEX – V

COMMERCIAL OFFER

Your quotation must cover following points:

Quotation for providing comprehensive services as per service requirements listed for respective services and meeting the Resources required/procedures in Annex-I and service standards as in Annexure-II for handling of Air India flights at Toronto Pearson International Airport, Toronto (YYZ) and arrange to handle diversionary flights at BUF. Please note, your quotation must be as in the following format.

1.1.1 Handling Charges and Discount

(i) Flight handling rates (CAD) comprising of Passenger Handling including Load Control, Ramp Handling (including Cabin Cleaning) including all Services, Resources & Service Requirements, Terms, Conditions and Clauses of Annex-I are as follows:

Type of Aircraft Rate Per Transit Rate Per Turnaround

B787-800/900, B777-200LR/ 300ERB747-200/300/400Applicable Taxes Rate %

AmountExclusion/ Additional taxes / tariffs/ levies / royalties etc. (must be listed in this offer) (specify “NIL” if none applicable)

(ii) Frequency discount (Percentage (%)) on Basic Flight Handling Rate (on AI or its subsidiary Airline flights)

Total number of flights in a month

Less than 13 13 to 17 flights 17 to 21 flight 21 and above

% % % %




Tender no. GH/COMP/YYZ/2019/011(iii) Charges for handling Air India Cargo- Import and Export, COMAT &Mail in the

format given below. (Cargo/Mail Handling charges)

Sr. no.

Particulars Type of Cargo Carriage.

Handling Rates / KG in CAD (to be collected from freight forwarder/ consignee)/Airlines

Credit to Carrier / Revenue Sharing

EXPORT CARGO Shipper Airlines

1 Cargo Handling including mail & Courier (including all documentation, processing and Custom clearance)

Cargo (Unitized & Loose)

Courier

Mail

2 Air India COMAT/ GOI Mail – Non-revenue cargo

(including all documentation, processing and Custom clearance)

FOC

3. X-Ray Charges (if any)

Note: Please mention clearly the charges, if any, to be paid by the airlines in Cargo Handling and those to be paid by the shipper directly to the handling company.

4. Any Other Charges to be paid by Airlines. Please describe the services and the charges.

Any other charges to be paid by shipper/consignee/consignor. Please describe the services and charges





IMPORT CARGO Type of Cargo

Shipper Airline Credit to Carrier / Revenue Sharing

1 Cargo Handling including mail & Courier (including all documentation, processing and Custom clearance)

Cargo (Unitized & Loose)

Courier

Mail

2 Air India COMAT/ GOI Mail – Non-revenue cargo

(including all documentation, processing and Custom clearance) FOC

3. X-Ray Charges (if any)

Note: Please mention clearly the charges, if any, to be paid by the airlines in Cargo Handling and those to be paid by the shipper directly to the handling company.

4 Any Other Charges to be paid by shipper. Please describe the services and the charges.

Any Other Charges to be paid by Airlines. Please describe the services and the charges

The above quoted charges in Para 1.1.2(iii) are inclusive of:

Cargo Handling charges for Import Cargo, Courier and Mail.

Cost of plastic sheets (double wrap for rainy days), paper and ULD covers, lashings, Packing tape, rings skids / spreaders and beams etc. used on export cargo.

All taxes, conditions, limitations, restrictions, surcharges, levies, royalties that may be applicable.

All Resource requirement, Procedure, Service levels and Requirements of Annex-I.

Trans shipment handling if no work process is involved and transfer period is less than 5 hrs. between ATA and ATD i.e. Trans shipments involving Tarmac transfer & documentation only.

All Physical and Document Handling of Export/ Import Cargo & Mail

Mail scanning and Capture of MAWB

Any Security fee applicable to cargo handling.




Tender no. GH/COMP/YYZ/2019/011 Data Capture export AWB for CASS, HAWB data Capture.

Import cargo storage for first 72 hrs.

Export cargo storage for 48 hrs.

The list of exclusions, if any, with respect to above quoted charges to be provided

Rate if any for destroying the consignment which is not cleared either by customs or consignee.

(iv) Discount (Percentage (%) on Cargo Handling Rates as mentioned in Para 1.1.1 (iii) on Cargo Tonnage Per month (excluding COMAT)

Net Cargo Tonnage per month

< 200 Tons 201 to 300 tons 301 to 400 tons

PARAGRAPH 2 -ADDITIONAL SERVICES AND CHARGES

List of Services availed additionally and to be on additional charge, in CAD per half an hour of usage per flight

Manpower/Services/Equipment Unit Rates in CADCustomer Agent/ Lead Agent Per HourTerminal Coordinator/ flight Supervisor/Cargo Supervisor

Per Hour

Ramp Agent Per HourSniffer Dog Per FlightAny Other items to be mentionedApplicable Rate for Taxes, Airport Fee/Royalty if to be applied on above rates

Note: Lowest quote shall be calculated based on the total cost to the carrier after taking into account the costs / rate offered in this annexure and applying the discounts offered on the current volumes of flight and estimated Cargo carriage indicated in the tender document.

Handling Company Authorized Seal with signature
