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AIR INDIA LIMITED - HQ

Tender for Passenger, Flight Operations, Ramp& Security Services at Singapore Changi Airport, Singapore

Tender no. GH/COMP/SIN/2019/002TENDER DOCUMENT

Dear Sir,

Sub: Comprehensive Ground Handling Services comprising of Passenger Handling, Flight Operations, Ramp Handling& Security Handling Services at Singapore Changi Airport, Singapore

Air India Limited (AI), solely at its discretion, desires to award Contract for availing “Comprehensive Ground Handling Services” comprising of Passenger Handling, Flight Operations, Ramp Handling & Security Handling Services for Air India and its low cost subsidiary Air India Express flights at Terminal-2, Singapore Changi Airport, Singapore (SIN). Air India invites handling companies authorized by the local Aviation regulator and the Airport authority of Singapore to submit offers in the format provided for handling Air India flights at SIN.

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 Ramp handling & Passenger handling services including Flight Operations services to scheduled commercial airlines operating Narrow Body as well as Wide Body Aircrafts for international flights at Singapore Changi Airport.

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

(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 SIN.

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 to that 'Sealed Offer' must be submitted on or before 30th January 2019 by 1100LT at the address given below:

Country Manager -Singapore,Air India Limited,3 Coleman Street,#03-07/08 Peninsula Shopping CentreSingapore 179804Email: [email protected]

Offers in sealed envelope submitted after the last date and/or with incomplete responses are liable to be rejected.

Acknowledgement and acceptance by Handling company - Handler’s Initials/Stamp…….. of 56



Tender no. GH/COMP/SIN/2019/002For further details and for downloading of Tender documents and guidelines for Integrity Pact, please visit Air India Website: http://www.airindia.in. andhttp://mmd.airindia.co.in/aimmd/tender/IntegrityPact.html. 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.

5. Procedure for Submission of Offers:

(a) Master Envelope : (Containing Envelope 1&2) It may please be noted that, both the offers (Technical offer and Commercial offer) must be put in separate sealed envelope. 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 & IV) This envelope will contain structure of company and capability to provide offered handling service at Terminal-2, Singapore Changi Airport. Handling Company’s response must reply each point mentioned in Annex III. Annex-I, II, III and IV 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-IV Integrity PactOther Document in support of Authorization/permits/ Turnover /

Experience

“No Rates are to be Quoted or Indicated on any of the documents in this Envelope.”

(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.


http://mmd.airindia.co.in/aimmd/tender/Integrity_Pact.html


http://www.airindia.in/



Tender no. GH/COMP/SIN/2019/002

6. Responses received after the due date and incomplete response 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 at any stage without assigning any reasons thereof.

7. Bid Opening process:

(i) Initially, the technical offers (Envelope-1) will be opened, at the address given below on 30th Jan 2019. The parties interested to witness opening of Technical offers may send their representatives for the same.

Country Manager -Singapore,Air India Limited,3 Coleman Street,#03-07/08 Peninsula Shopping CentreSingapore 179804Email: [email protected]

(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.

(iii) Air India, for seeking any clarifications, will Contact 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 KakarDGM, HCA, Ground Handling HQ.Tel: +91 11 23422182, 23422162Email: [email protected]

Mr. R. Srinivasan,Country Manager - SingaporeTel: +65 62205868Email: [email protected]

Air India’s and Air India Express’s (IX) current flight schedule is attached herewith.

Regards,

MANOJ KUMAR KAKAR DGM-HCA, GROUND HANDLING HQ




Tender no. GH/COMP/SIN/2019/002AIR INDIA LTD.




Tender no. GH/COMP/SIN/2019/002Air India Flight Proposes Summer Schedule at SIN

DAYS FLIGHT NO STA/STD A/C SECTOR

1,2,4,6 IX 0684/0683 06:35/10:45 B737 IXM-SIN-IXM

3,5,7 IX 0686/0685 06:35/10:45 B737 CJB-SIN-CJB

1,2,3,4,5,6,7 AI 0380/0381 07:00/08:20 B787 DEL-SIN-DEL

1,2,3,4,5,6,7 AI 0342/0347 07:45/09:00 B787 BOM-SIN-MAA

1,2,3,4,5,6,7 IX 0688/0681 12:25/13:25 B737 MAA-SIN-TRZ

1,2,3,4,5,6,7 AI 0346/0343 18:30/19:45 B787 MAA-SIN-BOM

2,4,6 IX 0484/0483 19:05/20:10 B737 IXM-SIN-IXM

1,3,5,7 IX 0486/0485 20:10/21:10 B737 BLR-SIN-BLR

1,2,3,4,5,6,7 AI 0382/0383 21:45/23:00 A-320 DEL-SIN-DEL

1,2,3,4,5,6,7 IX 0682/0687 23:10/00:10 B737 TRZ-SIN-MAA

Diversionary Airport of Singapore (SIN) -JOHAR BARU /PAYA LEBAR /KULNOTE:

i) The Current Flight Schedules for SIN given above, are subject to change & intimation of the same will be provided with reasonable Notice. AI flights operate from Singapore International Airport.

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

ii) A/C configuration: (Subject to change without notice)

Note: Aircraft type and configuration - subject to change without notice.

The flight handling activities spread out over the day is attached as a separate file (Flight Activity Sheet -Singapore) for reference.


Aircraft type Passengers ULD ConfigurationF J Y Pallets AKE

B747-400 12 26 385 04 20B777-200LR 08 35 195 06 14B777-300ER 04 18 303 08 20B787-800 -- 18 238 04 16A-319 8 114A-320 12 150A-321 12 170B-737 189/186




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 paras, services, terms & conditions as per Annex-I 4 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 Annex I, III and duly signed 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 IV, 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 SIN, 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 SIN and the name of Handling Company.

5 Please confirm that Offer remains valid for 6 months from Tender hosting date.




Tender no. GH/COMP/SIN/2019/002ANNEX - 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.1.2.2 Take 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. (b) passenger services (c)ramp services(d) load control (e) flight operations (h) support services -. (as per carrier Instruction) (i) security (k- ULD inventory) 1.2.4 Maintain the Carrier’s manuals, circulars, and other operational documents connected with the performance of the services. Carrier will provide access to its DMS system for viewing to these manuals.1.2.6Effect payment, on behalf of the Carrier, including but not limited to:(a) airport, customs, police and other charges relating to the services performed.(b) out-of-pocket expenses, accommodation, transport

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.

Over all Supervisor will monitor Arrival activities, Check-in, Boarding




Tender no. GH/COMP/SIN/2019/002Section Service Description

activity, close counters in time and release containers from baggage room for timely closing aircraft holds and ensuring on time departures.

Co-ordination with Ramp TRC for all activities including services of baggage makeup & break up and all Ramp handling activities. Supervise Counter opening and closing, dispatch of first and last F/ J/ Y Class baggage, Baggage reconciliation.

1.3.2 Provide Turnaround Coordinator (TRC)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 representative1.3.6 Meet aircraft upon arrival and liaise with crew.1.3.8Verify dispatch of operational messages and updation of flight manager system1.3.9 Note irregularity and inform the carrierSection 2: Passenger Services

2.1 General

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

The staff must be well groomed smartly dressed, wear readable name Badges and Air India Logo / Insignia. 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.

Air India may choose to provide its own uniform for the staff at appropriate time. Till then the Handling Agent will provide them with their uniforms.

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

2.1.2 Make 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) persons with reduced mobility (PRMs) .(3) VIPs.(4) transit without visa passengers (TWOVs).(5) deportees. which will include:

a) Flight arrangement on Air India or other carrier.b) Assistance to passenger (Meals/telephone/baggage check at

Customs/escort to gate for return flight and other unanticipated incidents).

c) Arrangement of hotel accommodation and security guard as and when necessary.

(b) Arrange for(6) special medical transport (on request and recharge basis)

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 (ADP) 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 no 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 and transfer of passenger to complete





within 2 hrs of disruption declaration)(5) Personnel (additional staff to assist in handling disruptions)

(b) Arrange for(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) (3) transfer counter(s)(4) lounge facilities(5) set up of Carrier specific items, such as but not limited to carpets, mobile signage, queuing control stanchions

(b) Arrange for(6) other facilities (Porter Services within premier Check-in Lounge and Hand Baggage Gauge with inbuilt weighing scale at the start of queue managing point, at check-in counter). 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 & Air India Express 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 must be assisted right from the curb point reception desk (subject to advance intimation of arrival) till check in and later to the lounge and then to the aircraft.

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 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

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. TSA Regulations for ‘NO FLY & SELECTEE’ list to be complied with.)






(1) check-in area(2) Lounge(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 figures

for

(1) initial flight.(2) subsequent flight(s).At following locations:

(i) check-in area(iv) gate(Weighing Scale, Measurement box and arrangement of portable EDC Machine for excess baggage payment)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(3) transfer counter(4) gate( collection of cash or with Hand held POS and Weight Machine provided by Carrier)

2.2.6 Tag

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





At the following locations:(i) check-in area(iii) transfer counter

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

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

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

2.2.8 Effect conveyance of Out of Gauge (OOG) checked baggage to the baggage sorting areaAt the following locations:(a) check-in area 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 must be assisted right from the curb point reception desk (subject to advance intimation of arrival) till check in and later to the lounge and then to the aircraft.

2.2.9Collect airport and/or any other service charges from departing passengers(by cash or digital/electronic means)


(a) check-in area(d) gate

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)

for

(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(3) transfer counter(4) gate

(b) Denied Boarding Compensation (as per advice of Carrier’s representation)At the following locations:(1) Check-in(3) transfer counter

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(c) transfer counter





(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(c) transfer counter(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 GNS 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 mts 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.

Collection of charges pertaining to, excess baggage/ Last minute UPG/NTL (ticket and security charges) cases by Cash/Card.

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. Preparation of flight coupon uplift statement.





2.3Arrival

2.3.2 Direct passengers(a) from aircraft through controlsStaff 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.

(a) Provide(1) acceptance of baggage irregularity reports(2) entering of data into baggage tracing system(3) maintaining baggage tracing system files for21days(6) handling of communications with passengers

(b) Arrange for(4) making payments for incidental expenses(5) delivery of delayed baggage to passengers(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 minutes

Monitor and note number of PIRs raised.Back Office Functions:

One dedicated regular staff to report to Air India





To check RAF (Retrieve AHL File) on a daily basis. To monitor all flights in arrivals for smooth handling and to complete

pre/post flight’s documentations. To help with all admin duties in baggage office and typing letters. Attend phone calls.

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

SINLLAI*/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 (b) other location(s) as specified in Annex B.

3.1.2 Prepare for delivery onto flights(a) bulk baggage(b) ULDs.(c) baggage accepted at a location as specified in Annex B.





3.6

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 Prioritise baggage delivery to claim area.

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.

Loading and Unloading

3.6.1 (a) Provide(c) Operate(1) passenger steps (for pax disembarkation, cleaning staff and/or fueling) (2) flight deck steps

(b) Arrange for(c) Operate(3) Boarding Bridge

i. Jet Bridge to be operated/arranged to be operated and aligned to the Aircraft as per local procedure.

ii. Staff to be at the gate at least 10 minutes prior to ETA of flight.

3.6.2 (a) Provide1. Passenger2. Crew





3.7

Transport between aircraft and airport terminal(s).

3.6.3 (a) Provide(c) OperateEquipment for loading and/or unloading ( All equipment as per para 1.7.2 )

3.6.4 (a) Providedelivery and pick-up of(1) Baggage(2) Mobility devices at aircraft doors or other agreed pointsLiaison 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(4) Mail(5) Documents(6) Company mail between agreed points on the airport

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.

3.6.9 (a) Provide safeguarding of all Loads requiring special handling during(1) loading/unloading(2) transport between aircraft and designated point on the airport

Safety Measures

3.7.2 Perform visual external safety/ground damage inspection of (only visual checks)(a) door and panels and immediate surroundings.(b) Other inspection items as specified in Annex B(1) Immediately upon arrival(2) Immediately prior to departure





3.10

And communicate the results to flight crew or Carrier’s representative

3.7.3 Check that all doors and access panels are properly closed and locked (Limited to cargo hold doors)

Interior Cleaning

3.10.1 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(5) Seats, seat back pockets and passenger service units [limited to seats only](6) Floor [read as vacuum floor]

(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 (clean only; excluding galley)(8) Surfaces in pantries, galleys (sinks, working surfaces, ovens and surrounds) and toilets [excluding ovens and surrounds] (wash basins, bowls, seats, mirrors and surrounds)(9) Remove, as necessary, any contamination caused by airsickness, spilled food or drink and offensive stains

3.10.2 Remove and dispose of(a) litter/waste(b) Food and food-related material(galley waste for B-787 type of aircraft)

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 [only Cabin] with(1) Materials provided by the Carrier

BAGGAGE HANDLING :

Handling procedures for arriving baggage

i. Staff member to be present in Arrival hall while priority baggage 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.

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) Processdocuments 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





4.2

4.3

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.

ZFWT will be calculated and briefed to flight commander by Handling company.

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.

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 responsibility

4.3.2 (a) Providemeteorological documentation and aeronautical information(1) at the airport location as defined in Annex B.

4.3.3 (a) Providedelivery of flight operations related documentation to the aircraft and obtain





signature of the pilot-in-command, on all copies(1) at the airport location

4.3.4 (a) Analyze the operational conditions and prepare(b) Request(c) sign(d) Make 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)(3) en-route

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

(1) at the airport location as (2) at different airport location(s) (at additional charge for other than Airport locations)

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

4.3.7 Provide the crew with briefing.

The handling agency staff to prepare briefing sheet in advance. Briefing of dedicated Supervisor with AI official prior to arrival of flight/joining crew.

To do crew briefing at the time of departure and to liaise with BOM/DEL Operations in case of any difficulty. Flight plan to be generated and handed over to the crew and the fuel figure has to be passed on to load sheet staff and the Ground Engineer including CIC.

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.

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

4.4.4 Direct crews through airport facilities

To meet & assist and escort both incoming & outgoing crew. For outgoing crew, baggage handlers to be provided to deliver crew baggage from Airport Entrance to check-in counter. ( as per local airport procedure)

Section 6 : Support Services

6.2 Automation / Computer System (as per current local practice)

6.2.1 (b) Arrange(c) Operatecomputer hardware and other equipment to enable access to(1) Carrier’s system

6.2.2 Perform the following functions in(a) Carrier’s System(1) Training(3) Passenger service(6) operations, load control

(b) Handling Company’s System(4) Baggage Reconciliation

(c) Other system(5) Baggage Tracing.

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





6.3

6.6

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.

Unit Load Device (ULD) Control6.3.1 (a) Providestorage space for ( sufficient AKEs )(1) passenger ULDs (For LD3 containers)

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

6.3.3 (a) Take physical inventory of ULD stock and maintain records.(b) Compile and dispatch ULD control messages for Pax. ULD’s( Provide daily ULD figures to Air India’s Cargo Warehouse Service provider with copy to airport and station manager and Weekly Inventory is required.)

6.3.4 Prepare ULD exchange control documentation for all transfers of ULDs (Pax. 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 notifythe AIL of such irregularities. (Handling company to notify AIL about damage containers on arrival within 60 minutes)

Surface Transport6.6.1 (a) Provide(1) passengers(2) baggage(3) cargo(4) Post office mail(5) empty ULDsbetween





6.7

(b) airport and other agreed points (Within Airport)

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

7.3

7.4

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(a) Provide(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

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

Catering

7.3.1 (a) Provide(3) security check of catering uplifts.(4) Sealing of food and/or bar trolleys/containers.(5) Physical examination of catering vehicles prior to loading.Sealing of catering vehicles.(For B787 type of aircraft, presently there is no food upliftment from Singapore)

Ramp

7.4.1 (a) Provide control of access of(1) Aircraft





7.5

7.4.2 (a) Provide(1) Searching of(i) Aircraft

(1) Searching of(2) Guarding of(3) Sealing of(c) baggage in the baggage make-up area

7.4.3 (a) ProvideSecurity personnel(1) to safeguard all loads during the transport between aircraft and designated locations.(2) During offloading ad loading of aircraft.

Additional Security Services7.5.1 (a) ProvideAdditional security services (on request and recharge basis)

Vehicle for performance of duties for normal operations shall be provided at no additional cost. For any special request by Carrier will be on chargeable basis.

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 have experience of minimum 1 year in Supervisory and Load Control function capacity respectively.

Sr. No.

Job Description / Location Numbers / Parameters/Staff

1 No of Counters with Check-in agents [F/J} + Y and One floor walker * F and *J pax will be using the Premium Check in lounge, if available)

Aircraft Type F J Y Class

B737 5

A319 1* 4

A320/321 1* 5

B787/747/777 1* 1* 7

2. Counter for excess baggage collection/e-ticketing 01 Excess Baggage




Tender no. GH/COMP/SIN/2019/002Sr. No.

Job Description / Location Numbers / Parameters/Staff

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]

Counter .

3 No. of Transfer Desk Staff to facilitate transfer pax. 01 Staff4 Overall flight Supervision-Liaison with Ramp / Bag-

room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies.

01 Supervisor

5 Handling Company’s load controller to perform Pre-flight Planning, Loading instructions, Trim, Service (coupon) control , closing all ET’s etc. and flight folder.

01 staff

6 Accounting the Correct count of check in passenger, closing all e-tickets and take care of pre and post flight functioning.

01 Flt. service controller/ counter supervisor

7 Departure activity /Boarding Gate (For Transit Count / Departure Count and handling/ counting/ monitoring of UNM/VIP/CIP/WC/YP/Lounge etc.)

04 staff (Diverted after counter closing at D-1)

9 Arrival activity and Customer Area, to assist Passengers

01 staff

10 Back Office Function on daily basis 01 staff per shift basis (total 3 shift a day)

11 Departure Control System (Departure Control System must be handled in AI's System with dedicated staff)

AI’s SITA DCS System

Note:

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

1.2.2 Passenger Service standards:

Sr. no.

Service Requirement Standard

1 Flight briefing to all Agents & staff

D-4 Hrs

2 Opening of Check-in counters 3½ hrs before STD3 Closing of Check-in counters D-1 hrs.4 Open Gate service Counter D-1½ hrs




Tender no. GH/COMP/SIN/2019/002Sr. no.

Service Requirement Standard

5 Boarding gate staff Positioned (along with stationery)

60 minutes prior to boarding

6 Maximum waiting time in queue Premium/ priority class pax – 5 minsEconomy class – 15 mins

7 Maximum check-in process time Premium/ priority class pax- 5 minsEconomy class – 3 mins

8 Boarding to commence 45 mins prior to ETD9 Close all ETs for AI & NO

SHOW comments for AI FlightsBefore closure of flight in check-in system

10 Send Departure Messages D + 3011 Load sheet / PIL/Manifest/Seat

Charts/ LIR to be delivered to Aircraft by Load Controller

D-30

12 Baggage Tracer message by 6 hrs after arrival13 Flight plan/WX charts NOTAM

document to be handed over to captain

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

14 NOTOC to be reached at Aircraft

D-60 Mts

15 Offload GNS (gate no show) Pax baggage.

D-20

16 Boarding to complete D-1517 All Door closed D-10

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

1.3.1 General Miscellaneous Services including Security:

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

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 CAAS and follow laws/rules with the IATA, ICAO,SAFA, Air India, local airport regulator and LBA,




Tender no. GH/COMP/SIN/2019/002regulations and any other Local Civil Aviation Authority/ local / mandatory regulations by DGCA Regulatory Authority.

v. 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 CAAS, 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. Staff to ensure to check for any payment due cases and highlight the PNR well in

advance.iv. Read Out Complete (ROC) for next day and flight.v. To liaise with Limo service provider for Business/ First* class passengers for

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

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

Departure reports etc are sent on a daily basis.xiii. Regular handing over of Revenue documents and other flight documents to Air

India Official.xiv. Check that e-ticket status of floor/ utilized tickets for SIN/DEL is not open, if so

inform Air India Manager.




Tender no. GH/COMP/SIN/2019/002xv. DCS to be updated with any URES / NREC / ID acceptance with a bonafide PNR or

TKT NBR or FIM, reason / authority for acceptance to be updated as PSM or MSG in the PR of the passenger.

xvi. NO SHOW comments if any to be updated in the PNR.xvii. Allpost flight details check and reports to be sent to the Carrier’s Manager.

1.5 Functioning of Officers/ Agents/ Staff:

1.5.1 Passenger Services Supervisor- (Dedicated Supervisor)( Counter Supervisor)

(i) To prepare Flight briefing with relevant Special handling messages on daily basis.(ii) Pre Catering order (iii) Faxing / email information sheet to relevant department.(iv) Handle Delay / Departure / Special Handling messages/ WCHR messages etc. (v) AOS Reports prepared on a daily basis.(vi) Overall flight Supervision (Including Counter/ Ramp/ Boarding gate supervision)

Liaison with Ramp / Bag- room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies.

(vii) Check that cleaners are available to board as soon as the crew clears aircraft for cleaning.

(viii) Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically quick

1.5.2 Dedicated Service Controller:

i. Will brief all check-in Agents thoroughly as per briefing attended with Air India Duty Managers. 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 are 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 do 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 take care of pre-flight & post flight functioning.

viii. Check, account and update any URES / NREC / FIM / ID accepted on IX flights.





1.5.3 Arrival Agent:

i. Proceed to arrival hall and check if Priority Bags taken off belt and kept available for Firstand 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. Note down actual timings for first and last bag and give the same to Ramp-

TRC(Turnaround co-ordinator)/ APM-AI on a daily basis. Do not rely on Airport Authority timings of first and last bags.

v. While in arrival Hall, ensure two arrival staff available at Baggage Hall for passenger assistance.

vi. Monitor and identify hot connections and assist promptly.

1.6 FLIGHT OPERATIONS FUNCTIONS:

i) The handling Agency meets the requirements and has the approval from the Local Authority to carry out the Flight Operations functions.

ii) Functions mentioned in para 1.1 of Annex – I of this tender as per IATA SGHA 2013 are to be performed only by the qualified and experienced staff.

iii) Staff communicating with the crew on RT should be qualified and appropriately licensed.

iv) Staff handling Flight operations functions should be approved for the Flight Dispatch activities and should be well conversant with the following activities/Functions:

a) ICAO ATC flight plan format.b) Filing the flight plan with ATC. c) NOTAMS/MET folder (collecting from local MET/NOTAM

office/down loading from website). Print all relevant documents (by Handling Company only) and present to crew for briefing.

d) R/T Terminology.e) Operational Flight plan to be presented to Capt with other flt docs

and ensure Capt signature is obtained on all copies. f) To fill up the Company Checklist, Weight Sheet, present to Capt

and attach with the office copy for records.

v) The handling Agency should be able to provide Flight Operations Services at the Company Designated Alternates for Singapore Changi Airport. (i.e. Designated Destination Alternates for SIN as mentioned ) in case of diversion.

vi) Air India or Director General of Civil Aviation of India, single or jointly may inspect flight operations facility of the vendor, to confirm the flight operations set up,




Tender no. GH/COMP/SIN/2019/002operational capabilities and qualified manpower to provide flight operations functions.

1.6.1 LOAD CONTROL & FLIGHT PLAN DOCUMENT ( as per Carrier’s centralized loadcontrol if implemented)

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 minutes 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 Loads 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 least 20 minutes prior to ETD.

vii. Post flight messages to be dispatched 30 minutes 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 Ramp Handling is the most important part of Ground Handling Services and safe operations of flights greatly depends 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 A – 10 minutes and


mailto:[email protected]



Tender no. GH/COMP/SIN/2019/002required 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 & Trolleys, Eight (08) Wheel Chocks, Six (06) Safety cones, Step ladder at L-5)

Stairs, GPU/ACU/ASU as and when required

D – 60

2 Baggage Delivery (on the Belt)a) First Bag : First / Executive Class A + 12 minutes or as

per CAG standardb) Last Bag : First / Executive Class A + 20 minutes or as

per CAG standardc) First Bag : Economy Class A + 12 minutes or as

per CAG standardd) Last Bag : Economy Class A + 40 minutes or as

per CAG standard3 Last Baggage release from baggage make up D-50 minutes4 Loading on A/C to be complete and holds closed. D-15 minutes.5 All arriving cargo from Aircraft to cargo warehouse A + 60 minutes.6 All departing cargo to be available on allocated aircraft

parking stand D -60 minutes.

7 All doors closed D-10 minutes8 Staff to be at the gate/ bay A-10 minutes9 TRC to ensure that Aerobridge is ready for docking to

aircraftA-10 minutes

Notation: A – ETA, D- ETD

1.8 SECURITY REQUIREMENT 1.8.1 SECURITY MAN POWER REQUIREMENT(Per flight)

POST No. of

Personnel

No. of Hrs per person (approx)

Total no. of man-hours (approx)

Security Supervisor 01 01 01

Security profiling and document checks at Gate Hold Room Entry point

01 01 01




Tender no. GH/COMP/SIN/2019/002Guarding of check in baggage at Baggage Sorting Area (make up area)

01 03 03

Escorting of Check-in baggage 01 01 01

Flight In-charge (FIC)-Senior most of the 03 security staff deployed for aircraft security deployed at Door 2 – to conduct Boarding Pass checks / Access Control / Anti-sabotage checks / onboard surveillance inside aircraft cabin / tally last updated Baggage Manifest with last updated SDD printout

01 01 01

Door 2 - Access control to Apron (APD requirement)

01 01 01

Bulk hold checks of arrival aircraft, supervision of baggage loading, surveillance and monitoring of tech crew, challenge procedures, under the aircraft at the shipside.

01+ 01* 01 + 01* 01 + 01*

Cargo Security - Screening, Guarding and Escorting.

02 02 04

Screening of Courier bags(on request) 01 01 01

Screening of Mail bags(on request) 01 01 01

Catering Security - Checking and escorting 01 03 03

Escorting of Inadmissible passengers (NTL) as per APD requirement. (on request)

01 01 per 03 pax

01

Channel B - for checking heavy hand baggage (on request)

01 02 02

Escorting of Valuable Cargo (when required) 01 01 01

Escorting of Firearms/Ammunition/ DG in Passenger

Baggage as per APD requirement (on request)

01 01 01

* One more for NB Aircraft

Indicative Total Manhours Per Flight:

Security Supervisor - 01 Manhours

Security Officer - 15 + 01* Manhours




Tender no. GH/COMP/SIN/2019/002* One extra manhour for NB Aircraft

Note: The deployed hours for turnaround flight will change based on the flight schedule, counter opening, use of manpower for catering and cargo escort for multiple flights together, actual ground time of the flight and manpower deployed.

1.8.2 SERVICE STANDARDa) Ensure safety, security and compliance of all the applicable regulatory requirements

(APD/CAAS/DGCA/ BCAS/TSA/EU) for Air India and Air India Express flights at Singapore Changi Airport.

b) Monitoring loading of checked-in Baggage in the Baggage Sorting Area (BSA) and oversee the functions of baggage reconciliation / matching either manually as per the procedure or computerized, as performed by GH Baggage Unit (BU), to prevent and detect the introduction or carriage of unauthorized baggage on board the departure aircraft.

c) Ensure all the interline baggage have been matched / accounted for and X-ray screened by the GH Baggage Unit as per the procedure or alternatively arrange positive identification of the same by passengers prior to carriage on board our flights.

d) Escort, baggage, catering/cabin uplift etc. to and from aircraft to prevent unauthorized introduction or removal.

e) Assist Air India / Air India Express in observance and enforcement of established rules and regulations within the organization, or any new procedures, which may be considered necessary by Air India Management.

f) Process and investigate complaints involving theft and pilferage of Air India's/Air India Express’s property including property of others entrusted to Air India/Air India Express and maintain well organized records of such complaints and their disposition.

g) Assist and co-operate with Air India / Air India Express or any law enforcement agency at the airport in carrying out dummy checks and examinations to ensure the alertness of the security staff involved in the operation of the flight.

h) Necessary arrangement for movement of your staff in performance of their duty will be made by the handling agency by providing suitable vehicle for the total duration of the flight.

i) Please ensure that all the security staff provided for security to Air India/AIr India Express are well trained and are meeting the requirements and security standard/levels/guidelines of the Local Authorities / Appropriate Authority (APD), in all respects.

j) A dedicated team of Security staff / personnel must be readily available to give security coverage to the flights well in time at the allocated location, as per flight schedule times and stipulated requirement/s.

k) All the staff must be in proper uniform and smartly dressed while on duty.l) The Security Team should have prescribed educational qualifications and physical

qualities as per local Government / regulatory requirementsm) During the Contract Period Air India/Air India Express needs to have a dedicated

security team of permanent employees of your company for handling all the security




Tender no. GH/COMP/SIN/2019/002functions for Air India/Air India Express and they must be duly vetted/cleared through the Local Police Authorities.

n) All the handling agency staff must comply with the security requirements and procedures of Air India and local regulatory authority/authorities.

o) Security Staff deployed to handle the security functions for AI and IX flights at Singapore Changi Airport must :-

i) be on the permanent payroll of the company.ii) possess valid AVSEC license / certification from the appropriate authority

(APD)iii) be experienced, familiar and well conversant with the security

requirements/measures and updated SOP's for AI & IX flights.iv) possess at least six months of continuous operational aviation security

experience / service in the GHA as a permanent employee.v) not be an ‘On the Job Trainee (OJT)’ or intern.vi) be trained in or proficient in reading and understanding the SITA Baggage

Flight Progress / Reconciliation Report and DCS Check-in data (SDD) output.vii) be capable of verifying – (a) the total number of checked-in baggage pieces

loaded on the flight as per the SITA Baggage Flight Progress Report / Reconciliation Report generated by GH Baggage Unit (BU), (b) tally with the total no. of checked-in baggage pieces mentioned in the last updated SDD output of the DCS and (c) that 100 % Baggage Reconciliation / Positive Passenger Baggage Match (PPBM), including the carriage of authorized Interline / RUSH / Transit Crew hold baggage, has been conducted, recorded and duly signed by the concerned GH Baggage Unit (BU) representative, before the flight is released for departure.

viii) be deployed per function, per flight, without any overlapping or sharing of the security function/s by the same staff, especially during simultaneous flight operations.

ix) present the duly filled-in/completed and signed Aviation Security Services Rendered-cum-Billing Form to AI Security Manager/Airport Manager, immediately after the departure of each flight (to be done by the FIC).

1.9 Security Procedures:

1. Procedure for Passenger and Baggage Security handlinga) Profiling of passengers before check-in.b) Baggage Reconciliation of registered baggage.c) Surveillance in baggage Make Up and baggage delivery areas.d) Security escort for arrival and departure baggage.




Tender no. GH/COMP/SIN/2019/002e) Screening and matching of interline and mishandled baggage if required.f) Secondary frisking of passenger and screening/physical check of their hand

baggage before boarding of the flight.g) Line control at Counters and Boarding gate.h) Checking validity of travel documents at the boarding gate prior to passenger

boarding.

2. Procedure for Security of Cargo and Postal mail bagsa) X-Ray screening/physical inspection/ETD/ EVD checks for export cargo.

Guarding of Cargo and mail on round the clock basis in cargo warehouse, if required.

b) Escorting of departure and arrival cargo/mail between cargo warehouse and A/C.

3. Procedure for Security of Catering Uplift

a) Security Checks of meal uplift in the flight kitchen.b) Sealing of meal carts/ trolleys, cabinet and other uplift.c) Security Check of the hi-lift trucks.d) Surveillance over loading of hi-lift then sealing and escort to the Aircraft.e) Surveillance during loading of cabin and catering uplifts into A/C.

4. Procedure for Aircraft Security:-

a) Access control of aircraft while on ground and applicable security checks of authorized on-duty ground staff and material carried by them before entry/exit to and from the aircraft, maintaining the Aircraft Record Book, Catering / Cargo / Mails / Courier / BSA / Security Reports / SITA BRS Report and SDD copy / General Declaration (GD) copy bearing the signatures of the joining Crew / record of offloaded pax and/or baggage (PDD) etc., if any, before the flight is released for departure.

b) Cabin search of the aircraft for pax left behind and/or not to be items followed by anti-sabotage check (cabin sweep), as per regulatory requirements and guidelines.

c) Security search of arrival / departure aircraft holds to remove any left behind baggage or unauthorized / not to be items onboard the departure flight, maintaining surveillance over all activities, movement of staff/tech crew under the aircraft (shipside/ramp) and maintaining relevant documentation/ record in respect thereof.

1.10 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.

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




Tender no. GH/COMP/SIN/2019/0021.12 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.

1.13 The Ground time will be as per the schedule but in case of delayed arrival the Ground time will be reduced to 1 Hour.

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

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

1.16 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.

1.17 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.

1.18 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.

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

1.20 Lead-Time – GH company to confirm lead time to take over the Handling of Carriers flights at SIN.

1.21 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.

1.22 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.

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

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

2.1 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. For delay beyond 3 hours, the actual manpower used for




Tender no. GH/COMP/SIN/2019/002Ground Handling Services will be charged as per man-hour rate for every 30 minutes 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

3.1 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 INDEMNITY

4.1 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: Singapore Changi Airport and for assistance / handling at diversionary Airports will be JOHAR BARU /PAYA LEBAR /KUL.

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.




Tender no. GH/COMP/SIN/2019/0025.5 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, Singapore 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.

5.9 The Ground Handling agencies should have the approval from the local Civil Aviation Authority and the Flight Dispatchers engaged shall meet the qualification and experience requirements as contained in ICAO Annex 1. DGCA may inspect such flight dispatch facility to confirm that they have and continue to maintain the operational capability and manpower to provide flight dispatch services.

5.10 If required, Air India Operations Central Training Establishment-Mumbai/Hyderabad shall carry out the initial training of specific aircraft performance of approved Flight Dispatchers at Mumbai or Hyderabad. Thereafter these trained/approved Flight Dispatchers need to undergo Annual Recurrent Training once in a year to keep their recency current. It is the responsibility of Handling Company to depute sufficient number of Flight Dispatchers to undertake the initial training & Annual Recurrent Training at Mumbai or Hyderabad at their own cost. The appropriate duration and schedule of such training shall be intimated time to time in advance.

PARAGRAPH 6. TRANSFER OF SERVICES

6.1 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.

PARAGRAPH 7 - PAYMENT




Tender no. GH/COMP/SIN/2019/0027.1 Notwithstanding Sub–Article 7.2 of the main Agreement, payment of account shall be

effected locally in local currency (SGD), 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 In accordance with Article 11 of the Main Agreement, this SGHA shall be effective from date__________ and shall continue in force for a period of three year.

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 3rd 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.

8.4 Notwithstanding sub article 11.4, any termination by either Party will be governed by giving90 days’ prior notice in writing to the other Party. However, in case of discontinuation of carrier’s flight operations, termination will be without such notice.

PARAGRAPH 9- CONFIDENTIALITY, DATA PROTECTION AND GOVERNING LAWS

9.1 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 Singapore, SIN, for the resolution of dispute shall be the Courts of Singapore Special Administrative Region.

PARAGRAPH 10 –NOTIFICATION

10.1 (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:




Tender no. GH/COMP/SIN/2019/002To Carrier: To Handling Company:Air India Ltd.Executive Director-Ground HandlingRoom No-423, Airlines House, 113Gurudwara Rakabganj Road, New Delhi, INDIA-110001, Tel: +9111 23422 144, [email protected]

Air India Express LtdChief of Airport Services2nd Floor, Airlines Offices Building,Cochin International Airport,Nedumbassery, Kerala, India 683111, Tel +91484 2610087,[email protected]

PARAGRAPH 11 CORRECTION OF FAILURE OF SAFETY STANDARDS

11.1 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, the Carrier reserves the right to:(a) Request renegotiations of the agreed basic handling charges shown in this Annex B1.0,

or

(b) Terminate this Annex B1.0.

11.2 The Handling Company shall share their Hazard Log (HIR-SMS) with Carrier on quarterly basis.

11.3

11.4 All Handling Company Staff must be trained for Safety, DGR handling and duly authorized by Local Aviation/ Airport Operator, for handling the type of DGR goods at check-in counters 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 standards. Handling Company will extend necessary cooperation during periodic audit by the safety and regulatory agencies. Handling Company to provide the requisite information about 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.




Tender no. GH/COMP/SIN/2019/00211.5 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 are trained on SMS & ERP and are encouraged to identify & report hazards.

ii. Safety Performance are 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.

PARAGRAPH 12 – DECLARATION

12.1 "It is expressly understood and agreed by and between _____________. (Singapore Firm) and Air India Ltd. (the Indian PSU) that Air India Ltd. is entering into this agreement solely on its own behalf and not 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 PACT

14.1 Integrity Pact (IP) to be signed and submitted. The IP document can be downloaded from the link given below:


Handling Company Authorized Seal with signature





Tender no. GH/COMP/SIN/2019/002ANNEX-II

SERVICE LEVEL AGREEMENT

Attachment to Annex B ___________. (The Annex I -Regarding 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 SIN concerning service delivery standards for the Ground Handling (GH) 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

The 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 05 minutes. However, for GH delay above 05 minutes, the percentage penalty of the handling charges of the flight shall be as under:

Delay Penalty(% of Handling Charge)06-10 minutes 10%

11-15 minutes 15%

16-30 minutes 25%

31-44 minutes 35%

45 minutes and above 50%

B. Aircraft Safety - Target : NIL Incident of Safety Breach

Criteria – 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.

ii. The Security Agency will be responsible for any fine penalty paid by Air India for non compliance of the directives issued by the DFT (Regulatory Authorities) and the same will be reimbursed to Air India by the Security Agency on production of documentary evidence.

iii. Positional Deployment of staff as per Agreement……. 100%.

iv. Deployment of Manpower for all services(Pax, Ramp, Security etc) lesser than indicated in the Annex II (Resource Procedures) will attract penalty as follows:

Shortage of up to 2 staff SGD 200 per flight

Shortage of more than 2 staff SGD 400 per flight

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% 200 SGD

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

100% 300 SGD

5) No acts of omission and commission by Handling

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




Tender no. GH/COMP/SIN/2019/002Company employee. Company Employee.

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

II. Check-In

Sr.

No.

Service Requirement / Target Penalty (SGD)

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

For F/J class (5 + 0 mins) SGD 300

8) For Y class ( less than 3 + 13 minutes)

SGD 300

III). Safety / Security

Sr. No.

Activity Requirement / Target

Penalty per flight if not complied (amount in

Dollar, SGD)

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

100% 500

10) 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.

11) Staff Shortage between 2 to 3 staff No shortage 250

12) Staff Shortage between 4 and beyond No shortage 500

IV). Ramp Handling

Sr.No.

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

i. 13) Baggage delivery First baggage on belt to be business class baggage

150

First Economy class baggage 150




Tender no. GH/COMP/SIN/2019/00210 mins after arrival

Last Baggage 40 min of arrival 150

14) Connecting of BME or GPU

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

150

15) No damaged ULD to be loaded

All serviceable containers to be loaded.

500 (per incident)

16) Proper handling and no damage to ULD

ULD not to be damaged at station with zero failures.

Cost of ULD

17) ULD Float message- 1st & 15th of every month, only for Pax. ULDs.

100% 150

18) Arrival HUM/ AVI/ VAL/ DGR

To be moved from arrival bay/ ramp within 10 min after offloading

SGD 500 + compensation paid by carrier to

consignee

19) Report arrival of damaged ULD to carrier’s local representative within 60 minutes of ATA.

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

Note:

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

(ii) Repeated non compliance of Norms levied with penalty of 10% of Handling charge for affected flight.

(iii) In case of shortage of Manpower, deduction of payment for the short manpower supplied based on the applicable man hour rate apart from the Penalty in Sr. No. 12 & 13 of SLA.

(iv)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, SIN, Air India Ltd.





ANNEX - 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, Flight Ops, Ramp & Security Services, at Singapore International Airport, SIN 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 handling services to different aircraft at Singapore Airport in particular.

3. Please specify the Ground Handling services you are offering from the following in this tender and confirm that you have requisite authorization for Handling of flights at Terminal-2, Singapore Changi Airport for the services with reference.

i) Passenger & Rampii) Flight Operations (Including Weight and Balance)iii) Ticketing and Reservationsiv) Security4. Please give brief description of resources held at Singapore

International Airport & the date since when providing handling services at Singapore Changi Airport.

a) Manpower (on Company’s pay roll)i) Managerialii) Supervisoryiii) Skilled personnel, (agents)b) Assets:Offices, workshop facility etc.c) Number of simultaneous scheduled Passenger wide-bodied

flights you can handle at SIN.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 in Singapore International Airport.

6. Number of scheduled commercial airlines handled at present at




Tender no. GH/COMP/SIN/2019/002Sr. No.

Description Comply / Agree/ Yes

Remarks / Info

Singapore International Airport (SIN).i) Name of Airlinesii) Services Providediii) Type of Aircraftiv) Terminal at which services are being provided at SIN

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

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

9. Please confirm that resources, procedures and service as per Annex I and the Services standard as per Service Level Agreement (Annex-II) will be met.

10. Please confirm that the handling company accept the limit of liability as USD 1.5 million per aircraft incident for all type of aircraft.

11. Indemnity clause as per article 8 of IATA SGHA 2013 version must be acceptable to Handling Company. Please confirm.

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

13. Please confirm that it is acceptable to settle payments locally, by Air India office at SIN in local currency.

14. The Handling Company will be eligible for further Technical Evaluation if it obtains minimum 11 points in the “Requirement Grading in the table at Para 16 below. The commercial offer of only technically suitable parties will be opened.

14. Integrity pact and Integrity Pact Program has been signed and submitted:http://mmd.airindia.co.in/aimmd/tender/Integrity_Pact.html

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

16 EVALUATION / QUALIFYING CRITERIAIn order to qualify for further evaluation of offers the Handling Company must meet following criteria.





Tender no. GH/COMP/SIN/2019/002A. Must have provided Passenger & Ramp Handling Services to minimum 400 flights during the

last one year out of which minimum of 150 should have been Wide Body scheduled passenger flights.

B.Must agree to the provisioning of Ground Handling Services and all terms of Annex I.

C. Score a minimum of 11 points in the table below:Sr. no.

Parameter Points Party’s response

i) Number of years in the business of providing Ground Handling services for scheduled commercial Passenger flights in SIN.Less than 2 years. 02 to 5 years 16 to 9 years 310 years & above 5

ii) Number of airports, in Singapore where you have Ground Handling services set up for passenger flight handling.One airport 12 to 5 airports 26 to 9 airports 310 airports & above 5

iii) Total number of scheduled client airlines (Passenger flights) to which you are providing Ground Handling services (for wide body aircraft) at the airports of your operation, in SIN.Less than 03 003 to 05 106 to 12 213 to 25 325 or more 4

iv) Maximum numbers of flights handled by Handling company during the last year (2018) at Singapore International Airport (SIN).400 – 1000 flts. 11001 -3000 flts. 23001 -5000 flts. 35001 & above 4

v) Number of scheduled Passenger flights (Wide Body) handled at the same time (bunching of flights) at Singapore international Airport (SIN) on any given/ Peak day of the week.Less than 02 flights 002 – 04 flights 105 - 09 flights 210 - 15 flights 3




Tender no. GH/COMP/SIN/2019/002Sr. no.

Parameter Points Party’s response

15 & above 4vi) Safety Track Record-Nil Ground Incident at Singapore International Airport.

Nil Incident for last 2 years 1Nil Incident for last 5 years 2Nil Incident for last 10 years 3

vii) The Annual Turnover in Ground Handling Business at Singapore in SGD.less than 5 million 05 to 10 millions 1More than 10 upto 20 millions 2Above 20 millions 3

viii) Is Service Provider ISAGO certified for providing Ground Handling Services at Singapore International Airport, Singapore?Yes 2No 0

ix) No of Star Alliance Airlines handled (Indicate Airlines Names) by Service provider at SIN.Nil Airlines 001-03 Airlines 104-06 Airlines 27 or More Airlines 3

x) Is Service Provider providing Ground handling services to B 787as Scheduled Commercial Airlines at SIN.Yes 2No 0

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 provide the updated information.





ANNEX – 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 Singapore Changi Airport, Singapore(SIN) and arrange to handle diversionary flights at JOHAR BARU /PAYA LEBAR /KUL. Two Separate SGHAs will be signed for Air India Ltd.(AI) and Air India Charters Ltd (IX){Air India Express (IX)}.Please note, your quotation must be in the form of Annex B below, simplified version of IATA SGHA January 2013, with the rates as in the following format.

1.1.1 Handling Charges and Discount

(i) Comprehensive Flight handling rates (Singapore Dollar) comprising of Passenger Handling, Ramp Handling (including Cabin Cleaning), Flight Dispatch & Provisions of Counters/rentals including all Services, Resources & Service Requirements, Terms, Conditions and Clauses of Annex-I for Air India Flights are as follows:

Flight Handling Rates Type of Aircraft Per Transit Per TurnaroundB787-800/900/B777-200LRB777-300ERB747-200/300/400A-321/320 /319Applicable Rate for Taxes, Airport Fee/Royalty if to be applied on above rates

(ii) Comprehensive Flight handling rates (Singapore Dollar) comprising of Passenger Handling, Ramp Handling(including Cabin Cleaning), Flight Dispatch & Provisions of Counters/rentals including all Services, Resources & Service Requirements, Terms, Conditions and Clauses of Annex-I for Air India Express flights are as follows:

Flight Handling Rates Type of Aircraft Per Transit Per TurnaroundB - 737Applicable Rate for Taxes, Airport Fee/Royalty if to be applied on above rates




Tender no. GH/COMP/SIN/2019/002(iii) Security Manpower Charges on per manhour basis for Security Services

Manpower Unit Rates in SGDSecurity Supervisor / Security Agents Per HourApplicable Rate for Taxes, Airport Fee/Royalty if to be applied on above rates

List of exclusions, if any on above quoted rated (in case no exclusions - indicate as NIL). Specify exclusion that you intend to charge over and above the rates indicated above.

(iv) Frequency discount (Percentage (%)) on Basic Flight Handling Rate (on AI or its subsidiary Airline flights i.e. AI Express )

Total number of flights (AI & AI Express) in a month

201 to 220 flights 221 to 240 flights 241 to 250 flight 251 and above

% % % %

PARAGRAPH 2 -ADDITIONAL SERVICES AND CHARGES

List of Services availed additionally and to be on additional charge, in Singapore Dollar (SGD) per half an hour of usage per flight

Manpower/Services/Equipment Unit Rates in SGDCustomer Agent/ Lead Agent Per HourTerminal Coordinator/ Flight Supervisor Per HourRamp Agent Per Hour*Section 4.1.2 (1) (Load Control performed by the Handling Company )

Per flight

Applicable Rate for Taxes, Airport Fee/Royalty if to be applied on above rates

*Load control will be performed by the Handling company till the implementation of Air India’s CLC.Note: Lowest quote shall be calculated based on the total cost to the carrier (AI and its subsidiary i.e. AI Express) after taking into account Handling rates quoted at para 1.1.1(i), para 1.1.1(ii) above at current volume of flight operations, manpower rates quoted at para 1.1.1(iii) above at security manpower requirements and applying discount offered at para 1.1.1(iv) above on the current volume of operations as per Annex-I and other charges at para 2 above, if any, applicable to Air India and AI Express flights.




Tender no. GH/COMP/SIN/2019/002Handling Company Authorized Seal with signature


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