STANDARD GROUND HANDLING AGREEMENT - Swissport

STANDARDGROUND HANDLINGAGREEMENTFROM LANDINGTO TAKE OFF: WE CARE!EDITION 2015IATA SGHA 2013 2008 2004

SWISSPORT’S CORE VALUESSwissport is a people-focused organisation – without ourpeople we simply cannot meet our goals and achieve ourvision. As such, we focus on the principles of sustainabilityand compliance, living by the “Three Ps”:PEOPLEPROFESSIONALISMPARTNERSHIP

Swissport ProfileA Word from IATA310Tips and ToolsContracting ChecklistAircraft Types & LiabilityStandard IATA Delay Codes (AHM730)111315Introduction / Tips and ToolsIntroductionDefinitionsMain Agreement 2226Annex A (description of services)42Annex(es) B (location(s), agreed services and charges) 76Annex B – Simplified Procedure 81SGHA 2013Standard Ground Handling Agreement 2013Definitions Main Agreement8892Annex A – Ground Handling Services106Annex B 141Annex B – Simplified Procedure 146Annex B – Simplified Procedure for Line Maintenance 151SGHA 2008Standard Ground Handling Agreement 2008Definitions Main Agreement160162Annex A – Ground Handling ServicesAnnex B – Simplified Procedure 174205SGHA 2013/2008/2004SGHA 2004Standard Ground Handling Agreement 2004

LEADING AIRPORTAND AVIATIONSERVICE PROVIDERIN TERMS OFRELIABILITYWWW.SWISSPORT.COM

3Swissport Facts & FiguresWho is Swissport?Swissport International is the leading global airport and aviationservice provider in terms of quality, reliability, safety, innovationand network coverage.Offering a comprehensive range of services, Swissport is able toprovide an “all-inclusive” service package in addition to managing integrated collaboration models.– Ground Handling– Cargo Services– Executive Aviation– Fuelling Services– Aircraft Maintenance– Aviation Security– Travel ServicesRevenue (not normalised)CHF 3.0 billionCountries 48Employees 60,000Flights handled (movements) 3.9 millionCargo handled (tons) 4.1 millionWarehouses 120Airports served 270Customer airlines 700Passengers handled (departures) 229 millionThe Swissport MissionTo provide the aviation industry with consistent and tailor-madesolutions around the globe, for a better customer experience.Our core values:People: We show respect towards our people and their values;we do not compromise on safety and work with enthusiasmand enjoyment.Professionalism: We are pioneers; working constantly onachieving sustainable results, we creatively explore new optionsand improved solutions.Partnership: Continually striving to exceed the expectations ofour clients and our commitments, we deliver excellent service;in any place at any time.SGHA 2013/2008/2004Introduction / Tips and ToolsSwissport Profile

4Swissport ProfileBusiness policySwissport is recognized as the benchmark in terms of value formoney, customer dedication, and cost management. The company has established a global reputation for being a valued businesspartner, not only because of its financial resources and modernground support equipment, but also due to its intangible assets,particularly management expertise and a brand name that standsfor superior quality.Achievements & Product ImprovementsMore than 40 years of experience in Ground HandlingBest Cargo Handler of the Year 2014Award winner 2000 – 2012 “Global Aviation Ground ServicesCompany”Air Cargo Handling Agent of the Year 2009 – 2014African Cargo Handler of the “Year 2011/2013/2015 ”ISAGO Certification certified by IATAGlobal Management System ISO 9001 certified (by SGS)Transparent Customer Quality Performance (web based)Cargo 2000 CompliantFull integrated Aviation Security Services– S-PASS (Swissport Passenger Assessment Security Solution)High level of efficiency by user-friendly state-of-the-art ITApplications and infrastructures:– Own Cargo Handling System “Cargospot”– Hand-Held Terminals (HHT) in Ground Handlingand Cargo Business– Web-Check-in Platform (e-Services)– Mobile Offices (with WLAN equipped cars)– Graphical User Interfaces (GUI) and CLFSwissport Customer Benefits– Strong business fundamentals, with competitive pricing– Innovation and Flexibility with top reliability and highquality levels– Responsive and Direct Organization Structures– Global leverage through Global Account Management– Continuous growth in market share and diversificationinto Airport-Related Services– Hub Management, Outsourcing Solutions and FrameAgreements– Extensive Knowledge in Low Cost and no-frill Productsand Services– Customer Relationship ManagementSGHA 2013/2008/2004

5Swissport servicesGround HandlingThe award-winning Swissport Ground Handling business currently provides passenger and ramp handling at over 197 stationsworldwide and serves in excess of 229 million passengers perannum. Today, Swissport is recognised as the biggest independent global ground services provider with the largest number ofhub and LCC base operations globally.ServicesPassenger & Ramp ServicesBaggage ServicesTicketing ServicesLost & Found ServicesLounge OperationsVIP ServicesGate & Check-in ServicesIrregularity HandlingStation Management & ControlLoad ControlCrew AdministrationDe-icingCargoSwissport is the world’s leading Cargo Services provider, offeringaward-winning Cargo Handling at more than 110 airports worldwide, and handling in excess of 4.1 million tones annually. Thecargo organisation is set up to allow global, regional and localrepresentation at both sales and operational levels through itsCustomer Relationship Management (CRM) process, designed toimprove the customer experience. Swissport Cargo is in the process of rolling out new technologies to improve the operationalcapabilities and allow the customer to experience cost savingsSGHA 2013/2008/2004Introduction / Tips and ToolsSwissport Profile

6Swissport Profilethroughout the contract period and have linked this process toCargo 2000 (C2K) measurements across our network.Our size and scope allows Customers to manage multiple operations through a single point of contact, one common ServiceLevel Agreement (SLA), and one invoice if necessary, savingadministration costs.ServicesFreight Handling (On/Off Airport)Mail HandlingDocument Handling(Import/Export)Integrator HandlingCargo Handling in a Third-PartyFacilityFreighter Ramp Services/TransportationOutsourced Hub Operationsand ManagementNetwork Handling Services(Off-Line)Call Centre and AirlineCustomer ServicesTrucking ServicesWarehousinge-Freight ServicesExecutive AviationSwissport Executive Aviation (SEA) & PrivatPort provide exclusive ground handling services to the international community ofoperators and executives who utilise private or corporate jets inup to 80 stations worldwide.ServicesPersonalised Service Delivery 24/7Fast Turnaround TimesPassenger & Crew AssistanceCustoms & Immigration AssistancePassenger & Crew AssistanceTraffic Rights & Landing PermitsSGHA 2013/2008/2004

7Flight Planning & Weather –NOTAMsAirport & Runway SlotCo-OrdinationAircraft Charter ReservationChange Aircraft Charter ReservationCatering ArrangementsHotel & Restaurant ReservationsLimousine & Car RentalFueling ArrangementsFuellingSwissport Fuelling Services is an international company that provides high quality, independent aviation fuel handling on behalfof airlines, airports and fuel suppliers. We provide a full servicesolution in regard to our clients’ fueling needs including both onand off airport fuel storage and distribution systems.ServicesInto-Plane FuellingMaintenance & Operationof Tank FarmsMaintenance & Operationof Fuel DistributionSystems & PipelinesLaboratory Fuel TestingGround Support Equipment FuellingGround Support EquipmentMaintenanceFuel System Project MaintenanceRental Car Fuel Facility ManagementTechnical Audits & InspectionsCathodic Protection SurveysSGHA 2013/2008/2004Introduction / Tips and ToolsSwissport Profile

8Swissport ProfileAviation SecurityServicesDocument VerificationAccess ControlPassenger ScreeningAircraft SecurityService Cargo and Baggage ScreeningIntegrated SecuritySwissport Aviation Security provides security services for around40 customers in over 10 countries worldwide. The team workingwithin the organisation is highly trained in both security andvulnerability assessments, providing complete solutions for ourcustomers. Swissport Aviation Security customers have theflexibility to choose the solution fit for them; be it on a local ora global level, the Checkport entities guarantee full flexibility forthe procurement of security services. Our services and expertisein this specialised field are based on more than 20 years’ experience within Aviation Security with a clear focus on and commitment to quality solutions and integrated products for yourconvenience. Working with a company like Swissport allows ourclients to purchase security services via Ground Handling andCargo and benefit from the synergies realised by the integrationof security tasks in existing processes, such as:Check-In SecurityCombined Check-In and Security ServicesGate SecurityCombined Gate and Security ServicesCabin Clean & SearchCombined Cleaning and Security ServicesSwissport Speciality ServicesMaintenanceAircraft MaintenanceSwissport Aircraft Maintenance, the recipient of the prestigiousFAA Certificate of Excellence Diamond Award, is a quality provider of third-party line maintenance services operating at 27airports in the USA and in four other countries globally, providSGHA 2013/2008/2004

9ing line maintenance support to major commercial airlines onboth a scheduled and on-call basis, ensuring all capital-intensiveequipment operates and performs flawlessly. Swissport’s A&PMechanics have the training, knowledge and expertise to meetyour company’s demands.Ground support Equipment(GSE ) MaintenanceSwissport GSE and ULD Maintenance Services operates at over45 airports in 13 countries, managing and maintaining a fleet ofmore than 4,000 units. Our commitment is to offer superior andconsistent standards and dedication throughout our network, providing reliable, comprehensive, cost-effective GSE maintenance,minimising downtime and maximising productivity. SwissportMaintenance Services is committed to working within the industrytowards the research and development of efficient, safe, ergonomic and environmentally friendly Ground Services Equipment.Aircraft MaintenanceRepairEngineeringWarranty AdministrationETOPS signoffTransit/turnaround servicesAircraft checksGround Support EquipmentMaintenanceScheduled MaintenanceUnscheduled MaintenanceComplementary ServicesRepairsOverhaulULD MaintenanceCAA certified Maintenance andRepair of ULD– Containers– Pallets– EnvirotainersSGHA 2013/2008/2004Introduction / Tips and ToolsSwissport Profile

Contracting Checklist– Contract duration– Exact schedules– Currency and fluctuations– Cancellation and delays– Disbursement fee– Lost and found procedures/cost– IT environment with DCS/SITA/CUTE (cost)– CPI– Liability limits– Multistational incentive deals (global, regional packages)– Document checks and fines– Warehouse facilities– Change of ownership– Alliance impact– SLA definitions–P erformance monitoring and measurement systems– Number of AWBs– Mode and form of payment (guarantees, deposits, interests)– Tariff increases– 3rd party charges– Exclusivity or preferred partnership status– Volume deviations– Change of aircraft type or timing (Peak and Off-Peak)– Self service devices (SSD)– Incidents and damagesSGHA 2013/2008/200411Introduction / Tips and ToolsContracting Checklist