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AIR INDIA LIMITED

Tender For Comprehensive Ground Handling Services at VIE (Vienna International Airport) Vienna, Austria

Tender no. GH/Comp/VIE/2017/ 001

TENDER DOCUMENTDear Handling Agent,

Sub: Comprehensive Ground Handling Services at Vienna International Airport, Vienna

Air India Limited (AI), solely at its discretion desires to award Contract for availing “Comprehensive Ground Handling Services” comprising of Passenger Terminal Handling, Flight Ops, Cargo Handling, Ramp handling and Cabin Cleaning services for Air India flights at Terminal-3, Vienna International Airport, Vienna (VIE). We invite handling companies authorized by the local Aviation regulator and the Airport authority of Vienna, to submit offers, in the format provided, for handling Air India flights at VIE.

2. Please note the offer must be on comprehensive basis, for providing service directly or by way of subcontracting as per Article 3 of Main Agreement of IATA SGHA 2013, with prior consent and MOU with such outsourced service provider. Service providers with less than one year of experience in handling of Commercial Passenger Airlines operating Wide Body flights into VIE will not be considered for this tender exercise.

3. You are requested to submit your 'Sealed Offer' on or before 2nd March, 2017 by 1700 hours in the office of :

Sonia Bhalla,Manager-Vienna, Air India Ltd.Office park 1, Top B 08/03, Stiege 1,Vienna International Airport, Schwechat – 1300, AustriaTel : +43-1 7007 33974/33975, Cell: +43 688 6467 8845,Email: [email protected]

Response received after the due date, time and incomplete response are liable to be rejected.

4. Following Annexure are enclosed with this Tender Document.

Annex-I Air India's current schedule of operations at Vienna.Annex-II Resource requirement, Procedures and Services Standards expectedAnnex-III Service Level Agreement(SLA)Annex-IV Service requirement as per IATA AHM 810 2013 Version. (including yellow

pages of AHM 36th Edition)Annex-V Handling Company Profile and Terms of Technical Evaluation.Annex-VI Commercial Offer.Annex-VII Integrity Pact.Annex-VIII Check List.

5. Your offer should be in “Two Separate Sealed Envelopes” as given below: Envelope 1: “Handling Company Profile – GH”(Containing Annex- VIII, II, III, IV, V & VII )

Information regarding Handling Company in general including the structure of Company, turnover and experience in relevant business and capability to provide offered handling services at Terminal-3, Vienna International Airport in particular. Handling Company’s response must reply each point mentioned in Annex V strictly as per format of this Tender document. Air India reserves the right to reject the bids which do not comply and do not meet the requirements and experience or do not provide information in desired format or

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Tender no. GH/Comp/VIE/2017/ 001put in the commercial offer in “Technical Bid envelope”. Air India reserves the right to withdraw the complete Tender process at any stage without assigning any reasons thereof.In this response Services intent to be offered & provided, must be specified. “NO RATES MUST BE QUOTED OR INDICATED ON ANY OF THE DOCUMENTS IN THIS ENVELOPE.” Envelope 2: “COMMERCIAL OFFER – GH” (Containing Annex-VI) Please submit your quotation meeting the requirements of Annex II, III & IV (Version 2013 along with yellow pages of 36th AHM). The commercial offer may be submitted by responding against each para of Annex VI. Air India desires bidder to abide by all the terms and conditions of Annex-VI. Additional terms & conditions related to the para, if any to be proposed, may be indicated at the end of respective para by way of additional sub-para.

Master Envelope -

It may please be noted that, both the offers (Technical and Commercial) must be put in separate sealed envelopes and all the envelopes must clearly super-scribe the following and submit these envelopes before the due date.

Tender No. Name and Phone no. of the Handling Company contact person. Technical Bid or Commercial Bid.

6. Responses received after the due date, time 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.

7. The offers received will be opened in the office of the Manager Air India (VIE) Vienna International Airport in the presence of bidders who are interested to be present. Initially the technical offers (Envelop 1) will be opened. Subsequently the commercial offers (Envelop 2) will be opened only for those bidders who qualify Air India’s requirements technically under Annex V. Bidders will be informed about date, time and venue for opening of bids at the contact no. indicated on the top of the envelopes.

8. If you require any clarifications, please contact Air India as per details mentioned below. Sonia Bhalla,Manager-Vienna,Office park 1, Top B 08/03, Stiege 1, Vienna International Airport, Schwechat – 1300, Austria, Tel : +43-1 7007 33974/33975, Cell: +43 688 6467 8845 Email: [email protected]

Mr. Manoj KakarDy. General Manager, HCA, Ground Handling HQ.Air India Ltd.Tel: +91 11 23422182, 23422162Email: [email protected]

We shall appreciate if you confirm to above managers your participation in this tender.

Regards,Sonia Bhalla,

Manager- Vienna

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mailto:[email protected]


AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 001ANNEX – I

AIR INDIA FLIGHT SCHEDULE EFFECTIVE WINTER-15 AT VIE

Flight No. Days Aircraft Type Arrival(VIE) Departure (VIE) Sector

AI-153/1543, 5, 7

(Wed, Fri, Sun) B787 1845 LT 2245 LT DEL/VIE/DEL

NOTE:1. It may be clearly noted that Schedule or aircraft type are subject to change & intimation of the

same will be provided with reasonable notice.

2. Any changes in schedule with reasonable notice will not be a ground for seeking any price esca-lation by Handling Agent.

3. A/C configuration:

*Configuration is approximate

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

4. Diversionary Airport of Vienna (VIE) – Bratislava (BTS) in Slovakia, Salzburg (SZG) in Aus-tria, Prague (PRG) in Czech Republic, Budapest Hungary. (Coordination required)

5. Approximate Cargo / Mail to be handled per flight (Tons.)

Export Import TotalApprox. Carriage (tons) per flight

10 tons 5 tons 15 tons

Out of above approximately 2 % is mail and 2% is COMAT

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Aircraft type Passengers ULD ConfigurationF J Y Pallet Container

B747-400 12 26 385 04 24B777-200LR 08 35 195 04 18B777-300ER 04 35 303 06 24B787-800 -- 18 238 04 18B787-900* -- 22 250 04 22

AIR INDIA LIMITED



ANNEX - II

RESOURCE REQUIREMENTS/ PROCEDURES AND SERVICE STANDARDS

1. General Service Standards and Procedures:

1.1 Service Standards

i. Only the trained and authorized staff to be deployed for Air India process for flight handling as per resource requirement.

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

iii. Courteous and efficient services with a smile and a greeting are most important parameters for quality of service to the passenger

iv. Handling agent is responsible to co-ordinate with the agency appointed for provision of wheel chair & ambu-lift services

v. There should be no Simultaneous duty allocations.

vi. The Carrier will perform periodical Audits to ensure that the Handling Company comply with all Regulations, and AI quality standards.

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

viii. The Handling Company will comply with the IATA, ICAO, CAA and any other local regulations.

ix. Periodic Review meetings (at least monthly and if requested frequently) will be held between the Carrier and the Handling Agent to review the quality of service provided and compliance of SLA review by the Handling Agent and discuss any modifications if required. Record of such meetings and commitments will be maintained, for future compliance.

x. The Handling Agent shall make all possible efforts to overcome deficiencies in standards of service brought to their notice during the flight handling activities, within a reasonable time frame as deemed fit by the airline.

xi. In case of delayed arrival of the flight, the ground time will be reduced to 01 hour 30 minutes or the STD whichever is later in order to make up the delay.

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

xiii. All agents should have a minimum qualification of High school diploma.

xiv. The Handling Company shall comply with the security procedure introduced from time to time, depute staff trained in EU /VIE Regulation requirements including “Secure Flight Operation”.

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Tender no. GH/Comp/VIE/2017/ 001xv. The Handling Company must provide serviceable photocopy machine/fax, desktop computers, with

related stationery, one telephone line with instrument, internet connection for desktops capable of handling expected data load.

xvi. If required Air India will provide initial training on Air India specific systems and procedures by deputing an instructor. The Handling Company will depute requisite number of staff to undergo the training. If the Handling Company wants additional training for their staff due to high attrition, the Handling Company will agree to pay for the training cost including for deputing Air India’s Trainer. In case any training/s is/ are imparted at out stations, all cost related to such training/s will be borne by the handling agent. Handling company will not charge the carrier for deputing their staff for these training programs.

xvii. 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.

xviii. Handling Agency will arrange for rebooking of incoming connecting passengers in case of delay of the incoming aircraft and subsequently misconnections.

xix. Handling Agency will assist and coordinate with all Agencies in VIE and at alternate airport in case of diversion of the aircraft at alternate Airport, in coordination with Air India team.

xx. Handling Agency will forward a complete report of each flight in soft and hard format as required by the Station Manager.

1.2 Procedures:

i. Staff will report for duty well groomed, in proper uniform and name plate and Air India Logo / Insignia.

ii. Continuity should be maintained with regards to staff/ agents/officers serving Air India flights. Frequent attrition of staff/Agents/officers will invite penalty as per Annex-III of SLA. Frequent attrition of staff/Agents/officers results in deterioration of services, a fortnightly roster to be provided to carrier for keeping a check and for maintaining continuity of minimum 85% of total persons deployed for AI flights over a period of three months.

iii. All Ground Handler staff must follow Air India’s security requirements and procedures.

1.3 Punctuality:

i. It will be the responsibility of handling agent to ensure that all flights depart as per their schedule.ii. In case of delayed arrival of flights the ground time at VIE will be reduced to 1 hour 30 minutes or

the STD whichever is later in order to make up the delay.

1.4 Duty Controller Functioning:

i. Overall monitoring of all functions, arrivals, departures, check-in, transit.

ii. Should be in constant touch with all the Supervisors and intimate the Air India Manager /Duty Manager of the latest situation from time to time.

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iii. Any discrepancy/incident to be brought to the attention of the Air India Airport Manager for use in future in case of complaints.

iv. Should be physically present throughout the shift and also keep track of all staff rostered for the shift for Air India so that if Air India Duty Manager asks about a particular staff, should be able to immediately tell the location.

2. PASSENGER HANDLING :

2.1 RESOURCE REQUIREMENTS:

Sr. No.

Job Description Numbers / Parameters/Staff

i. Minimum no. of counters [F/J] + Y* as applicable

01F*/01J/5Y

ii. No of check in agents (* as applicable) 01F*/01J/5Y

iii. Porter for assistance to passengers at Check-in counters 2 (1 for J)iv. No. of counter for excess baggage collection/ticketing

counter/cashier/service desk including upgrades /down grades/Rebooking/re-issuance of tickets; Counter displaying Air India signage

01

v. Transfer Deck Staff (to facilitate transfer passenger) 01vi. Dedicated Supervisor (TRC)- with radio set- 01

vii. load controller to perform Pre-flight Planning, Loading instructions, Trim,

01

viii. Liaison Agent for Ramp/ Bag Room/ Connections/ Cleaning/ Catering/ Baggage reconciliation and other concerned agencies

01

ix. Service Controller for accounting the Correct count of check in passenger, closing all e-tickets and take care of pre-flight functioning.

01

x. Meet and greet service to facilitate Business class / VIP / CIP passengers- Between Kerb side & aircraft door, including facilitation at check-in counter/ lounge/ arrivals/ etc.

02 (subject to book load and desired basis)

xi. Departure activity / Boarding Gate (For Transit Count / Departure Count and handling UNM/VIP/CIP/WC/YP etc.)Note: Additionally Four Check-in staff to be multi tasked after closure of counters.

02 + 04 Multi tasked staff (Diverted after counter closing at D-1)

xii. Arrival activity and Customer Area--to assist Passengers and Mishandled Baggage (At least one Staff fluent in Hindi / Punjabi)

01 and 1 lead

xiii. Lost, Found / Damaged property matters /PIR, Tracing etc./Mishandled Baggage and baggage related issues

01

xiv. Handling of UM/DEPU/VIP etc.(on request) 02

xv. Floor walkers with radio set 01

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Tender no. GH/Comp/VIE/2017/ 001xvi. Departure Control System AI’s SITA DCS System

xvii. Duty Controller/ counter supervisor with radio set 01xviii. Radio sets for TRC, Counter Supervisor & two

boarding gate staff/ Floor walker / Liaison Agent 6

xix. Dedicated Telephone and Telex line in back office xx. Dedicated back office staff - All days 10 am to 6 pm 1

xxi. Back office staff – days of flight ops (1700 pm to 2330 hrs) 1

xxii. Tracer action time duration 3 hrs after arrivalNote: a) When loads are high, staffing level could vary with the consent and prior information of Air India

representative (Airport manager) with no compromise with service standards. b) All the above agents/ staff should be available for AI flight handling on dedicated basis during Air

India Flight Ops.

2.2 Service standards:

Sr No.

Service Requirement Standard

i) Opening of counters 4 hrs before STDii) Closing of counters D-1 hr iii) Boarding to commence 60 mins prior to ETDiv) Close all ETs before closure of flight in check-in

systemD-45

v) Send Departure Messages D + 30vi) Load sheet / flight document to be delivered to

Aircraft by Load Controllerto be delivered to Aircraft 20 minutes before ETD.

vii) MHB/ PIR follow up 21 Days viii) Flight briefing 15 min prior

arrival/opening of check in counters

ix) Tracer action time duration 3 hrs after arrivalx) Maximum Passenger Check-in waiting time +

Processing time 12+3 Minutes

2.2.1 The Ground Handler should also ensure following service standards:

i) APIS Data to be updated & transmitted to India for India bound passengers and crew separately. APIS Data in UN EDIFACT to be updated and transmitted to US/Canadian Customs for US/Canada bound passengers as per EU /VIE Regulation guidelines. EU /VIE Regulation Regulations for 'NO FLY & SELECTEE' List to be complied with.

ii) Departure Control System must be handled in AI's SITA DCS with staff proficient in AI SITA DCS.

iii) Before flight arrival and opening of Counters, arrival/departure Flight briefing session / check-in staff to be briefed regarding any special instructions, for passenger handling before a flight as specified by the carrier’s Duty Manager.

iv) Load sheet/flight documents to be delivered to Aircraft 20 minutes before ETD.

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Tender no. GH/Comp/VIE/2017/ 001v) 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, FIDS and Boarding gates.

vi) Handling company will maintain a flight folder for a period of at least 90 days. The file will include the final load sheet & flight plan with remarks and signatures, the balance chart if done manually, passenger arrival & departure manifest, all flight related messages, any last minute changes and loading report duly signed along with the load message received and sent for particular flight. Preferably scanned copies be made available on storage disks on monthly basis and handover to carrier.

vii) The Handling Company must ensure all accounting documents such as FIMS/Paper Tickets/MCO/GCO/Hotel Vouchers/EBT are issued as per norms and are duly accounted on a daily basis.

2.3 PROCEDURE:

i) There should be a sufficient percentage of staff that can speak / understand English and Hindi.

ii) The Handling Company must ensure that all staff provided is well versed with flight handling activities including documentation (GD, Hotel accommodation orders/Final meal counts/APIS/Pre and Post Flight documentation).

iii) In case of delays, disruptions or cancellations, to obtain the complete PTM and ascertain passengers missing their onward connections and following actions to be taken :

Check availability of other flights to passengers final destination. Misconnected passenger due to delayed incoming flights, to be rebooked on first available

flight by liaising with Customer Service Desk, insert relevant information in AI system and a separate disposal telex to be sent to relevant stations.

Issue FIMs / reissue ticket on alternate carrier in case of delayed/ cancellation of flight. To book hotel accommodation and issue PSO’s ( Passenger Service order ) where applicable

and issue HOPPA ticket and meal vouchers when necessary. When passengers are rebooked on following day’s flights they should be provided hotel

accommodation and staff to escort these passengers beyond immigration point. Similar procedure may be included for handling joining passengers in case of flight

disruptions, delays and cancellations.

2.4 Functioning of Areas/Officers

2.4.1 SUPERVISORS :

Counter Supervisor:

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 is always maintained. 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.

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Tender no. GH/Comp/VIE/2017/ 001iv. 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.

Arrival Supervisor:

i. To meet the flight.

ii. Ensure all First and Executive class passengers are facilitated.

iii. All transit passengers are met and assisted.

iv. Check in PSS the Wheelchair requirements and verify with crew and arrange requisite number of wheelchairs for passengers.

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

vi. If bags take time to be delivered liaise with ramp supervisor to ensure timely delivery.

vii. Arrange for baggage handlers to offload bags if Immigration queues too long and same bags going around on baggage belt.

viii. Note down actual timings for first and last bag and give the same to back office staff on daily basis. Do not rely on Airport Authority timings of first and last bags.

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

x. Monitor and note number of PIRs raised. and maintained for 21 days with proper follow up.

xi. Monitor and identify hot connections and assist promptly.

xii. Check and ensure that crew transport has arrived.

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

xiv. Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically quick.

Gate Supervisor (Departure):

i. Ensure boarding staff arrives at gate 90 minutes prior to boarding along with stationary.

ii. Ensure mandated announcements are made from time to time as per Airport guidelines. In case of silent Airport, ensure announcements are made in local areas only.

iii. Board crew.

iv. Check with crew for commencement of boarding.

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Tender no. GH/Comp/VIE/2017/ 001v. Ensure boarding in an orderly manner, in priority as advised by Carrier’s Duty Manager. Follow

the star alliance procedures for boarding of premium passengers.

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

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

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

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

x. Ensure Ramp supervisor forwards Strollers/car seats/gate bags to ramp to be loaded in bulk.

xi. Ensure all documentation (PIL/Manifest/Seat Charts/Load sheet/NOTOC/LIR) are on board D-20.

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

2.5 BACK OFFICE:

(i) To prepare Flight briefing with relevant Special handling messages on daily basis.

(ii) Sorting telexes/ mails.

(iii) Printing PNL’s and special handling for next day.

(iv) ROC for next day.

(v) To liaise with Limo service provider for 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 phones.

(ix) Delay / Departure / Special Handling messages/ WCHR messages etc.

(x) AOS Reports prepared on 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 daily basis.

(xiii) Regular handing over of Revenue documents and other flight documents to Air India Official.

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2.6 PASSENGER HANDLING AT CHECK-IN COUNTERS:(Follow star alliance procedure)

i. Greet Passengers with a smile.

ii. Efficient, Customer friendly and warm service.

iii. Check-in process of passengers should not be more than 3 minutes per passenger.

iv. Waiting time at Check-in queues should not be more than 15 minutes.

v. Travel documents of passengers shall be checked by Handling Agent’s Check-in staff at the

counters.

vi. Counters for Y and F/J Class shall close 60 Minutes prior to Departure respectively.

vii. Check-in to be performed on the AI-DCS system.

viii. Supervision to be done by Handling Agent’s supervisory staff proficient in AI flight

Handling.

ix. Pre check-in of First and Executive Class and VIP/CIP passengers to be done to reduce time

spent at the counter.

x. Monitoring of RBD Violation mismatch, Date change penalties, fare difference, upfront

upgradation for J class and release of preferred seats selection (front row and 30th row in case

of Economy class) etc and collections to be made accordingly.

2.7 SPECIAL HANDLING:

a) Departures :

Staff to be positioned at the First Class/Executive Class counter to Meet and Assist passengers for Check-in. First class passengers to be escorted from kerb side to the Lounge and Executive Class passengers to be escorted till aircraft door.

At the time of boarding escort all passengers from Lounge to the respective gate.

b) Transit/Arrival :

Staff to meet First Class/Executive Class passengers at the gate on Arrival and guide them/escort them to Immigration/Customs

Additionally we have VIP movements through VIP Suites. This would require 1 member of the team to facilitate the VIPs on Departures/Arrivals. Further please note that on occasions the special handling staff would be required to receive/see off/facilitate passengers connecting out of other Terminals.

2.8 FLOOR WALKER:

i. To ensure queues are setup and prior to check in/boarding.

ii. To escort passengers to Out of Gauge.

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Tender no. GH/Comp/VIE/2017/ 001iii. Liaise with WCHR service provider to ensure timely assistance to PRM passengers.

2.9 BAGGAGE HANDLERS

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

2.10 TICKETING/CASH

Staff working at this desk should have knowledge of Reservations/Ticketing and Fare Construction in addition to the following:

i. Issuance/Reissuance of tickets. ii. Issue EMDs for Penalties, Excess baggage etc.

iii. Rebooking passengers with mis-connections/FIMS.iv. In case of over bookings alternate flights to be looked for with other airlines prior to commencement

of check-in.v. Accounting of revenues at the end of each shift.

vi. Telex message/email to destination/enroute stations for deportees to be sent post flight, clearly indicating if COD or not.

vii. Revalidation of the tickets in case of flight cancelation.

2.11 ARRIVALS:-

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 15 minutes prior to ETA of flight.

iii. Passengers needing special attention e.g. Wheelchairs, UNM’s, Deportee etc shall be handled by the staff.

iv. Staff to guide passengers to Arrival Hall and provide assistance in the Arrival hall for baggage collection.

v. Liaison with immigration / customs for any Inadmissible passenger and to inform Air India Official accordingly.

2.12 DEPARTURES:

i. Staff to be positioned at the boarding gate 90 minutes prior to boarding commencement. ii. Travel documents to be checked for all flights at the departure gate.

iii. Proper queues of the passengers to be formed to ensure orderliness prior to Boarding.iv. Zone / Row wise Boarding with special attention/handling of premium passengers to be done and

regular announcements to that effect to be made.v. Staff to be positioned at each jet bridge entry point for retrieval of stubs of boarding cards.

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

vii. Retrieval of any Hand baggage / Stroller and Security items and to be assigned to ramp for loading into the Aircraft.

viii. 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. No deviation to be made at any time.

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Tender no. GH/Comp/VIE/2017/ 0012.13 LOAD CONTROL:

i. Fully trained staff licensed for preparing Trim Sheets of AI Aircraft shall be deployed for handling the Load control and preparation of Trim Sheet as per requirement of AI procedures, weight and Balance manual.

ii. Load Sheet/flight docs to be presented to the Captain 20 minutes prior to ETD.iii. Ship papers and other relevant documents to be presented to the In-Flight Supervisor at least 20

minutes prior to ETD.iv. Post flight messages to be dispatched 30 minutes after flight is airborne ensuring all LMC’s reflected

and correct Load message transmitted.v. Manual load sheet to be prepared/ signed and records maintained as per the carrier’s requirement.

2.14 FLIGHT CONTROL:

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

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

iv. Carrying out necessary upgrades as per requirement of AI. v. Notation for NFL/SFL/CLR passengers.

vi. Proper Flight Initialization and Flight Closure procedures are followed.vii. Meal uplift orders are given to kitchen D- 5 HRS.

viii. Tallying sector-wise / classwise flight coupons with system counts.ix. Post flight messages to be sent after departure of flight including APIS for the Crew, Special

handling messages, Inadmissible messages, UM messages.x. Preparation of flight coupon uplift statement.

xi. Ensure that all E-tickets are closed and difference in fare if any is collected and same confirmed to Air India Official.

xii. Flight arrival/departure to be updated in the system. xiii. Check-in of Operating and Cabin Crew baggage will be done by the check-in

Staff.

2.15 BAGGAGE HANDLING - LOST & FOUND:

Two dedicated arrival staff to be deployed for Baggage Services for the following:.

Staff member to be in customs hall on arrival of flight to deal with passenger’s queries.

i. To obtain a list of each arrival flight of passengers missing bags and inform them well in advance. ii. Complete property irregularity report for missing baggage of passengers.

iii. Complete property irregularity report for damaged baggage of passengeriv. Replace damaged bags (in consultation with AI Official).v. Offer interim relief to passenger ( in-consultation with AI Official)

vi. On hand any excess baggage left over from the flight.vii. Transfer/re-tagging of any baggage if advised by transfer desk.

viii. Hand out security items to passengers.ix. Forward on a daily basis copy of all baggage reports / On hands to VIELLAI*/ DELKGAIx. All reports to be put into world tracer and first 3 tracer messages to be sent by handling agent.

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Tender no. GH/Comp/VIE/2017/ 001xi. AI Official to be informed immediately of any First Class / Executive Class baggage missing on

arrival.xii. On arrival all mis-handled baggage to dispatched as soon as possible. Any special deliveries will be

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

2.16 Baggage Office/Lost and Found Staff:

One dedicated staff (not part time) to report to Air India

i. To check RAF on daily basis.ii. To monitor all flights in arrivals for smooth handling.

iii. To help with all admin duties in baggage office and typing letters. iv. Attend phone calls.

2.17 CREW HANDLING (For Flight Operations Services)

i. The Handling Company staff to prepare briefing sheet in advance. Briefing of dedicated Supervisor with AI Official prior to arrival of flight/joining crew.

ii. 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.

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

iv. To liaise with crew hotel & alert hotel for who in turn make necessary crew wake up call. Baggage/porter services on arrival/departure. Advise hotel about operating crew allowances as authorized by Air India Officials.

2.18 DOCUMENTS/ PASSENGER/ BAGGAGE HANDLING :

2.18.1 Service Standards

i. Baggage reconciliation will be carried out in accordance with the carrier’s security procedures in the baggage make-up area before the loading process.

ii. Load sheet/flight documents to be delivered to Aircraft 20 minutes before ETD.

iii. Handling agent is responsible to co-ordinate with the agency appointed for provision of wheel chair & ambu-lift services.

iv. A continuity should be maintained with regards to staff/ agents/officers serving Air India flights. Frequent attrition of staff/Agents/officers will invite penalty as per Annex-III of SLA.

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

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Tender no. GH/Comp/VIE/2017/ 001vi. On arrival all mis-handled baggage to dispatch as soon as possible. Any special deliveries will be in-

consultation with AI Official.

vii. Follow up for 21 days for any MHB/PIR raised.

2.18.2 Handling procedures for offloading of passengers baggage

i. Staff member to be present while priority baggage being offloaded to ensure that all Vienna Baggage off loaded in Customs Hall.

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.

2.18.3 Handling procedures for baggage make up area

i. Staff member to be present in baggage make up area on arrival of flight.ii. Container allocations for day’s flights to be obtained from Load Control.

iii. Staff member to ensure that Security Official present before any baggage loaded.iv. Staff member to strictly ensure that only baggage for passengers that are checked in is only loaded.v. Staff member to liaise with Supervisor if any baggage discrepancy.

vi. Any discrepancy to be reported to AI Official before departure of the flight.vii. Any baggage not received for transfer, a message must be sent to all down line stations and a copy of

the message to be sent to VIELLAI*.viii. Rush tags to be prepared by staff member in- consultation with AI Official with a copy of message to

sent to VIELLAI*.ix. All Rush tags to be screened/ handled as per EU /VIE Regulation requirement and a copy of the

signed rush tag sheet to be handed over to AI Official at the boarding gate before departure of the flight.

x. All interline and Rush tags figures to be relayed to AI Official before departure of flight.xi. Staff member to check the departure area in case any baggage left behind and on hand the baggage.

xii. Any bags not scanning in BRS system but passenger has checked in for Flight, after mandatory reconciliation baggage should be sent to the aircraft for loading with label reference to ramp supervisor and bags to be escorted by security staff and AI Official to be informed. * Proposed address

3 RAMP HANDLING

RESOURCES REQUIRED, PROCEDURES AND SERVICE STANDARDS:

3.1 Resources Requirement & Procedures:

3.1.1 Two Lower Deck Loaders (along with a trestle to open holds), 01 Conveyor Bulk Loader, 01 Toilet flushing truck, 01 potable water truck, 02 Tugs for Ramp and 01 Tug for Baggage Room. Sufficient Container and Pallet Dollies and Baggage Trolleys, Cargo Trailer, 01 Push back Tractor with Tow Bar for Dep., min 08 wheel chokes, Safety cones, Step ladder at L-5, Stairs/GPU/ACU/ASU as and when required.

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Tender no. GH/Comp/VIE/2017/ 0013.1.2 RAMP- 01 Supervisor with radio for coordination with baggage room and check in counters. To be

available to cover the duration of flight handling.3.1.3 Required number of Ramp Agents well trained for Eqpt. Operation, Ramp Safety and baggage

Handling, ULDs restraining and locking. 3.1.4 Sufficient baggage handlers required for loading/unloading of baggage/mail/cargo etc. 3.1.5 Required number baggage handlers for delivery of Arrival Baggage to be available A-10 mts. till last

bag delivered. 3.1.6 One (01) Supervisor in baggage room with radio for coordination with Check in counters, Interline

Agency and Ramp to be available from till Departure.3.1.7 Required number of Baggage Room Agents for loading departure baggage destination wise in

containers as per given loading plan, to be available from till Departure3.1.8 The Ground time will be as per the schedule but in case of delayed arrival the Ground time will be

reduced to 1 Hr 30 Minutes.3.1.9 All flight handling staff, equipment and chocks pre-positioned on allotted parking Stand 10-15

minutes prior to the arrival of the flight.3.1.10 The staff allotted for providing chocks and power should check in advance serviceability of aircraft

APU and the standby power serviceability, preposition 140/180 KVA GPU at allotted stand. In case APU of aircraft is unserviceable to provide ASU (except for B-787) at the time of Departure.

3.1.11 All flight handling equipment interfacing with the aircraft are positioned after ensuring all safety norms immediately after chocks on.

3.1.12 Responsibilities of all ramp workers to ensure stands are clear of FOD.3.1.13 Marshalling and stop signal for Arriving Aircraft on gate3.1.14 Ramp supervisor must ensure Aerobridge is positioned safely for arriving aircraft3.1.15 Serial numbers of Arriving and Departing ULD’S must be recorded on the loading sheet. All ULD’s

must be placed secured at designated stacking place and any excess number should be shifted to Cargo Handling Agent’s warehouse.

3.1.16 Two Wing walkers must follow the pushback and must be available for giving final ‘move out’ signal with marshalling torch. Two wing walkers at each wing tip during docking in at parking Bay.

3.1.17 Departing baggage should be loaded destination wise as per given plan and mixed container loading not to exceed ONE container per flight unless agreed by AI in certain situations. First class container must be loaded on door side of aircraft cargo hold.

3.1.18 Handling Agent will submit for each flight 1) Baggage Room Report containing the list of names with timings of the staff allocated in the Arrival and Departure baggage rooms and report of any deviation in loading of baggage and 2) Ramp Handling Report- giving names and timings of staff allocated on ramp along with Container numbers of offloading and loading plan, duly signed by Ramp supervisor.

3.1.19 It must be ensured by the Handling Company that no baggage should be left behind. In case of baggage being left behind, a statement of Left behind bags advising reason thereof, showing priority baggage separately must be provided for each flight. This report be sent to destination airport within 1 hour of departure.

3.1.20 The step on L5 door on 787/ 777-300ER/200LR is to be positioned under supervision with the help of guide man.(Additional L1 step with canopy in case of remote stand or faulty jetty).

3.1.21 Baggage deliveryJetty First Baggage - 10 minutes after ATA Last Baggage - 45 minutes after ATARemote stand

First Baggage - 15 minutes after ATA Last Baggage - 50 minutes after ATA

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Tender no. GH/Comp/VIE/2017/ 0013.1.22 Utmost priority to be given for delivery of First / Executive class baggage hence immediately on

arrivals both the priority containers to be offloaded and taken to the arrival. In case of the message about first / Executive class baggage loaded in bulk same should be immediately offloaded and taken to arrival. Sufficient number of manual Loaders / Porters to be allocated for offloading of baggage in time. To ensure that priority bags are first to reach in Custom Hall within 10 minutes of arrival.

3.1.23 Exclusive supervision to be provided in the baggage make up, interline and baggage arrival ensuring adequate staff provided to meet the requirement. The supervisors should liaise with various concerned agencies including security for smooth handling and to attend any discrepancies.

3.1.24 All security procedures to be strictly adhered to as per AI requirement in the baggage makeup/interline area for loading of joining baggage. In the makeup area supervisor to ensure that all joining baggage is scanned and the security stickers removed and affixed on BRS charts and reconciliation carried out and security advised about the same. In the interline shed all the joining transfer baggage is scanned and loaded only after security clearance by providing security stickers by them.

3.1.25 A flight handling Ramp coordinator to co-ordinate with the flight handling supervisor and various agencies for smooth handling of flight and supervise all handling activity to ensure on time departure of every flight.

3.1.26 It should be ensured that all unloading / loading activity to be completed 20 minutes prior to departure and all cargo hold closed and security advised. The flight handling staff will remain after completion of flight till the push back of the flight.

3.1.27 The push back tractor to be positioned on the flight D-10 minutes to ensure on time departure as per slot. Provide wing walkers at each wing tip.

3.1.28 After completion of flight to ensure all related paper work carried out and signed copy of the completed loading instruction sheet given to the Air India Official for record.

3.1.29 Load control to ensure that all necessary telexes are sent after scrutiny of the loading instructions sheet and also UCM message to be forwarded for proper day to day inventory of ULD stock position of the station.

3.1.30 ULD float level to be intimated to Airport Manager by Telex / Fax / email every day after departure of last flight.

3.1.31 No damaged ULD should be loaded on to the aircraft. Any damage ULD offloaded from the aircraft must be informed to Air India representative with in 60 minutes of arrival. Any damage ULD received during arrival must be informed to AI representative within 40 mins of ATA, failing to which onus will be shifted to Handling Company.

3.1.32 For collection and bringing the gate baggage, offloading and bringing from/to boarding gate/ aerobridge Porter to be allocated for each flight.

3.1.33 Transfer of cargo & mail from aircraft to ware house & vice-a-versa

i) After off-loading of the aircraft the inbound cargo pallet and containers to be handed over to Carrier’s Cargo Handler at the aircraft. The departure cargo will be received from the Carrier’s Cargo Handler at the aircraft for loading well in time.

ii) Postal Mail will be offloaded from the aircraft and delivered to the postal authorities.

3.1.34 All staff to be permanent staff of Handling Company and to be in proper uniform.

3.1.35 Trained staff with proper authorization for driving / operating flight handling equipment and qualified to operate in-plane ULD loading system. All ramp handling staff to be trained on regulatory requirements like DGR etc.

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Tender no. GH/Comp/VIE/2017/ 0013.1.36 The loading / offloading staff should not use mobile telephones while performing activities around

the aircraft.

3.1.37 In case of in-plane system not working sufficient staff to be deployed to carry out unloading / loading activity manually.

3.1.38 Check and ensure that crew transport has arrived.(liaison with concerned agency)

3.1.39 Check that cleaners are available to board as soon as possible.

3.1.40 Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically quick.

3.1.41 Ramp Supervisor to handover the Load sheet to Duty officer for filing purpose.

3.2 SERVICE STANDARDS EXPECTED:

1. Positioning of GS Equipment and staff 10 mts before ETA2. Positioning of Push back Tractor 10 mts before STD/ETD

3. Last ULD to leave Bag Room D-30mins.4. Closure of holds D-20 minutes.5. ULD Inventory Weekly inventory to be submitted 6. Ramp Equipment Serviceability Status report to be made available on need basis.

4 CABIN CLEANING :

4.1 RESOURCE REQUIREMENT

i. Cabin Cleaning to commence immediately after disembarkation/ clearance by Carrierii. 01 Supervisor and minimum 10 cleaners upto a maximum of 16 cleaners, 02 Vacuum

Cleaners, other approved cleaning equipment and materials in sufficient Quantities.iii. Cabin cleaning must be completed at least 60 minutes before STD/ETDiv. Storage Space – sufficient to maintain three months requirements of cabin service items

viz. Blankets, Headrest covers, Pillow cases, trolley covers, damask napkins, trash compacters, head sets, air sickness bags, toiletry items, paper napkins, toilet rolls.

v. Handling company should submit to carrier a monthly stock statement of cabin service items and arrange replenishments of stocks through carrier’s representative

4.2 PROCEDURES AND SERVICE STANDARDS

i) Complete Cleaning of Flight Deck/Cabin, thorough cleaning of the Toilets, galleys and then grooming of Cabin with change of Head rest and Pillow covers and replenishment of cabin service/toilet items, must be done on every flight as standard practice.

ii) Cleaners must be available ready for entering aircraft as soon as passenger deplaning is complete.

iii) All staff entering and exiting aircraft will be subjected to security check.iv) In case delayed arrival, the ground time of the flight will stand reduced to 01Hr 30Mts

and the Handling Agent should supplement manpower to achieve desired cleaning standard within available time.

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Tender no. GH/Comp/VIE/2017/ 001v) Supervisor will submit Cabin Cleaning Report for every flight, giving names of staff

assigned the timings of starting and finishing of cleaning job and obtain signature of In-flight Supervisor/Cabin in-charge/Air India Officer for satisfactory service.

vi) Arrangement for taking away and suitable disposal of cabin garbage should be made.

4.3 DETAILS: CABIN CLEANING SERVICES

4.3.1 FLIGHT DECK SERVICING -- Work to be carried out under the supervision of authorized Official.- Disposing off litter- Clearing waste from seat back stowage and racks- Wiping crew tray tables- Cleaning and tidying seats- Mopping floor- Cleaning flight deck windows on inside as requested- Making of crew berths with change of linen

4.3.2 CABIN SERVICING –- Disposing off litter - Clearing waste from seat back stowage and overhead stowage.- Replenish relevant seat pocket items as instructed- Wiping tray tables- Cleaning and tidying seats, arrange seat belts and passenger service units- Clean floor (carpets and surrounds)- Clean telephone/ LCD Screens, any other equipment as per instructions- Wipe surfaces in pantries, galleys (sinks and working surfaces)- Wipe surfaces in toilets (wash basins/ bowls/ seats/ mirror and surrounds) and replenish toi-

let items as instructed- Remove as necessary, any contamination caused by airsickness, spilled food or drink and of-

fensive stains- Empty all refuse bins/ trash compactors, replenish with new liners, boxes- Clean and tidy pantry, galley fixtures- Clean floor and floor covers extensively with vacuum cleaners- Replenish – used blankets with fresh ones, soiled duvet cover, head rest covers, pillow cov-

ers – as per instructions. Fold blankets, if required, as per instructions.- Distribute newspapers/ magazines, water bottles etc. as per carrier instructions.

One staff to be retained to facilitate last-minute requirement, till the aerobridge/ step ladder is removed.

5 CARGO HANDLING SERVICES:

5.1.1 The Handling Company will provide cargo handling services as specified in Annexure IV in their warehouse and provide necessary manpower, supervision services including dedicated Customer Service Agent. The job requirement is given in details below in Para 5.3 of Standards of services & staff requirements .

5.1.2 The Handling Company should hold all warehouse equipment for handling the cargo at their cost.

5.1.3 The Handling Company will provide storage for the ULD's of the Carrier and will submit an invent -ory report on weekly basis to Carrier’s local representative and Carrier’s ULD control uld.con-

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Tender no. GH/Comp/VIE/2017/ [email protected] . The Handling Company shall provide cooling facilities for storage of perishable shipments.

5.1.4 The Carriers may display its signage and corporate logo on the Handling Companies facility.

5.1.5 The Handling Company will ensure that all Govt. formalities like (CASA, ICAO, IATA/ EU regula-tions /Vie Local Regulations) customs, health, safety labour and other mandatory requirements are complied with.

5.1.6 Dangerous goods will be accepted by Handling Company's trained personnel in accordance with the latest edition of IATA DGR and Carrier's special instructions. The staff from the Handling Company performing these functions should hold valid certificate, periodically updated.

5.1.7 All special cargo such as VAL, PER, HUM, DGR, etc. either for Export or Import are to be escor-ted (move only in presence of escorted staff), treated and stored in accordance with instructions of AWB, IATA, EU / VIE / DGCA Customs & Security regulations. Handling Company to move the special cargo under supervision of security staff,

5.1.8 Consumables for ULD build-up of export cargo like skids, plastic cover, lashings etc. will be sup-plied by the Handling Company.

5.1.9 The handling Company will provide for ETDS / X-ray Machine which will be manned by trained and certified Security personnel of the Handling Agent as needed under EU regulation.

a. The Handling Company to provide ‘X-RAY machine with a tunnel size capable of screening cargo with minimum dimensions of 62 inches wide and 66 inches height’, dual view supportive and capable of handling prebuilt cargo ULD.

b. The X-RAY machine and ETD must be approved by EU agency and BCAS and be manned by certified cargo screeners.

5.1.10 All arrival/departure activities (AWB data & warehouse functions) inclusive of ULD movements on Air India flights to be completed on Air India’s cargo system – presently ‘LMS (Logistics Manage-ment System)’. Air India will provide access to this web based system.

5.1.11 For cargo destined to points beyond VIE, onward flight/trucking details should be entered in the sys-tem. Trucks ex-other locations in Austria to be off-loaded by the warehouse staff, and transactions are to be treated as an import inbound flight, except copy 5 of the TI document is stamped by cus -toms and should be filed.

5.1.12 The terminal charges for export, import and transhipment consignments will be determined by mar-ket practice and will be charged with prior notice to Air India and concurrence only.

5.1.13 As per BCAS requirement the Handling Agency will provide warehouse demarcation clearly segre-gating screened and unscreened cargo.

5.1.14 The Handling Company will be held responsible for EU Customs, VIE and any other Governmental Agency fines or penalties if it is due to deficiencies attributable to the Handling Company.

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Tender no. GH/Comp/VIE/2017/ 0015.2 Security requirement

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

i) Strong rooms for keeping the valuable cargo.ii) Separate area to be provided by the Handling Company for retaining cargo which requires

24 hours cooling period.iii) Premises should be safe guarded by trained personnel with modern security equipment. The

selected cargo Handling Company, apart from following DTLR/EU /VIE Regulation/BCAS procedures will also have to observe Air India procedures, which will be apprised to them.

iv) The Handling Agent will allow Air India Security or its authorised agency to carry out their functions in the Handling Agents warehouse.

v) The Handling Agent should note that the Air India Security or its authorised agency would escort the cargo while transported to/from warehouse to Air India flight.

5.2.2 Space for Comat Handling ;

The Handling Agent will provide adequate and segregated area sufficient to accommodate occasional oversized items and use of racking system to maximize storage area.

5.3 Standard of Service Expected and Staff Requirements: The common job requirements applicable for export/import/flight handling tarmac coordinators/customer services unit and COMAT handling are given in details as below.

5.3.1 EXPORT / IMPORT HANDLINGThe Handling Agent will be required to deploy staff depending on volume of cargo each day of operation, for handling of Import / Export cargo besides some dedicated staff as indicated. The reporting pattern of these staff shall be discussed with Air India officials prior to deployment as per flight schedule.

1. Sufficient number of staff / supervisors to be trained to fill in for the leave vacancies to ensure avail -ability as per agreed deputation on all days.

2. All the staff / Supervisors should be employees on the payroll of the Company. The warehouse staff should be well trained and qualified to operate handling equipment.

3. All staff of the Handling Company should have valid license for handling Dangerous Goods and meeting all IATA DGR requirements for handling of Air India export and import cargo.

4. The Handling Agent will ensure that due care is taken for avoiding damage to the property. The Han-dling Agent will also comply with all local health and safety regulations and the security parameters as drawn and established by Air India. In addition, the Handling Company shall also be solely re-sponsible for strictly adhering to the Local and Federal Regulations.

5. Continuity of staff (trained) in carrying out Cargo functions to be maintained.

6. Storage space for Air India containers under section 6.3.1 of Annex-IV (for 27 LD3 containers and one pallet shelf up to 45 pallets.)

7. The Handling agent will prepare reconciliation statements showing cargo received/accepted, amounts collected and amounts outstanding Air Waybill wise and Party wise as required both on a daily

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Tender no. GH/Comp/VIE/2017/ 001and monthly basis for import, export and Charges Collect shipments.

5.3.2 JOB REQUIREMENTS – EXPORT CARGO

1. Receipt of cargo consignments in Air India warehouse, with all relevant documents to be checked by agent receiving/accepting the documents. The handling agent staff shall inspect cargo condition, test by ETD/x-ray if required and verify labeling.

2. Check and weigh consignment. If cargo is of valuable nature (silver, gold), Duty Manager or Duty Supervisor to be present during weighing operation. Correction if necessary to be made on the AWB.

3. Reading weight / charges etc., in the presence of the freight delivering agent.

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

5. Dangerous goods to be checked and cargo to be left in the area designated for such cargo. The Handling Company should have a licensed staff to handle dangerous goods – Export / Import in accordance with current IATA DGR and ensure that such a staff is made available for accep-tance and handling of Air India cargo containing dangerous goods.

6. Ensure all security documentation is in order, and if not, the same to be obtained from the ex -porter / agent by telephone. Also a copy of the Security Regulatory Authority letter as required by local laws is to be obtained.

7. All customs procedures to be processed and related documents to customs as per customs re-quirement.

8. All efforts to be made for utmost utilization of the aircraft space available. This is to be done based on the booking sheets provided to the handler by Air India Sales and further through tele-phone calls, and finally completion upon receipt of final LPM. Post Office mail and company material also to be forwarded following the above yard sticks, with the ultimate objective for to-tal utilization of the space available.

9. To produce a Loading Sheet for the warehouse staff to build the ULD / loose accordingly.

10. The warehouse staff to act on the Loading Sheet and advice the office staff, who in turn will pre-pare the final manifest depicting the ULD No. / loose cargo and the contents.

11. Supplementary manifest to be prepared to account for the last minute changes on the cargo car-riage.

12. Telex / Emails messages to be sent within 1 hour of departure of flight to all concerned, regard-ing the joining load for the flight, with all dangerous goods details or special cargo handling de-tails and any other required information.

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

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14. Requisite number of copies of air waybill, manifests and tally sheets to be prepared for export and import cargo to be forwarded onboard the aircraft for distribution at destination and distribu-tion at origin, for all concerned.

15. Postal mail to be collected by the handling agent from Postal Authorities and handed over to the warehouse staff. Bags to be checked against mail documents and x-rayed and forwarded. Like-wise Post Office mail delivered landside by Postal Authorities is received by warehouse staff and forwarded on the first available flight.

16. Document M1 to be raised after mail has been dispatched, copies of which to be forwarded to VIE Accounts for billing, and copy forwarded to Cargo Mail Section, Mumbai, for record.

17. For dangerous goods, a NOTOC has to be produced, including copy of declaration and copy of relevant blue page from DG Book to be handed over to the Captain for his signature. A signed copy for Load Control Unit and flight record to be obtained. Damage ULD loaded on to the air -craft shall also be included in NOTOC.

18. All joining valuable / perishables on board to be advised to security and cargo coordinator in the morning.

19. To send the telexes pertaining to flight departure, i.e. valuable cargo, diplomatic mail, perishable cargo, dangerous goods, trans-shipments & HUM, UCM and any other special handling mes-sages to transit and destination station. For cargo offloaded, intimation to be sent to destination.

20. To give joining cargo/mail figures once flight has departed to traffic/load Control staff.

21. To prepare manifest in FFM format and AWB-wise after each flight departure.

22. To provide backlog figures as and when required.

23. Export Tracing: - Offloaded cargo, missing cargo - relevant telexes to be sent to the various des-tinations until the cargo has been traced.

24. Execute export AWB and prepare transfer at source. TFM on behalf of Air India.

25. In case an AWB is used from strong room, the register must be filed.

26. To manifest and prepare documents for movement of cargo shipped by road.

27. Notify to Air India if any claims received from agents.

28. Export flight documentation including legible copies of manifest/airway bills are to be submitted to Air India Cargo Accounting on a daily basis. Cargo Transfer Manifests (Import/Export) records must be maintained and furnished to Air India Cargo Accounts. All records necessary for billing to Agents should be maintained and readily accessible by the Handling Agent.

5.3.3 JOB REQUIREMENTS – IMPORT CARGO

1. Import documents brought from the Air India flights, by Air India coordinator to be segregated into:

a) Imports for VIE

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Tender no. GH/Comp/VIE/2017/ 001b) Imports for trans-shipment.

2. VIE documents to be fed into the computer for the necessary customs clearance and AMS inputs completed.

3. Trans-shipment documents also to be similarly fed into the computer for obtaining the necessary release note and transfer manifest for the ultimate destinations.

4. To book onward cargo with relevant carrier and obtain confirmation.

5. Arrange for transport to the receiving carrier's warehouse, on or in the close proximity of the airport of arrival of transfer cargo under cover of the transfer manifest.

6. To notify consignee or agent of the arrival of the shipment by means of Cargo Arrival Notice and also contact them via phone or fax, and record the same.

7. Warehouse staff to offload the cargo from Ground Handling Agent's bulk Lorries and ULD trucks, and then break down and / or empty ULD'S.

8. One import manifest to be given to cargo warehouse supervisor to check the actual cargo arrival in the warehouse, and pieces to be checked against the manifest.

9. On completion of the above, status to be sent- FLIGHT REPORT / DISCREPANCY if any & ac-cordingly TELEX TO BE SENT TO ORIGIN STATION/ SECURITY. Related entries to be made in the carrier’s System (LMS).

10. Arrange for collection of charges on 'charges collect' consignments as per the airway bills and remit the same to Air India.

11. Release cargo to the consignee or agent upon proper release by customs and other government agen-cies as required.

12. Take action in accordance with applicable instructions when consignee refuses acceptance or pay-ment, i.e. send telex/email to originating destination, with follow-up action. IRP to be raised and sent to point of origin with a copy to Air India.

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

14. To report any damage on telex/email to originating station, and accordingly prepare damage report. The same to be stamped by Air India Security (Representative).

15. All import tracing i.e. inbound missing cargo, insufficient addresses, no response from importer etc., and disposal instructions to be requested via telex by the handling agent.

16. To do bond check every month with a copy to Air India.

17. Pallet stock inventory to be carried out every fortnight, and SCM telex/email to be [email protected] and sent to the ULD Control centre, delhi, Manager, Cargo Operations and GH

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Tender no. GH/Comp/VIE/2017/ 001Unit, Mumbai, Air India about the same. (VIEKFAI/ BOMFVAI/ BOMFDAI/ BOMKFAI/ BOM-GYAI).

18. Air India container inventory to be carried out every fortnight and UCM telex to be sent to VIEK-FAI/ BOMGYAI/BOMFVAI/ BOMKFAI. Air India ULD container float storage to be provided at no additional charge. The container inventory report every fortnight be sent to [email protected] SFOKZAI/ SFOKGAI / BOMFPAI/BOMGYAI/BOMFVAI.

19. To handle / reply to any claims received from agents / shipper / consignee.

20. Postal mail to be handed over to Postal Authority with copy of CN38. Copy of receipted CN38 (signed and stamped by the Postal Authority) along with M2 form to be forwarded to Cargo Mail Section, Mumbai, for record. (as and when required)

21. Mail Handling–including collection of valuable mail bags (V bags) from the arrival aircraft to be handed over to Postal Authority and no. of bags & AV7'S should be lodged on a daily basis. To send report to Mumbai/Delhi Mail section along with receipted AV7'S from Postal Authorities. (as and when required)

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

5.3.4 JOB REQUIREMENT - TRANSFER FUNCTIONS

i) DIP MAIL

Imports a) Prepare transfer manifest

Prepare in-bond labelsb) All docs taken to Customs for approval and brought back to ensure all shipments

transferred same day, if possible.c) All shipments taken physically to respective airlines' warehouse with respective transfer

manifest.

ExportReceive transfer manifest from interline carrier/trucking company - checkairway bills and customs approval and other docs.

ii) COMATConsignments for CAO transfer to foreign airlines - prepare transfer manifest and take each consignment to respective foreign airlines' warehouse for acceptance.

iii) CARGO

For Import - consignments-book on telex with respective airlines, execute transfer manifest, and load on truck or physically take to interline carrier.For Export - receive from trucking company/interline carrier.

5.3.5 JOB REQUIREMENTS/ FLIGHT HANDLING - TARMAC CO-ORDINATION25



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1. Check all incoming telexes and distribute as per flight and action accordingly.

2. The flight coordinators to use the handling Company’s airside transportation for attending flights.

3. The flight coordinators on duty will function and report to Air India Cargo Sales Manager / Air India flight coordinator.

4. Check all freight that has been built for the flights and see if anymore allocation available from load control and then organize with warehouse staff and handling agent to build the extra containers /Loose and pass weights to load control. Ensure all pallets and containers space is used to the maxi-mum.

5. To check if all documents/manifests are ready for the flight. If valuable cargo being accepted i.e. Gold, to be weighed in coordinators presence and ensured all documents to be amended.

6. To check dangerous goods notification to captain (NOTOC) is made with all relevant copies at-tached.

7. To advise Ramp agent the quantum of load for the flight.

8. To accept Cat A Bag (diplomatic bag) from Indian High Commission in the morning and manifest the same with copies for Accounts VIE& BOM/ DEL and copies for flight purser and flight folder.

9. To monitor dispatch of all cargo from the warehouse in the correct position for easy load straight onto the Aircraft.

10. All joining post office mail documents to be listed with forwarding flight details to post office on weekly basis.

11. Attend incoming flight:

a) Take over any Cat A Bag from the incoming Flight Purser.b) i) Meet aircraft on arrival and collect manifest.

ii) Tally incoming cargo with manifest.iii) To check for any valuable incoming cargo.iv) Load any joining valuable cargo in presence of Air India Security fill in valuable

note. v) Ensure valuable container cargo is offloaded.

vi) Incoming Valuable cargo to be taken to warehouse and stored in strong room.vii) Valuable mail bags to be personally collected from the aircraft and handed over to

VIE Authority post office with receipted stamped/signed copy of CN38, and copy of same forwarded to Cargo Mail Section, Mumbai/ Delhi.

vii) To ensure all pallets/containers/bulk cargo is correctly offloaded and same transported to warehouse.

viii) Should ensure all departure and arrival cargo is escorted by Security Staff from the warehouse to the aircraft and from the aircraft to the warehouse

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Tender no. GH/Comp/VIE/2017/ 001c) Ensure Courier mail is offloaded and shifted/taken to Courier Facility.d) If any courier mail short-landed, appropriate telexes/emails must be sent to all concerned.

12. Attend Departure flight:

i) Hand over Cat A Bag joining / transit to Flight Purser.ii) Load joining documents / manifest in designated container(Door Position).iii) NOTOC with Dangerous Goods to be shown to Captain indicating Degree of Danger of

Goods/ Loading position. Signature on NOTOC to be obtained, copy to be handed over to Load Controller/flight departure file.

iv) DGR certified staff to meet Captain with NOTAC and explain degree of danger of goods and position where same is loaded. Once he is satisfied take signature on NOTAC. Give copy of NOTAC to In-flight Supervisor/First Officer.

13. In regards to incoming mail on flights from India for VIE/ onward destinations, the Coordinator to go to post office with Ramp agent driver to ensure all VIE bound mail is delivered and documents stamped by Post Office and all onward destined mail to be taken to various airlines and handed over by the coordinator. After receiving stamped mail docs, M2 form to be prepared listing all mail bags and forwarded to Cargo Mail Section, Mumbai, with copy in our flight folder. The handing over of postal mail to Postal Authority/transfer to airlines for onward destination should be made within required time by receiving carrier. (as and when required)

14. After flight departure all flight handling reports to be completed. All on-load / offload cargo figures to be passed to AI load control, VIE and to Mumbai by telex. All valuable / Cat A / joining Mail / AOG / Human Remains telexes to be sent. Pallet in / out inventory to be kept on daily basis and forward to Mumbai on fortnightly basis. Daily flight record (Arr/Dep) of all revenues/stores/mail figures to be maintained.

15. Handover on daily basis to AI copies of i) Import/Export manifest and airway billsii) Import/Export cash maps and bank deposit slips

16. Courier mail being accepted has to be X-rayed in coordinator’s presence by AI Security staff or dedi -cated supervisor and each bag has to be tagged. Security letter has to checked and copy of tag attached same to be handed over to Security. Air India Manager/ representative. Bags to be picked up by Ramp agent to be monitored and taken to aircraft and then loaded and advise all concern regarding weight to load control. Send telex/ email after departure.

5.3.6 JOB REQUIREMENTS - CUSTOMER SERVICES UNIT

1. To handle all inquires for export/import, answer telexes and make arrangement for movement of special cargo. Pre-alert telexes for cargo needing special attention to be sent to concerned stations. Maintain records of export shipments including filing of CTM. Sort discrepancies pertaining to export / import consignments. The customer Services Unit will function under the direction of Air India personnel.

Functions to be performed:i) Post flight computer action on every consignment to LMS – freight delivered.ii) Import notification – by telephone / fax & e-mail/ LMS / PSS (ULD arrival message / entry)iii) Telephone queries for export/import.iv) Tracing – mishandled cargo/ short-shipments.

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Tender no. GH/Comp/VIE/2017/ 001v) Flight details/arrival details for export/import shipments.vi) Handle General cargo rates ( TACT ) enquiries.vii) Miscellaneous queries – Storage charges, documentation, special handling of cargo etc.viii) Postal mail statistics – AV7 statement made for each flight for Cargo Mail Section, Mumbai

with a copy to Air India.ix) Auditing of flight – check air waybills for correctness of weight, dimensions, PER clause and

other fields.x) Maintain daily Cargo uplift statistics.xi) Issue CCAs.xii) Cover for other staff for lunch hour / vacation – six weeks each plus sick leave.xiii) All correspondence pertaining to customer service.

Supervisor’s additional functions of Dedicated Supervisor of Cargo:

S/no. Particulars1 Cargo Claims – export and import.2 Special customers/ cargo requirements/projects3 Handling of all queries from Indian missions regarding export,

import, diplomatic mail etc.4 Maintenance of building / equipment including repairs5 All correspondence pertaining to customer service

5.4 JOB REQUIREMENTS - COMAT HANDLING

General COMAT Functions: Handling of all Company material transported by the Carrier. Coordinate with Regional Materials Manager –(R-MMD) office for movement of COMAT/AOG/Critical company consignments.

5.4.1 General Functions to be performed:i. Answer all faxes / telexes/emails giving required / requested information.

ii. Find all designated A.O.G.’s critical, work stoppage consignments and as-sign them to Q Notes / air waybills.

iii. Resolve all discrepancies regarding unpaid invoices (find relevant Q Notes / air waybills).

iv. Fax or mail requests for invoices / correct P.O. numbers or any other dis-crepancy to MMD and match same when received. Send reminders for same, if not received.

v. Book Air India cargo freight. Obtain booking rate and tariff information. vi. Send for C.O.D. payments from MMD. Keep a copy of payment cheques, if

received. If consignment returned due no payment, keep copy of slip / return date.vii. Return all consignments to vendor requested by MMD.

viii. Notify parties of COMAT / import P/U’s.ix. Give local P/U for COMAT / imports.x. Maintain trucking receipts, Q Note / air waybill files etc.

xi. Send freight for repacking.xii. Answer telephone requests.

5.4.2 COMAT EXPORTS - 1

As regards COMAT, the handling agency is required to carry out exactly the same functions as for any Commercial Export shipment, with the difference that the making of the AWB and the

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Tender no. GH/Comp/VIE/2017/ 001labeling of all packages are done by Air India. For all purposes, it is the same as any Commercial shipment. The functions of acceptance, documentation, computer feeding of data, labeling, handling of AOG including DG COMAT consignments, transferring of inbound COMAT consignments to final destination, maintaining a record of outbound/inbound COMAT. To liaise with RM-MMD for uplift of AOG/DG COMAT consignments.

Functions to be performed:

1. Freight received from UPS / FEDEX / other carriers.2. Load / store freight into bins as per date / section for delivery.3. Feed details of each shipment into Carrier’s System obtain Q Note / air waybill.4. Label freight (COMAT number / AOG / Must GO, etc. )5. Air India COMAT airway bills exempt from applicable AWB bill fee.6. Prepare paperwork for export, including AES data entry when required and manifesting in

AI-LMS for departure with copies to destinations, MMD and cargo office.

5.4.3 COMAT IMPORTS - 2

The prospective tenders to advise if they have the necessary facilities for the customs clearance of imports. In brief, the COMAT shipments are like any other commercial cargo shipments except that the documentation and labeling is done by Air India themselves.

Functions to be performed:1. Prepare / Type 3311 customs forms with copies for customs.2. When COMAT consignment cleared by customs, match custom papers with tally.3. Make labels for each consignment and attach same.4. Deliver to UPS / FEDEX / other approved carrier.5. Prepare paper work for information of MMD.6. Answer all telex/E-mails correspondence requesting for forwarding information from

Mumbai / MMD / Engineering.

5.5 General Cargo Handling Specifications

1. Liaise with local authorities.2. Indicate the Handling Company is acting as handling agent for Air India.3. Dispatch and receive all messages in connection with the services performed by the handling com-

pany, using Air India originator code, as applicable. Maintain a message file containing all above-mentioned messages pertaining to each flight.

4. Maintain clean, well lit (access controlled) facilities for handling of cargo, protecting cargo from unauthorized access and weather.

5. Take appropriate action to prevent theft of, or damage to, cargo.6. Ensure safe operation of all equipment in facility.7. Provide acceptance/certification check for all dangerous goods to be handled per existing procedures

and regulations applicable to Air India.8. Obtain receipt upon delivery of cargo.9. Maintain all files ( e.g. security, dangerous goods, live animal, human remains, mail etc ) in accor-

dance with Air India and regulatory requirements.10. Check all documents to ensure shipment may be carried in accordance with Air India’s and all appli-

cable regulatory requirements.11. Place cargo under Customs’ control, if required, and clear discrepancies in accordance with local

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 00112. Present to Customs, as required, cargo for physical examination.13. Take immediate action in accordance with Air India’s and/or local authorities’ instructions in respect

of irregularities, damage or mishandling of dangerous goods and special cargo shipments. Set up in-spection services as required.

14. Report to Air India any irregularities discovered in cargo handling. Research and resolve air waybill discrepancy reports.

15. Handle lost, found and damaged cargo matters, as mutually agreed. ( Repair or repackage damaged containers/cartons for further carriage.)

16. Notify Air India of complaints and claims, giving supporting data.17. Resolve customer complaints at first point of contact within established guidelines.18. Non-delivery notices must be completed and mailed for unclaimed shipments.19. Take action in accordance with applicable instructions when consignee refuses acceptance or pay-

ment.20. All import short shipments, damages and short landings must be telexed to the origin and transit sta-

tions and a proper short shipment and / or damage report filled out.21. All irregularities must be marked and updated for quick response.22. Balance actual daily collections.23. Deposit collections in Air India account and maintain record.24. Collect payments & Forward all documentation pertaining to collection to the Carrier’s Accounts Of-

fice.25. Handle company mail, as mutually agreed.26. All Stationary such as Customs clearing documents for import and export to be provided by handling

agent as per industry practice. For example carrier certificates, inbound transfer documents etc.27. Handling Agent should provide his own internet access and computer to comply with Customs Regu-

lations and submission of export declarations for comat.28. Safe-guarding of Cargo and mail on round the clock basis in cargo warehouse and X-ray

screening/physical examination/ observing 24 hrs cooling off period of cargo/mail for export cargo.29. (Handling Agent shall not take this responsibility for export declarations.)

5.6 Cargo handling on Ramp side After off-loading of the aircraft the inbound cargo pallet and containers to be taken to Cargo ware-

house not later than 75 minutes of arrival. The departure cargo should be picked up from the Cargo warehouse and positioned under the aircraft for loading at least 90 minutes before departure.

Postal Mail will be offloaded from the aircraft and delivered to the postal authorities and record maintained for the delivery as per local airport procedure.

All cargo movement from/to aircraft and ramp must be under security escort and cargo should not be left unattended at any time.

The Handling Agent will ensure that all Government formalities like JCAB, Customs, Health, Safety, Labour etc. and other mandatory requirements are complied with.

Dangerous Goods will be accepted by Handling Agent's trained personnel in accordance with the lat-est edition of IATA DGR and Carrier's special instructions. The staff from the Handling Company performing these functions should hold valid certificate, periodically updated (cooling period to be maintained).

No extra charges shall be applicable for providing the services at night, on Saturdays, Sundays or le -gal holidays.

6. SECURITY HANDLING

6.1 The Handling Agent should comply with requirements of Ai security procedures.

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Tender no. GH/Comp/VIE/2017/ 001ANNEX-III

SERVICE LEVEL AGREEMENT (SLA)

Attachment to Annex B ___________. (The Annex II -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 VIE concerning service delivery standards for the ground handling services contracted between the two parties.

The Service Provider is aware that the delivery of service standards shall not compromise safety procedures. 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, infrastr1ucture, type of aircraft operated etc. at the respective locations.

The service delivery standards outlined below are subject to the Carrier operating on schedule (+/- 120 minutes) and the factors being within the control of the Service Provider. The Service Provider is aware that the delivery of service standards shall not compromise safety procedures.

Performance below Service LevelsThe performance below laid down Service standards and levels shall attract penalties.

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%11-20 minutes 15%21-30 minutes 25%30 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.Any fines / penalties paid by the carrier due to incorrect checking of passenger travel documents at the time of boarding will be recovered from the handling company.

C. Security - Target: Nil security breaches (airport security directives, airport regulations, 100% baggage reconciliation, breach of ICAO regulations - Annex17, etc.,) within the responsibility and control of Handling Company.Penalty: Reimbursement of fines/fees imposed on Air India.

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D. Other performance parameters

I. Documentation

Sr.No. Description Compliance Penalty1)i

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)i

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

100%

3)LIR to be complete & signed

100% 3% of handling charge

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

100% 7% of handling charge

5)i

No acts of omission and commission by Handling Company employee.

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

6)v

No mishandling due check-in handling

100% Actual compensation paid to the passenger will be recovered

7)v

No baggage left behind 100%

II . Check-in, Boarding, Baggage Handling

Sr.No.

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

8) Counter opening 4 hrs before STD EUR 100

9) Supervisor 1 Supervisor each under aircraft & bag room

EUR 100

10) Any discrepancy not covered above EUR 100

III. Safety / Security:

Sr. No.

Activity MonthlyTarget

Penalty for not meeting target

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

100% 800 €

12) 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.

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Tender no. GH/Comp/VIE/2017/ 001Sr. No.


Penalty for not meeting target

13) Any liability arising out of damage/loss caused to third party property/person due negligence of GHA employees/Outsourced employees or deficiency in the procedures.

Nil Incident

Any such liabilities or associated costs.

14) Staff Shortage between 2 to 3 staff Nil 100 € per staff15) Staff Shortage between 4 and beyond Nil 150 € per staff17) Loading Supervisor To Be DGR trained 100% 200 € per staff18) Staff working in operational area to be trained

in Airside Safety and SMS (Safety Management System).

100% 200 € per staff

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

Nil Incident/ Accident

100% + as per Para Article 8 of the main agreement

20) Any liability arising out of damage/loss caused to third party property/person due negligence of GHA employees/Outsourced employees or deficiency in the procedures.

Nil Incident

Any such liabilities or associated costs.

IV. Ramp Handling

Sr.No.

Service Requirement Penalty per flight if not complied (amount in

EUR)22) Container/Belt loader 2 container loaders and belt

Loader immediately on arrival EUR 100

23) Baggage delivery First baggage on belt to be business class baggage

EUR 100

First Economy class baggage 10 mins after arrival

EUR 100

Last Baggage 45 min of arrival EUR 100

2 Baggage handlers in arrival hall EUR 100

2 Baggage handlers in arrival hall EUR 100

24) Information to consignee on arrival of cargo

Within 12 hours of arrival of Cargo at Airport

EUR 100

Information to Carriers’ local representative in case of any irregularity

Within 12 hours of arrival of Cargo at Airport

EUR 100

25) Supervisor 1 Supervisor each under aircraft & bag room

EUR 100

26) Positioning of GPU A-10 mts or within 10 mts of request as applicable

EUR 200

27) Positioning of Air Starter Unit (on request)

A-10 and D-10 for APU U/S aircraft

EUR 200

28) Provision of GS Equipment on hardstand

within 20 mins of request EUR 75

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Tender no. GH/Comp/VIE/2017/ 001Sr.

No.Service Requirement Penalty per flight if not

complied (amount in EUR)

30) No damaged ULD should be loaded

All serviceable containers to be loaded.

EUR 100 (per incident)

31) Proper handling and no damage to ULD

ULD not to be damaged at station with zero failures.

Cost of ULD

32) ULD Import & Export UCM message - 1hr after ATD

100% 100 €

33) Maintain ULD Float as per (agreed allocated ULD float + 10 %)

100% 20 € per extra ULD

34) ULD Float message- 1st & 15th of every month

100% 100 € per case of non-compliance

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

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

36) No baggage left behind 100% Actual compensation paid to the passenger will be recovered

37) Report arrival of Damaged ULD to carrier’s local representative within 40 minutes of ATA.

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

V CARGO Handling :

Sr. No.


Penalty for not meeting target (% of monthly

bill)i. DGR/AVI/VAL/ HUM acceptance strict

to IATA regulations 100% 1%

ii. Loading Supervisor To Be DGR trained 100% 3%iii. Staff working in operational area to be

trained in Airside Safety and SMS (Safety Mgmt. System).

100% 3%

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

Nil Incident/ Accident 100% of that flight+ as per Liability of Annex-B.

v. Arrival HUM/ AVI/ VAL/ DGR To be moved from arrival bay/ ramp within 10 min after offloading

EUR300 + compensation paid by carrier to consignee

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Tender no. GH/Comp/VIE/2017/ 001Sr. No.


Penalty for not meeting target (% of monthly

bill)vi. DGR/AVI/VAL/ HUM loading/

offloading to FlightStrictly and securely as per IATA regulations and guidelines.

EUR 400

vii. Proper handling and no damage to ULD inside Cargo warehouse

ULD not to be damaged with zero failures.

Cost of ULD

viii. Cargo/Mail transportation Inbound all cargo/mail delivered to Warehouse within 60 mts of chocks on

EUR 100

ix. Cargo/Mail transportation Outbound- positioned 75 mts prior to STD

EUR 100

x. DGR/AVI/VAL/ HUM acceptance strict to IATA regulations

100% 200 € per default + penalty

imposed on carrier if any

xi. Any liability arising out of delay in delivery of cargo

Nil Incident Any such liabilities or associated

costs.

VI Cabin Cleaning:

Sr.No

Service Requirement Penalty for not meeting requirement

i. Nil Discrepancies in quality of cabin cleaning

< 2 cases per month 100 €

ii. Monthly stock statement of cabin service items to be submitted to Carrier

by 7th day of following month 100 €

iii. Commencement commence immediately after disembarkation/ clearance by Carrier

100 €

iv. Completion complete at least 60 minutes before STD/ETD

200 €

Note:

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

(ii) Repeated noncompliance of Norms/ requirement / target level levied will invite penalty double of the above penalties

(iii) 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"

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 001ANNEX - IV

COMPREHENSIVE HANDLING SERVICES REQUIRED BY AI AS PER IATA AHM 810, JANUARY 2013 VERSION ANDYELLOW PAGES OF AHM 810- 36 EDITION

Services Sections/TermsSection 1 –Management Functions1.1.1 (b), 1.1.2, 1.1.3, 1.1.41.2.1, 1.2.2, 1.2.3 (a,b,c,d,e,f,g,h,) (load control documents to be filed for a period of 6 months) , 1.2.4, 1.2.5,1.3.1(b), 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.7(as per instruction by the carrier), 1.3.8, 1.3.91.4.1, 1.4.2, 1.4.3(a), 1.4.4(a)(b)(c) (1,2,3,6,7) (in consultation with carrier’s representative) , 1.4.5, 1.4.6, 1.4.7 (including safety checks on equipment & updated training of staff engaged in various activities), 1.4.8

Section 2 - Passenger Services2.1.1, 2.1.2, 2.1.3(a)(1), 2.1.3(b)(2,3,4,5,6), 2.1.4(a) (1,2,5), 2.1.4(b) (3,4) 2.1.5, 2.1.6 (as per carrier’s instruction), 2.1.7, 2.1.8(b)(4), 2.1.8(a)(1,2,5,6), 2.1.9(a)(c)(d- at common ticketing counter during Airport working hours) (collection of applicable charges & issue receipts on carrier’s system) ,2.2.1, (*)2.2.2(a)(d), 2.2.3(1,4), (*)2.2.4(a)(b)(1,2) )(i)(iv), 2.2.5(a)(b-issue receipts on carrier’s system)(c) d)(1,4) (Ref Air India Docs for EBT/MCO's), (*)2.2.6(a)(b)(1,2)(i)(iv), 2.2.7(a), 2.2.8(a)(d), 2.2.9(a,d) (limited to ticket service charge or excess charges), (*)2.2.10(a)(b)(1,2)(i)(ii)(iv)(carrier’s stationery to be used),2.2.11(a)(b)(1)(4), 2.2.12(a), 2.2.13 (a)(d), 2.2.14(a)(d), 2.2.15, 2.2.16, 2.2.17 (closing of flight and coupons in the carrier’s system)2.3.2(a), 2.3.3, 2.3.4(a)(1)(2)(3-21days)(6), 2.3.4(b)(4,5,7)

Section 3 - Ramp Services

3.1.1(sortation of priority, Transfer and Local Bag), 3.1.2, 3.1.3, 3.1.4, 3.1.5, 3.1.6, 3.1.7(a), 3.1.8, 3.2.1(a), 3.2.2,3.3.1, 3.3.2(6),3.4.1(a)(c)(1- Handling Company provide GPU), 2-during standard ground time- 4 hours-included, , 3.4.1(b)(c)(3,4,5-on request and additional charge), 3.6.1(a)(c)(1,3), 3.6.2, 3.6.3(a)(c), 3.6.4(a), 3.6.5(a), 3.6.6, 3.6.7, 3.6.9(a), 3.7.1, 3.7.2(a)(1,2), 3.7.3, 3.8.1(a)(1)(4- wing walker at each wing tip), 3.8.1(b)(2)(3), 3.8.2(b),3.10.1 (a)-2,3,4,5,6,7,8,9,10,(11-if requested); (b)- 2,3,4,5,6,7,8,9,10, 3.10.2 (a), 3.10.3(a-h)(1), 3.10.4(1), 3.11.1(a)(1,2),3.12.1(a)(1,2,3)(Certificate Report provided on request and at no extra cost for audit purpose)3.14.1 (sufficient to store 3 months requirement of cabin material), 3.14.2, 3.14.33.15.1, 3.15.2, 3.15.3, (2 High Loaders)De icing/Anti -Icing Services- 3.16-(on request-will be charged additional)3.16.2, 3.16.4, 3.16.5, 3.16.7, 3.16.8, 3.16.9, 3.16.10 (on request, limited to de-/anti-Icing slips)Note: 3.15 (Catering supplies including food / beverages trolleys will be x-rayed once the catering truck will enter the sterile area at checkpoint west. Catering Company will arrange for uplift of catering supplies and trolleys to the x-ray machine. Handling Company’s Catering Hi-lift vehicle will be used to upload the complete Catering supplies including food / beverages trolleys and moved to Aircraft under supervision of Carrier’s Security service provider)3.16 (5 services per year included)( excluding fluid cost)

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 001 Section 4 - load Control Communication, Flt. Operation and Crew Management4.1.1, 4.1.2(a,b-1),4.2.1, 4.2.2 (including load information from cargo Handling Company), 4.2.3,4.3.1, 4.3.2(a)(1), 4.3.3(a)(1),4.3.4(b)(1), 4.3.5(d), 4.3.6(1), 4.3.7, 4.3.9 4.4.1, 4.4.4, 4.4.5, 4.4.6(a) (limited to general declaration),

Section 5 - Cargo/Mail Handling5.1.1(a)(1)(2)(as mutually agreed)(3)(as mutually agreed)(4)(5)(6)(9)(10)(with AWB only), 5.1.2, 5.1.3, 5.2.1(a)(2)(3) (b)(1)(3) (c)(1)(2)(3)(d)(1)(2)(3), 5.3.1(b)(c)(d)(booking list provided by GSA(e)(f)(g)(h), 5.3.2, 5.3.3(a)(1,2), 5.3.4(a) (From AC to Handling Company Warehouse and vice versa), 5.4.1 (b)(c)(d)(weight-and volume check)(e), 5.4.2, (*)5.4.3(a)(b)(2(i-ULD Only)(ii)(iii), 5.4.4(As per PBU-Regulation), 5.4.5, (*)5.4.6(a)(b)(c)(d), 5.4.7(a)(customs and security seals)(b)(c)(d)(security seals),, 5.5.1, 5.5.2, 5.5.3(a)(1), 5.5.4, 5.7.1,5.7.2(a),5.7.3(a),5.7.4(a),5.7.5

Section 6 - Support Services6.2.1(a),(c)(1)(3-world Tracer), 6.2.2(a)(1),(2),(3),(8)(restricted to irregularity reporting)(c)(4)(5)(6),6.3.1(a) For 25 LD3 containers and one pallet shelf up to 40 pallets, 6.3.2, 6.3.3 Weekly inventory report is required to be sent to carrier’s designated official, 6.3.4, 6.3.5, (*)6.6.1(a)(1,2,3,4,5,6)(iii),6.7.1,

Section 7 - Security Services

7.1.1(a)(1,2), 7.1.2(b)(1,2,3,4), 7.1.3(b)(1,2,3), 7.1.4(a)(1,2,3,4), 7.2.1(a)(1,2,3,4,5), 7.4.1(b)(1), (*)7.4.2(a)(1,2,3)(a)(b)(c), 7.4.3(b)(1)(2)

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Tender no. GH/Comp/VIE/2017/ 001ANNEX - V

HANDLING COMPANY PROFILE

Please furnish following information and other relevant information pertaining to your Handling Company in general and your facility and capability for Passenger, Flight Operations, cabin cleaning, ramp handling, Cargo Warehouse handling Services at Vienna International Airport, Vienna, USA (VIE) in particular covering following:

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AIR INDIA LIMITED



39

Sr. Description Agreed/ Provided

Remarks / Info

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

2. Brief resume of Handling Company specifying capabilities for providing various handling services to different aircraft at Vienna Airport.

3. Please specify the services you are offering from the following in this tender and confirm that you are Authorized/ Licensed Handling Agent at Vienna Int'l Airport for the services with reference. (Name of Outsourced company-if any)

i Passenger ii Rampiii Flight OpsIv Cabin CleaningV Cargo handling including warehousingvi De-icingvii Catering Hi-lift

4. Please give brief description of resources held at Vienna International Airport & the date since when providing handling services at Vienna Int'l Airport.

a) Manpower (on Company’s pay roll) I ManagerialIi Supervisoryiii Skilled personnel, (agents)Iv Load and Trim staff(qualified for

B787)v. Semi skilled / unskilled staffb) Assets : Offices,

workshop facility etc.

c) Equipment : Number of GS Equipment held in each type like

GPU, ASU, ACU, MDL, Push Back, Suitable Tow Bar, Loaders, Transporters, Conveyors, Step ladder etc.

d) Number of simultaneous Passenger wide-bodied flights you can handle at VIE.

e) 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 Handling Agent in Vienna International Airport.

AIR INDIA LIMITED



19. EVALUATION / QUALIFYING CRITERIA

In order to assess the capability of service providers, who show interest in our selection process, point system of evaluation has been indicated in this process.

A. Minimum points to be obtained to qualify for the final Evaluation process is Twelve (12).

B. The term “Ground Handling Services” means services meeting all requirement as in Annex IV of this of ‘IATA SGHA (January 2013) & Yellow pages of AHM 36th edition’.

C. The handling company who have handled less than 300 wide body flights during the calen-dar year 2016 will not qualify technically and will not be considered for this tender selec-tion.

Sr. no.

Parameter Points Party’s response

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

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

iii) Total number of scheduled client airlines (Pax flights) to which you are providing Ground Handling services (for wide body aircraft) at the airports of your operation.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 calendar year (2016) at Vienna (VIE).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

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 001Sr. no.

Parameter Points Party’s response

(bunching of flights) at Vienna international Airport (VIE) on any given day of the week.Less than 02 flights 002 – 04 flights 105 - 09 flights 210 - 15 flights 315 & above 4

vi) Safety Track Record-Nil Ground Incident at Vienna International Airport. No. of Ground Incident (Records/ recognised by Airport Operator / Civil Aviation Authority/ Local Operating Body and Biggest Client Airlines.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 Vienna in Euro.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 Vienna International Airport, Vienna?Yes 3No 0

ix) Number of Accreditations / Certifications/Approvals for Ground Handling services held.Less than 3 1More than 3 3

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

xi) Is Service Provider providing Ground handling services to B787 type of commercial Aircraft at VIE.Yes 3No 0

20 Integrity pact and Integrity Pact program must be acceptable to you. Please confirm.

Please do not quote price in response to this annexure. All responses to be signed by Authorized Signatory with company Seal.

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AIR INDIA LIMITED



ANNEX-VI

COMMERCIAL OFFER

Your quotation must cover following points:

Quotation for providing comprehensive services as per service requirements listed in Annex IV for respective services and meeting the resources required /Procedures and service standards as in Annexure II for handling of flights at Vienna International Airport (VIE), AUSTRIA and diversionary flights in Bratislava(BTS), Salzburg(SZG), Prague(PRG) and in Budapest(BUD).

Please note, your quotation must be in the form of Annex B, simplified version of IATA SGHA January 2013, with the Rates as in the following format.

PARAGRAPH 1 - HANDLING SERVICES AND CHARGES

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 of Annex IV of this SGHA at the following rates in EUR

1.1.1 (Pax, Ramp, Cargo, Cabin Cleaning, Flight Operations and security Handling) Services Required by Air India

Service requirement as per IATA SGHA 2013

Services Sections/TermsSection 1 –Management Functions1.1.1 (b), 1.1.2, 1.1.3, 1.1.41.2.1, 1.2.2, 1.2.3 (a,b,c,d,e,f,g,h,) (load control documents to be filed for a period of 6 months) , 1.2.4, 1.2.5,1.3.1(b), 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.7(as per instruction by the carrier), 1.3.8, 1.3.91.4.1, 1.4.2, 1.4.3(a), 1.4.4(a)(b)(c) (1,2,3,6,7) (in consultation with carrier’s representative) , 1.4.5, 1.4.6, 1.4.7 (including safety checks on equipment & updated training of staff engaged in various activities), 1.4.8

Section 2 - Passenger Services2.1.1, 2.1.2, 2.1.3(a)(1), 2.1.3(b)(2,3,4,5,6), 2.1.4(a) (1,2,5), 2.1.4(b) (3,4) 2.1.5, 2.1.6 (as per carrier’s instruction), 2.1.7, 2.1.8(b)(4), 2.1.8(a)(1,2,5,6), 2.1.9(a)(c)(d- at common ticketing counter during Airport working hours) (collection of applicable charges & issue receipts on carrier’s system) ,2.2.1, (*)2.2.2(a)(d), 2.2.3(1,4), (*)2.2.4(a)(b)(1,2) )(i)(iv), 2.2.5(a)(b-issue receipts on carrier’s system)(c) d)(1,4) (Ref Air India Docs for EBT/MCO's), (*)2.2.6(a)(b)(1,2)(i)(iv), 2.2.7(a), 2.2.8(a)(d), 2.2.9(a,d) (limited to ticket service charge or excess charges), (*)2.2.10(a)(b)(1,2)(i)(ii)(iv)(carrier’s stationery to be used),2.2.11(a)(b)(1)(4), 2.2.12(a), 2.2.13 (a)(d), 2.2.14(a)(d), 2.2.15, 2.2.16, 2.2.17 (closing of flight and coupons in the carrier’s system)2.3.2(a), 2.3.3, 2.3.4(a)(1)(2)(3-21days)(6), 2.3.4(b)(4,5,7)

Section 3 - Ramp Services

3.1.1(sortation of priority, Transfer and Local Bag), 3.1.2, 3.1.3, 3.1.4, 3.1.5, 3.1.6, 3.1.7(a),

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 0013.1.8, 3.2.1(a), 3.2.2,3.3.1, 3.3.2(6),3.4.1(a)(c)(1- Handling Company provide GPU), 2-during standard ground time- 4 hours-included, , 3.4.1(b)(c)(3,4,5-on request and additional charge), 3.6.1(a)(c)(1,3), 3.6.2, 3.6.3(a)(c), 3.6.4(a), 3.6.5(a), 3.6.6, 3.6.7, 3.6.9(a), 3.7.1, 3.7.2(a)(1,2), 3.7.3, 3.8.1(a)(1)(4- wing walker at each wing tip), 3.8.1(b)(2)(3), 3.8.2(b),3.10.1 (a)-2,3,4,5,6,7,8,9,10,(11-if requested); (b)- 2,3,4,5,6,7,8,9,10, 3.10.2 (a), 3.10.3(a-h)(1), 3.10.4(1), 3.11.1(a)(1,2),3.12.1(a)(1,2,3)(Certificate Report provided on request and at no extra cost for audit purpose)3.14.1 (sufficient to store 3 months requirement of cabin material), 3.14.2, 3.14.33.15.1, 3.15.2, 3.15.3, (2 High Loaders)De icing/Anti -Icing Services- 3.16-(on request-will be charged additional)3.16.2, 3.16.4, 3.16.5, 3.16.7, 3.16.8, 3.16.9, 3.16.10 (on request, limited to de-/anti-Icing slips)Note: 3.15 (Catering supplies including food / beverages trolleys will be x-rayed once the catering truck will enter the sterile area at checkpoint west. Catering Company will arrange for uplift of catering supplies and trolleys to the x-ray machine. Handling Company’s Catering Hi-lift vehicle will be used to upload the complete Catering supplies including food / beverages trolleys and moved to Aircraft under supervision of Carrier’s Security service provider)3.16 (5 services per year included)( excluding fluid cost) Section 4 - load Control Communication, Flt. Operation and Crew Management4.1.1, 4.1.2(a,b-1),4.2.1, 4.2.2 (including load information from cargo Handling Company), 4.2.3,4.3.1, 4.3.2(a)(1), 4.3.3(a)(1),4.3.4(b)(1), 4.3.5(d), 4.3.6(1), 4.3.7, 4.3.9 4.4.1, 4.4.4, 4.4.5, 4.4.6(a) (limited to general declaration),

Section 5 - Cargo/Mail Handling5.1.1(a)(1)(2)(as mutually agreed)(3)(as mutually agreed)(4)(5)(6)(9)(10)(with AWB only), 5.1.2, 5.1.3, 5.2.1(a)(2)(3) (b)(1)(3) (c)(1)(2)(3)(d)(1)(2)(3), 5.3.1(b)(c)(d)(booking list provided by GSA(e)(f)(g)(h), 5.3.2, 5.3.3(a)(1,2), 5.3.4(a) (From AC to Handling Company Warehouse and vice versa), 5.4.1 (b)(c)(d)(weight-and volume check)(e), 5.4.2, (*)5.4.3(a)(b)(2(i-ULD Only)(ii)(iii), 5.4.4(As per PBU-Regulation), 5.4.5, (*)5.4.6(a)(b)(c)(d), 5.4.7(a)(customs and security seals)(b)(c)(d)(security seals),, 5.5.1, 5.5.2, 5.5.3(a)(1), 5.5.4, 5.7.1,5.7.2(a),5.7.3(a),5.7.4(a),5.7.5

Section 6 - Support Services6.2.1(a),(c)(1)(3-world Tracer), 6.2.2(a)(1),(2),(3),(8)(restricted to irregularity reporting)(c)(4)(5)(6),6.3.1(a) For 25 LD3 containers and one pallet shelf up to 40 pallets, 6.3.2, 6.3.3 Weekly inventory report is required to be sent to carrier’s designated official, 6.3.4, 6.3.5, (*)6.6.1(a)(1,2,3,4,5,6)(iii),6.7.1,

Section 7 - Security Services

7.1.1(a)(1,2), 7.1.2(b)(1,2,3,4), 7.1.3(b)(1,2,3), 7.1.4(a)(1,2,3,4), 7.2.1(a)(1,2,3,4,5),

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 0017.4.1(b)(1), (*)7.4.2(a)(1,2,3)(a)(b)(c), 7.4.3(b)(1)(2)

1.1.2 Handling Charges and Discounts:

(a) Comprehensive Flight handling rates (EUR) comprising of Passenger handling including Flight Dispatch, Ramp handling (including Cabin cleaning) services including all services of Para 1.1.1 (except Cargo Handling Services) are as follows.

Type of Aircraft Per Transit Per Turnaround

B787-800/900, B777-200LRB777-300ER

B747-200/300/400A320/A321/B737

The above flight handling charges per flight are for resources requirement and Service standards mentioned in Annex II and include the following:

i. All services of para 1.1.1 aboveii. Taxes/ royalties / surcharges/ Levies

iii. Provision of Wheel Chairs iv. Transport for Escorting and positioning of personnel for performance of services v. Provision of spaces as per para 1.1.1

vi. Counter rental, Cute & DCS Charges, vii. Provision of Catering Hi-lift.

Specify exclusion that you intend to charge over and above the rates indicated above.

(b) Discount Percentage (%) on basic flight handling charge Para 1.1.2 – (a) for total number of flights in a month.

Average Flights per Month11 to 15 16 to 25 More than 25

1.1.3 Please also furnish the list of charges for additional Ground equipment that may be some times required at VIE (Rates in EUR per half an hour of use per flight).

1.1.4 Cargo/Mail Handling charges and X-Ray Screening charges.

Sr. No. Service / Item

Rate (EUR)Import Export

(a) Cargo and Mail handling charge (per Kilogram)(b) Transfer cargo handling charge (per kilogram)(c) COMAT handling charge (per kilogram)

(f) X-Ray Screening (per kilogram) and Max. per flight

(g) Return Cargo-data capture ( FWB & HAWB)

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AIR INDIA LIMITED



Consumables for ULD build up of export cargo like skids, plastic cover, lashings etc. will be sup -plied by the Handling Company.

Specify exclusion that you intend to charge over and above the rates indicated above.

Note: Net cost to Air India shall be calculated after taking into account- Handling rates quoted at para 1.1.2 (a), 1.1.4 at the level of flight operations proposed as per Annex-I (assuming 100% cargo X-Ray screening) and applying discount offered at para 1.1.2 (b) on the proposed flight operations and adding taxes as indicated para 1.1

1.2 Handling charge in case of technical landing for other than commercial purposes will be 25% of the basic handing rate as per para 1.1.2, provided a physical change of load is not involved.

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

1.4 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 Sub-Paragraph 1.2 of this Annex.

1.5 Rates and discounts quoted in Para 1 and para 2 shall remain firm for contract period.

1.6 There will be no charge for flight cancellations where the Carrier informs/gives notice 4 hours prior to schedule time of Arrival.

1.7 No Escalation in Handling Charges shall apply in case of Change in Schedule of Operations.

1.8 Handling Company confirms that it will be able to commence services as per this Annexure w.e.f. April 1, 2017.

1.9 No extra charges will apply if the flight is arriving late upto 3 hrs of scheduled arrival time, departing late upto 3 hrs after the scheduled departure time or arriving 1 hr prior to scheduled time of arrival. Beyond these timings Carrier will pay for the actual manpower deployed as per Man-hour rate specified in this document.

1.10 No extra charges will be made for providing the services on legal holidays, off days and at night.

1.11 No reimbursement will be made to the handling agent for deputing their staff to undergo airlines specific training, if required by Air India

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

Section Service Unit Charges EUR Remarks3.16 De-icing Truck With

operator (from 6th usage in a year)

Per flight

De-icing Fluid Type-1 Per GallonDe-icing Fluid Type -2 Per Gallon

2.1 Manhour rate/charges for Additional personnel deployment:(Rates in EUR)

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AIR INDIA LIMITED



Position Manhour per person Rate Euro

Customer AgentRamp SupervisorRamp AgentLead Agent

PARAGRAPH 3 - DISBURSEMENTS

3.1 Any disbursement by the Handling Company on behalf of the Carrier will be reimbursed by the Carrier at Cost price plus an additional surcharge of 5%.

PARAGRAPH 4 - LIABILITY AND INDEMNITY

4.1 The limit of liability referred to Sub-Article 8.5 of the Main Agreement of SGHA version 2013 shall be as follows:

Aircraft Type Limit (Per Incident) in USDB777/B747/B787 All series 1,500,000 (1.5 million)

PARAGRAPH 5 - AREA OF RESPONSIBILITY

5.1 The area of responsibility: Vienna International Airport and for diversionary flight at Bratislava(BTS), Salzburg(SZG), Prague(PRG) and Budapest (BUD).

PARAGRAPH 6. TRANSFER OF SERVICES

6.1 In accordance with Sub-Article 3.1 of the main Agreement, the Handling Company plans to Subcontract following services:

Section Service Company

PARAGRAPH 7 - PAYMENT

7.1 Notwithstanding Sub–Article 7.2 of the main Agreement, payment of account shall be effected locally in (EURO) local currency, on monthly basis within 30 days of receipt of invoices by carrier.

PARAGRAPH 8 - DURATION, MODIFICATION AND TERMINATION

8.1 This Annex B shall be effective from April 1, 2017 and shall continue in force for a period of three years or until terminated by either party giving 60 days notice in writing to other party in accordance with the Main Agreement. However, in case of discontinuation of carrier’s flight operations, termination will be without such notice.

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

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 0018.3 Notwithstanding Sub-article 11.11 of the Main Agreement, the Ground Handling rates as specified in Para 1of this Annex B will remain firm for the complete duration of the contract and no escalation for any reason(eg. Change in Minimum wages) would apply.

8.4 Notwithstanding Sub-article 11.2 of the main Agreement, any modification shall be in the form of an Annex B including one made in this Annex B and agreed and signed by the handling Company and the Carrier’s representative..

PARAGRAPH 9 – ADDITIONAL CLAUSE

9.1 "It is expressly understood and agreed by and between ____________Inc. (The Austrian Company) 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 hereunder. 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 ,_____________Inc. 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 10 - SERVICE LEVEL AGREEMENT

10.1 The executed Service Level Agreement, to be attached to Annex B as Annexure and will form integral part of the SGHA.

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

Signature of Authorised Signatory With Company Seal

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AIR INDIA LIMITED


Tender no. GH/Comp/VIE/2017/ 001ANNEX-VIII

Check List to be submitted along with offer

Serial No.

Requirements Check Box

1)1

Handling Company Profile as per Annex V.

2)3

Service requirement as per Annex IV.

3)4

Acceptance of standard termination clause as per IATA SGHA 2013.(Refer Para 8 of Annex VI.)

4)5

Agree to commencement services with effect from 1st April 2017

5)6

Acceptance of Annex II, IV, V, VII and duly signed SLA as in Annex III.

6)1

Rates in Para 1 of Annex VI quoted are as per the format.

7)3

Acceptance of all the para and sub-para of Commercial bid.

8)4

All the papers of tender document and quotation have been signed and stamped by the person authorised by handling Company.

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