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AIR INDIA LIMITED

Tender For Passenger & Ramp Handling at PVG (Pudong International Airport) Shanghai, China

Tender no. GH/P&R/PVG/2018/001

TENDER DOCUMENTDear Handling Agent,

Sub: Passenger and Ramp Handling Services at Pudong International Airport, Shanghai.

Air India Limited (AI), solely at its discretion desires to award Contract for availing “Comprehensive Passenger and Ramp Handling Services” comprising of Passenger handling, Flight Ops, Baggage & Ramp handling services for Air India flights at Terminal-2, Pudong International Airport, Shanghai (PVG).

Handling Companies meeting following criteria are invited to participate in the tender process and submit their offers in the format provided.

(i) Handling Company must have experience of providing passenger and ramp handling including flight ops services, to scheduled commercial airlines operating international flights at PVG Airport, with wide body aircraft.

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

(iii) Handling Company must have provided the passenger and ramp handling services as above to a minimum of 400 flights during year 2017, which must have atleast 150 wide body flights.

Please note 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.

2. You are requested to dispatch your 'Sealed Offer' - Master Envelope on or before 30th

March 2018 by 1700 hours in the office of :

Manoj KakarDGM-GH, HCA, Ground Handling,Air India Limited, Room no: 423, O/o ED-GH, Airlines House, Gurudwara Rakabganj Road, New Delhi- 110001Tel: +91-11-23422182/23422162, Email: [email protected], [email protected], [email protected], [email protected]

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

3. The Tender response are to sent as per the following Annexes.

Annex-I Air India's current schedule of operations at Terminal- 2, Pudong Intl. AirportAnnex-II Resource requirement, Procedures and Services Standards expectedAnnex-III Service Level Agreement(SLA)

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Carrier’s Initial……… Handler’s Initial……..

mailto:[email protected]

mailto:[email protected],



tel:773

AIR INDIA LIMITED



Annex-IV Services, terms and conditions of SGHAAnnex-V Handling Company Profile and Terms of Technical Evaluation Annex-VI Commercial Offer.Annex-VII Integrity Pact.Annex- VII-A Introduction for Integrity Pact (For information only)Annex- VII-B Guidelines for Integrity Pact (For information only)

4. MASTER ENVELOPE: For mailing of the offers against this tender (Containing Envelope 1&2)

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

Tender No. Name, Phone no. And email ID of the Handling Company contact person. Technical Bid or Commercial Bid.

Envelope – 1: “Handling Company Profile – GH” (including Annex-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-2, Pudong International Airport. 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 put in the commercial offer in “Technical Bid envelope”.

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” (Annex-VI) Quotation- ‘Annex-VI’ meeting the requirements of Annex II, III & IV (Version 2013 along with yellow pages of 37th AHM) be submitted in this envelope. The commercial offer may be submitted by responding against each para of Annex VI.

5. Proof of dispatch of offer envelopes at address given above will be considered as date of submission of offers. 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. The attached check list must be submitted along with the technical offer. Air India reserves the right to

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withdraw the complete Tender process at any stage without assigning any reasons thereof.

6. Bid Opening process:

(i) Initially, the technical offers (envelope) will be opened, at the address given at para 2 of this cover note. The parties interested to witness opening of offers may send their representatives for the same.

(ii) The date and time of opening of commercial offers will be informed after physical inspection of the facilities of parties who meets the tender technical requirements.

(iii) Bidders will be informed about date, time and venue for opening of bids and for seeking any clarifications at the contact no. and email id indicated on the top of the envelopes.

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

Mr. Prakash ChandAccounts Manager, Air India Ltd., Room No. 2b3m15, Pudong International Airport-T2, Shanghai [China]Email: [email protected], [email protected] Cell: + 86 21 1381 6688 740,

Mr. Manoj KakarDGM, HCA, Ground Handling HQ.113, Airlines House, Air India Ltd.New-DelhiTel: +91 11 23422182, 23422162Email: [email protected], [email protected],

Regards,Manoj Kakar

DGM, GH,Air India Ltd.

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ANNEXURE-CHECK LIST

Check List to be submitted along with Technical Offer, for confirming inclusion of following documents.

Sr. No.

Requirements. Check Box

TECHNICAL BID.1 Handling Company Profile as per Annex V.2 Relevant documents to establish eligibility (eg. Authorization from Airport

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

3 Acceptance of all paras, services, Terms and conditions of SGHA as per Annex IV.

4 Acceptance of Annex II, IV, V, VII and SLA as in Annex III.5 Letter from Company authorizing person to sign all the Offer Documents.

6 Envelope clearly indicating “Technical Offer” for Passenger and Ramp services to Air India Flights at PVG and the name of Handling Company.

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

COMMERCIAL OFFER1 Rates in Para 1 of Annex VI quoted are as per the format.2 Carefully read the note regarding calculation of Lowest offer.3 All the papers of tender document and quotation have been signed and stamped

by the person authorized by handling Company.4 Envelope clearly indicating commercial offer for passenger and ramp services

to Air India Flights at PVG and the name of Handling Company.

Bid Submission1 Commercial offer envelope is separately sealed.2 Technical offer envelope is separately sealed.3 Both envelopes is put in master envelope and addressed to Air India Limited,

Room no: 423, O/o ED-GH, Airlines House, Gurudwara Rakabganj Road, New Delhi- 110001 (as in para 2 of this cover note)

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ANNEX-I

1. Air India Flight Proposes Schedule at PVG

DAYS

FLIGHT NO

STA/STD A/C SECTOR

2,4,5,6,7 AI 348/349 2020/2200 B787 BOM-DEL-PVG-DEL-BOM

NOTE:i) The Schedule provided above is for PVG effective March 2018. It may be clearly noted

that Schedule are subject to change & intimation of the same will be provided with reasonable Notice. AI flights operate from Terminal-2 Pudong Intl. Airport

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

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

(*)-Configuration is approximate

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

iv) Diversionary Airport of Shanghai (PVG) - SHA(Hongqiao), Nanjing(NKG), Hangzhou (HGH) and Wuhan (WUH)

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Aircraft type Passengers ULD ConfigurationF J Y Pallet Container

B747-400 12 26 385 04 16B777-200LR 08 35 195 06 14B777-300ER 04 35 303 08 20B787-800 -- 18 238 04 16A321 00 20 152 - -

AIR INDIA LIMITED



v) ANNEX – II

RESOURCE REQUIREMENTS AND SERVICE STANDARDS EXPECTED

This document will form a part of GHA and will be mandatory for Handling Agent for compliance. The Service Provider must have well established Quality and Safety monitoring systems, including but not limited to – Training of staff in requisite skills for operating the equipment & In-plane loading system, Safety Management Systems, Quality Management System, DGR, Hazard Reporting Systems, Regular Audits of processes etc.

1.1 PASSENGER HANDLING - RESOURCE REQUIREMENTS

Sr. No.

Job Description / Location Parameters/ Staff

Remarks/ Qualification

1 Minimum no. of counters to be manned [F*/J] + Y(* as applicable aircraft type)- Counter opening at D-4 Hrs. (check-in service level to be adhered as in para 1.2)

01F*/01J/4Y Minimum 1 year of experience in flight handling for check-in agents

2. Counter for excess baggage collection/e-ticketing counter/cashier/ transfer service desk including upgrades /down grades/ re-booking/ re-issuance(voluntary and involuntary) /rail & fly etc. (counter for 3 hrs)

01 counter for 3 Hrs (from D- 4 to till departure )

Fully conversant with ticketing/fares, BSP/IATA procedures, handling of FIM’s & Re-bookings. Around Check In counters

3 Overall flight Supervision (Pax & Ramp supervision) dedicated- TRC (sub-item 1.3.2 of Annex-IV)- Liaison with Ramp / Bag- room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies.

01 Supervisor Minimum 2 years of experience as supervisor for flight handling activities

4 Pre-flight Planning, Loading instructions, Trim, Service (coupon) control,

01 Minimum 1 year experience of load control and flight handling.

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

01 Flt. service controller/ counter supervisor

Minimum 1 year experience in flight handling for designated work.

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

02 Minimum 1 year experience in flight handling for designated work.

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Sr. No.

Job Description / Location Parameters/ Staff

Remarks/ Qualification

7 Arrival activity and Customer Area, to assist Passengers, Lost, Found / Damaged property matters /PIR, Tracing etc./Mishandled Baggage and baggage related issues, handling of Passenger claims (as per AI instructions only) To Process and Conclude every missing baggage case in accordance with AI Rep.

01 Minimum 1 year experience in customer relation & process claims in English (liaison with AI rep) in baggage handling. Fluent in Hindi / English

8 Departure Control System AI’s SITA DCS System

Departure Control System must be handled in AI's System

9 Pax Assistance/ Floor Walker ( Guiding pax to counter, Pax Queries in Line, Monitoring Pax movement till boarding area)

01 Trained in Passenger handling, must have working knowledge of Hindi, English and Chinese.

10 Arrival Activity 02 Minimum 1 year of experience in Passenger handling

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

1.2 Passenger Service standards:

Sr. no.

Service Requirement Standard

1 Flight briefing to all Agents & staff D-4 Hrs2 Opening of Check-in counters 4 hrs before STD3 Closing of Check-in counters D-1 hrs.4 Maximum waiting time in queue Premium/ priority class pax – 5 mins

Economy class – 15 mins5 Maximum check-in process time Premium/ priority class pax- 5 mins

Economy class – 3 mins6 Boarding to commence 60 mins prior to ETD7 Close all ETs Before closure of flight in check-in system8 Send Departure Messages D + 309 Load sheet( confirmed loading) /

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

to be delivered to Aircraft 30 minutes before ETD.

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Sr. no.

Service Requirement Standard

10 Flight plan/WX charts NOTAM document to be handed over to captain

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

11 NOTOC to be reached at Aircraft D-60 Mts12 Offload GNS (gate no show) Pax

baggage.D-20

13 Boarding to complete D-1514 All Door closed D-1015 Baggage Tracer message by 6 hrs after arrival

1.3 Service Standards & Procedures for Passenger Handling:

1.3.1 The staff will carry out the duties as given below following the procedures as given:

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

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

The staff must be smartly dressed, wear readable name Badges. Only the staff, trained for Air India process to be provided for flight handling as per resource requirement. A service agent should not be given simultaneous multiple duty allocations.

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

Before opening of Counters, the Check-in staff for passenger handling must attend the Flight briefing session/ special instructions conducted by the Carrier’s Manager.

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

Check-in Agents will inform the passengers that excess and /or oversized hand baggage is not allowed and such bags will be withdrawal at the gate.

Agents knowing Hindi or any other Indian language will be preferred as TRC/Counter Supervisor/ Agents.

Over all Supervisor will monitor Check In activity, ensure to close counters in time and release containers from baggage room for timely closing Aircraft holds and ensuring on time departures.

Over all Supervisor will also monitor and ensure interline connection of baggage, destination wise loading plan for baggage, and compliance with baggage reconciliation.

Flight supervisor along with the service controller will ensure total compliance of error free APIS transmitted to base station, India. Service controller to ensure that APIS data to be updated and transmitted to India for Indian bound passengers and crew separately. APIS data in UN EDIFACT to be updated and transmitted to US/Canadian Customs for

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US/Canada bound passengers and crew separately as per TSA guidelines. TSA Regulations for ‘NO FLY & SELECTEE’ list to be complied with.

First/ executive class VIP/ CIP passengers with their baggage must be assisted right from the curb point reception desk (subject to advance intimation of arrival) till check in and later to the lounge and then to the aircraft.

All passengers must be on board at least 20 minutes before departure. All agents must know english and agents knowing Hindi or any other Indian language

should be preferred. All agents should be well trained in respective functions. Air India may choose to provide its own Indian uniform for the staff at appropriate time.

Till then the Handling Agent will provide them with their uniforms. Air India will provide initial training on AI specific systems and procedures by deputing

an instructor at its own cost. The Handling Agent will depute maximum number of staff to undergo the training and will absorb the staff cost for training and arrange for appropriate training facilities. If the Handling Company, in future, wants additional training for their staff due attrition / high turnover, the Handling Company will agree to pay for all training Cost.

Monitoring customer service at check-in line, to assist first/executive class passengers with their baggage and departure agents to ensure retrieving heavy/odd size/cabin restricted hand baggage/ strollers. Motorized wheel chairs at the boarding gate and after tagging them handover to ramp Handler securely for loading in Security Container/Bulk.

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

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

Handling company will provide facilities for collection of excess baggage tariff and issuing or rerouting MCO/ E-FIMS / E-ticket, issuance of payment receipts and documents.

Monthly sales report must be submitted to AI office concerning all issuing EBG and MCO etc. Daily sales report summary shall be submitted to AI office after the flight for reconciliation with the system reporting.

GHA to handle, EMD- Electronics miscellaneous Documents- resolutions for Electronic FIMS, EB/ E-ticket / MCO cases, and submits sales reports on monthly basis.

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

TRC (Turnaround coordinator) for complete flight coordination for ramp activity, make-up baggage monitoring, break up baggage monitoring/Aircraft cleaning services to be provided.

The number of check-in counters shall be as specified by the Carrier above in Para 1.1 of the Resource requirement in order to avoid large queues of passengers and to ensure passenger check-in time. The counters are to be increased accordingly to keep the passenger check-in waiting time at most 13 Minutes.

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

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

Loading of baggage and cargo should be as per given load plan. Any deviation to be informed to TRC / CIC without delay. GHA must take appropriate action for handling priority baggage, cargo and mail. Handling Company will maintain a <<flight folder>> for each flight for a period of at least 90 days. The file will include the final load-sheet with remarks and signatures, the balance chart if done manually, any last minute changes and the loading report duly signed along with the load message received and sent for a particular flight.

Operational documents/information (Flight plan/WX Chart/NOTAM/NOTOC) will be prepared by Handling Company and delivered to the flight commander.

Complete handling and full support to Deportee passengers will be given by the Handling Company which will include:

a) Flight arrangement on Air India or other carrier.b) Assistance to passenger (Meals/telephone/baggage check at Customs/ c) escort to gate for return flight and other unanticipated incidents).d) Arrangement of hotel accommodation and security guard as and whene) necessary.f) Assist carrier in coordinating with Handler/ Handling at Diversionary Airport.

1.3.2 Safety, Quality and Audits:

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

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

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

iv) The Handling Company will comply with all requirements under CAAC(Civil Aviation Administration of China), TSA, CBP, FAA, and follow laws/rules with the IATA, ICAO, ISAGO, DGAC, SAFA, Air India, local airport regulator and LBA, regulations and any other Local Civil Aviation Authority/ local / mandatory regulations by DGAC Regulatory Authority.

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

vi) A daily review will be done by way of exception reporting form(ERF). This form will be filled up for each flight handling by carrier’s representative and will be jointly signed with

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TRC/ Duty officer of GHA.vii) 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.

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

1.3.3 Delays and disruptions:

i) In case of delayed arrival of the flight, the Handling Company shall endeavor to reduce the ground time in order to make up the delay and depart the flight on time. It will be the responsibility of handling agent to ensure that all flights depart as per their schedule.

ii) Handling Company will coordinate all activities in case of diverted flights. All activities involved in coordination with diverted airport to be handled during any time of the day.

iii) For delayed (long) or AOG flights in case of exigency handling company to provide additional required staff to assist in rebooking stranded passengers or making hotel arrangements etc.

iv) Re-booking / Revalidation & Reissue of tickets in case of flight disruption due any reason must be done by handling Company within 2 hrs of flight cancellation and transfer passengers thereafter.

v) In case of flight irregularity, delayed or cancellation, the Handling Company will issue FIM/ rebooking.

1.4 Functioning of Officers/ Agents/ Staff:

1.4.1 Passenger Services Supervisor-TRC (Dedicated Supervisor)

a) TRC to ensure full Co-ordination with Ramp Agents at aircraft , makeup and break up for Counter opening and closing, dispatch of first and last F/ J/ Y Class baggage, Baggage reconciliation coordination, ramp loading, offloading, Make-up, break up liaison etc.

b) Pre Catering Orderc) Ensure to sent Delay / Departure / Special Handling messages/ WCHR messages etc. d) AOS- Area of sales- Reports prepared on a daily basis.e) Arrange count and cross check for arrival/ Departure no of WCHR(provided by other

agency) on random basis.f) Overall flight Supervision (Pax handling & Ramp supervision) dedicated-TRC (sub-item

1.3.2 of Annex-IV)- Liaison with Ramp / Bag- room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies.

g) TRC must be in co-ordination with passenger handling coordinator and report all below the wing activities to APM-Air India. TRC is responsible for monitoring and coordination.

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h) Ensure that NSFT (not seen for transfer) message sent to detination station from back office latest by D+20.

1.4.2 Dedicated Service Controller:( Counter Supervisor):

a) 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.

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

c) Ensure staff do not get into altercation with passenger at check-in or Customer Service Desk.

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

e) 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

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

1.4.3 Arrival Agent: (Two)

a) To meet the flight.b) Ensure all First and Executive class passengers are facilitated. c) All transit passengers are met and assisted. d) Check in PSS the Wheelchair requirements and also verify with crew and arrange

requisite number of wheelchairs for passengers and confirm the counting of WCHR provided.

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

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

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

bags going around on baggage belt.i) Note down actual timings for first and last bag and give the same to TRC(Turnaround

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

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

k) Monitor and note number of PIRs raised.l) Monitor and identify hot connections and assist promptly.

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m) Check and ensure that crew transport has arrived. n) Check that cleaners are available to board as soon as the crew clears aircraft for cleaning.o) Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically quick.

1.4.3 Gate Agent (Departure):

a) Ensure boarding staff arrives at gate 30 minutes prior to boarding along with stationery.b) Ensure mandated announcements are made from time to time.c) Board crew.d) Check with crew for commencement of boarding.e) 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. f) Monitor passenger hand bags closely and charge EBT whenever applicable. If situation

is getting out of control, seek AIR INDIA Official’s assistance and guidance/decision.g) Monitor floor walkers and ensure they regularly check security area for our last minute

passenger.h) D-30 assess the number of passengers not boarded and bring to Air India Duty

Manager’s attention.i) In case of passenger gate no show etc. timely action must be taken to off load his

baggage to avoid delay to flight departure in liaison with ramp supervisor of ramp handler.

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

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

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

1.5 BACK OFFICE: (performed by Over all supervisor)

a) To prepare Flight briefing with relevant Special handling messages on daily basis.b) Sorting telexes/ mails.c) Printing PNL’s and special handling for next day. d) Read Out Complete (ROC) for next day and flight.e) To liaise with Limo service provider for Business/ First* class passengers for arrivals

and departures.f) Sending meals figures as per the laid down procedure. g) Faxing / email information sheet to relevant department.h) Delay / Departure / Special Handling messages/ WCHR messages etc. i) Area of Sale (AOS) Reports prepared on a daily basis.j) Liaise with CUTE/SITA in case of system failure, action of telex messages and liaising

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

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

Official.m) Check that e-ticket status of floor/ utilized tickets for PVG/DEL is not open, if so inform

Air India Manager.n) Ensure that NSFT (not seen for transfer) message to destination station (for generating

AHL at destination station) for baggage pieces not loaded into aircraft for any reason be, by D+20 minutes

1.6 PASSENGER HANDLING AT CHECK-IN COUNTERS:

a) Greet Passengers with a smile.b) Efficient, Customer friendly and warm service.c) Travel documents of passengers shall be checked by Handling Agent’s Check-in staff at

the counters.d) Supervision to be done by Handling Agent’s supervisory staff proficient in AI flight

Handling.e) Pre check-in of First and Executive Class and VIP/CIP passengers to be done to reduce

time spent at the counter.f) Monitoring of RBD Violation mismatch, Date change penalties, fare difference etc and

collections to be made accordingly.

1.7 SPECIAL HANDLING:

a) Departures :

Staff positioned at the First Class/ Business Class counter to greet and assist passengers for Check-in and assist / guide them to the airport facilities including the lounge. 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.

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1.8 FLOOR WALKER & PASSENGER ASSISTANCE :

a) To ensure queues are setup and prior to check in/boarding. b) To escort passengers to Out of Gauge (OOG).c) Liaise with WCHR service provider (ADP) to ensure timely assistance to PRM

passengers.d) Assist for Handling of baggage for our premium passengers as advised by Air India Duty

Manager from time to time.e) To assist in gate no show (GNS) process.f) The floor walker must have working knowledge of Hindi, English and Chinese. Floor

walker will be selected in consent with Air India’s IBO Manager.

1.9 TICKETING and CASH COLLECTION for Tickets and other services

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

a) Issuance/Reissuance of tickets. b) Issue EMDs for Penalties, Excess baggage etc.c) Rebooking passengers with mis-connections/FIMS.d) In case of over bookings alternate flights to be looked for with other airlines prior to

commencement of check-in.e) Accounting of revenues at the end of each shift.f) Telex message/email to destination/enroute stations for deportees to be sent post flight,

clearly indicating if COD or not.g) Revalidation of the tickets in case of flight cancelation. h) Provide rail and fly tickets as and when desired.

1.10 ARRIVALS:-

a) Jet Bridge to be operated/arranged to be operated and aligned to the Aircraft as per local procedure. Handling Company to liaison with Jetty operator.

b) Staff to be at the gate at least 10 minutes prior to ETA of flight.c) Passengers needing special attention e.g. Wheelchairs, UNM’s, Deportee etc shall be

handled by the staff.d) Staff to guide passengers to Arrival Hall and provide assistance in the Arrival hall for

baggage collection and decongest the baggage delivery belt in arrival hall to expedite baggage collection by passengers.

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

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i) Staff to be positioned at the boarding gate 30 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 as per Star Alliance procedure, 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 (step ladder in case the aircraft is parked on tarmac position) 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 from departure gate 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.

1.12 BAGGAGE HANDLING - LOST & FOUND/ Baggage Office:

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

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

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

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

d) Replace damaged bags (in consultation with AI Official).e) Offer interim relief to passenger (in-consultation with AI Official) f) Record any baggage left over from the flight and arrange safe custody g) Transfer/re-tagging of any baggage if advised by transfer desk.h) Hand out security items to passengers.i) Forward copy of all baggage reports / On hands to PVGLLAI*/DELKGAI every day.j) All reports to be put into World Tracer and send tracer messages.k) Carrier’s Official to be informed immediately of any First Class / Executive Class

baggage missing on arrival.l) On arrival, all mishandled baggage should be dispatched as soon as possible. Any special

deliveries will be in-consultation with AI Official.m) Follow up for 21 days for any MHB/PIR raised.n) If earlier MHB not arrived as intimated, send message to station. o) Handling of baggage for our premium passengers as advised by Air India Duty Manager

from time to time.p) To check RAF (Retrieve AHL File) on a daily basis.

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q) To monitor all flights in arrivals for smooth handling.r) To help with all admin duties in baggage office and typing letters.s) Attend phone calls.t) Prepare document in advance for mishandled baggage upon receipt of message from the

previous station (NSFT) and provide necessary assistance. [Raising of PIRs and creation of files in World Tracer System with follow up for 21 days.]

1.13 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. ( as per local airport procedure).

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

iv. To liaise with crew hotel for making necessary crew wake up calls. Baggage/porter services on arrival/departure. Advise hotel about operating crew allowances if authorized by Air India Officials.(on request of AI representative only).

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

vi. The crew baggage on arrival to be delivered at same Terminal.vii. Crew APIS entry in SITA DCS is to be performed before closing counter along with the

Pax APIS.

1.14 FLIGHT OPERATIONS FUNCTIONS:

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

ii) Functions mentioned in para 1.1.1 of Annex – IV of this tender as per IATA SGHA 2013 are to be performed only by the qualified, certified and experienced staff.

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

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

a) ICAO ATC flight plan format.b) Filing the flight plan with ATC.

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c) MET folder (collecting from local MET office/down loading from website ). Print all relevant documents (by Handling Company only) required for Flight operations which is to be handed over to operating Captain

d) R/T Terminology.e) Operational Flight plan being supplied by vendors / carrier.

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

vii) Air India or Director General of Civil Aviation of India, single or jointly may inspect flight operations facility of the vendor, to confirm the flight operations set up, operational capabilities and qualified manpower to provide flight operations functions.

1.14.1 LOAD CONTROL & FLIGHT PLAN DOCUMENT( In case of Carrier’s CLC only)

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

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

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

Coordinator to CLC for preparing the FINAL LOADSHEET. v. In case of Nön-receipt of ACARS Loadsheet by aircraft by D-20, the CLC Coordinator

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

vi. Ship papers and other relevant documents to be presented to the Cabin In-Charge (CIC) at least 20 minutes prior to ETD.

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

1.14.2 FLIGHT CONTROL:

a) Pre-seating to be actioned prior to check-in for the following:b) Wheelchairs, UNM’s / YP’s, Infants, Families of three and above and VIP/CIP and for

all ASR seats.c) Check if onward flights have been initialized in the system prior to commencement of

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check-in. If not, necessary action to be taken.d) Carrying out necessary upgrades as per requirement of AI.e) Notation for NFL/SFL/CLR passengers.f) Proper Flight Initialization and Flight Closure procedures are followed.g) Meal uplift orders are to be given to kitchen D- 5 HRS.h) Tallying sector-wise / class wise flight coupons with system counts.i) Post flight messages to be sent after departure of flight including APIS for the Crew,

Special handling messages, Inadmissible messages, UM messages.APIS data to be updated and transmitted to base station at DELIN after close of the flight. Any fine levied to the Carrier for non-compliance will be charged to GHA.

j) Preparation of flight coupon uplift statement.k) Ensure that all E-tickets are closed and difference in fare if any is collected and same

confirmed to Air India Official.l) Flight arrival/departure to be updated in the system.m) Check-in of Operating and Cabin Crew baggage will be done by the check-in Staff.n) ZFWT will be calculated and briefed to flight commander by Handling company.

2. RAMP HANDLING:

2.1 Ramp Service Resource Requirements:

Sr. No.

Job Description Numbers / Parameters

1 Positioning of complete set of Ramp Equipment & Manpower required for the type of aircraft on the parking bay allocated for Air India Flight. (2-CPL & Transporters, 1-Access Trestle (for hold door operating panel), 1-BFL, 2-Tugs and requisite number of Dollies & Trollies), 08 wheel chokes, six Safety cones, Stairs/GPU/ACU/ASUas and when required, Pushback and compatible towbar

ETA – 10 minutes and ETD – 60

2 Baggage Delivery (on the Belt)a) First Bag : First / Executive Class A + 14 minutesb) Last Bag : First / Executive Class A + 20 minutesc) First Bag : Economy Class A + 14 minutesd) Last Bag : Economy Class A + 45 minutes.

3 Last Baggage release from baggage make up D-30 minutes4 Loading on A/C to be complete and holds closed. D-15 minutes.5 All arriving cargo from Aircraft to cargo warehouse A + 60 minutes.6 All departing cargo to be under the aircraft D-180 minutes.7 Closure of holds D-10 minutes.

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Sr. No.

Job Description Numbers / Parameters

8 Connect Tow Tractor and Tow Bar D-10 minutesNotation: A – ETA, D- ETD

2.2 Ramp Handling procedures and Service Levels

Ramp /flight Supervisor must ensure availability of Aerobridge operator at ETA-10mts and STD-10 mts.

The timings of first and last bag on the belt to be maintained and submitted to the Airport Manager for each AI flight.

Ramp Supervisor must ensure Aerobridge is positioned safely on arrival of the aircraft.

All the Ramp Staff must be trained for Safety, DGR handling and duly authorized for operating the type of Ramp equipment being operated and the training records to be made available on request.

Ramp staff to be lined up to be clearly seen on ramp while receiving the Aircraft and departure of Aircraft at designated location on ramp. All ramp staff to wear high visibility jacket, Ramp Shoes and Safety gear as per Airport requirements, while working on ramp and to be provided by handling company.

Ramp Supervisor to sign and return the loading sheet certifying, that “Loading has been carried out as per given loading plan.”

Trestle is used to open the Cargo Holds (Front/ Aft) and after that the CPLs are positioned on the Aircraft.

Tugs on Ramp and Baggage room will be used for movement of arrival baggage from ramp to arrival hall/break-up baggage area and baggage make-up area to aircraft.

Last joining Baggage must be released from baggage/ make up room by D-30 mts.

Loading on A/C to be complete and holds closed by D-15 mts.

Utmost priority to be given for delivery of First / Business class baggage. Hence immediately on arrival, 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. The sufficient number of manual Loaders/Porters to be allocated for offloading of baggage in time.

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The Priority sequence for the Baggage offloading and delivery will be:i) First & Business Class Baggageii) Connecting Baggageiii) Crew Baggageiv) Economy Class Baggage

Departing baggage should be loaded destination wise as per given plan and “mixed can” loading not to exceed ONE can per flight unless agreed by AI in certain situations.

Sr. nos of Arriving and Departing ULDs must be reported to Air India and recorded on the loading sheet. All ULDs at the Terminal must be placed secured at designated place and any excess number should be shifted to Cargo Handling Agent’s warehouse.

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 Cans numbers on offloading and loading plan, duly signed by ramp supervisor.

F/J class baggage if loaded in any other can for some reason, must be reported on loading sheet.

The staff in the Baggage Room will remove the baggage stubs from the baggage being loaded in the ULD on the respective BRS chart to facilitate BRS or alternatively the staff to carry out scanning of the baggage tags as per local procedure.

Baggage Room Supervisor will ensure handing over baggage received after closing of flight, for safe custody with baggage services.

Marshalling and stop signal for arriving Aircraft on gate. In case of ‘in plane’ system not working, sufficient staff to be deployed to carry out

unloading/loading activity manually. Aircraft Maintenance Engineer to be informed of unserviceability of In-plane loading system snag.

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, other Airlines Baggage handlers including security for smooth handling and to attend any discrepancies mentioned above.

Water potability tests certificate to be made available on request for Air India audit for safety etc.

Wing walkers must follow the pushback and must be available for giving final ‘move out’ signal with Marshalling Torch. During arrival , wing walker to give clear wing clearance to Aircraft for docking in to parking bay.

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

Coordination with concerned agency for the Cargo transportation offloaded from Arrival flight to Airport Designated Cargo warehouse including the Postal Mail offloaded from the aircraft and delivered to the postal authorities (Airmail Centre O’Hare Airport) under acknowledgement.(as per the prevailing local procedure)

Only staff whose background check is done should be deployed for handling flights and should be in proper uniforms.

Handling Company to inform Air India representative in writing within 60 Mins of Arrival about any damage container received during arrival (if any). Breach of this will attract penalty as per SLA attached.

Ramp Supervisor to ensure that all BRS chart copies of baggage containers to be kept in respective containers / in bulk cargo hold before departure of flight.

ULD agreed float (28 LD3) (max. + 10%) to be maintained as per the standard configuration of operating aircraft or as agreed upon. No extra containers to be blocked at station. The Handling Company will provide storage for baggage ULD's of the Carrier and will submit an inventory report on weekly basis to Air India personnel.

Training of all staff of GHA should always be current and updated whenever required, for any audit by safety department/ Quality Management of Air India, training records of staff should be made available by GHA.

Ensure safe operation of all equipment in facility. Ramp Supervisor with radio for coordination with baggage room and check in counters. To be

available to cover the duration of flight handling. Supervisor in baggage room with radio for coordination with Check in counters, Interline

Agency and Ramp. To be available from D-4 hrs. till Departure. One Flight handling coordinator to monitor all ramp areas. The Ground time will be as per the schedule but in case of delayed arrival the Ground time

will be reduced to 1 Hour 30 mins. The staff allotted for providing chocks and power should check in advance serviceability of

aircraft APU or the standby power serviceability and pre position 140/180 KVA GPU at allotted stand. In case APU of aircraft is unserviceable to provide ASU at the time of Departure except in case of B787 aircraft.

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

Responsibilities of all ramp workers to ensure stands are clear of FOD. Marshalling and stop signal for Arriving Aircraft on gate ULD positioning - 28 AKE Containers. 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 beyond the standard allocation of the station for Carrier’s Ops should be sent back to Delhi / base station.

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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.

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 be advised about the same (in case of manual BRS / Bingo Chart BRS procedure). In the interline shed all the joining transfer baggage is scanned and loaded only after security clearance and after receiving security stickers from incoming carrier.

A flight handling Ramp coordinator(TRC) 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.

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 on the bay after completion of flight till the push back of the flight.

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.

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.

No damaged ULD should be loaded on to the aircraft. Any damage ULD offloaded from the aircraft must be informed to Air India representative and ULD control section, DEL within 60 minutes of arrival, failing to which onus will be shifted to Handling Company.

Collection and bringing the gate baggage, offloading and bringing from/to boarding gate/ aerobridge to be handled for each flight.

2.3 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. The departure cargo will be received from the Carrier’s Cargo Handler for loading well in time.

ii. Postal Mail will be offloaded from the aircraft and delivered to the postal authorities. The loading / offloading staff should not use mobile telephones while performing activities

around the aircraft. Check that cleaners are available to board as soon as possible. Monitor cleaning and advise the cleaning supervisor to be reasonably/ realistically quick. Ramp Supervisor to handover the Load sheet to Duty officer for filing purpose. De-icing is to be carried out as per AI requirement and as per SOP of Air India GH manual, in

coordination with carrier’s Maintenance Services Provider.

2.4 BAGGAGE HANDLING :

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2.4.1 Handling procedures for arriving baggage

a) Ramp Staff to ensure priority baggage being offloaded including all arrival Baggage off loaded in Customs Hall on allotted arrival belt.

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

c) All interline baggage to be offloaded and transferred to the interline area.d) Any discrepancy in offloading of baggage to be reported immediately to AI Official.e) Monitoring of timings for first and last baggage into the arrival hall. f) Staff member to be present in Arrival hall while priority baggage being offloaded to ensure

that all arrival Baggage off loaded in arrival belt.

2.4.2 Handling procedures for baggage make up area(in liaison with Pax service provider):

a) Staff member to be present in baggage make up area as soon as the check-in counter is opened. Sufficient containers to be positioned at the respective allotted bay well before starting of make up belt for AI flight baggage.

b) Container allocations for day’s flights to be obtained from Load Control.c) Staff member to ensure that Security Official present before any baggage loaded.d) Staff member to strictly ensure that only baggage for passengers that are checked in is only

loaded.e) Staff must liaise with the Supervisor in case of any baggage discrepancy.f)Discrepancy to be reported to AI Official before departure of the flight.g) 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 DELLLAI*.h) Rush tags to be prepared by staff member in- consultation with Carrier’s Official with a copy

of message to sent to PVGLLAI*.i) All Rush tags to be screened/ handled as per TSA/ Local/ FAA Regulation requirement and a

copy of the signed rush tag sheet to be handed over to Carrier’s Official at the boarding gate before departure of the flight.

j) All interline and Rush tags figures to be relayed to Carrier’s Official before departure of flight.k) Staff member to check the departure area in case any baggage left behind and on hand the

baggage.l) Baggage reconciliation will be carried out in accordance with the carrier’s security procedures in

the baggage make-up area before the loading process.m) 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 Carrier’s Official to be informed.

3 CABIN CLEANING :

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3.1 MANPOWER AND EQUIPMENT REQUIREMENT

01 Supervisor and 08 to 12 cleaners, 02 Vacuum Cleaners, other approved cleaning equipment and cleaning materials as per Aircraft Manufacturer’s recommendations. Sufficient cleaners are to be provided to ensure that the complete cleaning process gets completed within stipulated time limit as below without compromising the quality standard.

3.2 PROCEDURES AND SERVICE LEVELS

- 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.

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

- All staff entering and exiting aircraft will be subjected to security check.- Complete cleaning must be performed within 45 minutes without any compromise

in service. Air India’s SOPS to be followed for Cabin Cleaning services.- In case delayed arrival, the ground time of the flight will stand reduced to 1 hour and

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

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

- The Handling Agent should obtain signature from IFS/CIC/ Carrier’s designated representative, on worksheet for satisfactory cleaning report, giving names of staff allocated, the timings of starting and finishing of cleaning job of aircraft, for each flight and submit the same along with their invoices.

3.3 DETAILS: TURNAROUND CLEANING

FLIGHT DECK SERVICING -- Work to be carried out under the supervision of authorized personnel.- 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

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- 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 toilet items as instructed- Remove as necessary, any contamination caused by airsickness, spilled food or

drink and offensive 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 covers as per instructions.- Distribute newspapers/ magazines, etc. as per instructions.

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

4. De-icing/Anti-icing Specifications

4.1 The standards, specifications, practices and procedures to be observed by the Handling Company in furnishing de-icing / anti-icing services here under (collectively, the “Deicing Services”) shall be those as conveyed by the Carrier and approved by the Federal Aviation Administration (FAA) in the de-icing operations chapter of the Carrier’s Procedures Manual (hereinafter, the “Manual”). Upon execution of this Annex B, the Carrier shall furnish Handling Company a current copy of the chapter pertaining to Deicing Services in the Manual and all subsequent revisions adopted, approved and incorporated therein. It is mutually agreed and understood that the Handling Company shall be entitled to rely upon the contents of the manual’s Deicing Services chapter in its possession as accurate and correct as to the fluid application procedures to be utilized and govern the performance of the Deicing Services hereunder.

4.2 Prior to the performance of Deicing Services hereunder, Carrier will furnish and conduct, at its sole cost, such initial, revised and/or recurrent training to Handling Company’s applicable Airport employees, consistent with the contents of the Deicing Services chapter of the manual, Upon completion of such Carrier Deicing Services training, Handling Company will forward a listing of all such trained personnel to the Carrier’s Airport station manager, Handling Company shall update such training listing as required.

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5 Security Services

The Handling Agent should comply with requirement of CAAC/ TSA/ FAA/ Local Civil Aviation Safety Authority’s, Aviation Security Operations Branch (ASOB) – Office of Transport Security, Department of Infrastructure, Transport, Regional Development and Local Government, Bureau of Civil Aviation Security (BCAS) Govt. of India, Air India, as applicable from time to time, while following the laid down procedure. The Handling Agent will check with AI Operations for flight movements on daily basis and deploy manpower accordingly. Handling Company will liaison with Security services provider to Air India flights. All handling agency staff must follow Air India’s security requirements and procedures.

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ANNEX-IIISERVICE LEVEL AGREEMENT

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 PVG concerning service delivery standards for the ground handling services contracted between the two parties. This document is being signed to ensure that both parties are able to monitor and maintain high satisfaction level to carrier’s passengers.

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

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

Performance below Service LevelsThe performance below laid down Service standards and levels shall attract penalties. The penalties are specified under 2 parts hereunder. The penalties indicated at para A,B,C of this Annex, shall be independent of parameters & penalties stated in D.

A. Punctuality (On Time Performance ) - Target : 100%There will be no penalty for GH delay up to 05 minutes. However, for GH delay above 05 minutes, the percentage penalty of the handling charges of the flight shall be as under:

Delay Penalty(% of Handling Charge)06-10 minutes 05%11-15 minutes 10%16-30 minutes 15%31-44 minutes 25%45 minutes and above 50%

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

Criteria – Damage to aircraft by the act of Handling Company employee or the employee of its outsourced agency.Penalty - AI will reserve the right to impose the penalty of up to 100% of handling charges besides the clauses in the main agreement.

C. Security - Target: 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) APIS for all passengers & crew to

be sent 100% Reimbursement of fines/fees

imposed on Air India by immigration, FRRO authorities, applicable airfare etc. to be reimbursed to Air India in case of deportation.

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

100%

3) LIR to be completely adhered with loading, signed and briefed to Captain/ Flight coordinator of Passenger handler/ AI representative

100% 500 ¥

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

100% 1000 ¥

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

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

6)No mishandling(damage / left over due check-in / counter baggage drop mis-handling (no baggage to be left behind at counter)/

100% Actual compensation paid to the passenger will be recovered

(ii). Check-In

Sr.No.

Service Requirement Penalty (¥)

7) Counter opening 4 hrs before STD ¥ 1000

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

For F/J class (5 + 0 mins) ¥ 1000

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

¥ 1000

(iii). Safety / Security

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Sr. No.

Activity Requirement Penalty per flight if not complied (¥)

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

100% 1200

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

Nil Incident/ Accident

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

12) 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 100015) Staff Shortage between 4 and beyond Nil 5000

(iv). Ramp Handling

Sr.No.

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

16) Container/Belt loader 2 container loaders and one belt Loader (from A-19 to D)

¥ 750

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

¥ 1000

First Economy class baggage 10 mins after arrival

¥ 1000

Last Baggage 40 min of arrival ¥ 1000

2 Baggage handlers in arrival hall ¥ 1000

Outbound- positioned at ramp 75 mts prior to STD

¥ 1000

18) Connecting of BME or GPU (mobile)

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

¥ 1000

19) DGR/AVI/VAL/ HUM loading/ offloading to Flight

Strictly and securely as per IATA regulations and guidelines.

¥ 1000

20) No damaged ULD should be loaded

All serviceable containers to be loaded.

¥ 5000 (per incident)

21) Proper handling and no damage to ULD

ULD not to be damaged at station with zero failures.

Cost of ULD

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

100% ¥ 750

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Sr.No.

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

23) Arrival HUM/ AVI/ VAL/ DGR

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

¥ 3000 + compensation paid by carrier to

consignee24) Report arrival of Damaged

ULD to carrier’s local representative (A+60)

100% ULD Repair Cost + penalty imposed on carrier by CAAC/ SAFA/ Airport

v) Cabin Cleaning:

Sr.No.

Service Requirement Penalty (¥)

25) Nil Discrepancies in quality of cabin cleaning < 2 cases per month 1000 26) Cleaning to be completed as per procedure before D-60 mts 1000

Note:(i) All above parameters shall apply only wherever they relate to Handling Company and is

within Handling Company’ responsibility & control. (ii) Repeated non compliance of Norms levied with penalty of –

-10% of Handling charge for affected flights for single service provider.

(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"by by APM, PVG, Air India Ltd.

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ANNEX - IVSERVICES, TERMS AND CONDITIONS OF SGHA

PARAGRAPH 1 - HANDLING SERVICES

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 (Same as in Annex-IV) of this SGHA at the following rates in ¥ (CNY).

1.1.1 Services Sections/ Terms (Pax, Flt. Ops Handling, Ramp, Cabin cleaning and De-icing Handling) services required by Air India as per IATA AHM 810, 2013 Version (including yellow pages* of 37th edition).

Section 1 –Management Functions

1.1 Representation1.1.2, 1.1.3, 1.1.41.2 Administrative Functions1.2.1, 1.2.2(as advised by Carrier), 1.2.3(a- as per carrier’s instructions)(b,c,d,e,h), 1.2.4, 1.2.5(as per Carrier Instruction only), 1.2.6(b)(as and when required)1.3 Supervision &/or Co-ordination1.3.1(b), 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.8, 1.3.9

Section 2 - Passenger Services

2.1 General2.1.1, 2.1.2, 2.1.3(a)(1,3,4,5) (2-Four cases of wheel chair FOC), 2.1.3(b)(6, 7), 2.1.4(a), 2.1.5(as per airport requirement), 2.1.6(as per Carrier instruction), 2.1.7, 2.1.8(b)(1- counter rental to Airport)(2,3,5) (as desired in Annex-II), 2.1.8(b)(4), 2.1.9(a)(b)(d)(e)[including booking/ rebooking, issuance / reissuance, e-FIMs/ EMDs, EBT, DBC Vouchers etc.], 2.1.9(c-as and when desired additionally)2.2 Departure2.2.1, (*)2.2.2(a), 2.2.3(a)(b)(1,4), (*)2.2.4(a)(b)(i)(iv), 2.2.5(1)(use of AI Documents and DCS)(4-Hand held debit machine -POS Machine, Weighing scale/ baggage gauge at gate), (*)2.2.6(a)(1)(2)(i)(iv)-Oversize cabin baggage LR Tag as per 2.2.5 above, 2.2.7(a), 2.2.8(a), (*)2.2.10(a,b)(1)(2)(i)(iv)(AI stationery to be used), 2.2.11(a)(1, 4), 2.2.12(a), 2.2.13(a,d) – Get Upfront Scheme to be promoted, 2.2.14(a,d), 2.2.15(a,b,c), 2.2.16, 2.2.17,

2.3 Arrival

2.3.1(b)(liaison only), 2.3.2(a), 2.3.4(a)(1,2, Prepare PIR, Unclaimed Bags report. Update World tracer files.)(3--twenty one days)(5- Handling over to Carrier’s appointed agency)(6), 2.3.4(4-in

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consultation with carrier)

Note: 2.2.3-(Any Immigration penalty regarding travel document error will be borne by Handling Company)Note: Boarding cards and Baggage tags supplied by Carrier. Al DCS will be Utilized.

Section 3 - Ramp Services

3.1 Baggage Handling(*)3.1.1(a), 3.1.2(a)(b), 3.1.3, 3.1.4, 3.1.5, 3.1.6, 3.1.7, 3.1.8 3.2 Marshalling3.2.1(a)( Including follow me vehicle), 3.2.2(liaison with Airport authority as required)3.3 Parking

3.3.1, 3.3.2(a)(6-six cones),3.4 Ancillary Services3.4.1(a,c)(1)(at remote location/ or when BME is unserviceable), 3.4.1(b)(c)(2) BME 400 Hz for ground time, 3.4.1(b)(c)(3,4,5)-on recharge basis, 3.6 Loading and Offloading3.6.1(a)(c)(1)(One auto step at L4 door during fueling and boarding), 3.6.1(b)(c)(3), 3.6.2(b)(for remote bay operations), 3.6.3(a)(c), 3.6.4(a), 3.6.5(a), 3.6.6, 3.6.7, 3.6.9(a)(special equipment if required will be on additional charge)3.7 Safety Measures3.7.1(a-fire-fighting equipment installed on GSE )(b), 3.7.2(a), 3.7.33.8 Moving of Aircraft3.8.1(a)(1- one pushback included)(4-wing walker at each wing tip for arrival and departure both), 3.8.1(b)(2), 3.8.2(b),3.10 Interior Cleaning3.10.1(a-on cockpit crew request and supervision)(2,3,4,6,7), 3.10.1(b)(2,3,4,5,6,7,8,9)(10,11- if required), 3.10.2(a), 3.10.3(a)(b)(c)(d)(e)(f)(g)(h)(1), 3.10.4(1), 3.10.6(b)3.11 Toilet Services3.11.1(a)(1),3.12 Water Services3.12.1(a)(2)(1,3-as and when required on request only)3.16 De-icing / Anti-Icing and Snow Removal3.16.1, 3.16.3, 3.16.4(on recharge basis), 3.16.5(on recharge basis), 3.16.6, 3.16.7(supportive document to be submitted for quality of fluids used for aircraft)(on recharge basis), 3.16.8, 3.16.9(both parties to perform final inspection) (Refer attached De-icing manual), 3.16.10

Note:3.6.3 All equipment listed in Para 2.1.2‘Equipment’of Resource Procedure Annex-II.

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Section 4 - load Control Communication, Flt. Operation and Crew Management)

4.1 Load Control4.1.1, 4.1.2(a)(b)(1), 4.2 Communications4.2.1, 4.2.2(including load information from Ramp & Cargo handling company), 4.2.3(including monitoring flight movement within VHF range)4.3 Flight Operations4.3.1, 4.3.2(a)(1-meteorological information only, aeronautical information by carrier)(2-diversionary Airport), 4.3.3(a)(1), (*)4.3.4(b)(d)(1)(including coordination and Printing of Flight folders, Load plan etc.), 4.3.5(b)(d)(1), 4.3.6(1), 4.4 Crew Administration4.4.4, 4.4.7

Note:Maintain a message file containing all above mentioned messages pertaining to each flight for a minimum of 90 days.Remote flight dispatch is done by DEL, Handling Company is required to print the flight plan and relevant papers and hand over to operating crew.

Section 5 – Cargo and Mail Services (limited to offloading/ loading from/to aircraft and Ramp Handling )5.1 Cargo and Mail Handling General5.1.3, 5.5.1(to the extent of ramp transfer), 5.6 Post Office Mail5.6.3(a)(b)(1),

Note- Handling Company to co-ordinate with Cargo handler.

Section 6 - Support Services6.2 Automation/ Computer Systems6.2.1(a)(c)(1,3), 6.2.2(a-SITA -DCS)(1,2,3,4,6)(c)(carrier system -LMS)(5-world tracer), 6.2.2(b)(11), 6.2.3(b)6.3 Unit Load Device (ULD) Control6.3.1(b)(1)(in liaison with Airport Operator for 28 LD3 containers; ULD space provided by Ramp Handler), 6.3.2, 6.3.3(collect for baggage and cargo ULD and send weekly report-email at [email protected]), 6.3.4, 6.3.56.6 Surface Transport6.6.1(b)(1,2,5)(as and when required on recharge basis),

Note:(6.3.5) Handling Company to notify carrier about damage Containers immediately on arrival in 60 mins.

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Section – 7 Security Services7.1 Passenger and baggage Screening and Reconciliation7.1.1(a)(2-at check-in counter), 7.1.2(b), 7.1.3(b)(2)(3)(as per local procedure), 7.1.4(a)(1, 2, 3, 4) , Note: (Inform Passenger Handler & Carrier about any leftover baggage to relay NSFT message to destination by D+20)Note: NSFT message to be sent to destination by D+20

1.1.2 Handling Charges and Discount (format only to be quoted in commercial offer)

(i) Comprehensive Flight handling rates (CNY) comprising of Passenger and ramp handling including Flight Dispatch, cabin cleaning and including all services of Para 1.1.1 are as follows: ( RATE NOT TO BE QUOTED HERE)

Type of Aircraft (Rates in CNY- ¥)Per Transit Per Turnaround Per Terminating +

OriginatingB787-800/900,B777-200LRB777-300ERB747-200/300/400A-321/320 /319, B-737

The above flight handling charges per flight are inclusive of: Resources requirement and Service standards mentioned in Annex II. Service Requirements mentioned in Para 1.1.1. Taxes/ Royalties/ Surcharges if any.

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

(ii) Discount Percentage (%) on monthly basic flight handling charge Para 1.1.2 (i) for total no of flights in a month

Total number of flights in a month.< 24 daily flt. 25 to 29 flights 30 or more flights

Note:

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Lowest quote shall be calculated based on the total cost to the carrier after taking into account- Handling rates quoted at para 1.1.2 (i) at current volume of flight operations and applying discount offered at para 1.1.2 (ii) on the current volume of operations and adding taxes and other charges if any applicable on Daily flight as indicated para 1.1.

1.1 Handling in case of Technical landing flight will be charged at Twenty Five (25) % of the above transit rates in sub-paragraph 1.1.2(i), provided that a physical change of load is limited to crew change.

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

1.3 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. In case of grounding of return to ramp aircraft and a physical change of load, before re-departure of the same aircraft with load, 25% of the handling charges shall be levied extra.

1.4 In case of “LIVE-IN-FERRY-OUT” flight 30% of the transit rates in Para 1.1.2(i) will be charged.

1.5 In case of “FERRY-IN-LIVE-OUT” flight, 50% of the trates in Para 1.1.2(i) will be charged.

1.6 Specify all taxes that may be applicable on the quoted rates in sub-paragraph 1.1.2 of this Annex.

1.7 No additional charge should be levied to AI for handling flights during nights, holidays, weekends, Bank holidays, off days or for overnight stay.

1.8 There will be no charge for flight cancellations where the Carrier informs/gives notice 7 hours prior to schedule time of Departure. If less than seven hour notice is given, actual manpower utilized will be billed up to a maximum 20% of Basic handling charge.

1.9 In case of diverted or return to ramp flight without change of load or change of load limited to and necessitated due Sick/indisposed passenger/medical emergency cases, 25% of the transit rate as in Para 1.1.2(i) will apply.

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

1.11 Lead-Time – GH company to take over the Handling of Carriers flights with effect from June 15th 2018, if the contract is awarded to you.

1.12 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

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Handling Company will utilize the emergency plan as agreed between the parties responding to such situation and to assist survivors and families.

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

1.14 All Handling Company Staff must be trained with all requisite certificates as required by Local Aviation/ Airport Operator including Safety Management System (SMS).

1.15 Handling Company will extent necessary cooperation during periodic audit by the safety and regulatory agencies. The Carrier will perform periodic audits to ensure that the handling company complies with all Regulations and AI quality standards.

1.16 This commercial offer remains valid for six months from the Tender hosting date.

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

List of Services not included in paragraph 1 above and to be on additional charge( RATE NOT TO BE QUOTED HERE)

Manpower/Services/Equipment Unit Rates CNY-¥

Customer Agent/ Ramp Agent/ Lead Agent Per Hourflight Supervisor Per HourMedilift / Disable Pax Lift Per FlightVIP/CIP Handling Per serviceCustomer service / check-in/ ticketing/ ramp agent

Per Month

4.1.2(1) – Manual Load Trim - Load control by Handling Company

Per Flight

Wheel Chair / PRMUM ServiceFirst CLass LoungeBusiness Class LoungeBreakfast/Bevarage/ Lunch/ Dinner per pax during flight irregularity.Pax Accommodation during interruptionGround Power UnitAir Condition UnitAir Starter UnitTowingPushback

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2.1 No extra charge shall be paid if the flight is arriving late upto 3 hrs of scheduled arrival time or departing late upto 3 hrs after the scheduled departure time. No extra charge for early arrival of flights upto 1 Hr. For delay beyond 3 hours, the actual manpower used for Ground Handling Services will be charged as per man-hour rate for every 30 minutes or part thereof.

2.2 The rates set out in Paragraph 1 and Paragraph 2 will remain firm and fix for the complete contract tenure. The Handling Company has to absorb any hike on account of Consumer Price Index (CPI) in the country.

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

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

PARAGRAPH 3 - DISBURSEMENTS

3.1 Any disbursement made by the Handling Company on behalf of the Carrier will be reimbursed by the carrier at actual cost price. Prior written authorization from the Carrier’s representative is required for all disbursements.

PARAGRAPH 4 - LIABILITY AND INDEMNITY

v.1 The limit of liability referred to Sub-Article 8.5 of the Main Agreement of SGHA version 2013 shall USD 1.5 million per incident.

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

5.1 The area of responsibility as mentioned in sub-sections 4.3 of Annex-A is: Pudong International Airport and for diversionary Airports will be Hongqiao(SHA), Nanjing(NKG), Hangzhou(HGH) and Wuhan(WUH).

5.2 The Handling Company will carry out all services in accordance with Carrier’s operating Manual instructions as stated in Annex-II (Resource Requirements, Procedures and Service standards expected), Annex-III (service level agreement) attached as integral part of this Annex-B and Ground Operational Manual.

5.3 In addition to sub-article 5.1 of the Main Agreement, the Handling Company will maintain an

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acceptable level of training recognized by IATA in order to meet the requirements and instructions of the carrier when providing services with a safety aspect such as Load Control, Loading of aircraft and particularly the handling of dangerous goods.

5.4 All training cost and expenses of the Handling Company’s personnel pertaining to Carrier’s DCS or system cut over, or such training as may be required in line with Sub –Article 5.8 of Main Agreement will be borne by Handling Company. No cost will be levied to carrier for deputing GHA staff for such Training. The Handling Company shall be responsible, at its own cost and expense, for any additional training required due to employee turnover or course failures. However initial training for commencement of Operations will be provided by Carrier.

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

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

5.7 The carrier may review the Handling Company’s standardized DGR handling procedures, training program records and DGR training deemed essential as per IATA for respective job profile and ICAO and Carrier’s mandatory requirements, must be implemented by the GH company to its employees.

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

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

PARAGRAPH 7 - PAYMENT

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

7.2 Payment shall be issued to the Handling Company by Carrier on the following Account information:

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Name of the Acoount:Account Number:Name of the Bank:Bank Address:

PARAGRAPH 8 - DURATION, MODIFICATION AND TERMINATION

8.1 This Annex B shall be effective from June 15 th 2018 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 station performance review by the carrier’s Headquarter, six months before the expiry of 3 rd

and 4th anniversary of this contract.

8.3 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- CONFIDENTIALITY, DATA PROTECTION AND GOVERNING LAWS

9.1 The carrier and the Handling Company agree not to reproduce this Annex or to distribute it to others, in whole or in part, at any time, and permanently to keep confidential all information contained with the Annex and all information made available by the Handling Company and the carrier to each other during its negotiation or in the provision of the services.

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

9.3 In accordance Article 9 of the Main Agreement, this Annex shall be governed by and interpreted in accordance with the Court of China for the resolution of dispute shall be the Courts of Shanghai, China. The Main agreement shall be construed and in accordance with and governed by the laws of the land in which the Service Provider has its principal office and in the event of any

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dispute, the courts of that land shall have exclusive jurisdiction.

PARAGRAPH 10 –NOTIFICATION

10.1 In accordance Sub-article 11.3 of the Main Agreement, any notice or communication here under shall be given to the respective parties as follows:

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

PARAGRAPH 11 SAFETY STANDARDS

11.1 If the Handling Company fails to meet the agreed Carrier’s safety standards, it has to take all measures to correct the safety issues and findings of safety audits

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

11.3 The Handling company will ensure that all staff deputed for Air India flight handling are SMS trained. Staff working in operational area to be trained in Airside Safety and SMS (Safety Management System).

PARAGRAPH 12 – DECLARATION

12.1 "It is expressly understood and agreed by and between ____________Ltd. (Chinese Firm) and Air India Ltd. (the Indian PSU) that Air India Ltd. is entering into this agreement solely on its own behalf and not on behalf of any other person or entity. In particular it is expressly understood and agreed that the Government of India is not a party to this agreement and has no liabilities, obligations or rights here under. It is expressly understood and agreed that Air India Ltd. is an independent legal entity with power and authority to enter into contracts solely in its own behalf under the applicable laws of India and general principles of Contract Law. ____________expressly agrees, acknowledges and understands that Air India Ltd. is not an agent, representative or delegate of the Government of India. It is further understood and agreed that the Government of India is not and shall not be liable for any acts, omissions, commissions, breaches or other wrongs arising out of the contract. Accordingly ,_____________Ltd. hereby expressly waives, releases and forgoes any and all actions or claims, including cross claims, impleader claims or counter claims against the Government of India arising out of this contract and covenants not to suit the Government of India as to any manner,

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claim, cause of action or things whatsoever arising of or under this agreement.

PARAGRAPH 13 - SERVICE LEVEL AGREEMENT & INTEGRITY PACT

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

13.2 The executed Integrity Pact, to be attached in this Annex B as Annexure.

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

PLEASE DO NOT QUOTE PRICE IN RESPONSE TO THIS ANNEXURE.

Handling Company Authorized Seal with signature

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ANNEX - 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, Ramp, flt ops, at Pudong International Airport, Shanghai (PVG) in particular covering following:

Sr. Description Comply / Agree/ Yes

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 (Pax and Ramp) services to different aircraft at Pudong Airport in particular.

3. Please specify the Passenger Handling services you are offering from the following in this tender and confirm that you are Authorized/ Licensed Handling Agent at Pudong Int'l Airport for the services with reference.

i Passenger ii Flight Ops (including manual Load and Trim)iii Ramp Handlingiv Cabin cleaningv Cargo Ramp transportationvi De-icing/ Anti Icing

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

a) Manpower (on Company’s pay roll) i Managerialii Supervisoryiii Skilled personnel, (agents)

b) Assets : Offices, workshop facility etc.

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

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Remarks / Info

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

e) Equipment: Number of GS Equipment held in each type eg. Step loader, Hi-loaders, Transporters, Conveyors etc.

5. Please confirm that handling company is authorized for providing ground handling (Pax and Ramp) service at Terminal – 2 of Pudong International Airport, Shanghai. Experience (years) as authorized Handling Agent in Terminal-2, Pudong International Airport.

6. Number of scheduled commercial passenger airlines handled at present at Pudong International Airport (PVG).

i Name of Airlinesii Services Providediii Type of Aircraftiv Type/ Name of DCS Handledv Terminals at which services are being provided at PVG

7. Please confirm that you will be in a position to handle AI flights in AI's own computerized (SITA)SDCS through CUTE.

8. Necessary Carrier specific Training including Load & Trim, Carriers SDCS, etc. as decided by the Carrier will be provided for which no reimbursement will be made to the Handling Agent by the Carrier for Deputing their staff to undergo the same.

9. Please provide Handling Company’s approx. financial turnover annually(in CNY) - by way of providing ground handling service at Pudong International Airport.

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

11. Please confirm that you comply with all requirements under CAAC/ IATA/ICAO/FAA/ Aviation Regulatory

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Remarks / Info

Authority(local), FAA, TSA, LOCAL Airport Regulator local laws/rules related with safety, Labour, Airports Authority and any other applicable regulations.

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

13. Liability & Indemnity and Standard Termination clause as per article 8 and 11 of IATA SGHA 2013(1.5 million $ USD) version must be acceptable to Handling Company. Please confirm.

14. Please confirm that you will be able to commence all services, as indicated in Annexure IV effective 15th June 2018, provided the contract is awarded to you.

15. Payments will be effected locally by Air India office at PVG in local currency (CNY-¥).

16. As an authorized Handling Agent, you are required to submit your offer for the "The Handling comprising of Pax (including Flight Dispatch) and Ramp Handling(including cabin cleaning)”.

17. Please confirm arranging handling of diversionary flights at agreed locations SHA, NKG, HGH and WUH.

18. List of Airports in China where your company has the Ground Handling Service setup.

19. Please confirm that the submitted quote (RFP) remains valid for six months from the Tender Hosting date.

20. 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.

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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 Pax and Ramp requirement as in Annex IV of this of ‘IATA SGHA (December 2013) & Yellow pages of AHM 37th edition’.

Sr. no. Parameter Points Party’s responsei) Number of years in the business of providing Ground Handling services for

scheduled commercial Passenger flights in PVG.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 China.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 (2017) at Pudong (PVG).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 when AI Operates (bunching of flights) at Pudong international Airport (PVG) on any given/ Peak 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 Pudong International Airport.

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Sr. no. Parameter Points Party’s responseNil 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 Shanghai in ¥.less than 10 million 010 to 30 millions 1More than 30 upto 50 millions 2Above 50 millions 3

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

Note: 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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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 Air India flights at Terminal-2, Pudong International Airport, Shanghai(PVG) and arrange to handle diversionary flights at Hongqiao(SHA), Nanjing(NKG), Hangzhou(HGH) and Wuhan(WUH).

Handling Charges and Discount:

(i) Comprehensive Flight handling rates in Chinese Yuan ¥ (CNY) comprising of Passenger and ramp handling including Flight Dispatch, cabin cleaning and all services of Para 1.1.1 are as follows:

Type of Aircraft Per Transit Per Turnaround Per Terminating + Originating

B787-800/900,B777-200LRB777-300ERB747-200/300/400A-321/320 /319, B-737

The above flight handling charges per flight are inclusive of: Resources requirement and Service standards mentioned in Annex II. Service Requirements,, terms, conditions and clauses as mentioned in Para 1.1.1

of Annex-IV.

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

(ii) Discount Percentage (%) on monthly basic flight handling charge Para 1.1.2 (i) for total no of flights in a month

Total number of flights in a month.< 24 daily flt. 25 to 29 flights 30 or more flights

Note:

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Lowest quote shall be calculated based on the total cost to the carrier after taking into account- Handling rates quoted at para 1.1.2 (i) at current volume of flight operations and applying discount offered at para 1.1.2 (ii) on the current volume of operations and adding taxes and other charges if any applicable on daily flight as indicated para 1.1.

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

List of Services not included in paragraph 1 above and to be on additional charge

Manpower/Services/Equipment Unit Rates CNY ¥

Customer Agent/ Ramp Agent/ Lead Agent Per Hourflight Supervisor Per HourMedilift / Disable Pax Lift Per FlightVIP/CIP Handling Per serviceCustomer service / check-in/ ticketing/ ramp agent Per Month4.1.2(1) – Manual Load Trim - Load control by Handling Company

Per Flight

Wheel Chair / PRM Per caseUM Service Per caseFirst CLass Lounge Per caseBusiness Class Lounge Per caseBreakfast/Bevarage/ Lunch/ Dinner per pax during flight irregularity.

Per case

Pax Accommodation during interruption Per caseGround Power Unit Per flightAir Condition Unit Per flightAir Starter UnitTowingPushback 3.8.1(1)Pushback 3.8.1(2)

Handling Company Authorized Seal with signature

of 49
