‘TENDER DOCUMENT’ - mmd.airindia.co.inmmd.airindia.co.in/aimmd/tender/Draft Tender Pax 07...

AIR INDIA LIMITED

TENDER FOR COMPREHENSIVE (PAX & FLT OPS) GROUND HANDLING AT JFK (New York)

Tender no. GH/PAX/JFK/2017/ 016

‘TENDER DOCUMENT’

Dear Handling Agent,

Sub: Comprehensive Handling at John F Kennedy International Airport, New York (JFK).

Air India Limited (AI), solely at its discretion desires to award Contract for availing comprehensive Ground

Handling services comprising of Passenger and Flight Ops Handling for Air India flights at Terminal 4, John F

Kennedy International Airport, New York (JFK). We invite handling companies authorized by the local

Aviation regulator and the Airport authority of JFK, to submit offers for handling Air India flights in the format

provided. Please note that you should offer only “on comprehensive basis”, for providing all services, directly

or in collaboration & advance understanding with other approved/ authorized service providers, in accordance

with Article 3 of Main Agreement of IATA SGHA 2013.

Service providers not operating from terminal 4 but presently authorized by Port Authority of JFK/ Local

Aviation Regulator for providing Passenger and Flight ops Handling at Terminal 4, John F Kennedy

International Airport, New York (JFK) can also submit their offer.

2. You are requested to submit your 'Sealed Offer' on or before 20 th May, 2017 by 1700 hours in the office

of :

Mr Anji Undru

Airport Manager-JFK, AIR-INDIA,

JFK International Airport, Concourse A,

Room No. 462-045, Jamaica,

New York, NY 11430.

Email: [email protected]

Tel. +1 718 632 0117 , Fax. +1 718 656 8414

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

3. Following Annexures are enclosed with this Tender Document.

Annex-I Current schedule of Flight operations at New York.

Annex-II Resource requirement, Procedures and Services Standards expected

Annex-III Service Level Agreement(SLA)

Annex-IV Service requirement as per SGHA 2013 Version & yellow pages of 36th AHM.

Annex-V Handling Company Profile and Terms of Technical Evaluation

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

AIR INDIA LIMITED



Annex-VI Commercial Offer.

Annex-VII Integrity Pact

Annex-VIII Check List

4. Your offer should be in “Two Separate Sealed Envelopes” as given below:

ENVELOPE – 1: “Handling Company Profile – GH”(Containing Annex-II, III, IV, V, VII & VIII)

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 New York in particular.

Handling Company’s response must reply each point mentioned in Annex V strictly as per format of this

Tender document. Air India reserves the right to reject the bids which do not comply and do not meet the

requirements and experience or do not provide information in desired format or put 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 DOCUMENT IN THIS ENVELOPE.”

ENVELOPE – 2: “COMMERCIAL OFFER – GH”

Please submit your quotation (comprehensive rates) meeting the requirements of Annex II, III & IV. The

commercial offer be submitted by responding against each para of Annex VI. Air India desires bidder to abide

by all the terms and conditions of Annex-VI. Additional terms & conditions related to the para, if any to be

proposed, may be indicated at the end of respective para as additional sub-para.

5. It may please be noted that, both the offers (Technical & Commercial) must be put in separate sealed

envelopes and both envelopes must clearly super-scribe the following and submit these envelopes before the

due date.

Tender No.

Name and Phone no. of the Handling Company contact person.

Technical Bid or Commercial Bid.

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

indicating rate(s) in the Technical Bid or commercial offer received in the Technical Bid Envelope (Envelope –

1) is liable to be completely rejected. Air India reserves the right to accept or reject any bids at its own

discretion and/or cancel or withdraw the complete Tender process at any stage without assigning any reasons

thereof.

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AIR INDIA LIMITED



7. The offers received will be opened in the office of the Airport Manager Air India (JFK) John F Kennedy

International Airport in the presence of bidders who are interested to be present. Initially the technical offers

(Envelop 1) will be opened. The commercial offers (Envelop 2) will be opened if possible for those bidders

who meet Air India requirements technically under Annex V. Bidders will be informed about date, time and

venue for opening of bids at the contact no. indicated on the top of the envelopes.

8. If you require any clarifications, please contact Air India as per details mentioned below.

Mr. Anji Undru

Airport Manager-JFK, AIR-INDIA,

JFK International Airport,

Concourse A, Room No. 462-045,

Jamaica, New York, NY 11430

Tel. +1 718 632 0117

Fax. +1 718 656 8414


Mr. Manoj Kakar

Sr. Asst.. General Manager,

Handling Contracts and Agreement

Ground Handling Hqrs. Air India Ltd.

[email protected]

Tel: +91 11 23422182, 23422162

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

Thanks & Regards

Vandana Sharma

Regional Manager Americas

Air India Ltd.

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mailto:[email protected]

AIR INDIA LIMITED



ANNEX – I

Air India Flight Schedule Effective Summer Schedule-2017 at JFK( Terminal-4)

FLT No. DAYS A/C TYPE ARR DEP SECTOR

101/102 Daily B772/ B773 0725 LT 1510 LT DEL/JFK/DEL

Air India Flight Schedule – Winter 2016-17 at JFK (for reference)

FLT No. DAYS A/C TYPE ARR DEP SECTOR

101/102 Daily B772/ B773 0635 LT 1425 LT DEL/JFK/DEL

NOTE:

1. The Schedule provided above is for Summer Season – 2017 and last winter schedule. The

Schedule for Winter 2017 will be advised when the same is finalized. It may be clearly noted that

Schedule or aircraft type are subject to change & intimation of the same will be provided with

reasonable Notice.

2. Change in schedule / frequency will not be a ground for seeking any escalation in Handling

changes.

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

(*)-Configuration is approximate

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Aircraft type Passengers ULD ConfigurationF J Y Pallet Container

B787-800 -- 18 238 04 18B787-900* -- 22 250 04 22B777-200LR 08 35 195 04 18B777-300ER 04 35 303 06 24B747 08 18 375 04 22

AIR INDIA LIMITED



ANNEX – II

Resource Requirements and Service Standards Expected On Flight Days:

The resource requirements and procedures given in this document are the abstracts from Air India Traffic

service manual and ground handling manual. For detailed procedures, GH company to refer to these manuals.

The current copies of these manuals are also maintained by AI representative at the station. In case of any

variance in this document / AI Manual from the local process, only on such aspects the local procedure will be

established by consultation between Carrier and Handling Company.

This Annex-II will form a part of GHA and will be mandatory for Handling Agent for compliance.

1.1 PASSENGER HANDLING - RESOURCE REQUIREMENTS

Sr.

No.

Description Numbers of positions

Staff

Remarks/ Qualification of

staff1 Minimum no. of counters to be

manned [F*/J] + Y

(* as applicable aircraft type)

01F*/01J/6Y

may increase subject to

booked load for 5 hours

each

Minimum 1 year experience

as check-in agents

2. Ticketing Counter for excess baggage

collection/e-ticketing

counter/cashier/Service desk including

upgrades /down grades/ re-booking/

re-issuance etc. (counter for 3 hrs)

01 staff with dedicated

counter for 5 Hrs

Fully conversant with

ticketing/fares, BSP/IATA

procedures, handling of e-

FIM’s & Re-bookings. MUST

be in the vicinity of Check In

counters3 Overall flight Supervision Liaison

with Ramp / Bag- room / Connections

/ Cleaning / Catering / Baggage

Reconciliation and other concerned

agencies.

01 Supervisor for

Arrival and Departure

for 8 hours

Minimum 3 years of

experience of complete flight

handling

4 load controller to perform Pre-flight

Planning, Loading instructions, Trim,

Service (coupon) control, etc.

01 staff for 8 hours Minimum 1 year experience

in flight handling.

5 Accounting the Correct count of 01 Flt. service Minimum 1year experience in

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Sr.

No.


Staff


staff

check in passenger, closing all e-

tickets and take care of pre-flight &

post flight functioning.

controller/ counter

supervisor for 8 hours

flight handling for designated

work.

6 Departure activity / Boarding Gate

(For Transit Count / Departure Count

and handling UNM/VIP/CIP/WC/YP

etc.)

Note: Three Check-in staff to be multi

tasked after closure of counters.

02* staff + 03 Multi

tasked staff (Diverted

after counter closing at

D-1 Hrs)

Minimum 1year experience in


work.

7 Lost, Found / Damaged property

matters /PIR, Tracing (in World tracer

system) etc./Mishandled Baggage and

baggage related issues, complete

handling of Passenger claims

01 staff for 8 hours Minimum 1year experience in

customer relation & baggage

service.

8 Arrival activity, - assist

passenger,

02* arrival lead agent

and 2 staff for special

handling and releasing

of flight for 4 hours

each

Minimum 1 year of Baggage

handling in arrival hall.

9 Transfer Desk staff to facilitate

transfer passenger (shared

interline transfer)

01 Agent for 4 hours 1 Year experience

10 Administrative Assist at back

office

01 dedicated staff for 8

hours

1year experience

11 Floor Walker(to check EB of

Cabin bags and missing pax)

01 Staff for 5 hours Minimum 1 yrs experience in

pax handling12 Operation assistant for carrying

administrative activities in flight

dispatch activities

01 staff for 8 hours

01 staff for 4 hours



work.13 Ramp Coordinator 01 staff to coordinate

all ramp and

passenger activities for



work.

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AIR INDIA LIMITED



Sr.

No.


Staff


staff

arrival and departure

for 8 hours14 Lounge and F/J Swagat 2 Staff for 5 hours each 1year experience

*02 Staff of Arrival will be diverted for Departure Activity.

1.2 Passenger Service standards:

Sr.

no.

Service Requirement Standard

1 Flight briefing to all Agents & staff ETA-15 Minute / D-4 hrs. earlier of the two

2 Opening of Check-in counters 4 hrs before STD

3 Closing of Check-in counters D-1 Hrs

4 Open Gate service Counter D-2 hrs

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

Economy class – 15 mins

6 Maximum check-in process time Premium/ priority class pax – 5 mins

Economy class – 3 mins

7 Boarding to commence 60 mins prior to ETD

8 Close all ETs Before closure of flight in check-in system

9 Send Departure Messages D + 30

10 Load sheet / PIL/Manifest/Seat Charts/

LIR to be delivered to Aircraft by Load

Controller

to be delivered to Aircraft 30 minutes before ETD.

11 Baggage Tracer message by 6 hrs after arrival

12 Flight plan/WX charts/ NOTAM

document to be handed over to captain

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

13 NOTOC to be reached at Aircraft D-60 Mts

14 Offload GNS (gate no show) Pax

baggage.

D-20

15 Boarding to complete D-20

16. Wheelchair wait time (Arrival &

Departure)

15 Mins

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AIR INDIA LIMITED



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:

The staff must be smartly dressed, wear readable name badges and Air India logo.

Courteous and efficient services with a smile are most important parameters for quality of

service to the Passenger.

Extra care must be taken and all possible assistance must be provided to elderly passengers,

differently able, ladies with children, UNMs and VIPs/CIPs.

Agents will ensure that excess and /or oversized hand baggage is not allowed and gate

withdrawal of such bags must be avoided. No oversized hand baggage to be taken with

passenger onboard. Oversized Hand baggage must be checked, stopped and taken as check-in

baggage only at check-in counter by check-in agents.

Agents knowing Hindi or any other Indian language will be preferred.

Service controller will monitor Check-in activity, close counters in time and release containers

from baggage room for timely closing A/C holds and ensuring on time departures.

FLIGHT CORDINATOR will also monitor and ensure interline connection of baggage,

destination wise loading plan for baggage, and compliance with baggage reconciliation.

Flight supervisor (FLIGHT CORDINATOR) along with the Service Controller will ensure total

compliance of error free APIS transmitted to Delhi (DEL) station, India.

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.

In case of passenger gate no show; timely action (D-20) must be taken to off load their baggage

to avoid delay to flight departure.

All agents should have a minimum qualification of High School completed.

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. The Handling Agent will depute maximum number of staff to undergo the training

and will absorb the staff cost for training. If the Handling Agent 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 floor walkers to ensure retrieving heavy/odd size/cabin restricted hand baggage at

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AIR INDIA LIMITED



the check-in counters & handover to check-in for tagging/ excess Baggage (if applicable).

Monitoring customer service at boarding gate to assist first/executive class passengers with their

baggage and departure agents / floor walkers to ensure retrieving heavy/odd size/cabin

restricted hand baggage at the boarding gate and & handover to check-in for tagging/ excess

Baggage (if applicable) or as Limited release 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 collection facilities for excess baggage and issuing or rerouting

MCO/ E-FIMS / E-ticket. Documents (including but not limited to excess baggage coupons and

check in tickets- as required) to be reconciled according to carrier’s instruction and forward to

AI office immediately together with a daily sales

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 resolutions for Electronic FIMS EB/ E-ticket / MCO cases, and submits

sales reports on monthly basis.

1.3.2 In addition to the above, the following services must be carried out:

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

briefing session/ special instructions conducted by the Carrier’s APM.

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.

The Carrier will perform periodic Audits to ensure that the Handling Company complies with

all Regulations, and Air India quality standards.

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

compromised.

The Handling Company will comply with the of CASA(CIVIL AVIATION SAFETY

AUTHORITY), IATA, ICAO, ASOB, SAFA(Safety Audit of Foreign Airlines), Air India,

local airport regulator and any other local / mandatory regulations by Aviation Regulatory

Authority.

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AIR INDIA LIMITED



Periodic Review meetings will be held between the Carrier and the Handling Agent to review

the quality of service provided by the Handling Company and discuss any modifications if

required.

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.

In case of delayed arrival of the flight, the Handling Company shall endeavor to reduce the

ground time to 01 hour in order to make up the delay.

Handling Company will ensure deploying industry trained and authorized staff to carry out

various functions under the contract.

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 as specified above in Para 1.2

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.

If Lounge Service is provided then the lounge should be well dressed and presentable as per

standard arrangement, passengers should be greeted and assisted with their personal gear,

offered a seat and drink/snacks with a smile. If the use of Business Centre is available it

should be extended and accurate information on boarding time, gate and delay if any should

be provided.

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.

For delayed (long) or AOG flights in case of exigency handling company must provide

additional required staff to assist in rebooking stranded passengers or making hotel

arrangements etc.

Flight supervisor must ensure Aerobridge is positioned safely and timely for arriving aircraft.

Prepare document in advance for mishandled baggage upon receipt of message from the

previous station and provide necessary assistance. [Raising of PIRs and creation of files in

World Tracer System with follow up for 21 days.]

Loading of baggage and cargo should be as per given load plan. GHA must take appropriate

action for handling priority baggage, cargo and mail. Handling Company will maintain a

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AIR INDIA LIMITED



<<flight folder>> for each flight for a period of at least 180 days. The file will include the

final load-sheet with remarks and signatures, the balance chart if done manually, any last

minute changes and the loading report duly signed along with the load message received and

sent for a particular flight.

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.

In case of flight irregularity, delayed or cancellation, the Handling Company will carry out

issue FIM/ rebooking.

APIS data to be updated and transmitted to DELIN after close of the flight. Any fine levied to

the Carrier for non-compliance will be charged to GHA.

Operational documents/information (Flight plan/WX Chart/NOTOC) will be prepared by

Handling Company and delivered to the flight commander.

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

Complete handling and full support to Deportee passengers will be given by the Handling

Company which will include:

a) Flight arrangement (rebooking) on Air India or other carrier.

b) Assistance to passenger (Meals/telephone/baggage check at Customs/

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

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

necessary.

d) Assist carrier in coordinating with Handler/ Handling at Diversionary Airport.

1.4 Functioning of Officers/ Agents/ Staff:

1.2 Ramp Cordinator

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

mts.

The timings of first and last bag on the belt to be maintained and submitted to the Airport Manager on

a daily basis.

Ramp coordinator must ensure Aerobridge is positioned safely for arriving aircraft.

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AIR INDIA LIMITED



The Ramp coordinator must be trained for Safety, DGR handling and duly authorized for operating the

aerobridge equipment being operated from the training division of the handling agency, records to be

made available on request.

Ramp coordinator to sign and return the loading sheet certifying, “Loading has been carried out as per

given loading plan.”

Ensure all bags are loaded in time

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. Even in the case where economy class baggage, container gets offloaded first, the first set of

baggage on the delivery belt must be the priority 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.

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

Passenger Services Supervisor- Turn Round Coordinator - TRC (Dedicated Supervisor)(i) FLIGHT CORDINATOR will be over all in-charge of complete comprehensive Ground

Handling and a single centralized Handling Company officer to liaison with Air India Airport

Manager.

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

(iii) Sorting telexes/ mails.

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

(v) ROC -.

(vi) Pre Catering Order

(vii) Faxing / email information sheet to relevant department.

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

(ix) AOS(area of sales for ticketing/ EBT /MCO etc) Reports prepared on a daily basis.

(x) Liaise with CUTE/SITA in case of system failure, action of telex messages and liaising with

other agencies for WCHR / Ambu-Lift/ Stretcher Cases.

(xi) Overall flight Supervision Liaison with Ramp / Bag- room / Connections / Cleaning / Catering /

Baggage Reconciliation and other concerned agencies.

(xii) Ensure all post flight messages such as Hazmat Reports, E-ticket closure reports, Departure

reports ULD arrival and departure message etc are sent on a daily basis.

(xiii) Regular handing over of Revenue documents and other flight documents to Air India Page 12 of 43


AIR INDIA LIMITED



Official.

Dedicated Service Controller/ Counter Supervisor

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

Supervisor and floor walkers must promote AI services e.g. “Get up Front” scheme where

upgrades are bought at the airport, and any other offers of Air India that are announced from time

to time.

ii. Ensure proper queuing maintained at all times. If a particular passenger/group at check-in counter

are waiting for too long, check reason and suggest passenger/group move away from check-in

counter to make way for other passenger to check-in and sort out the passenger/group problem.

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

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

Customer Service desk.

v. No Fly List/Selectee List procedures should be strictly adhered to. When required necessary

clearance should be obtained from Security Department and NFL/SL Cell

vi. The number of Check-in counters shall be as specified by the carrier in the Resource requirement

in order to avoid long passenger queues.

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

post flight functioning.

viii. Ensure that all passengers requiring special assistance are attended and escorted till the gate within the

stipulated time.

Arrival Agents:

i. To meet the flight.

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

iii. All transit passengers are met and assisted. The transit list needs to be carried .

iv. Check in PSS the Wheelchair requirements and also verify with crew and arrange requisite

number of wheelchairs for passengers.

v. 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.

vi. Proceed to arrival hall and check if Priority Bags taken off belt and kept available for First and

Executive class passengers.

vii. If bags take time to be delivered liaise with ramp supervisor to ensure timely delivery.Page 13 of 43


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viii. Arrange for baggage handlers to offload bags if Immigration queues too long and same bags

going around on baggage belt.

ix. Note down actual timings for first and last bag and give the same to back office staff on a daily

basis. Do not rely on Airport Authority timings of first and last bags.

x. While in arrival Hall, ensure two arrival staff (one arrival lead agent and one porter) available at

Baggage Hall for passenger assistance. These staff will offload F/J class and Crew baggage from

arrival belt and line up to reduce congestion on belt. Also ensure put up play card stand clearly

indicating priority and crew baggage.

xi. Monitor and note number of PIRs raised.

xii. Monitor and identify hot connections and assist promptly.

xiii. Check and ensure that crew transport has arrived.

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

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

Gate Agents (Departure):

i. Ensure boarding staff arrives at gate 30 minutes prior to boarding along with stationary.

ii. Ensure mandated announcements are made from time to time.

iii. Board crew.

iv. Check with crew for commencement of boarding.

v. Ensure boarding in an orderly manner, in priority as advised by Carrier’s Duty Manager. Follow

the Star Alliance procedures for boarding of premium passengers.

vi. Monitor passenger hand bags closely and charge EBT whenever applicable. If situation is getting

out of control, seek AIR INDIA Official’s assistance and guidance/decision.

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

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

attention.

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

x. Ensure Ramp supervisor forwards Strollers/car seats/gate bags/ Automated Wheel chair to ramp

to be loaded in bulk.

xi. Ensure all documentation (PIL/Manifest/Seat Charts/Load sheet/LIR) are on board D-30.

NOTOC must reach at D-60 mts on aircraft.

xii. Once all on board as per system, tally boarding stubs and sign certification sheet and hand over to

Air India Official for Flight release.

xiii. Send forward(NSFT) message to destination station (for generating AHL at destination station) Page 14 of 43


AIR INDIA LIMITED



for the baggage pieces not loaded into aircraft for any reason, by D+20 minutes.

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

i. Greet Passengers with a smile.

ii. Efficient, Customer friendly and warm service.

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

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

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

counters.

vi. Counters for economy class 1 hour and premium class check-in shall close 45 Minutes prior to

Departure respectively.

vii. Check-in to be performed on the Carrier’s -DCS system.

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

Handling.

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

spent at the counter.

x. Monitoring of RBD violation mismatch, Date change penalties, fare difference etc and

collections to be made accordingly.

xi. Offer upgradation to applicable class (RBD) ticket holders of Economy class as per guidelines

of Get Upfront Scheme of Air India

1.6 SPECIAL HANDLING:

a) Departures :

Staff to be positioned at the First Class/Executive Class counter to Meet and Assist passengers for

Check-in. First class passengers to be escorted from kerb side to the Lounge and Executive Class

passengers to be escorted till aircraft door on request basis.

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

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b) Transit/Arrival :

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

to Immigration/Customs on request basis.

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.

1.7 FLOOR WALKER & BAGGAGE HANDLERS :

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

ii. To escort passengers to Out of Gauge (OOG) counter.

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

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

time to time.

v. Make sure availability of all joining passenger for boarding A/c and find out any missing

passenger.

vi. Check out any out of gauge or excess cabin baggage at security hold area and direct passenger

for EBT payment at gate.

1.8 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:

i. Issuance/Reissuance of tickets.

ii. Issue EMDs for Penalties, Excess baggage etc.

iii. Rebooking passengers with mis-connections and / or issuance of FIMS.

iv. In case of over bookings alternate flights to be looked for with other airlines prior to

commencement of check-in.

v. Accounting of revenues at the end of each shift.

vi. Telex message/email to destination/ en-route stations for deportees to be sent post flight, clearly

indicating if COD or not.

vii. Revalidation of the tickets in case of flight cancelation. Page 16 of 43


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viii. Provide rail and fly tickets as and when desired.

1.9 ARRIVALS:-

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

procedure.

ii. Staff to be at the gate at least 15 minutes prior to ETA of flight.

iii. Passengers needing special attention e.g. Wheelchairs, UNMs, Deportee etc shall be handled by

the staff.

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

collection.

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

accordingly.

vi. Liasion with Airport Authorities for passenger buses in case aircraft being parked on remote

bay well in advance. Ensure positioning of required no. of Buses at ETA-05 mts. at designated

remote bay for arrival pax.

1.11 DEPARTURES:

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 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.

ix. Liasion with Airport Authorities for passenger buses in case aircraft being parked on remote

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pax.

2. 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/ services mentioned in 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.

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 and sending the

appropriate Flight Plan Generation Request to the Flight planning vendor’s

computer system. (Flight Plan prepared at India – Liaison with India/Crew for

all FP related issues).

v) The handling Agency should be able to provide Flight Operations Services at the Company

Designated Alternates for John F Kennedy International Airport.

vii) Air India or Director General of Civil Aviation of India, singly 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.

Functioning of Load Controller:

EZFWT to be given to the Departure captain while reporting at the check-in counter in order

to finalize the fuel figure.

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

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immediately after the closure of check-in counter.

Operational documents/information (Flight plan/WX Chart/NOTAM) will be prepared by

Handling Company (Load Controller) in liaison with Carrier Base station, print the required

document and deliver to the flight commander well in advance.

Loading of baggage and cargo should be as per given load plan.

Load sheet to be delivered to Aircraft 30 minutes before ETD.

03 Copies printed of flight plan at the time of CIC briefing.

5 SECURITY SERVICES AND RESOURCE REQUIREMENTS

The Handling Agent should comply with requirement, regulations and procedures of TSA/ FAA. The 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. All handling agency staff must

follow Air India’s security requirements and procedures.

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ANNEX-III

SERVICE 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 JFK concerning service delivery

standards for the ground handling services contracted between the two parties. This document is being

singed 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. The penalties levied by Carrier under this SLA does not require any notification under

Paragraph 10 of Annex-VI.

Performance below Service Levels

The performance below laid down Service standards and levels shall attract penalties. The penalties are

specified under 2 parts hereunder. The penalties indicated at para Á,B,C,D of this Annex, shall be

independent of parameters & penalties stated in Para E. The penalties, so mentioned in Para E, shall

apply on the total monthly GH bills.

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 Penalty06-15 10%16-30 minutes 15%

31-44 minutes 25%

45 minutes and above 50%

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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 CASA(Civil Aviation Safety Authority), ICAO

regulations- Annex17 etc.,) within the responsibility and control of Handling Company.

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

D. Documentation

Sr.No. Description Compliance Penalty

i) APIS for all passengers to be sent 100% Reimbursement of fines/fees

imposed on Air India by

immigration, FRRO authorities,

applicable airfare etc. to be

reimbursed to Air India in case of

deportation.

ii) No Passenger Documentation

Check error -(Identity, passport,

visa)

100%

iii) No acts of omission and

commission by Handling

Company employee.

100% Revenue loss to Air India due such

acts by Handling Company

Employee.

iv) No mishandling due check-in

error in handling

100% Actual compensation paid to the

passenger will be recovered

v) No baggage left behind 100%

vi) Correct documentation of

PIR/DBR

100% Actual compensation paid to

the passenger will be

recovered

E. Performance Parameters and Penalties -

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Sr.

No.

Service Requirement Penalty per flight if not

complied amount in USD

1 Counter opening 4 hrs before STD 150

3 Check-in Agent Total 06 100 per staff

4 Gate staff /

Arrival staff

as para 1.1 of Annex-II 100 Per staff

5 Container/Belt

loader

2 container loaders with trestle and/or belt

Loader immediately on arrival

150

6 Baggage delivery First baggage on belt to be business class

baggage in 10 mins after arrival

150

First Economy class baggage 15 mins after

arrival

150

Last Baggage 40 min of arrival 150

2 Baggage handlers in customs/ arrival hall/

arrival belt

100

Outbound- positioned 15 mts prior to ETA 200

16 Re-booking/ e-

ticketing/Re-

validation &

Reissue of

tickets.

Within 2 hours of flight cancellation and

transfer passengers.

Immediate for passenger reporting at airport

for normal/schedule flights.

200

17. WHCR/ PRM Waiting time not to exceed 15 mins 150 per pax

F Other targets and penalties

Sr. No. Activity Monthly

Target

Penalty for not meeting

target

(% of monthly bill)

ULD SCM/float message- 1st & 15th of every

month

100% 1%

NOTOC (Cargo)to be presented to the Captain

D – 1 Hrs.

100% 1%

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Sr. No. Activity Monthly

Target

Penalty for not meeting

target

(% of monthly bill)

Maintain ULD Float as per (not more than

agreed allocated ULD float + 10 %)

100% 3%

2 SAFETY

DGR/AVI/VAL/ HUM acceptance strict to

IATA regulations

100% 1%

Staff working in operational area to be trained

in Airside Safety and SMS

(Safety Management System).

100% 3%

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.

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.

Quarantine-

any fines / penalties by Local regulator

Nil Any fine imposed to

Carrier

All above parameters shall be taken only wherever they relate to Handling Company and is within Handling

Company’ responsibility & control.

Handling Company to provide the handling report for certification by the authorized AI representative

after each flight.

Signed the Signed theAt At New Yorkfor and behalf of for and behalf of

___________________Name: ______________Designation: ___________________ Air India Limited

Name: Anji UndruDesignation: Manager - JFK(The contract administrator)

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ANNEX - IV

COMPREHENSIVE HANDLING SERVICES REQUIRED BY AIR INDIA AS PER IATA AHM

810, 2013 VERSION (including yellow pages* of 36th edition).

Section 1 –Management Functions

1.1.2, 1.1.3, 1.1.4

1.2.1, 1.2.2, 1.2.3(a)(b)(c)(d)(e)(f)(g)(h)(i)(k), 1.2.4, 1.2.5(a)(c), 1.2.6(b)(including interim relief

payments for disrupted passengers)

1.3.1, 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.8, 1.3.9

1.4.1(b), 1.4.2, 1.4.3 , 1.4.7, 1.4.8

Note:

1.2.3(a)Administrative duties shall be as per instructions by the carrier.

1.2.4 Maintain relevant, current and updated manuals for all the services in their office for reference

any time.

1.4.2 & 1.4.3 (limited to assist the carrier’s station management as required),

Section 2 - Passenger Services

2.1.1, 2.1.2, 2.1.3(a)(1)(2- 15 cases per flight monthly cumulative basis)(3)(4)(7), 2.1.3(b)(5)(6),

2.1.4(a)(1)(2), 2.1.4(b with carrier’s contracted service providers-liaison)(3)(4)(5), 2.1.5, 2.1.6(a),

2.1.7, 2.1.8(b)(1)(liaison with SACL (New York Airport Corporation Ltd.), 2.1.8(a)(2,3), 2.1.9(a)(b-Air

India documents to be used for issuance of EBT/ MCOs)(d)(including booking/ rebooking, issuance /

reissuance, e-FIMs/ EMDs, DBC Vouchers etc.),

2.2.1, (*)2.2.2(a)(c)(d), 2.2.3(a)(b)(1,3,4), (*)2.2.4(i)(iii)(iv), 2.2.5(1,4)(use of AI Documents)(4-Hand

held debit machine (EFTPOS Machine and Weighing scale at gate by Handling Company),

(*)2.2.6(a)(1)(2)(i), (*)2.2.6(b)(1)(2)(i)(iii)(iv), 2.2.7(a,d), 2.2.8(a), 2.2.9(a), (*)2.2.10(a,b)(1)(2)

(i,iii,iv) (AI stationery to be used), 2.2.11(a)(b-in per carrier instruction)(1,4), 2.2.12(a), 2.2.13(a,d),

2.2.14(a,d), 2.2.15, 2.2.16, 2.2.17,

2.3.2(a), 2.3.3(a), 2.3.4(a)(1,2,3,5,6)-twenty one days, 2.3.4(b)(4-at recharge)(7)(only liaison with

carrier’s contracted service providers)

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Note:

2.2.3- Any penalty by immigration authorities and costs of deportee handling / travel shall be debited to

handling company if the passengers travel on expired passport and/ or visa or travel document

irregularities-provided events are within Handling Company’s control)

2.3.4, 2.2.11 & 2.2.12- as per instructions of AI representatives.

2.2.13 – Get Upfront Scheme to be promoted

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

4.1.1, 4.1.2(a)(b)(1)(including one manual load and trim per month)

4.2.1, 4.2.2(a)(b)

4.3.9,

4.4.1, 4.4.2, 4.4.3(b), 4.4.4, *4.4.5, 4.4.6(a), 4.4.7

Note:

Maintain a message file containing all above mentioned messages pertaining to each flight for a

minimum of 90 days.

Section 6 - Support Services

6.2.2 (a-SITA -DCS)(1,2,3,4,6)(c)(5-world tracer)(8,9- LMS), 6.2.3(b)(as and when required)

(*)6.6.1(b)(1,2) (ii)(iii),

6.7.1

Section – 7 Security Services

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

Note:

7.1.3(b)(only liaison with security service provider)(no resource deployment required)

7.1.4 NSFT(not seen for transfer) message to be sent to destination by D+20

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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 handling including load and trim at John F Kennedy

International Airport, New York (JFK) 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

services to different aircraft at Terminal-4, John

F Kennedy International Airport in particular.

3. Please specify the services you are offering

from the following in this tender and confirm

that you are Authorized/ Licensed Handling

Agent at Terminal-4, John F Kennedy

International Airport for the services with

reference.

I Passenger

iii Flight Ops

4a Please give brief description of resources held

at John F Kennedy International Airport & the

date since when providing handling services at

John F Kennedy International Airport.

I Manpower (on Company’s pay roll)

Ii Managerial

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Agree/

Yes

Remarks / Info

iii Supervisory

Iv No of skilled personnel,

V unskilled workmen

4b Assets : Offices, workshop facility etc.

No of Airlines handled with SITA DCS check-

in system at

d) Number of simultaneous Passenger wide-

bodied flights you can handle at JFK.

e) Number of flights that you will be required to

handle when AI flights are on ground - Please

specify Day-wise position giving flight details.

5. Experience as Handling Agent in John F

Kennedy International Airport.

6 Number of airlines handled at present at John F

Kennedy International Airport (JFK).

I Name of Airlines

Ii Services Provided

iii Type of Aircraft

Iv Type/ Name of DCS Handled

7 Please confirm that you will be in a position to

handle AI flights in AI's own computerized

SDCS through CUTE.

8 Necessary Carrier specific Training including

Load & Trim, Carriers SDCS, etc. as decided by

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Agree/

Yes

Remarks / Info

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 - by way of

providing ground handling service at John F

Kennedy 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 of TSA/ IATA/ ICAO/FAA/

JFK Aviation REGULATORY AUTHORITY

(LOCAL) 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 will be met

and that a Service Level Agreement will be

discussed and entered into. In case of non-

compliance, penalty clause to be discussed and

agreed upon.

13 Liability & Indemnity and Standard

Termination clause as per article 8 and 11 of

IATA SGHA 2013 version must be acceptable

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Agree/

Yes

Remarks / Info

to Handling Company. Please confirm.

14 Please confirm that you will be able to

commence all services, as indicated in Annex

IV effective 1st August, 2017, provided the

contract is awarded to you.

15 Payments will be effected locally by Air India

office at JFK in local currency.

16 As an authorized Handling Agent, you are

required to submit your offer for the "The

Handling comprising of Pax (including Load &

Trim).

17 The Handling Company will be eligible for

further Technical Evaluation if it obtains

minimum 12 points in the “Requirement

Grading in the table at Para 18 below. The

commercial offer of only technically suitable

parties will be opened.

18. Please confirm that the submitted quote

(Commercial Offer-Annex-VI) remains valid

for six months from the Tender Hosting date.

19. EVALUATION / QUALIFYING CRITERIA

In order to assess the capability of service providers, who show interest in our selection process, point system

of evaluation has been indicated in this process.

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

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B. The term “Ground Handling Services” means services meeting all requirement as in Annex IV of ‘IATA

SGHA (January 2013) & Yellow pages of AHM 36th edition’.

Sr. no. Parameter Points Party’s response

i) Number of years in the business of providing Ground Handling services for scheduled

commercial Passenger flights at JFK.

Less than 3 years. 0

3 to 5 years 1

6 to 9 years 3

10 years & above 5

ii) Number of airports where you have Ground Handling services set up for passenger flight

handling in America.

One airport 1

2 to 5 airports 2

6 to 9 airports 3

10 airports & above 5

iii) Total number of scheduled client airlines (Pax flights) to which you are providing Ground

Handling services at the airports of your operation.

Less than 03 client 0

03 to 05 clients 1

06 to 10 clients 2

11 to 15 clients 3

16 to 20 clients 4

21 & more clients 5

iv) Maximum numbers of flights handled by Handling company during the year (2016) at New

York (JFK) – Handling company who has provided the services, to less than 500 flights will

not be considered for further evaluation.

500 – 1000 flts. 1

1001 -2000 flts. 2

2001 -3000 flts. 3

3001 -5000 flts 4

5001 & above 5

v) Number of scheduled Passenger flights (Wide Body) handled at the same time (bunching of

flights) at Terminal 4, John F Kennedy International Airport, New York(JFK). If nil wide

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body flight is being handled presently , the Handling Company will not be considered.

Less than 02 flights 0

02 – 04 flights 1

05 - 09 flights 2

10 - 15 flights 3

16 -20 flights 4

21 & above 5

vi) Safety Track Record-Nil Ground Incident at John F Kennedy International Airport.

Nil Incident for last 2 years 1



vii) The Annual Turnover in Ground Handling Business at New York, (USD.)

less than 5 million 0

5 to 10 millions 1

More than 10 upto 20 millions 2

Above 20 millions 3

viii) Is Service Provider ISAGO certified?

Yes 3

No 0

ix) Number of Accreditations / Certifications/Approvals for Ground Handling services held.

One 1

Two 2

Three 3

Four 4

Five & above 5

x) No of Star Alliance Airlines handled (Indicate Airlines Names) by Service provider at

JFK.

Nil Airlines 0

01-03 Airlines 1

04-06 Airlines 2

7 or More Airlines 3

xi) Is Handling Company having Ground Handling experience of B-787 /B-772 & 773.

No 0

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Yes 2

20 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 Annex II for handling of

Air India flights (B777-200/300/ B787-800/900) at Terminal 4, New York, America.NSW-2020.

Please note, your quotation must be in the form of Annex B, simplified version of IATA SGHA January 2013

and yellow page of AHM 36th Edition, with the rates as in the following format.

PARAGRAPH 1 - HANDLING SERVICES AND CHARGES

1.1For 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 USD.

1.1.1 COMPREHENSIVE HANDLING SERVICES REQUIRED BY AIR INDIA AS PER

IATA AHM 810, 2013 VERSION (including yellow pages* of 36th edition).

Section 1 –Management Functions

1.1.2, 1.1.3, 1.1.4

1.2.1, 1.2.2, 1.2.3(a)(b)(c)(d)(e)(f)(g)(h)(i)(k), 1.2.4, 1.2.5(a)(c), 1.2.6(b)(including interim relief

payments for disrupted passengers)

1.3.1, 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.8, 1.3.9

1.4.1(b), 1.4.2, 1.4.3 , 1.4.7, 1.4.8

Note:

1.2.3(a)Administrative duties shall be as per instructions by the carrier.

1.2.4 Maintain relevant, current and updated manuals for all the services in their office for reference

any time.

1.4.2 & 1.4.3 (limited to assist the carrier’s station management as required),

Section 2 - Passenger Services

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2.1.1, 2.1.2, 2.1.3(a)(1)(2- 15 cases per flight monthly cumulative basis)(3)(4)(7), 2.1.3(b)(5)(6),

2.1.4(a)(1)(2), 2.1.4(b with carrier’s contracted service providers-liaison)(3)(4)(5), 2.1.5, 2.1.6(a),

2.1.7, 2.1.8(b)(1)(liaison with SACL (New York Airport Corporation Ltd.), 2.1.8(a)(2,3), 2.1.9(a)(b-Air

India documents to be used for issuance of EBT/ MCOs)(d)(including booking/ rebooking, issuance /

reissuance, e-FIMs/ EMDs, DBC Vouchers etc.),

2.2.1, (*)2.2.2(a)(c)(d), 2.2.3(a)(b)(1,3,4), (*)2.2.4(i)(iii)(iv), 2.2.5(1,4)(use of AI Documents)(4-Hand

held debit machine (EFTPOS Machine and Weighing scale at gate by Handling Company),

(*)2.2.6(a)(1)(2)(i), (*)2.2.6(b)(1)(2)(i)(iii)(iv), 2.2.7(a,d), 2.2.8(a), 2.2.9(a), (*)2.2.10(a,b)(1)(2)

(i,iii,iv) (AI stationery to be used), 2.2.11(a)(b-in per carrier instruction)(1,4), 2.2.12(a), 2.2.13(a,d),

2.2.14(a,d), 2.2.15, 2.2.16, 2.2.17,

2.3.2(a), 2.3.3(a), 2.3.4(a)(1,2,3,5,6)-twenty one days, 2.3.4(b)(4-at recharge)(7)(only liaison with

carrier’s contracted service providers)

Note:

2.2.3- Any penalty by immigration authorities and costs of deportee handling / travel shall be debited to

handling company if the passengers travel on expired passport and/ or visa or travel document

irregularities-provided events are within Handling Company’s control)

2.3.4, 2.2.11 & 2.2.12- as per instructions of AI representatives.

2.2.13 – Get Upfront Scheme to be promoted

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

4.1.1, 4.1.2(a)(b)(1)(including one manual load and trim per month)

4.2.1, 4.2.2(a)(b)

4.3.9,

4.4.1, 4.4.2, 4.4.3(b), 4.4.4, *4.4.5, 4.4.6(a), 4.4.7

Note:

Maintain a message file containing all above mentioned messages pertaining to each flight for a

minimum of 90 days.

Section 6 - Support Services

6.2.2 (a-SITA -DCS)(1,2,3,4,6)(c)(5-world tracer)(8,9- LMS), 6.2.3(b)(as and when required)

(*)6.6.1(b)(1,2) (ii)(iii),

6.7.1

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Section – 7 Security Services

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

Note:

7.1.3(b)(only liaison with security service provider)(no resource deployment required)

7.1.4 NSFT(not seen for transfer) message to be sent to destination by D+20

1.1.2 Handling Charges and Discount

(i) Comprehensive Flight handling rates (USD) comprising of Passenger handling including and all

services of Para 1.1.1 are as follows:Type of Aircraft Type of Operations (Rates in USD)

Per Transit Per Turnaround Per Terminating +

Originating

B787-800/900,

B777-200LR, B777-300ER

B747-200/300/400

B737

The above flight handling charges per flight are inclusive of:(i) Resources requirement and Service standards mentioned in Annex II.(ii) All Service Requirements mentioned in Para 1.1.1.(iii) VAT charges(if applicable)(iv) Taxes, surcharges, royalties etc. that may be applicable

.List exclusions, if any, on above quoted rated (in case no exclusions - indicate as NIL).

(ii) Discount Percentage (%) on basic flight handling charge Para 1.1.2 (i).

Total number of flights in a month. 1 daily flt. 32 to 38 flts per

month

39 or more flights

per month

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Note:

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, applying discount offered at para 1.1.2 (ii) on the

current volume of operations and adding taxes and other charges if any applicable.

1.2 Handling in case of Technical landing flight will be charged at Twenty (20) % of the above transit rates

in sub-paragraph 1.1.2(i), provided that a physical change of load is limited to crew change.

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

not involved.

1.4 Handling in case of return to ramp involving a physical change of load will be charged as for handling

in case of technical landing in accordance with Sub-Paragraph 1.2 of this Annex.

1.5 In case of “LIVE-IN-FERRY-OUT” & “FERRY-IN-LIVE-OUT” flight, 25% of the rates in Para

1.1.2(i) will be charged.

1.6 No additional charge should be levied to AI for handling flights during nights, holidays, weekends,

Bank holidays, off days or for overnight stay.

1.7 There will be no charge for flight cancellations where the Carrier informs/gives notice 8 hours prior to

schedule time of Arrival. If less than eight hour notice is given, actual manpower utilized will be billed

up-to a maximum 20% of Basic handling charge.

1.8 In case of diverted flight without change of load or change of load limited to and necessitated due

Sick/indisposed passenger/medical emergency cases, a maximum of 25% of the transit rate as in Para

1.1.2(i) will apply.

1.9 No escalation in handling charges will be acceptable in case of change in schedule of flight Operations

or frequency.

1.10 Handling company to confirm the takeover of the Carriers flights handling with effect from August 1 st

2017, if the contract is awarded to you.

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1.11 In addition to the Article 1.6 of the Main agreement, in the event of an accident or incident involving

the carrier’s aircraft which causes the carrier to activate its emergency plan, the Handling Company

will utilize the emergency plan as agreed between the parties responding to such situation and to assist

survivors and families.

1.12 All Handling Company Staff must be trained with all requisite certificates as required by Local

Aviation/ Airport Operator including Safety Management System(SMS).

1.13 Handling Company will extent necessary cooperation during periodic audit by the safety and regulatory

agencies.

1.14 Diversionary Handling- The Handling Company will provide ground handling support for the carrier in

the event that a flight diverts to airports where the Handling Company has established operations. Such

flights will be charged a technical landing in accordance with Para 1.3, unless a change of load is

required. If a change of load is required, charges will be asper the additional. The Handling company

agrees that they will also arrange handling of diverted flights at airports where they do not have

established operations.

1.15 No extra charge will be made for providing the services to the Carrier’s off schedule operations, ground

interruption and /or overnight off Schedule operation provided that the services can be covered by

existing shift personnel. Any additional work resulting in additional cost must be preapproved by

Carrier local representative.

PARAGRAPH 2 - ADDITIONAL SERVICES AND CHARGES

S/no. Manpower/Services/Equipment Unit Rates in

USD

1 Customer Agent Per Man hour

2 Customer Service Duty Manager Per Man hour

3 VIP/CIP Handling Per Pax

4 UNM & Wheel chair Per Pax

5. Agent for Flight ops assistance Per Man hour

2.1 No overtime will be paid if the flight is arriving late upto 3 hrs of scheduled arrival time or departing

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late upto 3 hrs after the scheduled departure time. No extra charge for early arrival of flights up to 1

Hour. For delay beyond 3 hours, the actual manpower used for Passenger service 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 for the complete contract tenure of

three years. The Handling Company has to absorb any hike on account of Consumer Price Index (CPI)

in the country during this period.

2.3 Handling Company will indemnify the Air India against any liability arising out of transfer of

contract from existing service provider, including employee liabilities.

2.4 The Handling Company is responsible for all cost associated with and providing the services,

including but not limited to, employee parking, badging, uniforms, training, physical exams, drug and

alcohol screening and testing, background checks, telephone service, communication, equipment

including cell phones, holiday, vacation, sick leave and back fill of staffing outages, insurance for

employees and 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.

PARAGRAPH 4 - LIABILITY AND INDEMNITY

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

be as follows:

Aircraft Type Limit (Per Incident) in USD

B777/B747/B787 All series 1,500,000 (1.5 million)

4.2 Notwithstanding Article 8.1, Handling Company shall be liable for the compensation paid towards

mishandling, damage to, delay or loss of baggage due reasons attributable to the Handling Company.

PARAGRAPH 5 - AREA OF RESPONSIBILITY INCLUDING SUPERVISION AND

ADMINISTTRATION

5.1 The area of responsibility as mentioned in sub-sections 4.3 of Annex-A (within VHF range by the

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Handling Company) is: John F Kennedy International Airport, New York,(JFK).

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

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.

5.3 All training cost and expenses of the Handling Company’s personnel pertaining to Carrier’s DCS,

Ticketing & Reservation or system cutover, or such training as may be required in line with Sub –

Article 5.8 of Main Agreement will be borne by Handling Company. No cost will be levied to carrier

for deputing GHA staff for such Trainings. The Handling Company shall be responsible, at its own

cost and expense, for any additional training required due to employee turnover or course failures.

However initial training cost for the Carrier’s trainer for commencement of Operations will be

provided by Carrier.

5.4 Handling Company will electronically handle the EMD services for Carrier (including E-FIMS/

MCO etc.) with the requisite training as mutually agreed with Carrier.

5.5 If the training is required on account of Handling Company’s reasons (due attrition, change of

dedicated staff, leave etc.), the entire cost of training will be absorbed by Handling Company.

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 The carrier’s prior written permission will be sought by the Handling Company before entering into

any subcontracting agreement.

PARAGRAPH 7 - PAYMENT

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7.1 Notwithstanding Sub–Article 7.2 of the main Agreement, payment of account shall be effected

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

locally. The Handling Company will bear all charges for the payment of inbound wire fees, bank

charges or other commission fee

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

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 August 1st, 2017 and shall continue in force for a period of three years or until terminated by either party giving 60 days’ notice in writing to other party in accordance with Article 11 of the Main Agreement of SGHA 2013 version. However in case of discontinuation of Carrier’s flight operations, termination will be without such notice.

8.2 Notwithstanding Sub-article 11.11 of the Main Agreement, the Ground Handling rates as specified in Para

1 of this Annex B will remain firm for the complete duration of the contract (i.e. for the period of 3 years) and

no escalation for any reason would apply.

8.3 Notwithstanding Sub-article 11.2 of the Main Agreement, any modification with 60 days prior notice shall

be in the form of an Annex B and remain valid only if agreed and signed by the handling Company and the

Carrier’s representative.

8.4 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.

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

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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 Notwithstanding the provisions of Sub-article 9-1 of the Main Agreement, this Agreement shall be

governed by and interpreted in accordance with the laws of the America without regard to principles of

conflicts of laws. The place of arbitration and/or jurisdiction with respect to any dispute arising out of or

related to this Agreement shall be New York, the laws of the America.

PARAGRAPH 10 –NOTIFICATION

10.1 (i) In accordance Sub-article 11.3 of the Main Agreement, any notice or communication hereunder shall

be given to the respective parties as follows:

To Carrier: To Handling Company:

Air India Ltd.

Executive Director-Ground Handling

Room No-423, Airlines House, 113,

Gurudwara Rakabganj Road, New Delhi-

INDIA-110001

Telephone: +9111 23422 144,


PARAGRAPH 11 – DECLARATION

11.1 "It is expressly understood and agreed by and between ____________Ltd. (American 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 hereunder. It is expressly

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AIR INDIA LIMITED



understood and agreed that Air India Ltd. is an independent legal entity with power and authority to enter into

contracts solely in its own behalf under the applicable laws of India and general principles of Contract Law.

____________expressly agrees, acknowledges and understands that Air India Ltd. is not an agent,

representative or delegate of the Government of India. It is further understood and agreed that the Government

of India is not and shall not be liable for any acts, omissions, commissions, breaches or other wrongs arising

out of the contract. Accordingly ,_____________Ltd. hereby expressly waives, releases and forgoes any and

all actions or claims, including cross claims, impleader claims or counter claims against the Government of

India arising out of this contract and covenants not to suit the Government of India as to any manner, claim,

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

PARAGRAPH 12 - SERVICE LEVEL AGREEMENT and INTEGRITY PACT

12.1 The executed Service Level Agreement and Integrity Pact are to be attached to Annex B as Annexures

and will form integral part of the SGHA.

12.2 The Handling Company agrees to provide the services in accordance with the Services Standards as

required by the Carrier as per Annex-II(Resource requirement , procedure and service standards).

PARAGRAPH 13 - RIGHT TO AUDIT

13.1 The Handling Company shall allow the Carrier access at all reasonable times, by appointment, to

Audit, copy and reproduce the books, records, correspondence, instructions, receipts and memoranda

of every description relating to this Agreement

Handling Company Authorized Seal with signature

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AIR INDIA LIMITED



ANNEX-VIII

Check List to be submitted along with Technical Bid

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 Service requirement as per Annex IV.

4 Acceptance of standard termination clause as per IATA SGHA 2013.(Refer

Para 8 of Annex VI.)

5 Lead time for commencement of services.

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

7 No price quote in technical bid.

8 Letter from Company authorizing person to sign all the Offer Documents.

9 Envelope clearly indicating technical offer for Comprehensive services to Air

India Flights at JFK and the name of Handling Company.

COMMERCIAL OFFER

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

2 Carefully read the note regarding calculation of Lowest offer.

3 Acceptance of all the para and sub-para of Commercial offer.

4 All the papers of tender document and quotation have been signed and

stamped by the person authorized by handling Company.

5 Envelope clearly indicating commercial offer for Comprehensive services to

Air India Flights at JFK and the name of Handling Company.

6 Services and format in Commercial bid are same as in the technical bid and

these services are included in the basic handling charge.

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