РОНО часть 5 Руководство по наземному ... - Nordavia

Aircraft Ground Handling

Control Manual

Chapter 5

Ground Operations Manual

I–125–007

Ed. 03 Rev. 00

Ground Handling Management Division

Перед использованием проверьте актуальность документа Корпоративный портал/ СМК/Руководства по деятельности/ООНО

APPROVED

JSC Nordavia – Regional Airlines

General Director

____________S. Savostin

«_____»___________2021

Aircraft Ground Handling Control Manual

Chapter 5



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LIST OF MANUAL HOLDERS

№

Status

Format

(paper,

electronic)

Holder of Manual

Copy

(location)

Person responsible

for management of

copy of the

Manual

1 controlled paper Ground Handling Management Division Head of GHMD

2 controlled electronic Corporate Portal/QMS/Корпоративный

портал/СМК/Operations Manuals/Ground

Handling Management Division (For the

Airline employees)

Head of GHMD

3 controlled electronic http://www.nordavia.ru/oinfo/airports/ (for service providers)

Head of GHMD

http://www.nordavia.ru/oinfo/airports/


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EDITIONS REGISTRY LIST

Edition №

Revision №

Number of chapter,

page being changed

The document on the basis of

which the change is made

Date of coming

into effect

03 00 - Date of

approval


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LIST OF EFFECTIVE PAGES

Page Date of approval

1-185 Date of approval


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LIST OF EFFECTIVE BULLETINS

№ of bulletin Chapter Date of approval Note


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CONTENTS

Chapter 0 Purpose, rules of maintaining the effectiveness of the Manual 1

Chapter 1 Organization and responsibility 16

Chapter 2 Organization of commercial aircraft handling on apron 22

Chapter 3 Passenger service 100

Chapter 4 Baggage handling 145

Chapter 5 Ground Handling Agreement 159

Chapter 6 Baggage handling in failure situations 162

Chapter 7 Staff training 175

Chapter 8 Quality Assurance Program 183


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CHAPTER 0

PURPOSE, RULES OF MAINTAINING THE

EFFECTIVENESS OF THE MANUAL


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CONTENT

0.1. Introduction ………………………………………………………………..3

0.2. Terms, definitions and acronyms………..…………………………………4

0.3. Declaration for corporate obligations of JSC Nordavia in management, quality,

safety and security management……………………….....……………….……10

0.4. System of making changes to the Manual……………………………........15


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0.1. INTRODUCTION

Ground Operations Manual (hereinafter referred to as Manual) developed in

accordance with the requirements of the Air Code of the Russian Federation, Federal

Aviation Rules and other applicable civil aviation rules and regulations of the Russian

Federation, in accordance with the ICAO requirements, IATA Ground Operations

Manual (IGOM) and IOSA standards and recommended practices.

The Manual is a JSC Nordavia – Regional Airlines (hereinafter referred to as the

Airline) regulatory document for organization of ground operations support and is

intended to be used by the Airline employees and service providers performing the

Airline aircraft ground handling at the base airport and on flight network airports.

The Manual includes instructions, procedures and practical recommendations

necessary for the performance by the Airline employees their duties in scope of ground

operations support. Ground operations support also includes measures to perform

balance, load control, ensuring and accounting for the regularity of departures, aircraft

De-/Anti-icing.

Documents used to ensure ground handling operations performance :

contain readable and accurate information;

are presented in a format available to use by ground handling personnel;

The Manual can be issued in separate parts, contains policies, procedures,

processes and other guidance and information necessary for ground handling personnel

to perform their duties and ensure the conformity with the existing in the Russian

Federation laws, regulations, rules and standards of the Airline, IOSA international

requirements, IATA Ground Operations Manual (IGOM).

The Manual contains or may contain commercial secrets, copyright material,

confidential information affecting the Airline interests and cannot be reproduced,

transmitted or copied without prior written authorization of General Director.

The Manual is distributed in electronic form.

Thus, the current edition of the Manual is presented in a format that is acceptable

for use and is available at each operational area where ground handling activities are

performed.

The applicability of the Manual shall be checked prior to use at the Corporate

Portal or on the Airline website http://www.nordavia.ru/oinfo/airports/.

The requirements of this manual apply to the JSC Nordavia employees, Airline

agents providing ground handling.

0.2. Terms, definitions and acronyms

Emergency life-vest – individual rescue when performing an emergency aircraft

ditching.

Aviation Security – (Annex 17 to the ICAO Convention on International Civil

Aviation) – set of measures, as well as human and material resources designated to

protect civil aviation from acts of unlawful interference.



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Property Irregularity Report (PIR) – a document issued by the carrier in the

presence of the passenger immediately upon detection of damage caused to baggage, the

carriage of which is performed by aircraft of one or several carriers. The report is signed

by the carrier and the passenger.

Airport - a complex of facilities, including an airfield, air terminal and other

facilities designed for receiving and departing aircraft, servicing air transportation and

having the necessary equipment, aviation personnel and other employees for this

purpose.

International airport - an airport that is open for receiving and departing aircraft

that perform international air transportation, and in which customs, border, sanitary and

quarantine and other controls are performed.

Baggage – personal property of a passenger transported on an aircraft in

accordance with air carriage agreement (ticket), but not a cargo.

Hold baggage - the passenger baggage that is accepted by the carrier for

transportation under his responsibility for its safety and for which he issued the baggage

tag.

Unclaimed baggage – baggage that arrived at the destination airport (point)

indicated on the baggage tag and was not received or claimed by the passenger.

Cabin baggage - passenger's baggage permitted by the carrier for carriage in the

aircraft cabin within the established baggage allowance and which is marked with the

tag "Approved Cabin Baggage". Responsibility for the safety of this baggage is

assigned to the passenger.

Excess baggage - the part of the baggage weight that exceeds the free baggage

allowance established by the carrier or requires mandatory payment regardless of the

specified rate.

Baggage with declared value – the value of baggage declared to the carrier by the

passenger in order to determine the limit of the carrier’s liability for loss, damage or

delay. For transportation of this baggage, the amount set by the carrier is charged.

Transfer baggage - hold baggage being transported (shall be transported) along

the flights of one or more carriers with reloading from one aircraft to another.

Crew baggage - baggage which is the property of the operating crew and for

which a different design is applied.

Baggage tag - a document issued by the carrier to identify hold baggage; a part of

the baggage tag is attached by the carrier to each piece of hold baggage, the other part of

the tag is given to the passenger.

Aircraft baggage/cargo compartment – the space bounded by the ceiling, floor,

walls and partition and used for cargo (baggage) transportation.

Weight and balance chart form – a nomogram with which the payload is

calculated or, in the popular phrase, the aircraft weight and balance is calculated

graphically.


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Domestic operation - air transportation, in which the point of departure,

destination and all landing points are located on the territory of the Russian Federation.

Harm - categories of damage arising from the baggage air transportation on the

agreed services:

а) damage – harm in which, due to physical or chemical changes, baggage is

partially or fully depreciated and cannot be used by an interested person;

б) shortage - harm in which the interested person suffers losses due to the loss of

certain items or things from the baggage;

в) delay - non-arrival of baggage or part thereof at the destination airport within

the period provided for in the agreement or within a reasonable time;

г) loss - the non-arrival of baggage or part of it to the airport and the carrier

acknowledging the fact of loss.

Baggage not found when searching for 21 days from the day following the one in

which it was supposed to be delivered to its destination shall be considered lost.

Aircraft – air vehicle maintained in the atmosphere due to interaction with air,

other than interaction with air reflected from the surface of the earth or water.

Air carriage agreement – terms and conditions specified in the ticket, and for e-

tickets are the terms and conditions published on the airline's website.

Aircraft loading – accommodation (presence) of passengers in cabins, baggage,

mail, cargo, ballast in baggage/cargo compartments, ballast fluid or fuel in aircraft tanks

in accordance with the aircraft weight and balance chart, loading chart, Loadsheet.

Disabled – person who has a health disorder with a persistent disorder of the

body’s functions, caused by diseases, consequence of trauma or defects leading to

limitation of life and necessitating his social protecting;

Maintenance release – standard form, filled in as the emergency lifejacket is

serviced.

PIC (Pilot-In-Command, aircraft commander) – a person who has a valid pilot

certificate, as well as the training and experience necessary for self-control of the

aircraft of a certain type, and assigned to perform a flight task.

Personal belonging – an item that is in excess of the established free baggage

allowance and free of charge a passenger has the right to carry if it is with the passenger

and is not enclosed in the baggage.

International carriage by air - air transportation in which the point of departure

and destination are located:

- respectively on the territory of two states;

- on the territory of one state, if the point (points) of landing on the territory of

another state is provided.

Flight irregularity – any violations of the work order established on air transport

(baggage or cargo shipment, shortage by weight or number of seats, damage, loss,

separation of documents and cargo, improper execution of shipping documents), which

have entailed or could have entailed harmful consequences.


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GHMD – Ground Handling Management Division.

Dangerous Goods - products or substances that may pose a threat to health,

safety, property or the environment and which are listed in the dangerous goods list in

technical instructions or are classified in accordance with these instructions.

Miscellaneous Charges Order (MCO) – a nominal payment document issued by

the Airline or its authorized agent to a passenger, upon presentation of which the

passenger can use the amount specified in the order to pay for the purchase of an airline

ticket or excess or declared value baggage on the Airline own flights, in certain cases

for hotel payment.

Person responsible for the organization of the aircraft commercial service on the

apron – person authorized by the Airline in the Russian Federation, CIS countries and

abroad.

Person responsible for the aircraft weight and balance – personnel trained in

aircraft weight and balance with obtaining relevant certificates.

Occupational health and safety – a system for saving the life and health of

employees during performing their duties, including legal, socioeconomic,

organizational, technical, sanitary and hygienic, therapeutic and preventive,

rehabilitation and other measures.

Passenger – any person, with the exception of crew members, who is or is to be

transported in an aircraft in accordance with the passenger air carriage agreement.

Transit passenger - a passenger who, in accordance with the passenger air

carriage agreement, is transported further by the same flight on which he arrived at the

intermediate airport.

Transfer passenger - a passenger who, in accordance with the passenger air

carriage agreement, is delivered to a transfer point by one flight, and further is

transported by another flight of the same or another carrier.

Carrier - the operator who is licensed to perform air transportation of passengers,

baggage, cargo and mail on the basis of air carriage agreements.

Damage to baggage – bringing baggage in unsuitable condition during

transportation, as a result of which it cannot be fully used for its original purpose (lost

its value).

Boarding (into the aircraft) - the entry of persons on board the aircraft for the

purpose to perform the flight, with the exception of the crew members and passengers

who were taken on board at the previous stage of this direct flight (Annex 9 to the

Chicago Convention).

Maximum payload – highest payload determined by flight safety requirements in

the expected conditions of the upcoming flight.

Claim – a civil aviation customer’s claim to an aviation enterprise for

compensation for damage arising from air transportation.


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Airline representative – person authorized by the Airline, an employee of a

separate division (Ground Handling Support Division) or the Airline representative

office.

Payload calculation – definition of the limit and actual payload and its placement,

at which the center-of-gravity of the aircraft is within the range of permissible flight

weight and balance and ensures flight safety and stability on the ground.

Unit Load Device (ULD) – a packing in which baggage or cargo is loaded and

which is then loaded into the aircraft as a whole unit, such as a pallet, container.

Fare – the amount approved in the established order, charged by the carrier for

the transportation of one passenger, or for the transportation of a piece of mass or

volume of baggage or cargo from the point of departure to the destination on a certain

route.

Work environment – a set of factors of the operational environment and the labor

process that affect the efficiency and health of the employee.

Baggage loss – transportation failure, in which the carrier, after the expiry of the

delivery period, fails to deliver the baggage accepted for carriage to an authorized

person, regardless of whether this has occurred as a result of its actual loss, theft,

transfer or erroneous delivery at an intermediate airport.

Aircraft weight and balance – such placement of the payload on the aircraft,

which ensures safety in all flight modes. The basis of the weight and balance

characteristics is the aircraft weight and balance, that determines the location of the

center-of-gravity of the aircraft.

Aircraft crew – the list of persons who, in accordance with the established

procedure, are entrusted for performance of certain duties related to the flight and

aircraft technical operation, as well as servicing the passengers on it when performing a

flight task. The aircraft crew consists of the flight crew (PIC, other persons of the flight

crew) and the cabin crew (flight attendants).

Electronic passenger ticket and baggage check – a document used to certify a

passenger and baggage air carriage agreements, in which the information on the

passenger and baggage air transportation is presented in digital form (abbreviated as

electronic ticket). Электронный билет имеет структуру и содержание,

утвержденные приказом Министерства транспорта Российской Федерации от

08.11.2006 № 134.

Advise-If-Holding (AHL) - file for searching baggage in the World Tracer

system.

APIS + - Advance Passenger Information System Plus - additional information

about the passenger’s document, country of residence and address in the country of

residence.

APIS - Advance Passenger Information System - additional information about the

passenger document.


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BULK- aircraft baggage/cargo compartment for loading baggage, cargo, mail

without the use of containers (pallets). Fixation in the compartment is performed with

nets, straps, etc.

СТМ – Cargo Transfer Manifest.

Denied Boarding Compensation (DBC) – compensation issued by the Airline to

the passenger for refusal to transport due to the lack of seats in the aircraft.

Damage Property Report (DPR) - file for baggage damage/shortage of items in

baggage in the World Tracer system.

FWD - a message about the shipment of the found baggage to the destination sent

in the World Tracer system.

Interline Through Check-In (ITCI) - - pass-through registration procedure, i.e.

check-in of a passenger and his baggage from the starting point of transportation to the

final one in several check-in systems.

LOAD&TRIM SHEET– weight and balance chart, official working document in

which flight data are recorded, calculation of the maximum payload, distribution of the

actual load in accordance with the specified range of maximum allowable flight aircraft

weight and balance and the resulting takeoff and landing weights and weight and

balance.

LOADING INSTRUCTION – aircraft loading chart.

LOADSHEET– consolidated loading chart, is one of the main flight documents,

includes payload information and flight safety data by aircraft weight and balance.

On-Hand (OHD) - unclaimed baggage file in the World Tracer system.

Through Check In (TCI) - through check-in procedure, i.e. check-in of a passenger and

his baggage from the starting point of transportation to the final point in ACSI SABER.

World Tracer - multifunctional automated system for managing information

about defective baggage.


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0.3. DECLARATION FOR CORPORATE OBLIGATIONS IN

MANAGEMENT, QUALITY, SAFETY AND SECURITY MANAGEMENT

The Declaration for Corporate Obligations of the Joint-Stock Company Nordavia

- Regional Airlines (hereinafter - the Airline) - these are the general intentions and

directions of the Airline's activities in the field of management, flight safety, aviation

safety and quality, officially formulated by senior management in the form of policies:

• Quality policy¶

• Management policy¶

• Flight Safety Management Policy¶

• Aviation security policy¶

The declaration is reviewed at least once every two years to ensure its relevance

and is communicated to all Airline personnel. ¶

MANAGEMENT POLICY

The management policy reflects the leadership position of the Airline aimed at

achieving an acceptable level of flight safety, aviation safety and quality through the

introduction of a set of organizational procedures that ensure continuous measurement

and evaluation of the parameters of production activities and make the necessary

changes that contribute to the achievement of planned results.¶

Management Policy Principles

• Strong focus on ensuring flight safety, aviation safety and quality, which are

priorities of the management and all employees of the Airline.

Any decisions of managers, actions (or inaction) of Airline employees at any

level should be assessed in terms of their impact on the state of flight safety, aviation

security and risks arising in these areas.

• Transparent management procedures and decisions of the Airline management

for employees.

The transparency of management decision-making procedures and their execution

for employees, achieved through the use of modern information tools, ensures the

effectiveness of the quality management system. The quality management system is not

a set of documents, but the willingness of each employee to constantly participate in

improving activities.

• Conscious willingness of managers at all levels to make decisions and actions

within their powers.

Activity and striving for independent actions within their competences, in strict

accordance with the current rules, norms and procedures, instead of passively waiting

for the decision of the top management - encouraged work style of the Airline

employees.

• Availability of the Airline’s management.

Each employee of the Airline could provide information that affects safety and

security both by informing the management and by using the system of voluntary /

confidential messages implemented in the Safety Management System.


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• Outspokenness of the Airline’s management

The airline management personnel is always open to dialogue and makes

decisions, including taking into account the opinion of subordinate competent

employees.

• Process approach in production activities.

Each employee’s awareness of his activities as part of production processes

aimed at a common goal for all - ensuring flight safety, aviation safety and quality.

Management tasks in the field of management¶

• Continually improve the management system based on the analysis of the

effectiveness of procedures and established indicators.

• To form and maintain an optimal organizational structure corresponding to the

goals and objectives of the Airline.

• Carry out the selection, placement and training of qualified management

personnel capable of solving the tasks facing the Airline.¶

• Monitor internal and external sources of information on operational and aviation

safety status.

• Encourage employees to initiate improvements in existing procedures and

management systems. Provide feedback on such complaints.

• Conduct regular analysis of improper functioning or undesirable results of

activities, making it accessible to employees.

• Organize follow-up corrective actions and assess their effectiveness in terms of

improving operational activities.

• Continuously improve the Management Policy.

• Introduce and maintain a process of continuous training, testing the knowledge

of managers and ordinary employees in the field of methodology, technology and

communications aimed at achieving the goals in the field of safety and quality

assurance.

• Create and maintain a system that provides a direct relationship between the

career and the compensation package of employees on the degree and effectiveness of

participation in improving the production and administrative processes related to safety

and quality assurance, the knowledge and skills necessary for this activity.

FLIGHT SAFETY MANAGEMENT POLICY AND OBJECTIVES

Airline Manager's Statement on Flight Safety¶

Flight safety is one of the main functions of our business. We are committed to

the development, implementation, continuous implementation and improvement of

strategies and methods to ensure that our aviation activities develop in a balanced

allocation of organization resources aimed at achieving the highest level of safety and

compliance with national and international standards in the provision of our services.

Management at all levels and all staff are responsible for achieving this high level of

flight safety, starting with the CEO. ¶

We undertake to:


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Promote a positive, fair (Just Culture) safety culture; ¶

Improve the safety management system by selecting and placing management

personnel in accordance with their knowledge and skills, optimizing the organizational

structure of the Airline; ¶

Manage safety by budgeting items of expenditures, allocating the necessary

resources, which will create a positive culture that encourages safe operations,

facilitates the effective presentation and exchange of safety information, and actively

manages safety, giving its results the same value, as the performance of other

management systems of the organization; ¶

Impose safety management in the first responsibility of all managers and

employees; ¶

To determine for all personnel (both for managers and ordinary employees) the

scope of their responsibilities and responsibilities in relation to ensuring the safety of

the organization and the effective functioning of our safety management system;

To improve hazard identification and risk management processes, including a

hazard reporting system, to eliminate or reduce the safety risk associated with the

consequences of hazards arising from our operations or activities to the lowest

practicable level; ¶

Ensure the functioning of the system of mandatory, voluntary and confidential

communications; ¶

Ensure that no action is taken against any employee who reports a safety problem

through a hazard reporting system, unless such a report reasonably indicates illegal

actions, negligence or deliberate or malicious violation of rules or procedures; ¶

Comply with legal and regulatory requirements and standards; ¶

Ensure the availability of sufficient qualified and trained human resources for the

implementation of safety management processes;

Provide the stage of mastering a new type of aircraft by leasing new or practically

new aircraft, selecting and training highly qualified personnel;

Ensure that all personnel are provided with adequate and adequate safety

information and appropriate training, that they are competent in the management of

safety and that only tasks commensurate with their qualifications are entrusted to them;

Identify and evaluate our safety performance in accordance with a comprehensive

safety performance indicator and safety targets; ¶

Continuously improve our safety performance through improved management

processes that ensure appropriate and effective safety measures are taken; ¶

Ensure that the quality of services provided by external suppliers to ensure our

production operations comply with the IOSA safety standards adopted by us.

AVIATION SECURITY POLICY¶

Aviation security policy is aimed at ensuring the safety, regularity and efficiency

of the Airline's activities through the implementation of measures provided by the

Aviation Security Program aimed at ensuring the safety of life and health of passengers,


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crew members and personnel of the Airline while performing their official duties,

preventing acts of unlawful interference in the activities of the Airline and attempts to

cause economic damage to it¶

Aviation security measures are carried out in accordance with the laws of the

Russian Federation, taking into account the standards and recommended practices of

ICAO.

The management of the Airline provides material support for aviation security

measures and their financing.

Management tasks in aviation security

• to require from the employees of the Airline and organizations providing

maintenance of the aircraft of the Airline at airports, strict compliance with the

established requirements for ensuring aviation safety¶

• conduct ongoing monitoring of compliance with established requirements,

analyze identified deviations from the Aviation Security Program, and develop

measures to eliminate potential hazards and negative trends¶

• to organize training for all categories of personnel in the field of aviation

security at civil aviation training centers, including the regional ICAO center.

The Airline staff is required to participate in the implementation of the adopted

Policy and in the work on the prevention of acts of unlawful interference. Each

employee within his competence must take the necessary measures to prevent the

hijacking and hijacking of aircraft, timely notify the officials of the Airline and the

Aviation Security Service of the Airline (airport) and the competent authorities

(territorial bodies of the FSB, the Ministry of Internal Affairs) of acts of unlawful

interference.¶

We take on the obligations:

To have a corporate security policy that establishes the Airline's commitment to

aviation security culture as a fundamental operational priority. This policy was put into

effect and brought to the attention of all employees of the Airline for:

• providing the resources necessary for the successful implementation of the

policy;

• compliance with the applicable requirements and standards of the Airline;

• promoting awareness of the importance of security issues and building a culture

of aviation security;

• setting security objectives and meeting the relevant standards;

• continuous improvement of the security management system;

• reviewing the policy periodically to ensure that it is up to date for the Airline.

QUALITY POLICY¶

Our vision:


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Nordavia Regional Airlines is a Russian interregional air carrier of the federal

level that meets national and international standards for flight safety, aviation safety and

quality, concentrating its business on regular and charter passenger air transportation as

well as transportation of mail and cargo.

We are trying:¶

• achieve planned safety and regularity indicators; ¶

• maintain the status of “IATA safe carrier” and enhance the image of the Airline.

• improve customer and partner satisfaction;

• expand the route network;

• improve financial and economic performance indicators, ¶

Our aspirations are realized by: ¶

compliance with the requirements of international, national, corporate standards

in the field of flight safety, aviation safety and quality; ¶

improve the safety management system, the quality of passenger, baggage, mail

and cargo service, production and administrative processes; ¶

awareness by each employee of the significance of his contribution to the safety

and quality of the services provided by the Airline;

system monitoring of the quality of services provided to passengers;

increasing the loyalty of our customers;

the use of reliable, modern, highly efficient aircraft technology and advanced

technologies;

providing all types of flights, in accordance with the legislative requirements and

the requirements of the Airline in the field of safety, security and quality; ¶

increasing the professionalism of employees, the level of informatization and the

automation of production and administrative processes; ¶

developing mutually beneficial relationships with suppliers and partners; ¶

application of innovative management methods; ¶

The management of the Airline is responsible for the implementation of the

Quality Policy and undertakes to: ¶

• to promote and implement the Policy, to provide the necessary resources and

conditions for its implementation; ¶

• periodically review the Policy in order to establish its compliance with the

objectives of the Airline and the continuous improvement of the Airline's quality

management system.

Генеральный директор С.А.

Савостин

«_____» ____________________


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0.4. System of making amendments and changes to the Manual

This Manual is developed in accordance with RK-156-001 "Quality Manual" and

DP-56-013 “Quality Management System Documentation Management”, is regularly

reviewed and supplemented by amendments when current and new international and

national legal acts in the field of civil aviation, as well as when operational processes

and organizational structure of the JSC "Nordavia" Ground Handling Management

Division are modified.

Responsibility for the compliance of the Manual with regulatory requirements is

assigned to First Deputy General Director for Operations.

The procedure for maintaining the Manual is defined in DP-156-007 “Procedure

for the Development of Flight Safety Documentation and its Management”.


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CHAPTER 1.

ORGANIZATION AND RESPONSIBILITY


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CONTENTS

1.1 Authorities, scope of activities and responsibilities of management of

Ground handling management Division in scope of ground operations

support………..……………………................................................................. 18

1.2 Ground Handling Management Division organization

structure…………………………………………………………………......... 19

1.3 Labor protection responsibilities in ground operations support……………… 20

1.4 Provision of resources….…………..………………………………………… 21


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1.1 Authorities, scope of activities and responsibilities of management of Ground

handling management Division in scope of ground operations support

JSC Nordavia performs passenger, cargo and mail transportation on domestic and

international flights through agents. Passenger, cargo and mail transportation ground

handling control is performed by the Ground Handling Management Division in

accordance with the Airline standards on a basis of Department Regulations (PP-204).

Head of Ground Handling Management Division is administratively accountable to

First Deputy General Director for Operations who has the authority and responsibility

for managing and controlling the functions and responsibilities in scope of ground

handling, for ensuring of performance of the operations in accordance with the current

Airline regulations and standards, has the authority to ensure the allocation of the

resources necessary for safety risk management during ground operations; is

accountable to the senior management in order to ensure operational safety and aviation

security in scope of ground handling.

Ground Handling management Division tasks:

Management of contract work in scope of passenger and their baggage

commercial service, as well as aircraft commercial service.

Carrying out activities to ensure regularity of departures together with the

Operations Control Center, control of compliance with the operation schedule of aircraft

preparing.

Carrying out activities necessary to ensure flight safety.

Development, implementation of Quality Management System by Ground

Handling Management Division and maintaining of it in accordance with the

requirements of the guideline documents.

Head of Ground Handling Management Division is responsible for:

Proper and timely performance of the tasks and functions assigned to the

department, stipulated by Ground Handling Management Division Department

Regulations (PP-204).

Adherence of official and commercial secrets.

Adherence of labor discipline by the department employees.

Adherence of the requirements of labor protection, occupational safety,

sanitary and fire protection regulations.

Ensuring the safety of premises, equipment and other property assigned to the

Ground Handling Management Division.


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1.2 GROUND HANDLING MANAGEMENT DIVISION ORGANIZATION

STRUCTURE

General Director

First Deputy General

Director for Operations

Head of Ground

Handling Management

Division

Ground Handling

Management Division

Ground Handling

Group

DCS Group Lead Complaint

Management

Specialists

Executive

Director


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1.3 Labor protection responsibilities in ground operations support The legal basis of the regulating in the field of labor protection between the

employer and employees is established by the Labor Code of the Russian Federation (Section 10), Federal Law On the Principles of Labor Protection in the Russian Federation”, the Collective Contract of JSC Nordavia, State standards, industry standards, the Airline standards, cross-industry labor protection regulations, labor protection instructions, I-159-001 Regulations on the Labor Protection Work Organization, employee’s job descriptions which set the rules, procedures and criteria aimed to protect the life and health of the employees when performing their duties.

Labor protection requirements are binding on both the employer and employees. The employer provides: - Safety of employees when performing technological processes, using of

buildings, facilities, equipment, as well as tools and raw materials used in the operations;

- Working conditions that meet the labor protection requirements at each workplace;

- Employees work and rest schedule in accordance with the legislation of the Russian Federation;

- Training in methods and techniques for performing labor protection and first aid dressing in case of industrial accidents, labor protection instruction, on-site probation and labor protection requirements and safe work methods and practices knowledge testing;

- Non-admission to work of persons who have not undergone labor protection training and instruction, probation and examination of labor protection knowledge in accordance with the established procedure;

- Management of the state of the working conditions at the workplaces oversight; - Performance of workplace certification with the subsequent certification of

labor protection in the organization; - Non-admission of employees to perform their duties without undergoing

mandatory medical examination (examinations), as well as in the case of medical contraindications;

- Mandatory social insurance of workers against industrial accidents and occupational diseases;

- Availability of a set of regulatory legal acts containing labor protection requirements in accordance with the specifics of the organization activities.

Employees are obliged to: - Follow the labor protection requirements established by the laws and other

regulatory acts, as well as with JSC Nordavia labor protection rules and instructions; - Undergo training in methods and techniques for performing labor protection,

first aid dressing in case of industrial accidents, labor protection instruction, on-site probation and labor protection requirements and safe work methods and practices knowledge testing;


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- Immediately notify direct or senior manager of any situation that threatens people life and health, about every accident that occurred at work, or about health deterioration, including signs of an acute occupational disease (poisoning).

1.4 PROVISION OF RESOURCES

1.4.1 Ground handling management provides with a physical infrastructure and work environment that fully meet the requirements and needs of the ground handling management system and operational requirements.

1.4.2 In order to ensure continuity of ground handling management delegation of duties is ensured in case of absence of any manager, including employee performing his duties, at the workplace.

1.4.3 In order to ensure information exchange during ground handling operations there is a reliable communication system between all the operational units.

1.4.4 Appointment of the employees in ground handling units to positions affecting the fight safety and aviation security shall be made solely on the basis of their education, professional training and operational experience corresponding to the position held.

1.4.5 When using an electronic system for managing and controlling documentation and records, regular backup of files containing the information that is directly used in the ground handling operations is provided (DP-264-001 System Administration. Creating Backup Copies of Industrial Databases).

1.4.6 During ground handling there is ensured availability of technical equipment, workspace, equipment of supporting services and work environment necessary to comply with the industrial and aviation safety requirements.


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CHAPTER 2.

ORGANIZATION OF COMMERCIAL AIRCRAFT HANDLING

ON APRON


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CONTENT

2.1. Introduction 25

2.2. The Airline aircraft commercial specifications 26

2.2.1. Standard weight data 27

2.3. Apron safety 28

2.3.1. Increased danger areas 28

2.3.2. Aircraft service area and equipment movement constraint line 30

2.3.3. Foreign object, litter (FOD) 31

2.3.4. Adverse weather conditions 33

2.4. Aircraft commercial service organization before departure 35

2.4.1. Features of loading baggage, cargo and mail 38

2.5. Transportation of shipments of particular importance 42

2.6. Execution of documentation, end of aircraft commercial service before

departure 42

2.7. Aircraft commercial service organization upon arrival 43

2.7.1. Actions upon arrival 45

2.7.2. Ground support equipment at the aircraft arrival 47

2.7.3. Aircraft doors (hatches) 48

2.8. Load control management system 53

2.8.1. Unit load devices 54

2.8.2. Assignment of duties and responsibilities 54

2.8.3. Loading chart 55

2.8.4 Aircraft weight and balance 56

2.9. Organization of aircraft ground handling operations on apron upon arrival /

departure 65

2.9.1. Instructions on safe operation of ground support equipment on apron 65

2.9.2.

Maneuvering and installation of auxiliary equipment at the aircraft service

area

76

2.9.3. Safety cones 73


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2.9.4. Aircraft chocking 75

2.9.5. Drinking water replenishment 76

2.9.6 Lavatory service 76

2.9.7. Aircraft fueling 79

2.9.8 Aircraft towing operations

2.10. Procedures for taking actions in case of accidents during performance of

ground handling operations 88

2.11. Hand signals 90

2.12. Aircraft pre-flight inspection 97


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2.1. INTRODUCTION

In this chapter are described procedures of aircraft ground handling including

safety on apron.

This part of the Manual is developed basing on the requirements of the ISAGO

and IOSA standards, IATA Ground Operations Manual (IGOM), Civil Aviation

Aircraft Weight and Balance Manual (RCZ-83), Weight and Balance Manual for

aircraft of foreign manufacture, IATA Airport Handling Manual, Manual for Ensuring

and Accounting of Aircraft Flight Regularity and aims to meet the requirements of

ensuring the flight safety, increasing the flight regularity, compliance with the passenger

service standards and ensuring maximum aircraft payload.

Aircraft ground handling procedure on apron includes set of processes, such as:

• Works on meeting the aircraft, ensuring aircraft parking, aircraft release to the

flight;

• Passenger embarkation / disembarkation, delivery;

• Commercial load loading/unloading (baggage, mail, cargo including dangerous

goods);

• On board resources loading/unloading;

• Aircraft fueling, filling with oil, gases, special fluids;

• Aircraft De-/Anti-icing;

• Ensuring aviation security measures;

The regulatory base for flight ground handling support developed in the Airline

along with this Chapter of the Manual includes:

• Aircraft Ground Handling Control Manual (RONO I-125-007);

• Flight Safety Management Manual (I-248-001);

• Service for Passengers of JSC “Nordavia” Standard (STO-204-001);

• Service for Passengers Requiring Special Attention Standard (STO-204-002);

The documentation listed is posted on the Airline website:


The link to the server for downloading the Manual (all its parts) is distributed to

the handling agents by e-mail. In order to control the receipt of a copy of the Manual by

agents performing ground handling of the Airline's aircraft, the distribution of a new

electronic version of this Manual is performed taking into account the sending "with

notification". A handling agent, in the absence of its own current Manual, when

performing ground handling operations of the aircraft that meets the requirements of the

Airline, uses the Airline Manual.

In all airports of operations aircraft ground handling and ground handling control

functions are transferred to subcontractors (external service providers, agents,

authorized organizations) in accordance with the executed contracts

At the base airports the coordination and control of aircraft ground handling

services provided by the subcontractors/agents is assigned to the Ground Handling



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Management Division. At another airports control ensuring is regulated by the terms of

the executed agreement.

Aircraft ground handling is performed under the strict control of the employee

responsible for the organization of the aircraft ground handling on the apron, having the

appropriate training and qualification to perform oversight upon aircraft ground

handling.

Personnel (including external service providers ground handling personnel)

allowed to perform independently work related to flight ground support only after

undergoing special training, as indicated in Chapter 9 of this Manual.

Attention: It is strictly forbidden to perform work/operations/procedures to

which the employee is not admitted in the prescribed manner and/or use

unserviceable equipment.

2.2. JSC Nordavia aircraft commercial specifications are set in Annex 5

2.2.1. Standard weight data

Weight of passengers accepted for transportation on passenger aircraft:

The mass of an adult passenger, with the exception of personal belongings with

him (cabin baggage), is 75 kg in the summer season.

The mass of an adult passenger, with the exception of personal belongings with

him (cabin baggage), is 80 kg in the winter season.

The mass of the child from 2 to 12 years is 30 kg.

The mass of the child before 2 years is 15 kg.

The mass of crew members is defined in the AHM 560/565.

2.3 Apron Safety

General information:

Compliance with the rules and procedures of the labor protection and

occupational safety on the apron, compliance with the rules of operation of the ground

support equipment involved in the aircraft ground handling operations, enables to

ensure safe aircraft handling, prevent aircraft damage and cause injury to personnel. The

minimum scope of safety rules and procedures provided in this chapter shall be strictly

followed by all the personnel involved in the provision of services on the apron.

Aircraft damaging can compromise the safety of passengers, personnel and the

aircraft. Any deviation from the stipulated requirements can adversely affect the safety

of operations performed. Even a small scratch or dent in the aircraft surface can cause a

major accident and/or serious incident.

If you see or caused damage to the aircraft you shall IMMEDIATELY report in to

the person responsible for the organizing of the aircraft ground handling on apron

(supervisor), an Airline representative or PIC.


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On the aircraft parking is strictly prohibited to:

1) store fuel outside the standard fuel reservoirs, lubricating materials and empty

containers;

2) wash and clean by kerosene, gasoline and other flammable liquids covers,

dressin gowns and clothes;

3) store in the aircraft parking area foreign objects, especially oiled rags, covers,

special clothing;

4) apply fire hazardous equipment;

5) use open fire and kerosene lanterns when handling the aircraft;

6) allow equipment without fire extinguishing means.

To all personnel engaged in the ground handling in the immediate proximity to

the aircraft shall be acknowledged with the operational safety ensuring measures by

performing briefing and familiarization with the relevant labor protection technologies

and instructions. All personnel is required to wear the necessary or individual protective

equipment, such as fluorescent / reflective identification vests, hearing protection,

gloves, special protective footwear, safety goggles, etc.

2.3.1 Increased Danger Areas

There is a particular risk of injury or damage from the engine air intake or from

the jet blast of the aero engine. The risk increases more if, for any reason, the aircraft

stops and then applies the additional thrust necessary to “move ahead” and continue

maneuver. Vehicles and personnel shall remain outside the increased danger aircraft

area when the aircraft engines are running and/or while the oscillating beacon is on.

а) In order to avoid accidents and incidents resulting from the aircraft engine

exposure the presence of personnel and equipment in the following critical zones at the

moment and during the aircraft departure and arrival shall be excluded:

1. Engine air intake area.

2. Engine jet blast exit area.

3. Propeller rotation area (where applicable).

Note: these areas are different for each aircraft type depending on engine running

idle or with increasing thrust.

DANGEROUS!: ground personnel and/or equipment shall be located out of

engine airscoop or jet blast exit areas.

Engine air intake area

(a) This area shall be clear:

1. on arrival, until engines are turned off and rotating.

2. on departure od prior to towing.

3. all the time while the engines are running.

(b) It is forbidden to pass through the jet blast area during engines are running.


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Airscoop: SAFETY RADIUS 3-7,5 m,

Engine jet blast at idle, at the beginning of the movement and taxiing – two

lengths of aircraft

2.3.2. Aircraft service area and equipment movement constraint line.

Aircraft service area (ERA) is defined as the area of the apron on which the

aircraft is parked during ground operations.

It may be indicated by a line or marked in another way. If there is no marking

then safe distances are established by the local regulations. The illustration below shows

an example of markings used in some places.

Aircraft service area (ERA) shall be free from obstacles and foreign objects, litter

(FOD) befor and during the aircraft arrival and departure.


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2.3.3. FOD–foreign object, litter.

Foreign object or litter (FOD) is a generic term that applies to all non-fixed items

that pose a threat to the aircraft safety and integrity and which therefore shall not be

located in places where they will be dangerous.

Each employee is responsible for minimizing the risk of damage of aircraft by

FOD. All the FODs shall be removed and properly disposed as soon as they are

detected.

Often, the presence of FOD is due to the negligence of personnel performing

operational functions in the controlled area and the lack of understanding or due to the

FOD getting into the airport zone during stiff wind.

Examples of FOD:

Plastic and paper, bags/covers, rags;

Metal: screw nuts and male screws, empty cans of oil and liquids, tools and

equipment;

Natural objects: stones, pebble and wood chips.

Other litter: broken off pieces of baggage: handles and wheels, etc.

Caution: Foreign object and litter may get into aircraft engine and cause damage

leading to the engine failure. This is very dangerous if a failure occurs in flight,

especially during takeoff.

Check for the presence of FOD


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The following actions shall be performed prior to and aircraft movement or

handling operation:

(a) Equipment installation area and aircraft parking check in close proximity to

the service area.

(b) Perform ground equipment inspection (including space inside cabins).

(c) make sure that everything transporting on vehicles is secured.

(d) prior to aircraft arrival follow to the aircraft parking, remove all the detected

FODs.

(е) Collect and dispose all the FODs in the dedicated trash containers where it is

applicable. The most common negative factor in the effectiveness of the FOD removal is

the lack of a sufficient number of disposal containers that are conveniently located and

labeled. Trash containers, if possible, shall be placed at the each position where ground

handling operations are performed. This container shall be fitted with a cover to

prevent blowing FOD by wind. The size of the container shall be relatively small so that

not to use the container for bulk waste. The container shall be of a bright color (orange,

yellow) with a large label and/or inscription “FOD”.

2.3.4. Adverse Weather Conditions

Conditions of the adverse or wretched weather can have a negative impact to the

aircraft ground handling and safety on ground.

2.3.4.1. Slippery apron or winter conditions.

Winter weather brings additional hazards that require awareness and greater

caution from the personnel performing works on apron to prevent accidents. To reduce

the risk of accidents the following precautions shall be taken:

(a) Schedule additional time for all the works on the apron and take extra caution

during movement along apron, the surface of which may be slippery.


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(b) Be careful when moving, especially when approaching the aircraft. Remember

that vehicles require more distance to stop safely.

(c) Operators of vehicles for refilling drinking water and lavatory service shall be

vigilant and make sure that there are no break or leakage that can later freeze. It is

necessary to keep care to reduce possibility of splashing and overflow to a minimum.

(d) Close entry doors and baggage compartment as soon as possible and keep

them closed in order to prevent insertion of the precipitation of snow into the aircraft.

(e) Reduce speed in conditions of slippery apron, correct all apron activities and

operations in accordance with the weather conditions.

2.3.4.2. Thunderstorms

Refer to the airport manual. The following steps represent the minimum standard.

Danger: During thunderstorm or in the event of a thunderstorm notification, do

not wear the headphones connected to the aircraft.

In case of lightning:

(a) Do not use wired headphones to communicate with the crew. If necessary,

exchange information using hand signals.

(b) Do not stand in open areas, under the aircraft loading bridge or near any gears.

(c) Stop all the ground handling operations.

Fueling

In the event of a thunderstorm all fueling operations shall be immediately

stopped.

2.3.4.3. Stiff wind

Stiff wind can cause severe damage, so the following minimum measures shall be

taken:

(a) Ensure the aircraft safety by installing the additional wheel chocks and

removing all equipment located near the aircraft.

(b) Be especially careful and attentive when opening or closing doors to the cabin

compartments.

(c) Make sure that all the parked ground support equipment is set to the parking

brake.

(d) Apply the parking brake and, if necessary, additional protective means on all

non-mechanized equipment on the apron (i.e. baggage carts and trolleys for the ULDs).

Personnel actions in an event of stiff wind

If the forecast expects a stiff wind and/or gusts of wind exceeding 25 knots, the

following measures shall be taken as indicated in the table:

Personnel actions in stiff wind conditions

48 to 72

km/h (30

to 45 mph)

72 to 111

km/h (45

to 70 mph)

Above 111

km/h

( 70 mph)

Secure baggage/cargo carts, maintenance ladders/steps x x x


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Personnel actions in stiff wind conditions

48 to 72

km/h (30

to 45 mph)

72 to 111

km/h (45

to 70 mph)

Above 111

km/h

( 70 mph)

and place them near the building

Make sure all the ground equipment is set to the parking

brake.

x x x

Make sure that empty ULDs are secured and all

doors/hatches are closed.

x x x

Remove all the foreign objects and remove all ULDs

from the stands.

x x x

Throw out all litter from all trash containers and put these

containers if they are not secured.

x x x

Stop working with air conditioning hoses and put them in

a safe place. Remove all signal cones.

x x x

Make sure that in an event of stiff wind are put wheel

chocks under the aircraft wheels.

x x x

Do not lift the lifting platforms for servicing the cabin /

catering delivery and passenger steps not equipped with

stabilizers.

x x x

Close cargo / passenger doors. x x

Close all aircraft operational panels. x x

Do not rise the beam of special vehicles for icing

removal.

x x

Remove all ground handling equipment from the aircraft

and secure them outside the equipment movement

restricted area away from the aircraft.

x x

Secure boarding bridge and install it so that as little as

possible of its surface falls under the wind.

x x

Remove and lower the boarding bridge. Install it so that it

is directed downwind.

x

2.4. Aircraft commercial service organization before departure

When organizing aircraft commercial service on apron at the base airport, the

following actions are performed to prepare the aircraft for departure:

Flight Operations Center dispatcher defines flight status, departure time and the

aircraft number;

Operation and Dispatch Service dispatcher informs number of the aircraft

parking;

Employee of the service provider receives from the person responsible for the

aircraft weight and balance (crew, service provider weight and balance controller)

preliminary chart of load distribution in the aircraft cargo and baggage compartments

and arrives to the place of the operational aircraft parking (at the base airport);

The employee of the service provider ensures availability of the equipment

necessary for the aircraft maintenance on the operational parking, as well as of the

mechanic means for the further commercial service. Mechanic means are determined by


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the aircraft type. Aircraft parking shall be equipped with the fire extinguishing

equipment.

Upon crew arrival on board the aircraft service employee mandatory reports to

JSC Nordavia PIC and fulfill his requirements for the organization of the aircraft

commercial service.

Service provider employee controls the process of preparing aircraft to

departure, takes the necessary measures to perform flight on a schedule in accordance

with the aircraft preparation operational schedules.

Aircraft fueling with passengers on board the aircraft departing “from the base”

is not performed.

Service provider employee on the basis of special conditions determines the

necessary mechanic means for loading baggage, cargo and mail.

Service provider employee manages the placement of the payload in the

aircraft baggage/cargo compartments in accordance with the loading chart provided by

the person responsible for aircraft weight and balance.

Service provider employee when removing (adding) the payload organizes

aircraft loading and unloading operations.

Service provider employee coordinates with the weight and balance controller

any changes in aircraft loading chart providing with the actual loading chart for

familiarization and sign, approving that the final loading chart conforms with the weight

and balance data.

Service provider employee ensures the actual placement of loading in

accordance with the weight and balance data and control of baggage, cargo and mail

securing.

The employee responsible for the aircraft departure preparation performs aircraft

interior and adjacent apron areas inspection procedure prior to beginning of the aircraft

movement which allows to ensure that:

- Apron surface state allows to perform aircraft movement operations;

- Apron if free from pollution and items that may be dangerous for aircraft

movement and cause aircraft damage;

- Aircraft movement path is free of objects and obstacles;

- - the personnel not involved in the aircraft departure is located outside the

aircraft service area (ERA);

- - the necessary GSE is available and located outside the equipment restriction

zone;

- the docking guidance system is operational or, if applicable, the docking

management personnel (marshals) are in the workplace;

- if necessary, wing walkers and / or other appropriate personnel are present; ¶

- Power cables and loading ramp are retracted from the aircraft (upon

departure);


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- Equipment and vehicles are retracted from the aircraft path of motion to the

secure distance;

- GSE, special equipment and landing equipment are disconnected from the

aircraft;

- There is a safe distance between the aircraft and operational facilities or

stationary obstacles along the entire path of the aircraft movement;

- Wheel chocks are removed from under all the wheels of the aircraft (upon

departure);

- doors, hatches closed, handles removed.

After closing of the passenger doors and cargo hatches performs a final aircraft

inspection for the absence of cover plugs on the pitot probe and static system, angle-of-

attack (AOA) transmitter, chassis protecting devices (pins, screw clamps), engine air

inlet cover plugs. Before towing the aircraft visually verify that the towing route is free,

doors, hatches, thrust reverser buckets are closed and the handles are on the level with

the fuselage; there are no vertically hanging down elements on the engine fan cowls

when the locks are in the closed position. Performs aircraft towing to the engines

ignition point as the head of the towing crew. Performs control (oversight) of the

engines ignition. If it is necessary to perform aircraft De-/Anti-icing, interacts with the

crew and ground services regarding the aircraft deicing with De-/Anti-icing fluid,

controls the performance of the entire aircraft deicing, and also performs aircraft

inspection for the absence of De-/Anti-icing fluid residues after aircraft De-/Anti-icing

procedure on angle-of-attack transmitters, statics and dynamics, aircraft engines and

elements. Gives the PIC the prearranged signal allowing the aircraft move (the “All

clear!” signal).

Procedures of aircraft inspection immediately before departure for the purposes of

recognition, documentation and, is necessary, compilation of an aircraft external

damage report are performed by the person responsible for the aircraft departure. To

increase the possibility of determination of all aircraft ground damage such an

inspection takes place after the majority of ground handling activities have been

completed and immediately prior to the beginning of the aircraft movement for

departure. External damage that can potentially jeopardize aircraft airworthiness,

detection of fluid leaks and other malfunctions are immediately reported to the PIC,

relevant qualified maintenance personnel for evaluation and taking actions, if necessary.

An agent performing aircraft commercial servicing on apron shall have the

auxiliary ground equipment maintenance program ensuring its operability and proper

technical condition, as well as the process that establishes the process for maintenance

of ground support equipment accounting. The program provides that all ground support

equipment undergo scheduled periodic maintenance checks and are maintained in a

good technical condition in accordance with the instructions and/or manuals provided

by ground support equipment manufacturers and in accordance with the “Manual for the


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Organization of Operation and Maintenance of Special Vehicles of Airports of the

Russian Federation” (ROROS-95).

When the part of the payload is not fitting, the aircraft loading is performed

taking into account the dispatch priority:

Dispatch priority for booked cargo with limited ability of shipping:

1. Spare parts for the Airline idle aircraft.

2. Vaccines and serums, as well as medicine intended to combat the

epidemiological diseases of people, animals, etc.

3. Mortal remains.

4. Courier and express shipments issued on CBV forms.

5. Transfer cargoes following the procedure of internal customs transit (if it is

impossible to send by the next flight).

6. Express cargoes issued on EXWB forms.

7. Perishables (among perishables priority is given to goods with a shorter shelf

life).

8. Special cargo:

- wild and domestic animals, bees, experimental animals etc.;

- dangerous goods of all transport categories (among dangerous goods isotopes

have priority in shipment);

- valuable cargo;

9. Limited mail.

10. Previously booked goods and returned from the aircraft of the previous flight

for any reason.

11. International transfer cargo.

Passengers with confirmed bookings and standard baggage have an advantage

over sending all types of cargo, with the exception of spare parts for idle aircraft.

To change the specified priorities has the right:

- Person responsible for aircraft loading;

- the sender within the scope of the goods booked by him as agreed with the

person responsible for aircraft loading.

In case of involuntary reduction of the flight load, the payload is removed from

the aircraft with the making amendments in the transportation documentation in the

reverse order specified in the list.

2.4.1. Features of loading baggage, cargo and mail

Depending on the type of the aircraft used fir the carriage of commercial

payloads, the following ways of transporting baggage, cargo and mail are distinguished:

- carriage using packaging facilities (in containers or on pallets);

- bulk carriage, , without use of means of packaging;

- mixed - one part in bulk, and the other by means of packaging.


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Baggage, cargo and mail are loaded by method of calculation of the places by the

loaders crew that ensures that commercial payload loading into the baggage/cargo

compartments of the aircraft in the presence of the cabin crew member responsible for

preparing the aircraft for departure who controls the integrity of the package, the

number of places and tags (at the base airport).

The quantity of actually loaded baggage, cargo and mail shall correspond to the

data entered in the documents.

When filling the next baggage/cargo compartment, the hatch of the first

compartment shall be closed and be under the control of service provider employee.

Simultaneous loading of baggage, cargo, mail into different baggage/cargo

compartments, or simultaneous loading into the aircraft cabin and baggage/cargo

compartments is prohibited, since this eliminates the possibility of monitoring

compliance with technological standards.

It is prohibited to load baggage, cargo and mail at the base airport in the absence

of the person responsible for the organization of aircraft commercial service on apron

and the Airline representative. In cases of necessity, Airline representative together with

the agent arrange the identification of baggage by passengers.

In cases when a passenger is removed from a flight, his baggage shall be

mandatory unloaded.

Responsibility for the transportation of baggage, cargo and mail is assigned:

- for bulk baggage transportations – for compliance with the information in

documents (hold baggage, cargo and mail manifests) of actually loaded places, package

integrity, presence of tags, labels and markings – to cabin attendants.

- with the use of ULDs - for the contents of containers and its compliance

specified in the shipping documents, the presence of seals, labels and tags on containers

(pallets) to the head of service provider loaders crew (at the base airport).

- control over the placement and securing of the commercial payload in the

aircraft baggage/cargo compartments, the number of loaded containers (pallets) - to

transport management service agent.

At the airports of the Russian Federation, where there are separate Airline units:

- for the contents of containers (pallets) and payload loaded in bulk, its

compliance with the information in documents, the presence of seals, labels and tags,

placing and securing in the aircraft baggage/cargo compartments, correct execution of

shipping documents, including the loading chart – to the Airline representative and

cabin attendant (or service provider representative).

- for the presence and condition of seals, labels and tags on containers, bulk

loading , as well as the security and transfer of documents for a commercial payload - to

cabin attendants.

At the foreign airports and airports of the Russian Federation where there are no

Airline representative:


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- for the contents of containers (pallets) and payload loaded in bulk, its

compliance with the information in documents, the presence of seals, labels and tags,

integrity of packaging during loading, execution of “LOADING INSTRUCTION” in

accordance with weight and balance chart provided by the flight crew member – to

cabin attendant. Control over containers (pallets) securing and closing the hatches is

assigned to the flight crew.

Loading baggage, mail and cargo at the destination (intermediate) airport:

- loading of commercial payload at the destination (intermediate) airport is

carried out under the direct control of the Airline representative and the cabin attendant.

- after loading baggage, cargo and mail, the Airline representative passes to the

flight attendant responsible for loading baggage and cargo manifests, air waybills and

the aircraft loading chart.

• Before loading into the aircraft, ULD shall be in serviceable, have container tags

filled and cleaned of dirt, snow and water.

• ULDs with baggage, cargo and mail, equipment loaded shall be placed in

accordance with the aircraft loading chart.

• Nominal pressure on the floor and the maximum load of individual

baggage/cargo compartments of the aircraft shall not be exceeded.

• Bulk cargo shall be distributed in the baggage/cargo compartments or its parts

evenly so that the common center of gravity is in the middle of the compartment.

• Oversized cargo shall fit into the dimensions of the cargo compartments, taking

into account the necessary clearances between the cargo and the elements of the cargo

compartments.

• The cargo shall be loaded first, then mail and last the baggage sorted by

destination.

• Crew member’s baggage labelled “Crew bag” is placed separately from the rest

of the baggage at certain positions of cargo compartments depending on the aircraft

type.

• During commercial payload it is prohibited to use non-standard, deformed and

damaged containers. It is prohibited to use ULDs that do not have an international

quality certificates on leasing BOEING type aircraft.

• Valuable cargo in a sealed container is placed in accordance with the weight and

balance data. Valuable cargo in small packages and diplomatic mail up to 10 kg are

placed by the purser in the aircraft cabin, with indicating in the “Aircraft loading chart”

the location and the purser surname

• When transporting baggage, cargo and mail, not packaged in containers, on

aircraft with container type of transportation, are loaded in BULK.

The control of the number of seats, the availability of tags and the proper packing

of the loaded baggage, cargo and mail in BULK / lobbies of the lower deck is carried

out by a designated cabin attendant.


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The flight attendant (appointed crew member) also controls the procedures for

handling, placing and securing dangerous goods during ground handling, so that:

1) not to allow damage to packaging and containers during loading and unloading

operations;

2) to provide separation of cargo on board the aircraft in order to prevent

interaction in the event of leaks;

3) to ensure cargo placing on board the aircraft in such a way to make the

marking of dangerous goods visible;

4) not to allow spontaneous movement or repositioning of the cargo on board the

aircraft.

• Transportation of weapons passed by passengers for a temporary storage for the

period of flight on board the aircraft is performed in accordance with it. 8. Ch. 2 Manual

for Aircraft Baggage Transportation (CAM-85).

The authorized person in the prescribed manner delivers weapons to the aircraft.

Weapons acceptance, transfer and loading is performed before loading the baggage

holds.

The authorized person in the presence of the cabin crew member (cabin attendant)

places the weapon packaged in the metal box. If there are many weapons (more than 5

units), the authorized person shall make an internal list of contents and put it into the

metal box.

The control of presence of metal boxes on board the aircraft, their placement and

inspection for serviceability is performed by engineering and technical staff when

preparing the aircraft for departure and when performing scheduled aircraft maintenance

check (For Airport Arkhangelsk). For transportation of weapons, its components,

munitions and special means on board the aircraft there is placed lockable metal box

sized 1100x500x300 mm with a wall thickness not less than 1,2 mm painted in red.

Metal boxes for transportation of weapons are placed on the aircraft in the following

places:

Boeing 737-700 – in BULK (secured stationary)

Boeing 737-800 – in BULK (secured stationary).

2.5. Transportation of shipments of particular importance, secret documents,

products made of gemstones, shipments of service “Special Communications of

Ministry of the Russian Federation for Communications and Information Technology”

Transportation of shipments to the aircraft is carried out in accordance with the

rules of transportation of unregistered baggage.

Boarding of the special communications service officers carrying the shipments is

performed before the beginning of the general passenger boarding.

Special communication service officers carrying shipments in coordination with

the PIC are allowed to:

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- Parking on board the aircraft during its parking and in the intermediate airports

near the aircraft to exchange shipments;

- To place shipments on the passenger seats (weighting not more than 80 kg on

each seat) nearby the staff member accompanying it or in a place convenient to observe

them.

The guarantee of absence in the shipments of dangerous items and substances

prohibited for transportation on board the aircraft is confirmed by a written declaration.

When transporting shipments in the aircraft baggage compartment, special

communication service officers deliver the shipments to the airport facility to perform

weighting and pre-flight handling. Transportation of shipments on board the aircraft can

be carried out both with or without a special communication service staff officer.

Before loading the shipment to the aircraft baggage compartment special

communication service staff officers inspect the baggage compartment and are present

during loading until the baggage compartment is closed.

2.6. Execution of documentation, end of aircraft commercial service before

departure

Service provider agent:

When operating with the use of ULDs to confirm the fact of the aircraft loading

operations performed in the presented shipping documents notes the fact of loading

ULDs with baggage, cargo and mail (for bulk loading and signing is responsible cabin

attendant).

PIC:

After checking the commercial payload signs copies of the LOADSHEET for the

departure airport, that are taken to the flight.

Cabin attendant responsible for the commercial payload:

Fixes the fact of violation of packaging, integrity of baggage, cargo and mail in

the apron act provided and completes the provided certificate of return of cargo (mail)

indicating the reason for decline of loading on board the aircraft.

The Airline representative (in case of his absence – PIC):

Confirms that the services provided by the airport are fulfilled in the Act of Form

C (or list of record of works);

Aircraft commercial service ends after cleaning the pads in order to start the

aircraft movement for departure.

2.7 AIRCRAFT COMMERCIAL SERVICE ORGANIZATION UPON

ARRIVAL

Before aircraft parking to the aircraft stand the Airline Operations Control Center

employee, Operation and Dispatch Service (service provider), using the media

determine the flight status, arrival time, aircraft number, parking number. The Airline

representative (airport agent) arrives to the aircraft stand, confirms the availability of the


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necessary aerodrome equipment for the aircraft maintenance, as well as the mechanic

means for the subsequent commercial service. Mechanic means are determined by the

aircraft type, compliance with the LDM, SPM, MVT telegrams, the daily plan of

arrival. Aircraft stand shall be prepared for the aircraft acceptance and equipped with

the fire extinguishing equipment.

The example of the LDM telegram on flight load:

LDM

AUL9215/23.VPBRE.C0.Y130.2/4

-AYT.89/23/2.T1033.PAX/112.PAD/209.C0.M0,

where:

- AUL – Airline code, flight number/date, aircraft number, economy class

passengers number, crew members (flight crew/cabin crew);

-AYT.102/10/3 – Destination point. Passengers – adults/children/infants;

T1300 – total flight load;

РАХ – passengers by classes;

РАD – cabin baggage.

Example of the MVT telegram about aircraft route:

MVT

AUL9231/02.VPBRE.ARH

AD0940/0951 EA1300 SIP

PX122

where:

- AUL – Airline code, flight number/date, aircraft number.

- ARH – Airport of arrival; (аэропорт прибытия) ????

- AD0940/0951 – actual departure / takeoff time;

- ЕА1300 – estimated time of the aircraft landing/destination point;

- SIP – destination airport;

- РХ – total passenger number on board the aircraft.

To ensure the aircraft security before parking for night of long-term parking, the

following procedures are established:

- the technician performs aircraft inspection prior to the parking in order to make

sure that there are no people on board;

- The aircraft is parked only in protected areas within the airport operational area;

- The aircraft is parked under conditions ensuring maximum security and

protection;

- Aircraft doors shall be closed and all the ladders removed for the period of

parking.


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Information codes for the processing of commercial payload / volume used in

shipment documents and telegrams.

Code Description

B BAGGAGE (baggage not specified otherwise)

BT BAGGAGE TRANSFER (transfer baggage)

C CARGO (cargo)

D CREW BAGGAGE/SERVICE CONTAINER (crew baggage)

E EQUIPMENT/SPARES (equipment in compartments, for example, spare parts

not included in the manifest)

F FIRST CLASS BAGGAGE (baggage of the first class and / or priority of

service baggage)

M MAIL (mail)

N NO CONTETAINER (lack of ULD at this location)

P PALLET (pallet)

U UNSERVICEABLE CONTAINER/PALLET (not serviceable ULD )

X EMPTY CONTAINER OR EMPTY PALLET (empty ULD)

ULDs Volume Codes:

Code ULD occupation density

0 FULLY LOADED (no free volume)

1 ¼ AVAILIABLE (quarter a volume is available)

2 ½ AVAILIABLE (half a volume available)

3 ¾ AVAILIABLE (three quarters a volume available)

2.7.1. Actions prior to the arrival

(a) Check aircraft parking for the absence of foreign objects, litter (FOD).

(b) Make sure that the aircraft parking surface if cleared from snow, ice, etc. and

is suitable for the safe aircraft movement.

(c) Make sure that all the necessary ground support equipment is ready and

serviceable and placed away from the aircraft path outside the service area (ERA).

(d) Make sure that aircraft path and parking are free from objects and obstacles

that or by which the aircraft can cause damage by a jet blast.


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(e) Make sure that the aircraft docking guidance system is serviceable or there is

meeting personnel.

(f) Make sure that additional personnel (such as towing crew) is present (if

necessary).

Danger: All the personnel not responsible for the aircraft parking shall parking

away from the arriving aircraft and not approach the aircraft until:

- engines would not be cut off and finish runout;

- light flashers are on;

- pads are not installed;

- person responsible for the aircraft arrival would not allow to approach the

aircraft, is applicable.

2.7.1.1. Standard arrival procedure

Aircraft arrival to the gate or parking

For a standard arrival procedure at a stand without an automated guide-in system

or at an open ramp:

(a) As aircraft approaches the stand area, the marshaller points to the guide-in line on

the ramp to be followed by the aircraft by standing at the top of the guide-in line and

giving the “IDENTIFY STAND” signal.

1. Wing walker, if required, will be located approximately 1 meter (3 feet) outside

the wing outline. Wing walker shall maintain visual contact with the marshal until the

aircraft completely stops.

2. While the aircraft is taxiing along the guide line marshal gives the “MOVE

FORWARD” signal.

3. Nose wheel shall follow the lead-in line all the way to the appropriate point of

stop. Use the signals “TURN LEFT” and “TURN RIGHT” to adjust the aircraft path as

required.

4. If during taxiing marshaller is not sure or detects a danger he gives “STOP”

signal.

5. If during taxiing wing walkers are not sure or detect danger they signal

“STOP” signal to marshal.

6. When the aircraft is approaching parking use “SLOW DOWN” signal, if

necessary. When the nose wheel reaches the stopping point, slowly cross the wands to

indicate “STOP” signal.

7. As soon as the aircraft has completely stopped and all the pad installation

conditions are met, the aircraft can be blocked.

8. Connect ground power unit (GPU) and air conditioning pack (if necessary).

(b) For the standard aircraft arrival to the parking with an automated guiding

system procedure:

1. The agent responsible for the arrival (“marshal”) shall verify whether the

correct aircraft has been selected for arrival and the equipment is ready for operation.


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2. The agent responsible for the emergency stop buttons shall be in place and

have the information about the arriving aircraft and shall be ready to stop the aircraft if

necessary.

3. If the emergency stop is activated, the aircraft docking guidance system can be

reactivated only after checking that there are no risks left by the ground personnel

managing the guidance system.

4. Wing walker, if required, will be located approximately 1 meter (3 feet) outside

the wing outline. Wing walker shall maintain visual contact with the marshal until the

aircraft completely stops.

2.7.1.2. Actions upon arrival to the parking

а) After the aircraft stop:

1. Install the wheel chocks under the wheels of the nose landing gear (if

necessary).

2. Install and connect ground power unit (GPU), if necessary, prior to the engines

cutoff.

(б) After the engines are cut off, finished runout and light flashers are off:

1. Install the wheel chocks under the wheels of the main landing gears and report

the information to the aircraft crew visually or via communication system.

2. Make sure in absence of damage of the doors before installing the airstairs.

3. Install security cones.

4. Perform inspection of the following aircraft parts:

(i) all the cargo hatches;

(ii) all the hatches of service and access points;

(iii) on the aircraft fuselage;

(iv) engine cowls;

(v) aircraft passenger door.

5. Give the signal to special vehicles to approach the aircraft.

6. Remove the wheel chocks from the nose landing gear (if necessary).

Note: If any damage detected immediately report it to the manager and do not let

to approach ANY SPECIAL VEHICLES to the aircraft area where the damage was

identified.

Attention: If the aircraft arrives with the light flashers defect do not approach the

aircraft until the connection with the aircraft crew is established through the earphone.

2.7.2. Ground support equipment upon aircraft arrival

Ground power unit (GPU)

(a) GPU preliminary installation in aircraft service area is allowed is if the

parking position is secure;

(b) Place GPU right from the aircraft nose, parallel to the fuselage center line, the

tracker shall be directed away from the aircraft, as shown on the picture below;


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(c) GPU towing device shall be in a parking brake position.

Air Cooling / Heating / Conditioning

(PCA)

Danger: Before supplying air using an external source, make sure that at

least one cabin door is open and remains open during unit operation in

accordance with the Airline operational procedure.

Make sure that air supply unit is not near the aircraft. Make sure that engine

exhaust dust of the unit is directed away from the aircraft. Heat from the exhaust gases

can lead to the aircraft structure damage.

Note: Ensure there is no hose clogging.

2.7.3. Aircraft doors (hatches)

General Safety Requirements

Do not open / close ANY of aircraft doors if you have not undergone special

training and are not authorized to do it.

Ask technical staff for the help if any difficulties arise during normal operation of

the door.

Warning:

Do not use or leave doors open with winds exceeding the limits specified by the

manufacturer.

2.7.3.1. Cabin doors

Danger: Cabin doors shall be in the open position if there are appropriate

boarding devices located near the door. Cabin doors cannot be opened without a

restraint device placed in the door as there is a risk of falling. Sliding device (emergency

escape slide) deployment can be fatal. If the door begins to open with the installed slide

deployment device, do not try to hold the door as you risk being seriously injured or

killed.

Ground support equipment or boarding equipment (ramp) shall:

- be placed on a position near the aircraft cabin door prior to door opening;

- Stay at the position near the aircraft cabin door all the time when the door is

open, until a fall prevention device is installed across the open door;

- be drove back from the aircraft cabin door immediately after closing the door by

a person having appropriate authorization.


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If the aircraft cabin door is opened without a restraint device placed into the door

(safety harness), you shall immediately notify supervisor or the Airline representative.

(a) Do not try to close the cabin door if you are not trained.

(b) Stay near the cabin door until the competent personnel arrives to close it.

Opening the door from the inside by the crew

Ground personnel shall:

(a) Knock the door outside twice to notify that the passenger disembarkation

device is appropriately placed near the door to be opened and that the door opening area

is free from obstructions.

(b) Get away from the door and wait for the cabin attendants to open it.

(c) (if applicable) Assist cabin crew with installing the door to a fully open state

and with installing a lock, if necessary.

Opening the door by an authorized and trained ground personnel:

- Check whether the door is removed from the stops (is in the “disarmed”

position);

- Check whether all the indicators show that door opening is safe;

- If there are no signs from the cockpit that the door has been removed from the

locks, knock the door twice and repeat the pervious step;

- If there is still no indication in the cockpit that the door has been removed from

the locks, communicate the PIC through the open cockpit window or by using the

intercom system;

- Do not open the door if there is no crew on board and the red/orange streamer is

visible through the door windows. Instead request specialists for assistance;

- As soon as you make sure that the door is removed from the locks, open the

door slowly and carefully in accordance with the labels on the door and with the

characteristics of the aircraft type.

- If the aircraft has its own built-in passenger steps and they shall be used, open

the door until the built-in steps are fully extended;

- Open the door in a fully open position and secure it.

Closing the doors

- Make sure the doors are closed immediately the aircraft service is completed;

- Receive confirmation of the aircraft crew that the door (-s) can be closed for

departure;

- Before removing the last boarding device (ramp) from the aircraft inform

ground personnel on board the aircraft that the door is closing and the boarding device

will be removed from the aircraft;

- Remove any possible obstacles to close the door;

- Make sure that the door is unlocked and assist person closing door by moving it

to the half-open position.


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Attention: If the open door cannot be closed with the boarding device installed,

the operation shall be performed out from the aircraft cabin with extra vigilance and

without the ground personnel assistance.

- Do not remove the boarding device (ramp) until the door is completely closed

and locked;

- If ladders (steps) were used with the door open, retract the ladder side rails if

necessary to close the door. Stay at the top of the ladder landing until the door is

completely closed and then do down the ladder and remove it;

- Close the door slowly and carefully according with the labels on the door;

- Before leaving make sure the door is tightly “seated” flush-mounted with the

aircraft skin and the outer door handle is removed;

- Ask a service technician for assistance in event of door malfunction;

- Before equipment removal from the door make sure that maneuvering area is

free from obstacles and personnel;

- Visually inspect the door and fuselage for any damage, especially in places

where the ladder was in contact with the aircraft. If damage is found, immediately

inform the technical staff and, if available, PIC.

Reopening the Door

If the door does not close appropriately, then it shall be reopened and closed. Do

not attempt to reopen any aircraft doors without crew permission. If you suppose that

the door shall be reopened you shall inform the aircraft crew through the open cockpit

window or using the intercommunication systems. If the aircraft crew requests to reopen

the door, they will notify the ground personnel. Regardless of which party requested the

door to be reopened, after the flight crew gives permission to open the door, follow the

following steps: “Opening the door” described above.

If permission to reopen the door is not received, do not attempt to open door

without permission of the aircraft crew.

On some aircraft types partial opening of the door is allowed to provide

sufficient space for servicing (i.e. waste removal). For these aircraft it is allowed to

partially open the door, not fully. After end of the service the door shall be immediately

closed and locked.

2.7.3.2. Cargo compartment doors.

Cargo compartment door opening

- Do not open the doors if you are not appropriately trained and authorized.

- Opening the door with electric of hydraulic drive can be performed only by

technicians or crew.

- Do not open the cargo compartment door until the engines are running and the

light flashers are not turned off.


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- Before installing loading equipment or any other ground support equipment near

the cargo compartment doors and opening it visually inspect for signs of damage of the

doors and in nearby areas.

- If any damage is detected during visual inspection inform the technical staff

and, if possible, the PIC.

- If the cargo compartment door dies not open, do not apply excessive force, tools

or equipment to open it. Request technician for assistance.

Closing the cargo compartment doors

- Do not close the doors if you are not appropriately trained and authorized.

- Closing the door with electric of hydraulic drive can be performed only by

technicians or crew:

1. Before closing the cargo compartment doors make sure that the payload is

secured and wire guards are installed.

2. That lighting in the cargo compartment is turned off if it is not required for the

transportation.

3. That the door area, including door sill slice plates, is free from gravel, water,

ice and any other foreign objects or obstacles.

4. That there are no visible signs of damage on the door and door frame.

5. Make sure that about any damage identified during cargo doors and adjacent

territories inspection is immediately reported to the technical staff and the PIC.

- Check whether the lock is closed correctly and securely, that the door is tighty

closed, the handles are retracted flush-mounted with the panels.

- If the cargo compartment doors are not closing appropriately, they shall be

reopened and closed.

Attention: If the cargo compartment doors shall be reopened before the aircraft

starts to move, it is necessary to receive aircraft crew permission through the ground

personnel responsible for departure.

To ensure the aircraft commercial service upon arrival the service provider agents

and the Airline representative perform the following:

• Unloading of cargo and baggage compartments is organized in accordance with

the “Aircraft Loading Chart”;

• The unloading of passengers’ baggage is organized first.

Crew baggage is accepted under the aircraft by the responsible crew member;

• The fact of violation of packaging, integrity of baggage, cargo and mail in the

provided apron handling act;

• Confirms that the services provided by the airport are fulfilled in the Act of

Form C (or list of record of works);


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• Simultaneous unloading of baggage, cargo and mail from different cargo and

baggage compartments, lobbies, when it is impossible to control unloading process and

adherence the technological rules and conditions is prohibited.

• When the unloading is complete all cargo compartments shall be inspected to identify:

(a) Compartment damage.

(b) Whether the locks are damaged or defective.

(c) Spills that could have occurred.

(d) Baggage or cargo that remain on board the aircraft.

(e) Any other items that shall not be present in the compartment.

The inspection shall be performed in the compartment even if upon arrival it is

reported that it has no any load (is empty).

If any damage of the compartment of the lock is identified, if any leak occurred,

or there are any other abnormalities, you shall immediately report to your manager,

slight crew and/or the Airline representative.

Upon arrival to the destination (intermediate) airport the cabin crew purser passes

to the transport management service agent responsible for baggage and cargo. Baggage,

Cargo and Mail Manifests with the set of air waybills and “LOADING

INSTRUCTION”. Unloading of baggage/cargo compartments is performed by the agent

and under the Airline representative and cabin attendant supervision. In the event of

discrepancy of the unloaded items of baggage, cargo and mail, the transport

management service agent in presence of the Airline cabin attendant or an authorized

person puts a note in the Baggage, Cargo and Mail Manifests and immediately reports

this to the airport of the payload dispatch.

• In the event of situations affecting safety or threatening peoples’ health and life,

incidents with dangerous goods, spills of flammable liquids arise, the transport

management service agent (at the base airport) performing aircraft commercial service

on the apron, transmits information to the transport management service shift

supervisor, that immediately informs airport Flight Dispatch Service and the Airline

representative (in case of his absence on apron). The Airline representative stops works

on the aircraft commercial service on apron, reports to the operational management. If

necessary, Flight Dispatch Service employee calls for vehicles and takes measures to

remove people from the dangerous area.

2.8 Load control management system

Calculation of commercial payload is the determination of the passenger aircraft

weight and balance characteristics, the implementation of control of maintaining the

limitations of weight, balance and aircraft loading, performed in order to:

• Aircraft weight and balance to be calculated correctly and within the established

limitations;


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• Aircraft to be loaded in accordance with the Airline regulations and special

loading instructions for the particular flight;

• There was an opportunity to prepare a preliminary calculation of loading,

loading chart execution for each flight;

• Data on cargo, including dangerous goods and special cargo, to be transmitted

to the weight and balancing services, o the crew and airports of operations;

• Information in LOADSHEET (including last-minute changes –LMC) coincided

with the actual data on aircraft loading, number of passengers, crew members and the

quantity of fuel filled;

• There was no excess of aircraft design and operational limitations.

2.8.1. Unit Load Devices (ULDs):

JSC Nordavia does not use ULDs on its own aircraft.

2.8.2. Assignment of duties and responsibilities.

- Commercial payload calculation for aircraft performing domestic and

international flights in the airports of the Russian Federation is performed by weight and

balance controller. Aircraft loading and unloading operations are managed by load

controller.

- At airports not equipped with weight and balance groups duties of weight and

balance controller are performed by the second pilot, duties of load controller by cabin

attendant.

- Commercial payload calculation and aircraft loading and unloading works

management at the foreign airports are performed by the appropriate service provider

personnel or crew.

Responsibility

Person responsible for the management and control of the aircraft ground

handling on the apron (service provider employee) shall undergo special training and

qualification and shall:

1) Know aircraft technical and commercial specifications, operation schedules of

aircraft preparing, rules for air transportation of passengers, baggage, cargo and mail, as

well as occupational safety and fireworthiness rules;

2) Manage cargo and baggage compartment unloading in accordance with the

aircraft loading chart;

3) Control loading of commercial payload into the aircraft cargo and baggage

compartments in accordance with the aircraft loading chart provided by the person

responsible for the aircraft weight and balance. Manage aircraft loading and unloading

operations. When removing (adding) the commercial payload, coordinates any changes

in the aircraft loading chart with the specialist responsible for aircraft weight and


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balance. Ensures actual placement of the load in accordance with the weight and

balance data and control of securing of baggage, cargo and mail.

4)

In the event of situations affecting safety or threatening peoples’ health and life,

incidents with dangerous goods, spills of flammable liquids arise, stop aircraft

preparing, report to the operational management. Is necessary, call for the necessary

technical means and take measures to remove people from the area of danger.

Person responsible for the aircraft weight and balance shall undergo special

training and qualification and know aircraft technical and commercial specifications, as

well as ULDs used, aircraft weight and balance operations technology, rules for air

transportation of passengers, baggage, cargo and mail and occupational safety and

fireworthiness rules.

Responsibility

Specialist (controller) responsible for aircraft weight and balance is responsible

for:

• Commercial payload calculation control;

• conformity of the Cargo Weight and Balance Form and the aircraft

modification;

• Control of the preliminary and final calculations correctness;

• Control of maintaining the maximum commercial payload, maximum aircraft

takeoff weight and the ranges of acceptable flight weight and balance, when making

additions to the “LMC” column of the LOADSHEET.

2.8.3. Loading chart.

Loading chart is an official working document in which according to the Cargo

Weight and Balance Form the required placement of baggage, cargo and mail in the

aircraft baggage/cargo compartments is recorded.

Loading chart is completed according to the data of the preliminary calculation of

the aircraft weight and balance and is the governing document for the specialist

responsible for managing and controlling the aircraft ground handling on the apron

(load controller).

Loading chart is a document that provides visual information about actual

baggage, cargo and mail distribution in the aircraft baggage/cargo compartments, on the

basis of which the aircraft is loaded.

Loading chart form shall conform to the aircraft type. The loading chart executed

in two copies is indicated information about aircraft type and number, route, departure

date and time. Бланк схемы загрузки должен соответствовать типу ВС.

Loading chart shall be mandatory signed by the specialist responsible for weight

and balance and by specialist responsible for the aircraft ground handling on the apron

management and control (load controller).


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Only person responsible for the aircraft ground handling on the apron

management and control (load controller) have the right to make changes to the Flight

loading chart.

One copy of the Loading chart is passed on board the aircraft to the cabin

attendant responsible for the commercial payload.

Second copy of the Loading chart is returned to the weight and balance service.

2.8.4. Aircraft weight and balance

2.8.4.1. Ways of performing aircraft weight and balance

Aircraft weight and balance in automated mode:

Aircraft weight and balance is performed in an automated mode in the

information system. To the departure airports weight and balance services primary data

of weight and balance features and other data necessary for calculation of the aircraft

weight and balance (AHM 560/565) are transmitted via e-mails. Upon receipt of the

primary data (AHM 560/565) departure airport weight and balance service shall

perform a control weight and balance calculation and send it for approval and

authorization to the e-mail address [email protected]. Operational data is

entered into the automated system using the installed software in the workplace. The

operational data include:

• Aircraft parking number;

• Aircraft number;

• Aircraft type;

• Number of flight and cabin crew members;

• Fuel weight necessary for the flight;

• On-route fuel consumption rate;

• PIC surname;

• Number of passengers;

• Cabin baggage weight;

• Weight of baggage, cargo and mail.

The automated system calculates general actual commercial payload and aircraft

weight and balance. In process of automated calculation of the actual commercial

payload the system controls aircraft weight and balance limitations. After the final

calculation of the aircraft weight and balance a LOADSHEET is issued. The automated

system ensures maintaining the aircraft weight and balance limitations, controls that the

actual aircraft weight and balance on ground does not exceed the maximum permissible.

In case of violation of these limitations the system issued a warning about

imbalance and does not issue the LOADSHEET.

Graphic procedure of aircraft weight and balance:

In the event of the automated system malfunction (absence), weight and balance

service specialist of the second pilot performs graphic procedure of weight and balance

calculation. To perform weight and balance is used a database of weight and balance by

mailto:[email protected]


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aircraft types, formed from the AHM-560/565, a LOAD and TRIM SHEET forms by

aircraft types, information on aircraft fueling, the number of crew members, aircraft

commercial payload information. The result of the weight and balance calculation is a

completed weight and balance chart which is considered to be the main accompanying

document relating to flight safety in terms of flight commercial support until the next

landing. The weight and balance chart is executed by the aircraft second pilot and is signed

in two copies in a carbon-copy – one for the departure airport and the other for the aircraft

crew. After checking the aircraft commercial payload aircraft second pilot signs weight and

balance chart. If the weight and balance chart is executed by the second pilot then only he

has the right to make any changes to it. In case of his disagreement with the weight and

balance chart executed by the person responsible for weight and balance, only the

originator can make changes.

When transporting special categories of cargo (live animals, transported in the

passenger cabin or cargo compartment of the aircraft, golf equipment, baggage

transported in the passenger seat, musical instruments, transportation of wheelchairs or

other auxiliary equipment with electric drive, crew baggage, oversized or heavy

baggage) information mandatory shall be transmitted to the weight and balance

calculation station.

Determination of non-standard weight of the passenger.

In exceptional cases if the estimated weight of a group of passengers on a flight

exceeds the standard weight limits (fully equipped military personnel and/or sports

teams, etc.), the weight of passengers shall be determined by weighting or according to

the information provided by passengers about their weight. LOADSHEET shall reflect

the use of them actual weight or the weight information provided by passengers. The

total passenger weight and its confirmation are included into additional part of the

loading telegram and into the LOADSHEET (LDM, part SI).

2.8.4.2. Stages of the aircraft weight and balance

The person responsible for the aircraft weight and balance at the airport (at the

base airport – transport management service dispatcher) performs the following actions:

• Prepares technological documentation necessary for the work;

• Receives preliminary information on the flights commercial payloads;

• Calculates preliminary flight commercial payload;

• Performs preliminary aircraft weight and balance calculation;

• Rationally draws an aircraft loading chart to maintain the recommended weight

and balance without the use of dead load;

• When calculating the weight and balance takes into account the use of dead load

in the absence of the necessary commercial payload to ensure acceptable aircraft flight

weight and balance. This includes the information received from the transport

management service agent about:


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1) Loaded baggage, the weight of the individual items or the total weight of

baggage whose weight exceeds the standard acceptable values.

2) Items transferred at the departure gate and received as baggage, including the

weight of individual items or the total weight that exceed the established requirements.

3) Other non-standard items and other types of loading that shall be considered

during load control procedure.

4) Groups of non-standard passengers.

•Instructs the person responsible for the aircraft commercial service organization

about the loading feature of each aircraft.

• Receives final information about the flight commercial payload, makes the

appropriate changes and performs timely final aircraft weight and balance calculation.

• Checks for compliance of the LOADSHEET with the weight and balance chart

of the aircraft being prepared for the flight when the weight and balance calculation was

performed by graphic procedure.

• Performs the weight and balance recalculation and release of the LOADSHEET

when the commercial payload exceeding the maximum acceptable changes was

removed/added to the LAST MINUTE CHANGE column.

Documents for planning the loading and weight and balance data calculation are

stored in the files of the Airline for a period stipulated by the requirements of the

competent State authorities, but not less than three months.


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2.8.4.3. DOCUMTNETD AIRCRAFT LOADING CONTROL – LOADSHEET

2.8.4.3.1 LOADSHEET completed manually

LOADSHEET is one of the main flight documents and is used to calculate the

commercial payload and draw up LDM telegrams.

LOADSHEET contains the following flight information:


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- Total commercial payload including total weight of passengers, baggage, cargo

and mail on route stages;

- Distribution of the commercial payload including total weight of passengers on

board the aircraft on route stages and with indication of compartment number where it

is loaded;

- Data on special cargo, about deviations from the norm, etc.;

- Calculated aircraft weight and balance;

- Signature of the person responsible for the LOADSHEET completion;

- Signature of the crew member responsible for the LOADSHEET check.

The LOADSHEET shall have a standard form.

The LOADSHEET is composed not more than in four copies and is distributed in

the following way:

• Two copies for the departing aircraft (one – for the crew, other for the first

landing point);

• One copy for the departure point record services and archives;

• One copy for the carrier needs, if he requires it.

In case of necessity the number of copies can be increased.

The LOADSHEET is completed with the following data:

№ Designation Description

1 Priority Urgency telegraphic code.

2 Address Telegraphic destination addresses.

3 Originator Telegraphic address of the LDM dispatch airport.

4 Recharge the two-letter carrier code, at the expense of which the LDM is sent.

5 Date/Time Date and time of dispatch.

6 Operator initial Sender initials.

7 LDM LDM ID code.

8 Flight Flight number and day of departure.

9 А/С Aircraft registration number.

10 Version Aircraft configuration.

11 Crew Number of crew members (excluding those who are travelling as

passengers).

12 Date date of departure in local time / date, month, year.

13

BASIC WEIGHT The empty aircraft weight after its manufacture at the factory is

determined by weighting and fits into the aircraft logbook. The

empty aircraft weight consists of weights of: airframe, power unit,

equipment of the cockpit and passenger cabin, utility, baggage/cargo

compartments, flight and navigation equipment, trapped fuel and

fluid balance in hydraulic systems.

14 Crew Crew members weight.

15 Pantry Weight of catering equipment and flight catering loaded to the

aircraft.


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16 DRY OPERATING

WEIGHT (DOW) Reserve column for specifying the weight of empty equipped

aircraft.

17 DRY OPERATING

WEIGHT Weight of empty equipped aircraft includes BASIC WEIGHT,

galley weight, crew weight, crew baggage weight.

18 Take-off Fuel

(TOF) Fuel amount on board the aircraft without taxiing fuel weight.

19 OPERATING

WEIGHT Operating weight (it. 17 + it. 18)

20 Max. weight for

zero fuel Aircraft maximum weight with zero fuel but with load.

21 Max. weight for

take-off Maximum aircraft weight allowed for takeoff.

22 Max. weight for

landing Maximum aircraft weight allowed for landing.

23 Trip fuel The total amount of fuel for the flight from the takeoff to landing at

the first checkpoint on-route.

24 Allowed weight for

take-off Weight allowed for takeoff. The smallest of amounts specified in it.

24 “a” or “c”, or it. 21 or 19 is used.

25

ALLOWED TRAFFIC

LOAD Maximum commercial payload determined by the flight safety

requirements. This value is the difference between the smallest of

these figures, indicated in it. 24, "a" or "c", or it. 21 and 19.

26 Destination Destination airport

27

No. of «РАХ» Total transit passenger number, including PAD (Column A/F –

adults, column CH – children from 2 to 12 years old, column INF –

infants less than 2 years old).

28

No. of «РАХ» Total local passengers number including PAD (Column A/F –

adults, column CH – children from 2 to 12 years old, column INF –

children less than 2 years old).

29 No. of «РАХ» Number of departing passengers, including PAD.

30 Cabin baggage Weight of baggage in passenger cabins.

31 Tr Total transit baggage, cargo and mail weight.

32 Total Total weight of registered baggage loaded in this airport, excluding

it. 30.

33 С Total weight of loaded cargo.

34 М Total weight of loaded mail.

35 Т Total weight of the commercial payload without total passenger

weight – sum it. 31-34.

36 Distribution Weight distribution by categories and destination points in each

compartment.

37 Pieces PCS Pieces of baggage, cargo and mail.

38 Seats occupied by transit passengers by class of service, including PAD (it. 27).

39 Seats occupied by the local passengers, including PAD (it. 28).

40 Total number of seats occupied by departing passengers by classes, including PAD.


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41 Seats occupied by PAD transit passengers by classes.

42 Seats occupied by the initial PAD passengers by classes.

43 Total number of departing PAD passengers.

44 Additional notes on special cargo.

45 Total number of passengers.

46 Total cabin baggage weight.

47 Total commercial payload weight except passenger weight, i.e. sum of it. 31-34.

48 Amount of commercial payload distributed in compartments, excluding passenger

weight.

49 Total number of seats occupied by passengers by classes, i.e. sum of it. 38 and 39.

50 Total passenger

weight Total passenger weight calculated in accordance with the rules of

the carrier according to data taken from it. 45.

51 Total traffic load Actual commercial payload. Includes weight of passengers,

baggage, cargo and mail.

52 Underload Flight underload, i.e. margin of it. 25 and 51.

53 Zero fuel weight Actual empty equipped aircraft weight with the commercial

payload.

54 Take-off weight Actual aircraft takeoff weight.

55 Landing weight Actual aircraft landing weight, i.e. margin of it. 53 and 23.

56 Destination Destination point.

57 Specification LMC category / type

58 CL/CPT Service class or cargo compartment where pallets, containers,

baggage, cargo and mail are loaded.

59 +/- instruction on reloading or its removal.

60 Weight Weight of additional or removed load.

61 LMC total +/- designation whether the total weight is (+) or (-).

62 LMC total weight LMC total weight

63 LMC Is completed in accordance with the carrier rules.

64 SI Additional information to be included in LDM. Free text.

65 Notes Information that is not included in the LDM, is used for the carrier

purposes.

66 Balance Aircraft weight and balance.

67 Seating condition Data on passenger distribution on board the aircraft to meet the

designated weight and balance.

68 Total passengers Total number of passengers on board the aircraft, i.e. sum of it. 45

“a”, “b”, “c”, LMC.

69 Prepared by Signature of the person completed the document.

70 Approved Signature of the carrier representative, PIC or other responsible

person depending on the rules of the carrier.

2.8.4.4 LOADSHEET completed automatically


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2.8.4.5. LOADSHEET check

Before departure the PIC or assigned by him crew member shall check the

LOADSHEET on the following points:

- Fuel on board;

- Actual aircraft weight;

- Number of crew members;

- Number of passengers;

- Weight of baggage, cargo and mail;

- Correctness of the aircraft weight and balance calculation.

2.8.4.6. Making changes to the LMC (LAST MINUTE CHANGE) column of the

LOADSHEET

If the actual commercial payload does not correspond to the stated in the

LOADSHEET, the transport management service dispatcher responsible for the

LOADSHEET completion makes changes to all the signed copies into the “LAST

MINUTE CHANGE” column with indication the surname of transport management

service dispatcher responsible for loading.

Adding (removal) of commercial payload shall be coordinated with the PIC and

signed by the second pilot.

Maximum amount of added (removed) commercial payload is 300 kg for the

aircraft with cabin configuration up to 150 PAX and 500 kg for the aircraft with cabin

configuration more than 150 PAX. All changes related to adding (removal) of

commercial payload shall be coordinated by person responsible for the organization of

the aircraft commercial service with the person responsible for weight and balance.

In case of changing the commercial payload PIC has the right to demand

transport management service dispatcher completing the LOADSHEET (at the basic

airport) to issue new LOADSHEET.

In all cases the actual fuel on board and commercial payload shall conform with

the fuel on board and the load indicated in the LOADSHEET, taking into account the

LAST MINUTE CHANGES, and the aircraft takeoff weight shall not exceed the

maximum takeoff weight, calculated for the particular takeoff conditions.

2.9. ORGANIZATION OF AIRCRAFT GROUND HANDLING OPERATIONS

ON APRON UPON ARRIVAL / DEPARTURE

2.9.1. Instructions on safe operation of ground support equipment on apron.

The instructions apply to all procedures for using special equipment on the apron.

Personnel can drive a car or work on ground support equipment only if he has

undergone training and is approved for a specific type of equipment.

Ground support equipment shall not move through the paths:

(a) of aircraft during taxiing;


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(b) of passengers during boarding or disembarkation on apron.

Attention: When operating the equipment check the contact areas for

possible damage to the aircraft and immediately report about any damage

identified. Use all the protective devices installed on ground support equipment

(e.g. bumpers, side rails, stabilizers, etc.) during aircraft service. Make sure that the

protective rubber bumpers are not compressed by the aircraft fuselage.

1. Basic requirements to ground support equipment operation.

a) At the beginning of the shift check all the ground support equipment involved

in the aircraft service (at least once a day), in particular, the parking brake, protective

rubber bumpers, protective systems and other sensors.

(b) Perform equipment check before using it.

(c) Apply the parking brakes and place the gear level in the “PARK” or

“NEUTRAL” position on all ground support equipment when they are located near the

aircraft or parked. Use other safety devices, if applicable.

(d) When placing the ground support equipment make sure that remains the gap

between special vehicles and the aircraft, which allows aircraft vertical movement

during the entire ground handling process – avoid contact between the aircraft and

equipment.

(e) Do not transport personnel in the absence of additional seat – use the principle

“No seat – no movement”.

(f) Do not operate transport vehicles or equipment using portable electronic

devices.

(g) After placing the equipment under the aircraft lift up all the safety rails on

belt-type conveyors, loaders and other devices.

(h) After placing the equipment turn off the engine if it is not required to operate

the equipment.

(i) Do not leave the vehicle unattended with the engine running. In extremely cold

weather conditions local rules may be applied.

(j) If the ground support equipment is equipped with stabilizers make sure they

are utilized before operation.

(k) For an electric or motorized ground support equipment placed near the aircraft

the operator shall be within the quick reach of the emergency controls of the equipment,

and in case if the equipment is not fitted with emergency controls, remain in the

workplace and control the equipment.

(l) Ground power units and heaters can be left unattended when they are

connected to the aircraft.

(m) Do not move the ground support equipment with lifting mechanisms in the

raised position, with the exception final placing of the ground support equipment near

the aircraft.


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(n) Do not move or site ground support equipment such as towing car for pallets

and containers, baggage / cargo trolleys, etc. under the aircraft fuselage.

(o) Ground support equipment shall be parked in specially designated areas for

aerodrome equipment when not used. Do not block access to fire extinguishing means

or fuel hydrant emergency stop switch.

2. Non-motorized ground support equipment

During parking all non-motorized ground support equipment shall stand on the

brake or with brake pads on wheels, if they are not connected to motorized vehicles.

ULDs shall be secured on trolleys (or trailers / platforms) using suitable

restraining devices.

Trolleys with pallets and containers can only be towed provided that their turning

platforms are in a fixed position (“straight forward”) and rotate only when they are on

the loader platform.

3. Use of a passenger boarding bridge

(a) Passenger boarding bridge operator shall be trained and approved for

passenger boarding bridge control.

(b) When driver / operator view is limited, use the assistance of the approach

manager – marshal.

(c) Marshal shall have an opportunity to control the distance and be visible to the

driver / operator.

(d) Immediately stop if the visual contact with the marshal is lost. Approach

manager is not required if the equipment is fitted with the systems (e.g. sensors) that

allow the operator accurately estimate the distance and to site the passenger boarding

bridge accurate near the aircraft.

(e) Make sure that the equipment does not contact the wing root leading edge

aerodynamic shroud that protrudes under some cabin doors and any other sensors or

aerodynamic shrouds.

(f) Make sure that all guides and equipment sheds are completely removed during

the installation process and install them only after putting the equipment in the working

position.

(g) If the equipment side stoppers cannot be installed until the door is open,

ensure they are installed immediately after opening the doorway.

(h) If the equipment used does not have an auto level, set the floor of the

equipment to 6 inches / 15 cm below the doorway. This will exclude the possibility that

the aircraft door will base on the passenger boarding bridge floor in case of the aircraft

weight deflection during loading or unloading.

(i) Do not leave a gap between the passenger boarding bridge and the aircraft,

through which a person or large equipment can fall to the apron surface.

(j) Report about any passenger boarding bridge failures to the appropriate

employee / manager.

1. Check that passenger boarding bridge is serviceable before use.


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2. Check that movement surface is safe to use.

3. Passenger boarding bridge shall be removed and kept in a fully assembled

position in the parking area.

4. Safety barriers shall be installed when the passenger boarding bridge is not at

the aircraft.

5. Make sure that the movement path is free before start moving the passenger

boarding bridge.

6. Only personnel necessary for operation of the passenger boarding bridge shall

be on it during its movement.

7. Move the passenger boarding bridge towards the aircraft slowly until it

contacts the aircraft avoiding any aircraft sensors.

8 Leave a sufficient gap between the passenger boarding bridge and the cabin

door bottom or in accordance with the cabin door marking.

9. Turn on any protective systems and especially auto-leveler, if possible. If the

passenger boarding bridge is not equipped with the auto-leveler, the operator shall

constantly control the position when installing the passenger boarding bridge.

10. Make sure the cabin door is closed before removing the passenger boarding

bridge.

11. When the installation is completed, place of the passenger boarding bridge

control shall be closed to prevent unauthorized access, as specified.

4. Airstairs

(a) Check that airstairs are serviceable before use.

(b) Check that the surfaces for movement are safe for passengers.

(с) Airstairs shall be out of aircraft service area upon the aircraft arrival and

departure.

(d) Before installation of the airstairs make sure that the movement path is free.

(е) Move the airstairs towards the aircraft slowly, avoiding any aircraft sensors

until the protective bumper contacts the aircraft or the proximity sensors would stop

movement.

(f) Ensure sufficient distance between the airstairs and cabin door bottom or in

accordance with the cabin door marking.

(g) Use protective systems, especially auto-leveler. If the airstairs is not equipped

with the auto-leveler, installation level of the airstairs shall be checked and adjusted as

necessary.

(h) Install stabilizers, if any.

(i) Install the side stoppers after the aircraft cabin door is open.

(j) Make sure the airstairs is placed so that the aircraft cabin doors can be used as

the emergency exit paths in case of the emergency.

(k) If airstairs are being towed, disconnect them from the towing vehicle and

manually site them at the aircraft.

(l) Before airstairs removal make sure the aircraft door is closed.


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(m) After the cabin door is closed make sure there is no personnel left and

remove the stabilizers.

(n) If the airstairs is not installed near the aircraft, it shall be towed back to a

distance sufficient to release the emergency ladder in case of the emergency.

Danger: cabin doors can be in the open position only if any of the equipment is

located at the door. Opening cabin doors is prohibited in the absence of

equipment installed near the aircraft. There is a risk of falling during operation

from the cabin door. If the door starts to open, do not try to hold the door as you risk to

be seriously injured or die by doing so. Sliding device (emergency escape slide)

deployment can be fatal.

5. Aircraft loading equipment

Belt Loader

The following safety measures shall be taken when operating the belt loader:

(a) Belt loader boom shall never be inside the aircraft cargo compartment;

(b) Install and remove the belt loader in a straight line. Cargo compartment door

shall be open at an angle of 90 degrees to the aircraft fuselage;

(c) Mare sure the boom will not touch the aircraft or other obstacles before

turning;

(d) Rubber bumpers on the belt loader shall never contact the aircraft. Maintain

the gap between the loader belt and the aircraft;

(e) Always lift the side rails as soon as the loader is installed. Make sure they do

not contact the aircraft fuselage;

(f) Side rails can be lowered to accommodate large items during loading and

unloading;

(g) Do not stand or walk on the belt when the side rails are lowered;

(h) Special belt transporters (e.g. Ramp Snake or Powerstow) require installation

of the equipment inside the aircraft cargo compartment;

(i) Do not sit and stand on the conveyor belt while it is working (up or down).

Special safety measures during belt loaders operation

(a) In order to avoid jamming on the belt place the goods at a sufficient distance

from each other.

(b) Adjust the top face in order to prevent the load falling off the conveyor belt.

(c) Lift the side rails when opening the aircraft cargo compartment doors from the

belt loader; be especially careful in conditions of limited clearance between the belt

loader and the aircraft fuselage / engines.

2.9.2 Maneuvering and installation of auxiliary equipment at the aircraft service area

Use the following precaution measures during maneuvering and installation of

auxiliary equipment (ground support equipment) at the aircraft service area:

(a) At least once make a full stop of the special vehicle to check the brakes when

approaching the service area.


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1. Make a full stop in order to perform repeated brake system check to proof the

vehicle brake system reliability and test the apron surface.

2. This action SHALL be performed even if there are no any painted stripes.

3. This stop shall be made on a distance of not less than 5 m / 15 feet from the

aircraft.

(b) Do not accelerate the ground support equipment faster than pedestrian speed.

(c) Maneuver carefully in order to avoid personnel injuries and / or the aircraft

damage.

(d) Avoid making sharp turns near the aircraft, especially when towing

equipment.

(e) When the ground support equipment is moving in close proximity to the

aircraft, keep a constant visual contact with the approach manager.

Ground support equipment operator (driver) is obliged to:

1. Perform standard IATA signals of the approach manager (it. 2.9.11 of this

Manual) and / or using camera system or mirrors.

2. Immediately stop in case of loss of the visual contact with the approach

manager.

During working in the aircraft service area approach (leaving) manager is obliged

to:

- Manage the special vehicle movement with the help of established signals in

accordance with the special vehicle schemes of approaching (leaving) and maneuvering

when servicing the aircraft;

- Commands shall be performed by clear movements of outstretched arms;

- Manage special vehicles aircraft approaching (leaving) from a convenient place

ensuring control over the special vehicle aircraft approaching and maintaining visual

communication with the driver;

- Before giving driver a signal, make sure there are no obstacles for the special

vehicle maneuver near the aircraft, as well as for raising (lowering) the special vehicle

body or working tool;

- Give the signal to stop the special vehicle near the aircraft at a distance

excluding its damage;

- After stopping the special vehicle at the aircraft, install the wheelchock under

one of the wheels on the aircraft side, then install the second wheelchock on the other

side of the wheel (wheelchocks shall be on the special vehicle);

- Check the cables, connectors, hoses and grounding cables are disconnected from

the aircraft after end of the operations;

- Remove wheelchock from the side of the special vehicle leaving and give the

“Drive off” signal, after the special vehicle leaving for at least 5 m (for baggage cart

towing cars – at least 1 m) from the aircraft remove the second wheelchock (place

wheelchocks on the special vehicle);


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- Keep about yourself the Certificate for the right to manage special vehicle

approach (leaving) to (from) the aircraft;

- Approach (approach) manager shall be present near the aircraft until the special

vehicle operation is completed;

(f) Any vehicle not used near the aircraft shall remain outside the safety zone.

(g) Do not park an drive the ground handling equipment under the aircraft

fuselage and / or wings.

(h) Exceptions:

Ground handling equipment and vehicles necessary for the aircraft service (i.e.

fuel truck, water service truck, lavatory service equipment).

In cases with a certain aircraft configuration / parking place when trolleys for

wide-bodied aircraft rear cargo compartment loading/unloading are required to be

carried under the wing: Trolleys are carried under the very end part of the right wing

and only empty.

If the equipment is placed in the aircraft service area, it shall not:

1. Obstruct the evacuation of people from the aircraft in an emergency;

2. Obstruct or impede fueling equipment movement from the aircraft;

3. Obstruct aircraft loading/unloading operations performance.

Baggage cart towing car operation special requirements

(a) When operating the towing car and trolleys stick to speed limits in accordance

with the local airport requirements, avoid sharp turns, jerks and sudden stops.

(b) Approach the aircraft at a speed not exceeding the speed of pedestrian (5

km/h).

(c) Observe the restrictions on the maximum possible number of the trolleys in

the train, set by the local airport requirements.

(d) Do not perform the sharp turns near the aircraft. Keep at least 1 m (3 feet)

from the fuselage.

Low-wing aircraft

(a) In order to avoid low-wing aircraft damage baggage cart towing cars shall be

stopped in front in front of the belt loader to detach trolleys at a distance of

approximately 1 m (3 feet).

(b) Be careful when towing cars, especially on slippery apron. If necessary, ask

for assistance.

(c) When removing the baggage carts towing car is placed in the direction of the

aircraft, and baggage carts are pulled to it.

(d) Covered baggage carts shall be operated with extra care.

Small aircraft loading in bulk.

(a) Use the belt loaders if the door sill height is not sufficient to pass the load

through the door sill without additional lifting. Use the belt loaders to load heavy items

(weighting more than 23 kg).


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(b) In order to avoid collisions at the belt loader approach, create a distance of at

least 1 m (3 ft) between the tape and the baggage carts during towing.

(c) If the distance to be maintained between trolleys is less than 1 m (3 feet) after

they are detached from the towing car, trolleys are moved manually.

2.9.3. Safety cones

Signal cones setting and removal

In order to prevent damage by moving vehicles or other ground handling means

to the aircraft when it is on ground and to create a safety buffer zone safety cones shall

be installed around relevant parts of the aircraft.

Safety signal cones are the sign of warning the drivers about necessity to keep

distance required by safety rules.

(a) Before aircraft arrival make sure that there are enough signal cones available

to fence the arriving aircraft.

(b) Do not approach the aircraft to set signal cones until the following conditions

are met:

1. The aircraft completely stopped.

2. The engines are off and stopped rundown.

3. Anti-collision lights are off.

4. Dollоy blocks are set to the aircraft wheels.

(c) Set signal cones on ground according to the following schemes – at a distance

of no more than 1 meter outwards the aircraft part to be protected. In case of strong

wind iУt is prohibited to set signal cones.

(d) Additional safety cones can be set according to operational requirements or

local rules.

(e) Ground handling equipment shall not approach the aircraft until signal cones

are set.

(f) All necessary signal cones shall stay at their place until ground handling

equipment and vehicles that work near the aircraft would finish operations before

departure of this aircraft.

(g) Make sure that all ground handling equipment are removed from the safety

zone.

(h) Remove safety cones set around the aircraft.

(i) When signal cones are not used, they shall be kept in a special storage facility.


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Placing of safety cones for jet aircraft with engines on the wings

2.9.4. Aircraft Chocking

CONE max 1m from tail

CONE max 1m from wingtip CONE max 1m from wingtip

CONE max 1m before engine CONE max 1m before engine

CONE max 1m before nose

Additional cones shall be set in the parking lot adjacent to the service road.


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Installation of wheelchocks under the wheels:

(a) Make sure that the required number of serviceable wheelchocks is available

taking into account the type of the aircraft and/or weather conditions.

(b) Wheelchocks shall be removed from the maneuvering area during arrival of

the aircraft.

(c) Do not approach the place of wheelchock installation until the aircraft has

completely stopped.

(d) One designated ground handling service employee immediately installs the

wheelchocks in front and behind the wheels of the nose landing gear (if the aircraft type

allows). This is the first thing to be done on the aircraft and this action shall be

performed before any other operations begin.

(e) Do not approach the aircraft to install the wheelchocks until the following

conditions are met:

1. The engines are off and stopped rundown.

2. Anti-collision lights are off.

(f) Proceed to the main landing gear along the path running parallel to the

fuselage line avoiding the air intake area.

(g) When installing the wheelchocks, place one wheelchock in the center at the

front, and the other at the rear of the wheels, in accordance with the applicable

wheelchock installation scheme.

(h) Inform the flight crew that the wheelchocks are installed.

Wheelchock installation scheme

During normal operation

Option1 Option 2


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Aircraft parking for a night / stiff wind

Warning: To avoid jamming after aircraft loading and fueling wheelchocks are

installed in the plane of the wheels before contact with the tire – without interference fit.

2.9.5. Refueling with drinking water

General information.

Refueling with drinking water shall not be performed by personnel that during the

shift at which the refueling is performed, was involved in the lavatory service.

Refueling with drinking water is performed only with the permission of the Airline

performing the flight. Water reserve in the tank is replenished in accordance with the

instructions of the Airline performing the flight: all the abnormalities shall be reported

to the supervisory personnel or the Airline representative.

General sanitary requirements.

To perform refueling with drinking water the staff shall:

(a) Be dressed in a clean clothes;

(b) Wash hands thoroughly with soap before refueling:

1. It is forbidden to fill the drinking water tank with water used for lavatories

tank;

2. It is forbidden to park water service truck at the location of the lavatory service

truck;

3. It is forbidden to service lavatory and water tanks simultaneously. For some

aircraft types this requirement does not apply to this requirement (see exceptions in the

Airline Ground Handling Manual).

2.9.5.1 Aircraft water tank refueling

(a) Fill the aircraft water facilities as close as possible to the time of the aircraft

departure.

(b) Flush the hose before connecting to the aircraft.


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(c) Requirements for refueling and draining of water depend on the type of the

aircraft.

For detailed instructions see I-125-007 Parts 2 and 4 Ground Handling

Management Manual.

Note: nozzles and connectors of unused hoses shall be protected from

contamination by covering with protective materials or immersed in containers with

chlorinated water.

2.9.5.2 Water supply in freezing conditions.

In order to avoid freezing of water in tanks and water lines at low temperatures

adhere the following:

(a) Drain water from the aircraft tanks.

(b) To avoid liquid freezing, before closing the lid make sure the supply line is

completely empty.

ATTENTION: in order to prevent water supply lines freezing, keep

the cargo compartment doors closed during the period when the aircraft

loading and unloading is not performed. Do not try to remove the frozen

substance from the supply line, connectors or service panel yourselves. Immediately

contact the engineering and technical personnel.

2.9.6 Lavatory service

General information.

Procedure for sink tank handling consists of 3 stages:

(a) Emptying the drain tank (-s);

(b) Flushing the drain tank (-s);

(c) Adding the agents and/or deodorizing concentrate in the required amount.

ATTENTION: Lavatory liquids are corrosive. Before handling inspect

the lavatory service panel for presence of leakages. If blue horizontal traces

are identified remove them and then perform repeated inspection for

presence leakages. Ice growth at high altitude can affect flight performance. Report of

any suspicions of leakage to the Airline representative, maintenance engineer or flight

crew.

2.9.6.1 Sanitary requirements.

(a) Perform lavatory handling only in rubber gloves and protective clothes, and

the face shall be completely protected from harmful discharges.

(b) It is forbidden to leave the lavatory service truck at the location of the water

service truck and near the water filling station.

ATTENTION: the employee servicing the lavatory during shift is

NOT ALLOWED to refuel water tanks.

2.9.6.2 Lavatory handling procedure.


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Requirements for lavatory handling and agents and/or deodorizing concentrate

addition are determined by the aircraft type.

For detailed instructions see I-125-007 Parts 2 and 4 Ground Handling

Management Manual.

Applicability: Report to the engineering and technical personnel of the aircraft

crew:

- If fluid leakage identified;

- Impossibility of opening the drain valve or draining tank itself;

- Report of spills of the liquid drained to the supervisory personnel.

2.9.6.3 Draining.

(a) Drain the contents of the waste disposal system into the lavatory service truck

tank.

(b) Control bleed hose during draining, ensure that the draining tank is

completely empty. As the contents pass from the sink tank to the lavatory service truck

tank, the hose shall be vibrating for a few seconds.

Note: for best results drain the tanks alternately.

2.9.6.4 Handling in freezing conditions.

In order to avoid freezing of water in the aircraft sink tanks and water hoses at

low temperatures, adhere the following:

(a) Drain the contents of the sink tanks when parking the aircraft in the open air

for the period of several hours with the power supply de-energized when the air

temperature is below (or can become below) the freezing point.

(b) Aircraft lavatory system filling is performed only after renewal of the power

supply and as close as possible to the time of the aircraft departure.

(c) To avoid freezing of fluid in the supply hoses before closing the lid ensure the

supply hoses are completely empty.

ATTENTION: Do not try to remove the frozen substance from the

supply line, connectors or service panel yourselves. Immediately contact the

engineering and technical personnel.

2.9.6.5 Unserviceable lavatories.

If the performance of the usual lavatory service is impossible due to they are

unserviceableб request qualified maintenance personnel for assistance, if available (e.g.

if it is necessary to remove panels, etc.).

In absence of engineering and technical personnel, report about the failure the

flight crew or the Airline representative.

2.9.7. Aircraft fueling (according to OM Chapter 8, 8.11 Aircraft Fueling)

1 General provisions


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1.1 Aircraft fueling is performed only with conditioned and prepared for use fuels

– JET A, JET A1, JP8, TS1, RT, TH and their equivalents approved by FCOM with the

provision of flight safety measures.

Aircraft fueling is performed without passengers on board the aircraft.

1.2 In exceptional cases with the presence of passengers on board the aircraft and

with adherence the safety measures defined by the ICAO Airport Services Manual it is

allowed:

- To perform aircraft fueling in a transit airport when it is impossible to perform

passenger disembarkation due to the airport;

- Fuel top-up (discharge) in case of necessity to change the planned fuel quantity

after the beginning of the passenger boarding, including the base airport.

1.3 Aircraft fueling is performed with the permission of the authorized post

holder who is responsible for the aircraft. Persons who allows the aircraft fueling and

the employees who perform it are responsible for the quality and safety of the work

performed.

1.4 Aircraft fueling is performed by using centralized aircraft fueling systems,

special vehicles (fuel tankers) and other fueling facilities that are placed not closer than

5 m from the aircraft end point. Dispensers of these equipment shall be serviceable and

clean, filter caps and filler necks sealed in the prescribed manner.

2. Safety rules during aircraft fueling

Safety zone during aircraft fueling and defueling

Fueling Safety Zone when fueling and defueling the aircraft is defined as an area

with a radius of at least 3 meters from the center-point of all valves of the fuel vent

exits, aircraft fuel tanks, fueling hydrants, fuel hoses around the fueling vehicles. This

radius can be increased at the request of management of the local airport authorities or

the decision of the civil aviation regulators.


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Example of safety zone during Boeing-735 fueling/defueling is shown on the

picture

Catering

Water servicing

Lavatory servicing

Baggage and cargo handling

Aircraft fueling

Baggage and cargo handling

Lavatory servicing

Ground Power Unit

Towbar

Boarding bridge

Air starting unit

Air conditioning


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Within the Fueling Safety Zone, all personnel shall ensure that they:

- Do not smoke;

- Do not use ANY hand held portable electronic devices, including cell phones,

portable music players, portable game units or an earpiece or headset;

- Only use company issued and approved radios, radio telephones, pagers,

torches, lamps and lighting systems. It is forbidden to operate Battery chargers;

- Enter the Fueling Safety Zone only when required to perform present work

duties;

- Assume that fueling is taking place anytime a fuel vehicle is on the stand during

aircraft servicing and fuel hoses connected;

- Do not leave vehicle engines running unnecessarily;

- Position all ground support equipment and vehicles so they do not obstruct the

fueling vehicles' escape route;

- Do not allow any passengers to enter the Fueling Safety Zone;

- Avoid the use (if possible) of motorized ground support equipment within the

Fueling Safety Zone;

- Do not park any equipment in the Fueling Safety Zone;

- Ensure fuel hoses are protected and all ground equipment is kept a minimum of

1 meter (3 ft) away from any fuel hose on the stand that is connected between a fuel

truck and an aircraft.

- Do not perform fueling in conditions of thunderstorm activity;

- Do not connect or disconnect electrical power units from the aircraft;

- Do not place the wires connecting the aircraft with the electrical power units on

the paths of approaching (departure) of the ground support equipment;

- Do not perform fueling (defueling) when fuel is spilled on the stand when the

aircraft or the fuel equipment is doused, fuel is identified inside the aircraft;

- Do not heat engines, products and systems, passenger cabins and cockpit;

- Do not locate the fuel vehicle (fuel tanker, unit) under the aircraft being fueled;

- Do not perform fueling when wheel brakes are overheated.

3. Aircraft fueling procedure

The required trip fuel is determined by JetPlanner calculation

The final decision on the required trip fuel is taken by the PIC.

Aircraft fueling with fuel, lubricants, special fluids and gases are performed by

the Fuel and Lubricants Services employees, engineering and technical personnel,

approved to perform these works.

3.1 Post holders of engineering and technical personnel directly involved in

aircraft fueling/defueling shall ensure:

- Fire extinguishing equipment suitable for at least initial intervention shall be

readily available in the event of a fuel fire and personnel shall be trained in its use;

- There are means of quickly summoning the rescue and firefighting services in

the event of a fire or fuel spill;


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- Present the official responsible for the aircraft maintenance and fueling the Fuel

and Lubricant Voucher, the fuel sample drained from the fuel vehicle drain box, and

obtain permission to perform fueling;

- Perform fuel vehicle power ground, fueling vehicle and aircraft electrical

potential balance cable installation (the place of cable connection to the aircraft –

landing gear structure elements);

- Perform fueling with the specified fuel quantity in compliance with the

established supply mode.

3.2 Prior to fueling the engineering and technical personnel shall:

- Check availability of fire extinguishing means on a stand suitable for at least

initial intervention in the event of a fuel fire and personnel shall be trained in its use;

- Check the availability of means of quick summoning the rescue and firefighting

services;

- Check the validity of the Fuel and Lubricant Voucher and fuel and lubricant

suitability for fueling, conformity of fuel grade to this type of aircraft, content of anti-

icing fuel additive, date and time of the fuel sample drained from the fuel vehicle drain

box, signatures of the Fuel and Lubricants Service officials confirming the records in

the Fuel and Lubricant Voucher;

- Drain fuel sediment from the aircraft tanks and visually check for the absence of

water and mechanical admixtures in it;

- Check fuel sediment drained from the fuel vehicle by the Fuel and Lubricants

Service employee for the absence of water and mechanical admixtures in it;

- Check power ground and fuel vehicle and aircraft electrical potential balance

cable installation.

3.3 After performance the verification of readiness for fueling the permission to

perform it is issued.

Permission for aircraft fueling is issued by the engineering and technical

personnel employee personally if the aircraft is not accepted by the aircraft crew, or in

coordination with PIC (the aircraft crew), if the aircraft is under the aircraft crew

responsibility. In case of aircraft fueling with crew on board the engineering and

technical personnel employee shall coordinate with the aircraft crew or any other person

on board the aircraft having the necessary qualifications the following:

- Radio transmitting frequency (or any other means that ensure direct operative

communication) on which the information on the aircraft fueling start and end will be

transmitted, as well as immediate information in the event of an emergency, fuel

spillage, fuel/aircraft fire;

- Ways and paths of passenger and/or crew evacuation.

Example of phraseology exchange with the crew at the beginning (end) of

fueling:

ETP. «Ground to CABIN flight (aircraft number) No____»


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Crew. « In touch»

ETP. «Start aircraft fueling»

ETP. «GROUND to CABIN flight (aircraft number) No___»

Crew. «In touch»

ETP. «Aircraft fueling finished»

ETP. « GROUND to CABIN flight (aircraft number) No ___»

Э. «In touch»

ETP. «We have an emergency situation (reports what happened)»

Aircraft fueling is prohibited if:

- Fuel is not conforming with the aircraft type;

- During check identified that fuel is improper;

- Fuel and Lubricant Voucher issued incorrectly, or

- Fuel vehicles do not meet the requirements.

Engineering and technical personnel employee defines the required fuel duty and

the necessary fuel amount to the executor (fuel vehicle operator), and also ensures the

distribution of fuel in the aircraft tanks in accordance with the fueling program.

3.4 After the aircraft fueling completion engineering and maintenance personnel

shall:

- Using the aircraft fuel gauge ensure conformity of actual fuel amount to the

defined;

- Check the closure of filler connectors;

- Report PIC about fueling completion (if the aircraft is under crew responsibility)

and receive permission for fuel vehicle departure from the aircraft;

- Ensure safe fuel vehicle departure from the aircraft;

- Remove the aircraft grounding cable and put it in the designated place;

- Drain fuel sediment and visually check for the absence of water and mechanical

admixtures in it.

When any mechanical admixtures, water or ice crystals are found I the fuel

sediment, the technician performs repeated sediment discharge in an amount of at least

20 liters, then he performs fuel cleanliness check.

If mechanical admixtures, water or ice crystals are found again, to establish the

reasons for its occurrence and to resolve the issue of the complete replacement of fuel in

the aircraft tanks and to release aircraft to service Fuel and Lubricant Service and

engineering and technical personnel are summoned.

3.5 Crew member participation in the aircraft fueling is determined by FCOM for

the particular aircraft type.

For the fuel being fueled the Delivery Receipt for Aircraft Fueling with with an

indication of the amount in units of volume and specific gravity is drawn up.


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Crew members (PICs) receive Delivery Receipts for Aircraft Fueling in the Flight

Complex under the signature and shall have Receipts with them during operations or

when they are on a standby duty.

In the case of using fuel for testing engines or for the aircraft APU operation

during maintenance, the maintenance manager issues the expenditure requirement for

the fuel spent that is transferred to the aircraft crew and is attached to the flight task.

3.6 Engineering and technical personnel specialist responsible for performance of

fueling writes in the flight logbook and in record data on the fuel remaining after the

flight, the amount of fuel being fueled with indication of the requirement and the total

amount of fuel on board the aircraft.

In the absence of engineering and technical personnel approved to service the

aircraft, the fuel data is written in the relevant sections of the flight logbook by the

aircraft crew member (second pilot).

3.7. In event of fuel spillage, including fuel spillage during aircraft fueling with

passengers and crew onboard, as well as when fuel vapors are detected inside the

aircraft or in event of any other danger, aircraft fueling and defueling shall be

immediately stopped and effective fire safety measures taken:

- Stop fuel supply (draining), close emergency stop valve, if any;

- Report the fuel spillage to the person responsible for fueling and the PIC or

other person with necessary qualification on board the aircraft;

- summon the rescue and firefighting crew to the place of event

- Notify and summon, if necessary, the relevant airport services;

- Turn off the power supply and de-energize the aircraft;

- Disconnect fuel (draining) hoses from the aircraft; - Secure the area 15 meters from the contaminated area; - Together with the supervisor check whether all the works around the aircraft are

stopped; - Organize coverage of spilled on the stand fuel with fire-extinguishing foam; - Remove fuel vehicle from the aircraft to a distance of at least 75 meters; - Limit aircraft servicing works inside and outside the spillage area; - Tow the aircraft from the stand; - Remove the fuel spilled from the stand, from surfaces and cavities of the

aircraft.


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It is forbidden to park the aircraft on a stand where fuel was spilled until it is completely evaporated.

4. Fueling, fuel top-up (discharge) with passengers onboard Fueling, fuel top-up (discharge) with passengers and crew on board, as well as

during passenger aircraft boarding and disembarkation (hereinafter referred to as aircraft fueling with passengers on board) is performed only in exceptional cases specified in it. 1.2 in compliance with additional safety measures to ensure passenger evacuation in case of fire.

Safety measures are provided by the engineering and technical personnel, cabin crew and flight crew member (members):

- Flight and cabin crew members as well as engineering and technical personnel responsible employee are in their workplaces (at least one of flight crew members or technician is in the cockpit);

- The aircraft crew, service personnel and passengers are warned that the fueling, fuel top-up or discharge will be performed;

- Along with the passengers on board the aircraft is present specially trained personnel (cabin crew) that is able to use fire extinguishing means, instruct and organize emergency passenger evacuation, if necessary;

- All the exits (main and emergency) and areas under them are free in case of an emergency;

- Aerodrome fire-extinguishing equipment is in readiness near the aircraft; - The necessary measures to control passenger boarding (disembarkation) process

are ensured; - At the main aircraft exits are installed at least two airstairs, these exit doors are

opened and there is a cabin crew member at each door. Flight crew member (-s) shall: - Turn on “DO NOT SMOKE” desk»; - Turn off “FASTEN SEATBELTS” desk;


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- Establish communication with the engineering and technical personnel responsible employee;

- Inform cabin crew about start and end of fueling; - Constantly communicate through intercom system (radio) with the engineering

and technical personnel responsible employee in case of appearance of dangerous conditions and situations;

- Be ready to perform passenger evacuation, if necessary. Ground handling / maintenance and technical personnel responsible employee

performs communication with the PIC and shall: - Communicate with the cockpit in accordance with it. 3.3 of this chapter (see

above); - Inform flight crew about start and end of fueling; - Warn flight crew in case of fire; - Inform flight crew on which exits are free from obstacles in case of the

necessity to evacuate passengers; - Stop aircraft fueling in case of emergency of upon pilot demand. Cabin crew shall: - Establish communication with the cockpit; - Warn passengers about the prohibition of smoking on board the aircraft; - Make sure “DO NOT SMOKE” desk and emergency path lighting are turned

on; - Instruct passengers about necessity to be in their seats with seatbelts unfastened

(“FASTEN SEATBELTS” desk shall be turned off); - Prevent passengers from using objects and equipment that cause flame or

sparking (matches, lighters, electric shavers, hair dryers, etc.); - Ensure free access to emergency exits; - Ensure aircraft ground handling (loading of catering, cleaning) in the way not

creating obstacles during passenger evacuation. As a rule fuel vehicle shall be placed on the side opposite to the main exits and

shall not interfere with passenger evacuation. In event of fuel spillage, as well as in cases of fuel vapors detection in passenger

cabin or any other danger, immediately stop aircraft fueling and act in accordance with it. 3.7 of this chapter (see above).

Passengers and persons not participating in departure preparation shall not be in close proximity to the aircraft.

Aircraft fueling procedures shall ensure that the fuel storage, transportation and fueling are performed in accordance with the established standards. Approved fuel specifications contain in FCOM for the aircraft types.

To ensure fuel compliance to the specifications and grade required for aircraft types, it is necessary to perform control procedure (audit) at each point where the Airline performs its aircraft fueling. This procedure provides for regular inspections of the most important indicators of fuel supply system at each point, including at least:

- Fueling objects and equipment; - Operational safety and quality control procedures; - Level of performance of works by personnel.


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These control procedures (audits) of service providers and contractors participating in performance of the Airline aircraft fueling are provided for by the DP-156-009 “Arrangements and Conduct of Audit” in accordance with the programs developed by the Airline Quality Division.

In scope of audits are included the following requirements and recommendations: 1. Ground Handling Services personnel that perform works related to the aircraft

fueling shall undergo the appropriate training and well know all the established communication procedures, as well as be able to apply these procedures clear and fast in case of any dangerous situation. Among the appropriate methods of communication with the flight crew or other competent persons on board the aircraft are: Using internal aircraft communication system, direct personal contact or other methods that provide direct operational communication.

2. Procedures that provide establishing fueling safety zone that covers an area of radius of 6 meters (20 feet) from the fuel tanks, tank valves and fuel vehicles, during fueling operations with passengers and crew on board the aircraft.

The procedures also limit the distance of placement of fuel equipment to the aircraft, that shall be placed in a radius of at least 3 meters (10 feet) from the aircraft filler hatches.

As minimum limitations on the fueling safety zone also provide the prohibition to use or turn on:

- units that can be a source of sparking or fire (for example, matches, welding equipment, torches);

- Portable electronic devices at the inadequate distance from the aircraft filler hatches (including mobile phones, radio receivers, pagers).

3. The agent performing the aircraft fueling shall have the established procedures, providing in events of fuel spillage during aircraft fueling with passengers on board the next immediate actions that aim to ensure:

- Stop aircraft fueling; - Summon the appropriate ground handling divisions personnel or the airport

firefighting service; - Inform the flight crew or other person on board the aircraft having appropriate

qualification. 4. Safety procedures related to aircraft fueling with passengers on board shall

include: - Restriction and procedure for operation and placement of vehicles and ground

support equipment; - Taking measures to ensure that emergency escape paths on ground under the

aircraft exit door (that is not used for the aircraft service) are free; - Maintaining the passage from the aircraft to the terminal building in cases when

the passenger boarding bridge is used; - Placing the airstairs at the aircraft door (-s) usually used for passenger boarding

in cases when the passenger boarding bridge is not used; - Creating a connecting strap between the fuel vehicle and the aircraft to dissipate

the electric charge that can accumulate during fueling; - Prohibition for electric equipment connection and disconnection to the aircraft; - Aircraft APU operating procedures;


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- Prevention of fuel hose damaging; - The requirement to stop fueling when there is a risk of lightning discharge.

2.9.8 Aircraft towing operations

Aircraft towing procedures and procedures connected with towing are performed

using only serviceable ground equipment and special vehicles. Use only towing

equipment designed for the aircraft type, suitable for the weather and surface conditions.

Towing operations are performed in accordance with the aircraft manufacturer's

recommendations set out in the corresponding operational and technical documentation.

Aircraft towing or pushback shall be performed only by specially trained

qualified personnel who have completed training and received permission to tow the

aircraft in the manner prescribed by the organization that is the operator of the towing

operations.

Standard aircraft towing or pushback is considered to be towing or pushback by

the front landing gear on a flat and hard surface.

Before starting towing or pushback, establish two-way communication with the

aircraft crew or aircraft technician in the cockpit. For communication between the cabin

crew and ground personnel performing aircraft towing or pushback, the established

phraseology shall be used. Standard hand signals shall be used for visual

communication with the hands.

Aircraft towing or pushback signals.

Type of signal Towing manager actions Signaling scheme

Towing vehicle

brake removed

Raise your hand just above shoulder

level, squeeze your palm into a fist and,

while maintaining visual contact with the

towing vehicle driver, open your palm

Ready for towing

Extend your arm to the side at a 90 ° angle to

your torso to shoulder level and show your palm

with your thumb up. This tells the towing vehicle

driver that all equipment has been removed from

the aircraft service area, the chocks are removed,

the aircraft is released from the brakes, and the

flight crew has received permission to start

towing/pushback.


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Negative

Wait

Extend your arm to the side at a 90 ° angle

to your torso to shoulder level and show

your palm with your thumb pointing

down. This tells the towing vehicle driver

that the aircraft is not yet ready for towing

and should wait.

Reduce speed

The hand is lowered down along the body

at an angle of 45 degrees, with the palm of

your hand, do "patting" movements

Change towing

direction

Touch your finger to your nose with your

hand at a 90 ° angle to your shoulder.

Then show the direction in which you need

to turn the aircraft

Hand signals while towing

Reduce speed Wing walker to towing vehicle driver

Reduce speed

Ready for

aircraft towing

One arm with a wand is extended above

the head, the other arm with a wand is

extended along the body at an angle of 45°.

Stop aircraft

towing

Crossing movements overhead with arms

extended upward with wands.


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Connect the tow bar to the front aircraft leg, then to the towing vehicle.

Connecting the towing vehicle to the aircraft

Install a tow pin in the lock valve on the nose landing gear to disable the wheel

rotation system.

Type of signal Towing manager actions Signaling scheme

Wait with

aircraft towing

The arms with the wands are extended

downward at an angle of 45 degrees to

the sides. Stay in this position until the

aircraft is cleared to tow.


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Nose landing gear swing system lock

Before towing the aircraft, make sure that the landing gear is locked in the open

position, then install the locking pin (PIN) into the hole in the strut of the nose landing

gear.

Before starting to move, release the aircraft from the parking brake and make sure

that the pressure in the aircraft brake accumulator is normal.

When towing an aircraft, personnel shall stay away from dangerous areas around

the towing vehicle, towbar, engines and wheels of the aircraft chassis. Be sure to

maintain a minimum distance of 3 meters (10 feet) between people on the ground and

the aircraft that is moving.

Nose landing gear maximum swing angle is 78 °, maximum swing angle limits

for standard towing are marked with lines on the nose landing gear doors.

At the end of towing, the last 3 (three) meters shall be performed in a straight

section in order to relieve the load from the chassis from the turning moments. The

wheels of the nose landing gear shall be in neutral position before stopping.

At the end of towing, before disconnecting the towbar, the crew shall receive an

instruction to set the aircraft on the parking brake and hold this position until visual

signals about further actions are received.


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Place a wheel chocks under each gear approximately 2-4 inches (50-100mm)

from the wheels.

Command the crew to release the parking brake and disconnect the towbar first

from the towing vehicle and then from the aircraft.

Remove the locking pin (PIN) from the nose landing gear rotation control unit to

engage the wheel rotation system.

After unlocking the control of the nose landing gear of the aircraft, make sure that

the control handle of the control valve is in the neutral position "NORMAL

POSITION", and the valve plug protrudes from the body by 12 mm.

More detailed information on the towing procedure is set out in I-125-007

“Ground Operations Manual. Part 4. Boeing737-700 / 800 ".

2.10. The procedures for responding the accidents during ground handling

operations are described in RPP-044-001 “Flight Operations Manual”, I-248-001

“Flight Safety Management Manual”, DP-120-001 “Emergency Response Plan” that

aim to:

- Ensure centralized management and coordination of all activities in an event

when it is necessary to respond to major aircraft accident or other undesirable event that

leads to death, serious injuries, significant damage and/or significant irregularities in

operation;

- Timely and correctly classify the emergency situation and choose the right way

of response; - Ensure effective use of all means and resources in order to minimize damage in

emergency situations;

- Ensure collection of all inquiries and determination of causes of occurrence of

the emergency, its consequences for the Airline and environment.

Emergency response procedures that require passenger evacuation from the

aircraft during ground handling operations are described in RPP-044-001 “Flight

Operations Manual”, I-248-001 ?Flight Safety Management Manual”.

Accident and incident related to aircraft ground handling performance data

retention process is described in Chapter 4 of I-248-001 “Flight Safety Management

Manual”.

In event of an emergency requiring passenger and/or crew evacuation arising

during aircraft ground handling operations, the safety of passengers and personnel is of

primary importance. The decision and method of evacuation will depend on the

circumstances and at the discretion of PIC and/or authorized authority. Personnel

involved in the aircraft ground handling shall be aware of their specific duties in the

event of an emergency, undergo briefings and training, including periodic evacuation

exercises and practices.

Types of emergencies requiring immediate evacuation:


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1. Aircraft fire:

Inform PIC or authorized employee, emergency services and the airport

administration. Take measures to evacuate passengers and personnel.

Try to extinguish fire. Provision of safety on site.

2 Dangerous goods incidents:

Inform PIC or authorized employee, emergency services and the airport

administration. Evacuate all persons, if necessary. Fence out territory, stop cargo

handling and identify the source of threat.

3. Safety information (threats):

Evaluate threats and follow the appropriate instructions.

Evacuate all the persons, if necessary. Restrict vehicle movement.

General principles in an event of emergency: do not use electrical devices,

portable electronic devices, cameras, including flashes. Restrict vehicle movement.

Fence out the territory and follow the emergency services instructions. Control the

potential sources of ignition.

2.11 Hand signals

2.11.1 Introduction

In order to standardize “ground staff–ground staff” communication or “ground staff–

flight crew” communication, the following hand signals are defined:

(a) Guide Man Hand Signals–to be used by a specific guide man in direct liaison with

the equipment operator to facilitate movements of any type of GSE.

(b) Marshalling Hand Signals–to be used by ground staff, to assist the flight crew during

maneuvering of the aircraft and engine starting.

(c) Technical/Servicing Hand Signals–to be used by ground staff to communicate

technical/servicing information to flight crew, and by flight crew to communicate

technical/servicing information to ground staff.

(d) Pushback Hand Signals–to be used during the towing vehicle/towbar сonnection /

disconnection process, and at the start and end of the pushback operation.

2.11.2 Conditions of using hand signals

The person giving the hand signals shall:

(a) Use only approved hand signals.

(b) Be clearly identified to avoid any possible confusion.

(c) Maintain the same role throughout the procedure.

(d) Keep in constant, visual contact with the other ground staff and flight crew

throughout the maneuver. If visual contact is lost, the operation must stop and not re-

commence until visual contact is re-established.

(Е) Stay away from the specified path of movement of the vehicle / aircraft,

where possible.


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2.11.3. Guide Man Hand Signals (for the ground equipment operators)

To attract operator’s attention and take command:

Arms held above head in vertical position with palms, facing forward.

Meaning: I am in charge of this maneuver. You will take orders only from me.

Forward Movement (Toward man):

Arms a little aside and repeatedly moving upwards, backwards, beckoning onwards.

Backward Movement:


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Arms by sides, palms facing forward, swept forward and upward repeatedly.

Turn right:

Left arm downward, hand extended, right arm repeatedly moved upward backward. Speed of arm

movement indicating rate of turn.

Turn left:

Right arm downward, hand extended, left arm repeatedly moved upward backward. Speed of arm

movement indicating rate of turn.


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Lift:

Stretch both arms toward load or equipment, palm up, hand movement in upward direction.

Lower:

Stretch both arms toward load or equipment, palm down, hand movement in downward direction.

Indicate distance:

Distance shown between hands must correspond exactly with existing margin.

Stop:


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Arm repeatedly crossed above head (the speed of the arm movement must be related to the urgency of

the stop).

Immediate stop: Hands cross over head with clenched fists.

OK. All is clear or continue by your own or drive away:

Lift stretched right arm, hand closed, thumb raised.

Chocks inserted; Stabilizers on:

Arms down, hand closed facing inward, thumbs extended, move arms inwards.

Chocks removed; Stabilizers off:


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Arms down, hands closed facing outward, thumbs extended, move arms outward.

To interrupt power source (Electricity, fuel, air):

Right arm and hand level with shoulder, palm downward horizontally swinging from extended

arm to throat

Stop engine:

Right arm and hand level with shoulder, palm downward, hand on throat making horizontal move to

the right, passing hand across throat.

To connect or disconnect:


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Raise left arm and hand, with fingers extended horizontally

Connect: Right hand with clenched fist moving upward to contact left palm

Disconnect: Right hand with clenched fist leaving left palm downward.

Brakes on/off:

Right arm and hand raised horizontally in front of body.

Release brakes: With fist clenched, then extend fingers, palm inward.

Engage brakes: With extended fingers, palm inward, then clench fist.


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2.12. Aircraft preflight inspection

As a part of aviation security ensuring before departure at the initial departure

point of an international flight all aircraft shall be subject to a preflight inspection

procedure in order to ensure that prohibited items were not carried onboard. Aircraft

preflight inspection is performed by specially trained for these purposes airport Aviation

Security Service employees. Engineering and technical personnel specialists and flight

crew members are involved in the aircraft preflight inspection. If necessary, other

specialists can be involved.

Aircraft preflight inspection is performed in accordance with the instruction

containing area list of inspection by aircraft type developed by the airport

administration and coordinated with the Federal Agency for Transport Supervision

territorial body, customs and border authorities.

Before international flight operation representatives of customs and border

authorities take part in the aircraft preflight inspection.

The Airline provides a scheme of the aircraft preflight and additional inspection

on board each aircraft for security purposes and information on the least dangerous

places to accommodate the possible explosive device.

On board the aircraft in a set of flight documentation there are also other

reference materials that facilitate effective aircraft inspection. It is prohibited to simplify

aircraft preflight inspection.

Aircraft preflight inspection is performed before passenger boarding, loading if

baggage, cargo, mail and catering. The passengers on a stand are under the constant

airport Aviation Security Service personnel supervision.

Aircraft preflight inspection is performed only after all supporting services

employees (catering, souvenir production suppliers, cleaning specialists, etc.) providing

preflight services leave the aircraft.

Only airport (the Airline) personnel have the right to access stand and the aircraft

during preflight inspection to perform their maintenance and the aircraft operation

duties.

Aircraft inspection if performed in accordance with the area list of aircraft

inspection that have been developed and approved for this aircraft type and its

modification.

To provide access to all compartments to be checked it is necessary to open all

entrance doors, hatches, air blow-off and tapping ducts, covers, removable panels for

maintenance and access to equipment, etc.

All aircraft cabins (compartments), doors (panels, hatches) that can be opened are

subject to the inspection. Equipment installation places in, after or under which (the

most difficult areas to reach) an explosive device can be placed as well as unauthorized

persons can hide.

Explosive device search shall be performed with observing precautions, in unlit

and hard-to-reach places illumination and hinged rectangular mirrors.


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If the door, compartment or device is sealed properly and there are no signs of

attempting to open it, the inspection decision is taken depending on the situation.

Aircraft preflight inspection is to be started from the aircraft center to the nose

and from the center to the tail, dividing the aircraft into two parts and limiting each zone

to places of possible passenger and crew member access.

The inspection procedure for each section begins at the floor level, then are

inspected walls and ceiling, ate the same time are inspected places easily accessible for

passengers, paying attention to those items (books, household devices) that are in places

not intended for them.

Also are inspected the areas and items causing the least suspicion.

After airport Aviation Security Service employees performed the aircraft preflight

inspection, engineering and technical personnel employees shall make sure that all

doors, hatches and panels are closed and all removed, shifted and displaced items and

equipment are in place.

After inspection aircraft shall be under constant airport Aviation Security Service

guard until all doors are closed and airstairs departs.

Inspection results are documented.

Aircraft additional inspection is performed in event of receiving information

about the threat of an act of unlawful interference.

Aircraft additional (special) inspection is performed in accordance with the

instruction containing area list of inspection by aircraft type developed by the airport

administration and coordinated with the Federal Agency for Transport Supervision

territorial body, customs and border authorities.

Aircraft additional (special) inspection is performed by special group consisting

of airport Aviation Security Service employees, engineering and technical personnel

specialists and explosives expert.

When performing an additional inspection are performed all preflight inspection

operations and operations provided by the area list of additional inspection for this

aircraft type.

At airports with increased aviation security threat, are taken measures for the

aircraft cabin inspection during transit stop in order to prevent the possibility to abandon

any items by disembarked passengers. To do this passengers for a period of transit stop

leave the aircraft, after what the airport Aviation Security Service employees and flight

crew members perform the passenger cabin inspection. Any items identified during

inspection are considered suspicious and measures to remove them from the aircraft are

taken.

If the inspection will be unsuccessful and the threat of an incident continues to

exist, then the aircraft is left at the indicated stand for a period corresponding to the time

of the planned aircraft landing at the destination point.


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After the aircraft preflight inspection is performed, engineering and technical

personnel specialists shall make sure that all doors, hatches and panels are closed and all

removed, shifted and displaced items and equipment are in place.

Employees performed the aircraft inspection, crew members and service

personnel shall move to a distance no closer than 100 meters from the aircraft.

In case of necessity the in-flight aircraft inspection is performed by the aircraft

crew members in accordance with the developed by the Airline Instruction on In-flight

Aircraft Inspection with scheme and area list of inspection by aircraft type and the

information on the least dangerous places to accommodate the possible explosive device

in case of its detection on board the aircraft.

If the explosive device is not detected during the in-flight aircraft inspection, the

additional Airline aircraft inspection is performed after landing, taxiing to the special

stand and passenger evacuation.

The results of preflight and additional aircraft inspection are documented.


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CHAPTER 3

PASSENGER HANDLING


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CONTENT

3.1 Passenger handling…………………….………………………………. 3.1.1. Passenger registration…………………………………………………… 3.1.2. Passenger registration…..…………………………………………….…. 3.1.3. Passenger boarding….…………………………………………………… 3.1.4. Passenger handling upon aircraft arrival………………………………… 3.1.5. Special categories of passengers handling………………………………. 3.1.6. Passenger handling during flight irregularities..…………………………

3.2 Baggage transportation procedures………………………………….. 3.2.1 Free baggage allowance……………..…………………………………. 3.3. Dangerous goods transported by passengers or crew members.


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3.1 Passenger handling

3.1.1 Passenger documents

Passenger ticket and baggage receipt.

Passenger ticket and baggage receipt (hereinafter referred to as ticket) are the

documents certifying the execution of passenger air carriage agreement and conditions.

The ticket is not transferable for use by other person.

Ticket validity.

Ticket is valid for passenger and his baggage transportation from the departure

point to the on-route destination point and for class of service indicated in it. Each flight

coupon is valid for transportation of passenger and his baggage only on the route

section, service class, date and flight number for which it was issued for.

If the ticket was issued without indication of booking (with open departure date),

then the place is booked in accordance with the passenger request if there are free seats

on a requested flight.

Place and date of the ticket issue shall be indicated in all of its flight coupons.

Ticket issued at a normal (full) fare is valid for carriage of a passenger and his baggage

during the year starting from the date of commencement of transportation, and if none

of flight coupons were used, then from the date of issue of the ticket.

Ticket issued at a special fare is valid for transportation of passenger and his

baggage in terms set by this Fare Rules.

A passenger have the right for transportation only if he has the valid ticket duly

executed and issued by the Carrier, the Airline agent or any other carrier whose

shipping documents are recognized as valid for transportation of passenger and his

baggage on the Airline flights.

A passenger is not allowed for transportation if the ticket he passed contains

corrections or changes made by a person other than Carrier or the Airline agent. In an

event if the passenger changes the terms of passenger air carriage agreement before it

begins, the new ticket is issued to the passenger. If the terms of air carriage agreement

changes after it begins, the change can be made by using a sticker that has columns

corresponding to the ticket columns to be changed and is pasted into the ticket only if

the route and transportation cost do not change. The ticket is issued only after payment

of the relevant fare.

Issuing a ticket by wire transfer or free of charge can be made only after all the

requirements established by the rules and instructions of the Airline have been fulfilled.

Ticket validity period change and its modification.

Ticket validity period is extended until the next Airline flight, which has a free

seat of the class of service that corresponds to the originally paid fare, if the passenger

could not make the flight during the initial ticket validity period in case of:

- cancellation of the flight for which the passenger has booked a seat;;

- Cancellation of the aircraft stop according to the flight schedule in the point,

which for the passenger is the point of departure, destination, transfer or stop-over);


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- The flight is not performed according to the time specified in schedule;

- Service according to еру class indicated in the ticket not provided;

- Not provided the seat booked by passenger in advance.

In these cases ticket validity period is extended without extra charges.

If a passenger who has a ticket paid at a normal or a special fare with a ticket

expiration date of one year requests a seat booking, and the Carrier is not able to

provide a seat during the ticket validity period, then the validity period of such a ticket

is extended to the next Airline flight, which has a free seat of that class of service,

which corresponds to the originally paid fare.

If a passenger has not been able to complete a flight that has begun during the

period of validity of the ticket due to his illness or illness of a member of his family,

then the validity of such a ticket is extended until the date when, according to a medical

conclusion, he or his family member will be able to fly, or after this date to the next

flight of the Airline, on which there are vacancies of the class of service corresponding

to the originally paid fare. A different procedure may be stipulated in the rules for

applying each specific fare of the Airline.

Ticket refund

The amount of refund for the unused ticket or part of the ticket is determined in

accordance with the Airline rules for the application of fares and instructions.

As an involuntary refusal of passenger transportation is deemed a refusal in the

event of:

• Flight indicated in the ticket cancellation or delay;

• Change of flight route by Carrier;

• Performance of flight not on the schedule;

• Failed passenger transportation due to the inability to provide him with a seat

for the flight and the date specified in the ticket;

• Failed passenger transportation on the aircraft, caused by the delay of the

passenger at the airport due to the duration of his inspection, if during the inspection of

baggage or personal passenger inspection no substances or objects prohibited for

transportation were identified;

• The Carrier failed to ensure flight connection in case of performance whole

flight as specified in the ticket;

• In the case of the passenger illness or illness of a member of his family/close

relative, travelling by the aircraft together with him, what is confirmed by a medical

certificate with an explicit indication of contraindications to the flight on the date of

departure indicated in the ticket, and upon condition that the Carrier was notified before

the end of the time for passenger registration to the flight indicated in the ticket. A

medical certificate can be provided to the Carrier in electronic form, but the carrier

retains the right to request the original of the certificate in exceptional cases.

Involuntary return of the medical passenger to family members/close relatives is made

upon submission of documents confirming the relationship;


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• In the event of the passenger’s death or the death of a member of his family or a

close relative, which is confirmed by a death certificate and, if necessary, documents

confirming the relationship, and upon condition that the Carrier was notified before the end

of the time for passenger registration to the flight indicated in the ticket. The death certificate

may be provided to the Airline in electronic form, but the carrier retains the right to request a

certified copy of this certificate in exceptional cases. Family members - spouses, parents and

children (adoptive parents and adopted children); Close relatives are grandfathers,

grandmothers and grandchildren, full and half brothers and sisters.

A passenger’s refusal of carriage in other cases not provided in this list shall be

recognized as a voluntary carriage refusal.

Booking statuses.

Booking a seat is a necessary condition for passenger transportation.

Until the carriage has been fully paid and the relevant transportation documents (ticket

or MCO) have been drawn up, the booking is considered advanced and can be canceled

without notifying the passenger.

The following booking statuses exist:

ОК – confirmed booking;

WL – booking on waiting list;

RQ – Booking in the status of "son request", remaining unconfirmed;

OPEN – ticket without advanced booking;

SA – Space available, applied for duty passengers;

NS – Booking does not provide for a separate seat.

Ticket loss, ticket copy issue.

A person who does not have or does not produce a valid and duly issued ticket

containing passenger and other relevant flight coupons is not allowed for transportation.

If the passenger declared ticket as lost, incorrectly issued, or damaged, the Carrier

is obliged to take all measures depending on him to establish the fact of conclusion of

the passenger's air carriage agreement. If will be established that the passenger air

carriage agreement has actually been concluded, the Carrier accepts the passenger for

transportation in accordance with the terms of the concluded passenger air carriage

agreement with the appropriate ticket issuance. If will be established determined that the

passenger air carriage agreement was not concluded, the ticket is considered invalid and

the passenger is not allowed for transportation. The ticket considered by the Carrier as

invalid shall be annulled with the drawing up of an act stating the reasons for

considering the ticket invalid.

The absence, incorrectness of registration due to the Airline fault or its agent, or

the ticket loss does not affect neither the existence, nor the validity of the passenger air

carriage agreement.

Miscellaneous charges order.


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Miscellaneous Charges Order (MCO) is a payment document issued to a

passenger by a carrier or his agent to confirm payment of a ticket, excess baggage or

related services associated with the fulfillment or change of transportation conditions.

There are 2 MCO types: specified and non-specified.

Specified MCO is issued for payment of a specific type of service: reticketing,

hotel payment, booking a car, etc.

The cost for which a specific MCO can be issued is not limited.

Non-specified MCO is issued without specifying any type of services. As

payment for services is made, the funds are written off by entering the amount spent in a

certain column and withdrawing the coupon. Non-specified MCOs can be issued for an

amount of not more than 750 USD (IATA Resolution No. 725a).

Electronic Miscellaneous Document (EMD)

Excess baggage ticket.

Excess baggage ticket is a document certifying payment for baggage exceeding

the free baggage allowance transportation or items whose carriage is subject to

mandatory payment, as well as certifying payment of fees for the baggage declared

value.

Flight interruption manifest (FIM).

Transportation document issued by the Airline to a passenger in case of

involuntary rerouting or in case of impossibility to perform (continue) the

transportation, under the condition when the use of flight coupons of the passenger

ticket is impossible, as well as it is not possible to reissue the original ticket on the new

route.

Passenger personal documents (passport, visa).

The passenger is responsible for obtaining all necessary travel documents, visas,

permits, etc., as well as for compliance with all applicable country of departure, arrival

and transit laws on departure, entry and transit. The airline is not responsible towards

the passenger if the he will not receive such documents or visas, or will not comply with

the requirements of applicable laws.

At the request of the Airline, the passenger is obliged to present to authorized

persons, representatives of relevant state bodies all documents for departure, entry,

transit, health and other documents required by applicable legislation, and also to allow

the Airline to make and keep copies of documents, or otherwise to retain the data

contained in the relevant documents, if the Airline considers it necessary.

The Airline has the right to deny in carriage to a passenger who has not complied

with the applicable laws, or has not properly executed the documents (including in the

absence of a visa, money, a return ticket, etc.) or refused to present them.

Conditions of denial to passenger in carriage.

The airline may unilaterally terminate the passenger air carriage agreement in the

following cases:


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- violation by a passenger of passport, customs, sanitary and other requirements

established by the legislation of the Russian Federation regarding air transportation

during international air transportation, as well as rules determined by the relevant

authorities of the state of departure, destination or transit;

- The passenger refusal to fulfil the requirements of the federal aviation

regulations;

- if the aircraft passenger health requires special air carriage conditions or

threatens the passenger or other persons safety, as evidenced by medical records, as well

as creates disorder and unavoidable inconvenience for other persons;

- The passenger refusal to pay for the transportation of his baggage in the amount

and under the conditions stipulated by the passenger air carriage agreement;

- The passenger refusal to pay for the carriage of the child travelling with him,

with the exception of cases provided for by sub-item 3 of item 2 of Article 106 of the

Air Code of the Russian Federation;

- The passenger violation of rules of conduct on board the aircraft, endangering

the aircraft flight safety, or threatening the other persons life or health, and the

passenger’s nonfulfillment of the PIC orders demanded in accordance with article 58 of

the Air Code of the Russian Federation;

-If the passenger is entered by the Carrier into the register of persons limited for

air carriage in accordance with the applicable legislation;

- The presence of items, objects or substances prohibited to be carried by air in

the passenger belongings, as well as in his baggage and cargo.

Electronic ticket

Electronic ticket or e-ticket is an electronic form of a ticket, offered instead of the

usual form. Booking of such a ticket for a flight is performed in a standard way, where

travel information reflected on a ticket is not printed on the form, but is stored in the

Airline's database in electronic form. In this regard, it cannot be forgotten, lost or stolen.

If the ticket purchase is made on the website, then after payment, the passenger receives

a confirmation of the flight (itinerary receipt) by email. By this confirmation, you can

verify the data on the ticket paid.

Flight confirmation contains full information about the route, form and details of

payment for transportation, similar to a paper ticket. Passengers are advised to have it

with them throughout the travel. All changes in the electronic ticket, as well as the

rejection of it, are possible strictly in accordance with the conditions specified in the

fare rules, which can be found at the time of purchase.

To register at the airport adults need a passport and a birth certificate for children.

Flight confirmation (itinerary receipt) is convenient as it contains all the flight

data, so it is recommended to have it with you at the airport, although this is not

necessary for registration.

When flying abroad, flight confirmation is necessary during the passage of

passport control, as evidence that the passenger has a return ticket or follows the route.


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Also, at some Russian airports, flight confirmation may be necessary to present to the

Aviation Security Services before entering the airport. For this reason passengers are

recommended to take flight confirmation with them.

3.1.2 Passenger registration

General conditions

In order to comply with the formalities associated with the departure procedure,

the passenger shall arrive at the check-in or to the checkpoint with the necessary travel

documents noе later than the time specified by the Airline (its agent).

If the passenger arrives at the check-in or to the checkpoint at the end of the time

of passenger registration or will come without the necessary travel documents, the

Airline has the right to cancel the booking and is not obliged to delay the flight

departure.

The airline provides passenger warning about the end of check-in. Different

airports may use different ways for passenger check-in.

The airline provides procedures for detecting restricted or dangerous items with

passengers or in their baggage prior to passenger boarding on board the aircraft, if there

are such. For this purpose prior to check-in the passenger is provided with information

containing a warning about the types of dangerous items that are prohibited for

transportation by air. As a minimum, this information is provided:

- On the passenger's ticket or otherwise so that the passenger receives it before or

during check-in;

- with the help of announcements that shall be posted in sufficient quantity so that

they can be clearly seen in the airport where tickets are sold to passengers, their check-

in, boarding and baggage claim and in any other places where the passenger is checked.

At the check-in desks, information on items, types of dangerous goods and

substances prohibited for carriage in passengers' baggage and in the aircraft cabin is

published as a memo. The current edition of the IATA Dangerous Goods Regulations

(DGR) and ICAO Regulations on the Transport of Dangerous Goods (ICAO TI) or

equivalent documentation shall be available at each operational site where ground

support activities, passenger registration and/or passenger boarding/disembarkation are

performed. If the airport is given the opportunity to check-in independently, through the self-

check-in kiosk, without involving any other person, during the self-check-in process, the passenger, using the interface means, confirms that he is familiar with the list of items and substances prohibited for transportation on board the aircraft. The system does not allow you to complete the check-in process until the passenger or the person acting on behalf of the passenger confirms that they understand the prohibitions against dangerous goods in the hold baggage, cabin baggage and passenger belongings.

On-line check-in presupposes the independent passenger check-in (without the participation of the Airline’s personnel, through the Internet at home or in the office). Passengers registered on-line have an appropriate remark to the Automatized control system for shipments and are subject to mandatory verification of all documents for


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departure, entry, transit, health status and other documents required by the legislation in the airport.

In the process of self-registration, the passenger by means of the interface

confirms that he is familiar with the list of items and substances prohibited for carriage

on board the aircraft. The system does not allow you to complete the check-in process

until the passenger or the person acting on behalf of the passenger confirms that they

understand the prohibitions on dangerous goods in baggage.

Passengers and crew members ARE PROHIBITED to park in the baggage

electronic cigarettes and chargers for them, as well as other portable electronic

smoking devices powered by batteries. Electronic cigarettes can only be carried in

cabin baggage.

If it is necessary to transport dangerous items, accurate information regarding

dangerous items on board the aircraft shall be communicated to the PIC as soon as

possible before departure, as circumstances allow.

Check-in counters shall look attractive and contain the necessary information

about the flight number, destination, departure time, as well as about the rules of

transportation of cabin baggage, piercing, cutting and other dangerous items and the

prohibition of smoking on board the aircraft.

Economy class passengers queue time is not more than 20 minutes.

The Airline is obliged to take into account the interests of passengers to whom

shall be given priority in the acceptance for transportation:

Transit, transfer passengers;

Frequently flying passengers under the Airline Award Program;

Unaccompanied minors;

Passengers requiring assistance or special care and passengers of old age;

Passengers who have restrictions on the visa duration;

Passengers with children;

Groups and families traveling together.

Prior to registration:

(a) Start and test equipment.

(b) Ensure scales are functioning.

(c) Stock boarding card and bag tag printers as per operating airline requirements.

(d) Ensure adequate stock of any other operating airline required tags.

(д) Provide a display of electronic and printed airline identification, with required

flight information.

(е) Ensure that the information containing a warning about the types of dangerous

objects is provided in a well-visible place.

Registration is a sequence of steps that includes registering a customer and their

baggage with DCS or a manual system, baggage tagging and issuing one or more


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boarding passes. Boarding passes containing passenger data shall be issued to all

passengers either on paper or in electronic form.

Check-in types

1. Automated check-in.

If the airport of departure is equipped with an automated departure control system

(ACS), then passenger and baggage check-in is performed using such a system.

Performance of check-in using the ACS considers entering information about the

passenger and baggage using a PC, automated systematization and data calculation, as

well as automated printing of boarding passes and baggage tags.

Flight documentation is also issued in an automated mode. The data obtained

using the automated system, have priority over the data obtained when calculating

manually (for flight coupons, manifests, etc.)

2. Manual check-in.

If the airport has no automated departure control system, check-in for flights is

performed manually using the appropriate consumables. Under normal conditions,

consumables are stored in a utility room kept under lock and key, access to which is

provided to persons specially appointed by the head of passenger transportation

management service.

With the manual check-in method, the following documents shall be formed:

boarding pass on which the passenger's last name, flight number, date,

destination, boarding close-off time, boarding gate area, seat number on board the

aircraft and the boarding pass number are indicated;

- baggage tag indicating destination, flight number, baggage tag number;

- passenger manifest, where the names of passengers, their registration numbers,

the number and weight of baggage (cabin and hold baggage), the presence and weight

of excess baggage, baggage tag numbers, as well as the passenger category (adult, child

or infant up to 2 years old). The data are calculated manually using a manifest with

verification of flight coupons withdrawn at the registration.

Check-in start and end time

Check-in counter opens not later than 2 hours before the departure time indicated

in the schedule for all aircraft types. Check-in for the flight closes 40 minutes before

departure. However, depending on the technical equipment of specific airports check-in

closure time may vary. Check-in counter closes not later than 20 minutes before the

aircraft departure.

Passenger screening procedure

In order to ensure flight safety is performed special control and inspection of

departing passengers, their hold and cabin baggage.

Screening is performed by specially trained airport Aviation Security Service

employees.

The term Special Control means a set of measures performed in accordance with

the established rules for the screening to identify presence in passengers cabin or hold


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baggage objects and substances prohibited for transportation by air (or items allowed to

be carried only in hold baggage). If such undeclared dangerous objects are identified,

Aviation Security Service officers draw up a report for the relevant authority (with

indication of the state of the place of the event) - see Appendix 4.

Aviation Security Service officer performs control at the inspection area entrance.

There are checked:

- The passenger has identification document;

- Ticket for the identified flight (E-ticket itinerary receipt).

Aviation Security Service inspector performs screening of passengers, cabin and

hold baggage using technical control equipment.

Special control is an integral part of the general passenger service technological

process and is performed by Aviation Security Service experts who have undergone

special training.

Check-in procedure

The agent responsible for passenger check-in:

- politely asks the passenger to present his documents (itinerary receipt if

available, passport, visa, etc.);

- checks ticket validity, route, flight, date, carrier, booking status, class and

restrictions;

- check the final destination in the ticket and agree it with the passenger;

- checks the passenger's identity against the submitted travel document, including

dates of birth, document validity period, visual comparison of the passenger's photo, and

make sure that the name on the travel document matches the booked name;

- reports any document that has signs of forgery;

- checks for the presence of a passenger in DCS and view any special remarks;

- checks travel documents for transit and / or destination requirements;

- checks visa or entry conditions or restrictions, if necessary;

- if a problem with the document identified, notify the authorized employee who

will contact the appropriate authority for assistance.

After checking the documents for validity and belonging to this passenger, the agent checks the presence of the passenger's name in the PNL, confirms that the passenger has an order for additional services. After that, the agent offers the passenger to choose a seat in the aircraft cabin and put belongings on the scales. Passengers seated at emergency exits shall not be categorized as persons with special needs. The agent questions the passenger about the contents of cabin baggage for possible concealed dangerous objects and inform the passenger about security requirements. Passengers shall be warned that certain dangerous baggage contents (for example, some portable electronic devices, spare lithium batteries, portable chargers are specifically prohibited for carriage as hold baggage in the aircraft cargo


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compartment and shall be removed from hold baggage to the cabin, when the baggage cannot be placed in the passenger compartment. Note: Reserve batteries and portable chargers shall be individually protected to prevent short circuits

by placing them in consumer package or by terminal insulation, for example, by wrapping tape around

open poles or placing them in a separate plastic bag or protective bag.

If portable electronic devices with lithium batteries installed are authorized for carriage

in hold baggage, the passenger shall take measures to prevent their spontaneous

activation. In all cases, the device must be "off".

The agent checks the integrity and reliability of the baggage packing, the

presence of name tags and also determines, focusing on the passenger’s desire,

belongings that the passenger can take as cabin baggage. If there is no name tag, the

agent will offer the passenger to fill it in.

During check-in process the agent pays attention to the passenger physical

condition and his behavior, the ability of the passenger to fully understand the

information, as well as the possibility of infectious diseases, intoxication (alcohol,

drugs). An additional survey may be required to accept this passenger for transportation.

If such passengers are identified, the agent must inform the senior dispatcher (manager)

and the Airline representative (employee). Dispatcher (manager) reports the information

on such passenger to the applicable authorities.

Passengers may be denied in transportation for medical reasons and on the basis

of general conditions. Passenger may be denied in transportation in the following cases:

- The person has such a degree of physical condition that transportation is likely

to lead to complications or death.

- The person requires individual care or care during the flight, but travels without

an accompanying person.

- The person who, because of his physical or medical condition, pose a direct

threat to the health or safety of other passengers, their property, the aircraft or crew that

cannot be eliminated by providing additional aid or services or by other means (e.g. face

masks, separate seating).

- The passenger ignores or refuses to accept transportation special conditions

required by the airline policy.

- The passenger has an infectious disease.

In case of denial, inform the passenger and explain the reason for the denial with

reference to the common rules of transportation.

Baggage, which the passenger wants to take with him to the cabin, service agent

marks as “Approved cabin baggage” and strictly controls in accordance with the

established “Approved cabin baggage" allowance, except for the items listed below that

are not subject for registration and are not marked with tags: a backpack, the weight and

dimensions of which do not exceed the cabin baggage allowance or a handbag, or a

briefcase with belongings inserted in such a backpack, bag or briefcase; bunch of

flowers; outer garments; infant food for the infant during the flight; suit in a suit bag;


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when transporting an infant, baby transportation device (baby cot, restraint devices

(systems) for children under 2 years, baby strollers and other device) the dimensions of

which correspond to the cabin baggage allowance regulations, and that allow to be

safely placed in the aircraft cabin on the shelf above the passenger seat or under the seat

in front; medications, special dietary needs in the quantity required for the flight

duration; crutches, canes, walkers, rollators, a folding wheelchair used by the passenger

and having dimensions that allow to be safely placed in the aircraft cabin on the shelf

above the passenger seat or under the seat in front; goods purchased in duty-free shops

at the airport, packed in a sealed plastic bag, the weight and dimensions of which are set

by the Airline rules.

After baggage weighing, the agent enters the passenger and baggage data into the

Automatized control system, prints the boarding pass and baggage tags. The agent

makes an entry in the passenger flight coupon about the amount and weight of cabin and

hold baggage, as well as about the amount (weight) of excess baggage, if any.

At the end of check-in, the agent wishes the passenger a pleasant flight.

The passenger needing escorting (persons with reduced mobility, unaccompanied

minors), explain the sequence of his actions before boarding the aircraft. Passengers

with reduced mobility confirm the provision of services by specially trained personnel.

The passenger has the right to declare the value of his hold baggage. The value of

hold baggage is declared for each piece of baggage separately.

For transportation of baggage with a declared value, a fee is charged, the amount

of which is determined by the Сarrier.

Payment for transportation of baggage with a declared value is certified by an

order of different charges or a receipt for payment of excess baggage, which indicates

the points between which the passenger claims the transportation of baggage with a

declared value. In the presence of excess baggage, the agent offers the passenger to go

to the ticket office to pay for the baggage and indicates its location. After the passenger

returns from the ticket office, the agent withdraws the flight coupon of the paid

baggage, verifying the correctness of its registration (destination, ticket number,

validator, weight), sends the passenger's baggage and gives him boarding passes and tag

stubs.

Check-in closure

When closing check-in agent calculates the number of pieces of accepted

baggage, checks and recounts flight coupons and the number of passengers with an

electronic ticket, enters the necessary information to the Automatized control system

and reports on readiness to close the flight to the appropriate departments. In case of

manual registration, the agent calculates the data on the passenger manifest and flight

coupons, after what transfers them to the appropriate Airline departments or to the

authorized ground handling agent.

Upon check-in results the following data shall be obtained:

- The number of passengers by category (adult, child or infant under 2 years);


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- The number of occupied seats in service classes;

- the number and weight of baggage (hold and cabin baggage) by category (local,

transfer, transit, VIP, diplomatic mail);

- The presence and weight of paid baggage.

Check-in late passengers.

If a passenger arrives at check-in after its closure, he can be accepted for

transportation, under condition that the Airline does not have the risk of delaying the

flight or inconvenience other passengers. In case of impossibility to issue boarding

passes and baggage tags in an automated mode, these documents are issued to the

passenger manually, followed by the mandatory entry of data into the Automatic

Control System.

If a late passenger has baggage that needs to be checked in but cannot be

delivered to the aircraft in the usual way, such baggage is transported to the aircraft side

by the passenger himself, and then loaded into the aircraft by the Airline (agent).

Documentation safety.

All materials used in passenger handling and containing passenger and baggage

data (for example, boarding passes, baggage tags, FIM, vouchers, stamps) shall always

be protected or supervised to prevent unauthorized access and use. Printed material,

such as boarding passes, passenger lists, etc., can be duplicated during check-in, and

therefore can remain after work is finished. Dispose of these documents in accordance

with the data protection regulations, as they contain passenger data.

Dispatch control systems (check-in systems) shall be protected or supervised to

prevent unauthorized access:

(a) Follow requirements of the instructions in order to prevent unauthorized use

and access to unreleased (clean) boarding passes.

(b) Before leaving the check-in counter, remove boarding passes and baggage

tags from the appropriate printers and remove (close) them.

(c) Before leaving the check-in counter, log out and close the system.

(d) Follow instructions for using passwords.

3.1.3 Passenger boarding

Boarding the aircraft is made only after the inspection of passengers, their cabin

and hold baggage and begins on the readiness of the aircraft. However, an

announcement for passengers can be made earlier in order to ensure that passengers

pass special control in a timely manner. The announcement of the boarding beginning

can be made only if there is every reason to believe that the flight will take place at the

scheduled time. When the boarding is announced, the Carrier, flight number,

destination, gate number and departure gate are indicated.

The announcement of the boarding beginning is performed at the time stipulated

by the local airport procedures, and corresponds to the time specified in the boarding

pass.


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Announcements are pronounced loud and clear:

- at airports of the Russian Federation when performing domestic and

international flights in Russian and English;

- в международных аэропортах на языке страны пребывания и

английском языке.

Passengers requiring assistance with boarding (ill, persons with reduced mobility,

unaccompanied minors), as well as persons who need special control (deportees, not

allowed to enter the country, etc.) are invited to board first, before boarding the rest of

passengers.

During passenger boarding:

(a) check items that are unacceptable because of large size, weight, or exceed the

number of places as free cabin baggage, using a special rack-gauge, if possible.

(b) together with the passenger check that the cabin baggage does not contain

items forbidden for transportation in accordance with the ICAO Dangerous Goods

Regulations (or IATA DGR). Make sure the passenger removed any items that are

prohibited for transportation in cabin baggage.

(c) advise the passenger to take any personal documents or medications.

(d) accept cabin baggage that cannot be placed on board the aircraft due to limited

space as hold baggage.

(e) tag such baggage with a baggage tag indicating the destination.

(f) notify the weight and balance department about the baggage accepted at the

boarding gate.

(g) notify the passenger where he will have to pick up baggage: from the aircraft

or in the baggage claim area.

(h) notify staff on the apron that this baggage shall be loaded.

In the case of detection of dangerous items that are not allowed to be transported

in the passenger's baggage, a report is provided to the appropriate services or

authorities.

Boarding methods

Automatized boarding method.

In the Automatized control system is available, the boarding is performed

automatically using a reading device. The Automatized control system automatically

checks the correctness of the information received about the flight number, aircraft seat

number and passenger data, as well as automatically calculates the number of

passengers passed and checks them against the number of checked-in passengers.

Manual boarding method.

In the absence or unavailability of the Automated control system, boarding is

performed manually using a “matrix”, where the numbers of boarding passes of

passengers passed are marked. Boarding is carried out by visual monitoring of the data

indicated in the boarding passes and manual counting of passengers passed.

Boarding start and end time.


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Boarding starts 40-45 minutes before the time of the aircraft departure and shall

be completed 15 minutes before the time of aircraft departure. The boarding start and

end time can vary depending on the aircraft type, the airport technical capabilities and

other conditions.

Boarding procedure:

The agent arrives at the boarding gate in advance, having the necessary

documentation (matrix, baggage tags, baggage manifest, etc.) and means of

communication.

- Open the aircraft door, if you are trained;

- Receive crew permission to start boarding;

- Check the flight information correctness on the monitors and boarding facilities;

- Make sure the information about dangerous goods and items forbidden for

transportation is in place;

- make sure that passengers and their cabin baggage have passed the Aviation

Security Service inspection;

- If the movement path passes along the apron - make sure that the route to the

aircraft is safe for both passengers and personnel;

- if you are using the passenger boarding bridge, make sure that it is installed

properly and that the movement path is clear;;

- Perform boarding announcements according to your organization or Carrier

standards;

- follow the requirements of instructions for service passenger requiring

assistance or pre-boarding;

- check the identity of each passenger according to the requirements;

- check the data on the document and on the ticket, and visually match the

passenger’s identity with the photo in the document;

- make sure the passenger is boarding through DCS;

- In case of manual boarding control method, check the flight number and date on

the boarding pass;

- make sure that the number of passengers on board matches the list of registered

passengers;

- provide passenger manifest to cabin crew and/or flight crew;

- provide the required flight documents to the cabin crew and/or flight crew;

- if necessary, inform staff on the apron about the need to load baggage checked

in during boarding.

Access restriction.

To restrict free access, keep all exits and doors closed, use appropriate restraints

or barriers:

(a) Ensure all doors are closed if not used.

(б) If necessary, arrange staff to direct passengers.


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(с) If passengers have to walk to the aircraft through the apron, ensure direct path

to the aircraft for passengers.

(д) If transport vehicle is to be provided to passengers to move them from the

terminal building to the aircraft, ensure that only the personnel involved in the flight

service and the passengers who passed through the inspection are allowed to board the

vehicle.

Landing of domestic flight is performed by the boarding agent in the presence

and under the control of the airport Aviation Security Service officer.

Boarding of an international flight is performed by the boarding agent in the

presence and under the control of a representative of the authorities of the country of the

aircraft departure, if this is provided for by the requirements of the regulations at a

particular airport. In this case, the agent is obliged to control the presence of the exit border

stamp on the boarding passes (if applicable), and in the case if boarding passes without a

stamp are identified, stop the boarding and notify the representative of the authorities.

Passengers number discrepancy

If there is a discrepancy between the number of passengers (more or less), it shall

be eliminated before the aircraft door is closed.

(a) Make an attempt to locate such passengers and get visual evidence of the

boarding and documents if they are on board the aircraft.

(b) Fulfill the Airline and government regulations requirements regarding the

search for hold baggage of passengers who checked in but did not arrive to boarding.

(c) Notify the crew and make a note in the “last minute” column regarding the

baggage and/or passenger.

3.1.4 Passengers handling upon arrival

Preparation procedure.

Agent for passenger meeting and boarding receives the necessary information

about the flight arrival time and the number of stand, as well as the presence on board of

special categories of passengers from telegrams, Automatized control system and other

sources of information.

Disembarkation of passengers.

When disembarking passengers, the agent politely greets them and shows the way

for further passage.

Unaccompanied minors leave the aircraft only in the presence of an

accompanying Airline employee or a service agent. The Airline employee or service

agent checks the presence of documents with the child and makes an appropriate record

in the application for the unaccompanied minor transportation.

The agent politely and correctly gives the most complete information to

passengers, if they need it.


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The Airline employee or service agent controls disembarkation of passengers

with disabilities from aircraft last, not later than 15 minutes after all passengers left the

aircraft.

The information required for passengers.

Passengers path from the aircraft exit to the terminal exit or to the transit counter

is indicated by clear, exact signs indicating the passage direction, indicating the places

of checkpoints (passport and customs control).

3.1.5 Handling of passengers requiring assistance

General information:

For passengers with disabilities and those requiring or requesting assistance;

(a) Ask the passenger what assistance they require and how you can help them.

(b) Discuss the most appropriate seating based on their individual needs and the

aircraft specifications, even if seats have already been pre-assigned.

(c) Advise passengers what services and assistance are available based on their

needs.

(d) Advise the passenger of operating airline equipment such as on board

wheelchairs, Braille or tactile markings, accessible lavatories.

(e) Provide information to passengers in alternate formats upon request.

(f) Ensure accurate SSR codes and any other relevant information are recorded in

the DCS.

Provide passengers with a visual or hearing impairment with access to

information provided to other passengers.

Unaccompanied minors (UMNR).

On the Airline flights, the transportation of minors traveling separately from the

parents/guardians of children is determined in accordance with the applicable articles of

the “JSC Nordavia Rules for Carriage of Passengers, Baggage and Cargo ”.

Conditions of transportation

1. Unaccompanied minors are children from 2 to 12 years of age who are travelling

without parents and are not entrusted to any of the passengers. At the request of

parents or guardians and with the consent of the Carrier, such transportation may

also apply to children under the age of 16 years.

2. Unaccompanied minors are accepted for transportation on direct domestic flights on

the Carrier’s forms only after the parents or guardians have completed the

Unaccompanied Minor Transportation Agreement with the Carrier.

3. For the transportation of an unaccompanied minor from 2 to 12 years old, is

charged a fee in the amount of 100 (one hundred) % of the fare of an adult

passenger of the relevant class of service valid at the time of ticketing. The Carrier

provides the child with a separate seat in the passenger compartment, provides free

baggage allowance according to the established regulations, organizes delivery of

the child from the check-in counter to the arrival lounge (meeting place), and


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provides service by a specially attached passenger cabin crew member (cabin

attendant) during the flight.

4. When purchasing a ticket at the agency, the parent/guardian executes a

“Application for UM Service” in 6 copies. In this document are indicated: gender,

age, child's full name, flight details, date and flight number, name of the person

meeting, and a declaration of parental/guardian responsibility for meeting the child

at the destination point.

5. When sending a child, you shall have a booking confirmation at least 3 hours

before check-in beginning, obtain the Carrier consent and pay for the

transportation.

General conditions

1. The Notification/Declaration is executed at the time the traffic documents are

issued at the agency booking the transportation.

Notification/Declaration copies are distributed as follows:

- the first is passed to the parent/guardian with the agent's signature;

- the second is withdrawn at check-in and remains at the airport of departure;

- the third and fourth are transferred to the cabin attendant responsible for the

child servicing on board the aircraft, of which:

- the third is passed by the cabin attendant to the Airline representative at the

destination point;

- the fourth at the flight completion remains with the child.

Notification / Declaration is executed manually. All records shall be made

clearly, legibly, in block letters with a ballpoint pen with a gain sufficient to copy the

information clearly on each subsequent Notification/Declaration coupon.

1. When booking an SSR request for an unaccompanied minor shall be made with

full information about the person meeting (name, relationship, address, contacts)

according to the format in the system.

Place the child according to the Airline requirements and do not assign seats in

the rows at the emergency exit.

Inform parents (legal representatives) to stay at the airport before take-off.

Unaccompanied minor shall not be unattended until it is passed to cabin crew.

Notify responsible adult as soon as the aircraft is in the air.

2. In the ticket column, the passenger's full name is recorded: PETROVA / A MR

UM7.


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An example of a completed Application for UM Service.


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Passengers with children.

Sale and booking of tickets for passengers with children under the age of two

years is performed in accordance with the Airline fare application rules and instructions.

The number of children allowed to be transported on the aircraft is limited by the

number of oxygen masks on board.

Providing seats in the aircraft to passengers with children up to 2 years.

Children under two years are accompanied by adults.

By advance request, but not later than 24 hours before departure, baby meal

(BBML) can be provided. In the absence of the advance request when booking baby

meals for children under 2 years are not provided on board the aircraft.

It is forbidden to seat passengers with children under 2 years near the emergency

exits and emergency equipment.

Providing seats in the aircraft to passengers with children from 2 to 12 years.

Passengers with children are not provided with seats near the emergency exit.

Children preferably allocate seats near the windows.

Passengers with reduced mobility.

General conditions.

If the passenger physical, mental condition or age is such that the flight may

cause this passenger health deterioration or create a danger or discomfort to other

passengers, the Airline can refuse such a passenger in transportation.

Transportation of the medical passenger shall be agreed with the Carrier in

advance and confirmed immediately before departure, the Airline accepts passengers of

this category if it is technically possible.

If a passenger with reduced mobility flies through the transfer, his transportation

is confirmed along the whole route.

The number of passengers with reduced mobility or limited capacity on the flight

shall not be higher than the number of healthy passengers needed to assist these

passengers in case of evacuation.

Passengers with reduced mobility or disability are accommodated in a suitable

seat in the cabin, taking into account their individual needs and aircraft specifications. It

is prohibited to place such passengers in rows located near emergency exits.

Medical passengers and passengers with reduced mobility have the following

designations in the AIRIMP code system:

MEDA – passenger who may need to undergo a medical examination;

WCHR – a passenger who needs a wheelchair when moving to or from the

aircraft and who is able to ascend/descend the airstairs himself;

WCHS - a passenger who needs a wheelchair when moving to the aircraft who is

unable to ascend/descend the airstairs himself, but is able to reach his place in the

aircraft;


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WCHC - the passenger is completely immobile, requires a wheelchair when

moving to or from the aircraft, cannot ascend/descend the airstairs and cannot reach his

seat in the aircraft;

DEAF – deaf passenger;

STCR - stretcher passenger, (accompanying is required);

BLND – blind passenger. If such a passenger needs to be accompanied by a guide

dog, then such a dog is transported free of charge with a confirming certificate. The

guide dog shall be muzzled and tied at the feet of the passenger.

The Airline or its authorized agent shall ensure the availability of facilities and

services at the airport to meet the needs of passengers and people with disabilities, in

particular wheelchairs and other means of moving passengers, as well as the possibility

of medical care delivery.

If a passenger using a wheelchair needs assistance in moving to the aircraft, the

check-in agent contacts the unit responsible for providing such assistance.

When handling WCHS, WCHC, STCR passengers (AIRIMP code system), is

used equipment that allows them to be moved between the airport medical center and

the aircraft, and also lifted (lowered) directly to the aircraft cabin ("medical auto-lift"

special vehicle).

В соответствии с «Техническими инструкциями по безопасной перевозке

опасных грузов по воздуху», ИКАО Doc 9284 AN/905: «With the permission of the

operator, it is allowed to transport small cylinders with gaseous oxygen or air in the

aircraft cabin, which are necessary exclusively for the life of medical passengers

accompanied by medical personnel." In all other cases, oxygen cylinders are drawn up

and transported by air as a dangerous cargo.

For transportation of cylinders with gaseous oxygen or air necessary exclusively

for the life of patients accompanied by medical personnel in the aircraft cabin the

following requirements must be met:

1. Cylinders shall have a certificate of verification at the factory with an indication of

the validity of the certificate and cylinder numbers.

2. The number on the cylinder shall match the record in the certificate.

3. The cylinder shall be suitably packed in order to avoid its involuntary movement in

the aircraft cabin.

4 The cylinder shall have a corresponding hazard label: "Non-flammable gas, hazard

class 2.2".

Coordination of the transportation:

For each particular flight, the transportation of cylinders for an medical passenger

shall be agreed in advance and approved by the Airline.

Stretcher passengers

Transportation of a stretcher passenger shall be made in coordination with the

Carrier with provision of additional seats on the aircraft with payment established by the

Carrier.


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For transportation of a passenger who needs to be transported on a stretcher, a fee

is charged in the amount of economy class fare available at the time of sale for each seat

that is actually used on an aircraft when transporting such a patient. A stretcher is

installed on the last rows of the aircraft economy class. Seats for a stretcher passenger

on aircraft types: Aircraft type Row, seats

Boeing 737 Economy class cabin, row numbers depend on aircraft

configuration, but they are always the last rows, port side

Passengers requiring the use of pharmaceuticals and medical equipment on board

(MEDA) are allocated a seat in accordance with their needs, as well as taking into

account the location of the on board medical equipment.

Seating is made in accordance with the needs of:

1. passengers needing extra oxygen onboard;

2. passengers transported on stretchers;

3. passengers completely unable to move on their own;

4. passengers traveling with a guide dog;

5. passengers with plastered part of the foot that requires rest.

Seat close to the passenger:

1. accompanying person providing care.

2. security officer.

3. reading device/sign language interpreter for servicing passengers with visual or

hearing impairment.

Transportation of pregnant women and infants.

General conditions

Pregnant women are not medical passengers. Transportation of pregnant women

is performed under general conditions if it is performed not later than 4 weeks before

the estimated delivery date.

It is recommended to find out in a tactful manner from pregnant woman

information about her state of health, the estimated delivery date, and the expected birth

complications.

Required documents, restrictions

Pregnant women who have informed that birth is expected within the next four

weeks, about expected complications, possible twin delivery or other possible

pathologies shall provide a written consent of the doctor for the flight. Medical

examination shall be completed not earlier than 7 days before the flight. It is not

recommended to accept newborn children up to seven days of age for transportation.

Transportation of prematurely born children is performed only with a medical certificate

confirming that air transportation is safe for the child.

Inadmissible passengers and deportees (INAD, DEPO, DEPU, DEPA).

Inadmissible passengers.


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The airline is not responsible for the passenger who is refused admission to a

State.

The passenger is obliged to return to the point of departure or any other place at

the request of the Airline or State authorities due to the country refused admission for

this passenger, regardless of whether this country is a destination or transit, and also to

pay the corresponding fare for his transportation in the opposite direction.

When accepting on the customer airlines flights deportees and passengers

inadmissible at the destination country the following conditions shall be observed:

- such passengers shall not pose a safety hazard or risk during flight.;

- information about such passengers shall be communicated to the customer

airline.

If the Airline was forced to pay or deposit any amount, pay a fine or provide a

financial guarantee due to the passenger’s failure to comply with the applicable laws,

failure to provide documents required for travel, provision of falsified documents or

documents containing forged information, the passenger is obliged at the request of the

Airline reimburse paid or deposited amount, as well as all expenses incurred in

connection with this.

To cover such expenses the Airline has the right to use any amounts previously

paid, which remained at its disposal for unused passenger transportation, or any

passenger funds in its possession, or may refuse the passenger in further transportation

if he did not reimburse such costs.

The airline has the right not to refund the amount paid by the passenger for the

completed transportation to the point where he was refused admission, or to the point of

deportation.

Deportees and persons in custody

Deportees are accepted for transportation only for flights without intermediate

stop-overs.

Civil deportees (removed from the country by state authorities because of the

expiration of the visa registration term, for political reasons or at the end of the prison

term) are accepted for carriage without accompanying persons.

Criminal deportees (removed from the country by state authorities in accordance

with the decision on the extradition of a criminal because of involvement in a criminal

offence, the court of which has not yet taken place) are accepted for transportation only

accompanied by at least two police body officers and only after coordination of

transportation with the competent authorities of the respective states and the Airline

notification. According to the customer airlines legsilation and requirements,

information on the seating of persons authorized to transport weapons in the aircraft

cabin shall be provided to the PIC before departure.

To ensure flight safety, the Airline has the right to receive information on the

reasons for removing the deportees from the country and to refuse transportation at its

own discretion.


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In accordance with the customer airline requirements, passengers accompanying

prisoners and (or) persons with mental disability shall be provided with relevant

information as well as their understanding regarding what actions will be required in

case of an emergency during a flight.

The ticket for deportees transportation is paid by the state authorities that made

the decision on deportation.

All information on the presence on board of persons who are forced to make a

flight in connection with the requirements of judicial or administrative orders and

deportees shall be provided to the PIC before the aircraft departure.

The security requirements for the transportation of persons in custody are similar

to those for criminal deportees.

Check-in procedure.

Inadmissible passengers into the territory of the destination country are checked

in for a flight on a priority basis at the request of state authorities. In the Automatized

control system the appropriate remark shall be put down the appropriate remark.

Seating on board the aircraft.

DEPO and INAD passengers are seated in the passenger cabin tail-end. If the

deportee is accompanied by guards, the guards are provided with seats next to the

deportee.

It is forbidden to seat deportees and inadmissible passengers near emergency

exits and rescue equipment.

Unruly passengers

In order to ensure flight safety the Carrier has the right to refuse admission to the

flight or further transportation to unruly and/or passengers in alcohol or drug

intoxication. This rule is also dictated by the requirement to prevent violations of the

legislation, requirements or orders that apply in the destination, departure or

intermediate countries.

Handling Unruly Passengers During Check-In or Boarding:

Notify supervisory personnel and/ Aviation Security Service officer, Line Internal

Affairs Department about passengers who disturb order during check-in, in the waiting

lounge or at the boarding gate.

If passenger is denied carriage:

(a) Offload the passenger in the DCS and offload his baggage.

(b) Document the case in the airport or airline report, with details of the passenger's

condition (e.g. intoxicated, general abuse, etc.).

If passenger is accepted for travel:

(a) Inform PIC and senior cabin crew member.

(b) Document the case in the airport or airline report with details of the

passenger's condition.

(c) Report the incident to the applicable department at the airport of arrival.

Transfer Passengers.


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Transfer passenger handling upon departure

When checking-in a passenger at the departure airport, the agent shall clarify the

passenger final destination. In the event of a flight delay, which can lead to loss of the

flight connection, the passenger shall choose a different route and reissue the ticket.

The passenger shall be informed about the flight arrival time and the connection

time at the transfer airport.

Baggage check-in.

The transfer passenger's baggage shall be checked in to the final destination

(where possible), if this is not contrary to the destination country legislation, or if the

passenger does not express a desire to claim the baggage at the transfer point.

Пассажир должен быть проинформирован о пункте, до которого зарегистрирован

его багаж.

Passenger check-in to the destination point (where possible).

In the directions where it is technically possible to check-in the passenger and

baggage to the final destination, the passenger is informed that he is registered for the

next flight, and he is issued 2 boarding passes indicating the time of departure, landing

and, if applicable, the boarding gate number.

Transfer passenger handling at the transfer point.

At the meeting of passengers, the agent shall provide information for transfer

passengers about the location of the transit counter. In addition, you shall have direction

signs on the entire passenger's path.

The transit agent receives the necessary preliminary information about transfer

passengers from the booking system, PTM telegrams and other telegrams.

Passengers check-in at the transit counter or in specially equipped places. The

agent checks the correctness of the passengers baggage check-in and in case of an error

takes measures to re-register the baggage.

If the check-in is not performed, The transit agent explains passengers at what

time If departure of the connection flight is performed from the another airport terminal,

the transit agent ensures the timely departure of passengers to another terminal

accompanied by the Airline employee.

Actions in loss of the flight connection.

In case of loss of the flight connection (including force majeure) due to the

Airline fault or as a result of improper fulfillment of contractual obligations by the

service agent, the passenger is served by the Airline, including if necessary: provision of

food every 4 hours, accommodation in a hotel when waiting the flight departure for

more than 8 hours in the daytime and more than 6 hours at night, the provision of visa

support, the provision of free of charge 2 telephone calls, the provision of compensation

measures within the framework of existing norms and authorities, full and accurate

information, etc. In case of loss of the flight connection for reasons beyond the Airline

control (except for force majeure circumstances) and not dependent on the service

providers activities, the Airline employees or service agents carefully study the


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circumstances of the flight connection loss and give professional advice to the

passenger. If necessary (at the request of the passenger), they assist the passenger in re-

ticketing for the next Airline flight (offer alternative options for transporting the

passenger to the final destination point). The airline shall also ensure the passenger

baggage delivery to the destination point.

Priority Class Passengers.

Check-in.

Check-in for priority class passengers shall be performed at a separate check-in

counter. The counter shall have a corresponding designation.

Waiting for boarding.

To wait for boarding priority class passengers shall be provided with a separate

waiting lounge, providing a specific set of services.

Boarding.

Priority class passengers boarding is performed in priority order. In case of

boarding with the use of motor vehicles, the priority class passenger boarding is

performed by a separate bus through a separate airstairs (if necessary).

Frequent flyers.

The general rules are described in the Rules of the Airline award program.

Groups.

Group is a collective of passengers who fly together in a number of at least 9

people (excluding infants).

Check-in:

(a) Passengers within a group are registered individually.

(b) Upon request seat the passengers within the group together, taking into

account seating special conditions.

(c) Each of the passengers within the group are given individual baggage tags:

1. with an indication of the baggage owner personal data on the tag for each piece

of baggage.

2. Exception: family baggage tags can be issued for the name of one of the family

members.

Non-standard groups of passengers

The presence of non-standard passenger groups (e.g. military personnel, sports

teams whose members have a large body weight — non-standard weight for a

passenger), baggage with non-standard weight or other non-standard circumstances

shall be reported to the load controller.

Determination of non-standard passenger weight

In exceptional cases, if the estimated weight of a group of passengers on a flight

goes beyond the standard weight (equipped military personnel, sports teams, etc.), the

weight of passengers shall be determined by weighing or according to the information

provided by passengers about their weight. The Loadsheet shall reflect the use of the


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actual weight or the weight provided by the passengers. The total passenger weight and

its confirmation are included in the additional part of the Load Message (LDM, part SI).

3.1.6 Passenger handling during flight irregularities

JSC Nordavia rights.

The time of departure/arrival and the aircraft type indicated in the ticket, flight

schedule or in other published Airline flight schedules are not guaranteed and are not

mandatory conditions of the passenger air carriage agreement. The Airline has the right

to change the departure time, about which shall inform the passenger in a timely

manner. The Airline has the right to change the aircraft type without notifying the

passenger.

The Airline shall take all necessary measures in order to avoid delays in

passengers and baggage transportation. In case of force majeure (including adverse

meteorological conditions, emergency situations during air traffic management

procedures, strikes, riots, civil disorders, embargoes, hostile actions, violations of public

tranquility, unresolved international relations, technical problems or other

circumstances threatening or making it actually impossible to perform a flight safely)

the Airline has the right to cancel or delay a flight without the passenger notification,

cancel previously confirmed booking.

If due to force majeure or internal circumstances the Airline cancels or fails to

perform the flight within a reasonable time, fails to provide a seat on the flight in

accordance with confirmed booking, does not stop at the agreed point or destination, or

its actions will result in the passenger being late for a connection flight for which he has

a confirmed booking and which is indicated in the same ticket as the previous flight, the

airline have to (at the passenger’s choice):

- carry the passenger on another Airline flight (under force majeure circumstances

- on the next flight, which has a free seat in the class of service paid by the passenger);

- carry a passenger to a destination on another route with the own Airline flight or

flight of another carrier;

- arrange passenger transportation by other means of transport;

- to perform a refund in the prescribed manner, as well as arrange passenger

service in case of waiting for departure.

The airline has no right to demand payment of fare differences and charge

additional fees connected with such transportation changes. However, if the passenger

fare and the fare for excess baggage on the modified route are lower than the amount

paid, the difference shall be returned to the passenger.

The airline is not responsible for errors and omissions in the schedule or other

published flight schedules of other carriers.

3.1.6.1. Types of irregularities


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Irregularity means any deviation from the schedule defined within the booking

systems. Any violation of flight regularity always leaves a negative imprint on the

quality of the services provided and the Airline’s reputation.

All Airline employees shall act in such a way as to prevent flight regularity

violations. If the flight regularity violation could not be prevented, it is necessary to

ensure timely and full information to the passengers about the following:

- information about the flight delay/cancellation is displayed on the central panel

with the mandatory indication of the expected time of departure (if known);

- the announcement is transmitted over the public address system;

- The Airline personnel and/or agent make additional announcements for

passengers, indicate period of the delay (if known) or the time necessary to provide

additional information. The information on the panel and in the announcements

coincides with the actual data.

At the expiration of the previously announced delay time, in the event of its

extension, passengers are immediately informed about the next estimated time of

departure, or the time necessary to provide additional information. The Airline

employee or the service agent goes to the passengers, constantly communicates with the

passengers, and provides all kinds of assistance.

The flight delay is a change in the aircraft departure time to a greater extent,

under condition that the need to change the departure time became known not more than

72 hours before the flight departure.

Planned flight postponement is a change of departure time to a later or sooner

term, under the condition that the need for postponement became known more than 72

hours before the aircraft departure.

In case of flight cancellation is necessary:

- to inform passengers;

- in the event of a flight cancellation due to the Airline fault, to ensure passengers

reticketing on the next Airline flight, where there are free seats, or ensure that such

passengers are departed by other airlines flights or by another route;

- stamp passengers tickets with a flight cancellation note, informing them of the

possibility to return the ticket to the place of purchase without penalty. Passengers who

refuse to be transported by another Airline flight, a flight of another carrier or other

mean of transport, the Airline makes a full refund of the ticket price.

When changing the aircraft type the following options are possible:

1. If the aircraft type was changed to a type of smaller capacity, resulting that not

all passengers can be accepted for transportation. In this case passenger handling is

similar to the handling in case of a flight booking change.

2. If due to the aircraft type change passengers cannot be provided with services

in accordance with the booked class of service, then are applied the measures provided

for the forced increase/decrease in the class of service. In any case the passenger is

informed about the aircraft type change during check-in.


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Landing at the alternate aerodrome means the arrival of the aircraft at a different

airport (city) than the one specified in the schedule. This may be due to technical,

weather, political or other reasons. Aircraft refueling stop is not considered landing on

the alternate aerodrome.

“Voluntary refusal” means that the passenger who has a confirmed booking, a

valid ticket, arrived at check-in in the prescribed manner, but agrees with the Carrier

request to refuse a seat on the flight due to re-booking.

“Forced refusal” is a refusal to accept a passenger for transportation due to the

absence of empty seats on the flight, despite the fact that he has a valid ticket, a

confirmed booking and the passenger arrived at check-in at the scheduled time and in

the prescribed manner.

3.1.6.2. The procedure for passengers acceptance for transportation

Work on the “voluntary refusal” begins simultaneously with the start of check-in

with passengers who have not passed check-in yet.

The Airline representative or an authorized agent appeals to passengers with a

proposal to refuse from the seat on the flight voluntarily in connection with the re-

booking in exchange for the proposed options of departure. Appeal to the passenger

shall be delicate, polite, unobtrusive, and all answers to the passenger's questions shall

be specific and clear.

In case of excessive number of “volunteers” for costs minimization purposes the

Airline representative or an authorized agent prefers passengers who have a ticket for

direct Airline flights without connecting routes.

In case of excessive number of “volunteers” for costs minimization purposes the

Airline representative or an authorized agent prefers passengers who have a ticket for

direct JSC Nordavia flights without connections.

Upon receiving the passenger consent to fly one of the proposed routes JSC

Nordavia employee or an authorized agent makes a booking for a new direct flight or a

new route and only upon confirmed booking received reissues the ticket and issues

compensation.

Taking decision on the departure delay and informing passengers

If a decision to delay the departure is made more than 6 hours before the aircraft

scheduled departure, the passengers are informed in advance. If a decision to delay the

departure is made more than 6 hours before the aircraft scheduled departure, the

passengers are not informed in advance.

Services provided.

During a break in transportation due to the Carrier fault, as well as in the case of a

flight delay, flight cancellation due to adverse meteorological conditions, for technical

and other reasons, the Carrier organizes the following services for passengers at

departure and intermediate points:

• provision of rooms for mother and child to a passenger with a child under the

age of seven;


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• two phone calls or two e-mails while waiting for the flight departure for more

than 2 hours;

• provision of refreshments while waiting for the flight departure for more than 2

hours;

• provision of hot meals while waiting for the flight departure for more than 4

hours and then every 6 hours during the daytime, and every 8 hours at night;

• accommodation at the hotel while waiting for the flight departure for more than

8 hours during the daytime and more than 6 hours at night;

• delivery by transport from the airport to the hotel and back in cases where the

hotel is provided at no extra charge;

• arrangement of luggage storage.

The services specified in this paragraph are provided to passengers at no extra

charge.

Meals for passengers (breakfast, lunch, dinner) are provided depending on the

time of day.

At the transit or transfer points passengers are provided with services under the

condition of the confirmed booking to the next route leg , regardless of the flight delay

reason.

3.2 Baggage transportation procedures

3.2.1 Free baggage allowance

3.2.1.1 Hold baggage and cabin baggage (definitions)

Hold baggage is a baggage accepted by the Carrier for transportation, for the

safety of which he is responsible and for which he issued a baggage tag

Baggage tag is a document issued by the Carrier solely for hold baggage

identification.

Upon baggage check-in:

- provide the information about dangerous objects at the check-in counter;

- enter the required data on weight and number of pieces of baggage in the DCS;

- if necessary, ask the passenger security-related questions (the agent shall be

aware of items that can be classified as dangerous goods);

- all old baggage tags shall be removed;;

- place the tag in an easily readable location and where it will not be easily torn

off;

- connect the parts of the tag to each other, and do not stick glue directly to

passenger baggage;

- use warning tags according to the Airline rules;

- use supplementary tags such as:

1. Priority tags–to identify Priority baggage to be offloaded first;

2. Limited Release Tags–used on fragile or unsuitably packaged items

(inadequately packed baggage, as well as baggage whose packaging has been damaged);


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3. Fragile Sticker–requires extra care in handling.

4. Heavy Tag–placed on items over 32 kg.

5. Connection tags–may require segregation on loading and offloading.

- Ensure that information about the each piece of hold baggage quantity and

weight is transmitted automatically or manually to the weight and balance department.

The cabin baggage allowance is defined in STO-204-001 Service for Passengers

of JSC “Nordavia”. Cabin baggage cannot be accepted, if it: - does not suit for transportation due to its weight, size or properties. - cannot fit under the seat or on the baggage rack. Restrictions: - Some items, due to their weight, size or characteristics, are accepted only with

the Carrier consent. - For security reasons, many countries set restrictions on the carriage of liquids,

aerosols and gels in cabin baggage. Check-in procedure - estimate the size and the allowable amount of cabin baggage as required, if it

exceeds the specified size limit, direct the passenger to a special baggage measuring counter, if any;

- weight cabin baggage; - attach an "Approved Cabin Baggage" tag (baggage to the cabin). - if the cabin baggage exceeds the free baggage allowance, size and/or weight, it

shall be repacked, if possible. - question the passenger about the cabin baggage contents for possible concealed

dangerous items. 3.2.1.2 Concept of Personal Belongings. Belongings that can be taken by a passenger on board the aircraft in excess of

established cabin baggage allowance, as provided in it. 135 of FAR 82 and it. 3.1.2 of this Manual.

3.2.1.3 Free cabin baggage allowance: by weight («Weight concept») and by pieces («Piece concept»).

In accordance with the free baggage allowance established by the Airline, a passenger has the right to transport a certain amount of baggage at no additional charge. Depending on the route of transportation and class of service, this number is determined by the baggage weight characteristics (weight concept), or by a combination of weight characteristics, size and number of pieces (piece concept).

Information on the maximum amount of baggage transported without surcharge is indicated in the ticket.

The baggage allowance is defined in STO-204-001 Service for Passengers of JSC “Nordavia”.

These standard free baggage allowances apply to adult passengers, children from 2 to 12 years of age and children under 2 years of age provided with a seat.


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For children under 2 years old without providing a separate seat, the free baggage allowance is 1 piece weighing not more than 10 kg and a sum of three dimensions not more than 115 cm, regardless of the class of service.

According to GSTANDBY fares ("Standby" status), the free baggage allowance is not provided, only cabin baggage with economy class parameters. If the passenger has items that are prohibited for carriage in cabin baggage, or cabin baggage exceeds the established free allowance, then it shall be checked in with payment calculated at the rate of the second (or subsequent) piece of baggage. In the event if special categories of baggage are transported, payment is made in accordance with the applicable baggage fares.

For participants of the Airline Award Program VIP card holders there is one extra free piece of baggage in addition to free baggage allowance .

If the total weight of passenger baggage (including cabin baggage) does not exceed 10kg, then the number of pieces of baggage is not limited.

The airline has the right to set exceptions to the free baggage allowance and baggage dimensions for individual destinations / flights / fare offers / categories of passengers, but this allowance cannot be less than 10 kg.

On code share flights free baggage allowance of the partner operator is applied unless otherwise provided by the Agreement between the partner airlines.

When checking in and/or checking in baggage, the passenger passes for weighing all baggage intended for transportation as hold baggage.

Upon check-in and/or boarding, the passenger upon the Carrier request, shall present cabin baggage for weighting, as well as backpack, baby bassinet, baby stroller when transporting a child.

In this case, the document confirming the passenger's right to carry baggage at the newly established allowance is a passenger ticket.

Free baggage allowance applies to regular flights as well as charter flights. On charter flights there may be exceptions on baggage allowance based on contractual relations with the customer.

3.2.1.4 Excess baggage. Excess baggage is a part of the baggage weight that exceeds the free baggage

allowance established by the Carrier or requires mandatory payment regardless of the specified fare.

Transportation of baggage exceeding the free baggage allowance is paid for the entire transportation to the destination at the departure point according to baggage fare valid on the day of issuance of the paid baggage receipt. Such a payment can be made in advance (during ticketing).

If at the departure point a passenger presents for transportation baggage in a quantity less than what he had been declared and prepaid when ticketing, the difference in payment for transportation between the declared and the actual weight of baggage shall be returned to the passenger in the currency of the initial payment.

If a passenger presents for transportation luggage in quantities larger than he declared and prepaid, such luggage is accepted for transportation on the same aircraft with the passenger only if there is free tonnage and after an appropriate surcharge. At


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the passenger's request payment for transportation of baggage exceeding the free baggage allowance can be performed to the stopover or transfer point, under the condition that at the transfer point the baggage will be received by the passenger.

At the stopover or transfer point the passenger will be charged for additional baggage in the case if the baggage weight will increase.

3.2.1.5 Group baggage The baggage of passengers travelling in group is checked in individually for each

passenger with the data entered into the each specific passenger baggage receipt. On the ticket of one of the passengers of the group is made a record about the number of people.

At the request of passengers traveling in group with the same purpose of traveling to the same destination or stopover airport on the same flight (family members, persons traveling together or traveling on a business trip), and when executing passenger air carriage agreement providing free baggage allowance with such a passengers the amount of free baggage allowance by weight of each of the passengers is combined.

In the case of execution by such passengers the passenger air carriage agreement that do not provide free baggage allowance, and under the condition of payment for baggage by such passengers according to the established baggage fare, the baggage weight provided by the baggage fare is combined at the request of the passengers.

The weight of one piece of combined baggage shall not exceed thirty kilograms and shall be accepted for carriage at no extra charge.

3.2.1.6 The Airline official baggage - baggage that is the property of the airline and for which a different check-in is applied.

The Airline official baggage is checked-in with the obligatory entry of data into the check-in system, shall be marked with an unaccompanied baggage tag, and also be marked with the full names of the shipper and recipient and their contact numbers. This baggage is checked in at the time of check-in through the oversized baggage drop-off counter by an employee (official representative) of the Airline. The responsible person for opening and manual inspection is the Airline's representative or other officially authorized person.

3.2.1.7 Carriage of wheelchairs or other powered auxiliary aids. Wheelchairs or similar mobile mobility devices powered by lithium-ion batteries

with a specific power of more than 160 Wh and used by passengers with reduced mobility due to special health conditions, age or temporary conditions (for example, a broken leg).

Conditions for authorizing the special transport of a mobile vehicle / wheelchair: 1. The PIC shall be made aware of the location of the lithium ion battery (s). 2. The Airline permission is required. 3. Vehicles shall be loaded and transported in such a way that: their

movement is excluded, they are protected from damage caused by the movement of baggage, mail, catering or other cargo.

4. can be carried as checked baggage provided: - the battery terminals are protected against short circuits (eg by a fence in the

battery box);


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- the battery is securely fixed in the vehicle; - electrical circuits shall be isolated. 5. If the vehicle / wheelchair is designed so that the battery can be removed

by the user (e.g. foldable), then: - The battery shall be removed; - batteries shall be protected against short circuits by isolating the terminal

(using tape); - removed batteries shall be protected from damage (placed in protective

packaging). Batteries shall be carried in the passenger cabin; - battery power shall not exceed 300Wh;

It is allowed to carry only one spare battery with a maximum capacity of 300Wh,

or two spare batteries, each of which does not exceed 160 Wh.

Small-sized vehicles for personal transportation (powered by lithium-ion

batteries (batteries))

• electric unicycle

• segways (mini-segways);

• hoverboards;

• gyro scooters

• electric scooters

On the basis of IATA recommendations, air transportation of these vehicles on

the Airline's flights is possible as checked baggage, provided that there is no lithium

battery in the vehicle.

The lithium battery removed from the vehicle is allowed for carriage only in

cabin baggage, provided that the battery capacity does not exceed the established norm -

160 Watt-hour (Wh, W / h).

A small-sized vehicle with a built-in (non-removable) lithium battery can be

transported when registered as a "dangerous cargo" through the airport cargo terminal.

3.3 Dangerous goods transported by passengers or crew members

Dangerous items allowed to be transported in passenger baggage

The following items and substances are allowed to be carried on board the aircraft

by crew members and passengers subject to the required conditions:

In hold baggage in cargo and baggage compartments of aircraft with isolated

passenger access to baggage during the flight:

- crossbows, harpoon guns, sabers, backswords, simitars, broadswords, swords,

court swords, bayonets, daggers, knives: hunting, knives with throwing blades, locking

locks, imitators of any type of weapon, household knives (scissors) with blade length

over 60 mm;

- alcoholic beverages with a content of more than 24%, but not more than 70% of

alcohol by volume in containers with a capacity of not more than 5 liters, in a container


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intended for retail trade - not more than 5 liters per passenger; liquids and alcoholic

beverages with an alcohol content of not more than 24% by volume;

- aerosols intended for use in sports or domestic purposes, the discharge valves of

which are protected by caps from spontaneous release of contents in containers with a

capacity of not more than 0.5 kg or 500 ml - not more than 2 kg or 2 liters per

passenger;

- a mercury medical thermometer, one per passenger in a protective case, can be

accepted for carriage only as checked baggage; ¶

In passenger belongings (cabin baggage):

- mercury tonometer in a standard case - one per passenger;

- mercury barometer or manometer packed in an airtight container and sealed

with the originator's seal;

- disposable lighters - one per passenger;

- dry ice for cooling perishables - not more than 2 kg per passenger;

- 3% hydrogen peroxide - not more than 100 ml per passenger;

- non-hazardous liquids, gels and aerosols: in containers with a capacity of not

more than 100 ml (or equivalent capacity in other volume units), packed in a reliably

closing transparent plastic bag with a volume of not more than 1 l - one bag per

passenger.

Liquids in containers with a capacity of more than 100 ml for transportation to the

cabin baggage are not accepted even if the container is only partially filled. Exceptions

for transportation have medication, baby food and special dietary requirements.

In the case of carriage of dangerous goods by passengers or crew members, refer

to Part 8, Chapter No. 1 of the Technical Instructions for the Safe Transport of

Dangerous Goods by Air (ICAO, Doc 9284 AN/905)

Passengers and crew members ARE FORBIDDEN to include into the hold

baggage electronic cigarettes and chargers for them, as well as other portable electronic

smoking devices powered by batteries. Electronic cigarettes can only be transported in

cabin baggage.


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CHAPTER 4

BAGGAGE (CARGO) HANDLING


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CONTENT

4.1 Baggage handling before departure……………………………………… 147 4.1.1 Baggage assembling………………………………………………………... 147 4.1.2 Loading baggage on baggage carts……………………………………… 148 4.1.3 Loading baggage into aircraft…….……………………………………… 148 4.1.4 Baggage removal from flight……………………………………………….. 156 4.1.5 Mishandled baggage handling……………………………………… 156 4.2 Baggage handling upon arrival………………………………………….. 157

4.2.1 Unloading baggage from the aircraft………………………………………. 157 4.2.2 Dispensing baggage to passengers………………………………………….. 158


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4.1 BAGGAGE HANDLING BEFORE DEPARTURE

Before servicing the aircraft for departure, all personnel involved in baggage

handling are familiar with the flight information and baggage loading features for the

particular aircraft type.

The loaders crew gets the task, prepares the necessary vehicles for loading

baggage into the aircraft, places the baggage on the conveyor belt, upon removal from

which baggage is loaded into a truck (special vehicle) and delivered to the aircraft.

4.1.1. Baggage assembling

The purpose of baggage assembling is to properly sort it in accordance with

accepted standards and preparation for loading into the aircraft.

Baggage is assembled on flights and destinations. In order to avoid mistakes

(misshipment), each piece of baggage shall be checked for the presence of a tag

indicating the flight number and destination.

Assembling is made with the mandatory counting of pieces of baggage. Particular

attention is paid to baggage, signed with special marker tags for VIP passengers.

When assembling it is necessary to handle baggage cautiously and carefully so as

not to damage its packaging and contents.

From the moment passengers start checking-in, loaders perform a complete

baggage assembling with sorting it according to flights and destinations.

When assembling the loader checks the compliance of the flight number and

destination on the baggage tags to the flight being completed and the direction and

counts the pieces of baggage.

Checked-in and assembled baggage shall be checked by quantity. If the number

of pieces of baggage differs according to the baggage manifest data with the result of

counting, the following procedures are performed at the assembling area:

- when assembling a smaller amount of baggage than specified in the baggage

manifest, a local search is performed;

- when assembling more pieces baggage than specified in the baggage manifest, it

is recalculated with the participation of the agent who checked-in the flight.

If the reasons for the discrepancy with the data of the baggage manifest are not

found, the identification of baggage by passengers under the aircraft is performed.

At non-base airports, the baggage sorting procedure is performed in accordance

with applicable local regulations.

Baggage without a baggage tag detected in the departure area after registration

check-in (baggage found) shall be opened and a list of its contents shall be compiled.

A notification is sent to the airport Transport Management Service shift

supervisor. Further the airport Transport Management Service shift supervisor in the

presence of witnesses and a representative of the airport police draws up an incident

report indicating the type and color of the baggage, external distinguishing features, and

the passenger's surname, if established. Further the airport Transport Management


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Service shift supervisor sends a telegram to the destination airport (airports, while

simultaneously checking-in two or more flights) to search for the passenger - the owner

of the left baggage.

4.1.2 Loading baggage on baggage carts

Baggage is loaded on clean, serviceable baggage carts (cars). Baggage carts shall

be available in the baggage room in sufficient quantity corresponding to the calculated

flight load.

Not more than forty pieces of baggage is loaded on one trolley, while placing the

baggage on the trolleys shall provide:

- reliability, excluding the fall of baggage during movement;

- all-round visibility from the driver’s seat (accompanying person);

- maintaining stability and control.

Loaded trolleys guarantee baggage safety during its transportation to the aircraft.

In case of adverse weather (rain, snow) baggage carts are equipped with an awning to

protect baggage from precipitation.

4.1.3. Loading baggage into aircraft

Baggage is loaded into the aircraft by loaders in accordance with the instructions

of the service provider Transport Management Service agent in the presence of the

cabin attendant responsible for baggage loading and under the control of the aviation

security officer.

Baggage is loaded into the aircraft in compliance with the aviation security rules,

regulations and procedures, the requirements of the occupational health and safety

regulations, and the technological schedule for servicing this type of aircraft.

On B-737 aircraft, when loading baggage / cargo in bulk, it is necessary to leave a

gap of 5 cm between the baggage / cargo and the ceiling of the baggage and cargo

compartment and not exceed the limit line drawn on the walls of the baggage

compartment.

Baggage is loaded after cargo and mail and is formed by destination.

For each destination, first of all, the baggage of economy class passengers and

VIP passengers is loaded. The number of items of loaded baggage shall match the

number of items checked in and specified in the baggage manifest.

If all hold baggage cannot be loaded into the aircraft due to safety or lack of

capacity, is taken a decision to load it according to the priority list.

Baggage to the aircraft normally shall be delivered in one lot after the end of

passengers check-in and the baggage manifest issuance. Baggage delivery in parts is

acceptable if there is a large amount of baggage on the flight and upon coordination

with an authorized service employee.

Transportation of baggage through the aerodrome and entry into the aircraft

service area are carried out in strict accordance with the established requirements.


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When loading baggage into the aircraft loaders check the destination point codes

on the baggage tags for compliance with the flight being performed when loading in

bulk.

During loading special attention shall be paid to baggage marked with

“FRAGILE” tags.

After loading loaders perform baggage securing in the aircraft. At the end of these

operations loaders and the cabin attendant execute the reception and transmission of the

commercial payload.

When loading and transporting baggage, the following ground equipment is used:

a belt conveyor (used to load baggage/cargo in bulk into the aircraft cargo

compartment), baggage carts (used to transport baggage/cargo in bulk to aircraft).

When a passenger who has baggage is accepted for transportation after check-in

is closed personnel checks in baggage of such a passenger as usual and marks it with a

standard tag. The baggage is delivered to the aircraft by the passenger and, as directed

by the person responsible for the aircraft commercial service, the baggage is loaded into

the aircraft by the loader with the execution of the relevant documents.

Safety requirements specific to aircraft loading operations:

- Get assistance when moving heavy articles..

- Do not use baggage carts to gain access to cargo compartments.

- The loader bridge height shall be monitored during the loading process and

adjusted as necessary to maintain a correct alignment with the cargo hold floor.

- Block or secure cargo which will not lie flat on conveyor belts.

- Protect live shipments n case of poor weather conditions.

- Be alert for special/dangerous goods shipments. Study corresponding

instructions and information.

- Operators of equipment shall ensure that other personnel are not entrapped by

movement of load/pallets/containers either in the aircraft or on the loading equipment.

- Gates of loaded carts shall be lowered carefully, in case loose cargo falls out and

causes injury.

- Holds and compartments shall only be entered or exited by using the appropriate

elevating device and which has been positioned and secured properly.

- When loading has been completed, remove all loading equipment away from the

aircraft.

Special precautions when operating carts

(a) Do not wedge light packages between heavier items.

(b) Do not overload. Ensure curtains or restraints on carts are secured while

transporting (if equipped).

(c) Ensure the overall height of load permits safe lifting of each piece of load

during loading and offloading of carts by personnel standing on the ground..

(d) When using tarpaulins, ensure all straps are securely fastened to the baggage

cart.


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(e) When not in use the braking system shall be engaged on all strings of baggage

carts.

General precautions during loading:

- Hold baggage shall be inspected for signs of leakage before loading.

- The loading of any item of load which is not properly packed and any item that

may damage or contaminate the aircraft is forbidden.

- Use tarpaulins or covered carts in poor weather conditions.

- Do not place goods directly on the apron.

- Always observe the specific instruction labels and marks such as FRAGILE,

TOP, THIS SIDE UP, etc.

- Report torn (or missing) baggage tags and cargo labels, and do not load unless

corrected.

- Report person responsible for loading or manager immediately any damage to

the load, whether it occurs during handling or is noticed on arrival.

- Report immediately any spills, unusual fumes or smells, etc., to a Supervisor

Flight Crew.

If cargo, baggage, passenger belongings are transported in passenger seats in the

aircraft cabin, such cargo shall be:

- securely fastened with seat belts or a restraint device of sufficient strength to

eliminate the possibility of displacement under the usual stipulated flight and ground

conditions;

- packed or covered in such a way as to avoid the possibility of injuries to

passengers or cabin crew members;

- does not have a seat load exceeding the load limit for the seat;

- do not restrict access or use of any emergency or regular exit or passage (-s) in

the cabin;

- does not obscure the view of annunciators “seat belts”, “no smoking” or “exit”

to any of passengers.

4.1.3.1 Tie-down.

General.

Loose load is usually restrained by separation nets between sections or door

protection nets. Nevertheless, certain type of loads shall always be tied-down.

The following items shall always be tied-down:

- All high density packages (sharp angles, steel extrusions, metallic trunks,

etc.).

- Power driven wheelchairs.

- Live animals.

- Human remains (HUM).

The following shall be considered when applying tie-down of cargo. The total tie-

down shall ensure restraint in at least the following directions:

- Upward;


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- Forward and aft;

- Sideward.

Upward:

Forward and aft:

Rearward:

Sideward:


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Completed tie-down:

4.1.3.2. Tie-down fittings.

A single tie-down fitting may receive up to 3 straps/ropes in three different restraint

directions (one up and two opposite horizontal directions). Forces generated by the load

can never act in more than one direction at the same time, and thus the fitting will never

be pulled by more than one strap/rope at the same time. Therefore a fitting may never

receive more than one strap/rope in the same direction.

Tie-down equipment.

Track and anchor plate


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1-stud and 2-stud fittings.

Outboard side lock and side guide


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Tie-down rope


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Example of tie-down provisions in cargo compartment.

CAUTION:

Tie-down on any other part of the aircraft structure, or on other restraints than

those above, even if equipped with rings or tie-down points, is forbidden.

4.1.3.3. Load spreading.

When the weight of item(s) to be loaded exceeds the maximum floor load per

square meter or the maximum floor load per running meter of a compartment, the

weight has to be spread to prevent damage to the compartment floor. This applies to

heavy weight load, but may also apply to smaller items weighing less than 150 kg. The

item is fully fixed (see example below).

CAUTION:

Overloading can cause damage to aircraft frames and ribs and consequently can

have serious implications for the safety of the aircraft.

The weight can be spread by making use of spreading wood, in which case:

(a) The surface to support the weight will be enlarged.

(b) The length will be enlarged.

The spreading requirements for each item are issued by the Load or Cargo agent.

The information will be notified on the LIR.


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4.1.4 Removal of hold baggage

Removal of baggage from the flight can be both during check-in and after transfer

of baggage according to baggage manifest and its loading into the aircraft.

If necessary to remove baggage from the flight, the loaders at the direction of the

agent, with the permission and in the presence of the aviation security officer select the

baggage by tags and its signs and deliver the baggage to the check-in line for further

transfer to the passenger with the execution of the relevant documents. Prior to

forwarding baggage to a passenger service center baggage is screened in accordance

with local security procedures.

The carriage on the aircraft of baggage of passengers who did not appear for

screening or for boarding the aircraft is strictly prohibited.

4.1.5. Mishandled baggage handling

Baggage not sent from the departure point for any reason shall be sent to the

destination by the nearest Airline flight or another Carrier.

In addition to the original tag baggage is marked with a rush baggage tag, which

indicates the destination and flight numbers.

When sending mishandled baggage, a telegram about such baggage is

immediately sent to the destination and transfer points if the rush baggage route

includes several points.

Rush baggage shall be checked in accordance with the security service

instructions.

4.2 Baggage handling upon arrival

The baggage handling procedure upon the aircraft arrival to the destination

airport includes the following operations:


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- personnel and vehicles preparation for baggage unloading from the aircraft;

- acceptance of baggage and documents from the crew member responsible for

baggage;

- unloading baggage from the aircraft;

- baggage delivery to baggage claim;

- baggage claim to passengers.

Before servicing the aircraft upon arrival personnel shall be familiar with the

information on the quantity and weight of the expected baggage, presence of transfer

baggage on directions, features of the baggage placement in the aircraft.

Loaders crew receives the task for handling the baggage of this flight, prepares

the necessary amount of apron vehicles for unloading the aircraft and transporting the

baggage to the place of its claim.

After stopping the aircraft, installing chocks, permission to enter the service area,

loaders crew performs arrangement of placement of apron vehicles (baggage carts,

towable conveyors, if the baggage is in bulk) in accordance with the approved service

schemes for each type of aircraft (Appendix No. 1).

4.2.1 Baggage unloading

Baggage is unloaded from the aircraft by loaders in accordance with the operation

schedule of servicing this type of aircraft at the direction of the Transport Management

Service agent responsible for loading/unloading baggage (JSC Nordavia representative)

in the presence of cabin attendant responsible for payload (when unloading baggage in

bulk).

During unloading baggage in bulk loaders and cabin attendant are counting the

number of places.

When unloading baggage loaders ensure the safety of the packaging and the

baggage contents, paying attention to tags and signs.

At the end of the baggage unloading from the aircraft personnel issues the

transportation documents.

For baggage unloading and transporting the following ground handling

equipment is used: a belt conveyor (used to unload baggage/cargo in bulk from the

aircraft cargo compartment), baggage carts (used to transport baggage/cargo in bulk

from the aircraft).

Upon completion of unloading ALL cargo compartments are inspected for:

(a) Compartment damage.

(b) Floor restraints serviceability.

(c) Possible leakages in the cargo hold.

(d) Items of baggage or cargo left on board.

(e) The presence of other foreign objects.

Cargo compartment inspection is performed even if upon the aircraft arrival it

was declared as not containing any cargo/baggage (empty).


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If any damage to the compartment or its restraints, leakage or other

inconsistencies are detected the supervisory personnel, the flight crew and/or the Airline

representative are immediately notified.

Cargo compartment separation nets.

Before departure of any flight cargo compartment separation nets shall be

secured.

In order to avoid clamping, net sticking as a result of hitting the fuselage

(especially in poor weather conditions) or accidental engagement of the nets with

ground support equipment during the period between unloading and loading, the nets

are fixed inside the compartments and not left hanging outside and not pulled out of the

aircraft.

4.2.2 Passengers baggage delivery

Delivery to the conveyor belt in the arrival hall of the first baggage item of the

passengers of the arriving flight is performed not later than 30 minutes after the aircraft

arrives, regardless of the place of aircraft stand.

Immediately before baggage claim, a local communication is announced with

information about the beginning and place of baggage claim, reminding passengers of

the necessity to be attentive when picking up baggage.

Announcements are made in two languages with high speech culture.

In case of delay in baggage delivery an announcement is made indicating the

reason and apologizing on behalf of the Airline.

When unloading luggage onto a conveyor belt personnel check luggage for

damage to its packaging. Identified damaged baggage is documented. Any inspection in

the event of unpacking is executed by the relevant act indicating the persons performing

it.

Personnel does not allow baggage to fall from the conveyor belt. In order to avoid

cases of the exchange of the same type of baggage the baggage tags on the passenger’s

ticket are compared with the received baggage.

In case of difficulty in receiving baggage personnel provides the necessary

assistance to the passenger.


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CHAPTER 5.

GROUND HANDLING AGREEMENT


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5.1. General Requirements

One of the Airline key tasks within the Ground Handling Management Division is

to increase the efficiency of cooperation with suppliers.

Practically it means choosing reliable partners, improving methods of cooperation

with them on a mutually beneficial basis in order to ensure the high quality of the

services provided.

Conclusion of contract with external agents and ground handling service

providers is mandatory according to DP-018-001 “Procedure for preparing, conclusion,

executing and terminating contracts”. Before executing a contract an agent is checked

according to the current program of agent checks.

This is especially important when organizing and performing aircraft, passengers,

cargo and mail ground servicing.

Operation schedules of aircraft preparing for departure (from turnaround, from

the base), ZK-204-007 "Supplier self-assessment card" GROUND SERVICES AND

SPECIAL EQUIPMENT", checklists “Commercial passenger service checklist”,

“Aircraft ground handling checklist” are approved as a form of aircraft ground handling

services quality control. Control is provided in DP-204-009 “Flight ground handling

control”.

Also the Airline has developed and regularly implements a external ground

handling service providers surveillance and control program in the framework of the

working group for controlling costs at airports, as well as in the working group for

improving the Airline flight regularity indicator.

The purpose of this group is to ensure the implementation of all the above works

in accordance with the requirements of the Airline and the Federal Agency of Air

Transport of the Russian Federation.

The basic documents for the preparation of ground handling agreements between

the Airline and airports are the IATA Standard Ground Handling Agreement and the

guideline documents of the Ministry of Transport of the Russian Federation on ground

handling and maintenance at airports of the Russian Federation.

Service provider ISAGO (IOSA) certificate availability is sufficient to confirm

the quality and safety of the services provided, but at the same time all the above control

methods are applied to such a provider.

Standard agreements are drawn up in accordance with IATA recommendations

published in the Airport Handling Manual.

To meet the quality of the services stipulated by the standards of the Airline

Supplement Agreements (or other similar contract forms) on the aircraft operation

schedules fulfilment are drawn up, which are the official annex to the ground handling

agreement signed between the service provider and the Carrier.

5.2 Quality Assurance

5.2.1 To take measures on non-conformities identified during audits and

inspections in the work of ground support units:


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- Corrective and preventive actions are being developed;

- Corrective and preventive actions are taken to eliminate non-conformities at the

appropriate operation sites;

- Corrective and preventive actions are evaluated to determine their effectiveness.

In addition, significant problems identified during the work of the above-

mentioned working groups are regularly monitored by the head of the unit responsible

for aircraft ground handling.

5.2.2 An operational reporting system is implemented in order to ensure

compliance with the Airline quality standards for maintaining the level of aircraft

ground handling safety (I-248-001 Flight Safety Management Manual). This system

provides:

- Encouraging and facilitating existing feedback of ground handling personnel to

report on safety hazards, disclosure of safety and/or aviation security deficiencies;

- includes analysis and actions for the management of ground handling aimed at

operational deficiencies, threats, incidents and problems identified through the reporting

system.

Also operational reporting system provides for the identification of the

imperfections of the processes and procedures associated with aircraft ground handling,

as well as the unconscientious performance of the functions assigned to employees

involved in the process of aircraft ground handling. Such elements of the operational

reporting system (forms of voluntary messages) can be applied both to the personnel of

the service providers and to the Airline employees. Please refer to I-248-001 Flight

Safety Management Manual for more detailed description of the operational reporting

system.


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CHAPTER 6.

BAGGAGE HANDLING IN FAILURE SITUATIONS


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Contents

6.1. Unclaimed (found) baggage…………………………………………………. 164

6.2. Mishandled baggage…………………………………………………………. 164

6.3. Lost baggage…………………………………………………………. 165

6.3.1. Baggage delivery…………………………………………………………….. 166

6.4. Damaged baggage and shortage of contents………….……………………… 166

6.4.1. Damaged baggage…..………………………………………………………. 166

6.4.2. Repair of damaged baggage…….…………………………………………… 167

6.4.3. Non-repairable damaged baggage ………………..…………………………. 167

6.4.4. Damage to baggage contents ………………………………………………... 167

6.4.5. Shortage of baggage items…..………………………………………………. 167

6.5. Claims for failures in the baggage transportation……….………………… 167

6.5.1. General provisions..…………………………………………………………. 167

6.5.2. Claims for baggage loss….…………………………………….……………. 168

6.5.3. Claims for baggage or its contents damage………………….………………. 168

6.5.4. Claims for shortage of baggage items …….……………………………….... 169

6.5.5. Claims for baggage delayed delivery……….……………………………..... 169

6.6. Claims for failures in the baggage transportation on the domestic flights of

the Russian Federation ………………………………………………....

169

6.6.1. Carrier liability……………………………………………………………... 169

6.6.2. Submission of claim…….…………………………………………………... 170

6.7. Claims for failures in cargo transportation ………………….. 171


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6.1. Unclaimed (found) baggage.

Baggage unclaimed by passengers upon the flight arrival to the destination point

is considered to be found if it is marked with a baggage tag to this destination point or

there is no baggage tag on it.

Unclaimed baggage is weighed, marked with a special tag on which data is

indicated.

If necessary, the baggage is opened for identification.

Within two hours from the moment of the flight arrival senior Transport

Management Service shift agent shall draw up a property irregularity report on the

found baggage.

After security service check unclaimed baggage is transferred for storage in a

special room.

After five days unclaimed baggage is sent to the central storage area.

If there is no baggage tag on the found baggage, but there is a name tag, it is

necessary to contact the passenger at the address or phone number indicated on the

name tag and inform him of the baggage location.

In the absence of the name tag the baggage is opened for identification, and an

inventory of the baggage contents is drawn up, this information is entered into the act.

If the baggage is marked with a baggage tag according to the data indicated on it,

and a name tag, if any, the owner of the baggage should be identified.

When the property irregularity report on this baggage is drawn up measures are

taken to handle it to the owner. Baggage tracing is suspended and after the passenger

receives the baggage, the passenger signs the act.

The baggage owner should be informed of the baggage location o, if it is possible

to contact him.

If the search for the hold baggage owner has given positive results, the Carrier

shall provide the hold baggage owner with a written notification, if possible, inform the

passenger by phone or e-mail about the necessity to claim baggage and the procedure

for baggage receiving or delivering.

6.2. Mishandled baggage

Baggage that is mistakenly shipped to any point different from the destination

indicated on the baggage tag is mishandled baggage.

Mishandled baggage shall immediately be sent to the destination according to the

baggage tag. In addition to the original tag, baggage is marked with mishandled

baggage tag.

When baggage is being sent, it is necessary to immediately send information

using a telegram to the destination and transfer points if the shipment route includes

several points.

Required message elements:


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- Baggage tag number;

- Mishandled baggage tag number;

- Passenger Surname;

- Flight number for which the baggage is checked in and the date;

- Flight number by which baggage is being sent and date;

- Destination and transfer points, if any, airline codes;

- Incident purpose (code);

- Number of baggage pieces;

- Baggage weight.

6.3. Lost baggage

Baggage checked in at the departure point, but not arrived at the destination along

with the passenger is lost baggage.

At the point of arrival all problems with hold baggage are solved by the last

carrier by whose flight the passenger arrived at the destination.

When a passenger appeals for baggage not arrived at the destination, airport and

Airline personnel perform a local search: check whether the baggage is completely

unloaded from the aircraft and delivered to the baggage claim area. If baggage could not

be found, the passenger is offered to present a ticket, baggage tag, excess baggage

ticket, passenger ticket with which the baggage was jointly registered if the baggage

weight exceeds the free baggage allowance. Based on these documents a report of

baggage tracing is drawn up.

The passenger determines the type and color of the baggage not arrived to the

destination according to the IATA Baggage Type Identification Table.

The report specifies the weight of hold baggage, the weight of the baggage

delivered and the weight of the lost baggage.

After issuing the baggage tracing report, a property irregularity report during the

baggage transportation drawn up in a language the passenger understands.

The passenger is issued a copy of the baggage tracing report and a memo

indicating the contact numbers, address and information on the time of the baggage

tracing. At the same time the documents submitted for drawing up the report are

returned to the passenger. The passenger is warned about the necessity to keep them, as

they are attached to the claim if the luggage will not be found.

If a passenger does not have a baggage tag, a note “for tracing only” is made on

the baggage tracing report and the passenger is informed that he will not be paid

compensation if the baggage would not be found.

6.3.1 Baggage delivery

Baggage delivered to the destination is passed to the passenger.

If hold baggage is found, the Carrier shall notify the owner of hold baggage and

its delivery to the airport (point) indicated by the passenger and, at the passenger

request, to the address indicated by him without additional charge.


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The baggage is delivered by the Carrier on whose flight the passenger arrived at

the destination airport.

The passenger is notified of the baggage arrival and the baggage delivery details

are coordinated with him. The baggage is delivered to the owner as soon as possible,

however, the priority is the baggage of passengers departing on a cruise or on the tour;

passengers who need baggage to participate in negotiations or important events;

wheelchairs, etc.

If the passenger, for any reason, was forced to arrive at the airport to claim his

baggage, he may make a claim to the carrier for reimbursement of expenses for this trip.

6.4. Damaged baggage and shortage of contents

When a passenger appeals at the arrival point for damage to hold baggage,

damage to its contents or shortage of its contents, the airport staff offers the passenger

to present a ticket, baggage tag, and the excess baggage ticket.

On the basis of the submitted documents, after a visual check of damaged

baggage, a damage/shortage is drawn up.

After the damage/shortage report is drawn up, a baggage transportation failure

report is drawn up in a language passenger understands.

The passenger is issued a copy of the report and a memo indicating contact

numbers for additional information and recommendations of the Carrier.

At the same time the documents submitted for drawing up the report are returned

to the passenger.

The passenger is warned about the necessity to keep them, as they are attached to

the claim if the luggage will not be found.

6.4.1. Damaged baggage

Airport personnel carefully inspect the damaged baggage, weigh it, check if there

is a mark about the damage on the tag if the baggage is marked with a tag with such

mark. The passenger is invited to check the integrity of the baggage contents.

The report includes data on the baggage weight, the nature and extent of damage,

according to oral information provided by the passenger the cost and year of the

baggage purchase are indicated.

When submitting a copy of the report, the passenger is warned that the damaged

baggage shall be kept until the decision on the claim is made.

6.4.2. Repair of damaged baggage

If the damaged baggage is to be repaired, the passenger is invited to contact the

repair station and then submit a receipt confirming the baggage repair costs incurred.

6.4.3. Non-repairable damaged baggage

If the damaged baggage cannot be repaired or the cost of repair exceeds the cost

of the baggage itself, the passenger claims in the prescribed manner, the repair station

statement and documents confirming the baggage cost and the year of purchase are


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attached to the written application. The passenger passes the damaged baggage to the

Carrier.

6.4.4. Damage to baggage contents

When a passenger claims that the baggage content is damaged, the airport staff

offers the passenger to open the baggage and present the damaged items. Upon drawing

up a report the damaged items and the nature of the damage shall be described in

details. If belongings are damaged by a liquid or substance that was in the baggage, this

should be recorded in the report. When submitting a copy of the report the passenger is

warned that the damaged items shall be kept until the decision on the claim is made.

6.4.5. Shortage of baggage items

When a passenger appeals about the shortage of items in hold baggage, airport

personnel inspects baggage in which according to the passenger’s statement items are

missing in order to establish the details of what happened: the state of the baggage

locks, whether there was access to the contents. The baggage received by the passenger

is weighed and determined whether there is a difference in the baggage weight . These

data are entered into the report.

The fact of shortage the baggage items is informed to the local internal affairs

bodies and the message is sent to the departure airport.

6.5. Claims for failures in the baggage transportation

6.5.1. General provisions

All necessary documents confirming the passenger’s right to claim refund shall

be enclosed to the claim: a ticket, an excess baggage ticket, a baggage identification tag,

a report of failure in the baggage transportation. The amount of the claim shall be

proved by the interested party. In the case if baggage receipt without objection it is

assumed, unless it is proved otherwise, that it has been delivered in proper condition

and in accordance with the traffic document.

In the event of damage to the baggage, the person entitled to receive it shall

submit a written claim to the Carrier immediately upon detecting the damage, but not

later than 7 days beginning from the day the baggage was received. In case of delay in

delivery, the claim shall be made within 21 days from the day the baggage is handed

over to the recipient.

The Carrier within thirty days from the date of receipt of the claim shall consider

it and notify the passenger in writing of the claim satisfaction or rejection.

In case of loss, shortage, damage or delay in the delivery of part of hold baggage

or any item contained in it, when determining the amount of compensation only the total

weight of the piece or pieces of baggage is taken into account.

The Airline liability for failures in the transportation of baggage accepted for

transportation without declared value is limited to 20 USD per kg of baggage.

The amount of payment shall not exceed the actual damage. The Airline is not

responsible for fragile or perishable goods, money, jewelry, precious metals, valuable

and business papers, passports and other documents placed in hold baggage.


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6.5.2. Claims for baggage loss

In addition to the documents listed in clause 6.5.1, a passenger’s statement with a

list of items contained in the baggage and an indication of their value shall be attached

to the claim for baggage loss.

Baggage is considered lost if it is not detected within 21 days following the one

which it was supposed to arrive at its destination.

In the event that the weight of the lost piece of baggage has not been established,

the data of the weights table is used to determine it (IATA Recommended Practice

1751). The reimbursement is limited to the free baggage allowance.

The amount paid to the passenger for the purchase articles of daily necessity,

upon the payment of compensation for the loss of baggage is deducted from the amount

due.

6.5.3. Claims for baggage or its contents damage

In addition to the documents listed in clause 6.5.1, a passenger’s statement is

attached to the baggage damage claim stating the value of the damaged baggage, the

year and month of its purchase.

The amount of the claim shall be proved by the interested party. The passenger

shall submit an invoice for the repair of damaged baggage (if the baggage is subject to

repair), or a check confirming its value and the date of purchase (if the baggage is not

repairable).

If the baggage contents are damaged the passenger shall indicate in the

application the value of the damaged items and pass them to the Carrier if necessary.

6.5.4. Claims for shortage of baggage items

In addition to the documents listed in clause 6.5.1, a passenger’s statement with a

list of items missing and their value is attached to the claim.

Compensation is paid if the difference in weight of hold baggage is established.

In individual cases when it is not possible to determine the difference in the

baggage weight (if the passenger was part of a group, etc.), when paying compensation

the weight of the missing items shall be determined according to the weights table

(IATA Recommended Practice 1751).

6.5.5 Claims for baggage delayed delivery

In case of baggage delayed delivery the passenger has the right to make a claim

within 21 days from the date of receipt of the baggage.

In addition to the documents listed in clause 6.5.1, a passenger’s statement is

attached to the claim with an indication of the amount of the inflicted damage and

invoices/checks confirming the costs incurred due to the baggage delayed delivery.

6.6. Claims for failures in the baggage transportation on the domestic flights of

the Russian Federation

6.6.1. Carrier liability

The Carrier is liable for the loss, shortage or damage of baggage after it is

accepted for air transportation and prior to issue to the recipient or prior to transferring


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it, according to the established rules, to another citizen or legal entity if it does not

prove that was taken all necessary measures to prevent harm or it was impossible to take

such measures.

The Carrier is liable for the loss, shortage or damage of baggage in the following

amounts:

- for the loss, shortage or damage of baggage accepted with the declaration of

value - in the amount of the declared value. For the air transportation of declared

baggage, an additional fee shall be charged to the passenger the amount of which is

established by the baggage air carriage agreement;

- for the loss, shortage or damage of baggage accepted for air transportation

without declaring value - in the amount of the baggage value, but not more than in the

amount of two minimum wages established by federal law per kilogram of baggage

weight;

- - for the loss, shortage or damage of items being carried by the passenger - in

the amount of their value, and in case of impossibility of its establishment - in the

amount of not more than ten minimum wages established by law.

For delay in delivering a passenger or baggage to a destination, the Carrier shall

pay a fine of twenty-five percent of the minimum wage established by federal law for

each hour of delay, but not more than fifty percent of the transportation charge, unless

the Carrier proves that the delay occurred due to force majeure, elimination of aircraft

failure that threatens the aircraft passengers life or health, or other circumstances

beyond the control of the Carrier.

The Carrier is released from liability if it proves that the loss, shortage or damage

occurred due to circumstances which it cannot prevent or which elimination did not

depend on it, in particular, as a result of:

- guilt of the person who handed over or received the luggage;

- intrinsic nature of the transported items;

- deficiencies of the packaging that could not be noticed during the external

examination of the accepted baggage;

- special properties of items or substances in baggage that require special

conditions or precautions for their transportation and storage.

The Carrier is not liable for the loss of money put into the baggage and valuable

securities, documents, jewelry and other similar items that require special storage

measures during transportation.

6.6.2. Submission of claim

A passenger or an authorized person has the right to submit Carrier a claim in

case of loss, shortage or damage of baggage, as well as delay in its delivery.

The claim shall be enclosed with documents certifying the conclusion of the

passenger air carriage agreement and confirming the claimant’s right to submit a claim:

ticket, baggage identification tag, property irregularity report, excess baggage ticket.


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Circumstances that may serve as the basis for the carrier’s property liability are

certified by a property irregularity report. A property irregularity report is drawn up at

the airport of destination at baggage claim immediately upon detection of circumstances

requiring their satisfaction.

Claims to the Carrier in domestic flights can be filed within six months. The

specified period is calculated from the day of the event that served as the basis for the

claim.

The carrier is obliged to consider it within thirty days from the date of receipt of the

claim and notify the claimant of the satisfaction or rejection of the claim in writing.

6.7. Claims for failures in cargo transportation

6.7.1. Liability for international transportation of goods

6.7.1.1 Terms of liability

The Airline is liable for loss, shortage or damage to cargo that occurred while the

cargo was under the Carrier or the Airline agent protection, regardless of whether this

took place on the ground or on board the aircraft.

However, the Airline is not liable if the loss, shortage or damage to the cargo

resulted from its intrinsic nature, or hidden defects, or occurred as a result of an

uncontrollable by the Airline reason (climate change, temperature, atmospheric

pressure, being in normal or other conditions storage or transportation). The Airline is

not obliged to pre-warn the sender about the consequences that may arise from the

transport of such cargo, even if it knew about the possibility of their occurrence.

The Airline is liable for losses caused due to delay in the cargo transportation

within the limits of liability provided for by the Warsaw Convention and the Air Code

of the Russian Federation.

The Airline is liable for damage and losses, unless it proves that it, its employees

or agents took all necessary measures to prevent damage and losses, or it was

impossible to take such measures. In particular, the Airline is not liable for damage and

losses directly or indirectly arising from compliance with laws, regulations, rules and

prescriptions of authorities the State, from or through the territory of which

transportation is performed, or due to a reason beyond its control.

The Airline liability for causing damage and losses arising from the cargo

transportation is limited to cases that occurred during transportation by the Airline

flights.

In cases when the Airline issued an air waybill or accepted cargo for

transportation by other carriers, the Airline is the agent of these carriers.

6.7.1.2 Liabilities of the shipper or recipient

The shipper or recipient is obliged in accordance with civil law regulations to pay

damages caused to the Airline property by his fault or to the cargo of another cargo

owner for which the Carrier is responsible.

6.7.2 Claims for failures in cargo transportation (international cargo operations)


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In the case if cargo receipt without objection it is assumed, unless it is proved

otherwise, that it has been delivered in proper condition and in accordance with the

traffic document.

In the event of damage to the cargo during international cargo operation, the

person entitled to receive it shall submit a written claim to the Airline immediately upon

detecting the damage, but not later than 14 days beginning from the day the cargo was

received. In case of delay in delivery, the claim shall be made within 21 days from the

day the cargo is handed over to the recipient or person authorized by him.

If indefinite shipping markings are detected on cargo, no shipping markings on

cargo, packaging failure, breaking of seals, cargo without documents, documents

without cargo, no cargo entered in the cargo sheet and/or cargo air waybill, shortage,

damage (deterioration) of the provider shall be drawn up.

In the event of loss of cargo, a claim to the Airline is made within two years from

the date of the aircraft arrival to its destination, either from the day when the aircraft

should have arrived, or from the day of the termination of transportation. Cargo is

considered lost if it is not found when searching for 120 days from the day following

the one to which it was supposed to be delivered to its destination.

The claim is sent within the specified time limits. All the necessary documents

confirming the claimant’s right to claim reimbursement are attached to it, including a

genuine copy of the air waybill with the note “To the shipper" if the claim is submitted

by the shipper, or with the mark “To the recipient” if the claim is submitted by the

recipient.

The Airline considers the claim and notifies the claimant in writing whether it is

satisfied or rejected within 30 days from the date the claim was received.

For international cargo transportation the Carrier’s liability for each kilogram of

gross mass is limited to 20 USD (or their equivalent in the currency of the country

where the compensation is paid) per 1 kg of cargo.

However, if the shipper has handed over the goods to the Airline with a declared

value, the responsibility is determined in the amount of the declared value.

In the event of loss, shortage, damage or delay in the delivery of part of the cargo

or any item contained in it, when determining the amount of compensation, only the

total mass of the piece or pieces of cargo is taken into account. However, when loss,

shortage, damage or delay in the delivery of a part of the cargo or any item contained in

it affects the cost of other cargo items included in the same air waybill, then the total

weight of all cargo pieces shall be taken into account when determining the amount of

compensation.

The Airline is not liable for the death or damage to the health of the person

accompanying the animals transported on board the aircraft if they were caused by the

behavior of these animals.

The Airline is not liable if the death or injury of an animal was caused by natural

causes, the actions of the person accompanying it, or the behavior of the animal itself or


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other animals (for example, bite, kick, butting, strangulation), and also if it is related to

habits, natural features or temper of animals.

6.7.3 Claims for failures in the cargo transportation on the domestic flights of the

Russian Federation

Claim to the Carrier for domestic air transportation can be filed within six

months. The specified period is calculated as follows:

- on compensation for damage in case of the cargo shortage and damage, as well

as in case of delay in delivery from the day following the day of the cargo reception;

- for compensation of damage in the event of loss of cargo - ten days after the

expiration of the delivery period.

The right to claim to the Carrier have:

- in case of loss of cargo - the shipper upon presentation of an air waybill issued

to the shipper by the Carrier, with a mark of the destination airport on the arrival (non-

arrival) of the cargo;

- in the event of the cargo shortage or damage - the recipient upon presentation of

the air waybill and property irregularity report;

- in case of delay in cargo delivery - the recipient upon presentation of the air

waybill;

- the insurer upon presentation the relevant shipping documents, as well as

documents confirming the facts of the conclusion of the insurance contract and the

payment of insurance compensation.

The Carrier is responsible for the loss, shortage or damage of the cargo in the

following amounts:

- for the loss, shortage or damage of the cargo accepted for air transportation with

a declared value - in the amount of the declared value; For the air transportation of the

cargo with a declared value the shipper or the recipient will be charged an additional

fee, the amount of which is established by the cargo air carriage agreement;

- for loss, shortage or damage of the cargo accepted for transportation without

declared value - in the amount of its value, but not more than in the amount of the two

minimum wages per kilogram of cargo weight established by federal law.

For delay in delivering cargo to a destination, the Carrier shall pay a fine of

twenty-five percent of the minimum wage established by federal law for each hour of

delay, but not more than fifty percent of the transportation charge, unless the Carrier

proves that the delay occurred due to force majeure, elimination of aircraft failure that

threatens the aircraft passengers life or health, or other circumstances beyond the

control of the Carrier.

The Airline considers the complaint and notifies the applicant in writing of the

satisfaction or rejection of it within 30 days.


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CHAPTER 7.

STAFF TRAINING


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CONTENTS

7.1. General provisions 177

7.2. Current training 178

7.3. Seasonal training 179

7.4. Recurrent training 180


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7.1 General provisions

When entering into agreements with external agents and ground handling and

freight service providers the Airline requires existence of training programs. This

ensures that these agents or ground handling and freight service provider staff is

appropriately trained and ensures that the responsibilities assigned to them are

performed effectively.

The programs shall be analyzed and updated.

Training of personnel of the Ground Handling Management Department, which

controls the operations of agents providing the Airline aircraft ground handling services,

is performed in accordance with:

- the current I-204-004 "Ground Handling Personnel Professional and Initial

training Program” approved by the Airline’s General Director.

Personnel performing ground handling duties shall complete an initial training

course before proceeding to operations. Training programs include initial and Initial

training to effectively perform assigned duties.

Employees assigned duties to perform ground handling services on the apron,

including the operation of ground support equipment, shall complete an aviation

security initial and Initial training courses, as well as on operational safety on apron in

accordance with the provisions of Article 611 of the Airport Handling Manual.

With the aim of continuous improvement and efficiency, as well as the timely

integration of the latest regulatory and operational changes, the modernization of

existing training programs is performed, based on the analysis of the following

documents:

- New or amended regulatory documents of the Russian Federation and federal

executive authorities, which are specially authorized bodies in the field of air transport;

- IATA and ICAO documents, IOSA standards and recommended practices;

- orders, decrees, instructions of company managers;

- company standards;

- Manuals;

- Audit and inspection reports;

- proposals of company units.

Training programs are designed in such a way that the staff receive theoretical

training that is appropriate to their job responsibilities, necessary to perform duties,

perform procedures and use equipment. The content of such programs shall include:

- introductory course on general requirements and regulations;

- detailed training on requirements, including rules, procedures and operation

techniques;

- training in human factor;

- occupational safety training.

Training for employees assigned ground handling duties includes certification or

assessment by written or oral examination, or in practice, to fulfill the requirement that


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the personnel performing the work demonstrate adequate knowledge, training or skills

to perform duties, procedures or equipment maintenance.

The head of service provider is responsible for clearance of only trained

personnel for work on the ground support operations.

Ground handling personnel undergoes initial and recurrent training in the

performance of the following ground handling duties and functions:

Passenger service:

Aviation basics;

Arrival / departure;

Baggage service;

Registration of passengers;

Service for passengers with reduced mobility;

Post-flight service;

Special categories of passengers;

Transfer of loading information;

Transfer, transit and communication;

Passenger boarding bridge operation;

Aircraft doors.

Apron service:

Service principles;

Vehicle driving on the apron;

Basic hand signals;

Aircraft traffic control on the ground (marshalling);

Operations with a passenger boarding bridge;

Doors to the aircraft cargo hold;

Aircraft doors;

Aircraft loading;

Arrival of the aircraft;

Departure of the aircraft;

Aircraft pushback;

Aircraft towing;

Operation of ground support equipment;

Headphone connection "Ground-cockpit" and engine start;

Baggage service on the apron;

Aircraft loading supervision;

Apron safety supervision.

Load control:

Aviation basics;

Aircraft weight and balancing principles;


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Load scheduling and summary loading sheet;

Documentation and messages.

The personnel responsible for aircraft fueling and assigned duties to perform the

Airline aircraft fueling shall undergo an initial training course and recurrent training that

includes the following training elements:

- safe operation of equipment;

- emergency response and emergency procedures;

- measures to prevent fuel spills;

- procedures for refueling and unloading fuel from aircraft;

- training by aircraft type.

The personnel responsible for de-/anti-icing and assigned duties to perform the

Airline aircraft fueling shall undergo an initial training course and recurrent training that

includes the following training elements:

- general standards, rules and guidelines, including local rules and restrictions;

- danger of the influence of snow, frost, ice, slush and frost;

- the procedure for the safe operation of equipment and de-icing treatment,

including critical areas of the aircraft;

- the main characteristics of liquids and their use, as well as restrictions on the

time of protective action;

- de-icing codes, communications and coordination.

7.2 Initial training

Initial training is performed by aviation personnel training centers.

This type of training provides:

- operational study of instructions received from the management, specifications,

guidance, additions and changes to them and other guidance documents regulating the

work of departments;

- putting employee into operation for clearance for independent work.

Putting into operation is established for a period of up to 3 months and is intended

to prepare:

- newly employed employees;

- - employees who, for any reason, lose their qualifications, before re-assigning

them to perform operational duties;

- employees transferred from one unit to another for independent work in an

operational environment.

Putting into operation is performed according to the relevant unit approved

programs and is performed according to the course, brigade and individual forms of

training.


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In the course training operational training of employees is performed in two

stages:

- at the first stage - in the training group at the specially created for this purpose

training and operational facilities;

- at the second stage - at workplaces managed by the head of the department or

individually under the guidance of a qualified specialist who is not exempt from

performing his work duties.

If necessary, the First Deputy General Director for Operations shall develop and

approve, in the established manner, training programs for organizing the training of

relevant specialists.

In the brigade training operational training is performed individually at

workplaces under the guidance of a qualified specialist who is not exempt from

performing his work duties. Employees theoretical training can be performed

independently at the training and operational facilities.

In the individual training the trainee studies the theoretical course independently

and through consultations with theoretical teachers from the number of managers and

qualified specialists, and the operational training takes place individually under the

guidance of the head of the unit or qualified specialist not exempt from performing his

work duties.

Putting employees into operations ends with a final lesson with taking exams

(tests). The employee’s clearance for independent work is documented by a protocol

and an order of the General Director, which are stored in the Human Resources

Management Service.

7.3 Seasonal training

Seasonal training is performed to study the characteristics of the servicing and

operation of ground support vehicles, equipment, operational facilities and the

performance of work in different periods of the year.

Seasonal training sessions are performed twice a year:

- When preparing to the Winter Season during August-September;

- When preparing to the Summer Season during February-April.

Planning and conducting seasonal training performed by the heads of departments

in accordance with the Order of the Federal Air Transport Agency of October 29, 2015

N 689 "On approval of guidelines for the preparation of civil aviation organizations to

work in the Winter (Summer) Season" and the Airline order about preparing for

seasonal air navigation.

Responsibility for the organization, methodological training and the quality of

seasonal training of personnel assigned on the heads of departments.

7.4 Initial training

Initial training includes:

- Periodical undergoing initial training courses (faculties) of Civil Aviation and

other authorities training centers;

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- undergoing target training courses.

In order to improve flight safety during the transportation of dangerous goods by

air transport of the Russian Federation, personnel of aviation enterprises (including

foreign authorities), shippers and their agents, who are directly involved in the

organization of these transportations, are trained in dangerous goods. The training

course program is based on ICAO recommendations - Document 9375 AN / 913 and on

recommendations from the IATA Dangerous Goods Regulations (DGR).

Ground handling operations personnel complete dangerous goods training, to

include initial and recurrent training within 24 months of previous training in dangerous

goods. Such training shall be completed by personnel that perform operational duties in

the following functions within the scope of ground handling operations:

Passenger handling;

Baggage handling;

Aircraft loading;

Load control.

During training personnel shall study theoretical part and undergo practical

training. The curriculum for dangerous goods training for ground handling personnel

will vary depending on specific responsibilities and duty function(s).Dangerous goods

training for personnel whose responsibilities are connected to cargo and/or mail

handling will typically address the following subject areas:

- General knowledge;

- Limitations;

- General carrier requirements;

- Dangerous goods classification;

- List of dangerous goods;

- General packaging requirements;

- Packaging instructions;

- Labeling and marking;

- Carrier declarations and other related documentation;

- Cargo registration procedures;

- Recognition of undeclared dangerous goods;

- Storage and loading procedures;

- PIC notification;

- Provisions for passengers and crew;

- Emergency procedures.

The courses are completed by passing exams and issuing a clearance (certificate /

license) to perform work related to the transportation of dangerous goods by air.

If the service provider doesn’t accept for transportation dangerous goods as cargo,

mail or COMAT, ground handling personnel receive training on dangerous goods,

which includes an initial and recurrent training every 24 months after the end of the

previous course. Such training includes:


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- General provisions;

- Limitations;

- Labeling and marking;

- Recognition of undeclared dangerous goods;

- Provisions for passengers and crew;

- Emergency procedures.

The courses are completed by passing exams and issuing a clearance (certificate)

to perform work related to the transportation of dangerous goods by air.

In accordance with the requirements of the Air Code of the Russian Federation, in

order to implement the order of the Federal Antimonopoly Service of the Russian

Federation of April 16, 1998 No. 310 “On professional training in aviation safety of

aviation personnel, students of educational institutions, civil aviation workers of the

Russian Federation”, on the basis of the order was developed training course for the

Airline personnel under the Aviation Security program.

First, to the courses (faculties) of recurrent training are directed the newly

appointed managerial personnel and leading specialists being on the list of reserves for

promotion, taking into account the necessity.

The managerial personnel and specialists undergo recurrent training courses at

least once every three years.

Upon completion of training, a certificate of the established sample is issued,

copies of which are stored in the departments and personal files of employees.

In addition, employees are being upgraded when attending seminars and training

programs that specify general and specific requirements for various categories and

groups of workers.

Employees improve their professional level by studying in higher and secondary

professional educational institutions. The administration creates the necessary

conditions for combining work with training.

Recruitment of personnel for training, retraining and recurrent training,

conducting organizational and methodological work with them is an important and

responsible duty of each Airline manager.


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CHAPTER 8.

QUALITY ASSURANCE PROGRAM


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CONTENTS

8.1. The Airline Quality Assurance Program 185

8.2. Provision of resources 186

8.3. Service providers management 189


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8.1. JSC Nordavia Quality Assurance Program

8.1.1. General requirements

Systematized data on the organization of the Airline quality management,

specifically: the totality of the organizational structure, methods and procedures

implemented by the Airline management to manage the Airline activities, including risk

management and internal control is regulated by the RK-156-001 JSC Nordavia Quality

Manual and I-248-001 Flight Safety Management Manual. JSC Nordavia Quality

Assurance Program specific for ground operations support is an integral part of JSC

Nordavia Quality Assurance Program of as a whole and provides for conducting audits

at planned intervals and further evaluation of management and operational activities

systems to ensure:

compliance with applicable regulations and standards, meeting stated operational

needs;

identification of undesirable conditions and areas of work requiring improvement;

identification of hazards to operations;

assessment of risk control measures effectiveness related to the flight safety.

Internal audits by areas of activities are conducted at least once a year. During

annual internal audits planning resources are evaluated for their conduct in order to

ensure that such audits will be:

Conducted without violations of the periodicity established in the Airline;

Will be conducted on time.

The planning process ends with the approval of the annual audit plan ZK-156-

050, which indicates the status of the audits, the date of completion of the previous audit

and the planned time interval for the next audit.

The information obtained during the implementation of the Quality Assurance

Program is one of the parameters for monitoring the characteristics of the integrated

management system, which is used in all Airline subsystems as part of which the

compliance of products and services of the Airline and its service providers are

monitored regarding compliance with the requirements of flight safety, aviation security

and quality level.

The process of taking measures on nonconformities identified during audits and

inspections for ground handling provides:

Identification of root causes;

development of corrective actions to eliminate the identified nonconformities;

taking corrective actions to eliminate nonconformities at the relevant operational

sites;

monitoring and evaluating corrective actions to determine their effectiveness.

Significant problems identified during the audits of the ground handling functionality

shall be regularly monitored by the head of the unit responsible for ground handling.

8.2. Provision of resources

8.2.1. General provisions


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The Airline, guided by corporate policies, determines and provides the resources

that are necessary to implement the strategy and to achieve the goals. They include

resources to work and improve the effectiveness of the management system, to meet the

requirements of flight safety and aviation security, as well as the satisfaction of

consumers (customers), partners and other interested parties.

Providing the necessary resources directly depends on the direction of the main

activity of the structural unit and satisfies the requirements for operational safety in the

field of ground handling.

The main resources include:

qualified personnel with professional knowledge, necessary experience and skills;

infrastructure including:

buildings, workplaces and related utility facilities;

support equipment, including tools, hardware and software;

support services, including transportation and communications.

8.2.2. Information exchange

An effective information exchange system ensures the exchange of working

information on all Airline structural units, including top management, heads of

structural units and personnel, as well as personnel of external service providers to

whom are outsourced operational functions in order to ensure the organization's

awareness of compliance with current regulations and other requirements.

The information exchange system available at the Airline for the ground

operations support:

provides the exchange of important information for ground handling operations;

ensures that changes that affect operational responsibilities or efficiency are

communicated to relevant management and executors as early as possible;

ensures the dissemination of safety information throughout the organization to

maintain awareness of the SMS and current operational safety issues.

The means of communication between management and operational personnel for

ground operations support include:

e-mail, Internet;

operational reporting system for operational and flight safety ensuring issues;

communique (letters, minutes, bulletins);

publications (newsletters, magazines).

8.2.3. Documentation system

Documentation accounting and control system ensures the safety of records

certifying the performance of ground handling operations, including, but not limited to,

meeting the requirements for professional training and qualification of ground handling

personnel, calibration of weights. The specified system, in established cases, shall

comply with the requirements of the Authorities, regulatory documents, the

requirements of customer airlines and provide for a standard procedure for maintaining

records that ensures:


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Identification;

Clarity and readability;

Retention;

Recovery;

Protection and security;

Distribution and destruction.

The structure and documentation requirements of the Airline are set out in RK-

156-001. The QMS documentation system and the procedure for execution the

documents are defined by DP-156-013 “Management of quality management system

documentation”. When using an electronic system for documentation and records

management and control, regular backups of files with information that is directly used

in the performance of ground handling operations are provided, in accordance with DP-

264-001 “Creating backup copies of industrial databases, physical and virtual servers”.

8.2.4. Human resource management

The Airline management system defines the accountability, authorities and

responsibilities of management and non-management personnel, performing functions

that affect operational safety and / or aviation security during performance of ground

handling operations. The management system establishes: management levels with a

decision-making authority regarding the risk acceptability in relation to operational

safety and/or aviation security during performance of ground handling operations;

responsibility to ensure the performance of ground handling operations in accordance

with the applicable Ailrine regulations and standards; separation of responsibilities for

all ground handling operations, including direct operational safety and/or aviation

security responsibilities of top management for ground handling operations. The duties,

rights and responsibilities of employees, as well as the qualification requirements for

employees are established in the regulations on structural units and job descriptions.

The established procedure ensures that the authorities and duties of workers at all levels

of ground service management are clearly defined and communicated to all relevant

post holders and employees. All Airline employees associated with the performance of

functions affecting the operational safety and/or aviation security during aircraft ground

handling operations, are appointed to positions solely in accordance with their

education, skills, training and experience appropriate to their position, which ensures

safe and reliable operation of aerotechnics and/or work performance. In order to ensure

continuity of ground handling management, a delegation of duties between employees

of the ground handling management system is ensured, ensuring the continuity of

leadership in the absence of any of the managers in the workplace. The procedure for

delegation of duties of the post holder in the planned absence is governed by the Airline

organizational and administrative documents.

The employees performing essential operational functions, including employees

whose activities directly or potentially affect operational safety and aviation security,

shall be physically and mentally fit to perform their duties. Employees are prohibited to


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perform their duties and be in the workplace under the influence of psychotropic

substances and intoxicated (alcoholic, drug or other toxic).

8.3. Service providers management

Work on the management of the Airline suppliers is performed in the following

areas:

assessment of the service provider’s ability to deliver quality goods, work or

services and systematically improve quality in order to improve the efficiency of

processes;

monitoring of the actual performance of the service provider in comparison with

its obligations;

research and evaluation of the data to improve flight safety, improve product

quality and customer service;

audit (inspection) of service providers;

analysis of the effectiveness and efficiency of the service provider management

process.

With all suppliers, the Airline (as a customer) concludes agreements (contracts).

Agreements (contracts) with service providers that provide the Airline with services

related to flight operations, maintenance and repair, ground handling or aviation

security shall include service providers performance measures that can be verified by

the customer in order to ensure each service provider strict conformity with operational

safety and/or aviation security requirements.

All agreements (contracts) in the Airline are concluded in accordance with DP-

018-001 “Procedure for concluding contracts”, which includes provisions for

conducting periodic audits (inspections), which are an obligatory condition for the

control of service providers that provide with services for flight operations, maintenance

and repair, ground handling or aviation security.

All products that directly affect operational safety or aviation security when

performing ground handling operations, purchased or otherwise received from a seller

or service provider are checked for compliance with the product specifications

established by the Airline.

The Airline performs monitoring of suppliers who perform operational

maintenance and ground handling and/or aviation security functions for the Airline in

order to ensure that each service provider strictly meets flight safety and/or aviation

security requirements.

Monitoring of service providers includes:

- regulatory control over suppliers have valid licenses/certificates issued by

authorized state bodies, confirming full compliance with regulatory industry

requirements and allowing them to perform operational functions for operators;

- Ground handling control in accordance with the DP-204-009;

- - monitoring information on the website of the Federal Air Transport Agency to

check the readiness of airports, to work during the seasonal period;


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- conducting audits in accordance with DP-156-009 "Organization of audits";

- - messages to structural units in areas of activity on the performance by

suppliers of operational functions, received from:

The Airline Ground Support Division employees;

The Airline representatives acting based on the agreement with the Airline;

JSC Nordavia personnel at/after being at the location of operations, where the

supplier performs operational functions for JSC “Nordavia”.

When transferring ground handling functions to external agents or service

providers, the Airline enters into contracts or agreements with them. The basic

documents for the preparation of ground handling agreements for JSC Nordavia flights

at airports of the Russian Federation, foreign airports (representative offices and

branches) are the IATA Standard Ground Handling Agreement and the governing

documents of the Ministry of Transport of the Russian Federation on aircraft ground

handling and maintenance at airports of the Russian Federation. When concluding

ground handling agreements, JSC Nordavia provides the service provider with access to

operational documentation relating to the ground handling performed under the

agreement.

Personnel of external agents or ground handling service providers is trained in

training programs similar to the training programs of the Airline ground handling

personnel, as well as undergo recurrent training conducted not later than 24 months for

dangerous goods and 36 months for main programs after previous training.

When entering into agreements with external agents and ground handling and

cargo transportation service providers, the Airline requires that they have training

programs similar to the Airline's training programs, including retention of records, and

personnel involved in dangerous goods processes have been trained, qualified and

competent to perform their duties.

In accordance with the requirements of international standards implemented by

the Airline and the provisions of the Flight Safety Management Manual in the process

of monitoring the activities of the service providers, the Airline assesses the supplier's

processes that ensure the management of safety risks for outsourced operational

functions.

The main objective of such an assessment is to ensure that safety risks are subject

to continuous management in the case when the Airline entrusts the execution of

operational functions to an external service provider (outsourcing).

For this purpose, the following methods, which provide an assessment of the

safety management system, are applied:

Acceptance or approval under the State Safety Program (SSP);

Evaluation of SMS as part of the IOSA and ISAGO audit;

Registration as an IOSA operator;

Registration as an ISAGO operator, if such registration (report) reflects

compliance with all SMS requirements;


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The SMS elements identified and defined by the Airline for implementation by

the service provider focus on risk identification (for example, quality assurance

program, Flight Safety operational reporting system, Flight Safety confidential reporting

system, incident/accident investigation program) and include the necessity of training

and personal involvement of the operational personnel. External service provider

personnel shall be trained and competent to fulfill their SMS duties.

The Airline takes into account the IOSA and ISAGO registration when

identifying and defining the SMS elements required for the implementation by the

service provider.


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ANNEX


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CONTENTS

Annex №1 Schemes of approaching, departure and maneuvering of

special vehicles when servicing the main types of JSC

Nordavia passenger aircraft

194

Приложение №2 Operational schedule of servicing the aircraft on the apron 195

Приложение №3 List of main phone and fax numbers, E-mail 198

Приложение № 4 Dangerous goods occurrence report form 199


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Annex №1 Schemes of approaching, departure and maneuvering of special vehicles

when servicing the main types of JSC Nordavia passenger aircraft

1. SCHEME

of approaching, departure and maneuvering of special vehicles when servicing Boeing

737


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Annex №2.

Example of operational schedule of servicing the aircraft on the apron.


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Operational schedule of preparation of the Boeing- 737-800 aircraft for departure "From the BASE" (01:15)

Name of works Beginning of

work End of work Work duration Responsible party

1 Aircraft positioning on operational stand* 1:15 0:47 Airport

2 Aircraft maintenance 1:15 0:28 0:02 NAYAK

3 Connection of the ground power unit 1:13 1:13 0:02 NAYAK

4 Passenger boarding bridge approach 1:15 1:11 0:53 Airport

5 Security service work on operational stand 1:15 0:22 0:03 Airport

6 Work of the border and customs squad at the operational stand** 1:15 0:22 0:53 Border Service, Customs

7 Aircraft refueling with fuel and oil 1:10 0 42 0:28 Refueling Complex, NAYAK

8 Crew arrival 1:11 Crew

9 Loading of soft equipment on board the aircraft 1:10 0:42 0:28 CS

10 loading of catering and kitchen equipment 1:10 0:42 0:28 Catering Service

11 Loading baggage, mail and cargo 1:10 0:28 0:42 Airport

12 Readiness for passenger boarding 0:42 Crew

13 Passenger boarding 0:42 0:27 0:15 Airport

14 Delivery of accompanying documentation to the aircraft 0:28 Airport

15 Registration of accompanying documentation on board the aircraft 0:28 0:24 0:04 Airport, crew

16 Organization of aircraft release 0:28 0:22 0:06 NAYAK

17 Passenger boarding bridge departure 0:24 0:23 0:01 Airport

18 Wheelchocks removal 0:23 0:22 0:01 NAYAK

19 Aircraft towing* 0:21 0:17 0:04 NAYAK, Airport

20 Aircraft De-/Anti-icing*** 0:16 0:00 0:15 NAYAK, Airport

*The works may be performed by the Airline maintenance department personnel

** when performing international flights

***During winter season (depending on weather conditions)


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Operational schedule of preparation of the Boeing- 737-800 aircraft for departure "FOR TURNAROUND” (00:60)

Name of works Beginning of work End of work Work duration Responsible party

1 Organizing aircraft meeting on a stand 0:00 0:05 0:05 NT, Airport 2 Placing wheelchocks 0:00 0:02 0:02 NAYAK

3 Connecting of the ground power unit 0:02 0:04 0:02 NAYAK

4 Buses approach 0:02 Airport Passenger boarding stairs approach 0:02 0:04 0:02 Airport

5 Aircraft maintenance 0:05 0:54 0:49 NAYAK 6 Work of the border and customs squad at the operational stand** 0:00 1:00 1:00 Border Service, Customs

7 Security service work on operational stand 0:00 1:00 1:00 Airport

8 Passenger disembarkation 0:04 0:14 0 10 Airport, Airline

Unloading baggage, mail and cargo 0:05 0:33 0:28 Airport

9 Unloading soft equipment 0:14 0:38 0 24 Airport 10 Aircraft cleaning 0:14 0:38 0:24 BFI 11 Aircraft fueling 0:14 0:38 0:24 CS

12 Unloading catering and kitchen equipment 0:14 0:38 0 24 Refueling Complex,

NAYAK, Airport

14 Loading catering and kitchen equipment 0:46 0:22 0:24 BFI

15 Loading baggage, mail and cargo 0:40 0:07 0:33 Airport

16 Loading soft equipment 0:40 0:22 0:18 CS

17 Readiness for passenger boarding 0:22 Crew

18 Passenger boarding 0:22 0:06 0:16 Airport 19 Delivery of accompanying documentation to the aircraft 0:06 Airport

20 Registration of accompanying documentation on board the aircraft 0:06 0:03 0:03 Crew, Airport 21 Organization of aircraft release 0:06 0:00 0:06 NAYAK

22 Passenger boarding stairs departure 0:03 0:01 0:02 Airport

23 Wheelchocks removal 0:01 0:00 0:01 NAYAK

28 Organizing aircraft meeting on a stand 0:00 0:05 0:05 NAYAK, Airport 29 Connecting of the ground power unit 0:05 0:20 0:15 NAYAK

*The works may be performed by the Airline maintenance department personnel

** when performing international flights

***During winter season (depending on weather conditions)


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Annex №3

List of main phone and fax numbers, e-mails

№ Position Phone Fax e-mail

1. First Deputy

General Director

for Operations

8(8182)218811 218875

[email protected]

2. Head of Ground

Handling

Management

Division

8(8182)412297 412247 [email protected]

3. Ground Handling

Management

Division Leading

Specialist

8(8182)412247 412247

[email protected]

4. Ground Handling

Management

Division Leading

Specialists (DCS

Group)

8(8182)412249 412249

[email protected]

5 Head of Ground

Handling Support

in Arkhangelsk

8(8182)218757 218855

[email protected]

6. Head of Ground

Handling Support

in Saint-Petersburg

+79115918901 7 (812)

7035375 [email protected]

7. Head of Ground

Handling Support

in Moscow

+79859925230 7(495)


7. Head of Ground

Support Complex

+7 (812)

7035375

+7 (812)


8 Head of Ground

Handling Support

in Murmansk

+79813002952

[email protected]





sip:89813002952



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Annex № 4

Dangerous Goods Occurrence Report (PIC.9.6.А DGR IATA)

DANGEROUS GOODS OCCURRENCE REPORT ОТЧЕТ О СОБЫТИИ, СВЯЗАННОМ С ОПАСНЫМИ ГРУЗАМИ

See the Notes on the back side a sheet. Those boxes where the heading is in italics need only be completed if

applicable. См. примечание на обороте. Ячейки, в которых заголовки напечатаны курсивом, заполняются по необходимости.

Mark type of occurrence: Accident Incident Other occurrence

Отметьте тип события: Происшествие Инцидент Другое событие 1.Operator:

Авиакомпания

2.Date of occurrence:

Дата события

3.Local time of occurrence:

Время события

4.Flight date: Дата рейса

5.Flight no.: Номер рейса

6.Departure airport: Аэропорт отправления

7.Destination airport: Аэропорт назначения

8.Aircraft type:

Тип ВС

9.Aircraft registration:

Регистрация ВС

10.Location of occurrence:

Место события

11.Origin of the goods:

Происхождение грузов

12.Description of the occurrence, including details of injury, damage, etc.:

Описание события, включая подробные сведения о нанесении повреждений и ущерба, и т.д.

13.Proper shipping name (including the technical name):

Надлежащее отгрузочное наименование(включая техническое наименование)

14.UN/ID no. (when know):

Номер ООН/ID(если известно)

15.Class/division (when know): Класс/Категория (если известно)

16.Subsidiary risk(s): Доп. Опасность(и)

17.Packing group: Группа упаковывания

18.Category, (class 7 only): Категория(только для класса 7)

19.Type of packaging: Тип упаковочного комплекта

20.Packaging specification marking:

Маркировка спецификации

уп. комплекта

21.No. of packages: Количество упаковок

22.Quantity (or transport index, if applicable):

Кол-во (или ТИ, если применяется)

23.Reference no. of Air Waybill:

Номер авианакладной

24. Reference no. of courier pouch, baggage tag, or passenger ticket: Номер курьерской сумки, багажного ярлыка, или пассажирского билета

25.Name and address of shipper, agent, passenger, etc.:

Имя и адрес грузоотправителя, агента, пассажира и т.д.

26.Other relevant information (including suspected cause, any action taken):

Другая соответствующая информация(включая предложения о причине, предпринятые действия)

27.Name and title of person making report:

Имя и должность лица составившего отчёт

28.Telephone no.:

Номер телефона

29.Company/dept. code, E-mail or InfoMail code:

Код компании, E-mail, код InfoMail

30.Reporter ref.:

Ссылки составителей отчета

31.Address:

Адрес

32.Date/Signature:

Дата/Подпись

Note:


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1. Any type of dangerous goods occurrence must be reported, irrespective of whether the dangerous goods are contained in cargo, mail or baggage.

2. A dangerous goods accident is an occurrence associated with and related to the transport of dangerous goods which results in fatal or serious injury to a

person or major property damage. For this purpose, a serious injury is an injury which is sustained by a person in an accident and which: (a) requires

hospitalization for more than 48 hours, commencing from the time the injury was received; (b) results in a fracture of any bones (except small fractures of

fingers, toes, or nose); (c) involves lacerations which cause severe hemorrhage, nerve, muscle or tendon damage; (d) involves injury to any internal organ;

(e) involves second or third degree burns; or any bums affecting more than 5% of the body surface; or (f) involves verified exposure to infectious

substances or injurious radiation. A dangerous goods accident may also be an aircraft accident; in which case the normal procedure for dangerous goods

accidents must be followed.

3. A dangerous goods incident is an occurrence, other than a dangerous goods accident, associated with and related to the transport of dangerous goods,

not necessarily occurring on board an aircraft, which results in injury to a person, property damage, fire, breakage, spillage, leakage of fluid or radiation or

other evidence that the integrity of the packaging has not been maintained. Any occurrence relating to the transport of dangerous goods which seriously

jeopardizes the aircraft or its occupants is also deemed to constitute a dangerous goods incident.

4. This form may also be used to report any occasion when undeclared or misdeclared dangerous goods are discovered in cargo or when baggage contains

dangerous goods which passengers are not permitted to take on board aircraft.

5. An initial report should be dispatched within 72 hours of the occurrence, unless exceptional circumstances prevent this.

The initial report may be made by any means but a written report should be sent as soon as possible, even if all the information is not available.

6. Completed reports are normally sent to the competent authority.

7. Copies of all relevant documents should be included with the report.

8. Providing it is safe to do so, all dangerous goods, packagings, documents etc. relating to the occurrence must be retained until after the initial report has

been made.

9. Requirements and procedures differ from state to state, it is recommended that the local competent authority be contacted in order to clarify the exact

procedures to be followed in the event of a dangerous goods incident or accident.

Примечание:

1. На любое событие, связанное с опасными грузами необходимо составлять отчет вне зависимости от того, содержались ли опасные грузы в

грузовой отправке, почте или багаже.

2. Происшествие, связанное с опасными грузами - это событие, относящееся к перевозке опасных грузов по воздуху и связанное с ней, в

результате которого какое-либо лицо получает телесное повреждение со смертельным исходом или тяжелое телесное повреждение или

наносится серьезный ущерб имуществу. В данном случае, тяжелое телесное повреждение это повреждение, которое было нанесено лицу в

момент происшествия, повлекшее за собой: а) госпитализацию на более чем 48 часов, начиная с момента получения повреждения; b) перелом

любой кости (исключая небольшие переломы пальцев или носа); с) получение ран с сильным кровотечением, повреждение нервов, мускул или

сухожилий; d) повреждение любого внутреннего органа; е) ожоги 2-й или 3-й степени или ожоги, поразившие более 5% кожного покрова; или

f) контакт с инфекционными веществами или вредной радиацией. Происшествие, связанное с опасными грузами также может являться

авиационным происшествием, и в данном случае необходимо выполнять обычные процедуры при происшествии, связанном с опасными

грузами.

3. Инцидент, связанный с опасными грузами - это событие, относящееся к перевозке опасных грузов по воздуху и связанное с ней, которое

происходит не обязательно на борту воздушного судна и приводит к телесному повреждению какого-либо лица, нанесению ущерба имуществу,

пожару, повреждению, просыпке, утечке жидкости или радиации и другим явлением, свидетельствующим о нарушении упаковочного

комплекта, но не являющееся происшествием, связанным с опасными грузами. Любое событие, связанное с перевозкой опасных грузов,

которое создает серьезную угрозу воздушному судну или находящимся на его борту лицам, также может рассматриваться как инцидент,

связанный с опасными грузами.

4. Данная форма также может использоваться для отчета о случае незадекларированных или неправильно задекларированных опасных грузов,

которые были обнаружены в партии груза или в случае обнаружения опасных грузов в багаже, которые запрещены к перевозке пассажирами на

воздушных судах.

5. Первичный отчет должен быть отправлен в течение 72 часов после происшествия, за исключением случаев, когда особые обстоятельства

препятствуют этому. Первичный отчет может быть составлен любым образом в письменной форме и должен быть отправлен как можно

быстрее, даже в том случае, если заполнены не все графы отчета.

6. Заполненные отчеты обычно направляют в компетентный орган.

7. Копии всех соответствующих документов должны быть приложены к отчету.

8. В том случае, если это не представляет опасность, все опасные грузы, упаковки, документы и т.п., относящиеся к событию, должны

находиться в сохранности до тех пор, пока не будет заполнен отчет, следующий за первичным отчетом.

9. Требования и процедуры в разных странах могут отличаться, поэтому рекомендуется связаться с местным компетентным органом для

выяснения порядка оформления процедур, которыми необходимо руководствоваться в случае инцидента или происшествия с опасными грузами.


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Annex №5

Airline aircraft commercial specifications

Aircraft type МАХ takeoff

mass, (kg)

МАХ landing

weight, (кг)

Baggage hold size,

Front/boot hold (m)

B737-700 VP-BYY 67131 58059 10,9/16,4m3

B737-700 VP-BZZ 67131 58059 10,9/16,4m3

B737-700 VP-BBI 67131 58059 10,9/16,4m3

B737-800 VPBEV 79015 65317 18,7/25 m3

B737-800 VQBEE 79015 65317 18,7/25 m3

B737-800 VQ-BBW 79015 65317 18,7/25 m3

B737-800 VQBBY 79015 65317 18,7/25 m3

B737-800 VP-BBD 79015 65317 18,7/25 m3

B737-800 VQ-BBV 79015 65317 18,7/25 m3

B737-800 VQ-BAB 78999 65317 18,7/25 m3

B737-800 VQ-BCC 79015 65317 18,7/25 m3

*depends on a flight range.

** for fuel density 0,8 kg/l

The configurations of the passenger cabins of the Airline aircraft are defined in AHM-

560.

Boeing 737- 700

Hatch

Hatch size

Height above ground

Minimum Maximum

Position meter inch meter inch meter inch

А 0.86x1.83 34x72 2.57 101 2.84 112

В 1.30x1.22 51x48 1.30 51 1.50 59

С 1,22x1.22 48x48 1.47 58 1.75 69

D 076x1.83 30x72 2.69 106 3.10 122

Е 0,56x0,99 22x39 3.07 121 3.18 125

F - - 2.95 116 3.45 136


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Boeing 737- 800

РОНО часть 5 Руководство по наземному ... - Nordavia

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