Explain the following:
Service Level Agreement
Answers at the end of the text.
GROUND HANDLING SERVICES – WHAT YOU WILL LEARN
Ground handlers provide many services to their clients, the airlines. We will list the services relating to baggage and cargo together with how services may be charged for the provision of those services. We will also show where services are sometimes not charged. This means that many Ground Handling companies are NOT getting all the revenue they should mostly because of poor record keeping. All too often services are not recorded or changes to flight schedules are not recorded.
Baggage is the passenger’s personal belongings like clothes that they take with them when flying.
Baggage may be cabin (carry-on) or hold baggage. Hold baggage is stored in the holds in the belly of the aircraft. It is important that departure baggage be loaded on the correct aircraft and arrival baggage is unloaded speedily and transported to the terminal for the passengers to collect. Baggage which is loaded on the wrong aircraft cause great inconvenience to passengers as they may be without changes of clothing or medication until the they are re-united with their baggage. Arrival baggage which arrives late at the baggage carousels is very upsetting to passengers and hence to the airline.
Service Provision and Pricing methods
Generally, baggage transport is an integral part of arrivals and departures it is included in the arrival or departure cost. However, The Service Level Agreements often list the timing conditions for baggage delivery required by the airline – passengers hate to wait for their bags. Baggage handling staff should record the actual times that the baggage left or arrived at the baggage so that the ground handler can manage the service.
Incorrect baggage departure from and arrival at the baggage centre times in the operations data. In the event of a dispute over late arrival baggage delivery, accurate records are essential to support the handler’s arguments.
Baggage sent to the wrong destination. The airline may impose penalties form mishandled baggage.
Baggage which is delivered late to the carousel. The airline may impose penalties for late baggage.
Accounting Getting and spending the money you get from providing handling services
Apron A set of stands or bays, usually, adjacent to a terminal
Arrival When an aircraft arrives at an airport and is unloaded.
Baggage Passengers personal belongings
Bay Part of the apron on which an aircraft is parked. Also known as a Stand
Cabin The part of the aircraft in which the passengers sit
Carousel Conveyor belts, one end of which is located in the arrivals terminal on which arrivals bags are placed so that pax can collect their bags
Carry-on baggage Baggage which passengers take with them into the cabin.
Contract An agreement between the ground handler and an airline which lists the services to be provided, the charges for the services, and the service levels at which the services will be provided
Departure When an aircraft leaves an airport
Flight schedule The planned flights for a period, usually a day
GSE Ground support equipment; buses, loaders, dollies, etc
Handling The work done on an aircraft’s arrival and to prepare for its departure
Mishandled baggage Baggage sent to the wrong destination or left behind at an airport
Operations The people who do the work around an on an aircraft
Passenger A person flying on an aircraft other than crew
Pax A collective noun for passengers.
Ramp handler Company whose business is to transport people in aircraft
Revenue Income from services provided
Service Unloading an aircraft, loading food onto the aircraft, draining the toilets, etc
Service Level Agreement An agreement, part of the contract in which the ramp handler agrees to provide services within certain time limits set by the airline
Stand Part of the apron on which an aircraft is parked
Terminal Building in which passengers prepare to board an aircraft or enter after a flight
WHAT HAVE YOU LEARNT?
The rings of Saturn are composed of lost airline baggage, true or false?
Carry-on baggage is the baggage that pax must put in the hold themselves, true or false?
Business class arrival pax get their bags first, true or false?
Hold baggage is luggage which passengers hold onto, true or false?
Airlines are very strict about baggage arrival on the carousel times, true or false?
False. This is an urban legend
False, this is baggage taken into the passenger cabin
First, they pay much higher fares for the privilege
The ramp handler’s staff load hold baggage
True, passengers get upset if they have to wait for their baggage