Notice: Undefined variable: pageDescription in /home/u722055525/public_html/head.php on line 31

Our Terms & Agreement

SERVICE LEVEL AGREEMENT (SLA)

on Service Delivery Standards

 

This SLA concerning Service Delivery Standards for the ground handling services Reasonableness will be used in the application of the standards.

At all times the delivery of service standards should not compromise safety procedures.

 

ON TIME PERFORMANCES

 

The Handling Company will be monitored on the performance of all the codes of delay listed below:

 

annual target:   D0’       97 %

 

 

Pax and bags

11

12

13

14

15

16

17

18

 

Cargo and mail

21

22

23

24

 

 

 

28

 

Aircraft & ramp handling

31

32

33

34

35

 

 

38**

39

Others

 

52

 

 

 

 

 

58***

 

 

 

 

 

 

75*

76

 

 

 

 

 

 

 

 

85

 

 

 

 

 

 

 

 

 

 

 

 

98***

 

 

*delays not counted if equipment available at ETD (-5’) and delay due to de-icing operations

** delays not to be counted if ULD stock after request of Handling Company is unavailable at the Airport

***In case of Handling Agent direct responsibility only : 58-98

 

The handling company will produce its best efforts in order to cooperate with the Carrier to cope with critical situations referred to the following codes: 36-37-77 although these code are not included in the target and considered for the application of penalty

 

In case of any disputed codes, the issue will be discussed and agreed upon together with the Airport’s representative and in accordance. The performance will be in any case evaluated as per ATM system data.

 

Minimum turnaround times to be always applied are:

 

A/C TYPE

TTO

TTO

 

Night Flight

Flight without handler

767

55 min

75 min

319

40 min

60 min

320

40 min

60 min

321

45 min

60 min

737

35 min

50 min

M80

35 min

60 min

M82

35 min

60 min

CR9

30 min

45 min

E70

30 min

45 min


PASSENGER HANDLING

 

ARRIVAL

Passenger Disembarkation

First passenger shall always disembark not later than 2 mins from ATA. (flights with “baggage delivery at aircraft” procedure will not be considered)

 

 

BAGGAGE

Arrival

·             Priority tagged baggage to be delivered first.

·