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MANUAL TITLE PAGE

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Publication of Nok Airlines Public Company Limited

17 Fl. Rajanakarn Building, 3 Sounth Sathorn Road, Yannawa, Sathorn Bangkok Thailand 10120 downloaded

ALLif RIGHTS RESERVED.

This Manual belongs to Nok Airlines Public Company Limited. Any unauthorized reprint or use of this material is prohibited. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system without express written permission from Nok Airlines Public Company Limited.

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Ground Operations Manual Preface Table of Contents

PREFACE

TABLE OF CONTENTS

MANUAL TITLE PAGE ...... 3

PREFACE ...... Preface 5

TABLE OF CONTENTS ...... Preface 5

LIST OF EFFECTIVE PAGES...... Preface 17 RECORD OF REVISION / AMENDMENT ...... Prefaceprinted 22 REVISION TRANSMITTAL ...... Preface 23 General ...... or Preface 23 Filing Instructions ...... Preface 23 Revision Highlights ...... Preface 24

CONTROLLED DISTRIBUTION LIST ...... Preface 25

ABBREVIATIONS ...... Preface 26

ADMINISTRATION AND CONTROL ...... Preface 29 Management of Manual ...... Preface 29 Applicability and Conditions of Use ...... Preface 30 Control of Manual ...... Preface 31 Review, Revision and Approval Process ...... Preface 32 Dissemination and Transmission ...... Preface 33

0 POLICY AND COMPLIANCEdownloaded STATEMENT ...... 0-1

0.1 NOK QUALITY, SAFETYif AND SECURITY POLICY ...... 0-1

0.2 NOK AIR GROUND OPERATIONS COMPLIANCE ...... 0-3

0.3 GROUND OPERATIONS POLICY AND FACILITY ...... 0-4

1 ORGANIZATION, DUTY AND RESPONSIBILITY ...... 1-1

1.1 CORPORATE ORGANIZATION ...... 1-1 NOK Organization Chart...... 1-1 Personnel Management ...... 1-2 Delegation of Duty ...... 1-2

1.2 DEPARTMENT ORGANIZATION ...... 1-3 Customer Services Department (OC) Organization Chart ...... 1-3 Uncontrolled Department Personnel Management ...... 1-4 Delegation of Duty ...... 1-15

1.3 GROUND PERSONNEL TRAINING ...... 1-17

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Ground Operations Manual Preface Table of Contents

General...... 1-17 Objectives ...... 1-17 Ground Instructor ...... 1-18 Motivation ...... 1-22 Training Programs ...... 1-23 Examination/Testing/Checking ...... 1-23 Training Requirements ...... 1-25 Categories of Training ...... 1-26 Extra Training ...... 1-27 Syllabus of Training Programs ...... 1-27 Course Contents and Details ...... 1-27 New Employee ...... 1-37 Training Records ...... 1-37 Responsibility ...... printed 1-40 Training Facilities and Devices ...... 1-41 Trainee-to-Instructor Ratio ...... 1-41 Equipment Operation...... or 1-42 Update Process for Training Program ...... 1-42

1.4 COMMUNICATIONS ...... 1-44 Ground Communications ...... 1-44 Email ...... 1-44 Reports ...... 1-44 Communiqués (Letters, Memos, Bulletins) ...... 1-45 Log Book ...... 1-45 Briefing ...... 1-45 Air-to-Ground Radio Communication ...... 1-45 Use of Walkie-Talkies ...... 1-45 Flight Information Message ...... 1-46 Phonetic Alphabet ...... downloaded 1-46 2 OPERATIONAL PLANNINGif ...... 2-1 2.1 OBJECTIVES ...... 2-1

2.2 DEPARTMENTAL OBJECTIVES AND QPI/QPT ...... 2-2 Quality Key Performance Indicators ...... 2-2 Ground Operations Performance Standard ...... 2-2

2.3 REGULATORY AND EXTERNAL REQUIREMENTS ...... 2-3

3 SAFETY AND SECURITY MANAGEMENT ...... 3-1

3.1 SAFETY MANAGEMENT ...... 3-1 Key Safety Personnel ...... 3-1 Departmental Safety Action Group (DSAG) ...... 3-1

Uncontrolled3.2 GROUND SAFETY REPORTING ...... 3-3 Ground Safety Reporting & Investigation Policy ...... 3-3 Definitions of Ground Accident and Incident ...... 3-4 Ground Occurrence and Safety Reporting Process ...... 3-4

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Ground Safety Reporting Flowchart ...... 3-5 NOK Confidential Safety Reporting Programme ...... 3-6 Hazard Identification and Risk Management ...... 3-6

3.3 EMERGENCY RESPONSE ...... 3-7 Mandatory Functions ...... 3-7 Duties and Responsibilities ...... 3-7 Tasks ...... 3-8

4 QUALITY MANAGEMENT SYSTEM (QMS) ...... 4-1

4.1 QUALITY PHILOSOPHY ...... 4-1 4.2 INTERNAL GROUND QUALITY SAFETY AND SECURITY AUDIT ...... printed 4-2 Designation /Qualification of Auditor ...... 4-2 Audit Checklists Used for Internal Audit and Review ...... 4-2 Auditing Process ...... or 4-3 Finding Notice (Corrective Action Request) ...... 4-4

4.3 RECORDS MANAGEMENT AND CONTROL FOR GROUND HANDLING ...... 4-5 Responsibilities ...... 4-5 Filing of Records ...... 4-5 Storage of Record ...... 4-5 Copying ...... 4-5 Back-up of Electronic Records ...... 4-6 Document Storage Period ...... 4-6

4.4 SELECTION OF GROUND HANDLING AGENT ...... 4-8 Training ...... 4-8 Station Performance ...... 4-9 Ground Handler’s Functionsdownloaded ...... 4-9 5 PASSENGER HANDLINGif PROCEDURES ...... 5-1 5.1 AIRPORT SALES COUNTER ...... 5-1 Sales Function ...... 5-1 Payment Receipt ...... 5-3

5.2 PRE-FLIGHT HANDLING ...... 5-7 Introduction ...... 5-7 Online Station (NOK DCS Station/NDD) ...... 5-7 Offline Station (Local DCS Station) ...... 5-7 Guideline for Passenger Pre-Flight Preparation ...... 5-7 Flight Editing ...... 5-7 Seat Assignment ...... 5-8 Seat Control ...... 5-10 Flight Briefing ...... 5-10 Uncontrolled Stationery ...... 5-10 Dangerous Goods Information and Notice ...... 5-11

5.3 CHECK-IN ...... 5-12

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Check-in Channels ...... 5-12 Check-in Counter Requirements ...... 5-14 Check-in Deadline ...... 5-14 Check-in Process ...... 5-14 Baggage Drop-Off ...... 5-16 Travel Documents and Verifications ...... 5-16 Boarding Pass ...... 5-18 Last Minute Change (LMC) ...... 5-18 Fly‘n’Ride / Fly‘n’Ferry / Airport to Town ...... 5-19

5.4 BOARDING PROCEDURES ...... 5-20 General procedures ...... 5-20 Discrepancy of Headcount at Boarding Gate ...... 5-21 Passengers Fail to Board the Aircraft ...... printed 5-21 Remote Bay Handling ...... 5-22 Documents Onboard ...... or 5-22 5.5 POST FLIGHT HANDLING...... 5-24 Update Flight Status in NDD ...... 5-24 Post Departure Message ...... 5-24 Departure Station Flight Files ...... 5-24

5.6 PASSENGER SECURITY...... 5-26 Security of Documents ...... 5-26 Information Security ...... 5-26 Restricted Area ...... 5-26

5.7 ARRIVAL ...... 5-27 Preparation ...... 5-27 Remote Bay Handling ...... 5-27 Arrival Baggage ...... 5-28 Baggage Claim ...... downloaded 5-28

5.8 THRU CHECK (NOK Connecting)if ...... 5-30 Domestic to Domestic ...... 5-30 Domestic to International ...... 5-32 International to Domestic ...... 5-34 International to International ...... 5-37 Flight Irregularity Handling for NOK Connecting Flights ...... 5-40

5.9 GOVERNMENT REQUIREMENTS ...... 5-41 Advance Passenger Processing (APP) ...... 5-41 Advance Passenger Information (API) ...... 5-43

5.10 SPECIAL PASSENGER HANDLING ...... 5-44 DCS System Entry ...... 5-44 Passenger with Reduced Mobility (PRM) or Passengers with Disabilities ...... 5-45 Uncontrolled Limitation of Carriage of PRMs ...... 5-45 Seat Allocations and Restrictions of PRMs ...... 5-46 Blind or Visually Impaired Passenger ...... 5-47 Deaf or Hearing Impaired Passenger ...... 5-47

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Wheelchairs ...... 5-47 Extra Seat (SSR Code: EXST) ...... 5-48 Obese Passenger ...... 5-49 Passengers with Leg in Cast ...... 5-49 Passenger with Service Animals ...... 5-49 Sick /Injured Passenger ...... 5-50 Infant ...... 5-50 Child ...... 5-51 Pregnant ...... 5-51 Buddhist Monks ...... 5-52 Passenger Grading ...... 5-52 Right to Refuse Carriage ...... 5-53 Channels for Feedback ...... printed 5-54 5.11 DEPORTEES AND INADMISSIBLE/NTLs (NOT TO LAND) ...... 5-55 Responsibility ...... 5-55 General ...... or 5-55 Clearance for Carriage of Deportees or Inadmissible/NTLs ...... 5-56 Limitation of Carriage of Inadmissible/NTLs ...... 5-57 Limitation of Carriage of Deportee ...... 5-57 Boarding and Seating ...... 5-58 Notification ...... 5-59 Handling ...... 5-59 Escort Requirement ...... 5-60

5.12 UNRULY OR DISRUPTIVE PASSENGER ...... 5-61 Introduction ...... 5-61 Levels of Threat ...... 5-61 Handling Procedures on Ground ...... 5-61 5.13 IRREGULARITY HANDLINGdownloaded ...... 5-63 System Outage ...... 5-63 Flight Disruptionif ...... 5-66 Aircraft return to bay ...... 5-71 Flight Interruption Manifest (FIM) ...... 5-72

6 BAGGAGE HANDLING PROCEDURES...... 6-1

6.1 CABIN BAGGAGE ...... 6-1 Definition ...... 6-1 Types of Cabin Baggage ...... 6-1 Acceptance ...... 6-1 Procedure at Check-In ...... 6-2 Procedure at Boarding ...... 6-2

6.2 CHECKED BAGGAGE ...... 6-3 Definition and General Terms ...... 6-3 Uncontrolled Baggage Allowance ...... 6-3 Special Checked Baggage ...... 6-5 Excess Baggage ...... 6-6 Standard Baggage Check-In ...... 6-7

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Baggage Tags ...... 6-7 Undeclared Weapons Discovered in Checked Baggage ...... 6-7

6.3 SPECIAL BAGGAGE ...... 6-8 Oversized Baggage ...... 6-8 Crew Baggage ...... 6-8 Gate Intercepted Baggage ...... 6-8 Sporting Equipment ...... 6-9 Musical Instruments ...... 6-9 Wheelchairs and Mobility Aids ...... 6-10 Accepting Wheelchairs/Mobility Aids with Spillable Batteries ...... 6-11 Accepting Wheelchairs/Mobility Aids with Non-Spillable Batteries ...... 6-11 6.4 BAGGAGE HANDLING ...... printed 6-12 Baggage Room Preparation ...... 6-12 Baggage Tags ...... 6-12 Baggage Cut-Off Load Verification Process ...... or 6-12 Removal of Checked Baggage ...... 6-12 Transfer Baggage-Special Cases ...... 6-13 Short Connection Baggage ...... 6-13 Items left behind in the Aircraft ...... 6-13

6.5 BAGGAGE LOADING ...... 6-15 Loading/Unloading Principles ...... 6-15 Securing of Load in the Aircraft ...... 6-16

6.6 BAGGAGE SECURITY ...... 6-17 General...... 6-17 Handling of Hold Baggage...... 6-17 Carriage of Weapons in Hold Baggage ...... 6-17 Security Removed Items ...... 6-18 Transfer and Connectingdownloaded Baggage ...... 6-18 Baggage Reconciliation ...... 6-18 Dangerous Goodsif in Baggage ...... 6-18

6.7 MISHANDLED BAGGAGE ...... 6-20 Processing Mishandled Baggage ...... 6-20 Storage and Handling Mishandled/Unidentified/Unclaimed Baggage . 6-20 Mishandled Mobility Aids ...... 6-20 Legal Time Limits for Reporting ...... 6-21

6.8 DANGEROUS GOODS ...... 6-22 Categories ...... 6-22 Process When Accepting Dangerous Goods as Passenger/Crew Baggage ...... 6-22 Procedure if Dangerous Goods not permitted is detected in Passenger Baggage ...... 6-23 Uncontrolled Batteries (ref IATA DGR 2.3.4.7) ...... 6-24 Carriage of Power Driven Wheelchairs ...... 6-24 Hidden Dangerous Goods ...... 6-26 Hidden Dangerous Goods Reminder During Check-in ...... 6-27

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DGR Labels ...... 6-28 Reporting ...... 6-28

7 CARGO/MAIL HANDLING PROCEDURES ...... 7-1

7.1 CARGO ACCEPTANCE ...... 7-1 General...... 7-1 Determine Process Flow ...... 7-2 Physical Inspection of Goods ...... 7-3 Air Waybill Data Verification ...... 7-6

7.2 CARGO ACCEPTANCE–SPECIAL CARGO...... 7-8 General...... 7-8 Cargo Acceptance–Live Animals (AVI) ...... printed 7-8 Cargo Acceptance–Perishables (PER) ...... 7-10 Cargo Acceptance–Comat ...... or 7-11 7.3 MAIL ...... 7-12 General...... 7-12 Acceptance ...... 7-13 Irregularity ...... 7-14

7.4 CARGO FORWARDING STORAGE AND PREPARATION FOR FLIGHT ...... 7-16 Storage ...... 7-16 Preparation for Flight ...... 7-16

7.5 INFORMATION AND DATA TRANSMISSION TO LOAD-CONTROL ...... 7-18 General...... 7-18 Load-Control must receive the following information: ...... 7-18

7.6 IRREGULARITIES ...... 7-19 General...... downloaded...... 7-19 Responsibility ...... 7-19 Investigation of irregularityif ...... 7-19 Document Filing ...... 7-19

7.7 DAMAGED CARGO (DMC) ...... 7-20 General...... 7-20 Cargo Irregularity/Damage report ...... 7-20 Damaged Cargo Procedures ...... 7-20 Intermediate Station ...... 7-21 Destination Station ...... 7-21 Missing Cargo ...... 7-23 Shipment with no label ...... 7-24 Shipment to wrong destination ...... 7-24 Shipment with no Consignee ...... 7-24 No pickup of AVI/Perishable ...... 7-25 Uncontrolled Shipment to Wrong Consignee ...... 7-25 7.8 CARGO SURFACE TRANSPORTATION AND TRANSFER ...... 7-26 Introduction ...... 7-26

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Transport from Facility to Aircraft ...... 7-26 Transport from Aircraft to Facility/Other Aircraft ...... 7-27 Inspection of Inbound Cargo ...... 7-27 Filing and Inbound Shipment ...... 7-28

7.9 CARGO BREAKDOWN, DELIVERY, IN TRANSIT AND TRANSFER...... 7-29 General...... 7-29 Breakdown of Cargo ...... 7-29 Cargo Delivery ...... 7-30

8 AIRCRAFT HANDLING PROCEDURES ...... 8-1

8.1 GENERAL ...... 8-1 Introduction ...... printed 8-1 Maximum Ground Times ...... 8-2 Wearing High Visibility Safety Vests ...... 8-2 Door Safety Net ...... or 8-2

8.2 SAFETY ON AIRSIDE ...... 8-3 Engines blast and suction areas ...... 8-3 Aircraft parking stand ...... 8-5 Aircraft Handling Door Opening ...... 8-6 GSE Parking ...... 8-6 Fuelling/De-fuelling with Passengers Embarking, On Board or Disembarking ...... 8-6 Approaching an Arrival Aircraft ...... 8-9 Aircraft and GSE Marshalling ...... 8-10

8.3 GROUND SUPPORT EQUIPMENT (GSE) ...... 8-21 Safety Instructions for Operating Motorized Vehicles in Airside Area .. 8-21 Pre-Operations Safety Checkdownloaded ...... 8-22 Ground Support Equipment Positioning ...... 8-23 Unserviceable Equipmentif ...... 8-24 Ground Equipment with Rubber Buffers ...... 8-25 Marshalling Hand Signals / GSE Hand Signals ...... 8-25 Aircraft Marshalling ...... 8-26

8.4 ITEMS TO BE COMMUNICATED BETWEEN GA/GHA AND FLIGHT CREW ... 8-27 The diagram below shows the basic layout of each GSE in and aircraft parking spot for B737-800 ...... 8-28 The diagram below shows the basic layout of each GSE in and aircraft parking spot for Q400 ...... 8-30 The diagram below shows the basic layout of each GSE in and aircraft parking spot for ATR-72 ...... 8-31

8.5 POSITIONING OF AIRCRAFT CHOCKS AND SAFETY CONES ...... 8-32 Safety Cones Placement and Removal ...... 8-32 Uncontrolled For B737-800, safety cones are deployed when aircraft on chock and they are located as follows: ...... 8-33 For Q400, safety cones are deployed when aircraft on chock and they are located as follows: ...... 8-34

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For ATR-72, safety cones are deployed when aircraft on chock and they are located as follows: ...... 8-35 Aircraft Chocking ...... 8-36 Removing Wheel Chocks ...... 8-37 Positioning Wheel Chocks for GSE ...... 8-38

8.6 PREVENTING FOREIGN OBJECT DAMAGE ...... 8-39 General Procedures ...... 8-39 FOD Checks ...... 8-39 Pre-Departure Walk Around Check ...... 8-39

8.7 FIRE PREVENTION...... 8-41 Fire Prevention Procedures ...... 8-41 Smoke and Fire Warnings in Aircraft Holds ...... printed 8-41 Fire in Unattended Aircraft or Airside ...... 8-41 8.8 CARING FOR PASSENGERS GENERAL GUIDELINES ...... or 8-42 8.9 GROUND INCIDENT ...... 8-43 Introduction ...... 8-43 Significant Ground Incident / Accident ...... 8-43 Ceasing work ...... 8-43 Reporting Procedures ...... 8-43 Assessment ...... 8-44 Evacuation ...... 8-44 Evacuation away from bays (Taxiways/Runways) ...... 8-44 Treatment of passenger ...... 8-44 Process flow for response to aircraft evacuation emergencies during ground handling with passenger onboard ...... 8-45 Process flow for response to aircraft evacuation emergencies during ground handling without passengerdownloaded onboard ...... 8-46 8.10 AIRCRAFT ACCESS DOOR ...... 8-47 Door Re-Open beforeif Pushback ...... 8-48 Safety Device Across the Opening of a Cabin Access Door ...... 8-48 Cargo Doors and Lower Compartment Doors ...... 8-48 Ground Support Equipment List ...... 8-48

8.11 Aircraft Security on Ground ...... 8-65 Aircraft on Ground ...... 8-65 Night Stops or Long Ground Stops ...... 8-65

8.12 DE-ICING/ANTI-ICING OF AIRCRAFT...... 8-66 Scope ...... 8-66 Responsibility ...... 8-66 Record ...... 8-66

Uncontrolled9 LOAD CONTROL ...... 9-1 9.1 INTRODUCTION ...... 9-1

9.2 LOAD CONTROL PRINCIPLES ...... 9-2

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9.3 REGULATORY REQUIREMENTS ...... 9-3 General Requirements ...... 9-3 Qualification requirements ...... 9-3 Documentation Requirements ...... 9-5

9.4 INFORMATION EXCHANGE ...... 9-6

9.5 LOAD PLANNING ...... 9-7 General...... 9-7 Loading Instructions / Report (LIR) ...... 9-7 Special Load - Notification to Captain (NOTOC) ...... 9-9

9.6 LOADSHEET ...... 9-10 Production of Loadsheet...... 9-10 Delivery of the Loadsheet ...... printed 9-11 Last Minute Changes ...... 9-11

9.7 POST DEPARTURE MESSAGING ...... or 9-14

9.8 DELAY CODES ...... 9-15 General...... 9-15 List of Delay Codes And Group Assignment ...... 9-16

10 AIRSIDE SAFETY OPERATIONAL OVERSIGHT ...... 10-1

10.1 AIRSIDE DRIVING SAFETY ...... 10-1 The Regulations ...... 10-1 The Environment ...... 10-1 Health Requirements ...... 10-2 Vehicle Requirements ...... 10-2

10.2 AIRSIDE DRIVING REGULATIONSdownloaded ...... 10-3 General ...... 10-3 Airside Regulationsif Summary ...... 10-3 Important Driving Highlights ...... 10-5

10.3 DRIVING PROCEDURES ON AIRCRAFT STANDS ...... 10-6 General ...... 10-6 Driving Around Aircraft ...... 10-6 Qualified Operators ...... 10-7 Aircraft Engines ...... 10-7 Priorities ...... 10-9 Unauthorised Carriage of Passengers...... 10-9 Parking of Equipment ...... 10-9 Equipment Restricted Area or ‘Circle of Safety’ ...... 10-9 Vehicle Reversing Restrictions ...... 10-10 Equipment Positioning ...... 10-10 Uncontrolled Vehicle Marshalling ...... 10-10 10.4 GROUND SERVICING EQUIPMENT ...... 10-13 Equipment And Baggage Tugs ...... 10-13 Baggage Conveyors ...... 10-13

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Passenger Steps ...... 10-14 Cars, Vans and Trucks ...... 10-15 Vehicle and Equipment Serviceability ...... 10-15

10.5 PERSONAL SAFETY ...... 10-16 Health & Safety At Work ...... 10-16 Personal Protection Equipment (PPE)...... 10-16 Ramp Personnel Safety ...... 10-16

10.6 AIRCRAFT RAMP HANDLING & SERVICING ...... 10-17 Introduction ...... 10-17 Aircraft Marshalling ...... 10-18 Aircraft Arrivals ...... 10-18 Aircraft Engines ...... printed 10-18 Aircraft Chocks ...... 10-18 Aircraft with Inoperative APU or Propeller Aircraft ...... 10-20 Aircraft Ground Power Requirements ...... or 10-20 Ground Power Unit Procedure ...... 10-20

10.7 AIRCRAFT DEPARTURES ...... 10-24 Passenger Steps ...... 10-24 Ground Power Unit (GPU) ...... 10-24 Air Start Unit ...... 10-25 Headset Operatives / Dispatch Engineer (D/E) ...... 10-26 Procedure with Air Start Required ...... 10-26 Procedure with no Air start Required ...... 10-27 Pushback Procedures ...... 10-28 Commencing Pushback ...... 10-28 During Pushback ...... 10-29 Tow Bar Disconnection ...... 10-29 Aircraft Towing ...... downloaded 10-30 10.8 CLEANING SAFETY ...... 10-32 Aircraft Doors ...... if ...... 10-32 Cleaning Materials ...... 10-32 Sharp Objects ...... 10-33 Trash Bags ...... 10-33 Aircraft Step Positioning ...... 10-33 Cleaning Equipment ...... 10-34 Water Servicing – Key Safety Points ...... 10-34 Water Servicing - Safe Working Practices ...... 10-34 Toilet Servicing ...... 10-34

10.9 SPILLAGE ...... 10-36

10.10 ADVERSE WEATHER CONDITIONS ...... 10-37

10.11 ACCIDENT REPORTING PROCEDURES ...... 10-38 Uncontrolled Policy and Rationale ...... 10-38 Accident Investigation Policy ...... 10-38 Accident Involving Personal Injury to Staff ...... 10-39 Accidents Involving Vehicles Mobile Plant or Equipment ...... 10-42

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10.12 AIRCRAFT GROUND HANDLING INCIDENT ...... 10-43 Definition ...... 10-43 Action Required When No Damage to Aircraft or Injury to Staff ..... 10-43 Action Required When Aircraft Damaged or Personnel Injured ..... 10-43

APPENDIX A ...... Appendix A-1

BASIC SETTINGS OF NOK AIR MANUALS ...... Appendix A-1 Page Format ...... Appedix A-2

APPENDIX B ...... Appendix B-1

Ground Report Forms ...... Appendix B-1 Station Report ...... Appendixprinted B-1 Monthly Report ...... or Appendix B-3 APPENDIX C ...... Appendix C-1 Boarding Gate Announcement ...... Appendix C-1

APPENDIX D ...... Appendix D-1 Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK AIR ...... Appendix D-1 List of Hidden Dangerous Goods ...... Appendix D-3

APPENDIX E ...... Appendix E-1

CONTROL FORMS AND TAGS ...... Appendix E-1 CONNECTING FLIGHT BAGGAGE TAG ...... Appendix E-1 DOMESTIC BAGGAGE TAG ...... Appendix E-2 INTERNATIONAL BAGGAGE downloadedTAG ...... Appendix E-3 DOMESTIC BOARDING PASS ...... Appendix E-4 INTERNATIONAL BOARDINGif PASS ...... Appendix E-5 PRIORITY TAG ...... Appendix E-6 NAME TAG ...... Appendix E-6 LIMITED RELEASE TAG ...... Appendix E-7 COMPANY MAIL TAG ...... Appendix E-8 SECURITY ITEMS TAG ...... Appendix E-9 LAST BAGGAGE TAG ...... Appendix E-10 RUSH TAG ...... Appendix E-10 FRAGILE STICKER ...... Appendix E-11

APPENDIX F ...... Appendix F-1

Customer Services Department Internal Audit Checklist ...... Appendix F-1 Uncontrolled

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LIST OF EFFECTIVE PAGES Page Revision Date 1-7 0 21 JUN 2017 Page Revision Date 1-8 0 21 JUN 2017 Preface 1-9 0 21 JUN 2017 Preface 1 0 21 JUN 2017 1-10 0 21 JUN 2017 Preface 2 0 21 JUN 2017 1-11 0 21 JUN 2017 Preface 3 0 21 JUN 2017 1-12 0 21 JUN 2017 Preface 4 0 21 JUN 2017 1-13 0 21 JUN 2017 Preface 5 0 21 JUN 2017 1-14 0 21 JUN 2017 Preface 6 0 21 JUN 2017 1-15 0 21 JUN 2017 Preface 7 0 21 JUN 2017 1-16 0 21 JUN 2017 Preface 8 0 21 JUN 2017 1-17 0 21 JUN 2017 Preface 9 0 21 JUN 2017 1-18 0 21 JUN 2017 Preface 10 0 21 JUN 2017 1-19 0 21 JUN 2017 Preface 11 0 21 JUN 2017 1-20 0 21 JUN 2017 Preface 12 0 21 JUN 2017 1-21 0 21 JUN printed2017 Preface 13 0 21 JUN 2017 1-22 0 21 JUN 2017 Preface 14 0 21 JUN 2017 1-23 0 21 JUN 2017 Preface 15 0 21 JUN 2017 1-24 0 or21 JUN 2017 Preface 16 0 21 JUN 2017 1-25 0 21 JUN 2017 Preface 17 0 21 JUN 2017 1-26 0 21 JUN 2017 Preface 18 0 21 JUN 2017 1-27 0 21 JUN 2017 Preface 19 0 21 JUN 2017 1-28 0 21 JUN 2017 Preface 20 0 21 JUN 2017 1-29 0 21 JUN 2017 Preface 21 0 21 JUN 2017 1-30 0 21 JUN 2017 Preface 22 0 21 JUN 2017 1-31 0 21 JUN 2017 Preface 23 0 21 JUN 2017 1-32 0 21 JUN 2017 Preface 24 0 21 JUN 2017 1-33 0 21 JUN 2017 Preface 25 0 21 JUN 2017 1-34 0 21 JUN 2017 Preface 26 0 21 JUN 2017 1-35 0 21 JUN 2017 Preface 27 0 21 JUN 2017 1-36 0 21 JUN 2017 Preface 28 0 21 JUN 2017 1-37 0 21 JUN 2017 Preface 29 0 21 JUN 2017 1-38 0 21 JUN 2017 Preface 30 0 21 JUN 2017 1-39 0 21 JUN 2017 Preface 31 0 21 JUN 2017downloaded 1-40 0 21 JUN 2017 Preface 32 0 21 JUN 2017 1-41 0 21 JUN 2017 Preface 33 0 21 JUNif 2017 1-42 0 21 JUN 2017 Preface 34 0 21 JUN 2017 1-43 0 21 JUN 2017 Chapter 0 1-44 0 21 JUN 2017 Policy And Compliance Statement 1-45 0 21 JUN 2017 0-1 0 21 JUN 2017 1-46 0 21 JUN 2017 0-2 0 21 JUN 2017 Chapter 2 0-3 0 21 JUN 2017 Operational Planing 0-4 0 21 JUN 2017 2-1 0 21 JUN 2017 Chapter 1 2-2 0 21 JUN 2017 Organization, Duty And Responsibility 2-3 0 21 JUN 2017 1-1 0 21 JUN 2017 2-4 0 21 JUN 2017 1-2 0 21 JUN 2017 Chapter 3 1-3 0 21 JUN 2017 Safety And Security Management 1-4 0 21 JUN 2017 3-1 0 21 JUN 2017 1-5 0 21 JUN 2017 3-2 0 21 JUN 2017 1-6 0 21 JUN 2017 3-3 0 21 JUN 2017 For CAAT Use only Uncontrolled

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Ground Operations Manual Preface List of Effective Pages

Page Revision Date Page Revision Date 3-4 0 21 JUN 2017 5-33 0 21 JUN 2017 3-5 0 21 JUN 2017 5-34 0 21 JUN 2017 3-6 0 21 JUN 2017 5-35 0 21 JUN 2017 3-7 0 21 JUN 2017 5-36 0 21 JUN 2017 3-8 0 21 JUN 2017 5-37 0 21 JUN 2017 Chapter 4 5-38 0 21 JUN 2017 Quality Management System (QMS) 5-39 0 21 JUN 2017 4-1 0 21 JUN 2017 5-40 0 21 JUN 2017 4-2 0 21 JUN 2017 5-41 0 21 JUN 2017 4-3 0 21 JUN 2017 5-42 0 21 JUN 2017 4-4 0 21 JUN 2017 5-43 0 21 JUN 2017 4-5 0 21 JUN 2017 5-44 0 21 JUN 2017 4-6 0 21 JUN 2017 5-45 0 21 JUN 2017 4-7 0 21 JUN 2017 5-46 0 21 JUN 2017 4-8 0 21 JUN 2017 5-47 0 21 JUN printed2017 4-9 0 21 JUN 2017 5-48 0 21 JUN 2017 4-10 0 21 JUN 2017 5-49 0 21 JUN 2017 Chapter 5 5-50 0 or21 JUN 2017 Passenger Handling Procedures 5-51 0 21 JUN 2017 5-1 0 21 JUN 2017 5-52 0 21 JUN 2017 5-2 0 21 JUN 2017 5-53 0 21 JUN 2017 5-3 0 21 JUN 2017 5-54 0 21 JUN 2017 5-4 0 21 JUN 2017 5-55 0 21 JUN 2017 5-5 0 21 JUN 2017 5-56 0 21 JUN 2017 5-6 0 21 JUN 2017 5-57 0 21 JUN 2017 5-7 0 21 JUN 2017 5-58 0 21 JUN 2017 5-8 0 21 JUN 2017 5-59 0 21 JUN 2017 5-9 0 21 JUN 2017 5-60 0 21 JUN 2017 5-10 0 21 JUN 2017 5-61 0 21 JUN 2017 5-11 0 21 JUN 2017 5-62 0 21 JUN 2017 5-12 0 21 JUN 2017 5-63 0 21 JUN 2017 5-13 0 21 JUN 2017 5-64 0 21 JUN 2017 5-14 0 21 JUN 2017 5-65 0 21 JUN 2017 5-15 0 21 JUN 2017downloaded 5-66 0 21 JUN 2017 5-16 0 21 JUN 2017 5-67 0 21 JUN 2017 5-17 0 21 JUNif 2017 5-68 0 21 JUN 2017 5-18 0 21 JUN 2017 5-69 0 21 JUN 2017 5-19 0 21 JUN 2017 5-70 0 21 JUN 2017 5-20 0 21 JUN 2017 5-71 0 21 JUN 2017 5-21 0 21 JUN 2017 5-72 0 21 JUN 2017 5-22 0 21 JUN 2017 Chapter 6 5-23 0 21 JUN 2017 Baggage Handling Procedures 5-24 0 21 JUN 2017 6-1 0 21 JUN 2017 5-25 0 21 JUN 2017 6-2 0 21 JUN 2017 5-26 0 21 JUN 2017 6-3 0 21 JUN 2017 5-27 0 21 JUN 2017 6-4 0 21 JUN 2017 5-28 0 21 JUN 2017 6-5 0 21 JUN 2017 5-29 0 21 JUN 2017 6-6 0 21 JUN 2017 5-30 0 21 JUN 2017 6-7 0 21 JUN 2017 5-31 0 21 JUN 2017 6-8 0 21 JUN 2017 5-32 0 21 JUN 2017 6-9 0 21 JUN 2017

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Page Revision Date Page Revision Date 6-10 0 21 JUN 2017 Aircraft Handling Procedures 6-11 0 21 JUN 2017 8-1 0 21 JUN 2017 6-12 0 21 JUN 2017 8-2 0 21 JUN 2017 6-13 0 21 JUN 2017 8-3 0 21 JUN 2017 6-14 0 21 JUN 2017 8-4 0 21 JUN 2017 6-15 0 21 JUN 2017 8-6 0 21 JUN 2017 6-16 0 21 JUN 2017 8-7 0 21 JUN 2017 6-17 0 21 JUN 2017 8-8 0 21 JUN 2017 6-18 0 21 JUN 2017 8-8 0 21 JUN 2017 6-19 0 21 JUN 2017 8-9 0 21 JUN 2017 6-20 0 21 JUN 2017 8-10 0 21 JUN 2017 6-21 0 21 JUN 2017 8-11 0 21 JUN 2017 6-22 0 21 JUN 2017 8-12 0 21 JUN 2017 6-23 0 21 JUN 2017 8-13 0 21 JUN 2017 6-24 0 21 JUN 2017 8-14 0 21 JUN printed2017 6-25 0 21 JUN 2017 8-15 0 21 JUN 2017 6-26 0 21 JUN 2017 8-16 0 21 JUN 2017 6-27 0 21 JUN 2017 8-17 0 or21 JUN 2017 6-28 0 21 JUN 2017 8-18 0 21 JUN 2017 Chapter 7 8-19 0 21 JUN 2017 Cargo/Mail Handling Procedure 8-20 0 21 JUN 2017 7-1 0 21 JUN 2017 8-21 0 21 JUN 2017 7-2 0 21 JUN 2017 8-22 0 21 JUN 2017 7-4 0 21 JUN 2017 8-23 0 21 JUN 2017 7-5 0 21 JUN 2017 8-24 0 21 JUN 2017 7-6 0 21 JUN 2017 8-25 0 21 JUN 2017 7-7 0 21 JUN 2017 8-26 0 21 JUN 2017 7-8 0 21 JUN 2017 8-27 0 21 JUN 2017 7-9 0 21 JUN 2017 8-28 0 21 JUN 2017 7-10 0 21 JUN 2017 8-29 0 21 JUN 2017 7-11 0 21 JUN 2017 8-30 0 21 JUN 2017 7-12 0 21 JUN 2017 8-31 0 21 JUN 2017 7-13 0 21 JUN 2017 8-32 0 21 JUN 2017 7-14 0 21 JUN 2017downloaded 8-33 0 21 JUN 2017 7-15 0 21 JUN 2017 8-34 0 21 JUN 2017 7-16 0 21 JUNif 2017 8-35 0 21 JUN 2017 7-17 0 21 JUN 2017 8-36 0 21 JUN 2017 7-18 0 21 JUN 2017 8-37 0 21 JUN 2017 7-19 0 21 JUN 2017 8-38 0 21 JUN 2017 7-20 0 21 JUN 2017 8-39 0 21 JUN 2017 7-21 0 21 JUN 2017 8-40 0 21 JUN 2017 7-22 0 21 JUN 2017 8-41 0 21 JUN 2017 7-23 0 21 JUN 2017 8-42 0 21 JUN 2017 7-24 0 21 JUN 2017 8-43 0 21 JUN 2017 7-25 0 21 JUN 2017 8-44 0 21 JUN 2017 7-26 0 21 JUN 2017 8-45 0 21 JUN 2017 7-27 0 21 JUN 2017 8-46 0 21 JUN 2017 7-28 0 21 JUN 2017 8-47 0 21 JUN 2017 7-29 0 21 JUN 2017 8-48 0 21 JUN 2017 7-30 0 21 JUN 2017 8-49 0 21 JUN 2017 Chapter 8 8-50 0 21 JUN 2017

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Page Revision Date Page Revision Date 8-51 0 21 JUN 2017 10-4 0 21 JUN 2017 8-52 0 21 JUN 2017 10-5 0 21 JUN 2017 8-53 0 21 JUN 2017 10-6 0 21 JUN 2017 8-54 0 21 JUN 2017 10-7 0 21 JUN 2017 8-55 0 21 JUN 2017 10-8 0 21 JUN 2017 8-56 0 21 JUN 2017 10-9 0 21 JUN 2017 8-57 0 21 JUN 2017 10-10 0 21 JUN 2017 8-58 0 21 JUN 2017 10-11 0 21 JUN 2017 8-59 0 21 JUN 2017 10-12 0 21 JUN 2017 8-60 0 21 JUN 2017 10-13 0 21 JUN 2017 8-61 0 21 JUN 2017 10-14 0 21 JUN 2017 8-62 0 21 JUN 2017 10-15 0 21 JUN 2017 8-63 0 21 JUN 2017 10-16 0 21 JUN 2017 8-64 0 21 JUN 2017 10-17 0 21 JUN 2017 8-65 0 21 JUN 2017 10-18 0 21 JUN printed2017 8-66 0 21 JUN 2017 10-19 0 21 JUN 2017 Chapter 9 10-20 0 21 JUN 2017 Load Control 10-21 0 or21 JUN 2017 9-1 0 21 JUN 2017 10-22 0 21 JUN 2017 9-2 0 21 JUN 2017 10-23 0 21 JUN 2017 9-3 0 21 JUN 2017 10-24 0 21 JUN 2017 9-4 0 21 JUN 2017 10-25 0 21 JUN 2017 9-5 0 21 JUN 2017 10-26 0 21 JUN 2017 9-6 0 21 JUN 2017 10-27 0 21 JUN 2017 9-7 0 21 JUN 2017 10-28 0 21 JUN 2017 9-8 0 21 JUN 2017 10-29 0 21 JUN 2017 9-9 0 21 JUN 2017 10-30 0 21 JUN 2017 9-10 0 21 JUN 2017 10-31 0 21 JUN 2017 9-11 0 21 JUN 2017 10-32 0 21 JUN 2017 9-12 0 21 JUN 2017 10-33 0 21 JUN 2017 9-13 0 21 JUN 2017 10-34 0 21 JUN 2017 9-14 0 21 JUN 2017 10-35 0 21 JUN 2017 9-15 0 21 JUN 2017 10-36 0 21 JUN 2017 9-16 0 21 JUN 2017downloaded 10-37 0 21 JUN 2017 9-17 0 21 JUN 2017 10-38 0 21 JUN 2017 9-18 0 21 JUN 2017 10-39 0 21 JUN 2017 9-19 0 21 JUNif 2017 10-40 0 21 JUN 2017 9-20 0 21 JUN 2017 10-41 0 21 JUN 2017 9-21 0 21 JUN 2017 10-42 0 21 JUN 2017 9-22 0 21 JUN 2017 10-43 0 21 JUN 2017 9-23 0 21 JUN 2017 10-44 0 21 JUN 2017 9-24 0 21 JUN 2017 Appendix A 9-25 0 21 JUN 2017 Basic Settings of Nok Air Manuals 9-26 0 21 JUN 2017 AppendixA-1 0 21 JUN 2017 9-27 0 21 JUN 2017 AppendixA-2 0 21 JUN 2017 9-28 0 21 JUN 2017 Appendix B Chapter 10 Ground Report Forms Airside Safety Operational Oversight AppendixB-1 0 21 JUN 2017 10-1 0 21 JUN 2017 AppendixB-2 0 21 JUN 2017 10-2 0 21 JUN 2017 AppendixB-3 0 21 JUN 2017 10-3 0 21 JUN 2017 AppendixB-4 0 21 JUN 2017

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Page Revision Date AppendixB-5 0 21 JUN 2017 AppendixB-6 0 21 JUN 2017 Appendix C Boarding Gate Annoucement AppendixC-1 0 21 JUN 2017 AppendixC-2 0 21 JUN 2017 AppendixC-3 0 21 JUN 2017 AppendixC-4 0 21 JUN 2017 AppendixC-5 0 21 JUN 2017 AppendixC-6 0 21 JUN 2017 AppendixC-7 0 21 JUN 2017 AppendixC-8 0 21 JUN 2017 Appendix D Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK Air printed and List of Hidden Dangerous Goods AppendixD-1 0 21 JUN 2017 AppendixD-2 0 21 JUN 2017 or AppendixD-3 0 21 JUN 2017 AppendixD-4 0 21 JUN 2017 Appendix E Control Forms and Tags AppendixE-1 0 21 JUN 2017 AppendixE-2 0 21 JUN 2017 AppendixE-3 0 21 JUN 2017 AppendixE-4 0 21 JUN 2017 AppendixE-5 0 21 JUN 2017 AppendixE-6 0 21 JUN 2017 AppendixE-7 0 21 JUN 2017 AppendixE-8 0 21 JUN 2017 AppendixE-9 0 21 JUN 2017 AppendixE-10 0 21 JUN 2017 AppendixE-11 0 21 JUN 2017 AppendixE-12 0 21 JUN 2017downloaded Appendix F Customer Services Department Internalif Audit Checklist and CAR Form AppendixF-1 0 21 JUN 2017 AppendixF-2 0 21 JUN 2017 AppendixF-3 0 21 JUN 2017 AppendixF-4 0 21 JUN 2017 AppendixF-5 0 21 JUN 2017 AppendixF-6 0 21 JUN 2017 AppendixF-7 0 21 JUN 2017 AppendixF-8 0 21 JUN 2017 AppendixF-9 0 21 JUN 2017 AppendixF-10 0 21 JUN 2017 AppendixF-11 0 21 JUN 2017 AppendixF-12 0 21 JUN 2017

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Ground Operations Manual Preface Record of Revision / Amendment

RECORD OF REVISION / AMENDMENT

Whenever there is a significant change of organization, responsibility, guidelines, policy or procedures, a new manual issuance is required. Minor amendments (if any) shall be issued in the form of a revision with effective pages being reviewed before the effective date, but no later than the effective date. A vertical black line (approx. 2pts) is required on the left hand side of the page identifying the revised amendments. (a) Minor Change (i) Few chapters are affected requiring revision change. (ii) The changes are made by way of revising the manual to a higher revision order. (b) Major Change printed (i) An extensive revision requiring a complete reissuance when involving change of organization, responsibility, guidelines, policy or procedures including significant format orchange. (ii) The next higher issue order will be allocated while the revision number will be reset to zero.

This manual shall be reviewed and updated at least once a year or as necessary.

Issue/Revision Effective Date Date of Revised By Number Incorporation Issue 1 Rev.0 21 JUN 2017 21 JUN 2017 OC

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Ground Operations Manual Preface Revision Transmittal

REVISION TRANSMITTAL

To: All Controlled Copy Holders. Subject: Ground Operations Manual (GOM) This revision reflects the most current information available to Nok Airlines Public Company Limited. General information below explains the use of revision bars to identify new or revised information. Highlights in the Revision Highlights section explain the revision bar changes in this revision. General This Ground Operations Manual (GOM) has been revised/updated and is approved/accepted on: 21 JUN 2017 printed The valid pages of GOM are listed in the List of Effective Pages distributed with every revision. or A revision bar (vertical black line - approx. 2pts) is required on the left hand side of the page identifying the revised amendments. Filing Instructions Consult the List of Effective Pages. Be careful when inserting changes not to throw away pages from the manual that are not replaced. Using the List of Effective Pages can help determine the correct content of the manual.

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Ground Operations Manual Preface Revision Transmittal

Revision Highlights

Chapter Changed Change Comments All Page Re-Air Operator Certificate

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Ground Operations Manual Preface Controlled Distribution List

CONTROLLED DISTRIBUTION LIST

Control Number Holder of copy Remarks CD ROM AND APPROVAL PAGE NOKOCGOM 000 CAAT ONLY NOKOCGOM 022 OC E-DISTRIBUTION NOKOCGOM 023 PV E-DISTRIBUTION NOKOCGOM 100 DMK E-DISTRIBUTION NOKOCGOM 101 CNX E-DISTRIBUTION NOKOCGOM 102 CEI E-DISTRIBUTION NOKOCGOM 103 PRH E-DISTRIBUTION NOKOCGOM 104 NNT E-DISTRIBUTION printed NOKOCGOM 105 LPT E-DISTRIBUTION NOKOCGOM 106 MAQ E-DISTRIBUTION NOKOCGOM 107 PHS E-DISTRIBUTIONor NOKOCGOM 108 UTH E-DISTRIBUTION NOKOCGOM 109 LOE E-DISTRIBUTION NOKOCGOM 110 SNO E-DISTRIBUTION NOKOCGOM 111 KOP E-DISTRIBUTION NOKOCGOM 112 ROI E-DISTRIBUTION NOKOCGOM 113 BFV E-DISTRIBUTION NOKOCGOM 114 UBP E-DISTRIBUTION NOKOCGOM 115 KKC E-DISTRIBUTION NOKOCGOM 116 HDY E-DISTRIBUTION NOKOCGOM 117 HKT E-DISTRIBUTION NOKOCGOM 118 NST E-DISTRIBUTION NOKOCGOM 119 downloadedTST E-DISTRIBUTION NOKOCGOM 120 if URT E-DISTRIBUTION NOKOCGOM 121 KBV E-DISTRIBUTION NOKOCGOM 122 CJM E-DISTRIBUTION NOKOCGOM 123 UNN E-DISTRIBUTION NOKOCGOM 200 RGN E-DISTRIBUTION NOKOCGOM 201 HAN E-DISTRIBUTION NOKOCGOM 202 SGN E-DISTRIBUTION NOKOCGOM 203 CTU E-DISTRIBUTION NOKOCGOM 204 NTG E-DISTRIBUTION NOKOCGOM 205 LYI E-DISTRIBUTION NOKOCGOM 206 YIH E-DISTRIBUTION NOKOCGOM 207 BAV E-DISTRIBUTION UncontrolledNOKOCGOM 208 NNG E-DISTRIBUTION SERVICE NOKOCGOM 00E E-DISTRIBUTION PROVIDERS

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Ground Operations Manual Preface Administration and Control

ABBREVIATIONS

A A/C Aircraft ACU Air Condition Unit ADL Addition and Deletion List AOCR Air Operator Certificate Requirement AOG Aircraft on Ground APIS Advance Passenger Information System APPS Advance Passenger Processing System printed ARR Arrival ASU Air Starter Unit ATA Actual Time of Arrival or ATC Air Traffic Control ATD Actual Time of Departure AVI Live Animal AWB Airway Bill B BLND Passenger is visually impaired C CAAT Civil Aviation Authority of Thailand CAR Corrective Action Request/Corrective Action Report CID Customer ID CL Cabin Leader COM Cargo Operations Manual CSB Customer Service Bulletin downloadedD DCS Departure Controlif System DEAF Passenger whose hearing is impaired. DEP Departure DEPA Deportee Accompanied DEPO Deportee DEPU Deportee Unaccompanied DGR Dangerous Goods Regulations DIV Aircraft Diversion Message DSAG Departmental Safety Action Group E ERA Equipment Restricted Area ETA Estimated Time of Arrival ETD Estimated Time of Departure F UncontrolledFIDS Flight Information Display System FOD Foreign Object Damage FRE Field Representative FSDS Flight Safety Documentation System

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Ground Operations Manual Preface Administration and Control

FTL Flight Time Limitation G GA Ground Attendant GHA Ground Handling Agent GMC Ground Movement Control GOM Ground Operations Manual GPU Ground Power Unit GSE Ground Support Equipment I IATA International Air Transport Association ICAO International Civil Aviation Organization IGOM IATA Ground Operations Manual INAD Inadmissible Passenger INO Initiating Officer printed L LAG Liquids Aerosols and Gels or LCC Local Crisis Coordinator LCM Local Crisis Manager LCP Load Control Procedure LDM Load Message LEAP Local Emergency and Accident Procedure LIR Loading Instructions Report LMC Last Minute Changes M MEDIF Medical Information Form for Air Travel MP Member of Parliament MVT Movement N NDD Nok Double D NIL Nothing / Zero downloaded NOTOC Notification to Captain NTL Not to Land if O OCC Operation Control Centre OSI Other Service Information P PAX Passengers PER Perishable Cargo PIC Pilot in Command PIL Passenger Information List PM Passenger Manifest PNL Passenger Name List PNR Passenger Name Record POS Point of Sales PRM Passenger with Reduced Mobility UncontrolledPTM Passenger Transfer Message Q QAM Quality Assurance Manual

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R RM Ramp Master S SAG Safety Action Group SGHA Standard Ground Handling Agreement SHBI Station Hand Book and Information SM Station Manager SSR Special Service Request STCR Stretcher STA Scheduled Time of Arrival STD Scheduled Time of Departure T THA Technical Handling Agent U printed UM Unaccompanied Minors U/S Unserviceable or V VIP Very Important Person VR Voyage Report W WCHC Wheelchair Cabin WCHR Wheelchair Ramp WCHS Wheelchair Step WEC Welfare Coordinator WHO World Health Organization Y YP Young Passengers

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Ground Operations Manual Preface Administration and Control

ADMINISTRATION AND CONTROL

Management of Manual Manual Purpose and Objective

The Ground Operations Manual (GOM) contains detailed instructions and procedures on matters pertaining to Ground Operations and Passengers Handling, general administration and guidelines in matters affecting quality standards that are relevant and compliant with Civil Aviation Authority of Thailand (CAAT) Air Operator Certificate Requirements (AOCR), laws, rules and company standards.

To achieve high corporate standards of quality, it is vital that all managers ensure that they and their staff have a clear understanding of this overview in order to coordinateprinted their efforts to work towards common goals of excellence in quality.

All communications and enquires related to this manual or suggestions orto improve the publication shall be addressed to OC.

General document policy NOK shall ensure that documents used to support, control, or provide guidance for the conduct of operations are:  Readily identifiable, clear, legible, user friendly.  Written in a language (English) understood by all staff.  Presented in a manner that provides ease of use by operational personnel, taking into account, Human Factors principles, logic, layout and explicit content.  Retained for the required length of time in adequate storage facilities. downloaded if

______Niphon Suthimai Vice President Customer Services Department

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Ground Operations Manual Preface Administration and Control

Applicability and Conditions of Use This manual shall be effective from the date of acceptance/approval by the CAAT and is the property of Nok Airlines (herein after refer as “NOK”). All NOK Staff, contractors/ sub-contractors shall be familiar with the contents of this manual, at least as these pertain to their duties, and, to adhere at all times to the policies, processes and procedures laid down in this manual. Any deviations should be reported to the Head of Customer Services Department (herein after refer as “OC”) and the reasons for such deviation shall be given. All controlled copy(ies) assigned to individual position(s), section(s) or station(s) is on loan basis. If, for any reason, the position(s), section(s) or station(s) is abolished from NOK, the respective copy(ies) of the manual must be returned to Corporate Quality, Safety and Security Department (PV). In the event of a change in title of the position(s)printed or section(s), the department concerned shall promptly inform PV. NOTE: ALL INFORMATION CONTAINED HEREIN IS FOR INTERNALor USE ONLY. None of this information shall be divulged to persons other than NOK employees and contractors authorized by the nature of their duties to receive such information, or individuals or organizations authorized by NOK in accordance with existing policy regarding release of company information.

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Ground Operations Manual Preface Administration and Control

Control of Manual This GOM is issued on the authority of the Company and OC. The latter will authorize all amendments to it, as required by CAAT. The NOK documentation system is developed to ensure full alignment of company manuals. All department manuals shall incorporate policies/regulations/procedures which set forth in Flight Safety Documentation System (FSDS) Handbook. The contents of this manual shall not be altered in any way, reproduced, stored in a retrieval system or transmitted in part or whole in any form, by any means (electronic, mechanical, photocopying or otherwise), without the express written consent of QSS. CQ shall retain a secure, archived copy of GOM for a minimum of at least one back dated revision/issue. printed

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Ground Operations Manual Preface Administration and Control

Review, Revision and Approval Process This manual shall be reviewed and updated once a year or as necessary. CQ shall ensure the information provided in this manual is updated and current. CQ shall identify the need for updates, by means of effective auditing, consultation with relevant departments and continuous review of the regulatory and quality requirements. For Revision and Approval process, please refer Flight Safety Documentation System (FSDS) Handbook. The following are revision control requirements; (c) Revised content of this manual shall be identified with a “revision bar‟ (line drawn on the left side of the page) where changes are made. (d) Any page that carries an amendment must bear the new revisionprinted date. (e) This manual and any subsequent revisions to this manual shall only be executed upon consultation with and concurrence from OC. (f) A Letter of Transmittal will be issued together with the orrevised pages and it shall contain the instructions on updating the manuals.

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Ground Operations Manual Preface Administration and Control

Dissemination and Transmission The dissemination and transmission of this manual shall be communicated by QSS. Controlled copies of this manual shall be distributed to the recipients listed in the Controlled Distribution List. Any additional request of controlled copies of this manual shall be made in writing to QSS. All NOK staff shall have access to an electronic copy of the manual.

Change Request Any individual or departmental seeking improvements or changes to the contents of this manual shall fill in the document amendment request form. Please refer theprinted Flight Safety Documentation System (FSDS) Handbook for more details.

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Ground Operations Manual Chapter 0 Policy and Compliance Statement

0 POLICY AND COMPLIANCE STATEMENT

0.1 NOK QUALITY, SAFETY AND SECURITY POLICY

NOK will maintain an active quality, safety and security management system with an overall purpose of the proactive management of identifiable hazards and their associated risks with the intent to eliminate their potential for affecting aviation safety, and for injury to people and damage to equipment or the environment. To that end, we will continuously examine our operation for these hazards and find ways to minimize them. NOK will ensure that adequate resources and funding are provided to fulfill all quality, safety and security requirements and all employees must comply with this quality, safety and security policy. Managers and supervisorsprinted are accountable for practical safety management implementation and continuous improvement, including establishment of competency requirements, education and training of personnel, as well asor making the required tools and equipment, workspace, support services, transportation and communication available for staff to use. Everyone is held responsible for quality, safety and security performance, as this quality, safety and security performance will be an important part of our management/employee evaluation system. We will recognize and value quality, safety and security performance. We will make everyone aware of the quality, safety and security rules and processes as well as one’s personal responsibilities to observe them. NOK personnel performing quality, safety and security related work must be physically and mentally fit for duty. Staff shall be encouraged to be service-minded, quality-safety-security conscious, and proactive in correcting any weaknesses in regard to quality, safety and security within their own areas of responsibility.downloaded NOK staff shall openly communicate information about learning from own mistakes, sharing ifbest practices, and reporting of unsafe situations. Each of us will be concerned for the safety of others in our organization, and each is encouraged to report any problems or weaknesses in quality, safety and security management in confidence to our superiors for corrective action, without fear of punishment or retribution. Honest human errors are accepted as part of human nature, but reckless, deliberate violations of rules and established procedures are not condoned. NOK will maintain a formal written quality, safety and security goal, and we shall ensure that everyone understands and accepts that goal. In addition, all staff shall be encouraged to participate in developing quality, safety and security standards and procedures. We will involve relevant staff in the decision-making process. NOK management will ensure that regular quality, safety and security audits are conducted. Corrective actions as well as their effectiveness in Uncontrolledimproving operational performance are analyzed and followed up. Quality, safety and security metrics and performance indicators will be regularly

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Ground Operations Manual Chapter 0 Policy and Compliance Statement

reviewed and used to evaluate our quality, safety and security performance. Only permanent NOK staff will be given responsibility for quality, safety and security oversight duties. In other words, the responsibility for quality, safety and security oversight cannot be out-sourced to other agents acting on behalf of NOK. NOK will ensure that externally supplied systems and services that impacts upon the quality, safety and security of our operations meet appropriate quality, safety and security standards. NOK relations with all Authorities concerned shall be regular and active, and our performance shall be continuously monitored, evaluated, and improved. NOK will comply with and, wherever possible, exceed legislative and regulatory requirements and standards. printed Your attention and cooperation will be greatly appreciated. or

Patee Sarasin Chief Executive Officer and Accountable Executive Nok Airlines Public Company Limited

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Ground Operations Manual Chapter 0 Policy and Compliance Statement

0.2 NOK AIR GROUND OPERATIONS COMPLIANCE

The Ground Operations Manual (referred to GOM hereinafter) complies with the applicable elements of the IATA Ground Operations Manual (IGOM), the Civil Aviation Authority of Thailand (CAAT) requirements with the terms and conditions of the Air Operator Certificate Requirements (AOCR) and the company policy. The GOM defines the scope of the quality system, organization, and responsibilities for ground customer and ground equipment services. It is the central manual of ground services, supported by other more specific manuals, controlling all ground customer and ground service activities. NOK aims to achieve an optimum result and maintain the highest safe operation. In order to do so, the responsible functions such as Customerprinted Services Vice - President is permitted to perform assigned activities without inappropriate interference from the company’s management and/or external organizations. or The GOM is only for the use of personnel assigned duties in connection with the company’s operations. Copies of the manual may also be made available to non-company personnel who may be authorized to carry out operation on the company's behalf (e.g. aircraft manufacturers’ personnel or outsourced agents). It is the responsibility of the responsible functions to know its contents, follow the instructions and keep the manual up-to-date by immediately inserting all revisions when they are issued. All informations the GOM contains are confidential. The transmission or the disclosure of its contents in any manner to persons not associated with the company is strictly prohibited. The Customer Services - Vice President shall ensure that the GOM accurately reflects the operationaldownloaded policies, regulations and procedures and all the company’s operations are being carried out strictly based on this manual by the responsibleif functions.

Niphon Suthimai Customer Services - Vice President UncontrolledNok Airlines Public Company Limited

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Ground Operations Manual Chapter 0 Organization, duty and responsibility

0.3 GROUND OPERATIONS POLICY AND FACILITY

(a) All ground personnel shall perform their duties in compliance with company quality, safety and security policy. (b) The number of staff needed will depend primarily upon the nature and the scale of NOK AIR’s ground operations. The ground services department, in particular, shall be adequately staffed with trained personnel who have a complete understanding of the nature of their duties and responsibilities. The department shall provide any further training that may be necessary from time to time (e.g. when new types of aircraft are acquired) and the arrangements in this connection will be taken into account in the consideration of applications for the variation of Certificates. printed (c) The nature and scale of office services required - administrative staff and office equipment etc. - should be related to the numbers of staff employed. It is particularly important that office servicesor are sufficient to ensure that operational instructions and information of all kinds are produced and circulated to all concerned without delay. (d) In cases where the provisions of printing facilities for manuals, manual amendments and other necessary documentation is not warranted by the size of the department, the department must show that he/she has efficient alternative arrangements. (e) Office space at each operating base/line station must be sufficient to provide a suitable working environment for the operating staff employed. Adequate provision must be made for the ground staff, operational planning, and the storage. (f) Operation Shelf (i) At each operatingdownloaded base/line station, the ground department should maintain an adequate and appropriate shelf of maps, charts,if operations manuals and other documents needed for reference. (ii) Arrangements should be made for the amendment of manuals, etc., and for bringing the amendments to the notice of operating staff concerned. A record should be kept of the distribution of manuals and amendments.

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

1 ORGANIZATION, DUTY AND RESPONSIBILITY

1.1 CORPORATE ORGANIZATION

NOK Organization Chart

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Figure 1-1: Organization Chart

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

Personnel Management The CEO (Accountable Executive), taking into consideration the complexity and nature of the operations, has nominated the following persons for the Authority’s acceptance. (a) Flight Operations, VP (OS) has relevant qualifications and management experience working in an airline or equivalent organization (b) Technical Managing Director (PT) has experience working in an engineering capacity in an airline or equivalent organization. (c) Chief Pilot (OV) hold an ATPL and appropriate rating for at least one of the aircraft used by NOK (d) Corporate Quality, Safety and Security, VP (PV) or his/her Deputyprinted (PV-B) hold an ATPL and appropriate ratings for at least one of the aircraft used by NOK, or he/she has experience working in an airline or equivalent organization on aviation safety. or (e) Corporate Quality Management Director (VA) monitors the compliance with, and adequacy of, procedures required to ensure safe operational practices and airworthy aircraft. (f) Operation Training (PM) holds an ATPL and appropriate ratings for at least one of the aircraft used by NOK. He/She also has extensive experience as an Instructor Pilot. (g) Customer Services, VP (OC) has experience or knowledge in ground handling services. NOTE: A list of all NOK job qualification requirement is maintained at People Department. (PH) downloaded Delegation of Duty (a) Delegation of ifDepartment Head (i) During the temporary absence of a Department Head, a full hand over briefing must be performed by the Department Head to the person assigned to cover the duties. (ii) For extended periods of absence, the Department Head will send and email notification advising all concerned of his/her absence and name of the person assigned to cover the duties. (b) Delegation of Directors and Managers (i) During the temporary absence of a Director/Manager in each department, his/her subordinate will cover the duties. (ii) If he/she does not have a subordinate, his/her immediate superior will assign appropriate staff to cover the duties. Uncontrolled

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1.2 DEPARTMENT ORGANIZATION

Customer Services Department (OC) Organization Chart

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Figure 1-2: Customer Services Department (OC) Organization Chart

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

Department Personnel Management (a) Vice President, Customer Services Department (OC) (i) Qualification  Have a minimum of two-year’s experience working in the Company;  Have an operational expertise and knowledge of ground handling activities ;  Be capable of understanding English ;  Have computer literacy with MS Office application  Have strong presentation, communication, negotiation, problem solving, project management and coachingprinted skills. (ii) Duties, Responsibilities and Authority The Vice President (OC), Customer Services or Department, reports directly to Chief Operating Officer (COO) and has the functional authority and responsibilities to;  Establish and coordinate the overall operational policies and targets of the company.  Establish requirements for ground operation and supervise that the related activities, i.e. all transport activities are efficiently and economically accomplished in accordance with required standards as well as regulation from the authorities.  Establish and maintain ground-handling services.  Plan and control ground handling services provided to customerdownloaded airlines’ schedule and charter aircraft at Bangkok Airportif and other airports outside Bangkok;  Plan and direct ground service equipment supply and maintenance;  Establish in economic terms all budgets and forecast in regard to revenues and costs within the Ground Operation Department and also specify for cost/revenue control;  Plan and supervise efficient and economic personnel utilization and personnel training to ensure highest possible standards;  Support coordination with government units, state enterprises, e.g. Airport Authority of Thailand, Customs Department, Immigration, and Royal Thai Air Force. This includes international organizations, related to ground Uncontrolledhandling security at Bangkok Airport, airports outside Bangkok, and at foreign stations;

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

 Closely follow international aviation developments in order to attain operational improvements concerning safety, economy and the progress of the Company;  Carry out any other tasks relevant to this post delegated by Chief Operating Officer (COO). According to the Customer Services Department Organization chart, the group of work of Customer Services can be categorized into three groups which are  Ground Customer Services Operation (CB, CS and CG)  Customer Services Support (CC, CE, CQ and CT)  Office of Vice President printed Each division head under Vice President, Customer Services Department (OC) has authority and is responsibleor for the management and supervision of functions and activities within the scope of ground handling and cargo operations to ensure the quality of service provided to passengers. He/she is also assigned to make decisions that affect the safety and security of operations. The delegation of duties must always be performed by the superior of each department whenever he/she is absent from the workplace. A notification of such delegation of duties may be communicated throughout the management system using email or other suitable communication. The main duty and responsibility of each department head is stated below: (b) Ground Customer downloadedServices DMK Station Director (CB) (i) Qualificationif  Male or female at least 35 years old  Have completion of Bachelor’s Degree in any field  Have a minimum of 15-year experience in customer services and ground operations  Have a minimum of 10-year experience in commanding activities  Have an operational expertise in airline’s customer services  Have computer skills, communication skills, service minded, good personality  Competency in English skills; listening, speaking, reading Uncontrolledand writing  Have ability of personnel management

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

(ii) Duties, Responsibilities and Authority The Ground Customer Services DMK Station Director reports to the Vice President, Customer Services Department and has functional authority and responsibilities as follow:  Be responsible for all ground operations at DMK;  Direct and control all station activities, security and safety matters within the area of responsibility;  Make decisions affecting the ground and cargo operations;  Monitor and supervise Managers as well as senior staff;  Manage and exercise Local Emergency Handbook (LEH) and other contingency plan involved; printed  Provide strategic and budgetary planning to the company;  Develop and implement new projects andor innovations according to the company policy;  Give suggestion and advice to subordinates;  Directly report operational problems, difficulties and other information necessary to OC;  Propose development plan and preventive action regarding work performance and operational activities in the area of responsibility to OC;  Perform other duties as delegated by the Vice President, Customer Services (OC) (c) Ground Customer Services Provincial Stations Director (CS) (i) Qualification downloaded  Male or female at least 35 years old  Haveif completion of Bachelor’s Degree in any field  Have a minimum of 15-year experience in customer services and ground operations  Have a minimum of 10-year experience in commanding activities  Have an operational expertise in airline’s customer services  Have computer skills, communication skills, service minded, good personality  Have competency in English skills; listening, speaking, reading and writing Uncontrolled Have ability of personnel management  Have knowledge and be capable of understanding rules and regulations of airline operations  Have leadership, good relationship and be trusted

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

 Have ability to coordinate with other departments, agencies, etc.  Have accountability in workplace  Have a good health (ii) Duties, Responsibilities and Authority The Ground Customer Services Provincial Stations Director report to the Vice President, Customer Services Department and has functional authority and responsibilities as follow:  CS is responsible for all ground operations at all provincial stations;  Direct and develop the passenger ground handling policiesprinted to provide efficient service to customer airlines and NOK flights;  Direct and control all station activities, securityor and safety matters within the area of responsibility;  Establish close cooperation with stations and assist/advise whenever required;  Develop and maintain most efficient performance;  Inspect stations periodically;  Monitor and ensure that all ground attendants are trained and brushed up according to the Ground Operation Department policy;  Scrutinize budget proposals prepared by function under OC;  Coordinatedownloaded with Station Service DMK (CB) and Station Service Abroad (CG) for the implementation of new procedures,if and assist in the selection of Station Managers within Thailand and abroad;  Coordinate with related functions concerning Traffic Planning activities in connection with current/future Traffic Program, additional production, evaluation of additional requirements of manpower and equipment within Thailand;  Perform other duties as delegated by the Vice President, Customer Services (OC) (d) Station Service Abroad Director (CG) (i) Qualification  Male or female at least 35 years old  Have completion of Bachelor’s Degree in any field Uncontrolled Have a minimum of 15-year experience in ground operations

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

 Have computer skills and literacy with Thai and English typewriting  Have competency in public speaking  Have ability of presentation and budget planning  Have ability to work as a team, service minded and be creative  Have leadership and good vision (ii) Duties, Responsibilities and Authority The Station Service Abroad Director report to the Vice President, Customer Services Department and has functionnal authority and responsibilities as follow: printed  Be responsible for Business Development for Ground Service and all ground operations at station orabroad;  Summarize report of Budget Comparison and Cost Expenses under Customer Services Department and propose to OC;  Direct and control all station activities, security and safety matters within the area of responsibilities;  Establish close cooperation with stations and assist/advise whenever required;  Develop and maintain most efficient performance;  Participate in recruitment of Station Management Trainee;  Support and coordinate training matters within the jurisdiction of Station Service Abroad in cooperation with Grounddownloaded Customer Services - Training & Development Director (CT);  Coordinateif in negotiating Handling Agreements at Station Abroad;  Provide strategic and budgetary planning to the company;  Directly report operational problems, difficulty and other information necessary to OC;  Propose development plan and preventive action regarding work performance and operational activities under his/her responsibility to OC;  Perform other duties as delegated by the Vice President, Customer Services (OC) (e) Station Manager (SM) Uncontrolled(i) Qualification  Male or female at least 30 years old  Have completion of Bachelor’s Degree in any field

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

 Have a minimum of 8-year experience in ramp, load control and customer services operations  Have a minimum of 5-year experience in management  Have an operational expertise in airline’s customer services  Have computer skills, communication skills, service minded, good personality  Competency in English skills; listening, speaking, reading and writing  Have ability of personnel management  Have knowledge and be capable of understandingprinted rules and regulations of airline operations  Have leadership, good relationship and be trustedor  Have ability to coordinate with other departments, agencies, etc.  Have accountability in workplace (ii) Duties, Responsibilities and Authority Directly report to CS (Provincial);  Has a duty to define policy, objective and service plan in line with strategic planning department and company policy;  Provide strategic, annual budgetary and marketing plan to the company;  Manage and exercise Local Emergency Handbook (LEH) and otherdownloaded contingency plan involved;  Monitorif and supervise subordinates and personnel of external service provider involving services provided to passengers;  Evaluate subordinates regarding their work performance;  Make decision affecting ground and cargo operations at their area of responsibility;  Solve operational problems;  Give advice and suggestion pertaining operational activities to subordinates;  Ensure smooth ground and cargo operations as well as the quality of service provided to passengers;  Directly report operational problems, difficulty and other Uncontrolledinformation necessary to OC;  Propose development plan and preventive action regarding work performance and operational activities in the area of responsibility to OC;

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 Perform other duties as delegated by the Vice President, Customer Services (OC) (f) Cargo Operations Director (CC) (i) Qualification  Bachelor Degree in Management or related field, age minimum 45 years  Knowledgeable and experience in Cargo Warehouse Management for at least 10 years  Strong skills of inbound/outbound domestic cargo transport  Key competencies: strategic planning, project analysis, leadership, proper problem solving skill and work ethicsprinted  Process cargo warehouse management experience  View of problem and proper problem solvingor (ii) Duties, Responsibilities and Authority The Cargo Operations Director reports directly to Vice President, Customer Services Department (OC) and has the functional authority and responsibilities to:  Respond to management policy for conducting cargo operations to achieve the required objective, meet the objective and operations policy as given by VP  Keep budget under control, to set the standard of service and trust to customers who are the source of revenue to the division  Follow up and enforce work plan, as indicated in ACTION PLAN, downloaded to complete within the time frame, control the expense of waste materials, office supply, including monthlyif expenses, in accordance with regulations and within the approved budget  Manage employees’ operations in accordance with the company regulations and cargo safety, coordinate with business support or other functions, to enforce work objective and customer service improvements of Cargo Department  Direct and advise problem solving to supervisors for quick services to customer, and to comply with the airline’s regulations, manage employees’ operations in accordance with company and safety regulations  Keep close supervision and observation of employees to prevent corruption or sum request from customer, Uncontrolledencourage employees to be honest and trustworthy  Provide sufficient service equipment and manpower (regular/shift work) for operations

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 Control and provide employees’ working condition with safe equipment including new improvement on task performance for productive work. Stimulate employees to use their personal safety tools at work and work precaution; improvement on safe working environment  Control in accordance with company policy, over-time work, personal leave, sick leave and others  Manage Safety and Security of Cargo Operations (g) Ramp Services Business Unit General Manager (CE) (i) Qualification  Male or female at least 45 years old printed  Have completion of Bachelor’s Degree in any field  Have a minimum of 15-year experience in rampor operations  Have a minimum of 10-year experience in commanding activities  Have computer skills and literacy with Thai and English typewriting  Have knowledge of aircraft services, cabin services and ramp handling,including aircraft ground support equipment  Have ability of presentation and budget planning  Have leadership, good vision  Be intuitiveness and creative (ii) Duties, Responsibilities and Authority The Ramp Servicesdownloaded Business Unit General Manager reports to the Vice President, Customer Services Department and has fuctionalif authority and responsibilities as follow:  Responsible for Ramp service, Managing, Planning, Controlling, Acquiring and Maintaining ground service equipment in good operating condition.  Report all expenses concerning to apron ramp equipment; equipment utilization on the tarmac.  Managing, controlling, and planning all personnel to provide the aircraft services according to the service standards. The work performances must meet the Department policy, effectively and safely.  Report the work performed, any problems, and obstructions shall be informed together with comment on how to improve working condition, managing, and Uncontrolledsupervising to the Management.  Directly report operational problems, difficulty and other information necessary to OC;

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 Propose development plan and preventive action regarding work performance and operational activities involving his duty to OC;  Perform other duties as delegated by the Vice President, Customer Service (OC) (h) Ground Quality Safety and Security Assurance Director (CQ) (i) Qualification  Male or female at least 35 years old  Have completion of Bachelor’s Degree in any field  Have a minimum of two-year experience in the Company  Have an operational expertise and knowledge of groundprinted handling activities  Have knowledge in quality audit and audit techniquesor  Have successfully completed quality auditor training  Have ability of presentation and budget planning  Have ability to work as a team, service minded and be creative  Have leadership and good vision (ii) Duties, Responsibilities and Authority The Ground Quality Safety and Security Assurance Director reports to the Vice President, Customer Services Department and has functional authority and responsibilities as follow:  Perform Internal Quality and Safety Auditing;  As approveddownloaded by OC, issue and distribute Operational Manuals such as Ground Operations Manual (GOM), Load Controlif Procedure (LCP) etc. to concerning functions and/or department  As approved by OC, issue Customer Service Bulletin (CSB) regarding the specific regulations and procedures concerning ground and cargo operations;  Directly report operational problems, difficulty and other information necessary to OC;  Propose development plan and preventive action regarding work performance and operational activities under her responsibility to OC;  Perform other duties as delegated by the Vice President, Customer Services (OC) Uncontrolled(i) Ground Customer Services - Training & Development Director (CT) (i) Qualification  Male or female at least 35 years old

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

 Have completion of Bachelor’s Degree in any field  Have a minimum of 15-year experience in Gound Operations  Have computer skills and literacy with Thai and English typewriting  Have competency in public speaking and coaching  Have ability of presentation and budget planning  Have ability to work as a team, service minded and be creative  Have leadership and good vision (ii) Duties, Responsibilities and Authority printed The Ground Customer Services - Training & Development Director reports to the Vice President, Customeror Services Department and has functional authority and responsibilities as follow:  Establish Training Manual which in compliance with company policy, and aviation rules and regulations.  Initiate ground yearly training plan.  Initiate ground initial training.  Initiate ground recurrent training.  Initiate ground specification training.  Ensure the standard of ground safety training course is consistently and in compliance with company policy and aviationdownloaded rules and regulations.  Ensure the standard of ground training course is consistentlyif aligned to Service Delivery and corporate objectives.  Maintain and update Ground Training Manual, training hand out and training record to keep it on track.  Coordinate with concerned organization and departments to achieve all training session.  Perform other duties as delegated by the Vice President, Customer Services (OC) (j) Office of Vice President The Office of Vice President reports to the Vice President, Customer Services Department and has functional authority and responsibilities as follow: Uncontrolled Perform administrative duty concerning Ground Operations;  Take action on all routine reports from stations and other functions;

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

 Control office stationery and supplies;  Coordinate with all functions within the Customer Services Department  Perform administrative work and follow up the progress of SMT/Station Management trainee program;  Perform other duties as assigned by the Vice President, Customer Services (OC)

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Delegation of Duty (a) Delegation of Department Head (i) During the temporary absence of Department Head, a full hand over briefing must be performed by the Department Head to the person assigned to cover the duties. (ii) For extended periods of absence, the Department Head will send and email notification advising all concerned of his/her absence and name of the person assigned to cover the duties. (b) Delegation of Directors and Managers (i) During the temporary absence of a Director/Manager in each department, his/her subordinate will cover the duties. printed (ii) If he/she does not have a subordinate, his/her immediate superior will assign appropriate staff to cover the duties. or Department Head Deputy

Ground Customer Services DMK Station Director (CB) Ground Customer Services Provincial Stations Director (CS)

Ground Services Business Development and Station Service Abroad Director (CG) Vice President, Customer Service Department (OC) Cargo Operations Director (CC)

downloadedRamp Services Business Unit General if Manager (CE) Ground Quality Safety and Security Assurance Director (CQ) Ground Customer Services - Training & Development Director (CT)

Shift Duty Manager (CB-D)

Ground Customer Services DMK Special Services Manager ( CB-F ) Station Director (CB) Ramp,Load Control and Baggage Services Manager ( CB-R ) Administration Manager ( CB-A ) Ground Customer Services Uncontrolled Provincial Stations Manager (CS-P) Provincial Stations Director (CS)

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Station Service Abroad Director Station Abroad Manager (CG-Q) (CG)

Ramp Services Business Unit Ramp Services Operations Director General Manager (CE) ( CE-T ) Ground Quality Safety and Ground Work Process Security Assurance Director (CQ) and Procedure Manager (CQ-M) Ground Customer Services - Customer Services Training & Development Director Training & Development Manager (CT) (CT-M)

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

1.3 GROUND PERSONNEL TRAINING

General (a) NOK maintains a training and evaluation program that is approved by Customer Services Vice President (OC) and/or accepted by Civil Aviation Authority of Thailand (CAAT). (b) All ground personnel are appointed based on their educational background, competency, skills, and experience as determined by the duties and responsibilities of their functions. All new ground personnel shall receive basic information about the Company's policies, procedures, practices, Quality Management System, Safety Management System, and Security Management System during their induction program to ensure they become familiar withprinted the Company's operations. The competency and skills of each personnel will be monitored and evaluated during his/her probationary period. (c) Evaluations are performed to ensure ground operation orpersonnel are competent to perform assigned duties. (d) The Company encourages the enhancement of personnel competency through training programs. All training shall be in accordance with the Customer Service Vice President (OC) approved. (e) All ground personnel, whether internal or external, conducting training must be qualified, certified and authorized by the Company and/or CAAT, as applicable. (f) All staff performing functions relevant to the safety or security of aircraft operations are required to maintain competence on the basis of continued education and training and, if applicable for a specified position, continue to satisfy any mandatory technical competency requirements. downloaded (g) In accordance with the job function, adequate initial and recurrent training shouldif be provided and recorded to ensure continued competence so that it is maintained throughout the duration of employment/contract.

Objectives The objectives of Ground Customer Services - Training and Development (CT) are to; (a) Conduct training of Ground Personnel as per Ground Operations Manual (GOM) (b) Conduct other trainings as required by the Company and/or Civil Aviation Authority of Thailand (CAAT) as applicable. Uncontrolled

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

The training aims to impart: (a) All aspects of Passenger and Baggage Handling (OEG/Orientation and Excellent Ground Services); (b) Knowledge for Load Control – Passenger Aircraft (Weight and Balance) Training; (c) Safety and Security Training; (d) Dangerous Goods Awareness. The various courses are dedicated to achieve an optimum result within a reasonable length of time while maintaining the highest standard of training in the above disciplines. For the benefit of trainees as well as training personnel, it is of utmost importance that trainees behave and act in a disciplined and correct manner at all times. It is the duty of every traineeprinted to be well prepared for the training/duty period to be undertaken. The trainee should not hesitate to seek assistance for fulfilling these tasks. or Ground Instructor General The efficiency of the training depends on the achievement of instructors. Their personal attitude, application of the basic principles of teaching along with their ability to convey knowledge and skill in a professional manner are very important factors to accomplish Ground Operations ultimate aim of a safe and secure work environment. Instructors, engaged in instructional work, should always bear in mind that they have influence on the trainees, in some ways or another. This influence should result in some forms of effect, e.g. that the trainee attains knowledge, proficiency and a positive attitude as a result of the learning process. It is during this process that downloadedthe adapted philosophy and policy, instructions and regulations are dealt with in a practical sense. Trainees’ attitudes towards the training are an ifimportant part of the learning process, and some of the factors to be developed and encouraged are; (a) A high degree of interest in the profession; (b) A strong desire to do a good job and to be qualified; (c) A professional loyalty to rules and regulations; (d) A readiness to take on responsibility; (e) A keenness to cooperate and work as a team. Usually the trainee will commence the training with a positive attitude and it is the instructors’ task to sustain this attitude throughout the entire process of learning. This is possible only if the instructors inspire confidence and have respect by showing that; Uncontrolled(a) They are trustworthy; (b) They are giving a feeling of security and safety; (c) They are stable in their attitude and demands;

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

(d) They live up to their own demands; (e) They show interest and engagement in their work; (f) They are professionally competent. (g) A positive attitude is promoted if the instructors; (i) Formulate reasonable and relevant objectives; (ii) Supply the trainees with these objectives; (iii) Are motivated towards the objectives; (iv) Are stable and consistent and possesses a sound and realistic self-criticism. (h) Thus, the instructors are confronted with the following important demands on their competence; printed (i) They must create relevant conditions for the training process based on the trainees’ competence or (j) They must act as a model for their trainees; (k) They must encourage their trainees They must motivate their trainees throughout the training process by showing interest and personal engagement in the individual trainee, and by giving feedback on training efforts for given objectives. Qualifications of Ground Instructors (a) Quality training starts with the right instructors. The most qualified instructors to deliver courses at our Don Mueang (DMK) Training Center and regional locations if deemed necessary under the consideration of head of Training and Development Department. (b) The official Grounddownloaded Instructors have a minimum at least three years of experience in their respective fields. Each Ground Instructor undergoes rigorousif assessment and instructional training to ensure they have the skills and expertise to deliver theoretical and practical training with results. (c) Ground instructors are dedicated professionals and it shows – participants consistently score our instructors over 80% on course evaluations for their knowledge of course content and ability to transfer skills in the classroom. General Requirements of Ground Instructors (a) Computer Skill (i) Excellent skills of Microsoft office, especially in the use PowerPoint (b) Communication Skill Uncontrolled(i) Strong communication skills and proficiency in instructional techniques. (ii) Ability to work with a multicultural audience. (c) Language Skill

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

(i) Instruction in Thai and English with excellent oral and written communication skills Additional Requirements per Area of Ground Instructors

No. Course Title Areas of experience Minimum Passed Train the Other number of Trainer of Nok Air or requirements years of equivalent IATA Train (regulatory, experience in the Trainer course min. IATA the respective and/or qualifications & requirements field experience in the etc.) respective field 1 Orientation Specialist, Supervisor, 3 yes - and Manager or Director of Excellent Airport Ground Ground Operations and/or printed Services Ground Customer (OEG) Services or 2 Passenger Specialist, Supervisor, 5 yes - and Manager or Director of Baggage Airport Ground Handling Operations and/or Ground Customer Services 3 Reservation Specialist, Supervisor, 3 yes - System Manager or Director of (Navitaire Airport Ground System) Operations and/or Ground Customer Services

4 Check in Specialist, Supervisor, 3 yes - System (Nok Manager or Director of Double D Airport Ground System) Operations and/or downloaded Ground Customer Services if

5 NOK Care Specialist, Doctor, 5 experience Medical and (Aviation Nurse or Qualified First Aid Medicine Medical Personnel of Training and First The Thai Red Cross Certification is Aid) Society and/or Hospital required

6 Excellent Specialist, Supervisor, 3 yes - Services Manager or Director of Seminar Airport Ground (GOM) Operations and/or Ground Customer Services

7 -Load Specialist, Supervisor, 3 yes Load Control Control – Manager or Director of Training UncontrolledPassenger Airport Ground Certification and Aircraft Operations and/or Ramp Master -Basic Load Ramp & Load Control License are Control – field required

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No. Course Title Areas of experience Minimum Passed Train the Other number of Trainer of Nok Air or requirements years of equivalent IATA Train (regulatory, experience in the Trainer course min. IATA the respective and/or qualifications & requirements field experience in the etc.) respective field Passenger Aircraft -Load Control – Passenger Aircraft for Instructor (LCP) 8 Safety Specialist, Supervisor, 3 yes and experience Aircraft type Precautions Manager or Director of Licensprintede and Aircraft Airport Ground Services Operations and/or Aircraft Maintenance, or Technical area 9 Basic Cargo Specialist, Supervisor, 5 yes or experience Cargo Acceptance Manager or Director of Management and Basic Airport Ground Training Cargo Operations, Cargo Certification Operations management, and/or DGR (non DGR) Operations and/or Category 6 are Handling required 10 Ramp Safety Specialist, Supervisor, 3 yes or experience Ramp Safety and Basic Manager or Director of Training Ramp Safety Airport Ground Certification is Operations and/or required Ramp & Load Control field 11 CIQ and Specialist, Manager or 5 yes or experience - Travel Director of Airport Documents Ground Operations downloaded and/or International Flight Operationsif field

12 Dangerous Specialist, Supervisor, 5 yes or experience DGR Category 6 Goods Manager or Director of certified, Train Regulations Airport Ground the Trainer (DGR) Operations, Cargo certified management, Authorized to Operations and/or teach by local Handling CAAT, if required 13 Aviation Specialist, Manager or 5 yes or experience Train the Trainer Security Director of Airport certified Awareness Ground Operations, Authorized to (AVSEC) Ground Customer teach by local Services, Aviation CAAT, if security with direct required management Uncontrolledresponsibilities in a civil aviation authority, airport and/or airline or security field

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No. Course Title Areas of experience Minimum Passed Train the Other number of Trainer of Nok Air or requirements years of equivalent IATA Train (regulatory, experience in the Trainer course min. IATA the respective and/or qualifications & requirements field experience in the etc.) respective field 14 Safety Specialist, Manager or 5 yes or experience Train the Trainer Management Director of Airport certified System Ground Operations, Authorized to (SMS) Ground Customer teach by local Services and/or CAAT, if safety/quality required management in an airline 15 Human Specialist, Manager or 5 yes or experience Train the Trainer Factors in Director of Airport certifiedprinted Ground Ground Operations, Authorized to Operations Ground Customer teach by local Services and/or or CAAT, if safety/quality required management in an airline

Motivation The word motivation can be defined as interest in/or a need and/or a desire, to engage in a task, for instance to learn. All our actions are motivated to some degree. No motivation – no action. Meaningful actions always have an aim and a purpose. Different needs relevant to the learning process may be: (a) A need for learning, (b) A need to be accepteddownloaded by the instructors, (c) A need to be ifaccepted by colleagues, (d) A need to attain and sustain self-respect, (e) A need to feel confident and secure, (f) A desire to obtain high standards and status. As the motives are deciding factors with regard to what actions will be taken by the trainees and what will be learnt by them. It is, therefore, important that the instructors utilize their skill and influence on the situation, in such a way that the above-mentioned needs can be satisfied.

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

Training Programs All employees and external service providers of NOK have to successfully complete training according to the training requirements. The training programs include initial and recurrent training to ensure that employees engaged in the ground operations personnel retain their effectiveness in carrying out their duties. The training programs will be those which are required by NOK as well as those required and accepted by CAAT. The syllabus of the courses is based on the Ground Operations Manual (GOM) and on regulatory requirements. Changes in policy and procedures are informed to training department in a timely manner. The training programs are reviewed and updated to ensure effectiveness as well as incorporate the latest regulatory and operational changes in a printed timely manner.

Examination/Testing/Checking or Examining knowledge and testing skills are an integral part of the training process to ensure that trainees are competent to perform the duties and functions to be assigned. Examinations should always be prepared with the sole purpose with the sole purpose of measuring whether or not the trainees have acquired the required knowledge and skills. Trainees must always be informed on how they are going to be evaluated of tested so they can orient their efforts. The information must include the mode of test, the performance expected, the standards to be met and the consequences of inadequate performance. It is recommended that trainees be informed of the result of their evaluation, and instructors offer explanation of improper responses. In selecting the type of testdownloaded to be given, the general rules are:  Theoretical knowledge is best tested by oral or written tests suchif as multiple choices, true/false, matching, fill in the blank, or essay.  Skills are best tested by performance tests, having the trainee perform the task under real or simulated conditions.  Attitudes are tested by observations of performance or by means of questionnaires. (b) Examination Method The examination will be held after the completion of each subject training. The evaluation and training results are recorded by Ground Customer Services - Training and Development (CT) as well as being sent to their superiors for further reference. Uncontrolled(i) Paper or Practical examination;  the minimum of an 80% pass mark is required;

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 Ramp Master Training requires 100% pass mark for loadsheet performance and calculation;  Only two grades; pass or fail.

(c) Re-Test The trainee who cannot pass the first examination will get another re- test (paper examination or oral test). The required standard for passing the written test is shown below:

Examination Result in Action Required 80% or more  None printed

Below 79%  No line duty shall take place until anotheror test are passed with a grading of minimum 80% within seven days from the previous test date.

NOTE: For initial training, failing to meet the requirement after two consecutive tests will result in immediate dismissal from the company.

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Training Requirements

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Categories of Training All ground personnel, including personnel of external service provider shall be trained according to the training program executed by Ground Customer Service – Training and Development Department (CT) before performing their operational duties so that they become qualified prior to being assigned to perform specific duties. (a) Initial Training Initial training is required for persons who have not been previously employed by the airline as ground operational personnel. Initial training shall ensure that each trainee acquires the knowledge necessary to fulfil the responsibilities and duties assigned to ground operational personnel in the interest of safety and security related. printed Training section shall ensure all ground personnel must successfully complete initial training program before assigned duties. The initial training program will also be applied as a re-qualificationor training program for those who have been completed initial training and qualified as a ground member for NOK. The training program must be approved by Head of Ground Customer Services Department (OC) and accepted by Civil Aviation Authority of Thailand (CAAT). (b) Recurrent Training Recurrent training is required for ground personnel of NOK as per on each the training program period following completion of initial training or previous recurrent training. (c) Differences Training Differences training is required in order to qualify and maintain qualification on an aircraft that has differences from the model or series that the Rampdownloaded Master (RM) or ground members previously qualified on and will be assigned to duty. Examples of different models includeif a Boeing737 VS Boeing777. Examples of different series include a Boeing737-400 VS Boeing737-800. The training program must be approved by Customer Service Vice President (OC) and/or accepted by the Civil Aviation Authority of Thailand (CAAT), as applicable. (d) Safety And Security Training A safety and security training is defined as a systematic approach to managing safety and security, including the necessary organizational structures, accountabilities, policies and procedures. Training in safety and security is defined as training which focuses on the role that the individual ground personnel play within the operator’s safety and security, how their contributions fit in the bigger picture of safety and security management at the overarching Uncontrolledorganizational level. The goal of this training is to ensure that ground operations personnel are trained and competent to perform their duties within the safety and security.

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(e) Dangerous Goods (DG) Training NOK does not transport dangerous goods. However, ground operations personnel shall be trained the Dangerous Goods Regulations (DGR) according to the Training Program. The curriculum for Dangerous Goods Training for ground handling personnel shall typically address: (i) General Philosophy; (ii) Limitations; (iii) Labeling and Marking; (iv) Recognition of undeclared dangerous goods; (v) Provisions for passenger and crew; printed (vi) Emergency procedures. Personnel identified in the catagories specified in Tablesor 1.5A and 1.5B must be trained or training must be verified prior to the the person performing any speficied in Tables 1.5A and 1.5B. Recurrent training mut be provided within 24 months of previous training to ensure knowledge is current. However, if current training is completed within final 3 months of validity of previous training, the period of validity extends from the month on which the recurrent training was completed until 24 months from the expiry month of that previous training. Extra Training If deemed necessary, an extra training may be requested by Station Manager to ensure smooth ground handling and/or fulfill ad hoc requirements, CT, after receiving the information, will consider and provide such training to support downloadedaccordingly.

Syllabus of Trainingif Programs Besides initial training, depending on the area of work of the employee, in- depth training is conducted which include policies, procedures and operating practices associated with specific job functions and responsibilities, like guest handling, baggage, cargo and mail handling, aircraft handling, loading and load control. To meet the recommended safety standard of operation the training syllabus must include but not limited to the course contents and details topics.

Course Contents and Details (a) Orientation And Excellent Ground Service (OEG) (i) Introduction : About NOK (NOK Policy, Products, Services and UncontrolledNOK Activities) (ii) Passenger and Baggage Handling relating to Ground Operations Manual (GOM)

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(iii) Reservation System (Navitaire System) (iv) Check in System (Nok Double D/NDD System) (v) Basic Ramp Safety (vi) Basic Load Control – Passenger Aircraft (vii) Dangerous Goods Regulations (viii) Aviation Security Awareness (ix) Safety Management System (x) Human Factors in Ground Operations (xi) Excellent Ground Services (xii) Practical or On the Job Training (OJT) printed

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Subject Training Day(s) 1. Introduction 1Day

1.1 NOK Policy 1.2 NOK Vision and Mission 1.3 NOK Product and Services 1.4 NOK Activities 1.5 NOK Organization 1.6 NOK Terms and Conditions 1.7 NOK Community and Culture 1.8 Ground Duties and Responsibilities printed 2. Passenger and Baggage Handling relating to 5Days GOM

2.1 Airport Sales Counter or 2.2 Pre-flight Handling 2.3 Check-in 2.4 Boarding Precedure 2.5 Post Flight Handling 2.6 Passenger Security 2.7 Arrival 2.8 Thru Check (NOK Connecting) 2.9 Government Requirement 2.10 Special Passenger Handling 2.11 Deportees and Inadmissibe/NTs (Not to Land) 2.12 Unruly or Disruptive Passenger 2.13 Irregularity Handling 2.14 Cabin Baggage 2.15 Checked Baggage downloaded 2.16 Special Baggage 2.17 Baggage Handlingif 2.18 Baggage Security 2.19 Mishandled Baggage 2.20 Dangerous Goods

3. Reservation System (Navitaire System) 1Day

3.1 Sign In/Out 3.2 Password Requirement 3.3 Terms and Conditions 3.4 Reservation 3.5 Pricing 3.6 Ticketing

3.7 Exchange Uncontrolled 3.8 Refund

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4. Check in System (NOK Double D/NDD System) 1Day

4.1 Sign In/Out, Menu /Tool options 4.2 Keys, Assign printers 4.3 Flight details 4.4 Passenger Lists 4.5 Passenger check-in 4.6 Editing 4.7 Bag tags 4.8 Check-in options 4.9 Boarding Process printed

5. Basic Ramp Safety 0.5Day or 5.1 Safety Management Awareness 5.2 Human factors 5.3 Rules and Regulations 5.4 Accidents and Incidents 5.5 Personal protection 5.6 Workplace Hazards 5.7 Equipment Operation 5.8 Housekeeping 5.9 Emergency Situations 5.10 Airside Markings

**For Ground personnel ,Ramp Agents, Ramp Master, Loaders and Equipment operators, Briefing on Fueling proceduresdownloaded is mandatory if 6. Basic Load Control – Passenger Aircraft 0.5Day

6.1 Load Planning Procedue 6.2 Weight and Balance Calculation 6.3 Aircraft Loading 6.4 Preparation of manual loadsheet 6.5 Preparation of manual trim sheet based on aircraft type 6.6 Checking and finalization of load and trim sheet 6.7 Load planning of Dangerous Goods and Special Load 6.8 Load planning Uncontrolled6.9 Loading limitations 6.10 Completion of LMC

Basic theory of flight

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7. Dangerous Goods Regulations 1Days

7.1 Introduction to Dangerous goods 7.2 Acceptable Dangerous goods, Forbidden Dangerous Goods 7.3 Prohibited Items, DG Regulations and Carriage of LAG 7.4 Information to passengers 7.5 Classes and Divisions of DG 7.6 Undeclared/Miss declared/Hidden Dangerous Goods 7.7 DG Packaging and Labeling 7.8 Acceptable Goods for Passengers or Crew printed 7.9 Emergency response Guidance for Aircraft Incidents involving Dangerous Goods or

8. Aviation Security Awareness 1Day

8.1 Introduction to Aviation Security 8.2 Unlawful acts of Interference with Civil Aviation 8.3 Principles & Philosophy of Aviation Security 8.4 International Legislation, Security programs, airport security system and its agencies 8.5 Knowledge on weapons and explosive/incendiary devices 8.6 Protection of premises, information & aircraft 8.7 Functional Security, Passenger & Baggage, Cargo downloaded 8.8 Airport access control measures 8.9 Rules & Regulationsif pertaining to the use of airport pass and responsibilities of airport pass holder 8.10 Handling of Unruly Passengers and those with suspicious behaviors 8.11 Handling of sabotage, Bomb Threat on ground, Airport search and Hijacking

9. Safety Management System (SMS) 1Day

9.1 The International Regulatory Framework 9.2 ICAO Annex19 9.3 IATA’s IOSA Uncontrolled9.4 SMS Definition and its Requirements 9.5 Safety Reporting and Documentation 9.6 Emergency Response Plan (ERP)

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10. Human Factors in Ground Operations 1Day

10.1 Introduction to Human Factors in Aviation 10.2 The meaning of Human Factors

11. Excellent Ground Services 2Day

11.1 Personality Development 11.2 Uniform and Grooming Standard 11.3 Organization, Duty and Responsibility 11.4 Operational Planning 11.5 Safety and Security Management printed 11.6 Quality Management System (QMS) 11.7 Passenger Handling Procedures 11.8 Baggage Handling Procedures or 11.9 Cargo/Mail Handling Procedures 11.10 Aircraft Handling Procedures 11.11 Load Control 11.12 Airside Safety Operational Oversight

12. Practical or On the Job Training (OJT) 10Days

12.1 Sales Booth 12.2 Check in 12.3 Boarding Gate 12.4 Departure / Departure 12.5 Airside downloaded 12.6 Documentation if

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(b) Ramp Master Training (i) Load Control – Passenger Aircraft (ii) Safety Precautions and Aircraft Services Training Requirements Initial Training schedule should will be planned for staff who act as Ramp Master (RM) duty as per below;  5 days training for new staff with no experience comprises 3 days for theoretical training and 2 days for practical training including loadsheet performance practice for 10 departure flights.  1 day for experienced staff including but not limited to all GHA appointed at abroad stations before performing such dutiesprinted under NOK operations requirements.  Number of training days may be extended at the discretion of the trainers if deemed necessary. or  Staff who fail initial test due carelessness but have received good feedback from trainer, will be allowed to take a re-test in the presence of a ground department personnel.  In the event of one aircraft type certification being revoked, it will cause the certification of all other aircraft types to be revoked. Meaning if you lose one you lose all.  There will be occasions when certifications are required to be suspended due to investigation. If suspension is for a period of less than 30 days, a re-test is not required. If the investigation takes more than 30 days (and no more than 90days) and does not lead to a certification being revoked, re-test is available for the concerned staff in presence of a grounddownloaded department personnel for integrity purposes. The test will be evaluated by Ground Training and Development department (CT)if  If the certification is due to expire, a 1day refresher training including a test will be organized accordingly before expiry date. If the certificate holder fails to attend the refresher training prior to the expiry date, they will be required to attend the Initial Training for experienced staff.  Certification will be revoked if training requirements are not complied with and if certification is suspended for more than 90days. Minimum revoke period of 12 months apply before staff is allowed to attend an initial for experienced staff.

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Subject Training Day(s)

1. Load Control – Passenger Aircraft 5Days

1.1 Introduction to Load Control Procedure (LCP) 1.2 Aircraft Loading Regulations 1.3 Aircraft Loading Instructions 1.4 Aircraft Load Sheet and Trim Sheet 1.5 Ramp Master (RM) Duties and Responsibilities 1.6 Practical Weight and Balance Training (1Day for experienced staff and 5Days for inexperienced staff) printed 2Days 2. Safety Precautions and Aircraft Services in or 2.1 Regulations and Introduction 2.2 Aircraft Safety 2.3 Personal 2.4 Aircraft 2.5 Passenger 2.6 Equipment 2.7 Aircraft Communication 2.8 Marshaling Signal 2.9 Ground and Cockpit Communication 2.10 Refueling and record in technical log book 2.11 Practice of Marshaling and Ground/Cockpit Communication 2.12 Practice of openning/closingdownloaded aircraft door if

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(c) Safety And Security Training (i) Aviation Security Awareness (ii) Safety Management System (iii) Human Factors in Ground Operations

Subject Training Day(s)

1. Aviation Security Awareness 1Day

1.1 Introduction to Aviation Security printed 1.2 Unlawful acts of Interference with Civil Aviation 1.3 Principles & Philosophy of Aviation Security 1.4 International Legislation, Security programs, or airport security system and its agencies 1.5 Knowledge on weapons and explosive/incendiary devices 1.6 Protection of premise, information & aircraft 1.7 Functional Security, Passenger & Baggage, Cargo 1.8 Airport access control measures 1.9 Rules & Regulations pertaining to the use of airport pass and responsibilities of airport pass holder 1.10 Handling of Unruly Passengers and those with suspicious behaviors 1.11 Handling of sabotage, Bomb Threat on ground, Airport search and Hijackingdownloaded (Recurrent training every two year period) if 2. Safety Management System (SMS) 1Day

2.1 The International Regulatory Framework 2.2 ICAO Annex19 2.3 IATA’s IOSA 2.4 SMS Definition and its Requirements 2.5 Safety Reporting and Documentation 2.6 Emergency Response Plan (ERP) (Recurrent training every three years period)

3. Human Factors in Ground Operations 1Day

Uncontrolled 3.1 Introduction to Human Factors in Aviation 3.2 The meaning of Human Factors

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Training Evaluations / Certificates

After completion of training, trainees are evaluated and training results are recorded by Training and Development Department (CT) as well as being sent to their superiors for further reference.Tests are given in many courses in QSS trainings to assess the levels of trainees’ achievement. Successful participants, then, are awarded with certificates by the following criteria: (i) Passing Requirement is 80% is required for ground mandatory training, dangerous goods, safety and security trainings. (ii) Introductory Courses in QSS requires no tests, only full attendance is needed. printed (iii) If class participants fail the exams given , there are 2 options available:  Re-Test can be given within 7 days or  Re-Train at a later date (d) Dangerous Goods Awareness (i) Dangerous Goods Regulations

Subject Training Day(s)

1. Dangerous Goods Regulations 1Day

Introduction to Dangerous goods Acceptable Dangerous goods, Forbidden Dangerous downloaded Prohibited Items, DG Regulations and Carriage of LAG if Information to passengers Classes and Divisions of DG Undeclared/Miss-declared/Hidden Dangerous Goods DG Packaging and Labeling Acceptable Goods for Passengers or Crew Emergency response Guidance for Aircraft Incidents involving Dangerous Goods (Recurrent DGR training every two years period)

Training Evaluations / Certificates

UncontrolledAfter completion of training, trainees are evaluated and training results are recorded by Training and Development Department (CT) as well as being sent to their superiors for further reference.Tests are given in many courses in QSS trainings to assess the levels of trainees’ achievement.

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Successful participants, then, are awarded with certificates by the following criteria: (i) Passing Requirement is 80% is required for ground mandatory training, dangerous goods, safety and security trainings. (ii) Introductory Courses in QSS requires no tests only full attendance is needed. (iii) If class participants fail the exams given , there are 2 options available:  Re-Test can be given within 7 days  Re-Train at a later date

New Employee printed New employees must undergo “Orientation and Excellent Ground Service (OEG)” training in the company policies, product, Passengeror Services and Airport procedures. They must obtain 80% to clear the examination. Employees who obtain between 70 and 79% are allowed a second attempt. If they fail to clear the examination with the required percentage, they may not continue or may be reassigned to a post involving non-airport functions. No Employee will be released or be allowed to perform independent operation duties within the scope of ground handling operations till they have completed the Orientation and Excellent Ground Service (OEG) training and qualified for the same. New employee if recruited for specific job function (e.g. Ramp Master (RM), etc), along with the above-mentioned “Orientation and Excellent Ground Service (OEG)”, also need to undergo the specific training required to handle the job function, as mentioned in the training matrix. The process of qualification is through written, oral and/or practical evaluation. New employees must also undergodownloaded Dangerous Goods Regulations Training appropriate to their area of work (as defined in the training matrix) prior to being assigned dutiesif where this training is a pre-requisite. In some circumstances, when new employees are immediately required to perform their duties at stations, there is an exception that Station Manager can conduct a Pre-OEG training for those new employees by using the course materials provided by Ground Customer Services Training and Development Department (CT). OJT is also applied for 10 days under the supervision of qualified and experienced staff assigned by Station Manager. Station Manager shall advise CT of such training with referable training records. Once the next available OEG training course is provided and announced, Station Manager shall inform CT and send them to attend and complete the training as required for official certification by CT. Training Records Uncontrolled(a) General Records of training, for NOK Ground Personnel and external service provider staff, shall be kept in electronic and paper files during their employment period.

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Qualification, training record and authorization of instructors shall be kept in electronic and paper files for as long as the authorization is still valid and the instructors still perform their duties as instructors with the Company. (b) Record Keeping System To establish a well-functioning follow-up system for the performance of Ground Personnel, the record keeping system and contents shall be satisfactory to the Authority. (c) Training Record Monitoring Training Administrator has the responsibility for recording and updating all trainings for operational personnel in compliance with CAAT regulations. printed Training Manager shall ensure that this is achived by monitoring the training record file on monthly basis. or

The following documents will be kept on file and, on request, made available to the relevant Authority and trainees; (i) Orientation and Excellent Ground Service (OEG);  Initial Training (ii) Ramp Master Training;  Initial Training  Recurrent Training  Differences Training (if applicable) (iii) Safety and Securitydownloaded Training (SMS, Aviation Security Awareness and Human Factors)  Initialif Training;  Recurrent Training; (iv) Dangerous Goods Awareness  Initial Training;  Recurrent Training; (d) Training Records are maintained as follows: (i) Training Department: The training department will maintain, retain and store training records for each employee that has attended a training program at the Training center. Uncontrolled(ii) Local Station Records:  In addition, each station will maintain training records for staff posted at their own station to enable them to nominate staff for appropriate training courses.

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 For trainings conducted by a local qualified trainer or on- site by an external agency such as the aerodrome operator, the training records will also be maintained at thestation, with a copy sent to the Ground Customer Services - Training and Development Department (CT) if applicable. (e) Ramp Master Training Consolidated Records must contain at least the following information: (i) Name (ii) Employee/Staff Number (iii) License Number (iv) Location (if different terminal) printed (v) Designation/Grade (vi) The validity date of loadsheet certification for eachor aircraft type certified (vii) The validity of the DGR Ramp Master certification (viii) Remarks for any additional information such as scheduled refresher (ix) Training dates of each staff (f) DGR Training Records must contain a photocopy of the certificate issued on successful completion of training, or if the certification has not yet been issued, then a copy of the Staff Results signed by the Instructor. DGR training record must be maintained, which must include; (i) The induvidual’sdownloaded name (ii) The most recent training completion month (iii) A description,if copy or reference to training materials used to meet the training requirement (iv) The name and address of the organization providing the training (v) Evidence, which shows that a test has been completed satisfactory. The DGR training record must be retained by the employer for a minimum period of thirty-six months from the most recent training completion month and must be made available upon request to the employee or appropriate national authority. (g) Station Manager (CB/SM) must also maintain training records at the respective station for staff of contracted agencies (where applicable). Uncontrolled(h) The training records maintained as per items b) and c) above are subject to the following requirements:

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(i) Records must be preserved and protected under lock and key such that access and retrieval to these is on a selective basis. Where records are maintained as a soft copy, these must be password protected so that only authorized personal have access to the same. (ii) Training records must be maintained for the entire duration of the employment. (iii) For trainings which require a refresher course, the person responsible for maintaining the training records shall also ensure that when the staff is due for refresher training, his/her manager is informed well in advance so that the manager can arrange to send the staff for the requisite training, failing which the manager shall ensure that the staff is not assigned duties for whichprinted the training is mandatory until his/her refresher training is completed. (i) NOK shall maintain training record of all employees or including any contract/part-time employees. Training records shall be included in the documentation control system and retained for at least the period required by regulatory authorities. All training, testing, evaluation and competency should be documented in a timely and consistent manner. The record should identify as a minimum: (i) the student’s name (ii) area of training, evaluation (iii) pass mark or percentage to be achieved (iv) actual test mark or percentage achieved (v) date of training (vi) date of re-currencydownloaded (if any) In case of paperif records: (i) the trainer will sign or initial that they have delivered the training (ii) the learner will, as acknowledgement and understanding of the training, sign or initial the appropriate subject matter on the training record form. In case of electronic or computer based training record systems, the record shall include a course reference and electronic acknowledgement, as applicable.

Responsibility It is the responsibility of both instructors and trainees to ensure that all the required Training Records are filled in after completing their training. It is also the responsibility of Head of Training to ensure that the UncontrolledAdministrative Assistant concerned provide the necessary logistic support for record keeping. He/She will also adopt measures to hinder unauthorized access to the subject files and/or electronic files.

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All training records must be kept in locked cabinet and access to training records requires authorization of Head of Training.

Training Facilities and Devices (a) Facilities And Equipment for Classroom-Based Training (i) General space requirement  Trainee work station;  The area required for hands-on exercises;  The instructor work station; and  The storage area (ii) Classroom facilities printed  Number of trainees in a class;  Trainee work station size; or  Class configuration;  Size of aisles;  Use of media (in particular projected media); and  Hands-on exercises (if applicable) (iii) The learning environment The key to a good learning environment is the elimination of discomforts and other undesirable characteristics. A good learning environment includes:  The temperature should be comfortable;  Ventilationdownloaded should be adequate;  Lightingif should be of adequate level for work or viewing;  Distracting sound should be kept to minimum;  Work areas should be aesthetically pleasing;  Work station, including chairs, should be comfortable;  Work space should be adequate;  Work area should be clean;  Training equipment should be adequate;  Visual media should be visible from all angles and seats; and  Audio media should be audible to all present.

Uncontrolled Trainee-to-Instructor Ratio (a) In order to assess and evaluate a trainee’s competency, these should be limits on the ratio of trainees per instructor; (i) Theory training: 15 – 30 trainees per instructor.

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(ii) Practical training: 15 – 30 trainees per instructor. NOTE: The number of trainee might be up to 35 participants, with the appropriate room size that creates the proper learning environment.

Equipment Operation To ensure that all staff who operate ground support equipment on the airside are qualified and trained to do so in a safe manner. Requirement: NOK will ensure the following recruitment norms are followed for drivers who operate GSE such as tractors, trucks etc. on the airside: (a) Understand English (b) Valid license with bus badge printed (c) Driving skill test and supervision by GSE Supervisior or Manager approved professional or (d) Medical test vision and audiometry etc. In addition to the above, NOK will ensure that drivers undergo (a) An Airport Familiarization exercise. (b) Air side Safety Training (c) Dangerous Goods Awareness (d) Aviation Security Awareness (e) Safety Management System (f) Human Factors in Ground Operations On completion of the above, the driver will be issued with a qualification card, which will indicate downloadedthe type of vehicle he is authorized to operate.

Update Process forif Training Program The contents of training completed by ground handling operations personnel are reviewed and updated by Ground Customer Services – Training and Development (CT) when new revision of this GOM has been issued and at least each one year if there was no revision within related period to remain relevant, and provides the knowledge necessary to perform duties, execute procedures and operate equipment associated with specific ground handling functions and responsibilities, to include: (a) Familiarization training on general provisions and regulations; (b) In-depth training on requirements, including policies, procedures and (c) operating practices; Uncontrolled(d) Training in human factors principles; (e) Safety and Security training on associated operational hazards.

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NOTE: Update process will follow that fitted in Internal Training procedure concerning how training is performed, control of training material, its revisions through time, as well as the requirements for instructor. On the other hand for external handling providers, there viewed content of training completed by external ground handling operations personnel is checked through audit checklists to ensure it is also updated to remain relevant.

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1.4 COMMUNICATIONS

Ground Communications NOK has a communication system that enables an effective exchange of information relevant to the conduct of ground handling operations throughout the management system for ground handling operations and in areas where ground handling operations are conducted. The followings are channels or means of information exchange to communicate between management and ground operational personnel and among ground operational personnel themselves: (a) Email; (b) Reports; printed (c) Communiqués (Letters, Memos, Bulletins); (d) Log Book or (e) Briefing (f) Air-to-Ground Radio Communication (g) Use of Walkie-Talkies (h) Flight Information Message (i) Phonetic Alphabet.

Email All message categories from the management directly relating to company business and ground handling operations will be transmitted via email to department head concerned. In order to ensure control and effectiveness of communication, the departmentdownloaded head shall respond to the sender and relay the message ifto subordinates (if required).

Reports (a) Safety and Security Report Everyone is entitled for reporting all safety and security matters directly to Corporate Quality Safety and Security Department by the use of the prescribed form available in Nok Intranest and by prescribed reporting channels i.e. e-mail, Safety and Security box, etc. (b) Station Report The Station Report is officially used among ground operational personnel as a written communication to report any difficulty related to ground operations activities and service quality (See Appendix B - UncontrolledStation Report Form).

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Communiqués (Letters, Memos, Bulletins) (a) Letters and memos shall be issued and submitted to department head concerned for approval. (b) Customer Service Bulletin (CSB) is a working procedure guideline described the specific regulations and procedures concerning ground and cargo operations as well as safety and security matters. The CSB shall be issued by Quality, Safety and Security Assurance Department (CQ) with an approval of Vice President, Customer Services Department.

Log Book All ground personnel shall ensure continuity in communication of relevantprinted operational information with the staff in the shift and from other shift by maintaining log book entries. Upon reporting duty, staff shall read the log book and follow up on issues that require completion. or

Briefing Immediately upon reporting for duty and before taking over operational responsibility, the briefing shall be conducted. All briefing issues shall be read and understood. The read and sign shall be completed as an acknowledgement for recods. Any difficulty in understanding the subject should be referred to the immediate supervisor for clarification.

Air-to-Ground Radio Communication Air-to-ground radio communication is a means of information exchange between ground staff downloaded and pilot regarding aircraft movement or other necessary information related to flight operations i.e. ad hoc NOTAM or meteorological reportif etc. For the effectiveness of this information excahnge, ground staff shall ensure to be specific and clear during communication and shall always confirm understanding by repeating back the message.

Use of Walkie-Talkies The use of walkie-talkies is one of verbal means applied among ground personnel as two-way communication while conducting ground operations activities. The followings are guidelines for the proper use of walkie-talkies to ensure the communication is carried out effectively and professionally: Uncontrolled(a) Check walkie-talkies before use; (b) Always select the right channel; (c) Listen to the channel before use and to avoid the interruption to others;

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Ground Operations Manual Chapter 1 Organization, Duty and Responsibility

(d) Identify yourself; (e) Be alert (pay attention to the message); (f) Confirm message; (g) Do not use offensive language; (h) Do not shout; (i) Do not give confidential information over the walkie-talkies.

Flight Information Message All operational messages will be sent via online private company network (NDD System) and e-mail for abroad stations. printed

Phonetic Alphabet or ALPHABET WORD PHONETIC A ALFA AL FAH B BRAVO BRAH VOH C CHARLIE CHARLEE D DELTA DELL TAH E ECHO ECK OH F FOXTROT FOKS TROT G GOLF GOLF H HOTEL HOH TELL I INDIA IN DEE AH J JULIETT JEW LEE ETT K KILO KEY LOH L downloadedLIMA LEE MAH M MIKE MIKE N if NOVEMBER NO VEM BER O OSCAR OSS CAH P PAPA PAH PAH Q QUEBEC KEH BECK R ROMEO ROW ME OH S SIERRA SEE AIR RAH T TANGO TANG GO U UNIFORM YOU NEE FORM V VICTOR VIK TAH W WHISKEY WISS KEY X X-RAY ECKS RAY Y YANKEE YANG KEY Z ZULU ZOO LOO

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 1-46

Ground Operations Manual Chapter 2 Operational Planning

2 OPERATIONAL PLANNING

2.1 OBJECTIVES

NOK’s objective is to achieve the highest level of safety and security standards and quality work practices throughout its airline operations. In order to achieve this objective NOK will: (a) Meet or exceed all regulatory, legal, industry standards; (b) Ensure continuous improvement of Safety Management System; (c) Strive for continuous improvement in operational performance. printed or

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 2-1

Ground Operations Manual Chapter 2 Operational Planning

2.2 DEPARTMENTAL OBJECTIVES AND QPI/QPT

Quality Key Performance Indicators NOK has developed and maintained the means to verify the quality performance of the organization and to validate the effectiveness of quality controls. NOK’s quality performance shall be verified in reference to the quality key performance indicators and quality performance targets of the QMS.

Ground Operations Performance Standard NOK Ground Attendant shall perform their duties according to OC KPI. (Refer to OC KPI) printed

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Ground Operations Manual Chapter 2 Operational Planning

2.3 REGULATORY AND EXTERNAL REQUIREMENTS

Designated personnel who are appointed by the company or head of each department should coordinate with CAAT and other authorities concerned to ensure that rules, regulations and procedures stated in the Operations Manual are clearly understood and accepted by the authorities. Also, ensure that Operations Manuals and other related documents are updated to aviation standards.

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Ground Operations Manual Chapter 2 Operational Planning

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 2-4

Ground Operations Manual Chapter 3 Safety and Security Management

3 SAFETY AND SECURITY MANAGEMENT

Ensuring the safety and security of our operations constitutes one of our core values. Safety and security are major consideration in all aspects of our business and shall not be compromised. NOK and our appointed Ground Handling Agents (GHA) are at all times committed to ensure our operating processes and procedures are consistent with protecting the safety and security of our employees, passengers and other airport users.

3.1 SAFETY MANAGEMENT NOK is committed to the continuous improvement of the SMS. SMSprinted is required to facilitate the proactive identification of hazards and maximize the development of a better safety culture as well as modify attitudes and actions of all ground personnel in order to maintain operationsor safety and to make a safer work place.

Key Safety Personnel The Chief Executive Officer (PP), as the Accountable Executive (AE), has ultimate responsibility and accountability on behalf of NOK for the implementation and maintenance of the SMS throughout NOK. Deputy Corporate Quality, Safety and Security Vice President (PV-B) is nominated as the Corporate Safety Manager. Customer Service Vice President (OC) is the departmental Safety Manager and is a member of NOK Safety Review Committee (SRC) who reports to Chief Operating Officer downloaded(PO). if Departmental Safety Action Group (DSAG) In order to comply with company SMS, Customer Service Vice President (OC) has appointed Ground Quality Safety and Security Assurance Director (CQ), Customer Services Training and Development Director (CT) and Ground Customer Services Provincial Station Director (CS) as members of Safety Action Ground (SAG) and as SMS Coordinators to facilitate and support SMS activities. OC has also set up Departmental Safety Action Group to ensure that safety objectives are achieved and to enhance safety management improvement. (a) The DSAG members are: (i) Ground Quality Safety and Security Assurance Director (CQ) (ii) Customer Services Training and Development Director (CT) Uncontrolled(iii) Ground Customer Services Provincial Station Director (CS) (iv) Ground Customer Services DMK Station Director (CB) (v) Station Service Abroad Director (CG)

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Ground Operations Manual Chapter 3 Safety and Security Management

(vi) Ramp Services Business Unit General Manager (CE) (vii) Cargo Operations Deirector (CC) NOTE: Appropriate line managers, supervisors or front-line personnel are able to attend the DSAG at the invitation of DSAG members to provide required reports, information and presentations necessary to safety management concerns. (b) The key responsibilities of DSAG are defined as follows: (i) Perform SMS Gap Analysis in the area of responsibilities including outsources; (ii) Identify Hazard and Safety concerns; (iii) Perform Safety Risk Assessment; printed (iv) Propose effective mitigation action and implement it within agreed timeframe; or (v) Set Departmental Safety Performance and Target; (vi) Coordinate with SAG and other SMS coordinators. (c) Meeting Agenda The following agenda items shall normally include, but not limited to, for the DSAG meeting: (i) Review previous minutes and action items register; (ii) Escalated safety, security issues to SAG; (iii) Safety Actions resulting from Audits and Investigations; (iv) Operational Safety Performance; (v) WSH Performance;downloaded (vi) Security Performance; (vii) Communicationif of relevant procedural updates, initiatives or safety performance matter; (viii) Sharing of relevant learnings from incidents, events or risk assessment; (ix) Training issues and initiatives NOTE: The DSAG shall meet monthly. The Chair or Deputy Chair shall attend.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 3-2

Ground Operations Manual Chapter 3 Safety and Security Management

3.2 GROUND SAFETY REPORTING

Ground Safety Reporting is a mandatory part of our SMS as this process allows us to identify hazards and manage risks to minimize unsafe acts that may affect our operations, personnel, passengers or others concerned.

Ground Safety Reporting & Investigation Policy The Ground Safety Reporting and Investigation Policy calls upon every ground personnel to contribute to safety by reporting any unsafe acts, ground accident and incident to assist fully with the associated investigstion. It is by learning from these incidents and taking necessary action that enable us to better manage risk and accident prevention.printed It is recognized that the effectiveness of a ground safety reporting system is likely to be affected adversely by the fear of reprisal among reporters. To alleviate this natural concern, Customer Service Vice Presidentor will refrain from disciplinary or punitive action that might inhibit all ground personnel from reporting safety-related incidents and accidents. However, it is not the aim of this policy to protect those ground personnel who act recklessly, deliberately put other at risk or fail to report a safety occurrence. The purpose of the ground safety investigation is to establish facts and contributory factors in order to prevent accidents and incidents and not to apportion blame or liability. The basic principles of this policy, consistent with a “just culture”, are; (a) Every ground personnel is obliged to report all accidents, incidents, threats and hazards that compromise the safety and security of our operations and work environment. (b) The reporting of unpremeditateddownloaded or inadvertent errors and mistakes will not result in disciplinary action or punishment being taken against the reporter. if (c) Occurrences involving dereliction of duty, negligence,reckless behavior, violations of company standard or deliberate failure to report will be handled according to departmental disciplinary procedures. (d) All ground personnel shall fully cooperate with investigation process and follow-up of safety accidents and incidents.

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Ground Operations Manual Chapter 3 Safety and Security Management

Definitions of Ground Accident and Incident (a) Ground Accident An occurrence associated with ground handling of an aircraft which takes place after chocks-on until chocks-off, excluding incidents related to aircraft maintenance activities, in which: (i) A person is fatally or seriously injured as a result of:  Being in the aircraft, or  Direct contact with any part of the aircraft, including parts that have become detached from the aircraft, or  Direct contact with ground support equipment (ii) The aircraft incurs damage or structural failure which adverselyprinted affects the structural strength, performanace or flight characteristics of aircraft and which would normally require major repair or replacement of affected component.or (b) Ground Incident An occurrence other than an accident associated with ground handling which could affect safety of operations.

Ground Occurrence and Safety Reporting Process Upon becoming aware of any occurrence involving safety of operations, all ground personnel shall report immediately through the most expeditious means available to their superior. In case where operations handled by GHA, they shall report to NOK Representative. After such notification, Station Manager/Manager or NOK Representative shall complete a written downloadedreport by using Station Report Form (See Appendix B) and submit to [email protected]; [email protected]

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Ground Operations Manual Chapter 3 Safety and Security Management

Ground Safety Reporting Flowchart

Unsafe Conditions Reporter

Verbal Report / Station Reporter Report

Station Managerprinted / NOK 1. Submit to [email protected] Representative 2. Submit to [email protected] or

Register in Safety Ground Quality Safety Database and Security Assurance Director

SAG Safety Action Group Member

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Ground Operations Manual Chapter 3 Safety and Security Management

NOK Confidential Safety Reporting Programme Refer to Safety Management Manual (SMM) - Chapter 8 Section 8.9

Hazard Identification and Risk Management After receiving reports, Ground Quality Safety and Security Assurance Department shall perform hazard identification and risk management according to SMM Chapter 7.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 3-6

Ground Operations Manual Chapter 3 Safety and Security Management

3.3 EMERGENCY RESPONSE

Due to the variations in station personnel resources, the Ground Handling Agent arragements and responsibilities of local Authorities, Customer Service Department relys on Local Emergency & Accident Procedures (LEAP) to ensure that the emergency event is properly managed and timely handled.

Mandatory Functions To ensure that NOK Crisis Management policy is achieved, the mandatory functions must be set up at the emergency-affected stations. The following functions are mandatory and shall be established in theprinted Local Crisis: (a) Initiating Officer (INO) or (b) Local Crisis Manager (LCM) (c) Local Crisis Coordinator (LCC) (d) Welfare Coordinator (WEC) (e) Field Representative (FRE) (i) Each individual station can select to comply with Mandatory Functions or Recommended Functions, whichever suitable, according to Emergency Manual (EM) – Chapter 6, subsection 6.3.3. (ii) At abroad stations where ground handling performed by GHA, GHA perform emergency response according to their local procedures whilst Station Manager/NOK Representative acts as Local Crisis Managerdownloaded to coordinate and liaise with GHA and to report to NOK Crisis Manager. if Duties and Responsibilities (a) It is important that NOK ground personnel or appointed GHA are assigned to the functions, which will have to contact with authorities. (b) Delegated tasks within the Local Crisis Management Organization must also be made known to the station personnel by briefing, annual exercise and training. NOTE: In order to be familiar with local emergency management, each station shall at least perform annual exercise. The evidence proves or minutes of such exercise shall be submitted to Ground Quality Safety and Security Assurance Department for retention. Uncontrolled

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Ground Operations Manual Chapter 3 Safety and Security Management

Tasks (a) Initiating Officer (INO) To receive the first information of the emergency, dispatch the Initial Accident Message and alert the Local Crisis Management Organization, carry out other tasks on behalf of the Accident Coordinator until the latter function is operational. (b) Local Crisis Manager (LCM) To ensure that the entire Local Crisis Management Organization is operating effectively as soon as possible and as long as there is a requirement for its existence, after a local emergency situation has occurred. Whilst maintaining a dialogue with the local authorities and providing the mass media with factual information in accordanceprinted with NOK policy. The Local Crisis Manager will be reporting directly to Customer Service Vice President (OC) for all managerial tasks related to emergency management. or (c) Local Crisis Coordinator (LCC) To coordinate with Local Emergency & Accident Control Center (LEACC) activities and to secure internal communication and the dispatch of the emergency messages. (d) Welfare Coordinator (WEC) To coordinate with the activities of the Welfare Representatives and organize all logistic arrangements. (e) Field Representative (FRE) To act as liaison officer between the authorities and NOK LEACC and to protect NOK's interests at the accident site as a company representative. downloaded NOTE: For further information regarding LEAP, please refer Emergency Manual (EM)if – Chapter 6.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 3-8

Ground Operations Manual Chapter 4 Quality Management System

4 QUALITY MANAGEMENT SYSTEM (QMS)

4.1 QUALITY PHILOSOPHY

Quality management is a business philosophy refers to management methods used to enhance quality and productivity in business organizations that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. Quality management is only one of many acronyms used to label management systems that focus on quality. Quality management provides a framework for implementing effective quality and productivity initiatives that can increase the profitability and competitiveness of organizations. It also indicates that company processes should continually change to meet the needs of the market and the printedculture at large. or

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 4-1

Ground Operations Manual Chapter 4 Quality Management System

4.2 INTERNAL GROUND QUALITY SAFETY AND SECURITY AUDIT

(a) Ground Quality, Safety and Security Assurance Department (CQ) under OC approval will conduct internal audits in accordance with the Customer Services Department Internal Audit Checklists. These include station audit, ground handling agent audit, external service provider audit and cargo operation audit which will be conducted at least once in every 12-month timeframe. The audit findings will be evaluated and if there are findings or recommendations, CQ will coordinate with Station Managers, GHA and external service providers for corrective and preventive actions. Further audits on the stations will be considered should the Ground Quality, Safety and Security Assurance Department Team deems it necessary to ensure that the corrective and preventive actions are implemented effectively.printed (b) All new stations will be audited and reviewed within 6 months after the station’s inaugural flight. This will be the new station’s first audit and review. or (c) Audits and reviews will then be conducted once a year, following the station’s first audit and review. (d) Stations will be notified by Ground Quality, Safety and Security Assurance Department on the audit and review date in advance. (e) Audits and reviews will cover ground operations, quality, safety and security concerns.

Designation /Qualification of Auditor It is the responsibility of Vice President, Customer Services Department (OC) to designate an appropriatedownloaded and qualified person to be an auditor. Each auditor shall complete the internal audit or equilavent course. if Audit Checklists Used for Internal Audit and Review To ensure consistency and completeness in carrying out the audit tasks for Ground Quality, Safety and Security Assurance Department (CQ), “The Customer Services Department Internal Audit Checklist” is designed for this purpose. All necessary details for auditing and oversight activities are ageed upon by auditor team upon the approval of OC. The checklist must be developed to ensure a complete assessment of management requirements and to comply with the Authority requirements.

(a) Customer Services Department Internal Audit Checklist refers Appendix F

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Ground Operations Manual Chapter 4 Quality Management System

Auditing Process

Auditors prepare for audit according to approved plan

Auditors conduct audit and note findings with supporting evidence

CQ assemble report and printed initiate CAR or CQ report finding(s) to OC

CQ submit the report of finding(s) to Station Managers, GHA and External Service Provider

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CQ verify, follow up

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OC review Escalate

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Ground Operations Manual Chapter 4 Quality Management System

Finding Notice (Corrective Action Request) (a) A Corrective Action Request (CAR) form will be issued to stations after the audit and review. There will be two (2) levels of findings, namely “Non-Conformity” and “Observation”. (b) A Non-conformity finding relates to non-compliance with NOK’s processes and procedures (either through lack of documentation or implementation), which if not rectified, may impact the safe operations of the aircraft and affect the airworthiness of the aircraft. (i) Non-conformity finding requires the auditees to take corrective action, with a Corrective Action Plan and a Corrective Action Close Out within a stipulated time from the issuance of the CAR as specified below: printed

Category Finding Correctiveor Action 1 A non-conformance that poses Immediate rectification a threat to airworthiness; within agreed time period, authority approval and not exceeding 15 days. mandatory or safety issues.

2 A non-conformance with Corrective action within approved procedures, agreed time period, not requirements or quality exceeding 60 days. standards. 3 A non-conformance with Corrective action is documented procedures or required within 120 days. process, which is not directly related to safetydownloaded and quality.

Note: The finding(s)if of which verified as Category 1 shall be immediately reported to OC. OC shall report the matters to PV with preliminary action being taken. In the event that further solution(s) is required, OC shall escalate the matters to PV for management review and support. (c) Refer to Appendix F for the Corrective Action Request (CAR) form

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 4-4

Ground Operations Manual Chapter 4 Quality Management System

4.3 RECORDS MANAGEMENT AND CONTROL FOR GROUND HANDLING

Responsibilities (a) All person in-charge assigned responsibilities to retain records shall preserve: (i) All records in a secured location protected from damaging; (ii) Hard-copy records in a legible and easily retrievable manner; and (iii) Electronic files with backup copies stored at a different location. (b) The Quality Safety and Security Director shall conduct periodic sampling inspections of records in storage to ensure that theyprinted are complete, legible, categorized, retained as required, and secured. (c) It is the responsibility of the person in charge to periodicallyor clear records that have passed their retention period and destroy them by shredding.

Filing of Records (a) Records shall be categorized by document title and arranged in chronological or sequential orders within the group, for systematic filing and easy retrieval. (b) Training records are to be kept in the personnel files at the Ground Customer Services Training and Development Department (CT).

Storage of Record downloaded Records shall be stored in a secured location protected from theft and damaging elements,if such as fire, direct sun light or high temperature. Electronic files, if kept shall have backup files stored at a separate location.

Copying All records are proprietary and confidential. No person is allowed to make copy of any record or disclose its content to any parties unless authorized by the Head of Each Function concerned in writing. No person is allowed to take any original record out of its storage location. Once the copy had been made, the original copy shall immediately return to the same location where it was taken.

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Ground Operations Manual Chapter 4 Quality Management System

Back-up of Electronic Records (a) In case records are kept electronically, the electronic files shall be backed up on a routine schedule to ensure that the records are never lost. (b) When paper records are scanned into electronic files, such files shall be downloaded, at a minimum, weekly into backup CDs. It is the responsibility of the Manager concerned to retain these backup CDs in the same manner as paper records but store the CDs at a location different from the paper records.

Document Storage Period (a) The Document Storage is as follows; printed (i) 6 Month Period or Document Retained by Time to be kept All company Messages send/receive in Station Manager 6 months connection with each flight General Declaration (IN/OUT) Station Manager 6 months ICAO Passenger Manifest (IN/OUT) Station Manager 6 months Cargo Manifest Station Manager 6 months Loading Instruction Station Manager 6 months Load sheet and Load Message Station Manager 6 months Balance Table Station Manager 6 months Fuelling Order downloadedStation Manager 6 months A copy of Aircraft ifLog Station Manager 6 months Equipment in Compartment Station Manager 6 months Standard Medical Information Form for Air Station Manager 6 months Travel (MEDIF) Certificate for Transportation of Animals Station Manager 6 months Special Passenger Messages Station Manager 6 months Special Load - Notification to Captain Station Manager 6 months (NOTOC) Monthly Baggage Irregularity Report Station Manager 6 months Company Flight Plan Station Manager 6 months Ramp Safety Check List Station Manager 6 months UncontrolledRM Check List Station Manager 6 months Other related flight documents Station Manager 6 months

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Ground Operations Manual Chapter 4 Quality Management System

(ii) 1 Year Period

Document Retained by Time to be kept Ground Handling Service Note Station Manager 1 year Summary Ground Handling Service Station Manager 1 year Report Station Report Station Manager 1 year Monthly Station Report Station Manager 1 year Tracer Messages, reports and correspondence for tracing initiated by Station Manager 1 year own station printed Sale Report Station Manager 1 year Passenger Flight Claim Form Station Manager or1 year Passenger Baggage Claim Form Station Manager 1 year Station De-icing/Anti-icing Record 1 year Manager/Representative

(iii) 3 Years Period or More

Document Retained by Time to be kept Internal Correspondence Station Manager 3 years Duty Daily Roster Station Manager 3 years Ground Quality Safety and Minutes of Emergency Exercise 3 years downloadedSecurity Department Ground Quality Safety and Ground Safety Reportif 5 years Security Department Ground Customer During Training Record Services Training & employment Development Department period

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 4-7

Ground Operations Manual Chapter 4 Quality Management System

4.4 SELECTION OF GROUND HANDLING AGENT At some stations, it may be necessary for NOK to appoint a Ground Handling Agent (GHA) to handle the flights. The Customer Services Vice President will be responsible in selection of the ground handling companies under Management Committee approval. A Ground Handing Agreement will be signed between NOK and the GHA. When entering into a new or renewing a ground handling contract, it will be done on the basis of prevalent version of the IATA Standard Ground Handling Agreement (SGHA), main agreement and annex B. Nok Air Station Manager or Representative appointed/positioned at stations where NOK has a Ground Handling Agent is responsible for the overall ground handling operations. printed The Station Manager or Representative will oversee the entire ground handling operations performed by the ground handling agent to ensure they are conducted in conformity with our policies and procedures,or Service Level agreements (if any), as well as applicable regulatory requirements.

Training (a) NOK’s appointed GHA at all stations will be initially briefed and trained to ensure required operations are achieved and good passenger services are maintained. The 1-day briefing and training include NOK Corporate Quality, Safety and Security Policy, NOK commercial policy on provided products and services, terms and conditions, and work processes and procedures according to Ground Operations Manual. Load Control Procedure (LCP) training is also required for those GHA who perform loadsheet calculation. Practically, NOK will select the company of which their services fit NOK operating aircraft types. In this case, GHA shalldownloaded have their own licenses or certifications suitable for such operating aircrafts to perform load control as well. However, NOK by qualifiedif personnel will conduct either briefing or training for 1 day to instruct GHA pertaining to NOK Load Control Procedure and verify them. If all criteria are met, the certification will be given to those successful GHA and they are able to perform loadsheet themselves. (b) GHA assigned to perform ground handling duties in airside operations including the operation of ground support equipment are to have completed initial airside safety training and be subject to recurrent training managed by GHA under NOK acceptance. Initial training shall be completed prior to any job assignment and this shall be strictly complied by all GHA. (c) Training is a continual process. Besides the initial training provided to a new GHA to a position, recurrent training should be provided by GHA to refresh and update GHA on operational matters. Such Uncontrolledrecurrent training should be repeated as appropriate with the exception of the IATA Dangerous Goods Regulations where recurrent training is required every 24 months and for Safety Management System and Aviation Security Awareness are required every 36

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Ground Operations Manual Chapter 4 Quality Management System

months. GHA must pass the training programme conducted by their organizations and shall advise such training completion to NOK. (d) GHA have to maintain records of all training for personnel attending to NOK’s operations. GHA have to ensure prompt attendance for recurrent training or briefing. All GHA personnel are required to comply with directives for operational efficiency. (e) Specific training must also be conducted by GHA for their staff pertaining to all the above topics which are subjected to audit checks by NOK. (f) Changes to key procedures will be documented through the issuance of Customer Service Bulletin (CSB). (g) It is compulsory for GHA to hold current copies of the followingprinted manuals; (i) Ground Operations Manual (GOM) or (ii) Load Control Procedures (LCP) (iii) Cargo Operations Manual (COM)

Station Performance (a) The ongoing performance, monitoring and guidance of the GHA are managed by the Station Managers or Representatives through reporting to the Ground Services Department. Operationally, NOK maintains communications with Station Managers or Representatives and its GHA by way of phone and emails. (b) With respect to service performance, NOK maintains oversight of the stations’ service performance through the ground services post flight reports to NOK’s Grounddownloaded Services Department following every flight. (c) These reports will then be compiled weekly or monthly and submitted in addition toif the routine post flight messages and to provide information on load, chronology of handling events, service punctuality as well as any noteworthy events or flight discrepancies. In addition, we also track the handlers’ service performance on a flight-to-flight basis through the Captain’s and Cabin Crew’s Voyage Reports (VR), which flow through to our Ground Services Department for appropriate follow-up actions.

Ground Handler’s Functions (a) The GHA is to provide the following functions: (i) Passenger and Baggage Services (ii) Apron and Ramp Services (Loading and Unloading) Uncontrolled(iii) Technical Ramp Services (iv) Communication to Passengers (v) Flight Operations

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Ground Operations Manual Chapter 4 Quality Management System

(vi) Cargo and Mail Services (coordination with the appointed warehousing GHA if it is a different organization) (vii) Safety and Security (viii) Crew facilitation at overseas station (liaising with Hotel & Transportation provider at the respective station) (ix) Emergency and Incident Response Management (b) The services may differ in scope and services depending on specific stations and the exact provision of services will be stated in the individual contracts between NOK and the GHA. (c) NOK’s handling processes and procedures are documented in GOM. (d) GHA handling NOK flights have to be sufficiently proficient printed in the English language to carry out their respective job functions. (e) The GHA will act in accordance to NOK’s commercial policies that are documented in GOM and Terms and Conditions. or

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

5 PASSENGER HANDLING PROCEDURES

5.1 AIRPORT SALES COUNTER GA/GHA shall ensure Dangerous Goods notifications are prominently displayed. Sales Function NOK has 4 categories of sales function over the service counter: (a) Make New Booking (Sky speed system) Airport sales counter is another channel available to make new booking. The payment methods at the airports are both credit card and cash. New Booking shall be made by the time check-in counterprinted closes. (b) Manage Booking or (i) Flight Change Nok Eco: The flight change must be made at least 24 hours prior to the original departure time. Passenger making such change will be subject to change fee plus the difference of the fare between the moment of booking and the moment of change (if any). The payment according to this channel dues immediately at change; provided that the payment may be made either by cash or credit card. Nok Flexi: The flight change must be made at least 3 hours prior to the original departure time. The change will be made free of charge and with unlimited number of flight change allowance for 90 days from the booking date. In case of passengersdownloaded want to change after 90 days from the first booking date, making such change will be subject to change fee plus the differenceif of the fare between the moment of new booking and the moment last previous flight and the new flight (if any) The payment according to this channel dues immediately at change, and must be made by credit card or cash. (ii) Name Change Nok Eco: The name change must be made at least 4 hours prior to the departure time. Passenger making such change will be subject to change fee. The payment according to this channel dues immediately at change; provided that the payment may be made either by cash or credit card. Nok Flexi: The name change must be made at least 4 hours prior to the departure time. Passenger making such change will be subject to change fee. The payment according to this Uncontrolledchannel dues immediately at change; provided that the payment may be made either by cash or credit card. (iii) Destination Change

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

Destination is not allowed to be changed. (c) Add-Ons (i) Nok Premium (Available only for Boeing 737-800) Fly with extra comfort and convenience by choosing Nok Premium Seat with extra-large legroom. Only a small fee comes with extra benefits including;  Priority Check-in  Priority Boarding  Priority Baggage Seats from row numbers 30 to 35 (Seats 30A, 30B, 30C available for on board purchasing only) printed Emergency Exit Seats (To ensure cabin safety, Passengers seated in emergency exit rows (44-45) must meetor the requirements (refer to 5.2.1 (a). (ii) Nok Baggage  Nok Baggage can be purchased while booking a ticket.  To buy more options, this can only be purchased after booking has been done.  More than 1 package from the offered selections can be purchased with the maximum allowance of 40 kg per person per flight.  For any booking made at an airport counter, the payment shall be available only for credit card or cash.  Paymentdownloaded is strictly non-refundable and non-transferable. (iii) Nok Fan Club  Nokif Fan Club is designed for Passengers who love travelling. The goal is to add a smile to all its members through special privileges and benefits of the project (check out www.nokfanclub.com for more details). The current project has two levels.  Nok Smile (Available for all interested Passengers to apply)  Nok Smile Plus (Available only for upgraded Nok Smile members)  Nok Smile can be applied at Airport Sales counters or via website www.nokfanclub.com (d) Excess Baggage and Special Items Uncontrolled(i) Baggage Passengers are not entitled to transport baggage in excess of the free baggage allowance. Any Passenger travelling with

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

excess baggage, extra charge shall apply according to weight exceeded. (ii) Special Items Surcharge is applied to baggage requiring special handling or special care such as archery equipment, surfboard, bicycle, fishing equipment, etc. (Refer to GOM 6.2.3) Note: NOK also offers various booking channels and options to smooth Passenger’s travel planning. Passengers can book online - pay online via credit card or book online - pay offline or even book offline and pay in cash at Counter Service (7-11). The payment channels may vary according to commercial strategy. More information or update can be found on website.printed Note: (a) Counter Service at 7-11 is applicable only in Thailand. or (b) Payment terms and conditions (exclude Credit card): (i) Advance booking equal or more than 7 days before departure, pay within 24 hrs (ii) Advance booking between 4 - 6 days before departure, pay within 12 hrs (iii) Advance booking between 1 - 3 days before departure, pay within 3 hrs

Payment Receipt (a) Printed Receipt Receipt is regularly printed from Point of Sales (POS) system as NOK uses POS for the paymentdownloaded system. The printed receiptif is catagorised into 2 types: (i) Receipt/Tax Invoice (ABB) This type of receipt is printed out once booking is complete and fully paid which indicates the followings but not limited to:  Branch of Issue  Company Tax ID  Document No./Date of Issue  Pay Code  Booking Number/PNR  Passenger Name  Flight Number/Date/Time Uncontrolled Airfare and Other Fee  Payment Type  Cashier Code/Name

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

 Brief Conditions There is only one original receipt of which to be given to the Passenger as a reference.

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Figure: Sample of Receipt/Tax Invoice (ABB) (ii) Receipt/Tax Invoice This receipt is the official one for those passengers who require the reimburstment of the fare paid from their company. The details contained in Full Tax Invoice Receipt are the same as those appeared in Reciept/Tax Inv (ABB) and shall includes:  Received from  Officially Registered Company Name and Address  Specified Branch  Tax ID of the applicable company Uncontrolled Ref. Tax Inv (ABB)

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(b) Manual Receipt (i) In case of payment system failure, Manual Receipt shall be issued instead of the printed one. (ii) An official receipt shall be issued for all of NOK’s revenue collected over the sales counter. (iii) Each payment receipt consists of three (3) copies and should only be used for one PNR. The distribution of the copies are as follows:  White copy is to be given to Passenger. Uncontrolled Blue copy is to be sent to Accounting Department.  Yellow copy is to be retained by the Sales Staff.

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 All payment receipts are controlled items and have to be properly accounted (i.e. either issued to Passenger or being voided). The following shall be done:  The receipt booklet and receipts are to be issued in running sequential numbers.

Note: Stations are to ensure that there is a minimum stock of 3 manual receipt books held at each station at all times. Requests for receipt books are to be raised to Finance Department.

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5.2 PRE-FLIGHT HANDLING

Introduction (a) Pre-flight preparation must be done by stations before counters are open to accept Passengers for check-in. (b) This chapter details requirements for pre-flight preparation for both online and offline stations.

Online Station (NOK DCS Station/NDD) (a) Flight is automatically created in the NOK Departure Control System (NDD) for flight editing. The PNL will be transmitted into the system 24 hours prior to STD and ADL will be updated every 15 minutes.printed (b) Supervisors is responsible for ensuring that Manual Handling Kits are complete and available for use at all times, in the eventor of a system outage.

Offline Station (Local DCS Station) (a) Offline station using local DCS will receive PNL into their local DCS. PNL and ADL will be forwarded to the stations automatically by the system, the submitting time is set according to local requirements.

Guideline for Passenger Pre-Flight Preparation (a) Review the booking status. (b) Confirm the PNL and ADL were properly transmitted and match the booking status. downloaded (c) Block seats for crew (if advised), weight and balance, and if seats are unserviceable.if (d) Confirm the seating plan is set according to the actual aircraft type and version. (e) Review the flight remarks, if applicable. (f) Check the passenger list for special handling passengers (e.g. WCHR, etc.) and pre-assign seats

Flight Editing (a) Flight Editing shall be done by Flight Supervisor or Ramp Master at least 30 minutes before check-in opens. (b) Input flight details; Uncontrolled(i) Select if Domestic or International Flight (ii) Flight number (iii) Aircraft type

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(iv) Aircraft registration (v) Routing (vi) Schedule Time of Departure (STD) (vii) Schedule Time of Arrival (STA) (viii) Bording time (ix) Flight Status turned to “Open” mode (x) Parking bay and boarding gate number

Seat Assignment Passenger Seat Allocation/Restrictions GA/GHA are primarily responsible for seat allocation and shall makeprinted every effort to meet the requirements at check-in. Passengers occupying emergency exit row seating shall be orable-bodied. (a) Exit seats must not be assigned to the following categories of Passengers; (i) Passengers traveling with children/ infants (ii) Passengers who are obviously pregnant (iii) Suddenly ill Passenger (iv) Passengers with Reduced Mobility (PRM) (v) Young Passenger (YP) less than 16 years old (vi) Elderly Passengers (vii) Buddhist monks/Novices (viii) Passengers travelingdownloaded with service animals (ix) Deportees/Inadmissibleif Passengers (x) Obese Passengers (xi) Unruly Passenger (xii) First time travelers (xiii) Passenger with medical problems (e.g. Requiring extra oxygen) (xiv) The person lacks the ability to read understand instruction related to emergency evacuation in printed or graphic form or the ability to understand oral crew commands. Note: Emergency Exit Seats by Aircraft Type

30ABC** B737-800 Uncontrolled 44ABC/HJK, 45ABC/HJK Q400 30CD, 31AB ATR 1AB/DE

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Note: **Seats 30ABC will not be counted as Emergency Exit where there is partition in front. (b) Admission to Flight Crew Compartment Persons other than flight crew of the actual flight shall not normally be allowed to enter in the flight without prior permission of the P-i-C who has the sole authority to decide if such an arrangement is convenient. Although the flight deck shall not be accessible to the public, the following persons may apply for permission to visit and/or to travel in the flight deck even without cabin seat available. (i) CAAT inspectors and Company’s line inspectors who are on official duty should be admitted to the flight deck whenever they ask for. printed (ii) Company’s crew member. (iii) Other company personnel who are concerned with operations and safety of flight. or (iv) Company’s executive officer(s) (v) Other personnel who have special permission (in writing) from Chief Operating Officer (PO). (vi) Any other passengers as deemed by the P-i-C to have commercial value to the Company. The Pilot-in-Command shall ensure that: (i) in the interest of safety, admission into the flight deck does not cause distraction and/or interfere with the night operation and (ii) all persons carried on the flight deck are briefed and made familiar with the relevant safety and security procedures. The final deceision regarding the admission to the flight deck shall be the responsibility ofdownloaded the P-i-C. (c) Use of Vacantif Crew Seats NOK shall not permit a cabin crew seat to be occupied by a person other than a crew member except: (i) the number of cabin crew manning emergency exits falls below the minimum cabin crew complement during flight due to unexpected crew incapacitation or (ii) during a declared emergency where the person is an able- bodied person displaced from a passenger seat to a cabin crew seat in order to enhance evacuation management. This person must be briefed on the necessary safety procedures, including activation of the exit door, etc., before being permitted to occupy a cabin crew seat and to assist in evacuation management.

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Seat Control (a) Supervisor/Ramp master shall be the one to be responsible for seat control. (b) Pre-seat assignment shall be done 1 hour before check-in counter opens. (c) Flight supervisor checks SSR in Navitaire system for special services request. (d) Flight supervisor prepares seating for families traveling with infants or children and families travelling with members more than 3 people as per NOK policy. (e) Ramp master applies Estimated Zero Fuel Weight to Flight Operations. printed

Flight Briefing or The Supervisors shall brief the GA/GHA at the beginning of the shift regarding any special handling instructions that requires action. The briefing also includes: (a) Flight schedule (b) Service quality alert (c) Safety and security awareness (d) Attention to new procedures (e) Staff groomning check

Stationery downloaded (a) Check-in stationery GA/GHA shallif be at check-in counter at least 15 minutes prior to check-in counter opening, including transit/transfer counters where applicable, for the below reasons; (i) Ensure adequate stock of flight stationery  Boarding passes,  Baggage Tag,  Limited Release Tag,  Priority Tag,  Fragile Tag  Heavy Tag Uncontrolled(ii) Manual Kit Box (iii) Other stationery that may be required. (b) Customs, Immigration, Quarantine (CIQ) or other forms required by local Authority for international flight handling.

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Dangerous Goods Information and Notice (a) Ensure Dangerous Goods notices are available and prominently displayed at ticket booth, check-in counters and boarding gate. (b) Ensure that the Table of Provision for Dangerous Goods Carried by Passengers and Crew on Nok Air and the list of hidden dangerous goods (See Appendix D) are available for staff use and reference at ticket booth, check-in counters and boarding gate.

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5.3 CHECK-IN

Check-in Channels NOK provides a variety of check-in options to make any trip of Passengers become a seamless travelling experience. Check-in channels are available as per the following;

Airport Check-in Mobile Check-in Web Check-in

Recommend Those who travel Those who wish to Those who wish save for with kids or travel to save time at airport, time at airport,skip the international skip the queues, and queues, and walk destination walk straight to straight to the gateprinted the gate

Availability Domestic Flight: Domestic Flight: Domestic orFlight: before flight - Open 2 hour - Open 24 hour - Open 24 hour - Close 45 minute - Close 45 minute - Close 1 hour prior to the departure prior to the departure prior to the departure

International Flight: International Flight: International Flight: - Open 3 hour Not available Not available - Close 1 hour prior to the departure

(Applicable for DMK only. Other International Stations, see details in (a) Airport Check- in) downloaded Loaded Load at check-in baggage counter if Load at “Mobile/Web Check-in” counter Advance seat Not applicable Available at check-in Available before selection screen and between check-in How to get At check-in counter In “My Bookings” Print from website boarding pass screen Passenger ready at the 40 minutes prior to the departure gate for boarding Boarding gate closes 10 minutes prior to the departure How to use All Airports where Download Go to“Web Check-in” NOK operates application and go page to “Check-in” Uncontrolled

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Not applicable  Pregnant Passengers for  Passengers travelling with infants  Physically Challenged Passenger and those with special needs  More than 9 guests travelling in one booking number

(a) Airport check-in (i) Domestic Flights  Check-in counter opens 2 hours prior to the departure and Check-in counter closes 45 minutes prior to the departure. printed  Passenger should be at the gate 40 minutes prior to the departure for boarding. Boarding gate closesor 10 minutes prior to the departure. (ii) International Flights  Online Station (NOK DCS Station/NDD) Check-in counter opens 3 hours prior to the departure and closes 1 hour prior to the departure.  Offline Station (Local DCS Station) Check-in counter opens and closes according to local requirements and stations shall ensure that fligts depart on time. (b) Web check-in Check-in is availabledownloaded between 24 hours and 1 hour prior to scheduled departure time. Web check in service can be processed 30 minutes after you haveif completely made your reservation. The service is not available for Passengers with special requests or needs (i.e. elderly Passengers who need wheelchairs, pregnant women, Passengers with newborn child, kids traveling alone, sick or handicapped passengers, or monks). (c) Application on mobile check-in Mobile Check-in service is available from 24 hours up to 45 minutes prior to the scheduled departure time. NOK application is available for iPhone, iPod touch, iPad, BlackBerry and Android. Passengers also can connect to NOK mobile website (m.nokair.com) to Check-in from any other compatible mobile devices.

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Check-in Counter Requirements Prior to opening the check-in counters, GA/GHA shall; (a) Start and test equipment (computer, printers etc.). (b) Ensure scales are functioning. (c) Ensure NOK check-in signages are displayed. (d) Ensure Dangerous Goods notifications are prominently displayed at the check-in area as well as ticket booths, baggage drop-off areas. (e) Prepare check-in queues, stanchions and hand carry test unit. (f) Prepare a separate check-in counter for Priority, if applicable. printed Check-in Deadline (a) Check-in counters are open three (3) hours before the scheduled flight departure time for International flights and two (2) hoursor before the scheduled flight departure time for Domestic flights. (b) The counters close sixty (60) minutes before the scheduled flight departure time for International flights and forty-five (45) minutes before the scheduled flight departure time for Domestic flights. (c) Check-in deadlines may vary at different airports and for particular flights. Passengers are to ensure that they comply with these deadlines particulars of which will be available at the time they make thier booking. In any event, without derogating from the generality of other provisions of NOK Terms & Conditions governing the right of refusal of carriage, NOK reserve the right not to allow Passengers to check in without any liability to you and without having to refund to Passengers any faredownloaded paid. (d) Last minute acceptance depends on judgement of Supervisor respecting applicableif Passenger rights and on-time departure requirements.

Check-in Process (a) GA/GHA shall greet the Passengers with a smile and eye contact (Good Morning / Good Afternoon /Good Evening) in a warm, friendly and professional manner and assess passengers before acceptance if they fit to fly. (b) GA/GHA shall confirm that the Passengers are travelling to the desired destination as reserved. (i) Ensure relevant travel documents and check validity including facial identification for all travelling Passengers. This Uncontrolledidentification is essential and mandatory. (c) GA/GHA shall sight all hand carry to ensure that it meets the company standards for weight and size (refer to GOM 6.2.2) and inform the Passengers that the hand carry must not contain any restricted items

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or dangerous goods by referring to Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK AIR (See Appendix D). If there is any kind of said items, it needs to be removed. (d) GA/GHA shall ask the Passengers if they have any checked baggage. For checked baggage acceptance, follow the below steps; (i) Weigh all the checked baggage and ensure its weight allowanace according to GOM 6.2.2. (ii) Charge excess baggage if the passenger's free baggage allowance is exceeded. (iii) Remove all old tags. (iv) Ensure that the maximum weight of checked baggage is not exceeded 30 kg per piece. printed (v) Ensure that there is the Airport Security Sticker affixed to the checked baggage, where applicable. or (vi) Ensure any fragile or bulky items are identified and Limited Release tags are completed with the passenger’s signature. (vii) Ensure the printed baggage tags are correctly affixed to the passenger’s checked baggage. (e) GA/GHA should randomly ask Security Questions (in accordance with local regulations and based on level of threat announced, referred to SEM) and arrange to have baggage security screened: (i) Does this baggage belong to you? (ii) Does the content in the baggage belong to you? (iii) Did you pack these baggage by yourself? (iv) Is the baggagedownloaded with you at all time? (v) Did you ifkeep anything belong to other person in this baggage? Note: Any checked baggage with broken security screen shall be taken for an x-ray before check-in acceptance. (f) In the event that hand carry are required to be checked-in or loaded in the cargo hold at aircraft or gate, both GA/GHA staff and cabin crew must remind Passengers to remove all spare lithium batteries and all Portable Electronic Devices (which includes e-cigarettes) that are equipped with lithium batteries from their hand carry. (g) GA/GHA shall ask the Passengers if they are carrying any Dangerous Goods in his or her baggage: (i) Refer to GOM Chapter 6 (6.7) for Dangerous Goods Handling. (h) GA/GHA shall retrieve passenger’s information in the check-in system and perform as follows: Uncontrolled(i) Ask if Passengers have chosen seat when making reservation, if not yet pre-allocated, determine seating preference and

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ensure the seat assignment allocation/restrictions according to paragraph 5.2.6 are strictly followed. (ii) Enter correct number of baggage and baggage weight into the check-in system. (i) Return all documents to the Passengers including boarding pass; (i) Confirm passenger’s name, destination, boarding gate, boarding time and number of checked baggage; (ii) Inform Passengers that the boarding gate will be closing 10 minutes prior departure time; (iii) Advise connecting flights Passengers who have separate booking to collect bags and re-check for next flight, if any.printed (j) Bid farewell to Passengers: (i) Thank you for flying with Nok Air and have a pleasantor flight. (ii) Ensure Passengers is aware of delays or changes to schedules if any. (iii) Send baggage down baggage conveyor belt. Note: (i) Disabled Passengers e.g. Passengers with reduced mobility shall be provided seats or if requested while waiting for check- in. (ii) In the event that there is a go-show passenger with reduced mobility, GA/GHA shall provide appropriate seats according to current availibities and inform the Passenger of the seat being assigned. downloaded Baggage Drop-Offif Passengers who have used Mobile Check-in and Web Check-in may drop their checked baggage at a baggage drop-off counter before check-in closes. GA/GHA shall; (a) Review the boarding pass and pull up the Passenger data in the check-in system. (b) Verify identity and travel document, assess carry-on baggage, and accept checked baggage. (c) Add baggage information and any SSR’s to NDD if required and apply any related fees if any.

Travel Documents and Verifications Uncontrolled(a) GA/GHA checks the validity of the ticket with regard to the itinerary, flight, date, carrier, reservation status and restrictions. (b) GA/GHA checks the ticket for the final destination and confirms this with Passengers.

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(c) GA/GHA verify the Passenger’s identity against the travel document presented, including review of date of birth, expiry status of document, a visual comparison of the photo to the Passenger, and ensure the name on the travel document matches the booked name. (i) Domestic Flight  ID Card  Valid passport  Driving License  Birth Certificate  Other government-issued cards The original travel document is required. However, in theprinted event of the original one could not be provided, the certification from an authorized personnel i.e. police shall be issued and referred. or (ii) International Flight  Valid Passport  Visa  Other Travel Document that may be required by the country of Passenger’s destination (d) GA/GHA locates the Passenger in the NDD/local DCS and reviews any special remarks. (e) GA/GHA checks travel documents for destination and/or transit requirements. (f) GA/GHA checks TIM (Travel Information Manual) for passport and visa requirementsdownloaded for the country of destination and any transit countries for theif nationality of that passenger. (g) GA/GHA checks validity of passport and genuineness. Some countries specify a minimum validity of the passport, which becomes effective from the date of entry into that country. Some countries allow residents to return home even on a recently expired passport. (h) If a visa is required, GA/GHA checks the validity period of the visa for entry, not for period of stay and for transit visas, also check that the onward flight(s) are within the validity period. (i) In some cases, there are conditions applicable to using a visa. Examples of such conditions may be: the holder must exit from the same country of entry each time in order to use a multiple entry visa. Or, the holder must have a minimum of two months between visits. Or, the holder must enter via a certain airport only. Uncontrolled(j) In some cases, a visa is required, but may be applied for and issued on arrival. In such cases, there are usually restrictions on the visa type, the period of stay, the airports where this facility is available and

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the proof of sufficient funds. Note that in such cases, a visa can still be refused to the applicant on arrival, though this is very rare. (k) GA/GHA checks the visa for genuineness and to see that it is not tampered with. (l) If a passenger, who requires a visa, does not have a valid visa, the passenger must not be accepted for travel.

Boarding Pass (a) The functions of the boarding pass are: (i) As confirmed information to passengers of their flight, gate number, boarding time and number of checked baggage with tag reference; printed (ii) As a security document to access the departure area and board the aircraft; or (iii) As a verification document for cabin crew to inspect during passenger embarkation and for head-count process, if required. NOTE: (i) A wrongly printed boarding pass may result in the passengers turning up at the wrong gate or missing the flight. (ii) All passengers including an infant must hold individual boarding pass.

(b) Boarding Pass with Connecting Flight (i) To facilitate Passengers arriving on NOK flights with onward flight connectionsdownloaded in the same itinerary (ii) Passengers using this service need not to clear through Immigration,if Customs and Quarantine (CIQ); nor need to collect their baggage for check-in again. NOTE: See Boarding Pass Picture in Appendix E

Last Minute Change (LMC) Late Reporting Passengers or Last Minute Changes (LMC) (a) After counter closes, further acceptance of Passengers is at the discretion of NOK. Such an acceptance should not affect the flight’s safety, security, punctuality and would involve LMC in the Load Sheet. Therefore, Ramp Master in charge shall be consulted before accepting LMC. (b) It is important to consider the circumstances of each case before Uncontrolleddeciding to accept LMC. Acceptance or non-acceptance in such instances should not delay the flight. The following points should be considered when accepting LMC:

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Late Check-in of Large Group: (i) When a large group of Passengers report late for check-in after flight-close, and it is commercially viable to accept them without infringing operational and safety considerations, the flight should be re-opened, instead of accepting customers on a LMC basis. (ii) GA/GHA coordinate with Ramp master before accepting.

(c) LMC – Offloading: (i) Passengers checked-in but offloaded from the flight at the last minute, either voluntarily or because of a failure to turn up for boarding, shall also cause a LMC on the Load Sheet. printed (ii) Once the decision to offload Passengers has been made. (iii) Provide the operating Captain with the particulars of the Passengers, such as whether the Passengers haveor checked baggage. (iv) Inform documentation staff to make appropriate cancellations on relevant documents such as the Passengers manifest and load sheet. (v) Inform down line stations to make amendments to flight documents, if necessary. (vi) Offload Passenger’s checked baggage and present the offloaded bags to Captain.

Fly‘n’Ride / Fly‘n’Ferry / Airport to Town (a) Fly’n’Ride downloaded Fly’n’Ride is a special service providing transportation from Airport to destination whereif no NOK flight available at or no airport. (b) Fly’n’Ferry Fly’n’Ferry is a special service providing transportation from Airport to Ferry Pier for Passengers who have to embark Ferry to an island. (c) Airport-to-Town Airport-to-Town is a special service providing transportation from Airport to town.

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5.4 BOARDING PROCEDURES Passengers shall present at the boarding gate at least 20 minutes for domestic flight and 40 minutes for international flight before the STD. The boarding gate closes 10 minutes prior to departure and Passenger who arrives late at the boarding gate shall not be accepted for travel. Their bags shall be offloaded and they shall not be eligible for any form of compensation or refund. Passenger shall be advised to make a new booking for the next available flight at their own cost.

General procedures GA/GHA are to note the following general boarding procedures: (a) GA/GHA shall be at the boarding gate at least 10 minutes before boarding time and shall: printed (i) Check that the boarding facalities and gate monitors are displaying flight information. or (ii) Ensure Dangerous Goods and Prohibited Articles notices are displayed at the boarding gate. (iii) Secure and mark off the route to the aircraft for jet bridge boarding. (b) Obtain clearance for boarding from the ramp master. (c) Pre-boarding announcement shall be made 5 minutes before boarding time. (i) Boarding announcement shall be audible, distinct, pleasant and courteous, using NOK boarding announcement text which is provided in Appendix C. (d) GA/GHA shall reminddownloaded Passenger to get their boarding passes ready for easy verification by the cabin crew. (e) Passengers travellingif with small children, Buddist monks, disabled passenger and Passengers requiring special assistance, etc shall be prioritized for boarding or by passenger’s requirements. (f) Boarding announcement shall be made prior to STD as follows: (i) 20 minutes for domestic flight (ii) 40 minutes for international flight (g) GA/GHA check the name on the Passenger identity document with the one on boarding pass, and visually match Passenger with photograph. (h) Check the flight number and date on the boarding pass. (i) GA/GHA shall sight all hand carry to ensure that it meets the company standards for weight and size (refer to GOM 6.2.2). If the size exceeds Uncontrolledstandard, apply “Gate Intercepted Baggage” procedure (See 6.3.3). (j) Confirm each Passenger’s boarding acceptance in the NDD/local DCS or BOCO chart for manual boarding where necessary.

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(k) Retain the smaller portion of the Passenger’s boarding pass and return bigger portion to Passengers. (l) GA/GHA shall inform Passengers that no food and beverage is allowed to carry onboard. (m) Secure the flight by matching the checked-in Passengers to the boarded Passengers. (n) Final call announcement should be made at minus 15 minutes to STD. (o) GA/GHA advise ramp master and/or load controller of the gate baggage to be loaded, if any. (p) After Boarding completed, GA/GHA shall confirm final numbers of Passenger count to Ramp Master and cabin crew and submit documents onboard e.g. Passenger Manifest (PM), Passengerprinted Information List (PIL) to Cabin Leader (CL). or Discrepancy of Headcount at Boarding Gate The following procedure is employed when there is a discrepancy between the gate boarding system's Passenger count and the number of boarding stubs counted. The GA/GHA shall locate missing Passenger onboard the aircraft by sighting the seat or by making an announcement for missing Passenger to identify him/herself. (a) If Passenger responds to the announcement by presenting him/herself, GA/GHA has to confirm the identity of Passenger with his/her boarding pass. (b) If Passenger does not respond to the announcement, a head count should be conducteddownloaded on-board by cabin crew to confirm the presence of the total number of Passenger count. (c) Upon confirmationif that Passenger is not onboard the aircraft, the GA/GHA shall ensure offloading of any checked baggage belonging to the Passenger who fails to board and ensure revised figures in Loadsheet with Ramp Master in charge.

Passengers Fail to Board the Aircraft (a) Any Fail to Board Passenger shall be checked and confirmed that he/she is not onboard the aircraft. Offloading procedures shall have to be activated. (b) If Passenger cannot be located, then any checked baggage belonging to Passenger shall be offloaded. (c) The GA/GHA shall relay to Ramp Master the number of bags to be Uncontrolledoffloaded along with their tag numbers. (d) Ramp Master uses the tag numbers to determine where the bag(s) are loaded.

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(e) If Passenger arrives at the gate by the time the bags being found, the GA/GHA at boarding gate shall immediately notify Ramp Master. (f) The Ramp Master shall then make the final decision on whether to accept the Passenger. (g) If the bags are found prior to the Passenger arriving at the boarding gate, Ramp Master will immediately inform the boarding gate GA/GHA for advice. When the final decision for offloading Passenger is made, the checked-in Passenger shall be offloaded from the check-in system. (h) The Ramp Master is to “show” (from the ramp) to the flight crew that the checked baggage has been found and offloaded from the aircraft. (i) The Ramp Master will deliver bag(s) to the Lost & Found printed for the Passenger to pick up. (j) Once the boarding gate has been closed, any Fail-to-Board Passenger shall be denied boarding. or

Remote Bay Handling (a) Embarking Using Bus (i) Passengers with special assistance should board the bus first and dispatched separately. (ii) Bus should not be overloaded. (iii) One GA/GHA to be positioned at bus boarding point and another at aircraft side to direct Passengers for safety purposes. (iv) GA/GHA ensure that the Passengers correctly embark the buses provided for the particular flight. (b) Embarking By Footdownloaded (i) Ensure the route to the aircraft is safe and clearly marked for both Passengersif and staff. (ii) Keep Passengers in groups to control their movements. (iii) Escort the Passengers to the aircraft by observing safety rules and avoid hazards Example: jet blast, moving vehicles, fuel lines, intake suction, propellers etc. (iv) Inclement weather- ensures adequate umbrellas are available.

Documents Onboard (a) General Declaration (b) Passenger Manifest (c) Cargo Manifest Uncontrolled(d) Passenger Information List (PIL) which displays information for passengers with special handling or special service requests such as NOK Premium Seat, Mobile Check-in, Monk, Special CRM (Nok Smile, Nok Smile Plus, disabled passengers, etc).

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(e) Loadsheet and balance sheet (f) Special Load – Notification to Captain (g) Original Airway Bills pertaining to the Cargo Manifest (h) For International flight additional documents as required by State Authority at destination.

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5.5 POST FLIGHT HANDLING

Update Flight Status in NDD Flight Controller must close the flight in the NDD system by updating flight status to “Flight Close (FC)” once the counter is closed. At this stage, all check- in functions are disable. In case that there is any LMC, the Flight controller shall be advised to re-open the flight.

Once a flight departed, the flight status is to be updated as “Flight Departure (FD)”.

Post Departure Message All post departure messages must be sent promptly after flight departureprinted so that the next stations concerned can prepare to handle the arrival flight. (a) Load Message (LDM) or (i) The LDM shall be transmitted for all flights to the next stations. (ii) Last Minute Changes (LMC) must be considered in the LDM. (iii) The station dispatching the LDM is responsible for the correct transmission of the message. A cross-check therefore must be made between the load sheet and the LDM before forwarding. In case of discrepancies, a second LDM shall be sent giving the appropriate correction. In this case by indicating the corrected version (“COR” to be stated in the LDM). (b) Flight Movement Message (MVT) (i) Flight MVT messages are transmitted immediately for all departure and arrival flights. (ii) They are alsodownloaded transmitted for delay flights as soon as the delay is knownif. (c) Passenger Transfer Message (PTM) For any flight with connecting passengers, the PTM shall be advised to the downline stations for proper handling preparations. (d) Delay Codes and Delay Report For any delays more than 3 minutes, the GA/GHA shall send a delay report (Station Report Form as per Appendix B) to persons mentioned in the form. Delay Codes can be found in GOM 9.8.2.

Departure Station Flight Files As part of requirements, complete flight documentation must be kept for record for a period of 6 months. The complete flight documentation Uncontrolledcomprises: (a) A copy of aircraft log (for DMK, it is kept by Maintenance staff) (b) A copy of fuel figure sheet (for DMK, it is kept by Maintenance staff)

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(c) RM checklist (d) A copy of final loadsheet and balance sheet (e) BOCO chart (in case of system failure) (f) A copy of Special Load – Notification to Captain (g) A copy of security item receipt

printed

or

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5.6 PASSENGER SECURITY

Security of Documents (a) Boarding Passes and Baggage Tags All materials used for Pasenger and hold baggage processing (e.g. boarding passes, baggage tags, FIMs, voucher, stamps) must be protected or be under surveillance at all times in order to prevent unauthorized access and use (b) Disposal of Printed Documents Printed material such as boarding passes, passenger lists, and handling forms may have to be reprinted and therefore left behind as waste. Dispose of these documents by tearing, using paper shredderprinted or other appropriate means, as they contain Passenger data. or Information Security Departure control systems (NDD) must be controlled to prevent unauthorized access. (a) Before leaving the counter, remove boarding passes and baggage tags from the respective printers or lock them. (b) Before leaving the counter, sign-out, log-off and lock the system.

Restricted Area Secure all gate and departure areas by keeping doors closed, use appropriate barricades when directing Passengers. (a) Ensure all access downloadeddoors are closed when not in use. (b) Position staff ifas required to direct Passengers. (c) If Passengers have to walk on the apron to aircraft, ensure Passengers proceed directly to the aircraft. (d) If transportation has to be provided to Passengers to move them from the terminal building to the aircraft, make sure only authorized personnel and screened Passengers are allowed to board the vehicles. (e) Unauthorized persons attempting to access the restricted areas must be challenged and reported to authorities by all staffs and crews or ground handling agent.

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5.7 ARRIVAL

Preparation As with all other duties, GA/GHA needs to be prepared with necessary information from LDM in NDD or email prior to the arrival of the aircraft. The followings are guidelines: (a) Check ETA, arrival gate and baggage reclaim belt. (b) Check and ensure the correct information of flight arrival including arrival baggage information is displayed on the FIDS. (c) Ensure that signage for international arrivals (depending on airports) are displayed at the appropriate location, showing clear directions for immigration clearance. printed (d) Standby at the arrival gate at least 15 mins prior to ETA. (e) Arrival GA/GHA should be positioned at door side of orthe aircraft to greet passengers. (f) Be attentive to any disembarking passengers with queries. (g) Provide directions to the arrival hall and Immigration and Customs (failure for passengers arriving from an International destination to clear Immigration can have serious repercussions). (h) Confirm with cabin crew that all passengers have disembarked. (i) Collect company mail. (j) Collect documents from the arrival flight for filing. (k) Proceed to arrival hall and Immigration.

Remote Bay Handling downloaded (a) Disembarkingif Using Bus (i) Passengers with special assistance should disembark the bus last and dispatched separately. (ii) Bus should not be overloaded. (iii) One GA/GHA to be positioned at bus disembarking point and another at aircraft side to direct passenger for safety purposes. (b) Embarking By Foot (i) Ensure passengers do not wander freely on the tarmac during disembarking. (ii) Keep passengers in groups to control their movements. (iii) Escort the passengers to the arrival hall by observing safety rules and avoid hazards. Example: jet blast, moving vehicles, Uncontrolledfuel lines, intake suction, propellers etc. (iv) Inclement weather- ensures adequate umbrellas are available.

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Arrival Baggage (a) Baggage Delivery (i) All efforts shall be made to deliver the baggage to the arrival hall with minimum delay. Any problems with baggage delivery shall be advised to staff at the baggage claim area detailing the reasons. An apology announcement shall be made immediately once delay is known. (ii) Priority baggage shall be offloaded and delivered first to the baggage claim area in reasonable time. (iii) The baggage shall be placed on the carousel with the handles placing outwards for easy pick-up. printed Baggage Claim (a) General Liability or NOK is liable for damage from destruction or loss of baggage and extends during the air carriage and during the period of NOK’s responsibility for the baggage loading, unloading and delivery. Third parties who are under NOK and provide the service are also NOK’s liability (b) Exclusion of Liability (i) NOK is not liable for any damage due to compliance with laws, government regulations, custom requirement etc., or due to occurrences that is unpredictable or uncontrollable. (ii) NOK is not liable for damage to fragile or perishable articles, money, jewelry, silverware, negotiable papers, securities, or other valuabledownloaded samples or business documents, which are in the Passenger’s checked baggage. (iii) NOK is ifnot liable for damage to Passenger’s baggage caused as a result of inadequate packaging. (iv) NOK is not liable for damage to Passenger’s baggage caused by property contained therein. (v) NOK is not liable for any damage or loss of unchecked baggage. (c) Delayed Baggage – Interim Payment If the checked baggage cannot be returned to the Passenger after arrival at the destination airport, an apology as well as an on-the- spot/Interim payment which is not more than THB 500 (per Passenger) is offered to the Passenger by the handling agent. The “Passenger Baggage Claim Form” shall be completed for this purpose. Uncontrolled(d) Lost Baggage If the checked baggage cannot be returned within 14 days after arrival, the baggage is considered lost. Claims can be made by

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completing the “Passenger Baggage Claim Form” which is available at the Airport Handling Agent or Airport Sales Counter. NOK pays THB 400 per kg. of lost checked baggage with a maximum of THB 2,000 per piece of baggage, regardless of the value of the content that has been lost The final settlement amount to be deducted by the interim payment the Passenger had received. (e) Damaged Baggage NOK is liable for damage to Passenger’s checked baggage (packaging and content) if liability has not been excluded under one of the previous sections. The Passenger must report any damages to NOK’s GA/GHA immediately after the baggage has been reclaimed at the destination airport. NOK shall pay compensation at the maximum of THB 500 per piece of baggage. The “Passengerprinted Baggage Claim Form” shall be completed for this purpose. (f) Time Limitation on Claim and Actions or (i) Notice of claims: Acceptance of baggage by the bearer of the Baggage Identification Tag without complaint at the time of delivery is sufficient evidence that Baggage has been delivered in good condition and in accordance with the contract of carriage, unless you prove otherwise. If Passenger wishes to file a claim or an action regarding Damaged to Checked Baggage, Passenger must notify us as soon as he/she discovers the Damage, and at the latest, within seven (7) days of receipt of the baggage. If Passenger wishes to file a claim or an action regarding delay of Checked Baggage, Passenger must notify us within twenty-one (21) days from the date the Baggage has been placed at his/her disposal. Such notification shall be in writing and posted or delivered to us within the above periods. (ii) Limitation of Actions:downloaded Any right to damages shall be extinguished if an action is not brought against us within 2 years of the date of arrivalif at the destination, or the date on which the aircraft was scheduled to arrival, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by law of the court where the case is heard.

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5.8 THRU CHECK (NOK Connecting) Connecting flight is performed through check-in wherever applicable and as per the interline agreement. Travel documents shall be checked for all through-checked parts of the journey. There are 4 categories of NOK connecting with the procedures as the following; Domestic to Domestic (a) First Port of Departure (i) Pre-Flight  GA/GHA at transit area checks number of connecting Passengers for each flight. printed  GA/GHA at transit area checks status of connecting flights.  GA/GHA at transit area gets updated of flightor information.  GA/GHA at transit area gets prepared stationery relating to connecting flights. (ii) At Airport . Passenger Handling  Once booking number or PNR retrieved, GA/GHA repeats connecting flight number and final destination to Passengers before check-in.  GA/GHA Checks-in Passengers through the final destination.  GA/GHA confirms both flights and give boarding passes to Passengers.downloaded  GA/GHA pastes connecting sticker (DOM-DOM) on the left shoulderif of Passengers.  GA/GHA informs Passengers of DMK flow for connecting domestic flight. . Baggage Handling at Check-in Counter  GA/GHA checks-in baggage through the final destination.  Tag baggage with both printed tag and connecting flight tag by GA/GHA.  GA/GHA informs Passengers to claim their baggage only when arriving to final destination.

(b) Transit/ Transfer Station (DMK) Uncontrolled(i) Pre-arrival  Check PTM one hour prior to Estimated Time of Arrival (ETA) for every incoming flight.

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 Print out PTM for every incoming flight with connecting Passengers.  Ensure availability of connecting stickers (DOM-DOM).  Ensure setup of connecting signage.  Ensure availability of staff assigned at transfer/ transit desk. (ii) Arrival . Passenger Handling  Assigned staff for arrival duty with copy of Passenger Transfer Message (PTM) and connecting stickers in hand gets ready at arrival gate for connecting flight process.printed  In case of lost sticker, replace new one on Passenger’s left shoulder. or  Ensure accurate number of connecting Passengers.  Inform connecting Passengers not to claim their baggage at baggage belt.  Inform Passengers to check gate number again in case of no gate assigned yet.  Give direction of departure gates to connecting Passengers. . Baggage Handling at Sorting Area and Ramp  Ramp Master ensures number of transferring baggage upon arrival according to baggage manifest.  All transferring baggage shall be forwarded to baggage securitydownloaded check point for security screening.  Forif flight with connecting time less than 90 minutes but not less than 45 minutes (Short Connect), Ramp Master needs to inform Flight Supervisor and baggage shall be priority for security screening.  Baggage kept at baggage security check point shall be forwarded to respective flight 30 minutes prior to departure time.  Ramp master shall confirm number of transferring baggage once they all have been arrived to the aircraft side.  For flight with connecting time less than 45 minutes (Misconnect), transferring baggage shall be transferred to next available flight. Uncontrolled

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Domestic to International (a) First Port of Departure (i) Pre-Flight  Check number of connecting Passengers.  Check status of connecting flights.  Keep staff updated of flight information.  Ensure stationery relating to connecting flights prepared.  Ensure availability of Immigration Cards.

(ii) At Airport printed . Passenger Handling at Check-in Counter  Once booking number or PNR retrieved, repeator connecting flight number and final destination to Passengers before check-in.  Check travel documents e.g. passport, visa or any other required documents.  Check-in Passengers through the final destination.  Confirm both flights and give boarding passes to Passengers.  Paste connecting sticker (DOM-INTER) on the left shoulder of Passengers.  Inform Passengers of DMK flow for connecting internationaldownloaded flight.  Inform Passengers to go through immigration for departure formality.if  Submit APPS via Carrier Portal after closing flight but before boarding.  Submit PTM to Immigration and Customs after closing flight. . Passenger Handling/ Boarding Gate  Submit Passenger Transfer Message (PTM) to flight crew. The rest remains the same procedure as for general flights. . Baggage Handling at Check-in Counter  Check-in baggage through the final destination.  Baggage weight allowance for domestic sector is based on Uncontrolledthe allowance for international sector.  Tag baggage with both printed tag and connecting flight tag.

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 Through checked baggage will be conveyed to sorting area by an international conveyer belt according to customs requirement.  Inform connecting Passengers to claim their baggage only when arrive to final destination. . Baggage Handling at Sorting Area and Ramp  Separate transferring checked baggage from general checked baggage.  Group transferring checked baggage by final destinations.  Confirm number of transferring checked baggage and general checked baggage. printed

(iii) Post Flight or  Mention in LDM which compartment transferred baggage was located in to Transit/ Transfer Station.

(b) Transit/ Transfer Station (DMK) (i) Pre-arrival  Check PTM one hour prior to Estimated Time of Arrival (ETA) for every incoming flight.  Print out PTM for every incoming flight with connecting Passengers.  Submit PTM to Immigration prior to ETA.  Ensure downloadedavailability of connecting stickers (DOM-INTER).  Ensureif setup of connecting signage.  Ensure availability of staff assigned at transfer/ transit desk.

(ii) Arrival . Passenger Handling  Assigned staff for arrival duty with copy of PTM and connecting stickers in hand is available at arrival gate for connecting flight process.  In case of lost sticker, replace new one on Passenger’s left shoulder.  Ensure accurate number of connecting Passengers. Uncontrolled Escort Passengers to transit/ transfer counter for connecting international flight.

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 Inform Passengers to check gate number again in case of no gate assigned yet.  Give direction of departure gates to connecting Passengers. . Baggage Handling at Sorting Area and Ramp  Ramp Master ensures number of transferring baggage upon arrival according to baggage manifest.  All transferring baggage shall be forwarded to baggage security check point for security screening.  For flight with connecting time less than 90 minutes but not less than 60 minutes (Short Connect), Ramp Master needs to inform Flight Supervisor and baggage shall be printedpriority for security screening.  Baggage kept at baggage security check or point shall be forwarded to respective flight 45 minutes prior to departure time.  Ramp master shall confirm number of transferring baggage once it all has been arrived to the aircraft side.  For flight with connecting time less than 60 minutes (Misconnect), transferring baggage shall be transferred to next available flight. (iii) Post Flight  Submit APIS via Carrier Portal after flight departure but not later than one hour before arrival.

International to Domesticdownloaded (a) First Port of Departureif (i) Pre-Flight  Check number of connecting Passengers for each flight.  Check status of connecting flights.  Keep staff updated of flight information.  Ensure stationery relating to connecting flights prepared.

(ii) At Airport . Passenger Handling at Check-in Counter  Once booking number or PNR retrieved, repeat connecting flight number and final destination to Passengers before Uncontrolledcheck- in.  Check travel documents e.g. passport, visa or any other required documents for all Passengers as usual.

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 Boarding pass shall be issued and given to Passengers only for the first sector.  Inform connecting Passengers to get boarding pass for connecting flight at Transit/Transfer counter at DMK.  Paste connecting sticker (INTER-DOM) on the left shoulder of Passengers.  Inform Passengers of DMK flow for connecting domestic flight.  Submit APPS via Carrier Portal after closing flight but before boarding. . Passenger Handling at Boarding Gate printed  Submit Passenger Transfer Message (PTM) to flight crew. The rest remains the same procedure as for general flights. . Baggage Handling at Check-in Counter or  Check-in baggage through the final destination.  Baggage weight allowance for domestic sector is based on the allowance for international sector.  Tag baggage with both printed tag and connecting flight tag.  Inform connecting Passengers to claim their baggage only when arrive to final destination. . Baggage Handling at Sorting Area and Ramp  Separate transferring checked baggage from general checked baggage.  Group transferringdownloaded checked baggage by final destinations.  Confirmif number of transferring checked baggage and general checked baggage.

(iii) Post Flight  Submit PTM to transit/transfer station (DMK).  Mention in LDM which compartment transferring baggage was located in to transit/ transfer station (DMK).

(b) Transit/ Transfer Station (DMK) (i) Pre-Arrival  Check PTM one hour prior to Estimated Time of Arrival Uncontrolled(ETA) for every incoming flight.  Print out PTM for every incoming flight with connecting Passengers.

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 Submit both Passenger Manifest (PM) and PTM to Immigration and Customs.  Ensure availability of connecting stickers (INTER-DOM).  Ensure setup of connecting signage.  Ensure availability of staff assigned at transfer/ transit desk. (ii) Arrival . Passenger Handling  Assigned staff for arrival duty with copy of PTM and connecting stickers in hand is available at arrival gate for connecting flight process. printed  In case of lost sticker, replace new one on Passenger’s left shoulder. or  Ensure accurate number of connecting Passengers.  Guide Passengers to transit/ transfer counter for connecting domestic flights.  Issued boarding pass for the connecting flights.  Inform Passengers to check gate number again in case of no gate assigned yet.  Give direction of departure gates to connecting Passengers. . Baggage Handling at Sorting Area and Ramp  Ramp Master ensures number of transferring baggage upon arrivaldownloaded according to PTM.  All transferring baggage shall be forwarded to baggage securityif check point for security screening.  For flight with connecting time less than 90 minutes (MCT) but not less than 45 minutes (Short Connect), Ramp Master needs to inform Flight Supervisor and baggage shall be priority for security screening.  Baggage kept at baggage security check point shall be forwarded to respective flight 30 minutes prior to departure time.  Ramp master shall confirm number of transferring baggage once it all has been arrived to the aircraft side.  For flight with connecting time less than 45 minutes (Misconnect), transferring baggage shall be transferred to next available flight. Uncontrolled

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(c) Last Port of Arrival (i) Pre-arrival  Check PTM one hour prior to ETA.  Print out PTM for flights with connecting Passengers.  Submit PTM and Baggage Manifest to Customs. (ii) Arrival  Transferring baggage shall be conveyed to international baggage claim area.  Baggage claim process depends upon procedure of local airport. printed International to International (a) First Port of Departure or (i) Pre-Flight  Check number of connecting Passengers for each flight.  Check status of connecting flights.  Keep staff updated of flight information.  Ensure stationery relating to connecting flights prepared.

(ii) At Airport . Passenger Handling at Check-in Counter  Once booking number or PNR retrieved, repeat connecting flight numberdownloaded and final destination to Passengers before check-in.if  Check travel documents e.g. passport, visa or any other required documents for all Passengers as usual.  Boarding pass shall be issued and given to Passengers only for the first sector.  Inform connecting Passengers to get boarding pass for connecting flight at transit/ transfer counter at DMK.  Paste connecting sticker (INTER-INTER) on the left shoulder of Passengers.  Inform Passengers of DMK flow for connecting international flight.  Submit APPS via Carrier Portal after closing flight but Uncontrolledbefore boarding.

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. Passenger Handling at Boarding Gate  Submit Passenger Transfer Message (PTM) to flight crew. The rest remains the same procedure as for general flights.

. Baggage Handling at Check-in Counter  Check-in baggage through the final destination.  Tag baggage with both printed tag and connecting flight tag.  Inform connecting Passengers to claim their baggage only when arrive to final destination. . Baggage Handling at Sorting Area & Ramp printed  Separate transferring checked baggage from general checked baggage. or  Group transferring checked baggage by final destinations.  Confirm number of transferring checked baggage and general checked baggage.

(iii) Post Flight  Submit PTM to transit/ transfer station (DMK).  Mention in LDM which compartment transferring baggage was located in to transit/ transfer station (DMK).

(b) Transit/ Transfer Stationdownloaded (DMK) (i) Pre-arrival  Checkif PTM one hour prior to Estimated Time of Arrival (ETA) for every incoming flight.  Print out PTM for every incoming flight with connecting Passengers.  Submit both Passenger Manifest (PM) and PTM to Immigration and Customs.  Ensure availability of connecting stickers (INTER-INTER).  Ensure setup of connecting signage.  Ensure availability of staff assigned at transfer/ transit desk.

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(ii) Arrival . Passenger Handling  Assigned staff for arrival duty with copy of PTM and connecting stickers in hand is available at arrival gate for connecting flight process.  In case of lost sticker, replace new one on Passenger’s left shoulder.  Ensure accurate number of connecting Passengers.  Guide Passengers to transit/ transfer counter for connecting international flight.  Issued boarding pass for the connecting flights. printed  Inform Passengers to check gate number again in case of no gate assigned yet. or  Give direction of departure gates to connecting Passengers. . Baggage Handling at Sorting Area and Ramp  Ramp Master ensures number of transferring baggage upon arrival according to PTM.  All transferring baggage shall be forwarded to baggage security check point for security screening.  For flight with connecting time less than 90 minutes (MCT) but not less than 60 minutes (Short Connect), Ramp Master needs to inform Flight Supervisor and baggage shall be priority for security screening.  Baggagedownloaded kept at baggage security check point shall be forwarded to respective flight 45 minutes prior to departure time.if  Ramp master shall confirm number of transferring baggage once it all has been arrived to the aircraft side.  For flight with connecting time less than 60 minutes (Misconnect), transferring baggage shall be transferred to next available flight.

(c) Last Port of Arrival Follow normal procedures as general international flights.

Note: In reference with Minimum Ground Time which is 30 minutes for Domestic Flights and 45 minutes for International UncontrolledFlights, the procedures for baggage handling at Transit/ Transfer Station (DMK) shall be referred to the following;

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. Connecting International Flights (Domestic to International & International to Domestic) MCT  90 minutes Short connect  60 - 89 minutes Misconnect  less than 60 minutes Forwarded to A/C  45 minutes . Connecting Domestic Flights (Domestic to Domestic & International to Domestic) MCT  90 minutes printed Short connect  45 - 89 minutesor Misconnect  less than 45 minutes Forwarded to A/C  30 minutes

Flight Irregularity Handling for NOK Connecting Flights (a) Passenger Handling for Flight Irregularity (i) If known before flight departs, staff at First Port of Departure shall rebook the next available connecting flight for Passengers. (ii) If known after flight departs, transit/ transfer Station (DMK) staff shall rebook Passenger to a new connecting flight. (b) Baggage Handlingdownloaded for Flight Irregularity (i) If known before flight departs, staff at First Port of Departure shall tagif transferring baggage for the next available connecting flight. (ii) If known after flight departs, transit/ transfer Station (DMK) staff shall forward transferring baggage to the next available connecting flight.

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5.9 GOVERNMENT REQUIREMENTS

Advance Passenger Processing (APP) APP system is a service which airline operator sends passenger information, air crew information and flight information to process before aircraft departs from, arrives to or transit through any international airport in Thailand. Information shall be processed by Thai Immigration Bureau to verify if a traveler can travel into or depart from Thailand. The submission of APP shall be completed prior to starting boarding process. (a) APP submission channels: (i) Integrated APP Integrated APP is a message-based interface, which a printedCarrier uses to allow its DCS to interact with the APP system. (ii) Carrier Portal or Carrier Portal is a website available over the internet that allows registered carriers to manually enter traveler data or upload traveler batch files. Carrier Portal can be reached at http://cp.thai-apps.com/UCP/login.form. NOKDD, NOK check-in system, has not been integrated to APP system, consequently GA/GHA shall submit APP by using Carrier Portal only. Carrier Portal access shall be provided to each international station by the system representative at DMK. An access with the first log-in, the system requires to change password. New schedule shall be opened before starting activities via Carrier Portal. Below is the process of opening new schedule;  Clickdownloaded Open New Schedule.  if Click Search Schedule Service.  Select flight number and click Open Schedule.  All flights out from Thailand, select Outbound and incoming flights, select Inbound. Click Open Schedule.  Process of APP Submission by Uploading Batch File.  Click APPS Message under Passenger Mode in NOKDD system.  Save CSV (Comma Separate Values) file for uploading purpose in NOKDD system.  Click Submit Batch APP Transactions in Carrier Uncontrolled Portal syytem.  Fill up for Batch Reference then click Browse.  Select the saved file.

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 Click Submit.  Process of APP Submission by Individual Check-in (instead of uploading Batch file).  Click Manage Schedule and Individual Check-ins.  Click Search.  Select flight and click Manifest.  Select Traveler Type accordingly. C - Operating Crew, P – Passenger, X – Positioning Crew  Process of APP Submission by Quick Check-in (instead of uploading Batch file).  Click Quick Check-in. printed  Fill up flight details then click Next.  Fill up traveler details then click Submit.or Make sure that all items with (*) are filled up.  Follow the status shown. For example “BOARD IF DOCS OK”, passenger can be checked-in if documents are ok. (b) Command Control Operation Center (i) The CCOC responds to boarding directive queries from carriers that have received negative boarding directives. (ii) The CCOC operates on 24x7 basis & based in Thailand. Service Desk can be reached at (+66) 2 018 4466. (iii) The CCOC can be contacted through their local or international contact numbers.downloaded The international contact numbers are publish in the Thai APPS website: http://www.thai-apps.com. (iv) Thai Governmentif Officers will make the final decision on whether the passenger/crew is allowed entry into or exit the country. (c) Procedure to Contact CCOC (i) CCOC contact numbers are available the Thai APPS website. (ii) Dial the appropriate CCOC contact number. (iii) The system will prompt for the Customer ID (CID) number. (iv) Enter the CID number. If the CID number is not known, press 1. (v) To send documents via fax, press 2. (d) Procedure in Case of System Failure (i) Contact Local Helpdesk to determine whether the problem is Uncontrolledcaused by a local fault. (ii) Contact SITA Helpdesk in Amman.

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(iii) If the system fault will affect the boarding of the flight, the airline should contact the CCOC to obtain exemption submitting APP for the flight. (iv) This procedure and the contact information of the SITA Helpdesk and the CCOC is documented in the APP Guide for Airlines.

Advance Passenger Information (API) Flight supervisor submits API to any country requires for at least 1 hour prior to arrival of the aircraft. Process of API Submission shall be done by uploading batch file in NOKDD system as per the following; printed (a) Click APIS Message under Passenger Mode in NOKDD system. (b) Save CSV file for uploading purpose in NOKDD system.or (c) Click Submit Batch APIS Transactions in Carrier Portal system. (d) Fill up for Batch Reference then click Browse. (e) Select the saved file. (f) Click Submit. NOTE: (a) Always protect Passenger's personal information and securely dispose of any related paperwork not kept on file. (b) Ensure the numbers of passengers onboard are matched with APIS.

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5.10 SPECIAL PASSENGER HANDLING

(a) NOK will provide assistance where possible, as far as it is reasonably possible and in accordance with its Terms and Conditions, to Passengers who require special assistance. The GA/GHA must provide assistance in a dignified and non-discriminatory manner, within the constraints of available resources. (b) If the Passenger requires special assistance when travelling with NOK, they must notify NOK at the time of booking or at least 48 hours before intended date of departure. (c) NOK is only able to provide limited assistance when requested by Passengers who are unable to travel alone. The scope of assistance that NOK is able to provide is stated in our Terms and Conditions.printed For Passengers with reduced mobility, an abled-bodied accompanying Passenger (caregiver) must travel together with the main Passenger for personal assistance. or

DCS System Entry Ensure that the special handling information is updated into the NOK DD system (in Thailand) or into the DCS at the stations.

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Passenger with Reduced Mobility (PRM) or Passengers with Disabilities Passenger with Reduced Mobility (PRM) or Passenger with Disabilities is any person whose mobility is reduced due to a physical incapacity (sensory or locomotor), an intellectual disability or impairment, age, illness,or any other cause of disability when using transport and whose situation needs special attention and adaptation to the person’s needs of the services made available to all Passengers. Note: When offering assistance, do not be conspicuous and overly concerned. Do not tell a joke or making flippant remarks about the Passengers with reduced mobility. For all categories of passenger with reduced mobility, they will board the aircraft first and disembark last. There are two types of PRMs whichprinted are:

Ambulatory A Passenger who is able to board a plane,or travel in the cabin, able to reach an emergency exit during an evacuation and leave the plane unassisted. This includes persons who are blind (partially sighted) or deaf.

Non-Ambulatory A Passenger who needs help to get on board, to move in the cabin, to reach an emergency exit during an evacuation and to leave the plane.

Limitation of Carriage of PRMs (a) There is no restricteddownloaded number of ambulatory Passengers with reduced mobility. (b) The number if of non-ambulatory Passengers with reduced mobility accepted will be limited as follows;

Maximum number of non- Aircraft ambulatory PRMs Total maximum number Type of non-ambulatory PRMs Without Escort With Escort

B738 4 4 8

Q400 2 2 4 UncontrolledATR 2 2 4 Note: (i) Only one (1) non-ambulatory PRM is allowed per row.

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(ii) Ambulatory PRMs shall not be seated in the same row with non-ambulatory PRMs. Role of an Escort (a) An escort must be an able-bodied person at least 16 years old. (b) Where possible, the escort will be seated next to the PRM and will assist him/her in all circumstance. (c) The escort can play an essential role in assisting the crew to evacuate the Passengers with reduced mobility in the event of an emergency. For this reason, the cabin crew will give the escort special instructions with regard to safety procedures.

Seat Allocations and Restrictions of PRMs printed

Ambulatory Non-Ambulatory Remarkor Any seat except Aisle seat except Be aware that other special emergency exit emergency exit handling passengers are not seat seat assigned in the same row with non-ambulatory

Handling Guidelines The following are guidelines to handle with Passenger with Reduced Mobility: (a) At Check-in counter GA/GHA should provide assistance with the following: (i) Seat assignmentdownloaded  if Seats shall be pre-assigned.  Not be seated at the emergency exit row.  Not be seated next to other special cases e.g. infant, Buddhist monk.  If an aircraft is not fully booked, one adjacent seat may be left unoccupied for the comfort of the Passenger. (ii) Baggage assistance when requested (b) At Boarding Gate or Arrival (i) Board first and disembark last. (ii) As appropriate, GA/GHA should be the in frequent contact with the Passengers to advise them the status of the request for assistance and enquire about the Passenger’s needs. UncontrolledNote: Ground service personnel shall be trained to properly handle Passengers with Reduced Mobility.

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Blind or Visually Impaired Passenger (a) The code for blind or visually impaired passenger is BLND. (b) Blind or visually impaired passenger may be accepted for travel without any special documentation except that he/she is accompanied by a service animal. (c) Handling Procedures: (i) Before providing assistance, enquire whether the passenger needs any assistance as some blind passengers can move about by themselves (i.e. a wheelchair to be provided upon his/her request only). (ii) Assistance when required should be extended throughout passenger journey with us. printed (iii) The subject of blindness must not be discussed with passenger. (iv) They should not be seated at the emergency exitor seats. (v) They shall board first and disembark last.

Deaf or Hearing Impaired Passenger (a) The code for deaf or hearing impaired passenger is DEAF. (b) Deaf or hearing impaired passenger may be accepted without any special documentation except that he/she is accompanied by a service animal. (c) Handing Procedures: (i) Try to communicate with them by writing your instructions i.e. direction to the boarding gate etc., do not use sign language or hand gestures.downloaded (ii) They shouldif not be seated at the emergency exit seats.

Wheelchairs Passenger’s own wheelchairs will be carried with free of charge in addition to their normal baggage allowance. In case a wheelchair is required to be provided by NOK, such requirement shall be notified to us when the booking is made (in case the booking was made through website, passenger shall contact NOK at least 48 hours prior to the departure flight). Wheelchairs may also be requested at the airport in case of emergency.

(a) The followings are categories of wheelchair passengers: (i) WCHR (R for Ramp) - Passenger who can ascend/ descend aircraft steps and make own way to cabin seat but requires Uncontrolledwheelchair for distance to/from aircraft. (ii) WCHS (S for Steps) - Passenger who cannot ascend/ descend aircraft steps but can make own way to cabin seat; requires

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wheelchair for distance to/from aircraft and must be carried up/down steps. (iii) WCHC (C for Cabin) – Passenger who is completely immobile and requires wheelchair to/from aircraft and shall be carried up/down aircraft steps and to/from cabin seat. Note: (i) No WCHC is available onboard. (ii) NOK does not provide high lift service. (b) The following is not accepted on NOK’s flights: (i) STCR (Stretcher) – Passenger who is considered as a MEDA case that constant medical attention and/or special equipmentprinted and cannot sit upright during the flight. (c) Handling Procedures for Wheelchair Passengers or (i) At check-in counter, staff shall assist a Passenger requesting a wheelchair. (ii) A wheelchair to be used shall be in good condition for safety reason. (iii) Take the Passenger to the respective departure gate. (iv) At departure gate, the Passenger shall be invited silently to board the aircraft first when ready. (v) GA/GHA shall confirm the wheelchair seat to Cabin Leader (CL). Note: Handling Procedures for Own Wheelchairs  The wheelchair shall be collected at the aircraft door for loading in a compartment if aerobridge connected. For remote downloaded bay, the wheelchair will be collected at the passenger bus or ramp and loaded into the compartment afterwards.if  Upon arrival, the wheelchair shall be retrieved at cabin door or aircraft side for remote bay.

Extra Seat (SSR Code: EXST) (a) Passengers requiring an extra seat must be booked 48 hours in advance otherwise we may not guarantee the availability of seats. (b) Applicable fees for the seat will be applied; or as per policies. (c) There will be no cabin baggage entitlement. (d) The Passenger Manifest will be reflected as Actual Passenger Numbers Plus Extra Seat. Originating stations must notify downline Uncontrolledstation of extra seat cases for a particular flight. (e) Reasons for Extra Seat: (i) Obese Passenger

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(ii) Passenger’s comfort (iii) Passengers with leg in cast

Obese Passenger (a) Obese Passengers are allowed to book an extra seat for their comfort. No cabin baggage allowance is permitted but checked baggage allowance is allowed for the extra seat purchased. (b) Obese Passengers must not be assigned to emergency exit seats.

Passengers with Leg in Cast (a) Passengers travelling with broken limbs will need a medical certificateprinted stating that they are “fit to fly”. If the affected leg is plastered above the knee, the Passenger is required to purchase two adjacentor seats (sit on aisle with the leg stretched inwards away from the aisle so as not to obstruct other Passengers). (b) Emergency exit seats are not to be allocated to the Passengers with the leg in cast. Passenger with Service Animals (a) General NOK will not carry animals on board on any of its flights. The only exception is given to Service Animals travelling with the Passenger in cabin and available only for a flight operated by B737-800. An advance notice of 48 hours must be given at the time of booking. If the the advance notice is not given, the Passenger can be refused uplift on booked flight.downloaded (b) Definition Service Animalsif are normally dogs or other animals which are fully trained and certified for the purpose of accompanying persons with reduced mobilities with the objective of providing them with physical or/and emotional support, being under the control of the persons with reduced mobilities and provided that their presence on board an aircraft: (i) does not endanger the safety for flight operations (ii) is not reasonably considered as a threat to other passengers: and (iii) does not cause health concerns related to hygiene. (c) Handling Guidelines (i) No surcharge for the Service Animal. Uncontrolled(ii) Passngers will have to provide the following:  Absorbent Mat including two (2) plastic sheets.

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 Muzzle (for use on-board should the dog causes disturbance).  Passengers wishing to bring a Service Animal onboard the aircraft must provide a medical certificate as evidence of the Passenger’s dependence on a service animal, and other documents as required prior to uplift. (iii) A maximum of one (1) service animal is allowed per flight. (iv) The passenger with the service animal shall be assigned seat at 31J and seat 31K shall be blocked for the service animal. (v) Following information must be relayed to RM/Load Control Officer to be indicated in Special Load – Notification to Captain and LDM; printed  Passengers name and destination  Both Passenger’s and service dog’s seat ornumber. (vi) GA/GHA shall confirm seat number of both the passenger and the service animal to CL.

Sick /Injured Passenger Passengers with surgery/operation less than 7 days shall present a medical certificate confirming that he/she fits to travel by air. A medical certificate is required for sick or injured passengers as well. The medical certificate shall be valid for 7 days from its issued date.

Infant An infant is a child whose age is under 2 years on the date of travel. (a) We reserve the rightdownloaded not to carry an infant whose age is below fourteen (14) ifdays old. (b) An infant is subject to charge at the rate set out in NOK commercial policy provided that he/she sits on an adult’s lap. An infant occupying his/her own seat shall be charged as the same fare as an adult. (c) An infant shall not be accepted for carriage without being accompanied by an adult. (d) Only one (1) infant is allowed to be carried per one (1) adult. (e) The maximum numbers of infants accepted on board are as follows;

Aircraft Type Numbers of Infants B737-800 15 Q400 6 ATR 6 Uncontrolled(f) Infant seatbelts are carried onboard and would be offered on request basis during the safety briefing. An infant seatbelt should never be used for a child over the age of two years.

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(g) NOK does not allow baby car seats, carriers or strollers on board the aircraft. They must be stowed in the aircraft hold during flight. Child (a) Unaccompanied Minor (UM) Unaccomapnied Minor (UM) is a child aged between 2 and less than 12 years on the date of travel. The UM will not be accepted for carriage unless accompanied by an able-bodied person with at least 16 years of age. (b) Young Passenger (YP) Young Passenger (YP) is a child aged between 12 and less than 16 years on the date of travel. The YP can travel alone but cannot accompany any UM. printed When making reservations, the YP can be accepted for carriage only if the parents or guradians action the following: or (i) Sign NOK Letter of Indemnity authorizing the YP to travel unaccompanied; (ii) NOK will not be held responsible for the YP; (iii) In the Letter of Indemnity, details of the parents and the person meeting the YP on arrival must be provided; (iv) The YP will be responsible for his own movement on arrival at the destination; (v) In the event of a flight disruption, NOK will treat the YP as an adult passenger and the YP will be given the same passenger recovery. downloaded Pregnant NOK does not representif that travel is safe for pregnant Passengers at any particular point during pregnancy. Pregnant Passengers are advised to obtain independent medical advice prior to their flights. Passengers with pregnancy are accepted for carriage, subject to the following conditions:

Below 28 weeks Accepted

Single Accepted with Medical Certificate 28-36 weeks which indicates:  The current progress of pregnancy between 28-36 weeks; Uncontrolled  The passenger is “Fit to travel by air”,

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 The medical certificate shall be valid for 7 days from its issued date. Multiple (twin, triplets in the same Accepted with Medical Certificate pregnancy) which indicates: 28-32 weeks  The current progress of pregnancy between 28-32 weeks;  The passenger is “Fit to travel by air”,  The medical certificate shall be valid for 7 days fromprinted its issued date. or Note: (a) The GA/GHA should verify the information with the pregnant Passenger and keep a copy of medical certificate in the flight file. (b) Station Manger has the authority to disallow an expectant mother to travel if there are obvious signs that the passenger is not fit to fly even though the medical certificate states the contrary.

Buddhist Monks (a) Buddhist monks shall be seated in the window seats. The middle seat may be assigned if there is no window seat available or if two monks are travelling together. (b) Aisle seats and emergencydownloaded exit seats shall never be assigned to Buddhist monks.if (c) Whenever possible the adjacent seat to the monks shall be left unoccupied. (d) Whenever a flight is full, only a male passenger shall be seated beside the Buddhist monks.

Passenger Grading (a) VIP1 (i) Royal Families (ii) Senior Government Officer (iii) Board of Director UncontrolledNOK provide front seat, pre check-in, separate check-in counter, baggage checked with priority tag, Assign staff to assist and private transportation to the aircraft (van).

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(b) VIP2 (i) Local Senior Government Officer (ii) Businessman NOK provide separate check-in counter from the others, baggage checked with priority tag. (c) NFC (Nok Smile Plus) NOK provide separate check-in counter from the others, baggage checked with priority tag.

Right to Refuse Carriage Under general conditions of carriage, NOK may refuse carriageprinted of Passenger or Passenger baggage and/or cancel the reserved space of, and/or remove at any place en route or if, in the exercise of ouror reasonable discretion, we determine that; (a) Such action is necessary for reasons of safety or security. (b) Such action is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over. (c) Passenger conduct, status, age or mental or physical condition of making Passenger self-objectionable to other Passengers or our crew or involve any hazard or risk to Passenger self or other persons or to property. (d) Passenger who is committed misconduct on a previous flight and such conduct may be repeated. (e) Passenger who refusesdownloaded to present him/her and/or baggage for security control. (f) The applicableif fare or any charges or taxes payable have not paid. (g) The payment or booking of Passenger fare is fraudulent or unlawful. (h) Passenger does not have the proper documents for travel. (i) The credit card by which Passenger paid for the fare has been reported lost or stolen. (j) The Itinerary or booking or Electronic Ticket is counterfeit or fraudulently obtained. (k) The Itinerary has been altered by anyone other than us or our authorized agent, or has been mutilated (in which case we reserve the right to retain such documentation); and/or (l) The person checking in or boarding cannot prove that he is the person named as the Passenger on the itinerary (we reserve the right to retain Uncontrolledsuch Itinerary this circumstance). (m) Passenger is obviously under the influence of alcohol, drugs or narcotics.

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(n) Passenger’s appearance, behavior, medical condition, or kind of nursing might be hazardous or offensive to other passengers. (o) Passenger who seriously has physical infirmity that the trip may affect passenger’s health condition and likely result in complication. (p) Passenger has the current progress of pregnancy more than the specified periods. (q) Passenger is newly born (normal or premature) less than 14 days after birth. (r) Passenger is under 12 year old and travels alone.

Channels for Feedback printed To improve our services, NOK is pleased to receive any comments or suggestions from our passengers via the following channels;or (a) NOK Call Center at 1318 (b) NOK’s Website: www.nokair.com (c) Airport (Ground Service Personnel) (i) Filling up feedback form (ii) Verbal (d) Onboard Aircraft (Flight Attendant) (i) Filling up feedback Form (ii) Verbal Seating downloaded if

Uncontrolled

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5.11 DEPORTEES AND INADMISSIBLE/NTLs (NOT TO LAND)

Responsibility It invariably becomes the responsibility of the airline that brought the person into the country to transport the Deportee / Inadmissible / or NTL to his country of origin or his last point of stopover. Airlines may also be involved in the transportation of such passengers through normal passenger bookings, or in extradition cases. Such passengers should be returned to their country of origin, or last point of stopover as soon as possible.

General (a) A Deportee/Person in Custody is a person who, having entered a country legally or illegally, is required by the competent authoritiesprinted to be removed from the country and includes: (i) Persons who are criminals or being extradited for some criminal offence. or (ii) Illegsl immigrants or those banned from entering. (iii) Forged or false passport holders. (iv) Person acting against the national and security interest of a country. (v) Person in Custody on domestic flight (b) An Inadmissible Passenger or NTL (not to land) is a person not admitted to a country by the competent authorities of the particular country and includes: (i) Those with irregularities in valid travel documents. (ii) Undesirabledownloaded political types. (iii) Those with insufficient means of subsistence. (iv) Those ifseeking asylum. (c) Special consideration shall be given for the carriage of person in custody or deportees and, where necessary, security measures in addition to those stated in this manual shall be effected as advised by Security Manager (SECM). (d) In handling any person in custody, deportee, inadmissible or NTLs, consideration must be given to assess if the circumstances of deportation could cause the individual to become a risk to the security of the aircraft. Factors to consider are: (i) a major objection by the individual to be returned to another country. (ii) the mental state or physical state of the individual. Uncontrolled(iii) the nature of any criminal act already committed. (iv) the individual is wanted by the police of any other State. (v) if the individual personally objects to carriage by air.

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Clearance for Carriage of Deportees or Inadmissible/NTLs (a) Prior to acceptance of Person in custody, Deportees, Inadmissible or NTLs for carriage, the Nok Air Station Manager or Ground Handling Agent (where applicable) in liaison with Security Manager shall consider the circumstances of the deportation, the risk to the safety of the aircraft presented by the carriage, and whether additional measures indicated in paragraph 5.11.3 (b) are necessary. The authorities must inform the Nok Air Station Manager or Ground Handling Agent (where applicable) of all reasons for the deportation. (b) The necessity of an escort shall be considered in all cases where the individual: (i) is deemed a security risk because of past or present conduct.printed (ii) is in a mental state requiring special attention. (iii) is in a physical condition, which could be objectionableor or cause discomfort to other Passengers. (iv) has committed a crime, or is wanted by the police in any state. (v) has some form of addiction. (c) A full security check of the individual and his or her baggage shall be considered prior to embarkation. (d) Notwithstanding the above paragraph, a Person in custody, Deportee, Inadmissible/NTL who displays or shows evidence (including historical records) of potential threats to the good order and general discipline in the aircraft is considered a risk to the security of the aircraft. In such case, the uplift of Deportee/NTL shall be accompanied by security escort indownloaded ratio of 1:1 or more if necessary. (e) For request of uplift, Nok Air Station Manager or Ground Handling Agent (where ifapplicable) shall provide via e-mail to Security Manager, Line Nok Air Station Manager, Ground Handling Agent and copying en route and destination stations, the passenger’s details as follows: (i) Name of Person in custody, Deportee/Inadmissible or NTLs, Male/Female (ii) Passport Number or ID Card, Date of issue (iii) Country of issue/Nationality/Date of birth (iv) Countries travelled to as endorsed in passport (International Flight only) (v) Reason for deportation (vi) Whether Nok Air had brought the passenger into the deporting country Uncontrolled(vii) Authorities’ security Assessment of individual (viii) Whether to be escorted or otherwise (ix) Storage position of the passport (International Flight only)

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(f) Not more than two Person in custody, Deportee, Inadmissible/NTL with escort officers shall be transported on one flight. (g) Firearms of the officer escort Person in custody (if applicable) must be loaded in aircraft cargo compartment. (h) The carriage of a Person in custody, Deportee/Inadmissible/NTL shall be refused if, in judgement of Security Manager such acceptance might jeopardise the safety of the aircraft, crew or passengers.

Limitation of Carriage of Inadmissible/NTLs This procedure for acceptance the carriage of Inadmissible/NTLs on board under condition that: printed (a) No limit to number of Inadmissible/NTLs. (b) All Inadmissible/NTLs are sent out of country under Immigrationor Acts. (c) Inadmissible/NTLs do not show the sign of high security risk to aviation security. NOTE: Passenger Handling Agent shall observe the behavior of each Inadmissible/NTL by using Subappendix-6B – Deportee/NTL Risk Assessment Checklist in SEM as the guideline. Only Inadmissible/NTL shows the sign of high security risk to aviation security. Passenger Handling Agent have to fill Subappendix-6B – Deportee/NTL Risk Assessment Checklist in SEM and request for security escort (s) to accompany that

Limitation of Carriage of Deportee (a) The uplift is however subjected to the maximum number of Deportees without escort imposeddownloaded for NOK aircraft type as stated below.

MAXIMUM NUMBER OF DEPORTEE WITHOUT ESCORT if A/C TOTAL INADMISSIBLE/NTLs MALE FEMALE TYPE FLIGHT B738 4 4 8 Q400 2 2 4 ATR 2 2 4 It is permissible to substitute one male Deportee for every two female Deportee or one female Deporteee for every male allowed in the above table. (b) When seeking approval to uplift numbers of Deportee, in excess of the allowable limits as stated in para 5.11.5 (a), the Nok Air Station Manager or Ground Handling Agent (where applicable) shall furnish details on the reason for uplift of INAD / NTLs in excess. (c) Each additional INAD / NTLs to be uplifted above the allowable Uncontrolledrestriction shall be accompanied by a security escort in a ratio of 1:1.

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(d) Children (under the age of 12 years) should be excluded when determining the number of such Passengers uplifted and security escorts required. (e) Any uplift requiring security escort(s) shall be approved by Security Manager. (f) Station shall contact NOK Security Manager (VE), when seeking approval to uplift security escort(s) for the purpose of accompanying Deportee(s). The Deportee/NTL Risk Assessment Checklist shall be filled and submitted to NOK Security Manager (DMK) at e-mail: [email protected]. All relevant correspondence shall be copied to Security Manager. (g) Prior notification of at least 24 hours is required to process a request to uplift Deportee, especially when relevant information printed is not immediately available. (h) Deportees who, in the opinion of the NOK Stationor Manager or GA/GHA (where applicable) and the local authorities, do not pose a security risk can be uplifted without seeking further clearance from Security Manager. (i) Prior approval shall be obtained from Security Manager for the carriage of: (i) Deportees deemed safe but beyond the maximum limit(s) as stated above. (ii) Those who pose a security risk. (iii) Deportees with escort(s) due to security reasons. (iv) Deportees who are politically and/or Media sensitive.

Boarding and Seating downloaded (a) The Person inif custody, Deportee/Inadmissible/NTL should board the aircraft before the other passengers and shall be the last to disembark. Exception may apply, under local authority’s special request. (b) The Person in custody, Deportee/Inadmissible/NTL must be seated in the rear of the aircraft and away from the emergency exit rows. For practical reason, such passenger should not be seated next to a minor. (c) The escort and Person in Custody, Deportee shall be assigned the rearmost seat in the class of service. Under no circumstance should a Person in Custody, Deportee be seated adjacent to any normal or emergency exit and in the aisle seat. He shall not be permitted to leave his seat without an escort.

Uncontrolled

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Notification (a) The NOK Station Manager or GA/GHA (where applicable) shall raise and provide the "Notification of Deportee/Inadmissible/NTL" Form (Refer to SEM Subappendix-6C) or “Notification of Transporting Person In Custody/Deportee” (Refer to SEM Subappendix-6D) to Pilot In Command (PIC) and Cabin Leader (CL) during boarding. He/she shall also present the clearance from Security Manager to PIC, if applicable. (b) The CL shall ensure the deportee is identified to the crew. (c) The NOK Station Manager or GHA (where applicable), and local immigration or appropriate authority at the departure and arrival stations shall be notified in accordance with local laws and regulations on the carriage of persons in custody, deportee or inadmissibleprinted Passengers. Appropriate security measures to be implemented shall also be included. or Handling (a) If doubt exists about the safe carriage of the Deportee/inadmissible/NTL i.e. if violence is expected from the Deportee/inadmissible/NTL, PIC, through the NOK Station Manager or GHA (where applicable), can request for security escort(s). (b) The GA/GHA shall keep the passport together with any other relevant documents retrieved from the Passenger and a copy of the "Notification of Deportee/inadmissible/NTL Passenger" Form or “Notification of Transporting Person in Custody/Deportee”. Where the Cabin Security Locker is not available, the documents shall be handed to PIC for safe keeping in the Flight Deck. (Note: The process of safe- keeping of documents shall not be made visible to the Deportee/inadmissible/NTLdownloaded Passenger). (c) In the event thatif Deportee/inadmissible/NTL objects to the retention of his/her passport and other travel documents, NOK Station Manager or GA/GHA (where applicable) is to explain that this is to facilitate immigration clearance for his/her onward travel on arrival at the destination. His/her travel documents shall be returned to him/her after Immigration Clearance. (d) On arrival, the CL shall communicate with GA/GHA to control the disembarkation of Passengers. Disembarkation shall not proceed until cabin crew has confirmed Deportee/inadmissible/NTL has been identified and held at his/her seat for handover. The Deportee Passenger must remain in his/her seat until escorted by GA/GHA. (e) GA/GHA shall retrieve the passport(s) and documentation from the CL and escort the Inadmissible through Immigration clearance.

Uncontrolled

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Escort Requirement (a) A person considered to be dangerous shall not be transported unless he is escorted by two or more officers, or there is provision available to adequately restrain him throughout the flight and procedures shall be followed as advised by Security Manager. (b) The escorting officer(s) shall identify themselves to PIC and the Cabin Leader of the aircraft. Escorts shall be briefed that they shall take no action during a hijacking situation unless requested to do so by PIC of the aircraft. (c) The escorting officer(s) and Deportee shall board the aircraft in advance of the Passengers and disembark after all Passengers have left the aircraft. printed (d) The escorting officer(s) and Deportee shall be assigned the rearmost seats in the aircraft. It shall be ensured that the Deportee does not have any dangerous or offensive article on his person orneither should he/she has the opportunity to gain access to such article during the flight. (e) Under no circumstances shall a Deportee be seated adjacent to any emergency exit. He shall not be permitted to leave his seat without an escort. (f) At least one officer shall be seated between the deportee and the aisle. (g) The deportee shall be escorted and kept under surveillance when a visit to the lavatory is necessary. (h) Food may be served at the discretion of the escorting officer(s) provided metal utensils are not used. Station shall ensure plastic utensils are madedownloaded available. No intoxicating beverages of any kind shall be served to the escorting officers or the Deportee whilst on board the aircraft.if (i) A female escorting officer shall be present as the member of the escort team if the deportee is female.

Uncontrolled

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5.12 UNRULY OR DISRUPTIVE PASSENGER

Introduction Unruly or Disruptive Passenger(s) is a passenger who fails to respect the rules of conduct at an airport or on board an aircraft or to follow the instructions of the airport staff or crew members and thereby disturbs the good order and discipline at an airport or on board the aircraft (ICAO Annex 17).

Levels of Threat ICAO Doc 9811 (Restricted) Manual on the Implementation of the Security Provisions of Annex 6 provides a four-tiered scheme of threat levels, which is a very useful tool for determining the seriousness of an unruly/disruptiveprinted passenger incident. ICAO’s levels of threat are as follows: (a) Level 1 - Disruptive behavior (including suspiciousor or verbally threatening behaviour); (b) Level 2 - Physically abusive behavior; (c) Level 3 - Life-threatening behavior (or display of a weapon); (d) Level 4 - Attempted or actual breach of the flight crew compartment.

Handling Procedures on Ground (a) Ground Handling Agents or Cabin crews have to observe the signs or behaviors of Unruly/disruptive passenger such as: (i) Intoxication (e.g., through alcohol, narcotics or medications). It should be noted that in many cases the ingestion and consequent influence of alcohol, narcotics and/or medication starts beforedownloaded the passenger boarded the aircraft; (ii) Irritationif with other passengers' actions on ground or on-board (e.g., kicking in seats, sharing the armrest) or hygiene; (iii) Frustration linked with passenger’s journey; long haul flights, inability to smoke or use personal/ portable electronic devices (e.g. mobile phones), dissatisfaction with customer service and service delivery (too slow, too long, meals, inoperative equipment: IFE, lavatories, chair tables, seats; (iv) Mental breakdowns / episodes e.g., acute anxiety, panic disorder or phobias; (v) Mental conditions e.g. psychosis, dementia or other mental health related disorders; (vi) Personality differences amongst passengers or between crew Uncontrolledmembers and passengers; (vii) Emotional triggers originating outside the flight (e.g. loss of a job) (viii) Lack of medication or alcohol withdrawal symptoms.

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(b) If a disruptive passenger begins acting up according to paragraph (a) while the aircraft is still on the ground, NOK’s representative or the PIC shall decide to remove that passenger for the safety reason or other passenger comfort unless the situation can quickly be resolved. Nok has the duty to serve the public without discrimination. (c) The following steps shall be taken when a person is denied boarding on the ground because of concerns about his or her behavior: (i) that passenger’s checked baggage shall be off loaded from the aircraft and returned to that passenger; (ii) that passenger should be escorted back through the immigration line (if applicable) to the landside of the terminal; (iii) Cabin Leader (CL) shall be informed of the decision toprinted deny boarding; and (iv) that passenger name shall be removed from the passenger manifest. or (v) Any duty-free merchandise shall be reported to customs. (vi) Security Incident Report is issued by NOK’s Ground Staff or Ground Handling Agent with details of the reason for the refusal, names of witnesses, additional information etc.

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

5.13 IRREGULARITY HANDLING

System Outage Manual Kit Boxes shall be prepared in advance, always updated and ready for use according to aircraft types (B738/ Q400/ ATR) for manual Passenger handling at the check-in counter and boarding gate during a system outage. Each Manual Kit Box shall be adequately equipped with the following items:  Manual Check-in Form  Manual Boarding Passes  Manual Baggage Tags printed  Manual Flight Close Report Form  Manual Seat Map or  Manual Boarding Count (by sequence)  System Outage Notice (a) System Outage Prior to Commencement of Check-in (i) As soon as a system outage is identified, the GA/GHA shall contact the NOK IT Support to inform the occurrence and to ascertain the duration of the expected outage. If check-in for a flight has not commenced, then a manual process can be used. Before commencing a manual check-in, the GA/GHA should print out the Passenger Name List (PNL) and highlight all the seats already booked by Passenger on the check-in Seat Allocation. (ii) The GA/GHAdownloaded is to distribute the Passenger Name List to each check-in counter so that no duplication of seats are assigned. (iii) A Systemif Outage Notice should be placed at the check-in counters. (iv) Before checking-in, the GA/GHA must complete the Manual Check-in Form including all Passenger details and their corresponding SSR codes. (v) While checking-in, the GA/GHA is to issue a manual boarding pass for clear verification at the boarding gate. The boarding pass is to be completed with all details – the flight number, date of flight, Boarding Gate number, seat number, travel sector and name of Passenger. The relevant SSR code shall be indicated on the boarding pass. Every Passenger must possess his or her own boarding pass and a separate boarding pass is to be issued for each infant. Uncontrolled(vi) All checked baggage shall be tagged with a manual bag tag. The GA/GHA must attach one bingo stub to each manual boarding pass and manually record it on the Manual Check-in Form.

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

(vii) When the check-in counter closes, the GA/GHA must tally the total number of Passengers checked in and complete the Manual Flight Close Report Form with total figures of Passengers, baggage details and the zonal figures in the cabin. This information shall be forwarded to the Ramp Master for Weight and Balance purposes. (viii) Manual Check-in Form and Flight Close Report Form:  The completed Manual Check-in Forms and Flight Close Report Form are to be photocopied (multiple times as required per port) and given to the cabin crew.  The Manual Boarding Count Form shall be used at boarding gate. printed  Original Forms are to be filed in the station’s flight file. (b) System Outage While Check-in Is In Progress or (i) In the event that there is a system outage while the check-in counter is open, the GA/GHA shall need to allocate sufficient manpower at both the check-in counters and the boarding gate. A System Outage Notice should be placed at the check-in counters. (ii) Zero (0) - 10 minutes into System Outage:  As soon as a system outage is identified, the GA/GHA shall contact the NOK IT Support to inform the occurrence and to ascertain the duration of the expected outage.  If the outage is expected to be less than thirty (30) minutes, the check-in process is halted and the GA/GHA commencesdownloaded preparation for possible manual operations.  If the outage is expected to be greater than thirty (30) minutes,if the GA/GHA should immediately implement manual procedures. (iii) 10- 20 minutes into System Outage:  The GA/GHA should be briefed by their Station Manager, Duty Manager or Supervisor in Charge on the procedure for manual operation. The briefing should also indicate at what time the situation would be reassessed, and the Station Manager, Duty Manager or Supervisor in Charge must allocate the necessary resources for a possible manual operation. (iv) 20 - 30 minutes into System Outage:  If there is confirmation that the system shall be restored within the next ten (10) minutes, (i.e. within 30 minutes Uncontrolledfrom the original outage), it is the GA/GHA decision whether to initiate manual operations or wait until the indicated time that power would be restored. This decision may be based on:

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

 Recent system reliability.  Volume of Passengers.  Available GA/GHA resources.  Operational constraints.  If the system outage extends beyond thirty (30) minutes, the GA/GHA should implement manual procedures immediately. (c) When System Outage occurs only at some stations GA/GHA at the affected station shall need to contact any station which is not affected by system outage for advices on the flight status, checked-in Passenger count, Passenger seat plan (as long asprinted they have system access) by fax or an e-mail. The following information shall be requested for check-in to go manual: or (i) Passenger Name List (including all relevant details of booking). (ii) Details of Passengers already checked in (including seat assigned). (iii) Total baggage already checked-in (number of pieces and weight). (iv) The Passenger Name List shall be used to identify remaining Passengers booked on flights as they present themselves for airport check-in and the issuance of manual boarding passes. The Passenger seating plan ensures that the remaining Passengers can be allocated seats that are not already occupied. downloaded (v) Passengers’ names, SSR requirements, and baggage details are thenif manually entered onto the Manual Check-in. The Station Manager or Duty Manager shall instruct the GA/GHA to follow the similar procedure to when a systems outage occurs prior to commencement of check-in. (d) When System Outage occurs at all stations (i) The Station Manager or Duty Manager shall instruct the GA/GHA to follow the similar check-in procedure to when a system outage occurs prior to commencement of check-in, but no seats assigned in Manual Check-in Form and on Manual Boarding Passes, except for those who have booked seats or seat assignment available in Passenger manifest. (ii) At boarding gate, checked-in Passengers with printed boarding pass shall be prioritized for boarding, followed by Passengers Uncontrolledwith seat assigned on the Manual Boarding Pass. The Passengers with free seat shall be the last group to board the aircraft.

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

(iii) Both Manual Boarding Sheet (by seat) and Manual Boarding Count (by sequence) shall be used at the boarding gate. (iv) The Passengers holding Manual Boarding Pass free seat shall be assigned seat at the boarding gate.

Flight Disruption (a) Information to Passengers (i) In a flight disruption situation, communication with the Passengers is very important. Updates shall be given at regular (between half-hourly or hourly, depending on situation) intervals at the very least. Regular updates are important even if the message is similar during the initial stages of theprinted flight disruption, in case of latecomers at the boarding gate who did not hear the earlier announcements. or (ii) The following shall be advised:  Flight number.  Flight origin & destination.  Reason for delay or cancellation.  Apology.  New estimated time of departure or replacement flight.  Contact and location of Passengers service desk.  Passenger facilitation options.  Timing where the next update is expected (iii) GA/GHA is todownloaded ensure that the Flight Information Display System (FIDS) are updated with the correct information. (iv) GA/GHAif should be prepared to disclose to the Passengers the true reason for the delay, and the reason for the actions taken, without causing undue alarm. (b) Communication of Delay Coordination (i) When a flight delay occurs at a particular station, the GHA must communicate to NOK’s Operations Control Centre (OCC) on the Flight Status situation. NOK’s OCC will manage the situation within their guidelines and proceed to liaise with NOK’s engineer or their appointed Technical Handling Agent (THA) on engineering issues. (ii) If the THA is unable to decide, NOK Flight Dispatch will liaise with NOK’s OCC Manager. Uncontrolled(c) Procedure (i) Establish a consistent delay reason:

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

 The delay reason shall be given to Passengers. Regardless of disclosure by the flight crew, cabin crew or GA/GHA, the delay reason shall be consistent across all levels. If delay notices are distributed, a copy is to be extended to the flight crew and cabin crew. (ii) Pre-advised delay:  Passenger shall be kept informed at the check-in counter, if a delay is known in advance. (iii) Setting the Estimated Time of Departure (ETD) and Delay Reasons.  GA/GHA shall work closely with all stakeholdersprinted (Engineering, Flight Crew, Cabin Crew, Catering and Flight Operations to set a realistic and achievable ETD, considering factors includingor Passenger convenience, aircraft serviceability, crew Flight Time Limitation (FTL), availability of standby crew, catering uplift, relief aircraft, airport curfew etc. (d) Special Handling Due attention should be given to the following groups of Passengerss (in no sequence of priority) during a disruption: (i) Medical cases. (ii) Passengers with reduced mobility. (iii) Vision impaired. (iv) Seeing-Eye Dog. (e) Service Recovery downloaded Service Recoveryif is applicable for flight disruptions resulting from operational situations such as long flight delays and flight cancellations. In addition, Staff who are on duty and concessionary travel shall be entitled to the full service recovery measures except the following: Flight Delay (i) Delay up to one hour  Gate staff shall keep the waiting Passengers informed about the flight status on a regular basis and whenever new information becomes available. (ii) From one to three hours  Refreshments/snacks/meal (depending on time of the day) shall be provided to the Passengers. The local procedure Uncontrolledat each station is applied.  Passengers are entitled to refund full amount of paid airfares. The local procedure at each station is applied.

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

(iii) Over 3 but not exceed 5 hours  Refreshments/snacks/meal (depending on time of the day) shall be provided to the Passengers. The local procedure at each station is applied.  Change flight to the next available NOK flight without paying fees (subject to seat availability)  Open booking 3 months  Transfer to other airlines (subject to seat availability)  Choose to travel by other transportations such as bus or van  Refund full amount of paid airfares (Pay by cash andprinted credit card, refund within 45 days and the Passenger Flight Claim Form shall be completed) NOTE: Refer to policy issued by Sales andor Marketing Department (SK). (iv) Over 5 but not exceed 6 hours  Follow procedure as stated in “Over 3 but not exceed 5 hours”.  Passengers are entitled to receive a compensation in the amount of THB 600.- with the exception that the delay caused by an uncontrollable incidents such as the political unrest, strike, bad weather condition, airport security etc. (v) Over 6 hours  Follow procedure as stated in “Over 3 but not exceed 5 hours”. downloaded  Arrange accommodation including transfer to and from the airport.if  Pay a compensation in the amount of THB1200 to Passengers with the exception that the delayed information is advised to the Passengers 3 days prior to the departure of the reserved flight and a new flight which DEP/ARR time is not later than 3 hours from the STD of the delayed flight.  Exception the delay caused by uncontrollable incidents such as political unrest, strike, bad weather condition, airport authority, industrial disputes outside the control of NOK, Air Traffic Control, Terrorist alert and Security reasons, Acts of God etc. NOTE: All procedures stated above is in accordance with the announcement of the Ministry of Transportation regarding “Right of Passengers using Thai air Uncontrolled transportation service in domestic routes policy” announced on October 6, 2009.

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

Flight Cancellation (i) Contact Passengers If a flight is decided to be cancelled 2 hours or more before its STD, NOK shall try to contact Passengers by phone/e- mail/SMS. Otherwise, Passenger shall be informed upon check- in. (ii) Passenger Options  Passengers of a cancelled flight are offered one of the following;  Change or re-route flight to the next available NOK flight without paying fees (subject to seat availability) printed  Open Booking 3 months  Transferred to other airlines (subject to seator availability)  Choose to travel by other transportations such as bus or van with full amount refund of paid airfares (Pay by cash and credit card, refund within 45 days and the Passenger Flight Claim Form shall be completed)  Arrange accommodation including transfer to and from the airport.(If needed)  Refreshments/snacks/meal (depending on time of the day) shall be provided to the Passengers. The local procedure at each station is applied.  Pay a compensation in the amount of THB1200 to Passengers with the exception that the information of cancelled flight is advised to Passengers 3 days prior to the departuredownloaded of the reserved flight and a new flight which DEP/ARR time is not later than 3 hours from the STD of cancelledif flight.  Exception the cancellation caused by uncontrollable incidents such as political unrest, strike, bad weather condition, airport authority, industrial disputes outside the control of NOK, Air Traffic Control, Terrorist alert and Security reasons, Acts of God etc.  Accommodation  In case of the cancellation causes the Passenger to stay overnight, NOK shall arrange and pay for one night hotel accommodation, including meal (depending on time of the day) and transfer to and from the airport. The hotle is chosen by NOK. If the Passenger has own accommodation, NOK shall Uncontrolled reimburse only transportation expenses up to THB500.

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Ground Operations Manual Chapter 5 Passenger Handling Procedures

Service Recovery Matrix of NOK. Delay

(f) Up to 1 to 3 Over 3 ≤ Over 5 ≤ Over 6 Cancellation 1 hour hrs. 5 hrs. 6 hrs. hrs.

1.SMS 2.Call Out 3.Stand by phone 4.Change flight printed 5.Open ticket 3

months 6.Refund or 7.Re-Route 8.Transfer to other airline (g) (h) 9.Refreshment

10.Hotel

11.Transport Reimburst for Up to

Pax with own THB 500 accommodations

12.Compensation downloaded THB 600 THB 1,200 THB 1,200 if Note: (a) For abroad stations, the passenger rights may comply with the State regulations. (b) The following options may be considered if deemed appropriate: (i) Open ticket 1 month for uncontrollable incidents such as accident, sickness or other reasonable cases. (ii) Open ticket 3 months for uncontrollable delay such as political unrest, strike, bad weather condition, airport authority, industrial disputes outside the control of NOK, Air Traffic Control, Terrorist alert and Security reasons, Acts of God etc. Uncontrolled

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Aircraft return to bay (a) Sick Passengers (i) GA/GHA contact medical center to request an ambulance car to the aircraft side. (ii) GA/GHA ensure with ramp master to offload Passenger with/without baggage. (iii) GA/GHA re-confirm new total of Passenger load to Ramp Master. (b) Aircraft Failure (i) The GA/GHA check Passenger load to prepare transit card for re-boarding. printed (ii) Ramp Master ensures with licensed engineer that the aircraft can be returned to service. or (iii) In case of Aircraft on Ground (AOG), Duty manager contact to Flight Operation for managing the aircraft allocation. (iv) The GA/GHA announces the new departure time to Passenger. (v) Re-boarding.

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Flight Interruption Manifest (FIM) The Flight interruption Manifest (FIM) will only be used in unforeseen and extreme scenarios which require additional considerations. The FIM should only be activated by the NOK Supervisor upon approval form Duty Manager and Station Manager and should be carried out only with NOK’s appointed partners. The following criteria should be met: (a) Unable to accommodate the passenger on NOK flights due to the fault of NOK. (b) Massive threat to flight departure and threat to NOK reputation if a FIM is not utilized.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

6 BAGGAGE HANDLING PROCEDURES

6.1 CABIN BAGGAGE

Definition Cabin baggage is baggage that is carried and stowed in the cabin under the passengers control and custody. It is commonly referred to as carry-on baggage or unchecked baggage.

Types of Cabin Baggage Cabin baggage includes: printed (a) The weight of passenger cabin baggage, except courier baggage (b) Baggage, large articles and service animals, shall be disregarded as it is not included in the passenger standard weightsor (Refer LCP 14.2.1) (c) Service Animal (i) Service Animal in the cabin shall be registered on then load sheet with a standard weight of 30 kg. (d) Special items permitted by the operator that may require prior arrangement, notification and/or specialized screening requirements or additional charges. (e) Items of dangerous goods permitted in passenger baggage that require prior approval by the NOK, see “Table of Provision for Dangerous Goods Carried by Passengers or Crew on Nok Air”. downloaded Acceptance (a) Acceptance Policiesif Cabin baggage cannot be accepted if it: (i) Is unsuitable for air carriage due to its weight, size or nature. (ii) Cannot fit under the seat or be stowed in the overhead compartment. (iii) Is unsuitably packed. (b) Restrictions (i) Certain items, because of their weight, size or nature are only accepted with the consent of NOK. (ii) For security reasons, many countries restrict the carriage of liquids, aerosols and gels in hand baggage (Refer to AIRPORT UncontrolledAUTHORITY) . (iii) Items refused by security screening must be hold-checked as per the NOK policy.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Procedure at Check-In Assess the size, weight and intended number of pieces of carry-on baggage to meet NOK standard (Refer to GOM 6.2.2 (b)). (a) Weigh carry-on bags if they appear to exceed the specified weight/size limit. (b) Refer the passenger to the baggage scale, if available. (c) If the carry-on baggage exceeds the free allowance size and/or weight, it shall be hold-checked, and charged if applicable. (d) Be aware of commonly carried dangerous goods items and ask the passenger of these being carried. printed Procedure at Boarding Check for items which are unacceptable, oversized, overweightor or exceed the number of pieces as free carry-on baggage, using the cabin baggage testing unit with scale if applicable. (a) Check with the passenger that the baggage contents are in compliance with the Table of Provisions for Dangerous Goods Carried by Passengers and Crew on NOK AIR. Have the passenger remove any items specifically prohibited in hold baggage. (b) Advise the passenger to remove any personal documents or medications. (c) Collect any other cabin baggage that cannot be accommodated on board due to limited storage space. (d) Tag bag to the final destination. (e) Ensure the baggagedownloaded tagged at the gate is taken into account for load control. (f) Inform the passengerif of pick up at the baggage claim area or delivery at aircraft door if applicable. (g) Advise ramp master and/or Load Control of the gate baggage to be loaded.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.2 CHECKED BAGGAGE

Definition and General Terms Checked baggage is baggage for which the carrier takes custody and issues a baggage check. (a) Checked baggage is carried in the hold of the aircraft on which the passenger is travelling. (b) NOK may refuse to carry checked baggage which is inadequately packed or unsuitable for air carriage due to its weight, size or nature. (c) Every piece of baggage must display the passenger's name. NOTE: Certain items, because of their weight, size or nature, are only accepted with consent of NOK. printed Baggage Allowance Passengers are entitled to a pre-determined checked baggageor allowance set by NOK, which can vary based on the fare paid, passenger category, routing, group status or class. (a) Checked Baggage Allowance (i) Normal Passenger Passengers may carry free of charge of checked baggage subject to the following conditions and limitations: Travel Normal Passenger (kg) Nok Fan Club Class

Domestic International Nok Nok Nok Nok Smile Smile Baby Kids downloaded(kg) Plus (kg) (kg) (kg) Promotion 0 if 0 +5 +10 +5 +5

Nok Eco 15 20 +5 +10 +5 +5 Nok Flexi 20 20 +5 +10 +5 +5

(ii) Government Passengers Travel Government Passenger Nok Fan Club Class (kg)

Domestic International Nok Smile Nok Smile Plus (kg) (kg) UncontrolledPromotion 0 0 +5 +10 Nok Eco 30 30 +5 +10 Nok Flexi 40 40 +5 +10

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Remark: Government Passengers with both Nok Eco and Nok Flexi are also entitled for free 20 kg extra for sporting equipment on both domestic and international flights.

(iii) Corporate Passengers

Travel Corporate Passenger (kg) Nok Fan Club Class

Domestic International Nok Smile Nok Smile Plus (kg) (kg) Promotion 0 0 +5 +10 printed Nok Eco 25 25 +5 +10 Nok Flexi 30 30 +5 or +10

Remark: Corporate Passengers with Nok Flexi are also entitled for free 20 kg extra for sporting equipment on both domestic and international flights. (b) Carry-on Baggage Allowance One (1) piece of Hand Baggage is allowed to be carried on board provided that it does not exceed 7 kg per passenger for both domestic and international flight. Its dimension, which is applicable for all NOK aircraft types, shall not exceed:

Dimension Length Height Width All aircraft types 56 cm 36 cm 23 cm (22 inches)downloaded (14 inches) (9 inches) (c) Priority Baggageif The use of priority tag is for the following passengers; (i) NOK Smile Plus (ii) MP/SN (iii) Special Care Passenger (iv) Baby NOK (v) NOK Kids Club (vi) Premium Seats (vii) Other passengers as entitled by Commercial Department (d) Pooling of checked baggage UncontrolledWhere two or more passengers are travelling with the same booking number and present themselves and baggage for check-in at the same time, passengers are permitted a total free baggage allowance equal to the combination of their individual free baggage allowance.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

To comply with passenger and baggage reconciliation requirements, each passenger of a non-family group should be given their own baggage claim checks.

Special Checked Baggage Surcharge is applied to baggage requiring special handling or special care, such as archery equipment, surfboard, bicycles, tandem bicycles, fishing equipment.

Within free Packing Items baggage Surcharge Remark required allowance Ammunition printed Yes Yes No & Firearms Archery THB 500 per No Yes or Equipment piece Fishing THB 500 per No Yes Equipment piece THB 500 per Surfboard No Yes piece 1st piece free of charge Bicycles No Yes from 2nd piece THB 500 each Golf Clubs Yes Yes No Diving No (tank shall Yes No Equipment be empty) Service downloaded No No No Animal if Yes (Comply with Wheelchairs IATA Yes No with batteries Dangerous Goods Regulation)

Note: (a) A wheelchair, baby stroller and baby car seat or mobility devices are allowed to be loaded free of charge in addition to free baggage allowance. (b) The number and weight of such item shall be included and noted into check-in system. Uncontrolled

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Excess Baggage

(a) If a Passenger’s baggage weight exceeds his or her baggage allowance, it is necessary for GA/GHA to charge for the excess weight carried. Passengers will be required to pay a charge for carriage of checked baggage in excess at the rates set out in NOK commercial policy found on the website. The excess checked baggage rate may vary from time to time. (b) The excess baggage charges calculation apply to individual sector basis. (c) All excess baggage shall be assessed and charged before the Passenger boards the aircraft. printed (d) Payment Procedures for Stations where NOK operates within Thailand (i) Advise the Passenger of the payment charge and orwhere this can be paid, i.e. the sale booth. (ii) Check-in the Passenger as normal. GA writes the exceeding baggage weight on the small portion of the boarding pass and the other portion of it is to be destroyed. (iii) Ask the Passenger to proceed to the sale booth for the payment and inform him or her to collect the boarding pass at the sale booth. (iv) Sale booth GA collect the payment of the applicable excess charge and issues the appropriate receipt. (v) Sale booth GA reprints the complete boarding pass for the Passenger. downloaded (e) Payment Procedures for Abroad Stations where handled by GHA (i) Adivse theif Passenger of the payment charge and where this can be paid, i.e. the sale booth or service counter. (ii) Check-in the Passenger as per normal and place the Passenger’s boarding pass aside. Issue excess charge slip to Passenger to proceed to the sale booth or service counter. (iii) Ask the Passenger to make the payment and inform him or her to collect the boarding pass from the check-in GHA after the payment and receipt is shown. (iv) The sale booth or service counter GHA should collect payment for the applicable excess charge and issue the appropriate receipt.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Standard Baggage Check-In Accept checked baggage that is appropriately packaged and labeled with passenger identification. (a) Ensure dangerous goods signage is on display at every check-in counter. (b) Review weight and pieces information for recording in the NDD and for applying appropriate fees. (c) If applicable, ask the passenger any required security related questions. (d) Agent should be aware of items due to their nature that might contain dangerous goods (See List of Hidden Dangerous in Appendix D). printed Baggage Tags (a) All old tags must be removed. or (b) Apply appropriate destination tag and handling tags. (c) Place tags in an easily readable location, and where they will not easily be torn off. (d) Follow tag instructions, and do not stick glue directly to passenger baggage. (e) Use limited release tags as per NOK policy. (f) Follow NOK procedure with respect to supplementary tags on baggage items, such as: (i) Priority tags–to identify Priority baggage to be off-loaded first, and segregated as per carrier. (ii) Limited Releasedownloaded Tags–used on fragile or unsuitably packaged items. if (iii) Fragile Sticker–requires extra care in handling. (iv) Connection tags–may require segregation on loading and offloading. (v) Heavy Tag-used for any checked baggage with the weight of 23 kg to 30 kg. NOTE: Those kinds of baggage above must be loaded at the door side compartment of aircraft, and must be ensure that it will be off-loaded first and proceed to baggage claim as soon as possible.

Undeclared Weapons Discovered in Checked Baggage UncontrolledIf a passenger is found to be in possession of undeclared (firearms ammunition and weapons without supporting documents, NOK must inform the Police and Airport Authority immediately.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.3 SPECIAL BAGGAGE

Oversized Baggage General Baggage is bulky/oversized as defined by the NOK policy and/or its weight exceeds 23 kg but not more than 30 kg. Any item exceeding 30 kg will not be accepted and must be repacked to comply with the maximum weight allowance.

Crew Baggage (a) Crew checked baggage (if any) can be accepted at the NOK check-in counter. The crew checked baggage allowance is 15kg per crewprinted and the bag must be loaded in compartment. (b) The Load Control Officer/Ramp Master must be informedor on the number of crew bags checked in by crew. This information will be indicated in the post flight message for the next station. (c) NOK’s Limited Release tags are used for this purpose. The check-in GA/GHA should verbally verify with crew to ensure correct information is reflected on the tags.

Gate Intercepted Baggage (a) Applicability Apply the “Gate Intercepted Baggage” procedure for: (i) Fully collapsible baby strollers; (larger baby carriages/ prams/ car seats mustdownloaded be checked-in). (ii) Wheelchairs and mobility aids which are not needed during the flight andif cannot be stored in the cabin. (iii) Regular carry-on baggage on small aircraft with limited stowage space in the cabin. Do not use the “delivery at aircraft” procedure for expensive items (e.g. laptop computers, large video cameras, etc.), valuable or important documents, etc., as such items should remain with the passenger. (b) Procedure at Boarding Gate (i) Ensure Gate Intercepted Baggage do not contain Dangerous Goods by referring to Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK AIR (see Appendix D) and are tagged with LR. Uncontrolled(ii) Ensure that Ramp Masters are advised about gate intercepted baggage for proper handling and that their loading position are noted on the Load Message under SI–Remark.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Note: It is the responsibility of ramp master to ensure before loading that any intercepted baggage is; (i) properly tagged; (ii) appropriately packed or securely loaded to prevent any damage to the handling personnel, property or aircraft. (c) Procedure at Arrival Upon arrival, as per the LDM and/or crew request, unload the Intercepted items/baggage and delivery to the aircraft door. (d) Security Procedure for Ad-Hoc Disembarking Passengers If a passenger disembarks, check if any Retrieved baggage has been loaded for the passenger, when in doubt, perform a full Retrievedprinted baggage identification.

Sporting Equipment or Generally, sporting equipment will be presented as separate pieces of checked baggage. Accept sporting equipment as per NOK procedure. (a) Apply procedures for fees and charges, and special handling if required. (b) Load as per NOK checked baggage instructions. (c) Use limited release tag if required.

Musical Instruments (a) Passengers travelingdownloaded with bulky musical instrument (e.g. Cello) are required to check in their instrument(s). The weight of instruments shall be includedif in the free checked baggage allowance. If it exceeds the allowance, the applicable excess charges shall be applied. (b) The instruments will be marked with “Fragile” tags and the Passenger will be required to sign a Limited Release. The following conditions must be met before their instruments will be accepted: (i) NOK will not assume liability for any damage(s) that may result as stipulated under the Limited Release. (ii) Passengers must hold separate insurance policies for the instrument(s). These policies may not be readily available at the airports. (c) The GA/GHA are to handle the instruments with extra care and attention. Uncontrolled

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Wheelchairs and Mobility Aids (a) Handling Wheelchairs/Mobility Aids Apply the “delivery at aircraft” procedure when personal collapsible wheelchair / mobility aid device, are delivered to the gate. Verify with and advise the passenger accordingly. Ensure the wheelchair / mobility aid have a name label, tag and destination tag on it. (i) If applicable, issue a NOTOC and advise the pilot in command of the location of the wheelchair or mobility aid device. (ii) Stow and secure the wheelchair/mobility aid device to prevent unintentional operation and ensure it is protected from being damaged by the movement of baggage, mail or cargo. (iii) Ensure load control are aware of the carriage of electric mobilityprinted aids. (b) Wheelchairs or other Battery Operated Mobility Aids or There are two main types of batteries used with wheel chairs or mobility aid devices:

Type of battery Description

Non-spillable battery Dry battery (including integrated battery) Gel type battery Wet (sealed) battery Lithium-ion battery Spillable battery downloaded*Wet battery (*check NOK policy) (c) Accepting Wheelchairs/Mobilityif Aids with Non-Spillable Batteries Pre-notification may be required and acceptance is subject to operator approval. (i) Battery terminals must be insulated to prevent accidental short circuits, e.g. by being enclosed within a battery container. (ii) Battery must be securely attached to the wheelchair.

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Accepting Wheelchairs/Mobility Aids with Spillable Batteries (only if accepted by the operator) Pre-notification is required and acceptance is subject to operator approval. (a) Packing rules: (i) Wheelchair must be loaded, stowed, secured and unloaded while maintaining an upright position. (ii) Battery terminals must be insulated to prevent accidental short circuits, e.g. by being enclosed within a battery container. (iii) Battery must be securely attached to the wheelchair. (b) Battery must be carried in strong, rigid packaging as follows: (i) The outside packaging must be leak-tight, impervious to printedbattery fluid and protected against spilling by securing them in cargo compartments using appropriate means of such oras restraining straps, brackets or holders. (ii) The battery terminals must be protected against short circuits. (iii) The battery must be secured upright in the packaging and be surrounded by compatible absorbent material sufficient to absorb its total liquids. (iv) The outside packaging must be marked “battery–wet–with wheelchair”. (v) The outside packaging must be labeled with the “corrosive” label. (c) Battery must not be loaded if not packaged appropriately.

Accepting Wheelchairs/Mobilitydownloaded Aids with Non-Spillable Batteries Pre-notification is requiredif and acceptance is subject to operator approval. (a) NOK must verify: (i) The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container (ii) The battery is securely attached to the wheelchair or mobility aid (iii) Electrical circuits have been inhibited. (b) Mobility aids must be secured against movement in the cargo hold and must be carried in a manner so that they are protected from being damaged by the movement of baggage, mail or other cargo; (c) Where a battery-powered wheelchair or other similar mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible). Uncontrolled

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 6-11

Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.4 BAGGAGE HANDLING

Baggage Room Preparation General The baggage room must prepare a sufficient and pre-determined number of baggage carts in accordance with the expected passenger load for a flight.

Baggage Tags Apply sorting and loading procedures into containers and cards based on NOK policy with respect to checked items tagged as: printed (a) Priority baggage (b) Connection baggage or (c) Fragile baggage (d) Items with limited release tag (e) Heavy tag

Baggage Cut-Off Load Verification Process Once a flight has been closed for check-in, the baggage room lead or the baggage supervisor will: (a) Review total pieces for each baggage cart (b) Pass on all baggage Cart figures including baggage counts for each container number and baggage Cart numbers so that the total load summary can be prepared;downloaded (c) Conduct a baggage room sweep to ensure there are no left behind bags. if (d) If baggage is left behind, report to Lost and Found Function. Appropriate messages must be sent to the down line station and arrangements made to expedite the return of the bag to the passenger.

Removal of Checked Baggage If instructed to remove hold checked baggage, obtain the name and security number and number of pieces of baggage requiring removal. Refer to electronic records or the bingo sheets (if available) to identify the Baggage Cart where the baggage is located in order to offload. The baggage is removed and must be re-screened prior to returning it to Uncontrolledpassenger services for further handling, subject to local security procedures. In certain countries, higher baggage screening standards may apply and must therefore be followed.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Always communicate with gate or operator staff with respect to the addition or removal of any checked baggage.

Transfer Baggage-Special Cases

Through- Case Remark labeling Customs clearance required No Advise passenger to pick up at the transfer point baggage at the transfer point. Refer to TIM/TIMATIC for country rules. The passenger specifically No Inform the passenger about the risk wants his baggage at a of missing the connecting flight.printed transfer point

or Short Connection Baggage (a) Definition Short connection baggage is baggage of passengers having an onward connection out of a hub with a short scheduled connecting time which is below the standard Minimum Connecting Time (MCT). (b) Identification Short connection baggage is identified by a remark on the baggage tag. (c) Handling Short Connection Baggage Apply the following short connection baggage procedure at outstations. downloaded (i) Identifyif all short connections out of the hub airport. (ii) Handle and prioritize as per NOK procedure.

Items left behind in the Aircraft “Found Items" are articles left behind by passengers in an NOK aircraft cabin and subsequently found by ground handling staff, cabin/cockpit crew members or other passengers, upon termination of a flight. (a) Handling of Left Behind Items (i) Care must be exercised when handling suspicious articles left behind by passengers in the aircraft cabin. (ii) During threat level RED, an unexposed or fully wrapped-up article left behind in the aircraft cabin shall not be touched or Uncontrolledremoved. It shall be referred to the security personnel or local authority (where applicable).

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

(iii) Left behind items from any NOK flight shall be security screened before being taken into custody. (iv) Special attention must be paid to left behind item from countries with political or civil unrest. (v) Information regarding the flight number, date and seat number or closest seat where the item was found should be clearly indicated. In case of items found outside the aircraft, the area where it was found should be mentioned. (vi) If possible the identity of the passenger should be established and an attempt should be made to contact the passenger and return the article after proper verification. Whenever an article is returned an acknowledgement should be taken, and the boarding pass or visiting card should be attached to printed it. The return / delivery of the article should be recorded. (vii) All left behind items shall be brought to Lost andor Found and logged by GA/GHA. The items shall be kept for at least 6 month (except perishables) pending claim by their owners. Concurrence shall be sought from NOK Station Manager regarding the proper disposal of any found item or baggage.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.5 BAGGAGE LOADING

NOK shall establish procedures to ensure the accurate and safe loading/unloading of the aircraft. This should include: (a) Off-loading and loading information/instructions including any special load: (b) Ensure compliance between loading instructions and load presented; (c) Check condition of locks and restraints that could affect the load capacity of aircraft prior to loading; (d) Ensure baggage, cargo and mail etc. correctly tagged and properly secured; (e) Ensure bulk load is correctly secured; printed (f) Ensure lashing/load spreading is correct e.g.special loads etc.: (g) Ensure that special loads, are stowed according or to regulatory requirement; (h) Upon completion of loading, the number of loaded items should be confirmed or deviations should be advised.

Loading/Unloading Principles (a) Principles of Loading The following guidelines by which loading are carried out should be closely adhered to: (i) Loading should be done in the reverse order of unloading. (ii) Always load cargo, mail and courier bags before passenger baggage, asdownloaded passenger baggage need to be off loaded first at destination. (iii) Ensureif that joining cargo, mail and courier bags at a transit station do not over stow passenger baggage for route and destination stations. (iv) Lash all dead load securely in position with approved lashing. All nets must be securely positioned so that dead load does not shift in flight and disturb the calculated center of gravity position. The strain imposed on each lashing point should not exceed the maximum load permitted for that point. (v) Small articles must not be stowed in areas where they can become hidden by any part of the aircraft structure. (vi) Distribute the load so that unloading at enroute stations will have minimum effect on the aircraft trim. Uncontrolled(vii) Do not load any item in the aircraft if it is incorrectly packed and likely to cause damange to the aircraft or other load and/or likely to contaminate the aircraft or other load.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

(viii) Endeavour to load articles so that labels and tags remain visible. Observe specific instructions on labels and marks such as “Fragile”, “This Side Up” etc.

Securing of Load in the Aircraft When transporting load in an aircraft: (a) It shall be secured so that it cannot move during the flight, which could dangerously shift the center of gravity of the aircraft. (b) It cannot cause damage to the aircraft structure or other important parts of the aircraft. (c) In the case of an emergency landing neither passengers nor crew are injured by the load. printed Load in bulk compartments is generally sucured by door nets, net sector and divider nets. or (a) Following loads shall not move upward or horizontally during flight. If the available volume of the compartment or net sector is not completely filled with load, lashing is necessary for (i) Load which is sensitive against shocks or tilting (ii) Barrels or drums fulled with liquids, paste-like materials, granules, powders or similar material (iii) Small pieces with a high individual weight (high density cargo) (iv) Pipes, tubes, bars, beams, planks, ploes or similar pieces,etc

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 6-16

Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.6 BAGGAGE SECURITY

General Each piece of hold baggage shall be protected against unauthorized access from the point it is accepted for carriage (including off-airport check-in) or screened, whichever is earlier up until it is loaded into the aircraft hole. Security measures shall be implemented for storage, handling systems and loading to ensure prevention of unauthorized access, tampering or introduction of prohibited articles into the hold baggage. Screened hold baggage should be kept under surveillance at all times (CCTV, physical presence etc.)

Handling of Hold Baggage printed If passengers and crew members are required to personally identify their hold baggage before loading, do not load any baggage not identified.or Ensure there is no opportunity for the exchange of cabin baggage for hold baggage which may contain items to be used in a planned act of unlawful interference. When screening of hold baggage gives rise to suspicion regarding the contents, the local screening authority will proceed as per local regulations.

Carriage of Weapons in Hold Baggage PROCEDURE FOR CARRIAGE OF FIREARMS AND WEAPONS (DOMESTIC FLIGHT ONLY) Legal provisions and regulations As per Act on Certain Offencesdownloaded Against Air Navigation B.E.2558 (2015), Passenger carrying fireams and weapons are obligated to notify the local airport authority of ifspecific bag containing firearms and ammunition. The acceptance procedures shall be follow; (a) Passenger inform ground staff at check-in counter that he/she carrying fireams. (b) Ground staff inform Security Section, Airport Authority, to arrange Airport Security Guard to assist passenger and ground staff to airport fireams check room to “Clear Gun” and pack the firearm and ammunition in container or security item bag and lock with key or combination lock. (c) “Clear Gun” procedure shall be done by Passenger himself under supervision of qualified Airport Authority personel and will issue “Security Article Tag” to passenger to reclaim firearm and ammunition Uncontrolledat destination airport. From this point, passenger proceed to boarding gate via normal passenger screening point. (d) Ground staff under escort of Airport Security Guard, carry container or security bag of firearm and ammunition proceed to the aircraft.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

(e) Ground staff and Airport Security Guard to ascertained that the container or security item bag is loaded to the aircraft cargo compartment. (f) Advised destination station for further action up on the arrival. (g) At destination airport container or security, item bag must be escort by guard to the arrival hall until passenger reclaim the firearm and ammunition.

Security Removed Items Items not permitted in hand baggage that are removed by security screening personnel may only be accepted in checked baggage, as per NOK handling and acceptance procedures. printed

Transfer and Connecting Baggage or When passengers have to collect their hold baggage during the transfer process (because of immigration or security policies of a State), treat hold baggage as originating baggage. (a) If baggage is collected landside, submit it to screening before loading on the aircraft. (b) If the baggage is collected and transferred in the sterile area, re- screening may not be necessary. Interline, transfer and connecting baggage must follow the reconciliation procedures as originating baggage.

Baggage Reconciliationdownloaded Baggage reconciliation is done either using a Baggage Reconciliation system, or manuallyif , using a baggage reconciliation grid chart. During the reconciliation process, the staff matches the details of the bags received with the details o the bags checked in. The staffs allocated to this area have a responsible job to do. (a) Liaise with check-in regarding commencement of check-in. (b) Ensure required numbers of trolleys are in place. (c) Ensure sufficient numbers of baggage-handling staff are in position. (d) Brief the staff and monitor the segregation of baggage – priority tags, destination tags and Transfer baggage – domestic and international.

Uncontrolled Dangerous Goods in Baggage Passengers and crew may carry items in their baggage which can be considered dangerous goods.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Refer to the Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK AIR for handling and acceptance procedures, and for a list of accepted dangerous goods for passenger use. GA/GHA should be aware of commonly carried items and question passengers where there is a suspicion of their carriage. (e.g. camping equipment, hunters). Should undeclared or mis-declared dangerous goods be discovered, this must be reported to the operator and Supervisor, State Authority, and all items not be permitted to travel (Refer Appendix D Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK AIR).

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.7 MISHANDLED BAGGAGE

Processing Mishandled Baggage When a passenger makes a report for the loss, damage or pilferage, of his/her baggage, a copy of the Property Irregularity Report (PIR) must be completed. In addition, the following requirements must be satisfied:  Confirm the number of baggage pieces in passenger's possession, out of total number checked-in.  Confirm the weight of baggage in passenger's possession, as against the weight reflected in the Check-in system.  Ascertain the balance in weight which is the subject of the baggage irregularity report. printed  When a passenger's missing baggage is located, take immediate steps to return baggage to passenger, after ascertaining proof of ownership. or  Keep passengers informed of tracing efforts every 24 hours.

Storage and Handling Mishandled/Unidentified/Unclaimed Baggage Enter mishandled or unclaimed found baggage details into tracing system (NDD). Hold such baggage in a safe and secure area where access is controlled. Where required, make sure such baggage is subject to security controls before being loaded into an aircraft. These controls could include a combination of: (a) Manual search; downloaded (b) X-ray; if In addition: (c) “RUSH” tag to be used; (d) Follow the security requirements of the forwarding carrier; (e) It is preferable to load unaccompanied baggage in the Aft Bulk hold of the aircraft and / or separate from regular baggage; (f) The number of unaccompanied bags with a “RUSH” tag must be included in the total load summary.

Mishandled Mobility Aids Damaged, delayed or missing mobility aids should be handled as priority: Uncontrolled(a) Provide a suitable equivalent loaned item or replacement as needed and as per operator policy. (b) Arrange for the repair or replacement of the item of needed.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Legal Time Limits for Reporting Loss, delay, damage or pilferage of baggage must be reported immediately upon arrival, or within 7 days for damage, 21 days for delay, subject to operator procedures. Follow NOK Terms and Conditions.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

6.8 DANGEROUS GOODS Dangerous goods are commodities possessing potentially hazardous characteristics. These characteristics will not make transport by air hazardous provided that suitable precautions are taken.

Categories Dangerous Goods may be divided into 3 categories: (a) Dangerous Goods Permitted: Some dangerous goods may be carried on the aircraft as cargo where applicable. The dangerous goods are properly prepared for transportation as per IATA Dangerous Goods regulations of Carriage. However, this category is not applicable on NOK’s flights. printed (b) Dangerous Goods Forbidden: Certain dangerous goods are considered to be dangerous for transport by air. Specialor care is to be taken to ensure that such goods are not accepted for transportation. These are clearly defined in the IATA dangerous goods regulations manual and shall be strictly followed. (c) Dangerous Goods Accepted: Dangerous goods shall not be carried in or as passengers or crew, checked or carry-on baggage, except as otherwise provided in “Table of Provisions fro Dangerous Goods Carried by Passengers or Crew on NOK AIR” (See Appendix D).

Process When Accepting Dangerous Goods as Passenger/Crew Baggage (a) GA/GHA shall check “Table of Provisions for Dangerous Goods Carried by Passengersdownloaded or Crew on NOK AIR” (See Appendix D) to ensure that the quantities, packaging, labeling/marking, standards/rating,if purpose of carriage and, where applicable, the credentials of the person carrying the item, all comply with the regulations. (b) GA/GHA shall check if prior approval was already sought, via a remark in the PNR or an email and this approval has been already given. If not, then the staff shall take a decision whether to allow it or not. (c) In the event that the Dangerous Goods is accepted, GA/GHA shall record its type and content in the remark in NDD/local check-in system. (d) Ramp Master shall issue the Loading Instructions to the Loading Officer with specific mention of the item and loading/stowage instructions. The same shall be noted in the Load Distribution message. Uncontrolled(e) Additionally, in cases where the Pilot needs to be notified, a NOTOC shall be prepared by the Ramp Master and signed by the captain before departure.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

(f) Despite the provisions of IATA DGR 2.3.A, as a policy, the following are NOT accepted for carriage on NOK flights: Small gaseous oxygen/air cylinders for medical use, avalanche rescue backpacks, carbon-dioxide cylinders or other suitable gas cylinders fitted into self- inflating life vests, Chemical Agent monitoring instruments containing radioactive material. Procedure if Dangerous Goods not permitted is detected in Passenger Baggage (a) Detected during Check-in: If the passenger declares he/she is carrying dangerous goods not permitted when GA/GHA seeks confirmation that he/she is not carrying such items, then the below procedure is to be followedprinted : (i) Inform the passenger that this item is not permitted and hand it back to the passenger for disposal. (ii) For explosives, arms and ammunition, items or prohibited by Security regulations. (b) Detected In-line Screening of Checked Baggage: When checking in the passenger, it is the responsibility of GA/GHA to seek confirmation from the passenger that he/she is not carrying dangerous goods not permitted. However, if dangerous goods not permitted is detected during in-line screening, then the following procedure is followed. (i) The In-line screener will hand over the bag to our staff for airline disposal. (ii) GA/GHA shall ascertain the details of all bags registered under that passenger's name and inform the Baggage Sorting area staff to hold backdownloaded all the remaining bags till further notice. (iii) GA/GHAif shall then take custody of the bag containing the dangerous goods item not permitted and page for the passenger. (iv) Once the passenger responds to the paging, GA/GHA shall inform the passenger about the dangerous goods item not permitted. (v) The bag will be handed over to the passenger to dispose of. (vi) In case the passenger is able to dispose of the bag or book the bag as cargo and now wishes to travel, the baggage details for that bag shall be deleted from the check-in system and the remaining bags loaded on the flight and the passenger allowed to travel. (vii) If the passenger is unable to travel, then the remaining bags, if Uncontrolledany, sha ll be brought back from the Baggage Sortation area and handed back to the passenger. The passenger and his/her bags shall be offloaded from the flight in the check-in system and a

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

comment added in the check-in system with the reason for offload. (c) Detected at the X-ray screening point before check-in: The screener will inform the passenger and will ensure the passenger is not accepted for the flight until the items is removed from the checked-in baggage. (d) Detected at the Security checkpoint before boarding or Secondary Checks of hand-baggage: The screener will inform the passenger. (e) Unclaimed / undelivered DGR shall be disposed of by the airline as per the prevailing State Regulations and local Airport Operator‟s regulations in force at that airport. printed (f) In the event dangerous goods not permitted for carriage on board the aircraft is discovered in passenger baggage, a record ofor the same has to be maintained and periodic update of all such undeclared dangerous goods detected is sent to Safety Department and to the regulatory authorities is applicable.

Batteries (ref IATA DGR 2.3.4.7) (a) No more than two spare lithium metal or lithium ion cells/batteries may be carried in carry-on baggage only. (b) Spare batteries must be individually protected so as to prevent short circuits (by placement in original retail packaging or by otherwise insulating terminals, e.g. by taping over exposed terminals or placing each battery in a separate plastic bag or protective pouch); (c) Each installed or sparedownloaded battery shall not exceed the following: (i) For lithium metal batteries, a lithium content of not more than 8 g; or if (ii) For lithium ion batteries, a watt-hour rating of not more than 160 Wh.

Carriage of Power Driven Wheelchairs NOK accepts Power Driven Wheelchairs, assistive devices or other mobility equipment as checked baggage from Passengers with mobility disability who are dependent on the equipment. The wheelchair, assistive device or mobility equipment will be carried free of charge. Ensure that wheelchairs or other battery powered mobility aids are carried in such a manner so as to prevent unintentional operation and that the wheelchair/ mobility aid is protected from being damaged by the movement of baggage, mail, stores Uncontrolledor cargo. It is recommended that passengers make advance arrangements with the airline. Power Driven Wheelchairs and assistive devices will have a battery which could be a dry battery or a wet (spillable) battery. (a) Non-Spillable batteries :

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Dry batteries shall be disconnected and the terminals insulated to prevent accidental short circuit e.g. by being enclosed within a battery container, and the battery should be securely attached to the wheel chair or mobility aid. Batteries shall comply with Dangerous Goods regulations Special Provision A67 or the vibration and pressure differential tests of Packing Instruction 806 and shall be without leakage of battery fluid. (b) Spillable Batteries : Wheelchairs/Mobility Aids with spillable batteries should have their terminals insulated to prevent accidental short circuit e.g. by being enclosed within a battery container, and the battery should be securely attached to the wheelchair/mobility aid. The wheelchair shall be loaded, stowed, secured and unloaded always in the uprightprinted position. If the wheelchair cannot be loaded, stowed, secured and unloaded always in the upright position, the battery shall be removed and the wheelchair may then be carried as checked orbaggage. The removed battery shall be drained and carried in strong, rigid packaging as follows: (i) Packaging‟s shall be leak-tight, impervious to battery fluid and be protected against upset by securing or by securing them in cargo compartments using appropriate means of securement (other than by bracing with freight or baggage) such as by use of restraining straps, brackets or holders; (ii) Batteries shall be protected against short circuits, secured upright in these packaging‟s and surrounded by compatible absorbent material sufficient to absorb their total liquid contents; and These packaging‟s must be marked “BATTERY, WET, WITH WHEELCHAIR” or “BATTERY, WET, WITH MOBILITY AID”downloaded and be labeled with the “Corrosive” label and with the “Package Orientation” label. It is also recommended that spillableif batteries be fitted with “non spill” or “spill resistant” vent caps when feasible. (c) Lithium Batteries : Ensure that battery terminals are protected from short circuits, e.g. by being enclosed within a battery container, and the battery is securely attached to the wheelchair or mobility aid. In cases where the wheelchair requires disassembly for loading in the aircraft and then reassembly on arrival at destination, the Passenger should provide written instructions concerning the disassembly and reassembly of their wheelchairs. The Pilot in Command (PIC) shall be informed through the NOTOC, the location of a wheelchair/mobility aid with an installed battery or the location of a packed battery. UncontrolledThe destination station and transit or transfer station shall be informed about power driven wheelchair or assistive device including battery type, the loading location, and precautions if any, to be taken while offloading, including the Passenger‟s name.

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Ground Operations Manual Chapter 6 Baggage Handling Procedures

Hidden Dangerous Goods It is not easy to identify all dangerous goods. Awareness and vigilance shall always be maintained when passengers checked or unchecked baggage are accepted. Great care must be taken that no Dangerous Goods, other than the “Dangerous Goods Permitted in Excepted Quantities‟ are taken aboard of an aircraft as baggage. Confirmation should be sought from a passenger about the contents of any item where there are suspicions that it may contain Dangerous Goods. Whenever in doubt, staff must contact the relevant department or person in charge. Typical examples of items which may contain or indicate the presence of dangerous goods include: (a) Aerosol Cans Can leak if not properly sealed due to cabin pressure.printed They are also very susceptible to heat and there have been incidents where the cans have exploded as a result of becoming overheated in an aircraft cabin. or (b) Automobile Parts May contain wet batteries, air bag inflators, air bag modules, fuel, etc. (c) Bull Semen Is usually cooled with a cryogenic liquefied gas which continuously vaporizes. (d) Camping Equipment Can contain flammable liquid, or butane metal bottles which contain a flammable compressed gas. (e) Chemicals Most chemicals are dangerous and only qualified cargo staff can advise if it is acceptable as cargo. Dangerous chemicals shall NEVER be accepted as baggage. (f) Dental Apparatus May contain chemicals such as resins or solvents. (g) Diagnostic Specimensdownloaded May contain infectious substances. (h) Diving Equipment May include aqualung air cylinders, which can only be acceptedif if they are emptied. Diving lamps may contain rechargeable lead acid batteries which, when accidentally operated, may generate heat and cause fire. (i) Electrical Equipment May contain magnetized material. (j) Expeditionary May contain several dangerous goods like explosives, Gasoline, batteries, etc. (k) Frozen food May be packed in Carbon dioxide, Solid (Dry Ice) not in excess of 2.5 kilos. (l) Firework Are explosives. (m) Gas cylinders if filled, will contain gas pressure and can only be accepted as Cargo. (n) Mercury is a metal which remains in liquid form at –38c. It gives off Uncontrolledtoxic fumes at high and low pressures and can cause severe structural damage if spilled in an aircraft.

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(o) Paint are flammable liquids and is classified as enamels, lacquers, stains, shellac, varnish, polish fillers and thinners.

Hidden Dangerous Goods Reminder During Check-in (a) Check-in GA/GHA must be provided with the following information, and this information must be readily available to such staff on: (i) General descriptions that are often used for items in Passenger’s baggage, which may contain Dangerous Goods. (ii) Other indications that Dangerous Goods may be present (e.g. labels, markings) (iii) Those Dangerous Goods, which may be carried by Passengers in accordance with the cuurent NOK policies.printed (b) Check-in GA/GHA shoud seek confirmation from Passengers that they are not carrying Dangerous Goods that are not permitted.or To do so, the check-in GA/GHA will be required to do the following: (i) Ensure that the Dagerous Goods placard is clearly displayed at the Passenger contact areas, including check-in counters, ticketing transaction areas, service desk and boarding gates to address Passengers on the Dangerous Goods regulations. (ii) During the check-in process, draw the Passenger’s attention to the Dangerous Goods placard and related notices. Staff can point to the Dangerous Goods placard and advise the Passenger that they need to ensure that they are not carrying Dangerous Goods that are not permitted for air travel. (iii) The GA/GHA must ensure that the Passengers acknowledge that they aredownloaded in conformity with the following:  Dangerous Goods regulations.  if No carriage of prohibited items in the cabin baggage or on person.  No carriage of spare Lithium batteries in checked baggage. (c) In the event where the check-in GA/GHA assess that there could be hidden Dangerous Goods, they should seek further confirmation about the contents of any item where there are suspicions that it may contain Dangerous Goods that are not permitted. In this instance, the check-in GA/GHA should always display a professional and polite attitude and shoud not embarrass the Passengers. They should refer to their supervisor for a second level assessment. (d) Any Dangerous Goods carried in quantities not permitted on Passengers, on carry-on baggage or as checked baggage should be Uncontrolledremoved by the Passengers immediately.

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DGR Labels Any checked items having the DGR labels according to Chart of DGR labels (Refer to COM Chapter 3/3.5), the following should apply: (a) Staff to determine that the contents are not what is reflected by the DGR label. (b) If the contents are a DGR, items must be refused for carriage. If the content is not a DGR, the label must be removed prior to acceptance. Reporting (a) General It is necessary for all ground personnel to report any Dangerous Goods accident or incident as required by the authority (CAAT).printed (b) Definitions (i) Dangerous Goods Accidents: or An occurrence associated with or related to the transport of dangerous goods by air which results in fatal or serious injury to a person or major property or environmental damage. (ii) Dangerous Goods Incident: An occurrence, other than a dangerous goods accident, associated with and related to the transport of dangerous goods by air, not necessarily occurring on board the aircraft, which results in injury to a person, property or environmental damage, fire, breakage, spillage, leakage of fluid or radiation or other evidence that the integrity of the packaging has nor been maintained. Any occurrence relating to the transport of dangerous goods which seriously jeopardizes or endangers the aircraft downloadedor its occupants is also deemed to be dangerous goods incident. (c) Requirementsif (i) It is NOK policy that all dangerous goods accident or incident shall be reported immediately after they are known or identified irrespective of whether the dangerous goods are discovered in cargo, mail, stores, passengers’ baggage or crew baggage including undeclared or mis-declared dangerous goods. If a report has been made verbally, written confirmation shall be sent as soon as possible. (ii) Such report shall be submitted to the CAAT Dangerous Goods office within 72 hours. Accordingly this will be done by NOK Corparate Quality Safety and Secutiy (PV). (d) Reporting Procedure Uncontrolled(i) Everyone is entitled to directly report to [email protected] by using “Safety and Security Report” form. oOo

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

7 CARGO/MAIL HANDLING PROCEDURES

7.1 CARGO ACCEPTANCE

General Cargo acceptance procedures for air transport in general, as follow: (a) None prohibited cargo (Refer COM Chapter 4.5) and comply with cargo acceptance condition (Refer COM Chapter 4.15) (b) None hazardous cargo, which can cause harm to employee, passenger, equipment, baggage, cargo and mail, or damage to aircraft. (c) Cargo must be in good strong packing condition, and able to withstandprinted transport by air (d) Each cargo dimension and weight must not exceedor the capacity limitation of the aircraft. (e) Flight and routing of cargo transport depends upon company discretion. (f) Cargo, under the below category, must be confirmed space for transport in advance. (i) Live Animal (AVI) (ii) Perishable (PER) NOTE: Cargo is accepted for transport 2 hours prior to daily flight departure. In case of doubt, request Shipper, with consent, to open the package for inspection.downloaded if

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Determine Process Flow

Outbound Cargo Flow Chart

Outbound Acceptance Procedure

1.1 Inspect Cargo and Mail category 1.Cargo and Mail Step Inspection 1.2 Inspect Cargo and Mail packaging and labeling ตรวจสอบ Acceptance 1.3 Inspect name of sender, receiver, and final No Yes destination

Delivery to 2 Safety inspection of Cargo and Customer Mail. Officer must deliver all Cargo and Mail for inspection through x-ray machine, and attach ‘Security Check’ label printed

3.1 Cargo charges collect according to Weight 3. Charges (A4) or 3.2 Cargo charges collect according to Volume 3.3 Cargo charges collect according to Category

3.4 Cargo charges collect according to distance and 4. Documentation(A3) destination 4.1 Cargo AWB 4.2 Cargo manifest

5.1 Forward a copy of Cargo AWB to customer

5. Forward AWB and Cargo 5.2 Prepare Cargo AWB and attach with cargo manifest .(A3) manifest to loading officer

6.1 Report the total Cargo and Mail to officer 6. Report and coordinate for storage (A3) downloadedresponsible for out bound cargo storage 6.2 Coordinate, with officer in charge of cargo if loading, for the total cargo and weight 6.3 Forward Cargo documents to Flight Controller and Financial Office

7. Cargo and Mail Storage (L1) 7.1 Pick up cargo and document from administrative officer 7.2 Deliver cargo from administrative officer to out bound storage area

8.1 Valid Cargo AWB and Manifest with 8. Cargo request and transport designated Flight Number (L2/L3) 8.2 Transport Cargo and Mail to the designated flight 8.3 Hand over Cargo AWB and Manifest to Flight controller

9.1 Safe conduct of Cargo loading Uncontrolled 9. Loading (L3) 9.2 Inspect Cargo against the manifest, and the designated flight number

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Physical Inspection of Goods (a) General Acceptance officer must follow the procedures, as below: (i) Characteristic and type of cargo Inspect cargo characteristic, type of cargo, and outer packaging is in good order, if cargo prohibit, as per COM Chapter 4.5 shall deny acceptance. Special cargo, as per COM Chapter 4.15, be careful and follow acceptance procedures (ii) Number of Package Carefully counting the total number of package for issuing of domestic AWB printed (iii) Total Weight Inspect the weight of shipment by: or  Weight in Kilogram  Measure each package dimension, in order to convert into volumetric, universal standard measuring are: 6,000 cubic cm. or 366 cubic in. = 1 Kilogram.  Compare between weight and volume calculation; use higher weight as declared rate charges for transport. (iv) Packaging Inspect the outer package of cargo, and observe that it suitable and strong enough to withstand moving/transport by air. Shipper shall be responsible for packing, in accordance with the abovementioneddownloaded statement (v) Size and Weight Each cargoif package dimension and weight must not exceed the load capacity of the aircraft for that routing. In general, each package must not over 25-30 kilograms per piece, and wet cargo must not over 20 kilograms per piece. (vi) Flight Routing Cargo according to COM Chapter 4.1, verify cargo reservation status of the shipment, if there is no reservation, find alternative flight with confirm reservation before accepting. (vii) Transport Document Issue domestic AWB for cargo and mail  Verify other documents that require for transport, i.e. live animal declaration for carriage – for transport of AVI Uncontrolled Ensure that information on Domestic AWB correspond to the document attached; prepare the document for all cargo transport.

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(b) Marking and Labelling (i) General  Clearly write letter and number on all tags with water resistant pen.  Apply cargo tag and special marking sticker to all packages, it must be tight, clear, and not too easy to fall out.  If possible, apply cargo tag and special marking sticker close to name of Shipper/Consignee.  Huge package shall apply more than 1 set of tag and sticker, put extra on the opposite side of the package.printed  If using recycle package, pull out all old tag and sticker. (ii) Type of Tag and Label or There are 3 different types of tags and labels used for air cargo transport; they divide into 3 categories, such as: Package tag and label must be adhered to all cargo packages, they are: Name and address of Shipper/Consignee  Clearly write legible name and address of Shipper/Consignee on all packages and in accordance to the issued domestic AWB. Cargo identification tag/label shall indicate reference number of AWB.  Total piece and weight of that shipment in kilogram  Each packagedownloaded weight  Original/Destinationif stations Acceptance officer or authorized agent shall duly write all identification tag/label, and adhere on all packages; also giving clear information as indicates on domestic AWB. (iii) Identification tag and Label of cargo type MAINTMAT (Maintenance Material), adhere the small sticker at the below right of domestic AWB; Bigger sticker on the authorized transport packages of aircraft engine, equipment, aircraft spare parts. (iv) Special Care Label  Live animal label; apply on the animal crate or on every package. Uncontrolled Perishable cargo label; apply on all package, of easily decay shipment; apply special label as close as possible to the identification label.

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 Attached label, apply the sticker at the below right of domestic AWB, whenever AWB is attached with package contains document in envelop, news, or news pictures.  Live fish; apply the label on all boxes which contain aquatic animals; of which the content inside are also compressed air/oxygen, i.e. fish, shrimp etc. (Temporary Service Suspension) (v) Special Handling Label:  Fragile label, apply the label on the package that contains breakable/brittle cargo, in order to remind ramp handling officer to take special care while moving or storing such packages. Keep the package in safe place and avoid dropping, throwing, or crushing by the heavier packages.printed  This Side Up label, apply this side up label at least on both sides of the packages which contain liquid contents,or or the packages require proper side up to prevent damage.  Keep under shade label for packages, which require inside storage away from sunray or rain to avoid damage, if leave at open space and unprotect.  Transit label, apply the label on all packages the need to transfer at a connecting point. (vi) Special Markings  In addition to the basic markings, the following labels and tags must be attached to the packages and/or air waybills, depending on the nature of shipments:  “FRAGILE”downloaded LABEL  Attach the Fragile Label for a shipment, which is required specialif care and handling.

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Air Waybill Data Verification (a) General Domestic Airway Bill (AWB) is the document that: (i) Indicate the agreement, for transport cargo & mail, between Shipper and Operator. (ii) Use as accompany document for all cargo & mail, with no exception. (iii) Clearly indicate Origin and Destination for proper delivery to destination. (iv) Effective only when completely fill in all information and co-sign by the Shipper and authorized officer, as per section 1.3 printed (b) Air Waybill Validation AWB is the most important document for cargo domestic transport,or when sign by Shipper and officer or authorized agent, the effective shall be as below: (i) It is a contract for domestic cargo transport; Shipper and operator agree on the condition as stated on AWB, and it is evidence that cargo has accepted for transport, the total number package and weight shown on AWB. (ii) Receipt for the amount paid for cargo transport. (iii) As evidence for insurance coverage; upon Shipper request and have paid for insurance premium. (iv) It is a control document for cargo handling to meet the transport requirement, as indicate on AWB, of such cargo to final destination. downloaded (v) It is also an evidence that cargo has been delivered to Consignee,if according to number of package, weight, and condition as stated on AWB; signature of Consignee is required.

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Figure 7-1: Airway bill

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7.2 CARGO ACCEPTANCE–SPECIAL CARGO

General Special cargo – is the cargo that easily gets lost or damaged during normal transportation; it needs special care at the time of acceptance at origin station, until deliver at destination. As the important of cargo, procedures to accept special care cargo have initiated from accepting, packaging, transporting, delivering and keeping. Special Cargo: (a) Wet Cargo (b) Fragile Cargo (c) Perishable Cargo printed (d) Live Animals (e) Small Cargo or

Cargo Acceptance–Live Animals (AVI) (a) Acceptance Conditions (i) Acceptance of live animals shall follow IATA Live Animals Regulations – LAR. (ii) No liability for dead animals, due to change of weather, temperature and flight level during transport. Animal died of natural causes, or injured from fighting with each other in the same cage. (iii) Acceptance of AVI, requires confirm booking from origin/destinationdownloaded station. In AWB remark ‘Transporter shall not responsible for injured or dead animals due to natural causes. (b) Acceptance Proceduresif of AVI (i) Live animal shall receive good care according to its natural habitat at all time under our responsibility. Keep animals under control of panic-stricken during flight; also consider ramp- handling safety. (ii) Prepare ‘Certificate of AVI air transport’ for Shipper to acknowledge and sign the agreement; attach certificate with domestic AWB as acceptance evidence. (iii) Keep live animal as follow:  Avoid strong wind, but have good air ventilation.  Temperate control for certain type of animal.  Dim light for animal or dark light of non-domesticated Uncontrolledanimal  Keep animals under shade away from sun/rain/dew.

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 Keep animals away from passerby/difference species//sick/research animal, in addition, with cargo that affects animals.  Store at clean dry place and even floor, away from other cargo to prevent dropping on top or transport tractor.  Keep away from:  unpacked human food  dry ice  dangerous goods (Refer COM 4.16)  natural opponent, i.e. cat and d  Do not feed food/water to animal transport from Shipperprinted to Consignee less than 12 hours. If necessary, give clean water and only food provided by Shipper. or  Giving tranquilize or sedative medicine to animal is Shipper’s own responsibility, or veterinarian order.  Use transport code AVI for e-mail message or facsimile with functions concerned for shipment booking, Pre- Warning Message, Tracing. Also, mark such code in cargo manifest and AWB.  If changes of flight routing, departure time, or cancel flight, send information to Shipper and Consignee at once. (c) Crate and Box for AVI (i) Sender responsible to provide suitable crate/box for such animal as refer to IATA Live Animals Regulations – LAR (ii) In general, cratedownloaded and box that suitable for air transport live animals ifas below:  Strong/durable for normal transport, able to be top up  Door/Lid to keep animal inside  Handle at both sides, for lifting and safe handling of ramp officers  Crate/box space big enough for animal(s) inside  At bottom, have waste receiver and absorbent for leaking liquid  Clean and proper ventilation  Attach label appropriately at the crate/box, i.e. live animal/Aqua animal/This Side Up/Keep under Shade, etc. Uncontrolled

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(d) Booking (i) All type of live animal, require advance booking all the way from origin/destination stations. (ii) Request booking and advice type of animal/total weight/weight per box/total box/type container. (iii) Do not accept following animal:  Ferocious animal  Bad-smell animal  Sick animal (e) Loading (i) Transport of live animal take special care, and under typeprinted of wet cargo, which need protection. Therefore, polyethylene sheet need for coving compartment floor to protector liquid from animal. (ii) Besides, general principles as per COM Chapter 4.22, loading of live animal crate/box shall:  Inspect crate/box for durability and no leakage, including outside characteristic of animal before loading.  Be careful for settling down crate/box too close to the compartment wall preventing good ventilation; this also apply to loading on cargo cart to/from warehouse.  Do not load live animal in a van without open side/window, except live animal that contain in compressed oxygen bag.  Load live animal last and unload first, which require near compartmentdownloaded door, and just before flight departure.  Inform PIC and present NOTOC for acknowledgement of temperatureif control for live animal.  After unloading live animal, inspect container and outer animal characteristic ensuring that no leakage left on compartment floor. (f) Pre-Warning Message Send pre-warning message by e-mail to destination and concerned stations, after flight departure for quick unloading to Consignee.

Cargo Acceptance–Perishables (PER) (a) General Perishable means cargo characteristics, if not properly pack or Uncontrolledhandle, that gradually decay, get worse in quality, or easily damage due to nature of that goods, i.e. vaccine, specific chemical, plant, vegetable, fruit, and fresh product, cooled/frozen food, etc. (b) Acceptance of Perishable

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Acceptance of perishable shall follow as below: (i) Responsibility shall not apply for shipment due to changes of weather, temperature, and moisture during transport. (ii) Confirmed reservation require from original to destination stations (iii) Perishable accept for transport shall be in good condition, whenever in doubt, inspect perishable shipment, and refuse acceptance when found part deteriorate or decay. (c) Packing (i) Perishable cargo may decay or quickly deteriorate due to changes of temperature or moisture, proper packaging can reduce such impact of the changes, packing must strong enoughprinted to withstand cargo top up. (ii) Packing of frozen product with harmful cooling substance,or i.e. Dry Ice/Argon/Nitrogen must comply with IATA Dangerous Goods Regulations – DGR. (iii) Wet cargo, i.e. fresh produce or water use for cooling, i.e. shrimp/fish to keep on ice, apply procedure in COM Chapter 4.17. (iv) Labeling and tagging the whole shipment, and apply ‘This Side Up’ stickers. (d) Storing and Loading (i) Perishable cargo must keep and load in suitable temperature/ moisture for the shipment. (ii) Perishable cargo need to keep in cooler/freezer waiting for transport atdownloaded intermediate/destination stations, advance reservation requires for refrigerator/freezer at that station. (e) Booking and Pre-warningif message Origin station must request for confirmed space before acceptance of perishable cargo, and send pre-warning message/e-mail to destination station.

Cargo Acceptance–Comat Refer COM Chapter 4.22

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7.3 MAIL

General (a) Post 58 (i) Post 58 is document list of Domestic Thai Post mailbag for transport by air, document must accompany domestic mailbag and as accounting purpose, see below:  Post Office  Delivery - Date/Month/Year  Airline  Destination printed  Flight Number – Date/Month/Year  Number of Bags or  Weight  Sender/Receiver (ii) One set document of Post 58 have 5 copies, prepare by original post office where keep 1 copy. The rest 4 copies accompany with mailbag and present to airline officer, which sign acceptance and return 1 signed copy to post officer, as evidence of receipt. The last 3 copies distribute to functions concerned.  Origin station 1 copy.  2 copies accompany with mailbag to destination.  Destination station gets 2 copies, and photocopy 1 extra.  A/P Postdownloaded office at destination pickup mailbag and sign with post stamp, hand to airline officer that 1 copy as evidence.  A/Pif Post office keeps the rest 2 copies with mailbag. NOTE: Two stop mail delivery

- Make 2 extra copies of Post 58, total: 5 copies; keep 1 sign receipt from Post officer as evidence. Original station - Forward 4 copies to through station with mailbag - Keep 1 copy as receipt evidence Through station - Forward 3 copies with mailbag to destination - A/P Post office at destination pickup mailbag and sign with post stamp, hand to airline officer that 1 Destination copy as evidence Uncontrolled- A/P Post office keeps the rest 2 copy with mailbag

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(b) Mail Routing Mail routing indicates on Post 58 and Mailbag tag; mail officer must follow the procedure diligently. (c) Mailbag Priority Mailbag has extra high priority, short shipped or off-loaded from designate flight require full explanation. (d) Mail Security Mailbag must keep in secure place to prevent lost, mail officer responsible of all mailbag indicate on Post 58, until deliver and accept by Post Officer at destination high alert for Registered and EMS mailbag. printed (e) Deny Acceptance of Mailbag (i) Mailbag without Post 58 or (ii) Damage/torn mailbag/Post Tag unclear/Loose mailbag seal (iii) Suspicious content in Mailbag found through x-ray machine (f) Retention of Document Keep mail document Post 58 which properly exchange with sign/stamp from Post officer for at least 1 year.

Acceptance (a) General practice for mailbag acceptance (i) Mail officer shall take good care of mailbag, prevent damage/lost of mailbag and the content inside including mail tag. (ii) Pay attentiondownloaded to small mailbag as it easily misplace or lost. (iii) Delivery of mailbag from mail office to aircraft for loading or vice versa, mustif use utmost cares not to leave behind any mailbag on the aircraft or ramp transport cart; especially for small mailbag. (iv) Coordinate with Post mail officer for delivery/accept mailbag (v) Investigate irregularity of mailbag and prevent reoccurrence. (b) Origin Station Acceptance of mailbag, mail officer who receive mailbag from Post Officer shall: (i) Inspect to ensure that the total number of mailbag/weight correspond to Post 58 (ii) Inspect mailbag condition/mail tag/mail seal, that in order (iii) Verify Post 58 document that completely fill and sign/stamp by UncontrolledPost officer (iv) Satisfy with inspection, sign in Post 58 and hand to Post officer (v) Keep 1 copy as evidence of acceptance

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

(vi) Three copies of Post 58 accompany with mailbag to destination (c) Dispatch (i) Prepare Mail Manifest and Cargo Manifest separately; using Post Mail Form to show mail details (ii) Put Post 58 together with mail manifest, into domestic mail envelope, write the correct mailbag destination and attach with mailbag. NOTE: Mailbag count while loading into compartment, and must correspond to Mail manifest, Post 58 (d) Inbound Acceptance Mailbag count while unloading at destination in good condition,printed and must correspond to Mail manifest, Post 58. (e) Mail Delivery or (i) Mail officer must deliver mailbag to Post officer as soon as possible (ii) Count/inspect mailbag condition together with Post officer to ensure that all mailbag correspond with Post 58; when satisfy, request Post officer to sign/stamp receive on 3 copies of Post 58. (iii) Deliver mailbag and 2 copies of Post 58 to Post officer (iv) Keep 1 copy of sign/stamp from Post officer and file. (f) Mail Manifest Prepare mail manifest to function concerned the same as cargo manifest. downloaded Irregularity if (a) Mail Delay Irregularity of mail as to flight cancel/delay or other, such as (i) Request from Post office (ii) Delay of Post office mailbag delivery (iii) Mail officer error, and other unexpected circumstance, officer shall:  Inform Post officer of the delay at once and note the reason on Post 58  New delivery must approve by Post Office, and new Post 58 require from Post officer  If unable to deliver mailbag on the same day, return all Uncontrolledmailbag to Post office

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(b) Mail Document Short-Shipped (i) Station found left behind Post 58, for whatever reason, send advice e-mail to destination station at once, giving all details, i.e. original station/destination, mailbag/weight and forward Post 58 on next available flight. (ii) Destination station can make new Post 58, if needed. (c) Mail Over-Carried Station found mailbag over-carried from actual destination handle as below: (i) Send e-mail message to original station, and concerned stations advice return mailbag flight printed (ii) Return mailbag to destination station as indicate on mail tag (d) Missing Mailbag or If inbound mailbag-missing, action as below: (i) Remark on Post 58 ‘Not Delivery’ for the missing mailbag on the list (ii) Send advice e-mail to original station and station concerned to search for mailbag (e) Damage or Pilferage (i) If found mailbag from Post officer not in good condition/torn deny acceptance (ii) If found inbound mail damage/torn mail officer shall deliver such mailbag, as is, to Post officer with detail remark on Post 58. (iii) Send advice downloadede-mail to original station and station concerned at once. if (f) Claim When receive claim request for damage/lost post mail, forward to SM.

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7.4 CARGO FORWARDING STORAGE AND PREPARATION FOR FLIGHT

Storage (a) Live Animal (AVI) (i) Transport of live animal takes special care, and under type of wet cargo, which need protection. Therefore, polyethylene sheet need for covering compartment floor to protect liquid from animal. (ii) Besides, general principles as per COM Chapter 4.22, loading of live animal crate/box shall:  Inspect crate/box for durability and no leakage, includingprinted outside characteristic of animal before loading.  Be careful for settling down crate/box too close to the compartment wall preventing good ventilation;or this also apply to loading on cargo cart to/from warehouse.  Do not load live animal in a van without open side/window, except live animal that contain in compressed oxygen bag.  Load live animal last and unload first, which requires near compartment door, and just before flight departure.  Inform PIC and present NOTOC for acknowledgement of temperature control for live animal.  After unloading live animal, inspect container and outer animal characteristic ensuring that no leakage left on compartment floor. (b) Perishable Cargo downloaded(PER) Perishable cargo must be kept and loaded in suitable temperature and moisture iffor the shipment. Perishable cargo need to be kept in cooler/freezer waiting for transport at intermediate/destination stations, advance reservation requires for refrigerator/freezer at that station.Information and Data Transmission to Load-Control

Preparation for Flight Officer, who is responsible for outbound cargo, shall follow: (a) AWB and cargo shipment, shall pickup from acceptance office or warehouse. (b) Inspect cargo condition, package counting, and cargo related AWB. Uncontrolled(c) Divide AWB according to flight routing, point of unloading and destination. (d) Verify cargo flight booking, and type of cargo; prepare for cart loading, as per COM Chapter 4.8

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

(e) Inspect the total weight of cargo, including aircraft space available for cargo from point of origin to online stations of a certain flight. Commence loading by referring to load plan, which given by weight, & balance office. Loader shall take utmost care of cargo loading into the aircraft compartment, in order to avoid damage to cargo and aircraft; such as: (i) Use polyethylene sheet for protection of cargo from rain, wet or moisture. (ii) Lighter and smaller cargo or package, is unable to withstand heavy cargo to put on the top. Cargo space in the aircraft compartment must be best utilized for loading of cargo as much as possible (f) Prepare cargo manifest for the accepted outbound cargo withprinted full details, as per COM Chapter 4.9 (g) Take special care for high-risk cargo, such as PER oror AVI, as per COM Chapter 4.15 (Special Cargo).

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7.5 INFORMATION AND DATA TRANSMISSION TO LOAD-CONTROL

General (a) Cargo manifest is an important document that consists of details of accepted shipment and Diplomatic mails from AWB. (b) Cargo manifest is used to identify/tally of loaded or offloaded shipment; any found irregularities of shipment should note on the manifest with officer signature

Load-Control must receive the following information: (a) Cargo manifest shall be typed with care, be clear and precise, as following: printed (i) Full name of final destination, Point of Unloading; (ii) Intermediate stations are also included. or (iii) Intermediate stations/destinations with no loads, remark as ‘NIL’ (iv) Type all details of shipment on cargo manifest, as following: Column 1 AWB number with a space in between, i.e. 6042 5085 Column 2 Number of total packages, or part shipment as 12/20 (12 pcs. out of 20 pcs.) Column 3 Type of shipment as indicates on AWB Column 4 Special care Code Column 5 Total weight of shipment in kilogram Column 6 downloaded Destination station Code as relate to AWB (point of unloading) Columnif 7 Services Cargo, S1/S2 Column 8 mark with ‘x’ if the shipment is confirmed booking Column 9 Remarks, if any (b) Total packages and weight (i) Sum it all at the bottom of each page and/or at each station’s shipment. (ii) Officer, who prepare cargo manifest, signature and function are required, and indicate the total page. Report cargo manifest details to Weight & Balance office.

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7.6 IRREGULARITIES

General In all transportation, there are chances of operational misconduct for various reasons. In air transportation, it can be operational time limit, problem with cargo loading, and human errors. The main reason of misconduct is improper handling of cargo acceptance, such as: (a) not verifying the proper name, address, and telephone number of Shipper on AWB and parcel. (b) ignoring correct procedure for labeling the cargo i.e. identification number, hazardous label, handling (this side up) label, fragileprinted label etc. (c) not inspecting cargo packaging according to type of cargo i.e. wet cargo, dangerous goods etc. or Irregularities, though with small scale, can jeopardize flight safety and delay departure. Such irregularities can also tarnish the company image of air cargo transportation. All cargo acceptance employees must take utmost care and take immediate action to remedy such misconduct.

Responsibility Whenever irregularity found i.e. damaged/missing cargo at local station or sale office, such station shall responsible for investigation and take immediate action, as per 3.31-3.36. If communications with concerned functions needed, contact them through appropriate means for effective return response. downloaded Investigation of irregularityif An officer must be assigned to follow up irregularity response from functions concerned; within 3 weeks, if unable to get satisfactory response, discard investigation and issue ‘Information about Cargo Irregularity’ to the following functions – Central office, origin/destination/transit stations (if any).

Document Filing Keep all records and interoffice communication of such irregularity for 2 years, i.e. e-mail or copy of AWB. In need, such records shall be for further investigation and references. Uncontrolled

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7.7 DAMAGED CARGO (DMC) General (a) Damaged cargo refers to changes of outside or inside appearances of packaging; thus, the value of such goods probably decreases; i.e. rotten/broken/lost. (b) Report damage cargo, immediately, the purposes are at below: (i) As detailed evidence of damaged (ii) Investigate the reason and time of incidence (iii) Find the responsible function (iv) Use as basic information for future claims printed (v) To improve preventive measures for damage/lost by air transport or (vi) To prevent damages the aircraft or equipment. (c) The damaged parcel must be reweighed and recorded in Lost/Damage cargo report sheet. The company shall absorb claims only on the actual damaged parcel weight.

Cargo Irregularity/Damage report (a) Heavy damaged cargo, advice all concerned to participate for investigation; report the outcome in ‘Cargo Irregularity/Damage Report’ sheet. (b) Found minimum damaged cargo at immediate station, remarks such damage on AWB instead of Cargo Damage Report sheet; inform destination station downloadedfor special care of that cargo. (c) Dangerous goodsif follow COM Chapter 4.28 (d) Cargo weight incorrect, make the list of remain goods in the container/parcel; compare with the actual commercial invoice; record such finding on the backside of DMC report. (e) Distribute DMC report as follow: original DMC report office copy destination station copy attach to AWB copy to concerned party

Damaged Cargo Procedures UncontrolledWhenever cargo found damage, report to superior immediately, the following apply: (a) Do not accept parcel with trace of damage or the package visually observe not strong enough to withstand air transport.

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(b) When outer package has been repaired and looks visually strong enough, it may accept for transport. However, note the package condition into ‘Remark’ field on AWB. (c) In case of outer package damaged after acceptance, but its content is not affected, repackage and reweight are required and DMC report shall be made and attached to AWB for the final destination.

Intermediate Station (a) Cargo is damaged only outer package, but its content is not affected, follow COM Chapter 7.7.3(c). (b) If only part-shipment can be transported, make note on cargo manifest or remark in AWB properly, i.e. ‘Accept in damaged condition,printed and waiting for repair 2/15’ (2 out of 15 pieces); make DMC report attach to a copy of AWB, the original AWB will follow with the remain package. or (c) If the damaged package would probably do more harm to the aircraft, baggage, passenger, ramp personnel or others cargo etc., it must unload immediately. Inform concerned stations through e-mail and make DMC report. (d) Leakage of an unidentified liquid from the package, the following apply: (i) immediately inform aircraft technician; (ii) inform SM; (iii) make detailed report to SM along with a copy of AWB; (iv) if the Shipper is at fault of inappropriate packaging, informs Shipper to takedownloaded full responsibility. (e) If cargo shipment found seriously damaged and are unable to be fixed or repaired forif further transport, request instructions from origin station/shipper with copy to stations concerned. (f) Keep the damaged cargo in warehouse to avoid additional damage and wait for proper instructions to proceed.

Destination Station (a) found damaged cargo, follow COM Chapter 4.26.3 (d) accordingly; inform Consignee of the damage and wait for instruction. (b) Stolen Goods Report the stolen goods to local police and superior; internal report to functions concerned including SM. Uncontrolled(c) Concealed damage Concealed Damage is damage that is unable to detect outside package, unless open for inspection. However, the company will not

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accept responsibility, if the package has delivered without any remarks on AWB (d) Co-Inspection If suspicious of damage inside package, open for inspection of its content that witness with both parties. This will eliminate any doubts of how severe the damaged goods inside the package. Assessment of damage as the following: (i) Prepare damage report; all parties must come to witness the opening of package, and repacking (ii) Verify the actual weight of cargo, before and after inspection of the package. (iii) In case of concealed damage, must pay attention to the printed following:  when the damage report is received or  when and where the damaged package has been found  open the package in front of employee or not  any abnormal look, both inside and outside the package  who opened the package, and storing  at what area for storing the package after inspection  can the damage see outside the package or before deliver  who and when the package delivered to Consignee  is there any signs of damage before deliver, or after it’s been delivered  the driver,downloaded who delivered that package, whether or not aware of such damage (e) Own Inspectionif Claimant not attends formal inspection, however, allow the company to verify the package. Supervisor proceeds for inspection, with at least 2 others witnesses; report finding in DMC and countersigns. (f) Inspection by Neutral Surveyors High value damaged cargo, which requires Neutral Surveyors to estimate the actual lost, initiate settlement process as soon as damaged cargo has found. (g) Fixing damaged package Fixing of damaged package for transport intend to forward such package to final destination without additional damage to its contents. The fixing done in several ways, i.e. seal, fasten, sew, and even new Uncontrolledpackaging. (i) Avoid fixing the damaged package alone; if such fixing will take longer time or new packaging, then it will be under close supervision.

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

(ii) Fixing of damaged cargo, DMC must also be report.

Missing Cargo (a) General Practice (i) Whenever shipment or AWB is missing and unable to locate at the station, send tracing message to all stations along the flight routing. The shipment may have been left behind or transported on a wrong flight. (ii) If the shipment/AWB has found at a station, new booking on the first available flight, and transport the shipment to final destination, advice message send to all concerned stations.printed (iii) Tracing shipment/AWB not locate, send information message to only tracing station:- NOHOL (not holding) Shipment not located or NOREC (no record) no information of that shipment Confirmation of a shipment transport, messages send to all concerned stations along the flight routing. (b) Extra shipment has been found at a station without any documents (FDCA), get more details from the package and label. (i) If known origin/destination station, forward shipment on the first available flight to final destination. Advice message send to final destination and copy the origin station. (ii) If unidentified final destination and origin station, send ‘FDCA- Found Cargo’ advice message to stations along the flight routing downloaded (iii) Station who received FDCA message must look into the details of foundif cargo, and compare it with own on hand tracing message, if they are not match, the following apply:  known AWB number but AWB not on hand, send shipment detail message to found cargo station with copy to concerned stations. Transport found shipment to final destination as soon as possible. If AWB is on hand, send shipment detail message, and forward original AWB to final destination, and a copy to found cargo station.  unknown AWB number, try searching for more details with all AWB issued on the same flight routing, origin station shall contact sender for AWB number and detail of the shipment. Send advice message of the finding to final destination and found shipment station. Uncontrolled

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

Shipment with no label Is the shipment with no Shipper/Consignee name and address, or package has no labeling on it. (a) Procedure for final destination – send advice message to origin station for more details. (b) At origin station (i) search for reason of the mistake (ii) give detail of the shipment and request that station to forward shipment to final destination accordingly.

Shipment to wrong destination printed The station who receive wrong destination shipment, immediately send advice message to final destination, origin station and concernedor stations. Request for shipment forward on first available flight to final destination; give detail on flight/date that the shipment shall transport to the final destination with a copy to origin station.

Shipment with no Consignee The following procedures apply: (a) 1st notice to Consignee No Consignee for the shipment within 5 days, send a postcard by mail with note on it as ‘1st notice’ to Consignee (b) 2nd notice to Consignee No Consignee for thedownloaded shipment within 5 days, send a postcard by mail with note on it as ‘2nd notice’ to Consignee (c) Contact Shipperif No Consignee for the shipment within 15 days from the date of arrival, send message to origin station request to contact the Shipper for further instruction, if none respond within 60 days from date of shipment arrival, automatically, the company shall assume the rights of that shipment. (d) Auction or Destroy (i) After 60 days from date of shipment arrival and no respond from Shipper/Consignee, post a formal notice letter of left behind shipment in front of the office. The formal notice letter post for the minimum of 15 days, proceed for auction or destroy. (ii) Destination station shall request authorization from OC, with a copy to CQ, for auction or destroy such each left behind Uncontrolledshipment.

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

(iii) With OC approval, SM at destination shall assign a committee to proceed with such auction/destroy the shipment. Report the result back to SM, with a copy to CQ.

No pickup of AVI/Perishable Send message informing the origin station as soon as possible; supervisor in-charge shall take immediate actions to prevent further deterioration of such perishable, or jeopardize the life of AVI. The actions probably be done through auction out or destroy; report the result of such actions to origin station for informing the Shipper. The expense shall be deducted from the amount received from auction, and the remaining shall return to the Shipper. printed

Shipment to Wrong Consignee or Shipment to Consignee whose name is not on AWB, giving shipment without proper Consignee’s signature is a serious misconduct it must immediately trace for retuning of that shipment at once. If unable to take back shipment, report to supervisor with a copy to SM for further actions.

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

7.8 CARGO SURFACE TRANSPORTATION AND TRANSFER

Introduction (a) Outbound Cargo (i) Outbound Cargo is the shipment that has transported from the original station as indicate on AWB (ii) Outbound documents which original station issue with shipment, as below:  Cargo Manifest  AWB for destination station (iii) Advice e-mail message from original station to destinationprinted station (b) Inbound Cargo or (i) Inbound Cargo is the shipment that has transported to final destination as indicate on AWB (ii) Inbound documents which destination station received with shipment, as below:  Cargo Manifest  AWB for destination station (iii) Advice e-mail message from original station to destination station.

Transport from Facility to Aircraft Officer, who is responsibledownloaded for outbound cargo, shall follow: (a) AWB and cargo shipment, shall pickup from acceptance office or warehouse. if (b) Inspect cargo condition, package counting, and cargo related AWB. (c) Divide AWB according to flight routing, point of unloading and destination. (d) Verify cargo flight booking, and type of cargo; prepare for cart loading, as per COM Chapter 4.8 (e) General inspection of vehicles and cargo carts that in good condition for cargo transport, i.e. water on cart the floor that must clean. (f) Inspect the total weight of cargo, including aircraft space available for cargo from point of origin to online stations of a certain flight. Commence loading by referring to load plan, which given by weight, & balance office. Loader shall take utmost care of cargo loading into Uncontrolledthe aircraft compartment, in order to avoid damage to cargo and aircraft; such as: (i) Use polyethylene sheet for protection of cargo from rain, wet or moisture.

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

(ii) Lighter and smaller cargo or package, is unable to withstand heavy cargo to put on the top. Cargo space in the aircraft compartment must be best utilized for loading of cargo as much as possible. (g) Prepare cargo manifest for the accepted outbound cargo with full details, as per COM Chapter 4.9. (h) Take special care for high-risk cargo, such as PER, AVI, as per COM Chapter 4.15 (Special Cargo). (i) If cargo is damaged, tempered, pilfered or missing. Deal with it per COM 4.28: Irregularities.

Transport from Aircraft to Facility/Other Aircraft printed As soon as flight has arrived, cargo warehouse officer must retrieve flight document envelop from the flight baggage; search and verifyor the following: (a) Cargo Manifest – pick up all pages, and arrange into set send to functions concerned. (b) Verify domestic AWB, of which must correspond to cargo manifest: (i) AWB match with cargo shipment manifest (ii) Each has correct information with cargo manifest (iii) Identified number of AWB (iv) Total packages (v) Total weight (except partial shipment) (vi) Destination (vii) Remark of damage/lostdownloaded shipment, or shipment not match with cargo manifest and AWB, inform concerned functions for action. (viii) Sort all documentsif for filing, as per COM Chapter 4.10.

Inspection of Inbound Cargo (a) Inbound cargo received from cargo driver, officer shall: (i) Inspect all packages, in the cargo cart, that all deliver as indicated on cargo manifest. (ii) the information on a/b/c not correspond, put remarks on the manifest. (iii) Loading officer and warehouse officer must co-sign for cargo delivery/accept on the outbound cargo release document; dated and timed for reference. Uncontrolled(b) Tally check as soon as the shipment unload from cargo cart. Ofiicer shall conduct an inspection of: (i) AWB number and Destination on cargo identification label

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

(ii) Number of packages (iii) Outside condition of package is in order with cargo manifest,

(c) Mixed cargo (through/inbound) shall sort out for further transport. (d) If found shipment: - Missing or over from manifest see COM 4.27 - Damage see COM 4.28 - Lost see COM 4.29 - Miscarriage see COM 4.30 printed Filing and Inbound Shipment (a) Filing of inbound documents, as per COM 4.10. or (b) Keep inbound cargo at a designated storage, at the pickup station and wait for delivery: (i) Suitable storage for such cargo, especially when the cargo requires special care or special handling as per, COM 4.15, (ii) Storage must be safe from stealing/lost and natural damage, i.e. sun/rain. (iii) Fast retrieval, and deliver to Consignee. Keep records of cargo list and the number of cargo bring in and deliver out. Be reminding that, cargo is still under our custody/responsibility until it has released to the Consignee. downloaded if

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Ground Operations Manual Chapter 7 Cargo and Mail Handling Procedures

7.9 CARGO BREAKDOWN, DELIVERY, IN TRANSIT AND TRANSFER

General  Inbound cargo must be kept at a designated storage, at the pickup station and wait for delivery.  Suitable storage for such cargo, especially when the cargo requires special care or special handling as per, COM 4.15.  Storage must be safe from stealing/lost and natural damage, i.e. sun/rain.  Fast retrieval, and deliver to Consignee. Keep records of cargo list and the number of cargo bring in and deliver out. Be reminding that, cargo is still under our custody/responsibility until it has releasedprinted to the Consignee. or Breakdown of Cargo (a) Inspection of Inbound Cargo Inbound cargo received from cargo driver, officer shall: (i) Inspect all packages, in the cargo cart, that all deliver as indicated on cargo manifest. (ii) If the information on a/b/c not correspond, put remarks on the manifest. (iii) Loading officer and warehouse officer must co-sign for cargo delivery/accept on the outbound cargo release document; dated and timed for reference. (iv) Unload inbounddownloaded cargo from the vehicle or cart with care. (v) Keep inbound cargo at a designated storage, at the pickup station andif wait for delivery. (vi) Suitable storage for such cargo, especially when the cargo requires special care or special handling as per, COM 4.25 (vii) Storage must be safe from stealing/lost and natural damage, i.e. sun/rain. (viii) Fast retrieval, and deliver to Consignee. Keep records of cargo list and the number of cargo bring in and deliver out. Be reminding that, cargo is still under our custody/responsibility until it has released to the Consignee. (b) Tally check as soon as the shipment unload from cargo cart. Officer shall conduct an inspection of: (i) AWB number and Destination on cargo identification label Uncontrolled(ii) Number of packages (iii) Outside condition of package is in order with cargo manifest, on AWB.

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(c) Mixed cargo (through/inbound) shall sort out for further transport. (d) If found shipment: - Missing or over from manifest see COM 4.24 - Damage see COM 4.26 - Lost see COM 4.27 - Miscarriage see COM 4.30 (e) Prioritization of Breakdown: Cargo, under the below category, must be priority deliver between aircraft and facilities. (i) Live Animal (AVI) printed (ii) Perishable (PER) or Cargo Delivery Measure to control delivery to customer (a) Inspect personal identification, ( i.e. ID) to ensure that the Consignee is corresponding to name indicates on Domestic AWB in ‘Name of Consignee and Address’ remark. If the person is an entity, require written Letter of Authority for representative to act as Consignee, or with the entity stamp. (b) If the person is an entity, require written Letter of Authority for representative to act as Consignee, include evident of personal ID. (c) Check that the cargo is in good condition. (d) Have the customerdownloaded sign accept (with date) for delivery as evidence. (e) Provide shipment for customer, and check with number of domestic AWB and cargoif identification label that the total shipment, weight, name of Shipper/Consignee is correct. (f) If cargo is damaged, tempered, pilfered or missing .Deal with it per COM 3.3: Irregularities.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

8 AIRCRAFT HANDLING PROCEDURES

This chapter provides procedures for aircraft handling, including safety procedures. 8.1 GENERAL Encouraging the Reporting of Safety Information There is growing realization in the aviation industry that encouraging prompt reporting of safety issues actually reduces the number of accidents and incidents. An environment of “open reporting” is a key element in fostering a “just culture” for the systematic reporting, collection, analysis and dissemination of safety information that will be used solely to prevent accidents. printed Encouraging ramp personnel to promptly and fully report incidents and accidents is a key element in a just culture. Ramp personnel must be trained to view safety as a much more important priority or than meeting schedules, and they should be encouraged to report immediately to their supervisor the slightest scratch or dent in an aircraft and any collision between ground equipment and an aircraft.

Introduction (a) Ramp operations comprise of activities involved in the servicing of an aircraft during the turnaround period. Ramp operations include marshalling, chocking, fuelling, the loading and unloading of baggage and aircraft interior cleaning. (b) This chapter is established for the purpose of: (i) Standardizingdownloaded handling procedures of ramp operations (ii) Ensuring the safety of all personnel, aircraft and Ground Servicesif Equipment (GSEs) during ramp operations (iii) Minimizing flight delays, through safe and efficient ramp handling (c) In the event that the contents of this manual conflict against regulations of local airport authorities, countries or Ground Handling Agents (GHAs) concerned, the more restrictive regulations shall be adhered to. Safety must always be top priority. (d) When any accidents, aircraft damages, cargo damages etc, are discovered or encountered during ramp operations, the GHA Duty Manager and NOK shall be notified immediately. (e) A suitable work environment satisfies all factors and considers: (i) Safety rules and guidance, including the use of protective Uncontrolledequipment (ii) Place and locations (iii) Work place temperature, humidity, light and air flow

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(iv) Cleanliness, hygiene, noise and pollution

Maximum Ground Times (a) NOK operates strictly to a maximum ground time policy of 30 minutes for aerobridge gate and 30 minutes for remote bay. This is essential in order to: (i) Maximize aircraft utilization to enable NOK to always offer the lowest possible fares. (ii) Maintain schedules in cases of operational disruption. For International route, the maximum ground time for aircraft turnaround is 40 minutes. printed (b) In the event of a late inbound or when a flight is behind schedule, the GHA must turnaround the aircraft within the stipulated maximum ground time to ensure that the aircraft can be utilizedor for its next rotation. (c) All ground equipment operators are on standby at the Passenger Boarding Bridge or passenger steps prior to arrival (transit or turnaround) or departure 15 minutes.

Wearing High Visibility Safety Vests All NOK staff and GHA handling NOK’s flights shall wear high visibility safety vests before entering the ramp side, in accordance with the airport requirements.

Door Safety Net downloaded (a) Door safety net is equipped to prevent all personnel from falling down from the aircraft.if (b) During loading and unloading operations, all personnel shall not lean against the safety net. (c) Safety net shall only be removed after the loader has stepped beside the aircraft (d) Safety net shall be secured in place after the completion of loading and unloading activities

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

8.2 SAFETY ON AIRSIDE

All GHA involved in handling the aircraft are responsible for the precautions to be taken to protect personnel, aircraft and equipment from injury or damage during such operations. The following areas and operations listed below require special attention: Engines blast and suction areas (a) During high power run, there is the possibility of being drawn into a jet engine. Personnel in the vicinity of a running jet engine should keep at least 8m away from the front, 5m away from the wing tip and a minimum of 80m from the behind of the stationery aircraft. Items such as pencils, hats, gloves and tools should not be carried loose as they can be sucked into engines. printed (b) No driver shall drive a vehicle towards an aircraft with its engine running. An aircraft with its engine running will display a flashing red light signal known as anti-collision light. or NOTE: Staff must always remind to keep away from engines thrust of each aircraft types, as followings;

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B738 Exhaust velocity Contours, Idle Power

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printed or

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Q400 Exhaust velocity Contours, Idle Power

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printed or

ATR72 Exhaust velocity Contours, Idle Power downloaded Aircraft parking standif (a) Ground equipment and steps should be secured and any litter, tools etc., should be cleared away as they pose hazards. (b) Care must be taken to avoid sharp protruding parts of the aircraft. Some examples include pilot tubes, vortex generators, control surfaces, radio antennae, static tubes, landing gear door and open hatches. (c) Clothing soaked in fuel must be removed and laundered. All fuel and oil have a deflating effect on the skin, in addition to giving off toxic vapor. Examine whatever liquid is on the skin, as certain liquids may cause dermatitis or cause infection. (d) Ear plugs, ear muffs or a combination of both must be used on the apron, as exposure to high noise levels can cause noise-induced Uncontrolleddeafness. (e) Smoking is strictly prohibited at the ramp area.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Aircraft Handling Door Opening (a) Passenger entrance and service doors shall normally be opened from inside only. In exceptional cases cabin doors may be opened from outside. In such cases, special attention shall be paid to the disarming of the door-slider evacuation. NOTE: Cabin doors may only be opened by personnel who have received appropriate training. (b) In order to prevent injury to personnel and damage to aircraft and equipment due to misinterpretation, only the standard signals must be shown to cabin attendants responsible for the door operation that: (c) Ground equipment, i.e. passenger steps, passenger loading bridges, and galley loading vehicles are correctly positioned. printed (d) The area required for deployment of integral stairways is free from obstruction. or (e) The standard signals to be used for this purpose are: Knocking 3 times on the door, and Thumb-up signal

GSE Parking (a) Only in designated airside equipment parking areas when not in use or after handling activities have completed, (b) In a manner that does not obstruct access to firefighting equipment, (c) In a manner that does not obstruct access to the fuel hydrant emergency stop switch, (d) Does not obstruct the evacuation of persons from the aircraft in an emergency, downloaded (e) Does not obstruct the movement of a fuelling vehicle away from the aircraft, if (f) Does not unnecessarily impede the accomplishment of other aircraft handling operations in progress.

Fuelling/De-fuelling with Passengers Embarking, On Board or Disembarking Fuelling with Kerosene (JET A, JET A1) when passengers are embarking, remaining on board, or disembarking, is allowed unless prohibited by Airport Authorities and following conditions are met to ensure a coordinated and expeditious cabin evacuation in the unlikely event that fire does occur: (a) After arrival of the aircraft, the P-i-C must ensure that fuelling shall not be commenced before passenger steps/passenger jetways are Uncontrolledpositioned and the passengers have started disembarking. (b) Permanent supervision of passengers by cabin crew and station personnel shall be provided. The airport fire brigade and airport ramp

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

control shall be informed accordingly. Passengers shall be led directly to and from the aircraft, keeping the maximum possible distance from the fuelling zone. (c) A two-way communication shall be established and shall remain available between the flight crew and cabin crew for the purpose of ensuring notification when the fuelling operations start/end and when a passenger evacuation is required. (d) The “seat-belt” sign must be switched OFF. (e) The “No Smoking” sign must be switched ON, together with interior lighting to enable emergency exits to be identified. (f) An adequate announcement must be made to the passengers, repeated as necessary, including the following information: printed (i) Fuelling with take place; (ii) No-smoking policy must be observed; or (iii) Passengers must remain seated with their seat belts unfastened; (iv) Use of electronic devices is prohibited. (g) The minimum cabin crew complement must be present on board and be prepared for an immediate emergency evacuation. (h) One exit door (normally used for passengers disembarkation/embarkation), with Jetway/stairs in position, must be designated as primary exit intended for emergency evacuation. The area outside that exit must be unobstructed. (i) In addition, one secondary exit, with Jetway/stairs in position or exit door must be designated as exit intended for emergency evacuation. The area outside thatdownloaded exit must be unobstructed. Note: This exit door must be closed (and disarmed, if applicable) with the assignedif cabin crew standby until the refueling/de-fuelling is completed. The ground area beneath that exit (and the associated slide deployment area) must be kept clear and free of vehicles/obstacles on the ramp within at least 12 meter from the aircraft. In case evacuation is required, following the Evacuation Command, the cabin crew shall open that door (in the armed mode to allow slide inflation and rapid evacuation) if outside conditions are safe. (j) The choice of the designated primary and secondary exit doors shall be communicated to all crew on board by the P-i-C. (k) Inside the cabin, ground servicing activities and work (such as catering and cleaning) should be conducted in such a manner that they do not creat a hazard. The required emergency exits as well as Uncontrolledthe aircraft aisle(s) leading to the exit doors must never be blocked by unattended catering or cleaning equipment. (l) All dividers/curtains must be secured n the open position.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

(m) In case of passengers remaining on board, gathering in the entrance area(s) shall be avoided. Cabin crew must be aware of the location of wheelchair passengers to ensure a safe emergency evacuation of these passengers if it becomes necessary. (n) If the presence of fuel vapour is detected inside the cabin, or any hazard arises during the re-fuellinig/de-fuelling, the process must be stopped immediately. (o) It is recommended but not mandatory to position fuel truck on the right (Starboard) side of the aircraft. Boarding shall not be delayed because of the fuel truck position. (p) A fire truck must be presented (apply only if it is an airport requirement). printed (q) In case of evacuation is required, crew shall follow Aircraft Evacuation procedures. Note: Fuelling of wide-cut fuel (e.g. JET B/JP4 or equivalent)or with passengers emabarking, on board or disembarking is not allowed. The following processdure shall be applied: (a) The pilot(s) shall: (i) Ensure that at least one cockpit crewmember remains in the cockpit during the entire process; (ii) Establish coomunication with the engineer or ramp master (where applicable); (iii) Switch the no smoking sign “ON”; (iv) Switch the fasten seatbelt sign “OFF”; (v) Inform the cabindownloaded crew of the beginning and ending of fuelling; (vi) Listen for fire warning form the engineer or ramp master (where applicable);if (vii) Be prepared to initiate a passenger evacuation if necessary. (b) The cabin crew shall: (i) Establish communication with the pilots and inform them in case of presence of fuel vapour in the cabin; (ii) Perform the required annouoncement according to Public Announcement Handbook (PAH); (iii) Lavatories may be used but avoid queuing of passengers; (iv) Ensure that the designated emergency exits are unobstructed; (v) Ensure that the ground servicing such as catering or cleaning does not risk creating hazard or hindering an emergency Uncontrolledevacuation; (vi) Secure all dividers and curtains in the open position and ensure that the aisles are free from any obstacles; (vii) Be presented in the immediate of their respective exits;

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

(viii) Be prepared to initiate a passenger evacuation if necessary. (c) The ramp agent must ensure that: (i) The area around emergency exits is kept clear; (ii) The fire service is alerted; (iii) The fire brigade is positioned at the aircraft in case the response time exceeds three (3) minutes; (iv) Passengers embarking/disembarking is carried out in a controlled manner. (d) The engineer on ground shall: (i) Establish communication with the pilot(s); (ii) Inform the pilot(s) of the beginning and ending of fuelling;printed (iii) Alert the pilot(s) if fire occurs and take appropriate actions; (iv) Stop fuelling upon pilot’s request. or Note: Once communication is established with the Pilot(s), the Ground Engineer need not maintain radio monitoring during the entire refuelling process. Approaching an Arrival Aircraft (a) GSE including the passenger boarding bridges is not permitted to move toward an aircraft unless: (i) The aircraft has stopped and brakes engaged. (ii) The nose wheels are chocked and safety cones positioned according to customer airlines requirements. (iii) Engines are shutdownloaded down, if applicable. (iv) The anti-collision beacon is off, if applicable. (v) If GSE movementif is required such as engaging the GPU whilst the engine is still running, then it has to be carried out under close supervision of ensuring safety clearance and if required, marshalling is practiced. (b) When working around an aircraft, be alert for protrusions that could cause injury, such as antennas, pilot tubes, vortex generators and air- conditioning pack exhaust ports. (c) Aircraft servicing involves several types of vehicles. General guidelines for positioning vehicles at the aircraft include:  Baggage-handling vehicles (belt loaders) are normally the first to approach, followed by catering and cabin-cleaning vehicles. (d) After the baggage-handling vehicles are in position, tow vehicles Uncontrolledpulling carts, trolleys, carts (barrows), equipment carrying baggage, cargo and mail may approach. (e) Provide clear access and egress to the refueling vehicle.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Aircraft and GSE Marshalling (a) Standard aircraft Marshalling signals and used for guidance of GSE by using torch lights, bats, and hand signal.

Description of Signal Meaning of Signal Signals

Marshaller directs pilot if traffic To proceed under conditions on aerodrome further guidance by require this action marshaller. printed or

Arms above head in vertical position /or with palms facing This bay. inward

Both arms extended to the Proceed to next indicate direction of next downloaded marshaller marshaller. if

Arms a little aside, or palms facing backward and Move ahead. repeatedly moved upward- backward from shoulder height.

Turn to your left: Right arm remain shoulder height, left arm repeatedly Turn moved upward-backward. UncontrolledSpeed of arm movement indicating rate of turn.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signals

Turn to your right: Left arm remain shoulder height, right arm repeatedly Turn moved upward-backward. Speed of arm movement indicating rate of turn.

Arms repeatedly crossed printed above head (the rapidity of the arm movement should be related to the urgency of the Stop or stop. i.e. the faster the movement the quicker the stop)

Engage brakes: Raise arm and hand, with fingers extended horizontally Brakes Set in front of body then clench fist. downloaded if

Fully extend arms and wands downwards at a 45 degree Hold Movement of angle to the sides. Hold this Aircraft position until it is clear for the aircraft to move.

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Description of Signal Meaning of Signal Signals

Raise right hand above head level and close fist or hold Do not Touch wand in horizontal position , Controls left arm remains at side by knee

printed

Extend both arms at 90 or degree from body and move Interphone hands to cup both ears.

With right arm at side and left arm raised above head at a Open/Close Stairs 45 degree angle, move right Forward/Aft arm in sweeping motion downloaded towards top of left shoulder.if

Release brakes: Raise arm and hand, with fist clenched extended Brakes Released horizontally in front of body then extend fingers. Uncontrolled

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signals

Chocks inserted: Arm above head in vertical position /and palms facing Chocks On inwards, move arms from extended position inwards. printed Chocks removed: or Arm above head in vertical position /and palms facing Chocks Off outwards, move arms outwards

Left hand overhead /with appropriate number of fingers extended, to indicate the Start engine(s) number of the engine to be started and circular motion of downloaded right hand at head level if

Either arm and hand level with shoulder, hand across throat palm downward. The Cut engines hand is moved sideways with the arm remaining bent.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signals

Arms down /with palms toward ground, then moved Slow down up and down several times.

Right arm raised at elbow with All clear thumb erect printed

or

Hold right arm straight out at 90 degree from shoulder and point wand down to ground or Negative display hand with thumbs down, left hand remains at side by knee

NOTE: In case of aircraft have to swingdownloaded out or power back to taxi way, procedure as followings; if

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signal

Fully extend arms and hand downwards at 45 degree Power Back angle to the sides. Wave arms up & down from thigh to (ATR) waist.

printed Fully extend right arm and wand downwards at a 45 Left while power degree, left arm repeatedly back or moved upward-backward.

Fully extend left arm and wand downwards at a 45 Right while power degree, left arm repeatedly back moved upward-backward.

downloaded Swing to your left: if Right arm remain shoulder height, left arm repeatedly Swing to left moved upward-backward.

Swing to your right: Left arm remain shoulder height, right arm repeatedly Swing to right moved upward-backward. Uncontrolled

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signals

Arms down with palms facing ground, then either Slow down engine(s) right or left hand waved up on indicated side. and down indicating the left or right side engine(s) respectively should be

slowed down. printed Both arms straight forward and fold together as shown Power Back in picture. Then both arms or repeatedly spin forward.

Marshalling signals from a pilot of an aircraft to marshaller by hand signal.

Description of Signal Meaning of Signal Signals

Raise arm and hand with fingers extended Brakes engaged horizontally in front of face, then clench fist downloaded if

Raise arm with fist clenched horizontally in front of face, Brakes released then extend fingers.

Arms extended palms outwards, move hands Insert chocks inwards to cross in front of face. Uncontrolled

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signals

Hands crossed in front of face, palms facing outwards, Remove chocks move arms outwards.

Raise the number of fingers on one hand indicating the number of the engine to be printed started. For this purpose the aircraft engines shall be numbered in relation to the or marshaller facing the aircraft Ready to start from his right to his left, i.e. engines. No. 1 engine shall be the port outer engine, No. 2 shall be the port inner engine, No. 3 shall be the starboard inner engine and No. 4 engine shall be the starboard outer engine.

Guideman Hand Signals for specificallydownloaded GSE Operations. Standard aircraft marshalling signal shall also be used for marshalling GSE equipment. NOTE: In order to avoid possibleif confusion with flight crew, no hand signals for GSE operation shall be used until all aircraft marshalling completed.

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Description of Signal Meaning of Signal Signals

Stretch both arms toward equipment, palms down, hand Lower movement in down direction

Distance shown between hands corresponds to amount printed of distance available. Move Indicate Distance hands together to indicate closure of distance. or

Hold arms fully extended above head, open left hand horizontally and move finger tips of right hand into and To connect GPU touch the open palm of left hand (forming a “T”). At night, torch light can also be used to form the “T” above the head.

Hold arms fully extended above head with finger tips of downloaded right hand touching the open horizontal palm of the leftif hand (forming “T”), then move right hand away from the left. To disconnect GPU DO NOT disconnect power until authorised by the flight crew. At night, torch light can also be used to open the “T” above the head.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Description of Signal Meaning of Signal Signals

Fanning type motion on right hand, from the shoulder to the knee, while at the same time Fire pointing with the left-hand wand to the area of the fire.

printed NOTE: In case of emergency situation these picture and guidance below are for fire fighter and flight crew; or Description of Signal Meaning of Signal Signals

Emergency evacuation is depend on determination of fire fighter or rescue staff. Right arm fully extend against Advise to evacuate body. Left arm forward on sight level, the repeatedly move backward-forward.

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Both arms cross above head Advise to stop with the palm facing forward.

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Description of Signal Meaning of Signal Signals

In case of no sign of dangerous or emergency situation be suppressed. Emergency is Both arms fully extend at 45 cleared degree. Then repeatedly move to cross together and back to originate.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

8.3 GROUND SUPPORT EQUIPMENT (GSE)

Safety Instructions for Operating Motorized Vehicles in Airside Area Basic Operating Requirements for GSE (a) Generally any vehicle operates in Airside will need to follow safety requirement and guidelines issued by Airport Authorities. The basic criteria for vehicle in Airside is as follows: (i) Company Logo printed or

(ii) Yellow Beacon Light (iii) Fire Extinguisher (iv) “Speed Limit” Sign (v) Airfield Vehicle Permit (b) General Safety Instructions for Ground Support Equipment (GSE). Apply these procedures whenever operating GSE on the ramp. (c) Only drive or operate GSE if you are trained and authorized for that specific equipment type. Caution: downloaded  When operating equipment, check the equipment contactif zone for possible aircraft damage and immediately report any damage found.  Use all safety devices fitted on GSE (e.g. bumpers, handrails, stabilizers, etc.) during aircraft handling and servicing.  Ensure protective rubber bumpers ARE NOT compressed against aircraft fuselage. (d) Check all GSE involved in aircraft handling at the start of a shift (at least once per day), in particular the “parking” brakes, rubber protective bumpers, safety systems and all other proximity sensors. (e) Perform a vehicle/equipment walk around check prior to its use. (f) Apply parking brakes and place the gear selector in the “PARK” or Uncontrolled“NEUTRAL” position on all GSE when it is parked or positioned. (g) When positioning GSE, make sure:

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(i) Clearance is kept between all GSE and the aircraft to allow vertical movement of the aircraft during the entire ground handling process-preventing contact between and equipment. (ii) Do not carry extra personnel during GSE movement without an approved seat-apply the “no seat-no ride” principle. (iii) Do not operate vehicles or equipment while using hand-held portable electronic devices. (iv) After positioning equipment on the aircraft, raise all safety rails on conveyor belts, loaders and other elevated devices-except where restricted by aircraft type. (v) Do not leave any vehicle unattended with its engine running. (vi) If equipped with stabilizers, ensure they are deployed beforeprinted operation. (vii) Do not drive GSE with lifting devices in the raisedor position, except for final positioning of the GSE onto the aircraft. (viii) Do not move any GSE, including passenger boarding bridges, towards the aircraft unless (h) All of the following criteria are met: (i) Aircraft has come to a complete stop; (ii) Engines have been switched off and are spooling down; (iii) Anti-collision lights are switched off; (iv) Wheel chocks are positioned; (v) Ground/Flight Crew communication has been established, and clearance has been given, if applicable. NOTE: The abovedownloaded does not apply for ground power units (GPU) (i) Non-Motorizedif GSE (i) When parked, all non-motorized GSE must have brakes set or chocks in place when not connected to motorized vehicles.

Pre-Operations Safety Check Conduct a pre-operations safety check before operating any ground service vehicle to ensure that: (a) Visible damage or abnormality is detected (b) Any cables or hoses are stowed (c) If the equipment is carrying a load, all locks, stops, rails and straps are fastened and are securing the load Uncontrolled(d) All inside and outside lights are in good working condition. (e) Steering and brakes, including emergency brakes, are in good working condition.

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(f) Tires are inflated properly and have adequate tread. (g) The windshield, if installed, is attached properly, free of cracks and scratches, and clean. (h) Wiper blades, lights and signals are in good working condition. (i) Fuel, oil and water levels are sufficient. (j) If external damage exists, it will not affect vehicle performance or cause injury to personnel or damage to other equipment, facilities or aircraft. (k) There are no leaks or spills. (l) Tow couplings, if installed, are attached properly. (m) All hydraulically operated equipment (e.g., conveyor belt)printed and stabilizers are operative. (n) The two-way radio, if supplied, is fully operational. or (o) All aircraft protective buffers (bumpers) are in good condition.

Ground Support Equipment Positioning Follow these general procedures for positioning ground support equipment (GSE): (a) Position GSE behind the ramp safety lines during aircraft arrival and departure (b) Vehicle or equipment should not exceed the authorized speed limit, always maintain a safe distance from other vehicle (MIN 5 meter – MAX 15 meters apart) (c) When GSE is parkeddownloaded in airside areas, parking brake to be applied, with the gear lever in “Park” or ‘Neutral”. (d) Unattended vehiclesif (i.e. driver is not in the driving position) or motorized GSE, when positioned at or near the aircraft have the parking brake applied with the gear selector in park or neutral, and if equipped, wheel chocks installed. (e) Operators of electrical or motorized GSE that is positioned at or near the aircraft, and is being utilized in the operating mode: (i) Remains in a position within easy reach of the emergency controls. (ii) The equipment is not fitted with external emergency controls, remains in the operating position and in control of the equipment. (f) GSE are prevented from being moved into or driven across the path Uncontrolledof: (i) Taxiing aircraft (ii) Embarking or disembarking passengers on the ramp, stop and give ways for passengers

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(g) GSE are prevented from being driven with elevating equipment in the elevated position, except during final positioning of the equipment to the aircraft. Retract the equipment to its base and safe original position (h) During GSE positioning and removal operations, appropriate safety measures must be observed around the GSE and the aircraft to prevent accidents. GSE should only be operated by licensed and competent GHAs. The speed of the GSEs should not exceed 15 km/h at the aircraft stand. (i) The following GSE must be prepared and operationally ready prior to ramp operations: (i) Conveyor Belt Loader printed (ii) Aerobridge (iii) Mobile Crew and Passengers Stairs (for remote bayor handling) (iv) Chokes and Safety Cones (v) Water Servicing Truck (vi) Lavatory Servicing Truck (vii) Baggage Carts (viii) Pushback and Tow Bar (ix) Fire Fighting Equipment (Cart) (x) Ground Power Unit (xi) Crew and Passenger Transport Bus (for remote bay handling) (xii) Air Starter Unit (if required) (xiii) Air Conditioningdownloaded Unit (if required) (j) Securing Necessaryif Number of GSE and Equipment Secure necessary number of GSE and equipment, taking peak hours of operation into consideration. (k) All GSE operators must be trained and should show competence through both written and practical assessments for each type of GSE that they will operate. Recurrent training should take place within 3 years, or at an interval as required by the local authorities.

Unserviceable Equipment Equipment with defective brakes, protective buffers (bumpers) steering tow couplings, lights, wheels or windshield wipers or with fuel or oil leaks must be removed from service. An “UNSERVICEABLE” label should be placed on the vehicle and not utilized in airside operations. UncontrolledAdopt the following procedures when unserviceable equipment needs to be removed from the operations area: (a) Notify the supervisor, who should contact the maintenance provider.

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(b) Remove the vehicle from the area according to the emergency breakdown procedures. (c) Do not operate vehicles or equipment labeled unserviceable until they have been repaired and the supervisor has released them for use.

Ground Equipment with Rubber Buffers All ground equipment that touches the aircraft must have protective buffers (bumpers) at the contact point. Also, anything protruding from ground equipment that could accidentally touch the aircraft must have a buffer. The following additional guidelines should be followed: (a) Do not use any equipment with damaged buffers. printed (b) Maintain a 25-millimeter (one-inch) space between the buffer and the aircraft. or (c) Keep a 50- to 70-millimeter (two- to three-inch) space between the buffer on an aircraft. (d) Do not allow buffer-equipped ground support equipment such as carts and ground power units inside the one-meter (three-foot) no-drive area. These buffers are intended only to minimize damage from accidental contact with an aircraft.

Marshalling Hand Signals / GSE Hand Signals Equipment / GSE Marshalling (a) When the vision of the GSE operator is or might be restricted, the movement of GSE operated in close proximity to the aircraft, is directed by one or downloadedmore guide persons. (b) Marshalling signals are utilized by the guide person(s). The guide person(s) is/areif positioned so that clearance from the aircraft, other equipment, vehicles or facilities can be accurately judged, and signals can be visually communicated to the GSE operator. (c) If visual contact with the guide person is lost, the GSE operator stops movement of the GSE immediately. Operation would resume once visual contact is re-established. (d) Illustrations of standard hand signals as per 8.2.7 (Aircraft and GSE Marshalling). (e) Additional Guidelines for Giving and Receiving Hand Signals include: (i) The marshaller should position his/her hands well over his head or to the side of the body so the vehicle driver can easily understand the signal. Uncontrolled(ii) The marshaller should always face the vehicle when it is being driven forward and reposition himself if he loses sight of the vehicle driver.

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(iii) The vehicle driver must stop if he loses sight of the marshaller or believes the vehicle is too close to the aircraft. (iv) When guiding from behind, the marshaller shall be visible to the driver but not directly in the path of the vehicle. (v) The marshaller should check the ramp area through which he walks to ensure that there are no obstructions. (vi) The marshaller must monitor the vehicle’s path. (vii) The marshaller must use bright or lighted wands when visibility is reduced.

Aircraft Marshalling printed Marshalling during aircraft ground movement operations are carried out during the following operations or (a) power-in (b) power-out (c) power back (d) The marshaller during aircraft ground movement operations shall: (i) provide standard marshalling signals in a clear and precise manner to arriving and departing aircraft (ii) qualified by training (iii) wear distinctive identification fluorescent safety vest to permit positive identification by the flight crew (iv) use marshalling torch or table tennis bats downloaded if

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8.4 ITEMS TO BE COMMUNICATED BETWEEN GA/GHA AND FLIGHT CREW

Phase Task GA/GHA Action GPU Removal When instructed by flight crew, remove GPU. 1. Get confirmation that the aircraft's parking brake is set. 2. Get confirmation that the nose wheel steering is Tow bar / depressurized-if applicable. Tractor 3. Advise flight crew that the lockout pin is inserted - connection if applicable. Departure 4. With permission from the flight crew, connectprinted the Preparation tow bar/tractor.

1. Get confirmation from flight crew that aircraft Chock or parking brakes are set. Removal 2. Remove chocks with permission from flight crew.

Advise the flight crew that the pre-departure check Pre-departure has been completed or if something is not as check expected

Starting When requested by the flight crew, advise when the Engines engines may be started. Engine Start When requested by the flight crew, signal to the ASU ASU operatordownloaded to supply the required pressure. Get confirmation that aircraft's parking brakes have Brakes if been released Movement of the aircraft Get permission from flight crew, then commence the (pushback/ Pull pushback Pushback out) (and engine start) If applicable, ask in which direction the aircraft has Direction of to pushed/in which direction the nose should point push/ nose after pushback.

When requested by the flight crew, advise when the Engine start engines may be started.

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Phase Task GA/GHA Action 1. Get confirmation that the aircraft's parking brake is set. 2. Get permission from flight crew to lower the nose Tow bar and/or disconnect the tow bar. Tractor Pushback 3. Remove the steering bypass pin-where disconnect completed applicable. & Engine 4. Get permission from the flight crew to remove start any remaining chocks. completed 1. Get permission from flight crew to disconnect the Headset headset. removal 2. Advise flight crew to hold position and wait for visual signal at left / right of the aircraft. printed 1. Display the steering bypass pin-where applicable. "All Clear" 2. Give the “All Clear” signal when the path of the Departure signal aircraft is clear of all obstacles. or 3. Get acknowledgement of “All Clear” signal.

The diagram below shows the basic layout of each GSE in and aircraft parking spot for B737-800

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

 No vehicles and GSEs must pass or park under the aircraft unless vehicleare used to service the aircraft.  In the area within 10m from the aircraft, the traffic speed shall be kept at less than 5km/h.  Approach stationary aircraft at an angle and keep to the aircraft on the driver's side (not meant for docking to aircraft).  Use a guideman when reversing vehicles towards the aircraft.  To engage the handbrake whenever the vehicle is stationary. Do not drive behind an aircraft when its engines are running or when the aircraft anti-collision light is still on (flashing red light).  Operators should take note to not cross beyond the safety printed cones which are placed around the parked aircraft.  Do not approach an aircraft until the ground engineer gives the 'thumbs up' signal after the aircraft has come to a completeor stop, the wheels have been chocked and the engines shutdown.

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The diagram below shows the basic layout of each GSE in and aircraft parking spot for Q400

printed or

 No vehicles and GSEs must pass or park under the aircraft unless vehicleare used to service the aircraft.  In the area within 10mdownloaded from the aircraft, the traffic speed shall be kept at less than 5km/h.  Approach stationaryif aircraft at an angle and keep to the aircraft on the driver's side (not meant for docking to aircraft).  Use a guideman when reversing vehicles towards the aircraft.  To engage the handbrake whenever the vehicle is stationary. Do not drive behind an aircraft when its engines are running or when the aircraft anti-collision light is still on (flashing red light).  Operators should take note to not cross beyond the safety cones which are placed around the parked aircraft.  Do not approach an aircraft until the ground engineer gives the 'thumbs up' signal after the aircraft has come to a complete stop, the wheels have been chocked and the engines shutdown.

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The diagram below shows the basic layout of each GSE in and aircraft parking spot for ATR-72

printed or

 No vehicles and GSEs must pass or park under the aircraft unless vehicles are used to service the aircraft.  In the area within 10m from the aircraft, the traffic speed shall be kept at less than 5km/h.downloaded  Approach stationary aircraft at an angle and keep to the aircraft on the driver's side (notif meant for docking to aircraft).  Use a guideman when reversing vehicles towards the aircraft.  To engage the handbrake whenever the vehicle is stationary. Do not drive behind an aircraft when its engines are running or when the aircraft anti-collision light is still on (flashing red light).  Operators should take note to not cross beyond the safety cones which are placed around the parked aircraft.  Do not approach an aircraft until the ground engineer gives the 'thumbs up' signal after the aircraft has come to a complete stop, the wheels have been chocked and the engines shutdown.

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8.5 POSITIONING OF AIRCRAFT CHOCKS AND SAFETY CONES

(a) Chocks and Safety Cones should be positioned on the aircraft immediately after it comes on block. Chocks are put under the nose gear and protective cones around an aircraft to protect it in an aircraft parking area. (b) To prevent aircraft movement when the aerobridge is attached or other external forces, the wheel should be obstructed from further movement at all times. As such, chocks shall be in contact with the wheel of the aircraft.

Safety Cones Placement and Removal printed (a) Safety cones are used to create protective zones around specific aircraft areas, especially engines and wing tips, to prevent ground accident damage from movement of vehicles or GSE. or (b) GSE equipment should only operates in the ramp only after the safety cones are installed and clearance given by the ramp coordinator. (c) Prior to arrival, make sure there are sufficient serviceable safety cones to protect the aircraft type to be handled. (d) Do not approach the aircraft to position cones unless all of the following criteria are met: (i) Aircraft has come to a complete stop (ii) Engines have been shut down and are spooling down (iii) Anti-collision lights are switched off (iv) Aircraft has been chocked (e) Place safety conesdownloaded on the ground in accordance with the recommended following diagrams within a maximum of 1 meter outward from ifthe point of the aircraft being protected. Cones must not be placed in high wind conditions. (f) Additional safety cones may be needed as per operational requirements or local regulations. (g) GSE must not approach the aircraft until all safety cones have been placed. (h) All required safety cones shall remain in place until GSE and vehicles activities around the aircraft have ceased prior to departure of aircraft. (i) Ensure all GSE has been removed from the safety zone. (j) Remove the safety cones from around the aircraft. (k) When not in use, place the safety cones in the designated storage Uncontrolledarea within a maximum of 1 meter outward from the point of the aircraft being protected.

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For B737-800, safety cones are deployed when aircraft on chock and they are located as follows: (a) One cone located in front of aircraft (b) One cone located in front of right engine (c) One cone located in front of left engine (d) One cone located at the right wing tip of aircraft (e) One cone located at the left wing tip of aircraft The safety zone restricts staff from driving any vehicles or equipment under the aircraft wings or fuselage. The image below illustrates the location of the safety cones relative to the aircraft: printed or

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For Q400, safety cones are deployed when aircraft on chock and they are located as follows: (a) One cone located in front of aircraft (b) One cone located front of right engine (c) One cone located rear of right engine (d) One cone located front of left engine (e) One cone located rear of left engine (f) One cone located at the right wing tip of aircraft (g) One cone located at the left wing tip of aircraft The safety zone restricts staff from driving any vehicles or equipment under the aircraft wings or fuselage. The image below illustrates theprinted location of the safety cones relative to the aircraft: or

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For ATR-72, safety cones are deployed when aircraft on chock and they are located as follows: (a) One cone located in front of aircraft (b) One cone located front of right engine (c) One cone located rear of right engine (d) One cone located front of left engine (e) One cone located rear of left engine (f) One cone located at the right wing tip of aircraft (g) One cone located at the left wing tip of aircraft The safety zone restricts staff from driving any vehicles or equipment under the aircraft wings or fuselage. The image below illustrates the locationprinted of the safety cones relative to the aircraft: or

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

Aircraft Chocking These procedures provided for all NOK aircraft types: (a) Wheel Chock Placement (i) Make sure that adequate numbers of serviceable chocks are available for the aircraft arriving taking into account the ramp and/or weather conditions. (ii) Do not approach the aircraft to position chocks unless all of the following criteria are met:  Aircraft has come to a complete stop.  Engines have been switched off and are spooling down.  Anti-collision lights are switched off. printed (b) The staff responsible for placing the wheel chocks has to stand clear of the centerline and keep eye contact to the marshaller.or (c) Only when the marshaller gives the stop sign and the aircraft has come to a complete stop at its final position, can the staff place the wheel chocks. (d) Immediately place chocks forward and afterward of the nose gear. This is the first action to take place around the aircraft and shall be completed before other activity may take place. (e) Give the “Chocks Inserted” hand signal to the flight crew. (f) When placing wheel chocks, stand well clear of the path of the tires, as serious injuries could occur if the aircraft begins to roll prior to the final placement of chocks. (g) When inserting wheel chocks, position one chock in the center in front and one behind thedownloaded tire(s), parallel to the wheel axle and only lightly touching the tires. (h) If the aircraft isif parked on a slope, place the chocks firmly against the down side of the tire. (i) Eliminate space between a wheel chock and the tire to reduce the chances that the aircraft will “jump” a wheel chock by getting a rolling start.

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printed

Chock Placement Diagram for all aircraft typesor

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Parking Aircraft Out of Service, Night-Stop, and High Winds

Removing Wheel Chocks (a) The wheel chocks may only be removed upon approval by the walkout assistant Stretched arms down and fists with stretched thumbs (b) Remove wheel chocks before engine start-up (c) After use, chocks should be removed and stored in the maintenance trolley or designated storage area in the operation office so that they are not the cause of FOD. Uncontrolled

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Positioning Wheel Chocks for GSE (a) For equipment wheel chocks, place the wheel chocks at the front and rear of the tyre once the GSE equipment is in final positioning i.e. Hand brakes are engaged. (b) Remove the wheel chocks before GSE is retracted from the aircraft.

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8.6 PREVENTING FOREIGN OBJECT DAMAGE

Foreign object debris (FOD) can damage aircraft and cause injury. Ramp personnel shall be familiar with the local program to prevent foreign object damage. Keep the ramp clear of FOD such as nuts and bolts, rags, paper, plastic, drink containers, baggage parts and tags, pavement fragments, aircraft galley waste, food and garbage. Do not wait; clean as you go.

General Procedures Procedures for preventing foreign object damage include: (a) Pick up FOD as soon as you see it. (b) If the FOD cannot be easily removed by hand, ask the supervisorprinted to request that the airport or terminal operator use a manual or airfield sweeper to remove it. or (c) Ensure receptacles for FOD are in work areas. (d) Do not leave lock wire (safety wire) and other loose items such as nuts and bolts in work areas. (e) Continuously inspect ramp areas for FOD.

FOD Checks The following checks shall be conducted prior to any aircraft movement or servicing operation: (a) Check apron and stand areas. (b) Check ground equipment staging and parking areas in proximity to area of operation. downloaded (c) Conduct a FOD walk of the aircraft parking stand removing all FOD found. if (d) Pick-up and dispose all FOD in designated garbage bins.

Pre-Departure Walk Around Check The pre-departure walk around check includes, but is not limited to, ensuring the following: (a) The apron is clear of all FOD items that may cause aircraft damage or pose a risk. (b) All GSE and passenger boarding devices are detached. (c) The stand area is clear of obstructions. GSE and vehicles are positioned clear of the aircraft path. Uncontrolled(d) Adequate clearance exists between the aircraft and facilities or fixed obstacles along the aircraft movement path.

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(e) All aircraft servicing panels and/or hatches are closed and secured (except - external power and headset panels). (f) Cabin/cargo doors. (g) handles are flush with the fuselage. (h) there is no visible damage on the aircraft, particularly around cabin and cargo doors. (i) There are no obvious signs of unmarked dents or other skin panel damage. Caution: If any of the above conditions or actions are not met, inform your supervisor, maintenance and the pilot in command. This may affect the safety of the intended flight. printed or

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8.7 FIRE PREVENTION

Fire Prevention Procedures Ramp personnel must know local fire prevention procedures, emergency evacuation plans and procedures for inspecting and maintaining fire equipment. Operators and supervisors should ensure that: (a) Appropriate types and numbers of fire extinguishers are serviceable and positioned in well-marked areas, and that access to them is kept clear. (b) Fire alarm stations are well marked and accessible. (c) Fire hydrants and hoses are well marked and accessible. printed (d) Emergency shutoff points for in-ground fueling systems are clearly marked and accessible. or (e) All personnel know the locations of fire extinguishers, hydrants, alarms and emergency fuel shutoff systems, and are familiar with their operation. (f) Emergency exits and escape routes are clearly marked and unobstructed, and illuminated exit signs are functional. (g) No-smoking areas are defined, and signs alert personnel to smoking restrictions. (h) Unserviceable fire equipment is reported immediately to a supervisor.

Smoke and Fire Warnings in Aircraft Holds (a) When an aircraft with suspected fire or smoke in the baggage compartment area,downloaded a full passenger evacuation of the aircraft should be carried outif before any baggage compartment is opened. (b) The baggage compartment door must not be opened except by a fire fighting crew with necessary equipment.

Fire in Unattended Aircraft or Airside If a fire is discovered at an unattended aircraft or within airside, immediately inform the airport authority. Try to extinguish the fire, but never put yourself in danger area.

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8.8 CARING FOR PASSENGERS GENERAL GUIDELINES For ensuring the safety of airline passengers on the ramp shall include: (a) Passengers shall be supervised and not allowed to wander. They must follow established routes to and from the terminal. (b) Passengers shall be kept clear of aircraft jet blast and propellers. (c) Passengers shall be strictly separated from vehicular traffic and kept clear of electrical cables, fuel hoses and other ramp equipment. (d) Safety cones or, if possible, physical barriers should delineate the path between the aircraft and the terminal. (e) In accordance with applicable regulations and requirements of the customer airlines, ensure when passengers are onboard,printed or embarking or disembarking from, an aircraft being fuelled. (f) Ground handling personnel are aware of the aircraft exits that have been designated for emergency evacuation. or (g) The area beneath such exits is kept clear of GSE and/or other obstructions.

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8.9 GROUND INCIDENT

Introduction Ground incident is an occurrence, other than an accident, associated with the ground handling operations of an aircraft which affects or could affect the safety of operations or causes injury or severe mental stress to any person or damage on property. Thus all employees must comply with the following reporting procedures for any ground handling incidents.

Significant Ground Incident / Accident An emergency evacuation of passengers should be carried out during any significant ground incident/accident while ramp services are being carriedprinted out at an aircraft. This should include if an aircraft is disabled at a location away from the bay/ramp area. The evacuation is necessary to secure the safety of the passengers and ensure that such an incident/accidentor do not cause any safety threats or injuries to the passengers who are present in the aircraft during the incident / accident. Example of significant ground incident/accident requiring emergency evacuation of passengers as follows:- (a) Incident related to re-fuelling – bursting of fuel hose, major fuel spillage, fuel leakage or fire (b) Sudden collapse of any aircraft structure (c) Ground support equipment hitting aircraft with strong impact or puncture of aircraft skin (d) Any fire or smoke in the aircraft interior (e) Any Ground supportdownloaded equipment on fire close to aircraft vicinity (f) Aircraft disabled on taxiway or runway(unable to be taxied or towed back to bay) if (g) Any incident where it is deemed necessary for an emergency evacuation

Ceasing work All ground services to be ceased immediately at the incident area, whenever an incident notification is received from the appropriate authority. All GA/GHA to keep away from incident site except for trained staffs that are able to assist to contain situation.

Reporting Procedures UncontrolledAll significant ground incident/accident shall be immediately reported to ramp duty manager/duty engineer by the person who first notices the incident/accident or the person who is involved in the incident/accident.

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Ramp duty manager/ duty engineer shall notify their respective superior and NOK safety department without delay. An incident report shall be submitted to OC with Station Report as soon as possible from the time of the event.

Assessment Captain and duty engineer to assess the situation and make a decision whether to evacuate the passengers. This shall be based on the severity and extend of the risk exposure to passengers. Ramp manager or safety/operation manager to be consulted. However, if the situation is obvious or there is an imminent danger, decision should be made to evacuate passengers immediately. printed

Evacuation or Once decision is made to evacuate passengers, Captain to make announcement on safe Evacuation. Crew shall usher passengers to disembark, and ensure no panic and calm disembarkation. Crew to ensure all passengers have disembarked by double checking all the seats and the toilets. Crew will leave the aircraft after all the passengers has been evacuated to terminal.

Evacuation away from bays (Taxiways/Runways) In case of emergency downloaded evacuation is required at Taxiway or Runway, Captain will contactif ATC. Ramp duty manager shall deploy manual steps and bus transportation to location then evacuate passenger and crew to terminal.

Treatment of passenger Once passenger has assembled at departure hall, GA/GHA will take over the needs of passengers. NOTE: If there is any fire at terminal building close to where aircraft is parked, aerobridge shall be detached immediately

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Process flow for response to aircraft evacuation emergencies during ground handling with passenger onboard

SIGNIFICANT GROUND Chart Legend INCIDENT/ACCIDENT LAE – Licensed Aircraft Engineer

Cease all ground activities printed

No Yes Captain or LAE to or decide evacuate

Operation Resume as Usher back Passengers to Crew to evacuate normal gate Passengers

Transport / usher Passengers back to gate Passengers Handling staff to downloadedtake from here on Ground staff to take over from here on (Delay / AOG / if Cancellation)

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Process flow for response to aircraft evacuation emergencies during ground handling without passenger onboard

SIGNIFICANT GROUND INCIDENT/ACCIDENT

No Ramp Master/Duty Yes Engineer decide to stop activity printed

Operation Resume as orAll Ground activities to normal cease

Submit report All ground staff to stay away from incident area/ secure incident area

Call for Emergency services / inform management&safety dept. downloaded

if Resume activities after Submit report clearance has been given

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8.10 AIRCRAFT ACCESS DOOR

Aircraft access door i.e. cabin access door, cargo doors and lower compartment doors are operated with applicable instruction, applicable to each type of aircraft. Only personnel that are trained and authorized to operate aircraft access doors according airline standard operating procedures. The following are guidelines and procedure for opening an aircraft door: (a) All aircraft doors which are required for passenger embarkation or disembarkation must only be opened by cabin crew from the inside of the aircraft. (b) The person should knock three times on the door. printed (c) Check through the aircraft porthole (where fitted) and get the thumbs up* from the crew if present. Note: The signal “thumbs up” in this description indicates that the door is clear and ready toor open (d) GSE attachment fittings, transfer bridges or platforms are correctly deployed when the equipment is in position at the aircraft access door. GSE operator to check for safety allowable gap when engaging GSE onto the aircraft. (e) GSE is not moved from a cabin access door unless either: (i) The cabin access door has been closed by an authorized /approved person by the airlines. (ii) A safety device such as door safety strap has been placed across the door opening to prevent a person from falling from the opening. This will depend whether the aircraft cabin access door is equipped with the safety features. (f) Before the cabin doordownloaded is closed, staff to ensure: (i) Conductif exterior inspection for obstruction that could hinder door closure. Door area should be checked for obstruction. Remove those obstructions prior to the operation. (ii) Assist cabin crew, as necessary in initiating door closing movement. (iii) Observe the door closure to confirm it is fully closed – i.e. the door seated in the fuselage recess and the exterior door handle in the stowed position. (iv) Door closed and locked being aware of persons either inside or outside aircraft door.

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Door Re-Open before Pushback (a) Tell the Ramp Master and the airline representative why the door needs to be reopened. (b) A cabin crew opens the door after the receiving signal from Line personnel. The headset person shall communicate with the cockpit crew to gain permission. (c) Once permission is granted and aircraft parking brake engaged, wheel chocks engaged and aircraft anti collision light off, then only aircraft door can be re-opened. (d) No vehicles may approach the aircraft until the departure supervisor or the ground engineering staff gives the “all clear” signal and all the safety measures and procedures adhered to. printed

Safety Device Across the Opening of a Cabin Access Dooror Cabin access door should not be opened unless GSE is positioned at the door, except: (a) A restraint device is deployed across the door opening that will prevent a person from falling from the opening. (b) Integral passenger steps are deployed, and safety railed engaged. (c) Trained engineering or ground handling personnel are on board or accessing the aircraft, and are using special harnesses. (d) All aircraft doors which are required to be opened.

Cargo Doors and Lower Compartment Doors (a) Only authorized anddownloaded trained GA/GHA shall lower compartment doors (b) Operator to ensureif during the opening/closing of the aircraft door, there are ample clearance space and no obstacles especially from the GSE equipment. Thus it is necessary to marshal the equipment, ensure safety clearance (from door swing) before the aircraft doors is open or closed. Finally position or retract the GSE equipments accordingly.

Ground Support Equipment List (a) Passenger Steps Passenger steps are used for boarding and deplaning passengers at gates (stands) that are not serviced by a boarding bridge. Follow these guidelines when positioning push-up stairs: Uncontrolled(i) Select stairs that are appropriate to the aircraft type. (ii) Conduct a pre-operational safety check of the stairs, including a check of the condition of the protective buffer and tests of the brakes, steering.

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(iii) Apply the hand brake and make sure it is in the “on” position. (iv) Fully retract the handrail on the top platform. (v) Raise the stabilizers. (vi) Put the hand brake in the “off” position. (vii) After the aircraft’s anti-collision beacon is turned off, position the stairs at the appropriate aircraft door. (viii) Observe wing, wing tip and engine clearances at all times. (ix) Leave enough distance for direct alignment of the stairs with the cabin door. (x) Position the stairs to allow a space of about 50 millimeters (two inches) from the aircraft. printed (xi) Put the hand brake in the “on” position. (xii) Put the stabilizers in the full-down position. or (xiii) Climb the stairs and then follow standard door-opening procedures. The cabin access door is to be closed by an authorized person. (xiv) Deploy the safety device/handrail and lock it in position. (xv) Reverse the process to remove the stairs from the aircraft. (b) Baggage Trolley Baggage Trolleys are used to move baggage and mail around the airport. They must not be used to transport personnel. Place loaded carts immediately behind the tow vehicle. Never tow more than six trolleys at one time. Never tow carts underneath the aircraft fuselage or engines. Drivers with trains of trolleys should avoid turning prior to, or immediately after,downloaded passing an obstacle to avoid drift or shorten the turning radiusif on corners. Follow these guidelines for operating trolley: (i) Connect the first cart to the tow vehicle’s towing assembly pin. The pins should be engaged in all eyelets of the towing coupling. (ii) Connect the other carts. (iii) Check that each coupling is connected securely. (iv) Do not load carts above the height of the end support railings. (v) Do not drive over fuel hoses or anti-static leads. (vi) Do not block the refueling vehicle or any other vehicle. (vii) Place the carts in the stowage area when not in use. Uncontrolled(viii) Engage trolley brakes or equipment chocks (wherever applicable) whilst parking.

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(c) Tow Vehicles Tow vehicles or Pushbacks are used to tow rolling stock such as carts and various type of non-motorized equipment. Follow the “no seat, no ride” rule. Follow these additional guidelines: (i) Come to a complete stop before connecting or disconnecting equipment. (ii) Ensure that there is enough clearance when towing equipment near aircraft or other ground equipment. (iii) Never walk over trailer draw bars or cross between two parked pieces of rolling stock if a towing vehicle is connected. printed (iv) Check all towing hitches before pulling rolling stock. (v) Avoid sudden braking. or (d) Toilet Trucks / Cart The complete procedure for servicing the toilet waste tank consists of: (i) Draining (ii) Flushing (twice) (iii) Adding and amount of liquid (for non-vacuum systems) Caution:  Toilet fluids are corrosive to aircraft structures.  Leakage caused by improper flushing can produce a depressurization of ‘blue ice’ at the toilet service panel. Hygienic precautiondownloaded The employee in charge of toilet servicing must in addition to his/her personal safetyif outfit, use heavy rubber gloves and safety face shield for protection against harmful wastes Caution: For hygienic reasons it is not allowed for one employee to perform toilet servicing and water servicing simultaneously. Water servicing may only be performed after finishing the toilet serving when:  Hands are washed properly with disinfectant soap.  Clothing is changed to a clean drinking water overall. The toilet service unit must never be parked in the vicinity of the water service unit or water filling point. It is not allowed to have the toilet and water service unit both under the aircraft at the same time. Uncontrolled

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Procedure for Aircraft Toilet Servicing (iv) This procedure is to be followed in general together with customer airline specific requirements as applicable. (v) There shall be two operators at each time of lavatory waste servicing. (vi) Be preparing for proper waste disposal service in order to prevent damage to the waste system with all its associated components. (vii) Verify the readiness status of both emergency stop and limit switch. (viii) All drivers must stop their vehicles to observe complete safety before moving on to the aircraft. printed (ix) Reversing the vehicle to the servicing position must have guide man outside the vehicle. or (x) When arriving at draining point, all operators must park their vehicles with parking brakes applied, chocks installed, and gear selected in neutral. General (i) Each aircraft type has specific requirements for toilet servicing and the amount of pre-charge or concentrated pre-charge product. (ii) Draining of the aircraft waste system must take place into the waste tank of the toilet service unit. (iii) The TSU operator shall observe the waste drain hose during draining to confirm that the waste tank is completely empty. (iv) Prior to openingdownloaded a toilet service panel, check for stains or leakageif around the panel. Stay clear whilst opening the panel (v) Connect the drain hose to the drain point and ensure the drain hose is connected correctly before the drain valve handle is activated. (vi) Connect the fill hose to the rill point. Flush the waste tank with the correct amount of water. (vii) For aircraft equipment with a conventional toilet system, fill the aircraft tank(s) with the correct amount of water. Drain the system again but do not refill. (viii) After servicing the toilet system, make sure there are no leaks at the drain fitting cap and the end of the drain hose (Y) coupling. (ix) Remove the drain hose and check for leakage. Close and latch Uncontrolledthe fitting caps and service door panel. NOTE: Consult an engineer for assistance if:  Fluid leakage is observed

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 The drain valve will not open or the waste tank cannot be drained Draining (i) Draining of the aircraft system must take place into the waste tank of a toilet service unit. (ii) The toilet service employee must observe the waste drain hose during draining to confirm that the waste tank is completely emptied. The hose will also vibrate for some seconds as the contents of the waste tank passes into the waste tank of a toilet service unit. NOTE: Drain the waste tanks one at a time for best cleaning results. Filling printed The following guidelines are applicable to prevent overfill of a waste tank: or (iii) Make certain the waste tank is empty. (iv) Check the fluid quantity on the toilet service panel placard (if available), prior to flushing or pre-charging. (v) Do not add more fluid than mentioned on the placard on the toilet service panel door. (vi) Do not use a toilet-servicing unit with an inoperative quantity gauge maintain constant visual contact with the quality gauge of the toilet servicing unit, while the pump is running. NOTE: If necessary, repeat the flush procedure to clear all visible contamination, This will prevent fault messages and ensures a correct valve operation. (e) Potable Water Trucksdownloaded / Cart Potable waterif systems are susceptible to contamination by bacteria and other micro organisms. All water for drinking and other personal use made available to crew and passengers shall be free from chemical substances and micro- organisms which might cause illness in any form. It is therefore essential that potable water is chlorinated and that sanitary requirements are adhered to. Hygienic Precautions (i) Quality Standard of Water Regardless of its origin, water destined for the aircraft potable water systems shall be chlorinated. Only products approved by local health authority shall be used for the chlorination of drinking water. In order to allow the chlorination agent time to Uncontrolledreact, the water service unit may not be used for aircraft servicing for a minimum of 30 minutes after being filled. The water should be circulated within the water service nit tank during this time to ensure thorough mixing with the chlorination

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agent. The filing hose connector shall be of a different size to the aircraft connector as recommended by ISO 450. Aircraft- connection for Water of Drinkable Quality. (ii) Sanitary Regulation The employee in charge of water servicing must comply with the following instructions:  He or she must wear his/her personal safety outfit.  The ‘drinking water’ overall shall be clean.  Before starting water servicing the hands shall be washed thoroughly using soap.  For hygienic reasons it is not allowed for one employeeprinted to perform toilet or water servicing simultaneously.  Water servicing may only be performed after finishing the toilet servicing when: or  Hands are washed properly with disinfecting soap  Clothing is changed to a clean drinking water overall.  The water service unit must never be parked in the vicinity of the toilet service unit and remain out of reach of animals or unauthorized persons.  Potable water service units shall not be filled up from the same tap as toilet service units.  Before the fill hose is connected to an aircraft, a few liters of water shall be pumped to waste, to ensure thorough flushing of the hose and nozzle. When the hoses are not in use, all nozzles or connectors shall be protected from contaminationdownloaded either by covers or by immersing them in receptaclesif containing chlorinated water.  The contents of the potable water service unit tank shall be drained no later than twenty four (24) hours after filling.  The cleaning and disinfecting of surviving vehicles shall be performed weekly, The interior of the water tank should be scoured at least once a month to remove any deposits.  It is not allowed to have the toilet and water service unit both under the aircraft at the same time. (iii) Instruction for Taking Water Samples  Water samples for bacteriological examination from airport water supply systems, servicing vehicles and aircraft water systems are collected 4 times per year. The frequency may be increased if the need arise. Bacteriological Uncontrolledcontamination of the water shall not exceed the standards established by the World Health Organization (WHO) or those issued by the Ministry of Health. Results of the tested samples shall be made available to customer airlines on

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request. Nok Ramp Service will take a water sample and send it to the certified department of medical/health sciences in their city who will perform the tests and then send a report back to Nok Ramp Service to keep on file.  It is recommended that a residual chlorine level of 0.3 mg/L or ppm to 0.5mg/L or ppm be used, based on IATA recommendations.  When it is found that the recommended residual chlorine level is not within the above limits then chlorine shall be used accordingly. Caution: Sending water for bacteriological examination in containerprinted other than the special sterilized containers has no value, as the correct conclusions cannot be made. These special containers can only be obtained from airport health Control department.or Take the water samples as near as possible to the time of departure of the aircraft. The consignment of water samples shall be composed of:  One water sample from an often used tap point.  One water sample from the water service unit filling tap (water service unit filling hose).  One water sample from the water service unit (aircraft filling hose). NOTE:  Do not open the container until just before sampling.  Do not downloadedtouch the inside and opening of the container or inside the lid.  Doif not smell or breathe over the container.  Unused, sterile containers can eventually be used for extra samples or duplicates. (iv) Procedure  Open the water tap and allow to flow for about one minute.  Close the water tap.  Disinfect the outlet opening of the tap.  Open the water tap again for about one minute.  Open the container and fill it inside the stream until 9/10 full. Uncontrolled Close lid immediately and close the water tap.

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(v) Label with the following information:  Station  Sampling date  Possible particulars  Address the water samples (vi) Filling the Water Service Unit All water service units shall be filled according to these instructions:  Before the water service unit is filled, the tank shall be drained completely.  Fill the water service unit approximately 50% withprinted fresh water and add sachets of hypo chlorate as needed.  Immediately after adding the hypo chlorate,or fill the tank to the maximum capacity.  Circulate the water in the tank by operating the pump with the outlet hose immersed inside the tank.  Allow to stand for 30 minutes.  Test the chlorine level to ensure it meets the desire level as follows :  Fill up the tester with treated water with water  Place on tablet in Compartment B of the Tester.  Compare the colors in Compartments.  If the colors in Compartment A and B match, the waterdownloaded is considered suitable to be delivered to the ifaircraft. After the water service unit has been filled and also after filling the aircraft system, the aircraft filling hose must remain filled and shutoff with a special clean cap. NOTE: If the remaining water supply in the water service units is not sufficient to service the next aircraft, this water shall be drained first via the drain port to ensure the water quality. The water service unit shall then be filled afresh as stated above. The filter element of the water service unit, if installed, shall be replaced at least every 14 days. After filter replacement, disinfections of the water service unit shall be performed. When water service units are parked to stand overnight, the Uncontrolledwater tank shall be empty.

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(vii) Cleaning and Disinfection of Water Service Unit  The water service unit shall be drained once a week and the outside shall be cleaned thoroughly.  All water service units shall be disinfected according to the Water Service Unit Disinfecting Procedure.

(viii) Water Service Unit Disinfecting Procedure All water service units shall be disinfecdted once a week according to the following procedure:  Empty water tank through drain valve.  Gain access into tank. printed  Inspect tank interior and clean using stiff brush and detergent. or  Wash of all traces of detergent and dirt.  Restore all tank access panels.  Fill the tank with fresh water.  Add three sachets Water Chlorination Powder (as applicable).  Circulate the water in the tank by operating the pump with the outlet hose immersed inside the tank.  Allow to stand 30 minutes.  Test the chlorine level to ensure it meets the desired level. (f) Aircraft Servicingdownloaded Procedure  Filling of the aircraft water system shall take place as close to if the departure time of the aircraft as possible. Each aircraft type has specific requirements for filling and draining. The aircraft water system may only be filled from an approved water service unit. The staff are to follow this general procedure and customer airline requirements as applicable.  There shall be two operators at each time of potable water servicing.  Be prepared for proper water service in order to prevent damage to the water system with all its associated components.  Verify the readiness status of both emergency stop and limit switch. Uncontrolled All drivers must stop their vehicles to observe complete safety before carry to the aircraft.  Reversing the vehicle to the servicing position must have guide man outside the vehicle.

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 When arriving at servicing point, all operators must park their vehicles with parking brakes applied, chocks installed, and gear selected in neutral.  Enter and raise the basket to access the service panel (if required).  Securely lock basket gate closed before operating.  Unclip and open the water service panel.  Securely lock basket gate closed before operating.  Unclip and open the water service panel.  Remove cap from water fill point.  Release the pressure to open the fill valve. printed  Turn change handle to the open position.  Disconnect water servicing hose from truckor mount and connect to aircraft fill point.  Start pump from the control panel located at the back of the truck or in the basket.  When water flows to the overflow point, stop pump and turn handle to close position (close valve). If aircraft has a level indicator light, stop pump and push lever when light comes on.  Push the lever to stop overflowing.  Disconnect water hose and stow correctly on truck mount.  Lower basket (if fitted/used).  Lavatorydownloaded service equipment must not be parked in the same area as the water service equipment.  Lavatoryif service unit and water service unit shall never be couples behind an common tow vehicle.  The water supply point for replenishing the3 lavatory service shall be at least 30 meters (100 ft) away from the supply point for the potable water service unit. Draining Draining of the aircraft water system shall be carried out in compliance with the airport regulations. (g) Potable Water uplift Fuel burn per unit of weight is highest in air transport. Considerable savings in the fuel bill can be achieved by reducing inert weight carried on board the aircraft. Excessive amounts of potable water falls into Uncontrolledthis category. Customer airlines may request that tanks are not completely filled in order to save weight. Airbus aircraft have a pre- selection device for water quantity that will automatically close the valve when the correct level is reached.

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Draining the Potable Water System  Draining the Potable water system shall only be carried out by staff that has been specifically trained on the aircraft type.  Draining shall be carried out as per the carrier’s procedure. NOTE: make sure that you close the drain valve to prevent a frozen drain line during the water system operation. The drain line can freeze during flight and cause damage to the equipment. (h) Pushback Vehicles and Towing Operation (i) Aircraft Nose Gear controlled Pushback  The pushback shall be performed by trainedprinted and authorized personnel to ensure that maximum nose gear turn limits are not exceeded.  During pushback operation, no informationor shall be exchanged via ground to flight deck communication which is not relevant to these activities. The walk-out-assistance staff shall be able to communicate with the flight crew in English.  Ensure procedures and regulations are always observed as pushback may lead to accidents with serious injury or even death.  Prior to the commencement of the pushback the responsible staff leading the pushback shall agree and brief all other personnel (pushback driver and wing walkers) involved on how communication and aircraft will be maneuvered. Such information may be which way the aircraft downloadedwill turn once Pushback out of the ramp area, what signals will be given if an emergency stop is to occur, what signalsif will be given if the aircraft hits some facility/obstacle in order to stop, etc.  The responsible staff leading the pushback shall use verbal communication (agreed phraseology) or hand signals with the flight deck.  The responsible staff leading the pushback shall not walk in close proximity to the aircraft nose gear or tow tractor during the operation and therefore shall use a flexible cord or a cordless system. If the cord system breaks down during pushback, the staff shall revert to hand signals.  Under no circumstances is the ground handling personnel to step across or over the tow bar whilst the pushback operation is in progress. Uncontrolled If pushback is performed on poor surface/weather conditions it shall always be performed at low speed. (normal speed is currently 5km/hr).

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 The tractor/ tow bar/shear/pin combination shall be suitable for the aircraft type, weight, weather conditions, and apron surfaces. All tow bars shall be clearly marked indication aircraft type and series. The tractors shall be marked with the max and min weights it can push.  The pushback tractor shall be in neutral mode and the handbrake set prior to the commencement of the operation. Prior to the commencement of movement, the tractor operator must have confirmation that the aircraft parking brake is released.  Prior to the commencement of movement, the tractor operator must have confirmation that commencement of the operation. printed  Chocks shall not be removed from the main dash gear until the tractor and tow bar are fully secured to the nose gear and the parking brake is set on the tractor. or  When connecting the tow bar to the aircraft nose gear the tow bar shall be detached from tractor.  When connecting the tow bar to the tractor, the personnel shall be facing the tractor and have both legs on one side of the tow bar.  The tractor shall not be left unattended with its engine running  Before pushback operations begins the tractor and tow bar (if applicable) shall be in line with the center line of the aircraft.  The stearingdownloaded by-pass pin shall be directly installed prior to connecting the tow bar to the aircraft and shall be removed afterif the tow bar has been disconnected.  If the connection between the aircraft and the tractor is lost while in motion the pushback operation shall be stopped and the flight deck crew shall be asked to apply brakes gently. At the end of the pushback and before the tow bar is disconnected, the flight deck will be instructed to set the aircraft brakes and hold position until receipt of visual signals for final clearance before taxi.  Once the tow bar is disconnected and the pushback operation has been successfully and safely performed, the tractor which has been disconnected from the nose gear shall be positioned so that it tis visible from the flight deck.  The GA/GHA shall give the final clearance signal Uncontrolled(displayed by showing the by-pass pin to the flight deck) and the flight deck acknowledge receiving the signal, before the aircraft commences taxiing under its own power.

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 If the aircraft is not fitted with the steering by-pass system, the steering hydraulic system is to be depressurized or the nose leg steering torque links are to be disconnected.  When the pushback movement has been stopped and prior to disconnecting the tow bar from the aircraft nose gear, tension is released from the tow bar. (ii) Towing Operations  The tractor/tow bar/shear/pin combination shall be suitable for the aircraft type, weight, weather conditions, and apron surfaces. All tow bar shall be clearly marked indicating aircraft type and series. The tractors shall be marked with the max and min weights it can push. printed  Prior to the commencement of the towing operation, the tractor should be in the appropriate drive mode.  Chocks shall not be removed from the main dashor gear until the tractor and tow bar are fully secured to the nose gear and the parking brake is set on the tractor.  The steering by-pass pin shall be correctly installed prior to connecting the tow bar to the aircraft and shall be removed after the tow bar has been disconnected.  If the stearing by-pass pin shall be correctly installed prior to connecting the tow bar to the aircraft and shall be removed after the tow bar has been disconnected.  A check is to be made to ensure the aircraft is “configured” correctly for the operation prior to any towing operations made.  A checkdownloaded shall be made to ensure link between the tractor and aircraft is functional prior to any towing operations made.if  If the connection between the aircraft and the tractor is lost while in motion the pushback operation shall be stopped.  If the tractor is overtaken by the aircraft, the responsible staff shall immediately warn the flight deck operator by horn signal or radio/interphone signal and the flight deck crew shall immediately apply brakes gently.  A seat belt shall be worn by the “brake rider” sitting in the cock pit.  All personnel on board a moving aircraft should be seated.  Prior to/during the duration of the towing operation, the aircraft should have a full hydraulic brake system pressure Uncontrolled If towing is performed on downslope conditions it shall always be performed at low speed.

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 If towing is performed during low visibility/night conditions it shall always be performed at low speed and the aircraft shall be illuminated.  If towing is done, prior to the tug being disconnected, a chock shall be place behind the main gear. (i) Ground Power Unit (GPU) Guidelines (i) Drive slowly (walking speed) whilst in the immediate vicinity of the aircraft! Approach the connecting point slowly and carefully. (ii) Never park the unit below wings, emergency exits and service doors! (iii) Visual check connector plug for damage. Protect plugs against water. Place plug hanging or inside the plug pocket after printeduse. (iv) Never expose the cable to heavy weights! Place the cable in a way that nobody could stumble or fall over it. or (v) Make sure the cable and plug are properly stored before the vehicle is moved. Never move the ground power unit, when the cable or plug is on the ground. Do not drive over the cable or pull on the cable. (vi) Never connect or disconnect the plug if main power is ON! (vii) During operation all panels have to be closed. (viii) Never use cables with damaged plugs or cables with open or damaged insulation. (ix) Never drive backward without proper assistance. (x) Manipulation or unauthorized repair work on the unit is strictly forbidden. downloaded (xi) Always check ground electrical cables and plugs for damage before connectingif to aircraft. (xii) Do not connect a wet plug to an aircraft, water is good conduct electricity and could short out causing damage to the aircraft system and injury to staff. (xiii) Remember to “plug in” before switching ON. Switch system OFF before disconnecting ground electricity from the aircraft. NOTE:  Do not drag power cables across the ground.  Always stow your cables correctly.  Electricity can kill – Do not be the one to prove it.

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Ground Operations Manual Chapter 8 Aircraft Handling Procedures

(j) Air Start Unit (ASU) Guidelines (i) Drive slowly (walking speed) whilst in the immediate vicinity of the aircraft. (ii) The operator of an air start unit must report damages and defects immediately to the ramp manager on duty. (iii) It is strictly forbidden to use an air starter with damaged hose or connection coupling. (iv) Manipulation or unauthorized repair work on the unit is strictly forbidden. (v) Hose and coupling have to be stored properly to prevent them from falling down while driving the unit. printed (vi) Do not drive over hose or coupling. (vii) Do not park air start units close to the fuselage or wing of the aircraft or passenger bridges. or (viii) Never park the unit below wings, emergency exits and service doors. (ix) Never drive backward without proper assistance. (x) Do not fold the hose, before using make sure that there are no folds. (xi) Only the operator shall connect and disconnect the hose. (xii) Never connect or disconnect the hose when it is under pressure. (xiii) Never drive the unit when the hose is connected to the aircraft. (xiv) Never start up or set the air starter to full power without advice of the engineer.downloaded (xv) Never cut off the air starter during the engine start up procedure as this wouldif cause a “hot start up“and possibly damage the engine. (xvi) Watch the operating panel and keep eye contact with the engineer or Technician on headset during the aircraft engine start up procedure. (xvii) During operation the unit has to disconnected form the tractor. The handbrake shall be engaged at any time. (xviii) The air inlet has to be free of obstacles. (xix) Never set the disconnected hose whilst it’s under pressure. Only after connecting of the unfolded hose you can begin with the start-up procedure. (xx) The emergency stop must only be used in emergency situations! Uncontrolled(xxi) The emergency stop must only be used when instructed by the Engineer or Technician.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 8-62

Ground Operations Manual Chapter 8 Aircraft Handling Procedures

(k) Air Condition Unit (ACU) Guidelines (i) Drive slowly (walking speed) whilst in the immediate vicinity of the aircraft. (ii) Never park the unit below wings, emergency exits and service doors. (iii) All instrument panels have to be closed at any time. (iv) During operation the unit has to be disconnected from the tractor. The hand brake shall be engaged at any time. (v) Never drive backward without proper assistance. (vi) Never operate with damaged hose or hose coupler. (vii) Hose and hose coupler has to be stored to prevent them printedfrom falling down. (viii) Never drive over hose and hose coupler. or Warning: (a) Before supplying air by external source make sure that at least one cabin door is open and remains open during air unit operation as per operating airline procedure. (b) Make sure that a motorized ground air supply unit is not near the aircraft. The engine exhaust pipe of the unit MUST point away from the aircraft. Heat from the unit's exhaust can cause damage to the aircraft structure. (c) As part of the fuel conservation programs of most airlines, pre- conditioned air is required at all airports that provide on-stand preconditioned air. (d) To connect PCA: downloaded (i) Open accessif panel. (ii) Connect ground pre-conditioned air unit to aircraft. (iii) Start up ground pre-conditioned air unit. (iv) On the ground pre-conditioned air unit, select the desired cooling or heating air temperature or position the selector in the appropriate position. (e) To disconnect PCA: (i) Shut down ground pre-conditioned air unit. (ii) Disconnect ground pre-conditioned air unit from aircraft. (iii) Close the access panel. (iv) Retract the PCA hose to the fully stowed and secured position. Uncontrolled(f) To avoid damage to aircraft when first starting up, do not set controls for air delivery with engine speed above 1200 rpm.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 8-63

Ground Operations Manual Chapter 8 Aircraft Handling Procedures

(g) The unit provides knobs for the individual hose. With the "hose" knobs pulled out, the air will flow through the delivery hose. For air delivery, pull out “hose“. (h) Do not hold the “Ignition hold“ switch for extended periods of time since the unit safety circuits are over-ridden (i) Units with turbo-charged engines shall be operated for a minimum of 2 minutes at low rpm (approximately 800) to allow the turbocharger to cool down; otherwise could result to serious engine damage (j) After completing duty, check and disconnect all cables (hose/ hose couplers) from the aircraft before towing the unit.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 8-64

Ground Operations Manual Chapter 8 Aircraft Handling Procedures

8.11 Aircraft Security on Ground

Aircraft on Ground To ensure the security measures are followed, all ground staff concerned shall ensure; (a) During layover when aircraft is not under servicing (all activities stopped), all aircraft doors shall be closed and steps/aerobridge withdrawn. (b) The aircraft shall be parked in the lightened area during darkness. (c) All unguarded access doors of aerobridge connecting to the aircraft shall be locked. (d) Prior to commencing any loading activity onto the aircraft fromprinted an originating station, ground staff concerned shall search the compartment for questionable objects and irregularities.or (e) All ground staff shall display proper ID prior to their entry to the aircraft shall deny entry to unauthorized persons to enforce access control. (f) Security screening shall be conducted on such authorized persons and their carry-on items where authorized persons enter the aircraft from the ramp or any other non-sterile area. The screening shall be performed by using metal detectors or body search. (g) Unauthorized persons attempting to access the aircraft must be challenged and reported to Station Manger and/or the authorizes, if necessary.

Night Stops or Long Ground Stops (a) Confirm with cabindownloaded crew that all passengers have disembarked. (b) Confirm with cabin crew that there is no passenger’s belonging left behind in overheadif locker and cabin. (c) Ensure that passengers’ baggage, security item, company mail and cargo loaded in compartment are completely unloaded. (d) Ensure all stairs and ladders shall be removed and stored at another location after completing all work.

Note: To ensure that the security measures according to announced Threat Levels are followed. Please refer to Security Manual (SEM) chapter 8.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 8-65

Ground Operations Manual Chapter 8 Aircraft Handling Procedures

8.12 DE-ICING/ANTI-ICING OF AIRCRAFT

Scope An aircraft shall not take off when frost, ice, snow, or slush is adhering to the wings, control surfaces, propellers, engine inlets or critical surfaces of the aircraft. The ultimate responsibility for determining that the aircraft is clean and meets the airworthiness requirements rests solely on the Pilot- in-Command of the aircraft.

Responsibility At all international stations on the NOK network the ground operations are handled by ground handling agents appointed by NOK. The de-icingprinted /anti- icing procedure of the ground handling company can be used if the procedure is approved or accepted by NOK by ensuring that the service provider is conducting de-icing/anti-icing operations in a safeor manner and in accordance with international standard. The Contracted services’ training shall be as follows: (a) The employee should not operate deicing equipment without direct supervision unless previous trained and qualified to do so. (b) The employee shall not de-ice or anti-ice an aircraft without the required training program. (c) The employee shall be trained to find information regarding specific de- icing/anti-icing procedures for the aircraft of which they are servicing. (d) The employee shall ensure that they receive initial and periodic recurrent de-icing/anti-icing training. NOK may, nevertheless,downloaded from time to time or when necessary audit these operations to ensureif the handling company’s approved or accepted procedure is being followed.

Record The copies of Ground De-icing/Anti-icing Record shall be filed at concerned international stations for one year.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 8-66

Ground Operations Manual Chapter 9 Load Control

9 LOAD CONTROL

9.1 INTRODUCTION Load control is a function which ensures the production of all applicable documentation to comply with operator and regulatory authorities for an individual flight. This includes planning, reporting and recording the loading of the aircraft.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-1

Ground Operations Manual Chapter 9 Load Control

9.2 LOAD CONTROL PRINCIPLES Load control is an essential function which guarantees the safety of a flight. It includes accurate planning, recording and reporting of all load distributed on an aircraft. Documented communication is required to ensure correct weight & balance calculations are conducted and provided to pilot in command prior to an aircraft’s departure.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-2

Ground Operations Manual Chapter 9 Load Control

9.3 REGULATORY REQUIREMENTS General Requirements Load control function can be carried out either by the operator or a third party. It can be performed at any dedicated location locally at the departure airport. Loadsheet is manually performed under the approval of the operator.

Qualification requirements The Ramp Master shall be qualified and licensed for the job function. Training for the load control function shall be performed by a qualified instructor authorized by the operator. printed Load control licensing, training and documentation shall be in compliance with regulations and operators policies. or (a) Basic Principles (i) To be accepted for training as Ramp Masters (RM), the candidates must have at least 2 years experience in general traffic work as NOK personnel. (ii) In addition to ensuring that the specific requirements listed below have been met, the Station Manager must, in each individual case, ensure that the RM candidate is fully qualified before accepted as RM. In this connection, special emphasis shall be placed on the check that the candidate has benefited from the practical training given and, on the whole, is deemed acceptable for this type of work. (iii) Prior to the practical training referred to below the candidates must pass thedownloaded Qualification test RM candidates shall, during the practical training, carry out all duties and responsibilities of RM. Theif “Load Control Release” shall, however, be given by a qualified RM. NOTE1: RM is qualified for the calendar year during which he/she is given a practical training. NOTE2: Qualified RM’s who supervise the practical training of RM candidates may consider the flights concerned as qualifying with regard to the number of flights required for the past calendar year. The practical training and practical work referred to below shall, as a general rule, be performed NOK aircraft (b) Theoretical and Practical Training Refer to GOM 1.3.11 (b) Ramp Master Training Uncontrolled(c) Retention of Qualifications To remain qualified for any given calendar year, all RM must perform duty as RM at least 1 departure per month.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-3

Ground Operations Manual Chapter 9 Load Control

NOTE: 1 set of Loadsheet and Balace Table can be performed for all NOK’s aircraft types. The following departements are delegated to be responsible for collect Loadsheet and Balace Table for verification of which the record may be randomly checked by CQ. (i) Ramp, Load Control and Baggage Service Manager (CB-R) is responsible for Don Mueang Ramp Master. (ii) Provincial Station Manager is responsible for Provincial Ramp Master. (iii) Abroad Station Manager is responsible for Load Control Handling Staff. (iv) Ground Service Representative is responsible for the collectioprintedn of loadsheet and balance table of every certified Load Control Handling Staff and submit 1 set of loadsheet and balance table to CQ for every 90 days to keep their certification orcurrent . NOTE: CB-R and all SM must perform duty as RM at least 1 departure flight per month and submit 1 set of loadsheet and balance table to CQ

(d) Expiry of Qualifications NOK Ramp Master (RM) and Load Control Handling Agent have the same expiry of qualification as follows: (i) Absence from load control supervision between 1 and 6 months:  Staff concerned shall be brought up-to-date on new or revised instructions that have been issued during this period. downloaded (ii) Absence from load control supervision between 6 and 12 months:if  As deemed necessary by the Station Manager, practical training for 10-departure flight shall be performed under the supervision of a qualified RM with official approval from CT. (iii) Absence from load control supervision for more than 12 months:  Staff concerned shall be given theoretical and practical training as decided by CT in each individual case.

(e) Qualification for Other Aircraft Types The qualification RM may obtain a qualification for other aircraft types, under the below conditions: Uncontrolled Theoretical training on the specific aircraft type.  Practical training under the supervision of the qualified RM of that particular aircraft for at least 5 flights.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-4

Ground Operations Manual Chapter 9 Load Control

These include changing of aircraft type by NOK according to NOK’s policy e.g. change from B737-400 to B737-800.

Documentation Requirements NOK is responsible for providing all relevant documentation for load planning and weight and balance calculations. NOK shall define content and terminology for documents reports and messages. Documents are as follows: (i) Loadsheet (ii) Balance Table (iii) General Declaration printed (iv) Cargo Manifest (v) Ramp Master Check List or (vi) Special Load - Notification to Captain Ramp Master is responsible for accurately reflecting the information received on all documents, reports and messages with regard to each flight handled. Relevant documents shall be manually signed as per NOK and regulatory requirements. Specified documents shall be retained for a period in accordance with applicable regulations and the requirements of the operator, but no less than a period of six (6) months. Disposal of documents may also be subject to regulations. downloaded if

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-5

Ground Operations Manual Chapter 9 Load Control

9.4 INFORMATION EXCHANGE All information pertaining to aircraft weight and balance calculations shall be communicated to the person responsible for the Loadsheet and manually documented and/or filed.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-6

Ground Operations Manual Chapter 9 Load Control

9.5 LOAD PLANNING General The load planning procedure typically takes into consideration, as applicable for each flight, the following: (a) Aircraft empty weight and center of Gravity. (b) Operating equipment, e.g.: crew, catering, EIC. (c) Aircraft limitations. Total flight load and the EZFW can be calculated as described in Weight and Index for B737-800, Q400 and ATR72 refer LCP. Ramp Master adhering to the NOK specific requirements and procedures shall plan the load distribution. printed The Loading Instructions / Report will be released to the loading team. After confirmation of final loading, Load sheet shall be released andor provided to PIC.

Loading Instructions / Report (LIR) (a) General Loading Instruction shall be issued for every departing flight. The Loading Instruction/ Report forms should contain: (i) Header line. (ii) Sketch of the compartments layer with compartment doors indicated. (iii) Loading Instruction part, to be completed by the Load Planner/Rampdownloaded Master to instruct the Ramp Master on the distribution and weight of the onload. (iv) Loadingif Report part to be completed by Ramp Master, to confirm that the aircraft has been loaded in accordance with the given instructions. Any deviations from the instructions shall be clearly stated on the report. (v) Certificate to be signed by the Ramp Master worded in accordance with the text shown on the specimen forms. (b) Loading Instructions (i) The loading instruction is prepared by Load planner or Ramp Master to instruct Ramp Master on where the load is to be stowed. The loading instructions use the 3 – letter IATA airport codes followed by the load information codes i.e. Baggage (B), Cargo (C), and Mail (M), followed by weight, and the specific handling code(s) in case of special load, if necessary give further Uncontrolledinstructions under “Special Instructions”. For Example: HDY/C/1000/AVI.PER.

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Ground Operations Manual Chapter 9 Load Control

(ii) Loading Instructions shall be completed by the Load planner or Ramp Master at the issuing station. Any figures passed verbally to the load sheet staff shall be confirmed before aircraft departure, preferably in writing or by means of other effective pre-departure checks.

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Loading Instruction Q400

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NOTE: The Load Estimated Form shall be use to pre-calculate the load sheet and balance sheet before make the loading instruction.

(c) Loading Report The Loading report shows the actual details per compartment or deviations from original instruction. The format use in the loading report is the same as in loading instruction. When a standard weight is used for hold baggage, the number of checked pieces per compartment may be entered as an alternative to the weight. The accuracy of the calculations shall be checked before Uncontrolleddeparture of the flight concerned. The Loading report shall be completed by the Ramp Master. The entries must made continuously while loading is in progress.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-8

Ground Operations Manual Chapter 9 Load Control

(d) Special Instructions The special instructions shall be completed by the Load planner or Ramp master. The special instructions are giving instruction for: (i) Goods which require special handling or stowage, e.g. live animals, dangerous goods, etc. (ii) Lashing and supporting of heavy items. (iii) Securing of items which may cause a hazard. (iv) Load to be located in the passenger cabin. In addition to the specific instructions mentioned above, any other information which is useful for the Ramp master may be given in this part, e.g. summary of planned onload, Airway Bill Number of specialprinted cargo items, etc. or Special Load - Notification to Captain (a) General The Special Load - Notification to Captain shall be issued in accordance with the shipper’s Declarations or passenger’s details for all flights on which dangerous goods and special loads are carried. The original and copies of Special Load - Notification to Captain shall be handed over the PIC for signature before departure. The original shall be kept on board in the Flight Bag and the copies shall be filed at departure station. (b) Completion The Special Load – Notification to Captain form shall be completed in accordance with the procedures and be read in conjunction with the specimen (Refer LCPdownloaded Chapter 8.1.2). if

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-9

Ground Operations Manual Chapter 9 Load Control

9.6 LOADSHEET Production of Loadsheet In order to produce the Loadsheet, the following criteria shall be met: (a) Passenger acceptance finalized. (b) All hold loads confirmed. (c) Fuel figures finalized. (d) Crew configuration confirmed. (e) All operator specific requirements are confirmed. The load controller shall confirm that all aircraft limitations are adhered to before any Loadsheet is released. printed Loadsheet format and contents shall meet criteria as set out in Load Control Procedure (LCP). or

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-10

Ground Operations Manual Chapter 9 Load Control

Delivery of the Loadsheet Loadsheet shall be delivered and presented to PIC at the latest 15 minutes prior to STD or ETD of the flight concerned. Last Minute Changes (a) General Load sheet shall reflect the loading condition of an aircraft prior takeoff. In order to comply with this, it is often necessary to correct load sheet after completion. Such corrections are called Last – Minute Changes (LMC), and are usually done at the aircraft side under the pressure of time. There is a risk of making errors under such circumstances, thus great care and attention are demanded from staff carrying out the corrections. Therefore, only personnel with the required qualificationsprinted as stated in para 9.3.2 are permitted to perform this duty. (b) Documents Required by Ramp Master (RM) or In order to carry out proper load control check and release, the RM requires, in addition to loadsheet, the following documents: (i) The completed and signed Loading Instruction Report (ii) Fueling Order showing the final amount of fuel Uplifted (c) Load Control Check and Release The load control check shall be performed by Ramp Master. The load control is completed and the aircraft is released for departure (Load Control Release) when: (i) The load sheet issued for the flight concerned has been checked and, if necessary, corrected by the Ramp Master in accordance with the instructions in para (e) below. (ii) The Pilot-in-Commanddownloaded has checked and signed the load sheet for the flight concerned, and has been informed of any last- minute changes,if either verbally or in writing. (d) Deadline for Handing over Loadsheet to Flight Deck Crew The loadsheet shall be presented to the Pilot-in-Command, at the latest 15 minutes prior to STD or ETD of the flight concerned. Last- Minute Changes need not be entered on the load sheet before it is handed over to the crew, however; Ramp Master shall check any mistake on the load sheet and ensure whether fuel figures correspond to those shown on the Fueling Order before presenting the load sheet to the Pilot-in-Command. Last Minutes Changes may be conveyed to flight deck crew verbally after the Ramp Master has entered all changes and corrections on the loadsheet copies which are retained on the ground and after he has ascertained that no weight limitations have been exceeded and Uncontrolledthat the calculated balance conditions of the aircraft are within the prescribed limits.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-11

Ground Operations Manual Chapter 9 Load Control

Verbal communication of last minute changes to flight deck crew may be done by informing them directly, or by using internal communication facilities of the aircraft. (e) Corrections to be Carried out on Loadsheet Definitions All changes in traffic load and fuel occurring after the issuance of a loadsheet shall be considered as Last Minute Changes (LMC’s).The following definitions are applied in connection with Last-Minute Changes: (i) “Traffic Load LMC” refers to the difference between:  The actual loading according to loading report and the corresponding figures on loadsheet. printed  The actual number of passengers according to the gate check and the corresponding figures on loador sheet. (ii) “Fuel LMC” refers to the difference between the final amounts stated on Fueling Order and the corresponding amounts used for the calculations on load sheet. Principles When entering LMC on a loadsheet, it shall be ensured that: (i) The maximum gross weights applicable for the flight are not exceeded. (ii) The weight limitations per compartment and, if applicable, the combined load limitations. (iii) The total weight of a positive (+) LMC total must not exceed the available underdownloaded load before LMC. (iv) The center of gravity remains within allowed limits. Procedures if Entries and corrections on a load sheet shall be made as follows: (i) Traffic load Last-Minute Changes in traffic load shall be entered in the LMC box on load sheet. The entries shall be made according to the instructions in para 9.7. Subsequent corrections to the previously calculated zero fuel, takeoff and landing weights may be made, if time permits. (ii) Fuel Last-Minute Changes in takeoff fuel and trip fuel must not be entered in the LMC box on load sheet. In order to ensure that the maximum gross weights are not exceeded, the previously Uncontrolledcalculated takeoff and/or landing weights shall be adjusted by the amount of fuel LMC. These adjustments shall be carried out irrespective of whether the new takeoff or trip fuel figures are higher or lower than the previous figures.

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-12

Ground Operations Manual Chapter 9 Load Control

(iii) Traffic load and fuel If the LMC consists of fuel and traffic load changes, the zero fuel weight shall be adjusted by the total weight of the traffic load LMC, and the takeoff and landing weights shall be recalculated with the new fuel figures. NOTE: Changes in the fuel figures may affect the previously calculated under load. This figure can, therefore, no longer be taken as the applicable limitation for LMC in fuel and/or traffic load. Consequently, the actual gross weights shall be recalculated and checked against their corresponding maxima. (iv) Balance Corrections The balance table shall be adjusted by the total weightprinted of the traffic load LMC, and the balance and/or seating condition boxes on the load sheet shall be adjusted. NOTE: If the new figures in balance condition (DLI and LIZFW)or are the same as the old ones, the old figures on load sheets must nevertheless be crossed out and the corrected figures reinstated. This is to show flight deck crew that balance conditions have been checked. (f) Deadload Cross Check and Tolerances As standard weights for baggage are used on loading report, RAMP MASTER may use the following tolerances when performing dead load cross-check:  B737: 600 KG  Q400: 300 KG downloaded ATR72:300 KG (i) Ramp Master has to compare the compartment totals shown on load sheetif with those of loading report. The differences between these are to be added up irrespective of the plus (+) or minus (- ) sign. The sum should not exceed the tolerance for each aircraft type as shown above. (ii) If the sum is below the tolerance given for the respective aircraft type, load sheet is to be adjusted by entering the differences in LMC box. (iii) In case the sum exceeds the tolerance, the new loadsheet and balance table shall be reissued.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-13

Ground Operations Manual Chapter 9 Load Control

9.7 POST DEPARTURE MESSAGING

(a) General (i) To be Originated The load message shall be originated at the station of departure as soon as the load control documents have been completed, but no later than 10 min after aircraft departure. It shall be transmitted to the next station by DD personnel where own handling exists or by the company handling DD aircraft. (ii) To be Sent to Station of first intended landing, the load message shall be addressed to DD load control RM function where DD performsprinted the handling. At stations where other airlines act as DD handling agent, the load message shall be addressed to the handling agent and DD Station Manager. or

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-14

Ground Operations Manual Chapter 9 Load Control

9.8 DELAY CODES General The delay codes in item 2 below are of two different types, a main delay reason code and a sub-code. The main codes are alphabetic and are used to express the reason for delay, diversion or other irregularities in aircraft MVT/DIV and other messages. The sub-codes are numeric and are not used in MVT/DIV messages but are mandatory to be used when issuing the Monthly Station Report-MSR. Whenever the off-block time is more than 3 minutes beyond the STD;printed the delay code must be given representing the cause of the delay. Maximum two delay codes shall be used. One of them must be RA if applicable. or If two delay codes are used, the sum of two delay durations must be equal to the total delay. RA must always be the actual minutes of late arrival. The delay duration shall be in hours and minutes, e.g. 1 hour 7 min. It is essential that the codes are applied impartially and shall not be considered as reasons for blame, but rather to identify corrective action.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-15

Ground Operations Manual Chapter 9 Load Control

List of Delay Codes And Group Assignment (a) Group Assignment These alphabetic letters are used to identify functions for preventive action: A = Technical and Aircraft Equipment B = Ground and In flight Customer Services C = Automation D = Flight Operations E = Airport and Governmental Authorities F = Commercial printed G = Connection H = Rotation or I = Weather K = Various (b) Delay Codes On the following pages all main codes and sub-codes are listed with definitions and indication of “Group Assignment” indicating the function responsible for preventive action. A = Technical and Aircraft Equipment

Code Group Delay Reason TD A Aircraft Defectsdownloaded 01 - Aircraft defect - prior to block – off 02 - Aircraftif defect - after block – off 03 - Aircraft defect – returned to ramp after take off 04 - Aircraft defect - Preflight inspection flight, awaiting qualified technician 05 - Operational technical restriction (already reported)

TM A SCHEDULED MAINTENANCE, late release.

TN A NON - SCHEDULED MAINTENANCE, special checks and/or additional works beyond normal maintenance schedule. 01 - Additional checks/works beyond normal maintenance Uncontrolled scheduled.

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Ground Operations Manual Chapter 9 Load Control

TS A SPARES AND MAINTENANCE EQUIPMENT, lack of/or breakdown. 01 - Lack of spares 02 - Late delivery of spares from store 03 - Lack of/breakdown of maintenance equipment

TA A AOG SPARES, to be carried to another station.

TC A AIRCRAFT CHANGE ,for technical reasons at own station 01 - Own station 02 - Other station printed TL A LACK OF AIRCRAFT FOR TECHNICAL REASONS.or 01 - Lack of scheduled reserve aircraft 02 - Lack of other scheduled aircraft

DAMAGE TO AIRCRAFT

Code Group Delay Reason DF A DAMAGE DURING FLIGHT OPERATIONS. 01 - Bird, lightning, turbulence, heave or overweight landing, collision during taxiing, over-speeds and checks related to mentioneddownloaded incidents 02 - Otherif damage during flight operations, e.g. spillage on flight deck, pantry waste overfill, etc DG A DAMAGE DURING GROUND OPERATIONS, collisions (other than during taxiing), loading/offloading damage, contamination, towing, extreme weather conditions 01 - Collision (other than during taxiing) 02 - Loading/unloading Short explanation in plain language as supplementary information (SI text in MVT) is mandatory, in order to decide which function shall take preventive action. 03 - Overfill of water and waste systems UncontrolledTM A SCHEDULED MAINTENANCE, late release.

TN A NON - SCHEDULED MAINTENANCE , special checks

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 9-17

Ground Operations Manual Chapter 9 Load Control

B = Ground and In flight Customer Services Passenger and Baggage

Code Group Delay Reason PD B LATE CHECK-IN, acceptance after deadline. Code refers to published deadlines for latest check-in at the airport. 01 - Traffic irregularities/delays (Passengers processed at gate after deadline) 02 - Passengers at check-in after deadline.

PL B LATE CHECK-IN, congestion in check-in area. 01 - Lack of check-in staff. (Otherwise use code AF) printed 02 - Queue at sales Booth 03 - Queue at check-in counter departure hall or PE B CHECK-IN ERROR, passenger and baggage 01 - Late boarding caused by wrong or missing seating 02 - Check-in error by station staff 03 - Check-in error by other functions

PH B BOARDING, discrepancies, paging and missing checked-in passenger(s). Code refers to activities after departure call. 01 - Lack of/late staff due unscheduled clash 02 - Check/counting of boarding passes onboard or at gate due to discrepancies on load sheet versus passengers onboard 03 - Sick transportation/disabled passengers/other assistances if check-in before deadline 04 - Check-in error by gate staff 05 - Passport/visadownloaded-check at gate 06 – Lateif Boarding due to disable passengers on incoming flight PC B CATERING ORDER, late or incorrect order given to supplier. 01 - Up catering (If cabin crew refuses to accept passengers without meals, use code FA04, if flight crew refuses use FR01) 02 - Incorrect catering order given to supplier

PB B BAGGAGE PROCESSING, sorting, etc. 01 - Delivery of baggage after deadline 02 - Weight/volumetric problem with baggage handling NOTE: *If delay is caused by baggage sorting system being inoperative or has insufficient capacity and system is owned by airport authorities, use code AF Uncontrolled*If system is operated by airport authority staff, and delay is caused by operator error, use code AF.

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Ground Operations Manual Chapter 9 Load Control

Aircraft and Ramp Handling

Code Group Delay Reason GD B AIRCRAFT DOCUMENTATION, LATE/INACCURATE, weight & balance, general declaration, passenger manifest, etc. 01 - Lack of/late Ramp Master (RM) 02 - General declaration or passenger manifest 03 - Late loading instruction 04 - Load control check 05 - Repositioning of passengers for balance reasons printed 06 - Late Ramp Master(RM)/due to unscheduled clash between flights or 07 - Disposition error, support function

GL B LOADING / UNLOADING, bulky, special load. 01 - Cabin load 02 - Late loaders at aircraft due to unscheduled clash between flights 03 - Late/lack of loaders

GE B LOADING EQUIPMENTS, lack of or breakdown. 01 - Conveyordownloaded belt or other motorized loading device 02 - Lack carts 03 - Lashingif and/or supporting material 04 - Lack of staff

GS B SERVICING EQUIPMENT, lack of or breakdown, lack of staff 01 - Water servicing 02 - Toilet servicing 03 - Late / lack of staff 04 - Late pushback 05 - Late tractor/towing 06 - Heating /cooling of aircraft Uncontrolled07 - Jet starter /GPU

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Ground Operations Manual Chapter 9 Load Control

Code Group Delay Reason GC B AIRCRAFT CLEANING 01 - Cabin equipment-cabin cleaning 02 - Late cleaners due to unscheduled clash between flights 03 - Lack of/late cleaning staff 04 - Extraordinary cabin cleaning

GF B FUELING/DEFUELING, fuel supplier Code shall be used for all delays caused by fueling/refuelingprinted except when extra fuel ordered after initial fueling finished. (Use code FF)

or GB B CATERING, late delivery or loading 01 - Missing equipment to be delivered by catering company 02 - Late catering due to unscheduled clash between flights 03 - Breakdown of catering equipment 04 - Late/wrong delivery 05 - Lack of/late staff 06 - Return catering not loaded at previous station RT B THROUGH CHECK-IN ERROR, passenger and baggage. 01 - Wrong passenger/baggage information from previous station downloaded 02 - Nameif check -in error by other station RC B CABIN CREW ROTATION, awaiting crew from another flight

FL B LATE CABIN CREW BOARDING OR DEPARTURE PROCEDURES, other than connection and standby 01 - Safety announcement/procedure 02 - Late crew car/bus 03 - Late crew boarding

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Code Group Delay Reason FC B CABIN CREW SHORTAGE 01 - Sickness 02 - Awaiting stand-by/late crew from home 03 - Flight time limitations 04 - Crew meals 05 - Visa, health documents 06 - Scheduling/disposition error printed FA B CABIN CREW ERROR OR SPECIAL REQUEST, not within operational requirements 01 - Late passenger embarkation due to cabin crewor 02 - Late cabin crew for gate check-out 03 - Catering order (Cabin crew request) 04 - Evacuation slide deployed

GT A/*B TECHNICAL EQUIPMENT, lack of or breakdown. 01 - Late/lack of station engineer 02 - Late Tractor (towing) (if done by technical staff at your station) 03 - Jet starter/GPU (if done by technical staff at your station) 04 - Deicing equipment,downloaded etc. *05 - Heating/coolingif of aircraft (if done by technical staff at your station) 06 - Late station engineer due to unscheduled clash between flights *07 - Late pushback due to unscheduled clash between flights 08 - Station engineer’s signature missing in aircraft log (if done by technical staff at your station) 09 - Installation of stretcher/incubator equipment/change of cabin divider (if done by technical staff at your station)

UncontrolledNOTE: *Group B to be used when equipment is operated by Ground Operations Department.

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C = EDP / Automated Equipment Failure

Code Group Delay Reason PO C OVERSALES, booking errors 01 - Offloading, involuntary down/upgrading 02 - Booking errors 03 - Offloading of bags belonging to voluntarily offloaded passengers 04 - Payment of downgrading compensation ED C DEPARTURE CONTROL printed 01 - Check-in 02 - Aircraft handling or 03 - Equipment breakdown (VDU/printer/boarding pass printer) 04 - Long response time/terminal unlocked EC C CARGO PREPARATION / DOCUMENTTATION EF C FLIGHT PLANS EO C OTHER SYSTEMS

D = Flight Operation

Code Group Delay Reason FP D FLIGHT PLAN,downloaded late completion or change of, flight documentation. 01 - Lateif fueling order (dispatch) 02 - Late fueling order RODOS/(pilots) 03 - Complete change of flight documentation 04 - Late/lack of ATC flight plan FF D OPERATIONAL REQUIREMENTS, fuel, load alteration. 01 - Refueling/ballast fueling on Commander’s request 02 - Economy fueling 03 - Extra fuel on Commander’s request FT D LATE CREW BOARDING OR DEPARTURE PROCEDURES, other than connection and standby (flight deck or entire crew) Uncontrolled01 - Late crew car/bus 02 - Other reasons than above FS D FLIGHT DECK CREW SHORTAGE.

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01 - Sickness 02 - Awaiting stand-by / late crew from home 03 - Flight time limitations 04 - Crew meals 05 - Visa, health documents 06 - Scheduling/disposition errors FR D FLIGHT DECK CREW SPECIAL REQUEST, not within operational requirements 01 - Catering order (Commander’s request) 02 - P-i-C’s signature missing in aircraft log printed 03 - Extend flight deck routines 04 - Preflight inspection or FB D CAPTAIN REQUEST FOR SECURITY CHECK, extraordinary 01 - Baggage check requested by Captain 02 - Captain’s request for investigation(s) caused by missing passenger(s)

E = Airport and Governmental Authorities

Air Traffic Flow Management (ATFM) Restrictions Code Group downloadedDelay Reason AT E ATFM DUE TO ATC EN-ROUTE DEMAND/CAPACITY standardif demand/capacity problems AX E ATFM DUE TO ATC STAFF/EQUIPMENT EN-ROUTE reduced capacity caused by industrial action or staff shortage or equipment failure, extraordinary demand due to capacity reduction in neighboring area AE E ATFM DUE TO RESTRICTION AT DESTINATION AIRPORT, airport and/or runway closed due to obstruction, industrial action staff shortage political unrest, noise abatement, night curfew, special flights AW E ATFM DUE TO WEATHER AT DESTINATION

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Airport and Governmental Authorities

Code Group Delay Reason AS E MANDATORY SECURITY 01 - Queue at security check 02 - Lack of security staff 03 - Lack of facilities 04 - Late or missing passenger(s) at gate due to passenger(s) own fault (ref. ICAO Annex 17) 05 - Excessive amount of baggage to be checked (ref ICAOprinted Annex 17) AG E IMMIGRATION, CUSTOMER, HEALTH or AF E AIRPORT FACILITIES, parking stand, ramp congestion, lighting, buildings, gate limitations, etc. 01 - Lack of parking stands 02 - Lighting or buildings 03 - Gate limitations 04 - Missing/late bus for remote parking 05 - Delayed pushback due to other traffic 06 - Baggage sorting system owned by airport authorities or insufficient or error by operator if operated by airport authorities staff 07 - Airport informationdownloaded system failure if owned by a airport authoritiesif 08 - Nose loader/Jet bridge inoperative AD E RESTRICTIONS AT AIRPORT OF DESTINATION, airport and/or runway closed due to obstruction, industrial action staff shortage, political unrest, noise abatement, night curfew, special flights AM E REATRICTONS AT AIRPORT OF DEPARTURE WITH OR WITHOUT ATFM RESTRICTIONS, including Air Traffic Services start-up and pushback, airport and/or runway closed due to obstruction or weather (restriction due to weather in case of ATFM regulation only, else refer to code 71 (WO)), industrial action staff shortage, political unrest, noise abatement, night curfew, special flights Uncontrolled01 - Start -up and pushback 02 - Airport and/or runway closed 03 - Staff shortage

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04 - Industrial action 05 - Political unrest 06 - Noise abatement/night curfew 07 - Special flights GF E FUELING/DEFUELING, fuel supplier. Code shall be used for all delays caused by fueling/de fueling except when extra fuel ordered after initial fueling finished. (Use code FF) 01 - Late fuel truck 02 - Ground handling delayed due fueling printed F = Commercial or Code Group Delay Reason PS F COMMERCIAL PUBLICITY, PASSENGER CONVENIENCE 01 - Illness, death 02 - Handling of excessive/volumetric hand luggage in cabin

G = Connection

Code Group Delay Reason RL G LOADING CONNECTION, awaiting load from another flight.

H = Rotation downloaded Code Group if Delay Reason RA H AIRCRAFT ROTATION, late arrival of aircraft from another flight or previous sector 01 - Delayed arrival from another flight 02 - Delayed arrival from the same flight RO H OPERATION CONTROL, rerouting, diversion, consolidation, aircraft change for reasons other than technical 01 - Rerouting 02 - Diversion 03 - Aircraft change for reasons other than technical 04 - Consolidation Uncontrolled05 - Scheduled ground time less than minimum ground time 06 - Late technical release due scheduled ground time less than minimum ground time

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07 - Flight delayed awaiting operational status

I = Weather

Code Group Delay Reason WO I DEPARTURE STATION, weather below aircraft operating minima. WT I DESTINATION STATION, weather below aircraft operating minima. printed WR I EN ROUTE OR ALTERNATE, weather below aircraft operating minima. or WT I DE-ICING AND DE-SNOWING OF AIRCRAFT, removal of ice and/or snow, frost prevention excluding unserviceable of equipment. 01 - De-icing after pushback (remote) 02 - De-icing before pushback (max 5 min) 03 - De-icing before pushback (more than 5 min) 04 - Thawing of ice accumulated from previous station WS I REMOVAL OF SNOW, ICE, WATER AND SAND FROM AIRPORT WG I GROUND HANDLING IMPAIRED BY ADVERSE WEATHER CONDITIONSdownloaded if K = Various

Code Group Delay Reason MI K INDUSTRAIL ACTION WITH OWN AIRLINE, meetings/actions all parties affecting ground handling. MO K INDUSTRAIL ACTION OUTSIDE OWN AIRLINE, excluding ATS/ATC MX K NOT ELSEWHERE SPECIFIED This code shall be used only when it is clear that reason cannot be matched to a code above (explain in SI action) UncontrolledNOTE: When used, a short explanation in plain language as supplementary information (SI text in MVT message) is

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mandatory handling in order to establish which function shall take preventive action.

OA K NO GATE/STAND AVAILABILITY DUE TO OWN AIRLINE ACTIVITY

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Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

10 AIRSIDE SAFETY OPERATIONAL OVERSIGHT

Introduction To ensure ground operational safety, all station activities, including, if applicable, those outsourced to an external third-party ground service provider or its subcontractors shall be conducted under the direct oversight of supervision personnel.

10.1 AIRSIDE DRIVING SAFETY The Regulations The main legislation for the control of vehicles airside is the printed Airport Authorities have a statutory responsibility for ensuring that staff operating at the airport are made aware of the requirements of the Airport Authorities. Additionally Airport Authorities strictly control the operationor of vehicles airside assisted in some instances by the Police. The main requirement is to create a safe environment to avoid conflict between aircraft, vehicles, equipment and pedestrians and, to this end Aviation expect these standards to be upheld by all staff and contractors. Employers should issue staff with an approval permit after ensuring the Employee is competent to operate any vehicle or specialized equipment Airside. Airport Authorities have a responsibility to license any driver operating Airside. This is usually done by a practical and written test either set by the Airport Authority or carried out on their behalf by specifically approved Employers conducting their own training. Additionally the Health &downloaded Safety at Work Regulations applies to all airside areas. Anyone working airside has a statutory obligation to work in a manner that does notif endanger themselves, other workers. This includes the safety of airline passengers. Conduct Airside is subject to detailed safety instructions. Compliance with Airport instruction is a condition of use of the airfield. Failure to comply with these regulations may result in the offenders Airside Driving Permit being suspended or revoked or Airside access being denied. Staff also render themselves liable to severe financial penalties and/or imprisonment.

The Environment Airside is an extremely hazardous environment in which to work and drive. The associated dangers of aircraft and large quantities of aviation fuel plus the extreme congestion on airport aprons and large specialist vehicles associated with the turnaround of an aircraft, create extreme hazards to the Uncontrolledinexperienced or the unwary. During training staff will be briefed on the specific rules of their particular Airport including speed limits, location of Fire Points and other essential

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information. Whilst Employers will train staff accordingly, every staff member should improve their individual skills through knowledge of the Airport Regulations and Employers ramp standards and requirements.

Health Requirements (a) Vision Airside Drivers must have their eyesight tested every 3 years. The requirement is for visual acuity of at least 6/9 in the dominant eye and 6/12 in the other (using corrective lenses if necessary). (b) Color Perception Staff are required to demonstrate the ability to distinguish theprinted signal colour RED, GREEN and WHITE using the Ishihara Plates or approved lantern Test. (c) Medication or Staff must not drive Airside whilst taking any drugs or medication, prescribed or otherwise unless approved by their Doctor. Failure to comply with this requirement may result in disciplinary action and could result in the offender being prosecuted. (d) Alcohol Staff may not drive or operate any equipment whilst their judgment may be impaired by alcohol. Staff are reminded that drinking heavily the night before, may render them unfit to drive the following morning. (e) Hearing Airside is a particularly noisy environment in which to work. Employers are required to supply hearing protection, which shall be worn in noisy areas. downloaded It is essentialif that staff have the ability to hear under adverse conditions. The requirement standard is to be able to hear a forced whisper in either ear at 6 meters.

Vehicle Requirements Drivers and operators must ensure the vehicle or equipment they are about to operate is free from visual defects. Ramp staff must undertake a daily inspection of all vehicles and equipment and report any defects to their Supervisor. When operating Airside at night, or in poor visibility, drivers must use dipped headlights. Obstruction lights should be operating at all times when driving or operating Uncontrolledequipment Airside or as required by local Airport regulations. Staff must ensure they are familiar with Airport Low Visibility Procedures. Vehicle cabs shall be kept free from Foreign Object Debris (FOD).

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10.2 AIRSIDE DRIVING REGULATIONS

General As a result of the increase of incidents and accidents at all Airports involving vehicles, aircraft and equipment operatives, the Air Accidents Investigation Branch (AAIB), the Health & Safety Executive (HSE) and the Civil Aviation Authority, have made a series of recommendations that are part of the licensing requirements of all airports. The Airside Driver training program ensures that drivers of vehicles operating airside receive adequate training in airside procedures, familiarization with local airport topography, together with the Airside Driving Regulations and relevant Airside Safety and Operations Notices, Airport bye-Laws and conditions of use. printed The following extract is for guidance only and in no way detracts from the full provisions of various Airport Driving Regulations which should be regarded as the sole reference document in case of dispute.or The driving standards set by Airports Authorities and Employers are those defined in the Airside Safety and Driving Code and on which the Airside Driving Test is based. Failure to follow these regulations and procedures will render the staff member liable to penalty points on their driving permit and or disciplinary action. Serious or persistent breaches of the Regulations may result in the Airport Authority either suspending the driving permit or withdrawing the Staff member’s access to Airside altogether.

Airside Regulations Summary (a) Smoking downloaded Smoking is prohibited at airside except for designated smoking areas inside tenant ifaccommodation, i.e. Crew Rooms. (b) Apron The area of an airport set aside for the parking, loading and unloading of aircraft etc. A double white line signifies the boundary between the Apron & manoeuvring areas. (c) Manoeuvring Area The manoeuvring area comprises of Runways and Taxiways. (d) Surface Paint Markings (see Fig.10.1) (e) Surface Paint Markings Yellow paint markings are for the guidance of aircraft. White surface markings are for the control of vehicles and equipment. UncontrolledAll other access to the manoeuvring Area is by specific authority of, and radio contact with ATC Ground Movement Control (GMC). (f) Pedestrians

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Pedestrains are not allowed to enter (walk on) the Manoeuvring Area at any point including designated crossings, (this does not apply to staff engaged on aircraft Pushback operations) (g) Documentation All staff shall be in possession of a current Airside Driving License before being permitted to drive unaccompanied in Airside areas. Drivers must also have; (i) Full current driving license (ii) An HGV or PSV license or a valid certificate of competence from his employer, if appropriate. (iii) Normal color vision printed (iv) An approved identity document (Security Identity pass) (h) Airside Service Roads or Those roadways allocated for the movement of vehicles and equipment between stands and point to point on the airport. Vehicles must not be driven across aircraft stands as a route even if the stand is empty. Vehicles may only enter a stand to service an aircraft parked there or to service the stand itself. Traffic should use airside roads for movement about the airport. (i) Controlled Crossing An approved route used in daytime and good visibility, in order to cross an operational taxiway. The movement of vehicles is controlled by the recognized system of Red and Green lights controlled by ATC (Not applicable at some airports). (j) Uncontrolled Crossing An approved routedownloaded across an operational taxiway, designed to facilitate the movement of designated service vehicles. Drivers using uncontrolledif crossings must STOP at the Stop lines and ensure that no aircraft is approaching, including aircraft under tow, before proceeding. Uncontrolled crossings are closed when the ground markings are obliterated by snow or when special low visibility procedures are in force.

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Important Driving Highlights (a) NO Smoking airside, including inside aircraft and vehicles (b) Obey speed limits (c) Obey all signs (d) DO NOT drink and drive (e) DO NOT take drugs and drive (f) Always give way to aircraft (including those under tow) (g) DO NOT enter the maneuvering area without permission from ATC (h) Drivers must hold current Driving License (i) Always use dipped headlights at night and in poor visibility. printed (j) Always pick up FOD (foreign object debris) seen on the apron (k) Shut vehicle doors and shutters or (l) Secure all equipment in high winds. (m) Report all accidents and emergencies by dialing the local airport emergency number (n) Keep current with all operational instructions and notices. (o) Be aware of vehicle dimensions especially height (p) DO NOT reverse on the apron without a guide who shall be outside the vehicle (q) Give way to marshallers whilst parking aircraft (r) DO NOT drive between aircraft and marshallers (in or out of vehicles) (s) Be aware of pedestrians,downloaded passengers or staff (t) Always wear ‘Hi-Vis clothing’ (u) DO NOT obstructif the emergency exit route of a fuel bowser (v) Do not carry more passengers than seat capacities. NO SEAT–NO RIDE

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10.3 DRIVING PROCEDURES ON AIRCRAFT STANDS General Driving around an aircraft is extremely hazardous and the risk of drivers causing damage to aircraft or other vehicles, injury to other staff or themselves is disproportionately high. These procedures are designed to reduce that risk to a minimum and therefore shall be regarded as mandatory.

Driving Around Aircraft (a) Responsibilities When driving around the aircraft staff must at all times complyprinted with Airport Driving Regulations as promulgated in appropriate Airside Safety Instructions and any instructions issued by their Employers Management. Drivers have a statutory responsibility foror being familiar with these regulations. Ignorance is no defense. (b) Aircraft Stand The Apron at some regional airports can be small and stands can be congested with vehicles servicing the parked aircraft. Staff driving on aircraft stands should drive at walking place at all times. Particular attention should be paid at night or in periods of poor visibility when aircraft wings can become invisible to the eye. Staff should stop their vehicle at the entrance to the stand and ensure they are familiar with the aircraft and vehicles that are positioned. Only then should they proceed at walking pace. Serious damage has been known to have occurred as a result of vehicles striking aircraft wings as a result of the driversdownloaded not seeing the wing extremities. Also:  Drivers must never approach an aircraft with their vehicle untilif it has stopped and the wheels have been chocked.  Drivers must always check brakes on their vehicle before approaching an aircraft  Check ground surface conditions and make appropriate allowances for stopping.  Vehicles or equipment must not be driven or, in the case of towable steps, pushed in reverse without a guide at the rear of the vehicle or equipment ensuring adequate clearance from the aircraft or other vehicles.  Do not drive behind an aircraft that has the Anti-Collision Warning (ACW) beacon flashing, this indicates that it is moving or about to move or that the engines are running or about to be started. (see Figs 1.3 & 1.4 Engine Danger UncontrolledAreas) Do not drive under the wing of an aircraft, except when loading baggage from a cart and then maintain at least 3 meters (10 ft)

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from the engine. The driver MUST ensure adequate clearance from the aircraft and seek assistance if in any doubt. (see Fig 1.5) When driving around stand areas drivers must remain vigilant and be constantly aware of what others are doing around them. Everyone has a specific job to do and usually in a limited time. Staff should remain courteous and professional.

Qualified Operators Only qualified personnel should be permitted to operate equipment. Equipment operators should be qualified on the basis of both mental and physical requirements and be issued with a Certificate of Competence.printed This will serve as a permit to operate relevant equipment. When vision is restricted in critical areas (such as positioning certain pieces of equipment to an aircraft) then a guide man shall be used. or

Aircraft Engines The most dangerous period in aircraft ground handling is when an aircraft has the engines running or is about to start the engines. This condition is signified by flashing red warning beacons (ACW or Anti-Collision Warning Beacons) both on top and below the fuselage of the aircraft, on smaller aircraft there may only be one, located on the top of the tail plane. Whenever these lights are on staff must remain well clear of the danger areas Jet and propeller engines have different dangers associated with them but are both equally lethal for the unwary. Staff must not walk through engine areas at any time during the turn-round unless essential for Toilet Service or Water servicing.downloaded if

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Propeller Danger Areas

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Jet engine ingestion and blast danger areas

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Priorities Aircraft and pedestrians always have the right of way over vehicles and equipment. Vehicles or equipment should never move across the path of taxying aircraft or embarking or dis-embarking passengers.

Unauthorised Carriage of Passengers Staff must not ride on any vehicle or equipment that is not fitted with a seat designed to carry passengers or exceed the allowed number of passengers according to the designed number of seats.

Parking of Equipment printed Equipment when servicing an aircraft or when parked away from an aircraft shall have parking brakes applied. Drivers of automatic vehicles must not use the transmission (i.e. park position) as the only means ofor braking. The vehicle must have the parking brake applied (or be chocked in freezing conditions) and the vehicle engines shall be switched off at all times whilst the vehicle is left unattended. Unattended vehicles should, wherever possible, be parked parallel to the aircraft line so as to avoid damage due to inadvertent movement.

Equipment Restricted Area or ‘Circle of Safety’ Drivers, when approaching an aircraft, must recognize the ‘Equipment Restricted Area or ERA. This is an imaginary circle that extends approx. 2m (6ft) from the aircraft wing tips. All vehicles positioning onto an aircraft must test the correct functioning of their brakes before entering the "Circle of safety". When positioningdownloaded to and from an aircraft SPEED SHALL BE AT WALKING PACE (6 KPH /4 MPH). Only vehicles that are necessary for the servicing of an aircraftif are to encroach within this circle.

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printed or

Circle of Safety Vehicle Reversing Restrictions Staff must not drive vehicles in reverse gear on the ramp, except for the purposes of positioning onto or away from, an aircraft (when a guide shall be used) and parking bay or to hitch up towed equipment to a prime mover. downloaded Equipment Positioning Equipment must neverif be positioned against any part of the aircraft, unless it has been specifically designed to do so, e.g. aircraft steps etc, rubber bumpers are a protection for the aircraft they are not designed as a buffer to rest against it. Any contact between equipment and aircraft, however slight, SHALL BE REPORTED TO THE ENGINEER OR FLIGHT CREW EVEN IF THERE IS NO APPARENT DAMAGE. The only persons qualified to state there is no damage is a licensed engineer or the crew.

Vehicle Marshalling (a) General Staff should position themselves in clear view of the driver and remain Uncontrolledclear of the intended path of the vehicle, to avoid the danger of being crushed. The Guide Person should not run or walk back with the vehicle but take up a position that allows constant monitoring of the vehicle extremities.

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printed Indicate Clearance Move Back Turn Right (Direction pointed) or

Turn Left STOPdownloaded EMERGENCY STOP All Clear (Direction Pointed) (Rapidly Repeated Operation Complete if Crossing of arms) Fig 10.5 Vehicle Marshalling Signals

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Fig 10.6 Equipment Restricted Area or ‘Circle of Safety’ Uncontrolled

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10.4 GROUND SERVICING EQUIPMENT

Equipment And Baggage Tugs Equipment tugs (Diesel) and baggage tugs (Electric) are powerful and very maneuverable. For this reason extreme caution shall be exercised when driven around aircraft. Diesel equipment tugs are used for towing passenger steps and GPU’s and electric tugs for pulling baggage trolleys. These tugs MUST NOT pass within 3 meters (10ft) of the aircraft at any time. Driving under the wing is prohibited unless loading baggage and there is NO alternative due to stand congestion. Only in these circumstances may a small tug be driven under the wingtip and then only at walking pace. Tugs MUST NOT in any event manoeuvre closer than 3m (10ft) from the aircraft engine Before driving away, the Driver MUST ensure that the tugprinted is not attached to any equipment that it is not his intention to tow and that all persons are clear of the train particularly after connecting or disconnecting manoeuvres. or Trains of baggage carts/dollies tend to "drift in" or shorten turning corners. Staff should stand clear of baggage trains whilst they position or pass by. Staff must not pass between dollies whilst attached to a tractor, as it may move unexpectedly and cause serious injury. Before driving any ramp tractor, drivers must check that it is not connected to any equipment that it is not their intention to tow. When towing or driving an air start or GPU away from an aircraft they must check that all hoses or cables are disconnected and stowed. Baggage carts MUST NOT be pulled closer than 3 ft to the aircraft fuselage and MUST NOT be pulled between engines or inboard engines and undercarriage door. downloaded Baggage Conveyorsif When driving Baggage Conveyors Drivers must ensure that the front boom is lowered sufficiently to prevent restricting vision. When positioning onto aircraft the conveyor should stop 3m from the aircraft and position the boom at the appropriate height. The boom must NOT be positioned into the hold further than the bottom sill. Once positioned NO movement of the rear boom adjustment is permitted. If it is necessary to adjust the rear height, the conveyor shall be withdrawn from the aircraft to a distance of 3m. in order for the adjustment to be made. Handrails shall be retracted whilst positioning on or off the aircraft, and the belt shall be stopped whilst the belt is being used by staff to enter or leave the hold. Baggage conveyors must not be used to transport load from one point to another as any load carried would not be secure and would impair the Uncontrolleddrivers view.

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Passenger Steps When towing passenger steps, drivers are to ensure that the stabilizers are correctly retracted and that the steps top side rails are fully retracted. When positioning onto an aircraft the steps should be towed or pushed in a straight line to line up with the aircraft door sill. Steps should be towed to within 6 meters (20 ft) the tug disconnected and the steps pushed forward by hand. When manoeuvring passenger steps in the vicinity of an aircraft the same principles apply as for vehicles, in that, the operator must maintain a clear view of the area he is pushing / pulling the steps into. When removing steps all stabilizers and safety rails are to be retracted and the steps pushed back in a straight line. In exceptional circumstances,printed if it is necessary to turn the steps, they Shall be turned away from the aircraft. The driver of the tug removing the steps MUST ensure there is adequate clearance from the aircraft at all times and seek assistanceor if the area is congested. Steps when positioned should then have the stabilizers lowered and the top platform rails extended. The step buffer should just be touching the aircraft and should not be depressed in any way. Steps should be positioned approximately 3” below the door sill. When manoeuvring steps away from the aircraft, the steps should be pushed back in a straight line sufficiently for the tug to be able to tow away from the aircraft whilst maintaining adequate clearance from the wing or tail plane. All turns shall be away from the aircraft wing. When pushing steps away from the aircraft a guide shall be at the rear of the steps ensuring adequate clearance from the aircraft wing. downloaded if

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Cars, Vans and Trucks Extreme caution should be exercised when driving conventional vehicles around aircraft, as visibility is often impaired and obstacles may be present above the vehicle out of normal view of the driver. The driver is responsible, at all times, for ensuring that adequate clearance is maintained at all times between his vehicle and the aircraft. It is strictly forbidden to reverse any vehicle on an aircraft stand without a guideman.

Vehicle and Equipment Serviceability Vehicles and Ground Support Equipment should be regularly inspected and kept in good condition. printed Vehicles and equipment should be free from defects and undesirable conditions, such as rough edges, protruding bolts, torn metal etc. All unserviceable vehicles should be reported to Supervision. orUnserviceable equipment should be prominently tagged "Unserviceable (or U/S) Out of Service" and immediately reported to the appropriate maintenance section for repair. A Daily Check list is to be completed for each vehicle and a record kept of deficiencies and repairs. No equipment that directly interfaces with the aircraft may be operated if protective buffers are torn or missing from any surface that connects to the aircraft.

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Vehicle checks to be performed daily – ON ALL TYPES OF EQUIPMENT

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10.5 PERSONAL SAFETY Health & Safety At Work Safety legislation requires Employers to exercise a duty of care towards its Employees. Whilst Employers have always put safety at the forefront of its operation on a voluntary basis, the Health & Safety at Work Act 1974 as amended, places a legal obligation on Employers, Management, Supervision and Staff to ensure the workplace is operated safely, as far as is reasonable and practicable, and that the overall environment is conducive to Employees health and well-being. Employees are responsible for taking care of their own health and safety at work, also that of others who may be affected by their acts or omissions They should also co-operate with the Employer or others who have duties to carry out under safety legislation and not to interfere with, or misuseprinted anything provided in the interests of health and safety or welfare. or Personal Protection Equipment (PPE) Before setting foot on the Ramp staff Shall be wearing: (a) High Visibility Clothing (HVC) All Staff shall be aware that both ramp staff and Aircrew have been seriously injured or killed as a result of being hit by vehicles or ramp equipment because they were just not seen by the drivers. Staff shall be properly equipped before going on the Ramp – IT’S THE LAW! (b) Hearing Protection Noise from jet and modern propeller aircraft can be very high and piercing and can,downloaded in time, affect your hearing. Hearing protection should be carried at all times Airside and used when noise levels are high. if (c) Other Protective Equipment Some Employees may need to wear additional protective such as protective footwear and / or work gloves if appropriate.

Ramp Personnel Safety Extreme caution should be exercised when entering aircraft holds and main decks from carts, conveyors and tractors, because they could move unexpectedly. Entering and leaving aircraft cabins should be by properly positioned and stabilized steps. When handling live animals, fingers and hands should be kept clear of the Uncontrolledinterior of containers to avoid being bitten. When a poorly packed shipment is observed, proceed with caution. All contents should be prevented from falling out and causing possible injury.

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Safety shoes and hearing protection shall be worn at all times on the ramp. When spraying de-icing fluid in windy conditions suitable eye protection should be worn. Baggage should be stowed evenly, in baggage carts or flat backs with heavy pieces to the bottom and the center to ensure stability. All gates and curtains should be secured to prevent loss of load. The side curtains of trailers shall be closed and secured before being towed on service roads even when empty as serious injury could be caused to drivers of other vehicles should these curtains or the load blow about. When hitching carts and tractors employees should ensure that hitches are securely latched. Also when driving tractors drivers must first ensure it is not hitched up to any equipment it is not their intention to tow. printed

10.6 AIRCRAFT RAMP HANDLING & SERVICING or Introduction The ramp activities associated with the arrival of an aircraft on stand or the startup and Pushback of a departing aircraft are amongst the most hazardous of all airport operations. The following procedures are designed to keep all staff safe whilst carrying out these functions, it is essential that they are followed and become automatic reactions. Whilst it is appreciated that the Ramp environment is very time conscious to the efficient and diligent employee it is just as quick to perform a function safely as it is to do it in an unsafe manner. Training procedures must reflect the associated dangers and ensure that staff are trained to a high degree of competence. The procedures covereddownloaded by this section are those associated with the physical handling of the aircraft. Such tasks must only be allocated to and performed by staff ifthat have been specifically trained in all aspects of the equipment and/or manoeuvre that they are operating or performing. The procedures and restrictions of equipment used are detailed in the sequence that they are performed from arrival of the aircraft to departure. These are: (a) AIRCRAFT MARSHALLING (b) AIRCRAFT ARRIVAL (c) Chocks, GPU, Passenger Steps (d) AIRCRAFT DEPARTURE (e) Walk-round, Headset, Aircraft Start-up, Pushback, GPU and Air Start (f) AIRCRAFT TOWING Uncontrolled

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Aircraft Marshalling (a) Qualifications Only staff that have been trained are to marshal aircraft by using the approved signals However in an emergency situation and where the safety of the aircraft may be compromised, the aircraft should be stopped by any GA/GHA member, giving the appropriate signal. (b) Aircraft Safety Care shall be taken to ensure that the aircraft is protected during marshalling manoeuvres. On some types of aircraft the Pilot may not be able to see the aircraft wingtips, therefore it is essential that precise signals are required to inspire confidence in the marshallers ability. Marshallers should lead the aircraft with signals, indicating aircraft changesprinted in direction with steady signals rather than a rapid change of signal which may induce an over-reaction from the Pilot. or

Aircraft Arrivals (a) Preparation For Aircraft On receiving an arrival assignment the Team Leader or other designated person will arrive at the assigned parking stand in sufficient time to ensure that the stand is clear of all obstacles and equipment and that the aircraft has unimpeded access to its final parking position. The stand should also be checked for any FOD (Foreign Object Debris) that is evident especially around the area to be occupied by the aircraft tires and engine intakes. In the event of any obstruction by other company’s downloaded vehicles contact the Aircraft Dispatcher or Operations who will seek the assistance of Airfield Operations for marshalling orif a stand change.

Aircraft Engines The only exception to this rule is when an aircraft requires a GPU because the APU is inoperative or on propeller aircraft where the GPU is required prior to the aircraft engines shutting down. In these circumstances the GPU should be positioned forward of the nose cone and the lead run out to the access flap. Operating staff must exercise extreme caution and remain close to the fuselage in the safe access area.

Aircraft Chocks (a) Aircraft with Serviceable APU UncontrolledThe safe chocking of aircraft is a priority and Shall be the first function to take place after the aircraft comes to a complete stop and the ACW beacon has been extinguished.

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Chocks should be placed fore and aft of each nose wheel and, fore and aft of one set of main wheels. (If the chocks are not wide enough to fit across both nose wheels then four separate chocks shall be used, two for each nose wheel. NO EQUIPMENT MUST POSITION ONTO THE AIRCRAFT UNTIL CHOCKS HAVE BEEN INSERTED, THIS INCLUDES THE GPU. Chocks should be positioned so that they just touch the wheel of the aircraft this to allow for settling during loading and unloading. Gaps MUST NOT be left as this can create a rocking effect which will cause the aircraft to nudge chocks out of position thus allowing the aircraft to move. Similarly, both nose wheels and main wheels on the same oleo must be chocked. printed (b) Aircraft Chock Procedure or

Place chocks by holding them at the side Chocks Shall be in contact with the wheels

DO NOT place hands between chocksdownloaded and aircraft wheels if

Advise the Flight Deck using the appropriate hand signal.

UncontrolledUse either one double-width chock (a) or two single width chocks (b). Do not place single- width chock between double nose wheels

(a) (b)

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Aircraft with Inoperative APU or Propeller Aircraft Aircraft with inoperative APU will keep one engine running until the GPU has been connected. In these circumstances one nose wheel should be chocked as soon as the aircraft comes to a full and complete stop and the pilot has signaled that the GPU can be connected. After the nose wheel is chocked the GPU may be connected. Once the aircraft engines are shut down and the ACW beacon is extinguished the other nose wheel should be chocked and if applicable the main wheel(s). NOTE: If full width chocks are used on the nose wheel then obviously both nose wheels can be chocked simultaneously.

Aircraft Ground Power Requirements printed The external power receptacle is located under a hinge access panel located forward of the nose wheel on the starboard side ofor the aircraft. Inside, there are two indicating lights, an external power ‘Connected' light and a ‘Not in Use Light'. Both lights should illuminate when external power is connected 'Live' to the aircraft. The Not in Use' light should extinguish whenever the' Ground Power' or 'Ground Service' switches are selected to 'ON'.

Ground Power Unit Procedure (a) GPU Prior Notification Where prior notification has been given that an aircraft requires GPU, operatives should wait until the nose wheel is chocked then communicate with the pilot by hand signal that the GPU is available for connection. Whendownloaded confirmation is received attach GPU. (b) APU Failure on Arrival on Propeller Aircraft Where the APUif fails on arrival the pilot will flash the nose wheel light to indicate that it is safe to approach the aircraft to connect a headset to communicate or will indicate by hand signal that a GPU is required. The aircraft will continue to keep one engine running until GPU is connected. All staff, except the GPU crew, must remain well clear of the aircraft until the ACW beacon is extinguished. (c) Connecting The GPU When positioning the GPU ensure a safe path of entry/exit is to be maintained AT ALL TIMES. This means that where a GPU access point is located near to propeller arcs or jet influx areas the cable shall be laid as near to the fuselage as possible AVOIDING ALL DANGER AREAS. Positioning a GPU to a 'dead' aircraft is easy but removing Uncontrolleda badly positioned GPU from an aircraft with engines running is DANGEROUS AND MUST NOT BE ATTEMPTED UNDER ANY CIRCUMSTANCES.

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When connecting a GPU staff must: (i) Establish communication with the pilot before attaching GPU (ii) Operatives must check that the GPU is switched to standby before connection to the aircraft (iii) Hold the lead by the connector head which is rubber. (iv) Check leads for abrasions or cuts before connection. Leads with the inner coil or leads exposed MUST NOT BE USED UNDER ANY CIRCUMSTANCES (v) Switch GPU to ‘Excite’ when power is required (vi) GPU leads should be positioned as close to the fuselage as possible and the GPU positioned so that it is clear of the printedarc of the aircraft nose and should be towed off forward of the nose. The headset operative in charge of a departure MUST satisfy himself that the GPU is in an accessible position and that thereor is a safe entry/exit path before giving start up approval. On departure The GPU shall be switched to idle before disconnection. All leads shall be stowed.

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NOSE GEAR STOP BAR printed or

PARALLEL TO THE AIRCRAFT CENTRE LINE AND ALWAYS WITH BRAKE APPLIED OR CHOCKED

Fig 10.12 Grounddownloaded Power Unit Parking and Removal

if (d) Towable Aircraft Steps When positioning aircraft steps the following procedure shall be adhere to: (i) Wait for the aircraft engines to be switched off and the Anti- Collision Beacon to be extinguished. (ii) Ensure safety rails are retracted (iii) Adjust height of steps before positioning on to aircraft. (iv) If universal (i.e. multi-aircraft type) aircraft steps are being used, position the steps to within 6 meters (20ft) with the tug and ensure the steps are lined up with the passenger door. Steps are manual. Pushed to final position with top platform Uncontrolledapproximately 2” (10cms) below sill and buffers just touching fuselage. (v) Steps shall be positioned parallel to the contour of the door sill, to avoid corner point impact damage

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(vi) Ensure that steps are correctly locked in position (on hydraulically operated steps, the steps are to be lowered onto locking pins following adjustment). (vii) Do not allow steps to impact aircraft. The protective buffer is designed as a defense against aircraft damage, not a means of buffeting the fuselage. Ideally the protective buffer should just touch the aircraft and not be depressed in any way. (viii) On no account must steps just be supported by hydraulics as in the event of failure this can cause injury to staff and damage to the aircraft. (ix) Lower Stabilizers and extend safety panels/rails (Knock on Passenger Door to indicate to crew that they may open door. Doors must not be opened by ramp staff) printed or

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10.7 AIRCRAFT DEPARTURES Passenger Steps Steps must not be removed without an unambiguous confirmation from the crew or engineer on board that they are aware of the step removal. The safety strap shall be placed across the door before removal is effected if the door is to be re-opened by engineers working on the aircraft. Serious or fatal injuries have been caused by personnel falling from a door as a result of being unaware of step removal. Before towing towable steps, drivers are to ensure that all stabilizers are fully retracted. When manoeuvring passenger steps in the vicinity of an aircraft the same principles apply as for vehicles, in that the operator must maintain a clear view of the area he is pushing / pulling the steps into.printed When removing steps all stabilizers and safety rails are to be retracted and the steps pushed back in a straight line. In exceptional circumstances, if it is necessary to turn the steps, they Shall be turned away fromor the aircraft. The driver of the tug removing the steps MUST ensure there is adequate clearance from the aircraft at all times and seek assistance if the area is congested.

Ground Power Unit (GPU) When cleared to do so by the pilot, the Headset Operative will indicate removal of the GPU by using the appropriate hand signal.

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Fig 10.12 Cut Air or Electrical supply Fig 10.13 Ground Power disconnect signal

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The operator should then: (a) Turn the GPU to idle using the appropriate switch (NOT the ‘Emergency Stop’ for routine shut-downs). (b) Disconnect the GPU lead by grasping the head and pulling downwards. (c) Stow the cable in the appropriate bay on the GPU:  DO NOT remove the lead whilst the GPU is generating power.  DO NOT grasp the lead whilst disconnecting.  DO NOT allow the lead to drag along the ground. The Headset Operative in charge of a departure must satisfy himself that the GPU is in an accessible position and that there is a safe entry/exitprinted path before giving start up approval. On departure The GPU shall be switched to idle before disconnection. All leads shall be stowed correctly. GPU leads must not be allowed to drag along the ground as this will causeor abrasions to the safety cover of the cable with potentially lethal consequences for subsequent users. When handling GPU leads care should be exercised and the leads examined for damage or exposed inner cabling. In these circumstances the GPU should be changed and the damaged unit taken out of service until repaired.

Air Start Unit When positioning an air start an identical procedure to positioning the GPU is followed i.e. a safe path of exit/entry shall be established and maintained. When operating an air start care shall be taken to follow the operating instructions as severe damagedownloaded to the vehicle or aircraft can result as well as the possibility of injury to staff. On request the unitif should be started and allowed to warm up as per the operating manual. When operating conditions are as required the unit is ready and available to service the aircraft. The Air Start hose should be connected to the aircraft ensuring that the safe path of entry/exit is maintained, at this time no attempt should be made to supply air to the aircraft as severe damage could result. When power is required the engineer or headset operative will give the appropriate signal to 'supply full power from the air start. On receipt of this signal the air start operative will supply power to the aircraft. When the engine(s) are started and supply is to be terminated the engineer / headset operative will give the cut power signal. (This is done by drawing an open hand, palm down, across his throat) followed by the disconnect sign. Uncontrolled(This is done by forming a T sign with the open hand, palm down of the left hand and a closed fist of the right hand then pulling both hands apart ) to signify a disconnection is required.

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Having switched off power, before disconnecting the air start from the aircraft, ensure that the connection hose is collapsed, i.e. is no longer pressurised due to a faulty non- return valve on the aircraft. If the cause of the problem is confirmed as a technical fault with the aircraft then the engines will have to be shut down and the fault rectified. The EMERGENCY STOP BUTTON is for use in EMERGENCY only and must not be used for routine shut downs of the unit as serious damage can result.

Headset Operatives / Dispatch Engineer (D/E) Headset Operatives must carry out a pre-flight check that: printed (a) All doors and hatches are secured (b) Nose wheel steering by-pass pin inserted (if applicable)or (c) No visible damage to the aircraft caused by equipment during ground operations. (d) No loading or other debris is left in the area of engine intakes (e) All ground locks, engine blanks, pilot head and static vent covers removed (if appropriate) Communication will be established with the pilot by interphone using the call signs “pilot” or “Ground” as appropriate. Having established contact with the pilot by headset the engineer / headset operative assumes responsibility for startup and Pushback ground operations.

Procedure with Air Start Required downloaded Function Flight Deck Headset Operative Readyif for departure Checks complete, Chocks Pre Departure checks please removed, all hatches closed and secure Steering by-pass pin installed (if applicable) Start Air start Air Start Power Air Start Power Disconnect Air Start Finished with Air Start Air Start Off Disconnect GPU Finished with GPU GPU Off and disconnect Start Engines * Clear to Start No 4 etc Clear to Start No 4 Commence We are cleared to Push Confirm Brakes Released (If Pushback no steering by-pass pin Brakes released available confirm ‘A’ system pressure zero depressurized.) Pushback complete Brakes Set Pushback complete BRAKES SET please UncontrolledDisconnect headset Two Good starts clear to Clear to disconnect disconnect see you on L/R Pin on L/R with the Pin (if applicable) * Engines must not be started during push-pull manoeuvres.

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Procedure with no Air start Required

Function Flight Deck Headset Operative Disconnect GPU Finished with GPU GPU Off and disconnect

Ready for departure checks Checks complete, Pre Departure please Chocks removed, all hatches closed and secure Steering by-pass pin installed (if applicable) Start Engines ** Clear to Start No 4 etc Clear to Start No 4

Commence We are cleared to Push Confirm Brakes Releasedprinted Pushback (If no steering by-pass pin Brakes released available confirm system pressure zero depressurized.)or Pushback complete Brakes Set Pushback complete * BRAKES SET please Disconnect headset Two Good starts clear to Clear to disconnect disconnect see you on L/R Pin on L/R with the Pin. (If applicable to type)

 After disconnection of the headset, no attempt shall be made to approach the aircraft until cleared by the flight deck to do so.  For the headset operative to re-establish contact he should wave the headset to and fro across his face. The flight deck will either flash the landing lights or open the cockpit window and give a thumbsdownloaded up sign to confirm contact is to be re-established. For the pilot to re-establish contact they will flash the landing lights on and off several times. ifThe Headset Operative will then wave the headset in front of his face to confirm contact. The pilot will then flash the landing lights once to confirm it is safe to approach the aircraft. Before giving clearance to start engines or commence any manoeuvre, the headset operative must satisfy himself that no vehicles, equipment or personnel are in, or close to any of the prescribed danger areas. When walking out with the aircraft, care shall be taken not to allow the headset lead to become entangled with the tractor, tow bar or nose oleo. In the event of the lead becoming entangled the operative should abandon headset immediately and move away from the aircraft. If a push and start is being performed then the engineer must wait until the Pushback is complete before crossing over to monitor other engine starts. When the aircraft is parked nose - in and the view of the headset operative Uncontrolledor the aircraft tug driver is restricted, by aircraft parked adjacent, a wing man should be positioned at the rear of the aircraft to ensure that there are no vehicles or other aircraft to obstruct the Pushback.

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On completion of Pushback the headset operative completes the startup sequence. When all engines are stabilized as confirmed by the pilot the headset is disconnected and the D/E takes up a position adjacent to the pilot and clear of the aircraft wingspan on the side of the aircraft nearest the parking bay. (The Headset Operative must not walk across live taxiways after the aircraft has moved off under its own power) and give a clear indication that the Steering bypass pin has been removed. When the aircraft has been given taxi clearance from ATC Ground it will illuminate taxi / landing lights. On receipt of this signal, the D/E will confirm that the area is clear of personnel and equipment and give the "All Clear" signal by means of "thumb-up" and extend the arm in the direction of taxi.

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or

Final Clearance Signals

Pushback Procedures When collecting a Pushbackdownloaded tractor the driver MUST ensure that the vehicle is suitable for the aircraft to be manoeuvred, is serviceable and that all operating proceduresif i.e. waiting for brake pressure etc. are met. When approaching the aircraft drivers of aircraft tugs must respect the circle of safety and bring the vehicle to a complete stop before final positioning at walking pace. Drivers should be aware of the type of aircraft they are going to push and ensure that the correct tow bar is taken to the aircraft. The tow bar shall be checked for serviceability and that the shear pins are intact. On arrival at the aircraft the tow bar should be detached from the tug and attached to the aircraft, with assistance. Pushback shall be speck of pushback used shall depend upon aircraft type.

Commencing Pushback UncontrolledWhen Pushback is to commence the headset operative will show a clenched fist which he will then open to show all fingers extended, this signifies the aircraft.

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BRAKES ARE OFF. The headset operative will then wave his arm across his body to signify Pushback can commence, if there is a choice of direction he will point to his nose and then point in the direction the aircraft nose is to point. Only when the driver is satisfied that the above conditions have been met will the Pushback commence.

During Pushback If the aircraft is to be turned the nose wheel steering will have to be disabled, this will either be performed manually using a steering by-pass pin or in exceptional circumstances when no pin is available, hydraulically through the cockpit. printed Drivers should commence Pushback by GENTLY increasing pressure on the accelerator and MUST NOT, IN ANY CIRCUMSTANCE STAMP ON THE THROTTLE. Drivers must ensure that the maximum towor bar angle is not exceeded. When the aircraft has turned sufficiently adjust the steering to straighten aircraft nose wheel.If at any time the aircraft is not moving in the direction intended, the driver must stop the Pushback immediately. (a) On Completion of Pushback On completion of Pushback a chock is placed in front of the nose wheel. The pilot confirms with headset operative that brakes are on and the tow bar is first disconnected from the tug and then from the aircraft.

Tow Bar Disconnection During disconnection, fromdownloaded the aircraft the tug should pull forward and remain in the taxiway in front of the aircraft and in full view of the pilot. This will protect any staffif working by the nose wheel, out of view of the pilot. The nose wheel steering pin should be removed (if applicable) When the tow bar has been disconnected from the aircraft the tug and bar should withdraw to the edge of the taxiway until the aircraft moves under its own power. (a) Aircraft Off-Service (Day/Night Stops) Aircraft that stop over for six hours or more MUST  Have BOTH NOSE-WHEELS AND BOTH OUTER MAINS chocked fore and aft.  Have all GSE removed from the aircraft to avoid collision in the event of the Uncontrolled Aircraft moving inadvertently.  All doors should be closed and secured  Ground locks should be inserted (if required)

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Tow-Bars MUST NOT be left attached to aircraft under any circumstances, as these could be struck by passing vehicles and severe damage caused to the nose oleo.

Aircraft Towing (a) Tug Driver Is responsible for ensuring aircraft is in the correct configuration to tow. (i) All doors and hatches closed (ii) Ground locks inserted (if required) (iii) Nose-wheel steering by pass pin inserted printed (iv) Tow bar correctly attached and secured (v) Aircraft brakes released or (vi) Anti-Collision beacon illuminated (vii) All chocks are removed The driver is responsible for the safety of the aircraft and must ensure there is adequate separation between the aircraft being towed and any obstacles, moving or otherwise. (b) Towing Procedures No aircraft can be towed unless there is a member of the pilot or an approved Ground Engineer is in charge of the Flight deck. Personnel NOT approved MUST NOT take charge of the Flight deck at any time. If torque links are to be disconnected this must not be done before advising the pilot asdownloaded movement of the nose wheel steering at this time could cause death or serious injury. Should the tug driver feel that the surface conditionsif of the movement area warrant disconnection of the torque link, the pilot shall be informed with the reason, i.e. slippery surface due to ice, snow, contamination of de-icing fluid etc. If the Movement Area is contaminated then the Airport Authority shall be advised in order for appropriate remedial action can be taken AIRCRAFT MAST NOT HAVE ENGINES RUNNING UNDER ANY CIRCUMSTANCES DURING TOW (c) Towing Crew Responsibilities Before towing the driver is to check that the aircraft is in the correct configuration for towing. The nose steering bypass pin shall be inserted before connecting tow bar to aircraft and remain in place whilst tow bar is disconnected. When manoeuvring aircraft with a tow bar care shall be taken not to Uncontrolledexceed the maximum steering angle. Before commencing tow the driver must also check that the nose-wheel extension is within recommended limits (usually indicated by some chrome showing on

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the nose oleo). If there is any doubt as to whether the aircraft is in limits an engineer should be consulted. (d) Towbar Detachment In the event of the tow bar becoming detached during a tow the wingman is to advise the engineer to apply the aircraft brakes, either by intercom or other pre-arranged signal (Tug Air Horn if fitted or other air horn device). The Wingman must remain vigilant during the tow and ensure that the driver is alerted immediately any separation occurs. If the tow bar is partially detached from the aircraft, the driver will bring the tractor and aircraft slowly to a halt. If the detachment is total, care shall be taken to ensure the aircraft does not over-run the tractor. printed

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10.8 CLEANING SAFETY

Cleaning staff shall be aware that their working environment can be just as hazardous as ramp functions performed outside. It is therefore essential that all staff follow the laid down procedures when cleaning or servicing an aircraft.

Aircraft Doors Passenger / service doors on the majority of modern aircraft have built in Automatic Emergency Evacuation packs (slides / rafts. These doors can only be opened or closed by trained and permitted staff. DO NOT OPERATE THESE DOORS UNLESS TRAINED AND AUTHORISED TO DO SO. printed Doors on ‘live’ aircraft will be operated by the crew, do not attempt to open these under any circumstances. or On leaving an aircraft door that does not have steps positioned (from a high- lift vehicle) the vehicle must not be lowered unless the safety strap is fitted across the door. When working in galley or entrances staff must satisfy themselves that the aircraft door is closed or that the safety strap is secured across the doorway. In the event that staff have to move something in the area that requires exertion, care shall be taken that if staff were to overbalance they cannot fall through an open doorway. In these circumstances, staff should request an authorized member of staff to close the door, whilst moving items immediately adjacent to the doorway Even if staff are trained and authorized to do so, doors shall be opened with extreme care and if anydownloaded slight resistance is felt, stop the operation until satisfied that the doors are in ‘manual’ mode. Aircraft doors incorrectlyif operated can cause serious injury as well as being costly to the airline.

Cleaning Materials Only approved cleaning materials as specified or approved by the airline. These materials are not only tested for their cleaning ability but also for any effect of contamination or corrosion of the aircraft structure. Materials MUST NOT be mixed under any circumstances. Cleaning agents must only be used as instructed on the label or as directed by the airline. Most cleaning agents are chemical irritants, which could irritate the skin, particularly after prolonged usage. Disposable protective gloves are provided and should always be worn. Staff should wash their Uncontrolledhands thoroughly after using such materials. When cleaning aircraft ovens with cleaning agents use caution in confined spaces. Always rinse ovens out after cleaning as these can give off toxic fumes that can be overpowering when the ovens are switched on.

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Sharp Objects Extreme caution shall be exercised when feeling down the sides of seats and/or seat pockets. Unfortunately, it is a fact that some passengers dispose of sharp and dangerous items, such as hypodermic needles, razor blades, broken glass etc. in the most unlikely places. There is always the chance of infection from being cut or stuck by a needle. If you are cut, wash hands IMMEDIATELY, squeeze to encourage bleeding, wash again and seek medical help without delay. To minimize the risk, staff should visually check the inside of the seat pocket before placing hands inside to empty. Contents should be removed from the top working downwards. Check again visually before removing contents from the bottom of the pocket. printed

Trash Bags or (a) Wet trash bags must not be taken down aircraft steps if leaking. (b) Rubbish must not be deposited at the tops of aircraft steps or left on the apron at any time. (c) Trash bags must not be overfilled and should be removed from the aircraft and placed in the vehicle or trailer. Loose foreign object debris (FOD) can have serious implications on aircraft safety and penalties for infringement of the airport bye-laws are severe. Similarly any loose material, such as newspapers, headrests etc. must not be left outside the aircraft unless securely contained in a bag or sack and the weight is sufficient to prevent being blown away by gusts of wind. When lifting bags from receptacles staff should ensure that correct lifting techniques are used. Shoulddownloaded the load be too large to lift safely, then trash should be partially unloaded into a second bag until the original bag can be lifted from the receptacle.if Care shall be taken to ascertain that there is no dangerous / sharp items and only visible trash should be handled in this way.

Aircraft Step Positioning Responsibility It is the responsibility of the handling agent to provide steps to access or egress an aircraft. Cleaning staff must not attempt to position, move or reposition aircraft steps either on or off an aircraft unless it is their job to do so. Action Care should be taken to ascertain whether steps are correctly positioned Uncontrolledbefore attempting to use them for access or egress. Steps that have an unacceptable gap either at the side or front platform must not be used until correctly positioned and safety rails deployed.

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Cleaning Equipment Care shall be taken when carrying cleaning equipment on or off aircraft, especially when ascending or descending steps. All equipment shall be carried in trays or containers and larger items, such as vacuum cleaners must have all leads stowed and secured. Individuals must also ensure that they only carry what is manageable and that allows steps to be ascended or descended safely.

Water Servicing – Key Safety Points (a) Only trained and authorized personnel or trainees under instruction may perform the potable water servicing operation. printed (b) Follow all hygiene instructions. (c) If there is any doubt as to the quality of the water it mustor not be used (d) Wear PPE appropriate to the task. (e) Follow the airline / aircraft potable water replenishment procedures at all times. (f) Use a Guide Person when positioning at the aircraft. (g) Follow the Equipment Restricted Area rules. (h) Allow excess water to drain from the system before replacing the fill point caps. (i) Follow operating procedures and safe working practices at all times.

Water Servicing - Safe Working Practices (a) Water servicing mustdownloaded not be undertaken unless fully trained and signed off. if (b) A Guide Person shall be available to guide the servicing vehicle onto and away from the aircraft. (c) Be aware of other equipment around you.

Toilet Servicing (a) Key Safety Points (i) Only trained and authorized personnel or trainees under instruction are allowed to operate a toilet service vehicle. Always perform a pre-trip inspection. (ii) Follow operating procedures and safe working practices at all times. Uncontrolled(iii) PPE shall be worn as appropriate to the task. A Guide Person shall be used at all times. (iv) Never drive a toilet service vehicle under an aircraft wing.

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(v) Staff must not ride in the basket. (vi) All spillages shall be reported.

(b) Toilet Servicing – Safe Working Practices (i) Toilet servicing must not be undertaken until fully trained and permitted. (ii) Personal Protective Equipment shall be worn as supplied. Ear protection shall be used at all times. (iii) A Guide Person shall be available to guide the servicing vehicle onto and away from the aircraft. The Guide Person or servicing operator must not ride in the cradle but shall be in full viewprinted of the driver from the side of the vehicle. (iv) The vehicle shall be chocked during the servicingor process. (v) The pre-trip inspection must include a basket check. (vi) Report all spillages. (vii) Operators contaminated spillage must observe normal hygiene standards. (viii) The servicing operator must not enter aircraft galley and cabin areas. (ix) Be aware of other equipment around you.

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10.9 SPILLAGE

If the fuel tank of any of the ramp equipment is leaking and /or spilling fuel when in motion (or otherwise), this equipment must be grounded immediately and not used any further until the leak and/or spillage is repaired. Any spillage on the ramp or apron areas, whether from fuel tanks, oil spills or cargo shipments, especially in close proximity of the aircraft must be reported immediately to the Ramp Supervisor who in turn will inform the Airport Authority who will organize the clean-up. Special care should be taken to avoid spillages of water during freezing conditions as this causes slippery icy conditions and vehicles could skid. All personnel must stay clear of the spillage until the cleaning hasprinted been performed. Cargo Staff must also be informed in case of spillage from cargoor shipments on the ramp. The cargo staff will proceed to the place of spillage with all documents pertaining to the cargo. If any spillage is noticed in the cargo facility, this must be reported immediately to the Ramp Master who will organize cleaning of the area. Again staff and loaders must stay clear of the spillage until the cleaning has been performed and the area is safe. Spillage in the cargo holds must be reported immediately to the LAE and PIC as these can cause damage to the aircraft floor or wiring. In case of spillage while fuelling, refer to Maintenance Procedure Manual. downloaded if

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-36

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

10.10 ADVERSE WEATHER CONDITIONS

Poor weather conditions e.g. heavy rain and/or high wind conditions have a negative impact on the aircraft handling activities: (a) It is everybody's responsibility to check that the surface condition of the aircraft parking stand provides a safe working area during all ramp handling activities, including aircraft arrival or departure operation. (b) Reduce your speed in case of slippery ramp conditions. (c) Take care when opening or closing aircraft doors during high wind conditions. (d) Make sure the parking brakes of parked GSE are set during high wind conditions. printed (e) Aircraft should be appropriately secured by using additional chocks, and or setting of aircraft park brakes, and or the tie-down of the aircraft. or (f) Ensure that aircraft doors closed and secured as appropriate. (g) Ensure that Ground Support Equipment are moved away from the aircraft vicinity and secured. (h) High-lift vehicles should be lowered and stabilizers deployed. (i) Passenger stairs should be lowered and moved to a protected position. (j) Baggage Carts should be moved to a protected position and secured in a train with the brake set. (k) Maintenance stands and non-motorized steps should be removed from open areas and secured. (l) All other items thatdownloaded may be affected by strong winds, such as garbage, waste containers, FOD bins, construction materials, should be adequately secured.if

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-37

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

10.11 ACCIDENT REPORTING PROCEDURES

Policy and Rationale Introduction It is NOK policy to create and maintain a safe working environment for all employees and other staff involved in the handling of their aircraft, in order to avoid accident and injury. It is an unfortunate fact, however, that accidents can and do occur. In the event of accidents and personal injury it is essential that correct investigative procedures are adhered to. It should be remembered that both staff and management have a statutory obligation to investigate and report accidents especially those that involve serious injury or death or involve an aircraft. Failure by the company to promptly report fully and accurately all accidentsprinted involving injury or damage to Customer Airline or third party property may result in insurers refusing to accept liability. This may well result in the company or individuals being held liable for sub sequential loss.or Accidents covered by these procedures are segregated into three categories and covered in detail in the following sections and procedures: (a) Accidents involving personal injury to staff. (b) Ground Handling Incident/Accident (c) Dangerous Occurrence. The definitions of these emergencies will be detailed in each section followed by the action required and the responsibilities of personnel involved. These procedures outline the investigative and reporting actions required in the event of accidents and injuries. All incident reports involving damage or injury during Airsidedownloaded operations Shall be notified to the appropriate Manager as soon asif possible.

Accident Investigation Policy The primary purpose of an accident investigation is to establish how and why the accident occurred and what lessons can be learnt in order to prevent a reoccurrence. If these vital elements can be identified, then, through both education and training, preventative measures can be taken in similar circumstances to eliminate unsafe practices or behaviour.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-38

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

Accident Involving Personal Injury to Staff (a) Definitions and Action to Be Taken (i) Industrial Accident An industrial accident is defined as an accident involving injury to a staff member whilst in the execution of the employees' Contract of Employment and that such accident is proved to be as a result of carrying out those duties. (ii) First Aid Accident A first aid accident is defined as a minor injury requiring cleaning, dressing etc. and a return to normal duties. Every injury involving Customer Airlines aircraft or equipment Shall be reported to the appropriate Manager and entered in the Accidentprinted Book and a Personal Accident Form completed. The appropriate Manager or otherwise nominatedor official will be responsible for monitoring the Accident Book on a monthly basis and Shift Managers advised of any trend. (iii) Injury Accident Resulting In Incapacity This classification is where an employee is injured and is deemed unfit to attend work/remain at work. All accidents involving injury shall be reported to the appropriate Manager IMMEDIATELY. The Manager will arrange for appropriate medical assistance, Airport Medical Centre, Emergency Ambulance etc. The Shift Manager should contact a qualified First Aider who may give first aid as appropriate. The First Aider is not responsible for the victim and if in any doubt should send for qualified medical assistance if this has not already beendownloaded done. In cases where it is apparent that possible serious injury has been sustained NO attempt should be made to moveif the casualty until the arrival of qualified medical assistance, Doctor, Paramedic etc. (b) In the event of an injury accident the appropriate Manager will: (i) Attend the scene immediately (ii) Contact emergency services, medical assistance as appropriate if this has not already been done. (iii) Contact Airport Operations As soon as medical assistance has been provided and the casualty removed the Manager or nominated deputy will carry out an investigation as to the cause of the accident, take photographs of the general scenario, position of equipment, condition of steps etc. as appropriate without delay. UncontrolledThe reporting Manager should pay particular attention to the Accident Investigation and his report should include:

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-39

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

 All relevant circumstances concerning the accident, what the injured person was doing, height of fall, conditions, arrange for any equipment being used to be withdrawn from service and checked for serviceability etc.  Check all relevant circumstances immediately prior to the accident.  Obtain statements from all eye-witnesses, question to establish facts as appropriate.  Do not pre-judge the investigation, record all versions of the accident examine physical evidence, oil on steps, skid marks of any vehicle involved, etc.  Do not form hasty conclusions, keep the report factualprinted and avoid personal options unless supported by factual evidence.  The report Shall be submitted to Manager withoutor delay. (c) Major Injury or Fatal Accidents In the event of a major injury or fatal accident the staff first on the scene should call the emergency services and medical assistance and then contact the appropriate Manager who should immediately attend the scene. The Manager will then immediately contact: The appropriate Airport Shift Manager The Duty Manager by Telephone, Mobile or Radio as appropriate. The appropriate Manager will assume the responsibility of "Incident Liaison Officer. The Incident Liaison Officer will be responsible for liaising with Policedownloaded and other designated authorities as appropriate, these tasks can be coordinated with the other nominated managementif representatives as detailed above. The appropriate Manager or nominated deputy will assume the responsibility for completing the Accident Report and carrying out the accident investigation. This shall be forwarded to Airlines Customer General Manager within 12 hours. In all cases of major injury or fatal accidents occurring Airside the Airport Duty Manager may seek the assistance of the Police who will conduct their own investigation and to whom all assistance and co- operation should be afforded. Following the accident investigation a report of the subsequent formal enquiry, detailing the cause of the accident and subsequent action taken, is to be forwarded to the following within 7 Days: (i) Vice President Uncontrolled(ii) Operations Director (iii) Appropriate Line Managers

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-40

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

Major injuries for the purpose of this instruction is defined as: Fracture of the skull, spine or pelvis Fracture of any bone in the arm, wrist, leg or ankle (but excluding a bone in the hand or foot) Amputation of a hand or foot Amputation of a finger thumb or toe, or any part of these if the bone or joint is completely severed. The loss of sight of an eye, a penetrating injury to an eye or a chemical or hot metal burn to an eye. Injury (including burns) requiring immediate medical treatment or loss of consciousness, resulting in either case from an electric shockprinted from any electrical circuit or equipment, whether or not due to direct contact (this therefore includes cases where a person is injured by arcing or flashover without actually touching live equipment. or Loss of consciousness due to lack of oxygen. Any acute illness requiring medical treatment, plus any loss of consciousness resulting (in either case) from the absorption of any substance by inhalation or ingestion through the skin. Acute illness where there is reason to believe this is due to exposure to a pathogen or infected material. Any other injury that is likely to result in the injured person being admitted to hospital for more than 24 hours.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-41

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

Accidents Involving Vehicles Mobile Plant or Equipment Minor Accidents Damage to Vehicles only All accidents airside shall be reported to Ramp & Airfield Operations manager (if airline equipment or vehicles are involved). The Shift Manager will attend the scene and ensure that the airport procedures as detailed in Operational Safety Instructions are complied with. A report of the accident will be compiled, using the company Vehicle accident report, complete with all relevant details and submitted to the appropriate Line Manager for insurance purposes. The Driver of any vehicle or equipment involved in an accident will have his/her Driving Permit revoked until the result of any enquiry is known. In exceptional cases of a very minor nature the permit may be re-instatedprinted immediately at the sole discretion of the Shift Manager. Accidents Involving Major Damage or Personal Injury or In the event of an accident involving major damage to a company vehicle, a third party vehicle or involving personal injury of the airline staff, Shift Manager should: (a) Immediately attend the scene (b) Summon medical assistance as required. (c) Ensure relevant authorities Police, Airport Authority, etc. are notified, in (d) Accordance with airport regulations. (e) Make area safe, if possible without disturbing the scene until investigation. (f) Speak to witnessesdownloaded and take written statements if necessary. (g) Take photographs of damage, position of vehicle(s) and general scenario. if (h) Endeavour to establish cause of the accident. (i) Ensure area is safe before allowing staff to recommence work. In cases of serious injury or where the staff member cannot be interviewed at the scene the appropriate Senior Manager or Shift Manager should complete the Personal Injury Report in accordance with all available details noting that further information is to follow. After investigation the Shift Manager will complete the appropriate Motor Vehicle Accident Report.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-42

Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

10.12 AIRCRAFT GROUND HANDLING INCIDENT

Definition An Aircraft Ground Handling Incident is defined as any incident that directly or indirectly affects the safety of an aircraft or personnel working on or in the aircraft. These include but are not limited to the following: (a) Any accident resulting in damage to the aircraft during ground handling (for the purposes of these procedures ground handling is deemed to commence when the aircraft comes under the guidance of a marshaller or ground handling aid and ceases on the commencement of taxying under its own power on departure. (b) Any injury to staff whilst physically working on or in an aircraft, this does not include any equipment attached to the aircraft, e.g.printed tug or towbar. It also includes staff actually engaged in opening or closing aircraft doors. or (c) Any dangerous occurrence which may have caused death or serious injury e.g. start of propellers whilst staff were in vicinity. (d) Any damage or leakage to Dangerous Goods whilst being transported to or from or loaded in an aircraft.

Action Required When No Damage to Aircraft or Injury to Staff When an incident that has not resulted in actual damage to the aircraft or injury to staff is reported, the Duty Manager or other designated authority must investigate and report the incident immediately to the Operations Director and the Managing Director. This is to be followed up by a copy of the Ground Handling Incident within 12 hours. A copy can downloadedbe faxed if it is not possible to deliver the original within the time scales detailed. The original shall be sent as soon as is practicable with a copyif being retained at the issuing office. A full report of the Formal Enquiry and subsequent action taken Shall be forwarded to the above recipients within 7 days.

Action Required When Aircraft Damaged or Personnel Injured When an aircraft has been damaged during servicing operations or damage is found that is not attributable to flight operations it shall be reported immediately to the Airlines Duty Manager or other designated authority. The Shift Manager should then: (a) Promptly attend the scene. (b) Ensure that relevant authorities, (Police, Airport Authority, ATC etc. as Uncontrolledrequired by airport procedures) are informed. (c) Summon medical assistance if required. (d) Ensure airline operations are advised as soon as practicable and updated on developments at regular intervals.

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Ground Operations Manual Chapter 10 Airside Safety Operational Oversight

(e) Carry out initial investigation at the scene. (f) Take photographs of the damage to aircraft and equipment and general scenario to assist in any insurance claim. (g) Ensure area is safe before allowing staff to recommence work. (h) Report the incident. Do not move vehicles or equipment until approval has been given by the Airport Authority or Police. In the event of an accident involving damage to the aircraft by vehicles or equipment, the vehicle or equipment concerned shall be withdrawn from service until checked and a full mechanical report received from the Vehicle Maintenance Supervisor. (Note: This shall be done in all cases even if malfunction is not suspected). printed Under no circumstances will equipment be used, or operated by the staff member involved, on another aircraft until such a report hasor been made. The driver or operator of any vehicle or mobile equipment will be suspended from driving and/or operating such equipment on aircraft, until the result of the formal enquiry is known. For the purpose of these procedures an accident is defined as any contact between an aircraft and any part of a vehicle or piece of equipment not specifically designed for that purpose, or in all cases where damage to the aircraft has resulted. The Civil Aviation Authority require all accidents involving damage to be fully investigated and reported to an appropriate authority within the company whose responsibility it will be to ensure appropriate action is taken to prevent a similar incident reoccurring. The appropriate authority for Airlines representative is the Ramp Manager to whom all initial investigation reports, results of formaldownloaded enquiries and signals shall be sent within the time scales provided for in these procedures. It is also essential that Airlines insurers be kept informedif of any developments or additional information. Copies of the report will be sent to all other addressees within the prescribed time limits.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited 10-44

Ground Operations Manual Appendix A Basic Settings of NOK Air Manuals

APPENDIX A

BASIC SETTINGS OF NOK AIR MANUALS

The basic settings to be used are defined in the following table

Paper Size Standard 21cm by 29.7cm (A4) paper is used in portrait orientation. Exemption: Cabin crew manual where A5 is used. Base Font Arial is used. The default size is 10 and specified 15 point for “Main TITLE”, 13 point for “SUBSECTION” and 12 point for “Sub-subsection” Date Settings Wherever it is used, use the sequence day, month (word),printed year, for example 19 JUN 2015 Margins All pages have standard margins for the body text, headers and footers. Left and right margins are initially setor to 2.54 cm a 2.54 cm, top and bottom margins are set to 2.54 cm and 2.54 cm. Tabs Tabs are set at the beginning of the template document. These are set at 2.0” and every 1.0” after. Line Spacing 1 Page Headers A standard page header appear on all pages of a deliverable manual (except for the Approveal Page and the Title Page). The standard heading contains Nok Air logo left aligned and the “Manual Title”, “Chapter No.” and “Chapter Title” right aligned. The standard header has a horizontal line separate the header from thedownloaded body text. Page Footers A standard footer appears on all pages of a deliverable manual if(except for the Approval Page and Title Page). The standard footer contains the “Issue,Revision, Effective Date” left aligned, “Nok Airlines Public Company Limited” center aligned and The Chapter No. and Page No. are set in right aligned. The standard footer is separated from the body text by a horizontal line. Paragraph Each paragraph with a title is to be numbered and/ or Numbering symbolic, up to level 5. Spacing Each new chapter must start on odd page and each Subtitle must start on a new page All paragraphs in the manual shall be numbered for ease of searching of policies references. Uncontrolled

Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix A-1

Ground Operations Manual Appendix A Basic Settings of NOK Air Manuals

Page Format The format of the pages in this manual for page identification allows the manual users to identify amendments effectively. Example of page format

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix A-2

Ground Operations Manual Appendix B Ground Report Forms

APPENDIX B

Ground Report Forms

Station Report

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix B-1

Ground Operations Manual Appendix B Ground Report Forms

(i) Instructions for use The Station Report shall be completed for the following reasons:  When the flight is delayed more than 3 minutes.  When station staff has been injured or ill as direct result of performing station duties and this has necessitated sick leave.  When discrepancies in loading and /or load control errors are discovered.  When leakage from baggage has occurred on board an aircraft which may be caused by the Dangerous Goods in the baggage.  Whenever irregularities are noticed with regard to transportationprinted of sick/invalid passengers.  When undeclared or mis-declared dangerousor goods are discovered in cargo during aircraft loading, a report is made to the appropriate authority of the state of occurrence.  When dangerous goods not permitted for carriage on board the aircraft are discovered on the person of or in the baggage of a passenger, a report is made to the appropriate authority of the state of occurrence.  When accidents and incidents associated with aircraft ground handling operations are occurred. (j) Location of forms  At CQ Department.  Keep at stations file and ensure that all GHA can be picked up correctly. downloaded

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix B-2

Ground Operations Manual Appendix B Ground Report Forms

Monthly Report

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix B-3

Ground Operations Manual Appendix B Ground Report Forms

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix B-4

Ground Operations Manual Appendix B Ground Report Forms

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix B-5

Ground Operations Manual Appendix B Ground Report Forms

The NOK Station Manager/Representative at each station shall prepare a consolidated short monthly report containing certain factual information and general detailed comments on handling or other activities at the station during the month. The report must be submitted to OC and OC-s on 10th of each month.

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix B-6

Ground Operations Manual Appendix C Announcement

APPENDIX C

Boarding Gate Announcement ประกาศเตรียมขึ้นเครื่อง / Pre Boarding นกแอร์ สวัสดีค่ะ/ครับ อีกสักครู่ สายการบินนกแอร์ เที่ยวบินที่ DD…...... (ซ้า ) ซึ่งจะออกเดินทางไปยัง...... ตาม ก าหนดเวลา จะเรียนเชิญท่านผู้โดยสารสูงอายุ ท่านผู้โดยสารที่เดินทางพร้อมเด็กเล็ก พระภิกษุ ท่าน ผู้โดยสารที่ต้องการความช่วยเหลือเป็นพิเศษ ข้าราชการ และท่านผู้โดยสารซึ่งถือบัตรที่นั่งแถวที่ ...... ถึง...... เตรียมขึ้นเครื่องก่อน ณ ประตูทางออกหมายเลข...... (ซ้า ) และขอความกรุณาท่าน ผู้โดยสารแสดงบัตรประชาชนพร้อมบัตรที่นั่ง ณ ประตูทางออกหมายเลข...... printed และเพื่อความเพลิดเพลินของท่านผู้โดยสาร นกแอร์ยินดีแจ้งให้ท่านทราบว่า เที่ยวบินนี้ ท่านสามารถใช้ บริการ wifi บนเครื่องได้ฟรีตลอดเที่ยวบินด้วยค่ะ or นกแอร์ขอบคุณค่ะ/ครับ

PRE-BOARDING ANNOUNCEMENT NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) In a few minutes, Nok Air flight DD…..…...... (repeat) will be leaving on time to …...... We would like to invite elderly passengers, family with small children, Buddhist monk, official , passengers requiring special assistance and passengers seated from row numbers ...... to...... to begin boarding first at gate number…...... ……. (repeat) please present your passports and boarding passes at the boarding gate. downloaded NOK AIR is also pleased to announce that on this flight, you can stay connected with our free wifi onboard service, ifwe wish you a pleasant flight.

NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -1

Ground Operations Manual Appendix C Announcement

การประกาศเชิญขึ้นเครื่อง (ใช้บันได) นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ เที่ยวบินที่ DD …………… (ซ้า ) ซึ่งจะออกเดินทางไปยัง ………………. ตามก าหนดเวลา ขอเรียนเชิญท่านผู้โดยสาร ขึ้นเครื่อง ณ ประตูทางออกหมายเลข...... (ซ้า ) บันไดหน้าสาหรับท่านผู้โดยสารที่ถือบัตรที่นั่งในแถวที่ ...... ถึง...... ส่วนบันไดหลังสาหรับท่าน ผู้โดยสารที่ถือบัตรที่นั่งในแถวที่ ...... ถึง...... และเพื่อความเพลิดเพลินของท่านผู้โดยสาร นกแอร์ยินดีแจ้งให้ท่านทราบว่า เที่ยวบินนี้ ท่านสามารถใช้ บริการ wifi บนเครื่องได้ฟรีตลอดเที่ยวบินด้วยค่ะ นกแอร์ขอบคุณค่ะ/ครับ printed INITIAL BOARDING CALL (BY STEPS) NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) or Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air flight DD ……………. (repeat) will be leaving on time to ………….. is now ready for boarding at gate number…………...(repeat) passengers seated from row numbers…….to ……...please board at the front steps of aircraft ,all other passengers please board at the rear steps. NOK AIR is also pleased to announce that on this flight, you can stay connected with our free wifi onboard service, we wish you a pleasant flight.

NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -2

Ground Operations Manual Appendix C Announcement

การประกาศเชิญขึ้นเครื่อง (ตามบัตรที่นั่ง) นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ เที่ยวบินที่ DD …………… (ซ้า ) พร้อมแล้วที่จะออกเดินทางไปยัง….. ตาม ก าหนดเวลา ขอเรียนเชิญท่านผู้โดยสาร ซึ่งถือบัตรที่นั่งในแถวที่...... ถึง...... ขึ้นเครื่องก่อน ณ ประตู ทางออกหมายเลข...... (ซ้า ) และขอความกรุณาท่านผู้โดยสารทุกท่าน แสดงบัตรประชาชน พร้อมบัตรที่นั่ง ณ ประตูทางออก และเพื่อความเพลิดเพลินของท่านผู้โดยสาร นกแอร์ยินดีแจ้งให้ท่านทราบว่า เที่ยวบินนี้ ท่านสามารถใช้ บริการ wifi บนเครื่องได้ฟรีตลอดเที่ยวบินด้วยค่ะ นกแอร์ขอบคุณค่ะ/ครับ printed INITIAL BOARDING CALL (BY ROW) NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) or Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air flight DD ……………. (repeat) will be leaving on time to ………….. We would like to invite passengers seated from row numbers…….to ……...to board first at gate number….....…… (repeat). Please present your passports and boarding passes at the boarding gate. NOK AIR is also pleased to announce that on this flight, you can stay connected with our free wifi onboard service, we wish you a pleasant flight.

NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -3

Ground Operations Manual Appendix C Announcement

การประกาศเรียกครั้งสุดท้าย นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ เที่ยวบินที่ DD...... ซึ่งจะออกเดินทางไปยัง ...... ขอเรียนเชิญ ท่านผู้โดยสารทุกท่านขึ้นเครื่องได้ ณ ประตูทางออกหมาย...... (ซ้า ) นะคะ/ครับ นกแอร์ขอบคุณค่ะ/ครับ

FINAL BOARDING CALL NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) printed Nok Air flight DD……...... to ...... ….. all remaining passengers, please board at gate number……...……(repeat) or NOK AIR THANK YOU

ประกาศเปลี่ยนทางออกขึ้นเครื่อง นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ เที่ยวบินที่ DD...... (ซ้า ) ซึ่งจะออกเดินทางไปยัง______ประตูทางออกสาหรับเที่ยวบินนี้ เปลี่ยนจากหมายเลขdownloaded...... เป็นหมายเลข...... (ซ้า ตรงที่ ขีดเส้นใต้) if

นกแอร์ขอบคุณค่ะ/ครับ

CHANGING BOARDING GATE ANNOUNCEMENT NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air flight DD…….....…… (repeat) to……...... the boarding gate has been changed from gate number…….....… to gate number……...... (repeat on the underline message) NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -4

Ground Operations Manual Appendix C Announcement

ประกาศเครื่องขาเข้า-ออกเสียเวลา นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ ขออภัยที่จะเรียนให้ท่านทราบว่า เที่ยวบินที่ DD……...... (ซ้า ) ซึ่งจะออก เดินทางไปยัง...... จาเป็นต้องล่าช้า เนื่องจาก………… 1. รอเครื่องบินขาเข้า 2. เหตุขัดข้องทางเทคนิคบางประการ 3. สภาพอากาศไม่ดีที่ท่าอากาศยาน...... - ก าหนดเวลาออกใหม่โดยประมาณคือเวลา………..นาฬิกา………นาที - ก าหนดเวลาออกใหม่ คือเวลา………..นาฬิกา………นาที - ก าหนดเวลาออกใหม่จะแจ้งให้ทราบอีกครั้ง printed สายการบินนกแอร์ ขออภัยในความไม่สะดวกมา ณ ที่นี้ นกแอร์ ขอบคุณคor่ะ/ ครับ

FLIGHT DELAY NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air regrets to announce the delay of flight DD...... (repeat) to ...…... due to………………. 1. Late arrival of the incoming aircraft 2. Technical reasons downloaded 3. Weather conditions at………………airport - The estimated time of departureif is………..………………...A.M./P.M. - The new departure time is……………...... A.M./P.M. - The new departure time will be informed later, and passengers are advised to standby for further information. Nok Air apologizes for any inconveniences caused by this delay.

NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -5

Ground Operations Manual Appendix C Announcement

การประกาศเลื่อนเวลาออกและรับคูปองรับประทานอาหาร (แจกคูปองรับประทานอาหาร/ บริการอาหารว่าง และเครื่องดื่มแก่ผู้โดยสาร) นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ เที่ยวบินที่ DD…...……… (ซ้า ) ซึ่งจะออกเดินทางไปยัง...... มีความ จาเป็นต้องเลื่อนเวลาออกใหม่เป็น เวลา...... นาฬิกา...... นาที (ซ้า ) สายการบินนกแอร์ยินดีบริการท่าน ด้วยอาหารว่างและเครื่องดื่ม กรุณาติดต่อพนักงานที่ ประตูทางออกหมายเลข...... (ซ้า ) สายการบินนกแอร์ ขออภัยในความไม่สะดวกมา ณ ที่นี้ นกแอร์ ขอบคุณค่ะ/ครับ printed

ADDITIONAL DELAY (MEAL/REFRESHMENTS PROVIDED DURING DELAY)or NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air regrets to announce that flight DD………... (repeat) has been delayed due to…….… 1. Late arrival of the incoming aircraft 2. Technical reasons 3. Weather conditions at………………airport

- The estimated time of departure isdownloaded……………………..…...A.M./P.M. (repeat) - The new departure time is……………...... A.M./P.M. (repeat) if please kindly pick up meal and drink vouchers from our ground staff at gate number…………..(repeat) Nok Air apologizes for any inconveniences caused by this delay. NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -6

Ground Operations Manual Appendix C Announcement

การประกาศเรียกผู้โดยสารภายหลังการเลื่อนเวลาออก นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ เที่ยวบินที่ DD…..…..(ซ้า ) ซึ่งจะออกเดินทางไปยัง...... ขอเรียนเชิญท่าน ผู้โดยสาร ขึ้นเครื่องได้ ณ ประตูทางออกหมายเลข…..... (ซ้า ) สายการบินนกแอร์ ขออภัยในความไม่สะดวกมา ณ ทีนี้ นกแอร์ ขอบคุณค่ะ/ครับ

BOARDING CALL AFTER FLIGHT DELAYED NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) printed Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air is pleased to announce that flight DD……...…..(repeat) to …………or is now ready for boarding at gate number……………….(repeat) All passengers please proceed to the gate number………… for boarding. Nok Air apologizes for any inconveniences. NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -7

Ground Operations Manual Appendix C Announcement

ประกาศยกเลิกเที่ยวบิน นกแอร์ สวัสดีค่ะ/ครับ สายการบินนกแอร์ ขอเรียนให้ท่านทราบว่า เที่ยวบินที่ DD……...... (ซ้า ) ซึ่งจะออกเดินทางไปยัง ...... จาเป็นต้องยกเลิก เนื่องจาก...... 1. เหตุขัดข้องทางเทคนิคบางประการ 2. สภาพอากาศไม่ดีที่ท่าอากาศยาน...... ขอเรียนเชิญผู้โดยสารทุกท่าน ติดต่อพนักงานของสายการบินนกแอร์ ณ ประตูทางออกหมายเลข...... (ซ้า ) สายการบินนกแอร์ ขออภัยในความไม่สะดวกมา ณ ที่นี้ printed นกแอร์ ขอบคุณค่ะ/ครับ

CANCELLED FLIGHT or NOK AIR, Good morning (00:01 A.M. – 12:00 P.M.) Good afternoon (12:01 P.M. – 18:00 P.M.) Good evening (18:01P.M. – 00:00 A.M.) Nok Air regrets to announce that flight DD…………. (repeat) has been cancelled due to…………. 1. Technical reasons 2. Weather conditions at………………airport All passengers please contact Nok Air’s ground staff at gate number ………..(repeat) Nok Air apologizes for any inconveniences caused by this cancellation. NOK AIR THANK YOU

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix C -8

Ground Operations Manual Appendix D Table of Provisions and List of Hidden Dangerous Goods

APPENDIX D

Table of Provisions for Dangerous Goods Carried by Passengers or Crew on NOK AIR

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Ground Operations Manual Appendix D Table of Provisions and List of Hidden Dangerous Goods

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Ground Operations Manual Appendix D Table of Provisions and List of Hidden Dangerous Goods

List of Hidden Dangerous Goods

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Ground Operations Manual Appendix D Table of Provisions and List of Hidden Dangerous Goods

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix D-4

Ground Operations Manual Appendix E Control Forms and Tags

APPENDIX E

CONTROL FORMS AND TAGS

CONNECTING FLIGHT BAGGAGE TAG

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Ground Operations Manual Appendix E Control Forms and Tags

DOMESTIC BAGGAGE TAG

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Ground Operations Manual Appendix E Control Forms and Tags

INTERNATIONAL BAGGAGE TAG

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Ground Operations Manual Appendix E Control Forms and Tags

DOMESTIC BOARDING PASS

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Ground Operations Manual Appendix E Control Forms and Tags

INTERNATIONAL BOARDING PASS

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Ground Operations Manual Appendix E Control Forms and Tags

PRIORITY TAG

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Ground Operations Manual Appendix E Control Forms and Tags

LIMITED RELEASE TAG

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Ground Operations Manual Appendix E Control Forms and Tags

COMPANY MAIL TAG

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Ground Operations Manual Appendix E Control Forms and Tags

SECURITY ITEMS TAG

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Ground Operations Manual Appendix E Control Forms and Tags

LAST BAGGAGE TAG

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Ground Operations Manual Appendix E Control Forms and Tags

FRAGILE STICKER

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix E-11

Ground Operations Manual Appendix E Control Forms and Tags

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Issue1, Revision 0, 21 JUN 2017 Nok Airlines Public Company Limited Appendix E-12

Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

APPENDIX F

Customer Services Department Internal Audit Checklist

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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Ground Operations Manual Appendix F Customer Services Department Internal Audit Checklist and CAR Form

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