Airport, Zanzibar, by Investing in Airport Infrastructure and Automation in Order to Promote Tourism by Attracting New Airlines Year Round

WINTER 2016/SPRING 2017 AIRLINE GROUND AGS SERVICES

www.ags-airlinegroundservices.com

DEALING WITH SAFETY FIRST: FOCUS ON WORLDWIDE DIRECTORY MISHANDLED PRIORITIES FOR THE ASIAN OF GROUND BAGGAGE THE FUTURE MARKET SERVICE PROVIDERS TRANSWORLD’S VISION

Transworld strives to provide superior ground handling services at AAkIA Airport, Zanzibar, by investing in airport infrastructure and automation in order to promote tourism by attracting new airlines year round.

“EXCELLENCE IN EVERYTHING WE DO”

SERVICES OFFERED

Passenger Services Ramp services Cargo and mail services Load control, Communication, Flight operation Airline Carrier Support services Airport Automation Security & Safety Baggage Services Check-in Services

Plot No. 2143, Chukwani, Zanzibar, Tanzania Tel: +971-4-805-3000 (UAE) | Tel: +255-772-874-988 (TZ) mail : [email protected] | Web: www.twa-znz.com EDITOR’S LETTER | WINTER 2016/SPRING 2017

WINTER 2016/SPRING 2017 AIRLINE GROUND LETTER FROM AGS SERVICES THE EDITOR

www.ags-airlinegroundservices.com

DEALING WITH SAFETY FIRST: FOCUS ON WORLDWIDE DIRECTORY MISHANDLED PRIORITIES FOR THE ASIAN OF GROUND BAGGAGE THE FUTURE MARKET SERVICE PROVIDERS elcome to the Winter 2016/Spring 2017 issue of Airline Ground Services, published against the JAMES SHERIDAN Chairman backdrop of the US presidential elections that took [email protected] place on 8 November. PARVEEN RAJA Defying the polls, Donald Trump gained the Publisher Wvictory over Hilary Clinton in a political upset somewhat reminiscent [email protected] of the surprise EU referendum result in the UK in June. Among the MEGAN RAMSAY remarks the president elect made during his acceptance speech was Editor a promise to “rebuild” the country’s infrastructure – including its [email protected] airports. At this early stage, it is of course difﬁcult to speculate on the HARLEY KHAN details of those promises, but I for one will be watching with interest Head of Commercial to see how things unfold during his term of ofﬁce, particularly with [email protected]

regard to the aviation industry and its environmental responsibilities. YASMIN LYDON In this edition of AGS, meanwhile, we speak to the heads of two of Events Coordinator the big handlers – Swissport and WFS – to see how each of them is [email protected] settling in to their roles: Eric Born became CEO of Swissport about a GEMMA KEEN year ago while Craig Smyth joined WFS much more recently, in August. Events Coordinator [email protected] This issue also looks at several aspects of baggage handling, following on from our update on IATA’s resolution 753 in the Summer SHOBHANA PATEL Head of Finance edition. We consider not just lost luggage and some of the ways it can [email protected] be minimised, but the problem of damaged luggage too. CHARLOTTE WILLIS Safety initiatives, the latest technology updates, luxury lounge Events and Circulation design, developments in airline catering, Russia’s clampdown on [email protected] monopolies, opportunities in the Asian market and the impact of social SHELDON PINK media on ground handling are all considered in these pages – and we Creative Director gather a range of perspectives on some of the big challenges facing the [email protected] industry, too. Address changes and subscription orders to: [email protected] I hope you ﬁnd something to inspire you as we move towards 2017. ISSN 2040-476X

It seems likely to be a year of signiﬁcant change for the world at large, EDITORIAL CONTRIBUTORS and potentially for our industry too as a result. Q David Smith, Eugene Gerden, Martin Courtney, Chris Lewis and Anthony Harrington PUBLISHED TWICE A YEAR BY EVA International Media Ltd Boswell Cottage, 19 South End Croydon, London CR0 1BE Tel: + 44 (0) 20 8253 4000 Fax: + 44 (0)20 8603 7369 Website: www.evaint.com PRINTED BY Headley Brothers The Invicta Press, Lower Queens Road Ashford, Kent, TN24 8HH, UK DISTRIBUTED BY Ascendia

EVA INTERNATIONAL MEDIA LTD PUBLISHERS & EVENTS SPECIALISTS

www.ags-airlinegroundservices.com WINTER 2016/SPRING 2017 Airline Ground Services 1 CONTENTS | 8*/5&3413*/( CONTENTS 1 Editor’s letter 6 4 Fertile soil: an interview with Eric Born, Swissport CEO

6 Where next? Thoughts on the future of ground handling

9 1PJOUTPGWJFXJOEVTUSZlHVSFIFBETDPNNFOUPO TPNFPGUIFNBJOJTTVFTGBDJOHIBOEMFSTUPEBZ

14 Upgrading: we catch up with new 8'4$&0 $SBJH4NZUI

18 Diverse strategies: different approaches UPUIF"TJBOHSPVOEIBOEMJOHNBSLFU

22 4UBZJOHUIFQBDFEFWFMPQNFOUTJOUIFBJSMJOFTFDUPS

25 4BGFUZlSTUBDPOWFSTBUJPOXJUI ex-IGHC chair Marsha Ragusa

28 No such thing as a free lunch: EFWFMPQNFOUTJOBJSMJOFDBUFSJOH

32 5IFDPNQMFUFUSBWFMFYQFSJFODF7*1MPVOHFEFTJHO

36 /BWJHBUJOHUISPVHIUIF5XJUUFSTUPSN NBOBHJOHTPDJBMNFEJB 14 40 Lost and found: one way to deal XJUINJTIBOEMFECBHHBHF

44 42 2VJDLlYIPXUPDPQFXJUIUIF QSPCMFNPGEBNBHFEMVHHBHF

44 Airport technology trends for 2016

48 4BUJTGBDUJPOCBHUSBDLJOHBOE*"5"T3FTPMVUJPO

49 "O"NFSJDBOlSTUJOBJSQPSUXJOUFSTVTUBJOBCJMJUZ

50 3VTTJBPOWFSHFPGCJHDIBOHFT

51 AGS Directory

2 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com WE TURN AROUND YOUR BUSINESS

Swissport International Ltd. Ground Handling, Cargo Services, Aircraft Maintenance, Fueling, Executive Aviation, Aviation Security

WWW.SWISSPORT.COM INTERVIEW | ERIC BORN: SWISSPORT

SOIL

Eric Born took up the Swiss national, Born I have a different leadership style holds a BBA from the but that’s not been an issue. Rather post of CEO of global University of Applied than multiply filtered information, I handler Swissport on 1 Science in Zurich and prefer honest interaction and open dis- August 2015. He talks to an MBA from Simon cussion so we can all see what’s really ABusiness School at the University of going on – the opportunities, where we AGSBCPVUIJTlSTUZFBSJO Rochester NY. He came to Swissport can improve or develop, the good, the that role and how he sees from a background in retail, logistics bad, what is needed… I encourage my UIFDPNQBOZnBOEUIF and aviation services, including six teams to have discussions and there is years as CEO at Wincanton and four perhaps more emphasis on this now JOEVTUSZnHPJOHGPSXBSE years at John Menzies plc as a non- than there was prior to my time here. executive director. Our role here in management is to get the company to perform well. Q. You’ve been in post as CEO of Swissport for just over a year now. Q. Can you also give an overview What were the challenges involved of how things were at Swissport in adapting and settling in to when you joined – the context in your new role, and how did you UFSNTPGlOBODJBMQFSGPSNBODF GPS overcome them? instance? A. There haven’t been that A. Things were ok. They were in- many challenges actually. I teresting times in the sense that there used the first few months was interest from the current share- to travel and meet with col- holders (HNA Group) in purchas- leagues and customers so ing the company from PAI Partners I could get a good insight when I joined. I was still working for into our strengths and de- the old shareholder for the first seven velopment areas. As far as months, so there was no change, which things to overcome are gave me a great opportunity to learn concerned, we have grown the culture of the business. There are relatively rapidly – and a lot in fact multiple cultures by station or of that has been through ac- country, which is not surprising given quisitions such as Servisair. our merger and acquisition activity When you have two compa- that has got the company to where it nies of this size, the change is today. Now, we are working towards is not perfectly digested every- a common culture that values account- where so we did have some op- ability and where employees are en- erational challenges in the begin- couraged to step up and speak up. ning but we have dealt with them The business continues to perform well since then. well. Our revenue development plans

I have a different leadership style but that’s not been an issue. 3BUIFSUIBONVMUJQMZlMUFSFEJOGPSNBUJPO I prefer honest interaction and open discussion Eric Born

4 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com INTERVIEW | ERIC BORN: SWISSPORT

are where we want them to be. Our day but the future so we are building nesses. People need to take account- biggest cost is labour while there is on our leading position. We are strong ability and ownership at a local level, also a push on price from the airlines. in Europe, North America, Africa and there has to be a behavioural change, We have to optimise our productivity, Latin America but the Middle East while we (that is, the management) follow best practices and ensure con- and Asia offer significant room for help them centrally and regionally. sistent quality at each station. our future geographic expansion. We The key issues for the industry in- have plans in place for that. It’s part clude service quality, training, health Q. Have you made any changes as of our focus – for instance, in China and safety and the reliability of ground CEO? How far have you managed with HNA Group as our shareholder. ops. Our industry should never cut to take these changes up to now, I envisage we will have operations up corners here – that is non-negotiable. and are you happy with how they’re and running in China within the next At the same time, there is pressure going? 12 months. on prices from the customer. How do A. Part of the changes has been to we optimise the cost/quality equation? give people the opportunity to speak Q. Do you think the ground handling We have to be able to generate a return up, listen and share their ideas. An- industry as a whole needs to change in order to invest in the business at a other part is that after the transaction in any way(s)? If so, why – and how market-clearing price. A certain level in February and the meeting with the might this be achieved? What role of quality is expected and you have to new shareholders, there was a change is Swissport taking to support this deliver. You can do a certain amount to the top management team so that agenda? for efficiency – but it has to be within we are a single company with a single A. Safety is a key focus; training these non-negotiable cornerstones. team. Three people left, a new CFO programmes and tools must be pro- From what I’ve seen while travel- joined and the role of COO was cre- vided. Equally, aircraft damage, near ling, as an industry, we should be very ated – rather than having three EVPs misses and so on are important. You mindful of this. at the head of three divisions, which have to have clear targets for each sta- created silos that were not cohesive. tion and country. We have significantly Q. What are your hopes for the Everyone on the team is aligned with beefed up our support for health and future? our key priorities. safety and quality because we want to A. I will be further developing our continue to reduce accident rates and leadership position, taking us to the Q. What are your plans for taking not damage equipment. As an indus- next level of performance and corpo- the company forward over the try, we all need to do more. As the larg- rate maturity. I’m incredibly pleased coming years? est player, Swissport has a responsibil- at the amount of commitment, at all A. The overall aim is to further ity to lead that initiative. levels of the business, to go the extra develop the organisation, leveraging You have to ask how well is the first mile on a day-to-day basis in a busi- on our operational practices across line trained? Do they immediately cor- ness that, depending on geography, the globe. When you buy from Swiss- rect their behaviour? It is a day-to-day can be a very tough job. I’ve been export, you get Swissport whether you’re business objective, and a responsibil- tremely positively surprised. This is a in Africa, the Middle East, America ity, to operate safely. Governments and great platform to work with – it’s very or Europe. There is consistency and other authorities can help but it has fertile soil if you want to drive plans to quality. We are managing not just to- to start at the level of individual busi- further improve and expand.

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 5 FORECAST | LOOKING AHEAD

Anthony Harrington looks at some of the latest developments in the ground handling sector and where they might lead

he ground handling sector Markets. This represents a forecast had no choice other than to compound annual growth rate (CAGR) come into being as a huge- of around 7.3% for the next 10 years. ly fragmented accumula- At that level of growth, funding for a tion of isolated businesses, general and potentially long-running Teach springing up to handle the local consolidation of the sector, with a requirements of one or two local air- number of mid-size and large players ports. Many either started out as a part running ‘buy-and-build’ strategies, is of a national airline, or quickly forged virtually guaranteed. long-lasting agreements at a particular airport with a national airline or a LEADING THE CHARGE handful of foreign airlines. The history of all the larger ground Sometimes, when a carrier opened handling operators shows much the up new routes at a new airport they same pattern. Dubai-headquartered would (and still do) take their own in- dnata, which started life back in 1959 house or their favourite outsourcing as a team of ﬁ ve to provide ground baggage and cargo handler with them. Gary Chapman, dnata president handling services to the then new Dubai However, for a couple of decades, as air International Airport, has been at the travel developed and passenger num- cash generative businesses that re- forefront of international acquisitions. bers mushroomed, new ground han- quire significant funding both for ac- Time and again, the purchase of es- dling operations found it very difficult quisitions and for capital equipment. tablished ground handling companies to break through established monopo- At a time of low to negative returns in new regions has helped dnata to ac- lies to offer competitive services. for cash, investing in ground handling celerate its growth. The firm’s acquisi- Even today, in a number of air- companies is essentially a bet on the tions of ground handling operations ports, the monopoly provider is still en- onwards and upwards march of com- at London Heathrow and Manchester trenched, but there is no doubt that the mercial air traffic. Airports in 2009 are an obvious case sector is undergoing a radical change Taken in its totality the global in point. that is steadily transforming the land- ground handling business is expected Earlier this year, dnata reportedly scape. Established suppliers from out- to be worth around US$7.4 billion an- purchased US ground handling spe- side a region are increasingly seeking nually by 2025, according to the lat- cialist, Ground Services International, to outbid incumbents, offering airlines est research report from Research and which has operations in more than 20 better pricing and promising better quality services. Big ground handling SUSTAINING GROWTH companies are getting bigger. Mid-sized Dave Sheddon, head of communications at Menzies Aviation, feels that re- companies are getting squeezed and sourcing is the biggest challenge at major airports. “Whether it’s getting the smaller single-airport organisations are right people and keeping them, or optimising the way we deploy our teams and under incredible cost pressure. equipment, it remains an area on which we must always focus. Beyond that, The reason for the ‘big squeeze’ is the typically competitive nature of the handling environment at large stations simple economics. Ground handling is a big pressure, as is the complexity of managing an operation with so many today is an increasingly capital inten- moving parts.” sive business. Modern ground handling equipment is expensive and ser- Sheddon says ground handling is always equally demanding both in terms of vice providers have little choice other the capital investment in equipment that it requires, and the human resources than to automate every possible pro- UIBU OFFE UP CF EFQMPZFE h1VU TJNQMZ DPNQBOJFT OFFE B TVGlDJFOU CBTF PG cess in order to hold down costs. Air- capital on which to build. Without such a base, there’s a danger that a growing lines are themselves trading on wafer IBOEMFSNJHIUlOEJUTFMGTQSFBEUPPUIJOXIFODIBMMFOHFTBSJTFUIFHPPEUJNFT thin margins and are constantly pres- are easy to work through, but it’s tough to weather the harder times if a busi- suring their suppliers to do more for ness is overstretched.” less, more efficiently. .FO[JFT GPSJUTQBSU JTDPOlEFOUPGJUTDPOUJOVFETVDDFTTBOESBQJEGVUVSF No surprise then that we are see- growth, having announced its intention to acquire ASIG earlier this year. ing one acquisition after another. The As to whether the market is consolidating, Sheddon believes that “the dy- stakes are reasonably high, given the namics of the market are moving things in that direction. There have been a asset base and staffing levels that many number of major acquisitions in recent years, signalling a process of increasing ground handling companies have built consolidation, and we’ve contributed to that trend in announcing our proposed up. However, funders rather like the acquisition of ASIG.” sector since it is comprised of solid,

6 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com FORECAST | LOOKING AHEAD

airports across the USA. This was dna- Since then a series of acquisitions STRATEGIES ta’s first US acquisition and gives it a around the world, from Ireland to Swe- Despite the success stories, there is no significant presence in the US market. den, as well as more in the US, have easy way for a ground handling company Moreover, it seems that a second added to the Menzies portfolio. The that begins life in a single location to US acquisition is already on the cards. latest move is the proposed acquisition transform itself into a global player. dnata president Gary Chapman was of ASIG, an aviation services and fuel Çelebi started out back in 1958 as the recently quoted in Gulf News say- services provider, with a useful ground ﬁ rst privately owned ground handling ing that dnata is in discussions with a handling operation as well. company in Turkey. It took the company small Canadian cargo handling opera- The deal for the Orlando, Flori- just shy of 50 years to take its ﬁ rst step tor. The company is said to have a war da-headquartered company is said on the road to becoming an international chest of some AED3.5 billion (nearly to be worth $202 million. When it player, when it commenced ground US$1 billion) for further acquisitions. goes through it will give Menzies an handling operations at Budapest Chapman reckons that the company is added presence in 88 locations across Airport. Since then progress has been well positioned to expand its presence seven countries and will double the steady rather than spectacular. In 2009 in the States through further takeovers size of the company’s North Ameri- it began operating in Mumbai, India, and he signalled an interest in acquir- can operations. One of the huge ben- adding Delhi a year later. In 2011 it ing part or all of two other US airport efits that deals of this scale bring to began providing services in Frankfurt. service companies. the acquiring company is that they The company is building up con- Like dnata, Menzies is another sup- greatly enhance the relationship with tract wins with major carriers on the plier leading the growth-through-ac- key airline customers by making more ground handling side as well as pro- quisition charge. The group’s aviation services available in more locations viding cargo services. Çelebi’s Delhi business, comprising a range of ser- around the world. operation, for example, began provid- vices including cargo and ground han- Dr Dermot Smurfit, chairman of ing ramp handling services to Cathay dling, got off to a flying start in 2000, Menzies called the deal “transforma- Pacific Cargo from 1 February 2016. when it bought the global ground tional”, adding: “It will create one of It now has more than 300 customers handling operations of the US-based the largest aviation services businesses around the world and is active in 30 Ogden Aviation Services. At a stroke in the world and will strengthen Men- airports in Turkey, one in Hungary, the $118 million acquisition doubled zies Aviation’s service offering at major one in Austria and two in India. Menzies’ aviation support business international gateways such as London Swissport International began life and announced the group’s arrival as a Heathrow, San Francisco, Denver and as Swissair Ground Services, when it major ground handling player. Los Angeles.” was simply the ground handling arm

/Keep cool Temperature-controlled transport and storage of your goods on the apron: -30° C to +30°C.

Living ideas – Connecting lives

AeroGround oﬀ ers temperature-controlled vehicels for the transport of temperature-sensitive freight between handling agent and aircraft.

Please contact our sales team sales.aeroground@munich-airport. de or visit our Website to ﬁ nd out more about our ground services in Munich and Berlin: www.aeroground.de

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 7 FORECAST | LOOKING AHEAD

CHALLENGES contract for low-cost carrier Scoot, a subsidiary of Singapore Airlines, at Stewart Sinclair, CEO, Bangkok Fuel Services, gives his perspective on the King Abdulaziz International. pressures facing a ground handling operation in a busy airport There are clear overlaps between “The major pressures … frequently stem from the airport operating over its cargo handling and ground services, Æoriginal design capacity. This creates infrastructure-related issues such as lim- not least because airlines like Delta ited check-in counters at peak periods, immigration congestion, overloaded carry substantial cargo loads on pas- baggage systems requiring transfer bags to be handled in a separate facility, senger flights. So the larger ground lack of contact gates at peak periods, especially A380-capable gates, runways, handling companies also tend to have taxiways and some apron areas requiring repair due to heavy usage. large cargo handling arms. Worldwide “Other challenges revolve around staff retention and suitable language Flight Services (WFS), the world’s skills. In our case, all of these infrastructure issues are being addressed by the leading cargo handler, also has one of airport and other authorities. However, the growth at the airport is such that it the most extensive global ground han- continually outpaces the infrastructure upgrades. dling operations. In March this year “Ground handling is equally testing both in terms of the investment it re- WFS became even bigger when it ac- quires in capital equipment and in human resources. quired Consolidated Aviation Services (CAS), the largest cargo handler in “Expanding out from a local base is very challenging, and most local ground North America. handling companies never make the transition to becoming an international Once again, the deal was basically operator with multiple sites, unless they are able to make acquisitions or are an exchange between two PE houses. themselves acquired by an international brand. BFS is fortunate in that we are Platinum Equity acquired WFS in part of the WFS Group, so we have access to the global network of WFS oper- 2015, and CAS was part of the portfo- ating at over 145 locations worldwide. As a special purpose com- lio of investment firm ICV Partners, pany BFS is limited to operating at BKK. However, BFS has an which specialises in middle market investment in BFS Cargo DMK, which provides cargo handling companies. CAS has operations in 45 services at DMK airport. All expansion outside Thailand is un- North American and South American dertaken by WFS. airports. “It is worth noting that for widebody aircraft there is really WFS provides an example of yet no difference between the requirements of cargo handling another expansion strategy avail- and passenger baggage handling, as the vast majority of able to ground handlers as they seek the cargo and baggage is loaded in containers and loaded to benefit from consolidation in the BOEPGmPBEFEVTJOHIFBWZMPBEJOHFRVJQNFOU5IJTCFJOH sector: its subsidiary Bangkok Flight TP BGFXNPSFQBMMFUTPSDPOUBJOFSTUPMPBEPGmPBEEPFT Services (BFS) is a joint venture with not take up much time. Bangkok Airways, Thailand’s second- “Curiously the bigger challenge is with narrowbody air- largest regional carrier. BFS is based craft – and especially low-cost carriers who carry cargo. at Bangkok Suvarnabhumi Airport. 8IJMTUUIFXFJHIUNBZOPUMPPLUPCFTJHOJlDBOU UIFOVN Its latest carrier win was in Febru- CFSPGQJFDFTUIBUOFFEUPCFMPBEFEBOEPGmPBEFEDBO ary this year when it provided ground CFTJHOJlDBOU5IFDIBMMFOHFJTGVSUIFSDPNQPVOEFECZ handling, passenger and cargo servic- this being a labour-intensive process, with relatively lit- es for the inaugural flight of Myanmar tle automation, and a requirement to complete the task National Airlines. in minimal ground times.” Like many carriers, SAS, the Scandanavian carrier, had a long tradition of using its own ground of Swissair, formerly Switzerland’s na- with more than 270 locations in 48 handling arm. However, it has had tional airline until, after various mis- countries, and an annual turnover in a steady programme of outsourc- adventures, the airline became part excess of three billion Swiss francs. ing these services in recent years at of Lufthansa. The private equity (PE) Not surprisingly, with that kind various airports around the world. In house Candover acquired Swissport, of reach, announcements from Swiss- May this year, SAS signed a letter of then a wholly owned subsidiary of port of new contract wins with airlines intent with Aviator Airport Alliance Swissair in 2002 and sold it on to the and new ground handling agreements Europe (Aviator) whereby it agreed Spanish infrastructure firm Ferrovial that extend its presence globally, are to outsource ground handling at in 2006. It was acquired by its pre- a frequent occurrence. The latest an- Gothenburg and Malmö. sent owners, the French PE firm PAI nouncements of this sort at the time However, SAS decided to continue Partners in 2010 for €654 million – a of writing were an agreement with to do its own ground handling at the price that already signalled the extent COBALT, the new Cypriot national main Scandinavian airports. Accord- to which Swissport had become a pow- carrier that takes Swissport into 13 ing to SAS, outsourcing has saved the erhouse in the international ground airports where COBALT has a pres- group some SEK 300 million ($33.3 handling game. ence, and an agreement with Jazeera million) over the past two years. But Swissport has become a highly Airways KSC to provide ground and the carrier argues that a major digiti- successful acquisition management air cargo services at King Abdulaziz sation programme currently underway operation, with one transaction after International airport in Jeddah, and will enable further streamlining and another turning cash positive for the King Khaled International in Riyadh. customer improvements to be made company. It is now, with some justi- Jazeera Airways therefore becomes in ground handling, and that it is best fication, able to claim the title of the Swissport’s launch customer in the placed to do this at the major Scandi- world’s largest ground handing group, Saudi capital. It has also picked up the navian airports.

8 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND HANDLING | CHALLENGES

As 2016 draws to a close, and with the discussions carried out at this year’s IATA Ground Handling Conference in mind, AGS gathers perspectives on four major challenges facing the ground handling industry

afety is a vital pillar of is working towards better safety per- “Working day and night on the the GH industry. Which formance is dnata’s One Safety pro- ramp in all weather conditions is initiatives ought to be gramme, which includes specific train- challenging for man and machine so Spursued in order to improve ing of front-line supervisors so that well-maintained equipment including safety standards, and why? What they recognise how crucial their roles anti-collision and other safety meas- makes these things so important? are in managing safe turnarounds. ures makes handling safer. And here The general consensus on this topic This includes both technical train- comes the dilemma. As a carrier, we is that “Safety is the prime considera- ing on risk identification as well as of course want our GHA to use only tion and the driver for everything that cultural awareness and coaching, di- GSE with the latest available technol- happens within the industry,” as Paul visional senior vice president Stewart ogy; as GHA, however, upgrading all Craig, managing director at Aviance Angus outlines. The programme also GSE to the latest available technology Ghana, puts it. “When we push for involves specific training for all ramp is not always feasible and also costly. faster turnarounds and examine OTP staff on hazard identification, safety The question here is if new technology we must never trade safety against awareness and cultural training. This shouldn’t without fail be integrated performance; however, working safely includes training on how to perform into new equipment by the providers? takes no longer than cutting corners. peer observations, so that all staff are This would help to challenge all GSE The golden rule of aviation is to follow fully cognizant of the role they play in providers to further invest in research procedures. The human factor com- safe turnarounds. and provide best possible solutions to bined with SMS training has to be at the industry,” he suggests. the heart of the operation. We should As for the Ground Damage Data- not place one above the other as it is a base, which supports the reporting cul- combination of cultures that makes it ture already alluded to, Jossart notes: tick,” he sums up. “By reporting every incident and thus Several initiatives take prime im- making it available to the experts, the portance in the drive for improved experienced mishap will help to define safety in ground handling. According adequate and standardised processes to Forsyth Black, president and man- to make ramp handling all around the aging director of Menzies Aviation, world safer. We should not hide be- “The first is training. Ensuring that hind confidentiality or other protec- our employees stick to official proce- tive arguments to not report aircraft dures will make the greatest impact on damages as only by providing this in- our safety performance. Our operating Paul Craig, managing director formation will solutions be elaborated. procedures are designed explicitly to at Aviance Ghana We are currently preparing our ISAGO avoid safety risks, and they’re written implementation and are confident that by experts on the subject; our job is to Finally, One Safety covers “proac- it will lead to a more standardised, continually reinforce how important it tive communications with our airline documented and an even safer ramp is that they are followed to the letter.” customers to ensure a common focus handling operation,” he adds. The second major point is estab- on the safety of people, cargo and air- Protege managing director Mário lishing a reporting culture. “Hand craft and that this is never compro- Baptista suggests that on top of train- in hand with a determination to do mised for a speedy turnaround. There ing, an efficient quality control pro- things right, must go a willingness to is no single solution when it comes gramme, with a solid corrective and report when they go wrong,” Black ex- to ground safety. Every one of our preventive action plan, forms an im- plains. “Only by completing this feed- initiatives is designed to support the portant part of safety management – as back loop can we maintain a clear pic- achievement of a ‘One Safety’ mindset does an internal safety committee that ture of where our greatest safety risks and putting this into action in every- can discuss possible improvements – and hence our most pressing training thing that we do. Total safety is the and bring these to fruition. These three needs – are, and act accordingly. product of all our initiatives working initiatives are interdependent, but he “There’s a theme here, because both together,” he points out. feels that having in place a good qual- of these are behaviours. We’re a people At LuxairCargo, executive vice pres- ity control programme will automati- business and behaviour matters more ident Laurent Jossart adds that besides cally bring about the other two recom- than anything else: the right ones keep training, GSE with the latest technol- mendations through the prevention us safe,” he adds. ogy is also of vital importance, as is the and corrective action plans. One example of how the industry IATA Ground Damage Database. Baptista also comments that man-

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 9 GROUND HANDLING | CHALLENGES

agement must participate in safety ference in a global market and we are initiatives to help encourage staff to constantly working on new and inno- behave in accordance with safety pro- vative ways to enhance our operations tocols. Kürsad Koçak, general man- for our customers.” ager at Havas Ground Handling Co, Elsewhere, “I make no secret of the isÆ in strong agreement with this point. fact that I believe transitioning from a “Safety commitment requires a strong paper-based to a digital environment leadership, and without this manage- is the right way to go – but crucially, ment effect, it is not possible to miti- it has to be right for our customers,” gate the risk factors to required levels,” says Black. “We’re already incorporat- he declares. ing digital processes, and it’s something Following a similar line of thought we’ll continue to do; however, ensuring to Baptista, Norbert Bielderman, man- that our customers are bought in to – aging director and CEO at Nigerian Protege’s Mario Baptista and will see beneﬁ t from – each switch Aviation Handling Company (Nahco will be the most important factor in de- Aviance), emphasises the importance tified training facility where we termining the rate of our progress.” of a safety management system, “gen- perform all sort of training but all In the passenger business, carriers erally described as a systematic ap- training have one thing in com- began providing the possibility to indi- proach to managing safety, including mon: safety first! vidual customers to compare rates and the necessary organisational struc- • State-of-the-art and well-main- book a ticket for themselves through tures, accountabilities, policies and tained equipment. At SGS, we year- the Internet. In order to be able to procedures” as essential for operations ly invest millions in purchasing and compete, all carriers had to adapt and in the sector. It is a process that should maintenance of equipment. propose an on-line booking solution, be a significant part of the operations • An open culture of communication which led to the development of a pa- system of any ground handler as a com- and feedback regarding any possi- perless process from booking through prehensive and effective process for ble incidents, unsuitable routines payment to embarking. managing safety risks. A safety man- or risks. A communication culture In the cargo business, on the other agement system helps ground han- of openness and rewarding sugges- hand, the booking and consequently dlers to reduce safety risks to the bar- tions on how to eliminate potential all the paperwork including Customs est minimum. Beyond the regulatory risks is key to reduce potential risks formalities are mainly provided by for- aspect, ground handlers should adopt and further improve training re- warders or cargo agents, all of whom and implement a safety management sulting in improved safety.” use different IT tools and systems, Jos- system from a legal and best practice sart points out. operational perspective,” alongside It has been said that the large-scale “As a consequence, the process participating in IATA’s ISAGO and buy-in of paperless processes is and especially the data transfer, even Ground Damage Database initiatives. lOBMMZHBJOJOHNPNFOUVNBTUIF if already standardised, remains more “These three initiatives are im- ‘millennials’ enter the workforce complex. As a GHA we see it every day portant because they provide oppor- in greater numbers. Are efforts to with the amounts of AWB data capture tunities to review existing safety risk encourage or even force change all we need to arrange even though a hard processes by conducting in-depth root in vain? Can the industry afford copy of the AWB is available and the cause analysis into incidents and ac- to wait longer for the change to information on those AWB has been cidents and providing functional solu- take hold naturally? And why has keyed into an IT system at the start tions and procedures, thereby creating cargo been so much slower than of the forwarding process. There is no learning curves for safety risk improve- passenger to get the switch to added value in re-arranging the full ment,” he sums up. “I would advise that digital processes started? AWB data capture and it is in fact diffi- the most important of the three pro- As an industry, ground handlers cult to understand why progress takes cesses is the ISAGO audit programme have historically been slow to embrace so long. Expensive manpower should as it encompasses the SMS review new technology and automation, An- be used for more valued tasks and du- and the GDDB reporting processes. gus agrees. However: “dnata sees tech- plicate of works prevented. Unfortu- However, ground handlers that do not nological innovation as a point of dif- nately as a GHA, you do not have any subscribed to the ISAGO programme possibility to enforce the data transfer can implement an independent safety – with the exception that you can en- management system and still achieve courage carriers to avoid the accept- significant safety improvement.” ance of shipments without available In conclusion, summing up the electronic data by making the service general feeling in response to this ques- payable.” tion, Saudi Ground Services general Koçak echoes these views, pointing manager marketing and sales Ahmed out that when it comes to air cargo op- Jannah considers: “Safety is, no doubt, erations, there are numerous links in the outstanding most important aspect the supply chain, Integrating any digi- of our service. It’s an aspect never to tal system into this complicated struc- be compromised. To safeguard a very ture requires the systems of all parties high level of safety I believe the follow- involved to be synchronised, making it ing three aspects are key parts: less simple than digitising passenger • Staff training and follow-up. At Ahmed Jannah of SGS operations. In Turkey, he says, IATA’s SGS, we have our own IATA-cer- e-AWB and e-Freight initiatives are

10 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com Your gateway to local experts

By uniting local experts in an innovative multi-station network, we provide customer airlines with streamlined access to high-quality, customized ground handling services. www.ground.net GROUND HANDLING | CHALLENGES

helping to solve the problem. Indeed: “Paperless processing is and although the political situation is In general: “Since this is a digital the future in aviation operations and still foggy the way to overcome barri- age, paperless technology has become it is fantastic to see the momentum in ers is always to invest in quality and an important necessity in our daily buy-in from across the board,” remarks safety.” operations. As of 2013, we have been Bielderman enthusiastically. “The ad- Baptista reckons Africa offers the usingÆ electronic service forms and vantages of implementing paperless most challenges – but also, perhaps, invoices. Implementing this paper- processing across ground operations more opportunities than other regions. less system within our organisation cannot be over-emphasised. Nahco Handlers in Africa are “severely affect- allowed us to achieve huge savings Aviance recently upgraded its cargo ed” by operational challenges such as of paper while we handle thousands management software to enable it run inadequate infrastructure – many Afri- of flights a week. Using computer- better and also integrate effectively can airports are obsolete, Bielderman ised systems would also contribute into the enterprise software programs says, and this is often the reason why to the operational productivity while to facilitate -cargo operations. ground handlers cannot efficiently “I believe strongly that the efforts meet service level agreements. to encourage paperless processing “Handlers in the region are also are not in vain as the improvement in plagued by the high cost of operations, numbers of organisations subscribing high charges from regulatory authori- to the system is increasing by the day. ties and government agencies who Airway bills are mostly paperless now manage the airports across the conti- and major airliners and ground han- nent and skyrocketing GSE costs due dlers have been able to integrate their to unstable currencies and economic software to seamlessly process cargo. challenges across African countries.” This will only improve as millennials On the flip side, Bielderman com- who are technology savvy begin to join ments that European sector has per- the aviation workforce.” haps seen greater challenges to safety Bielderman feels that the crux of and security with regards to the recent Kursad Koçak, general manager at non-implementation of paperless pro- terrorist attacks at airports in Turkey Havas Ground Handling Co cessing in cargo operations has been and Belgium. down to “divergent interests and fear Whatever, the efforts to overcome increased quality and punctuality of of the unknown”. To a large extent, ma- challenges for the continued growth work has become highly important in jor stakeholders already have the re- and stability of the aviation industry the ground handling business. quired systems in place, but some are must include all stakeholders. Govern- “For example, Havas uses simulator concerned about losing control and ments ought to take responsibility for systems during pushback training for independence over aspects of the cargo increased safety and security of the fly- its pushback operator candidates and processes. Corruption also plays a role, ing public in Europe, while the African takes advantage of technology in this he believes, especially with regards to industry needs all industry stakehold- area, which results in minimising the some of the state agencies that form a ers to make concerted efforts at re- risk factors and enabling quick adap- critical part of the cargo handling pro- vamping the industry, improving air- tation of the personnel. Both of these cess and who have formed the greatest port infrastructure and implementing efforts play major roles for our envi- roadblock to total e-Freight opera- palliative measures against currency ronmental policy by saving paper in tions, in his view. fluctuations, he urges. our daily operations and burning less Furthermore, Craig notes that not Still, as Baptista observed, there fuel during the training.” all parts of the world are at the same are opportunities in Africa. Bielder- Baptista, meanwhile, feels that stage of development when it comes man goes on: “The African market has technology is there to help, but that to technology. For instance: “Sub-Sa- been growing significantly in the past change cannot be forced because haran Africa is an emerging continent years and this has been an encouraging “in general people are afraid of any but so many modern-day processes factor for airliners and ground han- change”. Therefore, smooth transitions rely entirely on Internet-driven com- dlers. Passenger numbers rose at our are very important – as is staff buy-in. munication – which we do not have. In main hub in Lagos from 5,654,122 in Plus: “Costs for sure are a barrier my opinion most ‘paperless’ processes 2009 to 7,561, 507 in 2014, a difference for implementing new technologies end with a paper trail.” and nowadays even more due to the current global economic situation. So, Which region of the world poses in my opinion cargo, due to safety con- the greatest challenges for the GH cerns and low return (maybe because industry, and why? How can these cargo is not a priority within the com- challenges be overcome – is it mercial airlines), is behind in the tech- down to handlers, their customers, nological race.” governments...? What are the While acknowledging that cost is a opportunities there that make it necessary consideration, Jannah feels worthwhile persevering to develop a that modern technology is “an obvi- presence in this region? ous opportunity that we must avail “If I can point out the difficulties ourselves of. Continuous development in Brazil, they are very related to regu- and improvement is a normal part of lation and economics,” says Baptista. our work at SGS. We must all be most “The Brazilian market has changed Laurent Jossart of LuxairCargo open to changes!” considerably in these last two years

12 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND HANDLING | CHALLENGES

of about 25%. The same was the case gion in question, because finding ways signed the resolution denouncing the at the busiest airports on the continent over today’s hurdles is what will deliver illegal trade in wildlife and wildlife (OR Tambo, Johannesburg; Cairo In- tomorrow’s successes.” products,” he adds. ternational Airport; and Cape Town Baptista sees ground handlers as International), which recorded growth 5IFSFJTKVTUJlBCMFDPODFSOPWFSUIF having an important role in preventing figures of 8.84%, 2.1% and 11.8 % re- scale of the illegal wildlife trade. illegal trade in wildlife – but feels that spectively between 2009 and 2014.” What can – and should – the GH all players must meet to discuss and As far as Sub-Saharan Africa goes, industry be doing to help put a stop define how to stop it happening in the Craig highlights problems relating to to this? How can the industry’s aviation environment. bureaucracy, infrastructure, education suppliers, customers and partners Koçak is clear on how the indus- and culture. Overcoming these chal- help? try should act. “The first step would lenges takes time so handlers have to “This is a subject close to my heart,” be sustaining an operation that is in work within local limitations while says Angus. “dnata4good is an inter- compliance with the global standards steadily driving change. “Everything is nal engagement programme which al- of animal transportation regulated possible but the route to achievement lows our staff to raise money for good under IATA Live Animals Regula- differs from country to country,” he causes with their donations matched tions to avoid illegal wildlife trade. says, stressing that “There is not and These regulations must be followed should not be a global answer.” by industry suppliers and customers There are some regions where air- as well as by other involving parties. lines have suffered disproportionately It should not be possible to accept liv- from poor service levels, delays and ing animals that do not have a shipper aircraft damage. These seem to in- declaration form in particular – and clude USA, Canada and Latin America checking documents like CITES (the according to Angus – who reckons that Convention on International Trade challenges are overcome and improve- in Endangered Species of Wild Fauna ments made in those areas where there and Flora) can also help handlers to has been a commitment on the part of understand the transportation re- all stakeholders to make a concerted strictions on animals and avoid any effort to change the status quo. possible illegal trade risk.” In Koçak’s opinion: “Liberalisa- IATA Live Animal training has tion and growth in ground handling dnata’s Stewart Angus been provided to Havas Cargo staff to markets continue particularly in Latin make sure that they are familiar with America, Africa, the Middle East, East- by the company up to AED1 million the requirements of live animal ac- ern Europe, Russia and Asian markets. (US$272,279) per year. Through this ceptance. Koçak is confident that fo- On the other hand, each market has its scheme, we have already established cusing on industry standards should own challenges like different local pro- a rehabilitation centre for orphaned be sufficient to avoid attempts at trad- cedures and regulations, unions, infra- rhinos along with a mobile medical ing illegally in wildlife. structure and working culture. These services unit in South Africa as well However there are obstacles. “What elements must be carefully evaluated as anti-poaching controls to help pre- we have observed is that corruption during the planning stage of an in- serve this beautiful and rare animal. It and compromise by some criminal gov- vestment project. However, the strong is a good feeling to know that our staff ernment offi cials who are supposed to growth in those markets and limited are making a difference to the world. be the fi rst line of defence against il- competition in some areas still make We also work with many of our airline legal wildlife trade is the reason why those emerging markets attractive for customers to prevent the air transpor- the trade has continued,” Bielderman ground handlers. tation of illegal wildlife.” remarks. “Ground handlers are not di- “We believe all stakeholders have to dnata4good is just one example rectly responsible for checking the con- contribute to the solution of the prob- of a proactive response to the illegal tents of shipments and will only accept lems in their areas. Like many other wildlife trade. Black sees improve- a shipment that has been certifi ed as foreign investors, ground handlers also ments in cargo security as the most OK by government offi cials. Govern- seek a reliable and stable political en- productive route, while Jannah states ment agencies should conduct a com- vironment and regulatory framework simply: “The GH industry must always prehensive risk analysis of each and which support competition and service follow applicable rules, laws and in- every cargo shipment and fully under- quality. These factors offer a strong po- structions issued by different bodies. stand the adverse effects of letting such tential when combined with an emerg- No exceptions!” Craig believes that shipments escape their searchlight.” ing aviation market. Eventually, all governments should take the lead, but Furthermore: “Government agen- aviation industry stakeholders includ- that “everyone is a stakeholder to drive cies and NGOs focused on animal ing authorities and air carriers benefit change”. rights can do a lot to create awareness from a stable and reliable ground han- Similarly: “Every GHA, same as about the ills of illegal wild life trade dling industry and therefore, all play- the carriers and forwarders, should be and also implement severe sanctions ers should support it.” aware of and work hand in hand with for those found erring. That said, Black’s view is that every region the local authorities to prevent illegal ground handlers can intensify moni- has its own unique blend of challenges wildlife trade,” Jossart affirms. “Trans- toring efforts by double-checking at and they are too nuanced to permit any parency is key and as soon as you have the screening points and exit points sort of ranking. As for the second part a doubt, you should proactively report using advanced technology such as of the question, he says: “It’s always to the authorities and have the ship- comprehensive RA3 protocols and worth persevering, no matter the re- ment checked. Luxair has recently ETD technology.”

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 13 INTERVIEW | CRAIG SMYTH: WFS

One of the ‘big four’ handlers, WFS, appointed a new CEO just a few months ago – and he has clear plans for the company’s growth in the years to come

raig Smyth joined WFS in couple of months into the role, how routines of the future. August after more than have things been going? There are no big surprises. WFS is two decades at John Men- A. Today I think is eight weeks in what you think it is: people that are zies, his most recent post the post for me. I’ve been with Menzies steeped in cargo. It’s a 40-year-old being CEO of Menzies from the start and I’ve closely followed business. Most people I’ve met have CAviation (a role he assumed in 2004). other businesses in the industry. WFS been with the organisation for more A qualified accountant, he previously was always a business I had followed than 20 years so slightly more history served as the company’s CFO. AGS closely and admired, and had certain than somewhere like Menzies. They’re spoke to him at The International Air views on. Now, I’m inside the business all very passionate about what they do Cargo Association’s 28th Air Cargo – in the guts of the business. I’ve been – very passionate about cargo. They’re Forum & Exhibition held in Paris dur- splitting my time between induction, all great people They’re ‘people people’ ing October, to find out how his new learning, understanding and meet- who are big into relationships both role is panning out so far and how he ing people as well as some of the basic within the organisation and with cus- sees the future. routines that have to be done in a big tomers. They’re not ‘here today, gone organisation – so, meeting with share- tomorrow’ with customers. Custom- Q. You were appointed to the post holders and bondholders, monthly ers trust them implicitly over a long of CEO of WFS in August. Just a reporting and setting up some of the period of time. If things do go wrong, there’s a lot of patience and goodwill to sort out whatever the issues are. Everybody has made me incredibly welcome. I did say to somebody the other day that WFS is like a league of gentlemen. At Menzies, we came from very humble beginnings with very Celtic roots so we were sort of the small guy hustling. I guess in the last five or 10 years or so the business came of age. WFS is very graceful – that’s probably the French heritage as well, plus the type of people that have grown up in that business. It’s a different culture – a culture that I’m happy to belong to, to grow and develop within their existing culture rather than change it to something that would be alien to them. That’s certainly not my intention.

14 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com INTERVIEW | CRAIG SMYTH: WFS

Q. What particular skills and for high-volume, low-cost and legacy still learning the network and some experience – whether from the airlines, that is, narrow body airlines. of it is a crossover with Menzies while handling arena or elsewhere – are So I know the cargo business pretty some of it is new. It’s trying to work you able to bring to your new well but I think my skill is as an ex- with local people from local cultures position that you believe will take accountant who is an administrator and make them feel supported, be it WFS forward? and who usually never had an original with the tools or be it with the align- A. Well, the caveat is that I’m only thought in his life! But you see the best ment of goals and the spirit. This isn’t eight weeks old. I think WFS has grown that’s out there and you think, ‘That’s a absolute, but you have an American up rooted in France with acquisitions, good idea, why don’t we do that some- running America, a Brazilian run- a bit of organic development and joint where else?’ Or, ‘That’s a good process ning Brazil, a French person running ventures. As most handling businesses or a good discipline or a good system.’ France – and then fuse that with the have in common, it’s got great people, It’s about trying to put people together process and structure and products of great safety and security, great ﬁnancial and borrow from different parts of the a cargo and ground handling business. performance and great customer rela- organisation or other organisations, tionships. It’s been incredibly success- be they in this industry or other indus- Q. How much involvement do you ful in the main because it’s had really tries that we could learn from. think Platinum Equity is going to have good people – and again, really good That’s what I bring to the party: in determining the future of people in cargo and with cargo tools. I’m an administrator of complex, WFS? I do believe in people having the multinational businesses in avia- A. I had my sec- right tools for the job so there’ll be tion services where you really ond op con, which is an element of further investment in are reliant on groups of people like a board meet- cargo, honing the cargo product. WFS working as a team with coming, last night and is the biggest and the best cargo han- mon goals. they’re very sup- dler in the world and we want to make portive. If you sure that position is cemented for the Q. Obviously WFS has look at what they future; there’s more support we can EJGGFSFOUPGlDFTBSPVOEUIF did, they invested give to the people in the field when it world. How do you bring the a lot of money comes to the cargo product – making different cultures into play? in WFS and then sure we have the right chill stores, the How do you manage that? right pharma trucks, the right capabil- A. I think it’s difficult to ity to handle live animals or human stipulate from a WFS point of remains or secure products or pharma view because I’m so that we are a 21st-century business. Some of that will take a small investment. The IT system is quite good but there’s more technology we can har- ness. There are slightly different ver- sions of some of the cargo systems so we’re looking at levelling up. WFS is the biggest and the best Cargospot is the main one that cargo handler in the world and we we use. There’s Hermes in one or two want to make sure that position places and there’s still ABS out there. is cemented for the future It could be that there’s a front end that Craig Smyth could sit on top and drill down, and could give the KPIs and the customer information, so we’re looking at that. WFS was run as a diverse geo- graphical network with almost no central functions, so at the moment I’m building the central capability. Lots of the business is operating very well and has good processes and people, but it’s not really coordinated and run as a network. Without losing the entrepreneurial spirit out there, I want to give more central support so the WFS brand gets taken to the next level and you can say, ‘These are the 10 things you always get with WFS,’ be it physical or intellectual property. I know the industry pretty well and my roots were in cargo – starting off with AMI with cargo forwarding, then cargo trucking, then cargo handling. Then ground handling was the big success – finding the magic formula

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 15 INTERVIEW | CRAIG SMYTH: WFS

three months after that committed a coming out of the very strong cargo similar amount of money to buy the core business and getting into these CAS business in North America, so that products is what the template plan was a very bold move – a statement of could look like. intent. That business is doing very well integratingÆ and a lot of the heavy lift- Q. What are your thoughts on the trend ing of that integration will be done by for consolidation in the industry? the end of the year. Then they can fo- A. There’s a ‘big four’ emerging: cus more on the product and what the Swissport, WFS, dnata and Menzies customers want to be the next level of (with the ASIG business). There are service or efficiency. I think that’s a scale benefits because you’ve got one fantastic platform to grow organically central infrastructure; you’ve got tools and to me, where a customer actually and pillars that support the brand; wants you and has taken to you, that’s and you can invest. I think there will the best type of growth. always be room for the small players – Where we see opportunities, be it the single airport, the single country, new markets or synergies like the CAS entrepreneurial people running a busi- deal, then there’ll be sponsorship from ness themselves in a very efficient way Platinum. with local customer relationships. Having an integrated cargo/ We’ve got tremendous support I think if you’re stuck in the middle ground handling/aviation services from bondholders as well (that’s how that will be difficult, and that’s what business would be the goal the business is funded: a combination will keep consolidation going. The Craig Smyth of debt from bondholders and equity stronger will get stronger and there from Platinum Equity). Carrying on will always be opportunities for the our success, there will be more money small guys, but in the middle, that’s al- to invest. an efficient cost. So that’s a market I’m ways going to be quite a difficult place looking at closely to see how we can to be. Q. What can you tell us about the improve our capability to respond to The airlines have still got an awful direction the company is taking now? customers’ needs. lot of choice out there in most markets Is it continuing on the course set prior so I think they will support continued to your arrival, or are you seeking to Q. When you go more into passenger consolidation. Consolidation means, DIBOHFUIJOHTTJHOJlDBOUMZ &JUIFS and ramp, will you grow that usually, synergies as well – the ben- way, can you outline your plans/ organically or through acquisitions? efits can be shared between customers strategies for the future? A. I think it would start organically and shareholders, so I think it’s good A. Again, the caveat is I’m only just to prove the case and prove that for the industry. Whether or not four eight weeks old! There’s no getting there’s a market there that is not be- becomes three, becomes two… I don’t away from the fact that this is a very ing served – or is being poorly served know. But I think there are plenty of strong cargo business with a very by some handlers in those markets to- opportunities for the ‘big four’ to carry strong pedigree. We want to grow and day. It’s where I enjoyed a lot of suc- on with consolidation. develop cargo. We’ve got facilities all cess over a long period of time so it’s an With any business, and this hap- around the world. We will be looking at obvious thing to look at and try some pened to me with Menzies, you start making them more efficient to create things. And if it doesn’t work, we’re off very small and you can never af- more capacity so we can handle more still a big successful cargo organisa- ford the overhead or the infrastructure airlines. We’re improving the IT sys- tion. But going from cargo into ground or the next IT investment; you have tems – again moving up to newer ver- handling, once that’s done then we are scarce resources and you have to be sions rather than completely throwing going to look at some of the ancillary careful how you allocate those. Most them out and starting from scratch. services, be it lounges or fuelling… businesses go through growing pains. I’d characterise it as gradual evolu- These things, from a business point That’s why, to me, this is the right mo- tion rather than revolution anywhere of view, are about maximising or lev- ment for WFS to have a proper suite of in the world. I’m keeping the progress eraging the infrastructure you’ve got: central services, be it centralised safety that’s been made in cargo going. In you’ve already got a management team or security, network standards, train- many places we will need new capacity on site hiring and training and serving ing, global people function (again, not in existing airports over the next five customers; from a customer point of getting involved in local HR, which is years so we’re looking at that and being view, there’s a whole batch of services done very well, but in terms of the tal- proactive with that – we want to invest they want to buy. ent management and development or in this business. WFS has some great examples of bringing in the right talent from out- There are little nuggets or jewels of ancillary services such as wheelchairs side), a central commercial function, ground handling around the network in Hong Kong, PRM, a cruise terminal making sure we’re attending to all of (passenger and ramp handling), for we run in Hong Kong which is very our global key accounts… instance in the US or Spain or Paris, successful and growing rapidly. These It’s about upgrading. As I said, but it’s not been a particular focus of are examples we’ve got already and every business goes through growing the company in the past so we can we’ll get to other things too eventually. pains and I think at WFS, in order to probably do more. It’s certainly a very Having an integrated cargo/ground grow again successfully and consist- attractive market and there are cus- handling/aviation services business ently, we’ve got to strengthen the cen- tomers that want to have a different would be the goal. That may take five tre of the business to go and support product – a better product – but still at years or it may take 10 years but it’s people in the field.

16 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com WHEN EARTH MEETS SKY WWW.TCR-GROUP.COM

AIRPORTS

COUNTRIES

YOUR GSE EMPLOYEES BUSINESS OVER PARTNER ASSETS

GSE SERVICES FAIRS: VISIT US! Rental and operating lease GROUND HANDLING Maintenance and Ramp INTERNATIONAL, ANNUAL MEETING, Assistance NOVEMBER – COPENHAGEN Fleet Management 2ND HAND GSE SUPPLY INTERAIRPORT SOUTH ASIA FEBRUARY – SINGAPORE WWW.GSEFORSALE.AERO Refurbishment & Spare Parts GROUND HANDLING INTERNATIONAL, ASIA Pre-sales Technical Advice & MARCH – SINGAPORE Consultancy On-site Trainings & Technical Support INTERAIRPORT EUROPE All brands OCTOBER – MUNICH Motorised & Non Motorised GROUND HANDLING | ASIAN MARKET

David Smith investigates how two of the big ground handlers are making the most of opportunities for growth across Asia

he Asian aviation market tourism,” he remarks. “China also of- Boeing and Airbus, India is expected has proved difficult to crack fers exceptional growth potential both to order more than 1,600 aircraft over for the giants of the ground domestically and within the wider the next 20 years. handling world. But there Asian region. Meanwhile, India is The authors of the KPMG report is a growing sense that the showing similar traits in terms of the try to explain why the Indian market Tboom in business is opening up Asia rapid development of new routes cou- is the world’s most dynamic: “This ex- fast to competition and will provide a pled with a fast-emerging demograph- pansion is possible due to a host of fac- lot more opportunities over the next ic with discretionary spending power.” tors, including increased competition, decade. Two of the biggest global play- In fact, India has the fastest-grow- low-cost carriers, modern airports ers – Worldwide Flight Services (WFS) ing aviation market in the world. Be- which are expanding, improved tech- and Menzies – are laying out plans to tween April 2015 and January 2016, nology in both airside and city-side seize their share of the spoils, even the number of international passen- operations, foreign direct investment though to date both have small foot- gers flying to and from India grew by (FDI) and increased emphasis on re- holds in Asia. gional connectivity.” “As it stands, Asia is a much more restricted market for ground handling REGIONAL FOCUS than Europe, or North America, but Menzies is building its long-term we expect it to open up to competition strategy in India around winning new over the next decade,” says Stewart business in tier two airports as the Sinclair, WFS executive vice president expansion of business spills over from Asia, Middle East and Africa. “We be- the major airports. Kamesh Peri, senior lieve there will be great opportunities vice president of Indian operations at for the entire range of ground handling Menzies Aviation, says the company has given the right regional, or local, part- altered its strategy to keep pace with nerships. It will also be essential to in- trends in the market. vest significantly in infrastructure to For a long time, he says, Menzies support operations.” focused its attention exclusively on Sinclair expects to see continuing developing business at the six metro- growth of around 6% in passenger vol- politan Indian airports in Mumbai, umes across the whole of Asia for the Stewart Sinclair, WFS executive vice Delhi, Bangalore, Hyderabad, Calcutta near to mid-term. The low-cost carrier president Asia, Middle East and Africa and Chennai. Although Menzies has segment, he says, will show the fast- 7.6%, while domestic passenger traffic made some progress in landing ground est growth by generating new markets was up 20.6%. A recent report from handling contracts at Hyderabad and through competitive pricing and by in- KPMG predicted that India would be- Bangalore it has failed to get business creasing the number of routes to sec- come the world’s third-largest aviation in the biggest markets in Delhi and ondary cities. market by 2020, after the US and Chi- Mumbai, despite coming close to strik- The growth of these regional air- na. That’s a big leap from its current ing deals. ports will bring opportunities for the ninth position. “The six metropolitan airports ac- major ground handlers to land new By that stage India’s airports will count for 80% of volume right now, business. “South-East Asia is very dy- carry about 370 million passengers but the real potential for growth is at namic and the further development of compared to the current figure of 190 the tier two airports in the regions,” ASEAN links will increase trade and million. After 2020, the market will believes Peri. “For too long the vast continue to boom and by 2030, the majority of Indians have seen flying report says, it will have overtaken as an elitist mode of transport – and both the US and China. it’s still true that only 2% of people BFS, part of WFS, serves over According to take flights – but the chance is now 60 airlines in Bangkok opening up for all sections of society, which is the main reason domestic air travel is exploding. It’s a relatively small

18 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com Aviation The ISS Way

From landing to take-off ISS Aviation takes you to new heights

+ Aircraft Exterior Cleaning + Aircraft Interior Cleaning + Aircraft Disinfection / Disinsection Services + Security Services + Integrated Facility & Aviation Services

www.at.issworld.com/aviation GROUND HANDLING | ASIAN MARKET

market now, but the continual growth of AirAsia India, said the new policy list soon. Reid, though, expects Men- is giving us the economies of scale we “gives us clear direction to ramp up our zies to land more business in the ex- need to work with.” operations in India and grow our busi- panding Southeast Asian market. One of the keys to the ongoing ness in the domestic segment before “One of Menzies’ strategic objec- boom at India’s regional airports, he we scale our operations to fly interna- tives is growth in emerging markets confirms,Æ is the government’s far- tionally. We will now focus on aggres- and a number of countries in South- sighted 2016 Civil Aviation Policy, sively investing in India and increasing east Asia fit the bill,” he observes. which was announced in June. The the fleet size from six at present and “One of the challenges is the capacity Government wants the policy to drive achieving the target of 20 aircraft”. of major airports as passenger num- an increase in sales of domestic tickets bers grow and that will inevitably lead from 80 million a year to 300 million to the growth of smaller airports. Chi- by 2022. nese investment has led a lot of the To achieve those numbers, the growth in Asia, but other countries, government also plans to increase the such as Indonesia, are also experienc- number of regional airports servicing ing rapid growth.” commercial flights from the current 77 One of the strategic difficulties to 127 by 2019. To create more demand in emerging markets is that foreign from passengers, it has capped ticket ownership rules frequently restrict ac- prices at Rs2,500 (US$37) for an hour cess. “One of the answers is to set up journey and Rs1,200 ($18) for a half- joint ventures with local investors and hour trip. Local and national govern- partners. For example, our business in ment will have to make up the differ- Macau is a partnership with the China ence for passengers and also pay the National Aviation Corporation, which losses of airlines wanting to fly from is the parent company of Air China. We regional airports. The aim is to make also have a partnership with Eva Air flying the preferred mode of travel be- Kamesh Peri, senior vice president of based out of Taiwan,” says Reid. Plus: tween tier two and tier three Indian Indian operations at Menzies Aviation “We also frequently get international towns, as trains will no longer be the business from our key customer base, cheaper option. MARKET SHARE a number of which are based in the The Indian aviation industry has Menzies’ Peri declares that there are Asian region, including Hong Kong already come a long way since the no magical ways to earn a slice of the Airlines, Singapore Airlines and Ma- early 1990s when it was largely a state- expanding ground handling market. It laysia Airlines.” run enterprise. Once the government is a question of bidding and winning WFS has been present in Asia since opened it up to private participation, licences, or making acquisitions of it began operations at Hong Kong Air- the number of carriers grew. In 2005, smaller ground handlers that have port 18 years ago. WFS still offers com- there were just four main carriers op- regional bases. “At the moment there is prehensive services in Hong Kong, in- erating full-service models – Air India, limited scope, but we are on the lookout,” cluding significant baggage handling, a Indian Airlines, Jet Airways and Air he says. large aircraft refuelling operation, the Sahara – plus a few smaller airlines. Menzies’ policy of growing its busi- provision of precision runway moni- But by 2015, there were seven national ness through acquisitions was in evi- toring (PRM) and ancillary services. air carriers: IndiGo, Jet Airways, Air dence when they chose to pay $202 One of WFS’s largest global operations India, SpiceJet, GoAir, Vistara and million for ASIG, a plane refueller is in Bangkok, where it provides ramp, AirAsia India. In addition, regional operating across four continents. The passenger and cargo handling to over carriers such as Air Costa, Air Pegasus deal should go through at the end of 60 airlines. Meanwhile, in Singapore, and Trujet are increasing the number the year, bringing new ground han- WFS operates JetQuay, a unique CIP of routes from smaller airports. dling opportunities for Menzies – in- Terminal offering a comprehensive Another important part of the new cluding within Asia. “The acquisition suite of VIP services, and Haven, of- Civil Aviation Policy was to abandon of ASIG offers new products and a new fering a pay-per-use landside arrivals the rule requiring domestic airlines to geography, including a ground han- lounge. Though the Singapore services have 20 aircraft and five years of do- dling operation at Bangkok. Straight are not ground handling operations, mestic operations before they are al- off the bat we will have something tan- they could represent a strategic toe- lowed to fly overseas. Under the new gible to work with in Southeast Asia,” hold in the market. policy, any domestic airline wanting comments Australia-based Alistair “Most Asian airports have limited to fly abroad can do so as long as it al- Reid, Menzies SVP for Oceania and competition in ground handling so it locates at least 20 aircraft, or 20% of South East Asia. would be logical for many of them to its total aircraft capacity, to domestic Menzies has established a strong be opened up to greater competition operations. Again, this move helps to position in Oceania, where it provides over time,” points out WFS’s Sinclair. encourage more regional flights. ground handling at 12 airports in Aus- “Every country in Asia offers differ- India’s newer airlines, such as Ai- tralia and five more in New Zealand. ent opportunities and each is unique, rAsia and Vistara, are delighted by the Australia is the strategic hub for a large which necessitates a range of diverse change. They have long argued that it area that includes Southeast Asia. Out- strategies for market entry. In gen- would help them to compete with the side Oceania, however, Menzies has eral, Asia requires a more long-term more established airlines and they see found it harder to break through and approach for ground handling than it as a green light to expand their do- is only offering ground handling ser- some of the markets that have a more mestic fleets. vices at Macau International Airport, mature, competitive and independent In a statement, Amar Arbol, CEO although Bangkok will be added to the ground handling market.”

20 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com

The ground handling world is changing fast. In Europe, the liberalisation of the market that began in 1999 has led to a host of new providers, but the big players remain dominant. Meanwhile, there are near monopolies in markets like China and India, but the global ground handlers are determined to break those markets open

or airlines, choosing ground monopolies still exist, offers more choice handlers in such a com- than ever before. For the airlines, having plex market, where differ- a wide choice doesn’t necessarily make it ent rules apply all over the advisable to chop and change providers world, involves a lot of lo- often, however. Matheson says IATA Fgistical planning and great care. There members around the world have fl agged are more than 1,000 ground handlers up problems with some of the newer worldwide chasing their share of an providers. Sometimes, it’s better to stick US$80 billion market. The rapid ex- with the devil you know rather than pansion of operators is down to a chasing a cheaper deal, he says. number of factors, according to the In- “Ryanair has a healthy relation- ternational Air Transport Association ship with a handful of ground handlers senior consultant Stuart Matheson. and they won’t change provider unless The most obvious reasons are the there’s a major issue even if they could liberalisation of the European mar- Anabela Lopes, TAP airport land cheaper deals. They haven’t put ket and the rapid expansion of both services director out a request for proposal (RfP) in the tier one and tier two airports in Asia, UK since the early 2000s. Similarly, as well as other parts of the develop- tomising services so that number of EasyJet started out with Menzies and ing world. But a less obvious, though 1,000 includes self-handling companies they still have the vast majority of their equally important, factor is the rise and a lot of sectional specialists, such as contracts with them in the UK.” in the number of companies offering in ramp cargo, checking in passengers TAP Portugal, which flies to 33 leased GSE equipment. “That gives or in-fl ight management,” says Mathe- countries worldwide, recognises the the smaller players the opportunity son. “Even when ground handlers enter need to select ground handlers with to get all the hardware they need at a the market, they might not get work for the utmost care, especially in such a fraction of the up-front cost of buying one or two years as the existing han- complex, changing market. TAP air- it,” says Matheson. dlers have long-term contracts.” port services director Anabela Lopes The headline fi gure of 1,000 ground says TAP’s analysis of the options is handling businesses also conceals the MAKING THE RIGHT CHOICE exhaustive whenever it begins a new different character of many of the com- Nevertheless, the global industry as route. Even when there is a monopoly panies. “There’s a trend towards cus- a whole, despite some areas where provider, or one dominant player, TAP

22 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com AIRLINE UPDATE | CHOICES

carries out in-depth analysis to con- always involves a rigorous open ten- firm the handler is capable of comply- der process. “The same handling coming with all the airline’s requirements. pany can give totally different levels of “The selection of ground handlers quality at different stations,” observes carries a high degree of risk,” she ex- Lopes. “Because we don’t automati- plains. “We operate in a variety of in- cally select a provider we know, it’s not ternational locations and we don’t uncommon for us to use smaller pro- always require the same services. We viders to get the right balance between have a complex network of both first- price and high standards.” and second-tier suppliers and the IATA provides a means of bench- failure of a single stakeholder in the marking ground handlers using its supply chain could affect our entire ISAGO accreditation, which can con- operation. Ground handling is a key firm the ability, safety record and vi- differentiating factor with respect to ability of bidders. Above all, the airline safety standards, customer satisfaction has to make sure the handler has a sol- and operational efficiency. That is why id safety management system in place. an open tender process is of the utmost IATA’s Stuart Matheson IATA’s Matheson says airlines need importance.” to consider carefully what equipment TAP’s checklist of the qualities it might provide poor quality of service they would need for daily operations. requires in a ground handler includes and there would be a rise in safety in- This includes the IT interface and how compliance with international indus- cidents on the apron. Failures impact it will integrate with existing facilities. try standards and certifications, the customers directly and damage the A further important consideration, relevant experience and equipment, a airline’s reputation. We have to find a Matheson says, is that the manage- good reference from any Star Alliance delicate balance between ensuring the ment of an RfP for a new ground han- partner airlines that have employed best price against the highest handling dler will take up a lot of valuable staff the ground handler, and high marks standards,” Lopes says. time. Airlines are already in the throes on an operational assessment test. Fi- In some regions, TAP uses an in- of running elaborate businesses. For nally, the cost of the services has to be ternational ground handler that it em- an RfP, they will need to examine care- competitive, although a low price won’t ploys in multiple locations. But even fully data, documentation and opera- necessarily be the deciding factor. when TAP has worked many times tional requirements. This is bound to “A handler selected on price alone before with a provider, the selection be a drain on resources and to carry

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 23 AIRLINE UPDATE | CHOICES

it out effectively, it needs to be well fic in the next few years and Finnair to look for deals with big providers planned in advance. has ordered 19 new A350s to add to across several stations rather than After a licence is awarded, there its fleet of 72 aircraft. Most of the ex- striking agreements with a multitude will be a significant change to opera- tra capacity is designated for long-haul of providers. “It’s partly about pricing, tions, he continues. A new supplier will flights to Asia. but it’s mainly a governance issue. If an needÆ managing within the company’s For the moment, the ground han- airline wants to introduce new concepts network of ground handlers. A ‘bed- dling market in China is a near monop- for ancillary revenues, customer services ding in’ period is inevitable and there’s oly through local players such as China and safety, it’s easier to do those things not always a perfect fit. However, if the Airlines. The situation is similar in Ja- with one key account manager for RfP has been carried out stringently pan, where Japan Airlines is a dominant several stations,” he points out. and the providers understand precisely provider. The Asian market, however, is A second trend that will help the what is expected of them, the changeo- gradually opening up to competition, major suppliers to entrench their domi- ver should be as smooth as possible. according to IATA’s Matheson. nant market positions is the digital “There are always dangers in monitoring of performance. “Monitor- changing providers. That’s why due ing used to be done monthly, or some- diligence is so important,” Matheson times weekly if there were delays. Air- says. “Independent experts are also lines would also look a lot at customer very useful in assessing potential pro- satisfaction surveys to see how well providers. They can identify weak areas viders were doing and it was a slow pro- and ensure successful integration with cess. But now it’s possible to monitor existing suppliers and networks.” customer experience live and get feedback that requires an instant response LOCATION, LOCATION, LOCATION from the handlers,” Tainio says. “This Mikko Tainio, Finnair head of ground gives the bigger players a competitive operations, says there are different advantage as they can work out how to factors at play depending on where the do the digital monitoring for one sta- ground handling takes place. In Finland, tion, then do the same thing at 100 sta- Finnair has little room for manoeuvre in tions. They have economies of scale that choosing providers outside the capital smaller companies don’t have.” of Helsinki. The airline is present at 15 Changes in the management struc- smaller Finnish airports and there is tures of airlines are also affecting ex- only one provider available, the state- pectations, according to Matheson. owned Airpro. “In theory the market has The days are gone when airline man- Mikko Tainio, head of ground been opened up to competition, but the operations at Finnair agers used to sit down regularly with bigger providers won’t invest because ground handlers to plan operations, he the volumes are so low,” he says. notes. There’s now a tendency to de- In the rest of Europe, however, es- We will change suppliers if the volve more of the management func- pecially at the major airports, there is relationship is not functioning tions to ground handlers. “In Thailand, a greater choice than ever before and well and it doesn’t cost that for example, Air Malaysia is doing Finnair will consider different provid- much money to change. But, in away with the historic model of having ers. Mostly, however, it uses Swissport general, long-term relationships a team of airline managers and hand- and Menzies and, on occasions, Aviator are better for everyone ing the roles to ground handlers. In Eu- and dnata. In selecting a new provider, rope, we’ve seen a lot of this. We might Finnair uses its own audit department see one check-in open for bag drops. to weigh up the options. “We never use Many passengers travel with just hand independent assessors if we are con- “In Asia, we’re seeing joint ven- luggage and go straight through secu- sidering changing providers. We will tures emerging between big providers rity so a lot of transactions that took change suppliers if the relationship like Menzies and dnata and smaller place at the check-in desk are being is not functioning well and it doesn’t local providers,” he remarks. “The transferred to the gate and point of de- cost that much money to change. But, larger companies gain local knowl- parture. A passenger might not see a in general, long-term relationships are edge and access to restricted markets handling agent until half an hour be- better for everyone,” he believes. and the local providers gain credibility fore the plane leaves, whereas it used In the US, where Finnair is expand- and widen their horizons by partner- to be two or three hours.” ing its long-haul operations to San ing with established names. At IATA, Lopes says the main challenge for Francisco, it has a tendency to trust we’re working with clients looking to ground handlers is to keep up with the bigger companies. “It depends on establish joint ventures in India. India the rapid pace of change in the age of the station, but we’re not a big carrier has to open itself up to competition; ‘smarter’ services. “Ground handling so we can get more leverage if we build it’s a monopolistic market and ground needs to go along with all these in- relationships with the larger compa- handling rates there are still among dustry developments, such as web and nies at multiple stations,” he says. the world’s highest.” mobile check-in, self bag drop and self- Finnair’s major long-term strate- boarding. The industry can improve ef- gic goal is expanding operations in the CHANGES ﬁ ciencies by using real-time business Asian market. It recently announced There are other signiﬁ cant trends in intelligence. Resource management new routes to Tokyo and Hong Kong, the global ground handling market that technology can improve operational although the main focus is on China. will begin to impact airline choices, says awareness and teach providers how to The intention is to double Asian traf- Tainio. One is an emerging tendency use assets more effectively.”

24 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND OPS | SAFETY

5IFUFOTJPOCFUXFFOEFMJWFSJOHIJHIRVBMJUZ FGlDJFOUHSPVOEIBOEMJOHTFSWJDFTXIJMFCFJOH TRVFF[FEPOQSJDFJTOPUIJOHOFXJOUIFJOEVTUSZ8IJMFKVHHMJOHUIPTFQSFTTVSFT IPXDBO handlers ensure they operate safely?

t the International Air Audits are one way to check that Ground handlers’ costs include the Transport Association’s safety procedures are being followed – basic overheads associated with run- Ground Handling Con- but safety should not be simply a case ning operations; equipment and reference held in Toronto of ticking a few boxes once in a blue lated costs; and, of course, manpower. earlier this year, del- moon. A panel discussion later on at Handlers serve airlines, who work on Aegates heard how the organisation is IGHC considered some of the diffi cul- the basis of on-time arrival and de- working to improve safety levels in the ties in putting safety fi rst while profi t parture – ‘on time’ being the opera- industry through changes to its ISAGO margins are under constant pressure. tive phrase, Ragusa points out. They (IATA Safety Audit for Ground Opera- The perceived confl ict between safety have to load and unload aircraft, avoid tions) programme. In a video presen- standards and performance targets, or ground damage and prevent injuries tation, IATA senior vice president for to put it another way, time and money, and fatalities. There are disruptive fac- safety and flight operations Gilberto is at the crux of the issue, but there is tors such as the weather, so handlers López Meyer said: “Our aim remains added complexity in the form of varying “need to build resilience into their excellence,” with a focus on improv- national cultures and ways of working business model” – for instance, a budg- ing safety while reducing duplication – plus a continuing sense of fear of rep- et for overtime wages. of audits. The new ISAGO is to be in rimand that often still drives reporting Asked whether better wages equate place in 2018 and will represent “not of safety incidents underground. to better safety, she considers: “Poor evolution but revolution”, he added. AGS caught up with former IGHC pay is relative – you have to look at the The three major changes as out- chair and principal of Turnround Con- socio-economic barometer in a given lined by Monika Mejstrikova (head of sultancy Marsha Rivera-Ragusa to dis- country. Places like India used to be very ground operations audits at IATA), cover her views on the subject of safety cheap in terms of labour in comparison are an opening of ISAGO qualifica- in ground handling. In a nutshell: “It’s to the US but those places are becoming tions beyond the membership; the a case of safety at any cost, not at any less competitive. Mexico is also catch- establishment of lead entities to carry price,” she says, because of course what ing up. Is pay a part of the problem or is out administrative roles; and a new a ground handler charges an airline it culture?” she asks in turn. financing scheme that would see the should be left to the negotiators. But: cost of audits borne by ground ser- “At some point you have to make a sac- EXPERIENCE vice providers, as well as IATA airline rifice on behalf of 300 people who have Ragusa continues: “I worked for 11 years membership fees. no idea about that decision.” on the ramp, more than seven years in

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 25 GROUND OPS | SAFETY

customer service and the last 21 years in “Say you have a handler who has procurement, so I have an operational corporate ISAGO certification but it perspective. My ﬁ rst visit is to the ramp only certified in some of the locations break room because if the employees are where it operates, because of the cost committed to trash the break room – if of certification. Should IATA look at there’sÆ grafﬁ ti everywhere, the TV is on, the cost structure, if companies are there are distractions from their work – avoiding ISAGO due to the cost?” then that implies that they don’t respect Then again: “If 100 percent of the company they work for, so how can IATA airline members supported the they respect mine? initiative, would we even be talking “My second visit is to see the GSE about this? No! Is this the right way to to see how they do their maintenance do it? Can somebody approach the new and repairs. If the shop is in good chair of the board of governors (Willie condition, well maintained, neat and Walsh, CEO of International Airlines orderly then you can see that the com- Group) to ask why we can’t get 100 pany respects that asset. I worked for 11 years on the percent support? The new structure “Third, I go and watch the opera- ramp, more than seven years in puts all the cost onto the handlers; no tions. I look at how the employees are customer service and the last one wants to pay for it. Airlines may dressed – are they wearing proper rain- 21 years in procurement, so I say they have sufficient processes in coats, are they in uniform, do they have have an operational perspective place but the common complaint from safety shoes. Basically, is the company Marsha Rivera-Ragusa handlers is that they have, say, 35 air- taking care of its employees. Then I line customers, with 35 different op- can go back and say to the audit team erations manuals, 35 different ways to what they need to look out for.” cone off an aircraft. Can we come to- Ragusa feels there is a huge discon- GETTING RESULTS gether? That’s what IGOM and ISAGO nect between procurement and opera- Aside from supervision, technology has a are there for.” tions at some companies due to a lack part to play and indeed is already used to The problem with these sorts of of experience. Some companies are reduce incidents of aircraft damage, for initiatives is that there are no key per- outsourcing procurement, saying the instance. One idea that Ragusa says has formance indicators, Ragusa goes on. decision is cost-driven; however: “My been enthusiastically received but never She feels they just “meander along” – algorithm for this is that you have a delivered is the use of body cameras and but at some point something has to be US$250 million aircraft and $1.5 mil- cameras on equipment, which could decided and implemented. ASA should lion worth of equipment, being han- lead to a greater level of safety simply work more closely with airlines to find dled by minimum-wage employees. because people are being watched. So solutions to ground damage and un- How does that work?” How can unsafe far, no one has trialled the technology to safe practices, for example. practices be recognised and corrected? see if it would have a positive impact on “This is basic stuff – supervision She believes that the answer lies in em- safety levels. and training are the two things that ploying well-paid, well-managed and The commercial aviation indus- are lacking, which is where the cam- well-supervised staff. try is trying to make improvements, eras mentioned earlier could come in. “Supervision is essential for entry- but the problem according to Ragusa Football teams watch their own games level positions. But there is not enough is that IATA is not a regulator. “Right back the next day not to say, ‘You did existing experience to pass on to the now it’s all on an airport-by-airport this wrong’ or ‘You’re going to be fired’ new generation because of the high basis. We need to get the ground han- but to learn how to work as a team and turnover we see in the industry. In dlers together and on board. ISAGO how to do things better. What technol- some locations, turnover is 100 per- and IGOM (the IATA round Opera- ogy do we have that is cheap and avail- cent. This is the dilemma: take Los tions Manual) are there, they’re real able? Cameras. It would only take a Angeles for instance [where pay was and they will deliver results; however, company to trial them in, say, three lo- raised and benefits introduced in an the execution has been difficult. We cations – not permanently but just for effort to improve safety and staff re- need to ask what part of your strategy a little while, then you move them to tention]. Entry level positions there is driving safety through supervision, a different location. We live in a world are paid nearly $16 per hour. Are they and through technology? of CCTV so why shouldn’t ground han- getting safer operations? And does the “For instance some companies dlers watch their own operations? Not rate of turnover subside? At LAX, the don’t invest in anti-collision options for punitive reasons, but to improve answer is no. Getting the right people for their equipment because it costs ex- safety,” she reiterates. to supervise is key.” tra. But you cannot order a car without “The question is, do you empower, Considering the military counter- seat belts – if safety is standard in eve- recognise and reward your people or part to commercial aviation, Ragusa rything we do except aviation, I think is this just another shift at McDon- notes that personnel are not there for it’s unspeakable to say that we find this alds to them? When you put cameras the money; they have other motiva- acceptable. What will it take for air- on a piece of equipment, you at least tions. Their training is such that they lines to understand the problem? The instigate a behaviour that needs to be are there to do exactly as they are in- answer is it will take a huge issue.” complied with. You can say, ‘You need structed every single time, with proper ISAGO certification would be a to be retrained in this’ for instance. supervision. “The exact same processes start, Ragusa feels, although the pro- We should learn from other indus- are carried out in the exact same way at gramme as it stands has its problems tries such as medicine or the military each location, so you have consistency,” – and the new version of ISAGO is also – where everything is recorded for she observes. not without its stumbling blocks. analysis,” Ragusa concludes.

26 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com

CATERING | CURRENT TRENDS

The airline industry has changed out of all recognition since the turn of the century – and perhaps no aspect of it more so than onboard catering

rom a world in which in-flight food was seen as a given, routinely provided to all classes of passengers on all but the very shortest flights, nowadays how much food the traveller can expect (if any) depends very much on who they are flying with, where to, how much they paid for their ticket and the type of carrier they’re flying on. FIn its early days, flying was very much an upper class mode of transport and the clientele expected to be fed and watered accordingly. Even as air travel became mass transportation from the late 1950s, most airlines would include some sort of catering within the ticket price on most flights, at least in Europe and North America. True, the reputation for quality suffered as the pre-pack- aged, reheated fare became commonplace – ‘airline meal’ was often a term of abuse in culinary circles – but at least serving the meal broke the monotony of Chef Mathieu Viannay is a long haul flight and kept the cabin crew on their toes. working with Servair to bring It’s only fairly recently that this notion has been challenged, with airlines “the best of French gastronomy” starting to fall into line with other forms of transport by providing meals only to Hainan Airlines ﬂ ights for those who ask – and pay – for them. This has been partly driven by the in- tense cost pressures that the industry found itself under post 9/11, and also by the emergence of so-called low-cost carriers who stripped out many of the traditional bells and whistles in return for offering a (sometimes) lower ticket price.

ADAPTING Servair, which operates in 26 countries for 120 airlines of all types and sizes, knows better than most the difﬁ cult times the air travel industry has been through since 2000, not only as result of the post-2001 crisis in the industry. That period also saw the emergence of low-cost carriers, who challenged many of the accepted industry norms, says head of communication for marketing and new markets, Boris Eloy. The legacy airlines had to adapt, he says, sometimes totally changing their strategy, and underwent large-scale cost-cutting programmes. Onboard catering was seriously affected by those changes, and Servair also had to adapt, and

28 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com CATERING | CURRENT TRENDS

offer new and innovative solutions to the market, and is no longer restricted to catering. Its chefs have worked closely its airline customers. low-cost carriers. Eloy adds: “Our R&D with a specialist in the area, which has But since the start of the current teams are working on different offers, inspired brand new recipes or adapta- decade, things have changed, explains and considering different ways to rec- tions of existing ones. Eloy. “We’re on a more positive trend. oncile the economic requirements of the But food trends are not just a mat- The airlines have deeply reconsidered airlines and their needs to bring exciting ter of ingredients. There are many oth- and redesigned their product, and stuff to their customers.” ers, such as customisation – including onboard food is an important part of The traveller, though, is always the the ability to select food through a chef this. More and more, catering is now main driver of everything Servair does. on call offer, for example. fully considered as a part of the brand’s “As a caterer, we have to be aware of Servair’s teams handle all activi- signature, and designed to fit with the food trends all over the world – and of ties connected with on-board services values the airlines want to highlight. course, we like to be a step ahead, in such as meal elaboration, preparation, As an example, we’re currently work- order to anticipate our clients’ needs, layout and the transportation of trays, ing with Hainan Airlines and the chef and to offer new products that can en- which are then put on board the air- Mathieu Viannay, from the iconic res- hance the travel experience and renew craft. Each day it produces more than taurant La Mère Brazier, in Lyon, with the pleasure of the passengers.” 560,000 meal services at 44 airports. an ambitious project to bring the best Food allergies and intolerances are, But it also offers cleaning and pre- of French gastronomy on board their of course, a minefield for any caterer. paring of planes, press management flights to China.” The bag of airline peanuts that carried and onboard sales, lounges, drinks and Another example: Servair was in- the warning ‘May contain peanuts’ has snacks, assistance to people with dis- volved in the upgrading of Air France’s passed into latter-day folklore, but ar- abilities and duty free shops. in-flight product, bringing starred guably you cannot be too careful when As a major caterer, with large units chefs onboard and revamping the busi- serving people at 37,000 feet. based at large airports, Servair does ness and first class menus. And while For instance, in the last few years, not see itself catering to niche mar- all this started on long haul flights, Servair has closely monitored the kets, but nevertheless, bespoke service the policy has since been extended to global trend towards gluten-free food is something that matters, especially the medium haul flights of Air France, to take advantage of what could be for first class service customers which with great success, says Eloy. considered a restraint, and turn it means, most of the time, being able to On short haul ﬂ ights, there have been into a benefit for itself and the client deliver specific meals or menus. many changes, notably that the ‘buy on by creating new recipes, with the best Servair gained vital experience serv- board’ model is spreading throughout products, but totally adapted to airline ing large operations when its customer

www.wisag.de

WISAG Aviation Service Trace missing luggage by smartphone: LF.WISAG.AERO

Discover WISAG‘s unique Web tool that allows passengers to log a search request online!

more information: +49 69 505044242

WISAG is all about appreciation. WISAG is all about commitment. WISAG is all about being colourful.

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 29 CATERING | CURRENT TRENDS

flights up to 850 miles, peanuts and pretzels; on flights of 851 to 1,520 miles, cinnamon cookies or 100 calorie cheese nips; and on flights of 1,521 miles or longer there is a choice of Æ wheat thins, cinnamon cookies, or 100 calorie cheese nips.

QUALITY But for some carriers it is still business as usual. Japan Airlines does not see in- food sales on demand rather than tra- fl ight meals becoming an optional (paid More and more, catering is ditional catering. “Customers do not for) extra but as a service offered to each now fully considered as a part necessarily see it as a given that food passenger free of charge, and it is not of the brand’s signature, and is served on short and medium-short planning to change this in the future. EFTJHOFEUPlUXJUIUIFWBMVFT haul flights,” she said. JAL’s customers have high expectations the airlines want to highlight Swiss believes that the airline in- of in-fl ight meals and catering is always Boris Eloy dustry is moving more to a model expected on any JAL fl ight, even short where catering is seen as an optional, haul and domestic ones. chargeable extra rather than being Quality is everything for Japan Air- Air France opted for a hub strategy at its routinely provided, with the caterer lines, says the carrier’s lead marketing Paris Charles de Gaulle base in the early becoming more of a logistical organisa- executive at its overseas region sales 1990s. Since then, it says, the experi- tion for short and medium-short haul department, Valentina Taddeo. ence Servair has acquired has enabled fl ights than a food producer. “An im- For JAL, “the minimum require- it to gain new customers and partners, portant factor towards this direction is ment for catering service providers is through its ability to deliver a high-qual- the new EU laws and food ingredients the guarantee of quality that we ex- ity service at its main base. This includes descriptions,” the spokeswoman added. pect.” Airlines are still using their own airlines such as Royal Air Maroc in Cas- There is more administration involved recipes to differentiate themselves ablanca, Kenya Airways in Nairobi or if products are produced in-house com- from other products suggested by ca- China Southern in Ghangzou. pared with third parties. In the US tering operators, it adds. As far as medium haul flights and which has, arguably, more of a service Nor is JAL, for the moment, seeking operations are concerned, the shorter culture than Europe, even budget air- to unify its catering arrangements with turnarounds have of course impacted lines have been more cautious about those of its fellow alliance members – Servair, but mainly with the emer- ditching all-inclusive in-fl ight catering although “the possibility to do so is un- gence of ‘back’ catering – the practice – even though weight watchers needn’t der consideration, especially if there is on short and medium haul routes of worry unduly about piling on the calo- room for improvement on the quality.” loading catering for several rotations ries along with the air miles. Swiss, however, believes that air- on the first flight of the day, to save At Southwest Airlines in the US, line alliances will influence catering time on subsequent turnarounds. Cindy Hermosillo, in charge of opera- more in the future. tional communications, cabin services Cost is not the only considera- OPTIONAL EXTRA communication and outreach, says that tion in selecting an airline caterer, of In Europe, the low-cost carriers have although the carrier doesn’t offer a full course, although it is an important embraced the ‘buy on board’ concept meal service, “Southwest Airlines is factor, all other things being equal. and this model has to some extent also proud to provide complementary Hygiene standards, the availability been adopted by the legacy carriers in snacks and beverages to mil- of professional international chefs, economy class. lions of customers. We rotate staff training, professional product In that respect, the airline industry our snack offerings through- sourcing, the ability to flex staff is perhaps moving more in line with out the year to offer our cus- numbers up and down, the stand- other modes of transport, which have tomers variety. On every fl ight ard of equipment and even the abil- never traditionally felt themselves (except when we are notifi ed ity to manage complaints all come obliged to offer meals as a matter of in advance of a peanut allergy), into play, says Swiss. routine. While railway restaurant and we offer customers our Airlines can of buffet cars have existed for almost a traditional peanuts course do the catering century and a half, passengers, even (and pretzels as an al- themselves. The pros, those with first class tickets, have ternative) as a token says Swiss, are fl ex- generally expected to pay extra to use of our appreciation ibility, cost control and them. In recent years some railway and gratitude for fl y- quality; the cons in- operators have started to include food ing on us. And on clude higher personnel and drink as part of the ticket price – certain fl ights (based costs. But catering is a ironically, aping airline practice just on mileage), we offer the complex area. Clearly, at the point in time where the airlines freedom to choose which food has to be ready on themselves were beginning to ditch the snack best suits their time if it is to be any use at concept of universal catering. tastes and appetites from all, and there is always the According to a spokeswoman for our Select-A-Snack.” possibility of upsets caused Swiss International Air Lines, the Examples of current by strikes or seasonal surg- trend on short haul flights is towards snack offerings are, for es in demand.

30 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com Exceeding the Standards with People & Technology

ͻ&^^ŝƐĂƉƌŽĐĞƐƐͲĚƌŝǀĞŶĐŽŵƉĂŶǇΘůĞĂĚĞƌŝŶƚŚĞǀŝĂƚŝŽŶ ŝŶĚƵƐƚƌǇ͕ƉƌŽǀŝĚŝŶŐƐĞƌǀŝĐĞƐƚŽĂŝƌůŝŶĞƐΘĂŝƌƉŽƌƚƐĂĐƌŽƐƐƚŚĞh^ ͻtĞǁĞƌĞĨŽƵŶĚĞĚŽŶƚŚĞƉƌŝŶĐŝƉůĞƐŽĨƐĂĨĞƚǇ͕ĞĨĨŝĐŝĞŶĐǇΘ ĞŵƉůŽǇŝŶŐƐƚƌŽŶŐůŽĐĂůůĞĂĚĞƌƐŚŝƉƚŽƐƵƉƉŽƌƚΘŐƌŽǁŽƵƌŽƉĞƌĂƚŝŽŶƐ www.fsspeople.com ͻ&^^ŝƐĚĞĚŝĐĂƚĞĚƚŽĐƌĞĂƚŝŶŐŵƵƚƵĂůůǇďĞŶĞĨŝĐŝĂůƌĞůĂƚŝŽŶƐŚŝƉƐǁŝƚŚ +1 877-634-0006 ŽƵƌĂŝƌůŝŶĞΘĂŝƌƉŽƌƚƉĂƌƚŶĞƌƐŝŶŽƌĚĞƌƚŽĂĐŚŝĞǀĞŽƉĞƌĂƚŝŽŶĂůƐƵĐĐĞƐƐ [email protected] LUXURY LOUNGES | DESIGN

The modern traveller who uses a luxury lounge as part of his or her journey has higher expectations than ever before – and designers are raising their game to match those evolving demands while adhering to airlines’ branding messages

hen London-based ity interiors into the aviation world. ingly, wealthier passengers will choose consultancy James “Within reason, the closer we make an airline because they like the lounge.” Park Associates (JPA) the lounges to hospitality interiors, JPA did not begin life as a designer designs a modern luxu- the more successful the design is,” says of lounges. But the role was a natural ry airport lounge, it has Duncan. “The basic function of the evolution of its designs for trains, ho- Wto satisfy two principal criteria. For a lounge is to provide an oasis from the tels and airline interiors. Founded in start, JPA has to get the airline’s brand stress of the actual airport itself. For 1982, JPA’s first transport project in- message across without ramming it premium passengers, it can help to volved the design of the Venice Sim- down the passengers’ throats. But create a loyal customer base. Increas- plon Orient Express luxury train. The that’s not enough to create the perfect project was a success and JPA went on lounge. The demands of wealthy and to create other luxury train interiors, business travellers have never been such as for the Royal Scotsman and higher and these passengers now ex- the Eastern and Oriental Express in pect to enjoy the same ease and luxury Singapore. At the same time, JPA was they would get in a five-star hotel. working on luxury hotel interiors, in- “As designers we have to make the cluding several projects for the world- lounges part of the ‘complete travel ex- renowned brand Taj Hotels. Later, the perience’, which means communicat- firm was also hired by Holton, St Re- ing the client’s brand message through gis, Westin and Express Hotels. subtle, often subliminal, physical man- JPA’s reputation grew fast in those ifestations,” says Alex Duncan, JPA de- early years. Its train designs, in par- sign director, interiors. “But another ticular, caught the attention of the important focus is on passenger expec- aviation world because of the synergies tation levels. The briefs from clients between train and plane interiors. In used to be more about the practical 1998, JPA got its first foothold in the functions of lounges, but now they’re aviation world when it was commis- more about the emotional responses of sioned by Singapore Airlines to design the passengers.” the first class cabin and seats for its Fortunately, creating emotional B747 aircraft. A short time later, Sin- responses has been the role of design- As designers we have to gapore Airlines asked JPA to redesign ers of hotel interiors for decades. As a make the lounges part of the its first class reception and lounge at multi-disciplinary agency, JPA is well ‘complete travel experience’ Changi Airport to be the equivalent of positioned to bring the lessons it has Alex Duncan a five-star hotel. learned in creating luxury hospital- Having mastered lounge design, JPA’s team now felt they were able to

32 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com LUXURY LOUNGES | DESIGN

take care of the entire passenger jour- After many modifications, JPA porate identity. Like Air China, Gulf ney from lounge to cabin and seat, then found a way of translating his ideas Air wanted to create the same synergy on to a luxury hotel. But it was not un- into the fabrics and textiles inside the between the passenger’s experience til around 2008 that the company be- planes. The influence of Han has con- of the lounge and the plane. The new came a major player in airport lounge tinued in JPA’s lounge designs. “They 600m2 lounge offers panoramic views design. “It was around that time that incorporate some of Han’s elements, of the runway and numerous luxury el- airlines started to place more value on but the references are subliminal. It’s ements, including fine dining, shower the total passenger experience door not immediately obvious when you rooms and family rooms. to door. We began designing for some walk into the lounge, so you wouldn’t But JPA’s designs need to do more Middle Eastern airlines and it has con- say ‘oh, it feels like being on an air- than imitate the fi ve-star hotel experi- tinued from there,” Duncan says. craft’. We don’t want that. We aim to ence. Each one is a bespoke design and break up the journey and make it more has to possess a powerful sense of place. CULTURAL ECHOES interesting so the echoes have to be “The Gulf Air lounge is a good example JPA’s biggest contract has been with very subtle.” of how we try to promote the national Air China. This has involved designing The success of JPA’s airport lounge airline’s brand image. To create the the interiors for the airline’s fl eet of designs landed it a contract with Oman right sense of place, we always research planes and creating 10 luxury lounges, Air to design that carrier’s fi rst class the country’s culture, architecture and beginning in 2011, in major Chinese and business class lounges at Muscat landscapes and fi nd subtle, abstract cities. The lounge designs carry echoes Airport. Opened in 2011, the lounges ways of imbuing the interiors with of the plane interiors, but there are cover an area of 1,100m2 on the termi- these associations, whilst making sure important differences of approach. nal’s fi rst fl oor. Each one offers a simi- they are contemporary, business-like Air China commissioned Chinese lar experience to a fi ve-star hotel, in- and international,” explains Duncan. artist Han Meilin to create the artwork cluding high-end restaurants and spas For the Gulf Air lounge, JPA sub- for its B747-8I airplane interiors. Han with massage rooms. “It’s not possible tly used a number of elements relating provided the Chinese cultural elements to totally replicate the fi ve-star hotel to Bahraini culture and architecture. and JPA’s role was to incorporate his experience as it would be very unusual “The elegant archway entrance is en- ideas into the cabin schemes. Han’s to build things like swimming pools closed and intimate, then opens up artwork depicted three traditional and golf courses, but the interiors can to a space like a big courtyard that is Chinese cultural elements: beautiful match the hotels, as can the quality of light and airy,” he describes. “It reflects clouds, pottery pieces and a phoenix. the restaurants and spas,” says Duncan. the contrast in traditional Arab dwell- The elements represent heaven, earth More recently, JPA designed Gulf ings between intimate entrances and and flight respectively, conveying the Air’s Premium Lounge at Heathrow the larger, more spacious interiors. message that heaven, the land and Terminal 4. Again, JPA won the con- The cultural echoes are also found in man are in perfect harmony in a peace- tract on the back of its work on an the finishes relating to Bahrain’s herit- ful and happy world. airline’s aeroplane interiors, and cor- age of pearl fishing and the geometric

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 33 LUXURY LOUNGES | DESIGN

forms of the architecture.” STORYTELLING cluded stylistic reflections of the curved Although JPA’s intention is to Turkish design studio Autoban has domes of Istanbul’s mosques, most of match the luxury hotel experience, a similar approach to JPA in that which are at least 100 years old. there tend to be greater spatial and its designs have to be “firmly rooted For the main structure, Autoban practical constraints in the airline in cultural, social and geographic used a traditional arcade system and world.Æ For example, Duncan notes narratives”, according to co-founder designed a series of 5.2m-high spheri- that there were limitations placed on Sefer Çağlar. But Autoban places a cal pods that divided the lounge into the biggest lounge the company has greater emphasis on creating a “powerful separate sections. Each pod has a worked on to date – the Air China one narrative” than subliminally echoing separate purpose, including a library, at Shanghai Pudong International Air- those cultural elements. a restaurant, a piano area, a screening port. “It was a huge building and it room, a kids’ playground, rest rooms worked well, but because the ceilings and a tea garden. The interconnected were low, it influenced how it looked, We always want to offer portals allow a sense of exploration whereas the Gulf Air lounge at Heath- unexpected and thought- and discovery as the passenger moves row is in a lovely site with high ceilings provoking experiences for the through the lounge. The intention is to – but it’s much smaller so that brings lounge’s inhabitants and visitors organise the pods in order of passen- another set of restrictions.” Sefer Çağlar ger priorities. The sub-divisions cre- Finding a way around the spa- ate more intimate spaces as places to tial constraints, as well as satisfying retreat from the immensity of the air- the client’s needs, makes designing Çağlar believes it is essential to port hall. In some areas of the lounge, lounges a highly complex matter. “The develop a close understanding with round openings offer glimpses of the reality is that whenever we complete a the airport authorities, or airlines, to huge spaces of the terminal. design we have mixed feelings. There understand how to develop the right “Our modern luxury lounges, in- are some things we are satisfied with storylines. “We read each project ini- cluding the Turkish Airlines one, reflect and other things we could have done tially as storytellers and each element the modern trend towards creating en- differently. When you’re doing a de- is formed with a unique space-centric vironments that offer privacy and the sign you’re making thousands of deci- approach,” he says. “We always want to feeling of not being in an sions and they all affect one another. offer unexpected and thought-provok- airport,” Çağlar re- Sometimes there’s no real reason to ing experiences for the lounge’s inhab- marks. “We see an choose one thing over another. itants and visitors.” increase in home- It’s like chess. You have to Autoban’s designs for Turkish Air- like functions, think 20 moves ahead,” lines CIP lounge at Istanbul Atatürk better working he says. Airport demonstrate the desire to environments, tell a story about the “contemporary use of new Turkish experience”. But Autoban wanted the design to be rooted in traditional Turkish culture too, so it invoked the ‘Kervansaray’ – traditional roadside inns where travellers could recover from a journey – and also in-

34 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com LUXURY LOUNGES | DESIGN

technologies and overall comfort.” Autoban also recently won an award for its designs for the new terminal at Azerbaijan’s Heydar Aliyev International Airport in the capital of Baku. The work entailed designing the interiors for four lounges, but also the entire interior architecture and fittings of the terminal building. The inspiration behind all the designs was Ajerbaijani hospitality and the terminal’s passenger spaces included custom-made wooden ‘cocoons’ to house an array of cafes, kiosks and other amenities. Meanwhile, the four ‘Salam Lounges’ for business class were fur- nished with luxury fittings and carry echoes of Ajerbaijani culture and architecture. rangements of seating, including quiet Gulf Airlines lounge had exactly that. areas, private areas, relaxation areas,” But more and more passengers gravi- PERSONALISATION he said. “As a society we are becoming tate towards an open, communal cyber The Autoban approach to creating clear more individualistic and using a lot of cafe with high-level seating and food sub-divisions of space is part of a modern technological devices. We need to fa- and beverages nearby. We did some re- trend towards creating more manageable cilitate that by giving people a choice cent conceptual designs for lounges for and intimate areas. JPA’s Alex Duncan of environments. It also influences American Airlines and they have these describes it as a move towards greater the seating we create and the levels of types of cyber cafes, as well as other “personalisation of space”. acoustic insulation and lighting. pod-like areas with private seating. “It’s one of the biggest trends in “A few years ago, when asked to Meanwhile, in general lounge areas, airport lounge design. It means set- incorporate a business area, we might people want a relaxed, communal ex- ting up the lounges with lots of differ- have created a defined space to sit and perience with places to charge phones ent facilities so there is a variety of ar- work in an office environment. JPA’s and notebooks,” he concludes.

We Do It. We Just Do It Differently.

Bigger Doesn’t Always Mean Better... At ATS, our size can be measured by our ability to respond to the unique needs of our customers. With our focus on people, safety and operations, our business model provides a level of customer intimacy that you can’t ﬁnd with the big guys. Learn more about our special blend of services at www.ATSSTL.com

AIRPORT TERMINAL SERVICES WINGTIPS YOUR TRAVEL LOUNGE

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 35 IT | SOCIAL MEDIA

Used correctly, social media can be a very powerful tool for the airline industry – but it can also be a tool of chastisement

n this social media age we’re con- The aviation industry is perhaps always be aired on social media. With stantly bombarded with alerts slowly getting to grips with the chal- the best will in the world, no organisa- and messages from companies lenges and opportunities presented tion is immune to it. The key to mini- about the latest offer, product or by social media, but its record is still mising the negative effects of criticism service – and the airline indus- patchy. There are examples of both and protecting the brand is to react Itry is no exception. So, being masters good and bad practice. Also, social me- quickly and effectively to negative of the Internet and social media, they dia, by its nature, cannot be controlled. comments. This way, the organisation should be brilliant at keeping custom- It has removed the luxury of time in is demonstrating that the customer is ers informed at times of disruption, which to formulate a response; passen- being listened to and understood.” shouldn’t they? gers will know as quickly as the airline He adds that it’s important not only Not if the recent experience of a col- (if not more quickly) when something to say sorry, but to give social media re- league flying to Spain on a well-known has gone wrong. sponders the tools for service recovery low-cost airline during a recent French As Paul Buckley, head of social at that can restore customer confidence air traffic control strike is anything to Irish airline Aer Lingus points out, in the brand. go by. Nigel (not his real name) is not ordinary people who are close to a a Facebook enthusiast but he does use situation as it develops will often be PRIORITIES email, and he can and does read emails the first ones to publish information The aviation industry has given some on his mobile phone. On the morning – and words, pictures and videos can thought on how to use Twitter and of his flight, there was nothing from be shared extensively. This can put air- other social media when major disasters the airline, other than the usual torrent lines on the back foot. They themselves strike – crashes or dramatic in-ﬂ ight of marketing emails; only when he got need to ensure that the information emergencies, for example. Airlines do to Gatwick airport, after an expensive they publish on their own channels run table-top exercises to work out taxi ride from his home 60 miles away, is 100% accurate, and this can some- how social media should be used in the did he find out that his flight had been times take a few minutes to verify. event of a crash or terrorist attack; the cancelled. Buckley is philosophical about so- International Air Transport Association “You would have thought that, in called Twitter storms. “Criticism will (IATA) has also produced guidelines, this day and age, it would have been which are regularly updated. possible to send an email out warning John Bailey, managing director that there were problems. Even one to of the Singapore arm of public rela- say that there might have been prob- tions firm Ketchum, says that lessons lems would have been helpful – but have been learned. For example, when there was nothing at all.” an A380 suffered an engine fire while Melissa Gannaway, an outreach airborne, passengers on the stricken executive at media company Glass plane were able to send out tweets Digital, was on a recent Ryanair flight – but ground control was unable to coming back from Oslo, Norway that talk to the pilots because the fire had was evacuated due to a bomb scare. knocked out the aircraft’s communica- (Two people were overheard arguing in tion system. The plane landed safely the toilets and someone thought they and nobody died – but not before re- heard the word ‘bomb’ mentioned.) spected news agency Reuters had run However, she said that it was a story about an ‘A380 crash’. through Twitter, not the official airline On the same day, the same airline’s channels, that the passengers found marketing department was sending out what was happening and that a out emails and messages enthusing bomb disposal team was en route. The about the interior of the new A380. lack of proper information “of course This, says Bailey, is symptomatic of the made us all think that there was an ac- fact that airlines up to this point had tual bomb on board so it actually made Criticism will always be regarded social media as mainly a mar- the situation worse because this tweet aired on social media. With keting tool. The operational depart- (from a local journalist) was the only the best will in the world, no ment, if it used social media at all, was thing we heard at the time”, she says. organisation is immune to it clearly operating in a different ‘silo’. All Ryanair staff would say was that Paul Buckley Even less considered by the airlines there were ‘operational difficulties’. is how to handle the more mundane

36 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com IT | SOCIAL MEDIA

problems that can affect travellers – a media channels to light up with com- ruption occurred was to phone them baggage carousel breaking down, an air plaints. But what Singapore Airlines individually – an impossible task, with traffic controller’s strike or roadworks does have is a 24/7 social media team no guarantees of being able to reach on the main approach to the airport. “and one of their key performance in- those affected. But social media allows But the wider role of social media in dicators is to respond to any tweet them to send an instant message to any coping with the more mundane upsets within a set time. They were able to affected passengers. of air travel has not received anything explain what was happening, what the Paul Buckley at Aer Lingus con- like as much scrutiny. Bailey says: “I’d cabin crew were doing to help, and it ﬁrms: “Social is a key communication say that social media use in the indus- ended up with people tweeting what a channel for Aer Lingus. During peri- try is patchy. There has though been a great job the crew were doing to help.” ods of operational disruption, Twitter lot of progress, and where the industry is particularly well suited to quickly doesn’t do it very well, it is probably update a wide audience. Many of our down to the fact of the way the indus- Besides monitoring hashtags guests see our Twitter channel, more try is structured; the commercial and and listening to social media than any other, as the pulse of the or- operational sides of the industry are conversations, it is vital for ganisation and a reference point for the still in different silos.” brands to take action and latest information. As such, it’s impor- But some airlines’ social media engage. If consumers are asking tant for us to update Twitter as soon presence is now very professional, he questions via social media, as any widespread disruption has been adds. His list of carriers that get it consumers expect a response conﬁrmed to affect the operation.” right includes, among others, Singa- There has been much disruption Marina Kalika pore Airlines, British Airways, Qatar from striking air traffic controllers in Airways and Emirates. Europe this summer, situations that For example, when Singapore Air- are notoriously difficult to plan for, ways was forced to make an unsched- The problem, though, is that many but Buckley points out: “Twitter has an uled landing of an A380 at Baku – an airlines don’t have that full-time social important role to play in a fast-chang- airport where the carrier has no pres- media presence, says Bailey. ing situation such as an ATC strike. ence of its own, no food available and Used correctly, social media can be Our updates on Twitter are designed was unable to let the 400-plus passen- a very powerful tool when things go to draw attention to the fact that our gers outside the overcrowded terminal wrong. In the past, the only way an air- schedule has been affected, and to link because they did not have Azerbaijan line could get in touch with hundreds guests that need to learn more to the visas – it didn’t take long for the social or thousands of passengers when dis- relevant page on our website.”

THE JOURNEY IN THE AIR s PASSENGER AND BAGGAGE SERVICES s VIP SERVICES s SPECIAL CARE SERVICES s LOUNGE SERVICES s RAMP AND LOAD CONTROL SERVICES s LINE SERVICES s CABIN CLEANING SERVICES s CARGO & MAIL SERVICES

s GROUND SUPPORT EQUIPMENT MAINTENANCE SERVICES

Middle East Airlines ground handling (MEAG) is your premiere ground handling specialist in Lebanon. Serving airlines at Raﬁ c Hariri International Airport Beirut since 1997, MEAG coordinates all your ground handling requirements to ensure your aircraft and crew’s operational needs are not only met but exceeded.

STARTS ON THE GROUND

ON GROUND WE TAKE OVER

Beirut Raﬁ c Hariri International Airport T: +961 1 622555 M:+961 3 288806 F: +961 1 623701 SITA: BEYNHME Email: [email protected] www.meag.com.lb

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 37 IT | SOCIAL MEDIA

LAYERS want to type and receive an answer. One further problem in the air industry Marina Kalika explains: “Consum- is that it is a web of multi-layered ers today want information immedi- subcontractors. While passengers ately. Offering proactive information unable to get their bags after a ﬂ ight on flight delays, for example instead of when a baggage system breaks down waiting till a flood of negative tweets will most likely blame their airline to come in, is a good start. Answers for not informing them, the problem to questions and comments from fol- almost certainly lies with the airport lowers should be timely. Studies show or the airline’s appointed handler – that the majority of social media users and possibly with yet another sub- expect a brand to answer within one subcontractor. Outside their home hour or less, depending on the issue bases, airlines increasingly do little more they have. If the social media agent is than ﬂ y the planes. not able to answer more complex ques- Bailey says: “One theme we did ex- tions they should have the opportunity plore at the recent IATA ground han- to seamlessly forward the conversation dling conference in Toronto was the to a customer service representative, importance of ground handlers telling I’d say that social media use in and this is where software tools today the airline as quickly as possible when the industry is patchy. There has come into play to help the industry in something goes wrong. The quicker though been a lot of progress delivering a more comprehensive digi- people know, the quicker they can re- tal customer service strategy.” John Bailey act. A lot depends on your relationship She adds that TouchCommerce’s with ground handlers.” It’s important new TouchSocial service delivers a per- to think about who is responsible for system crashed though sheer volume sonalised online engagement experi- communicating and how information of use. (In some cases, the security ser- ence for brands and consumers on so- should be channelled to the customer. vices may deliberately shut it down.) cial networks, by inviting consumers to Future IATA guidelines, as well as in- Internet servers may also be unable to participate via the company’s website. cluding ground handlers, will also in- cope with a surge in traffic. “It’s impor- “So, for example, if a passenger has lost clude simple ‘who does what’ rules. tant to check if the system can take the their baggage and has taken to Twitter Aer Lingus’s Paul Buckley adds, strain, and whether it can be upgraded to express their frustrations, the air- though: “Airlines need to take full re- if need be,” Bailey points out. line is able to contact the passenger to sponsibility for updating their custom- reassure them via social media, and of- ers. This is not to say that other par- REACHING OUT fer them the chance to seamlessly tran- ties, such as airports, don’t have a voice Marina Kalika, senior director of product sition the conversation to their online on social media in a given situation. marketing at TouchCommerce, says that live chat function on their website. By However, in the interest of clarity, it’s airlines, along with other big brands, do doing so, it takes the customer from an important that a single official source a lot of monitoring of social media these open forum, to a private conversation”. of information can be easily identified days – but they need to reach out more Agents are expensive so it makes by customers. Where there are agency to the consumer. sense to let a virtual assistant answer partners acting on behalf of the airline She says: “Besides monitoring simple questions and collect important – for example, ground handlers – it’s hashtags and listening to social media data upfront before transferring the essential for those agencies to com- conversations, it is vital for brands to conversation to a real person, includ- municate internally with the airline, so take action and engage. If consumers ing all the contextual data. Facebook’s that the airline channels can be quickly are asking questions via social media, chat bots are a good example of how and accurately updated. Airlines can consumers expect a response.” brands can leverage virtual assistants certainly share or re-tweet operational It is also important to have a ho- to deliver simple information without messages from partners if it’s in the in- listic view of the consumer; for ex- the need of a chat agent to be involved. terest of the airline’s guests, but access ample, CRM (customer relationship For example, the virtual assistant can to publish on an airline’s social chan- management) software should not submit flight information immedi- nels should be closely guarded.” only contain information about name, ately, especially in time-sensitive sce- Of course, it is important to guard phone number and purchase history narios such as switching a plane. They against giving a wrong response that of a customer, but now also the user can recommend a flight based on a set then has to be embarrassingly re- names from various social platforms. of information the user is able to en- tracted and corrected until the true That allows the brand to reach out to ter during a natural conversation and nature of the situation is understood; consumers directly (for example via when it comes to actually booking the it could even be a hoax. “There are cer- private message on Twitter or FB Mes- journey, they can transfer all the infor- tain responses you can give that you senger) to inform the customer about mation seamlessly to a live chat agent. are aware of the situation and will let status updates on their flight or lost But even though virtual assistants people know as soon as you have more luggage. Including the new communi- are able to handle a lot more than they information.” cation channels into the brand’s chan- could a couple of years ago, they still Some consideration also needs to nel helps to stay connected with all need support from the human coun- be given to the systems’ and hardware’s generations of their customers – par- terpart. “That’s why a seamless trans- ability to cope with a sudden surge in ticularly the ‘millennials’ – who expect fer to a chat agent, including access to social media interest. One thing that most communications to be sent via the conversation trail, is important, as happened after the recent Brussels Air- their smartphones using some form of it keeps satisfaction up and frustration port attacks is that the mobile phone text. They don’t want to call, they just low,” says Kalika.

38 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com #caasint #achconf www.caasint.com www.achconference.com

WHAT IS THE STATE AIR CARGOOF TODAY?

To find out, join us in Budapest for the 9th Air Cargo Handling Conference 2017

19TH - 21ST SEPTEMBER 2017

FOR ALL AVAILABLE SPONSORSHIP AND EXHIBITION OPPORTUNITIES please contact Martin Kingwell: [email protected] FOR SPEAKING OPPORTUNITIES please contact Parveen Raja: [email protected] Tel: +44 (0) 208 253 4000 Be Inspired | Network | Share your Knowledge | GET INVOLVED! IT | WISAG

Mishandled baggage is a nightmare for passengers and a headache for airlines and their handlers – but innovative strides continue to be made in this area

he SITA Baggage Report In addition, WISAG has developed 2015 claims that the air a solution – ‘Identifier’ – to speed up transport industry has “cut search requests carried out by its staff. the number of mishandled “Storm Niklas in spring, during which bags by 50% globally since baggage loading and unloading had T2007” to reach an all-time low in to be temporarily suspended, made 2015 – and that in the face of ever-in- us look at how we could optimise the creasing passenger numbers. So, with necessary search registration process- more travellers and their luggage be- es and make them simpler, more flex- ing moved from A to B every day than ible and less time-consuming for the ever before, the efficiency and accu- passenger. That was an exceptional racy of the baggage handling opera- situation of force majeure. But some- tions that support those movements thing like that can happen again at does appear to be improving. SITA any time and we want to be prepared attributes the positive steps largely to for this.” “strong technology investment and in- Our L&F Website saves a lot Storm Niklas affected 50 flights novation in baggage systems automa- of time and allows parallel with around 140 baggage items each, tion and processes”. requests to be generated via causing a sudden surge in luggage vol- The International Air Transport smart phone and so on umes with the manual processing of Association (IATA) has defined a Wolfram Greb search requests being time-consuming whole set of mandatory resolutions for all concerned. and recommended practices pertain- “The storm was the sort of ‘big ing to the handling of baggage, pub- number and bag tag number together bang’ of the whole idea of our WISAG lished as part of its Passenger Services with specific attributes of the luggage L&F Website and Identifier. A lot of Resolutions Manual. However, it can- item and their contact information), manpower was required in that in- not be denied that bags and cases are that information is forwarded online stance so we have worked to find a way still on occasion mislaid, delayed or directly to World Tracer, the IATA around that problem so that we can otherwise mishandled, and passen- programme for the centralised logging handle it if it happens again,” outlines gers (an airline’s customers, after all) of luggage lost around the world. The Wolfram Greb, project manager Lost- expect their service provider to solve passenger is then immediately pro- and-Found at WISAG. those problems should they arise. vided via email and text message with The company’s Identifier solution a reference number that they can use went live in July 2016 and allows staff L&F WEBSITE AND IDENTIFIER to track their luggage item until they to find and return suitcases reported One solution comes from WISAG get it back. Passengers with no Inter- as missing much more quickly than Aviation Service, whose Lost & Found net access can still avoid queuing at before. As in the case of the website, Website was launched in January 2016. the counter too, as there are dedicated the relevant bag tag data is transmitted Once a passenger has entered certain Internet terminals throughout the air- automatically from the Identifier scan information on the site (the date, flight port, the company explains. system to the World Tracer system. If a

40 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com IT | WISAG

corresponding enquiry exists, the sys- already ‘not amused’ when their case tem notifies the user of the match and is missing so their first intention is to the piece of luggage is automatically talk to someone and get their frustra- assigned to the respective delivery ser- tion out. When presented with an iPad, vice. An additional advantage is that some might miss having someone to employees do not need specific World talk to – but others are happy because Tracer training – so at times when de- they don’t have to wait in line, so it demand for the service is high, any mem- pends on the situation. ber of staff is able to help find miss- “Personally, if there is no queue for ing luggage. The system is also linked a service, I prefer to speak to a per- to the flight database exists, enabling son, but if there is a queue and I’m in rush luggage to be booked onto a suit- a rush then I’ll use technology. It just able flight back to its owner automati- depends.” cally rather than manually. In the long run, Greb agrees that “Right now, every GHA depends on every sector everywhere is going in the lost and found counters and employ- direction of increased automation and ees,” he continues. “The availability of When presented with an iPad, self-service. That said, he is confident these resources determines the number some might miss having that it won’t be any time soon that all of request that can be made at any one someone to talk to – but others services are done by machine. For ex- time. Our L&F Website saves a lot of are happy because they don’t ample, there may be language issues, time and allows parallel requests to be have to wait in line, so it depends or a customer may not have email or generated via smart phone and so on.” on the situation may not be comfortable using technol- Wolfram Greb ogy, so “you will still need support”. HUMAN FACTOR Initially launched at Berlin-Tegel Asked whether customers are respond- airport, WISAG’s search registration ing positively to the new solutions, in sengers were not keen to use it but now technology has also been rolled out at an age where personal service is in- most people use it.” Hamburg and Berlin-Schönefeld. creasingly giving way to automated sys- He admits that in the case of a Greb concludes: “There has been a tems, Greb is optimistic. “It’s always the lost item of baggage, the human fac- lot of interest [from third parties] but same with something new; for instance, tor can be important under some cir- we have no price point as yet – that’s when self-check-in was introduced pas- cumstances. “A lot of passengers are something for the future.”

BUDAPEST MUST ATTEND EVENTS FOR 2017

19TH - 21ST SEPTEMBER 2017

18TH - 19TH SEPTEMBER 2017

Cargo Airports & Airline Services contains a mixture of news analysis, interviews, opinion pieces, and in-depth feature articles, covering the international air cargo market. DON’T MISS OUT... subscribe now! www.caasint.com

www.ags-airlinegroundservices.com Winter/Spring 2016 Airline Ground Services 41 HANDLING | DAMAGED BAGGAGE

Damaged baggage costs the airline industry millions of dollars every year as bags and cases have to be replaced, fast – not to mention the potential damage to a carrier’s reputation. One DPOTVMUBODZJO+BQBOJTXPSLJOHUPlOEBTPMVUJPOUPUIFQSPCMFN

he 2016 Baggage Report and not repair damaged suitcases,” As- by major insurance companies selling published by SITA notes ano and Yamashita point out. “Most of travel insurance at Narita Airport that that instances of mishan- them … do not provide repair/replace- they also had no alternative except to dled baggage globally de- ment parts to the market and offer a buy a new suitcase for their clients, even creased in 2015 as com- very poor repair service, usually tak- though only a cheap caster wheel or han- Tpared with the previous year. Of the to- ing several months to get the luggage dle needed to be replaced. This means tal mishandled items, 15% came under back to its owner. Many of them tell that they have to cover these costs by the category of “damaged or pilfered their customers they have to pay one- raising their insurance premiums.” bags”. (Of the remainder, 79% were way transportation costs for the lug- The quality of service that manu- delayed while 6% were lost or stolen.) gage (for example, sending it to Hong facturers and their authorised repair According to Kent Asano and Set- Kong) just to replace a caster wheel. facilities offer can sometimes be so suji Yamashita of Yanagiya Aviation This is total nonsense.” disappointing as to require the item Consulting in Japan: “Despite the Airlines are being forced to pur- to be re-repaired. One US airline at great efforts of airlines not to damage chase new luggage for irate customers, Narita does not accept liability for any the checked luggage of their custom- incurring huge costs. One major Japa- suitcase of a particular make because ers, they continue to damage luggage nese airline says that at Narita Airport the manufacturer in question does not far too often. This causes them to incur alone, its annual costs arising from make parts available and its own re- high costs in rectification of the situa- damage to (and subsequent replace- pair service is “very poor”. Therefore, tion – and, perhaps even worse, it up- ment of) customers’ luggage is over the airline’s customers have to sign a sets many of their good customers.” US$3 million – not to mention the cost waiver that they cannot claim against Airlines are under a great deal of to the airline in terms of loss of trust the airline for damage to their luggage. pressure from customers, particu- and reputation. In addition: “Many manufactur- larly premium frequent flyers, to re- “Further, we also were informed ers tell airlines that cracked or dented pair damaged items perfectly – using (hard shell) luggage is not repair- genuine parts and top quality repair able and therefore they have to buy a services – as well as getting the job new one. But our two major Japanese done quickly. However, many luggage airlines had doubts about the truth manufacturers do not make this easy. of this; therefore they sent the dam- “The vast majority of luggage managed luggage to the repair facility we ufacturers want to sell new suitcases know of and the luggage was repaired

Kent Asano

Despite the great efforts of airlines not to damage the checked luggage of their customers, they continue to damage luggage far too often

42 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com HANDLING | DAMAGED BAGGAGE

Setsuji Yamashita

Many manufacturers tell airlines that cracked or dented (hard shell) luggage is not quickly and at a fraction of the cost repairable and therefore they FURTHER STEPS that the airline would have had to pay have to buy a new one “We are now in the process of contacting for a new one.” various Asian airlines to introduce them In one case, the cost of a new hard to the opportunity they have to save shell case was 80,000 yen ($764) while airlines were then able to take the lug- money,” the two spokesmen continue. the repair facility in question charged gage they had damaged to the service “The results thus far are mixed. Some just 8,000 yen ($76) to fix it – and counter for repair (which was done of them are interested only in the case completed the job within two weeks. within 15 minutes except in the case that the customer is a frequent ﬂ yer As a result of this experience, both of serious damage such as cracks or (gold member etc) and has expensive these airlines have now switched their dents), and the customer got his lug- luggage; others had no idea that repair policy from replacement to repair, As- gage back immediately. is possible – they were automatically ano and Yamashita note. “At Narita airport alone, for this purchasing new luggage for their one luggage manufacturer there were customers – as there are no companies LOOKING FOR SOLUTIONS an average of 120 repair events per that can do high-quality repair in Yanagiya Aviation Consulting is part month, so you can get an idea of the their country. In the past months, of an initiative seeking to rectify the dimension of the problem,” Asano and three Asian carriers have started problem, helping airlines to reduce Yamashita state. Unfortunately the sending the expensive luggage they their costs while improving customer service was later terminated due to damaged to Japan for repair instead satisfaction. The project has started in a difference in opinion between the of automatically replacing it. We hope Japan but aims to help the wider airline manufacturer and the NAA. During its this will become more widespread as industry. eight months of operation, however, airlines discover they do have an option Three years ago, Asano and airlines received a great deal of praise and do not have to be a captive of the Yamashita set about looking for a from their customers for handling the luggage manufacturers.” luggage repair company that could repair so quickly and efficiently, so the Yanagiya Aviation Consulting is partner with airlines. “We found one termination of the service “was a ter- currently in discussion with a com- (located near Narita airport) and en- rible blow to them. They asked us to pany in the US that specialises in sup- ticed two of the top quality luggage again find a way to restore and hope- plying repair/replacement parts to manufacturers to visit and approve fully expand such kind of service, but US luggage repair companies, whose them – they both expressed their total truthfully we are still struggling to ac- major customers are US airlines. Due amazement at the high level of repair complish this.” to the “tremendous” difficulties in ob- quality.” It was obvious then that this Noting that the 2020 Olympics taining genuine parts, this company service could be extremely valuable to will be held in Tokyo, bringing a huge has had to look for suppliers that can airlines – but only if the luggage repair number of visitors to Japan, Asano produce parts which can be used to company could obtain the right parts and Yamashita feel it is “essential that repair suitcases. to carry out the necessary repairs. a system for quick repair of damaged Whether a passenger with expen- The Narita Airport Authority luggage be set up. Airlines have already sive luggage of a particular brand will (NAA) and resident airlines formed expressed their deep concerns to us. accept non-genuine parts is another a joint venture with a German lug- “We really want to bring this situ- matter, however. gage manufacturer and the Japanese ation to the attention of IATA [the In conclusion: “We did find one luggage repair company already men- International Air Transport Associa- luggage manufacturer (Briggs & Riley tioned. A service counter operated by tion] and hope that they might put – USA) that we can praise. They offer the Airport Authority in partnership pressure on the luggage manufactur- a lifetime guarantee and supply sim- with the luggage repair company was ers to provide their parts to the repair ple replacement parts free of charge set up inside one of the airport’s termi- market so that airlines can rid them- to their customers, but for serious nals, while the German manufacturer selves of the heavy costs of purchasing damage they do not have a repair fa- provided replacement parts. Resident replacement luggage”. cility in Asia.”

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 43 TECHNOLOGY | ROUND-UP

Mobile apps, IoT, cyber security, self-service platforms and analytics are all set for widespread deployment, writes Martin Courtney

TRENDS FOR 2016 irport IT supplier SITA – which will allow users to take any re- within the airport environment. estimates that global air- quired action to minimise delay. Gatwick Airport has been trialling a port expenditure on new “The ground handlers know how mobile wayfi nding and navigation app information and commu- many bags are expected for each fl ight using Beacon-based proximity technol- nication technologies will and how many passengers, and therefore ogy, which should launch as a full service Atotal over US$9bn in 2016, with much how many staff they will need to han- next year once a suitable supplier has of that investment going into passenger dle them,” explains Chackho. “They also been selected. According to SITA, 74% of processing, security and operations sys- know the online performance of the air- airports plan to trial context-aware and tems. Hardware and software devoted to port broken down by airline and ground location-based technology in the next fi ve improving the passenger experience by handling company.” years, with prime locations being security eliminating queues and minimising dis- Mobile apps are not only being uti- checkpoints, bag drop areas, retail fl oor ruption and delays are top priorities, with lised to help airport staff, but also to pro- space, boarding gates and bag reclaim. 90% of all airports worldwide planning vide passengers with better, more timely “There is quite an interest in seeing either major or trial deployments of new information on their journeys and the where sensors can be deployed in the air- mobile apps in particular. airport environment itself. Concession- port to both improve the passenger experi- Abhi Chackho is head of commercial aire Airmall USA has partnered with ence and help airlines deliver information,” IT at Gatwick Airport, which last year travel app Flio to provide passengers at explains Nigel Pickford, director of market came up with an idea for a mobile shared Boston Logan International Airport in insight and operations at SITA. “That is knowledge application after the sugges- Massachusetts with easy access to airport only possible if the location of the passen- tion topped a poll in its internal IT cus- Wi-Fi and fl ight information, for exam- ger and the distance to the gate is known tomer forum, held every two months as a ple, with the initiative partly funded by but to do that effectively, that is a big job. sounding board for potential use cases of advertising and promotional offers for The cost and location of deployment and new technology. retail, dining and other airport amenities. how to provide access are all considera- The Community App, available for Elsewhere TAV Information Tech- tions that need to be looked at [to properly Apple IoS and Android devices, has nologies has added social media support understand the business case].” been in production use at the airport to its TAV Mobile app, which now offers Dublin Airport is currently using for almost a year now and has almost fl ight information via Facebook and Twit- Bluetooth and Wi-Fi technology to man- 5,000 registered users, many of them ter, again alongside promotions being of- age queues and display wait times as pas- ground handlers. fered by airport retailers. senger numbers grow, having enlisted the “The majority of key users are the help of Lockheed Martin to design and airline and ground handling guys be- SMARTPHONE WAYFINDING AND IOT implement the BlipTrack platform devel- cause they get much more detail about Consistent growth in passenger num- oped by BLIP Systems. The software col- operational status of the fl ight status, bers, over 5% per annum, and little sign lects data from customers’ smartphones aircraft turnaround status and other of any drop-off in that trend, means and other Bluetooth/Wi-Fi enabled mo- ACD milestones to help them with plan- airports are under pressure to expand bile devices to count passenger numbers ning,” says Chackho. and manage their capacity. The Inter- and track their progress, simultaneously The information streams can be eas- net of Things (IoT) is one technology enabling more effi cient allocation of staff ily fi ltered to create a channel for last- expected to help with that, by helping to prevent queues building up and feed- minute gate changes and deliver red or to track and monitor passengers, staff, ing back information on likely wait times amber alerts for such events, for example baggage, equipment and other devices to passengers.

44 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com TECHNOLOGY | ROUND-UP

BAGGAGE HANDLING to build an overall picture of system sta- So the user can see onward travel for air- Bag tracking is hot on the agenda in the tus and historical operational trends. port status related to Edinburgh.” aviation industry, particularly in light of “The big opportunity that comes with IATA Resolution 753 which mandates predictive analytics is how we aggregate CYBER SECURITY THREAT that members of the International and analyse multiple sources of data to There are signs that the aviation industry Air Transport Association must get better insight into whether any dis- is starting to pay closer attention to cyber maintain accurate inventory of baggage ruption is about to occur,” Pickford con- security as the volume and diversity of (monitoring its acquisition and delivery) siders. “Irregular operations (IROPS) malware and attacks continues to grow. by June 2018. happen every day, some are minor, some The European Aviation Safety Agency According to Pickford, this means that are dramatic – adverse weather or techni- (EASA) warned in July that airlines and airlines must provide data regarding each cal failures for example – but we are now airports must always be prepared for hand-off of baggage from one stakeholder at a point where computing power is at a the worst after it calculated that aviation to another, from the belt to the sorting scale that could potentially allow various systems were subject to an average of area or the sorting area to the trolley for algorithms to map recurring disruptions 1,000 cyber attacks each month. And example – the sort of detail which is dif- over time and work out how to mitigate ground-based networks that upload or fi cult to deliver without having some form the impact or ensuing chaos.” download fl ight-related information to of electronic bag tracking and monitor- Boeing and its AerData and Jeppesen aircraft are widely considered less secure ing system. Various technologies are be- subsidiaries are in the process of migrat- than those deployed onboard. ing mooted for electronic bag tracking, ing their commercial aviation analytics EASA is to open a new cyber security including RFID tags – which in the past tools to Microsoft’s Azure cloud platform centre staffed by the Aviation Computer have been considered too expensive. as the company looks to help over 300 Emergency Response Team (AV-CERT) Both Delta Airlines and Asia Air- airlines, aircraft leasing companies and that will study and monitor past and freight are currently looking to equip maintenance suppliers reduce costs and present malware patterns to help iden- baggage with RFID tags, for instance. improve operational effi ciency using pre- tify security fl aws and vulnerabilities. Delta is reported to be investing $50m to dictive maintenance and fl ight optimisa- The idea is to develop suitable response equip 1,500 belt loaders at 84 of its busi- tion data. strategies able to mitigate the impact of est airports with RFID readers, backed Gatwick Airport’s Community App any cyber incident, such as targeted at- up by a wider network of 4,600 scanners, was also designed as a Cloud-hosted SaaS tacks, accidental data leaks, the distrib- 3,800 printers and 600 pier and claim uted denial of service (DDoS) attacks readers to help it pinpoint any missing that affected the system that Polish air- item’s last known location. The move is line LOT used for issuing fl ight plans part of an early switch to RFID that will in 2015, or ransomware attacks that see help Delta decide if it is feasible to com- hackers pose as free airport Wi-Fi hot- pletely replace its barcode system. Delta spots to infi ltrate passenger laptops and estimates that whereas RFID signals other mobile devices. from embedded chips are picked up by The US Federal Aviation Administra- receivers 99.85% of the time, the success tion (FAA) embarked on a similar initia- rate for manual bar code scanners is only tive in June 2015, setting up an advisory 90%, one reason why bags are often lost. committee to identify risk areas and co- Asia Airfreight is also using RFID for operate on internal cyber security sys- pre-packed cargo acceptance at Hong Abhi Chackho, head of commercial tem design and testing standards. Cyber Kong International Airport (HKIA), IT at Gatwick Airport security was also prioritised at the In- where the tags condense the data entry ternational Civil Aviation Organisation process to a single level and eliminate the (software-as-a-service) application. It (ICAO) general assembly in September, need for manual paper-based processes can be accessed by anybody with a valid with greater collaboration between the when recording details such as fl ight business email identifi cation, whether EASA and FAA being urged. number, weight, contour and destination Easyjet or Menzies for example, and can A good example of the hosted cyber in the docking area. be downloaded to personal Android, security services currently available to Windows or iOS mobile smartphones or airports and airlines comes from Raythe- ANALYTICS other devices. on, which provides an automated threat If predictions estimating there will be “It’s a multi-tenant SaaS application, intelligence platform backed up by cyber over 50 billion IoT-connected devices meaning it can work for multiple air- security assessments, digital forensics online by 2020 come true, the volume of ports,” says Chackho. “The advantage of and incident response virtual security data being created and transmitted by so that is that when airlines move from Gat- from its operations centre. many sensors, industrial monitors and wick to Edinburgh, for example, they can “Cyber security is not a waiting game, mobile devices will need careful sifting if switch the context between the airports. and organisations without the expertise it is to offer any meaningful and tools required to identify and re- insight to airlines, airports spond to skilled adversaries need to un- and ground handlers. derstand that,” urges Jack Harrington, Many companies have vice president of cyber security and spe- already used big data ana- cial missions at Raytheon Intelligence, lytics to analyse customer Information and Services. “The old ap- buying behaviour, but IoT proach waited for technology to fl ag brings completely new known threats. In contrast, skilled hunt- data sets from a much ers like those on our team proactively broader range of sources Airports are planning a variety of technology deployments seek emerging threats and stop them

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 45 TECHNOLOGY | ROUND-UP

before businesses suffer damage.” integration with real-time airline arrival engage in human interaction with Other security providers are now and departure information systems to airport staff. coming to market with similar systems streamline the passenger airport experi- Many airlines have installed self- aimed at the aviation industry. Rockwell- ence further. service bag drop technology this year, Collins launched a new ARINC Cyber including an EasyJet facility at London SecurityÆ Operations Center platform in ROBOTICS TRIALS Gatwick’s North Terminal containing 48 October this year, a threat intelligence Many airports are experimenting with kiosks. Passengers have their passports service that monitors private networks the use of robotics in various roles, both verifi ed against their boarding passes be- linking airports and other critical infra- within the terminal and on the ramp. fore they place bags onto a weigh scale; structure to signs of current or imminent Electronics manufacturer Hitachi and its the kiosk prints out a tag which is at- cyber attacks. Building Systems subsidiary are currently tached by the customer. SITA’s Airport IT Trends Survey trialling a humanoid customer service Meanwhile, ICM Airport Technics noted that cyber security is now second robot in Terminal 2 at Haneda Airport in signed a contract to supply self-service in the overall IT priority list in 2016, up Tokyo. The EMIEW3 greets passengers bag drop and baggage handling solutions from fi fth in 2015, with 50% of airports at a dedicated guidance counter in both with the Changi Airport Group in Singa- now recognising it as a high priority for Japanese and English and displays pore, the latest in a series of deals that also investment (second only to passenger various types of information about the involve Montreal, Milan Malpensa, Mu- processing). But many organisations nich and Johannesburg. The automated still lack the skilled cyber security per- baggage loading cell replaces manual ‘be- sonnel needed to implement and man- low the wing’ loading operations, which age cyber security infrastructure and saw staff load bags onto fl ight containers deal with new threats, and 41% admit- or baggage carts, by using a robotic arm ted their cyber security plans remain at with a patented and telescopic surface to the development stage. match the size of the bag.

REDUCING SECURITY CONGESTION NAVIGATING THE TECHNOLOGY MAZE New technology sits behind improve- The breadth of technology solutions ments in physical security currently be- currently available combined with the ing made to airport operations, notably speed at which news ones are constantly facial recognition software that speeds being developed inevitably presents up border control and provides more ac- challenges for airports, airlines and curate records of passenger movements. Nigel Pickford, director of market ground handling companies looking IT supplier Unisys will integrate NEC’s insight and operations at SITA to exploit them, either to improve NeoFace Match facial recognition soft- operational processes or to open up ware into its existing passport control to airport’s shops and facilities using maps new revenue streams through IT service compare images taken during US Cus- and images. The tests are designed to innovation. toms and Border Protection (CBP) in- help Hitachi assess EMIEW3’s multi- “The diffi culty is in identifying which spection processes against those on the language interactive speech capabilities one will gives us the best benefi t with the passenger’s e-passport. Similar technol- and autonomous running functions. The least amount of investment, where if we ogy has been tested at Hartsfi eld-Jack- airport also completed tests of Cyberdyne think hard we can see a particular tech- son International airport in Georgia, cleaning robots, which now look likely nology doing a specifi c job for us,” says with records held in secure data systems to be introduced permanently in the 24- Chackho. “In many cases these are not for post-departure analysis – although hour International terminal. groundbreaking but take a different per- the CBP was keen to stress that no in- Elsewhere, SITA trialled robot tech- spective on an existing technology to give dividual holding a valid US passport nology developed by BlueBotics at Gene- us a much better result.” would have their details retained. va Airport earlier this year, although it is Gatwick Airport’s IT Forum makes CBP offi cials have taken things a step not yet clear if the pilot scheme will lead those decisions much easier to make, further at Washington Dulles Interna- to a full commercial deployment. Leo is with invitations extended to a wide va- tional airport in Virginia by accepting a fully autonomous, self-propelling bag- riety of organisations and businesses op- Customs and immigrations submissions gage robot which helps passengers avoid erating at the airport, from ground han- via its own Mobile Passport App. US and queuing, allowing them to check in using dlers to retailers, hoteliers and the police. Canadian citizens save profi les securely an embedded touch screen, print their Discussions cover everything from gen- on their personal smartphones before bag tags and transport up to two items of eral concerns about mobile or WiFi net- submitting them electronically on ar- luggage with a maximum weight of 32kg. work coverage to additional data streams rival at the airport; they are then quickly Not everybody is convinced that ro- that those businesses would like to see processed in designated lanes that do not bots or robotics technology can perform help make their business more effi cient, require them to fi ll out forms manually. useful functions within airport environ- or whether robotics makes sense for an Market research fi rm Technavio esti- ments just yet however, with the technol- airport or not. mates that the value of the global airport ogy still at an early stage of maturity. “We invite leading-edge technol- e-gate market will increase by 20% be- ogy companies to present and see what tween 2016 and 2020 as multimodal bio- SELF-SERVICE BAG DROPS is coming around the corner,” adds metric technology, including automated The airport IT supplier’s 2016 survey of Chackho. “It [the Forum] comes up with facial recognition and fi ngerprinting, 9,000 passengers found that most prefer around 10-15 ideas per year and is prov- is increasingly used to beef up security to use self-service technology – whether ing to be quite a useful channel. It helps whilst minimising queue congestion. The kiosks, mobile devices, automated gates make sure we do not bet on the wrong company believes e-gates will see closer or other digital platforms – rather than [technology] horse.”

46 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com INVITES YOU TO REGISTER NOW FOR THE 7TH OUTING OF THE ANNUAL MUST ATTEND EVENT!

2017 25TH - 27TH APRIL SHERATON MILAN MALPENSA AIRPORT HOTEL

SPONSORED BY

PLATINUM SPONSOR GOLD SPONSOR DINNER SPONSOR WIFI SPONSOR

%HLQVSLUHGq1HWZRUNq6KDUH.QRZOHGJH GET INVOLVED DON’T MISS OUT www.airsideint.com q #gsero2017 q [email protected] IT | AMADEUS

One provider of IT solutions to the travel sector is keeping a step ahead of changing industry – and customer – requirements

ndrew Price, head of glob- bouts of each item of baggage, regardless gies will ensure a less stressful experience al baggage operations at of airlines or airport.” for passengers and a less costly one for IATA, remarks: “Given the the industry,” Maya sums up. technology available today, MEETING THE REQUIREMENTS In particular, Amadeus BRS could signifi cant lost and delayed Obviously, there is concern that this “help communication costs for airlines Abaggage should be a thing of the past.. is going to prove costly, needing associated with type-B messages”, accord- “However, it is still a very real irritation investment in tools to accomplish the ing to Margarita de Lucas head of mar- for travellers, ranking as the number one necessary communication of data. Price keting, airport IT at Amadeus IT Group. passenger complaint for airlines accord- observes: “Although IATA Resolution For example, Icelandair Ground Ser- ing to SKYTRAX. Baggage mishandling 753 is primarily the responsibility of the vices chose Amadeus BRS when it need- is more than an inconvenience; the per- airlines, baggage is handled by many ed to migrate from a manual baggage sonal nature of baggage brings out very different parties throughout the process: process to an automated one in order to strong feelings in passengers.” airlines, airports and baggage handling comply with new airport requirements at IATA’s resolution 753 is aiming to companies. Airlines bear the ultimate Kefl avik in response to changing legisla- improve the processes around baggage responsibility for delivering the correct tion. John Jarrell, head of airport IT at and ensure tracking information is bag to the correct passenger, so they Amadeus IT Group, notes that Amadeus shared with everyone involved in mov- will have to ask airports and ground BRS enabled the baggage handler to ex- ing a bag and getting it back to the pas- handlers to make various technological change TTY messages for free with any and system features available to them to meet the resolution’s requirements. “Advanced baggage tracking technology, like the Amadeus BRS, which can match real-time passenger, fl ight, and baggage data from check-in until fl ight departure, will be crucial in helping airlines become compliant without affecting their bottom line,” Price believes. Maya feels that “exchanging data should no longer be the only way. Look- ing ahead to this [resolution] and more Andrew Price, head of global to come, Amadeus has introduced the John Jarrell, head of airport IT, baggage operations at IATA concept of ‘sharing’ instead of ‘exchang- Amadeus IT Group ing’, where data is freely distributed in a senger, outlines Patricia Maya, head of secure environment.” airline customer using Amadeus Altéa, product management baggage at Ama- In other words, Amadeus BRS is resulting in more cost savings over and deus IT Group. This will not only assist a solution modelled on social media above those achieved through improved in making the passenger experience bet- platforms, where information is shared luggage tracking. ter by reducing the number of mishan- with selected partners within a private “In just one year, Icelandair – as an dled bags, but helps airlines save money environment. It acts as a hub that of- airline – have reduced their type-B mes- on compensation for lost or delayed fers a common space for baggage opera- saging by 41% on all of their departure bags, she says. tions for different aviation stakeholders. fl ights operating out of Kefl avik airport, “The focus of the resolution is com- Check-in agents, gate agents, baggage thanks to full integration with Amadeus munication and common capabilities: agents and ramp agents work on the Altéa,” Jarrell points out. “This is esti- it is the fi rst attempt to make consistent same platform, with a single shared real- mated to save the airline around 430,000 the capabilities of airlines and airports to time view of the passenger, baggage and EUR over the next fi ve years. In addition, provide information to each other. Air- fl ight readiness. Icelandair Ground Services have reduced lines will be required to comply by June “Increased collaboration between air- lost baggage by 18%, bringing savings to 2018, at which point everyone will have ports and airlines, better communication, their airline customers of 250,800 EUR accurate information about the wherea- and advanced baggage tracking technolo- in just 12 months.”

48 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com ENVIRONMENT | INLAND TECHNOLOGIES

sideration with this expansion,” says Bradbury. “We took a regional approach, L-R: Roger Langille, allowing the facility to accept aircraft de- president and CEO of icing fl uid effl uent from other airports in Inland Technologies, the region.” This strategy maximises the and Paul Bradbury, plant capacity, offsets costs, and allows airport director, Portland aircraft de-icing fl uid produced in Port- International Jetport, land to be used in neighbouring airports. cut the ribbon at the The new facility will process approxi- grand opening of the mately 8 million litres of effl uent each glycol recycling facility season and will manufacture approximately 1.5 million litres of SafeTemp aircraft de-icing fl uid. “The fi rst batch will Portland International Jetport, made the decision to move forward with be going to support our de-icing opera- Maine, USA, together with its partner an expansion of its glycol recycling facil- tions in nearby Boston,” confi rms Lang- Inland Technologies, Canada, has ity. ille. announced the opening of the fi rst on- “When the agreement was made Both Inland Technologies and Port- airport facility in the United States to to manufacture aircraft de-icing fl uid land International Jetport have a history capture, recycle and remanufacture onsite, we developed a project plan to of sustainable projects. In 2014, Inland aircraft de-icing fl uid. expand both the building and tank farm,” received the Maine Water Environment “This is the fi rst facility of its kind in says Roger Langille, president and CEO Association’s Pre-Treatment Excellence the United States and we are proud to say of Inland Technologies, citing the need Award. Portland International Jetport that with this expansion, a new bench- for additional infrastructure. “Another was awarded the Airports Council In- mark has been set for winter operations critical work item was ensuring the sys- ternational – North America’s Environ- sustainability,” says Paul Bradbury, air- tems were in place to obtain the necessary mental Achievement Award in 2012 for port director at Portland Jetport. Port- agency certifi cations to produce aircraft the geothermal project associated with land International Jetport is the largest de-icing fl uid onsite,” he adds. All targets the new terminal. It also received the airport in Maine, serving the Portland were met and Inland’s aircraft de-icing Airports Going Green Award in 2014 in area and neighbouring regions. fl uid produced at Portland, SafeTemp ES recognition of its terminal expansion and In 2010, as part of an environmental Plus, is now certifi ed for aircraft use. the pursuit of sustainability within the initiative, Inland Technologies, an envi- “Economic factors were also a con- aviation sector. ronmental services provider specialising in airport winter operations, was invited to build an on-airport facility to recycle View of the expanded glycol recycling facility and the storm water impacted by de-icing Glyvac glycol recovery vehicle at Portland Jetport operations at Portland. The initial facility Airport. The facility will produce approximately 1.5 was developed to produce an industrial NJMMJPOMJUSFTPGBJSDSBGUEFJDJOHmVJEFBDITFBTPO grade glycol product but the recycling process was completed out of state. “Inland Technologies has been a true partner with us since fi rst establishing their facility here,” remarks Bradbury.” Once the fi rst plant began operating, we started to discuss how the plant could be expanded to help us meet our sustainability targets,” he adds. Inland Technologies developed and commercialised the customised equipment and systems needed to produce aircraft de-icing fl uid as part of a closed loop system and in 2015, Portland Jetport

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 49 REGIONAL FOCUS | RUSSIA

5IF3VTTJBOHPWFSONFOUIBTPGlDJBMMZBQQSPWFEBQBDLBHFPGNFBTVSFTBJNFEBU tightening control over ground handling activities at the country’s airports, as well as raising their quality, according to recent statements from the Russian Ministry of Transport. Eugene Gerden reports

he initiative was fi rst put year, all Russian airports will be on a notifi cation procedure. The dif- forward by the Russian gov- equipped with roadway scanning sys- ference in practices results in double ernment in 2015, due to an tems that will allow dispatchers to con- standards in Russia and makes mu- aircraft crash that resulted trol movements in poor visibility, as tual recognition of experts’ certifi cates, in the death of Christophe well as additional multilateration sys- ground handling procedures, audits Tde Margerie – chairman and CEO of tems and radio detectors. and checks impossible. French oil corporation Total – when his Besides technological modernisa- Dassault Falcon 50 hit a snowplough tion, the government has signifi cantly THREAT on take-off from Vnukovo International toughened the requirements for the In the meantime, implementation of Airport in October 2014. training of Russian ground handling these plans, as well as the harmonisation The implementation of these plans personnel. It has also approved the pro- of Russia’s ground handling services with will be part of a large-scale state initia- posal of trade unions and increased the international standards, is under serious tive to invest more than RUB100 billion minimum salary of personnel, with the threat due to ongoing tensions between (US$1,8 billion) in the development of aim of making jobs in the sector more Russia and West which continue to domestic ground handling services by attractive for potential applicants. Fi- negatively affect the business of many 2020. These measures will also be part nally, there are plans to introduce man- Russian handlers. of the existing state programme known datory certifi cation of ground handling This is mainly due to the existing ban as the ‘Development of civil aviation in services in Russia. on the supplies of dual-use products to Russia until 2020’. Taken together, these measures Russia, which was imposed by the US Toughening of control over ground will bring domestic ground handling government after the beginning of sanc- handling activities at Russian airports is regulations into line with international tions wars between the two countries. a response to recent criticism expressed standards. Some of these products were actively by Russia’s Prime Minister Dmitry Med- According to an offi cial spokes- purchased by Russia’s leading handlers vedev. He believes that the current im- person from the Russian Ministry of prior to the sanctions, as they were not perfect legislation in the fi eld of ground Transport, the majority of funds for the produced within the country. handling, as well as monopolisation of implementation of these plans will be The situation is further exacer- ground handling activities by certain allocated from the federal budget, while bated by the decision of the Russian operators (or structures affi liated with the remainder will come from private government to restrict imports of engi- airports) at many Russian gateways, investors. neering products from Western coun- remains one of the major problems of tries – including those used in ground the industry. He feels there is a need REGULATIONS handling activities. to stimulate competition in this fi eld An offi cial spokesman for Maxim Due to a series of economic and through the establishment of alternative Sokolov, Russia’s Minister of Transport, political crises in Russia during recent handling companies at Russian airports. says that to date, Russian ground han- years, the production of ground support dling operators have not clearly under- equipment in Russia has almost been STEPS stood the goals of the industry as set suspended. At present the majority of The approved measures involve the by the government, while the situation local producers specialise in the produc- establishment of a single centre for the has been aggravated by the lack of legal tion of outdated equipment designed control of ground handling activities regulations and standards. However, during the Soviet era, or small-scale at each Russian airport, as well as the there is a possibility that the situation copies of imported equipment. There introduction of new requirements for will be signifi cantly improved as early are also some market niches where the the mandatory equipment of all ground as next year. share of imports reaches 100%. handling vehicles with ignition interlock At the same time, as part of the state At present the Russian ground han- devices (a mechanism that prevents the plans, the current system of ground handling industry remains heavily depend- engine from being started in the case of dling service provision is to be revised ent on foreign equipment, while the rise the driver’s blood alcohol concentration and there will be a shift from the current of import duties and the imposition of a being too high). The government has regulatory approval system to a notifi ca- complete ban on supplies may have cata- also approved the installation of GPS tion procedure. strophic effects on the business of many and GLONASS systems in all vehicles At present each provider of ground domestic handlers. The majority of Rus- at national airports, including cars and handling services in Russia must prove sian airlines have serious fears that the buses as well as snow-removal machines its ability to deliver in terms of both imposition of mutual sanctions may re- and fi re engines. quality and safety. This is contrary to sult in a signifi cant decline in the quality Furthermore, starting from next EU and US practices, which are based of ground handling services in Russia.

50 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

WORLDWIDE DIRECTORY OF GROUND SERVICE PROVIDERS GROUND SERVICE PROVIDERS WORLDWIDE DIRECTORY OF GROUND SERVICE PROVIDERS

AFGHANISTAN For , Airport Management And Representation Fax: +54 11 5480 4431 For Passenger And Cargo Airlines “Astra Visitor Email: [email protected] SONIC JET Aviation Services Services” That Can Include Hotel Booking, Website: www.swissport.com.ar Afghanistan Handling Branch, Afghanistan, Kabul Airport Meet And Greet And Private Transport Services: Airport Ticketing Sales Desk, Arrival Tel: +93 793 433 889 Services, Personal Protection Services, Local and Transfer Services, Baggage Services, Check- Mobile: +93 700 220 269 Tours, Aviation Company Representation Services, In Services, Dedicated Passenger Services, Gate Fax: +44 208 0431931 Aviation Consultancy, Aviation Safety, Security And Departure Services, Lost And Found Services, Email: [email protected] And Handling Products And Equipment, Aviation Aircraft Servicing And Cleaning, Executive Aviation Services: Ground Handling, Fuel Security Services, Cargo And Passenger GSA Services, Industrial Safety Wear Swissport Argentina SA (Ground handling services) ALBANIA International Airport Ezeiza Tirana International Airport ANTIGUA “Ministro Pistarini” Aut. Tte. Gral. Ricchieri s/n - km. 33,5 Ground Handling Department, Rinas, Tirana Airport Services (Antigua)(Antigua) Ltd Albania Edif. AA2000 - Floor 3° - Of. 314 7 St. George’s StreetStreet CP: 1802 Aerop.Int.Ezeiza Tel: +355 4 2381 700 P.O.BoxP.O.Box 1515 Fax: +355 4 2381 545 Pcia. Buenos Aires Mobile: +355 6920 636332 St. John’sJohn’s Tel: +54 11 5480 4432 Email: [email protected] AntiguaAntigua Fax: +54 11 5480 4431 Services: Passenger, Aircraft Services Tel: +268 462 0889 Email: [email protected] FFax:ax: +268+268 446262 11651651 Website: www.swissport.com.ar Email: [email protected]@candw.ag Services: Airport Ticketing Sales Desk, Arrival And ALGERIA WWebsite:ebsite: www.asaanu.comwww.asaanu.com Transfer, Baggage, Check-In, Dedicated Passenger Services: PassenPassengerger Services, RamRampp Services, Services, Gate And Departure, Lost And Found, Air Algérie FliFlightght OOperations,perations, and SuSupportpport ServiceServicess Special Passenger And VIP Services, Load Control 1 Place Maurice Audin Alger-Algerie And Communications, Station Control And Station Tel: +21321 63 36 46 Representation And Supervision. Fax: +21323 50 41 25 Caribbean Airport Services Email: [email protected] Email: [email protected] Website: www.airalgerie.dz Website: www.cas-antigua.com ARMENIA Services: Passenger Services, Catering, Cargo, Maintenance, Ground Handling And Tour Operator. Air Ground Ops ARGENTINA Nalbandyan str. 9 SPA Swissport Algérie CrossRacer Airport Services S.A. 375001 Yerevan Aéroport d’Alger, Houari Boumediene Ezeiza International Airport Armenia DZ-16100 Dar El Beïda, Algiers &EJlDJP$FOUSP$PSQPSBUJWP""n4VJUF Tel: +374 9 425013 Tel: +213 21 207 314 Buenos Aires B1802EZE Mobile: +374 1 543345 Mobile: +213 554 513 131 Argentina Fax: +374 1 547111 Fax: +213 21 509 960 Tel: +54 115 480 5500 Email: [email protected] Email: [email protected] Fax: +54 115 480 0747 Website: www.airground.net Website: www.swissport.com Email: [email protected] Services: Passenger, Cargo, VIP Services, Security Services: Full Ground Handling & Executive Website: www.crossracer.aero Aviation Services At The Following 5 Algerian Services: Passenger Services, Special Services, Zvartnots Handling CJSC Airports: Algiers Houari Boumediene, Oran Flight Operations, Ramp Services Supervision, AIA Admin Building Ahmed Ben Bella, Constantine Mohamed Boudiaf, Cargo & Mail 375042 Yerevan Batna Mostepha Ben Boulaid And Tlemcen Armenia Zenata Messali El Hadj; Full Cargo Handling Intercargo SAC Tel: +374 10 493 000 And Documentation Services At Algiers Houari Aeropuerto Internacional de Ezeiza Ministro Fax: +374 10 493 7112 Boumediene Airport; Ground Handling Services Pistarini, Email: [email protected] Include: Airport Ticketing Sales Desk, Arrival And 1804 Ezeiza, Buenos Aires Province, Website: www.zvartnots.aero Transfer Services, Baggage Services, Check-In Services: Passenger, Cargo, VIP Services, Security Services, Dedicated Passenger Services, Gate And Argentina Departure Services, Lost And Found Services, Tel: +54 11 5480 1000 Special Passenger And VIP Services, Load Control Email: [email protected] AUSTRALIA Website: www.intercargo.com.ar And Communications, Station Representation And Aero-Care Flight Support Supervision, Aircraft Loading/Unloading, Baggage Services: Aircraft Pushback/Towing, Baggage Sorting, GPU, Push-Back, Water & Toilet Services, Handling, Boarding, Cabin Cleaning, Check-In, 0GlDF /P5IF$JSDVJU ACU, ASU. Landing Permits, Load Control/Weight Balance, Brisbane Airport -PBEJOH6OMPBEJOH 0WFSmJHIU3JHIUT 1BTTFOHFS QLD, 4007 Assistance Unit, Passenger Handling, Ramp Australia ANGUILLA 4FSWJDFT 4MPU$PPSEJOBUJPO 5SBGlD3JHIUT Tel: +61 7 3107 1920 Lloyd Aviation Services Unaccompanied Minors Fax: +61 7 3852 2146 The Valley, Anguilla, British West Indies Email: [email protected] P.O. Box 52 Munser FBO Website: www.aerocare.com.au Tel: +264 498 4141 / 264 498 4142 $PSQPSBUFCVJMEJOH OEmPPS Services: Flight Support, Customer Service, Ramp Fax: +264 497 7130 Of 203 Ezeiza International Airport Operations, In-Flight Services Email: [email protected] C.P. (1802) Buenos Aires Website: www.lloyd-aviation.com Argentina Aviation Ground Handling Pty Ltd Services: Personalised Customer Care, Discreet Tel: +54 11 4575 1070 Level 1, Airport Central Arrivals & Departures, Immigration And Customs Fax: +54 11 4480 0744 1 Eastern Ave, Bilinga QLD Processing, Complimentary Crew Transportation, Email: [email protected] Australia Quality Chevron Fuels Jet A & Avgas, Quick Website: www.munserfbo.com Tel: +617 5589 1100 Turnaround, Landing Permits, Flight Plans, Services: Ground Handling, VIP Assistance To Fax: +617 5536 2838 Charters & Catering. Passengers And Luggage, Aircraft And Passenger Website: www.avgh.com.au Authorities, Temporary Internationalization For Services: Ramp Services, Passenger Services, Domestic Airports, Ramp Equipment Coordination, Cargo Facilitation, Operation Support, Airport ANGOLA Pilot Navigator Onboard, Fuel Coordination, Flight TFDVSJUZ 4BGFUZ0GlDFST #BHHBHF.BOBHFNFOU Package, Over Flight Permits, Vehicles At Ramp Customer Service Site, Weapons Clearance, Hotel Reservation, Crew And Pax Transportation, Catering Service, Aircraft Clearing And Credit To Services. Swissport Argentina SA Astra Aviation (Executive aviation services) Menzies Aviation Head Ofﬁ ce Email: [email protected] International Airport S.C. de Bariloche .FO[JFT"WJBUJPO)FBE0GlDF Website: www.astra-aviation.com Avenida Mitre 2451 Level 1, Building 276, Services: Aircraft Charter, Aircraft Flight Support CP: 8400 Sixth Street, And Supervision For Executive Aircraft And San C. de Bariloche Mascot, Ambulance Flights, Aircraft Fuel Supply, Catering Pcia. de Rio Negro New South Wales, And GHA Services Arranged And Permits Applied Tel: +54 11 5480 4432

52 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

2020, Sydney Services: Airport Ground Handling, Cargo, Ramp, Australia, Catering, Re-Fuelling, Hotel Booking, Cargo Tel: +61 2 8337 9547 Loading and Unloading, Any Aircraft Services Fax: +61 2 9700 9469 "U5IF"QSPO -BOEJOH0WFSmZJOH"OE5FDIOJDBM Website: www.menziesaviation.com WFS / SFS Landing Permission, Passenger Services, Aircraft Parts Salvage and Handling & Custom Clearance. Services: Ground Handling, Cargo Handling, Cargo 0CKFDU TUmPPS Forwarding, ISAGO, SMART & BCN FBO Services. A-1300 Vienna Airport Tel: +43 1 7007 35215 BARBADOS Oceania Aviation Services Fax: +43 1 7007 35216 18 Lores Bonney Circuit Email: [email protected] Caribbean Aircraft Handling Co. Ltd Bilinga 4225 Website: www.wfs.aero Grantley Adams International Airport Gold Cost Airport Christ Church Australia Magnum Aviation Handling Barbados Tel: +61 7 5590 6999 Vienna International Airport Tel: +246 428 1950 Fax: +61 5599 5811 Fax: +246 428 1652 GENERAL AVIATION CENTER (GAC) Email: [email protected] / [email protected] Website: www.oceaniaaviation.com.au Steinriegelweg 1 Services: Check in Services, Ramp Services, Services: Representation, Administration and Aircraft Charter Services, Ground Services Objekt 140, A-1300 Supervision Passenger Services, Ramp Services, Equipment Austria Load Control, Communications and Flight Tel: +43 676 777 55 99 Operations Cargo and Mail Services, Support Fax: +43 662 8580 260 Services and Security Services. Skystar Airport Services Email: sas.ops@salzburg-airport.at 40 Sugarbird Lady Road, Website: www.salzburg-airport-services.com Seawell Air Services Perth Airport Services: Transportation, Baggage Handling, Grantley Adams International Airport WA 6105 Guidance & Assistance For Passengers And Christ Church Australia $SFX $SFX#SJFlOH $PNQBOZ'MJHIUQMBO 4MPU Tel: +61 8 9477 0600 Monitoring, Passenger, Ramp, Aircraft De-/Anti- Barbados Icing, Cabin Cleaning, VIP Tel: +1 246 428 0973 Fax: +61 8 9479 2199 Fax: +1 246 428 1728 Email: [email protected] Email: [email protected] Website: www.skystarairportservices.com.au Salzburg Airport Services GmbH Website: www.bsandtco.com Services: Full Service Desk Support, All Check-In Innsbrucker Bundesstrasse Services: Pax Handling, Cargo Handling, Ramp And Ticketing Functions, Advanced Passenger 95 | 5020 Salzburg Check-In, Embarking/Disembarking Of Passengers, Handling, Load Control and Representation. Arrivals/Departures Information Line, Special Needs Austria Passenger Assistance, Baggage Services, Loading/ Tel: +43 662 8580 261 BELGIUM Unloading Of Passenger Baggage, Loading/ Fax: +43 662 8580 260 Unloading Of Freight, Co-Ordination Of Aircraft Email: [email protected] Aviapartner Holding Refuelling, Flight Planning Assistance, Flight Editing, Website: www.salzburg-airport-services.com Brussels National Airport Weight And Balance (Load Control), Lavatory And Services: Transportation, Baggage Handling, .BJO5FSNJOBMUImPPS #;BWFOUFN Water Services, Aircraft Push Back And Towing Guidance & Assistance For Passengers And $SFX $SFX#SJFlOH $PNQBOZ'MJHIUQMBO 4MPU Belgium Services, Marshalling Of Aircraft, Cabin Cleaning, Monitoring, Passenger, Ramp, Aircraft De-/Anti- Tel: +32 2 723 03 83 GSE Maintenance Services, Arrangement Of Other Icing, Cabin Cleaning, VIP Fax: +32 2 723 03 73 Services Not Listed Above (I.E. Payment Of Landing Website: www.aviapartner.aero / Airport Fees, Catering, etc.) Stations: Brussels (BRU), Liège (LGG), Ostend (OST) Vienna Airport Ground Handling Services Services: Passenger Services, Ramp Handling, Flughafen Wien, AG A-1300 1 5SBGlD0QFSBUJPOT #BHHBHF $BSHP4FSWJDFTBOE Toll Dnata Vienna Airport Executive Aviation Building 321, Link Road Austria Mascot, NSW 2020 Tel: +43 170 070 Swissport Belgium S.A. /N.V. Australia Email: Website: www.viennaairport.com Brucargo Building 704/B22 Tel: +61 2 9352 7955 Services: Passenger, Ramp, Cargo Handling, Fax: +61 2 9352 7945 Operations and Load Control, Training B-1931 Zaventem Email: [email protected] Belgium Website: www.tolldnata.com Tel: +32 2 788 31 33 Services: Check-in, Crewing, Baggage, Load BAHAMAS Fax: +32 2 788 30 68 Control, Delay & Disruption Handling, Load & &NBJMJOGP!mJHIUDBSFCF Unload, Aircraft Pushback & Towing, Baggage Nassau Flight Services 8FCTJUFXXXmJHIUDBSFCF P.O. Box AP-59203 Handling, Freighters, Cabin Clean Services: Ramp, Passenger Cargo Handling, Baggage Nassau, Bahamas Sorting, Baggage Tracing and Boarding Services Tel: +1 242 702 7308 AUSTRIA Fax: +1 242 702 7392 TAY Airport Services/TNT Airways Email: [email protected] Airlines Representative Europe GmbH Website: www.nfsbahamas.com Liège Airport 1300 Vienna International Airport Services: Passenger Services & Support, Aircraft Rue de l’aéroport, Building 101 Austria and Ramp handling, Planning and Management, 4460 Grâce-Hollogne Tel: +43 1 7007 35913 Cargo services, VIP services, Tech stops handling. Belgium Fax: +43 1 7007 35913 Tel: +32 4 239 3000 Email: [email protected] Fax: +32 4 239 3999 Services: Cargo And Mail Handling, Catering, Hotel BAHRAIN Email: [email protected] Accommodations, VIP Services, Boarding, Check- Bahrain Airport Services Website: www.tntliege.com In, Crew Transport, Passenger Handling, Passenger P.O. Box 22285 Services: Ground Handling Services, Air Cargo Services, Ramp Services, Slot Coordination, Services, Tracking and Express Delivery, Cargo and Muharraq, Bahrain Passenger Aircraft. 5JDLFUJOH"OE5SBGlD3JHIUT Tel: +973 17 321 777 Fax: +973 17 335 304 CELEBICELEBI GROUNDGROUND SERVICES AUSTRIAAUSTRIA GMBH Email: [email protected] ObjektObjekt 105i 1300, Wien FlughafenFlughafen ViennViennaa Website: www.bas.com.bh AUSTRIAAUSTRIA Services: Airport & Ground Operations, Cargo Tel:Tel: +43+43 1 70077007 35383 Services, Catering, Aircraft Engineering, Aircraft FaFax:x: +43+43 1 77007007 36360 Engineering Services WFS Belgium EEmail:mail: WWebsite:ebsite: [email protected]@celebi.com Bedrijvenzone Machelen Cargo (BRUcargo) Services: Ground HandlinHandlingg SKY AV Services Gebouw 712 bus 1, 1830 Machelen 0GlDF/P België Flughafen Graz Bodenservices GmbH Building 1029, Road 3621 Tel: +32 2 753 58 20 A-8073 Feldkirchen Al-Seef District 436 Fax: +32 2 753 58 19 Graz Österreich Email: [email protected] Manama, Bharain Website: www.wfsbelgium.com Austria Tel: +973 13 661 122 Services: Aircraft Pushback/Towing, Baggage Tel: +43 316 292975 Fax: +973 13 622 322 Handling, Ramp Services, Refueling and Security. Fax: +43 316 292975 508 Email: [email protected] &NBJM'(4@014!mVHIBGFOHSB[BUJOGPSNBUJPO! Services: Ground Handling, Permits, Flight Plan, mVHIBGFOHSB[BU Fuel, Charter, Aircraft Parts BENIN 8FCTJUFXXXmVHIBGFOHSB[BU Services: Ground Handling & Passenger Services. Aviation Handling Services BANGLADESH 08 BP 1097 ISSISS GroundGround Services GmbH Bismillah Airlines Cotonou BuildingBuilding 990990 Arafat Tower Benin 1300 Vienna International AirAirportport 94 Malibag DIT Road Tel: +229 21 30 91 82 AustAustriaria Fax: +229 21 30 46 46 5FM 5FM n n Dhaka-1217, Bangladesh Email: [email protected] ''BY nnBY nn Tel: +88 02 8316156 / +88 02 8350149 Website: www.ahs-group.com Email: [email protected] Fax: +88 02 8312913 Services: Ground and Cargo Handling. Website: www.at.issworld.com/aviation Email: [email protected] Website: www.bismillahairlines.net

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 53 GROUND SERVICE PROVIDERS

BERMUDA Soﬁ a Airport JSC BAS Serco Ltd #VMh$ISJTUPQIFS$PMVNCVTv 4PlB #VMHBSJB P.O. Box GE 123, St. George, Tel: +359 2 937 2003 (executive director) Bermuda, GE BX Fax: +359 2 937 2010 WFS Tel: +441 293 5067 Fax: +441 293 0996 &NBJMQVCMJD!TPlBBJSQPSUCH Pierre Elliott Trudeau 2200 Reverchon suite 116 8FCTJUFXXXTPlBBJSQPSUCE Montreal Website: www.bas-serco.bm Services: Ground Handling, Loading and Unloading Services: Ground Handling, Passenger Services, Baggage, Cargo and Mail, Cabin Cleaning, QC H9P2S7 "JS5SBGlD$POUSPM (SPVOE&MFDUSPOJD4FSWJDFT Administration Crews, Providing Air Starter Canada Bermuda Weather Services, Wildlife Control and and Aircraft Tugs, Load Control and Balance Tel: +1 514 631 1240 Habitat Management. Of Aircraft, Special Cargo Services Including &NBJMFCSJMMJFU!XPSMEXJEFmJHIUDPN Website: www.wfs.aero Dangerous Goods. BRATISLAVA CENTRAL AFRICAN REPUBLIC Skyport Ltd CANADA Letisko M.R.Stefanika, 820 01 Aviation Handling Services / AHS Bratislava Bangui Airport, BP 828, Bangui Tel: +421 905 727 925 Central African Republic Email: [email protected] Tel: +236 21 61 49 47 / +236 21 61 71 95 Website: www.skyport.sk Fax: +236 21 61 78 59 Services: PAX Handling, Ramp Handling, Cargo Email: [email protected] / [email protected] Handling, Load Control, Catering Services, Website: www.aeroportbangui.org Cleaning Of A/C, Lost and Found, Transportation, Services: Cargo Facilities, Passenger Facilities Supervising. Airport Terminal Services (ATS) 111 Westport Plaza Drive, Suite 400 St. Louis, Missouri 63146, USA CHILE BRAZIL Tel: +1 314 739 1900 Andes Airport Services S.A - LATAM Airlines Group BENLOG Airport Handling Services Fax: +1 314 739 7070 Osvaldo Croquevielle Cardemil Rio de Janeiro International Airport Email: [email protected] Website: www.ATSSTL.com #2211, CAMB Airport, Pudahuel, Santiago, Chile Tel: +55 213 353 2196 Tel: +562 2 819 5422 Fax: +55 217 707 2606 Stations: Edmonton, AB (YEG), Moncton, NB (YQM), Montreal, QC (YUL), Vancouver, BC (YVR), Commercial contact: [email protected] Email: [email protected] Ops contact: [email protected] ; Website: www.belog.com.br Winnipeg, MB (YWG), Saskatoon, SK (YXE), Calgary, AB (YYC), Charlottetown, PE (YYG), [email protected] Services: Loading and Unloading Of Aircraft, Tow Website: www.andesairportservices.com Aircraft, Cleaning Aircraft, Operational Flight Toronto, ON (YYZ) Services: De-Icing, Passenger, Ramp Handling, Services: GSE, Cabin Cleaning, Bag Handling, Dispatcher, Drinking Water Supply and Waste Cargo Handling (Lan Cargo). Collection Aircraft (QTU) Marshalling, Pushback, Fuelling, Loading and Unloading, Cabin Cleaning, Cargo Services, GSE Maintenance, Baggage Services, Lounge Services, LAN Airport Service Orbital Handling Services Concierge Services. Americo Vespucio 901, Comuna de renca Terminal 1 - B Wing - Mezzanine 8660360 Santiago, Chile 07141-970 - Guarulhos Capital Airways Inc. Tel: +56 2 565 25 25 PO Box 3032 - SP - Brazil 2570 Highway 102, Unit #6, Lincoln, New Fax: +56 2 565 38 90 Tel: +55 11 2445 2740 Brunswick, E3B 9G1 Email: [email protected] Fax: +55 11 2445 3019 Tel: +506 446 3588 Website: www.lan.com Email: [email protected] Fax: +506 446 3589 Services: Check-In Services, Lounge Services, Website: www.grupoorbital.com.br Email: [email protected] Passenger Assistance, Passenger Handling, Services: Ramp, Passenger, Security, Technical, Website: www.capitalairways.com Ticketing and Security. Cargo and Executive Aviation. Services: Heated Hangar Space, Tie-Downs and Ramp Parking, Fuel, Ground Power Units, Aircraft Servisair-Swissport Chile Proair Maintenance, Customs Clearance at Facility, Manuel Avalos Prado 1850, P O Box # 4 Proair Servicos de Aviacao Catering, Rental Cars, Hotel Reservations and Aeropuerto Internacional A. Merino Benitez Rodovia Helio Smidt, s/n- Cumbica Flight Planning Services. Pudahuel CEP 07190-972 Guarulhos, Brazil Santiago de Chile Tel: +55 11 2445 4551 GTA Ground Handling Limited Tel: +56 2 799 2126 Email: [email protected] 2710 Britannia Road East, Cargo 2/7 Fax: +56 2 601 9525 Services: Aircraft loading, Unloading, Towing & Mississauga, Ontario, Canada L4W 2P7 Email: [email protected] Cleaning, Passenger departure and arrival control Contact: Mr. Gary D. Ogden / Vice President Website: www.swissport.com TFSWJDF 0QFSBUJPOBMmJHIUEJTQBUDI 'VFMMJOH Tel: +1-905-671-4443 x 204 Services: Load Control and Communications, Replenishment of drinking water, Aircraft waste Mobile.: +1-416-606-7611 Aircraft Loading/Unloading, Baggage Sorting, collection and Crew transportation and support Email: [email protected] GPU, Push-Back, Water and Toilet Services, Aircraft Services: YYZ: Pax / Ramp / Cargo Warehouing / Servicing and Cleaning, Aircraft Line Maintenance Swissport Brazil ltd (Ground handling services) Ops / Supervision and Bonded Store Administration. Aeroporto Internacional de São Paulo/ YMX: Ramp / Ops / Supervision Guarulhos Rodovia Hélio Smidt, s/nr Terminal de Passageiros 2, Asa C, Piso Mezanino Servisair - Swissport Canada CHINA 07141-970 - Guarulhos - São Paulo / Brasil Jean Lesage Int’l Airport Air China Limited Tel: +55 11 2445 4407 505 rue Principal, Quebec City / Ville de Québec Ground Handling Dept. Room 405 Fax: +55 11 7853 5499 Québec, Canada, G2G 0J4 Capital International Airport, Beijing 100621 Email: [email protected] (Senior Vice Tel: +1 514 748 2277 China (People’s Republic of) President LATAM) Email: [email protected] (CEO Canada) Tel: +86 10 6459 2994 Website: www.swissport.com Website: www.servisair.com Fax: +86 10 6456 3518 Services: Airport Ticketing Sales, Arrival and Transfer Services: Airport Ticketing Sales Desk, Arrival Email: [email protected] Services, Baggage Services, Check-In Services, and Transfer Services, Baggage Services, Check- Website: www.airchina.com.cn Dedicated Passenger Services, Gate and Departure In Services, Dedicated Passenger Services, Gate Services: Representation, Administration and Services, Lost and Found Services, Special Passenger and Departure Services, Lost and Found Services, Supervision, Ramp Services and VIP Services Load Control and Communications, Special Passenger and VIP Services Load Control Load Control, Communications and Flight Station Representation and Supervision, Aircraft and Communications, Station Control, Station Operations, Cargo and Mail Services, Support Loading/Unloading, Baggage Sorting, GPU, Push- Representation and Supervision, Aircraft Loading/ Services, Security Back, Water & Toilet Services Aircraft Servicing and Unloading, De/Anti Icing, GPU, Push-Back, Water and Cleaning, Aviation Security, Catering Services Liaise, Toilet Services and Aircraft Servicing and Cleaning. Fuel & Oil Liase and ULD Control. Beijing Aviation Ground Services Beijing Capital International Airport Hang’anbei Road, Beijing 100621, China BULGARIA Tel: +86 10 6456 0664 Fax: +86 10 6456 6060 GOLDAIR HANDLING BULGARIA Email: [email protected] #MWE#SVTTFMT *OTJUVUFPG"JS5SBOTQPSU4PlB Website: www.en.bcia.com 1540, Bulgaria Tel. Services: Baggage Handling, Lounge Services, Tel: +359 2 942 4164 Passenger Bussing and Ticketing. Fax: +359 2 942 4145 Strategic Aviation Email: [email protected] & gm.bg. #10-1595 Innovation Dr, Kelowna, BC V1V 2Y8 Guangzhou Baiyun International Airport Ground [email protected] CANADA Web: www.goldair-handling.com Stations: Kelowna [YLW]; Castlegar [YCG]; Handling Services Services: Supervision/Administration/Load Yellowknife [YZF]; Penticton {YYF}, Fort McMurray Guangzhou Baiyun International Airport Co., Ltd. Control, Passenger Handling, Baggage Handling (YMM), Grande Prairie [YQU], Whitehorse, Yukon Investor Relations (Loading/Unloading/Sorting), Ramp Handling, Territory [YXY]; Brandon [YBR], Fort St John [YXJ] "JSQPSU*OUFSOBUJPOBM0GlDF#MEH(VBOH[IPV Aircraft Services (Cleaning and De-Icing) and VIP and Fredericton[YFC] Baiyun Int’l Airport, Guangzhou City , GD 510470 Services. Services: Passenger, Ground Handling, Aircraft China *OUFSJPS(SPPNJOH $BUFSJOHn4LZ$BGF Tel: +86 20 3606 3595 / 3606 6999

54 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

Website: www.macau-airport.com/en/media- CZECH REPUBLIC Santo Domingo, centre/news/news/11051 Dominican Republic Services: Ground Handling, Passenger Services, Airport Prague Tel: +1 809 549 0001 Ext. 23 Air-Transport Services, Aircraft Maintenance, -FUJåU1SBIB BT ,-FUJåUJ Fax: +1 809 549 2212 Aviation Emergency Rescue Services, Aviation Praha 6 Email: [email protected] Security Screening Services, Aviation Insurance Tel: +420 220 111 888 Website: www.menziesaviation.com Agency, Air Transportation Technology, Fax: +420 2 3535 0922 Services: Ticketing, Check-In, VIP Lounges, Load Aeronautical Information Services and Electrical Email: [email protected] (CEO) lenka. Control, Aircraft Loading and Unloading, Cabin and Mechanical Equipment Maintenance Services. [email protected] Cleaning, Toilet and Water Services, Aircraft Website: www.prg.aero Ground Power and Start-Up, De-Icing, Pushback Shanghai Eastern Logistics Co. Ltd Services: Flight Preparation, Baggage Handling, and Towing, Customer Complaints Handling, No. 66, Airport Avenue, Shanghai Pudong Int’l Aircraft De-Icing, Loading and Unloading, Mobile Independent Call Centres, Airside and Landside Mechanization Equipment, Toilets and Water and Bussing, Secondary Tracing, LZ Storage and Airport, Shanghai 201207, P.R.China Aircraft Fuelling. Tel: +86 21 6885 4395 Management. Fax: +86 21 6885 4396 Email: [email protected] Brno Airport Swissport Dominicana S.A Website: www.easternlogistics.cn -FUJåU#SOPBT Aeropuerto Internacional de Las Americas Airport Locations: IATA: SHA & PVG; ICAO: ZSSS -FUJåU#SOP5VBOZ 5VBOZ La Caleta, Santo Domingo, Republica Dominicana & ZSPD 627 00 Brno Tel: +1 809 508 2277 Ext. 1226 Services: Air Cargo & Mail Ground Handler Tel: +420 545 521 309 Fax: +1 809 508 3233 (Providing Warehousing Services) Email: [email protected] Email: [email protected] (CEO) Website: www.brno-airport.cz Website: www.swissport.com COLOMBIA Services: Crew Room, Catering, Ground Transport, Services: Airport Ticketing Sales Desk, Arrival "JS'VFM )BOHBST "JS5SBGlD$POUSPM and Transfer Services, Baggage Services, Check- DESACOL SA In Services, Dedicated Passenger Services, Gate El Dorado Airport, Cargo Terminal No 1 and Departure Services, Lost and Found Services, Bogota, Colombia Special Passenger and VIP Services, Load Control Tel: +57 1 413 9494 and Communications, Station Control, Station Fax: +57 1 413 8113 Representation and Supervision. Email: [email protected] Menzies Aviation (Czech), sro Website: www.desacol.com.co The Airport 57/1049 DUBLIN Services: Passenger Handling, Ramp Handling, Operational Support, Cargo Handling and Cleaning Services. 161 00 Sky Handling Partner Ltd. Praha 6 Horizon House, Unit 4, Corvallis Park, Dublin Airport Tel: +420 220 114 617 Tel: +353 1 808 0300 COSTA RICA Fax: +420 235 360 001 Fax: +353 1 808 0399 Email: jana.nagy@menziesaviation Website: www.skyhandlingpartner.ie Aeroservicios AS Website: www.menziesaviation.cz PO Box: 83-4003, Alajuela, Costa Rica Services: Check-In, Boarding & Arrivals, Ticket Desk, Services: Passenger Handling, Ticket Sales, VIP Baggage Tracing, Ramp Handling, Load Control. Tel: +506 8347 9652 Airport Lounge, Balancing Aircraft, Operating Fax: +506 2430 5715 Reports, Airport Slots, Loading And Unloading Email: [email protected] Baggage, Cargo And Mail, Cleaning Aircraft, Toilet ECUADOR Website: www.aeroservicios.co.cr and Water Supply, Ground Source Energy and Services: Escort Service for VIP’s and Crew, Aviation Engines Start Running ASU, Aircraft De- Jet Handling FBO Aircraft Ground Guidance and Maintenance, Icing, Provision Of Accommodation, Negotiating Catalina Aldaz N34-181 y Av. Portugal Aircraft Servicing, Hotel and Transportation With Suppliers Of Aviation Fuel, Provision Of &EJlDJP5JUBOJVN** 0lDJOB 2VJUP&DVBEPS Arrangement, Catering Arrangement, Aircraft Catering Services. Tel: +593 2 2259 431 / 333 116 Security Arrangement and Fuel Coordination. Fax: +593 2 2439 850 SKYPORT a.s. Email: [email protected] CYPRUS Laglerove 1075/4, Prague 6, 161 00, Czech Republic Website: www.jethandling.com Tel: +420 224 304 111 4FSWJDFT-BOEJOH1FSNJUTBOE0WFSmJHIU1FSNJUT 2Serve Fax: +420 224 304 250 Fuel, Hotel Reservations, Catering, Security and Larnaca International Airport, Larnaca, Cyprus Email: [email protected] Transportation. Tel: +357 2484 7445 Website: www.skyport.cz Fax: +357 2464 3055 Services: Ground and Cargo Handling Services, Swissport Ecuador Email: [email protected] IATA Flight Ticket Sales Points. Jose Joaquin de Olmedo Airport Website: www.2-serve.com Guayaquil, Ecuador, 16055 Services: Passenger Handling, Ramp Supervision, Tel: +593 8 6256 978 Load Control, Operations & Station Co-Ordination, DENMARK Fax: +593 4 2590 260 Ext. 236 General Representation, Private/Corporate Email: [email protected] Handling and Cargo Services Aviator Denmark A/S Vestvej 4, 2770 Kastrup, Denmark Website: www.swissport.com $POUBDU0MF#SJOLTn"OEFSTFO .BOBHJOH%JSFDUPS Services: Airport and Ticketing Sales Desk, Arrival Abelair Aviation Email: [email protected] & Transfer Services, Baggage Services, Check-In -BSOBDB"JSQPSU 0GlDF/P Website: www.aviator.eu Services, Dedicated Passenger Services, Gate P.O Box 43013, 6650 Larnaca-Cyprus Services: Ramp Services, Passenger and Baggage and Departure Services, Lost and Found Services, Tel: +357 2400 8650 Handling, Load Control. Flight Operations and Crew Special Passenger and VIP Services, Load Control Fax: +357 2400 8652 Administration, Airport Lounges, Station Supervision, and Communications, Station Control, Station Email: [email protected] Crew Transportation, Ticketing and Lounge. Representation and Supervision, Aircraft Loading/ Website: www.abelair.com.cy Unloading, Baggage Sorting, GPU, Push-Back, Water 4FSWJDFT0CUBJOJOH0G4MPU"OE5SBGlD$MFBSBODFT and Toilet Services, Aircraft Servicing and Cleaning. Cargo Control, Aircraft Loading/Unloading/ Supervision/Cargo, Fuelling (Third Party), Catering (Third Party), Engineering Assistance (Third Party), SAS Ground Handling EGYPT Crew Accommodation and Transport. Box 150, Copenhagen Airport Aero Services Egypt 2770 Kastrup 17 Al Adeeb Aly Adham Street Tel: +45 3232 0000 LGS Handling Ltd Email: [email protected] Heliopolis Cairo, 11361 Egypt Larnaca International Airport Website: www.swissport.com Tel: 20 2 2267 0778 / 20 100 006 3096 P.O.Box 43004, 6650 Larnaca Fax: 20 2 2267 0778 Tel: +357 26 007267 Email: [email protected] Fax: +357 26 007263 Website: www.asegrp.aero Email: [email protected] Services: Global Flight Support, Passenger Website: www.lgshandling.com Handling, Ramp Supervision, Full Handling Services: Ramp Handling, Cargo Handling, Arrangement, Fuel Arrangement, In-Flight Service Passenger Handling, Services Crew WFS Denmark A/S Arrangements, Executive Flights Handling, Hotel Accommodation & Transfers Copenhagen Airport Accommodation & Transportation, Third Party Kystvejen, 32 Payments, Cargo Handling Arrangements. Swissport Cyprus 2116 Kastrup 0GlDF -BSOBDB*OUFSOBUJPOBM"JSQPSU Copenhagen Egyptian Aviation Services Company EAS P.O.Box 43016 , Larnaca 6650, Cyprus Tel: +45 3246 5020 Cairo International Airport, Terminal 1 Tel: +357 2400 8781 Fax: +45 3246 5001 EgyptAir Tower, Floor 6, 11776, Egypt Fax: +357 2400 8782 Email: [email protected] Tel: +20 2 2265 2403 / 2268 8732 Email: [email protected] Website: www.wfs.aero Fax: +20 2 2267 0925 / 2266 8777 Website: www.swissport.com Email: [email protected] Services: Baggage Services, Check-In Services, DOMINICAN REPUBLIC Website: www.eas-eg.com Dedicated Passenger Services, Gate and Services: Complete Ground Handling Services, Departure Services, Lost and Found Services, Mainly Passenger, Load Control and Ramp Special Passenger And VIP Services, Load Control Handling, Representation, Administration and Communications, Station Control, Station and Supervision, Communications and Flight Representation And Supervision, Aircraft Loading/ Operations, Catering and Cargo, Lost and Found, Unloading, Baggage Sorting, GPU, Push-Back, Menzies Aviation (Dominic Republic) Support Services. Water and Toilet Services and Aircraft Servicing Deposito #6, Terminal de Carga, and Cleaning. Las Americas Internacional Airport, www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 55 GROUND SERVICE PROVIDERS

Egypt Jet Aviation Groups, International Tourism, Holiday Charter Flights, FINLAND Airport Rd, Airport Area, Heliopolis, Cairo Government Personnel, Military Flights, Material Air Transportation, Cargo Flights. Airpro Ltd Landmark: Inside Cairo International Airport - Lentajantie 1 D, 3rd Floor Terminal 1 Top Aviation Tel: +358 20 708 000 Tel: +02 2290 0502 Fax: +358 20 708 2559 Fax: +02 2291 9599 Building 9 Square number 1153 &NBJMKBOOFIBUUVMB!BJSQSPl .BOBHJOH%JSFDUPS Email: [email protected] Masaken Sheraton, 8FCTJUFXXXBJSQSPl Website: www.eja.com.eg Heliopolis 11361 Services: Ground Handling, Security, Airport Services 4FSWJDFT0WFSmÆ JHIUBOE-BOEJOH1FSNJTTJPO Cairo Hotel Accommodation, Handling Services, Ramp Egypt Aviator Finland Equipment, Handling Assist, Crew and Passenger Tel: +20 2 267 8714 x111 Cargo Handling, Refuelling, VIP Services, Tourism 3BIUJLVKB 7"/5""n'JOMBOE Fax: +20 2 267 8711 Veijo Karosvou, Managing Director Services, Ambulance Flight Services, Loading and Email: [email protected] / 0GmPBEJOH)BOEMJOH$BSHP'MJHIUT Email: [email protected] [email protected] Website: www.aviator.eu Website: www.topaviation.com International Aviation Business Services: Representation & Admin, Ramp Services, Services: Representation, Administration and PAX Services, Support Services, Deicing, Load 12 Saraya Elguezira, 2nd Flr Supervision, Passenger Services, Ramp Services, Control, Comms & Op and Ticketing. PO Box 2387 Load Control, Communications and Flight Zamalek, Cairo-Egypt Operations, GSE Maintenance, Fuel Suppliers, Tel: +202 2 735 1303 Baggage Handling, Lost and Found, Cargo and Fax: +202 2 735 1301 Mail Services Support Services, Security, Aircraft Email: [email protected] Maintenance. ISS Aviation Oy Website: www.iab-group.aero Rahtitie 3 01531 Vantaa, Finland Services: Permits, Crew & Passengers Handling, Tiger Aviation Services (TAS) Tel: +358 505 735 374 Ramp Handling, Catering, Lost and Found, Hotel Sheraton buildings, Square 1164, bld. 7 &NBJMUPNJWJJUBOFO!JTTl Accommodation, Transfers, Fuel, Safety & Security Cairo, Egypt 8FCTJUFXXXJTTBWJBUJPOl and Maintenance. Stations: HEL, TKU, TMP, KUO, VAA, OUL Tel: +2 022 267 5547 Services: Full GH and other Airport Services. Fax: +2 022 267 8220 / 267 5548 Link Aero Trading Agency Email: [email protected] / 19 Ismail Mohamed St. [email protected] Northport Ltd Business Tower Nr.2, Website: www.tiger-aviation.net Helsinki-Vantaa Airport, 01053 Finnair, Finland Other Locations: Moscow, Paris Tel: +358 9 818 5706 'PVSUImPPS Services: Representation, Administration and Fax: +358 9 818 5351 P.O Box 203, Zamalek 11211, Supervision, Passenger Services, Ramp Services, &NBJMTBMFT!OPSUIQPSUl Cairo, Egypt Load Control, Communications and Flight 8FCTJUFXXXOPSUIQPSUl Tel: +202 2735 2025 Operations, Cargo and Mail Services, Support Services: Cabin Cleaning, Check-In, De-Icing, Fax: +202 2735 9309 Services, Security, Aircraft Maintenance. Lounge Services, Ramp Services, Ticketing. Website: www.linkagency.com Email: [email protected] Email: [email protected] Z-Aviation Services Swissport Finland Services: Passenger Handling, Ramp Supervision, 17 Mostafa Rafaat St, Block 1138 Teknikontie 7, P.O.Box 37, 01530 Vantaa, Finland Representation, Landing Permits, Over Flight Sheraton Heliopolis, Cairo Tel: +358 40 523 2322 / 50 562 6062 Rights, Slot Coordination, Hotel Reservations and Tel: +20 2 2268 7914 Fax: +358 9 773 1086 Transportation, Baggage Handling, Flight Dispatch, Fax: +20 2 2268 7908 Email: [email protected] Flight Planning, In-Flight Catering, Fuelling, Email: [email protected] Website: www.swissport.com Ticketing, VIP Services, Document Fraud Check, Website: www.zasair.com Services: Arrival & Transfer Services, Baggage Irregularity and Emergency Operations Support, Other Locations: North Sudan, South Sudan and UAE Servicers, Check-In Services, Dedicated Ambulance Flights Services, Military Aircraft Services: Ground Handling, Ramp and Cargo Passenger Services, Gate and Departure Services, Aircraft Line Maintenance, Aircraft )BOEMJOH -BOEJOHBOE0WFSmJHIU1FSNJUT;"4DBO Services, Lost & Found Services, Load Control Leasing, Security Services, Cargo Handling, Liaison provide Hotel accommodation through it’s sister and Communications, Station Control, Station With Tour Operators. company Z-Tours , Transportation through our Representation and Supervision, Aircraft Loading/ TJTUFSDPNQBOZ;-JNP *OmJHIUDBUFSJOH 'VFM Unloading, Baggage Sorting, De/Anti Icing, GPU, Push-Back, Water & Toilet Services, Aircraft National Aviation arrangements , Security Services , Ticketing , Slot Coordination , VIP Services , Government Flight Servicing and Cleaning. 110 ElNil Street Services , Military Flight Services , Ambulance Dokki, Giza Flight Services and Executive Flights. 12311 FRANCE Egypt. AVIAPARTNER SAS Tel: +2 02 3335 3400 / +2 02 3336 7757 ESTONIA Orlytech - Bâtiment 529, 4, Allée Hélène Fax: +2 02 3760 3939 Tallinn Airport GH Ltd Boucher, F-91325 Wissous Cedex, France Email: [email protected] Lennujaama 12, Tel: +33 1 74 22 14 93 Website: www.nationalaviationeg.com 11101 Tallinn, Estonia Email: [email protected] 4FSWJDFT-BOEJOH1FSNJTTJPO 0WFSmZ1FSNJTTJPO Tel: +372 605 8733 / 605 8421 Website: www.aviaprtner.aero 5SBGlD3JHIUT 7JTBT 3BNQ)BOEMJOH 1BTTFOHFS Stations: La Rochelle (LRH), Lille (LIL), Lyon (LYS), Handling, Luggage In/Out Dispatching, Aircraft Fax: +372 605 8319 Email: [email protected] Marseille (MRS), Nantes (NTE), Saint Nazaire Cleaning, Flight Plans, Weather Reports and (NTE), Nice (NCE), Strasbourg (SXB), Toulouse Communications. Website: www.groundhandling.ee Head of GSE Procurement: Mr Jarno Mand, Email: (TLS), Bordeaux (BOD) [email protected] Services: Flight Supervision: Slot Management, New Star Aviation Services Egypt Services: Ground Handling Services. Flight Plans, Loading Plans, Drawing Up Weight 6 A Gawad Hosni Street, Mohamed Farid Estimates and Weather Information Files P.O Box 327, - Service Coordination: Handling Loading And Cairo, Egypt EQUATORIAL GUINEA Unloading, Transferring and Sorting Baggage, Tel: +202 22694117 Aviation Handling Service (Guinea Ecuatorial) SA Passenger and Crew Transportation - Various Fax: +202 22664303 Aircraft Operations: Arrival/Departure Guidance, Menzies Aviation Partner Help With Aircraft Placing, Fuelling, Help With Website: www.nsas-aviation.com Aeropuerto Int’l de Malabo Email: [email protected] Starting (ASU, GPU), Interfacing With The Caterer Email: [email protected] 2073 GECOTEL and The Fueller, Water Supplies, Cabin Cleaning, Services: Passenger handling, Ramp supervision, Bioko Norte, Malabo De-icing (Paris-Orly), Transporting Cargo and Mail 3FQSFTFOUBUJPO MBOEJOHQFSNJUT 0WFSmJHIU Equatorial Guinea From Warehouses rights, slot coordination, Hotel reservations and Tel: +2 40 33 309 1478 Ext. 1057 transportation, Baggage handling, Flight dispatch, Fax: +2 40 33 309 9338 Alyzia 'MJHIUQMBOOJOH *OmJHIUDBUFSJOH 'VFMMJOH Website: www1.ahs-group.com Avenue Charles de Gaulle, 95700 Roissy-en-France Ticketing, VIP services, Document fraud check, Services: Aircraft Pushback/Towing, Cabin Cleaning, France Irregularity and emergency operations support, Check-In, De-Icing, Ground Power Supply, Load Control/ Tel: +33 1 74 37 75 69 Ambulance Weight Balance, Loading/Unloading, Passenger Fax: +33 1 48 62 57 67 Bussing, Ticketing, Toilet and Water Services. Email: [email protected]/[email protected] Spot Air Website: www.alyzia.com 1180 Ministers Square, FIJI Services: Passengers Services, Baggage Handling, Block 16, Load Control & Dispatch, Aircraft Handling, Crew Air Terminal Services Ltd Handling Sheraton Heliopolis, Cruickshank Road Cairo (Egypt address) Nadi Airport, Fiji Islands Argos VIP Private Handling S.r.l. Tel: +202 2266 8840 Tel: +679 672 2777 Fax: +202 2266 7100 Fax: +679 672 0442 Via Appia Nuova 1605 &NBJMJOGP!mZTQPUBJSDPN Email: [email protected] (Manager Cargo & Ramp 00043 Ciampino Intl Airport 8FCTJUFXXXmZTQPUBJSDPN Services) Tel: +39 06 7934 1396 Other Locations: 40 Berliner Allee, 30175, Website: www.ats.com.fj Fax: +39 06 7184 658 Hannover (Germany address) Services: Fix Based Operations (FBO), Cargo Email: [email protected] / [email protected] 5 Jupiter House, Calleva Park, Aldermaston, Sales, In-Flight Catering, Passenger and Baggage Website: www.argosvph.com Reading, Berkshire. (UK address) Handling, Cargo and Ramp Services, Engineering & Services: Short Time Permits, Over-Flight, Visas Services: Executive Groups, Incentive Flights, Special Maintenance, Cabin Services and Background Support. and Customs, Catering, Ground Operations, Crew Services, Charter Services, Jet Fuel.

56 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

Groupe Europe Handling Services: Passenger Services, Operations and Cargo Zone 4 , 3, rue du Té Load Control, Ramp Services, Lost & Found, Cargo, 93290 Tremblay-en-France Executive Aviation, Ticket Sales, Air Bridge and Off Tel: +33 14 816 1722 Airport Services. Fax: +33 14 816 1716 Fraport AG Email: [email protected] Frankfurt Airport Services Worldwide Website: www.groupe-europe-handling.fr 60547 Frankfurt am Main Services: Aircraft Washing/Refuelling, Crew Tel: +49 69 6900 Transport, Cabin Cleaning, Baggage Handling. Email: [email protected] Website: www.fraport.de www.frankfurt-airport.de Paris Vatry Airport aerogate München Gesellschaft für Services: A Complete Range Of Ground Services, B.P. 80005, Chalons-en-Champagne Luftverkehrsabfertigung mbH Passenger Handling, Ramp Handling, 51555 France P.O. Box 23 15 33, 85324 Munich Airport Flight & Ground Operations, Cargo Services, Tel: +33 3 26 64 82 25 Germany Infrastructure Services, Executive Aviation. Fax: +33 3 26 64 82 11 Tel: +49 89 9752 1001 / 9752 1004 Email: [email protected] (CEO) Fax: +49 89 9752 1006 Flughafen Düsseldorf Ground Handling GmbH Website: www.parisvantry.com Email: [email protected] P.O. Box 300353 Services: Ramp, Cargo, Customs, Aircraft Noise Website: www.munich-airport.de/aerogate 40403 Düsseldorf Level, Fire Service, Palletization/Depallaetization, Email: [email protected] Services: Ticketing, Operations, Arrival Services, Germany. Special Handling, Bondage Storage, X-Ray and Ras Tel: +49 2 114 215 2002 Cargo Security Technology. Training, Flight Preparation, DCS Support and Passenger Services. Fax: +49 2 114 215 2005 Email: [email protected] SATAB Handling Website: www.groundhandling-dus.de "¡SPQPSUEF#BTUJB #1 n-6$$*"/" Services: Baggage Handling, Ramp Handling, Tel: +33 495 54 54 11 Passenger Handling, Operations, Aircraft De-Icing Fax: +33 495 54 55 30 and Special Services. Email: [email protected] AHS Handling Services Website: www.satab.aero Airport Plaza, Haus D , Ebene 4 Services: Airport Representation, Load Control/Weight Airport Terminal 1, D-22335 Hamburg Balance, Passenger Handling, Passenger Services, Tel: +49 40 5075 2093 Ramp Services, Representation and Security. Email: [email protected] (station manager) Website: www.ahs-de.com Fraport Ground Services Servair France Services: Passenger Services, Operations, Ramp 60547 Frankfurt / Main, Germany Immeuble Altaï Services, Lost & Found IATA Ticketing, VIP Service, Tel: +49 69 690 71101 3PJTTZQ¬MF0VFTUn SVFEF3PNFn#1 Porter Services and CTS Helpdesk. Email: [email protected] (Senior Vice President 95726 Roissy Charles de Gaulle Cedex Ramp and Passenger Services.) Tel: +1 48 64 85 85 AirPart Website: www.fraport-groundservicess.com Fax: +1 48 64 85 00 Flughafenstraße 100, 90411 Nürnberg, Germany Services: Ground Handling: Ramp and Transport Email: [email protected] Tel: +49 911 937 1278 Services, Passenger Services and Cargo Services. Website: www.servair.fr Email: [email protected] Services: Airline Catering, Airport Assistance Website: www.airpart.de Services, Cabin Cleaning, Press Handling, Airport Services: Passenger Services, Ramp Services: Fraport Cargo Services. Lounge Management, In-Flight Duty Free Sales, Loading and Unloading, Passenger Transport, Crew Alles geht. Airport Services Training, Consulting Services. Transport, PRM-Special Service, Baggage Handling, Freight Transport, Aircraft Cleaning, Water and Fraport Cargo Services GmbH Swissport France Wastewater Service, Push-Out/Towing, Aircraft De- Icing. Cargo Service and General Aviation. CargoCity South, Bldg. 532 26-28 rue des voyelles, Zone de Fret 4 / 60549 Frankfurt/Main, Germany Batiment 3520a, BP 51441 Roissy en France, Tel: +49 69 690 70133 95944 Roissy CDG CEDEX, FRANCE Airport Bremen Fax: +49 69 690 59162 Tel: +41 22 799 23 00 Flughafenallee 20, 28199 Bremen, Germany Email: [email protected] Fax: +41 22 799 3167 Tel: +49 421 5595 0 Website: www.fcs.wfs.aero Email: [email protected] Fax: +49 421 5595 341 4FSWJDFT)BOEMJOHPGVOEFlOFEFYQPSU Website: www.swissport.com Email: [email protected] VOEFlOFEJNQPSUBOEUSBOTGFSGSFJHIU QIZTJDBMMZ Services: Bonded Warehousing, Cargo and Mail Website: www.airport-bremen.de as well as preparation of documentation Handling, Full Export and Import Document Complete handling of special freight such as Handling, ULD Control and Management, Trucking, Aviapartner GmbH VOEFlOFEEBOHFSPVTHPPET VOEFlOFEFYQSFTTBOE $BSHP4DSFFOJOH #BDL0GlDF4VQQPSUBOE3FBEZ Airport Frankfurt, CargoCity Süd - Geb. 543, DPVSJFSGSFJHIU VOEFlOFEQFSJTIBCMFHPPET BOJNBMT For Carriage Service. D-60549 Frankfurt VOEFlOFEBJSNBJM WBMVBCMFGSFJHIU DPMETUPSBHF Germany HPPET QIBSNBDFVUJDBMT VOEFlOFE$PNNJTTJPOJOH Email: [email protected] and deconsolidation services Website: www.aviapartner.aero Stations: Düsseldorf (DUS), Hannover (HAJ) GAS – German Aviation Service GmbH Services: Passenger Handling Services and Ramp P.O. Box 980146, 51129 Cologne, Germany WFS EUROPE Handling Services. Phone: +49 2203 955 1550 6, rue du Pavé Zone de Fret 6 Fax: +49 2203 955 1555 BP 11546 95709 Roissy CDG, FRANCE Website: www.germanaviation.com Tel: +33 1 70 76 00 00 Email: [email protected] Fax: +33 1 70 76 00 40 Services: Handling Services: Passenger and Crew Website: www.wfs.aero Transportation, Meet and Greet, Immigration Services: Cargo, Ramp, Passenger, Baggage Assistance, De-Icing, GPU, Lavatory and Water, Handling Cargogate Flughafen München Gesellschaft für #BHHBHF)BOEMJOH 'MJHIU#SJFlOHT"OE$VTUPNT Airport Locations: Since the company’s founding & Immigration. Catering, Landing Permits and Luftverkehrsabfertigung mbH Airport Slots, FBO and Lounge Facilities. in 1983, WFS has established itself as a leader P.O. Box 23 18 35, 85327 Munich-Airport, Germany throughout the Aviation Community by providing Tel: +49 89 975 92000 a broad array of quality and reliable Ground Fax: +49 89 975 92006 GlobeGround Berlin GmbH & Co. KG 4FSWJDFT8'4IBTmPVSJTIFEJOTDPQFBOE Email: [email protected] Postfach 970263, 12702 Berlin, Schönefeld presence and now services over 107 of the world’s Website: www.munich-airport.de/cargogate Tel: +49 30 8875 6912 / +49 30 6091 8235 major airports. Services: Cargo Warehouse and Document Handling Fax: +49 30 6091 8239 Website: www.globeground-berlin.com Email: [email protected] GEORGIA Celebi CargoCargo Gmbh Services: We Are Able To Offer A Complete AFS GROUND HANDLING LTD BuildingBuilding 579579 Ground-Handling Service Package. Passenger Tbilisi International Airport, Georgia 60549 Frankfurt am Main,Main, Services, VIP Services, Ramp Services, Flight Tel: +995 322 948161 / 433146 GermanyGermany Operations, Training & Consulting and Special Fax: +995 32 2948796 Tel:Tel: +90+90 212166 666 66 85 Services. &NBJMPGlDF!BGTHIDPNHF FFax:ax: ++9090 212166 630 36 30 Website: www.afsgh.com.ge Email: [email protected]@celebi.com Havas GermanyGermany Services: Ground Handling, Cargo Handling, Crew & Website: www.celebicarwww.celebicargo.dego.de FlughafenFlughafen FrankfurtFrankfurt Main HBK 115, TerminalTerminal 2, PAX Services, VIP Lounges, Weather and NOTAMS. Services: General carcargogo handlinhandling,g, SSpecialpecial carcargogo Gebäude 152, 60547 Frankfurt, GermanyGermany handlinhandling,g, ExExpresspress carcargogo handlinhandling,g, WarehousinWarehousing,g, Tel: +49 (0)69 6902788069027880 CarCargogo transportation,transportation, Truck handlinhandling,g, Door EEmail:mail: [email protected]@havas.net GERMANY delivery, Customs services, WeightWeight & volumetric WWebsite:ebsite: wwwwww.havas.net.havas.net Acciona Airport Services, Frankfurt GmbH checks, Ground handlinghandling integration,integration, RamRampp Services: Representation,Representation, AAdministrationdministration sservices,ervices, PassengerPassenger services, Security, OOperationperation & SuSupervision,pervision, PassenPassengerger Services, SSpecialpecial Frankfurt Airport, Terminal 2E, Room 149.5193 sservices,ervices, Fuel supplies,supplies, ULD Control.Control. P.O. Box 150 / 071, D-60549 Frankfurt PPassengerassenger Assistance, Load Control & FlightFlight GERMANY OpOperations,erations, Lost & Found, AirAirportport TicketingTicketing Tel: +49 69 690 24964 Fax: +49 69 690 59274 Email: [email protected] Website: www.acciona-aiportservices.com

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 57 GROUND SERVICE PROVIDERS

Jettainer GmbH (ATH), Alexandroupouli (AXD), Corfu (CFU), Chania Am Prime Parc 17, D-65479 Raunheim (CHQ), Kefalonia (EFL), Araxos (GPA), Iraklio Tel: +49 6142 1770 0 (HER), Ioannina (IOA), Ikaria (JIK), Chios (JKH), Fax: +49 6142 1770 420 Kalimnos (JKL), Mikonos (JMK), Naxos (JNX), Sitia Email: [email protected] WFS Germany (JSH), Skiathos (JSI), Syros (JSY), Santorini (JTR), Website: www.jettainer.com Cargo City Sud Geb 556, 60549 Frankfurt Airport Astipalaia (JTY), Kos (KGS), Kithira (KIT), Kalamata Services: ULD Supply Chain and Management (KLX), Kasos (KSJ), Kastoria (KSO), Kavala (KVA), Germany Kozani (KZI), Kastelorizo (KZS), Leros (LRS), Tel: +49 69 5968 190 Limnos (LXS), Mitilini (MJT), Milos (MLO), Preveza LoschÆ Airport Service GmbH Fax: +49 69 5968 199 (PVK), Rhodes (RHO), Thessaloniki (SKG), Samos PO Box 23 02 70, 70622 Stuttgart, Germany Website: www.wfs.aero (SMI), Anhialos (VOL) and Zakinthos (ZTH) Tel: +49 711 990 8830 Services: Cargo Handling, Ground Handling, Baggage, Services: Passenger and Aircraft Handling, Executive Fax: +49 711 990 8835 Ramp and Passenger Services. Technical Services. Aviation Handling, PRM Services, Airport Lounge, Email: [email protected] $BSHP)BOEMJOH "JSQPSU5JDLFU0GlDF4FSWJDF "JSTJEF Website: www.loschairportservice.de Catering Transportation Service, Administration and Services: Loading and Unloading, Toilet and Water, GHANA Representation, SLOT Support/Monitoring and Flight Baggage Transport, Ground Transport, Aircraft Aviance Ghana Support Operations 24/7, Aircraft Deep Cleaning and Crew Operation Support, Start-Up Assistance, Services, Catering And Fuel Arrangements. Passenger Services, Pre-Flight Support and De- Kotoka International Airport, Accra, Ghana Icing and Anti-Icing Services. Tel: +233 302 778 025 Fax: +233 302 778 024 Swissport Hellas Sud Email: [email protected] Athens International Airport, Eleftherios LSG skychef Website: www.avianceghana.com Website: www.lsgskychefs.com Venizelos, Building 12, GR - 19019 Spata Services: Representation, Administration and Tel: +30 210 353 7088 Supervision, Passenger Handling, Cargo Handling, Fax: +30 210 353 7821 Lufthansa Airport Services Dresden GmbH Cargo Tracker, Ramp Services, Load Control, Email: [email protected] Wilhelmine-Reichard, Ring 1 in Dresden, Klotzsche Communications and Flight Operations, Cargo & Website: www.swissport.com Phone: +49 711/ 990 88 30 Mail Services, Support Services & Security Services: Airport Ticketing Sales Desk, Arrival and Fax: +49 711/ 990 88 35 Transfer Services, Baggage Services, Check-In Email: [email protected] Aviation Handling Services Ghana Ltd Services, Dedicated Passenger Services, Gate and Website: www.airport-services-dresden.com Yakeima Square, Dzorwulu, Accra Departure, Lost and Found, Special Passenger Services: Passenger Services, Aircraft Handling, Tel: +(0) 302 767 467 and VIP, Load Control Communications, Station Flight Operation, Ramp Services, Business & VIP Services: Transportation, Distribution, Cargo and Control, Station Representation and Supervision, Charter, Ticketing, Lost And Found, Special Services. Handling. Aircraft Loading/Unloading, Baggage Sorting, Anti/De-Icing, GPU, Push-Back, Water & Toilet LUG - Air Cargo Handling Services, Aircraft Servicing and Cleaning, Baggage CargoCity Sued, Geb. 537, 60549 Frankfurt, GREECE %FMJWFSZ -PVOHF4FSWJDFT 5SBGlD3JHIUTBOE4MPUT Germany Athens Aviation Signature SA Management & Support. Tel.: +49 69 69 819 0 Athens International Airport, 80079 El. Fax.: +49 69 69 819 211 Venizelos, Athens, 19019 GRENADA Email: [email protected] Tel: +30 210 353 3717 Website: www.lug-fra.de Fax: +30 210 353 2407 Aviation Services of Grenada Ltd Stations: Frankfurt (FRA), Munich(MUC) &NBJMBUI!TJHOBUVSFmJHIUHS P.O. Box 1613., Grand Anse., St. George’s Services: Cargo and Mail handling, special 8FCTJUFXXXTJHOBUVSFmJHIUDPN Tel: +473 439 0681/2 services Services: Fuelling, Domestic & International Fax: +473 439 0728 Handling for all Aircraft Types, Technical, Handling Email: [email protected] N*Ice Aircraft Services and Support GmbH "5$'MJHIU1MBOT 1BSLJOH1FSNJTTJPOTBOE5SBGlD Website: www.mbiagrenada.com Rights, Ground Slot Co-Ordination for Commercial, Services: Passenger Check-In, Cargo & Baggage Frankfurt Airport Center 1, Hugo-Eckener-Ring, Cargo - ADHOC or Flight Series, V.I.P. Passenger Handling, Ramp Handling and Ground Support 60549 Frankfurt am Main, Germany Lounge, VIP Passenger & Crew Assistance, VIP Equipment. Tel: +49 69 690-21596 Passengers Meet & Greet Services, VIP Passenger Fax: +49 69 690-59422 & Crew Services, Handling And Fuelling, Email: [email protected] GUATEMALA Website: www.nice-services.aero Servicios Aeros Guatemalatecos (SAG) SA Services: Provision and Operation Of Aircraft De- Goldair Handling Icing Infrastructure, Aircraft De-Icing at Frankfurt Athens International Airport “El. Venizelos” 16 Calle 7-06, Zona 14., Guatemala City 01014 Airport, Training of De-Icing Personnel and #VJMEJOH TUmPPS 4QBUB (SFFDF Tel: +502 2 362 1062 Consulting on Aircraft De-Icing. Tel: +30 210 354 3000 Fax: +502 2 333 3661 Fax: +30 210 354 3750 Email: [email protected] Website: www.sag.com.gt Sky Care Aviation Services GmbH Email: [email protected] Website: www.goldair-handling.com Services: Ramp Services, Passenger Services, Flughafen Frankfurt HBK 090 Services: Supervision/Administration/Load Operations, On Line Airship Maintenance, 60549 Frankfurt/Main, Germany Control, Passenger Handling, Lounge, Baggage Hangar Airship Maintenance, Airship Washing, Tel: +49 178 759 2273 Handling (Loading/Unloading/Sorting), Cargo Cargo Handling, Catering, Fuel, Hotels, Land Fax: +49 615 166 2342 and Mail Transportation and Warehouse, Ramp Transportation, Tour Operator. Email: [email protected] Handling, Aircraft Services (Cleaning and De-icing) Website: www.skycare-fra.com and VIP Services. Services: Airport Representation, Cabin Cleaning, GUINEA Check-In, Exterior Aircraft Washing, Load Control/ Weight Balance, Lounge Services, Representation, 4MPU$PPSEJOBUJPO 5JDLFUJOHBOE5SBGlD3JHIUT Interservice SA VG Cargo Athens 19400, Greece Building 860 Hahn Airport, Germany Tel: +30 2130 188 100 Tel: +49 65 43 50 9898 Fax: +30 2130 188 105 Fax: +49 65 43 50 9886 Email: [email protected] Astra Aviation Email: [email protected] Website: www.interservice.gr Email: [email protected] Website: www.vgcargo.de Services: PAX Handling, Cargo Handling, Website: www.astra-aviation.com Services: Representation, Administration and VIP Handling, Ramp Handling, Load Control, Locations: Cote D’Ivoire Supervision, Cargo And Mail Services, Support Representation and Fuel Supply. Services: Aircraft Charter, Aircraft Flight Support Services and Supervision for Executive Aircraft and Pandair Airline Handling Services SA Ambulance Flights, Aircraft Fuel Supply, Catering 379 Syngrou Ave., Athens 17564, Greece and GHA Services Arranged and Permits Applied Tel: +30 210 942 6809 For, Airport Management and Representation Fax: +30 210 942 8579 For Passenger and Cargo Airlines “Astra Visitor Wisag Ground Service Holding Email: [email protected] Services” That Can Include Hotel Booking, Airport Herriotstraße 3, 60528 Frankfurt am Main Website: www.panair.gr Meet & Greet and Private Transport Services, Germany Services: General Aviation, Safety and Security, Personal Protection Services, Local Tours, Tel: (+49 69) 505044-242 Training, Passports Screening, Aircraft Guarding, Aviation Company Representation Services, Fax: (+49 69) 505044-152 Catering, Baggage Transportation, Cargo, Security Aviation Consultancy, Aviation Safety, Security Website: www.aviation.wisag.de Audits, Cruise-Flights Security, Safety, Flight and Handling Products and Equipment, Aviation Services: Ground handling services from a single Planning, Weather Charts, Slot Management, Security Services, Cargo and Passenger GSA Flight Watch, Load Control, Communication, Services, Industrial Safety Wear. source: Airport Services: Cabin cleaning, cabin Crew Administration, Catering Services, Fuelling replenishment, technical services, provisioning, Services, Facilities and Equipment. transport services; Ground Services: Aircraft HAITI loading & unloading, push-back services, de-icing, business aviation, operations; Passenger Services: Skyserve Handling Services SA HAT Enterprises SA Passenger boarding, ticketing, lost & found, VIP & Athens International Airport, Building 23 (Cargo) Rue Pavée N. 69, Port-au-Prince, Haiti MPVOHFTFSWJDFT mJHIUPQFSBUJPOTFSWJDFT$BSHP 19019, Spata, Attiki Tel: +2813 0402 Services: Warehouse handling, storage & material Tel: +30 210 356 4309 / 356 4310 Email: [email protected] planning, overnight mail handling, trucking, freight Fax: +30 210 356 4576 Website: www.hatentreprises.com documents; Airport Personnel Services: temporary Email: [email protected] Services: Representation Services, Passenger staff for aircraft cleaning, aircraft handling, Website: www.skyserv.aero Handling, Ground Handling, Cargo Handling, USBOTQPSUTFSWJDFT GSFJHIUIBOEMJOHBOEPGlDFXPSL Airport Locations: Karpathos (AOK), Athens Baggage Handling, Logistics & Administrative, Warehousing, Human Resources.

58 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

HONG KONG ICELAND at Airports, Interline Negotiations, Arranging Hong Kong Airport Services Ltd (HAS) Airport Associates Inbound and Outbound Tours, Publicity, Foreign 4/F, Dragonair House, 11 Tung Fai Road, P.O.BOX 40 Exchange, Leasing and Financing, Software Hong Kong International Airport Building 10 - IS-232 Solutions & Ground Handling. Lantau, Hong Kong ,FmBWJL*OUM"JSQPSU Tel: +852 2928 0188 Iceland NationalNational AviationAviation ServServicesices Fax: +852 2928 0141 Tel: +354 420 0700 / 709 NAS AviationAviation Services InIndiadia PvPvtt LLtdtd Email: [email protected] Fax: +354 420 0717 903-905, A-Wing, Sagar TechTech Plaza,Plaza, AndheriAndheri Website: www.has.com.hk Email: [email protected] (Manager Kurla road, Mumbai 400072400072 Services: Aircraft Handling, Baggage Services, Ramp Services) [email protected] AndheriAndheri (E(E)) Cargo Services, Flight Dispatch, Load Control, Website: www.airportassociates.com IndiaIndia Passenger Services, Service Control, Ticketing and Services: Passenger Services, Ramp Services: Tel:Tel: 91 022 4070 9999 Transport Services. Air Starter and Ground Power Units, Baggage WeWebsite:bsite: www.nascorporawww.nascorporate.comte.com Handling, Catering Handling, Cleaning, De-Icing, Services: Representation,Representation, AAdministrationdministration andand Jardine Airport Services Limited Lavatory Service, Liaison with Fuel Suppliers, Supervision, Passenger ServiceServicess Jardine Air Terminal Services Limited Push-Back and Towing, Steps and Air Bridge & LLoadoad Control,Control, CommunicaCommunicationstions andand FlightFlight 4/F, CNAC House, 12 Tung Fai Road, Water Service. Cargo Services, Load Control, OOperations,perations, Security.Security. Executive Aircraft, Catering, Bonded Store and Hong Kong International Airport, Military Aircraft Services. Lantau, Hong Kong SAJ FLIGHT SERVICES PRIVATE LIMITED Telelephone: +852 2216 2200 No. 8-A, G.S.T Road, Fax: +852 2764 9734 IGS Ground Services Alandur, Email: [email protected] ,FmBW¥L*OUFSOBUJPOBM"JSQPSU Chennai - 600 016, Website: www.jasg.com Southern Peninsula, 235, Iceland India Services: Passenger Services, Operations Control, Tel: +354 4250 200 / 230 Tel: +91 44 2232 6320 / 21 Cargo Services, Ramp Services Fax: +354 4250 235 Fax: +91 44 2232 6322 Airline Customers: http://www.jasg.com/eng/ Email: [email protected] Email: [email protected] customer-airlines.aspx Website: www.igs.is Services: Ground Handling Services, Fuel, Cargo, 8FCTJUFXXXTBKmJHIUDPN Hong Kong Air Cargo Terminals Limited Passenger Handling and Aircraft Handling. ' /PSUI0GlDF#MPDL 4VQFS5FSNJOBM INDONESIA Hong Kong International Airport, China INDIA JAS Airport Services Tel: +852 2753 2333 Menara Cardig, Jl. Raya Protokol, Fax: +852 2753 2156 Halim Perdanakusuma Email: [email protected] Jakarta 13650 Website: www.hactl.com Services: Cargo Handling, Freighter Ramp Indonesia Handling, Documentation Handling and Crew Aviaxpert (P) Limited Tel: +62 21 8088 3388 Transportation. Fax: +62 21 8088 5065 A-253/2, Road No.5 Email: [email protected] Mahipalpur Extn, New Delhi 110037, India Website: www.ptjas.co.id SATS HK Ltd Tel: +91 11 4677 8888 Services: Aircraft Maintenance, Ramp Handling, "JSQPSU#PVMFWBSE 4"54*OmJHIU$BUFSJOH Website: www.aviaxpert.net Ramp Services and Passenger Services. Centre 1, Singapore 819659 Services: Comprehensive Ground Handling Tel: +852 2116 8788 Services : Passenger Handling, Ramp Handling, PT Gapura Angkasa Fax: +852 2116 0292 Baggage Handling, VIP Services, detailing of Email: info_enquiry@sats.com.sg aircraft (interior & exterior cleaning of aircrafts), (FEVOH%"1&/3" mPPST Website: www.sats.com.sg Supervision at airports, GSE Maintenance. Jl. Angkasa, Blok B-12 Kav 8. Kota Baru Bandar Services: Ramp Handling, Baggage Handling And GSE rentals - All-India basis Kemayoran Load Control. Jakarta 10610, Indonesia Tel: +62 21 6545411 Fax: +62 21 6541878 / 6545408 Email: [email protected] Website: www.gapura.co.id Bird Worldwide Flight Services India Pvt. Ltd., Stations: Our Major : CGK, DPS Branches: SUB, KNO, UPG, BPN and all over Worldwide Flight Services - E-9, Connaught House, Connaught Place Indonesia Asia Paciﬁ c & Middle East /FX%FMIJn*OEJB Services: Full Handling ( Ramp & Passenger Worldwide House 1501A Telephone: +91 11 395 55562 Services), Cargo & Warehousing, Aviation Security 19 Des Voeux Road Central, Hong Kong. Email: [email protected] Tel: +852 2801 2900 / 2261 2727 Website: www.bird.in / www.wfs.aero Fax: +852 2802 8522 Services: Passenger Services, Ramp Handling, IRAN &NBJMJOGP!XPSMEXJEFmJHIUDPNIL Operations, Load Control, Meet & Greet Service, IranAir 8FCTJUFXXXXPSMEXJEFmJHIUDPNIL at Delhi (DEL), Mumbai (BOM) and Cochin (COK) Iranair H.Q Services: Baggage Handling System, Fuelling, Passenger Services Operations, Expo Concierge. Mehrabad Airport CelebiCelebi GrounGroundd HanHandlingdling Delhi P.O.Box 13185-775 Room No: 23, ImportImport BuiBuildinglding 3, Cargo TerminalTerminal Tel: +98 21 4662 4528 / +98 21 4662 4500 HUNGARY IndiraIndira GandhiGandhi InternationalInternational AirporAirportt Fax: +98 21 4662 8447 / +98 21 4662 8444 CelebiCelebi GrounGroundd HanHandlingdling LtLtdd New DelhiDelhi - 110037, INDIINDIAA Email: [email protected] / [email protected] Tel:Tel: +91 11 4763 0900 Website: www.iranair.com 1185 Budapestp Liszt Ferenc International Airport FFax:ax: ++9191 11 47476363 0999 Services: Passenger Handling, Cargo Services, Tel:Tel: +36 70 296 00000000 EmaiEmail:l: info@info@[email protected]@celeb.in Ramp Control, Load Control, Contract Unit, Safety Fax: ++3636 1 296 55913913 WeWebsite:bsite: www.cewww.celebi.comlebi.com and Quality, Work Scope and Contractual Parties. Email: [email protected]@celebiaviation.hu SServices:ervices: Ground HandlinHandlingg Services and CarCargogo WebsWebsite:ite: wwwwww.celebi.hu.celebi.hu WWarehousearehouse SeServicesrvices Services: Ground Handling Services, Passenger Saﬁ ran Airport Services aandnd CarCargogo Services. Valie Asr Ave., 36 Esfandyar Blvd Cambata Aviation Tehran, Iran-1968653953 Farnair Handling Kft Delhi International Airport Tel: +98 21 88 650 643 / +98 21 88 650 638 Line Maintenance Block A., Terminal 2. Fax: +98 21 88 650 626 Liszt Ferenc Airport 56/c &NBJMPQT!TBlSBOBTDPNSPIBN!TBlSBOBTDPN H-1185 Budapest, Hungary New Delhi 110037, India Tel: +011 2565 4465 / 5371 / 5696 8FCTJUFXXXTBlSBOBTDPN Tel: +36 1 296 7008 Services: Aircraft Ramp Handling, Passenger Fax: +36 1 700 4549 Email: [email protected] Website: www.cambataavia.com Services, Cargo Ramp & W/H Services, Additional Email: [email protected] Aircraft Security, Customs and Immigration Website: www.farnair.com Services: Passenger Handling, Ramp Services, Load Control, Dispatch, Flight Operations, Cargo Clearance, Crew Visa Assistance, Hotel and Services: Ramp Handling, Aircraft Towing, GPU, Local Transportation to and from the Airport, Crew Transportation, Road Transportation, Dry & Freight Services, Warehouse Operations, VIP & GSE Maintenance. Ground Ambulance When Required, Catering Wash of Aircraft, Internal Cleaning, Hangar Arrangements & Flight Plans. Storage and Technical Handling. Global Aviation Services 6th Floor, N.K.M. International House, Saman Air Services Malév Ground Handling Ltd. Front of Mahan Air Tower Budapest Liszt Ferenc International Airport Babubhai M.Chinnai Marg, 178, Backbay Reclamation, Azadegan St, Karaj Highway Hungary Teharn 14816555761 Tel: +36 70 669 7612 Mumbai - 400 020 Tel: +98 21 4838 4187 Fax: +36 1 296 8207 Tel: +91 22 6620 5600 Fax: +98 21 4838 2644 Email: [email protected] Fax: +91 22 2282 9004 E-mail: [email protected] Website: www.malev.hu/groundhandling E-mail: [email protected] Website: www.saman.aero Services: Aircraft Handling, Passenger Handling, Website: www.globalaviationindia.com Stations: TBZ, THR, Iman Khomeini, Hamedan, Lounge & VIP Services, De-Icing and Station Isfahan, Ahvaz, Mashhad, Kerman, Bandar Abbas Management. Services: Sales and Marketing, Passenger & Cargo Handling, Revenue Accounting, Supervision Services: Airport services, Passenger/Ramp. Safety and Training

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 59 GROUND SERVICE PROVIDERS

IRELAND Airport Handling SpA 21019 Aeroporto Milano Malpensa 2, Italy Servisair/Swissport Ireland Tel: 0039 0274863515 Room 18, Terminal 1, Dublin Airport, Dublin Website: www.airporthandling.eu Ireland e-mail: [email protected] WFS c/o SFS Italy Tel: +353 1 812 5767 CP 65 Malpensa Airport, Fax: +353 1 844 4839 ALHA group Email: [email protected] Cargo City, (station manager) 7JBEJ(POlFOUJ D1SBUP *UBMZ Tower E 3rd Floor” 21010 Website:Æ www.swissport.com Tel: +39 0574 51741 Malpensa Services: Airport Ticketing Sales Desk, Arrival Fax: +39 0574 517420 Tel: +39 02 74 86 76 33 and Transfer Services, Baggage Services, Check- Email: [email protected] Email: [email protected] in Services, Dedicated Passenger Services, Gate Services: Cargo handling, security, trucking and Departure Services, Lost and Found Services, Special Passenger and VIP Services, Load Control Airlines Representative Europe IVORY COAST and Communications, Station Representation and Via Napoli, 15, Ciampino Roma, Italy Supervision, Aircraft Loading/Unloading, Baggage Tel: +39 06 796 4609 / 095 2279 801 Sorting, GPU, Push-back, Water & Toilet Services, Fax: +39 095 2279 802 ACU, ASU. Email: [email protected] / [email protected] Sky Handling Partner Website: www.aregroup.com Services: Ground Support Services, Dedicated Horizon House, Unit 4, Corballis Park Agents, Management of Handling, Parking & PPR Dublin Airport Requests, Catering Arrangements, Crew and Astra Aviation Tel: +353 1 8080 300 Passenger Transportations, Crew and Passenger Felix Houphouet Boigny International Fax: +353 1 8080 399 Hotel Reservations. Abidjan Email: [email protected] Email: [email protected] Website: www.skyhandlingpartner.ie Alisud Website: www.astra-aviation.com Services: Baggage Handling, Check-In, Boarding, Services: Aircraft Charter, Aircraft Flight Support Baggage Tracing, Ticket Desk, Toilet and Water Ciampino Airport, Rome, Italy and Supervision for Executive Aircraft and Services, Coaching, Crew Bus, Push Back & Tel: +39 06 6595 9514 Ambulance Flights, Aircraft Fuel Supply, Catering Towing, Air Start, De-Icing, Weight & Balance and Fax: +39 06 6569 9516 and GHA Services Arranged and Permits applied Operations. Email: [email protected] for, Airport Management and Representation Website: www.alisud.com For Passenger and Cargo Airlines “Astra Visitor Services: Passenger Services, Ramp Services, Load Services” that can include Hotel Booking, Airport Control and Flight Operations. Meet and Greet & Private Transport Services, Personal Protection Services, Local Tours, ATA Italia s.r.l. Aviation Company Representation Services, WFS Lungotevere Aventino, Aviation Consultancy, Aviation Safety, Security 8 International House Dublin Airport 5 00153 Roma, Italy and Handling Products and Equipment, Aviation Dublin Tel: +39 270 2051/ +39 02 7020 5218 Security Services, Cargo and Passenger GSA Tel: +353 18 08 09 05 Fax: +39 270 205 210 / 39 02 7020 5210 Services, Industrial Safety Wear. Email: [email protected] Email: [email protected] / operations@ata- Website: www.wfs.aero airport.it / [email protected] Website: www.atahandling.it / www.ata-airport.it.com JAMAICA Airport Locations: Catania (CTA), Milan Linate AJAS LIMITED ISREAL (LIN), Milan Malpensa (MXP), Rome Fiumicino 23 Dominica Drive,, Kingston 5, Jamaica Aerohandling Ltd (FCO), Venice (VCE) Tel: +1 876 952 5530/3 Services: Passenger and Ramp Handling (Excluding Fax: +1 876 952 1497 Ben Gurion International Airport Arrivals Hall Cargo Warehousing and De-Icing) Website: www.ajasja.com P.O. Box 177 Email: [email protected] (Ramp/Operations 70100 Israel Aviapartner Italy Manager) Tel: +972 3 975 4011 Viale delle Arti 123, Airport Locations: Norman Manley International. Fax: +972 3 975 4014 00054 Fiumicino Airport Contact: Bevon Barnett Email: [email protected] Rome, Italy Services: Station Management & Administration, Website: www.aerohandling.com Passenger Services, Aircraft Servicing and Ramp Services: Ground Handling Services, Load Control, Tel: +39 06 6500 4909 Fax: +39 06 6500 0156 Handling, Passenger Handling, Cargo & Mail Baggage Sorter, Ramp, Supervisions, Meet and Assist, Handling, ULD Control, G.S.E Rental. Roster, Passenger Services, Hostess and Agents, Email: [email protected] Buggy, Private Aviation & Schedule Coordination. Website: www.aviapartner.aero Airport Locations: Milan - Linate (LIN), Milan - JAPAN Malpensa (MXP), Palermo (PMO), Laufer Aviation-GHI Ltd. Rome - Fiumicino (FCO), Turin (TRN), Venice (VCE), CKTS Co. Ltd P.O. Box 118 Catania (CTA), Bologna (BLQ) 9F,KAB Rinku Bldg Ben-Gurion International Airport 70100 Services: Full Handling Services, Available to 3-7 Rinku-orai Minamai Israel Handle All Types of Aircrafts, Commercial & Izumisano City, Osaka 598-0047 Tel: +972 3 975 1300 General Aviation Flights Served, Flag Carriers, Japan Email: [email protected] Long and Medium Haul Flights, Charters, Etc. Tel: +81 72 456 5051 Website: www.lauferghi.com Fax: +81 72 456 5056 Services: Airline Representation, Passenger Marconi Handling Email: [email protected] Handling, Baggage Services, Load Control, Aeroporto G Marconi di Bolognia Website: www.ckts.co.jp Communications, Flight Operations, Maintenance Via Triumvirato 84 - 40132 Services: Passenger Handling, Baggage Handling, Support, Ramp Supervision and Coordination, Bologna Cargo, Mail, Warehousing, Ramp Handling, Load Assistance with Landing Permits, Ramp Services, Control, Aircraft Loading & Unloading, Aircraft VIP Transportation for Crew and Passengers, Tel: +39 051 6479 650 Fax: +39 051 6479 103 Dispatch, Marshalling Pushing Back & Towing, Helicopter Services, Crew Accommodation at Aircraft Cleaning & Aircraft Maintenance. Leading Luxury Hotels Security Services, Full Email: [email protected] Gourmet Catering Services, Aircraft Cleaning. Website: www.marconihandling.it Japan Airport Service Co., Ltd QAS Quality Airport Services Ltd SAGAT Handling SpA 154-4 Komae, Furugome, Narita 282-0004, Chiba P.O.Box 136 Ben Gurion Airport Torino Airport Japan 70100 Israel Strada San Maurizio, 12 Tel: +81 476 32 5881 Tel: 0972 3975 1333 $BTFMMF5TF 50 n*UBMJB Fax: +81 476 32 5894 Fax: 0972 3975 1332 Tel: +39 011 5676 256 Email: [email protected] Email: [email protected] Email: [email protected] Website: www.jasco-ghs.co.jp Website: www.qasisrael.co.il Website: www.sagathandling.it Services: Passenger Services, Ramp Services, Services: Passenger Services, Aircraft Servicing, Services: Passenger Services, Aircraft Handling, Cargo and Mail Services Operations, Ramp Handling and Cargo Services. Cargo and Mail, Vehicle and Equipment. JORDAN ITALY SEA Handling 100% subsidiary of SEA Group Aviation Handling Services (Jordan) Ltd Aerdorica SpA 21010 Aeroporto Milano Malpensa 2 Queen Alia International Airport Cargo Centre / Ancona Falconara Airport Italy Airport Custom Piazzale Sordoni (100% subsidiary of SEA Group) Queen Alia Airport St E867, Amman 11814 60015 Falconara M.ma Ancona Tel: +39 02 7486 3503 Jordan Italy Fax: +39 02 7486 3080 Tel: +962 6 445 2480 Tel: +39 071 282 7242 Website: www.seamilano.eu Fax: +962 6 445 2008 Fax: +39 071 282 7508 Email: [email protected] Email: [email protected] Email: [email protected] Services: Ramp Handling, Passenger Check-in, Website: www.ahs.com Website: www.ancona-airprot.com Boarding & Disembarking of Passengers, Luggage Services: PAX Handling, VIP Handling, Ramp Services: Passenger Handling, Refuelling and & Cargo, Aircraft Balancing, Luggage Distribution Handling, Fuel Supply, Load Control, Representation, Representation. & Reconciliation. Security, Corporate Flight Support.

60 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

KENYA Swissport Korea LIBYA Africa Flight Services - Jomo Kenyatta Intl Airport Room 301 Cargo Terminal B Sharooq Handling & Ground Services AFS Centre - Cargo Road - Freight Terminal Incheon International Airport 2165-160 P.O. Box 274 P.O.Box 661-00521, Embakasi, Nairobi Woonseo-dong, Jung-gu Tripoli Tel: +254 202 929 000 Incheon, Korea 400-717 Libyan Arab Jamahiriya Email: [email protected] Tel: +82 32 744 1600 Tel: +218 21 340 6966 Fax: +82 32 744 1614 Fax: +218 21 340 6966 Kenya Aerotech Ltd Email: [email protected] Email: [email protected] Website: www.swissport.com Website: www.shorooqhandling.com Jomo Kenyatta International Airport Services: Airport Ticketing Sales Desk, Arrival P.O. Box 19222-00501, Nairobi, Kenya Services: Representation at Station, Seat and Transfer Services, Baggage Services, Check- Assignment, Handicapped & Unaccompanied Tel: +254 722 279168 in Services, Dedicated Passenger Services, Gate Fax: +254 20 827131 / 30 / 35 Minors Assistance, Excess Baggage Collection, and Departure Services, Lost and Found Services, Handling of Delay Incidents. Protection of Email: [email protected] Special Passenger and VIP Services, Load Control Website: www.kenya-aerotech.com Passengers In Hotels, Handling of Crew and and Communications, Station Representation and Passengers in case of Technical Problems, Services: Pushback & Towing Services, Aircraft Cabin Supervision, Aircraft Loading/Unloading, Baggage Cleaning, Fresh Water Supply, Lavatory Services Baggage Handling & Tracing, Lost And Found Sorting, GPU, Push-back, Water & Toilet Services, Facilities, Load Control, Flight Operations ACU, ASU. and Dispatch, Flight Planning, Cleaning of NAS Airport Services Aircraft Interior, Irregularity and Emergency 10#PYn /BJSPCJ ,FOZB KUWAIT Operations Support, Warehousing and Document Tel: +254 20 697 2000 Handling, Aircraft Servicing and Cleaning, Crew Fax: +254 20 822 323 Kuwait Aviation Services Transportation Assistance & Accommodation and Website: www.nascat.com Kuwait International Airport Fuel Supply, Supply Weather Forecast. Email: [email protected] P.O. Box: 24417 Safat, Zip Code: 13105 Kuwait Lithuania Siginon Aviation Tel: +965 2434 5555 / +965 2434 6666 Baltic Ground Services UAB Jomo Kenyatta International Airport (JKIA), Fax: +965 2431 5632 / +965 2471 7636 3PEOJPTLFMJBT -5 Nairobi, Kenya Email: [email protected] Vilnius International Airport Tel: +254 (0)20 263 6764/ 2642961/ 2643627 Website: www.kasco.com.kw Email: [email protected]; [email protected] Services: Ground Handling, Transportation, Vilnius, Lithuania Website: http://www.siginon.com/ Luggage, Passenger Services, Engineering Tel: +370 5 252 55 92 Equipment. Fax: +370 5 252 50 07 Email: [email protected] Swissport Kenya Airside Ltd Website: www.bgservices.lt Jomo Kenyatta International Airport National Aviation Services Services: Ticketing, Check-In, Primary & Secondary Swissport Cargo Complex, P.O. Box 19177, P.O. Box 301, Farwaniya, 81014 Kuwait Baggage Tracing, Load Control, 00501 Embakasi, Nairobi, Kenya Tel: +965 1 842 842 Aircraft Loading and Unloading, Cabin Cleaning, Tel: +254 20 2770 450/451 Fax: +965 2 434 9161 Exterior Cleaning, Toilet and Water Services, Mobile: +254 728 804 088 Email: [email protected] Aircraft Ground Power. Fax: +254 20 2770 459 Website: www.nascorporate.com Email: [email protected] Services: Ramp Services, Passenger Services, Website: www.swissport.com Cargo Management, Engineering, Travel Solutions, LUXEMBOURG Services: Airport Ticketing Sales Desk, Arrival and Meet and Assist, Lounge Management, Aviation LuxairServices Transfer Services, Baggage Services, Check-In Services, Training Centre, Aviation Security, Airport Technologies, VIP Terminals & FBO. Luxembourg Airport L-2987 Dedicated Passenger Services, Gate and Departure Luxembourg Services, Lost and Found Services, Special Passenger Tel: +352 2456 6060 / 2456 6001 / 2456 4238 and VIP Services, Load Control and Communications, LATVIA Handling Pax Aircraft: +352 2456 5009 Station Representation & Supervision, Aircraft Loading/ Fax: Handling Cargo Aircraft: +352 2456 6102 Unloading, Baggage Sorting, GPU, Push-Back, Water & Aeropass Handling Pax Aircraft: +352 2456 5021 Toilet Services, ACU, ASU. 1 Tehnikas Str., Riga Airport, LV-1053, Riga, Latvia Email: [email protected] / Tel: +371 67 207 126 [email protected] Transglobal Cargo Centre Limited Mobile: +371 26 316 746 Website: www.luxaircargo.lu / www.luxairservices.lu Transglobal Towers, JKIA Freight Terminals Email: [email protected] Services: Full Cargo Handling Services (Ramp, Website: www.aeropass.lv Warehouse, RFS and Documentation) Full P.O. Box 11364, Nairobi 00400, Kenya Services: Assistance to Obtain Landing Permit, Tel: +254 20 827 084 Passenger Handling Services, Accommodation, Flight Supervision, Ground Services at Passenger Fuel Supply, Weather Forecast. Fax: +254 20 827 128 Terminal and Ramp, VIP Service, Aviation Fuel Email: [email protected] Supply, De/Anti-Icing, Catering Arrangements, Website: www.transglobal.co.ke Cargo Handling at Warehouse and Airport Customs MACAO Services: AWB Check And Data Capture, Back Formalities, Hotel Accommodation and Transfer. 0GlDF4VQQPSU $BSHP.BJM)BOEMJOH $BSHP Screening, Cold Storage: Freezing, Cool, Ambient, Customs Clearance, Courier Handling, Full Export HavasHavas EuroEuropepe and Import Document Handling, Planning & RigaRiga International AirportAirport 10/110/1 Disposition Ready for Carriage Service, Trucking, LV 1053 Rigag / Latvia Menzies Macau Airport Services Ltd. Valuable Cargo Handling. Tel: +371 67788301 Commercial Department Email: [email protected]@havas.net Tel: +853 2886 1123 Tradewinds Aviation Services Ltd WWebsite:ebsite: wwwwww.havas.net.havas.net Fax: +853 2886 1135 Services: Representation,Representation, Administration )FBE0GlDF $BSHP7JMMBHF 'SFJHIU-JOL3PBE Email: [email protected] & SuSupervision,pervision, PassenPassengerger Services, SSpecialpecial Website: www.menziesaviation.com.mo Mechanized Freight Terminal, 2nd Floor, PassenPassengerger Assistance, Load Control & FlightFlight P.O. Box 42474, Nairobi GPO 00100, Kenya Services: Aircraft Loading/Unloading Pushback, OOperations,perations, RamRamp,p, Aircraft CleaninCleaning,g, De-icinDe-icingg & Cabin Cleaning, Baggage Handling, Lavatory and Tel: +254 20 822 805/6 / 8071594 Anti-icinAnti-icing,g, CarCargogo HandlinHandlingg & Warehouse, General Fax: +254 20 822803 Water Service, GPU, Air Start, Air-Conditioning, Aviation & VIP Services, Lost & Found, AirAirportport Transfer Baggage Handling, Passenger Bussing, Email: [email protected] TicketinTicketingg Website: www.tradewindskenya.com Freighter Loading and Unloading, Livestock Charters, Crew Transportation. LEBANON KOREA Gulf Pearl Aviation MALAWI AAS Airport Services Triploli International Airport 1373 Gonghangdong, Gangsagu, Seoul, 157-240 Lilongwe Handling Company Ltd P.O. Box 774, Tripoli Kamuzu International Airport South Korea Tel: +218 22 634491 Tel: +82 2 2669 8550 Fax: +218 634493 PO Box 89, Liliongwe Fax: +82 2 2669 8585 Email: [email protected] Malawi Email: [email protected] Website: www.gulfpearl.net Tel: +265 177 3680 Website: www.aasairport.com Services: Representation, Administration and Fax: +265 177 0418 Services: Ground, Cargo & Fuelling Services, Ramp Supervision, Passenger Services, Ramp Services, Email: [email protected] Handling Services, Aircraft Marshalling, Pushback/ Load Control, Communications and Flight Website: www.airmalawi.com Towing, Baggage and Cargo Loading/Unloading, Operations, Support Services. Services: Passenger Check-In, Load Control, Anti/De-Icing, Remote Boarding Support, GPU/ACU Aircraft Complete Turn-Round Handling, Ramp Support, Fuelling and De-Fuelling, Cargo Handling, Handling, Cargo Loading and Off- Loading. Cargo Warehousing, Special Cargo and Aircraft MEAGMEAG (Middle East Airlines Ground HandlinHandling)g) #FJSVU3BlD)BSJSJ*OUFSOBUJPOBM"JSQPSUD)BSJSJ*OUFSOBUJPOBM"JSQPSU Maintenance. P.O.Box 11-3133,11-3133, Beirut,Beirut, Lebanon MALAYSIA Tel:Tel: +961+961 11622622 555 Korea Airport Services KL Airport Services Sdn Bhd FFax:ax: ++961961 11623623 770101 Jalan KLIA S6, 281 Gonghang-dong, Kangseo-gu, Seoul, Email: [email protected]@meag.com.lb / [email protected]@meag.com.lb Republic Of Korea Website: www.meawww.meag.com.lbg.com.lb Southern Support Zone, Tel: +82 2 660 3114 Services: PassengerPassenger and BaggageBaggage Services, FreightFreight KL International Airport, Fax: +82 2 660 6666 and Postal Services, RamRampp Services, FBO Services, 64000 Selangor Website: www.kas.co.kr SSpecialpecial Care Services, LounLounges,ges, VIP Services, GSE Malaysia Services: Ramp Services, Snow Removal, Cabin MMaintenanceaintenance Tel: +6 03 8778 8000 Cleaning, Toilet & Water Services. Fax: +6 03 8778 8007

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 61 GROUND SERVICE PROVIDERS

Email: [email protected] Fax: +356 2369 6422 Tel: +52 5 762 96 77 Website: www.klas.com.my Email: [email protected] Fax: +52 5 133 5057 Stations: Kuala Lumpur (KUL), Penang (PEN), Kota Website: www.ga-malta.com Email: [email protected] Kinabalu (BKI), Kuching (KCH), Langkawi (LGK) Services: Flight Operations, Aircraft Fuelling, Services: Representation, Administration and Services: Passenger and Baggage Check-In, Hotel Accommodation, Visa Procurement, Flight Supervision, Passenger Services, Ramp Services, Flight Editing, Special Passenger, Ticketing, Seat Catering, VIP Service, Flight Planning, Weather/ Load Control, Communications and Flight Control. Baggage Tracing And Management, MET, Cargo Handling and Ancillary Services. Operations, Support Services. Passenger Transfer, Boarding Control, VIP/ CIP Meet and Assist, Aircraft Handling, Push GlobeGround Malta (GGM) GroundforceGroundforce #BDL -PBEJOH0GmÆ PBEJOH 'SFTI8BUFS4VQQMZ Malta Interantional Airport International AirAirportport of CancuCancunn Lavatory Servicing, Ground Power Unit, Aircraft Interior/Exterior Cleaning, Cargo and Mail Pickup/ P.O. Box 11, Gudja Carr. Cancún-Chetumalkm.-22,Cancún-Chetumalkm.-22, Delivery, Marshalling, Crew/Passenger Transport, Tel: 236 964 20 C.P.77565.C.P.77565. 'MJHIU$SFX#SJFlOH 8FJHIU#BMBODF 3BNQ Fax: 212 50113 CANCÚNCANCÚN Agent, Flight Plan Filing, Flight Dispatch, Fuel Email: [email protected] Tel: +52 998 886 1133/351133/35 Coordination, Centralised Duty Manager, Crew Services: Passenger Services, Aircraft Handling Email: [email protected] Administration. and Cargo Handling. WeWebsite:bsite: www.www.groundforce.aerogroundforce.aero Services: Passenger, Ramp, Loading/Unloading, MAURITIUS TaxinTaxingg of Luggage,Luggage, SecuritySecurity ProceProcedures,dures, GPU, Malaysia Airline Towing andand PushingPushing BackBack Of Aircraft,Aircraft, LoadLoad ControlControl Support Facilities Building, MAS Campus and Communication, Security, Cleaning and Ramp Kuala Lumpur International Airport (KLIA) EEquipment.quipment. Sepang 64000, Selangor Darul Ehsan Malaysia Tel: +60 3 8777 9513 Fax: +60 3 8777 2738 Email: [email protected] Website: www.malaysia-airlines.com Astra Aviation Menzies Aviation Mexico Services: Representation, Administration and Sir Seewoosagur Ramgoolam International Mexico City, 15510 Supervision, Passenger Services, Ramp Services, Airport Load Control, Communications and Flight Mexico Operations, Cargo and Mail Services, Support Mauritius Tel: +52 55 5785 2684 Services, Security, Aircraft Maintenance. Email: [email protected] Fax: +52 5785 2772 Website: www.astra-aviation.com Mobile: +521 554 354 9940 Services: Aircraft Charter, Aircraft Flight Support Email: [email protected] Senai Airport Terminal Services Snd Bhd and Supervision for Executive Aircraft and Website: www.menziesaviation.com Senai International Airport, Ambulance Flights, Aircraft Fuel Supply, Catering Services: Ground Handling and Cargo Handling. 81250 Johor Bahru, Johor Darul Ta’zim and GHA Services Arranged and Permits applied Malaysia for, Airport Management and Representation SEAT - Servicios de Apoyo en Tierra Tel: +607 599 4500 For Passenger and Cargo Airlines “Astra Visitor Services” that can include Hotel Booking, Airport Boulevard Puerto Aereo 354 Fax: +607 599 6624 Col Moctezuma, C.P. 15500 Email: [email protected] Meet and Greet & Private Transport Services, Website: www.senaiairport.com Personal Protection Services, Local Tours, Mexico D.F. 15500 Services: Passenger Services, Ramp Services, Aviation Company Representation Services, Mexico Supervising Aircraft Loadings, Loading and Aviation Consultancy, Aviation Safety, Security Tel: +52 (55) 50620 300 0GmPBEJOH (4&&RVJQNFOU #BHHBHF)BOEMJOH and Handling Products and Equipment, Aviation Fax: +52 (55) 5063 6209 Towing Cargo To & From Warehouse, Pushback Security Services, Cargo and Passenger GSA Email: [email protected] / [email protected] Servicing Activities, Flight Operations and Services, Industrial Safety Wear. Website: www.seat.com.mx Aerobridge Operations. Services: Passenger, Ramp, Flight Dispatch, Equity Aviation (Indian Ocean) Ltd/Ground2Air Security, Aircraft Maintenance, Load Control, Security, Ground Support Equipment Maintenance, 2nd Floor Passenger Terminal Building Executive Aviation. SSR International Airport Plaine Magnien Mauritius Tel: +230 603 5900 Swissport de Mexico SA de CV Fax: +230 603 5901 Aeropuerto Internacional de Cancun RAYA AIRWAYS Email: [email protected] Carretera Cancun - Chetumal Raya Complex, Sultan Abdul Aziz Shah Airport Website: www.ground2air.mu KM 22 Lotes 06 Y 07 47200 Subang, Selangor Darul Ehsan Services: Ramp Handling, Cargo Logistics, Zona Federal, CP 77565 MALAYSIA Passenger Service, VIP Services, Aircraft Washing, Tel: +52 99 8886 0764/65/66 Tel: +60 3 7884 9898 Sky Wrap, Line Maintenance, Crew Transportation Fax: +52 99 8886 0767 Fax: +60 3 7884 9899 and Ticket Sales. Mobile: +52 99 8845 2875 Email: [email protected] Email: [email protected] Website: www.rayaairways.com MEXICO Website: www.swissport.com 4FSWJDFT$BCJO$MFBOJOH*OmJHIU$BUFSJOH 3BNQ Services: Airport Ticketing Sales Desk, Arrival Services and Passenger Handling. Aero Charter de Mexico SA de CV and Transfer Services, Baggage Services, Check- Boulevard Aeropuerto No. 81 In Services, Dedicated Passenger Services, Gate and Departure Services, Lost & Found Services, MALDIVES Col Federal, Mexica 15700 Special Passenger & VIP Services, Load Control Mexico and Communications, Station Representation and Albatross International Pvt Ltd Tel: +52 554 777 7700 Supervision, Aircraft Loading/Unloading, Baggage 81 No Shop, Majeedhee Magu Fax: +52 554 777 3341 Sorting, GPU, Push-Back, Water & Toilet Services, Male’, Maldives Email: [email protected] ACU, ASU. Postal code: 20160 Website: www.aerocharter.com.mx Tel: +960 331 3012 Services: Aircraft Pushback, Aircraft Steps, Email: [email protected] Airport Representation, Airport Terminal Facilities, MOLDOVA Website: www.albatross.com.mv Baggage Handling, Boarding, Cabin Cleaning, Charter Flight Handling, Check-In, Crew Transport, Aeroport Handling SA Services: Over Flight Permits, Obtaining Landing Dacia 80/3, Chisianu Permits, Handling Services, Ground Handling, Flight Dispatch, Flight Planning, Ground Power Supervision, VIP, Ticketing, Escort, Military Supply, Landing Permits, Line Maintenance, Load Republic of Moldova Clearance, Refuelling, Security, Flight Plans, Control/Weight, Over-Flight Rights, Passenger MD-2026 Weather, Ambulance, Hotel Accommodations, Visa Assistance Unit, Passenger Bussing, Passenger Tel: +373 (22) 525 999 Arrangements, Private Flight Handling, Baggage Handling and Passenger Services. Fax: +373 (22) 525 114 Handling, Ground Transportation, Catering, &NBJMPGlDF!IBOEMJOHNEPQT!IBOEMJOHNE Aircraft Charters and Flight Dispatching. Avion Representaciones y Servicios (ARS) Website: www.handling.md Boulevard Francisco Medina Ascencio 4172 Services: Ground Handling Services, Passenger Get Into Maldives Travels Pvt Ltd Altos 2-5, Puerto Vallarta Check-In, Security Checks and Load Control. H. Thuniya Building, Jalisco Moldavian Airlines Ground Handling Department UImPPS #PEVUIBLVSVGBBOV.BHV Mexico Male’, 20066, Maldives Tel: +52 322 0167 Chisinau Airport, MD-2026 1st Floor Tel: +960 330 7664 Fax: +52 322 221 0158 Hotel Airport, Chisinau Fax: +960 330 6845 Email: [email protected] Moldova Email: [email protected] Website: www.arsmex.com Tel: +373 2 252 9356 Website: www.getintomaldives.com Services: Passenger Handling Services, PAX Fax: +373 2 252 5064 Services: Ground Handling, Travel and Maritime. Handling, VIP Handling, Ramp Handling, Load Email: [email protected] Control and Representation. Website: www.mdv.md Services: Baggage Handling, Cabin Cleaning, MALTA AEROMEXICO - Aerovias de Mexico Check-In, Crew Transport, De-Icing, Exterior Aircraft Washing, Load Control/Weight Balance, Globe Aviation (GA) Reforma 445 / COL. Loading/Unloading, Passenger Assistance Unit, Malta International Airport CUAUHTEMOC Passenger Handling, Ramp Services, Refuelling, Luqa, LQA 3000 Mexico 6500 Representation, Toilet and Water Services. Malta, Europe Mexico D.F. Tel: +356 7943 1455 / +356 2369 6421 Mexico

62 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

MOROCCO KLM Jet Centre Sky Care International Limited Airline Supervisors Experts - PO Box 7700/SPLWH Sky Care Corporate Terminal, Member of ASE Group 1117 ZL Schiphol Walsh Bros Place, Angie Avenue Hassan II et Rue Oujda The Netherlands PO Box 73-151, Tel: +31 (20) 649 3299 Auckland International Airport, Imm Aicha 1er Etage Fax: +31 (20) 648 8180 Agadir 80020 2150, NZ Email: [email protected] New Zealand Morocco Website: www.jetcentre.nl Tel: +64 9 256 1215 Tel: +212 52 882 1936 Services: Crew & Passenger Transportation, Handling Fax: +212 52 882 1939 Fax: +64 9 256 2101 of Customs, Full Weather Brief, Fuel Company, VIP Email: [email protected] Email: [email protected] Caterer Liaison, Flight Plan Assistance, Airway Slots, Website: www.asemorocco.aero Website: www.skycare.co.nz VIP Services, Transportations, Toilet Services and Airport Locations: Auckland (AKL), Wellington Services: Aircraft Steps, Airport Representation, Ground Power Unit. Baggage Handling, Boarding, Cabin Cleaning, (WLG), Queenstown (ZQN) Charter Flight Handling, Check-In, Crew Transport, Services: Airline Ground Handling, FBO, Corporate Maastricht Handling Services Ground Handling, Catering, Fuel, Transport, Over %PDVNFOUBUJPO7FSJlDBUJPO (SPVOE1PXFS4VQQMZ In-Flight Catering, Landing Permits, Load Control/ P.O.Box 303 Flight & Landing Permits. Weight Balance, Loading/Unloading, Over-Flight 6199 ZN Maastricht Rights, Passenger Assistance Unit, Passenger Tel: +31 43 358 9721 / +31 43 3589 720 NIGERIA Bussing, Passenger Handling, Passenger Handling, Fax: +31 43 358 9933 Ramp Services, Refuelling and Representation. Email: [email protected] 3Q Aviation Ltd Website: www.mhs.nl 0GlDF"EE3N#/")$0&YQPSU Services: Cargo Handling, Ramp Handling, Truck warehouse, Cargo village, Link Aero Trading Agency Handling and Passenger Handling. Immeuble Dabib Rue Khalid Ben El Oualid 5eme Murtala Muhammed Int’l Airport, etage num 17 Lagos, Nigeria Tel: +212-524422739 Tel: +234 0 737 5067 / +234 0 8032 718998 / Fax: +212-524422739 +234 0 8033 098722 Mobile: +212-679192531 Email: [email protected] Email: [email protected] /agaops@ Website: www.3qaviation.net linkagency.com / [email protected] / Menzies Aviation (Netherlands) Services: Charter Flight Handling, Landing Permits, [email protected] Postbus 75625 Cargo and Mail Handling and Passenger Handling. Website:www.linkagency.com Schiphol Airport, Services: Full Ground Handling, Fuel Supply, Amsterdam, Catering Provision, Global Flight Support, 1118 ZR, Security, Crew assistance, Hotel accommodation, Netherlands Transportation, Landing & Over Flying Permits, Tel: +31 20 4057 502 Special Passenger and VIP Services, Excess Fax: +31 20 405 7828 Baggage Collection, Cargo Handling, Private jet Mobile: +31 62157 8117 Handling Email: [email protected] Astra Aviation Website: www.menziesaviation.com Email: [email protected] Royal Air Maroc Services: Ticketing, Check-In, VIP Lounges, Load Website: www.astra-aviation.com Casablanca Airport, Morocco Control, Aircraft Loading and Unloading, Cabin Services: Aircraft Charter, Aircraft Flight Support Aeroport de Casa-anfa Cleaning, Toilet and Water Services, Aircraft and Supervision for Executive Aircraft and Casablanca, Morocco Ground Power and Start-Up, De-Icing, Pushback & Ambulance Flights, Aircraft Fuel Supply, Catering Tel: +212 22 53 9015 Towing, Customer Complaints, Independent Call and GHA Services Arranged and Permits Applied Fax: +212 2 53 9301 Centres, Airside and Landside Bussing, Secondary for, Airport Management & Representation for Email: [email protected] Tracing and LZ Storage & Management. Passenger and Cargo Airlines “Astra Visitor Website: www.royalairmaroc.com Services” Including Hotel Booking, Airport Services: Passenger, Cargo, Ramp and Corporate/ Servisair/Swissport Netherland Meet & Greet and Private Transport Services, FBO Flight Support Services. Personal Protection Services, Local Tours, Havenmeesterweg 21 Aviation Company Representation Services, 1118 CB Aviation Consultancy, Aviation Safety, Security MOZAMBIQUE Schiphol Airport and Handling Products and Equipment, Aviation Netherlands Security Services, Cargo and Passenger GSA 1118 CB Services, Industrial Safety Wear. Tel: +31 20 7952 400 Fax: +31 20 316 3733 Bluewave Global Express Email: [email protected] Bluewave Global Express Limited Website: www.swissport.com Services: Airport Ticketing Sales Desk, Arrival 15 Osolo Way Ajao Estate Building 1, and Transfer Services, Baggage Services, Check- 1st Floor Opposite UBA Bank Astra Aviation in Services, Dedicated Passenger Services, Gate Tel: +234 1 844 6025 Maputo International Airport and Departure Services, Lost and Found Services, Fax: +234 1 270 5776 Mozambique Special Passenger and VIP Services, Load Control Mobile: +234 8036 225774 Email: [email protected] and Communications, Station Representation and Email: [email protected] Website: www.astra-aviation.com Supervision, Aircraft Loading/Unloading, Baggage Website: www.bluewaveglobalexpress.com Services: Aircraft Charter, Aircraft Flight Support Sorting, GPU, Push-back, Water & Toilet Services, Services: Ramp Supervision, Ground Handling and Supervision for Executive Aircraft and ACU, ASU Equipment, Aircraft Internal, GPU, Air Starter Unit, Ambulance Flights, Aircraft Fuel Supply, Catering Lavatory Services, Water Services, Cargo Handling, and GHA Services Arranged and Permits applied Baggage Handling, Passenger Handling, Customs for, Airport Management and Representation and Immigration, Passengers Check-In Counter. For Passenger and Cargo Airlines “Astra Visitor Services” that can include Hotel Booking, Airport Lamex Maritime Services ltd Meet and Greet & Private Transport Services, WFS Holland 35 Agbelekale Personal Protection Services, Local Tours, Freight Station n9 2341 Mafoluku, Oshodi, Lagos, Nigeria Aviation Company Representation Services, Tel: +234 08 02904 9568 Aviation Consultancy, Aviation Safety, Security Anchoragelaan 38 Fax: +234 01 621 1274 and Handling Products and Equipment, Aviation Amsterdam Airport Services: Freight Forwarding Security Services, Cargo and Passenger GSA 1118 LD Services, Industrial Safety Wear. Schiphol South east LTT Cargo and Aviation Services Tel: +31 20 655 4243 Email: [email protected] ROYAL EXCHANGE PLAZA, NETHERLANDS 342-344 CHARITY BUS STOP, OSHODI - P.O.BOX 12355 IKEJA LAGOS, NIGERIA Aviapartner Handling – The Netherlands NEW ZEALAND Pelikaanweg 1 Tel: +234 1 891 9674 Air Menzies International Fax: +234 1 496 1804 NL-1118 DT Schiphol Email: [email protected] / info@ The Netherlands 23 Tom Pearce Drive lttaviation.com Tel: +31 20 603 2222 Auckland Airport Website: www.lttaviation.com Email: [email protected] Auckland Services: Passenger, Ramp, Customer and Website: www.aviapartner.aero New Zealand Flight Information Services, Charter Flights, Stations: Amsterdam (AMS), Rotterdam (RTM) Tel: +64 9 256 4242 Ocean Freight, Airport Concierge, Aircraft Services: Passenger Services, Reservation & Fax: +64 9 275 3179 Refuelling, Ground Handling, Over Flights and Ticketing, Check-In Services and Departure Control Email: [email protected] Landing Permission, Airlines Representation and Systems, Arrival and Departure Services, Boarding Website: www.airmenzies.com Consultancy. Assistance, Special Assistance, Baggage Services, Services: Aircraft Pushback and Towing, Cabin 3BNQ4FSWJDF 5SBGlD0QFSBUJPOT -PBEJOHBOE Cleaning, Check-In, De-Icing, Ground Power Supply, Nigerian Aviation Handling Company Plc Unloading, Pushback And Towing, De-Icing, Freight Load Control-Weight Balance, Loading/Unloading, Nahco Aviance House and Baggage Transfer, Ground Power, Air-Start, Passenger Bussing, Ticketing, Toilet and Water Loading of Catering, Headset, Marshalling, Toilet Services. Murtala Muhammed International Airport & Water, Passenger Ground Transportation, Crew P.M.B 013, Ikeja, Lagos 5SBOTQPSU $SFX#SJFlOH -PBEBOE-PBE4IFFU Tel: +234 1 7404776-80 Ground to Air Communication & Flight Supervision. Email: [email protected]

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 63 GROUND SERVICE PROVIDERS

Website: www.nahcoaviance.com Services: Passenger Services, Check-In, Load VIP Terminals, Flight Planning, General Aviation Services: Aircraft Handling, Cargo Handling, Crew Control, Flight Operations, Automated Baggage Services, Hotel Accommodations, Immigration Service, Transportation, Fuelling Services, Passenger Tracking, Special Passenger Handling, Passenger International Flight Handling, Passenger and Crew )BOEMJOH 1BTTFOHFS1SPlMJOH "WJBUJPO5SBJOJOH Interline Transfer Service and Ramp Services. Transportation, Refuelling & VIP Services. #BHHBHF "JS5SBGlD "JSDSBGU$MFBOJOH -JBJTJOH with Customers and Cargo Operations. Oman Air Ground Operations PERU Website: www.omanair.com Nigerian Aviation Handling Company Plc Services: Speedy Check-in, Automated Baggage Servisair/Swissport Peru PMB 013, Murtala Muhammad Tracing System, Load Control, Flight Operation "W(FOFSBM$ªSEPWB .JSBmPSFT Æ Services, Special Passenger Handling, Passenger Airport, Ikeja, Lagos Lima - Perú. Nigeria Interline Transfer Services, Ramp Services. Tel: +511 517 2409 Tel: +234 1 7306875 / 7404776-80 Fax: +511 998 162 520 Email: [email protected] PAKISTAN Email: [email protected] Website: www.nahcoaviance.com Website: www.swissport.com Services: Aircraft, Passenger and Cargo Handling AIRBIZ Aviation Services Worldwide Services: Aircraft Loading/Unloading, Baggage 3038, Level 3, JIAP Sorting, GPU, Pushback and Towing, Water & Toilet Skywatch Aviation Ltd Karachi, Pakistan Services, Aircraft Servicing and Cleaning. 19, Eniola Adesanya Street, Tel: +9221 9907 1364 Off Murtala Mohammed International Airport Fax: +9221 3468 0044 Swissport GBH Peru S.A Road, Mafoluku - Oshodi. Email: [email protected] Calle 5, No. 170, Callao, Peru Tel: +234 1 774 6732 Website: www.air-biz.com Tel: +51 1 213 1800 Fax: +234 1 295 5359 Services: Ground Handling, Fuel Management, Fax: +51 1 517 3119 Email: [email protected] 0WFSmZJOHBOE-BOEJOH1FSNJU 'MJHIU$BUFSJOH Email: [email protected] Website: www.skywatchaviation.com Cargo and Flight Charter. Website: www.swissprt.com Services: Quick Global Permit, Computerised Services: FBO, Ground Handling, Arrival & Transfer, Flight Plan, Air Ambulance Services/Rescue, Avicon Baggage, Check-In, Passenger Services, Gate & 103-105 Amber Pride Departure, Lost and Found, Special Passenger, VIP Air Charters, Air Cargo and Logistics, Ground Services, Loading and Unloading, Baggage Sorting, Handling, Aviation Fuel, Oil and Gas Services. 13A, Block 6, P.E.C.H.S. GPU, Servicing and Cleaning & Line Maintenance. Karachi Skyway Aviation Handling Company Ltd. (SAHCOL) 75400 Talma Airport Services 3rd Floor Pakistan Lima Cargo City Murtala Muhammed International Airport Tel: +92-21-3453 1623/3454 5331/3453 9830 Fax: +92-21-3453 2371 / 3453 1613 Av. Elmer Faucette 2879 PMB 21768, Ikeja Piso 4 Callao Lagos state Email: [email protected] Website: www.aviconaviation.com Tel: +511 513 8900 Nigeria Fax: +513 8928 Tel: +23 417 646 298 Services: Charters, Fuel, Permits, Handling, -FBTJOH $BUFSJOH 'MJHIU1MBOOJOH #SJFlOHT Email: [email protected] Email: [email protected] Accommodation, Financial, Regulatory, Safety and Website: www.talma.com.pe Website: www.sahcol.com Security. Services: Aircraft Parking, Loading/Unloading, Airport Locations: Sokoto International Airport Technological Solutions, Cabin Cleaning, Toilet & (SKO), Mallam Aminu Kano International Airport Water Services, Ground Power, Towing, Aircraft (KAN), Kaduna International Airport (KAD), Gerry’s dnata Service, Fuelling Arrangements. Ilorin International Airport (ILR), Nnamdi Azikwe Room no. 5016 International Airport (ABV), Jos International Jinnah Terminal, Karachi Airport Airport (JOS), Murtala Muhammed International Karachi 75200, Pakistan PHILIPPINES Airport (LOS), Enugu International Airport (ENU), Tel: +92 21 99071512 Benin City Airport (BNI), Yola International Airport Email: [email protected]/[email protected] A Miller Flight Services (YOL), Margaret Ekpo International Airport, Website: www.gerrys.com.pk 10#PY%PNFTUJD"JSQPSU1PTU0GlDF Calabar (CBQ), Sam Mbakwe International Airport Services: Passenger Handling, Load Control, Cold Metro Manila (QOW), Port Harcourt International Airport (PHC). Storage, Flight Operation, Computerized Check- Philippines Services: Ramp Handling, GPU, Aircraft Pushback, In & Boarding, Lost and Found, Baggage Tracing, Tel: +1 866 248 9397 / +63 2 825 4912 Unit Load Device Control, Cabin Cleaning, Crew Cargo Import & Export, Warehousing, Ramp Fax: +63 2 825 9671 Transport, Water/Toilet Services, Air Starter Operations, Ground Handling Equipment, Technical &NBJMTBMFT!PWFSmJHIUQFSNJUTDPN Unit, Air Conditioning Unit, Baggage/Cargo Workshops, Catering. 8FCTJUFXXXPWFSmJHIUQFSNJUTDPN Scanning, Passenger Handling, Cargo Handling Services: Over Flight and Landing Permits, Ground & Warehousing, VIP Lounge Services, Christian Pakistan International Airlines Handling Services. Pilgrimage Handling, Hajj Handling, Baggage Customer Relation Section, Services, Aviation Security Services. Motor Transport Building, Ages Aviation Centre Inc 1*")FBE0GlDF ,BSBDIJ Ages Hangar, Balagbag Ramp NORWAY Tel: +92 21 9904 0000 Ninoy Aquino International Airport (NAIA) Fax: +92 21 3457 2225 / 3457 0419 Pasay, 1300 Metro Manila Aviator Norway Email: [email protected] / [email protected] Philippines Edvard Munchs Veg, 2060 Gardermoen, Norway Website: www.piac.com.pk Tel: +63 2 925 1977 / +632 925 2877 Email: [email protected] Services: Passenger Handling, Ramp Handling, Fax: +632 224 4191 Website: www.aviator.eu Cargo Handling, Flight Operations, Catering Email: [email protected] Airport Locations: AES, BDU, MOL, OSL, BGO, SVG, Services, Technical Handling, Executives Jets Website: www.agesaviation.com TOS, KRS, RYG, TRF, HAU, TRD, BOO Handling, Line Maintenance, Charters Handling. Services: Ground Handling, Ground Handling Services: Representation & Admin, PRM Services, Equipment, Catering Services, Trip Permits and Ramp Services, PAX Services, VIP, Cargo & Mail, Shaheen Airport Services Landing/Parking Slots, Customs, Immigration and Security, De-icing, Load Control, Comms & Ops and Quarantine Coordination, Flight Plan & Weather Support Services )FBE0GlDF SAPS Complex, Information, Preparing Crew and Passenger Manifest, Maintaining Communication with Flight, Malir Avenue Flight Tracking, Refuelling, Crew Transportation, Jinnah International Airport, Crew and Passenger Transit Lounge, Aircraft Spirit Air Cargo Handling Karachi, 75200 Interior & Exterior Cleaning. Denmark A/S, Postbox 152, Pakistan DK-2770 Kastrup Tel: +92 21 263 3556 MacroAsia Airport Services Corporation Email: [email protected] Fax: +92 21 3468 0115 MACROASIA AIRPORT SERVICES CORPORATION Website: www.spiritaircargohandling.com Email: [email protected] Website: www.saps.com.pk Room 450, 4th Floor, International Passenger Airport Locations: Denmark, Norway, Sweden Terminal, Ninoy Aquino International Airport Services: Bonded Warehousing, Cargo and Mail Stations: Islamabad, Karachi, Lahore, Peshawar, Handling, Full Freighter Ramp Handling, Full Quetta Pasay City 1300 Philippines Export & Import Document Handling Including Services: Aircraft, Passenger, Baggage, Cargo Tel: +632 879 5886 AWB Check & Data Capture, ULD Control and & Mail, Cabin, Maintenance, Ramp Handling, Fax: +632 879 5882 Catering, Security, Flight Services. Email: [email protected] Management, Trucking, Cargo Screening, Back Website: www.mascorp.ph 0GlDF4VQQPSU 1MBOOJOH%JTQPTJUJPO $VTUPNT Services: Ramp Services; Marshalling/Follow Clearance, Ready For Carriage Service, Break Bulk PARAGUAY and Distribution Facilities, Combi Aircraft Varying Me, Load Control, Communications and Flight From F100 U/I B747. Consorcio Aviation dba Consorcio Holding Operations, Baggage & Cargo Handling, Moving of Juan de Salazas No.795 Esquina Washington Aircraft, Baggage, Cargo Loading/Unloading, ULD Management, Lavatory Service, Water Service, First Floor, Itasa Tower, Asuncion GPU, ACU, Air Stairs, Cabin Cleaning. OMAN Paraguay Oman Aviation Services Tel: +595 2 121 5215 Oman Aviation Services Co. Oman Air Fax: +595 2 164 5462 MIASCOR Ground Handling Corp Bldg. No. 1713, Way 2720 Block no. 157 Email: [email protected] .JBTDPS&YFDVUJWF0GlDF cbd area P.O. Box 3823, pc 112 ruwi Website: www.consorcioaviation.com Terminal 1, Ninoy Aquino International Airport Services: Cargo and Mail Handling, Cargo Pasay City, Philippines muscat, oman Transportation, Customs Clearance, Air Taxi Services, Tel: +632 851 8464 / +632 879 5189 Tel: 968 2453 1111 / 968 241 5 3300 Aircraft, Brokerage, Catering, Conference Rooms, Mobile: +63 917 872 0055 Fax: +968 24 521 073 Corporate/Executive Flight Service, Crew Showers, Email: [email protected] Email: [email protected] Customs Service, Domestic Flight Handling, Executive Website: www.miascor.com Website: www.omanair.com

64 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

Services: Export Cargo Documentation & Handling, Services: Passenger Check-In, Baggage Handling QATAR Import Cargo Documentation & Handling, Check-In, Aircraft Pushing and Towing, Cabin Cleaning, De- Assistance Thru CIQ, Boarding Control, Baggage Icing, Ground Power Supply, Loading/Unloading, Qatar Aviation Services Services, Lounge Services, Fuel & Oil, Routine Lounge Services, Passenger Assistance Unit, Doha International Airport Line Maintenance, Non-Routine Line Maintenance, Special Passenger Care, Unaccompanied Minor P.O. Box 383 Aircraft Release, Turnaround/Overnight Checks, Care, Baggage Tracing, Passenger and Crew Doha - Qatar A & B Checks, GPU, Air Steps, Forklifts, Baggage Transport to and from the Aircraft, Airport Tel: +974 4462 1745 Conveyer Belts, Pushback And Towing. Information Services. Fax: +974 4462 1485 Email: [email protected] Philippine Airport Ground Support Solution Inc WRO-LOT Airline Services Ltd Website: www.qataraviation.com SEmPPS 1"*31"(4$FOUFS 830-056TãVHJ-PUOJTLPXF-5% Services: Baggage Handling, Cabin Cleaning, Ninoy Aquino International Airport, 4LBSZTLJFHP4USFFU 8SPDãBX 1PMBOE Load Control/Weight Balance, Lounge Tel: +48 71 358 1382/1188 Services, Passenger Handling, Ramp Services, Pasay City Representation and Ticketing. Tel: +63 2 854 5730 Fax: +48 71 373 7820 Fax: +63 2 854 5731 Email: [email protected] Email: [email protected] Website: www.wrolot.com.pl Ras Al Khaimah Website: www.pagss.com Services: Passenger Services, Ramp Services, Ras Al Khaimah International Airport Services: Aircraft Loading & Unloading, Ground Baggage Handling, Interior Cleaning, Cooling/ P.O. Box 501, Dig Daga Road Support Equipment, GPU, ACU, ASU, Aircraft Towing Heating, Load Control, Loading/Unloading, Moving Ras Al Khamiah & Push Back, Water & Lavatory, Line Maintenance, of Aircraft, Ramp to Flight-Deck Communication, United Arab Emirates Fuelling, Aircraft Cabin & Exterior Cleaning. Sealing of Aircraft, Starting ASU And GPU, Tel: +971 7 207 5200 Transfer Service, Water and Waste Service, the Fax: +971 7 244 8199 Vision Air and Sea Services Inc (VASS) Operations and General Aviation. Email: [email protected] 147 Building 8015, Subic Bay International Website: www.rakairport.com Airport PORTUGAL Services: Passenger Services, Ramp Services, Load Subic Bay Freeport Zone 2222 Control, Communications and Flight Operations, GroundforceGroundforce Cargo and Mail Services. Support Services, Zambales, Philippines Serviços PorPortugutugueseseses ddee HanHandling,dling, SSAA Security. Tel: +63 47 252 7571 Fax: +63 47 252 7573 AeroAeroportoporto de Lisboa, Edif. 25, 6º6º Email: [email protected] 1704-801 Lisboa | Portugal REPUBLIC OF MOLDOVA Website: www.tdgworld.com Tel:Tel: +351+351 21 884141 5000 Services: Ground Handling and Airport Support FFax:ax: +351+351 2211 884141 62624141 Aeroport Handling SA Services. Email: [email protected]@groundforce.pt Chisinau, Bd. Dacia 80/3 Website: www.groundforce.ptwww.groundforce.pt Republic of Moldova Services: PassenPassengerger Service, Service Board, Tel: +373 22 525 999 POLAND CarCargogo Service, Maintenance of Equipment,Equipment, Fax: +373 22 525 114 Assists Custom, Lounges,Lounges, Training,Training, Load Control, &NBJMPGlDF!IBOEMJOHNE GDN Airport Services Sp.zo.o CleaninCleaningg Aircraft, TransTransportport in the Earth, Ul. Slowackiego 206, 80-298 Gdansk, Poland Website: www.handling.md ReRepresentationpresentation AirAirport,port, FlightFlight OOperationsperations and Services: Offering a Complete Range Of Ground Tel: +48 583 412 817 Admin, AirportAirport Security, Facilities Management,Management, Fax: +48 583 412 335 Handling and Passenger Services, from Terminal BaBaggageggage Delivery, ConsultingConsulting and Technical Check-In to Aircraft Services. &NBJMPGlDF!HEOBTQM AAssistance.ssistance. Website: www.gdnas.pl Services: Passenger, Ramp, Operations, Tickets, ROMANIA Baggage Tracing, Executive Aviation. OMNI Handling Aerodromo Municipal de Cascais KRK Airport Services Ltd Hangar 1, Tires, 2785-632 Sao Domingos de Rana Zwirki and Wigura 1, 00-906 Warsaw Portugal Tel: +48 22 650 43 81 Tel: +351 21 445 86 00 Fax: +48 22 650 30 36 Fax: +351 21 445 86 70 Menzies Aviation Romania &NBJMPGlDF!XFMDPNFBTQM Email: [email protected] Henri Coanda International Airport, Website: www.lhc.pl Website: www.omnihandling.com Bucurestilor 224E, Otopeni, Ilfov, Romania Services: Passenger Service, PRM Service, VIP Services: Airport Slot Coordination, Airport Tel: +40 21 201 3322 Service, Complaints Lounge, Service-Board, Authority Clearances, ASU, GPU, Trash and Toilet Fax: +40 21 201 4806 Operation of Aircraft, Airport Information and Services, H24 on Request, Domestic/International Email: [email protected] Cargo Handling. Handling, Aircraft Cleaning, Portable Water, Website: www.menziesaviation.com Maintenance Services, Ground Power Services, Services: Ticketing, Check-In, VIP Lounges, Load Baggage Loader, Baggage Carts, Nitrogen/Oxygen, LS Airport Services S.A Control, Aircraft Loading and Unloading, Cabin Air Conditioning Unit. Cleaning, Toilet and Water Services, Aircraft 6M8JSBPXB 8BSTBX Ground Power and Start-Up, De-Icing, Pushback Tel: +48 22 206 95 00 Portway, handling de portugal, s.a. Fax: +48 22 206 95 01 & Towing, Customer Complaints Handling, Email: [email protected] / [email protected] 3VB$ &EJG¥DJP QJTP "FSPQPSUPEF-JTCPB Independent Call Centres, Airside and Landside Website: www.lsas.pl 1700-008 Lisboa, Portugal Bussing, Secondary Tracing, LZ Storage and Services: Passenger Service, Operation of Aircraft, Tel: +351 218 445 000 Management. Service Cargo and General Aviation. Fax: +351 218 445 100 Email: [email protected] Romanian Airport Services Website: www.portway.pt Baneasa Bucharest International Airport POZ Airport Services Sp. z o.o. Services: Full Handling Services; Training; CIP ul. Bukowska 285 Bucharest 1, ROMANIA Lounges, Passenger and Crew Transportation, Tel: +40 21 232 05 51 / +40 21 230 72 51 1P[OB Aircraft Loading and Unloading, Ramp to Flight Fax: +40 31 805 64 82 / +40 31 816 53 24 Poland Deck Communications, Aircraft Pushback and Email: [email protected] / [email protected] Tel: +48 61 8480 284 Towing, Cabin Cleaning, Lavatory & Water Website: www.baneasa.biz Fax: +48 61 8492 345 Servicing, Aircraft Engine Starting. Services: Obtaining Permission for over Flight and &NBJMPGlDF!QP[BTQM Landing and Representation To RCAA, Airport / Website: www.pozas.pl Safeport Executive Ramp Services, FBO Handling, Loading/Unloading, Services: Passenger, Luggage, Aircraft Apron Lisbon International Airport, Building C1, Hangar 7 Aircraft Cleaning, Toilet and Water, Anti/De-Icing, Handling, Cabin Service, GPU, ASU Services. Transport for Crew Members, Cargo. 1749-035 Lisbon - PORTUGAL Tel: +351 21 0040400 Fax: +351 21 0040401 Swissport Poland Customer Service Mobile: +351 91 809 0036 RUSSIA ul.Zwirki i Wigury 1, 02-143 Warsaw, Poland Manager on Duty Mobile: +351 91 809 0035 Traverse Avia Service Ltd Tel: +48 22 650 4527 Email: [email protected] Ul. Second voyage, d. 8/29 Fax: +48 22 650 3599 Website: www.safeport.aero Tel: +7 495 436 4892, 436 7566 Mobile: +48 609 601 952 Services: Domestic and International Handling, Email: [email protected] Email: [email protected] Fast Turnaround, Technical Or Fuel Stops, Weather, Website: www.tras-mow.ru Website: www.swissport.com Passenger and Crew Assistance, Air Ambulance, Services: Ground Handling, Rates and Fees, Services: Airport Ticketing Sales Desk, Station Lounge and Meeting Room, Security Services, Refuelling, Organized Catering, Passenger and Representation and Supervision, Cargo Baggage Services, Aircraft Cleaning, Maintenance Crew Accommodation, VIP Halls. 3FTFSWBUJPO 5PXO0GlDF5JDLFUJOH 5SBWFM and Engineering, Catering Arrangements, Hotel Insurance. Reservations, Crew Transportation. Vnukovo Terminal 119027, Russia, Moscow, WELCOME Airport Services Sp. z o.o. Servisair/Swissport Portugal Zwirki Wigury Street 2 Reysovaya Street, "FSPQPSUPEF-JTCPB &EJlDJP1SJODJQBM #BMDBP 2-1, PGK 00-906 Warsaw, Poland Aeroport de Lisboa, 1700 - 007 Lisboa Tel: +48 22 650 43 81 Tel: +351 939 495 363 119027, Russia, Fax: +48 22 650 30 36 Fax: +351 218 488 091 Moscow &NBJMPGlDF!XFMDPNFBTQM Email: [email protected] Tel: +7 495 436 83 49 Website: www.welcome-as.pl/en Website: www.swissport.com Email: [email protected] Airport Locations: Warsaw (WAW), Krakow (KRK), Services: Airport Ticketing Sales, Arrival and Rzeszow (RZE)PORT Transfer Services, Special Passenger, VIP Services, Station Representation and Supervision and Executive Aviation. www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 65 GROUND SERVICE PROVIDERS

RWANDA SENEGAL SAINT MAARTEN Aviation Handling Services (SA) PO Box 29733 Dakar Airport Leopold Sedar Senghor Dakar Tel: +221 (0) 33 869 31 52 Menzies Aviation (St Maarten) Fax: +221 (0) 33 869 31 52 Airport Road #99, PO Box 2003, &NBJMSBDIJESJGl!BITHSPVQDPN Princess Juliana International Airport, AstraÆ Aviation Website: www.menziesaviation.com Simpson Bay, St Maarten, Email: [email protected] Services: Aircraft Pushback and Towing, Cabin Netherlands Antilles, Website: www.astra-aviation.com Cleaning, Check-In, De-Icing, Ground Power Supply, Services: Aircraft Charter, Aircraft Flight Support Tel: +599 546 7960 Load Control/Weight Balance, Loading/Unloading, Fax: +599 546 7961 and Supervision for Executive Aircraft and Passenger Bussing, Ticketing, Toilet & Water Services. Ambulance Flights, Aircraft Fuel Supply, Catering Mobile: +(599) 586 5664 and GHA Services Arranged and Permits Applied Email: [email protected] for, Airport Management and Representation SERBIA Website: www.menziesaviation.com Services: Ticketing, Check-In, VIP Lounges, Load for Passenger and Cargo Airlines “Astra Visitor SU-PORT Ltd Services” That Can Include Hotel Booking, Control, Aircraft Loading and Unloading, Cabin Airport Meet and Greet and Private Transport Nikola Tesla International Airport Cleaning, Toilet & Water Services, Aircraft Ground Services, Personal Protection Services, Local P.O. Box 8 Power & Start-Up, De-Icing, Pushback and Towing, Tours, Aviation Company Representation Services, 11180 Belgrade Customer Complaints Handling, Independent Call Aviation Consultancy, Aviation Safety, Security and Serbia Centres, Airside And Landside Bussing, Secondary Handling Products & Equipment, Aviation Security Tel: +381 11 214 6684 Tracing, LZ Storage and Management. Services, Cargo and Passenger GSA Services, Fax: +381 11 311 3872 Industrial Safety Wear. Email: [email protected] SLOVAKIA Website: www.su-port.com Services: Cabin Cleaning, Charter Flight Handling, Skyport s.r.o SAINT VINCENT AND THE GRENADINES %PDVNFOUBUJPO7FSJlDBUJPO -PBEJOH6OMPBEJOH M.R. Stefanik Airport, 823 09 Bratislava, Slovakia Vincy Aviation Services dba Caribbean Aviation Passenger Services, Ramp Services and Ticketing. Tel: +421 24 821 2735 Management Inc Fax: +421 24 821 2739 Email: [email protected] Arnos Vale, Suite Box K694, VC0120 SEYCHELLES Website: www.skyport.com/contacts/bratislava Saint Vincent and the Grenadines Air Seychelles Services: Baggage Handling, Charter Flight Tel: +784 456 5600 )BOEMJOH %PDVNFOUBUJPO7FSJlDBUJPO 1BTTFOHFS Fax: +784 456 5300 )FBE0GlDF Handling and Ticketing. Email: [email protected] International Airport Website: www.vincyaviation.com Pte.Larue Services: Airport Lounges, Baggage Handling, P.O. Box 386 SOUTH AFRICA Boarding, Charter Flight Handling, Check-In, Flight Mahe Africa Flight Services (South Africa) Pty Ltd Dispatch, Flight Planning, Ground Power Supply, Seychelles Lounge Services, Passenger Assistance Unit, O.R. Tambo International Airport Tel: +248 4 391 000 Unit 14-17 Foreign Airlines Cargo Terminals Passenger Handling, Ramp Services, Refuelling, Email: [email protected] Representation, Security, Ticketing and Toilet & Website: www.airseychelles.com PO Box 1091 Water Services. Services: Cargo Services, Documentation, VIP 1620 Kempton Park Services. Tel: +27 11 390 9900 SAUDI ARABIA Fax: [email protected] Attaar Travel Co SHARJAH BidAir Services (Pty) Ltd PO Box 31807, King Abdul Aziz Street, Al Agrabia Miracle Flight Support Private Bag X21, Al Khobar 31952 Executive Suite O R Tambo International Airport, Tel: +966 0 3 867 7476 Sharjah Airport International Free Zone Johannesburg, Fax: +966 0 3 867 8236 Po.Box 122962, Sharjah South Africa, 1627 Email: [email protected] Tel: +971 6 5575180 Tel: +27 11 383 9420 Website: www.attar-travel.com Fax: +27 11 823 6349 Services: Ground Handling, Passenger, Ramp. Fax: +971 6 5575200 &NBJMmUPQT!NJSBDMFBFSP Email: [email protected] Website: www.miracle.aero Website: www.bidair.co.za HavasHavas SaudiSaudi Arabia Services: Ground Handling, Charter, Travel Services Services: Passenger Handling, Load Control, Flight Prince MohammadMohammad Bin Abdulaziz International Operations, Ramp Handling, Cabin Cleaning, Toilet "JSQPSU "ENJOJTUSBUJPO0Gl"JSQPSU "ENJOJTUSBUJPO0GlDFT$PSSJEPS( and Water Services, FBO, Meet & Greet. 42342 Madinah / Kingdomg of Saudi Arabia SINGAPORE Tel: + 966 14 813813 9936 dnata Singapore PTE LTD Swissport South Africa EEmail:mail: [email protected]@havas.net 50 Airport Boulevard, P.O. Box 5511 WebsWebsite:ite: wwwwww.havas.net.havas.net O.R.Tambo International Airport 1627 Services: Representation,Representation, Administration Singapore 819658 & SuSupervision,pervision, PassenPassengerger Services, SSpecialpecial Tel: (65) 6511 0422, 6511 0423, 6511 0430 South Africa PPassengerassenger Assistance, PRM Services, Load Control Mobile: (65) 8100 8183 Tel: +27 11 928 8500 & FliFlightght OOperations,perations, RamRamp,p, Aircraft CleaninCleaning,g, Fax: (65) 6511 0418 Fax: +27 11 928 8657 GGeneraleneral AviaAviationtion & VIP ServicesServices,, LosLostt & FounFoundd Email: [email protected] Email: [email protected] Website: www.dnata.sg Website: www.swissport.com Services: Passenger, Ramp, Technical, Flight, Services: Airport Ticketing Sales Desk, Arrival National Handling Services Security, Apron Handling, Baggage Handling, and Transfer Services, Baggage Services, Check- 24 North Jeddah, Prince Sultan Street Aircraft Interior Cleaning, Security Services, in Services, Dedicated Passenger Services, Gate P.O. Box 11738, Jeddah 21463, Saudi Arabia Station Representation, Aircraft Loading/ and Departure Services, Lost and Found Services, Tel: +966 2 420 2829 Unloading, Pushback and Towing, Marshalling, Special Passenger and VIP Services, Load Control Fax: +966 2 693 9496 Lavatory & Water, ASU, GPU, ACU, Fire Fighting and Communications, Station Representation and Website: www.nhs.com.sa Equipment and Ground to Cockpit Communication. Supervision, Aircraft Loading/Unloading, Baggage Services: Aircraft Steps, Cabin Cleaning, Ground Sorting, GPU, Push-back, Water & Toilet Services, Power Supply, GSE Maintenance, Load Control/ Jet Quay Pte Ltd ACU, ASU Weight Balance, Loading/Unloading, Passenger P.O. Box 334, CIP Terminal, Bussing, Passenger Handling, Refuelling and Toilet & Water Services. Singapore Changi Airport, SPAIN $IBOHJ"JSQPSU1PTU0GlDF Singapore 918152 Acciona Airport Services Tel: +65 6513 1031 Anabel Segura 11, Business Center Albatros, Email: [email protected] Building B, 2nd B, 28108 - Alcobendas (Madrid) SPAIN SATS Ltd Tel: +34 91 663 0670 Fax: +34 91 663 0738 SGS Aviation Services 20 Airport Boulevard Email: [email protected] Prince Sultan st. Al Hanaki building. 4"54*OmJHIU$BUFSJOH$FOUSF Website: www.acciona-aiportservices.com P. O. Box 48154, Singapore 819659 Services: Passenger Services, Operations and Jeddah 21572 Tel: +6542 5555 Load Control, Ramp Services, Lost & Found, Cargo, Website: www.sats.com.sg Executive Aviation, Ticket Sales, PRM Handling, Saudi Arabia Email: [email protected] De-icing, Air Bridge and Off Airport Services. Tel: +966 2 690 9999 Services: Apron Services, Air Cargo and Passenger Fax: +966 2 690 9866 Services. Email: [email protected] AGA Airline Ground Assistance Website: www.sgsaviation.com.sa C/Menorca, 8-2, 07011 CEO: Qaid Al-Otaibi Palma de Mallorca, Email: [email protected] Baleares | 4FSWJDFT1BTTFOHFS 3BNQ 0QFSBUJPOT 5SBGlD España Control, Baggage, Cabin Appearance, Cargo. Tel: +34 971 787 727 Fax: +34 971 574 776 Email: [email protected]

66 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

Website: www.age-europe.com Representation, Light Plan Assistance, Liaison Ticketing, Cargo Handling Services, Freight Services: Passenger Handling, Load Control and with Local Authorities) Passengers Services Handling, Freight Ramp Services, Snow Blower, Dispatch, Ticket Sales, VIP Lounges, Handling (Check-in, Dedicated and Specialized Staff, PRM Services, GSE Repair Shop, Mail Handling, Supervision, Representation and Management, Document Control, Special Handling to Authorities Station Supervision and Document Handling. Flight Watch/Operations. And VIP Passengers, Special Assistance to Unaccompanied Minors (UM), Special Assistance Clever Handling Services on Luggage Irregularities (LL) and Distribution, Madrid-Airport Adolfo Suárez - Barajas - T4 Flights Connection, Boarding) Ramp Services Moose Aviation Services (Aircraft Loading/Unloading, Baggage Sorting P.O. Box 2 %FQBSUVSFT "MPOH"JSMJGU n and Transportation, Dangerous Goods Course Avda. de la Hispanidad s/n · $FSUJlFECZUIF4QBOJTI$JWJM"WJBUJPO"VUIPSJUJFT SE-190 45 Stockholm -Arlanda 28042 Madrid · España Quality Internal Audits, Airline Dedicated Key Sweden Tel: +34 91 745 91 98 Account Responsible, Call Centre and Secondary Tel: +46 8 797 89 70 Fax: +34 91 745 91 87 Tracing, Extraordinary Security Procedures for Fax: +46 8 797 89 72 Email: [email protected] Flights to the USA, Document Check for Non- Email: [email protected] Website: www.clever-handling.com Schengen Destinations, APIS Service for Flights Website: www.mooseaviation.se Services: Ramp Services, Baggage Handling, Cargo to USA and Canada, Registered Under ISAGO for Services: De-Icing, Glycol Removal, Aircraft and Mail Handling, Aircraft Services and Cleaning, the Following Sections: ORM (Headquarter and Heating Aircraft Washing / Cleaning. Passenger Service, Supervision and Coordination. Station Management), LOD (Load Control ), PAX (Passenger Handling), BAG (Baggage Handling), Spirit Air Cargo Handling Sweden AB GroundforceGroundforce Cargo HDL (Aircraft Handling, Loading/Unloading) And Fraktvägen 29 Crta.Crta. LlucmajorLlucmajor Km. 21,521,5 AGM (Aircraft Ground Movement). 19587 Stockholm-Arlanda POPO BOXBOX 132132 Tel: +46 8 7973360 07620 LlucmajorLlucmajor Swissport Spain S.A. Website: www.spiritaircargohandling.com Baleares EspaEspa a 5FSNJOBM%JRVF4VS 0lDJOB Services: Bonded Warehousing, Cargo and Mail Tel: +34 971 178 100 Barcelona Airport Handling, Full Freighter Ramp Handling, Full Export EEmail:mail: [email protected]@groundforce.aero 08820 El Prat de Llobregat (Barcelona) & Import Document Handling Including AWB Check Website: www.www.groundforce.aerogroundforce.aero Tel: +34 627 987 983/+34 91 748 23 83 & Data Capture, ULD Control and Management, Services: Ramp Services, Loading/Unloading, Fax: +34 91 748 23 85 / +34 91 748 23 85 5SVDLJOH$BSHP4DSFFOJOH #BDL0GlDF4VQQPSU BBaggageaggage SortingSorting andand Transportation,Transportation, CaCabinbin Email: [email protected] / Planning & Disposition, Customs Clearance. Cleaning,gpp Crew Transportation, Apron Bus, GPU, [email protected] PPushback,ushback, ASUASU,, ULDULD,, Toilet and Water,Water, Anti/De-Anti/De- Website: www.swissport.com Icing, Main Desk Platform Lift. Services: Airport Ticketing Sales Desk, Arrival and Transfer Services, Baggage Services, Check- Globalia Handling in Services, Dedicated Passenger Services, Gate Centro Empresarial Globalia and Departure Services, Lost and Found Services, WFS Sweden AB Special Passenger and VIP Services, Load Control FraktvŠgen 36 B-C Ctra.Arenal-Llucmajor, and Communications, Station Representation and Km. 21. 5 Cargo City, PO Box 92 Supervision, Aircraft Loading/Unloading, Baggage S-190 45 P.O. Box 132 Sorting, GPU, Push-back, Water & Toilet Services, Islas Baleares ACU, ASU Arlanda Tel: +46 8 593 608 00 07620 Email: [email protected] Spain Tel: +34 971 17 86 27 Fax: +34 971 17 83 68 SWITZERLAND Email: [email protected] Aviapartner Switzerland Website: www.groundforce.aero WFS Servicios Aeropuertos Services: Representation, Administration and Operation Centre 1, 7th Floor, Room 229 Aeropuerto Madrid-Barajas PO Box 47, 8058 Zurich Airport Supervision, Passenger, Ramp, Load Control, Centro de Carga Aerea Communications, Flight Operations, Support, and Switzerland Security. Edif. WFS - Parcela 1.2b Tel: +43 0 660 548 42 23 28042 Madrid Email: [email protected] Tel: +34 91 746 15 80 Website: www.aviapartner.aero Iberia Airport Services Email: [email protected] Services: Pushback/Towing, Baggage Handling, Avenida de la Hispanidad s/n Boarding, Cabin Cleaning, Check-In, Crew Transport, Zona Industrial Barajas De-Icing, Ground Power Supply, Loading/Unloading, &EJlDJPO SUDAN Passenger Assistance Unit, Passenger Bussing, 28042 AHBA Air handling Company Ramp Services, Ticketing, Toilet and Water Services, Madrid Khartoum International Airport Unaccompanied Minors. Spain P.O.Box: 758, Khartoum, 11111, Sudan Tel: +34 91 587 31 80 Tel: +249 183 574070/1/2 Airline Assistance Switzerland Ltd Fax: +34 91 587 30 94 Fax: +249 183 574044 P.O. Box 2119, CH-8060 Email: [email protected] Email: [email protected] Zurich-Airport Website: www.iberiaairportservices.es Website: www.ahba.sd Switzerland Services: Passenger Handling, Aircraft Ramp Ground Services Manager: Nadir H Atabani Email: Tel: +41 43 816 53 50 Handling, Cargo Handling, Load Control and [email protected] Fax: +41 43 816 53 52 Support, Representation & Admin, Aircraft Steps, 4FSWJDFT5SBGlD3BNQT $IFDLJO-VHHBHF Email: [email protected] Boarding, Cabin Cleaning, Check-In, Charter Counters, Cargo Handling & Storage, Safety, Website: www.aas-switzerland.ch Flight Handling, Pushback and Towing, Baggage Weight & Balance. Services: Passenger Services and Assistance, Handling, Crew Transportation, De-Icing, Exterior Ticketing, Full Ramp Services, Baggage Handling, Aircraft Washing, Flight Planning, GSE Equipment, SURINAME Load Control, Supervision, Anti- and De-Icing Line Maintenance, Load Control/Weight, Loading/ Services. Unloading, Ground Power Supply, Over Flight Surair Ground Services NV Rights, Passenger Services, Passenger Handling, Passenger Bussing, Ramp Services, Refuelling, J. A. Pengel International Airport, Representation, Slot Coordination, Snow Distrikt Para Removal, Ticketing, Toilet & Water Services and Suriname CHEP Aerospace Solutions Unaccompanied Minors. Tel: +597 325 485 Steinackerstrasse 2 Fax: +597 325 325 8302 Kloten, Switzerland Lesma Handling Group &NBJMTVSBJSHSPVOE!TMNlSNTS Tel: +41 43 255 4141 8FCTJUFXXXmZTMNDPN Fax: +41 43 255 4142 Domicilio Social y Dirección Aeropuerto Services: Ground Handling Email: [email protected] Aeropuerto De Girona-Costa Bra Website: www.chep.com/aerospace 17185 Vilobid Onyar (Girina) Airport Locations: AKL, AMS, BAH, BKK, BNE, BRU, Spain SWEDEN CDG, CHC, CPH, CUN, DEN, DFW, DME, DOH, EMA, Tel: +34 972 186 706 Aviator Airport Alliance Europe AB (Head Ofﬁ ce) EWR, FRA, HKG, HNL, IAD, IAH, JFK, LAX, LGW, Website: www.lesmahandling.com Generatorgatan 11, Box 118 LHR, LIS, LOS, LUX, MAD, MAN, MEL, MIA, MXP, Services: Ticket Sales, Collection of Excess 190 46 Stockholm-Arlanda NBO, ORD, PER, SEA, SFO, SIN, SVO, SYD, ZRH, Baggage Charges and Other Fees, Assistance YUL, YVR, YYZ to Passengers in the Event of Lost or Damaged Sweden Services: ULD and Galley Cart Solutions, Including Baggage, Air-Ground Radio Communication by Air Email: [email protected] Management, Supply, Maintenance, Repair Frequency Website: www.aviator.eu and Assembly, GSE Repair and Preventative .BJOUFOBODF *OmJHIU&OUFSUBJONFOU6QHSBEF NEWCO AIRPORT SERVICES S.A.U. Aviator Sweden &EJlDJP-CBSP$#BSCBEJMMP Box 118, 190 46 Stockholm-Arlanda, Sweden Dnata Switzerland $POUBDU+BO#SVOTUFEUn.BOBHJOH%JSFDUPS 4. 2ª Planta - 28042 Madrid Email: [email protected] dnata switzerland AG, Obstgartenstrasse 27 Spain Website: www.aviator.eu PO Box 235, CH-8302 Kloten Tel: +34 91 746 15 00 Airport Locations: MMX, ARN, GOT Tel: +41 43 815 83 11 Fax: +34 91 746 15 14 Services: Cabin Cleaning, Ramp Services, GSE Email: [email protected] Email: [email protected] Maintenance, De Icing, Maintenance, Cargo & Website: www.dnata.ch Website: www.newcoas.es Mail, Passenger, Security, Load Control, Airport Services: Passenger Services, Ticketing Ramp Services: Operations and Flight Dispatcher Lounges, Crew Transportation, Baggage Handling, Services, Baggage and Cargo Handling, Load (Loadsheet, Crew Control, Supervision and Control and Communications. www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 67 GROUND SERVICE PROVIDERS

Gate Gourmet TRANSWORLD AviationAviation Gate Gourmet Switzerland GmbH House NumberNumber 56 Balsberg, P.O. Box QV (Opposite High View Intl SchoolSchool)) CH-8058 Zurich-Airport Tel: +255 777 410 111122 ChukwanChukwanii Switzerland PP.O.BOX.O.BOX 21432143 Tel: +41 43 812 5480 ZANZIBAR, TANZANIA Fax: +41 44 810 9175 Bangkok Flight Services WWeb:eb: www.twa-znz.comwww.twa-znz.com Email: [email protected] Bangkok Suvarnabhumi International Airport ++255255 777722 887474 988 Website:Æ www.gategourmet.com/ 777 Moo 1, Nong Prue, Bang Phli Services: Ground handlinhandling.g. Ground SuSupport,pport, CargoCargo Services: Airline Catering and Last Mile handlinhandlingg Provisioning, On-Board Retail Solutions, A Major Samut Prakan 10540, Thailand Driver of Ancillary Revenue, the same Catering Tel: +66 2131 5000 And Provisioning Services for Non-Airline Fax: +66 2131 5099/5077 ZAT Aviation Customers: Railway Companies, Lounges And Email: [email protected] P.O. Box 1981 8FCTJUFXXXCBOHLPLmJHIUTFSWJDFTDPN Business Aviation. Services: Premium Airport Service, Passenger Zanzibar Handling Services, Ramp Handling Services and Tanzania, Swissport Zurich $BSHP)BOEMJOH4FSWJDFTnJODMVEJOHCVUOPU Tel: +255 24 223 3979 / 223 1819 P.O Box, 8058 limited to Representation, Loading/Unloading, Fax: +255 22 313 36 / 22 30 259 Zurich Airport Interline Baggage, Aircraft Cleaning, Cabin Email: [email protected] Switzerland Service, Marshalling, Flight Operations, Dispatch, Website: www.zanzibar-airport.com Weight and Balance Control, Towing, Pushback, Services: Baggage Handling, Cabin Cleaning, Tel: +41 43 815 03 25 Check-In, Ground Power Supply, Fax: +41 43 815 03 08 Air Start, Water and Lavatory, Ground Power, Air Conditioning, ULD Conditioning, Crew Transport. Loading/Unloading, Passenger Assistance Unit, Email: [email protected] Passenger Handling, Ramp Services, Website: www.swissport.com Unaccompanied Minors, ASU, Cabin Cleaning. Stations: Basel Lufthansa Services (Thailand) Ltd Services: Airport Ticketing Sales Desk, Arrival Suvarnabhumi International Airport and Transfer Services, Baggage Services, Check- Room A4-091a, 4th Floor, 999 Moo 1, TOGO In Services, Dedicated Passenger Services, Gate and Departure Services, Lost & Found Services, Bangna-Trad, Rachathewa, Bangpli, Societe Togolaise de Handling Special Passenger and VIP Services, Load Control Samutprakarn 10540 Thailand BP 10112 Lome - TOGO and Communications, Station Representation and Telephone : +66 2 134 2210 Tel: +00228 226 34 19 Supervision, Aircraft Loading/Unloading, Baggage Fax: +66 2 134 2219 Fax: +00228 226 34 25 Sorting, GPU, Push-Back, Water & Toilet Services, Email: [email protected] Email: [email protected] ACU, ASU. Website: www.joinlst.com Website: www.sthandling-aero.tg Services: Passenger Services, Load Control, Sales Services: Service Operations; Marshalling, Flight and Ticketing, Centralized Load Control, Phuket Handling, Aircraft Equipment, Loading/Unloading, TAIWAN Handling Supervision, Baggage Service, Cargo Baggage Delivery, Transition Service, Freight Evergreen Airline Services Corp Handling Supervision. Service and Technical Services. 6-1 Hangzhan S. Rd., Dayuan Thai Airports Ground Services Co. Ltd Taoyuan County 337 Cargo Terminal 4 TRINIDAD AND TOBAGO Taiwan Servisair/Swissport Tel: 866 3 351 9922/9927 171 Vibhavadi Rangsit Road Fax: 886 3 383 4892 Bangkok Int’l Airport Piarco International Airport, Email: [email protected] 10210, Bangkok Piarco. Website: www.egas.com.tw Thailand W.I. Services: Passenger Service, Ramp Service, Cargo Tel: +66 253 51986 Tel: +1 868 669 1259 and Mail Service, Cabin Service, Aircraft Service, Fax: +66 253 51987 Fax: +1 868 669 2052 GSE Maintenance, Laundry Service and Building Email: [email protected] Email: [email protected] Exterior & Cleaning Services. Website: www.tags.co.th Website: www.swissport.com Services: Representation, Administration and Services: Airport Representation, Cabin Cleaning, Supervision Passenger Services, Ramp Services GSE Maintenance, Load Control/Weight Balance, Taoyuan International Airport Services Co Ltd Passenger Services and Ramp Services. No.15, Hang Chin N. Rd. Load Control, Communications and Flight Operations, Cargo and Mail Services Taoyuan International Airport Support Services. Taoyuan 33758 TUNISIA Taiwan, R.O.C. Soltane Aviation Services Tel: +886 0 3 398 2578/+886 0 3 398 2517 TANZANIA Tel: +216 71 807 217 Fax: +886 3 383 4488 Africa Flight Services Mobile: +216 98 466 981 Email: [email protected] / [email protected] Email: [email protected] Website: www.tias.com.tw JNIA Cargo Website: www.soltaneaviationservices.com Services: Aircraft Pushback/Towing, Baggage PO Box 5896 Services: Ground Handling, Landing Permits, Handling, Cabin Cleaning, Exterior Aircraft Dar Es Salaam Catering, Fuel. Washing, Ground Power Supply, GSE Maintenance, In Flight Catering, Loading/Unloading, Passenger Mwanza Ground Handling TAV Tunisie SA Ground Handling Services Assistance Unit, Ramp Services, Refuelling & Toilet PO Box 10605 and Water Services. &OlEIB)BNNBNFU*OUFSOBUJPOBM"JSQPSU Mwanza Sousse 4030 Tanzania Tunisia THAILAND Tel: +255 282 560 694 / +255 282 560 687 Tel: +216 7 310 3010 BAGS Ground Services Co.,Ltd. Fax: +255 282 560 614 Fax: +216 7 310 3017 Email: [email protected] Email: [email protected] 333 LPN Building 1, 12th Floor, Room A2 Website: www.mwanzaairco.com Services: Aircraft Pushback/Towing, Baggage Viphavadee-Rangsit Road, Chomphon Services: Guiding Aircraft, Passenger Steps for Handling, Boarding, Cabin Cleaning, Check-In, Chatuchak Bangkok 10900 Thailand Boarding and Disembarking, Ground Handling Landing Permits, Load Control/Weight Balance, Tel: +66 2272-2591 Operations, Catering, Baggage Handling, Towing -PBEJOH6OMPBEJOH 0WFSmJHIU3JHIUT 1BTTFOHFS Fax: +66 2272-2593 and Positioning Aircraft, Cleaning & Servicing Assistance Unit, Passenger Handling, Ramp Email: [email protected] Cabin, Aircraft & Lavatories, Loading/Unloading, 4FSWJDFT 4MPU$PPSEJOBUJPO 5SBGlD3JHIUT Website: www.bags-groundservices.com Mobility of Passengers and Crews. Unaccompanied Minors. Services: Flexible Airport Services, Fully Ground Handling Services such as Passenger Handling Swissport Tanzania Ltd Tunisair Handling Services, Ramp Handling Services and Cargo P.O. Box 18043 Handling Services - including but not limited to 18 Rue des Entrepreneurs Representation, Loading/Unloading, Interline Terminal II Charguia II Baggage, Aircraft Cleaning, Cabin Service, Julius Nyerere International A Tunis 2035 Marshalling, Flight Operations, Dispatch, Weight Dar es Salaam Tunisia and Balance Control, Towing, Push Back, Air Tanzania Tel: +216 71 942 555 ext. 104 Starter, Water and Lavatory, Ground Power, Tel: +255 22 284 4610 Ext. 2230 Fax: +216 71 942 188 Air Conditioning, ULD Conditioning, Crew Mobile: +255 754 400 660 Email: [email protected] / Transportation, and so we Provide the Airport Fax: +255 22 284 4343 [email protected] Services for 16 Airports around Thailand. Email: [email protected] Website: www.tunisairhandling.com Website: www.swissport.com Services: Representation, Administration and Services: Lost & Found, Gate & Departure, Supervision, Passenger Services, Ramp Services, Passenger Services, Check-In, Baggage, Arrival and Load Control, Communications, Baggage Handling Transfer, Station Control, Supervision, Baggage and Flight Operations. Sorting, Aircraft Servicing, GPU, Crew Transport, Loading/Unloading, Water & Toilet, Flight Operations, Cabin Cleaning, Weight Balance, Ramp, TURKEY Security, Ground Power Supply. Adriyatik Aviation Services Ltd Mete Cad. No: 22/4, Taksim, Istanbul Tel: +90 212 249 8000

68 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

Fax: +90 212 249 62 72 ASE Associated Services Experts (Member of the Email: [email protected] ASE group) Website: www.adriyatik.com Dubai Airport, Dubai, Services: Handling, Representation, Cargo and Fuel Services. United Arab Emirates TGS Turkısh Ground Services Tel: +971 4 2146 975 Istanbul World Trade Center Fax: +971 4 2146 978 AirMark Airline Marketing & Services A3 Block 6 th Floor 34149 Email: [email protected] Yenibosna Merkez Mah. Yesilkoy/Istanbul Website: www.asegroup.aero Cinar Cad. No. 9 Kat: 2 34197 Turkey Services: Operational Support and Ground Bahcelievler/Instanbul Tel: +90212 463 36 36 Handling. Tel: +90 212 444 1 GSA (472) Fax: +90212 463 37 37 Fax: +90 212 245 44 86 Email: [email protected] DNATA Email: [email protected] Website: www.tgs.aero Dubai International Airport Website: www.air-mark.com Stations:Atatürk Airport, Sabiha Gökçen, PO Box 1515 Services: Cargo System Sales and Management, Esenboga, Adnan Menderes Airport Domestic Dubai Booking Reservations, Import and Export, Terminal Gaziemir /Izmir, Antalya Airport, Adana Document Handling, In and Outside Sales and United Arab Emirates Airport Tel: +971 4 218 6607/6634 Marketing, Dedicated Reservations, Operations Services: Passenger, Ramp, Operations, Cargo Staff, Domestic Trucking and Warehousing. Email: [email protected] Services. Website: www.dnata.com CelebiCelebi GrounGroundd HanHandlingdling Services: Marshalling and Parking, Unloading/ UGANDA Loading, Cabin Material, Toilet Services, Exterior Anel Merkezi, Aircraft Cleaning, Aircraft Moving, Crew Transport, SaraySaray Mah DAS Aviation Handling Ramp to Flight Desk, Baggage Handling, Cabin SiteSite YoluYolu Sok )FBE0GlDF4FCVHXBXP%SJWF Cleaning, Portable Water, Cooling/Heating, Air No: 5, Kat: 9 Entebbe International Airport Start, ULD Management, Cabin Dressing and 34768 Ümraniye P.O. Box 5840, Kampala Passenger Transport. IstanbulIstanbul Uganda TURKEYTURKEY Tel: +256 414 321296 Hadid International Services Tel:Tel: +90 216 666 60 32 Fax: +256 414 321440 Dubai Airport FreeZone FFax:ax: ++9090 221616 630 36 30 Email: [email protected] West Wing 3 EE-mail:-mail: info@[email protected] / Website: www.dashandling.com PO Box 54508, Dubai [email protected] United Arab Emirates Website: www.celebihandling.com.tr Services: Cold Storage, Cargo & Courier, Baggage, Passenger, Mechanical & Electrical. Tel: +971 4 299 7777 Services: MeetingMeeting & ParkingParking Aircraft,Aircraft, UnloadingUnloading Fax: +971 4 299 7700 aandnd LoaLoadingding AircrafAircraft,t, Email: [email protected] TransporTransportingting Passengers anandd Crew bbetweenetween Enetebbe Handling Services Ltd Website: www.hadid.aero AAircraftircraft and Terminal, Aircraft TowinTowingg ENHAS Services: Ramp Handling, Passenger Handling, Cleaningg Cabin Interiors and Exteriors, Providing Old Airport, Sebugwawo Drive Customs and Immigration, Cargo & Baggage, CCabinabin HeatinHeating/Coolingg/Cooling Services Entebbe International Airport Catering, FPL Filing, Crew Visa Arrangements, PProvidingroviding AircraftAircraft ToiToiletlet anandd WaterWater Services, DeDe-- Crew and Passenger Transport, Hotel Icing AircrafAircraftt & TaTakingking Anti-IcingAnti-Icing Measures wwhenhen Entebbe- Uganda (East Africa) Accommodation, Limousine and Wheelchair WeaWeatherther ConConditionsditions Require, Ramp, Passenger, Services. CCargo,argo, Executive AviationAviation Tel: +256 41 432 1446 Fax: +256 414 321 307 Email: [email protected] JetEx Flight Support Fly Service Ltd Dubai International Airport Free Zone FOMJLLZ.BI:BNB 4PLBL 'MPSZB Website: www.enhas.com Services: Quality Control, Training, Baggage, & #-0$,"n/0 #BLSLZ 5²SLFZ P.O.BOX: 54698 DUBAI, UAE Phone : +90 212 663 3718 Passenger, Cargo, Courier. Tel: +971 4 212 4000 Fax : +90 212 663 3513 Email: [email protected] &NBJMJOGP!mZTFSWJDFUVSLFZDPNUS UKRAINE Website: www.jetex.com 8FCTJUFXXXmZTFSWJDFUVSLFZDPN Services: Fuelling, Flight Planning, Hotel, Crew 4FSWJDFT1"97*1)BOEMJOH 0CUBJOJOH5SBGlD AIRLINK INTERNATIONAL Transport, Crew Visa, Catering, Ramp Supervision, Rights, Fuel Arrangements, Meet & Greet, Catering, 25th Chapaev Accommodation, Flight Monitoring, Concierge Hotels, Passenger Welfare, Administrative Services. and Accounting Work, Runway Analysis, Flight Division Street 6V Planning, Handling Arrangements, Aircraft Business Centre Floor 3 Brokerage and Aircraft Baggage Security. 0GlDF 0EFTTB Link Aero Trading Agency Ukraine %VCBJ"JSQPSU'SFF;POF #VJMEJOH8"0GlDF( Gozen Air Services Tel: +380 48 7778303 Tel: +971-42533181 Fax: +380 48 7778304 Fax: +971-42533182 ([FO)BWBDMLWF5JD")BMLBM$BEEFTJ &NBJMPGlDF!BJSMJOLXPSMEDPN Mobile: +971 5 62719675 "WDMBS4PLBL Website: www.airlinkworld.com Email: [email protected]/ No. 56 34153 Florya 4FSWJDFT$BUFSJOH4FSWJDFT 5SBGlD)BOEMJOH [email protected] Istanbul / TURKEY Dispatch, Entry and Landing Permission, Crew Website: www.linkagency.com Tel: +90 212 662 10 62 Accommodation, VIP Terminal Services, Crew Services: Full Ground Handling arrangements, Fax: +90 212 662 10 90 Transportation, Baggage Handling, Refuelling, Supervision, Fuel & Catering arrangements, Email: [email protected] Security, Flight Dispatch, Ramp. Global Flight Support, Crew assistance, Hotel Website: www.gozenair.com accommodation, Transportation, Landing & Services: PAX/VIP Handling, Obtaining Krymaviaservice Ltd Over Flying Permits, Special Passenger and VIP 5SBGlD3JHIUT 'VFM"SSBOHFNFOUT .FFUBOE Services, Cargo Handling arrangements. Greet, Catering, Hotels, Passenger Welfare, Simferopol Airport Central, Simferopol St. Karl Administrative and Accounting Work, Runway Marx, 49 RamJet Aviation Support Analysis, Flight Planning, Handling Arrangements, Simferopol, Ukraine, 95491 401A BC4 RAK Free Zone Aircraft Brokerage and Aircraft Baggage Security. Tel: +380 652 248 044 / +380 652 595895 Fax: +380 652 248 044 / +380 652 248101 P.O. Box 11487 Email: [email protected] RAK, HAVASHAVAS GrounGroundd HanHandlingdling CCoo Website: www.aviaserv.com.ua U.A.E Havas Genel Mudurlugu / HQHQ Services: FBO, Aircraft, Passenger and Cargo Tel: +971 7 227 8808 TAV YonetimYonetim Binasi, AAtaturktaturk HavaHavalimanilimani Dis Handling, VIP, Refuelling, Power Supply On-board Fax: +971 7 227 8848 HatlarHatlar TerminaTerminalili and Air Navigation Services. Email: [email protected] 34149 Yesilkoy / IstanbuIstanbull Website: www.ramjet.aero Tel:Tel: +90+90 212 465465 56 56 Services: Ground Handling, Permits, Fuel, Catering, FaFax:x: +90+90 212 446565 56 00 UNITED ARAB EMIRATES Charter Services and Accommodation. EEmail:mail: [email protected]@havas.net Abu Dhabi Airport Services WWebsite:ebsite: wwwwww.havas.net.havas.net P.O. Box 94449, Rus Aviation Services: Representation,Representation, AAdministrationdministration Abu Dhabi, P.O. Box 8381 & Supervision, Passenger Services, SpeciaSpeciall Saif Zone, Sharjah PPassengerassenger Assistance, PRM Services, Load Control UAE & FliFlightght OOperations,perations, RamRamp,p, Aircraft CleaninCleaning,g, DeDe-- Tel: +971 2 5055000 United Arab Emirates icinicingg & Anti-icinAnti-icing,g, CarCargogo HandlinHandlingg & Warehouse, Fax: +971 2 575 8300 Tel: +971 6 557 2800 GGeneraleneral AviaAviationtion & VIP Services, LosLostt & FounFound,d, Email: [email protected] Fax: +971 6 557 2600 AAirportirport TicketinTicketingg Website: www.adac.ae Website: www.rusaviation.com Email: [email protected] / charter@ Al Ain Airport Services rusaviation.com Jet Support Services: Representation, Administration and Senlikkoy Mah, Yesilkoy Cad "M,IBMFFK"M"SBCJ4Un Supervision, Passenger, Ramp, Load Control, Com- Alacati Evleri Yani No: 9/A Al Ain munications and Flight Operations, Cargo and Mail. 34153 Florya/Istanbul United Arab Emirates Tel: +90 (212) 573 28 65 Tel: +971 2 505 5000 E-mail: [email protected] Website: www.adac.ae Website: www.jetsupport.aero

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 69 GROUND SERVICE PROVIDERS

Sharjah Aviation Services Fax: +1332 853 650 Swissport Birmingham Freight Center Building Email: [email protected] 2nd Floor Terminal 1 Al Dhaid Road Website: www.aviation-solutions.co.uk Birmingham International Airport Airport Area 70888 Aviator UK Birmingham, B26 3QJ UAE Room 3037, 3rd Floor Balcony Tel: +44 121 329 5060 Tel: +971 6 514 1111 South Terminal , Gatwick Airport Fax: +44 121 329 5099 Fax: +971 6 558 0361 West Sussex, RH6 0NP Email: [email protected] Email: [email protected] United Kingdom Website: www.swissport.com Website:Æ www.sharjahaviation.com Contact: Debbie Westlake, Managing Director Stations: Manchester (MAN), Newcastle (NCL), Services: Baggage Handling, Loading/Unloading, Email: [email protected] Southampton (SOU), Norwich (NWI), Stanstead Flight Operations and Dispatch, Cabin Cleaning, Website: www.aviator.eu (STN), Luton (LTN), Heathrow (LHR), Gatwick Aircraft Exterior Cleaning, Load Control and Dispatch. Airport locations: LGW, BHX, NCL, MAN, EDI (LGW), Liverpool (LPL), Leeds Bradford (LBA), Services: Representation & Admin, Pax Services, Jersey (JER), Inverness (INV), Humberside (HUY), SKA International Group Ramp Services, Lounge, Load Control Comms & Guernsey (GCI), Glasgow (GLA), Exeter (EXT), Ops, Cargo & Mail, Support Services, Security, A/C Edinburgh (EDI), East Midlands (EMA), Durham 0GlDF/P(# Maintenance, Deicing %4" %PODBTUFS4IFGlFME %4" $BSEJGG $8- Post Box: 50127 Bristol (BRS), Bournemouth (BOH), Belfast (BFS), Jebel Ali Free Zone Authority (JAFZA) Aberdeen (ABZ), Stanstead (STN) Dubai Services: Airport Ticketing Sales Desk, Arrival and United Arab Emirates Transfer Services, Baggage Services, Check-in Services, Tel: +971 4 8840 800 Cobalt Ground Solutions Dedicated Passenger Services, Gate and Departure Fax: +971 4 8840 808 Room 2535, Terminal 4 Services, Lost and Found Services, Special Passenger Website: www.ska-arabia.com Heathrow Airport London, Hounslow and VIP Services, Load Control and Communications, Services: Ground Handling, Terminal Operations, Middlesex, TW6 3XQ Station Representation and Supervision, Aircraft Fuel, Passenger Charter. Tel: +44 20 8750 9881 Loading/Unloading, Baggage Sorting, GPU, Push-back, Email: [email protected] Water & Toilet Services, ACU, ASU UNITED AVIATION SERVICES (UAS) Website: www.cobaltgs.com P.O BOX 54482, Dubai Services: Airline Move Or Start-Up Project Wings 24 Ltd Management, Passenger Check-In, Self-Service Global Flight Support United Arab Emirates Kiosk Hosting, Premium Passenger’s Concierge Tel: +971 4 299 66 33 Service, Boarding Control & Gate Function, 3 City Place, Beehive Ring Road Fax: +971 4 299 67 77 Transfer Desk Services, Flight Operations Control, Gatwick, West Sussex RH6 0PA Email: [email protected] Flight Despatch, Baggage Services (Lost & Found), United Kingdom Website: www.uas.ae Ticket Desk, Full Ramp & Baggage Handling, De- Tel: +44 1293 655422 Services: VIP Ground Handling, Quality GSE Usage, Icing, Aircraft Towing. Fax: +44 1293 655423 Baggage Handling, Catering, Crew Assistance, Ground Transportation, Hotel, Security, Cargo and Email: [email protected] Commercial Handling, Flight Monitoring. Dnata Ltd Website: www.wings24.com Bedfont Road, Stanwell, Middlesex, TW19 7LU Services: Logistics And Trip Preplanning, United Kingdom Arranging Full Set Up Of Static Display Areas, UNITED KINGDOM Tel: +44 1784-425100 Coordination Of Flying Displays During Airbase Flight Support Limited Fax: +44 1784-425122 The Event, Hangarage And Ramp Security, Email: [email protected] Gatwick Gate Website: www.dnata.co.uk Ground Equipment, Security Clearance For $IBSMXPPE3PBE -PXlFME)FBUI Services: Cargo Warehousing, Freight Handling, Areas Required For Operator Personnel And Crawley, West Sussex, RH11 0TG Transport, Security, Supervision, Aircraft Loading & Contractors, Airside Access For Support United Kingdom Unloading, De-Icing, Flight Operations, Push Back. Vehicles, Providing Wings24 Personnel On Tel: +44 1293 553 337 Site To Offer Full Supervision Of All Services, Fax: +44 1293 530 600 Glasgow Prestwick Airport Organisation Of Press Conferences And Private Email: [email protected] Website: www.airbase.co.uk Aviation House, Prestwick, KA9 2PL Meeting Rooms, Full Customer Corporate Services: Ramp, Passenger, Technical. Ayrshire Hospitality, Specialist Fuel Requirements Tel: +44 871 223 0700 Fax: +44 129 251 1259 Email: [email protected] Website: www.glasgowprestwick.com Services: Passenger, Freight & Handling Services

Worldwide Flight Services Ltd Aircraft Service International Group Ltd London Heathrow Airport Aviation House, London Heathrow Airport Building 552 - Shoreham Road East Southern Perimeter Road TW6 3UA Menzies Tel: +44 208 564 5330 Middlesex TW6 3AE 4 New Square, Bedfont Lakes, Email: [email protected] United Kingdom Feltham, Middlesex, TW14 8HA Tel: +44 208 283 1000 United Kingdom Fax: +44 208 283 1003 Tel: +44 208 750 6000 UNITED STATES Email: [email protected] Fax: +44 208 750 6001 Website: www.asig.com Email: [email protected] / info@ Services: Loading/Unloading, Baggage Handling, menziesplc.com Mail and Cargo, Marshalling, Pushback & Towing. Website: www.menziesaviation.com Services: Ticketing, Check-In, VIP Lounges, Load Air Dispatch Control, Aircraft Loading and Unloading, Cabin 3 City Place, Beehive Ring Road, Gatwick Cleaning, Toilet and Water Services, Aircraft Ground Power and Start-Up, De-Icing, Pushback Airport Terminal Services (ATS) United Kingdom 111 Westport Plaza Drive, Suite 400 Tel: +44 1293 513095 and Towing, Customer Complaints Handling, Fax: +44 1293 655423 Independent Call Centres, Airside and Landside St. Louis, Missouri 63146, USA Email: [email protected] Bussing, Secondary Tracing, LZ Storage and Tel: +1 314 739 1900 Website: www.air-dispatch.com Management. Fax: +1 314 739 7070 Services: Centralised Load Control. Email: [email protected] OCS Website: www.ATSSTL.com Stations: Austin, TX (AUS), Atlanta, GA (ATL), Airline Services Ltd Tilgate Forest Business Park, Brighton Road Mascoutah, IL (BLV), Nashville, TN (BNA), Canberra House, Robeson Way, Sharston Green Crawley, RH11 9BP Columbus, OH (CMH), Colorado Springs, CO (COS), Business Park, Manchester, M22 4SX, UK Tel: +44 844 846 7606 Washington D.C. (DCA), Dallas, TX (DFW), Detroit, Tel: +44 161 495 6900 Email: [email protected] MI (DTW), Houston, TX HOU, Huntsville, AL (HSV), Email: [email protected] Website: www.ocs.co.uk Jackson, WY (JAC), Las Vegas, NV (LAS), Los Website: www.airline-services.com Services: Aircraft Cleaning, Vessel Cleaning and Angeles, CA (LAX), Flushing, NY (LGA), Kansas Airport Locations: Manchester (MAG), London Aviation Fleet Cleaning. City, MO (MCI), Chicago, IL (MDW), McAllen, TX Gatwick (LGW), London Heathrow (LHR), London (MFE), Madison, WI (MSN), Minneapolis-St. Paul, Stanstead (STN), London Luton (LTN), Bristol (BRS), Premiere HandlingHandling LtLtdd MN (MSP), New York (JFK), Ontario, CA (ONT), Birmingham (BHX), East Midlands (EMA), Newcastle AddressAddress Room 22, LevelLevel 7 Palm Beach, FL (PBI), Portland, OR (PDX), Phoenix, (NCL), Edinburgh (EDI), Glasgow (GLA), Liverpool TerminalTerminal 1, ManchesterManchester AirporAirportt AZ (PHX), Philadelphia, PA (PHL), Palm Springs, (LPL), Leeds Bradford (LBA, and Cardiff (CWL). UK CA (PSP), Reno, NV (RNO), Fort Meyers, FL (RSW), Services: Passenger service, ramp and baggage Tel:Tel: +44 161161 448989 66789789 San Diego, CA (SAN), Seattle, WA (SEA), San Jose, handling, operations and dispatch, supervision, FFax:ax: +44 161-489-8855161-489-8855 CA (SJC), Salt Lake City, UT (SLC), Orange County, aircraft presentation and de-icing. Email: [email protected]@premierehandling.com CA (SNA), St. Louis, MO (STL) Website: www.www.premierehandling.compremierehandling.com Services: De-Icing, Passenger, Ramp Handling, Aviation Solutions Services: FuFullll HanHandling,dling, GroundGround HandlingHandling Marshalling, Pushback, Fuelling, Loading and EMA Cargo West, East Midlands Airport EquipmenEquipment,t, CaCatering,tering, FueFuel,l, De-Icing. Unloading, Cabin Cleaning, Cargo Services, GSE Maintenance, Baggage Services, Lounge Services, Derby, DE74 2TR Concierge Services. Tel: +1332 853 510

70 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com GROUND SERVICE PROVIDERS

GAT Airline Ground Support Mercury Air Cargo 1PTU0GlDF#PY 6040 Avion Drive, Suite 200 Mobile, Alabama 36608 Los Angeles, CA 90045 USA Tel: +1 310 641 5667 Tel: +1 251 633 3888 Website: www.mercuryaircargo.com Fax: +1 251 633 4028 Services: Warehouses Providing Import and Export Website: www.gatags.com Services, Allocated Space on Airlines Ensures Aircraft Service International Group (ASIG) Services: Ramp, Passenger, Ancillary, Cargo, Space on Flights, World-Wide Air Transportation Ground Handling, Marshalling, Pushback, Towing, Service, Customs Documentation Service, Air 201 S. Orange Avenue Cargo Charter Services. Suite 1100A Baggage and Cabin Appearance. Orlando, FL 32801 Prime Flight Aviation Services USA Tel: +1 407 648 7373 7135 Charlotte Pike, Suite 100 Fax: +1 407 206 5391 Nashville, TN 37209 Email: [email protected] Tel: +1 615 312 7856 Website: www.asig.com Fax: +1 615 399 1438 Airport Locations: 71 Airports: North America, &NBJMJOGP!QSJNFmJHIUDPN Central America, Europe and Asia Flight Services & Systems 8FCTJUFXXXQSJNFmJHIUDPN Services: Ramp Handling, Cabin Cleaning, Services: Aircraft Ground Handling, Interline Passenger Services, Into Plane Fuelling, Fuel Facility Crown Centre Baggage Transfer, Security, Ramp Scrubbing, Management, GSE Fuelling, Aircraft De-icing, GSE 5005 Rockside Road, Suite 940 GSE Maintenance. Maintenance, Jet Bridge and Baggage Handling Cleveland, OH 44131, USA System Maintenance, Airport Facility Services. Tel: 001 216.328.0090 Paciﬁ c Aviation Corporation Email: [email protected] 380 World Way, Box S-31 Website: FSSPeople.com Los Angeles, CA 90045 Locations: Anchorage (ANC), Austin (AUS), Tel: +310 646 4015 Boston (BOS), Baltimore (BWI), Charleston Fax: +310 646 4016 (CHS), Cleveland (CLE), Dallas/Fort Worth (DFW), Consolidated Aviation Services (CAS) Fairbanks (FAI), Fresno (FAT), Milwaukee (MKE), &NBJMJOGP!QBDJlDBWJBUJPODPN Cargo Building 261 8FCTJUFXXXQBDJlDBWJBUJPODPN New Orleans (MSY), Chicago (ORD), West Palm Services: Passenger Services, Flight Operations, JFK International Airport, Jamaica, NY 11430 Beach (PBI), Portland (PWM), Redmond (RDM), Crew Administration. Telephone: +718 244-0900 Fort Myers (RSW), Seattle (SEA), Shreveport Website: www.casusa.com (SHV), St Louis (STL) Stations: New York (JFK), Newark (EWR), Services: Passenger Services, Security Services, QUANTEM Aviation Services Washington Dulles (IAD), Houston Airport System Ground Handling, Terminal Services, Charter 175 Ammon Dr, Manchester, NH 03103 (IAH), Chicago O’Hare (ORD), Will Rogers (OKC), 4FSWJDFT $POUSBDU4UBGlOH USA Dallas/Fort Worth (DFW), Denver (DEN), George Tel: +603 647 1717 Bush International Airport (IAH), San Antonio Global AMS Email: [email protected] International Airport (SAT), Fort Lauderdale- 2491 Winchester Road Suite 312 Website: www.qasllc.aero Hollywood International Airport (FLL), Miami Stations: Anchorage (AK), Baltimore (BWI), Boston International Airport (MIA), Montreal Pierre Elliott Memphis, TN 38116 (BOS), Fort Wayne (FWA), Fort Myers (RSW), Trudeau International Airport (YUL), Toronto Tel: +901 344 9636 Greensboro (GSO), Indianapolis (IND), Jacksonville (YYZ), San Diego (SAN), Philadelphia (PHL), Fax: +901 346 6636 (JAX), Manchester, (MHT/CHQ), Milwaukee (WKE), Seattle (SEA) Email: [email protected] Norfolk (ORF), Orlando (MCO), Peoria (PIA), Services: Passenger, Cargo, Ramp Handling, Mail Website: www.fssgams.com Portland (PDX), Richmond (RIC), Rochester Handling, Facility Management. Services: Aircraft Support, Private Charter (ROC), Salt Lake City (SLC), South Bend (SBN), St. Operations, FBO and Terminal Operations. Petersburg (PIE), Tulsa (TUL) Services: Ground Handling, Passenger Services, Air Service Hawaii Goddard Catering Group 95 Nakolo Place, Honolulu, HI 96819 Aircraft Cleaning, Cargo Warehousing, Cargo Aircraft Tel: +808 821 3122 / 839 5003 2525 Embassy Drive, Suite 13, Cooper City, Handling, Fluid Reclamation And GSE Maintenance Fax: +808 836 2117 Florida 33026, USA Email: [email protected] Tel: +1 954 438 9855 Superior Aircraft Services Inc. Website: www.airservicehawaii.com Fax: + 1 954 438 9540 $IFTUFSlFME$FOUFS 4VJUF Services: Fuel and Handling, Crew Services, www.goddard-catering.com Services: Catering $IFTUFSlFME .0 Passenger Services. Tel: +636 778 2300 Website: www.superiorskycaps.com Spire Flight Solutions Hallmark Aviation Services Airport Locations: SYR: Syracuse, NY, BOS: Boston, 4500 Cherry Creek Drive South, Suite 860 5757 West Century Blvd, Suite 860 MA, EWR: Newark, NJ, ORF: Norfolk, VA, RDU: Denver, Colorado 80246, United States Los Angeles , CA 90045 Raleigh-Durham, NC, MCO: Orlando, FL, TPA: Tampa, Tel: +1 303 566 3131 United States FL, FLL: Fort Lauderdale, FL, RSW: Fort Myers, FL Fax: +1 303 566 3114 Tel: +1 310 215 0701 Services: Baggage Handlers, Wheelchair Services, &NBJMDT!XGTDPSQDPNDT!TQJSFmJHIUDPN Fax: +1 310 410 5350 Security, Aircraft Cleaning. Website: https://www.wfscorp.com/Spire_Flight_ Email: [email protected] Solutions Website: www.hallmark-aviation.com Swissport USA, Inc 4FSWJDFT$PNNFSDJBMmJHIUTVQQPSU 'FSSZ'MJHIU Services: Baggage Handling, Passenger Services, 45025 Aviation Dr Ste 350 Support, Military Flight Support, and Government Flight Dispatch, Ramp Services, Load Control. Dulles, VA, 20166, United States Flight Support. Ground Handling, Ground Handling Suite D, El Paso TX, 79906 Supervision, Permits, Credit, Flight Plans, Crew Holman Aviation Co Services, and Special Ops Support. United States 1940 Airport Ct, Great Falls, MT 59404 Tel: +1 703 742 4300 Tel: +1 408 453 7813 Website: www.swissport.com DGS/DAL Global Services Fax: +1 408 453 7204 Stations: Albuquerque (ABQ), Anchorage (ANC), 980 Virginia Avenue Email: [email protected] Atlanta (ATL), Boston (BOS), Burbank (BUR), 4th Floor, Atlanta, GA 30354, United States Website: www.holmanaviation.com Chicago - (MDW), Chicago - (ORD), Cincinnati (CVG) Tel: +1 800 350 4828 Services: GPU, Air Start, De-Icing, Oxygen and , Cleveland (CLE), Dallas (DFW), Dayton (DAY), Email: [email protected] Nitrogen, Grooming, Baggage, Gate Usage, Towing Denver (DEN) , Des Moines (DSM), Detroit (DTW), Website: www.dalgs.com and Pushback. El Paso (ELP), Fort Lauderdale (FLL), Fort Myers Services: Ramp Handling, Cabin, Ticketing/Gate (RSW), Grand Rapids (GRR), Honolulu (HNL), Houston Services, Charter Handling, Wheelchair Services, IDS Intergrated Deicing Services (IAH), Houston (HOU), Islip - Long Island, NY (ISP) Skycap Services, De/Anti-Icing, Cargo & Mail $PSQPSBUF0GlDF "NNPO%SJWF Kansas (MCI), Las Vegas (LAS), Los Angeles (LAX), Handling, Manchester, NH 03103 Memphis (MEM) Fuelling , Miami (MIA), Minneapolis Club Room Services, Janitorial, Lavatory & Tel: +1 603 647-1717 (MSP), Nashville (BNA), Nassau - Nassau Lynden Portable Water, Ground Support Equipment Fax: +1 603 647-1276 Pindling (NAS), New York - John F. Kennedy (JFK), Maintenance, Aircraft Maintenance, Fuel Services, Email: [email protected] New York - LaGuardia (LGA), Newark (EWR), News Aviation Consulting. Website: www.deicingsolutions.com Orleans (MSY), Oakland (OAK), Oklahoma City (OKC), Products & Services: Ramp Handling, Cargo, Omaha (OMA), Ontario (ONT), Orange County - Evergreen Aviation Ground Logistics Enterprises GSE, Cabin Service, Janitorial, Special Services, (SNA), Orlando - Orlando Intl. Airport (MCO), Orlando Passenger Services and Aircraft Cleaning. - Sanford Intl. Airport (SFB), Philadelphia (PHL), Inc (Eagle) Phoenix (PHX), Portland (PMW), Reno (RNO), San 3850 Three Mile Lane Antonio (SAT), San Francisco (SFO), San Jose (SJC), McMinnville, Oregon 97128, United States Jet Stream Ground Services Sarasota (SRQ), Seattle (SEA), St. Louis(STL), Tucson Tel: +1 503 472 0011 1070 East Indiantown Rd , Suite 400 (TUS) , Washington - Dulles Intl. Airport (IAD) Fax: +1 503 434 6484 Jupiter, FL 33477, USA Services: Ramp Services, Cargo, Baggage, Cabin Email: [email protected] Tel: +1 561 746 3151 Cleaning, Fuelling, Loading/Unloading Website: www.evergreenaviation.com Fax: +561 746 3280 Airport Ticketing Sales Desk, Arrival and Transfer Services: GSE Maintenance/Ramp Services/Cabin Email: [email protected] Services, Check-in Services, Dedicated Passenger Cleaning, Crew Transport, De-Icing, Ground Power Website: www.jetstreamgs.com Services, Gate and Departure Services, Lost and Supply, Baggage Handling, Toilet and Water, Ramp, Products & Services: Ramp Handling, Cargo, Found Services, Special Passenger and VIP Services, Passenger, Pushback and Towing. GSE, Cabin Service, Janitorial, Special Services, Load Control and Communications, Station Passenger Services and Aircraft Cleaning. Representation and Supervision, Aircraft Loading/ Unloading, Baggage Sorting, GPU, Push-back, Water & Toilet Services, ACU, ASU.

www.ags-airlinegroundservices.com Winter 2016/Spring 2017 Airline Ground Services 71 GROUND SERVICE PROVIDERS

Total Airport Services, Inc. Fax: +847 364 1849 Services: Aircraft Charter, Aircraft Flight Support 1985 Yosemite Ave, Suite #230 Email: [email protected] and Supervision for Executive Aircraft and Simi Valley, CA 93063 Website: www.unitedtechops.com Ambulance Flights, Aircraft Fuel Supply, Catering Tel: +1 805 522 3565 Services: Marshalling, Pushback and Towing, and GHA Services Arranged and Permits applied Fax: +1 805 522 9645 Baggage Handling, Positive Bag Match, Cabin for, Airport Management and Representation Email: [email protected] Cleaning and Provisions, Water & Lavatory For Passenger and Cargo Airlines “Astra Visitor Website: www.totalairportservices.com Services, Ramp Supervision, De-Icing Services. Services” that can include Hotel Booking, Airport Other Stations: Chicago O’Hare International (ORD), Meet and Greet & Private Transport Services, Chicago Rockford (RFD), Los Angeles International URUGUAY Personal Protection Services, Local Tours, AirportÆ (LAX) San Francisco International Airport Aviation Company Representation Services, (SFO), Newark Liberty International Airport (EWR) Candysur SA Aviation Consultancy, Aviation Safety, Security - Newark Liberty International Airport (EWR), Carrasco International Airport and Handling Products and Equipment, Aviation Security Services, Cargo and Passenger GSA Huntsville International Airport (HSV), Bradley 3VUB,Nn$1 6SVHVBZ International Airport (BDL), Ontario International Tel: +598 2604 0000 Services, Industrial Safety Wear. Airport (ONT) Email: [email protected] Services: Cargo Aircraft Handling, Cargo Website: www.candysur.com.uy National Airports Corporation Ltd Warehousing, SFO On-Airport Cargo Warehouse, Services: Loaders, Staircases, Passenger Boarding, Kenneth Kaunda International Airport Newark On-Airport Cargo Warehouse, Passenger Food Service, Passenger Transport, Loading P.O. BOX 30175, Lusaka, Zambia Aircraft Handling, Passenger & Fuelling Services, and Unloading, Conveyor Belts, Forklifts and Tel: +260 211 27 1313/1292 Airport Support Services. Generating Sets. Fax: +260 211 271007, 260 211 27 1292 Email: [email protected] Triangle Aviation Services Inc. VANUATU Website: www.nacl.co.zm 'JGUI4USFFU OEmPPS 7BMMFZ4USFBN Services: Passenger Handling, Ramp Handling, 11581 NY, United States Vanuatu Terminal Services Ltd Load Control, Check-In and Gate Services, Arrange Tel: +1 516 561 1700 P.O Box 131, Port Vila, Vanuatu Crew Accommodation and Transportation, VIP Fax: +1 516 872 1599 Tel: +678 2 5111 Handling and Transportation, Aircraft Line Email: [email protected] Fax: +678 2 6784 Maintenance, Aircraft Cleaning, Facilitate Over Website: www.triangleservices.com Website: www.airports.vu Flight and Landing Permits, Flight Clearance, Other Services: Ramp Services, Cabin Cleaning, Airport/ Services: Baggage Handling, Cabin Cleaning, Flight Support Services, Air Navigation, Tenders, Terminal Facilities Maintenance, Baggage Handling, $IFDL*O 'MJHIU1MBOOJOH *OmJHIU$BUFSJOH Airport Charges, GSE Maintenance, Cabin Cleaning, GSE Maintenance, Load Control/Weight Balance, Refuelling, Security And Toilet and Water Service. Check-In, GPS, Boarding. Passenger Assistance Unit, Passenger Services and Security Services. ZEGA Limited VENEZUELA Freight Village Servisair/Swissport Venezuela Kenneth Kaunda International Airport Rampa 31, Aeropuerto Simon Bolivar Lusaka Catia La Mar, 1161 Vargas, Venezuela Zambia Tel: +58 414 318 8016 Tel: +260 211 271 185 WFS NORTH AMERICA Fax: +58 212 355 1954 Fax: +260 211 271504 1925 W. J. Carpenter Freeway Email: [email protected] Email: [email protected] Suite 450, Irving, Texas 75063, USA Website: www.swissport.com / www.servisair.com Website: www.zegazambia.co.zm Tel: +1 972 629 5000 / +1 786 388 9320 Services: Cabin Cleaning, Load Control/Weight Services: Passenger, Ramp and Cargo Handling, Website: www.wfs.aero Balance, Passenger Services and Ramp Services. Freight Forwarding, Warehousing. Stations: Appleton International Airport (ATW), "TIFWJMMF3FHJPOBM"JSQPSU "7- 1IPFOJYn.FTB Gateway Airport (AZA), Billings Logan International VIETNAM ZIMBABWE Airport (BIL), Logan International Airport (BOS), ITL Aviation Services Aviation Ground Services (AGS) Burlington International Airport (BTV), Buffalo 52 Truong Son Street, Tan Binh District Harare International Airport /JBHBSB*OUFSOBUJPOBM"JSQPSU #6' #BMUJNPSFn Ho Chi Minh City Harare, PO Box AP 13, Zimbabwe Washington International Airport (BWI), Bozeman Tel: +84 8 3848 8567 Tel: +263 4 575 000/9 / +263 4 575 660/6 Yellowstone International Airport (BZN), The Website: www.itlavs.com Fax: +263-4-575 011 / +263 4 575 659/575513 Eastern Iowa Airport (CID), Cleveland Hopkins Services: Aircraft Loading / Unloading, Baggage Email: [email protected] International Airport (CLE), Charlotte Douglas Sorting and Transportation, Cabin Cleaning, Air Website: www.avi-ground.com International Airport (CLT), Port Columbus Starter and GPU, Push-Back and Towing, Brake Services: Aircraft, Ramp and Cargo Handling. International Airport (CMH), Colorado Springs Cleaning, Lavatory and Water Services, ULD Airport (COS), Columbia Regional Airport (COU), Control, Cargo, Flight Support. Ronald Reagan Washington National Airport (DCA), Dallas/Fort Worth International Airport (DFW), Eagle County Regional Airport (EGE), Eugene Saigon Ground Services Airport (EUG), Newark Liberty International Southern Airports Corporation Building Airport (EWR), Hector International Airport (FAR), Tan Son Nhat International Airport Faisalabad International Airport (FSD), Piedmont QIOH )P$IJ.JOI$JUZ 7JFUOBN Triad International Airport (GSO), Great Falls Tel: +84 8 3848 5383 ext. 5419 Astra Aviation International Airport (GTF), Honolulu International Fax: +84 8 3848 8571 Harare International Airport Airport (HNL), Washington Dulles International Email: [email protected] Harare, Zimbabwe Airport (IAD), George Bush Intercontinental Airport Website: www.scsc.vn Email: [email protected] (IAH), Wichita Dwight D. Eisenhower National Services: General Cargo, Special Cargo, Perishable Website: www.astra-aviation.com Airport (ICT), John F. Kennedy International Airport Center, ULD Handling, ULDs Equipment Service, Services: Aircraft Charter, Aircraft Flight Support (JFK), McCarran International Airport (LAS), Los Supply Packaging, Supply. and Supervision for Executive Aircraft and Angeles International Airport (LAX), Rickenbacker Ambulance Flights, Aircraft Fuel Supply, Catering International Airport (LCK), LaGuardia Airport (LGA), Saigon Cargo Service Corporation (SCSC) and GHA Services Arranged and Permits applied Lanai Airport (LNY), Orlando International Airport 30 Phan Thuc Duyen for, Airport Management and Representation (MCO), Miami International Airport (MIA), Molokai For Passenger and Cargo Airlines “Astra Visitor Airport (MKK), Louis Armstrong New Orleans Ward 4, Tan Binh Dist., HCMC, Vietnam Tel: +84 8 3997 6930 Services” that can include Hotel Booking, Airport International Airport (MSY), Montrose Regional Meet and Greet & Private Transport Services, Airport (MTJ), O’Hare International Airport (ORD), Fax: +84 8 3997 6840 Email: [email protected] Personal Protection Services, Local Tours, Palm Beach International Airport (PBI), Portland Aviation Company Representation Services, International Airport (PDX), Charlotte County Airport Website: www.scsc.vn Services: General Cargo, Special Cargo, Perishable Aviation Consultancy, Aviation Safety, Security (PGD), Philadelphia International Airport (PHL), and Handling Products and Equipment, Aviation Phoenix Sky Harbor International Airport (PHX), Center, ULDs Handling, ULDs Equipment Service, Supply Packaging, Supply Dry Ice. Security Services, Cargo and Passenger GSA Pittsburgh International Airport (PIT), Palm Springs Services, Industrial Safety Wear. International Airport (PSP), Rapid City Regional "JSQPSU 3"1 3BMFJHIn%VSIBN*OUFSOBUJPOBM"JSQPSU ZAMBIA National Handling Services (PVT) LTD (RDU), Chicago Rockford International Airport (RFD), San Diego International Airport (SAN), Santa Harare International Airport #BSCBSB.VOJDJQBM"JSQPSU 4#" 4FBUUMFn5BDPNB TUmPPS%PNFTUJD5FSNJOBM International Airport (SEA), Cyril E. King Airport P.O Box 191, Harare (STT), Henry E. Rohlsen Airport (STX), Torrance Zimbabwe "JSQPSU 50" 5SFOUPOn.FSDFS"JSQPSU 55/ Tel: +263 772 101 286 Services: Aircraft Loading and Unloading, Fax: +263 4 585197 Marshalling, Pushback, Cleaning, Water Servicing, Email: [email protected] Load Planning and Airport Transportation, De- Astra Aviation Website: www.nhszim.com Icing and Refuelling. Kenneth Kaunda International Services: Passenger, Baggage, Ramp, Cargo Lusaka Handling, Aircraft Pushback, Executive Lounge, United Technical Operations - WHQUS Email: [email protected] Cargo Import & Export. P.O. Box 66100, Chicago, IL 60666, USA Website: www.astra-aviation.com Tel: +847 700 3915

WHILST EVERY EFFORT IS MADE TO ENSURE THAT THE INFORMATION IS CORRECT, THE PUBLISHER CANNOT ACCEPT RESPONSIBILITY FOR ANY INCORRECT ENTRIES. TO MAKE CORRECTIONS TO EXISTING ENTRIES OR TO ADD NEW OFFICES, PLEASE CONTACT [email protected]

72 Airline Ground Services Winter 2016/Spring 2017 www.ags-airlinegroundservices.com Join us for the 30th Annual Conference 21-24 May 2017, Bangkok, Thailand

The IGHC is the premier annual ground handling event – a “must add” for your 2017 calendar. Among the many high level industry partners who gather for this event are representatives from the entire ground handling value chain, including service providers, airports suppliers and over 90 airlines. Don’t miss the networking opportunity of the year!

Who will I meet? • Over 800 delegates with expertise in aviation ground handling • Commercial and technical decision makers from airlines, service providers, manufacturers, suppliers, regulators and more

Why should I attend? • This event has proven track-record of 95% plus satisfaction ratings for unique business, networking and branding opportunities • Exclusive access to the latest industry intelligence and developments

Delegates from the 2016 IGHC reported a 94% satisfaction rate with the conference’s insightful presentations, interactive panel discussions and informative workshops. Save the date and join us at the Centara Grand Hotel in Bangkok, to experience traditional Thai hospitality and modern conferencing at its best.

Be sure to visit our website regularly for event updates and details! www.iata.org/events/ighc www.tgs.aero