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Lao Airlines Ground Handling Manual (GHM)

Ground Handling Manual (GHM)

Manual No: ______

Issued To: ______

Date Issued: ______

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Master Table of Contents

0 Introduction ...... 0-1 0.1 Manual General Description ...... 0-1 0.2 Authorization Statement ...... 0-2 0.3 Manual Control ...... 0-3 0.3.1 System of Revision ...... 0-3 0.3.2 Handwritten Amendments ...... 0-3 0.3.3 System for Annotation of Pages and Effective Dates ...... 0-3 0.3.4 Annotation of Changes ...... 0-3 0.3.5 Temporary Revisions ...... 0-3 0.3.6 Manual Distribution ...... 0-4 0.3.7 Manual Format ...... 0-4 0.3.8 Loss of the Manual ...... 0-4 0.3.9 Manual Content Feedback ...... 0-4 0.4 Library and Reference Documents...... 0-5 0.4.1 Mandatory Regulations/Manuals ...... 0-5 0.5 Record of Revisions ...... 0-6 0.6 Summary of Changes ...... 0-7 0.7 List of Effective Pages (LEP) ...... 0-8

Rev 3 – 15 Aug 2017 Ground Handling Manual iii

1.2.21 GSE Operators ...... 1- 40 1.2.22 Check-In & Gate Agents ...... 1- 42 1.2.23 Lost & Found Agent ...... 1- 44 1.2.24 Load Controller ...... 1- 45 1.2.25 Station Training Assistant ...... 1- 47 1.2.26 Human Resources Assistant ...... 1- 48 1.2.27 IT Assistant ...... 1-49 1.2.28 Station Manager (Domestic/International) ...... 1-50 1.3 Continuity of Management Oversight ...... 1-52 1.4 Communication System ...... 1- 53 1.5 Contracted and Purchased Products and Services ...... 1-54 1.5.1 Contracted Services ...... 1- 54 1.5.2 Purchased Products ...... 1- 55 1.6 Safety Management System (SMS) ...... 1-56 1.6.1 General ...... 1- 56 1.6.2 Hazard Identification and Reporting ...... 1-56 1.6.3 Confidential Reporting ...... 1- 56 1.6.4 Safety Risk Assessment and Mitigation ...... 1-56 1.6.5 Safety Performance ...... 1- 56 1.6.6 Quality Assurance ...... 1- 56 1.6.7 Safety Review Board ...... 1- 57 1.7 Control of Records in Ground Operations ...... 1-58 1.7.1 Control of Records ...... 1- 58 1.7.2 Time for Storing Of Airport Operations Records ...... 1-58

iv Ground Handling Manual Rev 2 – 01 Mar 2017

2.9 Allocation of Seats ...... 2- 12 2.9.1 Seat Allocation ...... 2- 12 2.9.2 Seat allocation errors to be avoided ...... 2-13 2.9.3 Special Seating Requirements ...... 2- 13 2.9.4 Smoking Restrictions in Cabin ...... 2-13 2.9.5 Special Information to Cabin Crew ...... 2- 14 2.9.6 C Class Passenger’s Seat Plan ...... 2- 14 2.10 Through Check-in Procedures ...... 2- 15 2.10.1 General Application Conditions ...... 2- 15 2.10.2 Application procedures ...... 2- 15 2.11 Lounge Services ...... 2- 16 2.12 Boarding Procedures ...... 2- 16 2.12.1 Precedence of Boarding ...... 2- 16 2.12.2 Boarding Time ...... 2- 16 2.12.3 Assistance for Boarding ...... 2- 17 2.12.4 Ensuring Good Conditions for Boarding ...... 2-17 2.12.5 Use of Carry-on Measuring Unit ...... 2- 17 2.12.6 Boarding during Fueling ...... 2- 17 2.12.7 Originating Flights ...... 2- 18 2.12.8 Discrepancies in Head Count...... 2-18 2.12.9 Head Count of Transit Passengers ...... 2-18 2.12.10 Last Minute Handling ...... 2- 19 2.13 Close Out Procedures ...... 2- 20 2.13.1 Checking of Flight Coupon ...... 2- 20 2.13.2 Sending Messages ...... 2- 20 2.14 Announcements ...... 2- 20 2.14.1 Announcement for Check-in ...... 2- 20 2.14.2 The Last Call for Flight Formality ...... 2- 20 2.14.3 Announcement for Immigration ...... 2- 20 2.14.4 Boarding Announcement ...... 2- 21 2.14.5 Flight Services Announcement ...... 2- 21 2.14.6 Boarding Announcement - Passengers Requiring Special Assistance ... 2-21 2.14.7 Boarding Announcement for Passengers ...... 2-21 2.14.8 The last call for boarding ...... 2- 22 2.14.9 Boarding announcement for C class passenger ...... 2-22 2.14.10 Passenger Information Announcement ...... 2-22 2.14.11 Delayed Flight Announcement ...... 2- 22 2.14.12 Cancelled Flight Announcement ...... 2- 22 2.14.13 Seats Occupied Message (SOM) ...... 2-23 2.14.14 Passenger Service Message (PSM) ...... 2-24 2.14.15 Passenger Information List (PIL) ...... 2- 25 2.14.16 Teletype Passenger Manual (TPM)...... 2-26 2.14.17 Passenger Transfer Manifest (PTM) ...... 2-27 2.14.18 Passenger Final Sales (PFS) Message ...... 2-28 2.14.19 Frequent Traveler List Message (FTL) ...... 2-29

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2.14.20 Seat Available List Message (SAL) ...... 2-29

3 Arrival Handling ...... 3-1 3.1 Arrival Handling Preparation ...... 3-1 3.2 Arrival Handling Procedures ...... 3-2 3.3 Providing Services at Terminal Station ...... 3-3 3.3.1 General Principles: ...... 3-3 3.3.2 Scope of Application: ...... 3-3

4 Transit and Transfer Handling ...... 4-1 4.1 Introduction and Classification ...... 4-1 4.1.1 Introduction and Classification of Transit Passengers ...... 4-1 4.1.2 Introduction and Classification of Transfer Passengers...... 4-1 4.2 General Regulations ...... 4-3 4.3 Transit Handling Procedures ...... 4-4 4.3.1 Handling Procedures for Identical Transit Passengers ...... 4-4 4.3.2 Handling Procedures for Combined Transit Passenger...... 4-8 4.4 Transfer Handling Procedures ...... 4- 11 4.4.1 Identical On‐line Transfer Handling Procedures ...... 4-11 4.4.2 Combined On-line Transfer Handling Procedures ...... 4-12 4.4.3 On-line Transfer Handling Procedures in Case of Late Arrival of Connecting Flight ...... 4- 13 4.4.4 Handling Procedures for Identical Interline Transfer Passengers ...... 4-13 4.4.5 Handling Procedures for Combined Interline Transfer Passengers ...... 4-14 4.5 Increased Risk Transit Airport Procedures ...... 4-14

vi Ground Handling Manual Rev 2 – 01 Mar 2017

5.2.5 Voluntary upgrading ...... 5- 31 5.2.6 Upgrading when both Low and High Seat Classes are Available ...... 5-32 5.3 Involuntary Re-routing ...... 5- 33 5.3.1 General Regulations ...... 5- 33 5.3.2 Handling Procedures ...... 5- 34 5.3.3 Using Ground Transportation ...... 5-39 5.4 Vouchers and Settlement ...... 5- 41 5.4.1 Passenger Service Voucher ...... 5- 41 5.4.2 Settlement procedures ...... 5- 44 5.5 Irregular Handling Forms ...... 5- 46 5.5.1 Delay Message Form - Outside ...... 5- 46 5.5.2 Delay Message Form – Inside ...... 5- 47 5.5.3 Services Voucher ...... 5- 48 5.5.4 Payment Order ...... 5- 49 5.5.5 Apologize Form In Case of Involuntary Downgrading ...... 5-50 5.5.6 Involuntary Rerouting Of Transportation ...... 5-50 5.5.7 Passenger Name List Using Ground Transportation ...... 5-51 5.5.8 Flight Interruption Manifest (FIM) ...... 5- 52

6 Priority Passenger Handling ...... 6-1 6.1 Business Class Passengers ...... 6-1 6.1.1 General Policy ...... 6-1 6.1.2 Reservation and Pre‐Flight Handling ...... 6-1 6.1.3 Check‐in Procedures ...... 6-1 6.1.4 At the lounge and Boarding Area ...... 6-3 6.1.5 In‐Flight Services ...... 6-3 6.1.6 Disembarking ...... 6-4 6.1.7 Baggage Handling ...... 6-4 6.2 VIP/CIP Passenger ...... 6-5 6.2.1 Classification ...... 6-5 6.2.2 General Regulations ...... 6-6 6.2.3 Handling Procedures ...... 6-7 6.2.4 Baggage Handling ...... 6-9 6.2.5 Informing Sections Concerned ...... 6- 10 6.3 List of Ministerial & Government Agencies & Other Central Organizations 6-11 6.3.1 Ministerial agencies ...... 6- 11 6.3.2 Agencies attached to the Government ...... 6-12 6.3.3 Central Committee and National Assembly Agencies ...... 6-13 6.4 Member of Champa Muang Lao (CHM) ...... 6-14 6.4.1 General Condition ...... 6- 14 6.4.2 Handling Procedures ...... 6- 16

7 Special Passenger Handling ...... 7-1 7.1 Special Passenger Documentation ...... 7-1

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7.2 Infant and Unaccompanied Minors ...... 7-2 7.2.1 General Regulations ...... 7-2 7.2.2 Handling Procedures ...... 7-5 7.2.3 Charges ...... 7-13 7.3 Medical Cases ...... 7- 14 7.3.1 General ...... 7- 14 7.3.2 Passenger Requiring Oxygen ...... 7- 20 7.3.3 Blind Passengers ...... 7- 22 7.3.4 Deaf Passengers ...... 7- 26 7.3.5 Expectant Mothers ...... 7- 27 7.3.6 Passengers Using Wheelchairs ...... 7- 28 7.3.7 Oversized Passengers ...... 7- 30 7.4 Passenger Death Handling ...... 7- 31 7.4.1 Definition ...... 7- 31 7.4.2 Passenger Deceased Onboard Handling Procedures ...... 7-31 7.4.3 Passenger Deceased while on Ground Handling Procedures ...... 7-34 7.5 Inadmissible Passenger (INAD) ...... 7- 36 7.5.1 General ...... 7- 36 7.5.2 Handling Procedures ...... 7- 37 7.5.3 Intoxicated/Unruly Passengers ...... 7- 41 7.6 Deportees ...... 7- 42 7.6.1 Definition ...... 7- 42 7.6.2 Handling Procedures ...... 7- 42 7.7 Special Service Requirements Acceptance Procedure ...... 7-44 7.7.1 Principles ...... 7- 44 7.7.2 Bassinet Acceptance and Handling Procedures ...... 7-45 7.7.3 Other SSR Acceptance Procedures ...... 7-45 7.8 Special Passenger Handling Forms ...... 7- 48 7.8.1 Waiver of Responsibility for UM ...... 7- 48 7.8.2 Handling Instruction For UM ...... 7- 49 7.8.3 Medical Information Form I (MEDIF I) ...... 7-52 7.8.4 Reserved ...... 7- 53 7.8.5 Medical Information Form II (MEDIF II) – Part A ...... 7-54 7.8.6 Waiver of Responsibility for Medical Passenger ...... 7-55 7.8.7 Guidance to the Physician ...... 7- 56 7.8.8 Passengers Health Irregularity Report ...... 7-58 7.8.9 Irregularity of Travel Report ...... 7- 60 7.8.10 Special Passenger Notification To Captain (NOTOC) ...... 7-61

8 Baggage Handling ...... 8-1 8.1 General Regulations ...... 8-1 8.1.1 Definitions ...... 8-1 8.1.2 General Regulation of Carriage ...... 8-2 8.1.3 Free Baggage Allowance ...... 8-5

viii Ground Handling Manual Rev 2 – 01 Mar 2017

8.1.4 Excess baggage charge ...... 8-7 8.2 Handling Procedures ...... 8- 12 8.2.1 Acceptance of Baggage ...... 8- 12 8.2.2 Collection of Excess Baggage Charge ...... 8-23 8.2.3 Handling of Transit/Transfer baggage ...... 8-25 8.2.4 Delivering Baggage ...... 8- 27 8.2.5 Baggage Manifest (Bingo Card) Documentation ...... 8-28 8.3 Priority Baggage ...... 8- 30 8.3.1 Priority Baggage ...... 8- 30 8.3.2 Crew Baggage ...... 8- 30 8.4 Value Declared Baggage ...... 8- 31 8.4.1 General Regulations ...... 8- 31 8.4.2 Handling Procedures ...... 8- 32 8.4.3 Example Baggage Value Declaration ...... 8-34 8.5 Restricted Baggage ...... 8- 35 8.5.1 Pets ...... 8- 35 8.5.2 Bulky Baggage (Block Seat baggage) ...... 8-36 8.5.3 Fragile ...... 8- 36 8.5.4 Perishable Items ...... 8- 37 8.5.5 Human Remains ...... 8- 38 8.6 Liability ...... 8- 39 8.6.1 Damaged or Lost Luggage ...... 8- 39 8.6.2 Damaged Baggage ...... 8- 39 8.6.3 Mishandled Baggage ...... 8- 40 8.6.4 Lost Baggage ...... 8- 40 8.6.5 Limits on Liability ...... 8- 40 8.6.6 Baggage Claims ...... 8- 41 8.6.7 Nature of Claims ...... 8- 41 8.6.8 Distribution...... 8- 41 8.6.9 Delayed/Missing Property ...... 8- 42 8.6.10 Lost On Board ...... 8- 42 8.7 Tag Examples ...... 8- 43 8.7.1 Destination Baggage Tag ...... 8- 43 8.7.2 Interline Baggage Tag ...... 8- 44 8.7.3 Limited Release Tag ...... 8- 45 8.7.4 VIP Tag ...... 8-45 8.7.5 Business Class Tag ...... 8- 46 8.7.6 Crew Tag ...... 8- 46 8.7.7 Priority Tag ...... 8-46 8.7.8 Unaccompanied Minor Tag ...... 8- 47 8.7.9 Meet and Assist Tag (MAAS) ...... 8-47 8.7.10 Group Tag ...... 8- 47 8.7.11 Fragile Tag ...... 8-48 8.7.12 Heavy Tag ...... 8- 48

Rev 2 – 01 Mar 2017 Ground Handling Manual ix

8.7.13 Rush/ Expedite Tag ...... 8- 49 8.7.14 Cabin Baggage Tag ...... 8- 49 8.7.15 Passenger Baggage Identification Label ...... 8-50 8.7.16 Live Animal Tag ...... 8- 50 8.7.17 Keep Dry ...... 8- 51 8.7.18 This Side Up ...... 8-51 8.7.19 Perishable Goods ...... 8- 52 8.7.20 COMAT ...... 8-53

9 Dangerous Goods ...... 9-1 9.1 Policy on the Transport of Dangerous Goods ...... 9-1 9.1.1 IATA Dangerous Goods Regulations ...... 9-1 9.2 Non-applicable Dangerous Goods ...... 9-1 9.2.1 Aircraft Equipment ...... 9-1 9.2.2 Consumer Goods ...... 9-1 9.2.3 Solid Carbon Dioxide (Dry Ice) ...... 9-2 9.3 Provisions for Dangerous Goods Carried by Passengers or Crew ...... 9-2 9.4 Hidden Dangerous Goods ...... 9-5 9.5 Prohibited for Carriage ...... 9-6 9.5.1 Carriage Refusal ...... 9-7 9.5.2 Reporting of Undeclared or Misdeclared Dangerous Goods ...... 9-7 9.6 Classes and Divisions of Dangerous Goods ...... 9-7 9.6.1 Class 1 – Explosives ...... 9-7 9.6.2 Class 2 – Gases ...... 9-9 9.6.3 Class 3 – Flammable Liquids ...... 9-10 9.6.4 Class 4 – Flammable Solids ...... 9- 11 9.6.5 Class 5 – Oxidizing Substances and Organic Peroxide...... 9-13 9.6.6 Class 6 – Poisonous and Infectious Materials ...... 9-14 9.6.7 Class 7 – Radioactive Material ...... 9- 15 9.6.8 Class 8 - Corrosives ...... 9- 16 9.6.9 Class 9 – Miscellaneous ...... 9- 16 9.6.10 Class 9 – Multiple Hazards ...... 9- 17 9.7 Reserved ...... 9- 19 9.8 Carriage of Firearms and Ammunition ...... 9- 19 9.9 Dangerous Goods Safety ...... 9- 19 9.9.1 General Requirements ...... 9- 19 9.9.2 Training Requirements...... 9- 19 9.9.3 Damaged Dangerous Goods Packages ...... 9-20 9.9.4 Reserved ...... 9- 20 9.10 Dangerous Goods Awareness Training ...... 9- 21 9.11 Dangerous Goods Spillage Procedures ...... 9- 21 9.11.1 Policy Statement ...... 9- 21 9.11.2 Responsibilities ...... 9- 22 9.11.3 Working Procedures ...... 9- 22

x Ground Handling Manual Rev 2 – 01 Mar 2017

9.11.4 Procedural Flowcharts ...... 9- 23 9.12 Accident/Incident Reporting ...... 9- 27 9.12.1 Lao Airlines Safety & Security Report Form ...... 9-28

10 Aircraft Handling and Servicing Procedures ...... 10-1 10.1 Reporting of Safety Information, Accidents, and Incidents ...... 10-1 10.2 Basic Requirements for Ground Service ...... 10-1 10.3 Ramp Safety Factors ...... 10 -3 10.3.1 Mobile Ground Equipment Safety ...... 10 -3 10.3.2 Safety and Prevention of Damage ...... 10 -4 10.4 Ground Handling Supervision ...... 10 -5 10.4.1 Ramp Coordinator ...... 10 -5 10.5 Minimum Ground Time ...... 10 -8 10.6 Aircraft Arrival ...... 10 -9 10.6.1 Positioning Ground Service Equipment ...... 10-9 10.6.2 Marshalling Hand Signals (For Aircraft) ...... 10-9 10.6.3 Ground to Flight deck Communication ...... 10-17 10.6.4 Technical/Servicing Hand Signals–Flight Crew to Ground Staff ...... 10-22 10.6.5 Pushback Hand Signals–Headset Operator to Tug Driver ...... 10-23 10.6.6 Pushback Hand Signals–Wingwalker to Tug Driver ...... 10-26 10.6.7 Chocking of Aircraft and Related Procedures ...... 10-27 10.6.8 Arrival Procedures ...... 10-29 10.6.9 Approaching an Arriving Aircraft ...... 10-31 10.6.10 Circles of Safety...... 10-31 10.6.11 Positioning Safety Cones ...... 10-31 10.7 Door Operations ...... 10-32 10.7.1 Aircraft Passenger Doors ...... 10-32 10.7.2 Cargo Doors ...... 10-32 10.8 Refueling ...... 10 -33 10.8.1 Aircraft Fueling ...... 10-33 10.8.2 Fuel Safety Zones ...... 10-33 10.8.3 Ground Support Equipment ...... 10-34 10.8.4 Fuel Hose Safety ...... 10-34 10.8.5 Standards for Fuelling with Crew or Other Persons Onboard ...... 10-34 10.8.6 Refueling & Defueling when Passengers on-board or Embarking / Disembarking Procedures ...... 10-35 10.8.7 Control of Fuel Spills ...... 10-37 10.9 Interior Cleaning ...... 10-40 10.9.1 Interior Cabin Cleaning for Turnaround Aircraft ...... 10-40 10.9.2 Interior Cabin Cleaning for Overnight or Layover Aircraft ...... 10-41 10.10 Potable Water Operations ...... 10-42 10.10.1 General ...... 10 -42 10.10.2 ATR 500/600 Potable Water Draining and Filling Procedures ...... 10-42 10.10.3 Airbus A320 Potable Water Draining and Filling Procedures ...... 10-44

Rev 2 – 01 Mar 2017 Ground Handling Manual xi

10.10.4 A320 Service Panel ...... 10-46 10.11 Lavatory Replenishing Procedures ...... 10-47 10.11.1 General ...... 10-47 10.11.2 Potential Environmental Risks ...... 10-47 10.11.3 Critical Operating Requirements ...... 10-47 10.11.4 General Considerations ...... 10-48 10.11.5 ATR 500/600 Draining, Flushing, and Replenishing of Toilet Tank ...... 10-48 10.11.6 Airbus A320 Draining, Flushing, and Replenishing of Toilet Tank ...... 10-51 10.12 Departure Procedures ...... 10-54 10.12.1 Pre-Departure Check ...... 10-54 10.12.2 Start-Up and Pushback Service ...... 10-54 10.13 Preventing Foreign Object Damage ...... 10-57 10.14 Fire Prevention ...... 10 -58 10.15 Caring for Passengers ...... 10-58 10.16 Evacuation of an Aircraft during Ground Service ...... 10-59 10.16.1 Fuel, Dangerous Goods, Spill or Leak ...... 10-59 10.16.2 Aircraft Fire ...... 10 -60 10.16.3 Security Incident ...... 10-60 10.16.4 General Items to Consider ...... 10-60 10.16.5 Airside Fire Safety ...... 10-61 10.16.6 Emergency Evacuation of Ground Personnel (No Aircrew Present) ..... 10-61 10.17 Unattended Aircraft ...... 10 -61 10.18 Station File ...... 10 -62 10.18.1 Filing Period ...... 10 -62 10.18.2 Contents of Station File...... 10-62

11 Occupational Safety and Health ...... 11-1 11.1 Lao Airline Drug & Alcohol Policy ...... 11-1 11.2 Hearing Conservation ...... 11 -2 11.3 Hygiene ...... 11 -2 11.4 Clothing ...... 11 -2 11.5 Personal Protective Equipment ...... 11 -2 11.5.1 Hearing Protection ...... 11 -2 11.5.2 Safety Vests ...... 11 -3 11.6 Manual Handling and Lifting ...... 11 -3

12.6 Reporting In-Hold System Defects ...... 12 -2 12.7 Ramp Coordinator Responsibilities ...... 12 -2 12.8 Mandatory Load Check ...... 12 -4 12.9 Load Reconciliation Process ...... 12 -4 12.9.1 Local Operation (loadsheet delivered to aircraft by the load controller) .. 12-5 12.10 Load Instruction Report (LIR) ...... 12 -6 12.10.1 Remote Operation (at approved airports only where the loadsheet is delivered either by ACARS or to a gate printer) ...... 12-7 12.11 Loading Carts (Barrows) ...... 12 -7 12.12 Loading Heavy Items on Aircraft ...... 12 -8 12.13 Handling Wet Cargo ...... 12 -8

13 Fuel Policy ...... 13-1 13.1 Fuel Quality ...... 13 -1 13.2 Fuel Supply Systems ...... 13 -1 13.3 Aviation Fuel ...... 13 -2 13.3.1 Fuel Identification...... 13 -3 13.4 Emergency Fuel Shutoff ...... 13 -4 13.5 Fuel Contamination of Skin ...... 13 -4 13.6 Precaution for Fueling...... 13 -5 13.6.1 Smoking ...... 13 -5 13.6.2 Internal Combustion Engine Equipment around Aircraft ...... 13-5 13.6.3 Sparks and Static Electricity ...... 13 -5 13.6.4 Electrical Equipment Used Near Fueling Area ...... 13-6 13.6.5 Proper Clothing for Fuelers ...... 13 -6 13.6.6 Lightning/ Electrical Storms ...... 13-6 13.6.7 Disposition of Aircraft Fueling ...... 13 -6 13.6.8 Fueling Safety Zone ...... 13 -7 13.6.9 Positioning Of Aircraft Fueling Equipment ...... 13-7 13.7 Standards of Fuel Safety and Quality ...... 13 -9 13.7.1 General ...... 13 -9 13.7.2 Fuel Facility and Equipment Checks ...... 13-9

Rev 2 – 01 Mar 2017 Ground Handling Manual xiii

14.8 Airbridges ...... 14 -9 14.9 Push-Up Stairs ...... 14 -10 14.10 Motorized Stairs...... 14-11 14.11 Ambulatory High-Lift Vehicles ...... 14-12 14.12 Carts (Barrows) ...... 14-13 14.13 Belt Loaders ...... 14 -14 14.14 Dollies ...... 14 -14 14.15 Low-Profile Trailers ...... 14-15 14.16 Tow Vehicles ...... 14 -15 14.17 Toilet Trucks ...... 14 -16 14.18 Vehicle Refueling Trucks ...... 14-17 14.19 Water Tanks ...... 14 -18 14.20 Forklifts ...... 14 -19 14.21 Pushback Vehicles ...... 14-21 14.22 High-Lift Cleaning and Catering Vehicles ...... 14-22

15 Empty Aircraft ...... 15-1 15.1 Ramp Operations with Empty Aircraft ...... 15 -1 15.2 Moving Empty Aircraft ...... 15 -1

16 Severe Weather ...... 16-1 16.1 Introduction ...... 16 -1 16.2 Types of Severe Weather ...... 16 -1 16.3 Responsibilities ...... 16 -1 16.4 Ramp Closures ...... 16-2 16.5 High Winds ...... 16 -2 16.5.1 Winds between 24 kph to 72 kph (15 mph to 45 mph) ...... 16-2 16.5.2 Winds greater than 24 kph (45 mph) ...... 16-2 16.6 Blizzards and Freezing Temperatures ...... 16 -3 16.6.1 Ground Support Equipment and Ramp ...... 16-3 16.7 Low Visibility ...... 16 -3 16.8 Lightning ...... 16 -3

17 Aircraft De-/Anti-Icing ...... 17-1 17.1 De-/Anti-Icing of Aircraft Procedures ...... 17 -2 17.2 Training and Qualification of De-/Anti-Icing Staff ...... 17-3 17.3 Fluid Handling and Storage ...... 17 -5

18 Load Control ...... 18-1 18.1 Load Control Principles ...... 18 -1 18.2 Regulatory Requirements ...... 18 -1 xiv Ground Handling Manual Rev 2 – 01 Mar 2017

18.3 Airport Weight Scale Calibration ...... 18 -1 18.4 Fleet Operating and Standard Weights ...... 18 -2 18.4.1 A320 ...... 18 -2 18.4.2 ATR72-600 ...... 18-2 18.4.3 Approved Standard Weights ...... 18 -2 18.4.4 Special Weight Passengers ...... 18-3 18.5 Load Control Process Flow ...... 18 -3 18.5.1 Load Control Process Flow Diagram ...... 18-4 18.6 Load Control Requirements...... 18 -5 18.7 Load Information Exchange...... 18 -5 18.8 Load Planning ...... 18 -6 18.9 Off-Load Planning ...... 18-6 18.10 On-Load Planning ...... 18 -6 18.11 Aircraft Loading ...... 18 -7 18.12 Reporting Actual Load ...... 18 -7 18.13 Last Minute Changes ...... 18 -7 18.13.1 General ...... 18 -7 18.13.2 Procedures ...... 18-8 18.13.3 Table of Limits ...... 18 -9 18.14 Notification to the Captain (NOTOC) ...... 18-10 18.15 Weight and Balance Calculation ...... 18-10 18.16 Departure Control System (DCS) Process ...... 18-11 18.17 Reports and Messages...... 18-12

19 Ground Operations Training ...... 19-1 19.1 Training Introduction ...... 19 -1 19.1.1 Training Policy ...... 19 -1 19.1.2 Training Objective ...... 19 -1 19.1.3 Training Process ...... 19 -2 19.1.4 Training Tracking System ...... 19 -6 19.1.5 External Service Provider Training ...... 19 -7 19.2 Training Program ...... 19-9 19.2.1 General Training ...... 19 -9 19.2.2 Specific Training ...... 19-10 19.3 Lao Airlines Classes and Rosters ...... 19-18 19.4 Training Requirements for Ground Handling Agents ...... 19-19 19.4.1 Training Requirements for each Function ...... 19-19

20 Ground Support Equipment (GSE) Maintenance Program ...... 20-1 20.1 GSE Repair and Preventive Maintenance ...... 20-1 20.1.1 Purpose ...... 20-1 20.1.2 Scope ...... 20 -1

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20.1.3 Responsibilities ...... 20 -1 20.1.4 Procedure ...... 20-1 20.2 Unscheduled / Repair Maintenance ...... 20-2 20.2.1 Purpose ...... 20-2 20.2.2 Scope/Application ...... 20 -2 20.2.3 Responsibilities ...... 20 -2 20.2.4 Procedure ...... 20 -2 20.3 Scheduled / Preventive Maintenance ...... 20 -3 20.3.1 Purpose ...... 20-3 20.3.2 Scope ...... 20 -3 20.3.3 Responsibilities ...... 20 -3 20.3.4 Procedure ...... 20 -4 20.4 Daily Inspection ...... 20 -4 20.4.1 Purpose ...... 20-4 20.4.2 Scope ...... 20 -4 20.4.3 Responsibilities ...... 20 -4 20.4.4 Procedure ...... 20 -4 20.5 Vehicle Inspection ...... 20-5 20.5.1 Purpose ...... 20-5 20.5.2 Scope ...... 20 -5 20.5.3 Responsibilities ...... 20 -5 20.5.4 Instructions ...... 20-5 20.6 Unserviceable Equipment ...... 20 -6 20.7 GSE Maintenance Program Operational Checklist ...... 20-7 20.7.1 GSE Daily Operational Checklist ...... 20 -8

21 Glossary ...... 21-1 21.1 Acronyms ...... 21 -1 21.2 Definitions ...... 21 -4

22 Annexes ...... 22-1 22.1 Illustrations and Supplementary Information ...... 22-1 22.1.1 Aircraft Clearance Zone ...... 22 -1 22.1.2 Aircraft Clearance Zone Markings ...... 22 -2 22.1.3 Circles of Safety...... 22 -3 22.1.4 Safety Cone Placement – Narrowbody Aircraft ...... 22-4 22.1.5 Safety Cone Placement – Propeller Driven Aircraft ...... 22-5 22.1.6 Equipment Danger Tag ...... 22 -6 22.1.7 Application for Approval of Ground Handling Agent Training Program ... 22-7 22.1.8 Special Passenger Notification to Captain ...... 22-8 22.1.9 Ground Arrival Report ...... 22 -9 22.1.10 Ground Departure Record ...... 22-10 22.1.11 A320 and ATR Chocking Diagrams ...... 22-11 22.1.12 Aircraft Danger Areas ...... 22-13 xvi Ground Handling Manual Rev 2 – 01 Mar 2017

0 Introduction ...... 0-1 0.1 Manual General Description ...... 0-1 0.2 Authorization Statement ...... 0-2 0.3 Manual Control ...... 0-3 0.3.1 System of Revision ...... 0-3 0.3.2 Handwritten Amendments ...... 0-3 0.3.3 System for Annotation of Pages and Effective Dates ...... 0-3 0.3.4 Annotation of Changes ...... 0-3 0.3.5 Temporary Revisions ...... 0-3 0.3.6 Manual Distribution ...... 0-4 0.3.7 Manual Format ...... 0-4 0.3.8 Loss of the Manual ...... 0-4 0.3.9 Manual Content Feedback ...... 0-4 0.4 Library and Reference Documents ...... 0-5 0.4.1 Mandatory Regulations/Manuals ...... 0-5 0.5 Record of Revisions ...... 0-6 0.6 Summary of Changes ...... 0-7 0.7 List of Effective Pages (LEP) ...... 0-8

Intentionally Left Blank

0 Introduction

0.1 Manual General Description

The purpose of Ground Handling Manual (GHM) is to provide corporate policies, procedures, general administration and guidelines in matters affecting the Airport Operations management system as they are relevant to Lao Airlines’ Air Operator Certificate.

The Ground Handling Manual is, and remains the property of Lao Airlines and is provided to personnel and service providers in the course of their employment or contract delivery. The Ground Handling Manual contains proprietary information and under no circumstances should it be provided, or disclosed, to third parties. When not in use the Ground Handling Manual should be securely stored.

All Airport Operations personnel are expected to be thoroughly conversant with the contents of the Ground Handling Manual. This duty includes ensuring relevant information from the Ground Handling Manual is communicated to subordinate staff and contractors to ensure strict adherence to the policies and procedures at all levels of the organization.

It is the aim of this manual to take full account of the need to maintain civil aviation operational safety and security risks at a level that is deemed “as low as reasonably practicable” and to meet Lao Airlines operational goals and applicable regulatory requirements.

It is not the intention of this manual to contradict Lao DCA or other government authority regulatory requirements. Should there be discrepancies; the applicable regulatory requirements shall take precedence. As such, it is required that all Lao Airlines personnel discharge their duties in compliance with the laws, regulations and procedures of the relevant regulatory authorities.

It is the responsibility of the holder of this manual to maintain the manual in its current status at all times. From time to time revisions will be issued as either revisions or reissues; these documents must be incorporated without delay, and details entered in the appropriate Record Sheet. Revised pages should be replaced and obsolete pages destroyed or rendered unusable.

Distribution of the Ground Handling Manual and its revisions is the responsibility of the Quality Department to which the manual must be returned when no longer required. All enquiries regarding the Ground Handling Manual should be addressed to the Lao Airlines President & CEO.

Rev 0 – 01 Apr 2015 Ground Handling Manual 0-1 Uncontrolled When Printed or Downloaded Copyright © 2017 Lao Airlines. All Rights Reserved. Uncontrolled When Printed or Downloaded Copyright © 2017 Lao Airlines. All Rights Reserved. Chapter 0 – Introduction

0.3 Manual Control

In accordance with section 6.6.2 of the SQS Manual:

0.3.1 System of Revision

The administration, control, revision and distribution of the Ground Handling Manual shall be carried out by the Quality Department. The Ground Handling Manual shall be reviewed periodically, but as a minimum once every two years.

The revision number and effective date of each page in the manual are shown in the footer of individual pages, and reconciled to the List of Effective Pages (LEP). Each time a change is made to the content of the manual, the revision number and effective date will be updated on the affected pages.

Revisions may be by page replacement, addition or deletion. The LEP will be updated each time a revision is published, and users of the manual should check the LEP periodically to ensure all pages contained in the manual are current.

Upon receipt of a hard copy revision, the manual holder is responsible for the insertion of new pages and the removal of obsolete pages. When this task is undertaken, the Record of Revisions table must be completed.

0.3.2 Handwritten Amendments

Handwritten amendments and revisions are not permitted except in situations requiring immediate amendment or revision in the interest of safety. Handwritten changes must be authenticated by signature and/or stamp of a responsible person.

0.3.3 System for Annotation of Pages and Effective Dates

All pages will contain a header with the Lao Airlines logo, Chapter Number and Title, together with a footer that contains the Manual Name, Page Number, Revision Number and Effective Date.

0.3.4 Annotation of Changes

Changes will be annotated by a vertical line (revision bar) in the margin of the page adjacent to the amended text, and as far as practicable on charts and diagrams.

0.3.5 Temporary Revisions

Temporary revisions will be issued on yellow color paper, for easy identification.

Temporary Revisions will be issued with their own Record of Temporary Revisions.

Temporary Revisions will be incorporated into the manual in the next revision cycle.

0.3.6 Manual Distribution

The Quality Department is responsible for the distribution of controlled copies of the Ground Handling Manual. As a minimum, one representative in each area affected by the content of this manual will be identified as an approved copy holder.

The Quality Department will maintain a Distribution List for the Ground Handling Manual that identifies each controlled copy by a unique serial number. The person who is furnished with the manual (i.e. approved copy holder) is responsible for keeping it up to date with the revisions that are issued. All revisions are to be inserted within 7 days of receipt.

When revisions to the Ground Handling Manual are sent, the Quality Department will ensure a group email is sent to all staff as a notification of change.

Where photocopies of the Ground Handling Manual are made for reference purposes, these must be identified as ‘uncontrolled copies’ and the document or pages must be identified by a stamp or handwritten notation (e.g. ‘copy only’, ‘not for official use’).

0.3.7 Manual Format

Hard copies of the Ground Handling Manual will be in a ring-binder published in an A4 or A5 hardcopy format for ease of amendment.

The master electronic files for the Ground Handling Manual will be maintained by the Quality Department in a Microsoft Word version for editing purposes. Access to these files will be controlled by the Quality Department to prevent against unauthorized amendment.

0.3.8 Loss of the Manual

Loss of the manual by an approved copy-holder is to be reported in writing to the Quality Department, together with details of the circumstances leading to the loss. The Quality Department will arrange the issue of a replacement manual.

0.3.9 Manual Content Feedback

Feedback is encouraged from all personnel regarding the content of company manuals and any required amendments.

Please submit any suggestions regarding the content of the Ground Handling Manual via internal mail or email to: [email protected]

All feedback will be reviewed and considered. Accepted requests will be incorporated into the next manual revision. Where a request is declined an email will be sent to the Originator.

0.4 Library and Reference Documents

0.4.1 Mandatory Regulations/Manuals

The Lao Airlines station operations manual suite is issued in separate parts that contain the operational policies, processes, procedures and other information necessary for ground handling personnel to perform their duties and be in compliance with applicable regulations, laws, rules and standards.

Each Station Manager is responsible for ensuring that a hard-copy manual library is maintained, in addition to staff knowing how to access company publications either at a library location or via the Lao Airlines Manual Suite Dropbox. This will ensure that a current edition of all station operations manuals are available and in a usable format at all stations.

The manuals in the Lao Airlines suite that are applicable to airport operations, and need to be current and made available to operational personnel in either electronic (Dropbox) or hard-copy include:

• GHM Ground Handling Manual • LSP Lao Airlines Security Program • COM Cargo Operations Manual (if handling cargo) • DGM Dangerous Goods Manual • ERM Emergency Response Manual • SQM Safety and Quality Manual • AHM Aircraft Handling Manual • OMA Operations Manual Part A • IATA Ground Operations Manual (IGOM) • IATA Dangerous Goods Regulations (DGR) • IATA Live Animals Regulations (LAR) • IATA Perishable Cargo Regulations (PCR)

NOTE: The DGR should be accessible at all locations where passenger check-in and/or boarding operations are conducted.

0.5 Record of Revisions When receiving a revision, please fill the “Date Inserted” and the “Inserted by” box.

Rev No Issue Date Date Inserted Inserted by

0 01 Apr 2015 01 Apr 2015

1 01 Sep 2015 01 Sep 2015

2 01 Mar 2017 01 Mar 2017

3 15 Aug 2017 15 Aug 2017

0.6 Summary of Changes

SECTION NO. INSERTION DELETION REVISED DESCRIPTION OF CHANGE

Chapter 8 8.2.1 X Acceptance of baggage policies revised

0.7 List of Effective Pages (LEP) The following table represents the page revision numbers and dates as they apply to this manual.

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 0-i Rev 1 01 Sep 2015 1-13 Rev 2 01 Mar 2017 0-ii Rev 0 01 Apr 2015 1-14 Rev 2 01 Mar 2017 0-1 Rev 0 01 Apr 2015 1-15 Rev 2 01 Mar 2017 0-2 Rev 0 01 Apr 2015 1-16 Rev 2 01 Mar 2017 0-3 Rev 2 01 Mar 2017 1-17 Rev 2 01 Mar 2017

0-4 Rev 2 01 Mar 2017 1-18 Rev 2 01 Mar 2017

0-5 Rev 2 01 Mar 2017 1-19 Rev 2 01 Mar 2017

0-6 Rev 3 15 Aug 2017 1-20 Rev 2 01 Mar 2017

0-7 Rev 3 15 Aug 2017 1-21 Rev 2 01 Mar 2017

0-8 Rev 3 15 Aug 2017 1-22 Rev 2 01 Mar 2017

0-9 Rev 3 15 Aug 2017 1-23 Rev 2 01 Mar 2017

0-10 Rev 3 15 Aug 2017 1-24 Rev 2 01 Mar 2017

0-11 Rev 3 15 Aug 2017 1-25 Rev 2 01 Mar 2017

0-12 Rev 3 15 Aug 2017 1-26 Rev 2 01 Mar 2017

1-27 Rev 2 01 Mar 2017 0-13 Rev 3 15 Aug 2017 0-14 Rev 3 15 Aug 2017 1-28 Rev 2 01 Mar 2017 0-15 Rev 3 15 Aug 2017 1-29 Rev 2 01 Mar 2017 0-16 Rev 3 15 Aug 2017 1-30 Rev 2 01 Mar 2017 1-31 Rev 2 01 Mar 2017 1-i Rev 2 01 Mar 2017 1-32 Rev 2 01 Mar 2017 1-ii Rev 2 01 Mar 2017 1-33 Rev 2 01 Mar 2017 1-1 Rev 2 01 Mar 2017 1-34 Rev 2 01 Mar 2017 1-2 Rev 2 01 Mar 2017 1-35 Rev 2 01 Mar 2017 1-3 Rev 2 01 Mar 2017 1-36 Rev 2 01 Mar 2017 1-4 Rev 2 01 Mar 2017 1-31 Rev 2 01 Mar 2017 1-5 Rev 2 01 Mar 2017 1-32 Rev 2 01 Mar 2017 1-6 Rev 2 01 Mar 2017 1-33 Rev 2 01 Mar 2017 1-7 Rev 2 01 Mar 2017 1-34 Rev 2 01 Mar 2017

1-8 Rev 2 01 Mar 2017 1-35 Rev 2 01 Mar 2017

1-9 Rev 2 01 Mar 2017 1-36 Rev 2 01 Mar 2017

1-10 Rev 2 01 Mar 2017 1-37 Rev 2 01 Mar 2017

1-11 Rev 2 01 Mar 2017 1-38 Rev 2 01 Mar 2017

1-12 Rev 2 01 Mar 2017 1-39 Rev 2 01 Mar 2017

Chapter 0 – Introduction

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 1-40 Rev 2 01 Mar 2017 2-14 Rev 0 01 Apr 2015 1-41 Rev 2 01 Mar 2017 2-15 Rev 2 01 Mar 2017 1-42 Rev 2 01 Mar 2017 2-16 Rev 0 01 Apr 2015 1-43 Rev 2 01 Mar 2017 2-17 Rev 2 01 Mar 2017 1-44 Rev 2 01 Mar 2017 2-18 Rev 2 01 Mar 2017 1-45 Rev 2 01 Mar 2017 2-19 Rev 2 01 Mar 2017 1-46 Rev 2 01 Mar 2017 2-20 Rev 0 01 Apr 2015 1-47 Rev 2 01 Mar 2017 2-21 Rev 0 01 Apr 2015 1-48 Rev 2 01 Mar 2017 2-22 Rev 0 01 Apr 2015 1-49 Rev 2 01 Mar 2017 2-23 Rev 0 01 Apr 2015 1-50 Rev 2 01 Mar 2017 2-24 Rev 0 01 Apr 2015 1-51 Rev 2 01 Mar 2017 2-25 Rev 0 01 Apr 2015 1-52 Rev 2 01 Mar 2017 2-26 Rev 0 01 Apr 2015 1-53 Rev 2 01 Mar 2017 2-27 Rev 0 01 Apr 2015 1-54 Rev 2 01 Mar 2017 2-28 Rev 0 01 Apr 2015 1-45 Rev 2 01 Mar 2017 2-29 Rev 0 01 Apr 2015 1-56 Rev 2 01 Mar 2017 2-30 Rev 0 01 Apr 2015 1-57 Rev 2 01 Mar 2017 1-58 Rev 2 01 Mar 2017 3-i Rev 0 01 Apr 2015 1-59 Rev 2 01 Mar 2017 3-ii Rev 0 01 Apr 2015 1-60 Rev 2 01 Mar 2017 3-1 Rev 2 01 Mar 2017 3-2 Rev 0 01 Apr 2015 2-i Rev 0 01 Apr 2015 3-3 Rev 0 01 Apr 2015 2-ii Rev 0 01 Apr 2015 3-4 Rev 0 01 Apr 2015 2-1 Rev 0 01 Apr 2015 2-2 Rev 2 01 Mar 2017 4-i Rev 0 01 Apr 2015 2-3 Rev 2 01 Mar 2017 4-ii Rev 0 01 Apr 2015 2-4 Rev 2 01 Mar 2017 4-1 Rev 0 01 Apr 2015 2-5 Rev 2 01 Mar 2017 4-2 Rev 0 01 Apr 2015 2-6 Rev 2 01 Mar 2017 4-3 Rev 0 01 Apr 2015 2-7 Rev 0 01 Apr 2015 4-4 Rev 0 01 Apr 2015 2-8 Rev 2 01 Mar 2017 4-5 Rev 0 01 Apr 2015 2-9 Rev 2 01 Mar 2017 4-6 Rev 0 01 Apr 2015 2-10 Rev 0 01 Apr 2015 4-7 Rev 2 01 Mar 2017 2-11 Rev 2 01 Mar 2017 4-8 Rev 0 01 Apr 2015 2-12 Rev 2 01 Mar 2017 4-9 Rev 0 01 Apr 2015 2-13 Rev 0 01 Apr 2015 4-10 Rev 0 01 Apr 2015

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 4-11 Rev 0 01 Apr 2015 5-31 Rev 0 01 Apr 2015 4-12 Rev 0 01 Apr 2015 5-32 Rev 0 01 Apr 2015 4-13 Rev 0 01 Apr 2015 5-33 Rev 0 01 Apr 2015 4-14 Rev 1 01 Sep 2015 5-34 Rev 0 01 Apr 2015 5-35 Rev 0 01 Apr 2015 5-i Rev 0 01 Apr 2015 5-36 Rev 0 01 Apr 2015 5-ii Rev 0 01 Apr 2015 5-37 Rev 0 01 Apr 2015 5-1 Rev 0 01 Apr 2015 5-38 Rev 0 01 Apr 2015 5-2 Rev 0 01 Apr 2015 5-39 Rev 0 01 Apr 2015 5-3 Rev 0 01 Apr 2015 5-40 Rev 0 01 Apr 2015 5-4 Rev 0 01 Apr 2015 5-41 Rev 0 01 Apr 2015 5-5 Rev 0 01 Apr 2015 5-42 Rev 0 01 Apr 2015 5-6 Rev 0 01 Apr 2015 5-43 Rev 0 01 Apr 2015 5-7 Rev 0 01 Apr 2015 5-44 Rev 0 01 Apr 2015 5-8 Rev 2 01 Mar 2017 5-45 Rev 0 01 Apr 2015 5-9 Rev 0 01 Apr 2015 5-46 Rev 0 01 Apr 2015 5-10 Rev 2 01 Mar 2017 5-47 Rev 0 01 Apr 2015 5-11 Rev 2 01 Mar 2017 5-48 Rev 0 01 Apr 2015 5-12 Rev 2 01 Mar 2017 5-49 Rev 0 01 Apr 2015 5-13 Rev 0 01 Apr 2015 5-50 Rev 0 01 Apr 2015 5-14 Rev 0 01 Apr 2015 5-51 Rev 0 01 Apr 2015 5-15 Rev 0 01 Apr 2015 5-52 Rev 0 01 Apr 2015 5-16 Rev 0 01 Apr 2015 5-17 Rev 0 01 Apr 2015 6-i Rev 0 01 Apr 2015 5-18 Rev 0 01 Apr 2015 6-ii Rev 0 01 Apr 2015 5-19 Rev 0 01 Apr 2015 6-1 Rev 2 01 Mar 2017 5-20 Rev 0 01 Apr 2015 6-2 Rev 2 01 Mar 2017 5-21 Rev 0 01 Apr 2015 6-3 Rev 2 01 Mar 2017 5-22 Rev 0 01 Apr 2015 6-4 Rev 2 01 Mar 2017 5-23 Rev 0 01 Apr 2015 6-5 Rev 0 01 Apr 2015 5-24 Rev 0 01 Apr 2015 6-6 Rev 0 01 Apr 2015 5-25 Rev 0 01 Apr 2015 6-7 Rev 0 01 Apr 2015 5-26 Rev 0 01 Apr 2015 6-8 Rev 0 01 Apr 2015 5-27 Rev 0 01 Apr 2015 6-9 Rev 0 01 Apr 2015 5-28 Rev 0 01 Apr 2015 6-10 Rev 0 01 Apr 2015 5-29 Rev 0 01 Apr 2015 6-11 Rev 0 01 Apr 2015 5-30 Rev 0 01 Apr 2015 6-12 Rev 0 01 Apr 2015

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 6-13 Rev 0 01 Apr 2015 7-27 Rev 0 01 Apr 2015 6-14 Rev 0 01 Apr 2015 7-28 Rev 0 01 Apr 2015 6-15 Rev 0 01 Apr 2015 7-29 Rev 0 01 Apr 2015 6-16 Rev 0 01 Apr 2015 7-30 Rev 0 01 Apr 2015 6-17 Rev 0 01 Apr 2015 7-31 Rev 0 01 Apr 2015 6-18 Rev 0 01 Apr 2015 7-32 Rev 0 01 Apr 2015 6-19 Rev 0 01 Apr 2015 7-33 Rev 0 01 Apr 2015 6-20 Rev 0 01 Apr 2015 7-34 Rev 0 01 Apr 2015 7-35 Rev 0 01 Apr 2015 7-i Rev 2 01 Mar 2017 7-36 Rev 2 01 Mar 2017 7-ii Rev 0 01 Apr 2015 7-37 Rev 2 01 Mar 2017 7-1 Rev 2 01 Mar 2017 7-38 Rev 0 01 Apr 2015 7-2 Rev 2 01 Mar 2017 7-39 Rev 0 01 Apr 2015 7-3 Rev 0 01 Apr 2015 7-40 Rev 0 01 Apr 2015 7-4 Rev 0 01 Apr 2015 7-41 Rev 2 01 Mar 2017 7-5 Rev 0 01 Apr 2015 7-42 Rev 2 01 Mar 2017 7-6 Rev 0 01 Apr 2015 7-43 Rev 0 01 Apr 2015 7-7 Rev 0 01 Apr 2015 7-44 Rev 0 01 Apr 2015 7-8 Rev 0 01 Apr 2015 7-45 Rev 0 01 Apr 2015 7-9 Rev 0 01 Apr 2015 7-46 Rev 0 01 Apr 2015 7-10 Rev 0 01 Apr 2015 7-47 Rev 0 01 Apr 2015 7-11 Rev 0 01 Apr 2015 7-48 Rev 2 01 Mar 2017 7-12 Rev 0 01 Apr 2015 7-49 Rev 0 01 Apr 2015 7-13 Rev 0 01 Apr 2015 7-50 Rev 0 01 Apr 2015 7-14 Rev 0 01 Apr 2015 7-51 Rev 0 01 Apr 2015 7-15 Rev 0 01 Apr 2015 7-52 Rev 2 01 Mar 2017 7-16 Rev 0 01 Apr 2015 7-53 Rev 2 01 Mar 2017 7-17 Rev 2 01 Mar 2017 7-54 Rev 0 01 Apr 2015 7-18 Rev 0 01 Apr 2015 7-55 Rev 0 01 Apr 2015 7-19 Rev 0 01 Apr 2015 7-56 Rev 0 01 Apr 2015 7-20 Rev 2 01 Mar 2017 7-57 Rev 0 01 Apr 2015 7-21 Rev 0 01 Apr 2015 7-58 Rev 0 01 Apr 2015 7-22 Rev 0 01 Apr 2015 7-59 Rev 0 01 Apr 2015 7-23 Rev 0 01 Apr 2015 7-60 Rev 0 01 Apr 2015 7-24 Rev 0 01 Apr 2015 7-61 Rev 0 01 Apr 2015 7-25 Rev 0 01 Apr 2015 7-62 Rev 0 01 Apr 2015 7-26 Rev 0 01 Apr 2015

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 8-i Rev 2 01 Mar 2017 8-36 Rev 0 01 Apr 2015 8-ii Rev 0 01 Apr 2015 8-37 Rev 0 01 Apr 2015 8-1 Rev 2 01 Mar 2017 8-38 Rev 0 01 Apr 2015 8-2 Rev 0 01 Apr 2015 8-39 Rev 0 01 Apr 2015 8-3 Rev 1 01 Sep 2015 8-40 Rev 2 01 Mar 2017 8-4 Rev 0 01 Apr 2015 8-41 Rev 0 01 Apr 2015 8-5 Rev 2 01 Mar 2017 8-42 Rev 0 01 Apr 2015 8-6 Rev 0 01 Apr 2015 8-43 Rev 0 01 Apr 2015 8-7 Rev 0 01 Apr 2015 8-44 Rev 0 01 Apr 2015 8-8 Rev 0 01 Apr 2015 8-45 Rev 0 01 Apr 2015 8-9 Rev 0 01 Apr 2015 8-46 Rev 0 01 Apr 2015 8-10 Rev 0 01 Apr 2015 8-47 Rev 0 01 Apr 2015 8-11 Rev 0 01 Apr 2015 8-50 Rev 0 01 Apr 2015 8-12 Rev 3 15 Aug 2017 8-51 Rev 0 01 Apr 2015 8-13 Rev 3 15 Aug 2017 8-52 Rev 0 01 Apr 2015 8-14 Rev 3 15 Aug 2017 8-53 Rev 2 01 Mar 2017 8-15 Rev 0 01 Apr 2015 8-54 Rev 0 01 Apr 2015 8-16 Rev 2 01 Mar 2017 8-17 Rev 2 01 Mar 2017 9-i Rev 1 01 Sep 2015 8-18 Rev 0 01 Apr 2015 9-ii Rev 0 01 Apr 2015 8-19 Rev 0 01 Apr 2015 9-1 Rev 0 01 Apr 2015 8-20 Rev 0 01 Apr 2015 9-2 Rev 0 01 Apr 2015 8-21 Rev 0 01 Apr 2015 9-3 Rev 0 01 Apr 2015 8-22 Rev 0 01 Apr 2015 9-4 Rev 0 01 Apr 2015 8-23 Rev 0 01 Apr 2015 9-5 Rev 0 01 Apr 2015 8-24 Rev 0 01 Apr 2015 9-6 Rev 0 01 Apr 2015 8-25 Rev 0 01 Apr 2015 9-7 Rev 2 01 Mar 2017 8-26 Rev 0 01 Apr 2015 9-8 Rev 0 01 Apr 2015 8-27 Rev 0 01 Apr 2015 9-9 Rev 0 01 Apr 2015 8-28 Rev 2 01 Mar 2017 9-10 Rev 0 01 Apr 2015 8-29 Rev 2 01 Mar 2017 9-11 Rev 0 01 Apr 2015 8-30 Rev 0 01 Apr 2015 9-12 Rev 0 01 Apr 2015 8-31 Rev 0 01 Apr 2015 9-13 Rev 0 01 Apr 2015 8-32 Rev 0 01 Apr 2015 9-14 Rev 0 01 Apr 2015 8-33 Rev 0 01 Apr 2015 9-15 Rev 0 01 Apr 2015 8-34 Rev 0 01 Apr 2015 9-16 Rev 0 01 Apr 2015 8-35 Rev 2 01 Mar 2017 9-17 Rev 0 01 Apr 2015

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 9-18 Rev 0 01 Apr 2015 10-24 Rev 0 01 Apr 2015 9-19 Rev 0 01 Apr 2015 10-25 Rev 0 01 Apr 2015 9-20 Rev 0 01 Apr 2015 10-26 Rev 0 01 Apr 2015 9-21 Rev 1 01 Sep 2015 10-27 Rev 2 01 Mar 2017 9-22 Rev 0 01 Apr 2015 10-28 Rev 2 01 Mar 2017 9-23 Rev 2 01 Mar 2017 10-29 Rev 2 01 Mar 2017 9-24 Rev 0 01 Apr 2015 10-30 Rev 2 01 Mar 2017 9-25 Rev 0 01 Apr 2015 10-31 Rev 2 01 Mar 2017 9-26 Rev 0 01 Apr 2015 10-32 Rev 2 01 Mar 2017 9-27 Rev 2 01 Mar 2017 10-33 Rev 1 01 Sep 2015 9-28 Rev 2 01 Mar 2017 10-34 Rev 2 01 Mar 2017 10-35 Rev 2 01 Mar 2017 10-i Rev 2 01 Mar 2017 10-36 Rev 1 01 Sep 2015 10-ii Rev 2 01 Mar 2017 10-37 Rev 2 01 Mar 2017 10-1 Rev 2 01 Mar 2017 10-38 Rev 2 01 Mar 2017 10-2 Rev 2 01 Mar 2017 10-39 Rev 2 01 Mar 2017 10-3 Rev 2 01 Mar 2017 10-40 Rev 1 01 Sep 2015 10-4 Rev 2 01 Mar 2017 10-41 Rev 1 01 Sep 2015 10-5 Rev 2 01 Mar 2017 10-42 Rev 2 01 Mar 2017 10-6 Rev 2 01 Mar 2017 10-43 Rev 2 01 Mar 2017 10-7 Rev 2 01 Mar 2017 10-44 Rev 2 01 Mar 2017 10-8 Rev 0 01 Apr 2015 10-45 Rev 2 01 Mar 2017 10-9 Rev 0 01 Apr 2015 10-46 Rev 2 01 Mar 2017 10-10 Rev 0 01 Apr 2015 10-47 Rev 2 01 Mar 2017 10-11 Rev 0 01 Apr 2015 10-48 Rev 2 01 Mar 2017 10-12 Rev 0 01 Apr 2015 10-49 Rev 2 01 Mar 2017 10-13 Rev 0 01 Apr 2015 10-50 Rev 2 01 Mar 2017 10-14 Rev 0 01 Apr 2015 10-51 Rev 2 01 Mar 2017 10-15 Rev 0 01 Apr 2015 10-52 Rev 2 01 Mar 2017 10-16 Rev 0 01 Apr 2015 10-53 Rev 2 01 Mar 2017 10-17 Rev 0 01 Apr 2015 10-54 Rev 2 01 Mar 2017 10-18 Rev 0 01 Apr 2015 10-55 Rev 2 01 Mar 2017 10-19 Rev 0 01 Apr 2015 10-56 Rev 1 01 Sep 2015 10-20 Rev 0 01 Apr 2015 10-57 Rev 1 01 Sep 2015 10-21 Rev 0 01 Apr 2015 10-58 Rev 1 01 Sep 2015 10-22 Rev 0 01 Apr 2015 10-59 Rev 2 01 Mar 2017 10-23 Rev 0 01 Apr 2015 10-60 Rev 1 01 Sep 2015

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 10-61 Rev 1 01 Sep 2015 13-15 Rev 2 01 Mar 2017 10-62 Rev 2 01 Mar 2017 13-16 Rev 2 01 Mar 2017 13-17 Rev 2 01 Mar 2017 11-i Rev 0 01 Apr 2015 13-18 Rev 2 01 Mar 2017 11-ii Rev 0 01 Apr 2015 11-1 Rev 0 01 Apr 2015 14-i Rev 0 01 Apr 2015 11-2 Rev 0 01 Apr 2015 14-ii Rev 0 01 Apr 2015 11-3 Rev 0 01 Apr 2015 14-1 Rev 0 01 Apr 2015 11-4 Rev 0 01 Apr 2015 14-2 Rev 0 01 Apr 2015 14-3 Rev 0 01 Apr 2015 12-i Rev 2 01 Mar 2017 14-4 Rev 0 01 Apr 2015 12-ii Rev 0 01 Apr 2015 14-5 Rev 0 01 Apr 2015 12-1 Rev 0 01 Apr 2015 14-6 Rev 0 01 Apr 2015 12-2 Rev 2 01 Mar 2017 14-7 Rev 0 01 Apr 2015 12-3 Rev 2 01 Mar 2017 14-8 Rev 0 01 Apr 2015 12-4 Rev 0 01 Apr 2015 14-9 Rev 2 01 Mar 2017 12-5 Rev 0 01 Apr 2015 14-10 Rev 2 01 Mar 2017 12-6 Rev 2 01 Mar 2017 14-11 Rev 2 01 Mar 2017 12-7 Rev 2 01 Mar 2017 14-12 Rev 0 01 Apr 2015 12-8 Rev 2 01 Mar 2017 14-13 Rev 2 01 Mar 2017 14-14 Rev 2 01 Mar 2017 13-i Rev 0 01 Apr 2015 14-15 Rev 0 01 Apr 2015 13-ii Rev 0 01 Apr 2015 14-16 Rev 0 01 Apr 2015 13-1 Rev 2 01 Mar 2017 14-17 Rev 0 01 Apr 2015 13-2 Rev 2 01 Mar 2017 14-18 Rev 0 01 Apr 2015 13-3 Rev 2 01 Mar 2017 14-19 Rev 0 01 Apr 2015 13-4 Rev 0 01 Apr 2015 14-20 Rev 0 01 Apr 2015 13-5 Rev 2 01 Mar 2017 14-21 Rev 0 01 Apr 2015 13-6 Rev 2 01 Mar 2017 14-22 Rev 0 01 Apr 2015 13-7 Rev 2 01 Mar 2017 14-23 Rev 0 01 Apr 2015 13-8 Rev 2 01 Mar 2017 14-24 Rev 0 01 Apr 2015 13-9 Rev 2 01 Mar 2017 13-10 Rev 2 01 Mar 2017 15-i Rev 0 01 Apr 2015 13-11 Rev 2 01 Mar 2017 15-ii Rev 0 01 Apr 2015 13-12 Rev 2 01 Mar 2017 15-1 Rev 0 01 Apr 2015 13-13 Rev 2 01 Mar 2017 15-2 Rev 0 01 Apr 2015 13-14 Rev 2 01 Mar 2017

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 16-i Rev 0 01 Apr 2015 19-5 Rev 0 01 Apr 2015 16-ii Rev 0 01 Apr 2015 19-6 Rev 2 01 Mar 2017 16-1 Rev 0 01 Apr 2015 19-7 Rev 2 01 Mar 2017 16-2 Rev 0 01 Apr 2015 19-8 Rev 2 01 Mar 2017 16-3 Rev 0 01 Apr 2015 19-9 Rev 2 01 Mar 2017 16-4 Rev 0 01 Apr 2015 19-10 Rev 2 01 Mar 2017 19-11 Rev 2 01 Mar 2017 17-i Rev 0 01 Apr 2015 19-12 Rev 2 01 Mar 2017 17-ii Rev 0 01 Apr 2015 19-13 Rev 2 01 Mar 2017 17-1 Rev 2 01 Mar 2017 19-14 Rev 2 01 Mar 2017 17-2 Rev 0 01 Apr 2015 19-15 Rev 2 01 Mar 2017 17-3 Rev 0 01 Apr 2015 19-16 Rev 2 01 Mar 2017 17-4 Rev 0 01 Apr 2015 19-17 Rev 2 01 Mar 2017 17-5 Rev 0 01 Apr 2015 19-18 Rev 2 01 Mar 2017 17-6 Rev 0 01 Apr 2015 19-19 Rev 2 01 Mar 2017 19-20 Rev 2 01 Mar 2017 18-i Rev 2 01 Mar 2017 18-ii Rev 2 01 Mar 2017 20-i Rev 0 01 Apr 2015 18-1 Rev 2 01 Mar 2017 20-ii Rev 0 01 Apr 2015 18-2 Rev 2 01 Mar 2017 20-1 Rev 0 01 Apr 2015 18-3 Rev 2 01 Mar 2017 20-2 Rev 0 01 Apr 2015 18-4 Rev 0 01 Apr 2015 20-3 Rev 0 01 Apr 2015 18-5 Rev 0 01 Apr 2015 20-4 Rev 0 01 Apr 2015 18-6 Rev 0 01 Apr 2015 20-5 Rev 0 01 Apr 2015 18-7 Rev 0 01 Apr 2015 20-6 Rev 0 01 Apr 2015 18-8 Rev 0 01 Apr 2015 20-7 Rev 0 01 Apr 2015 18-9 Rev 0 01 Apr 2015 20-8 Rev 0 01 Apr 2015 18-10 Rev 0 01 Apr 2015 18-11 Rev 2 01 Mar 2017 21-i Rev 0 01 Apr 2015 18-12 Rev 0 01 Apr 2015 21-ii Rev 0 01 Apr 2015 21-1 Rev 0 01 Apr 2015 19-i Rev 2 01 Mar 2017 21-2 Rev 0 01 Apr 2015 19-ii Rev 0 01 Apr 2015 21-3 Rev 0 01 Apr 2015 19-1 Rev 2 01 Mar 2017 21-4 Rev 0 01 Apr 2015 19-2 Rev 2 01 Mar 2017 21-5 Rev 0 01 Apr 2015 19-3 Rev 2 01 Mar 2017 21-6 Rev 0 01 Apr 2015 19-4 Rev 2 01 Mar 2017

Page No. Revision No. Effective Date Page No. Revision No. Effective Date 22-i Rev 0 01 Apr 2015 22-9 Rev 2 01 Mar 2017 22-ii Rev 0 01 Apr 2015 22-10 Rev 2 01 Mar 2017 22-1 Rev 0 01 Apr 2015 22-11 Rev 2 01 Mar 2017 22-2 Rev 0 01 Apr 2015 22-12 Rev 2 01 Mar 2017 22-3 Rev 0 01 Apr 2015 22-13 Rev 2 01 Mar 2017 22-4 Rev 0 01 Apr 2015 22-14 Rev 2 01 Mar 2017 22-5 Rev 0 01 Apr 2015 22-6 Rev 0 01 Apr 2015 22-7 Rev 0 01 Apr 2015 22-8 Rev 2 01 Mar 2017

1 Duties and Responsibilities...... 1-1 1.1 Ground Operations Organisation Chart ...... 1-1 1.2 Ground Operations Department ...... 1-2 1.2.1 Vice-President Ground and Catering ...... 1-3 1.2.2 Director Ground Operations ...... 1-5 1.2.3 Quality Management Representative (QMR) Ground Operations ...... 1-7 1.2.4 Deputy Director Ramp Operations ...... 1-8 1.2.5 Deputy Director Passenger Services ...... 1-10 1.2.6 Deputy Director Airport Admin & Marketing ...... 1-12 1.2.7 Manager Aircraft Cabin Hygiene ...... 1-14 1.2.8 Manager Ground Support Equipment (GSE) ...... 1-16 1.2.9 Manager Aircraft Loading ...... 1-18 1.2.10 Manager Passenger Services ...... 1-20 1.2.11 Manager Contracts and Customer Relations ...... 1-22 1.2.12 Manager Ground Administration ...... 1-24 1.2.13 Deputy Manager Check-In and Gate...... 1-26 1.2.14 Deputy Manager Lost & Found ...... 1-28 1.2.15 Deputy Manager Load Control ...... 1-30 1.2.16 Ramp Coordinator ...... 1-32 1.2.17 GSE Mechanics ...... 1-34 1.2.18 Aircraft Hygiene Staff ...... 1-36 1.2.19 Loaders (Cargo Handling Agents) ...... 1-37 1.2.20 Ramp Drivers ...... 1-39 1.2.21 GSE Operators ...... 1-40 1.2.22 Check-In & Gate Agents ...... 1-42 1.2.23 Lost & Found Agent ...... 1-44 1.2.24 Load Controller ...... 1-45 1.2.25 Station Training Assistant ...... 1-47 1.2.26 Human Resources Assistant ...... 1-48 1.2.27 IT Assistant ...... 1-49 1.2.28 Station Manager (Domestic/International) ...... 1-50 1.3 Continuity of Management Oversight ...... 1-52 1.4 Communication System ...... 1-53 1.5 Contracted and Purchased Products and Services ...... 1-54 1.5.1 Contracted Services ...... 1-54 1.5.2 Purchased Products ...... 1-55 1.6 Safety Management System (SMS) ...... 1-56 1.6.1 General ...... 1-56 1.6.2 Hazard Identification and Reporting ...... 1-56 1.6.3 Confidential Reporting ...... 1-56 1.6.4 Safety Risk Assessment and Mitigation ...... 1-56 1.6.5 Safety Performance ...... 1-56 1.6.6 Quality Assurance ...... 1-56 1.6.7 Safety Review Board ...... 1-57

1.7 Control of Records in Ground Operations ...... 1-58 1.7.1 Control of Records ...... 1-58 1.7.2 Time for Storing Of Airport Operations Records ...... 1-58

1 Duties and Responsibilities

1.1 Ground Operations Organisation Chart

Rev 2 – 01 Mar 2017 Ground Handling Manual 1-1

1.2 Ground Operations Department

Ground Operations Department, also referred to as Ground Operations, is responsible for monitoring Lao Airlines personnel and external service providers that control ground handling operations and the management of safety and security outcomes in the following areas:

• Passenger handling, baggage handling, and ramp services; • Aircraft weight & balance and load control; • Ground Service Equipment (GSE) operations; • Aircraft cabin hygiene; • Aircraft de/anti-ice services, as applicable; • Cargo handling, loading and unloading.

Positions within Ground Operations that affect safety or security of operations are filled by personnel on the basis of knowledge, skills, training and experience appropriate for the position. Compliance with this requirement shall be monitored through the Quality & Safety Audit Program.

It is the responsibility of all managers and non-managers to have the accountability to take corrective actions, either to address hazards and/or errors identified through reporting or from other sources, or in response to events, such as accidents or incidents.

Lao Airlines monitors that the Lao Airlines personnel and external services provided under these arrangements meet the Company’s requirements through periodic internal quality audits and through the Director Ground Operations attending individual or group meetings with service providers and Station Managers.

1-2 Ground Handling Manual Rev 2 – 01 Mar 2017

1.2.1 Vice-President Ground and Catering

Purpose

The Vice President Ground and Catering has the authority and responsibility for setting policy, demonstrating commitment, meeting requirements, approving resources, setting objectives, implementing processes, and achieving desired results within their defined areas of responsibility. The Vice President Ground and Catering is responsible for ensuring effective coordination and communication among the airline’s Vice Presidents, Managers, and Deputy Managers regarding operational matters. This includes ensuing operations are conducted safely and securely as a single system and not separately as stand-alone (silo) organisations.

Minimum qualifications and experience • Previous senior level management experience in ground handling operations; • Post-Secondary education in business management or equivalent; • Relevant certifications in safety management / risk management and/or emergency response; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Experience in Flight Operations, Ground Operations, and/or catering operations; • Background in airline operations, safety management, and catering operations.

Responsibilities • Ensure the allocation of human, technical, financial, or other resources necessary for the effective and efficient performance of the SMS and to manage safety risks and security threats • Ensure operations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures • Ensure ground handling and catering operations are conducted in accordance with applicable regulations and standards of Lao Airlines; • Overview and respond to any corrective actions through the SQS program to ensure that ground operations are conducted in a safe manner; • Review any significant events that are reported from ground handling or catering operations and implement corrective action plans; • Responsible for developing and approving budgetary requirements; • Co-operate with local and foreign partners to ensure the execution of ground handling plans for Lao Airlines;

Rev 2 – 01 Mar 2017 Ground Handling Manual 1-3

• Oversee and manage external service provider agreements; special prorate agreements; charter agreements; block space agreements, and general sales agreements; • Responsible to review and approve as required reports obtained through the SQS audit process; • Chair any company committees that fall under responsible departments; • Additional responsibilities identified in the SQS 1.4.2.

Authority • Directly reports to the President & CEO regarding significant issues or events in regard to ground handling operations; • Make decisions that affect the safety and/or security of ground handling operations; • Review and approve QMS occurrence investigation reports and corrective actions; • Preparation of the annual budget for approval; • Cooperate with the Lao DCA, OEMs and other applicable external organizations regarding Lao Airlines safety occurrences and other safety management issues;

Delegated Authority In the event of the Vice President’s absence from the workplace, his duties and responsibilities will be delegated to the Director Ground Operations. Refer to the SQS 1.4.2 for an additional job description.

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1.2.2 Director Ground Operations

Purpose The Director Ground Operations is responsible for the day to day operations of the ground operations department by establishing and maintaining Lao Airlines standards and procedures. The Director Ground Operations has the authority and responsibility for the management and supervision of functions and activities within the scope of ground operations and is accountable to senior management for ensuring the safety and security of cargo operations.

Minimum qualifications and experience • Previous management experience in cargo or ground operations; • Post-Secondary education in business management or equivalent; • Relevant certifications in safety management / risk management and/or emergency response; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in Flight Operations, Ground Operations and/or Cargo Operations; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure a suitable allocation of human, technical, financial, or other resources necessary for the management of the SMS program and ability to manage safety risks and security threats effectively; • Ensure operations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Actively participate in Safety Review Board and/or Safety Action Group meetings as required; • Responsible for ensuring ground operations are conducted in accordance with applicable regulations and standards of the Operator; • Ensure that current regulatory and/or reference manuals are made available to the required job functions and in the required areas. At a minimum, will include IATA Dangerous Goods Regulations, IATA Interline Agreement, IATA Live Animal Regulations and IATA Perishable Regulations; • Assist in development and implementation of policies and standards for the Ground Operations department; • Responsible to verify that ground operations are compliant and operating within standards and regulations;

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• Ensure that all required personnel have successfully completed initial and recurrent training to remain qualified based on job function; • Ensure positions within ground operations organization that affect safety or security of operations are filled by personnel based on knowledge, skills, training, and experience appropriate for the position; • Prepare and negotiate ground handling agent agreements; • Verify that each external ground agent ensures positions that affect safety and/or security of operations are filled by personnel based on knowledge, skills, training, and experience appropriate for the position; • Co-operate with domestic/international airport authorities to ensure the safety and security of ground operations; • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company; • Additional responsibilities identified in the SQS Manual 1.4.3.

Authority • Review and approve occurrence investigation reports; • Implement the annual cargo budget; • Conduct and review employee performance reviews; • Cooperate with the Lao DCA, OEMs and other applicable external organizations regarding Lao Airlines safety occurrences and other safety management issues; • Is accountable to senior management for ensuring the safety of ground handling operations; • Refer to the SQS 1.4.3 for an additional job description.

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1.2.3 Quality Management Representative (QMR) Ground Operations Refer to the Lao Airlines SQM 1.7 for job description.

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1.2.4 Deputy Director Ramp Operations

Minimum qualifications and experience • Previous management experience in cargo or ground operations; • Education in aviation management/business or equivalent training; • Relevant certifications in safety management / risk management and/or emergency response, an asset; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in Ground Operations and/or Cargo Operations; • Strong verbal and written communication skills, including basic English proficiency; • Experience working within aviation regulations, safety standards and/or ramp operations; • Previous audit investigation experience an asset; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including basic English proficiency; • Valid Driver’s License and GSE operations experience; • Perform other duties and responsibilities as required by the company; • Additional responsibilities identified in the SQS Manual 1.4.3.

Responsibilities • Ensure ramp operations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all documentation within ground handling is being updated and retained; • Actively participate in Safety Review Board and/or Safety Action Group meetings as required; • Provide oversight and management of the various operational Managers; • Responsible for ensuring ramp operations are conducted in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Provide safety and security supervision on the ramp;

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• Ensure that current regulatory and/or reference manuals are being used and available; • Investigate occurrence reports as part of the Safety Management and Quality Management System; • Investigate and report to senior management on any safety reports that are issued as per the SMS program; • Assist in updating of Lao Airlines manuals and training standards to meet IATA standards and national regulations; • Assist in development and implementation of policies and standards for the ramp operations department; • Assist in OJT training of new hire employees and recurrent training; • Assist Ground Operations department in management of the operations staff (hiring, evaluation, counselling, and mentoring); • Monitor and manage functional areas including;

o Ground Service Equipment; o Ramp Services; o GSE Maintenance; o Aircraft Cabin Hygiene Sections; o Aircraft Cabin Hygiene; • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company; • Additional responsibilities identified in the SQS Manual 1.4.3.

Authority • Review and implement corrective actions from the SQS program; • Conduct and review employee performance reviews; • Cooperate with the Lao DCA, OEMs and other applicable external organizations regarding Lao Airlines safety occurrences and other safety management issues; • Is accountable to senior management for ensuring the safety of ground handling operations.

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1.2.5 Deputy Director Passenger Services

Purpose The Deputy Director Passenger Services is responsible for assisting in the day-today management of passenger services that includes passenger check-in, boarding, passenger assistance, and Load Control.

Minimum qualifications and experience • Previous management experience in passenger services or airport operations; • Education in aviation management/business or equivalent training; • Relevant certifications in safety management / risk management and/or emergency response, an asset; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in passenger services; • Strong verbal and written communication skills, including basic English proficiency; • Experience working within aviation regulations, safety standards and/or ramp operations; • Previous audit investigation experience an asset; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment;

Responsibilities • Ensure passenger services are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all documentation within passenger services is being updated and retained; • Actively participate in Safety Review Board and/or Safety Action Group meetings as required; • Provide oversight and management of the various operational managers; • Responsible for ensuring passenger services and Load Control are conducted in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Ensure that current regulatory and/or reference manuals are being used and available; • Investigate occurrence reports as part of the Safety Management and Quality Management Systems;

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• Investigate and report to senior management on any safety reports that are issued as per the SMS program; • Assist in updating of Lao Airlines manuals and training standards to meet IATA standards and national regulations; • Assist in development and implementation of policies and standards for the passenger services department; • Assist in OJT training of new hire employees and recurrent training; • Assist Passenger services department in management of the operations staff (hiring, evaluation, counselling, and mentoring); • Monitor and manage functional areas including; • Passenger Baggage Service Section;

o Check-in; o Load Control; o Lost & Found. • Vehicle and Baggage Service Section; o Vehicle Unit; o Loading/Unloading. • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company; • Additional responsibilities identified in the SQS Manual 1.4.3.

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1.2.6 Deputy Director Airport Admin & Marketing

Purpose The Deputy Director Airport Admin & Marketing is responsible to oversee and manage airport administration and external contracted agents.

Minimum qualifications and experience • Previous management experience in airport management, human resources, or marketing; • Education in marketing/business/human resources or equivalent training; • Previous experience in contract negotiations and customer relations; • Experience setting and managing budgets; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Strong verbal and written communication skills, including basic English proficiency; • Experience working within aviation regulations, safety standards and/or airport administration; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Additional responsibilities identified in the SQS Manual 1.4.3.

Responsibilities • Ensure airport administration and marketing are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Responsible for ensuring contracts are handled in accordance with applicable regulations and standards of Lao Airlines; • Actively participate in Safety Review Board and/or Safety Action Group meetings as required; • Oversee and manage external contracts; • Renew and execute Ground Handling Agents contracts; • Resolve any significant issues and report on contract performance to the management board; • Develop and maintain customer relations initiatives; • Handle immediate and ongoing airport administration tasks; • Oversee revenue management tasks;

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• Provide oversight and management of the various operational managers; • Responsible for ensuring that contracts are issued to each external service provider (ESP) and the contracts meet the requirements of the IATA IOSA program and Lao Airlines Manual Suite; • Ensure that current regulatory and/or reference manuals are being used and available by ESPs; • Assist in OJT training of new hire employees and recurrent training; • Monitor and manage functional areas including;

o International Branches; o Ground Handling Agents; o Contracts and Customer Relations; o Ground Administration. • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company; • Additional responsibilities identified in the SQS Manual 1.4.3.

Authority • Review and implement corrective actions from the SQS program; • Conduct and review employee performance reviews; • Negotiate and execute contracts; • Cooperate with the Lao DCA, OEMs and other applicable external organizations regarding Lao Airlines safety occurrences and other safety management issues.

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1.2.7 Manager Aircraft Cabin Hygiene

Purpose The Chief Aircraft Cabin Hygiene is responsible for the day-to-day implementation of the Lao Airlines Aircraft Cabin Hygiene program and to oversee aircraft cabin cleaning operations.

Minimum qualifications and experience • Previous supervisory experience; ramp/cabin operations an asset; • Secondary education required, Diploma; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in Ground Operations and/or Cabin Operations; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure cabin hygiene operations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Responsible for ensuring cabin hygiene operations are conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Supervise the aircraft cabin hygiene work and report any incidents or deficiencies; • Observe that the correct tools are being used in a safe, correct manner; • Verify that the aircraft is cleaned to compliant hygiene standards; • Manage cleaning staff to work in an efficient timely manner so as not to delay any flights; • Report and document any articles that are left behind to be sent to Lost and Found; • Assist in ensuring all facility equipment is in a satisfactory operating condition; • Verify that all cabin hygiene employees are current in training requirements;

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• Assist in development and implementation of policies and standards for the ramp operations department; • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company.

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1.2.8 Manager Ground Support Equipment (GSE)

Purpose The Manager Ground Support Equipment is responsible for the day-to day operations and maintenance of the Lao Airlines GSE program.

Minimum qualifications and experience • Previous supervisory experience; GSE/Ramp Operations an asset; • Secondary education required, Diploma; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in GSE operations and/or maintenance; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including basic English proficiency; • Valid Driver’s License required.

Responsibilities • Ensure GSE operations and maintenance are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Responsible for ensuring GSE operations and maintenance are conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory safe operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Manage the maintenance of GSE so that equipment is in an operable condition; • Ensure any unserviceable equipment is tagged out of service; • Monitor that the correct equipment is being used in a safe, correct manner; • Assist Ramp Operations in management of the operations staff (hiring, evaluation, counselling, and mentoring); • Ensure that all GSE Mechanics/Operators are current in all training; • Supervise all staff to follow correct ramp safety standards while working on the ramp area and while supporting the ground service equipment to the aircraft such as: passenger manual stairs, passenger car stairs, GPU, ACU, ASU,

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Aircraft towing tractor, lavatory truck, potable water truck, Catering truck, conveyor belt and towing tug etc.; • Verify that GSE is following the GSE Maintenance program; • Verify that all personnel are using PPE while working; • Coordinate all GSE and GSE personnel to be ready for all phases of an aircraft turn; • Assist in development and implementation of policies and standards for the ramp operations department; • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company.

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1.2.9 Manager Aircraft Loading

Purpose The Manager Aircraft Loading is responsible for day-to-day management and oversight of aircraft loading and ramp driver operations.

Minimum qualifications and experience • Previous supervisory experience; Aircraft Loading/Ramp Operations an asset; • Secondary education required, Diploma; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in aircraft loading or ramp operations; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including basic English proficiency; • Valid Driver’s License required.

Responsibilities • Ensure aircraft loading and ramp operations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Responsible for ensuring operations is conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory safe operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Ensure the assignment of a Ramp Coordinator to each aircraft arrival and departure; • Ensure that all required documentation is completed correctly and retained; • Monitor that the correct equipment is being used in a safe, correct manner; • Assist Ramp Operations in management of the operations staff (hiring, evaluation, counselling, and mentoring); • Ensure that all Loaders, Ramp Drivers, and Ramp Coordinators are current in training; • Supervise all staff to follow correct ramp safety standards while working on the ramp area and while supporting the ground service equipment to the aircraft

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such as: passenger manual stairs, passenger car stairs, GPU, ACU, ASU, Aircraft towing tractor, lavatory truck, potable water truck, Catering truck, conveyor belt and towing tug etc.; • Ensure that Loaders are loading and unloading aircraft as per procedures and loading instructions; • Verify that all personnel are using PPE while working; • Assist in development and implementation of policies and standards for the ramp operations department; • Ensure that security control procedures are being maintained to prevent any unauthorised interference; • Perform other duties and responsibilities as required by the company.

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1.2.10 Manager Passenger Services

Purpose The Manager Passenger Services is responsible for management and oversight of the Lao Airlines check-in process and passenger handling.

Minimum qualifications and experience • Previous supervisory experience; customer services an asset; • Secondary education required, Diploma; • Proven capability to provide excellent customer service; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in customer services; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure passenger services are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all documentation within passenger services is being completed and retained; • Responsible for ensuring passenger services are conducted in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Ensure that check-in agents are asking the required security and dangerous goods questions; • Ensure that all airport activities are conducted in compliance to internal standards and national regulations; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Assist passenger services in managing the operations staff (hiring, evaluation, counselling, and mentoring); • Verify that all required employees are current in training;

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• Ensure that current regulatory and/or reference manuals are being used and available; • Supervise the check-in process; • Respond to customer service feedback; • Handle any technological issues that may arise during the check-in process; • Follow designated work procedures to handle general passenger service by providing efficient safe service; • Ensure the services with VIP and Business passengers are being handled correctly; • Manage all staff within the check-in services; • Oversee cancelled and delayed flights; • Actively participate in Safety Review Board and/or Safety Action Group meetings as required; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Perform other duties and responsibilities as required by the company.

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1.2.11 Manager Contracts and Customer Relations

Purpose The Manager Contracts & Customer Relations is responsible for the day-to day implementation and maintenance of Lao Airlines contract services and customer relations.

Minimum qualifications and experience • Previous supervisory experience; contracts and/or customer relations an asset; • Secondary education required, Diploma; • Proven capability to provide excellent negotiations and customer service; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in contract maintenance and customer relationships; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure airport contracts and customer relations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Responsible for ensuring contracts are handled in accordance with applicable regulations and standards of Lao Airlines; • Assist in managing Ground Handling Agents contracts; • Develop and maintain customer relations initiatives; • Handle immediate and ongoing airport administration tasks; • Manage contracts that are issued to each external service provider (ESP) and the contracts meet the requirements of the IATA IOSA program and Lao Airlines Manual Suite; • Monitor that current regulatory and/or reference manuals are being used and available by ESPs; • Assist in OJT training of new hire employees and recurrent training; • Provide oversight of the Station Training Assistant; • Perform other duties and responsibilities as required by the company.

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Authority • Review and implement corrective actions from the SQS program; • Conduct and review employee performance reviews; • Assist in negotiating and executing contracts.

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1.2.12 Manager Ground Administration

Purpose The Manager Ground Administration is responsible for managing and overseeing the information technology and administration requirements for ground operations.

Minimum qualifications and experience • Previous supervisory experience; IT and/or Administration an asset; • Secondary education required, Diploma; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Demonstrated experience in IT management and development; • Experience in administration management; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure ground administration is conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all documentation within ground administration is being completed and retained; • Manage the DCS and check-in system; example computers, printers, and other communication tools; • Ensure that all activities are conducted in compliance to internal standards and national regulations; • Provide regular maintenance to IT equipment; • Document all scheduled and adhoc repairs to equipment; • Ensure that scheduled back-ups of computers are completed and documented; • Provide oversight to the HR Assistant and IT Assistant; • Provide administration assistant to the Deputy Director Airport Administration & Marketing; • Screen and forward communications to ground senior management; • Liaise with colleagues and external contacts to book travel and accommodation; • Organize and store paperwork, documents, and computer-based information; • Photocopy and print various documents, sometimes on behalf of other colleagues; • Recruit, train and supervise junior staff and delegate work as required;

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• Liaise with staff in other departments and with external contacts; • Aid in documenting and filing any contracts, communications, or documentation; • Perform other duties and responsibilities as required by the company.

Authority • Review and implement corrective actions from the SQS program; • Conduct and review employee performance reviews.

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1.2.13 Deputy Manager Check-In and Gate

Purpose The Deputy Manager Check-In and Gate is responsible for supervision of the Lao Airlines check-in process and passenger handling.

Minimum qualifications and experience • Previous supervisory experience; customer service an asset; • High School Education; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Practical experience in customer services; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure passenger services are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all documentation within passenger services is being completed and retained; • Responsible for ensuring passenger services are conducted in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Ensure that check-in agents are asking the required security and dangerous goods questions; • Ensure that all airport activities are conducted in compliance to internal standards and national regulations; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Assist passenger services in supervising the operations staff (hiring, evaluation, counselling, and mentoring); • Ensure that current regulatory and/or reference manuals are being used and available; • Supervise the check-in process;

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• Respond to customer service feedback; • Handle any technological issues that may arise during the check-in process; • Follow designated work procedures to handle general passenger service by providing efficient safe service; • Ensure the services with VIP and Business passengers are being handled correctly; • Supervise cancelled and delayed flights; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Perform other duties and responsibilities as required by the company.

Delegated Authority In the event of the Deputy Manager Check-In and Gate absence from the workplace, his duties and responsibilities will be delegated by the Manager Passenger Services.

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1.2.14 Deputy Manager Lost & Found

Purpose The Lost & Found staff is responsible for overseeing the lost and found department to record and reconcile any lost items to the owner.

Responsibilities • Ensure lost & found services are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all documentation within lost & found services is completed and retained; • Ensure the lost & found department services is conducted in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Provide customer service for passengers that have lost luggage or items left on the aircraft or the airport; • Document and track damaged luggage and lost baggage; • Provide excellent customer service; • Verify that any article claimed by a passenger is verified with correct identification and all information is recorded in the logbook; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Perform other duties and responsibilities as required by the company.

Authority • Review and implement corrective actions from the SQS program;

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• Conduct and review employee performance reviews; • Cooperate with the Lao DCA, OEMs and other applicable external organizations regarding Lao Airlines safety occurrences and other safety management issues.

Delegated Authority In the event of the Deputy Manager Lost & Found absence from the workplace, his duties and responsibilities will be delegated by the Manager Passenger Services.

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1.2.15 Deputy Manager Load Control

Purpose The purpose of the Deputy Manager Load Control is to manage Load Controllers and verify that correct weight and balance procedures and correct loading and unloading standards are being used and documented for each flight.

Minimum qualifications and experience • Previous supervisory experience; Load Control an asset; • High School Education; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • As required a Load Control license issued by the LDCA or other state authority; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Strong verbal and written communication skills, including Basic English proficiency.

Responsibilities • Ensure load control procedures are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Verify that all load control documentation is completed and retained; • Ensure that load control is conducted in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Manage Weight and Balance staff to ensure load planning is within correct calculations of weight and balance for each flight; Load Control staff must understand the unique requirements for each aircraft type; • Manage and Supervise the loading of baggage into each hold compartment of each aircraft type, the load master must follow the standard instructions of weight content following the Load Control Manual and Ground Handling Manual; • Verify that all documentation, LIR, NOTOC, etc., are complete, signed, and distributed to affected departments; • Ensure that all load control activities are conducted in compliance to internal standards and national regulations; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition;

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• Ensure that all load controllers are valid in weight and balance training and currency is maintained and documented; • Assist management in supervising the operations staff (hiring, evaluation, counselling, and mentoring); • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Perform other duties and responsibilities as required by the company.

Delegated Authority In the event of the Deputy Manager Load Control absence from the workplace, his duties and responsibilities will be delegated by the Manager Passenger Services.

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1.2.16 Ramp Coordinator

Purpose The Ramp Coordinator is responsible for the day-to day supervision of ramp services and cargo operations.

Minimum qualifications and experience • 1-3 years of demonstrated airport/airline experience within an airline related discipline and have knowledge of ground service equipment; • High school diploma or equivalent; • Must be able to lift up to 70lbs and work in various weather conditions (i.e., rain, humidity, wind, heat); • Must complete Company-provided training with an 80% or higher on the final exam; • Awareness of aviation regulations, safety standards and safe operating practices; • Proven supervision experience; • Willingness to work in an SMS program and safety-minded environment; • Dangerous goods acceptance, handling and loading experience preferred; • Ability to work in a fast-paced environment; • Ability to work independently or as part of a team; • Strong decision making skills and ability to work under tight deadlines and pressure; • Excellent communications skills including English proficiency; • Experience working in safety environment and ability to apply situational awareness.

Responsibilities • Responsible to provide supervision to Ramp Agents and work procedures; • Responsible for assigned ground and cargo handling operations and ensuring compliance with applicable regulations and Lao Airlines policy and procedures; • Ensure facilities meet minimum environmental and safety regulations and standards; • Support hands-on training of new hire employees and for recurrent training; • Supervise ramp employees in their compliance to required ramp safety policies and procedures while operating ground support equipment; • Accept and handle general cargo and COMAT and ensure it is safely and appropriately loaded for transport as cargo on board the aircraft;

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• Ensure that no dangerous goods or “Cargo Aircraft Only” shipments are loaded on an aircraft; • Investigate all dangerous goods incidents or accidents and file a report with the SQS Department; • Assist the Training Department in updating training material and manuals; • Monitor all external service providers to ensure they are operating as per Lao airlines policies and standards; • Follow the Ramp Coordinator responsibilities identified in the Lao Airlines Manual Suite; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Perform other duties and responsibilities as required by the Company.

Authority • Make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground handling operations; • Authority to report ramp and fueling ground support equipment deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials; • Review and implement corrective actions from the SQS program; • Conduct and review employee performance reviews.

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1.2.17 GSE Mechanics

Purpose GSE Mechanics are responsible to ensure GSE equipment is maintained in a safe operational status and responsible to maintain the requirements of the Lao Airlines GSE Maintenance Program.

Minimum qualifications and experience • Previous airline experience in GSE Maintenance or automotive maintenance; • As required, Mechanic’s Licence; • Previous experience in equipment maintenance; • High school diploma or higher; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Ability to work both as part of a team and independently; • Able to work shift work in a fast-paced environment; • Excellent communications skills including English proficiency; • Driver’s Licence.

Responsibilities • Responsible for ensuring GSE Maintenance is conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Ensure that all GSE documentation is filled out completely and retained; • Ensure any unserviceable equipment is tagged out of service; • Report any incident or accident involving any employee, GSE, aircraft; • Verify that GSE vehicles are following the prescribed scheduled maintenance; • Perform a daily inspection to each piece of equipment that will be used in operations of the aircraft; • Use PPE as deemed necessary; • Maintain currency in ALL required training subjects; • Responsible to fill out all inspection reports and maintenance logs; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Delegated responsibilities from Manager as assigned.

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Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground handling operations; • Make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground service equipment; • Authority to report ramp and GSE deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials; • Review and implement corrective actions from the SQS program; • Conduct and review employee performance reviews.

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1.2.18 Aircraft Hygiene Staff

Purpose The purpose of the Aircraft Hygiene Staff is to maintain the cabin of Lao Airlines aircraft to a safe and clean environment as prescribed in the Lao Airline manuals.

Minimum qualifications and experience • High school diploma or higher; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Attention to detail.

Responsibilities • Responsible for ensuring cabin hygiene operations are conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Responsible for aircraft cabin hygiene and cleaning to acceptable standards; • Use PPE as deemed necessary; • Ensure that any found passenger item onboard the aircraft is documented and turned over to the Lost & Found Department; • Maintain required training currency; • Work in a safe but efficient manner so as not to delay boarding of passengers; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Delegated responsibilities from Manager as assigned.

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1.2.19 Loaders (Cargo Handling Agents)

Purpose Loaders are responsible to handle and load and unload baggage and cargo into aircraft in a safe and efficient manner so as not to create any delays.

Minimum qualifications and experience • Previous airline experience in ground operations; • High school diploma or higher; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Excellent communications skills including English proficiency; • Able to lift to 75 pounds; • Ability to obtain any required loading certifications; • Able to work shift work in a fast-paced environment; • Excellent communications skills including English proficiency.

Responsibilities • Load, unload, and service of all inbound and outbound aircraft in accordance with Lao Airlines policy and procedures; • Conduct ramp safety, ground support equipment and cleanliness inspections; • Reconcile, sort and report baggage, cargo, passenger, and other counts to ensure accurate weight and balance calculations; • Responsible for ensuring ground handling operations are conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Ensure that baggage, cargo, or mail is not damaged or lost; • Responsible to ensure correct weight and balance and loading standards; • Use PPE as deemed necessary; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Delegated responsibilities from Manager as assigned.

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Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground handling operations; • Authority to report ramp and fueling ground support equipment deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials; • Make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground service equipment.

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1.2.20 Ramp Drivers

Purpose Ramp Drivers are responsible to transport employees or contractors on the airside who do not hold a valid airside driver’s permit.

Minimum qualifications and experience • High school diploma or higher; • Clean driving record; • Valid driver’s license; • Excellent communications skills including English proficiency; • Able to work shift work in a fast-paced environment.

Responsibilities • Transport any person who does not hold an airside drivers permit; • May be used to transport VIP passengers or deliver company material; • Ensure that vehicles are safe to drive; • Follow all airside driving procedures; • If required; obtain an airside driving permit from the airport authority; • Report any deficiencies, incidents, or accidents that involve Lao Airlines vehicles; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Delegated responsibilities from Manager as assigned.

Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground handling operations; • Authority to report safety infractions and unsafe working conditions to Company officials; • Make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground service equipment.

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1.2.21 GSE Operators

Purpose The purpose of the GSE Operator is to operate GSE on the ramp and in a safe efficient manner while maintaining the On-Time Performance of Lao Airlines.

Minimum qualifications and experience • Previous airline experience in ground operations; • High school diploma or higher; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Excellent communications skills including English proficiency; • Driver’s Licence with a clean driving record;

Responsibilities • Responsible for ensuring ground handling operations are conducted in accordance with applicable regulations and standards of Lao Airlines; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT of new hire employees and employee recurrent training; • Operate GSE on the ramp in a safe and efficient manner minimizing any delays to a flight; • Ensure any damaged or unserviceable GSE is reported to the GSE Maintenance Department and taken out of service; Do not use any equipment that is tagged unserviceable; • Abide by all airport airside driving laws and regulations; • Ensure driver’s license and if required Airside Drivers Permit remains valid; • Use PPE as deemed necessary; • Report any safety and security incidents and accidents; • Maintain training currency in all required training subjects; • Ensure that all baggage, cargo, and mail are not damaged or lost during transport; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Delegated responsibilities from Manager as assigned.

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Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground handling operations; • Authority to report ground support equipment deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials; • Make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground service equipment.

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1.2.22 Check-In & Gate Agents

Purpose The purpose of the Check-In & Gate Agent is to implement and manage the process of transferring passengers from checking in for the flight to boarding of the aircraft.

Minimum qualifications and experience • High school diploma or higher diploma; • Previous airline or customer service experience; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Excellent communications skills including English proficiency; • Excellent customer service skills; • Ability to use Microsoft Office and advanced computer skills.

Responsibilities • Responsible for ensuring passenger services are conducted in accordance with applicable regulations and standards of Lao Airlines; • Ensure that all airport activities are conducted in compliance to internal standards and national regulations; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist in OJT training of new hire employees and recurrent training; • Check-in passengers following set policies and procedures; verify identification, ask security and dangerous goods questions; • Deliver excellent customer service; • Ability to work independently or as a team in a high-pressure time sensitive position; • Verify that all correct policies in regards to passenger documentation, baggage, security, dangerous goods, and customer services are completed; • Report any safety and security incidents and accidents; • Maintain training currency in all required training subjects; • Ensure that all baggage and shipment are properly tagged and documented; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Delegated responsibilities from Manager as assigned.

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Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of passenger’s services; • Authority to report IT equipment deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials.

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1.2.23 Lost & Found Agent

Purpose The Lost & Found staff is responsible for overseeing the lost and found department to record and reconcile any lost items to the owner.

Responsibilities • Responsible for ensuring Lost & Found services are conducted in accordance with applicable regulations and standards of Lao Airlines; • Ensure that all airport activities are conducted in compliance to internal standards and national regulations; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Provide customer service for passengers that have lost luggage or items left on the aircraft or the airport; • Document all articles that are either found or lost; • Document and track damaged luggage and lost baggage; • Provide excellent customer service; • Verify that any article claimed by a passenger is verified with correct identification and all information is recorded in the logbook; • Delegated responsibilities from Manager as assigned.

Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of passenger’s services; • Authority to report any deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials.

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1.2.24 Load Controller

Purpose The purpose of the Load Controller (Loadmaster) is to verify that the correct weight and balance procedures are being followed and that the correct loading and unloading standards are being used.

Minimum qualifications and experience • High school diploma or higher; • DCA Weight & Balance License preferred; • Previous airline experience; ramp operations and/or load control; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast-paced environment; • Excellent communications skills including English proficiency; • Able to lift-up to 75 pounds; • Ability to obtain any required loading certifications.

Responsibilities • Conduct load control procedures in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Conduct load control procedures in accordance with applicable regulations and standards of Lao Airlines by using standards set out in Lao Airlines Manual Suite; • Ensure load planning is within correct calculations of weight and balance for each flight; Load Control staff must understand the unique requirements for each aircraft type; • Ensure loading of baggage into each hold compartment of each aircraft type, the load master must follow the standard instructions of weight content following the Load Control Manual and Ground Handling Manual; • Documentation, LIR, NOTOC, etc., are complete, signed, and distributed to affected departments; • Verify that the loading of the aircraft is correct and within limits of the aircraft type; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist management in supervising the operations staff (hiring, evaluation, counselling, and mentoring);

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• Ensure that weight and balance license remains current at all times; • Ensure that security control procedures are being maintained to prevent any unauthorized interference; • Perform other duties and responsibilities as required by the company.

Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of passenger’s services; • Authority to report any deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials.

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1.2.25 Station Training Assistant

Purpose The Station Training Assistant is responsible to ensure that all ground handling training is planned, organized, and delivered while working with the Training Department to ensure that all training is reviewed and updated as required to remain current and relevant.

Minimum qualifications and experience • High school diploma or higher; • Previous airline or training experience; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Excellent communications skills including English proficiency; • Ability to use Microsoft Office and advanced computer skills.

Responsibilities • Responsible to communicate with the Training Department in regards to all ground training; • Ensure all ground handling employees are current in training requirements; • Assist in the planning of new and recurrent training for ground employees; • Verify that all training is being retained (Tracking Sheet, Instructor Qualifications, Attendance Records, Evaluations, etc.); • Assist instructors in updating training material at a minimum of once per year or as required; • Assist in training plans and travel assistance; • Assist in scheduling the annual training review; • Conduct station training needs assessment and compiling results for management review; • Perform other duties and responsibilities as required by the company.

Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground training; • Authority to report any deficiencies and request for required training services; • Authority to report safety infractions and unsafe working conditions to Company officials.

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1.2.26 Human Resources Assistant

Purpose The Human Resources (HR) Assistant is required to communicate with the HR department on behalf of ground operations.

Minimum qualifications and experience • High school diploma or higher; • Previous airline or HR experience; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Excellent communications skills including English proficiency; • Ability to use Microsoft Office and advanced computer skills.

Responsibilities • Responsible to communicate HR ground related issues and concerns with the Lao HR Department; • Verify that ground employees have completed the HR process prior to beginning an operational duty (background check, licenses, training, etc.); • Liaise with Lao HR in regards to employee wellness and any concerns or issues brought forward by employees; • Maintain ground employee files; • Communicate with HR for new hire, resignation, promotion verification and record keeping; • Ensure that all operational employees have a valid criminal history background check; • Assist in ground handling employee new hire interviews; • Perform other duties and responsibilities as required by the company.

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1.2.27 IT Assistant

Purpose The IT Assistant is responsible to assist the Manager Ground Administration in relation to IT operations.

Minimum qualifications and experience • High school diploma or higher; • Previous IT experience; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Excellent communications skills including English proficiency; • Ability to use Microsoft Office and advanced computer skills.

Responsibilities • Verify that all activities are conducted in compliance to internal standards and regulations; • Assist in ensuring that all facilities and equipment are in a satisfactory operating condition; • Respond to concerns to the check-in system for example: computer, printer, and other communication tools; • Schedule IT Maintenance and ensure that ground electronic records are periodically backed-up; • Ensure IT maintenance records are being retained; • Perform other duties and responsibilities as required by the company.

Authority • Authority to make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground training; • Authority to report any deficiencies and request for required IT services; • Authority to report safety infractions and unsafe working conditions to Company officials.

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1.2.28 Station Manager (Domestic/International)

Purpose Responsible to provide management and oversight over airport operations in both domestic and international stations that includes but not limited to, operational safety, customer service, ticketing, check-in, boarding, security, baggage, ramp, etc.

Minimum qualifications and experience • 3-5 years of demonstrated airport/ramp experience within an airline related discipline and have a solid knowledge of passenger and ramp services; • Minimum of a College Diploma; • Relevant certifications in safety management/risk management and/or emergency response; • Practical background in the application of aviation regulations, safety standards and safe operating practices; • Proven management and leadership experience; • Ability to work both as part of a team and independently; • Strong decision making skills and able to work under tight deadlines and pressure; • Able to work shift work in a fast paced environment; • Strong customer service skills; • Excellent communications skills including English proficiency; • Ability to use Microsoft Office.

Responsibilities • Ensure airport operations are conducted in accordance with conditions and restrictions of the Air Carriers Certificate and applicable regulatory authority requirements, and in compliance with company standards and procedures; • Ensure that the Station Manager on Duty has a mobile phone 24 hours a day that is working and completely charged so as to be in constant contact and will be able to return any calls within 1 hour; • Investigate and report to senior management on any safety reports that are issued as per the SQS program; • Assist in updating of Lao Airlines manuals and training standards to meet IATA standards and national regulations; • Responsible for preparing the arrival and departure of Lao Airlines flights; • Coordinate and supervise all activities in regards to passenger services, ramp handling operations and aircraft movement;

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• Responsible to inform passengers about any flight delays, cancellations, or disruptions; • Respond to any airport security or emergency situation; • Responsible to respond to any customer complaints or concerns; • Coordinate any special passenger handling requirements; • Oversee the station handling of the VIP Lounge and GLP program; • Coordinate with responsible parties in regards to the threat/risk assessment of INAD Passengers; • Assist in ensuring all facilities and equipment are in a satisfactory operating condition; • Assist with OJT of new hire employees and employee recurrent training; • Handle station level customer service; • Responsible to oversee and manage the functional departments of;

o Check-in and ticketing; o Bag room and baggage handling; o Ramp operations; o Gate operations; o GSE operations on the ramp; o Catering. • Responsible to manage and oversee international stations Ground Handling Agents; • Delegated responsibilities, as assigned.

Authority • Authority to make decisions that affect the safety and/or security of ground handling operations; • Make decisions that ensure policy and procedural compliance and accountability for the safety and/or security of ground handling operations; • Authority to report ramp and fueling ground support equipment deficiencies and request for required maintenance services; • Authority to report safety infractions and unsafe working conditions to Company officials.

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1.3 Continuity of Management Oversight

Lao Airlines will always ensure that airport operations are properly overseen by qualified individuals. In the absence of key management individuals oversight will be delegated to their appropriate designees as follows:

In the absence of: Oversight will transfer to: Vice President Ground and Catering Vice President Ground & Catering - or - Director Ground Operations Deputy Director Ramp Operations Deputy Director Ramp Operations Deputy Director Passenger Services - or - Deputy Director Airport Administration & Marketing Deputy Director Passenger Services Deputy Director Airport Administration - or - & Marketing Director Ground Operations Deputy Director Passenger Services Deputy Director Ramp Operations Manager Ground Support Equipment Deputy Director Ramp Operations Manager Aircraft Loading Deputy Director Ramp Operations Manager Aircraft Cabin Hygiene Deputy Director Ramp Operations Manager Passenger Services Deputy Director Passenger Services Manager Contracts & Customer Deputy Director Airport Administration & Marketing Relations Manager Ground Administration Deputy Director Airport Administration & Marketing

All other positions will be delegated by the Manager/Senior Official who the position reports to.

When oversight of a functional area is being transferred to a designee, the manager designating the oversight will notify key management personnel within the organization including at a minimum:

• Vice President – Ground & Catering; • Director Ground Operations; • Manager - Operations Control Centre (OCC); • The Manager’s direct reports; • The Manager’s supervisor (as applicable); • Department Chiefs of any other key operational areas.

Typically this communication will be in writing (e-mail) and/or verbal and will include the beginning and ending time of that transfer.

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1.4 Communication System

Means of communication are applied to ensure an exchange of operationally relevant information to each staff for reasons of safety, security, quality and business efficiency improvement in Ground Operations.

Communication system in Ground Operations may include some means as follows:

• In hard copy:

o Complying with copy right and distribution policies of Lao Airlines or the publisher. Communication may be through Safety Bulletins, letters, memos, bulletins, publications. • In soft copy:

o Complying with copy right and distribution policies of Lao Airlines or the publisher. Communication may be through e-mail, Internet, phone, fax, Sitatex. • Others: o Memoranda, letters, bulletins, internal bulletins, professional books and newspaper. Refer to the SQM 8.3 for details of Safety Communication System. When a communication is distributed through an e-mail or other form of soft copy the message must have a tracking header description, when required a read and accept function, and the communication must be traceable to verify distribution.

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1.5 Contracted and Purchased Products and Services

1.5.1 Contracted Services At some stations it may be necessary for Lao Airlines to appoint a Ground Handling Agent to handle QV flights. This may be the case with airports where, for commercial or regulatory reasons, it is necessary to use the services of a Ground Handling Company. A legal contract called a Ground Handing Agreement is entered into between the airline and the ground handling agent. When entering into a new contract or renewing a contract, Lao Airlines uses the most current version of the lATA Standard Ground Handling Agreement (SGHA). Ground Handling Agreements list the services (activities, provision of equipment/personnel) contracted. Wherever possible, Lao Airlines ensures that Ground Handlers uses the airline DCS and not the Ground Handler's DCS to check-in. Lao Airlines will progressively sign Service Level Agreements (SLA) with Ground Handling companies to clearly outline the airline standards expected from the Ground Handler. This is essential so that the ground handling agent delivers the same service standards as the airline would. SLAs must also contain the minimum standards, usually Zero Tolerance related to the safety and/or security of ground operations. The Lao Airlines Station Manager appointed/positioned at stations where Lao Airlines has a Ground Handling Agent is responsible for the overall ground handling operations. The Station Manager will oversee and monitor on a continuous basis, the entire ground handling operations performed by the ground handling agent to ensure they are conducted in conformity with our policies and procedures, Service Level agreements (if any), as well as applicable regulatory requirements. Ground Handling Agents will be in possession of Lao Airlines’ Ground Handling Manual, either in its entirety or at a minimum of the sections that affect their service to the company and shall be provided revisions, as applicable, in a timely manner. In accordance with Section 13.2.1 of the SQS Manual and in coordination with the QSD, the Ground Operations is responsible to supervise and monitor the implementation of Lao Airlines’ Ground Operations programs on a continual basis to ensure compliance with requirements of the company and authority. The Ground Handling Agent shall be subject to audits by QSD through the corporate Quality & Safety Audit Program in Section 8.4 of the SQS Manual. The purpose of the audit is an evaluation of the management system of the provider to ensure that the provider is: • Complying with applicable regulations and standards; • Satisfying stated operational needs;

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• Identifying undesirable conditions and areas requiring improvement; • Identifying hazards to operations. Auditing will be performed by the Lao Airlines SQS Department who will use auditors that will utilize audit checklists in the areas of station management, station operations, ground handling activities, cargo operations, dangerous goods acceptance, and security operations. When a condition is found that is not within conformance the provider will be issued a Corrective Action Report that will be tracked and reviewed by the SQS Department. If the provider has their own quality assurance program in place the auditor may accept internal audit reports as a means of conformance. The Ground Handling Agent shall ensure that positions within the organization that affect safety or security of operations are filled by personnel on the basis of knowledge, skills, training and experience appropriate for the position. Compliance with this requirement shall be monitored through the Quality & Safety Audit Program mentioned above. The Ground Handling Agent shall ensure that positions within the organization that affect safety or security of operations are adhered to initial and recurrent training requirements in accordance with section 20 of this manual.

1.5.2 Purchased Products Lao Airlines ensures products purchased or otherwise acquired from an external vendor or supplier meet the product’s technical requirements specified by Lao Airlines before such products are used in Ground Operations. Refer to the Lao Airlines SQM 12.4 for further information.

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1.6 Safety Management System (SMS)

1.6.1 General SMS is an integrated collection of processes, procedures, and programs that ensures a formalized and proactive approach to system safety through risk management. Risk analysis is required for all activities or process changes to identify safety impacts. The SMS is a closed-loop system ensuring corrective actions or process changes are documented and all problems or issues are tracked to resolution. SMS processes are detailed in the Safety Management System Manual.

1.6.2 Hazard Identification and Reporting Refer to the Lao Airlines SQS Manual section 3 for further information.

1.6.3 Confidential Reporting Refer to the Lao Airlines SQS Manual - Confidential Reporting for further information.

1.6.4 Safety Risk Assessment and Mitigation Refer to Section 7.3 of the SQS Manual.

1.6.5 Safety Performance Refer to Section 8.1 of the SQS Manual.

1.6.6 Quality Assurance Refer to Section 8.4 of the SQS Manual.

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1.6.7 Safety Review Board Ground handling employees and managers will meet periodically to review ground handling performance in operations, and discuss significant issues that have been identified during audits, threats, provide feedback and instructions to all ground handling employees as part of the Safety Review Board meeting. Ground handling managers will exchange the results of the meeting and relevant information throughout ground handling operations that also ensures: • Senior management oversight of ground handling operations; and • Continual improvement of ground handling operations. Reference the Lao Airlines SQS for a description of the full SRB meeting agenda.

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1.7 Control of Records in Ground Operations

1.7.1 Control of Records In cooperation with the SQS manual: a. The Ground Operations Department shall have a records system that ensures the fulfillment of operational requirements is documented and retained, to include, but not limited to training and qualification requirements for airport operational personnel. Such system shall be in accordance with requirements of the LDCA, as applicable, and provide for the management and control of records to ensure: identification; legibility, maintenance; retrieval; protection and security; disposal. b. Airport operations does utilize an electronic system for the management of records, and provides for a scheduled generation of back-up files for records associated with airport operations. c. All records pertaining to certified Lao Airlines Weight and Balance personnel and handling agents at stations will be maintained by Ground Operations, VTE Headquarters. d. All W&B records will be identified by month/year on a label located on the outside of the binder for easy reference.

1.7.2 Time for Storing Of Airport Operations Records

1.7.2.1 Minimum Time of Storing 1. Station File, Station of origin - 3 Years. 2. Ground Safety Report (GSR), Station of origin and FSSO -2 Years. 3. Weight and Balance Records VTE Ground Office - 6 Months. 4. Ground Training Records- VTE - 24 Months. 5. Ground Training Records- Soft Electronic Copy - Lifetime. 6. Ground Handling Accident/Incident Documentation – 2 Years.

Note: Requirements of records and time of storing shown above are set minimums. Departments can establish different regulations on the principle that the minimum requirements are met.

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1.7.2.2 Regulatory Requirements Operational load control records must be retained in accordance with all applicable regulatory and Lao Airlines requirements and include Load Control documentation for each flight in accordance with LDCA regulations. The Load Control process must have an audit trail for each departure: a. Weight and Balance records must be retained for a period in accordance with applicable regulations or requirements of operating airline, but no less than a period of three months. b. Lao Airlines will identify specific loading positions within each aircraft type for the purpose of planning and positioning the load in an aircraft in the Ground Handling Manual. c. Lao Airlines specifies the requirements for presenting load information in load documents, reports and messages including any non-normal loads and weights. d. Forms used in the load control process are in compliance with Lao Airlines Operations Manual. e. All scales (Weight bridges) used for weight determination of load and clearance measuring systems must be calibrated or checked at intervals determined by the operating carrier or state and such calibration records shall be recorded and retained.

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Intentionally Left Blank

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2 Departure Handling ...... 2-1 2.1 Pre-Flight Preparation ...... 2-1 2.1.1 Station Manager ...... 2-1 2.1.2 Check-in Staff ...... 2-2 2.2 Check-in Counters ...... 2-2 2.3 Check-in Counter Allocation ...... 2-3 2.3.1 Opening Time ...... 2-3 2.3.2 Number of check-in counters ...... 2-3 2.3.3 Closing time ...... 2-3 2.4 Manual Check-in Procedures ...... 2-4 2.5 Check-in Time Requirements ...... 2-4 2.6 Ticket Verification ...... 2-5 2.6.1 General Principle ...... 2-5 2.6.2 Illegal Ticket Handling ...... 2-6 2.7 Checking of MCO ...... 2-7 2.8 Verification of Passport / Visa ...... 2-9 2.8.1 Check-in Agents Security Verification ...... 2-11 2.9 Allocation of Seats ...... 2-12 2.9.1 Seat Allocation ...... 2-12 2.9.2 Seat allocation errors to be avoided ...... 2-13 2.9.3 Special Seating Requirements ...... 2-13 2.9.4 Smoking Restrictions in Cabin ...... 2-13 2.9.5 Special Information to Cabin Crew ...... 2-14 2.9.6 C Class Passenger’s Seat Plan ...... 2-14 2.10 Through Check-in Procedures ...... 2-15 2.10.1 General Application Conditions ...... 2-15 2.10.2 Application procedures ...... 2-15 2.11 Lounge Services ...... 2-16 2.12 Boarding Procedures ...... 2-16 2.12.1 Precedence of Boarding ...... 2-16 2.12.2 Boarding Time ...... 2-16 2.12.3 Assistance for Boarding ...... 2-17 2.12.4 Ensuring Good Conditions for Boarding ...... 2-17 2.12.5 Use of Carry-on Measuring Unit ...... 2-17 2.12.6 Boarding during Fueling ...... 2-17 2.12.7 Originating Flights ...... 2-18 2.12.8 Discrepancies in Head Count...... 2-18 2.12.9 Head Count of Transit Passengers ...... 2-18 2.12.10 Last Minute Handling ...... 2-19 2.13 Close Out Procedures ...... 2-20 2.13.1 Checking of Flight Coupon ...... 2-20 2.13.2 Sending Messages ...... 2-20 2.14 Announcements ...... 2-20

2.14.1 Announcement for Check-in ...... 2-20 2.14.2 The Last Call for Flight Formality ...... 2-20 2.14.3 Announcement for Immigration ...... 2-20 2.14.4 Boarding Announcement ...... 2-21 2.14.5 Flight Services Announcement ...... 2-21 2.14.6 Boarding Announcement - Passengers Requiring Special Assistance . 2-21 2.14.7 Boarding Announcement for Passengers ...... 2-21 2.14.8 The last call for boarding ...... 2-22 2.14.9 Boarding announcement for C class passenger ...... 2-22 2.14.10 Passenger Information Announcement ...... 2-22 2.14.11 Delayed Flight Announcement ...... 2-22 2.14.12 Cancelled Flight Announcement ...... 2-22 2.14.13 Seats Occupied Message (SOM) ...... 2-23 2.14.14 Passenger Service Message (PSM) ...... 2-24 2.14.15 Passenger Information List (PIL) ...... 2-25 2.14.16 Teletype Passenger Manual (TPM) ...... 2-26 2.14.17 Passenger Transfer Manifest (PTM) ...... 2-27 2.14.18 Passenger Final Sales (PFS) Message ...... 2-28 2.14.19 Frequent Traveler List Message (FTL) ...... 2-29 2.14.20 Seat Available List Message (SAL) ...... 2-29

2 Departure Handling

2.1 Pre-Flight Preparation

2.1.1 Station Manager The Station Manager is responsible for: • At least 24 hours before ETD, check the passenger manifest information, including the number and category of passengers, SSR information, booking request information, transit and transfer passenger information.

NOTE: This is performed using the PNL/ADL, SPM message and Gabriel system.

• Order catering based upon flight PNL and SSR information. Adjust the number of meals as appropriate if changes have occurred since the original order. • Prepare services for each category of passenger (VIP/CIP and other special passenger, etc.) • Brief Check-in Staff and oversee preparation of check-in counters; • Prepare supplementary tickets, FIM, MCO; • Prepare compensation forms: DBC, Change Of Class, Apology Form; • Prepare invitation cards for business class; and • Prepare ‘Station Manager’ stamp.

2.1.2 Check-in Staff Check-in Staff are responsible for: • Checking equipment, including boarding pass printer, baggage tags (if any), etc;

NOTE: If there are any technical issues a technician should be advised immediately to correct the issue.

Prepare boarding passes, baggage tags, transit and other stickers (if necessary), special information form for cabin crew etc.

NOTE: In case manual handling is required and to reduce delays the check-in staff should make note of advance flight information to prepare passenger boarding passes, seat numbers, etc.

• Prepare excess baggage tariff (unless other regulation is specified); • Prepare CHM application forms and publications; • Prepare invitation cards for business members (these are provided in advance by the Station Manager); • Prepare CHM application forms and publications.

2.2 Check-in Counters Guest perception of our ground services originates at the check-in point and it is therefore essential to achieve the high standards to maintain our image. • At all times, counters should be clean and neat including areas under the check-in counter. • All accessories required for check-in should be available. Manual stationary such as tags should be neatly stacked. • Station must also ensure that there are a sufficient number of Posters, tent cards, and/or placards related to Dangerous Goods Prohibited for carriage and articles not permitted in cabin baggage. Notification must be properly posted at the check-in counters and prominently displayed so that guests can view them. • Check-in counters should be designated using barriers and an easily identifiable line should be designated for Business Class passengers. If available flowers and signs should be used to create a warm welcome to passengers. • Off-site check-in procedures include: Currently only in Luang Prabuang, Muang Thong Hotel, are passengers allowed to check-in for a flight at the hotel. When a passenger is checked in at the hotel their baggage is delivered to the airport under the permission of the passenger by the hotel. The passenger is responsible to claim their bag at the airport prior to check-in and check their bags, verifying the contents of the bag, followed by checking in their own bags for weight and security procedures.

o Check-in agents at the hotel must have Dangerous Goods Prohibited notification promptly displayed and agents must ask the appropriate security and dangerous goods questions to the passenger prior to acceptance of any baggage.

2.3 Check-in Counter Allocation

2.3.1 Opening Time • International flight: counters are opened at 2h 30 before STD. • Domestic flight: counters are opened at 2h 30 before STD.

2.3.2 Number of check-in counters • Check-in counter allocation for each flight at the airport will be based on the content of the Ground Handling Agreement between Lao Airlines and its counterpart at each station. • These counters include:

o C class/VIP o Y class passengers • The number of check-in counters is based on the number of passengers having seats reserved on a flight as per the following:

o Check-in counter for C/VIP: 25 passengers per counter o Check-in counter for Economy Class: 35 passengers per counter o To lessen pressure of the passengers at peak times, it is necessary for the Station Manager to ask the ground handling company at the airport to open any additional counters to assist in serving the passengers.

2.3.3 Closing time • International flight: counters are closed 60 minutes before STD • Domestic flight: counters are closed at 30 minutes before STD • In the event flights cannot be closed out in accordance with the times stated above, the Station Manager at the airport shall estimate the additional time necessary to close the flights and report the revised schedule to Head Quarters for approval.

Remark In case of a delayed flight, it may be possible to postpone the timing of check-in or to reopen the check- in counters based on the new PETD.

2.4 Manual Check-in Procedures If it is required to perform manual check-in procedures the Station Manager will hand out and administer the Manual Check-In Procedures form. During the manual check-in process at a minimum the check-in agent should: • Note the serial number of the passengers name on the Passenger Manifest. • Note the serial number of the passenger on the boarding pass. • Note the serial number of the passenger on the passenger’s baggage label. • Note the serial number of the passenger on the passenger’s ticket coupon. • Record the weight and the number of bags of the passenger on the Passenger Manifest.

2.5 Check-in Time Requirements To provide an efficient check-in process, the following timing should be observed:

C Class Passenger Y Class Passenger

Queue time 03 minutes 08 minutes

Processing Time 02 minutes 02 minutes

Total check-in Time 05 minutes 10 minutes

Remark: The above timing should be observed for all LAO AIRLINES’s stations.

2.6 Ticket Verification

2.6.1 General Principle To ensure a passenger holds a legal document, the following procedures shall be applied at the check-in counter: • There must be no sign of forgery or erasure or any additional manual information added to the ticket (in case of automatic ticketing) and no apparent notation use that is contrary to current regulations of Lao Airlines. Ticket will not be accepted when the above irregular signs are found. • When information is printed on a manual ticket the writing must be clearly printed in capital letters. • Tickets must be used in sequence (unless other regulation is specified). • Ticket must have valid date. • Each passenger must have their own ticket. The name of the passenger on his ticket must correspond to the name in his passport, identity card and reservation system. In all cases, Lao Airlines will not accept to carry a passenger whose name does not correspond to the name on their passport, identity card and reservation system. • Check the validity of the ticket. Only a valid ticket is eligible for check-in. It is possible to identify the ticket’s validity and restrictions indicated in the box, such as: “Date and place of issue”, “not valid before”, “not valid after”, “fare basis”. • Ticket validity usually corresponds to the time data indicated in fare basis, such as: YEE6M within 6 month validity, YEE45 within 45 day validity, YIT10 within 10 day validity. • LAO AIRLINES 627 tickets have a tour code, it is possible to check-information on the Gabriel system. XX is the code in the issuing market to identify the validity of the ticket and additional charges. • Check whether or not information in the following boxes conforms to information in the reservation system, international practices and Lao Airlines regulations: endorsement/restriction, carrier, flight, class, date, time, status, and fare basis, allow. • The followings are considered as common errors:

o The grade on the ticket does not correspond to the grade in the reservation system.

o Ticket with OK status but the name of the passenger is not found on the passenger manifest.

o Passenger does not follow the restrictions indicated in his ticket’s endorsement such as stopover not allowed, non-rebooked ticket, and flight number restricted ticket. • Interline ticket:

o Only accept tickets from other carriers which Lao Airlines has agreements with for acceptance.

o Do not accept tickets, such as ID, AD, FFP reward tickets unless an agreement between Lao Airlines and its counterpart in place.

2.6.2 Illegal Ticket Handling The Check-in Staff should request the passenger to meet with the Lao Airlines Station Manager to find a solution if his ticket is considered to be illegal (as specified in the above section). The Lao Airlines Station Manager should apply the following: • Check whether or not the ticket belongs to any missing tickets. • Check information on the passenger’s ticket, and applicable handling procedure and expense. • The following departments should be informed of a potential illegal ticket:

o The original issuing office o The local Lao Airlines Regional Office will be informed o Passenger Marketing Department (HDQZZLAO AIRLINES, VTERRLAO AIRLINES, VTEKKLAO AIRLINES, etc) • Illegal ticket resolution:

o In case the grade of the seat on a passenger’s ticket does not correspond to the grade of seat on the reservation system, LAO AIRLINES’s current policies will apply; refund or compensation or upgrading/downgrading as applicable.

o If a passenger’s ticket or PNR indicates an OK status, however, his seat is not found on the reservation system, Lao Airlines current policy for a passenger with OK NO-NAME/NO-RECORD will be applied.

o In case of a forged ticket the current policy on illegal ticket handling will apply.

o A Ticket without a stamp is considered an illegal ticket and will not be accepted.

o A ticket with the incorrect name will not be accepted. • The Passenger Marketing Department is responsible for setting the policies and issuing documents in relation to identifying and investigating illegal document issuance. In case there is no specified regulation or guideline from the Marketing Department a Lao Airlines representative will apply one of the following solutions;

o Request passenger to buy a new ticket and arrange a flight for the passenger. Advise the passenger that he can contact the original issuing ticket office to file a complaint.

o Refusal of carriage: request the passenger to contact the Lao Airlines office to solve his complaint. Agent should document all steps that have been taken to this point for further investigation.

o Accept to carry the passenger with an additional charge in cases of a changed ticket, validity extension, upgraded service, etc. Request the passenger to contact the nearest Lao Airlines representative office to settle his complaint.

o Accept to carry without any additional charge, in case there is a connecting flight the agent should inform the downline station of the situation and all actions taken to this point.

• Set up file: Check-in Staff/ Lao Airlines Station Manager set up a file and send it to the Marketing Department to document the situation for investigation and future reference. The file should include:

o Summary of the offence report. o Copy of tickets, evidence and messages concerned. o Measures and steps that have been taken at the airport.

2.7 Checking of MCO To ensure the Miscellaneous Charge Order (MCO) is a legal document, staff will check the following contents: • The exchange coupon of the MCO must be accepted in order. • The specified MCO is an MCO issued for a specified transport service, indicating:

o Carrier, o Name of passenger, o Specified services in certain flight and sectors, o The grade of seat, o The amount of money paid for such services. o Each exchange coupon of a MCO is referred to as a specified service. o Specified MCO is only accepted by the carrier where the name is indicated in the box “to.....At” or indorsed at the “Endorsement” box.

o MCO is used for the purpose indicated in the box “Type of service for which issued”.

o In case the MCO is accepted, if the amount of money indicated in MCO is not enough as required, the carrier who accepted the MCO may ask the passenger to pay an additional charge. In case of an over payment, the carrier will refund the difference to the original issuing MCO carrier. • Unspecified MCO is for transport services not included above, such as: MCO issuing for ticket refund or other certain unspecified air services. In the box “Type of service for which issued” should indicate, “Good for Further Transportation” or “Good for Excess Baggage”. • The carrier only accepts unspecified MCOs that are indicated in the MCO box “To…At” or Endorsed under a specified regulation. • Do not accept MCO in which the value exceeds 750 USD (or equivalent to the rate of LAK at that time).

• Check the value in the box “residual value” of the unspecified MCO when accepting;

o For unused coupons, indicate “VOID” in the remaining coupons and insert them with the current coupon.

o If the amount of money in the current service has to use the last exchange coupon and when the amount is less than the residual value, indicate the amount in the box “Coupon value”. The issuing of the new MCO will be based on the value of the last Exchange Coupon. The original Exchange Coupon indicates the amount of money for services, the following Exchange Coupons indicate the residual value left over after services, and in cases of using other evidence when providing services, the amount of money in the new MCO is the residual value left over.

Remarks: • Do not accept any kind of MCO (in spite of one or more MCO submitted at a time) if the value exceeds 5,000 USD (or the value equivalent to the rate of LAK at that time) without the authorization of the issuing MCO carrier. The copy of this authorized letter must be inserted together with the Exchange Coupon. • If there is a difference between the amount of money indicated in “amount in letter” and “amount in figures”, the sum in “amount in letter “ will be applied. • Carefully check the amount of money indicated in Exchange Coupons and refuse MCO in which the value exceeds the amount indicated in “Amount in letter”. • Do not accept forged MCOs. • Unused Exchange Coupons must be attached with the passenger’s coupon. • Transfer, change MCO: only applies to a carrier not for an agent. • In case of reissuing a MCO, restricted conditions on the previous MCO have to transfer to the new MCO. The previous Exchange Coupon is to be crossed out by a diagonal line and writing “Exchange” across the replaced Exchanged Coupon. • In case all the unused Exchange Coupons are being replaced, the passenger coupon of the previous MCO must be attached with the new MCO’s passenger coupon. • When transferring an Exchange Coupon, conditions and regulations indicated in the coupon must be followed.

2.8 Verification of Passport / Visa To protect the passenger’s security and minimize the cost and expenses to the carrier for having transported passengers holding improper travel documents, the Lao Airlines Station Manager and Check-in Staff should pay special attention to the following guidelines: • Common characteristic of improper travel documents:

o Invalid travel document: the document is not accepted by a certain country, for example: Islamic countries do not accept Israel passports.

o Incomplete travel document: the document is not accompanied with the necessary supplementary documents, for example: Seaman Book without Letter of guarantee of shipping company.

o Forged travel document: a passport with a page or photograph substituted or with altered text.

o Counterfeit travel document: an improper document made to imitate a genuine document.

o Spurious travel document: a passport issued from a non‐existence or fictitious country.

o Imposter travel document: the use of a document belonging to someone else, perhaps of similar appearance. • Indicators to consider when checking passenger’s travel document:

o Indicators on ticket and itinerary: passenger holding a one way ticket with illogical itinerary, no checked baggage or carrying suitcases that appear brand new.

o Indicators on travel document: passenger uses conflicting currency or documents and is unable to provide other documents to corroborate the named nationality stated in his passport.

o Indicators on psychology and language: Passenger is unusually nervous, present at check-in counter at the last minute and does not speak the language of his claimed country of citizenship.

o Indicators on geographic locations: Passenger comes from an economically depressed area or developing country. • Points to consider when checking a passport

o Date of issue and validity, name of issuing passport country. o The quality of the passport. o The photograph in the passport (has the photograph been substituted in the passport?)

o Information page (has information been altered). o Does there seem to be any alteration to the blank pages in the passport?

• Points to consider when checking a visa:

o Is the visa still valid? o Is the visa stamped? o Has the visa been used already? o Are there any signs of attempts of forgery in the visa? • Common characteristics of an altered genuine passport:

o The cover is creased suggesting that it might have been folded back during alternation.

o The stitching holes are enlarged, dirty, or uneven. o There are extra stitching holes. o The stitching is loose or irregular. o The security printing (advantage seal) under a laminate is damaged. o Typewriter/handwriting style or color of ink differs from entry to entry on the biographical page.

o There is evidence of overwriting o Paper fiber has been disturbed, suggesting the use of mechanical erasure or scraping to remove a portion of the original entry.

o Paper is discolored, suggesting that the use of mechanical method to erase or disguise letters. • Common characteristics of a substituted page in a passport:

o Does not have the printed or perforated numbers like other pages. o Differs from other pages in sizes, design, makings, background, watermark or numbers.

o Has not been numbered or is numbered out of sequence. • Characteristics to look for when examining a passport photograph:

o Ensure the laminate is the correct size and type. o Ensure the laminate does not have a non-standard cut near the spine, or around the photo.

o Ensure the security printing (advantage seat) under a laminate is not damaged

o Ensure the dry seal impression and/or ink stamp on the photograph and page is regular, continuous, and even.

o Ensure the ink type and color of a wet stamp is consistent on photograph and the passport page.

o Ensure the photograph or laminate is not discolored and wrinkled.

2.8.1 Check-in Agents Security Verification During the check-in process for either domestic or international flights, agents shall be aware that certain security and dangerous goods questions must be asked during the acceptance of a passenger during check-in. As part of the check-in process agents should ask the following questions: • Are these your bags? • Did you pack your luggage yourself? • Did anyone ask you to carry anything for you? • Has your bag been in your possession all of the time? • Do you have any prohibited or restricted items in your baggage? (may use the prohibited sign to help identify items) • Do you have any dangerous goods in your bags, extra batteries, E-Vap, (use the DG placard as a reference) If the answer is "No" to any of the questions the agent may consider the passenger clear and proceed with the check-in process. If the passenger answers "yes" to any of the questions the agent must stop the check-in process until the situation can be rectified. • Ask the passenger to remove the item from their bag so that you can verify the item. • Determine if it is a prohibited or restricted item, if unsure refer to the DGM, LSP and/or ask a Supervisor to assist. • If ever in doubt ask to passenger to remove the item from their bag. • If the item is prohibited or restricted inform the passenger that they will not be able to travel with the item and they can either dispose of the item or call someone to retrieve the item. • Ask the passengers if they have any other items, if the answer is "no" proceed with the check-in process.

NOTE: Even though the passenger may say "No" it is the responsibility of the check-in agent to look for any signs or hidden indicators that the baggage may contain DG, prohibited, or restricted items.

2.9 Allocation of Seats

2.9.1 Seat Allocation The following policies should be adhered to when allocating a seat; • Seating allocation will be assigned to ensure correct weight and balance of the aircraft. • Standby C class passengers, other priorities, passengers who have requested seats at time of booking should be pre-seated. The best choice should be offered to the passengers according to their preferences. Do not allocate these seats to others until 15 minutes before closeout of the flight and other seating positions are occupied. • The seats of couples, families and small sized groups or parties travelling together should be allocated in the same zone. • When a flight has transit passengers the downline station will need to be notified of any seat requests by the transit passenger. • Transit passengers should be seated in a seat that would allow them minimal time to disembark the aircraft and reduce the chance of them missing their connection. • Allocate the seats of unaccompanied minors (UMs) in the same zone, creating favorable conditions for cabin crew to serve and take care of them. • Allocate the seating of passengers travelling with an infant so that there are enough oxygen masks for the parent and the infant. • If a seat is available, ask the passenger for his preference at the check-in counter and assign a seat that does not have a restriction on the seat. • Tactfully explain the reason to the passenger in a courteous manner when his request is not met. The best alternative option should be offered to the passenger. • In case of failing to allocate the passengers preferred seat for interline passengers, a tactful explanation must be given to the passenger and the down line station must be informed to try to fulfill the passengers seating request. • Allocate uncomfortable seats last (the seat needs to be repaired) as these should only be for passengers who are Lao Airlines staff. A tactful explanation should be given in advance by the Check-in Staff when allocating these seats to revenue passengers in case of a seat capacity restriction.

2.9.2 Seat allocation errors to be avoided • Do not allocate seats, which are protected for transit or through check-in passengers. • Passenger travelling with an escort person (prisoner, violent passenger) should be seated at the rear of the aircraft. His seat must not be adjacent to any other passenger’s seat or in emergency rows. • Avoid allocating uncomfortable seats to long haul passengers. • Do not allocate Emergency Exit row’s seat to:

o Invalid, sick or infirm passengers o Passengers travelling with children, infant o Unaccompanied Minor (UMs) o Passengers under 15 years old o Obese passengers o Pregnant women o Elderly or frail passengers

2.9.3 Special Seating Requirements • VIP/FFP passenger seat allocation: the best alternative option should be offered to the passengers at their request and should not allocate uncomfortable seats to them regardless of the fact that they have not requested any specific seats. • Queen’s Messenger and Courier normally pay for an extra seat to accommodate their diplomatic mailbags, when this is arranged, block off adjacent seat for the Queen’s Messenger and his diplomatic mail. In all cases use bulkhead seats for the Queen’s Messenger or Courier and his diplomatic mailbags. • The seat of invalid, sick and infirmed passengers should be allocated by the aisle that is closest to the lavatory of the aircraft to create favorable conditions for their movement.

2.9.4 Smoking Restrictions in Cabin Smoking is prohibited in all Lao Airlines flights. At the check-in counter, Check-in Staff should inform and explain to passengers about smoking regulations when requested.

2.9.5 Special Information to Cabin Crew • Special information form (to Cabin Crew) is completed after closing out the flight, containing passenger seating positions and other special information requiring the attention of cabin crew on board. • Special information form may be printed from the DCS system through PIL and PSM messages or use the standard format (sample in the appendix). • The following information must be indicated on the Special information form: the manifest of both C and Y Class passengers who have requested special services (SSR), flight number, date, 3 letter arrival airport codes, other information, such as: VIP/CIP, invalid, sick or infirm, deportee passengers, UM . • Special information form is given to the cabin crew after completing the above content. • Routes containing multiple sectors (having transit stop or intermediate stations), the special information form is only applied for that sector. Cabin Crew has the responsibility to transfer the form to the Lao Airlines Station Manager at each intermediate station to update the information to the new form. The old and new form will be given back to the cabin crew of the following sector up until the final destination.

2.9.6 C Class Passenger’s Seat Plan • The seat plan of C Class passengers is made after closing out the flight, it indicates the name and seat number of C Class passengers, informing Cabin Crew to welcome and prepare onboard services. • A seat plan may be printed from the DCS system through PIL message or using the standard format. The seat plan is printed according to the configuration of each aircraft type. • If the route contains additional sectors (having transit stop or intermediate stations), the seat plan is only applied to that certain sector. Cabin Crew have the responsibility to transfer the seat plan to the Lao Airlines Station Manager at each intermediate station to update the information to the new one. The old and new seat plan will be given back to the Cabin Crew of the following sector up until the final destination.

2.10 Through Check-in Procedures The following check‐in procedures should be applied for flights with connecting passengers:

2.10.1 General Application Conditions • Passenger owns “OK” ticket that is confirmed with the itinerary. • Passenger has legal and required documents for his/her final destination. • Connection time is enough at the connecting station and on the same day or on the following day within a 24 hour period. • Arrival and departure station of the connecting flight must be at the same station. • Excess baggage fees have been paid by the passengers for the entire itinerary. The following passengers are not allowed to check-in: • Passenger booked EXTRA seat (COUR, EXST, CBBG for example: musical instrument, pets) jump seat, standby/waiting list, NOREC, URES passengers.

2.10.2 Application procedures At departure station: • Check the booking status for the entire flight to identify the possibility of a connecting flight. Send a seat request message to the connecting station. • Allocate a seat for the passenger on the second leg of the journey based on the passenger’s request. • Check-in: Check-in passenger and baggage to the final destination that is indicated on the Passenger’s ticket: split 02 coupons of the 02 sectors and issue 02 boarding passes for the passenger. Keep the flight coupon of the first sector, insert the second coupon to the second boarding pass and give stubs to the passenger. Remind passenger about the connecting flight information. Attach interline baggage tag to the passenger’s final destination. • Station Manager has the responsibility to send a seat request message to the connecting station to block a seat for the passenger.

NOTE: If passenger’s itinerary has additional connecting stations, the passenger is only checked-in for the first connecting station of the itinerary; however, his baggage is possibly checked to the final destination.

At connecting station: • Reserve seat for passenger’s connecting flight. • Check passengers boarding pass for his following sector, keep the second flight coupon of the following sector at transfer desk/boarding gate.

2.11 Lounge Services The Check-in staff should instruct passengers to complete customs and immigration procedures before entering the lounge. A sign board showing the area and gate for boarding should be clearly indicated in the Lounge and an efficient broadcast system should be utilised to announce boarding of a flight. C class passengers/VIP members are invited to the C/VIP lounge, prior to the passenger entering the Lounge the Check-in Staff should collect the invitation card with the signature of the Lao Airlines Station Manager. On behalf of Lao Airlines at the station, the Station Manager signs the contract with the airport authority to provide C/VIP Lounge services and has the responsibility to supervise the quality according to the contents of the contract. When necessary the Station Manager should present any proposals or amendments to the Lounge to the Lao Airlines Marketing and Financial Department.

2.12 Boarding Procedures

2.12.1 Precedence of Boarding The following procedures will be applied in order of precedence: • Infirmed, disabled, elderly passengers, passenger travelling with infants and pregnancies. • Y class passengers • VIP/CIP having seat in Y Class • C Class passenger

NOTE: The above procedure is applied when information about such kind of passengers are identified through passenger’s special service request (SSR)

2.12.2 Boarding Time As a general policy, announcements for boarding commences at least 30 minutes before STD for both international and domestic flights. The actual time of boarding may vary from station to station, depending on certain terminal structures and aircraft types. If a station has complicated or longer than usual walk times an earlier boarding time could be broadcasted. The boarding time may be delayed when one of the following sections informs they are not ready for boarding: Cabin Crew, Cabin Cleaning, Catering, Engineering, Refuelling, and Ground Handling. Except for technical reasons, the Station Manager should immediately contact the section concerned to keep updated on information to assist in minimizing any delays.

2.12.3 Assistance for Boarding Priority of boarding: • Unaccompanied Minors that are being escorted by ground staff and being handed over to cabin crew. • Invalid and elderly passengers who are also being escorted by ground staff and assisted by crew for seating.

o It is necessary to identify these passengers in advance of boarding and offer any assistance that may be required during boarding.

2.12.4 Ensuring Good Conditions for Boarding Before boarding, ground staff should thoroughly check equipment and facilities located in the departure lounge up to the cabin of the aircraft such as: • Passenger steps, air bridges, paths to ensure there are no obstacles or danger, light is sufficient through-out the boarding process to help identify any tripping hazards. • In case of boarding by hard stand, umbrellas, raincoats, passenger steps with a canopy should be ready and prepared to serve passengers. Clear indication of boarding pathways to aircraft should be clearly indicated from the terminal building to the aircraft door highlighting the safest route available. • Lao Airlines personnel should be made available to help direct passengers to the aircraft and to verify that no passengers wander on the ramp, impede on loading and servicing of the aircraft, or board on to the wrong aircraft.

2.12.5 Use of Carry-on Measuring Unit Each departure gate should have a carry-on baggage measuring unit in position at the departure lounge and available for use prior and during boarding. The measuring unit is to confirm the size of the passenger’s carry-on baggage based on maximum allowable dimensions and acceptability for carry-on baggage to fit into the overhead storage units on the aircraft. The ATR aircraft have very limited space available for large sizes of carry-on baggage, and as such many carry-on bags may have to be gate checked and carried in the aircrafts bulk cargo hold. Refer to gate checking procedures for more information.

2.12.6 Boarding during Fueling Refer to section 10 of this manual.

2.12.7 Originating Flights • Ground staff carries out the head count of boarding passengers. Head count is conducted by means of counting boarding pass tabs or checking the computer at the boarding gate. • Check the head count figure with the number of check-in passengers in the manifest. In case of no discrepancies, inform Cabin Crew to close the door of aircraft for departure. • A head count may be carried out at any time the Captain considers it necessary, even if the first head count agrees with that number in the manifest. In such cases, any delay arising from the head count is considered a delay due to security reasons.

2.12.8 Discrepancies in Head Count When a discrepancy occurs, ground staff shall immediately inform the Station Manager at the airport and try to identify “missing” passenger/s and check the computer system for passengers checked in but not accounted for during boarding. In case of discrepancies, the Station Manager shall request cabin crew to carry out a head count on board the aircraft. Before carrying out the head count, Cabin Crew shall inform passengers to return to their seats, and ensure lavatories are not occupied. Station Manager should refer the case to the Captain for a decision whether to check and offload the baggage (if any) of the missing passengers. In case of offloading the baggage of a missing passenger, the Station Manager must immediately inform the Baggage Handling Section to make the necessary adjustments on the Load Distribution Sheet, the missing passenger’s name must be deleted from the Passenger Manifest by ground staff. After the flight departure, a search should be carried out to find out the reasons of the discrepancy; the Station Manager has the responsibility to inform stations concerned about the discrepancy.

2.12.9 Head Count of Transit Passengers • Head count of transit passengers may be taken by counting of boarding pass, transit pass or computer verification at the boarding gate. • The number of disembarking transit passengers should be enumerated through checking the “transit card” of the flight. • The number of transit passengers remaining on board is counted by cabin crew of the flight. • The total number of disembarking transit passengers and the number of passengers remaining onboard must agree with the transit figure indicated in the passenger manifest of the flight.

2.12.10 Last Minute Handling

2.12.10.1 Handling Procedures Handling before closing out: when there is advanced notice about the flight, such as: no show and misconnecting passengers known in advance of departure, and if seats are available, standby passengers will be checked-in if present at the check-in counter. Last minute handling: in case of no advance notice about the flight (capacity restriction), standby passengers will only be checked-in if seats are available. The check-in time for standby passengers is not more than 10 minutes from closing out. The handling of standby passengers is based on the method “first come, first served”. Based on the number of passengers on the manifest and waiting list, the Station Manager should order supplementary meals for the flight.

2.12.10.2 Handling Procedure for Late Check-in Passenger If a seat is not available, explain the situation to the late check-in passenger and transfer this passenger to another flight. If a seat is available the Station Manager shall ensure no delay of the flight when accepting these passengers. In such case, the Station Manager immediately informs the sections concerned (Load Control, catering sections, etc.) to adjust necessary plans and documents. If a late check-in passenger arrives at the check-in counter while standby passengers are being checked: the standby passenger will be accepted if his flight coupon is already collected, explanation must be given to the late check-in passenger in such case, otherwise, the late check-in passenger will be given priority and accepted while the standby passenger will be transferred to other flight.

2.12.10.3 Last Minute Change (LMC) When there is a LMC the ground agent shall immediately inform any concerned department to adjust any documents, ie. Load Control, Passengers Services, Catering.

2.13 Close Out Procedures Supervisors or ground staff shall have a control process to ensure that un‐issued boarding passes and baggage tags are secured from unauthorized use.

2.13.1 Checking of Flight Coupon Ground staff rechecks flight coupons and hands them over to the Station Manager at the station. Station Manager has the responsibility to check these flight coupons and send them to the Finance Department for consolidation. In case there is a discrepancy a report shall be written for review.

2.13.2 Sending Messages Ground staff sends messages to departments concerned (standard format), messages include: PSM, SOM, PTM, TPM. Station Manager sends the PFS and FTL messages. (See standard format in the next section).

2.14 Announcements

2.14.1 Announcement for Check-in “Your Attention Please!” “Would passengers on Lao Airlines flight QV___ departing for ___ please proceed to the check-in counter.” “Thank you.” (Announce 2-3 times)

2.14.2 The Last Call for Flight Formality “Your Attention Please!” “Would passengers on Lao Airlines flight QV___ departing for ___ please proceed to the check-in counter. The counters will be closed in few minutes.” “Thank you.” (Announce 2-3 times)

2.14.3 Announcement for Immigration “Your Attention Please!” “Would passengers on Lao Airlines flight QV___ departing for ___ please proceed to the Immigration counter.” “Thank you.” (Announce 2-3 times)

2.14.4 Boarding Announcement “Your Attention Please!” “For security and safety reasons, would passengers on Lao Airlines flight QV ___ departing for ___ please have your passport with picture page and boarding pass ready.” “We would like to remind you that mobile phones, pagers, FM receivers and portable electronic equipment must be switched off before boarding.” “Thank you.”

2.14.5 Flight Services Announcement “Your Attention Please!” “Lao Airlines is pleased to inform you that snack and soft drink services will be served for passengers on flight QV______. Please have your passport with picture page or identification card and boarding pass ready” “We would like to remind you that mobile phones, pagers, FM receivers and portable electronic equipment must be switched off before boarding.” “Thank you.”

2.14.6 Boarding Announcement - Passengers Requiring Special Assistance “Your Attention Please!” “Lao Airlines flight QV ___ departing for ___ is ready to board. We would like to invite passengers requiring special assistance, passengers travelling with children, pregnant women and elderly to board first.” “Please proceed to gate number ____.” “Thank you.”

2.14.7 Boarding Announcement for Passengers “Your Attention Please!” “Lao Airlines flight QV ___ departing for ___ is ready to board. We would like to invite passengers holding seat numbers in rows ____ to board first: • 1-10 (MA/ATR) • 14-30 (A320 NB223/224) • 14-26 (A320 NB188/199) “For all other rows please wait for further announcements.” “Busines class and Champa Gold Members please board at any time.” “Thank you and enjoy your flight.”

2.14.8 The last call for boarding “Your Attention Please!” “This is the final call for Lao Airlines’ passengers on flight QV ___ departing to ___ all remaining passengers please proceed immediately to gate number ___ for boarding.” “Thank you.”

2.14.9 Boarding announcement for C class passenger “Your Attention Please!” “Lao Airlines flight QV ___ departing to ___ is now ready for boarding at gate number ___. For boarding convenience, we would like to invite passengers from Business Class or Champa Gold Members to board at any time.” “Thank you and enjoy your flight.”

2.14.10 Passenger Information Announcement “Your Attention Please” “Would Mr/Mrs______, passenger of Lao Airlines flight QV____ departing for ______, please contact Lao Airlines staff at the check in counter.” “Thank you.”

2.14.11 Delayed Flight Announcement “Your Attention Please” “Lao Airlines flight QV_____ departing for ______will be delayed due to ______. The estimated departure time will be ____. We apologize for an inconvenience caused by this delay.” “Thank you.”

2.14.12 Cancelled Flight Announcement “Your Attention Please!” “Lao Airlines would like to inform you that flight QV_____ departing for ______is cancelled due to ______. Please collect your baggage at the check-in counter. We apologize for any inconvenience caused by this cancellation. To passengers who have a connecting flight please contact an airline staff member.” “Thank you”

2.14.13 Seats Occupied Message (SOM) A SOM informs intermediate stations on the itinerary about reserved seats on the flight. A SOM may contain the following information: • Specified number: 4C 5D 6C • Indicated row number: 16 ABCDE • All occupied row: 16 ROW • Occupied rest seat: REST • Non occupied seat: NIL If seats are empty, using subtitle “PROTEX” and entering such seats number on the message. Example:

2.14.14 Passenger Service Message (PSM) PSM informs down line stations about passenger’s special assistant requests. PSM contains the following: • Flight number, date, original airport. • Intermediate stations on the itinerary (commence with: sign) for example: SYD. • Passengers’ name with special assistant request corresponding to their intermediate stations. Example: Single Destination

Multiple Destinations

2.14.15 Passenger Information List (PIL) PIL informs Cabin Crew of the necessary information about passenger’s onboard or reserved seats. This information is sent right after finishing the check-in process and after the last passenger. PSM contains the following information: • Flight number, date, original airport. • Seat level. • Passengers’ name and special seat request (if any) Example:

2.14.16 Teletype Passenger Manual (TPM) TPM transmits the passenger name list to the arrival airport (only use at Arrival airport’s request instead of Passenger Manifest from departure airport). This message is sent to the arrival airport right after finishing the check-in process. TPM contains the following information: • Flight number, date, arrival airport. • Passenger’s name. Example:

2.14.17 Passenger Transfer Manifest (PTM) PTM informs intermediate stations with information about transfer passengers and their baggage. This message is sent after finishing check-in process. PTM is sent separately to any intermediate stations on the itinerary where passengers are transferring to other flights with a connection time of less than 6 hours. PTM is only sent to a maximum of 3 addresses. According to regulations and agreements with certain regions, any airport on the itinerary receiving a PTM will immediately inform the corresponding carrier with information about passengers. PTM contains the following information: • Transfer flight number/date (if necessary), in case of indicating by “N” letter, means non-smoking Flight. “S” letter, means smoking flight (for example: XY311N) • Arrival station of transfer flight. • Number of transfer passengers with seat level (including CHD, except INF). For example: 2Y • Number of through check-in baggage pieces with code “B”. For example: 3B • Enter baggage weight after “B” code. For example: 3B30K • Enter passenger’s name after weight indicator. For example: AA177SFO 1M 2B GA NESAN/SMR Example 1 (PTM without transfer passenger):

Example 2 (PTM as digital format with CHD and INF):

Example 3 (PTM as name format):

2.14.18 Passenger Final Sales (PFS) Message PFS informs the Space Control Center and the Passenger Marketing Department with the information about the actual number of passengers onboard in comparison to the number of reserved passengers booked. This allows the department to create more effective seat utilisation plans. The Space Control Center is able to correct or amend the information in the Passenger Record through the PFS. Thus, creating positive conditions for more effective operations and managment of Lao Airlines’ flights. The PFS should be sent within 6 hours of the flight departure. The content of PFS message is stipulated by the Marketing Department in documents outside of this Manual.

2.14.19 Frequent Traveler List Message (FTL) FTL informs the CHM Center with information about the actual number of CHM members on a flight. The content of the FTL message is stipulated by the Marketing Department in documents outside of this Manual.

2.14.20 Seat Available List Message (SAL) SAL informs intermediate stations with the possibility of allocating late booking passengers or passengers with open date tickets, vacant seats without requiring advance approval from the Space Control Center. PTM contains the following information: • Flight number, date, arrival airport. • Aircraft configuration. • “AVAIL” code. • Arrival stations on the itinerary (one or more sectors): Each arrival station spaced separated with two (2) spaces between. • Seat level, the number of vacant seats according to their level of each sector. Example 1 (One leg flight: AMS-ZRH-AMS):

Example 2 (Two leg flight: bassinets on board, bassinet confirmed):

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3 Arrival Handling

3.1 Arrival Handling Preparation

Responsibilities of the Lao Airlines Station Manager:

• Check ETA; refer to the flight information display at the airport; • Verify all of the incoming messages and prepare any documentation in regards to the flight arrival; • Notify all concerned departments with the approximate ETA of the flight arrival; • Check gates and disembarking area for a safe arrival; • Verify all sections are ready for the arrival.

The responsibility of ground staff:

• Verify arrival messages and prepare any documentation that is required; • Prepare for the arrival of the aircraft and ensure that the arrival area is safe for passengers; • Passenger handling facilities and all servicing equipment is ready (passenger bridge/steps, GSE, baggage carts, catering vehicles, fuel truck, etc.); • Any cards, signs, documentation required during arrival is displayed and/or available; • All special passenger handling personnel and equipment are available; • Prepare and ensure staff are assigned for any UMs that may be arriving; • Ensure that the arrival area is segregated so that arrival and departure passengers do not mix.

3.2 Arrival Handling Procedures • Based on passenger’s destination (transit, transfer or final destination) the passengers will be received or assisted by ground staff at the arrival station; • Passengers requiring special service (unaccompanied minors, patients, disabled passengers) are assisted by responsible staff upon the flight arrival; • Assist passengers to complete required immigration and customs formalities; • In case of an inadmissible passenger the Station Manager will apply the polices outlined in the LSP; • Baggage should be promptly unloaded and put on a conveyor baggage claim belt (priority order specified in Section 9 – Baggage Handling). The delivery time is determined depending on specific standards of each station; • Passenger with claims of lost or damaged baggage will be directed to the Lost and Found desk to file a complaint; • Interline connecting passenger’s baggage should be promptly conveyed to the connecting flight area within the connecting time to ensure no delay in making the connecting flightl • At domestic stations, ground staff must check the baggage claim tag before passenger leaves the baggage hall to verify the passenger has the correct bag; • At certain stations, disembarked passengers may be required to fill in customs, immigration or MEDIF forms. These forms are delivered to the passengers inflight or at the immigration area in the arrival terminal.

3.3 Providing Services at Terminal Station

3.3.1 General Principles: • In principle, a passenger arrives at the destination airport, requiring no additional services by the carrier. • In principle, a passenger arrives at a transit airport and transfers to another Lao Airlines flight requiring no additional services by the carrier. The Station Manager, however, is allowed to arrange the provision of services for passengers. (For example, meals, hotel service for transfer CHM passenger specified in section 6.2.3)

3.3.2 Scope of Application: If a passenger is transferring from one QV flight to another QV flight, the passenger will be provided a meal and/or hotel service at the station in the following cases: • Passenger has to stopover involuntarily. • The itinerary of a passenger has been arranged with confirmation of the carrier and such services have been indicated on the ticket. • There is a misconnecting passenger due to a delay of the incoming flight without a substitute flight that same day. • When rerouting a passenger’s itinerary having a connection time at the transfer station of more than 4 hours, the Station Manager has the right to order services for such passengers. In this case, the Station Manager is also allowed to order services for the passengers who are being carried by other carriers (the carrier of inbound or outbound flight).

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4 Transit and Transfer Handling ...... 4-1 4.1 Introduction and Classification ...... 4-1 4.1.1 Introduction and Classification of Transit Passengers ...... 4-1 4.1.2 Introduction and Classification of Transfer Passengers...... 4-1 4.2 General Regulations...... 4-3 4.3 Transit Handling Procedures ...... 4-4 4.3.1 Handling Procedures for Identical Transit Passengers ...... 4-4 4.3.2 Handling Procedures for Combined Transit Passenger...... 4-8 4.4 Transfer Handling Procedures ...... 4-11 4.4.1 Identical On‐line Transfer Handling Procedures ...... 4-11 4.4.2 Combined On-line Transfer Handling Procedures ...... 4-12 4.4.3 On-line Transfer Handling Procedures in Case of Late Arrival of Connecting Flight ...... 4-13 4.4.4 Handling Procedures for Identical Interline Transfer Passengers ...... 4-13 4.4.5 Handling Procedures for Combined Interline Transfer Passengers ...... 4-14 4.5 Increased Risk Transit Airport Procedures ...... 4-14

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4 Transit and Transfer Handling

4.1 Introduction and Classification

4.1.1 Introduction and Classification of Transit Passengers

4.1.1.1 Introduction

Transit passengers at an airport are passengers who pause at that airport before they continue their journey on the same flight. A flight is defined by its flight designator, routing and scheduled time.

4.1.1.2 Classification of Transit Passengers

Regarding the combination of domestic and international sectors of a flight, passengers are classified in two categories:

• Identical transit passenger; is a transit passenger who transfers from domestic to domestic or an international to international flight (domestic/international identical transit passenger). • Combined transit passenger; is a transit passenger whose itinerary contains both domestic and international sectors.

4.1.2 Introduction and Classification of Transfer Passengers

4.1.2.1 Introduction

A transfer passenger is a passenger who transfers a flight on the same day or the next day but not exceeding 24 hours.

4.1.2.2 Classification of Transfer Passengers

Connecting flights are passengers who are classified in two categories:

• On‐line transfer passenger: On-line transfer passenger is a transfer passenger who transfers from one flight to another flight operated by the same carrier. On- line transfer passengers are classified into two categories:

o Identical On-line transfer passenger: Identical on‐line transfer passenger is an On-line transfer passenger whose journey consists of only domestic sectors (domestic identical On-line transfer passenger) or international sectors (international identical On-line transfer passenger).

o Combined On-line transfer passenger: Combined On-line transfer passengers are online transfer passengers who transfer from a domestic to international flight or vice versa.

• International transfer passenger is a transfer passenger who transfers from a flight of one carrier to another carrier’s flight or vice versa at the connecting station. Regarding the combination of domestic and international sectors, an interline transfer passenger is classified into two categories:

o Identical interline transfer passenger; is an interline passenger whose journey consists of only domestic sectors (domestic identical interline transfer passengers) or international sectors (international identical interline transfer passenger).

o Combined interline transfer passenger; is an interline transfer passenger who connects from domestic to international flight or vice versa.

4.2 General Regulations • All airports require ground staff specializing in handling of transit and transfer passengers. These staff should be well trained, polite, active and competent in handling transit and transfer passenger. • Transfer counter, signpost, and lounge must be arranged or located at a proper area of the airport (At overseas airports, transit and transfer handling procedures comply with local applicable regulations). • Duty staff must be present at the duty area to meet and assist passengers. Especially in cases of special situations, such as: MEDA, VIP, CIP, and UM. These special situations should forwarded in advance by the departure station. • Liability: For Lao Airlines interline transfer passengers using 2 or more tickets for their entire itinerary:

o If Lao Airlines is the operating carrier upon the sectors of the first ticket of a passenger and his second ticket with the sector(s) operated by another carrier, QV will only take its liability for the sector(s) operating by QV because the ticket is the contract between QV and its passenger and the contract will be terminated when QV completes its sector(s) or refunds to its passenger. Therefore, QV will not take liability for the following sector(s) operated by another carrier as the ticket is not the contract of QV and the passenger. Therefore, the requirements arising from the said sector(s), such as: rerouting, transferring, refunding, etc., will not be the liability of Lao Airlines in spite of such requirements which may be (directly or indirectly) the consequence of the delay of QV flight on the previous sector(s). In such case, Lao Airlines may assist the passenger to reroute and reschedule. However, expenses arising from the case will be paid by the passenger.

o If Lao Airlines is the operating carrier upon sectors on both the first and the second ticket of a passenger, Lao Airlines will not take its liability for the requirements arising from sectors of the second ticket. For example, rerouting, transferring, refunding without an additional charge.

o If the first ticket of a passenger within the sector(s) operated by another carrier, the second ticket with the sector(s) operated by Lao Airlines will take its liability for the requirements arising from sectors of the second ticket. For example, rerouting, transferring, and refunding. However, expense arising from such case will be paid by the passenger (if any).

4.3 Transit Handling Procedures

4.3.1 Handling Procedures for Identical Transit Passengers

4.3.1.1 At Departure Station • Passenger is allowed to check in to the final destination. Boarding pass will be issued to the passenger (indicating his seat number). In order to remind the passenger holding the boarding pass of his seat, after disembarking at each intermediate station, the boarding pass shall have a sticker attached with the words, “Please keep this boarding pass until your final destination”. • Check-in staff has the responsibility to advise the passenger of the following information:

o Passenger and his baggage are checked into the final destination. o Connecting points and time of connection. o Passenger is required to stay on aircraft or to disembark from aircraft to airport’s lounge depending on the nature of each flight and regulations of each intermediate station. Passengers will be informed of applicable procedures by cabin crew before his landing at a certain point. • If a passenger is allowed to disembark from the aircraft to the transit lounge, he must be notified of the following:

o Passenger is required to keep boarding pass in order to find his seat at the station.

o Passenger is required to follow cabin crew and ground staff’s instruction at the station. • Downgraded Business passengers on the waiting list at the departure station will be issued an Economy boarding pass with a sticker indicating the words, “Upgrading to Business class if seat available”. The passenger will be upgraded to Business class at the intermediate station. If seats are available, ground staff at departure station has the responsibility to inform down line station (by telex) of the above passenger. • Ground staff checks flight coupons and sends required messages, such as: PTM (Passenger Transfer Message), LDM (Load Message), SOM (Seat Occupied Message), and MVT (Movement Message) to down line station according to IATA standard format before flight departure.

• Seat allocation for transit passenger at the departure station will be applied using the following procedures:

o In case of sufficient time for down line station receiving messages concerning transit passengers (SOM and PTM) before opening check-in counter for corresponding transfer flight, ground staff at departure station allocates seat for transit passenger for his whole itinerary, sending required messages to down line station, especially SOM, informing his seat number. Ground staff at down line station will reserve seat for the passenger based on SOM for his onward travel.

o In case of insufficient time for down line station receiving messages concerning transit passengers (SOM and PTM) before opening check-in counter seat for transit passenger for his whole itinerary based on the agreed block seat between the two stations. The seat allocation must comply with load balance method.

o In case of extra seat request for transit passenger (over the agreed block seat), ground staff at departure station must consult down line station for the extra seat. The above seat is only released upon the acceptance of the down line station. • In case of a go-show passenger exceeding the “agreed block seat”, and the departure station fails to consult with down line stations; a decision will be made based on the information in the Gabriel system. If the next sector’s seat is available, the go-show passenger will be checked in. The passenger is reminded to keep his boarding pass for finding his seat in the following sector or changing to another boarding pass at the intermediate station (if required). Ground staff at the departure station must inform the down line station about the above passenger in order to rearrange their seat at the intermediate station by changing his boarding pass in case of a duplicate seat number ticket. • The baggage of a transit passenger will be checked into the final destination (tagged with On-line baggage tag). In case of excess baggage, the baggage will be checked in for the whole itinerary. • The baggage of a transit passenger will be separately loaded in the aircraft so that it can be easily retrieved for quick offloading at the intermediate station.

4.3.1.2 In Flight Handling • Before handling at the intermediate station, the following information must be given to the passenger by the cabin crew:

o Number of intermediate station/s o Connection time at the intermediate station • Based on certain flights at intermediate stations, other additional information should also be given to the passenger by the cabin crew, such as:

o Passenger is required to stay on aircraft or to disembark from aircraft. o If passenger is allowed to disembark from aircraft, the following information should be informed: . Passenger is required to keep their boarding pass for finding his seat later. . Passenger is required to bring along his important personal documents and other valuables.

o Ground staff will meet, assist and provide necessary information to passenger at intermediate station. • Go‐show passengers, as mentioned in section 4.3.1.1, must be informed to keep their boarding pass to find their seat or change their boarding pass for onward sectors if required. • In case there is a duplicate seat number the cabin crew has the responsibility to apologize to the passenger and cooperate with ground staff to arrange a new seat.

4.3.1.3 At Intermediate Station • Ground staff at the intermediate station is responsible for separating transit passengers from other passengers. • Duty staff should provide a transit card to the passenger and directs him to the Transit Lounge. Signboard with the words “TRANSIT TO” in English/Laotian language must be clearly indicated and in view of the passenger. • “Transit Card” will be issued to transit passengers before entering the transit lounge. Duty staff at intermediate station checks the number of transit passengers (informed by departure station) by comparing the amount of issued transit cards and the number of passengers staying on the aircraft (if any). The transit cards must be collected by ground staff before the passengers leaves the transit lounge in order to identify and control the actual number of transit passengers on the flight. • In case there is a duplicate seat number the cabin crew has the responsibility to apologize to the passenger and cooperate with ground staff to arrange a new seat. • Check-in staff at the intermediate station checks the SOM or agreed “Block Seat”, ensuring there isn’t duplication of the seat assignment for the transit passenger. • When allocating a seat, ground staff must know the number of transit passengers indicated in the system, especially in case of using an agreed blocked seat at the intermediate station, while insuring weight and balance of the aircraft. • Transit passenger’s baggage is automatically transferred. • Ground staff is responsible for sending required messages to down line station/s according to the IATA standard format, such as: PTM (Passenger Transfer Message), MVT (Movement Message), LDM (Load Message), and SOM (Seat Occupied Message). • At Overseas or Domestic short-haul stations, Lao Airlines Station Manager must be present at the station to help ground staff effectively handle the flight.

4.3.2 Handling Procedures for Combined Transit Passenger

4.3.2.1 At Departure Station • Passenger is checked into the final destination (his full name, seat number and final destination must be clearly indicated on his boarding pass). • Check-in staff attaches a sticker indicating the words “Please keep this boarding pass until final destination” in case of any changes that may be required. • Baggage is checked to the final destination (attach to the baggage an On-line Baggage Tag, final destination must be clearly indicated on the tag). • Check‐in staff has the responsibility to inform the passenger with the information about his itinerary. Such information must be made relevant to each type of passenger and outline the itinerary. The information must contain the following details:

o Passenger and baggage are thoroughly checked in. o Identification of Intermediate station/s and the connection times. o Passenger must keep his boarding pass in case of a change of the boarding pass being required at the intermediate station.

o Passenger is required to complete Customs and Immigration procedures at intermediate station. • Seat allocation for transit passenger at the departure station must follow:

o When there is sufficient time for the down line station to receive messages concerning transit passengers (SOM and PTM), and before opening check- in counters for his corresponding transfer flight, ground staff at the departure station allocates a seat for the passenger for his whole itinerary, sending required messages to down line station/s, especially SOM, informing the seat number. Ground staff at down line station will reserve seat for the passenger based on SOM for his onward sectors.

o When there is insufficient time for the down line station to receive messages concerning a transit passenger (SOM and PTM), before opening check-in counter for his corresponding transfer flight, ground staff at the departure station should allocate a seat for the passenger for his whole itinerary according to agreed block seats between the two stations. The allocation must comply with the load balance method.

o In case there is an extra seat request for a transit passenger (over the agreed block‐seat), ground staff at the departure station must consult the down line station for the extra seat. The seat is only released upon the acceptance of the down line station.

o In case of a go‐show passenger exceeding the “agreed block‐seat” and a departure station fails to consult the down line station; a decision will be made based on the information of the Gabriel system. If the next sector’s seat is available, the go‐show passenger will be checked in. Ground staff at the departure station must inform the down line station about the passenger in order to arrange a seat for him at the intermediate station. • Baggage of a transit passenger will be separately loaded on the aircraft for quick access.

• Ground staff has the responsibility to check flight coupons and send required messages to down line stations according to IATA standard format before the flight departure, such as: PTM (Passenger Transfer Message), LDM (Load Message), and SOM (Seat Occupied Message).

4.3.2.2 In Flight Handling • Before handling at the intermediate station, the following information must be given to the passenger by cabin crew.

o Number of intermediate stations. o Passenger is required to complete Customs and Immigration procedures at intermediate station.

o Other necessary information, such as: Passenger is required to keep his boarding pass in order to exchange for other boarding pass for his onward sector(s); Ground staff will meet and provide the necessary information to passenger at the intermediate station. • Cabin crew has the responsibility to provide the passenger Custom, Immigration, and MEDIF forms (if required) in time so that the passenger is not delayed for the next sector. • In case there is a duplication of a seat number, cabin crew has the responsibility to apologize to the passenger and cooperate with ground staff to arrange a new seat for the passenger.

4.3.2.3 At Intermediate Station • Ground staff at the intermediate station is responsible for separating transit passenger from others. Duty staff attaches “Transit” sticker to the passenger and directs him to customs and immigration counters. • Ground staff separates transit passenger’s baggage from others and assists the passenger to complete customs formalities as required. • In case of an immigration matter (passport, visa is not accepted) or any reason leading to misconnection, the case will be handled as involuntary reroute situation at the station. • Transit passenger is directed to the customs counters (for screening), witnessing and taking the responsibility of his baggage during this process. • Passenger’s boarding passes will be changed for the next sector(s) by ground staff before the passenger enters the Transit Lounge (his seat number must be indicated in the new boarding pass for the whole itinerary). • Check‐in staff at the intermediate station checks SOM or agreed “Block Seat”, ensuring transit passenger’s seat is reserved at the station. In case of an extra seat request for a transit passenger (over the agreed block‐seat), ground staff at departure must consult with down line station for the extra seat. The seat is only released upon the acceptance of the down line station. • When allocating a seat, Ground staff must know for sure the number of transit passengers indicated in the Gabriel system, especially in case of using the agreed “Block seat” at the intermediate station, ensuring the loading balance of the aircraft. • In case of a duplication of seat numbers mentioned in section 4.3.1.3 between a passenger checking in at the intermediate station and a go‐show passenger (at departure station), ground staff will arrange a seat for such passenger and issue a new boarding pass. • Baggage is directly transferred to corresponding onward flight. • Ground staff informs down line stations of necessary information and sends the required messages according to the IATA standard format before the flight departure.

4.4 Transfer Handling Procedures

4.4.1 Identical On‐line Transfer Handling Procedures

4.4.1.1 At Departure Station • When a passenger presents his ticket at the check-in counter, the check-in staff collects the flight coupon and issues a boarding pass for the first sector. The flight coupon of the following sectors are attached together with a transfer card issued to the passenger. • Baggage of transit passenger will be through checked to the final destination (Tagged with On‐line Baggage Tag). • In case of excess baggage, the baggage will be checked in for the whole itinerary. • Check-in staff has the responsibility to advise passenger information concerning his itinerary as follows:

o Passenger and his baggage are checked in to final destination. o Connecting point and connection time. o Connecting point and passenger’s seat number are indicated in the first boarding pass of the passenger.

o The final destination is clearly indicated on the passenger’s transfer card for changing his boarding pass at the transfer desk at the intermediate station.

o Duty ground staff at the intermediate station will meet and direct the passenger to the transfer desk for changing his new boarding pass. • A downgraded Business passenger on the waiting list at the departure station is issued an Economy boarding pass and transfer card with a sticker indicating the words “Upgrade to Business class if seat available”. The passenger will be directed to the transfer desk at the intermediate station to change his boarding pass and verify if an upgrade is available. Ground staff at the departure station will inform down line station (by telex) about the passenger. • On-line transfer passenger’s baggage is separately loaded in the proper location in the aircraft in order to expedite unloading of the bag. • Before the flight takes off, the departure station sends a PTM to down line station/s providing details about no-shows and go-show passengers. • In case a passenger has a special seat request for the entire journey the Ground staff at the departure station must inform the intermediate station about the request through a SPM (Seat Protected Message). NOTE: If an identical On-line transfer passenger requires check-in to a certain point the check-in agent should try to fullfill the request.

4.4.1.2 At Intermediate Station • Ground staff at the intermediate station will separate transfer passenger/s from others. • Transfer passengers are directed to the transfer desk. Check-in staff collects the passenger transfer card (the card is attached to onward sector’s flight coupon of the passenger) and issues a new boarding pass to the passenger. The passenger is directed to the waiting lounge for embarkation. • Before the check‐in time the PTM must be checked to ensure a seat for the transfer passenger. • Transfer baggage is automatically transferred to the connecting flight. The handling should be carefully implemented to avoid loss and damages. • Ground staff checks flight coupons and sends required messages according to IATA standard formats to the following down line station(s). • Transfer passenger will be directed by ground staff to embark the aircraft.

4.4.2 Combined On-line Transfer Handling Procedures

4.4.2.1 At Departure Station • Passenger and his baggage are checked to the connecting point. • Check‐in staff has the responsibility to inform the passenger of the necessary information regarding his itinerary. The information must contain the following:

o Passenger and his baggage are checked to the connecting point only. o Arrival point and connection time. o Passenger is required to complete Immigration and Customs procedures at the connection point.

o Passenger will be checked in at the counter for his connecting flight at the intermediate station. • Ground staff informs the down line station about the combined On-line transfer passenger and his baggage.

4.4.2.2 At Intermediate Station • Duty ground staff at the intermediate station separates the transfer passenger from others and directs him to complete Customs, Immigration and Airlines’ procedures.

4.4.3 On-line Transfer Handling Procedures in Case of Late Arrival of Connecting Flight

The following procedures will be applied:

• Ground staff at the departure and intermediate station has the responsibility to inform sections about the situation. • Station Manager at intermediate station has the responsibility to consider and consult the Flight Operation Centre whether or not to announce the delay of the connecting flight in order to await passengers from the late arrival flight from the departure station. • If a misconnection at the intermediate station is unavoidable, the following procedures may be applied at the departure station:

o Passenger should have arrangements at the transit hotel and rebooking of the passenger’s itinerary should be made within an allowable time.

o Make the best effort to reroute the passenger’s itinerary to his final destination at the earliest time. • In case of misconnection at the intermediate station, the following procedures may be applied:

o Take necessary actions to reroute passenger’s itinerary. o Make the best effort to reroute passenger’s itinerary to his final destination by using other means of transportation at the earliest time.

o Return the passenger to departure station applying the policy as mentioned in section 4.3.

4.4.4 Handling Procedures for Identical Interline Transfer Passengers • Check‐in staff keeps the first flight coupon and issues the boarding pass to the passenger for his sector. • Apply through check‐in procedures and attach the interline transfer to the flight coupon. • Provide baggage tag to passenger. • The tag must be completed with all required information. • In case of excess baggage, the baggage will be placed through check-in for the whole itinerary. • Ground staff sends required messages to down line stations with information about the identical interline transfer passenger and his baggage. • Passenger is directed to the transfer desk to complete the necessary procedures for his following sector(s) operated by another carrier. • In case the passenger is transferring from another airline to a QV flight, ground staff or Station Manager at the overseas station has the responsibility to assist the passenger to complete the necessary procedures at the transfer desk.

4.4.5 Handling Procedures for Combined Interline Transfer Passengers • Passenger and his baggage are checked to connection point. • At the intermediate station the passenger will be checked-in.

4.5 Increased Risk Transit Airport Procedures When Lao Airlines flies a route through an airport that has been deemed as an increased threat due to civil unrest, security concerns, or any other type of threat as identified by Lao Airlines or the LDCA, the following procedures should occur to ensure any items left behind by disembarking passengers are removed from the aircraft or otherwise addresses appropriately before the next flight departure. When an airport is deemed to be at a higher level of security threat any articles, items, or carry-on baggage needs to be removed from the aircraft during the transit stop. If the passengers are being removed from the aircraft during the stop the aircraft will be searched to verify that no items or baggage has been left behind. If transit passengers are allowed to remain on board then ALL passengers must positively identify their baggage. To positively identify the passenger’s baggage the passenger can place the carry-on baggage on their laps or the flight attendant will point to each bag and identify with a positive response from the passenger who owns that bag/item. If at the end of the search a bag or items are found to be left behind a threat assessment will be made to determine if the item is suspicious. With cooperation of the PIC and local police authority a threat assessment will determine if the item left behind was intentional or if a passenger forgot to carry their baggage. Refer to the LSP for the threat assessment procedures. If the item is deemed to not be suspicious the bag will be removed from the aircraft, a safety incident report will be filed that identifies the exact seat number, location of the item, description of the item, and person that found the item and the Lost and Found procedures will be followed. The aircraft is not to be considered security “clean” until all unidentified items have been removed from the aircraft.

5 Irregular Handling ...... 5-1 5.1 Delayed, Cancelled Flight ...... 5-1 5.1.1 General Regulations ...... 5-1 5.1.2 Information to Passenger ...... 5-1 5.1.3 Transferring Delayed Passengers to Other Flights ...... 5-5 5.1.4 Handling in Case of Cancellation ...... 5-5 5.1.5 Seat Reservation for Connecting Flight’s Passengers ...... 5-6 5.1.6 Providing Communication, Meal, Hotel Accommodation and Ground Transportation Services ...... 5-6 5.1.7 Providing Service for Delay or Cancellation Passengers in Town ...... 5-12 5.1.8 Goodwill Payment in Case of Cancellation without Substitute Flight ...... 5-12 5.1.9 Refunding ticket ...... 5-14 5.1.10 Delay/Cancellation Reports ...... 5-15 5.1.11 Denied Boarding Passenger ...... 5-19 5.2 Change of Class ...... 5-25 5.2.1 Definitions ...... 5-25 5.2.2 Involuntary Downgrading ...... 5-25 5.2.3 Involuntary Upgrading ...... 5-29 5.2.4 Voluntary Downgrading...... 5-30 5.2.5 Voluntary Upgrading ...... 5-31 5.2.6 Upgrading when both Low and High Seat Classes are Available ...... 5-32 5.3 Involuntary Re-routing ...... 5-33 5.3.1 General Regulations ...... 5-33 5.3.2 Handling Procedures ...... 5-34 5.3.3 Using Ground Transportation ...... 5-39 5.4 Vouchers and Settlement ...... 5-41 5.4.1 Passenger Service Voucher ...... 5-41 5.4.2 Settlement procedures ...... 5-44 5.5 Irregular Handling Forms ...... 5-46 5.5.1 Delay Message Form - Outside ...... 5-46 5.5.2 Delay Message Form – Inside ...... 5-47 5.5.3 Services Voucher ...... 5-48 5.5.4 Payment Order ...... 5-49 5.5.5 Apologize Form In Case of Involuntary Downgrading ...... 5-50 5.5.6 Involuntary Rerouting Of Transportation ...... 5-50 5.5.7 Passenger Name List Using Ground Transportation ...... 5-51 5.5.8 Flight Interruption Manifest (FIM) ...... 5-52

Intentionally Left Blank

5 Irregular Handling

5.1 Delayed, Cancelled Flight

5.1.1 General Regulations

5.1.1.1 Definition • The following flights will be defined as a delayed flight:

o The flight departs later than schedule time of departure (STD). • The flight departed, then has to return to the departure airport or divert to an alternative station. • Cancelled flight: is a scheduled flight, but not operating as per the schedule.

o The cause of delay, cancellation: • In general, the following cases are considered delay or cancellation reason: • Air Traffic Control: Heavy traffic at a certain time, partial or entire closure of an airport due to certain reasons concerning the runway or facilities of the airport. • Unfavorable Weather Conditions: Weather conditions are not favorable. For example, thunderstorm, typhoon, fog, sandstorm and snow. • Operational Reason: Shortage of spare parts or equipment, change of aircraft, reloading and correcting flight documentations. • Engineering Reason: Defect or technical problem, change of engines or spare part. • Commercial Reason: late check-in passengers, waiting for connecting flight passenger, passenger check-in issues or security screening. • Landing forced due to unfavorable weather conditions. For example, fog, typhoon or airport closure.

5.1.2 Information to Passenger

5.1.2.1 Principle • In case of a delay or cancellation, the Station Manager at the city or station where the delay or cancellation occurred has the responsibility to inform all the passengers about the flight. • Announcement about the delay or cancellation must be made as soon as possible. The first announcement must be made before STD of the flight.

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5.1.2.2 Announcement Procedures • Informing the delay or cancellation of flight before passengers arrive at the airport:

o When the decision of delay or cancellation is being informed 3 hours before STD, Regional Booking Office, the Station Manager at the city have the responsibility to contact and inform the passengers with details about the delay or cancellation (see sample of announcement in section 6.1.2.3 below) in order to avoid mass gathering of passengers at the airport.

o After informing passengers about the situation, the Station Manager in the city has the responsibility to inform the Station Manager at the airport the number or passengers who have been informed of the delay or cancellation in order to help the Station Manager at the airport to actively coordinate with sections concerned and prepare to provide services for passengers. This information must be made 2 hours before STD. • Informing the delay or cancellation after passengers arrived at the airport:

o If the decision of delay or cancellation is being communicated within 3 hours before STD and most passengers are present at the airport, the Station Manager has the responsibility to inform the passengers about the delay or cancellation of the flight.

5.1.2.3 Announcement Content • The content of the announcement of delay or cancellation must be clearly performed, including the following details:

o Flight number and sectors of delay or cancellation. o Reasons for the delay or cancellation. o Provisional Estimated Time of Departure (PETD), or alternative plan (if any).

o Services to be provided at the station. o Timing of the next announcement. o Apology to passengers.

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• Reasons of delay or cancellation: Announcement about the reason of delay or cancellation must be clear, honest, and easy to understand. Such announcement should use technical terms, such as “engine defects, technical errors or commercial reason.” Brief and clear explanations should be used, such as: flight delays due to bad weather, technical reason aircraft will arrive late, etc. In any case, try to avoid causing the passenger to feel worried about flight safety. Before departure, the Station Manager must inform the Captain and Purser of the flight the delay or cancellation’s to clarify the content of the announcement onboard. Provisional Estimated Time of Departure (PETD) or alternative plan:

o It is necessary to keep in touch and cooperate with sections concerned, such as: Flight Operation Center, Engineering Section, and Meteorological Control Center. In order to update necessary information about the delay and Provisional Estimated Time of departure (PETD) or alternative plan (if any), Flight Operation Control Center (or Flight Operation Center at the airport) has the responsibility to decide provisional Estimated Time of Departure or alternative flight plan (if any).

o In case the first provisional Estimated Time of Departure (PETD) has to change due to any reason, Station Manager at the station should actively contact with sections concerned to make the second or other PETD(s) and prepare plan providing services for passengers.

o If PETD or alternative plan cannot be made, it is necessary to inform passengers the time of the next announcement or request passengers to contact with ground staff at the proper time to get the necessary information. • Passenger handling preparation: PETD(s) must be made in accordance with corresponding plan of providing service for passengers at the station. • Further announcement: Further announcements must be made at certain times even if no more information was being given for the next announcement. Such announcements should be made every 30 minutes in Laotian and English languages (or appropriate local language) during the delay. • Maintain contact with passengers: In case of a long time delay or PETD is not yet defined, it is necessary to obtain passengers’ telephone number or contact with passengers if they plan to leave the airport. In lieu of direct contact with such passengers through their hotel address or telephone numbers, passengers are required to contact with duty staff at the airport (through specified telephone numbers) at certain times in order to update and receive necessary information.

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5.1.2.4 Forms of Announcement

Announcement for the delay less than one (1) hour:

• “Ladies and gentlemen, May I have your attention please? LAO Airlines regrets to advise you that due to ______, the departure time of flight number ______to ______is delayed. The departure time will now be ______. We apologize for the inconvenience. Thank you.”

Announcements for the delay more than one (1) hour:

• “Ladies and gentlemen, May I have your attention please? LAO Airlines regrets to advise that due to ______, the departure time of flight number ______to ______is delayed. The departure time will now be ______. Passengers are invited to proceed to restaurant ______where complimentary refreshments/lunch will be served. We apologize for the inconvenience. Thank You.”

Announcement in case of a delay without PETD (delay time is undefined):

• “Ladies and gentlemen, May I have your attention please? LAO Airlines regrets to advise that due to ______, the departure time of flight number ______to ______is delayed. Further information will be given at ______. We apologize for the inconvenience. Thank You.”

Remarks: The above forms of announcement are only for guidance. Station Manager may set up other appropriate forms of announcements depending on actual situation at the airport.

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5.1.3 Transferring Delayed Passengers to Other Flights

5.1.3.1 General Principles • Identifying passengers: In case of more than one hour delay time, the following priorities will be applied to select passengers transferring to other flights:

o VIP, CIP passengers o Business class passengers o Other priority passengers o Others Remarks: Connecting flight’s passengers must be considered to transfer to other flights.

• Consideration of transferring passengers to other flight: The following order will be applied ;

o Other Lao Airlines flight. o Joint venture flight (between Lao Airlines and other counter parts) o The carriers have SPA, Interline Agreement with Lao Airlines o Other carriers

5.1.3.2 Handling Procedures • Procedures of transferring delayed passenger to other flight are specified in section 5.1.4 below.

5.1.4 Handling in Case of Cancellation

5.1.4.1 General Principles

If it is necessary to reroute or transfer passengers to another flight after making an announcement, handling procedures will be applied using the following principles:

• If the cancellation is within 24 hours before STD: Space Control Center has the responsibility to cooperate with Regional Booking Office and the Station Manager at the airport to find out solutions to reroute or transfer passengers to another flight and take the necessary action to assist such passengers. • If the cancellation is within 24 hours (in comparison with STD): Regional Booking Office and the Station Manager at the city cooperate with the Station Manager at airport and sections concerned to actively consider and find a solution to reroute or transfer passengers to other flights and take necessary action to assist such passengers, maintaining the contact with Space Control Center to consult and report the necessary information.

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5.1.4.2 Handling Procedures

Rerouting: rerouting procedures will be observed in the conditions specified in section 6.3.

5.1.5 Seat Reservation for Connecting Flight’s Passengers

All sections concerned, such as: Space Control Center, Representative Office at the city and Station Manager at the airport have the responsibility to carry out the following tasks:

• Check passenger manifest to clarify seat status of connecting flight’s passengers. • Check and cooperate with section concerned to reserve seats for connecting flight’s passengers. • In case of misconnection, inform passenger about the situation and consider any possible solution to help the passenger complete their journey, such as: rerouting, transferring him to other flights, etc.

5.1.6 Providing Communication, Meal, Hotel Accommodation and Ground Transportation Services

5.1.6.1 The Limitation of Service Provision

Services such as: communication, meal, hotel accommodation and ground transportation will only be served during the time from the STD of the delay/cancellation flight to the STD of the earliest substitute flight.

5.1.6.2 Communication Service • Sending delay message to passenger’s destination:

o Applicable principle: passenger may send a telex message to a certain destination’s address through the communication system of Lao Airlines (SITA and Gabriel) at Company expense. • For delays more than one hour: Delay Message form should be offered to VIP, CIP, Business and other priority passenger. • For delays more than two hours: Delay Message form should be offered to all passengers. • Each passenger will be eligible to send only one message. • The message is only sent to passenger’s destination.

o Handling procedures: • Deliver and instruct passenger to fill in Delay Message form: After receiving the decision from the Station Manager at the station, ground staff will hand out delay message forms to passengers and instruct them to fill in the form (see the sample of form 01).

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• Collect and send delay message: After completion, the delay messages are collected and classified in 2 types:

o Type 01: Messages containing short information (only necessary information), such as: name and address of receiver, delay time will be sent to stations concerned and passenger’s destination.

o Type 02: Message containing more information, such as: Hotel reservation and others will be collected and directly faxed to certain address of each passenger. In case of passenger not having his fax number, it may be faxed to the address of Lao Airlines representative Office at station concerned. Transferring the content of the delay message to the passenger’s destination: After receiving a delay message from the departure station, the Station Manager at the arrival station, has the responsibility to transfer all the necessary information to the passenger’s relatives or take necessary actions, as requested, in the passengers delay messages.

NOTE: See section 6.5 for Message Forms.

• Transferring delay message to other destinations (not belonging to the itinerary):

o Lao Airlines does not cover the service of transferring delay messages to the destinations not belonging to passenger’s QV itinerary. Therefore, the request of such service will be politely refused.

o However, if passenger insists to deliver his delay message to a certain address, the Station Manager must be present at the station to handle the situation. The passenger may be offered to send his message through Lao Airlines address, after receiving the message, Lao Airlines Office at the region will transfer the content of such message to required address or fax it through SITA network. • Telephone service:

o Generally, Lao Airlines does not provide telephone call service during a delay.

o With explanation, the passenger should be reminded that all his necessary information concerning the delay was sent to the arrival station and the Station Manager at that station has the responsibility to transfer the message to the passenger’s addresses.

o In case of a long time delay or after considering the urgent need in certain cases, passengers may be allowed to make his telephone call free of charge. However, the telephone call will be limited not more than three minutes for Economy class passengers and five minutes for Business class passengers.

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o In general, the decision of offering telephone call service should be prudently given, especially long distance or overseas telephone calls. The Station Manager at the station will consider whether or not to offer such a service and may introduce other possible communication means (SITA and, Gabriel network) to the ground staff to help them access the system if necessary. • Long distance or overseas telephone call may be allowed in the following cases:

o Requirement of a compassionate nature, such as the death of serious illness of a nearby relative (father, mother, wife, husband, child, brother or sister).

o Urgent commercial business requirements, in which a business may genuinely suffer considerable financial loss through not being able to contact with his required address.

o Unaccompanied minors whom the delay may cause the anxiety of their parent or relatives.

5.1.6.3 Meal and Refreshment Services • Handling principle:

o The method of providing service the following two options may be applied: − Option 01: Meal and refreshment are served by catering company at the airport: the company will provide the service based on the agreement between Lao Airlines and the company. − Option 02: Meal and refreshment are served at airport restaurant: the restaurant will directly provide the service to passengers based on the agreement between Lao Airlines and the restaurant, using the “services voucher” which is agreed and specified in the agreement of both parties.

o The responsibility to sign and implement the agreement of providing services for delay passengers between Lao Airlines and airport restaurant: − Director Ground Operations, Deputy Director Ground Operations have the responsibility to sign and implement the content of the contract to provide services for delay passengers. − The agreement will be signed upon the acceptance of Departments concerned: Marketing Service, Financial and Accounting.

o Considering the option and based on the actual situation of the delay or cancellation, the Station Manager at the airport has the responsibility to choose an appropriate option in order to create the most conveniences for delayed passengers and save money for the company.

o Service provision based on the periods of the delay: the following procedures will be applied: − Delay Less than 1 Hour: No service. − Delay 1 - 2 Hours: Snack will be served. − Delay 2 - 6 Hours: Meal and Refreshment will be served. − Delay More than 6 Hours: Hotel Arrangement will be served.

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o Kinds of Meal: Based certain time of the delay, the following procedure will be applied: − 0600 – 0800: Breakfast (will be served) − 1100 – 1400: Lunch. − 1800 – 2100: Dinner. − Other periods of the delay time: Light Refreshment.

Remarks: Where the delay is only 1 to 2 hours but occurs during Lunch or Dinner time, in such case, lunch or dinner may be served (for example: the delay occurs from 1100am to 1300pm – Lunch may be served)

• Handling procedures:

o Option 01: If meal and refreshment are served by catering company at the airport, the following procedures will be applied: − Station Manager at the station contacts with catering company to order the meal after taking the decision to provide such services. − The catering company will be responsible for preparing and supplying the meals or refreshment ordered by Station Manager. The services must be observed the Station Manager’s request (such as: types of meal/refreshments, the time and place of services, etc.)

o Option 02: If meal and refreshment are served by airport restaurant, the following procedure will be applied: − Station Manager issues “Services Voucher” and directs passengers to the restaurant after taking the decision to provide such services (see sample in the last of this section). See detail of using “Service Voucher” guideline in section 6.5. − The restaurant will collect the “Services Voucher” (pink copy) and provide services as the Station Manager’s request. Passengers in different classes will be separately served at the restaurant. − The restaurant will use the above “Services Vouchers” as monthly audit documents to bill Lao Airlines (terms of settlement specified in section 6.5.).

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5.1.6.4 Hotel and Entertainment Services

Principle

• Service provision: Hotel and entertainment services provided to delayed passengers will follow the agreement between Lao Airlines and its counterpart (the restaurant/company concerned) where the delay/cancellation occurs. • The responsibility to sign and implement the agreement of providing hotel accommodation and City Tour:

o Director’s regional offices, Deputy Director Ground Operations has the responsibility to sign and implement the content of the agreement to provide Hotel accommodation and City Tour in case of a delay or cancellation at the region.

o The agreement will be signed upon the acceptance of departments concerned – Marketing Service and Financial & Accounting Department. • Handling principles: In case of a delay more than 6 hours, Hotel accommodation or entertainment must be provided for passengers using the following procedures:

o Delay more than 22 hours: Arrange hotel accommodation for passenger at airport hotel (or other hotel at the same level). − Business class passenger are offered a single room, Y Class passengers are offered a double room, plan City tour for the following day.

o Delay Less Than 22 hours: Arrange Hotel Accommodation for passengers at airport hotel (or other hotel at the same level). Business class passenger is offered a single room, Y class passenger is offered a double room, plan City Tour for the following day.

o Meal service: passenger will be served meal at hotel or restaurant, according to the procedure specified in article 3 above.

o Remarks: Do not arrange two passengers of different sexes in the same room at the hotel: If the passenger does not want to share the room with another passenger, he may be allowed to serve single room if required.

Handling procedures

• Station Manager issues Services Voucher and arranges ground transportation for passengers to the airport hotel (or other hotels at the same level after taking the decision of providing hotel accommodation. • The hotel will collect the Services Vouchers (pink copy) and provide the service as indicated in the Services Voucher. These Services Vouchers will be used as monthly audit documents by the hotel to bill Lao Airlines (terms of settlement specified in section 5.5). • During the time passengers are staying in the Hotel the Station Manager must frequently keep in contact with the passengers and give them necessary assistance, especially Business class passengers, VIP, CIP, MEDA, UM, etc.

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• If a substitute flight is arranged, the Station Manager has the responsibility to arrange a means to transport passengers from hotel to the airport; ensuring passengers make their flight on time.

5.1.6.5 Ground Transportation

Principle

• Service provision: If ground transportation is arranged to transfer passengers from airport to hotel/City and vice versa, the two following options will be applied:

o Option 01: “Bus service” - the company providing transport service will arrange one or more means of transportation (bussed or other vehicles) to carry passengers in accordance with the content of the agreement between Lao Airlines and such company.

o Option 02: “Taxi service” - Services Voucher are issued to passengers and the Company will provide the transport service for passengers who own the Vouchers at their request in accordance with the content of the agreement between Lao Airlines and the company. • The contract provisions of providing the above transport service for delayed passengers are specified in the agreement between Lao Airlines and the Companies concerned at the city or airport where the delay or cancellation occurs. • The responsibility to sign and implement the content of the agreement to provide ground transportation in case of delay or cancellation:

o Director Ground Operations, Deputy Director Ground Operations are responsible for signing and implementing the content of the contract to provide ground transportation in case of delay or cancellation at the region.

o The agreement will be signed upon the acceptance of departments concerned marketing Service and Financial & Accounting Department. • Consideration of service option: based on the actual situation of the delay or cancellation.

o The Station Manager at the airport has the responsibility to decide the appropriate options in order to create the most conveniences for delayed passengers and save money for the Company.

Handling procedures

• Option 01: “Bus service”

o Station Manager informs the transportation company to order the service after taking the decision of providing such service to passengers.

o The transportation company will prepare and provide the transport service as the station’s request.

o The Station Manager has responsibility to sign on the receipts issued by the transportation company. These receipts will be used as audit documents to bill Lao Airlines.

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• Option 02: “Taxi service”

o Station Manager issues Services Vouchers to passengers and instructs them to take the bus at specified location. (See detail of using Services Voucher guideline section 5.5)

o The transportation company will the collect the Services Vouchers (pink copy) from passengers and provide the service as indicated in the Voucher and the content of the agreement between Lao Airlines and the company. These Services Vouchers will be used as monthly audit documents by the company to bill Lao Airlines (terms of settlement specified in section 5.5)

5.1.7 Providing Service for Delay or Cancellation Passengers in Town

In case the delay or cancellation is being notified in the city, Regional and Branch Offices in the city should actively assist passengers to reroute or take necessary actions. In certain cases (owing to seat capacity restriction) the Director of Ground Operations and the Deputy Director of Ground Operations may decide to provide appropriate services for the passengers.

5.1.7.1 Applying Scope

The service will mainly apply to groups of passengers, but may apply to other passengers if assistance is required.

5.1.7.2 Services Provided in the City

Meal, Hotel, communication and ground transportation services will be provided in the city in case of a delay or cancellation according to the standard and method specified in section 5.1.4 above. If the passenger refuses the services offered by Lao Airlines and requires using other services, he may be allowed to take his option provided that the expense in such cases will not exceed the amount specified by Lao Airlines; otherwise, the passenger will have to pay for the difference.

5.1.8 Goodwill Payment in Case of Cancellation without Substitute Flight

Besides providing the above services, Goodwill Payment is possibly applied in the following case:

5.1.8.1 Applying Scope

Goodwill payment will be applied if a passenger meets the two following conditions:

• The cancellation is caused by Lao Airlines (not owing to force majeure reason) without substitute flight; and • The frequency is less than 4 flights per week or due to seat capacity restriction, seat cannot be arranged for passenger for the next day.

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5.1.8.2 Applying Rates

International Flights:

Level 1 Level 2 Level 4 100 USD 70 USD 40 USD Passengers from VTE VTE-ICN Other Indochina’s routes with a connecting flight to another country. VTE-CAN VTE-HAN VTE-SIN VTE-BKK VTE-KMG VTE-REP LPQ-JHG VTE-PNH VTE-CNX VTE-SGN

Domestic Flights:

Level 1 Level 2 Level 3 20.00 USD=200,000 Lao 15.00 USD=150,000 Lao 10.00 USD=100,000 Lao Kip Kip Kip VTE-LPQ VTE-ZVK/PKZ Other routes VTE/LPQ-PKZ VTE-ODY

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5.1.9 Refunding ticket

Refunding at the request of a passenger who purchased a QV or accepted interline ticket, or in case of a delay or cancellation, the passenger will be refunded his ticket while applying a QV one year applicable fare at current rate of local market without additional charge (if any).

Remarks: • QV one year applicable fare is determined and communicated by Lao Airlines (Passenger Marketing Department) in certain markets. Overseas QV Offices may apply the QV applicable fare applying for General Sales Agent at the market in lieu of requesting the applicable fare from Passenger Marketing Department. • In lieu of applying the above fares, the public fare will be applied to refund to passenger. • The above regulations apply to passenger buying full fare or discount ticket (groups, special rate for Interline transfer passengers, SPA, etc.). The refund rate of ID/AD tickets will be based on the applicable rate of such ticket. • The current applicable rate will be applied when there is a refund.

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5.1.10 Delay/Cancellation Reports

5.1.10.1 Delay Report

Delay of 1 to 2 hours:

If 1 to 2 hours delay occurs, report must be sent by Station Manager to the following addresses:

• Flight Operations Department • Ground Operations Department • Marketing Service Department • Copy to stations concerned • Content of the report:

o Flight number/route/date o STD (local time)/delay time until PETD o Name of the station where the delay occurs o The number of passengers of the delay flight o Reasons of the delay o Services were offered: Name of Restaurant, the number of ordered meals, etc.

o Example:

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Delay more than 2 hours:

Station Manager must send the report (Telex report) to the following SITA Addresses:

• Flight Operation Department • Ground Operation Department • Marketing Service/Marketing Planning/passenger marketing Department (if necessary) • Copy to station concerned • Cabin Crew/Crew division • Content of the report:

o Flight number/route/date o STD (local time)/delay time until PETD o Reason of the delay o Allocating details (level of class, the number of passengers, etc.) o The information about services, such as: hotel, transportation, and meal, etc.

o The information about Special Service Requirement, such as: UM or WCHR (if any)

o Transfer passenger to other flight: − New Flight Number / Itinerary / Date / Number of Pax / Grade of Seat

o Other information concerning the delay: o Example:

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Delay more than 6 hours:

Station Manager must send the report (telex report) to the following SITA‐addresses:

• Lao Airlines board members • Flight Operation Department • Ground Operation Department • Marketing Service Department/Marketing plan Department/Passenger Marketing • Department/Technical Department/Supply Department (if necessary) • Copy to stations concerned • Flight/Cabin crew Division

Monthly report

Besides sending telex reports to the addresses as mentioned above, Station Manager has responsibility to send monthly report of all delays or cancellations at the station to Marketing Service Department.

5.1.10.2 Cancellation Report • Telex report: Station Manager must send the report to the following addresses:

o Lao Airlines board members o Flight Operation Control Center o Ground operation Department o Marketing Service / Marketing planning / Passenger Marketing/technical/ Supply & Material Department (if necessary)

o Copy to station concerned o Cabin Crew/Crew Division

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• Content of the report:

o Flight number/route/date/aircraft time o CANCELLATION o Reasons of the delay o Allocating details (level of class, the number of passengers, etc.) o The information about services, such as: hotel, transportation, and meal... o The information about Special Service Requirement, such as: UM, WCHR. (if any)

o Transfer passenger to other flight: − New Flight Number / Itinerary / Date / Number of Pax / Grade of Seat

o Other information concerning the delay: o Example:

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5.1.11 Denied Boarding Passenger

5.1.11.1 General Regulation

Definition

A Denied Boarding Passenger is a passenger holding a confirmed ticket and is present at the check-in counter at the proper time; however, he is off-loaded due to an overbooked situation.

Reasons for the situation

Passenger is denied boarding due to the following causes:

• The flight is overbooked. • A part or the whole of seat capacity is requested for government’s commission. • Change to a smaller aircraft configuration.

5.1.11.2 Handling Procedures

Identifying passengers who will be denied boarding and transferred to other flight

Principle

• If denied‐and the boarding situation is inevitable due to the reasons specified, it is necessary to identify the number of passengers who are considered to be denied boarding. • It is necessary to prepare the plan to transfer denied boarding passengers to other flights, ensuring the most conveniences for such passengers at the station.

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Identifying passengers

The following procedures will be applied to identify passengers who are considered to be denied boarding:

• VIP/CIP passengers. • Gold member • Silver member. • Standby passengers (passengers in waiting list at the station). • ID, AD, FOC passengers (with confirmed tickets). • Passengers travelling in groups (GIT, FIT), passenger’s own discount tickets. • Passengers who own one year applicable fare ticket (FIT). • Passengers whose relative (father, mother, wife, husband, child, brother or sister) is in serious illness or death. • Interline flight’s passengers. • Passengers denied boarding on previous QV flights. • Passengers denied entry or holding invalid Visa. • Passengers with serious illness with the confirmation of a doctor, oxygen is required, wheelchair or infants, UM(s), etc.

Transferring denied boarding passengers to other flights

The following procedures will be applied as the order of precedence:

• VIP/CIP passengers. • Gold member. • Passengers with serious illness with the confirmation of doctor, passengers using oxygen, wheelchair, pregnant women, or blind, infant, UM passengers, etc., who are accepted by Lao Airlines on the previous flight. • Passengers denied entry or holding invalid Visa. • The denied boarding passengers on previous QV flights. • F/C class passengers. • Connecting flight passengers. • Passengers whose relative; father, mother, wife, husband, child, brother or sister) is in serious illness or death. • Silver member. • Passengers own one‐year applicable fare ticket (FIT). • Passengers travelling in group (GIT, FIT), passengers who purchased discount tickets. • ID, AD, FOC passenger (with confirmed tickets). • Standby passengers having full fare ticket.

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Considering substitute flight: Apply procedures specified in section 6.1.4.

Transferring passenger to other means of transportation: Apply procedures specified in section 5.1.4.

5.1.11.3 Providing Services • Passengers will be provided communication, meal, hotel accommodation and ground transportation services during waiting times for substitute flight in case of delay/cancellations (regulations specified in section 5.1.4). • Providing services in the city where the situation occurs: In principle, denied boarding passengers are only identified when they are present and received services at the airport. In case of being informed in the city such passengers will be provided services during their waiting time for substitute flight in the city (regulations specified in section 5.1.4). • Remarks:

o Rerouted denied boarding passengers in the city would not be offered Denied Boarding Compensation as specified in section 5.1.11.4 below.

o The number of passengers remaining after arranging substitute flights must not be less than Max opening Capacity (“Max“ in Gabriel system)

5.1.11.4 Compensation

Exception

The following passengers will not be offered Denied Boarding Compensation:

• Passengers who do not comply with required formalities, such as:

o Security check, Customs procedures and Immigration regulation of local Authority. • Passengers do not comply with Lao Airlines regulations. • Passengers holding ID/AD/FOC or other specified tickets.

Applying scope

Denied Boarding Compensation will be offered to the following passengers:

• Passengers whose names were indicated in PNL and updated in ADL of the flight. • Passengers present at check-in counter at the appropriate time. • Passengers who have not arranged other flights (by Lao Airlines) within 4 hours after the original ETA.

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5.1.11.5 Compensation rates

International Flights:

Level 1 Level 2 Level 4 100 USD 70 USD 40 USD Passengers from VTE VTE-ICN Other Indochina’s routes connecting to international stations. VTE-CAN VTE-HAN VTE-SIN VTE-BKK VTE-KMG VTE-REP LPQ-JHG VTE-PNH VTE-CNX VTE-SGN

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Domestic Flights:

Level 1 Level 2 Level 3 20.00 USD=200,000 Lao 15.00 USD=150,000 Lao 10.00 USD=100,000 Lao Kip Kip Kip VTE-LPQ LPQ/VTE-ZVK/PKZ Other Routes VTE-PKZ VTE-ODY

• Remarks:

o The above policy is applied to all passengers buying full fare and discount tickets (group, tour, SPA, etc.) using Lao kip of foreign currencies.

o The policy does not apply for ID00/AD00 tickets. Other ID/AD tickets will be applied at the rate paid by passenger (For example: ID50 ticket will receive 50% of the above rate of DBC, ID75 ticket will receive 25% 0f the above rate of DBC)

o CHD and INF tickets will be applied at the rate paid by the ticket owner (For example: CHD 67% of the above rate of DBC). ‐ ‐ o Joint venture/code share flights will be applied the policy and regulations specified in the agreement between Lao Airlines and its counterpart.

Identifying Method

In principle, the sector used to identify the levels of applicable Denied Boarding Compensation is the first sector in which the passenger is offloaded (based on his PNR) regardless of other sections or collected coupons in his itinerary.

Example:

• A passenger’s itinerary VTE‐BKK/BKK‐LAX, the passenger is denied boarding at VTE, the sector used to identify the level of Compensation is VTE‐BKK, regardless of only having a connecting flight at BKK or including the coupons of BKK-HAN and HAN‐BKK (in his PNR the first sector is VTE‐BKK). • A passenger’s itinerary VTE‐HAN, the passenger is denied boarding at VTE, the sector used to itinerary the level of Compensation is VTE‐HAN, regardless of his transit at HAN (in his PNR the first sector is VTE‐HAN). • A passengers itinerary VTE‐KMG, the passenger is denied boarding at VTE, the sector is used to identify the level of compensation is VTE‐KMG, regardless of his transit at KMG (in his PNR the first sector is VTE‐KMG).

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Settlement procedures

• After filling in “Payment Order”, passenger will receive the Compensation from Lao Airlines Station Manager or the person who is authorized by Lao Airlines at the station. (See sample in 5.5.4). • Expenses arising from the time of waiting for substitute flight will be directly paid by the Station Manager or person who is authorized by Lao Airlines at the station. Settlement procedures are applied in accordance with regulation specified in section 5.1.4.

5.1.11.6 Calling For Volunteers to Giving Up Seats • Station Manager should actively call for volunteers who can give up their seats to others and receive the compensation from the Station Manager before making the decision to be offloaded from the flight. • The appeal should be politely and prudently given to each or certain groups of passengers, such as: students, tourist, etc. • The Station Manager, on behalf of Lao Airlines at the airport, should express the gratitude to such passengers for their kindness of behavior. • If necessary, the announcement calling for the volunteers may be made through the broadcast system at the airport. • Sample of announcement calling for the volunteers:

“Your attention please, Lao Airlines regrets to advise that, the flight QV ____ from ___ to ____ is over full and we cannot accommodate all passengers on the flight. Some passengers will be denied boarding and rescheduled for the next flight, which will depart at ____. Volunteers willing to give up their seat will receive compensation in the amount of ____.

We apologize for our inability to provide all passengers a seat on today’s flight. Thank you.”

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5.2 Change of Class

5.2.1 Definitions

• “Change of class” means upgrading or downgrading passengers confirmed seat class in a flight. • “Upgrading” means changing for higher seat class. • “Downgrading” means changing for lower seat class. • “Involuntary change of class” means changing passenger’s seat class (the change is requested by the carrier) regardless of passengers wish. • “Voluntary change of class” means changing passengers seat class at the passenger request and such request is accepted by the carrier.

5.2.2 Involuntary Downgrading

5.2.2.1 Definition

“Involuntary Downgrading” means changing for lower seat class (the change is requested by carrier) regardless of passengers wish.

5.2.2.2 Principle • Involuntary downgrading only applies to passengers holding valid and confirmed tickets of higher class. • Involuntary downgrading may be applied in the following cases:

o There is an over sale of the passenger’s seat class when other lower classes are available.

o Passenger has to change his flight due to certain reasons, such as: delay, cancellation, or denied boarding, etc. • Involuntary downgrading passenger is offered the priority of his original class, such as: higher level of free baggage allowance, Lounge Service for C class, etc. However, the passenger will be served meal and drink at the grade where he is downgraded.

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5.2.2.3 Handling Procedure

Identifying passengers

• If there is an over sale of higher seat class and other lower classes are available, the following procedures will be applied to identify passengers who will be downgraded:

o Passengers holding FOC tickets (except VIP/CIP). o Passengers holding ID/AD and other discount tickets. o Passengers holding full fare tickets. • In case of no vacancy in all classes, it is necessary to off-load a certain number of passengers to another flight, and downgrading of corresponding seats will be accomplished as described below.

Informing passengers

• After identifying the number of passengers who will be downgraded, the Station Manager has the responsibility to directly contact each passenger to politely and prudently explain the reason of the downgrading situation, informing passengers the services offered in such case, using the term “change of class” instead of “downgrading” when giving the explanation. • Hand out apology letter to the passenger (a sample of the letter is in section 5.5.5).

Refunding

• Downgraded passenger will be refunded the difference of the two classes of one‐way applicable fare. The amount will be paid in Lao KIP for QV domestic flight and USD for QV international flights. • The refunded amount is considered the difference between one‐way applicable public fares of C class and Y class. • In lieu of applying public fare, it is possible to apply C2 and Y2 fares. • QV applicable public fare will be applied in case of having both QV and YY public fares. • Where both published fares of QV and YY are available, QV fare will be applied. • The refunding amount to Laotian passengers owning Y2QV tickets and foreign passengers owning Y2 tickets in domestic sectors is the difference between C2QV and Y2V of C2 and Y2. • Refunding rate is based on current applicable public fares in accordance with the above procedures.

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• Passenger is required to sign on “Payment Order” form (sample in section 5.5.4); it is considered the audit document and the evidence to waive passenger’s complaint against the carrier. This form contains 3 copies as follows:

o Red copy is sent together with coupon concerned to finance department. o White copy for passenger. o Blue copy for station record. • In addition to the above refunding amount, passengers will be offered the amount of goodwill Payment as follows:

Goodwill payment applying to International flights:

Good will payment applying to Domestic Flights:

Level 1 Level 2 Level 3 20.00 USD=200,000 Lao 15.00 USD=150,000 Lao 10.00 USD=100,000 Lao Kip Kip Kip VTE/LPQ LPQ/VTE/ZVK/PKZ Other routes VTE/PKZ VTE/ODY

Goodwill payment applying to International flights:

• Passengers holding ID/AD tickets and other discount tickets will not be offered the above policy. Such passengers only receive the refunding amount of the difference between two classes at the current applicable rate. • In lieu of paying passengers the above in cash, MCO will be used instead. Passenger can use this MCO to buy QV tickets, pay for his excess baggage or change the MCO for cash at QV sales or representative offices. • MCO is only used when cash payment cannot be made. Therefore, the Station Manager at airport should prepare a quantity of cash for necessary situation.

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Informing Sections Concerned:

• Station Manager at the airport has the responsibility to inform sections concerned to prepare and provide services to passengers if necessary. • Inform Captain and Cabin Crew through “Special information to Cabin Crew” to prepare necessary assistance if necessary. • Inform down line stations to upgrade these passengers (if possible) as well as pay attention to them for their whole itinerary.

Returning The Passenger’s Seat to His Original Class:

• After refunding the difference between two classes, in such case, passenger has to repay the refunding amount that he received, except for the Good Will Payment.

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5.2.3 Involuntary Upgrading

5.2.3.1 Definition

“Involuntary Upgrading” means changing to higher seat class (the change is requested by the carrier) regardless of passenger’s wish.

5.2.3.2 Principle • Involuntary Upgrading only applies to passengers holding valid and confirmed ticket of lower class. • Involuntary Upgrading occurs when there is an over sale of the passenger’s seat class and other higher seat classes are available. • Involuntary Upgrading will not be applied to passengers who have bulky hand baggage, or who are children under 12 years old or are persons considered to cause inconveniences to other passengers in higher class. • Involuntary Upgrading will not be applied to passengers who travel in groups unless able to upgrade all members of the group. • If the itinerary contains more sectors, Involuntary Upgrading is applied to passenger who will disembark at the first intermediate station, then to others who will disembark at the second intermediate station and so on. • Expense: Involuntary Upgrading will be applied at Lao Airlines expense. • Involuntary Upgraded passenger is offered the priority in higher class, such as: meals or drinks. However, other priorities, such as: higher level of free baggage allowance, Lounge Service for C class, etc., will not apply. • In case of delay or cancellation, Involuntary Upgraded passenger is offered the priority in higher class from the time he is checked-in for substitute flight, such as: meals, drink, Lounge Service for C class, etc. However, higher level of free baggage allowance will not apply in such case. • Involuntary Upgrading is only considered after completing the check in process. The following procedures in section 5.2.3.3 must be applied as the precedence. • If the whole of higher class seats are not occupied, passengers who are offered to upgrade to the class, however, will be served drinks and meals as their original class.

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5.2.3.3 Procedure for Involuntary Upgrading

Identifying passengers:

• The following orders will be applied:

o VIP passengers o CIP passengers o Pilots (in their positioning mission) o Directors of LDCA Departments o Managers of Lao Airlines Company’s Departments, Deputy Managers of Lao Airlines company members.

o Passenger holding full fare tickets. Informing and changing passengers boarding pass:

• Station Manager is responsible to inform passenger about the upgrading decision and change boarding pass for the passenger. • The boarding pass may be changed before the passengers boarding time.

Informing sections concerned:

• Station Manager at airport has the responsibility to inform sections concerned to prepare and provide services to passengers if necessary. • Inform Captain and Cabin Crew through “Special Information to Cabin Crew” form to prepare necessary assistance if needed. • Inform down line stations to change appropriate seat class for such passengers if necessary.

5.2.4 Voluntary Downgrading

5.2.4.1 Definition

“Voluntary Downgrading” means changing for lower seat class at passenger’s request and such request is accepted by the carrier.

5.2.4.2 Principle • Voluntary Downgrading will be accepted in the following cases: - o Go show passengers holding high class tickets. o Passenger holding high class tickets that have no seats assigned to their tickets and are not confirmed.

o Passengers holding high class confirmed tickets but their names are not listed in PNL. • Voluntarily downgrading passengers will receive the services provides at the downgraded class.

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5.2.4.3 Handling Procedure • The Station Manager at airport has to fill in and sign on the “Endorsement” box on passenger’s flight coupon according to following sample:

• Refunding the difference of ticket fare: Passenger will receive the amount of the fare difference between two seat classes. • Informing sections concerned: Station Manager at airport has the responsibility to inform sections concerned (catering company, down line station, etc.) to prepare and provide services to the passengers in case of necessity.

5.2.5 Voluntary Upgrading

5.2.5.1 Definition

“Voluntary upgrading “means changing for higher seat class at passenger’s request and such request is accepted by the carrier.

5.2.5.2 Principle • If seat in higher class is available, Voluntary Upgrading will be applied to all passengers at their request. • Passenger has to pay for the fare difference between the two seat classes at applicable fare (applying the method of changing ticket). • Voluntary Upgrading passengers will be offered the priorities of the class that the passengers are upgraded to.

5.2.5.3 Handling Procedure • Check-in staff notes the case and indicates the amount of the fare difference between the two class ticket fares that is collected in passenger’s ticket. • Passenger’s original ticket will be revalidated by “validity” tag indicating the change of passenger’s seat class. The “ Endorsement” box will be indicated as follows:

o “Upgraded between ____ and ____ with MCO No ____” • Collecting the difference of two class ticket fare: MCO will be used in such case. Issuing MCO instructions will be separately communicated by Passenger Marketing Department. • The Exchange coupon of MCO is attached to corresponding flight coupon of the passenger ticket and both of them must be sent to Finance Department for settlement procedures.

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• Informing sections concerned: Station Manager informs the case to sections concerned and actively coordinates with sections to prepare and provide necessary service and assistance to the passenger, especially the following sections:

o Informing Captain and Cabin Crew through “Special information to Cabin Crew” to prepare necessary assistance.

o Catering company (to order meal supplementary) o Informing down line stations for preparing necessary assistance to the passenger.

5.2.6 Upgrading when both Low and High Seat Classes are Available

5.2.6.1 Principle • In cases of seat availability in both low and high classes, upgrading should be applied in the following order as precedence:

o VIP passengers o CIP passengers o Directors of LDCA Departments o Member of board of Management of Lao Airlines o Manager/Deputy Managers of Lao Airlines o Directors/ Deputy Directors of Airport Authorities o Pilots (in their positioning mission). o Directors/Deputy Directors of LDCA Departments. o Directors/Deputy directors of Lao Airlines Departments, Directors, and Deputy Directors of Lao Airlines company members. • The above passengers are offered the priority in higher class, such as: meals or drinks; however, other priorities, such as: higher level of free baggage allowance, Lounge Service for C Class, etc., will not apply. • Upgrading may be considered during check-in.

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5.2.6.2 Handling Procedures • Communicating the decision of upgrading: Station Manager has the responsibility to communicate the decision during passenger’s check‐in time. If the decision is made after check‐in time, the passenger’s boarding pass may be changed in the waiting Lounge before boarding. • Informing sections concerned: Station Manager informs the decision to sections concerned and actively coordinates with these sections to prepare and provide the necessary service and assistance to passengers, especially the following sections:

o Catering company for supplementary meal. o Informing the Captain and Cabin Crew through “Special Information to Cabin Crew” to prepare the necessary assistance.

o Informing down line stations to prepare the necessary assistance to the passengers.

5.3 Involuntary Re-routing

5.3.1 General Regulations

5.3.1.1 Definitions

• “Involuntary re-routing” means changing passenger’s itinerary due to carrier requirement regardless of passenger expectation. Re-routing includes:

o Change of sectors. o Change of carriers. o Change of flight number and ETD. o Change of seat class. • “Forwarding carrier” means the carrier (member or non‐IATA member’s carrier) responsible for the condition, which creates a need for involuntary change in the passenger’s journey. • “Original receiving carrier” means the carrier on whose flight a passenger is originally ticketed to be carried from a connection point. • “New receiving carrier” means a new air carrier or ground transportation carrier selected for onward carriage by the forwarding carrier from the point where an involuntary change becomes necessary. • “Misconnection” means when a passenger is unable to use reservation accommodation out of a connection point due to the late arrival or cancellation of delivering flight.

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5.3.1.2 Reasons • Changing itinerary or carrier may result for the following reasons:

o The delay or cancellation of a scheduled flight. o The operating carrier fails to operate a flight reasonably in accordance with schedule.

o The operating carrier fails to stop at a point to which the passenger is destined or is ticketed to stop over.

o The operating carrier causes a passenger to miss a connecting flight on which he holds a reservation.

o The operating carrier is unable to provide previously confirmed space.

5.3.1.3 The Responsibility of Forwarding Carrier and Applying Scope • Responsibility: Forwarding carrier is the carrier responsible for involuntary rerouting of its passengers. • Applying scope: Rerouting applies only to passengers holding “O.K.” tickets.

5.3.2 Handling Procedures

It is necessary to reroute passenger itinerary when the above reasons occur (delay, cancellation, etc.) in order to create favorable conditions for passengers completing their journey.

The following procedures may be applied:

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5.3.2.1 Considering Other Substitute Flights • Principle: appropriate solutions should be considered before making a decision to transfer a passenger to another substitute flight to minimize the passenger’s inconveniences and save the carrier’s expense. The passenger will not have to pay any additional tax or fee, even in case of extra charge occurring from the passengers rerouting. The limitation, such as validation, change of date, maximum and minimum time of transit/transfer, separate group, etc. is waived in case of involuntary rerouting. • Priority order: The following procedures will be applied:

o Transferring passenger to other QV flights having the same sector with the passengers original flight: the Station Manager at the city/station endorses (new flight number, date, ETD, etc.) on the passenger ticket.

o Transferring passenger to other QV flights not having the same sector with the passenger’s original flight. For example: The original itinerary of VTE/BKK may by change to VTE/CNX/BKK. ‐ o Transferring passenger to QV joint venture flights. o Transferring passenger to other carrier’s flights that Lao Airlines has special prorate Agreement (the list of such carriers may be queried at EZ8/3/4 on Gabriel system).

o Transferring passenger to other carrier’s flights that Lao Airlines has Interline Agreement (the list of such carriers may be queried at EZ8/3/2 on Gabriel system).

o Transferring passenger to other carriers.

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5.3.2.2 Identifying passenger

The following procedures will be applied in the following order as precedence:

• VIP, CIP passenger. • Gold member. • Passenger with serious illness and with the confirmation of a doctor, oxygen, wheelchair, pregnant women, blind passenger, infant, UM passenger, etc., who are accepted by Lao Airlines on a previous flight. • Passenger denied entry or holding invalid Visa. • The denied boarding passengers on previous QV’s flight. • C Class passenger. • Interline flight passenger. • Passenger who’s relative (father, mother, wife, husband, child, brother or sister is in serious illness or death. • Silver member. • Passenger holding one-year applicable fare ticket (FIT). • Passenger travelling in group (GIT, FIT), passenger owns discount ticket. • ID, AD, FOC passenger (with confirmed ticket). • Standby passenger having full fare ticket.

5.3.2.3 Informing Passenger • Passenger must be clearly informed about the substitute flight. • Transferring passenger to other flights may cause the delay or misconnection at intermediate station, in such case; passenger must be informed in advance about the issue.

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5.3.2.4 Ticketing and Reservation Procedures • No change of routing: When there is no change of routing (only change of operating carrier, passenger’s itinerary does not change) one of the two following options will be applied:

o Using the passenger’s original flight coupons for the itinerary. The Station Manager of the forwarding carrier has to endorse and sign the flight coupons.

o If the original flight coupons are not available, Flight Interruption Manifest FIM will be issued instead (See sample in section 6.5.7).

o For example: Original routing VTE‐PKZ/PKZ‐VTE (transit point: PKZ) involuntary rerouting at PKZ (passenger’s itinerary is unchanged: PKZ- REP). In such case, passenger’s original flight coupon has been extracted at VTE. FIM will be issued for PKZ-REP sector when transferring the passenger to other carrier’s flight. • Rerouting with a change itinerary: When there is a change of routing, the following procedures will be applied: the Forwarding carrier will issue a new ticket to the passenger However, when the Forwarding carrier is unable to do so; the receiving carrier may re‐ticket the passenger. • Entries in ticket:

o Enter new routing in “Good for Passage” box, mark off “X” by the new transit point.

o Enter the date and place of issuing ticket. o Rewrite the original ticket’s number in “Issued in exchange for” box in the new ticket.

o The following information of the original ticket must be transferred to the new ticket: − Passenger name; Fare basic; Tour code; Fare calculation; Fare; Equivalent fare paid; Tax; Total; Not valid before; Not valid after; Endorsement/ Restrictions.

o Indicate the reason for involuntary rerouting in the box “Endorsement/Restrictions” For example: INVOL REROUT DUE TO QV312 CANCELLED.

o Enter the code of carrier having SPA with Lao Airlines in the box “Endorsement/Restrictions”. For example: Original routing: VTE‐VN/PAR, and new routing: VTE‐(VN)‐HKG‐(CX)‐PAR, the remark “VN/CX SPA” must be entered in “Endorsement/ Restriction” box. It must be entered “Non-Endorsable, YY/VN SPA” in passenger’s coupon when transferring the passenger to the following carriers: BG, BL, BR, CA, CX, IB, KA, LO, MU, OZ, UB, UN. • Confirming invalid coupon (in passenger’s original coupon): New receiving carrier will enter “EXCHANGE” or other appropriate words in passenger’s original flight coupon confirming the coupon is invalid after new ticket has been issued to avoid forging or cheating. The forwarding carrier will keep this coupon for the purpose of comparison and settlement.

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• Flight Interruption Manifest (FIM): FIM will be used instead of ticket when necessary (for example: time restriction, etc.). However, considering the complicated procedure for settlement, FIM will only be used as the last option (instruction for issuing FIM will be separately communicated by Passenger Marketing Department). Each form of FIM contains 3 or 4 copies with its serial number:

o 1 or 2 white copies for new receiving carrier (depending whether the itinerary contains 1 or 2 sectors). In case Station Manager of new receiving carrier is not present at the station, the white copy shall be transferred to the leader of passenger group (avoid putting non-related passengers in same group). This copy of FIM shall be used as ticket for check‐in to the new receiving carrier.

o Yellow copy will be sent together with flight coupons and travel documents concerned to issuing FIM’s Finance Department.

o Pink copy: for issuing FIM station record.

5.3.2.5 Providing Services for Involuntary Rerouting Passenger • Station Manager at rerouting point informs the down line stations concerned about the case and to prepare and provide necessary assistance for the passenger. • If the passenger fails to take his connecting flight at the intermediate station, it is necessary to rebook and arrange a substitute flight for the passenger at his request. Station Manager at the station informs concerned sections to prepare and provide services (meals, drinks, hotel accommodation, etc.) as well as the necessary assistance for the passenger, especially for those requiring special services (UM, infant, etc.).

5.3.2.6 Refunding • When involuntary rerouting occurs as the reasons indicated in article 5.3.1.2, if a passenger refuses to use Lao Airlines services and requests a refund, the Station Manager would refund him according to current applicable procedures without any additional charge. • In case of a partial completion of the itinerary (for example: a flight from A to B has to divert to C. At C point, passenger refuses to use of Lao Airlines services and requests a refund): the passenger shall be refunded the amount equivalent to one year applicable fare from the point of diversion (C point) to the original destination (one year applicable fare from C to B). This principle is also applied when the distance from A to C is longer than the distance from A to B. If the applicable fare from C to B is not available in the booking system, the Station Manager should consult the Passenger Marketing Department. In this case, the Station Manager shall use a “Payment Order” for refunding (because the flight coupon has been collected at the original departure point). The settlement document includes;

o Payment Order (see sample in section 6.5.4) o The copy of the passenger’s coupon or the manifest with ticket number. o Irregularity report with the signature of Station Manager at the airport.

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5.3.2.7 Free Baggage Allowance

Free baggage allowance policy to involuntary rerouting based on the passenger’s seat class. The forwarding carrier has the responsibility to transfer the passengers checked baggage to receiving carrier or deliver the baggage at the passenger’s request.

5.3.2.8 Arising Cost • Forwarding carrier has the responsibility to cover all expenses arising from involuntary rerouting cases, such as: meal, drink, hotel accommodation, communication, etc. during passengers waiting time at connection point. • However, such expense should not exceed the passenger’s essential needs. • Forwarding carrier has to refund passenger the fare difference in case of involuntary downgrading (see section 5.1.9).

5.3.3 Using Ground Transportation

The following regulations will be applied when Lao Airlines is both the forwarding and receiving carrier and using ground transportation during rerouting.

5.3.3.1 Applying Scope

These regulations will be applied when Lao Airlines has the responsibility to arrange ground transportation to reroute its passenger’s itinerary due to a QV delay, cancellation or diversion to an alternate station.

Therefore, the ground transportation will be included in the contract between Lao Airlines and its passengers.

• This procedure only applies for QV Domestic flights. • Deputy Managers of Regional Offices and Operation Control Centers are the persons who decide to arrange the ground transportation in case of a QV delay, cancellation or diversion.

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5.3.3.2 How to consider

The following conditions are to be used on whether or not to arrange ground transportation:

• Has the station signed the contract (with specified company) to provide ground transportation for passenger if necessary? • The quality of the ground transportation facility at the station. • Insurance regulations (for both passenger and baggage) must be observed in accordance with the QV insurance section’s instructions. • Lao Airlines cannot arrange substitute flight within a day. • Ground transport facilities and actual service handling conditions are possible to provide such services for passengers. • It is necessary to consider other factors concerned, such as: the number of passengers requiring transport, the expense of ground transport (in comparison with the expense of air ticket fare and hotel, communication, etc.).

5.3.3.3 Handling procedure

• Situation 1: Rerouting at regional departure station and transferring passenger to final destination:

o Issue “Involuntary rerouting of transportation” form to passenger (see sample in section 5.5.6.) and instruct him to sign the form, collect and check the total number of these forms (in comparison with the number of involuntary rerouting passenger).

o Collect the corresponding passenger’ flight coupon(s) and send them to QV Finance Department as specified regulations.

o Make the list of passengers who will be carried by ground transportation (see sample in section 5.5.7).

o If passenger has been checked‐in, collect his boarding pass and return his baggage before issuing “involuntary rerouting of transportation” form.

o Drop passenger at arrival station or in the city at his request. • Situation 2: Rerouting at alternate or intermediate station and transferring passenger to final destination:

o Issue “involuntary rerouting of transportation” forms to passenger and instruct him to fill in and sign on the form, collect and check the total number of these forms (in comparison with the number of involuntary rerouting passengers).

o Make the list of passengers who will be carried by ground transportation. o Return the passenger baggage. o Drop passenger at arrival station or in the city as his request

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• Situation 3: Rerouting at original departure station, transferring passenger to intermediate station then arranging the flight to final destination.

o Inform and allocate seat for passenger for the new sector. o If passenger has been checked‐in, he will be returned his baggage and original flight coupon (the flight coupon endorsed by Station Manager)

o Issue “Involuntary rerouting of transportation “form to passenger at check‐in counter to avoid mishandling. If passenger has been checked‐in, collect his boarding pass and issue “involuntary rerouting of transportation” and complete passenger name list as specified above.

o Passenger will be checked‐in at intermediate station.

5.3.3.4 Other Regulations

• Providing necessary items: the following items will be kept by the driver or assignee:

o Medical kit bag o Drinking water o Sick bag, antiseptic o Mobile phone for driver or assignee (if necessary)

5.4 Vouchers and Settlement

5.4.1 Passenger Service Voucher

5.4.1.1 Type of passenger service vouchers

Passenger Service Vouchers used to provide services or payment for passenger includes:

• Service Voucher (see section 5.5.3) • Payment Order (see section 5.5.4)

5.4.1.2 Guidelines for the usage of vouchers

Service Voucher:

• Applying scope: This kind of voucher applies for providing meal/refreshments, ground transportation, hotel accommodation service, etc., in case of a delay, cancellation, layover, denied boarding in accordance with specified regulations concerned. • The content of vouchers:

o Service Vouchers are audited based on the serial number. o Each includes 3 copies as follows:

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− 1 Pink Copy: issue to passengers to receive services. The company providing the services will use this copy as audit document to bill to Lao Airlines. − 1 White Copy: hand to passenger. The providing company uses it as document record. − 1 Blue Copy: for issuing office record.

o Information of passengers includes: − “Passenger’s name” box: the number of passengers in group (if passengers travelling in group).

o Information of voucher: − The reason of issuing vouchers (“The reasons of issuance” box). − Name and signatures of the person who issues the voucher (“Authorized by” box). − Issuing date and the stamp of issuing office (“Date of issue” box). − Providing company (“Vendor” box).

o Expire date of Voucher: normally the Service Voucher will be effective between 24 hours from time of issue.

o Information about provided services (meal/refreshments, transportation, hotel accommodation, etc.). • Filling in Voucher:

o Passenger’s name must be entered in “Passenger’s name” box applying procedures of ticketing. If passengers are travelling in a group, the number of passengers must be entered in “No in Party” section.

o Reason of issuing voucher must be indicated in “Reasons of Issuance” box by circling the appropriate reason(s).

o Provided services, such as: hotel accommodation, meal/refreshment: − Do not cross out the box that is in accordance with the specific service to be provided. − Cross out the box or boxes which indicate the service(s) not to be provided. (This enables control of the services that have been provided).

o In case of ground transportation service: departure and destination of the itinerary must be indicated in the voucher.

o Name of the staff member who issued the voucher (in block letters) and issuing date must be indicated in appropriate box, the stamp of issuing office is also required to indicate in the voucher. • Issuing procedures:

o When need arises to provide services, such as: Meal/Refreshment, Transportation, Hotel Accommodation, Station Manager issues the voucher in accordance with above specified procedure.

o Deliver 2 copies (pink and white copies) to passengers and instruct them how to obtain the services.

o Blue copy: for issuing office.

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o The company providing the services collects pink and white copies from passengers. Pink copy will be used to bill to Lao Airlines as audit document and white copy as company’s record.

Payment Order

• Applying scope: This voucher will be used in case of denied boarding, involuntary downgrading, goodwill and refund of difference fare situations as procedures specified in sections 5.1, 5.2, and 5.3 above. • Handling Procedures:

o Station Manager fills in the “Payment Order” and directs passenger to sign on the voucher.

o Deliver pink and white copies to the passengers and explain to them the amount of compensation/goodwill/refund they will receive.

o The Station Manager keeps blue copy as station record. o Passenger keeps white copy, pink copy will be kept by the cashier after paying passenger the amount of compensation; this copy is collected to bill Lao Airlines as audit document. • Remark:

o In overseas and domestic stations, the Station Manager directly pays the amount of compensation and keeps pink copy as audit document.

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5.4.2 Settlement procedures

The services provided for passengers mentioned in this Manual are in accordance with the contract between Lao Airlines and the company concerned. Vouchers or other documents issued by Lao Airlines will be used to receive the services from such company and considered as audit documents to bill Lao Airlines.

5.4.2.1 Settlement procedures • Station Manager issues “Service Vouchers” to passenger as specified in procedures above. • After providing service, the vendor dispatches invoices, enclosing documents concerned to the Station Manager, including the pink copy which is received from passenger. • Station Manager checks and confirms the services indicated in the company’s invoices, sending these invoices or documents concerned (including the pink copy of voucher) to Finance Section. • Finance Section settles the payment based on the above documents and invoices. • Finance Section of each station collects all invoices and documents concerned, sending them to Finance Department at the end of balance sheet. The report of delay, cancellation, denied boarding situations and other necessary reports are also required to send Marketing Service Department. • Regarding Domestic Regional stations, invoices and documents concerned must be sent to Finance Section of Regional Offices. The Regional Offices have the responsibility to check the invoices and documents above and directly settle the payment for these stations. The Regional Offices will collect all invoices and documents concerned arising from the above stations and from it to settle the payment with Finance Department. • Finance Department settles the payment with Regional Offices based on the legal invoices and documents concerned being sent from its Finance Sections. • Marketing Service Department base on daily and monthly station’ report of all Domestic and Oversea station will cooperate with QV Finance Department to settle the payment arising from each station.

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5.4.2.2 Settlement procedures for the expense of compensations • In case of denied boarding, downgrading, Good Will Payment, refunding the difference of ticket fare: The Station Manager directly settles the compensation and ask passenger to sign on the “Payment Order”. This pink copy will be used as audit documents to settle the balance.

o Collection of invoices: the invoices collected by Station Manager includes: − “Payment Order” with the signature of passengers and the Station Manager (pink copy) enclosed with the name list of passengers who received the amount of compensation. − In case of involuntary downgrading: a copy of passenger’s flight must be sent to QV Finance Department. • Balancing:

o Station Manager sends invoices and documents concerned to its Finance Section.

o Finance Sections collect the above invoices and documents concerned, make the outlay account report and send all of them to Finance Department. The report of delay, cancellation, denied boarding situations and other necessary reports are also required to send Marketing Service Department at the time.

o Finance Department settles the payment with Regional Offices based on the legal invoices and documents concerned being sent from its Finance Sections.

o Marketing Service Department, based on daily and monthly station report of all Domestic and Overseas stations, will cooperate with Finance Department to settle the payment arising from each situation. • Remark

o At the stations where Lao Airlines uplifts meals, such as: VTE/LPQ/PKZ settlement procedures will be in accordance with the contract between Lao Airlines and catering company at each station concerned.

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5.5 Irregular Handling Forms

5.5.1 Delay Message Form - Outside

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5.5.2 Delay Message Form – Inside

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5.5.3 Services Voucher

Reasons of Issuance

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5.5.4 Payment Order

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5.5.5 Apologize Form In Case of Involuntary Downgrading

5.5.6 Involuntary Rerouting Of Transportation

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5.5.7 Passenger Name List Using Ground Transportation

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5.5.8 Flight Interruption Manifest (FIM)

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6 Priority Passenger Handling ...... 6-1 6.1 Business Class Passengers ...... 6-1 6.1.1 General Policy ...... 6-1 6.1.2 Reservation and Pre‐Flight Handling ...... 6-1 6.1.3 Check‐in Procedures ...... 6-1 6.1.4 At the lounge and Boarding Area ...... 6-3 6.1.5 In‐Flight Services ...... 6-3 6.1.6 Disembarking ...... 6-4 6.1.7 Baggage Handling ...... 6-4 6.2 VIP/CIP Passenger ...... 6-5 6.2.1 Classification ...... 6-5 6.2.2 General Regulations ...... 6-6 6.2.3 Handling Procedures ...... 6-7 6.2.4 Baggage Handling ...... 6-9 6.2.5 Informing Sections Concerned ...... 6-10 6.3 List of Ministerial and Government Agencies and Other Central Organizations ...... 6-11 6.3.1 Ministerial agencies ...... 6-11 6.3.2 Agencies attached to the Government ...... 6-12 6.3.3 Central Committee and National Assembly Agencies ...... 6-13 6.4 Member of Champa Muang Lao (CHM) ...... 6-14 6.4.1 General Condition ...... 6-14 6.4.2 Handling Procedures ...... 6-16

Intentionally Left Blank

6 Priority Passenger Handling

6.1 Business Class Passengers

6.1.1 General Policy • Business Class passengers should be attended to with superior customer service. • Only staff that have the experience and skill to handle Business Class passengers should interact with these passengers. • Lao Airlines staff should make themselves readily available to assist Business Class passengers with any documentation and/or airport procedures such as; check-in, customs and immigration, business lounge, boarding.

6.1.2 Reservation and Pre‐Flight Handling

• Special Service requirements (SSR), such as: window seat, special meal, etc., will be in accordance with the policies specified in various Lao Airlines manuals and documents, please observe the following principles:

o Special service requirement must be indicated in SSR section of passengers PNR in accordance with AIRIMP’s (Reservations Interline Message Procedures - Passenger ) standard format

o Special meal request must be informed 24 hours before ETD; otherwise, booking staff must consult SSR control center or Station Manager for Approval • Passengers’ special service requirement will be handled based on the method” first come, first serve”. If unable to provide the service as passenger’s request, a prudent explanation and apology should be given to the passenger.

6.1.3 Check‐in Procedures

6.1.3.1 Principles • Business Class passengers will be checked‐in at a dedicated separate counter designating the area for Business Class passengers. The counter will contain at a minimum flowers, carpet, and separate barrier. • Supervisor/Station Manager is required to be present to assist Business Class passengers and ensure check‐in procedures are handled smoothly. • Ensure Business Class passengers are well informed about their flight with updated information. All services provided for Business Class passenger are free of charge (except airport tax).

6.1.3.2 Handling Procedures • At the check‐in counter, check‐in staff must welcome passenger upon receiving his travel documents, such as: ticket, passport, and visa. For example: “Sir/Madam, may I have your ticket and passport, please?” • Carefully check SSR information and try to satisfy Business Class passengers request or actively answer their questions. • Attach “Priority Baggage Tag” to Business Class passengers’ baggage. Do not apply this tag to involuntary upgraded passengers’ baggage. • Claim Baggage Tag is attached to passengers’ boarding pass. • Remind passenger of the following information:

o His passport/visa/boarding pass o The number of pieces of baggage checked to his final destination. o Time and gate of boarding. • Issue boarding pass (passengers name, flight number are indicated in the boarding pass) and “Invitation Card” to Business Class passenger. • Direct Business Class passengers to the Lounge for Business Class, greeting them for a good journey. For example: “Sir / Madam, the check‐in procedure is complete, we would like to invite you to the Lounge. Have a good journey and good bye”. • Using Business Class passenger’s name during check‐in time will be appreciated. For example, “Mister Smith, may I transfer your baggage to the conveyor now”? • Arguing about passenger’s excess baggage should be avoided. The excess baggage is accepted if not exceeding 5 kg in comparison with free baggage allowances weight, in such case, check‐in staff should remind the passenger that he is offered the priority of Lao Airlines policy for Business Class, however, this policy is only communicated and applied during passengers check‐in time; otherwise, passenger has to pay for his excess baggage according to Lao Airlines current applicable procedures. • Business excess baggage claim should be prudently solved by a Supervisor or Station Manager. • Baggage information will be indicated on the Load Sheet and CPM, informing down line station the number and position of the baggage pieces in order to quickly off‐load the baggage at the station. • The Business Class check-in counter should close last to accommodate any late arriving passengers. • Ground staff completes “Special Information to Cabin Crew” form, Business Class seat map, including passenger’s name, and transfers them to Cabin Crew for handling.

6.1.4 At the lounge and Boarding Area • At Wattay Airport: Business lounge is arranged to serve Business Class passengers. At other airports, it is necessary to sign the contract providing Lounge service for Business Class passengers. • The Business Class lounge shall have well equipped facilities and presentable to passengers that includes working Wifi, air conditioning, communications, and food service. • Newspapers, magazines and other publications (in Laotian and English languages) must be available in the lounge. • Passenger can make telephone call (local) free of charge in the Lounge. Otherwise, passenger has to pay for long distance call. • “Invitation card” will be collected at the Lounge’s gate and considered an audit document for settlement procedures. • Staff must be available to serve passengers in the lounge, frequently informing Business passengers with updated information about their flight. • If requested, the Business passenger should be boarded last and should be given a "Thank You" for flying Lao Airlines. • If required, wet weather articles should be made available such as an umbrella or raincoat.

6.1.5 In‐Flight Services • Cabin Crew welcomes passengers and assists them to find their seats and locate their baggage. • Business Class passengers items, such as: jacket and umbrellas will be carefully kept by Cabin Crew until being returned to the passenger at his arrival station. • Passengers are offered welcome drinks before the aircraft takes off. For example: “Ladies and Gentlemen would you like something to drink now?” • Cabin Crew should pay attention to “Special Information to Cabin Crew” in order to serve Business as per the passengers’ request. • Meal and drink service should be offered to Business Class passengers and the cabin crew should make note of each passenger’s request to ensure the passenger receives the correct order. • If required the cabin crew should assist the passengers with any customs or immigration forms. • Business passengers will be disembarked first. • Cabin Crew has the responsibility to thank and say “good-bye” to Business Class passengers before leaving the aircraft.

6.1.6 Disembarking • Whenever possible, Business Class passengers should be transferred to the terminal separately and their baggage should be offloaded first. • Lao Airline staff will need to be available upon arrival to assist any Business Class passengers with airport formalities.

6.1.7 Baggage Handling • When required, porters should be made available to assist passengers with baggage. • Baggage should be offloaded first and delivered to the passenger first. To facilitate this, the Business Class passenger's baggage should be loaded last at airport of departure so that it can be offloaded first upon arrival.

6.2 VIP/CIP Passenger

6.2.1 Classification

6.2.1.1 VIP Passenger

• Category 1: The leaders of Communist Party, Nation and Government, such as: Secretary General of Communist Party, National President, Vice National president, Prime minister, Deputy Prime minister, Chairman of National Assembly, Vice Chairman of National Assembly, Members of Politburo, other personnel specified by Lao Airlines authority. • Category 2: Ministers, National Assembly members in office, Mayors and secretaries of central provinces or cities, General of the Army, Commander‐in‐chief of armed forces, Members of Central Committee, Chief of the General Staff, other ministerial levels. • Category 3: Deputy-Ministers, Vice Mayors and Secretaries of Central Provinces or Cities Ambassador Plenipotentiary and Extraordinary (APE) of Lao in overseas countries or the APE of other countries in Lao, Mayor General. • The list of agencies and organizations, which are the members of Communist Party, Nation and Government equivalent to Minister and Prime Minister, is specified in section 7.3.

6.2.1.2 CIP Passenger

• Category 1: Heads of Civil Aviation Administration of Lao (CAAL), Directors of other Airlines (Chairman/Vice Chairman; President/Vice President; Director General/Deputy Director General). • Category 2: Heads of Companies/Organizations or Personnel who have close Business relationship with Lao Airlines Cooperation (approved by the heads of Lao Airlines cooperation).

6.2.2 General Regulations

6.2.2.1 Standard of Services

VIP Passenger: • Category 1:

o By virtue of their special status, Very Important Persons (VIPs) are accorded preferential treatment when they travel on QV flights.

o VIPs are offered the priority to reserve seats at their request. It is necessary to offload other passengers (in C or Y class) to provide seats for VIPs in certain cases.

o VIPs are offered to check‐in at VIPs or Business Class check‐in counter. o Seat allocation will be made at VIPs request. o VIPs in this category will be offered the priority to upgrade, even in case of offloading other passengers

o QV Station Manager or other authorized person must be present at the airport to meet and assist VIPs from arriving until their leaving the airport.

o VIPs are invited to Business Lounge if VIP lounge is not available. • Category 2:

o Passengers are offered to check‐in at VIPs or Business Class check‐in counter.

o Seat allocation will be made as the passenger’s request. o Passengers will be offered the priority to upgrade, if seat available in higher class.

o Offloading is not allowed in case of overbooking. o Station Manager/Supervisor at Overseas and Domestic airports has the responsibility to meet and assist such passengers from arriving until their leaving the airport.

o Passengers are invited to Business Lounge if VIP Lounge is not available. • Category 3:

o Passengers are offered to check‐in at VIPs or Business Class check‐in counter.

o Seat allocation will be made as the passenger’s request. o Passengers will be upgraded, if seat available in higher class. o Offloading is not allowed in case of overbooking. o Duty staff has the responsibility to meet and assist such passengers. o Passengers are invited to Business Lounge if VIP’s Lounge is not available.

CIP Passenger: • Category 1:

o Passengers are offered the priority to reserve and be allocated seats at their request.

o Passengers are invited to check‐in at Business Class counter even if they own Economy Class ticket.

o Passengers will be upgraded, if seats are available in higher class. o Station Manager/Supervisor at Overseas and Domestic airports has the responsibility to meet and assist such passengers.

o Passengers are invited to Business Lounge even if they own Economy Class ticket. • Category 2:

o Passengers are offered to be allocated seats at their request. o Passengers are invited to check‐in at Business Class counter even if they own Economy Class ticket.

o Passengers will be upgraded, if seats are available in higher class. o Duty staff has the responsibility to meet and assist such passengers. o Passengers are invited to Business Lounge even if they own Economy Class ticket. • VIP/CIP handling procedures must be carefully considered to ensure all services provided for passengers are met with a high standard quality and passengers’ requirements. • Try not to identify VIPs among others if such VIPs do not want to be recognized. • The services offered to VIPs/CIPs must be prudently and separately handled so that other passengers do not feel differential treatment.

6.2.3 Handling Procedures

6.2.3.1 Preparation • The following procedures will be applied upon receiving VIP/CIP information from Space Control Center:

o Liaise with airport or other authorities concerned, especially protocol section to prepare necessary service and assistance for VIP/CIP.

o Assign duty staff to meet and assist VIP/CIP based on the specified category above. • Booking staff will confirm information and notify sections concerned of the time of VIP/CIP arriving at the airport in order to prepare. • VIP/CIP requirements are automatically transferred to departure station or other sections concerned. • VIP/CIPs boarding pass should be prepared in advance at departure station for such passengers’ convenience.

6.2.3.2 Check‐in Procedures • VIP passenger:

o VIPs are offered to check‐in at Business counter. o VIPs are invited to VIPs Lounge by duty person of the government (if any). o VIPs are invited to Business lounge if VIP Lounge is not available. o Lao Airlines will provide the following services for VIPs: − Based on the above specified category, Station Manager, Supervisor or duty ground staff at Oversea and Domestic airports has the responsibility to meet and assist VIPs, greeting and introducing them to purser of the flight at station. − VIP’s checked baggage is attached VIP and Priority Baggage Tags. − VIP’s special requirements are indicated in “Special Information to Cabin Crew” for handling onboard. − Ensure VIPs convenience and try allocating seat as VIP requests. • CIP passenger:

o CIP are offered to check‐in at Business Class check‐in counter. o Ensure CIPs convenience and try to allocate seat as CIP requests. o CIP’s checked baggage is attached Priority Baggage Tags. o CIP’s special requirements are indicate in “Special Information to Cabin Crew” for handling onboard.

o Based on the above specified category, Station Manager or duty ground staff has the responsibility to meet, assist, and invite CIP to Business lounge.

o Duty ground staff has the responsibility to greet VIPs and introduce them to purser of the flight.

6.2.3.3 In the Lounge: • VIP Lounge

o VIPs are invited to VIPs Lounge. o VIPs are invited to Business Lounge if VIP Lounge is not available at the station.

o Duty ground staff must be available in the Lounge to assist VIPs as necessary. • CIP lounge

o CIPs are invited to Business Lounge. o Duty ground staff must be available in the Lounge to assist CIPs as necessary.

6.2.3.4 Embarkation • VIPs/CIPs are arranged to embark the aircraft last. • VIPs/CIPs are transferred to the aircraft by VIPs/CIPs car or Business Class car. If such cars are not available and the flight does not operate C class, VIP/CIP will embark the aircraft together with Economy class passengers.

6.2.3.5 On the Flight

VIP/CIP will be offered the services of his class; however, the following should be remarked:

• Much attention must be made by Cabin Crew to assist VIP/CIP onboard. • Pay attention to VIP/CIP special requirements indicated in “Special Information to Cabin Crew”. • Be ready to assist VIP/CIP as necessary. • Purser of the flight has the responsibility to introduce VIP/CIP to Station Manager or Supervisor at intermediate stations to meet and assist such passenger.

6.2.3.6 Disembarkation • VIP/CIP are arranged to disembark the aircraft before others. • Ground staff has the responsibility to assist VIP/CIP to receive their baggage at arrival station.

6.2.4 Baggage Handling

6.2.4.1 At Departure Station • VIP/CIP checked baggage is attached priority or VIP (in case of VIP baggage) baggage tags. • VIP/CIP checked baggage is loaded last together with Business Class passengers checked baggage. • Inform intermediate and arrival station VIP/CIP baggage loading, including: the number and loading position in the aircraft, and reminds all sections concerned to avoid mishandling and damages.

6.2.4.2 At Arrival Station • Ground handling section at arrival station has the responsibility to assign duty persons to offload VIP/CIP baggage at the station. • VIP/CIP baggage is off-loaded together with Business Class passengers’ baggage before others. If VIP/CIP travels in Economy Class, his baggage is sorted and returned to him by ground staff at arrival station. • Ensure all VIP/CIP baggage is correctly delivered to the owners at arrival station.

6.2.5 Informing Sections Concerned • Space Control Center has the responsibility to inform sections concerned VIP/CIP passengers, the information must include the followings:

o VIP/CIP name, function and sex. o Flight number, date, ETD, ETA. o VIP/CIP requirements. o Departure, intermediates, arrival station. o Schedule time of VIP/CIP at departure airport. • In case of VIP/CIP being recognized at departure airport, the Station Manager or duty ground staff has the responsibility to inform down line stations VIP/CIP passengers on QV flights. • In case of VIP/CIP being recognized at transfer desk (of other airlines) without informing Lao Airlines, the duty person of the station concerned has the responsibility to inform of VIP/CIP passengers. • Continue liaising with all stations concerned for the whole of VIP/CIP itinerary.

6.3 List of Ministerial and Government Agencies and Other Central Organizations

NOTE: The leader will receive service standard of VIP Category 2, the deputy will receive service standard of VIP Category 3.

6.3.1 Ministerial agencies • Committee for Ethnic Minorities and Mountainous Area. • State Inspectorate. • State Bank of Lao. • Government Committee on Organization and personnel. • Office of the Government • Committee for Physical Training and sports.

6.3.2 Agencies attached to the Government • National Committee for population and family planning • Lao Committee for Child Protection and care. • Directorate general of post and Telecommunication. • General Department of Tourism. • General Customs Office. • General of Statistics. • Meteorology and Hydrology. • General Administration of Land. • Lao Civil Aviation Department. • General of Pricing Committee. • Government Committee for Religion. • Government Committee on National territory. • Government Committee on Cipher. • National Academy of Political Science. • National Institute of Public Administration. • National Center of Social Science and Humanity. • National Center of Natural Science and Technology. • Voice of Lao. • Lao news Agency. • Lao Television. • State Audit of Lao. • National Reserve Department. • State Stock Committee. • Lao Social Insurance. • Lao Mausoleum Management Board.

6.3.3 Central Committee and National Assembly Agencies • Office of the Central Committee. • The Central Commission for Politic and Internal Affairs Protection. • The Central Commission for Mass Mobilization. • The Central Commission for External Relation. • The Central Commission for Economy. • The Central Commission for Home Affairs. • The Central Commission for Organization and Personnel • The Central Commission for Ideology and Culture • The Central Commission for Science and Education • The Central Commission for Finance and Logistic • Inspection Board of the Party Central Committee • People’s Newspaper. • Communist Magazine. • Office of the National President. • Office of the National Assembly. • Lao Fatherland Front. • Supreme People’s Procurement. • Supreme People’s Court. • Lao General Confederation of Labors. • Lao Communist Youth Union. • Lao Women’s Union. • Lao Organization of Veterans. • Lao Farmers Union.

6.4 Member of Champa Muang Lao (CHM)

6.4.1 General Condition

6.4.1.1 Handling Principle

The handling of CHM members must ensure the following conditions:

• Observe CHM handling regulations as specified in FFP regulations • Fully respond to CHM’s service requirements within capabilities of Lao Airlines. • CHM member is welcomed with hospitably and served by airline’s staff from arriving to leaving the airport. • CHM publications are always available to serve CHM member, including: CHM application form and other publications at check-in counter and Business Lounge. • CHM members are offered priority service without deduction to his account. • Silver or Gold Members using reward ticket is offered priority service at airport even if he is using normal ticket. • Reward ticket user accompanying Silver or Gold Members is also offered priority services provided at airport, including access to Lounge; however, accompanying reward ticket user is not allowed to invite his companion to join him in the lounge.

6.4.1.2 Scope of Providing Service

The following procedures will be applied:

• International flight (regular or irregular flight) operated by Lao Airlines, except charter flights. • Domestic flights (regular or irregular flights) operated by Lao Airlines, including short haul flights that are not allowed to credit, except charter flights. • Lao Airlines joint venture flights operated by other carriers have QV’s passenger. With code share flight (including seat exchange or block seat) operated by other carries having Lao Airlines’ passenger will not be offered the priority of providing service at airport until an agreement is made between parties concerned, in such case, database report will be required as specified in “flight data report regulation” stipulated by CHM Center. • Domestic short haul flights which are not allowed to credit will be offered the provided priority services at airport (separate check-in counter, C Lounge, free baggage allowance, other privileges, etc.), flight database update and report of CHM members using normal ticket of these flights are not required, however, the database update and report of CHM members using reward ticket will be required (as regulations stipulated by CHM Center).

6.4.1.3 Service Standard at Airport for CHM Members

CHM members are offered the following additional services at the airport:

• Service for Gold Members: when showing Gold Members card at the check-in counter, the passenger is offered the following services regardless of his grade.

o Separate check‐in counter: Gold Members are offered check‐in at C class check-in counter at airport, in Lao or Oversea, even if they have a Y class ticket. At the check-in counter, the signboard showing CHM’s logo and the bilingual words Lao – English GOLD‐ MEMBER is added, if there is no signboard, the words “GOLD MEMBER” appears in the electric indicator instead of current words “PPP”. For flights that do not operate C class, a separate check‐in counter is required to serve Gold Members, the overhead signboard or electric indicator is also required. For a joint‐venture flight, such as QV/VN flights (operated by VN) having Lao Airlines passengers, Gold Members are also offered to check‐in at the C class check‐in counter. Lao Airlines in Hanoi has the responsibility to inform sections to provide services.

o Priority acceptance: seat arrangement is offered to Gold Members in case of delay, cancellation, and reconfiguration of flight after considering the priority of VIP/CIP in the same grade.

o Involuntary upgrading policy: after VIP/CIP priority, Gold Member is offered to upgrade if his reserved seat is occupied and the higher grade of seat is available.

o Extra baggage allowance: 15 kg more than normal baggage allowance for C class and 10 kg more for Y class are offered to Gold Members. Where piece standard applies, one more piece will be accepted.

o Priority Baggage Tag: The baggage is attached Gold Member’s identity sticker or Priority Baggage Tag, and handled as C class baggage.

o Business Class Lounge: Gold Members are invited to the Business Class lounge in spite of having a Y class ticket. In terms of joint‐venture flights, such QV/VN flight by VN, having QV’s passengers, Gold Members are also invited to the Business Class Lounge of that carrier’s, the Lao Airlines representative at the airport is responsible for the appropriate section to provide the services. If Business Class Lounge is not available at airport, VIP Lounge may be used to serve Gold Members, in such cases, the Director of Regional Offices or the Lao Airlines Station Manager at the airport has the responsibility to inform the appropriate section and the authority to arrange the lounge.

o Invite Gold Member’s companion to the lounge: Gold Members are allowed to invite maximum of 2 companions to join them in the Lounge provided that they have a normal or reward ticket, however, accompanying reward ticket user is not allowed to invite his companion to join him in the lounge.

o Boarding; Gold Members is served as Business Class passenger. • Silver Member’s priority: Seat arrangement priority is offered to Silver Members in case of delay, cancellation, and reconfiguration of flight before considering normal ticket user in the same grade.

6.4.2 Handling Procedures

The following procedure will be applied to serve CHM members as supplementary regulations:

6.4.2.1 Pre‐flight Preparation • The responsibility of Lao Airlines Station Manager at airport:

o Station Manager checks CHM members manifest using the following syntax order to check and print out: − >MLBK/SR, 1, FQTV, FQTR, FQTU/flight number/date (transmit)

o Information of CHM members is displayed at the following code: − FQTV: Gold or Silver Members used normal ticket. • FQTR: Gold or Silver Members, relative or accompanying person of CHMM used reward ticket. FQTU: Gold or Silver Members, relative of CHMM used reward MCO for upgrading. • G: Gold Members. • S: Silver Members. • T: Relative of Gold’s or Silver Members. • C: Accompanying person used reward ticket:

o Station Manager inform concerning sections about CHM members of flight (number and kind of CHM members) preparing services (CHM’s signboard, Priority Baggage Tag, Lounge, and Staff).

o Prepare invitation card for Business Lounge according to the number of Business Class passengers and Gold Members having Economy class tickets. • The responsibility of check-in staff:

o To ensure CHM’s publications are available at check‐in counter and the Lounge.

o Prepare facility for CHM members based on the information of Station Manager at airport (CHM’s signboard, Priority Baggage Tag, staff, etc.)

6.4.2.2 Handling Procedures at Check‐In Counter

The following procedures will be applied as supplementary conditions:

• Welcome CHM members:

o At check‐in counter, check‐in staff must welcome CHM members (at the name indicated in CHM member’s card) upon receiving his travel document, such as: ticket, passport, visa, etc. • Check ticket and member card of CHM members using normal and reward ticket:

o Check-in staff checks ticket and CHM member’s card. o Refer to CHM’s name list provided by Station Manager in order to: − Update passenger’s name on the CHM members name list as passenger present his member card at check-in counter or in case of go-show passenger. − Ensure the name and the number card of passenger correspond to the name and the number of the above name list. Check-in staff is responsible to correct the number in the above name list based on the number printed in CHM member’s card in case of discrepancy. − Correct the number of ticket and MCO (as passengers use upgrading reward MCO) corresponding to the number of each member in the above name list. − Enter the card number in the box: “Fare calculation” on flight coupon (in case of Interline ticket issuing), if card number is not indicated in the box.

o If passenger does not present his CHM member card, check‐in staff will inform Station Manager for approval. Station Manager attempts to contact with CHM Center to identify member qualification. In the event the Station Manager at airport cannot be contacted or information about passenger is insufficient to qualify, passenger having normal ticket will not be offered to priority service as CHM members and his name is not transferred to CHM Center for crediting. In terms of reward ticket, passenger will not be offered the priority services at airport, in such case, check‐in staff crosses out the name on CHM’s name list and reminds passenger to send the copy of his ticket‐stub, original boarding pass and complaint letter (standard form) to CHM Center for his credit. • Remark for CHM members using reward ticket:

o Accompanying reward ticket user is only accepted to check‐in on the flight of CHM members at the same grade of seat or on outbound sector flight in case of passenger having return ticket. Station Manager must inform CHM Center for guideline and direction.

o Reward ticket for infant (under 2 years age from the date of flight) will be granted without credit deduction provided that the infant accompanying Gold Member using reward ticket is present at check‐in counter at the same time. Therefore, such reward ticket user is required to check‐in together with CHM members. CHM member is also required to present his member card and infant‘s birth certificate.

o Service for reward ticket user is only applied for Lao Airlines’ flight and the seat operated by Lao Airlines. It is not allowed to transfer such service to other airlines unless regulation is specified in certain case. Reward ticket is not allowed to reroute, extend validity, refund or upgrade. In certain cases, Station Manager should contact CHM Center for guidance and direction. • Providing invitation card for reward ticket user to join C class Lounge

o Provide invitation card for Gold Members to join C class Lounge. The date, such as Member’s name, card and flight number, and date are indicated in invitation card.

o Companion who accompanies Gold Members may be invited to the Lounge. The number of invitation cards in such case is a maximum of two (2) persons. If the number of companions exceeds 2 persons (Gold Members goes with his family), check‐in staff should consider whether or not to invite these companions to join Gold Members in the Lounge after considering the persuasion and courtesy of decision. On a case by case basis, Station Manager should consider value of providing service for passenger as well as cost for Lao Airlines. In invitation card, information about companion (father, mother, wife, son, and daughter of Gold Members). Card, flight number and date must be clearly indicated.

6.4.2.3 Gold Members Seat Allocation Procedures • It is necessary to reserve seats for CHM members in case of seat insufficiency and only release these seat at 10 minutes before close out. • Do not allocate inoperative seats for CHM members (the seats need to be repaired) • It is necessary to allocate companion seat next to CHM’s seat in case of CHM members having companion at the same grade.

6.4.2.4 Check Baggage of CHM Members • The baggage of CHM members is accepted according to the current regulation applicable to each kind of CHM members. Attach CHM’s baggage identity (if available) or Priority Baggage Tag for Gold Members; this baggage is handling as C class or VIP/CIP’s baggage.

6.4.2.5 Information for Cabin Crew and Sections Concerned • Record Gold Members information (name, seat number, special request, etc.) on “Special information for Cabin Crew” and inform Cabin Crew as specified in current applicable procedure. • Clearly inform the name list and seat numbers of Gold Members, the number and position of Gold Member’s baggage (especially, the member who has connecting point) to stations concerned.

6.4.2.6 Lounge Service • Gold Members will be served at C class Lounge, including supply of CHM’s publications, newspaper, application form. Advertisements are also supplied.

6.4.2.7 Boarding • At Business Class Lounge, Gold Members will board together with Business Class, VIP/CIP passenger. Ground staff will be always present at the time to see off these passengers with courtesy and hospitality.

6.4.2.8 Update and Report Date to CHM Center • Check-in staff has to separately collect Flight coupon and CHM’s name list and present them to Lao Airlines Station Manager after closing out the flight (including upgrading reward MCOs attached with Y ticket). • Station Manager at airport has to check passenger’s ticket number with update number in CHM’ name list. In case of discrepancy, the number in CHM’s name list will be corrected. • Station Manager at airport provides CHM’s name list to CHM Center by Telex or Fax. The information includes: CHM member’s name, code number, type code of ticket, ticket number, MCO number (if CHM member uses upgrading reward MCO), flight number, date of flight, sector. • Regulation is specified in detail in “Guideline CHM’s date report” stipulated by Marketing Plan. • Station Manager at airport has to keep the above CHM’s name list for at least 6 months for complaint cases. • If CHM member does not present his member card at check-in counter, Station Manager will contact CHM Center to check whether or not the passenger is qualified to enter his name into CHM’s name list for credit. Otherwise, the above regulation is not applied.

6.4.2.9 Other duties: • Lao Airlines Station Manager and check-in staff at airport has the responsibility to receive CHM’s application form from passenger, advice necessary information about CHM and send passenger’s application form to CHM Center at earliest convenient time.

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7 Special Passenger Handling ...... 7-1 7.1 Special Passenger Documentation ...... 7-1 7.2 Infant and Unaccompanied Minors ...... 7-2 7.2.1 General Regulations ...... 7-2 7.2.2 Handling Procedures ...... 7-5 7.2.3 Charges ...... 7-13 7.3 Medical Cases ...... 7-14 7.3.1 General ...... 7-14 7.3.2 Passenger Requiring Oxygen ...... 7-20 7.3.3 Blind Passengers ...... 7-22 7.3.4 Deaf Passengers ...... 7-26 7.3.5 Expectant Mothers ...... 7-27 7.3.6 Passengers Using Wheelchairs ...... 7-28 7.3.7 Oversized Passengers ...... 7-30 7.4 Passenger Death Handling ...... 7-31 7.4.1 Definition ...... 7-31 7.4.2 Passenger Deceased Onboard Handling Procedures ...... 7-31 7.4.3 Passenger Deceased while on Ground Handling Procedures ...... 7-34 7.5 Inadmissible Passenger (INAD) ...... 7-36 7.5.1 General ...... 7-36 7.5.2 Handling Procedures ...... 7-37 7.5.3 Intoxicated/Unruly Passengers ...... 7-41 7.6 Deportees ...... 7-42 7.6.1 Definition ...... 7-42 7.6.2 Handling Procedures ...... 7-42 7.7 Special Service Requirements Acceptance Procedure ...... 7-44 7.7.1 Principles ...... 7-44 7.7.2 Bassinet Acceptance and Handling Procedures ...... 7-45 7.7.3 Other SSR Acceptance Procedures ...... 7-45 7.8 Special Passenger Handling Forms ...... 7-48 7.8.1 Waiver of Responsibility for UM ...... 7-48 7.8.2 Handling Instruction For UM ...... 7-49 7.8.3 Medical Information Form I (MEDIF I) ...... 7-52 7.8.4 Reserved ...... 7-53 7.8.5 Medical Information Form II (MEDIF II) – Part A ...... 7-54 7.8.6 Waiver of Responsibility for Medical Passenger ...... 7-55 7.8.7 Guidance to the Physician ...... 7-56 7.8.8 Passengers Health Irregularity Report ...... 7-58 7.8.9 Irregularity of Travel Report ...... 7-60 7.8.10 Special Passenger Notification to Captain (NOTOC) ...... 7-61

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7 Special Passenger Handling

7.1 Special Passenger Documentation For any type of special passenger that requires assistance the “Special Passenger Notification to Captain” must be completed in full and delivered to the Captain as a notification. The type of passenger includes, but is not limited to: • Infants and Unaccompanied Minor; • Wheelchair passenger; • Pregnant passenger; • Medical Passenger travelling under a doctor’s letter. Besides the acceptance and handling procedures identified below based on the special passenger type, the passengers required to be listed on a “Special Passenger Notification to Captain”, GHM 7.8.10, will have a form completed as follows: A. The Check-In Agent will: a. Greet the passenger at the counter and offer any assistance in completing the check-in process. Note: The check-in agent is responsible to observe passengers that are checking-in and identify any passengers that may require additional assistance, medical assistance, or seem to have a fever, rash, short of breath or any other physical symptom. The Station Manager shall be advised and attend in making an assessment. If the passenger seems to have a medical issue they must have a medical clearance form from their Doctor that clears them to fly. b. Prepare a “Special Passenger Notification to Captain” form, there only needs to be one created for each flight. c. Identify the type of passenger and fill in on the form: - Name of passenger; - Destination; - Seat Number; - Age, disability (using the code definitions at the bottom of the form). d. Upon completion of check-in ask the passenger if they need any assistance to the gate. e. Make 2 copies of the final completed form after check-in closes and deliver the form to the gate agent. B. The gate agent will: a. Verify if the passenger needs assistance in boarding. - If the passenger is a UM, GHM 7.1, handling procedures apply; b. Upon gate closing the Gate-Agent will bring both copies to the Captain who will sign both copies, 1 for the station and 1 for the Captain.

c. The Captain will de-brief and share the form with the Senior Flight Attendant.

The Captain/Senior Flight Attendant will file the form with the flight package and the station will file the form for future reference.

7.2 Infant and Unaccompanied Minors

7.2.1 General Regulations

7.2.1.1 Definitions

• Infant (INF) Passenger aged 14 days up to under 2 years • Child (CHD) Passenger aged less than 12 years. • Accompanied Minor A child traveling with his/her parent or his/her legal guardian or persons who are authorized by his/her parent or guardians to escort the child during his journey. Guardian has the responsibility to look after the child, including completing check‐in, customs procedures, etc. at departure, transit and arrival station. For safety reasons, an adult is allowed to escort not more than two (2) children aged from 2 to 6 years. • Guardian An individual, organization or civil service that is in accordance with the law or the person who is assigned to take care of legal interest of the child. Guardian is eligible person, whose age is from 18 years or above, fully responsible for looking after the child. Blood elder brother or sister, paternal grandparents are considered natural guardian. Confirmation must be made by town, street or village committee in other case. • Authorized person The person who has letter of attorney from child’s parent or guardian, aged 18 years and above. • Unaccompanied Minor (UM) A child traveling without his parent, guardian or eligible person who is authorized by the child’s parent or guardian. • Identity document Birth certification, passport identity card (if any). Child will not be accepted to travel without his identity document.

7.2.1.2 Infant Handling Regulations • Infants under 14 days of age are not accepted for traveling by Lao Airlines. • Infant in good health will be accepted if he is accompanied by his mother or eligible person who has general medical knowledge (nurse, doctor) without medical certification requirement. • Premature or un-healthy infant is only accepted for travel if granted the medical certification from appointed doctor (by Lao Airlines according to the procedures in section 7.2). In such case, the infant must be accompanied by pediatric nurse or doctor. • Premature infant feeding in oxygen tent is not accepted for travel. • Infant under 2 years of age is not accepted for traveling as UM by Lao Airlines (the infant must be accompanied by his parent or guardian). • Normally, an adult is allowed to escort no more than one infant. However, if the passenger escorts two infants: the second infant shall be charged (an applicable fair for children) and his seat must be allocated next to the passenger’s seat. The passenger is required to order Cabin Crew assistance service (to take care of his second infant) and pay for the service (at the rate of 50% of one year applicable fare ticket according to the infant’s itinerary). The service requirement must be communicated 7 days and confirmed 3 days before ETD. • An adult accompanied by more than two infants shall not be accepted for travel. • For safety reasons, the total infants allowed to carry on flight must not exceed 10% seat capacity of the flight.

7.2.1.3 UM handling Regulations

The following cases are considered as an unaccompanied minor:

• UM aged between less than 2 and under 4 years: requires accompanying Cabin Crew, each UM must be accompanied by one crew. • UM aged between 4 and less than 6 years: requires accompanying Cabin Crew, one Cabin Crew is allowed to accompany a group of maximum 2 UMs. • UM aged between 6 and less than 12 years: such UM could travel alone without accompanying Cabin Crew provided that Meet and Assist (MAAS) must be required and the child fully observes Lao Airlines procedures on this matter. • UM aged between 12 and less than 15 years: normally, such UM could travel alone without accompanying Cabin Crew and MAAS. However, if the passenger requests to be accompanied by Cabin Crew and MAAS as the case of UM aged between 6 and under 12 years, his request will be accepted provided that he fully observes the regulations applying to UM age between 6 and 12 years.

7.2.1.4 UM Acceptance Principles • Reservation procedures applying to UM (depending on UMs age) is regulated as follows:

o One Cabin Crew is appointed to escort an UM aged between 2 and under 4 years, or one group of maximum 2 UMs aged between 4 and under 6 years.

o UM carriage’s requirement must be communicated at least 7 days before ETD for arranging Cabin Crew assistance, the request is only accepted when Special Service Requirements Center (SSRC) received the confirmed information or message from Cabin Crew department and other carriers concerned (if any) to provide such service.

o Booking staff (where received the information) has the responsibility to reserve seat for Cabin Crew upon receiving the confirmed information from SSRC.

o UM aged 6 and less than 12 years: it is not necessary to arrange Cabin Crew to escort the UMs. Therefore, the requirement is to inform only 24 hours before ETD. • Reservation: in case of UM’s itinerary having a stopover time exceeding 24 hours: UM is only accepted to reserve a seat when his parent or guardians confirmed to arrange necessary assistance to look after him at the stopover station. Otherwise, the request is not accepted. • UM aged between 2 and less than 6 years is only accepted to travel in Economy class; UM aged between 6 and 12 years is accepted to travel in both Business and Economy class. However, the number of UMs accepted in Business class in such case cannot exceed 10% of the Business class seat capacity. For example: business class seat capacity is 12, the maximum of UMs, in such case, is 2. • Once UM is accepted, UMs parent or guardians have to complete the following documents:

o Waiver or Responsibility for UM (sample in section 7.7.1). o Fill in information, such as: UMs name, age, sex, Itinerary, etc. the person who will meet UM at stopover and arrival station (his name, address, telephone number)

o Medical Information (Form MEDIF II) is required to confirm the UM has no infectious diseases and his health condition is eligible to travel by air (detailed procedures are in section 7.2). • UMs parent or guardians must be present at departure station at least 2 hours before ETD, completing all required procedures until the aircraft take‐off. • Each UM must own the following documents after completing check‐in procedures:

o UM document Bag. o UMs checked baggage must have a UM baggage tag attached. o UMs Parent or the authorized person to meet the UM at the arrival station must be present at the airport in time to receive the UM.

• Once UM is accepted, the seats of the UM and his escort (if any) must be reserved (not allowed to offload at any station) even if there is an overbooking situation.

7.2.2 Handling Procedures

7.2.2.1 At Booking Offices • When the information about a UM is being communicated at the proper time and the carrier’s requirements about the UM are met, booking staff must ensure the UM’s seat is confirmed for his whole itinerary, including sectors operated by other carriers. This request is then entered into SSR as AIRMP standard format (code NN is used to indicate the request). In the case of additional time being needed to arrange and confirm the necessary assistance (Cabin Crew arrangement, etc.), the booking staff will ask the passenger for his telephone number or any contact information in order to answer the following instructions:

The age of UM Conditions Time‐limit for answering UM aged between 2 ‐ One UM must be 72 hours before ETD and less than 4 years escorted by one Cabin Crew.

UM aged between 4 ‐ One Cabin Crew is eligible 72 hours before ETD and less than 6 years. to escort a group of maximum 2 UM. ‐ The request must be informed at least 7 days before ETD. UM aged between 6 ‐ UM Can travel without Accept if: and less than 12 escort. ‐ Traveling on Lao Airlines years ‐ The request must be flights only, or informed at least 24 hours ‐ All carriers have accepted before ETD. the UM.

o Booking staff has the responsibility to record information concerning UM in UM’s PNR such as: UMs concerned sectors (in case the PNR does not indicate his interline transfer itinerary), the person who meets and see off the UM (including: name, telephone number, address which indicates country, town, city, province, etc.). Such information must be clearly clarified (abbreviation should be avoided).

o Booking staff send UMs required message to SSRC for confirmation. • At the time of confirmation, booking staff checks UMs PNR in reservation system and answer passenger’s requirement. In the reservation system NN code will be replaced by other codes, such as KK or HK (the request is accepted) or NO/UN (the request is not accepted).

NOTE: SSR center is responsible for confirming the acceptance of Lao Airlines carriage only. In case of interlines itinerary involving other carriers, booking staff must check other carrier’s confirmation in the UM’s PNR and acceptance is only made when the whole of UM’s itinerary is confirmed by all carriers concerned.

• Once UM is accepted, booking staff has to complete the followings:

o Update information in UMs PNR to ensure the information agrees with the content of “Handling Instruction for UM” form. Promptly inform SSRC of any changed information about UM, such as: sector, date, the person who meet and see off him, UMs health conditions, etc.

o Instruct UMs parent or guardians to sign on “Waiver of Responsibility” for UM (see form in section 7.7.1). The “Waiver of Responsibility” contains the following coupons: - Coupon 1: To be keep at booking office. - Coupon 2: for UMs parent or guardians. - Coupon 3: for the following carrier (if required). - Coupon 4: To be kept in UMs document bag.

o Ensure the content of “Handling Instruction for UM” is clearly clarified and fulfilled (sample in section 7.7.2). The form contains 7 copies as follows: - Coupon 1: Kept at booking office. - Coupon 2: Kept by ground staff of departure station when UM was being transferred to Cabin Crew from the ground staff. - Coupon 3: Kept by Cabin Crew when UM was being transferred to ground staff at intermediate station. - Coupon 4: Kept by ground staff when UM was transferred to Cabin Crew at intermediate station. - Coupon 5: Kept by Cabin Crew when UM was transferred to ground staff at arrival station. - Coupon 6: Kept by ground staff, when UM was transferred to other following carrier at intermediate station. - Coupon 7: Kept by ground staff when UM was transferred to the responsible person at final station. Notes: - In case of a UMs long journey, the number of “Handling Instruction for UM” form copies are needed to cover the whole itinerary. Booking staff will issue two sets of the form and clearly record: flight number, intermediate station, final destination in relevant boxes of the form. - Handling Instruction form is only used for a one way ticket. In case of a return ticket, and after confirmation is made, booking staff will issue 2 sets of Handling Instruction forms for passenger. Otherwise, only one set will be issued and the passenger is required to be present at the Lao Airlines booking office to complete the form before departure. • Issuing MCO for extra service (e.g.: for Cabin Crew escorting UM) • Check Medical Information II (MEDIF II, if any). • When issuing a ticket, if UM travels without the escort of a Cabin Crew, enter the UM code, his age (after his name) in the box “Name of passenger.”

o Example: ROTOR/CRISTINA MIST UM10

• In case of UMs being escorted by Lao Airlines Cabin Crew:

o Enter “ACC BY STW” (Accompanied by stewardess) after the UMs name and his age in the box “Name of passenger”.

o In UMs ticket, enter MCO number in the box “Conjunction ticket.” Put UM ticket into UMs bag and hand it over to the UMs parent or his guardians.

o The UMs bag must include the following: - 6 copies of “Handling Instruction for UM” (1 copy must be kept at booking office). - “Waiver of Responsibility” (form 3 and 4) - Passport, visa (if any). - UMs ticket(s). - Medical Information Form II (MEDIF II, if any). - MCO (if any) • A UM’s parent or his guardians are required to confirm (by a telephone call or presenting themselves at booking office) and to complete all required procedures applying to such passenger as follows:

o Seat must be reconfirmed 72 hours before ETD for international flights. o Seat must be reconfirmed 24 hours before ETD For domestic flights. o Any charged information must be updated at booking office (this information will be immediately transmitted to SSRC for an answer as soon as possible).

7.2.2.2 At SSR Center (SSRC) • The responsibility of SSRC:

o Answer UM’s service request (traveling on Lao Airlines flight). o Coordinate with sections concerned to handle and solve matters arising from the process. • Handling procedures:

o SSRC staff checks PNR(s) having UMs requests in reservation system as the following: - UM traveling without escort: confirmation may be made at any time. - In case of UM being escorted by Cabin Crew: SSRC makes the list of UMs traveling on a flight based on the information in their PNR and sends the request message to the Cabin Crew Department (7 days before ETD). The request message must contain the following information: the number of UMs, ages, departure, intermediate and final station, flight number(s), date(s) and ETD(s) (including connecting flight), and the required number of Cabin Crew required.

o Cabin Crew Division has the responsibility to respond (5 days before ETD) to the request from SSRC advising of the Cabin Crew Arrangement to escort the UM.

o SSRC confirms the above arrangement in UMs PNR according to AIRMP standard format after receiving the answer from Cabin Crew Division. This PNR will be immediately transmitted to the booking office to answer the passenger’s request.

o SSR informs the following sections concerned (after being informed the confirmation from UMs parent or guardians): - Ground handling company or Lao Airlines representative at departure station. - Ground handling company or Lao Airlines representative at intermediate stations. - Ground handling company or Lao Airlines representative final destination. - Cabin Crew Division.

o The message must include the following details: - Name, age of UM - Sex, language. - Flight number(s), date and time of departure (including connecting flight).

7.2.2.3 At Departure Station • Ground handling company or Lao Airlines representative at departure station is responsible for checking and preparing for the acceptance of the UM, such as: the arrangement of duty staff that will meet or assist UM at the station. • UM’s parent or guardians must present their own documents and keep in touch with airline’s duty staff during the check‐in process up till the aircraft takes off. • Ensure “UM” baggage tag is attached and UMs documents have been put in a UM bag after completing the check-in process (this bag will be carried on UMs neck). • Issue boarding pass (attached “UM” sticker) in order to easily identify the UM. • Ground staff must clearly indicate the information about UM, such as: name, seat number and other necessary information in “Special Information to Cabin Crew” form. • Ground staff groups all UMs traveling on a flight in order to assist them during the check-in process. • UM must be accompanied at all times and duty staff has to escort the UM until he embarks the aircraft. • The duty staff will hand over UM (together with the UMs travel documents, such as: passport, MEDII and other necessary documents) to the Cabin Crew who is responsible for looking after the UM on the flight. UM is also offered the priority to embark the aircraft. • Cabin Crew is required to sign on “Handling Instruction for UM” form after handling over the UM. The coupon will be kept by ground staff (coupon 2 is the Ground staff copy). • Lao Airlines representative at the departure station has the responsibility to inform (send message to) section and stations concerned, such as: the Station Manager of intermediate station and final destination about the UM. A message must be sent to SSRC; the following information must be included in the message: o The number of UM(s) o Name, age and sex. o Flight number, time and date departure (including connecting flight). o Name, address, telephone number of responsible person who will meet UM at final destination. o Name, address, telephone number of responsible person who will meet UM at intermediate station(s). • Seat allocation:

o UM seat must be grouped next to the seat of Cabin Crew onboard in order to be looked after. o Do not allocate UMs seat next to an elderly passenger’s seat in order to avoid inconvenience to the passenger. o In case of full capacity, UMs seat should be allocated next to a female passenger’s seat. o Do not allocate UMs seat next to the emergency doors. o UM’s seat must be allocated in a non‐smoking area.

7.2.2.4 At Intermediate Station • When intermediate station is a transit station:

o Lao Airlines Station Manager at intermediate station has the responsibility to make the necessary preparations, such as: the arrangement of duty staff to look after the UM during transit, direct UM to return to the aircraft, etc.

o The duty Cabin Crew hands over UM to duty ground staff who will look after the UM at the station and sign on “Handling Instruction for UM” form (coupon 3). This coupon will be kept by Cabin Crew.

o Cabin Crew keeps UMs documents unless it is required to carry on the UM during the transit time.

o Duty ground staff has the responsibility to look after and assist UM during transit time until the UM returns to aircraft.

o UM will be handed over again to the Cabin Crew from the duty ground staff at intermediate station. Cabin Crew is required to sign on “Handling Instruction for UM” form (coupon 4). This coupon will be kept by ground staff.

o Ground staff will inform the following sections after UMs embarkation: - The Station Manager of intermediate station (if any). - The Station Manager of final destination. • When intermediate station as transfer station:

o Upon receiving SSRC’s message Lao Airlines Station Manager at the station has the responsibility to dispatch duty staff to meet UM, check necessary preparations and contact with the responsible person who will meet and look after the UM at the station.

o Duty Cabin Crew hands over UM and documents concerned to duty ground staff and sign on “Handling Instruction for UM” form (coupon 3). This coupon will be kept by Cabin Crew.

o Duty ground staff has the responsibility to look after UM during the time of transfer.

o If transfer time exceeds 6 hours, ground staff may be assigned to look after UM or the UM may be accompanied and looked after by an authorized person to a hotel until he is handed over to the duty Cabin Crew or ground staff of transfer carrier. All expenses concerned, such as: meal, hotel services, arising from the case will be paid by UMs parent or his guardians.

o In case of on‐line transfer, when ground staff hands over UM to the duty Cabin Crew, signature of both duty staff must be indicated in “Handling Instruction for UM” form (coupon 4). This coupon will be kept by ground staff.

o In case of interline transfer, when transferring UM to other carrier, ground staff of Lao Airlines Station Manager at the station must ensure interline carrier is well informed about the case (the information about the UM, such as: his name, address telephone number, the responsible person who will meet him). The representative of interline carrier is required to sign on “Handling Instruction for UM” form (Coupon 6 ‐ First Carrier Copy). This coupon will be kept by Lao Airline Station Manager or ground staff at the station.

o Ground staff will inform the following sections after UM’s embarkation: - Down line intermediate station(s)(if any) - Arrival airport. • When intermediate station is a stopover station (exceeding 24 hours):

o The authorized person who meets UM at stopover station must present necessary documents (his passport, identification, etc.) to prove himself as the eligible person who is authorized by UMs parent or guardians to meet and look after the UM at the station.

o In case of overnight stop or long stay at a stopover station, duty ground staff has the responsibility to help the authorized person at the station.

o If the authorized person is not present at the airport at the proper time as agreed, it is necessary to contact him as soon as possible. In the event the authorized person cannot be contacted, the duty ground staff or Lao Airlines Station Manager at the airport will assign ground staff or duty person to look after the UM during the stopover time. All expenses arising from such a case will be paid by the UMs parent guardians.

7.2.2.5 At Arrival Station • The Lao Airlines Station Manager has the responsibility to take appropriate action and check the necessary preparation upon receiving the message from the departure/intermediate station, such as: to assign duty person who will meet UM when the aircraft arrives and connect with the responsible person who will meet UM. • When the aircraft arrives, the duty ground staff has the responsibility to meet the UM, receive and check documents from the duty Cabin Crew and sign on the “Handling Instruction for UM” form (Coupon 5 - Disembarkation‐ Cabin Crew copy). This coupon will be kept by cabin attendant. • The responsible person who meets the UM at the final destination has to present necessary documents (passport, valid identification, etc.) to prove himself as the eligible person who is authorized by UMs parent or guardians to meet the UM at the airport and sign on the “Handling Instruction for UM” form (Coupon 7 – Disembarkation ‐ ground staff copy). This copy will be kept by ground staff as the evidence of handing over the UM to the eligible person. • If the authorized person is not present at the airport to meet the UM at the agreed time, it will be necessary to make contact as soon as possible. In the event the authorized person cannot be contacted, the duty ground staff or Lao Airlines Station Manager will notify the situation immediately to the SSRC. Upon review the departure station may decide to return the UM to departure airport if necessary. Accommodations provided for the UM will be in accordance with the current Delay Handling Procedures and all expense arising from such case will be paid by UMs parent or guardians.

7.2.2.6 UM Handling Procedures In Case Of Delay and Cancellation

In addition to general procedures applying to delay and cancellation flights, the following procedures will be applied as required:

• In case the delay is at an intermediate station, ground staff or Lao Airlines Station Manager has the responsibility to inform SSRC, down line intermediate stations (if any) and final destination about the delay. Inform UMs parents, guardians or authorized persons to contact with the station to receive additional information. • UM’s documents concerned is put in UMs bag. • In case the delay is longer than expected and the itinerary has to be adjusted, rerouted or changed, ground staff or Lao Airlines Station Manager at the station (such as: SSRC, departure station, intermediate stations, final destination, etc.) must be notified about the situation. The message must include the following information:

o Station and estimated time of UMs arrival. o Reason for the delay or rerouting. o Address, telephone number of UMs hotel. o Necessary information for UMs parent, guardians or authorized person at stations concerned to contact during the delay, including UM’s new itinerary, the corresponding address and telephone number. • The following instructions will be applied as UMs delay handling procedures:

o Duty ground staff must ensure UMs baggage has been retrieved. o Duty ground staff has the responsibility to accompany UMs to the hotel where the service was arranged for UM.

o Inform UMs parent, guardians or authorized person information in case of any change (hotel, address, etc.).

o Ensure UMs will be cared for and served at hotel, including providing meals, drinks and accommodation. • The following details should be considered when arranging hotel:

o Avoid rooms isolated far from other rooms or not suitable for UM. o Menu and serving time should be suitable for UM. o Attention should be paid to the UM during the delay up until the UM is transferred to a duty Cabin Crew.

7.2.3 Charges

7.2.3.1 UM aged between 2 and less than 4 years

The expense includes:

• Applicable fare for children. • The expense for Cabin Crew who accompanies UM: an applicable one-year full fare for adult according to UMs itinerary.

7.2.3.2 UM aged between 4 and less than 6 years

The expense includes:

• Applicable fare for children. • The expense for Cabin Crew who accompanies UM: an applicable one-year full fare for adult according to UMs itinerary.

7.2.3.3 UM aged between 4 and less than 6 years

The expense includes:

• Applicable fare for children. • The expense for Cabin Crew who accompanies UM: 50% of an applicable one- year full fare for adult according to UMs itinerary.

7.2.3.4 UM aged between 6 and 12 years

Ticket fare is applied as normal fare for children accompanied by adult at the same age.

7.3 Medical Cases

7.3.1 General

7.3.1.1 Definitions • A medical passenger is defined as those with a physical or mental disability; or with a medical condition, which requires individual attention or assistance on enplaning/deplaning, during flight and during ground handling which is normally not extended to other passengers. • This requirement will become apparent from special requests made by the passengers and/or their family or by a medical authority or from obvious abnormal physical or mental conditions observed and reported by airline personnel or industry associated person (travel agents, etc.)

7.3.1.2 Conditions of acceptance

Medical passengers can be accepted for carriage when the following conditions are thoroughly met:

• Passenger complies with the conditions and requirements as specified by Lao Airlines regulations and tariff rules. • His/her carriage does not pose a threat to the safety of other passengers and their property, or to the aircraft or the crew. • In principle, the medical passenger must be accompanied by a capable attendant, healthy adult aged above 18 years old, preferably a doctor or a nurse (if required by appointed doctor), who assumes the responsibility of nursing the incapacitated passenger before boarding, during flight and after deplaning. Lao Airlines may accept an incapacitated passenger for carriage without an attendance in the following conditions: o The illness is not serious or critical; the handicap person, whose, condition is stable, he/she is accustomed to such conditions and Lao Airlines appointing doctor certifies that the incapacitated passenger is fit for the unaccompanied air journey. o The incapacitated passenger can take care of himself and of his personal requirements throughout the journey. o The incapacitated passenger is assisted at both the airport of departure and destination by his family. • All medical requirements and devices needed for the incapacitated passenger must be available. • The incapacitated passenger can only be accepted on interline flights when his/her space is confirmed on all segments. • When necessary and able special medical passengers should be seated in rows 5, 6, or 7 on the A320 and rows 3 or 4 on the ATR aircraft NOT including seating in the aisle row seat. • Lao Airlines does not allow the shipping of oxygen bottles in the cargo hold and only one extra oxygen bottle may be secured and stowed in the overhead bin above the medical passenger’s seat. • Lao Airlines is not equipped to accept or transport stretcher passengers.

7.3.1.3 Medical Clearance Requirement • Medical clearance is required by Lao Airlines when the office in contact with the passenger has received reliable evidence that passenger:

o Suffers from any disease which is believed to be actively contagious and communicable:

o Because of their physical or behavioral condition, are likely to cause hazard or discomfort to the other passenger.

o Are considered to be a potential hazard to the safety or punctuality of the flight (including the possibility of diversion of the flight or an unscheduled landing).

o Are incapable of caring for one’s self without special assistance which is not normally extended to other passengers during the flight.

o Might have their medical condition aggravated during or because of the flight. • A passenger who is required to have a Medical Clearance for carriage has to contact the appointed Medical Center to take a medical examination and obtain a Medical Clearance. The Doctor of appointed Medical Center has the responsibility to confirm passenger’s health conditions in MEDIF (MEDIF II – Medical Information Form II – Medical Information Sheet) Lao Airlines standard form (see sample in section 7.7.3) • The Doctor of appointed Medical Center has the responsibility to sign-off on MEDIF II (Medical Information Sheet). • The 3 copies of MEDIF II are sent to booking office by passenger.

7.3.1.4 Waiver of Responsibility • For carriage acceptance by air, medical passengers or their sponsors (if passenger cannot write) has to sign on the Waiver of Responsibility in MEDIF I (see sample in section 7.7.4). • In special cases, passengers who are not allowed to travel by air due to a health condition but insist on travel by air has to complete and sign the Waiver of Responsibility in order to lift the carrier’s responsibility. This form contains 3 copies plus the passenger’s document.

7.3.1.5 General Regulation of Ticket Fare • Ticket fare is strictly observed in accordance with regulations applicable to the type of Medical passenger, as specified in the following sections. • The expense of Special Service Requirement (SSR), such as: oxygen, ambulance, escort person, etc., is paid through MCO. Audit receipts are sent to the airlines concerned in case of transferring to another flight.

7.3.1.6 Handling Procedures • Action by booking office:

o Medical passengers should contact the booking or representative offices of Lao Airlines to complete all specific conditions and procedures required by Lao Airlines’ regulations for carriage.

o Booking staff shall reserve a seat for medical passenger who meets carrier’s required conditions, in case of interline flight, the passenger will be advised to contact with carriers concerned to complete all required procedures. The reservation must be confirmed for all medical passengers’ segments.

o When a medical passenger is confirmed on all his itinerary’s segments, the booking staff completes his Medical Information Form I (MEDIF I). This form should specify the following information: Special assistance required such as WCHR, etc. The information filled in MEDIF I shall be entered in SSR data of the passenger’s PNR in accordance with AIRMP standard format under NN code. Based on the information indicated in MEDIF I, booking staff consider whether or not the passenger has to complete a medical certification (according to the regulation indicated in Section 7.2.1.3 above). - In case medical clearance is required, passenger is requested to see a doctor at appointed Medical Center of Lao Airlines for acceptance and medical instruction of carriage (MEDIF II). - In case medical clearance is not required, passenger is requested to sign on MEDIF I in order to waive the responsibility for Lao Airlines and its agents from concerning consequences.

o When a passenger presents his Medical Clearance and MEDIF II (issued by appointed Medical Center), the following procedures will be applied by check‐in staff: - Check the information in MEDIF I. - Enter the information about passenger’s health and pathological conditions (MEDIF II) into the passengers PNR (SSR section) as AIRMP standard format. Directly contact with and send MEDIF I and MEDIF II to SSRC. In case of a wait time for confirmation, the passenger is required to provide his telephone number to answer additional information.

o When informing a passenger of acceptance or not, booking staff should check the passenger PNR and answer the passenger based on his PNR’s information in the Gabriel system. At this time, NN code will be replaced by other codes, such as: KK, or HK codes (accepted) or NO, UN codes (not accepted).

REMARK: SSR Center is responsible for confirming the acceptance of carriage (only on Lao Airlines flights). In case of interline itinerary involving other carriers, booking staff must check other carriers PNR and the acceptance is only made when the whole passenger’s itinerary is confirmed by the said carriers.

o Once accepted, passenger or his sponsor is required to sign on MEDIF I to complete Waiver of Responsibility procedure.

o If passenger is not allowed to travel by air due to his health condition but insists to take his travel by air, this passenger or his sponsor is required to complete and sign on Waiver of Responsibility in to order to lift the carrier’s responsibility of risk (details are specified in part 7.2.1.4).

o Medical passenger’s document contains 3 sets: one set is kept at booking office; the others are kept by the passenger together with his ticket. Each set of the documents contains: - One copy of MEDIF I. - One copy of MEDIF II (if applicable). - One copy of Waiver of Responsibility (if applicable).

o After the passenger completes all required procedures and is confirmed to travel the specified schedule, booking staff has the responsibility to inform SSRC of the passengers’ confirmation. • Actions by SSR Center:

o Upon receiving the “Notice Message” SSRC staff open and process medical passengers PNR with SSR and/or MEDA code. Based on the passenger’s medical condition, his special service requirements and the abilities to provide such services of Lao Airlines, SSR staff shall make the decision on whether or not to accept the passenger. The confirmation indicated in the passengers PNR’s is in accordance with AIRMP standard format and then is sent to the booking office (this PNR shall be automatically transmitted to booking office).

o If passenger’s carriage is accepted, SSRC has the responsibility to inform sections concerned (such as: Lao Airlines Station Manager, ground handling company, etc.) of the necessary preparations for the passenger as well as to direct and coordinate with such sections to ensure their preparation. • Handling procedures:

o Upon receiving SSRC‘s message, Lao Airlines Station Manager at the departure station has the responsibility to check necessary preparations, cooperate with sections concerned to install necessary equipment for passenger and assign duty staff to meet and assist the passenger until he embarks the aircraft.

o Ground staff will keep one set of medical passenger’s travel document and transfer another set to Cabin Crew. Ground staff at departure station has the responsibility to inform down line stations the information about the medical passenger after the flight takes off.

o Lao Airlines Station Manager at departure station has the responsibility to inform Cabin Crew about the case through “Special Passenger Notification Information to Captain” form. (Refer Annex).

o Lao Airlines Station Manager at arrival station has responsibility to assign duty staff to meet and assist medical passengers, contact with responsible person who will meet him at station (if any) and receive his travel document from Cabin Crew.

o Duty Cabin Crew has the responsibility to meet medical passenger, receive his travel documents, assist and try to make the best effort to meet his requirements, his doctor or relatives during the flight. In case of Cabin Crew rotation, the duty group has the responsibility to transfer the medical passenger’s travel document to the following group. In case of interline transfer flights, the duty Cabin Crew have the responsibility to transfer the document to the duty Cabin Crew or eligible person who is the representative of interline transfer carrier.

o When the aircraft arrives at the final destination, Cabin Crew transfers medical passenger’s travel document to the Station Manager at the station. • Allocation of the seat for medical passengers shall be accomplished by applying the following general principles:

o Medical passenger does not obstruct emergency exit of the aircraft. o Medical passenger does not obstruct the way to emergency exit of the aircraft.

o The position of medical passenger’s seat does not cause the inconveniences of the other passengers during embarking end disembarking of the aircraft.

o Create good conditions and conveniences for medical passenger in the aircraft.

o Observe medical instructions (if any) when allocating medical passenger’s seat.

o Allocate escort person’s seat next to medical passenger’s seat. o Passengers with difficulty moving are allocated a seat near emergency exit; however, the seat does not obstruct other passengers in emergency cases.

o Crutch, crossbar and other necessary equipment of medical passenger must be located at suitable compartment near the seat of the passenger for easy reaching in cabin.

o Passengers with sprains, or limbs in casts, are allocated a seat in a position that is comfortable and convenient for him as well as his equipment. The seat must not obstruct the way to emergency exit and cause the inconvenience of other passengers in the aircraft.

o Passengers who are paralyzed, or in body casts, or having artificial limbs, etc., are allocated a seat by the aisle in order to create conditions are good and the most convenient for the medical passenger in case of emergency.

o The seat for medical passengers and their escorts must be allocated together in the same area. It is necessary to avoid allocating more than 1 medical passenger seat per row. In special cases, 2 seats are allowed to allocate in a row, however, each medical passenger should use different aisle in the aircraft, in such case.

7.3.1.7 MEDA Acceptance Chart

7.3.2 Passenger Requiring Oxygen Passengers (or his relative) who requires using oxygen onboard has to contact Lao Airlines booking office (at domestic or oversea locations) for acceptance.

7.3.2.1 At Booking Office • Acceptance conditions:

o The passenger is required to contact booking office at least 72 hrs before ETD.

o The passenger must have medical certification complying with the regulations indicated in section 7.2.1.3.

o Any Oxygen tank cannot be charged any higher than 40 psi or exceed 5 kg weight.

o Complete necessary procedures for acceptance as indicated in section 7.2.1.6.

o The passenger must be accompanied by one escort during the flight. o Only one passenger (requires oxygen onboard) is accepted on each Lao Airlines flight.

o The passenger will be accepted only in Economy Class. o The passenger is required to complete necessary formalities for acceptance at least 24 hours before ETD.

o Booking staff informs SSRC about the passenger upon receiving his confirmation.

NOTE: In case of interline flight, the passenger has to contact each airline concerned for acceptance.

• Charges:

o Passenger has to pay the following expenses: - A one year applicable fare ticket and the expense for using portable oxygen onboard. - If airlines staff is required, an one‐year applicable fare ticket must be paid by passenger for each airline staff in addition to the above expense. - Escort person has to pay for his ticket as any other passenger.

o Issuing travel document: - Enter “SP” code after passenger’s name in “Passenger’s name” box - Enter ticket number of escort person in “Conjunction ticket” box (if any); - Enter “FOR OXY SRVC” in “Endorsement/restriction” box.

o Issue MCO: - Enter “FOR OXY ERVC” or “FOR OXT SRVC AND ACC” (if any staff required) in the box “Type of Service”; - Enter the ticket number of passenger requiring oxygen in the box “Issued in connection with”.

7.3.2.2 At SSR center • When receiving notification of a passenger using oxygen onboard from the booking office, the SSRC checks the sections concerned to ensure the possibility of providing the service and confirms (in the passengers PNR) in accordance with AIRMP standard format. • Upon receiving the confirmation from the booking office, SSRC sends messages to sections concerned (Lao Airlines stations, Cabin Crew Division, etc.) to arrange the necessary services.

7.3.2.3 At Departure Station • Arrangements:

o Upon receiving the message from SSR Center, Lao Airlines Station Manager contacts sections concerned to install portable oxygen onboard as per the doctor’s instructions.

o Portable oxygen and other equipment should be installed 2 hours before ETD.

o Any portable oxygen must be separated from any flammable or explosive substance. • Check‐in procedures:

o The passenger will be identified by “SP” code indicated in his ticket. o Lao Airlines Station Manager assigns duty staff to assist the passenger and his escort during the time at the station.

o The passenger and his escort will be embarked to the aircraft 30 minutes before others.

o After the aircraft takes off, departure station has the responsibility to inform stations concerned about the passenger.

7.3.2.4 At Connecting Station • In case of a transit flight, the passenger is allowed to stay onboard during transit time. In case of transferring from one aircraft to another, the passenger will be disembarked last and then embarked 30 minutes before others. Equipment concerned must be arranged and installed in the corresponding flight 2 hours before ETD. • Upon receiving the message from SSRC and departure station, the Station Manager must ensure necessary services have been arranged for the passenger and the duty staff are ready to meet and assist the passenger during the connection time. • Lao Airlines Station Manager contacts duty Cabin Crew to check the passenger’s pathological signs and provide necessary services (if required). • Intermediate station (Station Manager) has the responsibility to inform arrival station about the passenger.

7.3.2.5 At Arrival Station • Based on the information from SSR Center and departure station, the Station Manager contacts the person who will meet the passenger at the arrival airport and arranges necessary services for the passenger. • Duty staff assists the passenger until he is received by an eligible person at the station. • Ground handling company informs the case to SSRC. • Lao Airlines Station Manager has the responsibility to contact and cooperate with the technical section to off‐load and send back the portable oxygen or other equipment concerned (if any) to original station or to the address assigned by SSRC.

7.3.3 Blind Passengers

7.3.3.1 At Booking Office • Acceptance conditions:

o The passenger is classified as two categories as follows: - Unaccompanied blind passenger. - Accompanied blind passenger.

o Blind passenger who has not contracted any other disease could be accepted for travel without medical certification.

o Accompanied blind passengers could be accepted for travel as ordinary passengers.

o Unaccompanied blind passengers are accepted for carriage in the following case: - Blind passenger can take care himself, such as: self‐walking, having meals during the flight. - Blind passenger must be accompanied by responsible person or his relative at departure and final destination. - The number of blind passengers allowed to be carried on each flight is no more than the number of emergency exits on the flight.

o Booking staff completes carriage acceptance procedures for unaccompanied blind passenger, entering information in the passengers PNR (for example: remark: the passenger can take care himself, self‐ walking, having meal during the flight, indicating the information about the person who meet and see off the passenger, etc.), informing SSRC about the passenger.

o Acceptance conditions for blind passengers Seeing Eye dog: - The dog must be muzzle and harnessed. - The carriage of the dog must be accepted by the authorities of the countries concerned (Quarantine authority) according to current regulations applying for the carriage of dog. - In case of entering Laotian border, the carriage of the dog must be accepted by Laotian authority (Quarantine authority).

- There is enough time for technical to prepare necessary conditions (round the corner, install the anti‐wet carpet) for carriage of the dog onboard. - The dog is accepted to be carried in cabin only in case of an unaccompanied blind passenger. - Accompanied blind passenger’s dog will be carried in the cargo compartment and the carriage must be in accordance with Lao Airlines regulations of Live Animal carriage procedures. - Only one unaccompanied blind passenger and his dog is accepted in Economy Class on each flight. • Charges:

o Expenses: - The ticket fare applying to accompany blind passenger will be applied as a normal passenger. - One year market fare will be applied to unaccompanied blind passenger for his itinerary. - Unaccompanied blind passenger accompanied by airline’s staff is required to pay one more one‐year market fare ticket (for the escort) in addition to his own expense. - The ticket fare applying to escort person will be applied as normal passenger’s ticket fare.

o Issuing travel document: - Enter “SP” code after the passengers name in the box “Passengers Name”. - Enter the ticket number of escort person in the box “Conjunction ticket” (if any).

o Issuing MCO: - Enter “FOR ACC SER” in the box “Type of service” in case of requiring Cabin Crew to escort. - Enter the ticket number of blind passenger in the box “Issued in connection with”

o The expenses for carriage of blind passenger’s dog: - If the dog is being carried in cargo compartment, the dog is considered “excess baggage”, and the dog owner has to pay for his “excess weight” (based on the dog’s weight). - In case of the dog being carried in cabin, the dog owner has to pay one year applicable fare for the whole itinerary for his dog.

o Issuing ticket: - Issue one ticket for passenger and one MCO for his dog. - Enter “For seeing eye dog” in the box “Type of service”. - Enter the ticket number of blind passenger in the box “Issued in connection with”.

7.3.3.2 At SSRC • Upon receiving the confirmation from the booking office (about unaccompanied blind passenger), SSRC sends messages to the sections concerned ( Lao Airlines Station Manager at departure, intermediate and arrival airports, Cabin Crew Division, etc.) to arrange the necessary services.

7.3.3.3 At Departure Station • Preparation:

o Unaccompanied blind and blind passenger’s seat must be allocated near an emergency exit and cannot obstruct the way to the exit.

o Station Manager has the responsibility to contact the technical section at the airport to allocate a seat and proper space for an unaccompanied blind passenger and his “seeing-eye” dog. The seat and space must be allocated at the proper position in cabin (for example: the space for the dog is separately divided with lining carpet as a room, by the window, to avoid other passengers from treading on dog’s legs).

o Unaccompanied blind passenger’s seat must be allocated next to the person who is of the same sex. • When necessary and able special medical passengers should be seated in rows 5, 6 or 7 on the A320 and rows 3 or 4 on the ATR aircraft not including seating in the aisle row seat. • Check‐in procedures:

o The Station Manager at departure station assigns a duty staff to assist an accompanied blind passenger during check‐in time until his being transferred to the duty Cabin Crew.

o An unaccompanied blind passenger must be clearly instructed on the emergency exit path and understand how to react in emergency situations.

o The Lao Airlines Station Manager at the departure station has the responsibility to inform the intermediate station/s and the final destination with the information about the blind passenger to prepare for the passenger. • Remarks:

o Avoid initiating holding the hand of a blind passenger (passenger may feel to be pulled upward). The duty staff should let the passenger grasp his hand, then direct him to follow and adjust his direction during embarking and disembarking, informing him of any uneven surface during his going.

o Do not provide a wheelchair (if not requested). o Duty staff should clearly emphasize “right” or “left” according to the blind passenger’s direction when showing him the way.

o Duty staff and Cabin Crew should remember that a blind passenger cannot see others around him; therefore, his name should be called or his hand should be touched when serving a meal or drink.

o Ground staff should place the blind passenger’s hand on his seat when showing him his seat.

o Do not ask a blind passenger questions requiring visual capability (especially when choosing meals and drinks on the flight).

o When serving a meal, Cabin Crew has the responsibility to inform the blind passenger what dishes are contained in the meal and let him know where glasses are on his tray, especially when the glass is full of hot water.

o When the meal requires cutting utensils, it may be necessary to assist blind passengers during meal serving but only if requested.

o “Seeing-eye” dog is not allowed to be fed during the flight.

7.3.3.4 At Intermediate Station • A blind passenger and his escort are allowed to stay in the aircraft during the transit time. In case of transferring, the blind passenger will be embarked first and disembarked last. • Upon receiving the request message from SSRC and the departure station, Lao Airlines Station Manager at the intermediate station has the responsibility to check the necessary preparation and assign duty staff to meet and assist an unaccompanied blind passenger during the transfer.

7.3.3.5 At Arrival Station • Accompanied blind passenger:

o Upon receiving the request message from SSRC and departure station, the Station Manager and ground handling company at the arrival station should remind duty staff to assist the passenger. • Unaccompanied blind passenger:

o Based on the request message from SSRC and the departure station, Lao Airlines Station Manager has the responsibility to contact the person who will meet and assist the unaccompanied blind passenger at the arrival station and arrange the necessary services for the passenger.

o Duty staff at the arrival station has the responsibility to meet and assist the unaccompanied blind passenger until he is received by an eligible person at the airport.

7.3.4 Deaf Passengers

7.3.4.1 At Booking Office

This procedure only applies to deaf or hard of hearing passenger without an escort person. Deaf or hard of hearing passengers with an escort person are accepted as a normal passenger.

• Acceptance conditions:

o Unaccompanied deaf passenger: booking staff makes MEDIF I and informs SSRC about the passenger.

o The dog of a deaf passenger (hearing dog) is only accepted in cargo compartment according to the regulations (applying for carriage of pets) specified in article 8.5.1. • Charges:

o Ticket fare applied to deaf passenger is same as normal passenger’s ticket fare.

o The expense for deaf passenger’s dog is based on the actual weight of the dog and will be applied as excess baggage.

7.3.4.2 At SSRC

Upon receiving the information message about an accompanied deaf passenger from the booking office, SSRC has the responsibility to inform sections concerned (Lao Airlines Station Manager at departure, intermediate and final destination, Cabin Crew Departure, etc.) for necessary preparation.

7.3.4.3 At Departure Station • Check-in: Station Manager at departure station will assign a duty staff to assist an unaccompanied deaf passenger to check‐in, embark the aircraft and hand over to the duty Cabin Crew of the flight. • The following should be remembered:

o Use sign language when talking with the passenger (deaf passengers can understand what people say if making signs when talking with him).

o Duty staff should be patient, only talk with deaf passenger at their request. o Use body language or write down (if necessary) to communicate with the passenger (if he does not understand). • When necessary and able special medical passengers should be seated in rows 5, 6 or 7 on the A320 and rows 3 or 4 on the ATR aircraft not including seating in the aisle row seat.

7.3.4.4 At Intermediate Station

The Station Manager will assign duty staff to meet and assist unaccompanied deaf passengers during their time at the intermediate station using the same procedures as outlined for an unaccompanied blind passenger.

7.3.4.5 At arrival station

Based on the information from SSRC and the departure station, the Lao Airlines Station Manager at the arrival station has the responsibility to assign duty staff to meet and assist unaccompanied deaf passenger until he transferred to the eligible person at the station.

7.3.5 Expectant Mothers

7.3.5.1 Conditions for Acceptance • Lao Airlines does not accept expectant mothers within 7 days before and after confinement date as well as infants under the age of 14 days for travel. • The expectant mother is required to notify the booking office about her pregnancy (the time of pregnancy, expected date of confinement, any difficulties, etc.). • MEDIF I is required for all expectant mothers. If the information given by an expectant mother proves she is healthy, she may be accepted as a normal passenger. • Expectant mothers are required to have medical certification in the following situations:

o The pregnancy is about 32 weeks and above; or o She cannot identify the time of pregnancy or the expected date of delivery; or

o She delivered twin or triplets at in previous delivery; or o There were any difficulties in a previous delivery; o Artificial insemination: expectant mother has to undertake a medical examination at the medical center (where she made the insemination) before her flight. • If expectant mother is accepted, booking staff will update the information of MEDIF II on the passengers PNR and inform the SSRC about the case.

7.3.5.2 Charges • Expectant mother is considered normal passenger. • Issuing ticket:

o Enter “SP” code in the box “Passengers Name” after the passenger’s name.

7.3.5.3 Handling Procedures • Normally the carrier is only informed about an expectant mother when she arrives at the airport. In such a case the expectant mother has to show her medical certification to travel from a Doctor. If her appearance shows her to be in good health and there would be no effect to the passenger’s health she may be allowed to travel without a medical certificate upon the Station Managers approval. • If accepted a MEDIF I must be developed by ground staff. • An expectant mother will not be accepted if she does not have a medical certification and is found to have any sign of an illness or other symptoms that may cause the danger to her or any other passenger. • To make it more comfortable for expectant mothers any servicing of the mother should be by a female staff member. • Any expectant mother should be offered an extra seat belt by cabin crew.

7.3.6 Passengers Using Wheelchairs

7.3.6.1 Acceptance • Upon receiving a passenger’s request, booking staff should check the information about the passenger’s health condition to determine if he meets all requirements for acceptance. • If a disabled passenger is considered in good health they may be accepted without a medical certificate with the Station Managers approval. • If a disabled passenger is in a precarious state of health (or in a state of illness, such as: he recently injured of suffered from a surgery, etc.), the booking staff should advise him to complete a medical examination as specified in article 7.2.1.3, and the agent should enter the information concerning the passengers health in his PNR. • If a disabled passenger is accepted, apply procedures specified in article 7.2.1.6. • There are three kinds of wheelchair services:

o Wheelchair for Ramp service (WCHR): for person who is capable of moving on his/her own during time of embarking/disembarking and inside the aircraft, but needs wheelchair for moving in the terminal.

o Wheelchair for Step service (WCHS): for person who is capable of moving slowly on his/her own inside the aircraft, but needs assistance during time of embarking/disembarking and wheelchair for moving in the terminal.

o Wheelchair for Cabin service (WCHC): for person who is not capable of moving on his/her own. This person needs assistance by specialized wheelchair for moving in the terminal, during time of embarking/disembarking and inside the aircraft. Lao Airlines is not currently equipped with aisle chairs.

• The limitation for unaccompanied passenger:

o WCHR service: the number of passengers using WCHR is not limited. o WCHS service: the number of passengers using WCHS is limited to the equivalent number of floor level exits. Floor level exits are emergency exits that do not have a step-up inside the airplane in the event of an emergency.

o WCHC service: the number of passengers using WCHC is limited to half the equivalent number of floor level exits on an aircraft. • The limitation for accompanied passenger:

o WCHR service for the number of passengers using WCHR is not limited. o WCHS service for the number of passengers using WCHS is not limited. o WCHC service the number of passengers using WCHC is limited to the equivalent number of floor level exits.

7.3.6.2 Aircraft Emergency Exit Reference

Total number of The number of Aircraft type emergency exits floor level exits A320-214 8 4 ATR‐72 4 2

7.3.6.3 Charges • Ticket fare:

o Passenger using wheelchair for ramp (WCHR) and wheelchair for step (WCHS) will be charged as normal passenger.

o Passenger requiring wheelchair for cabin (WCHC) will pay one year market fare for the whole itinerary.

o Passenger requiring airline staff (to escort) will pay one more year market fare for the whole itinerary for the escort person.

o Person who accompanies passenger using wheelchair will pay for his ticket as a normal passenger.

o Collapsible pushchair will be carried free of charge (if any). • Issuing ticket and MCO:

o Issuing ticket: - Enter “SP” code in the box “Passengers name” after passengers name; - Enter the ticket of escort person (if any) in the box “Conjunction ticket” - Enter “WCHR/WCHS/WCHC CASE” in the box “Endorsement/Restriction”.

o Issuing MCO: - Enter “FOR ACC SER” in the box “Type of service” in case of requiring airline staff (to escort). - The ticket number of the passenger will be entered in the box “Issued in connection with”.

7.3.6.4 Handling Procedures • Station Manager at departure airport has the responsibility to create a favorable condition for passengers requiring a wheelchair to complete necessary procedures for acceptance. In case of a time restriction or any other reason, these passengers will be refused carriage or their flight postponed until they complete all required procedures. • The Station Manager at the departure station has the responsibility to check the necessary preparation of all sections concerned. Wheelchairs should be available at the airport terminal to serve a passenger if necessary. In case of a passenger using his own wheelchair, the wheelchair may be allowed to approach the aircraft door. • Seat allocation: seat allocation for passenger using wheelchair will be in accordance with regulations specified in article 8.2.1.6. • When necessary and able, special medical passengers should be seated in rows 5, 6 or 7 on the A320 and rows 3 or 4 on the ATR aircraft not including seating in the aisle row seat.

7.3.7 Oversized Passengers

7.3.7.1 Acceptance of carriage • The passenger is required to contact the booking office at least 72 hrs before ETD. • The flight must have at least 2 seats available side-by-side. • Passenger may be accepted in both Business and Economy class.

7.3.7.2 Charges • Applicable fare:

o Passenger has to pay 2 times applicable fare (for adult) • Issuing ticket:

o Issue two (2) tickets for passenger; o Enter “EXST” in the box “Passengers name” after passenger’s name. • Booking:

o Arrange 2 seats (having the same name) in the same PNR; o Enter “SSR EXST LAO AIRLINES NN! PAXNAME/MR/MS/MRS/OVERSIZED PAY 2 SEATS”.

7.3.7.3 Baggage

Passenger is allowed to carry 2 times free baggage allowance applying for the class paid by the passenger.

7.4 Passenger Death Handling

7.4.1 Definition

A passenger is considered as deceased onboard when the following symptoms and diagnosis are found:

• Passenger is considered to have stopped breathing; • Pupils are dilated; and • Pulse has stopped.

7.4.2 Passenger Deceased Onboard Handling Procedures

7.4.2.1 In‐flight • Cabin Crew immediately decides to take appropriate action to assist the passenger as well as to encourage others who have medical knowledge and experience to assist onboard. • Cabin Crew has to consistently update the information about the passenger’s health condition to the Captain of the flight. Based on the actual situation, the Captain has the right to decide whether to return original airport or to land at an alternative/destination airport. • Information about the passenger’s health condition should not be released to other passengers onboard except the passenger’s companions. • If passenger is considered deceased onboard, Cabin Crew immediately informs the Captain of the flight and then Captain will inform (through Air Traffic Control Center) Station Manager and ground handling company concerned for necessary assistance on arrival of the aircraft. The information includes:

o Flight number, sector, aircraft registration. o The full name of the passenger. o Nationality. o Date of birth o Resident address. o Departure/Arrival station o Passengers companion (if any)

• With the assistance of Cabin Crew, the Captain makes a report about the passenger on the “Passenger’s Health Irregularity Report” symptoms and diagnosis before and after the passenger’s death. The signatures of two passengers on the flight as witnesses of the situation must be made. The MEDIF report form is contained in Cabin Crews document envelope. This report is sent together with other documents of the passenger (Waiver of Responsibility, MEDIF, etc.) and the report contains 5 copies:

o The first copy is sent to Local Police Station. o The remaining copies are sent to: - Local Medical Office; - Station Manager at arrival airport; - Cabin Crew Division; and - Flight operation Department. • Cabin Crew must keep passenger’s items related to the death (if any), such as meal, drink, etc. • Cabin Crew may change seats for other close passengers (if seat available) instead of moving the deceased passenger. • Cabin Crew has the responsibility to keep and itemize passenger’s valuables with the witness and signature of one passenger of the flight (the witness name, address, passport number and his itinerary must be recorded).

7.4.2.2 At Arrival Airport • Upon receiving the information from the Captain of the flight, the Station Manager informs the following departments about the passenger’s death:

o Local police office. o Airport authority. o Medical office at airport. o Appropriate Embassy, Consulate or High Commission, if the passenger is a foreigner.

o Deceased passenger’s family. • Station Manager and duty Cabin Crew should create favorable conditions for Air Medical Office as well as the local Police to complete the necessary procedures while conforming to customs of the region or the country where the incident occurred. The Air Medical Office at the airport is the organization that has the right to draw the conclusion on the passenger’s death. • Station Manager informs ground handling company or sections concerned at the arrival airport to clean or disinfect the deceased passenger’s seat area. • If relatives of deceased passenger are not present at the airport, Station Manager completes necessary procedures (instead of deceased passenger’s family), such as: receive death certificate, as well as the sending of a mourning wreath to the deceased passenger’s family.

• Station Manager at the arrival airport has the responsibility to inform (by SITA message) Station Managers concerned to cooperate and respond to the event based on the actual situation as well as informing (copying) Flight Operations and the Marketing Services Department. The Captain of the flight may directly inform the ground handling company if arrival airport does not have a Station Manager. The content of message: PAX DECEASED IN FLIGHT:

o Flight number/sector/date. o Information about the passenger: - Full name, sex and date of birth, nationality, passport number, address, other information.

o For example: VTEKKQV VTEOPQV SINKKQV .VTEKKQV PAX DEAD LPQ APT A.QV535/LPQVTESIN/15AUG2014 B.SOMSY CHANHUK/FEMALE/19JAN1950 -LAO/P0088899423 -NAMCHAY STR LPQ LAO TEL NO 55566649 C. INFORM PAX RELATIVE AT LUANGPRABANG • Cabin Crew hands over all deceased passenger’s valuables and his baggage to the local Police Office together with itemized list and record of evidence. • The Captain of the flight will have the responsibility to complete the above procedures if arrival airport does not have a Station Manager.

7.4.3 Passenger Deceased while on Ground Handling Procedures • Duty ground staff should immediately inform the Lao Airlines Station Manager and airport authority to give first-aid or assistance when finding any irregular evidence of a passenger’s health condition during ground handling operations (such as: airport terminal, ramp service area, car, car step, bridge). Ground handling has the responsibility to assist and provide the necessary facilities and personnel (staff and means) to transfer the passenger to a hospital. • When the death occurs during ground handling, the Lao Airlines Station Manager has the responsibility to inform the following sections and departments:

o Airport authority. o Local Police Station. o Customs Office (if the passenger’s baggage is required to complete customs procedure)

o Immigration office (in case of passenger taking international flight). o Medical center at airport. o Embassy/Consulate of the country that the passenger is a citizen. o The relatives of deceased person. o Lao Airlines Corporate Affairs. • Station Manager has the responsibility to file a “Passengers health irregular report “(sample at the end of this section). The report (2 copies) must be made and signed by the representative of the airport authority and two witnesses:

o The first copy is kept by airport authority o The second copy is kept by Station Manager. • Station Manager has the responsibility to cooperate with police and the customs office (if any) to identify and list any of the passenger’s valuables and belongings. • Station Manager at the airport should secure all of passenger’s valuables and baggage (including his checked baggage if any) and transfer them to the police or customs office. • Station Manager should keep the passenger’s items related to his death (if any), such as: meal, drink, etc. (in order to transfer the items to sections concerned as evidence). • Station Manager and crew members have the responsibility to create favorable conditions for sections concerned (air medical office, local police station and other authorities) to complete the necessary procedures conforming to the customs of the region (where the incident occurs). • If the passenger’s relatives are not present at airport, the Station Manager has the responsibility to help them to complete the necessary procedures, such as: receive death certificate (on behalf of the passengers relatives), as well as sending mourning wreath to the passengers family. • Station Manager has the responsibility to inform (by SITA) down line stations concerned about the event to cooperate in handling the situation. The message must include the following content:

o PAX DECEASED AT STATION. o Flight number/route/date. o Information concerning the passenger: - Passenger’s name, sex, date of birth. - Nationality, passport number. - Address.

o Other information concerned, at end of report. o For example: VTEKKQV VTEOPQV SINKKQV .VTEKKQV PAX DEAD LPQ APT A.QV535/LPQVTESIN/15AUG2014 B.SOMSY CHANHUK/FEMALE/19JAN1950 - LAO/P0088899423 - NAMCHAY STR LPQ LAO TEL NO 55566649 C. INFORM PAX RELATIVE AT LUANGPRABANG END OF REPORT • To fulfill insurance responsibilities as well as fulfill the requirements of insurance claims, the Lao Airlines Station Manager has the responsibility to inform insurance Section‐Finance Department the of following content:

o Information about the passenger name, sex, and date of birth, nationality, and passport number, address.

o Symptoms and diagnosis before the death. o Meal, drink used by the passenger (if any). o Related note of witness before the death occurs. o Other reasons which may have caused the death. o Other factors concerned. • Lao Airlines Station Manager has the responsibility to send the report (as specified above) to Lao Airlines Insurance Section‐Finance Department, the report includes the following details:

o Report of the situation. o Waiver of Responsibility forms (if any). o Treatment or action taken by Doctor (if any). o The conclusion about the death given by doctor (if any). o The copies of the passengers ticket together with passenger name list o Other documents and papers concerned.

7.5 Inadmissible Passenger (INAD)

7.5.1 General For further details reference the Lao Airlines LSP Chapter 6.15.

7.5.1.1 Definitions • Inadmissible Passenger (INAD) is a passenger who is not allowed to enter into a country for various reasons, depending on local regulations. • Inbound Carrier is the carrier carrying an inadmissible passenger to a country where he/she is not allowed to enter. • Participating Inbound Carriers are all carriers (including the inbound carrier) involved in carrying an inadmissible passenger from his last stopover or original point to the point that he/she is not allowed to enter. • Outbound carrier is the carrier carrying an inadmissible passenger from the point that he/she is not allowed to enter. • Participating outbound carrier are all carriers (including the outbound carrier) involved in carrying an inadmissible passenger from the point that he/she is not allowed to enter.

7.5.1.2 Reasons

Passengers may not be allowed to land into a country for various reasons, depending on local regulations, for example:

• Passenger does not possess legal travel documents (passport, visa, etc.); • Passenger does not possess his return or onward ticket and is unable to pay for his expense, etc. • Passenger is refused onward carriage by the carrier for not having valid ticket or legal travel document, etc.

7.5.1.3 The Responsibility of Carriers Concerned Carrying an inadmissible passenger may cause the following consequences: • Passenger may not be allowed to enter a country or continue his travel itinerary. • The inbound carrier has responsibility to return inadmissible passenger to his original point and bear part or the whole transportation and other expenses concerned, if any. • The inbound carrier may be fined by the local authority for carrying an inadmissible passenger.

7.5.2 Handling Procedures

The following handling procedures are applicable when Lao Airlines is the inbound carrier:

7.5.2.1 At Booking Offices • Booking staff must carefully check all passenger travel documents to ensure that the documents meet the requirements for entry, transit countries within a passenger’s itinerary based on the information indicated in Travel Information Manual (TIM) or reservation system’s TIMATIC. Passengers should be reminded to obtain or complete necessary documents to minimize the number of inadmissible passengers at the point of entry or transfer. • Passenger should prepare and complete all necessary travel documents. Information from the carrier is considered only the instructions to assist passengers; therefore, the carrier will not take the liability if this information is incorrect or not updated.

7.5.2.2 At Departure Station • Prior to acceptance for any risk based Special Passenger, all involved departments, to include at a minimum Security, Police, Station Manager, Pilot in Command, Customs& Immigration, will perform a risk assessment of the passenger based on the risk assessment procedures outlined in the Lao Airlines Security Program. The risk assessment will determine what, if any, risk is involved in carrying the passenger and if any special procedures or escorts would be required. • Check-in staff must carefully check all of the passenger’s travel documents to ensure that these documents meet the requirements for entry or transit through countries within the passenger’s itinerary is based on the information indicated in the Travel Information Manual (TIM) or reservation system’s TIMATIC. • Passenger will be refused carriage if his travel documents do not meet the conditions or requirements to enter or transit a certain country in his itinerary. • If a passenger’s travel documents are considered to be illegal or suspicious, the Station Manager at the station will have the right to take possible actions; however, the following procedures should be applied in such cases:

o Inform the passenger about his travel documents and indicate that he will have to pay for all expenses arising from the journey.

o When a passenger is not allowed to enter, the Station Manager has the responsibility to retrieve the “Letter of Refusing Admission” issued by the local authority and together with his illegal travel documents (original or copies), send these documents to the arrival Station Manager to keep as evidence to identify the liability of the carriers or persons concerned. • Ticketing:

o The ticket may have restrictions, such as minimum stay, fare Validity, etc., in the “Restrictions Endorsements” box. These restrictions may be waived after a review by the Station Manager. If so, it must be indicated as “restrictions waived due to Inadmissible Passenger”.

o The inbound carrier has the right to waive all transfer restrictions indicated in an inadmissible ticket without other airline endorsements.

o If an inadmissible passenger’s ticket does not cover the whole itinerary (from denied entering point), the inbound carrier has to issue a ticket using the following principles: - Issue the ticket to the passenger’s original final destination. - If the passenger is not allowed to enter at the above final destination, he will be re-ticketed to his original point of departure.

o At the denied entry point, if the passenger is required to transfer to a certain point (by local authority), the inbound carrier will ticket the passenger according to the required itinerary.

o The code “INAD” must be entered after his name on the ticket. o If the inbound carrier is unable to issue a ticket for the passenger due to any reason the other carriers may be required to issue the ticket. However, the inbound carrier will have the responsibility to collect all expenses from the passenger. • The following procedures will be applied:

o The rate applied to an inadmissible passenger’s ticket as indicated above will be the applicable fare applied for the itinerary from the passenger’s original departure station to the denied entry point for both inbound and outbound sectors of the passenger’s itinerary. Unused flight coupons of the passenger’s original ticket will be collected and converted into the new ticket.

o The inbound carrier has the responsibility to collect the fare difference between the passenger’s original ticket and the new one. • Booking procedures:

o The inbound carrier has the responsibility to reserve a seat for the passenger’s outbound itinerary. The inbound carrier should use appropriate and reasonable services (using the flights of inbound carriers). • Fare Collection:

o If the Station Manager at the denied entry station is unable to collect a part or the whole of the haulage allowed by law or governmental regulation from the passenger, the Station Manager at the arrival station will have the responsibility to collect the charges.

o In case of having more than one inbound carrier, the above unpaid haulage will be shared among the inbound carriers concerned based on their proportion of the carriage in accordance with the regulations indicated in “IATA Revenue Accounting Manual”.

o Outbound carriers, however, will receive their full haulage based on their proportion of the carriage in accordance with applicable interline revenue accounting procedures.

• Arising Expenses:

o An Inadmissible passenger has to pay for the expense arising from his situation until leaving from the denied entry point, such as: food, hotel accommodation, ground transportation expense, etc.

o If a passenger is unable to pay for the expense arising from the situation, Lao Airlines Station Manager (in case Lao Airlines is the inbound carrier) may consider providing the passenger essential services during the time, such as: food, hotel accommodation, surface transportation expense, etc. If the inbound carrier is unable to collect the expenses and the expense is equal or exceeding USD 25, the inbound carriers will settle the payment for the other inbound carriers, based on their proportion of the carriage in accordance with the regulations indicated in “IATA Revenue Accounting Manual”. • Document handling:

o At the denied entry point, the Station Manager has the responsibility to make a report of the inadmissible passenger’s situation and then send it to Lao Airlines Finance Department for settlement. The report includes: - 1 copy of “Letter of Refusing Admission” issued by local authority. - 1 copy of outbound ticket (if any). - 1 copy of issuing ticket request if Lao Airlines (as the inbound carrier) does not issue ticket for inadmissible passenger. - Expense listing to provide services for an inadmissible passenger. • Assist inadmissible passenger to check‐in for outbound itinerary:

o The representative of the inbound carrier has the responsibility to assist the inadmissible passenger to complete the immigration procedures and keep his passport (original or copy) together with the “Letter of Refusing Admission” to the purser who will transfer them directly to the arrival Station Manager.

o If the inadmissible passenger is violent or in the assessment of the Station Manager is likely to pose a security risk to the aircraft, crew and/or other passengers the Station Manager will follow the procedures for handling a deportee (see section 8.5).

• Informing concerned departments:

o Captain and Cabin Crew Manager of the flight carrying the inadmissible passenger must be informed of the situation through the “Special Information to Cabin Crew” form.

o Representative/Station Managers of carriers concerned must be informed about the inadmissible passenger so that they can prepare the necessary steps to deal with the situation. The information must include the followings: - Name and address of the inadmissible passenger; - Denied entering reason; - Inbound ticket form and serial number; - Date and inbounds itinerary; - Outbound ticket form with serial number and final destination; - The haulage or any expense which must be collected from the passenger; - The amount of money which has been collected from the passenger (if any). - The date and flight number of the flight on which passenger will arrive at the final destination.

o If the passenger’s itinerary is an interline flight, the corresponding outbound carriers will be informed of the following: - Name and address of the inadmissible passenger; - Denied reason; - Inbound ticket form and serial number, itinerary with corresponding carriers; - The haulage or any expense must be collected from the passenger; - The amount of money which has been collected from the passenger (if any). - Outbound ticket form and serial number, itinerary with corresponding carriers; - Other special requests. • Report:

o Station Manager at the denied entry station has the responsibility to inform (by TELEX) sections concerned (Marketing Service Department, the Station Manager of original departure airport, etc.) about the case. The report must contain the following information: - Full name, nationality, permanent residence address of inadmissible passenger (if any). - The date and flight number of the flight on which passenger arrived at denied station. - The date and flight number of the flight on which passenger leaves the denied entry station. - Denied entry reason.

- Inbound ticket form and serial number, itinerary with corresponding carriers. - The amount of money which has been collected from the passenger (if any). - Outbound ticket form and serial number, itinerary with corresponding carriers.

7.5.2.3 At Arrival Station • Cabin Crew will hand over the inadmissible passenger, together with his passport and the “Letter of Refusing Admission”, to the representative of the carrier at the arrival station. • Station Manager at the arrival station escorts the passenger to immigration counter/office and hands him over to local immigration office. The Station Manager should collect all unpaid expense from the passenger. • If the inadmissible passenger continues to take another flight at the station, the representative of the inbound carrier will hand over the passenger together with his documents concerned to a representative of the new carrier.

7.5.3 Intoxicated/Unruly Passengers Passengers that appear to be intoxicated or unruly during the check-in process or at any time prior to boarding must be evaluated by the Station Manager (SM) to ensure that they do not impose a threat to the aircraft, employees, or other passengers. During the check-in process the agent will be responsible to monitor passengers as they check-in and identify any passengers that seem to be intoxicated or abusive. This may include passengers that: • Seem to slur their words; • Smell of alcohol; • Can not stand straight; • Are yelling or making loud gesture; • Arguing with other passengers; • Arguing with or yelling at the agent. If any of these signs are recognized the Agent will refuse any passenger that is intoxicated, abusive, whether on alcohol or drugs, and will immediately contact the SM to attend and provide an assessment. If required, the local Police Authority may also be called. • If the passenger seems not angry or aggressive the Station Manager (SM) must attend and perform an assessment of the passenger. Upon approval of the SM the passenger can be accepted for transport.

o The SM will need to advise the boarding agent to perform another evaluation or the SM will attend the boarding gate prior to en-planing to make a second evaluation of the passenger. • If the passenger is approved for boarding the SM will advise the Purser to monitor the passenger and to not serve any alcohol to the passenger during the

flight. The passenger will be advised to behave during the flight and follow the instructions of the crew. If it is found that the passenger has become more intoxicated or unruly at the boarding gate, the local Police Authority shall be called and the passenger denied boarding and escorted out of the sterile area. If the passenger is deemed to be unfit to travel and denied by the SM the passenger shall not be allowed to fly for 24 hours and the Passengers Notification Record will need to be retained. In addition the SM will complete a Security Report and submit the report to the SQS Department.

7.6 Deportees

7.6.1 Definition

A deportee is a person who, having been admitted into a country or having entered it illegally, is required by competent authorities to be removed from the country.

7.6.2 Handling Procedures

7.6.2.1 General Principles • In general, the authority deporting the passenger has the responsibility to grant the ticket at applicable fare for the passenger unless it is contrary to applicable law or government regulations. • The carrier has the right of being informed about the deportee (including the reason of the case) in order to prepare necessary steps to appropriately respond to the situation and ensure the safety and security of its passengers and personnel and be entitled:

o To request deporting country to provide an escort to accompany the deportee. The escort has to buy ticket at applicable fare, or

o To not accept the deportee. • Transferring a deportee from a country to a certain point is not the obligation of a carrier. • Prior to acceptance for any risk based Special Passenger, all involved departments, to include at a minimum Security, Police, Station Manager, Pilot in Command, Customs& Immigration, will perform a risk assessment of the passenger based on the risk assessment procedures outlined in the Lao Airlines Security Program. The risk assessment will determine what, if any, risk is involved in carrying the passenger and if any special procedures or escorts would be required.

7.6.2.2 Handling Procedures • Enter code “DEPA” (accompanied deportee) or “DEPU” (unaccompanied deportee) after the passengers name when issuing the ticket. • Reserve a seat to the deportee’s final destination. In case of interline itinerary, inform booking offices concerned through code AIRMP “DEPA” or “DEPU” in accordance with interline reservation procedures. • The deportee’s seat must be allocated in the rear of the cabin, away from an emergency exit. The deportee and escort (if any) should be seated separately from other passengers if possible. • The Captain and Cabin Crew Manager of the flight must be informed about the deportee through “Special Information to Cabin Crew” form. • Disembark after all passengers have left the aircraft. It is recommended that the deportee and the escort (if any) should not be served drinks with alcohol and other kinds of catering items which can be used as dangerous weapons to attack other passengers onboard. • In case of unaccompanied deportee, Station Manager/duty ground staff has the responsibility to keep and hand over the deportee’s passport, together with the copy of “Order of Deportation” issued by the local authorities, to the purser of the flight. • Inform sections concerned of the following:

o Full name of the deportee with code “DEPA “or “DEPU “ o The whole of the deportee’s itinerary, corresponding flight numbers and carriers, with or without escort person.

o Station Manager at the arrival station informs the following participating carriers about the deportee if possible. • Upon arrival, Cabin Crew will hand over the deportee (in case of unaccompanied deportee), together with his passport and “Order of Deportation” form, to the Station Manager. • The Station Manager at the arrival station escorts the deportee to immigration counter/office and hands him over to local immigration office. • If the deportee continues to take another flight at the station, the representatives of the carrier will hand over the passenger together with his concerning documents to the representative of the following participating carrier.

7.7 Special Service Requirements Acceptance Procedure

7.7.1 Principles • Acceptance of Special Service Requirements (SSR) must be in accordance with the regulations specified in sections 8 and 9 of this manual, including: conditions for acceptance, carriage handling procedures, applicable change regulations, issuing ticket, etc. • SSR information entered into PNR must conform to AIRMP standard format as in the following syntax: • >SSRn XXXX LAO AIRLINES NNi/PK.

1 2 3 4

# Purpose Example

1 “n” is the number of sectors in which passenger 1 or 2 sectors required SSR

2 “XXXX” is SSR code that conforms to AIRMP BSCT, XBAG, standard format MAAS, etc.

3 “i” is the number of SSRs indicated in NN1 or NN2, etc. passengers PNR

4 “K” is the number of passengers in PNR P1 or P2

Other information (text form) is entered into “RMK” or “OSI” section

• Acceptance may be automatically processed and confirmed through computer system or informed by SSR Center‐Marketing Service Department.

7.7.2 Bassinet Acceptance and Handling Procedures

At this time Lao Airlines does not have the capabilities to accommodate bassinets on any of their aircraft.

7.7.3 Other SSR Acceptance Procedures • SSR mentioned in this article includes the followings:

o Heavy baggage: baggage exceeding 40kg o Oversize baggage: baggage with its three dimensions exceeding 203cm. o Pets (include: house dog, cat, bird) are accepted as checked baggage. o Others pets will not be accepted as checked baggage. o Oversize passenger: the passenger requires extra seat on the flight. o Passenger requiring MAAS service are passengers requiring assistant service at departure, transfer, or arrival station: - Elderly passenger; - Unaccompanied minor; - Expectant mother; - Blind passenger; - Deaf passenger.

o Passenger requires language assistance: - Is a passenger who can speak only native language, and therefore, requiring other language assistance.

• SSR Information Requirements

Services Service Code Information Requirements Heavy Baggage XBAG Category, quantity; weight dimension

Oversize Baggage BULK Category, quantity; weight dimension

Live Animal AVIH Category, quantity; the weight of pet, container dimension

Baggage Requirement CBBG Not Authorized Seat

Oversize Passenger EXST No additional requirements

Passenger Requires MAAS Passengers characteristic, health Assistant condition, service requirement

Passenger Requires LANG Language requirement Language Assistance

• Acceptance procedures:

o Booking staff sends SSR message request to SSRC after entering information concerned into Gabriel system (AIRMP standard format)

o After receiving the request from booking office, SSRC checks and coordinates with sections concerned (if necessary) to grasp the possibility of providing services (as passenger request). Sections concerned have the responsibility to confirm their ability to provide such services in time, the sections concerned include: - For flight departure and arrival at VTE, LPQ, PKZ Vientiane, Luangprabang, Pakse International airport Ground Service Companies, Aircraft Maintenance Center‐VTE, Cabin Crew Division, copying to Operation Control Centers concerned for supervising purpose. - For others In-Land and Overseas stations: Station Manager at the airport and Cabin Crew Division.

o SSRC confirms “KK/HK” (if passenger request is accepted) or “UN/NO” (if the request is not accepted) on passenger’s PNR and sends processed message to booking office.

o Based on passengers PNR and processed message (from SSRC), booking staff confirms the capability of providing of services (as passenger requests).

o Sections concerned have the responsibility to prepare necessary conditions to provide and serve a passenger according to the information (from SSRC). It should be noted that sections concerned should prepare “Extra Seat” for oversize passengers (EXST) onboard.

7.7.3.1 Flying While Pregnant • Lao Airlines does not accept pregnant passengers beyond the 35th week of pregnancy for a single, uncomplicated pregnancy, and 32 weeks for an uncomplicated pregnancy of multiples. • Pregnant passengers must also obtain a medical certificate, issued by their doctor (including fitness for travel, weeks pregnant, and estimated due date). Reservations may request the medical certification at the time of booking.

o If the booking and departure dates are more than one month apart, a new certificate should be issued (by your attending gynecologist) not more than 3 days before departure. This certificate will have to be presented at check‐ in when requested. • After the eighth month of pregnancy two sets of Declaration of Indemnity must also be completed at check‐in. • Lao Airlines strongly advises against traveling past 37th week of pregnancy. • Medical Clearance Required:

o Single pregnancy – after 35 weeks; o Multiple pregnancy – after 32 weeks.

7.8 Special Passenger Handling Forms

7.8.1 Waiver of Responsibility for UM

7.8.2 Handling Instruction For UM

7.8.2.1 Coupons 1 and 2

7.8.2.2 Coupons 3 and 4

7.8.2.3 Coupons 5 and 6

7.8.2.4 Coupon 7

7.8.3 Medical Information Form I (MEDIF I)

7.8.4 Reserved

7.8.5 Medical Information Form II (MEDIF II) – Part A

7.8.6 Waiver of Responsibility for Medical Passenger

7.8.7 Guidance to the Physician

GUIDANCE TO THE PHYSICIAN

A. CONDITIONS INVOLVING AIR TRAVEL:

Civil aircraft fly at an altitude of 7,000‐12,000 meters through the stratosphere at almost the speed of sound 900 km per hour. At high altitude where barometric pressure is much lower than on the ground, aircraft cabin is mechanically pressurized during the flight. The cabin air pressure during the cruise is maintained at an equivalent to that of a 1,500‐ 2,000 meter high mountain top. Additionally, cabin air pressure changes greatly during 15‐30 minutes after takeoff and before landing.

Therefore, it should be noted, in diagnosing the incapacitated passenger, that the following conditions will be produced in aircraft cabin:

1. Comparative low pressure in the aircraft cabin: • As air pressure becomes lower, internal gases in human body expands. The gas trapped in the body and which does not get discharged expands during the flight. This may put pressure on affected parts or internal organs and may cause pain and/or breathing difficulty. 2. Comparative low oxygen concentration: • Passengers (patients) having problem with respiratory organs, heart, cerebral blood vessel and serious anemia will be affected by decreasing oxygen concentration in the high altitude. Also women in the late stage of pregnancy and new born babies may be affected. 3. Light turbulence (could cause uneasy felling) 4. The safety and control of other passengers should be considered. 5. In spite of the foregoing, there may be occasions when the passenger may have to be carried when the saving of the passenger’s life is involved. - GUIDING PRINCIPLES IN DECIDING WHETHER OR NOT A PERSON IS PHYSICALLY AND MENTALLY FIT TO TRAVEL BY AIR*:

Persons under following conditions are generally considered unfit for air travel on Lao Airlines:

1. Those suffering from severe and critical heart disease: • Severely decompensate cardiac failure, cyanotic conditions or myocardial infarction (those who had an attack within the past 6 weeks are not acceptable even if the infraction was minimal). 2. Those suffering from severe disease or lesion of respiratory organs, which cause severe dyspnea: • Those patients with entrapped gas such as a recent spontaneous preumothorax or who may have residual air in nervous system after medical examination such as encephalopneumography or ventriculography • Deep sea divers are not acceptable for air travel within 24-48 hours of a deep dive or working in scuba room.

GUIDANCE TO THE PHYSICIAN (Continued)

3. Those with lesions that may cause reiterate hemoptysis, hematemesis, melena, vomiting or severe groaning. 4. Those with cerebral apoplexy (those who had an attack within the past 4 weeks are not acceptable). 5. Those with large mediastinal tumors, extremely large unsupported hernias, intestinal obstruction. 6. Those with cranial discases, cephalic lesions resulted in increased intracranial pressure, fracture of the skull and those with recent fracture of the mandible with permanent wiring of the jaw. 7. Those who have severe anemia with Hemoglobin level less than 8g/dl. 8. Those suffering from severe otitis media and sinusitis with blockage of the Eustachian tube. 9. Those who have not completely recovered from surgery (because of insufficient time for the wounds to close) of head, chest or abdomen: • Within 10 days of simple abdominal operations and 21 days of chest surgery • Women in the immediate afterbirth. 10. Person obviously under the influence of alcohol, drugs or other narcotics; those mentally ill and medical condition is unstable, who may be hazardous to others and/or to themselves. 11. Recent cases of poliomyelitis at any time unless special arrangement are made with the carrier. 12. Person with skin diseases that are contagious or repulsive in appearance or smell that may cause discomfort to other passenger. 13. Person who are suspected or suffering from infectious diseases: • Cholera, dysentery typhoid fever, paratyphoid fever, eruptive typhoid, smallpox, scarlet fever, diphtheria, plaque, epidemic meoningoencephalitis, Japanese encephalitis, active tuberculosis (infectious) or any other epidemic infectious or any contagious diseases are not acceptable for air travel. 14. Infant within 14 days of birth. 15. Pregnant women beyond the thirty-second week.

NOTE: However, with a particular case, if the medical condition or the state of health of the person is considered stable and the attending/examining physician certifies the person fit for air travel with prognosis and escorted by an attending physician who is responsible for takes care of patient, he/she may be assessed by the airline for acceptable for air travel.

7.8.8 Passengers Health Irregularity Report (Part 1)

(Part 2)

7.8.9 Irregularity of Travel Report

7.8.10 Special Passenger Notification to Captain (NOTOC)

Intentionally Left Blank

8 Baggage Handling ...... 8-1 8.1 General Regulations...... 8-1 8.1.1 Definitions ...... 8-1 8.1.2 General Regulation of Carriage ...... 8-2 8.1.3 Free Baggage Allowance ...... 8-5 8.1.4 Excess baggage charge ...... 8-7 8.2 Handling Procedures ...... 8-12 8.2.1 Acceptance of Baggage ...... 8-12 8.2.2 Collection of Excess Baggage Charge ...... 8-23 8.2.3 Handling of Transit/Transfer baggage ...... 8-25 8.2.4 Delivering Baggage ...... 8-27 8.2.5 Baggage Manifest (Bingo Card) Documentation ...... 8-28 8.3 Priority Baggage ...... 8-30 8.3.1 Priority Baggage ...... 8-30 8.3.2 Crew Baggage ...... 8-30 8.4 Value Declared Baggage ...... 8-31 8.4.1 General Regulations ...... 8-31 8.4.2 Handling Procedures ...... 8-32 8.4.3 Example Baggage Value Declaration ...... 8-34 8.5 Restricted Baggage ...... 8-35 8.5.1 Pets ...... 8-35 8.5.2 Bulky Baggage (Block Seat baggage) ...... 8-36 8.5.3 Fragile ...... 8-36 8.5.4 Perishable Items ...... 8-37 8.5.5 Human Remains ...... 8-38 8.6 Liability ...... 8-39 8.6.1 Damaged or Lost Luggage ...... 8-39 8.6.2 Damaged Baggage ...... 8-39 8.6.3 Mishandled Baggage ...... 8-40 8.6.4 Lost Baggage ...... 8-40 8.6.5 Limits on Liability ...... 8-40 8.6.6 Baggage Claims ...... 8-41 8.6.7 Nature of Claims ...... 8-41 8.6.8 Distribution...... 8-41 8.6.9 Delayed/Missing Property ...... 8-42 8.6.10 Lost On Board ...... 8-42 8.7 Tag Examples ...... 8-43 8.7.1 Destination Baggage Tag ...... 8-43 8.7.2 Interline Baggage Tag ...... 8-44 8.7.3 Limited Release Tag ...... 8-45 8.7.4 VIP Tag ...... 8-45 8.7.5 Business Class Tag ...... 8-46 8.7.6 Crew Tag ...... 8-46 8.7.7 Priority Tag ...... 8-46

8.7.8 Unaccompanied Minor Tag ...... 8-47 8.7.9 Meet and Assist Tag (MAAS) ...... 8-47 8.7.10 Group Tag ...... 8-47 8.7.11 Fragile Tag ...... 8-48 8.7.12 Heavy Tag ...... 8-48 8.7.13 Rush/ Expedite Tag ...... 8-49 8.7.14 Cabin Baggage Tag ...... 8-49 8.7.15 Passenger Baggage Identification Label ...... 8-50 8.7.16 Live Animal Tag ...... 8-50 8.7.17 Keep Dry ...... 8-51 8.7.18 This Side Up ...... 8-51 8.7.19 Perishable Goods ...... 8-52 8.7.20 COMAT ...... 8-53

8 Baggage Handling

8.1 General Regulations All domestic and international carry-on and checked baggage will be 100% security screened based on the national authorities screening procedures. International flights regulations require that any liquids, aerosols and gels in carry‐on baggage must be in containers of no more than 100ml each, and all must be sealed in one clear plastic bag.

8.1.1 Definitions

8.1.1.1 Baggage

Baggage which is equivalent to ”luggage”, means such articles, effects, and other personal property of a passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with his trip. Unless otherwise specified, it shall include both checked and carry-on baggage of the passenger.

8.1.1.2 Checked Baggage Checked baggage means baggage, which is delivered to and accepted by the carrier for carriage and for which a baggage check (baggage tag) is issued. Checked baggage, therefore, is the baggage of which the carrier takes sole custody until returned to the passenger.

8.1.1.3 Carry-on Baggage

Carry-on Baggage means baggage of which the passenger retains custody throughout the journey.

8.1.1.4 Free Baggage Allowance

Free baggage allowance means baggage of which passenger may carry free of charge provided that conditions and limitations of carriers regulations must be observed.

8.1.1.5 Excess Baggage

Baggage in excess of free baggage allowance is considered “Excess baggage.” Passenger has to pay for the carriage of this baggage in accordance with carriers applicable regulations.

8.1.1.6 Baggage Identification Tag

Baggage Identification Tag is the document solely issued by carrier for the following purpose:

• Identify checked baggage. • To identify baggage’s itinerary. • To identify the state and conditions of baggage. • To assist the passenger if there is a complaint in regards to baggage.

8.1.1.7 Baggage ticket

Baggage ticket is the portion of passenger ticket concerning to the carriage of the passengers checked baggage.

8.1.1.8 Excess baggage ticket Excess baggage ticket is the document issued by the carrier for the purpose of collecting the charge of excess baggage as per carrier’s standards

8.1.2 General Regulation of Carriage

8.1.2.1 The passenger shall not include in baggage • Articles, which do not constitute baggage as, defined in section 8.1.1 above. • Articles, which are likely to endanger the aircraft or persons or property on board the aircraft, including (but without limitation) explosives, compressed gases, corrosives, oxidizing radioactive or magnetized materials, materials that are easily ignited, poisonous, offensive or irritating substances, and liquids (other than liquids in the passengers carry-on baggage for this use in the course of the journey) • Articles the carriage of which is prohibited by the applicable laws, regulations or order of any state to be flow from to or over. • Articles, which in the opinion of carrier are unsuitable for carriage by reason of their weight, size, shape or character. • Live animals, except the cases indicated in section 8.5.1. • Arms or munitions, unless regulation is specified by the carrier.

8.1.2.2 Carriage of Firearms and Munitions

Firearms and munitions other than for hunting and sporting purposes are prohibited from carriage as baggage. Firearms and munitions for hunting and sporting purposes maybe accepted as checked baggage in accordance with carrier’s regulations. Firearms must be unloaded with the safety catch on and suitably packed. Carriage of munitions is subject to ICAO and IATA Dangerous goods regulations.

Refer to Lao Airlines Security Program (LSP) section 7.8 – Procedures for Carriage of Firearms and Weapons.

8.1.2.3 Refuse Carriage

Carrier may refuse to carry the baggage, which contains the items specified in article 8.1.2.1, and 8.1.2.2 above or in case of such items are being found in the baggage

8.1.2.4 Checking Passenger’s Baggage

For reasons of safety and security, carrier may request passenger to permit a search to be made of his person and his baggage, and may search the passengers baggage in his absence if the passenger is not available for such permission to be sought, for the purpose of determining whether he is in possession of or whether his baggage contains any article described in article 8.1.2.1 and 8.1.2.2 above. If the passenger is unwilling to comply with such request, carrier may refuse to carry the passenger or his baggage. In such case, the carrier will not take the liability of the carriage of the passenger and his baggage except refunding his ticket applying the carrier’s current regulations.

8.1.2.5 Carry-on Baggage • Maximum carry‐on baggage allowance applicable to Business Class passenger is two pieces, to Economy Class passenger is one piece with a maximum weight of 7kgs and the sum of three dimensions shall not exceed 115 cm (56cm x 36cm x 23cm) or (22 x 14 x 9 inches). Carrier may refuse to carry passenger’s checked baggage and may require the passenger to check his baggage in case of exceeding quantity, weight and dimension as specified above.

8.1.2.7 Checked Baggage • Upon checked baggage being delivered to carrier, the carrier shall take custody of baggage and issue a baggage identification tag for each piece of the checked baggage. • If baggage has no name or other personal identification, the baggage owner shall affix such identification to the baggage prior to acceptance. • Checked baggage will be carried on the same aircraft of its owner, unless carrier decides this is impracticable, in such case the carrier will carry the above checked baggage on its following flight and the baggage owner must be informed and receive compensation as specified in baggage late arrival’s regulations. • Carrier may refuse to carry checked baggage which includes the items, such as: fragile or perishable articles, money, jewelry, precious metals, negotiable papers, securities or other valuables, business document or samples. Such items may be accepted to carry if passenger has advance arrangement with carrier and proper documents (required by authorities concerned). • Carrier may refuse to accept baggage as checked baggage unless it is properly packed in suitcases or other suitable containers to ensure safe carriage with ordinary care in handling. • In the event advance arrangement was not made, carrier may carry excess baggage on the following flights.

o In such case, passenger shall not receive the compensation as specified in baggage late arrival’s regulations. Remark: • Unaccompanied Baggage cannot be accepted as check‐in baggage that will not be travelling with the passenger. Unaccompanied baggage must be sent as Freight (Cargo).

8.1.2.8 Collection and Delivery of Baggage • Passenger shall collect his baggage as soon as it is available for collection at destination or intermediate station. • Only the person who has the baggage ticket and baggage tag issued by the carrier is allowed to receive baggage at the baggage claim area. • Acceptance of baggage by the owner of the checked baggage without complaint at the time of delivery is evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage. However, within 7 days from the date of baggage delivery, passenger may file a complaint to the carrier about his baggage (concerning the contents inside the baggage), in such case, evidence of loss or damage must be given by the passenger. • Based on Lao Airlines regulations, “Lost & Found” department has the responsibility to solve all claims concerning baggage, such as loss, damage and late arrival.

8.1.3 Free Baggage Allowance

There is a limit to how much free baggage Lao Airlines Guests can check‐in due to size constraints and weight limitations.

The free baggage piece allowance for adults and children (except infants) on Lao Airlines flights is detailed in the table below.

NOTE 1: Any checked baggage which exceeds these allowances will be subject to standard excess baggage charges and conditions.

NOTE 2: the total dimensions are determined by adding together the length, height and width of the bag.

8.1.3.1 Free allowance baggage with Lao Airlines

Cabin Class Piece Maximum Weight Allowance Status Allowance Dimensions International 158cm (62in) per 2 Pieces 32kg (70lb) per piece business piece Maximum 23kg (50lb) total International 158cm (62in) per 2 Pieces (for all pieces combined Economy piece 46kg)

8.1.3.2 For Children • Weight System:

o Children (from 2 up to 12 years old) paying children’s fare will receive the same free baggage allowance for adults.

o Infant (under 2 years old) paying infant’s fare will receive 10kgs free baggage allowance. • Piece System:

o Children (from 2 up to 12 years old) paying children’s fare will receive the same free baggage allowance for adults.

o Infant (under 2 years old) paying infant’s fare will be allowed one piece of checked baggage of which the sum of the three dimensions does not exceed 115 cm (45 inches) and the weight does not exceed 32kgs (70 lb) plus one collapsible stroller.

8.1.3.3 Carry-on items that are considered to be carried free of charge

In addition to free baggage allowance, each passenger may carry, without additional charges, the following personal effects for use during embarking, disembarking or onboard, provided that such effects are retained by passenger’s custody:

• A handbag, pocket book or lady’s purse, i.e., which is appropriate to normal traveling dress and is not used as a container for the transportation of articles which would otherwise be regarded as baggage ; • An overcoat, wrap or blanket; • An umbrella or walking stick; • A laptop computer, a small camera and / or binoculars; • A reasonable amount of reading materials for in flight reading only; • Infant’s food for consumption in flight; • Infant’s carrying basket or bassinet;* • A fully collapsible wheel chair;* • A pair of crutches and/or braces or other prosthetic device for the passenger’s use. Remarks: • All articles to be specified in Section 9.1.3.3 shall not be weighed and shall be included in passenger body weight. • * These items may be carried in cargo compartment of the aircraft. • Any other articles, including overnight bags, briefcases, typewriters, personal radios, ladies vanity or cosmetic cases, hat boxes, heavy cameras and reading matter which cannot reasonably be read during the flight shall not be carried free in addition to the free allowance.

8.1.3.4 Pooling of baggage

Two or more passengers, traveling together as one group to the same destination or point of stopover, shall be permitted a total free baggage allowance equal to the amount of each individual free baggage allowance when they present their baggage at the same time at check-in counter.

8.1.4 Excess baggage charge

8.1.4.1 Principles • Baggage in excess of free baggage allowance set forth in section 8.1.3 is considered “excess Baggage.” Unless previous arrangement is made, passenger must pay for his excess baggage charge before he is accepted for carriage. • Excess baggage is only accepted for carriage if the loading is possible and space available. Carrier reserves the right to ship a part or all excess baggage on a subsequent flight whenever operationally necessary.

8.1.4.2 Excess Baggage Charge

The following regulations are applied for Lao Airlines route network. Routing, which applied Special Rate of Excess baggage Charges, shall be informed and instructed by Passenger Marketing department.

Weight System: • Excess baggage shall be charged for per kilogram at the rate of 1.5% of the highest normal direct adult one way economy class fare.

NOTES: Combined Class travel: When a passenger has combined class itinerary or his free baggage allowance is applied at a different level for each sector, the charges are calculated as follows:

The excess baggage charge from A to C is (d kg x 1.5% fare of AC) + (n kg x 1.5% fare of AB) Meaning: n= b‐d Fare: Highest Normal Direct Adult one–way Economic Class Fare. Two excess baggage tickets are issue as follows: 1 ticket for AC in respect of d kg excess 1 ticket for AB in respect of n kg excess Checked baggage weights over 10 kg has to be registered at booking office and obtain the acceptance from carrier, this baggage must be firmly packed before check‐in. Carrier has the right to refuse carrying the baggage over 40 kg without booking. “Heavy tag” will be attached to the baggage weight 32 kg and higher. Charge: if accepted, the baggage weights over 40 kg will be applied normal excess baggage charge.

Piece System:

The following regulations shall be applied:

• One applicable unit rate shall apply to:

o Each exceeding number of baggage piece, or o Each oversized piece of which the total dimensions exceeds 158 cm (62 inches) but not exceeding 203 cm (80 inches) • Double applicable unit rate shall apply to:

o Each piece exceeding the number of piece allowance and the total dimensions exceeds 158 cm (62 inches) but not exceeding 203 cm (80 inches).

o The baggage of which the sum of the three dimensions exceeds 203 cm (80 inches) and/or the weight of which exceeds 32 kg must observe the following conditions: - Arrangement must be made in advance between baggage owner and carrier. - The baggage shall be weighed and charged three times applicable unit rate if the baggage is lower than 45 kg, otherwise, each additional 10 kg or fraction thereof, one additional unit rate shall be charged for.

Remarks:

The applicable unit rate for specific routing and destination shall be communicated and explained by Passenger Marketing Department.

Example 1: Passenger owns Y ticket with the itinerary: PKS-VTE-BKK requiring check-in of 2 pieces, the first piece weighs 20 kg and the sum of its three dimensions is 160 cm. Applicable unit rates for the route HAN‐BKK is 160 USD.

• One piece of the above baggage is free of charge (as specified regulation) • The second piece weighs 45 kg, exceeding the weight applicable for free baggage allowance, the baggage owner has to book for his baggage at booking office. In such case, the passenger has to pay three times applicable unit rate for this piece: 3 x 160USD = 480 USD.

Example 2: Passenger owns Y ticket with the itinerary: INC-VTE-LPQ requiring to check‐in 3 pieces, the first 2 pieces weigh 30kg; the remaining piece weighs 50 kg and the sum of its three dimensions is 140 cm.

• Passenger has to pay one applicable unit rate for one piece among the 3 pieces as exceeding the number of pieces of baggage allowance. • The remaining piece weighing 50kg exceeds the weight applying for free baggage allowance, therefore, the baggage owner has to book for his piece at booking office. In such case, the passenger has to pay four times applicable unit rate for this piece. • The amount charge for all his above excess baggage in such case in five time applicable unit rate.

8.1.4.3 Special Excess Baggage Charge for certain articles • Golf Equipment: a bag of golf equipment consisting of one golf bag containing not more than 14 clubs, 12 balls, one pair of golf shoes, weighing not more than 20 kg in total ; any other article shall not be calculated as golf equipment. • Weight system: golf equipment shall be carried free of charge if total weight is no more than 20 kg. If exceeding 20 kg, golf equipment shall be charged at normal excess baggage rate.

Example: Economy Class passenger carries golf equipment:

Weight of Weight of golf Total weight Weight Notes checked equipment in excess of shall be baggage free charged allowance 0 1 bag / 15 12 kg 0 One bag shall be considered normal check baggage. ¼ kg 1 bag / 22 16 kg 0 2 kg exceeding shall be included in checked baggage. 1 / 25 kg 1 bag / 22kg 27 kg 7 kg 5 kg exceed of checked baggage + 2 kg exceed of gold 1 / 25 kg 1 bag /15 38 kg 18 kg 5 kg 3cxceed of checked +1 bag / 18kg baggage + kg of gild 1 / 15 kg 1 / 15kg 27 kg 7 kg 12 kg of golf minus 5kg 1 bag/ 17 (included in checked baggage) 1 / 25 kg 1 bag / 14kg 19 kg 5 kg 5kg exceed of checked baggage.

• Piece system: One golf bag shall be considered one piece of checked baggage and shall be carried free of charge. However, this free allowance is limited to one golf bag per passenger; for any golf bag in excess thereof, the normal charge shall apply. • Snow skiing equipment: snow skiing equipment consisting one pair of skis, one pair of ski poles and one pair of boots. Any other articles shall not be calculated as snow skiing equipment.

• Weight system: If the total weight of checked baggage and snow skiing equipment is exceeding free baggage allowance: - If the exceeding is lower than 3 kg; the weight exceeding free baggage allowance shall be charged for. - If the exceeding is 3 kg or above: the weight being calculated as exceeding weight is 3 kg (provided that the total weight of passenger’s baggage is under or equivalent to 20 kg, otherwise, normal applicable regulations will be applied. - If passenger carries more than 1 set of snow skiing equipment, normal charge shall apply for the exceeding set.

Example:

Total weight Weight of Weight of Weight in excess of checked snow skiing shall be Notes free baggage charged equipment Allowance

0 1/12kg 0 0

1/13kg 1/9kg 2kg 2kg

2/17kg 1/14kg 11kg 3kg

5kg (checked 2/25kg 1/13kg 18kg 8kg baggage)+ 3kg (skiing)=8kg

3kg (skiing– 15kgfirstset)+ 1/12kg 1/15kg 22kg 10kg 7kg (skiing–second + 1/15kg set as normal baggage)

• Piece system: If snow skiing equipment is exceeding free allowance, it shall be charge 25% of applicable normal rate, provided that passenger carries only one set of snow skiing equipment, otherwise, applicable normal rate shall apply for the exceeding set. • Surfboard: Piece system, surfboard shall be carried free of charge, provided that passenger carries only one surfboard, otherwise, applicable normal rate shall apply for the exceeding surfboard.

NOTE: Wind surfboard is excluded from free allowance; each wind surfboard shall be charges as one piece of excess baggage.

8.2 Handling Procedures

8.2.1 Acceptance of Baggage

8.2.1.1 Baggage Acceptance Checks • It is necessary to ensure all pieces of baggage are properly packed to prevent damage. • Previous or old tags on baggage must be removed to avoid mishandling at sorting area before acceptance. • If necessary, Check-in Agents may open and search the contents of baggage in the presence of the baggage owner to assure its acceptability

o If a passenger refuses to allow a search of the contents of their baggage, the check-in agent must refuse to accept the baggage for check-in.

o If a passenger does not present himself at the place of searching as requested, the check-in agent may open the baggage after consulting and receiving agreement from the Station Manager. • Any baggage, which is poorly packed to a standard that is likely to be damaged en-route should be tactfully refused until it is properly packed.

o If the baggage appears in bad condition, over packed or in any way damaged, it is not to be accepted. If the passenger insists, the baggage may be accepted at the passenger’s own risk and the baggage shall have a “Limited Release” tag attached. (see section 8.7 for tag examples)

o When necessary, the passenger must be asked to sign a “Release and indemnity” form. • Unaccompanied baggage may only be shipped as cargo. Any person presenting at check-in requesting to send unaccompanied baggage must be directed to the Cargo department (or station cargo agent) to make arrangements for the bag(s) to be shipped as cargo. All such baggage shall be accepted and handled as cargo from an unknown shipper (refer to the Cargo Operations Manual).

8.2.1.2 Dangerous Goods at Check-in Certain items that are classified as dangerous goods are permitted for carriage in passenger and crew checked and carry-on baggage. Full details of these items including the conditions and quantities accepted are detailed in the IATA Dangerous Goods Regulations (DGR) at Table 2.3A 'Provisions for Dangerous Goods Carried by Passengers or Crew' (this is also available in the Lao Airlines Dangerous Good Manual Chapter 7). Dangerous goods must not be carried by passengers or crew in checked or carry-on baggage, except as provided for in IATA DGR Table 2.3A Check-in Agents will ask all passengers the following questions: 1. "Do you have any dangerous goods in your baggage?". When asking this question the Check-in Agent will point at the Dangerous Goods sign on the counter. • If the passenger answers 'no', the check-in will proceed

• If the passenger answers 'yes', the Check-in agent will ask the passenger to remove the item from their baggage and show it to them. The Check-in Agent will check the labelling and name of the item and if required refer to the IATA DGR (that is available in the Check-in area). If the item is confirmed to be a prohibited item, the Check-in Agent will tell the passenger that the item is not permitted for carriage on the aircraft and that it must be removed before check-in can proceed. The Check-in Agent will seek the assistance of the Manager Passenger Services if necessary to ensure the safe removal of the item from the airport. 2. "Do you have any electronic devices in your baggage?". (e.g. Laptop computers, tablets, mobile phones, battery packs, etc.) • If the passenger answers 'no', the check-in will proceed • If the passenger answers 'yes', the Check-in agent will ask "is the item completely switched off and packed in a well padded and sturdy case?" • If the passenger answers 'yes' the check-in will proceed • If the passenger answers 'no' the Check-in agent will ask the passenger to remove the item from their baggage and show it to them. The Check-in Agent will observe while the passenger powers-down the device to fully off and/or packs the item in a sturdy case or packs it in such a way that it is well padded (e.g. wrapped in clothing) and protected from damage. Only when this criteria is met will the device be accepted for transport in checked baggage.

8.2.1.3 Dangerous Goods at the Boarding Gate Once at the boarding gate if carry-on baggage can no longer be carried in the cabin and must be gate checked (e.g. over-sized bag or there is no more room in the overhead bins onboard) the Gate Agent must inform the passenger to remove any prohibited dangerous goods items from their bag prior to it being transferred to the aircraft cargo hold (i.e. being accepted as checked baggage). Items that must be removed include, but are not limited to E-Cigarettes, Lithium Batteries, Butane Hair Curlers. (Refer IATA DGR Table 2.3.A Provisions for Dangerous Goods by Passengers or Crew). • When the passenger removes the item from their bag, the Gate Agent should check to ensure it is suitable to be hand carried on-board, or in another accompanying passenger's carry-on bag.

8.2.1.4 Dangerous Goods Preventive Measures In addition to the above series of check-in and gate questions, the following actions are taken in order to prevent the carriage of dangerous goods. 1. Forbidden Dangerous Goods placards and posters will be displayed in the passenger check-in area and/or at each check-in counter, at ticket counters and boarding gates. 2. Check-in Agents will carefully observe all items of passenger baggage in order to identify anything that may contain dangerous goods. Observations may include:

a) There is a cooler box that appears to contain perishable items, such as fish, meat, vegetables (note: these items may contain dry ice) b) There is frost or condensation on any of the baggage or coolers c) There is a smell of fumes or gas in the area d) It is observed that the passenger may have a medical condition that may require Oxygen or restricted medical devices e) Any boxes or containers that may have a DG label or may have had a label removed as the residue is still left behind from the sticker f) Bags or boxes are seen to be leaking or their packaging is damaged 3. Check-in and Cargo agents will thoroughly inspect the exterior sides of all checked and carry-on baggage, cargo, and COMAT for markings or labels that may identify the contents as hazardous. 4. Check-in and Cargo agents will look for components of the item that may be, or may contain, hazardous substances (magnets in an electric motor, oil or gasoline in an engine, poisons or corrosives in a medical kit, etc.). (See the DGM for a List of Hidden Hazard Indicators). 5. Consider the properties of a substance that is listed generically. (Some cosmetics may have flammable or corrosive properties while others may be perfectly safe to accept). Sound judgment and common sense should prevail. 6. Whenever the agent identifies any potential dangerous goods items they will ask the passenger/shipper questions regarding the contents of the bag/package. Ground staff will not permit any suspect items to be loaded onto an aircraft until the contents have been clarified and confirmed to be free of any DG not allowed for transportation on an company aircraft. Also, see the “Handling of Discovered DG” section below. Refer to the Lao Airlines Dangerous Goods Manual (DGM) for additional information on DG identification and handling procedures.

8.2.1.5 Weight of Baggage

All checked baggage must be weighed to determine the actual weight. The actual weight will be entered into the DCS system and used for aircraft weight and balance purposes.

8.2.1.4 Check of Baggage’s Destination • Carrier only accepts and checks passenger’s baggage to the following point:

o The first stopover point indicated in passenger’s ticket. o A point to which the transportation has been confirmed or already been requested.

o A connection point where passenger is required to transfer from one airport to another and retake baggage.

o A point to which excess baggage charges have been collected. o The destination specified in “Passenger and Baggage ticket” • Baggage will not be checked‐in to the following points:

o A point that is not indicated in passenger’s itinerary. o A point beyond the first stopover point or the final destination indicated on the passenger’s ticket.

o A point beyond a point where passenger wants to retake his baggage or any portion thereof.

o Beyond the point that passenger paid for his baggage charge. o A point beyond a point where passenger has to transfer from one airport to another for his connecting flight.

8.2.1.5 Handling of Carry-on Baggage • Check the number of carry-on baggage: the number of carry-on baggage shall be, in principle, limited to two (2) pieces for Business Class and one piece for Economy Class passengers. However, the following items may be allowed to be carried in the cabin;

o Articles as specified in Section 8.1.3.3 o One package of duty-free goods purchased or delivered after check-in. o One fragile article of high value, which can be placed on the passenger’s lap during flight.

o A service dog (for leading un-accommodated blind or deaf passenger) is allowed in cabin.

o One bag containing articles which are required for an infant during flight. • Check size and weight of carry-on baggage: in principle, the weight limitation is 7 kg and dimensional limitation is 115 cm (56cm x 36cm x 23cm or 22 x 14 x 9 inches). This size will go under most seats or fit the dimension of overhead lockers in cabin. Baggage exceeding the above standards may be rejected for carriage and required to be checked as checked baggage.

NOTE: Passenger should be requested to carry on board all important documents, high value items, fragile articles which are likely to be damaged even with normal handling should they be carried in the cargo compartment.

8.2.1.6 Checking of Carry-on Baggage

With the assistance of a supervisor and Station Manager, duty ground staff will apply the following procedures at check‐in counter:

• Ask passenger about his carry-on baggage after completing his check‐in process. • Check passenger’s carry-on baggage according to applicable regulations. • If passenger’s carry‐on baggage meets the applicable standard (quality, dimensions and weight standard), attach “cabin baggage” tag to the baggage (Remark: do not attach “Cabin Baggage” tag to the items, such as handbag, overcoat among the above baggage). • In case passenger’s carry-on baggage does not meet the standard as specified, passenger is required to check his carry‐on baggage at the check‐in counter. • At waiting lounges, gate or security area:

o Based on the airport and the threat level of a given regional or national area carry-on baggage may have additional security measures in place that calls for a secondary screening of carry-on baggage prior to boarding the flight. Secondary screening may entail an additional x-ray machine, hand wand, or visual search by an authorized screening agency. • At boarding gate or jet bridge prior to and during the boarding process agents shall be on the lookout for any bags that may be too large to fit in the overhead compartment or under the seat. In addition if there is a passenger that has more than the allowable limit of bags the passenger will be asked to gate check the bag. If this situation occurs the agent shall:

o Remove any dangerous goods not authorized to be carried in checked baggage and remove any valuable items and required medication.

o Attach a "Limited Release Tag" and give the tear away portion to the passenger.

o Attach appropriate tags or stickers (for examples: fragile, heavy tag, etc.), if applicable.

o If the bag is heavy the weight of the bag should be taken on the calibrated gate scale and the weight should be communicated to the Load Controller to calculate in the weight and balance calculations.

o The bag should be taken by the ramp agent and loaded into the cargo compartment.

o In the event baggage is not loaded for any reason (space, time limit, etc.) the baggage will be carried on the next flight (or earliest flight). In such case, Lost & Found Section/Station Manager at the station has to inform stations concerned about the case in order to inform the baggage owner.

8.2.1.7 Checking Interline Baggage

Interline baggage will be accepted through check‐in when the following conditions are fully met:

• The carrier receiving interline baggage has “Interline Agreement” with Lao Airlines. • The passenger who has interlined baggage has confirmed an onward ticket. • The connecting airlines flight is scheduled to depart within the same day; or within 24 hours.

NOTE: Information concerning interline baggage, such as: number of pieces, baggage tag number, weight must be included in PTM message.

NOTE: In case of time restriction, ground staff will attach “Door‐Side” to interline baggage and send messages concerned to down line station(S).

8.2.1.8 Entry on Flight Coupon • Enter the total number of checked baggage pieces and weight into appropriate columns of passenger ticket before collecting flight coupon. • In case of pooling baggage, the following procedures will be applied:

o Enter the number of pieces and total weight of pooling baggage (of the entire passenger group) in “Baggage Checked/Carry-on” column on the ticket of the group leader. Enter code “PL” and the total number of passengers in boxes “Endorsement/Restriction”.

o Enter code “PL” followed by the last two digits of ticket serial number of the group leader in “Baggage Checked/Carry-on” column of each member of the group’s ticket.

8.2.1.9 Issuing Baggage Tag

There are many kinds of baggage tags for certain baggage. The samples of such baggage tags are available in Section 8.7. Instruction for using Lao Airlines baggage tags are follows:

• Destination Baggage Tag: there are two designs of Destination Baggage Tag: o Preprinted Destination Baggage Tag: it is a standard printed design form with different destinations; each destination is printed on a certain tag and color in order to avoid mishandling. - Purpose of using: this baggage tag applies for all passengers’ checked baggage with one sector, in case of more sectors; all intermediate stations within the itinerary must be transit stations (passenger not transferring to other flight at the station). The arrival station indicated in the baggage tag must be the final destination. - Way of using: - Issue part A (claim tag to passenger) - Attach inside main part (part B) to passenger’s baggage. - Check‐stub (part C) will be kept at departure station as baggage record.

o DCS Destination Baggage Tag: (the tag is automatically printed from the DCS check‐in system): this baggage tag is only issued after completing the check‐in process. Design of this baggage tag is indicated in the Annex of this Manual. - Purpose of using: DCS Destination Baggage Tag applies as the same preprinted Destination Baggage Tag. - Way of using: - Before check‐in time, duty ground staff ensures printer is ready to print out. - Updated information about passenger and his baggage must be printed after completing the check-in process. - Issue claim tag (part A) to passenger, attach inside main part (part A) to passenger’s baggage, check‐stub (part C) will be kept at departure station as baggage record.

• Interline Baggage Tag: there are two designs of interline Baggage Tag:

o Preprinted Interline Baggage Tag: this design contains two tie–on tags, the first tag (hard tag) will be attached or tied to passenger’s baggage, the second (soft tag) is issued to passenger. - Purpose of using: this tag is used for passenger’s baggage in case of Interline Transfer (for both Online and Interline Transfer) and the baggage is checked through to the final destination. - Way of using: - Sequentially enter operating carriers and flight numbers in the tag from the lowest box (or column) to the top. - Enter 3 letter code indicating airport and full name of the city where the passenger is transferring in the box “VIA” and is relevant to the carrier. - Enter 3 letter code indicating final destination and full name of relevant city in the box “ TO” - The hard tag is tied to passenger’s baggage and the soft tag issued to passenger. - Remove other previous tags attached on the baggage before attaching the new tags (to avoid confusion). - Attach claim tag to passenger ticket’s cover. - Remind passenger about the number of his pieces and the arrival point to ensure the right check‐in process has been used.

Remarks:

- If the city has two (2) or more airports, full name and 3 Letter code of the airport must be clearly indicated in the IATA format. - Cross out useless parts on the tag. - If the itinerary has two (2) or more transfer portions, firmly attach one (1) more Interline Baggage Tag to the first tag, change the identity number of the second tag corresponding to the first tag number, remove and destroy the identity portion of the second tag.

o DCS Interline Baggage Tag: (the tag is automatically printed from DCS check‐in system): this tag is only printed after completing check‐in process. - Purpose of using: apply as the same Preprinted Interline Baggage Tag. - Way of using: before check‐in time, duty ground staff ensures printer is ready to print. Update information about passenger and his baggage which must be printed after completing his check-in process. Issue claim tag (part A) to passenger, attach inside main part (part B) to the passenger’s baggage, check‐ stub (part C) will be kept at departure station as baggage record.

• Limited Release Tag:

o Purpose of using: the “ Limited Release “ tag is used to identify the baggage which is fragile, unsuitably packed, perishable, late at check‐in or being removed at boarding gate for safety reasons. Once this tag is used, the tag is considered to serve as the substitute for other baggage tags, such as: Destination or Interline baggage tag.

o Way of using: - Enter “X“in appropriate boxes in both bag tags’ portions to specify the status of the baggage. - Passenger is required to sign on appropriate portion of the tag. - Enter the name of transfer (if any) and arrival airport in relevant boxes. - Issue and attach the first part (soft tag) to passenger ticket’s cover. The second part (hard tag) is attached to passenger’s baggage. Remarks: - Once this tag is used, other baggage tags are required. - Destroy and remove all other previous tags on baggage before attaching any new tag to avoid confusion. Attach claim tag to passenger ticket’s cover. Remind passenger the number of pieces and arrival point to ensure the right check‐in process has occurred. • VIP Tag:

o Purpose of using: this tag is attached to VIP/CIP’s checked baggage. Once this tag is used, the following priorities will be applied: - The baggage attached VIP/CIP tag will be separately loaded or loaded together with Business Class’s bag gages. - The baggage is always loaded by the door of aircraft in order to unload easily. - At arrival station, the baggage is priority to offload. - The handling of VIP/CIP’s baggage must be carefully taken to avoid mishandling and damage.

o Way of using: - Attach or tie the tag to VIP/CIP’s baggage when check‐in. • Business Tag:

o Purpose of using: apply as VIP tag o Way of using: Attach or tie the tag to Business’s baggage when check-in. • Crew Tag:

o Purpose of using: this tag is attached to Crew member’s baggage to identify the baggage while handling.

o Way of using: Attach or tie the tag to duty Crew member’s baggage after completing his check‐in.

• Priority Tag:

o Purpose of using: Beside Destination and Interline Baggage tag. Priority tag is attached to passenger’s baggage that is offered the priority on handling.

o Way of using: During check‐in, attach or tie the tag to priority passenger’s baggage (the tag of VIP/CIP, Business, and Crew member). • UM Tag:

o Purpose of using: Beside Destination and Interline Baggage Tag, this tag is attached to UMs baggage to identify it while handling. UM’s baggage will be considered Business’s baggage and must be given proper attention by duty staff, especially when delivering it to UM at the arrival station.

o Way of using: attach the tag to UM’s baggage when check-in • MAAS Tag:

o Purpose of using: Beside Destination and Interline Baggage Tag, this tag is attached to the baggage of passenger who requires the assistance of airline staff (disable, expectant mothers) at intermediate and arrival station, helping duty staff to identify the baggage at the station. This baggage must receive proper attention while handling, especially when delivering it to the passenger at arrival station.

o Way of using: this tag is attached to the baggage of passenger who requires the assistance of airline staff (disable, expectant mother passenger) at intermediate and arrival station. • Group Tag:

o This tag is printed as standard form in different colors applying for different groups of passengers of the same flight.

o Purpose of using: this tag is attached to the group’s baggage. This baggage must be loaded in the same container and delivered together at the same time at the arrival station.

o Way of using: the tag is attached to each piece of the group baggage, each group is applied a certain color. • Fragile Tag:

o Purpose of using: this tag is attached to fragile baggage to help duty staff to pay attention to the baggage while handling, so as to avoid breaking or damaging the items inside.

o Way of using: the tag is attached to fragile baggage containing the items such as glasses, China wears. • Heavy Tag:

o Purpose of using: this tag is attached to heavy baggage to help duty staff to pay attention to the baggage while handling. Once the tag is used, the baggage must receive proper attention by duty staff on handling, especially when loading the baggage. It should be carefully loaded to avoid breaking or damaging other baggage.

o Way of using: the tag is attached to baggage weighing over 32 kg.

• Rush/ Expedite Tag:

o Purpose of using: this tag is attached to Lost & Found baggage that is being shipped to the respective station (for earliest delivery). This tag is also used in urgent requests.

o Way of using: the tag is attached to the baggage requiring urgent delivery, especially Lost & Found baggage. The information about the flight, carrier, and destination of the baggage must be clearly indicated in the tag by duty ground staff. Remark:

o Once this tag is used, other baggage tags are not required. • Identification Label:

o Purpose of using: this label is used to help passengers to identify his baggage among others.

o Way of using: at check‐in counter, the tag is attached to the baggage so as to identify the owner of the bag. Passenger is required to take notes and attach the label to his baggage himself.

8.2.2 Collection of Excess Baggage Charge

8.2.2.1 Issuing of Excess Baggage Ticket

Excess baggage ticket will be used to collect excess baggage charges, including, exceeding free baggage allowance, high value items, etc.

The following regulations and instructions apply:

• Excess baggage ticket must be used in sequence of serial number. • All entries must be made with a pencil or ballpoint pen in block letters written firmly enough to make a clear impression on all coupons. • Excess baggage ticket must not be issued for the point beyond the final destination indicated in the excess baggage owner’s ticket. • Excess baggage ticket must be stamped by Lao Airline office for its validation. • Cancel superfluous flight coupon(s) by making “VOID” in “FROM CARRIER” box; extract such voided coupon(s) together with the Audit’s coupon. • The following procedure will be applied after completing ticket preparation process:

o Collect audit’s coupon and attach it together with sales report and other document concerned and collect the coupon (for issuing office record) for reference. • Alteration, erasures and write‐over are not permitted in any case. If an error is made, cancel the ticket and issue a new ticket. • When collecting the charge of pooling baggage, issue only one excess baggage ticket to the head of the group. • In case of interline transfer, issue excess baggage ticket so that the number of coupons are equal to the number of passenger ticket coupons. • In case of through check‐in, keep all excess baggage ticket coupons and issue passenger coupon to passenger. • If passenger is checked-in for only one sector, his baggage is also through checked‐in, keep 1 excess baggage ticket coupon for the first sector, the rest will be kept by ground staff when passenger checks in at intermediate station. • In case of applying additional excess baggage at intermediate station, new excess baggage ticket will be issued to the baggage owner.

8.2.2.2 Procedures for Issuing Excess Baggage Ticket • Enter passenger ticket number in the box “PASSENGER TICKET NUMBER” • In the box “IN CONJUNTION WITH/IN EXCHANGE FOR”

o In case of Conjunction Ticket, cross out the words “IN EXCHANGE FOR“ and enter the numbers of other excess baggage ticket of the itinerary in the box.

o In case of change ticket, cross out the words “IN CONJUNCTION WITH” and enter the number of the changed ticket. • In the box “EXCESS WEIGHT (KG)”: Enter excess baggage weight that has to be charged for. The weight may cover the total weight of special items equipment and the weight of excess baggage. • In the box “EXCESS PIECE(S)/OVER SIZE”: Enter the number of pieces exceeding standard quantity/dimensions that is applied for one unit rate. • In the box “RATE PER KG OR PIECE”: enter excess baggage charge after 3 code letter indicating applicable currency. • In the box “CHARGE”: Enter the amount of excess baggage charge after 3 code letter indicating applicable currency (at issuing ticket office). • In the box “TAX”: Enter the amount tax applying to passenger after 3 code letter indicating applicable currency (at issuing ticket office). • In the box “FORM OF PAYMENT “: Enter form of payment code, in case of multi-payment, enter the code of each form of payment, the currency using in each form payment. • In the box for special items, mark “x” in the relevant box, other items will be entered in blank box. • Enter the seat number for baggage (the baggage requiring seat on cabin). • In the box “CARRIER”: Enter official carrier, this box will be left in blank in case of failing to identify the official carrier. • In the box “FROM/TO “: Enter the full name of departure, arrival and other online cities of the itinerary. • In the box “DATE AND PLACE OF ISSUE”: Stamp and enter the date and place of issuing office. • The box “REMARKS” will be used in the following cases:

o In case of issuing conjunction ticket, enter the whole itinerary in which the excess baggage charge is paid by the baggage owner.

o If the currency of payment differs from the applicable currency, take note applicable exchange rate at the time of issuing ticket.

o This box will be used to indicate other necessary information when other boxes have no space or full occupied.

8.2.2.3 Example of Issuing Excess Baggage Ticket Intentionally Left Blank

8.2.2.4 Collection of Excess Baggage Charge • Check‐in staff collects excess baggage charges in accordance with the amount indicated on the excess baggage ticket. • Lao Airlines does not apply the form of “charge collect” payment; therefore, the excess baggage charge must be collected at departure station. • Passenger can use MCO for his payment. This procedure will follow the Lao Airlines applicable regulation on using MCO.

8.2.2.5 Refunding Excess Baggage Charge

The following procedures apply when refunding excess baggage charge, based on the actual situation:

• If passenger decides not to check a part or the whole of his baggage after paying and receiving his excess baggage ticket, check‐in staff will refund the passenger, however, refund or cancellation fees must be paid by the passenger as regulations specified. • In case of through check‐in, if baggage is off loaded at a certain airport due to any reason (not caused by the carrier), for example: the baggage is off loaded because of Customs or Security reason, Lao Airlines will not refund the excess baggage charge (of the remaining baggage) of the remaining sector(s) of the itinerary.

8.2.3 Handling of Transit/Transfer baggage

8.2.3.1 Domestic Transit/Transfer Baggage • The handling will be based on PTM/CPM messages to identify the quantity, weight and position of transit/transfer baggage. • All baggage of the flight will be transferred to domestic baggage claim area.

o If transit/transfer baggage is loaded together with arrival baggage, the baggage will be sorted based on the baggage’s tag and transferred to domestic baggage sorting area.

o If transit/transfer baggage is separately loaded, the baggage will be directly transferred to domestic baggage sorting area. Remark: • It is necessary to check the amount of transit/transfer baggage with the amount indicated in PTM message. Inform sections concerned if a discrepancy is found. • Transfer the baggage to relevant flight.

8.2.3.2 Domestic - International Transferring Baggage • The handling will be based on PTM/CPM message to identify the quantity, weight and position of transit/transfer baggage. • All baggage of the flight will be transferred to the domestic baggage claim area.

o If transit/transfer baggage is loaded together with arrival baggage, the baggage will be sorted based on the baggage’s tag and transferred to Customs formalities.

o If transit/transfer baggage is separately loaded, the baggage will be directly transferred to Customs formalities. Remark: • It is necessary to check the amount of transit/ transfer baggage with the amount indicated in PTM message. Inform sections concerned if irregular or discrepancy is found. • Transfer the baggage to international baggage sorting area for sorting and then transferring to relevant flight after completing Customs formalities.

8.2.3.3 International - Domestic Transferring Baggage • The handling will be based on PTM/CPM messages to identify the quantity, weight, and position of transit/transfer baggage. • All baggage of the flight will be transferred to the international baggage claim area. • The baggage is sorted and transferred to Customs formalities when his baggage is being checked. • The baggage is transferred to domestic baggage sorting area for sorting and then transferring to relevant flight after completing Customs formalities.

8.2.3.4 International - International Transferring Baggage • The handling will be based on PTM/CPM messages to identify the quantity, weight, and position of transit/transfer baggage. • Based on passenger ticket or passenger’s baggage information, duty ground staff makes “Interline Baggage Record” (sample in Section 9.7). This record contains 2 copies:

o One copy will be kept at Transfer Handling Section. o One copy will be kept at Baggage Handling Section. • Based on PTM/CPM message and “Interline Baggage Record”, Baggage Handling Section has the responsibility to transfer the baggage to the sorting area for relevant departure flight. Remark: • It is necessary to check the amount of transit/transfer baggage (in comparison with the amount indicated in PTM message) and “Interline Baggage Record.” Inform sections concerned if irregular or discrepancy is found.

• When receiving interline baggage transferred from other carrier, make sure that it is in good condition and properly tagged. If irregular or discrepancy is found, forwarding carrier’s Station Manager must be informed. In such case, irregular report must be made between the two carriers concerned to clarify the condition and situation of the baggage in order to release the responsibility of Lao Airlines, otherwise Lao Airlines will refuse to carry the baggage. • When receiving passenger from other carriers, check whether or not the passenger’s baggage has been transferred, if not, the passenger should be informed in order to release the responsibility of Lao Airlines. The remark “Interline Baggage not received from Related Carrier” must be entered into the manifest of the flight. • Interline passenger who fails to contact Lao Airlines for onward connection within the minimum connecting time may not be accepted unless his/her baggage could be transferred to QV flight. If the passenger insists to transfer, however, the Release and Indemnity form (with the remark: “Baggage with tag may not be loaded on the same flight as the passenger due to insufficient connecting time”) must be signed by the passenger. • After a flight takes off. Lao Airlines Station Manager should contact baggage handling staff to check whether baggage has been loaded on the flight. If not, the baggage should be placed at suitable place for shipping on the next flight. In such case, message must be sent to arrival station to communicate the situation. • Example: BKKLLTG CPYXXXX LAXLLTG VTELLQV PAX MR. SITAN/N O/B QV414/19JAN05 TAG NBR ……… LEFT BEHIND DUE CONN X R/FORM SIGNED

8.2.4 Delivering Baggage

All arriving baggage should be quickly offloaded from the aircraft and transferred to baggage claim area in accordance with local procedures.

8.2.4.1 Delivering Baggage Regarding Passenger’s Claim Tag

A piece of baggage or article which has been in Lao Airlines custody shall not be released unless and until a claim tag is presented which corresponds by serial number with the baggage tag strapped to the baggage or article, the claim tag must be collected (from passenger) and kept for 3 days. However, at the stations where “Self‐Claim” system is utilized, passengers are allowed to pick up their baggage from claim area without checking their claim tags. In such case, attention should be taken to supervise the process of baggage delivery.

8.2.4.2 Delivering Baggage without Claim Tag

In case passenger has no claim tag to receive his baggage, however, he has evidence that the baggage belongs to him, he may be allowed to receive the baggage provided that a report (recording the number of the baggage tag) must be made and signed by the passenger in order to release the responsibility of Lao Airlines.

8.2.4.3 Baggage Complaints

When a piece of baggage is found missing or damaged on arrival, the receiving station should immediately take tracing action or handle in compliance with Lao Airlines Lost & Found procedures and notify all the stations concerned.

8.2.5 Baggage Manifest (Bingo Card) Documentation To ensure passenger/baggage reconciliation as well as efficient baggage handling and weight & balance calculations a Baggage Manifest, also known as a Bingo Card (Annex 22.1.9), shall be completed for each flight that identifies the flight number and destination of that flight to ensure that the number of bags checked-in matches the number of bags loaded. • During check-in, each bag will be identified to a passenger, weighed, and tagged with a baggage tag and any additional handling tags such as a Heavy or Fragile tag. • In addition, a “chit” will be attached with the tag that will be used to build the baggage manifest and attached to the “Baggage Manifest-Bingo Card” form for a specific flight. • Loaders will ensure that the baggage sorting area has enough carts to accommodate the amount of baggage for the flight and each cart will be identified with the flight number and destination clearly visible.

o A “Bingo Card” will be started that will include the flight number and the destination so that “Chits” can be stuck to the card as the bags arrive from the baggage belt.

o Any personnel that is working within the sort area area must ensure that they have their current security identification visible at all times and any person that in the area also has their identification displayed.

o Additionally, all areas of the baggage sort area must remain secure, all doors/gates/entrances must be closed and secured when not in use and when open for operations must be under surveillance. • The responsibility of the Loader is to ensure that all baggage is properly accounted for and considered safe for the transportation on an Lao Airlines flight. • As the bags arrives into the hold area the Loader will insert the bag into the baggage cart that is identified on the bag tag and remove the “Chit” from the bag and attach it to the “Bingo Card”.

o If a bag arrives with a “Fragile” tag that bag shall carefully be put in a separate cart or loaded in a cart with care with no other bags stacked on top but it may be put on top of other bags.

o If a bag arrives with a “Heavy” tag, >32 Kgs., the Loader may request additional assistance to lift the bag so as not to cause injury but will also identify the weight of the bag from the bag tag and communicate the weight to the Load Controller who will use the weight for weight and balance calculations.

o If a bag arrives that is of an odd-size or not of the same size or shape as a regular bag, the Loader will notify Load Control of the bag. • If any bags arrive and designated as a “Transit” bag and are waiting for the next connection flight the bag must be located in a designated secured area that is identified as “Transit” and is either under CCTV coverage, a locked cage, or guarded by a security guard so that the security status of the bag is not compromised since screening from the point of origin. • Prior to the departure of any flight a Loader must check the “Transit” area and ensure that all bags destined for a flight have been loaded into the appropriate cart or have already been taken to the correct flight.

o If there are any “Transit” bags in the area the Loader must physically touch the tag and read the flight number and destination. If the flight is preparing for departure the Loader will place the bag into the correct baggage cart.

o If the flight is not ready for flight preparation the bag will remain in the “Transit” area. • After all bags have been loaded for their designated flight the Loader will complete all “Bingo Cards” and count the number of “Chits” on all the cards. The Loader must either bring the cards to Load Control who will verify the number of bags on the cards and the number of bags loaded onto the aircraft.

o If the count is the same the “Bingo Cards” will be filed for a minimum of 90 days in the Station File.

o If the count is not the same the loader must check all areas to see if the bag is located in the wrong spot, check the “Transit” area, and check other carts in case it was mis-loaded.

o The Loader will cooperate with the Load Controller and the Station Manager in ensuring the reconciliation of the “Bingo Cards” and the amount of bags loaded.

8.3 Priority Baggage

8.3.1 Priority Baggage

8.3.1.1 Definition

Priority Baggage is checked baggage for Business Class, VIP, and CIP passengers, CHM, Crew members, and connecting flights passengers. This baggage should always be loaded by the door side of all aircraft types for first off‐loading and quickly delivered to the owner.

8.3.1.2 Identifying Priority Baggage • Each piece of priority baggage should in addition to destination tag, be attached one of the following tags: VIP, Business, Crew or priority tag in accordance with the nature of the baggage (in order to help duty staff quickly identify it). • Voluntary Downgrading and Involuntary Upgrading Passenger shall not be offered the priority of baggage allowance, except VIP/CIP. • On‐line and Interline Baggage may also be treated as priority baggage (loaded by the door of the aircraft) if the connecting time is restricted.

8.3.1.3 Load Message (LDM)

Load message must indicate: position and number of piece/weight and destination of each priority baggage. “D/S’ code must be entered in LDM to help down line station to handle the baggage

8.3.2 Crew Baggage

8.3.2.1 Baggage Allowance for Crew member

Crew Member on duty is allowed to carry baggage not exceeding 30 kg.

8.3.2.2 Handling Procedures • Crewmembers baggage shall be checked and treated as priority baggage. “Crew Baggage” tag shall be attached to crewmember baggage for easy identifying (in addition to destination tag).

8.4 Value Declared Baggage

8.4.1 General Regulations • Normally, the liability of Lao Airlines indicated on its ticket is considered the contract between Lao Airlines and its passenger, the liability is limited to a maximum of USD 20 per kilogram of checked baggage. • Passenger is required to declare his value exceeding 20 USD/kg and fill in declaration form if he wants to be compensated the value in case of irregularity (sample of declaration form at end of Section 8.4). • Lao Airlines only accepts the value of passenger baggage within USD 3,000 per passenger. Value exceeding of such amount will not be accepted unless special arrangement has been made in advance. In such case, Lao Airlines Station Manager at the station must inform QV Insurance Section. The acceptance will be made upon receiving the agreement from QV Insurance Section and after passenger buying the insurance for his baggage (details will be instructed by Insurance Section). • The following articles will not be accepted as high value baggage:

o Carry-on Baggage; o Money (cash, check, credit card), precious metal; o Fragile Items; o Negotiable papers, securities or other valuables, business documents; o Samples, painting, antique items. • In case of a group of passengers, each member of the group must declare his own value and pay applicable charges separately. • In case of a passenger having more pieces, value declaration and charges will be applied for the whole of the baggage (not for a certain piece). • At the intermediate station, if a passenger makes a value declaration with the value exceeding the amount of the previously declared value at the departure station; the passenger has to pay for such added value. • Excess value declaration is only applied for Lao Airlines flights except when an agreement has been made and confirmed by the carrier.

8.4.2 Handling Procedures

8.4.2.1 Checking of Baggage

• Check‐in counter, Station Manager requires passenger to present the content of his value baggage in order to ensure justification of such declaration (it is visually assured). • If the items, such as: money, jewelry, and precious metal (as set forth in 8.4.1 above) are included in passengers baggage, the passenger is required to take such items in to his own custody.

8.4.2.2 Collecting Charge • Carrier shall apply normal excess baggage charge for high value declared baggage if it exceeds of free baggage allowance (exceeding allowed weight, quantity, dimensions). • Once a value declaration is made, the following will be applied: 0.5% of declaration value exceeding the liability of carrier (20 USD per kilogram).

o Example: passenger declares the value of USD2,000 for one piece of his baggage, 15 kg weight. Apply the following instructions: - Declaration value : 2,000 USD - The liability of carrier: 300 USD (20 USD x 15 kg) - The value exceeding the liability of carrier: 1,700 USD - Applicable charge : 1,700 USD x 0.5% = 8.50 USD • Issue excess baggage ticket (applying applicable regulations) after collecting value declared baggage charge, however, it is necessary to record the following:

o Enter “EXCESS VALUE DECLARED + the amount of money exceeding the liability of carrier in one of the boxes under the line “BULKY BAGGAGE SEAT” “EXCESS VALUE DECLARED $1,700” - Enter the rate: 0.5% in the box “RATE PER KG OR PIECE” - Enter applicable charge with currency of payment in the box “CHARGE” - Enter applicable currency exchange rate and the tag number of value declared baggage in the box “REMARK”. Other necessary information is possibly entered in the box.

8.4.2.3 Informing Baggage Handling Section • Once value declared baggage is accepted the Station Manager informs baggage handling section about such baggage (the number of pieces, baggage tag number, and other characteristics). • Baggage handling section has the responsibility to assign duty staff to supervise the loading of such baggage until it is being positioned in the aircraft. This supervision aims at ensuring the baggage is in good condition during handling (i.e. it is not mishandled or damaged).

8.4.2.4 Delivering Baggage and Sending Message • Station Manager at airport has the responsibility to inform in detail (by sending message) arrival and down line stations (if any) about value declared baggage to help the stations smoothly transfer or deliver the baggage. • Example: Baggage was lost from flight BKK-VTE: QD VTELLQV BKKLLQV 226300AD F28 EXCESS VALUE BAG FRV MR CHOW/A QV424/22JAN BKK VTE FOR OA BLU SAMESONITE T/N QV142091 WT/28KG DECLARED VALUE USD2,000 STP ENSURE DELIVERY (Indicate the position of the baggage if necessary) • Upon arrival, Station Manager at airport contacts the baggage owner and ensures the delivery of his baggage is safely and smoothly handled. It should be remembered that the claim tag must be collected from the baggage owner.

8.4.3 Example Baggage Value Declaration

8.5 Restricted Baggage

8.5.1 Pets

8.5.1.1 Principles • Pets mentioned in this chapter are domestic animals, such as: dog, cat, and bird. Such pets may be accepted for carriage as checked baggage, provided that pet owner assumes all risk of injury, sickness, or death and entry into or passage through any country, except in cases caused by the Carrier. The acceptance of all animals will conform to the IATA Live Animals Regulations. Refer to the Cargo Operations Manual for Live Animals acceptance procedures. • Carriage of Pets in passenger cabin shall not be allowed. However, a dog trained to lead the blind/deaf may be accepted for carriage in passenger cabin if the following conditions are met:

o Blind/deaf passenger travels without accompanying person. o A dog must be properly harnessed. o Arrangement must be made between pet owner and carrier concerned in case of interline passenger. Restriction: Only one dog is allowed to be carried each flight.

8.5.1.2 Regulation of Carriage • Conditions of acceptance:

o Certificate: Pet must have valid health and rabies vaccination certificate, entry permit and other documentation required by countries of departure, transit and entry.

o Crating: Pet must be properly crated in a container having an anti-moisture bottom (in case of a bird, the standard fireboard container made exclusively for this purpose may be used) which is equipped with a security lock and constructed to ensure the safe carriage of the pet such as to: - Prevent escape or contact with baggage - Be accessible for feeding, watering and exercise as necessary.

o Food must be prepared by pet owner for the whole itinerary, normally, carrier is not responsible for watering, and feeding and exercise of pet during flying time, unless there is a delay. In case of a long haul flight, if feeding is required, food must be provided by the owner (the food is enclosed with pet’s cage) and detail of instruction must be indicated in “Live Animal Tag” (sample in Section 8.7). • Charge: Pet and container shall not be included in free baggage allowance. The charge will be applied as follows:

o Weight System: applicable charge will be applied for the total weight of pet(s) and container.

o Piece System: each pet container will be considered a piece of excess baggage, apply applicable charge for each piece.

• Release of Indemnity: Release of Indemnity (sample in Section 8.7) must be completed (two copies) and signed by pet owner, it is used as follows:

o The first copy: kept by passenger. o The second copy: kept by departure station record. • Loading: Pet cage must be loaded separately in container in cargo ventilation compartment of the aircraft. Captain of the flight must be informed about the pet and its position in order to actively adjust the temperature in cargo compartment. • Notification of Pet carriage: After acceptance, pet carriage must be informed to all stations identified on the itinerary through the LDM/PTM. Furthermore, the information must be included on the Passenger List Message (PLM) right after the name of the owner in such a manner as: “MR SMITH/E DOG AS CKD BAG”. • Handling at intermediate station:

o Feeding and exercising of pet is not allowed at the intermediate station with a connection time of less than 90 minutes. Remark:

o In case the connection time exceeds 90 minutes, the Station Manager has the responsibility to contact the owner regarding his pet’s feeding. Food and cost will be paid by the pet owner.

o Pet may be allowed to exercise if necessary provided that the necessary conditions such as: time, means of protection are met at the station. Station Manager has the responsibility to contact pet owner before the exercise.

8.5.2 Bulky Baggage (Block Seat baggage)

8.5.2.1 Principle Lao Airline does not accept bulky baggage.

8.5.3 Fragile

8.5.3.1 Acceptance of Carriage

Fragile items, such as: glass products, liquors, etc. should not, in principle, be accepted as checked baggage, however, if passenger insists, considering his unsuitable size baggage (for loading on cabin), such item may be accepted as checked baggage only at the owner’s risk.

8.5.3.2 Handling procedures • Attach “Fragile” tag to the baggage. • Use “Limited Release” tag. Passenger is required to sign on proper portions of the tag as applicable regulation.

8.5.4 Perishable Items

8.5.4.1 Definition

The items listed below are considered perishable:

• Fresh or frozen foodstuff, such as: fruits, vegetables, meat, fish poultry and bakery products. • Floral and nursery stock, such as flowers, fruits and vegetable plants. • Cut flowers and foliage, such as: floral displays.

8.5.4.2 Handling principles • In principle, perishables are not accepted as checked baggage. However, in some instances a perishable item may not be suitable to be carried in cabin, and rejection of carriage may seem impractical, such items may be accepted as checked baggage at the owner’s risk. • The container of the perishable must be firmly packed. If necessary, advise the passenger to repack or reinforce the packing to guard against loss of contents or damage to other baggage. • Use “Limited Release” tag. Passenger is required to sign on proper portions of the tag according to applicable regulation. • The passenger should be reminded of the relevant quarantine regulations and that no refund shall be made against excess baggage charges paid in case of confiscation either at the station of origin or destination. • Perishables (such as: durian, salted fish, shrimp) that have strong smell will not be allowed to be carried as checked or carry-on baggage. However, if such kind of perishables is firmly packed so that they cannot be smelled, they may be accepted as checked baggage.

8.5.5 Human Remains

8.5.5.1 Dead Body

Lao Airlines does not accept for carriage a dead body as checked baggage. Dead bodies are only accepted to be carried in a cargo compartment applying cargo handling regulations.

8.5.5.2 Ashes • Ashes may be allowed for carriage as carry‐on baggage or checked baggage provided that passenger possesses Quarantine Certification of Medical Center (City or Province level). • Once accepted as checked baggage, ashes must be firmly packed so that it can resist jarring or clashing.

8.5.5.3 Remains

Remains are only accepted to carriage as checked baggage on Domestic flights provided that the following conditions are met:

• An agreement must be made in advance between passenger and carrier. • Remains must be granted a Quarantine Certification by Medical Center (City or province level). • Remains must be firmly packed and put in a hard container to ensure not to be damaged and smelled while observing the instructions of the Medical Center.

Remark:

• The carriage of remains or ashes is only applicable for Lao Airlines flights, otherwise passenger has to contact all carriers concerned in the journey. The carriage must comply with regulations of local governments concerned at departure, transit and arrival station. • Once accepted remains or ashes are not allowed to be offloaded (due to commercial or operation reasons) and has priority for handling, loading, and during transportation.

8.6 Liability

Lao Airlines will not be liable for:

• Loss of money, jewelry, cameras, negotiable papers, or securities; • Electronic, video, or photographic equipment; • Heirlooms, antiques, artifacts, works of art, silverware; • Irreplaceable books, publications, manuscripts, or business documents; or • Precious metals and other similar valuable and commercial effects. • Any damage on baggage prior to check-in of the baggage. • Any normal wear and tear on baggage due to handling.

Lao Airlines prohibits the foregoing items from being placed in checked baggage for travel wholly between points of domestic and international transportation.

8.6.1 Damaged or Lost Luggage

If the baggage gets damaged or lost during transportation, passenger should go to the airport Lost & Found Office where the passenger can file an official complaint by filling out a “Damaged Property Report” (DPR) or a “Property Irregularity Report” (PIR).

8.6.2 Damaged Baggage

Irreparably damaged items in some airports are refunded on the spot; in any case the passenger may choose to accept a new one from the stock available at each Lost & Found Office. Passengers can replace the damaged luggage or have it repaired at shops that have a special agreement with Lao Airlines. The list is available at Lost & Found offices. In this case the passenger must provide the shop with:

• The damaged baggage • The original air ticket • The damaged baggage receipt • The original “Damaged Property Report” (DPR) filled in at the airport

o For domestic flights: no later than 3 days from the issuing date of the DPR. o For international flights: no later than 7 days from the issuing date of the DPR.

In case of partially damaged contents, a detailed list of the damaged items should be sent to the same Baggage Claims Department, along with any appropriate documents to support for claim.

8.6.3 Mishandled Baggage

If luggage has been mishandled, passenger can claim damages within seven days of filling out the Damaged Property Report, for international flights – and three days, for domestic flights – by sending a written complaint as a registered letter to Baggage Claims Department with:

• A description of what happened. • The original receipt of his/her air ticket (not a photocopy). • The receipt portion of the luggage label. • Damaged Property Report filled out on arrival at the airport. • A detailed list of the items that are missing, damaged or have been tampered with, accompanied by any appropriate documents to support for claim.

8.6.4 Lost Baggage

Delayed baggage can sometimes take up to 5 days to be delivered. Within the first 5 days a passenger should contact the Baggage Lost & Found office at the airport for status updates. After five days the passenger’s luggage has still not been returned to him/her the passenger should send the following documentation by registered letter:

• Detailed list of contents of every item of unreturned luggage. • Air ticket and excess baggage receipt (if applicable). • The receipt portions of the luggage labels. • The original of the Property Irregularity Report, filled out on arrival. • A letter explaining the event and any receipts, if claiming expenses due to delayed delivery.

8.6.5 Limits on Liability

Liability for loss, delay, or damage to checked baggage is as follows:

• Loss of baggage is USD20.00 per kg in all classes; • Delayed baggage is;

o USD40.00 per passenger for Y class; o USD60.00 per passenger for C class. • Damaged baggage is;

o USD40.00 per passenger for Y class; o USD60.00 per passenger for C class. Lao Airline staff that are traveling on a non-full-fare ticket are not eligible to receive compensation for any damage or loss of baggage during traveling.

8.6.6 Baggage Claims

Written notice to the carrier must be made within 7 days of the receipt of checked baggage in the case of damage and in the case of delay within 21 days from the date on which it was placed at the disposal of the passenger.

8.6.7 Nature of Claims • Loss of baggage • Damage of baggage • Delay of baggage • Pilferage from baggage • Spilt on board or damage to clothing on board

8.6.8 Distribution

The signed form as well as payment voucher shall be distributed as follows:

• Original (white) to be sent to Ground Operations office or regional customer relations office plus (PIR) • In case other airlines are concerned, all baggage claim tags must be attached with the file and sent to the Ground operation office.

o 1st copy (yellow) to local accounting office o 2nd copy (blue) to be filed at issuing office. For temporary settlement, forward to the issuing office where the PIR has been issued.

8.6.9 Delayed/Missing Property

8.6.9.1 Preliminary Settlement (Interim)

Lao Airlines liability is as follows:

• An amount of up to USD40 for Y/class, USD60 for C/class or its equivalent in another currency can be advanced per case for both domestic and international services. If the delay is less than 24 hours then only 50% of the rate applies.

This amount may be paid out either at the station or a Lao Airlines Office. Nevertheless, it is recommended that the passenger be advised to make a preliminary settlement at the town office. Passengers shall be asked to purchase some first necessities, e.g. toilet articles, underwear, etc. within the limit of the above amount.

Remind the passenger that cash receipts must be kept after each purchase for settlement and claim purposes.

Under special circumstances, Station Managers may advance a temporary compensation in cash at stations. As a rule, the above amount will be deducted from the final settlement amount in case of total loss.

NOTE: Passenger’s expenses for purchase of evening wear of the similar as well as hotel costs for a prolonged stay in order to wait for delivery of missing property will not be absorbed by QV, unless under special circumstances and provided authorization has been obtained from the local customer relation office or the Manager Ground Operations.

8.6.10 Lost On Board

If a passenger has lost or forgotten an item on board or in one of the Lao Airlines reserved areas, they should go to the airport Lost & Found office, and QV staff will contact them if the item is found.

If an item is found on-board the aircraft the person that finds the item shall report the item found as well as the seat number/location and give the item to a supervisor who will fill in the information with pertinent information of the person who found the item, where it was found, the supervisor’s information and ALL actions taken to deliver the item to the Lost & Found Department.

8.7 Tag Examples

8.7.1 Destination Baggage Tag

8.7.1.1 Pre-printed Destination Baggage Tag

8.7.1.2 DCS Destination Baggage Tag

8.7.2 Interline Baggage Tag

8.7.2.1 Pre-printed Interline baggage Tag

8.7.2.2 DCS Interline Baggage Tag

8.7.3 Limited Release Tag

8.7.4 VIP Tag

8.7.5 Business Class Tag

8.7.6 Crew Tag

8.7.7 Priority Tag

8.7.8 Unaccompanied Minor Tag

8.7.9 Meet and Assist Tag (MAAS)

8.7.10 Group Tag

8.7.11 Fragile Tag

8.7.12 Heavy Tag

8.7.13 Rush/ Expedite Tag

8.7.14 Cabin Baggage Tag

8.7.15 Passenger Baggage Identification Label

8.7.16 Live Animal Tag

8.7.17 Keep Dry

8.7.18 This Side Up

8.7.19 Perishable Goods

8.7.20 COMAT

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9 Dangerous Goods ...... 9-1 9.1 Policy on the Transport of Dangerous Goods ...... 9-1 9.1.1 IATA Dangerous Goods Regulations ...... 9-1 9.2 Non-applicable Dangerous Goods ...... 9-1 9.2.1 Aircraft Equipment ...... 9-1 9.2.2 Consumer Goods ...... 9-1 9.2.3 Solid Carbon Dioxide (Dry Ice) ...... 9-2 9.3 Provisions for Dangerous Goods Carried by Passengers or Crew ...... 9-2 9.4 Hidden Dangerous Goods ...... 9-5 9.5 Prohibited for Carriage ...... 9-6 9.5.1 Carriage Refusal ...... 9-7 9.5.2 Reporting of Undeclared or Misdeclared Dangerous Goods ...... 9-7 9.6 Classes and Divisions of Dangerous Goods ...... 9-7 9.6.1 Class 1 – Explosives ...... 9-7 9.6.2 Class 2 – Gases ...... 9-9 9.6.3 Class 3 – Flammable Liquids ...... 9-10 9.6.4 Class 4 – Flammable Solids ...... 9-11 9.6.5 Class 5 – Oxidizing Substances and Organic Peroxide...... 9-13 9.6.6 Class 6 – Poisonous and Infectious Materials ...... 9-14 9.6.7 Class 7 – Radioactive Material ...... 9-15 9.6.8 Class 8 - Corrosives ...... 9-16 9.6.9 Class 9 – Miscellaneous ...... 9-16 9.6.10 Class 9 – Multiple Hazards ...... 9-17 9.7 Reserved ...... 9-19 9.8 Carriage of Firearms and Ammunition...... 9-19 9.9 Dangerous Goods Safety ...... 9-19 9.9.1 General Requirements ...... 9-19 9.9.2 Training Requirements...... 9-19 9.9.3 Damaged Dangerous Goods Packages ...... 9-20 9.9.4 Reserved ...... 9-20 9.10 Dangerous Goods Awareness Training ...... 9-21 9.11 Dangerous Goods Spillage Procedures ...... 9-21 9.11.1 Policy Statement ...... 9-21 9.11.2 Responsibilities ...... 9-22 9.11.3 Working Procedures ...... 9-22 9.11.4 Procedural Flowcharts ...... 9-23 9.12 Accident/Incident Reporting ...... 9-27 9.12.1 Lao Airlines Safety & Security Report Form ...... 9-28

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9 Dangerous Goods

9.1 Policy on the Transport of Dangerous Goods

Lao Airlines does not hold approval for the transport of dangerous goods and is considered a “No Carry” Operator.

Dangerous goods are forbidden in passenger or crew checked or carry-on baggage, except as otherwise provided in 10.3 of this section.

Other dangerous goods may be inadvertently loaded or carried on to the aircraft. Crews therefore need an awareness of how to recognize these items, and an understanding of associated emergency procedures.

Additional information on Dangerous Goods is contained in the Lao Airline Dangerous Goods Manual.

9.1.1 IATA Dangerous Goods Regulations

Lao Airlines shall ensure that a copy of the current edition of the lATA Dangerous Goods Regulation (DGR) is available and accessible at locations where passenger check-in and/or boarding operations are conducted.

9.2 Non-applicable Dangerous Goods

The provisions of the IATA Regulations do not apply to dangerous goods carried on an aircraft where the dangerous goods are:

• Placed on board with the approval of the operator to provide medical aid to a patient during flight; • To provide veterinary aid or a humane killer for an animal during flight. Also the provisions contained in the IATA Regulations do not apply to the following articles and substances:

9.2.1 Aircraft Equipment

Articles and substances which would otherwise be classified as dangerous goods but are required to be on board the aircraft, in accordance with pertinent airworthiness requirements and operating regulations, or that are authorized by the State of the operator to meet special requirements.

9.2.2 Consumer Goods

Aerosols, alcoholic beverages, perfumes, colognes, safety matches and liquefied gas lighters carried on board a passenger aircraft by the operator for use or sale on the aircraft during the flight, or series of flights, but excluding non-refillable gas lighters and those lighters liable to leak when exposed to reduced pressure.

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9.2.3 Solid Carbon Dioxide (Dry Ice)

Solid carbon dioxide, or dry ice, is for use in food and beverage service aboard the aircraft.

9.3 Provisions for Dangerous Goods Carried by Passengers or Crew

Dangerous goods must not be carried by passengers or crew, or as checked or carry-on baggage, except as otherwise provided below from IATA DGR Manual.

During check-in, Ground Operations personnel shall alert passengers that certain items of dangerous goods are specifically prohibited in hold baggage (e.g. spare lithium batteries) and must be removed from cabin baggage when cabin baggage cannot be accommodated in the passenger cabin.

NOTE: n/a means not applicable

Permitted in or as carry-on baggage Permitted in or as checked baggage Permitted on one's person The approval of the operator(s) is required The pilot-in-command must be informed of the location

Disabling devices such as mace, pepper spray, etc. containing an NO NO NO n/a n/a irritant or incapacitating substance are forbidden on the person, in checked and carry-on baggage.

Electro shock weapons (e.g. Tasers) containing dangerous goods such NO NO NO n/a n/a as explosives, compressed gases, lithium batteries, etc. are forbidden in carry-on baggage or checked baggage or on the person.

Security-type attaché cases, cash boxes, cash bags, etc. incorporating dangerous goods, such as lithium batteries and/or pyrotechnic material, NO NO NO n/a n/a except as provided in 2.3.2.6 are totally forbidden. See entry in 4.2 - List of Dangerous Goods.

Ammunition (cartridges for weapons), securely packaged (in Div. 1.4S, UN 0012 Or UN 0014 only), in quantities not exceeding 5 kg gross weight NO YES NO YES NO per person for that person's own use. Allowances for more than one person must not be combined into one or more packages.

Battery-powered wheelchairs or other similar mobility devices with NO YES NO YES NO non-spillable wet batteries or with batteries which comply with Special Provision A123, (see 2.3.2.2).

Battery-powered wheelchairs or other similar mobility devices with NO YES NO YES YES spillable batteries or with lithium batteries (see 2.3.2.3 and 2.3.2.4 for details).

Battery-powered mobility aids with lithium ion batteries YES NO NO YES YES (collapsible), lithium-ion battery must be removed and carried in the cabin (see 2.3.2.4(d) for details).

Camping stoves and fuel containers that have contained a NO YES NO YES NO flammable liquid fuel, with empty fuel tank and/or fuel container (see 2.3.2.5 for details).

Security-type equipment containing lithium batteries (see 2.3.2.6 for NO YES NO YES NO details).

Lithium ion battery powered equipment containing batteries over 100 Wh but YES YES YES YES NO not exceeding 160 Wh.

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Permitted in or as carry-on baggage Permitted in or as checked baggage Permitted on one's person The approval of the operator(s) is required The pilot-in-command must be informed of the location

Spare lithium ion batteries with a Watt-hour rating exceeding 100 Wh but not exceeding 160 Wh for consumer electronic devices. Maximum of two spare YES NO YES YES NO batteries may be carried in carry-on baggage only. These batteries must be individually protected to prevent short circuits.

Mercury barometer or thermometer carried by a representative of a YES NO NO YES YES government weather bureau or similar official agency (see 2.3.3.1 for details.)

Avalanche rescue backpack, one (1) per person, containing a cylinder of compressed gas in Div. 2.2. May also be equipped with a pyrotechnic trigger YES YES NO YES NO mechanism containing less than 200 mg net of Div. 1.4S. The backpack must be packed in such a manner that it cannot be accidentally activated. The airbags within the backpacks must be fitted with pressure relief valves.

Carbon dioxide, solid (dry ice), in quantities not exceeding 2.5 kg per person when used to pack perishables not subject to these Regulations in checked or carry-on baggage, provided the baggage (package) permits the YES YES NO YES NO release of carbon dioxide gas. Checked baggage must be marked “dry ice” or “carbon dioxide, solid” and with the net weight of dry ice or an indication that there is 2.5 kg or less dry ice.

Chemical Agent Monitoring Equipment, when carried by staff members of YES YES NO YES NO the Organization for the Prohibition of Chemical Weapons on official travel (see 2.3.4.4).

Heat producing articles such as underwater torches (diving lamps) and YES YES NO YES NO soldering irons. (See 2.3.4.6 for details.)

Oxygen or air, gaseous, cylinders required for medical use. The cylinder YES YES NO YES YES must not exceed 5 kg gross weight. Note: Liquid oxygen systems are forbidden for transport.

Portable medical electronic devices (Automated External Defibrillators (AED), Nebulizer, Continuous Positive Airway Pressure (CPAP), etc.) YES YES YES YES NO containing lithium metal or lithium ion cells or batteries may be carried (see 2.3.4.7 for details).

Small non-flammable gas cylinders, containing carbon dioxide or other suitable YES YES YES YES NO gas in Division 2.2. Up to two (2) small cylinders fitted into a life jacket, and up to two (2) spare cartridges per person, not more than four (4) cylinders up to 50 mL water capacity for other devices. Alcoholic beverages, when in retail packaging, containing more than 24% YES YES YES NO NO but not more than 70% alcohol by volume, in receptacles not exceeding 5 L, with a total net quantity per person of 5 L.

NO YES NO NO NO Aerosols in Division 2.2, with no subsidiary risk, for sporting or home use. and

Non-radioactive medicinal or toilet articles (including aerosols) YES YES YES NO NO such as hair sprays, perfumes, colognes and medicines containing alcohol.

The total net quantity of all above mentioned articles must not exceed 2 kg or 2 L, and the net quantity of each single article must not exceed 0.5 kg or 0.5 L. Release valves on aerosols must be protected by a cap or other suitable means to prevent inadvertent release of the contents. Energy efficient light bulbs when in retail packaging intended for personal YES YES YES NO NO or home use.

Fuel cells, and spare fuel cartridges powering portable electronic YES YES YES NO NO devices (e.g. cameras, cellular phones, laptop computers, and camcorders), see 2.3.5.10 for details.

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Permitted in or as carry-on baggage Permitted in or as checked baggage Permitted on one's person The approval of the operator(s) is required The pilot-in-command must be informed of the location

Hair curlers containing hydrocarbon gas, up to one (1) per passenger or crew-member, provided that the safety cover is securely fitted over the YES YES NO NO NO heating element. These hair curlers must not be used on board the aircraft at any time. Gas refills for such curlers are not permitted in checked or carry-on baggage.

Insulated packages containing refrigerated liquid nitrogen (dry shipper), YES YES NO NO NO fully absorbed in a porous material containing only non-dangerous goods.

Internal combustion or fuel cell engines must meet A70 (see 2.3.5.15 for NO YES YES NO NO details).

Medical or clinical thermometer, which contains mercury, one (1) per YES YES YES NO NO person for personal use, when in its protective case.

Non-flammable, non-toxic gas cylinders worn for the operation of YES YES YES NO NO mechanical limbs. Also, spare cylinders of a similar size if required to ensure an adequate supply for the duration of the journey.

Non-infectious specimens packed with small quantities of flammable liquid, YES YES YES NO NO must meet A180 (see 2.3.5.14 for details).

Portable electronic devices containing lithium metal or lithium ion cells or batteries, such as watches, calculating machines, cameras, cellular YES YES YES NO NO phones, lap-top computers, camcorders, etc., when carried by passengers or crew for personal use.

All spare batteries, including lithium metal or lithium ion cells or batteries, for such portable electronic devices must be carried in carry-on YES NO YES NO NO baggage only. These batteries must be individually protected to prevent short circuits.

Portable electronic devices containing non-spillable batteries, YES YES YES NO NO batteries must meet A67 and must be 12 V or less and 100 Wh or less. A maximum of 2 spare batteries may be carried (see 2.3.5.13 for details).

Radioisotopic cardiac pacemakers or other devices, including those powered by lithium batteries, implanted into a person, or NO NO YES NO NO radiopharmaceuticals contained within the body of a person as the result of medical treatment.

Safety matches (one small packet) or a cigarette lighter that does not contain unabsorbed liquid fuel, other than liquefied gas, intended for use by an individual when carried on the person. Lighter fuel and lighter refills are not NO NO YES NO NO permitted on one's person or in checked or carry-on baggage. Note: “Strike anywhere” matches, “Blue flame” or “Cigar” lighters are forbidden.

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9.4 Hidden Dangerous Goods In order to prevent the inclusion of dangerous goods in checked or cabin baggage, in a non-apparent way, staff should obtain the maximum information from passengers, in order to determine the acceptance. Below are examples of some common devices that are normally presented for check-in and that can in some way be dangerous goods: • Breathing apparatus – may indicate cylinders of compressed gas, chemical oxygen generators or refrigerated liquefied oxygen; • Semen – may be packed with carbon dioxide solid or another refrigerated liquid gas. Camping material – may contain dangerous goods, such as flammable gases; • Cylinders – may contain compressed or liquefied gas; • Dental apparatus – may contain dangerous chemic products, such as resins or solvents, compressed or liquefied gas, mercury, or radioactive material; • Drilling and mining equipment – may contain explosives and/or other dangerous goods; • Electric equipment – may contain magnetic material; • Electrically powered apparatus – may contain wet or dry batteries; • Fruit, fish, vegetables, or other perishable frozen articles – may be packed with dry ice; • Household goods – may contain items meeting any of the criteria for dangerous goods, such as paints, aerosols, lime hypochlorite, polishes, matches, etc.; • Laboratory/testing equipment – may contain dangerous goods, particularly flammable liquids, flammable solids, oxidizers, organic peroxides, toxic or corrosive substances; • Instruments – may include, barometers, manometers, commuters, rectifier tubes, thermometers containing mercury; • Medical devices – may contain flammable liquids or solids, oxidizers, organic peroxides, toxic or corrosive substances; • Medicines or pharmaceuticals – may contain flammable liquids or solids, oxidizers, organic peroxides, toxic or corrosive substances; • Parts of automobile – may contain motors, carburetors or fuel tanks, batteries, compressed gas, fire extinguishers, etc.; • Film equipment – may contain explosives, generators, batteries, fuel, heating producing articles, etc.; • Tool boxes – may contain explosives, compressed gas or aerosols, flammable gas, flammable paints, corrosive liquids, etc. Diagnosis substances – may contain infectious substances; • Vaccines – may be packed in carbon dioxide solid (dry ice); • Diving equipment – may contain cylinders (oxygen bottles for diving) of compressed gas, diving lamps of high density (generate high heat), etc.;

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9.5 Prohibited for Carriage The following articles are prohibited as checked baggage or carry-on (except if in accordance with the IATA DGR Manual table 2.3.A provided in 12.6): • Briefcases and bags with installed alarm devices; • Devices with lithium batteries and/or pyrotechnic material; • Explosives, war weapons, fireworks and flares; • Gases (flammable, or not deeply refrigerated and poisonous) such as camping gas and aerosols; • Petrol or gas engine equipment such as chainsaws, mowers or lawn trimmers (either new or used); • Flammable liquids, such as lighter fuels, paints and thinner; • Flammable solids, such as matches and articles which are easily ignited; substances liable to spontaneous combustion; substances which on contact with water emit flammable gases; • Oxidizing substances, such as bleaching powder and peroxides; • Poisonous (toxic) and infections substances; • Radioactive materials; • Corrosive materials (such as mercury), acids, alkalis and wet-cell batteries; • Disabling devices containing an irritant or incapacitating substance (such as pepper); • Magnetized materials and other miscellaneous dangerous goods as listed in the IATA DGR.

Note: Station must also ensure that Posters, tent cards, and/or placards related to Dangerous Goods Prohibited for carriage and Articles not permitted in Cabin baggage have been properly posted at check-in counters and prominently displayed so that guests can view them with ease.

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9.5.1 Carriage Refusal If during check-in the passenger advises that they have dangerous goods in their baggage the check-in agent shall ask the passenger to remove the item for inspection. If during the screening process it is discovered that the passenger has dangerous goods in their baggage the screening officer must deny the passenger and call the Check-in Supervisor or Station Manager to return the passenger to check-in to rectify the situation. Any unauthorized dangerous goods must be removed from a passengers baggage and the passengers should be advised as to why these items must be removed. If the passenger refuses to remove the item the passenger must be denied acceptance to a Lao Airlines flight. The passenger is responsible to either dispose of the item or have the item picked up by another party not traveling. If the item is discovered after check-in a “Dangerous Goods Occurrence Report” must be completed and forwarded to the SQS Department and as required forwarded to the LDCA and the authority of the State of occurrence.

9.5.2 Reporting of Undeclared or Misdeclared Dangerous Goods When undeclared or misdeclared dangerous goods are discovered in cargo, it must be documented using any Safety Report form and reported to: • Cargo Dept., Safety & Security Dept. • Appropriate Authority of State in which the event occurred. Refer to the Dangerous Goods Manual (DGM) for reporting procuedures.

9.6 Classes and Divisions of Dangerous Goods

Regulations divide dangerous goods into 9 classes reflecting the type of risk involved. In some cases these classes are further subdivided into divisions to identify a particular risk, within that class.

9.6.1 Class 1 – Explosives Explosives are materials or items which have the ability to rapidly conflagrate or detonate as a consequence of chemical reaction.

Sub-Divisions Description

1.1 Substances and articles which have a mass explosion hazard

Substances and articles which have a projection hazard but not a mass 1.2 explosion hazard

Substances and articles which have a fire hazard and either a minor 1.3 blast hazard or a minor projection hazard or both

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Substances and articles which present no significant hazard; only a 1.4 small hazard in the event of ignition or initiation during transport with any effects largely confined to the package

1.5 Very insensitive substances which have a mass explosion hazard

Extremely insensitive articles which do not have a mass explosion 1.6 hazard

Label Sub-Division(s)

1.1, 1.2, 1.3

1.4

1.5

1.6

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9.6.2 Class 2 – Gases

Sub-Divisions Description 2.1 Flammable gas, e.g. aerosols, camping gas, lighters.

2.2 Non-flammable, non-toxic gas, e.g. aerosols, compressed oxygen, fire extinguisher.

2.3 Toxic gas, e.g. aerosols, coal gas compressed, toxic insecticide gas.

Label Sub-Division(s)

2.1

2.2

2.3

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9.6.3 Class 3 – Flammable Liquids

Sub-Divisions Description n/a There are no subdivisions within Class 3, Flammable Liquids.

Flammable liquids are classified into Class 3, as shown below: Flammable liquid is any liquid having a closed cup flash point of 60.5°C or below.

Examples of flammable liquids include:

• Solvent (Oil) Based Paints; • Petrol/Gasoline; • Alcohols; • Solvents, e.g. Benzene.

Label Sub-Division(s) n/a

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9.6.4 Class 4 – Flammable Solids

Sub-Divisions Description 4.1 Flammable Solids - are readily combustible solids and solids which may cause fire through friction. Readily combustible solids are powdered, granular or pasty substances which are dangerous if they can be easily ignited by brief contact with an ignition source, such as a burning match, and if the flame spreads rapidly. The danger may not only come from the fire but also from toxic combustion products. Metal powders are especially dangerous because of the difficulty of extinguishing a fire since normal extinguishing agents such as carbon dioxide or water can increase the hazard.

4.2 Substances liable to spontaneous combustion Self-heating of a substance leading to spontaneous combustion is caused by a reaction of that substance with oxygen (in the air) if the heat developed is not conducted away rapidly enough to the surroundings. Spontaneous combustion occurs when the rate of heat production exceeds the rate of heat loss and the auto-ignition temperature is reached. Two types of substances can be distinguished with spontaneous combustion properties: • Pyrophoric substances – substances (liquid or solid) including mixtures and solutions which, even in small quantities, ignite within 5 minutes of coming in contact with air. These substances are the most liable to spontaneous combustion. • Self-heating substances – self heating substances are substances which in contact with air without an additional energy supply are liable to self-heating. These substances will ignite only in large amounts (kilograms) and after long periods of time (hours or days).

4.3 Substances which, in contact with water, emit flammable gases Certain substances in contact with water emit flammable gases which can form explosive mixtures with air. Such mixtures are easily ignited by all ordinary sources of ignition, for example naked lights, sparking hand tools or unprotected light bulbs. The resulting blast wave and flames may endanger people and the environment. Examples – calcium, sodium.

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Label Sub-Division(s)

4.1

4.2

4.3

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9.6.5 Class 5 – Oxidizing Substances and Organic Peroxide

Sub-Divisions Description

5.1 Oxidizing Substances Oxidizers are chemicals which contain one or more oxygen atoms which are readily available for reaction with other chemicals. The simplest oxidizer is of course oxygen itself. Others can be identified with the chemical family suffix of ‘ite’ or ‘ate’, e.g. ammonium nitrate fertilizers, hydrogen peroxide, oxygen generator.

5.2 Organic Peroxides Organic peroxides are unique in dangerous goods because this particular hazard class is a specific chemical family. Substances which contain the bivalent oxygen structure are known as organic peroxides. They may be considered derivatives of hydrogen peroxide in which one or both of the hydrogen atoms have been replaced by organic radicals. Hydrogen peroxide is made up of two hydrogen atoms and two oxygen atoms connected in a chain, e.g. acetyl acetone peroxide.

Label Sub-Division(s)

5.1

5.2

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9.6.6 Class 6 – Poisonous and Infectious Materials

Sub-Divisions Description 6.1 Toxic substances Toxic substances (poisons) are extremely common. A good example is common salt, sodium chloride, which is actually more toxic than some herbicides. 6.2 Infectious substances Only highly infectious substances which can cause serious health effects are regulated. The World Health Organization divides infectious substances into 4 risk categories as follows: 1. Risk Group IV (high individual risk, high community risk) Micro-organisms that cause severe human or animal disease, which may present a high risk of spreading and there is usually no effective prophylaxis or treatment available. 2. Risk Group III (high individual risk, low community risk) Micro-organisms that cause severe human or animal disease, which may present a high risk of spreading but there is usually effective prophylaxis or treatment available. 3. Risk Group II (moderate individual risk, limited community risk) Micro-organisms that cause human or animal disease, which are unlikely to spread and there is usually effective prophylaxis or treatment available. 4. Risk Group I (low individual and community risk) Micro- organisms that are unlikely to cause human or animal disease.

Label Sub-Division(s)

6.1

6.2

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9.6.7 Class 7 – Radioactive Material

Sub-Divisions Description 7.1 Category I (White)

7.2 Category II (Yellow)

7.3 Category III (Yellow)

Label Sub-Division(s)

7.1

7.2

7.3

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9.6.8 Class 8 - Corrosives

Sub-Divisions Description n/a There are no subdivisions within Class 8, Corrosives.

A substance that affects living tissue or materially damage other freight or the means of transport, e.g. Acetic Acid (vinegar), Battery Fluid, Mercury.

Corrosive materials are those which react chemically with the steel, aluminum or skin. These fall into the UN Class 8. Products with a corrosive hazard including:

• Acids such as hydrochloric, sulfuric, etc.; • Alkalis (bases) such as sodium hydroxide, ammonium hydroxide, etc.; • Amines such as dimethyl amine; and • Some gases such as chlorine and ammonia.

Label Sub-Division(s)

n/a

9.6.9 Class 9 – Miscellaneous

Sub-Divisions Description n/a There are no subdivisions within Class 3, Flammable Liquids.

A substance or product presenting dangers sufficient to warrant regulation in transport but cannot be described to any other class.

There are a number of hazards which don’t readily fall into the 9 classes of Dangerous Goods defined by the United Nations. Usually these are modal specific since they only represent a hazard due to the particular conditions of transport. The air mode is a good example of this. Class 9 hazards include substances:

• With a noxious odor, (benzaldehyde); • Which are magnetic, (large concert speakers); • Which are transported at an elevated temperature, (molten sulfur); and • Which are cold, (solid carbon dioxide).

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Label Sub-Division(s)

n/a

9.6.10 Class 9 – Multiple Hazards Dangerous Goods can have multiple hazards. The primary hazard must be identified and article or packages must be labeled appropriately. In this case the package will have two or more class labels. The primary hazard label will display the class number on the bottom of the label. Handling Labels:

Label Description

Magnetized Material

Cargo Aircraft Only

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Package Orientation

Cryogenic Liquids

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9.7 Reserved

9.8 Carriage of Firearms and Ammunition

Reference LSP “Carriage of Weapons on an Aircraft”.

9.9 Dangerous Goods Safety

9.9.1 General Requirements

Line personnel must follow the requirements and procedures that apply to the safe transportation of dangerous goods (hazardous materials).

9.9.2 Training Requirements

All line personnel handling passenger baggage or freight must receive training in transportation of dangerous goods according to the requirements of their state authority.

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9.9.3 Damaged Dangerous Goods Packages

Follow these general guidelines for handling damaged packages:

• Remove dangerous goods packages showing signs of leakage, fumes or other damage to a safe location, preferably in the open air. • Wherever possible, use ground service equipment such as forklift vehicles to remove damaged packages. • Isolate the vehicle and the dangerous goods, and evacuate personnel from the immediate area if it is not possible to remove the dangerous goods from the vehicle or area. • Immediately inform your supervisor, maintenance personnel and the flight crew of any spills. • When handling damaged packages, do not inhale any vapor or fumes or allow the package contents to contact any part of your body. • Never load a damaged package, or one suspected of being damaged, into an aircraft. • Immediately isolate any damaged packages with radioactive contents. Keep personnel away until qualified personnel with proper equipment arrive.

9.9.4 Reserved

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9.10 Dangerous Goods Awareness Training

Lao Airlines’ has a DCA approved Dangerous Goods/Hazardous Materials training program that satisfies the requirements of DCA LCASR IS: 8.10.1.10 and IATA DGR 1.5 (Table 1.5.B, Minimum Requirements for Training Curricula for "No-carry" Operators). Lao Airlines does not use or allow any Crewmember or individual to perform or directly supervise any job function to include acceptance, rejection, handling, storage incidental to transport, packaging of Company Material (COMAT) or loading of cargo or baggage, unless that person has satisfactorily compete the Lao Airlines’ DCA approved initial or recurrent training program within the past 24 months and passed an oral or written test. Lao Airlines certifies each trained individual has been satisfactorily tested.

A newly hired employee who has not yet satisfactorily completed the required initial Dangerous Goods/Hazardous Materials training or an employee who is changing job functions and has not received initial or recurrent training for a job function involving storage incidental to transport or loading of items for transport on an aircraft is permitted to perform those job functions for up to 30 days from the date of hire or job change. Under these circumstances, the employee is directly supervised by a person who has completed the DCA approved initial or recurrent training program within the past 24 months and who is authorized by Lao Airlines to supervise the employee.

Reference DGM 1.2 for training requirements.

9.11 Dangerous Goods Spillage Procedures

9.11.1 Policy Statement • These procedures are published for the information of crews who might have to deal with items that have been inadvertently loaded, and the existence of these instructions does not confer the right to carry dangerous goods. • Furthermore, an example of emergency information to flight crew in relation to dangerous goods is the ICAO publication Emergency Response Guidance for Aircraft Incidents Involving Dangerous Goods (Doc 9481-AN/928). A copy is held on board the aircraft in the flight deck. • Chemical substances are increasingly becoming subject to regulatory control. These controls are designed to ensure that threats to Health and Safety of the passengers, workforce and environment, from dangerous substances are minimized. It is beyond the scope of this document to detail procedures for every possible scenario that may arise, but these guidelines should form a good basis for dealing with a spillage situation.

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9.11.2 Responsibilities • The majority of spillage will not actually require the full call-out of the airport authority emergency services and in these cases the Company's management must initiate in-house procedures which should include isolating the spillage area, containment and final controlled disposal. • Company employees who undertake procedures for the containment of spilled dangerous substances must only do so when it is known it is safe. This will be done following an evaluation made of all known product safety data, in addition to the wearing of personal protective equipment. Furthermore, specialist contractors will be engaged for this purpose wherever possible.

9.11.3 Working Procedures • For some liquid spills, barrier materials or proprietary absorbent granules can be used. Most of the absorbents are light so the bags should be opened close to the ground to prevent the granules from blowing away. The absorbent should then be left on the ground until it has absorbed all the liquid or has reached its full retention stage in which case more will have to be applied. The absorbent should then be swept up and securely contained in a lidded drum or double plastic sacks and clearly labeled. • Spillage of solid dangerous substances in fine dust form should not be swept up normally. Preferably specialist vacuum cleaners should be used, requiring the assistance of a specialist contractor. In the meantime, suitable measures must be taken to prevent dispersal e.g. exclusion of draughts or sheeting over. • A common high standard of handling should be applied in all contact with blood and other body fluids (Vomit, urine, feces etc.). • Blood and bodily fluids may contain certain viruses or other bacterial and viral pathogens which can have serious health effects if transmitted to others e.g. hepatitis B and HIV. These can present a risk to staff, passengers, cleaner's etc. As it is not always possible to know who is infected with these pathogens, there are certain precautions which must be taken with all blood and bodily fluids. The routes of the transmission are by contact with blood or body fluids via broken skin, mucus membranes (mouth and nose), eyes and by puncture of intact skin. Other hazards include a significant risk of slips and falls that may result in other serious injury. Gloves and aprons must be worn and discarded after use. Hands should be washed and dried before and after all procedures. Cuts and abrasions on the hands and forearms should be covered with waterproof dressings. Protective goggles and facemasks must be worn during any procedure where there is a risk of blood or body fluid splashing into the face. The material requires specialist disposal by a licensed waste contractor. On no account should the waste be disposed of in the normal waste facilities. • The finder or perpetrator of a spilled dangerous substance must immediately inform ground staff, or the Captain if in flight. If it is deemed that the Emergency Services are not required then the area should be isolated and the containment procedures initiated. If it is shown that the spilled substance is highly toxic and dangerous by inhalation then the Airport Fire Service or the crew must initiate Evacuation Procedures taking into account wind direction.

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• Following the spillage of a dangerous substance the container, its remaining contents and any other materials used during clean-up process i.e. absorbent granules etc. will have to be disposed of. This type of waste must NEVER be disposed of by placing it in the normal waste stream. • As each individual situation will be unique, it is impossible to appoint one particular person to take overall responsibility for co-ordination of a spillage. It will be dependent upon the scenario as to who should take the role of coordinator. • The following flow-charts indicate the action to be taken dependent upon the situation that a dangerous goods incident occurs. These should be followed as far as is reasonably practical, but some situations will have to be assessed individually and ultimate action may have to deviate from those documented. The procedures provided are not exhaustive and individual airports may have their own local procedures to consider.

9.11.4 Procedural Flowcharts

Procedural flowcharts follow for:

• 9.11.4.1 Spillage Occurring in the Aircraft Hold • 9.11.4.2 Spillage Occurring External to the Aircraft • 9.11.4.3 Spillage of Blood/Bodily Fluids • 9.11.4.4 Spillage Occurring in the Aircraft Cabin • 9.11.4.5 Spillage Occurring From Road Transport

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9.11.4.1 Spillage Occurring in the Aircraft Hold

1 Stop the engines of vehicles/aircraft/machinery in the immediate vicinity. 2 No naked lights - No smoking.

3 Mark roads or walkways with self-standing warning signs and warn other road users or passersby. 4 Keep people away from danger area -Keep upwind.

5 Assess the size of spillage and notify police and fire brigade as soon as possible if deemed necessary. Inform Captain & Logistics Control. 6 Any actions taken only without personal risk.

7 If substance has entered a watercourse or sewer or been spilt on soil or vegetation, advise police and environment agency. 8 Stop leaks if without risk.

9 Avoid direct contact with substance.

10 Contain leaking liquid with sand, earth or other suitable material, using a shovel or broom. 11 Prevent liquids entering watercourses, sewers, basements and work areas. 12 If the spillage is an infectious substance request medical advice (see Spillage's of Bodily Fluids). 13 Logistics Control will assess the situation and contact Flight Ops and Engineering as required. 14 Contact Engineering/Fire Service/Medical Centre (if appropriate)

15 Try to identify the substance without taking personal risks.

16 Contact the shipper for advice and supply of MSDS (Material Safety Data Sheet) to aid clean up. 17 Ensure these details are passed onto person in charge of cleanup operation. 18 Follow clean up instructions given on the MSDS.

19 Dispose of as special waste as instructed by MSDS.

20 Certification by Engineer in the Technical Log.

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9.11.4.2 Spillage Occurring External to the Aircraft

1 Stop the engines of vehicles/aircraft/machinery in the immediate vicinity.

2 No naked lights -No smoking.

3 Mark roads or walkways with self-standing warning signs and warn other road users or passersby. 4 Keep people away from danger area -Keep upwind.

5 Assess the size of spillage and notify police and fire brigade as soon as possible if deemed necessary. 6 Any actions taken only without personal risk.

7 If substance has entered a watercourse or sewer or been spilt on soil or vegetation, advise police and environment agency. 8 Stop leaks if without risk.

9 Avoid direct contact with substance.

14 Try to identify the substance without taking personal risks.

15 Contact the shipper for advice and supply of MSDS (Material Safety Data Sheet) to aid clean up. 16 Ensure these details are passed onto person in charge of cleanup operation. 17 Follow clean up instructions given on the MSDS.

18 Dispose of as special waste as instructed by MSDS.

19 If spillage is in contact with aircraft, certification required by Engineer in Technical Log.

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9.11.4.3 Spillage of Blood/Bodily Fluids

1 Hand washing must be carried out prior to and after all procedures. If skin is contaminated with blood or body fluid, wash off immediately with soap and warm water. 2 Suitable gloves must be worn for direct contact with blood, body fluid, mucous membranes or non-intact skin. Gloves should be discarded after each procedure. 3 Plastic aprons should be worn whenever contamination or wetting of clothing is anticipated. 4 Suitable protective clothing e.g. visors, goggles, facemasks must be worn during any procedure where there is a risk of blood or bodily fluid splashing onto the face. 5 Cuts and abrasions on the hands and forearms should be covered with waterproof dressings. 6 Place dangerous goods item(s) in polythene bag.

7 Stow polythene bag in a remote position (possibly a rear toilet).

8 Treat affected seat cushions/covers in the same manner as the dangerous goods item. 9 Cover spillage on carpet/floor.

10 Regularly inspect items stowed away/contaminated furnishings.

11 After landing identify to ground personnel dangerous goods item and where stowed. 12 Make appropriate entry in Technical Log.

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9.12 Accident/Incident Reporting

The Company is required to report dangerous goods accidents or incidents to Lao DCA and the authority of the State in which the accident or incident occurred, in accordance with the reporting requirements of those appropriate authorities. Reporting must be done as soon as possible after the event, but certainly no later than 24 hours and no later than 72 hours.

Any type of Safety Report or Dangerous Goods Occurrence Report must be filled out and submitted to the SQS Department who will contact the State Regulator within the prescribed timeframe. Refer to section 7.2.1.1 of the SQS Manual for reporting procedures.

Various types of incidents may include but not limited to when dangerous goods are not permitted for carriage on board the aircraft are discovered on the person of or in the baggage of a passenger.

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9.12.1 Lao Airlines Safety & Security Report Form Reference SQS Manual.

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10 Aircraft Handling and Servicing Procedures ...... 10-1 10.1 Reporting of Safety Information, Accidents, and Incidents ...... 10-1 10.2 Basic Requirements for Ground Service ...... 10-1 10.3 Ramp Safety Factors ...... 10-3 10.3.1 Mobile Ground Equipment Safety ...... 10-3 10.3.2 Safety and Prevention of Damage ...... 10-4 10.4 Ground Handling Supervision ...... 10-5 10.4.1 Ramp Coordinator ...... 10-5 10.5 Minimum Ground Time ...... 10-8 10.6 Aircraft Arrival ...... 10-9 10.6.1 Positioning Ground Service Equipment ...... 10-9 10.6.2 Marshalling Hand Signals (For Aircraft) ...... 10-9 10.6.3 Ground to Flight deck Communication ...... 10-17 10.6.4 Technical/Servicing Hand Signals–Flight Crew to Ground Staff ...... 10-22 10.6.5 Pushback Hand Signals–Headset Operator to Tug Driver ...... 10-23 10.6.6 Pushback Hand Signals–Wingwalker to Tug Driver ...... 10-26 10.6.7 Chocking of Aircraft and Related Procedures ...... 10-27 10.6.8 Arrival Procedures ...... 10-29 10.6.9 Approaching an Arriving Aircraft ...... 10-31 10.6.10 Circles of Safety ...... 10-31 10.6.11 Positioning Safety Cones ...... 10-31 10.7 Door Operations ...... 10-32 10.7.1 Aircraft Passenger Doors ...... 10-32 10.7.2 Cargo Doors ...... 10-32 10.8 Refueling ...... 10-33 10.8.1 Aircraft Fueling ...... 10-33 10.8.2 Fuel Safety Zones ...... 10-33 10.8.3 Ground Support Equipment ...... 10-34 10.8.4 Fuel Hose Safety ...... 10-34 10.8.5 Standards for Fuelling with Crew or Other Persons Onboard ...... 10-34 10.8.6 Refueling & Defueling when Passengers on-board or Embarking / Disembarking Procedures ...... 10-35 10.8.7 Control of Fuel Spills ...... 10-37 10.9 Interior Cleaning ...... 10-40 10.9.1 Interior Cabin Cleaning for Turnaround Aircraft ...... 10-40 10.9.2 Interior Cabin Cleaning for Overnight or Layover Aircraft ...... 10-41 10.10 Potable Water Operations ...... 10-42 10.10.1 General ...... 10-42 10.10.2 ATR 500/600 Potable Water Draining and Filling Procedures ...... 10-42 10.10.3 Airbus A320 Potable Water Draining and Filling Procedures...... 10-44 10.10.4 A320 Service Panel ...... 10-46 10.11 Lavatory Replenishing Procedures ...... 10-47 10.11.1 General ...... 10-47 10.11.2 Potential Environmental Risks ...... 10-47

10.11.3 Critical Operating Requirements ...... 10-47 10.11.4 General Considerations ...... 10-48 10.11.5 ATR 500/600 Draining, Flushing, and Replenishing of Toilet Tank.... 10-48 10.11.6 Airbus A320 Draining, Flushing, and Replenishing of Toilet Tank ..... 10-51 10.12 Departure Procedures ...... 10-54 10.12.1 Pre-Departure Check ...... 10-54 10.12.2 Start-Up and Pushback Service ...... 10-54 10.13 Preventing Foreign Object Damage ...... 10-57 10.14 Fire Prevention ...... 10-58 10.15 Caring for Passengers ...... 10-58 10.16 Evacuation of an Aircraft during Ground Service ...... 10-59 10.16.1 Fuel, Dangerous Goods, Spill or Leak ...... 10-59 10.16.2 Aircraft Fire ...... 10-60 10.16.3 Security Incident ...... 10-60 10.16.4 General Items to Consider ...... 10-60 10.16.5 Airside Fire Safety ...... 10-61 10.16.6 Emergency Evacuation of Ground Personnel (No Aircrew Present) .. 10-61 10.17 Unattended Aircraft ...... 10-61 10.18 Station File ...... 10-62 10.18.1 Filing Period ...... 10-62 10.18.2 Contents of Station File ...... 10-62

10 Aircraft Handling and Servicing Procedures

10.1 Reporting of Safety Information, Accidents, and Incidents

Lao Airlines recognizes that there is growing realization in the aviation industry that encouraging prompt reporting of safety issues actually reduces the number of accidents and incidents. An environment of “open reporting” is a key element in fostering a “just culture” for the systematic reporting, collection, analysis and dissemination of safety information that will be used solely to prevent accidents.

Lao Airlines encourages Ground Operations personnel to promptly and fully report all incidents and accidents. Lao Airlines views safety as a much more important priority than meeting schedules, and Ground Operations personnel are encouraged to report immediately to their supervisor the slightest scratch or dent in an aircraft and any collision between ground equipment and an aircraft.

Ground Operations personnel are required to immediately report any ground safety related accident, incident or violation, including but not limited to events of aircraft ground damage, ground support equipment operation or maintenance, near miss, personal injury, non-conformance with procedure, dangerous goods incident, or damage to Lao Airlines property in accordance with Section 9.3.4.5 of the SQS Manual.

Refer to Section 1.5.2 of this manual for Hazard Identification and Reporting.

10.2 Basic Requirements for Ground Service Ramp safety processes and procedures within the Ground Handling Manual as well as other Lao manuals are based as a minimum to equivalent procedures and processes contained in the IATA Ground Operations Manual (IGOM), internal policies and procedures and industry best practices. Procedures and training are constantly changing and as such safety processes and procedures are consistently reviewed and updated to remain current and relevant to ground handling operations.

Prior to aircraft arrival and departure ground movement operations, only those personnel trained and qualified have to follow the inspection procedures as follows:

• Ramp area is prepared and inspected to accept the arrival or departure of the aircraft in a safe and efficient manner; • The apron is clear of items that might cause aircraft FOD; • Aircraft servicing doors and panels are closed and secure (departure); • Power cables and loading bridge are detached (departure); • Equipment and vehicles are positioned clear of the aircraft movement path; • Adequate clearance exists between the aircraft and facilities or fixed obstacles along the aircraft movement path; • Chocks are removed from all wheels (departure).

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• When undeclared or mis-declared dangerous goods are discovered in baggage and/or cargo during aircraft loading, loading agent shall report to Station Manager. Then Station Manager shall submit the report to SQS Department. • During loading of the aircraft, all Ground Handling personnel will need to be on the lookout for any labels or identification that states that the shipment is for "Cargo Aircraft Only. If such a shipment is found the item is NOT to be loaded on the aircraft and the Station Manager is to be advised immediately.

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10.3 Ramp Safety Factors

10.3.1 Mobile Ground Equipment Safety Safety shall be a prime requirement in all activities connected with loading and unloading of an aircraft. The following precautions shall be taken in order to achieve the highest safety standard possible for supervision and oversight of personnel and activities during airside operations in areas near and around the aircraft: • Only qualified personnel shall be permitted to operate equipment;

o Qualified personnel shall attend Ground Support Equipment (GSE) initial and recurrent training prior to performing their duty;

o Qualified personnel shall be supervised by the Supervisor of that Ground Operation Department or Ground Handling Company during duty to ensure only qualified and authorized personnel are permitted to operate GSE. • Personnel do not operate vehicles or equipment while using hand-held portable electronic devices unless a suitable “hands free” capability exists and is utilized; • Aircraft and pedestrians shall always have the right–of–way. Ground equipment should never move across the path of taxiing aircraft or embarking and disembarking passenger; • Safety cone care placed on the apron to mark hazard areas and to protect passenger moving between the aircraft and the terminal building where the apron is utilized for passenger embarkation and disembarkation; • An equipment restraint line is marked or displayed on the apron; • Equipment is positioned behind the equipment restraint line with parking brakes engaged and chocks placed on the tires.); • The parking brake is always applied, with gear selector in park or neutral, when equipment is parked away from or positioned at the aircraft; • The surface on the ramp should be kept clear of any loose equipment or other objects that might cause damage to aircraft or engines. Apron areas that have parking or movement or other objects and cleaned up to avoid foreign object damage (FOD); • During loading or unloading operating, the ground clearance of an aircraft may vary, up or down, and full allowance must be made for this movement when handling equipment is in close proximity (steps, carts, trucks, forklifts, high loaders, conveyor belts etc.); • Care must be taken during loading and unloading operating to avoid damage to the doors and openings; • Catering equipment must be parked in the safety area; • Always assure ground support equipment is operated in a manner that prevents damage to the aircraft and injury to personnel; In case of ground handling incident or other emergencies that may occur during aircraft ground handling operations, ramp agent shall report to ramp supervisor and Station Manager. Station Manager shall report to Lao Airlines Manager SQS Department.

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NOTE: All vehicles and equipment operated airside should follow the airline’s rules and civil aviation rules, while operating around aircraft the maximum speed is 5 km/hour otherwise the maximum speed is 10 km/ hour.

10.3.2 Safety and Prevention of Damage The utmost caution is required to avoid any situations which might result in damage to an aircraft whilst on ground. For safety reasons, the procedures below must be followed: • As long as the aircraft is taxiing, ground equipment shall be parked at a safe distance; • Ground equipment and Passenger Boarding Bridge shall only be directed to the aircraft after it has come to a complete stop, chock in position engines shut down and, if applicable, ground/ flight deck intercom contact established; • Prior to equipment movement, a guide person, visible to the driver (or operator), is in position to accurately judge clearances and communicate guidance using hand signals; • Equipment movement does not commence or is halted, of the driver (or operator), does not have or loss visual contact with a guide person; • Equipment or vehicles are not moved into hazard areas associated with the aircraft type; • Ground equipment placed at a distance from the aircraft shall have brakes on to avoid rolling of equipment caused by the blast of the engines; • The ground equipment shall be in good technical condition; • Ground equipment should be maneuvered in the aircraft vicinity at low speed with accuracy and care. Brakes shall be applied to prevent slipping or other uncontrolled movements, when in position at aircraft side; • Stabilizers, when fitted on equipment, are deployed when equipment is positioned at the aircraft; • Equipment with elevating devices is not driven in the elevated position, except for final positioning at the aircraft; • Equipment is not removed from an aircraft cabin access door unless the driver (or operator) has advised appropriate persons on the aircraft and on the ramp; • When loading has been completed, remove all ground equipment to a safe distance; • Equipment is not removed from a position at an aircraft access door until the door has been closed and secured by an authorized person or a highly visible safety device has been placed across an open door; • Should even the slightest scratch or dent in the aircraft skin occur or be noticed, it is imperative that this fact will be reported immediately to a company representative. Remember that even minor deformations, apart from detracting from performance, could be the direct cause of serious accidents. • Ground Service Equipment used at the aircraft is suitable for the purpose, is correctly maintained and in a safe condition so as not to cause damage to the aircraft or persons on the vicinity of the aircraft.

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10.4 Ground Handling Supervision

10.4.1 Ramp Coordinator During ground handling operations, the Ramp Coordinator, or a dually appointed qualified person, will provide ramp supervision that is responsible to ensure responsibility for all its airside operational activities. Such activities shall include, but not limited to, aircraft movement and operations, passenger/baggage handling operations, cargo operations, aircraft loading and unloading and ramp operations. All Ground Handling Agents will also ensure that there is an assignment of a Ramp Coordinator, or equivalent that fulfils supervision oversight and responsibilities. The Lao Airlines SQS Department will ensure that the assignment of a Ramp Coordinator is assigned and that ground handling and ramp safety procedures are being following by auditing stations using the Station Operations audit checklist.

10.4.1.1 Oversight and Verification • Arrival and departure operations;

o Correct marshalling signals and communications are used; o Aircraft is parked and chocked correctly; o Towing or pushback of aircraft and engine start procedures; o Ramp pre-inspection for FOD and illegally parked GSE; o Aircraft exterior walk-around inspections; o GSE Operations. • Aircraft cleaning operations:

o Aircraft cleaning and vacuuming; o Arrange seat belt folding; o Waste disposal. • Aircraft security; • Aircraft Servicing:

o Positioning/removal of toilet service; o Positioning/removal of potable water service. • Aircraft Loading/Unloading:

o Passenger stairs/bridge – positioning and removal; o Positioning/removal of passenger Boarding Bridge (when necessary); o Positioning/removal of adequate loading equipment based on type of aircraft;

o Positioning/removal of GPU/ASU, if required; o Verify that dangerous goods are correctly loaded and secured prior to door closing;

o Baggage reconciliation;

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o Document Management, completed and delivered. • Staff Management:

o Loading/Unloading staff (bags, cargo etc.); o Cargo loading, stowing and securing special loads in accordance with instructions and procedures;

o All baggage and cargo loaded as per loading instructions; o Ensure staff close all cabin/cargo doors securely; o Staff are in place to monitor and segregate arriving/departing passengers o Verification of Flight Crew by crosschecking ID and Duty Roster; o Airside security and prevention of authorized interference.

10.4.1.2 Responsibilities The Ramp Coordinator will ensure the follow elements, at a minimum, of ground handling operations are successfully conducted by assigned individuals during each aircraft turnaround operations; • Ensure that all employees and providers are following safety and security processes and procedures as outlined in the Lao Airlines manual suite; • Responsible for the correct loading and securing of dangerous goods on board the aircraft, when the Station Manager is not available an appointed qualified person will be assigned the responsibility, ie Loader, Cargo Supervisor; • Verify that no “Cargo Aircraft Only” shipments are loaded on to any aircraft and that NO DG cargo is loaded into the passenger cabin and/or flight deck; • Completion of all required documentation and retention of records as per the SMS Document Retention policy; • Report and assist in the investigation into any safety or security incident or accident; • Conduct Pre-flight brief regarding flight requirement(s) and services as required; sufficient personnel with PPE and necessary ground support equipment available and ready; • All GSE and personnel positioned outside the aircraft restraint line during aircraft movement; • Ensure that all operational employees are qualified in their job functions as well as provide OJT training when required; • Ensure guidance system is activated and marshaller(s) is positioned correctly; • Verify personnel do not approach aircraft until anti-collision light is turned off and Marshaller give thumbs up signal; • Ensure aircraft is chocked and coned correctly; • Ensure there is an aircraft external damage check prior to GSE approaching aircraft; • Ensure equipment is properly positioned and operated safely (e.g. Guide rails, buffers);

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• Passenger Bridge, Steps, GSE positioned at all cabin access doors prior to opening and remain in positioned and removed once the door is closed; • Ensure passenger walkways are clear of obstacles and FOD; • Ensure fuel truck is properly positioned and vehicle escape route is not obstructed; • Ensure the FUEL SAFETY ZONES is clear of all GSE; • Ensure safety precautions for fueling are adhered to; • Ensure a load inspection is performed prior to loading; • Ensure baggage and cargo loaded and handled in accordance with the Load Instruction Report (LIR); • Ensure holds are checked to verify loads are secure and lock/nets configured correctly; • Ensure Load information is correct and documented; • Ensure final load information/DG Special NOTOC provided to PIC as required; • Ensure GSE removal procedures are followed; • Ensure final ramp inspection and aircraft walk-around check prior to departure.

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10.5 Minimum Ground Time

Efforts should be taken to minimize delays on the ground as much as possible. Late arriving aircraft should not be held on the ground according to their scheduled ground time, as this is often coordinated by slot requirement, rather, turnaround of aircraft should occur as quickly as possible.

The following are minimum ground times for a complete turnaround and maybe shortened, if some services are omitted, by request of Station Manager or crews.

• A320 50 Minutes • ATR72 40 Minutes

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10.6 Aircraft Arrival

10.6.1 Positioning Ground Service Equipment

Movement of aircraft into and out of the parking area is done in an area called the aircraft clearance zone. Keep this zone free of obstructions and protect it from any intrusion while the aircraft is moving.

Illustrations of the aircraft clearance zone and aircraft clearance zone markings are provided in Section 23.

Follow these general guidelines for positioning Ground Service Equipment (GSE):

• Place GSE outside the aircraft clearance zone equipment limit lines for ready access to the aircraft after it stops and the anti-collision beacon is off. • Before positioning GSE near the aircraft, check that all buffers are serviceable and handrails are retracted. • After positioning GSE near the aircraft, check that stabilizers, if fitted, are down and handrails are extended correctly. • Keep loading platforms lowered when placing them near the aircraft; ensure enough clearance for cargo doors to be opened.

NOTE: The arc prescribed by the unhinged end of a cargo door when it is opened or closed is not continuous, and care must be taken to avoid injury (see the illustration provided in the Section 23).

• Position GSE in an organized way so that all equipment has access to the aircraft.

10.6.2 Marshalling Hand Signals (For Aircraft) • Aircraft marshalling shall not be performed unless it is permitted by the local airport authority and personnel have been trained and authorized. • Marshalling hand signals shall be given from a position forward of the aircraft while facing and within view of the pilot. • Illuminated torch lights/wands should be used to improve the visibility of the hand signals in the following situations:

o Insufficient apron lighting o Poor visibility o Night conditions o When required by local Airport Authorities or regulations. Caution To avoid any possible confusion by the Flight Crew, guide man hand signals for equipment shall not be used until all aircraft marshalling has been completed.

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NOTE: The hand signals printed on the following pages are illustrated with the use of wands. The meaning of the signals remains the same when bats, gloves or illuminated torch lights are used.

It is not possible to give signals for engaging/releasing parking brakes with the use of bats or illuminated torch lights.

10.6.2.1 Identify Gate

Raise fully extended arms straight above head with wands pointing up, move hands fore and aft to keep from blending into background.

10.6.2.2 Continue to Taxi Straight Ahead

Bend extended arms at elbows and move wands up and down from waist to head.

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10.6.2.3 Slow Down

Move extended arms downwards in a “patting gesture”, moving wands up and down from waist to knees.

10.6.2.4 Turn Right (From the Pilots Point of View)

With left arm and wand extended at a 90° angle to the body, right hand makes the come ahead signal. The rate of signal motion indicates to the pilot the rate of aircraft movement desired.

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10.6.2.5 Turn Left (From the Pilots Point of View)

With right arm and wand extended at a 90° angle to the body, left hand makes the come ahead signal. The rate of signal motion indicates to the pilot the rate of aircraft movement desired.

10.6.2.6 Stop/Emergency Stop

Fully extend arms and wands to cross above the head.

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10.6.2.7 Hold Position/Stand-by

Fully extend arms and wands downwards at a 45° angle to the sides. Hold the position until the aircraft is clear for the next maneuver.

10.6.2.8 Proceed to Next Marshaller or as Directed by Tower/Ground Control

Point both arms upward, move and extend arms outward to side of body and point with wands to direction of next marshaller or taxi area.

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10.6.2.9 End Marshalling

Perform a standard military salute with right hand and/or wand to dispatch the aircraft. Maintain eye contact with the flight crew until the aircraft has begun to taxi.

10.6.2.10 Fire

Fire – Move right hand in an exaggerated figure of eight (8), or a fanning type motion, from the shoulder to the knee, while at the same time pointing with the left- hand wand to the area of the fire.

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10.6.2.11 Set Brakes

Raise hand just above shoulder height with open palm. Ensure eye contact with the flight crew, close hand into a fist. DO NOT move until receipt of thumbs up acknowledgment from the flight crew.

10.6.2.12 Release Brakes

Raise hand just above shoulder height with hand closed in a fist. Ensure eye contact with the flight crew, open palm. DO NOT move until receipt of thumbs up acknowledgment from the flight crew.

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10.6.2.13 Chocks Inserted

With arms and wands fully extended above head, move wands inward in a “jabbing” motion until the wands touch.

10.6.2.14 Chocks Removed

With arms and wands fully extended above head, move wands outward in a “jabbing” motion. DO NOT remove chocks until authorized by the flight crew.

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10.6.2.15 Start Engines

Raise right arm to head level with wand pointing up and start a circular motion with hand, at the same time with the left arm raised above head level point to aircraft.

10.6.2.16 Emergency Engine Shut Down

Extend arm with wand forward of body at shoulder level, move hand and wand to top of left shoulder and draw wand to top of right shoulder in a slicing motion across throat.

10.6.3 Ground to Flight deck Communication The ground mechanic (or the person responsible) should establish contact with the captain via hand signals (thumb up), verbal phraseology and use interphone when arriving at the position to verify that aircraft is properly chocked. Communication shall be maintained between ground staff and caption until this has been released.

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10.6.3.1 Technical/Servicing Hand Signals–Ground Staff to Flight Crew • Only use manual signals when verbal communication is not possible. • Make sure acknowledgement is received from the flight crew on all occasions.

10.6.3.2 Connect Towbar:

Bring arms above the head and grasp forearm with opposite hand.

10.6.3.3 Air Up (Supply Pressurized Air for Engine Start):

Wave arms up & down from thigh to waist with palms up.

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10.6.3.4 Connect/Disconnect Ground Power To connect ground power:

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

To disconnect power:

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

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10.6.3.5 Affirmative/All Clear

Raise right arm to head level with wand pointing up or display hand with thumbs up, left arm remains at side by knee.

10.6.3.6 Negative

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

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10.6.3.7 Interphones

Extend both arms at 90° from body and move hands to cup both ears.

10.6.3.8 Do not Touch Controls

Raise right hand above head level and close fist or hold wand in horizontal position, left arm remains at side by knee.

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10.6.3.9 Open/Close Stairs Forward/Aft

With right arm at side and left arm raised above head at a 45° angle, move right arm in sweeping motion towards top of left shoulder.

10.6.4 Technical/Servicing Hand Signals–Flight Crew to Ground Staff

Brakes Engaged: Brakes Released:

Raised arm and hand, with fingers Raised arm, with fist clenched, extended, horizontally in front of face. horizontally in front of face. Hand is then Hand is then closed to a fist. opened to an open palm.

Insert Wheel Chocks: Remove Wheel Chocks:

Arms extended, palms outwards, and hands Hands crossed in front of face, palms moving inwards. inwards, and arms moving outwards.

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Ready to Start Engine(s): All Clear:

One hand raised with the appropriate Acknowledgement of all ground actions. number of fingers stretched indicating the number of the engine to be started.

10.6.5 Pushback Hand Signals–Headset Operator to Tug Driver

10.6.5.1 Vehicle Brakes Off

Raise hand just above shoulder height with closed fist and ensuring eye contact with tug driver open palm.

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10.6.5.2 Clear to Push

Hold arm straight out, at a 90° angle from the shoulder, and display hand with thumb up. This indicates to the tug driver that all equipment is clear of the aircraft, the chocks have been removed, the aircraft brakes are off and the flight crew has given clearance to commence pushback.

10.6.5.3 Negative/Hold

Hold arm straight out, at 90° angle from the shoulder, and display hand with thumb down. This indicates to the tug driver that the aircraft is not ready for pushback and to hold position.

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10.6.5.4 Vehicle Brakes On/Stop

Raise hand just above shoulder height with open palm and ensuring eye contact with tug driver close into a fist. At the end of the pushback also indicates to tug driver that aircraft brakes have been set. Tug driver should return the signal to the Headset operator to confirm vehicle brakes set.

10.6.5.5 Slow Down

With hand at a 45° angle downward to the side make a “patting” motion.

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10.6.5.6 Change of Pushback Direction

Touch nose with finger and with arm at a 90° angle to the shoulder, point in the direction that the aircraft needs to be turned to.

10.6.6 Pushback Hand Signals–Wingwalker to Tug Driver

10.6.6.1 Clear to Move Aircraft

Raise one fully extended arm with wand straight above head and with the other arm and wand at a 45° angle downward to the side.

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10.6.6.2 Stop Movement of Aircraft

Fully extend arms and wands to cross above the head.

10.6.6.3 Hold Movement of Aircraft

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

10.6.7 Chocking of Aircraft and Related Procedures

10.6.7.1 General Procedures • Make sure the required number of approved serviceable chocks are available based on the aircraft type and weather conditions;

o Chocks should be painted a bright color, red preferred so as not to blend in with the painted lines and are easily visible. • During aircraft arrival chocks must be positioned outside the Equipment Restraint Line (ERL)/Clearance Zone during arrival and prior to pushback.

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o Chocks must be stowed properly either on a rack, cart, or in a designated painted equipment box that is easily visible from employees walking on the ramp.

o At no time shall chocks be thrown on to the ramp so as not to damage the chocks, create a tripping hazard, or damage any equipment or personnel servicing the aircraft.

10.6.7.2 Chocking Procedures Upon arrival of the aircraft at the designated stopbar no employee is to approach the aircraft until the aircraft has come to a complete stop. The Marshaller will be positioned within view of the flight deck and communicate through the approved standard hand signals identified in GHM Chapter 10. During ATR operations, the responsible Ramp Agent may approach the ATR to attach the GPU before the engines shut-down but must be within sight of the Marshaller. The designated Ramp Agent will immediately place chocks at the forward and aft of the nose gear. Placing of the chocks must be completed before any other activity can take place. • The chocks must not be placed in direct contact with the tire. There should be at least a 1-finger gap between the tire and the chock to allow for movement of the aircraft without pinching the chocks under the tire. • If the ramp has a slope that may cause the aircraft to roll the chock should be placed firmly against the downside of the tire. All other employees must remain outside the ERL and may not approach the aircraft until: 1. Engines have been switched off and are spooling down; 2. The Anti-Collision light has been turned off; 3. The Marshaller has given the “Thumbs-Up” signal to approach the aircraft. Once the Anti-Collision light is off the designated Ramp Agent will insert chocks forward and aft of the main landing gears on the A320 and forward and aft of the left main landing gear on the ATR72. • When the Ramp Agent approaches the tires, it must be done so that the Agent approaches the tire in a path parallel to the tire assembly. Due to the heat of the brakes no employee shall approach the tires directly from the side of the tire assembly. Aircraft hubs are designed to burst outwards from the hub towards the wingtips. If any temporary chocks were used for the nose gear, they can now be replaced. Once all chocks have been inserted the Marshaller will give the “Chocks Inserted” signal to the flight deck crew. (GHM 14.8) Chocks shall never be removed from the aircraft until clearance is given by the Marshaller. For overnight and of high-wind parking of aircraft, additional chocks must be installed forward and aft of the right main landing gear on the ATR. Refer to GHM 21.1.11 for chocking diagrams.

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10.6.8 Arrival Procedures The Ramp Coordinator or designated Maintenance Personnel will perform an arrival walk-around of adjacent areas around the gate to ensure the following: • There is no FOD on the ground or blowing around; (FOD Walk); any FOD found should be put into a secure FOD bin; • The surface conditions of the apron is adequate to conduct aircraft movement operations; • All GSE, service items, chocks, and personnel are located outside of the equipment restraint area/Clearance Zone; • All required GSE and personnel, Marshaller, are available; • If required, the Boarding Bridge is retracted; • Verify that any object is removed that could be affected by the aircraft jet intake or jet blast.

10.6.8.1 Aircraft Arrival at the Gate For a standard arrival the following procedures should occur; • As the aircraft approaches the gate, the marshaller will point to the lead-in-line that will be used by the arriving aircraft and stand on top of the guide-in-line giving the “Identify Stand” signal. If required Wingwalkers will position themselves 1-Meter outside of the wingtips. Winkwalkers will need to maintain visual contact with the Marshaller and if an object may contact the aircraft the Wingwalker must give the “Stop” signal to the Marshaller. • As the aircraft is moving along the guide-in-line the marshaller gives the “Continue To Taxi Ahead” signal. • The nose wheel of the aircraft should try to stay on the guide-in-line and the marshaller should use the “Turn Left” “Turn Right” signals to reposition the aircraft.

CAUTION IF AT ANY TIME THE MARSHALLER IDENTIFIES A DANGER OR IS UNSURE THE AIRCRAFT MUST BE STOPPED.

• As the aircraft approaches the stop position the marshaller will use the “Slow Down” signal as required. As the aircraft touches the stop point the marshaller will use the “Stop” signal.

10.6.8.2 After Arrival Procedures Upon the aircraft stopping at the correct stop bar: • Wheel chocks must be inserted as per GHM 10.6.7; • As required, position and connect the GPU; • Once the chocks are inserted advise the flight crew with the “Chocks Inserted” signal or verbal confirmation;

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• Prior to positioning the boarding bridge or stairs, confirm there is no damage to the cabin door; • Position safety cones; • Conduct an arrival aircraft exterior check inspecting;

o All cargo doors; o All access panels and servicing access points; o Aircraft fuselage; o Aircraft engine cowlings; o Aircraft passenger doors; o Give clearance for GSE to approach the aircraft.

NOTE: If any damage is found, report it immediately to supervisor and do not approach the aircraft with any GSE in the area where the damage has been found.

CAUTION IF AN AIRCRAFT ARRIVES WITH AN UNSERVICEABLE ANTI- COLLISION LIGHT, DO NOT APPROACH THE AIRCRAFT UNTIL HEADSET COMMUNICATION HAS BEEN ESTABLISHED WITH THE FLIGHT CREW.

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10.6.9 Approaching an Arriving Aircraft

Before approaching the aircraft, make sure that:

• The aircraft has stopped. • The nose wheels are chocked. • The anti-collision beacon is off. • The marshaller has given the “safe to approach” signal.

When working around an aircraft, be alert for protrusions that could cause injury, such as antennas, pitot tubes, vortex generators and air-conditioning pack exhaust ports.

Aircraft servicing involves several types of vehicles. General guidelines for positioning vehicles at the aircraft include:

• Baggage-handling vehicles (belt loaders and pallet loaders) are normally the first to approach, followed by catering and cabin-cleaning vehicles. • When positioning catering and cleaning vehicles, ensure that the leading edge of the platform is as perpendicular as possible to the side of the aircraft, taking into account the curvature of the fuselage. • After the baggage-handling vehicles are in position, tow vehicles pulling carts, trolleys, carts (barrows), container dollies or other equipment carrying baggage, cargo and mail may approach. • Provide clear access and egress to the refueling vehicle.

10.6.10 Circles of Safety

Each parked aircraft has unmarked protection zones called the “circles of safety” that are designed to prevent damage from GSE. The outer circle of safety extends 5 meters (16 feet) from the aircraft. Vehicle drivers must test their brakes before crossing this imaginary boundary. The inner circle of safety is 2 meters (7 feet) from the aircraft and indicates where drivers must stop their vehicles before resuming their approach to the aircraft at a slow speed.

10.6.11 Positioning Safety Cones

Safety cones are used to create protective zones around specific aircraft areas, especially engines and wing tips, to prevent ground accident damage.

Illustrations of recommended safety cone placements for different aircraft types are provided in the annex section 22.

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10.7 Door Operations

10.7.1 Aircraft Passenger Doors Procedures for opening and closing aircraft doors vary among aircraft types and airlines. The following are some general guidelines: • During any time that cabin doors may be opened and until after the door is closed GSE, boarding stairs, or a Jetway shall: a. Be positioned at a cabin access door prior to door opening; b. Remain positioned at a cabin access door at all times when such door is open unless an appropriate fall prevention device is placed across the open door; c. Is removed from a cabin access door immediately after such door is closed. • All passenger doors may only be opened / closed by line personnel from outside. • The Cabin Crew is responsible for disarming the doors before they are opened. Line personnel should receive a “thumbs-up” signal from a Cabin Crew member before opening an aircraft door. • Line personnel should never attempt to open any cabin door that is in the “armed” mode. Contact the maintenance (engineering) department if a door malfunctions. • On departure, do not open a closed door without permission from the flight crew. • Before removing ground support equipment (jet way/step/catering trunk etc.) from any aircraft cabin access door, the Cabin Crew must be advised. • Ground support equipment must not be removed unless the door is closed or a safety device has been put across the door opening. Use the following procedures if a door has to be reopened before pushback: • Tell the Ramp Supervisor why the door needs to be reopened. • The Ramp Supervisor must obtain the flight crew’s permission for reopening the door. • No vehicles may approach the aircraft until the Ramp Supervisor gives the “all clear” signal.

10.7.2 Cargo Doors

Opening and closing of hold doors shall only be performed by loading staff having been duly instructed. Staff operating cargo doors must check twice to ensure all door indicators show “Closed”. All procedures for safe opening and secure closing of the hold doors are written on the aircraft frame within the vicinity of the hold.

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10.8 Refueling

10.8.1 Aircraft Fueling During aircraft fuelling operations: • Establishment of a bonding connection between the fuelling vehicle and aircraft to provide for dissipation of electrical energy that may develop. If the bonding wire is disconnected during refueling, refueling must be stopped until the bonding wire is reconnected; • Fire extinguishing equipment suitable for at least initial intervention in the event of a fuel fire shall be readily available or in the event of an Emergency; • Procedures are in place for quickly summoning the rescue and fighting service in the event of a fire or major fuel spill; • Fueller shall be in control of the pumpers Deadman’s switch at all times while fuelling. • The connection or disconnection of any aircraft electrical equipment, including GPUs, batteries and battery chargers, is not permitted; • The APU maybe started during refueling if the start is an initial start or restart after normal shutdown; • Do not attempt to start the APU during fuelling if the APU had an automatic shutdown or a failed start attempt. Make sure the fuelling operation is complete and the hose disconnected before another APU start is attempted; • The APU may be shutdown (manual or automatic) during the refueling operation; • In the event of possible threat from fire or lightning occurring either on or in the vicinity of the aircraft, aircraft fuelling must be halted.

10.8.2 Fuel Safety Zones • Due to the fire hazard associated with fuel vapors all personnel must be cautioned to ensure that items and processes such as; matches, open flames, welding, use of photographic flashbulbs etc. are kept out of the fuelling safety zone; • Portable electronic devices, such as Mobile (Cell) Telephones, Portable Radios and Papers, may be used within the fuel safety zone providing a separation distance of no less than 6m (20ft) is maintained from aircraft fuel vent and /or fuelling equipment; • The refueling safety zone shall be regarded as an area extending 6m (20ft) from fuelling receptacles, tank vents and fuelling equipment; • Equipment performing aircraft servicing functions shall not be positioned within a 6m (20ft) radius of aircraft fuel system vents openings; • Limitations and restrictions in a fuelling safety zone typically preclude the use or activation of:

o Items that could be sources of ignition or fire (e.g., matches, welding equipment, flashbulbs);

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o Portable electronic devices with proper separation distance from aircraft fuel Vents and/or fuelling equipment (e.g., mobile telephones, portable radios, pagers).

10.8.3 Ground Support Equipment • The engines of unattended vehicles should be switched off; • Vehicles MUST NOT be parked under the aircraft wingtip fuel vents; • Equipment must be positioned so that the fuelling vehicle has a clear exit route and can be moved away from the aircraft in a forward direction; • A distance of 3m (10ft) should be maintained, wherever possible, between ground support equipment and any fuelling equipment, i.e. vehicles, hoses, hydrant pits; • Ground Power Units (GPUs) must not be operated unless they are positioned 6m (20ft) from the aircraft fuelling vents and venting points; • The use of metal-wheeled equipment in close proximity to the aircraft is prohibited.

10.8.4 Fuel Hose Safety

Refueling vehicles and equipment should have hoses of sufficient length to allow the fuelling platform to be fully lowered whilst the hoses/couplings are connected to the aircraft fuelling manifold;

Extreme care must be taken to position refueling vehicles and equipment correctly, ensuring the strain is not applied to the fuelling hoses, coupling and manifolds on the aircraft when the platform is lowered;

Care must be taken to ensure that the fuelling hoses do not become entangled on equipment during movement of the fuelling vehicle’s platform.

10.8.5 Standards for Fuelling with Crew or Other Persons Onboard The following are the standards to follow when fuelling with passengers/crew onboard. • The person responsible for fuelling shall inform crew/staff on board and around the aircraft that fuelling is about to commence and when fuelling is completed; • This communication can be given through either verbal or hand signals but must be clearly communicated with a received response from the other person. • The person responsible for fuelling shall inform the crew/staff on board should a hazardous situation arises; • Ground activities outside the aircraft and work within the aircraft, such as the catering and cleaning, should be conducted in such a manner that they do not create a hazard or obstruct emergency exits; • All exit areas, exit accesses areas, cabin aisles and cross aisles inside the aircraft should be kept clear of obstructions; • The ground area beneath exit doors should be kept clear of any obstructions;

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• When passenger loading bridges are in use, access to the terminal must be available; • When a passenger loading bridge is not used, as a minimum, a set of aircraft passenger steps should be positioned at the door normally used for boarding; • Aircraft fitted with integral stairs must have these deployed. During fueling operations, it is important to ensure that no emergency exit is blocked in case of evacuation. If a means of evacuation cannot be maintained during fueling, fueling with passengers onboard cannot commence. To ensure this, the following procedures should be adhered to; • When a Jet Bridge is being used for boarding or deplaning an interior path must be maintained from the aircraft to the terminal. • The Gate Agent or authorized person must ensure that the Jet Bridge is securely in place with the aircraft and there is a pathway into the terminal. • The Gate Agent or Crew onboard must ensure that the cabin access door is open and a clear path is available through the Jet Bridge. • No bags, persons, obstructions may block the evacuation path. • If a Jet Bridge is not being used either the integral stairs on the ATR or Air Stairs for the 320 must be securely attached to the aircraft and the cabin access door must be open. • All areas beneath the aircraft exit doors must not be blocked and the evacuation route must clear of obstructions. • No baggage, GSE, or other items may block the path.

10.8.6 Refueling & Defueling when Passengers on-board or Embarking / Disembarking Procedures The start of refueling must be coordinated with the Commander to allow him to brief the entire crew concerning safety regulations and procedures. After refueling is completed, the Commander must be informed. The minimum Cabin Crew complement must be available (one of the Cabin Crew must be Purser). The following special safety precautions have to be strictly adhered to: • A certified person (Supervisor) must remain at a specified location (Ramp area) during refueling process with passengers onboard. They must handle emergency procedures concerning fire protection and firefighting. All necessary measures have to be coordinated with the Commander; • A two way communication shall be established and shall remain available by the aircraft intercommunication system or other suitable means between the ground crew supervising the refueling and the Commander onboard the aircraft; • Crew, responsible staff and passenger must be warned that refueling will take place; • "Fasten Seat Belt" signs must be OFF; • "No Smoking" signs must be ON together with interior lighting to enable emergency exits to be identified.

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• A Passenger Announcement is to be made briefing passengers:

o No smoking at any time on the ground; o To remain seated, but with seat belts/harnesses unfastened, until the refueling has been completed;

o Not to operate any electronic devices. • If the presence of fuel vapour is detected inside the aircraft, or any other hazard arises during refuelling, the Cabin Crew shall inform the Commander immediately. Refuelling process and other activities within the aircraft must be stopped immediately; • In the cabin, a qualified Cabin Crew must be positioned near boarding doors and be prepared for an immediate emergency evacuation; • In principle, for all aircraft types, at least a minimum of two exit doors shall be opened and passenger stairs / jet ways must be positioned at these doors.

o If only one passenger stair / jet way is available, the requirement for the second exit may be met by positioning a qualified Cabin Crew, who will remain at a second exit throughout the refueling process. The exit door should not be armed, unless required in an emergency.

o In addition, access and egress from all areas where aircraft escape slides may be deployed are to be kept clear, except for those exits not available due to their use for catering or other ground servicing activities; • Ground servicing and other activities within the aircraft are to be conducted so that available exits are not obstructed; • If passengers are embarking during refuelling, they should be under supervision of a responsible person and their route must avoid the fuelling zone (refer to 10.13.3 – Fuel Safety Zones). Congestion in front of the aircraft doors must be avoided.

NOTE: The refueling process must be interrupted immediately if it is observed that any of the safety regulations are not adhered to.

CAUTION DEFUELING WITH PASSENGERS ONBOARD OR EMBARKING/DISEMBARKING IS STRICTLY PROHIBITED.

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10.8.7 Control of Fuel Spills 1 A fuel spill is considered any release of a combustible or flammable liquid. It should be recognized that situations will differ in both scope and severity. It shall be the responsibility of the fueler to ensure that a supervisor is notified and that an effective cleanup is accomplished. However, it must be emphasized that it is everyone’s responsibility to ensure that the safety of personnel, passengers and the general public is not jeopardized.

NOTE: A small spill is equal to or less than 5 gallons or 10 feet in any direction and a large spill is greater than 5 gallons, 11 feet in any direction, or continuing in nature.

2 Due to the potential hazards associated with fuel spills, the following shall be observed: a. Once a leak or spill has been detected, STOP THE FLOW OF FUEL. Release the deadman and/or push the emergency shut-off switch on the fueling equipment. b. Determine where the leak/spill is coming from. (Aircraft or fueling equipment) c. Notify the supervisor at once. Supervisor will ensure that as much information as possible is gathered, without endangering themselves or others. Such as: 1) Time of the spill; 2) Fuel type released; 3) Estimated amount released; 4) Location and source of the spill; 5) Cause & circumstance of the spill; 6) Existing or potential hazards. Additionally, as required, the supervisor will: 1 Alert the flight crew if the spill is within fifty 50 feet of the aircraft and/or passengers or crew are onboard. 2 Notify Airport Rescue Fire Fighting (ARFF) if the quantity of the spill exceeds five 5 gallons and/or ten 10 feet in any direction, or if the spill cannot be contained, or is continuing in nature. 3 Advise ARFF personnel of: a. Location of the fuel spill; b. Type of equipment involved in the spill and its equipment number; c. The severity of the spill. 4 Position a person equipped with a fire extinguisher upwind of the spill, to act as a fire guard until the spill has been cleaned up or until relieved by ARFF personnel. 5 Ensure that all electrical equipment near the area of the spill is relocated away from the spill area, including ground power units (GPU), tugs, etc. 6 Prevent vehicles from driving, starting or stopping, near the spill area.

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CAUTION: IF ANY MOTORIZED EQUIPMENT IS SITTING WITHIN THE FUEL SPILL AND THE ENGINE IS RUNNING, DO NOT TURN IT OFF. IF THE ENGINE IS OFF, DO NOT TURN IT ON. ADDITIONALLY, IF THE AIRCRAFT IS WITHIN THE SPILL AREA, DO NOT START THE ENGINES.

7. Fueler will utilize the SPILL KIT, and place the absorbents on the ground, to absorb and slow the rate of fuel spread across the ground. a. If the spill is near a storm drain, a barrier such as absorbent litter or “booms” shall be placed between the drain and the spill. b. Proceed with the clean-up operation using available absorbent materials. A face shield and rubber gloves may be used to avoid contact of fuel with the skin.

CAUTION: DO NOT DRAG EQUIPMENT ON THE GROUND WITHIN THE FUEL SPILL AREA. THIS COULD PRODUCE A SPARK WHICH MAY IGNITE LOW LYING FUEL VAPORS.

c. Use only plastic shovels (non-metallic) and booms to sweep up any absorbent litter. d. Once the area has been cleaned and is free of vapors and/or ARFF has given clearance, normal operations may be resumed. e. Cover or seal fuel soaked materials and transport them to a well-ventilated area that is free from ignition sources for temporary “outdoor” storage. Once dry, materials should be taken to the designated area for disposal. If boarding or deplaning with passengers is occurring at the time of the spill the Fueller must; • Advise the PIC or senior person onboard immediately that a hazardous situation has occurred. • Notify the Ramp Supervisor of the situation. • Ensure that no emergency exit from the aircraft is blocked and that can block the evacuation of the aircraft if required. • Immobilize any firefighting equipment that may be available. • Control any unauthorized, such as passengers, in the area. • As far as possible, restrict all activities inside and outside the spill area to reduce the risk of ignition; • All electrical equipment in use during the fuelling operation must be switched off immediately; • Normal operations must not be resumed on the aircraft or any engines started before the person in charge of the emergency determines that it is safe to continue.

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NOTE: If fuel is spilled on any load, then such items are NOT TO BE LOADED into the aircraft.

NOTE: Additional fueling safety procedures and fuel quality checks are identified in Chapter 13.

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10.9 Interior Cleaning

The interior of Lao Airlines’ aircraft will be kept clean to the highest possible standards. After landing, the responsibility for interior cleaning reverts from the Cabin Crew to ground operations or the handling agent and the cleaning personnel. The supervision for cabin cleaning forms part of the functions of a handling agent.

The designated ground handling agent, Station Manager or Ramp Supervisor before each flight shall perform a visual check to ensure that the cabin has been properly cleaned prior to passengers’ embarkation of the aircraft.

The ground handling agent shall have authority for coordination and initiation of all actions necessary on behalf of Lao Airlines to ensure the performance of a proper pre-departure-transit or layover/night stop cleaning.

10.9.1 Interior Cabin Cleaning for Turnaround Aircraft

The designated ground handling agent or Station Manager shall supervise and liaise with the airport cleaning unit/company to ensure that, during the turnaround time of a QV, the cabin is clean and tidy.

Turnaround Aircraft cabin cleaning activities include:

• Emptying and cleaning of ashtrays, using dampened cloth; • Disposing of litter; • Cleaning waste from seat pockets; • Wiping tables, using dampened cloth, and wipe dry with clean dry cloth; • Cleaning and tidying seats; • Cleaning the floor (carpets and surrounds), using vacuum cleaner; • Cleaning rigid vinyl floor covering, using dampened cloth, and wipe dry with clean dry cloth; • Wiping surfaces in pantries and toilets; • Folding and racking of blankets (long-range flights only); • Putting seat belt in order; • Cleaning and tidying pantry fixtures and emptying and cleaning of refuse bins; • Cleaning of toilets and washrooms

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10.9.2 Interior Cabin Cleaning for Overnight or Layover Aircraft

Overnight or layover cabin cleaning activities include:

• Cleaning of seats and removal of stains (including flight deck); • Emptying of rubbish in seat pockets and hat racks; • Emptying and cleaning of ashtrays with damp cloth; • Wiping of armrests and seat trays with a damp cloth; • Change of head covers • Laying seat belts in correct position; • Cleaning of Cabin Crew seats including telephone/microphone system; • Vacuuming of all carpets (they should then be covered until cabin cleaning completed); • Washing of vinyl floor covering (including flight deck); • Wiping of all wall covering and windows (with acrylic cleanser) where necessary; • Wiping of lift interior and floor covering (taking note of safety measures); • Thorough cleaning of all galley surfaces, cupboard, oven, waste containers and polishing of surface where necessary; • Thorough cleaning of toilets and all surface, cupboards and mirrors in the washrooms (with disinfectant), where necessary, and refilling of any soap dispensers; • Folding and racking of blackest for long range flights.

NOTE 1: Many cleaning fluids are flammable and should be mixed away from aircraft and brought on board only in a diluted condition. Many commercial solvents are harmful or toxic to humans are harmful or corrosive to metal and other materials on the aircraft. NOTE 2: Use only approved products in correct manner for the purpose they were intended. NOTE 3: Solvents may attack transparent or translucent plastics. Take special care not to contaminate windows or other transparent or translucent plastics. Masking of adjacent areas is recommended. Protect all plastic surfaces adjacent to area being cleaned from solvent.

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10.10 Potable Water Operations

10.10.1 General Potable water systems are susceptible to contamination by bacteria and other microorganisms. All water for drinking and other personal use made available to crew and passengers must be free from chemical substances and micro-organisms which might cause illness in any form. As such the following general policies, shall be followed: • Potable water services must not be filled from the same tap as toilet services; • Prior to doing any work on the potable water system each employee must wash their hands with soap and water to prevent infection; • Employees must wear clean clothing; • Potable water service and toilet service vehicles must not be parked within 10 meters of each other; • Personnel engaged in toilet servicing are not allowed to perform water service at the same time; and may not perform water and lAV service in the same shift; • Before the fill hose is connected to an aircraft; a few liters of water shall be pumped to waste, to ensure the flushing of both the hose and nozzle; • When the hoses are not in use, all nozzles or connectors must be protected from contamination either by covers or by immersing them in receptacles containing chlorinated water; • The contents of the potable water service must be drained not later than twenty – four hours after filling; • The cleaning and disinfecting of servicing vehicles must be performed regularly. The interior of the water tank should be scoured to remove any deposits periodically; • Only qualified GSE Operators and/or Ground Staff shall operate and drain and fill any aircraft. Additional ground training includes GSE Operator & Competency training as well as an OJT performance evaluation.

10.10.2 ATR 500/600 Potable Water Draining and Filling Procedures Preparation 1. Open potable water service panel access door 261 AL; (see picture); 2. Position service vehicle close to the service panel and activate the service vehicle. The vehicle must be parked parallel to the aircraft with the parking brake engaged and chocks installed; 3. On the potable water service panel, remove the blanking plug (1) from union.

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Draining 1. On the potable water service panel, place handle (2) in the open position; drain water tank into service truck; 2. During draining keep pushing the faucet lever (5).

NOTE: In the event of freezing conditions, perform draining after the last flight.

Replenishing 1. On the potable water service panel, with valve handle (2) in open position, connect service vehicle and replenish water tank: 15 Litres (4 US Gallons) approx.; 2. Place valve handle (2) in closed position.

NOTE: Filling pressure must not exceed 1 bar (14 psi). In the event of topping up operation, stop replenishing when water flows through overflow port (3).

NOTE: In the event of freezing conditions, perform filling just before the flight.

Close-Up 1. Disconnect service vehicle from filling connector. Allow aircraft system pipe to drain.

CAUTION TO AVOID BLOCKING OF PLUGS AND VALVES BY ICE, THOROUGHLY WIPE DRY THREADS, POTABLE WATER SERVICE PANEL AND ACCESS DOOR.

2. Install blanking plug (1). 3. On panel access door, make certain that overflow plug (4) is in correct position. 4. Close access door 261 AL.

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10.10.3 Airbus A320 Potable Water Draining and Filling Procedures

CAUTION THE WATER PRESSURE MUST NOT BE MORE THAT 3.45 BARS (50 PSI). A PRESSURE OF MORE THAN 3.45 BARS (50 PSI) MAY CAUSE DAMAGE. MAKE SURE THAT THE DRAIN VALVES REMAIN OPEN AFTER YOU DRAIN THE POTABLE WATER SYSTEM IF: • THE BLEED AIR SYSTEM IS “OFF”, AND • THE OUTSIDE AIR TEMPERATURE IS BELOW 0 DEG.C (32 DEG F)

THIS WILL PREVENT DAMAGE TO THE POTABLE WATER SYSTEM.

1. Connect the fill hose of the cart-SERVICING, WATER, POTABLE or WATER SOURCE-GROUND to the POTABLE WATER AND FILL DRAIN port. 2. On the panel 120RH: Push the IND ON membrane switch. Push the membrane switch for the necessary quantity. 3. On the service panel: Turn the FILL/DRAIN handle to the PULL TO FILL position. Then pull it out to the mechanical stop.

NOTE: The oveflow valve open light 6MP comes on.

4. If the OVERFLOW VALVE OPEN light 6MP does not come on: Examine the position of the overflow valve 8MP.

CAUTION THE WATER PRESSURE MUST NOT BE MORE THAN 3.45 BARS (50 PSI). A PRESSURE OF MORE THAN 3.45 BARS (50 PSI) CAN CAUSE DAMAGE.

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5. Fill the potable water system:

CAUTION THE “OVERFLOW VALVE OPEN” LIGHT 6MP ON THE SERVIC EPANEL 2023VU MUST BE OFF WHEN THE OVERFLOW VALVE 8MP IS CLOSED.

Operate the water service vehicle.

NOTE: The FILL/DRAIN handle will automatically move back and forth to the NORMAL position when the TANK FULL light comes on. The OVERFLOW VALVE OPEN light 6MP goes off.

NOTE: If there is too much water in the tank, water will flow from the TANK OVERFLOW port.

If the OVERLFOW VALVE OPEN light 6MP does not go off: i. Examine the over flow valve 8MP.

NOTE: If there is too much water in the tank, water will flow from the “TANK OVERFLOW” port.

ii. Stop the water service vehicle; iii. Disconnect the hose from the POTABLE WATER FILL AND DRAIN port; iv. Clean and dry the service panel and the adjacent area; v. Visually examine the connections for leaks. Leaks are not permitted; vi. Put the cap on the POTABLE WATER FILL AND DRAIN port.

NOTE: If you do the servicing in cold weather conditions, the POTABLE WATER FILL and DRAIN port must stay open as long as possible to drain the residual water from the fill and drain line.

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6. Close-Up Close Access i. Make sure that the ramp area is clean and clear of any debris that may have fallen during servicing. ii. Close the access panel 171AL.

NOTE: Make sure that the latches are correctly locked and that the door makes a continuous surface with the skin of the aircraft.

10.10.4 A320 Service Panel

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10.11 Lavatory Replenishing Procedures The following guidelines outline the management of LAV “blue water” and “blue water” waste from aircraft lavatory servicing activities (i.e. sanitary sewage collection/disposal and associated rinse water produced during servicing).

10.11.1 General • LAV water services must not be filled from the same tap as Potable Water services; • After completion of ANY servicing on the LAV system each employee must wash their hands with soap and water to prevent infection; • Potable water services and toilet services must not be parked within 10 meters of each other; • Personnel engaged in toilet servicing are not allowed to perform water service at the same time; • When the hoses are not in use, all nozzles or connectors must be protected from by either covers or by immersing them in receptacles containing chlorinated water; • The cleaning and disinfecting of servicing vehicles must be performed regularly; • Only qualified GSE Operators and/or Ground Staff shall operate, drain, and fill any aircraft. Additional ground training includes GSE Operator & Competency training as well as an OJT performance evaluation.

10.11.2 Potential Environmental Risks • The following environmental concerns are associated with LAV servicing:

o Odors; o Sanitary System Spills; o Improper or inappropriate disposal of aircraft lavatory wastes. • Potential consequences from performing the activity incorrectly:

o Property damage, personal injury, or damage to the environment; o Regulatory non-compliance, notices of violation, and related (financial & non-financial penalties).

10.11.3 Critical Operating Requirements • Prohibited Activities

o Do not discharge lavatory waste to sanitary sewer connections other than at authorised waste transfer facilities;

o Do not perform lavatory truck clean out/back-flushing at any location other than at a waste transfer facilities;

o Do not wash lavatory waste into the trench drains; o Do not dispose of used absorbent in the waste transfer facilities.

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10.11.4 General Considerations Each airport tenant, contractor, and operator conducting lavatory operations is responsible for understanding the applicable regulations and managing their activities accordingly; these guidelines are meant as guidance and does not supersede any regulations. • Practice good housekeeping techniques and follow company lavatory service and waste transfer procedures.

o Keep the equipment in good working order through preventative maintenance; replace worn equipment before leaks develop;

o Each operator or tenant conducting aircraft lavatory servicing must have spill response equipment readily available in proximity of the activity;

o MSDSs or equivalent information for surfactant/disinfectant solutions shall be available for all personnel conducting these activities;

o Any type of LAV spill must be reported and contained so all not to make its way into a drainage system or affect the environment.

10.11.5 ATR 500/600 Draining, Flushing, and Replenishing of Toilet Tank

WARNING FOR REASONS OF HYGIENE, PROTECTIVE GLOVES AND GOOGLES MUST BE WORN WHEN WORKING ON ANY PART OF THE TOILET SYSTEM.

The Toilet System 1. Open door 141AL giving access to the service panel; 2. Position the service vehicle as close as possible, but farther than 3 feet from aircraft, and activate the service vehicle. The LAV truck should be parked parallel to the aircraft with the emergency parking brake engaged and chocks inserted under tires; 3. On service panel, open cap (6) of FLUSH/FILL coupling (5) and connect service vehicle FLUSH/FILL hose; 4. Connect service vehicle drain hose end fitting (3) to drain coupling (1).

NOTE: Make certain that drain hose end fitting (3) is correctly connected to coupling (1).

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Draining 1. Open drain valve (1) by turning opening lever (2) downwards. 2. On service panel, pull handle (7) and turn by a quarter-turn to drain toilet tank. Tank capacity: 18.5 US GAL (70L)

NOTE: In the event of freezing, perform draining after the last flight.

Flushing 1. Activate service vehicle flushing system and stabilize: Pressure at 2.4 BARS (35 p.s.i) MAXIMUM; Flow rate at 38 L/Minute (10 US GAL) and flush tank until tank is completely clean. Repeat operation if necessary. 2. On service panel, release control handle (7) flushing coupling (5). 3. Close drain coupling (1) by turning opening lever (2) upwards. 4. Disconnect drain hose (3) from coupling (1). 5. Check drain coupling (1) for seepage and leakage (leakage is not allowed).

Replenishing The replenishing of LAV fluid on the ATR is a 2-person operation that must have a means of communication (walkie-talkie) between the two operators. If electronic communication is not available a third-Operator will be required to stand at the bottom of the L2 door stairs and remain in visual range of Operator 1 and Operator 2 to communicate using hand signals. 1. Operator 1- will operate the LAV truck and monitor the upfill of fluid. 2. Operator-2 will stand in front of the LAV bowl in the aircraft with the toilet valve open to ensure that the water level does not overflow. Operator 1 will ensure that no more than 9.5L (2.5 Gal) is uplifted into the tank; Once Operator 2 observes the fluid level is at the max level in the toilet the Operator must immediately communicate to Operator 1 to STOP uplifting. 3. Operator-1 Transfer 9.5 L (2.5 US GAL) of water and disinfecting mixture from service vehicle into toilet tank. 4. If service vehicle is not equipped with a disinfecting circuit, replenishing is performed directly from the bowl. Refer to the disinfecting manufacturers mixing procedures. 5. In the even of freezing, perform filling just before the flight.

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Close-Up 1. Disconnect FLUSH/FILL hose from coupling (5) Allow aircraft hose to drain for a few minutes and fit cap (6).

CAUTION TO AVOID JAMMING OF THE CAPS AND VALVES DUE TO FORMATION OF ICE (IN ALTITUDE), FULLY DRY SERVICE PANEL AND DOOR.

2. Clean off the service panel. 3. Close access door 141AL. 4. Ensure that there is no leakage that has spilled on to the ramp.

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10.11.6 Airbus A320 Draining, Flushing, and Replenishing of Toilet Tank

WARNING ALWAYS USE RUBBER GLOVES WHEN YOU DO WORK • ON THE TOILET WASTE SYSTEM, OR • ON PARTS THAT HAVE CONTAMINATION FROM THE WASTE SYSTEM. WHEN YOU COMPLETE THE WORK PROCEDURE, CLEAN YOUR HANDS WITH SOAP AND WATER. THIS WILL PREVENT INFECTION (TOILET WASTE IS DANGEROUS FOR HEALTH).

WARNING AFTER YOU DO WORK ON THE TOILET WASTE SYSTEM, DO NOT DO SERVICING OF THE POTABLE WATER SYSTEM. THIS WILL PREVENT CONTAMINATION OF THE POTABLE WATER SYSTEM. SUCH CONTAMINATION CAN BE DANGEROUS TO HEALTH.

WARNING BE CAREFUL WHEN YOU USE CONSUMABLE MATERIALS. OBEY THE MATERIAL MANUFACTURER'S INSTRUCTIONS AND YOUR LOCAL REGULATIONS.

10.11.6.1 Procedure

Draining of the System

CAUTION MAKE SURE THAT THE VACUUM PRESSURE IS NOT MORE THAN 6 PSI (0,4 BAR) MAXIMUM, IF YOU USE A VACUUM OPERATED TOILET SERVICE VEHICLE. A HIGHER VACUUM PRESSURE CAN CAUSE DAMAGE TO THE VACUUM TOILET SYSTEM.

1. Open the cap of the toilet drain connection and the fill and rinse connection. 2. Connect the toilet service-vehicle hose-adapter and the 4-inch diameter drain hose to the toilet drain connection. 3. Push the PUSH TO OPEN lever (1).

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4. Move the drain valve control-handle 3341MM from the CLOSE to the OPEN position.

NOTE: The waste will drain.

Flushing of the Toilet System 1. Connect the flush/fill hose (1-inch diameter) of the toilet service vehicle to the fill and rinse connection. 2. Operate the toilet service vehicle. 3. Flush the waste tank with a maximum of 57 l (15.0577 USgal) of water with a maximum pressure of 3.45 bar (50.0380 psi).

NOTE: The time necessary for this flushing will be approximately 90 seconds.

NOTE: The drain valve must be in the OPEN position.

4. Touch the drain hose and make sure that the fluid is fully drained. 5. Stop the operation of the toilet service vehicle. 6. Push the drain valve control-handle 3341M to the CLOSE position.

Disinfection of the Waste Holding Tank 1. Use the toilet service vehicle and fill the waste tank with 10 l (2.64 USgal) of disinfectant solution.

NOTE: The disinfection solution is a 0.25% solution of Deodorant-Aircraft Toilets. You must obey the instructions of the manufacturer fully for the correct solution when other disinfection materials are used.

NOTE: This will take approximately 16 seconds.

2. Switch off the toilet service vehicle.

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3. (Disconnect the drain hose and the hose adapter. 4. Make sure there are no leaks from the waste drain connection, leaks are not permitted. 5. Close the drain cap (2).

NOTE: The inner flap (1) will close and lock automatically when you close the drain cap (2).

6. Disconnect the fill and rinse hose and let the connection drain completely. 7. Close the cap of the fill and rinse connection. 8. Clean all parts of the service panel and nearby area with clear water to remove any contamination that can cause corrosion. 9. Dry the service panel and nearly area with a Textile Lint-free Cotton.

Close-up 1. Close Access. Make sure that the work area is clean and clear of tools and other items; Close the access door 172AR. 2. De-Energize The Ground Service Network. 3. Removal of the Ground Support Equipment. Remove the access platform(s); Remove the ground support and maintenance equipment, the special and standard tools and all other items.

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10.12 Departure Procedures

10.12.1 Pre-Departure Check A pre-departure walk around check shall be conducted prior to aircraft movement by the person responsible to inspect the aircraft. The pre-departure walk around check includes, but is not limited to, ensuring the following: • The apron is clear of all FOD items that may cause aircraft damage or pose a risk. • Power cables and passenger boarding devices are detached. • The stand area is clear of obstructions. Equipment and vehicles are positioned clear of the aircraft path. • Adequate clearance exists between the aircraft and facilities or fixed obstacles along the aircraft movement path. • All aircraft servicing panels and/or hatches are closed and latched (except - external power and headset panels). • Cabin/cargo doors:

o Handles are flush with the fuselage; o There is no visible damage on the aircraft, particularly around cabin and cargo doors. • Any abnormalities on the aircraft observed (e.g. obvious damage, fluid leakage) are immediately brought to the attention of the Pilot-In-Command and maintenance. • Landing gear safety pins are removed. • There are no obvious signs of unmarked dents or other skin panel damage.

CAUTION If any of the above conditions or actions are not met or corrected, inform the Ramp Supervisor, Maintenance and the pilot-in-command. This notification is imperative in the event that:

• Signs of unmarked aircraft damage or abnormal flow of liquid under the aircraft are noticed. • Any fault, failure, malfunction or defect is observed that may affect the safety of the intended flight.

10.12.2 Start-Up and Pushback Service The following policies and procedures shall be adhered to ensure the safety of ground personnel and avoid damage to the aircraft and ground equipment. Prior to movement of the aircraft, the Ramp Supervisor and ground staff responsible for the aircraft movement should hold a short debrief to verify communication procedures, pushback requirements, and the aircraft movement path.

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Ground Staff is responsible for ordering towing/pushback services in time for departure.

Towing and pushback operation must follow the safety consideration of IATA AHM 631.

• Only personnel trained and qualified must perform aircraft movement operations; • A person to be “in charge” must be assigned and shall brief all other staff involved in the operations of their responsibilities;

Prior to aircraft movement operations:

• Ensure pre-departure check has been accomplished; • Chocks are removed from all wheels; • Personnel performing function required by the operation must be positioned away from hazard zones; • Only those persons required to perform operating functions must be in the operating area; • During aircraft movement the maximum nose gear turn limits shall not be exceeded; • Communication with the flight deck should if possible achieve in a manner that eliminates the need for personnel to walk in close proximity to the aircraft nose gear or the tow tractor; • If communication between the flight deck and tractor driver is relayed by a third person it is important that this person either uses a flexible chord between their headset and the connection to the aircraft to be able to maintain a safe distance from both the aircraft and tractor in motion; • Standard hand signal should be used for manual communication; • Prior to moving an aircraft all personnel involved in the operation must have agreed on how communication should be performed and towing maneuvered; • Personnel performing marshalling or wing-walking functions should utilize:

o During daytime operation either wands or mitts of a high visibility colour; o During low visibility/night operation lighted wands. • Operation conducted poor surface/weather conductions shall be performed at low speed; • The general area of the operation must be kept clear of the ground support equipment; • If the aircraft is about to overtake the tractor the flight deck should be immediately warned by horn signal or interphone to immediately apply the aircraft brakes gently; • When towing a down slope the operation shall be at a very low speed to prevent the aircraft overtaking the tractor.

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10.12.2.1 Pushback Operations (Tractor Tow Bar) • The tractor and tow bar/shear-pin combination must be suitable for the type of aircraft, weight, weather and surface conditions; • The tractor should be in appropriate drive mode prior to the commencement of the operation; • Chocks should not be removed from the main gear until the tractor and tow bar are fully secured to the nose gear and the parking brake set on the tractor; • When connecting the tow bar to the aircraft, the tow bar must be detached from the tractor; • When connecting to the tow bar to the tractor, personnel should be facing the tractor and have both legs on only one side of the tow bar, they should not straddle the bar; • The tractor and tow bar should be in-line with the centre line of the aircraft before pushback commence; • The tractor must not be left unattended with its engine running; • The wheels on the tow bar must be fully retracted /off the ground before pushback commences; • Ensure that the by-pass pin (shear-pin) is correctly installed prior to connecting the tow bar and before pushback commences and is removed after pushback is completed; • Personnel shall not step across tow bar whilst the pushback is in progress; • If the connection between the aircraft and tractor should be lost while in motion it is important to inform the flight deck to apply brakes gently; • When stopping the pushback the throttle will be closed and brakes applied gently; • At the end of the pushback sequence and before the tow bar is disconnected, the flight crew must be instructed to set the aircraft brakes and confirm to ground staff; • The tow bar must be disconnected from the tractor before it is disconnected from the aircraft; • Before the aircraft commences taxing under its own power, ground staff shall give the all-clear signal, display the by-pass pin to the flight deck and receive acknowledgement.

10.12.2.2 Start-Up Procedure (With Interphone) • The ground mechanic (or the person responsible for start-up) is responsible for ensuring that the captain is advised that personnel and ground equipment are positioned to ensure a safe pushback. • Communication shall be maintained throughout pushback procedure. • Before disconnecting the tow bar at the departure point, the aircraft parking brake shall be set to “on”. • The parking brake is not released until Ground Staff has confirmed that the aircraft is clear of obstacles.

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10.13 Preventing Foreign Object Damage

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

Guidelines for preventing foreign object damage include:

• Pick up FOD as soon as you see it. • If the FOD cannot be easily removed by hand, ask the supervisor to request that the airport or terminal operator use a manual or airfield sweeper to remove it. • Frequently clean or vacuum work areas. • Ensure receptacles for FOD are in work areas. • Account for all tools in and around aircraft. • Do not leave lock wire (safety wire) and other loose items such as nuts and bolts in work areas. • Continuously inspect ramp areas for FOD.

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10.14 Fire Prevention

Ramp personnel must know local fire prevention procedures, emergency evacuation plans and procedures for inspecting and maintaining fire equipment.

Operators and supervisors should ensure that:

• Appropriate types and numbers of fire extinguishers are serviceable and positioned in well-marked areas, and that access to them is kept clear. • Fire alarm stations are well marked and accessible. • Fire hydrants and hoses are well marked and accessible. • Emergency shutoff points for in-ground fuelling systems are clearly marked and accessible. • All personnel know the locations of fire extinguishers, hydrants, alarms and emergency fuel shutoff systems, and are familiar with their operation. • Emergency exits and escape routes are clearly marked and unobstructed, and illuminated exit signs are functional. • Flammable materials are properly stored and disposed of. • No-smoking areas are defined, and signs alert personnel to smoking restrictions. • Aircraft and fuel servicing equipment are securely bonded before refueling or defueling commences. • Unserviceable fire equipment is reported immediately to a supervisor.

10.15 Caring for Passengers

General guidelines for ensuring the safety of airline passengers on the ramp include:

• Passengers must be supervised and not allowed to wander. They must follow established routes to and from the terminal. • Passengers must be kept clear of aircraft jet blast and propellers. • Passengers must be strictly separated from vehicular traffic and kept clear of electrical cables, fuel hoses and other ramp equipment. • Safety cones or, if possible, physical barriers should delineate the path between the aircraft and the terminal.

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10.16 Evacuation of an Aircraft during Ground Service

In the event of an emergency situation occurring during ground handling operations, evacuation of an aircraft may be necessary. The safety of passengers and staff in such circumstances is of utmost importance. The decision and method of evacuation will be dependent on the circumstances and at the discretion of the Captain (or in the following order of command if the Captain is not present): 1) First Officer, 2) Flight Attendant A, 3) Ramp Lead.

The Ramp Coordinator shall ensure that personnel are made aware of their specific circumstances and their associated responsibilities in the event of an emergency situation.

The Ramp Coordinator and CSA Supervisors shall have joint responsibility for directing passengers and staff to a safe assembly area as appropriate to the type of emergency and the conditions at the time.

10.16.1 Fuel, Dangerous Goods, Spill or Leak 4. Activate Emergency fuel shut-off or identify the source of the spill/leak and isolate the consignment (remove from aircraft is safe); 5. Notify PIC (Pilot-In-Command) or most senior position-holder on the aircraft/ramp at the time of the event; 6. Notify Airport Fire Department / Emergency services; 7. Notify the Airport Authority; 8. For a spill/leak larger than 10 foot in diameter, evacuate all persons from the aircraft and the ramp and move them to a suitable assembly area; 9. Contain spill by use of initial spill response kit; 10. Secure the area until clean-up is complete; 11. Notify Dispatch that the aircraft must be classified as out of service until a maintenance inspection is completed; 12. Call Maintenance to inspect the aircraft; 13. Control potential ignition sources (PEDs, flames, etc).

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10.16.2 Aircraft Fire 1. Activate Emergency fuel shut-off (if safe); 2. Notify PIC (Pilot-In-Command) or most senior position-holder on the aircraft/ramp at the time of the event; 3. The PIC, or designee, will order an evacuation of all persons from the aircraft, and the ramp, and move them to a suitable assembly area. The PIC will give orders regarding which exits will be used for the evacuation (these will ensure persons are moved away from the fire path; 4. Notify Airport Fire Department / Emergency services; 5. Notify the Airport Authority; 6. Attempt to extinguish the fire (if safe); 7. Secure the area until fire is extinguished and clean-up is complete; 8. If fire occurs, follow Airport Emergency Plan and the Station Emergency Response Plan (SERP) procedures.

10.16.3 Security Incident 1. Notify SOC, who will coordinate a threat assessment; 2. Follow the appropriate threat assessment procedures in the Security Manual; 3. If required the SOC will notify the LDCA; 4. If the threat relates to an aircraft on the ramp, the PIC will receive instructions from the SOC regarding any requirements to conduct an aircraft search and/or evacuation; 5. Move all passengers and ramp staff to a suitable assembly area; 6. Aircraft/equipment to be positioned as directed by the LDCA; 7. Restrict all vehicle movement; 8. Secure the area and comply with LDCA directions.

10.16.4 General Items to Consider • Electrical devices, Portable Electronic Devices (PEDs), camera’s including flashes must not be used; • Restrict all vehicle movement; • Secure the area and comply with the emergency services directions; • Control potential ignition sources.

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10.16.5 Airside Fire Safety • Any suspected or known fire must be reported immediately; • Smoking shall not be permitted on any apron areas or in any vehicles on the apron; • The location of fire-fighting equipment, fire alarms, emergency shut-offs, etc. must be known to personnel; • If fire occurs, follow Airport Emergency Plan and Station Crisis Response Procedures.

10.16.6 Emergency Evacuation of Ground Personnel (No Aircrew Present) 1. Aircraft must not be loaded with passengers unless at least one crew member (pilot or flight attendant) is present; 2. These procedures would apply only when ground personnel, such as engineering, cleaning, CSA and/or ramp staff are onboard; 3. The most senior person onboard (order): 1) Mechanic, 2) CSA Supervisor, 3) Ramp Supervisor, 4) CSA/Ramp Agent, 5) Cleaners) will take charge of the emergency, co-ordinate the evacuation and direct personnel to the assembly point. Always moving people away from the danger; 4. Means of communicating the evacuation should also be considered (radios, audible warnings); 5. Effective communication is vital to a safe evacuation;

NOTE: Refer to Emergency Response Manual (ERM) for any emergency situation not covered in Section 10.17 above.

10.17 Unattended Aircraft Ground Staff shall ensure that all ladders and stairs are removed from unattended aircraft; external doors shall be closed and, where possible, locked, and ensure that aerobridges are retracted from unattended aircraft (refer to the Lao Airlines Security Program). Should a requirement exist to keep external doors of a screened aircraft open, e.g. in times of high temperatures to cool the cabin, the aircraft must remain under the continuous surveillance of at least one member of ground staff or Cabin Crew to prevent unauthorized access. When parked overnight, Lao Airlines aircraft shall be adequately illuminated and all cabin and cargo doors shall be secured (refer to the Lao Airlines Security Program Section 10).

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10.18 Station File

According to International Airline Practices and Civil Aviation Authorities, it is mandatory that the station of departure keeps a record of the documentation pertaining to each flight. All handling agents are instructed to ensure that a “Lao Airlines Station File” is kept, and they will be held responsible in case of an eventual problem.

Refer to Section 1 of this manual.

10.18.1 Filing Period

The documents in the Lao Airlines station file for each flight shall be retained for a period of at least 3 months.

10.18.2 Contents of Station File

The documents required for the station file (for each flight handled) are listed below:

• General Declaration; • Passenger Manifest; • Cargo Manifest; • Load & Trim sheet; • Loading Instruction Report; • Baggage Manifest – Bingo Cards; • NOTOC; • Any Special NOTOCs; • Shipper’s Declaration; • Check Sheet and all concerned telexes; • All Messages concerning the Flight; • Flight Report - if completed as required for statistical purposes by local authorities at station of origin; • Purser Information Sheet; • All documents concerning passenger - e.g. forms for UMs, disable PAX, PET in cabin or AVIH, etc.; • Station Report (if required).

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11 Occupational Safety and Health ...... 11-1 11.1 Lao Airline Drug & Alcohol Policy ...... 11-1 11.2 Hearing Conservation ...... 11-2 11.3 Hygiene ...... 11-2 11.4 Clothing ...... 11-2 11.5 Personal Protective Equipment ...... 11-2 11.5.1 Hearing Protection ...... 11-2 11.5.2 Safety Vests ...... 11-3 11.6 Manual Handling and Lifting ...... 11-3

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11 Occupational Safety and Health

11.1 Lao Airline Drug & Alcohol Policy Under Occupational Health and Safety regulations, Lao Airlines has an obligation to provide a safe working environment for all employees. An individual’s right to drink alcohol socially and take prescription drugs is acknowledged; however this should not affect a person’s work performance nor endanger the safety of other people. The Company supports good management practice and will achieve this by implementing this Drug and Alcohol Policy. Company operational personnel are prohibited from the use of psychoactive substances. Psychoactive substances are a class of chemical that act on the central nervous system and can alter behaviour and cognition. Psychoactive drugs include sedatives and hypnotics, stimulants, opiates, hallucinogens, psychedelics, and alcohol. Operational personnel, including crewmembers, are prohibited from: • Performing duties under the influence of alcohol or other psychoactive substances, unless a doctor’s letter is provided stating that prescription medicines will not affect the person’s ability to perform their workplace duties. • Consuming alcohol or other psychoactive substances while on duty. • Consuming alcoholic beverages unless they are on a designated crew rest period with more than 8 hours remaining in the rest period before reporting for duty. • Consuming alcoholic beverages within eight (8) hours of a duty period, whether a scheduled trip, a reserve day, or during an overnight on a multi-day trip. • Acting as a crewmember if it is determined they have a dependency on, or problematic use of, a psychoactive substance. • Attending venues, other than restaurants, where alcohol or other psychoactive substances are sold while in uniform or on duty. • Consume alcohol for eight (8) hours following an incident or accident unless the company has given him/her a post-accident test for drugs & alcohol. • Reporting for duty, or remaining on duty, with a blood alcohol concentration of .019 or greater. Flight Crew members with confirmed blood alcohol level of .02 or greater are subject to immediate termination of employment. • Refusing to cooperate in random drug and blood alcohol testing. Refusal will be grounds for termination of employment. Company personnel observed or suspected to be under the influence of a psychoactive substance will be removed from safety critical functions immediately and will be subject to testing and disciplinary action if a breach of the drug and alcohol policy is verified. If problematic use of alcohol or other psychoactive substances is self-declared, Lao Airlines is committed to supporting the employee with the provision of counselling and rehabilitation services.

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Lao Airlines will support the effective deployment of this policy, by providing drug and alcohol policy awareness training to all operational employees and contractors.

______Dr Somphone Douangdara President & CEO May 2013

11.2 Hearing Conservation

The ramp is a high-noise area where the use of personal hearing protection is essential. Personnel should use only personal hearing protection equipment that is approved for the specific operational task. In addition to regular checks of their hearing protection equipment, personnel should also have regular hearing tests.

11.3 Hygiene

To protect their own health, and the health of others, ramp personnel should thoroughly wash their hands before eating/drinking and after using the lavatory. They should also wear gloves when servicing aircraft and cover open cuts and scratches with waterproof bandages. Full suits of protective clothing and gloves should be worn when servicing aircraft toilets.

11.4 Clothing

As appropriate, ramp personnel should wear fully enclosed rubber soled boots, gloves as needed, high-visibility clothing, wet and winter weather clothing as necessary. Clothing should fit snuggly to prevent becoming snagged with shirts tucked into pants, shorts, or skirts.

11.5 Personal Protective Equipment Employees must wear Personal Protective Equipment (PPE) when working on the ramp to protect employees during the execution of their duties. Proper clothing, safety equipment, and minimal jewelry helps ensure employee safety and wellbeing when working on the ramp or around equipment.

11.5.1 Hearing Protection • Airport personnel are responsible for:

o Wearing hearing protection when working within 18 meters (60 feet) of an aircraft while engines or APU are running. • Supervisors and Managers are responsible for:

o Ensuring employees wear hearing protection when applicable. o Having disposable ear plugs for temporary use.

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11.5.2 Safety Vests High-visibility Reflective (HVR) safety vests must be worn by all employees (including flight crews) when on the ramp. Different colored vests could be used to identify job types; i.e. operations, Supervisors/Managers, and Trainers. • Airport personnel are responsible for:

o Wearing HVR safety vests while working on the ramp. • Supervisors and Managers are responsible for:

o Ensuring employees wear HVR safety vests or approved garments when applicable.

o Ensuring extra safety vests are available for temporary use.

11.6 Manual Handling and Lifting

Back injuries and problems are common for ramp personnel. Causes include improper lifting techniques, poor posture, lack of fitness, fatigue, stress, not stretching before lifting and lifting excessive loads.

Follow these guidelines for manual handling and lifting:

• Test the object’s weight before lifting; get help if it is too heavy. • Place your feet in a comfortable balanced position before lifting. • Bend your knees and, if possible, hold the load with both hands. • Keep your back straight. Lift the load gradually by straightening your legs. Let your thighs, not your lower back, do the work. Keep your arms and elbows close to your body. • Do not twist your body to change direction. • Carry the load close to your body, and watch where you are going. • Use the same techniques in reverse when lowering the load.

Many airlines have introduced maximum weight limits for checked passenger baggage. The limits vary from airline to airline, and some carriers have different weight limits depending on the class of travel. Current limits include 20 kilograms (44 pounds), 23 kilograms (51 pounds) and 32 kilograms (70 pounds). Also, some airlines will accept heavier bags if the passenger pays an excess-baggage charge.

Some items of baggage and cargo will exceed these limits, and consideration should be given to the use of mechanical lifting devices. If this is not possible, a two person lift is essential.

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12 Loading / Unloading Aircraft ...... 12-1 12.1 Preventing Injury ...... 12-1 12.2 Preventing Aircraft Damage ...... 12-1 12.3 Aircraft Weight and Operational Limitations ...... 12-2 12.4 Aircraft Cargo Restraints ...... 12-2 12.5 Cargo Compartment Condition ...... 12-2 12.6 Reporting In-Hold System Defects ...... 12-2 12.7 Load Controller Responsibilities...... 12-2 12.8 Mandatory Load Check ...... 12-4 12.9 Load Reconciliation Process ...... 12-4 12.9.1 Local Operation (loadsheet delivered to aircraft by the load controller) ... 12-5 12.10 Load Instruction Report (LIR) ...... 12-6 12.10.1 Remote Operation (at approved airports only where the loadsheet is delivered either by ACARS or to a gate printer) ...... 12-7 12.11 Loading Carts (Barrows) ...... 12-7 12.12 Loading Heavy Items on Aircraft ...... 12-8 12.13 Handling Wet Cargo ...... 12-8

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12 Loading / Unloading Aircraft

12.1 Preventing Injury

Follow these guidelines to prevent injuring yourself:

• Wear gloves while loading and unloading aircraft. • Do not try to lift more than you can safely manage. • Do not wear jewelry or identification bracelets. • Keep your feet clear of drive systems and openings in the floor of the aircraft hold. • Do not walk over the rolling stock train; walk around it or between the carts when the train is not connected to a tow vehicle. • Return inadequately packed items for repacking. • Report all spills immediately to a supervisor. • Keep fingers and hands clear of cages with live animals.

12.2 Preventing Aircraft Damage

Be careful during loading and unloading to avoid damage to the aircraft walls, doors and floors. Damage also may result from exceeding floor weight limitations, inadequate tie-down, failure to fasten separation and door nets, improper opening or closing of doors, operating cargo doors during strong winds and using levering tools in the hold.

Be alert for any change in aircraft height above the ground during loading or unloading.

Aircraft structures are fragile, and damage may have serious results. Therefore, be very careful when positioning equipment close to or against the aircraft.

Follow these additional tips when loading and unloading an aircraft:

• Open hold doors with caution. • Ensure that doors are fully opened and locked before beginning work. • Ensure that cargo restraints are functioning properly. • Floor and doorsill edges can be easily dented or torn, creating sharp edges that can injure people or damage baggage or cargo. • Be especially careful not to damage the seals around cargo hold doors, as such damage can render the aircraft unserviceable for pressurized flight. • Ensure that restraint nets are in place and hold latches and sill locks are raised before closing and locking a hold door.

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12.3 Aircraft Weight and Operational Limitations Be familiar with the weight restrictions for each type of aircraft you service. The manufacturer has set weight and operational limitations that establish the specific load limits and operational requirements. The distribution of weight in an aircraft significantly affects the safety and efficiency of a flight. An improperly loaded aircraft — one that is outside the center-of-gravity limits — may lose effective elevator control, particularly during takeoff and landing.

12.4 Aircraft Cargo Restraints Reserved

12.5 Cargo Compartment Condition The constant activity in cargo compartments leads to damage that typically varies from broken locks and door seals to rips, tears, protrusions, jagged edges and exposed fasteners. Cargo compartments also accumulate trash, debris and even spilled liquid. Be especially alert for spills from seafood shipments. These spills often include saltwater that is a potentially severe corrosion hazard to the aircraft. Many aircraft have fire detection and extinguishing systems, and it is important that staff are aware of their locations and take care not to damage them.

12.6 Reporting In-Hold System Defects Report any in-hold system defects immediately to the loading supervisor. The loading supervisor then should notify maintenance personnel. If it is not possible to rectify the defect, it is important that maintenance personnel record it in the aircraft logbook.

12.7 Load Controller Responsibilities During aircraft loading, the Load Controller or his/her designated representative is responsible for: • Ensuring that the Load Controller receives the final Cargo Manifest 2-hours prior to departure. • Monitoring the loading of the aircraft until hold doors are closed. • Working with load control personnel to resolve any discrepancies with the load or the load instruction report (LIR). • Stopping the loading of that hold until any discrepancy has been resolved. • Ensuring that the load in a pre-loaded aircraft is safe and secure. • Ensuring that the destinations and weights correspond to the LIR. • Ensuring that all loads are in the correct position according to the LIR.

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• Double-checking around no-fit positions to ensure that the locks are raised. • Entering the hold to ensure that all locks are raised. • Confirming with the operator before closing each door that the load matches the LIR and is restrained correctly. • Checking that the doorsill locks and lateral guides and/or webbing are raised. • Ensuring that hold doors are not reopened after loading without first advising the flight crew. • Completing the aircraft loading checklist and the departure report on the LIR after loading is complete. • Meeting, as required, with the gate agent, cargo agent, baggage agent, or any person when there is any type of weight or excess baggage/cargo issue to ensure that all loading information is reconciled prior to completing the final load sheet.

Ensure that the Baggage Manifest, Checked-in baggage counts, and loaded baggage numbers match. If not the situation must be rectified.

If a shift change takes place during loading, the outgoing supervisor shall brief his/her replacement when he/she begins work. The handover briefing shall cover the following:

• Which container cards have been checked? • Total number of bags, cargo and mail. • Which holds have been checked, completed and closed? • Any special loads. • Other significant information.

The Load Controller shall initial the LIR and the checklist, indicating those no-fit areas and loaded containers and pallets for which he/she was responsible. The loading supervisor shall also note when the handover occurred.

During unloading of an aircraft, the Load Controller or his/her representative is responsible for:

• Checking the inbound LIR to ensure that all loads for that airport are unloaded. • Checking for any load irregularities compared with the inbound LIR. • Checking for any locks or restraints that have been left unsecured. • Checking each hold, even those that the LIR indicates are empty. • Completing an aircraft irregular load report (AILR) whenever an irregularity is found with an inbound load and submitting it to the appropriate departments.

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12.8 Mandatory Load Check • Before any load can be loaded on an aircraft, it must be verified as being the correct load by completing a “Mandatory Load Check”. The required checks to satisfy the Mandatory Load Check are:

o That the tagged or labeled destination on the load item agrees with the destination shown against the area or position on the LIR.

o That the tagged or labeled flight number on the load item agrees with the LIR.

o That the number of bags and cargo compares reasonably with the planned or assessed (expected) volume as shown on the LIR.

o That the trolley/barrow number agrees with that shown on the LIR. • Loading of any item is NOT PERMITTED until this verification has been completed.

12.9 Load Reconciliation Process

A load reconciliation process must take place immediately prior to delivery of the loadsheet to the flight deck and must ensure that the loadsheet reflects the actual load on the aircraft. This process is not complete until the load controller is satisfied that the load sheet accurately reflects the load.

Prior to this final reconciliation there must be progressive, accurate and effective advice of any changes that occur during loading - changes initiated by either the load controller or by the person responsible for aircraft loading. In all instances, changes must be communicated and acknowledged, and the DCS and LIRs used by both parties amended.

This safety related processes must never be shortcut and no aircraft is to depart until the load reconciliation is completed. Load reconciliation must be completed for each and every flight departure including ferry and positioning flights.

Due to the critical nature of this process, local and remote procedures for load reconciliation have been shown separately.

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12.9.1 Local Operation (loadsheet delivered to aircraft by the load controller) • The load reconciliation will be achieved by a physical meeting between the person responsible for aircraft loading and the load controller. • During this meeting and before the loadsheet is delivered to the flight crew, the person responsible for aircraft loading and the load controller will confirm the actual loading of the aircraft. • Both parties must compare their respective copies of the LIR to ensure they both match. • The following information must be provided and reconciled between the Loading Instruction Report and the loadsheet:

o The actual baggage load is the number of pieces in the location together with an assessment of the number of pieces yet to be loaded. For cargo, mail and Express, the actual weights will be recorded.

o For transit aircraft where a hold or compartment is not opened or disturbed, it should be advised as “load in transit”. • Progressive reconciliations may be given when one hold is completely loaded and closed. No more than two progressive reconciliation’s can be given (i.e. one for forward hold and one for aft/bulk holds). The LIR must be noted with the time and positions for which the reconciliation was given. • Where multiple Supervisors are supervising the loading or where “pre-loading” takes place, each responsible individual will sign for the specific positions loaded as per current procedures and may provide the progressive reconciliation as above. • The LIRs used for loading must be signed by the Supervisors when the final reconciliation is made with the load controller. • The signed copy is to be retained on file for a period of three months. Where multiple Supervisors have supervised loading and signed individual copies of the LIR, all copies of the LIR must be filed together. • Any appropriate corrections must be made to the loadsheet and/or balance chart in accordance with Last Minute Change procedures as specified in Section 19.12.

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12.10 Load Instruction Report (LIR) • A loading instruction report (LIR) must be completed for each and every flight departure including ferry and positioning flights. • The load controller will prepare a manual LIR and make it available to ramp staff. • Each member of the loading team should hold a copy of the current version of the LIR. • The Ramp Controller must contact Load Control should clarification of any aspect of the LIR or aircraft loading be required and/or should there be a need for any changes to the planned load. • Under no circumstances may changes be made to the load distribution without approval by load control. • If there are “minor” changes to the LIR or aircraft loading, the Load Controller will agree on the changes and adjust the respective copies of the LIR. “Minor” changes may be movement five (5) or less pieces of baggage from one position to another (e.g. 11L to 11R). • If there are "significant" changes to the LIR or details relating to loading the aircraft, a new edition of the Loading Instruction Report will be produced. "Significant" changes may be changes to the destination, routing, flight number or registration or changes to weight and/ or distribution that is deemed significant enough to render the initial LIR invalid. These would normally be substantial movement of load from one area to another, or a significant off or on load. • On identifying a change requirement, Load Control will produce a revised LIR and make it available to the appropriate areas. The Load Controller will be notified of the new issue and agreement made about the current LIR edition that is used to load the aircraft. The new LIR will be renumbered as “Edition 2”, or as applicable. • In the case of the re-issue of the LIR, Loader must ensure that all copies of the previous edition are collected and destroyed and that all team members have copies of the correct document. • The report section of the LIR must be completed by the Loader to provide the basis for the load reconciliation (Refer to Section 12.9 of this manual for details of Last Minute Change procedures).

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12.10.1 Remote Operation (at approved airports only where the loadsheet is delivered either by ACARS or to a gate printer) • The load reconciliation will be achieved by way of a verbal “ramp clearance” (read-back) made by the person responsible for aircraft loading to the load controller. • The Ramp Coordinator will establish contact by phone and advise the achieved load by position as it has been loaded.

o For transit aircraft where a hold or compartment is not opened or disturbed, it should be advised as “load in transit”. • Progressive ramp clearances may be given when one hold is completely loaded and closed. No more than two progressive clearances can be given (i.e. one for forward hold and one for aft/bulk holds). The LIR must be noted with the time and positions for which the clearance was given. • Where multiple Supervisors are supervising the loading or where “pre-loading” takes place, each responsible individual will sign for the specific positions loaded as per current procedures and may provide the progressive ramp clearance as above. • The LIRs used for loading must be signed by the Loading Supervisor at the time the last ramp clearance is given. • The signed copy is to be retained on file for a period of three months. Where multiple Supervisors have supervised loading and signed individual copies of the LIR, all copies of the LIR must be filed together. • Any Last Minute Changes must be actioned in accordance with procedures (Refer to Section 13.9 of this manual for details of Last Minute Change procedures).

12.11 Loading Carts (Barrows)

To prevent items from falling off a cart (barrow), do not load the cart higher than the cart frames. Cover loads with cart covers before leaving the baggage area. Load suit packs, cardboard boxes, pet packs, bassinets and other less-robust items on top of other items. Baggage with “FRAGILE” stickers should be stowed separately.

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12.12 Loading Heavy Items on Aircraft

Before accepting heavy items, ensure that aircraft limits will not be exceeded and that suitable ground-handling equipment and personnel are available.

When using manual handling procedures, take care when loading or unloading heavy items. Use load spreaders and restraints to avoid exceeding aircraft floor loading limits and to prevent damage to the cargo hold.

Use the following procedures to handle bulk loads on aircraft:

• Each item should not exceed 150 kilograms. • Urgent medical supplies, human remains, live animals and odd-shaped items that cannot be placed in a container are exceptions. The weight of each item should be clearly marked. Refer to COM 7.2.6.2 for additional handling and loading instructions.

12.13 Handling Wet Cargo

The following types of cargo are considered wet:

• Liquids in watertight containers. • Wet materials not in watertight containers, such as fish packed in wet ice, fresh meat, wet hides, etc. • Items, such as live animals, that may produce liquid.

Take the following precautions when loading or unloading wet cargo:

• Spread plastic sheets or tarpaulins on the aircraft floor and walls to catch any leakage or spillage. • Do not load damaged goods on the aircraft. Examples include packages with holes or indentations, traces of leakage and defective caps or closure devices. • Avoid crushing packages when stacking them on several levels. • Immediately notify the Ramp Supervisor, maintenance personnel or flight crew if there is any leakage or spillage of liquid. Clean any leakage or spillage before flight.

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13 Fuel Policy ...... 13-1 13.1 Fuel Quality ...... 13-1 13.2 Fuel Supply Systems ...... 13-1 13.3 Aviation Fuel ...... 13-2 13.3.1 Fuel Identification...... 13-3 13.4 Emergency Fuel Shutoff ...... 13-4 13.5 Fuel Contamination of Skin ...... 13-4 13.6 Precaution for Fueling ...... 13-5 13.6.1 Smoking ...... 13-5 13.6.2 Internal Combustion Engine Equipment around Aircraft ...... 13-5 13.6.3 Sparks and Static Electricity ...... 13-5 13.6.4 Electrical Equipment Used Near Fueling Area ...... 13-6 13.6.5 Proper Clothing for Fuelers ...... 13-6 13.6.6 Lightning/ Electrical Storms ...... 13-6 13.6.7 Disposition of Aircraft Fueling ...... 13-6 13.6.8 Fueling Safety Zone ...... 13-7 13.6.9 Positioning Of Aircraft Fueling Equipment ...... 13-7 13.7 STANDARDS OF FUEL SAFETY AND QUALITY ...... 13-9 13.7.1 General ...... 13-9 13.7.2 Fuel Facility and Equipment Checks ...... 13-9

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13 Fuel Policy

13.1 Fuel Quality It is of the utmost importance that fuel is maintained in such a way that safety and quality is acceptable to Lao Airlines and fuel delivered and loaded onto an aircraft is of the correct grade and specification for each aircraft type and fuel is free from any form of contamination. Standards need not only apply to the loading of fuel onto the aircraft but also in the manner that fuel is stored and handled by the provider. Each aircraft manual for the A320 and ATR contain specification for the acceptable standards that fueling must maintain and should be used as a reference for these standards. Each provider of fuel must maintain these standards and that the fuel corresponds to the specifications and grade necessary for each aircraft type. Each provider should have controls in place where fueling operations are stored and performed and there must be periodic inspections/auditing of critical aspects of the fuel supply system that includes inspections of the following: • Fuel facilities; • Safety and quality procedures; • Performance levels of personnel; • Initial/recurrent Training of personnel; • Maintenance of equipment. Lao Airlines SQS Department is responsible to follow the Quality Audit Fueling Checklist to inspect fuel service providers facilities as well as fuel delivery on the ramp.

13.2 Fuel Supply Systems

There are two basic methods of supplying Jet A-1 aviation fuel — by underground pipelines to hydrants on the ramp or by direct pumping from fuel tankers.

Most major airports use the hydrant method, which involves a hydrant dispenser vehicle, a metering and filtration system mounted on a small truck chassis. One hose from the vehicle is connected to the hydrant, and another hose is connected to the aircraft. On demand, the refueling person opens valves on the vehicle, and fuel flows from the hydrant through the vehicle to the aircraft.

Personnel must be alert during refueling to prevent damage to the vehicle’s hoses. If ruptured, the hose connected to the hydrant may spill fuel at 6,000 liters per minute (1,585 gallons per minute). If the hose connected to the aircraft ruptures, fuel may spill at 2,000 liters per minute (530 gallons per minute).

The other form of fueling may be the delivery of fuel through the use of fueling trucks that will attend to the aircraft and upload fuel from the tanker directly to the aircraft.

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Fueling operations may occur either when no passengers are onboard or passengers may be boarding or deplaning during this operation. In either type of operation the upmost concern for safety shall be the primary concern.

Hose ruptures during refueling from a tanker are less likely. Nevertheless, personnel must take great care to ensure that ground equipment does not hit the tanker or its hoses.

13.3 Aviation Fuel There are various types of aircraft fuel and it is essential that the correct grade and specification is used as per the aircraft type. At no time, shall personnel not trained and authorised to fuel an aircraft load any fuel into an aircraft. Some types of fuel include;

Jet A Jet A is a kerosene grade fuel, normally only available in the U.S.A. It has the same flash point as Jet A-1 but a higher freeze point maximum (-40°C). It is supplied against the ASTM D1655 (Jet A) specification.

Jet A-1 Jet A-1 is also a kerosene grade of fuel suitable for most turbine engine aircraft. It has a flash point minimum of 38 degrees C (100°F) and a freeze point maximum of - 47 degrees C. The main specifications for Jet A-1 grade are the UK specification DEF STAN 91-91 (Jet A-1) NATO code F-35, (formerly DERD 2494) and the ASTM specification D1655 (Jet A-1). Jet A-1 is a flammable, colorless liquid that should be isolated from heat sources. The fuel will ignite if heated above 220 C (428 F), which may occur, for example, if it comes in contact with a hot engine or wheel brake.

TS-1 TS-1 is the main jet fuel grade available in Russian and Commonwealth of Independent (CIS) States. It is a kerosene type fuel with slightly higher volatility (flash point is 28C minimum) and lower freezepoint (<-50C) compared to Jet A-1.

RT RT fuel (also a Russian fuel and written as PT in Russian script) is the superior grade (a hydro-treated product) of TS-1, but is not produced widely. TS-1 (regular grade) is considered to be on a par with Western Jet A-1 and is approved by most aircraft manufacturers.

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13.3.1 Fuel Identification 1. Jet fuels normally range from water white to pale yellow in color, and are not dyed for identification purposes. A colored sample of jet fuel may be an indicator of product contamination. 2. An example of possible color contaminations: a) Red - Off-Road Diesel contamination b) Green - AVGAS contamination

Refueling equipment must be bonded to the aircraft to prevent a discharge of static electricity. If the bonding wire is disconnected during refueling, alert the aircraft fueller immediately so that refueling can be stopped until the bonding wire is reconnected.

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13.4 Emergency Fuel Shutoff

In an emergency, refueling must be stopped immediately. When a tanker is involved, the person in charge of the vehicle must act very quickly. With a hydrant system, it is usually necessary to activate the emergency fuel shutoff switch, which typically is prominently located and identified in front of the aircraft parking position. All ramp staff should know where the emergency fuel shutoff switches are located and ensure that access to them is always kept clear.

13.5 Fuel Contamination of Skin

Jet A-1 can cause skin irritation and, if ignited, serious burns. All line personnel must know where eyewash facilities and deluge showers are located, and how to use these facilities. Contaminated areas of the body must immediately be flushed or washed with water. Medical treatment must be sought if necessary.

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13.6 Precaution for Fueling

13.6.1 Smoking 1. Smoking is prohibited on the ramp, as well as around fueling equipment. Matches, cigarette lighters and Electronic cigarettes must not be carried by any person engaged in fueling operations. The “NOSMOKING” rule shall be rigidly enforced. 2. If any passenger holding area is within fifty (50) feet of fueling operations, “NO-SMOKING” signs must be posted in conspicuous places throughout the area.

13.6.2 Internal Combustion Engine Equipment around Aircraft 1. Equipment, other than those performing aircraft servicing functions, shall not be permitted within 50 ft. of aircraft during fuel servicing operations. 2. Equipment performing aircraft servicing functions shall not be positioned within a 10 ft. radius of aircraft fuel system vent openings. 3. If GSE is running near any type of fuel spill and if safe to do so remove the GSE. NEVER turn on or off any combustible engine that is standing in a fuel spill.

13.6.3 Sparks and Static Electricity 1. Fuel vapors accumulate while fueling. Sparks can cause these fuel vapors to ignite and produce a fire. Care must be taken to minimize the likelihood of fueling events leading to a fire. Sparks can be generated by electrical circuits being turned on/off or plugged in/pulled out. 2. Static electricity is a source of sparks and a threat to safe fueling. Static electricity naturally accumulates on the aircraft during flight, while fueling, and from clothing. This static must not be permitted to discharge as a spark. An effective bonding connection, when made before fueling, will safely dissipate the static electricity built up on the aircraft and fueling equipment. Wearing the proper fueling clothing will also help mitigate static build up on the fueler. 3. The concentration of fuel vapor in the area surrounding the aircraft varies with the wind velocity and the rate of fueling.

CAUTION: A FUEL SPILL WILL INCREASE THE FUEL VAPOR CONCENTRATION TO DANGEROUS LEVELS.

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13.6.4 Electrical Equipment Used Near Fueling Area 1. Aircraft batteries will not be installed or removed during aircraft fueling. 2. Aircraft radar will be turned OFF. 3. Battery chargers shall not be connected, operated, or disconnected while fueling is being done on the aircraft. 4. Aircraft ground power generators or other electrical ground power supplies shall not be connected or disconnected while fueling is being done on the aircraft. 5. Electric tools or similar tools likely to produce sparks or arcs shall not be used while fueling is done on the aircraft. 6. Photographic equipment shall not be used within 10 ft. of fueling equipment or near the fill or vent points of aircraft fuel systems. Photo flash bulbs will not be used within 100 feet. 7. Battery powered vehicles equipment shall not be operated within 10 feet of fuel spills. 8. Communications equipment and/or flashlights used during aircraft fueling operations within 10 ft. of fueling equipment or near the fill or vent points of aircraft fuel system shall be intrinsically safe.

13.6.5 Proper Clothing for Fuelers 1. As clothing can be a source of static electricity build up, fuelers must wear proper attire to avoid this hazard. Fuelers should wear only non-sparking shoes. Leather shoes are one such type. Shoes with nailed soles or metal heel plates can be a source of sparks and should not be worn by fuelers. 2. Cotton fabric is the most resistant to static build up and is recommended to be worn by fuelers. Synthetic fabric creates the most static and should be avoided by fuelers.

13.6.6 Lightning/ Electrical Storms 1. Lightning presents an extreme danger to fueling. If lightning is present within 5 miles of the fueling operation, fueling will be suspended until lightning has not been observed in the 5 mile radius for 20 minutes. 2. Ground Operations will advise the ramp fueling personnel when fueling should be halted and when fueling can be resumed. If the fueler feels that conditions are unsafe for fueling, he may suspend operations and must notify his supervisor immediately.

13.6.7 Disposition of Aircraft Fueling 1. Aircraft fueling shall be done outdoors. Aircraft being fueled shall be positioned so that aircraft fuel system vents or fuel tank openings are not within 50 feet of any combustion source, terminal building, hangar, service building or enclosed passenger concourse other than a loading jetway.

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13.6.8 Fueling Safety Zone 1. The Fueling Safety Zone (FSZ) is defined as an area at least 10 feet in any direction from the center point of all fuel wing tip vents, single point refueling adapters, over-wing filler ports, fueling vehicles, hydrant carts, hoses and fuel pits. This distance may be further increased as required by local airport or civil aviation regulations. 2. Within the Fueling Safety Zone (FSZ), all personnel must ensure that they: a) Do NOT smoke (Includes ELECTRONIC cigarettes). b) Do not use ANY hand held portable electronic devices, including cell phones, portable music players, portable game units or an earpiece or headset. c) Only use company issued and approved radios, radio telephones, pagers, torches, lamps and lighting systems. Battery chargers must not be operated. d) Enter the FSZ only when their job requires it. e) Assume that fueling is taking place anytime the fueling equipment is next to the aircraft and its fuel hoses are connected. f) Do not leave vehicle engines running unnecessarily. g) Position all GSE and vehicles so they do not obstruct the fueling vehicles escape route. h) Do not allow any passengers to enter the FSZ. i) Avoid the use of motorized GSE within the FSZ. j) Do not park any equipment in the FSZ. k) Ensure fuel hoses are protected and all ground equipment is kept at a minimum of 10 feet away from any fuel hose on the ramp that is connected between the fueling equipment and the aircraft.

13.6.9 Positioning Of Aircraft Fueling Equipment 1. Fueling equipment shall be positioned in the area that: a) Facilitates removal of the equipment in the event of an emergency. b) Provides at least 10 feet of clear space between parked vehicles for accessibility for fire control purposes. c) c. Prevents any leaking fuel from draining to adjacent buildings or structure. d) d. Minimizes exposure to damage from out-of-control aircraft. e) e. Provides at least 50 feet from any airport terminal building, aircraft cargo building, aircraft hangar, or other structure housing the public, which has windows or doors in the exposed walls. 2. Fueling equipment shall not be positioned under the wing of the aircraft during overwing fueling or where aircraft fuel system vents are located on the lower

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wing surface. Aircraft fueling equipment shall not be positioned within a 10 foot radius of aircraft fuel system vent openings. 3. Parking brakes shall be set before the fueler leaves the equipment. 4. Fueling equipment shall have at least one front wheel chocked (both front and rear of the wheel), in addition to the parking brake being set.

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13.7 Standards of Fuel Safety and Quality

13.7.1 General Lao Airlines shall follow this process to ensure fuel suppliers are maintaining standards of fuel safety and quality, for fuel delivered and loaded into Lao Airlines aircraft. 1. Fuel must be free from contamination and shall be accomplished by; a) Periodic scheduled audits of all Fuel facilities to ensure safety and quality procedures for the fuel, while stored, handled and serviced, are in accordance with accepted standards. The SQS Department shall complete a minimum of one scheduled audit annually, as specified in the SQS audit schedule. b) As required a daily Fuel Quality Assurance checks of fueling equipment by performing a “White Bucket Test”, before the first fueling operation of the day. c) Periodic “Monitoring” to ensure adequate performance levels of fueling personnel. The SQS Department shall conduct periodic spot audits annually. 2. Fuel must be of the correct grade and specification, and shall be accomplished by: a) Only allowing approved fuel types such as JET-A, JET-A1, RT and TS1 to be loaded into Lao Airlines aircraft. b) Periodic scheduled audits of all Fuel facilities to ensure safety and quality procedures for the fuel, corresponds to the specifications and grade of product necessary for the applicable aircraft. The SQS Department shall complete a minimum of one scheduled audit annually, as specified in the SQS audit schedule. c) Daily Fuel Quality Assurance checks of fueling equipment by performing a “White Bucket Test”, before the first fueling operation of the day.

13.7.2 Fuel Facility and Equipment Checks

General All checks of fueling facilities and equipment will be conducted in accordance with the requirements of this manual and the use of the Quality Assurance “Fueling Checklist”. Vendors may use their own comparable forms and procedures in lieu of those provided by this manual, as long as they meet or exceed the task and frequency requirements specified in this section. Any completed forms must be properly maintained and made available upon request.

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Contamination Prevention and Security 1. Filtration/separation must be provided at the storage to truck transfer and at the truck to aircraft transfer points. Filtration/separation must also be provided on hydrant carts. Only filters/separators which meet established standards by recognized authorities for use with the particular product and flow rate will be used. 2. A clean and orderly facility is the foundation for acceptance of safe methods and the elimination of potential hazards. 3. All areas will be secure from unauthorized entry. 4. Placards advising "DANGER - FLAMMABLE" and "NO SMOKING" will be properly and conspicuously posted. 5. Smoking will be permitted in a designated, safe location only. Matches and single-action lighters will not be permitted into the fueling equipment/bulk fuel storage area. 6. Proper product identification through use of placards, marking codes, mechanical coding and/or color will be used to positively identify the fuel.

Recordkeeping 1. Whether paper or electronic, records must be completed by the person performing the tasks, or by the person accepting responsibility for performance of the tasks. 2. The legible signature or the initials and employee identification number of the person performing the task(s) or the person accepting responsibility for the performance of the tasks, is required. If initials and employee identification numbers are used, a record of each person’s name and corresponding identification number must be maintained and available for review. 3. Records must indicate when fueling equipment is not used. Retain records as follows: a) Daily, Monthly, Quarterly, and Annual Check records – 12 months b) Filter Change records – 36 months c) Tank Inspection and Cleaning records – Indefinitely 4. Upon completion of the checks, record results using the following condition codes: a) S = Indicates Satisfactory b) C = Indicates Comment. Comments must be made in “Remarks” section and corrective action must be documented and dated c) N/U = Indicates equipment Not Used d) N/A = Indicates task Not Applicable.

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Checks Fuel Farm Facility 1. The following checks must be performed on all fuel storage facilities servicing Lao Airlines aircraft and at the frequencies specified. Additional tasks or more frequent checks may be required based on local conditions. 2. Daily, Monthly, Quarterly, and Annual checks and audits should be made in accordance with the procedures outlined in this manual. 3. Lao Airlines does not operate/maintain any Fuel Farm Storage facilities, however for Lao Airline’s fuel vendors, audits and inspections of the vendor’s fuel farm facilities are a requirement. The following is a sampling of some of the areas that will be inspected: a) General condition of tank and facility; b) Security, fire safety, fire extinguishers, and emergency shutdown system; c) Filter elements and filtration testing; d) Filter differential pressure and tank high level controls; e) Water defense systems. 4. Fueling Equipment a) Fueling equipment checks will be completed at the intervals specified in this manual. The checks must be performed prior to the fueling equipment being used to service Lao Airlines aircraft. Additional tasks or more frequent inspections may be recommended and/or performed, depending on conditions where fueling operations take place. b) All Monthly, Quarterly, and Annual Equipment Checks will be tracked. The Fueller is responsible for the completion of all required fueling equipment checks. If the equipment is out-of-service during its regularly scheduled check and the check cannot be performed, the Fueller will annotate “Equipment Out-of-Service,” sign, date, and file the applicable form. All checks not performed as scheduled must be completed before the equipment is returned to service. 5. Daily Checks Daily checks will be made before the first fueling of the day, for the equipment to be used, by the person who will be operating it. Any fueling equipment not in continuous daily use must have the appropriate frequency checks and inspections performed and recorded before the unit is placed into service. Records must indicate when the equipment was not in service. a) General Condition Check the general condition of fueling equipment for safety defects, equipment damage, fuel leaks, and appearance. Report and correct any condition that needs immediate attention, i.e. faulty brakes, broken glass, inoperable safety features, etc. For any visible fuel leaks, the equipment is to be immediately removed from service until corrective action is taken to repair the leaks.

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b) Filter Sumps Perform a white bucket test of the filter sumps. After displacement of the sampling line volume, drain approximately one gallon of fuel, under pressure, into the white bucket. Vessel must be pressurized, but fuel does not have to be flowing through it when the sample is taken. Using the sump sample rating guide, perform a fuel appearance test of the sample. Continue sampling until clean, dry fuel is obtained. Record findings of first sample taken. Remove equipment from service if unable to obtain a clean, dry sample. Report any unusual contamination. c) Filter Differential Pressure Check filter differential pressure under normal flow conditions. Remove equipment from service if differential pressures reaches 15 psi or if there a sudden drop in differential pressure. Record differential pressure. d) Deadman Controls Check the satisfactory operation of the deadman control system. If unsatisfactory, remove fueling equipment from service until corrected. e) Safety Interlocks Check the satisfactory operation of the brake or safety interlock system. Be sure that all brake or safety sensors installed are functioning satisfactorily. f) Nozzle Fueling Pressure Check and record nozzle pressure. Normal fueling pressure should not exceed 40 psi, under steady flow. If pressure is between 41 and 49 psi, investigate and correct the deficiency. Immediately remove equipment from service if pressure exceeds 49 psi. Record psi. g) Hoses, Swivels and Nozzles Check condition of all fuel hoses, swivels and nozzles for wear, damage and leakage. Check hoses for abrasions, cuts, soft spots, carcass separation, worn covers, blisters, exposed reinforcement, cracks, twists and sharp bends that give the appearance of pending failure. Check tightness of all swivel attachment screws and nozzles for cuts, nicks and wear. Any item that is defective or is leaking must be replaced or repaired immediately. h) Bonding Reels, Cables and Clamps Check condition of static bonding reels, cables and clamps. Defective equipment should be repaired or replaced immediately. i) Lift Platforms If equipped, verify the safe and dependable operation of all lift platforms. Any deficiencies must be repaired prior to operation.

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j) Fire Extinguishers Verify that fire extinguisher(s) are in the proper place with unobstructed access for immediate use. If seal is broken or inspection tag is missing, remove equipment from service or replace fire extinguisher prior to fueling aircraft. k) Surge/Waste Tanks Surge tanks, thermal relief tanks, or waste fuel tanks are to be checked and/or drained to protect against fuel overflow and spillage. l) Air Tanks Drain all air tanks to remove all moisture. m) Tanker Troughs Check tanker troughs for water. If standing water is present, check trough drains for plugging and use extra care in inspecting compartment and filter drains to ensure that water has not entered fuel system. Clean troughs and drains as required. n) Refueling Truck Sumps Perform a white bucket check of each tank compartment. Drain approximately one gallon from each compartment. If contamination is present, continue draining until all contaminants are removed and fuel is clear. Additional sump checks are required during and immediately after inclement weather conditions. o) Tanker Bottom Loading At the start of bottom loading operations, manually operate the pre- check valve, to ensure the satisfactory operation of the high level shutoff system. The pre-check test is to be performed at the beginning of each bottom loading fuel transfer. If the pre-check test or high level shutoff system does not operate properly, do not bottom load until the system is repaired, or alternate procedures must be followed to avoid an overflow. 6. Monthly Checks a) Filtration Test and Free Water Test Perform a color membrane/particle assessment (Millipore) and free water detection test upstream and downstream of all filter/separators or fuel monitor vessels on all fueling equipment. Record results and attach test membrane to proper form located in this manual. b) Corrected Filter Differential Pressure Under normal flow conditions, check and record observed differential pressure, flow rate and corrected differential pressure across each working filter vessel. c) Bonding Cable Continuity Test Check electrical continuity of bonding system.

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d) Nozzle Screens Remove nozzles and examine screens for particles. Investigate sources of contamination which could be inner hose lining, pipe rust, sand, low point sediment, equipment failure, seals, gaskets, etc. Verify that screens are 100 mesh. Screens are to be cleaned, or replaced if damaged. e) Fuel Hoses Lay hoses out full length and perform the hose inspection while system is at full operating pressure. In addition, check couplings at both ends for slippage and signs f) Signs, Labels, And Placards Verify that fueling equipment is clearly marked with applicable signs, placards, and labels. Product identification on each side and rear. “FLAMMABLE” on each side and rear. “NO SMOKING” on at least two sides, as well as being prominently posted in the cab of the vehicle. “EMERGENCY FUEL SHUTOFF” adjacent to each emergency fuel shutoff control. Placards indicating method of emergency fuel shutoff operation, e.g., Push, Pull, Turn, etc. Signs indicating location of fire extinguishers inside enclosed compartments, placards identifying nozzle fueling pressure, filter differential pressure, filter and tank drain valves, and placards indicating date (month and year) during which the filter elements were changed. Other information and instruction markings may be required. g) Meter Seals Verify that meter calibration seals are intact. Meters with missing seals may be used temporarily, as long as the meter has been calibrated. Missing seals should be replaced as soon as possible. h) Fire Extinguishers Verify that fire extinguishers are located in their designated place, have unobstructed access and visibility, are tagged to indicate that monthly and annual inspections are current, have unbroken safety seals or tamper indicators, have no obvious damage, corrosion or leakage, the pressure gauge reading or indicator is in the operable range or position. If any fire extinguisher is missing or does not meet the criteria listed above, it shall be repaired, or removed from service and replaced with a serviceable extinguisher of the same or greater capacity. i) Emergency Shutdown System Check the satisfactory operation of the fuel flow emergency shutdown system. Verify that each emergency fuel shutoff control device will completely stop fuel flow before overrun has exceeded 5% of actual flow rate, at time of release. Equipment with a defective emergency fuel shutoff system must be removed from service until corrected.

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EXAMPLE: If actual flow rate is 100 gpm, fuel flow must completely stop within 5 gallons of emergency shutoff activation. (5% of 100 gals = 5 gals) j) Deadman Control System Verify that the deadman control system will completely stop fuel flow before overrun has exceeded 5% of actual flow rate, at the time of release. Equipment with a defective deadman control system must be removed from service until the system has been repaired. k) Lift Platforms Thoroughly check the safe and dependable operation of lift platforms. Inspection includes lift mechanism, emergency let down system, lift interlocks, hydraulic hoses, couplings, lighting, electrical wiring, handrails, steps, working surface and signing. Correct deficiencies before returning equipment to service. Lift platforms may be optional equipment, disregard this step if not applicable. l) Refueling Truck Interiors Visually inspect tank compartment interiors for water, debris, microbial growth, surfactants and other contaminants. Check epoxy-coated tanks for deterioration. Clean and repair as required. m) Refueling Truck Vents And Dome Covers Check tank cover latches, hinges, seals and gaskets. The covers must seal tight to prevent entry of water. Check condition of tank vents for freedom of operation. Correct as required. n) Refueling Truck Trough Drains Manually check trough drains for plugging. Use cable or wire to ensure that there are noobstructions. More frequent checks may be required during inclement weather conditions. 7. Quarterly Checks a) Equipment Inspection A thorough overall inspection shall be performed of fueling components for leaks and pending equipment failures. b) Pressure Controls All fueling vehicles and hydrant carts, will be pressure and flow tested each quarter. Tests are to consist of monitoring and adjusting primary and secondary control pressures. These units can be a valve, pressure switch, hose-end controller, or any other device that will stop or regulate fuel flow. Secondary controllers must not allow nozzle pressure to exceed 50 psi at steady rate of flow. Record primary and secondary pressure settings.

CAUTION: NEVER ADJUST PRESSURE CONTROL EQUIPMENT WHILE FUELING AN AIRCRAFT.

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c) Internal Valve Check With fuel flowing through the bottom-load adapter, test to ensure that the internal valve functions properly and closes, by utilizing the “pre-check” valve. d) Interlock Override Function Test Verify the proper operation of the interlock override control by having at least one interlock device activated, ensuring vehicle does not move until activating interlock override. Upon satisfactory verification of the operation of the override control, seal the control back in the normal position using breakaway wire or a breakaway plastic seal. 8. Annual Checks a) Filter Element Change Replace filter elements every 12 months or as required. All filter vessels must be opened annually to visually check condition of interior for cleanliness and integrity of elements. Elements must also be changed whenever differential pressure reaches a corrected reading of 15psi or if there is a sudden drop in differential pressure. b) Fueling Pressure And Differential Pressure Gauges Check accuracy of pressure gauges monitoring fuel pressure to aircraft and filter vessels. Replace or calibrate if found defective. c) Meter Calibration Check meter calibrations. Adjust meters to meet governing calibration requirements. Meters are to be properly sealed upon completion of calibration. d) Water Defense System Inspection And Test Check the satisfactory operation of water defense mechanisms on filter vessels. Not required, if filter vessel has Full-flow Monitor elements. Immediately repair any deficiencies.

White Bucket Test The purpose of the white bucket test is to provide a quick method for detecting the presence of free water, solids, surface-active agents (surfactants), and other contaminants in aviation fuel. A fuel sample is drained into a white bucket from the sump drains of filter vessels and tanks, and observed for indications of contamination.

Note: When used in this manual the term “white bucket” shall mean a white bucket (usually porcelain) manufactured specifically for the purpose of conducting fuel sampling.

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Procedure 1. Be sure that the fuel sampling tap is free of loose contamination by flushing the sampling tap at maximum flow, prior to drawing the sample. 2. With the Fuel system pressurized, fill the white bucket with approximately 1 gallon of fuel. 3. Let the sample settle for 1 minute to remove air bubbles. 4. Place white bucket on level surface and visually inspect the fuel for water droplets, solid contaminants, hazy/cloudy condition and/or brown slime. 5. A sample of “1A” is considered acceptable. If the first sample is anything other than “1A,” you may retake the samples up to two additional times. If none of the three samples rate as “1A” take the equipment out of service and notify your supervisor. Always record the rating of the first sample taken, on the daily checks form.

Test Results Solid Contaminant Indicators Moisture Content Indicators: [ 1 ] Clean [ A ] Bright [ 2 ] Slight Particulate Matter [ B ] Hazy [ 3 ] Particulate Matter [ C ] Cloudy [ 4 ] Dirty [ D ] Wet (Free Water) [ E ] Surfactants

Rating Definitions Solid Contaminant Indicators: [1] Clean - Lack of particles, silt or sediment, flakes, dye, rust or solids. [2] Slight Particulate Matter – Contains several fine to moderate sized particles. [3] Particulate Matter – A sample in which many small particles may be seen floating or settled on the bottom. [4] Dirty – Discoloration or many particles dispersed in the fuel or settled on the bottom. Moisture Content Indicator [A] Bright – Brightness is a quality independent of the color of the sample and refers to the lack of suspended or free water in the sample. Bright fuel tends to sparkle. [B] Hazy – Fine droplets of moisture dispersed throughout the sample producing a dull hazy appearance. This can be a temporary condition brought about by a drop in temperature. During the first minute, the fuel can appear hazy due to air bubbles. [C] Cloudy – The result of extremely fine droplets of water dispered throughout the sample giving a milky appearance.

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[D] Wet – Any form of free water appearing as droplets or bulk water on the bottom of the bucket or clinging to the sides. [E] Surfactants – Slime in the bottom of the bucket or at the fuel/water interface appearing as a dark brown/black layer; scum or lacy material floating in or on the sample.

Using the Rating System Following are examples using Table 4.1 Rating of White Bucket Sample. Example 1 A sample with several fine particles [2] and a milky appearance [C] would be rated as “2C Slight Particulate Matter and Cloudy.” Example 2 A sample with no particles or silt [1] and a sparkling appearance free of water [A] would be rated as “1A Clean and Bright.”

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14 Ground Support Equipment ...... 14-1 14.1 Rules of Operation ...... 14-1 14.2 Positioning to and from Aircraft ...... 14-2 14.3 Pre-Operations Safety Check ...... 14-3 14.4 Unserviceable Equipment ...... 14-4 14.5 Towing High-Sided Rolling Stock ...... 14-4 14.6 Ground Equipment with Rubber Buffers ...... 14-5 14.7 Marshalling Hand Signals ...... 14-5 14.7.1 Guide Man Hand Signals (For GSE) ...... 14-6 14.8 Airbridges ...... 14-9 14.9 Push-Up Stairs...... 14-10 14.10 Motorized Stairs ...... 14-11 14.11 Ambulatory High-Lift Vehicles ...... 14-12 14.12 Carts (Barrows) ...... 14-13 14.13 Belt Loaders ...... 14-14 14.14 Dollies ...... 14-14 14.15 Low-Profile Trailers ...... 14-15 14.16 Tow Vehicles ...... 14-15 14.17 Toilet Trucks ...... 14-16 14.18 Vehicle Refueling Trucks ...... 14-17 14.19 Water Tanks ...... 14-18 14.20 Forklifts ...... 14-19 14.21 Pushback Vehicles ...... 14-21 14.22 High-Lift Cleaning and Catering Vehicles ...... 14-22

Intentionally Left Blank

14 Ground Support Equipment

NOTE: At the time of publication, Lao Airlines does not operate widebody aircraft and does not utilize ULDs. Where these topics are discussed in this section it is provided for employee awareness and for future application.

14.1 Rules of Operation • Ground equipment will only be driven by drivers who have undergone the appropriate training and have been issued permits for the operation of these vehicles in accordance with Section 20 of this manual. The Station Manager will ensure a record of staff who has received training to operate specific pieces of equipment is locally maintained. • Aircraft and pedestrians should always have the right-of-way. Ground equipment should not be driven at greater than walking speed. • Unserviceable equipment should be clearly tagged "out of service" and immediately be sent to the repair/maintenance department. • Ground equipment must only be used for the purpose for which it was designed and only on the aircraft type for which it is approved. • GSE that is to be left unattended whilst servicing the aircraft must be left with the gear lever in neutral (or park for automatics) brakes on, fully lowered and have their engines switched off. GSE that requires hydraulic pressure to be maintained e.g. Hi-Lift Cleaning and Catering vehicles can have engines left running. • Any passenger or other steps parked on the apron whilst not in use must have their jack stands, if fitted, lowered to avoid any inadvertent movement.

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14.2 Positioning to and from Aircraft • Vehicles such as belt loaders and hi-lift trucks should not be driven in the raised position when approaching or reversing to or from aircraft. The vehicle should be stopped 2 or 3 meters from the aircraft, and either raised or lowered from the working height. • All motorized equipment must be stopped 3 or 4 meters from the aircraft to test brake effectiveness before proceeding. • Any equipment accessing the aircraft main deck (main deck loaders, hi-lift trucks, and mobile stairs) must be moved to or from an aircraft with the assistance of another person marshalling the vehicle. • All other vehicles with restricted vision and any vehicles being reversed to and from an aircraft must be marshaled. • A check must be made to ensure service doors are closed before raising any hi- lift vehicle. • When in final position at the aircraft all equipment must have stabilizers lowered (when installed), gear levers in the neutral position and park brakes applied. • Vehicles servicing the aircraft e.g. belt loaders, mobile stairs and aerobridges should not be removed from the aircraft until the appropriate service or passenger doors are closed. • Once loading is completed, all ground equipment must be removed, placed at a safe distance from the aircraft and have the brakes on. This will prevent the vehicles moving in case of jet blast etc. Engines must not be running on vehicles that are unattended. • If a forklift is used to load casket or other heavy items of cargo, the following must be adhered to:

o The forklift must be marshaled by a person standing adjacent to the aircraft fuselage whenever it is within a line wingtip/tail or wingtip/nose.

o The forklift must approach the cargo door head on in a straight line and depart from the aircraft in reverse on the same track. Turning within the confines of the wingtip/ nose, wingtip/tail is prohibited

o The forklift is to be driven up to the aircraft carefully and slowly. When the required position is reached, the driver is to neutralize the gears, apply the handbrake and release the clutch (or select "park" for automatics).

o The forks are to be raised only when indicated by the marshaller and are to be lowered immediately after departure from the cargo door.

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14.3 Pre-Operations Safety Check

Conduct a pre-operations safety check before operating any ground service vehicle to ensure that:

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

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14.4 Unserviceable Equipment

Equipment with defective brakes, protective buffers (bumpers) steering tow couplings, lights, wheels or windshield wipers or with fuel or oil leaks must be removed from service. A “danger” tag should be placed on the vehicle. Where applicable, use a positive lockout switch system as well.

The following procedures apply when unserviceable equipment needs to be removed from the operations area to allow the aircraft to depart:

• Notify the supervisor, who should contact the GSE Maintenance Dept. • Remove the vehicle from the area according to the emergency breakdown procedures. • Do not operate vehicles or equipment labeled unserviceable until they have been repaired and the supervisor has released them for use.

14.5 Towing High-Sided Rolling Stock

There is increased risk of damage to aircraft when towing high-sided rolling stock, particularly during operations with widebody aircraft. High-sided rolling stock includes dollies loaded with unit load devices (ULDs) or made-up pallets of cargo.

Take the following precautions when towing high-sided rolling stock to widebody aircraft; these precautions also should be considered when approaching narrowbody aircraft with covered carts (barrows):

• Front hold — the tow vehicle should approach from the front of the aircraft during loading of ULDs onto the pallet loader. This procedure ensures that when the tow vehicle nears the right wing and engine, it is towing only empty rolling stock. When unloading the aircraft, the tow vehicle should approach from the opposite direction (rear of the aircraft) to ensure that rolling stock loaded with ULDs is towed away from the right wing and engine. • Rear hold — the tow vehicle should approach from the rear of the aircraft during loading of ULDs. When unloading the aircraft, the tow vehicle should approach from the opposite direction (front of the aircraft) to ensure that rolling stock loaded with ULDs is towed away from the right wing and engine.

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14.6 Ground Equipment with Rubber Buffers

All ground equipment that touches the aircraft must have protective buffers (bumpers) at the contact point. Also, anything protruding from ground equipment that could accidentally touch the aircraft must have a buffer.

The following additional guidelines should be followed:

• Do not use any equipment with damaged buffers. • Maintain a 25-millimeter (one-inch) space between the buffer and the aircraft. • Do not allow buffer-equipped ground service equipment such as carts and ground power units inside the one-meter (three-foot) no-drive area. These buffers are intended only to minimize damage from accidental contact with an aircraft. • Be alert for the rising or settling of an aircraft as it is unloaded, loaded or refueled.

14.7 Marshalling Hand Signals

Marshall all vehicles that must be driven close to the aircraft. The marshaller or “Guide Man” must maintain a clear line of sight with the vehicle driver and give all hand signals with direct, precise actions.

Illustrations of standard hand signals to be used by marshaller are provided below in section 14.7.1.

Additional guidelines for giving and receiving hand signals include:

• The marshaller should position his hands well over his head or to the side of the body so the vehicle driver can easily understand the signal. • The marshaller should always face the vehicle when it is being driven forward and reposition himself if he loses sight of the vehicle driver. • The vehicle driver must stop if he loses sight of the marshaller or believes the vehicle is too close to the aircraft. • When guiding from behind, the marshaller must be visible to the driver but not directly in the path of the vehicle. • The marshaller should check the ramp area through which he walks to ensure that there are no obstructions. • The marshaller must monitor the vehicle’s path. • The marshaller must use bright or lighted wands when visibility is reduced.

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14.7.1 Guide Man Hand Signals (For GSE)

To End Command:: To Attract Operator's Attention and Take Command:

Arms crossed on chest. Arms held above head in vertical position with palms, facing forward. Meaning: I am no longer giving you orders. Meaning: I am in charge of this maneuver. You will take orders only from me.

Forward Movement (Toward man): Backward Movement:

Arms a little aside and repeatedly moving upwards, Arms by sides, palms facing forward, swept forward backwards, beckoning onwards. and upward repeatedly.

Turn Right: Turn Left:

Left arm downward, hand extended, right arm Right arm downward, hand extended, left arm repeatedly moved upward backward. Speed of arm repeatedly moved upward backward. Speed of arm movement indicating rate of turn. movement indicating rate of turn.

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Lift: Lower:

Stretch both arms toward load or equipment, palm Stretch both arms toward load or equipment, palm up, hand movement in upward direction. down, hand movement in downward direction.

Accompanied Movement: Stop:

Come with Load or equipment. Maintain eye to eye Arm repeatedly crossed above head (the speed of the contact with operator or driver. Swing down arm movement must be related to the urgency of the opposite arm. stop).

Immediate stop: Hands cross over head with clenched fists.

Indicate Distance: OK. All is Clear or continue by Your Own or Drive Away:

Distance shown between hands must correspond Lift stretched right arm, hand closed, thumb raised. exactly with existing margin.

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Chocks Inserted; Stabilizers On: Chocks Removed; Stabilizers Off:

Arms down, hand closed facing inward, thumbs Arms down, hands closed facing outward, thumbs extended, move arms inwards. extended, move arms outward.

To Interrupt Power Source Stop Engine: (Electricity, Fuel, Air):

Right arm and hand level with shoulder, palm Right arm and hand level with shoulder, palm downward horizontally swinging from extended arm downward, hand on throat making horizontal move to to throat. the right, passing hand across throat.

To Connect or Disconnect: Brakes On/Off:

Raise left arm and hand, with fingers extended Right arm and hand raised horizontally in front of horizontally. body.

Connect: Right hand with clenched fist moving Release brakes: With fist clenched, then extend upward to contact left palm. fingers, palm inward.

Disconnect: Right hand with clenched fist leaving Engage brakes: With extended fingers, palm inward, left palm downward. then clench fist.

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14.8 Airbridges

Ramp personnel must receive specific training and periodic testing for operating airbridges, which are also called jet bridges and passenger-boarding bridges. Operate the airbridge strictly according to the manufacturer’s recommended procedures. Some airports require the operation of bridges by their own qualified operators and as such will offer their own training programs.

Additional safety precautions for operating an airbridge include:

• Use the airbridge canopy at all times. • Position the airbridge in the “home” (retracted) position before the aircraft enters the parking area. • Ensure that the area is clear of personnel and equipment before moving the airbridge. • Press the emergency stop button if a loss of airbridge control occurs, and remove the key from the switch. • Wait for engine spool-down to begin before approaching the aircraft. • When docking, be careful not to damage antennas, pitot tubes and stall-warning devices on the aircraft. • Slow the airbridge about 1.5 meters (5.0 feet) from the aircraft and stop about 10 centimeters (four inches) from it. • Place the safety shoe under the aircraft door. • Do not use the airbridge steps when the airbridge is moving. • Never run on the airbridge steps. • Keep at least one hand on the handrail when using the airbridge steps. • Close safety straps or rolling/sliding doors before retracting the airbridge from the aircraft. • Ensure that the cabin door is closed before retracting the airbridge to the home position. • Place the safety shoe in its holder when not in use. • Conduct periodic auto-leveler checks to ensure that the airbridge rises and settles with the aircraft.

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14.9 Push-Up Stairs

Push-up stairs are used for boarding and deplaning passengers at gates (stands) that are not serviced by an airbridge.

Follow these guidelines when positioning push-up stairs:

• Select stairs that are appropriate to the aircraft type. • Conduct a pre-operational safety check of the stairs, including a check of the condition of the protective buffer and tests of the brakes, steering and hydraulics. • Apply the hand brake and make sure it is in the “on” position. • Fully retract the handrail on the top platform. • Raise the stabilizers. • Put the hand brake in the “off” position. • After the aircraft’s anti-collision beacon is turned off, position the stairs at the appropriate aircraft door. • Observe wing, wing tip and engine clearances at all times. • Leave enough distance for direct alignment of the stairs with the cabin door. • Position the stairs to allow a space of about 50 millimeters (two inches) from the aircraft. The buffer of the airstairs should never be hard pressed against the aircraft fuselage. • Put the hand brake in the “on” position. • Put the stabilizers in the full-down position. • Climb the stairs and then follow standard door-opening procedures as detailed in Section 11.12. • Deploy the safety handrail and lock it in position. • Reverse the process to remove the stairs from the aircraft.

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14.10 Motorized Stairs

Motorized stairs are used to board or deplane passengers when airbridges or push- up stairs are not available or not appropriate.

Follow these guidelines when operating motorized stairs:

Arrival:

• Elevate the rear step and attach and lock the rear safety strap. • Place the motorized stairs behind the aircraft clearance zone equipment limit lines before aircraft arrival. • Approach the aircraft only after the aircraft’s anti-collision beacon has been turned off. Always observe the “circles of safety.” • Ensure that the aircraft door is closed and locked when positioning the stairs. • Place the stairs with the rubber buffer parallel to the aircraft fuselage while maintaining a space of about 50 millimeters (two inches) from the fuselage. Position the stairs to allow a space of about 50 millimeters (two inches) from the aircraft. The buffer of the airstairs should never be hard pressed against the aircraft fuselage. • Use the micro-adjust switch on the cabin control panel to adjust the stair platform. • Deploy the stabilizers before using the stairs. • Unlock and remove the rear safety strap and lower the rear step. • Use the micro-adjust switch on the platform to make final adjustments. • Extend the guardrails or canopy. • Switch off the vehicle’s engine. • Follow standard door-opening procedures as detailed in Section 11.12.

Departure:

• Ensure that the passenger door is closed and that no one is on the stairs. • Retract the safety rails or canopy. • Elevate the rear step; attach and lock the rear safety strap. • Start the engine. • Move the stairs to the designated parking area.

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14.11 Ambulatory High-Lift Vehicles

Airlines or their handling agents sometimes use various types of ambulatory high-lift vehicles to transport physically impaired passengers and related equipment to and from aircraft. Normally, these passengers will be boarded first and deplaned last. Operators must know the vehicle controls, including emergency controls and procedures, as well as the special requirements of each vehicle. For example, some vehicles have no stabilizer raise/lower switch but instead have only a van body raise/lower switch that also activates the stabilizers.

Follow these guidelines for operating such vehicles:

• Use a marshaller at all times when moving the vehicle. • Use care when raising the rear van body, because stabilizers on some types of vehicles deploy automatically. • Be careful when driving with the tailgate horizontal, because the overhang extends. • Switch the engine off to reduce emissions when transferring passengers. • Lock all doors and barriers when the vehicle is in “drive” mode. • Have staff accompany all passengers and ensure that they are seated when the vehicle is moving. • Activate the emergency controls in an emergency or electrical breakdown.

When approaching an aircraft with an ambulatory high-lift vehicle:

• Place the vehicle behind the aircraft clearance zone equipment limit lines before aircraft arrival. • Position the vehicle at the appropriate aircraft door. • Put the gear selector in “park” and apply the hand brake. • Have the marshaller ensure that everyone is clear of the stabilizers. • Engage the power take-off (PTO), if applicable. • Enter the rear van body and raise it to about 20 centimeters (eight inches) below the doorsill. • Extend and position the front platform to within 50 millimeters (two inches) of the doorsill. • Open the safety gates. Extend the safety handrails and lock them into position. • Follow door-opening procedures as detailed in Section 11.12.

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Before moving the vehicle away from the aircraft:

• Ensure that the aircraft door is closed. • Retract the safety handrails and close and lock the safety gates. • Center and retract the front extension platform. • Close the rear van body doors and lower the body until it is seated on the chassis. • Ensure that the stabilizers have retracted fully and then disengage the PTO. • Follow the marshaller’s guidance. • Transport the passenger(s) and attendant(s) to the terminal.

14.12 Carts (Barrows)

Carts (also called barrows) are used to move baggage, freight and mail around the airport. They must not be used to transport personnel. Place loaded carts immediately behind the tow vehicle. Never tow more than six carts at one time. Never tow carts underneath the aircraft fuselage or engines.

Follow these guidelines for operating carts:

• Connect the first cart to the tow vehicle’s towing assembly pin. The pins should be engaged in all eyelets of the towing coupling. • Connect the other carts. • Check that each coupling is connected securely. • Do not load carts above the height of the end support railings. • Do not drive over fuel hoses or anti-static leads. • Do not block the refueling vehicle or any other vehicle. • Place the carts in the stowage area when not in use. • Baggage Carts should be driven slowly as the carts tend to sway when the cart is in motion. • When parking a Baggage Cart they should be parked perpendicular to the aircraft. If any cart is un-servicable it must be removed from service.

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14.13 Belt Loaders

Belt loaders are used to move baggage, freight and mail into and out of the aircraft cargo holds. Never drive a belt loader with the belt in the raised position except when making final positioning adjustments at the aircraft. Always follow the “no seat, no ride” rule.

Follow these guidelines when approaching an aircraft in a belt loader:

• Approach only after the aircraft’s anti-collision beacon has been turned off. • Position the loader according to the type of aircraft. • Put the gear selector in “park” and apply the hand brake. • Raise the belt to a height just below the hold doorsill and keep the belt 50 millimeters (two inches) from the aircraft. Never press the buffer hard against the aircraft fuselage. • Erect the safety handrails. Handrails must always be engaged when in operation, • Open the hold door and begin loading or unloading.

NOTE: To help prevent injury during the loading of baggage, some airlines permit the upper end of the belt to be placed inside the hold after the door is opened. This should be permitted only when the belt loader is in constant use; caution must be exercised to ensure that the belt does not cause damage to the hold as the aircraft settles during loading.

Follow these guidelines when moving a belt loader away from an aircraft:

• Reposition the loader for departure. • Close the aircraft hold door. • Lower the belt and the safety handrails. • Move the loader to the assigned parking area.

14.14 Dollies

Dollies are used to move unit load devices (ULDs) and/or pallets. Use a marshaller when connecting loaded dollies together.

Follow these additional guidelines:

• Ensure that tow pins are engaged and secure in the lower eyelets of the couplings. • Ensure that dollies are in the correct forward-aligned position and that personnel are clear before towing. • Align dollies to ensure the safe transfer of ULDs. • Ensure ULD locks are engaged before towing. • Move the dollies to the assigned area when not in use.

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14.15 Low-Profile Trailers

Low-profile trailers also may be used to move ULDs. Use a marshaller when connecting them and observe any local rules regarding the maximum number of trailers that may be connected. When using trailers, follow the additional guidelines above for dollies.

14.16 Tow Vehicles

Tow vehicles or tugs are used to tow rolling stock such as carts (barrows), dollies, low-profile trailers and various non-motorized equipment. Follow the “no seat, no ride” rule.

Follow these additional guidelines:

• Come to a complete stop before connecting or disconnecting equipment. • Ensure that there is enough clearance when towing equipment near aircraft or other ground equipment. • Use extreme caution when towing covered rolling stock, especially near narrowbody aircraft. • Never walk over trailer draw bars or cross between two parked pieces of rolling stock if a towing vehicle is connected. • Always close the curtains/rails on rolling stock, whether full or empty. • Check all towing hitches before pulling rolling stock. • Tow lightweight carts behind heavier ones; be careful when on downgrades, turning or braking. • Ensure that locks are raised on dollies when moving ULDs. • Avoid sudden braking.

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14.17 Toilet Trucks

Toilet trucks are used to remove waste from aircraft toilets and to replenish the toilet pre-charge. Ensure that all attachments on the truck, including the toilet basket, are restrained and valves are closed before moving the truck. Advise your supervisor of any spillage and/or if you come in contact with any waste. Spill response stations should be located at readily accessible points on the ramp. Use absorbent material to contain and clean up any spillage.

Follow these additional guidelines when operating a toilet truck:

• Place the toilet truck behind the aircraft clearance zone equipment limit lines before aircraft arrival. • Approach the aircraft only after the anti-collision beacon has been turned off. • Using a marshaller, position the truck as close as possible to the toilet servicing points on the aircraft. • Put the gear selector in “park” and apply the hand brake. • Engage the power take-off (PTO). • Raise the toilet basket to reach servicing points on the aircraft. • Unclip and open the toilet-servicing panel on the aircraft. • Open the toilet service cap. • Connect the waste-servicing hose to the waste connector. • Release the inner flap using the designated lever to enable waste discharge. • Pull the waste dump valve to the “open” position. Wait for the aircraft waste to empty completely. • Unclip and open the charge line cap. • Disconnect the charge line hose from the toilet truck and connect it to the charge line on the aircraft. • Flush the aircraft toilet tanks. • Push the waste dump valve handle to the “close” position. • Pre-charge the toilets. • Disconnect the charge and waste dump hoses; reposition them onto the truck. • Close the toilet-servicing cap. • Close and lock the toilet-servicing panel. • Lower the toilet truck basket. • Disengage the PTO. • With a marshaller, check vehicle clearance before moving away. • Return the truck to its assigned parking place. • Place the gear in “park,” apply the hand brake and switch off the engine.

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14.18 Vehicle Refueling Trucks

Vehicle refueling trucks are used to replenish diesel fuel in ground service equipment (GSE). If possible, park the truck in a designated fuel entrapment area when not in use; this ensures that any fuel spillage will be contained and not flow into storm water drains. Before moving the truck, ensure that all attachments are restrained correctly and valves are closed. The truck should carry bunding (spill- absorbent) equipment to contain any fuel spillages until they can be cleaned up. Advise your supervisor about any fuel spillage. All operators should wear protective equipment, especially gloves. Refueling should be performed only in open areas to disperse any fumes.

Follow these additional guidelines when operating a vehicle refueling truck:

• Inspect all hoses, couplings and static lines for damage or breakage before use. • Place the truck so it has a clear path for an emergency exit but is close to the vehicle being refueled. • Once in position, place the gear in “park,” apply the hand brake and switch the engine off. • Engage the power take-off (PTO). • Open the safety valve. • Turn on the fuel pump. • Unlock the fuel hose reel and extend enough hose to reach the vehicle filler point. • Remove the filler cap and begin refueling.

NOTE: If the fuel does not flow, check for an air lock and correct the tank pressure. If you can see an air bubble through the safety valve viewing portal, open the air-lock release handle on top of the tank to release the trapped air. Check the pressure gauge to ensure that tank pressure is sufficient to deliver fuel to the pump.

• Avoid inhaling fumes. • Stop refueling when the auto-cutout on the nozzle engages. Continued refueling may cause spillage.

When refueling is completed:

• Place the nozzle back in the holding pen and replace the fuel filler cap. • Rewind the fuel hose and lock the reel. • Place the pump start handle in the neutral position. • Move the safety valve to the closed position. • Disengage the PTO. • Move the truck to its designated parking area. • Place the gear in “park,” apply the hand brake and switch off the engine.

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14.19 Water Tanks

Follow these guidelines when using a water tank to replenish an aircraft’s potable water supply:

• Connect the water tank to the tow vehicle and lock it into position. • Position the tank behind aircraft clearance zone equipment limit lines before aircraft arrival. • Approach the aircraft only after the anti-collision beacon has been turned off. • Using a marshaller, position the tank as appropriate for the type of aircraft. • Unclip the water-servicing panel on the aircraft. • Open the water-charging valve underneath the water-servicing panel. • Connect the water hose to the aircraft servicing point. • Move the charge valve to the “open” position. • Turn on the water tank chlorination switch. • Turn the pump handle to the “tank pump” position. • Start the generator motor. • Check for the flashing light that shows water flow. • Shut off the generator motor when the water is at the required level. • Close the water-charging valve and reverse the above procedure.

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14.20 Forklifts

Forklifts have great potential to cause damage to aircraft fuselages. Therefore, their use to service aircraft should be kept to an absolute minimum. Before using any forklift, ensure that it is rated for the load to be lifted.

Follow these procedures when using a forklift to load or unload cargo:

• Always drive with the load against the mast and the mast tilted back. • Watch the mast height when moving around the aircraft. • Using a marshaller, drive straight forward to the cargo door. • Raise the forks when close to the cargo door and lower them immediately after backing away. • Reverse straight back on the same path while watching for any obstructions.

A forklift roller mat may be used to load/unload heavy freight in the forward hold of a narrowbody aircraft. When using a forklift roller mats:

• Ensure that the forklift tines extend fully into the pockets of the roller mat. • Do not allow the forklift or the roller mat to touch the aircraft hold door. • Do not walk on the rollers to push the load into the hold.

A forklift may be used to transport wheelchair-bound passengers on or off narrowbody aircraft at airport gates without airbridges. Such operations are usually done with a special piece of equipment called a wheelchair cage.

A wheelchair cage should be made of wood or heavy-gauge metal and have a floor and three sides high enough to safely carry the occupants. The front of the cage should be gated or fitted with a restraining device. The forklift and wheelchair cage should be fitted with safety chains or some other means should be employed to ensure that the cage cannot be accidentally dislodged from the forklift tines. The cage also should be fitted with adequate equipment to provide protection from the weather.

Follow these procedures when using a forklift to board or deplane wheelchair-bound passengers:

• Ensure that the wheelchair cage is secure against the forklift mast; adjust the forklift tines and attach safety chains. • Ensure that personnel safety restraints are in place when the forklift is moving and that no one is outside the restraint area.

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Boarding: • Ensure that cabin crew are ready to receive the passenger(s) and the aircraft door has been opened. • Wait until the passenger(s) and assisting staff are loaded and the wheelchair is secure before raising the cage just above ground level; assisting staff should always be with the passenger. • Drive slowly to the aircraft. • Stop the forklift at least one meter (three feet) from the aircraft. • Raise the cage slowly after the marshaller gives the “thumbs-up” signal. • Make final adjustments according to the marshaller’s guidance; apply the hand brake. • After the passenger(s) and wheelchair(s) are loaded, wait for the “all-clear” signal from the marshaller before moving the forklift back one meter (three feet) and then lowering the cage. • Watch for any obstructions while backing away from the aircraft.

Deplaning:

• Ensure that the cabin crew is ready to deplane the passenger(s). • Open aircraft doors only from the outside. Before opening, give two warning slaps on the outside of the door to warn crewmembers to stand clear and await the “thumbs-up” signal from crewmembers to indicate that the door has been disarmed and is safe to open. Look through the portals in the door to check that the path is clear before opening the door. • Drive slowly to the aircraft. • Stop the forklift at least one meter (three feet) from the aircraft. • Raise the cage slowly after the marshaller gives the “thumbs-up” signal. • Make final adjustments according to the marshaller’s guidance; apply the hand brake. • After the passenger(s) and wheelchair(s) are loaded, wait for the “all-clear” signal from the marshaller before moving the forklift back one meter (three feet) and then lowering the cage. • Watch for any obstructions while backing away from the aircraft.

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14.21 Pushback Vehicles

Pushback is the process of moving an aircraft from a gate to a place on the ramp from which it can proceed under its own power. The operation is conducted using a special pushback vehicle (tug) connected to the aircraft nose landing gear by a towbar, or a towbarless tug. The number of staff required to conduct pushback operations can vary considerably depending on company policy and such factors as ramp congestion and gate location. Communication with the flight crew should be conducted from the tug by either the tug driver or his/her assistant. The driver should also be assisted by as many wing walkers as necessary to provide guidance on clearances between the aircraft wing tips and tail and other aircraft or objects.

To connect the towbar:

• Ensure that the towbar contacts the nose gear only at the attachment point. • Approach the nose gear slowly. • Remove the lock pin. • Slide the pin to the right. • Lift the towbar head to the nose gear towing point. • Insert the towbar connector on the left side of the towing point. • Slide the lock pin into place to prevent connector guide pin disconnection. • Ensure that the towbar is secured and connect the towbar to the tug. • Lift the towbar to the height of the tug connector. • Carefully drive the tug forward until the towbar eye is between the plates of the tug connector. • Lower the tug connector guide pin through the upper plate, towbar eye and lower plate. • Never drive the towbar into position with the tug.

Drive the tug at a walking pace. Accelerate and brake with easy and steady pressure; do not apply sudden or uneven pressure to the accelerator or brake except in an emergency. Use only low gears, and never shift gears while the tug is in motion. Never exceed the maximum towing angle for the aircraft; the maximum towing angle is usually displayed by red markings (or lines) on the nose gear doors or nose gear leg.

Stop the pushback if the towbar connection separates. Advise the flight crew that you have a breakaway, so that they can use the aircraft wheel brakes to stop. Notify maintenance personnel.

The nose gear should be aligned with the towbar when the aircraft stops. Put the transmission in “neutral” and apply the brake.

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Once pushback is completed:

• Detach the towbar from the nose gear. Never kick the towbar loose or let it drop freely.

NOTE: Remove the towbar from the nose gear first, then from the tug.

• Pushback personnel should be clear of the movement area before the aircraft is marshaled for departure. • The pushback person in charge then gives the “end of guidance” hand signal and the “clear to taxi” salute.

NOTE: The flight crew will flash the nose gear light, signal by hand or use the company radio frequency to advise that they want to re-establish headset communication.

14.22 High-Lift Cleaning and Catering Vehicles

High-lift vehicles are used to transport personnel, equipment and provisions to aircraft for cleaning and catering. Such a vehicle usually has a crew of two — the driver and the assistant, who also acts as marshaller.

Always push — never pull — carts and trolleys into high-lift vehicles, and fasten them with tie-down devices. Make sure all supplies are secure while driving to and from the aircraft. Doors of carts should face the wall to prevent anything from falling out. Never stack equipment on top of carts or trolleys. The front and rear doors must be kept closed, except when actually servicing the aircraft. When servicing an aircraft at night, turn off the vehicle’s headlights but leave the parking lights on.

On arrival:

• Position the high-lift vehicle behind the aircraft clearance zone equipment limit lines. • Approach the aircraft under guidance from the marshaller. • Stop one meter (three feet) from the aircraft. Place the gear in “park” and apply the hand brake. • Engage the power take-off (PTO), if applicable. • Using three points of contact climb the ladder to the vehicle’s rear van body. • Lower the stabilizers only after the marshaller ensures that all personnel are clear. • Place chocks in front of at least one front wheel. • Raise the rear van body to the height of the aircraft door.

NOTE: Never raise the rear van body under an open aircraft door.

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• Open the safety gates extend the appropriate safety handrails and lock them into position before opening the aircraft door.

NOTE: Guard rails should be extended whenever the vehicle body is in the “up” position.

• Open aircraft doors only from the outside. Before opening, give two warning slaps on the outside of the door to warn crewmembers to stand clear and await the “thumbs-up” signal from crewmembers to indicate that the door has been disarmed and is safe to open. Look through the portals in the door to check that the path is clear before opening the door. • Make final adjustments to the front platform extension so the rubber buffer barely touches the aircraft fuselage. • Switch off the engine after the vehicle is positioned correctly. • Load/unload provisions and equipment.

On departure:

• Retract the safety handrails and carefully close the aircraft door. • Stow the safety handrails, close the gates and lock them in position; retract the front extension platform. • Close the rear van body doors and lower the rear van body until it rests on the chassis. • Climb down the ladder, remove the wheel chocks and, after returning to the vehicle, disengage the PTO. • Retract the stabilizers only after receiving the “all clear” signal from the marshaller. • Follow the marshaller’s guidance in driving the vehicle away from the aircraft. • Place the vehicle in its assigned parking position. • Place gear in “park,” apply the parking brake and switch off the engine.

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15 Empty Aircraft ...... 15-1 15.1 Ramp Operations with Empty Aircraft ...... 15-1 15.2 Moving Empty Aircraft ...... 15-1

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15 Empty Aircraft

15.1 Ramp Operations with Empty Aircraft

Empty aircraft, also called dead aircraft, are those without passengers or flight crew aboard, and with engines shut off. Empty aircraft sometimes are towed to and from the gate. These aircraft may arrive from a maintenance hangar, another gate or a remote parking area. Empty aircraft are also pushed back from the gate and then towed to a maintenance hangar, another gate or a remote parking area.

In all instances, the supervisor shall ensure that the gate area is ready for aircraft movement by ensuring that all vehicles and equipment are outside the aircraft clearance zone equipment limit lines and that the gate area is clear of debris.

15.2 Moving Empty Aircraft

The movement of empty aircraft to or from the gate must be carefully planned and based on specific procedures. A qualified maintenance person or pilot must be in the cockpit.

The maintenance person/pilot will control the aircraft brakes (unless a towbarless tug is used), anti-collision beacons and navigation lights. The maintenance person/pilot, or the tow vehicle driver, will also obtain and follow radio clearances from the air traffic controller in the airport tower.

Turning on the aircraft logo lights, if available, will help the air traffic controller see the aircraft at night or in low visibility.

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16 Severe Weather ...... 16-1 16.1 Introduction ...... 16-1 16.2 Types of Severe Weather ...... 16-1 16.3 Responsibilities ...... 16-1 16.4 Ramp Closures ...... 16-2 16.5 High Winds ...... 16-2 16.5.1 Winds between 24 kph to 72 kph (15 mph to 45 mph) ...... 16-2 16.5.2 Winds greater than 24 kph (45 mph) ...... 16-2 16.6 Blizzards and Freezing Temperatures ...... 16-3 16.6.1 Ground Support Equipment and Ramp ...... 16-3 16.7 Low Visibility ...... 16-3 16.8 Lightning ...... 16-3

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16 Severe Weather

16.1 Introduction

Severe weather conditions can pose significant problems for line personnel. The many local variations around the world preclude detailing specific policies and procedures for coping with severe weather.

To maintain a safe work environment, employees must use caution and follow severe weather policies in inclement weather and in times of low visibility.

16.2 Types of Severe Weather

Each airport and airline should develop detailed policies and procedures for coping with severe weather conditions typically encountered in their areas. Severe weather conditions include:

• Strong winds; • Monsoons; • Thunderstorms; • Tornadoes; • Hurricanes/typhoons/cyclones; • Sandstorms; • Low/high temperatures; • Blizzards; • Freezing rain/drizzle/fog; • Floods; and, • Fog, mist or haze.

16.3 Responsibilities Station Managers or designated personnel are responsible for: • Monitoring severe weather in the vicinity of the ramp • Consulting the National Weather Service and control tower for updated weather information Ramp Supervisors are responsible for preparing the ramp for inclement weather conditions to prevent injury to employees and damage to ground support equipment and aircraft.

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16.4 Ramp Closures Severe weather can cause ramp closures. When the ramp is closed, downloading and uploading of baggage and cargo is prohibited. When Tower Operations or Station Operations personnel notify ground personnel the ramp is closed, employees are instructed to: • Seek shelter immediately. • Be prepared to return to work once the conditions improve and the ramp reopens.

16.5 High Winds

16.5.1 Winds between 24 kph to 72 kph (15 mph to 45 mph) • Verify both main gear and nose gear is chocked as described in Section 10.11.4. • Secure all cargo bins netting in cargo compartments. • When possible, attach tow bar and pushback tractor to the aircraft. • Ensure fuel carts and ladder stands are secured by either chocks or applied brakes. • Secure, or stow indoors if possible, all ramp equipment such as chocks, cones, wands, and FOD barrels.

16.5.2 Winds greater than 24 kph (45 mph) • Do not operate the belt loader booms. • Close all service panels. • Close all cargo compartment doors. • Close loading bridge door. • Remove or secure loose equipment in loading bridges. • Retract loading bridges as far as possible from the aircraft. • If possible, move all baggage, freight, or other items not yet loaded to an indoor location. • Secure baggage carts indoors, if possible. If left outside:

o Park equipment away from aircraft and parallel to the aircraft with the brakes set.

o Disconnect carts so each cart is held by its own brake or attach a vehicle to the carts to hold them in place.

o Open curtains on empty baggage carts.

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• Disconnect all ground support equipment from the aircraft except the pushback tractor, ground power, and conditioned air. • Attach the pushback tractor to the aircraft and park it directly in front of (nose to nose) the aircraft with the parking brakes set. • Lower high-lift vehicles and deploy stabilizers.

16.6 Blizzards and Freezing Temperatures During blizzards and freezing temperatures, operations vary from standard operations. Shut the aircraft main cabin door when not in use by passengers.

16.6.1 Ground Support Equipment and Ramp Perform the following prior to operating GSE when snow, ice, and temperatures below 4 degrees Celsius (40 degrees Fahrenheit) exist: • Start GSE and allow the engine to warm up for approximately five to 10 minutes. GSEs may be left running unattended provided:

o The transmission selector is placed in neutral or park o The parking brake is set o The vehicle is properly chocked o The operator can clearly view and monitor the GSE • Remove snow and ice from the vehicle. • Where applicable, clean snow and ice from passenger mobile stairs or loading ramps prior to use. • Drive equipment in first gear, or less than 8 km ph (5 mph), to guard against employee injury or damage to GSE or aircraft. • Notify maintenance if:

o Snow or rain is blowing into the engine intake areas. o Service ports are frozen.

16.7 Low Visibility • Drivers must reduce and adapt vehicle speed as required by the present conditions to ensure safe operation of ground support equipment in times of low or restricted visibility.

16.8 Lightning • If lightning strikes within 8 kilometers (5 miles) of the airport, conditions are too dangerous to continue ramp operations. Refer to Section 16.4 for more information.

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17 Aircraft De-/Anti-Icing ...... 17-1 17.1 De-/Anti-Icing of Aircraft Procedures ...... 17-2 17.2 Training and Qualification of De-/Anti-Icing Staff ...... 17-3 17.3 Fluid Handling and Storage ...... 17-5

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17-ii Ground Handling Manual Rev 0 – 01 Apr 2015 Uncontrolled When Printed or Downloaded Copyright © 2017 Lao Airlines. All Rights Reserved. Chapter 17 – Aircraft De-/Anti-Icing Aircraft De-/Anti-Icing

17 Aircraft De-/Anti-Icing

When Lao Airlines operates flights to/from an airport with conditions conducive to ground aircraft icing they therefore require a de-icing/anti-icing program, all de-icing requirements of Lao Airlines are fulfilled by external service provider(s).

Deicing safety is a paramount obligation to our passengers, our employees, and for the protection of our aircraft. We must give close attention to deicing procedures to ensure that airplanes take off with the capability of meeting their certified performance and handling characteristics. We also want to eliminate personal injury or equipment damage during the deicing process.

Lao Airlines SQS department will be required to provide oversight and guidance to third party handlers. Each operator must have a training program in affect that meets the minimum training requirements as outlined below. Each ground employee that holds a position with operational requirements must take both initial and recurrent training.

Policies and procedures of De-/Anti-icing Program are in places that result in: • Standardized methods of fluid application; • Compliance with specific aircraft limitations; • A clean aircraft through proper treatment of applicable surfaces.

It is the responsibility of the Station Manager or representative affecting a contract concerning de-icing/anti-icing to ensure that the following minimum requirements are included in the contract.

• Adherence to the Clean Aircraft Concept; • Define responsibilities within the program; • Address applicable locations within the route network; • Define areas of responsibilities; • Specify technical and operational requirements; • Specify training and qualification requirements; • Adequate facilities and equipment, based on aircraft type, are available for the safe delivery of de-icing services.

To monitor the performance of the service provider and to assist the SQS Department the Lao Airlines Technical Department will periodically verify with the provider that the correct facilities and equipment are being used for aircraft de-/anti- icing operations are working in a correct safe manner.

17.1 De-/Anti-Icing of Aircraft Procedures

No aircraft shall be allowed to depart with contamination on the airframe and this can be prevented by a process of anti-icing and removed by de-icing. Procedures are well defined in other documents and this section will provide guidelines for safe de-/anti-icing operations:

• de/anti-icing operations must be performed with extreme caution to prevent injury to personnel and damage to aircraft and equipment; • The term de-icing should be based on this section and considered to cover the anti-icing process; • All staff involved in any stage of de-icing operations must be property trained, qualified and have access to information regarding specific procedures for the aircraft they are servicing; • If any de-/anti-icing functions will be conducted by external ground handling agents or service providers, the program describers and defines specific control processes that ensure all de-icing and anti-icing requirements of the operator are fulfilled by external service providers; • Prior to winter season all involved staff must undergo refresher training to maintain their qualification. This qualification must be verified by written examination; • Prior to de-icing, accumulations of snow may be removed by process approved by Lao Airlines. This can include the use of brooms, brushes, scrapers or ropes but extreme caution must be taken to avoid damage to pitot tubes, antennas, etc; • De-icing Fluids must be stored in accordance with the manufactures instructions and tested regularly to ensure no degradation has occurred; • The operators published holdover charts must be observed; • Communications must be in a standard format. Ensure two way communication between Flight Desk and Ground Crew is maintained prior, during and when finalizing de-icing; • To ensure flight safety, on completion of the de-ice process the Pilot-In- Command (PIC) must be informed, using carrier defined de-icing code, of the measures taken. At a minimum this must include:

o Fluid type o Fluid Mix o Date and Local start time of final step o Fluid brand name o Confirmation of final check and aircraft clean • Fluids used in de-icing and anti-icing operations are:

o Stored, handled and applied in accordance with criteria established by Lao Airlines, fluid manufacturer and aircraft manufacturer;

o Manufactured in accordance with ISO specifications. • The aircraft is properly configured prior to beginning the de-/anti-icing process;

• The flight crew receives all necessary information relevant to fluid(s) applied to the aircraft surfaces; • The flight crew receives confirmation of a clean aircraft; • The flight crew receives an “all clear” signal at the completion of the de-/anti- icing process and prior to aircraft movement.

o If there is any doubt, this must be agreed with Pilot-In-Command (PIC) prior to commencing the de-icing process; • Post de-icing inspection, where this is delegated to ground staff it can only be performed by a suitably qualified person and this person should be able to identify them self by issuing a personalized release. • Currently Lao Airlines would only experience de-icing in their Seoul and Beijing stations. Lao Airlines Quality Assurance Department is responsible to verify that any de-icing handler has the correct training and equipment for de/anti-icing of the Airbus 320 aircraft.

17.2 Training and Qualification of De-/Anti-Icing Staff

The area of de-icing training shall be divided into the following parts:

• Theoretical – shall have a written examination with a passing rate of minimum 80%; • Practical – should have a demonstration of skill; • Each part shall have a test to verify that correct procedures have been understood. The training shall be divided into different groups according to the level of qualifications/operation. The training program should include all elements of training, levels of qualifications, verification of success, functions, duties, responsibilities, quality control, regular overview of instructing and record keeping.

The sample of content of de-icing training shall cover the following at a minimum:

Introduction

• Company Overview, Organization, General Policies, and Safety • Duties and Responsibilities • Definitions and Terms • Lao Airlines Manuals

Seasonal Preparations

• Pre-season and In-season Preparations • Determining Factors for Implementation • Implementing Deicing Operational Procedures • Techniques to Prevent Contamination

Fluids

• Qualified Fluids • Types and Characteristics of Fluids • Fluids Process and Records • Fall Restraining Devices, if required

Contamination Identification

• Techniques for Recognizing Contamination • Special Emphasis on Clear (Glaze) Ice • Conditions Conducive to Aircraft Icing (On Ground) • Loss of Fluid Effectiveness • Representative and Critical Aircraft Surfaces • Required Checks and Inspections, Procedures and Responsibilities • Critical Areas to Clear when Performing Checks and Inspections

Aircraft Deice/Anti-Ice Procedures

• When Deicing/Anti-Icing Procedures are Required • Cold Weather Preflight • Aircraft Departure Policy • Planning, Communications and Oversight Policy • Pre-deice Coordination/Aircraft Configuration • Deice Fluid Application Procedures • Aircraft Discrepancies/Interruptions in Deicing • General Application Practices • Sensitive “No Spray” Areas • Deice Fluid Application Procedures – Engine(s) Running • Post Deice Check Procedures • Anti-Ice Fluid Application Procedures • Post Anti-Ice Check Procedures • Post Deice/Anti-Ice Communication Procedures • Pre-takeoff Check

Holdover Tables

• Procedures for Use of Tables and Times

17.3 Fluid Handling and Storage

Fluid handling is an important part of the de-icing/anti-icing operational process. The fluid shall be received, stored, pumped and used with the same level of quality throughout all processes. If the batch received is poor or the storage degrades the fluid, then no de-icing/anti-icing can be performed with that particular batch. Each container/road tanker shall be checked. Make sure that the brand name and the concentration of the delivered fluid corresponds to the brand name and the concentration of the storage or vehicle tanks.

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18 Load Control ...... 18-1 18.1 Load Control Principles ...... 18-1 18.2 Regulatory Requirements ...... 18-1 18.3 Airport Weight Scale Calibration ...... 18-1 18.4 Fleet Operating and Standard Weights ...... 18-2 18.4.1 A320 ...... 18-2 18.4.2 ATR72-600 ...... 18-2 18.4.3 Approved Standard Weights ...... 18-2 18.4.4 Special Weight Passengers ...... 18-3 18.5 Load Control Process Flow ...... 18-3 18.5.1 Load Control Process Flow Diagram ...... 18-4 18.6 Load Control Requirements ...... 18-5 18.7 Load Information Exchange ...... 18-5 18.8 Load Planning ...... 18-6 18.9 Off-Load Planning ...... 18-6 18.10 On-Load Planning ...... 18-6 18.11 Aircraft Loading ...... 18-7 18.12 Reporting Actual Load ...... 18-7 18.13 Last Minute Changes ...... 18-7 18.13.1 General ...... 18-7 18.13.2 Procedures ...... 18-8 18.13.3 Table of Limits ...... 18-9 18.14 Notification to the Captain (NOTOC) ...... 18-10 18.15 Weight and Balance Calculation ...... 18-10 18.16 Departure Control System (DCS) Process ...... 18-11 18.17 Reports and Messages ...... 18-12

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18 Load Control

18.1 Load Control Principles The safety of a flight requires accurate planning, recording and reporting of all actual loads boarded on to an aircraft. Documented communication is required to ensure correct weight and balance calculations are conducted prior to an aircraft’s departure.

18.2 Regulatory Requirements Operational load control records must be retained in accordance with all applicable regulatory and operating airline requirements and include Load Control documentation for each flight in accordance with Section 10 of this manual. The Load Control process must have an audit trail for each departure: • Weight and Balance records must be retained for a period in accordance with applicable regulations or requirements of operating airline, but no less than a period of three months. • The airline will identify specific loading positions within each aircraft type for the purpose of planning and positioning the load in the aircraft. • The airline will specify the requirements for presenting load information in load documents, reports and messages. • Forms used in the load control process must be in compliance with the airline’s Operations Manual. • All scales (Weight bridges) used for weight determination of load and clearance measuring systems must be calibrated or checked at intervals determined by the operating carrier or state.

18.3 Airport Weight Scale Calibration Ground Operations will ensure that accurate weight scales are made available to determine the weight of baggage. All scales are periodically and annually checked and calibrated with calibration certification records being retained by the Airport Authority. Each weight scale will have a weight calibration check performed daily prior to the beginning of check-in operations to verify that any variance is not outside of 2Kgs. If the variance is more than 2 Kgs, that scale must be taken and marked as "Out of Service" and the Airport Authority advised to have it calibrated and inspected (e.g. - 1.9Kgs - =1.9Kgs) If the weight is within the correct range the scale may be used. At a minimum of once per year the Airport Authority will have the scale calibrated and inspected and upon successful inspection a sticker will be attached to the scale identifying the date the calibration certification expires.

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The scale company will issue a scale calibration certificate that will be retained by the Airport Authority and the SQS Department will be responsible to audit the calibration certificates of each airport by using the GRH-01 Station Audit Checklist.

18.4 Fleet Operating and Standard Weights

NOTE: All weights cited in this section are in kilograms.

18.4.1 A320 Refer to the most current Aircraft Handling Manual for standards weights and aircraft limitations.

ATR72-212A Refer to the most current Aircraft Handling Manual for standards weights and aircraft limitations.

18.4.2 ATR72-600 Refer to the most current Aircraft Handling Manual for standards weights and aircraft limitations.

18.4.3 Approved Standard Weights

18.4.3.1 Passengers and Crew

CHILDREN Standard Infant Passenger A320 Weight ATR72 ATR72 Passenger Weights Baggage Flight & (2 to 11 Flight Cabin Stations Weight (Under 2 Weight Cabin Years Crew Crew Years) [Per Piece] Crew (M/F) Inclusive) Actual All checked 75 35 10 baggage 80 80 75 Stations weights MUST be used.

NOTE: Groups of ten (10) or more passengers, such as sports teams, whose mean weight clearly exceeds the standard weight for the sector, will be checked- in using the "S" (sports team) category.

18.4.4 Special Weight Passengers

18.4.4.1 General The Station Manager or Station Supervisor is responsible for monitoring group check-in to ensure that passenger groups that fall outside the standard weight allowances/ do not comply with conventional aircraft loading weight allowances (e.g. school groups of children or sporting groups of large adults) are reported to the Flight Crew. The Flight Crew will review the impact of such groups’ estimated weight variation on the center of gravity limitations, and, if there is any perceived or actual risk of exceeding the center of gravity envelope, may request the passengers be distributed in seats throughout the cabin rather than being seated together (so the weight variances are distributed), and if deemed safety critical may be weighed. The Station Manager or Station Supervisor shall perform these requirements as instructed.

18.5 Load Control Process Flow • Cargo to aircraft; • Mail to aircraft; • Mail weight/destination/category/special cargo information to Load Control Office; • Cargo weight/destination/category/special cargo information to Load Control Office; • ZFW/Aircraft registration/Route to Flight Planning System; • Flight plan including Take-off-/Trip-Fuel/Maximum Gross Weights to Flight Dispatch/Load Control Office; • Transfer passengers number/category/destination/class/status to Load Control Office; • Transfer baggage weight/number/category/destination/class to Load Control Office; • Any use of ballast, fly away kits, CoMAT must be shown (added) on load-sheet; • Local baggage weight/number/category/destination/class to Load Control Office; • Local Passengers number/category/destination/class/status to Load Control Office; • Baggage weigh/number/category/destination/class to Load Control Office; • Baggage to aircraft; • Passengers to aircraft; • Cross-check/LMC information to Load Control Office for final loadsheet; • Final Load sheet/NOTOC/Fuelling Order/Flight Plan to Flight Deck (Cockpit).

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18.5.1 Load Control Process Flow Diagram

18.6 Load Control Requirements Loading Instructions will be generated by: • The applicable airline’s approved weight and balance system. • A trained load control agent, including load planning facility. The load control agent must collect all applicable weight and balance and commodity data including: • Passenger Load Information and Distribution; • Hold baggage and if applicable individual or cumulative weights; • Gate delivery items, including individual or cumulative weights; • Any use of ballast, fly away kits, CoMAT must be shown (added) on load-sheet; • Other non-normal items that must be considered in the load control process; • Special load information; • Cargo and mail; • Aircraft technical kit in hold. The responsibility for completion of the final load sheet must be by one of the following: • A trained load control agent at the station or load control office at main station; • The operating flight crew (pilots). Ensure the final information provided to the flight crew on the final load sheet is in agreement with the actual load on the aircraft.

18.7 Load Information Exchange Before departure, a verbal exchange of load information or data that could affect aircraft final weight and balance calculations must be: • Manual or electronically documented; • Confirmed prior to flight departure. Ensure that for any discrepancies associated with the accuracy of the final weight and balance figures for a flight: • Information to the flight crew and operating airline without delay.

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18.8 Load Planning The following considerations are used in the planning process: • Type of aircraft prepared for service; • Fuel load and distribution; • Aircraft equipment, Catering, EIC, Crew, etc; • Planned dead load; • Expected passenger load and distribution; • Aircraft manufacturer’s defined and company imposed limitation; • Specific requirements of operating airline; • Special loads.

18.9 Off-Load Planning A LIR/OIR (manual or electronic) is issued prior to aircraft arrival for incoming/transit flights. Refer to up line CPM or LDM and include the following: • Baggage details (In handling sequence and priorities required by the airline); • Cabin load; • Containers and pallets; • Cargo, mail and EIC; • Summary of Special Load; • Flight details, which may include date, registration, issue number, etc; • Any other requirements of the airline.

18.10 On-Load Planning A signed LIR (Manual or Electronic) is issued for each flight and includes the following: • Load Planner or controller and contact details; • Hold content instructions; • Planned baggage; • Planned cargo, mail and EIC; • Priority baggage; • Business and VIP baggage; • Crew baggage (for placement, but not recording the weight); • Transfer or connection baggage; • Summary of Special Load; • Flight details.

18.11 Aircraft Loading Before Loading, the hold shall be visually inspected for damage that can affect the load capacity. A qualified individual must supervise the loading of the aircraft and provide a signed confirmation to say: • The aircraft has been loaded as instructed, including any special load instructions; • The bulk load is correctly secured and nets are in use; • Special Loads have been stowed and secured according to regulations and operating airline’s procedures; • The holds or compartments are free of any foreign objects; • Any deviations are noted.

18.12 Reporting Actual Load All commodities must be reported or recorded per destination on the Load Instruction Report (LIR) including: • The total number of bags and commodities in each compartment (e. g local, connection and priority); • Cargo net weight (in kg); • Special Load information; • Crew bags count; • Any other specialized information required by the airline.

18.13 Last Minute Changes

18.13.1 General Last Minute Change (LMC) is weight adjustment to the aircraft after the load sheet has been produced. LMC tolerances have been designed to allow changes to take place without the need to recalculate the aircraft weight and balance. These tolerances are dependent on aircraft type. The overall LMC change is established by adding together the total weight ON and the total weight OFF. (The OFF weight should not be subtracted.) For Example - 100kg of cargo moved from Compartment One to Compartment Two equals 200kg of change. (100kg off CPT 1:100kg on CPT 2). Provided this overall LMC does not exceed the maximum published LMC weight allowed, and weight is available, changes to the load sheet can be made without adjustment to the balance (trim).

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In addition to establishing the weight and index details of the change, strict procedures must be followed to ensure that the load sheet reflects the correct information. If any last minute changes (LMC) occurs after the completion of the final load sheet, this must be brought to attention of the flight crew and the LMC must be entered on the final load sheet. LMC includes: • Changes to the baggage counts or weights. • Changes to cargo, mail, fuel and EIC weights. • Passengers that are added or offload from the flight. • Movement of any dead load. The maximum allowed change in the number of passengers or hold load acceptable as a LMC is specified in the procedures below. If this number is exceeded, a new final load sheet must be prepared. If the flight crew has already been provided with a final load sheet, the LMC can be transmitted via head set (Interphone). The flight crew adds LMC on the original final load sheet copy and load control agent adds LMC on his copy. If ACARS is available, the adjusted final load sheet or LMC slip may be generated and transmitted to the crew using ACARS.

18.13.2 Procedures

18.13.2.1 Last Minute Changes (LMC) – Deadload The documented procedures for ramp clearance, when followed should prevent last minute changes. Every effort must be made to ensure ramp clearances are given at the appropriate time and are therefore accurate and final. Loading foremen must assess the loading status of each aircraft before passing the ramp clearance and ensure, to the best of their ability, that no changes will be required. Should exceptional circumstances require deadload to be onloaded or offloaded from the flight after the ramp clearance is given, the Load Controller must be advised by phone immediately and before the change is made. These procedures apply only prior to aircraft take-off. Changes recognized and required after take-off are deemed as errors and should be handled using the appropriate procedures. For LMC after the ramp clearance has been given and before the load sheet has been sent to the aircraft, the Load Controller will adjust the system for the LMC. For LMC after the load sheet has been sent to the aircraft, the flight crew must be advised immediately, using ATC if required, and the aircraft held until the load sheet can be adjusted. Load Control must adjust the system for the LMC, manually send the second ACARS load sheet and verbally confirm with the Flight Crew receipt of the revised load sheet and destruction of the original load sheet.

18.13.2.2 Last Minute Changes (LMC) – Passengers The documented procedures for passenger clearance, when followed should prevent last minute changes. Every effort must be made to ensure passenger clearances are given at the appropriate time and are therefore accurate and final. Customer Service staff must assess the boarding status of each aircraft before passing the passenger clearance and ensure, to the best of their ability, that no changes will be required. Should exceptional circumstances require passengers to be onloaded or offloaded from the flight after the passenger clearance is given, the Load Controller must be advised by phone immediately and before the change is made. These procedures apply only prior to aircraft take-off. Changes recognised and required after take-off are deemed as errors and should be handled using the appropriate procedures. For LMC after flight finalised (FF) but before the passenger clearance has been given, Airport Coordination must be advised and approve the LMC. Customer Service staff must contact Service Control who will advise Load Control by phone immediately. Service Control must re-open the flight, take the appropriate system action (passenger/s either checked-in or offloaded) and finalise the flight. The Load Controller must be advised when the transaction is completed. For LMC after the load sheet has been sent to the aircraft, Airport Coordination must be advised and approve the LMC. Customer Service staff must contact Service Control who will advise Load Control by phone immediately. Load Control must advise the flight crew via ATC if required and the aircraft held until the load sheet can be adjusted. Service Control must re-open the flight, take the appropriate system action (passenger/s either checked-in or offloaded) and finalise the flight. The Load Controller must be advised when the transaction is completed. Load Control must manually send the second ACARS load sheet and verbally confirm with the Flight Crew receipt of second load sheet and destruction of first load sheet.

18.13.3 Table of Limits

Aircraft Tolerance A320 500 kg ATR72 300 kg

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18.14 Notification to the Captain (NOTOC) The flight crew must be provided with a notification concerning any special load as required by the airline (i.e. PER, AVI, HEG, and HUM) on board the aircraft in the form of a NOTOC (Notification to Captain). • Such notification must include special load items that have been loaded on the aircraft at a previous departure point and that are to be carried on a subsequent flight. • Transit or joining NOTOC is presented to the captain. • For changes or repositioning of transit special loads, a new NOTOC is issued. • A separate NOTOC shall be prepared for each station en-route. • The NOTOC must indicate the location on the aircraft where the special load was loaded. • The NOTOC must contain the name and be signed by the individual whom prepared the NOTOC, the Loading Supervisor and the Captain. • The signed NOTOC verifies.

o The package was not leaking when inspected. o Was in acceptable condition prior to loading. o Was secured on aircraft compartment floor when loaded. • The signed NOTOC must be retained in the flight file.

18.15 Weight and Balance Calculation When applicable, a weight and balance pre-calculate shall be produced. Calculations of the aircraft weight and balance must be conducted to ensure: • The weight calculation does not exceed the structural limits of the aircraft type; • An accurate balance calculation that results in centre of gravity within forward or after balance limits for the aircraft type. Weight and Balance Calculations must: • Be based on current aircraft weight and balance data; • Considered limitations imposed by operating airline; • Take into account the expected load; • Determine if the metric system or imperial units are used in weight and balance calculation. The load control process must utilized passengers and baggage weights for weight and balance calculations that are in accordance with requirements of the airline, including: • Persons travelling in crew seats; • Accurate weight of the load including bulk transfer load.

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All weight and balance calculations for each passenger flight must account for the individual or cumulative weight of: • Hold baggage; • Gate delivery items. • Non-normal load items. Non-Normal weights must be clearly identified and communicated to Load Control to be considered for Weight and Balance purposes. A check-In agent that identifies any non-normal item will weigh the item and enter the accurate weight into the DCS system. If the boarding agent identifies any passenger with any of the above non-normal exceedances the agent will notify the LoadMaster. The LoadMaster will attend to approximate the additional weight and communicate this weight to Load Control. The Loadmaster working on the ramp will identify any additional exceedances. The LoadMaster will communicate any exceedances to Load Control through phone or walkie-talkie and if the cumulative weight is over the aircraft LMC tolerance the Load Control will issue a new LIR. If there is any doubt on the total weight of all the non- normal items all items will be weighed using a scale and as required a new LIR will be issued. Crew rostering will be informed of any person that will be flying in the jump seat. The rider will be added to the General Declaration and the GD will be transmitted to Load Control for W&B calculations.

18.16 Departure Control System (DCS) Process

18.16.1.1 DCS for Load Control Each departing flight is represented in DCS as a route capacity control advice (RCCA). This data is used by DCS to create a "live" flight in the system. These records are set to create automatically in conjunction with the current flight schedule. The following actions must be carried out during set-up for every flight: • Check aircraft registration, aircraft type, aircraft configuration, pantry and crew codes, basic weight and index. (Refer to the applicable aircraft Section of this Manual for fleet operating and standard weights.) • Confirm the correct departure time. • Enter any applicable service weight adjustments. • Confirm the correct passenger weight constant (PC) are in use and adjust if required. • Enter the load controller’s name and certification number. • Assign the monitor position to the flight. • Enter the gate number into DCS • Enter the load controllers name and telephone contact.

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18.16.1.2 Data for Weight and Balance At check-in closure, the load control agent records or receives, as per the airline requirements: • The total numbers of passengers check-in. • The total of males, females, children and infants or number of adults, children and infants (depending on the system used). • The total weight of baggage. • The breakdown of seating distribution of passengers within each trim zone.

18.17 Reports and Messages Produce and transmit messages in standard format, as required by the airline, for example: • CPM - Container/Pallet Distribution Message. • LDM - Load Distribution Message. • GD - General Declaration. Message must be sent by the originating station to addresses specified by the airline.

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19 Ground Operations Training ...... 19-1 19.1 Training Introduction ...... 19-1 19.1.1 Training Policy ...... 19-1 19.1.2 Training Objective ...... 19-1 19.1.3 Training Process ...... 19-2 19.1.4 Training Tracking System ...... 19-6 19.1.5 External Service Provider Training ...... 19-7 19.2 Training Program ...... 19-9 19.2.1 General Training ...... 19-9 19.2.2 Specific Training ...... 19-10 19.3 Lao Airlines Classes and Rosters ...... 19-18 19.4 Training Requirements for Ground Handling Agents ...... 19-19 19.4.1 Training Requirements for each Function ...... 19-19

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19 Ground Operations Training

19.1 Training Introduction

19.1.1 Training Policy The Director Ground Operations is responsible for the implementation and quality of the training of ground handling department personnel, including the personnel of external service providers, and has the authority to establish and modify the Company's policies, procedures, instructions, and information for the training of ground handling department personnel. The Director Ground Operations understands the controls, processes, measurements, and interfaces associated with this responsibility and will review and update the training program on a continuous basis to ensure that the content remains relevant and up-to-date and meets changes to regulatory requirements. Ground Operations includes various functions and have different minimum training requirements. After completing the HR recruitment process, ground operational personnel who perform duties in functions within the scope of ground operations shall complete initial training in accordance with the Lao Airline Training Program to become qualified prior to being assigned to perform such duties. Recurrent Training is conducted periodically to refresh personnel on all procedures and skills learned and will be conducted on a frequency in accordance with requirements of the Lao Airlines Training Program and regulatory conformance.

19.1.2 Training Objective

The objective of ground operations training is to ensure that learners are provided with the necessary skills, knowledge, and experience to accomplish their tasks in a safe and efficient manner.

19.1.2.1 General Training Policies • All Lao Airlines Ground Handling Staff shall be appropriately trained to become qualified prior to being assigned to perform operational duties. • All staff will maintain current by completing recurrent training within a timeframe on a frequency in accordance with requirements of the Lao Airlines Training Program and regulatory conformance. • Training courses will be continually reviewed and updated to remain current and relevant based on changes to regulatory conformance and standards. • Reviews will include updating familiarization of applicable regulations, in-depth requirements on internal policies, procedures and operating practices, competency training of required GSE equipment, human factors in ground operations, and safety training on associated operational hazards. • Lao Airlines SQS Department will be responsible to ensure any External Service Provider providing service on behalf of Lao Airlines follows the standards of the Lao Airlines Training Program or equivalent training.

• Training records will be generated to record all training and records will be retained based on the Lao Airline SQS document retention policies. • Each training course will include a test and/or evaluation, whether written or oral, and the tests will be retained for future auditing purposes. As required, On- The-Job training will include a qualification process and any qualification will include written evidence of successful completion.

19.1.3 Training Process

19.1.3.1 Training Needs Survey

Flight Training and Standards Department has the responsibility to review training needs for each function as well as to ensure that the contents in each subject are the most up-to-date and relevant to the requirements of each function following (Specific Training) and (General Training).

As required the Training Department will conduct a survey of all stations and departments to request feedback on training, future training requirements and needs, suggested training courses, or any other training requirements.

19.1.3.2 Training Plan

In the last quarter of each year, the Flight Training and Standards Department will set up a yearly training plan as a guideline to arrange training courses for the next year taking into account the needs for new employee hiring, and initial and recurrent training.

19.1.3.3 Course Syllabus and Revision Process The content of training completed by Ground Handling Operations will be reviewed and updated so that the material is relevant, and provides the knowledge necessary to perform duties, execute procedures and operate equipment associated with specific ground handling functions and responsibilities. The Director Ground Operations is responsible to overview and direct the updating of the training material within the previous 12 months of the last review. The instructor of each program is responsible for developing the course syllabus as well as revising the material once there are any changes or amendments in relevant working procedures. A training meeting must be held at least once every 12 months to review feedback from the training conducted during the past year, changes to regulatory requirements, and updating of industry standards and best practices. In addition training material will be compared to any changes to the current edition of the IATA IGOM in relation to ground and cargo operations. • Upon completion of the meeting, minutes will be taken and retained to verify that the action items raised during the annual training review meeting are being completed. • The Director Ground Operations will monitor the action items of the meeting minutes.

o Any action items that are not actioned within the agreed upon time will be followed-up by the Director Ground Operations and assist where required in closing the action item. The purpose of the review is to continuously improve the curriculum and content of training programs and confirm at a minimum the following subject topics are reviewed and updated to provide: • Familiarization training on applicable regulations; • In-depth training on Company specific requirements, including policies, procedures and operating practices; • Training in human factors principles; • Safety training on operational hazards; and • Incorporate any changes in applicable regulations (IGOM), airport operations policies, procedures and/or workplace practices.

19.1.3.4 Test and Evaluation All staff involved in ground operations must be qualified according to industry standards within the scope of their assigned duties. They must be trained appropriately including testing or evaluation by written, oral or practical means, as applicable to demonstrate adequate knowledge, competency or proficiency to perform duties, execute procedures or operate equipment and to ensure personnel are appropriately qualified for their positions and operational roles in areas of the organization critical to safe and secure operations. In case the first test is unsuccessful a second retest may be offered. The second retest will be provided within two weeks after the first retest score is announced. Practical competency evaluations (e.g. Equipment operation) will be repeated a maximum of two (2) times. If after the second test the employee is unsuccessful with the test the employee’s job function should be evaluated by management. For those ground operations personnel who are unable to pass any retest, Lao Airlines will assign its staff to educate and monitor all activities and evaluate the ground operations personnel at the end of the probation period. In cases where external service providers do not meet Lao Airlines requirements after the probation period, the external service provider needs to seek alternative qualified personnel to perform work for Lao Airlines. All station operational activities, including, if applicable, those outsourced to an external third- party ground service provider shall be conducted under the direct oversight of supervision personnel. Ground Handling training will be audited by the Lao Airlines SQS Department to ensure that all employees, including external service providers, are current in all training requirements based on job functions by using various Quality Audit Checklists..

19.1.3.5 On-Job-Training

After having completed initial training and during the probation period, a ground operations employee has to attend on the job training at the work place and will be

supervised and coached by an authorized person to improve capacity and performance, as well as to maintain, upgrade and update skills throughout working experiences. Within 90 days of probation, the manager of the work unit or authorized person will evaluate the employee performance.

As part of the competency evaluation for GSE operations each employee that uses any form of GSE in their operational duties and accesses the ramp or AOA area will have to be checked out on each piece of GSE that they operate. As part of the GSE training program GSE Operator employees may receive their training through an airside training program that is offered by the Airport Authority and a copy of the Airside Drivers Permit may be maintained as training evidence.

19.1.3.6 Training Records Training records are managed in accordance with section 8.10 of the SQM and all training records will be maintained by the Training Department-Manager Training Administration. Each training course is created in house with training records being kept in an electronic and hard copy form and can be updated into each employee’s file. The electronic records will be periodically backed-up and are kept in a centralized computer system. Training records in hard copy are kept according to the date the training course is conducted and is retained as such: • Airport Orientation and GSE Operator & Competency- retained for the full-term of the staff members employment. • Dangerous Goods, Security Awareness, Ramp Safety, SMS, Aircraft Fueling- retained for 2 cycles of training (4 years). Once a recurrent record expires beyond the retention time the record will be destroyed. • All except Check-in & Gate Agent; • All staff that drive GSE only; • Fueling staff only. Individual training files will be maintained at the employees Station and/or at the Lao Airlines Headquarters and each employee file may contain training certificates, class attendance sheets, tests, or proof of attendance.

19.1.3.7 Instructor Qualifications

Each training topic will be taught by a qualified instructor that meets the following qualifications:

• If required, such as DG Awareness, instructor will attend and pass an approved training program or. (note) • Instructors experience is relevant to the material being delivered and suitable to management’s approval. • Instructor has taken and passed the Ground Instructors Course (TTT). • Instructor has been signed off by an approved instructor. • Have solid training capabilities and communication skills.

NOTE: (DGR 1.5.7.1) Unless otherwise provided by the appropriate national authority, instructors of initial or recurrent dangerous goods training programmes must have adequate instructional skills and have successfully completed a dangerous goods training programme in the applicable category or category 6 OR another training programme that additionally covers all aspects of the DGR prior to delivering such a dangerous goods training programme.

19.1.3.8 Approved Training Organization GHS Aviation Group, LLC is an approved training organization authorized by Lao Airlines to develop and deliver required training courses, supply qualified instructors, and sign Lao Airlines Training Center Certificates on behalf of Lao Airlines.

19.1.4 Training Tracking System Deputy Director Training & Standards is responsible to provide oversight and monitoring of the Master Training Tracking Sheet (TTS) and ensure that training records are complete and accurate and that employee training records reconcile with the Master Training Tracking Sheet. The Training Tracking Sheet is used to monitor an employees training records and will contain the following information: • Employees Name; • Employee ID #; • Functional Department; • Station; • Hire Date; • Course initial training date; • Current training date; • Recurrent Expiry date. The Training Tracking sheet is used as a tool to track training but also to be used as part of the yearly training calendar development. Monitoring of the TTS gives a picture of when an employees training is about to expire and that an employee is current in training requirements. Initial training must be planned for presentation during the first 2 weeks of a new employees start date. Planning for the delivery of recurrent training should occur 3 (three) months in advance of the base month expiry date. The Manager Scheduling and Coordination will monitor the TTS and ensure that courses are scheduled so that employees remain current in training. The Manager Scheduling and Coordination will supply a PDF copy of the TTS to each Station Manager and the Station Manager will monitor and ensure that employees are scheduled for recurrent training prior to the expiry of the recurrent training date. When new staff are hired by either the Human Resource Department or by a Station Manager, that function must notify the Training & Standards Department by e-mail of the new hire and schedule the employee for ground training prior to beginning an operational duty.

Note: Ground staff must maintain required training qualification currency at all times in order to perform unsupervised operational duties.

19.1.4.1 Grace Month Provisions

To allow flexibility in scheduling, a one month grace period is allowed for the completion of recurrent training. If training is accomplished in the month before or after the month it is actually due, it is considered completed “on-time.” Training records indicate “recurrent training completed in the early or late grace month” as applicable and the “base” month for the subsequent recurrent training remains unchanged if grace month provisions are used. The grace month may not be used to “grow” training intervals one month per year.

19.1.5 External Service Provider Training The Lao Airlines Ground Handling Department will evaluate the ground training program of all external service providers to ensure that training is equivalent to that of the Lao Airlines Ground Handling Training Program. Any evaluations or auditing may be in cooperation with the Lao Airlines SQS Department and the Quality Assurance Program. The Director Ground Operations will ensure that all external service providers training programs are evaluated and as such; • Any new external service provider will have their training program evaluated through the Lao Airlines audit program to ensure that training is at least equivalent to the training requirements of Lao Airlines. • At a minimum of once per year the SQS Department will audit the agent to verify that the agent continually meets Lao Airlines standards and policies and procedures as outlined in the Lao Airlines Training Program. • All external service providers must verify that ALL operational personnel attend, pass, and are qualified prior to beginning in a position with operational duties by completing initial training and are valid in all recurrent training. During an audit the minimum will be evaluated; • All required employees have successfully completed initial and recurrent training. • Training attendance and documentation is being recorded and retained for reference. • At a minimum training syllabi meets requirements of the Lao Airlines GHM- Training. • Course material is being consistently reviewed and updated. • Qualified trainers are delivering training. • Testing and/or competence evaluation is included in training. Where an external service provider is unable to meet the requirements of the Lao Airlines training program Lao Airlines Training Department will assist the provider, as required, and deliver a Train-The-Trainer program for the agent that will ensure that the training program and qualified trainer meets the requirements of the Lao Airlines Training Program. a) A Ground handling agent shall ensure the completion of required initial and recurrent training for operational personnel who are assigned to perform duties

for Lao Airlines. Such records shall be accessible for Lao Airlines to audit when required and/or during the approval or review audit. A Ground handling agent shall have the training records for all operational ground handling personnel in soft or hard copies and shall be kept in the office located at the airport where ground handling services are performed. Such records shall be readily accessible and shall be reviewed and updated regularly to ensure that the information is up-to-date. In order to validate the training process, supervisors and managers shall evaluate employees through an evaluation of learning to verify that the employee is qualified before performing any operational duties on an Lao Airlines aircraft.

19.2 Training Program

19.2.1 General Training

General training consists of the general information and knowledge for all ground and cargo employees or any employee with an operational need.

No. Subject Training Hours Initial Recurrent 19.2.1.1 Airport Orientation 6 N/A

19.2.1.1 Airport Orientation

Objective: The Airport Orientation course provides the necessary information to operational employees concentrating on risk and hazard identification and human factors of incidents and accidents that could occur in the workplace. The training allows the employee to understand on what is meant by the term “safety” and the standards and regulations that must be followed in ground operations.

Instructor: Experienced in airport ground operations and Lao Airlines QMS/SMS

Training Method: Lecture

Equipment: Projector, Computer, speakers

Material: Handout, most current copy of the PowerPoint presentation, tests, evaluation survey, copy of the GHM

Period: 6 Hours

Recurrences: Initial Only

Assessment: Written test (pass at 80%). If the attendees fail the exam, they need to retake it within 2 days. If the second attempt also fails, re-attendance is required.

Content: a) Introduction to Lao Airlines; b) Lao DCA Regulations (LCAR); c) Internal policies, procedures, and best practices; d) Lao Airlines Manual Suite; e) Overview of various Lao Airlines safety systems and programs; f) Human Factors for Ground Operations; g) Safety Hazard prevention and reporting; h) Lao Ground, Cargo, Comat procedures; i) Ramp Familiarization; j) Aircraft Familiarization (A320, ATR72); k) Additional Topics.

19.2.2 Specific Training

Ground and Cargo Operations personnel require specific knowledge necessary to perform tasks. Specific subjects for different job functions are taught in order to support the work of each function to increase effectiveness.

No. Subject Training Hours Recurrent Freq. Initial Recurrent (month) 19.2.2.1 Ramp Safety 6 3 24 19.2.2.2 Security Awareness 3 3 24 19.2.2.3 Dangerous Goods Awareness 4 4 24 19.2.2.4 Cargo Acceptance and Handling 24 24 24 19.2.2.5 Weight & Balance 21 12 24 19.2.2.6 GSE Operator & Competency X 19.2.2.7 Aircraft Fueller Training 6 6 24 19.2.2.8 Ground Handler De/Anti-Ice Training 19.2.2.9 SMS Training - Line Personnel 4 2 24 SMS Training - Management 4 2 36 19.2.2.10 Reserved 19.2.2.11 Station Manager Training 8 8 12 19.2.2.12 SITA Departure Control System 24 Course

NOTE: Unless specified otherwise, recurrent training will be the same contents and period as initial training.

19.2.2.1 Ramp Safety

Objective: To provide knowledge to operational personnel assigned to perform ground handling duties airside on how to work on the ramp in a safe and efficient manner while following internal standards and national regulations. The Ramp Safety training content is customized to the job function receiving the training.

Training material overviewed in Ramp Safety is equivalent to procedures contained in the IATA IGOM which can be used as an additional training source.

Instructor: Qualified instructor with ramp supervision experience and familiar using the Lao Airlines manual suite.

Equipment: Projector, Computer, speakers

Material: Handout, most current copy of the PowerPoint presentation, tests, evaluation survey, copy of the GHM

Period: 6 Hours

Recurrences: 24 Months

Assessment: Written test (pass at 80%). If the attendees fails the exam, they need to retake it within 2 days. If the second attempt also fails, re-attendance is required.

Content

a) Safety Philosophy & Terminology; b) Lao Airlines Ramp Policies and Procedures; c) Regulatory Compliance; d) Introduction to the Ramp/Driving; e) Safe Work practices/SOPS; f) Human Factors; g) Aircraft Hand Signals (job function); h) Aircraft Movement (job function); i) Hazard Identification & Prevention; j) Accidents, Incidents, & Near Misses; k) Baggage Handling; l) Slips, Trips, and Falls; m) Personal Protective Equipment; n) Safety Awareness and Reporting/SMS; o) Emergency Situations; p) Personal protective equipment (PPE); q) FOD prevention; r) Cargo and COMAT Procedures.

19.2.2.2 Aviation Security Awareness Refer to the Lao Airlines LSP 15.6.7 for course outline and curriculum.

19.2.2.3 Dangerous Goods Awareness

Refer to the Lao Airlines Dangerous Goods Manual – Training Program.

19.2.2.4 Cargo Acceptance and Handling

Refer to Cargo Operations Manual 13.2.5.

19.2.2.5 Weight and Balance

Objective: The Weight & Balance course provides the knowledge of weight & balance of Lao Airlines aircraft, aircraft load planning, loading documentation, and loading supervision.

Instructor: Experienced in aircraft weight and balance and loading procedures. IATA certification in Weight and Balance if required.

Training Method: Lecture

Equipment: Projector, Computer, speakers

Material: Handout, most current copy of the PowerPoint presentation, tests, evaluation survey, copy of all applicable load sheets and weight and balance training material.

Initial Period: 24 Hours

Recurrent Period: 12 Hours

Recurrences: 24 Months

Assessment: Written test (pass at 80%). If the attendees fails the exam, they need to retake it within 2 days. If the second attempt also fails, re-attendance is required.

Content:

• Aircraft weight and balance principles; • General Information; • Weights; • Fuel; • Principles of balance; • Structural strength limits; • Load control and distribution; • Aircraft locations; • Aircraft structural loading limitations; • Loading restraint systems; • Special loads;

• Load planning; • Loading instruction report; • Load & Trim sheet; • Documentation; • Messaging; • Filing; • Operational flight plans; • NOTAC; • Manuals Human Factors; • Other Topics.

19.2.2.6 GSE Operator & Competency

Objective: The GSE Operator Course is made up of two portions that includes in- class safety procedures and on-the–job training that requires each GSE Operator to be verified on their competency of operating ground servicing equipment.

Instructor: Qualified Train-The-Trainer, Ground Operations

Training Method: Lecture

Equipment: Projector, Computer, Speakers

Material: Handout, most current copy of the PowerPoint presentation, tests, evaluation survey, current copy of the GHM

Period:

• Initial In-class – 2 hours • OJT- Ongoing

Recurrences: Initial Only

Assessment: Written test (pass at 80%). If the attendees fail the exam, they need to retake it within 2 days. If the second attempt also fails, re-attendance is required. Operator will be required to be signed off for each piece of GSE through OJT.

Content:

• Airside Safety Procedures; • Fire and Evacuation Procedures; • Emergency Procedures; • Use of PPE; • Airside Driving; • Equipment Types; • Loading and Restraints; • Aircraft doors and hold systems; • GSE Maintenance Procedures; • Additional Topics.

19.2.2.7 Aircraft Fueller Training

Objective: The aircraft fueller training provides the required knowledge in the fuelling and safety procedures related to aircraft fuelling and the procedures necessary for oversight of third party handlers.

Lao Airlines SQS Department will be required to provide oversight and guidance to third party fuel handlers. Each operator must have an approved fueller training program in affect that fills the requirements of the Lao Airlines GHM Chapter 19 training program. Lao Airlines SQS will audit fuel providers training records and safety procedures at least once per calendar year to ensure that the handler is following the policies and procedures of Lao Airlines Manuals. Each fuel provider will be supplied with the current applicable Lao manual. The Station Manager and Ramp Coordinator will be responsible for monitoring of safety and servicing standards during each servicing of the aircraft.

Instructor: Experienced in applicable aircraft fuelling.

Training Method: Lecture

Equipment:

Material: Third party specific, auditing minimums.

Period: 6 Hours

Recurrences: 24 months

Assessment:

Content: • Personnel Safety • Personal Protective Equipment (PPE) • Spill Prevention • Spill Control and Clean-up • Environmental Conditions and Safety • Basic Fire Science • Classes of Fire • Fire Extinguishing Agents • Fire Extinguishers use training (PASS) • Aircraft Fueling Equipment • Proper Fueling Procedures • Bonding • Aircraft Fueling Vehicle Inspection • Fuel Facility Inspections • Additional topics.

19.2.2.8 Ground Handler De/Anti-Ice Training Refer to GHM 17.2.

19.2.2.9 Safety Management Systems Training Refer to SQM 10.2 for training program.

19.2.2.10 Reserved

19.2.2.11 Station Manager Training Upon hiring a new Station Manager or promotion internally to Station Manager, all Station Managers (SM) must attend initial ground training courses that includes but limited to: • Airport Orientation; • Ramp Safety; • Dangerous Goods Awareness; • Security Awareness; • SMS Training; • GSE Operator & Competency (Station Specific if SM drives airside). Within once a year after initial training, all Station Managers will attend a condensed Station Manager recurrent training course at the Lao Airlines HQ, or authorized destination, that will update the SM on any changes in their duties, responsibilities, or SOPs. At a minimum, the course will include: • Review of Station Managers duties, responsibilities, and SOPs; • Review and updates to initial training courses; • Update on any regulatory changes and internal policies and procedures; • Safety and human factors in ground operations review and update; • Review of the Lao Airline Manual Suite; • Review of ground operations training and training performance reviews; • Mandatory and function specific training review; • Review of the training documentation retention procedures: Training Tracking Sheet, certificates, attendance sheets, tests, other documents as required; • Review of Station Quality Assurance audits and reports; • Station specific questions and concerns: training survey, safety procedures, training gaps, etc. During the course, Station Managers, must sign an attendance sheet to show proof of attendance. The attendance sheet will be filed with the Training Department and maintained by the Manager Training Administration.

19.2.2.12 SITA Departure Control System Course SITA Departure Control System Course is designed for passenger check-in/gate agents that provides the information required to process passengers through the computer based DCS system and ensure that Lao Airlines check-in policies and procedures are completed correctly and efficiently.

Instructor: Customer Service Supervisor, Previous DCS Experience

Training Method: In-Class Lecture, OJT.

Equipment: Projector, computer, speakers, wireless presenter.

Material: Handout, most current copy of the PowerPoint presentation, tests, evaluation survey, As applicable computer with SITA software.

Period: 24 Hours

Initial Only:

Assessment: Written or Oral test (pass at 80%). If the attendees fail the exam, they need to retake it within 2 days. If the second attempt also fails, re-attendance is required.

Course Content • SITA Introduction; • Lao Airlines policies and procedures; • System function and control; • Flight Information Display (FID); • Seat Map / block seat / reserve seat; • Passenger survey display; • Passenger acceptance / modification / withdrawal; • Passengers boarding control; • Schedule flight data display; • Flight initialization; • Inbound and outbound display; • Protective cover/ flight equipment type change; • Membership.

19.3 Lao Airlines Classes and Rosters For each training course a class sign-in roster will be distributed for each participant to sign. The following information must be completed on the roster: • Name of course; • Location; • Instructor's Name; • Date of Training; • Employee Name; • Employee Number; • Job Function; • Employee Signature. Once the roster is complete the instructor will ensure that the roster is filled out and sign the form verifying that all information is complete. The instructor will add the roster to the documentation from the course and return to the Training & Standards Department. The Training & Standards Department will update the Master Training Tracking Sheet with the names from the roster as well as the date of the training. The roster will be filed in the Class Roster binder and secured in the documentation locker.

19.4 Training Requirements for Ground Handling Agents

19.4.1 Training Requirements for each Function

19.4.1.1 Check-in and Gate Agents

No Subject Initial Recurrent Recurrent Training Training Training Period 1 Security Awareness X X 24 months 2 Dangerous Goods Regulations X X 24 months 3 Airport Orientation X 4 SMS Training X X 24 months 5 SITA Departure Control System X X 24 months Course 6 Ramp Safety X

19.4.1.2 Driver/GSE Operator

No Subject Initial Recurrent Recurrent Training Training Training Period 1 Airport Orientation X 2 Dangerous Goods Regulations X X 24 months 3 Ramp Safety X X 24 months 4 Security Awareness X X 24 months 5 GSE Operator X 6 SMS Training X X 24 months

19.4.1.3 Ramp Handling Personnel - Loaders, Ramp Coordinator

No Subject Initial Recurrent Recurrent Training Training Training Period 1 Dangerous Goods Regulations X X 24 months 2 Ramp Safety X X 24 months 3 Airport Orientation X 4 Security Awareness X X 24 months 5 Cargo Acceptance and Handling X X 24 months 6 SMS Training X X 24 months

19.4.1.4 Aircraft Cleaner

19.4.1.5 Fuelling Personnel

No Subject Initial Recurrent Recurrent Training Training Training Period 1 Airport Orientation X 2 Ramp Safety X X 24 months 3 Aircraft Refueling Procedures X X 24 months 4 Aviation Security Awareness 24 months 5 SMS Training X X 24 months

19.4.1.6 De-/Anti-icing Staff

Normally, Lao Airlines does not operate to/from an airport with icing conditions. When Lao Airlines operates flights to/from an airport with conditions conducive to ground aircraft icing and therefore requires a de-icing/anti-icing program, all de- icing requirements of Lao Airlines are fulfilled by external service provider(s) approved by the respective authority.

Training and qualification of de-/anti-icing service provider staff shall meet the intent of Section 17.2 of this manual.

19.4.1.7 Station Manager Training

Initial Recurrent Recurrent No Subject Training Training Training Period 1 Airport Orientation X 2 Ramp Safety X X 12 months 3 Aircraft Refueling Procedures X X 12 months 4 Aviation Security Awareness X X 12 months 5 GSE Operator (station specific) X 6 SMS Training X X 36 months 7 Dangerous Goods Awareness X X 12 months

NOTE: Refer to GHM 19.2.2.11 for Station Manager Training, recurrent course.

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20 Ground Support Equipment (GSE) Maintenance Program ...... 20-1 20.1 GSE Repair and Preventive Maintenance ...... 20-1 20.1.1 Purpose ...... 20-1 20.1.2 Scope ...... 20-1 20.1.3 Responsibilities ...... 20-1 20.1.4 Procedure ...... 20-1 20.2 Unscheduled / Repair Maintenance ...... 20-1 20.2.1 Purpose ...... 20-2 20.2.2 Scope/Application ...... 20-2 20.2.3 Responsibilities ...... 20-2 20.2.4 Procedure ...... 20-2 20.3 Scheduled / Preventive Maintenance ...... 20-3 20.3.1 Purpose ...... 20-3 20.3.2 Scope ...... 20-3 20.3.3 Responsibilities ...... 20-3 20.3.4 Procedure ...... 20-4 20.4 Daily Inspection ...... 20-4 20.4.1 Purpose ...... 20-4 20.4.2 Scope ...... 20-4 20.4.3 Responsibilities ...... 20-4 20.4.4 Procedure ...... 20-4 20.5 Vehicle Inspection ...... 20-5 20.5.1 Purpose ...... 20-5 20.5.2 Scope ...... 20-5 20.5.3 Responsibilities ...... 20-5 20.5.4 Instructions ...... 20-5 20.6 Unserviceable Equipment ...... 20-6 20.7 GSE Maintenance Program Operational Checklist ...... 20-7 20.7.1 GSE Daily Operational Checklist ...... 20-8

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20 Ground Support Equipment (GSE) Maintenance Program

20.1 GSE Repair and Preventive Maintenance

20.1.1 Purpose

The Ground Support Equipment (GSE) Repair and Preventive Maintenance Program contains the methodologies and sequence of activities to be followed for scheduled and unscheduled maintenance of ground operations equipment and vehicles.

20.1.2 Scope

Passenger and Ground Service operational areas

20.1.3 Responsibilities

GSE Maintenance personnel

20.1.4 Procedure

Manager GSE Maintenance bears the overall responsibility of timely and effective planning for scheduled maintenance of all equipment and vehicles, employed in operations for smooth dispensation of operational activities.

Additionally, Manager GSE Maintenance is also responsible for the repair and unscheduled maintenance of unserviceable equipment and vehicles.

The Deputy Manager GSE Maintenance is responsible to assist in the coordination of maintenance activities over the network and to assist the Manager GSE Maintenance.

GSE Maintenance personnel ensure that maintenance activities are undertaken and completed effectively in a timely manner without hampering operations.

Commonly used spares should be kept on hand in stockrooms that is sufficient to satisfy operational requirements. Each stockroom shall have a spare parts checklist and re-order procedures so that parts usage can be tracked and re-ordered from approved suppliers so as not to run empty of spare parts. Spare parts will be issued through stockrooms and where parts are not available parts shall be ordered through the procurement process.

The Deputy Manager GSE Maintenance will evaluate any problems reported over the network regarding equipment repair/service on an individual basis and coordinate with the station for fixing any of the issues that may arise. Request for repairs or incidental break downs will be evaluated at the station level or by the Chief GSE Maintenance.

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Equipment for repair or broken down should be removed off the operational areas and towed or moved to the GSE Maintenance area and tagged out of service. Unserviceable GSE shall not be used to service any aircraft until repairs have been made.

GSE maintenance personnel will carry out any of the repairs to GSE and prior to returning equipment back to service equipment shall be verified that the equipment is working safely and functioning properly.

Repaired equipment will be returned back to operations and all necessary checklists and logs will be completed and filed for future use. The Chief GSE Maintenance will review any of the repairs and servicing as required and consistently look at how to improve the process.

20.2 Unscheduled / Repair Maintenance

20.2.1 Purpose

The following service delivery procedure is to be followed in the event a vehicle is found unserviceable while in operations.

20.2.2 Scope/Application

Lao Airlines Operations Areas

20.2.3 Responsibilities

All GSE Maintenance personnel

20.2.4 Procedure

Upon receiving a complaint of malfunctioning equipment during operations, the initial response will be by the GSE operations maintenance team who will attempt to address the malfunction on-site so as to avoid any delays and keep the equipment serviceable.

In case that the vehicle is under flight time constraints, for example: departure time, priority should be given to remove the vehicle from the aircraft, so as not to delay the aircraft.

Repairs must not interfere with the schedule of flights.

Upon finding GSE equipment unserviceable and deployed at an aircraft, the equipment will be removed and handed over to GSE Maintenance who will bring the vehicle to the maintenance shop.

The maintenance shop will fill in the logbook regarding the problem, after which they will determine whether a new part is required or the part is repairable.

In case a new part is required, they will consult with Chief GSE Maintenance.

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The mechanic will receive a new part from the selected supplier, depending on whether it is a consumable (oil, coolant, grease etc.) or spares (filters, general spares).

The part will be installed on the vehicle and after verifying its operation, fill in the logbook and return the vehicle back to operations.

In case the malfunction is repairable it will have to be determined whether it is an in- house job or outsourced job.

In case of in-house job, repair work will be performed and the logbook filled out.

In case of an outsource job, the Procurement Department will coordinate with the outsourced repair shop to have them collect the equipment and part and if applicable, repair, test, and return the equipment to operations.

A listing of all Lao Airlines Ground Service Equipment is available at the Passenger and Ground Service Department, and all manufacturers’ parts and repair manuals can be found in the GSE’s store room.

The Chief GSE Maintenance will check what parts are available and approve them for issue from the stockroom.

The responsible workshop will repair the equipment and, upon verification of work notify the supervisor that the particular equipment is repaired and ready to be returned back to service.

20.3 Scheduled / Preventive Maintenance

20.3.1 Purpose

The following Service Delivery Procedure is to be followed on a regular basis as recommended by the manufacturer to maintain equipment in an operable and efficient manner.

20.3.2 Scope

Lao Airlines Maintenance Area

20.3.3 Responsibilities

All Maintenance personnel

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20.3.4 Procedure • As per manufacturer’s recommendations, vehicles will be called in for the regular servicing. • Each station will create a preventive maintenance schedule based on the manufacturer’s recommendations, for each vehicle type/make and keep the schedule updated and readily available. • All the maintenance activities of Lao Airlines equipment will be recorded in their respective log book.

20.4 Daily Inspection

20.4.1 Purpose

The following Service Delivery Procedure is to be followed for the daily inspection to evaluate the serviceability of Lao Airlines equipment on a regular basis so as to maintain equipment in an operable and efficient manner and verify that the daily operational checklist is utilised as a preventative measure to maintain GSE in a serviceable mechanical condition.

20.4.2 Scope

GSE Maintenance personnel inspect all Lao Airlines operational areas and verify the serviceability of GSE.

20.4.3 Responsibilities

Daily Inspection personnel designated to this task are responsible for inspecting Lao Airlines equipment on a daily basis to observe for any signs of disorder or wear and tear that results from regular use. These personnel will be responsible to complete the Daily Operational Checklist.

20.4.4 Procedure

A daily inspection team will perform an inspection on the GSE operational equipment.

During their inspection, the staff will fill out a Daily Inspection Report.

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20.5 Vehicle Inspection

20.5.1 Purpose

The following instructions are to be followed for the inspection of all vehicles for any problems or damage, prior to being entered into service.

20.5.2 Scope

All vehicles deployed by Maintenance Operations.

20.5.3 Responsibilities

All Ground Support Equipment operators are to inspect all operational GSE daily.

20.5.4 Instructions • After beginning work, check GSE equipment according to the daily checklist. • Carefully view the GSE and if any signs of accident or damage exist, report the deficiency to the supervisor for servicing. • Conduct the following exterior inspection of the vehicle before operating vehicle.

o Leakage of oil from engine o Leakage of petrol/diesel o Diesel quantity (capped properly). o Bonnet is fixed properly. o Side and back mirror are intact. o Wind shield and wipers are serviceable. o Doors opening/closing correctly. o Air pressure in tire is correct. o Fire extinguisher is charged and valid. o Rubber buffers are intact. o Sign of any accident/damage.

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• Conduct the following electrical system inspection of the vehicle before entering the vehicle into service.

o Water level of battery and connection of terminal correct. o Upper half of head lights are painted black o Indicators are working correctly. o Tail and brake lights are working o Ramp beacon is working o Red lights are working o Horn is working • Start engine and check oil, fuel gauge and water meters

20.6 Unserviceable Equipment

Equipment with defective brakes, protective buffers (bumpers), steering tow couplings, lights, wheels or windshield wipers or with fuel or oil leaks must be removed from service. A “DANGER!” tag should be placed on the vehicle. Where applicable, use a positive lockout switch system as well.

The following procedures should be followed for unserviceable equipment and removed from the operations area:

• Notify the supervisor, who will notify GSE Maintenance. • Remove the vehicle from the area according to the emergency breakdown procedures. • Do not operate vehicles or equipment labeled unserviceable until they have been repaired and the supervisor has released them for use.

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20.7 GSE Maintenance Program Operational Checklist As a preventative measure, the Daily Operational Checklist has to be accomplished by an authorized operator of the GSE to verify and document that the equipment remains serviceable and in good working order. (DOC located in appendix) • So that GSE mechanical history is recorded and documented Daily Operational Checklists have to be compiled into a monthly report for Manager review and follow-up. • Daily Operational Checklists must be labeled accordingly and kept in a dry safe location and retained in accordance with Lao Airlines records keeping policies. • The authorized personnel doing the checklist must indicate clearly in the remarks section the following:

o Identified maintenance, mechanical or unsafe condition. o The needed preventative maintenance. o The expected “Return to Service” completion date. o The actual completion of services. • Once a Daily Operational Checklist identifies the need for service the responsible person is to report the service to an immediate supervisor along with the completed Daily Operational Checklist. • The immediate supervisor is to call/e-mail the Manager of GSE with the required service or repair. • The station supervisor will stand-by for further clarification on the expected repair or service time and whether the equipment will be repaired on-site or sent for repair to an outsourced mechanic. • The supervisor will inquire to the mechanic on the suspected repair or service that is required and the expected date of completion. • Depending on the severity of the repair in relation to costs, minor/major, station GSE supervisor is to gain financial approval for services. • After completion of the GSE service or repair the GSE is to be entered back in to ramp service. Prior to entering service the GSE supervisor is to check, inspect, and accept the GSE back in to service. • A final summary report is to be attached to the Daily Operational Checklist. All actions for repair are identified and documented, Manager of GSE is informed of the completion of work and that the GSE has been entered back into service.

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20.7.1 GSE Daily Operational Checklist

21 Glossary ...... 21-1 21.1 Acronyms...... 21-1 21.2 Definitions...... 21-4

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21 Glossary

21.1 Acronyms

AD Award Discount

AILR Aircraft Irregular Load Report

AVI Live Animals

CIP Company Important Person

DCS Departure Control System

DGR Dangerous Goods Regulation

DPR Damaged Property Report

EIC Equipment in Compartment

FF Flight Finalised

FIM Flight Interruption Manifest

FOC Free of Charge

FOD Foreign Object Damage

FIT Frequent Individual Traveller

FTL Frequent Traveller List

GIS Ground Information System

GIT Group Inclusive Tour

GLP Golden Lotus Program

GOS Ground Operation System

GSE Ground Support Equipment

GSR Ground Safety Report

HEG Hatching Eggs

HUM Human Remains

ID Industry Discount

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INAD Inadmissible Passenger

LDM Load Message

LIR Loading Instruction Report

LMC Last Minute Change

MAAS Meet and Assist

MCO Miscellaneous Charge Order

MEDIF Medical Information Form

MSDS Material Safety Data Sheet

MVT Movement Message

NOTOC Notification to the Captain

OCC Operations Control Center

PED Portable Electronic Devices

PER Perishable

PETD Provisional Estimated Time of Departure

PFS Passenger Final Sales

PIC Pilot-In-Command

PIL Passenger Information List

PIR Property Irregularity Report

PNL Passenger Name List

PNR Passenger Name Record

PPE Personal Protective Equipment

PSM Passenger Service Message

PTM Passenger Transfer Manifest

RCCA Route Capacity Control Advice

SAL Seat Available List Message

SGHA Standard Ground Handling Agreement

SLA Service Level Agreements

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SMS Safety Management System

SOM Seats Occupied Message

SPA Special Prorate Agreement

SSR Special Service Required

SSRC Special Service Required Center

STD Scheduled Time of Departure

TPM Teletype Passenger Manual

ULD Unit Load Devices

UM Unaccompanied Minor

USD US Dollar

VIP Very Important Person

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21.2 Definitions

Airbridge — A enclosed, telescoping device that connects a passenger aircraft to the terminal building and provides a means for boarding and deplaning passengers. Also called - aerobridge, passenger-boarding bridge, Jet Bridge and Jetway (a registered trademark).

Aircraft clearance zone — A area in which aircraft are moved into and out of the gate (stand). See equipment limit lines entry.

Apron — A defined area on an airport used to accommodate aircraft for the loading and unloading of passengers, cargo and mail, refuelling, line maintenance and parking. Also called ramp.

Cabin Crew — The aircraft crewmembers in the passenger cabin. Also called flight attendants.

Cart — An unpowered, wheeled vehicle used to transport baggage and cargo to or from an aircraft. Also called barrow.

Circles of safety — Imaginary lines around a parked aircraft that designate areas in which restrictions on vehicle movement apply. The outer circle is 5 meters (16 feet) from the aircraft; vehicle drivers must test their brakes before entering the area within this circle. The inner circle is 2 meters (7 feet) from the aircraft; drivers must stop their vehicles before entering the area within this circle and then proceed slowly toward the aircraft.

Cockpit — The part of the aircraft where the flight crew (pilots) are stationed. Also called flight deck.

Container — See unit load device (ULD) entry.

Dangerous goods — Cargo that poses potential dangers to people and aircraft, and therefore requires special handling according to procedures detailed by the International Air Transport Association (IATA) and/or state regulatory agencies. Also called hazardous material (hazmat).

Engineering/engineers — The ground service department/personnel who make repairs to aircraft on the ramp. Also called maintenance/maintenance technicians (or mechanics).

Equipment limit lines — Markings designating the aircraft clearance zone (see entry).

Flash point — The lowest temperature at which a liquid will produce sufficient vapour to ignite in the presence of a flame.

Flight crew — The pilots and, on some aircraft, the flight engineer.

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Foreign object debris (FOD) — Any objects on the ramp that may cause damage to the aircraft and injury to personnel. Examples include nuts and bolts, tools, garbage, baggage parts and pavement fragments.

Foreign object damage — Any damage to an aircraft caused by FOD.

Ground service equipment (GSE) — Collective term for the various vehicles and devices used to service aircraft parked at the gate. Examples include tow vehicles, baggage carts (barrows), loading vehicles, catering vehicles and refuelling vehicles.

Load Instruction Report (LIR) — A document prepared by load control staff that indicates to the person in charge of loading the aircraft how baggage, mail and cargo should be distributed for aircraft weight-and-balance purposes.

Maintenance/maintenance technicians — See engineering/engineers entry.

Marshaller — A ramp worker who uses hand signals to control and direct others on the ground, particularly vehicle drivers, in moving to and from an aircraft. A specially qualified marshaller may also direct the flight crew during the aircraft-parking process. Also called signalman.

Narrowbody aircraft — An aircraft that, in passenger configuration, has a single aisle. See widebody aircraft entry.

No-fit position — An empty space in the cargo hold of a containerized aircraft in which there is no container or pallet. There may be more than one such position, and the locations may vary from one hold to another. Aircraft weight-and-balance considerations determine the locations of such positions. See unit load device (ULD) and pallet entries.

No-drive zone — The area under an aircraft’s fuselage and wings where vehicles are not permitted to be driven.

Pallet — A platform on which cargo is placed and secured before loading on an aircraft.

Personal protective equipment (PPE) — Items worn by line personnel to protect themselves from injury. These include high-visibility garments, safety footwear, gloves, kneepads, earplugs, earmuffs, and wet-weather gear.

Ramp — See apron entry.

Unit load device (ULD) — A container in which items are placed for loading together as a unit in an aircraft. ULDs of various types and with different nomenclatures are designed to hold specific contents — passenger baggage, general cargo, as well as chilled meat, fresh fruit, etc.

Widebody aircraft — A large aircraft that, in passenger configuration, has two aisles. See narrowbody aircraft entry.

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21-6 Ground Handling Manual Rev 0 – 01 Apr 2015

22 Annexes ...... 22-1 22.1 Illustrations and Supplementary Information ...... 22-1 22.1.1 Aircraft Clearance Zone ...... 22-1 22.1.2 Aircraft Clearance Zone Markings ...... 22-2 22.1.3 Circles of Safety...... 22-3 22.1.4 Safety Cone Placement – Narrowbody Aircraft ...... 22-4 22.1.5 Safety Cone Placement – Propeller Driven Aircraft ...... 22-5 22.1.6 Equipment Danger Tag ...... 22-6 22.1.7 Application for Approval of Ground Handling Agent Training Program .... 22-7 22.1.8 Special Passenger Notification to Captain ...... 22-8 22.1.9 Ground Arrival Report ...... 22-9 22.1.10 Ground Departure Report...... 22-10 22.1.11 A320 and ATR Chocking Diagrams ...... 22-11 22.1.12 Aircraft Danger Areas ...... 22-13

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22 Annexes

22.1 Illustrations and Supplementary Information

22.1.1 Aircraft Clearance Zone

22.1.2 Aircraft Clearance Zone Markings

22.1.3 Circles of Safety

22.1.4 Safety Cone Placement – Narrowbody Aircraft

22.1.5 Safety Cone Placement – Propeller Driven Aircraft

22.1.6 Equipment Danger Tag

22.1.7 Application for Approval of Ground Handling Agent Training Program

22.1.8 Special Passenger Notification to Captain

22.1.9 Ground Arrival Report

22.1.10 Ground Departure Report

22.1.11 A320 and ATR Chocking Diagrams A320 Chocking Diagram

ATR Chocking Diagram

22.1.12 Aircraft Danger Areas

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