Ground-Handling Service Level Agreement (SLA) Essentials

60 vocabulary flashcards covering the key SLA clauses, processes, equipment and messages described in the lecture notes. They provide definitions of critical ground-handling terms a trainee must know before working with Tarmac Technologies dashboards.

Passenger Handling (SLA Chapter 7)

Section covering all customer-facing processes in the terminal: check-in, baggage services, gates/boarding and arrival assistance.

Ramp Handling (SLA Chapter 8)

Section governing aircraft-side activities at the parking stand: marshalling, unloading/loading, cabin cleaning, water, toilet and push-back.

Load Control & Operations (SLA Chapter 9)

Section detailing the paperwork, weight-and-balance and messaging that underpin and monitor ramp work.

Check-in Briefing

Team meeting held 60 min before counter opening to review loads, special passengers and security notices, and assign positions.

CUTE / DCS

Common Use Terminal Equipment / Departure Control System—shared airport hardware and airline software used to check in passengers and print documents.

Counter Opening Time (STD-120)

SLA rule that check-in opens 120 min before scheduled departure to absorb early arrivals and comply with EU passenger-rights guidance.

Dedicated / Destination / Common / Bag-Drop Check-in

Four counter types whose screen signage and queue layout must match the intended passenger flow.

Supervisor Presence

Requirement that one supervisor be on the floor at all times to handle overrides, upgrades and irregularities.

New-Agent Limit

No more than one agent with <3 months’ experience may work a flight, protecting service speed and accuracy.

Transaction Time ≤ 1 min 30 s

Target average check-in processing time used for staffing models and queue calculations.

Advance Passenger Information (API/APIS) Capture

Passport, visa and health data entry at check-in that protects the airline from fines for inadmissible passengers.

Dangerous-Goods Interview

Security questioning mandated by ICAO Annex 17 to detect forbidden items before acceptance.

Dangerous Goods Poster

Legal notice displayed at check-in showing passengers which items are prohibited in baggage.

Cabin-Bag Size Check

Physical sizer or tag applied at check-in/gate to prevent oversize carry-ons delaying boarding.

WorldTracer

IATA-run global database used to create, track and match mishandled-baggage files (AHL/OHD).

AHL File

‘Delayed-Bag’ record entered in WorldTracer within 1 hour of report to start tracing a missing bag.

OHD File

‘On-Hand Bag’ record for a found-bag, filed within 1 hour to enable automatic matches with AHLs.

Property Irregularity Report (PIR)

Document passengers file (target ≤ 15 min wait) to claim and trace missing or damaged baggage.

First / Last Bag on Belt ≤ 20 / 30 min

Key baggage-reclaim SLA milestones often monitored by regulators.

One-Stop Security

EU rule allowing screened bags from feeders to bypass re-screening on arrival, reducing handling time.

Connecting-Baggage Extra X-Ray

Additional screening for transfer bags originating from ‘sensitive’ countries on the airline’s list.

Close Check-in H-40

Standard cut-off 40 min before departure; late passengers may be accepted until H-30 at supervisor discretion.

Gate Equipment Check H-60

Public-address, scanner and door test done 60 min before departure to avoid last-minute failures.

Start Boarding H-30

Planned boarding commencement, by priority order, aligned with fuelling completion and ramp readiness.

Final Call H-15

Last boarding announcement providing a time buffer to maintain on-time departure.

All Passengers On Board H-5

Confirmation to load control that triggers door closure and final loadsheet issuance.

Passenger Information List (PIL)

Printed seat/meal/special-passenger list handed to cabin crew once boarding completes.

Arrival Staff Ready ETA-10

Requirement for wheelchairs, PrM ramp and escort staff to be at the aircraft 10 min before touchdown.

Ground Support Equipment (GSE)

Belt-loaders, steps, GPUs, tugs and other machinery staged before aircraft arrival or push-back.

Foreign Object Debris (FOD) Check

Stand inspection 10 min before arrival to remove debris that could damage engines or tyres.

Chocks

Blocks placed on wheels within 1 min of on-block time, signalling the aircraft is ‘safe-to-service’.

Safety Cones

Markers positioned around engines/APU after beacons off (≈ ATA + 2 min) to define a safety perimeter.

First Bag Off ATA + 8

SLA target measuring speed of hold opening and start of unloading.

Cabin Cleaning ≤ 20 min

Turnaround cleaning time for an A320, fitting inside a typical 40-min ground time.

Potable-Water Refill ETD-30

Water uplift completed 30 min before departure, allowing leak checks before final boarding.

Unit Load Device (ULD)

Container or pallet used to load cargo and baggage; must be serviceable and locked before departure.

NOTOC (Notification To Captain)

Legally required list of dangerous goods loaded on the aircraft, signed before departure.

Over-Loading Compartments

Prohibited practice that threatens structural limits and centre-of-gravity safety.

Centre of Gravity (CG)

Balance point of the aircraft; load controllers plan distribution to keep CG within limits.

Ground Power Unit (GPU)

External power source for parked aircraft; complements or replaces the onboard APU to save fuel.

Visual Docking Guidance System (VDGS)

Electronic display guiding pilots to stop position; if absent, a marshaller is used instead.

Marshaller

Trained staff member giving hand signals to aircraft for safe parking when no VDGS is available.

Movement Time Timeline (MTT)

Clock that starts once chocks are in; used to measure and benchmark turnaround milestones.

Passenger Name List (PNL)

Manifest loaded into the DCS 48 h before departure so APIS checks run early.

Loading Instruction (LI)

Document issued ETA-30 specifying where each ULD or bulk bag must be placed in the aircraft holds.

Loadsheet (LDS)

Final weight-and-balance document sent to the captain H-7 for cross-check with FMS entries.

Loading Instruction Report (LIR)

Ramp-signed confirmation that actual load matches the instruction; discrepancies must be reported.

Movement (MVT) Message

Operational message sent airborne + 15 min containing off-block, take-off and landing times for A-CDM.

LDM / CPM

Load / Cargo-Pallet messages sent ATD + 15 min so down-line stations know cargo weight and ULD positions.

PTM / PSM

Passenger Transfer / Service messages informing next stations about connecting and special passengers.

Flight Manifest Message (FMM)

Comprehensive list of passengers, bags and cargo retained for three months (two years if incident).

Push-Back Tug Positioned ETD-10

Tug must be ready 10 min before departure so clearance from ATC is not wasted.

Cockpit-Ramp Comms in FR/EN

Safety-critical push-back dialogue conducted only in French or English, per agreed language policy.