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Table of Contents
Page

Revisions ................................................................................................................................................. IGOM-v

Record of Revisions ................................................................................................................ IGOM-v
Issue and Revision Dates by IGOM Numerical Sequence .....................................................IGOM-vi

Introduction ............................................................................................................................................ IGOM-ix

1 Purpose and Scope ................................................................................................................ IGOM-ix
2 Applicability ............................................................................................................................. IGOM-ix
3 System of Numbering IGOM ................................................................................................... IGOM-ix
4 Manual Revisions .................................................................................................................... IGOM-x
5 Manual Language .................................................................................................................. IGOM-xii
6 Wording Conventions ............................................................................................................ IGOM-xiii
7 Standard Format ................................................................................................................... IGOM-xiii
8 References ............................................................................................................................ IGOM-xiv
9 Disclaimer ............................................................................................................................. IGOM-xiv
10 Acknowledgements ............................................................................................................... IGOM-xiv
11 IGOM Change Requests ...................................................................................................... IGOM-xiv
12 IGOM References ................................................................................................................. IGOM-xiv
13 IGOM Adoption Policy ........................................................................................................... IGOM-xv

Chapter 1: Passenger Handling Procedures ....................................................................................... IGOM-1

1.1 Passenger Departure .............................................................................................................. IGOM-1
1.2 Passenger Security ................................................................................................................. IGOM-6
1.3 Passenger Arrival, Transfer and Transit ..................................................................................IGOM-7
1.4 Special Categories of Passengers ..........................................................................................IGOM-9
1.5 Passenger Irregularities ......................................................................................................... IGOM-21

Chapter 2: Baggage Handling Procedures ........................................................................................IGOM-23

2.1 Cabin Baggage ...................................................................................................................... IGOM-23
2.2 Checked Baggage ................................................................................................................. IGOM-25
2.3 Baggage Security .................................................................................................................. IGOM-31
2.4 Baggage Sortation ................................................................................................................. IGOM-33
2.5 Baggage Preparation for Loading .........................................................................................IGOM-35
2.6 Offloading of Checked Baggage ...........................................................................................IGOM-36
2.7 Baggage Arrival and Transfer ............................................................................................... IGOM-37
2.8 Special Baggage .................................................................................................................. IGOM-39
2.9 Mishandled or Unclaimed Baggage .....................................................................................IGOM-41
2.10 IATA Annexes for Baggage ................................................................................................... IGOM-43

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Chapter 3: Aircraft General Safety/Servicing Operations .................................................................IGOM-45
3.1 Ramp Safety in Aircraft Handling ..........................................................................................IGOM-45
3.2 Safety during Fueling/Defueling ............................................................................................ IGOM-58
3.3 Adverse Weather Conditions ................................................................................................. IGOM-62
3.4 Hand Signals ......................................................................................................................... IGOM-66
3.5 Toilet Servicing ...................................................................................................................... IGOM-94
3.6 Potable Water Servicing ........................................................................................................ IGOM-96
3.7 Aircraft Cabin Servicing ......................................................................................................... IGOM-98
3.8 Safety During Aircraft De-icing/Anti-icing Operations ..........................................................IGOM-101

Chapter 4: Aircraft Turn-Around ....................................................................................................... IGOM-103

4.1 Aircraft Arrival ...................................................................................................................... IGOM-103
4.2 Aircraft Chocking ................................................................................................................. IGOM-107
4.3 Aircraft Coning ..................................................................................................................... IGOM-113
4.4 Aircraft Doors ....................................................................................................................... IGOM-118
4.5 Aircraft Turnaround Handling .............................................................................................. IGOM-123
4.6 Aircraft Departure ................................................................................................................ IGOM-147
4.7 Power Push Unit with Main Gear Towbarless Tractor ........................................................IGOM-161
4.8 Open Ramp Departure ........................................................................................................ IGOM-165
4.9 Aircraft Towing ..................................................................................................................... IGOM-166

Chapter 5: Load Control .................................................................................................................... IGOM-171

5.1 Introduction .......................................................................................................................... IGOM-171
5.2 Load Control Principles ....................................................................................................... IGOM-171
5.3 Regulatory Requirements .................................................................................................... IGOM-172
5.4 Load Control Tasks ............................................................................................................. IGOM-172
5.5 Load Control Task Job Responsibility .................................................................................IGOM-176
5.6 Qualification Requirements ................................................................................................ IGOM-176
5.7 Documentation .................................................................................................................... IGOM-176
5.8 Load Control Process Flow ................................................................................................. IGOM-178

Chapter 6: Airside Safety Operational Oversight ...........................................................................IGOM-181

6.1 Introduction .......................................................................................................................... IGOM-181
6.2 Supervision Scope ............................................................................................................... IGOM-182
6.3 Turnaround Coordination/Supervision Requirements .........................................................IGOM-183
6.4 Reporting–Incidents, Accidents and Near-Misses ...............................................................IGOM-184
6.5 Airside Safety Investigation Procedure ...............................................................................IGOM-184
6.6 Monitoring Procedures ........................................................................................................ IGOM-190
6.7 Emergency Response Procedures ......................................................................................IGOM-204
6.8 Adverse Weather Oversight Procedures .............................................................................IGOM-206

Annex A: Glossary .............................................................................................................................. IGOM-207

Annex B: List of Abbreviations ......................................................................................................... IGOM-225

IGOM–iv
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Introduction
1 Purpose and Scope
The IATA Ground Operations Manual (IGOM) defines ground handling procedures for airlines and ground
service providers to ensure ground operations activities are safely, efficiently and consistently accomplished.
The manufacturers' Aircraft Maintenance Manuals (AMM) contain the maintenance instructions necessary to
ensure the continued airworthiness of aircraft. They also provide servicing sections that give specific
information required to service aircraft on ramps or in maintenance hangars. Procedures in the AMMs are
drafted considering aircraft in a maintenance configuration whereas IGOM deals with operational conditions
on the ramp. As such, the procedures may differ from one to the other.
The procedures detailed in IGOM reflect the minimum standards identified and agreed to by the aviation
industry.

2 Applicability
IGOM is to be used by operators and ground service providers as a core set of ground operations procedures
in the conduct of ground handling functions. It also applies to staff entering the aircraft for purposes such as
catering, cleaning or supervision, but specifically excludes aircraft maintenance, fueling or de-icing tasks.
While all relevant factors have been taken into consideration and these procedures constitute best practice,
some additional information may be required:
(a) Any supplementary airline specific instructions that are required, especially pertaining to aircraft, Ground
Support Equipment (GSE) or the airline's product offering, shall be presented in the airline's Ground
Operations Manual (GOM).
(b) In the event an airline or ground service provider deviates from a published IGOM procedure the variation
needs to be communicated between the airline and ground service provider or vice versa by means of a
standard communication channel established by both parties, the process described in section 13 should
be followed.
(c) If a regulatory authority mandates procedures other than those in IGOM, then these shall be followed.

3 System of Numbering IGOM

IGOM is organized as follows:
(a) Introduction
(b) Chapter 1: Passenger Handling Procedures
(c) Chapter 2: Baggage Handling Procedures
(d) Chapter 3: Aircraft General Safety and Servicing Operations
(e) Chapter 4: Aircraft Turn-around
(f) Chapter 5: Load Control
(g) Chapter 6: Airside Safety Operational Oversight

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13.3 IGOM Implementation Process Flow

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Chapter 1: Passenger Handling Procedures
1.1 Passenger Departure
1.1.1 Pre-Departure Activities
1.1.1.1 Ticket Sales Counter
If a ticket sales counter is located at the airport, display either electronic or manual versions of:
(a) Operating airline signage
(b) Dangerous goods notifications

1.1.1.2 Passenger Pre-Flight Preparation

Prepare check-in for flights in accordance with operating airline procedures prior to the opening of web or
airport check-in, and verify all necessary data has been transferred into the check-in system correctly.
(a) Review the booking status.
(b) For code-share flights with an active blocked space agreement, check the allotment to ensure the block of
seats, as agreed, is guaranteed to the partner.
(c) Review the curtain version, if applicable.
(d) Confirm the Passenger Name List (PNL) and Additions and Deletions List (ADL) were properly
transmitted and match the booking status.
(e) Block seats for security officers, crew, weight and balance, and if seats are unserviceable.
(f) Confirm the seating plan is set according to the actual aircraft type and version.
(g) Review the flight remarks, if applicable.
(h) Record the passenger status on Passenger Name Record (PNR) if applicable.
(i) Review the boarding time, departure time, and gate. Brief staff about the reason for any delays.
(j) Apply payload restrictions, if any.
(k) Check the passenger list for special passengers (e.g. Wheelchair assistance (WCH), Unaccompanied
Minors (UM), etc.) and pre-assign as per operating airline procedures and according to the aircraft type.
(l) If not pre-reserved, prepare seating for families traveling with infants or children, as per operating airline
procedures. Check total infants booked and order additional life vests, if needed.
(m) Where free/open seating is applied, inform the crew and passengers and ensure special category
passengers have appropriate seats.
(n) Ensure flight status is open for web check-in, if applicable.
(o) Check-in is opened once the pre-flight preparation is complete.

1.1.2 Check-In Counter Requirements

Prior to opening the check-in counters:
(a) Start and test equipment.
(b) Ensure scales are functioning and calibrated.
(c) Stock boarding card and bag tag printers as per operating airline procedures.
(d) Ensure adequate stock of any other tags required by the operating airline.
(e) Display signage required by the operating airline, both electronic and manual versions.
(f) Ensure dangerous goods notifications are prominently displayed at the check-in area as well as ticket
offices, baggage drop-off areas, self-serve check-in areas, and transfer counters.
(g) Prepare check-in queues, stanchions, carpets, baggage guages, podiums, etc., as per operating airline
procedures.

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1.1.3 Passenger Check-In

1.1.3.1 General
Check-in is the complete sequence of steps that involves the registration of passengers and their baggage in
a Departure Control System (DCS) or manual system, the labelling of the baggage and the issuance of one or
more boarding passes. Boarding passes containing the passenger's name must be issued to all passengers,
either on paper or electronically.

1.1.3.2 Check-In Deadlines

Apply check-in deadlines as per operating airline procedures, respecting applicable passenger rights and on-
time departure requirements.

1.1.3.3 Operating Carrier, Marketing Carrier and Wet Lease

Advise the passenger of the operating carrier no later than at the time of check-in, if different from the one
noted as the “carrier” on the ticket.

1.1.3.4 Check-In Types

1.1.3.4.1 General
Check-in may be provided at check-in counters, via self-service methods such as web check-in, kiosk or
SMS, and may be performed using a DCS or manually.

1.1.3.4.2 Manual Check-In

Where no DCS is available, apply established manual check-in procedures.

1.1.3.4.3 Through Check-In

Perform through check-in whenever possible and as per the interline agreement. Travel documents shall be
checked for all through-checked parts of the journey.

1.1.3.4.4 Return Check-In

The check-in for the return flight is permitted if the flight is open as per operating airline procedures.

1.1.3.4.5 Self-Service Check-In

Web/mobile/kiosk/SMS check-in may be offered if the following conditions are met:
(a) The passenger is holding an electronic ticket.
(b) The passenger is departing from an airport where the operating airline's or ground handler's DCS is in
use.
(c) The passenger meets any other qualifying criteria set by the operating airline.

1.1.3.4.6 Off-site Check-In

Off-site check-in may be permitted if:
(a) The passenger is holding a valid ticket.
(b) The location is an approved site.
(c) The passenger meets any other qualifying criteria set by the operating airline.
(d) Local off-site security processes are followed.

1.1.3.4.7 Emergency Back-Up Check-In

In case of DCS and/or Baggage Handling System (BHS) failure, local back-up procedures shall be
established in every station and tested regularly.

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1.1.3.5 Check-In Opening

Conduct a staff briefing for check-in agents before the check-in counters are opened; receive and review any
summarized flight information.

1.1.4 Baggage Drop-Off

Passengers who have used a self-service check-in facility may drop their checked baggage at a baggage
drop-off. If applicable as per operating airline procedures:
(a) Review the boarding pass and pull up the passenger data in the check-in system.
(b) Verify identity and travel document, assess carry-on baggage, and accept checked baggage.
(c) Add baggage information and any Special Service Requests (SSR) to the DCS if required and apply any
related fees.

1.1.5 Travel Documents and Verification

1.1.5.1 General
(a) Check the validity of the ticket regarding to the itinerary, flight, date, carrier, reservation status, class, and
restrictions.
(b) Check the ticket for the final destination and confirm this with the passenger.
(c) Verify the passenger's identity against the travel document presented, including review of the date of
birth, expiry status of document, a visual comparison of the photo to the passenger, and ensure the name
on the travel document matches the booked name.
(d) Verify the travel document is valid and good for all persons traveling, as not all States allow family
members to be registered in a single passport.
(e) Report any document that shows signs of tampering.
(f) Locate the passenger in the DCS and review any special remarks.
(g) Check travel documents for destination and/or transit requirements.
(h) Review visa or entry conditions/limitations, if required.
(i) Collect Advanced Passenger Information (API), if required.
(j) When you identify an issue with a document, notify your supervisor who will contact the appropriate
authority for assistance.

1.1.5.2 Advance Passenger Information

Many governments require airlines to submit Advanced Passenger Information (API) at specified times for
disembarking passengers.
Information is generally collected at the time of check-in, or provided from data collected during booking, and
verified during presentation of the travel document.
As per operating airline procedures, collect API data at the time of check-in, or review data already provided.
Transmit API data at pre-arranged times to recipients specified by the airline. Always protect passenger's
personal information and securely dispose of any related paperwork not kept on file.

1.1.6 Passenger Acceptance

1.1.6.1 Requirements for Passenger Acceptance
Certain categories of passengers may be refused travel at the operating airline's discretion. Apply the
operating airline procedures with respect to acceptance.

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1.1.6.2 Seating
Each passenger (except infants not occupying a separate seat) is assigned an individual seat number on
each flight. Certain airlines operate a free/open seating procedures.
(a) Allocate seating for special categories of passengers in accordance with operating airline procedures.
(b) The acceptance of passengers on the waitlist is based on booking status and operating airline
procedures.

1.1.6.3 Exit Row Seating

Passengers occupying emergency exit row seating shall be able-bodied.
Occupancy of emergency exit rows is restricted in accordance with operating airline procedures and host
State requirements.

1.1.7 Passenger Boarding

1.1.7.1 General
(a) Check that boarding facilities and gate monitors are displaying flight information.
(b) Ensure dangerous goods and prohibited articles notices are displayed at the boarding gate.
(c) Before boarding, ensure passengers and their cabin baggage are security screened.
(d) If passengers and staff need to walk on the ramp, ensure the route to the aircraft is safe and clearly
marked. Passengers shall always be supervised on the ramp.
(e) For boarding with a Passenger Boarding Bridge (PBB), secure the route to the aircraft and block off any
unused passageways, if required. Identify passageways (e.g., by class) as per operator requirements
when there is more than one passageway in use.
(f) If passenger handling staff are trained and authorized to operate cabin access doors, refer to 4.4.2.
If passenger handling staff are trained and authorized to operate the passenger boarding bridge, refer to
3.1.3.5.
(g) Obtain clearance for boarding from the flight crew, according to local procedures and operating airline
procedures.
(h) Follow safety requirements for fueling in progress as per the operating airline GOM.
(i) Make boarding announcements as per operating airline procedures.
(j) Follow operating airline procedures for passengers requiring assistance or pre-boarding.
(k) Verify each passenger's identity as per the requirements.
(l) Cross-check the name on the passenger identity document with the one on the ticket, and visually match
the passenger with the photograph.
(m) Confirm each passenger's boarding acceptance in the DCS before allowing them to board.
(n) For manual or non-automated boarding, check the flight number and date on the boarding card.
(o) Apply the cabin baggage procedures of the operating airline, and account for any gate tagged items.
(p) Secure the flight by matching the checked-in passengers to the boarded passengers.
(q) Provide final passenger numbers to cabin and/or flight crew.
(r) Provide required flight documents to cabin and/or flight crew.
(s) Advise ramp staff and/or load control of the gate baggage to be loaded.
(t) Ensure communication with load control about passenger and/or baggage information, as per operating
procedures.
(u) Send required post-flight messages upon flight close-out.

1.1.7.2 Passenger Boarding Discrepancies

If there are passenger discrepancies (minus or plus), they shall be resolved prior to closing the aircraft door.
(a) Make every attempt to locate missing passengers and obtain visual proof of boarding and verify
documents if the missing passengers are found to be already onboard the aircraft.

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