INTERMEDIARIES INVOLVED IN AIRPORT BUSINESS

PASSENGER TERMINAL MANAGEMENT & MAINTENANCE –

Estate Management and Maintenance Department has to play a significant role in smooth &
effective functioning of Terminal Operation. Till an exclusive dedicated department for
airport terminal operation comes into existence, Terminal Management Discipline can be
made responsible to carry out this TASK in coordination with other concerned Department of
AAI.

THE OBJECTIVES AND RESPONSIBILITY OF ESTATE MANAGEMENT

/TERMINAL MANAGEMENT TO BE CARRIED OUT AS FOLLOWS :-

OBJECTIVES:

1. Preserve physical condition of Buildings and Facilities.

2. Prolong Economic life of Airport Buildings / Terminals.

RESPONSIBILITIES:

1. Ensure high standards of Maintenance , Cleanliness – Housekeeping , Aesthetics and

Comforts through :
a. Daily Walk-through Inspection
b. Enforcement Checks
c. Actively Seek Co-operation of airport organizations(Internal Dept.& other
agencies of airport)
d. Take action on useful feedback received
e. Monthly Management Walk-about.
2. Initiate improvement and upgrading works so as to
3. Meet higher expectations
4. Explore new needs
5. Explore the Solutions of Capacity problem.
6. Provide a pleasant ambience and Comfortable stay for Passengers.

BUILDING MAINTENANCE -TERMINAL MAINTAINANCE-

1. Planned –
a. Preventive-
i. . Inspections
ii. Servicing
iii. Regular Cleaning
iv. Painting
v. Alterations
b. Work arising directly from Inspections i.e. Minor Components Replacement /
Repair.
c. Corrective-
d. Minor Repairs arising from Users request and Complaints.
2. Unplanned
a. Emergencies
b. Corrective-
i. Minor Repairs arising from Users request and Complaints.
HOUSE KEEPING: - [ENVIRONMENTAL SUPPORT SERVICES (UP-KEEPING)] -

The scope of house-keeping is not confined to the Terminal Building alone. The area is
covered from the Aero Bridge / Air Side to the farthest point of the approach road on the city
side of the airport.
The quality of approach road to the airport should be of specified standard and should be
clean. There should be proper landscaping on both sides of the approach road supported by
beautiful plants / trees so as to enhance the ambience of the approach road in general &
airport in particular.
The car parking areas should be clean and there should be smooth flow of traffic in the
airport premises. The corridor of the Terminal building, floors and glass panes should be neat
& clean.
The entry point to the terminal building and its surrounding areas should be neat & clean &
free from all obstacles facilitating easy / comfortable access inside the terminal building.
The area near the Check-in Concourse / Reserve Lounges, Departure Concourse, Arrival
Concourse, Land Side, Passenger Area, Security Hold Area, Security Frisking Area, should
be neat & clean.
The chairs provided in the various areas as mentioned above should also be cleaned regular
intervals and must be arranged properly.
The aero bridge & connecting corridors & their floors should be polished and cleaned
regularly.

DAILY DEDICATED GROUP:-

The Daily Dedicated Group shall be formed at all the airports. The composition of this group
would be as follows:-

WEEKLY DEDICATED GROUP:-

The Airport Director/ APC / Terminal in-charges, at their respective Airport shall establish a
Weekly Dedicated Group (WDG). Inspection by WDG shall be coordinated by the Sr.
Manager / Manager (Trml.) of the respective airport. This Weekly Dedicated Group will
carry out a comprehensive weekly Inspection of the terminal building including / Lounges /
Toilets , Public Areas / City Side Areas etc. to identify the areas for Repairs / Maintenance /
Replacement / Cleaning action to be carried out . Manager (Trml.) at the end of the
Inspection shall issue a record note of the various tasks identified & forward a copy of the
same to all concerned for remedial / corrective action.

ENVIRONMENTAL SUPPORT SERVICES (UP-KEEPING) –

1. Mechanized Environmental Support Services (Up-keeping) (MESS): (Exclusive for

high rise glass and steel structured Terminal Building)
2. Integrated Environmental Support Services ( Up-keeping ) (IESS) : (For Terminal
Building & Ancillary building)
3. Environmental Support Services ( Up-keeping ) (ESS) : (For Ancillary Building)
QUALITY SERVICE MANAGEMENT ( QSM ) & PERFORMANCE STANDARDS

The Duty Terminal Manager (DTM) shall ensure smooth processing of; -etc...

QUALITY SERVICE MANAGEMENT INVOLVES:

NON-GOVERNMENT AGENCY

1. Airlines
2. Ground Handlers - Concessionaire
3. Contractors

QSM must be coordinated and involves every organizations / agencies working at the
airports.

1. Govt. Agencies ,
2. Ground Handling Agents ,
3. Airlines ,
4. Ground Transport Agents etc.
5. Evaluation of service Transactions in passenger flow process.

The continuous efforts should be made to develop closer cooperation between Airport
Agencies to achieve the Customers Satisfaction. Some important points in this regard are:

1. Airport provides Service not products.

2. Quality Service Drive must come from Top Management.
3. Quality Service must involve every one.
4. Staff must be driven to achieve the Common Mission of the organization.

PUBLIC RELATIONS / CUSTOMER SERVICE MANAGEMENT (CSM) –

Customer service management is one of the most essential components of the terminal
operation & management. Terminal Management Discipline has to look after the Customer
Service Management in addition to their day to day responsibility of terminal operation.
(Roles, concepts, processes)

STAFF DUTIES.

LIAISON:

Terminal Manager has to Coordinate & Cooperate with the State Protocol Staff and other
Liaison Officer to facilitate VIPs & high Dignitaries as and when information is received.
Terminal Manager has also to coordinate with Airlines & Airport Security Staff in view of
extending Courtesies to VIP’s / Passengers / Visitors and also for smooth functioning of
Terminal Management. Terminal Managers are the image builders of AAI, as such they must
have

Public Relations with the Press, Dignitaries who use our airports frequently.
Terminal Manager has also to coordinate in general with all the agencies working at the
airports for Customer Satisfaction.
TERMINAL CONTINGENCY PLANS AND STANDARD OPERATING
PROCEDURES.

– (roles, setting up of org, during emergencies)

Airport Authority has laid down their contingency plan and SOPs to handle the emergency
conditions in a smooth manner without hampering the airport operation. Some important
features of Terminal Contingency Plans and SOPs have been emphasized to enhance and
update the knowledge of executives, which are given as under: -

1. Passenger information & facilitation

2. Passenger information :
3. Signages
4. Audio information
5. Video information :
6. Fids
7. Cctv
8. Facilitation :
9. Public grievance
10. Lost & found property
11. Left luggage property
12. Trolleys

VVIP / VIP MOVEMENTS –

AAI has been entrusted with the responsibility of handling VVIPs & providing entitled VIPs
with reserved lounge facilities (Appendix-VI & VII), besides extending due courtesy and
attendance by responsible staff / hostess (Appendix-VIII).

Due to Security reasons the Dignitaries entitled to take their vehicle up to the Aircraft and
Dignitaries exempted from Pre- Embarkation Security Check is given in Appendix-IX
VIP commitments being a sensitive matter need to be handled meticulously, under a well
defined drill and with effective co-ordination.

Following actions are required to be taken at various airports for handling VVIPs / VIPs

1. Documentation
2. daily vip proforma
3. vvip/vip-team briefing

AIRPORT MAINTENANCE OPERATIONS –

They involve fixing or maintaining Airport infrastructure, facilities, and equipment. It

involves renewing or repairing any part of the infrastructure, and repairing any automatic
equipment used at the airport.

1. Airport Public Relations - These operations are about community affairs.

2. Commercial Handling and Development Operations - They are related to managing
property licensing, leases, and other issues.
3. Aircraft Rescue Operations - They are aircraft/airport accidents related operations.
4. Fire Fighting Operations - They involve handling the accidents taken place due to fire.
SAFETY MANAGEMENT DEPARTMENT

AIRPORT OPERATIONS CONTROL CENTRE (AOCC), AIRPORT SECURITY

OPERATIONS –

They are related to handling all security-related activities. Airport police and security staff
work to avoid any mishap at the airport.

The objective of airport security will be to safeguard the passengers, crew, ground personnel,
the general public and the airport infrastructure against unlawful acts as per ICAO Standards
and Recommended Practices laid down in Annexure-17 to the Chicago Convention.

The level of security will be calibrated by the BCAS according to the threat perception at any
point of time.

Security will have to be cost-effective when compared to internationally accepted norms.

New staffing patterns, different from the normal police stations, will have to be innovated for
airports. There will be greater accent on modern technology and mechanization, so as to
reduce the need for manpower and increase the effectiveness of the force deployed.

Airport security will be looked after by specialized police agencies, state police and airport
security organizations, depending on the internal security conditions prevalent in a particular
area.
BCAS will continue to coordinate the working of the various agencies to ensure that all
security norms are followed by them.
Private security agencies will also be allowed at certain airports, if the threat assessment so
permits.
There will be constant training of security personnel posted at airports in order to improve
their effectiveness and passenger-friendliness.
The present training centre at BCAS Headquarters will be upgraded and strengthened for this
purpose.

GROUND OPERATIONS DEPARTMENT-

The AAI will set standards of performance in various areas of passenger and cargo handling,
so that both ICAO standards as well as comparable standards at similar airports around the
world, are achieved. For this purpose, procedures will be simplified, regulations which delay
or restrict movement of traffic reviewed and efforts made to reduce ground delays to a
minimum.

Technological and other improvements will be made by

1. introduction of automation and computerisation,
2. mobile check-in counters,
3. improvement in emigration/immigration and security checks,
4. mechanisation of baggage and ground handling services,
5. provision of aero-bridges,
6. introduction of better systems of passenger transfer between terminals,
7. improvement in cargo terminals,
8. Reduction in bunching of flights and
9. contracting out of operating and maintenance facilities.
Efforts will be made to upgrade the facilities, manpower, equipment, etc., by concerned
departments and institutions like customs, immigration, meteorology, oil companies, etc., so
that these keep pace with the up gradation of airports, enabling the users to experience the
optimum benefits of airports as 'cohesive' transit points.

AIRPORTS AUTHORITY OF INDIA (GROUND HANDLING SERVICES)

REGULATIONS, 2018.

All domestic scheduled airline operators and scheduled helicopter operators will be free to
carry out self-handling at all airports including civil enclaves;

At the airport having annual passenger throughput of ten million passengers per annum or
above, the airport operator shall ensure that there will be three ground handling agencies
including that of,
A. the airport operator or its joint venture or its hundred percent owned subsidiary;
B. a joint venture or a subsidiary of the Air India; and
C. Any other ground handling agencies appointed by the airport operator through a
transparent bidding process.

At the airport having annual passenger throughout of less than ten million passengers per
annum, based on the traffic output and airside and terminal building capacity, the airport
operator may decide on the number of ground handling agencies, not exceeding three,
including that of, –

A. the airport operator or its joint venture or its hundred percent owned subsidiary;
B. a Joint Venture or a subsidiary of Air India; and
C. Any other ground handling agency appointed by the airport operator through a
transparent bidding process.
1. At all airports, in order to overcome space and time constraints, the airport operator shall
provide adequate number of common user terminal equipment (CUTE) and common user
self service (CUSS);
2. At the airport having annual passenger throughput of one and a half million passengers
per annum or above, the airport operator shall provide adequate number of baggage
reconciliation system:
3. Provided that where the annual passenger throughput is less than one and a half million
passengers per annum, the airport operator may decide the number of baggage
reconciliation system as may be necessary;
4. All agencies concerned shall ensure the use of state-of-art equipment and best practices in
line with the International Air Transport Association Airport Handling Manual; and
5. The airport operator shall, as far as may be, provide adequate parking space for the
equipment required for ground handling purpose, within the airport premises on mutually
agreed terms and conditions.
 1. Screening of registered /unaccompanied baggage, cargo, mail and company stores etc.
2. Surveillance of screened baggage till acceptance at check-in counters;
3. Security control of the checked baggage from the point it is taken into the charge of
aircraft operator till loading into aircraft;
4. Passengers baggage reconciliation/identification
5. Security of baggage tag, boarding cards and flight documents;
6. Security of mishandled/unaccompanied/transit /transfer baggage;
7. Secondary checks at ladder point of aircraft;
8. Security of catering items from pre-setting stage till loading into aircraft;
9. Security control of express cargo, courier bags, cargo, company stores, parcels, mail
bags and escorting from city side up to aircraft;
10. Receiving, carriage and retrieval of security removed articles;
11. Any other security functions notified by the Commissioner from time to time.

“GROUND HANDLING” means services necessary for an aircraft’s arrival at, and
departure from, an airport other than air traffic control and it includes–

1) Ramp handling including activities as specified in Schedule-I

2) Traffic handling including activities as specified in Schedule-II; and
3) Any other activity specified by the Central Government from time to time;

RAMP HANDLING TRAFFIC HANDLING OTHER

ACTIVITIES
1. Aircraft handling: Terminal Services:
(1) Attendance; (1) Handling documents and Airfield maintenance
(2) Marshalling; load control; department
(3) Parking; (2) Passenger and baggage Facilities management
(4) Starting; handling at the airport department
(5) Safety measures; terminals;
(6) Mooring of Aircraft; (3) Cargo handling services
(7) Ramp to flight deck at the airport terminals;
communication. (4) Mail handling services at
2. Aircraft servicing: the airport terminal;
(1) Liaison for fuelling and (5) Traffic services at the
defueling; airport terminals including
(2) Liaison with suppliers for passenger check-in.
replenishing of oil and other fluids; 2. Flight Operations:
(3) Cabin Equipment; (1) Inform the carrier of any
(4) Routine and Non-Routine known project affecting the
services; operational services and
(5) Cooling and Heating; facilities made available to
(6) Storage of cabin material. its aircraft in the areas of
3. Aircraft Cleaning: responsibility;
(1) Exterior cleaning; (2) Flight preparation at the
(2) Interior cleaning; airport of departure;
(3) Toilet service; (3) Flight preparation at a
(4) Water service. point different form the
4. Loading or Unloading: airport of departure;
(1) Loading and unloading of (4) In-flight assistance;
passenger baggage; (5) Post flight activities;
(2) Transhipment of passenger (6) In-flight re-dispatch;
baggage; (7) Communication system
(3) Operation of Loading or associated with Ground
Unloading equipment; Handling;
(4) Position and removing of (8) Material handling.
passenger stairs or bridges; 3. Surface Transport:
(5) Emplane or Deplane passengers; (1) Arrangement for the
(6) Break or Make-up of baggages; transportation of passengers
(7) Bussing of passengers or crew; or baggages and cargo
(8) Bulk loading or unloading of between separate terminals
baggage; at the same airport;
(9) Catering ramp handling; (2) Arrangements for
(10) Load control; passengers or crew transport
(11) Communication; together with their baggage
(12) Flight operations; between airport and city or
(13) Crew administration. other agreed points.
5. Cargo handling services: Representational Services:
(1) Loading, off-loading, export, (1) Liaison with local
import and transhipment cargo on or authorities;
from the aircraft; (2) Information to interested
(2) Mail handling services; parties, movement of carrier
(3) Operate or provide or arrange aircraft;
essential equipments for handling of (3) Disbursement of
cargo; payment on behalf of the
(4) Transhipment of cargo; carriers at all airports;
(5) Palletisation or containerisation (4) Supervision and
of cargo; administration services
(6) Break-up or Make-up of cargo
container or unit load device;
(7) Bulk loading or unloading;
(8) Cargo and mail handling;
(9) Customs control;
(10) Documentation handling;
(11) Physical handling outbound or
inbound;
(12) Transfer or transit cargo;
(13) Post office mail.
6. Support Services:
(1) Accommodation;
(2) Automation or Computer
systems;
(3) Unit load device control;
(4) Fuel farm (Depot);
(5) Ramp fuelling or defueling
operations;
(6) Surface transport;
(7) Catering services – liaison and
administration.
MINISTRY OF CIVIL AVIATION STRUCTURE-

FORMALITIES REQUIRED:

1. Registration of civil aircraft.

2. Formulation of standards of airworthiness for civil aircraft registered in India and
grant of certificates of airworthiness to such aircraft.
3. Licensing of pilots, aircraft maintenance engineers and flight engineers, and
conducting examinations and checks for that purpose.
4. Licensing of air traffic controllers.
5. Certification of aerodromes and CNS/ATM facilities.
6. Granting of Air Operator's Certificates to Indian carriers and regulation of air
transport services operating to/from/within/over India by Indian and foreign operators,
including clearance of scheduled and non-scheduled flights of such operators.
7. Conducting investigation into accidents/incidents and taking accident prevention
measures including formulation of implementation of Safety Aviation Management
programmes.
8. Carrying out amendments to the Aircraft Act, the Aircraft Rules and the Civil
Aviation Requirements for complying with the amendments to ICAO Annexes, and
initiating proposals for amendment to any other Act or for passing a new Act in order
to give effect to an international Convention or amendment to an existing Convention.
9. Coordination at national level for flexi-use of air space by civil and military air traffic
agencies and interaction with ICAO for provision of more air routes for civil use
through Indian air space.
10. Keeping a check on aircraft noise and engine emissions in accordance with ICAO
Annex 16 and collaborating with the environmental authorities in this matter, if
required.
11. Promoting indigenous design and manufacture of aircraft and aircraft components by
acting as a catalytic agent.
12. Approving training programmes of operators for carriage of dangerous goods, issuing
authorizations for carriage of dangerous goods, etc.

AIRPORTS AUTHORITY OF INDIA - AAI

1. Design, Development, Operation and Maintenance of international and domestic

airports and civil enclaves.
2. Control and Management of the Indian airspace extending beyond the territorial limits
of the country, as accepted by ICAO.
3. Construction, Modification and Management of passenger terminals.
4. Development and Management of cargo terminals at international and domestic
airports.
5. Provision of passenger facilities and information system at the passenger terminals at
airports.
6. Expansion and strengthening of operation area, viz. Runways, Aprons, Taxiway etc.
7. Provision of visual aids.
8. Provision of Communication and Navigation aids, viz. ILS, DVOR, DME, Radar etc.
9. Department of Commercial in Airports Authority of India is headed by Executive
Director – Commercial under Concerned Member in CHQ

CONCESSION PLANNING: NON-AERO REVENUE STRATEGY

 1. Concession Locations and Identification/ Creation of Commercial Facilities
2. Consumer Research
3. Layout Finalization and Approvals
4. Design, Fabrication of Outlets and Office.

LIST OF ALL THE RULES AND LAWS RELATING TO AVIATION

1. The Anti-Hijacking Act, 2016 (01/07/2016)

2. The Carriage by Air(Amendment) Act,2016 (06/04/2016)
3. Tokyo Convention Act, 1975 (05/07/2015)
4. The Carriage by Air Act and Amendment 2009 (28/05/2015)
5. Airport Authority of India Act, 1994 As amended by the Amendment Act 2003
(30/03/2015)
6. The Airports Economic Regulatory Authority of India Act,2008 (30/03/2015)
7. The Foreign Aircraft Exemption from Taxes and Duties on Fuel and Lubricants Act,
2002 (30/03/2015)
8. AIRCRAFT ACT 1934 (30/03/2015)
9. The Rajiv Gandhi National Aviation University Act, 2013 (30/03/2015)

The Ministry of Civil Aviation (MoCA) is responsible for the management of the aviation
industry in India. It plays a key role in formulating national policies and programs for the
development and management of public aviation, as well as the development and
implementation of effective and efficient air transport strategies. The MoCA also approved
the implementation of the Aircraft Act 1934.
The Convention by Air Act 1972 incorporates the provisions of the Warsaw Convention 1929
and the Warsaw Convention as amended by the Hague Protocol 1955.
Traffic Act of 1972 applies this Act referred to in international air transport, and provides that
the central government, by notice in the Official Gazette, may apply the rules contained in
this Schedule and any provision of sections provided there on that air carrier, not,
international transport by air as defined in the First Schedule, as may be specified in the
notice subject to this release, modification and correction, if any is specified in this regard.

DGCA REGULATIONS AND GUIDELINES ENTAILS THE FOLLOWING LIST:

1. Act and Rules

a. The Aircraft Act 1934
2. Rules
a. The Aircraft Rules, 1937
b. The Aircraft (Demolition of Obstruction caused by Buildings and Trees etc.)
Rules, 1994
c. The Aircraft (Carriage of Dangerous Goods) Rules, 2003
d. The Aircraft (Security) Rules, 2011
e. The Aircraft (Investigation of Accident and Incidents) Rules, 2017
f. The Drone Rules, 2021
3. Statutory Notifications Affecting Aviation In India
a. The Aircraft Rules,
i. 1937 SO 726(E) dated 4-10-94
ii. SO 727(E) dated 4-10-94
b. The Aircraft (Carriage of Dangerous Goods) Rules,
 i. 2003 SO, 446(E) dated 19-3-2007
ii. SO 447(E) dated 19-3-2007
4. National Legislation
5. International Convention
6. Requirements and Guidance
a. Civil Aviation Requirements
b. Aeronautical Information Circulars
c. Circulars
d. Manuals and Procedures
e. Forms
f. Circulars
g. Public Notices
7. Exemptions
a. Exemptions Under Rule 160
b. Exemptions Under Rule 133A
AIR MANUAL

1. The Air Corporations Act, 1953 (27 of 1953)

2. The Air Corporations (Transfer of Undertakings and Repeal) Ordinance, 1994 (4 of
1994)
3. The Air Corporations (Transfer of Undertakings and Repeal) Act, 1994 (13 of 1994)
4. The International Airports Authority of India Act, 1971 (43 of 1971)
5. The National Airports Authority of India, 1985 (64 of 1985) . . . .
6. The Airports Authority of India Act, 1994 (55 of 1994)
7. The Carriage by Air Act, 1972 (69 of 1972
8. The Tokyo Convention Act, 1975 (20 of 1975)
9. The Anti-Hijacking Act, 1982 (65 of 1982)
10. The Suppression of Unlawful Acts Against Safety of Civil Aviation Act, 1982 (66 of
1982
11. Notification regarding application of the Carriage by Air Act, 1972, to carriage by air
which is not international.

APAI IS STILL AN EXEMPTED INSTITUTION UNDER THE INCOME TAX ACT.-

[Link]

EXAMPLES OF ALTERNATIVE AIRPORT ACTIVITIES

1. Aerial firefighting
2. Aerial photography
3. Aerobatics
4. Air ambulance
5. Air cargo flights
6. Air charter
7. Air racing
8. Air shows
9. Airship
10. Air taxi
11. Angel flights
12. Ballooning
13. Bush flying
14. Commuter aircraft
15. Crop dusting
16. Business jet
17. Experimental aircraft
18. Fantasy flights
19. Flight training
20. Gliding
21. Light aircraft
22. Parachuting
23. Pest control
24. Photogrammetry
25. Police aviation
26. Search and rescue
27. Small Aircraft Transportation System
28. Tourism (Sightseeing)
29. Traffic reporting
30. Warbirds