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This manual establishes the operational standards for ground handling services provided by dnata at Amsterdam Airport Schiphol. These standards ensure compliance with IATA ISAGO requirements and applicable Dutch civil aviation regulations.

AHM: Airport Handling Manual. AOG: Aircraft on Ground. EASA: European Union Aviation Safety Agency. FOD: Foreign Object Debris. GSE: Ground Support Equipment. IATA: International Air Transport Association. ISAGO: IATA Safety Audit for Ground Operations. PRM: Persons with Reduced Mobility. SLA: Service Level Agreement. SOP: Standard Operating Procedure. ULD: Unit Load Device.

Operations shall comply with EASA Regulation (EU) 2018/1139, Dutch Aviation Act (Wet Luchtvaart), Schiphol Airport Regulations, IATA Ground Operations Manual (IGOM 13th Edition), and all applicable EU directives including Regulation (EC) No 300/2008 on common rules in the field of civil aviation security.

The Station Manager shall have overall responsibility for ground handling operations. Each shift shall be supervised by a qualified Duty Manager with a minimum of 3 years operational experience in ground handling.

The Quality Manager shall report directly to the Station Manager and maintain independence from operational line management. The Safety Manager is responsible for conducting risk assessments and maintaining the hazard register. Duty Managers shall ensure adequate staffing levels are maintained at all times during their shift.

Safety audits shall be conducted quarterly by qualified personnel. All safety occurrences must be reported within 24 hours using the paper-based Safety Occurrence Report Form (SORF-2024). Safety review meetings shall be held monthly.

The Quality Assurance programme shall include a minimum of 12 internal audits per year, covering all ISAGO standards reference areas. Corrective actions must be implemented within 30 days for Level 2 findings and 90 days for Level 3 findings. Audit reports shall be retained for a minimum of 3 years.

All ramp personnel must hold a valid Schiphol Airport Access Pass and have completed the mandatory dnata Ground Handling Certification programme. Equipment operators must demonstrate competency annually through practical assessment.

Turnaround time targets shall be established for each aircraft type in the customer airline SLA. Standard turnaround for narrow-body aircraft: 45 minutes. Wide-body aircraft: 90 minutes. A380 operations: 120 minutes. All turnarounds must be coordinated through the Ramp Control Centre.

Pushback operations require a minimum crew of one tug driver and one headset operator. The tug driver must hold a valid driving permit for the specific tug type. All pushback paths must be verified clear of FOD, equipment, and personnel.

Dangerous goods documentation must be verified upon acceptance. All cargo shipments exceeding 500kg require dual-signature verification. Temperature-sensitive cargo must be processed within 45 minutes of arrival at the acceptance point.

All ULDs shall be inspected for serviceability before loading. Damaged ULDs must be tagged with a DNR (Do Not Repair) or REP (Repair Required) tag and removed from the active fleet. ULD inventory reconciliation shall be performed daily.

Annual refresher training is required for all operational staff. New employees must complete a 40-hour induction programme within the first 4 weeks. Training records must be maintained for a minimum of 5 years.

Competency assessments shall be conducted by qualified assessors using the dnata Competency Framework. Assessments include written examination (minimum pass mark: 80%), practical demonstration, and supervised performance review.

All personnel who accept, handle, store, or load cargo must receive initial and recurrent dangerous goods training in accordance with IATA DGR Category 6 requirements. Recurrent training interval: 24 months.

Paper-based incident reports are acceptable for minor occurrences. All incidents must be logged in the central incident management system within 48 hours. Major incidents require immediate verbal notification to the Station Manager.

Emergency response procedures shall be activated upon any aircraft accident, serious incident, or security threat. The Station Manager or designated alternate shall assume the role of Emergency Coordinator.

Scheduled maintenance intervals must follow manufacturer guidelines. All ground support equipment must be inspected at the start of each shift. Defective equipment must be immediately tagged and removed from service.

All airside vehicle operators must hold a valid Schiphol Airside Driving Permit. Maximum speed on apron: 30 km/h. Maximum speed within 15 metres of aircraft: 10 km/h. Walking pace within equipment safety zone.

All passenger data must be handled in accordance with the General Data Protection Regulation (GDPR). Access to personal data shall be restricted to authorised personnel only. Data retention periods must not exceed operational requirements.

All controlled documents shall be managed through the Document Management System (DMS). Document revisions require approval from the Quality Manager before distribution. Superseded versions must be archived and clearly marked as obsolete.

This manual establishes the operational standards for ground handling services provided by dnata at Amsterdam Airport Schiphol. These standards ensure compliance with IATA ISAGO requirements and applicable Dutch civil aviation regulations.

AHM: Airport Handling Manual. AOG: Aircraft on Ground. EASA: European Union Aviation Safety Agency. FOD: Foreign Object Debris. GSE: Ground Support Equipment. IATA: International Air Transport Association. ISAGO: IATA Safety Audit for Ground Operations. PRM: Persons with Reduced Mobility. SLA: Service Level Agreement. SOP: Standard Operating Procedure. ULD: Unit Load Device.

Operations shall comply with EASA Regulation (EU) 2018/1139, Dutch Aviation Act (Wet Luchtvaart), Schiphol Airport Regulations, IATA Ground Operations Manual (IGOM 13th Edition), EU AI Act Regulation (EU) 2024/1689, and all applicable EU directives including Regulation (EC) No 300/2008 on common rules in the field of civil aviation security.

The Station Manager shall have overall responsibility for ground handling operations. Each shift shall be supervised by a qualified Duty Manager with a minimum of 3 years operational experience in ground handling.

The Quality Manager shall report directly to the Station Manager and maintain independence from operational line management. The Safety Manager is responsible for conducting risk assessments and maintaining the hazard register. Duty Managers shall ensure adequate staffing levels are maintained at all times during their shift.

Safety audits shall be conducted monthly by certified IATA auditors with minimum 5 years experience. All safety occurrences must be reported within 4 hours using the digital Safety Occurrence Management System (SOMS-2026). Safety review meetings shall be held weekly with AI-assisted trend analysis.

The Quality Assurance programme shall include a minimum of 12 internal audits per year, covering all ISAGO standards reference areas. Corrective actions must be implemented within 30 days for Level 2 findings and 90 days for Level 3 findings. Audit reports shall be retained for a minimum of 3 years.

All ramp personnel must hold a valid Schiphol Airport Access Pass and have completed the mandatory dnata Ground Handling Certification programme. Equipment operators must demonstrate competency annually through practical assessment. All ramp personnel must complete digital competency assessment before operating automated ground support equipment (effective Q3 2026).

Turnaround time targets shall be established for each aircraft type in the customer airline SLA. Standard turnaround for narrow-body aircraft: 45 minutes. Wide-body aircraft: 90 minutes. A380 operations: 120 minutes. All turnarounds must be coordinated through the Ramp Control Centre.

Pushback operations require a minimum crew of one tug driver and one headset operator. The tug driver must hold a valid driving permit for the specific tug type. All pushback paths must be verified clear of FOD, equipment, and personnel.

Dangerous goods documentation must be verified using AI-assisted scanning AND manual confirmation upon acceptance. All cargo shipments exceeding 500kg require dual-signature verification with digital audit trail. Temperature-sensitive cargo must be processed within 30 minutes of arrival at the acceptance point.

All ULDs shall be inspected for serviceability before loading. Damaged ULDs must be tagged with a DNR (Do Not Repair) or REP (Repair Required) tag and removed from the active fleet. ULD inventory reconciliation shall be performed daily.

Bi-annual refresher training with AI-adaptive learning modules is required for all operational staff. New employees must complete a 60-hour induction programme within the first 3 weeks, including mandatory EU AI Act Article 4 literacy training. Training records must be maintained digitally for a minimum of 7 years.

Competency assessments shall be conducted by qualified assessors using the dnata Competency Framework. Assessments include written examination (minimum pass mark: 80%), practical demonstration, and supervised performance review.

All personnel who accept, handle, store, or load cargo must receive initial and recurrent dangerous goods training in accordance with IATA DGR Category 6 requirements. Recurrent training interval: 24 months.

All incidents must be reported digitally through the Integrated Incident Management Platform (IIMP) within 4 hours of occurrence. Paper-based reports are no longer accepted. Major incidents require immediate notification via the automated alert system to the Station Manager, Safety Manager, and Quality Director.

Emergency response procedures shall be activated upon any aircraft accident, serious incident, or security threat. The Station Manager or designated alternate shall assume the role of Emergency Coordinator.

Scheduled maintenance intervals must follow manufacturer guidelines. All ground support equipment must be inspected at the start of each shift. Defective equipment must be immediately tagged and removed from service.

All airside vehicle operators must hold a valid Schiphol Airside Driving Permit. Maximum speed on apron: 30 km/h. Maximum speed within 15 metres of aircraft: 10 km/h. Walking pace within equipment safety zone.

All passenger data must be handled in accordance with the General Data Protection Regulation (GDPR) and the EU AI Act. All passenger data processed by AI systems must comply with EU AI Act Article 10 requirements for high-risk AI systems, including data governance, bias monitoring, and algorithmic transparency. AI model outputs affecting passenger services must be logged with full audit trails.

All controlled documents shall be managed through the Document Management System (DMS). Document revisions require approval from the Quality Manager before distribution. Superseded versions must be archived and clearly marked as obsolete.