Airport Handling Manual

AHM 1110
GROUND OPERATIONS TRAINING PROGRAM
1. INTRODUCTION
Any employer has a legal responsibility to ensure their employees are both safe in their workplace and that they are competent to
perform the duties they are employed to do. As the work of both operators and ground service providers (GSPs) is specialized,
complex and safety critical, it is essential that a comprehensive and appropriate level of training is delivered, documented and
maintained. Any training delivered shall reflect the needs of the operators, GSPs, industry, regulatory authorities and employees
regarding the tasks they perform and the sector wide best practice in the domain of ground handling.

2. SCOPE
This Chapter provides direction and guidance for operators and GSPs on how to develop training programs and solutions
necessary for personnel to perform ground operational functions safely, efficiently and competently.
This Chapter also includes training modules for the operational functions as defined in the IATA Ground Operations Manual
(IGOM), however some specific training requirements already published in AHM and ULDR were also taken into account. It is
important to note that the training modules contained within this Chapter do not represent a complete training program for all the
ground operations functions which may exist.
The training modules have been developed for the industry by ground operations industry experts based on procedures and best
practices described in the IATA Ground Operations Manual (IGOM), the Airport Handling Manual (AHM), as well the
IOSA/ISAGO Standards and Recommended Practices, amongst other industry materials
Any additional training modules within the scope of ground operations that are not covered in this Chapter shall be added
according to the company's scope of operation, national and airport regulatory requirements and customer airline specifics.

3. OBJECTIVES
Personnel who perform any operational function are required to develop and maintain required competences on the basis of
continuing education and training. Training shall be output focused with the objective being to enable and facilitate the
development of competence. Achievement of this competence is to be formally assessed against a set of defined and endorsed
standards in order to ensure that personnel can perform their duties in a competent, confident and safe manner.

4. DEFINITIONS AND TERMINOLOGY

4.1 Initial Training
Formal training provided to operational personnel prior to them being assigned to new duties, functions, positions and/or aircraft
equipment. Initial training shall be designed to deliver operational competence. It should be divided into theoretical and practical
elements and include assessments of theoretical knowledge and practical competence appropriate to the role and operational
requirements.

4.2 Recurrent Training

Formal training to ensure that operational personnel remain fully competent, against the latest regulatory and/or operational
requirements, to perform their assigned roles and functions.
It should be divided into theoretical and practical elements and include assessments of theoretical knowledge and/or practical
competence appropriate to the role and operational requirements.
To be conducted at a frequency in accordance with requirements of, as applicable, the State, regulatory authority, an operator or
GSP and shall include assessments of theoretical knowledge and/or practical competence appropriate to the role and operational
requirements

4.3 Re-qualification Training

Training for operational personnel who have previously achieved competence, but who no longer demonstrate the required
competence, or who have been absent from their operational role for a prolonged period of time. This training shall address the
identified gap in competence and include assessments of theoretical knowledge and practical competence appropriate to the role
and operational requirements.

4.4 Update Training

Training provided to ensure personnel remain competent as a result of changes relevant to the achievement of their operational
duties. Any such update training should be developed and introduced as a result of an effective analysis and change
management process. Update training could be introduced as a result of changes to equipment, infrastructure, systems,
procedures or combination of the above.

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4.5 Trainer
A competent person who enables learning and achievement of competence through the development of both theoretical
knowledge and practical skills.

4.6 On Job Trainer

A competent person who enables the development of theoretical knowledge and practical competence. This role is usually
performed by operational employees who are trained and competent to perform this task.

4.7 Assessor
A competent person who can formally assess the achievement of theoretical knowledge and practical competence. An assessor
should be able to provide feedback to the trainee on established gaps for both theoretical and practical competence. This role
can be performed by Trainers, On Job Trainers or other operational personnel who are competent to perform this task.

4.8 Assessment
The process by which an Assessor determines how well a trainee’s performance fulfils the required course competences. The
process may include a demonstration of knowledge, proficiency and/or competence as required and appropriate. Assessment
can be conducted using a range of methods, e.g. written, digital and/or practical, however shall be conducted against a defined
set of criteria. All assessments shall be documented and recorded accordingly.

4.9 Competence
The ability to perform a task safely, successfully and efficiently to a required standard.

5. TRAINING MANAGEMENT SYSTEM

An operator or GSP shall have an established management system in place to cover all aspects of training

5.1 Training Governance

An operator or GSP shall have a governance framework in place which defines the standards, policies and procedures relating to
training. These should cover the following:
(a) Design, development and delivery of training content.
(b) Training planning process.
(c) Measures of effectiveness for delivered training.
(d) Process if a trainee does not achieve the required standard of competence or needs to undergo requalification training.
(e) Development and maintenance of Trainer competence.
(f) Management processes for tracking qualification, training documentation and records.
(g) Process for development of any Update training.

5.2 Training Plan

Each company shall develop a training plan, to be reviewed on a regular basis, which shall take into consideration:
(a) The regulatory, industry and mandatory requirements for training.
(b) The number of personnel that need to be trained per job role assigned.
(c) When those personnel need to be trained.
(d) That sufficient resources (e.g. staff, facilities, equipment) are allocated to perform the required training in a timely manner.
The Training Plan should be made in conjunction with the operational plan to ensure effective delivery and allocation of
resources, including personnel.

5.3 Training Program

A training program shall define how operational personnel can develop, demonstrate and maintain the necessary skills and
competences to perform their duties to the required standard for each job task/function within the scope of the company's
activities. The training program shall, as a minimum, address:
(a) Initial training requirements
(b) Recurrent training requirements
(c) Other specialized training requirements, including those required by equipment manufacturers, system developers/suppliers,
operators, GSPs or the regulatory authorities, as applicable
(d) Target audience for training
(e) Duration of training
(f) Training objectives and learning outcomes

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(g) Training Methods:

1. Assessment strategy and criteria–including for on job training
2. Resources required to deliver–including personnel and physical resources
(h) The training program should be reviewed at least once a year, or as necessary, to ensure that:
1. It continues to meet current and expected internal and regulatory needs
2. All training material is up-to-date and meets employer, operator, GSP and regulatory requirements as applicable

5.4 Training Material

In developing training material, an organisation shall take into account variables such as languages, local regulations, equipment
used etc in order to meet the required training objectives and learning outcomes.
To reduce language barriers, training material should maximize illustrations and minimize lengthy written explanations. Training
should be delivered in the local language when possible, or at least with local language support, except when other languages
(different from the local one) are defined by the operator or GSP as a mandatory requirement for the function, e.g. English for
some supervisory functions.
Companies shall ensure that all training material is maintained and current at all times, as appropriate. This should include
current industry standards, regulations, resolutions, customer requirements, service bulletins, system updates, recommended
practices, etc. This review shall be conducted at least annually.
All material shall be included in an effective documentation control system and display, as a minimum, version number and date
of revision, as well as evidence of regular review.

5.5 Training Records

Operators and GSPs shall ensure training records are maintained for all operational employees, including any contract/part-time
employees.
Training records shall be included in an appropriate documentation control system.
Training and assessment records shall be retained by the employer as required by the regulatory authority or for a minimum
period of thirty-six months from the most recent training and assessment completion month and shall be made available upon
request to the employee or appropriate national authority (as a minimum the last two training records shall be kept)
(a) All theoretical and practical training, including assessments and achievement of competence should be documented in a
timely and consistent manner. The record should identify as a minimum:
1. Trainee name
2. Staff ID
3. Subject/Title of training
4. Required pass mark or percentage
5. Actual test mark or percentage achieved
6. Date of training
7. Date of re-currency
8. Name of trainer where delivered by a trainer
(b) In the case of paper records:
1. The trainer will sign to confirm they have delivered the training
2. The trainee will sign to acknowledge they have received the training and understand how they are to now take this
forward into the operational workplace
(c) In the case of electronic or computer based training, the record shall include a course reference and electronic
acknowledgement (as applicable). Regular back-up data processes shall be established to ensure data safety
Note: Training content and records shall be made available for review as required, e.g. during an audit, on request of regulatory
authority, operator etc.

6. INITIAL AND CONTINUING QUALIFICATION

Personnel shall successfully complete initial training before being assigned to perform new duties. Initial training shall be
delivered as a blended solution, including theory and practical, as appropriate to the role and operational requirements, and
assessed against a set criteria and standard. In all cases, this shall be documented and recorded.
Recurrent training shall be delivered at the frequency specified in the relevant training documentation, but not less than once
during every 36-month period, in order to ensure all personnel remain competent to perform their operational duties. Recurrent
training shall be planned such that the training is performed and any assessment completed prior to the current expiry date.
Requalification and Update training shall be conducted as required.
All training, i.e. theoretical and practical, shall be delivered in the most appropriate manner for the audience and subject, and
shall be conducted in an environment suitable for the purpose.
Successful completion of any required training is necessary to maintain the training qualification and competence.

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Where an employee is absent from the operational or functional role for a prolonged period of time, regardless of the reason for
their absence, a company shall ensure that the following minimum conditions are met:

Period of Absence Action

Up to 3 months Brief the employee on any procedural, organizational, or equipment/infrastructure
updates/changes that might have occurred during their absence. The briefing shall be
documented and filed accordingly.
Between 3 and 12 months Brief the employee on any procedural, organizational, or equipment/infrastructure
updates/changes that might have occurred during their absence. The briefing shall be
documented and filed accordingly. Additionally, deliver On Job Training to ensure
competence has been maintained. Should any gaps in competence be identified, a
period of requalification training shall be initiated.
Between 12 and 24 months Brief the employee on any procedural, organizational, or equipment/infrastructure
updates/changes that might have occurred during their absence. The briefing shall be
documented and filed accordingly. Additionally, deliver requalification training, including a
documented, formal assessment of competence, as per initial training, in order to confirm
the employee remains competent to perform that role.
More than 24 months Initial training program(s) to be delivered.

7. TRAINING METHODS
Training should be delivered using a mix of methods, i.e. a blended solution, as appropriate for the individual training needs of a
specific operational function and/or regulatory requirement. Training should therefore be a combination of theoretical and practical
skills, designed to develop the trainee’s understanding of, and ability to successfully complete, the task being trained to the
required standard.

7.1 Theoretical Training

Theoretical training can be delivered using a variety of methods and media to enable learning, e.g. classroom, web-based, digital,
virtual reality and video tutorials. Theoretical training shall be documented and recorded accordingly.

7.2 Practical Training–including on Job Training

In addition to theoretical training, practical training shall be conducted to ensure achievement of competence in all defined
training objectives applicable to the functional role. Practical training shall be documented and recorded accordingly

8. ASSESSMENT PROCESS
Verification of theoretical knowledge shall be achieved, where applicable, by means of an appropriate test of the subject matter
being trained.
A minimum of an 80% pass mark shall be established for theoretical assessments however there should be a review process for
addressing any question failures, even if a pass mark was achieved.
Verification of practical competence shall be achieved, where applicable, by means of formal assessment of the task being
completed.
All practical assessments shall be conducted using a standardized and controlled checklist for each training task.The trainee shall
achieve an error free assessment in order to be determined competent.
Upon successful completion of the above, personnel can be considered as qualified and competent to fulfil their assigned duties.

9. COMPETENCE REQUIREMENTS FOR TRAINERS, ON JOB TRAINERS AND

ASSESSORS
Trainers, On Job Trainers and Assessors shall be competent, qualified and, if required, certified, to conduct training and
assessments as appropriate. As a minimum they shall be competent in accordance with the standards outlined in this section.
Training shall be conducted by personnel who have demonstrated the skills to deliver the training effectively, and who are
competent in the subjects to be trained.

9.1 Trainer
9.1.1 Pre-requisites
A trainer shall have a minimum of 12 months of operational experience in the subject area they will be expected to train
Subject matter expertise within an operational area does not however guarantee that the individual will be a competent trainer. In
addition therefore, they should also meet the following requirements:
(a) Effective inter-personal skills and communication skills.

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(b) Demonstrate the ability to present to an audience, e.g. to a minimum of 5 people.

(c) Desire to be a Trainer.

9.1.2 Initial Qualification

In order to become a competent trainer, an employee:
(a) Shall successfully complete an organisation’s own internal or external Train the Trainer programme. This will develop the
individual’s competence as a trainer and give them the ability to deliver training effectively.
(b) Shall successfully complete trainer certification as required by a State or regulatory authority.
(c) Should observe a minimum of one training course delivered by a qualified trainer, prior to delivering their first training course.
(d) Shall conduct their first training course under the supervision of a qualified trainer or assessor.

9.1.3 Continuing Qualification

In order to maintain competence a trainer:
(a) Shall undertake recurrent training for trainers e.g. workshops, briefs, peer reviews.
(b) Shall complete any recurrent Trainer certification as required by a State or regulatory authority.
(c) Shall deliver at least one training course per 24 months for each discipline they are qualified to train.
(d) If they cannot achieve the above they shall undertake any required re-currency training course for the subject area they are
required to deliver.

9.2 On-the-job Trainer

9.2.1 Pre-requisites
An On Job Trainer shall have a minimum of 12 months of operational experience in the subject area they will be expected to
train.
Subject matter expertise within an operational area does not however guarantee that the individual will be a competent on job
trainer. In addition therefore, they should also meet the following requirements:
(a) Effective inter-personal skills and communication skills
(b) Desire to be an On Job Trainer

9.2.2 Initial Qualifications

In order to become competent an employee:
(a) Shall successfully complete an organization’s own internal development program for On Job Trainers. This will develop the
individual’s competence as an On Job Trainer and give them the ability to deliver practical training effectively
(b) Shall conduct their first training session under the supervision of a qualified trainer or assessor

9.2.3 Continuing Qualifications

An On Job trainer:
(a) Shall maintain their competence in the subject area to be trained.
(b) Shall deliver at least one training course per 24 months for each discipline they are qualified to train

9.3 Assessor
Personnel identified to be Assessors should, as a minimum, be briefed accordingly in how to conduct theoretical and practical
assessments.

10. DEFINITION OF JOB ROLE AND FUNCTIONAL TASKS

Each company is responsible for defining the job roles and associated functional tasks according to the company's needs, for
example “an engine start” task may be performed by different job functions e.g. Ramp Agent, Push-back Driver, or other.
Training modules shall be based on providing competencies in functional tasks which can then be grouped to match certain job
roles as determined by the company to meet its scope of operations. As such, the Job Roles listed in Tables 1, 2 and 3 below,
are but one of the of many possible ways in which the functional tasks can be grouped to define job roles.
Since the responsibilities assigned to the various job roles (e.g. ramp agent) may differ from one company to the next, or even
within the same company but at different locations, the functional tasks that employees are assigned to perform will determine
which training modules they are required to complete.

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Table 1. Passenger Services Job Task

Job Role Description of Role Functional Tasks

Meet and Greet Agent The meet and greet agent provides • Provides basic customer service
direction and assistance to passen- • Directs passengers
gers at the check in area, or for • Assists PRM passengers
kiosk/bag drop support. • Kiosk or bag drop support
Check-in Agent The check-in agent works in the • Check in preparation
check-in area and kiosk/bag drop area • Passenger acceptance
accepting passengers and baggage. • Checked & carry-on baggage acceptance
• Fee collection
• Documentation checks, vetting
• Kiosk or bag drop support
PRM Agent The PRM Agent provides assistance • Provide assistance through the airport, onto the air-
to passengers requiring assistance craft
and passengers with reduced mobility. • Use appropriate coding
Includes identification, physical assist- • Knowledge of medical equipment
ance. • Handling of UMNR, passengers with assist animals
• Transfer of passengers using various lift de-
vices/methods
Arrival Agent The arrival agent meets inbound air- • Meet inbound aircraft, manage passenger offload
craft and provides arrival support func- • Provide transit/transfer/connection infor-
tions including operating of passenger mation/direction
bridge. • Provide PRM assistance
Departure Agent The departure agent manages the de- • Manage passenger on load including PRM, UMNR
parture gate including boarding, infor- • Documentation checks
mation to crew and load control, se- • Secure the flight, provide load information to crew
curing the flight. • Open ramp safety and direction
• Baggage monitoring
Connection Agent The connection agent coordinates in- • Flight monitoring
bound and outbound passenger move- • Communicate passenger and baggage information
ment and communication that includes • Provide transit/transfer/connection infor-
transit/transfer and connection pass- mation/direction to passengers
engers and baggage. • Manage IRROPS for transit/transfer/connection pass-
engers
Baggage Agent The baggage agent handles mis- • Processing of on hand, missing, delayed and dam-
handled baggage and communicates aged baggage
with passengers and other stations. • Tracing of missing baggage
• Forwarding of found baggage
• Completion of reports
• Knowledge of customs and regulatory requirements
Claims & Settlement Agent The claims and settlement agent pro- • Review of baggage claims
cesses baggage files/claims by provid- • Communication with passengers
ing financial settlement to passengers • Claims settlements based on applicable tariff or con-
for mishandlings. vention
Passenger Services Oversee and coordinate all Passenger • Management and organization of ticket counter per-
Supervision Services according to the company, sonnel and passenger service operation
customer procedures and in accord- • Constant liaison with Check-in, transfer desk, and
ance with legislation other related areas ensuring a timely departure of the
aircraft
• Responding to passenger concerns, baggage handling
and various trouble shooting
• Monitor that service level agreements are met
• Monitor safety, security procedures are followed
• Coordinate and resolve any non-standard situations
• Communicate with the customer, airport representa-
tives, and other operational units regarding on oper-
ations issues, the delays, and non-standard situation

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Table 2. Ramp Services Job Roles & Functional Tasks

Job Role Description of Role Functional Tasks

Baggage Loading Agent The basic baggage loading agent • Sorting baggage
function works in the baggage-make • Preparing ULD's for loading
up areas. • Loading baggage into ULD's & carts
• Recording baggage details
Aircraft Loading Agent Agent responsible for loading an air- • Operates aircraft CLS
craft using dedicated GSE • Operates Loaders to transfer ULD's on/off aircraft
• Operates conveyor loaders
• Operates Transporter vehicles
• Operates baggage tracking system
Aircraft Loading Supervisor of aircraft loading process • Coordinate all ramp activities during aircraft turn-
Supervision around
• Report to the appropriate departments any anomalies
such as visible damage, hold inoperative, missing
and/or damaged restraints not previously highlighted.
• Ensure that the loading is consistent with the LIR
• Check the apparent condition of special load, including
dangerous goods

Table 3. Load Control Services Job Roles & Functional Tasks

Job Role Description of Role Functional Tasks

Load Control Responsible for load planning. Re- • Ensures loading of aircraft is safe with respect to
sponsible for the accurate production weight and balance
of all weight and balance documen- • Manages safe planning of cargo commodities includ-
tation ing priorities and safe segregation.
• Issues loading instructions
• Considers balance parameters.
• Produces loadsheets for aircraft within safe limits

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11. TRAINING MODULES

Understanding that each company has its own organization structure and defined roles for each job position with a multitude of
tasks, the Training Requirements are developed based on the functional task as outline in the specific matrixes below.
Functional tasks primarily cover operational functions within the IGOM scope, however may not represent all operational
functions which may exists within a company.

Passenger Handling - Required Courses For Functions

Meet and Check-in PRM Arrival Departure Connections Baggage Pax
Greet & Transfers Supervision
GEN01; HF01; GEN01; HF01; GEN01; HF01; GEN01; HF01; GEN01; HF01; GEN01; HF01; GEN01; HF01; GEN01; HF02;
PAX01; PAX01; PAX01; PAX01; PAX01; PAX01; PAX01; SMS01;
PAX07; PAX02; PAX02; PAX02; PAX02; PAX02; PAX03, PAX01;
PAX09; PAX03, PAX03, PAX07; PAX03, PAX05; PAX04; PAX02;
PAX 12, PAX04; PAX04; PAX08; PAX06; PAX06; PAX06; PAX03,
PAX05; PAX07; PAX09; PAX07; PAX07; PAX10; PAX04;
PAX06; PAX09; PAX10; PAX08; PAX09; PAX 12, PAX05;
PAX07; PAX11; PAX12; PAX09; PAX10; PAX06;
PAX08; PAX 12, PAX 14, PAX10; PAX11; PAX07;
PAX09; PAX15 PAX11; PAX 12 PAX08;
PAX10; PAX 12, PAX09;
PAX11; PAX13; PAX10;
PAX 12 PAX14 PAX11;
PAX 12

Ramp Handling - Required Courses For Function

Baggage Passenger Transport Aircraft Supervision Wing Headset Pushback/ Lavatory Ramp
Handling Boarding Baggage/ Loading of Aircraft Walker Operation/ Towing Supervision
Sorting Bridge Cargo/Mail Load Engine
Area Start
GEN01; GEN01; GEN01; GEN01; GEN01; GEN01; GEN01; GEN01; GEN01; GEN01;
HF01; HF01; HF01; HF01; HF01; HF01; HF01; HF01; HF01; HF02;
RMP01; RMP01; RMP01; LOD01; LOD01; RMP01; RMP01; RMP01; RMP01; SMS01;
RMP03; RMP02; RMP02; RMP01; SMS01; RMP02; RMP02; RMP02; RMP02; LOD01;
RMP04; RMP04; RMP03; RMP02; RMP01; RMP04; RMP03; RMP03; RMP03; RMP01;
RMP14; RMP06; RMP04; RMP03; RMP02; RMP05; RMP04; RMP04; RMP04; RMP02;
RMP16; RMP08; RMP10; RMP04; RMP03; RMP10; RMP5; RMP11; RMP14; RMP03;
RMP18; RMP14; RMP07; RMP04; RMP11 RMP10; RMP12; RMP18; RMP04;
RMP18; RMP09; RMP09; RMP11; RMP13; RMP11; RMP05;
RMP14; RMP10; RMP15; RMP15; RMP10;
RMP16; RMP14; RMP11;
RMP19, RMP17; RMP17;
RMP18; RMP18;
RMP19 RMP19

Load Control Required Courses For Function

GEN01; SMS01; HF02; LOD01; LOD02; LOD03; LOD04

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11.1 General Aviation Training Modules

GEN 01 AVIATION BASICS & SAFETY

Employee will learn the basic terminology and definitions associated with aviation, safety, security
Description
policies, procedures and Emergency response
Pre-requisites n/a
Method of Training Theoretical Training
Method of Assessment Theoretica Assessment
Duration
Topic Number Topic Title
1.GEN01 Terminology
2.GEN01 Definitions
3.GEN01 Abbreviations
4.GEN01 Phonetic Alphabet
5.GEN01 Universal Time Control and Time Zones
6.GEN01 Airport Codes
7.GEN01 IATA and ICAO codes and Hierarchy
Work Safely
(a) Safety Philosophy
(b) Safety Regulations
(c) Hazards
(d) Personal protection
8.GEN01
(e) Incidents and Accidents
(i) Injuries and Prevention
(ii) Cost of Injuries
(iii) Risk Assessment
(iv) Reporting
Security Awareness
(a) Regulations, considerations
9.GEN01 (b) Airside security–restricted and secure areas
(c) Security procedures including increased security threats
(d) Documents and data security and protection and GDPR
Emergency Response
10.GEN01 (a) Emergency Situations
(b) Abnormal Procedures
(c) Reporting
9.GEN01: Security module to be in accordance with state security program and local and company
specifics
Notes
10.GEN01: Emergency Response module to be in accordance with state, airport, local, company and
customer airlines specifics.

SMS 01 SMS BASIC

This course provides basic level of Safety Management.
Course Description
(For details on SMS refer AHM 610)
Pre-requisites
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.SMS01 Operational reporting–Advanced
2.SMS01 Event Investigation methods
3.SMS01 Risk Assessment

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HF 01 HUMAN FACTORS–BASIC
This course provides an introduction to Human Factors, including Fatigue Management and Drugs &
Course Description Alcohol issues.
(For details on Substance Abuse Program refer AHM 615)
Pre-requisites Nil
Type of Course Classroom and/or computer based
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Topic Number
1.HF01 Motivation & attitude
2.HF01 Communication skills
3.HF01 Stress
4.HF01 Effects of psychoactive substances (drugs & alcohol)
5.HF01 Fatigue concepts & awareness
6.HF01 Time pressure
7.HF01 Peer management pressure
8.HF01 Teamwork

HF 02 HUMAN FACTORS–ADVANCED
This course addresses advanced Human Factors concepts, including Fatigue Management and Drugs
Course Description & Alcohol issues.
(For details on Substance Abuse Program refer AHM 615)
Pre-requisites Nil
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number
1.HF02 Motivation & attitude
2.HF02 Human behavior
3.HF02 Communication skills
4.HF02 Stress
5.HF02 Ergonomics
6.HF02 Effects of psychoactive substances (drugs & alcohol)
7.HF02 Fatigue management
8.HF02 Time pressure
9.HF02 Peer management pressure
10.HF02 Situational awareness
11.HF02 Teamwork

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11.2 Passenger Services Training Modules

PAX 01 PASSENGER SERVICES–CUSTOMER SERVICE

Passenger agents will learn the basics of providing excellent customer service, and how to deal with
Course Description
irate passengers and defuse difficult situations.
Pre-requisites GEN 01
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX.01 Customer Service Basics
2.PAX.01 First Impressions
3.PAX.01 Greeting and Salutations
4.PAX.01 Body Language
5.PAX.01 Using positive words
6.PAX.01 Personal Service
7.PAX.01 Quick wins
8.PAX.01 Defusing the situation
9.PAX.01 Acknowledge and apologize
10.PAX.01 Support, intervention and management assistance
11.PAX.01 Follow up and reporting

PAX 02 PASSENGER SERVICES–ARRIVALS/DEPARTURES

This course provides step by step instructions for all the elements of flight arrivals and departures,
Course Description
from meeting the arriving aircraft, to all preparations for departure.
Pre-requisites GEN01; PAX01
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.PAX02 Preparation of resources, equipment and ETA
2.PAX02 Arrival paperwork
3.PAX02 Transfer, connecting and transit passengers
4.PAX02 Boarding gate preparation
5.PAX02 Documentation requirements
6.PAX02 Announcements
7.PAX02 Boarding of passengers
8.PAX02 Passenger assessment
9.PAX02 Carry-on baggage and gate checked items, including DAA
10.PAX02 Securing of a flight
11.PAX02 Departure paperwork and crew communication
Notes For Boarding bridge Operation and cabin access door operations please see RMP 06 and RMP 07

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PAX 03 PASSENGER SERVICES–BAGGAGE SERVICES

This course provides information and instructions for mishandled baggage, including flight arrivals and
Course Description
report completion.
Pre-requisites GEN01; PAX01
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.PAX03 On hand baggage
2.PAX03 Missing baggage
3.PAX03 Delayed baggage
4.PAX03 Damaged baggage
5.PAX03 Pilfered baggage
6.PAX03 Lost and found articles
7.PAX03 Rush baggage
8.PAX03 In bond baggage
9.PAX03 Interline baggage
10.PAX03 Standby baggage
11.PAX03 Arrival of a flight
12.PAX03 Connection, transfer and transit baggage
13.PAX03 Customs and regulatory requirements
14.PAX03 IATA baggage descriptions
15.PAX03 Permanent tags and locator devices
16.PAX03 Report completion
17.PAX03 Customer airline liability
18.PAX03 Passenger communication

PAX 04 PASSENGER SERVICES–BAGGAGE CLAIMS AND SETTLEMENT

This course provides information and instructions for mishandled baggage, including flight arrivals and
Course Description
report completion.
Pre-requisites GEN01; PAX 01, PAX 03
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX04 Tracing methods and duration
2.PAX04 Customer airline liability
3.PAX04 Passenger communication
4.PAX04 Passenger file actions
5.PAX04 Customer airline central baggage facilities
6.PAX04 Montreal and Warsaw convention, airline tariffs
7.PAX04 Claims settlements
8.PAX04 Insurance responsibility
9.PAX04 Fraudulent and duplicate

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PAX 05 PASSENGER SERVICES–CHECK-IN

This course provides step by step instructions to prepare for each step of the passenger check in
Course Description
process, from setting up the counters to flight closure.
Pre-requisites GEN01; PAX 01
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.PAX.05 Pre-flight preparation
2.PAX.05 Counter set up
3.PAX.05 Documentation
4.PAX.05 Passenger information collection and vetting
5.PAX.05 Watch list processing
6.PAX.05 Passenger assessment and acceptance
7.PAX.05 Non-revenue processing
8.PAX.05 Seating
9.PAX.05 Carry-on baggage
10.PAX.05 Checked baggage
11.PAX.05 Non-standard loads, handling and boarding of weapons
12.PAX.05 Manual Check-in procedures
13.PAX.05 SSR requirements
14.PAX.05 Collection and payment of fees
15.PAX.05 Passenger direction and information
16.PAX.05 Flight closure
17.PAX.05 Irregular operations

PAX 06 PASSENGER SERVICES–IRREGULAR OPERATIONS

Course Description Passenger agents will learn the steps and procedures for handling of Irregular Operations
Pre-requisites GEN01; PAX 01; PAX 03; PAX 04
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX.06 Delay Handling-Weather
2.PAX.06 Delay Handling–Mechanical
3.PAX.06 Missed connections
4.PAX.06 Flight cancellations
5.PAX.06 Diversions
6.PAX.06 Denied boarding
7.PAX.06 Increased security threat
8.PAX.06 DCS Failure

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PAX 07 PASSENGER SERVICES–PASSENGER ASSISTANCE AND PRM

This course provides training related to the assistance and services provided to passengers with
Course Description reduced mobility, and all forms of passenger assistance from unaccompanied minors to transfer
techniques.
Pre-requisites GEN 01; PAX 01
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX07 Types of disabilities
2.PAX07 Regulatory requirements and restrictions
3.PAX07 Codes
4.PAX07 Assistance at check in, arrival, departure and transfer
5.PAX07 Airport accessibility features
6.PAX07 Alternate methods of communication
7.PAX07 Seating
8.PAX07 Aircraft accessibility features
9.PAX07 Mobility aids
10.PAX07 Medical devices and equipment
11.PAX07 Oxygen and Personal Oxygen cylinders
12.PAX07 Medical clearance
13.PAX07 Passengers requiring escort/attendant
14.PAX07 Passengers with mental disabilities
15.PAX07 Passenger transfers and lifting assist devices
16.PAX07 Service animals
17.PAX07 Allergies
18.PAX07 Passengers of size
19.PAX07 Unaccompanied minors and young passengers
20.PAX07 Pregnant passengers
21.PAX07 Infants and children

PAX 08 PASSENGER SERVICES–POST FLIGHT REQUIREMENTS

This course provides information and details about the post flight functions and requirement for a
Course Description
passenger agent
Pre-requisites GEN01; PAX01
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX.08 Messages
2.PAX.08 Reports
3.PAX.08 Government vetting & API requirements
4.PAX.08 Flight files and document retention
5.PAX.08 Secure disposal of documents
6.PAX.08 Inventory Management

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PAX 09 PASSENGER SERVICES–SPECIAL CATEGORY PASSENGERS

This course provides training and instructions related to special category passengers, including
Course Description
inadmissible passengers and disruptive situations.
Pre-requisites GEN01; PAX01
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX.09 Passengers subject to judicial proceedings
2.PAX.09 Inadmissible passengers
3.PAX.09 Deportees
4.PAX.09 Non-standard groups
5.PAX.09 Unruly/disruptive passengers
6.PAX.09 Passengers under the influence of drugs or alcohol
7.PAX.09 Armed passengers, law enforcement officers
8.PAX.09 Passengers travelling with firearms
9.PAX.09 Seating
10.PAX.09 Communication requirements
11.PAX.09 Reporting
12.PAX.09 Labelling and loading
13.PAX.09 Baggage requirements

PAX 10 PASSENGER SERVICES–TRANSFER OF LOAD INFORMATION

This course provides the passenger agent with an in-depth understanding of the principles of
Course Description passenger and baggage weight, how standard and non-standard weights are accounted for, and how
all weight is accounted for in the load control process.
Pre-requisites GEN01; PAX01; PAX05
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.PAX.10 DCS System set up
2.PAX.10 Requirements check-in
3.PAX.10 Passenger weights, groups
4.PAX.10 Carry-on baggage
5.PAX.10 Checked baggage
6.PAX.10 Medical equipment and mobility aids
7.PAX.10 Sporting equipment
8.PAX.10 Live animals
9.PAX.10 Musical instruments
10.PAX.10 Other non-normal load items
11.PAX.10 Communication methods to load control
12.PAX.10 Check in closure
13.PAX.10 Final figures for passengers, baggage
14.PAX.10 Seats occupied by zone
15.PAX.10 Passengers available for disembarkation
16.PAX.10 Supernumerary crew members
17.PAX.10 Jump seat occupancy

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PAX 10 PASSENGER SERVICES–TRANSFER OF LOAD INFORMATION

18.PAX.10 Gate tagged and gate checked items, DAA
19.PAX.10 Last minute changes

PAX 11 PASSENGER SERVICES–TRANSFER, TRANSIT AND CONNECTION

This course provides passenger agents with the steps required to process and assist passengers who
Course Description
are transferring to and from other flights, in transit, and connecting to and from flights.
Pre-requisites GEN 01; PAX 01; PAX 03; PAX 04
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.PAX.11 Pre-arrival preparations
2.PAX.11 Disembarkation procedures
3.PAX.11 Security requirements
4.PAX.11 Immigration and customs requirements
5.PAX.11 Gate check in and transfer
6.PAX.11 Boarding of transit and connecting passengers
7.PAX.11 Loading of transit and connecting baggage communication
8.PAX.11 Missing passenger procedures
9.PAX.11 Aircraft changes
10.PAX.11 Missed flights

PAX 12 PASSENGER SERVICES–DANGEROUS GOODS

Passenger agents will learn duties, the Dangerous Goods Regulations for acceptance and
Description
transportation of Dangerous Goods
Pre-requisites n/a
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.PAX12 General philosophy
2.PAX12 Limitations
3.PAX12 Labeling and marking
4.PAX12 Recognition of undeclared dangerous goods
5.PAX12 Provisions for passengers and crew
6.PAX12 Emergency procedures
7.PAX12 Communication and reporting
Notes DG Training to be completed as per requirements specified in current edition of DGR Requirement

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PAX 13 PASSENGER SERVICES–BOARDING BRIDGE OPERATIONS

This course provides procedures for the passenger boarding bridge, including a practical test, and
Description procedures to ensure safe and secure access to an aircraft to authorized persons only.
This course is equivalent to RMP 06
Pre-requisites GEN 01;
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.PAX13 Assessment of bridge or ramp area
2.PAX13 Pre-arrival/parking position
3.PAX13 Pre-movement checks
4.PAX13 Equipment system, switches, cut offs and buttons
5.PAX13 Operating instructions and procedures
6.PAX13 Putting the bridge to the aircraft
7.PAX13 Engagement of safety systems
8.PAX13 Emergency slide deployment area
9.PAX13 Post departure parking position
10.PAX13 Back off and wind off procedures
11.PAX13 Out of limits procedures
12.PAX13 Equipment failure, accident, incidents and reporting procedures
13.PAX13 Passenger guidance and surveillance
14.PAX13 Adverse weather conditions
15.PAX13 Unattended aircraft
16.PAX13 Overnight procedures
17.PAX13 Fire drill and procedures (bridge and aircraft)
18.PAX13 Accidents incidents response and reporting

PAX 14 PASSENGER SERVICES–AIRCRAFT CABIN ACCESS DOORS

This course provides procedures opening and closing Aircraft Cabin Doors
Description
This course is equivalent to RMP 08
Pre-requisites GEN 01,
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic
1.PAX14 Aircraft Cabin Access Doors
2.PAX14 Overview of Aircraft Types
3.PAX14 General Safety precaution
4.PAX14 Opening of cabin access doors from Inside by Trained Crew
5.PAX14 Opening of Aircraft Access doors from inside by Ground Staff
6.PAX14 Opening Cabin Access Doors from Outside with Crew/Ground Staff on Board
7.PAX14 Opening Cabin Access Doors from Outside with no Crew/Ground Staff on Board
8.PAX14 Embarkation or Disembarkation Through Cabin Access Doors
9.PAX14 Closing Cabin Access Doors
10.PAX14 Re-Opening Cabin Access Doors

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11.3 Ramp Services Training Modules

General Aviation SERVICES SYLLABI
PASSENGER SERVICES SYLLABI
RAMP SERVICES SYLLABI

RMP 01 RAMP SERVICES–BASIC RAMP & AIRSIDE SAFETY

This course provides step by step instructions for all elements of working on the apron and any airside
Description
areas.
Pre-requisites GEN01
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.RMP01 Safety Philosophy
(a) Company safety policy and program
(b) Employer/employee safety functions and responsibilities
2.RMP01 Safety Regulations
(a) International Aviation regulations
(b) National regulations
(c) Airport airside regulations Safe Working Practices/Safe Operating Practices
3.RMP01 Local Airport Layout
4.RMP01 Types of Aircraft
5.RMP01 Airside Hazards
(a) Vehicle movements
(b) Pedestrian movements
(c) Aircraft movements
(d) Jet engines
(e) Aircraft antennae and other protrusions
(f) GSE
(g) Aircraft fueling and fuel spills
(h) Adverse and seasonal weather conditions
(i) Night operations
(j) Working at height
(k) Slips, trips and falls
(l) Noise
(m) Requirements Handling
(n) Runway incursions
6.RMP01 Airside Markings & Signage
7.RMP01 Emergency Situations
(a) Reporting
(b) Injuries
(c) Security threats
(d) Spillages
(e) Location and response to alarms and emergency stops
(f) Fuel shut-offs
(g) Fire
(h) Severe weather
(i) Emergency procedures for on stand evacuation

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RMP 01 RAMP SERVICES–BASIC RAMP & AIRSIDE SAFETY

8.RMP01 FOD & Prevention
Personal Protection
(a) Personal protective equipment e.g.
(b) Hi-visibility clothing
9.RMP01 (c) Protective clothing for: Ears, Feet/Toes, Knees, Hands, Eyes
(d) Occupational health program
(e) Musculoskeletal injury prevention programs
Weather exposure
10.RMP01 Safe work practices
11.RMP01 Accidents & Incidents Reporting
12.RMP01 First–aid training
7.RMP01: Emergency Situations module to be in accordance with airport, local, company and
Notes
customer airlines specifics.

RMP 02 RAMP SERVICES–ADVANCED RAMP & AIRSIDE SAFETY

This course provides step by step instructions for all enhanced safety requirements for working on the
Course Description
apron and any airside areas.
Pre-requisites GEN 01; RMP 01
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.RMP02 Aircraft Fueling/Defueling Safety
2.RMP02 Vehicle/GSE Accident
Accident & Incident
(a) action to be taken in the event of a vehicle accident,
3.RMP02 (b) action to be taken in the event of a vehicle striking an aircraft,
(c) action to be taken in the event of fire,
(d) action to be taken in the event of aircraft accident/incident,
(e) action to be taken in the event of personal injury
4.RMP02 Dangerous Goods Incident
5.RMP02 Personnel injury event
6.RMP02 Security incident event
7.RMP02 Risk management

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RMP 03 RAMP SERVICES–AIRSIDE DRIVING

This course provides step by step instructions for all elements of driving on the apron and any airside
Course Description
areas.
Pre-requisites GEN01; RMP 01, Valid passenger car driver's license issued by the country/state licensing authority
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
Responsibilities of vehicle operators
(a) Fitness to drive (medical/health standards) per national or airport requirements;
(b) Use of personal protective equipment such as high visibility clothing and hearing protection;
(c) General driving standards;
(d) Speed limits, prohibited areas and no parking regulations;
(e) Vehicle reversing;
1.RMP03 (f) Staff and passengers walking across aprons;
(g) Vehicle towing restrictions;
(h) Vehicle movement in proximity to maneuvering aircraft and navigational equipment/signage;
(i) Smoking restrictions;
(j) FOD–types, effects and required action;
(k) Assurance of vehicle suitability for the task and used correctly;
Consequences of contravening rules and regulations related to operation of vehicles airside.
Vehicle equipment standards
(a) Condition and maintenance standards agreed at aerodrome and/or national level;
2.RMP03 (b) Requirements to display obstruction lights and company insignia;
(c) Requirements and content of daily vehicle inspections;
(d) Agreed standards of aerodrome and company vehicle fault reporting and rectification;
Local requirements for the issue and display of Airside Vehicle Permits (AVPs)
3.RMP03 Airside safety regulations
Hazards of airside driving
(a) The danger zones around aircraft;
4.RMP03 (b) Engine suction/ingestion and blast, propellers, aircraft refueling;
(c) Fuel spillage;
Congestion on the ramp
5.RMP03 Vehicle operation in normal weather conditions
6.RMP03 Vehicle operation in inclement/extreme weather conditions
Vehicle operation in low visibility conditions
7.RMP03 (a) Driving at night;
Driving in adverse weather conditions, particularly low visibility.
8.RMP03 Pre-vehicle operation mandatory inspection
Layout of apron and airside roads
(a) The general geography layout of the local aerodrome;
(b) Aviation terminology used;
9.RMP03 (c) Interpretation of airside markings and signage;
(d) Markings and lights for both vehicles and aircraft;
(e) Signs, markings and lights used to guard runways;
(f) Any controlled/uncontrolled taxiway crossing procedures;
(g) Pedestrian crosswalks
Local airport rules and regulations pertaining to airside vehicle operations
(a) Rules of air traffic services as they relate to vehicles, particularly rights of way;
10.RMP03 (b) Specific aerodrome regulations, requirements and local instructions;
(c) Local methods used to disseminate general information and instruction to drivers;
Local methods used to disseminate information regarding works in progress.

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RMP 03 RAMP SERVICES–AIRSIDE DRIVING

Maneuvering Area Driving
(a) Driving at night;
(b) Operations in low visibility and other adverse weather conditions;
(c) Rights of way for aircraft, towed aircraft and PFFS vehicles in emergency;
(d) Actions to be taken in event of vehicle accident/incident;
(e) Actions to be taken in event of aircraft accident/incident;
11.RMP03 (f) Actions to be taken if FOD or other debris is found on runways and taxiways;
(g) Procedures to be used by vehicle operators if lost or unsure of position;
(h) Procedures for vehicle and or radio becoming unserviceable whilst on maneuvering areas;
(i) Alternative communication procedures in event of equipment breakdown;
(j) Combined radio/vehicle failure procedures;
(k) Prevention of runway incursion;
Procedures for driving in aircraft movement areas, pedestrian crosswalks and open stands
12.RMP03 Safe driving behaviors
13.RMP03 Emergencies & vehicle breakdown
Notes 11.RMP03 is applicable to vehicle Operators that require operational access to maneuvering areas

RMP 04 RAMP SERVICES–BASIC HAND SIGNALS

Course Description This course provides step by step instructions for all elements of Hand signals.
Pre-requisites GEN 01; RMP 01
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP04 Guide person Hand Signal for GSE
2.RMP04 Technical/Servicing Hand Signal
3.RMP04 Pushback Hand Signals

RMP 05 RAMP SERVICES–AIRCRAFT MARSHALLING

Course Description This course provides step by step instructions for all elements of Aircraft Marshalling procedures.
Pre-requisites GEN 01; RMP 01, RMP 03, RMP 04
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP05 Aircraft Standard Marshaling signals
2.RMP05 Marshaling responsibilities and principle
3.RMP05 Marshaling procedures
4.RMP05 Use of aircraft parking guidance systems

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RMP 06 RAMP SERVICES–BOARDING BRIDGE OPERATIONS

This course provides procedures for the passenger boarding bridge, including a practical test, and
Description procedures to ensure safe and secure access to an aircraft to authorized persons only.
This course is equivalent to PAX 14
Pre-requisites GEN 01; RMP 01; RMP 02; RMP 04; RMP 08; RMP 10
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP06 Assessment of bridge or ramp area
2.RMP06 Pre-arrival/parking position
3.RMP06 Pre-movement checks
4.RMP06 Equipment system, switches, cut offs and buttons
5.RMP06 Operating instructions and procedures
6.RMP06 Putting the bridge to the aircraft
7.RMP06 Engagement of safety systems
8.RMP06 Emergency slide deployment area
9.RMP06 Post departure parking position
10.RMP06 Back off and wind off procedures
11.RMP06 Out of limits procedures
12.RMP06 Equipment failure, accident, incidents and reporting procedures
13.RMP06 Passenger guidance and surveillance
14.RMP06 Adverse weather conditions
15.RMP06 Unattended aircraft
16.RMP06 Overnight procedures
17.RMP06 Fire drill and procedures (bridge and aircraft)
18.RMP06 Accidents incidents response and reporting

RMP 07 RAMP SERVICES–AIRCRAFT CARGO ACCESS DOORS

Course Description This course provides step by step instructions for Aircraft cargo access doors
Pre-requisites GEN 01; RMP 01, RMP 02
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RPM07 Aircraft Cargo Access Doors
2.RPM07 Overview of Aircraft Types
3.RPM07 General Safety precaution
4.RPM07 Opening of Cargo access doors
5.RPM07 Closing Cargo Access Doors
6.RPM07 Re-Opening Cabin Access Doors

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RMP 08 PASSENGER SERVICES–AIRCRAFT CABIN ACCESS DOORS

This course provides procedures opening and closing Aircraft Cabin Doors
Description
This course is equivalent to PAX 15
Pre-requisites GEN 01; RMP 01; RMP 02
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic
1.RMP08 Aircraft Cabin Access Doors
2.RMP08 Overview of Aircraft Types
3.RMP08 General Safety precaution
4.RMP08 Opening of cabin access doors from Inside by Trained Crew
5.RMP08 Opening of Aircraft Access doors from inside by Ground Staff
6.RMP08 Opening Cabin Access Doors from Outside with Crew/Ground Staff on Board
7.RMP08 Opening Cabin Access Doors from Outside with no Crew/Ground Staff on Board
8.RMP08 Embarkation or Disembarkation Through Cabin Access Doors
9.RMP08 Closing Cabin Access Doors
10.RMP08 Re-Opening Cabin Access Doors

RMP 09 RAMP SERVICES–AIRCRAFT LOADING

Course Description This course provides step by step instructions for all elements of aircraft loading.
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 04, RMP 08, RMP 14*, RMP 19
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP09 Principles of aircraft loading
2.RMP09 Manual handling of load
3.RMP09 Handling special loads
4.RMP09 Loading Incompatibilities
5.RMP09 Identification of Dangerous Goods during loading
6.RMP09 Load damage & spillage
7.RMP09 Handling of ULD's (for specifics see ULDR Manual)
8.RMP09 Securing of ULD's within aircraft cargo holds
9.RMP09 Positioning and operating of loading equipment
10.RMP09 Operation of aircraft loading system
(a) Cargo Loading Systems (CLS)
(b) Identification and consequences of malfunctions of in-plane loading system
11.RMP09 Aircraft cargo compartment access door operation
12.RMP09 Load notification (LIR)
13.RMP09 Safety Precautions; safety during aircraft fueling
14.RMP09 Emergency Procedures and reporting
Notes RMP 14*–As applicable to GSE used

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RMP 10 RAMP SERVICES–AIRCRAFT ARRIVAL

Course Description This course provides step by step instructions for all elements of aircraft arrivals.
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 04, RMP 05*, RMP 19
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP10 Preparation of resources, equipment and ETA
2. RMP10 Airport Gate/Stand Layout
3. RMP10 Arrival roles & responsibilities
4. RMP10 Gate/Stand Preparation
5. RMP10 Visual Guidance Docking Systems
6. RMP10 Types of Aircraft
7. RMP10 Pre aircraft arrival procedures
8.RMP10 Securing the passenger route
9.RMP10 Passenger deplaning method
10.RMP10 Aircraft Arrival Procedures
11.RMP10 Aircraft Chocking
12.RMP10 Aircraft Coning
13.RMP10 Post aircraft arrival procedures
14.RMP10 Irregular Conditions & Emergencies
Notes RMP 05*–Only if Marshaling is provided

RMP 11 RAMP SERVICES–AIRCRAFT DEPARTURE

Course Description This course provides step by step instructions for all elements of aircraft departures
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 04, RMP 19
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration1
Topic Number Topic Title
1.RMP11 Safety Precautions
2.RMP11 Departure roles & responsibilities
3.RMP11 Passenger embarkation procedures
4.RMP11 Gate/Stand Preparation
5.RMP11 Pre aircraft departure procedures
6.RMP11 Steering bypass system for aircraft types
7.RMP11 Air-start procedures
8.RMP11 Equipment-Aircraft connect/disconnect procedures
9.RMP11 Conventional tractor pushback procedures (as applicable)
10.RMP11 Taxi-out departure (as applicable)
11.RMP11 Towbar connection/disconnection (as applicable)
12.RMP11 Towbarless tractor pushback procedures (as applicable)
13.RMP11 Main-gear tractor pushback procedures (as applicable)
14.RMP11 Open ramp departure procedures (as applicable)
15.RMP11 Powerback procedures (as applicable)
16.RMP11 Post aircraft departure procedures
17.RMP11 Irregular conditions & emergencies

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RMP 12 RAMP SERVICES–AIRCRAFT PUSHBACK

Course Description This course provides step by step instructions for all elements of aircraft towing.
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 03, RMP 11
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP12 Pushback roles & responsibilities
2.RMP12 Pre-pushback procedures
3.RMP12 Steering bypass system for aircraft types
4.RMP12 Equipment-Aircraft connect/disconnect procedures
5.RMP12 Conventional tractor & towbar procedures
6.RMP12 Towbarless tractor procedures
7.RMP12 Main Gear Tractor procedures
8.RMP12 Aircraft specifics
9.RMP12 Irregular conditions & emergencies
10.RMP12 Aerodrome Regulations and Requirements
Air Traffic Controls
(a) function of aerodrome control and its area of responsibility;
(b) function of ground movement control and its area of responsibility;
11.RMP12 (c) normal and emergency procedures used by ATC relating to aircraft;
(d) ATC frequencies used and normal handover/transfer points for vehicles;
(e) ATC call signs, vehicle call signs, phonetic alphabet, standard phraseology;
(f) demarcation of responsibilities between ATC and Apron Control if applicable.
12.RMP12 Radio communication requirements and procedures
(a) radio procedures to be used, if applicable;
(b) light signals used by ATC, if applicable;
how to contact the local aerodrome safety unit.
Notes Modules to be completed according to GSE type in use.

RMP 13 RAMP SERVICES–AIRCRAFT TOWING

Course Description This course provides step by step instructions for all elements of aircraft towing.
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 03, RMP 11, RMP 12
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP13 Towing roles & responsibilities
2.RMP13 Gate/Stand Preparation
3.RMP13 Pre-aircraft tow procedures
4.RMP13 Steering bypass system for aircraft types
5.RMP13 Conventional tractor/towbar towing procedures
6.RMP13 Towbarless tractor towing procedures (as applicable)
7.RMP13 Movement in/out from/to Hangar
8.RMP13 Flight deck brake riding procedures (as applicable)
9.RMP13 Post aircraft tow procedures
10.RMP13 Irregular conditions & emergencies
Modules to be completed according to GSE type in use.
Notes
Brake operator module to be completed only if operation is performed.

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RMP 14 RAMP SERVICES–GSE OPERATIONS

This course provides step by step instructions for all elements of operating Ground Support
Course Description
Equipment (GSE).
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 03
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP14 Overview of equipment type
2.RMP14 Familiarization of operating controls
3.RMP14 Pre-operational checks
4.RMP14 Aircraft approach and removal
5.RMP14 Aircraft Servicing Points
(a) Areas of aircraft inclined to damage by GSE
(b) Recording and reporting of damage by ground support equipment
6.RMP14 Connection & disconnection from aircraft
7.RMP14 Operating procedures
8.RMP14 Emergency Procedures
9.RMP14 Safety precautions
These syllabi are meant to be used for the following GSE in use:
(a) Ground Power
(b) Air Conditioning Unit
(c) Potable Water
(d) Toilet Servicing Unit
(e) Potable Water Unit
(f) Air Start Unit
(g) Belt Loader
Notes (h) Pallet Loader
(i) Forklift
(j) Tractor
(k) Passenger/Crew bus
(l) Elevating Equipment (i.e. Catering Truck, PRM)
(m) Passenger Stairs
Operators of GSE require general training related to specific categories of GSE as well as specific
training in the operation of a particular manufacturer's equipment. In some cases, it might even be
necessary to train the operator in the use of a specific model of the manufacturer's equipment.

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RMP 15 RAMP SERVICES–Ground to Flight Deck Headset Communication & Engine start
This course provides step by step instructions for all elements of ground to flight deck headset
Course Description
communication.
Pre-requisites GEN 01; RMP 01, RMP 02, RMP 04, RMP 05, RMP 10, RMP 11
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP15 Equipment overview
2.RMP15 Communication dialogue
3.RMP15 Headset communication procedures for arrivals
4.RMP15 Headset communication for departures/engine starts
5.RMP15 Headset communication for aircraft towing
6.RMP15 Communicating emergency situations

RMP 16 RAMP SERVICES–Ramp Baggage Handling

Course Description This course provides step by step instructions for all elements of handling baggage on the ramp.
Pre-requisites GEN 01; RMP 01, RMP 04, RMP 19
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP16 Safety Precautions
2.RMP16 Airport/Airline designator codes
3.RMP16 Baggage types
4.RMP16 Baggage handling procedures
(a) Identification
(b) Sorting
(c) Manual handling procedure

6.RMP16 ULD handling and loading as per requirements published in ULDR manual
7.RMP16 Security procedures (i.e. screening, surveillance, baggage reconciliation)
8.RMP16 Identification of Dangerous Goods during baggage handling (including spillage/damage)
9.RMP16 Load Control Procedures
(a) Coordination
(b) Communication (i.e. re-route bags/rush bags)
11.RMP16 Communication to authorities and customer airlines
12.RMP16 Delivery of baggage to passenger
13.RMP16 Baggage Tracking System
14.RMP16 Irregular conditions & emergency procedures
(a) Fire
(b) Dangerous Good accidents
Security breach
Notes Baggage Tracking if in use in the station

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RMP 17 RAMP SERVICES–Aircraft Loading Supervision

Course Description This course provides step by step instructions for all elements of Aircraft Loading Supervision.
Pre-requisites GEN 01; RMP 01; RMP 02; RMP 03; RMP 04; RMP 19, LOD 01
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP17 Safety Precautions
2.RMP17 Aircraft Loading Supervision roles & responsibilities
3.RMP17 General weight and balance proficiency and awareness
4.RMP17 Aircraft structural load limitations
5.RMP17 Unit Load Device as per table requirements published in ULDR manual
6.RMP17 Bulk hold loading
7.RMP17 Loading Instructions/Report (LIR)
8.RMP17 Loading messages
9.RMP17 Special loads
10.RMP17 Aircraft load management
11.RMP17 Positioning and operations of loading equipment
12.RMP17 Operation of aircraft loading systems
13.RMP17 Irregular conditions & emergencies
14.RMP17 Supervision of open ramp operation
15.RMP17 Dangerous Goods

RMP 18 RAMP SERVICES–Airside Safety Supervision

Course Description This course provides advanced instructions for all elements of Airside Safety Supervision
Pre-requisites GEN01; RMP 01, RMP 02, RMP 03, RMP04; RMP 10, RMP 11, RMP 17, RMP18; RMP 19, LOD 01
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.RMP18 Airside Safety Supervision roles & responsibilities
2.RMP18 Turnaround Coordination/Supervision requirements
3.RMP18 Creating an open reporting culture
4.RMP18 Performance monitoring
5.RMP18 Coordination of airside activities
6.RMP18 Workload Management
7.RMP18 Decision Making
8.RMP18 Operational Planning
9.RMP18 Emergency Response
Accidents, Incidents, near Misses
10.RMP18 (a) Reporting
(b) Investigation methods
(c) Prevention

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RMP 19 RAMP SERVICES–DANGEROUS GOODS

Course Description This course provides advance knowledge of dangers goods transportation.
Pre-requisites
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.RMP19 General philosophy
2.RMP19 Limitations
3.RMP19 Labelling and marking
4.RMP19 Recognition of undeclared dangerous goods
5.RMP19 Storage and loading procedures
6.RMP19 Pilot-in-command notification
7.RMP19 Provisions for passengers and crew
8.RMP19 Emergency procedures
9.RMP19 Airline Specific Procedures (as applicable)
Notes DG Training to be completed as per requirements specified in current edition of DGR Requirements

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11.4 Load Control Training Modules

LOAD CONTROL SYLLABI

LOD 01 LOAD CONTROL–Aircraft Weight & Balance Principles

This course provides step by step instructions for all elements of Weight and Balance for load
Course Description
planning
Reference
Pre-requisites GEN 01;
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
Aircraft Weight & Balance Principles
(a) Theory of Flight
1.LOD01 (b) The 4 Forces
(c) Flight Controls
(d) Consequences an overweight or out of balance aircraft
2.LOD01 Structural Weights
(a) Maximum Zero Fuel Weight
(b) Maximum Taxi Weight
(c) Maximum Take Off Weight
(d) Maximum Landing Weight
(e) Maximum weight restrictions
3.LOD01 Standard and actual weights
(a) Basic Weight
(b) Dry Operating Weight
(c) Operating weight (wet operating weight)
(d) Zero fuel weight
(e) Payload
(f) Traffic load
(g) Underload
(h) Service weight and adjustments
4.LOD01 Fuel
(a) Ramp (Block) Fuel
(i) Contingency Fuel
(ii) Alternate Fuel
(iii) Landing Fuel
(iv) Fuel Loading (Standard/Non-Standard)
(b) Taxi Fuel
(c) Take-off Fuel
(d) Trip Fuel
(e) Ballast Fuel
(f) Trapped Fuel
(g) Fuel density

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LOD 01 LOAD CONTROL–Aircraft Weight & Balance Principles

5.LOD01 Principles of Balance
(a) General Principles of Balance
(b) Definition: Ref. Sta., LEMAC, MAC, %MAC, Index Unit %RC
(c) Principles of Centre of Gravity (CG)
(d) Movement of CG
(e) Aircraft CG
(f) Mean Aerodynamic Chord (MAC)/Reference Chord (RC)
(g) Safe Range of MAC/RC by percent
(i) BI–index for BW
(ii) DOI–index for DOW
(iii) DLI–dead load index
(iv) LIZFW–index for ZFW
(v) LITOW–index for TOW
(vi) LILAW–index for LAW
(vii) MACZFW–%MAC for ZFW
(viii) MACTOW–%MAC for TOW
(ix) MACLAW–%MAC for LAW
(h) Stab Trim
(i) Ground stability
6.LOD01 Structural Strength Limits
(a) The Structure
(b) General Design Limits
(c) Fuselage Limits
Notes

LOD 02 LOAD CONTROL–DANGEROUS GOODS

Course Description This course provides advance knowledge of dangers goods transportation.
Pre-requisites n/a
Method of Training Theoretical Training
Method of Assessment Theoretical Assessment
Duration
Topic Number Topic Title
1.LOD02 General philosophy
2.LOD02 Limitations (loading restrictions, compatibility rules)
3.LOD02 List of Dangerous Goods
4.LOD02 Labelling and marking (ULDs and parcels)
5.LOD02 Recognition of undeclared dangerous goods
6.LOD02 Storage and loading procedures
7.LOD02 Pilot-in-command notification (NOTOC)
8.LOD02 Provisions for passengers and crew
9.LOD02 Emergency procedures
Notes DGR Training to be completed as per requirements specified in current edition of DGR Requirements

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LOD 03 LOAD CONTROL–Load Planning and Loadsheet

This course provides further step-by-step instruction for all elements of load planning to prepare and
Course Description issue Loading Instruction/Report, Loadsheet and Balance Chart, building on what was learned in
LOD 01
Reference
Pre-requisites GEN 01, LOD 01, LOD 02
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.LOD03 Load Control and Distribution
2.LOD03 General Principles
3.LOD03 Consequences of improper loading on flight and personnel safety
4.LOD03 Unit Load Devices
5.LOD03 Aircraft Locations
(a) Standard Terminology
(b) Designation of Aircraft Holds, Compartments, Net Sections, Bays and Cabin AHM505
6.LOD03 Aircraft Holds Dimensional Limitations on Loading
(a) Hold/Compartment/Loading Position Limits
(b) Dimensions
(i) Door Dimensions
(ii) Height Limitations
(iii) Contour Limitations
(c) Aircraft Structural Load Limitations Principles
(i) Area Load Limitations
(ii) Cumulative Load Limitations
(iii) Combined Load Limitations
(iv) Hold Limitations
(v) Compartment Limitations
(vi) Asymmetrical Load Limitation
(d) Floor Loading Limitations
(i) Contact Load Limitations
(ii) Point Load Limitations
(iii) Maximum Gross Weight of ULD
(iv) Running Load Limitations
(e) Load Spreading/Shoring
7.LOD03 Loading Restraint Systems
(a) General Principles
(b) Bulk Load
(c) ULD Load
(d) ULD Restraint System
(e) Missing or Inoperative Restraints
(f) Restraining Load in ULDs
(i) Pallets
(ii) Containers
(g) Tie-down Equipment, Rules and Principles
8.LOD03 General rules for Load Securing
9.LOD03 Standard Lashing
10.LOD03 Securing load by filling by volume.
11.LOD03 Cabin Loading and Securing/Lashing (Passenger Aircraft)

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LOD 03 LOAD CONTROL–Load Planning and Loadsheet

(a) Aircraft Type Specific Instructions
(b) Carrier Specific Instructions
(i) Bulk Loaded Aircraft
(ii) Containerized Aircraft
(c) Aircraft Loading Principles
(i) Preparation Before Loading an Aircraft
(ii) Cargo Hold Doors
(iii) Anti-tipping Procedures
(iv) Bulk Loading
12.LOD03
(v) Off-Load Equipment
(vi) On-Load Equipment
(vii) Seat Loading
(viii) ULD Loading
(ix) Load Categories
(x) Loading and Off-Loading Priorities
(xi) Special Loads
(xii) Optimum Trim
(xiii) Multi-Leg Flights
(d) Special Cargo Loading and Securing/Lashing
Loading Instruction/Report
(a) LIR Layout AHM 514 AHM 515
(b) Requirements and/or EDP LIR
(c) LIR Preparation (electronic, manual modes) & Release
(i) Loading Instructions
(ii) Communication of Loading Instructions
13.LOD03 (iii) Offloading Instructions
(d) Responsibilities
(e) Signatures
(f) Finalization of LIR
(g) Input of Deviations
(h) Processing of Deviations
(i) Acknowledgement of Deviations
Load planning–Passengers and baggage
(a) Passenger and baggage weights (standard/actual/non standard)
(b) Crew weights and crew bag weights
14.LOD03 (c) PWR use and calulations
(d) Cabin Sections (zones or areas); trim by cabin section, trim by seat row
(e) Finalisation of passenger and baggage
(f) Gate baggage addition to LIR/LS
Fuel Planning
(a) Block/trip/taxi
(b) Density
15.LOD03 (c) Fuel and optimum CG
(d) Non standard fuelling
(e) Standby and Top up fuel
(f) Gross error checks of fuel uplift
Load & Trim Sheet
(a) Load & Trim Sheet Lay-out
(b) Requirements Load & Trim Sheet (Balance tables/charts)
(c) EDP Load & Trim Sheet
(d) ACARS Load & Trim Sheet
16.LOD03 (e) Load Sheet Preparation (electronic and manual modes)
(i) Crosscheck of passenger and baggage and all cargo mail commodities.
(ii) Crosscheck of final loading reports for LS preparation
(iii) Load sheet completion and release.
(f) LMC Procedures
(g) Signatures

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LOD 04 LOAD CONTROL–Documentation and Messaging

Course Description This course provides step by step instructions for all elements of Documentation and Messaging
Reference
Pre-requisites GEN 01, LOD 01, LOD 02; LOD03
Method of Training Theoretical/Practical Training
Method of Assessment Theoretical/Practical Assessment
Duration
Topic Number Topic Title
1.LOD04 General
2.LOD04 Reading and sending standard messages
3.LOD04 Movement messaging
4.LOD04 Load messaging (i.e. LDM, CPM)
5.LOD04 ULD messaging (i.e. CPM/UCM)
6.LOD04 Carrier specific messaging (e.g. UWS)
7.LOD04 Statistical Load Summary (SLS)
8.LOD04 Flight File
9.LOD04 Operational Flight plan
10.LOD04 Notification to Catpain (NOTOC)
11.LOD04 Specific Requirements

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