Risk Management for

Airline
Ground Handling Services

The airline Qatar Airways was established in 1993.

Currently, it is one of the fastest growing carriers in the
world. The Qatar national airline is owned by the state in
50%, and the other half is in the hands of private
investors. The carrier belongs to the Arab Air Carriers
Organization. Its headquarters are in the capital of the
country – Doha. In 2014, for the eighth time, SKYTRAX
recognized Qatar Airways as the best airline in the Middle
East.

User

Participant Listed as follow;

1. Daw Tin Kyi Min
2. Daw Aye Aye Aung
3. U Phyo Theingar Tun
4. U Arkar Soe Yin
5. U Sithu Tun
6. U Zaw Bo Bo
Assignment of contents

Assignment 01 – Introduction of the risk management

Assignment 02 – Check in and Boarding

Assignment 03 – Transfer and Arrival

Assignment 04 – Baggage Handling

Assignment 05 – Ground Support Equipment

Assignment 06 – Engineering and Workshop Services

Appendix

Appendix A – Title

Appendix B – Identify

Appendix C – Measure

Appendix D – Example

Appendix E – Prohibited and Restricted Articles

Appendix F – Prevent procedure for Hazard

Appendix G –Evaluating and Monitoring

Risk Management – Airline (Ground Handling Services) Page 3

Introduction of Qatar Aviation Services

Qatar Aviation Services has been the sole ground services provider for international airport
operation within the state of Qatar for nearly 20 years. First at Doha International Airport and then
at the award winning Hamad International Airport, Qatar’s new world – class gateway to the world,
Qatar Aviation Services has been delivering excellence in ground handling operations. During this
time it has also grown its reputation as a premium ground handling organization, bringing new
definition to the term within the industry.

Within the 5 stars, state-of-the-art, Hamad International Airport, Qatar Aviation Services provides a
range of specialized services befitting this world-class Client. Qatar Aviation Services has been
awarded the agreement to handle flights from Qatar Amiri Terminal, a stand-alone VVIP airline
operation. Within both these environments, Qatar Aviation Services provides a full range of services
tailored to the specific needs of their select Client group. The Ground Handling Services that we
provide include.

Fleet

Qatar Airways has a fleet of over 200 aircrafts. It includes: Airbus A320-200, Airbus A321-200, Airbus
A330-200, Airbus A330-300, Airbus A340-600, Boeing 777-200, Boeing 777-300, Boeing 787-8, Airbus
A330 Freighter, Boeing 777 Freighter, Bombardier Challenger 605, Bombardier Global 5000, and
Bombardier Global Express XRS.

Online check-in

Online check-in is available at most destinations. Usually, check-in is possible from 36 hours to 90
minutes before the scheduled departure. Mobile check-in – using the special application you can
check-in using your phone. The application is available for Android, iOS and BlackBerry systems.
Check-in at the airport usually begins 3 hours before departure and ends one hour (for passengers of
economy class) or 45 minutes (in business class) before the scheduled departure.

Additional services

Persons with disabilities or those in need of special care should report such a need when booking a
flight or at least 48 hours before the departure. The guide dog can travel in the passenger cabin only
on routes to or from the USA. For other routes, the animal is transported free of charge in the
luggage hatch. For children there are sets of movies, games, crayons, coloring books and sweet
snacks. Parents of younger children can count on a set of diapers, wet wipes etc.

Risk Management – Airline (Ground Handling Services) Page 3

Introduction of the risk management

Risk is the possibility of losing something of value. Values (Such as physical health, social status,
emotional well-being, or financial wealth) can be gained or lost when taking risk resulting from a
given action or inaction, foreseen or unforeseen (Planned or not planned). Risk can also be defined
as the intentional interaction with uncertainty. Uncertainty is a potential, unpredictable, and
uncontrollable outcome; risk is an aspect of action taken in spite of uncertainty.

Risk management is about identifying risk, assessing the impact on the business if a security incident
occurs, and making the right financial decision about how to deal with the results of the assessment.
It also includes the implementation of a program to continuously measure and assess the
effectiveness of existing safeguards in protecting the critical assets. Managing risk is not a one-time
activity; it’s an ongoing process.

The identification, analysis and elimination (and /or mitigation (/index.php/Risk Mitigation) to an
acceptable or tolerable level) of those hazards, as well as the subsequent risks, that threaten the
viability of an organization. The objective of Risk Management is to ensure that the risks associated
with hazards to flight operations are systematically and formally identified, assessed, and managed
within acceptable safety levels.

Check In and Boarding

Check-in is the process of producing your boarding pass, which includes seat numbers, departure
times and gates. In the security check, only passengers with boarding passes are admitted in.

Passengers are required to be identified against either a passenger ticket or group manifest. Where
there is doubt as to the matching of identification the passenger shall be refused carriage.
Identification is normally by means of a passport, national identity card or temporary travel
documentation.

Passengers should identify their checked and carry-on baggage to the extent needed to satisfy the
check-in agent of their ownership.

Passengers should be asked the following security question prior to the issuance of a boarding card;

- Have you packed your bags yourself?

- Could your baggage have been interfered with since then?
- Has anyone given you anything to carry on the flight?

In the event a passenger answers first question “no” and/or the other question “yes” to any of the
above question, arrangements should be made by the handling agent to increase the level of search
carried out on the passenger and their baggage. This can be completed by boarding card marking if
local procedures cater for this; else the passenger may need to be escorted to the search area and
security officers briefed.

Passenger Boarding – Gate Opening time: 01 hour 30 min, before STD (Standard Time of Departure.)
Passenger will have to inform by ground operation staffs to proceed to the immigration, Custom &
Security checking counters as soon as all the travelling documents are in order.

Measurable – Yes

Risk possible level – L / M / H

Risk Management – Airline (Ground Handling Services) Page 3

Transfer and Arrivals

Ground operations staff assigned to assist UM/YPs during disembarkation should carry out the
following;

 Meet the aircraft on arrival and take over the responsibility for UM/YPs from cabin crew.
 Acknowledge take-over of UM/YPs from cabin crew by signing the “Disembarkation-Cabin
Crew Copy” of UM Folder. This copy should be handed over to Cabin Crew.
 UM/YP will be offered a telephone call to their parent / guardian before they are assisted
through CIQ formalities, including passport clearance, baggage identification and collection.
 Hand over UM/YPs to their parents / guardians, who should be pre-informed of UM/YPs
arrival, and acknowledge the handover of the child.

In circumstance, when the parent / guardians fails to show up all the airport to meet the
UM/YPs, ground staff must make every effort to contact the parent / guardian. Depending on
the circumstances of each case, ground staff should exercise their direction in deciding on the
necessity of escorting the YP/UM to this or her parent / guardian’s home.

Ground operation staff MUST escort and assist UM/YPs with interline connections.

At check-in or arrival, VIPs would normally be met by Government protocol officers and
accorded the use of Government VIP rooms, if any.

In the absence of VIP rooms and where a lounge is available, this should be made available to
the VIP.

Regardless of whether the authorities have assigned protocol officers to meet the VIP on
arrival / departure, the following guidelines on the services should provide are applicable:

 Check-in staff should be assigned to assist VIP at check-in and through clearance of
departure or arrival formalities. Station Manager should meet the VIP, whenever possible.
 Priority baggage-tags in addition to the normal baggage tags to be attached to VIP’s checked
and unchecked baggage.
 Arrival stations must make all necessary arrangements for fast, delivery of baggage to VIP.

Risk Management – Airline (Ground Handling Services) Page 3

Measurable – Yes

Risk possible level – L / M / H

Baggage Handling

Qatar Aviation Services Baggage Operations expertly and routinely deals with the task of moving
over two million pieces of baggage a month and with an expectation to handle and additional 24
percent of baggage over the coming months.

Their sophisticated, computer controlled baggage handling and tracking system ensures the quick
and efficient delivery of passengers’ baggage onto aircraft and from the aircraft, along with the
global traceability of all baggage items.

As a result, the baggage operations team has recorded one of the world’s lowest mishandle baggage
ratios of 0.25 bags per 1,000 bags handled in 2016. For arriving passengers at HIA Qatar Aviation
Services baggage operations returns passenger baggage to them a record-making 99.6 per cent of
the time. Few ground handling agents anywhere in the world can boast that performance record.

Measurable – Yes

Risk possible level – L / M / H

Risk Management – Airline (Ground Handling Services) Page 3

Risk Management – Airline (Ground Handling Services) Page 3
Ground Support Equipment

Qatar Aviation Services team is responsible for the smooth and efficient off-loading and loading of
baggage and cargo from the aircraft as well as the disembarkation and boarding of passengers and
crew.

Ground Services team is also responsible for operating aircraft pushback and headset operations for
departure. This complex and diverse set of operational responsibilities are expertly coordinated by
Qatar Aviation Services highly trained team of specialists.

Additionally, this unit also provides the toilet and water servicing. Ensuring potable and pure
supplies are provided efficiently and contaminant-free to the aircraft and securely sealed, and
ensuring airport, aircraft and passenger peace of mind.

Measurable – yes

Risk possible level – L / M / H

Risk Management – Airline (Ground Handling Services) Page 3

Engineering and workshop Services

Qatar Aviation Services Engineering Services is one of the many unique parts of this organization
that differentiates it from its global competitors. The vast, fully air conditioned, computerized,
engineering workshop and maintenance facility, is any maintenance or manufacturing engineers
dream.

This facility is fully equipped to handle all scheduled maintenance, breakdown repair, heavy
engineering and fabrication task that is required, to keep the modern, state-of-the-art vehicle and
machinery fleet fully operational.

The benefit of this to Qatar Aviation Services customers is negligible down time, greater productivity
and maximized profitability, with fewer passenger complaints.

Risk Management – Airline (Ground Handling Services) Page 3

So advanced is our facility that the leadership team behind it has been called upon to participate in
the IATA Ground Support Equipment and Environment (GSEE) Task Force which develops and lead
the IATA Airport Handling Manual.

Measurable – yes

Risk possible level – L / M / H

Risk Management – Airline (Ground Handling Services) Page 3

Prohibited and Restricted Articles

Suitable notices shall be clearly available at check-in, ticking and gate desks showing prohibited
articles and dangerous goods that are not permitted to be carried.

Where weapons (others than firearms) are found to be in the possession of passengers on a aircraft
they must be removed.

All restricted articles should be placed in a locked container and placed in the forward hold after
advising the Captain of the article. Destination station shall be advised of the article by phone, fax or
email and it should be collected from the aircraft on arrival. The article must only be returned to the
passenger by the handling agent at destination once inside the landside area of the terminal.

Where a weapon is not declared and is removed from passenger a report shall be made to security
department within 24 hours of any such incident.

Any request for carriage of Munitions of War must be referred to the security department unless
previously advised to the Ground Operations.

Typical examples of prohibited items, which passengers are prohibited from carrying in either
checked or hand baggage:

 Explosive, munitions, fireworks, and flares

 Security-type cases/boxes incorporating goods such as lithium batteries or pyrotechnics
 Compressed gases (flammable, non-flammable, or poisonous) such as butane, propane,
aqualung cylinders, lighter fuels, or refills
 Lighters (butane, absorbed fuel, electric, battery-powered, novelty)
 Oxidizing substances such as bleaching powder and peroxides
 Flammable liquids such as paints and adhesives
 Flammable solids such as safety matches and articles which are easily ignited
 Disabling devices such as mace or pepper sprays, with irritant properties
 Poisons such as arsenic, cyanides, or insecticides
 Radioactive materials

Risk Management – Airline (Ground Handling Services) Page 3

  Corrosive materials such as mercury (which may be contained in thermometers or blood
pressure gauges.) acids, alkalis, and wet cell batteries
 Meals-Ready-to-Eat (MREs)
 Firearms/ part of firearm such as revolvers, rifles, imitation firearms, pellet guns, ball-
bearing guns, barrels, trigger assembly etc. (sporting rifles and pistols shall be declared and
booked in advance as checked baggage)
 Toys guns/gun shaped items or look-alike
 Any other substances which, during a flight, present a danger not covered above, such as
magnetized, offensive, or irritating materials

Typical examples of restricted items passengers are not allowed to carry the following items in their
carry-on baggage for passengers’ safety and security reasons;

 Knives (including hunting knives, swords, and pocket knives)

 Scissors and any other sharp/bladed objects (e.g. nail clippers) considered illegal by local law
 Weapons such as whips, baton, or stun gun
 Hand-cuffs
 Sporting equipment such as baseball/cricket bats, gold clubs, hockey sticks, billiard cues
 Devices with spillable batteries
 Aerosols (hair sprays, perfumes, medicines containing alchol) not exceeding 0.5KG/L per
article and 2.0KG/L in total weight
 Baby strollers
 Andy other items which are deemed security hazards by local law
 Any other items that resemble or have similar functions to the above item

Hazard
Identification

Risk Management – Airline (Ground Handling Services) Page 3

Risk Assessment
Evaluation Severity &
Likelihood
 Risk Assessment
Risk Control
Acceptability

As the Figure indicates, Risk management comprises 5 essential elements as a continuous process. A
hazard may involve any situation or condition that has the potential to cause adverse consequence,
the scope for hazards in aviation is wide. The following are some example;

1) Design factors, including equipment and task design;

2) Procedures and operating practices, including their documentation and checklists, and their
validation under actual operating conditions;
3) Communication, including the medium, terminology and language;
4) Personal factors, such as company policies for recruitment, training and remuneration;
5) Organization factors, such as compatibility of production and safety goals, the allocation of
resources, operating pressures and the corporate safety culture;
6) Work environment factors, such as ambient noise and vibration, temperature, lighting and
the availability of protective equipment and clothing;
7) Regulatory oversight factors, including the applicability and enforceability of regulations; the
certification of equipment, personal and procedures; and the adequacy of surveillance
audits; and
8) Defenses, including such factors as the provision of adequate detection and warning
systems, the error tolerance of equipment and the extent to which the equipment is
hardened against failures.

Hazards

Hazards may be recognized through actual safety events (accidents or incidents), or they may be
identified through proactive processes aimed at identifying hazards before they precipitate an
occurrence.

In practice, both reactive measures and proactive processes provide and effective means of
identifying hazards.

Safety events

Risk Management – Airline (Ground Handling Services) Page 3

Safety events are clear evidence of problems in the system and therefore provide an opportunity to
learn valuable safety lessons. Safety events should therefore be investigated to identify the hazards
putting the system at risk. This involves investigating all the factors, including the organizational
factors and the human factors that played a role in the event.

Safety assessments

Safety assessments provide a structured and systemic process for hazard identification when;

a) There is an unexplained increase in safety-related events or safety infractions;

b) Major operational changes are planned, including changes to key personnel or other major
equipment or systems;
c) The organization is undergoing significant change, such as rapid growth or contraction; or
d) Corporate merger, acquisition or downsizing is planned.

Risk Assessment

Risk is the assessed potential for adverse consequence resulting from a hazard. It is the likelihood
that the hazard’s potential to because harm will be realized.

Having confirmed the presence of a safety hazard, some form of analysis is required to assess its
potential for harm or damage.

Typically, this assessment of the hazard involves three considerations;

a) The probability
b) The severity
c) The acceptability

The probability – of the hazard generating an unsafe event: The probability of adverse
consequences becomes greater through increased exposure to the unsafe conditions. The
probability of causing harm or damage must be assessed.

This probability will depend on answers to such questions as:

a) Is there a history of similar occurrences, or is this and isolated occurrence?

b) What other equipment or components of the same type might have similar defects?
c) How many operating or maintenance personnel are following; or are subject to, the
procedures in question?
d) What percentage of the time is the suspect equipment or the questionable procedure in
use?
e) To what extent is there organizational, management or regulatory implications that might
reflect larger threats to public safety?

The probability of an event occurring can be assessed as follows:

Safety Risk Probability Table

Qualitative definition Meaning Value
Likely to occur many times
Frequent 5
(Has occurred frequently)
Likely to occur some times
Occasional 4
(Has occurred infrequently)
Unlikely but possible to occur
Remote 3
(Has occurred rarely)

Risk Management – Airline (Ground Handling Services) Page 3

 Very unlikely to occur (Not
Improbable 2
known to have occurred)
Almost inconceivable that the
Extremely improbable 1
event will occur

The severity – of the potential adverse consequences, or of the outcome of unsafe events.

Having determined the probability of occurrence, the nature of the adverse consequences if the
event does occur shall be assessed. The potential consequences govern the degree of urgency
attached to the safety action required.

Safety Risk Severity Table

Aviation definition Meaning Value
Equipment destroyed Multiple
Catastrophic 5
deaths
A large reduction in safety
margins, physical distress or
workload such that operators
Hazardous cannot be relied upon to 4
perform their tasks accurately
and completely. Serious injury.
Major equipment damage.
A significant reduction in
safety margins, a reduction in
the ability of operators to cope
with adverse operating
Major conditions as a result of 3
increase in workload, or as a
result of conditions impairing
their efficiency. Serious
incident. Injury to persons.
Nuisance. Operating
Minor limitations. Use of emergency 2
procedures. Minor incidents.
Negligible Little consequences 1

Risk Management – Airline (Ground Handling Services) Page 3

 The acceptability – Based on the risk assessment, the risks can be prioritized relative to other,
unresolved safety hazards. This is critical in making rational decisions to allocate limited resources
against those hazards posing the greatest risks to the organization.

The risk can be categorized within a risk assessment matrix as follows:

Risk assessment matrix – Severity

15 20
Catastrophi 5 10 25
5 Unacceptabl Unacceptabl
c Action Unacceptable Unacceptable
e e
12 16
4 8 20
Hazardous 4 Unacceptabl Unacceptabl
Monitor Action Unacceptable
e e
12
3 6 9 15
Major 3 Unacceptabl
Monitor Action Action Unacceptable
e
2 4 6 8 10
Minor 2
Monitor Monitor Action Action Unacceptable
1 2 3 4 5
Negligible 1
Monitor Monitor Monitor Monitor Action
1 2 3 4 5
Extremely
Improbabl Improbable Remote Occasional Frequent
e
Probability

Note: The acceptability is assessed by multiplying the values of severity by the value of probability.
For example a hazardous risk (4) that has an improbable probability (2) would have an acceptability
of 4x2=8 and will fall in the tolerable region (yellow) where action has to be taken.

Hazard Documentation and follow-up Risk Management Process

Safety Information Management System

Risk Management Documentation

Reactive method

MOR Bulletins
Incident reports Develop
Assess the Approve Safety
control
Accident reports consequences and reports
and
and prioritize implement
HAZARD mitigation Seminars
the hazard actions
actions and
Risk Management – Airline (Ground Handling Services) Page 3
workshops
 Proactive method

Surveys

Audits

Voluntary hazard
reporting
HAZARD
predictive

FDA

Direct observation
system

Collect Assess Mitigate Manage Disseminate

Risk Management – Airline (Ground Handling Services) Page 3

Evaluating and Monitoring

Risk Category Possible Risk Level (L / M / H)

Check-in and Boarding L M H
Transfer and Arrivals L M H
Baggage Handling L M H
Ground Support
L M H
Equipment
Engineering and
L M H
Workshop Services

In evaluating alternatives for risk mitigation, not all have the same potential for reducing risks. The
effectiveness of each option needs to be evaluated before a decision can be taken. It is important
that the full range of possible mitigation and control measures be considered and that trade-offs
between measures be considered to find an optional solution. Each proposed risk mitigation option
should be examined from such perspectives as;

Effectiveness: Will it reduce or eliminate the identified risks? To what extent do alternatives mitigate
the risks? Effectiveness can be viewed as being somewhere along a continuum, as follows:

- Level One (Engineering actions): The safety action eliminates the risk, for example, by
providing interlocks to prevent thrust reverser activation in flight;
- Level Two (Control actions): The safety action accepts the risk but adjusts the system to
mitigate the risk by reducing it to a manageable level, for example, by imposing more
restrictive operating conditions; and
- Level Three (Personnel actions): The safety action taken accepts that the hazard can neither
be eliminated (Level One) nor controlled (Level Two), so personnel must be taught how to
cope with it, for example, by adding a warning, a revised checklist and extra training.

Obviously, preference should be given to corrective actions that will completely eliminate the risk.
Regrettably, such solutions are often the most expensive. At the other end of the spectrum, when
there is insufficient organizational will or resources, the problem is often deferred to the training
department to teach staff to cope with the risks. In such cases, management may be avoiding hard
decisions by delegating responsibility for the risk to subordinates.

Risk Management – Airline (Ground Handling Services) Page 3