Ground Operation Manual CONTENTS

Table of contents

0 GENERAL ...................................................................................................................................3
0.1 INTRODUCTION ..............................................................................................................................3
0.2 DISTRIBUTION AND UPDATING .........................................................................................................3
0.3 SCOPE AND PURPOSE ....................................................................................................................3
0.4 SUMMARY OF SECTIONS .................................................................................................................4
0.4.1 PAGE ............................................................................................................................................4
0.4.2 EDITORIAL CONVENTIONS ..............................................................................................................4
0.4.3 COPYRIGHT ...................................................................................................................................4
0.5 GLOSSARY OF TERM ......................................................................................................................5
0.6 UNITS, MEASUREMENTS, CONVERSIONS ..........................................................................................5
1 ORGANISATION AND RESPONSIBILITIES .............................................................................6
1.1 ORGANISATIONAL MARTINAIR STRUCTURE ......................................................................................6
1.1.1 OPERATIONS .................................................................................................................................6
1.1.2 GROUND OPERATIONS ...................................................................................................................7
1.1.3 QUALITY AND SAFETY ASSURANCE (QSA) ......................................................................................7
1.1.4 NOMINATED POSTHOLDER ..............................................................................................................8
1.1.5 DUTIES AND RESPONSIBILITIES OF GROUND OPERATIONS MANAGEMENT .......................................10
2 OPERATIONAL CONTROL & SUPERVISION ........................................................................21
2.1 GENERAL .....................................................................................................................................21
2.1.1 PASSENGER SERVICES ................................................................................................................21
2.1.2 CARGO OPERATIONS ...................................................................................................................21
2.1.3 LOAD CONTROL ...........................................................................................................................21
2.1.4 THE AIRCRAFT HANDLING SERVICES.............................................................................................22
2.1.5 TECHNICAL HANDLING ..................................................................................................................22
2.1.6 CATERING SERVICE .....................................................................................................................22
2.1.7 SECURITY REGULATION ................................................................................................................22
2.2 SUPERVISION AND/OR CO-ORDINATION OF SERVICES CONTRACTED ................................................22
3 QUALITY SYSTEM ...................................................................................................................23
3.1 QUALITY AND SAFETY POLICY ......................................................................................................23
3.2 SAFETY MANAGEMENT SYSTEM ....................................................................................................23
3.3 MANAGEMENT EVALUATION ..........................................................................................................24
3.4 AUTHORITY, DUTIES AND RESPONSIBILITIES .................................................................................24
3.4.1 ACCOUNTABLE MANAGER.............................................................................................................24
3.4.2 DIRECTOR QUALITY AND SAFETY ASSURANCE (QSA) ...................................................................25
4 STAFF UNIFORMS...................................................................................................................27
4.1 GENERAL UNIFORM RULES...........................................................................................................27
4.1.1 UNIFORM REGULATIONS LADIES ...................................................................................................27
4.1.2 UNIFORM REGULATIONS GENTLEMEN ...........................................................................................29
5 QUALIFICATION REQUIREMENTS ........................................................................................30
5.1 GENERAL ....................................................................................................................................30
6 HEALTH PRECAUTIONS.........................................................................................................32
6.1 GENERAL ....................................................................................................................................32
6.1.1 ALCOHOL.....................................................................................................................................32
6.1.2 MEDICATION ................................................................................................................................32
6.1.3 REST AND SLEEP.........................................................................................................................32
7 ACCOUNTING ..........................................................................................................................33
7.1 STANDARD INVOICING ..................................................................................................................33
7.2 ADMINISTRATIVE FUNCTIONS ........................................................................................................33
7.3 NEW PRICES AND SERVICES FOR HANDLING AND AIRPORT CHARGES ...............................................33
7.3.1 ACCOUNTING PROCEDURE ...........................................................................................................33
8 OPERATIONAL PROCEDURES..............................................................................................34
8.1 FLIGHT PREPARATION INSTRUCTIONS ............................................................................................34

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Ground Operation Manual CONTENTS

9 DANGEROUS GOODS .............................................................................................................35

9.1 PURPOSE ....................................................................................................................................35
9.1.1 AUTHORISATION DANGEROUS GOODS ACCEPTANCE ......................................................................35
9.2 OPERATOR RESPONSIBILITIES .......................................................................................................35
9.2.1 PROHIBITED DANGEROUS GOODS OPERATIONS, CARGO EMBARGOES AND VARIATIONS .....................35
9.2.2 DISPLAY OF DANGEROUS GOODS NOTICES .....................................................................................35
9.2.3 COMPANY DANGEROUS GOODS CONSIGNMENTS ............................................................................35
9.3 HANDLING PROCEDURES ..............................................................................................................35
9.3.1 ACCEPTANCE PROCEDURES .........................................................................................................35
9.3.2 STORAGE WITHIN THE FACILITY .....................................................................................................36
9.3.3 CONTRACTED SERVICES ...............................................................................................................36
9.4 REPORTING .................................................................................................................................36
9.4.1 NOTIFICATION TO COMMANDER (NOTOC) .......................................................................................36
9.4.2 REPORTING UNDECLARED OR MISDECLARED DANGEROUS GOODS ..................................................36
9.4.3 REPORTING DANGEROUS GOODS IN PASSENGER BAGGAGE ............................................................36
9.4.4 LOST, STOLEN OR MISPLACED DANGEROUS GOODS ........................................................................37
9.4.5 REPORTING DANGEROUS OCCURRENCES ......................................................................................37
9.4.6 INCIDENT/ACCIDENT REPORT ........................................................................................................37
9.5 EMERGENCY PROCEDURES...........................................................................................................37
9.5.1 MANAGER DANGEROUS GOODS HANDLING .....................................................................................37
9.5.2 EMERGENCY PROCEDURES FOR GROUND HANDLING AND CARGO ACCEPTANCE STAFF .....................37
9.6 TRAINING .....................................................................................................................................37
10 SECURITY.................................................................................................................................38
10.1 INTERNATIONAL OBLIGATIONS AND ORGANIZATIONS ......................................................................38
10.2 THE STRUCTURE AND ROLES OF ICAO AND ECAC......................................................................38
10.2.1 INTERNATIONAL CIVIL AVIATION ORGANIZATION (ICAO).................................................................38
10.2.2 EUROPEAN CIVIL AVIATION CONFERENCE (ECAC) ........................................................................38
10.3 ORGANIZATION AND RESPONSIBILITIES .........................................................................................39
10.3.1 MARTINAIR SECURITY ORGANIZATION ...........................................................................................39
10.3.2 AMSTERDAM ................................................................................................................................39
10.3.3 OUTSTATIONS ..............................................................................................................................39
10.3.4 INCIDENT REPORTING...................................................................................................................40
10.3.5 OPERATIONAL CONTROL ..............................................................................................................41
10.3.6 TRAINING .....................................................................................................................................43
10.3.7 QUALITY SYSTEM .........................................................................................................................45
10.3.8 STATION SECURITY ASSESSMENT .................................................................................................46
11 HANDLING NOTIFICATIONS AND OCCURRENCE REPORTING ........................................47
11.1 TERMINOLOGY .............................................................................................................................47
11.1.1 PURPOSE OF INCIDENT REPORTING ..............................................................................................48
11.1.2 RESPONSIBILITIES ........................................................................................................................48
11.1.3 CRITERIA .....................................................................................................................................48
11.1.4 REPORTING .................................................................................................................................49
11.1.5 OPERATIONS INCIDENT INVESTIGATIONS .......................................................................................49
11.1.6 GROUND SAFETY REPORT............................................................................................................49
12 COMMUNICATION ...................................................................................................................50
12.1 INTRODUCTION.............................................................................................................................50
12.1.1 SCHIPHOL HANDLING ....................................................................................................................50

B Reporting Times ..................................................................................................................... 51

C Station Library ........................................................................................................................ 53

D Training.................................................................................................................................... 57

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Ground Operations Manual General

0 GENERAL

0.1 INTRODUCTION
(a) The requirements of Joint Aviation Requirements for Commercial Air Transportation
(Aeroplanes) - JAR-OPS, Part 1 have been adopted by the Netherlands as a prerequisite
for issuing or renewing an Air Operator Certificate (AOC). This Ground Operations
Manual (GOM) is issued by Martinair in order to comply with JAR-OPS 1.

(b) This GOM contains information on the Martinair structural organisation and the Tasks,
Competency, Responsibilities, Control and Supervision; Quality system; Staffing
guidelines; Qualifications requirements; General rules and guidelines including, but not
limited to procedure for dangerous goods applicable for the Ground Operation
Organisation.

(c) The contents of this GOM is harmonized with the contents of other manuals issued by
Martinair to other operations personnel, including, but not limited to flight operations and
line maintenance personnel.

(d) This GOM is edited by the Ground Standards Committee (GSC), under the authority of
the Nominated Postholder Ground Operations, and compiled and distributed by the
Support organisation of both the Cargo and Passenger division.

0.2 DISTRIBUTION AND UPDATING

The manual is published on the Martinair Intranet site, on CD-Rom and on special request in
limited edition on paper.

Any discrepancies and errors or any difficulties arising from or connected with the
interpretation of the text shall be reported to:
For the Cargo Manual spl.cargosupport@nl.martinair.com.
For the Passenger Manual spl.paxsupport@nl.martinair.com

Updates, corrections and new issues will be published in Ground

Operational Bulletins (GOB’s). The GOB remains an integral part of the
manual until the manual is updated.
The manuals will be updated periodically, and all GOB’s shall be
incorporated in the updated manual. In the list of changes all GOB’s
which are no longer applicable shall be reported.

0.3 SCOPE AND PURPOSE

The manual is intended for airport handling purposes, the contents of the manual forms an
addition to the IATA Standard Ground Handling Agreement (SGHA – IATA AHM 810).
The manual comply with all applicable regulations and with the terms and conditions of the
AOC.

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Ground Operations Manual General

0.4 SUMMARY OF SECTIONS

The Ground Operational Manual is comprised of the following chapters;
o A00 Administration & Control of Operational Manual;
A01 Organisation and Responsibilities
A02 Operational control & Supervision
A03 Quality system
A04 Staff Uniforms
A05 Qualification requirements
A06 Health precautions
A07 Accounting
A08 Operational procedures
A09 Dangerous goods
A10 Security
A11 Handling notifications and reporting occurrences
A12 Communication
o B Reporting times
o C Station Library
o D Training

0.4.1 PAGE
Each page contains a header, a footer and document text.
The header contains the title of the GOM and title of the pertinent chapter.
The footer contains the issue number, the date of issue and a page number.

0.4.2 EDITORIAL CONVENTIONS

When used in the various parts of the GOM, the terms "shall", "should", "may" and “will" have
the following meaning:
"Shall" means that the application of an instruction or procedure is mandatory.
"Should" means that the application of an instruction or procedure is recommended.
"May" means that the application of an instruction or procedure is optional.
"Will" means that the application of an instruction or procedure is taken care of by the
responsible Martinair department.

Intentional Blank pages will be indicated with the text "INTENTIONALLY LEFT BLANK" on
the page.

0.4.3 COPYRIGHT
The GOM is and remains the property of Martinair and is subject to immediate recall or
modification, when deemed necessary.

Promulgation of the contents of the GOM to third parties without authorisation is prohibited,
except for inspection by competent authorities.

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Ground Operations Manual Organization and Responsibilities

0.5 GLOSSARY OF TERM

Authority
The competent body responsible for the safety of civil aviation. For Martinair, that competent
body is the Netherlands Aviation Authority (Inspectie Verkeer en Waterstaat)
Base
Base of Martinair is Amsterdam, except when otherwise indicated in approved documents.
Commander
The pilot designated by Martinair to be in command of the aeroplane on a given flight.
Dangerous goods
Articles or substances which are capable of posing significant risk to health, safety or property,
when transported by air.
European region
Consist of:
- Geographical Europe;
- The other countries and territories in and around the Mediterranean above the latitude
of 30°N and west of the longitude of 37°E;
- The Canaries;
- Madeira; and
- The Azores.
Flight
The condition of an aeroplane between the moment that the aeroplane first moves under its
own power for the purpose of Take-Off until the moment it comes to rest after landing.

Fuelling
The supply or removals of fuel to or from the aeroplane’s fuel tanks.
Includes both re-fuelling and de-fuelling.

JAA Operator
An AOC holder in a Joint Aviation Authority full Member State.
GOM section C 1 refers.

Load instruction report (L.I.R.)

Form used;
- To instruct the loading staff with respect to the safe loading of the aeroplane;
- To indicate special loading instruction for restricted and or live cargo; and
- To certify by signature of the responsible supervisor that the load is secured safely as
instructed.

Load sheet
Mass and balance document, enabling the commander to determine that the aeroplane is
loaded in a proper manner and the certified mass and balance limits of the aeroplane are not
exceeded.

Martinair
Martinair Holland N.V. in its capacity as holder of the Operator Certificate.

0.6 UNITS, MEASUREMENTS, CONVERSIONS

Metric units and measurements are used throughout the Martinair ground handling manuals.

The expression Mass is used instead of weight.

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Ground Operations Manual Organization and Responsibilities

1 ORGANISATION AND RESPONSIBILITIES

1.1 ORGANISATIONAL MARTINAIR STRUCTURE

The Martinair organizational structure consists of:
(a) Board of Managing Directors
(1) Chief Executive Officer: A. Verberk; (CEO)
(2) Chief Financial Officer: R. de Fluiter Balledux;(CFO)

(b) Units
(1) Corporate staff: R. de Fluiter Balledux;
(2) Business Unit Cargo: Mrs. M. Ullings;
(3) Business Unit Passenger: A. Verberk (temporary); and
(4) Business Operations: D. Pen.

(c) Other departments

Other departments
The organizational structure of selected departments that are involved in the safe
conduct of air operations and/or ensuring airworthy aeroplanes, are given in OM-A.

January, 2007
1.1.1 OPERATIONS
The organizational structure of Operations consists of:

January, 2007

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Ground Operations Manual Organization and Responsibilities

1.1.2 GROUND OPERATIONS

The ground operations department organizational structure consists of:
(a) Management
(1) Vice-President: R.P. van den Bergh

(b) Passenger Services

(1) Director: Mrs. A.L. Prokos;
(2) Baggage Services;
(3) Passenger Handling (24 hours on duty);
(4) Passenger Traffic department;
(5) Ticket office;
(6) Pax Support.

(c) Cargo Operations

(1) Director: A.C. van Son;
(2) Load Control.
(3) Traffic - Export (24 hours on duty);
(4) Traffic - Import (24 hours on duty);
(5) European Delivery Control;
(6) Unit Load Devices Control;
(7) Cargo Support;
(8) Dangerous Goods Unit.

(d) Aircraft Handling Services

(1) Director: H. Beckeringh;
(2) Ramp operations;
(3) Aeroplane water and lavatory servicing and cleaning;
(4) De-/Anti-Icing handling.

(e) Corporate Security

(1) Manager: R. van Meerten.

(f) Outstations
(1) Director: J.B. Bochove;
(2) Financial Controlling;
(3) Fuelling.

1.1.3 QUALITY AND SAFETY ASSURANCE (QSA)

The QSA organisation consists of:
(a) Management
• Director: A.T.M. Schaefers;
• Operations Safety Programme;
• QSA Auditors.

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1.1.4 NOMINATED POSTHOLDER

1.1.4.1 INTRODUCTION
(a) In accordance with JAR-OPS 1, Martinair has nominated the following postholders and
deputies for the following operational areas:

Operational area Postholder Deputy

A.A.M.Baelemans (Flight Crew)
Flight Operations R.J.F. Bakker
A.K.S. van der Kloet (cabin operations)
A.A.M.Baelemans R.J.F. Bakker (Flight Crew)
Crew Training
A.K.S. van der Kloet (Cabin operations)
Maintenance system P. Horstink P. van der Horst
Ground Operations R.P. van den Bergh T.B.A.

(b) This sub-chapter describes the functions and responsibilities of the nominated
Postholders and shows the subordination and reporting lines of all departments
which pertain to the safety of operations.
(c) All Nominated Postholders shall grant the Authority access to the Martinair
operations, aeroplanes and any documents and records related to operations and
training for the purpose of monitoring continued compliance with JAR-OPS 1.

1.1.4.2 NOMINATED POSTHOLDER GROUND OPERATIONS

(a) The Nominated Postholder Ground Operations (NP GO) is responsible for all
ground operations related to Martinair aeroplanes. Ground operations, in this
respect, includes the following activities:
(1) Passenger and baggage services;
(2) Cargo operations;
(3) Dangerous goods acceptance and handling;
(4) Load planning and pallet building;
(5) Aeroplane loading and unloading;
(6) Aeroplane water and lavatory servicing and cleaning;
(7) Aeroplane towing;
(8) Security (except for establishing standards and on-site acceptance);
(9) Fuelling;
(10) De-/Anti-icing.
(b) It is his general responsibility to arrange appropriate ground handling facilities to
ensure the safe handling of flights.
(c) The NP GO is the principal point of contact between Martinair and the Authority for
all matters related to ground operations.
(d) The NP GO has delegated duties to ground operations management personnel.

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1.1.4.3 SUBORDINATION AND REPORTING LINES
The subordination and reporting lines, as they pertain to the safety of operations, are as
follows:

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Ground Operations Manual Organization and Responsibilities

1.1.5 DUTIES AND RESPONSIBILITIES OF GROUND OPERATIONS MANAGEMENT

1.1.5.1 INTRODUCTION
(a) This sub-chapter describes duties and responsibilities of Ground Operations
Management personnel pertaining to the safety of Ground Operations. It does not list
other responsibilities and duties, such as those pursuant to the Martinair hierarchical
organization.

(b) Where deputies to Ground Operations Management personnel are listed in this chapter,
the duties and responsibilities described herein apply to the deputies in absence of the
manager.

(c) The Quality Manager does not form part of the JAR-OPS 1 operations management
structure.

1.1.5.2 VICE-PRESIDENT GROUND OPERATIONS

The Vice-President Ground Operations has the following responsibilities.
(a) Standards
(1) To determine, and monitor, the applicability of the statutory standards for
ground operations, and ground operations personnel training relevant to
operations.
(2) To establish additional standards and practices for ground operations, and
ground operations personnel training relevant to operations.
(3) To issue and distribute the standards and practices referred to under (1) and
(2) above, and those relative to de-/anti-icing, to organizations to which ground
operation services are contracted.
(b) Management
(1) To supervise the:
(i) Director Passenger Services;
(ii) Director Cargo Operations;
(iii) Director Aircraft Handling Services;
(iv) Director Outstations;
(v) Manager Corporate Security; and
(v) Manager Dangerous Goods
(2) To ensure sufficient ground operations personnel for the Martinair Ground
Operation.
(3) When delegating duties, to ensure that individuals are qualified and competent
to conduct the duties assigned to them.
(4) To ensure that any contractor meets the statutory standards and the additional
Martinair standards and practices when performing or contributing to ground
operations, or training.
(c) Recruiting and training
(1) To appoint training personnel and ensure that they are suitably qualified.
(2) To ensure that all required training and checking of all ground operations
personnel is conducted in due time.
(d) Monitoring and evaluation
To contribute to the feedback system for Martinair operations and evaluate the
results.
(e) Accommodating inspections
To grant the Authority access to the Martinair ground operations organization and
any documents and records related to ground operations for the purpose of
monitoring continued compliance with JAR-OPS 1.
(f) NP GO delegated duties
Under the responsibility of the NP GO, ensure that no aeroplane is scheduled to
operate to an aerodrome unless adequate Ground Support facilities and equipment
necessary for the safe handling of the flight are, or can reasonably be made,
available at the time of the operation.

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Ground Operations Manual Organization and Responsibilities

1.1.5.3 GROUND OPERATIONS DEPARTMENTS MANAGERS

The duties listed under (a), relative to their respective areas, as described in (b) are delegated
to the following Managers,
• The Director Passenger Services;
• The Director Cargo Operations;
• The Director Outstations;
• The Director Aircraft Handling Services;
• The Manager Corporate Security.

Duties
• To ensure that relevant personnel are properly instructed, have demonstrated their
abilities in their particular duties and are aware of their responsibilities and the
relationship of such duties to the operation as a whole;
• When delegating duties, to ensure that individuals are qualified and competent to
conduct the duties assigned to them;
• To ensure that any contractor, when performing or contributing to ground operations,
meets the statutory standards;
• To adhere to the Martinair security program; and
• To establish procedures to be followed in case of ground operations incidents and
accidents.

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Ground Operations Manual Organization and Responsibilities

1.1.5.4 DIRECTOR PASSENGER SERVICES

The Director Passenger Services has the following duties, all related to their respective area’s.
(See 1.1.2 for clarified area’s)
(a) Standards
(1) Process control station Schiphol and Passenger operating line stations.
(2) Total cost.
(3) Service Level Agreement with business units.
(4) Punctuality.
(5) Passenger & Baggage handling standards.
(6) Service standards subcontracted services.
(7) Operational data and performance outstations.
(b) Management
(1) To address departmental managers on deviations of all handling standards.
(2) To address departmental managers on deviations of costs targets.
(3) To address departmental managers on punctuality of the stations.
(4) Address all parties involved in operational data updating.
(5) Assist and/or organise contract renewals in collaboration with contracts
departments and local business units.
(6) Assist the Director Outstations in new aerodrome evaluation go/no-go.
(c) Tasks
(1) Devine & Monitor Key Performance Indicators for the processes of Schiphol.
(2) Monitor execution subcontracted agreements (Service Level).
(3) Cost control and monitor of total costs.
(4) Set and implement world-wide handling standards in accordance with the
Martinair overall standard.
(5) Monitor and control functionality of outstation operational data information
systems.
(d) Recruiting and training
(1) Training standards staff.
(2) Monitor and organise personnel licenses & training.
(e) Frame work
(1) JAR-OPS and related Government rules
(2) Business plans department Ground Operations
(3) Business plans Business unit Passenger.

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Ground Operations Manual Organization and Responsibilities

1.1.5.5 DIRECTOR CARGO OPERATIONS

The Director Cargo Operations has the following duties, all related to their respective area’s.
(See 1.1.2 for clarified areas)
(a) Standards
(1) Process control station Schiphol.
(2) Total cost.
(3) Service Level Agreement with business units
(4) Punctuality.
(5) Cargo Services standards.
(6) Load Control standards.
(7) Service standards subcontracted services.
(8) Operational data outstations.
(b) Management
(1) To address departmental managers on deviations of all handling standards.
(2) To address departmental managers on deviations of costs targets.
(3) To address departmental managers on punctuality of the stations.
(4) Address all parties involved in operational data updating.
(5) Assist and/or organise contract renewals in collaboration with contracts
departments and local business units.
(6) Assist the Director Outstations in new aerodrome evaluation go/no-go.
(c) Tasks
(1) Devine & Monitor Key Performance Indicators for the processes of Schiphol.
(2) Monitor execution subcontracted agreements (Service Level).
(3) Cost control and monitor of total costs.
(4) Set and implement handling standards in accordance with the Martinair overall
standard.
(5) Monitor functionality of outstation operational data information systems.
(d) Recruiting and training
(1) Training standards staff.
(2) Monitor and organise personnel licenses & training.
(e) Frame work
(1) JAR-OPS and related Government rules
(2) Business plans department Ground Operations
(3) Business plans Business unit Cargo.

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Ground Operations Manual Organization and Responsibilities

1.1.5.6 DIRECTOR AIRCRAFT HANDLING SERVICES

The Director Aircraft Handling Services has the following duties, all related to their respective
area’s. (See 1.1.2 for clarified area’s)
(a) Standards
(1) Process control station Schiphol.
(2) Total cost.
(3) Service Level Agreement with business units
(4) Punctuality.
(5) Aircraft Handling Services standards.
(6) Service standards subcontracted services.
(b) Management
(1) To address departmental managers on deviations of all handling standards.
(2) To address departmental managers on deviations of costs targets.
(3) To address departmental managers on punctuality of the stations.
(4) Address all parties involved in operational data updating.
(5) Assist and/or organise contract renewals in collaboration with contracts
departments and local business units.
(6) Assist the Director Outstations in new aerodrome evaluation go/no-go.
(c) Tasks
(1) Devine & Monitor Key Performance Indicators for the processes of Schiphol.
(2) Monitor execution subcontracted agreements (Service Level).
(3) Cost control and monitor of total costs.
(4) Set and implement handling standards in accordance with the Martinair overall
standard.
(d) Recruiting and training
(1) Training standards staff.
(2) Monitor and organise personnel licenses & training.
(e) Frame work
(1) JAR-OPS and related Government rules
(2) Business plans department Ground Operations

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Ground Operations Manual Organization and Responsibilities

1.1.5.7 DIRECTOR OUTSTATIONS

The Director Outstations has the following responsibilities all related to their respective area’s.
(See 1.1.2 for clarified area’s).
(a) Standards
(1) Process control line stations & off-line stations connected to line stations.
(2) Total cost of line stations & off-line stations connected to line stations.
(3) Service Level Agreement with business units
(2) Punctuality.
(3) Passenger & Baggage handling standards.
(4) Loadcontrol.
(5) Cargo Services standards.
(6) Ground Handling Services standards.
(7) Service standards subcontracted services.
(8) Operational data outstations.
(b) Management
(1) To address Regional Manager and Station Manager on deviations of all
handling standards.
(2) To address Regional Manager and Station Manager on deviations of costs
targets.
(3) To address Regional Manager and Station Manager on punctuality of stations.
(4) Address suppliers in collaboration with contract and local operational staff.
(5) Address all parties involved in outstation operational data updating.
(6) Assist and/or organise contract renewals in collaboration with contracts
departments and local business units.
(7) New aerodrome evaluation go/no-go.
(c) Tasks
(1) Devine & Monitor Key Performance Indicators for the processes of outstations.
(2) Monitor execution subcontracted agreements (Service Level).
(3) Cost control and monitor of total costs outstation.
(4) Set and implement handling standards in accordance with the Martinair overall
standard.
(5) Renewal of all outstation contracts in cooperation’s with the contract
purchasing department and concerned business units.
(6) Assist in respecting local catering quality.
(7) Monitor functionality of outstation operational data information systems.
(d) Recruiting and training
(1) Training standards staff outstations.
(2) Monitor and organise personnel licenses & training of outstations.
(e) Frame work
(1) JAR-OPS and related Government rules
(2) Business plans department Ground Operations
(3) Business plans Business unit Passenger and Cargo.

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Ground Operations Manual Organization and Responsibilities

1.1.5.8 MANAGER CORPORATE SECURITY

(a) The manager of Martinair Corporate Security has the following duties, all relative to their
respective areas:
(1) Translates external legislation, instructions and developments into an advice to the
strategy management.
(2) To establish and maintain Operational Security;
(3) To guard and inspect the level of security within Martinair and where required adjust
security rules and regulations;
(4) To establish and maintain Corporate Security for the Martinair organisation;
(5) To develop and maintain the Martinair Security Manual.
(b) The respective areas are:
(1) Aircraft Handling Services;
(2) Passenger and Cargo Services;
(3) Flight Operations both on ground and airborne;
(4) Define the safety of countries, routes and stations;
(5) Security training for relevant personnel;
(6) Secure Company Assets;
(7) Secure Buildings;
(8) Security awareness by all staff.
(9) Martinair co-ordinated response in the event of an incident involving Martinair
Aeroplanes
1.1.5.8.1 SCOPE
The Corporate security Manager reports directly to the Vice President Ground Operations
(NPGO).

Security consequences for Martinair will be monitored and reported, to ensure up-to-date
information and protective procedures.

Worldwide implementation of security measures will be inspected and where required local
procedures deemed will be installed and audited.

1.1.5.9 MANAGER (DG) DANGEROUS GOODS HANDLING

The Manager Dangerous Goods Handling has the following duties:
(1) To recommend to the Vice President Ground Operations, standards and policies with
respect to dangerous goods operations which are in addition to the statutory standards;
(2) To conduct oversight on Martinair dangerous goods operations;
(3) To assess requests for carriage dangerous goods categories which are subject to an
exemption procedure pursuant to the ICAO Technical Instructions, including, but not
limited to chemicals, radioactive materials, weapons of war, munitions of war and other
explosive devices;
(4) Third party dangerous goods training courses are subject to approval of the DG Manager;
(5) To investigate dangerous goods incidents and accidents
(6) The Manager DG recommends the NPGO as to whether a station is authorised to accept
DG for carriage on board of Martinair flights;
(7) To report dangerous goods incidents and accidents to the relevant Authorities;
(8) Control training records.

1.1.5.10 OUTSTATION PERSONNEL

The staff at the outstations can be categorised into two groups.
A. Martinair personnel : Personnel in full or part time Martinair employment.
B. Third party personnel : Personnel employed by a third party handler.

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Ground Operations Manual Organization and Responsibilities

1.1.5.11 CONTRACTOR’S RESPONSIBILITY

The ultimate responsibility for safety-related products and services provided by a contractor
remains with Martinair. In order to allow Martinair to fulfil that responsibility, the contractor shall
ensure that all services, including, but not limited to those, which are sub-contracted, are
carried out in accordance with the terms and conditions of the contract between Martinair and
the contractor. The persons performing the functions shall be qualified/licensed as per the
Martinair/Local requirement, whatever is more restrictive.
The GOM and the GHM form the “Carriers Specific Instructions”, hence form part of the terms
and conditions.

Where authorisations and/or approvals are required for the contractors or sub-contractor's
products or services, these shall be obtained and submitted to Martinair Purchasing
department, including any revision thereof.

1.1.5.12 SUPERVISORS OF CONTRACTED GROUND HANDLERS

The supervisors of contracted ground operations have the following duties:
(1) To ensure that any contractor meets the statutory standards and the additional Martinair
standards and practices, as established in the instructions issued per GOM, when
performing or contributing to ground operations;
(2) To adhere to the Martinair security programme;
(3) To establish procedures to be followed in case of ground operations incidents and
accidents;
(4) Passenger Services: passenger and baggage handling, including acceptance of special
categories of passengers, seat allocation procedures, baggage size and weight control,
(5) Load control: passenger and cargo load instruction and load sheet printouts;
(6) Cargo handling: cargo acceptance and handling, including, but not limited to dangerous
goods;
(7) Aeroplane handling: load planning, pallet building, aeroplane loading and unloading,
water and toilet servicing, towing, de-/anti-icing; and
(8) Maintain a File and check as appropriate, documents, telex messages pertaining to the
Martinair flight.

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Ground Operations Manual Organization and Responsibilities

1.1.5.13 THE REGIONAL MANAGER

1.1.5.13.1 DEFINITION
Martinair employs the Regional Manager with both operational and budgetary responsibility for
a number of Stations within the region.

1.1.5.13.2 RESPONSIBILITIES
The Regional Manager shall report operationally to the Director Outstations and is functionally
responsible for the handling of Martinair flights in his/her region. The Regional Manager shall
advise the Director Outstations of any developments in Airport and ground operational
matters.
The Regional Manager shall report to the Area Manager of any developments in Contractual
and financial matters.
Depending on the area, certain Regional Managers may have other Regional Managers
reporting to him/her.

1.1.5.14 THE STATION MANAGER / STATION SUPERVISOR

1.1.5.14.1 DEFINITION
The representative at a station employed by Martinair is called the Station Manager;
the representative at a station contracted by Martinair is called the Station Supervisor.
Both have the same responsibilities and duties.

1.1.5.14.2 RESPONSIBILITIES
The Station Manager / Supervisor reports directly to the Regional Manager where available or
to the Paxsupport / Cargosupport on the flight handling process.
The Station Manager / Station Supervisor shall liaise operational matters between Martinair
and the local Authorities
The Station Manager / Station Supervisor are functionally responsible for the co-ordination of
the operational flight handling processes:
• Passenger handling;
• Baggage handling;
• Aircraft handling, including, but not limited to cleaning, potable water service and toilet
service;
• Load control, where applicable;
• ULD control;
• Cargo handling;
• Catering;
• Co-ordination with the Technical Department at AMS;
• Fuelling;
• De-, Anti-Icing;
• Security.

The Martinair Station Manager / Station Supervisor is responsible to ensure that sufficient staff
is available to perform the above-mentioned handling, and that the staff is adequately trained
and licences are up-to-date.

Further more that;

(a) the contracted services are received as per agreed contract,
(b) that the office opening hours are published,
(c) Martinair is represented in the event of a delay and the passengers are taken care of,
(d) the staff is aware of the Martinair security requirements;
(e) the staff adheres to the Martinair procedures as published in the Ground Handling
Manuals.

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Ground Operations Manual Organization and Responsibilities

1.1.5.14.3 DUTIES
(a) The Station Manager / Station Supervisor is responsible for all of the following duties,
which can be executed by own staff or contracted third party staff:
• Station management activities. (All related to adequate handling of Martinair flights at
the aerodrome);
• The process of passengers-, baggage-, ramp handling and aeroplane movement;
• Handling of passengers and baggage, handling of cargo and mail according to
Martinair quality standards;
• Pre and Post departure messages;
• Passenger or Cargo office management;
• First contact in case of claims, complaint and irregularities;
• Fuelling;
• De-, Anti-Icing;
• Security;

(b) The Station Manager / Station Supervisor ensures a safe, punctual Martinair service in all
of the above mentioned areas and friendly treatment towards the Martinair customers.

(c) The Station Manager / Station Supervisor ensures that a high quality service for all
passengers and or cargo clients is guaranteed. This includes following:
• Staff matters, including, but not limited to recruitment, training and appraisals;
• Office matters, including lease and contract matter co-ordination with the purchasing
department;
• Automation matters related to service activities at the airport;
• Service recovery activities in the broadest sense;
• Confide with the support organisation in operational problem areas.

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Ground Operations Manual Organization and Responsibilities

1.1.5.15 GROUND STANDARDS COMMITTEE (GSC)

(a) The departmental heads of the ground operations organisation and the Nominated
Postholder Ground Operations form the GSC. The GSC Secretary assists the GSC.

(b) The GSC has the following duties:

(1) To determine, and monitor, the applicability of the statutory standards for ground
operations, fuelling, de-/anti-icing, ground safety and training relevant to Martinair
operations;
(2) To establish additional standards and practices for Martinair ground operations,
fuelling, de-/anti-icing, ground safety and training;
(3) To develop and maintain the Ground Operations Manual and Handling Manuals in
which the standards and practices referred to under (1) and (2) above are
promulgated to ground operations personnel; and
(4) Where required, to obtain Authority approval for ground operations subjects.

(c) The GSC Secretary collects comments on the manuals and co-ordinates these with the
GSC member responsible for text proposals within GSC, according to the following table.

1.1.5.15.1 GROUND STANDARDS COMMITTEE MEMBERS (GSC)

(a) The GSC consists of representatives of:
1. Nominated Post holder Ground Operations; R.P. van den Bergh.
2. Passenger Services; A. Prokos.
3. Cargo Operations; A. van Son.
4. Aircraft Handling Services; H. Beckeringh.
5. Corporate Security; R. van Meerten.
6. Operational Quality Assurance; A.T.M. Schaefers.
7. Outstations; J.B. Bochove.
8. Secretary and publication editors; R.C. Leinweber, R.J. Sweers

(b) The departments Cargo Support and Pax Support collect comments on the Manuals and
co-ordinates these with the GSC member responsible for all Ground Operation and
Handling manual text proposals within GSC.

The text for manuals will be provided by the departments concerned.

The GSC will determine the subjects for publication.

Issue, 01 April, 2007 page 20

Ground Operations Manual Operational Control & Supervision

2 OPERATIONAL CONTROL & SUPERVISION

2.1 GENERAL

In order to facilitate safe and recognisable Martinair ground operations, the following
processes should be covered;

(a) Passenger Services (see 2.1.1);

(b) Cargo Operations (see 2.1.2);
(c) Load Control (see 2.1.3);
(d) Aircraft Handling Services (see 2.1.4);
(e) Technical Handling (see 2.1.5);
(f) Catering Services (see 2.1.6 );
(g) Security regulations.

2.1.1 PASSENGER SERVICES

The Martinair representative or the Contracted handling agent shall provide sufficient staff for
the passenger service required.
Passenger services on Ground shall be supervised and are divided in to the following 5 areas
of attention:

• Passenger arrival service

• Passenger baggage service
• Passenger check-in service
• Passenger departure service
• Passenger ticketing service

2.1.2 CARGO OPERATIONS

The Martinair representative or the contracted handling agent shall provide sufficient staff for
the cargo handling service required.
The Cargo handling shall be supervised and are divided in to the following area's of attention:

• Cargo reservation/sales, by means of the Martinair system as per directives of the Cargo
Sales Division and in accordance with Martinair Cargo General Conditions.
• Cargo handling and preparation for loading.
• Special Cargo handling.
• Dangerous goods inspection.
• Cargo delivery service and breakdown.
• Handling damaged and pilfered cargo.

2.1.3 LOAD CONTROL

Load Control is the International Standard definition for the procedures ensuring that:
• Mass and Balance conditions of the aeroplane are correct and within the limits;
• The aeroplane is loaded in accordance with Martinair’s regulations in general and the
loading instructions for the flight in particular;
• The information on the loadsheet corresponds with the actual load of the aeroplane,
passengers and where applicable, fuel included.

The Martinair representative or the contracted handling agent shall provide sufficient staff for
the load control when required and contracted.

In the event a Departure Control System is used for the Load Control activities, the system
shall be authorised by Martinair for these functions.

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Ground Operations Manual Operational Control & Supervision

2.1.4 THE AIRCRAFT HANDLING SERVICES

The Aircraft Handling Services department consist of the following services:

• Aeroplane parking, and push-out service

• Parking assistance "wing walkers"
• Loading/Off-loading
• Aeroplane interior cleaning
• Potable water service
• Toilet service
• De-, Anti-Icing service
• Fuelling service

2.1.5 TECHNICAL HANDLING

The responsibilities of the technical ground engineer are available with the Martinair Technical
department.

2.1.6 CATERING SERVICE

The Martinair representative or the contracted handling agent shall provide staff required for
the aeroplane catering service when required.

2.1.7 SECURITY REGULATION

The Martinair representative or the contracted handling agent shall provide and safeguard the
level of security required for the aeroplane and it’s occupants.

2.2 SUPERVISION AND/OR CO-ORDINATION OF SERVICES CONTRACTED

The representative will provide the services as contracted per IATA AHM 810 SGHA
section 1.3 and additionally agreed in the Service Level Agreement.

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Ground Operations Manual Quality System

3 QUALITY SYSTEM

3.1 QUALITY AND SAFETY POLICY

Martinair commits itself to:
(a) Continuously conduct its activities with respect to Maintenance so that, at all times,
aeroplanes are offered for operation in compliance with applicable standards;
(b) Continuously conduct its activities with respect to Flight Operations, Ground Operations
and Crew Training so that, at all times the operation of the aeroplanes is in compliance
with applicable standards;
(c) Continuously monitor compliance with these standards and take corrective action where
deficiencies arise. The quality assurance programme is a major, but not the only means
to accomplish this;
(d) Continuously measure any degradation in maintenance or safe operation. The safety
assurance programme is a major, but not the only means to accomplish this; and
(e) Continuously monitor and support developments which improve safe operation, and,
where appropriate, implement those.

3.2 SAFETY MANAGEMENT SYSTEM

Martinair’s quality system is a Safety Management System that exceeds the statutory
requirements as laid down in JAR-OPS 1, Part-145 and Part M for Quality Systems and an
Accident Prevention and Flight Safety Programme. It includes the following elements:

(a) Standards
(1) Statutory standards
The statutory standards with respect to continuing airworthiness and safe operations
as contained in the latest issues of:
(i) Verordening (EG) nr. 2042/2003 van de Commissie van 20 november 2003
betreffende de permanente luchtwaardigheid van luchtvaartuigen en
luchtvaartproducten, -onderdelen en -uitrustingsstukken, en betreffende de
goedkeuring van bij voornoemde taken betrokken organisaties en personen.
This includes Parts M, 145 and 66.
(ii) Regeling Toezicht Luchtvaart, hoofdstuk V. This includes JAR OPS 1;
(iii) Besluit bewijzen van bevoegdheid voor de luchtvaart. This includes sections of
JAR-FCL 1 and JAR-FCL 4;
(iv) Arbeidstijdenbesluit vervoer;
(v) Arbeidsomstandighedenwet; and
(vi) Other applicable statutory standards issued by aviation safety authorities,
including, but not limited to FAR Part 129.
(2) Other standards
Other safety related standards with respect to flight operations, ground operations,
crew training and maintenance are contained in relevant chapters of this Operations
Manual, other manuals as listed in OM-A 2.2.2, the Maintenance Organisation
Exposition (MOE) and the CAO.
(b) Quality and safety policy
Martinair’s Quality and Safety Policy as defined in OM-A 3.1;
(c) Meetings, reviews and management evaluations
Regular meetings, reviews and management evaluations held to manage and coordinate
all activities that affect or may affect airworthy aeroplanes and safe operation, both at
operational and strategic level.
(d) Compliance checklist
The purpose of the compliance checklist is to continuously verify how compliance is
achieved with statutory standards.

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Ground Operations Manual Quality System

(e) Quality Assurance programme

The purpose of the quality assurance programme is to monitor compliance with, and the
adequacy of, instructions and procedures required to ensure airworthy aeroplanes and
components, and safe operation. The quality assurance programme is described in the
OPI-QSA manual.
(f) Safety Assurance programme
The purpose of the safety assurance programme is to analyse data for possible unsafe
situations or undesirable trends and request for corrective actions. The prime purpose of
this programme is to prevent recurrence and not the apportioning of blame or liability.
Safety information shall be promulgated to all operations personnel. The safety
assurance programme is described in the OPI-QSA manual.
(g) Quality and Safety Assurance department
The Director Quality and Safety Assurance is independent from the Nominated
Postholders and Part-145 Accountable Manager and solely responsible to the JAR-OPS
1 Accountable Manager. The Quality and Safety Assurance department is responsible for
the supervision and control of the Quality Assurance programme and Safety Assurance
programme.

3.3 MANAGEMENT EVALUATION

(a) As part of the Management Vergadering Operations (MVO), which has a meeting interval
of once every two weeks, JAR-OPS 1 quality system management evaluations take place
each second meeting.
(b) The quality system management evaluation reviews, and takes action, where required on:
(1) The number of safety audits performed as compared to the audit plans;
(2) The progress in corrective actions being taken; and
(3) Trends which may lead to un-airworthy aeroplanes or unsafe operation.

3.4 AUTHORITY, DUTIES AND RESPONSIBILITIES

3.4.1 ACCOUNTABLE MANAGER

(a) The Accountable Manager has corporate authority for ensuring that all flight operations,
crew training, ground operations and maintenance activities can be financed and carried
out to the standards.
(b) The Accountable Manager shall:
(1) Establish the Quality and Safety Policy;
(2) Have overall responsibility for the development, establishment and management of
the Safety Management System;
(3) Ensure, via the Nominated Postholders, that corrective action is taken in response to
audit findings of the quality assurance programme and safety deficiencies identified
in the safety assurance programme;
(4) Ensure, through the Director QSA that the corrective action has re-established
compliance with the standard; and
(5) Decide upon the frequency, format and structure of internal management evaluation
activities.

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Ground Operations Manual Quality System

3.4.2 DIRECTOR QUALITY AND SAFETY ASSURANCE (QSA)

(a) The Director Operations Quality Assurance has the authority to:
(1) Have direct access to the JAR-OPS 1 Accountable Manager, Part 145 Accountable
Manager as well as all (deputy) Nominated Postholders;
(2) Have access to those parts of Martinair's and, as necessary, any subcontractor's
organization that are of direct relevance to airworthy aeroplanes or safe operation;
and
(3) Conduct an audit any time that he considers necessary.
(b) The Director Quality and Safety Assurance shall, with respect to all safety related
activities in the areas of Flight Operations, Crew Training, Ground Operations and
Maintenance:
(1) Monitor, by carrying out the Quality Assurance Programme the continued
compliance with the applicable instructions and procedures, and standards, and the
adequacy of the standards, and raise audit findings when no such compliance exists;
(2) Measure, by carrying out the Safety Assurance Programme degradation of
maintenance or safety performance and propose corrective action accordingly;
(3) Liaise with Aviation Safety Authorities;
(4) Monitor regulatory developments and inform operations management accordingly;
(5) When delegating duties, ensure that individuals are qualified and competent to
conduct the duties assigned to them; and
(6) Supervise the:
(i) Deputy Director QSA for Maintenance;
(ii) Airworthiness Review Staff;
(iii) QSA Auditors;
(iv) Occurrence Reporting Programme Manager;
(v) Flight Data Monitoring Programme Manager; and
(vi) Investigators.

3.4.2.1 DEPUTY DIRECTOR QSA

(a) The Deputy Director QSA is the quality manager as required by Part 145. He has the
authority to:
(1) Have direct access to the Part-145 Accountable Manager;
(2) Have access to those parts of Martinair's and, as necessary, any subcontractor's
organization that are of direct relevance to airworthy aeroplanes; and
(3) Conduct an audit any time that he considers necessary.
(b) For duties and responsibilities of the Deputy Director QSA for Maintenance, refer to MOE
section 1.4.10.

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Ground Operations Manual Quality System

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Issue, 01 April, 2007 page 26

Ground Operations Manual Staff Uniforms

4 STAFF UNIFORMS

4.1 GENERAL UNIFORM RULES

Following rules apply to all gender uniformed Martinair staff and contracted staff in Martinair
uniforms.

1. ID card(In case of MP staff)

2. To be clearly worn, at the bottom of the uniform lap. (In case of MP staff)
3. Duty tag
4. Right above the breast pocket of the uniform on the right side, at the same level as the
nametag.
5. Name tag
6. Gold coloured nametag worn on the left side of the dress, 1 cm above breast pocket.
7. MP pin
8. Golden MP (jubilee) pin on reverse of blazer or above duty tag.
It is not allowed to wear other pins.
9. Blazer
10. The blazer is worn unbuttoned and the button on the inside should be fastened.
The blazer is worn by everyone or by no one.
11. Overcoat
12. The overcoat is worn closed, depending on the temperature either
worn by everybody or by no one.

4.1.1 UNIFORM REGULATIONS LADIES

Dress
DO: ♦ The dress must be worn at knee-length.

DON’T: ♦ Put no protruding objects in breast pocket.

♦ Put no buttons or pins on dress.
♦ Do not shorten the dress.

Blazer
DO: ♦ The blazer is worn unbuttoned and the button on the inside should be
fastened.
♦ The blazer should be worn by everyone or taken off by everyone.
DON’T: ♦ Put no protruding objects in breast pocket.
♦ No upright collar.

Blouse
DO: ♦ Wear blouse with closed collar or with one button open.

DON’T: ♦ No upright collar.

♦ No white t-shirt protruding under blouse.

Head
DO: ♦ Always wear the head.

DON’T: ♦ Don’t wear the head on the apron.

Belt
DO: ♦ Always wear the belt.

DON’T: ♦ Not too loose or too tight.

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Ground Operations Manual Staff Uniforms

Shawl
DO: ♦ Bow, fan shaped or a choker model.

DON’T: ♦ Not anything else.

Example shawl as fan shaped:

Shoes
DO: ♦ Shoes are of black smooth leather.
♦ Minimum heel of 2 inches.
DON’T: ♦ Shoes with ornaments and/or buckles, sandals, shoes with open heels
and/or fancy are not allowed.

Panty hose
DO: ♦ Always wear a skin or bone coloured panty hose.

DON’T: ♦ Too shiny panty hose.

4.1.1.1 UNIFORM DECORATIONS LADIES

Name wing
DO: ♦ Always wear on the left side on the dress, near to the armpit.

4.1.1.2 MISCELLANEOUS

Hairstyle
DO: ♦ Well-groomed hair.
♦ String up the hair.
MAY ♦ Ponytail or pigtail not longer than 20cm.
♦ Skin coloured Hairpin.
DON’T: ♦ If the hair is longer then the collar of the blazer do not wear it loose.

Make-up
DO: ♦ Make-up harmonized with the uniform.
♦ Lipstick, mascara.
♦ Well groomed nails and hands.
MAY: ♦ Lip liner.

Jewellery
DO: ♦ The amount of jewellery worn should be limited.
♦ Because the accents on the uniform are gold, it’s appropriate to wear gold
jewellery.
DON’T: ♦ The wearing of a lot or large, conspicuous rings, bracelets, earrings,
chains or watches is not allowed.

Note: The Martinair uniform may only be dry cleaned!

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Ground Operations Manual Staff Uniforms

4.1.2 UNIFORM REGULATIONS GENTLEMEN

Trousers
DO: ♦ Wear trousers clean and pressed.

DON’T: ♦ Not too short and not too long.

Blazer
DO: ♦ The blazer is worn closed.
♦ The blazer should be worn by everyone or taken off by everyone.
DON’T: ♦ Put no protruding objects in breast pocket.
♦ No upright collar.

Shirt
DO: ♦ Wear shirt with closed collar.

DON’T: ♦ No upright collar.

♦ No white t-shirt protruding under shirt.

Tie
DO: ♦ Always wear the tie.

DON’T: ♦ Not allowed to wear a tiepin.

Socks
DO: ♦ The socks shall be plain and black.

DON’T: ♦ No other colours allowed.

Shoes
DO: ♦ Shoes are of black smooth leather.

DON’T: ♦ Shoes with ornaments and/or buckles, sandals, shoes with open heels
and/or fancy are not allowed.

Jewellery
DO: ♦ A decent watch
♦ 2 rings of which 1 shall be a signet ring
DON’T: ♦ Not allowed to wear earrings, bracelets.

Uniform decorations
Name wing
DO: ♦ Always wear on the left side of the Colbert.

Hairstyle
DO: ♦ Well-groomed hair.

DON’T: ♦ Not longer then the collar of the shirt.

♦ Moustache or beard.
♦ Wet look, crest.
♦ Too long bin beards.
♦ Unnatural hair colours.

Note: The Martinair uniform may only be dry-cleaned.

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Ground Operations Manual Qualification requirements

5 QUALIFICATION REQUIREMENTS

5.1 GENERAL
For the purpose of Ground handling of the Martinair flights, handling staff shall be assigned for
each flight, either Martinair employed or Contracted personnel and ensure to adhere to the
Martinair security requirements for the area's of:

(a) Passenger Services;

(b) Cargo Operations;
(c) Load Control;
(d) Aircraft Handling Services;
(e) Aeroplane interior cleaning Service;
(f) Aeroplane potable water and toilet cleaning services;
(g) Aeroplane Push-out Service;
(h) Aeroplane De-/ Anti Icing Service;
(i) Technical handling;
(j) Catering Services;
(k) Security Services

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Ground Operations Manual Health precautions

6 HEALTH PRECAUTIONS

6.1 GENERAL
Health has a direct impact upon ramp safety. The handling of an aeroplane requires a 100 %
physical and mental condition.
• A handling incident with an aeroplane can result in costly delays.
• A document not checked at the check-in can result in costly fines.
• All employees must report their inability to work to the responsible department.

6.1.1 ALCOHOL
The consumption of alcohol while on duty is not allowed. In uniform the consumption of
alcohol in areas accessible to the public is not allowed, unless authorised by management.
The effects of alcohol vary individually, depending on the quantity and rate of consumption
and may be significant, even long after the last alcoholic intake.

6.1.2 MEDICATION
Medication may have adverse affect to the functioning of a staff member.
When a staff member is required to take medication, which may have affect to the ability to
function, the supervisor must be informed.

6.1.3 REST AND SLEEP

It is recommended to ensure an adequate rest period prior to the start of the duty.

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Ground Operations Manual Accounting

7 ACCOUNTING

7.1 STANDARD INVOICING

The standard language of invoices shall be English. If this is not available, the service-
provider/station-manager shall supply an English translation.

Invoices concerning extra services performed by the supplier, which are not in the standard
contract price, shall have handling-slips approved by the captain/purser or Martinair
representative. The invoice should mention contact-details of the accounting-department of
the supplier.

7.2 ADMINISTRATIVE FUNCTIONS

In addition to the service as per IATA AHM 810 SGHA issue 2004 section 1.2, the
representative will:

• Prepare the petty cash reports as required by Martinair.

• Prepare and control Martinair ticket stock if applicable.
• Forward a list of all checked E-ticket passengers and paper flight coupons and all other
accountable documents received to Amsterdam.
• Revalidate tickets where applicable as per the Martinair procedures.
• Provide sales reports.

7.3 NEW PRICES AND SERVICES FOR HANDLING AND AIRPORT CHARGES
The service-supplier shall inform the local Martinair representative.

7.3.1 ACCOUNTING PROCEDURE

7.3.1.1 SHORT HAUL

7.3.1.1.1 UPGRADE
Upgrade settlement (cash, cheques, credit-cards/sales slips in EUR) will be put in a sealed-
envelope, together with the original copy "receipt of payment", and a sales report shall be sent
to Schiphol with the flight coupon envelope in the Martinair Comail pouch.

7.3.1.1.2 TICKET SALES

Each sold ticket shall be accounted for via the Ticket Sales Report short haul. Settlement is
possible via credit note invoice to Martinair Holland or via seal envelope (cash, cheques, credit
cards/sales slips in EUR), together with ticket sales report, and will be sent to cashier desk
within one week in the Martinair Comail pouch.

7.3.1.2 LONG HAUL

7.3.1.2.1 UPGRADE
Upgrade settlement (cash, cheques, credit-cards/sales slips in EUR) will be put in a sealed-
envelope, together with the original copy "receipt of payment", and will be sent to cashier desk
at least once a month in the Martinair Comail pouch.
7.3.1.2.2 TICKET SALES
Each sold ticket shall be accounted for via the Ticket Sales Report. Settlement is possible via
credit note invoice to Martinair Holland, and will be sent to cashier desk at least once a month
in the Martinair Comail pouch.

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Ground Operations Manual Operational Procedures

8 OPERATIONAL PROCEDURES

8.1 FLIGHT PREPARATION INSTRUCTIONS

Flight preparation shall be distributed to all departments concerned including the information
required at Martinair Head office.

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Ground Handling Manual Dangerous Goods

9 DANGEROUS GOODS

9.1 PURPOSE
The purpose of this document is to provide direction and assistance to all company personnel
involved in the handling, offering for transport and transporting of dangerous goods by air.

9.1.1 AUTHORISATION DANGEROUS GOODS ACCEPTANCE

All Martinair stations can request to be considered for acceptance of dangerous goods with
the Amsterdam Dangerous goods department (see 9.2.1 for contact info). The conditions will
be discussed separately with the applicant.

9.2 OPERATOR RESPONSIBILITIES

9.2.1 PROHIBITED DANGEROUS GOODS OPERATIONS, CARGO EMBARGOES AND VARIATIONS

Certain dangerous goods items need a subject of approval by the Dangerous Goods
Department at Schiphol, these items are stated in the Cargo Handling Manual.

Amsterdam, SPLKIMP, E-mail: spl.groundops.dg@nl.martinair.com, fax: +31 20 6011458.

9.2.2 DISPLAY OF DANGEROUS GOODS NOTICES

Notices giving information about the transportation of dangerous goods shall be prominently
displayed in sufficient numbers and as a minimum in the following areas as applicable:

(a) Passenger baggage check-in and ticket issuance areas;

(b) Passenger screening areas;
(c) Baggage claim areas; and
(d) Cargo acceptance areas.

9.2.3 COMPANY DANGEROUS GOODS CONSIGNMENTS

The preparation, offering for transport, transporting and receiving of a dangerous goods
consignment must comply with the applicable regulations for the transportation of Dangerous
Goods.

9.3 HANDLING PROCEDURES

9.3.1 ACCEPTANCE PROCEDURES

Acceptance of dangerous goods shall be performed at the first aerodrome where the cargo will
be loaded on to a Martinair aeroplane. For good order sake this is not applicable for cargo
truck movement under Martinair flight number.
All dangerous goods consignments and accompanying documentation offered for transport
must be checked for compliance with the applicable requirements for the transportation of
Dangerous Goods.
When a dangerous goods consignment does not meet the requirements, it shall be refused for
transport. The reason of refusal shall be given to the shipper or his agent.

When it is suspicious that the contents of a consignment may contain dangerous goods, cargo
acceptance employees shall seek confirmation from the shipper that the consignment does
not contain dangerous goods.

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9.3.2 STORAGE WITHIN THE FACILITY

While on company property, all dangerous goods consignments are to be stored in a manner
that prevents leakage or spillage, and interaction between dangerous goods and conforms to
the requirements of the various laws regarding health and safety. Where practicable,
dangerous goods consignments will be positioned so that all dangerous goods safety labels
are visible;

(a) Where practicable, the person in charge of each warehouse or cargo facility shall ensure
dangerous goods in transit are stored separately in an accessible and prominently signed
area. Compliance with all airport and local fire regulations is mandatory.

9.3.3 CONTRACTED SERVICES

(Name of third party) is contracted for the (State the type of service, such as: shipping,
acceptance, loading and unloading of Dangerous Goods) at (State the location where
the service is being performed) and shall comply with all regulatory requirements for
handling, offering for transport or transporting dangerous goods and the applicable procedures
set out in this manual.

For detailed information on whether stations are allowed to ACCEPT dangerous goods,
contact the Martinair Inspectors Dangerous Goods in Amsterdam.

9.4 REPORTING

9.4.1 NOTIFICATION TO COMMANDER (NOTOC)

Martinair must provide the commander of the flight as soon as practicable, prior to departure
of the aircraft, with accurate and legible written information concerning dangerous goods
indicating at least the following details:

The latest issued NOTOC document must be used as the NOTOC form. As applicable the
NOTOC will be made by use of the DGM-NOTOC software program. In which case the IMP-
code will be added on the NOTOC as well.

The NOTOC shall be written in the English language.

The NOTOC shall include confirmation that there is no evidence that any damaged or leaking
packages have been loaded on the aeroplane. For which purpose the supervisor in charge of
the loading shall sign the mass and balance documents.

When no dangerous goods are loaded, a NOTOC will be issued stating "Nil Dangerous
Goods". A NOTOC shall also be issued when perishables live animals and/or other cargo,
needing special attention, is loaded.

9.4.2 REPORTING UNDECLARED OR MISDECLARED DANGEROUS GOODS

When undeclared or wrong-declared dangerous goods are discovered in cargo, a Ground
Safety Report (see GOM A11) shall be made immediately and forwarded to the Manager
Dangerous Goods Handling.

9.4.3 REPORTING DANGEROUS GOODS IN PASSENGER BAGGAGE

When dangerous goods not permitted for carriage by passenger and crew are discovered, a
Ground Safety Report (see GOM A11) shall be made and forwarded to the Manager
Dangerous Goods Handling.

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9.4.4 LOST, STOLEN OR MISPLACED DANGEROUS GOODS

When any part of a dangerous goods consignment containing an explosive, infectious
substance is discovered as being lost, stolen or misplaced, it shall be immediately reported by
means of Ground Safety Report (see GOM A11) and forwarded to the Manager Dangerous
Goods Handling.
9.4.5 REPORTING DANGEROUS OCCURRENCES

9.4.6 INCIDENT/ACCIDENT REPORT

In the event an incident or accident occurs the Ground Safety Report procedure shall be
initiated immediately. See GOM A11.

9.5 EMERGENCY PROCEDURES

9.5.1 MANAGER DANGEROUS GOODS HANDLING

The Manager Dangerous Goods Handling will develop, maintain and promulgate appropriate
procedures to follow during an emergency involving Dangerous Goods. The Manager
Dangerous Goods Handling will be the contact in person for information on the
decontamination and disposal of damaged or leaking packages containing dangerous goods.

9.5.2 EMERGENCY PROCEDURES FOR GROUND HANDLING AND CARGO ACCEPTANCE STAFF
Emergency procedures for Passenger and Baggage Handling, Company Stores, Commissary,
Warehouse, Ramp and Cargo Acceptance Staff can be found in the current 2000 Emergency
Response Guidebook and for Amsterdam only the “Alarmgids Ongevalsbestrijding Gevaarlijke
Stoffen”

9.6 TRAINING
In order to ensure a save and controllable training record, the handler shall ensure to forward
the training form listed in section D of the GOM to the DG manager at Schiphol.

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10 SECURITY

10.1 INTERNATIONAL OBLIGATIONS AND ORGANIZATIONS

10.2 THE STRUCTURE AND ROLES OF ICAO AND ECAC

10.2.1 INTERNATIONAL CIVIL AVIATION ORGANIZATION (ICAO)

The Chicago Convention has, through the Assembly and Council of ICAO, legitimately, and
according to customary international law, created a regulatory framework through its Annexes,
to legally implement its policies. In support of this statement, Article 54(I) of the Convention
makes provision for the publication of various annexes of standards and recommended
practices that give rise to Annex 17.

Article 54. (I) The Council shall adopt, in accordance with the provision of Chapter VI of the
Convention, international standards and recommended practices; for convenience, designate
them as Annexes to the Convention and notify all contracting States of the action taken.

On March 22nd 1974, Annex 17 to the Convention was adopted by the Security Council
setting out standards and recommended practices to be ratified into law by member States.

The five ICAO international legal instruments concerning the security of civil aviation are:

• The Tokyo Convention of 1963 assigning legal rights of a State to apprehend, detain and
punish offenders who commit crime in flight. It also justifies the actions of a commander
to suppress the actions of passengers committing penal offences or actions that may
jeopardize order and discipline on board.

• The Hague Convention of 1970 created uniformed legislation to suppress instances of

unlawful interference and prosecution of persons involved in the unlawful seizure of
international commercial flights.

• The Montreal Convention of 1971 created uniformed legislation to suppress instances of

bombing and the threatened bombing of commercial aircraft.

• The Montreal Protocol of 1988 created uniformed legislation in the suppression of

terrorist attacks on people at airports.

• The Convention on the Marking of Explosives of 1991 is aimed at contributing to the

prevention of unlawful acts involving the use of plastic explosives.

10.2.2 EUROPEAN CIVIL AVIATION CONFERENCE (ECAC)

Founded in 1955 as an intergovernmental organization, ECAC's objective is to promote the
continued development of a safe, efficient and sustainable European air transport system.
In so doing, ECAC seeks to:
• harmonize civil aviation policies and practices amongst its Member States;
• promote understanding on policy matters between its Member States and other parts of
the world.

The adoption of EU legislation in the field of civil aviation security is essentially based on
ECAC's security policy document ECAC DOC 30.
In the European Union States the security measures have the force of law. The 11th edition of
Doc 30, Part II, was formally adopted by the 27th Plenary Session (ECAC/27, 8-9 July 2003)
and the document is fully consistent with EU requirements and the tenth amendment of
ICAO's Annex 17.

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10.3 ORGANIZATION AND RESPONSIBILITIES

10.3.1 MARTINAIR SECURITY ORGANIZATION

The Chief Operations Officer/Accountable Manager has delegated the responsibility for the
design of operational security policy, design of operational security procedures, the
maintaining of an adequate level of security quality and insurance of compliance with all
applicable legislation and regulations to the Director Corporate Security (DCS).

The Director Corporate Security reports directly to the Sr. VP Ground Operations.

10.3.2 AMSTERDAM
Line Managers of the operational departments are responsible for communicating and/or
implementing security regulations and procedures to their staff as instructed by or in concert
with Martinair Corporate Security. They shall verify compliance with security regulations and
policies.

10.3.3 OUTSTATIONS
Line Managers of the operational departments are responsible for communicating and/or
implementing security regulations and procedures to their staff as instructed by or in concert
with Martinair Corporate Security. They shall verify compliance with security regulations and
policies.

10.3.3.1 REGIONAL OFFICES

The Regional Managers are responsible for communicating and/or implementing security
regulations and procedures to the Station Managers or Station Representatives at the stations
within their assigned region as instructed by or in concert with Martinair Corporate Security.
The regional Manager is responsible for conducting Security Station Surveys on a regular
basis in order to verify that the station is compliant with security regulations and policies.
Intervals shall be determined in concert with Corporate Security.
The Regional Manager shall keep a close liaison with the relevant national authorities such as
Civil Aviation Authorities, Customs, and Immigrations etc in order to ascertain that current
procedures are meeting at least national aviation laws and regulations. He shall also maintain
adequate knowledge of the local security situation with respect to all aspects that could pose a
threat to Martinair flights, aircraft, crew or other interests.
10.3.3.2 AIRPORT STATION MANAGERS OR STATION SUPERVISORS
The Airport Station Manager or Supervisors is responsible for implementing security
regulations and procedures at the station. He shall assure that all staff is adequately informed
and/or security trained and that the latest and most current procedures are adhered to.
Each Station Manager or Supervisors shall be familiar with the National and Airport security
plans and keep a close liaison with local authorities such as Local representatives of Civil
Aviation, Customs, Immigrations etc.
Station Managers or Supervisors should report any development or deficiency to the Regional
Manager and where possible suggest measures that could be adapted to improve security in
general or at the station.
10.3.3.3 OTHER STAFF
All applicable staff shall comply with the rules and procedures as set out in this manual. The
procedures described in the CSP are applicable to each flight.

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10.3.4 INCIDENT REPORTING

All staff shall immediately report any irregularity to the Line Manager (Amsterdam) Martinair
Station Manager or Representative (Outstations)

When required the Line Manager, Station Manager or Representative shall notify the proper
authorities such as Customs, Airport Police, Airport Security, Immigrations Service and Air
Traffic Control as applicable.

The Line Manager, Martinair Station Manager or Representative shall report all incidents or
non-compliances.

Incident or
Non Compliance

Legend
Report to
Manager
Process Decision

Document Termination

Serious NO End of Action

(Report to
Authorities)

Report to
Corporate Security

24 HOUR EMERGENCY CONTACT

OPERATIONS CONTROL CENTER (OCC)

PHONE +31 20 601 1180 or +31 20 601 1175

FAX +31 20 601 1184

SITA SPLOOMP SPLOZMP

EMAIL SPL.OCC.DUTY@MARTINAIR.COM

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10.3.5 OPERATIONAL CONTROL

10.3.5.1 GENERAL
Operational Control means the exercise of authority over the initiation, continuation, diversion
or termination of a flight in the interest of the safety of the aircraft and the regularity and
efficiency of the flight (refer OM A 2.4.0)

10.3.5.2 OPERATIONAL CONTROL IN CASE OF NON-ROUTINE ACTIVITIES

(a) When notified of a condition as per OM-A 2.4.2(c) or 2.4.3(b), OC will initiate actions
aimed at providing the commander a recommendation as to the best course of action to
take. In situations not clearly covered by the manual system, or in cases where the
manual system is considered ambiguous, OCC should seek advice. For that purpose,
and dependent on the subject, the conditions and the possible impact on safety, but
irrespective of the time of day OCC should contact:
(1) The appropriate member(s) of operations management personnel as listed in
OM-A 1.3;
(2) The appropriate Nominated Postholder (OM-A 1.2 refers);
(3) Department manager from other departments that may be involved.

(b) When preparing a recommendation to the commander as to the initiation, continuation,

diversion or termination of a flight, the personnel listed above, should apply the following
order or priority:
(1) Safety of the aircraft and its occupants;
(2) Compliance with the regulatory standards;
(3) Compliance with the instructions and procedures of the Operations Manual and
other manuals including, but not limited to the Security Procedures Manual;
(4) Passenger's well-being;
(5) Commercial implications and other effects on regularity and efficiency of the flight
concerned or other Martinair flights.

The recommendation will typically be communicated to the commander by a representative of

OCC or Flight Operations or Cabin Operations.

10.3.5.3 POWERS OF AUTHORITY OF THE COMMANDER

The commander may exercise powers of authority given to him pursuant to:
• Air law of the Netherlands, in particular the Regeling Toezicht Luchtvaart;
• International air law, in particular the Tokyo Convention;
• The Wetboek van Strafrecht and Wetboek van Strafvordering (Penal code of the
Netherlands)

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10.3.5.4 APPLICABILITY OF CODES

(a) Regeling Toezicht Luchtvaart
The Regeling Toezicht Luchtvaart applies to all Martinair aircraft irrespective of their
location.

(b) Tokyo Convention

In accordance with the Tokyo Convention, the Netherlands is the competent state to
exercise jurisdiction over offences committed on board Martinair aircraft when in flight. In
flight, for this purpose, is defined as the moment when power is applied for the purpose of
take-off until the moment when the landing run ends. Another state may not interfere with
an aircraft in flight in order to exercise its criminal jurisdiction over an offence committed
on board except in the following cases:
• The offence has effect on the territory of such State;
• The offence has been committed by or against a national or permanent resident of
such State;
• The offence is against the security of such State;
• The offence consists of a breach of any rules or regulations relating to the flight or
manoeuvre of aircraft in force in such State;
• The exercise of jurisdiction is necessary to ensure the observation of any obligation of
such State under a multilateral international agreement.

(c) Legislation of the Netherlands

The Penal Code of the Netherlands applies to all Martinair aircraft or aircraft leased to
Martinair and operated by Martinair flight crew from the moment that following
embarkation, all external doors are closed until the moment a door is opened for
disembarkation.

10.3.5.5 POWERS PURSUANT TO THE REGELING TOEZICHT LUCHTVAART

The commander has the power to;
(a) Give any lawful command to any person on board that he deems necessary for the
purpose of securing the safety of the aircraft and of persons or property carried therein or
to maintain good order and discipline on board. Disobeyance of such lawful command is
an offence.
(b) To disembark any person, baggage or any part of the cargo, which, in his opinion, may
represent a potential hazard to the safety of the aircraft or its occupants.

10.3.5.6 POWERS PURSUANT TO THE TOKYO CONVENTION

Pursuant to the Tokyo Convention, if it is believed that an offence or other act which may
jeopardize the safety of the aircraft, or persons or property therein has been committed or is
about to be committed on board, the commander may impose reasonable measures, to:
(a) Protect the safety of the aircraft, persons or property therein;
(b) Maintain good order and discipline on board

10.3.5.7 POWERS PURSUANT TO THE WETBOEK VAN STRAFRECHT OF THE NETHERLANDS

(a) Pursuant to the Wetboek van Strafrecht of the Netherlands, the powers of authority
pursuant to the Tokyo Convention also apply to an aircraft when on the ground and with
the external doors closed.
(b) The commander has the power to ask an offender for his name, nationality, date and
place of birth and home address.
(c) In case an offender who is being restrained resists or threatens the commander or any
other assisting person in restraining him, that resistance will be considered to be a
criminal offence under the Penal Code of the Netherlands.

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10.3.6 TRAINING

10.3.6.1 SCREENING PERSONNEL

PASSENGER SCREENING

The responsibility for the security screening of passengers, their accessible items and
baggage rests with the appropriate government or airport authority and in the case of airports
outside the Netherlands; it is usually the responsibility of the Host State.

The security training of passenger screening personnel should at least include the following
subjects:

• The requirements of ICAO Annex 17

• An introduction to terrorism
• Terrorism in the civil aviation environment
• Screening by metal detector or other equipment of passengers and staff
• Screening by X-ray or other equipment of baggage
• Searching people by hand
• Searching bags by hand
• Recognition of firearms, explosives and incendiary devices
• Knowledge of fraud travel documents

Note 1: If the Host State requires the airline to arrange the screening of the airline's
passengers and their baggage, then the screening personnel assigned to conduct this duty
should receive initial, refresher and on-the-job training, by their respective organisation.

CARGO SCREENING

The responsibility for the security screening of cargo is usually delegated to the airline and/or
warehouse operator.

The security training of cargo screening personnel should at least include the following
subjects:

• The requirements of ICAO Annex 17

• An introduction to terrorism
• Terrorism in the civil aviation environment
• Screening by metal detector X-ray or other equipment of cargo
• Screening cargo by hand
• Recognition of firearms, explosives and incendiary devices

10.3.6.2 CREW MEMBERS

Crewmembers shall receive initial and recurrent training according to:

• ICAO standard training programs (ASTP 123)

• EU Regulation 2320/2002, Gedragslijn met betrekking tot de eisen aan inflight security
training for Dutch Airlines (Commercial Aircraft JAR-OPS1)

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10.3.6.3 GROUND STAFF

For AMS, selected ground staff shall receive specialised security awareness training
according to EU regulation 2320/2002, to enable them to be aware of the strengths and
weaknesses of the security at an airport and how it can affect the security.

For stations outside AMS, selected ground staff shall receive specialised security awareness
training according to Martinair and local government regulations to enable them to be aware of
the strengths and weaknesses of the security at an airport and how it can affect the security.

The Station Manager or Representative is responsible for keeping under review and on file
that all applicable staff has been suitably trained.

10.3.6.4 CONTRACTED SERVICE SUPPLIERS

Third party services are contracted using the IATA Standard Ground Handling Agreement. For
the purpose of this chapter, article 5.4 of the Main Agreement is applicable;

“The Handling Company agrees to ensure that authorizations of specialized personnel

performing services for the Carrier are kept up-to-date. If at any time the Handling Company is
unable to provide authorized personnel as requested by the Carrier, the handling Company
shall inform the Carrier immediately.”

In the case of Contracted Security Services, the contracted Security Company shall submit its
security training program to MP Corporate Security for approval.

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10.3.7 QUALITY SYSTEM

10.3.7.1 GENERAL
Martinair commits itself to continuously conduct its activities with respect to its Operations in a
manner consistent with the security related standards as defined in various national and
international legislation.
In executing its security policy Martinair has developed a quality system which shall ensure
compliance with the contents of this manual and all pertinent regulations, procedures and
policies.

10.3.7.2 STATION SECURITY SURVEY

Station Security Surveys shall be conducted by the Regional Manager or the Director
Corporate Security on a regular basis. Intervals shall be determined by the DCS in concert
with the Regional Manager. Normally a station shall be visited every 12 months, intervals may
however vary or change subject to findings or changes in standards, regulations, or change of
contracted security companies.

10.3.7.3 SECURITY SURVEY PROCEDURE

The following survey procedure is applicable:

• Each initial survey shall be announced to the Station Manager or Representative at least
one week prior to the survey date. After an initial survey, surveys may be executed
announced or unannounced, such at the discretion of the Regional Manager or the DCS.
• The Station manager or Representative shall make the necessary appointments with
relevant parties at the station
• Each survey is documented by the surveyor, using the Security Survey Checklist (see
appendix H)
• Before issuing the final report, a draft will be made available to the Station Manager for
comments.

Deviations found shall be included in the draft and final report and are divided as follows:

CORRECTIVE ACTION TO
FINDING SHORT DESCRIPTION
BE TAKEN WITHIN
Deviation with a high security risk
or serious non compliance with
Deviation Level 1 Immediate
procedures, policy or legislative
regulations posing immediate risk
Deviation with a low security risk or
As indicated by the
Deviation Level 2 non compliance posing no
surveyor
immediate risk
No deviation or non compliance but
Recommendation actions to enhance specific security N/A
related aspects or general security

Subject to the survey are (but not limited to):

• The Station Manager or Representative

• Passenger, baggage, ramp, aircraft and cargo handling employees
• Contracted security providers
• Check in, screening and boarding process
• Cargo handling facilities
• Catering facilities
• Airport, aviation and other authorities
• Security training

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10.3.8 STATION SECURITY ASSESSMENT

10.3.8.1 GENERAL
The Station Security Assessment Procedure is developed to assure that existing and intended
operations over-flying specific territories and into specific areas, countries or airports meet an
adequate level of security and crew and staff safety.
Responsible for the assessment is Corporate Security or, when not available the applicable
Nominated Postholder.
All relevant personnel should report developments, which may have an adverse effect on
security or safety in this respect to their department head or (regional) manager and to
Corporate Security.

10.3.8.2 APPLICABILITY
The assessment will be applied to:
• New destinations
• Existing destinations which have (temporarily) been suspended for security and/or safety
reasons
• Existing destinations throughout the system
• Over-flights

In case when:
• The local, national or international political situation (e.g. war, terrorism, civil war, rebel
activity, military coups etc) is reason for concern
• It is the intention to restart suspended operations

10.3.8.3 PROCEDURE
(a) Corporate Security will gather all relevant information and data from the following
sources:
• The Dutch Ministry of Foreign Affairs
• The Insurers
• The applicable Martinair Regional Office
• Other airlines that (have) operate(d) into that destination
• Any other relevant (to the region) foreign Ministry of Foreign Affairs
• Airport authorities
• Handling agents
• Relevant news sources

(b) The assessment shall include:

• Safety during over-flight
• Activity at or surrounding the airport
• Crew safety during layover (included forced layovers for reasons beyond control e.g.
AOG) including ground transportation and hotel vicinity
• Aircraft security during approach, ground stop and departure

(c) Corporate Security will, based upon the gathered information issue an advise for
comment to the following parties:
• Sr. VP. Ground Operations
• Sr. VP. Flight Operations
• Sr. VP. Maintenance & Engineering
• Sr. VP. Cabin Operations

(d) If no objections have been submitted and after comments have been processed and
included, the advice shall be considered as binding and disseminated to the parties
concerned.

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11 HANDLING NOTIFICATIONS AND OCCURRENCE REPORTING

11.1 TERMINOLOGY
(a) Accident
An aeroplane accident is an incident associated with the operation of an aeroplane which
takes place between the time any person boards the aeroplane with the intention of flight
until such time as all such persons have disembarked, in which:
(1) A person is fatally or seriously injured as a result of:
(i) Being in the aeroplane;
(ii) Direct contact with any part of the aeroplane, including parts which have
become detached from the aeroplane; or
(iii) Direct exposure to jet blast;
(iv) except when the injuries are from natural causes, self-inflicted or inflicted by
other persons, or when the injuries are to stowaways hiding outside the
areas normally available to passengers and crew. For statistical uniformity
only, an injury resulting in death within thirty days of the date of the accident
is classified as a fatal injury.
(2) The aeroplane sustains damage or structural failure which:
(i) Adversely affects the structural strength, performance or flight characteristics
of the aeroplane; and
(ii) Would normally require major repair or replacement of the affected
component; except for engine failure or damage, when the damage is limited
to the engine, its cowlings or accessories; or for damage limited to
propellers, wing tips, antennas, tires, brakes, fairing small dents or puncture
holes in the aeroplane skin.
(3) The aeroplane is missing or is completely inaccessible. An aeroplane is considered
to be missing when the official search has been terminated and the wreckage has
not been located.
(b) Non-Safety Incident
[reserved]
(c) Safety Incident
An operational interruption, defect, fault or other irregular circumstance that has or may
have influenced flight safety and that has not resulted in an accident or serious incident.
(d) Safety Report
An Air Safety Report (ASR) or Cabin Safety/Medical Report (CS/MR) filed by a Martinair
employee.
(e) Serious Injury
A serious injury means an injury which is sustained by a person in an accident and which:
(1) Requires hospitalization for more than 48 hours, commencing within seven days
from the date the injury was received;
(2) Results in a fracture of any bone (except simple fractures of fingers, toes, or nose);
(3) Involves lacerations which cause severe haemorrhage, nerve, muscle or tendon
damage;
(4) Involves injury to any internal organ;
(5) Involves second or third degree burns, or any burns affecting more than five
percent of the body surface; or
(6) Involves verified exposure to infectious substances or injurious radiation.
(f) Serious Incident
An incident involving circumstances indicating that an accident nearly occurred. The
difference between an accident and a serious incident lies only in the result.

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11.1.1 PURPOSE OF INCIDENT REPORTING

The overall purpose of incident reporting is to prevent, where possible, the recurrence of a
similar event or an accident taking place. Incident reporting constitutes to the sharing of
professional experiences and thereby alerting staff to potential hazardous situations. This is
central to the execution of Martinair’s Operations Reporting Programme (ORP) of which
Ground Safety Reporting is part of. The ORP is one of the Quality System elements, see
GOM 03

11.1.2 RESPONSIBILITIES
Certain persons have reporting responsibilities, ref. GOM-11.1.3, to report events affecting, or
potentially affecting, safety should be filed. Martinair has chosen to use Ground Safety
Reports (GSR) for incident reporting by ground staff, Air Safety Reports (ASR) for incident
reporting by flight crew members, Cabin Safety Reports (CSR) for incident reporting by cabin
crew members and Maintenance Event Reports (MER) for incident reporting by maintenance
staff.

The occurrence criteria and reporting procedures set out certain specific details, but any
person may file a Ground Safety Report for any safety related event. The procedures
intentionally allow for more than one person to file a Ground Safety Report for each incident.
The perspective of all involved is important for a full understanding of the event.

11.1.3 CRITERIA

11.1.3.1 CRITERIA FOR INCIDENTS REQUIRED BY ORP

Any situation where the reporter believes that safety was, or may have been, compromised,
lead to a Ground Safety Report being filed. Refer to GHM 09 (GSR)

Incidents other than those related to safety should be made on a Station Remark Form, not a
GSR form.

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11.1.4 REPORTING

11.1.4.1 GENERAL

The Ground Safety Report shall be:

- Preferably written in English;
- Clearly legible;
- Dealing preferably with one subject; and
- Clear and to the point, without omitting vital details.

Dispatch of a message by any other means than the use of the GSR, does not change the
requirement to comply with the specified reporting procedure. In the event that a GSR is not,
or cannot be, used, a report on plain paper may be filed, on the understanding that a GSR
may be requested later.

11.1.4.2 REPORTING
Reports shall be transmitted to QSA within 24 hours of the incident occurring in order to satisfy
the requirement on the operator that any report required to be sent to the Authority should be
despatched within 72 hours of that event. In addition, a Ground Safety Report relating to
Dangerous Goods shall be simultaneously transmitted to DG Handling at AMS at the same
time as the form is sent to QSA. See Ground Safety Report, box 11, for routing details.

If appropriate, the Ground Safety Report should record which other authorities have been
advised (e.g. ATC, aerodrome authority, police etc.).
11.1.4.3 PROCESSING
QSA on behalf of all reporters will process Ground Safety Reports. Each Ground Safety
Report will be assessed against the reporting criteria provided by the relevant authorities.
Certain Ground Safety Reports may be classified as "non-reportable" and will not be
processed further. Ground Safety Reports that require a corrective action will be automatically
forwarded to the responsible departments within Martinair or to external parties. Procedures
exist to limit the circulation of the original Ground Safety Report form to a minimum.

11.1.5 OPERATIONS INCIDENT INVESTIGATIONS

[Reserved]

11.1.6 GROUND SAFETY REPORT

The Station Managers / Supervisor shall report all Ground Safety incidents without fail
immediately to Amsterdam. The GHM section 09 provides the GSR form and explanation on
this subject.

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Ground Operations Manual Ground Safety Reporting

12 COMMUNICATION
Communications or the exchange of messages is essential in the airline industry.
Communication systems play a vital role in achieving a safe and efficient flight operation. For
this purpose various communication systems are in use. To each system belongs a set of
rules, which must be adhered in order to achieve the required result. In this sub part the
communication tools in use by the Ground Handling Operation will be discussed.

12.1 INTRODUCTION
The following Tele Communications are available for the Martinair operation.

SITA (Société Internationale des Télécommunications Aéronautiques)

is used worldwide for Teletype communication and Departure Control Systems. SITA is
controlled by a number of airlines.

AMADEUS (Computer Reservation System or Global Distribution Systems)

Reservation system used by Martinair.

CORDA (Computerized Reservation System Royal Dutch Airlines) is the back-up of

reservation system used by Martinair and controlled by KLM.
This system is able to send and receive telecommunication messages.

CODECO (Computerized Departure Control System) is the check-in system used by Martinair
and controlled by KLM.
This system is able to sends telecommunication messages via CORDA.

FOS (Flight Operational Suit) is the internet based system used by Martinair for Flight Crew
briefing and documents. (Including flight plan, ATC plan and Meteorological information).

Other means of communication commonly used are Telephone, Facsimile (FAX) E-mail.

12.1.1 SCHIPHOL HANDLING

Since many of the flight operational messages at Schiphol is handled by means of the KLM
Firda system, standard handling messages shall be transmitted via SITA.
Due to the distances at Schiphol and the various connected airlines and handling companies,
all messages transmitted in the correct format will be available at all the gates and connected
offices.
Hence the importance of the proper format and address is of the utmost importance.

0o0

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Ground Operations Manual Reporting times

B Crew Reporting Time

B.1 Reporting-On Times

The Station Managers / Supervisors are jointly responsible for the on time reporting of the
crew. Crew wake-up calls and transport shall be coordinated in accordance with the estimated
arrival times of the aeroplane from the previous stretch

B.1.1 Flight Crew

For reporting-on times for flight crew the Collectieve Arbeidsovereenkomst (CAO) for flight
crew shall be used.
B.1.2 Cabin crew
(a) Reporting-on times for flight duty from Amsterdam:
(1) 2:00 hours for MD-11 flights to stations outside Europe;
(2) 1:45 hours for MD-11 flights within Europe and 767 to stations outside Europe;
(3) 1:30 hours for 767 flights within Europe; and
(4) 1: 20 hours for A320 flights within Europe.

(b) Reporting-on times for flight duty from line stations:

(1) 1:30 hours where required due to local circumstances.
For applicability per station refer to Vademecum chapter 3.;
(2) 1:15 hours for flights from other stations; and
(3) 1:00 hours in special circumstances.
(c) Reporting-on times for positioning duty:
(1) 1:30 hours for intercontinental flights;
(2) 1:30 hours for continental flights on non Martinair flights; and
(3) 1:00 hour for continental flights on Martinair flights.

B.1.3 On board times

(a) Except where circumstances dictate otherwise, each crew member
should be on board the aeroplane for which he is assigned as an operating crew
member a minimum period of time before the planned departure time of the flight as
per the table below.
(b) Standard passenger boarding/on board times are as per the table below

Flight Crew Cabin Crew Passengers

On board times
members members
[hh:mm]
All Other A320 767 A320 767
Within
European 0:30 0:35 0:45 0:25 0:30
region
Intercontinental 0:30 - 0:50 - -

B.1.4 Crew wake-up and reporting times

The Station Manager or representative is responsible to adjust the crew wake-up and
transport times in accordance with the arrival times of the incoming flight.
If the situation does so require the crew hotel shall be informed of the delay and the revised
calling time.

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Ground Operations Manual Flight Operational Suite

B.2 Flight Planning

Briefing package
The Martinair crew shall be provided with information from the "briefing package" prepared by
the Operational Control Centre (OCC) which contains among others the flight plan and
meteorological data required for the crew briefing.
For optimum use make sure the estimate on load of the flight is reported to the OCC minimal 3
hours prior to the arrival of the flight. This to determine the estimated mass of the aeroplane.
Use email address spl.vdt.fos.fod@nl.martinair.com.

This briefing package can be retrieved from the Internet. "http//handling.martinair.com"

The stations that required providing the crew with such a briefing package will be provided by
the OCC with a User ID and password to access the Internet application.

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Ground Operations Manual STATION LIBRARY

C STATION LIBRARY

C.1 General
In order to handle a Martinair flight correctly, following manuals and documents should be
present at applicable Passenger-handling, Loadcontrol, Ramp-handling departments
instructions and/or accepting Cargo.

C.1.1 Manuals
GOM: Ground Operations Manual, Policies, Competencies and Responsibilities. This manual
shall be present at all regular stations, handling Martinair flights both Cargo and or Passenger.
On stations were only fuelling handling is performed are exempted.

GHM: Ground Handling Manual, provides references to Martinair specific ground handling
requirements. This manual shall be present at all regular stations, handling Martinair
Passenger flights. On stations were only fuelling handling is performed are exempted.

MSP: Martinair Security Program: Will be available for a select Martinair group.

TIM: Travel Information Manual. (Passenger stations) Manual providing rules and regulations
on travel documents, visa’s and health requirements.
This manual will be made available for all international MP stations.

For Stations Qualified and Trained for Acceptance of Dangerous goods / Restricted cargo,
following manuals also apply. Transport of Dangerous Goods always requires approval from
the inspector Transport of Dangerous Goods:

DGR: Dangerous Goods Regulations for acceptance / handling / loading of dangerous goods
in Cargo and or Baggage, an IATA manual providing rules and regulations on transport of
dangerous goods by air, packing requirements, documentation requirements. This manual
shall be present at the cargo acceptance department of the station.

LAR: Live Animals Regulations. IATA manual providing rules and regulations on transport of
live animals. All live animal cargo shipments require approval from HDQ Cargo department.

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Ground Operations Manual STATION LIBRARY

C.1.2 Handling Forms

Load Instruction Report
Aeroplane Issued by
A320 FOE
B767 FOE
All electronically EDP

Load sheet
Aeroplane Issued by
All electronically EDP
Note : The ground organisation is not authorised to prepare a manual loadsheet.

Passenger Information List

Aeroplane Issued by
All manual KKMP
All electronically EDP

Notification To Commander of Special Loads (NOTOC)

Aeroplane Issued by
All KIMP

Warehouse receipt Cargo.

Stations Issued by
Perishable Shipments AHMP

Flight Interruption Manifest (FIM):

Issued by
A4 format PHMP
Ticket format PHMP

Last Minute Change (LMC):

Issued by
Passenger LMC PHMP

General Declaration (GENDEC)

Stations Issued by
All concerned BS

Property Irregularity Report (PIR)

Stations Issued by
All concerned LLMP

Ground Incident/Accident report

Stations Issued by
All concerned QSA

Unruly passenger report

Stations Issued by
All concerned QSA

Flight Handling Report

Stations Issued by
All concerned PLMP

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Ground Operations Manual General Declaration

C.1.3 Definition
The General Declaration is an ICAO-document used in international aviation to obtain inward
and outward clearance of aircraft, its crew and/or passengers, at international airports, either
by Customs, Public Health or Immigration Authorities.

It is considered a point-to-point document. However, the portion ‘Declaration of Health’ is

normally valid until the flight number or the aircraft registration changes.

C.1.3.1.2 Survey Of Requirements Per Country

Refer to ICAO - Facilitation - Annex 9

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Ground Operations Manual General Declaration

INTENTIONALLY LEFT BLANK

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Ground Operations Manual Training

D TRAINING

D.1 General
This subsection of the GOM contains the required level of knowledge for staff engaged in the
ground handling process of a Martinair flight.
The knowledge is required both by law (JAR-OPS or local Civil Aviation regulations) and by
Martinair Quality Assurance, in order to safeguard the aircraft, its occupants and the handling
staff.

D.1.1 Passenger Handling Training and Qualifications

Passage Handling Passage Handling
IATA regulations and Instructions
Staff Supervisor
Dangerous Goods Regulations Manual with
9 9
respect to Passenger baggage.
AHM 190 Passenger and Baggage Handling
procedures, Responsibilities, Training and 9
Qualifications.
PSCR 700 Acceptance and Carriage of
9 9
Incapacitated Passengers
PSCR 701 Inadmissible Passengers and
9
Deportees
PSCR 708 Use of Standard Operational
9
Messages
PSCR 720A Passengers Ticket and Baggage
9 9
Check
PSCR 735E Procedure for Involuntary Change
9
of Routing
PSCR 739 Baggage Security Control 9 9
PSCR 742A Excess Baggage Ticket 9 9
PSCR 746 Pooling of Baggage 9 9
PSCR 780 Interline Baggage Acceptance 9 9
PSCR 1700 Acceptance and Carriage of
9 9
Incapacitated Passengers
PSCR 1708 Passenger Name List Message 9
PSCR 1709 Request List Message 9
PSCR 1712 Seats Occupied Message 9
PSCR 1714 Industry Discount Message 9
PSCR 1715 Passenger Service Message 9
PSCR 1716 Passenger Information List 9 9
PSCR 1717 Teletype Passenger Manifest 9
PSCR 1718 Passenger Transfer Message 9 9
PSCR 1719 Passenger Final Sales 9
PSCR 1739 Passenger/Baggage Reconciliation
9 9
Procedures
PSCR 1749 Carriage of Carry-On Baggage 9 9
PSCR 1750 Handling of Security Removed
9 9
Items
PSCR 1798 Carriage of Passengers with
9 9
Infectious Diseases
PSCR 1798 Handling Disruptive/Unruly
9 9
Passengers
PSCR 1799 Denied Boarding Compensation 9 9

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Ground Operations Manual Training

D.1.1.1 Training Programme

Before the actual training starts an employee will receive a training package for self-study. It
will contain various parts of the GOM (and PH training material). The actual training will start
with a test to ensure an Acceptable Quality Level (AQL).

Subject Contents Hours Agent Supervisor

arrival Service (general) 2 9 9
Service (messages: PSM) - - 9
Transit (basis, TWOV) 1 9 9
Transit (messages: PTM, SOM) - - 9
Baggage (handling, PIR) 4 9 9
Baggage (claims) 2 - 9
Baggage (tracing*) 8 - 9
Irregularities (basic) 1 9 9
Irregularities (INAD, deportee, re-bookings) - - 9
check-in Psgr screening / profiling (F.A.A.) 1 9 9
Documents (general, NL, Schengen) 3 9 9
Documents (TIM, TWOV) 1 - 9
Tickets (general, reading) 1 9 9
Tickets (ticketing) 2 9 9
Baggage (piece & weight concept, exc.bagg.) 3 9 9
Baggage (dangerous goods**) - 9 9
Baggage (exc.bagg tkt, administration) 1 - 9
Handling manual (check-in) 8 9 9
Handling manual (edit, control, adm.) 12 - 9
Handling with Codeco (check-in) 40 9 9
Handling with Codeco (edit, control, adm.) 20 - 9
Handling with Corda (adm., ticketing) 16 - 9
Irregularities (delay, refuse psgrs, DBC) 1 - 9
gate Boarding (general, missing psgr) 1 9 9
Irregularities (positive bagg.rec., +/- LMC, delay) 3 9 9
test(s) Before and after the training 5 9 9
total Agent training with manual handling 35 (= 4 days)
training Agent training with Codeco handling 67 (= 8 days)
hours Supervisor training with manual handling 25 (= 3 days)
Supervisor training with Corda / manual handling 41 (= 5 days)
Supervisor training with Codeco handling 33 (= 4 days)
Supervisor training with Corda / Codeco handling 49 (= 6 days)

* If employee has no knowledge of ‘world tracer’ the training will be 40 hours.

** If employee is MP-staff the training will be 3 hours.
If employee is handling agent the agent is responsible for the training.

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Ground Operations Manual CONTENTS

D.1.2 Cargo handling training and qualifications

Martinair has contracted the cargo handling at most of the stations.

The qualifications and authorisation of the contracted staff is therefore guaranteed by the IATA
Standard Ground Handling Agreement.

The Cargo handling manager shall ensure that only qualified / licensed staff shall handle
Martinair cargo.

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Ground Operations Manual CONTENTS

D.1.3 Load control/Mass and balance training and qualifications

Martinair has contracted the Load control staff at most of the passenger stations.

The qualifications and authorisation of the contracted staff is therefore guaranteed by the IATA
Standard Ground Handling Agreement.

The Load control manager shall ensure that only qualified / licensed staff shall handle
Martinair cargo.

D.1.4 Ramp handling training and qualifications

Martinair has contracted the Ramp handling staff at most of the passenger stations.

The qualifications and authorisation of the contracted staff is therefore guaranteed by the IATA
Standard Ground Handling Agreement.

The Ramp handling manager shall ensure that only qualified / licensed staff shall handle
Martinair cargo.

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Ground Operations Manual CONTENTS

D.1.5 TRAINING SYLLABI DANGEROUS GOODS HANDLING PERSONNEL

D.1.5.1 Introduction
Station requirements for the handling of Dangerous Goods based on JAR-OPS 1 regulations.

Before a station is allowed to handle dangerous goods they shall ensure that the staff involved
in acceptance and handling dangerous goods has received training to carry out their duties.
Martinair divides ground staff in five categories:
• Staff who are engaged in the acceptance of dangerous goods (Cat 1)
• Supervisor ground handling (Cat 2)
• Staff engaged in ground handling (Cat 3)
• Flight crew (Cat 4). not enclosed in this manual.
• Staff engaged in Passenger handling and Security screening (Cat 5)

D.1.5.2 Training requirements

D.1.5.2.1 Transportation Of Dangerous Goods Regulations

"No person shall handle, offer for transport or transport dangerous goods, or direct another
person to handle, offer for transport or transport dangerous goods, unless the person who is
performing or who is directed to perform those activities:

(a) is a trained person; or

(b) is performing those activities under the direct supervision of a trained person".

D.1.5.2.2 Trained Person

For the purpose of handling, offering for transport and transporting dangerous goods, this
company defines ‘trained person’ as being trained as mentioned in the ICAO-TI, part ‘Training’
and in the JAR-OPS 1.1220 (c) and (f) if applicable. For the Netherlands, acceptance staff
shall have been trained as mentioned in the ‘Regeling Vervoer Gevaarlijke Stoffen door de
Lucht’.

D.1.5.2.3 Approved Training Programs

"All dangerous goods training programs shall be reviewed and approved by the Dutch Civil
Aviation Authority prior to training of company employees.”

D.1.5.2.4 Direct Supervision

For the purpose of handling, offering for transport and transporting dangerous goods, this
company defines 'direct supervision' as being within unobstructed eyesight and capable of an
oral communication between the two persons.

D.1.5.2.5 Certificate Of Training

(a) Each employee, that successfully completed the exam is a "trained person", shall be in
possession of the Certificate of Training for the applicable category, issued to him or her by
their employer. It shall be produced on the request of a Dangerous Goods Inspector, a
competent authority representative or a Martinair operations quality auditor;
(b) The Inspector Dangerous Goods shall ensure a copy of each certificate of training is
retained for two years after the expiry date of the certificate.

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D.1.5.2.6 Non-Company Personnel

No person shall handle, offer for transport or transport dangerous goods on behalf of Martinair
unless that person is a "trained person" or performing those duties under the direct
supervision of a trained person.

D.1.5.2.7 Recurrent
• Staff that requires training shall receive recurrent training at intervals not longer than
2 years
• Records of dangerous goods training shall be maintained for all staff trained

D.1.5.2.8 Table 2
Areas of training 1 2 3 5
General philosophy X X X X
Limitations on dangerous goods in air transport X X X
Classification and list of dangerous goods X
List of Dangerous Goods X X X
General packing requirements and packing instructions X
Packaging specifications markings X
Package marking and labelling X X X X
Documentation from the shipper X
Acceptance of Dangerous Goods, including the use of a checklist X
Storage and Loading procedures X X X
Inspections for damage or leakage and decontamination procedures X X
Provision of information to commander X X
Dangerous Goods in passenger’s baggage X X X X
Emergency procedures X X X X
Note: “X” indicates an area to be covered.

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Ground Operations Manual CONTENTS

D.1.5.2.9 Training Form

Dangerous Goods Training information

Station Handling Handling DG is checked by Martinair staff
Passengers Cargo Yes/ No
YES / NO YES / NO If NO enter name of handling agent below

Name of Handling agent Address

Phone number Fax number Email Contact person

The following staff members have received training in accordance with

JAR-OPS 1.1220 and meet the definition of category 1 and/or 2
Name Date of Category Expire date Training institute
Training
Cat 1 Cat 2

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Ground Operations Manual CONTENTS

Dangerous Goods Training information

Station Handling Handling DG is checked by Martinair staff
Passengers Cargo Yes/ No
YES / NO YES / NO If NO enter name of handling agent below

Name of Handling agent Address

Phone number Fax number Email Contact person

The following staff members have received training in accordance with

JAR-OPS 1.1220 and meet the definition of category 3 and/or 5
Name Date of Category Expire date Training institute
Training
Cat 3 Cat 5

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