AIR INDIA LIMITED

TENDER FOR COMPREHENSIVE GROUND HANDLING AT MEL (Melbourne)

Tender no. GH/Comp/MEL/2016/017

TENDER DOCUMENT

Dear Handling Agent,

Sub:Comprehensive Handling at Tullamarine Airport, Melbourne (MEL).

Air India Limited (AI), solely at its discretion desires to award Contract for availingcomprehensive Ground Handling services comprising of Passenger,Flight Ops, Cabin cleaning, Cargo and Ramp Handlingfor Air India flights at Terminal2,TullamarineInternational Airport,Melbourne (MEL). We invite handling companies authorized by the local Aviation regulator and the Airport authority of MEL, to submit offers for handling Air India flights in the format provided. Please note that you should offer only “on comprehensive basis”, for providing all services, directly or in collaboration & advance understanding with other approved/ authorized service providers, in accordance with Article 3 of Main Agreement of IATA SGHA 2013.

Ground Handling Company not providing services to wide body flights at Terminal 2, at Tullamarine International Airport, Melbourne should not participate in this tender process.

2.You are requested to submit your 'Sealed Offer' on or before18th July, 2016by 1700 hoursin the office of :

Manager – Australia

Air India Ltd..Level 2

Terminal 2_, Melbourne Airport

Tullamarine, Victoria 3041 Tel. + 61 386898999/998 Fax. +61 3 93301707

Email:

Response received after the due date, time and incomplete response are liable to be rejected.

3.Following Annexures are enclosed with this Tender Document.

Annex-I / Current schedule of Flight operations at Melbourne.
Annex-II / Resource requirement, Procedures and Services Standards expected
Annex-III / Service Level Agreement(SLA)
Annex-IV / Service requirement as per SGHA 2013 Versionyellow pages of 36th AHM.
Annex-V / Handling Company Profile and Terms of Technical Evaluation
Annex-VI / Commercial Offer.
Annex-VII / Integrity Pact
Annex-VIII / Check List

4.Your offer should be in “Two Separate Sealed Envelopes” as given below:

ENVELOPE – 1: “Handling Company Profile – GH”(Containing Annex-II,III, IV,V, VII & VIII)

Information regarding Handling Company in general including the structure of Company, turnover and experience in relevant business and capability to provide offered handling services at Melbourne in particular. Handling Company’s response must reply each point mentioned in Annex V strictly as per format of this Tender document. Air India reserves the right to reject the bids which do not comply and do not meet the requirements and experience or do not provide information in desired format or put in the commercial offer in Technical Bid envelope.Air India reserves the right to withdraw the complete Tender process at any stage without assigning any reasons thereof.

In this response Services intent to be offered & provided, must be specified. “NO RATES MUST BE QUOTED OR INDICATEDON ANY OF THE DOCUMENT IN THIS ENVELOPE.”

ENVELOPE – 2: “COMMERCIAL OFFER – GH”(Containing Annex- VI)

Please submit your quotation (comprehensive rates) meeting the requirements of Annex II, IIIIV(Version 2013 along with yellow pages of 36th AHM). The commercial offer be submitted by responding against each para of Annex VI. Air India desires bidder to abide by all the terms and conditions of Annex-VI. Additional terms & conditions related to the para, if any to be proposed, may be indicated at the end of respective para as additional sub-para.

5.It may please be noted that, both the offers (Technical & Commercial) must be put in separate sealed envelopes and both envelopes must clearly super-scribethe following and submit these envelopes before the due date.

  • Tender No.
  • Name and Phone no. of the Handling Company contact person.
  • Technical Bid or Commercial Bid.

6.Offers received after the due date, time and incomplete response are liable to be rejected. Air India reserves the right to accept or reject any bids and/or cancel the tender process at its own discretion. Offers indicating rate(s) in the Technical Bid or commercial offer received in the Technical Bid Envelope (Envelope – 1) is liable to be completely rejected.

7.The offers received will be opened in the office of the Airport Manager Air India (MEL) TullamarineInternational Airport in the presence of bidders who are interested to be present. Initially the technical offers (Envelop 1) will be opened. The commercial offers (Envelop 2) will be opened if possible for those bidders who meet Air India requirements technically under Annex V.Bidders will be informed about date, time and venue for opening of bids at the contact no. indicated on the top of the envelopes.

8.If you require any clarifications, please contact Air India as per details mentioned below.

Mr. Madhu C Mathen
Manager-Australia , Air India Ltd.
Level 2, Melbourne Airport
Tullamarine , Victoria 3041 Tel. + 61 386898999/998 Fax. +61 3 93301707
Email: / Mr. Manoj Kakar
Sr. Asst.. General Manager,
Handling Contracts and Agreement
Ground Handling Hqrs.Air India Ltd.

Tel: +91 11 23422182, 23422162

We shall appreciate if you confirm to above managersyour participation in this tender.

Regards,

Madhu C Mathen,Manager-Australia

ANNEX – I

Air India Flight Schedule Effective Summer Schedule-2016 at MEL(Terminal-_2)

FLT No. / DAYS / A/C TYPE / ARR / DEP / SECTOR
308/309 / 1,4,6 / B787 / 0600 LT / 0945LT / DEL/MEL/DEL

Air India Flight Schedule – Winter 2015-16 at MEL(for reference)

FLT No. / DAYS / A/C TYPE / ARR / DEP / SECTOR
308/309 / 1,4,6 / B787 / 0700 LT / 1045 LT / DEL/MEL/DEL

NOTE:

1.The Schedule provided above is for Summer Season – 2016 and last winter schedule. The Schedule forWinter2016 will be advised when the same is finalized.It may be clearly noted that Schedule or aircraft type are subject to change & intimation of the same will be provided with reasonable Notice.

2.Change in schedule / frequency will not be a ground for seeking any escalation in Handling changes.

3.A/C configuration:(Subject to change without notice)

Aircraft type / Passengers / ULD Configuration
F / J / Y / Pallet / Container
B787(all series) / -- / 18 / 238 / 04 / 18
B747(all series) / 08 / 18 / 375 / 04 / 22
A330-200 / 00 / 24 / 255 / 04 / 14
B777-200LR / 08 / 35 / 195 / 04 / 18
B777-300ER / 04 / 35 / 303 / 06 / 24

(*)-Configuration is approximate

4.Diversionary Airport ofMelbourne(MEL) - Sydney, Adelaide,Canberra

5.Approximate Carriage of Cargo / Mail (including COMATs) to be handled per Month.

Cargo / Mail/ Courier/COMAT
Export / 10 to 15 Tons / 6 to 7 (approx.) Tons
Import / 8 to 10 Tons
Total / 25 (approx.) Tons

ANNEX – II

Resource Requirements and Service Standards Expected On Flight Days:

The resource requirements and procedures given in this document are the abstracts from Air India Traffic service manual and ground handling manual. For detailed procedures, GH company to refer to these manuals. The current copies of these manuals are also maintained by AI representative at the station. In case of any variance in this document / AI Manual from the local process, only on such aspects the local procedure will be established by consultation between Carrier and Handling Company.

This Annex-II will form a part of GHA and will be mandatory for Handling Agent for compliance.

1.1 PASSENGER HANDLING - RESOURCE REQUIREMENTS

Sr. No. / Description / Numbers of positions Staff / Remarks/ Qualification of staff
1 / Minimum no. of counters to be manned [F*/J] + Y
(* as applicable aircraft type) / 01F*/01J/5Y
may increase subject to booked load / Minimum 1 year experience as check-in agents
2. / Ticketing Counter for excess baggage collection/e-ticketing counter/cashier/Service desk including upgrades /down grades/ re-booking/ re-issuance etc. (counter for 3 hrs) / 01 staff withdedicated counter for 3 Hrs(from D-4 to D-1) / Fully conversant with ticketing/fares, BSP/IATA procedures, handling of e-FIM’s & Re-bookings. MUST be in the vicinity of Check In counters
3 / Overall flight Supervision (Pax & Ramp supervision) dedicated-TRC(sub-item 1.3.2 of Annex-IV)- Liaison with Ramp / Bag- room / Connections / Cleaning / Catering / Baggage Reconciliation and other concerned agencies. / 01 Supervisor for Arrival and Departure / Minimum 3 years of experience of complete flight handling
4 / load controller to perform Pre-flight Planning, Loading instructions, Trim, Service (coupon) control, etc. / 01 staff / Minimum 1 year experience in flight handling.
5 / Accounting the Correct count of check in passenger, closing all e-tickets and take care of pre-flight & post flight functioning. / 01 Flt.service controller/ counter supervisor / Minimum 1year experience in flight handling for designated work.
6 / Departure activity /Boarding Gate (For Transit Count / Departure Count and handling UNM/VIP/CIP/WC/YP etc.)
Note: Three Check-in staff to be multi tasked after closure of counters. / 02* staff + 03 Multi tasked staff (Diverted after counter closing at D-1 Hrs) / Minimum 1year experience in flight handling for designated work.
7 / Lost, Found/Damaged property matters /PIR, Tracing(in World tracer system) etc./Mishandled Baggage and baggage related issues, complete handling of Passenger claims / 01 staff / Minimum 1year experience in customer relation & baggage service.
8 / Departure Control System / AI’s SITA /ARINC
10 / Administrative Assist at back office – On request and recharges basis / 01 dedicated staff / 1year experience
11 / Floor Walker(to check EB of Cabin bags and missing pax) / 01 Staff / 1year experience

*02 Staff of Arrival will be diverted for Departure Activity.

1.2Passenger Service standards:

Sr. no. / Service Requirement / Standard
1 / Flight briefing to all Agents & staff / ETA-15 Minute / D-4 hrs. earlier of the two
2 / Opening of Check-in counters / 4hrs before STD
3 / Closing of Check-in counters / D-1 Hrs
4 / Open Gate service Counter / D-2 hrs
5 / Maximum waiting time in queue / Premium/ priority class pax – 5 mins
Economy class – 15 mins
6 / Maximum check-in process time / Premium/ priority class pax – 5 mins
Economy class – 3 mins
7 / Boarding to commence / 45 mins prior to ETD
8 / Close all ETs / Before closure of flight in check-in system
9 / Send Departure Messages / D + 30
10 / Load sheet / PIL/Manifest/Seat Charts/ LIR to be delivered to Aircraft by Load Controller / to be delivered to Aircraft 30 minutes before ETD.
11 / Baggage Tracer message / by 6 hrs after arrival
12 / Flight plan/WX charts/ NOTAM document to be handed over to captain / D-90 minutes or before at the time of crew briefing
13 / NOTOC to be reached at Aircraft / D-60 Mts
14 / Offload GNS(gate no show) Pax baggage. / D-20
15 / Boarding to complete / D-20
16. / Wheelchair wait time (Arrival & Departure) / 15 Mins

1.3Service Standards & Procedures for Passenger Handling

1.3.1The staff will carry out the duties as given below following the procedures as given:

  • The staff must be smartly dressed, wear readable name badges.
  • Courteous and efficient services with a smile are most important parameters for quality of service to the Passenger.
  • Extra care must be taken and all possible assistance must be provided to elderly passengers, differently able, ladies with children, UNMs and VIPs/CIPs.
  • Agents will ensure that excess and /or oversized hand baggage is not allowed and gate withdrawal of such bags must be avoided. No oversized hand baggage to be taken with passenger onboard. Oversized Hand baggage must be checked, stopped and taken as check-in baggage only at check-in counter by check-in agents.
  • Agents knowing Hindi or any other Indian language will be preferred.
  • Service controller will monitor Check-in activity, close counters in time and release containers from baggage room for timely closing A/C holds and ensuring on time departures.
  • TRC will have advance intimationand will ensure interline connection of passenger & baggage, destination wise loading plan for baggage, and compliance with baggage reconciliation.
  • Flight supervisor (TRC) along with the Service Controller will ensure total compliance of error free APIS transmitted to Delhi (DEL) station, India.
  • First/ executive class VIP/ CIP passengers with their baggage must be assisted right from the curb point reception desk (subject to advance intimation of arrival) till check in and later to the lounge and then to the aircraft.
  • All passengers must be on board at least 20 minutes before departure.
  • In case of passenger gate no show; timely action(D-20) must be taken to off load their baggage to avoid delay to flight departure.
  • All agents should have a minimum qualification of High School completed.
  • Air India may choose to provide its own Indian uniform for the staff at appropriate time,till then the Handling Agent will provide them with their uniforms.
  • Air India will provide initial training on AI specific systems and procedures by deputing an instructor. The Handling Agent will depute maximum number of staff to undergo the training and will absorb the staff cost for training. If the Handling Agent wants additional training for their staff due attrition / high turnover, the Handling Company will agree to pay for all training Cost.
  • Monitoring customer service at check-in line, to assist first/executive class passengers with their baggage and floor walkers to ensure retrieving heavy/odd size/cabin restricted hand baggage at the check-in counters handover to check-in for tagging/ excess Baggage (if applicable).
  • Monitoring customer service at boarding gate to assist first/executive class passengers with their baggage and departure agents/ floor walkers to ensure retrieving heavy/odd size/cabin restricted hand baggage at the boarding gate and & handover to check-in for tagging/ excess Baggage (if applicable) or as Limited release securely for loading in Security Container/Bulk.
  • Handling Company will prepare and maintain a flight folder for each flight. The file will include all documents and flight messages, the final load sheet with remarks and signatures, the balance chart if done manually, any last minute changes and sent for a particular flight and handover to AI Rep on daily basis.
  • Handling Company shall comply with the security procedure introduced from time to time.
  • Handling company will provide collection facilities for excess baggage and issuing or rerouting MCO/ E-FIMS / E-ticket. Documents(including but not limited to excess baggage coupons and check in tickets- as required) to be reconciled according to carrier’s instruction and forward to AI office immediately together with a daily sales
  • Monthly sales report must be submitted to AI office concerning all issuing EBG and MCO etc. Daily sales report summary shall be submitted to AI office after the flight for reconciliation with the system reporting.
  • GHA to handle, EMD resolutions for Electronic FIMS EB/ E-ticket / MCO cases, and submits sales reports on monthly basis.

1.3.2In addition to the above, the following services must be carried out:

  • Before opening of Counters, the Check-in staff for passenger handling must attend the Flight briefing session/ special instructions conducted by the Carrier’s APM.
  • Baggage reconciliation will be carried out in accordance with the carrier’s security procedures in the baggage make-up area/designated area in co-ordination with Security before the loading process.
  • The Carrier will perform periodic Audits to ensure that the Handling Company complies with all Regulations, and Air India quality standards.
  • At all times, while rendering the Ground Handling services, safety procedures should not be compromised.
  • The Handling Company will comply with theof CASA(CIVIL AVIATION SAFETY AUTHORIT), IATA, ICAO, ASOB,SAFA(Safety Audit of Foreign Airlines),Air India, local airport regulator and any other local / mandatory regulations by Aviation Regulatory Authority.
  • Periodic Review meetings will be held between the Carrier and the Handling Agent to review the quality of service provided by the Handling Company and discuss any modifications if required.
  • The Handling Agent shall make all possible efforts to overcome deficiencies in standards of service brought to their notice during the flight handling activities, within a reasonable time frame.
  • In case of delayed arrival of the flight, the Handling Company shall endeavor to reduce the ground time to 01hour in order to make up the delay.
  • Handling Company will ensure deploying industry trained and authorized staff to carry out various functions under the contract.
  • The number of check-in counters shall be as specified by the Carrier above in Para 1.1 of the Resource requirement in order to avoid large queues of passengers and to ensure passenger check-in time. The counters are to be increased accordingly to keep the passenger check-in waiting time as specified above in Para 1.2
  • Handling Company will ensure that Carrier’s logo, Signage’s, flight details and other notices as specified from time to time, by the Carrier are properly displayed at the Check-in counters and Boarding gates.
  • Assist transit passengers on arrival and provide necessary information and documentation, check-in and smooth transfer of passengers to the connecting carrier.
  • If Lounge Service is provided then the lounge should be well dressed and presentable as per standard arrangement, passengers should be greeted and assisted with their personal gear, offered a seat and drink/snacks with a smile. If the use of Business Centre is available it should be extended and accurate information on boarding time, gate and delay if any should be provided.
  • Handling Company will coordinate all activities in case of diverted flights. All activities involved in coordination with diverted airport to be handled during any time of the day.
  • For delayed (long) or AOG flights in case of exigency handling company must provide additional required staff to assist in rebooking stranded passengers or making hotel arrangements etc.
  • Flight supervisor must ensure Aerobridge is positioned safely and timely for arriving aircraft.
  • Prepare document in advance for mishandled baggage upon receipt of message from the previous station and provide necessary assistance. [Raising of PIRs and creation of files in World Tracer System with follow up for 21 days.]
  • Loading of baggage and cargo should be as per given load plan. GHA must take appropriate action for handling priority baggage, cargo and mail. Handling Company will maintain a <flight folder> for each flight for a period of at least 180 days. The file will include the final load-sheet with remarks and signatures, the balance chart if done manually, any last minute changes and the loading report duly signed along with the load message received and sent for a particular flight.
  • Re-booking / Revalidation & Reissue of tickets in case of flight disruption due any reason must be done by handling Company within 2 hrs of flight cancellation and transfer passengers.
  • In case of flight irregularity, delayed or cancellation, the Handling Company will carry out issue FIM/ rebooking.
  • APIS data to be updated and transmitted to DELIN after close of the flight. Any fine levied to the Carrier for non-compliance will be charged to GHA.
  • Operational documents/information (Flight plan/WX Chart/NOTOC) will be prepared by Handling Company and delivered to the flight commander.
  • ZFWT will be calculated and briefed to flight commander by Handling company.
  • Complete handling and full support to Deportee passengers will be given by the Handling Company which will include:

a)Flight arrangement (rebooking) on Air India or other carrier.