VJ Gom

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MINISTRY OF TRANSPORT SOCIALIST REPUBLIC OF VIETNAM

CIVIL AVIATION AUTHORITY Independence – Freedom – Happiness
OF VIETNAM --------------------
-------------
No. 4014/CHK-TCATB Ha Noi, 26 Octorber 2016
Re: Acceptance for Ground Operations Manual of Vietjet.
To Vietjet Aviation Joint Stock Company
In consideration of proposal of Vietjet Aviation Joint Stock Company (VJC)

in the letter 1066-16/VJC-SSQA on 30/08/2016 which to request the acceptance
for Ground Operations Manual (GOM) Issue 04, Revision 01 on 17/08/216 of
VJC, the Civil Aviation Authority of Vietnam has considered the manual under
Vietnam Aviation Regulations in accompanied with the Circular No.
01/2011/TT-BGTVT on 27/01/2011 and some revised and amended
requirements as in the Circular No. 03/2016/TT-BGTVT on 31/03/2016.
The Civil Aviation Authority of Vietnam has suggested as follows:
1. The Civil Aviation Authority of Vietnam has accepted for the Ground
Operations Manual Issue 04, Revision 01 on 17/08/216.
2. VJC is responsible for updating and disseminating this manual to
the relevant organizations and individuals.
3. This manual is effective from the signed date.
The Civil Aviation Authority of Vietnam kindly informs VJC for the
acknowledgment and implementation.
On behalf of General Director

Flight Safety Standard Department Director
(Signed and sealed)
Ho Minh Tan
Recipient:
- As Above;
- CAAV General Director (report); NOTE:
- Deputy GD Do Quang Viet (report); This translation has been prepared by
- Archives; FSSD (Vi05). SSQA in good faith and to the best of
our knowledge.
If there is/are any contradiction(s), the
original Vietnamese version shall prevail.
NGUYEN THI DIEM HONG
OQA Deputy Manager
QOJII
Ground Operations
Manual
Revision Date: 17 Aug 2016
lssue 04 Rev 01
Document No.: VJC-GOP-M-001
Authorisation Name Signature- Date

Proposed by
Ground Operations
Director
CAO KIEN QUOC
SUDIRMAN KUSHAtRtf
LP tvcg/* H loa l: b
YP SSQA TO VIET THANG
Bftfk
Vice Prcsident of
Operations .utat[16
Managing Director LUU D Nftt/,t6
w
AUTH-1
AUTHORISATION PAGE Iss04/Rev00

GROUND OPERATIONS
MANUAL 20 June 2016
This GROUND OPERATIONS MANUAL is published under the authorization of

Vietjet, Chief Executive Officer. Any questions with respect to the use of this
manual or information contained herein should be addressed to:
Ground Operations – Services Division

VietJet
th
8 floor, CTPlaza, 60A Truong Son, w.2
Tan Binh dist.
HCMC, VietNam
Tel: 84-8-3547 1866

Fax: 84-8-3547 1865
Email:go.hdq@vietjetair.com
The current edition of the GOM is available in a usable format at each location
where ground handling operations are conducted to include external service
providers. To ensure that this is in place, routine Station Audits of stations and
external service providers will confirm that a current GOM is available.
AUTH-2
AUTHORISATION PAGE Iss04/Rev00

GROUND OPERATIONS
MANUAL 20 June 2016
INTENTIONAL BLANK PAGE

INT-1
INTRODUCTION Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 June 2016
INTRODUCTION
Description of the Organization
VIETJET AVIATION JOINT STOCK COMPANY, heretofore referred to as

“Vietjet” is the first private airline in Vietnam that is allowed to operate by the
Government Decision 0103018458 on July 23rd, 2007 with founders come from
different environments: professional managers, businessmen and foreign and
local experienced specialists in the aviation industry.
Vietjet goal is to become a large and professional airline in the Vietnam region,
focusing on two key factors: “Compassion” and “Technology”, providing reliable
service and quality at reasonable costs to our customers. Internally, Vietjet is
committed to building a distinctive corporate culture and image, contributing to the
market development of airlines in Vietnam, as well as contributing to the whole of
society.
Relationship with Other Organizations
Vietjet is a joint stock aviation company and a member of Sovico Groups. The
share holders of Vietjet are Sovico Holdings, HD Bank. Of those, Sovico Holdings
and HD Bank are the founders.
In order to operate, VJC must build a manual that regulates commercial aviation
services. The Ground Handling Operations Manual (GOM) shall comply with the
requirements by the Civil Aviation Authority of Vietnam (CAAV). It must follow
International Aviation Transport Association (IATA) regulations and shall be in
accordance with terms and conditions by the Company’s Air Operator Certificate
(AOC). GOM is one of the standardized documents whose policies are applied to
all VJC ground operations.
INT-2
INTRODUCTION Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 June 2016

LOD-1
LIST OF DISTRIBUTION Iss04/Rev00

GROUND OPERATIONS
MANUAL 20 June 2016
LIST OF DISTRIBUTION
Holder Location Format Copy No.

Document Control Centre VJC – SGN Printed Master Copy
CAAV CAAV Printed/CD CAAV Copy
Chief Executive Officer VJC – SGN Printed 001
Managing Director VJC – SGN Printed 002
SSQA Director VJC – HAN Printed 003
Director of Flight Operations VJC – SGN Printed 004
Operations Management Centre VJC – SGN Printed/CD 005
Flight Operations Engineering
VJC – SGN Printed/CD 006
Department
Flight Crew Department VJC – SGN Printed/CD 007
Cabin Crew Department VJC – SGN Printed 008
Flight Crew Training Manager VJC – SGN Printed 009
SSQA Department VJC – SGN Printed 010
Engineering Department VJC – SGN Printed 011
Ground Operations – Services
VJC – SGN Printed 012
Division
Training Center VJC – SGN Printed 013
Commercial Department VJC – SGN Printed 014
Domestic Stations
Noi Bai HAN Printed 015 – 001
Cat Bi HPH Printed 015 – 002
Tho Xuan THD Printed 015 – 003
LOD-2

GROUND OPERATIONS
MANUAL 20 June 2016

Vinh VII Printed 015 – 004
Dong Hoi VDH Printed 015 – 005
Phu Cat UIH Printed 015 – 006
Phu Bai HUI Printed 015 – 007
Da Nang DAD Printed 015 – 008
Chu Lai VCL Printed 015 – 009
Pleiku PXU Printed 015 – 010
Buon Ma Thuot BMV Printed 015 – 011
Lien Khuong DLI Printed 015 – 012
Cam Ranh CXR Printed 015 – 013
Tuy Hoa TBB Printed 015 – 014
Tan Son Nhat SGN Printed 015 – 015
Can Tho VCA Printed 015 – 016
Phu Quoc PQC Printed 015 – 017
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GROUND OPERATIONS
MANUAL 20 June 2016

Regional Stations
Suvarnabhumi BKK Printed 016 – 001
Changi SIN Printed 016 – 002
Taipei TPE Printed 016 – 003
Incheon ICN Printed 016 – 004
Yangon RGN Printed 016 – 005
Kuala Lumpur KUL Printed 016 - 006
Tainan TNN Printed 016 - 007
LOD-4

GROUND OPERATIONS
MANUAL 20 June 2016

ROR-1
RECORD OF REVISIONS Iss04/Rev01

GROUND OPERATIONS
MANUAL 17 Aug 2016
RECORD OF REVISIONS
Insert and remove pages as indicated on the revision cover letter.
Issue Rev. Revision Reason for Insertion Inserted

No. No. Date Revision date by
01 00 15/09/2012 Initial Issue
To comply with
regulatory
02 00 22/10/2013 requirements;
Change manual
format;
To comply with
regulatory
requirements;
03 00 20/09/2014
Change manual
format; Update
Training Program
Update as
03 01 24/12/2014 requirements of
IOSA
To comply with
regulatory
requirements;
04 00 20/06/2016
Change manual
format; Update
organization chart
04 To comply with IOSA
01 17/08/2016
requirements
ROR-2
RECORD OF REVISIONS Iss04/Rev01

GROUND OPERATIONS
MANUAL 17 Aug 2016

RTR-1
RECORD OF TEMPORARY Iss04/Rev00

REVISIONS
GROUND OPERATIONS
MANUAL 20 June 2016
RECORD OF TEMPORARY REVISIONS
Temporary Revisions (TR) to this manual shall be inserted by an authorized user

without delay. After inserting the temporary revisions, enter the appropriate data
in the revision sheet. Once this has been complied with, the authorized user has
to sign under “Inserted By”.
TR Effective Inserted Date Validity Cancellation Removed Date

No. Date By Inserted By
RTR-2
RECORD OF TEMPORARY Iss04/Rev00

REVISIONS
GROUND OPERATIONS
MANUAL 20 June 2016

LEP-1
LIST OF EFFECTIVE PAGES Iss04/Rev01

GROUND OPERATIONS
MANUAL 17 Aug 2016
LIST OF EFFECTIVE PAGES
A current List of Effective Pages shall be distributed to all manual holders with
every issue of revisions to ensure that the document has been properly updated.
The new pages by ‘N’ and the revised pages by ‘R”.
N/ Page Issue Rev. Effective N/ Page Rev. Effective

Issue No.
R No. No. No. Date R No. No. Date
AUTH-1 04 00 20/06/16 CHAPTER 1 - GENERAL
AUTH-2 04 00 20/06/16 1 04 00 20/06/16

INT-1 04 00 20/06/16 2 04 00 20/06/16
INT-2 04 00 20/06/16 3 04 00 20/06/16
LOD-1 04 00 20/06/16 4 04 00 20/06/16
LOD-2 04 00 20/06/16 5 04 00 20/06/16
LOD-3 04 00 20/06/16 6 04 00 20/06/16
LOD-4 04 00 20/06/16 CHAPTER 2 – ORGANIZATION AND
R ROR-1 04 01 17/08/16 RESPONSIBILITIES
R ROR-2 04 01 17/08/16 1 04 00 20/06/16
RTR-1 04 00 20/06/16 2 04 00 20/06/16
RTR-2 04 00 20/06/16 3 04 00 20/06/16
R LEP-1 04 01 17/08/16 4 04 00 20/06/16
R LEP-2 04 01 17/08/16 5 04 00 20/06/16
R LEP-3 04 01 17/08/16 6 04 00 20/06/16
R LEP-4 04 01 17/08/16 7 04 00 20/06/16
R LEP-5 04 01 17/08/16 8 04 00 20/06/16
R LEP-6 04 01 17/08/16 9 04 00 20/06/16
N LEP-7 04 01 17/08/16 10 04 00 20/06/16
N LEP-8 04 01 17/08/16 11 04 00 20/06/16
12 04 00 20/06/16
13 04 00 20/06/16
14 04 00 20/06/16
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MANUAL 17 Aug 2016
Page Issue Rev. Effective Page Issue Rev. Effective

N/R N/R
No. No. No. Date No. No. No. Date
15 04 00 20/06/16 13 04 00 20/06/16
16 04 00 20/06/16 14 04 00 20/06/16
17 04 00 20/06/16 15 04 00 20/06/16
18 04 00 20/06/16 16 04 00 20/06/16
19 04 00 20/06/16 17 04 00 20/06/16
20 04 00 20/06/16 18 04 00 20/06/16
21 04 00 20/06/16 19 04 00 20/06/16
22 04 00 20/06/16 20 04 00 20/06/16
23 04 00 20/06/16 21 04 00 20/06/16
24 04 00 20/06/16 22 04 00 20/06/16
25 04 00 20/06/16 23 04 00 20/06/16
26 04 00 20/06/16 24 04 00 20/06/16
27 04 00 20/06/16 25 04 00 20/06/16
28 04 00 20/06/16 26 04 00 20/06/16
CHAPTER 3 – PASSENGER AND 27 04 00 20/06/16
BAGGAGE HANDLING 28 04 00 20/06/16
1 04 00 20/06/16 29 04 00 20/06/16
2 04 00 20/06/16 30 04 00 20/06/16
3 04 00 20/06/16 31 04 00 20/06/16
4 04 00 20/06/16 32 04 00 20/06/16
5 04 00 20/06/16 33 04 00 20/06/16
6 04 00 20/06/16 34 04 00 20/06/16
7 04 00 20/06/16 35 04 00 20/06/16
8 04 00 20/06/16 36 04 00 20/06/16
9 04 00 20/06/16 37 04 00 20/06/16
10 04 00 20/06/16 38 04 00 20/06/16
11 04 00 20/06/16 39 04 00 20/06/16
12 04 00 20/06/16 40 04 00 20/06/16
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MANUAL 17 Aug 2016

N/R N/R
41 04 00 20/06/16 6 04 00 20/06/16
42 04 00 20/06/16 7 04 00 20/06/16
43 04 00 20/06/16 8 04 00 20/06/16
44 04 00 20/06/16 9 04 00 20/06/16
45 04 00 20/06/16 10 04 00 20/06/16
46 04 00 20/06/16 11 04 00 20/06/16
47 04 00 20/06/16 12 04 00 20/06/16
48 04 00 20/06/16 13 04 00 20/06/16
49 04 00 20/06/16 14 04 00 20/06/16
50 04 00 20/06/16 15 04 00 20/06/16
51 04 00 20/06/16 16 04 00 20/06/16
52 04 00 20/06/16 17 04 00 20/06/16
CHAPTER 4 – LOAD CONTROL 18 04 00 20/06/16
1 04 00 20/06/16 19 04 00 20/06/16
2 04 00 20/06/16 20 04 00 20/06/16
3 04 00 20/06/16 21 04 00 20/06/16
4 04 00 20/06/16 22 04 00 20/06/16
5 04 00 20/06/16 23 04 00 20/06/16
6 04 00 20/06/16 24 04 00 20/06/16
7 04 00 20/06/16 25 04 00 20/06/16
8 04 00 20/06/16 CHAPTER 6 – SAFETY & SECURITY
CHAPTER 5 – AIRCRAFT LOADING R 1 04 01 17/08/16
AND HANDLING ON THE RAMP R 2 04 01 17/08/16
1 04 00 20/06/16 3 04 00 20/06/16
2 04 00 20/06/16 4 04 00 20/06/16
3 04 00 20/06/16 5 04 00 20/06/16
4 04 00 20/06/16 6 04 00 20/06/16
5 04 00 20/06/16 7 04 00 20/06/16
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MANUAL 17 Aug 2016

N/R N/R
8 04 00 20/06/16 R 36 04 01 17/08/16
9 04 00 20/06/16 R 37 04 01 17/08/16
10 04 00 20/06/16 R 38 04 01 17/08/16
11 04 00 20/06/16 R 39 04 01 17/08/16
12 04 00 20/06/16 R 40 04 01 17/08/16
13 04 00 20/06/16 R 41 04 01 17/08/16
14 04 00 20/06/16 R 42 04 01 17/08/16
15 04 00 20/06/16 R 43 04 01 17/08/16
16 04 00 20/06/16 R 44 04 01 17/08/16
17 04 00 20/06/16 R 45 04 01 17/08/16
18 04 00 20/06/16 R 46 04 01 17/08/16
19 04 00 20/06/16 R 47 04 01 17/08/16
20 04 00 20/06/16 R 48 04 01 17/08/16
21 04 00 20/06/16 R 49 04 01 17/08/16
22 04 00 20/06/16 R 50 04 01 17/08/16
23 04 00 20/06/16 R 51 04 01 17/08/16
24 04 00 20/06/16 R 52 04 01 17/08/16
25 04 00 20/06/16 R 53 04 01 17/08/16
26 04 00 20/06/16 R 54 04 01 17/08/16
27 04 00 20/06/16 R 55 04 01 17/08/16
28 04 00 20/06/16 R 56 04 01 17/08/16
29 04 00 20/06/16 R 57 04 01 17/08/16
30 04 00 20/06/16 R 58 04 01 17/08/16
31 04 00 20/06/16 R 59 04 01 17/08/16
32 04 00 20/06/16 R 60 04 01 17/08/16
R 33 04 01 17/08/16 R 61 04 01 17/08/16
R 34 04 01 17/08/16 R 62 04 01 17/08/16
R 35 04 01 17/08/16 R 63 04 01 17/08/16
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MANUAL 17 Aug 2016

N/R N/R
R 64 04 01 17/08/16 9 04 00 20/06/16
R 65 04 01 17/08/16 10 04 00 20/06/16
R 67 04 01 17/08/16 11 04 00 20/06/16
N 68 04 01 17/08/16 12 04 00 20/06/16
N 69 04 01 17/08/16 13 04 00 20/06/16
N 70 04 01 17/08/16 14 04 00 20/06/16
N 71 04 01 17/08/16 15 04 00 20/06/16
N 72 04 01 17/08/16 16 04 00 20/06/16
CHAPTER 7 – COOPERATION 17 04 00 20/06/16
HANDLING PROCEDURES IN VJC
18 04 00 20/06/16
1 04 00 20/06/16 19 04 00 20/06/16
2 04 00 20/06/16 20 04 00 20/06/16
3 04 00 20/06/16 21 04 00 20/06/16
4 04 00 20/06/16 22 04 00 20/06/16
5 04 00 20/06/16 23 04 00 20/06/16
6 04 00 20/06/16 24 04 00 20/06/16
7 04 00 20/06/16 25 04 00 20/06/16
8 04 00 20/06/16 26 04 00 20/06/16
9 04 00 20/06/16 27 04 00 20/06/16
CHAPTER 8 – RAMP HANDLING 28 04 00 20/06/16
1 04 00 20/06/16 29 04 00 20/06/16
2 04 00 20/06/16 30 04 00 20/06/16
3 04 00 20/06/16 31 04 00 20/06/16
4 04 00 20/06/16 32 04 00 20/06/16
5 04 00 20/06/16 33 04 00 20/06/16
6 04 00 20/06/16 34 04 00 20/06/16
7 04 00 20/06/16 35 04 00 20/06/16
8 04 00 20/06/16 36 04 00 20/06/16
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MANUAL 17 Aug 2016

N/R N/R
37 04 00 20/06/16 11 04 00 20/06/16
38 04 00 20/06/16 12 04 00 20/06/16
39 04 00 20/06/16 13 04 00 20/06/16
40 04 00 20/06/16 14 04 00 20/06/16
41 04 00 20/06/16 15 04 00 20/06/16
42 04 00 20/06/16 16 04 00 20/06/16
43 04 00 20/06/16 17 04 00 20/06/16
44 04 00 20/06/16 18 04 00 20/06/16
45 04 00 20/06/16 19 04 00 20/06/16
46 04 00 20/06/16 20 04 00 20/06/16
47 04 00 20/06/16 21 04 00 20/06/16
R 48 04 01 17/08/16 22 04 00 20/06/16
49 04 00 20/06/16 23 04 00 20/06/16
50 04 00 20/06/16 24 04 00 20/06/16
51 04 00 20/06/16 25 04 00 20/06/16
52 04 00 20/06/16 26 04 00 20/06/16
53 04 00 20/06/16 27 04 00 20/06/16
54 04 00 20/06/16 28 04 00 20/06/16
CHAPTER 9 - TRAINING 29 04 00 20/06/16
1 04 00 20/06/16 30 04 00 20/06/16
2 04 00 20/06/16 31 04 00 20/06/16
3 04 00 20/06/16 32 04 00 20/06/16
4 04 00 20/06/16 33 04 00 20/06/16
5 04 00 20/06/16 34 04 00 20/06/16
6 04 00 20/06/16 35 04 00 20/06/16
7 04 00 20/06/16 36 04 00 20/06/16
8 04 00 20/06/16 37 04 00 20/06/16
9 04 00 20/06/16 38 04 00 20/06/16
10 04 00 20/06/16 39 04 00 20/06/16
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MANUAL 17 Aug 2016
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N/R
No. No. No. Date
40 04 00 20/06/16
41 04 00 20/06/16
43 04 00 20/06/16
44 04 00 20/06/16
45 04 00 20/06/16
46 04 00 20/06/16
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MANUAL 17 Aug 2016

GENERAL Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 June 2016
CHAPTER 1
GENERAL
GENERAL Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 June 2016

Page 1-1
GENERAL
Iss04/Rev00
GROUND OPERATIONS TABLE OF CONTENTS
MANUAL 20 June 2016
1.1 GOAL & APPLICATION ......................................................................... 3

1.1.1 Goal ............................................................................................. 3
1.1.2 Application ................................................................................... 3
1.2 LEGAL BASIS ....................................................................................... 3
1.3 STRUCTURE & REQUIREMENTS ......................................................... 4
1.3.1 Structure ...................................................................................... 4
1.3.2 Requirements ............................................................................... 4
1.4 ABBREVIATIONS .................................................................................. 5
Page 1-2
GENERAL
Iss04/Rev00
MANUAL 20 June 2016

Page 1-3
GENERAL
Iss04/Rev00
GROUND OPERATIONS GOAL AND APPLICATION
MANUAL 20 June 2016
1.1 GOAL & APPLICATION

1.1.1 Goal
The Ground Operations Manual (GOM) provides general rules and
regulations to Vietjet Air (VJC) for ground operation services. In order to
guarantee safety and efficiency during aviation transportation, VJC units
must follow the content of GOM in professional manner. Revisions on
any part of the manual must be agreed upon and signed by VJC CEO.
1.1.2 Application
GOM is applied to VJC internal and external units that are responsible
for providing ground services for VJC.
1.2 LEGAL BASIS
Pursuant to Law on Civil Aviation of Vietnam issued on 26/12/2006;
Registration number: 0103018458 issued to VietJet Air dated
23/07/2007;
Rules and operating principles of VietJet Air;
Airport Handling Manual (IATA);
Aircraft loading principle (IATA);
Pursuant to Decision No: 06/2006/QĐ-BGTVT dated 16/01/2006 of
Ministry of Transport of Viet Nam;
Ground Operations Manuals of other carriers;
Handlings at airports of Vietnam.
Page 1-4
GENERAL
Iss04/Rev00
GROUND OPERATIONS STRUCTURE & REQUIREMENTS
MANUAL 20 June 2016
1.3 STRUCTURE & REQUIREMENTS

1.3.1 Structure
This Ground Operations Manual includes the following chapters:
Chapter 1: General
Chapter 2: Organization and responsibility
Chapter 3: Guests & Bags
Chapter 4: Load control
Chapter 5: Aircraft loading and handling on the ramp
Chapter 6: Safety and Security in ground handling operation
Chapter 7: Co-ordination procedures on the ramp
Chapter 8: Ramp Handlings
Chapter 9: Training
1.3.2 Requirements
GOM must be updated regularly in order to comply with rules and
regulations. During operation, if there is a need to alter or edit, the
editing unit must be responsible for applying changes into the
document.
In the process of change, the editing unit must collect information,
consult with other affiliated units, refer to approval via QAM and issue a
draft to MD for issue decision.
For safety reasons which require immediate alteration to the GOM,
temporary revision must be printed on yellow paper and issued in
accordance with VJC rules and regulations. It must be discarded after
expiration or until next revision is issued.
Page 1-5
GENERAL
Iss04/Rev00
GROUND OPERATIONS ABBREVIATIONS
MANUAL 20 June 2016
1.4 ABBREVIATIONS
A/C Aircraft
AMM Aircraft Maintenance Manual
APU Auxiliary Power Unit
ASU Air Starter Unit
ATA Actual Time of Arrival
ATD Actual Time of Departure
C.G Centre of Gravity
CAPT Captain
CAAV Civil Aviation Administration of VN
DEST Destination
DOI Dry Operating Index
DOW Dry Operating Weight
ENG Engine
ETA Estimated Time of Arrival
ETD Estimated Time of Departure
GSE Ground support equipment
IATA International Air Transport Association
ICAO International Civil Aviation Organization
ISO International Standard Organization
Kg Kilogram
kHz kilohertz
km kilometer
kt Knot
lb pound
L/G Landing Gear
Page 1-6
GENERAL
Iss04/Rev00
GROUND OPERATIONS ABBREVIATIONS
MANUAL 20 June 2016
LH Left Hand
m Meter
MAC Mean Aerodynamic Chord
MEL Minimum Equipment List
MLW Maximum Landing Weight
mm Millimeter
MTOW Maximum Take-off Weight
MZFW Maximum Zero Fuel Weight
NA Not Applicable
NOTAM Notices to Airman
PAX Passenger
PSI Pound per Square Inch
RH Right Hand
RWY Runway
TOW Take-off Weight
TWY Taxiway
VHF Very High Frequency (30 – 300MHz)
VJC VietJet Air
WBM Weight and Balance Manual
ZFCG Zero Fuel Centre of Gravity
ZFW Zero Fuel Weight
ORGANIZATION AND
Iss04/Rev00
GROUND OPERATIONS
RESPONSIBILITY
MANUAL 20 June 2016
CHAPTER 2
ORGANIZATION AND RESPONSIBILITY
ORGANIZATION AND
Iss04/Rev00
GROUND OPERATIONS
RESPONSIBILITY
MANUAL 20 June 2016

ORGANIZATION AND Page 2-1
RESPONSIBILITY Iss04/Rev00
MANUAL 20 June 2016
2.1 VJC ORGANIZATIONAL STRUCTURE ................................................ 3

2.1.1 Accountable Manager ...................................................................... 4
2.1.2 Post Holder of Safety ....................................................................... 4
2.1.3 Post Holder of Maintenance ............................................................. 6
2.1.4 Post Holder of Flight Operations....................................................... 7
2.1.5 Post Holder of Ground Operations.................................................... 8
2.1.6 Post Holder of Crew Training ........................................................... 8
2.2 GROUND OPERATIONS – SERVICES ORGANIZATION STRUCTURE
10
2.2.1 Director of Ground Operations - Services ....................................... 11
2.2.2 Standing Deputy Director of Ground Operations - Services ............. 11
2.2.3 Deputy Director of Ground Operations – Services ........................... 11
2.2.4 Standards and Training Manager ................................................... 11
2.2.5 Customer Services Manager .......................................................... 12
2.2.6 SKYBOSS Manager ...................................................................... 12
2.2.7 Charter Manager ........................................................................... 12
2.2.8 Ramp Manager.............................................................................. 13
2.2.9 Ramp Supervisor ........................................................................... 13
2.2.10 2.2.10 Planning & Admin................................................................ 14
2.2.11 Inflight Services Manager............................................................... 14
2.2.12 Station Manager ............................................................................ 14
2.2.13 Deputy Station Manager ................................................................ 15
2.2.14 Duty Manager ................................................................................ 16
2.2.15 Passenger Team Leader................................................................ 17
2.2.16 Ramp & Cargo Team Leader ......................................................... 18
2.2.17 Driver Leader ................................................................................ 19
2.2.18 Inflight Services Team Leader ........................................................ 19
MANUAL 20 June 2016
2.2.19 Cabin Cleaning Team Leader ......................................................... 20

2.2.20 Passenger Duty Officer .................................................................. 21
2.2.21 Ramp & Cargo Duty Officer ............................................................ 21
2.2.22 Inflight Services staff ...................................................................... 22
2.2.23 Driver ............................................................................................ 22
2.2.24 Cabin Cleaner ............................................................................... 22
2.3 TRAINING – GROUND SERVICE PERSONEL ................................... 24
2.4 COMMUNICATION SYSTEM .............................................................. 25
2.5 CONTACT ADDRESS ........................................................................ 26
2.6 DELEGATION OF AUTHORITY.......................................................... 28
RESPONSIBILITY
Iss04/Rev00
GROUND OPERATIONS VJC ORGANIZATIONAL
MANUAL STRUCTURE 20 June 2016
2.1 VJC ORGANIZATIONAL STRUCTURE

RESPONSIBILITY
Iss04/Rev00
Names of nominated Postholders are as follows:

Position Name
Accountable Manager Mr. Lưu Đức Khánh
Safety Postholder Mr. Tô Viết Thắng
Flight Operations Postholder Capt. Dao Duc Vu
Ground Operations Postholder Mr. Sudirman Kushairi
The Maintenance Postholder Mr. Nguyễn Đức Thịnh
Crew Training Postholder Capt. Vũ Hữu Quyết
2.1.1 Accountable Manager

The Chief Executive Officer in his role as the Accountable Manager has
overall corporate responsibility for ensuring all VietJet Air's operations
and maintenance activities can be financed and carried out safely to the
standard required by the CAAV and any additional requirements as
defined by VietJet Air.
During absence, the Accountable Manager shall delegate the
Accountable Manager responsibilities to a suitably qualified designated
representative.
2.1.2 Post Holder of Safety
The VP Safety, Security and Quality Assurance (SSQA) for Vietjet Air is
appointed as the custodian of the Safety Management System
document. He is responsible, on behalf of the CEO, for the development,
co-ordination and maintenance, including continual improvement of the
SMS.
The VP SSQA and his supporting staff act in an advisory role, and are
not responsible for departmental safety performance. They are,
however, responsible for ensuring that line management receive
appropriate safety management advice and support.
The appointment of the SMS Custodian does not reduce the
responsibility of individual line managers for implementing the SMS in
their areas.
The VP SSQA reports directly to the Accountable Manager and is
responsible for the safety of flight and ground operations, and the
RESPONSIBILITY
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implementation and maintenance of the Vietjet Air safety and quality

program.
Minimum Qualifications and Experience::
a) Formal tertiary qualifications in business management, or a related
discipline, with a minimum of 5 years management experience;
b) Relevant certifications in safety, quality and security management
systems;
c) Practical background in the application of aviation regulations,
safety standards and safe operating practices, quality assurance,
aviation security programs and airline standard operating
procedures;
d) Proven knowledge in Flight Operations, Ground Operations and/or
Engineering Maintenance Systems; and
e) Background in airline operations, safety management, flight data
monitoring, regulatory compliance, quality assurance and human
factors, and security management.
Responsibilities:
a) Develop and maintain Vietjet Air’s safety - quality and security
system in compliance with CAAV’s requirements, aviation
authorities and other related organisations;
b) Develop, maintain and regularly update safety - quality and security
standards for all areas of Vietjet Air’s operational areas;
c) Maintenance, review and revision of the safety program;
d) Conducting hazard identification and risk management analysis
through Flight Data Monitoring & LOSA;
e) Providing advice and assistance to managers at all levels
regarding safety matters;
f) Maintaining Vietjet Air’s air safety occurrence reporting database;
g) Monitoring corrective actions and flight safety trends;
h) Ensuring that identified non-conformities involving flight operations
are communicated to and coordinated with the appropriate
managers in the affected operational areas to ensure appropriate
resolution;
i) Maintaining open communication with aircraft manufacturer’s flight
safety departments, government regulatory organisations and other
flight safety organisations;
RESPONSIBILITY
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j) Assisting with the investigation of accidents and conducting and

coordinating the investigation of incidents;
k) Carrying out quality and safety audits and inspections;
l) Maintaining familiarity with all aspects of Vietjet Air activities and its
personnel;
m) Planning and controlling the quality and flight safety budget;
n) Initiating quality and safety training programs;
o) Managing Vietjet Air’s flight data analysis program;
p) Managing Vietjet Air’s confidential human factors reporting system;
q) Liaising with the CAAV on safety and security matters;
r) Distribution of safety related material including the Vietjet Air
internal safety newsletter;
s) To act as the Chairman for Safety Committee; and
t) Oversee the implementation and day-to-day administration of the
Safety Management System throughout the organisation.
During absence, the Safety Postholder shall assign his responsibilities
to his Deputy or to a suitably qualified designated representative.
Contact information of the deputy shall also be made available.
2.1.3 Post Holder of Maintenance
The Maintenance System Postholder reports to the Accountable
Manager and is responsible for all technical, engineering and
maintenance functions as they relate to VJC Air Operator Certificate
(AOC) and to ensure that operations are safely conducted in compliance
with Vietnam Aviation Regulations (VARs) and VAR-Part 4 and 5.
Responsibilities of this position include:
a) Planning, organising and managing maintenance, engineering,
spare parts supply and technical training activities;
b) Ensuring that the Primary contracted Maintenance Organisation
conducts its engineering and maintenance functions in accordance
with the airworthiness and quality requirements of the VARs and the
CAAV;
c) To prepare and update, as necessary, the VJC Maintenance
Management Exposition MME;
d) To monitor the overall engineering and maintenance status of
aircraft operated by VJC to ensure that defects are rectified in a
timely manner;
RESPONSIBILITY
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e) To liaise with original equipment manufacturers and other relevant

external entities regarding engineering and maintenance
requirements; and
f) To participate in Flight Safety Committee meetings.
During absence, the Maintenance System Postholder shall assign his
responsibilities to his Deputy or a suitably qualified designated
representative.
2.1.4 Post Holder of Flight Operations
The Flight Operations Postholder reports to the Accountable Manager
and is responsible for all flight operations functions as they relate to the
VJC Air Operators Certificate (AOC) and to ensure the safe and effective
operation of all aircraft in accordance with VARs and VJC policies.
Responsibilities of this position include:
a) Planning, organising and managing flight operations functions with
respect to cockpit, cabin crew, dispatch and other flight operations
activities;
b) To ensure the availability of properly qualified flight crew members
to operate all planned flights to the highest possible standard
together with cost-effective operational management;
c) For organising and directing flight operations in a safe and effective
manner that is in accordance with CAAV regulations;
d) Ensuring that flight operational standards and practices are in
compliance with relevant national and international regulations and
of the AOC;
e) The training, supervision and development of competencies and
skills of all flight operations staff in order to safely and effectively
carry out their assigned duties;
f) The approval of the initial issue and amendments to, flight crew,
cabin crew manuals, checklists, line operations policies, rules,
instructions and procedures;
g) To participate in the recruitment and selection of flight crew, as
required;
h) Coordination as necessary with the Director Ground Operations to
ensure that flight and ground operations activities are conducted in
an efficient and safe manner;
i) To liaise with original equipment manufacturers and other relevant
external entities regarding flight operations requirements; and
j) To participate in Flight Safety Committee meetings.
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During absence, the Director Flight Operations shall assign his

responsibilities to his Deputy or to a suitably qualified designated
representative.
2.1.5 Post Holder of Ground Operations
The Ground Operations Postholder reports to the Accountable Manager
and is responsible for the safety of all ground operation activities as they
relate to VJC Air Operator Certificate (AOC). Responsibilities of this
position include:
a) Overall management and development of the Ground Operations
Department;
b) For ensuring that the parties contracted for the provision of ground
support services meet the requirements of VARs and the CAAV;
c) To prepare and update and distribute, as necessary, the VJC
Ground Operations Manual;
d) To ensure that ground operations functions performed by VJC
personnel are in accordance with VJC policies and procedures and
that there is an efficient and effective interface between VJC
personnel and personnel employed by companies providing ground
support services to VJC;
e) Coordination as necessary with the Director Flight Operations to
ensure that flight and ground operations activities are conducted in
an efficient and safe manner;
f) To monitor the services provided by contracted parties to ensure
services provided are as contracted with respect to services levels
and costs; and
g) To participate in Flight Safety Committee meetings.
During absence, the Director Ground Operations shall assign his
responsibilities to his Deputy or to a suitably qualified designated
representative.
2.1.6 Post Holder of Crew Training
The Crew Training Postholder reports to the Accountable Manager and
is responsible for all crew training functions as they relate to VJC Air
Operators Certificate (AOC) in accordance with the requirements of
CAAV (VARs-Part12). Responsibilities of this position include:
a) Ensuring that flight crew, cabin crew and flight dispatcher training
programs are established that meet the requirements of VARs-Part
7, 12 with respect to initial and recurrent training;
RESPONSIBILITY
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b) To monitor the conduct of flight crew, cabin crew and flight

dispatcher training programs to ensure that all instructional and
checking personnel apply VJC standards in a consistent manner;
c) Issuance, updating, and distribution of training manuals.
d) Recording and analysing any deviation from the company
standards, ensuring corrective action and evaluating the safety
record within his area in order to avoid the development of
undesirable trends.
e) To participate in Flight Safety Committee meetings.
f) Additional duties and responsibilities are part of the individual
procedures and /or may be assigned by the Accountable Manager
as required.
During absence, the Crew Training Postholder shall assign his Deputy or
his responsibilities to a suitably qualified designated representative.
RESPONSIBILITY
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GROUND OPERATIONS GROUND OPERATIONS SERVICES
MANUAL ORGANIZATION STRUCTURE 20 June 2016
2.2 GROUND OPERATIONS – SERVICES ORGANIZATION STRUCTURE
KHỐI KHAI THÁC DỊCH VỤ MẶT ĐẤT

GROUND SERVICE OPERATION DIVISION (GO)
BAN GIÁM ĐỐC KHỐI
GO HEADS
BASE SÂN BAY TRONG NƯỚC SÂN BAY NƯỚC NGOÀI

DOM STATION INTL STATION
TRƯỞNG ĐẠI DIỆN
STATION MANAGER
TRƯỞNG ĐẠI DIỆN TRƯỞNG ĐẠI DIỆN
STATION MANAGER STATION MANAGER
PHÓ TRƯỞNG ĐẠI DIỆN
DEPUTY STATION MANAGER
Chuyên viên Chuyên viên
CV TỔNG HỢP giám sát giám sát
ADMIN Duty Officer
Duty Officer
TRỰC BAN TRƯỞNG
DUTY MANAGER
HÀNH KHÁCH SÂN ĐỖ & HÀNG HÓA CUNG ỨNG ĐỘI XE VỆ SINH
PASSENGER RAMP & CARGO INFLIGHT DRIVING CABIN CLEANING
Đội trưởng Đội trưởng Đội trưởng Đội trưởng Đội trưởng
Team leader Team leader Team leader Team leader Team leader
Chuyên viên Chuyên viên

giám sát giám sát Nhân viên Lái xe Lái xe
Duty Officer Duty Officer Staff Driver Driver
RESPONSIBILITY
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2.2.1 Director of Ground Operations - Services

Refer to 2.1.5.
2.2.2 Standing Deputy Director of Ground Operations - Services
Minimum Qualifications and Experience:
a) At least 05 years working experience in the aviation industry.
b) Relevant certifications in ground operations, management.
c) Proven knowledge in Ground Operations and or Customer Services
d) Background in airline operations, safety management.
Responsibilities & Authorities:
a) Monitoring daily operations (including charter);
b) Manage ground service agreements and cost control,
c) Deploy Service Level Agreement for the whole network.
2.2.3 Deputy Director of Ground Operations – Services
b) Relevant certifications in ground operations, management.
d) Background in airline operations, safety management.
a) Monitoring customer services, inflight services and special services.
b) Building standards, documents control and training records in line
with monitoring on safety, security and quality control via
operations.
2.2.4 Standards and Training Manager
b) Relevant certifications in ground operations, quality control and/or
training.
c) Proven knowledge in Ground Operations and Quality Control,
Training
d) Background in airline operations, training management.
RESPONSIBILITY
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a) Develop, implement, and monitor training programs within an
organization
b) Prepare and implement training budget
c) Manage the accompanying accreditation and approvals processes
2.2.5 Customer Services Manager
b) Relevant certifications in ground operations, CS management.
d) Background in airline operations, CS management.
Responsibilities & Authorities
Plan, co-ordinate and control the activities of the customer service within
Ground Service - Operation to maintain and enhance customer
relationships and meet organizational and operational objectives
2.2.6 SKYBOSS Manager
b) Relevant certifications in ground operations, Premium Service
management.
c) Proven knowledge in Ground Operations and/or Premium
Customer Care.
d) Background in airline operations, customer service management.
Plan, co-ordinate and control the activities of the SKYBOSS service
within Ground Service - Operation to maintain and enhance customer
relationships of SKYBOSS passengers and meet organizational and
operational objectives
2.2.7 Charter Manager
b) Relevant certifications in ground operations, customer service.
c) Proven knowledge in Ground Operations and/or charter handlings.
RESPONSIBILITY
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d) Background in airline operations, charter and/or route set up

management.
Plan, co-ordinate and control the activities of the charter service within
Ground Service - Operation to maintain and enhance customer
relationships of SKYBOSS passengers and meet organizational and
operational objectives.
2.2.8 Ramp Manager
b) Relevant certifications in ground operations, ramp and cargo
management, DG handlings.
c) Proven knowledge in Ground Operations and/or ramp and cargo
handlings.
d) Background in airline operations ramp and/or cargo management.
Plan, co-ordinate and control the activities of the ramp service within
Ground Service - Operation to maintain and enhance ramp services and
meet organizational and operational objectives
2.2.9 Ramp Supervisor
handlings, DG handlings.
c) Proven knowledge in Ground Operations and/or ramp and cargo
handlings.
d) Background in airline operations ramp and/or cargo
handlings/monitoring.
Co-ordinate and monitor the activities of the ramp service within Ground
Service - Operation to maintain and enhance ramp services and meet
organizational and operational objectives, cost control.
RESPONSIBILITY
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2.2.10 2.2.10 Planning & Admin

a) Relevant certifications in planning or administrative.
b) Proven knowledge in administrative office supports.
c) Background in customer services, IT or traveling industry.
a) Provide general administrative support to the GO heads and staff
team.
b) Collation and distribution of minutes, reports and other documents.
Ordering of equipment, materials and office supplies.
c) Undertake and assist in the recording and processing of invoices,
receipts and payments as required and instructed. Administer the
petty cash system and ensure appropriate record keeping.
2.2.11 Inflight Services Manager
a) At least 03 years working experience in the aviation industry and/or
catering area.
b) Relevant certifications in catering, hospitality management.
c) Proven knowledge in cartering handlings and/or airline operations.
d) Background in catering handlings and/or airline operations.
Institutes and maintains an effective and efficient system economically
for the management in the sourcing, procurement, handling and control
of In Flight Service commercial materials and supplies (Food, Beverage,
Merchandise and F&B Supplies and Amenities) in accordance to
company requirements. As well as maintain an orderly Administrative
function for the In Flight Service department keeping accurate records
and data for the department.
2.2.12 Station Manager
a) At least 05 years working experience in the aviation industry,
travelling industry or 02 years at the same position.
RESPONSIBILITY
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management.
c) Proven knowledge in Ground Operations and/or ram and cargo
handlings.
d) Background in airline operations, customer care, ramp and/or cargo
management.
Holds responsibility in front of Director of Ground Operations, regarding
issues that involve all operations at the station to meet standards set by
Civil Aviation Department and VJ. The manager has following
responsibilities:
a) Monitor ground services at airports that VJC operates, in order to
make sure that all ground and flight operations are safe, punctual
and economically efficient
b) Review service agreements with the suppliers that provide services
for VJC flights at station and cost control.
c) Plan a standardized system about ground services of VJC,
including: ground operation standards (before and after flights),
flight service standards and other supporting standards to meet
KPI, OTP and TAT target.
d) Participate in building the system, passenger service standards,
bags (including mails, parcels, comails of the company…forwading
together with the flight as checked-bag) – hereafter called
“Passenger service regulations”.
2.2.13 Deputy Station Manager
travelling industry or 02 years at the same position.
management.
handlings.
management.
RESPONSIBILITY
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Holds responsibility in front of Station Manager, regarding issues that
involve opeartions at the station according to standards set by Civil
Aviation Department and VJ. The manager has following
responsibilities:
a) Monitor ground services at airports that VJC operates, in order to
make sure that all ground and flight operations are safe, punctual
and economically efficient
b) Monitoring of dailiy ground services of VJC, including: ground
operation standards (before and after flights), flight service
standards and other supporting standards to meet KPI, OTP and
TAT target.
2.2.14 Duty Manager
travelling industry.
management.
handlings.
management.
Holds responsibility in front of Station’s Heads, regarding issues that
involve opeartions by shift of duty, following responsibilities:
a) Monitor performance of daily shift duty officers to maintaince and
develop services at the station.
b) Monitoring of dailiy ground services of VJC, including: ground
operation standards (before and after flights), flight service
standards and other supporting standards to meet KPI, OTP and
TAT target.
c) Being coordinator to connect all ground operations at the stations to
OMC and other related local authorities.
RESPONSIBILITY
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2.2.15 Passenger Team Leader

travelling industry or 01 year at the same position.
c) Proven knowledge in Ground Operations and/or passenger
handlings.
d) Background in airline operations, customer care.
a) Complete Daily Reports at stations.
b) Ensure to submit all relevant investigation report and complaint on
time
c) Ensure monitoring staff performance
d) Check Flight View and ensure its accuracy
e) Monitor OTP to ensure flight departure on time
f) Update staff on latest ancillary product and push to sell
g) Conduct walkabouts checks to ensure smooth operations at all
areas.
h) Attend and support staff on passenger complaint.
i) Practice service recovery - Solve and provide correct information to
passenger.
j) Issue feedback form as merit and demerit points to staffs.
k) Provide corrective measure to improve services.
l) Conduct training and show good example to the staff.
m) Ensure staff have teamwork and communicate well.
n) Passenger handling and crisis management (Flight delays,
cancellations).
o) Submit staff overtime claims and attendance report to People
Department every month on-time.
p) Review contract staff performance for renewal/termination and
Confirmation
q) Submit staff quarterly appraisals
r) Monitor staff performance and ensure follow KPI.
RESPONSIBILITY
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2.2.16 Ramp & Cargo Team Leader

a) At least 02 years working experience in the aviation industry, ramp
and/or cargo industry or 01 year at the same position.
c) Proven knowledge in Ground Operations and/or ramp, cargo
handlings.
d) Background in airline operations, customer care.
a) Complete Daily Reports at stations.
b) Ensure to submit all relevant investigation report and complaint on
time
c) Ensure monitoring staff performance
d) Check Flight View and ensure its accuracy
e) Monitor OTP to ensure flight departure on time
f) Disseminate new information to staffs during briefing
g) Conduct walkabouts checks to ensure smooth operations at all
areas.
h) Practice service recovery - Solve and provide correct information to
bag/cargo.
i) Issue feedback form as merit and demerit points to staffs.
j) Provide corrective measure to improve services.
k) Conduct training and show good example to the staff.
l) Ensure safety & security at all time.
m) Ensure staff have teamwork and communicate well.
n) Flight handling and crisis management (Flight delays,
cancellations).
o) Submit staff overtime claims and attendance report to People
p) Review contract staff performance for renewal/termination and
Confirmation
q) Submit staff quarterly appraisals
r) Monitor staff performance and ensure follow KPI.
RESPONSIBILITY
Iss04/Rev00
2.2.17 Driver Leader

a) At least 01 year experience at the same position.
b) Relevant certifications in driving, ramp safety.
c) Proven knowledge in Ground Operations and/or ramp handlings.
d) Background in airline operations, transportation.
a) Ensure to submit all relevant investigation report and complaint on
time
b) Ensure monitoring staff performance
c) Check Flight View and ensure its accuracy
d) Disseminate new information to staffs during briefing
e) Issue feedback form as merit and demerit points to staffs.
f) Conduct training and show good example to the staff.
g) Ensure safety & security at all time of driving
h) Ensure staff have teamwork and communicate well.
i) Flight handling and crisis management (Flight delays,
cancellations).
j) Submit staff overtime claims and attendance report to People
k) Review contract staff performance for renewal/termination and
Confirmation
l) Submit staff quarterly appraisals
m) Monitor staff performance and ensure follow KPI.
2.2.18 Inflight Services Team Leader
b) Relevant certifications in inflight services, ramp safety.
c) Proven knowledge in Ground Operations and/or catering, inflight
services.
d) Background in airline operations, inflight and/or catering.
RESPONSIBILITY
Iss04/Rev00

time
c) Disseminate new information to staffs during briefing
d) Issue feedback form as merit and demerit points to staffs.
e) Conduct training and show good example to the staff.
f) Ensure safety & security at all time of inflight service handlings
g) Ensure staff have teamwork and communicate well.
h) Flight handling and crisis management (Flight delays,
cancellations).
i) Submit staff overtime claims and attendance report to People
j) Review contract staff performance for renewal/termination and
Confirmation
k) Submit staff quarterly appraisals
l) Monitor staff performance and ensure follow KPI.
2.2.19 Cabin Cleaning Team Leader
b) Relevant certifications in cabin cleaning, ramp safety.
c) Proven knowledge in Ground Operations and/or cabin cleaning
handlings.
d) Background in airline operations, or room services of hospitality
industry.
time
c) Disseminate new information to staffs during briefing
d) Issue feedback form as merit and demerit points to staffs.
e) Conduct training and show good example to the staff.
f) Ensure safety & security at all time of cabin services
RESPONSIBILITY
Iss04/Rev00
g) Ensure staff have teamwork and communicate well.

h) Submit staff overtime claims and attendance report to People
i) Review contract staff performance for renewal/termination and
Confirmation
j) Submit staff quarterly appraisals
k) Monitor staff performance and ensure follow KPI.
2.2.20 Passenger Duty Officer
a) Relevant certifications in aviation industry, customer services or
hospitallity industry.
b) Proven knowledge in Ground Operations and/or customer
handlings.
c) Background in airline operations, customer care.
a) Conduct ground operation include: Customers policy, luggage,
package, freight services, checking, maintaining technical facilities
in ground operations of VJC, distribute activates of VJC flights in
airports, participate in planning standardized system to support
technical issues for VJC.
b) Organize to collect customers’ comments about service quality,
cooperate with other concerning units to analyze this information.
c) Make sure quality of ground operations to be complete, punctual,
and efficient for flights according to daily plans and timetables.
Maintain relations with other airport authorities to ensure quality
services for customers.
2.2.21 Ramp & Cargo Duty Officer
a) Relevant certifications in aviation industry, hospitallity or travelling
tourism.
b) Proven knowledge in Ground Operations and/or ramp, cargo
handlings.
c) Background in airline operations.
RESPONSIBILITY
Iss04/Rev00

a) To coordinate and monitor overall ramp & cargo operations for
station.
b) To liaise with other departments on cargo operational matter.
c) To ensure ongoing cost effectiveness of ramp & cargo operation for
respective station.
d) To investigate any mishandling or ramp & cargo discrepancies and
forward the findings to all party concerns.
e) To monitor and ensure on the safety aspects of personnel and
equipment when handling ramp & cargo.
f) To decide and find a solution in the event of problems with regards
to ramp & cargo operations/discrepancies.
2.2.22 Inflight Services staff
a) Relevant certifications in aviation industry, hospitallity or catering.
b) Proven knowledge in Ground Operations and/or catering, inflight
services.
a) To load/unload items related to inflight services at the station.
b) To liaise with other staffs/crew/ground handlers on inflight
operational matter.
2.2.23 Driver
a) Relevant certifications in driving, ramp safety.
b) Proven knowledge in Ground Operations and/or ramp handlings.
To drive GSE/vehicles for transport goods, inflights items, crews and
staffs to travel on ramp or other specific area to serve for the flights.
2.2.24 Cabin Cleaner
a) Relevant certifications in cabin cleaning, ramp safety.
RESPONSIBILITY
Iss04/Rev00
b) Proven knowledge in Ground Operations and/or cabin cleaning

handlings.
To do cabin cleaning and other tasks related to maintain and develop
cabin interior clean and clear, including amenities setting up (safety
cards, disposal bags…).
RESPONSIBILITY
Iss04/Rev00
GROUND OPERATIONS TRAINING – GROUND SERVICE
MANUAL PERSONNEL 20 June 2016
2.3 TRAINING – GROUND SERVICE PERSONEL

The training applied to all VJC Ground Service staff or Ground Handling
Agent Company employees are taken in formal class room training or
on the job training (Initial training, on-job training, recurrent). Specific
areas of training include the following for each function:
a) Job Duties and Responsibilities.
b) Ramp safety and Safety practices.
c) Dangerous Goods.
d) Passenger Handling (Reservation and Check-in System).
e) Weight and Balance (including Load Planning)
f) Communications procedures (including Headset).
g) SMS, emergency action.
Initial training: Applied to all new employees
On-job training: Applied to all staff members who passed initial training
courses.
Recurrent: Applied to all staff members whose VJC training
certifications are expiring.
Page 2-25
ORGANIZATION AND
GROUND OPERATIONS COMMUNICATION SYSTEM
MANUAL 20 June 2016
2.4 COMMUNICATION SYSTEM

Means of communication are applied to ensure exchange of
operationally relevant information to each staff member for reasons of
safety, security, quality and business efficiency improvement in ground
operations.
Communication system in ground operations may include the following
means:
a) In hard copy: Complying with regulations of editing and issuing
documents of VJC. This means is applied to reports, including
operation reports, safety, security and quality ones.
b) In soft copy: Complying with regulations of management of
network, email and phone of VJC:
1) Email
2) Sitatex
3) Phone, Fax
4) Internet
c) Others:
1) Memoranda, letters, bulletins
2) Internal bulletins, handbooks
Page 2-26
ORGANIZATION AND
GROUND OPERATIONS CONTACT DETAILS
MANUAL 20 June 2016
2.5 CONTACT ADDRESS

Related addresses in ground operations are mentioned in this manual.
Moreover, addresses of VJC’s operations center and division are
updated in Ground Ops contact list.
No Station Email Hotline
1 HAN han@vietjetair.com +84 979210776
2 HPH hph@vietjetair.com +84 903996141
3 VII vii@vietjetair.com +84 903047608
4 THD thd@vietjetair.com +84 978899760
5 DAD dad@vietjetair.com +84 902456940
6 UIH uih@vietjetair.com +84 968563152
7 HUI hui@vietjetair.com +84 903047658
8 BMV bmv@vietjetair.com +84 978 558 231
9 DLI dli@vietjetair.com +84 903 047648
cxr@vietjetair.com
10 CXR +84 902456928
nha@vietjetair.com
+84 989241775 (Domestic)

11 SGN sgn@vietjetair.com
+84 1628217255 (International)
12 PQC pqc@vietjetair.com +84 903 047618
13 VCA vca@vietjetair.com +84 968 937169

Page 2-27
ORGANIZATION AND
GROUND OPERATIONS CONTACT DETAILS
MANUAL 20 June 2016
No Station Email Hotline
14 VDH vdh@vietjetair.com
15 VCL vcl@vietjetair.com
16 TBB tbb@vietjetair.com
17 PXU pxu@vietjetair.com
18 BKK bkk@vietjetair.com
19 SIN sin@vietjetair.com
20 ICN icn@vietjetair.com
21 TPE tpe@vietjetair.com
22 RGN rgn@vietjetair.com
23 KUL kul@vietjetair.com
24 TNN tnn@vietjetair.com
Page 2-28
ORGANIZATION AND
GROUND OPERATIONS DELEGATION OF AUTHORITY
MANUAL 20 June 2016
2.6 DELEGATION OF AUTHORITY

To ensure continuous management control during absence of ground
duty manager/operation should delegate authorities and responsibilities
to his deputy or to a suitably qualified designated representative.
PASSENGER AND BAGGAGE
Iss04/Rev00
HANDLING
GROUND OPERATIONS
MANUAL 20 June 2016
CHAPTER 3
PASSENGER AND BAGGAGE HANDLING

Iss04/Rev00
HANDLING
GROUND OPERATIONS
MANUAL 20 June 2016

Page 3-1
HANDLING Iss04/Rev00
MANUAL 20 June 2016
3.1 CHECK-IN............................................................................................ 5
3.1.1 Check-in Counter.............................................................................. 5
3.1.1.1 Dangerous Goods .................................................................... 5
3.1.1.2 General .................................................................................... 5
3.1.1.3 Number of Counters ................................................................. 7
3.1.1.4 Opening Time for Check-In Counters ........................................ 8
3.1.1.5 Closing Time for Check-In Counters .......................................... 8
3.1.2 Processing Time............................................................................... 8
3.1.3 Service Commitment ........................................................................ 8
3.1.4 Queuing Time................................................................................... 8
3.1.5 Seat Allocation ................................................................................. 9
3.1.5.1 Policies .................................................................................... 9
3.1.5.2 Seat Allocation Errors to Be Avoided ....................................... 10
3.1.5.3 Special Seating Requirements ................................................ 10
3.1.5.4 Smoking & Electronic Devices Restriction in Cabin .................. 10
3.1.5.5 Special Information to Cabin Crew .......................................... 11
3.1.6 Handling of Standby Passenger ...................................................... 11
3.1.7 Handling of Special Passengers ...................................................... 12
3.1.7.1 Blind or Visually Impaired Passenger ...................................... 12
3.1.7.2 Deaf or Hearing Impaired Passenger ...................................... 12
3.1.7.3 Elderly Passenger .................................................................. 13
3.1.7.4 Deaf/Blind Passenger ............................................................. 13
3.1.7.5 Expectant Mothers ................................................................. 14
3.1.7.6 Incapacitated Passenger ........................................................ 16
3.1.7.7 Infant INF/INFT ...................................................................... 18
3.1.7.8 Extra Seat .............................................................................. 20
3.1.7.9 Prisoner ................................................................................. 21
3.1.7.10 Sick passenger ....................................................................... 22
3.1.7.11 Mentally Disturbed Person ...................................................... 24
3.1.7.12 Speech impaired passenger ................................................... 24
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MANUAL 20 June 2016
3.1.7.13 Young Passenger Traveling Alone (YPTA) and Unaccompanied

Minors (UM) ........................................................................... 25
3.1.7.14 Inadmissible passenger (NOT TO LAND: NTL) ........................ 26
3.1.7.15 Deportee ................................................................................ 29
3.1.8 Handling of late show at check-in counter ........................................ 30
3.1.9 Passenger confidentiality ................................................................ 31
3.1.10 Flight following and Document Storage Period ............................. 32
3.1.11 Dangerous goods not permitted for carriage on board the aircraft . 32
3.1.12 Flight Document ......................................................................... 32
3.1.12.1 List of documents ................................................................... 32
3.2 BOARDING ........................................................................................ 35
3.2.1 Definitions ...................................................................................... 35
3.2.2 Departure Gate (Holding Area) Control ............................................ 35
3.2.2.1 Boarding Sequence ................................................................ 35
3.2.2.2 Boarding Time ........................................................................ 35
3.2.2.3 Boarding During Refueling ...................................................... 36
3.2.3 Gate Management In Different Environment .................................... 36
3.2.3.1 Boarding Using Aerobridge ..................................................... 36
3.2.3.2 Boarding Using Bus ................................................................ 37
3.2.3.3 Boarding Using Steps ............................................................. 37
3.2.3.4 Boarding While Refueling........................................................ 38
3.3 FLIGHT DELAY AND CANCELLATION ............................................. 39
3.3.1 General Regulations ....................................................................... 39
3.3.1.1 Definitions .............................................................................. 39
3.3.1.2 Causes of Delay and Cancellation ........................................... 39
3.3.2 Information to Passengers .............................................................. 40
3.3.2.1 Passengers’ Contact Numbers ................................................ 40
3.3.2.2 Announcement ....................................................................... 41
3.3.2.3 Fight Information Display System - FIDS ................................. 41
3.3.2.4 Paper Notices ......................................................................... 41
3.3.3 Compensation to Passengers on Cancelled Flight ........................... 41
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MANUAL 20 June 2016
3.3.4 Refund ........................................................................................... 42

3.4 ARRIVAL ........................................................................................... 43
3.4.1 Introduction .................................................................................... 43
3.4.2 General Guideline........................................................................... 43
3.4.3 Passenger with Connecting Flight within VJC Network ..................... 43
3.4.4 Arrival handlings ............................................................................. 43
3.4.4.1 Arrival Passengers ................................................................. 43
3.4.4.2 Arrival bags ............................................................................ 44
3.5 BAGGAGE HANDLING...................................................................... 45
3.5.1 Definitions ...................................................................................... 45
3.5.1.1 Bag ........................................................................................ 45
3.5.1.2 Checked Bag ......................................................................... 45
3.5.1.3 Hand carry / Cabin bag ........................................................... 45
3.5.1.4 Free Bag Allowance ............................................................... 45
3.5.1.5 Excess Bag ............................................................................ 45
3.5.1.6 Bag Identification Tag ............................................................. 46
3.5.1.7 Excess Bag Ticket (Receipt/Invoice) ....................................... 46
3.5.2 General Regulation of Carriage ....................................................... 46
3.5.2.1 Refusal of Carriage................................................................. 47
3.5.2.2 Checking Passenger’s Bag ..................................................... 47
3.5.2.3 Hand carry / Cabin Bag .......................................................... 47
3.5.2.4 Checked Bag ......................................................................... 48
3.5.2.5 Collection and Delivery of Bag ................................................ 49
3.5.2.6 Free Bag Allowance ............................................................... 50
3.5.3 Important Items When Conducting the Control ................................. 50
3.5.4 Time limitations on claims and actions ............................................. 50
3.5.5 Disposing Perishable items ............................................................. 51
3.5.6 Disposal of Unclaimed Bag ............................................................. 51
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MANUAL 20 June 2016

Page 3-5
GROUND OPERATIONS CHECK-IN
MANUAL 20 June 2016
3.1 CHECK-IN
3.1.1 Check-in Counter
3.1.1.1 Dangerous Goods
A current edition of the IATA Dangerous Goods Regulations (DGR) will
be available at all locations where passenger check-in takes place. All
check-in agents/ external service providers must be familiar with Section
2.3 of the DGR.
3.1.1.2 General
a) General Guidelines
1) Sign board: Electronic signboard, FIDS or plate can be used
with the following wording: For stations with common check-in
lay-out, VJC’s logo on top of signage, below will be displayed
“Tất cả chuyến bay – All flights check-in”.
2) Information plate: Bag regulations and restrictions, dangerous
goods.
3) VJC standards of flower display.
b) Group check-in counter
with the following wording: “Khách đoàn – Group check-in”
goods.
c) No bag check-in counter
with the following wording “Khách không gửi hành lý - No bag
check-in”.
goods.
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MANUAL 20 June 2016
d) Self check-in service counter

1) Kiosk machines must be control and regularly check to be
always servicable to passengers, including check-list of clean
surface and surroundings or miss-place.
2) Information plate: Signage with guide to Kiosk Check-in area,
Reminder to passengers for follow up procedures to finish their
check-in formalities: travel document check, bag-drop, if any.
e) SKYBOSS counter
with the current lay-out.
goods.
f) Notes:
1) SKYBOSS service counter: Station should be noted about a
dedicated sign-board for SKYBOSS service will be place in
front of SKYBOSS service counter; and, FIDS/VJs’s standards
of flower display, safety and security warnings must be followed
up the current standards issued by the company.
2) To placing and allocating of all devices (signboard, pole...)
above should be complied with local airport authority
regulations and always clean/good conditions of services . VJC
station manager should report to Head-quarter the differences
regulations of local airport authorit, if any.
3) When allocate passenger into the exit rows seat, check-in staff
must inform passenger about the exit row seat to be allocated
for him and ask him fully attention instructions by cabin crew.
4) Check-in staff shall remind passengers to study the notification
concerning the carriage of liquid onboard. These notifications
are placed at check-in and other area of the terminal and made
by the Airport Authority.
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MANUAL 20 June 2016
5) Check passengers’ checked bag, remind passenger “You

please do not place the dangerous items and high valued items
in your bag (guide to picture)” in order to state which items are
specifically prohibited in hold bag (to include but not limited to
lithium batteries) and which items must be removed from cabin
bag when the bag cannot be accommodated in the passenger
cabin.
6) Check and weight all passengers’ checked bag. Remove old
bag tags (if any), issue and attach new bag tags.
7) Please see Appendix 1 for a listing of which DG items are
permitted in passenger and crew bag. This information should
be derived from VietJet corporate policy and be in accordance
with the IATA DGR
8) The Appendix contents will also be displayed before finished of
self-check in procedures (Web/Kiosk Check-in) and required
passengers to confirmed of acknowledgement from them.
3.1.1.3 Number of Counters
a) Check-in counter allocation for each flight at airport shall be based
on the Ground Handling Agreement between VietJet Air and its
counterpart at the airport.
b) The number of check-in counters: shall be based on the number of
passengers having seats reserved on a flight as the following:
c) Number of passengers per counter: 30 passengers/counter
d) Counter for group booking/no bag: The availability of the counter for
this category of passengers is not mandatory. VJC Duty officer may
decide whether or not to allocate 1 or 2 counters among the
common check-in counters depending on the number of group
passengers having seats reserved on the flight.
e) In a situation in which there are long queues of passengers
(simultaneous check in) although all above counters are in
operation, VJC station manager may request the ground handling
company at the airport to open additional counters or guide no-bag
passengers to proceed at Kiosk Check-in service area to shorten
the queuing time.
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MANUAL 20 June 2016
3.1.1.4 Opening Time for Check-In Counters

a) Dedicated check-in counters: Opening time for check-in counter for
domestic flights: 02 hours before STD and 03 hours to international
flights.
b) In case of flight irregularities (delayed or cancelled): The opening
time may be adjusted based on the duty officer. However, the
counters are still opened as schedule (printed on ticket) and making
announcements or displaying necessary information accordingly.
3.1.1.5 Closing Time for Check-In Counters
a) Domestic and international flights: counters shall be closed 40
minutes before STD (DOMESTIC), 50 minutes before STD
(INTERNATIONAL).
b) In case of flight delay, the closing time may be adjusted acordingly
based on the new departure time or the counters may be reopened
if necessary.
3.1.2 Processing Time
Processing time is one of the important criterion to evaluate the check-in
service quality. To be considered an efficient check-in process, the
following processing time shall be observed:
a) Domestic flights: <= 2 mins.
b) International flights: <= 3 mins.
3.1.3 Service Commitment
a) Passenger has check-in bag – 2 to 3 mins.
b) Passenger has no check-in bag – 1 min 30 sec to 2 mins.
In managing the check in, VJC station manager shall urge the ground
handling company to expedite the process in order that more
passengers shall be checked in with the above regulated processing
time.
3.1.4 Queuing Time
Queuing time is one of the important criteria to evaluate the check-in
service quality, to be considered an efficient check-in process.
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MANUAL 20 June 2016
Queuing time depends on the conditions of the terminal, the complying

with standards of number of check-in counter, opening time for check-in
counter, closing time for check-in counter and processing time.
The target standard for queuing time for each passenger of flight shall
be observed: 8 mins.
In managing the check in, VJC Team leader/Duty Officer shall urge the
ground handling company to expedite the process in order that more
passengers shall be checked in with the above regulated queuing time.
3.1.5 Seat Allocation
3.1.5.1 Policies
The following policies shall be observed at check-in:
a) Passenger seat allocation shall be done in such a way as to ensure
the weight balance of the aircraft during take off and landing.
b) Emergency seat row: 01, 12, 14 and 31.
c) The first 05 rows will be reserved to VIP/CIP/SKYBOSS passengers
or passenger with polite style, traveling without INF/CHD.
d) Couples, families and groups shall be assigned seats adjacent to
one another or in the same zone.
e) For passengers with confirmed HOTSEAT service, seats must be
reserved to those passengers. If any problem happened that fail to
offer seats as passengers request, the guets must be received
applogize for the inconvenience to maintain service image of the
company and clear reason must be sent to the passengers. Service
charges for this service can be refund to the passengers, as finalize
from Duty Manager of the flight.
f) Allocate the seats of passengers traveling with infants/children
located beginning from row 10 to the aft seat of cabin. Passengers
traveling with infants will be allocated by cross-aisle seat policy and
on the positions enough oxygen masks for infants. No emergency
seats are allowed to offer for passengers traveling with INF. Total
infants will be accepted: 10% of capacity of the operating aircraft.
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MANUAL 20 June 2016
g) Passengers who have confirmed for speacial service (WCHR/S)

with seat allocation: window seat, no emergency seat offered with
most priority to qualified seats nearby entrance to the aircraft for
boarding convenience and save time for boarding those
passengers.
h) If seat available, ask passenger for his preference at check-in
counter, however, the asking should be prudently made as the
choice of seat may be limit concerning to seat capacity restriction.
i) Tactfully explain the reason to passenger in a courteous manner
when his request is not met. The best alternative option should be
offered to the passenger in such case.
3.1.5.2 Seat Allocation Errors to Be Avoided
a) Do not allocate Emergency Exit row’s seats to:
1) Invalid, sick or infirm passengers.
2) Passengers traveling with children, infant.
3) Passenger under 15 years old.
4) Obese passengers.
5) Pregnant women.
6) Elderly or frail passengers.
7) Passenger does not speak Vietnamese or English.
3.1.5.3 Special Seating Requirements
The seats of invalid, sick and infirm passengers should be allocated by
the aisle that is closed to the toilet of the aircraft to create favorable
conditions for their moving.
3.1.5.4 Smoking & Electronic Devices Restriction in Cabin
a) Smoking & Electronic devices (mobil phones, pagers, FM receivers
and portable electronic equipment) is prohibited in both VJC’s
international and domestic flights. At check-in counter, check-in staff
informs and explain to passengers the above regulation when they
request.
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MANUAL 20 June 2016
b) Also, public announcement when boarding:
Ladies and gentlement, your attention please,

For security and safety reason, please present your passport and boarding
pass at the gate. We would like to remind you that mobil phones, pagers, FM
receivers and portable electronic equipment must be switched off before
boarding.
Thank you
3.1.5.5 Special Information to Cabin Crew

a) Special information form (to cabin crew) is made after closing out
the flight, it indicates passenger seating positions with special
services (VIP/CIP/SKYBOSS or passengers traveling with special
serrvice, pregnant woman …and other special information requiring
the attention of cabin crew on board.
b) The following information must be indicated in Special information
form: fully state out of manadatory fields on this form, including
other information, such as: VIP/CIP, invalid, sick or infirm, deportee
passengers,...
c) Special Information form is given to cabin crew after completing the
above contents.
3.1.6 Handling of Standby Passenger
a) Handling before closing out: in case of being well informed about
the flight, such as: no-show and miss connecting passengers are
informed in advance, seats are available, standby passenger… will
be checked-in when he presents at check-in counter.
b) Handling at last minute check-in time: in case of not being well
informed about the flight (capacity restriction), standby passenger
will be checked-in if seat available. The check-in time for standby
passenger is not more than five (-5) minutes from closing out. The
total five (05) minutes is applied for handling late show pax.
c) The handing of stand by passengers bases on the method “first
comes, first serve” except priority cases that are specified in certain
chapter of this Manual. Based on the number of passengers in
manifest and waiting list, the station manager orders supplementary
meals for the flight.
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MANUAL 20 June 2016
3.1.7 Handling of Special Passengers

3.1.7.1 Blind or Visually Impaired Passenger
a) General definition
1) The code for blind or visually impaired passenger is BLND
2) Blind or visually impaired passenger may be accepted for travel
without any special documentation or special way of handling
3) Blind or visually impaired passenger can travel with a child
aged above 6 years of age.
4) Blind or visually impaired passenger is not allowed to travel
with infant.
5) The maximum number of BLND passenger should not exceed
5 per flight.
b) Handling
1) Before offering assistance, enquire whether the passenger
needs assistance
2) Assistance should be extended at all points
3) The subject of blindness needs to be avoided
4) When approaching to talk, use name or touch them lightly on
the arm.
5) If escorting, let the blind passenger take hold of your arm
6) They will walk slightly behind so that they can anticipate
directional changes
7) Do not ‘push or steer’ them, they get confused
8) They should be seated where they will not impede the crew in
their duties, obstruct access to emergency equipment or in any
way hinder the speedy evacuation of other persons.
9) They should be seated near to the emergency doors as
possible
10) They will need to board first and disembark last.
3.1.7.2 Deaf or Hearing Impaired Passenger
1) The code for deaf or hearing impaired passenger is DEAF;
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MANUAL 20 June 2016
2) Deaf or hearing impaired passenger may be accepted without

any special documentation or any special handling
3) Deaf and hearing impaired passenger is considered as self-
reliant passenger. He/she may refuse escort assistance to /
from the gate / aircraft.
b) Handling
1) Try to communicate with them by writing your instructions i.e.
direction to the boarding gate etc., do not use sign language or
hand gestures
2) They should be seated where they will not impede the crew in
their duties, obstruct access to emergency equipment or in any
way hinder the speedy evacuation of other persons.
3) They should be seated as near to the emergency doors as
possible.
4) They will need to board first and disembark last.
3.1.7.3 Elderly Passenger
Some elderly passengers are of an independent disposition and may
resent help from others, even though this is specially requested and
arranged. It is better to approach them indirectly, engaging them in a
general conversation and then ask if they would like priority boarding or
have any other form of assistance.
If an elderly passenger is noticed too weak to walk a long distance,
tactfully offer wheelchair and assistance with embarkation and
disembarkation formalities, offer pre-boarding boarding.
3.1.7.4 Deaf/Blind Passenger
a) Conditional acceptance
IATA’s definition of a DEAF/BLIND person as below:
Passenger who is both deaf and blind, who can only move around
with the help of an accompanying person.
It is a company policy, that a passenger with severe hearing and
vision impairment can only be accepted if he/she is accompanied by
an escort. The escort will be responsible for the deaf/blind
passenger needs on enplaning and deplaning during the flight, and
during emergency evacuation.
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MANUAL 20 June 2016
b) Definition of an escort
An able bodied person of at least 18 years of age.
c) Maximum Deaf/Blind
Only 5 escorted Deaf/Blind passengers are allowed per flight.
d) Special Assistance
Person assisting the deaf/blind passenger to book via the Internet is
required to contact VJC for prior arrangement, therefore, either the
Call Centre, Sales Office or Airport Sales, where ever the person
enquiries, staff must advise the Conditional Acceptance.
3.1.7.5 Expectant Mothers
It is the duty of pregnant passengers to advise us of the progress of
their pregnancy at the point of booking of Seat and at the check-in
counter. Our carriage of pregnant passengers are subject to the
following conditions:
1) Pregnancy up to 27 weeks (inclusive): we will accept without a
doctor's certificate subject to the passenger signing a Limited
Release Form.
2) Pregnancy between 28 weeks to 32 weeks (inclusive):
passenger shall produce a doctor's certificate confirming the
number of weeks of pregnancy and that she is fit to travel which
certificate shall have validity of not less than seven (7) days
from the scheduled flight departure date. The passenger will be
required to sign a Limited Release Form.
3) Pregnancy 32 weeks and above: we will refuse carriage.
b) Interpretation of the number of weeks
The word “inclusive” in describing the weeks of pregnancy is as
follow:
1) Pregnancy up to 27 weeks (inclusive) means week 27 of the
pregnancy and shall include day 1 to day 7 of the 27th week.
2) Pregnancy between 28 weeks and 31 weeks (inclusive) means
from week 28 of the pregnancy to week 31 of the pregnancy
(which shall include day 1 to day 7 of the week 31th)
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MANUAL 20 June 2016
3) Pregnancy 32 weeks and above means week 32 of the

pregnancy and beyond.
Notes
With regards to the certificate referred to in 3.1.7.5 (a)(2), the
certificate must satisfy all three factors:
1) A confirmation on how many weeks the passenger’s pregnancy
is.
2) A confirmation that the passenger is fit to travel.
3) The certificate must not be more than 7 days old from the date
of travel (certificate shall have validity of not less than seven
(7) days from the scheduled flight departure date)
c) Non-acceptance
1) Carriage of expectant mothers after 32nd week is not permitted
to travel on VJC domestic nor international flights.
2) The expectant mother must be informed that on her return
journey if she exceeds our limitations of carriage or does not
conform to the requirements for acceptance, we will deny her
with no refund on the unused sector.
3) If there is any doubt surrounding the well being of the expectant
mother or their fit to fly letter raises any concerns, passenger
must be referred to the airport doctor before the passenger is
checked-in.
Notes
Expectant mother are also required to apply for a special permit for
entering into some countries. Therefore, it is important to check the
special visa requirements for acceptance of the expectant mothers
for International travel.
d) Limited Release Form
The Indemnity Form must be completed and signed by the
passenger in the presence of the check-in agent. The witness on
the Indemnity must be the staff who has witnessed the passenger
completing and signing the form. There should be 3 copies
completed, original must be held by Passenger Services and copies
given to the passenger and Cabin Crew.
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MANUAL 20 June 2016
Sample of Release and Indemnity Form

Expectant mother certifying herself and or her partner certifying her
fit to travel:
 Can we an expectant mother who is a doctor and the Doctor’s
letter is certified by the passenger herself who is a doctor or her
husband who is a doctor.
 In all IATA airport handling manuals, for passenger and
baggage the word a “qualified doctor” is used for the handling
of expectant mothers. There is no mention that only a
gynecologist, obstetrician or a mid-wife can certify the
expectant mother fit to travel.
 Therefore, as long as the certificate is from a “qualified doctor”
we must accept and not question someone’s qualification nor
make assumptions on the authenticity of the certificate.
 We are not contravening aviation industry practices should we
accept either the expectant mother’s or her partner’s signed
certificate, since they both are considered as “qualified doctor”.
 It is for this reason that we also insist on the Limited Release
Form, Indemnity Form as we commonly refer to it as. It is
crucial that this form is duly filled and signed in the presence of
the staff. In case of any circumstances i.e. she signs herself fit
to travel or falsely declares her confinement to be meet our
conditions of acceptance and is unexpectedly taken ill on board
or miscarries, the Indemnity will protect the staff and the
company.
Notes
Partner in this context means husband.
3.1.7.6 Incapacitated Passenger
The term incapacitated means those passengers who because of
medical, physical or mental state require individual attention. There
are many grades and degrees of incapacitation and it is not the
intention of the Company, neither would be realistic, to attempt to
formulate requirements to cover all possible circumstances.
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MANUAL 20 June 2016
b) Categories of wheelchairs accepted for carriage

1) WCHR - (R for Ramp- wheelchair for Ramp)
Passenger who can ascend/descend aircraft steps and make
own way to cabin seat.
2) WCHS - (S for Steps)
Passenger who have difficulties to ascend/descend aircraft
steps but is able to make own way to cabin seat slowly.
WCHS passenger can be accepted only if he/she is self-reliant
and is not a medical case (MEDA).
3) Group requesting wheelchair assistance
For every 5 wheelchair passengers (WCHR and WCHS)
onboard, there should be 1 escort. Escort is defined as an able
bodied person who is above 18 years of age.
The maximum number of wheelchair passenger without an
escort should not exceed 5 per flight.
Notes
Release and Indemnity Form:
Must be completed for Wheelchair passenger. This is very important
especially for stations that have no aerobridge, as passenger may
have to be manually lifted on/off the aircraft, thus increasing our
liability. Even for stations with aerobridge, we need to raise the
Release and Indemnity Form as this document will indemnify VJC
for any unforeseen eventualities that may arise that will require the
airline to pay compensation in any form/amount.
c) Categories of wheelchairs not accepted for carriage
1) STCR (STRETCHER)
A stretcher passenger is considered as a MEDA case who
requires medical attention and/or special equipment to remain
healthy during the flight.
Non-acceptance.
2) WCHC – (C for Cabin)
Passenger who is completely immobile and requires wheelchair
to/from aircraft and must be carried up/down aircrafts steps and
to/from cabin seat.
Non-acceptance.
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MANUAL 20 June 2016
3.1.7.7 Infant INF/INFT

1) Infants: The fees for infants under the age of two (2) years (on
the date of travel) but above fourteen (14) days old are
provided according to current fees applied for infants.
2) An infant may travel provided he sists on an adult’s lap.
3) Only one (1) infant is allowed for one (1) adult.
4) No perambulators are allowed on board the aircraft.
Notes
Infant who has reached 24 months and above during their trip, an
adult fare is applicable on the return trip. Infant’s Birth Certificate
must be presented at check-in as verification of the age.
b) Infant seatbelts
Are carried on board and should be offered during the safety
briefing. An infant seatbelt should never be used for a child over the
age of two years.
1) Acceptance
Can be accepted when travelling with one adult passenger.
The adult shall be a parent or the infant, guarding, relative or a
friend who acts as an escort.
c) Car seat (Conditional acceptance)
Passenger can carry a car seat, according to VJC approved
specifications, to seat the infant (only 6 months and above).
Purchase of an extra seat for the child restraint device.
d) Infant under 14 days
1) General definition
Infants less than 14 days-old: We reserve the right not to carry
infants less than fourteen (14) days-old.
We may in our absolute discretion decide to carry such infants
on our flights when such carriage is expressly sanctioned in
writing by a medical practitioner and when the parent of the
infant signs a Limited Release Form.
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MANUAL 20 June 2016
2) Limited Release Form

passenger in the presence of the check-in agent. The witness
on the Indemnity must be the staff who has witnessed the
passenger completing and signing the form. There should be 3
copies completed, original must be held by Passenger Services
and copies given to the passenger and Cabin Crew.
3) Infant birth certificate
Infant birth certificate is mandatory for domestic travel as a
verification that the infant is, as claimed. It is mandatory that all
documents must be cross checked and verified by check-in and
gate staff against the itinerary and boarding pass, to verify the
identity and the age.
4) Two infants
It is a safety regulation that only one infant may occupy one
adult’s lap, therefore in cases where one adult wishes to travel
with two infants, the passengers are required to provide their
own child restraint device and additional seat to be purchased
to fasten the child restraint device, however, one infant must be
6 months and above. 2 Infants of the same age under 6
months are not allowed to travel with one adult.
ADL + INF > 14 DAYS 
ADLT + INF < 06 MONTHS + INF < 06


MONTHS
ADLT + INFT + INFT

> 06 MONTHS

+ EXTRA SEAT FOR
CAR SEAT
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MANUAL 20 June 2016
The following ruling will apply:

i. In cases where there are 2 infants under 6 months or the
second infant is under 6 months of age and thus, too
young to occupy a child restraint device, the passenger
must be advised that for safety purposes an additional
adult must travel at their own expenses or passenger must
be denied travel.
ii. The second infant, if over 6 months of age, may be seated
on their own child restraint device and occupy a seat.
Therefore an adult fare will apply for the EXTRA SEAT on
which the child restraint device will be placed upon.
e) Booking
A seat will have to be sold under the infant’s name for the child
restraint device. Book the infant as a child and pay an adult fare.
f) Check-in
Check-in the infants as a child and issue a boarding pass.
g) Boarding
Gate staff will inform the cabin crew and the captain of the total on
board and the load sheet will reflect the infants as a child.
h) Restrictions on the carriage of infant
The number of infants permitted on board is governed by the
number of infant life vest and spare oxygen masks available on
board, normally 10% of capacity.
3.1.7.8 Extra Seat
Passenger can only purchase 1 seat (I Booking), unless:
Passenger due to his/her physical size is unable to fit in a single
seat. Physical size (large/obese) passenger will not be guaranteed
a spare seat unless an EXTRA SEAT is paid for.
Medical condition e.g. having fractured leg with full length plaster,
they need to occupy 3 seats in a row.
They carry a large musical instrument e.g. a cello or diplomatic mail
baggage that must be secured or carried on a seat.
When carrying a child restraint device for infant/child.
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b) Check-in
Passenger will be given 1 booking reference (if at the time of
booking they have booked an EXTRA SEAT due to the reasons
mentioned above) or passenger may call back again or book via the
internet for the EXTRA SEAT, in which case the passenger will hold
2 booking reference, 1 for the passenger and another for the
EXTRA SEAT. However, it is irrelevant if they hold 1 or 2 booking
reference, they will not be entitled to an additional baggage
allowance for the EXTRA SEAT.
Passenger will be given 2 or 3 boarding pass depending on how
many EXTRA seats are purchased.
1 boarding pass will have the passenger’s name, while the other(s)
will have EXTRA SEAT as per the booking.
Check-in staff must inform the gate staff of the EXTRA SEAT.
c) Boarding
Passenger will hand over all boarding passes to gate staff.
Gate staff will mark the sequence numbers shown on the boarding
passes on the bingo sheet
Passenger will be given priority boarding to ensure that the EXTRA
SEAT is available.
Gate staff must inform the cabin crew of the passenger with EXTRA
SEAT.
Captain must also be informed of the EXTRA SEAT for TOB (total
On Board) and load sheet purposes.
Downline (arrival/transit) station must be advised.
d) Notes
The Captain must be advised of the physical number of passengers
onboard to enable him/her to amend the Loadsheet.
3.1.7.9 Prisoner
Guardians and seating / placement for prisoner
The general guidance shall be followed:
1) Law Enforcement Officer who will escort the prisoner must
acknowledge to VJC at least 3 (three) hours before
embarkation by showing Escort Officer Identity, prisoner and
risk level of his prisoner.
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2) VJC will notify to Captain and crew pertaining prisoner

transportation and Escort Officer along with seat location in the
aircraft.
3) A high risk prisoner must be escorted by a minimum of two (02)
Escort Officers. Only one (01) high risk prisoner per flight is
permitted.
4) VJC must confirm that escorted prisoners have been security
inspected and is confirmed he/she is not carrying articles that
will endanger the safety and security of flight.
5) In normal flight conditions, a high risk prisoner must be
handcuffed.
6) VJC will inform the Escort Officer to release handcuff from the
escorted prisoner when the flight is in an emergency situation.
7) Escorted prisoner must always be accompanied/escorted and
under observation by Escort Officer.
8) Escorting Officer and Prisoner must embark the aircraft before
other passengers and disembark from the aircraft once all other
passengers have disembarked.
9) Escorting Officer and Prisoner should be seated as far to the
rear of the passenger cabin as possible but not in the lounge
area or next to / direct across from an exit and Escort Officer
must sit between prisoner and ‘aisle’ of the aircraft.
10) Prisoner shall not eat or drink without the Senior Flight
Attendant’s and Escorting Officer’s permission and must not be
given eating equipment or other equipment which will endanger
and jeopardize the safety and security of the flight.
3.1.7.10 Sick passenger
Sick passenger- a passenger who falls sick after check-in
Suffering from any disease which is believed to be actively
contagious and communicable or who, because of certain disease
or incapacitation, may have or develop an unusual behavior or
physical conditions, which could have an adverse effect on the
welfare and comfort of another passenger and/or crew members, or
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Who is considered to be potential hazard to the safety of the flight or

the punctuality, or
Who will require medical attention and/or special equipment to
maintain his/her health during the flight, or
Who may have his/her medical condition aggravated during or
because of the flight
Ground
Passenger must be accompanied by staff to see a Doctor as soon
as possible.
If the sick passenger can be accepted for the flight after treatment
by the Doctor, staff must obtain a certificate of clearance from the
Doctor attending the case or from the Airport Health Authority to
confirm that the person is fit to travel.
b) Medical Expenses
Expenses for medical treatment or special attention of any kind
whatsoever including hospital charges must be borne by the
passenger.
If the passenger is incapacitated or unconscious, arrangements for
admission to the hospital must be made by the medical authorities
at the respective stations. Staff should not admit or take any
responsibility nor has the authority to guarantee any hospital fees.
c) Infectious or contagious disease
1) Before check-in
Non acceptance
2) After check-in/ boarding
Where infectious or contagious disease is suspected, refer the
matter to the Airport Doctor.
d) Fit for travel
Accept passenger for travel as normal. Obtain a certificate from the
doctor certifying passenger is fit for travel and a copy placed in the
station file.
e) Unfit for travel
Offload the passenger
Complete the Passenger Service Incident Report (GSIR)
Obtain a certificate from the doctor certifying passenger is unfit for
travel
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Ramp staff will handle and offload the baggage/items from the
aircraft hold as per offloading instructions in the Ramp Manual
f) Sick onboard
Captain will contact Ground Operations reporting of sick passenger
on board.
Ground Operations will contact the local authorities:
 The Airport Authority
 Immagration
 Customs
 Police
 Health Controls or Paramedics
Ground staff must ensure that the relevant authorities are at the
arrival gate prior to the aircraft landing.
Complete the Irregularities Handling Report.
3.1.7.11 Mentally Disturbed Person
A person deemed to be a threat to the safety of a flight may be
accepted for transportation if accompanied by an attendant
physically capable of coping with untoward actions during the flight
and skilled in administering sedatives as required and authorized by
an appropriate authority or security.
If the mentally disturbed person requires sedation prior to departure,
each portion of the flight should last no longer than the effective
duration of the sedative administered.
VJC on the advice of its medical and security representative should
be permitted to deny boarding to such person.
3.1.7.12 Speech impaired passenger
Passengers with speech impairment may be accepted without any
special documentation or any special handling.
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b) Handling
No special handlings required
3.1.7.13 Young Passenger Traveling Alone (YPTA) and Unaccompanied Minors
(UM)
a) Definition of UM
Children who are less than 12 years old are considered as UM
(unaccompanied minors).
b) Handling
Children below age 12 will not be accepted for carriage unless they
are accompanied by a person of at least 18 years of age.
c) Definition of YPTA
Passenger between the ages of 12 to below 14 years old and
traveling alone are considered as YPTA.
d) Handling
Will uplift a YPTA only upon the parent or guardian completing and
signing our Release and Indemnity Form for Acceptance of YPTA.
The parent or guardian is required to remain at the airport until the
flight has departed. This is in case of flight delay or cancellation,
the young passenger is not left unattended.
Gate staff, Purser and arrival staff must be informed of YPTA
travelling on VJ’s flights.
passenger in the presence of the check-in agent. The witness on
the Indemnity must be the staff who has witnessed the passenger
completing and signing the form. There should be 3 copies
completed, original must be held by issuance station and copies
given to the passenger and Purser.
e) Passenger who is from 14 years under 18 years old
This category may travel without completing any forms and are
treated as adults; however, they are not to accompany
Unaccompanied Minor (UM) (also called a UMNR).
14 years old to under 18 years old are not allowed to sign the
Indemnity for a YPTA.
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14 years old to under 18 years old can travel alone and need not
sign any Indemnity Forms, as they do not fall under the YPTA
category, however, they cannot be considered as adults either.
3.1.7.14 Inadmissible passenger (NOT TO LAND: NTL)
Inadmissible passenger (INAD) or Not To Land (NTL) passengers
are those who are refused admission or onward carriage to a
country because of their travel documents are not in order.
Delivering carrier is responsible for arranging passenger’s return or
onward journey.
Every effort must be made to obtain payment for the return or
onward journey from the inadmissible passenger.
The delivering carrier becomes liable for any detention costs that
the passenger incurs whilst in the country as well as any
transportation costs for the passenger’s removal.
b) Reason for NTL
1) No visa
2) Expired visa
3) Passport less than 6 months validity.
4) Doubious documents.
5) Forged documents
6) Insufficiend fund.
7) Unspecified immigration reason.
c) Passenger refused entry
Immigration will advise the airline of passengers who have been
refused entry, but are under no obligation to give the reason for
refusal. VJC staff or handling agent acting on its behalf, should
request permission to see the passenger and wherever possible
obtain the following:
Passenger’s return itinerary. This may be used for transporting
passenger from the country. If the passenger is not holding a return
booking, a request for the booking payment should be asked of the
passenger. Whilst every attempt should be made to gain full or part
payment it must be noted that immigration rules states that payment
is the airline’s responsibility and not the passenger’s.
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A photocopy of the passport or travel documents.

d) Directions to remove a person
Immigration service will issue a notice for the passenger’s removal
either to the passenger’s point of origin or to their country of
citizenship.
Immigration has to be ‘reasonably’ sure that a passenger will be
admitted at their point in order to redirect a passenger’s return to
this country. If reasonable doubt exists that the country of origin will
not accept the passenger, immigration may choose the option of
redirecting a passenger back to their country of citizenship.
e) Handling procedure
1) Deporting stations
Upon being notified by immigration authorities of a NTL, check-
in staff must proceed to handle the check-in and present the
boarding pass to relevant authorities to confirm the removal of
the NTL from the country.
NTL must be given first priority for acceptance.
The staff must confirm if NTL has any check-in baggage by
checking with the NTL. If there is check-in baggage, staff
MUST immediately inform Lost and Found section of the
baggage tag number and advice Lost And Found Section to
locate and arrange to have the baggage sent together with the
NTL on the same flight. The NTL will be checked-in to the
returning flight and the baggage must be re-tagged. Either use
a Rush Tag that will have all the NTL details or use a Manual
Tag and manually insert the new tag number against the NTL in
system.
If sending the baggage with the NTL on the same flight is not
possible, the baggage must be sent on the next available flight
to the same destination as the NTL. This baggage will now be
considered as an OHD and a BOH PIR must be raised.
All relevant documents, together with the NTL Form must be
handed over to the Purser. A copy of all documents must be
filed in the station file.
The Receiving station must be notified ASAP (before the flight
lands).
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If the NTL is due to VJC’s staff negligence, all support must be

provided to the NTL as this case the NTL is an innocent victim
of our carelessness.
2) Receiving station (Arrival Station)
Receiving station upon receiving information of NTL must
ensure staff is present at the aircraft door to receive the NTL.
On arrival, the NTL will be handed over to the ground staff by
the cabin crew. The passport and all relevant documents and
forms will be handed over to the staff and not to the passenger.
Staff will escort the passenger to immigration and hand over all
paperwork at this point to the immigration officer.
If NTL has baggage and has arrived on the same flight as NTL,
baggage must be reconciled with NTL by LOST AND FOUND
SECTION immediately.
If NTL has baggage and the baggage has not arrived on the
same flight as the NTL, normal mishandling procedure should
apply. A Courtesy BAH PIR must be raised, this will match with
the BOH PIR created by the departing station. NTL must come
to the airport to collect the bag, unless, the NTL is due to our
negligence, in which case the Station Manager or an authorized
staff can use their discretion and authorize baggage to be
delivered.
f) Acceptance of an NTL on a fully booked flight
NTL must be given first priority for acceptance, even if the flight is
fully booked.
The following should be considered:
1) If there is an Engineer occupying a seat, requests the Captain
to seat the Engineer in the jump seat in the cockpit and use the
seat for the NTL.
2) Offload POS Crew (Cabin & Technical, as per Captains
decision).
3) Offload staff on FOC Coupon.
4) Offload staff on Duty Travel.
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Request for a fare paying passenger to volunteer to offload (ensure

the passenger’s baggage is offloaded. Ramp staff will handle and
offload the baggage/item from the aircraft hold as per offloading
instructions in the Ramp Manual)
3.1.7.15 Deportee
Deportee is a passenger who has entered a country either legally or
illegally but now they have been formally ordered to leave by the
government authorities.
Government authority in the deporting country is responsible for
passenger’s travel cost.
b) Classifications of a deportee
1) DEPU
Deportee who does not required an accompanied escort during
carriage. A member of the relevant authorities must escort
passenger from check-in through to the boarding gate, although
not required to board the flight.
i. Handling
The Receiving station must be notified ASAP (before the
flight lands).
Travel documents must be handed by ground staff to the
cabin crew. At the final destination cabin crew must hand
over the documents to the ground staff, who will escort the
passenger to Immigration to ensure smooth handling.
2) DEPA
Deportee who is escorted at all times during his/her carriage by
an escort provided by the relevant authorities or authorized
agencies.
i. Handling
Purser must be advised. Offer pre-boarding.
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ii. Receiving station

Receiving station upon receiving information of Deportee
must ensure staff is present at the aircraft door to receive
the Deportee and the Escort.
Staff will escort the Deportee and the Escort to Immigration
to ensure smooth handling.
3.1.8 Handling of late show at check-in counter
a) For passenger holds confirmed ticket but shows up at check-in
counters when all counter for his booking on flight is already closed:
Check-in counter will be closed right 40 mins before STD (domestic
flights) or 50 mins before STD (international flight), check-in agent
will act following actions: Inform regulations about closing time for
check-in VJ’s flights:
 Check-in will be closed 40 mins before STD (domestic flights)
or 50 mins before STD (international flight).
 Based on the flight OTP, Counter in charge Duty Officer will
make decision of accept the passenger on-board. Whenever
acceptance given out, Duty Officer informs to concerned
departments/divisions (load control, loading…) for further
handlings.
 All actions must be finished within five (05) mins after counter
closed. In case of denied check-in, VJ will arrange the next
available flight to the late-show passenger and surcharges will
be applied as VJC current policy applied.
b) If late show passenger shows up at check-in counter during stand
by passenger is being checked: the standby passenger is accepted
and boarding pass has been issued, explanation must be given to
the late show passenger in such case, otherwise, the late show
passenger is accepted and standby passenger will be transferred to
other flights.
c) Any update of passenger figures, bag figures must be informed to
Load Control division, if those changes happened after counters
closed.
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d) Gate closure: The current operations standards setting closed time

for boarding gate: 10 mins before STD. If the gate is closed, the late
show passenger cannot boarding for the flight. And under no
circumstances should the aircraft be recalled back to the gate or for
ground staff to demand that the door is opened to board a late
passenger, especially after the crew have closed the door and
satisfied their safety checks.
e) Any update of passenger figures, bag figures must be informed to
Load Control division, if those changes happened after gate closed.
f) Notes:
1) Passenger WITHOUT himself present at opening time of
check-in counters
To those who presents after counter closed: The current VJC’s
regulations sates that: Check-in counters will be closed for
check-in at 40 mins before STD (applied to Domestic Flight), 50
mins before STD (applied to International Flight). Passenger
who shows up at check-in counters within 40 mins before STD
(applied to Domestic Flight), 50 mins before STD (applied to
International Flight), his booking will be BULK-MOVE to the
next available flight for the same route and surcharge will be
applied. Otherwise, based on T & C for each type of tickets, the
ticket will be forfeited the seat and can not demand for refunds
later.
2) Passenger WITHOUT himself present at opening time of
boarding gate
Based on T & C for each type of tickets, the passenger who
purchases ticket but does not show up at the boarding gate
within the last 10 mins before departure will be forfeited and
can not demand for refunds later.
3.1.9 Passenger confidentiality
a) All VJC staff are NOT to reveal information of our Passenger to any
unauthorized person or persons other than those mentioned in our
Terms and Conditions.
b) This includes person or persons who claim to be employers, agents,
well wishers, friends, relatives or spouses of our Passenger.
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c) As an example, there are many instances where person or persons

call us by phone or are present personally at our sales office or
check-in counters requesting to know if such-and-such a person
have a booking or has checked-in or is manifested or has traveled
etc. Under such circumstances, NO information or confirmation on
our Passenger may be revealed.
d) For booking made and payment by traveling agents, if any staff
receives requests from passenger who wants to know about the
fare/add-on service charges that he pays to traveling agent, the staff
should assist him to VJ’s airport ticketing counter for details of
payments listed exactly by the system.
3.1.10 Flight following and Document Storage Period
Within 15 minutes (depending on the flight flying time) after ATD, flight
following must be completed, including: total on-board figures of
passengers, bags, cargo and other payments, based on FLIGHT
CLOSED PROCEDURES, Flight View updated
3.1.11 Dangerous goods not permitted for carriage on board the aircraft
If those DG items are discovered on the person of or in the bag of a
passenger, an Operational Safety and Security Report - OSSR is made
to the approriate authority of the state of occurrence. See item 6.3 for
sample of OSSR.
3.1.12 Flight Document
The following flight documents used in the conduct or support of ground
handling operations must be ensure:
a) Contains legible and accurate information;
b) Is presented in a format that is appropriate for use by ground
handling personnel;
c) Kept at the stations at least 06 months;
3.1.12.1 List of documents
a) Load Summary
b) Load and Trim Sheet
c) Loading Instruction Report (LIR)
d) Load Sheet Fuel Order
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e) Aircraft Check / Search Checklist

f) General Declaration (For international flights only)
g) Passenger Manifest
h) Cargo Manifest
i) Baggage Record Manifest
j) Special Information to Cabin Crew
k) Pre-booked meal list
l) Signed Release and Indemnity Forms (Expecting Mothers,
Infants…)
m) Handover form (if any)
n) Other Documents (if any)
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MANUAL 20 June 2016
3.2 BOARDING
3.2.1 Definitions
It consists of:
a) Gate preparation (including FIDS, dummy, standee and DGR
displays)
b) Departure gate control
c) Boarding
d) Gate closure
e) Loading of bag/items and offloading for Noshow passenger at the
gate are as per loading/offloading instructions in the Ramp Manual.
3.2.2 Departure Gate (Holding Area) Control
3.2.2.1 Boarding Sequence
a) Courtesy passengers: Need special services, incapacitated, sick,
elderly passengers (over 65 years old), or traveling with infants/
children and pregnants.
b) Passenger seating by rows (16-31) then (01-15)
c) Passengers with special services (SKYBOSS).
Note:
The above procedure is applied when information about such kind
of passengers are identified through passenger’s special service
request (SSR).
d) VJC’s Duty officer have responsibility to observe and control the
ground handlings agents to ensure the boarding area of VJC’s flight
is seperate with the other airlines.
3.2.2.2 Boarding Time
a) Boarding at least 15 mins before STD or based on situation.
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b) The boarding time may delay when one of the following sections
informs not ready for boarding: Cabin crew, Cabin Cleaning,
Catering, Engineering, Refueling, and Ground Handling. Except
technical reasons, Station Manager should immediately contacts
with sections concerned to catch up the information and efficiently
cooperate with the sections to minimize the delay time.
3.2.2.3 Boarding During Refueling
Passenger is only allowed to embark after finishing refueling of aircraft.
However, for reduce delay time, passenger may embark the aircraft
during refueling upon receiving the approval from flight’s captain, airport
authority, safety conditions are met.
After receiving approval from Captain and airport authority and meeting
all safety conditions, VJC’s staffs must ensure the following regulations
to be observed:
a) Ground staffs must keep watch to ensure passengers are not
allowed to approach the refueling area.
b) Passengers are directly conducted to embark to the aircraft; the
doors of aircraft must be opened in advance.
c) It must be prepared another passenger step at the rest door of the
aircraft in case of using one air bridge. Do not embark passengers
in case of opening only one door of the aircraft.
d) “No smoking” is allowed at any time.
e) VJC’s staffs and cabin crews must prepare in advance the plans to
get out of danger in emergency cases (fire and explosion).
3.2.3 Gate Management In Different Environment
Facilities and physical layout of gate areas at airports are not all the
same. The differences in airports can be significant. However, it can be
grouped largely into 4 categories. Gate management process should
therefore be designed to make best use of the environment or to
minimize the negative impact. Adjust the following guidelines to suit
your local environment:
3.2.3.1 Boarding Using Aerobridge
a) Proper announcement and signage are needed to provide directions
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MANUAL 20 June 2016
b) Place suitable queue barriers and signage to create an exclusive

boarding passage.
c) Priority boarding passenger should board first separately.
d) One staff is to be positioned to lead 1st passenger to aerobridge
and confirm signal to Cabin crew at aircraft door to direct passenger
for safety and crowd control purposes.
e) Ensure passengers do not enter in-operated/other airlines boarding
aerobridge.
f) Keep passengers boarding by rows (16 to 31 first, other rows later)
to avoid congestion in aerobridge.
3.2.3.2 Boarding Using Bus
a) Priority boarding passenger should board the bus first and
dispatched separately
b) Each bus, regardless of numbers of passenger loaded, should not
be waiting/idle for more than 5 minutes
c) Bus should not be overloaded
d) One staff is to be positioned at bus boarding point and at aircraft
side to direct passenger for safety and crowd control purposes
3.2.3.3 Boarding Using Steps
a) Ensure passengers do not wander from the planned path to the
aircraft.
b) Keep passengers in groups to control their movements on the
tarmac.
c) Escort the passengers safely to the aircraft by observing ground
safety and hazards at the Apron example: jet blast, moving vehicles,
fuel lines, intake suction, propellers etc.
d) Inclement weather- ensure adequate umbrellas are being provide to
the passenger when it rains and to use canopy on the stairs of the
aircraft. During inclement weather conditions, every effort must be
taken to use heavy canvas covers to protect the bag while
dispatching the bag to the aircraft and during loading into the aircraft
hold. Although airlines do not accept.
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3.2.3.4 Boarding While Refueling

Please see SOP: Refueling while passsenger onboard, embarkation and
disembarkation.
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3.3 FLIGHT DELAY AND CANCELLATION

3.3.1 General Regulations
3.3.1.1 Definitions
a) Delayed flight:
The flight which has the following status called delayed flight:
1) A flight that departs later than the scheduled time of departure
(STD).
2) A flight that has departed but then has to return to the
departure airport or divert to an alternate airport.
b) Cancelled flight:
A scheduled flight with at least one booked seat which fails to
operate.
3.3.1.2 Causes of Delay and Cancellation
In general, the following shall be considered the causes:
a) Air traffic control problems: heavy traffic at certain time, partial or
entire closure of the airport due to problems with the runway or with
the airport facilities.
b) Unfavourable weather conditions: such as thunderstorm, typhoon,
whirlwind, fog, sandstorm, snow...
c) Operation problems: last minute trouble of spare parts or lack of
serviceable equipments, change of aircraft, cargo reloading, and
modification of flight documentations.
d) Engineering problems: aircraft technical defects, change of engines
or spare parts.
e) Commercial problems: late check-in passengers, long queues at
check-in or at security check, late connecting passengers.
f) Forced landing due to unfavourable weather conditions, such as:
fog, typhoon, or airport closure.
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3.3.2 Information to Passengers

In case of delayed or cancelled flights, the Call Center is responsible to
inform all concerned passengers booked on that flight as soon as
possible. Information shall be given as long before the STD as possible.
Information can be given through one of the following channels or
combination thereof:
3.3.2.1 Passengers’ Contact Numbers
a) This shall be done before the passengers proceed to the airport.
b) Beside, when dealing with cancelled flights, it is noted that: upon
receiving cancellation flight notice 24 hours prior to STD, city offices
must inform passengers about schedule changes as soon as
possible and update the information result into passengers
BOOKING NUMBERS based on the current passengers reservation
regulation. The information contents:
1) The information of the passengers confirmed flight that has
been canceled.
2) Date, time and other information of substitute flight.
c) PNL must be sent 03 hours prior to estimated time departure (ETD)
so that VJC’s representative at the airport can prepare
compensation solution. PNL shoul be sent to airport by email or
FAX.
d) After sending PNL, Regional offcies shall check again passenger
manifest and continue informing passenger about cancellation flight
following applicable regulation. At the same time, passenger should
be informed compensation places at the airport where PNL has
been sent to.
e) If passenger wants to receive compensation at the another place,
VJC’staff must remark this place on BOOKING NUMBER.
f) Before paying compensation money, the compensation division
(required by passenger and remarked on BOOKING NUMBER)
must get the confirmation from VJC’s representative at the airport –
from which flight departs was cancelled of or at which passenger
has been denied.
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FLIGHT DELAY AND
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g) In special occations, although being informed about flight

cancellation or denied boarding and passengers show up at airport,
VJC’s representative at the airport make compensation for
passenger as regulation and accordingly make the fault report to
send to Marketing department.
3.3.2.2 Announcement
This shall be done at the airport when the passengers have not been
informed of the delay/cancellation in advance and are already present at
the airport.
3.3.2.3 Fight Information Display System - FIDS
a) This shall be done at the airport when information about
delay/cancellation becomes available.
b) VJC’s Duty Officer shall co-ordinate with other concerned units to
update all the information about the delay/cancellation onto the
FIDS screen at the airport and ensure that all information is correct
and given timely.
3.3.2.4 Paper Notices
a) This shall be done at the airport simultaneously with the
announcement.
b) The VJC’s staffs shall be responsible to places those papers at
such areas as check-in counters, information desks and boarding
gates.
3.3.3 Compensation to Passengers on Cancelled Flight
In principle when dealing with the delay or cancellation flight, the
services only is provided to passengers based on the above 3.1.6.4 and
not provided compensation by cash, however the below cases will be
provided by cash based on the regulation of the Ministry of
Transportation Document number 10/2007/QD-BGTVT February, 27th
2007:
Flight departing from Vietnam
a) Eligibility for compensation:
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FLIGHT DELAY AND
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1) Passenger holding confirmed ticket on cancelled flight

departing from Vietnam, no discrimination adult or child
passengers is applied.
2) Passenger holding confirmed ticket or e-ticket but have not
confirmed by DCS.
b) Waiver of liability:
1) Passenger holding FOC tickets, Industry discount tickets, agent
discount tickets.
2) VJC shall be waived of its liability for none-refundable advance
compensation if the carrier proves that passenger has been
informed of the delay or cancellation no later than 24 hours
prior to the ETD; or that the passenger has not registered his
contact address; or that the carrier has tried to contact the
passenger at his registered address but to no avail.
3) VJC shall be waived of its liability for none – refundable
advance compensation for passengers in the following
circumstances:
a) Hazardous weather condition that might affect the safety of
the flight.
b) Security risk that might affect the safety of the flight.
c) Delay/cancellation decided by the competent authorities,
not by the carrier.
d) Technical problem that occurs while the flight is in
operation, which is from the time the pilot-in-command
takes command of the aircraft to the time when the flight is
completed.
e) Armed conflict, political instability, strike, airport closure,
suppliers’ failure to provide services to the flight, and other
force majeure situations.
3.3.4 Refund
In situations with delay/cancellation, if requested, refund may be made
for passengers who hold valid VJC tickets: Refund for passenger’s ticket
free of charge, applying also to ticket with restriction refund policy (if
any).
Page 3-43
GROUND OPERATIONS ARRIVAL
MANUAL 20 June 2016
3.4 ARRIVAL
3.4.1 Introduction
Whilst there is much emphasis on check-in and boarding duties at the
airport, staff need to also be mindful that the passenger’s journey does
not end with VJC once the aircraft has touched down at the arrival
airports. Their journey continues with VJC till they have completed all
arrival and bag formalities.
3.4.2 General Guideline
a) Passengers are directed to the bag claim area.
b) Guiding instruction in the airport is done via sign posts, ground
handling staff instruction, or leaflet provided to passengers.
c) Old, unhealthy, pregnant or disable passenger who do not book
MAAS service shall be assisted by staff upon the arrival.
d) Besides these services, passenger arrives and leaves the airport
will not be provided any other services by the carrier.
3.4.3 Passenger with Connecting Flight within VJC Network
a) Passenger arrives and transfers to another VietJet Air flight will not
be provided services at station in principle. Station manager,
however, is allowed to arrange providing services for passenger,
such as: meal, hotel service for transfer passenger in the following
circumstances:
b) Passenger has to stopover involuntarily.
c) Misconnection passenger due to the delay of incoming flight without
substitute flight within the day.
3.4.4 Arrival handlings
3.4.4.1 Arrival Passengers
a) Passengers will be assisted on arrival by VJC’s arrival staffs guiding
to arrival terminal, immigration and customs (It is strictly forbidden to
international arrival passengers who do not come to immigration
dept.) accordingly to the destination – transit or final point.
Page 3-44
GROUND OPERATIONS ARRIVAL
MANUAL 20 June 2016
b) Passengers requiring special services (unaccompanied minors,

patient, disable passenger...) are assisted by responsible staff upon
the flight arrives.
c) Confirm with cabin crew that all passengers have disembarked.
d) Collect company mail and documents from the arrival flight.
e) Proceed to arrival hall and immigration.
f) Bags need to be offloaded from bulk and loaded to conveyor for
passengers timely as service commitment and priority sequence.
g) Assist and manage bag flow on arrival bag carousel.
h) Help passengers who have problems with their bags such as can
not find in time or pilfered, damaged bags…to Lost & Found counter
for further investigation.
i) At domestic stations, ground staff checks bag claim tag before
passenger leaving the station.
3.4.4.2 Arrival bags
a) All efforts must be made to deliver the bags to the arrival hall with
minimum delay.
b) Any problems with bag delivery must be advised to the staff at the
bag hall detailing the reasons, for e.g. bag belt breakdown, Customs
search delaying delivery etc.
c) An apology announcement must be made immediately once delay
is known.
d) Unloading Time/Unloading Rate- Arriving Aircraft:
Determine the unloading time using 21/2 minutes for equipment
positioning, hold opening, etc., prior to unloading plus time for
unloading using the unloading rate of 13 bags/minute.
e) Unloading Rate- Drop Point
If all bags from the flight are delivered to the drop point, determine
time by using highest average bag load established and unloading
rate 12 bags/minute per man.
Page 3-45
GROUND OPERATIONS BAGGAGE HANDLING
MANUAL 20 June 2016
3.5 BAGGAGE HANDLING

It is mandatory under ICAO Annex 17:
a) That airline do not transport bag of passenger who are not onboard
the aircraft.
b) Hand and checked-in bag is 100% screened by the Airport
Authorities.
3.5.1 Definitions
3.5.1.1 Bag
"Bag", which is equivalent to "luggage", means such articles, effects, and
other personal property of a passenger as are necessary or appropriate
for wear, use, comfort or convenience in connection with his trip. Unless
otherwise specified, it shall include both checked and unchecked bag of
the passenger.
3.5.1.2 Checked Bag
"Checked bag" means bag, which is delivered to and accepted by the
carrier for carriage and for which a bag check (bag tag) is issued.
Checked bag, therefore, is the bag of which the carrier takes sole
custody until returned to the passenger.
3.5.1.3 Hand carry / Cabin bag
Hand carry / Cabin bag means bag of which does not checked in and
the passenger retains custody throughout the journey.
Dimension/quantity & weight will be followed by current T&C issued by
VJC.
3.5.1.4 Free Bag Allowance
Free bag allowance means bag of which passenger may carry free of
charge provided that conditions and limitations of carrier's regulations
must be observed. Dimension/quantity & weight will be followed by
current T&C issued by VJC.
3.5.1.5 Excess Bag
Bag in excess of free bag allowance is considered “Excess bag”.
Passenger has to pay for the carriage of his bag in accordance with
carrier's applicable regulations. Dimension/quantity & weight will be
followed by current T&C issued by VJC.
Page 3-46
MANUAL 20 June 2016
3.5.1.6 Bag Identification Tag

Bag Identification Tag is the document solely issued by carrier for the
following purposes:
a) To identify checked bag.
b) To identify bag’s itinerary.
c) To identify the state and conditions of bag.
d) To help passenger to complain carrier concerned in case of
necessity.
3.5.1.7 Excess Bag Ticket (Receipt/Invoice)
Excess bag ticket is the document issued by the carrier for the purpose
of collecting the charge of excess bag observing the carrier's
regulations.
3.5.2 General Regulation of Carriage
The passenger shall not include in his bag:
a) Articles, which do not constitute bag as, defined in section 3.6.1
hereof.
b) Articles which are likely to endanger the aircraft or persons or
property onboard the aircraft, including (but not limited to)
explosives, compressed gases, corrosives, oxidizing radioactive or
magnetized materials, materials that are easily ignited, poisonous,
offensive or irritating substances, and liquids (other than liquids in
the passenger's unchecked bag for his use in the course of the
journey).
c) Articles the carriage of which is prohibited by the applicable laws,
regulations or order of any state to be flown from, to or over.
d) Articles, which are unsuitable for carriage by reason of their weight,
size, shape or character.
e) Live or die animals.
f) Human remains or animals.
Page 3-47
MANUAL 20 June 2016
g) Fresh or frozen seafood or meat are allowed to be onboard as cabin

bag only when those items are well-packed (box or frozen box used
for dried-food/uneasy to spoil are allowed to checked-in after having
been checked the contains at authorized departments. VJC will
refuse to carriage if the passenger fails to cooperate with the carrier
on checking those bags).
h) Weapons have shape as gun, sword, knife and other types of
weapon having the same shape are all under regulations about
checking processing of VietJet Air. Those items are not allowed to
carry onboard for any reasons.
i) Other types of weapons.
3.5.2.1 Refusal of Carriage
VJC may refuse to carry the bag, which contains the items specified in
article 3.6.2.1, above or in case of such items are being found in the
bag.
3.5.2.2 Checking Passenger’s Bag
For reasons of safety and security, VJC may request passenger to
permit a search to be made of his person and his bag, and may search
the passenger's bag in his absence if the passenger is not available for
such permission, for the purpose of determining whether he is in
possession of or whether his bag contains any articles described in
article 6.1.2.1 above. If the passenger is unwilling to comply with such
request, the VJC may refuse to carry the passenger or his bag. In such
case, the VJC will not take the liability of the carriage of the passenger
and his bag except refunding his ticket according to the VJC’s current
regulations.
3.5.2.3 Hand carry / Cabin Bag
a) Do not check carry-on bag of passenger unless VJC requires (in
case of necessity).
b) Maximum carry-on bag allowance applicable passenger is one
piece. Each piece has a maximum weight of 7kg and the sum of
three dimensions shall not exceed 56 cm x 36 cm x 23 cm (22 x 14
x 9 inches). VJC may refuse to carry passenger’s unchecked bag
and may require the passenger to check his bag in case of
exceeding quantity, weight and dimension as specified above.
Page 3-48
MANUAL 20 June 2016
c) Objects which are not entitled as carry-on bag above and also not
suitable for loading in the cargo compartment will not be accepted
for transportation in the cabin compartment unless prior notice has
been given and permission granted by VJC; and those bags have to
comply with the current regulations about fee charged and safety of
VJC’s flights.
d) Guidelines for taking liquids on board aircraft by passengers:
1) Each passenger is allowed to carry the capacity of liquids not
greater than 1000 ml with them or/and in his/ her cabin bag on
board aircraft. Exemption shall be made for liquids, gels and
aerosols including medications, baby milk/foods and special
dietary requirements or liquids purchased either at airport duty
free shops or on board aircraft. Not apply to domestic flights
within Vietnam.
2) All liquid are required to be carried in bottles, vials or containers
with a capacity not greater than 100 ml and be completely
closed. Such bottles, vials and containers must fit comfortable
within the transparent plastic bag, only one transparent bag
per passenger is permitted. Not apply to domestic flights within
Vietnam.
3) Medications have to accompanied by prescriptions in which
clearly state the name and address of the doctor who prescribe
a medicine, the full name of the person air tickets or boarding
pass in case of electronic ticket. Baby milk/foods have to be
accompanied the baby when taken on board aircraft.
4) The liquids purchased either at airport duty free shops or
onboard aircraft are exempted from above limitation of capacity
providing that such liquids have to be packed in a transparent
sealed plastic bag provided by seller that is tamper-evident.
The proof of purchase at airport duty free shops, or on board
aircraft has to be displays satisfactory with the name shop and
date of purchase without the opening of the bag.
3.5.2.4 Checked Bag
a) Upon checked bag being delivered to VJC, the VJC shall take
custody thereof and issue a bag identification tag for each piece of
the checked bag.
Page 3-49
MANUAL 20 June 2016
b) If bag has no name or other personal identification, the bag owner

shall affix such identification to the bag prior to acceptance.
c) Unless other specified, only checked bag with the maximum weight
of 32 kg, 3 dimension measured not excess height 81cm x wide 119
cm x depth 119cm. In case, the bag‘s weight and measurement are
excess the limitation, it is required to book the service at booking
agent.
d) Checked bag will be carried on the same aircraft of its owner,
unless VJC decides this is impracticable, in such case the VJC will
carry the above checked bag on its following flight and the bag
owner must be informed and received compensation as specified in
bag late arrival’s regulations.
e) VJC may refuse to carry checked bag which includes the items,
such as: fragile or perishable articles, money, jelwery, precious
metals, negotiable papers, securities or other valuables, business
document or samples.
f) VJC may refuse to carry bag as checked bag unless it is properly
packed in suitcases or other suitable containers to ensure safe
carriage with ordinary care in handling.
g) In case of having no advance arrangement, VJC may carry excess
bag on the following flights. In such case, passenger shall not
receive the compensation as specified in bag late arrival’s
regulations.
3.5.2.5 Collection and Delivery of Bag
a) Passenger shall collect his bag as soon as it is available for
collection at destination or intermediate station.
b) Only the person who has bag ticket and bag tag (passenger’s
coupon) issued by VJC upon check in is allowed to claim bag.
c) Acceptance of bag by the bearer of the checked bag without
complaint at the time of receiving is prima facie evidence that the
bag has been delivered in good condition and in accordance with
the contract of carriage. However, within 7 days from the date of
bag delivery, passenger may complain to the VJC about his bag
(concerning the contents inside the bag), in such case, passenger
must be able to provide sufficient evidence of loss or damage.
Page 3-50
MANUAL 20 June 2016
d) Based on VJC's current regulations, “Lost and Found" section has

the responsibility to solve all claims concerning bag.
3.5.2.6 Free Bag Allowance
a) General Principle
Free Bag allowance is specified on the passenger’s ticket. Ground
handling staff should check the ticket and apply free bag allowance
for passenger accordingly.
Free Bag Allowance for passenger holding ID and FOC ticket will be
applied as passenger holding full fare in accordance with class of
service specified on the ticket.
Note
In case free bag allowance specified in fares notes/ add-hoc pares
is higher than bag allowance by this regulation, apply bag allowance
of fares notes/add-hoc fares.
3.5.3 Important Items When Conducting the Control
All cabin bag carried on board our flights are within limitations and
comply with any laid down safety regulations.
Excessive cabin bag is check-in and applicable excess bag charges are
collected from passenger.
Maximum courteous, professional and approachable service is offered to
passenger when dealing with non-allowable cabin bag.
3.5.4 Time Limitations on Claims and Actions
TERMS AND CONDITIONS
ARTICLE 13, TIME LIMITATIONS ON CLAIMS AND ACTIONS
13.1 Notice of Claims: Acceptance of Bag by the bearer of the Bag
Identification Tag without complaint at the time of delivery is sufficient
evidence that the Bag has been delivered in good condition and in
accordance with the contract of carriage, unless you prove otherwise. If
you wish to file a claim or an action regarding Damage to Checked Bag,
you must notify us as soon as you discover the Damage, and at the
latest, within seven (7) days of receipt of the Bag. If you wish to file a
claim or an action regarding delay of Checked Bag, you must notify us
within twenty-one (21) days from the date the Bag has been placed at
your disposal. Every such notification must be in writing and posted or
delivered to us within the above periods.
Page 3-51
MANUAL 20 June 2016
3.5.5 Disposing Perishable items

Station may use their discretion for disposing perishable. Depending on
the nature and the condition of the perishable, a recommend time frame
from 24 hours to 48 hours shall be applied.
3.5.6 Disposal of Unclaimed Bag
On the 15th day of every month all unclaimed bag that have expired the
2 month storage period will be disposed off as follows:
All bag must be declared to Customs and upon clearance be brought to
landside.
Note
Do not open bags until they have been cleared by Customs.
All bags must be opened in the presence of a Security staff or a
Passenger Services Duty Executive/Manager.
An inventory must be made of all items.
Bags that are in good condition must be kept, to be used as spares for
loan replacement for damage bag.
Valuables and documents must be kept in station’s safe.
Note
Valuable as define on our Terms and Conditions of Carriage, Article 8.2
Valuable and Fragile Goods: Passengers are strongly advised not to
check in such items as bag. If they are checked in as bag, passengers
agree they send for carriage of such items at their own risk. Such items
include money, jewellery, precious metals, silverware, electronic
devices, computers, cameras, video equipment, negotiable papers,
securities or other valuables, passports and other identification
documents, title deeds, artifacts, manuscripts and the like.
Other items such as clothing or items that are not under our definition of
valuables must be either donated to a local reputable charity or items
can be sold at an in-house jumble sale. Unsold items must be donated
to charity.
Page 3-52
MANUAL 20 June 2016
Update the inventory list to show what item was handed over to the
station’s safe, unsold items given to a charity and items that have been
sold and how much was collected.
Funds collected from the jumble sale must be handed to the Station
Head.
Page 4-1
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
LOAD AND BALANCE DEFINITION
MANUAL 20 JUN 16
4.1 LOAD AND BALANCE DEFINITION .................................................. 2

4.1.1 Load Control .............................................................................. 2
4.1.2 The Importance Of Load Control ................................................. 3
4.2 WEIGHT TERMS ............................................................................... 3
4.3 WEIGHT LIMITATION TERMS........................................................... 5
4.4 LOADSHEET COMPILATION............................................................ 5
4.4.1 General ...................................................................................... 5
4.4.2 Standards Of Displaying Information Onto Load Control’s
Documents ................................................................................................ 6
4.4.3 Coordination Procedures & Control Ground Handlings Time ........ 6
4.4.4 PTS ........................................................................................... 8
4.5 TRIM CHART COMPILATION............................................................ 8
4.6 LAST MINUTE CHANGES................................................................. 8
Page 4-2
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
4.1 LOAD AND BALANCE DEFINITION

4.1.1 Load Control
This is the process which ensures that an aircraft is safely loaded within
specified limitation for uplift of maximum allowable traffic load. All
stations shall ensure weight and balance records are ratained for a
period in accordance with the requirements: six (06) months.
The Load Control process consists of
a) Proper planning of loading instruction
b) Completion of trim/balance chart
c) Completion of Load sheet
d) Dispatch of post departure message
Weight and balance calculations:
Shall be based upon the most aircraft weight and balance data which
takes into account the limitations of both the original equipment
manufacturer (OEM) and VietJet in accordance with the applicable
maintenance manual procedures.
VietJet shall classify passenger loads which are primarily made up of
military personnel, athletic teams, or children as not being in compliance
with conventional aircraft loading weight allowances.
Such unconventional passenger loads shall either require the weighing
of each individual passenger and their respective carry-on and/or hold
baggage, or alternatively, assign an appropriate weight allowance in
accordance with the provisions of AHM 510 and 514.
Process load control related information:
a) Load control agent shall closely follow the load control process and
take necessary adjustment to ensure the maximization of aircraft
load, the requirements on safety and operation.
b) The Load Control Agent shall immediately communicate to Load
Control whenever any of the following events are identified:
Page 4-3
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
1) Hold baggage, individual or cumulative weights, that exceed

normal allowances,
2) Gate delivery items, including individual or cumulative weights
exceeding normal allowances, and/or,
3) Other non-normal items that must be considered in the load
control process.
4.1.2 The Importance Of Load Control
When an aircraft is fully loaded with guests, baggage, cargo and mail,
then the aircraft will be too heavy for the engines to get it off the ground.
Improper distribution of guest, baggage, cargo, mail and fuel may affect
the balance of the aircraft.
If the aircraft is too heavy during landing, its weight may be too much for
the undercarriage.
Confining too much weight to a particular area of the aircraft may cause
structural damage. This may not be visible, but it could shorten the life
span of the aircraft.
Proper planning and load control will enable the aircraft to takeoff and
lands safely and also to maximize payload and therefore minimize cost.
The definitions in SECTION 4.2 are provided to assist operators in
having a better understanding of the terms used throughout the Weight
and Balance.
VJC is not allowed to carry DG items
4.2 WEIGHT TERMS
Basic Empty Weight Standard Basic Weight plus or minus weight
of standard item variations.
Delivery Empty Weight Manufacturer’s Empty weight, less any
shortages, plus those standard items and
operational items in aircraft at time of
delivery.
Fleet Empty weight Average Basic Empty Weight used for a fleet
or group of aircraft of the same model and
configuration.
Page 4-4
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
Guaranteed Weight Weight the manufacturer clearly defines and

guarantees, subject to contractual tolerance
and adjustment.
Dry Empty Weight Weight of structure, powerplant, furnishings,
systems and other items of equipment that
are an integral part of a particular aircraft
configuration.
Maximum Payload Maximum Zero Fuel Weight minus
Operational Empty Weight
Operational Empty Basic Empty Weight plus Operational items
Operational Items Personnel, equipment and supplies for

operation; Crew and Baggage, Manual and
Navigational Equipment, Removable service
equipment for cabin, galley and bar, Food
and beverage, including liquor, Usable fluids
other than those in useful load, Life rafts, Life
vests and emergency transmitters, Aircraft
unit load devices.
Operational Landing Wt Maximum authorized weight for landing
Operational Takeoff Wt Maximum authorized weight for take off
Payload Weight of guests, cargo and baggage
Standard basic Empty Wt Manufacturer’s Empty Weight plus
standard items
Standard Items Equipment and fluids not considered an
integral part of a particular aircraft and not a
variation for the same type of aircraft. These
items may include, but are not limited to, the
following; Unusable fuel and other unusable
fluids, Engine Oil, Toilet Fluid and Chemical,
Fire extinguishers, Pyrotechnics, Emergency
oxygen equipment, Structure in galley, buffet
and bar, Supplementary Electronic
Equipment.
Page 4-5
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
Useful Load Difference between takeoff weight and

operational Empty weight.
Zero Fuel Weight Operational Empty weight plus payload. This
weight must not exceed maximum zero fuel
weight
4.3 WEIGHT LIMITATION TERMS
Maximum Landing Weight Maximum weight for landing as limited

by aircraft strength and airworthiness
requirements.
Maximum Takeoff Weight Maximum weight at brake release as
limited by aircraft strength and
airworthiness requirements.
Maximum Taxi Weight Maximum weight for ground manoeuvre

as limited by aircraft strength and
airworthiness requirements.
Maximum Zero Fuel Weight Maximum weight allowed before usable

fuel must be loaded in the aircraft as
limited by strength and airworthiness
requirements.
4.4 LOADSHEET COMPILATION
4.4.1 General
Paper size – standardized as details following:
a) Load sheet for pax A/C: 03 destinations, A4 paper size.
b) Applied to every A/C Reg. no, A4 paper size.
c) Loading Instruction report - LIR: Applied to every A/C Reg. no, A4
paper size.
d) Load sheet and Trim sheet for Cargo A/C: N/A
Quantity and Distribution
Page 4-6
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
a) Load sheet and Trim sheet are established into 04 copies,

distributed as following:
1) 01 kept by Captain.
2) 01 kept in Flight Documents and delivered to first destination of
flight schedule.
3) 01 kept by VJ Duty Officer.
4) 01 kept for filling at Load Control Officer by GHA.
b) LIR is established into 03 copies, distributed as following:
1) 01 kept in Flight Documents and delivered to first destination of
flight schedule.
c) Load Sheet Fuel Order is established into 02 copies, distributed as
following:
4.4.2 Standards Of Displaying Information Onto Load Control’s
Documents
a) Load sheet (Form 01)
b) Trim sheet (Form 02)
c) LIR (Form 03)
d) Load Sheet Fuel Order (Form 04)
4.4.3 Coordination Procedures & Control Ground Handlings Time
No. Tasks Done by Acting point Remarks
Collect flight information, Load 01 hour prior Form 03

complete LIR, make sure control to STD
1
weight and balance staff
within limitation.
Page 4-7
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
No. Tasks Done by Acting point Remarks
Complete Load Sheet Load 45 mins prior Form 04

2 Fuel Order with estimate control to STD
zero fuel weight (EZFW) staff
Submit Load Sheet Fuel Load Soon after Form 04

Order to Cockpit Crew to Supervisor meet Cockpit
collect TOF/ TIF / EET/ or Coor Crew
3
Regulated TOW/ staff
Regulated LDW (if
applicable)
Cockpit crew checks Cockpit Soon after Form 04

EZFW, gives out fuel Crew received Load
figure, RTOW/RLDW, Sheet Fuel
number of crews (Cockpit Order
4
Crew, Cabin Crew), signs
and write down time of
above figures transferred,
by GMT.
Complete Load Sheet/ Load Soon after Form 01

Trim Sheet Control received flight
staff final figures Form 02
5
(Follow
item no. 4)
Check and Sign on Load Cockpit Soon after Form 01

Sheet/ Trim Sheet, and; Crew fully signed
6 Form 02
return to Load Control
staff
Distribute those Load Soon after Form 01

documents according to Control confirmed of
7 Form 02
concerned depts.as staff LMC (if any)
stated on item 1.2
Page 4-8
LOAD CONTROL
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 JUN 16
4.4.4 PTS
4.4.4.1 – A320
4.4.4.2 – A321
4.5 TRIM CHART COMPILATION

Done by ground handlings agents
Please see following Appendix for sample of Loadsheet and
Trimsheet
4.6 LAST MINUTE CHANGES
Last minute changes must be incorporated in the Load Message when
transmitted. But not in the main body of the Loadsheet. When there is a
Last Minute Change alters, the total number of guests on Board, the
revised total must be indicated.
Pay attention to: When a load is miscalculated or an LMC calculates
+500 kgs there by requiring a new loadsheet to be written and certified.
For LMC exceeding 500kgs, total weight must be added to LMC item to
actual Zero Weight, Take off Weight and Landing Weight and amend
them accordingly.
See appendix from sample of Loading Instruction Report – LIR,
Loadsheet and Loadmessage.
AIRCRAFT LOADING & HANDLING Page 5-1
ON THE RAMP
Iss04/Rev00
OPERATING OF AIRCRAFT
GROUND OPERATIONS DOORS & REFUELING DURING
MANUAL
TURNAROUND TIME 20 JUN 2016
5.1 OPERATING OF AIRCRAFT DOORS & REFUELING DURING

TURN-AROUND TIME ................................................................................. 2
5.1.1 Cabin access doors.............................................................. 2
5.1.2 Main deck, cargo doors and lower compartment doors .......... 3
5.1.3 Refueling during turnaround time .......................................... 3
5.2 PORTABLE WATER SERVICING & LAVATORY SERVICING ........... 8
5.2.1 General ............................................................................... 8
5.2.2 Quality standards ................................................................. 8
5.2.3 Sanitary regulations ............................................................. 8
5.3 SECURING OF LOAD ...................................................................... 9
5.3.1 Restraint of individual item in certifies aircraft holds ............... 9
5.4 HANDLING OF SPECIAL LOADS ..................................................... 9
5.4.1 General ............................................................................... 9
5.4.2 Handling of Special loads of VietJet Air ............................... 10
5.5 LOADING AIRCRAFT ..................................................................... 18
5.5.1 General ............................................................................. 18
5.5.2 Bulk load............................................................................ 20
ON THE RAMP
Iss04/Rev00
MANUAL
5.1 OPERATING OF AIRCRAFT DOORS & REFUELING DURING TURN-

AROUND TIME
5.1.1 Cabin access doors
Responsibility
a) When cabin crew is available on board, cabin access doors shall be
operated by cabin crew from inside.
b) When cabin crew isn't available on board, cabin access doors shall
be operated by specially trained and qualified ground staffs from
outside.
Signal
a) In order to prevent injury to personnel and damage to aircraft and
equipment due to misinterpretation, only the standard signals must
be used to indicate to flight attendants responsible for door
operating that:
1) Ground equipment, i.e. passenger steps, passenger loading
bridges, plane mates and galley loading vehicles, are correctly
positioned;
2) The area for the deployment of integral stairways is free from
obstruction.
b) The standard signals to be employed for this purpose are:
1) Thumb-up signal;
2) Knocking at the door.
Removal of Ground Support Equipment from Aircraft Cabin
Access Doors
a) Before removing ground support equipment from cabin access
doors, the operator shall advise the cabin crew.
b) Ground support equipment must not be removed unless a safety
device has been put across the aircraft door opening or the aircraft
door is being closed.
ON THE RAMP
Iss04/Rev00
MANUAL
5.1.2 Main deck, cargo doors and lower compartment doors

Responsibility
Main deck, cargo doors and lower compartment doors shall normally be
operated by the ground staff.
Training Requirements
a) Manually Operated Doors:
The operation of this type of door requires no special training but should
be demonstrated to the personnel concerned before they are permitted
to do so.
b) Electrically, Pneumatically or Hydraulically Operated Doors:
1) Due to the technical complexity of these doors, no person shall
be authorized to operate such doors without having received
proper theoretical and practical training by qualified staff.
2) In order to facilitate the training of the personnel concerned, it
is recommended that VietJet Air shall provide detailed
descriptions of all doors and their operation.
5.1.3 Refueling during turnaround time
Must be follow safety precautions and PTS.
Refueling units will be maneuvered with caution in the refueling areas.
Proper clearance will be maintained between the aircraft and refueling
unit.
Fueling and defueling must always be accomplished out-of-doors.
During refueling and defueling, bonding wires must be used.
In the event fuel is spilled, extra precautions should be taken to ensure
sufficient time has elapsed for complete dissipation of fumes before the
battery master switch or outside power connection is changed. Also, if
spillage is excessive and ground or ramp is covered by fuel, firefighting
apparatus should be called to clear area of fuel and fumes by flooding
area with water and/or chemicals as required. A clearance will then be
obtained from the fire department before continuing the operation.
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Extreme caution should be exercised when fueling operations are

conducted during the likelihood of lightning and electrical storms.
Consideration and requirement for the cessation of aircraft fueling when
it is determined lightning is a threat.
Prevention of damage to the fuel hose.
Fire extinguishing equipment suitable for at least initial intervention in
the event of a fuel fire is readily available, and personnel have been
trained in the use of such equipment and that procedures are in place
for quickly summoning the rescue and firefighting service in the event of
a fire or major fuel spill.
All cause of flame production, electrical spark or other, is pro-scribed
within the fire safety perimeter during refueling operations, it is
especially not allowed:
1) To operate a Ground Power Unit (GPU), the GPU must be
imperatively place outside the fire safety perimeter.
2) To connect or disconnect batteries, electrical equipment to the
aircraft.
3) To start before or after the refueling operations when it is located in
the safety perimeter. The APU is allowed to operate during
refueling.
4) To use a flash.
5) To use a mobile phone (even in stand by mode)
Technical Staff Responsibilities:
1) Upon aircraft arrival, LAE/Qualified MEC contacts flight crew to get
required fuel quantity for next flight.
2) LAE informs flight crew prior to performing refueling when
passengers are remaining on board or being embarked/
disembarked, also ensure that headset communication between
cockpit and ground is always available.
3) Qualified MEC connects headset through external panel (108VU) to
monitor refuel process.
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4) In case of abnormal or emergency case even if a fire occurring

either on or in vicinity of the aircraft, the mechanic immediately
presses ground horn to get flight crew’s attention and reports that
situation, urgently stop the refuel operation. Advise ground staff for
emergency services.
5) Technical staff co-ordinates with ground staff to control the
movement of people and tools/equipment out of the area. Restrict
all activities inside and outside the area to reduce risk of ignition in
case of fuel spillage in accordance with LMM 2.17.
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GSE approaching diagram

Fuel truck
Fuel truck movement

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Other GSE
Scale meters: Scale Feet
0 2 4 6 0 5 12 18
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5.2 PORTABLE WATER SERVICING & LAVATORY SERVICING

5.2.1 General
Portable water systems are susceptible to contamination by bacteria
and other microorganisms. All water for drinking and other personal use
made available to crew and passengers must be free from chemical
substances and micro-organisms which might cause illness in any form.
It is therefore essential that potable water is chlorinated and that
handling companies adhere to sanitary requirements.
5.2.2 Quality standards
Regardless of its origin, water destined for aircraft potable water
systems must be chlorinated. Only products approved by the local
health authority may be used for the chlorination of drinking water. Total
chlorine content at the point of filling into the aircraft must be in the
range of 3-5 ppm.
Once filled, the potable water service may only be used for aircraft
servicing after a minimum of 30 minutes, in order to allow the
chlorination agent time to react. The water should be circulated within
the service during this time to ensure thorough mixing with the
chlorination agent.
Water samples for bacteriological examination from airport water supply
systems, servicing vehicles and aircraft water systems should be
collected regularly by health authorities and airlines. Sampling should
be carried out not less than four (4) times year. The frequency may be
increased if the need arises. Bacteriological contamination of the water
must not exceed the standards established by the World Health
Organization (WHO) or those issued by the local health authority, if
these are more stringent.
If the water supplied to the aircraft is checked by the local health
authority, the results should be made available to carriers upon request.
5.2.3 Sanitary regulations
Potable water services must not be filled up from the same tap as toilet
services.
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Potable water services and toilet services mull not he parked in the
same area.
Personnel engaged in toilet servicing are not allowed to perform water
service at the same time.
Before the fill hose is connected to an aircraft; a few liters of water shall
be pumped to waste, to ensure thorough flushing of hose and nozzle.
When the hoses are not in use, all Nozzles or connectors must be
protected from contamination either by covers or by immersing them in
receptacles containing chlorinated water.
The contents of the potable water service must be drained not later than
twenty – four hours after filling.
The cleaning and disinfecting of servicing vehicles must be performed
regularly. The interior of the water tank should be scoured to remove
any deposits periodically.
The following WHO publications contain recommendation regarding
aircraft water supply:
a) WHO International Standards for Drinking Water;
b) Guide for Hygiene and Sanitation in Aviation.
The water and lavatory services are outsourced based on Ground
Handlings contract to Ground Handlings Company offered to VJC.
5.3 SECURING OF LOAD
5.3.1 Restraint of individual item in certifies aircraft holds
All individual items of load which by their nature, shape or density may
constitute a hazard, shall be restrained. Restraint can be achieved by
filling the compartment, net section.
Compartments which are filled up to three-quarters of their heights are
considered to be volumetrically full.
5.4 HANDLING OF SPECIAL LOADS
5.4.1 General
Definition
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A special load is a load which, owing to its nature or value, requires

special, attention and treatment during the process of acceptance,
storage, and transportation, loading and unloading.
General Provisions
Loads transported by air are normally exposed to vibrations and
changes in pressure, temperature and humidity. These facts must,
therefore, be taken into consideration by shippers and cargo agents
when choosing packing and labeling, and to a certain extent also by the
airline when handling the cargo.
Most special loads require a specific label in order to ensure correct
handling and loading. Those labels are shown in IATA publications and
Regulations of Company. Labels must be affixed properly so as to be
easily recognizable.
For certain types of special loads, advance bookings and arrangements
should be made, e.g. for perishables, valuables, human remains and
live animals.
Special Load - Notification to Captain
The presence of special loads on board an aircraft should be noted on
the loadsheet and load message by entering the appropriate code and
other necessary information in the "Remarks" or "SI" Box.
5.4.2 Handling of Special loads of VietJet Air
5.4.2.1 Perishable cargo:
General information
Perishable goods are those who are condition or suitability for original
purpose may deteriorate if exposed to undue changes in temperature or
humidity, or delay in carriage.
Acceptance
Perishable cargo shall only be accepted for carriage when it is
reasonable certain that it will reach its destination in good condition.
This shipper shall provide written instructions as to the maximum
acceptable duration of transportation and of any special handling
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requirements. These instructions shall be shown on the air waybill and

packages.
Prior to acceptance, the carrier shall ensure that the necessary en-route
arrangements have been made, including:
 Ensuring that the shipper is advised of the maximum time before
flight department that the carrier will accept the cargo;
 Making any necessary onward reservations;
 Ensuring that special handling facilities such as re-icing are
available and arranged for if required.
General Packing Requirements
Changes in temperature and humidity during transportation can affect
perishable goods. To reduce the risk of deterioration, the packaging
should be designed to with stand those climatic effects. The material
used should be strong enough to allow stacking.
5.4.2.2 Vegetables and Fruits
General Information:
a) Vegetables and fruits should be properly packed.
b) Different types of packages are accepted for carriage such as
wooden crates, trays, cartons bags, wicker baskets, etc. For most
vegetables and fruits, ventilation is necessary to keep them in good
condition. For this purpose, ventilation holes are generally provided
on the package.
c) Packing material should be strong enough to allow the stacking of
packages on top of each other.
d) “This Way Up” and “Perishable” labels should be affixed on all
packages.
e) Packages should be adapted to the type of vegetable or fruit
carried, e.g. a carrot gunny sack should not be used to carry
tomatoes.
f) It is essential to keep transportation time to a minimum to
guarantee freshness of vegetables and fruits on delivery.
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Loading
a) Vegetables and fruits should be stacked into bulk holds in such a
manner as to avoid crushing, which could also damage other load
and aircraft holds.
b) Heavy packages which could cause damage shall not be loaded on
top of vegetable or fruits. Vegetables and fruits shall not be loaded
in close proximity of non-cremated human remains. Foodstuff and
poisonous and infectious substances shall be loaded in accordance
with incompatibility chart in section above.
c) Vegetable or fruit consignments must not be stowed or loaded in
close proximity of live animals at any stage of the journey because
of the serious risk of contamination.
5.4.2.3 Eggs
The shippers should specify whether the eggs shipment consists of
hatching eggs or eggs for human consumption. Hatching eggs are
considered to be unencumbered fertile eggs containing a living embryo
in dormant form. A fertile egg is said to be incubated once the
incubation process has started.
General Information:
a) Eggs should be properly packed.
b) Eggs are generally packed in fiberboard or wooden boxes with
honeycombed separation trays.
c) Packing material should be strong enough to allow stacking of
parcels on top each other.
d) A “This Way Up” and a “Perishable” label should be affixed to all
packages.
e) It is essential to keep transportation time to a minimum to maintain
the eggs in good condition for delivery.
Loading
a) Should considered stacking height when building with eggs to avoid
crushing of lower packages.
b) Eggs should be stacked into bulk holds in such a manner as to
avoid crushing, which also could damage other loads or aircraft
holds.
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c) No other load shall be positioned on top of packages containing

eggs.
5.4.2.4 Flowers
General Information
a) Flowers should be properly packed.
b) Flowers are usually wrapped in protective paper and then packed in
cardboard boxes or wicker baskets.
c) Packing material should be strong enough to allow stacking of
packages on top of each other.
d) “This Way Up” and “Perishable” labels should be affixed to all
packages.
e) It is essential to keep transportation time to a minimum to
guarantee freshness on delivery.
Loading
a) Flowers should be stacked into bulk holds in such a manner as to
avoid crushing.
b) Heavy packages which could cause damage shall not be loaded on
top of flower parcels.
5.4.2.5 Wet Cargo
General Information
a) Shipments containing liquids or shipments which by their nature
may procedure liquids and which are not subject to the IATA
Dangerous Goods Regulations shall be designated as “Wet Cargo”.
b) The following types of cargo are to be considered as Wet Cargo:
 Shipments of liquids in watertight containers;
 Shipments of wet materials not packed in watertight
containers, e.g. fish or shell fish packed in wet ice, fresh or frozen
meat, wet hides and skins, etc.;
General Packing Requirements
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a) Receptacles and packages must always be securely closed and of

such construction as to prevent loss of content. Bags of sacks must
be water resistance and made tight against sifting of contents
during transportation.
b) “Non-watertight containers” must be of good quality waterproof
materials and, furthermore, be constructed to withstand stacking to
levels specified by the carrier.
General Loading Precautions
a) Aircraft’s floor and walls shall be protected by means of plastic
sheets or tarpaulins so as to retain any spillage or leakage. Edges
of plastic sheets or tarpaulins shall be turned up against the aircraft
and other cargo so as to create a basin around the shipment.
b) Wet shipment containers shall be stowed and secured in an upright
position, i.e. the closure must be at the top. Special handling
instructions (labels or imprints) attached to container, e.g. “This
Way Up” labels, shall be strictly observed.
c) If a Wet Cargo shipment is loaded in containers that are not
watertight, secondary measures must be taken to ensure that any
spillage can be contained. This can be achieved by placing and
securing the shipment in a bowl, or similar receptacle, the volume
of which is sufficient to contain any spillage. If necessary,
absorbent material, such as sawdust or similar material shall be put
in the bowl.
d) Wet Cargo stacked to several levels shall receive special attention
to avoid crushing of the lower containers especially if the container
strength is influenced by wetness or moisture.
e) Damaged packages or packages where damage can be assumed
to have occurred shall not be loaded on the aircraft, e.g. packages
with holes, indentations, traces of leakage, defective caps or
closure devices.
5.4.2.6 Meat
a) Strict hygiene conditions shall be maintained during all stages of
handling meat.
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b) Meat shall be enclosed in waterproof material and handled as Wet

Cargo.
5.4.2.7 Fresh Fish, Frozen Fish
a) Fresh Fish:
Fresh fish shall be completely enclosed in waterproof containers
and handled as Wet Cargo.
Packing Method Using Ice Bags
1) The outside container must be a wooden, Styrofoam or
corrugated fiberboard box. A waterproof polyethylene film shall
cover the inside of the box.
2) When ice cubes are used for cooling purposes, they shall be
packed in waterproof polyethylene bags, sealed with and
elastic band.
3) Fresh fish will be surrounded by ice bags and put into another
polyethylene bag securely closed and tied with and elastic
band. It is essential to let the air out of the bag before twisting
the top in order to prevent the bag from being inflated and
bursting when the pressure in the cargo compartment
decreases.
4) The shipment will then be put in the outside container and the
remaining polyethylene film pulled over the bag.
5) The cover of the outside container shall be closed and sealed
with adhesive tape and “This Way Up” labels affixed to the
outside container.
Packing Method Using Loose Ice Cubes
1) The outside container must be a wooden, Styrofoam or
corrugated fiberboard box. A waterproof polyethylene film shall
cover the inside of the box.
2) Ice cubes for cooling purposes and fresh fish will be packed
together in a waterproof polyethylene bag, sealed with an
elastic band. Air remaining in the bag shall be let out before
sealing the bag. This bag shall be packed in a second
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polyethylene bag, the top of which should be sealed in the

same way as the first one.
3) The two bags containing ice cubes and fresh fish shall be
packed in the box. The remaining polyethylene film shall cover
the shipment completely.
4) The cover of the outside container shall be closed and sealed
with adhesive tape and “This Way Up” labels affixed to the
outside container.
b) Frozen Fish
Frozen fish must be packed in Styrofoam or fiberboard with internal
paraffin lining.
5.4.2.8 Live animals
VJC does not accept to carry any live animals
5.4.2.9 Miscellaneous
Aircraft on ground (AOG)
Shipments labeled or marked AOG are aircraft spare parts required with
highest priority to rectify a technical defect which keeps an aircraft on
ground. Therefore, such shipments should be loaded in such a way that
they accessible immediately upon arrival.
The code AOG and the loading position should be entered in the
appropriate box of the loadsheet and loadmessage, e.g AOG/A.
Company mail (COM)
Unmanifested company mail is generally carried in special bags,
pouches or sacks.
Diplomatic mail (DIP)
Due to the confidential character of such shipments, special attention
may be required. Sometime they are accompanied by a courier. The
code DIP and the number of bags should be entered in the appropriate
box of the loadsheet and loadmessage.
Newspapers and Magazines:
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Newspapers and magazines are very time sensitive. Speedy

transportation is vital for that type of cargo as it will become worthless
when longer delays occur.
Valuables (VAL):
Valuable items to be pilferage and security measures have to be applied
during all phases of transportation. The security measures to be
adopted within warehouses, during aircraft loading and unloading, and
during customs clearance and ground transportation, depend entirely on
local regulation and conditions and should be arranged accordingly;
Valuables shall not be noted on the loadsheet nor on the loadmessage.
Wheelchairs
Wheelchairs carried as checked baggage should be loaded last and
unloaded first for the convenience of the passenger concerned;
Wheelchairs are fragile items and shall always be handled with care to
avoid damage.
Power-driven wheelchairs may be carried as checked baggage on
passenger aircraft, provided the following rules are complied with the
battery must be disconnected, the battery terminals shall be insulated to
prevent accidental short circuits and the battery must be securely
attached to the wheelchair.
Pre-advice telex must be sent to arrival or transit stations to make sure
that this item will be return to passenger as soon as possible. The telex
must have information about passenger's name, seat number, location
of wheelchair and battery.
Living Human Organs and Fresh Blood Plasma (LHO)
VJC does not accept to carry any live animals
Note:
VietJet Air doest not carry dangerous goods according to "Caterogy
dangerous goods" published by IATA.
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5.5 LOADING AIRCRAFT

5.5.1 General
Preparations before loading aircraft
a) To permit a methodical and speedy operation, the entire load
should be checked and pre-assembled in sequence according to
the load plan and the loading method to be used.
b) Items should not be loaded into the aircraft if:
1) Are not properly packed;
2) May cause damage to the aircraft or other load;
3) May contaminate the aircraft or other load.
c) One person only should supervise the team carrying out the loading
and offloading of the aircraft. The supervisor should instruct his
team according to the data at his disposal, (loading instructions,
load message, loadsheet, and manifest).
d) General Requirements:
1) Staff ready at sorting area with the trolley 2 hours before
aircraft departure for domestic and 3 hours before aircraft
departure for international flights.
2) Unloading staff position at bay with empty trolleys 15 minutes
before aircraft arrival.
3) Ramp Baggage Handling efficiency shall support the 30
minutes transit turn-around time.
e) Baggage Sorting (Conveyor Staff)
1) Staff must standby at designated baggage sorting area with
trolleys 02 hours before departure (domestic) and 03 hours
(international) flights.
2) Ensure correct flight number, destination and departure time.
3) Ensure the Baggage Reconciliation Chart (BRC) is used,
appropriately.
4) Fragile items to be separated from other baggage.
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5) Baggage in the trolley must not be overloaded to avoid from

falling.
6) During shift handover, please ensure any discrepancies at
conveyor to be recorded in the log book for reference and
follow up by the next shift.
f) The hold doors
1) Great care must always be taken when opening and closing
the doors, especially when they are hydraulically or electrically
operated. This duty must be performed by qualified staff.
2) During high or gusty wind conditions special precautions arc
necessary when opening hold doors.
3) Before closing the doors, ensure that the door protector nets
are installed and properly secured.
4) When both offloading and loading operations are complete, the
supervisor should ensure that all hold doors are properly
closed and secured
g) Anti-tipping procedure
1) Definition:
A critical aft centre of gravity situation which may lead to
aircraft could tip back about its main wheels with resulting
damage to the aircraft and ground equipment and possible
danger to passengers and personnel. Therefore, precautions
must be taken to eliminate this possibility.
2) Loading planning:
When planning the load distribution, sufficient load should be
allocated in the compartment forward of the centre of gravity to
obtain proper ground stability. Particular attention must be paid
to the distribution of the transit, load on multi-sector flights. The
distribution of the load remaining in the compartments at the
next station must be such that it meets above condition.
3) Loading/Off-loading:
In principle, loading should start in the forward compartments
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then the aft ones whilst off-loading should start in the aft
compartments then the forward ones; the same sequence
applies for forward and aft galleys.
4) Must be fitted a tail strut or noise wheel weights before the
loading operation commences in certain aircraft types as
recommended or required by their manufacturers and/or
carrier.
h) Technical malfunctions limiting load on aircraft.
1) Members shall adopt the following procedures whenever
technical incidents such as missing or damaged items of the
aircraft restraint system, unserviceable doors, etc. which could
limit load on aircraft are discovered:
2) Report the technical malfunction to the Captain, Company
Representative and Station Engineer for function action.
3) Adhere to any resulting load limitations according to the
VietJet’ instructions;
4) Inform the onward stations of the load limitations according to
the instructions of the carrier’s representative, if the defect
cannot be rectified before departure.
i) Preparation for Loading / Unloading
1) Ensure equipments are checked for serviceability.
2) Tag trolleys according to total units used per aircraft.
3) Ensure all baggage are tagged and loaded to the correct
trolleys.
4) Tow the trolleys with baggage from sorting area to staging area
at bay.
5) Chock the wheel of the trolleys if the baggage trolley is not
attached with break.
6) Allocate empty trolleys for unloading inbound baggage.
5.5.2 Bulk load
5.5.2.1 General:
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a) There are aircraft that do not possess a cargo or container

conveyor system. In this case the cargo is "Bulk" loaded which
means that the cargo must be loaded piece by piece and secured
using such equipment as nets, chains, rope, etc. Floor leading,
compartment and restraint limitations must be considered and each
bulk of cargo has to be treated oil its merits.
b) In this operation items of load are handed individually - in the
warehouse and baggage room, between these premises and the
aircraft, and on the aircraft. Although the percentage of goods
carried in "Bulk" decreases steadily, this method is still widely used
since practically all types of commercial aircraft have some facilities
for bulk loading.
5.5.2.2 The unloading process
a) General:
1) Commence offloading without waiting for passengers to
disembark, wherever customs and health authorities allow this
practice.
2) Always offload baggage first, before cargo items and send it as
quickly as possible to the terminal building, so that passengers
are not delayed waiting for their baggage (except impossible).
3) Check cargo and mail against the relevant documents as soon
as possible. Carry out this check at aircraft side whenever
possible and report any discrepancy at once to the supervisor,
e.g. documents without goods, or goods without documents.
4) Report also to the supervisor and the agent planning the flight
any discrepancy or suspected irregularity in the transit load,
that is, the load which remains on the aircraft for transportation
beyond your station. These irregularities may include:
5) Presence of load in compartments that should be empty;
6) Over carried goods;
7) Misrouted goods, etc.
8) The supervisor should check that all items for the station have
been removed from the holds before reloading takes place.
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b) Details:
1) Wait until the aircraft complete stop and aircraft chocks are on.
Ensure the anti collision lights and aircraft engines off before
approaching the aircraft.
2) Check arrival messages about priority bags/items to double
check if there are any baby trolleys or fragile items placed
there.
3) Correctly position the baggage trolleys with the guide of
marshaller.
4) Correctly position the baggage trolleys with the guide of
marshaller and chock the trolleys wheel.
5) Unload the baggage from the aircraft to the baggage trolleys.
6) Tow baggage trolley to conveyor belt after unloading process
complete (First bag to reach conveyor within 15 minutes)
7) Use canvas if raining
8) Ensure no baggage left in the cargo hold.
5.5.2.3 Baggage Loading Process
a) General:
1) Before starting to load, ensure that the floor, walls, and
bulkhead are in good condition and, in particular, that there are
no sharp edges likely to damage the goods.
2) Ensure that the separation nets are properly secured to
subdivide the cargo holds/compartments.
3) Leave access panels and hatches in the cabin floor free.
4) The following precautions should be observed:
 Distribute the load evenly;
 Place heavier items at the bottom;
 Stack neatly for maximum stability and maximum use of
the available volume;
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 Observe the specific instruction labels.

5) The following rules should be apply when loading aircraft:
 Endeavour to place the articles so that the labels and tags
remain visible instead of being hidden;
 Do not exceed the published floor limitations. Whenever
necessary, use spreaders.
 Use approved mechanical handling aids for heavy items;
6) After loading in the aircraft, the load must be secured in
accordance with the tie- down rules. Articles likely to cause
damage to other load or to the aircraft must be secured
individually.
7) When unable to comply with the loading instructions staff
should always advise the supervisor load agent.
b) Details
1) Tow the baggage trolleys to the aircraft.
2) Correctly position baggage trolleys with the guide of
marshaller.
3) Chock the wheels of the trolley.
4) Team Leader to plan the baggage loading into the aircraft and
indicate the cargo hold number in BRC attached to trolleys.
This is to help during the LMC offload bags process.
5.5.2.4 Baggage Loading Only
Load as per the Standard Planned Baggage Load Table below making
sure that the manufacturer’s limitations detailed in the aircraft Weight
and Balance Manual are strictly adhered to. A minimum clearance of
10cm between the top of the highest bag and the ceiling must always
exist.
If it is not possible to safely accommodate the standard planned
baggage load in Hold 4, then load the remainder of the bags in Hold 3.
5.5.2.5 Cargo/ Baggage Loading
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The standard lading will be one third in compartment 1, and the

remaining two third of the cargo/baggage in the main aft hold split
evenly between compartments 3 and 4.
The Ground Handling Agent will confirm that the bags have been loaded
in accordance with these instructions and will advise the Captain of the
load distribution via the LIR.
5.5.2.6 Loading safety
Loading personnel shall be aware of the danger posed by incorrect load
distribution. All incidents that occur shall be reported to Vietjet. Further
details regarding reporting can be found in the Safety Management Sy
stem (SMS) Manual.
Ensure baggage has no damage and are tagged.
Record the number of pieces in each hold to obtain the estimated
weight for each hold.
Inform VJC Duty Officer for the baggage/ courier load distribution.
After loading complete, ensure no left baggage before close the cargo
doors and hold compartment curtain.
Unlock wheel of trolley and move trolleys away from aircraft.
Refer Appendix 4 A320 loading instruction form
Refer Appendix 5 A321 loading instruction form
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SAFETY & SECURITY IN
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GROUND OPERATIONS
MANUAL 20 June 2016
CHAPTER 6
SAFETY & SECURITY IN GROUND HANDLING OPERATIONS
Iss04/Rev00
GROUND OPERATIONS
MANUAL 20 June 2016

Page 6-1
GROUND HANDLING OPERATIONS Iss04/Rev01
MANUAL 17 Aug 2016
6.1 SAFETY PRECAUTIONS IN AIRCRAFT HANDLING OPERATIONS 3

6.1.1 General 3
6.1.2 Operating of aircraft doors 7
6.1.3 Ground Support Equipment Operations 13
6.1.4 Chocking of Aircraft 16
6.1.5 Aircraft Loading/Unloading Operations 17
6.1.6 Aircraft Equipment 18
6.1.7 Fire Protections 18
6.1.8 Apron Marking 19
6.1.9 Adverse Weather Conditions 19
6.1.9 Refuelling With Passengers On Board 21
6.1.10 Jet engine hazards 24
6.1.11 Health & Safety 25
6.1.12 Foreign object debris (FOD) 27
6.1.13. Incident/ Accident Handling Principles 27
6.1.14 Investigation and Report Of Incident On The Ramp 31
6.1.15 Handling of Emergencies Requiring the Evacuation of an Aircraft
During Ground Handling 33
6.2 SAFETY CONSIDERATIONS FOR AIRCRAFT MOVEMENT OPERATIONS
ON THE RAMP 35
6.2.1 General 35
6.2.2 Basics principle 36
6.2.3 Pushback operation 39
6.2.4 Towing operations 41
6.2.5 Power back operations 42
6.2.6 Movement in/out of Hangar 43
6.3 RECORDING OF DAMAGE TO AIRCRAFT CAUSED BY GROUND
SUPPORT EQUIPMENT 44
6.3.1 Definitions 44
6.3.2 Method 46
Page 6-2
GROUND HANDLING OPERATIONS Iss04/Rev01
MANUAL 17 Aug 2016
6.4 AIRSIDE SAFETY INVESTIGATIONS 47

6.4.1 General 47
6.4.2 Factual information 48
6.4.3 Analysis 49
6.4.4 Conclusion and causes 49
6.4.5 Safety recommendation 49
6.5 AIRCRAFTSTAND EMERGENCY PROCEDURES 50
6.5.1 General 50
6.5.2 Emergency procedures 50
6.6 AIRSIDE SAFETY TRAINING OBJECTIVES 52
6.6.1 General 52
6.6.2 Training content 52
6.7 RAMP HANDLING AND LOADING PROCEDURES, TRAINING AND
QUALIFICATIONS 55
6.7.1 Ramp handling and loading 55
6.7.2 Training 55
6.7.3 Qualification 56
6.8 AIRCRAFT/AIRPORT SECURITY PROCEDURES 58
6.8.1 General 58
6.8.2 Aircraft and airport security 58
6.8.3 Security of baggage 64
6.8.4 Security of cargo 65
6.8.5 Aircraft and airport facilities protection 66
6.8.6 Parking – Security 71
SAFETY & SECURITY IN Page 6-3
SAFETY PRECAUTIONS IN Iss04/Rev00
GROUND OPERATIONS AIRCRAFT HANDLING
MANUAL OPERATIONS 20 June 2016
6.1 SAFETY PRECAUTIONS IN AIRCRAFT HANDLING OPERATIONS

6.1.1 General
Safety in aviation is a permanent requirement and its first
commandment. In the air and on the ground, safety first is the rule.
Airside safety rules and procedures ensure safe handling, therefore,
safety regulations should he understood and always applied on the
apron, on and around aircraft, in hangars and workshops:
a) Personnel should use appropriate prevented gloves, shoes & hats;
jewelry such as rings and bracelets should not be worn too much as
possible; long hair shall be safe secured.
b) Personnel working in the intensively noisy areas, i.e. on the apron,
maintenance lines, baggage sorting areas and etc… shall have
appropriate hearing protection items. Smoking is strictly prohibited
at any time and any where on the airport apron areas or in the
vehicles.
c) Personnel shall ensure that there is no danger during the loading an
d unloading. When moving the carts, full attention should
be paid to avoid from any injures at hands, toes, heads or shoulders
by the locks, bars etc.
d) Personnel shall wear outer garment that contains reflective material
in the night working condition to ensure maximum visibility.
Should even the slightest scratch or dent in the aircraft occur or be
noticed it must immediately be reported to permit technical evaluation.
As aircraft have to withstand very great forces at high altitudes
personnel should be made aware that even minor deformations, apart
from detracting from performance, could be the direct cause of serious
accidents.
Training of personnel in correct operating procedures and safe work
practices, with the reasons for these procedures and practices, is an
integral part of any organizations structure.
Companies enforce the application of all safety rules, procedures and
requirements in all activities connected with aircraft handling.
Ground support equipment, when driven or operated on the apron,
particularly in the vicinity of an aircraft, must be operated with great care
to avoid any hazard to personnel and/or any damage to aircraft or load.
Consideration is given to aircraft being fitted, whenever practical, with

mechanized in-plane loading systems.
General Requirements:
The vehicle operator should always ensure the following measurements are
taken before operating the vehicle:
a) The vehicle in good condition
b) The vehicle brakes are in working condition
c) The safety vest (fluorescent vest) are worn
d) If wearing the cap, ensure the ear muff are worn
e) Not hitchhiking more than allowed number of persons on per vehicle
Safety requirements for personnel and ground support equipments on the
ramp:
For safety and security of aircraft, personnel and ground support equipments,
following rules and requirements must be strictly followed:
a) Personnel
1) Only qualified personnel should be permitted to drive and operate
equipments. The equipment’s operators should be qualified on the
basic of both mental and physical test requirement (physical fitness,
visual acuity, color vision, depth perception and hearing).
2) Personnel should be trained all necessary safey IATA
recommended training program such as Ramp Safety, Dangerous
Goods, and also always carry a working permission card for
inspection if necessary.
3) Personnel shall not stand, jump or ride up and down on belt
conveyor, lifting platforms when they are raising or lowering, and
vehicles are moving on the apron.
4) Personnel on moving equipments mus be seated properly and
should keep their body within the confines of the vehicle structure
and great care has exercised when incoming or outgoing of the
aircraft access compartment doors to avoid damage and incidents.
5) Entrance or personal exit of aircraft cabins, compartments shall be
done only by using stands, steps, loading bridges or belt conveyor
and cargo loader which have been properly positioned and secured.
6) Personnel must always keep a good visibility and clearance when

moving on apron, restrain to walk across the aircraft taxi ways or
embarking and disembarking passengers, take an adequate
clearance of engine’s intake/ exhaust hazard area or propeller
dangerous are. Extreme care must be taken to avoid intake of hats,
gloves or other personal properties into aircraft engines.
7) Personnel should use appropriate prevented gloves, shoes and
hats; jewelry such as rings and bracelets should be worn too much
as possible; long hair shall be safe secured.
8) Pesonnel working in the intensively noisy areas, i.e. on the apron,
maintenance lines, baggage sorting areas and etc,. shall hve
appropriate hearing protection items. Smoking is strictly prohibited
at anytime and any where on the airport apron areas or in the
vehicles.
9) Pesonnel shall ensure that there is no danger during the loading
and unloading. When moving the containers or pallets, full attention
should be paid to avoid from any injures at hands, toes, heads or
shoulders by the locks, bars, etc.
10) Personnel shall wear outer garment that contains reflective material
in the night working condition to ensure maximum visibility.
11) Cargo operations personnel who are assigned to operate equipment
in the performance of their duties shall be trained and qualified to
operate the equipment prior to being assigned such duties.
Supervisory personnel shall be assigned the responsibility of
ensuring that such training has taken place prior to their respective
commencement of duty and shall be verified through the conduct of
periodic quality assurance audits and inspections.
b) Right of Way
All vehicle operators shall give right of way to the following; in order of
priority:
1) Aircraft;
2) Pedestrians;
3) Emergency vehicles with warning device operating;
4) Maintenance equipment in the performance of their duties;
5) Vehicles towing aircraft; and
6) Aircraft fuelling vehicles.
Speed Limit:
Unless otherwise posted, the speed limit on the road, aprons and
service areas is 25 km/h.
Vehicle Parking
a) Vehicle may only be parked at designated areas and may not be parked
at areas assigned to other vehicles.
b) It is safer and recommended for vehicles that are parked in congested
areas to be backed into the parking spot. This allows an operator to
drive away without backing into traffic. When vehicles are parked the
rotating beacon will be turned off.
Restrictions
The vehicle operators should not in any circumstances commit to any of
these followings:
a) Parking at designated No Parking Area
b) Driving without rotating beacon on and headlights on at night.
c) Exceeding the speed limit.
d) Exceeding the allowed number of person operating per vehicles.
e) Operating the vehicle without appropriate safety equipment and marking.
f) Driving over the aircraft power cable or service hoses.
g) Driving underneath the aircraft wings, fuselage or other restricted areas .
h) Overtaking a taxiing aircraft .
i) Failure to give right-of-way to passengers or other equipments .
j) Entering taxiway/runway without permission .
k) Dangerous operation of vehicle.
l) Reckless driving.
m) Impaired driving.
n) Driving without valid authorities driving permit.
o) Driving under the influence of drugs and/or alcohol.
6.1.2 Operating of aircraft doors

a) Do not operate any aircraft doors unless you have been trained and
authorized to do so.
b) Seek assistance from maintenance personel if any difficulties is
experienced during normal door operation.
c) Caution: Do not operate or leave doors open in winds exceeding those
indicated in the manufacturer’s limitations.
6.1.2.1 Cabin access doors
This section provides generic safety precautions and does not constitute
training on opening/closing of aircraft doors.
General
- When cabin crew is available on board, cabin access doors shall be
operated by cabin crew from inside. The ground staff is in charge of
access means positioning.
- When cabin crew isn't available on board, cabin access doors shall
be operated by specially trained, approved by VJ technician from
inside or outside.
- Cabin access doors shall only be in open position if there is an
appropriate boarding device positioned at the door. Cabin access
doors may not be opened without appropriate equipment positioned
at the door.
- If a cabin access door is found open without a boarding device
positioned at the door you must immediately notify a supervisor or
the airline representative.
 Do not attempt to close the cabin access door unless trained
and qualified.
 Guard the cabin access door until a qualified person is present
to close it.
Danger:
- There is a risk of falling while operating cabin doors.
- Slide deployments can be fatal. If an armed door begins to open, do
not attempt to hold the door, as you risk being seriously injured or
killed.
6.1.2.1.2 Opening Cabin Access Doors

6.1.2.1.2.1 Opening of Cabin Access Doors from Inside by Trained Crew
Ground staff should:
- Knock twice on the door from outside to indicate that a
boarding device is properly positioned outside a door to be
opened and that the door swing area is free of obstructions.
- Stand clear of the door and wait for the cabin crew to open.
- (As applicable) Assist cabin crew with moving the door to the
fully opened position and engaging the gust lock as necessary.
Cabin crew shall give a slow count of 10 to allow ground staff time
to retreat to a safe position before doors are opened.
6.1.2.1.2.2 Opening of Cabin Access Doors from Inside by Authorized and
Trained
Ground Staff
- Check that the door is disarmed.
- Check that all indicators show that it is safe to open the door.
- Check visually that a boarding device is positioned at the door.
- Open the door slowly and carefully in accordance with the
instructions and markings labeled on the door, and the
respective aircraft type specific instructions, and/or your
training.
6.1.2.1.2.3 Opening Cabin Access Doors from Outside with no
Crew/Ground Staff on Board
- Check that all indicators show that it is safe to open the door.
- Open the door slowly and carefully in accordance with the
respective aircraft type specific instructions.
- If integral airstairs (other than those permanently affixed to a
boarding door) are to be used, then slightly open the door
(ajar) until the airstairs are fully extended.
- Move the door to the fully opened position and engage the gust
lock.
6.1.2.1.3 Embarkation or Disembarkation through Cabin Access Doors

Before allowing passengers or crew embarkation or disembarkation
via a cabin access door, a member of cabin crew will check and
ensure that the boarding device is properly positioned at the door,
and if stairs or integral airstairs are to be used, that both guard rails
(if applicable) are extended.
6.1.2.1.4 Closing Cabin Access Doors
- Make sure service doors are closed immediately after servicing
is completed.
- Receive confirmation from the crew that the cabin access
door(s) may be closed for departure.
- Look for any possible obstructions around the door area and
remove them.
- Make sure the door gust lock is released and assist the person
closing the door by moving it to the ajar position.
Caution: If the cabin access door cannot be closed with the
boarding device connected, then the operation must be performed
from inside the aircraft with extra vigilance and without assistance
of ground staff outside the aircraft.
- Do not remove the boarding device from the aircraft until the
door is fully closed and locked.
- If stairs were used at a cabin access door, then retract the stair
handrails if necessary to close the door.
- Close the door slowly and carefully in accordance with the
respective aircraft type specific instructions.
- Before leaving the vicinity of the door, confirm that the door is
properly seated flush with the surrounding airframe and that
the exterior door handle is flush with the surface of the door.
- Seek assistance from aircraft maintenance personnel any time
a door malfunction occurs.
- Do not retract equipment stabilizers in advance of the cabin
door being fully closed.
- Before retracting equipment from the door, check to ensure the

maneuvering area is clear of all obstructions and personnel.
- If a passenger boarding stairs unit is used, then retract the
passenger stairs canopy. Move the equipment to its approved
parking position and engage any applicable restraints (such as
closing the door on the passenger boarding stairs opening).
- Make sure that the cabin access door and the surrounding
door frame and panels show no visible signs of damage.
Note: If damage is discovered during inspection of the cabin
access door or frame, then immediately report it to aircraft
maintenance personnel, and if available, the Pilot-in-
Command.
6.1.2.1.5 Re-Opening Cabin Access Doors
If a cabin access door is not closed properly then it must be re-
opened and re-closed.
Other situations when cabin access doors may need to be re-
opened include the following:
- Subsequent delivery of catering and/or supplies, after the
passenger boarding devices have been removed, OR
- Re-connecting of passenger boarding devices after the initial
removal.
If there is no crew on board the aircraft, follow the applicable
Opening Cabin Access Doors procedures in 6.1.2.1.2.3.
Once the cabin access door has been closed in preparation for
departure, do not attempt to re-open any aircraft door without the
authorization of the flight crew.
If you believe a door must be re-opened, you must notify the flight
crew through an open cockpit window or use the flight interphone
system.
If the crew requires a door to be re-opened, they will notify ground
staff.
Regardless of which party requested that the door be re-opened,
once the flight crew gives clearance for the door to be reopened,
follow the actions/steps in: Opening Cabin Access Doors.
If authorization to re-open the door is not granted, do not attempt to

re-open the door unless clearance given by the flight crew.
6.1.2.2 Cargo Hold Doors
6.1.2.2.1 General
6.1.2.2.1.1 Responsibility
Lower deck cargo doors and bulk compartment doors (hold 5) shall
normally be operated by the qualified ground staffs - In any case it
is the duty of the station engineer, or technician in charge to check
and ensure that compartment doors are closed and locked properly
after loading has been completed.
6.1.2.2.1.2 Training Requirements
Manually Operated Doors:
The operation of this type of door requires no special training
but should be demonstrated to the personnel concerned before
they are permitted to do so.
Electrically, Pneumatically or Hydraulically Operated Doors:
Due to the technical complexity of these doors, no person shall
be authorised to operate such doors without having received
proper theoretical and practical training by qualified staff.
6.1.2.2.2 Opening cargo hold doors
Do not operate cargo doors unless trained and authorized.
Before positioning loading equipment or any other ground support
equipment at cargo doors and opening cargo doors, perform a
visual check for any signs of damage to the doors or surrounding
areas.
If any irregularities are discovered during this visual check, report
them to aircraft maintenance personnel and, if available, the Pilot-in-
Command.
Open the cargo doors in accordance w ith the respective aircraft
type specific instructions.
Always stand apart, never in front of the door, avoid the door
suddenly opened.
Allow adequate space for door clearance to avoid equipment

obstructing the free passage of the door.
Most aircraft lower compartment cargo doors hinge upwards. Be
aware that when opening or closing cargo doors, the lower edge of
the door will swing down before going upward.
If the cargo door will not open, do not use excessive force, tools or
ground support equipment to push or pull on the door to open it.
Contact aircraft maintenance personnel for assistance.
When an aircraft arrives with a suspected fire or smoke warning in
the hold:
 A full passenger evacuation of the aircraft should be carried out
before any Hold door is opened.
 Hold door must not be opened except by a fire fighting crew
with the necessary equipment.
 Failure to obey this instruction would result in an inrush of air
into the hold which could cause the fire to erupt with explosive
force and w ith disastrous consequences if passenger or crew
is still on board the aircraft.
6.1.2.2.3 Closing cargo hold doors
Do not operate cargo doors unless you have first been trained and
authorized.
Before closing the cargo doors, ensure:
 that load restraint and door protection nets are properly fitted;
 that the cargo compartment lights have been switched off
unless required for carriage of AVI;
 that the door area including the door sill and frame are free of
gravel, water, ice and other foreign substances or obstructions;
 that the door and door frame show no visible signs of damage;
 that any damage discovered during the inspection of the cargo
doors and surrounding areas/frames is immediately reported to
aircraft maintenance personnel and the Pilot-in-Command.
Check that door lock indicators are engaged/properly set as
applicable and that the door is properly locked, handles are stowed
flush and panels are properly closed.
If a cargo compartment door is not closed properly, it must be re-

opened and reclosed.
Caution:
If a cargo door must be re-opened prior to aircraft movement,
approval from the flight crew via the ground staff responsible for the
departure must be obtained.
6.1.2.2.4 Re-Opening of cargo hold doors
If a cargo compartment door is not closed properly, it must be re-
opened and reclosed.
Once the pre-departure walkaround has taken place, do not attempt
to re-open any aircraft door without the authorization of the flight
crew.
If you believe a door must be re-opened, you must notify the flight
crew through an open cockpit window or use the flight interphone
system.
If the flight or cabin crew requires a door to be re-opened, they will
notify ground staff.
Regardless of which party requested that the door be re-opened, if
the flight crew gives clearance for the door to be reopened, follow
the actions/steps in: Opening Cabin Access Doors.
If authorization to re-open the door is not granted, do not attempt to
re-open the door unless clearance is received from the flight crew.
6.1.3 Ground Support Equipment Operations
a) The utmost caution is required to avoid any situation which might
result in damage to an aircraft whilst oil the ground.
b) Apron equipment is to be positioned behind the equipment restraint
line with the parking brakes applied prior to the arrival of the aircraft
at the parking position.
c) The passenger loading bridge is to be in the fully retracted position
prior to aircraft arrival.
d) Equipment, including passenger loading bridges must not move
towards the aircraft until it has; come to a complete stop, the
parking brakes on, chocks are positioned, engines shut down, anti-
collision beacons switched-off, and if applicable, ground/flight deck
contact established.
e) Equipment shall have parking brakes applied, with gear selector in

park or neutral when parked away from, or positioned at, the
aircraft.
f) Ground support equipment should be in good mechanical condition.
g) Equipment when approaching or leaving an aircraft should not be
driven faster than 5 km/h.
h) Attachment fittings/transfer bridges and platforms must be correctly
deployed especially in leveling process.
i) Prior to the movement of any ground support equipment a walk
around check must be made.
j) Hoses or cables on equipment must be securely stowed before the
unit is moved.
k) Elevating devices must not be driven in the elevated position except
for final positioning.
l) Baggage/cargo must not be transported on equipment not
specifically designed for that purpose.
m) Cargo should be stowed evenly, in cargo carts, with, heavy pieces
on the bottom and the center to ensure stability. All doors, gates
and curtains should be secured to prevent cargo from falling out.
n) The movement of carts/dollies by hand-operated equipment is very
simple, however, it has resulted in many injuries, and additional
care must be taken.
o) Pallets and containers are usually transported on vehicles having a
roller or castor conveyor bed, some with power. It is most important
that end locks and side guide rails be positioned at each end and
side to ensure that the load cannot roll of inadvertently. All locks and
guide rails should be checked every time before use.
p) Trains of carts/dollies tend to "drift in" or shorten turning corners.
Therefore, drivers should avoid turning prior to, or immediately after,
passing an obstacle.
q) Unserviceable equipment should be clearly tagged "Out of Service"
and immediately be sent to the repair/maintenance department.
r) When positioning equipment, special care must be exercised to
ensure adequate clearance of vehicles, aircraft, other equipment
and facilities.
s) When vision is restricted in critical areas (such as positioning certain

pieces of equipment to or backing away from and aircraft) a guide
person should be used.
t) Standard hand signals (follow regulation ground equipment of
aviation) used to must be guide ground support equipment.
u) "The guide person must be positioned so that clearances can he
accurately judged and be visible/able to communicate the signals to
the vehicle operator at all times. If visual contact with the guide
person is lost, the driver will stop immediately.
v) When electrical/motorized equipment is in operating mode, an
operator must be within easy reach of the emergency controls.
Vehicles without external emergency controls that have their
engines running, may not be left unattended in the stand area. The
operator must remain in the driving position, in control at all times.
w) Motorized equipment must make a full stop as a brake check before
entering the equipment restraint area and again before reaching the
aircraft side.
x) Protective rubber bumpers on equipment, e.g. passenger steps,
loading bridges, conveyor belts, catering trucks, must not he
compressed against the aircraft fuselage, in order to prevent
damage and to allow for aircraft setting during servicing.
y) When loading has been completed remove .all loading equipment
well clear of the aircraft.
z) Before removing ground support equipment from any aircraft cabin-
access door, the operator must advise the cabin crew. Ground
support equipment must not be removed unless a safety device has
been put across the door opening or the door is being closed.
aa) Before removing a passenger loading bridge from the aircraft, a
safety device must be put across the forward opening area of the
loading bridge platform.
bb) All equipment, except that necessary for the departure, is to be
positioned behind the equipment restraint line before the aircraft
pushback is commenced.
cc) On an open gate area, equipment must be positioned so as to allow
the clear movement of the aircraft.
6.1.4 Chocking of Aircraft

a) Chocks should be of a high visibility colour or be identified by high
visibility markings.
b) Chock should be triangular in shape, with an approximate 45" angle at
the point at which the tire makes contact.
c) The length of the chock should be such that it covers the full width of the
wheel(s) required to be chucked.
d) The height of the chock should be in relation to the size of the wheel and
the type of tire.
e) Chocks should be stored in a dedicated area so that they are not the
cause of FOD.
f) Personnel should be made aware of protrusions in the vicinity of the
wheels, such as gear doors and antennae which could cause injury;
g) Before approaching the nose wheel on an arrival aircraft to position
chocks, personnel should ensure that the aircraft has come to a
complete stop and the anti-collision lights are off.
h) When positioning chocks on all aircraft, personnel should, in order to
avoid engine ingestion, only approach the nose wheel from the direction
of the aircraft nose.
i) Chocks should be positioned both in front of and behind the nose
wheel(s), before chocks are placed at the main wheels.
j) If, due to the gear assembly, it is not possible to place chocks at the
nose wheel, aircraft brakes should be kept on until chocks are' inserted
at the main wheels.
k) Placing of chocks at the main wheels on an arriving aircraft must only be
performed after engine spool down, anti-collision lights switched off and
clearance to approach the aircraft is given by the responsible person.
l) Chocks, when positioned, should be parallel to the wheel axle and only
lightly touching the tires.
m) In the event of high wind conditions, additional checking/other measures
may have to be taken to secure thee aircraft.
n) Chocks should not he removed from an aircraft until clearance is given
by the responsible person.
6.1.5 Aircraft Loading/Unloading Operations

Special precautions must be taken to prevent damage that may result
from:
1) Exceeding aircraft floor load limitations:
2) Inadequate tie-down and failure to fasten separation nets and door
nets;
3) Loading cargo on seats in the passenger cabin;
4) Incorrect opening or closing of door and operation of cargo doors
during strong or gusty wind condition;
5) Failure to use the tail strut or nose wheel weight, if provided
6) Mishandling of catering equipment.
During loading or unloading operations there may be vertical movement
of an aircraft up or down and full allowance must be made for this
movement when ground support equipment is positioned/operated at the
aircraft.
Care must be exercised during loading and unloading operations to
avoid damage to the doors or their openings. Doorsill protection must be
installed, when provided.
When maneuvering large or heavy items within the holds, and within the
cabin in case of cargo aircraft, that are not equipped with a mechanized
in-plane loading system a moveable roller track system should be
utilized. Crowbars and similar implements should never be used directly
upon the aircraft floor.
When loading pallets or containers make sure that the edges are either
guided by the side rails or fit under the stops/locks/guides and that the
height of the pallet allows for sufficient clearance in the door opening.
Also check that the passage of the ULDs into their position is not
obstructed by stops/locks/guides.
When containers and pallets are handled manually, full control of them
should be maintained as their impact against locks and stops at high
speed can cause damage.
a) Spilling of acids or other dangerous liquids in the holds must be reported
immediately as it might result in damage to aircraft floor or wiring.
b) Any spillage on the apron, e.g. fuel, oil, hydraulic liquids, etc. must be
reported immediately and the area cleaned.
c) When a poorly packaged shipment is observed proceeds with caution.
All contents should be prevented from spilling out and causing possible
injuries.
d) It should be ensured that there is adequate clearance between the
aircraft fuselage/wing/sailplane and facility/equipment during pushback.
e) The surface of the apron should be kept clear of loose equipment or
other objects that might cause damage to aircraft or engines.
f) Prior to aircraft departure, a visual inspection must be completed to
ensure all cargo and service doors/panels are closed and locked.
6.1.6 Aircraft Equipment
Aircraft equipment such as ULD's etc. Should be regularly inspected and
kept in good condition.
Equipment in unserviceable condition, such as having rough edges,
protruding bolts, etc. should be tagged and reported to a supervisor for
maintenance attention.
In-plane loading systems should be regularly inspected and maintained
in good condition.
6.1.7 Fire Protections
The fire protection is more important than firefighting. Do not let foreign
objectives out but collect and keep to the designated bins. Immediately
report to supervisor any suspect or evidence of fire.
Any damage to the electricity wires must be immediately report.
Smokings at any areas on ramp is prohibited and in vehicles on apron
as well. Wearing shoes with metal wrapped at nose or heel or screw
attached is prohibited also.
All personnel must be familiar with the firetfighting equipments located,
fire alarms, emergency cut-off circuit-braker…at their working
areas.There is no obstacles on the way to those equipments.
If fire is in the aircraft on ramp, people in the aircraft at that time must be
informed and removed away and all current firefighting equipments in
the aircraft and on rampl will be used to fight the fire. All aircraft doors,
nose must be closed (if available).
If fire is on ground equipments, use available fire-extinguishers on

equipments or on ramp. Remove the damage equipments away from the
areas closed to the aircraft parking there. Do not operate any
equipments at the area having fuel spill.
All personel must be trained to indentify firefighting equipments and how
to use those items.
Fire Protection Restrictions
Do not
Smoking is expressly forbidden on the airside of the airport. This
includes drivers or passengers.
Any device that has an unguarded open flame is prohibited on the
airside unless specific arrangements for use have been approved by
airport authorities.
Cutting and welding on airside is not allowed, unless with express
approval from airport authorities. Cutting and welding o airside may
occur as long as the approval has been granted and the appropriate
safety procedures and precautions are adhered to.
Staff to be inform about the location of fire alarm and fire extinguishing
equipments on the airside.
6.1.8 Apron Marking
The standard apron marking, which regulated by airport responsible, shall be
observed when operating on apron.
6.1.9 Adverse Weather Conditions
a) Strong Winds
Aircraft should be appropriately secured, by using additional chocks,
anti/or setting of aircraft park brakes, and/or the tie-down of the aircraft.
Aircraft doors should be closed and secured, as appropriate. Aircraft
should be positioned into the wind and control surfaces locked, if
necessary.
Aircraft should be made to the airframe manufacturers manuals for
additional procedures applicable to aircraft type.
Ground Support Equipment should be moved away from the aircraft
vicinity and secured.
Passenger boarding bridges should be retracted, placed in the lowest

operating position and wheels secured.
ULD's should be placed on racks and secured or moved to a sheltered
area. Doors/flaps on ULD's should be in the closed and locked position.
In the event that ULD's are left on dollies, they should be restrained from
vertical movement.
b) Lighting conditions
In the event an electrical storm is detected at a distance of 5-8 km from
the airport, an ALERT should be issued to operating personnel.
Under a SHUTDOWN condition:
1) Deplaning/enplaning of passengers in an open gate area should be
stopped;
2) Aircraft fuelling should be stopped.
3) All personnel should be removed from the ramp. Personnel should
take shelter inside buildings and/or vehicles
Normal operating conditions should only be resumed after the
SHUTDOWN phase has been cancelled.
c) Aircraft handling during thunderstorm
Headset
Danger: Risk of serious injury or even death by electrical shock!
1) If a thunderstorm can be seen or heard at or near the airport, do not
wear a headset connected to the aircraft
2) Each aircraft in the electric field of this thunderstorm can build-up
static electricity. This can happen even if the thunderstorm is
several kilometers away.
3) Staff must ensure only AFT step positioned during the thunderstorm
for embarkation and disembarkation process.
4) If no any options, agreed with the Captain upon use of hand signal
for communication during the engine start-up
Fuelling
1) If the aircraft is electrically charged or hit by a lightning, fuel gases
may be lighted by electrical discharging.
2) During this event:

 Agreed with Captain, if the fuelling process shall be continued.
 If the Captain is not on board, and there is any doubt about the
safety immediately interrupt the fuelling process.
6.1.9 Refuelling With Passengers On Board
Fire safety perimeter:
While the aircraft and the fueling vehicle(s) are parked in normal fueling
position, the immediate dangerous area surrounding the aircraft and
vehicles is delimited by a fire safety perimeter.
This area is included within a curve running 3 meters around the tanks,
the refueling hoses and the out ground tanks.
In case of fuel projection or running leakage, the contaminated area will
be increased of a safety distance of 3 m, added to the fire safety
perimeter.
Unless otherwise stated, no part from this fire safety perimeter will be
positioned less than 10 m from any building.
Restrictions and limitations for the use of devices such as items that
could be a source of ignition or fire and that portable electronic devices,
e.g phones, portable radios, pagers, are only used when outside of the
fueling safety zone.
Refuelling on Normal Condition:
When refuelling is being done with passengers on board, the following
procedure must be adopted to ensure the maximum safety during the
refuelling process:
a) Crew requirement:
1) At least one Cockpit crew shall be onboard the aircraft.
2) At least half of the Cabin crew required for flight is onboard the
aircraft.
b) Passengers safety:
1) At least one main cabin door must be open with
steps/aerobridge for safe and rapid evacuation of passengers
in event of an emergency.
2) A Cabin crew must be positioned at each opened door when

attached with steps/aerobridge. All other exit maybe closed and
disarmed and the slide deployment area on the ground below is
kept clear of obstruction.
3) In the event that emergency evacuation becomes necessary
during refueling, all primary exits not provided with
steps/aerobridge should be armed and used.
4) Cabin crew to assess for safe outside condition before initiating
passenger evacuation.
c) Ramp Coordinator/ Ramp Duty Officer responsibilities:
1) Inform local authorities to deploy equipments and firefightings
staffs (based on local regulations).
2) Communicates with the flight crew or other qualified persons
onboard the aircraft;
3) Provides notification to the flight crew or other qualified
personnel onboard the aircraft and/or other appropriate
personnel engaged in aircraft ground handling activities when
fueling is about to begin and has been completed unless an
equivalent procedural means has been established to ensure
the flight and/or cabin crew are aware of fueling operations and
are in a position to effect an expeditious evacuation of the
aircraft, if necessary;
4) Provides notification to the flight crew or other qualified
personnel onboard the aircraft when a hazardous condition or
situation has been determined to exist.
d) Cockpit crew responsibilities:
1) Ensure “Fasten Seatbelt” sign is switched “OFF”.
2) Emergency light selected to “ARMED” and “No Smoking” sign
illuminated.
3) The Cockpit crew shall inform the Cabin crew the beginning
and ending of refueling process.
e) Cabin crew Responsibilities:
1) PA announcement shall be made advising passengers to be
seated, to release their seatbelt, not to use hand phones or
other electrical devices and not to smoke.
2) Ensure passenger’s seatbelt are unfastened and all portable

electrical devices been switched off.
3) No oxygen is to be administered
4) Cabin lighting set to bright
5) Ensure “No Smoking” sign is on and “Fasten Seatbelt” sign off
6) Notify the Cockpit crew/Engineering staff if fuel vapours or any
other hazards are detected in the cabin. Refueling must be
stopped until it is safe to resume.
7) Access to doors, exits and isles kept unobstructed and a Cabin
crew shall be stationed at each opened doors.
8) Carts and other service equipments shall not be positioned in
the cabin during the refueling
9) Cabin crew must be alert and prepared for an emergency
evacuation when instructed by the Captain.
10) The Captain shall give clear instructions on the exits to be used
should an evacuation become necessary.
Refuelling With One Engine Running:
The procedures/ responsibilities of duty officers or qualified staffs will be
applied same as 6.1.9.1
a) This procedure is to be applied in the event of unserviceable Auxiliary
Power Unit (APU) or ground support unit not available.
b) The Captain shall brief the Senior Cabin crew of the one engine running
transit refuelling procedure:
1) The left (No.1) will be kept running and the right (No.2) engine will be
shut down.
2) After the No.2 engine has been shutdown, the “Cabin crew disarmed
all doors and cross check” command shall be given by the Co-pilot.
3) All door shall be disarmed except Door 2R (D2R)
4) During transit, the aft service door (D2R) shall be armed and manned
by Cabin crew.
5) All passenger embarkation, disembarkation and catering activities
will be through the forward service door (D1R) with the permission of
the Captain
6) In the event the emergency evacuation becomes necessary, all

starboard (right hand side) exits to be used.
7) The port (left hand side) maybe considered to be used upon
conformation from the Cockpit crew that the (No.1) engine has been
shut down.
6.1.10 Jet engine hazards
Danger: Jet engine hazards may occur within the 4 meters radius.
Jet Exhaust
a) Jet blast can move away equipments or blow away heavy people
b) The two most important hazards of jet engine exhaust are the high
temperature and high velocity of the exhaust gases from the tail pipe.
c) Any ramp personnel are reminded to not approached the jet exhaust
without surveillance from the experts.
Jet Exhaust
Jet Intake
a) The air intake duct of operating jet engines represents an ever-present
hazard
b) It is a hazard both to personnel working near the inlet duct of the aircraft
and to the engine itself if the turn-up area around the front of the aircraft
is not kept clear of debris
c) Jet engines will “suck” anything, and they have no respect for life or limb
d) This hazard is, of course, greatest during maximum power settings
(high-power turn-up).
e) Do not in any circumstances approach the jet engine especially during
aircraft taxiing in and out of bay.
Jet Intake
6.1.11 Health & Safety
General
Before starting the duty, Ramp personnel are required to ensure the
following safety measurements are taken care:
a) Wearing company uniform.
b) Safety shoes are worn.
c) Earmuffs / earplugs is available to be worn.
d) Wear fluorescent safety vests.
e) Declaration forms are submitted.
We are recommending the Ramp personnel to wear sunglasses to
protect your eyes from over exposed to sunlight. However, this is not a
compulsory requirement.
Medical & Medication

a) Once your job is hazardous exposed, you are recommended to do
annual medical check-up.
b) If you are started on mediation, check with the doctor that this does
not affect your driving/ operating ability. E.g. Some cough medicine
can caused drowsiness.
Ears Protection
a) Jet engines produce noise capable of causing temporary as well as
permanent loss of high-frequency hearing.
b) On the flight line, noise levels can exceed 120 decibels (dB). Normal
human noise tolerance level is 90 dB.
c) When working around jet engines, you
should take the following precautions to protect your hearing:
1) Do not exceed the directed time limits on exposure to the various
sound intensities.
2) Wear the proper ear protection, such as earplugs or earmuffs.
Back & Knee Protection:
a) Your job is involves:
1) Lifting
2) Pulling
3) Pushing
b) When lifting, never lift more than you can manage. Always call for help if
the weights of baggage exceeded your tolerance level.
c) Adapt the proper baggage handling technique as follows:
On the ramp
1) Point feet towards the load to be lifted.
2) Drag/slide items to the edge of the trolley before lifting.
3) Bend knees;
4) Use two-handed lifting;
5) Hold the load close to the body;
6) Rotate the load using feet to avoid twisting the spine.
7) Bend knees to set down load. (This should involve minimum
lowering as the conveyor belt should be set to a convenient height)
8) Team handling for heavy items; and
9) The baggage trolley should be parked as close as possible to the

conveyor belt (or hold doorsill, if appropriate) to minimise the
distance, whilst allowing sufficient space to work
In The Hold
1) Pushing/sliding baggage rather than lifting.
2) Two-handed lifting.
3) Load held close to the body.
4) For handling at the hold door - kneeling on one knee with one
foot/knee pointing down the hold and the other pointing towards the
hold aperture; and,
5) For stacking baggage within the hold - kneeling on one knee with
one foot/knee pointing down the hold and the other pointing across
the hold. stack lighter items on top of heavier ones to avoid lifting
heavy bags.
6.1.12 Foreign object debris (FOD)
Any Foreign object debris (FOD) on airside can seriously damage
aircraft engines.
Engines can suck up loose objects from the tarmac or area around the
intake. That can cause costly foreign object damage (FOD) or complete
loss of the engine.
Ramp personnel must inspect the tarmac and other areas for FOD by
conducting FOD walk downs before the aircraft arrival, before starting
engines for departure and after the aircraft departed.
6.1.13. Incident/ Accident Handling Principles
BASE ON EVERY EMERGENCY RESPONSE PLAN (ERP) SET BY
EVERY AIRPORTS AND ERP OF VJC, ALL INCIDENT/ACCIDENT
HANDLINGS MUST BE REPORTED TO HEAD OF GROUND
OPERATIONS AND HEAD OF SAFETY AND SECURITY QUALITY
ASSURANCE IMMEDIATELY.
The great care must be exercised in all ground handling procedures
operating on the apron. In the event of incident /accidents that may
cause personal injury, aircraft damage or loses of other properties, the
immediate responsive actions shall be taken in regarding of handling
principles below:
a) Utmost priority must be given to ensure the personal safety as
passengers, crew, and staff.
b) Immediate actions must be taken properly and securely to
overcome incident/ accident by utilizing either local usable facilities
or other supported resources (if necessary).
As soon as possible, personnel, GSEs and other facilities should be

evacuated from incident/accident occurring areas. An incident/ accident
report must be established and submitted to VJC’s representative, the
airport authority, etc…for further actions and responsibilities.
Leakage or spillage of fuel on the apron
If any fuel leakage or flow projection of aircraft or GSEs in handling
process on the apron has been recognized, the necessary actions must
be taken:
Fuel of aircraft
a) Stop refueling, loading/unloading and other service activities in the
aircraft vicinity (if any).
b) Evacuate GSEs, goods, unauthorized personnel from a leaking
area. If necessary, the movement of the aircraft is applied.
c) As soon as possible, utilize available facilities to overcome an
incident.
d) Stop passenger embarkation if it in progress on aircraft.
e) The incident/ accident has been notified to the crew, carrier
representative, and airport authority.
f) Make an incident/ accident report as regulated.
Fuel of GSEs
a) Stop refueling, loading/unloading and other service activities in the
aircraft vicinity (if any).
b) Evacuate GSEs, goods, unauthorized personnel from a leaking
area. If necessary, the movement of the aircraft is applied.
c) As soon as possible, utilize available facilities to overcome an
incident.
d) Make an incident/ accident report as regulated.
Depend on the level, position/area of the leakage, additional actions may
be taken:
a) Stop passenger embarkation if it in progress on aircraft.
b) The incident/ accident has been notified to the crew, carrier
representative, and airport authority.
Damage, leakage and spillage of normal liquid or substances:

In the event of damage, leakage or suspected leakage/ spillage of
normal liquid or other substances which take place onto aircraft holds
or in the process of loading/unloading and that might affect the structure
of the aircraft or damage of goods or property, immediate action shall be
taken to establish the source of such leakage/spillage/damage.
Depending on the extent of contamination and/ or damage,
specialized assistance shall be requested with current local
instruction and/or the instruction of VJC. Immediate actions shall be
taken as below:
a) Cleaning all the affected areas on the aircraft, ULDs and other
GSEs in accordance with appropriate procedures.
b) Shipments of damaged, spillage ULDs or cargo to a safe position (if
applicable).
c) Limitation to the effect of damage, spillage by the appropriate
measures.
d) Notify VJC’s representative, crew or airport authority.
e) Make a detailed report with an incident original identified sources as
regulated in VJC Cargo Operations.
Incident/accident caused by GSEs onto the aircraft
When a ground incident/accident caused by collision between GSEs and
aircraft parts such as fuselage, wings or compartment doors, or among
GSEs at the service positions happens, the necessary actions must be
immediately taken:
a) Stop handling process, the real site must be kept for further
investigation purposes.
b) Notify VJC’s representative, airport authority and crew (if applicable)
c) The incident/ accident report has been distributed with concerning
photographs or site mapping.
d) The GSE with the incident/ accident shall be moved to other
appropriate location.
Incident/accident of ground support equipment
In the event that the incident/accident of GSEs has occurred at the
aircraft service position, ground handlers shall not take any repairing
work and have to quickly evacuate the incident/ accident equipment
to the other safe place except the cases of any leakage/ spillage of fuel,
hydraulic oil or other machine liquid of those equipment concerned, it
must be fixed completely before equipment removal.
Incident/ accident caused by spillage of normal goods during the

transportation
If any incident / accident caused by spillage of normal goods during the
transportation on the apron or during the loading/unloading into the
aircraft occurs, it shall be necessary to:
a) Notify immediately to VJC’s representative, airport authority ( if
applicable)
b) Repackage suitable overall configuration of goods if applicable.
c) Identify the root causes of occurred damage (if applicable).
d) A detailed report shall be made as regulated.
Apron accident occurred to personnel
If any accident has occurred in the ground handling operation at the
apron, which have associated or resulted in personal injury such as
passengers, crew members or ground staff, in order to avoid of a fatality
or serious injury of personnel, it shall be necessary that/ to:
a) The immediate medical aid must have been taken firstly to engage
injury persons.
b) A quick transportation of injury person to nearest medical centers
shall be applied.
c) Notify VJC’s representative, airport authority and cabin crew if
applicable.
d) Make an accident report as regulated.
Fire/smoke in the aircraft cabin
In the event of fire or fire/smoke suspicion in the aircraft cabin, all
passengers and/or other personnel must be quickly evacuated through
aircraft cabin doors or slides by an instructed procedure. Utilize all the
possible and available aircraft’s or ground devices to extinguish the
fire/smoke.
If necessary, the aircraft movement to the other proper position is forced
to secure other surrounding aircraft, GSEs and other properties.
Clearly identify the fire/smoke resources and relative occurrences.
Notify to the crew, carrier representative, airport authority.
The incident/accident report shall be made as regulated.
Fire in the GSEs or at the aircraft parking bay

If the fire/smoke is appeared in the GSEs or at the aircraft parking
position during the handling operation, it shall be:
a) To extinguish quickly fire/smoke by utilizing equipments /local
devices.
b) Evacuate fired/smoked the GSEs from aircraft and other facilities.
c) Determine the fire/smoke resources
d) Notify VJC’s representative, airport authority and crew (if applicable)
e) Make an incident/accident report as regulated.
6.1.14 Investigation and Report Of Incident On The Ramp
Definition:
An occurrence in ramp happens in the process of handling for the flight,
directly or indirectly, and/or affects the safety in operation in airside, and
could lead to:
a) Make danger and/or damage the aircraft
b) Damage property
c) Damage, loose cargo & mail, baggage of the flight
d) Effect on the health and/or environment
Grade of occurrence
a) Group 1: includes occurrence which leads to unsafety in ramp,
unusually happens and do not effect on structure and/or any part of
aircraft, as well as any injuries to man, such as:
1) Occurrence occurs when the aircraft collide with the ground
handling equipment, but not lead to damage/deform structure
and any part of aircraft.
2) Occurrence occurs due to the collision among facilities,
equipment on ground in handling.
3) Overflow, spillage and leakage of fuel, fluid, gas...in ramp and/
or airside
4) Burn, explosion and smoke from handling equipment in ramp.
5) Fall, spillage and breakage of the cargo in loading and delivery.

b) Group 2: includes all the type of occurrence which could lead to:
1) Damage partly or deform the structure of aircraft.
2) Occurrence which happens systematically and/or repetitively
and affects seriously on the Prestige and Brand name of VJC.
3) Occurrence seriously damages about property and/or handling
equipment and facilities.
4) Occurrence leads to injuries and/or effects on health and
environment.
Investigation and report
Occurrence in Group 1:
c) Responsibilities of investigation:
1) When occurrence happens at the airport, Station Manager shall
coordinate with the handling company, related/involved parties
to the occurrence, make investigation and determine its level
and causes, as well as propose and implement necessary
corrective actions and prevent it again.
2) The report of occurrence shall be made and stored as
regulated in item 3.6.4 by Station Manager at the airport. This
document shall be sent to functional Departments of VJC when
be required.
d) Content of the report:
1) Narrative (time, place, content, involved parties...)
2) Consequences, effects of the occurrence
3) Methods, ways to deal with, overcome and prevent and
corrective actions.
4) Results of investigation and evaluation ( if available)
5) Other information
Occurrence in Group 2:
a) Occurrence does not damage to aircraft:
Doing investigation as regulated in items above.
b) Occurrence damages to aircraft and/or injuries do as regulated of
VJC:
Doing as VJC’s current Emergency Response Plan.
MANUAL OPERATIONS 17 Aug 2016
6.1.15 Handling of Emergencies Requiring the Evacuation of an Aircraft

During Ground Handling
Introduction
In the event of an emergency situation occurring during ground handling
operations, evacuation of and aircraft may be necessary. The safety of
passengers and staff in such circumstances is of utmost importance.
The decision and method of evacuation will be depent on the
circumstances and at the discretion of the aircraft commander or
designated authority.
Scope
The scope of this part is to outline the circumstances that may require an
evacuation of the aircraft and/or the general work area.
The action guidelines specified should be read in conjunctions with the
relevant emergency plans of Vietjet/local authority’s emergency plan.
Responsibility
It is the responsibility of each agency involved in handling operations to
ensure that personel are made aware of their specific responsibilities in
the event of an emergency situation.
The service providers instruct and train their staff in the procedures that
must be enacted in emergency situations.
The procedures must clearly define responsibility for directing
passengers and staff to a safe assembly area as appropriate to the type
of emergency and the conditions at the time.
Type of emergencies
a) Aircraft fire
Notify the aircraft commander or designated authority, emergency
services and airport authority.
If directed, evacuate passengers and staff.
Attempt to extinguish the fire.
Secure the area.
MANUAL OPERATIONS 17 Aug 2016
b) Dangerous goods incident

Notify the aircraft commander or designated authority, emergency
services and airport authority.
Evacuate all persons if required.
Secure the area, isolate the consignment and identify source.
c) Security incident
Assess threat and follow the appropriate procedures.
Evacuate all persons if required.
Aircraft/equipment to be positioned as directed.
d) General items to consider
Electrical devices, portable electronic devices, camera’s including
flashes must not be used.
Restrict all vehicle movement.
Secure the area and comply with the emergency services
directions.
Control potential ignition sources.
Emergency evacuation of ground personel during handling
operations (No aircrew present)
Procedures shall be established in conjunction with local authorities’
regulations and implemented for aircraft emergency evacuation
situations.
These procedures only apply when aircrew are not on board the aircraft
and are applicable to ground personel such as engineering, cleaning,
catering, ramp etc.
Different methods of evacuation from the aircraft should be included in
the procedures, e.g. mobile stairs, loading bridge etc. Escape slides are
not intended as the primary means of exit.
Means of communicating the evacuation should be considered (radios,
audible warnings).
Staff should be trained in the evacuation procedures including periodic
evacuation drills/practices.
SAFETY CONSIDERATIONS FOR Iss04/Rev01
GROUND OPERATIONS AIRCRAFT MOVEMENT
MANUAL OPERATIONS ON THE RAMP 17 Aug 2016
6.2 SAFETY CONSIDERATIONS FOR AIRCRAFT MOVEMENT

OPERATIONS ON THE RAMP
6.2.1 General
Aircraft movement operation must be performed with extreme caution to
prevent injuries to personnel as well as to avoid damage to aircraft,
equipment and facilities. Independently of the minimum safety
requirements incorporated into the design of ground support equipment,
safety factors should be incorporated into the Standard Operating
Procedures.
Definitions:
The following definitions will apply for aircraft movement operations on
the ramp:
a) "PUSHBACK" : Moving of aircraft from parking position to taxi
position by use of specialized ground support equipment.
b) "POWERBACK": Moving of aircraft from parking position to taxi
position by use of the aircraft's engines.
c) "TOWING": Moving of aircraft, other than pushback operations,
with/without load on board by use of specialized ground support
equipment.
Inspection procedures typically ensure:
a) Surface condition of the apron is adequate to conduct aircraft
movement operations;
b) The apron is clear of items that might cause aircraft FOD;
c) Aircraft servicing doors and panels are closed and secure
(departure);
d) Power cables and loading bridge are detached (departure);
e) Equipment and vehicles are positioned clear of the aircraft
movement path;
f) Adequate clearance exists between the aircraft and facilities or fixed
obstacles along the aircraft movement path;
g) Chocks are removed from all wheels (departure).
6.2.2 Basics principle

Only those personnel trained and qualified should perform aircraft
movement operations functions. Assign a person to be "in charge" of the
operation. The person "in charge" of the operation should brief all other
personnel involved in (lie operation of their responsibilities.
Personnel should be instructed on the hazards associated with aircraft
movement operations, e.g. engine ingestion, nose wheel movement,
aircraft track, visibility.
Prior to aircraft movement, a walk around inspection of the aircraft
exterior upon arrival and at departure must be accomplished by
appropriately qualified personnel for the purpose of identifying,
documenting and, as applicable, reporting external aircraft damage.
In addition, an inspection of airside areas prior to aircraft arrival and
departure ground movement operations shall be accomplished to
include at minimum the following:
a) Surface condition of the apron is adequate to conduct aircraft
movement operations
b) The apron is clear of items that might cause aircraft FOD
c) Aircraft servicing doors and panels are closed and secure
(departure)
d) Power cables and loading bridge are detached (departure)
e) Equipment and vehicles are positioned clear of the aircraft
movement path
f) Adequate clearance exists between the aircraft and facilities or fixed
obstacles along the aircraft movement path
g) Chocks are removed from all wheels (departure)
Prior to aircraft movement personnel should ensure that all ground

support equipment is removed from the aircraft and there are adequate
clearances between the aircraft and facilities/equipment. (including
safety cones):
Mandatory Mandatory
Position
Mandatory: 04 safety cones
- 01 in the front of each engine: 01 meter distance from the engine.
- 01 at the side of each engine: 01 meter distance from the engine.
Additional: 04 safety cones (additional cones to be placed when
parked on an opening ramp adjacent to the service road).
- 01 in the front of the aircraft
- 01 in the back of the aircraft
- 02 at the wing-tip of the aircraft
Removal
a) Cones should be removed just prior to the aircraft’s departure to
ensure maximum protection of the aircraft.
b) Cones are to be stored after use in a designated area.
c) Damaged cones should be replaced immediately.
Prior to aircraft movement a visual inspection should be made to ensure
chocks are removed from all wheels and verification should be made
that power cables, loading bridges etc. are detached from the aircraft.
Only those persons required to perform operating functions should be in
the operating area. Personnel performing the functions required by the
operation should be positioned away from hazard zones
During aircraft movement the maximum nose-gear turn limits shall not
be exceeded.
Communication with the flight deck should be achieved in a manner that
eliminates the need for personnel to walk in close proximity to the
aircraft nose-gear or the tow tractor during the operation; e.g. use of
flexible cord to the tractor driver, cordless system. Provision should be
made for a back-up communication system in the event of a failure of
the primary system.
Standard hand signals should be used for manual communications.
Personnel performing marshalling or wing-walking functions should
utilize: during daytime operations both wands or mitts of a high visibility
colour and during low visibility/night operations lighted wands.
Standard operating procedures should be developed, in accordance with
airframe manufacturers' recommendations, for each type of aircraft
movement operation.
Operations conducted in poor surface/weather conditions should be
performed al low speed.
The general area of the operation should kept clear of ground support
equipment.
Prior to passengers disembarking or boarding via the rear stairs, a
ground crew member must set out an appropriate number of safety
cones/witches’ hats. The safety cone near the wing tip must be placed
approximately 1 meter outside the wing tip to prevent any potential
collision during turnaround.
6.2.3 Pushback operation

Depended on type of equipment, pushback operations will be performed
by one of three following measures:
a) Pushback by nose-gear controlled with tractor and tow bar.
b) Pushback by nose-gear controlled with towbarless tractor.
c) Pushback by main-gear controlled with Power Push Unit (P.P.U).
Nose-gear controlled (tractor and towbar)
a) The tractor and towbar/shear-pin combination should be suitable for
the operation, considering: the aircraft type and weight, the weather
conditions, the apron surface conditions.
b) The tractor should be in the appropriate drive mode prior to the
commencement of the operation.
c) Chocks should not be removed from the main-gear until the tractor
and towbar are fully secured to tote nose-gear.
d) When connecting the towbar to the aircraft's nose-gear assembly
the towbar should be detached from the tractor. When connecting
the towbar to the tractor personnel should be facing the tractor.
e) The tractor and towbar should be in-line with the centre line of the
aircraft before the pushback commences.
f) The tractor should not be unattended with its engine running.
g) Tile wheels on the towbar should be fully retracted of the ground
before the pushback commences.Personnel should not step across
the towbar whilst the pushback operation is in progress.
h) When stopping the pushback the throttle on the tractor will be
closed and brakes applied gently.
i) For aircraft no fitted with a Steering By-pass system, ensure that the
by-pass pin is correctly installed prior to connecting the towbar to
the aircraft and before pushback commences and is removed after
pushback is complete.
j) For aircraft no fitted with a Steering By-pass system, ensure that
either the steering hydraulic system is depressurized or the nose leg
steering torque lima are disconnected (as applicable).
Nose-gear controlled (with towbarless tractor)

a) The tractor should be suitable for the operation, considering: the
aircraft type and weight, the weather conditions, the apron surface
conditions.
b) Chocks should not be removed from the main-gear until the tractor
is fully secured to the nose-car.
c) The tractor should be in-line with the centre line of the aircraft
before the pushback commences.
d) For aircraft fitted with a Steering By-pass system, ensure. that the
by-pass pin is correctly installed prior to connecting the tractor to the
aircraft and before pushback commences, and is removed after
e) For aircraft not fitted with a Steering By-pass system, ensure that
steering torque links are disconnected (as applicable).
Main-gear controlled
a) Prior to connection of the unit to the aircraft a check should be
made, it normal operating distance, to ensure that the unit's remote
control system in functional.
b) When positioning the Unit oil aircraft verification should be made
that the unit is appropriately configured for the aircraft type.
c) Standard terminology should be used by the headset operator to
enable the aircraft steering function to be performed from the flight
deck, as follows:
1) "Left, left" - flight deck apply left steering
2) "Right, right" - flight deck apply right steering
3) "Steady" - flight deck hold steering in current position
4) "Reduce turn" - flight deck reduce steering angle
5) "Neutral" - flight deck place steering in neutral position
6) "Rollers arc open - standby for hand signals"
d) In the event of any equipment malfunction during pushback the
headset operator should instruct the flight deck to gently apply the
aircraft brakes.
e) At the end of the pushback the operator should verify that the rollers
arc fully open by observing the unit's indicator lights, before giving
the all-clear signal to the flight deck.
f) In the event that an emergency passenger evacuation is required
during pushback the main-gear controlled unit may have to be
removed from the aircraft so that it will not interfere with the
evacuation process.
6.2.4 Towing operations
g) Tractor and towbar
The tractor and towbar/shear-pin combination should be suitable for
conditions, the apron surface conditions.
The tractor should be in the appropriate drive mode prior to the
commencement of the operation.
Chocks should not be removed from the main-gear until the tractor
and towbar fully secured to the nose-gear.
For aircraft fitted with a Steering By-pass system, ensure that the
by-pass pin is correctly installed prior to connecting the towbar to
the aircraft and before pushback commences and is removed after
For aircraft not fitted with a Steering By-pass system, ensure that
steering torque links are disconnected (as applicable)
Prior to the commencement of any towing operation a check should
be made to ensure the aircraft is "configured" correctly for the
operation. A check should' be made that the communications link
between the tractor and the aircraft is functional. In the event that
the communications link between the tractor and the aircraft is
broken during the tow the operation should be immediately stopped.
h) Towbarless
The tractor should be suitable for the operation, considering: the
aircraft type and weight, the weather conditions, the apron surface
conditions.
Chocks should not be removed from the main-gear until the tractor
is fully secured to the nose-gear.
For aircraft fitted with a Steering By-pass system, ensure that the
by-pass pin is correctly installed prior to connecting the tractor to the
aircraft and before towing commences and is removed after towing
is complete.
For aircraft not fitted with a Steering By-pass system, ensure that
steering torque links are disconnected (as applicable)
When towing on a "down slope" the operation should be at a very
town speed to prevent the aircraft overtaking the tractor.
When towing during low visibility/night conditions the aircraft should
be adequately illuminated.
When approaching any facilities or congested areas the tractor
operator should request the guidance of wing walkers.
6.2.5 Power back operations
Power back operations should only be carried out within
limitations/approval of the respective authorities.
Ground crew should consist of a minimum of 3 persons, i.e. a marshaller
and 2 wing walkers. The marshaller is in charge of the operation.
Only wireless communication should be used for power back operations.
The marshaller engaged in power back operations should wear, in
addition to their normal personal protective equipment, protective
goggles.
In conjunction with the content of, power back operations should
conducted if any one of the following conditions exist:
a) If any member of the ground crew is not properly protected;
b) The departure gate is not approved for such operations;
c) The entire area of the operation is not adequately illuminated;
d) Visibility is restricted due to weather conditions;
e) Verbal agreement is not reached between the marshaller and the
flight deck.
To terminate a power back only the "come straight ahead" signal is to be
given to the flight deck, the "stop" signal only being given when the
aircraft has achieved forward movement
6.2.6 Movement in/out of Hangar

Only those personnel trained and qualified in the movement of aircraft
in/out hangars should perform this operation.
Adequate personnel should be assigned to the operation to ensure
clearances between the aircraft and object in the hangar.
The tractor and/or towbar/shear-pin combination should be suitable for
condition, the apron surface conditions.
Hangar doors should be opened and secured to ensure sufficient wingtip
and horizontal/vertical stabilizer clearances under all operational
conditions.
Aircraft docking systems should be removed and stowed from the path
of travel of the aircraft. Consideration should be given to the ability of the
tow tractor to maneuver in/out of the tow position inside the hangar.
RECORDING OF DAMAGE TO Iss04/Rev01
GROUND OPERATIONS AIRCRAFT CAUSED BY GROUND
MANUAL SUPPORT EQUIPMENT 17 Aug 2016
6.3 RECORDING OF DAMAGE TO AIRCRAFT CAUSED BY GROUND

SUPPORT EQUIPMENT
6.3.1 Definitions
"AIRCRAFT - SMALL CAPACITY"
(sometimes referred to "narrow-bode") designates aircraft types with one
aisle in the passenger cabin. Specifically refers to B737, B757, TU154,
IL62, MD80, A320, ATR72, Fokker70, 100…
"AIRCRAFT- HIGH CAPACITY"
(sometimes referred to "wide-body") designates aircraft types with two
aisles in the passenger cabin. Specifically refers to B747, B767, B777,
A310, A300, MD11, DC10, IL96…
"APRON ACCIDENT - PERSONS"
Any event resulting in a fatality or serious injury or a person:
a) Engaged in aircraft ground handling.
b) Passenger's in transit between aircraft and terminal facility or visa
verse.
c) Third parties not defused in a or b coming into direct contact with
part of the aircraft including parts which have become detached
from the aircraft, including: Direct exposure jet blast, Engine
ingestion.
"APRON ACCIDENT- EQUIPMENT"
Any event in which the aircraft sustains damage or structural failure
which would normally require major repair or replacement of the affected
component.
"APRON INCIDENT"
An occurrence other than an accident associated with the ground
handling operation of an aircraft or ground support equipment which
affect or could affect the safety of operations and including reported
events that have not resulted in injury or damage.
"DAMAGE RATE"
Frequency of damage to aircraft on the apron expressed in terms of
number of occurrences per 1,000 departures for one give carrier.
"DAMAGE TO AIRCRAFT ON THE APRON"

Any single occurrence causing a damage requiring repair, regardless of
who is assumed to he responsible, occurring between the time the
aircraft comes under the direction of the marsheller and the time it is
cleared for taxi under its own power for departure of the flight.
"DEPARTURE"
A departure is counted every little an aircraft takes off at a station. This
includes scheduled and non-scheduled, revenue or non-revenue,
training and ferry flights of the carrier.
"FOREIGN OBJECT DAMAGE"
Any damage caused to an aircraft on the apron, through engine
ingestion or otherwise, by a mobile object which is not a piece of ground
support equipment (except jet blast damage).
"GROUND SUPPORT EQUIPMENT"
Any piece of equipment, vehicle, facility or part of thereof, mobile, fixed
or semi-fixed, located or moving oil a passenger or cargo terminal
aircraft parking stand. It includes vehicle, load or unit load devices on
carts, dollies, transporters or fixed storages, and all parts of fixed
facilities closer than 7.5m of any part of the aircraft in its normal parking
location.
"HANDLING COMPANY"
Any company contracting with the carrier at the airport involved for one
of several sections of the IATA Standard Ground Handling Agreement.
“JET BLAST DAMAGE"
Any damage of an aircraft on the apron caused by jet blast interference
from another aircraft.
"MOTOR VEHICLE"
A non-specialized automobile vehicle used to carry passengers,
personnel or goods on the apron. It excludes any specialized vehicle
such as elevating passenger, transfer vehicle, elevating catering or
cleaning trucks, rollerised ULD transport vehicles, pick-up trucks with a
rear hitch used as ramp tractors, fueling trucks and services, Specially
equipped fire protection vehicles, etc.
"UNREPORTED DAMAGE"
Any damage found on the aircraft which was not previously reported by
another station.
6.3.2 Method
Whenever an aircraft is damaged on the apron, VietJet Air
representative at the airport (station manager) shall report the incident to
Director of Safety Security Dept, preferably using the form
recommended in APPENDIX A.
This requirement shall apply to any damage to an aircraft on the apron
caused by ground support equipment, regardless of circumstances and
assumed responsible staff, i.e. carrier staff, or handling agent, or any
other party. The report shall be established only by Vietjet Air's
representative.
The report shall indicate in its heading "Damage to Aircraft". The
following minimum information shall be included for headquarter office
recording, statistical analysis and corrective action, if required:
a) Flight number and date.
b) Aircraft type and registration.
c) Ground support equipment designation and type, or nature of
foreign object in case of foreign object damage.
d) Location and nature of damage to aircraft.
e) Known circumstances of incident or "previously Unreported
Damage" if applicable.
VieJet Air Safety Security Dept in charge shall record all reports in order
to prepare at least yearly statistical summaries. In order to establish
damage rates, the statistical summaries shall include the total number of
departures of VieJet Air at all airports served during the reference
period.
OSSR - Operational Safety and Security Report
All staff can use this form to report an air safety incident, safety hazard,
security incident or other operational issues affecting VJC.
Please refer to attachment for your information.
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AIRSIDE SAFETY
GROUND OPERATIONS
INVESTIGATIONS
MANUAL 17 Aug 2016
6.4 AIRSIDE SAFETY INVESTIGATIONS

6.4.1 General
Security and Safety Dept. Co-ordinates with concerned functional
sections to investigate the airside safety.
As a rule each incident/ accident should be thoroughly investigated. The
form of the investigation will depend on the circumstances of the
incident/ accident. General, investigation is gathering and analyzing of
factual information in order to identify root causes, therefore make
appropriate preventive measures.
In developing an investigation procedure, the following elements should
be included:
a) Gathering of factual information.
b) Analyzing the information.
c) Reaching conclusions and finding root causes.
d) Formulating safety recommendation based on the conclusions and
causes.
In most cases a review of the Ramp Incident/ Accident Form will be
sufficient to determine the root causes of an incident/ accident. However,
in some cases, further investigation of incident/ accident may be
required. A decision should be made at this time as to whether further
investigation of the incident/ accident is required.
Further investigation is suggested if one of the following situations is
present:
a) The incident resulted in the cancellation of the flight or a delay of
more than 4 hours.
b) In case where there is a threat of recurrence.
c) In case where the incident was a recurrence.
d) In case involving injuries or fatalities to passengers, crew, ground
staff and/ or third parties
e) Incidents/ accidents not investigated by state or VJC accident
investigators.
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MANUAL 17 Aug 2016
6.4.2 Factual information

Identify the circumstances leading up to the incident by:
a) Reviewing all reports pertaining to the incident. If the reports do not
contain sufficient information in order to understand how the
incident happened, request a more detailed report from those
involved;
b) Interviewing witnesses;
c) Visiting if necessary the site of the incident/ accident to confirm
reports and sketches;
d) Reviewing any photographs taken.
Identify any faults found with the equipment involved in the incident:
a) Defective maintenance;
b) Unsuitable for the task;
c) Unsafe for the task;
d) Design problem.
Check the standard or procedure to perform the task:
a) If there is a standard or written procedure for the task being
performed.
b) If the standard or procedure is published and .available to those
performing the task.
c) If there has been change of routine;
d) If there has been poor communications between the supervisor and
those, performing the talk;
e) If there is a time shortage, not enough time to complete the task.
Check the background of the personnel involved regarding the following:
a) Work experience;
b) Training;
c) Recurrent training;
d) Health problems.
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GROUND OPERATIONS
INVESTIGATIONS
MANUAL 17 Aug 2016
6.4.3 Analysis
The factual information has to be analysed in order to find the reasons
why the occurrence lead to an incident/ accident. It is important to
remember that only a small number of occurrences result in an accident.
It is therefore important that the analysis identifies the logical sequence
of events that lead to the incident/ accident. This will ensure the
identification of failures in each event or task. Once the failures have
been identified, the root causes may be found.
Each task performed in single events.
Identify any failures in the task performed (contributory factors found in
chapter V, §4 will help) in relation to written instructions.
Identify possible hazards in the performance of the task. (Hazards to
personnel and equipment)
Identify any casual links between events.
Develop a logical sequence of events that lead to the accident
supported, by factual, information.
Determine which failures contributed to the accident based on the
sequence of events.
6.4.4 Conclusion and causes
The conclusions should be consistent with the factual information and
should be based on the results of the analysis. Failures and hazards
should be identified and reasons for the accident stated. Root causes
should be listed separately for clarity.
6.4.5 Safety recommendation
Safety recommendations are made for the purpose of accident
prevention. Any safety recommendation should be based on the result of
the analysis and subsequent conclusions of the investigation. A safety
recommendation may be written either in general or specific terms in
regard to factors identified in or associated with failures identified in the
analysis.
Page 6-50
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AIRCRAFT STAND EMERGENCY
GROUND OPERATIONS
PROCEDURES
MANUAL 17 Aug 2016
6.5 AIRCRAFTSTAND EMERGENCY PROCEDURES

6.5.1 General
The purpose of this document is to ensure compliance with emergency
procedures in the event of an incident that may require the evacuation of
an aircraft Stand.
These procedures shall be read in conjunction with the relevant VietJet
Air corporation emergency plans or airport emergency plan. It is a
responsibility of each agency involved in ramp operations to ensure. that
staff are made aware of their responsibilities in the event of an
emergency. All organizations shall also instruct and train their staff in
these emergency procedures.
In the event of an evacuation the safety of passengers and staff is of
utmost importance. The decision and method of evacuation will be
dependent on the circumstances and at the discretion of the aircraft
commander or designated aircraft crew member.
Any accident, incident of dangerous goods, undeclared and misdeclared
dangerous goods must be immediately reported by telephone, email, to
Safety - Quality and Security Department, Operation Management
Centre, Ground Ops department and Cargo Division.
An officially written report shall be sent to these departments not later
than 36 hours since they happened.
All these occurrences must be reported to local authorities where they
occur in accordance with requirements of concerned authorities: All
reports must be submitted to Safety – Security and Quality Assurance
Department is in charge of making report to CAAV; or other nations’
authorities in accordance with their regulations.
Reporters are VJC’s staff delegated with responsibility of reporting
dangerous goods accidents, incidents and undeclared, misdeclared
dangerous goods or representatives of subcontractors as required.
6.5.2 Emergency procedures
Fuel spill
a) Activate Emergency fuel shut-off.
b) Fueling is stopped and that appropriate ground response personnel
or airport fire services are summoned.
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GROUND OPERATIONS
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MANUAL 17 Aug 2016
c) Notify the Aircraft Commander, Emergency services and Airport

Authority.
d) Evacuate all persons, if required.
e) Secure the area.
Aircraft fire
a) Notify the Aircraft Commander, Emergency services and Airport
Authority.
b) If directed, evacuate passengers and staff.
c) Attempt to extinguish the fire.
d) Secure the area.
Dangerous goods:
a) Notify the Aircraft Commander, Emergency services and Airport
Authority.
b) If directed, evacuate passengers and staff.
c) Secure the area, separate packages.
Security incident:
a) Assess threat and follow the appropriate procedures.
b) Evacuate all persons if required.
c) Aircraft/ equipment to be positioned as directed.
General items to consider:
a) Electrical devices, portable radios, mobile telephones, camera's
including flashes must not be use.
b) All vehicle movement.
c) Secure the area and comply with the emergency services
directions.
d) Potential ignition sources.
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AIRSIDE SAFETY TRAINING
GROUND OPERATIONS
OBJECTIVES
MANUAL 17 Aug 2016
6.6 AIRSIDE SAFETY TRAINING OBJECTIVES

6.6.1 General
In order to ensure safety in operation, establish minimum Airside Safety
training requirements in the training of personnel from all departments
involved in airside activities.
The objectives of Airside Safety training is to transfer knowledge, to
promote safety awareness and to help airside workers and their
management become familiar with airside safety procedures by learning
to recognize and correct safety hazards in the airport environment. This
will in turn lead to a safe and efficient operation, whilst also achieving a
sub-objective of protection and prevention.
Ground handling personnel assigned to perform ground handling duties,
to include operation of ground support equipment, shall complete initial
and recurrent airside safety training.
Station management personnel shall ensure that required personnel
training takes place within the required period of time and maintain the
respective training records. Periodic station quality assurance audits
and inspections shall be conducted of all station ground handling
personnel in order to validate that required training has taken place.
6.6.2 Training content
Airside safety
a) Aimed at: Personnel from all departments involved in airside
activities that require a basic foundation in Airside safety.
b) Course content:
1) Safety awareness:
+ The objectives of airside safety training.
+ History of Airside safety.
+ Creating a safety culture.
2) Human behavior:
+ Motivation, attitude and team work.
+ Factor awareness.
+ Communication skills.
+ Stress at work.
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MANUAL 17 Aug 2016
3) Procedures and Regulations:

+ Regulations (VAR OPSI, ...).
+ Standard Operating Procedures (SOPS).
+ Airport airside safety regulations and procedures.
+ Daily Operating Procedures on ramp.
+ Emergency handlings.
4) Accidents and Incidents:
+ Accident causes.
+ Accident to passengers.
+ Accident to personnel.
+ Damage to aircraft.
+ Damage to ground equipment and vehicle.
+ Accident and incident reporting.
+ The real cost of accidents (direct/ indirect costs)
5) Personnel Protection:
+ Working clothes (Hi-Vis clothing).
+ Lifting.
+ Jet engine hazards (jet intake, jet exhaust, thrust reverses).
+ Propeller driven aircraft and helicopters. Aerials and other
protrusions.
6) Hazards
+ Dangerous goods and their safe handling.
+ The effects of drugs and alcohol abuse.
+ Securing of aircraft and wheel shocking.
+ Docking systems.
+ Aircraft loading.
+ Fuelling al the airside and fuel spills.
7) - Driving:
+ Driver licensing and condition of vehicle.
+ Serviceability and inspection of vehicle.
+ "Ramp rage".
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OBJECTIVES
MANUAL 17 Aug 2016
8)Clean up
+ FOD.
+ Vehicle cab clean-up.
+ Airside area clean-up.
+ Food refuses clean-up.
9) Fire:
+ Fire hazards.
+ Fire prevention.
+ Different types of fires and extinguishers.
+ Wheel fire.
+ Smoke and fire warnings in aircraft holds.
+ Fire in unattended aircraft.
10) Airside Markings;
11) Hand Signals;
c) Course duration: 5 days.
Management of airside safety
a) Aimed at: Managers and heads of departments who have a direct
responsibility for airside safety.
b) Course content:
1) Safety Awareness;
2) Airside Safety Management;
3) Human behavior;
4) Procedures and Regulations:
5) Accidents and Incidents; Safety Audits;
6) Introduction to Ground Damage Investigation;
7) Training;
8) Case study.
c) Course duration: 1 day.
RAMP HANDLING AND LOADING Iss04/Rev01
GROUND OPERATIONS PROCEDURES, TRAINING AND
MANUAL QUALIFICATIONS 17 Aug 2016
6.7 RAMP HANDLING AND LOADING PROCEDURES, TRAINING AND

QUALIFICATIONS
6.7.1 Ramp handling and loading
To ensure the safety and operational requirements and for the efficient
utilisation of load, regulation on load control is to be established by VJC
and applicable to VJC’s flights.
Assembly of load in bulk
Efficient management of resources, such as personal, loading and
servicing equipment, etc
Loading/ off-loading of aircraft according to written loading instructions
report.
Catering requirements and cabin appearance.
Co-ordination between carriers departments/ functions involved in
handling of the aircraft at departure and arrival
Loading Supervision & Guidance:
a) Obtain LIR.
b) Check compartment conditions: restraints, nets, ...
c) Ensure lashing / load spreading is correct.
d) Check to prevent dangerous goods from being inadvertently carried
or loaded onto the aircraft.
e) Ensure no dangerous goods loaded.
f) Ensure loading and stow of load conform to loading
instruction/report.
g) Upon completion of loading, confirmation or advice of deviations to
the load control agent.
6.7.2 Training
In order to ensure safety and efficient handling on the ramp, certain
minimum requirements shall be recognized in the training of personal
engaged supervising of ramp handling and loading functions. They shall:
a) Be assessed, on recruitment, on their ability to do simple arithmetic
accurately, neatly and quickly.
b) Have completed training and qualified in load control functions.
Consequently, and depending of the functions to be performed, they

shall have a good knowledge of:
a) Principles of aircraft loading.
b) Positioning and operation of loading and servicing equipment.
c) Requirements for fuelling with passengers on hoard.
d) Passenger embarkation/ disembarkation procedure.
e) Ramp safety.
f) Standards of aircraft cleaning, toilet and fresh water servicing.
g) Special load procedures - loads requiring special attention.
h) Loading incompatibilities.
i) Movement control (aircraft movement message, delay code)
j) Operation of aircraft loading systems
k) Security regulations.
l) Consequences of malfunctions of loading systems.
m) Operations of loading system.
n) Identification consequences of malfunctions of loading systems, e.g.
in operating pallet lock.
o) Captain's briefing of load being carried.
p) Precision timing schedules.
6.7.3 Qualification
Assessed:
In order to demonstrate their competency to fulfill ramp handling and
loading functions/ supervisory personal shall be assessed for each
aircraft type or groups of similar types/ models as defined by the
Member airlines, as follows:
a) Ramp handling supervisory personal shall complete an examination
of the theoretical aspects of ramp handling and loading;
b) Cargo handling and loading personal shall complete an examination
of the theoretical aspects of applicable subjects.
c) After successful examination, complete a satisfactory period of
practical training in the field under supervision of qualified
personnel.
Qualified:
After completion of the above, and subject to final assessment,
personnel may be considered as qualified to fulfill:
a) For ramp handling supervisory personnel - the ramp handling duties
for the aircraft types concerned.
b) For cargo handling and loading personnel - duties concerned.
Efficient:
Personnel shall be continuously updated and re-assessed at regular
intervals. Such intervals shall not be less than once (01) in any three
(03) year period.
* Please see Chapter IX – Training for more information.
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AIRCRAFT/AIRPORT SECURITY
GROUND OPERATIONS
PROCEDURES
MANUAL 17 Aug 2016
6.8 AIRCRAFT/AIRPORT SECURITY PROCEDURES

6.8.1 General
This procedure is provided and duties and responsibilities clearly
identified, in order to ensure security for all flight of VJC.
These procedures are developed from the requirements contained in tile
IATA Security Manual. Procedures as recommended in the manuals
should be co-ordinate with the relevant airport authority. These
procedures are written to meet airline/ handling company requirements
and are designed to run parallel to, and in conjunction with, airport
authority procedures. However, if there are differences between written
procedures and airport authority procedures, the airport authority
procedures must be followed. All differences should be reported to
Safety Security Dept. - VJC to take proper countermeasure.
6.8.2 Aircraft and airport security
It should be ensured that anti-sabotage programmed provide for
preventive measures to be taken into the following areas:
a) Aircraft ground security.
b) Baggage security.
c) Cargo and mail security.
General principles:
The following eight points are a declaration of the recommended security
standards for international airports. Optimum cost-effective
implementation of these recommended security standards will depend
upon local circumstances.
a) An airport security program, security committee, security training
program, and contingency plan is established and that resources
are available to safeguard international airports and associated
ground facilities against acts of unlawful interference.
b) Only authorized officers, suitably trained and equipped, conduct
patrols and are readily available to assist in dealing with suspected,
or actual, cases of unlawful interference.
c) A sterile area is established for the boarding of all flights.
Passengers and their hand baggage are screened prior entering
this area. All other persons and items entering this sterile area must
be authorized and subject to security control.
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MANUAL 17 Aug 2016
d) Direct and discreet communication systems link the passenger

screening points and other access control points to an airport
control center capable of quickly responding in suspect, or actual,
cases of unlawful interference.
e) Areas of restricted access are adequately enclosed and clearly
marked with signs prevent entry of unauthorized persons or
vehicles. Positive airport identification should be checked before
entry and worn at all times within the restricted areas
f) Physical barriers arc installed separating public areas from all
cargo, baggage, mail, stores, operator's supplies and catering
intended to be carried on an aircraft. Facilities should be available to
enable these items to be security screened as necessary.
g) Aircraft parking areas are controlled, patrolled and well illuminated.
All public view points overlooking aircraft parking areas are security
controlled to protect against acts of unlawful interference.
h) The architectural requirement necessary for the implementation of
international civil aviation security measures, are integrated into the
design and construction of new facilities and alterations to existing
airports.
Definitions:
"NORMAL": Standard daily operations.
"EXTREME": Security alert advice, applicable to an airport, aircraft/
flight, route or airline.
Passenger (Processing):
It is recommended that under normal conditions following actions
are taken:
a) All passengers are screened to eliminate a danger.
b) Briefing of escorts with prisoners and mentally ill persons, to
ensure they know what to do in the event of an emergency.
c) In-flight and transit security procedures to be checked.
d) Staffs must be qualified about training to indentify and control
when there is hijacker or under of checking type of this
passenger.
e) Check boarding pass including the transit ones and cabin bag
tags.
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MANUAL 17 Aug 2016
It is recommended that antler extreme conditions the following

actions are taken:
a) Keep passengers under surveillance between check-in point
and boarding gate.
b) Consider boarding passengers though out aircraft door only, to
surveillance.
c) Identify passengers by cross check with passport or other
acceptable ID document, at the boarding gate, transit and
interline passengers to be included.
d) Mark passengers name on boarding pass to enable cross
check to be made as above.
e) If passenger head count is at variance with boarding passes
issued, or with passenger coupons lifted, resolve before aircraft
departure.
f) Segregate interlines and joining passengers from through
passengers and check at gate on reboarding.
g) Institute system of identification to defeat "gate no-show"
passengers.
h) Where passengers are disembarking at transit stops, through
passengers should also be disembarking to facilitate search of
aircraft after cleaning.
i) If a suspect is refused carriage other operators at that airport to
be advised accordingly.
Baggage:
It is recommended that under normal conditions the following
actions are taken:
a) Screening of all baggage.
b) Ensure security of baggage tags.
c) Review all procedures for acceptance and carriage of baggage,
for potential security weakness.
d) Advise passengers to lock and identify baggage.
e) Ensure that all baggage boarded (except expedite baggage)
belongs to passengers who are traveling on the flight.
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It is recommended that under extreme conditions the following

actions are taken:
a) Inspect contents of hand baggage (authorized under conditions
of carriage).
b) Search all baggage including interline, or inspect by X-Ray or
other devices and do not permit cabin baggage or other items
to be brought on board without search.
c) Seals all bags at time of acceptance.
d) Do not permit last minute cabin baggage or other items, to be
brought on board without search.
e) Crew baggage checked for sabotage devices.
6.8.2.5- Weapons
a) No firearms, except those carried by authorized persons,
allowed in passenger cabins.
b) Passenger' attention should be drawn to regulations concerning
carriage of restricted articles, including guns, by means of
prominently displayed notices, or other means.
6.8.2.6 Cargo and mail (including Expedite Baggage)
It is recommended that under normal conditions the follow actions
are taken:
a) Search or screen of all cargo and mail.
b) Review restricted articles regulations for potential security
weaknesses.
c) Consider use of closed circuit TV systems for surveillance of
cargo and maintenance areas.
d) Request fullest co-operation from postal authorities in
screening of mail, by carriers through national governments, by
IATA through UPIJ.
actions arc taken:
a) Refuse unaccompanied and "Expedite" baggage unless it can
be searched.
b) Accept cargo only after strict precautionary measures, included
search, decompression or time delay.
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MANUAL 17 Aug 2016
c) Accept only parcels and letter packet mail which has been
certified as harmless by national postal authorities.
d) All cargo and mail must be screened by X-Ray equipment or
examined.
6.8.2.7 Company stores (including Catering and Duty free):
It is recommended that under normal conditions the following
actions are taken:
a) Inspect catering supplies at kitchen.
b) Ensure in-flight stores made up under supervision.
c) Identify all company stores before being placed onboard.
actions are taken:
a) Inspect and seal catering supplies at kitchen and escort to
aircraft.
b) Refuse last-minute adjustments unless inspected.
c) Extend above precautions to all Vietjet Air's stores.
d) When duty free goods purchased by passengers are delivered
at the aircraft side, such packages must be inspected before
loading.
Protection of aircraft on ground (turn-arround and night stop)
It is recommended that the following guidance material be
followed to protect aircraft while on the ground.
1) Particular attention should be paid to un-recognized/
unauthorized persons at all facilities, but particular on
ramps, in terminals, hangars.
2) Persons observed under conditions which may indicate
that they are not authorized in the area should be
challenged and if their presence call not be satisfactorily
explained, should be reported to the appropriate local
authority.
3) Aircraft should not be left unattended in areas accessible
to the public.
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MANUAL 17 Aug 2016
4) When no one is on board, the doors of parked aircraft

should be closed and locked and any steps removed.
5) If an aircraft is left at boarding gates, ramps the aircraft
doors should be locked when it is unattended.
6) Aircraft interiors should be search prior to the boarding of
passengers glut immediately after the deplaning of
passengers at termination point. Suspicious articles should
be brought to the attention of the appropriate local
authority.
7) Available outside lighting should be utilized during hours of
darkness to dissuade and detect unauthorized intrusions to
properties, parked aircraft and vehicles.
Under extreme conditions consideration should be give to
guarding the aircraft.
1) Parking should be sought on a tarmac parking apron
located within the air operating area. The apron should be
separated from public access areas by structures, wall or
fences of sufficient height and construction to protect the
aircraft and air operating area from intrusion by
trespassers.
2) The apron should be isolated enough from the public areas
to preclude damage aircraft that aright result from thrown
objects.
3) There should be sufficient distance from roadways or
apron areas on which there is appreciable vehicular traffic
which might endanger the aircraft.
4) There should be a clear line of vision between the parked
aircraft and ground control tower.
5) There should be sufficient lighting to view the aircraft from
the tower end a roving patrol covering the parking areas to
ensure protection for unattended aircraft, both night and
day.
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6.8.3 Security of baggage

Passenger Check-in
a) Ensure all bags have a passenger identify label attached-providing
it where necessary.
b) Tag baggage through to final destination indicated on ticket, taking
special care to provide for interlines transfer when required, at
intermediate points.
c) Remind passenger to lock luggage.
d) Remind passenger to carry valuables onto the aircraft instead of
leaving these in checked baggage.
e) Remove old tags and cover or obliterate old labels, leaving no doubt
as to where bag is currently destined.
f) Refuse bags, packages or other containers which are not suitable
far secure carriage as checked baggage.
Baggage make-up areas (Including Transfer Baggage)
a) Make-up or sorting area should be under the supervision of a senior
supervisor at all time. This area should be of open plan layout,
avoiding any unsighted corners and well illuminated.
b) Surveillance by closed circuit television is recommended.
c) Access to the make-up area should be strictly controlled and when
not operation should be locked or adequately policed.
d) Supervisors should carry out regular inspection of baggage on
hand.
Ramp and staging areas
a) Where possible, load baggage into containers at make-up area and
thence into aircraft.
b) Retain baggage in make-up area, moving it to planeside no earlier
than necessary.
c) Keep ground route from make-up area to plan side as short as
possible and well illuminated.
d) Transfer baggage in suitable trucks and discourage overloading.
e) Ramp agent or supervisor should always view compartment into
which baggage is being loaded, and keep constant observation
during loading operations.
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f) Before hatch is closed, Ramp Agent should- observe state of

baggage and report any damage or pilferage.
Baggage claim areas:
a) Posters urging passengers to be certain they are taking their own
baggage.
b) Unclaimed bags must be promptly removed by carrier's staff to
secure area.
6.8.4 Security of cargo
General
a) It is recommended that cargo handling should be closely
supervised and consignments securely stored.
b) In order to minimize the risk of unlawful interference with cargo
shipments and/ or associated documentation, specific
procedures should be developed for individual airport/ cargo
terminal complexes. A flow chart should be used to ensure all
aspects of the security and associated documentation are
covered.
c) Permit no one inside restricted area without authorisation.
Authorized visitors may enter restricted area only if
accompanied by an employee.
Cargo terminal
a) All doors are equipped with adequate locks, supplemented by
dead bolts in the case of side doors, rear exits, etc.
b) Other possible access points to the premises, such as
windows, sky lights, ventilators, basement windows, etc... are
protected by bars or grills.
c) The installation of an audible burglar alarm system should be
considered.
d) Do not be deterred from instilling bars or grills on windows, etc.
for the sake of appearances; they provide additional security
and can be designed mid installed so that they will not detract
from the office decor. Ensure that there is good night lighting of
all potential points of illegal entry to your agency.
e) Ensure the staff have clear instructions regarding the securing
of doors and activating of alarm systems when premises are
not manned. Make certain that there is an adequate control of
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all existing keys. Make certain that the locking devices do not
have serial numbers exposed to normal view and if necessary
obliterate them.
f) Clearly define reception, delivery and other restricted areas.
These areas must be clearly identified by suitable notices
g) Every cargo terminal must have a safe, vault or security cage
for the safekeeping of high value cargo.
Cargo handling:
a) Security in all aspects, not only security of valuable cargo, but
reducing to a
minimum the possibilities of damage, pilferage and mishandling
of all cargo.
b) Segregation of, and suitable storage for, special types of cargo
such as dangerous goods, livestock, perishables, vulnerable
cargo.
6.8.4.4- Ramp:
- Where trucking of cargo between terminal and the aircraft loading
areas is required, vehicles should be fully enclosed and preferably
locked and sealed.
- Cargo should always be moved over prescribed routes and to an
established schedule - deviations or unauthorized stops en route must
be prohibited.
6.8.5 Aircraft and airport facilities protection
Aircraft protection:
Classification:
Threats may be classified two categories.
a) Specific Threat:
A threat may be classed as specific if the following factors are
present:
1) The airline is identified.
2) A specific flight is mentioned.
3) The exact date and/ or tune are stated.
4) The origin and/ or destination of the flight are given.
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5) A telephone threat received at other than the airline's published

information or reservations number may be an additional factor.
b) Non-specific Threat:
A threat may be classed as non-specific if the information given
contains the following factors:
1) The airline is not identified.
2) The flight is not specified.
3) Neither the date nor time is mentioned
4) The threat is general in nature.
Receipt of threats:
Threats are received in the following manner by telephone or in person.
a) Telephone Threat.
1) The person receiving a telephone threat should: Write the exact
wording of the threatening message. Repeat the message to
the caller and ask for confirmation.
2) Information received by telephone can be classified as:
3) Initial information: the exact message volunteered by the caller
before any discussion or interruption.
4) Supplementary information: other information gathered from the
caller as the result of questioning, and extended conversation.
5) Evaluation as to the seriousness of a threat should generally be
based on the initial information only. Caution must be exercised
in using supplementary information often lacks objectivity.
b) Threats Received in Person.
1) Direct:
The individual making the threat must be evaluated by the
person receiving it, in order that the validity of the threat may be
determined. Factors which should be considered in the
evaluation of an individual include disgruntled passenger,
whether under the influence of alcohol or drugs and threat
made in a facetious or joking manner.
2) Indirect:
Information received from a person other than the person
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actually making the threat should be evaluated in the same

manner as a telephone threat, or a threat received in person,
directly. The person supplying the information should be
identified and his credibility assessed.
3) Written Threats:
A written threat should be considered as initial information and
should be evaluate in the same way as a telephoned threat.
Evaluating Bomb Threats
Responsibility for evaluating bomb threats, whether the aircraft
concerned is on the ground or in flight, shall be clearly assigned by
carrier' policy. Adherence to carriers' requirements for notification
and evaluation is essential.
Guidelines when action required - aircraft on ground.
Notifications:
Notify airport and other authorities as required by local regulations.
Notify aircraft Captain.
Handling of Passengers, Baggage and Cargo:
Disembark passengers with their cabin baggage.
Remove checked baggage, mail and cargo.
Return mail and postal authorities.
Return cargo to freight terminal for identification, search or isolation.
Passengers should identify their baggage and confirm that it
contains nothing dangerous - thereafter, this baggage may be
reloading without search.
Passengers should be asked to surrender for inspection any item in
their possession, such as gifts and parcels carried for others, the
contents of which are unknown to them.
Unaccompanied baggage shall be removed and isolated or
searched.
Aircraft search procedure:
The search is designed to find any article which does not belong in
the aircraft or is not part of its integral equipment.
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The search should be confined to those areas of the aircraft to

which passengers and their baggage could have had access. These
areas are the cabin, baggage and cargo storage areas, and may
also include the flight deck
Searches should be conducted systematically by staff familiar with
the aircraft.
Where possible, searches should be divided into teams, provided
with checklists and assigned to specific areas of the aircraft.
Check List must be provided by VJC.
Guidelines when action required - aircraft in flight.
Notifications:
Notify aircraft captain and furnish him with the evaluation of the
threat based upon the established criteria.
Notify airport and other authorities as required by local regulations.
Action:
The decision to return or to divert the aircraft is solely the
responsibility of the captain
And if either of these is made, then the procedures shall follow the
previously detailed for aircraft on the ground.
If the captain elects to continue to his scheduled flight termination
point, the bomb threat alert should be considered cancelled once
the aircraft has landed.
Airport facilities protection
Immediate action by the person receiving the call.
Attempt to keep the caller talking as long as possible, the longer the
conversation the more it is possible to learn about the caller.
Record or write down the exact words which the caller uses. This
should be done whilst the conversation is taking place or
immediately afterwards
Pay particular attention to any background noise which may be help
in assessing the threat, also make note of any accent or
peculiarities of speech, together wish other obvious factors such as
sex and age of caller.
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Make every attempt to have the call traced by the telephone

company whilst engaging the caller in conversation. A clear-cut plan
of action should be agreed in advance with the telephone company
so that tracing procedures may be put into immediate effect.
After the call finised, the person receiving the call must imediately
contact Security Director who authorized to take actions on those
problems.
Action by management:
A list of members of management responsible for evaluating bomb
threat calls and deciding upon action to be taken should be
developed and made available to all personnel. Compilation of the
list should take into account that such calls may be received at any
hour of the day or night.
Upon receiving details of a bomb threat call, responsible
management should immediately evaluate the threat based upon
his knowledge of local circumstances and other relevant factors and
decide whether to evacuate the premises or to initiate a search
without evacuation.
After evaluation and immediately after decision has been reached,
the local police and other authorities should be notified.
Other interested department/ personnel should he kept advised of
the situation.
Evacuation and search.
a) Evacuation.
An evacuation plan should be developed for each building and
facility. 'The evacuation plan should be tailored to meet and heeds
of each individual facility, and copies should be made freely
available to all staff employed therein.
The object of the evacuation plan is to get people out of a building
with the utmost speed but without any undue panic or disorder.
Responsible supervisory personnel should be detailed to ensure
that each individual section is cleared of personnel.
b) Search
A check list should be developed, tailored to the needs of each
individual facility and sections of the list should be assigned to
responsible personnel.
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Employees who regularly work in a given area will be better able to

identify a foreign object than staff that is unfamiliar with the area in
question.
Any foreign objects found during the search should not be touched
but should be made the subject of an immediate report to the
appropriate supervisory or management personnel.
6.8.6 Parking – Security
Security
Whilst VJ’s aircraft are unattended during turn-rounds the aircraft must
protected from unauthorised access by steps and aerobridge being
moved away from the aircraft. In addition to the above measure
authorised personel may security seal doors and hatches on night stops.
Agents should not break seals unless authorised by VJ’s Operations or
the aircraft commander.
If any unauthorised person(s) are believed to have accessed the aircraft
or found in the immediate vicinity of the aircraft, VJ’s Operations and the
Commander must be informed prior to departure as to assess the level
of security check to be employed prior to departure.
Night Stops
If the aircraft is parked for a night stop or otherwise left unattended, all
doors shall be locked, sealed or alarmed, aerobridge disconnected
and/or stairs removed. If unauthorised access has been established, this
must be reported to operations and the aircraft must be screened prior to
departure.
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COOPERATION HANDLING Page 7-1
PROCEDURES AT VIETJET AIR
Iss04/Rev00
GROUND OPERATIONS VIETJET AIR STATION
MANUAL MANAGER’S RESPONSINILITIES 20 JUN 16
7.1 GENERAL ........................................................................................ 2

7.2 PRINCIPLES. ................................................................................... 2
7.3 DEPARTURE COORDINATION PROCEDURE ................................. 3
7.3.1 Preparation .......................................................................... 3
7.3.2 Performance ........................................................................ 4
7.4 COORDINATOR PROFESSIONAL REQUIREMENT ......................... 6
7.5 VIETJET AIR STATION MANAGER’S RESPONSIBILITIES ............... 6
Iss04/Rev00
7.1 GENERAL
This Stipulation is established in order to define the basic requirements
on handling coordination of VJC flight on the ramp and to position the
possibilities of handling units during the turnaround to continuously
ensure smooth ground handling and allowing on-time departure.
The departure coordination efficiency to ensure on-time departure must
be the station's primary objective immediately after safety. The departure
coordination function consists in insuring that, on each flight:
a) The various necessary tasks begin and end in due time to allow on
time departure, or a minimum departure delay in the even of late
arrival.
b) Any risk of delay occurring during a task is identified as early as
possible. The corrective action is determined and initiated in clue
time.
c) The commercial aspects relevant to each flight are fully taken into
account before any decision.
7.2 PRINCIPLES.
All functions pertaining to flight handling, regardless of who performs
them (e.g. handling company, line maintenance, fuelling or catering
agent, etc...) shall he subject to directives from the agent in charge of
departure coordination (coordinator).
The coordination agent shall have of functional (with VJC staff) or
contractual authority (with handling companies) over any intervening
party, limited to flight handling activities and their duration. For example,
as regards passenger handling, this authority shall at least include
decisions for passenger hoarding.
The coordinator must meet the captain as soon as possible and then
transmit to other parties the requests or action or information from the
captain.
In all circumstances, the following principles shall apply:
a) Define functional or contractual authority on any intervening party.
b) Minimum professional level and knowledge of the station's
turnaround planning.
c) Availability and accessibility of the agent in charge of coordination
during the whole turnaround. It mull be possible fur the station's
Iss04/Rev00
management or any intervening party to get in touch with him at any

time. Availability of means of communication (walkie talkie, mobile
phone) adequate to ensure this accessibility in the local
environment.
d) Accurate knowledge before the flight by each intervening party of
the tasks he has to perform and their scheduled timing and he must
he conscious of the requirement to immediately warn the agent in
charge of coordination if one of these tasks is delayed or
encounters difficulties which may result in a delay.
e) Immediately refer to the VJC’ Station Manager any major decisions
pertaining to flight punctuality (e.g. waiting for connecting
passengers,, schedule readjustment, quality of service) or costs
(e.g. passengers meals or accommodation on the ground).
7.3 DEPARTURE COORDINATION PROCEDURE
7.3.1 Preparation
a) Turnaround Planning
1) The station shall establish for each type of transit/turnaround a
planning basing on the actual conditions showing tasks, the
normal duration of each task, and its beginning and end times.
The Planning shall be reviewed and discussed by the VJC’
Station Manager with the agent in charge of coordination
(handling company) before each schedule season or in the
event of a change in schedule.
2) The planning shall he designed under the form of a diagram in
which the vertical axis showing type of tasks and horizontal axis
showing duration of each task. Some tasks may take place
independently; some tasks may only take place right after
another task finished. The longest duration of a task or group of
tasks is identified as critical path. Duration of each task on the
critical path shall decide ground time.
3) For each planning, the normal critical path of the
transit/turnaround shall be defined. For a normal handling,
critical path covers disembarkation/ cabin
cleaning/embarkartion. In case of delay on another task, there
would be an alternate critical path likely to replace the normal
one.
Iss04/Rev00
4) One or several accelerated planning shall be defined in order to

know in advance which actions to initiate in order to maintain
on time departure. It (they) shall identify the revised turnaround
time objective, the additional means required and the task
reductions (e.g. cabin cleaning, transit passenger staying on
board etc…) necessary to meet objective. Particularly, an
accelerated planning shall systematically be established in
order to meet the minimum transit time.
b) Coordination sheet
1) Basing on turnaround planning, prepare Coordination Sheet
showing task, beginning and end time of each task according to
time sequence.
2) The coordination sheet showing position (cabin or ramp) that
the coordinator must be present at each time to supervise
efficiently. The coordinator is responsible for noting down on
the coordination sheet actual beginning and end time of task so
that any potential risk resulting in delay would be found and he
would propose appropriate corrective action accordingly.
3) Right after flight departure, VJC’ Station Manager together with
the coordinator analyze noted-down coordination sheet even
without delay in order to find out deference from planning and
suggest improvement for later handling.
7.3.2 Performance
The agent in charge of departure coordination on a flight shall:
a) Before the flight
1) Gather and analyst: the provisional information concerning the
flight (estimated time of arrival, passengers, baggage and
cargo loads, parking stand and airport constraints, passengers
and cargo commercial particularities, VIP, special request
passengers, planning provided by the VJC’ Station Manager ...)
2) Select the turnaround planning based on the estimated time of
arrival. and determine, if a schedule readjustment is required,
the revised departure time, which shall be the objective for all
intervening parties.
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3) Check the adequacy of the available means in staff and

equipment to the planning, and make sure they are ready.
4) Inform each agent responsible for a task on the aircraft of the
general objective and detailed objectives (beginning and end
times for his task) assigned to him. As fast as passenger
department concerned, this information shall include planned
times for starting and ending passenger boarding.
5) Inform the flight's Captain or ensure he is informed and if
necessary obtain his agreement on the main decisions taken to
ensure on time departure and take into account the commercial
aspects. Particularly, inform him of the planned time of
passenger boarding unless negative information is received
early enough. Besides, Flight Plan and other documents related
to must be informed to Pilot in Command. The documents will
be updated by OMC (Operations Management Department)
and submitted directly to Cocpit crew or sent by email to
station. In case of receiving by station emails, Ramp officer will
be printed out those documents and submitted to Cockpit Crew
on behalf of OMC.
b) During the turnaround.
1) Control, either directly or through negative information, the
beginning performance and achievement of the turnaround
tasks, with particular attention to those on the predetermined
critical path.
2) Identify as early as possible any delay of a task on the critical
path or another task which may become critical.
3) Determine and initiate the necessary corrective actions. Decide
as necessary during the turnaround a rescheduling of certain
tasks, and inform the involved staff and the Captain when
necessary (e.g., passenger boarding time).
4) Immediately refer to the VJC’ Station Manager any important
decisions pertaining to flight punctuality (e.g. waiting for
connecting passengers, schedule readjustment quality of
service (e.g. operation irregularity) or costs (e.g. passenger
meals).
c) After the turnaround.
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1) Report to the VJC’ Station Manager on the turnaround and

suggest any action adequate to avoid the renewal of a delay if
necessary.
2) Enter into the station's log the main features, incidents or
anomalies encountered during the turnaround its well as any
proposal which may contribute to improve future turnaround.
7.4 COORDINATOR PROFESSIONAL REQUIREMENT
The agents whose job description includes departure coordination as
defined above, shall have a minimum professional training and
knowledge level. Particularly, they shall:
a) Be conversant with instructions concerning flights scheduling,
regulation and handling.
b) Have received basic theoretical training on turnaround organization:
planning, critical path, general constraints for each task.
c) Be conversant with instruction concerning Load Control (definition
and relationship of Load Control functions).
d) Be familiar with the station's own organization procedure, the
standing agreements with the various intervening parties (e.g.
station/cargo department agreement on information transmission
and cargo availability timings), as well as the contractual obligations
of the non-VJC parties and the technical airport or station
constraints for each task.
e) Know and be able to use the normal and accelerated planning
established by the station for various types of turnaround.
f) Know the main passenger and cargo commercial rules resulting
from the VJC general and local policies.
g) Know the preventive security measures applicable during the
departure coordination activity (the general measures as well as the
local security measures).
7.5 VIETJET AIR STATION MANAGER’S RESPONSIBILITIES
The VJC Station Manager's responsibilities concerning departure
coordination include:
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a) Basing on principles and instructions within this procedure, VJC'

Station Manager in cooperation with intervening parties at station
establish the VJC turnaround planning according to actual situations
and conditions.
b) Written definition of the station's organization texts of the
assignment of the departure coordination function to an agent’s job
and description anti the limits of major decisions to be referred to
the VJC's Station Manager.
c) Deploy to the agents whose job description includes departure
coordination the turnaround planning for the station. Defining, to
these agents the criteria to be used in the event of a conflict
between on-time departure and commercial objectives (guest or
cargo quality of service).
d) In cooperation with VJC concerned departments checking the
professional level of staff whose job description includes departure
coordination and initiate training action if necessary (station training
program).
e) Systematically analyzing in the event of a delay due to the station,
the turnaround performance and determining the necessary action
to avoid renewal of a similar delay. Systematically taking into
account the significant events anomalies or suggestions mentioned
for each flight in the station's log.
f) Controlling even if no delay occurred, the adequate performance of
turnaround activities and the departure coordination function.
g) Report irregularities to Ground Operations – Services Division.
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APPENDIX: COORDINATION SHEET FOR

A320- of VIETJET AIR
Flight:….. Date………….; Gate:………………....Coordinator: …...............
Time in minute
Remarks
Latest Actual
Before 1- Information on H-180

arrival outgoing cargo
H-30
2- Visual inspection of
cargo H-15
- Dispatching of
ground handling
equipment
Cabin 3- Arrival ATA H=0
Ramp 4 - Chocks on 1
5 - Lavatory servicing 1
6 - Both steps 2 Or 01
positioning Aerobridge
7- Start unloading the 2

baggage & cargo
8- Water servicing 2
Cabin 9- Guests 5
disembarkation
Ramp 10- End lavatory 6

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Time in minute
Remarks
Latest Actual
servicing
11- End water 7

servicing
Cabin 12- End cabin cleaning 8
13- Finished re-fuel (if 10

any)
14- Start boarding
guests
Ramp 15- End unloading the 14

baggage & cargo
16- Start loading the 14

baggage & cargo
Cabin 17- Last guest on- 20

board
Ramp 18- Aft steps off 21 No if aerobridge

used
19- Aft steps off 26 No if aerobridge

finished used
20- End loading the 29

baggage & cargo
21- Fwd steps off 29 Or Aerobridge

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Time in minute
Remarks
Latest Actual
off
22- Fwd steps off 30 Or Aerobridge

finished off
23- Departure 30
ETD/ATD
(Aircraft pushback)
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GROUND OPERATIONS
20 June 2016
MANUAL
CHAPTER 8
RAMP HANDLING
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GROUND OPERATIONS
20 June 2016
MANUAL

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TABLE OF CONTENTS
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MANUAL
8.1 GENERAL ...........................................................................................3

8.1.1 General ................................................................................................3
8.1.2 Requirements: Load masters, load officers and load controllers..........3
8.1.3 Requirements: Ramp handlers and operators .....................................3
8.1.4 Reqirements: Baggage handling, loading and cabin cleaning staff ......4
8.2 SAFETY REQUIREMENTS FOR PERSONNEL AND GROUND
SUPPORT EQUIPMENT ON THE RAMP............................................5
8.2.1 Personnel .............................................................................................5
8.2.2 Ground Support Equipment (GSEs) .....................................................5
8.3 RAMP SERVICES .............................................................................12
8.3.1 Bay Inspection and Preparations .......................................................12
8.3.2 Meaning of Hand Signals / Marshalling Signals .................................12
8.3.3 Aircraft Departure...............................................................................30
8.3.4 Ground Support Equipment ...............................................................32
8.3.5 Belt Loader Operating Procedures .....................................................35
8.4 WATER AND LAVATORY SERVICE ................................................42
8.4.1 Water Servicing..................................................................................42
8.4.2 Lavatory Servicing .............................................................................43
8.5 AIRCRAFT MOVEMENT ...................................................................44
8.5.1 Definitions ..........................................................................................44
8.5.2 General ..............................................................................................45
8.6 GSE DAMAGE REPORT - Equipment Damage Report Flowchart 47
8.7 AIRCRAFT DE-ICING/ANTI-ICING METHODS ................................48
8.7.1 Scope .................................................................................................48
8.7.2 Definitions ..........................................................................................48
8.7.3 Abbreviations .....................................................................................51
8.7.4 Responsibilty Of Staffs .......................................................................51
8.7.5 De/Anti-Icing check procedures .........................................................52
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20 June 2016
MANUAL
8.1 GENERAL
8.1.1 General
In order to ensure safety in ground handling operation personel from all
department and divisions involved in airside activities shall have been
not only promoted safety awareness and knowledge but also qualified
with essential reqiurements, such as:
a) Be trained and practiced professionally, established minimum
airside safey courses within anti-fire knowledge.
b) Be familiar and have experiences to solve emergency
cases that may happen on the airport apron.
c) Be performed as VJC safety principle requirements and
regulations requested.
d) Be strictly followed- up VJC airside safety ground handling
principles, requirements and Airport rules and regulations.
8.1.2 Requirements: Load masters, load officers and load controllers
In order to demonstrate their competency to fulfill ramp handling
and loading functions, the staff must be physically and mentally fit
for the duty. They shall not only have been qualified the above
mentioned requirements but also must have an effective
professional certification issued by VJC for each type/ model of
aircraft.
The staff must have annual healthy check, be continuously
updated and tested on:
a) Knowledge on Dangerous Goods according to the IATA
effective programmed and Ramp Safety for every two years.
b) Recurrent professional training for every two years. In case
that the staff is not assigned the right job or having the leave
of more than 6 months, it’s necessary to re-test and re-certify.
8.1.3 Requirements: Ramp handlers and operators
a) The staff must be physically and mentally fit for the duty, fully
complete the training in terms of theory and practice in order to
meet the job’s requirements. Besides those, the staff must hold
the effective certificate in correspondence with the GSE that
staff can operate from the Airport Authority or the State Civil
Aviation Authority.
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QUALIFICATION
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MANUAL
The staff must have annual healthy check, be continuously

updated and tested:
1) Knowledge on Dangerous Goods according to the IATA
effective programmed and Ramp Safety at least after two
years.
2) Recurrent professional training for every two years. In case
the staff is not assigned the right job or having the leave
of more than 6 months, it’s necessary to re-test and re-certify.
8.1.4 Reqirements: Baggage handling, loading and cabin cleaning staff
The staff must be physically and mentally fit for the duty, fully complete
the training in terms of theory and practice in order to meet the job’s
requirements. Besides those, the staff must have annual healthy check,
be continuously updated and tested on Dangerous Goods according to
the IATA effective programmed and Ramp Safety for every two years.
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GROUND OPERATIONS
PERSONNEL AND GSE ON THE
RAMP 20 June 2016
MANUAL
8.2 SAFETY REQUIREMENTS FOR PERSONNEL AND GROUND

SUPPORT EQUIPMENT ON THE RAMP
For safety and security of aircraft, personnel and ground support
equipment, following rules and requirements must be strictly followed:
8.2.1 Personnel
Only qualified personnel should be permitted to drive and operate
equipment. The equipment’s operators should be qualified on the basic
of both mental and physical test requirement (physical fitness, visual
acuity, color vision, depth perception and hearing).
Personnel working in the intensively noisy areas, i.e. on the apron,
maintenance lines, baggage sorting areas and etc…shall have
appropriate hearing protection items.
Smoking is strictly prohibited at any time and any where on the airport
apron areas or in the vehicles.
Personnel shall ensure that there is no danger during the loading and
unloading.
Personnel shall wear outer garment that contains reflective material in
the night working condition to ensure maximum visibility.
8.2.2 Ground Support Equipment (GSEs)
GSEs shall be in good mechanical and technical operational conditions
within appropriate powerful capacity and cleanness. They are also shall
be well equipped with good chocks, effective fire extinguisher and an
orange rotating lamp for signaling at night working conditions and in bad
visual conditions.
GSEs shall have been maintained periodically and regularly by
manufacturers’ instructions and company regulations. All service or
working hours, repair/maintenance activities of ground support
equipments must be recorded fully into a specific technical log-book for
controlling and checking purposes.
In order to prevent aircraft cargo compartment and passenger door
damage, all the contact parts of GSEs with aircraft shall have protective
rubber bumpers. They must not be compressed against aircraft fuselage
and to allow for the aircraft setting during service. Steps, hi-lift truck,
catering truck, etc…must be equipped particularly within front folding or
safe sliding handrail frames/ plates on their main platforms to avoid
damage to aircraft passenger doors and fuselage or incoming/outgoing
passenger’s incidents/accidents.

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Side safe handrails on belt-conveyor, loaders and other elevated

devices must be securely fixed on the equipments and in the working
position when the units are in use (regardless special cases).
All stabilizers of GSEs shall be painted of special recognized color and
must be deployed when equipment is to be raised above 2.5m (98in) or
working in the high-speed windy condition.
Loaders such as high loaders, belt-conveyors (except constructed
personal seated units) shall not be allowed to carry on persons or cargo
onboard when moving on the apron and all equipments platforms has
been fully secured at the lowest position.
The door locks of GSEs for personnel or cargo transportation in the
cabin shall be secured properly to ensure that personnel or cargo cannot
fall out during the movement on the apron.
GSEs must not approach onto the aircraft until it has come to a complete
stop, the parking brake on, chocks are positioned, engines shut down,
anti-collision beacon switch off. The speed of approaching or removal of
the GSEs to/ from aircraft must not more than 5km/h (as the pedestrian’s
walking speed).
The GSEs approaching to/ move away from aircraft, it should have
ground staff support. The GSEs approaching to aircraft by reverse have
followed directly guide-man signals.
The connecting air hoses, fuel hose or electric cables, etc…of GSEs or
other underground supplied station with aircraft must not be spiral,
securely and safely connected as well as does not make any
obstructions to the other vehicles’ services.
When engine or special parts are running, duty staff at the position easy
to control or shut-down at emergency. In case of without outside
emergency switch, duty staff must always present at control area of
equipment.
Equipment shall have parking brakes applied, with gear selector in park
or neutral when parked away from, or positioned at, the aircraft.
Equipments that approach or direct contact to aircraft (except high
loader) must be chocked after approach immediately. The chock is
installed at both sides of chocked-wheels and parallel with the axles.
Dimension of chock must be covered all the wide of wheel and soft
contact with the wheel. The section of chock must be triangle with 450 at
the corner contact to the tire and the height of chock is suitable with the
diameter of wheel.

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MANUAL
GSEs shall not be parked under aircraft wings except the special GSEs
to be mentioned in details.
The vehicle’s driver/ operators must be proactively control the vehicle’s
movement and accurate distance to the aircraft when approaching to the
compartments doors.
Prior to aircraft arrival or departure, a visual inspection must be
completed to ensure that all foreign objects have been cleared.
GSEs when driven or operated on the apron, particularly in the vicinity of
an aircraft must be operated with great care to avoid any hazard to
personnel or any damage to the aircraft. GSEs must not move across
the areas of aircraft taxiing or passengers embarking and disembarking.
GSEs’ service positions at the aircraft shall not cause any obstruction to
the passenger disembarkation in emergency cases.
After GSEs such as steps, catering, hi-lift truck, and aerobridge had
approached/removed completely to/from the aircraft arrival/ departure,
ground staff shall communicate with cabin crew by giving a remarkable
signal OK and then accordingly extend/remove relating safe
handrail/frames of equipments main platform to avoid damage to the
aircraft, injury to passengers to embark and disembark or incidents.
GSEs must not be removed from any aircraft access or cabin doors
unless a safety device has been put across the door opening or the
doors are closed by the cabin crew. After service, the GSEs has
removed to the proper areas and kept at a safe distance to the aircraft,
but not cause any obstacles to the operation of aircraft emergency
slides.
In any case of aircraft damage/ incident as a consequence of GSEs
touching with aircraft parts before/in/after aircraft handling process, the
operator must inform immediately to VJC’s duty officer, crew or ground
engineer for further responsible actions.
Incident/ Accident caused by GSEs onto the aircraft
When a ground incident/accident caused by collision between GSEs and
aircraft parts, such as fuselarge, wings or compartment doors, or among
GSEs at the service positions happens, the necessary actions must be
immediately taken:
a) Stop handling process, the real site must be kept for further
investigation purposes.
b) Notify VJC’s representative, airport authority and crew (if
applicable).

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MANUAL
c) The incident/ accident report has been distributed with concerning

photographs or site mapping.
d) The GSE with the incident/accident shall be moved to other
appropriate location.
Jet Engine Hazards
Danger: Jet engine hazards may occur within the 4 meters radius.

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MANUAL

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MANUAL
Fuel Approaching Diagram (A320/A321)

The diagram to show fuel truck approaching to aircraft – which identifies Fuel
0
truck parking 45 - alongside to aircraft’s wing.
FUEL

GROUND OPERATIONS
RAMP 20 June 2016
MANUAL
*Also apply to A321

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8.3 RAMP SERVICES

8.3.1 Bay Inspection and Preparations
Before an aircraft taxiing to parking Bay, the following inspections are to
be carrying out:
a) Ensure the assigned Ramp Agents are standby at aircraft parking
bay with complete safety gears (ear muffs, safety shoe and etc)
before aircraft arrival.
b) Ensure the headset is available and serviceable.
c) Carry out bay inspection of any F.O.D. (Foreign Object Debris)
d) Ensure enough aircraft chocks available.
e) Fire extinguisher is available at parking bay.
8.3.2 Meaning of Hand Signals / Marshalling Signals
Table A: Meaning of Marshalling Signals
(a) Right or left arm down, the other arm moved across the body and
extended to indicate position of the other marshaller.
Meaning: Proceed under guidance of another marshaller.
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(b) Arms repeatedly moved upward from the side, beckoning onward.
Meaning: Move ahead.
(c) Right arm down, left arm repeatedly moved upward and backward. The
speed of arm movement indicates the rate of turn.
Meaning: Open up starboard engine(s) or turn to port.
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(d) Left arm down, the right arm repeatedly moved upward and backward.
The speed indicates the rate of turn.
Meaning: Open up port engine(s) or turns to starboard.
(e) Arms repeatedly crossed above the head. The speed of arm movement
indicates the urgency of the stop.
Meaning: Stop.
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(f) A circular motion of the right hand at head level, with the left arm
pointing to the appropriate engine.
Meaning: Start engine. See also (p)
(g) Arms extended, the palms facing inwards, and then swung from the
extended position inwards.
Meaning: Chocks inserted.
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(h) Arms down, the palms facing outwards, and then swung outwards.
Meaning: Chocks away.
(i) Either arm or hand placed level with the chest, and then moved laterally
with the palm downwards.
Meaning: Cut all engines.
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(j) Arms placed down, with the palms towards the ground, and then moved
up and down several times.
Meaning: Slow down.
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(k) Arms placed down, with palms towards the ground, and then either arm
moved up and down several times.
Meaning: Slow down engine(s) on side indicated by moving arm.
(l) Arms placed above the head in a vertical position.

Meaning: this bay.
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(m) The right arm rose at the elbow, with the palm facing forward.
Meaning: All clear: Marshalling finished.
(n) Raise arm with fist clenched, horizontally in front of body, then extend
fingers.
Meaning: Release brakes. See also Table A (w)
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(o) Raise arm and hand, with fingers extended, horizontally in front of body,
then clench fist.
Meaning: Engage brakes. See also Table A (w)
(p) Left hand over head with the number of fingers extended, to indicate the
number of the engine to be started, (see Para (e) Table B) and circular
motion of right hand at head level.
Meaning: Start engine(s).
Important Note:
For night operations, marshalling personnel must use
MARSHALLING TORCH and do not use hand signal.
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(q) Point left arm down, move right arm down from overhead, vertical
position to horizontal forward position, repeating right arm movement.
Meaning: Back aircraft tail to starboard.
(r) Point right arm down, move left arm down from overhead, vertical
position to horizontal forward position, repeating left arm movement.
Meaning: Back aircraft tail to port.
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(s) One arm horizontal in front of the body at shoulder level hand
outstretched with palm facing downwards. Other arm, fist clenched,
brought up to form a ‘T’.
Meaning: Ground power connected/request permission to connect ground
power.
(t) One arm horizontal in front of the body at shoulder level hand
outstretched with palm facing downwards. Other arm, fist clenched, held
vertical to form a ‘T’. Leaving the horizontal arm in place, return the other
arm smartly to the side of the body.
Meaning: Ground power disconnected/request permission to disconnect
ground power.
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(u) Right arm extended horizontally sideways in direction of movement and

other arm swung over the head in same direction, in a repeating
movement.
Meaning: Move to left.
(v) Left arm extended horizontally sideways in direction of movement and

other arm swung over the head in same direction, in a repeating
movement.
Meaning: Move to right.
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‘On’ Day: Arms above head, open palms and fingers raised with palms
towards aircraft, and then fist closed.
‘On’ Night: Arms above head then wands crossed. ‘Off’ Day: Reverse
of the above. ‘Off’ Night: Crossed wands then uncrossed.
Meaning: Brakes on/off. See also Table A (n and o)
(y) Make rapid horizontal figure-of-eight motion at waist level with either
arm, pointing at source of fire with the other.
Meaning: FIRE.
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Table B: Meaning of Signals made by Pilot to Marshaller
(a) Raise arm and hand with fingers extended horizontally in front of face,
then clench fist.
Meaning: Brakes engaged.
(b) Raise arm with fist clenched horizontally in front of face, then extend
fingers.
Meaning: Brakes released.
(c) Arms extended palms facing outwards, move hands inwards to cross in
front of face.
Meaning: Insert chocks.
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(d) Hands crossed in front of face, palms facing outwards, move arms
outwards.
Meaning: Remove chocks.
(e) Raise the number of fingers on one hand indicating the number of the
engine to be started. For this purpose the aircraft engines shall be
numbered as follows, No. 1 engine shall be the port outer engine, No. 2,
the port inner engine, No. 3, the starboard inner engine and No. 4, the
starboard outer engine.
Meaning: Ready to start engine indicated.
(f) One arm held at face level hand outstretched with palm facing
downwards. The other arm, fist clenched, brought up to form a ‘T’ of
forearms.
Meaning: Connect ground power.
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(g) One arm held horizontal at face level hand outstretched with palm facing
downwards. The other arm, fist clenched, forming a ‘T’ of forearms.
Leaving the horizontal arm in place, lower the vertical arm until out of
view.
Meaning: Remove ground power.
(h) Finger of one hand on nose point with other hand in the direction the
aircraft nose is to face after pushback.
Meaning: Push-back so that nose is facing in direction indicated.
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8.3.2.3 Passenger Steps Positioning

 Position steps for embarkations and disembarkations:
Ground VJ’s duty

Items Steps/ Done by officer
Handler
Ensure the steps are in Observe to

To ensure good
serviceable condition. Standby control all are in
STANDBY conditions to
the steps to be positioned at serviceable
operate
the aircraft.
Wait until the aircraft Observe to
completely stopped, chocks Follow all steps control all are in
ENGINES FULLY
are in position, anti collision safely and order of safety
STOP
lights are off and aircraft correctly. measures
engines are shut down.
Position the steps correctly Marshaller Observe to
with the guide of a marshaller, coordinates control all are in
POSITIONED
engage the stabilizer and lock to position order of safety
the wheel. steps measures
Steps controller
to ensure Control the
Positioned the top platform
distance distance acting
POSITIONED protective rubber bumper
between by Ground
about 2 inch to the fuselage.
platform and Handler
fuselage
Position the safety cones Observe and
around the left engine to avoid Position safety correct if no or
SAFETY CONES
passengers from close to the cones not correct
aircraft engines. positions
Once all the safety procedures
are taken place, staff to climb
the step and knock the aircraft Perform all
HAND-SIGNAL Observe and
forward and aft door to inform tasks as details
TO CREW cross check
to the crew the doors are mentioned
ready to open by showing
thumbs up.
Slide the left sliding rail to rear Perform all
LEFT SLIDING Observe and
most possible to allow the tasks as details
RAIL cross check
door to open. mentioned
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Ground VJ’s duty

Handler
Engage the left sliding hand

rail to the aircraft door and Perform all
ENGAGE LEFT Observe and
right hand sliding hand rail tasks as details
SLIDING RAIL cross check
before giving clearance for mentioned
passengers to disembark.
Ensure the path to position passenger steps for disembarkation is

CAUTION
safe and not exposed to Jet Blast from other aircrafts.
8.3.2.4 Passenger Steps Removal

 Removing Steps after Embarkation:
Ground VJ’s duty
Items Steps/ Done by
Handler officer
When removing the step; staff must ensure the forward step
CAUTION to remain in position until refueling process is completed and
the fuel bowser removed / disconnected.
The safety cones to remain Observe and
Perform all
around the aircraft left correct if no or
SAFETY tasks as
engine until the forward not correct
CONES details
step removed and door are positions
mentioned
closed.
After the boarding process Observe and
has completed and correct if no or
Perform all
obtained clearance from not correct
SLIDING tasks as
Cabin Crew to close the positions
RAIL details
door, slide the sliding hand
mentioned
rail to rear most position to
clear the door closing path.
After the door is closed, Observe and
retract the stabilizer Perform all correct if no or
completely and push the tasks as not correct
STANDBY
step away to the staging details positions
area and standby until mentioned
aircraft airborne.
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Ground VJ’s duty

Handler officer
Steps should be standby Perform all Observe and
STEPS
closer; for passenger’s tasks as correct if no or
DISTANCE TO
safe and quick details not correct
A/C
disembarkation if required. mentioned positions
In the event of any
accident involving step
with aircraft doors or Perform all
Report and
fuselage; immediately tasks as
REPORT coordinate
report to the Engineer for details
with MCC
inspection before the mentioned
aircraft released for
departure.
Perform all Observe and
When steps are not in use,
NOT IN USE tasks as correct if no or
park at designated staging
STATUS details not correct
areas.
mentioned positions
Do not open the doors if Observe and
Perform all
the steps are not in correct if no or
INFORM tasks as
position. Ramp personnel not correct
REMOVING details
must inform the Crew positions
mentioned
before removing the steps.
8.3.3 Aircraft Departure

8.3.3.1 Departure Activities
 Final walk around inspection prior to pushback clearance.
 Ensure the cargo doors, passenger doors and servicing panel doors
closed and secured.
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8.3.3.2 Procedures for Pushback
Ground VJ’s duty

Handler officer
Observe
Perform all and
Standby at aircraft tasks as correct if
STANDBY
before departure details no or not
mentioned correct
positions
Observe
After receiving signal
Perform all and
from headset man,
REMOVE tasks as correct if
remove the chocks
CHOCKS details no or not
from aircraft nose
mentioned correct
wheel for departure.
positions
Observe
Put the chocks at Perform all and
POSITION designated area / tasks as correct if
CHOCKS towing tractor and details no or not
pushback the aircraft. mentioned correct
positions
Observe
After aircraft stopped at
Perform all and
blue line area, headset
tasks as correct if
PLACE CHOCKS man shall place the
details no or not
chocks at aircraft fwd
mentioned correct
and aft nose wheel.
positions
Chocks will be Observe
removed from aircraft and
nose wheel after the correct if
tow-bar, steering by no or not
Perform all
pass pin, nose landing correct
tasks as
CLEARANCE gear pin removed. positions
details
Towing tractor shall be
mentioned
cleared from the
aircraft and obtained
clearance from the
headset man
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Ground VJ’s duty

Handler
Observe
Perform all and
Move away from tasks as correct if
MOVE
aircraft details no or not
mentioned correct
positions
Do not give clearance to start engines if Jet Blast area
is not clear. If there is an aircraft is close proximity,
CAUTION
informs the person responsible of your intended action
to enable him/her to plan accordingly
8.3.4 Ground Support Equipment

8.3.4.1 General requirements
The coordination principles for GSE in the process of aircraft
approaching
General:
a) All GSE in the progress of approaching aircraft must be operated in
accordance with the safety operating regulation for GSEs in airside
issued with the Local Airport Authority.
b) All handling GSEs must stop, park, wait for handling and
approaching aircraft in accordance with SAFETY AND RESTRAINT
AREAS ON THE RAMP.
c) In case of irregular situation, GSEs movement shall be performed in
accordance with the direct instructions from Ramp Co-ordinator of
VJC (or the person be appointed by VJC) for the flight.
Priorities for approach aircraft:
For a regular flight, GSEs will approach aircraft in following priority order:
a) GSEs used for handling passenger emplane/deplane will have the
first priority to approach aircraft as soon as possible:
- Passenger loading bridge and passenger steps: always has the
first priority to approach aircraft
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- Incapacitated Passenger Boarding Vehicle: have higher priority

than catering trucks in the case of approach in the same door.
Representative of VJC must notify catering company about using
the equipment in advance.
Note: When be used for staff, passenger steps shall be approach
aircraft as other directpositioning GSE.
b) GSEs used for baggage and cargo handling such as high loader,
conveyor bell, pallet/container transporter… shall be approached
upon being instructed until aircraft has come to complete stop,
chocks are positioned, engines shut down, anti-collision beacons
switched -off.
c) Cleaning van: be positioned in the left middle or aft aircraft as
absence of the bridge or steps. If it positioned in the right aircraft,
the Catering truck has the first priority.
d) GSEs such as catering trucks, fuel trucks, passenger trucks, staff
trucks shall be approach only if GSEs for passenger and cargo
handling completely approach and not obstruct to the approach of
other handling GSEs.
e) All the other GSEs for technical handling such as ASU, GPU, ACU,
cleaning van, toilet, water trucks, etc… shall be approached aircraft
if it shall not obstruct to the approach and operate of GSEs
mentioned in the above items.
Note: In special case, when APU can not be used, GPU permitted
approaching before other equipments.
Ground Power Unit (GPU)
a) The GPU (if reduce the use of the aircraft’s APU or APU fall) is the
only moving equipment allowed in the ERA before aircraft arrival on
the stand.
b) If the GPU has not been positioned before aircraft arrival, it must be
brought over and connected to the aircraft only once nose landing
gear has been chocked.
c) It must be positioned on the right-hand side of the nose. The GPU
must be stationed as:
At a minimum distance of 3 meters (10ft) from aircraft axis
parking position.
And 3 meters (10ft) forward nose gear stop mark.
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Caution:
Make sure that the GPU is parked in such a way that the exhaust pipe is
directed from the aircraft fuselage so as to avoid coating distortion due
to high tempera ture.
d) Towed GPU with the towbar at the front always braked and chocked
wheel in both direction. In this second case, the tow-bar must be
uncoupled from the towing tractor.
e) Depending on aircraft type, the connector up holding straps must
imperatively be hanged at the designated place.
f) Switch off power and unplug before GPU removing.
g) When GPU are in operating mode, the Operator must remain in
control at all times, easy reach of the emergency controls.
Air start unit (ASU)
a) Used the ASU with adequate special technical to start engine each
type of aircraft.
b) The air start unit (ASU) is positioned so as not to hinder operations
around the aircraft (loading, refueling, etc.).
c) It shall be positioned at least 2 meters from the aircraft. For towed
ASU, tow-bar shall be on the outside and coupled to the tractor so
as to simplify its removal after engine startup.
d) Make sure that pipe on ground is not twisted and against foreign
object being inside the hose.
e) Once coupled to the aircraft, check the proper locking.
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f) After turbo-jet unit startup, the ASU must be removed, take care not
to enter in the suction area.
Heating and air conditioning unit (ACU)
Same positioning precautions as for ASU are applied to heating and
air conditioning units.
Caution:
Make sure that at least one door is left open, in order to avoid injury due
to cabin overpressure when maneuvering cabin doors.
8.3.5 Belt Loader Operating Procedures
8.3.5.1 General installation precautions:
Approach the aircraft VERY SLOWLY in the LOWERED position.
Avoid any contact between the belt and the fuselage or the hold
threshold.
Carrying personnel is forbidden while conveyor belt being moved.
Personnel access to the threshold will be made with the railings in
position and the conveyor belt stopped.
8.3.5.2 It is not allowed that:
Any part of belt comes into contact with aircraft fuselage
Any part of belt comes into contact with cargo compartment threshold
Operator’s Panel
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Operator Panels
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Grease Nipples
Hydraulic Motor / Pump

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Charger Socket
Emergency Stops
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Emergency Stops
Guide Rails
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Rails Up
Rails Down
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Draw Bar Extended for Towing
Draw Bar Retracted for Parking

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8.4 WATER AND LAVATORY SERVICE

8.4.1 Water Servicing
Checking and ensure actually volume of potable water before flight is the
responsibility of purser.
Quality standards:
Potable water systems are susceptible to contamination by bacteria and
other micro-chemical-organisms, are used for drinking.
Water samples for examination from water supply systems, servicing
vehicles and aircraft water systems should be collected regularly.
Sampling should be carried out not less than four (4) times per year. The
frequency may be increased if the need arises. Physicochemical and
bacteriological contamination of the water must not exceed the
standards below:
a) At domestic airport: the water supplied to the aircraft must satisfy
standard of bottled water follow the Vietnamese standard QCVN 6-
1:2010/BYT issued along with circular 34/2010/TT-BYT by Ministry
of Healh Portal, 02/6/2010, about national technical standard of
natural mineral water and bottled water.
b) At foreign airport: the water supplied to the aircraft must satisfy
applied standard at domestic airport or local health authorities’s
standard if it’s at higher level.
Sanitary regulations for Water vehicles
The main fill point connectors shall be at least one meter above the
ground level and at more than 30m from waste storage or treatment,
water toilet servicing and trucks.
Potable water service units and toilet service units must not be parked in
the same area (minimum distance is 15m) and must not handled an
aircraft at the same times.
Personnel engaged in toilet servicing are not allowed to perform water
service at the same time.
Before the fill hose is connected to an aircraft, a few liters of water shall
be pumped to waste, to ensure thorough flushing of hose and nozzle.
When the hoses are not in use, all nozzles or connectors must be
protected from contamination either by covers or by immersing them in
receptacles containing chlorinated water.
Page 8-43
RAMP HANDLING
Iss04/Rev00
GROUND OPERATIONS
WATER AND LAVATORY SERVICE
20 June 2016
MANUAL
The contents of the potable water servicer must be drained not later than
twenty-four (24) hours after filling.
The outside cleaning and disinfecting of servicing vehicles must be
performed weekly.
The interior of the water tank should be scoured monthly, to remove any
deposits.
8.4.2 Lavatory Servicing
General:
Toilet servicing must be performed after arrival flight OR in case of long
stop (more than 3 hours).
Toilet servicing is divided into 3 operations:
- Draining,
- Rinsing (to be repeated as much as necessary),
- Pre-charge with disinfectant.
Servicing during Freezing Conditions:
To prevent freezing of the fluid in the aircraft toilet tanks and lines during
freezing conditions, the following measures must be taken:
- Drain the waste tanks if the aircraft is parked in the open for several
hours without electrical power supply and the temperature is, or is
expected to be, below the freezing point.
- Fill the aircraft toilet system only after electrical power supply has been
restored, and as close to the flight departure time as possible.
- Leave the draining cap open to prevent freezing of fluid in the fill line.
Page 8-44
RAMP HANDLING
Iss04/Rev00
GROUND OPERATIONS
AIRCRAFT MOVEMENT
20 June 2016
MANUAL
8.5 AIRCRAFT MOVEMENT

8.5.1 Definitions
Push-back:
Moving of a loaded aircraft from parking position to taxi position by use
of conventional towbar tractor or towbarless tractor.
Towing:
Moving of aircraft, with/without load on board, to maintenance area or an
other parking stand by use of conventional towbar tractor or towbarless
tractor.
Agent responsible for maneuver:
He is responsible maneuver the pushback and communication with the
crew. He must speak English and have competence defined in standard
of this task. He has the required competence, including:
- Knowledge of this instruction, ground to cockpit dialogue, departure
procedure and safety precautions on parking areas,
- Applying instructions specific to the aircraft type,
- Using conventional signals
Note: At airports in Vietnam, the person “in charge” of the operation is
an aircraft mechanical agent who performs communication with the flight
deck.
Lookout persons: is responsible for standing in specify position for the
pushback. He must understanding instructions before maneuver.
The tractor driver: is responsible in control speed and steering angle,
to avoid of over-steering damage.
Note:
- When a push back maneuver is performed with one agent, he must
have the competence described above.
- Agent responsible for departure operations and tractor driver must
know the environment in which the maneuver will take place,
restrictions to various movements to be performed and any
temporary limitations which could affect area in which aircraft/
tractor set moves.
Page 8-45
RAMP HANDLING
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GROUND OPERATIONS
AIRCRAFT MOVEMENT
20 June 2016
MANUAL
8.5.2 General
8.5.2.1 Responsible
Agent responsible for maneuver
- Be in charge of the entire pushback.
- Ensure that the towbar/shearpin/towbarless tractor is suitable for the
specific aircraft type.
- Conduct briefings with all persons involved in the aircraft movement
to review and confirm how the aircraft will be maneuvered.
- Have ultimate responsibility to review pushback procedures based
on conditions he/she observes and must inform the flight crew: (e.g.
if ramp conditions are below standard for a normal pushback (e.g.
hazards, obstacles, slippery or icy) then:
 Determine whether lookouts should be use or not, and in the
first case, specify their position, instructions, means of
communication with agent responsible of departure operations
 Inform the flight crew that engine start clearances will not be
given until either:
+ The aircraft is moving over an area of the ramp where
the conditions are considered to be safe for an engine
start; OR
+ The pushback has been completed, the aircraft has
come to a complete stop and the parking brake has
been set;
- Connect/disconnect of the towbar to the aircraft, installs/removed
the nose gear steering bypass pin.
- Conduct a Pre-Departure walk-around;
The tractor driver
- Completely raise the towbar wheels before the start of the aircraft
movement (if used)
- Prior to the aircraft movement, make sure that the parking brakes
are released and the anti-collision lights are switched on (depending
on the local airport regulations)
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GROUND OPERATIONS
AIRCRAFT MOVEMENT
20 June 2016
MANUAL
Caution:
In some aircraft there have a parking brake indicator light visible
from tractor cab, maneuver must never start until the indicator light
is off and pushback/ towing authorization have been given by agent
responsible of departure operations.
- Be responsible in control speed of pushback/ towing.
- Ensure during pushback the steering turn limits are not exceeded
and advise flight crew if any are exceeded. Damage to nose gear
will occur.
Lookout or wing-walker persons
- Be under the direction of the responsible ground crew at all times
- Use 2 marshalling wands, either day-wands or illuminated wands for
low visibility operations.
- Constantly keep in sight a specific point (wing tip, stabilizer,
engines), during aircraft maneuvers, identified as potentially
hazardous or with a clearance smaller than usual.
- Be in constant communication with the persoSn in charge of
departure operations or tractor driver. Aircraft must be stopped if a
hazard is confirmed. Means of communication must be agreed
previously. During push back operation, a lookout position must be
chosen so that agent in charge of departure operations can
constantly keep in sight, lookout, and aircraft cockpit and tractor
driver with out needing to move.
Page 8-47
RAMP HANDLING
Iss04/Rev00
GROUND OPERATIONS
GSE DAMAGE REPORT
20 June 2016
MANUAL
8.6 GSE DAMAGE REPORT - Equipment Damage Report Flowchart
Defects Identified
Issue EDR
Defect can
troubleshoot by
mechanic?
Yes
In-house repair No
Recommendation for
out-house repairs
Yes
Issue spare requisition
form & get the spares
Get the quotations from
vendors
Functional testing
No
Agreed with
quotations
Close EDR & send back price?
to user
Yes
Send for out-house

repairs
End
Iss04/Rev01
AIRCRAFT DE-ICING/ANTI-ICING
GROUND OPERATIONS METHODS 17 Aug 2016
MANUAL
8.7 AIRCRAFT DE-ICING/ANTI-ICING METHODS

8.7.1 Scope
8.7.1.1 The Clean Aircraft Concept
Frost, ice or snow on critical surfaces of an aircraft such as wings,
propellers and stabilizers can have a significant impact on the operation
of an aircraft. The aircraft can be affected in two ways.
The additional weight of the ice or snow adds to the total weight of the
aircraft, increasing the lift required for the aircraft to take off.
The formation of frost, ice or snow also changes the airflow over the
wing, reducing the overall lift a wing can produce.
De-/anti-icing of an aircraft will be implemented, in the case flight captain
or technical staff take an order at China, Japan, Korea….
VietJet Air accepts with de-icing and anti-icing procedure of supplier at
the airport.
Flight captains, technical staff of VJC will observe the implement of de-
icing and anti-icing.
The service provider which performs de-/anti-icing has to ensure the
availability and use of adequate facilities and equipment for aircraft de-
/anti-icing operations at applicable locations.
8.7.1.2 De/Anti-icing fluids:
The basic function of de-icing/anti-icing fluids is to lower the freezing
point of freezing precipitation as it collects on the aeroplane and thus
delay the accumulation of ice, snow, slush or frost on critical surfaces.
Deicing/anti-icing fluids are classed as Type I, II, III and IV. Type I fluids
have a relatively low viscosity which changes mainly as a function of
temperature. Type II, III and IV fluids, however, contain a thickener
system and have, therefore, a higher viscosity which changes as a
function of shear force, fluid/water ratio and fluid temperature. Type II, III
and IV fluids have better anti-icing properties than Type I fluids.
8.7.1.3
All de-icing/anti-icing fluids applied to VJC aircraft shall be manufactured
in accordance with ISO specifications and stored, handled, and applied
in accordance with criteria established by VJC, fluid manufacturer, and
aircraft manufacturer.
8.7.2 Definitions
For the purposes of this document, the following definitions apply.
Iss04/Rev01
MANUAL
B1. Active frost:

Active frost is a condition when frost is forming. Active frost occurs when
aircraft surface temperature is:
- at or below 0 ºC (32°F) and
- at or below dew point
B2. Anti-icing:
Precautionary procedure which provides protection against the formation
of frost or ice and accumulation of snow or slush on treated surfaces of
the aircraft for a limited period of time (holdover time).
B3. Anti-icing fluid:
a) type I fluid;
b) mixture of water and type I fluid;
c) type II fluid, type III fluid, or type IV fluid;
d) mixture of water and type II fluid, type III fluid, or type IV fluid.
NOTE: Fluids mentioned in a) and b) must be heated to ensure a
temperature of 60 °C minimum at the nozzle.
B4. Check:
An examination of an item against a relevant standard by a trained and
qualified person.
B5. Cold-soak effect:
The wings of aircraft are said to be “cold-soaked” when they contain very
cold fuel as a result of having just landed after a flight at high altitude or
from having been re-fuelled with very cold fuel. Whenever precipitation
falls on a cold-soaked aircraft when on the ground, clear icing may
occur.
Even in ambient temperatures between -2°C and +15°C, ice or frost can
form in the presence of visible moisture or high humidity if the aircraft
structure remains at 0°C or below. Clear ice is very difficult to be
detected visually and may break loose during or after takeoff. The
following factors contribute to cold-soaking: temperature and quantity of
fuel in fuel cells, type and location of fuel cells, length of time at high
altitude flights, temperature of re-fuelled fuel and time since re-fuelling.
Iss04/Rev01
MANUAL
B6. Contamination:
Contamination in this document is understood as all forms of frozen or
semifrozen moisture such as frost, snow, ice or slush.
B7. Contamination check:
Check of aircraft surfaces for contamination to establish the need for de-
icing.
B8. De-icing:
Procedure by which frost, ice, slush or snow is removed from an aircraft
in order to provide clean surfaces.
B9. De-icing/anti-icing:
Combination of the procedures 'de-icing' and 'anti-icing'. It may be
performed in one or two steps.
B10. De-icing fluid:
a) heated water;
b) type I fluid;
c) mixture of water and type I fluid;
d) type II, type III, or type IV fluid;
e) mixture of water and type II, type III, or type IV fluid.
NOTE: De-icing fluid is normally applied heated in order to assure
maximum efficiency.
B11. Freezing drizzle:
Fairly uniform precipitation composed exclusively of fine drops (diameter
less than 0.5 mm (0.02 in)) very close together which freezes upon
impact with the ground or other exposed objects.
B12. Freezing fog:
A suspension of numerous minute water droplets which freezes upon
impact with ground or other exposed objects, generally reducing the
horizontal visibility at the earth's surface to less than 1 km (5/8 mile).
Iss04/Rev01
MANUAL
B13. Frost/hoar frost:

Ice crystals that form from ice saturated air at temperatures below 0°C
(32°F) by direct sublimation on the ground or other exposed objects.
B14. Hail:
Precipitation of small balls or pieces of ice with a diameter ranging from
5 to >50 mm (0.2 to >2.0 in.) falling either separately or agglomerated.
B15. Holdover time:
Estimated time for which an anti-icing fluid will prevent the formation of
frost or ice and the accumulation of snow on the protected surfaces of
an aircraft, under weather conditions as specified in section 3.15.
8.7.3 Abbreviations
°C: degrees Celsius
°F: degrees Fahrenheit
AFM: Airplane Flight Manual
APU: Auxiliary Power Unit
FP: freezing point
LOUT: Lowest Operational Use Temperature
OAT: Outside Air Temperature
8.7.4 Responsibility of Staff
8.7.4.1 Staff training and qualification
De-icing/anti-icing procedures must be carried out exclusively by
personnel trained and qualified on this subject.
Companies providing de-icing/anti-icing services should have both a
Qualification Programme and a Quality Assurance Programme to
monitor and maintain an acceptable level of competence.
The personnel assigned to perform aircraft ground de-/anti-icing
operations must complete initial and recurrent training.
8.7.4.2 Training subjects:
Shall include but are not limited to the following (when applicable):
Iss04/Rev01
MANUAL
a) Effects of frost, ice, snow, slush and fluids on aircraft performance.

b) Basic characteristics of aircraft de-icing/anti-icing fluids, including
causes and consequences of fluid degradation and residues.
c) General techniques for removing deposits of frost, ice, slush, and
snow from aircraft surfaces and for anti-icing.
d) De-icing/anti-icing procedures in general and specific measures to be
performed on different aircraft types.
e) Types of checks required.
f) De-icing/anti-icing equipment and facilities operating procedures
including actual operation.
g) Safety precautions.
h) Emergency procedures.
i) Fluid application and limitations of holdover time tables.
8.7.4.3 Records
Records of personnel training and qualifications shall be maintained for
proof of qualification.
8.7.5 De/Anti-Icing check procedures
8.7.5.1 Ground de-icing/anti-icing checks
The pilot-in-command is responsible for ensuring that the aeroplane
complies with the Clean Aircraft Concept prior to take-off. Certain checks
are required before an aeroplane can be safely dispatched. These
checks can be grouped under three main headings:
a) checks prior to the application of de-icing/anti-icing fluids;
b) checks after the application of de-icing/anti-icing fluids; and
c) special checks.
8.7.5.2 Checks prior to the application of de-icing/anti-icing fluids
The first check in this process is the walk-around or pre-flight check,
normally accomplished by the ground or flight crew. The aeroplane
critical surfaces, fuselage and landing gear shall be checked for ice,
snow, slush or frost in accordance with an approved operator plan. If ice,
snow, slush or frost is discovered, de-icing/anti-icing of the aeroplane
must be carried out.
Iss04/Rev01
MANUAL
8.7.5.3 Checks after the application of de-icing/anti-icing fluids

A check to ensure compliance with the Clean Aircraft Concept is made
immediately following the application of de-icing/anti-icing fluids and is
carried out by a qualified person in accordance with the approved
operator plan and procedures.
The pre-take-off check, which is the responsibility of the pilot-in-
command, ensures that the critical surfaces of the aeroplane are free of
ice, snow, slush or frost just prior to take-off. This check shall be
accomplished as close
to the time of take-off as possible and is normally made from within the
aeroplane by visually checking the wings or other surfaces.
The pre-take-off check procedures are a critical part of the ground
operation and become the only means by which the pilot-in-command
can ensure that the aeroplane is in compliance with the Clean Aircraft
Concept prior to take-off. If stipulated by the regulatory authority,
aeroplane manufacturer, or operational specification or if requested by
the pilot-in-command, an external check of aeroplane critical surfaces
shall be conducted by qualified ground personnel.
The pilot-in-command has the responsibility to continually monitor the
weather and aeroplane condition to ensure compliance with the Clean
Aircraft Concept. If this requirement cannot be satisfied by either an
internal or external check of aeroplane critical surfaces, then another de-
icing/anti-icing of the aeroplane must be accomplished.
Special equipment or procedures may be required to carry out this check
at night or under severe weather conditions.
8.7.5.4 Special checks
A check for the presence of clear ice, frequently caused by cold-soaked
fuel in the wing tanks, may be required during rain or high humidity
conditions and for certain types of aeroplanes. This type of ice is very
difficult to detect, especially in conditions of poor lighting or when the
wings are wet. Special check procedures are required to detect this type
of icing and shall be included in the approved operator programme.
Iss04/Rev01
MANUAL

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MANUAL 20 June 2016
9.1 GENERAL ................................................................................... 2

9.1.1 Training Purpose .................................................................... 2
9.1.2 Training Objectives ................................................................ 2
9.1.3 Training Standards/ Requirements ........................................ 3
9.1.4 Training Results ..................................................................... 4
9.1.5- Training Records ........................................................................ 4
9.2. TRAINING PROGRAM ................................................................. 5
9.2.1 Structure of Training Courses ............................................... 5
PART I - GENERAL................................................................................ 8
Part II – A - POLICY, PROCEDURE & PROCESS ............................... 14
PASSENGER SERVICES DUTY OFFICER........................................... 14
Part II – B - POLICY, PROCEDURE & PROCESS ................................ 20
RAMP SERVICES DUTY OFFICER ...................................................... 20
Part II – C - POLICY, PROCEDURE & PROCESS ................................ 28
CARGO SERVICES DUTY OFFICER ................................................... 28
Part II – D - POLICY, PROCEDURE & PROCES................................... 36
- INFLIGHT SERVICE STAFF ............................................................... 36
Part II – E - POLICY, PROCEDURE & PROCES ................................... 37
- DRIVER ............................................................................................. 37
Part II – F - POLICY, PROCEDURE & PROCES ................................... 38
- CABIN CLEANING STAFF ................................................................. 38
PART III-A – RECURRENT................................................................... 39
PART IV–A – GENERAL MANAGEMENT ............................................ 44
TEAM LEADER .................................................................................... 44
PART IV–B – ADVANCED MANAGEMENT .......................................... 45
MANAGERS......................................................................................... 45
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MANUAL 20 June 2016
REFERENCE DOCUMENTS................................................................. 46
9.1 GENERAL
9.1.1 Training Purpose

a) To follow all requirements set about training certificates/ courses
approved by CAAV to staffs working at Ground Ops, including
ground handlings agents/suppliers.
b) To show all ground staffs what is expected of them and how to do it
by safe and accuracy procedures set.
c) To understand what the requirements of the duty assigments are to
improve services/ancillary and follow customer services standards.
d) To bring the new services to customers.
9.1.2 Training Objectives

a) To impart basic knowledge and skill to new staffs/contracted staffs
from ground handlings agents/suppliers required for intelligent
performance of definite task at check-in counters/boarding
gate/ramp side/cargo warehouse in order to induct them without
much loss of time for saving ops costs.
b) To assist recurrent staffs to function more effectively by exposure of
latest procedures/reminders/warnings and development of skills
required in specific fields including check-in counters/boarding
gate/ramp side/cargo warehouse.
c) To broaden minds of supervisors to archive smoothly operations,
expecially incase of irregularity flights/stiuations.
d) To build second line of competent employees and enable them to
occupy more responsible positions as situation emerge.
e) To prepare ground staffs to undertake different positions/multi-tasks
in order to enable redeployment and maintain flexibility in workforce
at airport.
Page 9-3
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MANUAL 20 June 2016
9.1.3 Training Standards/ Requirements

a) All documents/training materials must be approved by
HOD/Training Center.
b) Training plan must be completed and approved by the end of every
year for the following year.
c) All VJC’s Duty Officer who working for Ground Ops Dept. must be
PASSED for course exam on phase of Part I - GENERAL training.
Staffs who working at INFLIGHT SERVICES division, will be
applied on Part I - GENERAL phase ONLY – Courses includes:
AVIATION INDUSTRY – TERMS & CONDITIONS, RAMP
SAFETY, AVIATION SECURITY, SAFETY MANAGEMENT.
d) All VJC’s contracted staffs from ground handlings agents/suppliers
must submit all concerned training records/valid certificates to VJC
and those materials must be approved by VJC before
handlings/offering services to VJC (at least one (01) month before
inaugural flight for new destination or joining to the current team –
applied to new staff of ground handlers/suppliers). Those who fails
this mandatory check will not be accepted to
work/service/handlings for VJC.
e) In-door training will be practice to all initial/recurrent courses.
f) New issue/revision of any manuals (GOM/COM/SM) or SOP
related to ground operations must be hold a briefing course to all
VJC/ground handlers/suppliers staffs.
g) Attendant sheet and certificate must be issued thereby.
h) On-job-training must be set at stations will fully safety and security
requirements approved by local authorities at stations.
i) The training program must be reviewed and updated to remain
relevant and current
j) Applied training users to practice on DCS, including on-job-training
users.
k) User code must be disable after concerned training courses closed
with confirmation from ICT by official document.
l) Headset training will be planed by Technical Dept., Headset
communication authorisation will be issued by SSQA Dept.
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MANUAL 20 June 2016
9.1.4 Training Results

a) Applied to courses with final exams and fully signed attendant
sheet.
b) Certificates/Authorizations will be issued by Head of Training
Center/Head of Ground Ops./QA Dept.
c) Experiate date may be included.
d) Briefing Course is also considered as Training Course.
e) AVSEC/ DGR/ RAMP SAFETY/ LOAD CONTROL/ SMS /
included in QUALIFICATION CERTIFICATE book as duty staffs
hand-in with fully remarks of INITIAL/ RECURRENT/
REFRESH/ signature of instructors of courses.
9.1.5 Training Records

a) Records (Attendant sheet/ course result/ user codes/
Certificates/ Authorizations) will be kept at Training Center/ GO-
HDQ/ Stations.
b) Other copies, including Course result/ User codes/ Certificates/
Authorizations will be recorded at Ground handlers/ Suppliers/
Staffs.
c) Training plan, including recurrent courses must be planned and
approved before expire date of all certificates/subjects at least
01 (one) month, applied to VJC’s staff and all ground handlers/
Suppliers.
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MANUAL 20 June 2016
9.2. TRAINING PROGRAM

9.2.1 Structure of Training Courses
9.2.1.1 General
Course
Course Name Participants
Type
All new Ground Operations

Part I: General Initial
staff or staff changing trades
Part II-A: Policy, Procedure & All new Ground Operations

Process – Passenger Services Initial staff performing Passenger
Duty Officer Services
Part II-B: Policy, Procedure & All new Ground Operations

Process – Ramp Services Duty Initial staff performing Ramp
Officer Services
Part II-C: Policy, Procedure & All new Ground Operations

Process – Cargo Services Duty Initial staff performing Cargo Duties
Officer
Part II-D: Policy, Procedure & All new Ground Operations

Process – In Flight Service Staff Initial staff performing In Flight
Catering Duties
Part II-E: Policy, Procedure & All new Ground Operations

Process – Driver Initial drivers performing ramp/
apron vehicle control
Part II-F: Policy, Procedure & All new Ground Operations

Process – Cabin Cleaning Staff Initial staff performing cabin
cleaning tasks
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MANUAL 20 June 2016
Course
Type
All Ground Operations staff

Part III-A : Passenger Services Recurrent performing Passenger
Services

Part III-B: Ramp Services Recurrent
performing Ramp Services

Part III-C: Cargo Services Recurrent
performing Cargo duties

Part III-D: In Flight Services Recurrent performing In Flight Catering
duties

Part III-E: Driving Services Recurrent
performing driving duties

Part III-F: Cabin Cleaning
Recurrent performing cabin cleaning
Services
duties
9.2.1.2 Management
Course
Type
Team Leader positions at

Passenger Services, Ramp &
Part IV-A: General Management Skill
Cargo Services, Cabin
Services, Driving Services
Part IV-B: Advanced Manager level and above

Skill
Management upto Heads of GO
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MANUAL 20 June 2016
9.2.1.3 Familiarisation
Familiarisation Course for Service Service Provider’s Passenger Services

Provider: Passenger Services staff
Familiarisation Course for Service Service Provider’s Ramp Services staff

Provider: Ramp Services
Familiarisation Course for Service Service Provider’s Load Controllers

Provider: Load Control
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MANUAL 20 June 2016
PART I - GENERAL
1. AIM
To provide basic knowledge on the aviation industry, security, safety and
standard procedures for the management of ground services by the
airline Ground Operations staff.
2. PARTICIPANTS :
All new airline Ground Operations staff or airline staff changing trades
but not from Ground Operations.
3. SESSION
Each session shall be 45 minutes.
4. COURSE DETAILS
TOTAL
NO SUBJECT THEORY PRACTICAL
SESSION
1 History and Development of 1 1 -

Aviation Industry (VietNam and
International)
2 International Organizations 1 1 -
(ICAO, IATA)
3 Company Orientation & Low 1 1 -

Cost Carrier Concept
4 Human Factors
4a Introductions to Human Factors 0.5 0.5 -

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SESSION
4b Human Factors - Errors Models 1.5 1.5 -

and Theories
. Types of Errors in maintenance
tasks
. Violations
. Implications of Errors
. Human Reliability
4c Human Performance and 0.5 0.5 -

Limitations Environtment
4d Safety Culture 0.5 0.5 -
4e Communication 2 2 -
 Importance of
Cummunication in Aviation
 Types and Functions of
Communication
 Barriers to Effective
Communication
 Demonstrate Skills and
Knowledge for Effective
Communication
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SESSION
4f Situantional Awareness 1 1 -
 Definition of Situational
Awareness
 Process of Situational
Awareness
 The Relationship of
Situational Awareness and
Decision Making ,
 Promote Recognition
 Situational awareness -
Starting Point for Good Decision
Making.
 The Relationship between
Performance and Workload.
4g Leadership, Followership and 1 1 -

Teamwork
4h Threat and Error Management 1 1 -
5 Aviation Security
5a Course Overview 1 1 -
5b Awareness of Aviation Security 2 2 -
5c Security Procedures applied to 3 3 -

Passenger, Baggage, Cargo,
Mail, Parcel at Airports
5d Baggage and Passenger 2 2 -

Reconciliation
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SESSION
5e Identification of Dangerous 2 2 -
items, Sabotage Device
5f Protection and Insprection of 2.5 2.5 -

Aircraft on the ground
5g Bomb Threat against Aircraft on 2.5 2.5 -

the Ground
5h Course Exam 1 1 -
6 Safety Management System 4 4 -
7 Ramp Safety
7a Introduction : Ramp Safety vs 1 1 -

World Aviation
7b General – Airport / Apron 1 1 -
7c Local Regulation - Airport Pass, 1 1 -

Control Document, the MUST
when handling on Ramp
7d Signal and Signage, Tarmac 1 1 -

Defintions and Color Code
7e Hazards from Engines 1 1 -
7f FOD 1 1 -
7g Ground Service Equipment 1 1 -
7h Incidents/Accidents from Ground 1 1 -

Service Equipment operating on
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SESSION
Ramp
7j Safety Awareness 1 1 -
7k Human Errors 1 1 -
7l Incidents/Accidents from Nature 1 1 -

and Humman
7m Fuel Spillage 1 1 -
7n Causes of incidents/accidents 1 1 -
and Prevention Methods
7o Review and Course Exam 2 2 -
8 Dangerous Goods – DGR
8a Introduction 2 2 -
General Terminology
Incidents/Accidents related to
DGR
8b Definitions 3 3 -
Responsibilities of Shipper
Responsibilities of Carrier
Training requirement
Information to passenger
8c Limmitations 1 1 -
DGR – Accept to Carry
DGR – Refuse to Carry
Page 9-13
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MANUAL 20 June 2016
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SESSION
DGR – Hidden Risks
Regualations of DGR to be
carried by Passengers, Crew
DGR - Acceptance as checked-
bag
8d Catergory of DGR 3 3 -
8e Label 3 3 -
8f DGR Emergency Response 3 3 -
8g Course Exam 1 1 -
9 Ground Handling Agreement 3 2 -

(GHA & SLA)
10 Control Turn Around Time 2 2 -
11 Airport Tour / Back up 4 - 4
Total 64 60 4
Page 9-14
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GROUND OPERATIONS
MANUAL 20 June 2016
Part II – A - POLICY, PROCEDURE & PROCESS

PASSENGER SERVICES DUTY OFFICER
1. AIM
To equip the Duty GO Officer with all necessary knowledge on
policies, procedures and process pertaining to Passenger Services,
for the proper and effective supervison of passenger handling.
2. PARTICIPANTS
All new airline Ground Operations staff or airline staff changing
trades.but not from Ground Operations whom will be assigned for
Passenger Services duty.
3. SESSION
4. COURSE DETAILS
TOTAL
SESSION
1 The Ground Operations 2 2 -
Manual (GOM)
2 The Station Manual (SM) 1 1 -
3 The Gorund Operations 1 1 -

Handbook (HB)
4 Terms & Conditions of 1 1 -

Carriage
5 Control of Turn-around 1 1 -
Time
6 Travel Documents 1 1 -
7 Customer Service
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SESSION
7a Introduction - Ice-breaker 1 1 -
7b Content 1: The Importance 1 1

of Customers
 Customer: General
philosophy
 Why we have to care
for Customers
 Maslows Hierarchy of
Needs
 Importance of
Customers
 Customer Satisfaction
with Business Affair
7c Content 2: Identify 1 1
Customers’ Needs
 Group Work: Identify
customers’ needs
 6 basic needs of
airlines passengers; What
we should do to meet each
particular need of
customers/ 1-2 needs for
each group
 Summary
7d Content 3: Factors for 0.5 0.5

Customer Satisfaction
 Group work: Identify
factors for customer
satisfaction
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 3 Basic Factors: Product,
Convenience, People
 Summarization -
Emphasizing the People
factor that makes
differences in business
competition
7e Content 4: Elements 0.5 0.5

forming Customer
Relationship
 Story Aladdin and the
Lamp genie: analyzing the
genie role (service agent)
in setting up the
relationship between the
kingdom (company) and
Aladdin (customers)
 Remind 3 things that
genie could not do:
- Bring death back to life
- Kill people
- Force people love
each other
 Relate to the role of
service providers
7f Content 5: Method to 0.5 0.5

Measure Customers’
Satisfaction
7g Content 6: Customer Care 0.5 0.5

Capabilities
- Group Work: Identify
Page 9-17
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SESSION
capabilities of Service
Providers
- The ASK method
- The Attitude factor
7h Content 7: Service Standards – 3 3 -

Ticketing Staff
- Speaking Skill: 3V, 5C
method
- Service Standards for
Ticketing Staff:
+ Uniform
+ Make-up
+ Jewelry,
+ Accessories
+ Gesture, Posture,
Behavior
+ Communication
- 4yoursmiles Program
+ Smile Free message
+ Group Work: “Do” vs
“DON’T”
+ Listening Skill: the LACE
method
Customer Care Culture:
SERVE
VJC Core Values: Safety,
Fun, reasonable price, on-
time performance
Page 9-18
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SESSION
- Practice:
Communication skill
7i Warm-up Game: Build up 3 3 -

Team Spirit.
Video clip: Analysis
inappropriate factors in
customer care
3 Factors to build customer
satisfaction
3 Elements forming
customer relationship
Method to measure
customers’ satisfaction
The 3V method
The 5C method
Video clip: Body language
“DO” vs “DON’T”
Smile Free message
LACE method
7j Content 8: Methods to touch 2 2 -

Customer’s Heart
Group Work: Identify and
Conquer the Catergory of
Customer
- Demanding customers
- Influencing customers
- Decisive customers
- Cautious customers
Page 9-19
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SESSION
- Customers of Principle
7k Content 9: Case Studies – 3 3 -

Customer Care
Group Work: Draw the
situation and Role-playing
7l Revision & Q & A 2 2 -

Final Exam – 60 minutes
8 Reservation System 3 2 1
9 Procedures & System:

3 2 1
Check-in

1 1 -
Boarding

1 1 -
Arrival
12 Lost & Found (CBTO & 1 1 -

Management)
13 Irregular Flights 4 4 -
Management
14 Course Exam 4 2 2
TOTAL 40 36 4
Page 9-20
TRAINING
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GROUND OPERATIONS
MANUAL 20 June 2016
Part II – B - POLICY, PROCEDURE & PROCESS

RAMP SERVICES DUTY OFFICER
1. AIM
To equip the Duty GO Officer with all necessary knowledge on policies,
procedures and process pertaining to Ramp Services, for the proper and
effective supervision of Ramp services.
2. PARTICIPANTS
trades.but not from Ground Operations whom will be assigned for Ramp
Services duty.
3. SESSION
4. COURSE DETAILS
TOTAL
SESSION
1 Control of Turn-around 1 1 -
time
2 Load Control
2a General Weight and

Balance Proficiency and
Awareness.
2a1 Terms used in the Load 0.5 0.5 -

Control environment
(vocabulary, acronyms,
operational codes and
abbreviations).
2a2 Definition & Composition 0.5 0.5 -

of Aircraft Design and
Page 9-21
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MANUAL 20 June 2016
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SESSION
Operational Weights.
2a3 Aircraft Balance 1 1 -

Principles.
2a4 Consequences of 1 1 -
Improper Loading on flight
and Personnel Safety
2a5 Basic knowledge of Bulk 1 1 -

Hold Floor Resistance.
2a6 Basic knowledge of 1 1 -

Containerized Hold
Resistance (relationship
between missing or
damaged restraints gross
weight limitations)
2b Aircraft Structural Load

Limitations
2b1 Linear (running load) 0.5 0.5 -

limitation.
2b2 Area limitation (spreader 0.5 0.5 -

floors).
2b3 Limitation per 0.5 0.5 -

compartment/section
position
2b4 Monologue (combined) 0.5 0.5 -

limitation
2b5 Cumulative Limitation. 1 1 -

Page 9-22
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SESSION
2b6 Missing Restraints 1 1 -

Limitations.
2c Bulk Hold Loading
2c1 Load Spreading Rules 1 1 -
2c2 Load Restraint Rules: 1 1 -

aircraft nets, tie-down, and
volume restraint
2d Loadsheet.
2d1 Computation, Issuance 2 2 -

and Check in both
manual and computerized
modes.
2d2 Last Minute Change 1 1 -

(LMC) Procedure.
2d3 Computation, Issuance 2 2 -

and Check in all
conventional methods
(indexed weights, graphic
charts etc.)
2e Loading Instruction Report

(LIR)
2e1 Knowledge of the aircraft 1 1 -

holds designation and
numbering.
2e2 Utilization of the Loading 1 1 -

Instruction/Report
Page 9-23
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SESSION
document.
2f Loading Messages.
2f1 Reading of the Standard 2 2 -

Loading Messages for
onload/ offloading of the
holds
2g Other Special Load

(Perishables, Etc.)
2g1 Cargo IMP codes. 0.5 0.5 -
2g2 Marking and Labeling. 0.5 0.5 -
2g3 Loading Restrictions and 0.5 0.5 -

Compatibility Rules.
2g4 NOTOC completion 0.5 0.5 -

(Loading positions).
2h Load Planning.
2h1 Loading/Off-loading 0.5 0.5 -

Priorities.
2h2 Baggage categories and 1 1 -

hold locations.
2h3 Optimums Hold Loading 0.5 0.5 -

(multi sector flights,
volume utilization, fuel
conservation, etc…)
2i Positioning and Operation

Page 9-24
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SESSION
of Loading Equipment.
2i1 Procedure and 0.5 0.5 -

Approaching of Ground
Support Equipment.
2i2 Knowledge of the Aircraft 0.5 0.5 -

Areas Susceptible to
Damage by Ground
Recording and Reporting
of Damage to Aircraft
caused by Ground
Support Equipment.
2j Operation of Aircraft
Loading System.
2j1 Opening and Closing of 0.5 0.5 -

Hold doors.
2j2 In plane loading systems 0.5 0.5 -

(applied to Containerized
Aircraft)
Handled VJC’s hold
configuration and layout.
2k Aircraft Specific
Instructions.
2k1 Knowledge of all 2 2 -

specific weight and
balance aspects,
loading restrictions and
hold particularities
pertaining to the aircraft
types operating to the
Page 9-25
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MANUAL 20 June 2016
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SESSION
station concerned.
2l Course Exam
2l1 Theoretical Test 3 3 -
2m Test Correction
2m1 Questions and Answers 1 1 -
3 Loading Supervision
3a1  Introduction 0.5 0.5 -
 Resposibility of
3a2 0.5 0.5 -
Loading
3a3  Loading Principle 1 1 -
3a4  Tag and Label 1 1 -
 Flight MESSAGES:
3a5 1 1 -
LDM, CPM, UCM
 Safety while
3a6 1 1 -
Refueling
3a7  Tail Tipping 1 1 -
 Hold Structure and

3a8 1 1 -
Bulk Load
 ULD & Container

3a9 1 1 -
Labeling.
Page 9-26
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GROUND OPERATIONS
MANUAL 20 June 2016
TOTAL
SESSION
 Cargo Door
3 a 10 Operating and Loading in 0.5 0.5 -
Hold.
 Ground Service
3 a 11 2 2 -
Equipment (GSE)
 Loading Instruction
3 a 12 1 1 -
Report (LIR)
3 a 13  Loading Procedures 2 2 -
 Notification to Captain
3 a 14 0.5 0.5 -
(NOTOC)
 Emergency
3 a 15 2 2 -
Response Plan (ERP)
3b A320 Loading Procedures
3b1  Bulk Load Procedure 2 2 -
3b2  Limitation of Cargo 1 1 -

Hold.
3b3  Details of Cargo Door 1 1 -

Operating.
3b4  Lock System. 1 1 -
3b5  Loading Limitation 2 2 -
3b6  Loading 2 2 -
Requirement.
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MANUAL 20 June 2016
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SESSION
3b7  Approaching and 2 2 -

Operating Ground Service
Equipment
3b8  Net and Latch. 1 1 -
3b9  Loading Procedures 2 2 -
3 b 10  Loading Safety while 2 2 -

Refueling.
3c Review & Practice:
3c1 Loading Observation on 2 - 2

Ramp
3c2 Control and A320 Loading 3 - 3

Instruction with Instructor.
3c3 Control on Specific Flights 3 - 3

with Instructor
4 Forms & Flight View 1 0.5 0.5
5 Irregular Flights 1 1 -
Management
6 Headset Communication 4 1 3
7 Course Exam 1 1 -
TOTAL 80 68.5 11.5

Page 9-28
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GROUND OPERATIONS
MANUAL 20 June 2016
Part II – C - POLICY, PROCEDURE & PROCESS

CARGO SERVICES DUTY OFFICER
1. AIM
To equip the Duty GO Officer with all necessary knowledge on
policies, procedures and process pertaining to Cargo
management, for the proper and effective supervison of Ramp
services.
2. PARTICIPANTS :

trades but not from Ground Operations whom will be assigned
for Cargo Services duty.
3. SESSION :
4. COURSE DETAILS :
TOTAL
SESSION
1 Control of Turn-arround time 1 1 -
2 Load Control
2a General Weight and Balance

Proficiency and Awareness.
2a1 Terms used in the Load 0.5 0.5 -

Control environment
(vocabulary, acronyms,
operational codes and
abbreviations).
Page 9-29
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SESSION
2a2 Definition and Composition 0.5 0.5 -

of the Aircraft Design and
Operational Weights.
2a3 Aircraft Balance Principles. 1 1 -
2a4 Consequences of Improper 1 1 -

Loading on Flight and
Personnel Safety
2a5 Basic knowledge of Bulk 1 1 -

Hold Floor Resistance.
2a6 Basic knowledge of 1 1 -

Containerized Hold
Resistance (relationship
between missing or
damaged restraints gross
weight limitations)
2b Aircraft Structural Load

Limitations
2b1 Linear (running load) 0.5 0.5 -

limitation.
2b2 Area Limitation (spreader 0.5 0.5 -

floors).
2b3 Limitation per 0.5 0.5 -

Compartment/Section
position
2b4 Monologue (combined) 0.5 0.5 -

limitation
Page 9-30
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SESSION
2b5 Cumulative Limitation. 1 1 -
2b6 Missing Restraints 1 1 -

Limitations.
2c Bulk Hold Loading
2c1 Load Spreading Rules 1 1 -
2c2 Load Restraint Rules: 1 1 -

aircraft nets, tie-down, and
volume restraint
2d Loadsheet.
2d1 Computation, Issuance and 2 2 -

Check in both Manual and
Computerized modes.
2d2 Last Minute Change (LMC) 1 1 -

Procedure.
2d3 Computation, issuance and 2 2 -

check in all conventional
methods (indexed weights,
graphic charts etc.)
2e Loading Instruction Report

(LIR)
2e1 Knowledge of the Aircraft 1 1 -

Holds Designation and
Numbering.
2e2 Utilization of the Loading 1 1 -

Instruction/Report
Page 9-31
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document.
2f Loading Messages.
2f1 Reading of the Standard 2 2 -

Loading Messages for
onload/ offloading of the
holds
2g Other Special Load

(Perishables, Etc.)
2g1 Cargo IMP codes. 0.5 0.5 -
2g2 Marking and Labeling. 0.5 0.5 -
2g3 Loading Restrictions and 0.5 0.5 -

Compatibility Rules.
2g4 NOTOC completion 0.5 0.5 -

(Loading positions).
2h Load Planning.
2h1 Loading/ Off-loading 0.5 0.5 -

priorities.
2h2 Baggage Categories and 1 1 -

Hold Locations.
2h3 Optimums Hold Loading 0.5 0.5 -

(multi sector flights,
volume utilization, fuel
conservation, etc…)
2i Positioning and Operation of

Page 9-32
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TOTAL
SESSION
Loading Equipment.
2i1 Procedure and Approaching 0.5 0.5 -

of Ground Support
Equipment (GSE).
2i2 Knowledge of the Aircraft 0.5 0.5 -

Areas Susceptible to
Damage by Ground
Recording and Reporting of
Damage to Aircraft caused
by Ground Support
Equipment.
2j Operation of Aircraft Loading

System.
2j1 Opening and Closing of Hold 0.5 0.5 -

doors.
2j2 In plane loading systems 0.5 0.5 -

(applied to Containerized
Aircraft)
Handled VJC’s hold
configuration and layout.
2k Aircraft Specific Instructions.
2k1 Knowledge of all specific 2 2 -

Weight and Balance
aspects, loading
restrictions and hold
particularities pertaining to
the aircraft types operating
to the station concerned.
Page 9-33
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GROUND OPERATIONS
MANUAL 20 June 2016
TOTAL
SESSION
2l Course Exam
2l1 Theoretical Test 3 3 -
2m Test Correction
2m1 Questions and Answers 1 1 -
3 Loading Supervision
3a1  Introduction 0.5 0.5 -
3a2  Resposibility of Loading 0.5 0.5 -
3a3  Loading Principle 1 1 -
3a4  Tag and Label 1 1 -
 Flight MESSAGES:
3a5 1 1 -
LDM, CPM, UCM
3a6  Safety while Refueling 1 1 -
3a7  Tail Tipping 1 1 -
 Hold Structure and Bulk

3a8 1 1 -
Load
 ULD & Container

3a9 1 1 -
Labeling.
 Cargo Door Operating

3 a 10 0.5 0.5 -
and Loading in Hold.
Page 9-34
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SESSION
 Ground Service
3 a 11 2 2 -
Equipment (GSE)
 Loading Instruction
3 a 12 1 1 -
Report – LIR
3 a 13  Loading Procedures 2 2 -
 Notification to Captain
3 a 14 0.5 0.5 -
(NOTOC)
 Emergency Response
3 a 15 2 2 -
Plan (ERP)
3b A320 Loading Procedures
3b1  Bulk Load Procedure 2 2 -
3b2  Limitation of Cargo 1 1 -

Hold.
3b3  Details of Cargo Door 1 1 -

Operating.
3b4  Lock System. 1 1 -
3b5  Loading Limitation 2 2 -
3b6  Loading Requirement. 2 2 -
3b7  Approaching and 2 2 -

Operating Ground Service
Equipments.
Page 9-35
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GROUND OPERATIONS
MANUAL 20 June 2016
TOTAL
SESSION
3b8  Net and Latch. 1 1 -
3b9  Loading Procedures 2 2 -
3 b 10  Loading Safety while 2 2 -

Refueling.
3c Review & Practice:
3c1 Loading Observation on 2 - 2

Ramp
3c2 Control and A320 Loading 3 - 3

Instruction with Instructor.
3c3 Control on Specific Flights 3 - 3

with Instructor
4 Cargo Basic
4a Definition of Cargo 0.5 0.5 -
4b Cargo Acceptance 1 1 -
4c Airway Bill 0.5 1 -
TOTAL 72 64 8
Page 9-36
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GROUND OPERATIONS
MANUAL 20 June 2016
Part II – D - POLICY, PROCEDURE & PROCES

- INFLIGHT SERVICE STAFF
1. AIM
To equip the inflight staff with all necessary knowledge on policies,
procedures and process pertaining to inflight services, for the proper and
effective handlings.
2. PARTICIPANTS
but not from Ground Operations whom will be assigned for inflight
services duty.
3. SESSION
4. COURSE DETAILS
TOTAL
SESSION
1 General 2 2 -
2 Inflight Services SOP 4 4 -
3 Forms & Flight View 2 1 1
TOTAL 8 7 1
Page 9-37
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MANUAL 20 June 2016
Part II – E - POLICY, PROCEDURE & PROCES

- DRIVER
1. AIM
To equip the driver with all necessary knowledge on policies,
procedures and process pertaining to vehicle services, for the
proper and effective driving on ramp.
2. PARTICIPANTS
trades but not from Ground Operations whom will be assigned
for driving vehicle duty.
3. SESSION
4. COURSE DETAILS:
TOTAL
SESSION
1 General 1 1 -
2 Airside regulations 1 1 -
3 Driving coordination and 2 1 1

cautious
TOTAL 4 3 1
Page 9-38
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GROUND OPERATIONS
MANUAL 20 June 2016
Part II – F - POLICY, PROCEDURE & PROCES

- CABIN CLEANING STAFF
1. AIM:
To equip the cabin cleaner with all necessary knowledge on policies,
procedures and process pertaining to cleaning services, for the proper
and effective cleaning functions.
2. PARTICIPANTS
but not from Ground Operations whom will be assigned for cabin
cleaning duty.
4. SESSION
5. COURSE DETAILS
TOTAL
SESSION
1 General 1 1 -
2 Airside regulations 1 1 -
3 Cabin Cleaning SOP 6 - 6
TOTAL 8 2 6
Page 9-39
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GROUND OPERATIONS
MANUAL 20 June 2016
PART III-A – RECURRENT

DUTY OFFICER/ TEAM LEADER
1. AIM
To refresh all necessary knowledge on policies, procedures and
process, and update on new information.
Make advance training to staffs from VJC/ Service Provider.
2. PARTICIPANTS
All duty officers, team leader are currently working at those area:
passenger services, ramp & cargo services, inflight services, cabin
cleaning services, driving services.
3. RECURRENCY
Recurrent training shall be completed within 12 calender months.
4. SESSION
5. COURSE DETAILS
NO SUBJECT SESSION THEORY PRACTICAL PARTICIPANTS
1 Ramp Safety 8 All GO Staff
1a Introduction : 0.5 0.5 -

Ramp Safety vs
World Aviation
1b General – Airport / 0.5 0.5 -

Apron
1c Local Regulation - 0.5 0.5 -

Airport Pass,
Control
Document, the
MUST when
handlings on
Page 9-40
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GROUND OPERATIONS
MANUAL 20 June 2016
Ramp
1d Signal and 0.5 0.5 -

Signage, Tarmac
Defintions and
Color Code
1e Hazards from 0.5 0.5 -

Engines
1f FOD 0.5 0.5 -
1g Ground Service 0.5 0.5 -

Equipment (GSE)
1h Incidents/ 0.5 0.5 -

Accidents from
Ground Service
Equipment
operating on
Ramp
1j Safety Awareness 0.5 0.5 -
1k Human Errors 0.5 0.5 -
1l Incidents/ 0.5 0.5 -

Accidents from
Nature and
Human
1m Fuel Spillage 0.5 0.5 -
1n Causes of 0.5 0.5 -

incidents/
accidents and
Prevention
Methods
Page 9-41
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GROUND OPERATIONS
MANUAL 20 June 2016
1o Review and 1 1 -
Course Exam
2 Aviation Security All GO Staff
Awareness of
2a 0.5 0.5 -
Aviation Security
Security
Procedures apply
2b 2 2 -
to Passennger
staff
Bomb Threat
2c against Aircraft on 0.5 0.5 -
the Ground
Identification of
2d Dangerous Items, 0.5 0.5 -
Sabotage Device
2e Course Exam 0.5 0.5 -
3 Dangerous Goods All GO Staff
8a Introduction 1 1 -
General
Terminology
Incidents/
Accidents related
to DGR
8b Definitions 1 1 -
Responsibilities of
Shipper
Responsibilities of
Page 9-42
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MANUAL 20 June 2016
Carrier
Training
requirement
Information to
passenger
8c Limitations 2 2 -
DGR – Accept to
Carry
DGR – Refuse to
Carry
DGR – Hidden
Risks
Regulations of
DGR - Carried by
Passengers, Crew
DGR -Acceptance
as checked-bag
8d Catergory of DGR 1 1 -
8e Label 1 1 -
8f DGR -Emergency 1 1 -
Response
8g Course Exam 1 1 -
Passenger Service Providers’

4 4
Service Passenger staff
Service Providers’
5 Ramp Service 4
Ramp staff
Page 9-43
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MANUAL 20 June 2016
Page 9-44
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GROUND OPERATIONS
MANUAL 20 June 2016
PART IV–A – GENERAL MANAGEMENT

TEAM LEADER
1. AIM
To equip all necessary team-work on how have good communicating
and working with your team – and with others, also, motivate team
members to have the best performance.
2. PARTICIPANTS
Team leaders of Passenger Services, Ramp Services, Cargo Services,
Inflight Services.
3. RECURRENCY
Recurrent training shall be completed within 12 calender months.
4. SESSION
5. COURSE DETAILS
TOTAL
SESSION
1 Service Control 4 4 -
2 Quality Control 4 4 -
3 Crisis Resolution &/Or 4 4 -

Control
TOTAL 12 12 -
Page 9-45
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GROUND OPERATIONS
MANUAL 20 June 2016
PART IV–B – ADVANCED MANAGEMENT

MANAGERS
1. AIM
To equip all necessary management skill and communicating and
working within a team – and with others to achieve the best KPI and
targets.
2. PARTICIPANTS
Manager level and above upto Heads of GO.
3. RECURRENCY: N/A.
4. SESSION
5. COURSE DETAILS
TOTAL
SESSION
1 Advanced Management 8 8 -
2 Service Control 4 4 -
3 Quality Control 4 4 -
4 Crisis Resolution &/Or 4 4 -

Control
TOTAL 20 20 -
Page 9-46
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MANUAL 20 June 2016
REFERENCE DOCUMENTS
 VARS
 ICAO SARPS
 IATA Manual
 Policies and Procedures.
 Aviation Security Program,
 Ground Operations Manual (GOM),
 Station Manual (SM),
 Ground Operationss Handbook (GH),
 Cargo Operations Manual (COM);
 Dangerous Goods Regualations

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MINISTRY OF TRANSPORT SOCIALIST REPUBLIC OF VIETNAM

To Vietjet Aviation Joint Stock Company

In consideration of proposal of Vietjet Aviation Joint Stock Company (VJC)

On behalf of General Director

Revision Date: 17 Aug 2016

Authorisation Name Signature- Date

Managing Director LUU D Nftt/,t6

AUTHORISATION PAGE Iss04/Rev00

This GROUND OPERATIONS MANUAL is published under the authorization of

Ground Operations – Services Division

Tel: 84-8-3547 1866

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Description of the Organization

VIETJET AVIATION JOINT STOCK COMPANY, heretofore referred to as

Relationship with Other Organizations

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Holder Location Format Copy No.

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Insert and remove pages as indicated on the revision cover letter.

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RECORD OF TEMPORARY Iss04/Rev00

RECORD OF TEMPORARY REVISIONS

Temporary Revisions (TR) to this manual shall be inserted by an authorized user

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AUTH-1 04 00 20/06/16 CHAPTER 1 - GENERAL

AUTH-2 04 00 20/06/16 1 04 00 20/06/16

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1.1 GOAL & APPLICATION ......................................................................... 3

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1.1 GOAL & APPLICATION

1.3 STRUCTURE & REQUIREMENTS

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2.1 VJC ORGANIZATIONAL STRUCTURE ................................................ 3