Standard Administrative and Operating Procedures (DRAFT) (SAOP

Standard Administrative and Operating
Procedures (DRAFT)
Table of Contents
Administrative Procedures
UNHAS-Priority system and eligibility
Organization’s Responsibilities
Criteria for Carriage of Passengers
Passenger Requests and Confirmation Process
Passenger Luggage and Light Cargo/Parcel Services
Transportation of Dangerous Goods
Safety and Other In-Flight Information
3.1 Security Evacuations
3.2 Medical Evacuations
3.2.3 UNHAS Main Contact Points
Passengers Request Forms (English & French)
Cargo Movement Request Form (English & French)
Focal Point Assignment Form (English)
MEDEVAC Request Forms (English & French)
CASEVAC Request Forms (English & French)
Waiver for Non-entitled passengers (French)
Airlift is vital in humanitarian emergencies. Aircraft provide the humanitarian relief community safe and reliable passage for personnel
and cargo, in particular, to areas where surface travel is impassable or insecure.
At present, the World Food Programme (WFP) charters both passenger and cargo aircraft. The United Nations Humanitarian Air
Service (UNHAS) exercises management and control of these assets to provide air transport to eligible humanitarian organizations.
UNHAS rules and regulations, staff qualifications and aircraft chartering procedures are based on the United Nations Common
Aviation Safety Standards (AVSTADS), which have been agreed by WFP and the UN Department of Peacekeeping Operations
(DPKO), under ICAO guidelines.
UNHAS DRC is based in Kinshasa with sub-offices in Goma and Lubumbashi. An integrated administration, communication, flight
information and medical and security evacuation procedures system is in place.
The purpose of this SAOP is to streamline these procedures and thereby promote a safe, effective and reliable air transport service to
all humanitarian agencies entitled to use aircraft managed by UNHAS.
This SAOP shall be applicable to all countries and regions into which UNHAS DRC will provide service, in the course of its normal
operations, and beneficiaries in those countries shall comply with its contents.
UNHAS is the aircraft-tasking and operations-executing body for WFP humanitarian air transport. The overall operational and administrative control
of UNHAS is vested in the head of UNHAS, the Chief Air Transport Officer (CATO), through the Humanitarian Coordinator and a User Group
Committee (UGC).
The UGC meets on periodic basis, as may be decided. The group consists of representatives from the UN Agencies and NGOs, which intend to avail
UNHAS’ services. Normally, it is the heads of agencies or their designated representatives that meet at this forum to ensure a high level of
participation and credible decision-making. A Steering Committee may also be formed to make more informed decisions at short notice.
The mandate of the UGC is to:
Give WFP Aviation guidelines on operational areas of support.
Establish administrative policies and issue administrative directives on a prioritization system of passengers and cargo.
Advise on upcoming transport peaks and aircraft needs to help with fleet management.
Decide on destinations to be served.
Ensure compliance with established procedures for the safe and efficient handling of passengers and cargo.
Formal feedback to WFP Aviation on common services performance.
Ensure that the common services provided by UNHAS are equally made available to all users.
Outline modalities for the sustainability of the operation, through full or partial management cost recovery.
Assist UNHAS in obtaining all necessary authorizations and clearances from government authorities.
Usually, air operators are under contract to carry out flight operations as directed by UNHAS. The composition of UNHAS fleet varies according to
operational requirements and available funding. Presently, a Dornier 328, a Dash 8 and a PAC 750XL will be in service.
UNHAS DRC provide passenger and light cargo airlift to UN organizations, donor governments, non-governmental organizations (NGOs) which
are implementing partners, and other NGOs engaged in humanitarian-aid projects in the Region.
The passenger service operates based on a fixed schedule from Monday to Friday including any holidays within those days. Saturdays and Sundays
are usually reserved for aircraft maintenance and to ensure compliance with crew rest and duty time limitations as well as administrative
requirements. However, aircraft may be utilized any day (including weekends) in case of emergencies such as medical or security evacuations.
Special flights may be also considered for individual organizations. However, these are on full cost recovery basis and may be scheduled within
available slots, provided requests are made at least seven (07) days in advance and there are sufficient aircraft flying hours remaining to meet the
fixed schedule requirements for the period.
Non-compliance with the following SAOP could result in denial of service.
Passengers are covered by Carriers’ Passenger Liability and Third Party Insurance as detailed by the Montreal Convention.
Note that UNHAS accepts no responsibility whatsoever for any injuries, deaths, losses or delays, which may arise in the course of providing the
Passenger Service
Within each priority category, space is accommodated in accordance with "First Booked - First Served" practices. However, sudden rise in
emergency demands is given the highest priority and may disrupt the regularity of the schedule. In this regard, the Humanitarian Coordinator
(HC) in consultation with the UGC may readjust these priorities as deemed necessary.
Cargo Service
Beneficiaries are as per the table below. Within each priority category, space is accommodated on "First Booked - First Served" and on space
Priority One
Priority Two
MEDEVAC / Security Evacuations.
Certified Aviation Safety Inspectors and Accident
Investigators, when required.
Designated heads of UN Agencies, UN Bodies,
Funds and Programmes, Donor Governments, UN
Organizations and NGOs and ICRC/IFRC and their
implementing partners with signed agreements for
projects in the region.
UN staff and staff of NGO-implementing partners on
initial deployment.
Personnel on repatriation with immediate connecting
UN staff and staff of NGO and ICRC/IFRC
implementing partners on R&R and official leave.
Journalists covering an emergency to the benefit of
the UN and its implemented partners and accredited
through a UN Agency
Government organizations directly working on
humanitarian projects within the region and
supported by the UN (including ambassadors and
first secretaries of donor countries.
Other NGOs, ICRC / IFRC engaged in
humanitarian-aid projects within the region.
a. Medical life-support equipment and
b. Aircraft on Ground (AOG) spares and
c. Equipment and supplies for aircraft
ground handling and management of
aircraft operations.
d. Vehicle off Road (VOR) spares and
a. Perishable cargo and cargo for
immediate distribution upon arrival at
b. Through cargo in transit connecting
with other flights.
c. Accompanied personal effects not
exceeding 15 Kg.
a. Cargo required for immediate
replenishment stock.
b. Unaccompanied personal effects not
exceeding 15kg.
c. All other cargo
Organizations with Priority Two have access to the service on waiting list, i.e. only when seats are available, after
completing requests from those with Priority One.
Any Organization not covered by the direct priority list above may request to be accredited by an UN Organization
and book a seat through that organization.
In exceptional cases, organizations not accredited by a UN Organization may be allowed to avail UNHAS aircraft
upon a formal request. The sole authority to such requests is the WFP Country Director (CD) or his/her designated
officer-in-charge (OIC).
Passengers outside the direct-beneficiary organizations shall be required to complete the UNHAS Waiver.
Each organization is required to submit a completed Focal Point Assignment Form to UNHAS with no more than three focal points
per location (one substantive and 2 deputy focal points), who will be the sole authority to booking requests and cancellations on behalf
of that organization. The Focal Point Assignment Form must indicate the full names, specimen signatures, email addresses, job
functions and contact details of the focal points as well as the name of the Head of Mission, his/her signature and the official stamp of
that organization.
Each organization is required to submit a list of staff members, who are eligible to benefit from the Service, to UNHAS. The list must
be endorsed by the head of the organization or his/her designated official and must contain the following details in typed or printed
legible script (English or French):
Name of the individual
Name of organization (for members of organizations involved in humanitarian work as partners)
Job Title / Designation (in case of collaborating organization employee, indicate to whom)
Passport Number / Organization’s Identification Card Number
Duty Station
The eligibility of passengers to travel on UNHAS flights will be the responsibility of the organization/focal point requesting a
UNHAS reserves the right to seek clarification and verification of details on lists and passengers eligibility submitted by any
organization through the appropriate channel during which period no bookings for the organization concerned will be accepted.
Organizations are responsible in ensuring that all their passengers adhere to UNHAS procedures.
Organizations are requested to ensure that passengers booked and eventually authorized to travel on UNHAS aircraft have
the appropriate travel insurance before commencement of their journey.
1. For booking requests, the prospective passenger must be a member of an organization involved in humanitarian relief activities in
the region. UNHAS is only permitted to carry humanitarian workers who are essential to projects. This does not include family and/or
dependants. For emergency cases, the authority to approve exceptions lies within the HC and/or the WFP CD (or his/her designated
2. For booking requests to be processed, the passenger’s name must appear on the requesting organization’s staff list. Short-term staff
or consultants must have an authorization (“Ordre de Mission”) from the sponsoring agency.
3. For travelling, the passenger’s name must appear on the passenger manifest. No person is authorized to board an aircraft without
being properly manifested. It is against ICAO and international aviation regulations for an aircraft to transport non-manifested
4. All required travel documents (visa, ID card, Ordre de Mission, security clearance etc) are the sole responsibility of the traveler and
must be provided to UNHAS staff on request during checking-in.
5. No arms and ammunition are allowed onboard UNHAS flights.
6. No live animals (including pets) are allowed on UNHAS flights.
7. Unless specially authorized by the HC or WFP CD (or his/her OIC), military personnel (whether uniformed or not) shall not
be carried on UNHAS flights.
8. For safety reasons, UNHAS staff and crew might require opening and inspecting any item or luggage for verification before
accepting on board an aircraft. Any item/luggage found to compromise safety will be rejected. Furthermore, items with unpleasant
odour, such as fish, meat, some local products etc, infringe on crew and passenger comfort and may be denied access on UNHAS
9. At small airports without proper screening facilities and UNHAS staff, the crew will be fully responsible for the manual inspection
of passengers, luggage and cargo and ensuring that no dangerous goods are carried onboard the aircraft. In such cases, the decision of
the pilot-in-command will be absolute.
10. Mail and pouch are acceptable by UNHAS as unaccompanied cargo. Such cargo must be registered and delivered to UNHAS the
day prior to the flight but not later than 1500 hours. Organizations are not authorized to deliver any pouch or correspondence directly
to crew members. Weights for mail and pouch may not exceed 5kg. Mail and pouch will be subjected to usual screening.
11. Dispatch and reception of cargo of any kind are the responsibility of the individual and/or organization concerned. UNHAS will
not be liable for the loss of any unattended baggage or cargo at both departure and destination airports.
12. Once boarded, all passengers shall comply with instructions from crew. Any person who fails to abide to crew instructions shall
be suspended from availing the Service and, in some cases, his/her entire organization may be denied the service. The authority to
such decisions is the WFP CD in consultation with the HC and/or UGC.
1. Booking of passengers and light cargo/parcels has to be made by the organization’s focal point directly either to the UNHAS main
office in Kinshasa (or via email to [email protected]) or through any of the UNHAS Operating Field Stations (OFS). However, only
the UNHAS Booking Offices in Kinshasa will provide the requestor with a Reference Number confirming the requestor’s booking
2. Bookings may be made by focal points at least 24 hours prior to the intended date of travel but not earlier than 30 days in advance.
3. UNHAS Booking Offices have the following opening hours:
● Monday through Thursday: 0800 – 1600hours.
● Fridays: 0800 – 1500 hours.
4. All passenger bookings must be made using the attached Passenger Request Form (PRF) and cargo bookings must be made using
the attached Cargo Movement Request Form (CMR).
5. Booking request forms must be completely filled and bear the official stamp of the organization and signed by a UNHASrecognized focal point. In cases where none of the focal points is available, UNHAS will only accept authorization from a delegated
authority if there is written proof of the delegation of such authority. Additionally, PRFs must include the reason for travel and
security clearance status of staff, if required by the organization. UNHAS reserves the right to reject any request form that is
improperly completed.
6. PRFs are to be submitted in person and completed in duplicate to the UNHAS Booking Office. Booking requests are also
acceptable via e-mail.
● If the request is made in person, the document must be signed as received and a seat confirmation code will be issued by
● If the request is sent via email, the booking staff will respond same to confirm the booking status. It is however recommended
that focal points follow up for confirmation on whether requests sent via e-mail have been received.
● If the request is processed via a UNHAS OFS, the booking status information takes longer than the two options above. However,
once received, the booking is processed on ‘First-Booked, First-Served’ basis.
It is highly recommended that the requestor should keep a copy of the booking request indicating the reference
number as proof that the booking has been accepted and confirmed.
7. Cancellation of a booking request must be communicated to UNHAS at least 12 hours prior to the estimated schedule time of
departure (ESTD). In exceptional cases, late notification of flight cancellations shall be accepted but this shall not be later than one
hour prior to ESTD. A passenger who is confirmed on a UNHAS flight and fails to show up at the airport without notification as
described above shall be considered as “No Show” and may subsequently be suspended from the use of the Service for a period predetermined by the UGC (usually 3 to 7 days). Nominal booking fees (if applicable), shall not be refunded to “No Show” passengers.
8. All changes in passenger manifests shall be done through the UNHAS main office in Kinshasa. Under exceptional circumstances,
non-manifested passengers may be added to the manifest in manuscript. The sole approving authority to such amendments is the
Chief Air Transport Officer or his/her delegated OIC. In all cases, booking requests are required before a passenger travels.
In order to ensure fair usage, a limitation of three (03) seats per organization on each flight applies. Passengers exceeding this
limit from one particular organization shall be put on the waiting list.
Should there be a special requirement for confirmed additional seats above the three-per-agency limit, a written request must
be forwarded to UNHAS for approval at least four (04) working days prior to the intended date of travel.
An organizational photo ID card, UNLP or national passport shall be produced to the handling agent or UNHAS (as applicable) during
check-in. A passenger who fails to produce any of these documents may be denied access to UNHAS aircraft. It may also be
necessary for passengers to provide additional documents such as ‘Ordre de Missions’, security clearances, travel authorizations, etc,
on request.
In order to maintain punctuality and maximize the utilization of the aircraft for the benefit of all passengers, it is necessary that
passengers comply strictly with the stipulated check-in times. The following applies:
1. Airports/airstrips with UNHAS staff:
● Passengers to report to the check-in counter not later than 1 hour prior to ESTD.
● Unaccompanied cargo to be delivered at UNHAS check-in counter not later than 1 hour prior to ESTD.
2. Other airports/airstrips without UNHAS staff:
● The Pilot-in-Command will perform check-in on behalf of UNHAS. In case of conflicting information between the manifest
borne by the crew and that of the field destination, the former will be considered the latest amendment and therefore the valid
document to be used for boarding.
● Passengers to report to the check-in counter not later than 1 hour prior to ESTD.
● Unaccompanied cargo to be delivered at the check-in counter not later than 1 hour prior to ESTD.
In all cases, check-in formalities close not later than 30 minutes prior to ESTD. Passengers arriving after the assigned check-in time
may be considered as "No-Show" passengers and their seats may be allocated to passengers on waiting list.
Passengers on waiting list will be served on ‘First -come, First-served’. However, priority will be given to expatriate staff in transit
from international trips.
UNHAS is not responsible for the payment of any fees that may be required by national authorities, such as visa fees, passenger taxes.
Individual passengers are responsible for the payment of such fees.
Cancelled Flights:
In the unlikely event that UNHAS cancels any of its flights, passengers may have to be re-booked/re-confirmed and a new Passenger
Request Form has to be submitted by the relevant Focal Point. In such instances, late requests will be accepted as much as possible.
When re-confirming a flight as indicated above, this must be indicated in the “Remarks” column on the request form.
Due to aircraft configuration and performance limitations, the maximum allowable luggage weight per passenger is 15kg. This
includes the traveler’s carry-on baggage. All excess baggage has to be pre-booked following the same procedure as the cargo request.
Excess luggage may be considered only if it is within the operating limitations of the aircraft and approved by UNHAS staff.
Only one (1) piece of baggage is allowed as carry-on. The carry-on baggage must also be checked-in and stowed as per appropriate
procedures laid down by the operator.
Organizations may request the transportation of light cargo and parcels but each piece shall be limited to 1.3 cubic meters by volume
and not exceeding 32kg per piece. The requesting organization shall complete all information required in the Cargo Movement
Request Form. Cargo must be correctly labeled with details of the weight, destination, consignor and consignee inscribed on the item.
With the exception of cargo in the ‘Immediate Priority’ category, all other cargo will be considered only after satisfying passengers.
All cargo (accompanied or unaccompanied) is subject to a random security check.
In order to safeguard the safety and security of all passengers, there shall be no exceptions to the rule.
In the interest of safety and to prevent equipment damage within the Service, awareness of the regulation regarding the following
hazardous goods is vital. This information is with reference to the International Civil Aviation Organization (ICAO) technical
instructions and the International Air Transport Association (IATA) regulations for the transportation of dangerous goods by air.
List of Dangerous Cargo Transport
The dangerous goods list includes (but not limited to) the following categories:
1. Fuel of any kind is not authorized on board passenger aircraft.
2. Cylinders of compressed air or oxygen are prohibited from air transport unless used as life-saving breathing apparatus in certain
limited medical use (under the supervision of air-medics).
3. Camping gear portable canisters, which may contain flammable gas and/or flammable liquid. Non-safety matches are also
4. Any pressured cylinder whether full or empty. This includes domestic and industrial gas cylinders (propane).
5. Dental apparatus, which may contain hazardous chemicals such as resins or solvents, are prohibited.
6. Medical supplies, which may contain dangerous chemicals (conditions apply).
7. Pharmaceuticals, which may contain dangerous chemicals, e.g. acids (conditions apply).
8. Photographic supplies i.e. darkroom chemicals (prohibited).
9. Refrigerators of the type that contain toxic gas or dangerous liquids (conditions apply).
10. Repair kits which may contain dangerous goods - cellulose paints, organic peroxides, etc (prohibited).
11. Some medical items for scientific research e.g unknown samples for testing may contain dangerous goods (prohibited unless
12. Swimming pool and water chemicals, which may contain dangerous chemicals (prohibited).
13. Some toolboxes which may contain explosives, compressed gases or flammable gases (prohibited).
14. Motor vehicle or generator batteries (conditions apply).
15. Heat-generating devices e.g. battery-operated equipment such as torches and soldering equipment, which if accidentally activated,
will generate extreme heat (prohibited).
All personnel involved in preparing consignments and bookings on UNHAS aircraft must adhere strictly to these procedures.
If in doubt of the regulations applying to any cargo, please contact the UNHAS Airport Supervisor or the Operations Office.
ATTACHMENT – Illegal Items
Smoking is prohibited
on all UNHAS aircraft.
Weapons and other
munitions are strictly
forbidden on UNHAS aircraft.
Monitor the safety briefing
given by the flight crew.
Emergency briefing booklets,
are available in the pocket of
each seat.
Emergency medical kit and
survival packs are carried on
all UNHAS aircraft.
WATER is not served on all
UNHAS aircraft.
Toilets are not available on
some UNHAS aircraft in
Use of radios, electronic
games, cell phones and
computers is prohibited on
all UNHAS aircraft.
For security and urgent medical evacuations, UNHAS officers can be reached 24 hrs/day, 7 days/week, on contacts as indicated in
Evacuations can only be undertaken according to flight rules and any flight restrictions would be applicable. However, this regulation
should not deter any individual or agency from requesting an evacuation, should the need arises.
The authority to approve the use of UNHAS aircraft for security evacuations lies with the Designated Official (DO) or the UN
Resident Coordinator (RC) through the Chief Air Transport Officer, UNHAS. Based on available information, an approval would be
given for relocation or evacuation of staff as necessary. Security evacuations will be conducted in concert with DPKO (MONUC).
Accurate information is essential in order to launch an effective evacuation. The following information must be forwarded to UNHAS,
should there be the need for a security evacuation.
● A list of the names of persons (separating expatriate and national staff) requiring the evacuation.
● A list of organizations that require the evacuation.
All means of communication must be maintained between stakeholders and UNHAS.
A continuous radio watch on HF will be maintained by UNHAS in the field.
Contact on VHF will be established when the aircraft approaches the field destination.
In all cases, the request for a medical evacuation (MEDEVAC) should be initiated by a medical officer or paramedic. The order of
preference for the initiation of a MEDEVAC (in descending order), is as follows:
1. If available, the request must be initiated by an UN-recognized medical officer.
2. Where there is no UN-recognized medical officer, the request may be initiated by the medical staff of a recognized NGO
(preferably, an NGO belonging to the UGC).
3. In areas where there is no medical staff from any of the above categories, a medical officer from a recognized hospital/clinic may
initiate the request.
Priority 1: Urgent and Serious.
Life-threatening condition, loss of sight or loss of limb. These need immediate evacuation by air.
Reaction time: 3 to 6 hours.
Priority 2: Urgent.
Patient requires urgent surgical treatment but is in a stable condition.
Reaction time: 6 to 24 hours.
Priority 3: Normal Evacuation.
Patient requires medical treatment, which is not urgent.
Reaction time: Depends upon aircraft availability.
Initiation of Request: All organizations with regular access to UNHAS aircraft (members of the UGC only) may request a
MEDEVAC for their staff. At the field level, the senior-most person of the organization requesting the MEDEVAC should contact the
UNHAS Aviation Officer. The request must indicate details of the patient as outlined in, but not restricted to, the medical
questionnaire guidelines below:
Medical Evacuation Questionnaire Guidelines
Identification of requester (means of communication - phone/fax/radio/e-mail)
What is the patient's name and organization?
Nationality of patient
Blood Group
Valid travel documents? E.g. Passport
Where is the patient at present?
What is your contact telephone/fax/radio number?
What is the nature of the injury or illness? Confirm if it is contagious (mandatory for all MEDEVAC).
Is the patient a sitting or lying case?
Is the patient conscious?
Is the patient bleeding?
Has a doctor been consulted and, if so, what is his/her opinion on air travel?
How many people are to be picked up?
Who will accompany the patient? Is a MEDEVAC team required?
Airfield conditions? Is the airfield regularly accessed by UNHAS aircraft?
Additional information such as special equipment required on board the aircraft.
Security of the landing area
UNHAS aircraft are not equipped as air ambulances. Nevertheless they can be configured with a stretcher.
Radio and communication procedures: Information regarding requests for MEDEVAC must reach the UNHAS main office
through any of the contacts provided below.
The Head of UNHAS is the only person authorized to task an aircraft following a MEDEVAC request. Based on information provided
by the organization’s field/sub-office, the Head of UNHAS will contact the crew for aircraft readiness and further dispatch.
Action Required by the Requesting Organization:
The organization requesting the MEDEVAC is responsible for the following:
● Arranging for an ambulance, if required, at both departure and destination points.
● Arranging any other form of assistance (e.g. wheelchair, medical team etc) that may be required.
● Contacting and providing a representative to pick up and assist the evacuee with immigration, health and other airport formalities
that may be required.
Please note that the requester is also fully responsible for the patient’s transportation to the aircraft at the airport of departure and from
the aircraft upon arrival at the designated evacuation location.
NOTE: Unless exceptionally approved by the WFP CD (or his/her designated OIC), UNHAS does not provide MEDEVAC
services for persons outside the UGC.
Procedures for CASEVAC are similar to that of MEDEVAC outlined above. In CASEVAC cases involving transportation of a dead
body, the organization shall be responsible for arranging a coffin (if it fits into the aircraft to be used) or a body-bag. UNHAS shall not
accept to transport a dead body without such an arrangement as it may pose a health hazard to crew.
The attached forms are to be properly completed as appropriate for all MEDEVAC/CASEVAC requests.
Chief Air Transport Officer
Cell: (+243) 998 630920
Air Movement Officer - Kinshasa
Cell: (+243) 998 630939 / 998 630914
4. MEDEVAC REQUEST FORMS (English & French)
5. CASEVAC REQUEST FORMS (English & French)