TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 1/ 10 Doc. N°: APPROVAL ------------------------ Prepared by Format Check Content Approval Unit ------------------------ ------------------------ ------------------------ Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 2/ 10 Doc. N°: Revision History Rev No Revised Page Date Reason for Revision Revisied by Distribution List : Distributed to For Information For execution Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 3/ 10 Doc. N°: Table of Contents Part A: General Description 1. Purpose 2. Scope 3. References and Related Documents 4. Definitions 5. Authority and Responsibilities Part B: Operation Activities Part C: KPI and Control Measurement 1. KPIs 2. Reports 3. Annexes Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 4/ 10 Doc. N°: Part A: General Description This section provides an overview of airport terminal operations, highlighting the significance in connecting people and facilitating global travel. It explores the various components of the terminal and emphasizes their interdependence in delivering a seamless passenger experience. Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 5/ 10 Doc. N°: 1. Purpose Airport terminals are a hub of activity, with passenger coming and going, flights arriving and departing, luggage being loaded and unloaded. With so much going on, it can be challenging to manage the operations effectively. Thus, efficient terminal operations are critical to the success of any airport. Effective management increases efficiency, improves customer experience, and reduces costs. In this comprehensive manual, we'll explore the best practices for optimizing airport terminal operations. 2. Scope This manual has been created to provide clear guidance on the proper management and operation of our airport terminal. It encompasses all aspects of our operations, including objectives, policies, standards, rules, regulations, and procedures. This manual aims to ensure smooth operations while maintaining a high level of service for our passengers. Indeed, the primary objectives of this manual are as follows: To establish a safe and secure environment for all airport users. To provide efficient and effective services to passengers, airlines, and other stakeholders. To maintain compliance with local and international regulations. To promote a positive customer experience by delivering excellent service. 3. References and Related Documents In line with following key policies: Safety Policy: Safety is our top priority. All staff members must adhere to safety guidelines and report any hazards or incidents promptly as per the shared (indicate or insert your dedicated Safety policy). Security Policy: We maintain strict security measures to ensure the security of all airport users. Staff members should familiarize themselves with security protocols and report any suspicious activities (indicate or insert your dedicated Security policy).. Quality and Customer Service Policy: We strive to deliver exceptional high quality service at all times. Staff members should be polite, helpful, and proactive in assisting passengers as per the shared (indicate or insert your dedicated Quality and Customer Service Policy). Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 6/ 10 Doc. N°: Environmental and sustainability Policy: We are committed to minimizing our environmental impact by implementing sustainable practices throughout our operations (indicate or insert your dedicated Environmental and sustainability Policy). And bellow international and national regulations IATA ADRM (indicate your national regulation that need to be implemented). 4. Authority and Responsibilities (Insert terminal operation organisation chart and higlight breifly responsabilities) 5. Airport Terminal Operation Processes (Indicate terminal operation processes with their interaction) Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 7/ 10 Doc. N°: Map Insert over-all terminal operation map Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 8/ 10 Doc. N°: Part B: Operation Activities This chapter delves into the critical aspects of terminal operation activities. It covers topics such as facilities check, congestion and queuing follow up, baggage handling systems, customs and immigration processes, passenger assistance programs, and accessibility considerations. Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 9/ 10 Doc. N°: Part C: KPI and Control Measurement Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically TERMINAL OPERATION MANUAL Date: xx/xx/20xx Rev : Page: 10/ 10 Doc. N°: 1. KPIs 2. Reports 3. Annexes Unless “CONTROLLED COPY” is imprinted on the printed copy, then the document is a copy for study and an updated version can be found electronically