Station Activitiess (6)

Station Activities-QRG

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I. General

 Communication
o Make sure the company email protocol is respected.
o Respect the Email Escalation Matrix when and if it is not affecting

the operation and/or Customer Services. Follow below process
 For information,
 Call for action,
 Call for intervention

o Don’t reply to all (unless they all have to know it), please reply to

the sender with copy to concerned only and if they deserve to be

copied.
o Use available instant messaging, like MS teams/whatsapp etc… for

real time operational communications.
o Ensure to make direct calls as necessary for any operational need.
o Use station communication guideline located in portal page quick

link item #36 for all cargo related issue
 INAD and DEPA/DEPU Handling

o Make sure passengers are safe to travel
o Make sure to hand over the required document to lead cabin crew.

(do not give in front of the INAD and other passengers).
o When DEPA……. Check the requirement of destination station on

how the Accompanying police will be handled.
o Check and confirm first with ET security section in case of DEPA.

SecurityOPTMGT@ethiopianairlines.com

o Ensure to advise ADD and destination stations for smooth

handling
 ADDCASEFOLLOWUP@ethiopianairlines.com
 DepartureControlT2@ethiopianairlines.com

o Advise if any cost is applied including for the accompanying

police officers.
 Acceptance of PET in Cabin or in Hold.

o Always check the destination requirements as some countries don’t

accept PET to be transported as baggage. They only accept PET

when transported as Cargo only.
o Mind the aircraft cargo door dimensions before accepting huge

crates (Cages) especially when operating with Narrow bodied

aircrafts.

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o Refer below ET Procedure for acceptance of PET and the charges

applied. PET Handling.
o Please refer below for air conditioning system per aircraft type

before acceptance and carriage. Aircraft Air Conditioning &

ventilation capability.
o Ensure to advise ADD and destination stations for smooth

handling.
 Cargo Hold door dimensions.

o Cargo hold doors have different dimensions.

II. ACE as Operating Tool.

o We shall always use ACE as an operating tool and not as extra job.
o ACE ensures continuous improvement in the day to day operation

by eliminating wastage and efficient utilization of resources.
o Shall assure the establishment of a workable ACE structure.
o Shall allocate time for the ACE meeting and working time and

shall support agents in the ACE implementation.
o Is responsible for the ACE ownership and all the managerial tools

(skill matrix, master project list and Control tower).
o Assure if the employees are aware of the tool and fill gaps of

awareness periodically.
o Is responsible for the whole implementation of the tools.
o VSM implementation shall also be considered at station level.
o Refer below link for ACE & VSM related trainings and actions.

ACE training. VSM Training.

III. Ground Safety and Incident Management.

o Ensure to comply to ET and international safety regulations are

applied while ground handling activities are carried out.
o Make sure to file the spot check list compliance.
o Ensure FOD inspection before flight arrival and after departure.
o Use of wing walkers on departure/repositioning as required.
o Check availability and usage of Marker Cones per ET need and per

aircraft.
o GSE not going through the wings and extreme care while driving

around aircraft.
o Make sure a designated place is available for ULD placement.
o Frequently check for faded lines in the parking area and escalate to

concerned airport authorities.

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o Random inspection for violation shall be made and the handling
team shall know about the gaps.

o Check for any possible hazard in aircraft and customer handling
and make sure its escalated and handled promptly.
Airside Supervision and Safety

o For accident/incident reporting refer CLSM chapter 07, section
07.08.

IV. ULD Management

o Make sure you only keep Containers and Pallets as much as the
permitted allotment for your stations

o Ensure that to file the Safa checklist.
o Check the ULD’s expire date is not due date.
o Keeping more than the allowance would create shortage on another

station.
o Make sure all containers received from ADD are in OK status and

if not in acceptable condition, report same to ULD section
immediately and without any delay.
o ULD Shall never be stored, pushed/pulled on a ground but shall be
stored under cover and on suitable base support system e.g. dolly,
roller bed, etc.
o If the above is not done, there is a possibility that it will be
accounted against the stations.
o Make sure ULD is stored in safe area and avoiding damage.
o If damage occurs at the stations, make sure to charge the handling
agent for same in coordination with ULD section.
o Damaged containers shall be handled according to ET procedures.
o Daily UCM in/out messages shall be sent.
o Weekly SCM (Stock Check Message) shall be sent without fail
latest until 10:00AM Addis Ababa local time every Friday.
o Detail procedure on ULDs can be found on GOM Chapter 07.05

 Handling Agent staff knowledge about ET products and procedures.
o Make sure check-in, boarding & loading staff are familiar with ET
Product/procedures.
o Make sure cargo handling and Cargo sales agent staffs are familiar
with ET product/procedures on reservation, acceptance, storage,
buildup, loading/unloading and delivery of cargo

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o It’s better to have a general briefing document with ET procedures
on check-in and boarding apart from the daily operational briefing.

o Organizing a structured familiarization work shop is also
recommended.

o Train the trainer kind of program will also help.
o Don’t accept new staffs as they come, make sure they are properly

briefed before handling ET flights.
 ET Operational Manuals

o Stations shall ensure that the latest manuals are availed with the
Ground Handling Agent (GHA) at the stations.

o Customer Services Manuals (Mainly used by Airport offices)
Ground Services Procedures Manual
Ground Operations Manual
Cargo &Logistics Services Procedures Manual

o Commercial Manual (Mainly used by area offices)
Sales and Marketing Procedures Manual

V. Flight Handling
A. Arrivals.

 Action prior to Arrivals:
o Check on entire stand removing all Debris (FOD).
o Make sure all required Ground support Equipment (GSE) is
available and serviceable.
o Make sure the aircraft docking guidance system is operating or
marshaling staff is present, if required.

 Check operational message for incoming flight MVT
 Check if there is any delay from the scheduled arrival

o Advise GHA, Catering, Crew, …
o Update flight information per the revised ETA
o If we have special service PAX UM/VIP… communicate and inform

concerned.
o Communicate with IOCC and arrange for transit passenger if they

are going to miss their onward flight and advise.
 Incoming CPM/LDM and handling.

 Helps to identify the loading position of Priority bags special cargo.

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 Helps for resource planning depending on the baggage/cargo volume

and number of units loaded.
 Staff planning for the GHA to manage the flight/load.
 Cargo unloading activity
 Ensure all document pouch and cargos destined to your station is

unloaded from its flight.
 Ensure all cargo is stored in its designated area
 Ensure All irregularities are communicated to origin station within

24Hrs of flight arrival and system shall be updated accordingly
 Refer CLSM Chapter 03 section 03.05
 Left behind bags message handling if any.
 This helps to handle passengers promptly on arrival so that they don’t

wait for their bags when known it is LB at ADD or origin.
 Helps ADD or destination station to be ready with necessary resources

to manage the number of passengers affected due to LB.
 Confirmation of stand/bridge allocation.
 Sending Incoming MVT message on flight arrival.

 MVT for incoming flights shall be sent as soon as flights blocks in or

update MASAYA accordingly.
 VIP, PRM [WCHC, WCHS & WCHR] message and handling with GHA

 As most of the above services are chargeable, we shall be alerted on

those message handling.
 Failure to handle the above messages may slow down the activities and

subsequent delay of departure flights.
 Monitoring of baggage delivery.

 Arrival is premium bags per procedure.
 Start and end of baggage delivery for premium and non-premium

passengers per company procedure.
 Check and confirm all possible area ( cargo, customs..)
 Missing baggage claim handling.
 Check origin and ADD BRS about the loading status and raise

discrepancy if it is against.
 Ensure separate claim desk is arranged for premium passengers.
 Confirm delivery of all bags before authorizing opening of claim file

for passengers.
 Confirm if baggage is not left behind at ADD (check and confirm

message).

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 Make sure passengers are paid the applicable incidental payment.
 Ensure to follow up with ADD for the missing bags starting same day.
 Check if there is any damaged report. (try to settle the claim if possible

locally)
 Check if any unclaimed bags and make sure OHD is created same day.
 Cross check if immigration is cleared for all arrival passengers from the

incoming flight.

B. Departure

1. Pre-Flight Activities

 Prior to departure of the aircraft, make sure that:
o The ramp area is clear of all FOD and any Equipment.
o All persons not involved in the aircraft departure operation shall
remain clear of the departing aircraft.
o Additional ground staff such as wing walkers are present.

 Meal Order and Confirmation of SPML with catering
o -24 hours planning and confirmation.
o Day of operation planning and confirmation.

 Ensure right A/C with correct seat configuration on Sabre
o Avoids duplicate boarding passes issuance for passengers (flights
with multiple legs)
o Ensures right seat is provided for passengers.

 Seat Block for crew and group (Family) passengers.
o T4 seats, technician seats, augmented cockpit/cabin crew seats,
o Mind that B777 has bankers for cabin and cockpit crew rest.

 Extract number of passengers booked on the flight per class of services.
o Helps to ensure staff assignments at counter and gate.

 Estimate the expected number of bags for the flight having average
baggage load determined with previously made study for high season and
low season.
o Selected flights in a season shall be taken for calculating average
baggage number per flights
o Once the average bag per flight is determined, it helps to calculate
the expected number of containers needed and close to actual
weight of baggage for load estimation.

 Cargo/Mail planning on flight vs available payload/space

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o Make sure cargo spot is used for planning.
o Check for availability of, special cargo i.e. DG, HUM, PIL, VAL,

AVI, PER etc…
 ZFW calculation and CFP request.

o Confirming the ZFW is mandatory for CFP preparation.
o Confirm the ZFW is correct on the CFP.
 Readiness of General Declaration for (Dep)
 Readiness of crew Briefing sheet (Dep.).
o Ensure crew briefing information & CFP is made ready before at

least 2 hours.
 Availability of ULD for baggage make up and assignment of baggage

makeup area
o Confirm with handling agent about availability of enough ULD for
flight handling at least 24 hours in advance first.
o Confirm same with GHA before flight departure from ADD to
request loading of empty units before flight departure.
o Ensure everything is made ready before check-in starts.

 Hotel Voucher preparation.
o Prepare the hotel vouchers in advance at the back office.
o Ensure to avail vouchers for passengers staying more than 24
hours.
o Confirm entries on the voucher is accurate.
o Arrange voucher delivery counter at check-in areas.
o Register passengers if voucher is not made ready for them for later
handling.

2. Online/Mobile Check-in

 The station shall have Go Digital Rollup Banner and signs Placement at
the check-in area.

 Shall work on reducing counters and deploying the check-in agents to
assist passengers with contactless check-in preferably using passenger’s
own mobile phone

 Use the check-in counter's FIDs to play go-digital videos
 Add E-mail /Phone on counter Check-in and enroll for Sheba miles if

passenger is not already a member
 Dedicated Baggage Drop off

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 In-person Active Promotion Offered
 Send on line check-in reminder e-mail from your ET personal account 24

or 72 hours before flight. List of e-mails of a given flight can be retrieved
from CRM System
 Group passengers of 2 and above shall be called via phone to remind them
to check-in online.
 Encourage passengers to use ET Chabot to check-in their flight by
explaining to then than downloading app is not required. Only
Facebook/telegram account is required
 Engaging with GH Companies by giving them target online checked-in
passenger for every flight. For example, for today’s flight I want 70%
passengers to be online checked-in. An agreement to pay a dollar for a
passenger may arranged.
 Off-Airport Check-In may be permitted if:

o The passenger is holding a valid ticket.
o The location an approved site by Ethiopian airline.
o Local off-site security processes are followed.

3. Activities During Flight Handling/Check in.
 Ensure the closest gate assignment as much as possible for smooth
passenger handling.
 Ensure to have a maximum of 10 minutes briefing session with the check-
in counter staff and their supervisor. Which shall include
o Aircraft type, registration and configuration.
o Expected number of passengers (premium & non-premium)
o Possible no show figures (see trend)
o Booking status of the flight and possible actions on non-revenue
acceptance and rejection.
o Final meals ordered for the flight in both classes.
o Any change on baggage policy.
o Any authority for upgrade/extra bag handling.
o Check-in closure time.
o Asking security questions and if passenger is a STAR alliance
frequent flier.
o Updating Frequent Flier number for passengers to avoid retro
charges for millage.

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o Make sure passenger tag Mini name label on the bags during
checking.

o Advising passengers about Wi-Fi availability on board our flights.
o Make sure to assign agent for mobile/web check in.
o Seat assignment for families and possible blocking of some rows

for last minute use by the gate team.
o ETA of incoming flight and the possible effect on departure.
o Hand bag control at the counter and gate.
o Ensure correct advanced passenger information (API).
o Ensure all transfer passengers baggage is tagged to final

destination and also they all have boarding passes for their onward
flight out of ADD. They have to report if this can’t be done.
o Boarding regulation and zonal boarding administration.
o Do not entertain any SPML new requests at check-in.
o Do not use manual tag unless it is a forced majeure.
o To contact ET for acceptance of Special case passengers and
passengers with weapon, PETC/PETH, passengers with service
animals etc… (make sure passengers with weapons have prior
approval from ET security, advise them that they shall have all
relevant documentation and with copies as they will be requested
for verification at ADD)
 NOT OK TO BOARD passengers shall be cleared at origin.

1. To clear passengers for United Arab Emirates (DXB)
Email address: APIUAECallCenter@manafth.ae

Phone number: - 00971800274823

2. To clear inhibited passengers to US (IAD, ORD, EWR, JFK) & Canada
(YYZ) please call NTVC
Phone number: 0018665844501

0012404731600

0012404731550

3. To clear Prohibited passenger on Canada (YYZ) contact PPOC on the
below
Phone number: - 0016139904879

4. To verify Documents for US (IAD, ORD, EWR, JFK) destined
passengers please use the below
Email: JFKRCLG@cbp.dhs.gov

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Phone number: - 0017185531783

5. To clear passenger to South Korea (ICN)
Email:- apis@korea.kr

Phone number: - 0082327407241

6. To clear passengers to South Africa (JNB, CPT)
Email:- OPSCentre@dha.gov.za

Phone number: - 0027124064586

7. Communicate with respective station other than the above mentioned
in case of clarification demand.

 Ensure check-in counter is opened in the agreed time with the agreed
number of staff.
o This avoids late closure of check-in which impacts OTP.
o We have to be demanding for the availability of resources right on
times or the earlier possible time.

 Ensure differentiated handling (Check-in counter assignment) for premium
and non-premium passengers.
o Most Senior, efficient and easily communicable staff shall be
assigned at premium counter.

 While loading the cargo loading agent has to make sure that the actual load
at hand tallies with the manifest.

 Ensure cargo load is updated on Emergo system 3Hrs before departure. In
case of perishable handling this can be delayed until -75 minutes to
departure.
Communicate with CLC team through Load manager chat box or
below email:
CentralLoadControl@ethiopianairlines.com or Skype if there is any AVI,
Weapon and other special load accepted as baggage.

 Check for availability of special cargo (DG) as cargo on the flight and
ensure NOTOC and relevant documents are made ready for cockpit crew at
least 45 minute before departure for their review.

 Monitoring of check-in progress and Queue management.
o Make sure if ET Signage posted at C-9, baggage drop-off and E-Y
class check-in counters; Red Carpet; Queue belt; hand bag
controlling equipment; availability of necessary stationary are in
place before check-in started

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o Engage handling agent team leaders in case of discrepancy.
o Don’t directly involve in routines, rather ensure its done.
o ET staffs shall only work on ensuring activities are done per

procedure and right on time.
 Immigration and security area check and control.

o Engagement with immigration and security heads is mandatory to

smoothen activities here.
o Don’t go in to routines activities here as well, ensure same is done

and appropriately addressed.
 Monitoring of baggage make up area (if applicable).

o Ensure things are smooth here and activities are running from the

beginning.
o Make sure the team sticks to original plan. Deviations shall be

communicated with ET staff and approved before changes occur.
o Manage the possible shortcomings and ensure unitizing is done as

per original segregation plan issued.
 Preparation & delivery of hotel vouchers.

o Hotel Vouchers shall be prepared in advance depending on the

number of passengers on the flight.
o The vouchers shall be delivered at the counters when passengers

check-in.
o Having a dedicated counter for handover of vouchers is

recommended depending on the number of passengers for layover.
o Right hotel for right passenger (segregation of Premium passenger

and non-premium passengers according to their entitlement).
o Undelivered vouchers shall be confirmed against checked-in

passengers and clear as necessary while passengers are boarding.
o Make sure hotel reservation or voucher issued for NOSHOW

passengers is cancelled in good time from Alpha system.
 Crew briefing and gate activity for departure flight (Departure flight).

o Advise crew in general about flight status.
o Number of meals and SPML. (Check and confirm meal count and

SPML Loading before boarding)
o Number of WHCR and any special case passengers
o Availability of STCR if any.
o Availability of PETC if any.
o Availability of DG if any and their early confirmation of NOTOC.

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o Blocked seats if need be and with justified reason.
o Expected delay if any and with reasons.
o Areas the station need assistance from the crew to expedite

departure procedures.
o Make sure flight plan and ATC plan is filed and in order.
o Deliver C-9/PLT; GLD…, SPML list for crew before boarding

started.
o Obtain boarding clearance (45 Min before ETD)
o In case of delay, update passengers every 15 Min

If any further delay communicates with IOCC and check for

PAX with onward min connection and advise accordingly per
the protection plan. (Per the company procedure)
o Board passenger per company policy and procedure
o Deliver UN/INAD/DEPO/VIP Notice for Team Leader Cabin
Crew.
o Make sure all documents (Cargo; passenger manifest/LS…) are
placed inside the pouch.
o Close doors ……Min before departure. (please fill the time…)

4. Post Flight Departure activities

 Depart the flight on cargo spot and file spot checklist.
 MVT message/Masaya departure

o This shall be sent within 30 minutes after flight departure.
o Estimated flight time shall be taken from CFP or contact cockpit

crew for same.
 CPM/LDM messages for departure flight.

o Helps for next station to plan load accordingly.
o This helps ADD station to focus on delivery of premium bags &

transfer bags for prompt handling.
o Also helps to identify special cargo and handle with deserved care.
o Below addresses shall be used to send the above operational

messages.

RampA2@ethiopianairlines.com
AllADDRampServiceStaffs@ethiopianairlines.com
TeamLeaderRampnight@ethiopianairlines.com
TeamLeaderRampday@ethiopianairlines.com

 UCM In/Out Message & weekly SCM message.

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o These messages are mandatory to send with the proper format to
automatically update the Champ system for ULD control.

o Helps ULD section to monitor the ULD circulation and the station
allotment.

o See below Sample and follow the exact format for auto update of
the champ system.

o Not following the right format will not update the system
automatically hence it could be considered as not sent.
UCM IN

UCM OUT

WEEKLY SCM

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 Daily Quality Service Report (QSR) to GHA (as agreed and using standard
form)
o The GHA performance for every single flight shall be measured on
agreed format.
o This helps for the GHA to evaluate their shortcoming and further
act on.
o Genuine feedback shall be given to the GHA for improvement.

 PDC flight with accuracy (For Stations using Sabre DCS).
o Check and confirm passenger figures against load sheet.
o Ensure all passengers VCR is updated.
o PDC flight to inform the downline station (if any) and finance
about the load on the flight.
o Recheck VCR status is changed to USED after PDC and reconcile
the list.

 Special baggage/cargo handling message (weapon, AVI as baggage and
others).
o This helps passengers to be vigilant at transfer point for possible
summon for verification (weapon)
o Advise ADD station if passengers have request to meet their live
animals (PET) at ADD to feed and comfort them.

 PRM/UM handling messages.
o WCHR/WCHC/WCHS… shall be defined in advance before
sending the alert to ADD.
o Helps ADD team to be ready with proper resources for handling.
o Below addresses shall be used to send the above operational
messages. If passenger is a transiting one, destination station shall
also be copied.
 For WCHR/WCHC/WCHS, STCR and Oxygen requiring or
any passenger requiring Special assistance :-

PRSAhandling@ethiopianairlines.com

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 For UM: UMNRhandling@ethiopianairlines.com
 For VIP:- VIPC@ethiopianairlines.com

DepartureControlT2@ethiopianairlines.com
CUSTOMERCARETEAM@ethiopianairlines.com
ADDCASEFOLLOWUP@ethiopianairlines.com

 Discrepancies on Hotel voucher issuance (clear and send message).
o Voucher for NOSHOW passengers shall be deleted from Alpha
system.
o New voucher shall be prepared for those boarded without vouchers
and alert shall be sent to ADD Transfer and Layover office for
printing and making same ready for passenger.
o If requiring hotel inventory to be updated or any issues related with
Hotel vouchers operational message should be sent to the below
1. ADDHOTELINVENTORY@ethiopianairlines.com
2. ADDCASEFOLLOWUP@ethiopianairlines.com

 Close flight on Cargo Spot.
o Clear the offloaded cargo if any before this action.
o This sends alert message to ADD and destination offices.
o Customers will be updated on the status and movement of their
shipment in real time basis.

 Reconciliation of manifest and VCR (avoid VCR/UPG discrepancy).
o We have to ensure all VCR status is changed to USED.
o A clean & simple soft file of VCR with USED status shall be
retained at the station for further handling with finance in case of
VCR discrepancy.
o It shall include the upgrading details of a flight for possible
discrepancy and clearing of same.

VI. Cargo Cabin Loading

 Whenever Outstations plan to load cargo in the cabin of passenger
aircraft from their stations, the concerned Area Manager, Traffic and
Sales Manager or Airport Services Manager, as applicable, shall
o Notify same to Cabin CGO team in IOCC via email
CabinCGO@ethiopianairlines.com at least 24 hours in advance so
that IOCC shall assign the right aircraft for the mission,

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o Send details of load, actual and volumetric weight, revenue per the
requested flight and/or per kilogram

o Request adequate number of seat covers and restraining straps to
be loaded on the aircraft before it is dispatched from ADD hub.

 Full standard is located in CLSM Chapter 11
What to Ensure While Handling Ad-hoc Flight

o Acquiring Ground Handling Agent
o Agreement with Fueling and Catering Company
o Operating Permit if same is not already secured
o Cargo Spot SITA address of the ground Handling to exchange

operational messages like FFM
o GHA facility capability for the operation needed
o GHA required license particularly to direct EU flight where the

station is the last point of departure
o And All other related necessary ground arrangement like

VII. Customer Relations Management (CRM)

 Incident recording and retention for future reference.

o Incidents encountered or observed while handling flights must be
logged and kept for future reference.

o Complaints or claims may arise after some time and lack of factual
data causes the airline not to respond to cases on time and as well
cause to accept liability which may be avoided.

o Passenger ticket number, travel date,

 Customer Complaint Handling

o Real time customer complaints shall be handled promptly by the
station without any further delay. You get it you fix it!!

o Ones you solve the customer issues, advise down line stations,
ADD & stations in the ticket itinerary about the case as customer
might raise same issue again.

o Be always apologetic and do not defer or escalate what can be
done at your level.

o Do not give wrong promises. Wrong promise is as good as
avoiding the customer.

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o Don’t transfer the customer but the file. If there is time constraint
and if the case may be handled better at other station, please
forward the case yourself with the required detail.

o Customers need and deserve to be listened to, don’t ignore their
complaints.

o Acknowledge for the complaints with apology as soon as received
and do not externalize things though it’s not the fault of ET.

o Represent ET in your communication but not your station only.
o Know and practice your limit of authority for compensation. Refer

This for limit of authority.
o Our communication must always be formal and the customer must

be addressed with last name.
o If the case has the potential to be a legal case consult with

Customer Relations before giving response.
 Customer claim handling (Baggage, cargo and complaint)

In this context claim is referred to be claim for baggage and cargo
irregularity.

o Baggage claim handling
The most important thing is to trace the bag and deliver to the
customer before proceeding to the claim settlement process. This
requires on time follow up of AHL files opened and better
coordination with CBT office to trace the bag.
 Open AHL file unless you get prior advice from stations
whereabouts of the baggage.
 Give on time update to the customer even if the bag is not
found. Procedurally, make sure passenger receives information
on call once daily.
 Lost baggage questionnaire must be filled on time (if the bag is
not received in two consecutive flights) and the contents must
be updated in the WTR file. This helps to trace the bag as well
as to get a genuine claim amount.
 Don’t wait until the customer askes to be compensated but
proactively offer to proceed to the settlement process when the
tracing period is procedurally over.
 Always encourage passengers to accept compensation in travel
voucher which the value is higher from the cash value in 40%.

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 Make sure all the relevant documents are compiled when
settling a claim per the check list. GSPM manual under item
7.3.2.1.17

 All claim settlements must be logged in the Claim & Complaint
management system if it is with in the limit of authority of the
area. This shall be done after confirming if same claim is not
registered before.

 If claim settlement value per the airlines liability is beyond the
areas limit of authority the compiled file must be sent to
Customer Relations office with all relevant documents attached
through work flow approved by the area manager the final
approver being the designated support staff of the specific
station.

 The airline maximum liability for baggage can be referred from
GSPM manual under item 7.3.5

o Cargo claim settlement
The most important thing is to deliver the cargo to the customer so on
time follow up of shipment that is not received as booked is critical.
Cargo tracing may need more on time communication with
destination and transit station to recover the cargo.

 Always encourage customers to accept settlement in voucher to
be used to buy service from the airline which the settlement
amount is 40% higher.

 Make sure all relevant documents are compiled when
proceeding to claim settlement. GSPM manual under item
7.3.3.1.4

 The settlement must be logged in the Claim & Complaint
Management system if it is with in the area limit of authority.
If it is beyond the areas limit of authority based on the airlines
maximum liability the compiled files must be sent to Customer
Relations office through workflow with the approval of the area
manager. The final approver will be the specific support staff at
Customer Relations for the at specific station. This shall be
done after confirming if same claim is not registered before.

 The airline maximum liability for cargo can be referred from
GSPM manual under item 7.3.5

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o Settlement for complaint
 After a submitted complaint is reviewed and it is found out that
ET is at fault compensation may be processed.
 Always encourage customers to take compensation in voucher to
be used to buy services from Ethiopian in later times.
 In some cases, settlements may be processed for complaint
because of regulatory body requirement. Like the EU Regulation,
the Israeli rule etc.
 After confirming that the case is not logged before all complaint
settlements must be registered in the clam and complaint
management system.

o Detail procedure of customer complaint and claim handling is found
under Ground Service procedure manual, Chapter 05 customer
relations and in case of pharmaceuticals, cargo pharma quality
management system manual chapter 09.

VIII. Catering
1. For Stations with Catering uplift)

o Before transporting any meal to aircraft, we should do:
 Observe the meal needs on sabre
 Communicate any significant deviation for mis connection
 Anticipating number of no-show
 Avoid meal wastage

o Physical Equipment inventory
 The Station manager should check Physical inventory at least
twice a month and follow up with the catering provider to send all
excess items.
 Once monthly catering reservation is done by route catering agent
and send to area office or manager, reservation must be approved
in good time.

o ET standard delivery note report, price format and Daily manifest
report
 The Station manager should enforce the usage of Ethiopian
Standard Delivery note.

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 The Station Manager Shall ensure caterers are using ET standard
meal price formats.

 The Station manager should upload or send via email the delivery
note within 24 hours after the flight departure. (please note that
daily delivery note must signed by cabin crew, station manager or
station representative and the caterer’s representative).

 The station manager or representative should upload Daily
enhanced manifest report within 24 hours after the flight departure.

o Meal wastage
 After generating meal wastage report by route catering team the
station manager shall follow up to reduce the meal wastage to zero.

2. Back catered Station

o Responsibility for meal for return flight & Meal wastage
 After generating meal wastage report by route catering team, the
station manager shall follow up to reduce the meal wastage to zero.
 The station shall inform the in-bound actual passenger figure by
considering NO SHOW, GO SHOW, Misconnecting passengers,
etc… to Catering service via email.
Catering@ethiopianairlines.com minimum 3hrs (flight time 4 hrs.
and above) and 4 hrs. (Flight time less than 4hrs) prior to the
departure of the flight from ADD to minimize meal wastage.
 The station shall ensure to give confirmed meal figures actual/
booking as much as possible to avoid customer disappointment and
service discrepancy.
 The station shall ensure to handover the meal with Expanded
Polypropylene Polystyrene (EPP) box, soft drinks, water, juice and
ice cube for return flight which send from ADD through belly
during arrival to destination.
 The station shall ensure return of empty EPP meal box & standard
ice cube carrier (Ensure communicating same to ADD station if
there is any irregularity).
 The station shall ensure to raise discrepancy on concerned
(Catering, ADD HUB Ramp Services) if any discrepancy or
tampering of the packages occurs.

o Other activities with catering companies.

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 The MAS/TSM/AM as applicable shall visit the local catering
facility, prepare hygiene inspection report and forward to route
catering team.

 The MAS/TSM/AM shall intervene and communicate the
responsible/account manager from the catering company whenever
discrepancy is raised against the caterer.

 The MAS/TSM/AM shall intervene and communicate with the
catering company whenever there is no response to route catering
team for menu specification, delivery note, invoice and any other
requests.

 Facility hygiene check audit shall be done regularly (at least once
per month) using the form provided on below link.

Facility hygiene check audit checklist

IX. Delay Management & Communication with IOCC

Flight delays may happen for different reasons. Regardless of the reason,
passengers deserve to know about flight delay. MAS/TSM or AM as
applicable for the station shall be available to communicate passengers in a
compassionately and with the existing ET procedures.

 When delay is known in advance.
o Check operational message from IOCC about the extent of delay.
o Check for possible misconnect out of ADD and alert passengers on
protection plan.
o Get confirmed delay time and alert passengers at any possible
contact point. (while they are doing check-in or at the gate)
o Give as actual reason for the delay as possible.
o Activate the service recovery program (see link below) as
applicable.

 When delay is not known in advance.
o Get the reason for the delay from concerned.
o Ensure to communicate IOCC on +251115178205 and advise them
if the anticipated delay is more than 15 minutes.
o Ensure passengers are advised about the delay and the reason for
same.

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o Activate the service recovery program (see link below) as
applicable.

Ethiopian Service Recovery Program Manual

 If you want information or have issues with flight MVT, Anticipated
delays, Rotation, MVT request. etc.
I. Visit MASAYA or Masaya for outstation (Both on ET Portal
Quick link)
II. Ms teams - Flight Watch and Fly Ops,
III. E-mail to IOCC@ethiopianairlines.com
IV. Call on
 Ext. +251115178670
 Ext. +251115178223 – If urgent
o Escalation – Duty Manager and per escalation
matrix before any delay

 If you want information or have issues on any crew related matters,
I. MS Teams - Crew scheduling Skype
II. Email Crewschedulingoffice@ethiopianairlines.com
III. Call on:
 Ext. +251115178149 – daily operational Cockpit crew
issue
 Ext. +251115174139 - daily operational Cabin crew issue
o Currently Mgr Crew Scheduling – Amanuel
Sofany on MS Team

 If you want information or have any issues on Passenger and CGO
handling.
I. Use i-World for Up/Downgrading, rerouting, Cancellation,
etc… (link on Portal)
II. MS Teams - Marketing Coordinator,
III. Email on 72Hrs.Planning@ethiopianairlines.com
IV. Call on:
 Ext. +251115178170 – last 24 Hours changes/Handling
 Ext. +251115178853 – 72Hrs planning
 Ext. +251115174497 – specialty in CGO
 WhatsApp (DMIs phone will be addressed separately) –
Specially for Outstations Use
o Currently Mgr Commercial Ops Fasil Admasu on
MS teams

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 If you want information or have issues with flight dispatch and
communication with main dispatch office is in vain,
I. After Checking Lido, MS Teams – Team Leader Flight
dispatch
II. Email flightw@ethiopianairlines.com copying Duty manage
and Manager flight dispatch
III. Call on
 Ext. +251115174851
o Currently Mgr Flight dispatch – Yosef Wabbe on
MS Teams

 If you want information or have issues on OTP reports, ADD HUB
departures, etc.
I. Use
 BI OTP – for OTP report (Daily, Weekly, OS and
Department performance report)
II. Email: AllRampCoordinators@ethiopianairlines.com
III. Call on:
 Ext. +251115178051 (as they will mostly be at the field
it is better to have their Mobile no)
 +251911 255284- Morning/Day
 +251911203412 – Evening/Night

 If you want to discuss with the Duty Manger or escalate the above all;
I. MS Teams – Duty Manager
II. Email- Planner@ethiopianairlines.com
III. Call on:
o Ext. +251115178107 – regular operation
o Ext. +251115178205 - URGENT (Hotline)

X. Offline stations Management (as assigned to your station)

o Do you have any offline station tagged to your station? If so, identify them.
o Do you have any handling agreement at that station? Know the GHA
o Make sure you have copy of the agreement and contact details of the

handling agent (possibly account manager for ET, Email, 24/7 telephone

numbers or any hotline number) for follow up of activities.
o Check and coordinate with Manager GHP & Contracts to avail them with

ET operational manuals.
o You shall contact the handling agent when flight setup is released.
o Make sure all resources will be available for handling of flight arrival.

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o There shall be frequent communication with the handling agent for flight
handling.

o Make sure to avail yourself for any request that may arise.
o It’s better to visit the station (if the operation is significantly frequent) to

evaluate the capacity and safety considerations are up to ET or the industry
standard.

XI. Manual Check-in Processing

o This applies when the station has to divert to manual check-in due to system
failure.

o The station has to anticipate such action depending on the airport
infrastructure.

o If there is system at the back office, it’s better to check passengers in the
system and print the boarding passes in advance and deliver on check-in.

o The station shall have a trained staff for handling manual Load & trim sheet.
o Below materials (Either that of ET or GHA shall be available at all times)

 Manual boarding passes.
 Manual interline bag tag.
 Manual IATA standard passenger manifest.
 Manual Loading Instruction Report (LIR) (ET Only)
 Manual Load & Trim sheet (ET Only)
o Basic inputs on Manual Boarding pass (some parts may be made read in
advance to minimize the check-in process time)
 Name of passenger (on both tubs)
 Seat Number (if can be assigned)
 Flight number, Gate number and boarding time
 Origin/Destination (of passenger from this flight only)
 Date of operation.
 Ticket number (on one portion that will be retained by the station)
o Basic inputs on Manual Interline tag
 Name of the passenger
 Date & Flight numbers
 Flight & Final destination
 Flight & Transit stations

XII. Incident/Accident handling and Hazard reporting

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o Incident/Accident handling and Hazard reporting
 Observe the incident/accident area
 Assess the situation and investigate the scenario
 Make sure that all involvers are interviewed
 File the form of incident and accident reporting

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