terminal services division

LEARNING & DEVELOPMENT MANAGEMENT Basic Airport Operations “Terminal Operations” by Mohd Suhaimi Mubin

INTRODUCTION TO TERMINAL SERVICES DIVISION MA SEPANG SDN BHD KUALA LUMPUR INTERNATIONAL AIRPORT (KLIA) BY MOHD SUHAIMI MUBIN

CONTENTS 1.Objective 2. Roles & Responsibilities 3.SOPs – Standard Operating Procedures 4. SPPs – Standard People Practises

OBJECTIVES At the end of the session, participants will be able to understand the basic concept, functions and duties of Terminal Services Division.

What is Terminal Services Division (TSD) TSD is a unit that manages and coordinates with the KLIA Community to ensure Services provided are prompt, courteous, efficient, user friendly and hassle free environment.

Terminal Organisation Structure

Terminal Operations Division Roles and Responsibilities

AREAS OF RESPONSIBILITIES TSD MTB Area: 241,000 sq.m CP Area : 95,000 sq. m SAT Area : 143,404 sq. m Total Area Size: 479,404 sq. m

Roles of Terminal Services Division

A. During Normal Operations

i. To ensure smooth running of the following services:

:-Accurate information

:-Serviceable System

:-Cleanliness

:-Clear signages

:-Customer service.

ii. To ensure that the terminal workforce are highly dedicated in order to provide world class airport services to our valued customers. iii.To ensure and constantly enforce policies and procedures established by the management. iv. To ensure that performance standards of the division are maintained.

v. To coordinate activities between various service-

providers at the airport in order to ensure smooth and

efficient Terminal Operations

vi.To ensure that at all times, seamless VVIP, VIP and

CIP processes at KLIA VVIP Complex and Terminal

Building

vii.Report to the Airport Operation Centre on

significant events and incidents that happen at the

Terminal for onward action as per SOP

viii. Contract management

B. During Emergency

To act according to the Airport Emergency Procedure and work closely with Airport Operation Centre and Crisis Control Centre such as:

- Aircraft Crash

- Bomb Threat

- Full Emergency

- Structure Fire

- Ground Incident

C. Crisis such as:

- System (FIDS,BIDS, BHS-PCPS)

- No Water/Electricity

- No Electricity Supply

- Medical Alerts

- Violent attacks at Terminal

D. Zoning Responsibilities

A. Main Terminal Building

Zone 1: Level 5 & Level 1

zone 2: Level 4

zone 3: Level 3 & Level 2

B. Contact Pier

Zone 4: Level 3, level 3 and level 1

C. Satellite

- Zone 5: Mezzanine level, passenger level & Level 1

D. VVIP Room at MTB & Bunga Raya Complex

- Zone 6:

TERMINAL SERVICES DIVISION

WHO?

Terminal Manager

- Senior Information Assistant

Duty Executive

- Duty Officer

- Information Assistant

HOW WE WORK?

4 shifts system (A-Alpha, B-Bravo, C-Charlie & D-Delta)

7 days a week including Public Holiday

- Standard Operating Procedure (SOP)

Standard People Practise (SPP)

AEP

ISO 9002

RUNWAY ARRIVAL CONCOURSE PIER GATE APRON TAXIWAY RUNWAY GATE APRON TAXIWAY AIRCRAFT PROCESSING E.G. FUEL APPROACH PASSENGER BAGGAGE RECLAIM ROADS PARKING ROADS PARKING DEPARTURE CONCOURSE PIER PASSENGER AREA PROCESSING CATERING MAIL CARGO PROCESSING OTHER GROUND TRANSPORT DEPARTURE AIRSIDE LANDSIDE TERMINAL PUBLIC AREAS PUBLIC AREAS FACILITATION PROCESSES

STANDARD OPERATING PROCEDURES (SOP) 1. INSPECTION :- Routine Inspection : - Inspection Based on Report :- Inspection prior to event 2. HANDLING VVIP :- Normal/ Immediate Booking :- Private Booking :- VVIP’s Arrival/ Departure at Terminal :- VVIP’s Arrival/ Departure at Bunga Raya Complex :- Information on Flight Delay 3. CUSTOMER SATISFACTION & IMPROVEMENT :- Handling passengers at Information Counter :- Handling Complaint :- Handling Complaint at Information Counter :- Public Announcement :- Operation of PABX

STANDARD OPERATING PROCEDURES (SOP) Cont.. 4. INCIDENT & ACCIDENT :- First Aid, Major injury and fatal Accident at Terminal :- Handling Dead Body :- Transporting Invalids 5. FALLBACK PROCEDURE :- TAMS failure :- TTS Failure :- Lost of Electrical Power Supply :- Lost of Water Supply 6. SCHEDULE MAINTENANCE 7. WORK PERMIT 8. TRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIO 9. AD HOC FLIGHT 10. DIVERSION FLIGHT 11. PURCHASING AND SUPPLIER CONTROL