SHAHEEN AIRPORT SERVICES
(A Ground Handling Agency)
Shaheen Airport Services (SAPS) is a project of Shaheen Foundation, a welfare
organization of Pakistan Air Force and has the largest set up of providing complete
ground handling services at six major airports in Pakistan. Its success story goes way
back to 1982 when it was established with the sole aim of providing safe, cost effective
and quality services to airlines operating in Pakistan.
Since then SAPS has continually improved its services to meet the needs of its
customers. SAPS adaptability and customer care are pivotal to the portfolio of Ground
Handling Services we offer. Whether partial or complete, SAPS has the ability to tailor a
program to meet distinctive needs of airlines and private competitors. Besides, over-flight
and landing clearances, SAPS provides ground handling services as per IATA airport
handling standards and with full security measures. The aircraft handling includes
passenger & baggage services, flight operations & dispatch, load & ULD control, ramp &
cleaning services, cargo & mail handling / scanning services. SAPS, also makes
arrangement for refueling, catering and aircraft maintenance.
Today, with a significant major market share and with over 11,000 flights annually,
SAPS handles more than 10 scheduled airlines, in addition to charter and Non-Schedule
carriers operating both freighters and passenger aircrafts at Karachi, Lahore, Islamabad,
Peshawar, Quetta, Multan and at remote airfields on need basis.
SAPS is a member of IATA’s Ground Handling Council and thus continually
attuned to new developments in the world aircraft handling industry. Our vast
experience in serving the world’s most reputable airlines has equipped us well as with
excellent operational expertise required to face current and future challenges which
distinguish us from other in terms of safety, quality and reliability. SAPS is an ISO 90012008 certified company. In a continual effort for improvements, SAPS is undergoing
IATA Safety Audit for Ground Operation (ISAGO), as well.
SAPS Aviation College is IATA accredited for DGR training and conducts a host
of courses all year round for both, the SAPS staff and others from the airlines,
Government, semi-Government and private aviation organizations.
SAPS is proud to place on record an above 96% on time performance.
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SAPS to remain preferred Ground Handling Agent in Pakistan.
ETHICS AND INDEPENDENCE
Our ethic is founded in the integrity of our company and those who work in it. Our
independence is the guarantee of our legitimacy.
TRANSPARENCY AND CUSTOMER LOYALTY
Transparency is an essential condition for building and preserving customer
loyalty, and we value it completely.
CORPORATE SPIRIT & ORGANIZATION
Our corporate spirit is rooted in knowledge, firmness, and a sense of commitment.
We learn from every situation and we share this knowledge, in order to enhance our
individual and collective experience to improve our capabilities.
We strive to improve what we offer, for the greater good of business and people.
Technical and technological advances help us achieve progress in our knowledge and
innovation, in order to build services and serve our customers better.
Across the world, our relations are based on respect for people, their talents and
lasting contribution, without the discrimination of race, breed, or region.
To provide efficient, competitive and quality ground handling services to our
valued clients at all international Airports of Pakistan.
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SAPS MEMBER OF IATA GROUND HANDLING COUNCIL (IGHC)
Shaheen Airport Services (SAPS) is a member of IATA Ground Handling Council (IGHC)
and regularly participates in the annual meeting of IGHC. SAPS handles over 11,000 of
Scheduled / Non-scheduled Flights, close to a million Passengers and over 60 thousand
tons of Cargo on annual basis. Presently, SAPS has over 2100 employees performing
Traffic, Ramp Handling, Cargo and Flight Operations functions.
CERTIFIED BY ISO 9001:2008
SAPS Karachi was first certified by ISO 9001:2008 in September, 2005 and in
continuation first periodic audit was completed successfully in June, 2006. Task for ISO
certification of remaining stations were completed in 2008. In 2012, Head Office, SAPS
Aviation College and all stations (Karachi, Lahore, Islamabad and Peshawar) are now
certified for ISO 9001:2008.
SAPS provides the services under the guidelines given in the Airport Handling Manual
which is issued annually by IATA to all members of IGHC and follows the procedures
given in the carrier’s Ground Operations Manual. The services offered are:
Airline Representation, Supervision & Administration
Passengers & Baggages Handling
Special Handling to VIPs and Old Aged Passengers
SITA Airport Connect Open (CUTE) System
Load control and ULD Control
Flight Operation & Crew Administration
Landing & Over-Flying Permission through Civil Aviation
Line Maintenance Assistance
Cargo & Mail Handling with 100% Scanning
Cargo Ware-Housing and Storage Facility including Chiller convenience
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AVIATION SUPPORT SERVICES
SAPS is well equipped to handle all types of narrow and wide bodied passenger aircraft
or cargo freighter as well as corporate jets. From aircraft parking to servicing and pushback, we provide all types of services to handle an aircraft once it is on the ground. Our
aircraft handlers are highly qualified and go through regular refresher courses at the
Aviation College. SAPS has effective control over staff performance, who are guided
and supervised to give and maintain service quality.
Workshop maintenance facilities are available round the clock to assist airlines flight
PASSENGERS & BAGGAGE HANDLING
SAPS has a team of experienced and dedicated staff for passengers handling.
Personalized interaction with passengers ensures the confidence in the airline and also
in SAPS. For departing passengers from check-in to boarding and arriving passengers
upto delivery of baggage, our dedicated and committed staff is always present to assist
the passengers to make their travel comfortable and memorable one.
Automated check-in is performed through SITA CUTE which ensures less waiting time at
check-in-counter and boarding gate. Lost & found baggage is handled through most
modern World Tracer System and the Passengers are kept informed of the status.
SAPS do understand that proper appearance of aircraft and comfort for flight passengers
lead to play an important role in upgrading an airline image. SAPS cabin cleaning staff,
therefore, with effective supervision always make sure that cleanliness and tidiness must
be maintained at all times by fulfilling the contractual obligations. SAPS also places
special emphasis on hygienic conditions and, therefore, deploy dedicated staff to clean
toilets and galleys.
SAPS is fully equipped to handle any number and type of either narrow body and wide
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body freighter or passenger aircraft as well as VIP / VVIP and Executive Jet Aircraft.
SAPS places high importance to the smooth handling and on time departure of any flight
by deploying adequate Ground Support Equipment and sufficient trained manpower.
We may add that SAPS staff is effectively supervised and are trained to work with
determination, considering ground time their rivals and thus they often succeed in
reducing ground time due to delayed arrival of aircraft.
SAPS Flight Dispatch Offices are operational 24 hours manned by qualified and
experienced staff who are fully capable to provide crew briefing, flight documentation,
ATS flight plan filing, NOTAM, including in-flight assistance.
SAPS offers complete range of flight operation services including:
Over flying / landing permission through CAA.
ATC Flight Plan.
Crew Administration, and Arrangements for hotel accommodation, as well as
In addition to above SAPS may coordinate with your fueling Agent and Caterer, if
CARGO & MAIL HANDLING
SAPS takes pride in declaring that it has the most modern Cargo Terminals in Pakistan
covering all the necessary facilities both for Import and Export Cargo and the WareHousing storage space facility pertaining to the handling of perishable items, dangerous
goods, valuables goods, special shipments and un-accompanied baggage. SAPS staff
always strive hard to come upto the expectations of airlines, consignees and shippers by
using most modern computerized system of cargo management.
The sophisticated cargo screening facility coupled with the latest CCTV cameras and
sufficient number of security guards on duty 24 hours ensures maximum security for our
SAPS is able to employ Ex-Armed Forces fully trained and committed staff who works
according to the individual requirements of the airlines. The presence of SAPS security
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remains at the baggage segregation area, while transporting the baggage / cargo and on
loading / off loading onto aircraft / terminal areas.
CUTE (COMMON USER TERMINAL EQUIPMENT)
CUTE is the industry’s preferred choice worldwide for automated check-in which gives
multifarious benefits to the airlines and thus being extensively used by major Airlines or
the Ground Handlers. In Pakistan, this service is utilized by carrier for over 2 million
passengers which are being checked-in annually.
SAPS takes great pride to mention that we are the sole Ground Handler in Pakistan
having installed Airport Connect Open (CUTE) System at Karachi, Lahore, Islamabad
and Peshawar International Airports.
CUTE offers the latest IT Solutions for quick check-in and boarding. It provides a
common platform with functionality to handle multiple destinations simultaneously from a
single check-in position thereby reducing passenger waiting time.
SAPS arranges - on request, a wide variety of meals catering from First Class dishes to
Economy meals and snacks, which are prepared to exact specifications by reputed
airline Caterers. SAPS also plans to extend the International standard of Catering
services in near future.
GROUND SUPPORT EQUIPMENT
Constant endeavors are being made from time to time to replace the outdated and to
upgrade the GSE on regular basis to suit the working environment of 06 airports in
Pakistan. SAPS has the ability to deploy on 36hrs notice to remote airfields of Pakistan
to handle VVIP executive jets to B747 aircraft.
On the other hand full range of adequate motorized and non-motorized G.S.E. enables
SAPS to handle any number and aircraft type. To ensure smooth & safe operation, the
maintenance staff performs daily inspection of equipment to enhance its efficiency and
We have an ongoing equipment replacement plan as well as provision for the purchase
of new GSE for anticipated volume growth. We are investing more in our equipment
renewal program than any other operator in Pakistan so that we can maintain our edge
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SAPS CARGO COMPLEXES
In the line with the national objective to increase export, SAPS has developed most
modern cargo terminals and the best air freight units in Pakistan. Except Quetta, these
Cargo Complexes are provided with Import AFU, Export and unaccompanied baggage
section. These Cargo Complexes provide the services of Import, Export, UAB handling,
Immediate Clearance group and Clearing / Forwarding.
Cargo Complex at Karachi is manned by professionally trained manpower which is
regularly trained on latest techniques. SAPS Karachi has been ISO 9001-2008 certified
by internationally reputed SGS Company. The complex comprises of Import, AFU, ICG
and Export Terminals. It also has a chiller facility to meet the clients demands of
maintaining a temperature from +2ºC to 8ºC round the clock. A Dangerous Goods
storage has been built to the spacious standards of CAA Pakistan. Provided with 03
latest technology (TSA approved) Cargo Scanning machines, SAPS Cargo Karachi is
maintaining the international security standard. The Complex is spread over a vast area
with specious cargo warehouse, where all transactions are fully automated. Round the
clock physical security as well as CCTV monitoring adds to its performance.
Shaheen Cargo Terminal is one of the main gateways for Export and Import of Cargo
Transaction carried out at Islamabad Airport. It provides best cargo handling facilities to
British, Saudi Arabia, Kuwait, Thai, Shaheen Air and Bhoja Air under the supervision of
well qualified personnel. It is equipped with latest scanning machine, CCTV, Cool Room,
Dangerous Storage Area, large space to house the cargo in well built import / export
sheds and vast open space to park the incoming and outgoing goods transport trucks.
The cargo manpower is fully trained in ULD build up, handling of dangerous goods, Fire
Fighters equipped with latest Fire Fighting Appliances and Security Guards to give
security cover round the clock. The Terminal is capable to handle 10 to 15 thousand tons
cargo yearly. The area is spread over 80 thousand sq ft and is located near PIA Cargo
Terminal on main Airport Road.
SAPS Cargo Complex Lahore is Pakistan’s first ever purpose built Air Cargo Complex
which is capable to handle about 200,000 lac tons cargo every year. Spread over 1.800
million sq ft with over 16,000 sq ft of office space for airlines, custom etc., It has been
designed for a safe and sound cargo handling with latest cargo scanner(TSA approved),
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CCTV, Strong Rooms and Cold Room which are all provided with latest Fire Fighting
facilities. A separate place has been built for perishables, explosives and other
dangerous goods. The Complex is catered to provide a large number of docks for trucks
/ transporter with wide open parking area. SAPS Cargo Complex is located in the close
proximity of Allama Iqbal International Airport and is fully automated to help clients in
speedy clearance of cargo.
SAPS Cargo Terminal Complex Peshawar has been built on 30,000 sq ft covered and
50,000 sq ft open area adjacent to the Air field hardly 500 meters away from Apron.
Cargo Complex is capable of handling about 50,000 tons of cargo every year. It has
been provided with the modern Air Cargo facilities like Rapiscan 532H Cargo
Scanner(TSA approved), CCTV, Strong Room and Cold Room equipped with latest fire
appliances. Separate place has been provided for Perishable, Explosive and Dangerous
goods. For expeditious cargo processing, 40 feet long cargo trailer can be parked right in
front of scanning room. An independent office block named Aviation Building comprising
of 24 offices is built on an area of 32, 896 sq ft as a joint venture with CAA Peshawar to
accommodate airlines & cargo agencies offices and is located adjacent to SAPS Cargo
Terminal Complex Peshawar. Parking area in front of Aviation Building is constructed on
an area of 11,750 sq ft, specifically to accommodate heavy cargo vehicles.
SAPS AVIATION COLLEGE
We conduct regular training programmes for our employees to improve and maintain
their capabilities in time with airline requirements as well as to meet the regulatory
authority’s requirements. Recruiting has generally not been a problem for us as we are
considered the market leader for providing ground handling services to international
carriers operating to Pakistan. SAPS training facilities have been upgraded to an
Aviation College to meet the growing demand of highly skilled manpower in the region.
SAPS operates an Aviation College at Karachi to provide training in various aspects of
Ground Handling. The courses at SAPS Aviation College prepare the personnel for
Passengers Services, Cargo Services and Ramp Operations. These courses include
Passengers, Cargo Handling, Dangerous Goods Handling, Weight & Balance and
Loading / Off-Loading. In additional to these additional training is arranged for Grooming
of Traffic Assistants, Loaders Basic Training, Flight Operations Officer (FOO) Refresher
courses and Computer Familiarization courses.
Civil Aviation Authority (CAA) has accorded approval to the SAPS Aviation College as an
Authorized Aviation College for Dangerous Goods Regulations (DGR) Training. CAA has
also accorded approval to some of our Instructors to conduct DGR training and FOO
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SAPS conducts all its training at the Aviation College at Karachi and Satellite Training
Facilities available at Lahore, Islamabad and Peshawar. All the classrooms, throughout
SAPS have a capacity to handle 20-25 trainees, and are fully equipped with Multi-media,
Overhead Projector, White Boards, Flip Charts, VCR and TV.
GOALS & OBJECTIVE
To create an atmosphere of learning at all levels.
To establish training programmes for each job category that ensures progressive
learning of each employee.
To provide high quality training that prepares employees to deliver the levels of
excellence required for professional competence, internal and external customer
service and to promote customer loyalty.
To optimize through the use of internal and external resources.
To assure training effectiveness through interaction with customers.
The cornerstone for customer satisfaction and the key to our continued business
success is the quality of services we provide at International Airports of Pakistan.
Accordingly, it is the policy of Shaheen Airport Services:
To carry out all service functions in accordance with our established quality
To deliver high quality, reliable, safe and integrated services that meet or exceed
the expectations of our customers, and
To seek continuous improvement in the quality of the services we provide.
Our success is attributable to our hands-on management style and the dedication and
hard work of our highly skilled and experienced staff. All members of staff have to
understand and be fully committed to implement this policy, and work together as a team
dedicated to mutual support and achievement of our quality objectives.
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To ensure our services are delivered to the highest standard, SAPS places great
emphasis on its GHE (Ground Handling Equipment) Maintenance Program.
CELEBRATING 30TH YEARS OF HANDLING EXPERIENCE OF
GROUND SERVICES IN 2012
SAPS provides its valued clients with its “Key Performance Indicators” such as on time
departures and related reliability statistics so that they know we deliver what we promise.
For 30 years we have met the needs of our customers. Our goal is to constantly improve
our standards and raise the bar on performance.
SAPS will never stop raising its standards. Our
improvement is at the very heart of SAPS. First
consideration. Second, we remain committed to
value through responsive, efficient service, while
ongoing commitment to continuous
and foremost, safety is our primary
ensuring our valued clients receive
at all times promoting and building
By living upto these standards SAPS is proud to have established long term relationship
with major carriers operating to Pakistan and has earned recognition as a leader in
ground handling arena.
The major challenges for SAPS in future remain the same of broadening our business
and customer base, both locally and overseas; providing value added services to our
customers and ensuring that we remain Nimble, Trim and Competitive at all times.
SAPS to provide safe, consistent, top quality and cost effective ground handling services
beyond our customers expectations.
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