118379630 isago-manual-for-ground-handling

ISAGO Standards Manual
Effective May 2010
Edition2nd

International Air Transport Association
Montreal — Geneva
Effective May 2010
Edition2nd

Ref. No: 8039-02
ISBN 978-92-9233-307-2
© 2010 International Air Transport Association. All rights reserved.
Montreal — Geneva
NOTICE
DISCLAIMER. The information contained in this
publication is subject to constant review in the light
of changing government requirements and regula-
tions. No subscriber or other reader should act on
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errors, omissions, misprints or misinterpretation of
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tem, without the prior written permission from:
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Safety, Operations & Infrastructure
International Air Transport Association
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P.O. Box 113
Montreal, Quebec
CANADA H4Z 1M1

Change/Revision History
The second Edition, zero Revision of the ISAGO Standards Manual has been developed by
IATA, with support and guidance from the industry, including airlines, ground handling
companies and regulatory authorities.
Step Name Signature Date
Changes prepared by: Mike O’Brien
ISAGO Program Director
February 2010
ISAGO Program Office
(IPO) Processed
Jean-Luc Boutillier
Assistant Director,
Quality
February 2010
Reviewed and Approved by: Guenther Matschnigg
ISAGO Standards Board,
Chairman
February 2010

INTENTIONALLY LEFT BLANK

GOSM Ed 2 Rev 0, February 2010 TOC 1
TABLE OF CONTENTS
TITLE PAGE
DISCLAIMER
CHANGE / REVISION HISTORY
TABLE OF CONTENTS..........................................................................................TOC 1
LIST OF EFFECTIVE PAGES ................................................................................ LEP 1
RECORD OF REVISIONS ......................................................................................REC 1
REVISION HIGHLIGHTS........................................................................................REV 1
FOREWORD.......................................................................................................... FWD 1
APPLICABILITY .....................................................................................................APP 1
INTRODUCTION ......................................................................................................... .....
1 Purpose .........................................................................................................................INTRO 1
2 Structure ........................................................................................................................INTRO 1
3 ISAGO Standards and Recommended Practices (GOSARPs).....................................INTRO 1
4 Guidance Material (GM) ................................................................................................INTRO 2
5 Operational Audit...........................................................................................................INTRO 2
6 ISAGO Documentation System.....................................................................................INTRO 3
7 English Language..........................................................................................................INTRO 3
8 Manual Revision ............................................................................................................INTRO 4
9 Conflicting Information...................................................................................................INTRO 4
10 Definition........................................................................................................................INTRO 4
11 ISAGO Documents and Forms......................................................................................INTRO 4
12 Authority.........................................................................................................................INTRO 4
SECTION 1 – ORGANIZATION AND MANAGEMENT (ORM-H)...................... ORM-H 0
1 MANAGEMENT AND CONTROL..................................................... ORM-H 1
1.1 Organization and Accountabilit4.................................................................................. ORM-H 1
1.2 Management Commitment .......................................................................................... ORM-H 2
1.3 (Intentionally open) ................................................................................................... ORM-H 4
1.4 Communication............................................................................................................ ORM-H 4
1.5 Management Review................................................................................................... ORM-H 5
1.6 Provision of Resources................................................................................................ ORM-H 6
1.7 Risk Management........................................................................................................ ORM-H 7
1.8 Operational Planning................................................................................................... ORM-H 8

TOC 2 GOSM Ed 2 Rev 0, February 2010
2 DOCUMENTATION AND RECORDS............................................... ORM-H 9
2.1 Documentation System ............................................................................................... ORM-H 9
2.2 Operational Manuals ................................................................................................. ORM-H 11
2.3 Records System ........................................................................................................ ORM-H 11
3 SAFETY AND QUALITY MANAGEMENT...................................... ORM-H 12
3.1 (Intentionally open) ................................................................................................. ORM-H 12
3.3 Safety Program.......................................................................................................... ORM-H 12
3.4 Quality Assurance Program....................................................................................... ORM-H 13
3.6 Outsourcing Quality Control Program ....................................................................... ORM-H 16
3.7 Product Quality Control ............................................................................................. ORM-H 17
4 EVENT RESPONSE ....................................................................... ORM-H 18
4.1 Emergency Response Plan....................................................................................... ORM-H 18
5 TRAINING AND QUALIFICATION ................................................. ORM-H 20
5.1 Training Program (General)....................................................................................... ORM-H 20
5.2 Security Training Program......................................................................................... ORM-H 20
5.3 Dangerous Goods Training Program ........................................................................ ORM-H 22
5.4 Airside Safety Training Program................................................................................ ORM-H 24
5.5 Airside Driver Training Program ................................................................................ ORM-H 25
5.6 GSE Operations Training Program............................................................................ ORM-H 26
5.7 Load Control Training Program ................................................................................. ORM-H 26
5.8 Passenger Handling Training Program ..................................................................... ORM-H 27
5.9 Baggage Handling Training Program........................................................................ ORM-H 28
5.10 Aircraft Handling and Loading Training Program ...................................................... ORM-H 29
5.11 Aircraft Ground Movement Training Program ........................................................... ORM-H 30
5.12 Cargo and Mail Handling Training Program.............................................................. ORM-H 31
5.13 Aircraft Turnaround Coordinator Training Program................................................... ORM-H 32
6 SECURITY MANAGEMENT ........................................................... ORM-H 33
6.1 Security Program....................................................................................................... ORM-H 33
6.2 Security Threat Management .................................................................................... ORM-H 33
7 GROUND SUPPORT EQUIPMENT (GSE) MANAGEMENT.......... ORM-H 35
7.1 GSE Functional Specifications .................................................................................. ORM-H 35
7.2 GSE Maintenance ..................................................................................................... ORM-H 35
7.3 GSE Operation ........................................................................................................... ORM-H35
8 (INTENTIONALLY OPEN) .............................................................. ORM-H 36

Table of Content
SECTION 1 – ORGANIZATION AND MANAGEMENT (ORM-HS) .................ORM-HS 1
1 MANAGEMENT AND CONTROL...................................................ORM-HS 1
1.1 Organization and Accountability................................................................................ORM-HS 1
1.2 Management Commitment ........................................................................................ORM-HS 2
1.3 (Intentionally open) .................................................................................................ORM-HS 4
1.4 Communication..........................................................................................................ORM-HS 4
1.5 Management Review.................................................................................................ORM-HS 5
1.6 Provision of Resources..............................................................................................ORM-HS 6
1.7 Risk Management......................................................................................................ORM-HS 7
1.8 Operational Planning.................................................................................................ORM-HS 8
2 DOCUMENTATION AND RECORDS.............................................ORM-HS 9
2.1 Documentation System .............................................................................................ORM-HS 9
2.2 Operational Manuals ...............................................................................................ORM-HS 10
2.3 Records System ......................................................................................................ORM-HS 11
3 SAFETY AND QUALITY MANAGEMENT....................................ORM-HS 12
3.1 (Intentionally open) ...............................................................................................ORM-HS 12
3.3 Safety Program........................................................................................................ORM-HS 12
3.4 Quality Assurance Program.....................................................................................ORM-HS 14
3.6 Outsourcing Quality Control Program .....................................................................ORM-HS 17
3.7 Product Quality Control Program.............................................................................ORM-HS 18
4 EVENT RESPONSE .....................................................................ORM-HS 19
4.1 Emergency Response Plan.....................................................................................ORM-HS 19
4.2 Other Event Response ............................................................................................ORM-HS 20
5 TRAINING AND QUALIFICATION ...............................................ORM-HS 22
5.1 Training Program (General).....................................................................................ORM-HS 22
5.2 Security Training Program.......................................................................................ORM-HS 22
5.3 Dangerous Goods Training Program ......................................................................ORM-HS 24
5.4 Airside Safety Training Program..............................................................................ORM-HS 26
5.5 Airside Driver Training Program ..............................................................................ORM-HS 27
5.6 GSE Operations Training Program..........................................................................ORM-HS 28
5.7 Load Control Training Program ...............................................................................ORM-HS 28
5.8 Passenger Handling Training Program ...................................................................ORM-HS 29
5.9 Baggage Handling Training Program......................................................................ORM-HS 30
5.10 Aircraft Handling and Loading Training Program ....................................................ORM-HS 31
5.11 Aircraft Ground Movement Training Program .........................................................ORM-HS 33

5.12 Cargo and Mail Handling Training Program............................................................ORM-HS 33
5.13 Aircraft Turnaround Coordinator Training Program.................................................ORM-HS 34
6 SECURITY MANAGEMENT .........................................................ORM-HS 35
6.1 Security Program.....................................................................................................ORM-HS 35
6.2 Security Threat Management ..................................................................................ORM-HS 35
6.3 Contingency Planning..............................................................................................ORM-HS 36
6.4 Security Equipment .................................................................................................ORM-HS 36
7 GROUND SUPPORT EQUIPMENT (GSE) MANAGEMENT........ORM-HS 37
7.1 GSE Functional Specifications ................................................................................ORM-HS 37
7.2 GSE Maintenance ...................................................................................................ORM-HS 37
7.3 GSE Operation ........................................................................................................ORM-HS 37
8 UNIT LOAD DEVICE (ULD) MANAGEMENT...............................ORM-HS 40
8.1 ULD Airworthiness and Serviceability .....................................................................ORM-HS 40
8.2 ULD Loading............................................................................................................ORM-HS 40
8.3 ULD Handling and Storage......................................................................................ORM-HS 41
9 STATION AIRSIDE SUPERVISION AND SAFETY......................ORM-HS 42
9.1 Supervision..............................................................................................................ORM-HS 42
9.2 Airside Safety Committee........................................................................................ORM-HS 42
9.3 Airside Fire Safety ...................................................................................................ORM-HS 42
9.4 Airside Cleanliness ..................................................................................................ORM-HS 42
9.5 Airside Severe Weather Plan ..................................................................................ORM-HS 43
9.6 Passenger Safety ....................................................................................................ORM-HS 43
9.7 Personnel Safety .....................................................................................................ORM-HS 44
9.8 Local Baggage Committee (LBC)............................................................................ORM-HS 44
10 AIRCRAFT TURNAROUND COORDINATION ............................ORM-HS 45
10.1 Turnaround Plan......................................................................................................ORM-HS 45

Table of Content
SECTION 1 – ORGANIZATION AND MANAGEMENT (ORM-S)...................... ORM-S 1
1 MANAGEMENT AND CONTROL..................................................... ORM-S 1
1.1 Organization and Accountability...................................................................................ORM-S 1
1.2 Management Commitment ...........................................................................................ORM-S 2
1.3 (Intentionally open) ....................................................................................................ORM-S 3
1.4 Communication.............................................................................................................ORM-S 3
1.5 Management Review....................................................................................................ORM-S 4
1.6 Provision of Resources.................................................................................................ORM-S 5
1.7 Risk Management.........................................................................................................ORM-S 6
1.8 Operational Planning....................................................................................................ORM-S 7
2 DOCUMENTATION AND RECORDS............................................... ORM-S 9
2.1 Documentation System ................................................................................................ORM-S 9
2.2 Operational Manuals ....................................................................................................ORM-S 9
2.3 Records System .........................................................................................................ORM-S 10
3 SAFETY AND QUALITY MANAGEMENT...................................... ORM-S 12
3.1 (Intentionally open) ..................................................................................................ORM-S 12
3.2 (Intentionally open) ..................................................................................................ORM-S 12
3.3 Safety Program...........................................................................................................ORM-S 12
3.4 (Intentionally open) .....................................................................................................ORM-13
3.5 Quality Control Program.............................................................................................ORM-S 13
3.6 Outsourcing Quality Control .......................................................................................ORM-S 15
3.7 Product Quality Control ..............................................................................................ORM-S 15
4 EVENT RESPONSE ....................................................................... ORM-S 17
4.1 Emergency Response Plan........................................................................................ORM-S 17
4.2 Other Event Response ...............................................................................................ORM-S 18
5 TRAINING AND QUALIFICATION ................................................. ORM-S 20
5.1 Functional Training Program ......................................................................................ORM-S 20
5.2 Security Training Program..........................................................................................ORM-S 21
5.3 Dangerous Goods Training Program .........................................................................ORM-S 21
5.4 Airside Safety Training Program.................................................................................ORM-S 22
5.5 Airside Driver Training Program .................................................................................ORM-S 22
5.6 GSE Operations Training Program.............................................................................ORM-S 22
5.13 Aircraft Turnaround Coordinator Training Program....................................................ORM-S 23
6 SECURITY MANAGEMENT ........................................................... ORM-S 24
6.1 Security Controls ........................................................................................................ORM-S 24
6.2 Security Threat Management .....................................................................................ORM-S 24
6.3 Contingency Planning.................................................................................................ORM-S 24
6.4 Security Equipment ....................................................................................................ORM-S 25

7 GROUND SUPPORT EQUIPMENT (GSE) MANAGEMENT.......... ORM-S 26
7.1 GSE Functional Specifications ...................................................................................ORM-S 26
7.2 GSE Maintenance ......................................................................................................ORM-S 26
7.3 GSE Operation ...........................................................................................................ORM-S 26
8 UNIT LOAD DEVICE (ULD) MANAGEMENT................................. ORM-S 29
8.1 ULD Airworthiness and Serviceability ........................................................................ORM-S 29
8.2 ULD Loading...............................................................................................................ORM-S 29
8.3 ULD Handling and Storage.........................................................................................ORM-S 30
9 STATION AIRSIDE SUPERVISION AND SAFETY........................ ORM-S 31
9.1 Supervision.................................................................................................................ORM-S 31
9.2 Airside Safety Committee...........................................................................................ORM-S 31
9.3 Airside Fire Safety ......................................................................................................ORM-S 31
9.4 Airside Cleanliness .....................................................................................................ORM-S 31
9.5 Airside Severe Weather Plan .....................................................................................ORM-S 32
9.6 Passenger Safety .......................................................................................................ORM-S 32
9.7 Personnel Safety ........................................................................................................ORM-S 33
9.8 Local Baggage Committee (LBC)...............................................................................ORM-S 33
10 AIRCRAFT TURNAROUND COORDINATION .............................. ORM-S 34
10.1 Turnaround Plan.........................................................................................................ORM-S 34
SECTION 2 – LOAD CONTROL (LOD)..................................................................LOD 1
1 LOAD CONTROL PROCESS................................................................LOD 1
1.1 General............................................................................................................................. LOD 1
1.2 Load Planning................................................................................................................... LOD 2
1.3 Weight and Balance Calculation....................................................................................... LOD 3
1.4 Loading Instruction/Report ............................................................................................... LOD 4
1.5 Notification to the Captain (NOTOC)................................................................................ LOD 5
1.6 Loadsheet......................................................................................................................... LOD 6
1.7 Departure Control System (DCS)..................................................................................... LOD 6
1.8 Reports and Messages..................................................................................................... LOD 7
SECTION 3 – PASSENGER HANDLING (PAX) ....................................................PAX 1
1 PASSENGER HANDLING OPERATIONS ............................................PAX 1
1.1 General............................................................................................................................. PAX 1
1.2 Passenger Check-in Procedures...................................................................................... PAX 1
1.3 Dangerous Goods ............................................................................................................ PAX 3
1.4 Security............................................................................................................................. PAX 3

Table of Content
1.5 Carriage of Weapons........................................................................................................ PAX 4
1.6 Special Category Passengers .......................................................................................... PAX 5
1.7 (Intentionally open) ........................................................................................................ PAX 6
1.8 Aircraft Access.................................................................................................................. PAX 6
1.9 Passenger Boarding Bridge and Stairs ............................................................................ PAX 6
SECTION 4 – BAGGAGE HANDLING (BAG)....................................................... BAG 1
1 BAGGAGE HANDLING OPERATIONS ............................................... BAG 1
1.1 General.............................................................................................................................BAG 1
1.2 Dangerous Goods ............................................................................................................BAG 2
1.3 Security.............................................................................................................................BAG 3
1.4 Unit Load Devices (ULDs)................................................................................................BAG 4
SECTION 5 – AIRCRAFT HANDLING AND LOADING (HDL) ..............................HDL 1
1 AIRCRAFT HANDLING AND SERVICING OPERATIONS ...................HDL 1
1.1 General............................................................................................................................. HDL 1
1.2 Aircraft Access.................................................................................................................. HDL 1
1.3 Ground Support Equipment (GSE)................................................................................... HDL 4
1.4 Passenger Boarding Bridge and Stairs ............................................................................ HDL 7
1.5 Aircraft Servicing .............................................................................................................. HDL 9
1.6 Aircraft Security .............................................................................................................. HDL 10
1.7 Unit Load Devices (ULDs).............................................................................................. HDL 11
2 AIRCRAFT LOADING OPERATIONS.................................................HDL 12
2.1 Loading Management..................................................................................................... HDL 12
2.2 Load Positioning ............................................................................................................. HDL 13
2.3 Dangerous Goods .......................................................................................................... HDL 14
2.4 Loading Equipment......................................................................................................... HDL 15
2.5 In-plane Loading............................................................................................................. HDL 15

SECTION 6 – AIRCRAFT GROUND MOVEMENT (AGM)....................................AGM 1
1 AIRCRAFT GROUND MOVEMENT OPERATIONS.............................AGM 1
1.1 General............................................................................................................................ AGM 1
1.2 Aircraft Arrival and Parking (Power-in) ............................................................................ AGM 3
1.3 Aircraft Departure (Power-out) ........................................................................................ AGM 4
1.4 Aircraft Marshalling.......................................................................................................... AGM 4
1.5 Aircraft Ground Movement Assistance............................................................................ AGM 5
1.6 Aircraft Chocking ............................................................................................................. AGM 5
2 AIRCRAFT NOSE GEAR-CONTROLLED PUSHBACK AND TOWING
OPERATIONS.......................................................................................AGM 7
2.1 Procedures ...................................................................................................................... AGM 7
3 AIRCRAFTC MAIN GEAR-CONTROLLED PUSHBACK OPERATIONS
AGM 13
3.1 Procedures .................................................................................................................... AGM 13
4 AIRCRAFT POWERBACK OPERATIONS.........................................AGM 15
4.1 Procedures .................................................................................................................... AGM 15
SECTION 7 – CARGO AND MAIL HANDLING (CGM).........................................CGM 1
1 CARGO/MAIL ACCEPTANCE AND HANDLING.................................CGM 1
1.1 General............................................................................................................................ CGM 1
1.2 Dangerous Goods ........................................................................................................... CGM 2
1.3 Live Animals and Perishables ......................................................................................... CGM 5
1.4 Other Special Cargo........................................................................................................ CGM 6
1.5 Unit Load Devices (ULDs)............................................................................................... CGM 6
2 CARGO SECURITY..............................................................................CGM 7
2.1 Facilities........................................................................................................................... CGM 7
2.2 OPERATIONS.......................................................................................CGM 7

GOSM Ed 2 Rev 0, February 2010 LEP 1
LIST OF EFFECTIVE PAGES
Page Number Date
Title Page N/A N/A
Disclaimer N/A N/A
Change / Revision History N/A February 2010
Table of Contents TOC 1 – TOC 8 February 2010
List of Effective Pages LEP 1 – LEP 2 February 2010
Record of Revisions REC 1 – REC 2 February 2010
Revision Highlights REV 1 – REV 28 February 2010
Foreword FWD 1 – FWD 2 February 2010
Applicability APP 1 – APP 2 February 2010
Introduction INTRO 1 – INTRO 4 February 2010
ISAGO Standards and Recommended Practices
Section 1
Organization and Management (OMR-H) ORM-H 1 – ORM-H 38 February 2010
Section 1
Organization and Management (OMR-HS) ORM-HS 1 – ORM-HS 46 February 2010
Section 1
Organization and Management (OMR-S) ORM-S 1 – ORM-S 34 February 2010
Section 2
Load Control (LOD) LOD 1 – LOD 8 February 2010
Section 3
Passenger Handling (PAX) PAX 1 – PAX 6 February 2010

LEP 2 GOSM Ed 2 Rev 0, February 2010
Section 4
Baggage Handling (BAG) BAG 1 – BAG 4 February 2010
Section 5
Aircraft Handling and Loading (HDL) HDL 1 – HDL 16 February 2010
Section 6
Aircraft Ground Movement (AGM) AGM 1 – AGM 16 February 2010
Section 7
Cargo and Mail Handling (CGM) CGM 1 – CGM 9 February 2010

GOSM Ed 2 Rev 0, February 2010 REC 1
RECORD OF REVISIONS
Edition Number Revision Number Issue Date Effective Date
First Edition Revision 0 May 2008 May 2008
Second Edition Revision 0 February 2010 May 2010

REC 2 GOSM Ed 2 Rev 0, February 2010

GOSM Ed 2 Rev 0, January 2010 REV 1
ISAGO Standards Manual (GOSM)
Second Edition Revision 0
Description of Changes
The following tables describe changes contained in the Second Revision of the ISAGO Standards Manual
(GOSM Edition 2). All changes are described as changes to the GOSM in relation to the current Edition 1.
The first table highlights the significant changes in this GOSM revision. Subsequent tables provide a
listing that identifies and briefly describes each individual change.
GOSM Change Highlights
Area Changed Description of Change
General All provisions are updated to the 2010 version of the AHM and DGR.
General
Provisions simplified and consolidated; total number is reduced; duplication is
eliminated (to the extent possible).
General
Wording in entire manual is converted to “International English” in accordance with
the new IATA Style Guide.
OMS and STM Sections Eliminated; replaced by a new ORM section (see explanation below).
ORM Section(s)
New section that comprises three separate sections, ORM-H, ORM-HS, and ORM-S;
ORM replaces the existing OMS and STM sections (see above); only one of the
three ORM sections is used for any audit; the selection of ORM-H, ORM-HS or
ORM-S for an audit depends on the way a provider is organized and the type of audit
(headquarters, station or headquarters/station) being conducted.
ORM-H Section
Included in the new ORM section; contains provisions that address corporate
management system requirements; used when only a headquarters is being audited
(i.e. no station involved)
ORM-HS Section
Included in the new ORM section; contains provisions that address both corporate
and station management system requirements; used only when a headquarters and
station are being audited together as a combined entity.
ORM-S Section
Included in the new ORM section; contains provisions that address station
management system requirements; used when only a station is being audited (i.e. no
headquarters involved).
Sections 2 – 8
Sections re-named to account for the consolidation of the existing OMS and STM
sections into the new ORM section; Section 8 is eliminated.

REV 2 GOSM Ed 2 Rev 0, January 2010
Changes to GOSM Introduction
Area Changed
Description of Change
General
List of GOSM sections is changed to reflect new ORM section and the re-naming of the other
sections.
Wording was revised (editorial due to conversion to International English).
Wording revised for technical correctness and clarity.
Changes to GOSM Section 1 (OMS to ORM)
Area Changed Description of GOSARP Change Description of GM Change
General
This is a new section; name is changed from OMS to ORM (see explanation in Highlights).
The ORM section comprises three separate sections: ORM-H, ORM-HS and ORM-S (see
explanation in Highlights).
Wording changes in numerous provisions due to conversion to International English.
Applicability Stateme
Wording revised to address the applicability of each ORM section depending on the type of aud
being conducted.
ORM - H Replaced previous OMS.
ORM-H 1 No revision N/A
ORM-H 1.1 No revision N/A
ORM-H 1.1.1 Wording revised for technical clarity Wording revised (editorial)
ORM-H 1.1.2 Wording revised for technical accuracy Wording revised (editorial)
ORM-H 1.2.1
Wording revised (editorial), word "corporate"
eliminated Wording revised (editorial)
ORM-H 1.2.2
ORM-H 1.2.3 Wording revised for technical clarity No revision
ORM-H 1.2.4 Wording revised (editorial) New AHM reference added
ORM-H 1.2.5
eliminated No revision
ORM-H 1.2.6
Wording revised for technical clarity, word
"corporate" eliminated Wording revised (editorial)
ORM-H 1.3 Intentionally open Intentionally open
ORM-H 1.4.2 New standard New guidance
ORM-H 1.5.1 Wording revised for technical clarity
No revision
ORM-H 1.6.1 Wording revised for technical clarity Wording revised for technical clarity
ORM-H 1.6.2 No revision Guidance extended
ORM-H 1.6.3 Wording revised for technical clarity, word No revision

Revisions Highlights
"corporate" eliminated
ORM-H 1.6.4 Intentional open, standard eliminated Intentionally open
ORM-H 1.6.5
"corporate" eliminated Wording revised (editorial)
ORM-H 1.7.1 Standard extended GM extended
ORM-H 1.7.2 Sub-reference requirements eliminated Wording revised (editorial)
ORM-H 1.8.1 Wording revised for technical accuracy No revision
ORM-H 2.1.1 Wording revised for technical clarity Guidance extended
ORM-H 2.2.1
ORM-H 2.2.2
"standard" replaced by "process" No revision
ORM-H 2.3.1
"corporate" eliminated Wording revised for technical clarity
ORM-H 3.1 Intentionally open, see ORM-H 3.3 Intentionally open
ORM-H 3.2 Intentionally open, see ORM-H 3.4 Intentionally open
ORM-H 3.3 Sub-section relocated, now Safety Program N/A
ORM-H 3.3.1
Consolidated OMS 3.1.1, 3.1.3-6, 3.3.1 and
3.3.4
Consolidated guidance of OMS
3.1.1, 3.1.3-6, 3.3.1 and 3.3.4, AHM
reference added
ORM-H 3.3.2 Consolidated OMS 3.1.2 and 3.3.2
3.1.2 and 3.3.2, wording revised for
technical clarity
ORM-H 3.3.3 Consolidated OMS 3.1.3 and 3.3.4 New guidance
ORM-H 3.3.4 Intentionally open Intentionally open
ORM-H 3.3.7
Wording revised for technical accuracy,
previously OMS 3.1.7
Wording revised (editorial),
previously guidance of OMS 3.1.7
ORM-H 3.4
Sub-section relocated, now Quality
Assurance Program N/A
ORM-H 3.4.1 Consolidated OMS 3.2.1 and 3.3.1
Wording revised for technical clarity,
consolidated guidance of OMS 3.2.1
and 3.3.1, AHM reference added
ORM-H 3.4.2 Consolidated OMS 3.2.2 and 3.3..2 No revision, previously guidance of

OMS 3.2.2
ORM-H 3.4.3
Consolidated OMS 3.2.3 and 3.3.3, wording
revised for technical clarity N/A
ORM-H 3.4.4
No revision, previously guidance of
OMS 3.2.4
ORM-H 3.4.5
Consolidated OMS 3.2.5 and 3.3.5, wording
revised for technical clarity
3.2.5 and 3.3.5
ORM-H 3.4.10
Wording revised (editorial), previously OMS
3.2.10
OMS 3.2.10
ORM-H 3.4.11 No revision, previously OMS 3.2.11
OMS 3.2.11
ORM-H 3.4.12
ORM-H 3.5 Intentionally Open Intentionally Open
ORM-H 3.6
Sub-section relocated, now Outsourcing
Quality Control Program N/A
ORM-H 3.6.1
"subcontracted" replaced by "outsourced",
word "subcontracted" replaced by
"outsourced", previously guidance of
OMS 3.4.1, AHM reference added
ORM-H 3.6.2
"subcontracted" replaced by "outsourced",
Wording revised for technical
accuracy, word "subcontracted"
replaced by "outsourced", previously
guidance of OMS 3.4.2
ORM-H 3.6.3
previously OMS 3.4.3 N/A
ORM-H 3.7
Sub-section relocated, now Product Quality
Control N/A
ORM-H 3.7.1
previously guidance OMS 3.5.1
ORM-H 4.1.1 Wording revised for technical accuracy Guidance extended
ORM-H 4.1.2 Wording revised for technical accuracy New guidance
ORM-H 4.1.3
ORM-H 4.1.4 Wording revised for technical clarity New guidance
ORM-H 5.1
Sub-section renamed to Training Program
(General) N/A

ORM-H 5.1.2 Wording revised for technical clarity N/A
ORM-H 5.2.2
"subcontracted" replaced by "outsourced" N/A
ORM-H 5.2.3
"subcontracted" replaced by "outsourced" N/A
ORM-H 5.3.1 Wording revised for technical clarity DGR reference added
ORM-H 5.3.4
"outsourced" replaced by "external ground
service providers" N/A
ORM-H 5.3.11 Consolidated OMS 5.12.2 and 5.12.3 New guidance
ORM-H 5.3.12
Converted to conditional provision, wording
revised for technical clarity, previously OMS
5.12.4 N/A
ORM-H 5.3.13
OMS 5.12.5
ORM-H 5.4.1
associated Table relocated to guidance Relocated Table 1.1
ORM-H 5.5.1
associated Table relocated to guidance Relocated Table 1.2
ORM-H 5.6.1 Wording revised for technical clarity
Wording revised (editorial), AHM
reference added

ORM-H 5.7.1
Wording revised for technical clarity, Tables
relocated to guidance
New guidance, relocated Tables 1.3
and 1.4
ORM-H 5.8.1
Tables relocated to guidance
and 1.6
ORM-H 5.9.1
and 1.8
ORM-H 5.10.1
and 1.10
ORM-H 5.10.2 Wording revised for technical accuracy New AHM reference added
ORM-H 5.10.3
standard extended Wording revised (editorial)
ORM-H 5.10.4
Wording revised for technical clarity, Table
relocated to guidance New guidance, relocated Table 1.11
ORM-H 5.11.1
Wording revised for technical clarity, Table
relocated to guidance New guidance, relocated Table 1.13
ORM-H 5.12.1
New sub-reference iv) related to security
training Wording revised (editorial)
ORM-H 6.1.2 Wording revised for technical clarity New guidance
ORM-H 6.1.3
Guidance extended, previously
guidance of OMS 6.2.1
ORM-H 6.2
Sub-section relocated, now Security Threat
Management N/A
ORM-H 6.2.1
New guidance, previously guidance
OMS 6.4.2
ORM-H 7.1 New Subsection N/A
ORM-H 7.2
Sub-section relocated, now GSE
Maintenance N/A
ORM-H 7.2.1
eliminated, previously OMS 7.1.1
OMS 7.1.1
ORM-H 7.2.2 Wording revised for technical clarity, N/A

ORM-H 7.3 Su-b-section relocated, now GSE Operations N/A
ORM-H 7.3.1
Wording revised (editorial),
ORM-H 7.3.2
New revision, previously guidance
of OMS 7.2.2
ORM-H 7.3.3
of OMS 7.2.3
ORM-H 7.3.4
of OMS 7.2.4
ORM-H 7.3.5
New guidance, AHM reference
added
ORM-H 7.3.6
ORM-H 7.3.7
ORM-H 7.3.8
ORM-H 7.3.9
ORM-H 7.3.10
ORM-HS New section
ORM-S 1 No revision N/A
ORM-S 1.1 No revision N/A
ORM-S 1.1.1 Wording revised for technical accuracy Guidance extended
ORM-S 1.1.2
previously STM 1.1.2 New guidance
ORM-S 1.2.1 New standard New revision
ORM-S 1.2.2 Intentionally open Intentionally open
ORM-S 1.2.3
ORM-S 1.2.4 Standard extended, previously STM 1.2.3 New guidance
ORM-S 1.2.5
ORM-S 1.2.6 New standard, previously OMS 1.2.6 New guidance
ORM-S 1.3 Intentionally Open Intentionally Open
ORM-S 1.4.1 Wording revised for technical clarity New guidance
ORM-S 1.4.2 Wording revised for technical clarity No revision
ORM-S 1.5.1 Standard extended, previously STM 1.2.3 New guidance

ORM-S 1.6.3 New standard New guidance
ORM-S 1.6.5
previously STM 1.6.4 Wording revised (editorial)
ORM-S 1.7.1
Standard extended, consolidated STM 1.7.1
and 1.7.2 New guidance
ORM-S 1.7.2
standard simplified New guidance
ORM-S 2
Sub-section title changed to Documentation
and Records N/A
ORM-S 2.1
Sub-section title changed to Documentation
System N/A
ORM-S 2.2.2
Wording revised (editorial), previously STM
2.2.21 New guidance
ORM-S 2.2.3
Consolidated STM 2.2.3 - 2.2.4 and other
operational standards New guidance
ORM-S 2.2.4
"subcontracted" replaced by "outsourced" Wording revised for technical clarity
ORM-S 2.3 Sub-section title changed to Records System N/A
ORM-S 2.3.1 Standard extended New guidance
ORM-S 3
Sub-section title changed to Safety and
Quality Management N/A
ORM-S 3.1 Intentionally open Intentionally open
ORM-S 3.3 Sub-section relocated, now Safety Program N/A
ORM-S 3.3.1
previously STM 3.1.1
Guidance extended, AHM reference
added
ORM-S 3.3.2

ORM-S 3.3.8 Consolidated STM 3.1.3 - 3.1.6
Consolidated guidance of STM 3.1.3
- 3.1.6
ORM-S 3.5
Sub-section relocated, now Quality Control
Program N/A
ORM-S 3.5.1
ORM-S 3.5.2
ORM-S 3.5.3
previously STM 3.2.3 N/A
ORM-S 3.5.4
ORM-S 3.5.5
STM 3.2.5
ORM-S 3.6
Sub-section relocated, now Outsourcing
Quality Control Program N/A
ORM-S 3.6.1
previously STM 3.3.1, word "subcontracted"
replaced by "outsourced" New guidance
ORM-S 3.6.2
previously STM 3.3.2, word "subcontracted"
replaced by "outsourced"
Guidance extended, previously
guidance of STM 3.3.2
ORM-S 3.6.3 New standard N/A
ORM-S 3.7
Sub-section relocated, now Product Quality
Control N/A
ORM-S 3.7.1
previously STM 3.4.1 Guidance extended
ORM-S 4 Sub-section title changed to Event Response N/A
ORM-S 4.1
Sub-section title changed to Emergency
Response Plan N/A
ORM-S 4.1.1
Standard extended, wording changed for
technical accuracy N/A
ORM-S 4.1.3 Wording revised (editorial) New guidance
ORM-S 4.2.1 Wording revised for technical clarity Wording revised for technical clarity
ORM-S 4.2.2 Wording revised (editorial) Wording revised for technical clarity
ORM-S 5 Sub-section title changed to Training and N/A

Qualification
ORM-S 5.1
Sub-section title changed to Functional
Training Plan N/A
ORM-S 5.1.1
Wording revised for technical clarity, sub-
reference v) load supervisor training
relocated to separate standard Wording revised for technical clarity
ORM-S 5.1.2
ORM-S 5.1.3
previously STM 5.1.1 sub-reference v) New guidance
ORM-S 5.1.4 Previously STM 5.1.2 New guidance
ORM-S 5.1.5 Previously STM 5.1.3 New guidance
ORM-S 5.2 Revised, New Subsection N/A
ORM-S 5.3
Sub-section relocated, now Dangerous
Goods Training Program N/A
ORM-S 5.3.1
standard simplifies, previously STM 5.2.1 New guidance
ORM-S 5.3.4
ORM-S 5.3.10
ORM-S 5.4
Sub-section relocated, now Airside Safety
Training Program N/A
ORM-S 5.4.1
ORM-S 5.5
Sub-section relocated, now Airside Driver
ORM-S 5.5.1

ORM-S 5.6
Sub-section relocated, now GSE Operations
ORM-S 5.6.1
ORM-S 5.7 Intentionally open, duplication Intentionally open
ORM-S 5.13
Sub-section relocated, Aircraft Turnaround
Coordinator Training Program N/A
ORM-S 5.13.1 Wording revised for technical clarity Wording revised (editorial)
ORM-S 6
Sub-section renamed to Security
Management N/A
ORM-S 6.1.1 Wording revised for technical clarity Wording revised (editorial)
ORM-S 6.1.2
Extended, previously guidance of
STM 6.2.1
ORM-S 6.1.3
STM 6.2.2
ORM-S 6.2
Sub-section relocated, now Security Threat
Management N/A
ORM-S 6.2.1 Previously STM 6.4.1, standard simplified Previous STM 6.4.2
ORM-S 6.3
Sub-section relocated, now Contingency
Planning N/A
ORM-S 6.3.1
ORM-S 6.3.2
ORM-S 6.4 Sub-section relocated, Security Equipment N/A
ORM-S 6.4.1
Wording revised (editorial), previous
ORM-S 7
Sub-section renamed to Ground Support
Equipment (GSE) Management N/A
ORM-S 7.1 New Sub-section N/A
ORM-S 7.2
Sub-section relocated, now GSE
Maintenance N/A
ORM-S 7.2.1
ORM-S 7.3 Sub-section relocated, now GSE Operations N/A

ORM-S 7.3.1
ORM-S 8
New Sub-section, relocated from BAG 1.4,
CGM 1.5 and other operational sections New guidance
ORM-S 8.1
New Sub-section, relocated from BAG 1.4,
CGM 1.5 and other operational sections New guidance
ORM-S 9
Sub-section relocated, now Station Airside
Supervision and Safety N/A
ORM-S 9.1 Subsection relocated, now Supervision N/A
ORM-S 9.1.1
ORM-S 9.2
Sub-section relocated, now Airside Safety
Committee N/A
ORM-S 9.2.1
ORM-S 9.3
Sub-section relocated, now Airside Fire
Safety N/A
ORM-S 9.3.1
No revision, previous guidance STM
9.1.1
ORM-S 9.4
Sub-section relocated, now Airside
Cleanliness N/A
ORM-S 9.4.1 No revision, previous STM 9.2.1
No revision, previous guidance of
STM 9.2.1
ORM-S 9.4.2
Previously should provision now shall,
wording revised for technical clarity,
STM 9.2.2
ORM-S 9.5
Sub-section relocated, now Airside Severe
Weather Plan N/A
ORM-S 9.5.1
STM 9.3.1
ORM-S 9.6
Sub-section relocated, now Passenger
Safety N/A
ORM-S 9.6.1
9.4.1
STM 9.4.1

ORM-S 9.7 Sub-section relocated, now Personnel Safety N/A
ORM-S 9.7.1
9.5.1
STM 9.5.1
ORM-S 9.8.1 No revision, previous BAG 1.1.2
Previous guidance of BAG 1.1.2,
ITRM reference added
ORM-S 10 No revision N/A
ORM-S 10.1.1 Standard extended Wording revised (editorial)
Changes to GOSM Section 2 (STM to LOD)
General
Name is changed from STM to LOD (see explanation in Highlights).
Applicability Statement Wording revised for technical clarity, definition of scope.
LOD 1 No revision N/A
LOD 1.1 No revision N/A
LOD 1.1.1 Wording revised for technical clarity Wording revised for technical clarity
LOD 1.1.2 No revision N/A
LOD 1.1.3 Intentionally open: DGR accessibility
now addressed in ORM-S, HS 2.2.3 Intentionally open
LOD 1.1.4 Wording revised for technical clarity N/A
LOD 1.1.5 Wording revised for technical clarity N/A
LOD 1.1.6 -1.1.7 Intentionally open Intentionally open
LOD 1.1.8 Wording revised for technical clarity No revision
LOD 1.1.10
Number added, previously LOD 1.3.2
Guidance previously from LOD
1.3.2
LOD 1.2 Renumbered, previously 1.3 N/A
LOD 1.2.1 Wording revised for technical clarity,
simplification, previously partly
covered by LOD 1.3.3 New guidance
LOD 1.2.2 - 1.2.10 Intentionally open Intentionally open
LOD 1.3 Wording revised for technical clarity,
renumbered, previously 1.2 N/A
consolidated LOD 1.2.1 and 1.2.2
New guidance, partly consolidated
guidance to LOD 1.2.1 and 1.2.2
LOD 1.3.2 Intentionally open Intentionally open
renumbered, previously LOD 1.2.3
and guidance to LOD 1.2.3
previously guidance of LOD 1.2.3

simplification, wording of standard
moved to guidance material
New guidance, previously wording
of standard LOD 1.2.4
LOD 1.3.5 Previously LOD 1.2.5 New guidance, new AHM reference
LOD 1.3.6 Previously LOD 1.2.6 Previously guidance to LOD 1.2.6
LOD 1.3.7-1.3.8 Intentionally open Intentionally open
previously LOD 1.2.9 Wording revised for technical clarity
LOD 1.3.10 Previously standard LOD 1.2.10 Previously guidance to LOD 1.2.10
LOD 1.4 No revision No revision
LOD 1.4.1
Wording revised for technical clarity
guidance linked to HDL 2.1.5
LOD 1.4.2 Wording revised for technical clarity No revision
LOD 1.4.3 No revision No revision
LOD 1.5 Wording revised for technical
accuracy N/A
simplification
accuracy, new AHM reference
LOD 1.6.5
No revision
accuracy
LOD 1.7.1
No revision
accuracy
LOD 1.7.2 Previously shall requirement, now
should No revision
LOD 1.8.3 No revision Wording revised for technical clarity
LOD 1.8.4 Wording revised for technical
accuracy New guidance
LOD 1.8.6 New standard New guidance

Changes to GOSM Section 3 (LOD to PAX)
Area
Changed
Description of GOSARP Change Description of GM Change
General
Name is changed from LOD to PAX (see explanation in Highlights).
Applicability
Statement
Wording revised for technical clarity, definition of scope.
PAX 1 No revision N/A
PAX 1.1 No revision N/A
PAX 1.1.1 No revision Wording revised for technical clarity
PAX 1.2.1 No revision Wording revised (editorial)
PAX 1.2.2 Wording revised for technical clarity No revision
PAX 1.2.3 No revision No revision
PAX 1.2.4 Wording revised for technical clarity Wording revised for technical clarity
PAX 1.2.5 Wording revised for technical
accuracy
Wording revised for technical accuracy
accuracy, consolidated PAX 1.2.6 and
1.2.8
Wording revised for technical clarity, partly
consolidated guidance of PAX 1.2.6 and 1.2.8
PAX 1.2.7-
1.2.8
Intentionally open Intentionally open
PAX 1.3.1 Intentionally open Intentionally open
PAX 1.3.2 Wording revised for technical clarity,
simplification
New guidance
PAX 1.3.3 Wording revised for technical clarity No revision
PAX 1.4.4 Consolidated PAX 1.4.4 and 1.4.5 No revision
PAX 1.4.5 Consolidated PAX 1.4.5 and 1.4.6 No revision
PAX 1.5.2 Wording revised (editorial), correct
standard reference number added
No revision
PAX 1.6.1 Previously PAX 1.6.3 New guidance, ICAO Annex 17
PAX 1.6.2 Consolidated PAX 1.6.7, 1.6.1 and New guidance

1.6.2, simplification
PAX 1.6.3 New standard, covers UM handling N/A
PAX 1.6.5 Wording revised for technical clarity,
Incapacitated Passenger added
Wording revised to cover PRM and
Incapacitated Passenger
accuracy
Wording revised (editorial)
PAX 1.7. Intentionally open Intentionally open
PAX 1.8 Relocated, see HDL Sub-section 1.2 Relocated with standard
PAX 1.9 Relocated, see HDL Sub-section 1.4 Relocated with standard
Changes to ISM Section 4 (PAX to BAG)
General
Name is changed from PAX to BAG (see explanation in Highlights).
Applicability
Statement
Wording revised for technical clarity, definition of scope.
BAG 1 No revision N/A
BAG 1.1 No revision N/A
BAG 1.1.1 Wording revised for technical
accuracy Wording revised for technical accuracy
BAG 1.1.2 Intentionally open Intentionally open
BAG 1.1.3
Converted to conditional provision
Guidance extended, reference to AHM
added
BAG 1.1.4 Wording revised (editorial) No revision
accuracy No revision
accuracy
Wording revised for technical clarity, AHM
reference eliminated
BAG 1.3.1 Wording revised (editorial) Guidance extended
BAG 1.3.2 No revision Wording revised (editorial)
BAG 1.3.3 Wording revised (editorial), correct
standard reference number added No revision
BAG 1.3.4 No revision Guidance extended

BAG 1.4 Relocated, please see ORM-HS or
ORM-S Sub-section 8
Relocated, please guidance of ORM-HS or
ORM-S Sub-section 8
Changes to GOSM Section 5 (BAG to HDL)
General
Name is changed from BAG to HDL (see explanation in Highlights).
Applicability
Statement
Wording revised for technical clarity, definition of scope
HDL 1 No revision N/A
HDL 1.1 No revision N/A
HDL 1.1.1 Wording revised for technical
accuracy
AHM reference eliminated
HDL 1.2 Wording revised for technical clarity N/A
accuracy Guidance extended, AHM reference added
HDL 1.2.2 Wording revised for technical clarity,
OMS reference eliminated Guidance simplified
HDL 1.2.3 Intentionally open Intentionally open
HDL 1.2.4
Wording revised (editorial)
Guidance extended, added wording from
HDL 1.2.3
HDL 1.2.5 Wording revised for technical clarity No revision
HDL 1.2.6
Wording revised, standard simplified
added wording from HDL 1.3.22
HDL 1.2.7 Wording revised, standard simplified
and previously to HDL 1.3.22
guidance extended
HDL 1.3 Wording revised (editorial) N/A
accuracy Wording revised (editorial)
HDL 1.3.2
Consolidated HDL 1.3.2 and 1.3.3
Consolidated previous guidance of HDL
1.3.2 and 1.3.3., guidance extended
HDL 1.3.4 No revision No revision
HDL 1.3.5 No revision Wording revised (editorial)

accuracy AHM reference added
HDL 1.3.13 Consolidated HDL 1.3.13 and 1.3.14
and partly 1.3.20
Consolidated previous guidance of HDL
1.3.13 and 1.3.14 and partly 1.3.20
HDL 1.3.20 Intentionally open, previously HDL
1.3.13 Intentionally open
HDL 1.3.22 No revision, previously HDL 1.2.7 New guidance, AHM reference added
HDL 1.4 Wording revised for technical clarity N/A
HDL 1.4.2 No revision Wording revised (editorial)
accuracy New guidance, AHM reference added
accuracy No revision
HDL 1.5 ( * ) Note eliminated N/A
HDL 1.5.2 Converted to conditional provision New guidance, AHM reference added
HDL 1.5.3 Converted to conditional provision New guidance, AHM reference added
HDL 1.5.4 Converted to conditional provision No revision
HDL 1.5.5 Converted to conditional provision No revision
HDL 1.6.1 Intentionally open, standard Intentionally open

eliminated
HDL 1.6.2 Wording revised for technical clarity,
simplification No revision
HDL 1.6.3 Converted to conditional provision,
simplification No revision
wording changed for technical clarity Guidance extended
HDL 1.7 Relocated, see ORM-HS or ORM-S
Sub-section 8 Relocated with standards
HDL 2 No revision N/A
HDL 2.1.1 Consolidated HDL 2.1.2 and 2.2.2,
wording revised for technical
HDL 2.1.2 Previously HDL 2.1.1, wording
revised for technical accuracy New guidance, AHM reference added
HDL 2.1.3 No revision N/A
HDL 2.1.4
Previously HDL 2.5.3
Previously HDL 2.5.3 guidance, AHM
reference added
HDL 2.1.5 Previously HDL 2.1.4, standard
extended for technical accuracy Guidance extended
HDL 2.1.6 Previously HDL 2.1.5, wording
revised for technical clarity Wording revised (editorial)
HDL 2.3.1 Wording revised (editorial) AHM reference eliminated
HDL 2.3.2 Wording revised for technical clarity No revision
HDL 2.3.4 Wording revised (editorial) Guidance extended, DGR reference added
HDL 2.3.5 Intentionally open, standard
eliminated Intentionally open
HDL 2.3.6 Consolidated HDL 2.3.6 and 2.3.7,
accuracy DGR reference added
HDL 2.4.1 Wording revised (editorial) No revision

HDL 2.5 Aircraft Equipment replaced by In-
plane Loading N/A
HDL 2.5.1 Wording revised (editorial) New guidance
HDL 2.5.2 Intentionally open, standard
HDL 2.5.3 Intentionally open, previously HDL
HDL 2.5.4 Consolidated HDL 2.5.4 and 2.5.5 Consolidated guidance of HDL 2.5.4 &
2.5.5
Changes to GOSM Section 6 (HDL to AGM)
General
Name is changed from HDL to AGM (see explanation in Highlights).
Applicability
Statement
AGM 1 No revision N/A
AGM 1.1 No revision N/A
AGM 1.1.1 No revision Wording revised (editorial)
AGM 1.1.2 No revision No revision
AGM 1.1.3 Wording revised, sub reference i)
added Guidance extended
AGM 1.1.6 Previously should requirement, now
shall No revision
AGM 1,2 Wording revised (editorial) N/A
AGM 1.2.1 Wording revised for technical clarity Wording revised (editorial)
AGM 1.3 Wording revised (editorial) N/A
AGM 1.4.2 No revision Wording revised for technical clarity
AGM 1.5.2 Wording revised for technical clarity Wording revised for technical clarity
AGM 1.6 Wording revised (editorial)
AGM 1.6.1 Wording revised for technical

AGM 1.6.3 Standard simplified, wording of
standard relocated to guidance
material Extended guidance
AGM 1.6.4 Intentionally open Intentionally open
AGM 1.6.5 Intentionally open, standard
AGM 2 Wording revised (editorial) N/A
AGM 2.1.2 No revision Guidance extended
AGM 2.1.3 No revision AHM reference added
AGM 2.1.6 Converted to conditional provision,
accuracy, standard previously
guidance
Guidance extended, previously wording of
AGM 2.1.6
AGM 2.1.8 Wording revised for technical clarity AHM reference added
AGM 2.1.13 Wording revised for technical clarity New guidance
AGM 2.1.22 Consolidated AGM 2.1.22-23 and
2.1.25
Consolidated guidance to AGM 2.1.22-23
and 2.1.25
AGM 2.1.23 Intentionally open, previously AGM
AGM 2.1.25 Intentionally open, previously AGM

AGM 2.1.28
Previously AGM 2.1.39
Guidance extended, Previously guidance
of AGM 2.1.39,
AGM 2.1.29 Previously AGM 2.1.28 AHM reference added
AGM 2.1.33 Sub reference iv) and v) eliminated No revision
AGM 2.1.37 Wording revised for technical clarity AHM reference added
AGM 4.1 No N/A
AGM 4.1.4 No revision Guidance extended

Changes to GOSM Section 7 (AGM to CGM)
General
Name is changed from AGM to CGM (see explanation in Highlights).
Applicability
Statement
CGM 1 No revision N/A
CGM 1.1 No revision N/A
CGM 1.1.1 No revision New guidance
CGM 1.1.2
Intentionally open, standard
relocated to ORM
Intentionally open
CGM 1.1.3
relocated to ORM
Intentionally open
CGM 1.1.4
accuracy, consolidated CGM 1.1.4
and 1.1.5
guidance for interline cargo requirements
were added
CGM 1.1.5 New standard New guidance
CGM1.1.6
accuracy, converted to conditional
provision
Wording revised for technical clarity, AHM
reference added
CGM 1.1.7
accuracy, summarized cargo
handling facilities
defined special cargo
CGM 1.2.1
accuracy, consolidated CGM 1.2.1-
1.2.4
combined guidance for 1.2.1-1.2.4
CGM 1.2.2 Intentionally open Intentionally open
CGM 1.2.5 Wording revised for technical clarity No revision
CGM 1.2.6 No revision New guidance
CGM 1.2.7
eliminated
Intentionally open
CGM 1.2.8
accuracy
New guidance, reference to DGR Section 9
CGM 1.2.9
No revision Wording revised for technical clarity,
reference given to entire DGR Section 9
CGM 1.2.11
No revision Wording revised for technical clarity, added
DGR Section 9

CGM 1.2.12
accuracy, included procedures for
cargo to be loaded in a Class C
aircraft cargo compartment
New guidance, Definition of Cargo
Compartment Classifications and reference
to DGR Section 9
CGM 1.2.13
accuracy
N/A
CGM 1.3.1 Wording revised for technical clarity No revision
CGM 1.3.2 No revision No revision
CGM 1.3.3
Wording revised for technical clarity Wording revised for technical accuracy,
cited examples of time- and temperature-
sensitive goods, Additional guidance to
include mandate of local authorities
CGM 1.3.4
Previously a should requirement,
now shall
No revision
CGM 1.4.1
eliminated examples of special cargo
defined special cargo, specific reference to
AHM 333
CGM 1.5
Relocated, please see ORM-HS or
ORM-S Sub-section 8
Relocated, please guidance of ORM-HS or
ORM-S Sub-section 8
CGM 2 No revision N/A
CGM 2.1.1
accuracy
New guidance
CGM 2.1.3 Wording revised for technical clarity New guidance
CGM 2.2.1
Revised for technical clarity Wording revised for technical accuracy,
included reference to ITRM for the
definitions of Regulated Agent and Known
Shipper, Generalized reference to ICAO
Annex 17
CGM 2.2.4
No revision Wording revised for technical accuracy,
generalized reference to ICAO Annex 17
CGM 2.2.5
accuracy
No revision
CGM 2.2.6
No revision Eliminated reference to Glossary for
definitions of Regulated Agent and known
Shipper
CGM 2.2.7-
2.2.9
CGM 2.2.10 Wording revised (editorial) No revision

CGM 2.2.6
No revision Eliminated reference to Glossary for
definitions of Regulated Agent and known
Shipper
CGM 2.2.7-
2.2.9
CGM 2.2.10 Wording revised (editorial) No revision
Changes to GOSM Section 8 (Eliminated)
General Section 8 is eliminated (see explanation in Highlights).

GOSM Ed 2 Rev 0, January 2010 FWD 1
FOREWORD
The IATA Safety Audit of Ground Operations (ISAGO) program is an internationally recognized and
accepted system for assessing the operational management and control systems of an organization that
provides ground handling services for airlines (the “Provider”). ISAGO is based on industry-proven quality
audit principles and structured to ensure a standardized audit with consistent results.
The technical content of the ISAGO Standards and Recommended Practices (GOSARPs) contained in
this manual is under continual review and maintenance by task forces, each comprising a membership of
operational, safety, security and quality experts from airlines, regulatory authorities and various other
industry entities associated with operational audit. Special care is taken to ensure a regionally diverse
membership of each task force.
Over the long term, IATA will continually review and update the content of this manual to ensure material
is up-to-date and meets the needs of the industry.
Your comments are welcome…
Only the readers and users of this GOSM can tell us if it meets their needs and
expectations. Your comments on any aspect of this manual – content, format, style or
other – are solicited and may be addressed to:
isago@iata.org

FWD 2 GOSM Ed 2 Rev 0, January 2010

GOSM Ed 2 Rev 0, January 2010 APP 1
APPLICABILITY
The ISAGO Standards and Recommended Practices contained in this ISAGO Standards Manual (GOSM)
are used as the basis for an assessment (the “Audit”) of a provider conducted under the ISAGO Program.

APP 2 GOSM Ed 2 Rev 0, January 2010
INTENTIONALLY LEFT BLANKINTENTIONALLY LEFT BLANK
APP 2 GOSM Ed 2 Rev 0, January 2010

Standards and Recommended Practices
GOSM Ed 2 Rev 0, February 2010 INT 1
INTRODUCTION
1 Purpose
The ISAGO Standards Manual (GOSM) is published in order to provide the operational standards,
recommended practices and associated guidance material necessary for the Audit of a ground
service provider (hereinafter the “Provider”).
The GOSM may also be used as a guide by any provider desiring to structure its management
and operational control systems to be in conformity with the latest industry operational practices.
The GOSM is the sole source of assessment criteria utilized by ISAGO auditors when conducting
an Audit.
2 Structure
The GOSM consists of seven sections as follows:
Section 1 → Organization and Management (OMR-H, ORM-HS, ORM-S);
Section 2 → Load Control (LOD);
Section 3 → Passenger Handling (PAX);
Section 4 → Baggage Handling (BAG);
Section 5 → Aircraft Handling and Loading (HDL);
Section 6 → Aircraft Ground Movement (AGM);
Section 7 → Cargo and Mail Handling (CGM).
Each section has an associated 3-letter identifier (in parentheses above). The reference code for
every standard or recommended practice within a section will include the specific identifier for that
section (e.g., LOD 1.1.1).
3 ISAGO Standards and Recommended Practices (GOSARPs)
The Standards and Recommended Practices contained in this manual have been developed
solely as the basis for the Audit under the ISAGO program. GOSARPs are not regulations.
Standards
ISAGO Standards are specified systems, policies, programs, processes, procedures, plans, sets
of measures, facilities, components, types of equipment or any other aspects of ground
operations under the scope of ISAGO that are considered an operational necessity, and with
which a provider will be expected to be in conformity at the conclusion of the Audit.
Standards always contain the word “shall” (e.g., “The Provider shall have a process…”) in order to
denote a requirement.
During an Audit, determination of nonconformity with specifications contained in an ISAGO
Standard results in a Finding, which in turn results in the generation of a Corrective Action Report
(CAR) by the Audit Team that conducted the Audit.
To close a Finding, a provider will be required to implement corrective action that will be verified
by the Audit Team.
Recommended Practices
ISAGO Recommended Practices are specified systems, policies, programs, processes,
procedures, plans, sets of measures, facilities, components, types of equipment or any other
aspects of ground operations under the audit scope of ISAGO that are considered operationally
desirable, but conformity is optional by a provider.
Recommended Practices always contain the italicized word “should” (e.g., “The Provider should
have a policy…”) to denote optional conformity.

INT 2 GOSM Ed 2 Rev 0, February 2010
During an Audit, a determination of nonconformity with specifications contained in an ISAGO
Recommended Practice results in an Observation, which in turn results in the generation of a
CAR by the Audit Team.
A Provider is not obliged to respond to an observation with corrective action. However, if a
provider chooses to close an Observation, it will require the implementation of corrective action
exactly as is required to close a Finding.
Conditional Provision
Certain ISAGO Standards and Recommended Practices are only applicable to a provider when
that provider meets specific and clearly stated operational condition(s). The specific condition(s) is
(are) always stated at the very beginning of the provision following the phrase, “If the Provider…”
When assessing a provider against a conditional provision, the Auditor will first determine if the
provider meets the stated operational condition(s). If the provider meets the condition(s), that
provision is applicable to the provider and must be assessed for conformity. If the provider does
not meet the condition, the provision is not applicable to that provider and the provision will be
recorded on the ISAGO Checklist as N/A.
Symbols
A (GM) in bold text immediately following a provision indicates the existence of associated
guidance material for that provision.
4 Guidance Material (GM)
Guidance material is informational in nature and supplements or clarifies the meaning or intent of
specifications contained in either an ISAGO Standard or Recommended Practice. GOSARPs that
are self-explanatory do not have guidance material.
Guidance material is designed to ensure a common interpretation of specifications in GOSARPs
and provides additional detail that assists a provider to understand what is required in order to
achieve conformity. Where applicable, guidance material also presents examples of alternative
means of achieving conformity.
Guidance material is found immediately below the Standard or Recommended Practice, and is
preceded by the bold sub-heading “Guidance.”
5 Operational Audit
During an Audit, a provider is assessed against the ISAGO Standards and Recommended
Practices contained in this manual. To determine conformity with any standard or recommended
practice, the ISAGO Auditor will assess the degree to which specifications are documented and
implemented by the provider. In making such an assessment, the following guidance is
applicable.
Documented
Documented shall mean any specification(s) in GOSARPs is (are) published and accurately
represented in a controlled document. A controlled document is subject to processes that provide
for positive control of content, revision, publication, distribution, availability and retention.
Implemented
Implemented shall mean any specification(s) in GOSARPs is (are) established, activated,
integrated, incorporated, deployed, installed, maintained and/or made available, as part of the
operational system, and is (are) monitored and evaluated, as necessary, for continued
effectiveness.
The requirement for specifications to be documented and implemented by a provider is inherent in
GOSARPs unless stated otherwise.

GOSM Ed 2 Rev 0, February 2010 INT 3
Active Implementation
Certain ISAGO Standards may be designated as eligible for the application of Active
Implementation, which is a concept that permits a provider to be in conformity with a standard
based on a demonstration of active and real progress toward completion of an acceptable
Implementation Action Plan (IAP).
An acceptable IAP defines and maps out the satisfaction of all requirements for a provider to
achieve conformity with the designated ISAGO Standard. As a minimum, an acceptable IAP shall
specify:
a detailed schedule of all work or activities necessary to complete the IAP;
all equipment, components, material or other physical resources necessary to
complete the IAP;
a series of milestone dates against which progress toward completion of the plan can
be measured;
a date when the plan is projected to be completed.
Designation of any ISAGO Standard for the application of Active Implementation will always be
predicated on an up-front risk analysis that indicates application of AI would not pose an
unacceptable safety risk. Additionally, such designation may include prerequisite conditions that
must be satisfied by a provider in order to be eligible for AI.
An ISAGO Standard that has been designated for application of AI will be clearly identified in this
manual, along with prerequisite conditions, if any.
To conform to a standard based on Active Implementation, a provider must be able to furnish
evidence to the Auditor that execution of an acceptable IAP is underway and material or physical
progress toward completion of the plan is consistent with the planned schedule, as measured
against published milestones. If applicable, a provider must also demonstrate satisfaction of any
associated prerequisite conditions.
A provider that furnishes only an IAP without other demonstrable evidence of having materially or
physically begun execution of the plan does not meet the criteria for conformity based on Active
Implementation.
The fact that a provider has achieved conformity with a designated ISAGO provision based on
Active Implementation will be clearly indicated and detailed in the ISAGO Audit Report.
Outsourced Functions
Where a provider has outsource operational functions specified in ISAGO provisions to other
service providers, conformity with those provisions will be based on evidence provided by the
provider that demonstrates acceptable processes are in place (i.e., documented and
implemented) for monitoring such external service provider to ensure fulfillment of all
requirements affecting the safety and security of ground operations. Auditing is recommended as
an effective method for such monitoring of external service provider.
6 ISAGO Documentation System
The GOSM is used in association with the following related manuals:
IATA Technical Reference Manual for Audit Programs (ITRM);
ISAGO Program Manual (GOPM);
ISAGO Audit Handbook (GOAH).
The ITRM, GOPM, GOAH and GOSM comprise the ISAGO documentation system.
7 English Language
English is the official language of the ISAGO Program; documents comprising the ISAGO
Documentation System are written in English.
The GOPM requires Auditors to ensure the English language version of this GOSM and/or ISAGO
Checklists is always used as the basis for a final determination of conformity or nonconformity

INT 4 GOSM Ed 2 Rev 0, February 2010
with GOSARPs during the conduct of an Audit. Versions of the GOSM or ISAGO Checklists that
have been translated into another language are subject to misinterpretation; therefore, any
translated ISAGO document is considered an unofficial reference.
8 Manual Revisions
IATA will publish revisions to this GOSM to ensure the content remains current and meets the
needs of the ISAGO Program.
A revision to the GOSM (except temporary revisions) will always result in a new version of the
manual. The version is specified by edition number and revision number (e.g. Second Edition,
Revision 0) and date, and is depicted on the cover page of the manual and at the bottom of each
individual page.
The issue date and effective date are indicated in the record of revisions section of the GOSM.
Temporary revisions may be issued in order to meet urgent needs. A temporary revision will not
be included in the body of the GOSM, and will be accompanied by specific instructions as to
applicability.
9 Conflicting Information
Manuals within the ISAGO documentation system are not revised concurrently, thus creating the
possibility of conflicting information in different manuals.
In the case of conflicting information in different ISAGO manuals, the information contained in the
manual with the most recent revision date can be assumed to be valid.
10 Definitions
Refer to the IATA Technical Reference Manual for Audit Programs (ITRM) for the definitions of
technical terms and the meaning of abbreviations and acronyms.
Definitions associated with terms specific to the ISAGO Program are located in the GOPM.
11 ISAGO Documents and Forms
ISAGO documents and forms are referenced in this manual and are available on the ISAGO
website at the following internet address: http://www.iata.org/isago.
12 Authority
The ISAGO Program operates under the authority of the IATA Operations Committee (OPC) with
reference to the Board of Governors of IATA.

GOSM Ed 2 Rev 0, February 2010 I
ISAGO STANDARDS AND RECOMMENDED PRACTICES
SECTION 1 → ORGANIZATION AND MANAGEMENT (ORM-H, ORM-HS, ORM-S)
SECTION 2 → LOAD CONTROL (LOD)
SECTION 3 → PASSENGER HANDLING (PAX)
SECTION 4 → BAGGAGE HANDLING (BAG)
SECTION 5 → AIRCRAFT HANDLING AND LOADING (HDL)
SECTION 6 → AIRCRAFT GROUND MOVEMENT (AGM)
SECTION 7 → CARGO AND MAIL HANDLING (CGM)

II GOSM Ed 2 Rev 0, February 2010

GOSM Ed 2 Rev 0, January 2010 ORM-H 1
SECTION 1 – ORGANIZATION AND MANAGEMENT (ORM-H)
Applicability
Section 1 addresses the organization and management of a ground services provider (hereinafter the
“Provider”), and provides specifications for the systems, policies, programs, procedures and manuals
necessary to ensure control of ground operations at all stations.
This section (ORM-H) is utilized when only a headquarters is audited.
The Auditor will determine individual provisions not applicable to a specific Provider.
General Guidance
Definitions of technical terms used in this section, as well as the meaning of abbreviations and acronyms,
are found in the IATA Technical Reference Manual for Audit Programs (ITRM).
1 Management and Control
1.1 Organization and Accountability
ORM-H 1.1.1 The Provider shall have a management system that ensures:
i) Policies, systems, programs, processes, procedures and/or plans of the Provider are
administered and/or implemented throughout the organization;
ii) Ground operations at all locations are supervised and controlled;
iii) All operations are conducted in accordance with applicable regulations and requirements
of the customer airline(s). (GM)
Guidance
Refer to theATA Technical Reference Manual for Audit Programs (ITRM) for the definition of
Provider.
A management system is documented in controlled company media at both the corporate and
operational levels. Manuals or controlled electronic media are acceptable means of documenting
the management system.
Documentation provides a comprehensive description of the scope, structure and functionality of
the management system, and depicts lines of accountability throughout the organization, as well
as authorities, duties, responsibilities and the interrelation of functions and activities within the
system.
Acceptable means of documentation include, but are not limited to, organization charts
(organigrams), job descriptions and other descriptive written material that defines and clearly
delineates the management system.
Documentation also reflects a functional continuity within the management system, which
ensures the entire organization works as a system and not as a group of independent or
fragmented units (i.e., silo effect).
An effective management system is fully implemented and functional with a clear consistency and
unity of purpose between corporate management and management in the operational areas.
The management system ensures compliance with internal standards and the applicable
regulations of all states where operations are conducted.
ORM-H 1.1.2 The Provider shall ensure the management system:

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