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Service Level Agreement Ground Handling

The combination of a properly written SGHA and SLA can be the best possible solution for quality services and fruitful cooperation. Without oversimpling the process, we can say that SGHA indicates “what is needed” and the SLA, “how” the requirements are met. The Service Level Agreement (SLA) was introduced about 12 years ago as a model for supporting airlines and ground service providers as part of the IATA Airport Management Manual. Some believe that an SLA introduces an excessive sense of control and performance monitoring, so SSAs are not always perceived positively. Nervousness can be a natural reaction if you work under constant supervision and are measured in depth in performing tasks against clearly defined goals. The introduction of key performance indicators (KPIs) that are part of contractual obligations – the characteristic that defines an SLA – can lead to a mini-crisis in business relationships between two parties, especially when they are linked to bonus/malus systems. Although the usefulness of ASAs is recognized, there is general skepticism about the introduction, negotiation and acceptance of these SLAs. There are legitimate questions that need to be asked when a party attempts to implement an SLA. If these issues are not perceived negatively, but are resolved with the aim of improving cooperation and finding a fair solution for both sides, it can help the situation. The ACI “Best Practice Guidelines – Airport Service Levels Agreement Framework” contains a number of recommendations for the development of a contractual service level agreement framework between airport owners, operators, regulators and/or third parties. This framework has been integrated and referenced in the new IATA Airport Development Reference Manual (ADRM – 10th edition), created in collaboration with ACI.

Imagine that a service provider who has been providing excellent services to an airline for several years finds that it is time to ask for a well-deserved contract extension. Apart from the simple statement above, how is it possible to provide proof of quality? Data from an SLA performance monitor is the perfect answer. Finally, if we consider the SLA as a “signalling mechanism”, the SGHA and SLA would be one of the main commercial instruments of groundhandling. Dimitrios Sanos, IATA, shows how standard Ground Handling Agreements and Service Level Agreements can complement excellent ground service commissions. AERTEC Solutions can help your airport define and monitor SLA standards for all different services Where appropriate, a service level agreement should be formalized between interested parties to ensure that the expected level of service is achieved throughout the trip, while ensuring that appropriate development triggers are provided to meet growing demand or systemic changes. that occurred on: the overall performance of the airport system, fair value.

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