Alliance standards at Aeroflot
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Posted Date: 06/05/2008
Issue: Airline Handling International June 2008
Publication: Airline Handling International
Few established legacy airlines have witnessed so much change in the last 20 years. For Aeroflot, change is intrinsic to its strategy as it seeks to augment market share and modernise its fleet and operations. The airline is 51.17% owned by the Russian Government through an investment vehicle called Rosimushchestvo. The National Reserve Corporation owns 27% and employees and others own 19%. Around 15,000 staff are employed.
The fleet comprises: 11 A319s, 14 A320s with 14 on order, 10 A321s with 4 on order, 11 767s, 28 Tu-154Ms and six IL96-300s with six on order. Also on order are 10 A330s, 22 A350s, 22 787-8/-9s and 30 Sukhoi Superjet 100s with 15 on option. This is an airline that is taking operational modernisation very seriously.
Beyond the new fleet, Aeroflot has embarked on extensive route restructuring. It has shaken off the shackles of its Soviet era image and it has become a world class player in the international air transport arena. Perhaps it is its membership of the SkyTeam Alliance that has shaped the performance of its ground operations most noticeably just recently. Sitting alongside the likes of Air France KLM, Delta Airlines and Korean Air, there has been the opportunity for much sharing of experience and expertise. Over and above SkyTeam membership, joining IATA in 1989 has ensured that the airline adheres strictly to international standards.
Vladimir Smirnov is the Director of Ground Handling at Aeroflot. He is responsible for the ground handling of Aeroflot aircraft and the airline’s partners’ flights. By this he means that his team handles 30 airlines other than Aeroflot at Sheremetyevo International Airport in Moscow. He is also responsible for the commercial handling of Sukhoi aircraft and passengers in Russia and around the world. Smirnov responds to Airline Handling International’s questions.
AHI What are your arrangements for ground handling operations in your home market?
VS Handling our flights and passengers in our home market is the same as handling them everywhere else in the world. Aeroflot standards correspond with the requirements of the SkyTeam Alliance and we strictly control the activities of our ground handling agents.
Unfortunately, at Russian airports, there are no alternative handling service providers. Ground handling for all carriers is performed by the local airport authorities. There are two ground handling providers at Sheremetyevo: Aeroflot (self-handling and a provider for 30 airlines) and Sheremetyevo International Airport.
The general procedure for acquiring ground handling services is to sign an agreement similar to the IATA Standard Ground Handling Agreement (SGHA), and provide the handler with Aeroflot’s standards and Aeroflot’s Ground Handling Manual. Another important document is the De/Anti-Icing Procedures Manual, which is revised every year.
Aeroflot’s station managers are responsible for the daily control of our agent’s activities when they are working with Aeroflot aircraft and passengers. Besides that, there is daily control, according to IATA’s Operational Safety Audit (IOSA) programme requirements, and specially trained and certified auditors perform planned audits.
The subjects of such audits are not only our ground handling providers in Russian airports but in all stations around the world. Aeroflot is the first Russian carrier to have supported IATA’s Safety Audit for Ground Operations (ISAGO) Standards initiative which we consider of great importance.
AHI What is your view of passenger check-in through airport kiosks? Do you see the advantage in this and has Aeroflot adopted this type of technology?
VS For the benefit of passengers, about a year and a half ago we installed self check-in kiosks in Terminal 1 (two kiosks) for domestic flights and in Terminal 2 (four kiosks) for international flights. Aeroflot is in the final stage of the construction of its new Terminal 3, where we plan to put into operation 24 kiosks (16 in the international section and eight in the domestic section).
Online check-in is a very attractive procedure for our customers. We consider it an important element of the facilitation of passenger service. I regret to say it, but in the existing terminals, the practical implementation of online check-in is quite complicated. Aeroflot plans to improve the situation in its new Terminal 3.
AHI Have you made use of dedicated baggage drop-off areas?
VS Unfortunately, it is not possible to locate baggage drop-off counters in the existing Terminals 1 and 2. In Terminal 3, however, we foresee having nine drop-off counters (six in the international section and three in the domestic section).
AHI Do you use baggage tracking and tracing technologies?
VS We use the WorldTracer system for baggage tracing and tracking and it really works.
AHI Where you do not self handle, how do you go about procuring ground handling contracts?
VS In those locations where Aeroflot does not handle its flights, we choose one of the ground handling companies available in the local market. When selecting the provider we give preference to those who are more loyal to Aeroflot standards, whose fleet of GSE is more applicable to the types of the aircraft used by our airline and whose personnel is properly trained and certified. Ground handling fees is another element which is taken into account. SGHA is the basic document for dealing with ground handling providers.
With regard to passenger handling, we insist on strict observation of SkyTeam and Aeroflot standards, as well as of the Federal Aviation Rules, which came into effect recently and are obligatory for all Russian carriers. Special attention is paid to passengers of delayed or cancelled flights (we provide free hotel accommodation, meals, phone calls and internet services, for example).
AHI Where you procure your own GSE, what is your strategy?
VS Traditionally, Aeroflot is oriented towards cooperation with long-term and reliable partners whose brand names are quite famous. We have coordinated with GSE manufacturers programmes for equipment substitution, maintenance, personnel training and certification, and spare parts supply, for example.
IATA’s Operational Safety Audit (IOSA) Programme
This is an internationally recognised and accepted evaluation system designed to assess the operational management and control systems of an airline. IOSA uses internationally recognised quality audit principles, and is designed so that audits are conducted in a standardised and consistent manner. Inherent in the IOSA programme is a degree of quality, integrity and security such that mutually interested airlines and regulators can all comfortably accept IOSA audit reports. As a result, the industry will be in a position to achieve the benefits of cost-efficiency through a significant reduction in audit redundancy.
IATA’s Safety Audit for Ground Operations (ISAGO)
This is meant to improve safety and reduce cost in ground operations. Based on the IATA IOSA framework, ISAGO aims to implement a formal, systematic process to manage operational risk and safety, reducing accidents, incidents and injuries. The ISAGO development team structure is made up of a project coordination group, which provides steering to the task forces that develop the standards for: airside operations, cargo operations, terminal operations, and systems organisation and management. In addition to the four standards task forces, a database task force has been set up to establish a worldwide ground data benchmark.
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