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TRAINING MANUAL
ISSUE 01 REVISION 00
APPROVAL
FOR
ELITE JETS SDN. BHD.

PREPARED BY:

..................................................
(KHAIROL NIZAM BIN ASRI)
OPERATIONS MANAGER,
ELITE JETS SDN. BHD.

APPROVED BY:

(RAUSI BIN SUAIDI)

GENERAL MANAGER,
ELITE JETS SDN. BHD.

APPROVED BY:

.............................................
DEPARTMENT OF CIVIL AVIATION MALAYSIA

Elite Jets Sdn. Bhd.

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Training Manual
Record of Amendments

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1.1

RECORD FOR AMENDMENTS

Issu
e

Rev.
No.

Rev. Date

Reason for Revision

Insertion Date

Inserted by

01

00

01 March
2016

Initial Issue

01 March 2016

Khairol Nizam
bin Asri

Elite Jets Sdn. Bhd.

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Training Manual
Distribution List

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0.2 DISTRIBUTION LIST

HOLDER

LOCATION

COPY NO.

ELITE JETS SDN BHD

SZB

001

DEPARTMENT OF CIVIL AVIATION

KUL

002

Elite Jets Sdn. Bhd.

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0.3 LIST OF EFFECTIVE PAGES

No

List of Effective Pages

Page

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Rev.

Date

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FRONT MATTER
Front Page
Approval Page

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0.1

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0.2

Distribution List

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0.3

List of Effective Pages

78

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0.4

Table of Contents

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CHAPTER 1: INTRODUCTION
1.1

Objective

13

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1.2

Training Venue & Trainer

13

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On the Job Training (OJT)

13

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External Training

13

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1.3

Definitions

14

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1.4

Training Method

14

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1.5

Records

14

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1.6

Qualifications

15

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1.7

Attendance

15

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1.8

Certificates

15

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1.9

Training Syllabus Review

15

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1.10

Development and Standardization

16

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1.11

Training Specification

16-24

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1.2.
1
1.2.
2

Elite Jets Sdn. Bhd.

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CHAPTER 1: INTRODUCTION (Contd)

1.11.1

Functional Groups

1.11.2
1.11.3
1.11.4
1.11.5
1.11.6
1.11.7
1.11.8
1.11.9
1.11.10

16

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Airside Safety Training Subject Areas

17 18

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Airside Driver Training Specifications

19

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19 20

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20

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21

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21 22

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22

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22 23

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24

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Load Control (LOD) Functional Training

Specifications
Load Control (LOD) Dangerous Goods
Training Specifications
Passenger Handling (PAX) Functional
Training Specifications
Baggage Handling (BAG) Functional
Training Specifications
Aircraft Handling and Loading (HDL)
Functional Training Specifications
Turnaround Coordinator (TRC) Training
Specifications
Aircraft Ground Movement (AGM)
Functional Training Specifications

CHAPTER 2: GUEST SERVICES TRAINING

2.1

List of Guest Services Training

26

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2.2

Guest Services Initial Course List

27

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2.3

Guest Services Initial Course Outline

28

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2.4

Guest Services Recurrent Course List

29

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2.5

Guest Services Recurrent Course

Outline

29

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Elite Jets Sdn. Bhd.

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CHAPTER 3: TOWING & MARSHALLING

3.1

Ramp Initial Course List

31

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3.2

Dangerous Goods Training Requirement

32

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3.3

Ramp Initial Course Outline

33

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3.4

Ramp Recurrent Course List

34

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3.5

Ramp Recurrent Course Outline

34

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CHAPTER 4: INSTRUCTOR QUALIFYING PROGRAM (IQP)

4.1

Instructor Qualifying Program (IQP)

36 37

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4.1.1

Objectives of IQP

36

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4.1.2

Applicability of IQP

36

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4.1.3

Pre-Requisite and Frequency

36

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4.1.4

Assessment Team Members

36

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4.1.5

IQP Procedures and Process

37

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37 38

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4.2

Renewal Qualifying Program (RQP)

4.2.1

Objectives of RQP

37

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4.2.2

Applicability and Types of RQP

37

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4.2.3

Pre-Requisite and Frequency

38

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4.2.4

Assessment Team Members

38

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4.2.5

RQP Procedures and Process

38

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Elite Jets Sdn. Bhd.

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1.0 INTRODUCTION..............................................................................13
1.1

Objective................................................................................................................ 13

1.2

Training Venue & Trainer........................................................................................13

1.3

Definitions.............................................................................................................. 14

1.4

Training Method.....................................................................................................14

1.5

Records.................................................................................................................. 14

1.6

Qualifications......................................................................................................... 15

1.7

Attendance............................................................................................................. 15

1.8

Certificates............................................................................................................. 15

1.9

Training Syllabus Review.......................................................................................15

1.10

Development and Standardization.........................................................................16

1.11

Training Specifications...........................................................................................16

2.0 GUEST SERVICES TRAINING.......................................................26

2.1

List of Guest Services Training...............................................................................26

2.2

Guest Services Initial Course List...........................................................................27

2.3

Guest Services Initial Course Outline.....................................................................28

2.4

Guest Services Recurrent Course List...................................................................29

2.5

Guest Services Recurrent Course Outline..............................................................29

3.0 TOWING & MARSHALLING...........................................................31

3.1

Ramp Initial Course List.........................................................................................31

3.2

Dangerous Goods Training Requirement...............................................................32

3.3

Ramp Initial Course Outline...................................................................................33

3.4

Ramp Recurrent Course List..................................................................................34

3.5

Ramp Recurrent Course Outline............................................................................34

4.0 INSTRUCTOR QUALIFYING PROGRAM (IQP).............................36

4.1

Instructor Qualifying Program (IQP).......................................................................36

4.2

Renewal Qualifying Program (RQP).......................................................................37

Elite Jets Sdn. Bhd.

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Chapter 1
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1.0 INTRODUCTION
1.1

Objective
The objective of training is to ensure that trainees are provided that with the requisition
skill knowledge and attitude to complete the task being trained in a safe and efficiency
manner.
Trainees will have to attend all the sessions in each subject and demonstrate that they
have attained a satisfactory standard of theoretical knowledge and practical skill by
passing the examinations with the required percentage pass mark for the courses.
The training provides a good foundation for a staff to be conversant with the
regulations and operational procedures for efficient and effective performance on line.
The training delivery combines various methods from classroom lectures, CBT, group
discussions, presentations and practical drills. The inter-active CBT training is available
for certain subjects providing a self-paced learning environment.

1.2

Training Venue & Trainer

1.2.1

On the Job Training (OJT)

The staffs will undergo OJT program at actual workplace as continuation from
the training conducted by AACE. Mobile Training Team (MTT) will perform the
OJT and assessments to confirm staff meet operational requirements.
Individuals will be issued a Certificate of Competency (COC) upon passing the
OJT program.

1.2.2

External Training:
External Training will also be provided as necessary for staff development such
as the following:

IATA Station & Ground Handling Management

IATA Dangerous Goods Regulations (DGR)
IATA Human Factors for Ground Operation
IATA Aircraft Weight and Balance
IATA Air Cargo Management
IATA Baggage Handling System
IATA Train the Trainer (Advance)
IATA Safety Audit for Ground Operation (ISAGO)

Training can be conducted at IATA Training centre or onsite at AACE by IATA

Trainer.

Elite Jets Sdn. Bhd.

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Definitions

Training

Instruction is a new role, task or skill whenever changes to aircraft

type, new system and processes and procedures occur.

Re-Training

Repeat of Training to verify understanding.

Re-Familiarization

Revision of training modules relevant to a persons function.

Re-Current
Assessment

1.4

1.5

Revision of regulatory and safety training modules relevant to a

persons function
A structured system to ensure the on-going competence of the
individual in relation to key items of their job function

Training Method
1.4.1

Theoretical and practical skills training shall be conducted by personnel who have
demonstrated the skills to deliver the training effectively, and who have
competence (knowledge, skill and experience) in the subjects to be instructed.

1.4.2

Assessments shall be conducted by persons who have appropriate knowledge,

skill and experience in the functions being assessed.

1.4.3

Training shall be a combination of theoretical (suitable and sufficient information

and instruction relating to the topic being trained) and practical skill training to
verify the trainees understanding of, and ability to complete, the task being
trained.

1.4.4

Changes to processes or equipment shall be communicated to relevant

personnel and appropriate additional information and training shall be delivered.

Records
1.5.1

All training, assessments and competencies shall be documented in a timely and

consistent manner.

1.5.2 The record shall identify the date when the particular subject matter has been
delivered to the leaner.
1.5.3

The trainer will sign or initial that they have delivered the training.

1.5.4

The learner will, as acknowledgement and understanding of the training, sign or

initial the appropriate subject matter on the training record form.

1.5.5

Training content and records shall be made available for review by an authorized
representative and/or regulatory authority.

1.5.6 Where electronic or computer based training record systems are maintained, the
content shall include, as a minimum, the trainees mane, test mark achieved, date
of training and course reference.

Elite Jets Sdn. Bhd.

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1.6

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Qualifications
1.6.1

Knowledge verification will be required through, where applicable, a written test

of the topic trained which shall have a minimum pass marks of 80% and there
shall be review process for addressing all question failures even if the pass
mark has been achieved. Practical competency verification shall be achieved
through trainer evaluation.

1.6.2

Upon successful completion of the above, personnel can be considered as

qualified to fulfil their assigned duties.

1.6.3

To maintain on going competence, each individuals performance shall be

assessed at intervals that will be not less than once every two years.

1.6.4

This may be achieved by

a) Re-familiarization training or;
b) Observation(s) of the persons performance or;
c) Written test(s)

1.7

1.8

1.9

Attendance
1.7.1

All trainees undergoing training have to sign the Attendance Register. Trainees
are expected to check the spelling of their names when signing their
Attendance Register to avoid spelling errors on their certificates.

1.7.2

The Instructor has to indicate the time a trainee arrived late for classes in the
Attendance Register. It is the responsibility of the Instructor to ensure that
trainees who are late to produce a Letter of Explanation.

1.7.3

Punctuality is regarded as discipline and part of the training process required.

Habitual latecomers shall be reported to the relevant department of the
respective airline.

1.7.4

The retention period for completed attendance register is 5 years.

Certificates
1.8.1

Certificates shall be issued to all trainees upon completion of courses at AACE.

1.8.2

Trainee names shall be indicated on the certificates using the attendance

register that has been signed by the trainees.

Training Syllabus Review

1.9.1

Syllabus content shall be prepared with collaboration and inputs from

operational team.

1.9.2

Training Syllabus shall be reviewed once every 2 years to confirm relevancy

and changes will be adopted where necessary.

1.9.3

Records of the syllabus review must be maintained even there are no changes
in the syllabus.

Elite Jets Sdn. Bhd.

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1.10 Development and Standardization

1.10.1 Training material should correspond to the current operational practice.
1.10.2 Regulatory Document (such as ICAO SARPS and Annexes, DCA Malaysia /
Country DCA relevant Publication, IATA DGR) and the Ground Operation
Manual shall be the primary reference for Standardization
1.10.3 Guidance and recommended practices from IATA Publication (AHM, IGOM,
IOSA and ISAGO, etc.) shall be referred to ensure the necessary Standards are
observed for implementation.
1.11 Training Specifications
Airside safety training shall address, according to assigned operational function(s).
1.11.1 Functional Groups
For the purpose of determining the applicability of airside safety training subject
areas, ground handling personnel are grouped according to operational
function as follows:
Function 1:

Personnel whose duties require access to airside areas.

Function 2:

Personnel whose duties require operation of basic GSE

(e.g., tractors, belt loaders).

Function 3:

Personnel whose duties require:

1) Operation of specialized equipment (e.g., aircraft
movement units, container/pallet loaders, de-icing vehicles,
catering vehicles),
2) Exercise of control during aircraft movement operations, or
3) Performance of lead responsibility over other personnel.

Function 4:

Personnel in first level management, to include supervisors

having responsibility for:
1) Directing staff and/or equipment resources, or
2) Controlling an operational activity.

Function 5:

Personnel in station management having responsibility for

resource issues, health and safety, incident management and
budgetary control.

Note:

Functional definitions may be varied as determined by local

requirements or considerations.

Elite Jets Sdn. Bhd.

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Airside Safety Training Subject Areas

1.11.2.1 Safety Philosophy
a) Company safety policy and program
b) Employer/employee responsibilities

All Functions
All Functions

1.11.2.2 Safety Regulations

a)
b)
c)
d)

International aviation regulations

State aviation regulations
Airport airside regulations
Safe working and operating practices

All Functions
All Functions
All Functions
All Functions

1.11.2.3 Hazards
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)

Vehicle movements
Pedestrian movements
Aircraft movements
Jet engines
Aircraft antennae and other protrusions
GSE
Aircraft fuelling and fuel spills
Adverse and seasonal weather conditions
Night operations working at height
Slips, trips and falls
Noise
Manual handling

All Functions
All Functions
All Functions
All Functions
All Functions
Functions 2-5
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions

Note: Subject areas a) through l) are applicable to personnel as

appropriate to specific function and types of operations
conducted.
1.11.2.4 Human Factors
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)

Elite Jets Sdn. Bhd.

Motivation and attitude

Human behaviour
Communication skills
Stress
Ergonomics
Effects of drugs and alcohol
Fatigue
Time pressure
Peer management pressure
Situational awareness
Teamwork

All Functions
Functions 4, 5
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions

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1.11.2.5 Airside Markings and Signage

01MAR16
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All Functions

1.11.2.6 Emergency Situations

a)
b)
c)
d)
e)
f)
g)
h)
i)
j)

Reporting
Injuries
Security threats
Spillage
Alarms and emergency stops
Fuel shut-offs
Ground-to-flight deck emergency hand signals
Fire
Severe weather
Aircraft stand emergency procedures

All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions
All Functions

Note:
Subject areas a) through j) are applicable to personnel
as appropriate to specific function and types of operations
conducted.
1.11.2.7 FOD prevention

All Functions

1.11.2.8 Personal protection

a)
b)
c)
d)

Personal protective equipment

Occupational health and safety
Musculoskeletal injury prevention
Weather exposure
Note:

All Functions
All Functions
All Functions
All Functions

Subject areas a) through d) are applicable to personnel

as appropriate to specific function and types of
operations conducted.

1.11.2.9 Accidents, Incidents, Near Misses

a)
b)
c)
d)

Personnel injuries
Damage to aircraft, GSE, facilities
Reporting
Risk assessment

Note:

Elite Jets Sdn. Bhd.

All Functions
All Functions
All Functions
All Functions

Subject areas a) through d) are applicable to personnel

as appropriate to specific function and types of
operations conducted.

Page 17

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1.11.3

1.11.4

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Airside Driver Training Specifications

Airside driver training for ground handling personnel shall address, as a
minimum:
1.11.3.1

General
a) Role and responsibilities of vehicle Operators
b) Vehicle equipment standards
c) Hazards of airside driving
d) Reduced visibility procedures
e) Accident and incident reporting procedures

1.11.3.2

Ramps (aprons), stands and airside roads

a) Familiarization with ramp layout, operational stands, vehicle
corridors, airside roads, aircraft taxi lanes
b) Airport rules, regulations and/or procedures pertaining to
airside vehicle operations
c) Procedures for crossing aircraft movement areas
d) Pedestrian crosswalk rules

1.11.3.3

Manoeuvring area
a) Identification of obstacle free areas, limited access areas
b) Airport regulations and requirements
c) Air Traffic Control
d) Airport layout
e) Manoeuvring area driving
f) Radio communication requirements and procedures
g) Aircraft familiarization

Load Control (LOD) Functional Training Specifications

Training for personnel with duties and/or responsibilities in operational load
control functions shall address the following operational subject areas, as
applicable to assigned function(s):
1.11.4.1

General weight and balance proficiency and awareness:

a) Terminology, definitions of terms, operational codes,
abbreviations;
b) Aircraft balance principles, consequences of improper aircraft
loading.

1.11.4.2
a)
b)
c)
d)

Aircraft structural load limitations:

Linear (running load) limitation, area limitation (spreader floors);
Limitation per compartment/section/ULD position;
Monocoque (combined) limitation, cumulative limitation;
Missing restraints limitation.

Elite Jets Sdn. Bhd.

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1.11.4.3 Unit load devices (ULD):

a)
b)
c)
e)

IATA identification codes;

Gross weight limitations, hold restraint requirements;
Container/pallets build-up and tie-down limitations/rules;
Tagging

1.11.4.4 Bulk hold loading:

a) Load spreading rules;
b) Load restraint rules: nets, tie-down and volume restraint.
1.11.4.5 Load Sheet:
a) Computation, issuance, checking
modes);
b) Last minute change procedures.

(electronic

and

manual

1.11.4.6 Balance tables/charts:

a) Computation, issuance, checking (all conventional methods).
1.11.4.7 Loading Instruction/Report (LIR):
a) Designation and numbering of aircraft holds;
b) Issuance and checking (electronic and manual modes).
1.11.4.8 Loading messages:
a) Reading and sending standard loading messages.
1.11.5 Load Control (LOD) Dangerous Goods Training Specifications
Training for personnel with duties and/or responsibilities in operational load
control functions shall address dangerous goods subjects, to include, as a
minimum:
a)
b)
c)
d)
e)
f)
g)
h)
i)

General philosophy
Limitations (loading restrictions, compatibility rules)
List of dangerous goods
Labelling and marking (ULDs and parcels)
Recognition of undeclared dangerous goods
Storage and loading procedures
Pilot-in-command notification (NOTOC)
Provisions for passengers and crew
Emergency procedures

Elite Jets Sdn. Bhd.

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Passenger Handling (PAX) Functional Training Specifications

Training for personnel with duties and/or responsibilities in operational
passenger handling functions shall address the following subject areas, as
applicable operational function(s):
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)

1.11.7

Passenger check-in policies and procedures

Baggage check-in policies and procedures
Manual check-in procedures
Cabin seating considerations, to include exit row, special passengers
Passenger boarding policies and procedures
Cabin access door operation, if applicable
Boarding bridge operation, if applicable
Dangerous goods regulations, considerations and procedures
Security regulations, considerations and procedures
Load control consequences, coordination and procedures
Handling and boarding of weapons and authorized persons carrying
weapons
Passengers requiring special handling
Communication procedures (customer airlines, load control, authorities,
others)
Data protection and security
Document protection and security
Abnormal and emergency procedures (fire, dangerous goods, security,
other)
Health and safety
Emergency response procedures

Baggage Handling (BAG) Functional Training Specifications

Training for personnel with duties and/or responsibilities in operational
baggage handling functions shall address the following subject areas, as
applicable operational function(s):
a) Baggage handling procedures (identification, sorting, loading in ULDs)
b) Manual baggage handling procedures
c) ULDs (designation codes, inspecting, loading, tagging, removal from
service)
d) Dangerous goods (regulations, considerations, procedures)
e) Security (regulations, considerations, procedures)
f) Load control (consequences, coordination, procedures)
g) Communication procedures (customer airlines, load control, authorities,
others)
h) Data protection and security
i) Document protection and security
j) Abnormal and emergency procedures (fire, dangerous goods, security,
other)
k) Health and Safety
l) Emergency response procedures

1.11.8 Aircraft Handling and Loading (HDL) Functional Training Specifications

Elite Jets Sdn. Bhd.

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Training for personnel with aircraft handling duties and/or responsibilities shall
address the following subject areas, as appropriate to assigned operational
function(s):
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)

Irregularity/incident/accident reporting procedures

Manual handling of load
Safety during aircraft fuelling
Principles of aircraft loading
Handling of loads that require special attention
Loading incompatibilities
Handling of ULDs
Operation of aircraft loading systems/securing of ULDs
Identification/consequences of malfunctions of in-plane loading systems
Consequences of load damage and spillage
Positioning and operation of loading and servicing equipment
Load notification to pilot-in-command
Passenger embarkation/disembarkation procedures
Standards of aircraft cleaning, lavatory and potable water servicing
Aircraft movement operations

1.11.9 Turnaround Coordinator (TRC) Training Specifications

Training for personnel assigned to supervise aircraft loading operations for The
Provider should address the following subject areas:
1.11.9.1 General weight and balance proficiency and awareness:
a) Terminology, operational codes, abbreviations;
b) Aircraft balance principles, consequences of improper aircraft
loading.
1.11.9.2 Aircraft structural load limitations:
a) Basic knowledge of containerized holds resistance (relationship
between missing or damaged restraints and ULD gross weight
limitations);
b) Area limitation (spreader floors);
c) Limitation per compartment/section/ULD position;
d) Monocoque (combined) limitation;
e) Cumulative limitation;
f) Missing restraints limitation.
1.11.9.3 Unit load devices (ULDs):
a) Tie-down limitations and rules;
b) Rejection criteria for damaged ULD and tie-down accessories;
c) Tagging.
1.11.9.4 Bulk hold loading:
a) Physical loading rules concerning baggage, cargo and mail;
b) Tie-down and spreader floor procedures;
c) Utilization of nets.
Elite Jets Sdn. Bhd.

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Training Manual
Chapter 1
Introduction

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
01
22

1.11.9.5 Loading Instructions/Report (LIR):

a) Designation and numbering of aircraft holds;
b) Utilization of the LIR document.
1.11.9.6 Loading messages:
a) Reading standard loading messages for off-loading of holds.
1.11.9.7 Dangerous goods:
a)
b)
c)
d)
e)
f)

Cargo IMP codes;

ULD and parcels labelling and marking;
Loading compatibilities;
On board accessibility;
Rejection criteria;
Emergency procedures.

1.11.9.8 Other special loads (e.g., perishables, EAT AVI WET OBX, LHO):
a) Cargo IMP codes;
b) Marking and labelling;
c) Loading compatibilities.
1.11.9.9 Positioning and operations of loading equipment:
a) Areas of aircraft susceptible to damage by ground support
equipment;
b) Recording and reporting of damage to aircraft caused by ground
support equipment.
1.11.9.10 Operation of aircraft loading systems:
a)
b)
c)
d)

Elite Jets Sdn. Bhd.

Opening and closing of aircraft hold doors;

In-plane loading systems;
ULD automated and hand-operated restraints;
Operator's hold configurations and layouts.

Page 22

Training Manual
Chapter 1
Introduction

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
01
23

1.11.10 Aircraft Ground Movement (AGM) Functional Training Specifications

Training for personnel with assigned duties and/or responsibilities in aircraft
ground movement operations shall address the following subject areas, as
applicable to assigned operational function(s):
1.11.10.1 Aircraft ground movement operations:
a)
b)
c)
d)
e)

Scope of operations;
Principles, responsibilities;
Practices, procedures;
Hazards, risk assessment;
Safety precautions.

1.11.10.2 Operation of equipment:

a) Nose gear Pushback tractor(s);
b) Tow bars.
1.11.10.3 Equipment-aircraft connect and disconnect procedures.
1.11.10.4 Aircraft ground movement standard verbal communications
(ground-flight deck):
a) Nose gear controlled pushback and towing operations;
b) Power back operations, if applicable.
1.11.10.5 Aircraft ground movement standard hand signals (ground-flight
deck, ground-ground):
a) Nose gear controlled pushback, towing operations;
b) Power back operations, if applicable;
c) Power-in and power-out operations, as applicable.
1.11.10.6 Aircraft marshalling:
a)
b)
c)
d)

Scope of operations, principles, responsibilities;

Practices, procedures;
Standard hand signals;
Use of aircraft parking guidance system(s).

1.11.10.7 Aircraft ground movement assistance:

a) Scope of activities, principles, responsibilities;
b) Practices, procedures;
c) Standard hand signals.

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Issue Date
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Page
25

Training Manual
Chapter 2
Guest Services Training

01MAR16
Rev. 00
02

2.0 GUEST SERVICES TRAINING

2.1

List of Guest Services Training

Position
No

Subject

Re-Familiarization
/ Recurrent
DM

DE

Ticket
Sale

CBTO

GSA

Upon joining

1 year

GS Initial Training

Product Knowledge, SOP &

System training

Communication/ Opening of
A/C door from out side

Dangerous Good
Awareness Course

2 years

First Aid Awareness

2 years

Bomb Threat & ERP

2 years

Safety Awareness/ Human

Factor Awareness

2 years

Elite Jets Sdn. Bhd.

Page 25

Training Manual
Chapter 2
Guest Services Training
2.2
No

Issue Date
Issue 01
Chapter
Page
26

01MAR16
Rev. 00
02

Guest Services Initial Course List

Mandatory Cause

Duration

Method

Attendance
Requirement

First Aid

Half day

Briefing

All

Customer Experience

Half day

Briefing

All

Product Knowledge

3 Hours

Briefing and Exam

All

Term & Condition of Carriage

3 Hours

Briefing and Exam

All

Standard Operating Procedures

Half day

Briefing and Exam

All

Skyspeed

1 day

Briefing and Exam

All

Dangerous Good Awareness

Half day

Briefing and Exam

All

Safety Awareness / Fire Drill

Half day

Briefing and Exam

All

Human Factor Awareness

Half day

Briefing

All

10

Safety Management System

Half day

Briefing

All

11

Bomb Threat Awareness

Half day

Briefing

All

12

Emergency Response Plan

Half day

Briefing

All

Elite Jets Sdn. Bhd.

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Training Manual
Chapter 2
Guest Services Training
2.3

10

11

12

2.4

01MAR16
Rev. 00
02

Guest Services Initial Course Outline

DAY

Issue Date
Issue 01
Chapter
Page
27

TIME

SUBJECT

REMARKS

0900 1300

Skyspeed with Exam

1300 1400

Lunch

1400 1800

Skyspeed with Exam

0900 0915

Grooming Check

0915 1300

Dangerous Goods and Awareness with Exam

1300 1400

Lunch

1400 1800

Safety Awareness/ Fire Drill (1500 1600) with

Exam

0900 1300

Human Factor Awareness

1300 1400

Lunch

1400 1800

Safety Management System

Safety
Department

0900 0915

Grooming Check

AACE Instructor

0915 1100

Bomb Threat Awareness

AACE Instructor

1100 1300

Security and Terrorist Awareness

Security
Department

1300 1400

Lunch

1400 1800

Emergency Response Plan

AACE Instructor

0900 1300

Disability Equality Training (DET)

BEAT

1300 1400

Lunch

1400 1800

Disability Equality Training (DET)

BEAT

0900 1300

Customer Service

AACE Instructor

1300 1400

Lunch

1400 1800

Announcement

AACE Instructor

0900 0915

Grooming Check

AACE Instructor

0915 1300

Service Conversation

1300 1400

Lunch

1400 1730

Service Conversation (Role Play)

1730 1800

25 minute turnaround

AACE Instructor

AACE Instructor

AACE Instructor

AACE Instructor

Guest Services Recurrent Course List

Elite Jets Sdn. Bhd.

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Training Manual
Chapter 2
Guest Services Training

2.5

Issue Date
Issue 01
Chapter
Page
28

01MAR16
Rev. 00
02

No
.

Mandatory Course

Duratio
n

Metho
d

Attendance
Requirement

Safety Awareness Program

2 Days

Briefing

Every 2 years

Human Factor

Half day

Briefing

Every 2 years

Safety Management
System

Half day

Briefing

Every 2 years

Guest Services Recurrent Course Outline

DAY

TIME

SUBJECT

REMARKS

0900 1300

Dangerous Goods Awareness (CBT)

AACE Instructor

1300 1400

Lunch

1400 1800

First Aid

AACE Instructor

0900 1300

Bomb Treat Awareness/

Security Awareness

AACE Instructor

1300 1400

Lunch

1500 1800

Emergency Response Plan

AACE Instructor

0900 1100

Human Factor Awareness

AACE Instructor

1100 1130

Safety Management System

AACE Instructor

Elite Jets Sdn. Bhd.

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Page 29

Ramp Operations Manual

Chapter 3
Ramp Training

Issue Date
Issue 01
Chapter
Page
30

01MAR16
Rev. 00
03

3.0 TOWING & MARSHALLING

3.1

Ramp Initial Course List

No
.

Mandatory Course

Duration

Method

Attendance
Requirement

Aviation World

Half day

Briefing

All

Human Factor for Ground Operation

Half day

Briefing

All

First Aid

Half day

Briefing

All

Safety Management System

Half day

Briefing

All

Dangerous Good Awareness

1 Day

Fire Drill

2 Hours

Security Awareness Programme

2 Hours

Disability Equality Training

Half day

Emergency Response Plan

Half day

Briefing

All

10

Bomb Threat Awareness

Half day

Briefing

All

3 Days

Briefing
and
Exam

All

Ramp Handling
BAG (Baggage Handling)
HDL (Aircraft Handling)
AGM (Aircraft Ground Movement)
11 LOD (Load Control)
TRC (Turnaround Coordination &
Loading Supervision)
RRM (Ramp Resource
Management)

Briefing
and
Exam
Briefing
and
Exam
Briefing
and
Exam
Briefing
and
Exam

All

All

All

All

12

Apron &Airside Safety

Half day

Briefing
and
Exam

All

13

Ramp - Airside Visit / Do's &Don'ts

Half day

Briefing

All

Elite Jets Sdn. Bhd.

Page 30

Issue Date
Issue 01
Chapter
Page
31

Ramp Operations Manual

Chapter 3
Ramp Training

3.2

01MAR16
Rev. 00
03

Dangerous Goods Training Requirement

General Philosophy
Limitation
General Requirement for
shipper
Classification
List of dangerous goods
Packing requirement
Labelling and marking
DG transport document
and other relevant
documentation
Acceptance procedures
Recognition of
Undeclared dangerous
goods
Storage and loading
procedures
Pilots notification
Provisions for passenger
and crew
Emergency procedures

Categor
y
1
2
3
4
5
6
7
8
9
10
11

Shippers
&
packers
1
X
X

Freight
Forwarders
3
X
X

4
X
X

5
X
X

Operator and Ground Handling

Agents

Security

Category of Personnel
Aspects of transport of
dangerous goods by air
with which they should
be familiar, as a
minimum

6
X
X

12
X
X

X
X
X
X

X
X
X
X

X
X
X
X

8
X

9
X
X

10
X
X

11
X
X

X
X
X

X
X

7
X
X

X
X

Category of Personnel
Shipper and persons undertaking responsibilities of shipper, including
operator's staff acting as shippers, operator's staff preparing dangerous goods
as Company Materials (COMAT)
Packers
Staff of freight forwarders involved in processing Dangerous goods
Staff of freight forwarders involved in processing cargo (other than DG)
Staff of freight forwarders involved in the handling, storage and loading of
cargo
Operator's & Ground Handling Agent's staff accepting Dangerous goods
Operator's & Ground Handling Agent's staff accepting cargo (other than DG)
Operator's & Ground Handling Agent's staff involved for handling, storage and
loading of cargo and baggage
Passenger handling staff
Flight crew members and load planners
Crew members (other than flight crew member)

Elite Jets Sdn. Bhd.

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Ramp Operations Manual

Chapter 3
Ramp Training

Issue Date
Issue 01
Chapter
Page
32

01MAR16
Rev. 00
03

Security staff who deal with the screening of passenger and their baggage
and cargo
Ramp Initial Course Outline
DAY
TIME
SUBJECT
REMARKS
0900 0930
Welcome Briefing
AACE Instructor
0930 1200
Company Orientation Program
AACE Instructor
1
1200 1300
Briefing by Ramp Department
Ramp
1300 1400
Lunch
1400 - 1800
Image
AACE Instructor
0900 1300
Aviation World
AACE Instructor
2
1300 1400
Lunch
1400 1800
Human Factor for Ground Operation
AACE Instructor
0900 1300
First Aid
AACE Instructor
3
1300 1400
Lunch
1400 1800
Safety Management System
AACE Instructor
0900 1300
Dangerous Good Awareness
AACE Instructor
4
1300 1400
Lunch
1400 1800
Dangerous Good Awareness / Exam
AACE Instructor
0900 1000
Fire Drill - Lecture
AACE Instructor
1000 1100
Fire Drill - Practical
AACE Instructor
5
1100 1300
Security Awareness Programme
AACE Instructor
1300 1400
Lunch
1400 1800
Disability Equality Training
AACE Instructor
0900 1300
Emergency Response Plan
AACE Instructor
6
1300 1400
Lunch
1400 1800
Bomb Threat Awareness
AACE Instructor
0900 1300
Ramp Handling (BAG)
AACE Instructor
7
1300 1400
Lunch
1400 1800
Ramp Handling (HDL)
AACE Instructor
0900 1300
Ramp Handling (AGM)
AACE Instructor
8
1300 1400
Lunch
1400 1800
Ramp Handling (LOD)
AACE Instructor
AACE
0900 1300
Ramp Handling (TRC)
Instructor / MTT
9
1300 1400
Lunch
AACE
1400 1800
Ramp Handling (RRM)
Instructor / MTT
0900 1300
Ramp Apron & Airside Safety
AACE Instructor
1300 1400
Lunch
10
AACE
1400 1800
Ramp - Airside Visit / Do's &Donts
Instructor / MTT

12
3.3

Elite Jets Sdn. Bhd.

Page 32

Ramp Operations Manual

Chapter 3
Ramp Training
3.4

01MAR16
Rev. 00
03

Ramp Recurrent Course List

No
.

3.5

Issue Date
Issue 01
Chapter
Page
33

Mandatory Course

Duration

Method

Safety Awareness Program

2 Days

Briefing

Human Factor for Ground Operation

Half day

Briefing

Safety Management System

Half day

Briefing

Dangerous Good Awareness

4 hours

Briefing

Bomb Threat Awareness

2 hours

Briefing

Emergency Response Plan

4 hours

Briefing

First Aid

4 hours

Briefing

Ramp Handling Dry Run

2 hours

Briefing

Attendance
Requiremen
t
Every 2
years
Every 2
years
Every 2
years
Every 2
years
Every 2
years
Every 2
years
Every 2
years
Every 2
years

Ramp Recurrent Course Outline

DAY

TIME

0900
1300
1300
1400
1400
1800

SUBJECT

REMARKS

Dangerous Good Awareness (CBT)

AACE Instructor

Lunch
First Aid

AACE Instructor

0900 1100

Bomb Threat Awareness

AACE Instructor

1100 1300

Security Awareness

AACE Instructor

1300
1400
1400
1800
0900
1300
1300
1400
1400
1600
1600
1800

Elite Jets Sdn. Bhd.

Lunch
Emergency Response Plan

AACE Instructor

Safety Management System

AACE Instructor

Lunch
Human Factor Awareness

AACE Instructor

Ramp Handling Dry Run

AACE Instructor /
MTT
Page 33

Ramp Operations Manual

Chapter 3
Ramp Training

Elite Jets Sdn. Bhd.

Issue Date
Issue 01
Chapter
Page
34

01MAR16
Rev. 00
03

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Elite Jets Sdn. Bhd.

Page 35

Ramp Operations Manual

Chapter 4
Instructor Qualifying Program
(IQP)

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
04
36

4.0 INSTRUCTOR QUALIFYING PROGRAM (IQP)

4.1

Instructor Qualifying Program (IQP)

4.1.1

Objectives of IQP
a) To meet DCA regulatory and AACE requirements.
b) To enable newly recruited Instructors to acquire the knowledge, skills,
competence and confidence as an Instructor.
c) To establish the training instructors competency and proficiency that is
related to the specific type of training.

4.1.2

Applicability of IQP
a) Newly recruited training instructors at AACE
b) Existing training instructor to be qualified for different type rating.

4.1.3

Pre-Requisite and Frequency

a) This IQP process encompasses an assessment on the training
methodology and delivering of the training subject on the theory and
practical.
b) All training Instructors are to undergo a complete observation on Initial
training on the relevant type of training to acquire adequate instructional
and subject competency.
c) On completion of the observation, the training instructors are required to
conduct the relevant training supervised by a qualified type rating
instructor.
d) After a complete observation and conduct with supervision program, the
training instructor shall undergo the IQP process.
e) A particular training instructor is allowed up to a maximum of two (02) IQP
attempts. Failure to qualify for the IQP will result in necessary action being
taken.

4.1.4

Assessment Team Members

The assessment may be conducted by AACE Training Instructor on the
relevant type of training with five (5) years of instructional experience in
AACE.

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Ramp Operations Manual

Chapter 4
Instructor Qualifying Program
(IQP)
4.1.5

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
04
37

IQP Procedures and Process

a) The Assessor shall fill up the IQP form and provide objective comments
and indicate the reasons for such comments.
b) The IQP form is to be submitted to the Program Manager for data collation
and record keeping on completion of each process.
d) The Assessor shall refrain from active participation when training is being
conducted.
e) The Assessor is expected to take notes of factual errors (if any)
discovered during the training session. The Assessor shall correct the
error at any appropriate time (e.g. during a break) and allow the IQP
Training Instructor to relay the correct information when the class
resumes.
f) Where the Assessor observes any wrongful conduct or gross
misinterpretation of information, the Assessor shall intercept in a tactful
manner to rectify or correct the misinformation.
g) The Assessors comments should be reserved for a debriefing session
with the respective training Instructor after the assessment process is
completed.

4.2

Renewal Qualifying Program (RQP)

4.2.1

Objectives of RQP
a) To meet regulatory and AACE requirements.
b) To ensure that instructors are current and remain competent in their type
rating knowledge and skills in order to provide quality instruction.
c) To ensure instructional delivering techniques and methodology conform to
the approved AACE Training Programs, facilities and courseware.

4.2.2

Applicability and Types of RQP

Applicable to all regulatory training instructors.
Type of training for RQP includes:
a) Initial
b) Recurrent
c) Regulatory Courses

Elite Jets Sdn. Bhd.

Page 37

Ramp Operations Manual

Chapter 4
Instructor Qualifying Program
(IQP)
4.2.3

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
04
38

Pre-Requisite and Frequency

a) The training instructor must have conducted at least two (02) types of
training over the last twelve (12) months to maintain currency on
instructional competency.
b) This training shall include one (01) Initial training program and either one
of the following:
i.
Re-Familiarization
ii.
Differences
iii.
Recurrent
iv.
Regulatory Courses
c) Any training Instructor who does not meet the above requirement shall be
required to observe a complete training program on any ONE of the
following:
i.
Initial
ii.
Recurrent
iii.
Re-Familiarization
iv.
Differences
d) Regulatory Courses
e) An assessment of the Instructor shall be carried out once every 24
months period.

4.2.4

Assessment Team Members

The assessment may be conducted by AACE Training Instructor on the
relevant type of training with five (5) years of instructional experience in the
AACE.

4.2.5

RQP Procedures and Process

a) For the Initial training, the assessment shall be based on 50% or more of
the total number of training topics delivered by the training Instructor.
b) For the assessment of other types of training, e.g. Recurrent, ReFamiliarization, etc., the Assessor shall observe the entire training
program conducted by the training Instructor.
c) The Assessor shall fill up the RQP form and provide objective comments
and justify the reasons for such comments.
d) The Assessor shall refrain from active participation when training is being
conducted by the training Instructor. Comments should be reserved for
the debriefing session after the observation is completed.
e) Training Manager shall take the appropriate action based on the
assessment results. In the event of a Non Compliance Report, the training
Instructor shall be given another opportunity to improve his/her
performance with a different assessor who will carry out another RQP
assessment. This assessment shall be based on the topics identified for
improvement.
f) All RQP forms are to be submitted to the Training Manager for record
keeping and documentation.

Elite Jets Sdn. Bhd.

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Elite Jets Sdn. Bhd.

Page 39