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Quality system in ground services
Çelebi Ground Handling has a quality management system in which all the processes are defined, measurable, and traceable. The Company aims for continuous development. Çelebi Quality Management System has its roots in the identification of the service and administrative processes, measurement and traceability, analyzability and a developable structure. Çelebi Ground Handling Quality Management System was certified with the TÜV Rheinland DIN EN ISO 9001:2000 in 2003, a certification which has a world wide accreditation.
In 2000, Çelebi adopted the AHS 1000, a service quality measurement system commonly preferred in the civil aviation world. In addition, in 2004 Çelebi Ground Handling was qualified for the IATA AHM804 Certificate at six of its major stations. The mentioned certificate has a world wide reputation, and is the proof of the existence and the effectiveness of a system measuring service quality, and reporting. By means of AHS 1000 and AHM 804 systems, service quality performance is measured in accordance with the time and suitability criteria set by the customer airlines, and is reported. The reports are periodically shared with the customers.
AHS 1000 and AHM 804 systems serve for more effectiveness of the cooperation between the airline company and the ground handling company. With these systems, service standards are grasped and practiced more easily by the operational personnel. AHS 1000 and AHM 804 support the increase in operational performance. Functioning with the service agreement and providing a comfort in holding the standards measured by the services under the scope of the agreement for the airline company, AHS 1000 and AHM 804 quality systems help to increase the service quality in middle and long term, and make the ground handling companies' personnel give priority to the services having more importance for the airline company.
Ground Services
Operation services,
Passenger services,
Cargo services,
Ramp services,
Security services,
Operation Services
Çelebi Ground Handling provides all of the operation services of an airline company including: compiling the flight programs, getting the flight and airport parking permits, building communication with the local authorities for the company and informing the relevant units continuously about the plane's services.
The approved flight programs are listed daily and weekly, and distributed to all operational units of the company as well as the operator body of the airport/passenger terminal. The preparations for the flight are completed in contact with the personnel of the operation department, other operational departments and the airline company's representative. Starting from the landing of the plane, all services are handled by the responsible operation staff, as well as the coordination and control of the progress loading plan and fuel supply. The staff also controls the operation department and regularly controls and keeps the inventory of the loading equipment belonging to the airline companies. They report these inventories to the companies at predetermined periods. At the end of this procedure, the load distribution and equilibrity document prepared for a safe flight is submitted to the chief pilot. Relevant messages are sent to all flight-related units and the airports that the plane is going to land.
Moreover, conducting and coordinating the relationships with the local administrators, authorities and other parties, controlling the auditing of the services for the airline company are also within the content of operation services. These services are conducted by the selected and well-trained staff and the results are reported to the airline company.
Passenger Services
Passenger services aim to ensure safety, comfort and relief of the passengers Experienced staff, corporate culture and an efficient communication network is the guaranty of quality services given. The passenger services start by the preparation of the necessary contours for the passenger and luggage reception tasks in accordance with the planned flight traffic. During passenger and luggage reception, the passengers are informed about the relevant formalities and information regarding the flight, and directed to the entry gate. After the services at the contours, the luggages are gathered and taken to the plane. The passengers are allowed to board the plane and they are matched with the luggages. The transfers and the tasks regarding the transit passengers are handled by the staff. The information about the boarding passengers is submitted to operation personnel for the flight. After ensuring that all the passengers pass through the passport check, luggage delivery procedure starts. Our "lost and found" department takes care of the formalities for the missing luggages and gives the services of searching for the missing luggages and handing the found ones back to their owners.
Our passenger service unit serves the VIP, CIP, UM and sick passengers with specialized staff. Besides, necessary messages are sent to the relevant units after each flight.
Cargo Services
The success of the cargo service procedures depends on flawless performance, which requires careful and detailed working. The working principles and high performance of the employees have a big role in the success we have achieved in cargo services.
Recorded informations on the export cargoes are accepted and they are put through the x-ray machines. After a final check of weight and dimensions, cargoes are put in suitable packages -containers or pallets, depending on their technical specifications- for transportation. Precious, soon-to-expire loads and loads that have high risk of damage are handled by specially trained personnel, in conformity with the international rules.
The manifests of the cargoes are prepared before the flight and required legal formalities are completed and the relevant operation personnel is provided with the exact load and weight information.
During the unloading process of the imported cargoes, the conformity with the manifests are checked and counted. The received cargoes are put in the imports warehouse after their legal documents are prepared, and the recipients are informed. After the necessary procedures to hand the cargoes to the recipients are done, final arrival station gets informed on the cargo transfer.
Ramp Services
These are a group of services requiring efficient hardware and experience. The ramp services provided by well-trained specialists and technicians are an important component in Çelebi Ground Handling's success.
The ramp services comprise the technical operations and services during landing, take-off and loading of the plane. For these, the appropriate ground equipment is prepared at the parking lot for the plane that's about to land. The park place for the plane is cleaned. While plane approaches to the parking area, calls with signs, stopping and parking assistance are given in case if the terminal bellows systems do not function or open-area parking occurs. External power supply and cooling systems are attached to the plane if necessary. Stairs, conveyors, clean water and sewage cars, as well as the terminal buses are safely brought to the parked plane, under the supervision of the ramp personnel. Then, loading and unloading is started, according to the loading plan given by the operation staff. After the passengers leave the plane, the cleaning crew is let in and the cleaning procedure starts.
During winter months, the snow and ice on the planes are cleaned if necessary. Moreover, pressurized air systems are connected to the engine starting mechanisms of the planes. Once the pilot receives permission for engine start and departure, the plane is moved with the push car after the communication between the station and the pilot cabin is completed.
Security Services
The security services are provided by the Çelebi Security Systems and Consultancy Company operating under Çelebi Holding. Being established in 1997 on strong background and wide service experience of Çelebi Ground Handling, Çelebi Security Systems and Consultancy provides services with strict discipline and a unique attention.
Çelebi Security Systems and Consultancy aims to provide high quality service to the civil aviation sector. Setting its primary goal on customer satisfaction, one of its most important standards and resources are the high quality labor force. The management merges the resources from the ground services with the regulations of Ministry of Transport and US Federal Aviation Administration (FAA), together with the rule of quality service, and forms the Çelebi Security Standards. Besides serious training, efficient supervision, audit and pricing, the cooperation with the clients during application and service development are important factors in Çelebi Security Systems and Consultancy's success.
Ensuring the flight safety is one of the most important components of the Security Services. In order to achieve this, the personnel of Çelebi Security interviews the passengers, checks their travel documents and hand luggages, controls the luggages and cargoes to be put in the plane through x-ray, and makes detailed searches and controls in the plane against a probable sabotage. Moreover, the goods and equipment of the personnel of all ground service companies are always checked during service.
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