GO-05 · Ramp & Turnaround Operations · Airlines Process Wiki

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Receive inbound flight movement data	Stand Allocation Manager	SITA Airport Management System (AMS)	Inbound OOOI messages and updated ETA from ACARS	Confirmed stand assignment and estimated on-block time	Stand assignment confirmed ≥30 min before ETA	N	N
1.2	Allocate ramp resources to inbound flight	Ramp Resource Planner	Inform GroundStar	Stand assignment, aircraft type, turnaround time target	GSE allocation plan (GPU, belt loaders, pushback tug, stairs/JBs)	Resource plan published ≥20 min before on-block; GSE utilisation ≥75%	N	N
1.3	Confirm stand readiness and brief ramp team	Ramp Duty Manager	SITA Airport Management System (AMS)	Incoming stand occupancy status, previous turn clearance confirmation	Stand ready flag set; ramp crew briefed on aircraft type, turn time, and special loads	Stand cleared ≥10 min before on-block for 95% of turns	Y	Y
Phase 2 2.1	Marshal aircraft to allocated stand	Marshaller / Follow-Me Driver	SITA Airport Management System (AMS)	Stand ready confirmation, aircraft taxiing signal from Tower	Aircraft parked on stand with wheel position confirmed	On-block within 2 min of scheduled on-block time for 80% of turns	N	N
2.2	Position chocks, connect GPU and air bridge	Ground Equipment Operator	Inform GroundStar	Aircraft on-block confirmation from marshaller	Chocks placed, GPU connected, aircraft on external power, air bridge docked	GPU connected within 3 min of on-block; APU off within 5 min of on-block	N	N
2.3	Conduct FOD check and open aircraft holds	Ramp Safety Agent	Inform GroundStar	Aircraft chocked and powered; airside safety clearance	FOD-clear certification logged; hold doors open and belt loaders positioned	FOD check completed within 5 min of chocking; zero FOD incidents per 10,000 turns	Y	Y
2.4	Offload passenger baggage and ULDs	Ramp Agent	SITA LoadPlanner	Offload sequence from LoadPlanner; ULD manifest from originating station	All baggage and ULDs offloaded and sorted to arrivals belt or transfer make-up area	First bag on belt ≤20 min after on-block; last bag ≤35 min for narrow-body	N	Y
2.5	Offload cargo and mail per cargo manifest	Cargo Ramp Agent	SITA LoadPlanner	Cargo manifest (AWBs, special load codes), ULD positions from LoadPlanner	Cargo offloaded to bonded shed or transfer unit; DG and live animal loads handled per IATA DGR	Cargo offload complete within 30 min of on-block; 100% DG loads documented per IATA DGR	N	Y
Phase 3 3.1	Perform lavatory and potable water servicing	Ground Service Agent	Inform GroundStar	Aircraft offload complete signal; lavatory service task assigned in GroundStar	Lavatory tanks emptied and rinsed; potable water tank filled to required level	Lavatory service complete within 15 min of task start; zero potable water contamination events	N	N
3.2	Calculate and uplift fuel per dispatch release	Fueling Agent	Into-Plane Fuel Management System	Fuel uplift order from dispatch release (Jeppesen FliteDeck / NAVBLUE); aircraft fuel gauges	Fuel uplifted to required quantity; fuel receipt signed and data transmitted	Fueling complete ≥15 min before scheduled departure; fuel quantity variance ≤50 kg vs. dispatch order	Y	Y
3.3	Complete aircraft interior cleaning	Cabin Cleaning Crew Supervisor	Inform GroundStar	Cabin cleaning task released in GroundStar after passenger deplane confirmed	Cabin cleaned, seat pockets restocked, galleys reset; cleaning sign-off in GroundStar	Cleaning complete within allocated turn time window; cabin cleanliness score ≥4.2/5 in post-flight survey	N	N
Phase 4 4.1	Load catering and provisioning per galley plan	Catering Supervisor	Inform GroundStar	Catering uplift order from catering management system; galley configuration file	All trolleys and supplies loaded to correct galley positions; catering doors secured	Catering loading complete ≥20 min before STD; zero missing trolley events per 1,000 turns	Y	Y
4.2	Verify catering counts against flight specification	Load Controller	Inform GroundStar	Catering delivery notes; passenger load forecast from Amadeus Altéa PSS	Catering verification sign-off; discrepancy report raised if counts mismatch	Catering verification complete within 5 min of loading; discrepancy rate <0.5% of turns	N	Y
Phase 5 5.1	Receive final pax load and generate load plan	Load Controller	SITA LoadPlanner	Final check-in closure data from Amadeus Altéa PSS; baggage weight data; cargo manifest	Load instruction report (LIR) with ULD build plan and position assignments	Load plan generated ≤10 min after check-in closure; load factor accuracy ±1% of actual	Y	Y
5.2	Load passenger baggage per approved load plan	Ramp Agent	SITA LoadPlanner	Approved LIR with ULD positions and weight targets per hold zone	Baggage loaded and locked in correct positions; actual weights per hold recorded in LoadPlanner	Baggage loaded per plan with ≤2% position deviation; loading complete ≥15 min before STD	N	Y
5.3	Load outbound cargo and mail per manifest	Cargo Ramp Agent	SITA LoadPlanner	Cargo manifest (AWBs); DG declarations; ULD build instructions from LoadPlanner	Cargo loaded per IATA ULD regulations; high-value and DG loads segregated and documented	Cargo loading complete ≥20 min before STD; 100% DG segregation compliance per IATA DGR	N	Y
Phase 6 6.1	Calculate final weight and balance	Load Controller	SITA LoadPlanner	Final pax count and weights, actual baggage and cargo weights, fuel uplift confirmation	Final loadsheet with ZFW, TOW, CG% MAC, and trim setting	Loadsheet issued ≥10 min before STD; CG within certified envelope 100% of departures	Y	Y
6.2	Transmit loadsheet to flight crew via ACARS	Load Controller	Telex / SITA ACARS	Approved final loadsheet from SITA LoadPlanner	Loadsheet transmitted and acknowledged by flight deck; printed copy retained per regulatory requirement	ACARS loadsheet transmission ≥8 min before STD; crew acknowledgement within 2 min	N	Y
6.3	Disconnect all GSE and confirm all-clear	Ground Equipment Operator	Inform GroundStar	Doors-closed signal from cabin crew; loadsheet acknowledgement from flight deck	GPU disconnected, chocks removed, all GSE clear of aircraft; all-clear signal given to flight deck	All GSE cleared ≥3 min before off-block; zero FOD events during pushback phase	Y	Y
6.4	Coordinate pushback and engine start with ATC	Pushback Supervisor	Telex / SITA ACARS	All-clear confirmed; ATIS and pushback clearance from ATC via VHF	Aircraft pushed back to runway heading; engine start sequence complete; pushback crew clear	Off-block within 1 min of target off-block time (TOBT) for 78% of departures	N	Y

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Process Attributes

Identification

Process IDGO-05

L1 DomainGround Operations & Airport Services

L2 ProcessRamp & Turnaround Operations

L3 NameRamp & Turnaround Operations

L4 Steps20 across 6 phases

Decision Gates7 (all with iteration loops)

Exceptions14 documented

Swim Lanes (Roles)

Stand Allocation Manager

Ramp Resource Planner

Ramp Duty Manager

Marshaller / Follow-Me Driver

Ground Equipment Operator

Ramp Safety Agent

Ramp Agent

Cargo Ramp Agent

Ground Service Agent

Fueling Agent

Cabin Cleaning Crew Supervisor

Catering Supervisor

Load Controller

Pushback Supervisor

Systems & Tools

SITA Airport Management System (AMS)Inform GroundStarSITA LoadPlannerInto-Plane Fuel Management SystemTelex / SITA ACARS

Key Performance Indicators

Receive inbound flight movement dataStand assignment confirmed ≥30 min before ETA

Allocate ramp resources to inbound flightResource plan published ≥20 min before on-block; GSE utilisation ≥75%

Confirm stand readiness and brief ramp teamStand cleared ≥10 min before on-block for 95% of turns

Marshal aircraft to allocated standOn-block within 2 min of scheduled on-block time for 80% of turns

Position chocks, connect GPU and air bridgeGPU connected within 3 min of on-block; APU off within 5 min of on-block

Conduct FOD check and open aircraft holdsFOD check completed within 5 min of chocking; zero FOD incidents per 10,000 turns

Offload passenger baggage and ULDsFirst bag on belt ≤20 min after on-block; last bag ≤35 min for narrow-body

Offload cargo and mail per cargo manifestCargo offload complete within 30 min of on-block; 100% DG loads documented per IATA DGR

Airline-Specific Risks & Pain Points

Late gate changes due to ATC slot revisions or prior turn overrun cause cascading resource conflicts — AMS does not auto-trigger GSE reallocation

GSE availability gaps during peak banks — GroundStar planning horizon is 4 hours; sub-contracted handling agents may not sync real-time equipment status

Stand conflicts when previous turn is delayed — SITA AMS does not automatically notify ramp crew of stand swap; verbal communication gaps cause missed briefings

Tight apron geometry at congested airports leads to proximity incidents — SITA AMS does not provide real-time apron conflict alerting; relies on manual visual clearance

APU-off compliance is monitored manually — airlines incur fuel burn penalty and noise fines if APU is left running; GroundStar task completion is self-reported, not sensor-verified

FOD checks are paper-based at many stations — GroundStar task completion does not integrate with airside safety management system, preventing automated audit trail

Inputs / Outputs

Primary InputInbound OOOI messages and updated ETA from ACARS

Primary OutputAircraft pushed back to runway heading; engine start sequence complete; pushback crew clear

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