iata cargo claims & loss : ground handling : cargo ... 1_cargo claims... · • jar ops...
TRANSCRIPT
16-Nov-2010
: Ground Handling: Cargo Services: Fueling Services: Executive Aviation: Aircraft Maintenance: Aviation Security
Swissport International Ltd.Risk & Insurance Management
IATA Cargo Claims & Loss Prevention Conference
From landing to take-off:We care!
16-Nov-2010 | Page 2
Agenda
Swissport InternationalContractual RelationshipSwissport’s Claim Handling ProcessRisksWhat are we up to as an IndustryAQDSwissport Formula
16-Nov-2010 | Page 3
Swissport International
Revenue (2009) EUR 1126 million
(CHF 1690 million, USD 1690 million)
Countries 38Employees 32’000Flights handled 2.5 millionCargo handled (tons) 3.5 millionAirports served 179Customer airlines over 650Passengers handled over 70 million
16-Nov-2010 | Page 4
Contractual Relationship
IATA Standard Ground Handling Agreement (SGHA), Main AgreementSimplified Procedure Annex B (still 3 versions in use 1998, 2004, 2008)Article 8: Liability and Indemnity (version 2008)
Swissport acts as “Agent” on behalf of the airlines.Additional services rendered outside the scope of Standard Agreement, e.g. for forwarders, frequently without contracts
16-Nov-2010 | Page 5
Swissport’s Claims Handling Process
Report “loss of” or “damage to cargo” to the incident handling department of the respective station (direct or through incident reporting system AQD).Investigation initiation and collection of information and documents:• AWBs and applicable Annex B,• Witness statements, photos, • internal and external investigation reports, • claimant letter, etc.).
Subsequently Swissport’s external Claims Handler is notified about the incident and provided with all documents.The Claims Handler opens a new claims file and assesses the circumstances of the damage or loss and evaluates Swissport‘s potential liability. If necessary he seeks advice and instructions from Swissport’s Aviation Liability insurers.
16-Nov-2010 | Page 6
Swissport’s Claims Handling Process
The Claims Handler returns back to the local incident handling responsible with the necessary instructions:
• Accepting.• Denying liability.
If Swissport’s liability is clearly compromised:• Swissport’s Risk Manager approved settlement strategy.• Settlement within authority level obtained from Swissport’s insurers.
In more complex cases, there is a continuous liaising between local Swissport staff, Claims Handler, Swissport’s Risk Management and the insurers until the claim is closed.It is always the local Swissport station (incident handling responsible) who is responsible for the communication with the affected Airline and/or other 3rd parties.
16-Nov-2010 | Page 7
Risks?
People’s HealthDamage to equipment and buildingsTheftTerrorismFlight safetyCommercial risk in case of underperformance
16-Nov-2010 | Page 8
What are we up to as an Industry?
Certified Cargo Screening Program CCSP
Import Control SystemCOMMISSION REGULATION (EC) No 312/2009COMMISSION REGULATION (EC) No 1875/2006
COMMISSION REGULATION (EC) No 185/2010 + 300/2008
16-Nov-2010 | Page 9
And more……..
IATA ISAGO Initiative
Various repetitive Airline Audits
GDP Standards
JAR Ops requirements
16-Nov-2010 | Page 10
How does Swissport Respond?
By implementing and adhering to Industry quality programs:• ISO, • ISAGO, • TAPA, • GDP, • JAR OPS elements• AQD
By introducing internal quality improvement programs like Swissport FormulaBy seeking true partnerships with our clients
Common Denominator:
Quality Management Programs
Sustainable Processes & Relationships
16-Nov-2010 | Page 11
Prevention: AQD
The Aviation Safety and Quality Management System (AQD) is a comprehensive and integrated set of tools to support Safety Management and Quality Assurance.
Developed by aviation software specialists, AQD is backed by a 20 year span of aviation system expertise for regulatory authorities, airlines and other aviation related organisations.
16-Nov-2010 | Page 12
AQD Features
Key elements of a Safety Management System:
• Occurrence reporting
• Investigation management
• Audit management
• Action Tracking
16-Nov-2010 | Page 13
AQD Benefits
Facilitates compliance, using industry best practices.Extensive customization to maximize the fit with your business and your compliance needsCombined audit (QA) and investigation (Safety) functions to:• ensure consistent processes• provide integrated analysis• reduce training
Formalized, disciplined processes to help enforce good practiceIncident reporting, analysis and investigation through to auditing and corrective action tracking.
16-Nov-2010 | Page 14
Prevention: Swissport Formula
“Swissport Formula is a Culture Change and not a Project”
16-Nov-2010 | Page 15
Swissport Formula
Org. Structure• Roles and Responsibilities clearly defined for each layer• Minimum requirements for appraisals• Span of control (also organisational structure – synergies)
KPI’s• Standard KPI’s• Daily / Weekly Performance Measurement• Target Setting• Automated Data Capture and Reporting
16-Nov-2010 | Page 16
Swissport Formula
Planning• Standard Planning Methodology for Staff & GSE, planning according
Engagement Standards• Optimum rostering based upon demand planning
Active Supervision• Daily operational Reports• Operational Meetings every shift• Structured Shift hand over• Structured follow up of Action Plans
Training• Standard training programs
16-Nov-2010 | Page 17
Swissport Formula
Implementation Process
• Initial visit to a station to explain content of program, to answer initial questions and to get the buy in from local management
• Self-Assessment Questionnaire by Station
• Second visit of station, action plan based on self-assessment
• Introduction of Action Plan with clear deadlines
• Follow-up visits and continuous improvement
16-Nov-2010 | Page 18
What makes the Difference? Attention to Detail from small…
16-Nov-2010 | Page 19
… to bigger
16-Nov-2010 | Page 20
…to bigger
16-Nov-2010 | Page 21
What is it all about?
VIGILANCE BY EVERYONE
DISCIPLINE
OPEN COMMUNICATION CULTURE
MANAGEMENT ATTENTION
16-Nov-2010 | Page 22
SUMMARY
Swissport takes an integral approach to risks on all levels and in all business divisions
16-Nov-2010 | Page 23
Thank you for your attention !
Swissport International Ltd.Risk & Insurance ManagementP.O. Box8058 Zurich-AirportSwitzerlandP: +41 43 812 57 63F: +41 43 321 25 62
16-Nov-2010 | Page 24
Questions please