Airport management requires service level agreements (ASS) to determine the level of quality of services provided by a company, agent or dealer at the airport. These pre-defined standards are then measured and evaluated to verify the level of compliance. It is therefore necessary to define a set of indicators and parameters of the level of quality of services in order to identify weaknesses and implement measures or procedures for improvement. Of course, these agreements are at the heart of any trade negotiations between partners and it sometimes becomes difficult to effectively express trade requirements and conditions under this standard. From a sectoral point of view, the SGHA is probably one of the top five trade texts in the world in terms of efficiency and applicability. Trying to make a high calculation of the airline – pairs of suppliers who use the SGHA by multiplying the number of airlines in the world by the number of destinations where they land in the world, it is clear that, given the commercial, operational and cultural complexities with which it is faced, it is a very good business tool. Since 2012, we have received more than 650 professionals from 94 IATA countries, as an indication of the broad acceptance of SGHA. It is not easy to find another example in another sector where the same contract model with minimal adaptation is applicable in almost every country in the world. The acronym “SGHA” is of great importance in the world of airlines/service providers. The Standard Ground Handling Agreement is a widely used document that defines the business relationship between airlines and ground service providers. This is a draft contract signed by the industry for the provision of stopover assistance services.
Business and operational details will be included simultaneously in the same document. Another view is: “My service is so good that my clients don`t need SLAs.” In addition, these guidelines are intended to provide airport owners, operators, regulators and/or third parties with guidance on the following conditions: These guidelines are intended to enable discussions between all parties to ensure that the airport operates in a consistent and balanced manner, taking into account not only spatial requirements, but also demand, processing rates and the quality of services received.
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