These standards are then measured and evaluated to verify the degree of compliance. It is therefore appropriate to define a number of indicators and quality of service parameters in order to identify weaknesses and implement improvement measures or procedures. Imagine that a service provider who has been providing excellent services to an airline for several years finds that it is time to ask for a well-deserved contract extension. Apart from the simple statement above, how is it possible to provide proof of quality? Data from an SLA performance monitor is the perfect answer. A well-designed SLA can be a great means of communication to show which items are considered a high priority and what the main business goals are. Yes, a smile to passengers is important, but it should not have the same weight within an SLA as a destination that refers for example to the „accuracy of the load sheet“. The SLA is therefore probably the ideal place to begin the prioritization that should be given to the rotation services of an aircraft. Of course, safety should and always remains the top priority. It is up to both parties who use an SGHA and an SLA and agree to give priority to all other elements such as punctual performance, passenger comfort, cost control and many others, which each airline and ground service provider can define according to commercial requirements.

The combination of a properly written SGHA and SLA can be the best possible solution for quality services and fruitful cooperation. Without oversimpling the process, we can say that SGHA indicates „what is needed“ and the SLA, „how“ the requirements are met. This is no coincidence. The agreement has been constantly improved by industry experts for several years. In the late 1950s, as airlines focused on the primary mission of passenger and cargo transportation, groundhandling companies began offering services to meet increased demands for safe and efficient services. A group of airlines in Europe has recognised the need to set standards in order to deduce cooperation in the provision of airport services, either between the two or bilaterally. In 1988, the first IATA Ground Handling Council (IGHC) was held in Montreal and replaced the Airport Handling Committee. Since then, the Aviation Ground Service Agreements Task Force (AGSA) has been working annually to improve and update the SGHA.

The AGSA Task Force is composed of commercial and operational experts involved in the negotiation of groundhandling contracts and is represented by airlines, groundhandling companies and airports. Another point of view is: „My service is so good that my customers don`t need SLAs“. In addition, these guidelines aim to provide guidance to airport owners, operators, regulatory authorities and/or third-party service providers: examples of the application of the guidelines at airports around the world are available in the Airport Service Level Agreement Case Studies. AERTEC Solutions can help your airport define and monitor SLA standards for all different services Of course, these agreements are at the heart of any business negotiation between partners and it sometimes becomes difficult to effectively express the requirements and conditions of activity within the framework of this standard. From a sectoral point of view, the SGHA is probably one of the five best trade texts in the world in terms of efficiency and applicability. The attempt to calculate the airline at a high level – pairs of suppliers using SGHA by multiplying the number of airlines in the world by the number of destinations where they land worldwide, it is clear that, given the commercial, operational and cultural complexity it faces, a very good business tool….