1. OUR PLEDGE
    We pledge to bring continuous improvements in air cargo handling and services through up gradation of infrastructure, simplification of system & procedure, mechanization of cargo handling, transaction through Electronic Commerce / Electronic Data Interchange(EC/EDI) and prompt redressal of grievances.
  2. OUR COMMITMENT
    Airports Authority of India (AAI) endeavor to offer the best possible services to all its customers at the Air Cargo Terminals, to ensure secured and speedy movement of cargo in coordination with Airlines, various agencies and trade bodes with an ultimate aim to bring overall improvements in the air cargo handling to the satisfaction of its customers.
  3. OUR CUSTOMERS ARE -
    1. Indian National & International passengers
    2. International and Domestic Airlines,
    3. Air Cargo Agents, Exporters/ Importers and
    4. Various Regulatory and Facilitating Agencies.
  4. Role of AAI as a Custodian, Terminal Management & Ground Handling Agent on behalf of Airlines
    Airports Authority of India establish, manage & develop cargo terminals at the airports under the provision of AAI Act, 1994 and Airports Authority of India (Storage and processing of Cargo, Courier and Express Goods and Postal Mail) Regulations 2003.
  5. AAI provides 3-tier services –
    1. Custodian of Import cargo appointed u/s 45 of Customs Act 1962.
    2. Ground Handling Agent (through SGHA appointed by AAI) on behalf of the Airlines in accordance with the Govt. of India Gazette notification No.4272/GI/2007 Dated 18th October 2007.
    3. Facilitator

Citizen Charter
Service Standards(Import operation)

S.NoService/ TransactionSuccess indicatorsService StandardUnitAchievement
1Preparation of location slip cum Bank ChallanTime taken to scrutinise and issue the documentOnline by users 30 (at AAI Counter)N/A Minute99.90%
2Tendering of cargo for
examination by
Customs
Time taken to bring cargo for examination in examination area1Hour100.00%
3Preparation of Bank Challan for collection of AAI ChargesTime taken to scrutinize the docs and issue bank challan30Minute99.90%
4Preparation of Gate PassTime taken to print gate pass30Minute99.90%
5Physical delivery of import cargo against
Gate pass
Time taken to deliver cargo at truck dock area24Hour99.90%

Citizen Charter Service Standards (Export operation)

s.NoService/ TransactionSuccess indicatorsService StandardUnitAchievement
1Preparation of TSP Charges for collection of AAI chargesTime taken to issue the TSP charges receipt after feeding requisite details in computer & payment of AAI ChargesOnline by usersN/A100.00%
2Acceptance & off loading of export cargo in “Ready for Carriage” condition from vehicles & shifting to the examination areTime taken to off-load the export cargo from the client's vehicles and shifting it to examination area.o1 to 1.5 (depending on size of cargo)Hour100.00%

Citizen Charter
Performance parameters(for Airlines functions)
Export:

S.NoActivityTimeAchievement
1Building of Main deck Pallet01 Hour100.00%
2Building of Lower Deck Pallet45 Minutes100.00%
3Building of container30 Minutes100.00%
Carrier should provide loading requirement to make ULD at least 6 Hours before the departure time of PAX flight and 12 hours before departure of cargo flight.

Import:

S.NoActivityTimeAchievement
S.NoActivityTimeAchievement
1ULD up to 10 MT04 Hour97.00%
2ULD up to 20 MT08 Hours100.00%
3ULD Above 20 MT12 Hours100.00%

LIABILITY OF AAI:

Care of Cargo
: - As per Airports Authority of India (Storage and processing of Cargo, Courier and Express Goods and Postal Mail) Regulations 2003-

(1) The cargo shall be stored in the International Air Cargo Terminal or its allied structureunder the overall control and supervision of Customs authorities. While the Authority shall be the Custodian of the import cargo delivered to it by the Carriers, the responsibility for export cargo shall be that of the shipper or its agent before customs examination, of the Customs in respect of detained cargo during examination and of thecarriers after examination. The Authority may take over the care of Customs cleared cargo on behalf of the airlines, under bilateral agreement with the concerned airlines, when Customs cleared cargo is handed over to it, to provide a sterile and bonded area for security, safe custody and storage of such argo till its shipment by the airlines.

(2) The Authority shall take such care of the cargo or goods which come in its custody as a person of ordinary prudence shall under similar circumstances take in relation to his own
goods and in the absence of any contract to the contrary, the Authority shall not be responsible for loss or destruction or deterioration of cargo, courier or goods if care has been taken as aforesaid provided that the liability of the Authority for loss or destruction or deterioration of cargo or goods in any case shall not exceed liability as admissible under the contract of carriage as enshrined under the Airway Bill or to the extent of the liability of the Carrier.”