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Standards

Terms of use

These standards do not replace or change the obligations companies that operate at Pearson have with the us under their ground handling licences. The terms of their licence take precedence over the service levels and standards described here.

Tow-off from gate

All aircraft must be towed off the aircraft gate or stand within the time assigned. Unplanned tows should be completed within 60 minutes of a request by Pearson.

Standard: 100% of arriving flights, based on the minimum arrival allowances listed below

Minimum arrival allowances

  • 250 seats or more – arrive minimum 75 minutes before
  • 181 to 249 seats – arrive minimum 60 minutes before
  • 0 to 180 seats – arrive minimum 45 minutes before

(Time starts on arrival at the gate or stand and ends when the aircraft is fully pushed back from the gate or stand)

Exclusions and exemptions

This standard does not apply in the case of:

  • Lightning events that disrupt apron offload ability
  • Significant disruption to the offload of the arriving flight by government agencies
  • Emergency event during offload
  • Uncontrollable mechanical failure on aircraft significantly affecting offloading
  • Failure of Pearson to perform its obligations for a particular flight except where negligence by the Operator or its Airline client caused the failure
  • Flights where Pearson has requested an aircraft tow where the gate or stand was not required to accommodate another aircraft movement
  • Second or subsequent tows in respect of the same flight

Gate arrivals

Arriving aircraft must proceed directly onto the gate or stand (defined as wheelstop at gate/stand) within 90 seconds of reaching the lead-in line.

Standard: 90% of arriving flights measured

Exclusions and exemptions

This standard does not apply in the case of:

  • Disruptive weather
  • Lightning event that disrupts apron offload ability
  • Delays resulting from the actions of other airlines (for example, airline equipment impeding gate availability), except if such delays result from the operator’s or relevant airline client’s failure or refusal to cooperate with other Airlines or operators
  • Visual Docking Guidance System failure during taxi-in to gate
  • Our failure to perform our obligations for a particular flight except where negligence by the operator or its airline client caused the failure
  • Flight diversions
  • Ad hoc or non-scheduled flights

Connection baggage induction

All arriving inter-terminal connecting bags from domestic flights will be delivered to the baggage system within 45 minutes of wheelstop at gate/stand.

For flights with Terminal 1 connections to the US, the first bag will be delivered to the baggage system induction point within 20 minutes of wheel stop at gate/stand.

Standard: 85% of arriving flights

Exclusions and exemptions

  • Flight diversions
  • Ad hoc/Non-scheduled flights
  • Disruptive weather
  • Lightning event that disrupts apron offload ability
  • Significant disruption to the offload of the arriving flight by Government agencies
  • Emergency event during offload
  • Uncontrollable mechanical failure on aircraft significantly affecting offloading
  • Delays resulting from the actions of other Airlines (i.e. Airline equipment impeding gate availability), except if such delays result from the Operator’s or relevant air carrier client’s failure or refusal to cooperate with other Airlines or operators
  • Our failure to perform our obligations for a particular flight except where negligence by the operator caused the failure

Local baggage induction

All terminating bags from a flight will be delivered to the inbound baggage carousel within the following time limits:

  • 30 minutes of wheelstop at gate/stand of narrow body aircraft
  • 40 minutes of wheelstop at gate/stand of small wide body aircraft (less than 250 seats)
  • 50 minutes of wheelstop at gate/stand of large wide body aircraft (more than 250 seats)

Standard: 85% of arriving flights

Exclusions and exemptions

This standard does not apply in the case of:

  • Flight diversions
  • Ad hoc or non-scheduled flights
  • Lightning event that disrupts apron offload ability
  • Significant disruption to the offload of the arriving flight by government agencies
  • Emergency event during offload
  • Uncontrollable mechanical failure on aircraft significantly affecting offloading
  • Delays resulting from the actions of other airlines (for example, airline equipment impeding gate availability), except if such delays result from the operator’s or relevant airline client’s failure or refusal to cooperate with other Airlines or operators
  • System not operating or carousel reassignment after offload commenced
  • Our failure to perform our obligations for a particular flight except where negligence by the operator caused the failure

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