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Maman undertakes to carry out the following tasks: |
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To handle all air – cargo entrusted to us with concern, trust and highest responsibility. |
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To be attentive to our customers and to work together in creating the most appropriate solution to their needs. |
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To continuously improve and simplify working procedures to the benefit of our clients. |
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To meet the service time schedule set in coordination with our customers. |
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To allow our clients access to general data and information regarding their activities. |
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To entertain talented, professional and well trained working crews to provide quality service. |
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To attend to our customers with fairness, reliability, full transparency and politeness. |
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IMPORT
 The completion of flight check-in after ATA will be implemented according to the following schedule:
| Check-in Type |
Time |
| Passenger flights |
up to 4 hours |
| Cargo flights |
up to 8 hours |
| Express check-in |
up to 3 hours |
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Acceptance and cargo delivery will be in accordance with international standards.
The number of errors may not exceed 15 per 1000 consignments.
Errors (inquiries and searches) will be handled within 2 hours.
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Waiting time on the ramp for the release of import cargo shall not exceed 50 minutes.
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Special activities such as recounts, splitting, changes of location and reweighing will be performed within 3 hours of the customer’s request.
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EXPORT
Waiting time at the export ramp for acceptance of cargo shall not exceed 60 minutes.
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In coordination with the airlines, the closing time of a flight, subject to consignment and ULD availability, will be as follows:
| - Passenger flights: 50% up to 5 hours of closing time,
an additional 40% up to 2 hours of closing time,
the remaining 10% up to ½ hour of closing time. |
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| - Cargo flights: 70% up to 9 hours of closing time,
an additional 20% up to 6 hours of closing time,
the remaining 10% up to 3 hours of closing time.
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| - ULDs will be closed up to 3 hours before take-off. |
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COURIERS
The delivery of ULDs at the courier terminal will take place within 60 minutes of on-block time,
The delivery of the courier consignment will be effected within 30 minutes of request.
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AIRSIDE (cargo flights only)
The unloading of B747-type aircraft will be completed within 1 1/2 hours of on-block time. The unloading of all other aircraft will be completed within 1 hour of on-block time,
In coordination with the airline carrier, the loading of B747-type freighters will be completed within 3 hours of receipt of FIS.
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TENANTS - (Maman building)
Tenants' complaints and problems will be responded to within 30 minutes of their receipt. The technical staff will take care to maintain continuous attention and follow-up until the problem has been resolved.
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