UNHAS Air Transport Information Booklet
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UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC UNHAS Air Transport Information Booklet INTRODUCTION The United Nations Humanitarian Air Service (UNHAS) is the provider of airline services to all humanitarian organisations and their implementing partners. We are committed to delivering a safe, reliable and fast airline service for personnel and cargo. As a customer you have the rights and responsibilities in connection with your air travel with us, and this booklet will provide you with all necessary information and tips on your travel. For further information, please contact our local UNHAS Reservation Office via the contacts provided in this booklet or e-mail us on unhas.drc@wfp.org . AVAILABILITY and PRIORITY SYSTEM 1. Who can use our services? UNHAS flights are available for United Nations Organisations, Non-Governmental Organisations (NGO), Donor Organisations and the Media. 2. How can you register as a customer to our services? You need to register your agency’s focal point by using the Focal Point Assignment Form. Please note that focal points will determine the eligibility of passengers and be solely responsible for the contents of all reservation forms forwarded by the passenger’s organisation. 3. How many seats can be reserved on a flight? UNHAS uses different types of aircraft. For eligible organisations, passengers will be accepted on first-booked, first-served within each category of passengers in the priority system. In order to allow as many organisations/agencies as possible to have a balanced usage of the service, up to three (03) seats are available for each organisation. Special requests might be made through writing, if more than 3 passengers are required to travel. In case of limited vacant space on any flight, priorities will be implemented as decided by the User Group Committee (UGC) and spelt out in the Standard Administrative and Operating Procedures (SAOP). 4. How does one know the regularity of the flights or the following week’s flight schedule in advance? A current schedule showing regular flights is issued by UNHAS to all humanitarian organisations and their implementing partners. The schedule is also available at the local UNHAS reservation office. 5. How does an Organisation request a special flight? Special flights may be scheduled within the available slots if requested well in advance and if operationally feasible. An official request needs to be delivered in writing from the head of the organisation to the WFP Country Office stating the reason for the request and with all relevant details. Special flight requests are UNHAS, DRC 1-10 Effective as of November 2008
UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC
assigned on first come, first served, basis. UNHAS reserves the right to approve
or disapprove any special flight request, based on operational commitments.
6. What happens if emergencies arise?
Should emergencies arise, medical or security evacuations will supersede any
scheduled flight. The senior person at the field level of the organisation requesting
the evacuation should contact the officer in charge of UNHAS, or in his / her
absence, the UN Security officer. The request must indicate details and condition
of the patient, and must be cleared by a doctor / paramedic.
CRITERIA FOR RESERVATION AND CARRIAGE OF PASSENGERS
1. How should reservations be made?
A reservation is made by duly completing and submitting the Passenger Booking
Request Form at the local UNHAS Reservation Office either in person or via e-
mail. As available communication systems might differ in various locations, it is
recommended to follow-up all reservations for confirmation. For security reasons,
reservations are not permitted through phone calls.
2. How much time in advance should passengers make reservations?
Reservation requests will be accepted by the UNHAS Reservation Office up to 24
hours prior to departure date but no earlier than 30 days in advance.
3. Do you need to confirm a reservation?
Your focal point needs to confirm reservations one day prior to flight and receive
confirmation of the reservation and the check-in time at the airport.
4. Is this operation on cost recovery?
This service might be free or on cost recovery, depending upon the status of
funding. However, special flights will be on cost recovery.
5. If on full or partial cost recovery, what are the payment alternatives?
All payments are made through cheque or bank transfers.
6. Where should the flight ticket be picked up?
Flight tickets are issued at the check-in counter on the day of the flight. Check-in
and departure times will be communicated to focal points during confirmation.
7. What kinds of travel documents are required?
It is the passenger’s responsibility to carry the necessary travel documents
required for the whole journey. These include but are not limited to:
a. UN-LP, National Passport or Agency ID card with recent photograph
(National ID cards will be accepted with an ‘Ordre de Mission)
b. Ticket;
c. Security Clearance, if required;
d. “Ordre de mission”, if required.
UNHAS is not liable for any consequences resulting from missing travel
documents.
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Effective as of November 2008UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC
8. Can an Agency replace the manifested passenger by another staff
member?
Flight tickets are issued in the name of the passenger and can under no
circumstances be exchanged or traded. Please contact your focal point if a need
to change the reservation occurs.
9. Can others than staff members travel on our flights?
Only staff members of the relative organisation are allowed to travel on our flights.
Dependants are not authorized.
10. What if a passenger has special needs?
For special passenger categories like VIP, pregnant women and the physically
and mentally challenged, please contact UNHAS Reservation Office for services
available.
11. How and when can you cancel your flight?
Cancellations of flight reservations are accepted in accordance with SAOP. Under
normal circumstances, cancellations will be accepted as late as possible.
12. In case of schedule change, cancellations or delays, what is our
responsibility?
We strongly advise that all passengers provide their focal points with their mobile
phone numbers or e-mail addresses. If we know in advance that an irregularity
has occurred, we will inform your focal point with the best available information in
a timely fashion and provide a new reservation if requested.
Much as we do our best to inform our customers in advance, sometimes this is
not possible due to unforeseen technical problems. In such circumstances,
passengers will only be informed at the airport and revised departure times will be
communicated, if practicable.
Unfortunately, we do not provide meal vouchers or hotel accommodation for
delayed or cancelled flights. Furthermore, we take no responsibility for any losses
or expenses arising out of any failure to achieve a planned connection.
13. What if the reservation procedures are not followed?
Passengers without proper requests are not allowed to fly except in emergencies.
In such cases, documentation will have to be submitted as soon as possible. The
final responsibility is with the captain of the aircraft after an authorisation has been
obtained from UNHAS Management.
UNHAS, DRC 3-10
Effective as of November 2008UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC PASSENGER BAGGAGE AND CARRY-ON BAGGAGE 1. How much baggage is allowed? Checked baggage allowance per person may be limited based on the type of aircraft used. Normally the maximum allowance for baggage is 15 kg per passenger, including carry-on baggage. Excess baggage will be considered if capacity permits. It is recommended that UNHAS be notified of excess luggage during reservation. This allows for planning and gives the passenger a higher probability of having his/her baggage considered. 2. How much carry-on baggage is allowed? The carry-on baggage should not exceed 5 kg and maximum measurements of 61 x 40 x 25 cm. Only one piece of carry-on baggage is allowed due to space capacity. In addition, the following items are normally accepted onboard: lady’s bag, purse, jacket or blanket, camera and reading materials. Cabin baggage is under passenger’s own care. UNHAS bears no responsibility for the carry-on baggage. 3. What kind of security checks are the passenger and his/her baggage subject to? Passengers are subject to a personal security check of accompanied and unaccompanied baggage. Inspections will be carried out by the airport authorities and/or local security staff members. UNHAS personnel have the authority to open, inspect and accept/reject any item or baggage. CRITERIA FOR RESERVATION AND CARRIAGE OF CARGO / MAIL (POUCH) 1. Who will be in charge of the cargo reservation? UNHAS Reservation Office will be in charge of all cargo reservations. An own cargo reservation system for non-food items (NFI) will be set up. 2. How should reservations be made? Only cargo reserved and confirmed will be transported. Requests shall be made on a Cargo Movement Request Form. The request shall include weight, volume, dimensions, type of packaging, number of items, and contact details. This form must be fully completed for the cargo to be accepted. 3. How do we ensure the correct cargo prioritisation? UNHAS will organise and coordinate with all UN Agencies and NGOs to ensure that the cargo prioritisation established by SAOP is followed. Each agency should be aware that it is solely responsible for the compliance of the country customs and local transport formalities at both departure and arrival points. UNHAS, DRC 4-10 Effective as of November 2008
UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC 4. When and where must cargo be delivered? The cargo must be delivered at the airport check-in counter on the day of intended transportation. Cargo will only be accepted if the delivering person is a known point of contact of the organisation he/she represents. A designated aviation staff member will inspect all cargo before being sealed. The aviation staff member will verify the content of the cargo and its associated paperwork to ensure no prohibited items are enclosed. 5. What are the rules for sending a pouch? Pouches with important official documents/ mail /letters should be sealed and should not weigh more than 5 kg. If the weight is more than 5 kg it will be reserved as cargo and not be transported in the pouch bag. The measurements should not be more than 45 x 32 x 4 cm, and must be sealed and signed by the certification officer of the respected Agency before handed over to the UNHAS office. An agency representative must come to the local UNHAS office at the receiving end to collect the pouch. No currency / contraband and dangerous cargo, solid items or ornaments are to be placed in the pouches. Units or individuals are not authorised to submit any pouch or correspondence directly to crew members. TRANSPORTATION OF DANGEROUS GOODS 1. Why is identification of Dangerous Goods so important? Dangerous Goods are all goods that could be a hazard risk to the passengers, the aircraft or baggage and cargo. It is in the interest of safety to prevent accidents and to increase the awareness of the dangers involved in the air transport of hazardous goods. 2. Who are liable for any damage to equipment, death or injuries caused by such cargo? The responsible agency is liable for any damage to equipment, death or injuries caused by such cargo. UNHAS, DRC 5-10 Effective as of November 2008
UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC 3. What items are considered Dangerous Goods? Please consult the UNHAS Reservation Office for information on the transportation of Dangerous Goods. The dangerous cargo list includes but not limited to the following categories: a) Fuel (Diesel, Jet-A1, Kerosene) in jerry cans or drums are not authorised on board passenger aircraft. b) Cylinders of compressed air or oxygen are prohibited from air transport unless used as life saving oxygen-breathing apparatus in certain limited medical cases. (under air-medics supervision) c) Camping gear portable canisters, which may contain flammable gas, flammable liquid and non-safety matches are prohibited on passenger aircraft. d) Any pressured cylinder whether full or empty. This includes cylinders used for cooking gas (propane). e) Dental apparatus equipment, which may contain hazardous chemicals such as resins or solvents are also prohibited. f) Pharmaceuticals, which may contain dangerous chemicals, e.g. acids (Conditions apply) g) Photographic supplies i.e. darkroom chemicals. (Prohibited) h) Refrigerators of the type that contain toxic gas or dangerous liquids. (Conditions apply) i) Repair kits which may contain dangerous goods: Cellulose paints, organic peroxides, etc. (Prohibited) j) Some medical items for scientific research i.e. unknown samples for testing may contain dangerous goods. (Prohibited unless identified) k) Swimming pool chemicals, water chemicals, which may contain dangerous chemicals. (Prohibited) l) Toolboxes may contain explosives; compressed gases or flammable gases (Butane cylinders - Prohibited) m) Motor Vehicle or generator batteries - only if dry. (Conditions apply) n) Heat producing articles e.g. battery-operated equipment such as underwater torches and soldering equipment, which, if accidentally activated, will generate extreme heat, are prohibited. UNHAS, DRC 6-10 Effective as of November 2008
UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC
If in doubt, contact UNHAS with your queries. Some of the dangerous goods may
be allowed on board an aircraft, but should be packed in accordance with the
IATA Dangerous Goods Regulations.
4. What is the procedure for reservation of Dangerous Goods?
After conferring with the IATA Dangerous Goods Regulations and UNHAS
Reservation Office, you need to submit the shipper’s declaration specifying type of
dangerous goods and additional details.
Please limit the quantity contained in each package to the maximum allowed. Use
the correct type of packaging and put the required labels and markings on the
package. Inspect each package for leakage or damage and inform UNHAS
Reservation Office of the nature of cargo.
An example of correct packaging, labels and markings is as below:
SHIPPER
CONSIGNEE
UN 1230
Methanol
4G/X20/S/05/D/BAM3117
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Effective as of November 2008UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC CHECK-IN 1. Where at the airport should the passengers report? Passengers have to report directly to the UNHAS counter at the departure airport. UNHAS will have a clearly marked check-in counter at all airports of operation. 2. What are the check-in times? To maintain punctuality and maximise the utilisation of the aircraft for the benefit of all passengers, it is necessary that passengers adhere to given check-in times. Check-in starts latest one hour before scheduled departure and closes 30 minutes prior to departure. Confirmed passengers arriving after closing time may lose the right to reserved seats, as stand-by passengers will be confirmed after the regular check-in closes. Stand-by passengers will be allocated seats on first come, first served basis in accordance with the priority system outlined in SAOP. 3. What to keep in mind when checking baggage? Travel documents, money, cameras and other valuable items should be kept with the passenger and not in his/her checked baggage. Furthermore, checked baggage should not contain medications or fragile items. UNHAS and the carrier have limited liability for valuables of this nature in checked baggage. All baggage should be clearly identified with your name, address and contact numbers, both inside and outside, as this makes it easier to identify the baggage if delayed. 4. Do we offer transfer services to the passenger? UNHAS flights operate on a “point to point” basis. We therefore do not offer transfer of passengers or their baggage to other flights outside the UNHAS system. 5. What if for any reason a passenger misses a flight? If a passenger misses a flight, a new reservation request must be submitted through the organizational travel focal point. BOARDING 1. When do you need to be present at the gate? You must be present at the boarding gate not later than the time specified by the check-in clerk. Normally, this would be 30 minutes before departure, but it might vary. Please consult the local UNHAS Reservation Office on the boarding time of your flight. 2. How to know the priorities between the wait-listed passengers? Within each category of the priority system, the first wait-listed passenger arriving at the airport will be considered the first to be transported in case a seat becomes available. 3. What kind of security checks are the passenger and his/her baggage subject to? The UNHAS staff will position all baggage on the ground next to the aircraft for visual identification by passengers prior to loading of checked baggage and boarding. Passengers and their hand luggage might also undergo physical inspection by the local airport security and/or UNHAS staff. UNHAS, DRC 8-10 Effective as of November 2008
UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC
SAFETY AND OTHER IN-FLIGHT INFORMATION
U Smoking is prohibited on all UNHAS
flights. It is also prohibited within 30
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meters of an UNHAS-chartered
aircraft.
Weapons and ammunition are strictly
prohibited on all UNHAS chartered
aircraft. Toy guns, razor blades and
other tools which would have the
potential to be used as weapon are
also prohibited onboard the aircraft.
We advise you to listen to the safety
briefing given by the crew.
Emergency briefing booklets are
available in the pocket of each seat.
Emergency medical kits and survival
packs are carried in UNHAS
chartered aircraft.
Water is not served on all UNHAS
chartered aircraft.
Toilets are not available on some
UNHAS chartered aircraft.
Use of radios, electronic games,
¢ mobile phones and computers is
prohibited on all UNHAS chartered
aircraft.
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Effective as of November 2008UNITED NATIONS HUMANITARIAN AIR SERVICE, DRC
ARRIVAL
1. Do we need to reconfirm our return flight?
On arrival at your destination, it is important to reconfirm your return flight with the
local UNHAS Office.
2. What should I do if my baggage gets missing or damaged at arrival?
Passengers need to contact the UNHAS staff or the UNHAS service desk at the
arrival airport for missing or damaged baggage.
If a checked baggage should get missing, we will make every reasonable effort to
retrieve it quickly and hand over to the customer in a timely manner.
If a luggage gets damaged during transportation, the service desk could issue a
damaged baggage report, which is a necessary document for claiming
reimbursements from insurance companies.
3. Who are liable for the loss of unclaimed baggage/cargo?
Even though we take no responsibility for loss of unclaimed baggage, pouches or
cargo, we will attempt to contact any customer whose unclaimed, checked
baggage contains a name, address and telephone number.
In general, all lost and unclaimed property found in the cabin will be kept at the
UNHAS Office. Lost and unclaimed baggage will be handed over to local airport
authorities for storage.
Please report any lost baggage to the nearest UNHAS Office as soon as possible.
4. Who should I contact if I have any comments or complaints concerning the
air services of UNHAS?
The customer’s comments and feedback are important to UNHAS because they
are essential to improving our services.
The following are useful UNHAS contacts:
CHIEF AIR TRANSPORT OFFICER
Mobile: (+243) 998630920
AIR TRANSPORT OFFICER - KINSHASA
Mobile: (+243) 998630939 / 998630914
ENJOY YOUR FLIGHT!
UNHAS, DRC 10-10
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