The IATA Ground Operations Manual (IGOM) and the IATA Safety Audit for Ground Operations (ISAGO) are among the main initiatives in terms of standards and requirements adopted internationally by ground handling service providers (GHSP) to standardize management and operating practices and improve safety performance.
These standards are continuously evolving to address emerging operational issues. In this feature, we have reached out to Ryan Abram, dnata’s chief operating officer, for an overview of the latest changes and their impact on GHSPs, the standardization of practices enabled by IGOM and ISAGO, and what the future holds for such programs.
Latest Changes and The Impact
Effective January 2025, and implemented in April 2025, new ISAGO requirements include a two-step audit process, digital integration and enhanced standardization, affirms Abram.
“The audit process will involve a gap analysis via IATA’s Operational Portal followed by an on-site implementation assessment. It will focus on aligning with IGOM, and prioritize evaluating the actual implementation of best practices,” he says. “Digital integration will focus on centralized data management via the Operational Portal, enhancing compliance tracking and reducing redundant audits. Enhanced standardization will ensure ISAGO aligns with ICAO’s Manual of Ground Handling and standards such as IGOM and the IATA Airport Handling Manual (AHM) for consistent safety and operational practices.”
The impacts on service providers include audit efficiencies by reducing airline-specific audits, saving time and associated costs, according to Abram.
“It will improve visibility of compliance, and the adoption of standardized practices will ensure smoother collaboration with airlines and regulatory bodies,” he points out. “Over the last few years, further content has been added across the chapters of IGOM, to make it more complete in terms of fully describing the turnaround process. This work has included more detailed processes for equipment handling, for the departure and towing processes, as well as for aircraft loading and unloading.”
Further work will see the next edition of IGOM include more detailed procedures for passenger, baggage and load control, Abram states.
“Improving these procedures in IGOM furthers the drive for consistency that supports improved safety performance and the reduction of aircraft incidents and/or damage events. The training and use in the operation of one, consistent process whilst handling an aircraft, regardless of the operating airline, remains a key goal for the ground handling industry,” he says.
Standardizing Organizational and Operating Practices
Standardization for both ISAGO and IGOM has led to less variation in how aircraft are handled, observes Abram.
“A prime example of this is the opening of aircraft cargo hold access doors, which, in accordance with the IGOM process is now carried out by use of maintenance steps or a belt loader, not a ULD loader. This change has delivered a reduction in aircraft damage. However, there is still opportunity for further consistency,” he points out. “For example, the chocking and coning of aircraft. Whilst the IGOM includes procedures for both, it still offers alternative methods, rather than just one process option.”
The standardization achieved within ISAGO has ensured a unified operational framework, minimizing variation across stations and airlines, according to Abram.
“Key contributions to ISAGO include management systems which enforce structured safety and quality management frameworks. Standard loading procedures mandated by IGOM reduce operational discrepancies. ISAGO and IGOM protocols for personal protective equipment (PPE) use and turnaround processes ensure consistent global safety practices,” he says.
Future Developments
In the next edition of IGOM, there will be continued changes and developments of procedures to address the growing complexities of ground handling, affirms Abram.
“One such area for possible process development being the introduction of new autonomous equipment operating in and around the aircraft – where ensuring the safety of personnel working in the vicinity of the autonomous equipment will be key,” he says. “These refinements will support the introduction of the revised ISAGO audit process, where the audit will be conducted against the IGOM/AHM content, rather than separate audit standards.”
There will also be an expansion of ISAGO compliance to more regions, and an increased use of digital platforms such as the Operations Portal for transparency and efficiency, Abram proclaims.
“There are three key challenges to address. Firstly, reducing airline-specific auditing while ensuring compliance through shared platforms. Secondly, minimizing regional variations to practices, and fostering global alignment and industry collaboration to improve standards. Finally, we must all adapt practices to meet environmental and operational sustainability goals,” he concludes.
