tender : baggage handling service - klia ekspres · baggage handling scope of work 1. check in...

Tender : Baggage Handling Service

Document No. : ERL-ASM-0087018-00

Submission To : Puan Noormah Mohd Noor

Express Rail Link Sdn. Bhd.

KL City Air Terminal

KL Sentral Station

50470 Kuala Lumpur

Tender Closing Date: 31st October 2018

1700 hours

EXPRESS RAIL LINK SDN. BHD.

Express Rail Link Sdn Bhd (ERL) is the operator of KLIA Ekspres and KLIA Transit train

services that connect Kuala Lumpur International Airport (KLIA & KLIA2) and the city.

ERL was awarded the concession on 25th

August 1997 by the Malaysian Government to

finance, design, construct, operate and maintain the KLIA Ekspres and KLIA Transit, and

other ancillary activities related to railway services for 30 years. The company shareholders

are YTL Corporation Berhad, Lembaga Tabung Haji, SIPP Rail Sdn Bhd and Trisilco Equity

Sdn Bhd with each partner holding 45%, 36%, 10% and 9% stake respectively.

Services

The KLIA Ekspres and KLIA Transit train services between KL Sentral Station in the city

and KLIA were launched in 2002. The services were extended to KLIA2 when the new

airport terminal for low-cost carriers opened on 2nd

May 2014. Cruising at a top speed of 160

km/h, KLIA Ekspres is South East Asia’s fastest train with a 99.7% on-time service

performance.

KLIA Ekspres

The non-stop 57-km journey on KLIA

Ekspres between KL Sentral and KLIA

takes only 28 minutes. Passengers can also

take a 3-minute ride between KLIA2 and

KLIA. The trains run 4 services per hour

during peak hours and 3 services per hour

during off-peak hours.

KLIA Transit

The KLIA Transit service, which shares the

line with the KLIA Ekspres, stops at three

intermediate stations i.e. Bandar Tasik

Selatan, Putrajaya & Cyberjaya and Salak

Tinggi. The total journey time between KL

Sentral and KLIA2 is 39 minutes. Trains

run 4 services per hour during peak hours

and 2 services per hour during off-peak

hours.

All passengers taking the KLIA Ekspres

and KLIA Transit trains can enjoy WiFi

service while onboard. At KL Sentral,

passengers can connect easily via public

transportation to their final destinations.

City Check-in at KL Sentral

Passengers travelling with Malaysia Airlines, Cathay Pacific, Cathay Dragon and Malindo

Air and hold valid KLIA Ekspres or KLIA Transit tickets can use the check-in facility at

Kuala Lumpur City Air Terminal (KL CAT) at KL Sentral. They can also enjoy free porter

service on a first come first served basis. The minimum check-in time is 2 hours before flight

departure time (1½ hours for those without luggage).

KLIA Ekspres VIP Service

This premium service combines the efficiency of the KLIA Ekspres with the personalised

service of a chauffeur-driven executive limousine. It provides an exclusive door-to-door

transfer between KLIA and destinations in the city including hotels, offices and residential

homes. The service includes meet-and-greet and dedicated porter services.

In ensuring that we provide the best train service to passengers and the public, we offer check

in facilities and porter services to our customers. Therefore there ERLSB requires manpower

supply to able to undertake the baggage facilities services.

The Contractor must provide baggage handling services at KL CAT, KLIA & KLIA2 Arrival

and Departure (by which includes at VIP Service International & Domestic Arrivals at KLIA

& KLIA 2) specific working areas, check-in counters and baggage sorting areas.

BAGGAGE HANDLING SCOPE OF WORK

1. CHECK IN BAGGAGE HANDLING PROCESS

a. KL Sentral, Level 2 - Baggage Sorting Room (BSR)

(i) To manually transfer Out-of-Gauge (OOG) bags from Check-in to the Baggage

Handling Room if unable to fit on Transfer Conveyor. After scanning it is

manually transferred by Hoist down to the Departure Platform for Loading.

(ii) To monitor and replenish Baggage Tubs from the Baggage Handling Room to the

Check-in Counter.

b. KL Sentral - Baggage Sorting Area

(i) Transfer baggage from check-in conveyor to Unit Loading Device (ULD).

(ii) The bags are scanned before loading into ULD.

(iii) The ULD is transferred via hoist to the train platform when the ULD is full or 5

minutes before train’s departure time.

c. KL Sentral Platform – Departure

(i) Manually offload ULD from Hoist and position it on platform ready for loading

onto train.

(ii) Positioning of Loading Ramp on Platform.

(iii) Manual loading of ULD from Platform onto Train.

(iv) Locking of ULD into secured positions.

(v) Scanning the ULD and Train.

(vi) Press baggage clearance signal

d. KLIA Platform– Arrival

(i) Positioning of Loading Ramp on Platform.

(ii) Manual offloading of ULD from Train onto Platform.

(iii) ULD is pushed to KLIA Baggage Sorting Area.

(iv) Remove the bags from ULD and to arrange accordingly on the floor.

(v) Scan the bags.

(vi) Transfer the bags onto the KLIA conveyor (RC1).

e. Return of Empty ULDs

Empty ULDs to be returned to KL Sentral via the ‘vice versa’ process without the

need of scanning.

2. OUT OF GAUGE (OOG) BAGGAGE HANDLING PROCESS

a. Handling of OOG Bags at KL Sentral

(i) The OOG bags are collected from check-in counters. The airline check-in

personnel will contact the baggage handling supervisor.

(ii) Baggage Handling Supervisor to advice his personnel to collect OOG baggage to

Level 2.

(iii) At level 2, the process is similar to the check-in baggage flow (refer to process

1.b onwards).

b. Handling of OOG Bags at KLIA

(i) After scanning, OOG items are manually carried out from Train (OOG Locker) or

Baggage Holding Area to OOG Departure Belt at Level 5 of the Main Terminal

Building.

3. SCANNING

The Contractor is responsible for scanning baggage, ULD carts, train and seal loaded

ULD carts for intact proof as part of the mandatory handling process. The sequence of

scanning shall be as guided by the Passenger Operations Manual.

4. BAGGAGE TUBS & ULD CART STOCK CONTROL AND BASIC

MAINTENANCE

a. Handling of baggage tubs

The Contractor must :-

(i) apply correct storage and handling techniques;

(ii) take appropriate action to prevent theft and unauthorised use of, or damage to,

ERLSB’s Baggage ULD and Baggage Tubs in the custody of the Contractor;

(iii) immediately notify ERLSB of any damage or loss of such items; and

(iv) ensure the cleanliness of ULD and tubs before any bags are loaded.

(v) The Contractor must produce efficient, on-time, safe, quality, careful loading and

uploading procedures

b. Administration

The Contractor must:-

(i) maintain stock record of all Baggage ULD and Baggage Tubs received and

dispatched in a manner agreed by both parties;

(i) compile and dispatch Stock Check Messages (SCM) on a daily basis to ERLSB’s Duty

Manager; and

(ii) handle lost, found and damaged Baggage ULD and Baggage Tubs and to notify

ERLSB of such irregularities.

5. PORTERAGE SERVICES

The Contractor must provide porterage services at KL Sentral (Arrival Platform & Drop-

Off Departure area), KLIA & KLIA 2 arrival and departure specific working areas,

check-in counters and onboard the trains. All porters are required to be conversant in

English language.

a. KLIA Ekspres Platform, KL Sentral Station

(i) Upon KLIA Ekspres train arrival at KLIA Ekspres platform, porters are required to

split and standby to assist passengers according to the doors.

(ii) Once the train doors are opened, porters are required to go inside the train to assist

passengers to off load their baggage and to ensure all passengers disembark from

the train.

(iii) Upon passengers disembarking from the train, porters whom are not assisting any

passengers, to proceed to Arrival Hall ‘Automatic Control Gate’ (ACG) to assist

the passengers.

b. KLIA & KLIA 2

(i) Upon KLIA Ekspres or KLIA Transit train arrival at KLIA and KLIA 2 platform,

porters are required to split and standby to assist passengers according to the doors.

(ii) Once the train doors are opened, porters are required to go inside the train to assist

passengers to off load their baggage and to ensure all passengers disembark from

the train.

(iii) Upon passengers disembarking from the train, porters whom are not assisting any

passengers, to proceed to KLIA and KLIA 2 ACG gates to assist the passengers.

c. KL Sentral Departure Drop Off

(i) Porters at the Departure Hall drop off are also are required to split according to the

doors and assist any passengers to off load their bags from their vehicle.

(ii) To assist passenger to the check-in area or platform.

d. General roles & responsibilities:

(i) Porters are not allowed to congregate during working hours.

(ii) Porters to provide assistance to the check-in area and platform but must not

necessarily wait until the check-in complete or train arrives.

(iii) Porter assistance is within the boundary of the station in KL Sentral and within the

platform or paid area in KLIA & KLIA2.

(iv) Any other tasks as instructed by ERL within the nature of their existing job scope.

(v) Usage of handphone during working hours are not allowed.

(vi) All porters must act with acceptable standard of service and must maintain the

reputation of ERL.

6. CLEANLINESS AND TIDINESS

The Contractor must maintain the cleanliness and tidiness of all workstations, conveyer

belts and train loading area at platforms.

7. COMMUNICATION SYSTEM

(i) The Contractor must maintain an online communication network system and e-

mail communications between KL Sentral, KLIA & KLIA 2.

(ii) The Contractor will be supplied 3 (three) units of walkie talkie for

communication with ERL operation team

(iii) Contractor to provide a Hotline contact number for communication purpose.

8. COMPLIANCE WITH ERL STANDARD OPERATING PROCEDURES

The Contractor must comply with the mandatory ERL Standard Operating Procedures

when conducting operations.

9. MAINTAINING GOOD RELATIONS

The Contractor must maintain good relations with airlines and Ground Handling Agents

(GHA) to enhance smooth operations at KL CAT, KLIA & KLIA 2.

10. FOREIGN WORKER APPROVALS

The Contractor is responsible at its costs for obtaining foreign worker approvals from the

Kementerian Dalam Negeri and all other relevant approvals from any other relevant

authorities.

11. TRACING

Duty managers and supervisors of the Contractor must assist ERLSB in baggage tracing

throughout the system promptly and without any undue delay.

12. TRAIN FAILURES OR AD HOC OPERATION

Contractor is required to get on board and transfer ULD or bags to the following or

rescue train. Contractor to liase with the train operation personnel during the transfer

process.

13. REPACKING DAMAGED OR OPEN BAGGAGE

The Contractor is responsible for repacking damaged and/or open baggage after a

damage excess report is prepared and authorised by the Contractor which will be

conducted in the presence of the authorised representatives of the relevant airlines or

otherwise in accordance with the procedures as may be stipulated by MAB , Post

Aviation or Malindo Airways.

14. CONTRACTORS TRAVEL ON BOARD KLIA TRANSIT

ERLSB allows the contractors travel on board KLIA Transit which is subject to

conditions as to staff will be in uniform and only allowed to travel for works purpose

only with a valid travel pass.

15. CLEANLINESS OF TROLLIES, ULDS AND WORK PLACE

The contractor to ensure the trollies, ULDs and work place to be clean at all time.

16. TRAIN OPERATING HOURS

ERLSB train operation hours:

0430 hours to 0130 hours

Baggage handlers and porters operation hours:

0400 hours to 0200 hours

Contractor to be in standby to assist beyond operation hours whenever there are delays or

change in train schedule.

17. WORKSTATION

ERLSB will provide workstation for the contractor (at KL Sentral & KLIA)

18. SUPPORT MANPOWER

Contractor to provide manpower support for intermediate stations when requested by

ERLSB. The manpower to be deployed from the existing manpower. There should not be

any additional cost to ERL.

19. NON CONFORMANCE

The Contractor must pay ERLSB a penalty in an amount to be agreed upon by the parties

or otherwise as expressly provided in below table in the event of baggage handling

discrepancies or irregularities caused by the Contractor.

20. CONTRACT VALIDITY

The appointed contractor will need to commence work on 1st January 2019 for a

contract period of one (2) years until 31st December 2020, with an option for an

extension of another one (1) year subject to performance evaluation.

ATTACHMENT 1

KL SENTRAL, KLIA & KLIA 2

MANPOWER REQUIRED FOR CHECK– IN & BAGGAGE HANDLING

No Functions

Manpower Per Position

KL

Sentral KLIA

KLIA

2

1 Supervisor 1 1

2 Unload ULD into train, scan and move empty

containers 2 2 NIL

3 Move ULD to/from hoists at BSR

4 Scan, place baggage into containers & record URC

2 2 NIL 5 Move, scan ULD and load into train

6 Transfer OOG, recycle baggage tubs

7 Porter services and trolley recycling 4 4 2

8 VIP Service Porters NIL 2* 2*

TOTAL 9 10 5

*strictly local personnel – airport requirement

ATTACHEMENT 2

ITEM PROCESS PENALTY

1 Failure to deliver any check-in baggage from

KL CAT to KLIA in time to be loaded onto the

flight, subject to baggage being checked-in at

least 90 minutes before flight departure.

Cost to cost reimbursement

subject to airline terms and

condition.

2 Failure to deliver any check-in baggage from

KL CAT to KLIA within 60 minutes, from

time of receiving baggage in ‘Baggage Sorting

Room’ (BSR) to time of loading onto RC1.

RM 500 per incident

3 Failure to provide manpower for any position

RM 500 per incident

4 Failure to scan baggage at any point

RM 500 per incident

5 Rough or inappropriate handling of check-in

baggage that could result in complaint, damage

or claim

RM 500 per incident, plus

any re-imbursement for

claims

6 Pilferage of contents by baggage handlers or

porters



claims

7 Misplaced or mishandled passenger’s luggage

by porter



claims

8 Improper use of trolley which could result in

complaint, damage to property or injury to

passengers



claims

9 Inappropriate attitude and/or behaviour by

baggage handlers or porters

RM 500 per incident

10 Misuse of any ERLSB BG Pass issued to

employees of Contractor


any re-imbursement for full

fare of travel

11 Smoking when or where not permitted

RM 500 per incident

12 Loss and damage of walkie-talkie due to

negligence

13 All porters to be in uniform upon travelling on

board KLIA Transit. Contractor required to

stand and to give priority to ERLSB passengers

Failing to comply to the

conditions set, subject for

penalty of RM500 per

person

14 Loss or damage of access card RM100 per pass

15

Failure by the porter or baggage handler to

comply with any procedure or reasonable

instruction(s)



claims

ATTACHMENT 3

Please include additional line if required. You are required to fill in the information on

Attachment 3, any incomplete information is deemed as disqualified application.

No. Matter Breakdown Cost (RM)

1 Administration

Tenderer to provide breakdown of costing

Total

2 Manpower

Total

3 Miscellaneous

Total

DOCUMENT SUBMISSION

The following document to be submitted in two separate enclosed (sealed) envelope:-

A. Envelope 1 – General.

1. Company profile indicating the shareholders details.

2. Company registration details.

3. Forms 24 and 49.

4. Present and past related contracts undertaken with clients and their contact details for

reference.

5. Tender submission fee of RM1,000.00 payable to Express Rail Link Sdn. to our

account number: CIMB 8000609311.Please attach payment slip together with the

document submission.

B. Envelope 2 - Pricing

1. Total Contract value price with breakdown as per Attachment 3

Documents submission (sealed with indicating “Baggage Handling Tender) at the right

corner of the envelope to reach Express Rail Link Sdn. Bhd office at KL Sentral Station

on 31st October 2018 by 1700 hours as per the info below:-

Express Rail Link Sdn Bhd

Level 2 KL City Air Terminal

KL Sentral Station

50470 Kuala Lumpur

Attn: Puan Noormah Mohd Noor

Chief Executive Officer

There will be a tender clarification site visit on 23rd

October 2018 at 9.30am. Kindly

meet us at Arrival Hall, KL Sentral Station (level 1, near KLIA Ekspres exit gates). You

may contact us at 03 2267 8000 for further queries.