Service Agreement & Operational Responsibility
Service Agreement & Operational Responsibility
This document defines the framework governing the provision of services by CARION Aviation Services, the responsibilities of each party, and the operational standards that apply to every service engagement. It applies in conjunction with individual service orders and CARION's Terms of Sale.
1. Scope of Services
CARION Aviation Services provides the following categories of professional ground services, each governed by this Agreement and the applicable service-specific procedure:
Cabin interior cleaning, hygiene refresh, turnaround cleaning, exterior washing and professional aircraft detailing — performed to operator and manufacturer standards.
Coordination and delivery of in-flight catering, galley setup, passenger amenities and special dietary requirements in accordance with client specifications.
Ground transportation, airport meet & greet, crew and passenger logistics, hotel coordination and bespoke VIP services for private aviation clients.
Coordination of in-flight connectivity and SATCOM services, liaising with technology providers on behalf of operators and flight departments.
2. CARION's Responsibilities
- Provide all contracted services with the skill, diligence and professionalism expected of a specialist aviation ground services operator.
- Deploy trained, properly equipped and operationally briefed personnel for every service assignment.
- Comply with applicable airport authority regulations, FBO ground handling rules and aircraft manufacturer guidelines at all times.
- Maintain active insurance coverage for all operational activities as described in CARION-INS-01.
- Protect the confidentiality of all client, crew and passenger information in accordance with CARION-POL-03 and CARION-POL-04.
- Notify the client immediately of any incident, damage, delay or deviation from the agreed service scope during or after service delivery.
- Operate a 24/7 Operations Control Centre (OCC) for real-time coordination and incident management.
3. Client's Responsibilities
- Provide accurate and complete flight, aircraft and service requirement information within the agreed lead time.
- Ensure CARION personnel have the necessary ramp, apron or terminal access to deliver the contracted service.
- Notify CARION of any aircraft-specific restrictions, sensitive equipment or special handling requirements prior to service commencement.
- Ensure the aircraft is in a safe and accessible condition for ground service operations.
- Inform CARION of any hazardous materials, dangerous goods or sensitive cargo on board prior to service.
- Comply with all applicable airport and FBO rules that affect the delivery of CARION's services.
4. Operational Standards
All CARION operations are governed by a Safety-First principle. Personnel are authorised to pause or halt any service if a safety risk is identified, without prior client authorisation.
Every service is executed against a documented checklist specific to the service type and aircraft category, ensuring consistency and traceability across all operations.
CARION personnel are prohibited from photographing, filming or sharing any information relating to the aircraft, client, crew or passengers without prior written authorisation.
Upon completion of each service, CARION provides a written service completion report or handover confirmation to the designated client contact or crew representative.
5. Subcontracting & Third Parties
CARION may engage vetted third-party suppliers for specific elements of the service. In all cases:
- CARION remains the primary point of responsibility for overall service quality and coordination.
- Subcontractors are selected and supervised in accordance with CARION's operational and confidentiality standards.
- The client will be informed in advance if any material element of the service is to be delivered by a third party.
CARION operates a 24/7 Operations Control Centre responsible for service coordination, real-time communication with clients and crews, incident management and escalation. All service-related communications, changes and incidents are channelled through the OCC to ensure full operational traceability.