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The IATA Safety Audit for Ground Operations (ISAGO) is a global safety oversight program designed to improve the operational quality, consistency, and safety performance of Ground Handling Service Providers (GHSPs). ISAGO promotes the:

  • Implementation of robust management systems, 
  • Use of standardized operational procedures, 
  • Reduction of operational variations by enhancing the harmonization of best practices across airlines, airports, regulators, and ground handling stakeholders.
  • Safety risks reduction 
  • Decrease or/and elimination of redundant audits

All ISAGO audits are performed by highly qualified auditors who are members of the Charter of Professional Auditors (CoPA). 

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Benefits

  • Improved safety performance of GHSPs  and reduction of safety risks in ground operations
  • Standardization  of ground operations
  • Cost and audit/auditor-days reduction
  • Global recognition and acceptance (by airlines, airport, regulators)
  • Independent GHSP’s management system validation in accordance with industry standards

About the program

Launched in 2008 in response to industry demand, ISAGO was created to reduce the safety risks and significant incident-related costs associated with ground operations. The primary objective is to strengthen safety by assessing GHSPs effective implementation of its management systems and standardized operational procedures as well as to reduce both, duplication and oversight costs.

In June 2025, ISAGO introduced enhancements with a new audit methodology that responds to industry expectations for:

  • Deeper implementation assessment
  • More streamlined standardization of procedures and training
  • Reduced operational variability across station networks

Compliance with industry standards

ISAGO is an accreditation program that verifies GHSP compliance with leading industry standards including IGOM; AHM and ICHM. The program also includes independent assessment of a GHSP’s Safety Management System (SMS) in alignment with ICAO Annex 19 requirements.

Audit Type Audit Disciplines Applicable Standards

Headquarters (MHQ)

 Organization & Management (ORM)   AHM Ch.6 - AHM 601/610/615/616/617/620  
Training (TRN) AHM 1110

Station (STN)

 Organization & Management (ORM)   AHM Ch.6 - AHM 601/610/615/616/617/620  
Training (TRN) AHM 1110
Passenger Handling (PAX) IGOM Ch.1
Baggage Handling (BAG) IGOM Ch.2
Ramp Handling (RMP) IGOM Ch.3-4
Load Control (LOD) IGOM Ch.5
Cargo & Mail Handling (CGM) ICHM Ch.7-13

How it works

An ISAGO registration begins with an audit of the GHSP’s corporate headquarters. This audit covers the management systems that govern ground operations throughout the GHSP’s station network. At least one Station Accreditation is required and is obtained through an audit of the ground operations implemented at that station.

Both ISAGO registration and station accreditation are granted once all findings are closed, and remain valid for 24 months.

ISAGO registry

ISAGO registry is now available on ONE Source. 

  • There are 230+ ISAGO registered GHSPs globally
  • There are 430+ ISAGO-accredited stations at 235+ airports worldwide

Access to ISAGO audit reports is restricted to ISAGO member airlines only. 

If you are ISAGO GHSP and your customer airline is on the list of ISAGO member airlines, please contact them directly to find out how to reduce the cost/time of the oversight activities.

GHSP preparation for the audit

Thank you for your interest in becoming an ISAGO-registered/accredited Ground Handling Service Provider (GHSP). Below are the key steps to prepare for your ISAGO audit:

How to apply

Interested in ISAGO Registration or Station Accreditation?

  • For GHSPs seeking their first ISAGO Registration:
    Submit an application for an initial Headquarters and Station audits. Detailed instructions are available in the ONE Source User Guide (pdf).
  • For existing registrations and accreditations due for renewal:
    No action is needed; your renewal audit(s) will be automatically included in the annual audit allocation cycle.

For more information or assistance, please contact: isago@iata.org 

Preparation steps

  1. Sign up or log in to IATA Customer Portal account
  2. Request OneSource access
    • Add OneSource Service through your IATA Customer Portal account, it will appear under “Available Services”. If you already have access, it will appear under “My Services.”
    • Create station account(s).
  3. Request initial audits
    • Once station is approved you will be able to schedule audit for the initial station that your GHSP wishes to be accredited for.
    • Full instructions are in the ONE Source User Guide
  4. Complete your GHSP profile on IATA Connect
    • Add IATA Connect Service through your IATA Customer Portal account, it will appear under “Available Services”. If you already have access, it will appear under “My Services.”
    • Refer to Introduction IATA Connect for full instructions and videos.
    • Complete and publish your company account(s) profile.
  5. Complete audit agreement
    • IATA will send the agreement via the Legal Portal.
    • Steps 1–3 must be completed before this stage.
    • After signing, IATA will issue the invoice.
  6. Audit scheduling
    • IATA assigns an ISAGO Agent (GOA) to coordinate your audit(s)
    • GOA contacts you to schedule dates, assign auditors, and manage logistics.

In parallel:

  1. Sign up for OPS Portal
    • Complete the online form at OPS Portal.
    • You’ll receive an invitation link to access the portal for gap analysis.
  2. Publish gap analysis
    • Compare your MHQ and STN(s) against industry standards (IGOM, AHM Ch.6, AHM 1110, CGM-GOSM Ed10 Rev1 ( CGM replaced by ICHM from 1 Mar 2026).
    • Prepare for the audit.

ISAGO for Airports/Regulators

Are you an airport or regulator interested in the benefits from ISAGO?

Airport ramp is a challenging work place. Any incident impacts not only operations, causing delays and  costs, but ramp incidents can also impact the safety of people, airplanes, airport’s equipment and facilities.

What can ISAGO offer you?

 

  • Complementary data about GHSP performance/compliance and benchmark opportunities
  • Compliance with ICAO Doc 10121 Manual on Ground Handling and ICAO Annex 19
  • Reduction of scope/frequency/cost of  your own oversight activities
  • AMC (An Acceptable Means of Compliance) to your regulatory/airport  requirements
  • Harmonization everyone operates according to the same standard (some variations may apply)
  • Strengthening the licensing scheme for GHSPs at the airports

Contact us at isago@iata.org to sign Memorandum of Understanding (MoU).

Standards and Audit methods changes

Description of change

 

  • ISAGO checklists will be mirroring AHM/IGOM/ICHM requirements and ISAGO will be assessing conformity with industry standards as published in various IATA’s industry manuals.
  • Documentation assessment will be done remotely via Operational (OPS) Portal.
  • GHSP will be requested to submit a gap analysis/self-assessment defining their adoption of applicable IGOM and AHM requirements as per scope of their operations
  • GHSP will be able to submit one gap analysis/self-assessment and clone it within their station network - including the possibility to modify it locally where needed to reflect variations. 
  • The gap analysis/self-assessment will be remotely validated by the auditor. 
  • Further details on these changes can be found in the ISAGO Audit Handbook Ed.1 (pdf).

For more information refer to the recordings from:

Questions and answers can be found in:

As of April 2025

Need to know more

Standards applicable to ISAGO audits will be as follows:

  • ORM: AHM 600
  • TRN: AHM 1110
  • PAX – IGOM 1
  • BAG – IGOM 2
  • RMP – IGOM 3 & 4
  • LOD – IGOM 5
  • CGM – GOSM Ed10 Rev1 (ICHM)

The new ISAGO checklists (headings only) are published as part of the AHM and IGOM Toolbox/ISAGO.

The first edition of the  detailed ISAGO Checklist includes standards from IGOM Edition 13, AHM Edition 45 and the ISAGO Standards Manual (GOSM) Edition 10 (CGM). The ISAGO Checklist will be effective from April 2025 to December 2025. According to the ISAGO standards management change, the standards from the IATA Cargo Handling Manual (ICHM) will replace the CGM module effective January 2026.

Access to the ISAGO Checklist in XLS and CSV is provided at a discounted rate to ISAGO member airline. For further details please contact isago@iata.org.

ISAGO GHSP will be provided with the ISAGO XLS and CSV Checklist once they sign the revamped audit contract.
  • GHSP is required to adopt AHM, IGOM, ICHM
  • Prior to each audit, the GHSP is required to submit or update a gap analysis/self-assessment with industry standards using an online tool (OPS Portal)
  • Gap analysis/self-assessment can be done by MHQ or STN – it’s a decision of each GHSP.
  • Gap analysis/self-assessment can be modified or cloned to save time / manpower.
  • Gap analysis/self-assessment requires recording a GHSP’s documentary references and its accuracy will be validated remotely by the auditors (sampling method will apply)
  • Completed and validated gap analysis/self-assessment will be equivalent to the documentation assessment. 
  • The revamped ISAGO checklists will be used in the audit software for an implementation assessment. 

Join OPS Portal today and do your gap analysis with IGOM Ed13. Align with IGOM where feasible or declare a variation.  

Use the excel files available in AHM and IGOM Toolbox to perform the gap analysis with AHM 600, 1100 and CGM. Align where feasible.

OPS portal will include AHM and CGM audit standards as of February, 2025. At that point of time, you will be able to transfer the excel gap analysis data to the OPS portal.

ICHM checklist will replace GOSM/CGM in 2025 and will be effective as of January 2026.

MHQ (Headquarters) audits will cover ORM and TRN and GHSP will have the option to undergo MHQ audit remotely.

An accuracy of the documentation self-assessment as submitted by the GHSP through the OPS portal, will be sampled by the auditor.

STN (Station) audit will be even more dedicated to an implementation assessment.

Audit program management simplification

Description of change

 

Various program enhancements are in progress or under consideration to improve the customer experience with the program’s management.

To name a few:

  • Contract and payment process simplification 
  • Implementation of online account management for GHSPs
  • Introduction of CRM (Customer Relationship Management) tool to address GHSPs’ inquiries.
  • Mobile audit software application
  • Interactive data ISAGO audit report to be shared with GHSPs.
  • GOPM revamp to better serve for its purpose.

Benefits

 

  • Simplification of the program
  • Improved customer experience 
  • Better value for GHSPs 
  • Clear understanding of program’s provisions
Today Future Timeline
  • Contracts and invoicing are done via e-mail.
  • Multiple different files and tools need to be maintained and updated to manage the program.
  • All communication with GHSPs is done via e-mail, there is no tracking system for inquiries and FAQ.
  • Auditors make assessments on-site and once on Wi-Fi and on their laptops then they can enter the assessment into the audit software.
  • Audit report in pdf form is shared via e-mail.
  • GHSP should be able to purchase an ISAGO audit through the IATA online store, using a credit card. Audit agreement would be replaced by confirming Terms and Conditions.
  • Invoicing should go through SIS.
  • The account management online tool should be in place as the platform for information exchange with GHSPs.  It will facilitate tracking and monitoring of inquires (CRM) as well as following the audit process flow and status.
  • Auditors should be able to use a mobile application when doing on-site assessment.
  • Audit data should be available to GHSPs and airlines through PowerBI analytics.

2024 -2025

  • All activities are in progress and under development.
  • Launch is anticipated for 1st of April, 2025