The verdict in three sentences
At DXB and DWC, a ground handler working hundreds of turnarounds a day still leaks 3 to 6 % of billable services: a GPU left on 40 extra minutes, an extra pushback, a PRM assistance never invoiced. Custom ground handling software that plans staff and equipment per flight, captures service records on tablets and bills according to SGHA annexes costs, as a 2026 order of magnitude, AED 1.5 to 3.5 million (about USD 410,000 to 950,000) for a 6 to 9 month programme. On revenue measured in hundreds of millions of dirhams, recovered services pay for the project within the first year.
Why services leak between the apron and the invoice
The duty manager receives the flight schedule and assigns ramp agents, tugs, loaders, GPUs and buses. On the ground, services are recorded on paper or basic forms, signed by the airline representative, then rekeyed by billing days later. Each airline has its own Annex B under the IATA Standard Ground Handling Agreement, with flat rates by aircraft type and extra services by unit or minute. Errors creep in at every step, and the IATA Airport Handling Manual (AHM) sets the process and message standards everyone expects.
| Leak point | Common situation | With handling software |
|---|---|---|
| Service records | paper, lost or unreadable in 2 to 4 % of cases | time-stamped tablet signature |
| Extra services (GPU, ACU, PRM) | under-reported by 10 to 20 % | duration captured at start and stop |
| Airline invoicing time | 10 to 25 days | 1 to 3 days |
| Airline disputes | 3 to 5 % of invoices | about 1 % |
| Equipment utilisation | estimated | measured per turnaround |
| Handling-coded delays | analysed after the fact | IATA delay codes captured live |
These are 2026 estimates from handlers at large Gulf and international hubs and depend on the number of airlines and contract quality.
Modules and integrations
Five blocks make up the software. Resource planning builds staff and equipment needs from the seasonal schedule and movement messages (MVT, LDM) following AHM formats. The tablet app shows tasks per flight and records start and end times, equipment used and the representative's signature. The billing engine applies each airline's Annex B. Equipment tracking links usage, maintenance and availability. Reporting covers on-time performance, delays by code and margin per airline.
| Module | Integrations | Indicative 2026 market budget |
|---|---|---|
| Staff and equipment planning | seasonal schedule, MVT and LDM messages | AED 350,000 to 750,000 |
| Offline tablet app | signature, photos, time-stamps | AED 250,000 to 550,000 |
| SGHA billing engine | Annex B rates, currencies, credit notes | AED 300,000 to 700,000 |
| Equipment tracking and maintenance | hour meters, telematics, service alerts | AED 200,000 to 450,000 |
| Reporting and punctuality | IATA delay codes, margin per airline | AED 150,000 to 400,000 |
| ERP interface | export to SAP, Oracle or the finance system | AED 250,000 to 650,000 |
At Kolonell, each standalone module falls into the complex application band, 7,000,000 to 15,000,000+ FCFA (10,670 to 22,870+ EUR); the full multi-module scope is priced in a detailed quote after scoping with operations and billing. Maintenance ranges from 35,000 to 120,000 FCFA (53 to 183 EUR) per month, with any extended on-call level set in the quote. See our custom web applications page.
Plan: 6 to 9 months, in phases
Phase 1 (3 months): tablet service records and SGHA billing, where the immediate gain sits. Phase 2 (2 to 3 months): resource planning and equipment tracking. Phase 3 (1 to 3 months): reporting and ERP interface. Airside access, rugged devices and apron Wi-Fi coverage must be cleared with the airport operator during scoping, and security approvals can add several weeks.
Mini case study
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Omar, head of operations at a Dubai ground handler, invoices AED 220 million a year to about 40 airlines. A three month review shows 4 % of services delivered but not billed or disputed without proof. Recovering three quarters of that, 3 %, brings in AED 220,000,000 x 3 % = AED 6.6 million a year. Invoicing time also drops from 18 to 2 days: with about AED 18 million billed each month, roughly AED 9.6 million of receivables arrive earlier. A AED 2.5 million programme pays back in under five months of recovered services.
FAQ
Does it replace the airlines' departure control systems?
No, check-in and load control stay in airline systems. The software consumes the useful messages (MVT, LDM) for planning and billing.
Do tablets work without signal on the apron?
Yes, records are stored locally and sync once back in coverage. A rugged tablet typically costs AED 3,000 to 7,000.
How do we handle 40 different Annex B contracts?
Each contract is configured in the billing engine: flat rate by aircraft type, unit services, night surcharges. Allow 1 to 2 days of setup per airline.
How soon do we see results?
Phase 1 goes live in about 3 months. Recovered services show up in the next billing cycle.
Is the data secure?
Yes, with role-based access, audit logs and hosting chosen in the quote, in line with the UAE Personal Data Protection Law for staff data.
Let's scope your project. Share a sample of service records and two Annex B contracts, and we will scope phase 1 and its go-live schedule. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
