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How can you coordinate with ground handling services to ensure smooth passenger and cargo operations?

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As a pilot or a flight operator, you know how important it is to coordinate with ground handling services to ensure smooth passenger and cargo operations. Ground handling services are the activities that take place on the airport apron, such as loading and unloading, refueling, catering, cleaning, and security. They can affect the safety, efficiency, and customer satisfaction of your flight. In this article, we will share some tips on how to coordinate with ground handling services to avoid delays, errors, and conflicts.

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Omar Hosari

Founder & CEO at UAS | Board of Governors at AsBAA
Ahmad M. Mandili

Director of MRO Operations Systems | Vision 2030 | Executive Management | Operations Technology | Digital…

1 Know your requirements

Before you arrive at your destination, you should communicate your requirements to the ground handling service provider. This includes the type and quantity of fuel, the number and weight of passengers and cargo, the catering and cleaning needs, the security checks, and any special requests. You should also confirm the payment method, the contact person, and the emergency procedures. By knowing your requirements, you can avoid misunderstandings and ensure that the ground handling service provider is prepared to meet your expectations.

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Ahmad M. Mandili

Director of MRO Operations Systems | Vision 2030 | Executive Management | Operations Technology | Digital Transformation | AMOS SME | Prosci? Certified Change Practitioner
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Understanding your requirements is paramount for effective coordination with ground handling services. Clearly defining passenger and cargo needs ensures seamless operations. Share specific details like turnaround times, cargo specifications, and passenger service expectations. Regular communication, real-time updates, and a collaborative approach enhance efficiency. Be proactive in addressing challenges, fostering a partnership mentality with ground handlers for a well-coordinated and smooth operational flow.

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Sunil Zephaniah Kanaparthi

Senior Consultant, Airline & Airport Marketing at Andhra Pradesh Economic Development Board
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Every Airline will have a supervisor and required loaders (employed by the respective Airlines which operate at a particular Airport) Based on the number of Pax they will position the containers . They load the baggage in the containers and load the baggage and cargo ( Pax baggage and cargo will be in different containers. This the SOP FOR EVERY Airline. One official of each Airline will be at the aircraft to oversee the loading of baggage and cargo.

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2 Follow the standard procedures

When you are on the airport apron, you should follow the standard procedures for ground handling operations. This includes using the correct signals, marshalling, and communication methods, following the safety rules and regulations, and respecting the roles and responsibilities of each ground handling staff. You should also check the documents and records of the ground handling service provider, such as the load sheet, the fuel receipt, and the security certificate. By following the standard procedures, you can reduce the risk of accidents, incidents, and violations.

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3 Communicate effectively

During the ground handling operations, you should communicate effectively with the ground handling service provider. This means using clear and concise language, confirming the information and instructions, and reporting any problems or changes. You should also use the appropriate channels and devices, such as the radio, the interphone, or the headset, and maintain a professional and courteous tone. By communicating effectively, you can enhance the coordination and cooperation between you and the ground handling service provider.

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Omar Hosari

Founder & CEO at UAS | Board of Governors at AsBAA
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Good communication relies on good rapport and good working relationships between trip support companies, operators, and suppliers. Understanding how your suppliers work, knowing who to speak with, and judging how often is necessary to be in touch are all sift skills that enhance the quality and effectiveness of communication hugely. Also, having a dedicated team member on the ground (or offsite) to deal with the supplier will eliminate the chances of any miscommunication and allows easier access in cases of last-minute requests, etc.

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4 Monitor the performance

After the ground handling operations are completed, you should monitor the performance of the ground handling service provider. This means reviewing the quality and timeliness of the services, evaluating the customer feedback, and identifying any areas for improvement. You should also provide feedback and recognition to the ground handling service provider, and address any issues or complaints that may arise. By monitoring the performance, you can improve the relationship and trust between you and the ground handling service provider.

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5 Learn from the experience

Finally, you should learn from the experience of coordinating with ground handling services. This means reflecting on what went well and what went wrong, analyzing the causes and effects of the outcomes, and applying the lessons learned to your future flights. You should also share your experience and knowledge with other pilots and flight operators, and seek their advice and suggestions. By learning from the experience, you can enhance your skills and competence in coordinating with ground handling services.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you coordinate with ground handling services to ensure smooth passenger and cargo operations?

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1 Know your requirements

2 Follow the standard procedures

3 Communicate effectively

4 Monitor the performance

5 Learn from the experience

6 Here’s what else to consider

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