Daily in our airports, ground handlers enable thousands of safe departures and arrivals, supporting the movement of millions of passengers. Ground handlers play a vital role in shaping the passenger experience at airports. It is a massive, coordinated effort. Often behind the scenes, but never out of mind.
This is moreso as the aviation industry faces an operating environment which is more demanding than before. Now there is the challenge of tighter turnaround times, various regulations, the urgent need to digitalize, the challenge to decarbonize and the non-negotiable requirements of safety.
Ground handlers face various challenges, such as managing peak periods that will entail handling large volumes of passengers during peak travel periods. In some airports this challenge may account for the disparity in baggage wait times by passengers between peak and non-peak periods. Another is maintaining high standards of safety and security for passengers and their belongings. They too have to respond to evolving passenger expectations and preferences.
At the recently held International Air Transport Association (IATA) Ground Handling conference in Nairobi, Kenya, four priorities were top on the agenda namely: Embedding Safety in Every Action, Global Standardization of Processes, Enhancing Baggage Operations, and Building a Sustainable and Inclusive Way Forward. This was the emphasis of the speech by Monika Mejstrikova, IATA director of ground operations.
With respect to embedding safety in every action she pointed out that in 2024, for the first time, ground-related fatalities involving aircraft were included in IATA’s global safety taxonomy. Now there is a much clearer and more comprehensive picture of safety risks in ground operations. And with that data there is now a better capability to manage those risks using IATA’s Accident Data Exchange (ADX) as well as the Incident Data Exchange (IDX).
With respect to the global standardization of processes, she reiterated the fact that global standards are the foundation of safe, efficient operations. This includes ground operations for which the IATA Ground Operations Manual (IGOM) and the Airport Handling Manual (AHM) are the defining requirements — procedurally and contractually.
Modern baggage operations, the speech pointed out, are central to the passenger journey. So, IATA launched a 10-year roadmap, built around three pillars: Information Exchange and Data Standardization – where outdated messaging systems are replaced with modern, API-based messaging to improve data quality, reduce costs, boost security, and future-proof operations. The other is Tracking and Automation – which is driving adoption of technologies like electronic bag tags, RFID, GPS, and Bluetooth Low Energy, the technologies that enable end-to-end baggage tracking and paperless handling. The third is Claims, Fraud Prevention & Passenger Experience – This is targeting inefficiencies in the claims process and helping prevent fraud through the use of AI, predictive analytics, and camera-based technologies and robots.
With respect to Building a Sustainable and Inclusive Way Forward, it stated: “Electrifying GSE can cut emissions by between 35-52% per turnaround. To support the industry’s transition to electric GSE, IATA has released guidance covering everything from operational planning and battery strategies to infrastructure readiness and safety protocols. It also includes economic modelling tools to support smart investment decisions.”
Inclusivity and its complex demand led her to say:
“There are over 400 types of mobility aids — many powered by lithium batteries. Airlines must accept them, often with no advance notice. Guidance is often incomplete or missing. We’re working with regulators and manufacturers to close these gaps. Because inclusive travel isn’t optional — it’s essential.”
The speech concluded by saying: “Ground handling is more than a support function. It is strategic infrastructure. It ensures safety. It drives efficiency. It shapes the passenger journey.”
For the passenger journey it does this in various ways: The passenger journey is enhanced through streamlining check-in processes and ensuring timely baggage handling. Ground handlers can offer personalised services, such as tailored assistance for passengers with special needs or preferences. Providing clear and timely communication about flight schedules, delays, or cancellations can help manage passenger expectations and reduce stress. Ensuring smooth transfers between flights or modes of transportation can minimize travel disruptions and improve overall satisfaction. Collecting feedback from passengers can help ground handlers identify areas for improvement and implement changes to enhance the passenger experience.
Some best practices for ground handlers to enhance the passenger experience include: Providing ongoing training for ground handling staff on customer service, cultural awareness, and passenger handling; Leveraging technology, such as mobile apps or self-service kiosks, to streamline processes and improve efficiency; Prioritising passenger needs and preferences to deliver personalised services; Working closely with airlines and airports to ensure seamless operations and enhance the overall passenger experience.
By addressing these challenges and implementing best practices, ground handlers can significantly enhance the passenger experience at airports.
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