Leaders Year
Celebrating the 2025 Leaders of the Year
Leadership shines in many ways in this year’s award recipients
No two leaders are alike, but one thing is certain, we all know a leader when we meet one.
Take our Team Leader of the Year winner,
Amanda Walker, for example. Controller/ general manager at Bassco Services, a Texas-based aviation fuel farm system specialist, Walker was nominated by a colleague, Trevor Langdon, who admires what he describes as a management style de ned by trust and openness, where employees feel free to safely voice concerns without fear of negative repercussions. The result, he says, is a collaborative and proactive work culture where potential issues are addressed swiftly and effectively.
JENNY LESCOHIER Editor In Chief jlescohier@endeavorb2b.com
Walker clearly understands that humility is a vital tool with which to win the hearts and minds of her staff. And in a business where safety is tantamount to success, her approachable style is not simply nice to have, it’s potentially saving lives too.
Our Service Leader of the Year, Servicios Aeroportuarios Andinos S.A. (SAASA), a Peruvian member of Group ANDINO, leads through a growth mindset aimed at pushing its boundaries, both physically and guratively. Nominated by Regional Manager of Security Guillermo Vega, SAASA is working toward its goal of “internationalization” through a strategic focus on differentiation, rather than direct competition with established players.
According to CEO Enrique Vargas Loret De Mola, the company’s philosophy is encapsulated by the mantra, “SAASA is not the competitor but the future” and the motto “Leading the Way…!” This vision is brought to life through personalized services, tailormade solutions designed to meet speci c client needs, and a commitment to listening to and acting upon customer feedback.
The winning Product Leader of the Year is none other than Mallaghan’s Skybelt. Developed in response to the evolving needs of the aviation industry, this belt loader employs a patented lifting mechanism that drastically reduces the possibility of the operator inadvertently impacting aircraft with the front end of the conveyor, particularly during crucial rear adjustments. The result offers crews an unprecedented level of control and con dence.
Finally, we posthumously honor Don Redwine, director of GSE at Southwest Airlines, with our Lifetime Achievement award. While he passed away in March of 2024, Redwine is known to be a true gentleman, a visionary leader, and a dedicated family man. His legacy lives on in the safety standards he upheld, and also in the countless lives he touched both personally and professionally.
GSW extends its sincere congratulations to all award recipients.
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TOP NEWS
IATA Launches Global Baggage Roadmap
The International Air Transport Association (IATA) launched a 10-year Global Baggage Roadmap to modernize baggage operations. Developed with airlines, airports, and industry partners, the roadmap sets a clear path to improve both operational efficiency and traveler satisfaction.
“Baggage is important for travelers. When they check a bag, they expect it to arrive on time. And if it doesn’t, they want to know where it is. That is confirmed by recent IATA polling showing 81% of travelers want better tracking, 74% expect real-time updates on their mobile phones and 67% are willing to switch to electronic bag tags. The Global Baggage Roadmap will move us closer to the automated digital baggage services that travelers want,” said Monika Mejstrikova, IATA’s director of ground operations.
Baggage Information Exchange and Data Standardization is an initiative to align how baggage information is shared among airlines, airports, and partners. For
passengers, replacing legacy systems like teletype with modern messaging standards will mean faster baggage reconciliation, fewer delays due to data errors, and more reliable service recovery when issues arise. Driving transformation toward this new APIdriven baggage messaging standards will significantly reduce the airline industry’s annual spending of US$1 billion on teletype messaging.
Baggage Tracking and Automation will provide visibility throughout the journey. This includes the use of electronic baggage tags, GPS tracking, and robotics that will enable passengers to track their bags in real time and experience smoother transfers and arrivals.
Streamlining the baggage claim process, combating fraud, and enhancing the customer experience so airlines can resolve passenger’s claims faster and have better protections from baggagerelated fraud is another focus.
“This Roadmap will consolidate the progress of previous initiatives to modernize baggage processes and
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take a holistic view of where we need to be in 10 years. With the buy-in of all stakeholders we are better placed than ever to improve traveler satisfaction by delivering the digital, automated, and customer-focused service that they get in many other sectors,” said Mejstrikova.
The Global Baggage Roadmap aligns with IATA’s broader efforts to modernize ground operations, enhance safety, and improve the passenger experience. IATA will work closely with stakeholders to develop implementation guidance, provide training, and monitor progress.
TYLER OLSON
Swissport and Aurrigo Launch First Global Pilot of Autonomous Ground Handling Solutions at Zurich Airport
Swissport has partnered with UK-based Aurrigo International plc to conduct its first-ever global pilot of autonomous ground handling technologies at Zurich Airport, marking an important step in Swissport’s innovation roadmap.
The initiative includes the deployment of a digital simulation platform, and a live trial of a fully autonomous electric vehicle designed to explore new efficiencies in airside logistics.
The collaboration will launch at Zurich Airport, positioning Swissport as a pioneer in next-generation intelligent Ground Service Equipment (iGSE) and as a forward-looking, tech-enabled ground handler.
“This partnership marks a key milestone in Swissport’s innovation journey,” says Warwick Brady, President & CEO of Swissport International.
“By integrating autonomous technologies into our operations, we
are taking a next step in redefining ground handling - improving safety, boosting efficiency, and supporting the sustainability ambitions of our airline and airport partners across our global network.”
Professor David Keene, CEO of Aurrigo International, said, “This partnership with Swissport is a pivotal step in scaling autonomous innovation across global aviation. This agreement underscores our shared commitment to long-term collaboration, innovation, and operational excellence in aviation automation.”
MASkargo, Qatar Airways Cargo and IAG Cargo Announce Intention to Launch a Global Cargo Joint Business
MAB Kargo Sdn Bhd (MASkargo), Qatar Airways Cargo and IAG Cargo have announced their intention to launch a global cargo joint business, which, subject to regulatory approval, which will enable the carriers to further enhance existing service level to customers and partners across the global air freight market.
The collaboration will combine the expertise and infrastructure of three leading players in the air cargo industry and is aimed at creating significant customer benefits.
A streamlined product offering, enhanced connectivity, faster transit times, and new routing opportunities across their combined extensive networks will deliver greater value and service flexibility to customers
worldwide. The parties are jointly working at developing industry-leading harmonized safety and security standards for their customers.
This partnership will improve the accessibility and efficiency of air freight, enabling customers to expand their global air freight. MASkargo, Qatar Airways Cargo, and IAG Cargo plan to build a truly connected, more agile cargo network that will address the evolving needs of global trade and logistics.
Executive Director of Airforwarders
Association Says ‘Freeze Tariffs, Not Trade’ “We need to freeze tariffs, not trade,” said Brandon Fried, executive director of the Airforwarders Association (AfA) to the crowd assembled at the kick off of the CNS Partnership Conference in Miami on May 14.
The event, hosted by the Cargo Network Services Corporation (CNS), May 13-15 in Miami, centered on the theme “Evolution and Resilience: Keys to the Future of US Air Cargo.”
The networking event for the US air cargo industry brings together around 700 stakeholders and representatives from across the air cargo value chain, creating a forum for discussion and debate.
In his welcome address, Fried urged the stabilization of tariffs while the Trump administration’s trade negotiations continue.
“Tariffs aren’t bad for the supply chain, but erratic policy is,” he stated.
The US government has announced wide-ranging tariffs on almost all nations following Trump’s inauguration, starting with a 25% tariff on almost all Mexican and Canadian goods in February this year.
“We understand these tariffs were initially set to balance the trade deficit of foreign goods entering the US, and that tariffs are a commonplace mechanism of international trade.
“The instability caused, however, by mass tariff implementation, negotiation, and bilateral agreements, as well as inevitable disputes over high rates, has hit our industry, and we need to freeze tariffs, not our ability to trade.”
AURRIGO INTERNATIONAL
AURRIGO INTERNATIONAL
Lufthansa Cargo to Market Cargo Capacities of ITA Airways and Adds Rome as its 5th Hub
Starting in June 2025, Lufthansa Cargo will start marketing the cargo capacities on ITA Airways routes. With the integration of Rome (FCO) as its cargo hub in Southern Europe, the carrier is adding further routes, capacity and destinations around the globe to its dense network.
help us offer flexible and quality solutions to our customers.
IATA Highlights Safety, Baggage, Global Standards and Sustainability as Ground Handling Priorities
For flights starting from June 16, 2025, Lufthansa Cargo will start marketing the cargo capacity under its own AWB prefix from São Paulo (GRU), Rio de Janeiro (GIG) and Buenos Aires (EZE) to Rome.
On all other routes, both airlines will initially continue to operate under two separate AWB numbers. Following regulatory approvals, Lufthansa Cargo will gradually take over the marketing of the Italian airline’s belly capacities on all continental and intercontinental routes under its own AWB prefix.
Overall, the global belly capacities available to Lufthansa Cargo customers will then increase by almost 20%. In future, cargo customers will have access to an even denser global network, including the belly capacities marketed within the Lufthansa Group, connecting all major economic centres in Europe and the world.
“Along with our partner ITA Airways, we are excited to offer our customers even more attractive routes, additional capacities and solutions to and from Europe as well as worldwide to meet their transportation needs. The extended network further reinforces Lufthansa Cargo’s purpose of enabling global business. In addition to Frankfurt, Munich, Vienna and Brussels, Rome will be our 5th hub that will
Our customers will benefit from even more reliable, faster connections to and from Southern Europe and avail the known Lufthansa Cargo solutions and services via Rome,“ explains Ashwin Bhat, CEO of Lufthansa Cargo.
Joerg Eberhart, CEO and general manager of ITA Airways, says, “We are excited to dive into the synergies with the Lufthansa Group in the cargo sector. Thanks to the extensive Lufthansa Group fleet, combined with ITA Airways capacity, our customers will benefit from an enhanced service and a broader network, leveraging the destinations offered by the Group and exploiting the high potential of Fiumicino, our hub.“
The International Air Transport Association (IATA) highlighted four priorities for ground handling at the IATA Ground Handling Conference (IGHC) which opened in Nairobi May 13, hosted by Kenya Airways:
• Embedding safety in every action
• Driving global standardization
• Enhancing baggage operations
• Building a sustainable and inclusive way forward
“Ground handling is essential for aviation. It ensures safety, enables efficiency, and shapes the passenger experience,” said Monika Mejstrikova, IATA’s director of ground operations. “As the complexity of today’s operating environment increases - tighter turnarounds, regulatory pressure, and the drive to decarbonize - the industry must come together to embed safety in every action, accelerate global standardization, and build a more sustainable and inclusive way forward.”
airBaltic Officially Opens the Baltic Cargo Hub
Latvian airline airBaltic, together with its key stakeholders, officially opened the new Baltic Cargo Hub at RIX Riga Airport – one of the largest air cargo handling facilities in the Baltics.
The Baltic Cargo Hub is designed to support the growing demand for efficient and modern air cargo services at RIX Riga Airport. Located directly at cargo apron and equipped with advanced semi-automatic material handling systems, the facility will enable swift and seamless cargo processing. It features such unique features as temperature-controlled rooms for sensitive materials – pharmaceuticals, as
well as dedicated areas for dangerous goods, live animals, and valuables. Integrated Food and Veterinary Service facilities and a Customs checkpoint will further streamline cargo operations.
Pauls Calitis, interim CEO and COO of airBaltic, said: “The opening of the Baltic Cargo Hub samarks a major milestone in strengthening the air cargo infrastructure in the region. This state-of-the-art facility will significantly increase cargo handling capacity at the Riga Airport – up to 45 000 tonnes of cargo annually – and is open to all carriers looking to expand in the Baltics.”
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TEAM LEADER OF THE YEAR 2025: Forging a Culture of Excellence at Bassco Services
Under Amanda Walker’s leadership, employees feel secure voicing concerns without fear of judgment or negative repercussions, fostering a collaborative and proactive atmosphere
BY JENNY LESCOHIER
In the time-sensitive world of aviation ground support, effective leadership isn’t a theoretical concept; it’s the bedrock upon which safety, ef ciency, and operational success are built.
Amanda Walker is the recipient of the 2025 Team Leader of the Year award from Ground Support Worldwide and a pivotal gure at Bassco Services, a Dallas, Texas-based aviation fuel farm system specialist offering custom fuel farm design services, aviation fuel distribution operation services, and equipment and facilities maintenance.
As controller/general manager, Walker has had a profound impact on the company and its people.
To truly understand Walker’s impact, it’s necessary to appreciate the environment she cultivates.
According to Trevor Langdon, aboveground storage tank inspector and GSE technician at Bassco – the company fosters a unique atmosphere, one where the demanding nature of the work is balanced by a strong sense of camaraderie.
For Langdon, who has been with Bassco for over three years, it’s an environment that feels more like a family than a conventional workplace.
This close-knit culture, he emphasizes, has been instrumental in
Bassco’s consistent growth and expanding in uence within the industry. And at the heart of this positive dynamic is Walker, who herself notes, “My time at Bassco has been marked by a strong commitment to operational excellence, safety, and team development.”
A pivotal career milestone Langdon credits Walker as a significant “driving force” in his career trajectory at Bassco, noting that her encouragement and belief in his capabilities facilitated his progression from an entry-level fuel technician to his current dual role as an inspector.
“Throughout my career, I’ve worked under many managers and supervisors, but Amanda stands out as one of the very best,” he said. “Her ability to approach situations from multiple perspectives allows her to consistently excel in her role.”
He continues, “She wears many hats at Bassco, often going above and beyond - working through weekends,
sick days, and long hours - to ensure the company runs smoothly. It’s easy to overlook just how much effort she puts in behind the scenes.”
Langdon’s experience is not an isolated one; he notes that Walker has been a similar catalyst for growth and exploration for many others within the company.
As she re ects on her own journey within Bassco, starting in 2015 as an accounts receivable clerk/dispatcher and progressing to roles as controller and general manager, she states, “Over the years, I’ve had the opportunity to grow with the company, taking on roles of increasing responsibility. Today, I’m proud to lead a dedicated team that consistently delivers high-quality ground support solutions.”
The foundation of Bassco’s culture
In his award nomination, Langdon articulates that Walker’s exceptional ability to consider situations from multiple angles allows her to consistently excel in her multi-faceted role at Bassco.
He points to Walker’s unique management style as the foundation of a workplace culture de ned by trust and openness. Under her leadership, employees feel secure in voicing concerns without fear of judgment
Amanda Walker, 2025 Team Leader of the Year
BASSCO SERVICES
or negative repercussions. This psychological safety is paramount in fostering a collaborative and proactive environment, where potential issues can be addressed swiftly and effectively.
Reflecting on the award itself, Walker humbly refers to the collective nature of success.
“This recognition means a great deal to me - not just personally, but also because it reflects the hard work and dedication of the entire Bassco Services team,” she says. “Leadership is never a solo effort, and I see this award as a shared achievement with the people who support and challenge me every day.”
Leading by example
When asked for specific examples that solidified his decision to nominate Walker, Langdon recounts a particularly challenging period in May and June of 2023. A new federal mandate requiring the installation of secondary overfill prevention systems on all refuelers sent ripples of urgency throughout the industry. Bassco was inundated with requests from clients scrambling to achieve compliance within a rapidly approaching deadline, including a significant account with multiple FBOs spread across several states. In the face of this industry-wide pressure, Walker’s leadership shone brightly.
Langdon describes how Amanda immediately took decisive action.
“She swiftly organized comprehensive training for Bassco’s technicians, equipping them with the necessary skills to perform the required installations,” he recalls. “Simultaneously, she skillfully coordinated with external subcontractors to manage the electrical work that fell outside the scope of the in-house team’s expertise.
“For three relentless weeks, Amanda worked tirelessly alongside her team. She navigated a constant
Walker alongside members of Bassco Services staff.
barrage of early-morning and latenight calls from technicians, subcontractors, and clients across multiple time zones, often operating on minimal sleep.”
Despite the inherent chaos and immense pressure of the situation, Langdon emphasizes that Walker remained remarkably composed.
“She kept the team motivated and never missed a chance to express her gratitude,” he says. “Stressful situations often reveal a person’s true character, and during that demanding time, Amanda proved exactly what kind of leader she is: resilient, compassionate, and unwaveringly committed.”
For Langdon, true leadership often has little to do with formal job titles or hierarchical authority.
“A great leader is someone who leads by example, who never asks others to do something they wouldn’t do themselves.
Amanda embodies this principle every day,” he says.
“I’ve seen her step in to cover roles across multiple departments without hesitation - whether it’s applying replacement decals to aboveground storage tanks, cleaning out dirty tanks, restocking shelves, or organizing warehouse spaces. She doesn’t lead from behind a desk; she leads through action and presence.
“Amanda consistently demonstrates humility, approachability, and a commitment to working through challenges side by side with her team. Her leadership isn’t just something she practices - it’s who she is,” Langdon said.
A true mentor
She kept the team motivated and never missed a chance to express her gratitude.”
— Trevor Langdon
Langdon’s nomination clearly resonates with Walker, as she expresses, “I have tremendous respect for Trevor Langdon and the leadership he brings to our organization. Knowing that he took the time to nominate meand to share such kind words - was both humbling and energizing. It’s a reminder of the importance of recognizing each other’s contributions and building a culture where leadership is encouraged at all levels.”
This hands-on approach aligns with Walker’s own leadership philosophy, as she states: “My main goal is to cultivate a culture where team members feel empowered, supported and motivated to deliver their best work. I want to lead by example, provide top tier support, fostering growth, accountability, and innovation.”
Looking toward the future, Walker adds, “I’m focused on driving operational improvements, mentoring emerging leaders, and helping our company continue to grow and set the standard for excellence in the ground support industry.”
Langdon says Walker’s leadership serves as a powerful reminder that true excellence is often built not through grand pronouncements, but through consistent support, unwavering dedication, and the quiet strength of leading by example.
BASSCO SERVICES
SERVICE LEADER OF THE YEAR
2025:
ISAASA Charts a Course for Excellence in Airport Services
This ground handling firm’s growth trajectory extends beyond its Peruvian borders, demonstrating a strategic focus on internationalization
n the dynamic and demanding landscape of ground support services, one company has not only carved a niche but is actively shaping the future of ground handling and cargo logistics.
Servicios Aeroportuarios Andinos S.A. (SAASA), a Peruvian member of Group ANDINO, has rapidly ascended from its humble beginnings to become a recognized leader, distinguished by its commitment to customer centricity, safety, and a proactive approach to industry evolution.
The genesis of SAASA in 2012 marked a pivotal moment for the Peruvian ground services sector. Recognizing the dominance of an established player, SAASA embarked on a path of strategic differentiation, explains CEO Enrique Vargas Loret De Mola.
Commencing ramp operations in 2013 with a single domestic airline client, followed by cargo handling and warehousing in 2019 with a regional carrier, SAASA’s initial footprint was modest yet imbued with ambition. This early stage laid the groundwork for a philosophy
BY JENNY LESCOHIER
centered on exceeding expectations and forging strong partnerships.
Vargas explains that a signicant cornerstone of SAASA’s infrastructure is its strategically located international cargo warehouse at Jorge Chavez International Airport in Lima.
“It offers 50,000 sqm for storage, more than 7,000 cubic meters of cold chambers for perishable and pharmaceutical cargo, areas for live animals and a large parking area available for customers and heavy transport,” he says. “An additional 100,000 sqm free space ensures projected expansion.”
From its Peruvian headquarters, SAASA has cultivated a robust domestic presence, extending its operations to key stations including Huaraz, Cuzco, Trujillo, Chiclayo, Iquitos, Tarapoto, Juliaca and Pisco. Within a mere ve years, the company has garnered the trust of a prestigious portfolio of rst-class airlines operating in the region.
While “ rst-class” typically refers to a cabin on the aircraft, the caliber of airlines such as AerCaribe, Iberia, Korean Air Cargo, Aeromexico,
Air France, KLM, Martinair, Qatar, Ethiopian, Air Europa, Volaris, BOA, DHL, SKY, LATAM, NAC, Aeroregional, and Iceland Air speaks volumes about SAASA’s service quality and reliability.
Business expansion and internationalization
SAASA’s growth trajectory extends beyond Peruvian borders, demonstrating a strategic focus on internationalization.
In 2022, Servicios Aeroportuarios Andinos Global acquired Globalia Handling in Mexico, rebranding it as SAASA Global Mexico. Operating at Mexico City International Airport (AICM), SAASA Mexico provides ramp and passenger services to prominent carriers like Iberia and Hainan China Airline. Furthermore, the CCO-SAASA Global manages an air cargo warehouse at Benito Juarez International Airport, serving Iberia and British Airways.
Further solidifying its global footprint, SAASA has secured authorization to perform passenger operations in Bogota, Colombia.
SAASA
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A significant milestone in its internationalization strategy is the 30-year concession awarded by AENA in January 2024 for the construction and operation of an air cargo terminal at Adolfo Suárez Airport in Madrid–Barajas, Spain.
Strategy for the future
The breadth of SAASA’s service portfolio is evident in the company’s comprehensive suite of airport services, encompassing ground support on ramp, passenger services, fixed base operations (FBO), cargo handling, warehousing, and cargo general handling agent (GHA) services.
In the air cargo warehousing sector within Peru, SAASA navigates a competitive landscape but has demonstrably captured significant market share through its differentiated approach.
From the outset, the company adopted a philosophy encapsulated by the mantra, “SAASA is not the competitor but the future” and the motto “Leading the Way…!” This vision is brought to life through three core tenets:
• Personalized services from the initial engagement
• Tailor-made solutions designed to meet specific client needs
• Commitment to listening to and acting upon customer feedback
This customer-centric approach manifests in various ways, including the provision of exclusive warehouse areas and lanes, customized cargo flows, development of bespoke IT solutions and systems integration, dedicated personnel for each airline partner, and the establishment of customized key performance indicators (KPIs).
The implementation of monthly focus group sessions with key stakeholders such as customs agents and freight forwarders, with an impressive 95% of suggestions implemented,
underscores SAASA’s dedication to continuous improvement and responsiveness.
“Differentiation must have a clear course and it was the search for excellence, even exceeding international standards,” Vargas says. “SAASA decided to prepare itself for the big leagues and of course, to assure a well-trained team was crucial. We found IATA’s Certifications as a valuable tool to achieve this goal and started the process to use the IATA Certifications as a standard.”
Achieving ISAGO certification for its headquarters and Lima station marked a significant step, followed by the prestigious IATA CEIV certifications, guaranteeing excellence in the handling of specialized cargo.
Completing this array, SAASA also attained the Smart Facility Operational Capacity (SFOC) Certification. And, in 2022, SAASA became the first ground support provider worldwide to hold all five IATA certifications, positioning it as a highly reliable and compliant partner within the global supply chain.
Overcoming challenges, targeting goals
SAASA’s journey has not been without its challenges. Entering a highly specialized and regulated sector, previously dominated by a large and experienced player, presented a significant hurdle. Establishing a new business within the Group ANDINO portfolio added another layer of
complexity. The initial strategy was clear, but the real challenge lay in its execution: convincing potential airline clients to entrust their operations to a new entrant.
SAASA’s focus on customer-oriented services proved to be the key to overcoming this challenge.
“In just five years, SAASA has reached a market share in Peru of 33.3% for import cargo as well as 15.3% for export cargo,” Vargas says.
Looking ahead, SAASA’s primary goals center on the successful integration of its international operations in Mexico, Colombia, and the upcoming Madrid–Barajas cargo terminal. Exporting its best practices and achieving international standards across these diverse markets is a key priority, with the ambition of establishing a seamless air cargo bridge between North and South America.
SAASA recognizes the transformative potential of automation and artificial intelligence within the ground support industry. The company has already initiated a progressive migration of its ground support equipment (GSE) to hybrid vehicles, demonstrating a commitment to environmental sustainability and operational efficiency.
Furthermore, SAASA is actively collaborating with airport operators to facilitate the adoption of electric GSE as infrastructure allows. Sustainability, ESG principles, and environmental care are integral to SAASA’s long-term vision.
SAASA’s journey is a compelling narrative of strategic vision, commitment to its core principles, and a proactive embrace of innovation and international expansion. As it continues to invest in safety, sustainability, and customer-centric solutions, SAASA is undoubtedly poised to play a pivotal role in shaping the future of ground support and cargo logistics on a global scale.
SAASA CEO Enrique Vargas Loret De Mola.
PRODUCT LEADER OF THE YEAR 2025:
Mallaghan’s SkyBelt
Sets a New Standard in Aircraft Belt Loader Innovation
Patented lifting mechanism allows for vertical boom movement, reducing the possibility of operators inadvertently impacting aircraft with the front end of the conveyor
BY JENNY LESCOHIER
Ground handling operations require ef ciency, safety and precision for success, and the aircraft belt loader stands as a critical player, facilitating the swift and secure transfer of baggage and cargo.
This essential piece of ground support equipment (GSE) has historically presented its own set of operational challenges and potential risks. Recognizing these pain points, Mallaghan Ground Support Equipment has stepped forward with a groundbreaking solution. The SkyBelt addresses critical safety concerns, enhancing operational ef ciency, and prioritizing the well-being of ground support crews.
Design evolution
The impetus behind the SkyBelt’s development was a direct response to the evolving needs of the aviation industry. As airlines increasingly deploy modern aircraft with sensitive composite fuselages, the margin for error during ground handling operations has become signicantly smaller.
Traditional belt loaders, with their lateral boom movement during height adjustments, posed a tangible risk of inadvertent contact, potentially leading to costly aircraft damage and operational delays. Simultaneously, the demanding nature of baggage handling often contributed to operator
fatigue and musculoskeletal injuries. Mallaghan recognized this con uence of challenges and embarked on a mission to engineer a solution that would not only mitigate these risks but also elevate the overall operational experience.
At Skybelt’s core lies a patented lifting mechanism that fundamentally alters the dynamics of boom movement. Unlike conventional belt loaders that exhibit signi cant lateral or traversing motion when adjusting vertical height, the SkyBelt’s innovative design allows for predominantly vertical boom movement. This subtle yet impactful feature reduces the possibility of the operator inadvertently
impacting the aircraft with the front end of the conveyor, particularly during crucial rear adjustments.
Beyond the critical advancement in aircraft proximity safety, Mallaghan prioritized ergonomic design in the development of the SkyBelt’s controls. The intuitive layout and comfortable operation are specifically intended to minimize operator fatigue, a significant factor contributing to both reduced productivity and increased risk of injury.
Environmentally conscious choice
In an era where sustainability is no longer a peripheral consideration but a core operational imperative, the SkyBelt distinguishes itself as an environmentally conscious solution.
Designed to meet stringent environmental standards, this all-electric belt loader offers efficient energy consumption and zero emissions at the point of operation.
Recognizing the harsh and demanding conditions of the airport ramp, Mallaghan has engineered the belt loader using high-quality materials built for long-term resilience. Exposure to extreme weather conditions and the constant rigors of daily use are inherent to ground operations, and the SkyBelt is designed to withstand these challenges, ensuring a reliable and extended service life. This focus on durability translates directly into reduced maintenance costs and increased uptime for ground handling operations.
“The commitment to comprehensive after-sales service and support underscores the company’s dedication to ensuring the longterm reliability and performance of the SkyBelt,” says Joe Griffith, chief
commercial officer at Mallaghan.
The SkyBelt also incorporates an intuitive operation interlock display, providing operators with clear and immediate feedback on the system’s status. This feature enhances situational awareness and contributes to safer and more efficient operation.
With ground handlers in mind
The genesis of the SkyBelt was a collaborative effort driven by a deep understanding of the challenges faced by ground handling professionals.
“The SkyBelt was developed in response to increasing demands from airlines and ground handlers for a safer, more efficient baggage loading system solution for all types of aircraft, especially modern aircraft with composite fuselages,” Griffith says.
While the entire Mallaghan team played a crucial role, key individuals spearheaded the development: Chief Executive Officer Ronan Mallaghan provided the overarching vision and strategic direction; Chief Commercial
Joe Griffith, chief commercial officer at Mallaghan Ground Support Equipment MALLAGHAN
Officer Joe Griffith ensured the product directly addressed market needs; Head of R&D James Fegan led the innovative engineering efforts; and Electrical Engineer Andrew Reid was instrumental in the development of the advanced technological integration.
Griffith says this cross-functional expertise was essential in bringing the SkyBelt from concept to reality.
“While there are many belt loader offerings in the market, the SkyBelt stands out as one of the most technically advanced and ergonomically superior in respect of interfacing with aircraft and operator safety,” he explains. “Its unique lifting design is intrinsically safer and coupled with its CAS (Controlled Approach System) & Auto-Level features give it an
unparalleled position in the domain of aircraft belt-loaders.
“The CAS and Auto-Level features collectively create a “seamless safety envelope for operators, a level of protection unparalleled in existing market offerings.”
By providing a smarter and more intuitive tool, the Skybelt enhances both daily efficiency and long-term operational reliability.
Crucially, the SkyBelt has been proven to minimize common
musculoskeletal issues such as back pain, strains, and other injuries – a significant benefit for the physical well-being and longevity of ground personnel.
For ground handling operations seeking to optimize efficiency, minimize risk, and empower their teams with the most advanced tools available, the Mallaghan SkyBelt is not just an option – it is the future of baggage and cargo handling on the ramp.
kam@globalgroundsupport.com
The design of Skybelt was a team effort, bringing together expertise from across Mallaghan GSE.
MALLAGHAN
LIFETIME ACHIEVEMENT 2025: Honoring the Legacy of Don Redwine
Southwest’s Director of GSE was a leader who was both discerning and supportive, a rare and invaluable combination
It is with profound respect that we honor and celebrate the life and enduring impact of Don Redwine, the distinguished recipient of Ground Support Worldwide’s 2025 Lifetime Achievement Award.
Redwine, who passed away at 64 on March 23, 2024, leaves behind a legacy that transcends decades of dedicated service to the ground support equipment (GSE) industry. He was not merely a professional; he was known to be a man of integrity and kindness, and an advocate for safety and excellence within the field.
Born in Lubbock, Texas, Donald Gene Redwine’s journey into aviation began remarkably early. As he once recounted in a 2011 interview with Ground Support Worldwide, which named him Safety Leader of the Year, his first flight in the early 1970s sparked a lifelong fascination.
“I informed my mother I would be in this business somehow,” he stated. “It was just way too cool.”
This early conviction would shape a career spanning 26 years in the industry, culminating in his role as Director of GSE at Southwest Airlines since 2021, a position he held with distinction until his passing.
Redwine’s professional trajectory was marked by a steady ascent and an insatiable desire to learn and contribute. His career began in 1978 as an apprentice A&P at Horton Aero Service. After a brief hiatus from aviation, he returned in 1988 to E.B.A. in Texas, where he quickly rose from production painter to production manager, overseeing the creation of small-scale GSE. His expertise grew with the industry’s evolution, transitioning to a field service technician role when E.B.A. was acquired by DevTec, and later leading a team of field service technicians at TLD, covering a vast geographical expanse.
His move to Southwest Airlines in 2005 as a reliability analyst marked a pivotal chapter, allowing him to channel his deep understanding of GSE into enhancing airline ground safety.
Redwine’s commitment was evident in his active participation in numerous internal committees and groups focused on safety and injury reduction. He was also a
valued contributor to external industry bodies such as the SAE G12 and AGE2 groups and the ANSI A92.7 working group. His dedication extended to creating and facilitating safety and technical training programs for Southwest’s global GSE group, ensuring his knowledge was disseminated to the next generation of professionals.
Rick Waugh, regional GSE manager at Southwest, aptly captured Redwine’s ability to connect with and guide his colleagues. He noted that Redwine “does a tremendous job of working with our end users of our equipment,” explaining “the error in their rationale at times, or gives credit where credit is due when they come up with something that has merit.”
This highlights Redwine’s balanced approach - he was a leader who was both discerning and supportive, a rare and invaluable combination. Redwine, in turn, always attributed much of his success to the “exceedingly competent group of people” he had the pleasure of working with at Southwest.
Beyond his professional achievements, Redwine was a man of extraordinary character. His friend and business associate, Ben Reeves, fondly recalls Redwine as “one of the nicest, most pleasant people I’ve ever met in our industry.” He further illuminates Redwine’s professional integrity, stating that while his primary business objective was always to support Southwest Airlines, he was “always willing to look for a solution that was beneficial to both his company and the supplier.”
Husband to Cindy, father to Jeremiah, Joshua, and Sara, and grandfather to nine grandchildren, Redwine enjoyed designing homes and traveling the world. As his family articulated in his obituary, while his accomplishments were many, they were “no comparison to kindnesses Don would generously extend to those he loved and knew and to those he just met.”
Don Redwine’s passing leaves a void in the ground support industry, but his spirit and his impact will undoubtedly continue to inspire. His legacy is not just etched in the advancements he championed or the safety standards he upheld, but in the countless lives he touched with his generosity and kindness.
E M I S S I O N
F R E E .
E S T O
U S E . S F E .
AAustralia and New Zealand Navigate Transformation of Ground Handling Operations
Service providers tackle the twin challenges of rebuilding workforce capacity and modernizing operations in an increasingly complex environment
ircraft ground handling operations in Australia and New Zealand are navigating a period of transformation. With the rebound in travel demand, ground handling providers have faced the twin challenges of rebuilding workforce capacity and modernizing operations in an increasingly complex environment.
This article explores the current landscape of the ground handling industry across the region, highlighting both the challenges and the forward-looking initiatives shaping its future.
State of the industry
The ground handling industry in Australia and New Zealand has made signi cant strides in recovery yearon-year since 2023, demonstrating strong resilience and adaptability, according to Darren Masters,
BY MARIO PIEROBON
executive vice president for Oceania and South East Asia at Menzies.
“While the industry has faced signi cant challenges during the Covid period, operations have largely recovered and are focusing on rebuilding capacity and workforce stability. While some challenges remain, such as high turnover, the industry continues to move in a positive direction. Ongoing efforts to demonstrate broad career opportunities and strengthen employee engagement are helping to lay the foundation for a stronger and more sustainable future,” he says.
Labor availability has presented signi cant challenges to operations in recent years, particularly in the immediate post-Covid period, observes Masters.
“With the rapid and unrestricted resumption of ying, there was an urgent need for staff and the industry initially struggled to grow at the required pace. Unlike many airlines,
ground handling providers have had fewer resources during the pandemic and have had greater dif culty retaining staff,” he says.
“In the early stages of the recovery, intense competition for workers and the predominance of part-time roles made recruitment particularly difcult. However, there has been steady improvement. The industry has taken signi cant steps to improve recruitment and retention and continues to adapt workforce management strategies. These efforts are yielding positive results, although high labor costs remain a factor.”
Labor supply remains challenging but has indeed shown signs of improvement, according to Kishore Ganesh, chief executive of cer (CEO) of Swissport Australia. “We are impacted by a tight labor market, where we compete with sectors such as retail, hospitality, manufacturing and transportation. Our core frontline
recruitment relies heavily on young, entry-level candidates, but the current cost of living makes this target market difficult to attract. Retention is equally important and requires careful management to mitigate turnover.
“Swissport is developing more flexible hiring models to encourage retention. Our fixed team model is proving very successful, where small ‘families’ of employees work together on regular shifts,” he says. “This helps build trust, mentorship and collaboration focused on safety. We are still in the post-pandemic recovery phase, with some candidates wary of returning to work, but peak travel periods are seeing record numbers. Advance workforce planning is critical, along with creating a strong employee value proposition (EVP) and labor market presence to compete effectively.”
Burt Sigsworth, managing director of dnata Australia affirms that in the wake of the pandemic, a signifi cant number of ‘career’ aviation and ground handling workers chose to leave the industry, either to retire or to take on new jobs, with no intention of returning.
most significant developments is the transition to an all-electric ground support equipment (GSE) fleet, affirms Masters.
“As the performance and reliability of electric technology continues to improve, we are increasingly integrating electric vehicles into our operations. We have set a global target of electrifying 25% of our ground handling fleet by 2025 and are proud to have already achieved 24%, demonstrating significant progress towards that target,” he says.
“In parallel, we are implementing initiatives to reduce our environmental impact more broadly, including comprehensive paper reduction programmes aimed at reducing our carbon footprint. These efforts reflect a strong and ongoing commitment
to more sustainable and responsible operations in the region and globally.”
Airports across the region are participating in ground support infrastructure development to varying degrees, particularly in supporting electrification, explains Masters.
“Some, such as Hong Kong, have made significant progress in enabling electric GSE through robust infrastructure improvements.
“In Australia and New Zealand, there are pockets of progress, but more unevenly. Despite growing awareness of the need for sustainable operations, challenges remain,” he says. “For example, ensuring adequate energy supply and building the charging infrastructure needed to support a rapid transition to
YOUR CONNECTION TO GROUND SUPPORT EXCELLENCE
“The trend of recruiting new workers has now transformed ground handling into a career rather than the airport career it once was. Attracting new workers and making it a continuing career presents significant challenges,” he says. “As an industry, it can be a challenging environment. It is highly regulated, shift work is commonplace, and one works in all types of weather conditions. Finding available labor is less difficult than finding and retaining the right employees.”
Sustainability initiatives
There are several promising innova tions and sustainability initiatives underway in the aircraft ground handling industry in Australia and New Zealand. At Menzies, one of the
“However, awareness and interest are growing, and we are optimistic that collaboration between air transport service providers, airlines and airports will accelerate in the coming years. In this context, continued collaboration and planning will be essential to fully unlock the potential of electric ground support operations across the region.”
Australia is a leader in the Swissport global network in the adoption of electric ground handling equipment, observes Ganesh. “We have a 10-year electrification plan and are on track to reach our target of 55% electric GSE by 2032. In November 2024, Swissport was ranked in the top 1% of companies assessed by EcoVadis and awarded the Platinum medal. This is a major achievement and supports our ambitious sustainability goals,” he says.
retrofitting older equipment is technically challenging, we are working with leading sensor companies, AI telematics providers and GSE OEMs to expand these systems.”
Swissport is continuing to invest in fleet modernization to keep innovation and safety top of mind, emphasises Ganesh. “Swissport Labs, our in-house innovation hub, is dedicated to developing sustainable solutions and leveraging emerging technologies in airport operations. Some of Australia’s new airports, such as Western Sydney, are pioneering sustainability programs and infrastructure to reduce emissions,” he says.
“Western Sydney has fully integrated, state-of-the-art equipment, electric charging stations, automated bagging systems, AI-based planning tools and mobile platforms. Brisbane and Auckland airports are
Finding available labor is less difficult than finding and retaining the right employees.”
— Burt Sigsworth, managing director of dnata Australia
“Safety remains our top priority and automation is playing an increasingly important role in increasing safety in ground handling. Aircraft proximity sensing systems have evolved over the past decade, from simple contact arresters to proximity-based speed limiters and autonomous docking capabilities. Since 2018, Swissport has required all new GSEs designed for aircraft docking to be equipped with proximity sensing.
“Currently, 36% of our passenger escalators, 32% of our freight loaders and 26% of our conveyor loaders globally are equipped with one or more of these technologies. Although
also making significant progress. However, many service providers have invested faster than airports and original equipment manufacturers anticipated, creating bottlenecks. Major upgrades to ramp-side power networks are often needed to support widespread electrification. An airport-owned shared charging network, available on a pay-per-use model, is a practical solution. However, finding a truly universal, affordable, and scalable charging system remains a challenge. From concept to implementation, airport infrastructure projects can take two to five years, delaying service providers
looking to install their own systems.”
Among other airports, Brisbane Airport stands out with its new shared charging infrastructure for electric GSE, according to Sigsworth. “This solution allows multiple ground handling companies to connect and charge their electric baggage tugs, conveyors and other vehicles via a shared network. Brisbane Airport has also set a goal of having 70% of all airside vehicles electric by 2026,” he says.
“Similar sustainability initiatives are rare at other regional ports. Adelaide Airport has introduced electric buses and Perth Airport has led the way in introducing battery-powered electric baggage tugs. We will continue to encourage our airport partners to install the necessary charging infrastructure to enable us to further invest in electric GSE, contributing to the group’s goal of reducing carbon emissions by 50% by 2030.”
Training development
The industry workforce landscape has changed significantly post-Covid, creating both challenges and new opportunities, according to Masters. “This transition has increased demand for comprehensive training and development programmes aimed at rebuilding skills and preparing the next generation of leaders. Leadership development has become a key focus area. We have invested heavily in programs designed to identify and develop talent, creating clear pathways for career progression,” he says.
“In parallel, mandatory refresher training, both regulatory and client-specific, continues to play a critical role in maintaining safety and operational standards. Overall, this renewed emphasis on structured training and upskilling is helping to shape a more agile, engaged and future-ready workforce at Menzies.”
Sigsworth points out that dnata invests significantly in technical
and compliance training.
“There is also a strong demand for leadership development at all levels, which we see as a positive sign that our employees see a career path within the company. We promote and develop training programmes internally for our front-line leaders and are currently in the early stages of evaluating additional pipelines for development programs. We also work with agencies that support people in re-entering the workforce after periods of inactivity,” he says.
“Another area that is emerging as a training need is de-escalation training. Travel can be a stressful situation for many people, which can lead to escalation of tensions. Our employees interact with passengers daily. Therefore, understanding techniques and methods to calmly and professionally handle angry passengers is important to ensure they do not cause delays to ights and other passengers.”
Swissport has an extensive pool of “master trainers” in Australia and New Zealand, creating a solid foundation for workforce development and career progression, according to Ganesh. “As technologies evolve, training current staff is critical. Globally, we are investing in AI-based training and virtual reality platforms to make learning more engaging and accessible. In 2025, Swissport Australia and New Zealand will transition from the Swissport Paci c Ground Operations Manual to the Global Ground Operations Manual (GOM),” he says.
“This will bring us closer to IATA standards and enable ISAGO accreditation, improving safety for staff and customers. The GOM integrates global best practices, improving
operational procedures and increasing safety. Once trained to this standard, employees can work anywhere within the Swissport network. This ensures agility and consistency across our global footprint.”
Development opportunities go hand in hand with engaging with local communities. Ganesh explains that, as a global company, the workforce of Swissport is highly multicultural, and this is a key enabler in building a sustainable and inclusive industry.
“In Auckland, for example, we work with the Auckland Chamber of Commerce to support Paci c and Maori youth in gaining employment. They assist candidates with interviews, onboarding and key certi cations such as driving licenses,” he says. “We work with the New Zealand School of Tourism, helping students nd job opportunities and complete the work placement hours required for Level 6 quali cations. We also work with the Ara Skills Hub at Auckland Airport to connect local communities with job opportunities, focusing on workforce readiness and training.”
Partnerships with indigenous and local communities are an important part of Menzies business, af rms
Masters. “We actively draw on the local workforce and are committed to supporting the communities in which we operate. This includes our engagement with the Menzies JMM Community Fund, which allows us to contribute to meaningful local initiatives, as well as our broader sustainability efforts in partnership with community groups,” he says.
“Indigenous participation is a key focus in regions such as Outback Western Australia and Darwin, where we have dedicated programs aimed at promoting inclusion, employment and long-term engagement. These partnerships not only strengthen our ties with communities but also enrich our workplace with diverse perspectives and cultural knowledge.”
Summing up
While labor shortages and infrastructure constraints in Australia and New Zealand’s ground handling sector remain pressing concerns, the industry is responding with innovation, investment, and collaboration. From eet electri cation and advanced training systems to stronger community ties and inclusive hiring models, ground handlers are supporting the development towards a safer and more sustainable industry in the region.
Dr. Mario Pierobon provides solutions in the areas of documentation, training and consulting to organizations operating in safety-sensitive industries. He has conducted a doctoral research project investigating aircraft ground handling safety. He may be reached at mariopierobon@alphaomega.dev.
Ground handling as a career is in a state of transition in the region.
DNATA
Powering a Greener Ramp for Ground Handlers
The ITW GSE 7400 eGPU offers a virtually silent solution free from diesel emissions, supporting a healthier, quieter, and safer working environment for ramp personnel
BY JENNY LESCOHIER
ITW GSE’s 7400 eGPU is designed to deliver performance, mobility, and environmental benefits to ground handlers across the aviation industry.
As airports around the world strive toward cleaner operations and more efficient turnaround times, the ITW GSE 7400 eGPU offers a virtually silent solution free from diesel emissions, supporting a healthier, quieter, and safer working environment for ramp personnel.
Empowering ground handlers with practical innovation
Designed with operational efficiency in mind, the 7400 eGPU is mobile, battery operated, and instantly ready to deliver 400 Hz or 28 VDC power at the push of a button – no warm-up required. It can power an array of aircraft from business jets to wide body. The 7400 eGPU significantly reduces the need for fuel logistics and maintenance downtime.
“Our focus has always been to deliver Simply Smarter Ground Support,” said Scott Doneghy, area sales manager of the Americas at ITW GSE. “The 7400 eGPU exemplifies this by empowering ground handlers with a clean, quiet, and cost-efficient alternative to diesel-powered GPUs.”
Key benefits for ground handling operators:
• Zero emissions – Helps airports meet sustainability targets and improves air quality on the ramp.
• Ultra-low noise – The 7400 is virtually silent, enhancing comfort and communication for ground staff.
• Minimal maintenance – No engine means fewer breakdowns and reduced maintenance costs.
The 7400 eGPU is mobile, battery operated, and instantly ready to deliver 400 Hz or 28 VDC power at the push of a button.
• Enhanced safety – A magnetically locked towbar system prevents movement unless all safety conditions are met.
• Operational flexibility – Can be used indoors, outdoors, and during peak traffic hours, with charging easily managed during off-peak times.
Enabling sustainable airport operations worldwide
With more than 400 units already in use globally, including deployments at leading airports and research stations, the 7400 eGPU is proving its value across climates and continents.
Ground handlers benefit from faster deployment, cleaner energy use, and lower total cost of ownership –typically outperforming diesel units after just two years.
Scott Doneghy, area sales manager for the Americas at ITW GSE
STARTSTICK 20 AVIATION BATTERY SYSTEMS
TUG TMD AIR STARTS TEXTRON GSE
TUG TMD Air Starts offer 150 to 270 pounds of continuous air ow per minute. The TUG TMD line is equipped with standard features, including on-demand automatic engine throttle, full-length access doors and an illuminated LCD operator control panel with gauges.
AviationPros.com/21264887
From heavy twin to light single engine helicopters, the StartStick 20 allows operators maximum exibility and multiple starts before recharge.
Weighing 20 pounds with a compact form factor, the 20-amp hour
StartStick 20 allows ease of eld and ramp operations as well as maximum aircraft availability. Engine/APU starts, database/avionics updates and compressor washes are accomplished with StartStick.
AviationPros.com/53027853
3500 PCA ITW GSE
The ITW GSE 3500 PCA automatically adapts its air ow to the speci c aircraft type – and not just to an aircraft category. This PCA’s innovative technology gives airports the opportunity to not only optimize air ow, but also reduce infrastructure costs. The 3500 PCA provides added features and low energy consumption. AviationPros.com/21284357
EGA BATTERY-POWERED EGPU GUINAULT
With the GUINAULT eGPU, users can have the advantage of the most reliable ground power unit based on proven technologies, including the Guinault frequency converter and state of the art LFP batteries. This eGPU by Guinault promotes safety and durability.
AviationPros.com/53075477
BOOM AIR LITE TWIST AERO
Twist Aero’s Boom Air Lite is a streamlined version of the company’s proprietary Boom Air Hose Management System. The “Lite” version of the Boom Air product deploys 80 feet of hose, which covers the vast majority of ramp applications. The Boom Air Lite product is 30 percent lighter than the standard product and lls a substantially smaller dimensional envelope. Bene ts include oneperson deployment and retraction of PCAir hoses. Additional economic bene t comes from signi cantly higher instances of attachment of PCAir hoses to the aircraft, which saves fuel from less APU burn at the gate. AviationPros.com/21273614
Product Hangar
PCA HOSE TROLLEY P&W QUALITY MACHINE
The PCA Hose Trolley is designed to safely and efficiently handle the PCA hose from the PCA unit to the plane. The trolley is fabricated from stainless steel tubing and stainless steel plate. All-weather 6” casters move the trolley freely. All weather nylon straps hold the hose down onto the trolley. All fasteners are zinc-coated Grade 5.
AviationPros.com/53075391
CF15 ELECTRIC AIR CONDITIONING UNIT GUINAULT
The GUINAULT CF15 Pre-Conditioned Air and its unique “No Frost Technology” optimize the performances, efficiency and power consumption in all whether conditions. In fixed or mobile configuration, the CF range is a robust, connected and versatile solution designed to minimize the operating costs and facilitate the maintenance over the decades.
AviationPros.com/53075475
BIG GREEN HOSE TWG SUPPLY
The Big Green Hose is the next evolution of PCA delivery technology. The patented counter-flow design delivers colder/hotter air depending on the need.
AviationPros.com/53074997
400HZ GLOBAL SMART CONNECTOR
PAGE GSE
The PAGE GSE 400Hz Global SMART Connector is the first molded connector with internal sensing LED indicators. This SMART Connector can be installed onto most GPUs without the need for additional remote LED circuits. The rugged design, modular construction and long-lasting LEDs will provide years of reliable service on the ramp.
AviationPros.com/21284352
EV BATTERY CHARGING CABLE MCM ENGINEERING, INC.
The MCM Battery Charging Cable offers a high-quality molded connector that provides a compact head with conical strain relief. The head features silver-plated copper power and control contacts with beryllium springs to maintain insertion tension over the life of the cable. Cable are available in custom lengths and are offered with lugged or Euro connector pigtails. The company also has the original connector with replaceable contacts and wear nose.
AviationPros.com/53067785
PCA LOAD BANK HALL TECHNICAL SERVICES, LLC
This Load Bank is a pre-conditioned air tester designed to be utilized as a maintenance analyzing tool by GSE/HVAC technicians. The Load Bank is used to determine end of hose discharge status on any PCA unit.
AviationPros.com/21284341
Grupo EULEN Examines Growth Opportunities in Ground Handling Market
COO John Jones talks about drivers of change and what they mean to the company, and the industry itself
BY JENNY LESCOHIER
The winds of change are sweeping every facet of our world, including aviation and its ground handling sector. Regional service provider EULEN Aviation, a division of Grupo EULEN, is working to position itself for growth in an economy struggling to cut costs.
To find out about the Miami-based outfit’s strategy, we spoke to COO John Jones. Following is an excerpt from that discussion.
GSW: Tell us about yourself and your role with EULEN Aviation.
JOHN JONES: I’ve got just under 30 years of experience in aviation, and I’ve worked on the airline side of the business as well as the ground handling side. I understand the needs of the airline and the strategy of the ground handler to provide services to the airlines.
I retired from Delta just before the pandemic, and was enjoying some travel, but decided I needed to work a little bit more. I started with EULEN Aviation last year and my mission was to improve the service we give to our customers, and also, to help grow our business.
John Jones, chief operating officer at Grupo EULEN GRUPO EULEN
GRUPO EULEN
Ground
GSW: EULEN is a fullservice ground handling organization, correct?
JONES: EULEN Aviation, which is a division of Grupo EULEN, is based in Miami. We have 34 airlines we provide aviation services to in eight US airports and two in Jamaica. We do ramp services, as well as passenger services. We do security and cabin cleaning, and we provide wheelchair service in some airports.
GSW: How do you view the current state of the aviation ground handling sector?
JONES: There are a lot of opportunities in this industry. With everything happening in our economy today, our airline partners are outsourcing a lot of ancillary services.
Some of the challenges we face involve meeting the demands of customers that want a high level of
service while keeping our rates low. We’re always looking for the right formula for success, where we’re able to offer a safe, high-quality product, but at a lower cost for the customer.
There are a lot of requests for proposals right now in the industry, and a lot of unsolicited bid activity, which has changed. As the airlines are looking to reduce their costs, a lot of ground handlers are going directly to the airlines before the RFP even comes out. They’re saying, “Hey, I can do this work for you in this airport at a 15% reduction of what you’re doing today.”
And airlines are listening to that. As long as the ground handling companies can do it and maintain their projected profit margins, it’s a great business strategy.
We’re not sitting around waiting for the RFP to come to us. We’re going after some of these airlines, some of which are our biggest customers. We may be successful in Miami with American Airlines, for example, so
we’ll try to procure business from them at other airports. Based on the relationship we already have with them, and the delivery of quality, we’re able to win other contracts in other airports as well.
GSW: What do you think is EULEN’s “secret sauce” – its unique difference?
JONES: In this industry, attrition is very high, historically. It’s a revolving door at some companies.
Grupo EULEN is a Spanish-based company. We have over 82,000 employees globally, across 11 countries. In the US we have our aviation division; the only aviation work we do is based here in Miami, and that makes us unique.
We have a very low attrition rate, we have loyal employees. We have a very robust training department. We want to make sure we deliver a quality product, and we do that through training and by developing our people.
We have a leadership program that we launched this year to help us improve the quality of the leaders we have in our organization. I think that’s part of what makes us different. Every ground handler does the same things, but we look for ways to be more efficient, maintaining that high quality of service and focusing on our employee retention plan.
It costs so much to bring an employee into the organization, but once they’re here, we need to figure out how to keep them employed with us. We’re very successful in Miami, our largest operation, with around 2,500 employees. We have a stable workforce, and that enables us to give the highest level of service to the customer.
One of the primary challenges in the ground handling sector is the need to provide high-quality service at low cost.
GRUPO EULEN
GSW: Technology is changing every aspect of our lives, and aviation is no exception. How does it factor into your workforce development?
Jones says opportunities abound for ground handling service providers that are willing to negotiate with airlines.
JONES: Not only do we want to enhance our quality with investments in technology, but our customers want the same thing. We make that investment in two different ways. As far as the workforce goes, we work with software that helps us determine exactly how many employees we need to provide a certain level of service for the airline. The customer feeds us what their staffing standards are. They tell us how many people we need at the check-in, how many we need at the gate, how many on the ramp, how many to clean the airplane, and so on. We’re able to come up with an efficient schedule to minimize our cost, and we look for synergies, building our bids with consideration of other contracts we have in the same airport.
We also invest in software which uses GPS to track where our employees are in an airport. Through a dispatcher we can assign them to the closest gate to meet the demands of the customer with the highest level of efficiency.
GSW: From the employee standpoint, is technology changing their work experience?
JONES: With no ambiguity, we’re able to clearly tell employees where they’re assigned so they know what their day looks like. It’s great for improving our efficiency and productivity, but also our employees have clear instruction. They know what their tasks are. Obviously, schedules are very dynamic, but with the software that we use, we’re able to adjust and quickly reassign employes as needed.
I think it gives the employees peace of mind, and it helps our leaders manage the workforce.
GSW: What do you see for the future of Grupo EULEN, and the industry overall?
JONES: The ground handling industry is really driven by the airlines needing to reduce their costs, outsourcing the services that maybe historically, were provided by the airline itself.
There are a lot of ground handling companies out there today, and it’s very competitive. Airlines are out there shopping, and they want to make sure they get the best price and the best quality.
We’re currently in eight airports in the US, Miami being our largest. Once we’re established in an airport, our goal is to grow there. We want to look at what other business opportunities there are with other airlines in that airport. And we also are considering growth beyond those eight US airports we’re in, and the two in the Caribbean.
We’re also looking to participate in bids that are outside of the airports we’re already in. The company wants to grow. We’re based on the Eastern seaboard, but we’re looking for expansion toward the West.
In communication we have with our business partners, we’ve asked them where they might be having challenges finding a good service provider. We may not be in in Tulsa today, we may not be in St Louis, but if one of our airline partners has trouble finding a quality provider in an airport that we’re not in, we’ll look at expanding into that market.
GSW: What makes you so passionate about the industry?
JONES: What motivates me are the people. The last employee I met coming off a flight had been with the company for 24 years. To see that loyalty, and then to not only see the loyalty, but appreciate the dedication these employees have. We always try to promote from within, and when we have leadership opportunities, it’s great to see these people develop into new roles.
I love visiting our airports and talking to the employees about what works and what doesn’t work. I’ve been in aviation for so long, and not much has changed in what we do, just how we do it today, versus how we did it 20, 30, 40, years ago. It’s great to be here and to see what potential we have growing in the industry.
GRUPO EULEN
WHERE GROUND SUPPORT INNOVATION TAKES Flight
September 16-18, 2025 | Las Vegas, NV, USA
Las Vegas Convention Center
The most influential decision-makers in airlines, airports, contract service providers, FBOs, ground handling, and the military are heading to International GSE Expo 2025 this September—and you should too! Join over 3,000 industry leaders to see and demo the latest innovation, technology, and services in ground support equipment.
International GSE Expo is the ground support equipment industry’s premier event for networking, information exchange, and face-to-face access to the latest products, services and technologies. Featuring indoor and outdoor exhibits, you’ll see everything from pushbacks to baggage carts - all displayed by top manufacturers and suppliers. Live product demonstrations and other interactive opportunities provide a uniquely valuable experience to see the latest advancements in action.
Register for FREE* for a limited time. Visit www.gseexpo.com to learn more!
Here’s What to Expect:
• 3,000+ attendees
• 200 exhibitors
• A global audience of decision makers and professionals
• Networking opportunities to connect you with key players
• Access to the latest products, equipment and services
• Indoor and outdoor exhibits
• Live equipment demos
• Beers on us! Cool off with complimentary brewskis at the IAEMA Garden
• Unmatched entertainment in Las Vegas
Who Attends?:
An international audience of professionals representing the following sectors:
• Airlines
• Airports
• Contract Service Providers
• FBOs
• Ground Handlers
• Military
Products & Technologies on Display:
• Air Starts and Accessories
• Airside Busses
• Baggage Carts
• Batteries and Battery Chargers
• Belt Loaders
• Cable Reels and Hoses
• Cargo Loaders
• Catering Trucks
• Deice/ Anti-Ice Vehicles
• Engine & Engine Parts/Components
• eGSE/EV - Electric Ground Support Equipment
• Fleet Management
• Ground Power Units
• IT/Software
• Lavatory Service Vehicles
• Passenger Boarding Bridges/Stairs
• Potable Water Trucks
• Preconditioned Air
• Refurb/ Overhaul
• Spare Parts/Components
• Tugs/Tractors
• and more!!
PRESENTED BY:
International GSE Expo is presented through the strategic alliance of three industry powerhouses: International Airport Equipment Manufacturers Association (IAEMA), the global voice of airport equipment manufacturers; Ground Support Worldwide, the leading publication covering the latest in ground handling and equipment; and Airport Business, a trusted source for airport management and operations insights. Together, these organizations bring unparalleled expertise, reach, and credibility, ensuring GSE Expo is the premier event for the ground support industry.
Early Registration = Free Expo Pass
Qualified attendees register free through August 28!
The Demo Zone is Back—Bigger, Bolder, and Better Than Ever!
Get ready to showcase your equipment in action where it matters most. This year’s Demo Zone offers exhibitors their own carpeted, canopied booth with plenty of space to put products front and center in a high-traffic, high-impact environment. It’s your chance to captivate buyers, spark conversations, and stand out from the crowd. Spots are limited—secure your space today!
Over 185 industry-leading ground support vendors are already lined up to showcase their solutions this September. Visit www.gseexpo.com to preview our up to date list.
New This Year:
IAEMA Garden
Take a break, grab a cold beer, and recharge in our brand-new IAEMA Garden, located right on the outdoor exhibit floor!
Whether you’re closing deals or catching up with colleagues, the IAEMA Garden is the perfect spot to unwind!
Sponsored by:
Reach the Right Buyers at GSE Expo
Showcase your solutions to a global, qualified audience of GSE professionals. Connect, network, and generate leads on one of the industry’s most trusted platforms.
To book space or for questions, contact:
Jon Jezo Event Sales Manager
Jon@aviationpros.com +1.920.568.8337
Alicia Merritt Event Sales Manager
AMerritt@endeavorb2b.com +1 304.668.1266
