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Issue link: https://groundsupportworldwide.epubxp.com/i/814698
GROUND SERVICE PROVIDERS Johnson says the teamwork that day spoke to a true partnership, not playing favoritism and working toward a common goal. Blue says there are days when an airport deals with these irregular operations, and another challenge is when diversions from neighboring airports are being sent in. "You need true teamwork to tackle air- planes landing left and right," he says. "You're definitely going to need your ground handlers because they will make or break you." Maintaining Communication Matters In order to ensure passengers have a posi- tive experience, Southwest's Johnson says communications must flow through mul- tiple levels and engage with the airport at all times. Southwest headquarters has an Airport Affairs Department, which communicates with airport leadership on items such as rates, charges, leases, space, etc. Then, at the local level, Southwest has leaders at each airport location. "They are the grassroots people who on a day-to-day basis interact with the airport entities, attending regular meetings and assist in ensuring our spaces are adhering to the standards of the airport at the local level," Johnson explains. Blue confirms this from the airport perspective and says that while the air- lines hire all ground handling resources for MEM, the station manager attends meetings and is responsible for all airport standards being met. Each month, MEM has a Customer Ser- vice Action Committee meeting. Blue says that while operational issues are addressed, of course, there is a deliberate focus on customer service in that meeting of station managers for all airlines and ground han- dling companies. Like any other business, he says the one between ground handlers and airports is about relationships. "It's about having that 1:1 relationship and knowing how to call, when to call and being certain they will jump in and help – all rec- ognizing that as a team we can accomplish so much more," Blue concludes. ABOUT THE AUTHOR: Jen Bradley, owner of Brad- ley Bylines, is an aviation writer based in Wisconsin. She may be reached via her website at www.bradleyby- lines.com. APRIL 2017 AviationPros.com 15 PAGE Industries, Inc. 1-707-469-PAGE (7243) CONTACT PAGE ABOUT OUR COMPLETE LINE OF INNOVATIVE PRODUCTS ! • Replaceable modular switches require no wiring for quick changes on the ramp. • HARDNOSE™ plug available in many configurations to meet the requirements of any application. • Innovative safety features protects aircraft and personnel. • Page original design, Built-in Lost Neutral Detection™ within the connector body. • Molded strain relief provides added strength for longer service life. • 400 Hz single jacket cable produced by the world's largest cable manufacturer with over 25 years experience. • Cable is ETL Listed to UL Standards. www.pageindustries.com • sales@pageindustries.com I N N O V A T I O N S T H A T W O R K . AviationPros.com/10810746