For people living in the United States, late November kicks off one of the busiest travel seasons of the year. Over 28 million people are expected to take to the skies over the Thanksgiving holiday alone. Travelers are counting on the airlines to get them safely to their destinations. What they may not know, however, is that there are a whole host of airport personnel working behind the scenes to keep things running smoothly.
Yes, the custodial teams are responsible for keeping the airport clean, but they actually do so much more. Custodians spend a lot of time out and about in the terminal and often find themselves on the front lines of customer care. We’ve had custodians buy food for stranded passengers, search for (and find) lost jewelry, and one quick-thinking custodian even provided a pair of uniform pants to an unfortunate traveler who spilled a drink all over himself. Our custodians have also been trained to watch for suspected victims of human trafficking and to report suspicious activity to the airport police. Never underestimate the impact that a solid, compassionate custodial team can make.
Like any other building, airport terminals require plenty of upkeep. When a pipe bursts in the bathroom, or when there’s a power outage, or when the baggage system stops working, who are you going to call? Yep – building maintenance. If they can’t fix it, they’ll bring in someone who can. Next time you find yourself walking through an airport terminal in the middle of the night, remember that folks from the Building Maintenace department are there too, keeping an eye on things.
The Operations Department is charged with making sure airport operations go smoothly at all hours. This includes things like issuing NOTAMs, chasing off flocks of birds and coordinating snow operations. A few years ago an airline that is not based at my airport had to divert in the middle of the night due to mechanical issues. Since the airline had no staff on site it was the Ops team that arranged a gate, greeted passengers and ordered pizza for them while a maintenance crew was being summoned.
The airfield teams are charged with making sure the runways and taxiways remain clean and clear. Too wet? They’ll suck up the excess water. Too snowy? They’ll get the plows going. Too much rubber build-up? Summon the brooms! If a big winter storm is forecast the teams will sometimes stay at one of the airport hotels so that they won’t get stranded at home.
The Communication Center personnel act as the eyes and ears of the airport. They monitor the fire and security systems, dispatch police and ARFF as needed and just generally watch over things. Ever gone out to your car in an airport parking lot only to find it won’t start? I have. Calling AAA is useless since they don’t have access to gated parking areas, so guess who I called for help? Yep – the Communications Center. They dispatched a service truck to help get me on my way.
Airlines and ATC
Of course I’d be remiss if I didn’t give a big shout-out to the airlines and ATC as well. Pilots, flight attendants, gate agents, rampers, ticket agents, station masters, mechanics, dispatchers and air traffic controllers will all be giving up time with their families to make sure passengers get home to theirs. So if you’ll be traveling by air this holiday season, give your flight crews a smile and spare a thought for all the teams working behind the scenes to get you safely on your way.