Behind the scenes at airports: the critical role of ground operations

When you watch an aircraft take off, it’s easy to focus on the skies, but the real magic begins on the ground. Behind every smooth departure is a network of highly skilled professionals ensuring safety, efficiency, and exceptional customer service.

From baggage and cargo handling to airside driving and even towing aircraft from hangars, ground operations teams perform critical tasks that keep airports running seamlessly. These roles demand not only technical expertise but also a strong commitment to passenger experience and regulatory compliance.

During recent site visits to Dnata, Menzies Aviation, and Sydney Airport, ISA’s Aviation Industry Engagement Manager, Mori Hajizadeh, had the opportunity to see these operations up close and engage with experts in ground handling. We explored how Virtual Reality and simulation technology are revolutionising training, immersing staff in realistic airport environments, testing their knowledge, and reinforcing safety protocols.

Ground operations professionals are the backbone of aviation, managing complex responsibilities such as:

• Airside driving: navigating restricted zones safely and efficiently
• Air servicing: fuelling, catering, and preparing cabins for passengers
• Customer service: assisting travellers with baggage and special requirements
• Regulatory compliance: ensuring every step meets strict safety standards

ISA continues to collaborate with industry and stakeholders to ensure the workforce has the skills and knowledge needed for today and tomorrow. We are currently conducting a Ground Operations Skills Gap Analysis project which aims to align vocational qualifications with current industry practices, supporting a future-ready aviation sector.

ISA would like to thank Johann Tahija, Mark Brinkworth, Clarice Gillies, Hannah Ammoun, Burt Sigworth, and Pometa Visesio for making these insightful visits and conversations possible.