AIRPORT AND GROUND SERVICES

Q: What is the role of SriLankan Airlines Airport and Ground Services as the sole ground handler in Sri Lanka?

A: Airport and Ground Services serves as the ground handler for the country’s international airports – the Bandaranaike International Airport (BIA) and Mattala Rajapaksa International Airport (MRIA). With over four decades of experience, we handle both SriLankan Airlines’ and customer airlines’ flights, a role that encompasses a wide range of functions.

At BIA, we serve around 28 airlines – although this figure fluctuated due to the pandemic and economic crises but has been increasing once again with rising passenger numbers.

Ground handling involves managing all passenger and airline needs before takeoff, including check-in, departure boarding and baggage handling, which are termed ‘above the wing’ services.

Additionally, ‘under the wing’ services include ramp operations, aircraft towing, and water and waste services, as well as weight and balance control.

Our department, the largest within SriLankan Airlines with approximately 2,000 staff, is crucial as we serve as the first and last point of contact for passengers entering and departing the country.

Currently, we manage around 4,000 flight movements and 700,000 passengers monthly, with expectations of increased numbers in the upcoming seasons. Furthermore, we handle 400,000 pieces of baggage and 14,000 metric tonnes of cargo out of Colombo.

Q: And what key strategies and processes are in place to ensure high quality service delivery?

A: At SriLankan Airlines, maintaining high standards for customer service, safety and compliance is paramount. We prioritise continuous training, development and technology integration, collaborating with stakeholders to ensure we meet global benchmarks.

This commitment extends to handling services for other airlines under service level agreements, ensuring that they receive the same quality of service.

However, we have since recruited new staff and strategically focussed on digital solutions to manage growing passenger numbers at BIA, which despite its size, is seeing increasing traffic.

We’ve also introduced self-check-in kiosks, which are currently facilitating 15-20 percent of check-ins with plans to expand digital services further.

Q: In your view, what are the key aspects that make airport services a key area for the airline?

A: Every passenger interaction, whether from sales or online booking, culminates at the airport, making it essential to provide exceptional service. As the national carrier, SriLankan Airlines ensures a strong first impression, maintaining brand value, and prioritising safety and security, which are paramount in aviation.

Our Airport and Ground Services department not only enhances customer experiences but also generates substantial revenue. Airport services are vital as they represent the primary touch point for passengers before boarding, making our role in delivering comprehensive ground level services indispensable to the airline’s success.

Q: What distinguishes your company from other ground handling service providers?

A: As one of the oldest and pioneering ground handlers in the region, SriLankan Airlines boasts over four decades of experience. Our training programmes are pivotal, and seasoned staff have significantly contributed to the establishment of ground handling services for other major airlines such as Qatar Airways and Emirates.

Additionally, being aligned with the national carrier, we serve national interests beyond mere business. Unlike private ground handlers in other countries who operate purely for profit, we are dedicated to supporting broader national goals alongside our business objectives.

Q: How do you make sure operations are in compliance with international and local regulations to ensure safety?

A: We adhere to rigorous guidelines set by global bodies like the IATA Operational Safety Audit (IOSA) and IATA Safety Audit for Ground Operations (ISAGO) programmes, as well as those set by our local civil aviation authorities. Our compliance record is exemplary with zero findings in international audits and we consistently receive high recommendations from auditors.

Locally, civil aviation authorities conduct regular audits and visits to ensure that we meet their standards, providing corrections as necessary, which minimises our margin for error.

We have a robust safety management system, supported by dedicated audit, safety and quality teams that conduct random and internal audits. Continuous mandatory safety training is required for all staff, ensuring adherence to both international and local regulations.

Q: What are your future plans for expansion and growth?

A: We aim to accommodate an increasing number of passengers despite facing financial constraints as an airline, limiting our ability to invest heavily. To address this, we are exploring partnerships and remaining focussed on customer relationship management. We’re also initiating sustainability projects including the implementation of e-ground service equipment.

Looking ahead, my team and I aspire to leverage our four decades of experience for regional expansion.

However, our immediate priority is managing the growing influx of tourists to Sri Lanka, ensuring we meet their needs effectively.

– Compiled by Tamara Rebeira
COMPANY DETAILS

Telephone: 1979 (Sri Lanka)/+94 117771979 (international) | Email: reservations@srilankan.com | Website: www.srilankan.com