All posts by A.Natalías

On 25 March Iberia Airport Services (IBAS) coordinated a very special operation involving the shipment of four dolphins to their new home in the Rancho Texas Lanzarote Park in the Canary Islands.

To give them the best possible living conditions there is a programme called RAZA in which dolphins in captivity are placed in the environments most suitable to their characteristics.

Under this programme the bottlenose dolphin Rocco, a 7-year-old alpha male in the southern Spanish city of Malaga, was covered with a special grease to prevent dehydration of his skin. He was carried on a soaking wet foam bed and accompanied by two veterinarians during the entire journey.

The aircraft took him first to the Eastern coastal city of Alicante, where another  three dolphins were picked up to be taken to the same destination. A group of IBAS employees was on hand to carry out the transfers under the watchful eye of the veterinarians, who constantly monitored the heartbeats of the precious cargo.

Each carrying vessel weighed 1,800 kilos, and water was sprayed on the dolphins continuously during the trip.

The dolphins landed safely on the island of Lanzarote and are now adapting to their new environment.

Congratulations to the airport teams in Malaga and Alicante for their successful operations. IBAS is proud to be trusted with such delicate tasks!

In 2019, we continue promoting new initiatives within the Equipment Awareness and Conservation Plan (PCC).
In order to do so, on February 27th we gathered in a workshop our more experienced and skillful staff in the use and maintenance of GSE equipment.
As stated by María Ángeles Rubio Alfayate, our Director of Airport Services and Development: “with these workshops we want to continue promoting a ” greener handling”, being more efficient, impulsing our Safety culture and, of course, a closer communication with employees”.
We ended the venue thanking all of them for participating and making our ground handling more efficient every day!

BRS (Baggage Reconciliation System) starts at the Balearic Delegation, specifically at PMI, the first airport in these islands where it has been implanted.

The use of this technology is another initiative included in the project of digitalization and transformation named Go-Up! one of the most important initiatives in terms of operational efficiency and improvement of working conditions among our ramp staff.

The Airport Innovation team is now focused on ALC and IBZ, next objective stations, to put into use this system, at an unstoppable rhythm.

As of today 7 airports are providing automated BRS: MAD, BCN, BIO, TFS, LPA, AGP and PMI.

And we go on!

With no detriment to efficiency, competitiveness, or sustainability, Iberia Airport Services (IBAS) is fully aware of the importance of conducting all its operations in a secure environment for which we have a Safety Plan for making continuous improvements across all company areas with theme of “Using the Five Senses”.

We are forging a Safety culture in our operations, as a working method with which to address every task performed by our employees, and particularly those working on airport ramps. With the aim of raising awareness among employees, we carry out continuous communications campaigns as one of the pillars on which to establish such a safety culture.

How we devise these campaigns:

  • In 2018 we launched monthly campaigns stressing a variety of messages arising from the case studies addressed in our weekly operational safety meetings.

  • We learn by playing, as our employees take part in what we call “wiki safety” contests, in which they answer questionnaires related to safety issues, with prizes for the winners.


  • We also stage an annual “Safety Challenge”, in which our employees are given the opportunity to propose ideas or initiatives with the aim of making our operations safer. There are rewards for the best ideas, which are implemented at all the airports we serve.

  •  On 28 April we celebrate “World Safety Day” to promote safety culture Safety together with other Iberia units (maintenance, workplace accident prevention, etc.)
  •  We developed the “Safety Kiosk” to improve employee access to operational information (procedures of client airlines, safety bulletins, tutorials, etc.), within the framework of the ongoing company-wide digital transformation plan in which Iberia Airport Services is fully involved.

  • We identify and promote a policy of recognition, identifying the best practices.
  • Another basic pillar of safety culture is the training of our employees. In this area we are introducing new concepts and methods to make this training more efficient.

  • In the Ground Equipment area, continuous improvements are being made to most of the equipment, making it safer to operate.
  • All this is accompanied by permanent safety sessions in all our airports, in which we convey information in the most direct manner.

Iberia Airport Services adapts to the needs of our customers, with the greatest safety in all our operations, by putting our five senses to work in everything we do.

Iberia Airport Services has received the ARI Award for Excellence in the aeronautical sector awarded by the magazine Avion Revue International.

These awards recognize companies that stand out during the year for their achievements, developments, introduction of significant advances and / or excellent performance in their sector.

The director of this publication, reference in our market, Jorge Peñalba, delivered a commemorative diploma to our Director of Airport Services, Ángel Marcos, who was accompanied by his entire leadership team. The delivery took place at the Iberia stand in FITUR, the major Spanish Tourism event.

This award is granted for the efforts of Iberia Airport Services to preserve the environment by steadily renewing our fleet of GSE with more ecological units, for applying the latest technologies in our different areas (ramp, passenger attention, coordination) and for introducing digitized systems at all the airports where we operate.

Avion Revue, since its creation in 1982, covers all the news of the aviation world both nationally and internationally, with presence in Spain and Latin America.

ARI Awards for Excellence are granted annually by the editorial staff of the magazine to reward excellent performance in the sector.

With the main  goal to be able to complete the practical training of our ramp agents training plan, in  an entertaining environment before starting over the “real working” world,  Iberia Airport Services starts in Madrid and Barcelona its new dummy models .

Thanks to this platform our employees train all over again, until they become confident with the equipment aircraft positioning. In addition, we do stress in the best safety working practices and we explain procedures that we do have established as for example the brake safety rules and equipment marshaling.

At the Madrid-Barajas training centre, a section of an A320 (registered as EC-FDB) is used, and in Barcelona custom-designed model built by the Comanche company does the job. Both stand at the actual height of a real aircraft, and allow trainees to practise loading in number 5 and aft cargo holds.

Iberia Airport Services continues to win new contracts to provide handling services to outside companies in Spanish airports. We are now serving Swiss, one of the airlines in the Lufthansa Group, at Bilbao airport.

Iberia’s handling arm began to serve Swiss on 1 November, under a contract that covers some 185 flights per year.

Meanwhile, the contract to serve Lufthansa itself in Bilbao was renewed for another five years. The renewal fortifies commercial relations with this historic European airline, and covers more than 2,300 flights per year.

In both cases, full handling services will be provided, from check-in and boarding to the delivery of checked luggage, as well as loading/unloading as well as coordinating refuelling and cleaning tasks.

Last 21 September saw the launch of the new Airports Safety Training Plan, an ambitious programme developed by the areas of Training and of Knowledge Management of Iberia’s Human Resources Division, plus the training area of the Airport Services Division and Airports Human Resources.

The presentation of the “Advanced Safety” plan was attended by the operational safety managers of Spain’s nine busiest airports along with 22 members of the nine airport safety teams. This meeting was one of several initiatives for increasing safety on airport ramps.

The meeting was divided into four parts:

  1. A talk by the Innovation Team: “Driving the Culture of Safety”
  2. A talk about “Preventative Workplace Safety”
  3. Presentation of a new on-line training scheme aimed at underlining the most important everyday airport operational safety concerns.
  4. A talk about skills development: “Communicate in order to Achieve”.


Deployment of On-line Training

The previous on-line training scheme has been replaced by a new model that is more digital, visual, intuitive, dynamic, and interactive, using a mix of elements to help consolidate knowledge.

The new digital format is aligned with Iberia’s company-wide digital transformation, in which the Airports Division is taking part via its  Go-up! Project under the directives of the new e-learning training model. Marta García-Miranda, chief of Training and Knowledge Management, comments, “We are opting for a new way of learning in which the employee can experiment and learn from case histories and experiences similar to those that arise routinely,” adding “We are changing the traditional model of e-learning, which was very tedious for the user, for a more interactive and visual one.”

Sonia Alfonso, from the Airports Innovation Team, opened the session with a review of all the steps taken so far this year and all the actions making up the Safety Plan in terms of communications: “The campaigns and messages that made up our ‘safety causes’ each month, our first idea contest, the monthly questionnaire about safety concepts that we call ‘’, the new safety information supports, etc. We launched this plan in December under the theme ‘With your five senses’, and then applied this mantra in concrete messages, focusing on the most critical aspects so that safety can be our way of working, the only way to approach ramp operations”. Sonia said ramp staff are “a key element in the implementation of safety culture, as people who identify 100% with this aim and this philosophy”.

The day also included a talk by the Airport Services Division’s Workplace Safety Risk Prevention Manager, Silvia Santiago, who stressed the importance of using individual protective gear to avoid accidents. She also encouraged all participants to get involved with accident prevention issues.

Iberia Airport Services (IBAS) has signed a new contract to provide full handling services to Swiss, a Lufthansa Group subsidiary, at Bilbao airport, while renewing its contract with all Lufthansa Group airlines at the same airport.

The contract with Swiss will cover some 185 flights each year.

The handling division’s contract with both Lufthansa units in Bilbao has been renewed for five years, and covers approximately 2,300 flights each year

According to IBAS Chief Ángel Marcos, these developments constitute “a show of confidence and a sign of our company’s prestige in the handling sector.”

Lufthansa Group airlines have signed up for full handling services including passenger and ramp services, baggage and freight, aircraft refuelling and cleaning, etc.

As part of an ongoing digitisation process, Iberia’s airport handling division is issuing smart phones to passenger handling service unit chiefs and supervisors at Madrid-Barajas airport. Use of the device is expected to lend greater flexibility and mobility to Iberia Airport Services personnel in the check-in area.

The small size and versatility of smart phones is making them extremely useful tools in our daily lives and at the workplace, where they offer a new world of possibilities.

The particular advantages they are expected to bring to the check-in area include:

  • Immediate access by users to all information needed for doing their jobs correctly.
  • More flexible and efficient check-in processes.
  • Real-time control of passenger flow and workloads in the check-in area.
  • More fluid communication amongst working teams, and better coordination with other areas.
  • Better service to our customers.

Alberto Terol, a member of the Customers Division digital transformation team, points out that “the use of Microsoft 365 in the new devices represents a step forward in the digital transformation of Madrid-Barajas airport. Office 365 is more than a set of tools –it’s a new way of working. The use of the Teams tool in the handling division is showing very good results in coordinating flows of communications between working teams, while the Sharepoint tool facilitates immediate access to all shared documentation.”

In addition to bringing improvements to the customer experience and reducing airport waiting times, this initiative is also raising the level of engagement of handling staff by making it easier for them to do their jobs efficiently. Antonio Rodríguez Aranda, the Senior Passenger Care Manager at Madrid-Barajas, comments: “This is a step forward in the project we launched last year for middle managers by aligning all to a new team management model, and supplying them with new tools that enable them to perform their tasks more easily, simply, and efficiently, while helping drive the change of culture amongst our staff.” In addition, he says, “it improves our communications, making it much quicker and easier to contact middle managers in each area”.

The introduction of these smart phones comes within the framework of the “customer experience” section of the Airports Go-up! programme being spearheaded by the Innovation department in collaboration with Madrid-Barajas teams including Customer Care, Customer Experience on the Ground, Brand, and Systems teams.