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  • The ISAGO (IATA Safety Audit for Ground Operations) certificate accredits handling agents that comply with the highest safety standards defined by IATA. ISAGO, as with IOSA (IATA Operational Safety Audit) for the airline, reviews through an exhaustive audit all the operational procedures and processes that we carry out, the regulations that we have published and many other aspects of the documentation that regulates ground operations, verifying that all of this complies with the regulatory requirements and IATA standards.

To carry out this inspection, once requested by us, IATA appoints a global Audit Organisation, which in turn assigns an audit team to review more than a thousand operational standards spread across the five areas in which we carry out our activity:

  • Company organisation (SMS, Training, Quality, etc.).
  • Passenger and baggage assistance
  • Aircraft loading and unloading (handling of equipment, wheeling, etc.).
  • Control of aircraft loading and centring
  • Aircraft movement on the ground

On behalf of IBAS, all areas related to the operation have actively collaborated, both Central Services and Madrid-Barajas Airport Management, coordinated from the Quality and Environment area.

IBAS has just renewed this certificate at Madrid-Barajas Airport, a further step towards excellence, quality and safety in our services as a handling agent. A recognition of the experience and work of our employees for their involvement, commitment and constant effort.

An endorsement of excellence in operational safety for our portfolio of more than 150 client companies, and a benchmark for the renewal of handling licences.

Ibas is exploring new initiatives to accelerate the digitalisation of turnaround and make airport processes more efficient and agile.

In addition to remote-controlled push back tractors for push back in Barcelona and Madrid, we are using an innovative operational management tool called Kepler, which unifies all traditionally used applications into a single one and allows resource planning, real-time monitoring of the operation, invoice management and data analysis, as well as the development of other in-house collaborative tools that improve communication and collaboration between teams.

In addition, we are working on automatic load sheets, developing a more intuitive and agile system, called IRIS, which allows us to reduce indecencies and time between operations.

Flynews echoes our innovation in this recently published article.

 

 

 

       

Espacio Iberia, located in the heart of Madrid, at calle Velázquez, 37, is a 350 square metre space open to the public to enjoy a different and unique experience.

We have recreated the cabin of an aeroplane, with Business, Premium Economy and Economy seats, where visitors can enjoy the experience as it is offered in flight at 30,000 feet, but without having to take off from the ground.

         

But the fun doesn’t stop there. Wine tasting, beer tasting, show cooking, coffee tasting… and even a walk through the history of our uniforms, which visitors can try on and have photographed with a fun 360º Glam Cam. In addition, visitors to the Iberia Space can also purchase iconic merchandising objects.

       

An experience that we also share with our employees, dedicating this space exclusively to them, in recognition of them, our people, because they are the face of our service and attention to each of our customers, the ones who personalise and humanise this experience every day at our airports. Today we have brought together check-in and ramp agents, coordinators, trainers, administrative staff and their managers so that for one day they can become customers by living “their experience with Iberia”.

 

We all add up with these internal events that bring together colleagues from different areas, exchange impressions, live and feel like a passenger, get to know the services we offer in first person and, above all, get out of their routine, because they deserve it. We are proud of you and grateful to share this space today, which we have enjoyed!

 

We remind you that anyone can book these activities in advance at https://espacio.iberia.com or at the reception of Espacio Iberia, as the capacity is limited. Open every day, from 12 to 21h from Monday to Sunday, including public holidays, until 30 June.

 

 

 

 

 

Iberia Airport Services has been the handling company chosen to accompany UNITED AIRLINES in the expansion of its transatlantic network in Spain. The American company has just launched two new routes from Newark (EWR) to Palma de Mallorca (PMI) from June 3rd and Tenerife South (TFS) from June 10th.

Last January we won the tender launched by the company after hard work in the commercial area.  Ana del Cura, commercial manager of the account and specialist in American airlines, tells us about the particularities of the whole process for the landing of UNITED at IBAS airports: “American companies must follow the particular regulations of the United States and this is reflected both in the contract and in the documentation that, as handling service providers, we must present and comply with. In the specific case of UNITED AIRLINES for the opening of the two destinations in Spain to PMI and TFS, we have received great support and there is a fluid communication with their team that has made it possible to solve the particularities in the implementation at a technical, training and procedural level. We are delighted to include UNITED in our client portfolio and very excited about their confidence in this new project and those that may arise in our airport network. I am convinced that this is only the beginning of a successful and long-lasting relationship, and I feel very fortunate to be able to accompany them on a daily basis as UNITED’s KAM.

       

At IBAS we are committed to making UNITED’s operations a success, coordinating the start-up between all the areas that in one way or another are involved in the care of their aircraft. Our goal is to plan the operation in perfect harmony so that nothing goes wrong. On site, at each stopover, an action plan was developed with IT and operational systems; HR with the planning of the assigned personnel and the training to be provided; MASA cleaning managers and the Commercial area to coordinate everything agreed with UNITED. In addition, we have provided support with AENA for the implementation of their procedures and resources at our bases. A large number of training hours have been given to our passenger, boarding, coordination and loading and unloading staff. In addition to facilitating the management and placement of the branding for the airport terminal, reinforcing and promoting the start of operations.

       

Joana Quintana Morey, Manager of Palma de Mallorca Airport (PMI), highlights the enormous media coverage and the good reception that UNITED’s arrival on the island has had, allowing non-stop travel to the USA. “Despite the fact that during the preparations we have had to overcome many challenges different from what we are used to, such as the implementation of security protocols according to American regulations, we have put a lot of enthusiasm into this project and I am sure that we will be able to provide a good service with the involvement of all of us who make up IBAS at PMI. “

       

Sonia Henríquez Brito, Manager of Tenerife Airport (TFS), tells us what the arrival of UNITED has meant for her stopover “We have had two big challenges at TFS. Firstly, the connection of their routers and the availability of SIM cards, and secondly, the reception of the company’s equipment. The lifting of this material involves a bureaucracy that does not exist in the rest of the Iberian Peninsula, and it is proving complicated to lift the goods at the cargo terminal. We are fully engaged in the logistics and provision of material, which will be here for the first operation next Friday.

Our aim is always to ensure that the client company feels at home and to show them that we have all their needs covered. We are looking forward to seeing this first landing and serving UNITED; it will be a   historic milestone for the Tenerife team”.

With PMI operations already underway, and days away from the first take-off at TFS, the Iberia Airport Services team is ready to fly with UNITED AIRWAYS!

   

 

 

Barajas airport concentrated this weekend a large number of special operations, more than 80 flights, departures and arrivals that were attended between 26 and 29 May. Customers who demand tailor-made services for very specific needs and who rely on the know-how of Iberia Airport Services as a reference handling service.

Corporate incentive trips

Five flights took off for New York with two thousand passengers on board the Mapfre company. An operation prepared with great care by our teams and which proved to be a success: counters prepared and differentiated for these passengers, support check-in agents, control of health documentation and special requirements previously validated.

In addition, we also coordinated with our colleagues in Barcelona an additional flight for the same company.

 

                  

Sporting events

It was an “exodus” of Real Madrid fans to Paris to attend the Champions League final. A long awaited final after two years without taking place that nobody wanted to miss and that only a few lucky ones were able to experience live.

For them, Iberia Airport Services had prepared and sized all its resources to attend to the more than 80 flights of companies such as Iberia, Iberia Express, Air Nostrum, Evelop, Worl2fly, Privilege and Orbest.

More than 10,000 fans went to Paris and returned in just 24 hours, where the white “dream team” awaits them in the Parisian capital.

Musical events

And to round off the weekend, Iberia Airport Services welcomed the Rolling Stones on their arrival in Madrid, the city chosen by the famous band to give one of their concerts. Another very special operation that demands many special security requirements, custody and transfer of both the band members and their bulky luggage.

Iberia Airport Services congratulates the white team on their victory in the Champions League final. For our part, we are happy to have participated with our work, so that their fans arrive intime to enjoy it and return with the “orejona”.

In these photos, we share moments of the attention to these customers, ¡thank you Iberia Airport Services team!

 

 

The world of aviation arouses great interest in general, and especially our followers on social networks. They are very interested in everything that is hidden behind each flight, what is not visible to the naked eye, when we personalise and “humanise” our work through you.

Who hasn’t ever wondered what happens just below your feet when you are sitting in a plane about to start the backward movement, and what happens in those moments before a plane takes off safely?

Beatriz Carmona, coordinator at Madrid airport, tells us today on our social media profiles what her day-to-day life is like. We have accompanied her during one of her days, in which she interacts with colleagues from other areas: passengers, ramp, pilots…

Coordination is essential for a plane to take off on time and safely, so each team assigned to a flight knows what they have to do.

The “dance” around the plane starts between one hour and 45  minutes before the scheduled departure time, depending on the type of plane.Bea makes sure that this meshing fits together perfectly: “I have to have a thousand eyes everywhere because there are so many things going on at once that I have to be aware of. We serve more than 150 client companies and never one flight is the same as another. That’s the magic of my job.

“My favourite moment of the day is doing the pushback with the Mototok; I operate the aircraft with my hands, I am the pilot’s eyes. I never imagined that this job existed and I can’t see myself doing anything else.”

   

Will you take off with us on this flight? You can watch the full video at these links:

YT: https://youtu.be/D8NGo_HBUyE

FB: https://fb.watch/d5QbPBJl-L/

IG: https://www.instagram.com/p/CdvFp80Dy-T/

TW:  https://twitter.com/Iberia/status/1527251131105255424

Josep Tarradellas Barcelona-El Prat Airport (the second largest in Spain) is located 12 km southwest of Barcelona and 6 metres above sea level. The airport has had several popular nicknames such as La Volatería, Aeropuerto del Prat, or the most common of all, Barcelona-El Prat Airport, although the official name is Josep Tarradellas Barcelona-El Prat Airport. It has two terminals and three runways, two parallel runways and a cross runway, which allow up to 90 operations per hour. Barcelona-El Prat is the main hub for the airlines Vueling and LEVEL, but 89 other airlines operate there, 70% of which are low-cost airlines.

The 1992 Olympic Games were held in Barcelona, for which the city and the airport were transformed to accommodate the event. Iberia Airport Services (IBAS), as the airport’s sole handling agent at the time, provided service for the entire special operation that took place at the end of July, August and September, including the Reduced Mobility Passengers service during the Paralympic Games. The Madrid-Barcelona corridor route -or Puente Aéreo- continues to be the route in Spain with the highest passenger traffic.

IBAS employs between 1,600 and 2,300 staff (depending on the season) and serves 31 airlines such as Vueling (our main client), Emirates, Turkish Airlines, American Airlines, British Airways, Iberia and Level. It is the only Spanish airport where Singapore Airlines flies 5 times a week.

Antonio Rodríguez Aranda, senior manager at Barcelona Airport, explains how they are organised at the stopover: “There are three different work areas: coordination, passengers and ramp, all located in T1 of the airport, although we provide services in both terminals of the airport. During 2020 and 2021, we have worked on developing the versatility of the entire workforce. In fact, around 93% of staff in the passenger area are now able to check-in on three different systems, 100% of coordinators can occupy a console position and the ramp area has merged different quadrants that previously worked as “isolated departments”. In addition, in all areas of the airport, including operational support (planning, human resources, quality, billing services) we work with Kepler, our real-time integrated operational management system. The use of Kepler, together with the deployment of collaborative tools such as Teams, Planner or OneNote from Microsoft Office 365, together with the incorporation of mobile devices, has meant a great advance in the digitalisation of processes – monitoring of the operation in real time, both of companies and of vehicles on the apron that are broken down or badly parked, the status of baggage deliveries, etc. – In this way, adds Rodríguez Aranda, “we are able to manage the operation by combining the dedication required by the HUB operation of our main client, Vueling, with more than 220 flights per day (pre-pandemic), with the diversity of the requirements of the other 30 clients we serve. Of course, this is possible thanks to the commitment of our staff and the collaboration of our suppliers and AENA.

Did you know that at BCN the staff who serve Vueling wear their uniforms? 

And that we have four Mototok or electric pushback units?

Joaquín Andrés Yasky, assistant manager of LATAM’s Europe airports, acknowledges that “BCN is one of the top airports, and it is usually where we obtain the best customer satisfaction index”. Last January, the IBAS BCN team was recognised by LATAM as the most punctual stopover in its entire network, in addition to obtaining the best baggage delivery ratio. In February, it achieved the best NPS (net promoting score), i.e. it was the airport most highly valued by passengers, for which LATAM awarded the LATAM bonsai tree, a symbol of customer care and delicacy, as recognition. In March, for the third consecutive month, it was once again the most punctual stopover for this airline, one of the main customers at BCN. “IBAS is always at the height of the best handling, offering us a quality service,” says Yasky.

 

 

   

Today, International Day for Safety and Health at Work, the Safety 360º Tour kicks off at Ibiza airport, an event in which local authorities, suppliers and customers take part to learn about safety together in a fun and entertaining way.

During the pandemic, at IBAS we have had to adapt on a daily basis to needs that were not even contemplated in our procedures – such as, for example, cargo in the passenger cabin – a situation that has only served to highlight the value of the entire Safety culture that we have been implementing for some years now.

We have gone from a central manager in Operational Management with Safety functions to a structured operational management system that supports and underpins our operations vis-à-vis authorities and customers, with local representatives at all levels.

Today we look back on the evolution of our safety culture and take another step forward, to continue to be the best benchmark for handling in Spain.

IBAS has safety in its DNA and this is demonstrated by the more than 150 client companies that trust us, because SAFETY is each and every one of our employees.

Today the Safety 360º Tour kicked off in Ibiza. It will be followed by the airports of Santiago de Compostela and A Coruña and so on, each and every one of the 29 airports where we are present.

SAFETY 360º TOUR – IBIZA AIRPORT

 

 

 

 

 

 

 

 

 

 

 

 

In the last two years we have been completely transforming our airport activity, and remote-controlled pusher tractors are at the forefront of our commitment to innovation and sustainability, as their use reduces noise pollution and emissions.
IBAS is the first handling operator to use these new tugs in Spain, manufactured by the German company Mototok. What’s more, we were the first in the world to use the electric push back on regional aircraft.
This fact has not gone unnoticed by the sector’s media. Actualidad Aerospacial magazine has just published a report about it. You can read it here: https://actualidadaeroespacial.com/wp-content/uploads/2022/03/Actualidad-Aeroespacial-2022-abril.pdf (page 20).
We hope you enjoy reading it.

The last weekend of March we change the time on our clocks, we change our moods, longer days arrive, days of light, days of summer. Iberia Airport Services, also starts the new season, happy and committed to help transport the illusions of thousands of passengers, and together, welcome the spring.

We leave behind the last two years to face the Easter campaign with renewed energy and great enthusiasm, the first major challenge of the year, due to the volume of flights and passengers to be handled in just a few days. At all our airports we are doubling our efforts and are already preparing for the arrival of a “New Summer”.

During the Easter holiday period we have 10,080 operations planned, which means handling no less than 160% more activity than we had last year, and only 8% less than in 2019.

Our client airlines are also back in the air, ready to get back to work, Czech Airlines (OK) in Madrid, Lufthansa (LH) in Jerez de la Frontera, Blue Bird (BBG) in Barcelona. Other companies have chosen us and are starting operations with Iberia Airport Services; Eurowings Discover (4Y) in Jerez de la Frontera, Edelweiss (WK) in Bilbao, Air Alsie in Palma de Mallorca and Ibiza, ITA (AZ) in Mahon, Fly Play (OG) in Madrid, Malaga and Palma de Mallorca, Swiss International Air Lines (LX) in Jerez de la Frontera, Chatay (CX) in Madrid and Barcelona. We are working together to make the new season perfect.

We have been preparing, we have been recruiting for temporary staff at many of our airports, 800 conversions were carried out in March, which represents an 11% increase in staffing levels. We promoted and invested in training hours for our agents. The command area was reinforced to monitor and control operations.

The ground equipment needs at each of our airports were reviewed in detail. Our fleet has been reviewed and inspected, especially the window boxes, as they include air conditioning and are the ones that receive our passengers on their transfer to the aircraft; the rest of the equipment, ladders, belts, towing tractors, all have been overhauled.
Ramp processes have been reviewed with the Checklist, safety processes are monitored and reviewed with real time notification of any incident.
In addition, our cleaning and baggage delivery suppliers have already adapted all the services they provide us with to the increase in activity that the new season entails.

We asked three of our airports to tell us how they have prepared for this campaign.

David Martínez Álvarez, Manager at A Coruña Airport, tells us how they have prepared. –

“At A Coruña airport, we have programmed the staff at the stopover to be able to attend to passenger check-in, reinforcing the shifts with a few more desks, especially during the peaks of 4 planes that we have. We have reinforced the baggage claims desk (LL) at these peaks, in order to speed up any possible incidents that may occur.
In the ramp area, safety inspections have recently been carried out on the operation of all the equipment and we have checked that all maintenance is up to date, minimising possible breakdowns. Together with the central office, the ground equipment has been sized for the whole summer, in order to provide the best possible service to all the companies that will be operating.
The ramp staff shifts have also been reinforced, in anticipation of the increase in baggage to be handled. The PMR´s service has also been reinforced with more staff, which we also attend to at LCG”.

Pedro Linero, Senior Manager of Peninsula Airports, comments on the measures taken by one of the busiest airports these days:

“Malaga is one of the favourite destinations for Easter, passenger traffic will increase these days by 20%, so we have taken extraordinary measures in all passenger processes. I would highlight, for example, the opening of some counters in advance for most of the companies to H-150 (Vueling (VY), Iberia Express (I2), British Airways (BA), Aer Lingus (EI) and Finnair (AY), anticipating the closure of the same. We have reinforced the Lost&Found and the gardener services in time slots where we may have an increase of remote aircraft. In addition, we have held a meeting with the AENA media allocation department to try to ensure that the remote stand schedule is favourable to us. In short, we are ready, it will be a good season”.

Corinne Martínez, Manager at the airports of San Sebastián (EAS), Pamplona (PNA) and Vitoria (VIT), summarises the preparations for each of the stopovers.

“At San Sebastian Airport, since last month we have been reviewing with AENA the schedules and the allocation of resources. The start of Easter Week coincides with a special operation due to the ORONA shareholders’ meeting at EAS. And on the 8th, 2 new Volotea routes will be inaugurated. We are setting up an additional counter to improve check-in times, reinforcing shifts to cover the airport’s operating hours. We have managed the transfer of a conveyor belt from Madrid-Barajas to EAS to cover peak activity.
In Pamplona, all check-in and boarding counters that have not been used throughout the year are being reviewed; we are reinforcing shifts to cover practically the airport’s operating hours; we are holding meetings with AENA to analyse the most critical days, such as 8 (ORONA event), 13, 14 and 18 April.
And at Vitoria airport, although there is no increase in scheduled activity for the summer, we have special Easter Week operations on 13, 14 and 18 April. We also dispatch with AENA to control the scheduling and slot allocation; and we support the operation with staff from Pamplona”.

Iberia Airport Services, ready to take off with each of our customers.

Happy Easter!