Ground Support Worldwide - 22

Photo courtesy of GTAA

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22 GROUND SUPPORT WORLDWIDE

MARCH 2020

LOS ANGELES, CA
310.327.8407
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challenges with their GSP performance in
2016 and 2017 led to interruptions to airport
operations causing a detrimental effect on
the airport's passengers.
"It was determined that a level set would
enhance safety and improve performance
while creating a world class ramp operation
in support of Toronto Pearson's journey to
become the world's best airport," says Shack.
"Passengers and airport partners deserve a
positive ground handling experience, which
the airport authority can provide by raising the standards for service by independent
ground handling providers and for airlines
that handle themselves. The GSP LTO at
Toronto Pearson ensures a consistent SLS
across the airport and reinforces a common
commitment to new world class standards."
Matheson says that many times when
ASG is asked to help develop an AOL it's
coming off the back of issues like the ones
that led to GTAA's adopting LTO.
"A lot of the time, the first call is 'we have
had an increase in accidents' or 'we have had
an increase in airlines complaining about
foreign object debris,'" says Matheson.
"Generally speaking, what you find is that
a lot of the issues are because you have lots
of different stakeholders, who don't really
know the rules. Therefore, they kind of do
what they think they're meant to do, and
yeah, there's an airside operation manual,
but nobody's held accountable for it. So,
generally speaking, it's a deterioration of
service or safety issues which prompt an
airport to go, 'I think we've got a problem,
can we get something sorted out?'"
However, Matheson stresses that an AOL
isn't something an airport can use to overarchingly inflict their will on airlines, ground
handlers and other service providers, forcing them to solve every issue on their own
and to the airport's liking.
"This is about behaviors and responsibilities and corporate and individual accountability," says Matheson. "Sometimes airports
have tried to inflict operational standards
onto airlines and their ground handlers,
which have been commercially unsuccessful. That's not the purpose of the AOL. It's
a community agreement - good accountability and clear lines of responsibility,
and I don't mean that just from the ground
handler, I also mean that there'll be some
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Ground Support Worldwide

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