Meet Edwin, Ramp Agent at Changi Airport

One rainy day at Changi Airport in 2020, all ground handling operations came to a sudden halt.

There was lightning activity in the area, and for ramp operations, that meant a hard stop.

The ramp is an open-air environment filled with aircraft, ground service equipment (GSE), and personnel such as ramp agents. Working at the ramp during lightning poses serious safety risks, including exposure to electrical strikes and danger around fuel and metal equipment. Hence, all work must be stopped until it is safe to resume.

Under a covered shelter, Edwin Tan, a ramp agent (also called ramp serviceman), waited with the SATS apron services team.

Edwin Tan, Ramp Serviceman at SATS (Singapore)

That day, he had been assigned to a departing flight to Christchurch International Airport. While waiting for clearance, he and his ramp loading officer (RLO) reviewed the cargo manifest.

That was when a particular item caught their attention – a donor kidney.

A patient in New Zealand was scheduled for a kidney transplant and was waiting for the donor organ. Edwin and his officer knew that every minute counts in this medical situation, as an organ taken out of the human body can only be viable for transplant after a certain period.

“At that moment, you realise it’s not just cargo,” Edwin recalls. “It’s someone’s chance to live.” 

The team knew that once operations resumed, there would be no room for delay. Long story short, the organ was flown to its destination and saved a life.

This story might easily be Edwin’s favourite moment as a ramp agent. It is one of those times when he feels extremely proud of his chosen career in ground handling.

What happens in aircraft ground handling

Before a flight departs, SATS handles the ground services that get the aircraft ready for its journey

As passengers, we only experience the journey in the air. But every flight depends on a tightly coordinated ground handling operation before every takeoff.

Ground handling refers to all the activities that take place the moment the aircraft arrives at the gate to the moment it departs again. This includes aircraft positioning, cargo and baggage handling, equipment setup, safety checks, and coordination between multiple teams.

The preparation begins even before the aircraft lands. The apron services team at SATS, which consists of a ramp loading officer, equipment operator (EO), apron assistants (AAs), and ramp agents like Edwin, begins to set up the aircraft’s assigned parking bay twenty minutes before a flight’s stipulated arrival at Changi Airport.

They check that all ground support equipment is working properly, review cargo documentation and loading instructions, position equipment such as loaders and transport vehicles, and prepare systems required for a smooth turnaround. 

As soon as the aircraft engines are turned off, the ramp gets extremely busy. Cargo is loaded, new shipments are prepared, and teams move in coordination to ensure the next flight can depart safely and on time.

What does a ramp agent do

Within the ground handling operations, the ramp agent plays a critical role.

Edwin describes his job simply: "I’m the RLO’s second pair of eyes.” A ramp agent performs a lot of tasks during ground handling operations including the following:

• loading bags and cargo

• ensuring locks in the cargo hold are secured

• verifying cargo placement and safety

• operating equipment such as sky loaders and tow tractors

• supporting multiple tasks across the turnaround process

Every task must be carried out with focus and precision.

“Any lapse on our end could be potentially risky for hundreds of passengers boarding the aircraft,” Edwin explains. This is why he puts in one hundred percent on every flight he is assigned to.

This level of discipline becomes even more critical when handling sensitive cargo, including pharmaceuticals, perishables, and donor organs.

For shipments like the donor kidney, ramp agents must ensure the cargo is handled according to strict requirements, minimising delays, and ensuring it is safely loaded for transport.

“That day stayed with me,” Edwin shares. "It reminded me that what we do has real consequences beyond the airport.”

Read also: Meet the women who are defying stereotypes on the ramp

What happens during aircraft turnaround

From the ramp control centre at SATS, teams coordinate every moving part of the turnaround to ensure each departure stays on schedule

One of the most critical phases in ground handling is aircraft turnaround – the window between arrival and departure.

Depending on the aircraft type and operational requirements, turnaround times are tightly managed. Narrow-body aircraft often have shorter turnaround windows, while wide-body aircraft require more time due to higher passenger and cargo volumes. Regardless of aircraft type, every minute matters. 

Within this limited time window, multiple activities must happen simultaneously:

• aircraft parking and safety checks 

• unloading inbound cargo and baggage

• loading outbound shipments

• coordinating with other ground teams, like catering and cabin cleaning

• final inspections before pushback 

For airlines, this directly impacts on-time performance (OTP), a key operational metric that measures how reliably flights depart as scheduled. Delays during ground handling can create a ripple effect across the entire network, affecting connections, crew schedules, and overall customer experience.

This is why efficient and precise ramp handling is critical. “Everyone knows their role,” Edwin says. “We may be doing different tasks, but we’re all working towards the same departure time.”

The ability to execute these tasks efficiently and safely ensures that flights remain on schedule.

Why safety is critical in ramp handling

The ramp is one of the most demanding environments in aviation.

Ramp agents work around active aircraft and heavy machinery, in all weather conditions, and under strict operational timelines.

Because of this, safety is always the top priority.

“You must stay fully focused,” Edwin says. “Even a small mistake can have serious consequences.” This discipline defines every aspect of ramp handling, from equipment checks to cargo loading and communication across teams.” 

Hence, a ramp agent requires not just physical strength but more importantly, strong situational awareness, attention to detail, team coordination, and consistent discipline and focus.

A career in ground handling

Edwin has been part of the apron services team for six years now. His passion for the inner workings of the airport stems from his interest in travel. When he was younger, Edwin dreamt of being a tour guide or a cabin crew member, hence, pursued hospitality and tourism at school. He just loves travelling.

But while he enjoyed the front-facing aspects of the aviation industry, what truly captivated Edwin was the behind-the-scenes operations. This ultimately led him to start his career at SATS.

“Six years with the apron services team had been a fast, fun-filled journey,” Edwin says. His love for travel did not go away, and in fact, it burns even brighter. Every day, he gets a sense of satisfaction thinking about the destination the aircraft will fly to. “It is as if I am travelling there myself, too,” he says with a hearty laugh.

Apart from his passion, Edwin highlights how SATS has become a family he looks forward to bonding with each day. He is proud of how his team works together, despite the diverse background they have and the distinct roles they perform. 

“Now I know why a lot of my colleagues stay in this company for many years,” Edwin reflects. To this day, he is still in awe of how they no longer need words to communicate, especially when working at the ramp.

Edwin admits that the ramp agent role is not for everyone. It is a physically and mentally demanding job, but he also admits that being a ramp serviceman at SATS is a rewarding career. “I can’t be a hero every day,” Edwin shares, “but by doing my work properly, I also save lives.”

Frequently Asked Questions

Q: What does a ramp agent do? 
A ramp agent supports ground handling operations by loading and unloading cargo and baggage, securing cargo in aircraft holds, operating ground equipment, and ensuring all safety checks are completed before departure.

Q: What is ground handling in aviation? 
Ground handling refers to all activities that take place while an aircraft is on the ground, including parking, cargo handling, aircraft servicing, and preparation for departure.

Q: What is ramp handling? 
Ramp handling is a part of ground handling that focuses on operations around the aircraft on the ramp, such as loading cargo, operating equipment, and conducting safety checks.

Q: Why does lightning stop ramp operations? 
Lightning poses serious safety risks in an open-air ramp environment where aircraft, equipment, and personnel are exposed. Operations are paused to protect workers and prevent potential accidents.

Q: What is aircraft turnaround? 
Aircraft turnaround is the period between an aircraft’s arrival and departure, during which all ground handling activities are completed to prepare the flight for take-off.

Q: Why is on-time performance (OTP) important for airlines? 
On-time performance reflects how reliably flights depart as scheduled. Strong OTP improves passenger experience, reduces operational disruption, and helps airlines maintain efficient network operations.

Q: Is being a ramp agent physically demanding? 
Yes. Ramp agents work outdoors in all weather conditions, handle heavy equipment, and operate under time pressure, requiring both physical endurance and mental focus.