When a plane brakes on arrival and passengers disembark, the cycle begins again. A ground handling crew is already at the bay, preparing the same aircraft for its next journey. This cycle is crucial for airlines to maintain on-time performance (OTP), which affects their reputation.
Ground teams spring into action to prepare the aircraft for its next flight
Around the world, SATS Group, together with WFS (Worldwide Flight Services), supports airlines with ground handling, cargo handling, passenger services, and operational support that help keep flights safe, efficient, and on schedule.
At Dallas Fort Worth International Airport (DFW), one of the busiest hubs in the United States with more than 33 million passengers each year, Turnaround Coordinators like Sheila and Shad help every aircraft turnaround come together seamlessly.
Aircraft turnaround is the period between an aircraft's arrival and its next departure. During this period, teams work quickly to unload baggage and cargo, clean the cabin, restock catering, refuel, perform safety checks, and prepare passengers and crew for the next flight.
When airlines get turnaround right, it directly boosts OTP, operational efficiency, customer satisfaction, and aircraft utilisation. Even a small delay at the gate can quickly ripple through the entire network.
That’s where turnaround coordinators at WFS, a SATS company, come in. Their job can be summed up in three Cs: Coordinate, Calculate, and Communicate. Passengers may not notice them, but these coordinators play a crucial part in making sure everyone gets to their destination on time.
Sheila Colón Morales, Turnaround Coordinator, QR Passenger Services, Dallas Fort Worth Airport (WFS Americas)
Sheila manages two international flights heading to West Asia. As soon as the plane parks at DFW, she gets to work, staying in touch with ramp agents handling baggage and cargo, catering teams restocking meals, fueling crews topping up the tanks, and cleaners getting the cabin ready for the next passengers.
She collects and shares the data needed by the Centralised Load Controller for the Load Information Report, checks all paperwork to make sure it’s complete and correct, and gives the pilots their Operational Flight Plan and Notice to Captain before departure.
While it might seem like a logistics job, there’s much more to it. Sheila has to keep both safety and schedules in mind, always ready for the unexpected. Whether it’s a late passenger, cargo that needs to be offloaded, or a catering delay, she’s the one who finds a way to keep the flight on time.
Still, Sheila enjoys the challenge. She has worked in aviation for eight years, starting at another airport before moving to DFW as a Customer Services Agent. After working in ground operations, she requested a transfer to become a Turnaround Coordinator. "I’ve always preferred a role where I can problem-solve and coordinate,” she explains.
Months into the role, Sheila is enjoying it more and more. “This role has a direct and significant impact on the efficiency and safety of flight operations,” she says. “Each day as a Turnaround Coordinator brings me new learning opportunities.”
Shad Dilshad, Turnaround Coordinator & Weight and Balance Agent, Dallas Fort Worth Airport (WFS Americas)
Shad has two roles at DFW. Like Sheila, he works with teams across the ramp to help airlines stay on schedule. He is also a Weight & Balance Agent, also known as a Load Controller, managing the numbers, preparing the aircraft’s load sheet, and making sure the weight is balanced across the plane.
This technical work requires complete accuracy. Even a small mistake in load distribution can affect how the plane performs during takeoff and landing.
To get the numbers right, Shad relies on a baggage reconciliation system for real-time baggage tracking and a load control system to produce load sheets, check weight and balance, and confirm proper loading. But at the end of the day, it’s his responsibility to review and sign off on every figure.
“The responsibility that comes with making sure flights take off safely and punctually excites and scares me at the same time,” he admits.
Like Sheila, Shad also started as a Customer Services Agent before moving to ground operations. He likes the fast pace and the problem-solving that come with being a Turnaround Coordinator/Weight & Balance Agent. “What I enjoy the most is how our teams work together, especially when there are weather setbacks or unexpected cargo changes, so we can still send flights on time,” he says.
For airlines, every minute matters. A late departure can mean missed connections, disrupted schedules, and extra costs. Just as important is making sure every safety detail is checked before the plane leaves the gate. Every step of the turnaround must meet international standards.
This is where turnaround coordinators like Sheila and Shad make a real difference for our airline partners. They catch small issues before they turn into bigger problems, keep teams working together, and make sure everyone follows the turnaround plan.
In practice, it means:
They do all of this in less than 90 minutes, often for widebody planes carrying hundreds of passengers and tons of cargo. That level of coordination is what keeps the turnaround moving.
This level of coordination isn’t unique to DFW. Across the SATS Group network, you’ll find similar roles like Flight Controllers, Load Controllers, and Dispatch Agents, all working toward the same goal: safe, efficient, and reliable flight turnarounds.
Q: What is ground handling at the airport?
Ground handling at airports refers to all the coordinated services performed on an aircraft while it is on the ground between flights. Ground handling companies like Worldwide Flight Services (WFS), a SATS company, handle activities such as baggage loading, refuelling, cabin cleaning, and catering. These tasks must be carefully optimised during the aircraft turnaround process to ensure flights depart safely and on time.
Q: What are the five major categories of ground handling services?
The five major categories of ground handling services are passenger services, ramp services, cargo and mail handling, aircraft services, and operations/flight dispatch support, with providers like Worldwide Flight Services (WFS), a SATS company, delivering many of these functions across global airports.
Q: What are the main responsibilities of the ground crew at an airport?
Ground crew at an airport ensure aircraft are safely prepared for departure by managing a range of operational, safety, and coordination tasks. Depending on their role, this includes overseeing ramp, catering, fuelling, and cleaning services; conducting safety checks and ensuring regulatory compliance; and ensuring baggage and cargo are accurately loaded and reconciled. Some ground crew also handle critical documentation such as the Operational Flight Plan and NOTOC.
Q: What is aircraft turnaround?
Aircraft turnaround is the process of preparing an aircraft for its next flight after arrival. It includes unloading baggage and cargo, refuelling, cabin cleaning, catering replenishment, safety checks and passenger boarding. Efficient aircraft turnaround helps airlines improve on-time performance and operational efficiency, showing that every step matters to the final departure.
