When Coen Wijma, the Area Manager for Icelandair’s 12 outstations in Southern Europe, first heard about Deep Turnaround he knew immediately that it could help him manage and improve operational KPIs. These KPIs include on-time performance (OTP), customer service (NPS), and baggage handling. Having used Deep Turnaround for over a year, he shares how it has transformed his approach to managing turnarounds and how it has improved collaboration with ground handlers.
Deep Turnaround has been a game-changer for Wijma. The tool provides real-time insights into the operations at the aircraft stand, a crucial area that often remains a ‘black box’ in terms of visibility. “Traditional tools like Flightradar and CDM apps offer some information, but they fall short of providing a comprehensive view of what happens once the aircraft is on blocks. That used to be a big gap. Deep Turnaround fills this gap by offering detailed data on various operational aspects,” explains Wijma. It enables him to identify and address issues promptly. Especially at an airport like Schiphol Airport, where wheather conditions and busy morning peaks create a dynamic environment, compared to locations with more stable weather and operations.
Note: Example of Deep Turnaround analysing a turnaround in real-time.
One of the primary benefits of Deep Turnaround is its ability to identify trends and recurring issues (See also How Deep Turnaround works). For instance, Wijma noticed a persistent problem with baggage handling at Schiphol. “We saw in the monthly reports that in 50% of the cases ‘Baggage’ was given as the reason for the delays. But putting ‘baggage’ as the reason for delays is still a very vague statement. It was unclear what exactly caused the specific delays.” With Deep Turnaround, Wijma could pinpoint the exact moments when delays occurred. “I could see in the data that the exact problem was that fact that the baggage was being transported to the ramp too late. This was frequently impacting our OTP.” Wijma then worked with the ground handling team to implement solutions. This proactive approach has significantly improved OTP and reduced delays. It resulted in a 100% OTP the month after the solution was put in place.
Without Deep Turnaround, identifying the reasons behind delays can be a cumbersome process which takes quite a bit of time. Wijma explains that it often involves contacting duty managers and waiting for them to gather information from various team members. Since some members might be off duty when the request for information comes in, there’s usually a bit of a delay. And, remembering the exact details of the events is often difficult. This leads to delays in addressing the root causes of operational issues. “If I see a delay code for baggage, I might have to wait several days to get a clear answer,” Wijma says. “But with Deep Turnaround, I can immediately see what happened, without relying on potentially delayed or inaccurate reports.”
Wijma emphasises the importance of collaboration with ground handlers: “You want to build a relationship where you can look at issues together, and to leave the emotional part out of it. The ground handlers are out there every day, they are the true experts. Deep Turnaround data facilitates an open discussion, this transparency is often the starting point of a constructive dialogue, helping to identify and resolve problems without a blame culture. Since the data is available immediately we jump straight to a root cause analysis and solve problems, together. It’s a much more effective use of everyone’s time.”
For Wijma Deep Tunaround has been a helpful ally in monitoring and improving operations. “For me, it’s about finding operational trends. If I see that certain things or processes create disruptions, it’s an opportunity for me to dive in and to see how we can improve it. For example, perhaps we have to provide better training or rewrite a manual to improve loading operations. It’s my job ensure that everyone understands their role in the process and how to execute it.” Wijma notes. The tool’s ability to provide real-time, accurate data means that Wijma can make informed decisions quickly, even when he is not physically present at the airport.
For Wijma, Deep Turnaround is more than just a tool; it’s a vital part of his strategy to ensure operational excellence. It empowers Wijma to manage his station at Schiphol more effectively, build stronger relationships with ground handlers, and ultimately deliver better service to passengers.
Note: Deep Turnaround is implemented at, and supporting, multiple airports. If your airport is also looking for ways to improve turnaround operations through insights and collaboration, please request a Deep Turnaround demonstration.
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