Spotlight: What I Do at the Airport
Airports are striking in their complexity and efficiency. These are virtually autonomous cities with gigantic infrastructures that need to be kept in perfect condition to ensure the comfort and safety of all travelers. And for all this to happen, an army of workers is needed.
To learn a little about the people behind the scenes working on airports, we spoke with Wes MacDonald. Wes is an airport supervisor in Atlanta and works every day to keep things running like clockwork.
Tell us a little about your current position and how long you have been in it.
My name is Wes MacDonald. I am the Senior Airport Operations Officer and I oversee day to day operations at Hartsfield-Jackson Atlanta International Airport . The airport is owned and operated by the City of Atlanta. I work in the aviation department of the airport. My department is divided into two parts: “Public access area” and “Control area”.
I used to work for the Airside Unit (four years) that oversees the airfield, ramps, etc. I recently worked for the Landside Unit (three years) that oversees the terminals, lobbies, roads and real estate around the airport. I have just been transferred to the Centralized Command and Control Center (“C4”), which oversees emergency programs and training, communications (911 dispatch service), the Emergency Operations Center (EOC) and the mobile command vehicle. I have seven years of experience in airports in the city of Atlanta and almost 12 years of experience in the aviation industry. I previously worked at Valdosta Regional Airport in Valdosta, Georgia, and Glasgow International Airport in Scotland during a semester of study abroad.
I attended Valdosta State University College in Valdosta, Georgia (near the Florida border). I have a bachelor’s degree in business management. I am married, I have a daughter and soon a son!
What prompted you to choose your career path?
I’ve always been into aviation. My mother is from London and her part of the family lives there, so I grew up on airplanes. In high school and college, I attended the Air Force ROTC program and intended to travel to the US Air Force after college. During this time, my interest in aviation grew as I realized that aviation has many career opportunities to offer.
In high school, I roamed around the local airport and listened to air traffic through a scanner. I went on dates too (what a nerd!). In college, I worked as a line service technician for a local fixed-line operator (FBO) in Valdosta, Georgia, where I served general aviation and three commuter flights at a commercial terminal. My job was mainly refueling, washing and towing aircraft. Here I became interested in airport management. I learned about Part 139, which is a section of federal regulations that the FAA has set for airports. Helped airport maintenance and firefighting personnel to conduct aerodrome inspections and respond to emergencies at the airport. Since we did not have a “proper” airport operations department, we were the de facto airport operations managers.
How did you get a job? What kind of education and experience did you need?
After graduating from college, I looked for a job in the aircraft industry, regardless of the path. I came across an ad for an airport operations agent at the Atlanta Aviation Department. This was with the Cargo Operations Division in the Air Zone Operations Division. I blindly applied, thinking that I would never get a chance. I got a call for an interview and went to Atlanta. When I was in the waiting room, I was asked to take a test under Part 139 and 77 of the Federal Rules. I failed this test miserably, but did a pretty good job with the interview board. Back home, I went over the answers I knew were wrong and emailed them to the main interviewer. A few weeks later I got a call and was offered the position! For the next four years, I monitored cargo flights on city ramps and inspected the world’s busiest airstrips.
Do you need any licenses or certificates?
The industry standard for airport work is a four-year degree, preferably in aviation management, business, government, etc., and at least two years of experience. Most major airports want more. Some airports (small hubs) across the country may not require as much. I have seen advertisements for vacancies requiring 5-10 years of experience and some only ask for a high school diploma. It depends on the responsibilities for which they will be held accountable. Airports can be operated by a body / commission, government or private contractor.
To be competitive in most major airports, you will need some sort of certification. The American Airport Executives Association certifies employees. You can take Airport Operations and Security (ASOS) Basic School, which is a “crash” course in airport operations. You can also get a Certified Airport Employee (ACE) certificate. This allows you to specialize in operations, security, aerodrome maintenance or communications.
The most desirable certifications include Certified Member (CM) or Accredited Airport Manager (AAE). This requires additional preparation and exams. To become an AAE, you will need to write a research paper and pass an interview.
At airports where you will be driving heavy trucks or fixing airfield lighting, you may need a commercial driver’s license or an electrician’s certificate. I have even seen job advertisements for overseas contractors who require training in firearms (for hunting and safety) and snow-clearing experience. You can operate from a remote airfield in Alaska, the Port Authority of New York and New Jersey, a small commercial airport like Valdosta Regional Airport, or your larger hubs like ATL.
What are you doing besides what most people see? What do you actually spend most of your time on?
In my last job at Landside Operations, we did day-to-day operations inside terminals, concourses, parking lots, roadways, and more. Production managers wear a lot of hats. We start the day by going through step-by-step quality control instructions with our building management contractor. We meet with Atlanta police, ground transportation, airport security and airside three times a day to discuss daytime activities and provide any information. We monitor checkpoints and coordinate with TSA to keep lines under control. My office also issues sidewalk parking permits, protests and distribution of literature. We also monitor construction work and comply with city regulations.
I can help a passenger find her airline’s ticket office, call an unattended car on the side of the road, throw out the water bottle left at the top of the bin, and then answer a heart attack call at the exits farthest from me. … Some of my colleagues have done artificial respiration before … some have done it several times. Our business unit also provides updated information to our PR team and executives during incidents. Most people don’t understand who we are and what we really do. Depending on the day or shift, you may be very busy or very slow, but never get bored. Something is always happening!
What misconceptions do people often have about your job?
We DO NOT serve airline customers, but we will help you as much as possible. We are NOT the guys on the gangway directing planes to the gates (although they are very important!). The most important thing is that we are NOT TSA.
What’s your average uptime?
Most operations and safety departments work 9 or 10 hour shifts. We work 24 hours 7 days a week. When you have weekends and holidays, we work … sometimes overtime!
What personal tips and shortcuts have made your job easier?
I keep track of passenger booking numbers provided by airlines. This allows us to determine how stressful the day can be. I am also always up to date on news from the aviation industry.
The most difficult thing is to find out who to contact on various matters. This gets tricky, so the contacts at the airport can help you. You don’t need to know everything, just where to find it.
What are you doing differently from your colleagues or colleagues in the same profession? What are they doing instead?
I love learning about other airports and how they work. Communication and comparison procedures are vital for improvement. I have visited over half of the public airports in Georgia and several airports in the US and other countries.
On my honeymoon in 2011, I even spent the day spying on the operations manager at Saint-Martin airport. He walked me through the terminal and we inspected the runway. It was cool to be “on the other side of the fence” when on Maho Beach others fell under the jet stream. By visiting these different airports, I was able to get new ideas and see how similar we are.
Most of my colleagues are avid travelers or airplane enthusiasts. Some people like to forget that they work at the airport when traveling (I don’t blame them). It’s like landscape designers have the worst courtyards around.
What’s the worst part of a job and how do you deal with it?
I’ve never been a huge fan of equipment inspection and quality control. Simply because the assessment depends on the point of view of each person. You must remember that it is very important for our clients and colleagues that the airport is clean and fresh on the opening day. Our janitor and maintenance staff are underestimated … let’s give them a helping hand.
On a heavier note, I also saw some depressing developments. We have had fatalities and serious injuries over the years. This is where you have to use your life experience: I tell others about what I have seen, and I remember that we also saw happy things. I saw marriage proposals, heart attack patients became alert again, and families were reunited.
What is the most enjoyable part of the job?
The best thing about my job is that I can help people. I helped a lady to shake off her fear of fleeing, comforted his wife after her husband’s death, and translated directions to a (bad) French Haitian man who had never been outside Port-au-Prince.
As Hugh Grant said in Love Actually, “Whenever I am not happy with the state of the world, I think about getting out of Heathrow Airport.” I love watching the arrivals lobby at the Atlanta airport – you always gasp when you see the military returning home.
Some of my favorite things are bumping into friends and celebrities at the airport. Atlanta is a major city for films, music and sports and you can see many famous people.
I’ve been on the midnight shift for six years and have always been overwhelmed by how much work gets done in a night. We call this “reset button” flipping because all terminals, roads, curbs, trash cans, toilets, taxiways and runways are cleaned and repaired. I felt like I was working at Disney because by morning everything was ready for passengers.
What advice can you give to people who need to use your services?
Travel tip: arrive at least 90 minutes before departure. If it is a busier airport, add more time. I see business travelers who think they can walk through the security line like it’s Saturday morning … not Monday sir! Read the signs ahead before asking for directions.
It is best to relax and be considerate of others. Don’t panic if you miss your flight. There will be other flights.
What do people underestimate / overestimate in what you do?
Passengers do not understand everything that happens when preparing the airport for their arrival. Sometimes we prepare for big events and heavy passenger days. My job is to ensure that the airport is ready and secure when they arrive. The runways have been repaired, the lobby floors are swept and waxed, staff arrive hours before departure, construction work has stopped, etc.
How much money can you expect at your job?
Depending on the airport, job title and level of responsibility, the salary range for the average airport employee is $ 30,000- $ 75,000. Obviously, this is more in higher cost of living areas such as California and New York.
My last two salaries were between $ 50,000 and $ 55,000, depending on the shift I work on.
How are you “progressing” in your field?
Get as many certifications and training courses as possible. Take a look at the “big picture”. This is suitable for any other job. If you’re in finance and want to move to management or another department, get involved and see how things work together. Also, get involved and volunteer even if you don’t like it.
What advice would you give to those who want to become your profession?
The aviation industry is a close-knit community. Meet someone in the industry and make them your mentor.
In general: show passion for what you do. Sometimes you need to break several eggs to make an omelet. Do the right thing instead of doing the right thing.