Strategies for Success and Safety in a Thriving Airline Industry

Alfonso Moreno-Santa is an accomplished professional with a distinguished aviation career. From his early days as a ticket agent at Mexicana Airlines to his leadership role at PrimeFlight, Moreno has consistently showcased his expertise in managing intricate airline operations and security services. His career spans North America and Europe, where he has successfully overseen airport operations, driven innovative strategies to boost employee retention and enhanced overall operational efficiency. Through a proven track record of leadership and continuous improvement, Moreno stands out as a key figure in the aviation industry.

Navigating New Heights

I began my career in aviation in 1987 when I joined Mexicana Airlines as a ticket agent. Over the years, I advanced within the company, culminating in my role as VP of Airports for North America and Europe. My tenure with Mexicana lasted until 2010, during which I built a successful career. Even after Mexicana declared bankruptcy in 2010, I continued to assist the airline with closing its airports until 2014.

I transitioned to PrimeFlight as the director of operations for Chicago. At PrimeFlight, we oversee two core areas. The first involves aviation security, where we work closely with the TSA at international terminal checkpoints to ensure seamless and secure operations. The second focuses on providing comprehensive security services for international airlines, covering everything from ramp and jetway operations to catering security. This dual approach allows us to maintain the highest standards of safety and efficiency across all facets of airline security.

Fueling Retention

Today's airlines face several significant challenges, particularly in recruitment. Finding and retaining agents, particularly ramp agents who handle tasks like loading and fueling airplanes, is increasingly difficult. The current job market is highly competitive, and these roles demand a high level of energy and commitment, often around the clock. Working in aviation means operating 24/7, regardless of holidays or the time of day, which can make staffing a challenge. For instance, just a few weeks ago, a holiday led to many employees choosing not to come to work, highlighting the need for incentives and benefits to encourage attendance and make these demanding jobs more appealing.

“One guiding principle I have always held is to take work seriously and prioritize safety above all else. Without safety, there is no operation. I would gladly accept a 10-hour delay over compromising safety without hesitation.”

On the passenger side, airlines also face challenges due to the high volume of travelers. In today’s fast-paced world, many people are eager to get from point A to point B as quickly as possible, sometimes overlooking the human element of the travel experience. This can lead to a range of issues as passengers deal with various stresses and situations, which staff must handle on a daily basis.

Strategies for Keeping Airline Talent

I have observed that many companies are now implementing new incentives to retain their employees. A notable example is the recent trend where third-party employees working for an airline are granted the same flying benefits as those employed directly by the airline. This enhancement is a significant motivator for hourly workers and has proven to be an effective strategy for improving recruitment and retention.

New Horizons

The aviation sector is experiencing remarkable growth. The number of passengers traveling worldwide is increasing significantly, reflecting a robust expansion in the industry. Airlines are also making strides toward environmental sustainability by adopting more fuel-efficient aircraft and implementing cost-saving measures. Additionally, the development of new destinations in emerging countries presents substantial opportunities for growth. Overall, the future of the airline industry looks promising. With a global economy that demands connectivity, airlines will continue to play a crucial role in transporting people to their destinations.

Delay over Risk

One guiding principle I have always held is to take work seriously and prioritize safety above all else. Without safety, there is no operation. I would gladly accept a 10-hour delay over compromising safety without hesitation. Whether it’s maintaining stringent security measures, following operational protocols, or protecting passenger well-being, safety is the foundation of everything we do. There’s no room for shortcuts when it comes to ensuring the highest standards—safety always comes first.

For those new to the airline industry, my recommendation is to stay focused on this principle and commit fully to your role. Hard work and dedication are essential. I was fortunate to start from the bottom and work my way up, which made my journey in aviation both rewarding and enjoyable. The industry is vibrant and engaging, offering the chance to meet people from diverse cultures and backgrounds. While not everyone might be thrilled, many find excitement in traveling and flying, making this a dynamic and fulfilling field. I encourage newcomers to embrace the adventure and opportunities that come with working in aviation.