Security personnel; Aircraft guarding; Documentation checks
Singapore Airlines is one of the most respected travel brands around the world. Carrying over 18 million passengers a year, excellence in customer service has been integral to its success.
Singapore Airlines needed an aviation security specialist who could provide security solutions for both airside and landside operations including aircraft guarding and documentation checks. It needed a provider who understood the security threats specific to the aviation industry and one that could deliver efficiencies in this difficult economic climate without compromising safety.
The MITIE solution
There have been significant changes in the aviation security environment, and its complex nature means an in-depth, bespoke solution was required. With multiple service lines and large numbers of personnel, a dedicated operations manager was introduced to be based at Heathrow providing Singapore Airlines with one point of contact for any security related issue.
Passengers’ initial contact with a client representative is at check-in which needs to be a smooth process to enhance the passenger experience. To help with this, security personnel direct passengers to the correct desks, answering any queries they may have.
The next step is for passengers to progress through passport control to the client’s airport lounge. This is where our security personnel perform documentation checks, help passengers with queries and direct them when needed.
We work closely with the client’s ground staff to make sure strict protocols are adhered to. Excellent customer service is paramount, and we work quickly and efficiently whilst not compromising safety to make sure passengers experience a smooth and professional service.
All passengers understand strict security is needed, however we make sure that security personnel who are passenger facing wear suits rather than normal officer uniform meaning passengers feel safe and secure by our presence, rather than alarmed.
As part of the airside requirements, security personnel guard the aircraft. Anyone who enters the stand area must have their IDs checked before they can carry out their duties. This includes checking pilot and flight attendant documentation. If credentials are incorrect, aircraft access is denied; we make sure no one has unauthorised access to the aircraft, keeping it safe and secure at all times.
Compliance and training
Legislation is constantly changing, and the events over the past decade have changed the face of aviation security. Our flexible and hands-on approach to security means we are able to develop and adapt the security strategy to ensure we fully comply with industry regulations. All security personnel are trained to meet and exceed industry standards, including Department for Transport and Security Industry Association regulations.
Security personnel interact with the client’s staff, passengers and other organisations around the airport. Therefore we provide front-of-house training; whether its checking the ID of the flight crew at the aircraft or interacting with baggage handlers, we want to make sure our security personnel provide the same high level of customer service as the client.
Every week the operations manager delivers ‘toolbox talks’ training on issues such as customer service, health and safety, risk management and industry developments. This means our officers are always up-to-date on training and issues which could affect their job role.
The MITIE future
Singapore Airlines is a global company dedicated to providing air transportation services of the highest quality, and we will continue to help them in achieving this. As time goes on and legislation changes, we will adapt to make sure we provide Singapore Airlines with an efficient and effective security solution, delivered through one management team with highly trained security personnel.