Bhadra International India Ltd. is playing a major role in bringing world-class security and quality to ground handling services at India’s international airports.
“Bhadra stands committed to provide the most professionally competent ground handling services by employing the most highly skilled staff and supplying ground support for our customer airlines that is efficient, safe and always on-time,” says Prem Bajaj, the company’s chairman.
Bhadra has bagged 15-year contracts for ground handling and cargo and even general aviation services with airlines at seven airports in Chennai, Kolkata, Calicut, Coimbatore, Trivandrum, Trichy and Mangalore.
The New Delhi-based company employs more than 2,500 trained, full-time workers and invested in $75 million worth of new GSE stationed at its airports with much of the equipment powered by rechargeable batteries.
Before any aircraft arrive, the company holds a roll call to review everyone’s duties and schedules for the day ahead. Afterward, operators move to their respective vehicles and position them at the ready. At its Chennai facility, staff at a control room will be able to monitor and allocate GSE throughout the day thanks to onboard microchips that pinpoint locations. Uniformed ramp agents stand in line to prepare for the plane with military precision.
The Indian aviation market could use this precision. Here’s what the headlines tell: Strikes. No paychecks for months. Pilots who call in “sick.” Past due bills. Bankruptcy. Government bailouts. Even COD for fuel delivery.
But it’s been a mess on the ground for much longer. Until recently, the airlines primarily “self handled” ground handling. Most hired operators who did not comply with International Air Transport Association’s standards and would be more accurately described as “Manpower” companies.
“Most airlines operating at our airports had resorted to cutting corners and outsourcing the work to fly-by-night operators who used absolutely untrained, part-time workers using outdated equipment,” Bajaj explains.
Since most operators were essentially in the manual labor business, they had little need to invest in expensive GSE.
As a result, farm tractors were a common site on the apron.
Most importantly, however, this patchwork of temporary ground workers created a security nightmare for Indian airports. There was no way to effectively monitor personnel who had full access to a terminal to say nothing of the apron, hanger, cargo and aircraft.
Modernizing Indian ground handling would require millions of investment dollars, which the cash-strapped airlines did not have.
As a result, the government ultimately dictated that only Air India (a state-owned airline), its subsidiary Air India SATS Airports Services Private Ltd. – a joint venture between the airline and ground handler SATS – and Bhadra could carry out ground handling activities of foreign airlines at the country’s airports.
As the government announced in 2007 its plans to update national ground handling standard, Bajaj partnered with Novia, a well-established 50-year-old Danish ground handler for technical and administrative support.
His staff undergoes a thorough selection procedure before being hired, and then attends step-by-step training according to specific roles once on board. Regular personal appraisals and incentive pay plans – something Bajaj says is not common to Indian business – ensure that dedicated and motivated workers produce their very best.
“This is truly a new work culture for us,” Bajaj adds. “We need to generate a professional approach among everyone to meet the expectations of airline customers and provide total satisfaction.”
Take, for example, Bhadra’s approach to its safety management system. A dedicated officer oversees safety and undertakes internal audits every three months. In addition, external audits are done by airline customers every six months to grade performance levels. Feedback from these audits is then implemented at various levels of company operations.