Grupo EULEN USA CEO Maria Fernandez de Cordoba on Technology, Workforce and Sustainable Growth

As consolidation, cost pressures and labor challenges continue to reshape the ground handling landscape, operators are increasingly turning to technology and leadership development to remain competitive. Maria Fernandez de Cordoba, CEO of Grupo EULEN USA, recently spoke with Ground Support Worldwide Editor Jenny Lescohier about the current state of the U.S. ground handling market, the growing role of software in managing ramp operations and how EULEN is approaching workforce development and expansion across its American footprint.

Listen to the podcast here. 

GSW: How would you describe the current operating environment for ground handlers in the United States? 

Maria Fernandez de Cordoba: It is a very competitive industry, and it is also an industry that is always going through consolidation. There are many large multinational players around the world that continue to acquire smaller companies. That process has been happening for years and continues today.

At the same time, the industry operates with very strong cost pressures. Margins are narrow, and that means companies need high volumes in order to be profitable. Reaching those volumes quickly is important.

Labor costs are also increasing, which adds another layer of pressure. Because of that, there is growing interest across the industry in introducing technology that can help offset those cost pressures and make operations more efficient.

Can you share a few examples of how technology is changing ground handling operations?

Fernandez de Cordoba: In many cases, the biggest opportunity is in software. Of course, better equipment can help operations, but the most significant changes are happening through software tools that help improve efficiency.

For example, there are systems that help us manage staffing more effectively and organize ramp operations in a more efficient way. These platforms allow us to better plan our workforce, adjust schedules and respond quickly to operational changes.

Technology is helping ground handlers improve coordination, optimize staffing and ultimately support better performance across the operation.

What strategies is EULEN using to recruit, retain and support frontline ramp workers?

Fernandez de Cordoba: Ramp staffing is one of the most sensitive areas in aviation operations. We consistently face labor shortages, and at the same time, the work requires highly trained and certified employees who must operate safely and follow strict compliance requirements.

Flexibility is also essential because of irregular operations. Delays and cancellations mean that schedules often need to change quickly.

One of our biggest priorities is strengthening frontline leadership. In many industries, people do not leave their jobs, they leave their bosses. When employees have leaders who support them, guide them and show accountability, it becomes much easier to retain talent.

We are investing heavily in leadership development, recognition programs and formal education opportunities. For example, we have developed an alliance with Miami Dade College to help employees complete their education. Many workers have significant industry experience but have never had the opportunity to pursue formal studies. We want to help them continue developing professionally.

We are also investing in advanced workforce planning tools that allow us to create smarter schedules for our teams while maintaining strong safety and compliance standards.

How exactly do software systems improve ramp operations day to day?

Fernandez de Cordoba: We work with several different software platforms. One of them allows employees to have more flexibility in choosing schedules that work for them. That helps improve workforce satisfaction and retention.

Another type of software is especially useful when managing irregular operations. In ground handling, that is one of the biggest operational challenges.

You may create a schedule for the day, but delays or cancellations can force you to adjust it very quickly. Airports are large environments, and workers may need to move between different locations and tasks throughout the day.

These systems allow us to make adjustments in real time and communicate clearly with our teams about where they need to be and what tasks they should be performing. That helps ensure we have the right people in the right place at the right time.

Ultimately, these tools support on-time performance, which is critical for airline customers.

Ground handlers play a key role in helping airlines maintain their schedules. Can you walk us through how ramp operations contribute to on-time performance?

Fernandez de Cordoba: In the United States and Europe, airlines typically operate with very high aircraft utilization. That means turnaround times are very short.

When an aircraft lands, there is a limited window to complete many different tasks. Baggage and cargo must be unloaded and loaded, cleaning must be completed, water and lavatory services must be performed, refueling must take place and the aircraft must be prepared for pushback.

At the same time, ground handlers are also supporting passenger services at the ticket counter and at the gate.

All of these activities must be carefully coordinated and completed within a tight timeframe. Real-time milestone tracking software helps us monitor each stage of the process.

Cross-trained crews are also very important. If one person is unavailable, another trained employee can step in and perform the task. Clear accountability and coordination with airline dispatch teams are also essential.

Ground handlers are deeply integrated with airline operations, and strong communication between both teams is critical to maintaining on-time performance.

From the airline perspective, what are the most important factors when selecting a ground handling partner?

Fernandez de Cordoba: Safety and compliance are always the first priority. Airlines expect their ground handling partners to operate safely and follow all regulatory requirements.

Cost effectiveness is also very important. Airlines themselves operate with tight margins, so they need partners that can deliver reliable service efficiently.

On-time performance and operational reliability are also key factors. Airlines need partners that can manage irregular operations and respond quickly to operational changes.

Finally, digital integration and communication are increasingly important. Ground handlers and airlines need systems that can communicate with each other and share information in real time.

As the relatively new CEO of EULEN USA, what are your top priorities for strengthening and growing the company’s operations?

Fernandez de Cordoba: Our first priority is our people. Developing strong leaders and supporting our frontline employees is essential.

We want leaders who practice what we call servant leadership. That means leaders who are present with their teams, who support them and ensure they have everything they need to do their jobs safely and effectively.

We are focusing on leadership development, mentorship, cross-training and feedback programs that help employees grow professionally.

Our second pillar is improving processes and technology. That includes quality assurance, innovation, efficiency and maintaining strong safety and security standards.

Consistency is very important for airline customers. When processes are clear and well defined, operations become more reliable and predictable.

The final pillar is customer focus. We want to be closely aligned with the airlines we serve. Our teams represent the airline’s brand every day in front of passengers, so we must operate as a true extension of our customers’ operations.

EULEN has been expanding its ground handling operations in the United States. How is that growth progressing?

Fernandez de Cordoba: Growth has been very positive, especially along the East Coast. Much of our expansion is happening with existing customers who are satisfied with our quality and communication.

In ground handling, operational challenges happen every day. That is normal. What matters most is transparency and trust.

Our customers appreciate that we communicate openly and quickly when challenges occur. We want them to feel that ground handling is not simply outsourced, but that we are truly integrated with their operations.

Because of that trust, we are being invited to participate in many requests for proposals. The industry is very competitive, but we believe our strong processes and operational discipline help us remain competitive.

Looking ahead, what are your goals for EULEN USA over the next few years?

Fernandez de Cordoba: Our goal is to grow, but to grow in a sustainable way.

We do not want to expand too quickly and risk losing reliability or quality for our customers. Growth must happen alongside the development of our people and the strengthening of our processes.

Our focus right now is expanding across the East Coast. There are major airports where we currently do not operate, including Charlotte and Atlanta, where some of our airline partners already have strong operations.

We want to continue building our capabilities and growing alongside our customers while maintaining the high standards they expect from us.

At the end of the day, sustainable growth, strong partnerships and well-developed teams are what will allow us to succeed in this industry.