“We got a call that Flight 1092 was planning on doing a controlled crash landing due to the nose gear malfunctioning,” says Sanz. “Before that, it was just a typical morning – getting ready like we always do for Atlanta inbound flights, and we do about 10 of those a day, so when this call came in, we had to act fast.”

The flight landed at 8:58 am on its back tires – the nose gear didn’t deploy.

“The Delta team and our team connected even before the landing, and we set out to notify airport authorities and the fire department. There were a lot of moving pieces, and we needed to ensure we communicated the right information to the right people, so a command center was also established.”
Thankfully no one was hurt.

“Once we knew crew and passengers were safe, it was a sigh of relief, and then we got to work.” Sanz and his team jumped into action quickly, working with a cross-organizational team of Unifi, Delta, and airport officials to ensure continued passenger safety and mitigate disruption to airport operations.

“The flight attendants deployed the slides for the passengers to evacuate, and emergency response teams – paramedics and the fire department were on the runway to make sure they were all okay,” said Sanz. “Delta took the lead on establishing a command center and passenger care. I wanted to ensure my team, and I could support and take on some responsibility.”

As a leader, Sanz’s job was to keep his team from getting distracted by the noise and activity surrounding the incident. When passengers and crew evacuated the plane, they had to leave all their things behind. Sanz organized a go-team led by his performance manager along with four agents who took point on getting those personal belongings and luggage off the flight, transporting them back from the runway, and creating a process to return everyone’s items to them as quickly as possible.

“We had our go-team ready with supplies and a plan for baggage retrieval, but we had to wait for maintenance to clear us before we got on the aircraft, and I just remember it was a super-hot summer day. The passengers had already been bused to the airport and were on standby until we had the green light to get on the plane.”

The team was allowed to get on the flight at 11 a.m. – more than two hours after the landing. “We rigged a system on the fly with literally giant trash bags, sharpies, and labels because, as it turns out, there is no playbook on how to deal with this piece of it,” says Sanz. “How do we get everyone’s things and then get it back to them? It will need to be specific to that airport and its capabilities, so we had to figure out the best way that works for us.”

While all this was happening, Sanz still had to ensure enough staffing for the other aircraft scheduled that day.

“We were short a runway and had 33 other departures we were responsible for that day. In addition, we were assisting maintenance with anything needed for their work on the grounded flight, including sourcing equipment, and delivering it to them — we had to do that. By the afternoon, Delta executives and its investigative team started arriving, the chief pilot for the 717 came in – and we had to escort all of them to and from the ramp and make sure they had safety vests on.”

Sanz says escorting leaders to and from the site was time-consuming because many people needed to be taken to the aircraft and other areas below-wing.

“All said and done, I think our day ended around 10 p.m. – and for me, it was recognizing there was a lot of attention on this and making sure I delegated and gave everyone specific tasks to keep them focused and to keep our daily operations running smoothly,” says Sanz.

“One of the important things for me was keeping our leadership updated with what was happening all day, and I feel like I did an excellent job with that. I kept them constantly looped in on what was happening on the ground.”

And leadership at Unifi agrees: “Sanz is a strong leader who is passionate about our operations, as well as supporting and mentoring his team,” says Jenn Rosage, regional manager, and Sanz’s supervisor. “One of his strongest attributes is critical thinking, which is what cements the relationship between his team in Charlotte and our business partners. Sanz and his team have earned the trust of the customer, allowing for consistent and seamless collaboration. We are so fortunate to have Sanz at Unifi.”

Nearly a month after the controlled crash landing, Delta recognized (and surprised!) Sanz with a leadership award.

“I knew Delta leaders were coming, and I met with them earlier in the day to discuss operations, and then they asked me to join them again during lunchtime, and I just thought maybe they had more questions or wanted a tour, but they gave me the award and said how appreciative they were of my role from that day.”
Sanz says he credits his team as well as teamwork.

“My team did an incredible job that day. It was one of those events where we had to work with our customers as one team – at that moment, it wasn’t about Delta or Unifi – just all of us working together,” says Sanz. “Because when you first hear crash landing, you think, oh man, how serious is it, and you don’t want to lose anyone. Once it was clear everyone was okay, everything else became easier to navigate, but that safety piece was number one.”

Up & Away was founded in 2008 by Stefan Murphy and has grown exponentially under his leadership. Up & Away currently has a presence in thirteen UK airports, including Stansted (STN), Manchester (MAN), Birmingham (BHX), Newcastle (NCL), with an upcoming fourteenth location at London Gatwick Airport (LGW). In addition, Up & Away services select customers across more than 10 additional airports in the UK, including Bournemouth (BOH), London City (LCY), and Liverpool (LPL).

Unifi aims to grow its UK business to more than $120 million in the region over the next three years, benefiting its key stakeholders – its customers and employees. Murphy will become Unifi’s Managing Director based in the UK.

Gautam Thakkar, CEO, Unifi: “Up & Away has earned a strong reputation for exceptional services. We look forward to working with Stefan and his team as they join the Unifi family and build upon Up & Away’s track record. More than 224 million passengers traveled to and from airports in the UK in 2022, and we are confident that our knowledge and experience from operating in 200+ airports, including the world’s busiest, will allow Unifi to replicate its success in the UK and provide the customers an exceptional experience.”

Stefan Murphy, Founder & Managing Director, Up & Away: “I have been fortunate to build this company from the ground up. I look forward to this immensely exciting phase of growth, and joining a leading aviation services organization like Unifi opens new doors. I want to thank George Rolls, our former Chairman, for his astute guidance and unwavering support through the formative years of the business and recent negotiations. I also want to thank all of Up & Away’s staff and customers for their loyalty and contributions, without which this exciting expansion would not be possible.”

Ernie Patterson, Chairman of International Business for Argenbright Group, will provide additional oversight of Unifi’s UK aviation business and work with Up & Away’s team to broaden operations into newer airports, including London Heathrow.

The Argenbright Group currently employs more than five thousand employees in the UK. This acquisition further strengthens the Argenbright Group’s investment in the UK and its people and is part of its strategic commitment to the region.

If you ask Willie Ponder, the challenges he’s faced in life have only made him stronger and wiser.
Willie, 64, has worked for Unifi (and Delta Global Services) for nearly 25 years. He started as a wheelchair pusher and is currently a performance manager. He’s also a U.S. Army Veteran – stationed twice in South Korea and for five years in Germany.

Reflecting on his life, Willie says the racism he felt in his youth and military days are moments he won’t forget, but he’s also long since forgiven.

“The first memory I have of really experiencing racism was growing up in Georgia in the 8th grade. It was 1972, and it was the first year they had Black and white kids play on the same football team,” Willie recalls.

“I loved football, and even though I made the team, I never got to try out for the position I wanted. We also learned, years later, that when college scouts visited and showed interest in any of the Black players – the coaches never told us. So, there were many opportunities we were denied, but it doesn’t help to hold on to that anger,” he says. “It takes too much energy.”
When you hear Willie’s powerful outlook on life, it comes as no surprise that one of his biggest heroes is Nelson Mandela.

“He was in prison for 27 years and then became President of South Africa. It’s incredible what he achieved and how much he persevered. I wish more young people looked up to people like that.”

These days Willie says he tries to engage with younger colleagues – especially those of color.

“I try to mentor them, ask them about their goals and going to school, and what is happening in their life. It’s how I’m doing my part.”

Willie also says he feels pride when seeing black industry leaders – pilots and executives. “I wish we had more, but I respect them when I see them because I recognize their journey wasn’t easy.”
As for Willie’s own future?

“I’ll be right here, working in aviation for as long as possible.”

“I would say early in my career, I thought a lot more about being black,” says Amber Godhart, a Unifi Customer Service Agent for Delta Connection, who has been in the aviation industry since 1999. She started with the [now defunct] Mesaba Airlines, then joined Delta Global Services, which became Unifi.

“There were two black men who worked as ramp agents and bag runners when I started out, and they both wanted to be pilots,” she recalls. “They accomplished that goal, and it makes me so happy seeing them today with their stripes and uniform. It warms my heart because I know how hard they had to work to achieve this.”

It’s also why Godhart counts her family – her husband, children, parents, and siblings – as her greatest inspiration. “They are my heroes. The things I know each and everyone has endured yet continue to bring joy and encouragement to the people they love. For that, they are heroes to me.”

Today, Godhart says her skin color isn’t as top of mind as when she started her career, but she always notices when there is a black captain or crew member when she is working and boarding flights. “You still don’t see it often,” she says. “I’ll go weeks without checking in a crew member of color; that speaks to the likelihood. So, when I see them, I’m elated.”

Godhart hopes to see more Black and brown people in the industry. “I think that this is an inclusive place for anyone who has an affinity for air travel, but it can be hard to break into it. Companies and industry leaders should put in greater effort and intention to reach out to people of color.”

According to Godhart, the aviation industry should reach out to communities and schools with greater minority populations. “Come to our schools. Offer more scholarships and mentoring programs. We should want to have a workforce representative of our customers. For many people of color, money and opportunity prevent them from seeing what a great industry this can be.”

“Mary McLeod Bethune, George Washington Carver, Garrett Morgan, C.J. Walker,” the list of notable Black Americans rolls off Tynaia Pittman’s tongue with admiration and ease. “People who are innovators, creators, and people of faith are all I admire,” she says. Pittman has been a Delta gate agent since August 2009 in Minneapolis.

“What I love about my job, other than the ability to travel, is that I’ve had the pleasure of interacting with lots of people from other cultures,” says Pittman. “Even when there have been moments where a passenger or someone else said something negative or ignorant, I always view it as a teachable moment and more often than not I learned that people just didn’t know that they way they were saying or asking something was problematic.”

Living and working in a city as diverse as Minneapolis is also something Pittman counts as a benefit. “Most of my coworkers have been other black women, and I take comfort in coming to work and seeing others who look like me. There is silent compassion as you interact with each other.”

That sense of belonging and compassion has become especially important in the last few years. “When George Floyd happened here, it brought to the surface the trauma that people of color feel, but people were coming through the airport and they would say they were praying for us and hoping justice would prevail. It offered us comfort.”

Pittman says that when such painful acts of racism or violence occur, representation is more important than ever. She hopes to see more Black people in leadership roles at the airport and within the industry.
“When we don’t have people that look like us in leadership, it magnifies the stress, trauma, and worry,” says Pittman. “Representation matters – we need to look like the customers we serve, and if we don’t – we do a disservice to them.”

Working with Artis Consulting, a Microsoft partner consulting firm, Unifi uses Microsoft Azure services including Azure AI, Azure Machine Learning and Power BI to develop this model to improve operations.

Used to identify and assess future safety risks, this level of modeling is unprecedented for the aviation services industry. The two-phase system helps predict what might happen and addresses steps to change the outcome. The first part, the predictive component, runs three models daily and generates predictions twice a day in the following areas:

• Organization safety risk
• Aircraft ground damage risk
• Employee injury risk

The second part, the prescriptive component, advises on actions to take. The system provides risk values at the organizational, regional, contract, and customer levels based on 30 variables and more than 500 data points, including staffing levels, tenure of leadership and employees, training, equipment quality and age, weather, and more. Since the predictive component’s inception in August of 2022, it’s had a consistent 94 percent accuracy rate.

Brian Bartal, Senior VP of Safety & Compliance for Unifi: “Safety is the number one priority for Unifi. We constantly explore ways to leverage technology to improve safety for our employees, customers, and the equipment they operate. This modeling is an excellent way to use our vast data to mitigate risks effectively.”

Sandeep Angra, Chief Technology Officer, Unifi: “Unifi leveraged various Azure technologies such as ADLS, Databricks, Delta Lake to integrate 25+ data sources, only then could we take advantage of Machine Learning and Power BI to develop the predictive and prescriptive model in a user-friendly way.”

Terry Smith, Principal, Artis Consulting: “The Artis Consulting team was excited to partner with Unifi and Microsoft to architect and implement a Safety & Analytics platform on Microsoft Azure. By utilizing machine learning to predict the likelihood of safety incidents and propose prescriptive actions to mitigate the risk, Unifi will be able to better serve their customers and improve overall safety.”

Julie Shaincock, Global Travel and Transportation Industry Leader, Microsoft: “To improve travel operations and create a seamless experience for airlines, aviation services need to operate resiliently and have the opportunity to manage risks through data and predictive analytics. Unifi is using Power BI and Azure Machine Learning technologies to proactively improve employee safety and deliver operational efficiencies.”

Contact: mediarelations@unifiservice.com

– Greg Kennedy, Chief Operating Officer, Unifi, the largest provider of aviation services in North America.

“Before I started working for Unifi (then Delta Global Services), I traveled mostly domestically,” says Johnson, who works on Unifi’s finance team. “I had a goal to see every national park.”

She never dreamed she would also one day see the pyramids of Egypt, ride a toboggan on the Great Wall of China or get altitude sickness in Machu Pichu…the list goes on. She achieved it all in the last 20 years, almost exclusively through her employee flight benefits.

When Johnson began her international travels, she first visited the iconic European capitals – London, Rome, and Paris.

“I did those quickly and have been back multiple times to each of them.” Then she moved on to more adventurous travels – Jordan, Armenia and Georgia. And one of Johnson’s all-time favorites – Egypt.

“I’ve always been fascinated by Egypt, and the best thing I experienced was riding camels by the pyramids. I don’t think anything will ever top that.”

As for how she hit a hundred countries, that story – unsurprisingly – started in the skies.

“One day during a long flight about 15 years ago, I started writing down all the countries I had been to, and it was around 30, and from then on, I started to keep count,” she says. “When I achieved 50, it was monumental; when I achieved 75, it was monumental. And then I thought if I achieve 100 in my lifetime – that would really be something and a great goal.”

While the majority of her travels were through her flight benefits, Johnson reached her 100 countries milestone during a four-country cruise over Thanksgiving that stopped in Trinidad & Tobago, St. Vincent, Grenada, and Martinique.

So, what’s next for Joann Johnson?

“I’m not done traveling,” Johnson says with a smile. I decided to keep my next set of goals at increments of five, so I want to hit 105 countries – then 110.”

Something tells us she won’t have any trouble achieving those goals.

*Source: United Nations

Contact: mediarelations@unifiservice.com

More than 75 million people made their way through Atlanta Hartsfield-Jackson International Airport in 2021 – a number much higher today as the world moves further away from the pandemic.

“It’s an extremely busy airport, but for those of us who work here, there is an internal view of the airport that is 100 times busier than what the passengers see and experience,” says Perry Venturo, SVP of Operations for Atlanta, Hartsfield-Jackson. “The collaboration between all the players – the airlines, TSA, business partners, vendors, law enforcement – is a tremendous oversight and workflow happening in the background.”

The airport can be a maze with seven concourses between the domestic and international terminals. Unifi’s operations for Hartsfield-Jackson are the company’s most extensive in the country, with more than 2400 employees. Unifi is the second-largest employer at the airport after Delta Airlines.

And while Hartsfield-Jackson is teeming with travelers on the most average of days, it’s taken to the next level during peak travel times.

“Staffing is obviously a very important thing during holiday scheduling,” says Venturo. “And it starts as soon we get flight schedules.

Unifi covers five lines of service for Delta Airlines, including wheelchair assistance and mailroom, and provides total ground service support for Spirit Airlines. Between October 1 and November 28, Unifi added more than 300 employees in Atlanta to support all lines of service.

“We have 142 Unifi employees just for Delta’s mail facility in Atlanta alone. We must be prepared to support Delta and USPS to ensure mail is delivered on time during the holidays.”

Staff scheduling is top of mind at all Unifi stations across the country. As post-pandemic staffing challenges plague almost every industry, Unifi has been hiring at a higher level for more than a year. With regard to holiday travel, some jobs require greater coverage, like ensuring enough people on hand for wheelchair assistance, below-wing support (like loading and unloading cargo), and crews to de-ice flights and ramps in winter climates.

“We begin working on winter operations early,” says Unifi COO Greg Kennedy. “Not only for our own preparedness, but we also want to present that readiness to our clients. Our airline partners rely on us for managing ground operations.”

An enormous amount of planning and work happens weeks, often months, in advance. While staffing and equipment are the big-ticket items on the list, there are also several other variables like training additional staff in essential areas of support, identifying hotel needs and transportation for staff in case of inclement weather, and purchasing winter gear hand warmers, gloves, and hats, as well as hot food and beverages for the teams working.

“We provide aviation services for top airlines across the country. Making sure we meet their needs safely and efficiently is our number one priority, and we cannot achieve that without our employees on the ground,” says Unifi CEO Gautam Thakkar. “So, it’s incredibly important that we also ensure their needs are met during periods of busy and stressful travel.”

Nearly 50% of Americans are expected to take to the skies this holiday season, as people’s appetite for being together and traveling remains strong post-pandemic. As these travelers descend into airports around the country, thousands of workers are on the ground and behind the scenes.

“I think that is what I really want people to appreciate about our company,” says Venturo. “Whether it’s assisting passengers with a travel need, cleaning facilities and airplanes, transporting luggage, or even just a friendly face as you navigate the airport – these are the faces of Unifi that make your holiday travel experience possible.”

These days, Art is a Station Manager, with Unifi Aviation, at John Wayne Airport in Santa Ana, but for 10 years of his life, he was part of the United States Marine Corp., and he says being a veteran is one of the highest honors of his life.

Art was deployed four times during the war in Iraq before being medically discharged.

“It was on my fourth and final deployment to Iraq I was given the opportunity to become a U.S. Citizen. The swearing-in ceremony happened inside Saddam’s palace, performed by a three-star general. I received a certificate of naturalization and an American flag that flew over the palace,” says Art. “It’s a day etched in memory.”

According to Art, returning to civilian life after serving in the Marines wasn’t without its challenges.

“It’s an ongoing process for me,” says Art. “Even today – as a station manager – my regional manager, support group – it’s hard for them not to notice that I was in the military. Even my tone of voice – in the Marine Corp., raising your voice was not frowned upon, but in the civilian world, it is, so I have to keep telling myself I’m not in the Marines anymore.”

Despite the hurdles, Art says more companies should hire veterans.

“We are held accountable, and if we say we’ll do a job – we’ll do it. That’s what the military instills in you,” says Art. “Working 12-hour days is nothing – it doesn’t phase us, and we are committed to the jobs we take on.”

It’s a sentiment shared by most veterans.

“You build the best work ethic in the military. Doing your job correctly and on time – you are held accountable. People in the military really care about their jobs,” says Valerie Zimmerle, an Operations Support Manager at the Spokane International Airport. She served in the United States Air Force for two years, and her husband just retired from the United States Navy after 20 years.

“So many vets keep extending their service because they don’t have the opportunity or knowledge to take that next step,” says Zimmerle. “But they are very dedicated and take their work seriously because that was the expectation in the military.”

Zimmerle says she is part of a proud veteran family, and it’s something she carries with her daily.

“I’m so proud of my service, extremely proud of my husband’s service – our friends and the military community as well,” she says. “You build a wonderful camaraderie when you serve, and I’ve left with lifelong friendships.”

James Papavlo is a Vietnam War veteran and works as a Unifi Ramp Agent at Manchester-Boston Regional Airport. “All the veterans I know in my community are hard workers. I can’t remember the last time I came in late or called out,” says James. “But people should also realize that we’ll go through lull periods, and it’s not always easy for us to talk about what we’ve been through.”

James was drafted to join the Vietnam War in 1965 as part of the U.S. Marines. Although time has him separated from his active military duty years for longer than others – the effects of war never wear off, says James.

“Nobody ever wins a war – it’s just that one side loses a little more,” says James. “Seeing fellow comrades blown up by landmines and shot at was a shock to my system.”

James fought for 13 months before returning home. In 1968 he was set to reenlist but couldn’t handle returning to a war zone and was able to opt out of active duty.

“There are no good memories from a war,” says James. “It’s not normal to want to travel thousands of miles to shoot and kill someone you don’t know, and then to come home and have people spit at you and call you a baby killer – it was really hard.”

More than 50 years later, James says he still thinks about Vietnam and wonders why he was there in the first place. He says he hopes people realize how tough it can be to return to civilian life for many veterans and having support for counseling and jobs can go a long way in easing those burdens.

Mark Brown is a Performance Manager for Unifi, based in San Diego, and served in the U.S. Navy for 14 years after joining in 1998. Brown was stationed in the Persian Gulf when the U.S.S Cole was bombed in Yemen, killing 17 American sailors, and also served a year in Iraq during the war after 9/11.

“The biggest lesson I learned from my years in the military was taking responsibility for your own actions, and I’ve carried it into everything I do.”

Brown says there are a lot of sacrifices that go into service, and when veterans return home, he advises people to be patient. “There are a lot of veterans out there that can be solid contributors, but they are just trying to find their way. I know for me, and many others, the military taught us to always get the job done.”

These are just a few of the dozens of veterans Unifi employs nationwide. We are deeply committed to hiring from our military community; you can learn more here.

For press & media inquiries: mediarelations@unifiservice.com

Naweed is a refugee, one of more than 12,000* who came to the U.S. in 2021. His job is his lifeline. His friends, family, and even his girlfriend are all thousands of miles away – in Afghanistan.

Naweed has been part of Unifi Aviation since April 2022, working as a Cabin Service Agent at Seattle-Tacoma International Airport. His journey to get here – and the journey he still faces – is one of struggle, resilience, and hope.

“Growing up in Afghanistan was not easy,” Naweed says, sharing his story through a translator. “But my father worked very hard to make a living, cultivating the land we owned, and my brother and I were able to go to school.” Naweed was raised in Jalalabad in the Nangarhar Province, where his family worked as farmers.

In 2016, Naweed took the only job available to him – serving as a security guard for the United Nations at Kabul Airport.

“I had no other choices – it is really difficult to find work in Afghanistan,” says Naweed. “It was a dangerous job because there are so many security challenges in the country.” Those challenges multiplied drastically in August of 2021 when the U.S. began its military withdrawal from Afghanistan, and the Taliban regained power.

“It was a horrifying time – a time I will never forget. I was working at the airport [when the Taliban came to Kabul], and we knew things could turn at any second. We were told to be ready for anything,” says Naweed, tasked with providing security for four U.S. officials until they boarded a plane out of Kabul.

As he assessed the volatility and violence around him, Naweed says he asked the U.S. military for help. “I wasn’t safe in Afghanistan under Taliban rule. People knew who we worked for and what we did, and they [Taliban] were not going to spare us.”

The U.S. military confirmed Naweed’s background and paperwork, and on August 22, he was on a plane to the United States – headed for the U.S. state of Washington. Naweed’s first few months in America were disorienting and challenging. He stayed with a cousin but was eager to look for work and his own place.

Since working at the airport as part of Unifi, Naweed has risen to the top and been recognized by leaders across the business.

“I was so inspired by Naweed and his story when I met and spoke to him,” says Chief Executive Officer, Gautam Thakkar. “Naweed is an excellent representation of the culture we are building at Unifi – one that uplifts communities and elevates people.”

“He’s an amazingly hard worker,” adds Naweed’s manager, Alex Hilario. “Not only does Naweed show up and put in 100 percent at work, but he then goes home and works on learning English.”

Since Naweed joined Alex’s team – he’s also brought nearly 30 more employees on board – all of whom are refugees. While Unifi employs dozens of refugees across the country, the company is looking to expand its recruitment efforts.

“Refugee outreach and community recruitment efforts are very important to us,” says Chief People Officer Archana Arcot. “It’s an extension of our commitment to frontline employees and creating growth opportunities for all communities – whether it’s racial and ethnic minorities, women, veterans, or refugees. We know that having a diverse, welcoming workforce makes us an inclusive, smarter, and more successful company.”

For Naweed, his career at Unifi has not just given him a purpose in a new land – it’s been a blessing for everyone he cares for. “It’s not easy living as a refugee, and I can’t speak for everyone but for me – I’m happy right now because I can provide for my family. We have big families back home and I have a lot of brothers and sisters. Finding a job and earning money in Afghanistan is almost impossible.”

Although Naweed’s future is filled with many unknowns, his newfound career in aviation has been a bright spot.

“I am very happy at work,” says Naweed. Alex and Ken – my managers – provide us with everything we need to do our jobs – whatever we need, they make it happen. We are all here [with Unifi] because we are treated well.”

*SOURCE

For press & media inquiries: mediarelations@unifiservice.com

Annette interviews incredible women like Ying who share their stories that are powerful and transformational. ‘At age 17 Ying left China and came to America as an exchange student. Here, she focused on making good grades and learning all she could. Her US host family helped her find her direction into accounting and finance. As her career unfolded, she became an executive in several industries. Today she serves as a top leader in Unifi, the largest ground handling & aviation services company in North America.’

Listen to the Apple Podcast https://apple.co/3eKbnMB