A year ago, a new TAP career was born. The Turnaround Coordinators (TRC) have arrived to reinforce the Lisbon Hub team, to guarantee TAP's safety, punctuality and quality service.
In the beginning, there were 15 and were distributed by tasks of Turnaround and also support to transfers and "Customer Service" irregularities. It was, therefore a number with almost no expression. Today, there are 35 TAP Employees that perform this function in Lisbon, and this number is expected to reach the half hundred until the end of the year. The TRC work in shifts, from 5 am until the departure of the last flight, which allows the follow-up of the entire operation. The schedules are adjusted to the operation and to its different peaks, which means there can be up to ten TRC working simultaneously, being distributed by the different flights and even coordinating more than one flight at the same time.
The goal is to achieve the 50 TRC until the end of the year, which represents a clear dedication from TAP in the strengthening of this team so that we can improve our Punctuality and Service to the TAP Customer.
In summary, the functions of the Turnaround Coordinator are:
- To romote punctuality, safety culture, and to guarantee quality service to TAP Customers.
- To make a pre-flight analysis: definition of a Turnaround Plan for each specific flight and briefing with the people in charge of the different teams involved in the Turnaround.
- To ensure that human and material resources are positioned before the arrival of the aircraft.
- To communicate with the crew/door/ramp/catering/HCC, among others, to proactively identify critical situations and mitigate delays, facilitating the relationship between the different parties involved.
- To coordinate with the Transfer Manager the status of Passengers and baggage in transfer.
- To coordinate and register the correct performance of the contracted services, as well as the changes to the Turnaround Plan, ensuring the compliance with SLA – Service Level Agreements – that TAP has defined with the different service providers.
- To ensure that all flight documentation is received by the crew in the previously defined timings.
To Report any safety and security incidents to the responsible departments, for further analysis and improvement actions.
- To ensure the closure of the aircraft according to the safety procedures, also avoiding unnecessary energy costs.
- To clarify the reasons for delays, in coordination with the HCC.
- To supervise and coordinate the handling baggage with the terminal, with a special focus on mitigating baggage irregularities.
See, in the video below, how a TRC works every day, through the eyes of Susete Ferreira, one of the first to work as a TRC for TAP.