The Wings of Time by Kenneth Washington
The Wings of Time shines a spotlight on the often-overlooked backbone of the aviation industry—the ground staff who work tirelessly to ensure the safety, security, and comfort of countless passengers. In a world where the glamour and excitement of air travel are celebrated, this book pays tribute to the unsung heroes who keep the planes flying and the airlines running smoothly 24/7, 365 days a year.
Drawing from his own rich experiences, Kenneth Washington reflects on the camaraderie, challenges, and moments of triumph that defined his 35-year career as a member of the ground staff. Through vivid anecdotes and heartfelt stories, he honours the dedication and resilience of his colleagues, whose hard work and commitment often went unnoticed.
Each chapter brings to life the reality of working behind the scenes at an airport, from the high-tension moments requiring quick thinking to the satisfaction of providing seamless service to passengers, whether they were celebrities or first-time flyers. Kenneth's journey of reflection is not just a collection of memories; it is a celebration of the human connections and perseverance that make the aviation industry possible.
The Wings of Time is a testament to the power of dedication, the importance of human connections, and the incredible journey of a life well-lived. It is a book that will inspire and resonate with readers, offering a unique glimpse into the true essence of the aviation profession.
What inspired you to write this memoir, particularly focusing on ground staff rather than pilots or airline executives?
My inspiration for this book stemmed from the 35 years I spent at a leading international airline rising through the ranks to become a Passenger Services Manager. Through these years I found myself working alongside some of the most dedicated and hardworking individuals, the ground staff.
From check-in to baggage handling, customs to immigration, catering to maintenance, each individual had a role to play in ensuring every passenger had a memorable experience. The ground staff are responsible for the safe, secure and punctual departure and arrival of every aircraft and a comfortable and pleasant journey for every passenger. A good experience on the ground always gained the loyalty of the passengers who would become lifelong customers.
While countless stories have been written about pilots and airline executives, the real heroes who keep the airline running, and work tirelessly around the clock, the ground staff, are often forgotten.
My history is so intricately woven with these individuals, that when I got this opportunity to write my debut book, ‘The Wings of Time’, I couldn’t help but shine the spotlight on them.
Your book emphasizes camaraderie among the team. What are some of the most meaningful relationships or rituals that helped you and your colleagues get through challenging days?
As the Passenger Services Manager for a leading international airline, I had the honour of leading a team of extremely hardworking and dedicated individuals. Each member of the team came from different backgrounds and had different levels of experience. But one thing they all shared in common was their commitment to customer service and their desire to make the workplace a fun and unforgettable experience.
Despite our best efforts to keep things running smoothly, there were instances where external factors beyond our control, such as a delayed flight or lost baggage, would cause passengers to take out their frustration on the team. Whilst my first priority was to ensure all grievances were dealt with swiftly, I also made it a point to remind my team not to take these things personally. To destress, we would often catch up at the local Dhabas after work and laugh about the adventures of the day. We would also get together regularly at the office social club gatherings and celebrated our achievements. This promoted a sense of camaraderie and boosted team morale.
My book, ‘The Wings of Time’, is filled with heartfelt anecdotes not just from me, but my team as well, each one uniquely different. Even today, years after several of us have retired, we still get together every year to celebrate the good old days and make new memories. We may have started off as colleagues, but we ended up as friends and family, and I think that is a testament to the wonderful work environment we shared.
You mention experiences with both celebrities and novice flyers. Did you ever find yourself adapting your approach dramatically between these two types of passengers?
Our airline was one of the first international airlines to open regular flights from India to all of the most sought after destinations in the world. We saw passengers from all walks of life, be it a humble farmer making their first flight overseas to meet a loved one or a seasoned celebrity traveller jetting off to film the latest blockbuster movie. Despite this diversity, I was a strong believer in treating every single passenger with the same warmth, respect and professionalism. Our airline had the highest of standards, so it didn’t matter who the passenger was, if they were flying with our airlines, they would be treated like royalty. The approach I followed might have been tailored for each passenger, to take their unique needs into consideration, but rest assured, they would all be greeted with the same smile and treated to the same exceptional customer service our airline was known for. From the moment they turned up to the check-in counter to the moment they walked out of the airport at their destination, we wanted to give them an unforgettable experience. It was this personal touch and unparalleled customer service that made everyone want to come back and make our airline their first choice for a premium experience.
Did you ever experience a failure or setback—a mishandled situation or breakdown—and how did you recover and grow from it?
One of my favourite Chapters in my book, ‘The Wings of Time’, is Chapter 2 A Journey of Faith, Friendship, and Resilience: My Early Years in Aviation. This Chapter highlights numerous examples of setbacks and failures in my early years in aviation which shaped me into the person I am today. As a Passenger Services Manager, one of my main responsibilities was to ensure that every single passenger had an unforgettable experience when they travelled with our airlines. And while I would love to say that not a single passenger had any issues, I would be lying. The very nature of a customer service job, especially for a leading international airline, means that things are bound to go wrong. From delayed flights to lost baggage, there was always something to manage, and as the Passenger Services Manger the buck stopped with me. I would always approach these situations the same way, by treating the customer with respect and ensuring they felt heard, before offering a solution.
There were several instances where a passenger would threaten to report me and my staff and have us dismissed because of a situation that was beyond our control. But rather than reacting, I would listen and offer practical solutions that would ensure they felt heard. I would even often appeal to their higher sense of empathy by jokingly saying, “you wouldn’t want me or my family to be thrown on the roads without a job, begging for food, would you?”. This always lightened the mood and along with a win-win solution, meant that even the loudest of customers would walk away with a smile on their face and a pep in their step.
Sometimes when things would escalate and the passengers were genuinely distressed, our team was authorised to offer upgrades under the heading of Service Recovery. A small gesture that would keep the passengers happy and ensure that they became regular customers. I recall we once had a frequent Club Class passenger who was annoyed that he was being charged an excess baggage fee. Seeing him in such distress, I offered him an upgrade to First Class and with a smile I told him to try the product as a practical way to avoid excess baggage charges in the future. As the flight wasn’t full, this small gesture could ensure that the passenger would soon become a frequent First Class passenger, a win-win for everybody. And a frequent First Class passenger he did become. Each time I met him, we would joke about that day, and instead of losing a regular passenger, we ended up gaining an avid supporter.
Now that you've written the book, how do you hope readers, particularly those outside aviation, will view airports and the people who make them work?
Now that I have written my book, my hope is that readers, particularly those who are outside the aviation industry, will gain a better appreciation of all the people and work that goes on behind the scenes.
‘The Wings of Time’ is filled with stories of hard work and the dedication of individuals who are often forgotten in the glamourous world of aviation, the ground staff. The check-in staff, the baggage handlers, the cleaners, the crew shift drivers, the catering officers, the maintenance officers, all have a role to play in ensuring that every passenger has a safe and memorable experience. However, despite this, these team members are often forgotten. Most aviation books focus on the pilots and the glamourous cabin crew, but behind every successful airline is a team of dedicated ground staff that keep the airline running like clockwork.
As I reflect on my own journey, and all that I have gone through, I can say with confidence, that without each and every one of these individuals, the airlines would not be what they are, and no matter how good the pilots or cabin crew are, a passengers journey would not be as smooth without them. I hope that every time a passenger walks through the doors of an airport, they will take a step back and appreciate the real heroes of the aviation industry, the ground staff.
For readers who don't work in aviation but face similar "invisible labour" in their own fields, what message would you like them to take from your story?
While my book, ‘The Wings of Time’, is centred around the aviation industry, my hope is that readers will take a step back and truly appreciate all that goes on behind the scenes, in any industry, to ensure that everything runs smoothly.
Every industry, no matter how big or small, has an “invisible labour” force that work tirelessly behind the scenes to get the job done. Whether it is a food delivery business, or a luxury hotel, without a strong support network of hardworking and dedicated individuals who aren’t afraid of getting their hands dirty and doing often thankless jobs, these businesses would not succeed. Just because these individuals work behind the scenes, they are often forgotten, but the work they do, the hours they put into supporting the business, is not insignificant. This so called “invisible labour” don’t get the recognition that they deserve, but it is their passion and commitment to the organisation and the customers that make a real difference.
The greatest asset of any organisation is their team. And keeping the team motivated and mentoring them to succeed will ensure that they come into work every day with a smile on their face, ready to take the organisation to new heights and provide unparalleled customer experience. A simple gesture like pulling them aside to thank them or rewarding them for their hard work and dedication can go a long way. Whether you are managing a team or using a service, it is the small things that keep these individuals motivated. So the next time you find yourself face to face with one of these unsung heroes, I hope you will truly appreciate everything they have done to make your experience memorable.
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From the Editor's desk
Vanshika Gupta