Aviation is a world defined by complexity, regulations, and safety. We’ve all heard the sayings: "Aviation is the safest means of transportation", or "You’re more likely to be in a car accident on the way to the airport than in an airplane crash." These statements are comforting, and they hold some truth. However, the reality is that we have paid a significant price to reach this level of safety, and despite our system’s redundancy and resilience, it remains fragile. This fragility stems not from the systems themselves, but from the immense pressure placed on the people who make aviation run.
Over the past few days, I had the unique opportunity to observe the intricate dance of aviation from two different perspectives: as a pilot and as a passenger. These observations have only reinforced what I’ve long believed: safety is not just about processes; it’s about people. Processes should be built around people, not the other way around.
The complexity of the aviation system
Aviation is often used as the gold standard for safety in other industries. It’s a highly regulated and intricate system that has been fine-tuned over decades. But with the rise in demand for air travel, post-COVID growth, and the push for a "cleaner" industry, the pressure on this system has never been greater. More planes, more airports, more flights... Everything is scaling up, and with it, the demand on our people.
What we often overlook is that each one of us contributes to this pressure, whether we’re flying on a budget ticket for a vacation or managing a fleet of aircraft. Every role, from the pilot to the ramp agent, the air traffic controller to the cabin crew, is interconnected. Safety, while solid in appearance, can sometimes feel like a house of cards... One wrong move, one neglected role, and the whole structure is at risk.
Observations from the ground
A few days ago, I was spending a few hours at a regional airport in Deauville, France, a relatively quiet airport that was bustling due to various events and perfect weather drawing in general aviation traffic. Here, I witnessed first-hand the incredible work of the ground staff, firefighters, and runway inspectors. Despite the extra pressure of an unusually busy day, these professionals were running non-stop to keep operations smooth. On these airports, it is quite usual to see firefighters also acting as marshallers and ground handlers. People endorse several functions and jobs just "to make it happen".
While my copilot and I relaxed in our shorts and t-shirts, waiting to start our duties, I couldn’t help but admire the dedication of these individuals. These are the unsung heroes of aviation; the people who work behind the scenes, often underappreciated and unnoticed. It struck me that our interaction with them, whether respectful and kind or dismissive and stressed, can significantly impact their performance and, ultimately, the safety of our operations.
However, let me be clear: being kind and respectful doesn’t mean being blind to misbehaviour or accepting of unprofessionalism. There are moments when assertiveness is necessary, especially when safety is at stake. Gross negligence, criminal intent, or intentional deviations from standards should never be tolerated. But I do believe (maybe I am wrong), that in more than 95% of the time, people don't come to work with the intention to do bad things. The stakes in aviation are incredibly high, and we all have a responsibility to uphold the rigorous standards that keep us safe.
The Power of respect and genuine interaction
During those hours in Deauville, I made it a point to engage with the airport staff, to share a smile, a silly joke (Belgians are known for this), or a simple “how are you?” It’s a small gesture, but it can have a profound effect. I noticed that when we treated the staff with genuine kindness and respect, everything ran more smoothly. Conversely, I saw some of my fellow pilots behaving less respectfully, forgetting that they are just one part of a much larger system.
This realization hit me again as I flew home as a passenger. The cabin crew on my flight (and it wasn't even a low-cost carrier), handled some incredibly disrespectful behaviour from passengers with grace and professionalism. It saddened me to see this, knowing that these crews face such challenges almost daily, which much have a profound impact on mental wellbeing on the long run. There’s a disturbing trend of people treating aviation staff as mere “servants,” forgetting the essential roles they play in ensuring a safe and comfortable flight.
And yet, while we all strive to be kind and respectful, we must also acknowledge that aviation is a high-pressure environment. Even I, someone who believes deeply in the power of a smile and a kind word, find myself stressed or frustrated at times. But it’s in these moments, perhaps more than any other, that we must strive to maintain our respect for others and communicate effectively, even if that means being assertive to ensure that safety is never compromised.
The uniform doesn’t define you
Another interesting observation during my time in Deauville was the way my copilot and I were perceived by other crews. While we were in our casual summer clothes, some other private jet crews looked at us with a kind of condescension, perhaps assuming we were less experienced or even just “sky tourists.” But when we put on our uniforms, and when we got to our aircraft, their attitudes shifted. Suddenly, we were treated with more respect, as if the uniform alone commanded it.
This experience reinforced one of my core beliefs: “Do things seriously without taking yourself too seriously.” A uniform might change how others see you, but it shouldn’t change how you treat others. Whether in shorts and a t-shirt or full pilot attire, we continued to engage with the airport staff in the same friendly, respectful manner. Our professionalism isn’t defined by our clothes, but by our actions and our respect for everyone involved in the operation.
Aviation: A Team Effort
Flying was once seen as a privilege, and those who worked in aviation were held in high regard. Today, that respect seems to be dwindling. This lack of respect doesn’t just demotivate, it adds pressure to an already fragile system. From the ground operations staff working in extreme weather conditions to the cabin crew dealing with unruly passengers, everyone in aviation is a critical link in the chain of safety.
As pilots, we must remember that we are not superior to the ramp agents, the ATC, the caterers, or the baggage loaders. It’s a team effort, and our interactions with others in this system can either strengthen or weaken the entire operation. A simple smile, a kind word, a moment of genuine interest; these small acts can make a huge difference. They’re not just nice gestures; they’re essential to maintaining the safety and efficiency of our industry.
Putting People at the heart of Safety
In reflecting on these experiences, it’s clear to me that the heart of aviation is not the processes or procedures, it’s the People (notice the capital "P" here!). Processes are important, but they must be built around the understanding, appreciation, and respect for the individuals who carry them out. When we prioritize people, when we engage with them sincerely, and when we recognize the value of every role in this vast and complex system, we not only enhance safety, we build a culture of respect and resilience that can withstand the pressures of our industry.
So, the next time you’re at an airport, whether you’re a pilot, a passenger, or any other part of this incredible system, take a moment to appreciate the people around you. Understand their challenges, recognize their efforts, and show them the respect they deserve. It’s a small shift in mindset, but it’s one that can make a world of difference in the safety and future of aviation.
Fly safe!
M
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