milind52224

[milind52224]

The Hidden Work Behind Every Flight: What Passenger Don't See

I remember being nervous the day before my airport orientation as a Cathay Pacific Customer Service Ambassador. I barely got any sleep that night, and I was so determined not to be late that I ended up arriving two hours early on my first day​. Standing in the terminal that morning with a group of fellow new hires, I felt a buzz of excitement. The staff welcomed us warmly and took us on a behind-the-scenes tour of the airport, giving us our first glimpse into the hidden world that keeps every flight running​. As we tried on our uniforms and received our ID badges, it struck me that I was finally stepping into the aviation industry I've loved since childhood – taking my first small steps in a dream that felt both thrilling and daunting​.

That orientation day opened my eyes to just how much happens beyond the view of passengers. Most people rushing to catch a flight only see a small fraction of the work involved: a smile at the check-in counter, a friendly voice at the gate, and attentive cabin crew in the aisle. What they don't see is the army of people working in concert to make that journey possible. In fact, it can take hundreds of personnel to get a single airplane off the ground. One seasoned aviation specialist estimated that anywhere from 100 to 200 people (or even more) might be working behind the scenes for oneflight to take off​. Think about that the next time you're waiting to board – the few staff you encounter are just the tip of the iceberg.

The small invisible tip represents the pilots, flight attendants, and gate agents you see, while beneath the surface lies a massive foundation of unseen contributors: dispatchers, baggage handlers, mechanics, caterers, air traffic controllers, cleaners, security officers, and more, all supporting the flight

Ground Crew: First to Arrive, Last to Leave

While passengers are still driving to the airport, ground crew are already hard at work. Baggage handlers are loading luggage, engineers are checking for mechanical issues, and cleaners are prepping cabins. According to SITA (2024), "4.5 billion bags were handled worldwide in 2023". And a single narrow-body aircraft might need a full turnaround in under 40 minutes.

Every move has to be perfect. If one step is delayed, the whole flight schedule could fall behind.

Check-In and Gate Agents: Calm Under Pressure

As a CSR, I saw firsthand how intense these roles are. Check-in and gate agents help passengers with baggage issues, rebookings, missed connections, and boarding. Often, they’re the first ones to deal with delays, angry travelers, and nervous fliers.

They perform a high amount of emotional labor. This concept was first defined by sociologist Arlie Hochschild and refers to" how workers manage their feelings and expressions as part of their job"(Beck, 2018). Airline staff have to stay calm, kind, and efficient even under pressure.

Many travelers don’t realize that gate agents also coordinate directly with dispatchers, the flight crew, and ramp agents. They’re not just scanning boarding passes—they’re holding the entire process together.

Cabin Crew

Cabin Crew are usually seen as the friendly faces serving drinks, but they are also trained safety professionals. According to United Airlines (n.d.), "flight attendants go through 6–8 weeks of safety training". They learn emergency evacuations, medical response, firefighting, and conflict management. they are always ready and the first responder of the whole flight.

While passengers relax, cabin crew are checking exit rows, arming doors, verifying passenger lists, and remaining alert for safety risks. Their job requires multitasking and emotional control.

They are trained to remain composed even in turbulent flights or medical emergencies. I’ve seen crew members de-escalate situations with just a calm voice and confident posture. They don’t just serve—they protect. they are also have to prepare cabin after groomers clean a aircraft and even before the flight begins which is a big responsibility and stressful for them even before the time to make the quota and be ready on time to not delay the flight.

What the Passenger Doesn't See

All this work is mostly invisible. The average passenger sees a clean plane, a friendly crew, and an on-time takeoff. But what they don’t see are the ground crew out in the rain, the agents handling rebookings with kindness, or the Cabin Crew ready to respond to a heart attack at 35,000 feet.

Even during my co-op, I didn’t realize how tightly coordinated everything had to be until I watched a delay unfold. One baggage cart issue created a ripple that led to late boarding, missed connections, and complaints. Every role matters, and every person is part of a massive synchronized operation.

Conclusion

The purpose of this blog is not just to inform—it’s to help change how we think about the people who make flying possible. These workers deserve more than just a passing glance. From check-in agents who manage stressful boarding rushes, to ground staff working in all weather conditions, to cabin crew trained to handle emergencies at 35,000 feet—every single one plays a vital role in the travel experience.

As passengers, we can help by doing something simple but powerful: show appreciation. A smile, a “thank you,” or even being patient when things don’t go as planned, sends a message that their efforts are seen. But beyond individual kindness, we should also encourage greater recognition in the industry—through stronger employee support, improved working conditions, and public awareness campaigns.

Air travel is often seen as routine, but it’s actually a miracle of human coordination, professionalism, and teamwork. Let’s not forget the hundreds of people who help get each flight safely into the sky. When we value their work, we elevate the entire flying experience—not just for them, but for ourselves too.

References

Air Transport Action Group. (2024). Facts & figures. https://www.atag.org/facts-figures.html

Beck, J. (2018, November 26). The concept creep of "emotional labor". The Atlantic. https://www.theatlantic.com/family/archive/2018/11/arlie-hochschild-housework-isnt-emotional-labor/576637/

SITA. (2024). Baggage IT insights 2024. https://www.sita.aero/resources/surveys-reports/sita-baggage-it-insights-2024/

United Airlines. (n.d.). Flight attendant information. https://careers.united.com/us/en/flight-attendant-information

#COM01 #airtravel #aviation #behindthescenes

[milind52224]

This blog is dedicated to the staff at Cathay who supported us during our CO-OP, making us feel at home and opening the door to opportunities and learning. I want to thank Jordan and Hana for teaching me so much and for their unwavering support to all the students. I also extend my gratitude to all my professors who guided us by sharing their insights about how the aviation industry works, along with their personal experiences. They instilled in us a confidence we never knew we had and showed us just how high we can soar in the skies of opportunity and possibility.

Additionally, I would like to express my appreciation for Ms. Ava, who supported me and all the students. Ms. Ava, you are truly the best! Thank you to all the staff, professors, and Ms. Ava for being the backbone for the students, guiding and supporting us every step of the way.ff all the profs and Ms Ava who have been the backbone for the students and guided and supported us were there for every step of the way.

[milind52224]

Well to my surprise I did get a second Interview and I think I didn't do well in that in one question particular but it went pretty well overall. I did my second interview and I was doing my CO-OP and enjoying the moment. I know that I did not get in but to my surprise one day, I got a call from Cathay and I got the job. Never lose hope. Sometimes the world works in mysterious ways. Since I have the job now I understand the weight of this on my shoulder and I have to live up to it. Aviation is my future and my field and I respect it a lot. So it is time to make all the people who supported and helped me along the way proud. I will say to all the future CO-OP students that do not lose hope cause the future has something stored for you just be positive and keep working towards your goals be kind to everyone, be respectful and keep working towards your dream, and never give up.

[milind52224]

Cathay is hiring soon with their new early morning flight and I applied and I was at home just sitting down and then I saw the email and stood up so fast and was not expecting anything but then I got an interview and was so happy. I was just positive and happy at that moment and I was already getting ready in my mind for the interview. On the last due date, I did my digital interview and it was not bad and I did pretty well overall. After the interview, I knew I would have a second interview so I was hoping maybe I would get it or not but I didn't want to expect anything so I was just going with the flow and just being in the present and enjoying my CO-OP and learning new things and managing school and enjoying these last semester before it ends.

[milind52224]

I have lost count of which shift is this but I got my purple RAIC right and it is very easy. It took me one week after yellow RAIC to get my purple RAIC appointment and it was quick. With yellow, we have to use the same way as pax but we can cut the line with Purple it is very easy, and no lines. I am working my shift like always. I have made some good friends and connections at Cathay and I like the whole experience. Living in the present and learning and helping pax with everything. There are always new things to learn here and it surprises me a lot that whenever I think things and how the way it works but then I learn more. I am always curious about how everything works like agent jobs and sometimes I say hi and hello and try to learn new things I have been good at managing kiosk, Queue, and SSBD at the same time when it is busy and I like to look around near Air Transat kiosk to see if any Cathay Pax there and there are always pax over there and I help them and bring them to our Cathay line and show them the way. 

[milind52224]

5 Feb, 2025- I am working morning shift like usual and it was good day. Less pax. Since I got my yellow and I went inside the gate and learned a lot of things and most important is how to help pax to show them correct line and how to guide them and I like to think of it like a crowd control but it’s just very simple and then we do doc check at the gate and we must have to be through when we do that. There are rules by transport canada and we have to follow them very closely. If you do not know something or unsure then always ask the staff. Better to learn than doing something wrong. I make it sound so tough but it’s not. It is very simple and chill but l like my work to be solid. I like to stay at the gate for aircraft till it get airborne and I love to see it so close and sometime to wave at the captain when it is leaving and they are so cute that they wave us back each time. No Matter how many times you work at gate and see the aircraft. It feel likes I am watching it for the first time.

[milind52224]

Jan 27, 2025- 7 shift. I picked up an extra shift for someone because they were sick and it was a good day I was working on the kiosk and then going around SSBD to help each other when it gets busy. This night shift we had a canceled flight and half of us students left and 3 of us stayed behind to help the staff. We waited for the passenger to return from the gate and we prepared the counter with boarding passes and bag tags for the staff, we got some tips from the staff on what to say and how to help the pax. We started helping the pax and some of them had someone die in the family and some of them were frustrated. Vivian and Cyra left around 2 am and I was the only student there I talked to all the pax that day one by one and from the beginning to the last of the line helped them figure out their next flight and how to do other stuff. The staff checked on me once in a while to make sure I was okay and I always have been good at showing sympathy so I connected with them and I had to use Google Translate to talk to some of them in Vietnamese, Chinese, and other languages. Some of them needed reassurance not only once but twice and more time so I was happy to help and explain them. I believe I got yelled at by some pax that day but I tried my best to help them and later on, the same pax was yelling at staff. But we all helped the pax and it was done around 4 Am. The staff thanked me a lot for being there and then I went home I learned a lot from these experiences. I understood the real aviation experience. If I was a pax and my flight got canceled then I would be frustrated too and someone lost 1 day of vacation so I saw that and got hands-on experience and I learned a lot. It is very normal and what matter to me is that maybe some of them were having a bad day cause of this but I was there for them and I hope I made it a little better for them by helping. My advice for all the students who will do CO-OP next semester or are in one is to be present and learn from all the moments and never ever lose hope of the bigger picture.

[milind52224]

Jan 13, 2025- Second shift. I always take the 1-hour early bus so I am in the office 1 hour early and i go to Starbucks to get my chai tea latte hot then i sit down on the couch and do some productive tasks for school. I was working on the kiosk and helping pax with bag tags and boarding passes on the second day. Sometimes the machine doesn't work or a problem with the pax itinerary or details so just send them to the assistance line and always ask the pax if they have a wheelchair or not cause if they do then they go to the assistance line. People with infants, send them to the assistance line. Sometimes pax want to go to the counter so make sure that you let them know that you can help them at Kisok and help with boarding passes and bag tags. The second day I learned a lot of things and it was good. Got the late bus at night and reached home. some of us got the uniform but some of us did not have the size so they ordered for us. Met new staff on the second day and they are all so nice and teach us a lot of stuff and helped us.

[milind52224]

January 9, 2025- right after orientation day, I had my first shift in the morning and I was excited for it. I remember I couldn’t sleep that night and I was going through what I heard from other students at Cathay who told me some stuff and how it works in my head as a note to be prepared. I took the bus and luckily I found my way to the office without even getting lost and I waited for others and then we all sat down on the couch and saw the briefing for the first time and then I was at the kiosk and I didn’t even need to be taught cause I knew somehow how it works and I saw old students teaching us how to attach bag tags and everything and I was just helping passengers and then we switch to SSBD. I learned how to operate it and helped passengers along the way. Whenever I have questions or something I will ask the staff there and Jordan and I did make a mistake in SSBD but it was not bad so luckily I took a breather and next time whenever I think it is not right then I will ask questions before doing that task. That way I learn more and more. The staff is so nice and they helped us a lot to understand. The first day went well and learned a lot I was so happy to be there and get this opportunity.

[milind52224]

January 8, 2025-Orientation day with Cathay Pacific Airways.

I remember being nervous a day before and I barely got any sleep. I woke up early and I had to run and get my things ready even though I was early I remember missing the bus and having to book an Uber cause I didn’t wanna be late on my first day. I was 2 hours early and I still don’t know why I didn’t wait for another bus. As soon as I arrived at the airport. I saw my friends standing all together and so many faces that I know and we all waited for 1 hour and some more and the time came and the staff came and took us on a tour of the airport and the area that we need to know and our way to office and took us to the conference room and we learned a lot in the presentation about our attire and everything about our duties and flights and a lot of things to remember and knkw. The staff are so welcoming and they were all so cute they answered our questions and made all of us felt all welcomed and motivated and right at home. Then we went to the office and tried our uniforms. All of us got some sizes right and the staff ordered others for us. We also got our schedule for January later that night. we got our name tags and cathay card.

The feeling of the airport and walking and just the chill settling in that I will be working here from right this week and the excitement to see the cabin crew or captain. It was like living my childhood dream and taking my first small steps into the aviation industry which will be home one day and I can't wait for it and I am thrilled and ready for my next shift.