Operations – The Hub Behind Every Flight
When the yellow helicopters take off in the Engadin, what you see above all is the crew and the experience in the air. But before a flight can take place, numerous things have to come together behind the scenes.
The Operations Team is the central hub connecting customers, crews and our partners. Information is coordinated, weather conditions are assessed, enquiries are handled and the next day’s operations are prepared. In short: this is where many individual pieces of the puzzle come together to create a smooth day of flying.
The link between customers, crews and partners
The Operations Team is in daily contact with a wide range of people. Customers want to know what options are available for their flight, crews need up-to-date information for their assignments, and our partners need to be kept informed about the respective flights and procedures.
It is particularly important that the right information reaches the right person at the right time. The Operations Team keeps track of everything and ensures that the different areas remain connected.
Weather in focus
Weather plays a particularly important role in the mountains. Fog, wind, visibility or snowfall can affect the flight schedule and sometimes require decisions to be made at short notice.
The Operations Team therefore closely monitors weather developments and stays in close contact with the crews. Together, they assess which flights and programmes can be carried out safely and sensibly under the current conditions.
The principle is clear: safety always comes first. A programme may be adjusted, postponed or, if necessary, cancelled. While this can sometimes be disappointing or frustrating for our customers, these decisions are an important part of our daily operations and are essential for safety.
Tomorrow starts today
While the crews are still busy with the current programme, preparations for the next day of flying are already underway in the Operations Team.
The programme is put together, individual flights are scheduled and crew assignments for the following day are organised. Many factors have to be taken into account: the flight programme, crew availability, weather conditions, technical requirements, fuel needs and the individual wishes of our customers.
The goal is to have everything prepared so that our crews know exactly what to expect the following morning and what their responsibilities will be.
Customer enquiries – in five languages
Handling and responding to customer enquiries received by phone or email is also part of the Operations Team’s daily work. From transport requests and questions about sightseeing flights to last-minute changes, the team strives to assist customers quickly and personally.
And not only in German. The Operations Team communicates with customers in English, French, Italian and Romansh.
Especially in international tourism, this multilingual approach is an important part of our personal service.
Maps and flight materials for the crew
Another task that usually remains invisible to our customers is the preparation and creation of maps and other flight materials for our crews.
For the various flights and programmes, relevant information is compiled and presented clearly and efficiently. This ensures that the crew has all the necessary documents and can prepare optimally for each assignment.
There is a great deal of detailed work involved here too – because thorough preparation is the foundation of a successful flight.
Many moving parts, one common goal
The Operations Team is therefore much more than just an administrative function. It is the link between customers, pilots, crews and partners, ensuring that everything behind the scenes comes together as smoothly as possible.
Our customers never see many of these tasks. And that is actually a good sign: when everything runs smoothly, a day of flying can seem almost effortless. Yet behind every take-off are planning, communication, experience and countless small decisions.
So the next time you see one of our helicopters taking off in the Engadin, remember: the flight doesn’t begin at take-off – it begins many hours earlier, with our Operations Team.
