For Global Load Control (GLC), a genuine partnership is built through shared insight and a clear understanding of how every part of the operation connects. While our teams deliver services remotely, maintaining close relationships with our airline partners means stepping into their operational world whenever possible.
With this in mind, Mbongeni Ngcobo (Key Account Manager) and Robin Xavier Jacobs (Customer Success Manager) recently travelled to Reykjavík to spend dedicated time with Icelandair (FI). The visit offered a valuable opportunity to see firsthand the unique operational environment at Keflavík International Airport (KEF) and to collaborate directly with FI’s ground, ramp, and cargo teams.
Exploring Ramp Operations in Icelandic Conditions
A highlight of the visit was a Ramp Day at KEF, where the team was hosted by Rafał Kwiatek, Lead Ramp Agent.
KEF presents a distinctive operational environment, shaped by changing weather conditions, peak travel surges, and a tightly coordinated turnaround process.
During the session, the GLC team observed:
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Ramp communications and coordination practices
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Ground handling challenges influenced by Iceland’s seasonal shifts
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The interplay between ramp performance and load control decision-making
This on-the-ground exposure strengthens GLC’s ability to tailor its remote load control support to airport-specific constraints and real-world operational rhythms.
A Closer Look at Cargo Operations
The Icelandair visit also provided meaningful time with Davíð Smári Jónatansson, Cargo Manager, who guided the team through FI’s cargo operations.
Key insights included:
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Cargo movement patterns unique to FI’s network
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Weight distribution considerations
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Operational processes that influence load planning and sequencing
By understanding cargo operations from end to end, GLC reinforces its capability to support Icelandair with the accuracy and situational awareness required for safe and efficient load control.
Strengthening Collaboration Through an In-Person Monthly Meeting
To round off the visit, the team joined FI for their monthly operational meeting, held in person this time, at Icelandair headquarters.
This session enabled deeper conversation around:
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Transformation priorities across FI’s operational departments
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Areas where GLC can enhance support for ramp teams and OCC
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Joint approaches to continuous improvement
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Streamlining communication between on-site personnel and remote load controllers
Meeting face-to-face created space for open dialogue, shared understanding, and strengthened alignment, all essential elements of a resilient, long-term partnership.
The Value of Being Present in Our Partners’ Operations
Remote aviation services rely heavily on precision, trust, and seamless coordination. On-site visits like this one ensure that GLC’s teams remain closely connected to the realities our partners navigate every day.
These engagements help us:
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Adapt our processes to each airline’s operational style
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Become more responsive to airport-specific challenges
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Build stronger, human-centred working relationships
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Support safety and efficiency with deeper contextual knowledge
For Icelandair, for GLC, and for our wider network, this approach supports a foundation for continuously improving service delivery.
Thank You to the Icelandair Team
We extend our appreciation to the Icelandair teams across ramp, cargo, and headquarters for their time, collaboration, and willingness to share insight.
These engagements play a crucial role in shaping how GLC evolves its services and strengthens operational partnerships globally.
