The Ground Game: Inside Piedmont’s operation during the busiest week in Augusta

Augusta Regional Airport (AGS) may be small, but it transforms during the first week of April as thousands of travelers from around the globe arrive for one of professional golf’s premier tournaments. Piedmont’s Ground Handling team has spent months preparing to welcome them, elevate their journey, and deliver genuine Southern hospitality.

“This week is my favorite time of year because the team really shines,” proudly exclaims Margie Asselin, Piedmont’s General Manager at AGS. “Attending the tournament is a bucket list item for many passengers and it’s our team’s opportunity to show them that we take pride in our on-time performance, safety and customer service.”

On an average day, Piedmont’s AGS team handles seven regional flights to three destinations utilizing two gates. Due to the popularity of the event and passenger demand, this year’s daily operation grew to serve 10 destinations with 24 flights at its peak on Friday, April 10. On Monday, April 14, the day after the tournament concludes, the AGS team will process 600 passengers departing before 8:00 a.m. which is what they normally handle in an entire day. Overall, 39 additional flights were added this year with at least three additional flights each day.

Thirty agents, supervisors and managers comprise Piedmont’s Ground Handling team in AGS but during tournament week, they rely on assistance from temporary duty (TDY) team members from across the company to ensure a smooth operation. With the increase in flying this year, 24 TDY team members were called to assist in all areas of the operations including the ticket counter, at the gate, on the ramp and in baggage service.

Piedmont TDY Customer Service Agent Labraya Peterson from Bakersfield, California has worked during this event for the past five years. “I love working during this busy time in Augusta,” shares Labraya. “There’s excitement in the airport, and you can feel the energy surrounding the event. We all know the goal, our individual roles and that’s what makes our teams strong. Working in this fast-paced environment has helped me feel more confident in my role.”

Increases across the board include not only aircraft, passengers and team members but also 20 additional pieces of Ground Support Equipment (GSE) were needed due to the increase in flying. More passengers mean handling more bags including an influx of golf bags and unusual items like golf umbrellas and folding chairs that passengers want to check to their final destination.

The team members who work at AGS are cross-trained to work every role in the operation, however during tournament week, with the addition of the TDY team members, each person working has one specific role in the operation that they perform for the entire day. “Instead of rotating team members to different roles, we found it much more efficient to have them focus on one task,” shares Asselin. “We also have some brand-new agents this year who we’ve paired with seasoned agents which provides great training opportunities.”

Margie’s biggest point of pride is how well the team works with limited space. “There’s a lot of activity happening and it all has to work together in a condensed space. We process all our passengers through two gates and one hard stand with planes arriving and departing sometimes within minutes of each other. Successful execution of each role is key to the entire process working and we do a great job.” Ramp space during this busy week is extremely limited due to private and charter aircraft from around the world parking on all available ramp space and a closed runway.

“With the increase in flights arriving and departing almost constantly, there are many moving parts and activity on the ramp, and remaining organized, communicating well and ensuring the safety of our passengers and team is key to great performance,” shares Asselin. Flights are turned in 30 minutes and keeping the operation on time is crucial. To aid in on-time performance, aircraft mechanics and contracted GSE mechanics are onsite throughout the week to keep aircraft and equipment running smoothly to avoid delays. The lack of hotel availability and transportation make it difficult to handle any passenger misconnects.

The AGS team normally handles only regional aircraft, but when the larger, mainline aircraft arrive, they get excited. “We don’t normally see large aircraft here and it’s exciting to be around them and see all the passengers,” shares Martha Tauai, AGS cross-trained agent. “The tournament is a big event, and it makes us feel like a big station.”

Margie says the months of planning and preparation leads to a successful week each year. “This is my fourth year leading the operation here at AGS. It’s a busy time for Augusta and for Piedmont Ground Handling but I couldn’t be more proud of this team.”

Watch the video below to learn more about the hard work that goes into making a busy week of golf in Augusta run smoothly.