Pictured: The new SSR team
It comes after Lufthansa decided to outsource the SSR checking to GLC, a natural fit thanks to its expertise in centralised load control and handling dangerous goods and special loads to improve efficiency and avoid delays - benefiting all parties involved from customers, check-in counters to ramp operations.
The SSRs are booked by travel agents and involve additional services required by passengers, such as transporting animals in hold (AVIH), excess baggage (XBAG), bulky baggage (BULK), and sports equipment (SPEQ). They are essential to ensure that specific passenger requirements are handled smoothly and efficiently from booking through to check-in and loaded correctly and safely onto the aircraft.
Without a coordinated verification process, issues can arise, potentially causing delays at check-in or on the ramp, which can increase handling costs and customer dissatisfaction. These requests therefore require meticulous planning and coordination, to ensure they are booked correctly and handled smoothly and efficiently by the ramp.
"While we have been managing special service requests for some time, the growing demand for these services has led us to establish a dedicated SSR department. Officially launched on 2 May, our SSR team supports Lufthansa on all global routes, and we recently started assisting Lufthansa City Airlines as well. Our team consists of 22 highly trained professionals dedicated to ensuring the reliable, punctual, and secure handling of passengers' special loads," said Yolanda Haynes, Business Development & Marketing Manager, Global Load Control.
"Over 8900 SSR checks have been completed so far by our teams which are committed to optimising the special load process from check-in to ramp handling, ensuring seamless communication and efficiency throughout. Leveraging our expert knowledge, we facilitate swift verification of compliance with all relevant regulations and aircraft criteria, safeguarding the secure arrival of our customers’ prized possessions. Operating daily, our experts provide unwavering support to airports worldwide, ensuring a smooth and hassle-free experience for all stakeholders."
