This summer, Zurich Airport celebrated its 75th anniversary. ISS has been providing services at the airport for almost 30 years – since 1996. These range from cleaning SWISS aircraft and transporting crew and equipment to helping delayed passengers catch their connecting flights. Regardless of the wide range of services, working at the airport has its own set of rules and, above all, a very special appeal.
ISS cleans 250 airplanes per day
ISS teams have only five to 14 minutes (depending on the aircraft type and route) to clean an aircraft. “As soon as the last passenger has left the plane, we board with a team of four to 15 people,” says Claudia Sporn, ISS Manager of Aviation Services. “We clean over 250 aircraft per day.” In other words, over 70 percent of the flights landing at Zurich Airport receive services from ISS. Coordination is handled by the ISS dispatch team, which is located in the control tower one floor below the air traffic controllers.
500 Employees from 50 Countries
There are 400 employees working in “Cabin Cleaning.” All in all, ISS employs around 500 people at the airport. They come from over 50 countries and work in rotating teams. “On board, it’s crucial that all employees perform their tasks in a clear sequence,” says Claudia Sporn. New employees are therefore trained specifically for this purpose and must master the basics within six days. They receive two days of training in the classroom; then they’re already on the plane with an instructor to learn and internalize every hand movement. For example, a restroom is always cleaned in the same way, regardless of whether the aircraft has been in the air for twelve hours or just one. The ISS teams must also be proficient in the international aircraft alphabet - for instance, to recognize aircraft designations and parking positions.
“We work in a very process-oriented way,” emphasizes Claudio Toppetta, head of the Cleaning Department for short- and long-haul flights. He is responsible for ensuring that all aircraft requiring cleaning are processed on time and to the highest quality standards. He has been working for ISS at the airport for 13 years. “At first, the smell of kerosene made me feel sick; now it’s completely normal for me,” he says with a laugh. “I don’t even hear the aircraft noise anymore.”
ISS planners play a key role in ensuring smooth operations. They create detailed schedules and monitor flight operations to ensure that the correct service is available for every aircraft type, at the right time, with the right number of employees. The data is entered into the ISS scheduling system, and assignments are managed via smartphone. All flight movements are stored in the ISS system with live data and are constantly updated.
“Safety, punctuality, and quality are our top priorities. With ISS, we have a partner who understands our needs, advocates for them, and can respond flexibly to irregularities.”
Stephan Ellenberger, Head of Ground Operations Switzerland, SWISS
Punctuality is paramount
Aircraft cleaning has its own unique challenges. “Punctuality is paramount,” explains Claudio Toppetta, the aircraft cleaning expert. “Our employees must be highly disciplined and work seamlessly together. After all, we work in groups.” It’s also essential that the cleaning staff be very agile. “That’s why we take applicants onto the aircraft as early as the first interview. We address any fear of confined spaces or heights and make the candidates aware of their tasks.” Physical fitness is also evaluated, because as an aircraft cleaner, you climb about 1,000 steps per day. In addition, you perform your work amid large temperature fluctuations, are exposed to drafts, and, of course, are under constant time pressure.
Speaking of time pressure: “In the event of delays, we naturally do our best to make up the lost time for our customers by bringing in extra staff to help with the cleaning,” says Claudia Sporn. For the Kloten native, who has been working for ISS at the airport for 24 years, it’s precisely the unexpected that makes the job exciting. “It’s like playing ice hockey and chess at the same time: You have to anticipate certain situations, be quick and agile at the same time, and be able to withstand the enormous time pressure.”
The quality must be impeccable
“It gives you a positive adrenaline rush,” adds Claudio Toppetta. He says it’s particularly satisfying to have gotten the job done in such a short time. The constant challenges to be overcome are also exciting. He mentions the teams that change daily; everyone must be able to work seamlessly with everyone else. This can sometimes lead to interpersonal issues, which must then be resolved immediately. “Because the quality for our customers must be impeccable,” says Claudio Toppetta firmly. “Every employee knows what they have to do.” Experience comes with the daily routine. Even the language barrier shouldn’t be an obstacle. “Our business language is German, and all 500 colleagues basically understand it. Communication among us works.”
The fact that the airport operates 24/7 suits many employees. Over 20 shift options are available - ranging from 2.5 hours to a full-time schedule. For example, employees can choose to work only in the evenings or only on weekends. With this flexible schedule, employees can tailor their workload to their personal circumstances, making it easier to balance work and personal life.
ISS has been operating at Zurich Airport since 1996 and provides industry-specific services for, among others, the airlines SWISS and Edelweiss (Lufthansa Group) as well as other companies based at the airport. These services include, for example, cleaning and other services for aircraft cabins, shuttle bus services, material transport, and special assignments.