MAF Station Achieves Perfect Score on Delta Scorecard

Our team at Midland International Air and Space Port  (MAF) reached an impressive milestone by achieving a perfect score on its Delta scorecard for August. As one of HHS Aviation’s newest operations, MAF has quickly established itself as a high-performing team since we started in April. This success highlights the team's exceptional skills and dedication to meeting Delta’s strict standards.

Leadership and Teamwork at the Core

MAF’s director, David Beavers, credits their success to strong leadership and teamwork. "When we hired the leadership team, that’s where it all began," Beavers says, emphasizing the importance of bringing in experienced leaders eager to train and support the entire team. As the sole representative of Delta at MAF, extensive training from Delta also laid a strong foundation for the station’s exceptional performance.

Overcoming Challenges

As a new account, the MAF team had to overcome several setup challenges. Beavers explained that understanding Delta’s scorecard criteria and implementing proper processes were key. "We had to establish our baggage reconciliation process and ensure our safety protocols met both HHS and Delta standards." Daily briefings also play an important role in keeping the team focused and working smoothly, allowing them to excel in various areas of the scorecard.

Key Scorecard Criteria

The Delta scorecard evaluates several criteria, and achieving a perfect score requires meeting high standards across the board. These criteria include:

• Aircraft Damage Index: Ensuring zero damage to aircraft is crucial.
• WDR Errors: Maintaining accurate weight and passenger data is essential for safety.
• Customer Experience: Positive interactions with passengers are a top priority.
• Operational Performance: Timely departures are key to maintaining a high score.
• Mishandled Baggage Rate: Accurate baggage tracking and scanning are vital.
• Assisted Device Rate: Ensuring the availability of necessary devices like wheelchairs for passengers.
• Cleanliness and Preparation: Keeping the aircraft clean and ready for passengers is a must.

Beavers emphasized that all these factors require teamwork and attention to detail. "Even though we're a small station, we have a lot going on in a short amount of time." This need for collaboration highlights how important strong communication is in this setting.

Clear Communication Drives Efficiency

Effective communication is essential for MAF’s success, especially with so many moving parts in such a short amount of time. Tight turnaround times for flights—just 40 minutes on the ground—mean every team member has to be on the same page. From opening the ticket counter two hours ahead of arrival to coordinating baggage handling and addressing passenger needs, clear communication ensured the team could manage tasks efficiently. This is even more crucial during busy periods when any breakdown in communication could slow the process or lead to errors. Staying connected allowed the team to maintain operational efficiency and meet the high HHS and Delta standards. 

Safety as a Top Priority

Safety is a central theme in the MAF team's journey to achieving a perfect score. "Attention to safety is crucial; not paying attention in any of these areas could lead to errors or injuries," Beavers emphasized. The team strictly adheres to safety protocols established by both HHS and Delta, ensuring that every operation is conducted with precision. This prioritization of safety extends to every aspect of their work, from baggage handling to maintaining a clean and prepared aircraft. 

Celebration and Future Plans

"The team was thrilled," Beavers said. "It was a true reflection of their hard work and dedication." A plaque will be presented to the team in recognition of this achievement, and a celebration is scheduled for October 16th.

No time to rest on those laurels, though, as Beavers has set clear goals for the future. "Our priority is to maintain safety every day and keep a strong scorecard each month. Each day is like building our resume for future operations, and we need to continue doing well here to succeed in other cities."

Leadership Lessons for Success

For other managers aiming for similar success, Beavers offered some key insights. "Be humble and be part of your team. I always say, ‘I wouldn’t ask my team to do anything I wouldn’t do myself.’ Work alongside them, and regularly audit your processes to ensure progress."

The MAF team’s accomplishment is a testament to their hard work, collaboration, and commitment to excellence.