“Not today,” he muttered.
In the past, reporting an issue like this was an ordeal. He’d have to track down a supervisor, fill out a paper form, and hope maintenance got the message before the next shift. If they didn’t? The tug would sit there, out of service, causing ripple effects across the entire operation.
But this time, Jason pulled out his tablet, opened the new Service Request Module, and quickly scanned the tug’s QR code. A few taps later, he had logged the issue, attached a picture of the leak, and sent the request directly to Maintenance Control—all in under a minute.
For years, ground support teams relied on outdated methods to report equipment failures. Handwritten logs, radio calls, or emails often led to:
In a fast-paced environment where minutes matter, these inefficiencies created costly bottlenecks.
By the time Jason walked back toward the terminal, his request had already popped up on the Maintenance Control dashboard. Taylor, the maintenance lead, reviewed it on his screen. He could immediately see:
✅ The equipment type and location.
✅ The reported issue (hydraulic fluid leak).
✅ A photo of the leak, giving him a head start on troubleshooting.
Without missing a beat, he converted the service request into a work order and assigned it to a technician. Within 30 minutes, a mechanic was at Gate 12 with the right parts, ready to repair the tug.
As soon as the fix was complete, Maintenance Control marked the equipment "Ready for Pickup."
Jason got a notification: The baggage tug is back in service.
He checked the system, saw the update, and tapped Confirm Pickup—closing the loop with a real-time digital handshake between field ops and maintenance.
This isn’t just a more convenient way to report a broken tug—it’s a game-changer for ground support efficiency.
✔ Reduced Downtime – No more equipment sitting out of service for hours (or days) because of slow reporting.
✔ Faster Repairs– Mechanics get all the details upfront, including photos, so they arrive prepared.
✔ Better Data & Insights– Track exactly how long equipment is out of service and use that data to improve performance.
For companies managing large fleets of ground support equipment, these small improvements add up to massive savings in time and operational costs.
Example Service Request Flow
As airports and ground support companies push for more automation and predictive maintenance, solutions like this are just the beginning. Soon, IoT-enabled sensors could automatically flag potential failures before they even happen. AI-driven analytics could optimize maintenance schedules to prevent bottlenecks.
But for now, Jason and his team are already seeing the benefits of this smarter, faster maintenance workflow.
As he hops on his cart to check on the next piece of equipment, he gets another ping on his tablet. A fuel truck has been marked "Ready for Pickup."
“Another one back in the field,” he grins.
Because when the right technology is in place, less time is spent waiting—and more time is spent keeping operations moving.