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  • IGI Airport,New Delhi
  • +919810378031

Pawan Dhariwal

Vice President


Accomplished and talented Aviation professional with over 23 years of diverse expertise managing, supporting, and organizing operations for leading airlines and Ground Handling companies with significant concentration in quality and process improvements. A record of high performance and extensive background in operations, customer service, reliability and continuous improvement. An inspiring cultural and change agent leader.  

Key Accomplishments

  • Successfully set up a Weight & Balance department for  AISATS DEL which caters to over 11 customer airlines
  • Spearheaded an Operations Control Unit for  AISATS DEL which serves as the nerve center ensuring efficient flight handling at all times
  • Set up a Charter Handling Division for  AISATS DEL
  • Implemented a Meet & Greeter Services Unit for  AISATS DEL

  • Led pilot projects of Airport Metro Express Check in at  IGI Airport,T-3,India

  • Consistently Secured Best Station performance for Y14 & 15 for Customer Service Satisfaction for  Singapore Airlines

    • Secured Best Station performance(International) in FY12-13 for Customer Service Satisfaction Survey for  All Nippon Airways
    • As a start up team member compiled the India Edition of the Security Manual (as applicable to foreign airlines) for  Air Canada ,which was approved by the Bureau of Civil Aviation Security of India.

    • Consistently achieved 95% Station On-Time Performance(2003-2007) for  Air Canada
    • Accorded TCS Award by RVP West Asia & Africa ,Singapore Airlines for Airport Operations Team Winner

    Work History


    Vice President-Customer Airlines

    Air India, India's flag carrier, in consortium with SATS Ltd, Singapore's leading provider of gateway services and food solutions; have set up a 50-50 Joint Venture Company, Air India SATS Airport Services Private Limited (AISATS), to provide integrated ground handling and cargo services across India.

    Provide leader ship and result orientation to Airport Services including the following key responsible areas

    Passenger Services

    End to end Terminal Services Operations starting from passenger arrival at

    Airport to boarding leading a team of over 700 staff

    Spearheading Special Handling Unit which provides personalized and

    customized services to HNI and VVIP’s, Diplomats and Young Travelers

    Develop and implement Customer Retention best practices

    Represent AISATS at all levels at industry meetings including AOC and local

    governmental departments.

    Leadership Development

    Process Improvement


    Workforce Planning and Optimization

    Performance Management

    Channelize steady improvement to get maximum potential and build excellent customer service to gain greater market penetration

    Contracting and Procurement of New Clients

    Leading operational discussion for SGHA/SLA along with marketing team for procuring new clients.

    Support the development of proposals to include RFX and tenders


    Asst Vice President-Customer Airlines

    As the first local management recruit of AISATS Delhi team my responsibilities included the following

    Setting the daily strategy of flight handling and execution for the initial set of customer Airlines 

    Leadership of daily operations

    Planning for regular and irregular operations

    Customer Satisfaction/Service recovery

    Communication between OCC, Finance, and Marketing 

    Supervise OCC Staffing and training requirements

    Identify and ensure compliance with specific customer training requirements and records

    Conduct performance evaluations of staff

    Interface with all departments to meet agreed SLA with clients

    Maintain highest level of customer quality care



    Head of Operations

    Overseeing back end operation of clients (International-UK) related to reservation, ticketing, hotel booking and car rentals.

    Resolving customer escalations and complaints.

    Involved in managing the team of Center Managers & Travel Sales Support Associates

    Managing reports and improvement plans

    Call monitoring and mentoring new agents.

    Providing feedback through email/individual on weekly basis.

    Keeping a check on all Teams Performance on monthly basis & setting Monthly Sales Target for Service Agents.

    Grimus Group Pvt Ltd


    Head of Projects-India

    Responsible for deployment of North American projects in India

    Managing all functional aspects of Service Management

    Define and plan the achievement of goals and objectives

    Monitor customer contacts

    Ensure Project Quality Control

    Oct 2003Jun 2007

    Dy. Airport Manager

    To assist Station Manager on ongoing action plan for service improvements; adapt all possible methods to achieve/exceed the set targets.

    Managed daily operation of the airport from scheduling appropriate number of staff to overseeing and participating in staff hiring and development. 

    Liaising with Service Providers to ensure that best efforts taken in promoting Air Canada brand.

    Liaising with internal/external sections/departments such as Engineering, Catering, Commercial, Flight Operations, Cargo, Finance, Procurement and Training towards achieving/exceeding targets.

    Ensured that staff are guided to adhere to all laid down procedures/regulations/standards & agreements affecting passenger, ramp, baggage, cargo, weight and balance as specified in the manuals, regulations and directives.

    Ensured a high standard of safety and security for staff, passengers, baggage, cargo, mail, aircraft and company property.

    Maintained documentations pertaining to staff administrative matters and recommend recruitment, promotions or dismissal of staff when deemed necessary.

    Monitor handling activities of ramp duties, with special emphasis on cabin cleaning.

    Ensured that company regulations are followed with regard to lost/found/damage baggage and that the time factor in this connection is not exceeded.

    Implemented action plan for delayed flight and accomplish all the necessary steps in accordance with the laid-down procedure and ensured maximum attention and care provided to all passengers.

    Adapted instructive guidelines for oversold flight with action plan – over-sale, briefing to all staff and coordination with GHA for implementation.

    Present Monthly Reports to Station Manager, detailing relevant to airport services performances against KPIs, Customer Services Delivery Standards and Staff issues.

    Responsible for station Emergency Response Plan

    May 2002Sep 2003

    Airport Supervisor

    Managing the daily operation and acting as a liaison between airport service providers, government agencies and authorities and senior management

    Providing inputs and recommendations to management regarding short and long-term service improvements and changes

    Acting a primary contact and liaison person for all areas of the Swiss Airlines airport operation at the station

    Assisting in response to any emergency or a major operational disruption affecting Swiss Airlines.

    Proving inputs and suggestions on process improvements to enhance service delivery standards

    Performing personnel administration for direct reports, including selection of GHA team, training, performance , employee development and taking affirmative action.

    Nov 1992May 2002

    Duty Manager for Swissair

    Responsible for directing and driving a force of 30 + staff being the overall in charge of entire flight operations.

    Set up the service quality reporting structure and formats for monitoring the service.

    Performance appraisal of team and counseling for performance and competence in conformance with goals.

    Establish good liaison between the airline and organization.

    Providing guidance and support to the load control team for scheduled and non-scheduled flights.

    Headed Load Control department and imparting local training of weight and balance.

    Authorized with licence for conducting  load control functions of  airlines such as (SR, GF, SAS,OZ,ET,MH,TG & LX)

    Supervision of ramp functions in areas such as unloading, loading and baggage sorting.


    Areas of IMPACT

    Strategic Planning and Leadership, Change Management, Airport Management ,Training /Mentoring, Hiring/Workforce Management, Ground Operations Control.  


    College of Vocational Studies, Delhi University

    Jul 1988Apr 1991

    Bachelor of Commerce