My Job at SATS: I prepare flight documents and monitor a flight's journey
Ground handling at SATS encompasses more than just baggage and cargo. Tucked beside the ramp offices is the Flight Operations Department, home to Dispatch Agents and Flight Operations Officers. Amongst them is Xin Yi, one of the faces working tirelessly behind the scenes to ensure the smooth execution of every flight.
Lim Xin Yi, Flight Operations Officer (Singapore)
Though their work often goes unnoticed, Flight Operations Officers like Xin Yi play a pivotal role in managing safe and timely takeoffs and landings. They also manage fuel calculations, flight path adjustments, and compliance with aviation regulations—key factors that often go unnoticed yet are essential to a flight’s seamless operations.
Building the foundation
When Xin Yi joined SATS in 2022, she had no aviation experience, let alone in flight operations. Previously, she worked in the education sector as an administrative employee, but her dream of working at the airport led her to apply for a Trainee Flight Operations Officer position at SATS.
The transition was not without its hurdles. "I had zero experience, and the learning curve was steep,” she recalls. Still, her passion kept her motivated. “I was willing to learn, no matter how tough it got.”
In the first three months, she was a Dispatch Agent whose main responsibilities were to present flight briefing packages to the crew, coordinate with Flight Dispatchers on any enquiries or additional requirements from the airline, and relay accurate and finalised fuel figures.
This role provided Xin Yi with a critical foundation for her future responsibilities as Flight Operations Officer. “It’s where I started to fully understand the job,” she shares. Shortly after, she was sent on a two-month course to earn her certification.
What a Flight Operations Officer does
But what exactly does she do? According to Xin Yi, there are three core responsibilities within the Flight Operations Department at SATS: Flight Dispatch, Flight Watch, and Crew Scheduling. Each one is crucial to ensuring a smooth flight.
1. Flight Dispatch
“All Flight Operations Officers start with being a Dispatch Agent,” says Xin Yi. The role involves preparing flight packages, which contain critical documents like Operational Flight Plan (OFP), Flight Dispatch Release, ATS (Air Traffic Services) Filing, Meteorological Information Folder (MET), and Notice to Airmen (NOTAM). These packages are delivered to the pilots, who rely on them to understand flight conditions, weather patterns, overflight permits, alternate airports, potential hazards both on ground and on air, and any air traffic updates.
This role also entails liaising closely with the Load Control Department at SATS for any fuel or weight restrictions and coordinate with Singapore Aeronautical Information Services (AIS) and airline’s dispatcher in the event of flight rerouting requirements or any irregularities.
“It may seem simple, but these documents are essential for pilots to make informed decisions before takeoff,” Xin Yi explains.
Read also: I’m a Load Control Officer who makes sure the aircraft is safe and steady
2. Flight Watch
Once the plane takes off, the Flight Watch Team takes over. Their job is to monitor the aircraft’s journey from departure to landing and provide updates to the relevant stakeholders.
“We send movement (MVT) messages once the plane arrives and takes off, notifying upline stations of any delays or changes,” Xin Yi says. This constant communication ensures that everyone, from airline staff to ground handlers, stays informed.
The team also handles requests from the flight crew, such as arranging additional ground support or responding to special needs. “For instance, if a crew member requests a wheelchair for a passenger, we coordinate with the necessary departments to ensure it’s ready upon landing,” she adds.
Read also: We provide special services to passengers at Changi Airport
3. Crew Scheduling
The Crew Scheduling Team is responsible for coordinating transportation and accommodation for the flight crew, also ensuring everyone is up to date with any changes in departure details and other last-minute arrangements. “We arrange their hotels and transportation to make sure they’re always available when needed,” Xin Yi explains.
Despite having a role behind the scenes, the Crew Scheduling Team plays an essential part in ensuring smooth and timely flight departures.
A fast-paced job
Xin Yi prepares flight documents at least 70 to 80 minutes before a flight’s scheduled departure
Xin Yi’s shift as a Flight Dispatcher begins with taking over from the previous team. “I look at the flights I need to prepare for and check for any last-minute changes, like fuel adjustments requested by the captain,” she explains.
With tight timelines to manage, each flight package must be prepared and presented to the crew at least 70 minutes before departure. “There’s pressure to get everything right,” Xin Yi admits. “If the documents aren’t ready on time, it could lead to delays.”
Her job isn’t without surprises. She vividly remembers a medical emergency onboard a flight that had to be diverted to Changi Airport. “It was a real test of how quickly and efficiently all departments at SATS can work together. We had to be prepared for the diversion handling and make sure everything was in place for the passenger’s safe transfer,” she recalls.
Xin Yi finds it eye-opening as it is rewarding. “I never knew we go to these lengths to support airlines,” she reflects. For her, the most fun part of her job is going to the flight deck and briefing the pilots. “You get to go on the plane and meet the flight crew in person, or sometimes talk to them via radio frequency while they’re in the air,” she says.
WATCH: A Day in the Life of Xin Yi, Flight Operations Officer
Excelling as a Flight Operations Officer
More than a year since she started, Xin Yi feels more confident in doing her role. “As someone who was like a blank paper on my first day, I’m proud to have mastered my role and continue learning every day,” she says.
To excel in the role, one must be adaptable and able to handle tasks simultaneously. She underscores the importance of being independent and staying on top of everything, especially when juggling multiple calls from airline’s dispatch, dispatch agents, crew members relaying finalised fuel figures, and tracking live flight updates.
Xin Yi’s role, while not often talked about, plays a tremendously important part in the travel experience for both the flight and its passengers. Her advice to those interested in pursuing a career in flight operations is simple: “Remain open to learning and be adaptable. This is a position where you can genuinely make a difference."