Formed in 2018 as a result of a divestment from Delta Air Lines and rebranded as Unifi in 2020, the company has undergone a remarkable transformation over the last few years, becoming a full-service aviation provider, covering nearly every aspect of airport operations.
Unifi’s services begin the moment passengers step into the airport. The company provides unarmed security, check-in assistance, baggage handling, wheelchair services, gate assistance, aircraft cleaning, and employee and passenger transport within airport premises.
In 2021, a new CEO was appointed to lead the company into the post pandemic future: Gautam Thakkar, a professional with over 25 years of global experience across various industries. Under his leadership, Unifi has grown from revenue of approximately $450 million in 2020 and a workforce of 18,000 employees, to nearly $1.8 billion in revenue, and almost 40,000 employees working across more than 220 airports in the US, Canada, the UK and Ireland.
Thakkar attributes this impressive growth primarily to organic expansion, fueled by frontline employees and operators providing a high level of customer satisfaction, resulting in increased business from existing clients, as well as through strategic acquisitions. In 2023, Unifi acquired U.K.-based Up & Away, followed by Prospect, a U.S. company specializing in wheelchair services. The acquisition of Prospect added over 10,000 new team members to the Unifi family.
“The acquisition of Prospect made Unifi the largest wheelchair services provider in the world, handling between 18 and 20 million wheelchairs annually,” says Thakkar, adding that the expansion into the UK and Ireland, including major airports such as Dublin and Heathrow, has further enhanced Unifi’s global footprint.
Strong Foundation
Asked what has driven the transformation, achieved within a relatively short space of time, he says: “A key factor in Unifi’s success has been its focus on strengthening the foundations. I spent the first two years as CEO making sure that we have the right infrastructure, i.e. people, systems and technologies, in place.”
“With these strong foundations, we felt that we could add a substantial amount of business without disrupting our day-to-day operations. Currently generating close to $1.8 billion in revenue, Unifi is well positioned to add another billion dollars in growth without overextending its operations,” he affirms.
The company leverages the latest technologies and operational processes that ensure safe and reliable experiences for airline passengers. To further raise its level of service, Unifi started collaboration with the co-founder of Ritz-Carlton, a brand synonymous with world-class hospitality.
“By integrating Ritz-Carlton’s service philosophy, Unifi aims to enhance the customer experience and ensure employees deliver superior service. That is a task that is never completed, there is no such thing as ‘done’. There is always room for improvement and we look for ways to continuously improve our services.”
People-Centred Organisation
He affirms that employees are at the heart of the company’s operations, and Unifi has made significant investments in enhancing their experience. The company’s philosophy is that happy employees lead to happy customers and, ultimately, happy passengers. To this end, the company has launched an ‘Elevate from the Heart’ program, which is all about empowering its frontline employees, renewing their sense of purpose, and taking customer service to the next level.
“As a service business, the people aren’t just the heart of our organisation – they are the organisation.
We have introduced new tools to make our employees’ life easier and more enjoyable, for example an app called “OnTheJob,” which enables frontline staff to access their payroll information, apply for leave, and manage shift schedules seamlessly.”
Additionally, the company has implemented AI-driven tools such as “Station Buddy”, which provides real-time operational insights and assists employees with quick decision-making. Thakkar affirms that the management strives to foster an environment where employees feel valued and engaged, and where they feel a strong sense of belonging and purpose.
Given Unifi’s people-centred model, its supplier relationships are equally important. The company has established long-term partnerships with equipment providers, uniform manufacturers, and other suppliers essential to its operations. “Strong supplier relationships ensure the consistent delivery of high-quality services to our clients,” acknowledges Thakkar.
Respected Company
Unifi’s growth strategy includes strengthening its presence in existing markets and expanding into new ones. While the company is already the largest aviation services provider in the United States, it sees significant opportunities in Canada, the UK, Ireland, and continental Europe.
“We are set to continue the growth journey, building on the successes of the past few years. The acquisition of Prospect provided the opportunity for us to be the leading provider of wheelchair services in the world. With the ageing demographic, we see a further potential for growth in this industry, and here we can make a difference in terms of the service experience. However, there are significant opportunities for us to grow and improve in other areas also,” says Thakkar.
He further affirms that unlike traditional growth metrics that focus on size and profitability, Unifi measures success through respect—respect from employees, customers, and industry stakeholders. “Our vision is to be the most respected company by providing an exceptional experience getting aircraft and passengers to their destination safely. We are set to grow in new markets with the same philosophy that we have applied so successfully in the US.”
Looking back, he can be rightfully proud of what Unifi has achieved under his leadership. However, he affirms that the credit goes to Unifi’s employees. “None of our success and growth would be possible without our frontline employees who work tirelessly to improve the travel experience of millions of passengers. Their hard work and passion will continue to drive us forward.”
Unifi’s journey from a ground-handling service provider to a global aviation services leader is a testament to its strategic vision, commitment to excellence, and investment in people and technology. With a strong infrastructure and an unwavering dedication to employee and customer satisfaction, the company is well-positioned for continued growth in the aviation industry.
