North America’s largest provider of aviation services is targeting international expansion. Ying McPherson, Chief Commercial Officer at Unifi, takes us onboard this exciting journey as the company continues to elevate its technologies, people, and partnerships.
SKY-HIGH SERVICE
“We are the largest aviation services provider in North America – and soon, the world.”
Founded in 2018 as a joint venture (JV) between Delta Air Lines and the Argenbright Group, Unifi has evidently experienced rapid growth since its inception.
Indeed, since the COVID-19 pandemic, the company has more than doubled its employee count to more than 40,000 and tripled its revenue to become a multi-billion-dollar organization, with 220+ airport stations across the US, Canada, UK, and Ireland.
“Our growth has been driven by both organic expansion and strategic acquisitions,” continues Chief Commercial Officer, Ying McPherson, citing the purchases of Up & Away and Prospect Airport Services.
“As we continue to grow, we remain focused on expanding geographically and strengthening the breadth of our services.”
Unifi provides a wide range of essential services from the moment passengers arrive at the airport – whether checking in, picking up bags, or loading them onto the plane – to ensure everything runs smoothly.
It also assists passengers at the gate, provides wheelchair services, and manages employee transportation by offering buses to get staff where they need to go.
“Additionally, we handle aircraft cleaning and pushback operations to ensure safety and cleanliness,” McPherson adds.
FIVE-YEAR STRATEGY
Unifi has a five-year strategy comprising two main pillars – continued strength in North America and targeted international expansion.
On the North American front, its approach remains consistent, with the company committed to investing in the right people and empowering them through advanced technologies.
“Because we’ve been early adopters of innovations, we’re several years ahead of many competitors, putting us in a strong position to sustain our leadership,” acclaims McPherson.
“Our strong culture, built on passion, integrity, and empathy, will be key to elevating our team and driving excellence in performance. That’s how we plan to continue driving success across North America.”
Internationally, Unifi has spent the last couple of years laying the groundwork and is now reaching a tipping point, with its customers actively looking for partners who can bring something new to the table.
In many global markets, the ground handling space has been dominated by a small number of established providers, creating an opportunity for Unifi to introduce new approaches and drive meaningful innovation in the space.
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“We have the scale, experience, and capabilities to disrupt those markets and offer a fresh alternative,” McPherson tells us.
“Our next focus is on building stronger brand recognition, particularly in Europe, where we believe we can truly change the game.”
“Because we’ve been early adopters of innovations, we’re several years ahead of many competitors, putting us in a strong position to sustain our leadership”
Ying McPherson, Chief Commercial Officer, Unifi
LEVERAGING TECHNOLOGY
As Unifi grows, leveraging technology to drive innovation will continue to be a top priority.
Indeed, the company’s focus is on giving employees the tools and technology they need to work smarter and more efficiently.
A great example is its predictive and prescriptive analytics model, which was launched in January 2023 in partnership with Artis Consulting, a trusted Microsoft partner.
The system provides risk values at organizational, regional, contract, and customer levels based on 30 variables and more than 500 data points, including staffing numbers, tenure of leadership and employees, training, equipment quality and age, weather, and more.
Data modeling allows Unifi to target areas needing additional focus and support to ensure it delivers the highest quality of safe, reliable service.
“When our system flags up contracts and areas of concern, we initiate contract support calls that assemble a team of local leaders, regional operational champions, safety experts, training teams, compliance specialists, and ground support equipment (GSE) leads,” explains McPherson.
“Together, we look at what is creating risk and implement strategic support actions to fortify the overall health of our operations, ensuring a safer working environment for all. It’s about being proactive and making smarter decisions to keep everything running smoothly.”
INVESTING IN INNOVATION
Another impactful innovation is Unifi Station Analytics, which consolidates live data from multiple systems into a single, intuitive platform.
With over 13 integrated dashboards – and more being added regularly – the app provides Unifi’s leaders a comprehensive, real-time view of key performance metrics across staffing, safety, recruiting, training, and customer service.
The system is role-based, meaning Station Managers can drill into specific data for their location, while Regional Managers can view insights across their broader portfolio.
“This level of tailored visibility allows us to manage workforce planning, track learning compliance, monitor employee punch-in status, respond to real-time staffing changes, and even understand attrition trends and exit survey results – all in one place,” McPherson informs.
From recruiting pipelines and overtime rates to equipment availability and customer key performance indicators (KPIs), Unifi’s leaders therefore have one source of truth to refer to.
As a result, the platform eliminates silos, reduces guesswork, and enables smarter, data-driven decisions that ultimately improve service delivery and operational efficiency.
“Technology like this empowers our frontline and leadership teams to stay proactive, aligned, and agile so we can continue to deliver the high standards our customers expect,” prides McPherson.
Elsewhere, Unifi continues to make active investments in technology to increase employee retention and engagement.
“Given that the new generation we’re hiring are very tech savvy, we enable them to do tasks efficiently so that they can, more importantly, focus on what the customer wants – taking care of passengers,” she emphasizes.
Its OnTheJob app, meanwhile, was created specifically for aviation frontline employees and addresses the company’s unique operational challenges.
A one-stop shop for staff to access their work schedules, paid time off (PTO) hours, and pay statements, OnTheJob addresses the need for more flexibility.
“The app allows employees to bid on shifts based on seniority and trade them with others,” McPherson reveals.
ELEVATE FROM THE HEART
Shaping the way Unifi engages with employees, as well as clients and their passengers, is its ‘Elevate from the Heart’ mindset.
This stems from a deep belief that exceptional service begins with intent, care, and respect.
To help embed this philosophy, Unifi has partnered with Horst Schulze, co-Founder of The Ritz-Carlton and a pioneer in world-class hospitality.
With his guidance, the company has refined its service standards and developed a field-based, in-person training program focused on soft skills that truly elevate the customer experience, such as active listening and warm smiles.
“We believe that small, intentional acts of kindness have a transformative ripple effect,” McPherson elaborates.
“Ultimately, ‘Elevate from the Heart’ is about creating a workplace where people feel seen, supported, and inspired to do their best – because when we take care of our people, they take care of everything else.”
Falling under the ‘Elevate from the Heart’ umbrella is Unifi After Dark, a powerful initiative that invests in frontline employees’ well-being, morale, and sense of belonging.
The Unifi After Dark team works behind the scenes, showing up overnight to transform breakrooms in stations across the country.
Led by Chief Operating Officer, Greg Kennedy, and a hands-on group of senior leaders and team members, the effort includes everything from painting walls to replacing furniture and appliances, creating spaces that reflect the value Unifi places on its people.
“These surprise makeovers are designed to elevate our employees, provide a welcoming space for rest, and reinforce the message that their hard work doesn’t go unnoticed,” shares McPherson.
RECOGNITION AND CELEBRATION
As employees are at the heart of Unifi, the company is committed to recognizing and celebrating their contributions.
Through its Rewarding Excellence and Celebrating Heroes (REACH) program, Unifi highlights individuals and teams who go above and beyond in embodying its values and delivering excellence.
This includes the CEO Values Champion Award, honoring individuals who exemplify the company’s core values of passion, integrity, and empathy.
Moreover, the Station Excellence Award recognizes station leaders who demonstrate outstanding performance in key operational principles such as safety, innovation, collaboration, and customer satisfaction.
“We also take pride in celebrating service milestones through our Service Anniversary Awards, recognizing the dedication and loyalty of our team members as they grow with us over the years,” McPherson adds.
Another way in which Unifi acknowledges its incredible team is through the Elevating People newsletter on LinkedIn.
Weekly, the company shares powerful stories highlighting the personal journeys of its frontline agents, from career growth and acts of service to moments of integrity and compassion.
“This newsletter is all about putting a spotlight on the people who make Unifi what it is,” she enlightens.
“It’s our way of honoring their contributions, sharing their successes with a broader audience, and reminding our entire network that behind every great operation are individuals with heart, resilience, and purpose.”
Far beyond these recognition efforts, Unifi celebrates its staff by meaningfully investing in their growth and future.
One of the most impactful ways it does this is through the Unifi Leaders Touchdown training program, a signature initiative designed specifically for newly promoted or emerging field leaders, giving them the skills, tools, and confidence to succeed.
“The program reflects our belief that recognition isn’t just about saying “well done” – it’s about showing employees that we believe in their potential and are willing to invest in it,” McPherson affirms.
The results speak for themselves – 83 percent of participants have stayed with the company, and teams led by them see lower attrition due to the strong leadership.
SUPPLIER SUPPORT
As well as its employees, suppliers are absolutely critical to Unifi’s success as the company depends on them for the high-quality equipment, materials, and services that keep its operations running smoothly at airports around the world.
GSE vehicles, for example, are used to tow aircraft, fuel planes, and manage de-icing – essential to the services Unifi provides.
“Without reliable suppliers, we simply couldn’t deliver on our operational promises,” states McPherson.
This is one of the key reasons why Unifi entered into a JV with Alvest Equipment Services (AES), a GSE services provider, to ensure it has consistent access to the best support services available in the market.
The company’s supplier partnerships go well beyond equipment and industrial needs, however, as it also collaborates with employee benefit providers who help take care of staff members.
“For instance, we partner with Payactiv, which gives our employees early access to wages they’ve already earned – a powerful tool in promoting financial wellness,” McPherson notes.
“We also work with Reliance Matrix to provide a robust Employee Assistance Program, offering short-term counseling, financial coaching, caregiving resources, and a broad range of well-being services. These benefits are designed to reduce stress, support mental health, and make life a little easier for our team members.”
Strong supplier relationships therefore don’t just support Unifi’s operations – they help maintain a motivated, supported workforce, which in turn drives service quality and client satisfaction.
“It’s a full-circle approach that starts with trusted partnerships,” she acknowledges.
PURPOSE AND PRIDE
Corporate social responsibility (CSR), meanwhile, is deeply rooted in Unifi’s core values.
The company believes in making a tangible impact not just in the aviation industry but in the communities where it lives and works – and beyond.
One of Unifi’s most powerful CSR initiatives is its annual meal packaging partnership with Rise Against Hunger, a global humanitarian organization focused on ending hunger and promoting sustainable community development.
“In 2023, we hosted our largest ever multi-site, multinational meal packaging event, engaging over 600 Unifi team members across six locations in the US and India,” excites McPherson.
“Together, we packaged more than 90,000 nutritious, shelf-stable meals – a significant increase from the 15,000 we packaged just two years prior.”
These meals are distributed globally to support communities facing food insecurity, including children and families in countries like South Africa and India.
In fact, meals packaged at its Atlanta Operations Center last year provided food for 150 students in Johannesburg for an entire school year, helping to fuel not just their nutrition but also their education and development.
“What makes this initiative even more meaningful is the hands-on involvement of our employees, from frontline team members to executive leadership. It’s an energetic, team-driven event that our employees look forward to each year,” McPherson delights.
“Many of our team members have deep personal connections to the communities being served, adding an extra layer of purpose and pride to the work we do.”
“We are the largest aviation services provider in North America – and soon, the world”
Ying McPherson, Chief Commercial Officer, Unifi
YEAR OF RESILIENCE
For 2025, Unifi’s strategic priorities are focused on operational safety, financial discipline, customer and employee experiences, and global expansion.
The former remains a top priority as customers trust Unifi with mission-critical services – a responsibility it takes seriously.
“We are committed to running safe, secure, and reliable operations across every location we serve,” McPherson declares.
“Our goal is always zero injuries and zero aircraft damage. While this may be ambitious, it’s the standard we hold ourselves to and relentlessly pursue.”
This commitment drives Unifi’s ongoing investments in training, accountability, and continuous process improvement, ensuring safety is deeply embedded in every aspect of its operations.
From a business perspective, financial discipline is key to ensuring long-term sustainability. Unifi is focused on operational efficiency and cost control so it can continue to deliver value to partners while reinvesting in innovation and frontline excellence.
“We’re also doubling down on the customer experience, ensuring our standards consistently reflect the quality and care our customers expect,” says McPherson.
“In parallel, we believe a great employee experience leads to better service outcomes. That’s why we’ve rolled out tools and programs to improve engagement, responsiveness, and performance in the field.”
Looking forward, global expansion is one of the company’s most exciting goals in light of the growing demand from international markets for innovative, high-performance partners.
Unifi is uniquely positioned to meet this need with its proven operating model, advanced technology investments, and customer-first culture.
“We’re ready to bring our services to new regions and redefine the standard for aviation support services worldwide,” McPherson enthuses.
“We plan to strengthen our presence in existing markets while strategically expanding into new ones. While we are already the largest aviation services provider in the US, we see substantial growth opportunities in Canada, the UK, Ireland, and continental Europe – regions where our integrated service approach and people-first philosophy can bring immediate value to airport operations and airline partners.”
DRIVEN BY DIVERSIFICATION
Diversification is another key part of Unifi’s future strategy and has always been one of the company’s strengths.
“What sets us apart from many of our competitors is the breadth of services we provide. While some larger players tend to specialize in either above-wing or below-wing services, Unifi does both – and more,” outlines McPherson.
“We’re proud to offer a comprehensive suite of solutions across the airport ecosystem.”
Indeed, Unifi’s vision is to become the operational ecosystem for everything in and around the airport.
That means expanding beyond traditional aviation services into adjacent sectors where it can deliver value with the same operational rigor and people-first approach.
“We believe the possibilities are endless when you start with the right foundation – a culture that attracts and retains top frontline talent through competitive pay, career growth, and a strong sense of purpose.
“When people want to work for you and they’re empowered to deliver excellence, it opens the door to new services and opportunities to support our customers in ways that go far beyond traditional ground handling,” McPherson concludes.
As the company continues to grow, diversification will be a key driver, allowing Unifi to not only deepen its value to current partners but also enter new markets with confidence and credibility.
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