In 2025, Star Aviation launched Project SIRIUS — a transformation initiative designed to position the business as the leading ground handling organisation in the industry.
Led by the Head of Transformation, the transformation journey focuses on operational excellence, customer satisfaction, and innovation by enhancing capabilities, streamlining processes, and aligning with global standards.
Project SIRIUS represents a journey of empowering employees, leveraging technology, and delivering greater value to our partners and passengers.
Through collaboration and continuous improvement, Star Aviation is shaping a stronger future in the aviation industry.
Phase 2 – Initiatives Implemented
Communication and engagement are at the heart of operational excellence. We introduced Star TV – a visual communications platform deployed across our airport network. Star TV delivers timely updates, recognises outstanding performance, and reinforces safety and service messages in a dynamic, engaging format.
By transforming how information is shared, Star TV helps create a more connected workforce, ensuring teams remain aligned and informed in real time. This initiative enhances transparency, strengthens our culture, and supports continuous improvement across all ports.
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The Star Resilience Committee (SRC) is a dedicated quorum of senior leaders responsible for assessing, triaging, and mitigating risks to Star Aviation’s business continuity.
The SRC provides a structured and formalised process for escalation, ensuring that operational, safety, and customer-impacting events are managed efficiently and consistently across our network.
Through a clear escalation matrix and defined response categories, the SRC enhances our ability to respond swiftly to incidents, protect our people, and maintain uninterrupted service delivery. This initiative represents a significant step forward in building organisational resilience and ensuring Star Aviation remains proactive, agile, and reliable under all circumstances.
Our commitment to partnership excellence is reinforced through the introduction of the Key Account Management (KAM) Team.
The KAM role is pivotal in maintaining and enhancing relationships with our customers. Acting as the central point of contact, KAMs ensure best-practice standards in ground handling and deliver seamless, high-quality interactions that reflect Star Aviation’s commitment to service excellence.
Beyond supporting commercial growth, the KAM Team drives customer advocacy by nurturing existing relationships and identifying opportunities to collaborate and innovate. By aligning customer needs with Star Aviation’s operational capabilities, KAMs empower Airport Managers and operational teams to deliver consistent outcomes that strengthen trust and loyalty among our airline and airport partners.
Our company values have always guided how we deliver safe, reliable, and people-focused aviation services. As our business continues to grow and strengthen partnerships with airports and airlines across Australia, we recognised the need to refresh those values to reflect who we are today.
We’ve expanded each value beyond a single word to create something more meaningful and relatable, something that truly resonates with our teams and connects with the way we work every day.
Each value now reflects how we work together to support our partners and passengers, reinforcing our aligned commitment to safety, excellence, and reliability. By bringing deeper meaning and clarity to our values, we’re celebrating the qualities that make our people and culture exceptional – the passion, care, and teamwork that define and drive the continued success of Star Aviation and our culture.
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Phase 1 – Initiatives Implemented
At Star, our customers are central to our mission. In 2025, we launched an ambitious Voice of the Customer program designed to listen deeply to every airline and airport partner we serve—through both digital surveys and in-person feedback. This initiative ensures we remain the most in-tune ground handler in the industry, continuously adapting to meet our customers’ evolving needs. By turning feedback into action, we’re delivering smarter, more personalised service and strengthening the partnerships that drive the aviation and service industries forward.
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In 2025, we launched Star Connect, our new employee mobile app and intranet, designed to streamline communication, operations, and engagement across the entire workforce. A connected team is a more efficient team, leading to faster information sharing, better service delivery, and stronger accountability. For our airline partners, this translates into more seamless day-to-day operations and a consistent, high-quality experience. Star Connect ensures we continue to perform at the highest level.
We introduced a fresh new uniform range to reflect a more professional, modern image across all locations.
A polished and consistent appearance strengthens both our brand and the brands of our airline partners by presenting a unified and premium experience to passengers. First impressions matter in aviation, and our updated look reinforces our commitment to excellence at every touchpoint. It’s another step in positioning Star Aviation as the trusted ground handling partner of choice.
We implemented a new Customer Relationship Management (CRM) system to strengthen how we manage client interactions, service tracking, and performance reporting. By capturing insights and proactively managing needs, we are able to deliver more personalised and responsive service to our airline partners. It also enhances transparency and allows us to better demonstrate service outcomes and identify improvement opportunities. This system is a key part of our strategy to lead the ground handling sector in customer focus and innovation.
We implemented Blackhawk technology across our fleet, enabling real-time tracking of vehicles, ground service equipment, and key assets. This provides greater visibility, safety, and operational control on the ramp, allowing us to improve turnaround times and minimise equipment downtime. For our airline partners, it means better reliability, faster responses, and reduced risk. It’s another way we are innovating to set new industry benchmarks.
Watch the video below to learn more!