Susan Whelan, General Manager at Baltimore/Washington International (BWI), started out in aviation in 1986 in customer service but quickly moved into operations, where her career flourished. She took up her current position at Menzies in 2019. Here’s her story…

“As soon as you tell me I can’t do something,” says Susan, “I’ll want to do it.” She’s never shied away from a challenge and, when an accident put her career on pause for a couple of years, she put the time to good use by completing a bachelor’s degree from the prestigious Embry-Riddle Aeronautical University.

“After graduating, I took an Airport Management Assistant role at BWI airport, and progressed quickly to Airport Manager,” she explains. “And after a while I felt the need to explore more ways to grow within the industry and accepted a job, based in Denver, overseeing security operations at 14 airports throughout the United States.” It was in this role that Susan saved an at-risk contract at San Diego airport and turned the station around. She continues; “Soon after, I was contacted about the opening at BWI with Menzies and was persuaded to join the team. There had been a lot of change in station leadership and the instability had an adverse effect on the operation.”

Susan’s years of experience mean that she was well-equipped to support BWI, and she has one particular secret to her success. “Kindness is one of the most important tools in a manager’s toolbox. It’s not a weakness, it’s a sign of strength. Being kind, seeking feedback, asking questions, and solving problems together have all helped the team and I to create a really nice vibe at BWI.”

Susan says it took a while for her to find her own self-belief, which she did with the help of mentors and the positive working relationships she has built during her career. She now shares her belief in other women in the industry – and has appointed qualified female supervisors and managers in most areas of the BWI operation.

Her advice for women in aviation? “Believe you are good enough, smart enough, and that you belong here.”