Behind the Counter: Beyond the boarding pass

Step out of the spotlight and into the soul of the city, one counter at a time. Behind The Counter is a Time Out Johannesburg series celebrating the real people who power the city, from artists and baristas to tailors and traders. These are the everyday legends giving Joburg its soul, one story at a time.

The Air France counter at OR Tambo International is more than just a check-in point. It’s a portal between the frantic energy of Gauteng and the refined elegance of Paris. At the helm of this transition is Ilia Prodromos, a Duty Station and Catering Manager who has mastered the art of high-stakes logistics and heartfelt hospitality.

Ilia doesn’t just move passengers; he manages an ecosystem of emotion, technical precision, and cultural fusion. I sat down with him to talk about the golden hours of aviation, the unsung heroes of the terminal, and why a quiet cup of coffee at the end of a shift is the ultimate victory.

The art of the seamless start

For many, the trip to Europe begins the moment they lock eyes with the Air France team. Ilia views this interaction as the tip of a massive, invisible iceberg. “The check-in counter is really just one part of a much bigger operation that’s already in motion long before the passenger arrives,” he explains.

Under the guidance of his colleague Carla Cock, the team undergoes rigorous training to ensure that Johannesburg hospitality isn’t just a buzzword, but a felt experience. “What we aim to deliver is the consistency and elegance of Air France, with a natural Johannesburg warmth that makes people feel at ease from the moment they step up.”

The golden hour and the quiet after

For many, the golden hour is a photographic term, but in aviation, it’s the high-pressure window when check-in closes, and boarding begins. It’s a choreographed chaos of technical checks, catering, fueling, and cargo handling.

“Multiple teams, multiple processes, all needing to align within a very tight window,” says Ilia. But his favourite moment comes only after the roar of the engines has faded into the distance. “The most meaningful moment is when the aircraft has departed safely and on time. The airport is empty, the office is quiet, and the staff have gone home. That’s when you reflect on the day’s events over a cup of coffee before knocking off.”

"There’s a rawness and authenticity to Joburg that makes the environment feel alive. As a team, you learn to work with that energy rather than against it."

Joburg magic and the human element

Ilia has seen it all, from weather delays to the frantic panic of lost passports. But it’s the personal victories that stay with him. He recalls a passenger during the COVID-19 era who was missing crucial documents needed to travel for the birth of her first grandchild.

“You move quickly, making calls, checking options, trying to find a solution within the rules,” he says. They found the fix, she made the flight, and weeks later, Ilia received photos of her holding the newborn. “That’s the part of the job that stays with you.”

The airport’s unsung heroes

When asked who keeps the city’s soul alive within the terminal walls, Ilia points to the lost property and baggage tracing teams.

“They’re handling high volumes and emotional situations, often through the night, to restore confidence and close the loop for the customer,” he notes. “They are definitely among the airport’s true unsung heroes.”

Off the clock: braais and benoni

When the Joburg energy finally settles, Ilia heads for the suburbs to reset.

“After a long shift, it’s about stepping away and reconnecting with something simple,” he says. For this aviation veteran, that means spending time behind the braai cooking for his wife and children or grabbing a bite at Orexi in Benoni or maybe even getting his sushi fix with a visit to Kung-Fu Kitchen in Boksburg.

From the chic interiors of a Boeing 777 to the familiar comfort of a neighbourhood braai, Ilia Prodromos ensures that whether you’re coming or going, you’re always in good hands.

Also read: Behind the Counter: The high-flying Alchemist of Johannesburg

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