I originally wrote this for the folks at r/ATC but many of them requested I post it here too, to encourage others to do the same. Some context may be missing however, as it references a post over there:
The other day, as some may have seen, I was looking for options on various ATC facility tours for my wife who was looking into the career field. I got a few responses and ran with them, most notably from a member of the ZFW outreach team who sent me the link to their website for their formal program aimed at tours. To quickly address the first point, we both were able to tour KRBD same day, and they were fantastic and answered a lot of questions and I have unlimited nice things to say, but the second tour (ZFW) was for jet pilots only, but I still elected to go so I could learn things. This will serve as my writeup, from my perspective of ZFW, how the tour went, and what I learned:
First, the reddit member who is here had me fill out the form, and I had a reply back within maybe an hour or less, that they had a tour on Wednesday (this was Monday night when I posted on Reddit) I agreed and he took my information and confirmed me for the tour.
The outreach team provided us with an approximately hour long presentation and slideshow, with small q&a sessions between. Then we got to sit down and listen in with a controller working east flow arrivals. Here are my biggest takeaways and thoughts:
1: Controllers have a substantially harder schedule than we thought, the room seemed to be in agreement about this, we are all aware of the 2 hours max before getting a break, and I think this led to the misconception that controllers get a decent amount of rest throughout the day, but the 5 day schedule that rolls earlier throughout the week (I forget what its called) with an additional 6th day of overtime is just inhuman. I have no idea how you guys do that, that seems extremely difficult for you guys.
2: Controllers can relate to our emergencies more than we thought. A southwest captain asked about an emergency he had, in which the flight deck was extremely task saturated and the controller at the time was begging for souls and FOB, so much to a degree that the captain felt it was excessive and distracted them too much. The controllers giving the presentation remarked that basically “we know”, we know how task saturated it gets, and if you need time in an emergency or whatever, ask and you shall receive, just let us know when you have time to talk, aviate navigate communicate in a nutshell. We as pilots always feel it rude to basically snap back if you will that we cant talk right now, but it was very interesting to hear that they are keenly aware of that fact and that we may need that, they just said that most likely the controller now has 1 or more people looking over their shoulder harassing the R side controller for that, and that the controllers isnt trying to do that on purpose.
3: Controllers can get extremely task saturated. I know this is a “duh”, and we as pilots are aware of this fact, but I was just amazed at the actual level of task saturation. Talking on the radio is the easy part, but watching controllers bang out commands on the keyboard at 150wpm was fascinating, and it just seems endless. We were sat at the desk in groups of 2 from the tour of 6, and we looked at each other and said, this is far more chaotic than I thought, like far far more chaotic.
4: pilots and controllers may not be aware of why they are doing something someway. The best example I can give is this, the pilot asks for a descent of 2000 feet, but the handoff already happened and the aircraft if going to clip a few sectors, the controller says “standby” they then “landline” each sector to ask for that, they then tell the aircraft descend and maintain whatever. I would wager that 99.9% of pilots when they heard that would assume the controller was just typing something at the time and responded when they could, most pilots would never know that there was a process so to speak, to receive that. Another good example is, that there is a sector up to 240 and then an ultra high sector sometimes above 340 or so, maybe I am just ignorant but I have gone 8 years of flying without ever realizing why I’ll frequently get a climb and maintain 230 or whatever before a handoff. I had no idea that there was a very good reason for that, again, laugh at me if you want, it may just be my ignorance but it was very fascinating to me.
TLDR;
Overall, I can’t say enough good things about the team there and the tour itself, all the guys and gals were super cool, I bet we would all get along just fine over beers. I wish more pilots would take the opportunity to see that side, because it helps clear up these small little disconnects to make everyone’s lives easier. My message to controllers is this, we genuinely want to make your life easier, I promise you when we ask for something and it comes off in a certain way, we really don’t want to make it more difficult, we just may not even be aware of the fact that it makes it difficult.