Aviation International News What Services and Amenities Do You

17 Pages·2011·0.64 MB·English

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Line service must always be quick and accurate. Good service, clean facilities, helpful employees Friendly line service personnel. First impressions
for passengers and pilots who might be far are extremely important.
Professional line service, courteous and
from home.
knowledgeable customer service reps, clean Fuel, restrooms, clean front lobby/reception area,
restrooms and lounge areas for passengers, free I expect attentive line service personnel, a rental cars for passengers, crew cars, pilot rest/
and fast Wi-Fi, crew car. comfortable and clean facility and friendly staff. staging area.
Updated, clean, friendly Service, service, service Prompt line service to meet the “known” needs of
both passengers and crew. This includes ground
Expert, efficient, polite staff to meet your Attention to detail
transportation, catering, and ease of access to
requirements
All the amenities for the crew and passengers so
aircraft and facility for pax. For crew, quick turns
Clean facilities, wireless Internet, courtesy vehicles they will want to return
on fuel, lav service, help with catering and crew
Trained line personnel, clean passenger area, Friendly and competent service persons
lodging and transportation. Good Internet access
crew car, friendly and professional staff
I expect them to be clean. For passengers: with good printers for flight planning is a must.
Friendship, courtesy, facility conveniences mouthwash and just clean and tidy bathrooms.
Pilot shop, concierge, crew transport, catering,
And a place to sit, with comfortable chairs.
Attentive service for our passengers; bag handling, auto rental fleet, friendliness of
transportation meets the airplane; clean modern Attention to pax and crew line and desk. Fuel accuracy loads. Restaurant
facilities with courteous customer service agents attached and food grade.
Nice lobby, comfortable pilot lounge, crew cars,
Passengers needs met first from the time they fast, professional line service Line service that meets you on arrival, asks if
step off till they step back on aircraft. Crew cars. you need ANYTHING; you don’t have to ask them
Attentive line crew. Ample parking and ramp
Pilot lounge with cable TV, recliners. Weather/ for anything. Customer service agents who meet
area. Reasonable fuel prices. Crew snooze
flight planning room. your every need. Passenger lounge that is clean
rooms; good flight planning room; crew car;
and comfortable. Pilots lounge that has Wx,
Services and amenities that could really produce intelligent desk personnel.
computer, Wi-Fi, and is clean, comfortable and
a sense of satisfaction and happiness.
Efficient, attractive and knowledgeable staff
has enough chairs for all the crews. Crew cars.
Good line service, clean facility, well trained staff
Crew cars, lounge, Internet
#1 Take care of the passengers, #2 Take care of
Comfortable chairs, quiet rest area, coffee and
Top-notch line service. Good facilities that are
the airplane
vending machines.
clean and functional. New accoutrements
Recreational areas, clean and comfortable lounge
Weather services, on-site food
Communication and anticipation of pilots’
areas, meeting areas
Prompt line service to help direct pax, help requirements
Good and comfortable passenger facilities, high-
park a/c and fuel request. Comfortable facilities,
Focused attention to safety and customer service
speed Internet, good weather facilities, help with
knowledgeable and courteous staff.
Prompt, friendly line service staff who know hotels and rental cars
Competent and efficient line service and
how important our customers are to us and treat
Anticipating every need: have a front desk
customer service personnel
them with respect and get them through the FBO
manned by a professional, not someone just
Clean facilities and trained fuelers and ramp staff. without delay.
there to make some money
CSRs who are interested in meeting your needs
Line service personnel are the face of the facility.
Excellent service
and your passengers’.
They need to be available when the passengers
Reasonable fees for both fuel and service and
Quick response, friendly people, nice and clean arrive and depart to assist in any way they see
have enough employees to provide timely service
facilities, good and reliable equipment such as is needed.
If I am going to pay top dollar for fuel, then I should
GPUs and fuel trucks. Friendly atmosphere.
Personal service and honesty
get top-rate service. Clean, modern facilities.
Quick response to requests, helpful line crew and
Clean facilities, fast service when needed, nice
Can-do attitude
mechanics, crew cars in clean, working condition,
accommodations for passengers, nice area for
handle pax needs quickly & with a smile Prompt quick turns
pilots to wait.
Properly trained staff, and adequate staff on ramp. Attentive, well trained line service, attractive
Line service that is there to guide you into
facilities, fair pricing
Take excellent care of our pax. Take excellent parking and that volunteers to help with luggage;
care of our aircraft. Have a clean and comfortable aircraft has been pulled up at the door when you Weather, Internet, Wi-Fi, snooze room, courtesy
pilot lounge. want to depart; reception that has your invoice car, shuttle
ready when you arrive at the FBO for departure;
Convenience Quality facility, good prices, good customer service
ground transportation that has been vetted for
Courtesy, attentiveness from line service and A marshaller to park you, pax and baggage
quality and is ready when you want.
desk personnel quickly dealt with, good Internet
Airy, well-lit comfortable passenger waiting areas
Good customer service and attentive line crew Excellent attention to the customer–pax or crew–
with good view of ramp. Good communication
and a clean, up-to-date facility
Customer care, clean bathrooms
with guests waiting for their airplanes, car rentals
Cars at the airplane, help with luggage
A good FBO is one that makes an honest effort that are accessible. Friendly, attractive hosts.
to give you good, safe, and fast service with a I would expect a clean waiting room with drinks
Quick, professional service. A pilot lounge/
cheerful attitude. Attitude is everything! and some form of media.
snooze room and crew car.
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Great line service personnel, and attention to environment. A welcome with someone meeting/ Customer service number one; clean, well equipped
detail by the customer service personnel. marshalling the arriving aircraft is always a nice facility; nice pilot lounge, refreshments and/or
touch. Anytime a facility charges a “ramp fee,” restaurant on site; well equipped pilot briefing area
Reasonable fuel prices, clean restroom facilities,
there should be no holds barred when it comes to
provide access to good quality catering, available Arrival ramp greeting, clean areas, professional
the staff bending over backward for the customer.
hangar space, friendly competent CSRs, high- staffers, jet aircraft know-how, prompt,
speed wireless Internet, pilot lounge I expect dependable and professional line service. paperwork complete for quick turnarounds,
The CSRs need to have a smile and a “can-do” realize our pax are aware of their lobby areas and
Getting passengers in and out with minimum delay
attitude. A clean comfortable quiet place to wait, able to transport arriving and departing pax on
Competent, friendly line service and CSOs;
transportation for a meal or lodging, Internet service, ramp and close to our aircraft.
APU; hangar space; clean modern facility with
and any services my passengers may require.
Customer service for both passengers and crew.
adequate pilot services; computers; ice and
On-site car rentals. Hotel suggestions. Wi-Fi Internet Striving to be the best, no matter what.
catering available
services. Reasonable overnight hangar availability.
Good attention, quick response and courtesy of
Attention
Crew and rental cars, Internet access, prompt the staff
I look for caring employees who know their job
line service, helpful CSRs
Fuel, lav service, coffee, catering, crew car, crew
and do it well, even on days when customers are
Courteous and prompt service with the lowest rest area, clean facility/restrooms, rental cars,
impolite and or there are tough conditions like
fuel prices Internet, weather, aircraft power units
snow storms.
Marshalling of aircraft, assistance with Fast line service, weather, hangar, good facility,
Take care of my passengers.
passengers’ luggage, full line service, competitive but doesn’t have to be fancy.
Great line service
fuel prices.
Fast service and attentive employees
Fast, friendly service and clear lobby
Exceptional passenger service, aircraft handling,
Quick response to fuel and services requests,
Enthusiastic people, clean facilities, good pricing,
pilot amenities
comfortable passenger accommodations, excellent
quick service.
Take care of the passengers, know how to service passenger and crew catering, TKS fluid and oxygen
Friendly good service, nice facility.
the aircraft, crew car, shower, computer access
Good service, hangar availability, nice lounge
Waiting on my passengers
Attentive line service. People who really “listen”
Good handling (able to solve a problem, offer
Clean, friendly personnel, ability to service the to your request.
a suggestion), computers for flight planning,
aircraft, passenger and pilot efficiently. Safe
A willingness to provide quick customer service e-mail, a quiet comfortable place for flight crews
environment for the aircraft, orderly means to
for our passengers and the crew, clean and neat to wait, and crew cars.
access the aircraft.
facilities with just the right amount of amenities
Very good Wi-Fi, a radio to take clearance, a good
Safe and efficient service. Where the aircraft for the passengers and crew, ample aircraft
PC with a printer that works, do everything a pilot
is greeted on the ramp and the line crew parking space.
needs. In Mexico, Central America and South
communicates effectively with the flight crew as
Efficient and attentive line and desk service America, take care of all and just bring the bill.
to their needs.
Excellent ones Responsiveness to needs
Good customer service
Good service Clean
Full line service and respect and help for passengers
Great service Internet Wi-Fi, pilot sleep room, clean facilities
Good passenger help. Reasonably quiet and
Prompt, competent customer and line service. Low fuel prices, professional line service/friendly,
separate pilot waiting area. Short-term crew cars.
This includes prompt response to inbound radio good flight planning computers and printers, a
Fast turn times on fueling.
notification and line service waiting at parking paper shredder in FP so pilots can shred private
Great line service, passenger comforts, pilot
spot when we taxi in to the FBO. docs, comfortable facilities
facilities and services, clean facilities
Customer service needs to be friendly and Courteous, friendly service. Help with baggage
Clean restrooms, friendly staff, plenty of seats
responsive, not defensive to all inquires. and rental car service. Paperwork waiting.
for passengers and crew (something lacking at
Competitive fuel pricing.
Prompt greeting and fueling of aircraft. Online at
many FBOs)
agreed-upon times. Quick to meet passenger needs. First of all, line service that meets the aircraft.
Transportation for passengers, rental and crew
Good counter staff that does not think you owe
Promptness, courteousness and helpfulness
cars available, nice waiting room for passengers,
them anything.
Being proactive in assessing crew and passenger
quiet area for crew, WSI and computers for crew
Quick efficient service
needs and clean facilities.
use, fast and efficient line service personnel.
Taking care of the passengers.
Good, clean atmosphere and excellent
Attentive support from line personnel and office
service attitude. Good line service and clean restrooms
desk personnel.
Well trained linemen, friendly counter staff, help Excellent line service will make the day
Clean and welcoming facilities. They do not have
getting hotel rooms, fast turns when requested go smoothly.
to be polished in chrome, just a pleasant, inviting
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Line parking, asking if fuel (and other items) Prompt and complete line service. A Global Clean safe ramp, attentive line service, clean
are needed, pleasant welcome, recognize that requires more work than a Citation, yet some passenger entrance, helpful staff, all of the
without customers they don’t have a job. FBOs treat us the same. basics: coffee, ice, catering, fuel discounts,
GPUs, computers, comfortable quiet pilot lounge.
No ramp fees Fuel prices, passenger amenities, facility condition,
expertise in international flights/handling Responsible line service, comfortable passenger
Fair service at a fair price. Look after our
lounge and access to flight-planning service.
customers’ needs. Good service
Prompt line service to assist passengers. Clean
I only expect the services required at that Attentiveness. Even if you are busy and can’t get
facility with reasonable fuel pricing and crew
particular phase of operation (i.e., arrival, to me right away, acknowledge me and don’t
rest area.
departure, RON, de-icing). Attend to the aircraft forget me.
in the order of request and modify occasionally All the normal services, coffee, ice, papers,
Wi-Fi, quiet rooms, crew car, competitive fuel
for real urgency. competency, and a caring attitude.
pricing for the region. Cable or sat TV with a
Excellent line services and attitudes from line normal selection of channels Just clean facilities...friendly service
personnel as well as CSRs. Clean facilities.
Prompt, quality service A spacious room for pax
We look at fuel prices first, service and amenities
Modern, clean facility. Nice crew lounge with Clean, comfortable and modern facilities, quick
second and facilities third. Besides fuel prices,
access to multiple computers. turnaround with good pilot facilities
the most important thing for us is prompt and
Expert line service tech, and CSR. Clean. Prompt and attentive
courteous service from line personnel and
Friendly service, a “what can I do for you?” attitude. Friendly, quick and efficient personnel.
customer reps.
Competitive fuel prices, Line service crews Great fuel prices. Great CSRs, great line service,
Friendly staff, efficient handling of needs, short-
that are sharp, well trained and responsive crew cars.
distance transportation to hotel, airport terminal, rail
to customer requests. Clean, modern and
station and so on. Standard amenities are expected. Cleanliness, especially bathrooms. Warm in the
comfortable facilities for passengers and crews.
winter and cool in the summer.
I expect quick parking and help with passengers
Prompt line service; fuel service quickly on the way
to get them on their way. I also expect a nice I expect an FBO to look out for the passengers,
out (I never fuel until I get there for departure).
place to sit and wait for my passengers to return first and foremost. I also like proactive line
with an area away from noise to be able to sleep. Guidance to ramp/tiedown; clean restrooms; a service and attention to detail.
neat, complete vending area; comfortable, clean,
Professional service Line service personnel with wands to guide
neat passenger waiting area; weather service
you in. Rug at the bottom of airstair door. An
Parking assistance and fuel service
access–convenient and user friendly; staff with
offer of assistance from line with regard to
Competent personnel, fair prices, clean facility
an appreciative, knowledgeable countenance;
fuel request, unloading of bags, lav service
Great line service, clean building and restroom rental cars available on site.
and addressing needs of F/A. A nice passenger
Attention to detail and clean facilities. Easy access for crews/maintenance. Aircraft in lounge and, most important, clean bathrooms
same or better condition than when arrived. Ease with plenty of stalls.
Properly trained line...adequate and presentable
of access for passengers.
facilities...crew accommodations... Quick response to fuel, weather requests,
Wi-Fi, good catering, knowledgeable staff, crew assistance with the bags and politeness
Quick and cordial service
rest area, clean facility.
Gourmet coffee, courtesy car.
Professional and trained line service personnel
Pilot services
with a “can-do” attitude Prompt service
Parking assistance, prompt fueling, clean, good
Weather services, overnight hangar availability, Fast fuel, fair prices
TVs, crew cars
crew car, snacks/coffee
Prompt attention to fueling requests, WSI, fax
Crew cars (more than one); friendly, knowledgeable
Quiet desk area with Wi-Fi and or network machine and friendly CSRs
customer service and line service. Comfortable
connection, including color laser printer, scan,
Looking after my VIP passengers, fuel and
chairs, lobby and pilot lounge. Reasonable prices.
copy, fax available to a notebook computer.
hangarage if required
Comfortable crew rooms for my pilots.
WSI terminals, efficient line service,
Clean facility and first-class construction. Fair
comfortable facilities Good access for passengers to the aircraft.
fuel prices. Great attitude of all employees.
Pleasant lounge for both passengers and crew, Adequate flight-planning facilities and a place
A great service attitude and highly trained
experience staff able to attend to requests to relax.
employees. Also, a manager who has the respect
efficiently, adequate amenities.
Safe, orderly (clean), expeditious. Industry- of the employees and frequently joins line service
Efficient fuel service, coffee, ice, newspapers, standard amenities, competitive pricing. or CSRs when they are really busy is a sign of a
ease of car rental for pax. great team.
As most of our flights are to international
Good service and attitude toward solving requests destinations, passenger arrival and departure Reasonable fuel prices, to be met at the aircraft
facilities are a priority for the passengers. and a comfortable place for the passengers and
Wx brief, crew car, coffee, crew lounge/rest area,
Immigration and customs formalities completed at crew to wait.
Wi-Fi, knowledgeable staff, clean/comfortable
the FBO and not at the airline terminals are essential.
facilities, excellent passenger care Value
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Fuel; great coffee; linemen who are trained Customer support for my pax first, then crew Good information flow within the CSRs. When a
and willing but not in the way; friendly, cordial pilot announces an arrival via e-mail and telephone,
Customer service for my passengers, first and
knowledgeable customer service reps. you expect them to expect you. Acknowledgement
foremost, with a friendly and helpful attitude.
of requested services via e-mail.
Overall satisfaction If I am required to purchase a certain quantity
of fuel or pay an ever escalating facility/ramp Hospitable, courteous and appreciative service.
Responsiveness to every need. Personable CSRs.
fee, then I expect the FBO that I choose to do
Clean, comfortable facilities. Employees who Good treatment to pax and crew
business with to provide a safe, professional and
project that they like working there.
Great line service
courteous service.
Well set up for weather briefing and an great area
Prompt response to radio communications from
Coffee, papers, ice and help with covers is nice.
to relax for the pilots and passengers. Courtesy
arriving aircraft. Reliable delivery of services
car is a must. Excellent customer service. Fast fueling and pilot
such as catering, ground transportation, lodging.
services. Comfortable pilot accommodations.
Services: lav, water, fuel, dish wash, de-ice, fax, Friendly (but not overbearing) interaction with
telephone, Internet, weather (WSI), crew lounge, Consistent, reliable service passengers. Free Wi-Fi in passenger lounge.
crew car or FBO-provided transportation for food.
Good access to flight-planning information and Hustle, efficiency, easy access for passengers. In
Good service for a fair price comfortable area for the passengers and out smoothly!
Fast and efficient service; take care of my Excellent customer service Timely line service to get passengers taken care
passengers first! of immediately upon arrival. They must have a
A variety of options from light maintenance to
clean building with services for passengers. The
Friendly, smiling face and will speak to you pilot support
crew should be taken care of after the passengers
when you come in. Fresh coffee, heavyweight
Good quick friendly service
with adequate crew facilities, i.e., workout room,
paper towels.
Attentive, courteous line personnel. Crew car,
computer and TV area. Next on the list is low fuel
Prompt answering of phone, can-do attitude,
weather computer or computer access.
prices and handling fees.
availability of hangar space, 24-hour staffing.
Attentive CSRs.
Quick-turn fuel service, clean facilities and
Attentive to our needs from first call
Friendly, polite and efficient. Have paperwork
organized ramp, low turnover of personnel.
through departure.
completed promptly. Clean restrooms. Free
Competitive fuel prices, excellent line service,
Clean, well maintained a place where passengers Wi-Fi. Coffee and tea. Vending machine.
excellent customer service, fair prices, great
enjoy waiting as much as they can.
Great helpful people.
quick turns.
Safety and security in today’s environment must
Prompt line service in and out
Take care of the passengers
be number one. Beyond those two item we look
Amenities that will allow you to stay in a good
Great line service, hangar space, excellent
for good service. The facility itself does not make
shape even after a long wait, or allow your
rental cars
good service; motivated employees do.
passengers to enjoy the stopover
Good line service and passenger assistance.
Look after pax/crew, be pleasant and helpful
Passenger comfort and ease to/from aircraft
TV with sports channels, news and financial info,
Cheap fuel, Internet, TV, sleep rooms, crew cars,
Professional line service. Good quality crew cars.
comfortable pax area, very good and safe line
good cookies
Professional, knowledgeable and and pilot services.
Weather, flight planning, phone access to FSS,
courteous employees.
Line service that is ready to park you when you
snacks, food (eventually), hotel and rental car
Great catering, beautiful clean facility, great arrive, prompt passenger pickup and servicing,
reservations, pilot shop, good restrooms.
line service. readily available access to flight planning, rental
Assistance with aircraft handling, including
cars available and reasonable prices.
Good clean reliable with a working printer!
follow-up after passengers depart.
Quick and courteous service
Amenities needed are basic items to make
Wi-Fi
our job doable: Wi-Fi, computers, weather, Friendly staff
Nice facility with standard amenities, experienced
maintenance, and a friendly helpful smile.
Handling, fuel, passenger and crew facilities
and knowledgeable line service, supportive and
Internet, food, crew car, quiet rooms
knowledgeable office staff Top-notch, knowledgeable line crew. Clean
Attendance, timely, attitude facilities, helpful CSRs.
Directed to parking, help getting pax on way,
quick turns when required Fast and efficient service, clean and modern Professional marshal, attentive staff,
facilities, lounges with all communication amenities prompt response
Easy parking, lobby with chairs, rental cars,
rest rooms Seamless transitions for our passengers. Speedy Everything that they offer, maybe a little more
fueling, attentive line service, pleasant customer room for flight planning
Once I have been to an FBO I expect them to
service, available crew cars, quiet rooms,
know what I require instead of asking each time Equal treatment regardless of aircraft size
comfortable seats, clean facilities, competitively
as if we had never been there before. Quiet area
Nice restrooms, lounges, good coffee and
priced fuel.
away from operation/admin staff, use of a vehicle
refreshments. Crew courtesy cars and quick
and hangar facilities. Provide charts for purchase
turnaround capability whenever needed.
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Good line services, good passenger amenities Good facilities for the passengers are the Prompt parking, fueling, catering with excellent
and willingness to go the extra mile to help. number-one thing I look for. If the passengers handling of the passengers and crew
are happy, then everything else will fall into place.
Great service, and the smooth transition for our Efficient line service/priority care of passengers/
passengers to spend less time at the airport so Friendly and well trained personnel. Assistance updated pilot planning area/competitive fuel prices
they can be on their way to get their business done. with crew hotels and well negotiated rates.
Attentive personnel, clean facilities,
Comfortable and clean crew lounge area.
Crew transfer to and from hotel quality products
Exceptional line and customer service
Good line service and CSR Prompt line service, good caterers, pilots’
Prompt, complete service, at a reasonable rate, lounge, Wi-Fi, fair fuel prices
Line service to be the heart of operation, quiet
and never hearing the word, “no”, to a request.
rooms, exercise rooms, be able to bargain on Friendly staff, clean facility with good flight
fuel cost Great line service, clean waiting area and planning and crew rest areas.
bathrooms. Crew areas.
Parking up close to the FBO Attentive to service for a quick turn when needed.
Excellent communication between service desk Otherwise, being ready for our arrival and having
Responsive, efficient, professional and
and line service. our pax transport planeside.
friendly service.
Curbside check-in of bags. Comfortable crew Prompt line service
Comfortable crew lounge, high-speed Internet,
lounge with clean sleep rooms, adequate hangar/
crew cars Nice seating and computer Wi-Fi for my
ramp space, ground transportation for crew.
passengers. Good responsive line service. Help
Line guys greeting the airplane as we taxi in.
Safe, well trained staff. Executive lobby area with pax bags and into and out of the terminal.
Friendly CSR, La-Z-Boy chairs in the pilot lounge.
for passengers
Prompt services, can-do attitude
NATA-trained line service, and Ritz-Carlton level
Safe ramp procedures, professional and
pilot and passenger customer service. Immediate services in transporting passengers
courteous staff, proactive to our needs
to transportation connections. Assistance in
All-around professional services
Internet and Wi-Fi connection, drinks and beverage securing the aircraft if we remain overnight.
A hangar seems to be the go/no-go tiebreaker
for free, restrooms with showers, 24-hour service,
Large restrooms with plenty of urinals/toilets.
these days.
shuttle for nearest hotels. Pilot shop.
Just about every FBO I reviewed has smallish
Crew car, Internet with printers that work,
Safety, helpful and timely service from line crew restrooms for the size of the facility and amount
food availability
and CSRs, anticipating our needs, good Internet/ of traffic. Large flight planning area, large pilot
Good anticipation of MY needs and those of my
weather access, reasonable prices. Crew cars and lounge with plenty of recliners, snooze room,
PAX, not their needs, like getting my fuel order
nice lounges are a bonus. good crew cars.
before anything else.
To find a solution or to help you out when there Pilot sleep room, good coffee, pilot-only waiting
A safe, clean, and responsive facility with
is an unexpected problem area with proper refreshments
experienced personnel who can anticipate the
Competitive fuel prices. Prompt service Clean, comfortable lobby for passengers. Friendly
needs of the customer.
and availability for requests. Some sort of attitude. Reasonable computer speed and printer
Pilot lounge, theater room, soda fountain,
transportation to/from food and lodging. (dial-up not acceptable)
crew car
Quick and professional service. Good Internet/ Quick and efficient line service where you don’t
ATMs, good galley, shipping services (FedEx,
pilot briefing facilities. Crew cars and quiet rooms have to search for personnel. Good front desk
UPS), good catering
people who respond to requests for catering,
Prompt and cheerful service. Clean facilities.
Sleeping room, coffee, ice, newspaper, Fox News passenger needs and faxes.
Excellent, quick line services, friendly and
available, transportation to local hotel restaurant,
Friendly, fair, clean and proactive
fair prices
market fuel prices.
Great pax experience. This includes quiet, efficient
Flight planning, Internet access, crew cars, rental
Everything
and rapid ramp services in which nothing is too much
cars on site, decent vending machine food and
Clean facility, weather, Internet trouble and the services are rendered unobtrusively.
drink, catering access and so on.
Great coffee, Wi-Fi Friendly greeting and having the fuel truck pulling
Rapid responses to requests, competent line
up as I am shutting down for a quick turn
Good arrival at the location, ramp space, hangar, service from marshalling to accurate fueling and
fuel price, pax/pilot amenities, dedicated asking if they can assist with anything to speed Quick response
ground crew. up service.
A professionally trained line service staff along
Service. I need a lineperson meeting me at Friendly attitude, prompt service with a courteous CSR staff is a must. Line service
the door and seeing what I need. When we call should have ongoing safety training. An FBO
Crew car, WSI, Internet access and Wi-Fi. Quiet
in we want an answer on the radio and help with should be clean and well kept with amenities for the
crew area.
our needs. passengers. Bathrooms should be cleaned hourly.
Great line service and Starbucks coffee machine.
Clean facility, employees with a sense of urgency, Good customer care
Customer service, expedite passenger services,
phone/Internet.
Attentive line service that knows what to do.
low fuel prices and contract fuel programs.
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Comfortable passenger and pilot lounge areas. clean hands or gloves); rampside vehicle service Friendly line crew who anticipate your needs.
where allowed by local government; if not, a Fast turnarounds. Quiet areas for some crew rest.
Professional services, not amenities
clean and serviceable baggage cart if required; Sufficient crew cars for restaurant runs.
Wi-Fi access, clean resting area, pilot lounge,
linemen knowledgeable in the servicing of your
Crew car
crew car
aircraft but conscious of the needs of your
Coffee, ice, papers, bottled water, free wireless
Courtesy car, quiet room for flight crews
passengers before all else.
Internet, shower and exercise facilities, café, vending
Good service
A clean facility with a professional environment
machines, flight-planning room, sleep room.
Prompt service and easy access for passengers of friendly, helpful, knowledgeable staff (with
High level of customer service about every detail.
enough counter and line staff personnel to handle
Can-do line staff. Clean, well-cared-for facilities.
Clean modern facilities. Helpful line service,
the load even at peak times). Line equipment that
Excellent flight safety and flight planning services
crew cars and/or willingness to give rides. Good
is properly maintained, functions properly and
(weather, Notams, flight plans, airport briefings).
prices, pilot incentive points. Separate facilities
attractively painted as to instill confidence in our
Amenities: access to Internet for weather,
for pilots away from the passenger lounge.
passengers when towing, fueling, de-icing or
etc. Speedy fuel, toilet and potable water
servicing our aircraft. On-site rental car pickup Decent crew lounge, pax lounge, crew car,
services. The ability to assist with the cleaning
is always a plus but if not available at least an adequate staffing and attentive line service.
of the aircraft interior and exterior. Licensed
arrangement for pickup and drop-off with a local
Large clean bathrooms, crew showers, crew laundry
maintenance capability for continuance of
rental company. FAIR fuel pricing is always a
(washers and dryers), and ample computers
flight issues. Passenger amenities: comfortable
plus. The boss doesn’t mind driving an extra 30
lounges, access to Internet, assistance in case Good customer service for both passengers
minutes to save a couple thousand in fuel charges
of flight delays/changes in schedules. Luggage and crew.
or handling charges.
weighing and loading. Friendly and efficient
The usual: top-notch, aggressive and safe service
Great service
passenger handling capability. Excellent and
Fast line service and help the pax with their needs.
speedy immigration and customs services. Sufficient, efficient and polite staff; clean and
Courtesy car
comfortable crew lounge for my crews.
Excellent attention to passengers, fast line
Line service response and professionalism are
service, amenities for the crew waiting for Superior customer service
the key! A nice modern facility is also key.
passengers, good catering.
Clean pilot lounges with adequate computer
Good efficient line service, front desk
Safe fueling, prompt greeting, clean and terminals, shower and gym facilities and crew cars
understanding our needs. Weather service
modern facility, Wi-Fi, pilot lounge, reasonable
Prepared aircraft ramp agents, limo on ramp,
available, Internet connection, etc., pleasant
fuel prices, efficient transaction processing by
safety-minded operational personnel
atmosphere.
customer service
Great line and pax service
Nice people, clean facilities, and basic services
Nice lobby, crew car, GPU
Hotel, catering, rental car, hangar space. Courtesy!
without attitude.
Available crew cars, comfortable lounges,
Excellent customer arrival/waiting areas, WSI wx,
Nice facilities, good line service, great customer
welcoming atmosphere.
Internet access, good flight planning facilities,
service reps, friendly staff
Professional line service, starting with
pilot lounges, crew cars
Line services
marshalling, taking care of the passengers,
Great service
helping with bags, finding what we need to get Excellent and efficient service
High-end safety, service and value from the staff
them on the way. Taking care of the airplane,
Personalized customer service, being prepared
and with the facility
security, fueling while taking care of the airplane
for aircraft arrival
finish and appearance. Monitoring when we are Friendly, excellent line handling, help getting
Standard services but anticipate the needs of
preparing to leave. passengers going, place to wait, crew car
crews. “No problem, we’ve already thought
A real person answering the phone. Helpful CSRs Services: don’t have to ask for it 10 times or wait
of that” is a welcome phrase.
who don’t mind arranging for rental cars, limo 30 minutes for them to do it. Amenities: a quiet
Just a willingness to help
service, hotel rooms, catering service, etc. and get lobby, wireless Internet, and comfortable chairs.
Friendly line and front desk staff. Follow-up with
back to you with confirmation numbers instead of
Attentive, trained, helpful line and desk staff. The
confirmation of requested services. Comfortable
telling you to call Hertz or the hotels yourself.
building doesn’t have to be a palace, but I need to
facilities for both passengers and crew.
Upon arrival, a marshal (who knows how to use be able to get my job done without the FBO being
Fuel price and service
the wands) to park your aircraft in a safe location a hindrance.
convenient to the FBO (WHEN EXTREMELY BUSY Trained service personnel. Line and CSRs who
Timing, pax courtesy, proper servicing, knowing
LINEMEN EFFICIENTLY MOVING SECURED anticipate needs.
the right answers.
AIRCRAFT OUT OF THE WAY TO ALLOW NEW
Line service there when I need them. I hate
Any service that would arise in regard to flying or
ARRIVALS TO DEPLANE), a clean ramp (clear
having to wait for or flag someone down on the
the support of the aircraft
of FOD, chocks, large grit, oil, grease, fuel spill
ramp. Quick handling of the bill. I hate standing
Prompt and attentive service. Immediate
residue), someone to greet your aircraft; a clean
at the counter for 15 minutes while they try to
concern for passenger convenience. Excellent
carpet to exit and enter the aircraft; assistance
figure out what to charge me.
facilities for pax and pilots.
with baggage (by line service personnel with
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
More than amenities, we need rapid solutions to Quickly response to passenger requirements, General proactivity: services advised and ready in
our needs. good rest facilities for crew a timely manner
Excellent communications and good aircraft Weather, clean facilities, wireless Internet Good service and care of the pax, and good
type experience accommodation in case of delay. Efficient
Quick efficient service, clean and modern facilities
refueling and handling and service for the crew
Excellent customer service all around from
Large passenger waiting area. Awesome pilot
(metars, Notams, etc.) and a place to relax.
everyone. Fair fuel prices and willingness to work
amenities. Rewards program to save money.
with you to make a great experience. Attention to detail
Quick and efficient turnaround times, great
Complete focus on passenger and crew needs. Friendly personnel, clean environment and
catering, quick and easy international handling,
willingness to go the extra mile.
Line people who go out of their way to serve you prompt and correct billing, fair prices, no
when you arrive, not just park the airplane and leave. surprises, intelligent customer support and line Crew cars, decent pilot lounge with sleep
people. Always one step ahead. rooms, cookies!
Line service parking the aircraft ASAP, attending
to all our requests Timing and quality service. Clean and tidy facility. We don’t expect anything special. I like to see a
Smiling faces. lineman to park us and help the passengers with
Line service that is Johnny-on-the-spot and a
their luggage. It is nice to meet friendly CSRs
clean comfortable area for passengers with areas Separate crew facilities with recliners, Internet
when entering the FBO.
for computer usage. A comfortable crew lounge. access, wx room
Marshallers or line service in position and not
Clean modern and comfortable facilities. Attention. Feeling like they either anticipate my
running to park you as you are on their ramp.
needs and those of my passengers or listen
Excellent line and counter service. Attendants
Attentiveness to getting the pax on their way,
to me when I tell them what I need. Giving the
should be prompt in providing as easy access as
and able to carry out service requests previously
impression that they are looking for ways to
possible to passengers’ ground transportation and
transmitted without going over the whole list of
make my visit a good one. When they meet
then attending to the needs of the crew and aircraft.
requirements again.
me or my passenger at the stairstep with an
Automatic scheduling of the usual, like coffee
umbrella up and bottled water in their hands Quick turnarounds, good fuel price. Nice lounge
(gourmet), ice and papers. In-range call: they
and rental car pulled up to the aircraft, for passengers waiting.
should know what happens on arrival, rental-car
that makes me want to return to that FBO
Good fuel prices; first-class line services; passenger
or limo-waiting info.
preferentially even when fees or fuel might
care; crew services; clean and upscale facility.
Quick service and reasonable prices
be slightly higher.
Friendly customer service, Wi-Fi, crew rest area
Good crewroom facilities for printing of flight
Lots of electronic distractions like TVs and
Clean, up-to-date facilities. Courteous personnel
documentation and a quiet room for crew to relax
computers with fast Internet access. Drinks, snacks
willing to do what is necessary to ensure the
away from pax.
and immaculately clean and updated facilities.
passengers’ experience is uneventful.
Flight planning, lounge, courtesy car,
Friendly, hungry for your business
Quick fueling, baggage handling, good attitude,
competent personnel.
Snappy line service and attention to passenger
reasonable fuel price
If I send a fax the night before or the morning
needs. Comfortable lounge for pax. Rental cars,
Great people with a great attitude
before and then follow up with a radio call 15
area for pilots to rest and obtain wx. Clean.
minutes out, I expect not to park ourselves on the A good attend (fast), good and clean rooms and
Clean facilities
ramp and wait for the pax services. Most FBOs restrooms, facilities.
Line service is most important. Help with
are pretty good about all of that these days.
Timely service. If we request a quick turn, we
passengers and luggage.
Totally dedicated, responsive, professional and expect to see the fuel truck waiting when
Good line service and good facilities
flexible line service personnel to meet varying needs we arrive.
Pilot brief room, food/drinks, relaxation
Ready in advance, smiling, efficient, and quick handling Fast and friendly
of the passengers, staff equipped with all modern Great service at a reasonable price
Friendly, efficient reception and handling
means of communications, and also ready to deal
Consistent fast turnarounds and handling of
Friendly staff. Excellent flight planning systems.
with crew need, when everything else is accomplished.
aircraft and passengers
Nice facilities.
Good value
Friendly staff, cleanliness, excellent pilot services
Flight planning computers with Internet access.
Quick and efficient service, fair prices and support, price
Crew car available at low to no charge. Clean
Crew car, nice pilots’ lounge and snacks. First, I want my passengers taken care of ASAP and comfortable place for crew to relax. Clean
with friendly and efficient service. Second, I want restrooms and passenger waiting area.
Attention to detail
my airplane handled properly, fueled on time, and
Attentive line service. Appropriate pilot lounge.
Meet the aircraft, help with luggage and have
pulled up when I need it.
Competitive fuel prices.
cars ready.
Quick passenger help, then aircraft servicing!
Warm passenger welcome and high-quality
Friendly people and always there when you arrive
Respect and assist the passengers and provide lounge, plus full range of pilot services: crew
and ready to depart
prompt service (fuel). rest, flight planning and so on.
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Top-notch line service that doesn’t disappear the To be treated as if we were a “local based aircraft.” Line service to meet the aircraft without a radio
minute another aircraft taxies in. Taxis and rental call on ramp looking for them. A large flight-
Good reception, fast line service, pilots’ facility,
cars on site. Knowledgeable CSRs with good planning area with Internet as well. Comfortable
[low] fuel costs.
restaurant and hotel recommendations. pax accommodations if needing to wait.
Excellent customer service from all employees
Friendly staff that is ready to take care of our Professional aircraft handling and pilot facilities
100% customer service. If you do your best to
passengers first and the crew second. Line staff
Fast and efficient service without asking
help me do my best, that’s all I ask.
and CSRs who anticipate our needs and are
Marshalling in to a parking space, followed by the
Internet access, WSI weather, printers that work
willing to help in any way.
question of whether you want to purchase fuel. It’s
and are not out of ink.
Knowledgeable linemen; help with ground
helpful if the lineperson knows the price ahead of time.
Whatever you need within reason.
arrangements such as hotel, car, restaurant; and
Reasonably priced fuel. Courteous, pleasant staff.
maintenance when needed. Great line service. Great front desk help for
Neat, clean facilities with working comfortable
the passengers.
Prompt service, clean modern facilities, good
reclining chairs in the pilot lounge, TVs, weather
computer access Safe operations, competitive fuel prices, treat
and flight-planning equipment, crew cars.
passengers as VIPs, outstanding line service and
Good communication and response time. Good
Free shuttle and/or crew car; reliable, fast
outstanding facilities.
pilot area to work and rest.
Internet with printer and applicable programs; list
Properly trained line personnel, clean, up-to-date
Papers, coffee, ice of local hotels and taxis, rental cars; clean; neat;
facilities, car rentals on site, crew car and a crew
professional in appearance and performance.
Good services and passenger amenities
lounge with computer and flight-planning access.
Responsive, friendly service
Prompt service. Attention to passengers first,
Prompt, competent service
then aircraft and crew needs. Easily identifiable marshallers when arriving.
Comprehensive flight and guest services,
Wing-walkers when departing. A separate quiet
Passenger facilities and pilots’ lounges.
updated facilities and competent staff
room/sleep room with no TV.
Line service to be there when the door opens.
Excellent line/CSR service for pilot and passenger
I want my passengers’ needs taken care of first.
The airplane to be pulled up on time.
needs. We do not use facilities much nor do the pax.
Once their needs are met, employees can take care of
Good customer service
Good service all around airplane and crew needs such as fuel, lav and so on.
Assistance with rental cars for crew, limos for
Superior customer service and response; go to Courteous, helpful staff. I like having a pilot
pax. CAA contract fuel. Referrals for catering.
the edges to add service value. exercise facility.
Reasonable negotiated room rates.
To be greeted by line service, to have help with Good service at a fair price.
Quick service with an interest in you and your
pax and bags
Comfortable seats and a quiet area/recliners for
passengers for the entire time you are there, not
Outstanding customer service for pax and pilots, pilots, good computer facilities, fast fuel, able to
just the first few minutes.
fair pricing, excellent but not extravagant facility. help change flight plans, gain runway slots, fast
Good Internet, line service that help with crew needs
service for passengers.
Comfortable and attractive facilities with cars,
Clean, competent, helpful, access to computer
refreshments and food nearby. Competent line/CSR, pax amenities, ground
and weather, hangar space
transportation coordination
Safety, great customer service, even if they are a
Enthusiastic service
little more expensive. You get what you pay for. Fast and accurate service, hangar space, pilots’
Good parking direction, attentive line
Quality, quality, quality. lounge, high-speed Internet.
service personnel
Prompt and ‘on time’ service with a smile. Good weather-planning services, clean facility
Bathroom amenities, TV rooms, media room
in good repair, and a comfortable place for the
Friendliness, quick response, fair rates
Fair prices, service with a smile, adequate and crew to relax, away from the daily FBO activity.
Trusty and skillful line and office personnel.
functional pilot resources Excellent FBO’s typically have good people
Ability to arrange good catering and passenger
working behind the front counter who are
Timely service on everything
transportation at all times of operation.
competent and anticipate the customers’ needs.
Simply just do their job with a friendly and helpful
Quick service when you need, full fuel trucks,
Prompt service, efficiency, friendliness, value
attitude. If you do your best, nobody can ask more.
help with the airplane when you need it, leave
Clean, comfortable areas for pilots and
Reasonable fuel prices, clean facilities, prompt us alone when we don’t, help with the bags and
passengers, full flight-planning facilities, crew rest
service and good Internet connection. not have a hand out for a tip, good catering
areas, complimentary water, coffee, soft drinks
suppliers, clean maintained facility, front desk
Quick fueling, reasonable prices, ice, papers and
that is on the ball and if you go there a lot for the Fast and efficient line service
a great place to rest/wait
manager to say hello. A crew car or a ride to get
Smiles. Knowledge, good attitude, good service
Professionalism
lunch helps.
Courtesy, efficacy, good ratio between price
I want the line service to be properly
Coffee, tea, water, computer access with printer.
and services
trained, the facilities to be clean, and the
Car, hotel, catering service. Friendly service that
passenger access to transportation to be Being ahead of your requests
makes you feel they want to help you.
smooth and easy.
Great customer service
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Professionally trained, experienced and Friendly smiles, passenger amenities, professionalism, Good price on fuel, good customer service
motivated staff who understand the service well maintained equipment and facilities.
Fast and respectful
industry makes all the difference. Excellent
An FBO needs to anticipate the needs of the
Crew lounge, wireless access, coffee, crew car
ground transportation options for passengers;
customer. The line tech has to be there when the
Open Wi-Fi; great quality food; rest areas with
clean, modern waiting areas and restrooms;
customer is ready.
“quiet zones.”
Internet and flight-planning capabilities.
I expect great customer service and atmosphere.
Services: prompt, courteous and well trained line
Quick turn, passenger attention, courtesy car,
Waiting to park you, help unload luggage,
crew and CSRs.
pilot lounge
transportation to FBO if weather is a factor or it’s
Courteous, clean, responsive, rest areas, office
Line service to marshal the aircraft into parking,
a long walk to the FBO.
facilities, secure parking for aircraft and cars.
assist with luggage, assist passengers; handle
Prompt accurate filling of requests
Good selection of catering, including kosher.
special requests within reason from the
Whatever is required to handle the class of
passengers and crew; provide a quiet seating area Treat the crew as well as the passengers
aircraft the FBO attracts.
for the passengers with easy access to restrooms,
Taking care of the pax. Crew cars. WSI wx.
drinks, light snacks, phone, Internet, TV and Be ready to park us into the wind when we arrive.
Quick fueling.
reading materials; provide an equivalent area for Have rental cars ready for pax and pilots at
Attention to detail. Line and CSRs who are in place
crew separate from the passenger area; prompt arrival. Clean, modern facility. Trained line crew.
and ready to assist the passengers and crew.
service of fuel, coffee, ice, etc. for aircraft; valet Good flight-planning facilities. Front desk people
Safety is number one; marshal and wing walk my
parking for frequent travelers. All of the above with with a “service attitude.”
aircraft. Be courteous without being overly fussy.
a positive can-do attitude and friendly service.
Comfortable and welcoming passenger waiting
Clean and modern facilities. Weather room and
Facility, responsiveness to requests, ramp space, facilities. Basics: coffee, newspapers, etc.
pilot lounge.
all services necessary for your specific needs Attentive line service
Line service available to park, assist with bags,
Excellent service. Customer service reps Sharp line personnel, taxi directors who know
provide services as needed, attentive, alert and
who are experts. how to properly use hand signals to relay
conscientious.
instructions in congested areas, clean facilities
Efficient and caring service with a genuine smile.
and restrooms, fast Internet connections, Conference room, snooze room, snacks/cookies,
Clean facilities. Able to provide truly 24-hour service.
comfortable crew furniture, clean crew cars. friendly service.
Nice passenger and crew area, helpful and
Radio communication Excellent line service comes first. A lot of the
friendly customer service
time passenger amenities are not so important
An experience of good customer service
Good customer service, clean FBO,
because the passengers don’t go into the FBO.
adequate staffing. Excellent flight-planning room with WSI, Internet
Meeting and marshalling the aircraft to a parking
access and working printers. GPU with fuel
Good service for the passengers first and then
location. Assistance with luggage. Passenger/pilot
purchase at little or no cost. Crew cars.
from the line crew assisting the crew
transportation next to aircraft. Friendly service.
Attentive line personnel and a clean, nice facility
Always safe operations. Line crew and CSR
After the door opens, 100 percent attention to
attentive to passenger needs. Comfortable Prompt, knowledgeable line service.
the passenger needs. If the second pilot can,
passenger lounge and crew lounge. GPU before
Having snooze rooms and a comfortable pilots
communicate needs but until the pax are taken
fueling. Line crew accompanies crew and
lounge with good quality crew car
care of I don’t expect to do anything to the
passengers for start. I do not object to ramp fees
Proactive line service. Friendly CSRs. Adequate airplane except chock the wheels and shut the
for nice facilities.
pilot amenities such as weather room, quiet door. Fresh coffee, exercise room and shower
Friendly, courteous customer service reps with a
room, shower, café and so on. Exceptional facility or partnership with local hotel, etc., sleep
“can-do” attitude. Clean comfortable facilities.
service for our passengers! room, detailed knowledge and preferences for
Prepared for our arrival, prompt passenger local accommodations and eateries. Nothing
Expect to be met on arrival and line service to
handling and aircraft services, comfortable turns me off more than a CSR handing me a
help passengers with bags and transportation.
surroundings, and complete pilot flight planning, printout of local hotels and restaurants with no
Nice crew lounge and quiet and rest areas.
weather and Internet access. knowledge of local establishments.
Wi-Fi, fast and accurate line service
Prompt, courteous service Great service, from the line to the front desk, to
To be met with a smile and an offer to assist with
the cleanliness of the facility. Everyone doing it
Efficient transportation services for the
bags and such. Quick service on a quick turn. A
with a smile!
passengers and/or crew-rental cars, taxi and
clean facility.
so on. Snacks and customer care item are also Full services regarding flight operations and
Wi-Fi, weather station, telephone, crew car
noticeable and appreciated. different amenities for pax and crew.
Separate sleep rooms–one person per room
Safety first; responsive line and front desk; nice Clean, friendliness, supportiveness. Ready to serve.
Friendly and efficient
place for pax to wait and easy in/out for them.
Computers to get online for weather and flight
Prompt fueling; good catering. Also a work-out
Quick turn on fuel. Crew cars. Meeting rooms. planning, Wi-Fi, line techs always in view and
option is nice.
Pilot rest rooms with showers. taking care of your needs.
Aviation International News
What Services and Amenities Do You Expect
FBO SURVEY
From an Excellent FBO? (continued)
2 0 1 1 • T H E A M E R I C A S
Quick line service, efficient counter help Prompt and affordable to customers No hidden fees, friendly customer service, free
crew cars, can-do attitudes.
Good service great amenities when charging Internet-capable computers for pilots. Passenger
large fees waiting areas. Big-screen TV for pilots. Quiet Good customer service and reasonable fees.
lounge areas.
Kindness, a sense of urgency when necessary, Good customer service, pilot services,
politeness, efficiency, willingness to help as needed Competitive fuel pricing, rental car contract sleeping rooms.
closeout invoicing, local hotel discount rates
Clean spacious areas for pilots and passengers. Appreciate when they can make things happen,
Free high-speed Internet via Wi-Fi. WSI weather. Clean facility with operating equipment and like having client’s driver planeside due to an
Computers that can print from the Internet. Courtesy friendly, helpful staff. injury. Staying on top of items when requested.
cars. Friendly, helpful and well trained staff.
Fast turnaround, ice, local papers, snacks, coffee From a flight operations standpoint, I expect safe,
A working computer with a working printer with fast, efficient and courteous line service above
Pax VIP lounge, crew room
paper in it. Someone should check printers to all. For my pax, I expect a warm welcome from
Knowledgeable, prompt and competitively
make sure they are ready for service every day CSRs and a very comfortable, well-appointed
priced fueling; clean facility, stocked bathrooms;
(ink, paper). Knowledgeable linemen that you lobby area and clean restrooms. Fresh coffee and
pax and crew transportation; Internet access,
recognize and who are at least familiar with the a good selection and availability of newspapers
preferably Wi-Fi; TV; want the lights on when we
aircraft you are operating. are greatly appreciated.
are there (e.g., do not appreciate, “We close at 7
Very courteous and quick responding staff members. “Can-do attitude” and staffed to provide any
so you sit in the airplane for a few hours and pax
assistance required. Facilities should be
Competent service, clean facilities and fair pricing and crew have no facilities prior to departure.”)
modern and comfortable. Prices should be
for services.
Access to Internet, fast refueling, availability of
in line with competition but can be higher if
Line service to provide for passenger needs FIRST, aircraft parking space near FBO
service warrants.
aircraft and crew next. Reasonable passenger
Fast line service and passenger assistance
Good coffee, quick line service and quick turns
and crew waiting areas. Some form of crew
Great service
that are fast but with good customer service
transportation (crew car or shuttle) to food or hotel
When you’re coming just for a quick refueling
if appropriate. Need a functional flight-planning Computers and printers that work
and turnaround that you don’t lose time by
area with working printer! Must monitor radio for
A nice welcome area for the passengers. A
slow service.
in-range calls and have equipment standing by for
remote pilot lounge where one can rest between
coordinated quick-turn technical stops. People with a good attitude
flights. A crew car or a restaurant on site.
Showers and good Internet connections Give my passengers the best service
Attention to passengers. CSRs who are on top
Line service to stay with airplane until captain Fast, friendly, smiling, efficient of passenger transportation requests, baggage
releases them. handling, etc.
The ramp service (aircraft assistance, refueling
Quick turns, crew cars, Internet, crew facilities and any other service needed has to be excellent) Best food
Good assistance to the passengers, and for the
It almost all comes down to attitude. Warm and Excellent line service and contract fuel pricing.
crew a resting area is essential.
friendly with a willingness to serve gets high marks.
Quick replies to requests. Able to conduct quick
Friendly, competent line service personnel. Clean
Excellent line service completed in a turn-arounds/passenger drop-offs. Answer radio/
lobby/lounge area.
timely manner phones. Crew Internet. Crew coffee.
Correct ground transportation arrangements.
Internet, fuel, lav, oxygen Internet connection, good coffee, dishes washed,
Clean restrooms. Correct fueling with
good selection of papers
Avant garde facilities, with the latest technology
“reasonable” prices.
that makes our passenger feel appreciated after Good prompt line service from the time we pull
Prompt line service, decent pilot waiting areas,
paying the humongous fuel bill up to getting fuel quick, lav service and ice. Nice
power cart availability
clean facilities, with a pilots’ lounge, sleep rooms
Taking care of our passengers with respect and
Line service that is attentive to my passengers. and courtesy cars.
professionalism
Clean, modern facilities, crew cars and easy
Quick, accurate line service
Computers with access to Internet, WSI, quiet
access to restaurants.
room and pilot area, crew car Good lounge and great service
Friendly staff
Great communication/customer service for Well trained and competent line personnel.
With reasonable notice, catering services, fuel
the passengers Friendly and efficient counter representatives.
without having to ask repeatedly. Hotel and car
Clean and well lighted facility.
Clean, fresh washrooms. Excellent line service
rental accommodations.
and fair fuel prices. Attention to detail
Services rendered on time.
Fast and accurate service. All the standard services for a large-cabin
Promptness, attention to detail, care,
business jet plus updated and modern decor.
Excellent line service to both pax and crew
positive attitude.
Prompt line service for passenger convenience
Quick fuel turnaround. Reasonable hangar and
Courteous, friendly line and staff. Quiet place
fuel prices. Good restroom and waiting facilities. Clean rest rooms and comfortable pilot and
to flight plan. Quiet place to read, coffee, tea,
Ability to handle rental car reservations. Attitude. customer lounge
water available.