AAvviiaattiioonn IInntteerrnnaattiioonnaall NNeewwss WWWhhhaaattt SSSeeerrrvvviiiccceeesss aaannnddd AAAmmmeeennniiitttiiieeesss DDDooo YYYooouuu EEExxxpppeeecccttt FFBBOO SSUURRVVEEYY FFFrrrooommm aaannn EEExxxccceeelllllleeennnttt FFFBBBOOO??? ((ccoonnttiinnuueedd)) 22 00 11 11 •• TT HH EE AA MM EE RR II CC AA SS 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. AAvviiaattiioonn IInntteerrnnaattiioonnaall NNeewwss WWhhaat tS Seervrviciceess a anndd A Ammeennitiiteiess D Doo Y Yoouu E Exxppeecct t FFBBOO SSUURRVVEEYY FFroromm a ann E Exxcceelllelennt tF FBBOO?? ( c(coonntitninuueedd)) 22 00 11 11 •• TT HH EE AA MM EE RR II CC AA SS 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.