High Standard Service and Professionalism in Charter Flights
Our
team
of
world
class
pilots
are
the
definition
of
thoughtful,
interactive
and
proactive
in
client
service
and
piloting
integrity.
Creating
an
11
out
of
10
experience
with
every
flight,
we
leave
no
detail
to
chance
regarding
safety,
reliability,
and
client
satisfaction.
1
.
AIRCRAFT
PRESENTATION
S
T
E
P
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O
F
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T
S
Above
&
Beyond
The
Interior
and
exterior
of
the
aircraft
will
always
be
kept
impeccably
clean.
The
Cabin
will
be
deodorized
before
each
flight.
Notify
Charter
immediately
if
any
convenience items
are
inoperative.
The
Aircraft
will
be
fully
stocked
with
beverages,
snacks,
condiments,
blankets,
cups,
plates,
silverware,
and
napkins
for
consumption
of
catering.
All
expired
consumables
including
snacks,
drinks,
condiments
and
over
the
counter
medications
must
be
removed.
Prior
to
every
flight,
make
sure
the
cabin
is
heated
or
cooled
to
a
comfortable
temperature.
Cabin
lighting
should
be
set
based
on
the
appropriate
ambient
level
of
light
(dimmer
for
nighttime
departures)
and
soft
light
music
should
be
playing
if
the
aircraft
is
appropriately
equipped.
1
S
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Above
&
Beyond
2
2.
PRIOR
TO
DEPARTURE
The
assigned
PIC
is
expected
to
delegate
preflight
responsibilities
to
the
assigned
SIC
at
the
PIC’s
discretion,
including
but
not
limited
to,
coffee,
ice,
papers,
catering
and
aircraft
presentation,
though
it
is
still
ultimately
the
PIC’s responsibility
to
assure
all
tasks
are
completed
to
standard.
Flight
captain
is
to
monitor
all
weather,
communicating
any
potential
issues
with
the
charter
team.
Flight
crewmembers
will
be
in
position
60
minutes
prior
to
departure
and
will
be
ready
for
departure
30
minutes
prior
to
the
scheduled
departure
time.
A
flight
crewmember
will
advise
the
FBO
upon
arrival
that
they
are
with
the
aircraft
tail
number,
and
if
they
are
flying
a
brokered
trip,
the
name
of
the
company
the
trip
is
brokered
through.
Do
not
disclose
passenger
names
unless
it
is
the
only
way
to
confirm
3rd
party
services
such
as
ground
transportation.
Flight
crewmembers
should
be
professionally
dressed
including
matching
overcoats
during
inclement
weather.
Catering
must
be
immediately
verified
and
inspected
to
ensure
that
all
required
items
are
present
and
for
quality
and
presentation.
Crew
member
must
immediately
notify
charter
if
there
are
any
issues.
For
Aircraft
without
a
cabin
attendant,
sturdy
containers
should
be
used
instead
of
catering
trays.
The
PIC
will
contact
Charter
to
verify
that
the
provided
passenger
manifest
is
accurate.
Flight
crew
members
must
be
vigilant
and
ready
for
passenger’s
arrival.
Flight
crew
members
will
welcome
clients
on
board,
greeting
them
by
name,
making
eye
contact
and
assisting
with
baggage.
Personal
cell
phone
use
in
front
of
passengers
is
prohibited.
Verify
the
passenger
count
with
the
lead
passenger.
Check
all
passengers’
ID against
the
Crew
Itinerary.
Provide
a
flight
overview
to
the
lead
passenger.
Make
sure
to
go
over
estimated
time
enroute,
and
destination
weather,
Verify
FBO
and
ground
transportation
requirements.
If
there
is
a
conflict
in
destination
between
Crew
Itinerary
and
the
Passenger
Itinerary
contact
Charter
immediately.
Prior
to
each
departure,
the
PIC
will
passengers
have
received
the
required
Passengers
should
also
be
briefed
on
ensure
that
all
safety
briefing.
the
use
of
all
convenience
items
such
as
media
and
music
players.
S
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E
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Above
&
Beyond
3
If
a
departure
will
be
delayed
due
to
weather,
ATC
delays
or
any
other
problem,
the
PIC
must
advise
Charter
immediately
and
provide
the
lead
passenger
with
updates
and
an
estimated
time
of
departure.
Many
passengers
are
celebrities,
dignitaries,
or
highly
recognizable
individuals
that
value
their
privacy.
During
departure
delays,
consider
asking
the
FBO
for
a
private
waiting
room
or
office
for
passengers
to
wait
and
offer
this
option
to
the
passengers.
3.
IN
FLIGHT
Flight
Crewmembers
are
expected
to
interact
with
passengers
as
necessary
or
by
passenger
invitation.
Adult
passengers
will
be
addressed
as
Mr.,
Mrs.,
Ms.,
Dr.,
General
or
other
appropriate
title.
Passenger
first
names
or
nicknames
will
not
be
used
unless
specifically
invited
by
the
passenger
to
each
crewmember.
A
sterile
cockpit
and
cabin
will
be
maintained
from
engine
start
and
during
operations
below
10,000
feet.
During
this
period
flight
crewmember
communications
will
be
restricted
to
aircraft
operation.
After
reaching
10,000
feet
and
as
deemed
appropriate
by
the
PIC,
a
flight
crewmember
will
query
with
passengers
to
ensure
cabin
temperature
and
lighting
comfort.
Personal
conversations
within
listening
range
of
the
passengers
is
prohibited.
Radio
ahead
to
FBO
prior
to
landing
to
confirm
ground
transportation
is
in
place.
Communicate
any
issues
to
the
charter
team
as
soon
as
possible.
4.
POST
LANDING
Assist
exiting
passengers
off
aircraft
and
into
ground
transportation.
Sweep
the
aircraft
for
any
leftover
client
items.
Ensure
that
all
baggage
is
loaded
into
customer
vehicles
before
they
depart.
Flight
crew
are
to
remain
close
to
the
aircraft
and
accessible
until
passengers
have
departed
the
FBO.
Notify
Charter
of
any
requested
changes
in
itinerary.
Aircraft
is
stocked
and
prepared
for
the
next
flight.
If
a
customer
is
second
guessing
your
decision
making
as
a
pilot
,
escalate
the
situation
to
the
chief
pilot
who
can
act
as
a
second
opinion.
The
customer
feels
important
enough
to
be
heard
and
crew
members
will
get
the
support
that
they
need.
COMMUNICATING
WITH
CLIENTS
What
separates
the
Best
from
the
rest?
Building
rapport.
We
are
in
the
business
of
relationships
by
building
trust
and
confidence
with
our
customers
overtime.
Anticipate
needs,
stay
in
a
warm
and
helpful
tone,
take
ownership
of
the
experience,
and
go
Above
and
Beyond
whenever
the
opportunity
arises.
1.
Never
say
“I
don’t
know”
“I
have
no
idea”
etc.
Negatively
oriented,
dead-
end
answers
can
leave
customers
feeling
uneasy
or
like
they
need
to
find
someone
more
confident
to
help
them.
Instead
say:
“Let
me
check
on
that
and
get
back
to
you.”
“I’ll
need
to
look
into
that
a
little
further.”
“Let
me
get
the
best
person
to
advise
on
that.”
2.
When
things
don’t
go
as
planned.
There
are
a
lot
of
factors
that
can
delay
a
flight
or
cause
a
change
in
the
clients
requested
airport.
It’s
important
that,
even
when
circumstances
are
beyond
our
control,
flight
crew
take
the
time
to
acknowledge
and
apologize
for
the
inconvenience
to
the
passenger.
A
little
bit
of
empathy
and
assuring
the
customer
that
we
have
their
best
interest
at
heart
can
go
a
long
way.
S
T
E
P
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O
F
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E
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V
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C
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C
H
A
R
T
E
R
3.
Above
&
Beyond
4
S
n
a
c
k
T
r
a
y
P
r
o
c
e
d
u
r
e
-
P
I
L
O
T
S
Above
&
Beyond
Pilots
are
to
Grab
a
freshly
stocked
tray
from
the
pilot
office.
Pilots
are
to
read
the
trip
sheet
with
the
clients
drink
preference
ensuring
their
selection
is
provided
on
the
A/C.
Grab
beverages,
napkins,
cups,
coffee,
creamer
and
anything
else
that
may
be
needed
on
this
flight.
If
there
are
multiple
legs/
destinations
or
a
return
flight
then
ensure
you
grab
a
refill
bag
from
the
bin
labeled
:
REFILL
BAGS.
Ensure
any
beverages
or
stock
in
other
locations
in
aircraft
are
non-expired
and
meet
aesthetic
standards.
POST
LANDING
(CRQ)
Remove
snack
tray
from
AC.
Dump
remaining
snacks
in
the
plastic
bin
located
with
the
snack
trays
in
the
pilot
office.
Place
empty
trays
back
on
shelf.
To
keep
stock
fresh
and
unmelted,
DO
NOT
return
tray
to
aircraft.
-
Snack
Tray
Procedure
PRIOR
TO
DEPARTURE
Our team of exceptional pilots goes above and beyond to ensure a top-notch experience for clients, focusing on safety, reliability, and satisfaction. From impeccable aircraft presentation to detailed pre-flight procedures and in-flight service, we prioritize every aspect to guarantee a seamless journey. With a commitment to excellence, we strive to create a memorable flying experience for all passengers.
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Presentation Transcript
S T E P S O F S E R V I C E - P I L O T S Above & Beyond Our team of world class pilots are the definition of thoughtful, interactive and proactive in client service and piloting integrity. Creating an 1 1 out of 10 experience with every flight, we leave no detail to chance regarding safety, reliability, and client satisfaction. 1 . AIRCRAFT PRESENTATION The Interior and exterior of the aircraft will always be kept impeccably clean. The Cabin will be deodorized before each flight. Notify Charter immediately if any convenience items are inoperative. The Aircraft will be fully stocked with beverages, snacks, condiments, blankets, cups, plates, silverware, and napkins for consumption of catering. All expired consumables including snacks, drinks, condiments and over the counter medications must be removed. Prior to every flight, make sure the cabin is heated or cooled to a comfortable temperature. Cabin lighting should be set based on the appropriate ambient level of light (dimmer for nighttime departures) and soft light music should be playing if the aircraft is appropriately equipped. 1
Above & Beyond S T E P S O F S E R V I C E - C H A R T E R 2. P R I O R TO D E P A R T U R E The assigned PIC is expected to delegate preflight responsibilities to the assigned SIC at the PIC s discretion, including but not limited to, coffee, ice, papers, catering and aircraft presentation, though it is still ultimately the PIC s responsibility to assure all tasks are completed to standard. Flight captain is to monitor all weather, communicating any potential issues with the charter team. Flight crewmembers will be in position 60 minutes prior to departure and will be ready for departure 30 minutes prior to the scheduled departure time. A flight crewmember will advise the FBO upon arrival that they are with the aircraft tail number, and if they are flying a brokered trip, the name of the company the trip is brokered through. Do not disclose passenger names unless it is the only way to confirm 3rd party services such as ground transportation. Flight crewmembers should be professionally dressed including matching overcoats during inclement weather. Catering must be immediately verified and inspected to ensure that all required items are present and for quality and presentation. Crew member must immediately notify charter if there are any issues. For Aircraft without a cabin attendant, sturdy containers should be used instead of catering trays. The PIC will contact Charter to verify that the provided passenger manifest is accurate. Flight crew members must be vigilant and ready for passenger s arrival. Flight crew members will welcome clients on board, greeting them by name, making eye contact and assisting with baggage. Personal cell phone use in front of passengers is prohibited. Verify the passenger count with the lead passenger. Check all passengers ID against the Crew Itinerary. Provide a flight overview to the lead passenger. Make sure to go over estimated time enroute, and destination weather, Verify FBO and ground transportation requirements. If there is a conflict in destination between Crew Itinerary and the Passenger Itinerary contact Charter immediately. Prior to each departure, the PIC will passengers have received the required Passengers should also be briefed on convenience items such as media and music players. ensure that all safety briefing. the use of all 2
Above & Beyond S T E P S O F S E R V I C E - P I L O T S If a departure will be delayed due to weather, ATC delays or any other problem, the PIC must advise Charter immediately and provide the lead passenger with updates and an estimated time of departure. Many passengers are celebrities, dignitaries, or highly recognizable individuals that value their privacy. During departure delays, consider asking the FBO for a private waiting room or office for passengers to wait and offer this option to the passengers. 3. IN FLIGHT Flight Crewmembers are expected to interact with passengers as necessary or by passenger invitation. Adult passengers will be addressed as Mr., Mrs., Ms., Dr., General or other appropriate title. Passenger first names or nicknames will not be used unless specifically invited by the passenger to each crewmember. A sterile cockpit and cabin will be maintained from engine start and during operations below 10,000 feet. During this period flight crewmember communications will be restricted to aircraft operation. After reaching 10,000 feet and as deemed appropriate by the PIC, a flight crewmember will query with passengers to ensure cabin temperature and lighting comfort. Personal conversations within listening range of the passengers is prohibited. Radio ahead to FBO prior to landing to confirm ground transportation is in place. Communicate any issues to the charter team as soon as possible. 4. POST LANDING Assist exiting passengers off aircraft and into ground transportation. Sweep the aircraft for any leftover client items. Ensure that all baggage is loaded into customer vehicles before they depart. Flight crew are to remain close to the aircraft and accessible until passengers have departed the FBO. Notify Charter of any requested changes in itinerary. Aircraft is stocked and prepared for the next flight. 3
Above & Beyond S T E P S O F S E R V I C E - C H A R T E R COMMUNICATING WITH CLIENTS What separates the Best from the rest? Building rapport. We are in the business of relationships by building trust and confidence with our customers overtime. Anticipate needs, stay in a warm and helpful tone, take ownership of the experience, and go Above and Beyond whenever the opportunity arises. 1. Never say Idon tknow I have no idea etc. Negatively oriented, dead- end answers can leave customers feeling uneasy or like they need to find someone more confident to help them. Instead say: Let me check on that and get back to you. I ll need to look into that a little further. Let me get the best person to advise on that. 2. When things don t go as planned. There are a lot of factors that can delay a flight or cause a change in the clients requested airport. It s important that, even when circumstances are beyond our control, flight crew take the time to acknowledge and apologize for the inconvenience to the passenger. A little bit of empathy and assuring the customer that we have their best interest at heart can go a long way. If a customer is second guessing your decision making as a pilot, escalate the situation to the chief pilot who can act as a second opinion. The customer feels important enough to be heard and crew members will get the support that they need. 3. 4
Above & Beyond S n a c k T r a y P r o c e d u r e P I L O T S Snack Tray Procedure PRIOR TO DEPARTURE Pilots are to Grab a freshly stocked tray from the pilot office. Pilots are to read the trip sheet with the clients drink preference ensuring their selection is provided on the A/C. Grab beverages, napkins, cups, coffee, creamer and anything else that may be needed on this flight. If there are multiple legs/ destinations or a return flight then ensure you grab a refill bag from the bin labeled : REFILL BAGS. Ensure any beverages or stock in other locations in aircraft are non-expired and meet aesthetic standards. POST LANDING (CRQ) Remove snack tray from AC. Dump remaining snacks in the plastic bin located with the snack trays in the pilot office. Place empty trays back on shelf. To keep stock fresh and unmelted, DO NOT return tray to aircraft.
