High Standard Service and Professionalism in Charter Flights
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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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.
