Netjets Customer Service At Its Best

[captboy2001]

Sitting in Mia yesterday waiting for the hotel van..Netjets customers walk in with no crew to be found......another netjets customer walks in and the capt is sitting on the chair and never gets up until the customer asks for him.....very good customer service...im glad i never went there.....you guys are to good for yourselves...

 

[av8tor4239]

They were non-revs

 

[On Your Six]

Sitting in Mia yesterday waiting for the hotel van..Netjets customers walk in with no crew to be found......another netjets customer walks in and the capt is sitting on the chair and never gets up until the customer asks for him.....very good customer service...im glad i never went there.....you guys are to good for yourselves...

Everyone has a bad day - you don't know the details related to that pilot. Maybe he was given a different description. Maybe the other crew was out in the airplane. You can't tell me that all of the non-Netjets fractional pilots are far more responsive every time.

You probably didn't get hired - you sound bitter. I guess the new TA with higher pay and 100 domiciles was never appealing to you. Good thing you found a MUCH better opportunity elsewhere.

 

[fischman]

Sitting in Mia yesterday waiting for the hotel van..Netjets customers walk in with no crew to be found......another netjets customer walks in and the capt is sitting on the chair and never gets up until the customer asks for him.....very good customer service...im glad i never went there.....you guys are to good for yourselves...

Sorry to hear that.

FWIW, NetJets is planning on some MASSIVE service training for ALL our people. I don't want to get into too many details, but I'll tell you that the people involved are impressive.

 

[LostComm]

captboy certainly sounds like a wannabe.

But we really do need some help for many of the pilots when it comes to customer service. The new company training plan couldn't come soon enough.

I've been amazed at some of the poor service from some of our guys. That said, there are many who know what side of the bread their butter is on and do what's required when it comes to customer service.

And to those of you out there who think you're "teaching the company a lesson" when you do something that ultimately leaves the customer stranded in an attempt to prove some point, WAKE UP! Who the heck do you think signs your paycheck?

I've not seen that happen alot, but I've seen it enough to make me wonder how long we can continue to be the leader in this industry. I for one would hate to see a few spoiled and/or bitter "old timers" ruin a really good thing.

No customer, No paycheck.

 

[wolfpackpilot]

Sitting in Mia yesterday waiting for the hotel van..Netjets customers walk in with no crew to be found......another netjets customer walks in and the capt is sitting on the chair and never gets up until the customer asks for him.....very good customer service...im glad i never went there.....you guys are to good for yourselves...

Hmm.... well I'm not going to comment on what you saw personally.

However, in defense of the Captain, every time someone walks in an FBO the size of Signature MIA, I don't hop up and say are you Mr so-in-so? Owners going into a large FBO will normally go to the desk and ask for the crew of 455QS, and they page us. Or we get a page their limo is out front.

It is certainly possible the crew and the plane weren't even there yet. And more than a thousand reasons exist for that possibility.

 

[JungleJett]

Sitting in Mia yesterday waiting for the hotel van..Netjets customers walk in with no crew to be found......another netjets customer walks in and the capt is sitting on the chair and never gets up until the customer asks for him.....very good customer service...im glad i never went there.....you guys are to good for yourselves...

Did not get called for interview did you.....

 

[captain dad]

Sitting in Mia yesterday waiting for the hotel van..Netjets customers walk in with no crew to be found......another netjets customer walks in and the capt is sitting on the chair and never gets up until the customer asks for him.....very good customer service...im glad i never went there.....you guys are to good for yourselves...

No slam, just curious where you did go?

 

[Gator1999]

Hmm.... well I'm not going to comment on what you saw personally.

However, in defense of the Captain, every time someone walks in an FBO the size of Signature MIA, I don't hop up and say are you Mr so-in-so? Owners going into a large FBO will normally go to the desk and ask for the crew of 455QS, and they page us. Or we get a page their limo is out front.

It is certainly possible the crew and the plane weren't even there yet. And more than a thousand reasons exist for that possibility.

Exactly, well said. If you think that NetJets sends us pictures of our owners, guess again. With all the owners that we have, how are we expected to know what all of them look like? Just how are we to identify our owners from everybody else in a busy airport like MIA without jumping up and asking everyone who walks thru the door? In small FBO's it's easy to pick out who our owners are, but in a big, busy FBO like MIA, the normal way is to have the owner identify themselves at the front desk and then they page the crew.

 

[Buckeye]

We were leaving MIA Signature last night going to the hotel and a nice lady walked up and asked if we were the crew taking her to London. As mentioned earlier we have many crews and many owners. We try to personalize service as best we can. It is unfortunate that we have a few "Bad Apples". As said in most industries 10% of the pilots make 90% of the problems. Thanks to our wonderful friends at the TSA and their phenomenal personalized service this industry will continue to boom.