Netjets Customer Service At Its Best

[G200_PILOT]

What a thread. I guess whoever you work for makes you hold signs with the paxs' names on it huh? Just like the limo driver that you are?

Someone asked about the picture that popped up on his pager. This is a new thing that you'll be seeing all the time in the near future. They hope to have a picture of every lead pax by the end of the summer. It's one step closer to having threads like this go away.

I'm just wondering though, can the original poster please post a picture of himself so that those on the interview team can pick you out of a crowd?

 

[Diesel]

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...

Hahaaa sounds like someone got the thanks but no thanks letter. Oh well I'm sure you're providing stellar pax service in a SAAb from craphole town to craphole town.

Pahlleese. 3500+ pilots. You'll never hit 100 percent on owner service. Especially with the long hours we put in.

Oh and some owners have in their profile that the crews are not to wait for them in the fbo they will walk out directly to the plane.

 

[fischman]

deleted

 

[G200_PILOT]

deleted

I did too!!!!

 

[cldsfr79]

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. quote]

This is actually the right way to do it. Out of security concerns, we are not to supposed to inquire an unknown individual about there name or aircraft. The person could lie, or might be a threat to the person we are waiting for. The person is supposed to question us; ask if we are plane Nxxxqs going to XYZ. Or better yet, as mentioned, we wait to be paged by the front desk.

You can't just approach every stranger that walks in the door. Hello?!? Difference between Brand X and NJA.

 

[xpdriver]

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...

Don't you mean "i wish they would have hired me" Don't give me that sh&t. how did you know it was a NJA owner.did he have his name tag on.. This is total BS...If you are jealous, just say it.

 

[NJAowner]

I never have a problem finding an NJA pilot at the FBO or at the terminal when we both fly commercial -- he is the one in the very sharp looking gold tie (and usually the Strong Union lanyard).

Fly safe.

 

[7777]

That's tough to do when scheduling plans you to land somewhere at 1000 L for an 1100 L departure.

You can't do an hour turn in a business jet? I am not flaming at all. I am military and wondering why it would take over an hour to turn an aircraft as small as a business jet? I can see a wait for fuel if there are others in front of you but that gives you enough time to clean and stock the plane along with filing your flight plan.

PLEASE don't take this posting wrong. I am just curious why you would need more than an hour to do this. Thanks.

 

[CA1900]

You can't do an hour turn in a business jet?

Sure you can.

But Fischman said he likes to be ready an hour before departure -- that's the part that's hard to do when you only have an hour on the ground!

PLEASE don't take this posting wrong. I am just curious why you would need more than an hour to do this. Thanks.

No, totally legitimate question. If things go right, an hour is normally adequate. If things go wrong, it can take longer. Could be a wait for fuel, for deicing, for catering, for an unexpected mess made my passengers on a previous leg, or any number of things.

Just as an example, I had someone pour some red wine while we were waiting on the ground for something before departure, and she forgot to secure the bottle in the holder. It dumped on takeoff, making a mess all over the galley and down below it, even leaving a bit of a streak down the outside of the plane below the entry door. I had to take a good half hour to clean up the spill as much as possible before it was in a condition appropriate for our owners to ride on. (Obviously we got a detailer to come out that evening and shampoo the carpet properly!)

In that instance, we had a couple of hours on the ground and no passengers waiting, so it didn't create any delays. Had we been on a tight hour turn, we'd have probably left 15-20 minutes late.

 

[fischman]

You can't do an hour turn in a business jet? I am not flaming at all. I am military and wondering why it would take over an hour to turn an aircraft as small as a business jet? I can see a wait for fuel if there are others in front of you but that gives you enough time to clean and stock the plane along with filing your flight plan.

PLEASE don't take this posting wrong. I am just curious why you would need more than an hour to do this. Thanks.

It really depends. I have turned planes in as little as 15 minutes, and as long as 3 hours. It depends on plane (Mx), how clean or messy the previous owner was (I like to have the plane looking lke it came off the factory line. I mean PRISTINE). How challenging is the weather, destination runway, is my crew well fed or need the restroom or a smoke? Does the plane need a vacuum, lav (in the Ultra this can take 45 minutes), fuel, GPU, windshield wash, catering? Is the clearance complicated and needs review by both crewmembers? Can ALL of this happen on ONE turn? You bet.

The challenge is why I LOVE this job. You don't get this at the airlines.

 

[fischman]

Sure you can.

But Fischman said he likes to be ready an hour before departure -- that's the part that's hard to do when you only have an hour on the ground!

And I like my coffee black Biotch!!! :beer:

 

[CA1900]

And I like my coffee black Biotch!!! :beer:

We've got to fly together... :laugh:

 

[fischman]

We've got to fly together... :laugh:

I suggest you bid the Ultra then, because the XL works WAY too hard for me.

 

[7777]

I get it fellas. Thanks

 

[Twotter76]

Had an interesting brief a few tours ago. It was an NJE owner who also had a card for here in the states. When you clicked on his profile, there was a link to a picture of him. Not sure if it is an isolated thing or something normal for our NJE owners. Anyone else see this?

This is standard for the NJE owners I have yet to carry one that didnt have a picture. I hope that we can get this implemented on our side too, would certainly be nice from a customer service standpoint.

 

[G200_PILOT]

This is standard for the NJE owners I have yet to carry one that didnt have a picture. I hope that we can get this implemented on our side too, would certainly be nice from a customer service standpoint.

Like I said a few posts back.... it's coming VERY soon to a BB near you.

 

[doh]

I think we can safely put this one into the flame catagory. S/he posts, gets asked where s/he works and hasn't been back to respond. NJ's crews are always professional in my experience. Okay, the 10% rule applies, but that is here at Flex and over at CS, XO, etc. as well. Nothing to see, unless you like to look at bitter wannabe's.:beer:

 

[Guitar Guy]

You can't do an hour turn in a business jet? I am not flaming at all. I am military and wondering why it would take over an hour to turn an aircraft as small as a business jet?

No, it rarely takes an hour for me to turn a "business jet" unless there is some sort of unusual occurrence at the FBO (like weather or a large event like a race or the Super Bowl). Or maybe First Aviation at times... When I flew at a regional, 10-minute turns weren't uncommon, so I know about high-tempo operations.

My comment about the hour to fischman was that when scheduling figures you'll land somewhere at 1000 L for an 1100 L departure, you'll pretty much arrive at the FBO after 1000 L and thus have less than an hour until the scheduled departure, making it impossible to be ready an hour prior.

Anyone that flies for NJA knows that a scheduled hour on the ground will most likely be less than 60 minutes in reality. And like fischman said, one needs to take the appropriate amount of time to be prepared for a safe departure. "Professional pace" is the catch phrase at NJA.

 

[Wankel7]

Hum, looks like Colgan:
http://forums.flightinfo.com/showthread.php?p=586331#post586331

But seems like he is at Flex now:
http://forums.flightinfo.com/showthread.php?p=1497520#post1497520
http://forums.flightinfo.com/showthread.php?p=1332055#post1332055

And you know the more I think about...Fedex didn't get my overnight box to me on time once. I am SOOOO glad I am not a Sr. Captain over there!

 

[theskyking]

Nice links, Wankel.

That last link shows him prepping for an interview with Flex just over 7 months ago. I guess with all the experience he has gained in the time since, he felt obliged to educate the rest of us. Thanks.