Netjets Customer Service At Its Best

[theskyking]

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?

 

[On Your Six]

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?

NJE gets those pictures and 30+ Falcon 7Xs! That ain't fair!!!!!!!!!!!!

 

[Mookie]

is pdx one of the 100 bases for you guys? i couldnt find it on the website..

thanks. just doing a little fact finding.

Mookie

 

[NJAPLT]

PDX Base

Yeah, although I have home basing rights for it, PDX (Portland, OR.) is also a crew base.

I didn't have any problem getting the airport parking permit needed to park in the airport employee lot, Flightcraft did let me park for free at the FBO, but the parking spaces were extremely limited during weekdays. (This was before the current construction road project that I believed removed even more parking from Flightcraft.)

 

[BlueandWhite]

Very interesting discussion which brings up some questions for the fractional crowd. What is the standard pre-departure timeline and sequence for NJ or other frac's? Captain inside waiting to greet, or at the jet ready to punch buttons?

I did 14+ years of military executive airlift. SOP for my units was always be at duty stations (servicing/pre-flight complete, clearance in the system) NLT 30 minutes prior to T/O. I usually padded that by another 10-15 minutes.

I've found you will always get some customers who decide to show up 30-60 minutes early. Hopefully you are prepared, and can quickly adjust. It's rare, but you might get someone who shows up a couple of hours early. Nothing you can do about that except to say that hopefully you are not sitting out in the open napping with drool sliding down your cheek.

 

[theskyking]

Generally the captain is inside waiting for the pax.

I usually try to have the plane ready an hour before ETD. The company files our flight plans 30 minutes early so they are ready then. Might wait on the catering depending on what it is. But sometimes there isn't enough time between legs for this so I work at a decent pace and get it done when it's done.

If the pax show up too early they get to sit inside and relax until we are ready. No just hopping in and throwing switches. No real big hurry.

We aren't carrying around some guy with a bunch of ribbons on his chest and stars on his shoulders. Our pax go when we are ready.

 

[fischman]

I agree with TheSkyKing. I try to be ready 1 hour prior to scheduled departure, but ALWAYS maintain a professional pace as far as getting ready. We learned through our ASAP program that your chances of messing up increase when you rush.

If owners are there early and I am not ready, I politely explain what the delay was, offer them something to eat or drink, and tell them we will let them know when we are ready. Usually they are happy with that.

 

[Guitar Guy]

I agree with TheSkyKing. I try to be ready 1 hour prior to scheduled departure...

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

 

[fischman]

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

Nevertheless, a professional pace is ALWAYS maintained. I will not take off until myself, my crew, and my plane is 100% ready to fly.

 

[NETFLIER]

i have to agree with the original poster of this subject.

our pilots are horrible at staying in the FBO and greeting pax.

Largest complaint by our owners:
1. fuel surcharges
2. too hard to find the crew when they enter the FBO.

IT IS SOMETHING WE NEED TO CHANGE AND FOR CERTAIN I PREACH IT EVERY WEEK I AM ON THE ROAD.