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.

 

[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.

 

[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.