Netjets Customer Service At Its Best

[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.