Trends in aviation ground services
Key values practiced by successful ground support providers.
By Rafael Henríquez
Managing Editor
In our last edition, we presented interviews highlighting the accomplishments of top-ranking ground service providers in the US based on their performance in our annual PRASE (Preferences Regarding Aviation Services and Equipment) Survey.
In part 2 of this series, Professional Pilot magazine covers the policies that have propelled Skyservice YYZ (Toronto ON, Canada), Cabo San Lucas FBO CSL (Cabo San Lucas BS, Mexico), and Mapiex Aviation PAC (Panama City, Panama) to the top spot in their respective categories. We also interviewed the team at Wilson Air Center CHA (Chattanooga TN) as the most improved FBO in our survey.
Skyservice
Skyservice is built on a foundation of safety and service excellence. Its internal safety management system (SMS) identifies hazards, conducts risk assessments, mitigates risk, and improves the company’s flight programs continuously. The SMS addresses all phases of operations, including FBO services, flight operations, maintenance, and security.
“Our commitment to rigorous safety protocols reflects our corporate culture, which emphasizes a safety-first mindset and proactive safety and service culture,” says Marketing Manager of Fixed-Base Operations Mathew McLarnon. “We are proud to consecutively be awarded the coveted Platinum rating by the Aviation Research Group/US (ARGUS).”
Skyservice caters to a strong mix of business, leisure, and essential aviation services, with many of its locations working to support military and government operations as well. As an authorized service center for Bombardier, Dassault, and HondaJet, many operators also visit Skyservice for maintenance services.
Amenities at Skyservice FBOs include client lounges with complimentary refreshments and Wi-Fi. Passengers and crews also have access to executive business centers and conference rooms, pilot lounges, snooze rooms, gyms, and shower facilities. “Our team is happy to provide shuttle services for our visitors, and many of our locations offer access to crew cars,” adds McLarnon. “Our locations provide full-service support with fueling, ground handling, maintenance, parts, and AOG.
In order to keep consistency in services across its departments and bases, Skyservice invests in network-wide training that equips front-line teams with the skills and tools necessary to provide guests with an unbeatable experience, which is reflected in the feedback and recognition received from the people who visit its bases. Employee longevity is also key in the FBO industry. McLarnon explains, “The long tenure of many of our staff members means that we have been able to develop relationships with crews and passengers alike that have spanned many years.”
Skyservice’s commitment to improving the industry starts with the company’s own development. “We consistently look for opportunities that advance our service offerings to our clients and help grow and refine business aviation and the communities they serve,” McLarnon says.
Cabo San Lucas FBO
Cabo San Lucas FBO CSL’s approach to safe operations is shared by many successful ground service providers – creating a strong SMS and that is being updated constantly, and providing regular training to all employees. “We have a comprehensive SMS that is constantly evolving,” remarks Rossy Cazarez. “In addition, we keep our staff up to date on procedures and regulation so they can give our guests the best service in the industry.”
Cabo San Lucas FBO is host to a 50/50 mix of Part 91 and Part 135 operators. On arrival, FBO reps make sure that their guests have an unparalleled experience. For example, they are greeted with complimentary drinks when they land, and are transported from the plane to a fully-equipped 8100-sq-ft passenger terminal. In addition, the company can also handle flight planning, catering, and lodging and transportation reservations, and offers personalized concierge services.
CSL has a terminal for charter flights, and the runway underwent a 1000-ft expansion – from 7000 to 8000 ft, with a taxiway that runs parallel to the runway.
Mapiex
To Mapiex PAC, safety is the number one priority. It’s been certified by the International Business Aviation Council (IBAC) as IS-BAH Stage II activity, which reflects its commitment to the highest safety standards in the industry. “Our approach to safety is comprehensive and applies to all departments within our operation, including line services, front desk, and guest services,” says General Manager María Victoria Guiraud.
“We prioritize extensive training for all our operational employees as well as our administrative staff. This ensures that every member of our team is well-equipped to maintain the highest safety standards in their respective roles. In addition, we are dedicated to continuous improvement, regularly updating our training programs to incorporate the latest best practices and industry standards.”
This year, Mapiex has doubled the standards for its internal audits, reflecting a proactive stance on safety and quality assurance.
Over the past year, 80% of guests visiting Mapiex have been Part 91 operators. The remaining 20% has been a mix of Part 135 and military flights. “We offer a comprehensive range of services and amenities designed to meet the needs of both pilots and passengers,” says Guiraud. “Our VIP services include a VIP lounge and business center equipped with Wi-Fi, cable TV, and comfortable seating areas. We also provide passenger transportation, hotel booking, car rental, and catering services. Complimentary coffee, tea, and soft beverages are available to all our guests.”
For flight crews, Mapiex offers a dedicated pilots’ resting area, a flight planning area, transportation services, and assistance with hotel bookings and car rentals. These amenities are designed to support the specific needs of pilots, ensuring they have a comfortable and efficient environment to rest and prepare for their flights.
Ground handling services include customs and immigration assistance, AVSEC and security services, flight planning, weather reports, landing and overflight permits, and a variety of aircraft and hangar ground services. “We also provide 24-hour surveillance to ensure the safety and security of all aircraft and personnel,” adds Guiraud. “These comprehensive services and amenities reflect our commitment to providing a one-stop-shop experience for all our clients, ensuring their travel needs are met with the highest standards of quality and convenience.”
Consistency of service across all departments and bases is maintained through rigorous processes and quality management systems. “We are certified under the ISO 9001:2015 standard, which establishes a systematic framework for quality management and continuous improvement” explains Guiraud. “Every department and base within our operation is required to adhere to these high standards, ensuring that the quality of our services remains consistent regardless of location.”
Guiraud continues, “Our commitment to steady improvement involves regularly reviewing and updating our processes to incorporate best practices and respond to any changes in the industry or client needs. This proactive approach helps us to deliver consistently exceptional service and maintain our reputation for excellence across all our operations.”
By integrating these standards and practices into every business aspect, Mapiex ensures that its clients receive the same high level of service and care, whether they are interacting with line services, front desk, guest services, or any other department.
Guiraud attributes Mapiex’s outstanding results in this year’s PRASE Survey to its staff’s commitment to providing the best service and solutions to visiting customers. “Our team is deeply committed to delivering the best possible experience for our customers, consistently going above and beyond to solve any issues within our capabilities,” she says.
“We also believe that there is always room for improvement, and we are committed to the continuous enhancement of our services. Our proactive approach to identifying and implementing improvements ensures that we are always moving forward, striving to provide an even better experience for our clients.”
Mapiex’s future is bright. The company aims to enhance processes, improve customer service, and increase safety, with significant investment in better facilities across its airport locations, such as extensive renovations at all of its facilities at international airports in Panama. These upgrades are aimed at providing a more comfortable and efficient environment for both clients and staff.
Moreover, Mapiex is committed to continuously improving in all aspects of its operations. This includes enhancing efficiency, elevating customer service to exceed client expectations, and strengthening safety measures. “Our vision for the future is to maintain our position as a leader in the FBO industry by continuously improving and expanding our services and facilities,” remarks Guiraud. “This ongoing commitment to excellence will ensure that we continue to meet and exceed the needs of our clients.”
A year of transformation
Rounding up chapter 2 in this series of interviews is Wilson Air Center CHA (Chattanooga TN) as the most improved FBO in the 2024 PRASE Survey. With fierce competition in the US and constantly evolving standards, Wilson Air Center CHA has been nothing short of transformative. Over the past year, the team has turned the base into a model of excellence, making remarkable strides in service quality, customer satisfaction, and operational efficiency.
In 2023, despite its strong historical performance (#1 in 2020 and 2021, and #2 in 2022), Wilson Air CHA failed to make the rankings due to insufficient votes. This was a significant blow for General Manager Andrew Swain and his team. Reflecting on this, he knew that regaining their position and surpassing expectations would require a comprehensive and strategic approach. Determined to turn the situation around, he began by analyzing every aspect of their operations, reaching out to his colleagues at other Wilson Air Center locations, drawing on their experiences and insights.
One of the first steps was to enhance communication between bases. Swain believes that strong inter-base collaboration is crucial for maintaining consistency and sharing best practices. “There’s a lot of communication between our bases,” he says. “We’re always there to lean on each other, especially during peak times or special events.” Building on this, he facilitated regular meetings and updates. This network of cooperation laid the groundwork for the significant improvements that followed.
Understanding that well-trained staff is key to delivering exceptional service, Wilson Air Center is always looking for ways to improve its employee training process. Swain explains, “Our training curriculum is a combination between hands-on training, or just being on the line with a mentor, and the classroom type training, which is done through our Safety First program.” This approach has proved successful in training new candidates efficiently and quickly.
Over the past year, Swain and his team have revamped operational procedures to streamline efficiency by introducing new systems for scheduling and resource management, ensuring that all tasks, from handling aircraft to greeting passengers, are executed seamlessly. This optimization has improved both operational efficiency and overall customer experience.
Enhancing customer service
Wilson Air CHA’s customer base consists of Part 135 and Part 91 operators, who are welcomed with a renewed commitment to customer service. Drawing from past successes and industry insights, Swain emphasizes the importance of personalized service and attention to detail. His team understands that exceptional service goes beyond the basics.
To illustrate this commitment, they have revamped the amenities offered to pilots and passengers. The pilot lounge at the CHA base is fully equipped with private restrooms, snooze rooms, and a relaxation area featuring a massage chair. These updates were designed to provide pilots with a comfortable and restful environment.
In addition, Andrew and his team have enhanced their approach to servicing both pilots and passengers. They’ve made it a priority to meet and greet pilots upon arrival, assist with aircraft needs, and address any special requests promptly. This dedication to service extends to ensuring that passengers receive the highest level of attention and care.
Building stronger relationships
Recognizing the importance of building lasting relationships, Swain has placed a strong emphasis on client interaction. Wilson Air Center CHA works closely with schedulers and dispatchers, maintaining open lines of communication to ensure that every client’s needs are met. His philosophy is simple – treat every client as a valued partner, whether they’re frequent guests or first-time visitors.
One of the key strategies was to make the CHA base a gateway to the city itself. Swain’s team collaborated with the airport authority to highlight Chattanooga’s attractions, offering clients information about local events and amenities. This not only enhanced the experience for those staying overnight but also positioned the CHA base as a welcoming front door to the city.
Achieving remarkable results
By mid-2024, the results of Wilson Air Center CHA’s efforts became evident when the company clinched the #2 spot in the PRASE Survey, with an overall score of 9.77. This impressive turnaround is a testament to the hard work and dedication of Swain and his team. Clients praised the CHA base’s line team, CSRs, facility, amenities, and promptness and efficiency.
Throughout the transformation, Swain has remained steadfast in his commitment to safety. He emphasizes that safety is not just the responsibility of a single department, but a collective effort that involves everyone at the base. “We’re actually changing over to a new safety management system (SMS),” he declares. “This transition is going to permit anybody and everybody to be able to blow the whistle on anything that doesn’t look right.”
This proactive approach fosters a culture where safety concerns are addressed promptly and effectively, and ensures that safety remains a top priority and that the base is prepared to adapt to industry changes.