By Holly Whitaker
President, Exclusive Air
NBAA S&D Committee
Advisory Council
By Holly WhitakerI’ve been associated with the NBAA Schedulers and Dispatchers (S&D) Committee since 1992. Over the years, I’ve served as a committee member, as chair of the committee, and now I participate on the advisory council. In that role, we work alongside the committee to help find speakers, provide historical context, and offer general guidance.
Looking back over 3 decades with the committee, I’ve seen the industry evolve in some remarkable ways. The first big change is technology. The way we communicate now, using text, phone, and/or email is completely different than 10 to 15 years ago. There are so many more ways to reach people.
The second major change is the growing awareness of the scheduler and dispatcher role. Years ago, they were viewed as just support staff, and people didn’t really pay attention to them. Today, they’re recognized as critical team members to any flight department.
Industry events are excellent opportunities for networking. Attending NBAA-BACE or S&D Conference is a great way to get introduced to the industry.
Our industry is still hard to break into, but once you’re in, your path is unlimited.
People often ask me, “How do I get into aviation?” I tell them that the answer is networking and getting involved with industry events.
Meet one person, stay in touch with them, and continue building connections. College programs and internships are incredibly valuable. On the down side, however, airports aren’t as open as they used to be. In the past, you could walk around and even touch airplanes on the ramp.
Now security measures have changed the landscape. While we want people to join aviation, security makes it harder to get exposure.
On the S&D Committee advisory council, we’d like to explore connecting through internships. I know NBAA promotes a mentor program, which could certainly lead to internships as well.
In 1991, I founded Exclusive Air – a charter brokerage business. We connect customers with aircraft operators, making sure both sides have a good experience. Safety is our first priority and we use the Wingman Standard by Wyvern to qualify our operators.
Networking, mentorship, and high-touch service remain essential in aviation. While networking opens the door to our industry, mentorship shows the way, and high-touch service keeps clients coming back.
On of the biggest myths clients have is that corporate jets can do anything.
They believe that they can operate in difficult weather conditions, but weather affects corporate aviation just like commercial airlines. So, I set realistic expectations for my clients.
For example, if there’s a snowstorm coming, I’ll suggest they leave before the storm, delay a day, or use an alternate airport. A client doesn’t want to hear “no,” so I provide alternatives. I provide them with options and recommendations.
Schedulers always have plan A, B, C – and probably D. I’ve had clients destined for mountainous airports where the weather conditions were changing. We’ve already arranged for a car at the alternate airport so that if we need to change airports, it feels seamless to the client.
As for technology and instant booking apps, yes, some things can be automated, but at the end of the day, people want to feel valued and speak to a person. They want to know that their needs are being accommodated. You don’t get personal touch from an app.
A nervous flyer needs reassurance, and this requires human interaction. In our industry, high touch is everything. Our customers expect us to be 3 steps ahead of them, and that’s what schedulers and dispatchers do. We make the process look effortless by doing the preparation and planning in advance.
