Trends in aviation ground services
Final part of this series highlights key values practiced by successful ground support providers worldwide.
By Rafael Henríquez
Managing Editor
In the past 2 editions, Professional Pilot magazine has surveyed top-ranked aviation ground service providers to find out what they think made them stand out in the 2024 PRASE (Preferences Regarding Aviation Services and Equipment) Survey. Safety and superior customer relations are at the top of everybody’s minds.
In the final chapter of this 3-part series, we feature Jet Aviation DXB (Intl, Dubai, UAE) as the Best Middle East & African FBO winner, Hong Kong Business Aviation Centre HKG (Intl, Hong Kong) as the Best Asian FBO, Farnborough Airport FAB (Farnborough, England) as the top provider in Europe, and Phillips 66 Aviation as Best Fuel Brand.
Number 1 in Asia
Offering a comprehensive range of services tailored to meet the needs of executive passengers and crew members, Hong Kong Business Aviation Centre (HKBAC) retains the crown as the Best Asian FBO in the 17th consecutive year.
Safety is always the top priority at HKBAC. “Safety is driven throughout the organization with robust safety management system (SMS) in place,” says HKBAC Chief Executive Officer Vivien Lau. “HKBAC is IS-BAH Stage 3 Certified. All areas are engaged in our safety committee. We place high focus on personal injuries and staff welfare, and provide staff with the correct protective and ground service equipment to achieve this.”
HKBAC handles both executive and charter operations, although there has been an increase in charter movements since Covid-19 which has changed the dynamic in Hong Kong. “We welcome this increase,” declares Lau. “We actively support this change by increasing the availability of aircraft in Hong Kong and the region.”
HKBAC was the first international FBO in Asia to offer on-site customs, immigration, and quarantine (CIQ) services, rendering the arrival and departure processes convenient and efficient for passengers and crew members, saving time and enhancing the overall convenience and experience. Included are customs clearance, immigration services, and health quarantine procedures.
A seamless business aviation experience in ensured for passengers with a high degree of privacy and security, with dedicated VIP lounges featuring comfortable private seating areas, catering services, private meeting rooms, shower room, baggage service, storage service, VIP meet-and-greet, and complimentary Internet connectivity.
“We also have excellent facilities for crew members, adds Lau. “The lounge not only provides essential amenities, like computers, printers, and weather and NOTAM information services, but is also comfortable and functional. It has a self-service mini bar stocked with soft drinks, a high-quality coffee machine, and snacks. We have also included a shoe-shining machine, a massage chair, and other comforts in the lounge to help crew unwind and relax.”
Hong Kong strives to lead the way in Asia by ensuring an unrivaled traveler experience. As the one and only FBO in Hong Kong, HKBAC’s hard work has been widely recognized, particularly for its technical support and customer service. “We are very proud of our one-stop ground handling and support services,” states Lau. “HKBAC provides comprehensive ground handling and support services to facilitate smooth and efficient operations for both passengers and aircraft.”
HKBAC is also the first international FBO in Asia to install an on-site fuel hydrant. The underground installation began operating in 2017, enhancing operational efficiency while shows HKBAC’s commitment to continuous improvement and innovation.
HKBAC aims to deliver consistent services to its customers in a professional manner. The company focuses on safety and service in style, and continues to seek ways to support and enhance customer experience. “We listen closely to our customers and take note of their comments to improve their experience at HKBAC,” Lau explains. “This enables us to make improvements to our facilities and operations such as our new wing-to-wing airside transfer, which can enhance connectivity between commercial and business aviation.”
Business aviation will continue to play an important role for entrepreneurs, corporate leaders, and high-value business activities all over the world. In parallel with HKG’s 3-runway system to be commissioned at the end of 2024, HKBAC is undergoing a major facility upgrade to meet the increasing flight movements. The terminal redevelopment project is expected to double the FBO’s handling capacity for business jets upon completion in 2025.
The project will proceed in 2 parts. First is the expansion of the existing executive terminal building (ETB), with an upgrade on the CIQ facilities. There will also be a new all-weather canopy stretching from the ETB to shield and serve both aircraft and passengers – a first-of-its-kind installation in Asia. The second part features a new support terminal with enlarged facilities to cope with emerging demands from charter flights, plus additional offices for business aviation stakeholders – both to be launched in 2026.
In addition, various green and smart features, including solar panels, electric vehicle chargers, and smart building management systems will be part of the new HKBAC.
This expansion is expected to increase capacity and improve customer experience while modernizing the facility to strengthen HKBAC’s reputation as Asia’s Best FBO.
Best in Middle East and Africa
Jet Aviation DXB offers ground handling and flight support services for all types of business aircraft, and welcomes commercial and non-commercially operated business flights. This year, the DXB base took the crown as the best FBO in the Middle East and Africa. Hardy Bütschi, VP Regional Operations Middle East & GM Dubai, declared that safety and security of customers, employees, and assets are top priorities.
“All of our FBOs are registered IS-BAH Stage 2,” he says. “All employees take part in regular training programs to ensure that they are kept up to date with any changes in practice or procedure. We also have a dedicated Safety Action Group to proactively propose and support implementation of corrective and preventive actions, consisting of front-line personnel (QEHS, line services, front desk, and customer service, ensuring efficient safety performance.”
With an executive terminal that offers seamless domestic and international handling, Jet Aviation DXB offers comprehensive services, including executive and crew lounges, conference rooms, weather and flight planning facilities, and a duty-free shop.
“To ensure an effortless experience when traveling through our facility, we offer transportation services for passengers and crews, hotel coordination services, immigration and customs on our premises, catering coordination, and rental cars,” says Bütschi. “Our customers’ aircraft are in good hands as well,” he continues. “We offer complete line services, including line and base maintenance, aircraft exterior and interior cleaning, and coordination of aircraft refueling.” Sustainable aviation fuel (SAF) is available through Jet Aviation’s global Book & Claim service.
In addition, Jet Aviation DXB offers maintenance, system upgrades and refurbishment, aircraft management services, and 24/7 aircraft on ground (AOG) support.
As a global business aviation company with some 50 locations – including approximately 30 FBOs – Jet Aviation provides a consistent service worldwide, complemented by the local knowledge of its teams on the ground, allowing customers to experience a seamless, personalized experience whenever they touch down at a Jet Aviation facility. “Our global customer service training provides a consistent level of excellence worldwide,” says Bütschi. “We also listen to our customers to ensure we evolve in line with their needs.”
Bütschi assures that Jet Aviation DXB grabbed the top spot in the PRASE Survey this year thanks to a combination of high safety and customer service standards, plus a long-standing presence in the Middle East. “Our long-term presence and a deep-rooted understanding of the region and our customers allows us to anticipate their needs while remaining agile to meet the ever changing demands of the customer base,” he explains.
“We have a strong FBO network with locations in Dubai and Saudi Arabia, representing gateways to some of the most important economic, political, and cultural sites in the region. And we have a large number of long-term customers in the region with whom we have fostered personal and long-lasting relationships – sometimes over generations.”
At the heart of this commitment to service is the Jet Aviation DXB team. “We have an incredibly proud, passionate, and welcoming team of some 400 here in the region,” adds Bütschi. “They go above and beyond to ensure that we anticipate and exceed our customers’ needs and expectations. Many of our employees in Dubai have been with us for more than a decade and have built long relationships with some of our key customers, who appreciate their dedication to safety and service every day.”
Jet Aviation has been in the Middle East for more than 40 years, and will continue to invest and grow in the region. The company continuously realigns and improves its services and products portfolio based on customer demands and market needs. The maintenance facility at DXB, for example, holds 15-plus different aviation authority approvals and more than 20 different aircraft type approvals for most business jets, including newer models such as the G700.
One growing interest from both customers and local governments is sustainability, and it is imperative that business aviation service providers support this. “We continue to explore more sustainable options for our customers, such as providing SAF in the region via Book and Claim, and more sustainable ways of operating our sites, such as reduced energy consumption,” Bütschi declares.
Best Fuel Brand
Phillips 66 Aviation is one of the largest refiners in the US, and a major contract jet fuel and avgas supplier to private, commercial, and military aviation. Headquartered in Houston TX, it is a specialty business of Phillips 66, a diversified and integrated downstream energy provider.
For more than 95 years, Phillips 66 Aviation has proudly established direct agreements with FBOs and other suppliers/marketers across the US, supporting its dealer network with innovative programs and trainings. Nowadays, Phillips 66 Aviation has the largest branded network of FBOs, serving nearly 750 FBOs in the US through branded FBOs and 3rd-party suppliers/marketers. Phillips 66 Aviation’s vast fuel supply infrastructure and competitive programs provide its partners and customers with the resources they need to succeed and grow.
Phillips 66 Aviation offers a contract fuel program that provides discounted fuel nationwide. As member of the program, customers are pre-approved by Phillips 66 Aviation for fueling at all participating dealers. Contract fuel is one of the best ways an FBO can boost its business. FBOs’ customer service and accounting teams appreciate a streamlined process with no cards and no releases.
Moreover, Phillips 66 Aviation offers its WingPoints rewards program, which allows members to redeem their points immediately for gift cards from leading retailers and restaurants, or for a prepaid Visa or Amex card. To earn points, pilots can present their card every time they make a purchase at participating WingPoints locations. Each gallon they buy earns at least 10 points.
Phillips 66 Aviation has improved over the past year. In 2023 it ranked 3rd in Pro Pilot’s PRASE Survey with 9.28 points, and jumped to 1st in 2024 with a 9.81 score.
“Phillips 66 Aviation remains dedicated to what matters most to our customers,” says Phillips 66 Aviation Manager Sunny Lopez. “We offer top-quality products, cutting-edge programs, and exceptional customer service, empowering FBOs to thrive. Our unwavering commitment to providing a reliable supply across the US underscores our pride in being named the best fuel brand. We celebrate the success of our FBOs as they continuously exceed expectations and elevate industry standards.”
Top European FBO
Farnborough Airport FAB has a strategic focus on delivering industry leading safety and ensuring a safe and secure workplace for all. FAB is a fully UK Civil Aviation Authority (CAA) licensed aerodrome, and it’s certified to the internationally recognized ISO 45001 certification for its SMS.
Its approach to safety is not only applied to all departments, but other areas of the industry, too, as the activity is active in Airport Operators Association (AOA) and Airport Councils International (ACI) safety working groups, working actively with other airports to share and promote best safety practice.
In 2023, FAB won the Best Small Airport category award for its AOA Safety Week activities, judged by a panel comprising representatives from the AOA, CAA, and Mental Health UK. This award highlights the airport with the best approach to mental health and wellbeing, which is another key component of FAB’s safety strategy.
FAB facilitates more than 800 international connections to a broad customer base, having established strong relationships with its operators. Today, around 37% of its business aircraft operators are Part 91, with 63% being Part 135. This very much reflects current demand trends and the growth of charter flights post Covid-19.
For its customer base, FAB offers a range of dedicated services for both passengers and crew. The needs of crew are anticipated with uncompromised support from its team. FAB was designed very much with crew in mind, with a modern gym, snooze rooms, a cafe, and private lounges.
For passengers, FAB has a team of concierges on hand to look after them and take care of their every need. The customer service team are ready to finalize departure details while passengers relax in our variety of lounges. Since 2022, FAB has partnered with a number of aspirational brands, such as Edmiston, Aston Martin, and Lugano Diamonds to enhance its already unique guest offering, from refurbishing and intricately designing the lounge spaces to providing luxurious vehicles to chauffeur guests to and from their aircraft.
Always aiming to be the best business aviation airport in the world, FAB remains resolute in its dedication to providing unparalleled service and setting industry benchmarks for customer satisfaction and operational brilliance. Its people are at the center of everything, ensuring that all employees receive equal access to training and development opportunities. As well as receiving training and support, with a staff incentive plan designed to reward high performance, this year FAB rolled out of a new leadership program.
FAB firmly believes that its most important assets are its people, with their dedication to strive for excellence in order to enhance offerings for crew and passengers, setting new standards in customer service and operational performance along the way. One such example is that earlier this year, FAB completed a £3 million (approx $ 4,016,970 million)state-of-the-art security upgrade.
This significant investment includes the installation of 2 cabin baggage screening lanes, which feature the very latest and highest rated C3 technology alongside advanced security scanners. This means crew and passengers can enjoy an even faster, smoother, and more convenient journey through our airport, knowing they are benefiting from the highest levels of security and assurance.
FAB’s state-of-the-art security upgrade marks a significant milestone in our ongoing commitment to delivering an unrivaled passenger experience – one that is able to fully meet the ever evolving needs of our customers. This directly follows the completion of Farnborough Airport’s new £55m hangar, Domus III, earlier this year.
The state-of-the-art 175,000-sq-ft hangar space sets a new benchmark in aviation hangar infrastructure, with sustainability a core part of its design. The new hangar increases overall hangar capacity by 70%.
With sustainability high on its agenda, this year FAB embarked on a large light-weight solar installation, enabling the airport to generate 25% of its own power, thus reducing its controllable emissions to reach its Net Zero goal. The extensive plans will see the completion of the installation of solar panels across the airport and its 169-room hotel – the Aviator Hampshire – later this year. The installation will also enable the airport’s operational fleet of electric vehicles to be charged using self-generated electricity.
When it comes to sustainability, FAB wants to be a global showcase for airport sustainability. FAB already is the UK’s largest single site supplier of SAF to the business aviation community, and the goal is to be the first UK airport to transition away from traditional jet fuel entirely.