Trends in aviation ground services
Safety, excellence, and commitment to service are key values in successful ground support operations around the world.
By Rafael Henríquez
Managing Editor
With this year’s PRASE (Preferences Regarding Aviation Services and Equipment) Survey results published and analyzed, Professional Pilot magazine interviewed winners in each survey category. In this edition, we are thrilled to present part 1 of a 2-part series that spotlights the remarkable achievements of top-ranking ground service providers that have each clinched the top spot in their respective categories in our annual survey.
Top honors
Pro Pilot’s comprehensive PRASE Survey is renowned for its rigorous standards and reach, evaluating industry giants in various categories.
This year, top honors were grabbed by Galaxy FBO as both Best US FBO and Best Small FBO Chain; Million Air, Best Large FBO Chain; Texas Jet, Best Independent US FBO; Bohlke International Aviation, Best Caribbean FBO; Cabo San Lucas FBO, Best Mexican FBO; Skyservice YYZ (Toronto ON, Canada), Best Canadian FBO; Hong Kong Business Aviation Centre, Best Asian FBO; Jet Aviation DXB (Dubai, UAE), Best Middle East and African FBO; Mapiex Intl PAC (Panama City, Panama), Best Latin American FBO; Farnborough Airport FAB (Farnborough, UK), Best European FBO; Wilson Air Center CHA (Chattanooga TN), Most Improved FBO; and Phillips 66 as Best Fuel Brand.
This feature delves into the stories behind the people who make these massive wins possible, offering readers an exclusive look at the innovative practices and strategic decisions that propelled these companies to the forefront of their respective leagues. In this edition we’ll feature Galaxy FBO, Million Air, Texas Jet, and Bohlke International Aviation.
Best in the US
It didn’t take long for Galaxy FBO to take flight with remarkable success, soaring to first place in the 2024 rankings just 2 years after its inception, with an overall mark of 9.85. In 2023, the company scored 9.58.
General Manager Jamie Muñoz leads the ADS (Addison Texas) base. She attributes the achievement to a steadfast focus on quality service, an exceptional team, and a commitment to enhancing the customer experience.
The journey for Galaxy FBO began with a single base at CXO (Conroe TX). “CXO was our flagship during covid,” says Muñoz. “Then we opened the second FBO at HOU (Houston TX).”
The ADS base is the first one outside of the Houston area. “Our owners really made a good investment,” Muñoz continues. “They acquired a 17-acre property that was leveled and transformed from the ground up.” The team built brand new hangars and a state-of-the-art terminal, presenting an impressive 7-acre ramp – the largest of its kind in the area for transient aircraft.
This vast open space has become a defining feature, allowing pilots and passengers to park and access their aircraft without the hassle of towing, creating a seamless experience that they have come to appreciate.
Muñoz recalls a defining moment in Galaxy FBO’s early days, when an Airbus business jet visited their facility carrying the FIFA World Cup trophy on its tour of cities slated to host the championship in 2026.
The sight of this large aircraft on the FBO ramp marked a significant milestone – it was a testament to the facility’s growing reputation and capabilities.
As FBO traffic began to increase, so did the importance of creating a welcoming environment for both passengers and flight crews. Galaxy FBO provides a range of amenities, including spacious conference rooms, a refreshment bar, and private workspaces for pilots.
Understanding the demands of both customers and employees, Muñoz ensures that valuable features such as valet service and an enclosed parking garage caters to their needs, while also offering pilots lounge facilities equipped with snacks, showers, and relaxation areas. Under her leadership, the importance of workplace culture has become paramount. By cultivating a supportive environment focused on growth and development, Galaxy FBO attracts top talent.
Muñoz emphasizes the value of hiring individuals who align with their mission, stating that it’s essential to prioritize quality over quantity. This dedication to employee satisfaction has fostered a loyal team committed to delivering outstanding service.
As Galaxy FBO continues to thrive, Muñoz remains focused on empowering her team, ensuring that they are equipped to take the reins as the company evolves. “I always want to leave things better than they were,” Muñoz states, underscoring a belief in nurturing future leadership and the shared vision of maintaining Galaxy FBO’s stellar reputation in the aviation industry, and the highest possible score in Professional Pilot magazine’s PRASE Survey.
King of the large FBO chains
Million Air reigns supreme in the Large FBO Chain category (11-plus locations) of the PRASE Survey. With 36 bases in the US and abroad, the company has retained the top spot for 13 consecutive years.
Safety first. “Our approach to safety is people-first,” says Dir of Safety Jason Sahl. “Our safety culture is defined by feedback from all levels of the organization, but most importantly, our front-line teams. There will always be risks involved in our work, but we can’t ask our people to take any of these risks without supporting them and seeking feedback on how we may need to adjust in order to best support them in a changing environment.
Reporting mechanisms need to be user-friendly to remove barriers to entry, and leadership has to maintain a positive culture to encourage participation. Greater participation leads to proactive safety instead of reactive.”
Tailored services. Million Air caters to a mix of Part 91, 135, and other operators, facilitating nearly 1 million aircraft movements each year. Across the board, the company offers consistent services. “We are dedicated to redefining the FBO experience and consistently anticipating the needs of our customers,” says Dir of FBO Support Services Carrie Considine.
“Our facilities boast all the expected FBO amenities, such as a luxurious lobby, complimentary refreshment bar, flight planning and snooze rooms, high-end pilot lounges, and crew cars. We set ourselves apart by continuously innovating and introducing new amenities tailored to the preferences of our clientele.
This includes features like self-serve cocktail lounges, personalized beverages crafted by Starbucks baristas, fine dining options, entertainment facilities like golf simulators and theaters, and conference facilities. In addition, Mercedes crew cars are available at every Million Air location.”
Consistency. “Million Air has a dedicated team called Million Air Interlink, focused on overseeing brand consistency across our network,” explains Chief Brand Officer Allison Woolsey. “This team is passionate about supporting all our locations and defining the customer experience.
Every aspect is meticulously crafted, from the emotions we evoke during customer interactions to the specific look, feel, and scent of our facilities. Million Air Interlink creates comprehensive training resources, sources consistent vendor partnerships, and organizes regular in-person events for our management teams. This ensures that our commitment to excellence and uniformity is upheld across all our locations.”
The difference. CEO Roger Woolsey points out that Million Air is a privately held, family-operated FBO network that is managed by aviators. “We pride ourselves on being more than just a fuel provider for private aircraft. We are a hospitality company at heart,” he remarks.
“This mindset drives every aspect of our operations, inspiring us to consistently go the extra mile for our customers and continually seek innovative ways to enhance the customer experience and add value.”
The future. “Our mission is product dominance,” concludes Allison Woolsey. “We continually evolve through growth and redefining cycles. We refresh our locations, with several remodels and hangar expansions approximately every 7 years. Our focus extends beyond infrastructure. We are refining our internal processes, investing in our teammates, elevating the Million Air brand, and constantly challenging the status quo.”
With a relentless pursuit of excellence, Million Air is committed to pushing the boundaries of what it can achieve across its 36 locations.
Best Independent FBO in the US
Texas Jet FTW (Meacham, Fort Worth TX) jumped from the 4th place in 2023 to secure the first spot in this years PRASE Survey, and has been in our top 5 for 17 consecutive years. The company has a particular approach to safety. Texas Jet’s safety management system (SMS) and non-punitive safety culture encourage the whole team to report hazards that affect their work environment.
If the outcome of the hazard report requires a standard operating procedure (SOP) or policy change, the changes are communicated company-wide, and applicable employees are trained. The individual who reports the hazard(s) is recognized before his/her peers, and a financial reward is given.
This applies to all departments within the operation. All team members throughout Texas Jet must follow all SOPs involving ramp speed limits, ladder safety, towing, fueling, weather procedures, aircraft security, and so many other specific items 100% of the time. Line services, front desk, guest services, and all other departments are involved.
A 50–50 mix. Texas Jet’s clientele is composed of Part 91 and Part 135 operators. To keep them pleased, the company goes beyond the expected fueling and hangar storage. “Texas Jet provides crew cars for day or overnight use, rental cars, catering, and concierge services,” says Customer Relations Manager Holly Hopkins. “We offer various complimentary snacks and beverages for passengers and crew in our lobby, break room, conference rooms, and crew lounges.”
Consistency. “Texas Jet maintains a culture of accountability with its employees,” explains Hopkins. “Our lead LSTs and managers ‘inspect what they expect’ to ensure all Texas Jet SOPs and Policies are followed daily.”
What makes Texas Jet different is that its team members embrace a culture of excellence, and customers have showed their love by ranking the company the number 1 independent FBO in the US. Remarkably, CSR Holly Hopkins received a score of 9.95.
What’s coming. Texas Jet has a 38,000-square-foot hangar is scheduled to come online later in 2024. “This is Texas Jet’s 25th hangar, bringing our total hangar footprint to 540,000 sq ft,” says Hopkins. “In addition, Texas Jet has plans to begin construction of its 26th hangar in 2025.”
An oasis in paradise
With its main base located in beautiful St Croix VI, Bohlke International Aviation (BIA) receives bizjet traffic coming from the mainland US to the Caribbean, offering full FBO services with everything for aircraft, passengers, and pilots.
Safety. Safety. Safety. First and foremost, however, is a safety culture that extends to all departments within the operation. BIA’s team follows the NATA Safety 1st Training Program. “Our department supervisors, as well as many team members, have a long history in aviation and with Bohlke,” says Marketing Director Renee Sweany. “This expertise is passed along to all team members, and helps all team members be accountable for safety standards.”
BIA handles about a 70/30 split between Part 91 and Part 135 operators. “Given our location at a small Caribbean island airport, we also have the unique opportunity to service Part 121 operations,” adds Sweany.
BIA’s facility features a contemporary passenger lobby, full kitchen, conference room, on-site rental cars and crew courtesy cars, and a pilot and crew suite with comfortable lounge seating, TV, shower, and flight planning stations. Customers state that visiting BIA looks and feels like being in a luxury hotel.
CSRs gladly assists with hotel and rental car reservations. And as a tourist destination, BIA is always ready to share favorite restaurants and activities on St Croix. BIA is an Avfuel branded FBO and participates in the AVTRIP loyalty program.
Consistency. Team Bohlke is a cohesive group. Departments have daily check-ins, while supervisors and managers have weekly or monthly meetings to ensure that everyone is working together to serve FBO customers with excellence. “As a family-owned business for 65 years and counting, our team truly operates like a family,” declares Sweany. “Everyone is proud to wear the Bohlke name on their uniforms, and they are committed to providing the level of service and expertise for which we are known.
What BIA brings to the table. In addition to the new luxury FBO facility, Bohlke offers the perfect mix of professionalism and Caribbean hospitality. “Our many FBO regulars appreciate that our team greets them by name, and the fact that they can make themselves at home in our space,” highlights Sweany. “Meanwhile, our first-time visitors always feel welcomed and confident that their aircraft is in capable hands.”
Serving the community. “As we head in to what is expected to be an active hurricane season, Team Bohlke is prepared for another year of serving the National Oceanic & Atmospheric Administration (NOAA) Hurricane Hunters,” explains Sweany. “It’s a time of year when there are a lot of unknowns, which our team handles with professionalism and ease.”
Beyond STX. BIA is currently establishing its presence as an FAA-certified Part 145 Repair Station in Ceiba PR under the name Tradewinds Flight Center. This location opens up a private aviation maintenance option in a previously underserved area, creating new aviation jobs in Puerto Rico. Tradewinds will offer fuel and other FBO services soon.