AvFuel: service remains king at FBOs

The FBO marketplace continues to be more competitive than ever as companies look to bolster their operations with better amenities and better offerings, AvFuel stated in a report.

The report continues: “…this is particularly true in the European market where U.S.-style FBOs are becoming more and more desirable.

But in this land of luxury—where modern, sleek FBOs are more reminiscent of five-star hotel lobbies than airports—one thing remains clear: service is still king.

Avflight’s operation at George Best Belfast City Airport (EGAC) is a testament to this fact.

The FBO operates out of a modest facility—updated, comfortable and accommodating, but modest.

Nevertheless, Avflight Belfast continues to receive top marks in industry surveys. Why are pilots raving about this operation? They don’t land for the facility; they land for the people and the services they receive.

“We frequently hear positive feedback concerning our customer service,” said Ryan Hogg, Avflight Belfast City’s operations manager.

“The customer is always our number-one priority. I truly believe it’s that level of attention and our team’s dedication to care that keeps Avflight Belfast at the top of the pack.

Though we have a more modest setup than other FBOs, our facility is perfectly adequate for what we need and our underlying strength continues to come down to our staff members.”

Despite ranking number four, one and five in EBAN’s FBO Survey the past three years, respectively, the team at Avflight knows the danger of complacency and, instead, strives to use the survey as an opportunity to listen to customer feedback and adapt accordingly.

“We don’t rest on previous praise,” said Hogg. “We will always do what we can to be ahead of the game on service. And we want to make sure everything else we provide is raised to that same level, so we continuously adapt.

The voting form is ideal because it scores specific areas of the FBO experience rather than just providing an overall evaluation. We’ve used that feedback to make changes to our facility and services over the years.”

And with such an emphasis on customer experience, Avflight management knows the importance of assembling the right team and proper, ongoing training.

“Our staff is the key to what we do,” said Hogg. “Everyone is hand-selected and has extensive industry training, which we pride ourselves in providing.

In addition, our parent company, Avfuel, released the Avfuel Customer Service Training Program, so we now have an official training platform for Avflight FBOs, as do all Avfuel-branded FBOs who wish to utilize it.

The training program is designed to foster customer retention—we’ve had a lot of positive feedback from this, including from my own team in Belfast who are undergoing recurrent training.”