Few business aviation passengers would be surprised to see an air ambulance or medical team using an FBO, while last-minute cargo is less obvious but also not unusual. But a mammoth freighter disgorging a satellite is definitely different. Still, Jeremy Phillips, General Manager at Sheltair Melbourne, says it’s all in a day’s work for his FBO team
What qualities do we expect from the very best FBOs? Customer service that’s welcoming and drives efficiency as passengers move discretely and swiftly through the facility, or pause for a meeting, or take a minute to rest before continuing their journey – whatever, in fact, they require. We also expect a problem-free experience, or at least for any snags to unravel before they become significant tangles, and for that FBOs typically rely on a team of backstage professionals working calmly, quickly and largely invisibly.
For delivering all of this, Sheltair is among the most trusted US FBO brands. And yet across its many locations in Colorado, Georgia, Texas and, most prolifically, Florida, Sheltair FBOs handle more than passengers. It is not unusual for FBOs to handle life-saving medical flights for example, and Sheltair is both proud and experienced in these operations. Sometimes though, an FBO handles something less common, as Jeremy Phillips, General Manager at Sheltair’s Melbourne, Florida (MLB) FBO, reveals.
Located at Melbourne Orlando International Airport, the MLB facility regularly hosts very large visitors. Most of the qualities required in business aircraft operations are equally applicable to these extraordinary customers, although discretion, when your visitor is a giant freighter carrying a Korea Coast Guard helicopter or spacecraft, is less easily achieved.
“Over the last several years, Sheltair Melbourne and Melbourne Orlando International Airport have had the privilege of handling some truly unique aircraft, including the Antonov An-124 and Airbus Beluga. These remarkable aircraft play an important role in global operations and always draw a large crowd. We’ve had the opportunity to witness and be a part of some of their very unusual and impressive cargo operations, including everything from aircraft components to satellites,” says Phillips.
How does an FBO more usually accustomed to handling business jets – consider that even a Global 7500 is tiny compared to an An-124 – adapt to the demands of handling an airlifter with a maximum landing weight of more than 700,000lb?
Phillips explains: “It begins with having a great team and employees who are eager to take on new challenges and be part of something important and extraordinary. The second key is maintaining a strong relationship with the local airport authority; without their support, none of this would be possible. Third, the airport itself must be capable of safely supporting these operations. Having a runway over 10,000ft long and ample ramp space puts us in an excellent position to handle aircraft of this size and complexity.
“The fourth essential element is planning and communication. Some people treat these as two separate tasks, but in operations like these they’re practically one and the same. Many of the teams we work with are on the other side of the world, often five or six time zones away. That means late-night or early-morning phone calls, emails and video conferences. Asking every question you can think of is not only acceptable, it’s necessary. Good communication drives good planning, and good planning drives a successful operation.
“The fifth key factor is flexibility. Both the team and the airport must be ready to adapt, because something always comes up, and no two operations are ever alike. For example, one of our satellite missions changed roughly a dozen times, from arrival and departure dates to loading and unloading schedules, transport timing and even aircraft maintenance plans.”
Care and cooperation
Of course, while Sheltair Melbourne’s outsize operations are remarkable, the team more regularly supports medical flights and even light freight movements, using business jets and other general aviation types. Phillips has a deeply professional, thoughtful attitude towards MLB’s medical work.
“We regularly support medical flights involving both patients and transported human organs. These types of mission have become increasingly common in recent years, which is both positive and sobering. The positive aspect, of course, is that someone is being given a second chance at life. The difficult reality, however, is that such opportunities often arise because another individual has passed away. Because these operations are highly sensitive and private, it is essential not to draw unnecessary attention to them. But it can be challenging to maintain discretion when an ambulance arrives at an aircraft, since it naturally prompts questions from passengers in the lobby or from people on nearby aircraft. This is where a well-trained, professional staff is crucial, since they know how to manage these situations with respect, discretion and care.
“We have also handled countless just-in-time operations, many supporting the aviation industry to keep production lines moving. These missions can be highly stressful, often beginning late in the afternoon and extending through the night to ensure cargo is offloaded, processed, and airborne again before factory operations would otherwise come to a halt.
“Ultimately, whether we’re handling a massive freighter, a medical mission or last-minute cargo, it always comes back to the same core principles: meticulous planning, exceptional employees and unwavering dedication.”
Its long runway and ample space lend Melbourne Orlando International Airport to outsize freight operations and while Sheltair Melbourne’s involvement is therefore down in part to fortunate geography, there is also strength to be derived from the FBO’s place in the wider Sheltair family, for this really does feel like a family operation. Whatever the task, there is likely someone in the wider organisation with help and advice to offer Phillips, and he has already found his own experience useful elsewhere in the group.
“Owing to the numerous Antonov operations the Sheltair Melbourne team has successfully managed, I was contacted by the General Manager at the Tampa location for guidance and support for an upcoming Antonov mission they were scheduled to handle,” Phillips enthuses.
“We discussed every aspect of the operation, including required ground support equipment, staffing needs, estimated fuel uplift, parking coordination, security considerations and a realistic timeline for how long the operation would take. I assured them that I would assist to help ensure everything proceeded smoothly. Through thorough planning and clear communication, we executed the Tampa mission successfully.”
Interestingly, after experiencing Sheltair’s expertise at Melbourne and Tampa, Phillips reports, “…the Antonov operations planners and managers asked where else Sheltair operates that could support their aircraft. As a result, we have built a strong working relationship with this unique cargo operator and look forward to supporting additional operations with them in the future.” All of which means that Sheltair’s FBO customers perhaps ought to add ‘ability to move satellites’ to the list of what they expect from the very best FBOs.