Signature Aviation’s global FBO chain includes more than 130 locations in the US. Derek DeCross, Chief Commercial Officer, and Jim Hopkins, SVP, Airport Relations, explain how the company delivers consistency of service without losing the unique character of each site
Signature Aviation operates many FBOs in the US. Does every location include a terminal building? Is the same baseline set of passenger, crew and aircraft services available at every location?
DeCross: Almost all our US locations include dedicated terminal facilities designed to serve both passengers and crew, and every Signature location is built around a consistent baseline of core services and safety standards. That includes professionally trained airside experience teams, fuelling, hangar and ramp space where available, ground transportation coordination, catering support, crew lounges, passenger hospitality spaces and secure, efficient aircraft handling.
Our commitment to safety, operational excellence and hospitality is consistent everywhere. We have industry-leading operating procedures, training programmes and service expectations across the network, so crews and operators know what they can rely on when they arrive at a Signature location, whether it is a major hub like Teterboro or Van Nuys, or a key regional airport.
On top of that baseline, individual locations may offer expanded amenities depending on the market, such as premium lounges, conference rooms, customs facilities, maintenance capabilities, or enhanced hangar infrastructure.
Signature Aviation guarantees consistent service standards and branding across its US locations, but how do you avoid setting an overly corporate tone? How does Signature strike a balance between consistency and local influence?
DeCross: Being predictably exceptional is critical in our business. However, that consistency does not come at the expense of personality or place. Our teams are trained to deliver the same high standards of safety, professionalism and elevated guest experience, while still reflecting the unique character of the local community they serve.
You can see that in how our facilities are thoughtfully designed – we incorporate local materials, artwork and design cues – as well as in how our teams engage with based operators, visiting crews and community partners.
Our general managers and frontline teams are empowered to build relationships locally, support community events and tailor the guest experience, while still operating within Signature’s global standards. That balance between scale and individuality is something customers consistently tell us they value.
How has Signature Aviation’s US FBO chain grown? What is the overriding strategy for choosing locations?
Hopkins: Our growth has been driven by a combination of new builds and acquisitions, guided by a consistent location strategy. We look at where expanding Signature’s global network will most benefit our guests. Listening to our guests and understanding their needs has led us to establish the industry’s leading network of more than 200 FBOs and benefits for our residents as they travel between Signature locations.
In many cases, these locations require capital improvements and operational enhancements that we’re uniquely positioned to deliver. Just as important, we approach every location first and foremost as a hospitality business – not simply a general aviation services provider. Even our language reflects that mindset: we welcome ‘guests’ and ‘residents’, not just passengers and tenants. We think carefully about how guests move through the facility, how the space feels, and the small details that shape their experience, from premium products like Lavazza coffee and Le Labo soaps and lotions, to thoughtfully designed lounges and private areas.
That same hospitality focus extends to our people. We invest heavily in recruiting and training team members who are passionate about service, because delivering an elevated experience is what differentiates us. Our goal is to remove friction from travel while ensuring every interaction reflects our commitment to Elevate Every Moment – for guests, crews, operators and airport partners alike.
This focus allows us to add value in markets where expectations are high or challenges exist, build trust with based customers and create a strong foundation for sustainable growth.
What makes Signature’s offer special? Why do crews choose your US FBOs? Why do passengers choose them? And why do operators choose to base aircraft with Signature?
DeCross: At its core, Signature is about removing friction from travel and operations while elevating the experience for every guest, crew member and operator.
Crews choose Signature because they know they will encounter highly trained teams, consistent safety practices, quick turns, transparent communication and spaces designed with them in mind, from comfortable dedicated pilot’s lounges to elevated amenities and reliable ground support.
Passengers choose Signature because we treat the terminal as the front door to their journey. They experience calm, privacy, thoughtful hospitality, and seamless coordination of everything from rental cars and catering to luggage handling. Our teams understand that for many travellers, our private terminals are their first and last impression of a trip.
Operators base aircraft with Signature because of the depth of our network, the reliability of our operations and our ability to support growth over time. That includes hangar solutions, long-term partnerships, sustainability offerings such as SAF access at many locations, digital platforms like Signature Vision that simplify reservations, pricing visibility, trip planning across the network and programmes like BRAVO that recognise and reward frequent operators while providing tailored benefits for small and mid-size fleets. TailWins, our loyalty programme for pilots, is very popular and changes are underway to make it more rewarding than ever.
What ultimately differentiates us is scale combined with hospitality. We operate the largest network in the world, but we work very hard to ensure every guest, crew member and operator feels known, supported and confident that their experience will be exceptional every time they fly with us.