Wheels Up Experience Inc., a provider of on-demand private aviation, has launched a seamless, concierge-level customer engagement model that will deliver individualised, portfolio-wide travel solutions for any trip, from anywhere, to any destination in the world.
In a break from the industry standard, the company announced it has unified its full range of customer offerings under a single brand and organisational structure.
Wheels Up’s newly integrated commercial model will provide a single, personalised team to manage private aviation membership, global private charter, group charter, and hybrid private-commercial itineraries through a first-of-its-kind strategic partnership with Delta Air Lines.
These organisational changes bring together the Wheels Up and Air Partner brands in the U.S., which were previously supported by separate sales, marketing, account management, and service delivery organisations, as well as separate back-end platforms and processes.
This approach fully realises and delivers the breadth of the Wheels Up portfolio and reinforces the company’s commitment to a more streamlined, customer-centric, end-to-end aviation experience.
George Mattson, Chief Executive Officer of Wheels Up, said: “These go-to-market changes are designed to deliver a more seamless and personalised experience while leveraging the full breadth of our industry-first aviation solutions platform.
“By unifying our global membership and charter sales teams and our customer service functions, we will provide a consistent experience throughout the customer journey.
“The integrated, high-touch, service-driven model reflects our commitment to delivering an elevated and tailored experience on every trip, providing access to our full range of programmatic and global charter offerings and enabling customers to choose the right aviation solution and aircraft for every journey through a single point of contact.”
Under the new structure, customers are paired with dedicated, industry and regionally focused sales and service teams that own the relationship and support the customer end-to-end on every trip.
The integrated teams are responsible for sales, booking, trip support, and service coordination across every phase of the journey.
The new structure also aligns with the regional and industry sector structure of Delta Air Lines, enabling closer collaboration and co-location of Wheels Up and Delta sales teams jointly engaging with customers and prospects.