Ground handling is a multifaceted aspect of aviation operations that encompasses a diverse range of services critical to the seamless functioning of air travel. From the moment an aircraft touches down until its departure, ground handling teams orchestrate a series of tasks with precision and efficiency. This intricate process involves coordination between various stakeholders, including crew members, ground personnel, and trip support companies, to ensure a smooth transition between different stages of the operation.
When an aircraft arrives at its destination, whether it be a general aviation terminal, lounge, or fixed-base operator (FBO), ground handling services swing into action. Passengers are greeted with meet and greet assistance, expediting their passage through immigration, security, and customs procedures. They are then escorted to their designated transport vehicles, marking the completion of a seamless arrival process. This highlights the complexity of ground handling operations, which require meticulous coordination to account for all moving parts and ensure a positive passenger experience.
Experienced trip support companies, such as Icarus Jet, understand the nuances of ground handling services and tailor their offerings to meet the specific requirements of each customer. They possess comprehensive knowledge of airport capabilities, terminal facilities, and local regulations, leveraging a network of vendors to optimize efficiency, control costs, and enhance transparency. This underscores the importance of partnering with a reputable team of professionals to handle ground-handling needs effectively.
Ground handling encompasses a wide range of services that are essential for the efficient operation of private aviation. These services include aircraft turnaround, passenger assistance, ramp operations, safety and security protocols, and customer service initiatives. Let’s delve deeper into each of these aspects to understand their significance in the context of private aviation operations.
Aircraft turnaround is a critical process that ensures all necessary tasks are completed within the allocated timeframe, allowing the aircraft to depart safely and on schedule. This involves coordinating various activities such as passenger and baggage handling, refueling, cleaning, catering, and maintenance checks. Ground handlers work diligently to minimize ground time and optimize aircraft utilization, enabling private jet owners to adhere to their travel schedules and maximize operational efficiency.
Passenger assistance is another essential aspect of ground handling in private aviation. Ground handlers facilitate check-in procedures, provide boarding assistance, and manage security processes, addressing any special requirements or concerns of passengers. By delivering personalized services and ensuring a seamless travel experience, ground handlers contribute to customer satisfaction and loyalty.
Ramp operations play a crucial role in managing the movement of aircraft on the ground. Ground handlers oversee tasks such as aircraft marshaling, parking, and towing, working in coordination with air traffic control and ground control to ensure safe and efficient aircraft taxiing. They also operate ground support equipment (GSE) such as tugs, baggage carts, and ground power units (GPUs), which are essential for aircraft handling.
Safety and security are paramount in private aviation, and ground handlers play a key role in ensuring compliance with regulatory requirements and implementing robust safety protocols. They conduct security screenings, collaborate with authorities, and adhere to aviation regulations to safeguard passengers, crew, and aircraft. By prioritizing safety and security, ground handlers contribute to the overall safety and integrity of private aviation operations.
Customer service is a cornerstone of ground handling in private aviation, with ground handlers striving to enhance the overall travel experience for passengers. This may involve offering lounge facilities, VIP services, ground transportation arrangements, and other personalized amenities. By delivering exceptional customer service, ground handlers help differentiate their clients in a competitive market and foster long-term loyalty among passengers.
While ground handling services are essential for the smooth operation of private aviation, they also present challenges that must be overcome to ensure consistent service delivery. Adverse weather conditions, tight timeframes, security concerns, and unforeseen events can all impact ground handling operations. However, with skilled teams, effective communication, and robust contingency plans in place, these challenges can be managed effectively.
In conclusion, ground handling is a critical component of private aviation operations, encompassing a wide range of services that are vital for ensuring operational efficiency, flight safety, regulatory compliance, and customer satisfaction. By partnering with experienced trip support companies and reliable ground handling teams, private jet owners can navigate the complexities of ground handling with confidence, knowing that their needs will be met with professionalism, efficiency, and attention to detail.
FBOs are private jet terminals, but unlike airlines and airport terminals, you have a choice and they aren’t everywhere. Here’s what you need to know before your private jet flight
FBO is short for Fixed-Base Operator. In simplest terms, they are private jet terminals. When you book a private charter flight, your broker or operator will typically advise you which FBO your flight will be departing from.
What do FBOs do?
Fixed-Base Operators offer a lounge for passengers departing and arriving on private aviation flights at that airport. However, their principal revenue source is gas stations for private jets.
They provide crew lounges, weather and flight planning assistance, and some facilities at major international airports even offering sleep rooms and showers. Some FBOs also have hangar and office space. Some also provide maintenance, management for aircraft owners, and charter services. Charter brokers and other related businesses serving business aviation often lease office space, the former so they can meet and greet local clients.
Do all airports have FBOs?
Private aviation in the U.S. accesses over 5,000 airports compared to less than 500 that are served by the airlines. However, not all airports have FBOs. In those cases, your charter operator uses a local handling company. Generally, there will still be a waiting area for passengers.
Is there more than one FBO at an airport?
Like a busy intersection of highways have multiple gas stations, busy private aviation airports have multiple FBOs. In airports with high volumes of private jet flights like Teterboro Airport serving New York City and Van Nuys Airport in Los Angeles, there are as many as six Fixed Based Operators. It’s not uncommon for even smaller airports to have at least two FBOs.
What passenger facilities do FBOs offer?
Basic amenities are a seating area with comfortable chairs and end tables where you can wait for other members of your party to arrive and meet your pilots. There is also free WiFi and toilets. If you are flying on turboprops, light, or even midsize jets where the onboard lavatory may be cramped or limited, most fliers like to make a stop before they board to freshen up.
From there it varies widely. Private meeting rooms are fairly standard. Some FBOs offer shower facilities, movie theaters, gift stores, duty-free shopping, car rental desks, concierge services, and even customs and border facilities.
What type of food and beverages are offered?
If you are used to international first and business class lounges on airlines like Cathay Pacific, Emirates or Lufthansa, you may be disappointed. Typically you will find bottled water, coffee, and perhaps a popcorn maker on a complimentary basis.
Beyond that there are sometimes complimentary candies and packaged snacks. Think pretzels and biscuits. More often, sodas and packaged snacks are offered via vending machines.
Some FBOs have restaurants or a coffee shop designed to serve the local airport community, but open to passengers as well.
Who chooses the FBO?
While you choose the airports you want to fly into or out of – one of the benefits of private travel, your operator will select the FBO. This is typically based on contracts they have for purchasing fuel. Remember, FBOs are gas stations for private jets.
Fun Fact: In the days before private jets had the range to go nonstop from coast to coast, refueling stops in Kansas and Nebraska competed for pilot loyalty by offering free steaks and other perks.
Can I request a different FBO?
Most operators will allow you to select a different FBO, however, there might be a surcharge, typically in the hundreds of dollars.
Are FBOs at an airport all located together?
FBOs are often on the opposite side of the airport from passenger terminals, and are sometimes distant from each other, as in miles apart. If you are arriving on an airline flight and then switching to a private jet or vice versa, make sure to find out in advance how far they are, and the best way to transit between the two.
Where do I park my car?
FBOs generally have complimentary parking spaces allotted for charter customers who want to leave the cars. In some cases, it is in a secure area. Some FBOs also provide valet parking. As soon as your operator or broker provides you the FBO information for your flight, it makes sense to call ahead if you are going to need any extra services.
How can I find the FBOs at the airport I’m flying from/to and where they are located?
I subscribe to the paid edition of Ac-u-kwik, a worldwide guide to FBOs and handlers. You probably don’t need to. Location maps and basic information is free. FBOs change hands from time to time, new ones open and old ones close or relocate on the airfield. I find information on airport websites and even via Google can be out of date, so if you have special requests, call to verify.
Will my car service have trouble finding the FBO?
The passenger lounge areas of FBOs are often tucked next to or behind hangars or in between what might look like a series of office buildings. Google Maps is a good tool, however, if I am going to an FBO I haven’t visited I call for directions. I also ask if there are any special instructions if I am being picked up. I’ve found in a number of cases the location drivers might get from their Uber or mapping apps aren’t accurate.
Do I need to arrange transportation in advance?
Most brokers or operators will offer to arrange ground transfers when you book at an added expense. Pilots will often ask as well when they meet you, so if you need transportation, they can take care of it. While big-city folks like me assume Uber, Lyft, or at least taxis are everywhere, I’ve arrived at rural airport FBOs where I needed to wait the better part of an hour for a local taxi service. That’s right, no rideshare drivers available.
What about being dropped off or picked up directly from the private jet?
Planeside drop-off and pick-up varies by airport and is based on security rules for that airport, so always subject to change. It’s less likely at airports where there are also commercial airlines, although that also varies. As mentioned, if you are flying on small private jets or turboprops, you will likely want to use the restroom in the FBO to freshen up before and after your flight.
When I arrive at an FBO, what happens with my luggage?
A member of the FBO will assist you. If it’s not a busy FBO, you may have to go inside and ask for assistance at the reception desk. As always, don’t leave valuables in luggage that will be out of your control. While chances of theft are slight, take the same care as when you check-in to a hotel.
The FBO will coordinate loading the luggage with your flight crew, so you don’t have to do a thing. Some private jets have luggage compartments that are not accessible from the cabin, so if there are specific bags you want with you, make sure you specify. Of course, once you get to the plane, if you need a bag in the cabin, your pilots will be happy to get it from the hold prior to departure.
How do I check-in for a private jet flight?
When you get to the FBO, go to the reception desk and let the staff know you are looking for your pilots. Unlike airline flight numbers or passenger record locators, the identifier you will use is the tail number of your aircraft. Your operator or broker should provide you this around 24 hours before departure if not sooner, sometimes when you book. When you get your tail number, you might be able to track it and see where it is coming from via FlightAware.
What about security when traveling by private jet?
In the U.S. all passengers on a Part 135 charter flight, either on-demand or via jet cards, will need to provide current and valid government-issued IDs. They’ll also have to be on the passenger manifest, so make sure if you want to add passengers you do so with your broker or the operator in advance. In airports outside the U.S., there may be additional screening, including luggage and full-body scanners.
Who owns the FBOs?
FBOs are a mix of independent, locally owned and operated businesses, franchises, and chains. In some cases they are operated by the airport authority, however, most operate under a license from the airport or local government. Signature Flight Support is the largest with over 200 locations across the Americas and Europe. Atlantic Aviation has over 50 locations in the U.S. Million Air with about 25 private terminals is known for having plush lounges (Houston Hobby terminal pictured in the header) and upscale refreshments. Signature tends to be more utilitarian.
Jet Aviation and Clay Lacey Aviation, which both offer jet card products, also operate FBOs in several locations.
NetJets and Flexjet have their own private lounges at busy airports like Westchester Country, Teterboro, and Palm Beach, generally as a separate entrance to an FBO. Jet Linx operates its own terminals exclusively for its aircraft owners and jet card customers in 19 markets.
These lounges typically offer more significant snacks as well as complimentary sodas, juices, wines, and spirits. You can even request your favorite libations. Jet Linx will valet and detail your car while you are away, having it ready for you when you return.
Source : https://privatejetcardcomparisons.com/what-is-an-fbo-explaining-fixed-base-operators/
Spending time at the airport is increasingly associated with high levels of stress and anxiety as a consequence of long queues, intense security checks and delays. A study conducted last year by David Lewis, a neuropsychologist from research consultancy Mind Lab, even compared the stress of using an airport to driving in Formula One.
With forecasts from the International Air Transport Association (IATA) expecting global air passengers to reach 7.8 billion in 2036 and growing capacity issues being raised in some leading airports including Heathrow, stress levels are only likely to increase.
As airports and other industry stakeholders assess different options to deal with this issue, one of the most popular solutions is offering VIP services.
In November 2018 for example, Stockholm Arlanda Airport inaugurated its new VIP service premises, an area entirely designed to help passengers relax and enjoy their travels without hectic queues and long waiting hours.
Similar suites are available in some of the major airports in the world, like Los Angeles, which offers an entire compound that serves as its own private terminal for celebrities and members.
Over the past few years, these options have enjoyed increasing success, leading other airports to open their own private suites and create a number of affiliated services that go beyond the airport experience and assist travellers throughout the entirety of their trips.
LAX’s Private Suite
So far the only private remote terminal in the US, with a similar one soon launching in New York, LAX’s Private Suite is probably the most famous example of a VIP airport.
Members and non-members willing to pay between $2,700 and $4,000 are invited into this private area of the airport where they can use one of the ten individual suites, private TSA screening and direct transportation to the aircraft, as well as many other premium services.
According to a spokeswoman for the suite, the facility has been equipped with a number of premium features – including en-suite massages, a private spa, manicures and an outdoor playground – where they can feel relaxed ahead of their flights. “We have successfully eliminated the entire ‘airport’ experience at LAX, while traditional VIP services in the US typically involve a meet-and-greet at the curbside and an escort to jam-packed security lines, airline lounges, and gate areas.
“Airports have become too crowded, too unpredictable and too stressful,” she says, adding that the suite’s goal is therefore to turn “the traditional departure and arrival experience upside down”.
But since that’s not just something that VIPs experience, the Private Suite is also looking to expand its client range to a broader (though still considerably wealthy) audience: “While the traditional airport experience does not distinguish between the needs of different travellers, we are exploring ways to offer tailored services and products to discerning customer segments, such as business travellers and diplomatic missions,” she says.
All-inclusive concierge services with Blacklane PASS
While Private Suite considers extending services to business travellers, Blacklane PASS – a service of the company Blacklane – has made them its main customers.
Launched earlier this summer following a pilot programme, Blacklane PASS is part of the so-called “airport concierge companies”, which provide services such as the ride to an airport, fast-track through security and assistance to travellers who want to avoid the airport hassle.
In a recent interview with Bloomberg, Michael Holtz, the owner of SmartFlyer, a global travel consultancy specialising in airports and airlines, said that at least ten of these concierge services have been launched over the last three years.
“There is definitely a trend towards making anybody’s time more comfortable at any airport, though it obviously depends on the size of the airport,” explains Blacklane PASS director Adam Homfray, adding that airports are working to make their guests comfortable and fully experience their services.
This is something Blacklane PASS is exploring. Being experienced in the world of car services, the company has learnt that the more inclusive the service, the less stressful travelling will be for its clients. “We’re trying to make everything easier for the business traveller, not just in the airport but also when booking – very much in the same way as we did with Blacklane,” explains Homfray.
“We’re trying to make everything easier for the business traveller.”
“If you’re travelling to an airport you’ve never been to, up until now you’ve always had to work out who is the local provider in each individual airport, and that is a stress part that we’re taking out.”
Achieving this has meant making contact with airport authorities, airlines, security providers and gathering a network of escorts that assists customers through every step of their trip in considerably less time compared to regular standards. “We’ve got expertise at the airport,” says Homfray, “and our people know how much time you’re going to need depending on the flight, the time of day, the day of the week,” eliminating the need to go to the airport two hours ahead of the flight.
The cost is $200 for the first person and $100 for each additional person, and although Homfray reiterates his company’s focus is on business travellers, families and elderly people still make up for between 30% and 40% of the customers.
“They just want help in the airport and come to us because we’re easily findable on Google, whereas competitors may not be. So what we’re trying to do is extend the peace of mind that we provide in the Blacklane car, so that travellers can have it not just in the car but also within the airport.”
High-end services at Heathrow Airport
Although acknowledging the growing popularity of airport concierge companies around the world, Homfray also claims that this has led many businesses to launch even higher-end services specifically tailored for celebrities and VIPs.
“Airport VIP Services has been serving Heathrow’s celebrity passengers for over ten years.”
This is the case of Airport VIP Services, a concierge company that has been serving Heathrow’s celebrity passengers for over ten years.
Director Mohammed Ali Jaflelah launched the service after working for an airline’s public relations department for more than 25 years. A good deal of his job had to do with VIP travellers, who he claims “asked on a daily basis about meet and greet services providers at Heathrow Airport but back then, there were no such services at the airport, so when [me and my business partner] came to the end of our services with the airline, we saw a lot of demand and a business opportunity.”
Airport VIP Services provides similar services to other airport concierge companies – from meet and greet to assistance with luggage and through security checks – though Jaflelah has found the gap in the market in his customers, which are mainly passengers from the Middle East and members of the royal families in the Arabian Gulf.
Having served them during his years in public relations, he claims he was able to build strong relationships with them and involve them in his concierge business up until present: “I have been in this business for over ten years, so I was one of the first service providers at Heathrow and I have numerous contacts in the Middle East, so I identified where my market is back then.”
Source : https://www.airport-technology.com/features/vip-airport-services/
Why bother with long airport security and immigration lines when you can hire a personal escort to whisk you straight to the front? It’s a promise that a growing number of airport concierge companies make to fliers, whether they’re departing or arriving. These companies offer their services in airports globally and are independent of airports and airlines (they have permission to operate in the airports where they sell their services).
According to airline and airport analyst George Hobica, who has used a handful of these services, they’ve become more popular in the last several years as airports have gotten busier. They’re ideal for travelers, he said, who get irked if they have to wait in long lines, need help navigating their way through an airport or have a tight connection where time is of the essence. “If you’re the kind of person who likes to get on the plane just as its closing its doors, booking an airport concierge is a good idea,” he said. “The service also makes you feel like a VIP.”
Those who have an international departure and are flying in economy class may particularly benefit from an airport escort, Mr. Hobica said, because they’re required to arrive at the airport three hours in advance and have to contend with longer security lines, compared with business and first class fliers who usually have separate security lines. “An airport escort can save you a lot of time,” he said.
One example of an established company that provides airport escorts is Royal Airport Concierge. Started in 2006, it now operates in more than 550 airports worldwide and relies on its own greeters as well as local companies for its escorts. Founder Ron Gorfinkel said that the type of service provided depends on the rules of the airport and the country. For a departure from Italy, for example, a greeter is permitted to escort departing passengers onto the plane and help them stow their carry-on luggage while fliers arriving into London’s Heathrow Airport have the option to be met at their gate and taken to customs and immigration in a golf cart, where they are fast tracked through the lanes. The company’s pricing varies but costs an average of $300 to $450 for up to four passengers.
Intrigued by the idea of getting star treatment at an airport because of a personal escort, I decided to try one from Blacklane, a Berlin-based company that launched an airport concierge service, Blacklane PASS, in August of last year.
The Basics:
Blacklane started in 2011 as a car service company and now offers escorts in more than 500 airports worldwide through Blacklane PASS. These escorts are either employed by the airport itself or with a local airport concierge company. Like Royal Airport Concierge, Blacklane provides services based on country and airport rules. But generally, according to chief executive and co-founder Jens Wohltorf, escorts fast track fliers through security, customs and immigration, carry their luggage and help process any VAT refunds. In addition, they meet arriving passengers at the exit of the plane and assist them through customs and immigration and baggage claim; they can even help arrange transportation and coordinate with a driver for curbside pickup.
The Cost:
The service costs $200 for the first guest, and $100 for every following person. Children two and under are free. While most fliers tip their escorts, Mr. Wohltorf said that giving a gratuity is optional and “absolutely not required.”
My Experience:
I booked Blacklane PASS for a recent trip from Paris Orly Airport to Newark Liberty International Airport for myself, my two children and my parents. I reserved the service online a week before our trip (first-time customers must reserve online but subsequent bookings can be made online or via phone) and received a text message from our escort, Reda (only permitted to use his first name), the night before our journey introducing himself and asking if I could text him when we were five minutes away from the airport so that he could greet us. He gave us a drop off point, and when we pulled up at the terminal, he was waiting at the curb and welcomed us with a smile. Reda loaded our four carry-ons and four check-in bags onto a luggage cart and led us to the head of the check-in line for our airline, La Compagnie. Granted, the line wasn’t unwieldy, but I did feel a moment of glee when Reda flashed his pass to an airline employee, who promptly allowed us to circumvent other passengers.
After checking in, it was time to claim a VAT refund for the shopping we had done while in Paris. Here’s where our situation got sticky: the employee- a lady- who we dealt with for the refund process told us that receipts for our goods weren’t sufficient to claim our refunds- we needed the actual items. Unaware of this rule, we had packed the bulk of our shopping in our check-in bags. The refund amount added up to more than $1,000, and we were remiss to let the money go. My father and I begged her to make an exception, but she held firm- no, items, no refund.
Reda interjected on our behalf and told her that we were airport VIP’s. After a pause, she relented and processed our refund. What would we have done without his help?
Onto security it was. The VAT process had taken longer than we had anticipated, and I was slightly anxious about time since our plane was scheduled to board in 20 minutes. But, I didn’t have to be worried: Reda led us to the fast track lane where there was no line at all. The regular security line, in comparison, looked considerably lengthy. “That’s probably around a 30 minute wait,” he said. He assisted us in putting our bags on the belt, went through the screening himself and had our luggage waiting for us at the other end. Security took less than five minutes, leaving us with time to use La Compagnie’s lounge.
Reda ushered us in, told us to relax and said that he would check on our flight and return when it was time to board.
We made our way to the plane 15 minutes later where we said our goodbyes and boarded our flight.
The Verdict:
Hiring an airport escort is undoubtedly a luxury that only a handful of travelers can afford. Their services may not be worth the cost in many situations, but given our experience at Orly, they can also be incredibly useful in others. And, admittedly, I did like getting preferential treatment at an airport. Who doesn’t enjoy feeling like a minor celebrity, even for a short while?
Source : https://www.forbes.com/sites/shivanivora/2019/10/30/airport-vip-services-are-they-worth-it/?sh=5af58f3b602a
