Serving private and corporate passengers in business aviation requires a team of people who are completely engaged in delivering the kind of customer service experience that Clients will want to enjoy time and again. After all, they’re paying a premium for something they expect to far exceed what even the most elite commercial business class can. And most importantly, if you are providing the charter service you want them to come back to you for their next trip.
We regularly meet Clients from all over the world and we’ve discovered that there are a few things that are commonly requested by this uncommon group of travelers. Here are 3 things we hear about all the time:
- Beds. Yes, at the top of the most requested list is to have an aircraft with comfortable beds, preferably in a private bedroom. This certainly makes sense for long haul flights, overnight travel and movement between time zones. Passengers want to arrive at their destinations ready to work or play without the lack of proper rest created by uncomfortable seats or crowded compartments. However, the funny thing is that beds and bedrooms remain a top request even on short flights! We’ve often seen the request fulfilled and the bed or bedroom never actually used during the flight. In this case sometimes prestige rules over common sense. Take our advice on this one, don’t ask for a bed if you won’t need one. It will likely result in a more expensive aircraft and therefore higher fees and travel costs for you and your travel companions.
- Superior Meals. While flying the skies over Europe to multiple destinations, we’ve learned that our clientele are really not interested in a heated up food service tray for dinner. This class of traveler is looking for fine dining version of the mile-high club. They will go so far as to request meals delivered by some of their favorite top end restaurants prior to take off at various departure points. The service provider who can help them live this particular dream has the opportunity to take their customer experience to new levels. Levels that create repeat business.
- Devices and access to content. It’s a wireless world of connected customers who are addicted to staying in touch, staying informed and being entertained at the touch of a screen. They also have a preference for privacy so often prefer this information to come on a personal device or tablet. They want their charter service to be prepared with appropriate technology that lets them customize their experience. This includes better than good wifi, access to the latest movies and connectivity to their favorite news sources and social media. Charter providers will want to make sure their fleet is well equipped and regularly updated with devices and tech.
As the world of the elite traveler expands with more and more corporations and private citizens discovering the benefits of private flight, so will the demands for specialized services designed to increase enjoyment and prestige. Our best advice for providers is to remain highly flexible and creative in meeting and exceed the needs of our industry’s patrons.