Aviation International News FBO SURVEY 2011 • THE REST OF THE WORLD Activity is in Slow Climb

Table of contents

Skynet pricing software 24 Survey methodology 30 Rockwell Collins Ascend 26 Up-and-coming FBOs 32 Top international FBOs 28 Asian FBO stars 32 FBOs see slow growth in European, Asian and Middle Eastern markets by Charles Alcock After a year of jittery one- reported month-on-month traf- step-forward-one-step-back- fic growth of between 5 and 10 #1 TAG Aviation Farnborough wards recovery in 2010, FBOs percent. Until the first quarter of in Europe generally saw more this year, the recovery still seemed far from straightforward. banks unwilling to accept the sustained increases in traffic patchy to many, with unpredict- FBOs are also reporting established seasonal fluctua- over the first quarter of 2011. able swings in traffic making it interesting fluctuations in aver- tions of the business, the past Growth in other international harder than ever for handling age sizes of aircraft handled. few months have been signif- markets outside the Americas operations to ensure they were For example, with more inter- icantly better. But privately, was stronger, but in most cases providing the right level of ser- continental traffic from North many FBOs are still complain- only because it is building on a vice in a cost-effective way. America, Asia and the Mid- ing about cash-flow problems fairly low foundation. Growth rates in Asia and dle East, many European FBOs resulting from having to chase Compared with one year ago the Middle East have generally are seeing growing numbers of too many customers for slow when AIN was preparing last been higher, but in most cases larger-cabin jets. At the same payment of bills. More custom- year’s special report on inter- that growth reflects the low time, new-generation light jets, ers, particularly charter oper- national FBOs, the outlook for starting point for business avia- such as Embraer’s Phenom 100 ators, are exerting increased those in the business aviation tion in these locations. Expan- and 300, are increasingly being pressure to suppress prices for handling sector is certainly ros- sion of traffic is certainly fueling employed in the air-taxi sector. highly bespoke services, which For an electronic version of this ier this spring. The uptick in FBO growth in these potentially Compared with the with- are by their nature expensive to report, and the complete survey optimism for this niche business promising regions, but in coun- ering economic climate FBOs deliver properly. results for the Americas (North, is manifest in a number of FBO tries such as China and India at endured in the Northern Hemi- South and Central America as acquisitions, partnerships and least, the process of rolling out sphere winter of 2009/10, when Survey High Fliers well as the Caribbean and U.S. expansions around the world. dedicated handling infrastruc- many smaller FBOs were being The annual AIN survey of territories), go to www.ainonline. In Europe, FBO managers ture for business aircraft is still harassed by creditors and international FBOs has once com/resource-center/. again seen a concentration #3 Harrods Aviation Luton of the well regarded bases in Europe’s busier business avia- FBOs now showing up in points tion airports, but also includes east, such as Hong Kong, Dubai, a number of shining stars from Istanbul and Moscow. farther afield. Managers from First the anti-climax: TAG these bases give their views in Aviation’s exceptional London- the articles below. area private airport at Farn­ Nearly 30 FBOs received the borough has once again topped minimum number of 30 responses AIN’s poll with an average rat- required to be included in AIN’s ing of 8.53. This put it mark- annual survey listings (see sur- edly ahead of the number-two vey methodology box on page 30). ranked FBO, the Hong Kong Many of the high-ranked facilities Business Aviation Centre with a are familiar names from business score of 8.18 (see story on FBOs aviation’s busier hubs such as in Asia on page 32). London, Geneva, Paris, Zurich The London market had four and the French Riviera. Others FBOs that achieved AIN’s min- point to business aviation’s future imum response rate. In addi- farther east, with high-flying tion to TAG Farnborough, there

0022 Aviation International News • AprilMay 2011 2011 • • www.ainonline.com www.ainonline.com was Harrods Aviation’s facility Salzburg Airport Services (6.71). leased it from the UK govern- the way of people wanting to supply company to rent a cou- at Luton Airport (8.05) and its In Turkey, Gozen Air Ser- ment), has also been cleared to use their aircraft. The facili- ple of tractors to be deployed to local rival Signature Flight Sup- vices (7.08) made it into the full boost annual weekend move- ties were designed with the cus- sweep Farnborough’s taxiways port (7.54). Below them, with AIN survey listings for its Istan- ments from 5,000 to 8,900 over tomer in mind, and our employ- and runway at short notice. an aggregate score of 6.85, was bul Ataturk facility. Close to the same time frame. ees have been recruited for that Farnborough was closed for less Biggin Hill Airport’s own Exec- it in the rankings were Abelag This year, TAG will increase the same purpose. Everyone here than one day this past winter. utive Aircraft Handling division Aviation (7.07) in Brussels and overall movements limit to 31,000 understands that this is truly a “We are under no illusion that (6.85), which now competes with Amsterdam’s KLM Jet Centre and the weekend limit to 5,500. bespoke service and that it is not FBOs at other airports are [not] two other handling providers–Jet (7.06). Hamburg’s Service Peo- In 2012, these limits will climb in any way procedural.” developing their capabilities and Aviation and newcomer Rizon. ple, a former top-rated FBO again to 37,000 and 6,500 move- Part of this human touch is facilities as well,” said O’Reilly. Jet Aviation had a trio from in the AIN survey, scored 6.62. ments and will then keep increas- a pair of experienced concierges “We know that we have to raise its two dozen facilities worldwide Despite the growing volume of ing gradually through 2019. who meet everyone who enters the [service] bar every year.” in the published international Russian business aviation traf- The successful appeal rul- the building, quickly and tact- One part of this bar is the new rankings. Top among these was fic, there was only one Moscow- ing came just in time for TAG, fully addressing their needs. For a hangar complex that is set to open its five-year-old base at Dubai area FBO with more than 30 which was fast running out of British FBO, TAG Farnborough in September. It is the second of International Airport, with an responses in the survey–Vipport capacity at Farnborough. It also also boasts an impressive array three sets of three-sectioned han- average score of 7.79. Close FBO (6.05) at Vnukovo Airport. means that the company will no of multi-lingual staff. gars being built under a plan behind it were the Switzerland- The up-and-coming list of longer have to turn away some This focus goes beyond TAG’s approved in 2000. This will dou- based group’s Geneva (7.68) and international FBOs (see chart on weekend traffic. iconic Farnborough building. The ble Farnborough’s hangar space Zurich (7.31) facilities. TAG’s page 32) shows those facilities “It is not just about building NATS air traffic controllers who from 120,000 sq ft to 240,000 sq Geneva base was just ahead that garnered between 20 and a fantastic piece of infrastruc- run the private airport’s tower ft, and another 120,000 sq ft is of these last two with an aver- 29 responses. In some cases, the ture,” O’Reilly told AIN when under a long-term contract are due to be provided in the third age score of 7.89. Another high- phase of the development. The flier in Switzerland was ExecuJet #4 Signature Flight Support Munich TAG board had delayed the go- ­Aviation’s Zurich base (7.58). ahead for the second hangar with Signature Flight Support the onset of the economic down- had five of its bases in the top turn in 2008, but then opted to rankings. Foremost among advance with its long-term invest- these was its FBO at Munich ments in the site. International Airport in south- ern Germany (7.91). After its New Owners, Same Aviation London Luton base came those Passion at Harrods in Shannon (7.26), Paris Le It is now a year since sover- Bourget (7.24) and Nice-Cote eign-wealth fund Qatar Hold- d’Azur (6.79). The Shannon ing acquired the Harrods group facility, located on Ireland’s west for approximately $2.3 billion. coast, is benefitting from the air- Alongside the company’s Har- port’s arrangement for the U.S. rods department store, Harrods Customs and Border Protection Aviation is a relatively small agency to allow pre-clearance of subsidiary that joined the group immigration and customs pro- in 1995 when the store’s former cedures for flights to the U.S. It owner, Mohamed Al Fayed, is currently the only airport in acquired Hunting Business Avi- Europe to offer this provision. ation (then trading as Metro The French capital boasts average scores of these opera- asked for the secret to TAG well versed in the particular Business Aviation). Last year, three other highly ranked FBOs. tions were higher than for FBOs Farnborough’s continued pop- needs of Farnborough’s users. there was some concern among Dassault Falcon Service topped in the 30-plus rankings but an ularity. The house that TAG “They understand the tempo Harrods Aviation employees the local rankings with an aver- insufficient statistical foundation built at Farnborough is one of and rhythm of a business avia- that the company would be los- age score of 7.77. Close behind to make it to the top table. the world’s most architectur- tion airport,” explained O’Reilly. ing Al Fayed’s personal pas- was Universal Aviation (7.65) ally impressive FBOs. But what “Our controllers are used to the sion for private aviation, but and Landmark Aviation (7.31). TAG Farnborough Going really sets the airport apart is idea that our passengers will be sales and marketing director The top-rated FBO on France’s Strong and Now Unshackled the fact that from the day TAG ready for an expeditious takeoff Will Holroyd insisted that Qatar well heeled Mediterranean coast TAG Aviation Farnborough took over its management of within just 15 to 20 minutes of Holdings is no less committed is Swissport Executive Aviation’s CEO Brandon O’Reilly was the former military base it has arriving at our front door.” This and is eager to further advance facility at Nice-Cote d’Azur (7.47). delighted that the facility once been dedicated to serving busi- is a marked difference with larger the Harrods brand in aviation. Along the coast, Cannes-Man­ again topped AIN’s FBO polls. ness aviation traffic and this is major city hub airports where At the London-area Luton delieu Airport’s own handling But his delight was probably reflected in every aspect of the bizjets have to dance to the beat Airport, the Harrods FBO division scored a 6.33 average. greater still on hearing another way it is run. of an airline-led drummer. has been seeing average traffic Italy has two FBOs in the list: more significant verdict issued “Its location–within striking This fundamental difference growth rates of 5 percent over the Eccelsa General Aviation (7.04), earlier this year when the UK gov- distance of a truly world city– in attitude also manifested itself past 12 months. “We are seeing a serving Sardinia’s exclusive Costa ernment accepted TAG Aviation’s makes it a compelling proposi- this past winter when an excep- slow build-up of traffic again,” Smerelda; and the Universal Avi- appeal against an earlier local tion,” said O’Reilly. “It was de- tional snowfall brought Britain said Holroyd. “It has been fairly ation facility at Rome’s Ciampino government decision to block veloped specifically with the to a halt. Unlike major airports steady and any increase is good.” Airport (6.91). its proposal to increase annual business aviation customer in like Heathrow, whose response What’s more, the aircraft that Moving eastwards, at 7.25 movements at Farnborough mind as a private airport with to the snow was found to be the Harrods Luton team has Vienna Aircraft Handling from 28,000 to 50,000 by 2019. absolute discretion. Everything woefully inadequate, the TAG been handling of late have gen- scored higher than both of the The airport, for which TAG now is done to ensure speed and ef- team had thought ahead, mak- erally been larger, with more Italian FBOs. Also in Austria is has freehold (having previously ficiency so that nothing gets in ing a deal with a local farm Continues on next page u

www.ainonline.com • May 2011 • Aviation International News 23

#5 TAG Aviation Geneva #6 Jet Aviation Dubai uContinued from preceding page security requirements that have seen com- Luton we have two competitors [Signa- and retain people with this level of com- intercontinental jets in the class of the panies having to buy explosives-detection ture Flight Support and Ocean Sky], each mitment and the right personality to meet Bombardier Global Express. This grade equipment and train staff to use these with a different style of service, and cus- the rarefied service needs of business air- of traffic means more work and increased devices or search bags manually. tomers notice these differences,” he told craft operators and their passengers. equipment requirements for an FBO, “We can’t necessarily pass these costs AIN, explaining that having the right lev- Signature doesn’t take employee engage­ including the need to have tow bars of dif- on to our customers because many of them els of staffing available at all times is a key ment for granted and has been rolling out ferent dimensions. Of course, larger air- still want a break on [handling] rates,” said service differentiator. an extensive training program over the craft do generate larger handling fees and Holroyd. “We are firm on this, offering a past 18 months to bolster this. “It starts Harrods calculates its rates based on the good price for incredible services.” Engaged Staff and Technology with the service ethic, our Signature Ser- aircraft’s footprint on the ramp, rather Harrods’ Luton FBO tends to see a are the Tools of Signature’s Trade vice Promise, which is our commitment than simply weight, because ramp space high concentration of transatlantic traf- At Signature Flight Support, people to customers as to how they are going is a precious commodity. fic, while the base at Stansted is generally and technology are the keys to ensuring to be treated, that they are going to have According to Holroyd, one factor in more popular with operators from the consistently high levels of service at its fair and competitive pricing, that we will Harrods’ popularity with clients is its insis- Middle East and Far East. Stansted has more than 100 FBOs around the world. be ramp ready, that we will have clean, tence on having all its own ground sup- fewer movements than Luton, but many “A common theme for us is a high degree modern facilities and a compelling net- port equipment. “We have invested so that of the aircraft it handles are the largest of employee engagement in contribut- work,” Gibney told AIN. With the assis- we can be self-supporting and not depen- class of business jet, and the base also sees ing to customer service,” said Joe Gibney, tance of a five-star hotel chain, Signature dent on third parties for things such as tow a lot of charter flights carrying the UK’s managing director Europe, the Middle launched a training program called Ser- bars, toilet and water servicing vehicles,” top soccer team to games in Europe. East and Africa. What he means by that vice With a Leading Edge, delivered by a he explained. Harrods has also bought its According to Holroyd, the competi- is that Signature’s staff genuinely grasp network of regional trainers and also via own de-icing and fuel trucks at both its tion that Harrods faces in the London their personal responsibility to deliver on computer-based courses. Luton and London Stansted bases. area’s rich array of airport and FBO the service promises the company makes. There is an element of cultural rel- Like most FBOs, Harrods has been choices has been beneficial in stimulat- This might seem like a statement of the ativism to service. In a fine French res- facing rising costs. Foremost among ing the best levels of service and com- obvious but FBO managers have repeat- taurant, for example, an American guest these, especially in the UK, are increased mitment from its handling teams. “At edly told AIN how hard it is to recruit might feel that the waiters are ignoring him because they don’t keep asking him if he wants something every five min- utes. The French waiters, meanwhile, feel Skynet Puts FBO Pricing Out in the Open that this approach gives diners indiges- Before the financial crisis in the days of the money-no-object approach able to create accounts in which they nominate their preferred suppliers at tion and so prefer to hover in the wings to business aviation, the attitude of some FBOs when asked what handling any given location, with specified contracted rates linked to a particular FBO. rather than, as they would see it, hassle their guests with constant interjections services would cost was a rather snooty, “If you need to ask the price, it’s This should be more efficient for larger companies responsible for signifi- and unsolicited advice about the menu. probably not for you, sir.” Preposterously inflated prices and widespread in- cant volumes of traffic through particular locations in that they will not have The guest leaves frustrated and the wait- consistency and lack of transparency were all too common in the industry. to specify a particular rate with a particular service provider each and every ers leave without a tip, with neither side But increasingly operators are watching the pennies and want to know exactly time one of their aircraft is in town. understanding what went wrong. what they are paying and what they are getting for their money. The trouble is that Skynet will also display the status of orders for requested services with col- “Excellent service is in the eye of the it is still hard to compare prices without contacting FBOs individually. or coding and confirmation of the agreed rate for each of these. The system beholder,” said Gibney, acknowledging That’s where a new system from start-up company Skynet comes in. can automatically reissue supply orders for these services in the event that a this factor. “So part of our training does The software is intended to allow operators to view real-time pricing for flight’s arrival times changes, following an update from the FBO or operator. involve making employees aware of what handling at different locations, as well as rates for associated services, The UK company has not yet finalized its complete pricing policy for li- is considered good service among all our such as ground transportation and catering. They can also use the system censes, with rates depending on the scale of the organization. For example, customer types.” to book handling directly with FBOs and handling agents, and this is their an FBO chain with 10 sites will pay a fee for each site but an unlimited num- The past 24 months have also seen main ­motive for signing up. ber of users will be able to log on at each site. FBOs will have the option of a technology drive around the Signa- Skynet managing director Tim Gill explained that the software allows all paying a larger license fee to build their own online store to market specif- ture network, with the group introduc- parties involved in managing a trip to have access to the information they ic services and goods. Eventually third-party service providers, such as local ing a new common customer relationship need, to make bookings and to store account information. This covers the concierges or limousine providers, will pay a small fee for posting their rates. management system to allow staff at any aircraft operators themselves, FBO staff, flight planners and third-party ser- In the first year, following a free trial period, Gill indicated that a sin- base to have instant access to informa- vice vendors. He claimed it is the only FBO management tool that allows gle-site FBO “of a reasonable size” would pay approximately £5,000 tion about the preferences of any given FBOs to upload all real-time prices, and it allows operators to complete a full ($8,000). This rate covers training and support, and in the second and client. Signature uses an online survey trip profile, including costs. subsequent years it would fall to about 25 percent of this (that is, £1,250 process to track customer loyalty by loca- “Since the recession profit is king [for aircraft operators] and esti- per annum). Skynet is also considering a pay-per-use charging option. tion. “We follow up with any customer mating prices doesn’t work anymore,” Gill told AIN. “In markets where Skynet is putting together a team of specialists to help initial users set up who indicates he is not satisfied, generally there is no competition [for handling], there is some tendency not to the system and input pricing data. on the same day, and the goal is to make sure that ultimately every customer is sat- quote prices, but operators are now demanding transparency as there Beta testing of Skynet has been under way for nearly three years, with isfied,” said Gibney. Over the past few is no longer so much fat on a trip.” By implication, FBOs that refuse to more than 400 users signed up for the free trials. This month, the company years, Signature claims to have raised its post prices will allow operators to draw their own conclusions as to why expects to announce a major international handling group as a launch cus- customer satisfaction levels from less than they will not publish their rates. tomer. Gill said his initial target is to have at least one FBO from each of the 70 percent to more than 80 percent. Operators and flight planners who are licensed users of Skynet will be 100 most-visited business aviation airports in the Skynet system. –C.A. Another recent development for the Continues on page 26 u

24 Aviation International News • May 2011 • www.ainonline.com

is right. He said that Signature’s work on the part of FBOs, Yildiz claims 50 percent of the market. UK-based public company par- said that his team serves these “It’s all about attitude,” added ent, the BBA Group, has given customers just as well “because Yildiz. “Everything has to be it a mandate to expand through you never know what their next done the right way, and continu- acquisition and organic growth. aircraft might be.” ity of staff really matters because Signature recently appointed TAG and its Geneva clients the clients are demanding.” Yildiz Karl Bowles a new sales manager now have to contend with the requires his staff to study the for the Middle East. He works need to get prior permission for “What makes a good FBO” and out of the Bahrain office of BBA landing as well as a slot. In busier “What makes a bad FBO” sec- sister company Dallas Airmo- times, the airport feels obliged to tions of AIN’s annual­ surveys to tive. Meanwhile, Gibney is pre- limit aircraft to just one night’s give them a vivid picture of what paring to relocate to the London overnight stay, with parking a makes their customers tick. area later this year to advance his particular problem during major Being sure he knows what plans for Signature in Europe, events such as the city’s annual makes his own staff tick and the Middle East and Africa. car show and Ebace. how to get the best from them is But TAG is making the best arguably the greatest challenge TAG Eases the Bizav Squeeze of Geneva’s constraints. Over for Yildiz and other FBO man- in Geneva the past year, it has built a new agers like him. But increasingly Business aircraft movements have bounced back more quickly #8 Jet Aviation Geneva at Geneva than at many other European airports. That’s the good news. The bad news is that capacity at the Swiss airport, where about 30 percent of traffic falls into this category, is becom- ing seriously constrained. The air- port management is supposedly working on a plan to deal with the squeeze but no one knows when #7 Dassault Falcon Service Le Bourget International this will be rolled out. This is the environment in Americas and Europe. Beyond which TAG Aviation’s Geneva Aviation International News this the company has an FBO operations and maintenance FBO SURVEY in Cape Town, South Africa, manager, Ertürk Yildiz, has to 2011 • THE REST OF THE WORLD and another in Hong Kong. strive to leave no client disap- uContinued from page 24 In recent years, rivals such as pointed. The average size of the 43,000-sq-ft hangar. This has he also has to resolve headaches Jet Aviation and ExecuJet have aircraft Geneva-based TAG han- allowed it to relocate the recep- imposed on him by the ever-shift- Orlando, Fla.-based group has made significant strides into the dles is increasing, with more tion area for maintenance cli- ing demands of regulators. been to build a global sales orga- key emerging markets of Asia Gulfstreams and Dassault Fal- ents from the main section of nization so that sales teams can and the Middle East, and Sig- con 7Xs on the FBO’s ramp. At the FBO to create more space Jet Aviation Hangs be more actively and person- nature appears to have been ret- the same time, charter opera- for handling customers. TAG is Tough On Service ally engaged with customers. icent to follow. tors, in particular, are increas- an authorized service center for “When the going gets tough, “We have plenty of technology Gibney refuted the sugges- ingly using new-generation light both Dassault and Bombardier it’s time to turn to the toughest” to assist us, but nothing replaces tion that Signature risks being jets such as Embraer’s Phenoms. business aircraft. is a rough translation of Jet Avi- relationships,” said Gibney. left behind and insisted that it While acknowledging that smaller By the end of May, TAG ation’s mantra, according to the Much of Signature’s net- will move into these fast-grow- aircraft represent less handling intends to open a new 2,150-sq- group’s senior vice president for work is concentrated in the ing markets when it feels the time income for not that much less ft crew rest area on the first floor MRO and FBO services, Christof of the FBO, alongside a pair Spath. The past couple of years Rockwell Collins Ascends to Global Support of conference rooms. It is also have been rough for those in the remodeling the reception area business aircraft handling sector, It is just over a year since Rockwell Collins acquired The former Air Routing operation has a 30-year pedi- to create a separation between and Spath believes that it is the flight planning group Air Routing International and gree in flight support, employing more than 90 staff in its crew and passengers to cater to financially stronger groups that rebranded the business Ascend Flight Information Solu- weather department, as well as 10 flight planning special- their different needs. have stayed focused on building tions. The Houston-based operation has had a lower glob- ists and almost 40 operations personnel. “We have a long But everyone in the business their brands and customer rela- al profile than rival Universal Weather & Aviation for many training process and a big database covering operations in knows that it’s not bricks and tionships that are best placed to years but that could be set to change as its new owner different regions,” explained Pahl. mortar that set FBOs apart emerge from the downturn. supports efforts to get closer to key emerging markets for What the Ascend teams find is that dedicated busi- from their peers. “You’ve got Spath acknowledged that business aviation. ness aviation support infrastructure generally exists only in to have the mentality of a five- some handling clients are under According to flight operations manager Matt Pahl, the countries that are receiving significant and sustained vol- star hotel,” Yildiz told AIN. pressure. “Some charter opera- “The client has the right to tors have been badly squeezed Ascend team in Texas can support operators around the umes of traffic. “The infrastructure will only improve when expect the best and, within the [on flight hour rates and oper- world at any hour of the day or night. They are support- this is warranted [by the volume of traffic,] so for now we legal limits, we do everything ating costs] and they have had ed by regional offices in London, Paris, Moscow and Bei- try to make the best of what there is,” said Pahl. “What mat- necessary to ensure that this to cherry pick FBOs based on jing, as well as a network of more local agents who can ters most is not the building but whether there is someone is what they get. Our competi- cost,” he said. provide back-up on the ground in countries such as Thai- there who can meet the needs of the passengers and crew.” tion is always just two meters Jet Aviation sets great store land, Taiwan and Vietnam. From Pahl’s perspective, traffic According to Pahl, most handling headaches start be- away, so we need to keep our by leaving its local FBO manag- levels have fluctuated in emerging markets such as Asia fore a flight arrives with arrangements for landing and customers and make them ers to establish and maintain the and have shown some significant increases over the past overflight permits, as well as for parking, being exception- feel good. We want them to tone of their facilities, to deliver six months or so. ally onerous and confused in countries such as India and feel that nowhere else are they a highly personalized service. “We do now have plans to establish some more opera- China. Managing expectations is a key part of the flight served better than here.” “We try to keep our people long- tions beyond Houston because some service items require support role, because companies like Rockwell Collins can Not so long ago, TAG was term to ensure that the brand more of a local approach,” Pahl told AIN. rarely control all the outcomes. –C.A. one of the smallest handling is delivered,” Spath explained. agents at Geneva, and now it Continues on page 28 u

26 Aviation International News • May 2011 • www.ainonline.com for the business aviation terminal there. International Airport, where growth is In the Middle East, Jet Aviation has already constrained. completed the development of its success- In mainland China, Jet Aviation has ful FBO at Dubai International Airport. conducted its own internal assessment of During May it will hold an opening cere- growth opportunities there and expects to mony for its new facility in Jeddah, Saudi make an announcement shortly. Arabia, which complements its estab- lished FBO in Riyadh. Falcons and Other Birds Flock to DFS One challenge Spath flagged is the real You don’t have to be flying a Dassault prospect of business aviation traffic being Falcon to get a warm welcome at the restricted at airports that have little or no French manufacturer’s Paris Le Bourget way to expand, such as Geneva and Dubai. FBO. If for no other reason than the stiff #9 Universal Aviation Le Bourget International He indicated that in some respects the competition among FBOs at what is argu- recent downturn in traffic has been “heal- ably Europe’s leading business aviation that the strength of its customer base is ing” for the FBO sector in giving compa- gateway, Dassault Falcon Service (DFS) Aviation International News founded on loyalty. Spath also believes nies some breathing space after a period of is highly motivated to provide a high stan- FBO SURVEY that the depth and breadth of the group’s utterly frenetic expansion. “We now have dard of service to any brand of jet. 2011 • THE REST OF THE WORLD maintenance capabilities is another key growth levels we can cope with and this The lounge in the dedicated execu- uContinued from page 26 factor in keeping operators coming back should be in line with healthy, stable devel- tive terminal overlooks the facility’s own to its international bases. opment of the market,” he told AIN. ramp space. The FBO is about to get ­“We have to have a training concept in At Geneva, Jet Aviation is close to mak- Jet Aviation still harbors ambitions upgraded with a modernization that will place so that our people have a holistic ing final decisions on how to upgrade, to expand more in the highly promising, equip the crew rest area with new high- view of services in connection with our expand and re-equip its facility there. Simi- but slow to take off, Asia-Pacific mar- tech armchairs. The exterior of the build- global network.” larly, at Zurich, the company is in talks with ket for business aviation. It keeps press- ing is also getting a makeover, featuring a Despite this, Jet Aviation believes the airport about a modernization program ing to have its own FBO at Hong Kong new paint scheme in Dassault colors. In response to operator demand, DFS Top International FBOs is increasing the size of its weekend shift Passenger Pilot Overall inside the terminal to support customers Rank FBO Airport City Line Service Amenities Services Facilities Average and is also extending the FBO’s hours on Saturdays and Sundays to 6 a.m. to 10 1 TAG Aviation Farnborough (EGLF) Farnborough 8.34 8.61 8.38 8.79 8.53 p.m. (from 9 a.m. to 7 p.m.). Ramp staff 2 Hong Kong Business Aviation Centre Hong Kong Intl. Hong Kong 8.23 8.20 8.03 8.28 8.18 continue to be available around the clock. 3 Harrods Aviation London Luton (EGGW) London 8.02 8.26 7.76 8.17 8.05 DFS handled 5,186 movements last year, a modest recovery from the recent 4 Signature Flight Support Munchen (EDDM) Munich 8.16 7.84 7.78 7.86 7.91 low point of 5,017 movements in 2009 5 TAG Aviation Geneva (LSGG) Geneva 7.90 8.06 7.57 8.04 7.89 (which was a drop of more than 2,300 from 7,392 in 2008). The first quarter of 6 Jet Aviation Dubai International (OMDB) Dubai 7.51 8.12 7.34 8.17 7.79 this year (typically a quiet period) saw 7 Dassault Falcon Service Le Bourget International (LFPB) Paris 7.92 7.88 7.53 7.76 7.77 1,384 movements. DFS managing direc- tor Bernard d’Yvoire said this by no 8 Jet Aviation Geneva (LSGG) Geneva 7.80 7.75 7.55 7.62 7.68 means indicates that the business aviation 9 Universal Aviation Le Bourget International (LFPB) Paris 7.96 7.55 7.60 7.47 7.65 downturn is over, but it does appear to ExecuJet Switzerland/Aviation be a promising improvement, especially 10 Zurich (LSZH) Zurich 7.42 7.59 7.66 7.63 7.58 Ground Service given the increased prevalence of larger 11 Signature Flight Support London Luton (EGGW) London 7.96 7.43 7.58 7.21 7.54 jets in the movement mix. A good pro- portion of DFS clients are making inter- 12 Swissport Executive Aviation Nice-Cote d’Azur (LFMN) Nice 7.76 7.38 7.25 7.48 7.47 continental flights. 13 Landmark Aviation Le Bourget International (LFPB) Paris 7.95 6.95 7.16 7.19 7.31 People Power Meets With Universal 13 Jet Aviation Zurich (LSZH) Zurich 7.79 7.03 7.40 7.01 7.31 Acclaim at Le Bourget 14 Signature Flight Support Shannon International (EINN) Shannon 8.35 6.73 7.17 6.70 7.26 At Paris Le Bourget Airport, the Uni- 15 Vienna Aircraft Handling Vienna (LOWW) Vienna 7.26 7.34 7.09 7.32 7.25 versal Aviation FBO has been bucking the downward traffic trend, according to 16 Signature Flight Support Le Bourget International (LFPB) Paris 7.04 7.42 7.01 7.47 7.24 the group’s country manager for France, 17 Jet Aviation Basel-Mulhouse (LFSB) Basel 7.27 6.87 7.17 7.03 7.08 Sandrine Jackson. Overall, she indicated that traffic levels there have been rising 17 Gozen Air Services Istanbul Ataturk (LTBA) Istanbul 7.06 7.26 7.10 6.91 7.08 in the early months of this year, stimu- 18 Abelag Aviation Brussels National (EBBR) Brussels 7.52 6.97 7.00 6.80 7.07 lated in part by flights associated with the political upheaval in North Africa 19 KLM Jet Centre Amsterdam (EHAM) Amsterdam 7.42 6.89 7.16 6.79 7.06 and the Middle East. 20 Eccelsa General Aviation Costa Smerelda (LIEO) Olbia 6.39 7.92 6.25 7.61 7.04 Despite Le Bourget’s importance as 21 Universal Aviation Rome Ciampino (LIRA) Rome 7.42 6.55 7.05 6.61 6.91 one of only a few dedicated business avia- tion gateways in Europe, it seems extraordi- 22 Biggin Hill Executive Aircraft Handling London Biggin Hill (EGKB) London 7.10 6.71 6.87 6.74 6.85 nary to some that the airport can support so 23 Signature Flight Support/Aviapartner Nice-Cote d’Azur (LFMN) Nice 6.30 7.08 6.74 7.05 6.79 many FBOs–more than half a dozen at last count. Jackson acknowledged that spread- 24 Salzburg Airport Services Salzburg (LOWW) Salzburg 7.30 6.43 6.50 6.60 6.71 ing the handling business this thin does 25 Service People Hamburg (EDDH) Hamburg 6.90 6.48 6.63 6.45 6.62 weaken some FBOs but, in her view, it also instills the local market with a real sense of 26 Cannes Airport Handling Cannes-Mandelieu (LFMD) Cannes 6.26 6.53 5.97 6.55 6.33 “survival of the fittest” and she views Uni- 27 Vipport FBO/Vnukovo Moscow Vnukovo (UUWW) Moscow 6.15 6.81 5.34 5.92 6.05 versal as being firmly among the survivors. Compiled by Jane Campbell with data provided by Forecast International of Newtown, Conn. “It’s not a question of having the per- Shaded area indicates FBOs with an overall of 8.0 or higher Source: AIN, 2011 Europe, Middle East and Africa FBO Survey. Overall average out of a possible 10. fect facilities,” Jackson told AIN. “Some Continues on page 30 u

28 Aviation International News • May 2011 • www.ainonline.com FBO Survey Rules and Methodology This report of AIN’s 2011 FBO survey covers facilities in the AIN invites all qualified subscribers to participate in the survey­ 50 people (and assuming that all these 50 evaluators gave that ­Eastern Hemisphere. See last month’s report for coverage of FBOs via Web site. Each invitee receives a code that must be used to FBO a rating in each of the four categories), then the FBO would in the Western Hemisphere (the U.S., Canada, Mexico, South and ­enter the Web site, to prevent individuals from filling out the receive a total of 200 category­ ratings. These 200 category ratings Central America and the Caribbean). ­survey questionnaire more than once. The Web site was open from are added together and then the sum is divided by 200 to get the AIN has been conducting surveys asking about the service that ­January 1 to midnight on February 7 for subscribers in the ­Western overall ­average for this FBO. FBOs provide their customers and publishing reports of the results Hemisphere and until midnight on February 28 for subscribers­ in from these surveys since 1981. Initially, AIN mailed a paper survey the Eastern Hemisphere. AIN’s 2011 FBO Survey By the Numbers questionnaire to qualified subscribers in the U.S. (Qualified sub- The survey questionnaire asks readers to evaluate FBOs scribers include pilots, flight attendants and dispatchers, the people they have visited in the last year in four categories: line service; u Number of FBO evaluations provided by all respondents: 23,452 who use or make arrangements with FBOs.) In later years, qualified ­passenger amenities; pilot amenities; and facilities. For each of u Number of respondents who evaluated at least one FBO: 1,970 subscribers in the rest of North America and Europe were added. these ­categories, the participant is asked to assign a number from u Number of FBOs evaluated by at least one respondent: 1,718 In 2006, AIN moved the FBO survey online and engaged one to 10, one being the lowest and 10 being the highest. u Number of FBOs evaluated by only one respondent: 236 Forecast International of Newtown, Conn., to design the survey To arrive at the averages for the categories, each FBO’s ratings u Highest number of evaluations received by one FBO (Jet Aviation, Teterboro): 255 questionnaire to AIN’s specifications, administer the survey and in each of the four categories are added separately and the resulting u Number of FBOs that received the requisite number of evaluations tabulate the results. One unexpected benefit of offering the survey sums are then divided by the total number of responses received­ (30) to be included in the AIN FBO ratings tables: 187 online was that survey respondents could add FBOs not already for each rating. u Number of FBOs added to the online survey questionnaire in the questionnaire, making these added FBOs immediately avail- An FBO’s overall average is calculated by adding all the by respondents this year: 177 able for other ­respondents to evaluate. The following year this ­individual category ratings received by that FBO and dividing the u Average number of evaluations received per FBO: 13.4 Web-based survey was expanded to include qualified subscribers ­resulting sum by the total number of all category ratings received u Average number of FBOs evaluated per respondent: 11.9 throughout the world. by the FBO. In other words, if a particular FBO was evaluated by

Fine handling service isn’t cheap to International Airport. The 24/7 opera- since it was the company’s highest Aviation International News deliver but that’s what some aircraft opera- tion at Girona can take aircraft as large ranked base in the AIN survey. Zurich tors want these days. “Prices are mentioned as the Boeing 777 and features a crew is a busy hub where airliners are king, FBO SURVEY more often these days,” Jackson told AIN. lounge, private access via the main ter- but ExecuJet’s customers benefit from 2011 • THE REST OF THE WORLD “We can consider discounts for volume minal for business aircraft users, wireless its dedicated ramp with ample space for uContinued from page 28 business, but we do need to pay our staff. Internet access and catering. smaller jets right in front of its build- Some FBOs will drop their prices quite ing. Larger aircraft can usually drop off FBOs have better facilities than ours; the quickly, but we’ve never followed them.” ExecuJet Spreads Its passengers at this ramp before reposi- real need is to have the right staff, and it is In Jackson’s view, one of the biggest Handling Wings tioning, or ExecuJet collects passen- still difficult to find the right people–ded- headaches for FBO managers these days is After several quiet years, ExecuJet Avi- gers on arrival before the jets taxi to a icated people, with a passion for the job trying to pass on costs from new regulations ation seems to be in expansion mode as remote parking stand. and a willingness to work a lot of hours and requirements, such as security, to cus- far as its FBO network is concerned. In Also available is a dedicated 19,375-sq- to get it done.” tomers. In some ways she feels some busi- February it moved into the Spanish mar- ft hangar right next to the FBO with space So from her perspective, the success of ness aircraft operators are a little irrational ket, taking over the assets and employees for covered parking. This is also where Universal Aviation Paris is in large part in this respect. Since airlines routinely share of local company Assistair’s operation at ExecuJet provides line maintenance for the result of its success in keeping the right such costs for using commercial airports, Valencia. Legally, ExecuJet could not actu- the Bombardier Global Express, Chal- people on its team. “This builds confi- like nearby Paris Charles de Gaulle, why ally acquire the facilities formerly occu- lenger 300 and Learjet 45, as well as for dence with our customers who are loyal would the same principle not apply to busi- pied by the Assistair FBO and so instead it the Hawker 4000 and Hawker 125 series. to individuals who know their preferences ness aviation?, she reasons. has rented new premises on the other side Last year ExecuJet refurbished its pas- like the back of their hands,” said Jackson. Meanwhile, Universal Aviation has of Valencia’s business aviation terminal. senger and crew lounges in Zurich to make Universal hasn’t made any big physi- just opened its second facility in Spain According to ExecuJet Europe managing its customers feel at home in a more private cal changes at Le Bourget. One new ser- at Girona Costa-Brava Airport. This director Cedric Migeon, the real value of and relaxing environment. The company vice offering is on-site line maintenance provides the company with a base Assistair’s business lies in its service repu- has also introduced a concierge service for Bombardier and Gulfstream air- in the Catalonia region at an airport tation and the quality of its staff. based at the FBO’s main entrance to help craft operators provided by Jet Aviation that is conveniently located for nearby In early April ExecuJet also started with luggage and car parking and to trans- through a local partnership with Univer- resorts. Universal Aviation’s main oper- providing handling on the Spanish island port crews to and from airport hotels. sal, which has its own hangar there. ation in Spain is at Madrid Torrejon of Ibiza, and Migeon told AIN that it is Tough trading conditions have pre- looking to expand in other Spanish loca- vented ExecuJet–like many other FBOs– tions. Assistair has been in business for 22 from raising its handling fees since January years and also has FBOs in Palma on the 2009. However, the company envisions hav- Spanish island of Mallorca and at Barce- ing to introduce a modest increase begin- lona on the mainland. ning July 1, 2011, if only to cover inflation. Last October, ExecuJet entered into a ExecuJet’s European FBO director, joint venture with France’s Advanced Air Nicole Gut, told AIN that generally cus- Support group to open a refurbished FBO tomers are more price sensitive these at Paris Le Bourget Airport. It already has days. ExecuJet has been obliged to limit other European FBOs at Zurich and Ber- the number of operators who get han- lin’s Schoenefeld Airport, as well as other dling on credit, with all others required bases at Johannesburg, Cape Town and to pay with credit cards or cash. It is one Dubai. Migeon indicated that Germany of the few FBOs to acknowledge a prob- could be another focal point for Execu- lem with slow payment of bills by clients, Jet’s FBO expansion plans. even though several others privately com- With the aircraft sales side of its busi- plained to AIN that it is taking longer ness still slow as the recovery in trading than ever to get paid. remains slow, ExecuJet is consciously plac- According to Gut, people manage- ing a stronger emphasis on its FBO oper- ment is at the heart of running a success- ations. “[Running] FBOs is quite a stable ful FBO. “It is nice to have a lovely FBO business and relatively low risk compared facility, but it is ultimately all about the with aircraft operations [ExecuJet is also people working in the FBO, with their active in bizjet management and char- attitude, motivation and the pleasure of ter],” Migeon told AIN. “It is all about giving the best service, which makes a customer service and it is a good gateway really good FBO,” she commented. “My for selling the ExecuJet brand.” team and I are passionate about the FBO That must make the Switzerland- work and try to do our very best to make based group’s Zurich FBO an excel- our customers happy.” o #10 ExecuJet Switzerland/Aviation Ground Services lent showcase for the ExecuJet brand, Report continues on page 32 u

30 Aviation International News • May 2011 • www.ainonline.com Asian FBO stars are few and far between by Liz Moscrop

You would not expect to see a in Tianjin near Beijing, and is VIP step out of a limousine and planning to develop other facili- walk into a shabby burger bar. ties. Currently there are few such Unfortunately, the makeshift “VIP” facilities at Chinese air- buildings and rudimentary facil- ports, but Jeffrey Lowe, director ities on offer at airfields in many of sales and marketing, told AIN parts of Asia offer just such a BAAsia will duplicate its Beijing down-market experience. model in other major cities such In addition to the meager as Shanghai. accommodation, there are lan- Australia’s Hawker Pacific guage barriers, as well as diffi- won the franchise to oper- #2 Hong Kong Business Aviation Centre culties in obtaining crew and ate the first true FBO in China passenger visas in a timely man- in Shanghai. The firm secured logistics, high-tech research and International Airport, Guang- a new S$60 million aerospace ner, often with short-notice flight its Chinese foothold by enter- development and international zhu Baiyun Airport, Shen- park. Slated for completion in changes. As we have seen recently ing into a joint venture with the trade. “The airport will be a big zhen Airport Feiyue VIP Club, 2018, the park will create 10,000 in Japan, the region also suffers Shanghai Airport Authority, development in the near future in Dalian Airport and Huangzhou jobs and double the output of from extreme events of nature. which operates the city’s two air- China,” said Lowe. BAAsia has Xiaoshan International Airport. the country’s fast-growing aero- There can also be doubts about the ports. The 40,000-sq-ft FBO at taken land next to the runway, space sector, from 2006’s record availability and quality of cater- Hongquiao Airport opened in next door to Airbus. ExecuJet and Hong Kong of S$6.3 billion. ing, as well as security concerns for spring 2008 and can handle up Jet Aviation have also announced Hong Kong is home to the Jet Aviation is there, as are passengers, crew and aircraft. to 6,000 movements a year. plans for Tianjin, and Lowe region’s flagship FBO. The Hawker Pacific and ExecuJet, Against this backdrop, every Apart from Hawker Pacific’s added that there is a great deal of Hong Kong Business Aviation whose 30,000-sq-ft hangar offers major FBO provider is looking Shanghai operation, the Civil Avi- interest in the site because many Centre (HKBAC) provides sup- operational and maintenance to the wider Asia-Pacific region, ation Administration of China’s companies believe all business port facilities for owners, oper- support to several regional Gulf­ since the geographical spread will (CAAC) development of Tianjin aviation flights into Beijing will ators and charter companies. In stream and Bombardier aircraft account for the world’s strongest Binhai Airport in the Dongli dis- be directed there. If this comes to addition, it offers aircraft refuel- and is the company’s first foray economic growth in the future. trict near Beijing is due to have a pass then Tianjin is set to be the ing, ground handling, passenger into the region. And regional players also are major impact. Tianjin Airport Chinese capital’s answer to New services and aircraft hangarage. Subang Skypark means to weighing in. For example, Hong Industrial Park lies to the north- York-area Teterboro or Paris Le With 24/7 service it is the most emulate Seletar’s success at Sub- Kong- and China-based aircraft east of the airfield, 69 miles away Bourget Airport. convenient and centrally located ang Airport in the Malaysian management company BAAsia­ from Beijing, to which it is con- China is gradually starting to arrival and departure point for capital Kuala Lumpur. Infra- intends to create a full FBO net- nected with high-speed rail links. provide private aviation services. destinations in Mainland China, structure there includes a new work across China. The com- The park is a special economic Other airports offering VIP ser- Asia and beyond. Jet Aviation FBO facility, offering VIP lounges, pany is constructing an FBO zone catering to manufacturing, vices include Chengdu Shuangliu and TAG Asia are tenants, as meeting rooms and food and is local maintenance provider beverage services. Other support Up-and-Coming International FBOs* Metrojet, which has a hangar includes aircraft and ground ser- on site, housing a $9 million vices, on-site customs and immi- FBO Airport City Total Responses inventory of Gulfstream parts. gration facilities, and dedicated Mallorcair Palma de Mallorca (LEPA) Palma de Mallorca 28 crew amenities and concierge ser- Signature Flight Support Dublin (EIDW) Dublin 24 Philippines vices, as well as MRO facilities. Gozen Air Services Istanbul Sabiha Gokcen (LTFJ) Istanbul 24 Hangar space is at a pre- In Asia, large global flight Jet Aviation King Khaled International (OERK) Riyadh 24 mium in the region, so Metrojet planning organizations rely plans to invest $40 million in a heavily on sophisticated local Abelair Aviation Larnaca (LCLK) Larnaca 24 seven-acre MRO facility inside ground handling and flight plan- JetEx Flight Support (formerly Flying Group) Le Bourget International (LFPB) Paris 23 the Clark Airport Complex in ning teams. These teams are Jet Aviation King Abdul Aziz International (OEJN) Jeddah 23 Pampanga. The company will essential in airports with lit- Fraport Executive Aviation Frankfurt Main (EDDF) Frankfurt 23 start construction in June and tle or no infrastructure, such as Signature Flight Support Athens International (LGAV) Athens 23 operations by year-end. Sec- Hanoi and Cambodia, which, Gestair Girona-Barcelona (LEBL) Barcelona 23 retary Ramon Carandang of for example, will ground aircraft the Philippines Presidential that do not have enough cash Save General Aviation Venice (LIPZ) Venice 23 Communications Development to pay for refueling. “A good Grafair Jet Centre Bromma (ESSB) Stockholm 22 and Strategic Planning Office ground handler will provide air- Signature Flight Support Hong Kong International (VHHH) Hong Kong 22 believes that the initiative will craft security and arrange per- Hawker Pacific Kingsford Smith (YSSY) Sydney 22 help bring his country back into mits, as well as pay for fuel and KLM Jet Centre Rotterdam (EHRD) Rotterdam 22 the international aviation fold. concierge services,” said Hong Kong-based ASA Group CEO Airport Authorities Samedan (LSZS) Samedan 21 Singapore and Malaysia Simon Wagstaff. Ali Transporti Aerei Milan Linate (LIML) Milan 21 Hong Kong has strong com- FBO development in Asia London City Airport Jet Centre London City (EGLC) London 20 petition from Singapore’s Sele- is still in its infancy, but it is Jet Aviation Dusseldorf (EDDL) Dusseldorf 20 tar, which is attempting to apparent that there is growing ExecuJet FBO Dubai International (OMDB) Dubai 20 position itself as the region’s competition in the region, espe- premier aerospace center. In cially in popular destination air- Sky Services+A34 Milan Linate (LIML) Milan 20 May 2006, the Singapore Gov- ports. This will raise the game Pulkovo Aircraft Services Pulkovo (ULLI) St. Petersburg 20 ernment, together with the Eco- across the field, transforming *FBOs that received 20 to 29 responses. Thirty responses were required for an FBO to be listed in the FBO survey results. nomic Development Board and the burger-bar experience into Compiled by Jane Campbell with data provided by Forecast International of Newtown, Conn Source: AIN, 2011 Europe, Middle East and Africa FBO Survey JTC Corp., unveiled a plan for breakfast at Tiffany’s. o

32 Aviation International News • May 2011 • www.ainonline.com