3rd Quarter 2009
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Also Inside • Y Yourour RightsRights WWhenhen tthehe FFAAAA CComesomes KKnockingnocking • P Publicublic RRelationselations fforor BBusinessusiness JetJet CharterCharter • T Thehe RRitz-Carltonitz-Carlton LeadershipLeadership ModelModel • I It’st’s a SSmallmall WWorld—Knoworld—Know BBeforeefore YouYou Go!Go!
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Esso-branded products available only outside the U.S. 3rd Quarter 2009 Aviation ISSUE 3 | VOLUME 7 Business Journal Offi cial Publication of the National Air Transportation Association
Chairman of the Board President Kurt F. Sutterer James K. Coyne Midcoast Aviation, Inc. NATA Cahokia, Illinois Alexandria, Virginia
Vice Chairman Treasurer James Miller Bruce Van Allen Flight Options Your Rights When the FAA Comes Knocking BBA Aviation Flight Support 15 Cleveland, Ohio By Paul A. Lange Orlando, Florida What do you do when the FAA comes knocking? Have you thought Immediate Past Chairman about it in advance? Do you have a plan? Regardless of what Dennis Keith certifi cates you hold and the nature of your business, the basic Jet Solutions LLC advice starts the same and is consistent for all. Richardson, Texas Board of Directors Member Profi le: Total Airport Services 20 Charles Cox Frank Milian By Paul Seidenman and David J. Spanovich Northern Air Inc. ACM Aviation When Total Airport Services marks its fi fth anniversary in November, Grand Rapids, Michigan San Jose, California it will, in reality, represent more than 30 years of cumulative experience in the air carrier and airport services business by Todd Duncan Chairman Emeritus company cofounders Jack Evans and Denny Eichenbaum. Learn Duncan Aviation Reed Pigman more about the Simi Valley, Calif.,-based company in this quarter’s Lincoln, Nebraska Texas Jet, Inc. Member Profi le. Fort Worth, Texas Ken Forester Meridian Ann Pollard Public Relations for Business Jet Charter: Six Essential Lessons Teterboro, New Jersey Shoreline Aviation By Gil Wolin 27 Marshfi eld, Massachusetts Immediate Past Treasurer How did business aviation fall so quickly in the public eye? What John Lotz Mark Willey can you do about it today, and what can you do to inoculate yourself Monterey Bay Aviation Bridgeford Flying Service against future image challenges? The answers lie in the successes Monterey, California Napa, California of recent years as well as in some basic steps to develop an ongoing public relations program. Striving for Number One Using the Ritz-Carlton Leadership Model Publisher Contributing Editors By Colin Bane 30 James K. Coyne Michael Ancell The key to the host of awards recently won by Texas Jet is an Linda Pylant Editor increased focus on customer service and the implementation of an Shannon Chambers Art Direction/Design Exceptional Customer Service program. At the heart of the program Tim Wagner is a training partnership with the Ritz-Carlton Leadership Center. Editorial Director Alan Darrow Advertising Sales Cheryl Stratos President’s Message | By James K. Coyne Victoria Geis 7 Advertising Inside Washington | By Eric R. Byer 11 For advertising information, call 703/212-4967 or e-mail [email protected]. Safety Watch 12 Produced by NATA 2009 ACS/FBOLC Report 24 103 Oronoco Street, Suite 200 • Alexandria, VA 22314 Guidance for International Operations | By Lindsey C. McFarren 33 703/212-4967 • www.ias-online.net Fire Code Changes and Your Business | By Mike France 38 NATA Member News 41 NATA Safety 1st News 43 New NATA Members 4226 King Street • Alexandria, VA 22302 45 800/808-6282 • Fax 703/845-8176 www.nata.aero Advertiser Index 46 THE UNDISPUTED CHAMP FltPlan.com
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Our newest free feature for advertisers! PRESIDENT’S MESSAGE
The New FAA Chief Can Fly! (Now who would have imagined that?)
By James K. Coyne
es, it’s true. J. Randolph (Randy) Babbitt, if ever there was the new FAA administrator, is a pilot. Will a time when wonders never cease? He actually knows some union ne- one end of an airplane from the other. gotiating know- What’s more, he thinks the FAA needs to how might be improve. He even admits that business useful, this is aviationY is good for America! Can such a man sur- that moment, vive in Washington, D.C., these days? Let’s hope so. after years of I’ve known Administrator Babbitt for 15 years, simply terrible since his days as head of ALPA, the big pilots union. labor-manage- In fact, we worked together over the years on many ment relations mutual concerns, from FAA modernization to crew within the FAA resource management and other aircrew safety rec- itself. And third, ommendations. He is well known and well liked by Randy has, since aviation professionals across the country. Friendly, he retired from tactful, smart, and well-connected, he is taking the ALPA, worked reins of the FAA at a most auspicious time. Simply throughout the put, he faces unprecedented economic turbulence, breadth of the aviation industry, labored on several an entrenched, disheartened bureaucracy, and important FAA advisory councils, and served as a Congress that has been unwilling to tackle the CEO of Eclat Consulting, where I’m sure many of tough legislative issues before it. his clients were aviation businesses like yours. He Normally, truth be told, I wouldn’t be happy to understands, after all this (not to mention his 25 see a “union boss” chosen to run the FAA (even years at Eastern Airlines), that no one in aviation though Randy’s personality is as far from “boss-ish” can succeed if aviation businesses don’t make a as you can get), profi t! but three factors make this a very On Top of the Issues different situation. I sat and listened to Mr. Babbitt answer questions First, ALPA is a from interested senators during his confi rma- very profession- tion hearings last month. He defi nitely knows the ally run union and issues: getting FAA reauthorization through the under Mr. Babbitt it Senate, funding NextGen, improving morale, stan- worked effectively dardization, and focus at the FAA, keeping aviation with everyone else taxes reasonable and fair, and harmonizing with sitting at the policy other nations without compromising the important table—Republican strengths of our multifaceted air transportation or Democrat, busi- system. J. Randolph (Randy) Babbitt ness or labor, it My greatest fear, however, is that the White FAA Administrator didn’t really matter House won’t listen to the pilot they’ve put in charge that much. Second, Continued on page 8
Aviation Business Journal | 3rd Quarter 2009 7 President’s Message Continued from page 7 Raise Your Voice, of the FAA. Like a backseat driver who knows just enough to be dangerous, there are those in the Get Involved White House Budget Offi ce who want fees, taxes, and other unspecifi ed new economic and regula- As the Voice of Aviation tory burdens on “rich private pilots.” Administrator Babbitt will have to use the next few months build- Business, NATA’s focus is ing support for his own independent authority at to protect the interests the FAA and hopefully getting the White House to trust his judgment and analysis. of aviation businesses He’s already shown that he can get Congress to listen, and I suspect that even the most powerful through aggressive congressional barons know that the new adminis- and professional trator can’t do his job if he has 535 other hands on the yoke trying to steer the plane. representation. To get Mr. Babbitt has an opportunity few pilots ever get: to help launch American aviation into a new involved, call (800) 808- era. After weeks of delay, hearings, and prepara- 6282 or visit tion, he’s cleared for takeoff and ready to push the throttles forward. Before long, we’ll see if this plane www.nata.aero. can fl y with Randy at the controls. Godspeed, Cap- tain Babbitt.
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INSIDE WASHINGTON
Now’s the Time for General Aviation to Tout Its Wares By Eric R. Byer
s most of you have read, NATA President and its members, who are James K. Coyne earlier this year sent a interested in seeing this letter to President Obama highlighting vital sector of the Ameri- the importance of general aviation. Like can economy survive and Jim and many others in our industry, I thrive. fi rmly believe the black eye given to our Jim Coyne will serve Aindustry in recent months by media attention and as the chair of the GA public opinion in the wake of the auto executives Serves America Advisory heading to Washington, D.C., in their corporate jets Council, which will help to request bailout money is unjust and crippling an ensure that opinion lead- invaluable contributor to our national economy. ers, policy- and lawmak- The facts are quite clear about just how invalu- ers, and the public at able GA is to this country, according to data re- large understand the full leased by the General Aviation Manufacturers breadth and scope of general aviation. Through Association: General Aviation Serves America, we will dispel • The GA industry contributes $150 billion annu- the myths about our community and promote the ally to the U.S. economy, signifi cant, meaningful contributions we make to • The GA industry accounts for 1.2 million jobs, our nation’s economy, supply chain, and, in some • GA aircraft fl y to approximately 4,000 airports in regions of the country, even the standard of liv- the U.S. with paved runways compared to a little ing. As chairman, Jim has pledged to help generate more than 550 commercial airports, and the momentum we need to tell the real story of • GA aircraft fl y 27 million fl ight hours each year, general aviation to the public, policymakers, and with 67 percent of those fl ights for business pur- opinion leaders. poses. AOPA President Craig L. Fuller may have said it Since late last year, NATA has worked hard with best: “I truly don’t believe that regulators and legis- its industry partners to mitigate this public-percep- lators are out to ‘get’ a $150 billion industry. They tion crisis, highlighting the jobs lost to our industry, and their constituents just don’t understand what the impact GA has on small and rural communities, general aviation is and all that it contributes to the and the contribution the GA industry has on the economic and social fabric of the nation. All of us American and global economies. in GA must stand together and defi ne ourselves, NATA recently expanded these efforts by becom- showing the importance of the vital link we provide ing a proud partner and major contributor to the in the transportation system. Because if we do not, Aircraft Owners and Pilots Association’s (AOPA) others whose priorities do not include general avia- General Aviation Serves America campaign. AOPA tion will.” launched the campaign recently to combat the I hope that all those reading this will take a economic, regulatory, and legislative diffi culties moment to learn more about this important new besetting general aviation. The campaign’s premise initiative by visiting www.gaservesamerica.com. is that widespread misconceptions about general Your support is needed! Together, we can unite and aviation are at the root of all of these challenges. demonstrate just how important the GA industry is Through targeted broadcast, print, and online to the U.S. and global economy. advertising, General Aviation Serves America is tell- And for those NATA members interested in ing GA’s story in a way that many in the non-fl ying joining the GA Serves America Advisory Council, public have never before heard it. The campaign is please email me at [email protected]. I would be funded by AOPA, its members, and those, like NATA happy to discuss your potential involvement.
Aviation Business Journal | 3rd Quarter 2009 11 WATCH Jet Solutions Is First Industry Audit Standard Registered Operator
ince its inception in June 2007, the Air registrations of the past.” Charter Safety Foundation’s top priority Jet Solutions, one of the largest FAR Part 135 has been the development of a compre- on-demand air carriers in the world, has operated hensive audit program for the air charter more than a million hours with an unblemished and shared aircraft ownership industry. safety record since its establishment in 1995. And now, the Air Charter Safety Foun- ACSF members looked to the foundation to create Sdation (ACSF) is proud to recognize Jet Solutions, a fair and comprehensive audit program to evalu- LLC, of Richardson, Tex., as the fi rst operator to ate regulatory compliance and the incorporation of complete the foundation’s new Industry Audit safety management systems (SMS) at on-demand Standard and achieve registration status with the air charter operators and shared aircraft ownership foundation. programs. The industry was simply overwhelmed “We are proud to have successfully completed in recent years by the frequency of audits they the ACSF audit and to be recognized as the fi rst receive, and the ACSF founding members believed operator to do so,” said Dennis Keith, president and there had to be a better way. Enter the ACSF Indus- owner of Jet Solutions. “The process provided a try Audit Standard. valuable review of our regulatory compliance pro- The Industry Audit Standard (IAS) is the only cedures and the health of our safety management audit program on the market that comprehensively system. Our registration demonstrates the continu- evaluates both an operator’s SMS and its Part 135 ing efforts of all our employees to develop higher regulatory compliance. The IAS consists of a rigor- standards and is a natural next step beyond our ISO ous review of an operator’s processes, procedures, and regulatory compliance as well as the operator’s implementation of and adherence to an SMS. The IAS is designed to position an operator, through a single audit, to enhance its safety system, provide an independent assessment customers can rely on, and gain worldwide recognition of its SMS program. The program evaluates operators every 24 months rather than annually, minimizing the ad- ministrative burden on operators and program man- agers. ACSF audits are managed by the foundation and performed by companies whose auditors have completed ACSF IAS training. All audits are sched- uled with ACSF, which then assigns a company to complete the audit. Jet Solutions is only the fi rst of many operators When the operator successfully completes that will complete the ACSF IAS process this year. the IAS, the ACSF recognizes them as an More than 30 audits are scheduled over the next 12 IAS Registered Operator. These operators months, and operators are contacting ACSF to learn are provided the Registered Operator logo more about the program and schedule their own for their websites and marketing materials. audits. “We encourage other operators to meet the audit Access to the registry to verify an opera- standards,” Keith said. “In the future, we will look tor’s status and confi rm key details is avail- for IAS registration when contracting operators to able at www.acsf.aero/registry. support our supplemental lift needs. Their registra- tion will let us know exactly the standards to which
12 Aviation Business Journal | 3rd Quarter 2009 Advance Your Line Service
NATA’s Advanced Line Service Supervisor Training Seminar September 23-24 they operate.” San Diego, California Operators interested in learning more about the ACSF IAS should High-performance line service supervisors are absolutely essential to suc- visit www.acsf.aero/audit. From this cessful operations, and annual training in the latest and best practices is the webpage, users can download the most effective way for these supervisors to maximize effi ciency, safety, and complete Operator Standards Manual, profi t. which walks an operator through NATA’s Advanced Line Service Supervisor Training (ALSST) Seminar provides every aspect of the IAS. Operators the tools to increase the performance of line crew supervisors and set them wishing to schedule an audit will also and your operation apart from the rest. be provided with a comprehensive pre-audit checklist to complete before Seminar Benefi ts the arrival of the audit team. • Advanced skills to train, motivate, and discipline employees ACSF believes the arrival of the IAS • Employees will be better equipped to respond both to emergencies and can help bring about a paradigm shift to ordinary, day-to-day situations in the industry. In accordance with • An energized and confi dent workforce the vision of the foundation, the IAS • Decreased employee turnover will not only evaluate an operator’s • Improved communication and performance current regulatory compliance and • FAA-approved 14 CFR 139.321 Fire Safety Training certifi cation safety systems, but it will also foster a • Attendees who complete both the LSST and ALSST seminars receive corporate culture of continuous safety an NATA-Certifi ed Supervisor Certifi cate and are recognized in NATA’s improvement. e-Toolkit Featured Speakers Walter Chartrand, AirBP Aviation Services Frank Surface, MoneyWise Solutions
Interested in This seminar is offered only once this year, so reserve your space today. Scheduling an Audit? For more information or to register, visit NATA’s Events Calendar at Contact ACSF at (888) SAFE-135 www.nata.aero or call (800) 808-NATA. or [email protected]. Your contact information will be taken, and you will be sent the pre-audit checklist. The checklist must be completed and returned to ACSF before scheduling an audit date.
Who will conduct my audit? ACSF has partnered with these well- respected and established aviation audit fi rms to conduct the IAS:
BlackBird Aero Services CharterX/Wyvern Morten, Beyer & Agnew R. Dixon Speas Associates Simat, Helliesen & Eichner, Inc. (SH&E)
All audits are scheduled by ACSF, and the foundation will assign the audit company. Operators may not directly schedule an ACSF IAS audit with the audit company.
Aviation Business Journal | 3rd Quarter 2009 13 Relationships should be built on trust.
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N. America Toll-Free (866) 864-8404 • Worldwide (713) 378-2708 • uvair.com YYourour RightsRights WWhenhen tthehe FAAFAA CComesomes KKnockingnocking
By Paul A. Lange
Editor’s note: This is part one of a two-part article on tions and civil penalties. Regardless of which path dealing with FAA inspections. Part two will appear in the FAA takes, the investigation stage is the same. the 4th quarter edition of Aviation Business Journal. What differs is who is doing the digging, how deep hat do you do when the Federal are they digging, and whether the investigation is Aviation Administration (FAA) random or targeted. comes knocking? Have you thought The FAA’s enforcement authority derives from about it in advance? Do you have enabling legislation. These federal statutes are a plan? Do you know which FAA is written into the U.S. Code and prior to 1994 were knocking on your door? (There’s known as the Federal Aviation Act of 1958. The FAA Wmore than one). As a certifi cate holder, your FAA implements these statutes by writing detailed regu- experiences will vary depending on the type or lations published in the Code of Federal Regula- types of certifi cates that you hold and the types of tions—what are commonly referred to as the FARs. operations that you conduct. For example, the ramp As mentioned above, Part 13 of the FARs defi nes inspection of a private pilot is relatively short and the scope of what the FAA is permitted to do toward simple. A comprehensive inspection of an air car- enforcing its regulations. For additional guidance rier or repair station, on the other hand, involves and to direct its employees in how to conduct their many more documents, issues, and considerations. activities, the FAA publishes handbooks and orders. Regardless of what certifi cates you hold and the Order 2150.3B is the FAA’s Compliance and Enforce- nature of your business, the basic advice starts the ment Program and provides the greatest level of same and is consistent for all. Due to their larger detail with respect to the enforcement process. size and complexity, aviation businesses simply have additional issues to address when the FAA How It All Starts comes knocking to conduct an investigation. Let’s start with the simplest investigation, the random ramp inspection of a pilot and aircraft. We The FAA Enforcement Process were taught early in fl ight training what documents The FAA enforcement process can take a variety of are required to be on board an aircraft at all times: forms. These processes are described in Part 13 of airworthiness certifi cate, aircraft registration, radio the FARs. The most prominent are certifi cate ac- station license (for fl ights outside the U.S.), oper- Continued on page 16
Aviation Business Journal | 3rd Quarter 2009 15 FAA Inspections Continued from page 15
ating limitations, and weight and balance. Pretty What about base inspections? Base inspections simple. These are required by the FARs, and you’re are when the FAA shows up at your base of op- required to produce these documents to an FAA erations to conduct a comprehensive, in-depth inspector upon request. inspection. They are typically scheduled and can Are you required to speak to an inspector during be conducted by either the principal inspectors or a ramp inspection? You’re defi nitely better off being “independent” inspectors from other FAA offi ces. polite, but the FARs don’t require you to actually Knowing who is coming to visit can make a signifi - speak to an inspector during a ramp inspection. cant difference in how you approach the inspec- The best advice is to treat the inquiry as if you’re tion. Is this a routine, periodic in-depth base inspec- being interrogated by the police or by an opposing tion conducted by the FAA district offi ce assigned lawyer at a deposition or trial. Politely answer the to oversee your organization? If so, then you can question posed as honestly and succinctly as pos- justifi ably avoid immediately and loudly ringing the sible, but don’t volunteer anything. If the questions alarm bells. Are the inspectors from another offi ce? go beyond what you’re required to carry on the If so, FAA management may have some concerns fl ight, the fl ight plan, whether the fl ight is operated about the level of oversight that the assigned under Part 91 or 135, and who has operational con- district offi ce is conducting with respect to your trol, politely suggest that you need to discuss the certifi cate. FAA has an institutional paranoia over details further with management or your counsel. its inspectors becoming too close with those whom What should you do when your principal inspec- they regulate and thereby failing to be as diligent tor appears at your air carrier or repair station for a as they should in their regulatory responsibilities. As a result, FAA sometimes inspects its own district offi ces. Unfortunately, that is done by auditing how the district offi ce conducts its inspections of your The principal inspector is often your business, resulting in even more disruption and risk to you. best advocate back in the depths of FAA Most concerning is the targeted inspection. Like a base inspection, a targeted inspection is gener- bureaucracy if you have a good relationship. ally performed by at least several FAA inspectors. It is an in-depth inspection but may not compre- Remember that the principal inspector hensively cover all areas of your certifi cation. The inspection teams have often been created on an ad initiates most routine enforcement actions hoc, temporary-duty basis. In the past several years, however, FAA has created a team based in Dallas, and has tremendous discretion in determining Tex., that was initially referred to as the Charter Quest team due to its focus on operational control just how to approach the matter and what issues. FAA now refers to this team as the Special Emphasis Inspection Team, or SEIT. High-level FAA type of sanction to pursue. management has publicly referred to the assigned inspectors as “pit bulls.” In these special-emphasis inspections, the team’s goal is to fi nd something routine, ad hoc inspection? The advice is essentially wrong. Even in the best-run organizations, you’re the same, though here you have an established likely to fi nd something if you look hard enough. working relationship with the inspector, are in the This is like an IRS audit. Your best chance of com- process of establishing one, or otherwise need to ing out unscathed (or at least only a little scratched maintain the best relationship possible even if it re- up) is to start with the basics: be impeccably polite, quires effort. The principal inspector is often your be honest, be concise, and by all means don’t volun- best advocate back in the depths of FAA bureau- teer anything. You can further minimize your risk cracy if you have a good relationship. Remember by preparing in advance for such an inspection in that the principal inspector initiates most routine the ways described below. enforcement actions and has tremendous discretion in determining just how to approach the matter and What Are Your Rights? what type of sanction to pursue. Ask the principal The FAA conveniently describes the roles and inspector, and all visitors, to sign in. Always. Then responsibilities of its investigative personnel in keep the log.
16 Aviation Business Journal | 3rd Quarter 2009 Chapter 4 of the Compliance and Enforcement given that the FAA and Air Trek were already en- Program, Order 2150.3B (order). The order is avail- gaged in litigation and subject to the NTSB’s Rules able for free at www.faa.gov. Chapter 4 of the order of Practice in Air Safety Proceedings with respect further describes to an inspector how to go about to discovery. While Air Trek’s counsel was discuss- conducting his or her investigation. In the course of ing the issue with FAA counsel, the inspectors left explanations that span 43 pages, the FAA describes the premises claiming that Air Trek refused them what its inspectors can and cannot do during an access to the premises. At trial, the NTSB Admin- investigation as well as what certifi cate holders can istrative Law Judge ruled that Air Trek violated and cannot do. the FARs by refusing FAA inspectors access to the What is the FAA’s authority to conduct in- premises. Air Trek did not raise that issue as part of spections? The FAA has general statutory author- its appeal. ity to conduct inspections pursuant to 49 U.S.C. A controversial ruling? Defi nitely. Lacking clear Sections 44703, 44709 and 40113. The FAA also has a guidance? Defi nitely. How would the full NTSB variety of implementing regulations that specifi cal- have decided the issue on appeal? We obviously ly authorize inspections, such as FAR 119.59, which won’t know until the next case comes along and the starts, “At any time or place, the Administrator may board is presented with the issue on appeal. In the conduct an inspection or test to determine whether meantime, the moral is to tread carefully in these a certifi cate holder under this part is complying situations, as the analysis is heavily fact dependant. with title 49 of the United States Code, applicable Are there time limits for the FAA to con- regulations, the certifi cate, or the certifi cate hold- duct an investigation? Sure. The order says that er’s operations specifi cations.” inspectors should strive to complete an investiga- Are there limits to the FAA’s authority? tion and the related Enforcement Investigative Re- There are. The Fourth Amendment to the U.S. port (EIR) within 75 days of the date that the FAA Constitution, for example, prohibits unreasonable learned of the apparent violation. The order also searches and seizures. Even the FAA recognizes this states that the NTSB Rules of Practice require that and tells its inspectors that they may not force their any certifi cate action be brought within six months way onto private property if refused access unless of that date unless the FAA can show good cause they fi rst obtain a search warrant issued by a judge. for its delay (i.e., late discovery of a violation) or al- Having said that, the order cites FAR 119.59 as an leges a lack of qualifi cations. (The FAA can be very example of where the FAA states that it has a right creative in alleging a lack of qualifi cations.) Most to enter private property to conduct inspections. civil penalty actions against businesses are required What happens if the FAA is denied access to be brought within two years, though certain civil to the premises? The FAA may enlist help from penalty actions have a fi ve-year limitations period. a U.S. Attorney in asking a federal court to issue Who has the burden of proof? The FAA. In an Administrative Inspection Warrant. More likely, short, the FAA is required to establish by a prepon- however, the FAA may simply issue an Administra- derance of the evidence that each element of the tive Subpoena ordering individuals to appear and charged violation(s) has been proven. While this give testimony at an FAA offi ce under oath before may be the lowest evidentiary standard in the law a court reporter and in response to deposition-type (the highest standard is the beyond-a-reasonable- questions from an FAA lawyer. The FAA can issue doubt standard used in criminal proceedings), an Administrative Subpoena on its own without you’re still innocent until proven guilty. You also consulting a U.S. Attorney or involving a federal have the right to confront the FAA’s evidence court. Alternatively, the FAA may simply issue an against you in a hearing before an administrative emergency order of suspension or revocation of law judge if the investigation results in enforce- the relevant certifi cate, claiming that it has no basis ment action. Inspectors are directed to send a upon which to determine continued compliance Letter of Investigation (LOI) notifying the subject with the FARs. of the investigation that it is being investigated for A recent example of this involves the highly pub- a particular reason or reasons and inviting a re- licized case of Air Trek. The facts relevant to this is- sponse. You have a right to respond to the LOI, but sue are that FAA inspectors appeared unannounced you would be well advised to have counsel respond at Air Trek’s premises for a follow-up inspection on your behalf because anything stated in your after the carrier was grounded by an Emergency response may be an admission that is used against Order of Suspension. Air Trek asked the inspectors you. to wait while it sought guidance from its counsel, Continued on page 18
Aviation Business Journal | 3rd Quarter 2009 17 FAA Inspections Continued from page 17
Does the FAA have the right to interview sure personal information relating to an individual. witnesses? There’s nothing in the FARs that spe- The FAA is also generally cautious about disclosing cifi cally requires individuals to talk to the FAA. As your documents even in the face of a FOIA request a practical matter, however, it’s often diffi cult to when they know that you consider the documents demonstrate compliance without producing one or privileged. Your job is to insure that the FAA knows more of your employees for FAA interviews. More- that the documents it takes from you are propri- over, the FAA can issue an administrative subpoena etary and confi dential. A practical way to do this is compelling the testimony of a reluctant witness. to stamp all documents provided by the FAA with a While the FAA cannot enforce its own subpoenas prominent marking that labels them as privileged to compel a witness to testify, refusal to do so will and confi dential. If a FOIA request for the docu- most certainly result in a nearby U.S. Attorney’s of- ments is made, another FAA order requires the FAA fi ce utilizing the power of a federal court to compel to notify you of the request and permit you reason- the testimony. The witness’ rights in this regard able time to seek a protective order from a court if are that the FAA must have a reasonable basis to you wish to block disclosure. believe that the witness has information that is ma- Does an FAA inspector need to act within terial and relevant to its investigation of a violation the course and scope of his or her employ- of the FARs. A low standard indeed, but a standard ment? Yes. You have the right to expect that an nonetheless to which rights attach. inspector acts appropriately toward you and does Does a witness have a right to refuse to not do anything that is beyond what the FAA per- testify based on his or her Fifth Amendment mits him or her to do in his or her job description. rights against self incrimination? Absolutely. If an inspector does stray, a suit against the inspec- But that right must have a reasonable basis in law tor for civil rights violations pursuant to 42 U.S.C. and fact. Moreover, if you assert that right, the 1983 is possible. Not surprisingly, the order does administrative law judge may make a negative not discuss this subject. While a detailed discussion inference against you as a matter of law. Therefore, of the issue is beyond the scope of this article, the you want to only assert that right in extraordinary aviation industry has had a diffi cult time prevailing circumstances and after careful consideration with in the small number of such cases that have been counsel. initiated over the years against inspectors. Does the FAA have a right to your records? Lastly, the FAA states in its own publications that The FAA has a right to the records that the FARs it will treat those whom it regulates with fairness, require you to keep. Do they have a right to more? timeliness, mutual respect, integrity, a clear expla- Not at the initial investigatory stage. Can they seek nation of decisions, an environment without fear more in discovery if the matter is litigated? Sure. of retribution if you challenge their decisions, and Will they get the documents? That’s a facts-and-cir- clear guidance on how you can elevate your con- cumstances test as much as it is at the discretion of cerns to the next higher level of authority. While a judge. You do have certain privacy rights in your these guiding principles are best stated within the records, however. These rights emanate primarily FAA’s Customer Service Initiative on its website, from the Freedom of Information Act and the Priva- they are nonetheless found, in whole or in part, in cy Act. Chapter 4, paragraph 2.b. of the order states, various places throughout FAA orders, including “The Privacy Act prohibits FAA investigators from in the Compliance and Enforcement Program. As disclosing information contained in an EIR about a last resort, these principles can at least provide an individual to third parties without prior written some comfort that the FAA has a policy to follow authorization from that individual or without the and that the farther away from that policy an indi- disclosure being made pursuant to a FOIA request. vidual inspector deviates, the more diffi cult his or Release under FOIA occurs only after an analysis her actions will be to justify. balancing privacy concerns with the public’s need for disclosure.” In the next issue of Aviation Business Journal: practi- Financial records are also protected from dis- cal advice that will help you during an FAA investi- closure under FOIA, as are documents prepared gation. for use in litigation. There are other protections available to documents under FOIA as well, but Paul A. Lange is an attorney practicing in the areas they are beyond the scope of this article. For all of aviation regulatory matters and related commercial practical purposes, the FAA, in general, carefully litigation. He is a member of NATA’s Air Charter Com- follows the Privacy Act in protecting from disclo- mittee and can be reached at [email protected].
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By Paul Seidenman and David J. Spanovich TAS CEO Jack Evans
hen Total Airport Services (TAS) into a multi-service fi rm, serving 16 airlines at San marks its fi fth anniversary in No- Francisco and with sales in excess of $4 million. It vember, it will, in reality, represent was through the AGI connection that the two en- more than 30 years of cumulative trepreneurs became associated. “When we acquired experience in the air carrier and air- CCAS, I made Denny senior director of business port services business by company development,” Evans said. “At the time, we were Wcofounders Jack Evans and Denny Eichenbaum. growing at about a 42 percent annual rate.” Evans, the Simi Valley, Calif.,-based company’s AGI was formerly known as Lockheed Air Termi- chief executive offi cer, chairs NATA’s Airline Ser- nal and was highly regarded in the airline services vices Council and has a long history in aviation, business, Evans said. However, with the growing including 26 years in the U.S. Air Force, with much trend toward airport privatization, the company of that time spent as a B-52 pilot. With more than was expanding into airport facilities management. 3,500 hours of jet time, he retired as a colonel and “I was initially hired by AGI as managing director wing commander at Robins Air Force Base, Ga., in of airport operations, and we grew that part of the 1998 and joined Airport Group International (AGI). company to manage operations at 16 airports in Eichenbaum, TAS’s senior vice president of busi- North and South America, Europe, and Australia,” ness development, got into aircraft handling in 1986 Evans said. when he founded Coast to Coast Aviation Services, In 2000, AGI was sold to United Kingdom-based Inc (CCAS). Based at San Francisco International TBI Plc, which had extensive experience in airport Airport, CCAS began as a ground support and refu- management. With the sale of the company, Evans eling company with one customer. When Eichen- became president and chief operating offi cer of baum sold CCAS to AGI in 1999, it had developed AGI, which continued to operate under its own
20 Aviation Business Journal | 3rd Quarter 2009 name. “It was decided that AGI would concentrate Equipment Company (SFOTEC), TAS is responsible on the airline services business exclusively, while for governing the airplane movements around the TBI focused on the airport management side of the international terminal and those domestic gates in business,” he said. close proximity to the international terminal. TAS But the situation changed again in October 2004 is also responsible for displaying fl ight departure when TBI decided that it wanted out of airline ser- and arrival information and information regarding vices and sold AGI to a competitor. “When that hap- baggage pickup locations for incoming fl ights at the pened, Denny and I were essentially out of jobs,” international terminal. Evans said. “So on November 15, 2004, just 18 days At San Francisco, TAS uses mechanical scrubbers after AGI was sold, we registered TAS as a national and environmentally sustainable cleaning solutions airline and airport services business.” for cleaning oil and fuel leaks from aircraft and ground service equipment. The ramp-scrubbing Building a High-Quality Niche contract with SFOTEC encompasses the interna- tional airport and most baggage make-up areas. The new company allowed the founders to build From total revenues of $2.6 million in 2005, TAS a niche offering high-quality service, which Evans fi nished 2008 with more than $18 million in sales. said was disappearing with industry mergers and Of that, 70 percent came from the company’s cargo consolidations, especially among the larger airline aircraft handling, airfreight warehousing, and trans- services companies. loading services. The remaining 30 percent were “We were told by air carrier and airport authority derived from what Evans called “a diversifi ed port- representatives that among some of their service folio of services,” including facilities management, providers the emphasis on good customer service maintenance, into-plane fueling, aircraft de-icing, was no longer there to the extent it once was,” ramp scrubbing, and fuel-farm management. He Evans said. “Our customers told us they wanted a said that due to the economic impact on worldwide high-quality, more personalized service, and that’s airfreight shipping, TAS’s revenues for 2009 are what we offered—but at a reasonable price.” projected to be about $16 million. Developing that as a business model meant offer- TAS employs 350 individuals, down from a high ing more customized service solutions, rather than of 375. But Evans pointed out that as the economy a one-size-fi ts-all approach, Evans said. Along this deteriorated, staff reductions were accomplished line, customers made it clear that if there were any through normal attrition. “We’ve never had a lay- problems, they didn’t want to deal with a big bu- off,” he said. reaucracy to get them resolved. “We let them know that all they had to do was pick up a phone and call, and we would respond immediately,” he said. “And Superior Service at O’Hare we have done that.” The company’s showcase cargo aircraft ground TAS backs its claims of superior customer service handling operation is at Chicago O’Hare Interna- by offering a “complete satisfaction or money back” tional Airport, where TAS employs 100 individuals guarantee. “To our knowledge, we are the only and services nine air carriers: Air China, British airline services company that does this. There were Airways, Cargolux Airlines, Cathay Pacifi c Airways, other airline service fi rms that told us we were EVA Airlines, Korean Airlines, Lufthansa Cargo, Air crazy to do this, but we’ve found that people simply France, and U.S.-based Kalitta Airways. Services want to get what they are paying for,” Evans said. include the unloading and loading of airplanes, “The result is that our station managers have made crew transportation, cockpit cleaning, and aircraft every effort to be more in tune with our custom- de-icing. ers’ requirements, especially at the local level, and TAS handles about 50 aircraft per week at O’Hare, we’ve had only minor claims.” mostly 747 freighters. The weekly average is down Setting a high bar for service, TAS secured its from the 60 aircraft serviced when the economy fi rst contract on January 1, 2005, to perform ramp was stronger, Evans said. “But those 50 aircraft still scrubbing at San Francisco International Airport. account for some 70 percent of all the cargo air- Starting with ten employees, TAS secured the con- planes currently serving the airport,” he said. “We tract to operate the ramp tower for the international have been at O’Hare since 2007 and have built an terminal, employing an additional nine employees excellent reputation for on-time aircraft handling who had worked for Evans during his AGI days. there, which was at 99.3 percent between April 1, Under a subcontract with San Francisco Terminal 2008, and March 31 of this year.” Continued on page 22
Aviation Business Journal | 3rd Quarter 2009 21 Total Airport Services Continued from page 21
On-time handling for a typical wide-bodied cargo Bradley International Airport in Windsor Locks, jet is usually in the two- to two-and-one-half-hour Conn., which serves the Hartford-Springfi eld turn-time range, he said. area. Under contracts to private companies, TAS TAS’s next largest cargo services location is at operates a 20,000-square-foot cargo facility and a San Francisco International Airport, where the 12,000-square-foot warehouse at Newark and Brad- company employs 75 people and provides vari- ley, respectively. The Newark warehouse handles ous services for carriers such as Alaska Airlines, cargo and mail for Lufthansa, Air India, and LOT Air Canada, Continental Airlines, Delta Air Lines, Polish, while the Bradley operation does the same Northwest Airlines, SkyWest Airlines, United Air- for Air Canada, Continental Airlines, Delta Air lines, and US Airways. The company also manages Lines, Northwest Airlines, Southwest Airlines, a 55,000-square-foot warehouse under a contract United Airlines, and US Airways. The company per- with Japan’s Nippon Cargo Airways (NCA). In ad- forms some ramp services for those airlines at both dition, TAS performs ground-handling services for locations. NCA and Hong Kong-based Cathay Pacifi c Airways. TAS also has a contract with Luxembourg-based The company also has air cargo activities at Cargolux Airlines at Huntsville International Air- Newark Liberty International in New Jersey and port in Alabama, where it supervises the airline’s services provider. “Mostly, we do the weight and balance and related functions, TAS CEO Jack Evans (left) with Pat Kelly, Chief Electrician plus load supervision,” he said. “Our job is for TAS at Los Angeles International Airport, Terminal One. to make sure that the aircraft is handled in a safe and timely manner, but we do no cargo or aircraft handling there.” In addition to its cargo-focused business, TAS has always drawn upon the experi- ence of its founders in airport facilities operations and management and pro- vides a variety of services. In fact, one of its largest contracts is with Los Angeles World Airports at Los Angeles Interna- tional Airport, Terminal One. TAS is re- sponsible for the maintenance and opera- tion of the baggage system infrastructure and the jet bridges. On June 5, TAS was awarded another contract at Los Angeles International Air- port to perform the fuel pit and hydrant system maintenance at Terminal One and Three. “That will add a few more employ- ees,” Evans said. “Those are the kind of contracts we expect to pick up this year and in 2010, along with more ground han- dling and warehousing at our current and new locations.” The company is also the designated fuel farm manager at March Inland Port (for- merly March Air Force Base) in Riverside, Calif. The joint use military/civil avia- tion facility primarily caters to airfreight. Under its agreement with the March Joint Powers Authority, TAS manages a tem- porary, aboveground fuel storage facil- ity, which was established to serve DHL. “DHL no longer fl ies into the airport, but we do have a contract to manage a new
22 Aviation Business Journal | 3rd Quarter 2009 “We are confi dent that our air cargo aircraft handling and warehousing business will expand, especially as the economy improves,” he said. “In permanent fuel farm, which will be operational by late 2009 or early 2010,” fact, we are already seeing some cargo aircraft Evans said. Evans is also looking beyond the coming back into service. But at the same time, current recession to future potential growth possibilities. “We are confi dent we are continuing to pursue diversifi cation that our air cargo aircraft handling and warehousing business will expand, especially as the economy improves,” opportunities in order to grow our company into he said. “In fact, we are already seeing some cargo aircraft coming back into a one-stop shop. In this way, when our cargo service. But at the same time, we are continuing to pursue diversifi cation op- business, for example, is down, we can focus our portunities in order to grow our com- pany into a one-stop shop. In this way, resources in other areas and grow.” when our cargo business, for example, is down, we can focus our resources in –Jack Evans other areas and grow.” Along that line, Evans cited passen- pressure impacts the service providers. Compa- ger aircraft handling as one likely opportunity for nies such as ours are being forced to reduce costs expansion based on the company’s experience with further, even though the costs of doing business cargo jets and previous passenger handling experi- are rising. For example, we’ve seen our employee ence. “The requirements for handling cargo aircraft medical and dental plan rates increase from 8 to 14 and passenger aircraft are a lot alike,” he said. “It’s percent per year.” the equipment requirements that are different.” Then there is the matter of new security regula- TAS is also pursuing passenger check-in and tions impacting air cargo shipping. “Ten years ago, boarding, which according to Evans are being in- air cargo security was mostly focused on prevent- creasingly outsourced, as well as line maintenance. ing theft. You had to provide security cameras and Also under consideration are more airport services other checks within the warehouse to guard against contracts within the continental United States. stealing,” Evans said. “Now this has been expanded “For instance, to our knowledge we are just one of to make sure that nobody puts a dangerous device two companies in the U.S. that provide ramp tower aboard an airplane. It’s the service providers who operations,” he said. “As opportunities like that are being asked to underwrite the cost of the en- present themselves, we can expand into them.” hanced security, such as X-ray machines and other explosives-screening devices and the training of The Value of Training employees on how to use them. In this economy, For Evans, the key to running a successful, growing we fi nd it’s diffi cult to pass along those costs to our company is to assemble a staff of highly motivated, airline customers, who are asking us to charge less.” highly experienced employees. To reinforce this, The Airline Services Council has been working TAS puts a heavy emphasis on training. and will continue to work with the Transportation “Everyone—from leads, to supervisors, to general Security Administration to address the new security managers—is trained using a manual that we devel- regulations and implementation issues, Evans said. oped in-house,” he said. “Before they are promoted “Together, we’ve been working to implement the into the higher position, they are required to read new security measures in a smart business fash- the manual and pass a test. Because of this, we ion.” have created a group of like-minded people who do Despite today’s business conditions, Evans sees a their jobs and manage their time and priorities in bright future for TAS. “We will continue to maintain the same way.” our good reputation with the airlines, which will While optimistic about TAS’s growth potential, continue to need a quality service provider that Evans stressed that there are still a number of chal- can offer them service at a reasonable price and at lenges to overcome. “The air carriers are under a lower cost than they can do it in-house,” he said. constant pressure to cut costs yet still provide good “If you can meet that requirement in this business, service,” he said. “The problem is that the same you’ll be successful.”
Aviation Business Journal | 3rd Quarter 2009 23 Air Charter Summit and FBO Leadership Conference PPositiveositive MMessagesessages fforor BBusinessusiness AAviationviation
ATA’s Air Charter Summit and FBO Leadership Conference, both held in early June in Dulles, Va., delivered hard-hitting information, expert guidance, and insightful answers focused exclusively for on-demand charter and FBO audiences. Positive attitude, up-ticks in business, and a sense of aviation community were underlying themes of both events. “NATA’s Air Charter Summit and FBO Leadership Conference provided unparalleled venues for Part 135 and FBO members to learn about current legislative and regulatory issues directly from govern- Nment leaders, generate new ideas to reinvent and recharge their businesses, and discover methods to reinvigo- rate positive public perception of our noble industry,” NATA President James K. Coyne said. “We were especial- ly pleased and encouraged by the attendees’ enthusiasm in this challenging year.”
FAA’s John M. Allen (left photo), Director, Flight Standards Service, and Dennis Pratte (wearing red tie above), Manager, Part 135 Air Carrier Operations Branch, provide summit participants with updates on current initiatives.
Below, Gulfstream Aerospace President Joe Lombardo speaks during the Airframe Manufacturers Executives Forum before an audience of both Above, Douglas Hofsass, General Manager, summit and conference attendees. Commercial Aviation & Airports, TSA, briefs conference attendees on the latest security developments.
Below, Bill Haberstock, President & CEO, Million Air Salt Lake City, offers his views during a summit session on Positioning Your Business for Success in the New Economy.
Left, NATA President James K. Coyne presents William Garvey, Editor-In-Chief, Business & Commercial Aviation, with the 2008 NATA Aviation Journalism Award during the Industry Excellence 24 Awards Breakfast. Aviation Business Journal | 3rd Quarter 2009 Left, FBO Leadership Conference Luncheon keynote speaker, Craig Fuller, President, Aircraft Owners & Pilots Association, discusses how NATA members can play a leading role in the General Aviation Serves America campaign. Sponsors Air BP Aviation Services Air Charter Safety Foundation Avfuel Corporation CharterX Wyvern Below, Kent Jackson, Esq., Partner, Jackson & Chevron Global Aviation Wade, LLC, offers insights during the summit’s Criminalization of Aviation Accidents session. Crowell & Moring LLP Duncan Aviation Exxon Mobil Below, attendees from both events enjoyed a dinner Flight Explorer performance by the Capitol Steps, D.C.’s favorite political satire troupe. FltPlan.com Jackson & Wade, LLC Jet Aviation—Teterboro Jet Solutions Landmark Aviation Midcoast Aviation Million Air—Salt Lake City NATA Compliance Services NetJets Phillips 66 Aviation Priester Aviation Signature Flight Support—BBA SilverStone Group USAIG Universal Weather and Aviation
Exhibitors Right, Catherine M. Lang, Acting 3M Security Systems Associate Administrator for Airports, FAA, presents an airports offi ce Aircraft Owners and Pilots Association update to conference attendees. Air Charter Safety Foundation Avfuel Corporation Flight Explorer by Sabre FltPlan.com NATA Compliance Services NATA Safety 1st Universal Weather and Aviation, Inc. Right, Todd Guelich (left), AirSure World Fuel Services Corporation Limited, and Patricia and Steve Loyd, Loyd’s Aviation, catch up during the Aviation Businesspre-dinner Journal reception. | 3rd Quarter 2009 25 Building a global maintenance network around our clients
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Jet Aviation l Basel l Dubai l Dusseldorf l Geneva l Hannover Hong Kong | Jeddah l Kassel l Kuala Lumpur | London Biggin Hill Moscow Vnukovo l Singapore l Zurich l Midcoast Aviation l St. Louis Boston/Bedford l Chicago | Palm Beach l Savannah (SAC) l Teterboro Public Relations for Business Jet Charter: Six Essential Lessons By Gil Wolin
erception is reality. Clichéd, yes, but cidents) but also with the Dow Jones Index. The clichéd for a reason: All too often, how current recession, now the longest of the post-war you are perceived in the marketplace has period, has produced too many damaging stories re- a direct bearing on your business success. garding perceived abuse of business jets, beginning And, as has become all too apparent in with the automakers’ November trip to Washington, recent months, it’s not just your own busi- D.C., to ask for a $25 billion bailout. Simply put, Pness, but our industry as well. The current reces- Thorsten Veblen and conspicuous consumption are sion and stock market slide have made targets of out—big time! Even the editor of Vogue speaks of all forms of conspicuous consumption, into which some things being just “too Dubai.” the “excessive expense” of business jets fi ts quite Simply informing the media of good news or neatly. responding to bad is not enough. This is especially How did business aviation fall so quickly in the true for those of us in the bizjet charter industry, public eye? What can you do about it today, and where our public relations manuals often consist what can you do to inoculate yourself against future solely of disaster plans. Press releases, spin doctors, image challenges? The answers lie in the successes and media control are terms that come to mind of recent years as well as in some basic steps to when someone mentions public relations. Thanks develop an ongoing public relations program. to various entertainment media, from books to “Business” jets had little media appeal when fi rst television, movies, the internet, and YouTube, most introduced in the early 1960s. But “private” jets did, people believe the primary role of public relations and the fi rst wave of publicity that accompanied is to manipulate and control the public’s percep- the Lear Jet 23 and its ilk focused on photo ops tion of a person or company. There may have been with Hollywood luminaries and touring rock stars. a time when that was true, perhaps even possible, The Byrds’ songs “Eight Miles High” and “2-4-2 Fox but today’s communications channels are so wide, Trot (The Lear Jet Song)” were typical of the kind of so varied, and so immediate, that such control is exposure garnered by mid-1960s PR. virtually impossible. Texting, PDAs, and cell phone The fi rst generation of jet charter companies had cameras make it possible for even the average Joe limited marketing budgets and happily rode this or Jane to take and download a picture of your CEO wave of public exposure. Few celebs could afford with egg on his face before you can say LOL. Every- their own jet, but charter was within easy reach of one now has the capacity and the technology to be most PR budgets. It was a match made in Holly- both a reporter and a pundit. wood, if not heaven. All of this means that your public relations plan By the 1970s we’d grown more sophisticated as can no longer remain merely a subsection of your an industry. The eight aircraft manufacturers in emergency response manual. It must be fully inte- concert with the NBAA focused their marketing grated into every phase of your marketing commu- messages on the timesaving and management-effi - nications program. ciency aspects of “business” jet use. Those themes Following are six pointers to help insure that your dominated advertising and public relations for the public relations effort effectively supports your better part of the next two decades, until the emer- business plan. gence of a new kind of celebrity: the ultra-success- ful business executive. These were the new “rock 1. Create a Clear Message stars,” darlings of both the general and business Most people think of public relations as situation press. “Business” jet travel now became grist for the specifi c: good and bad. But it’s more than just cel- media mill. ebrating your anniversary, announcing your new Today, the public perception of our industry, as CFO, or reacting to an accident or incident. Public well as our revenue, rises and falls not only with relations tells your story to all your constituencies, our safety record (as was brought into focus by everyday: Who are you in the eye of all your pub- the 2004 Montrose and 2005 Teterboro charter ac- Continued on page 28
Aviation Business Journal | 3rd Quarter 2009 27 Public Relations Continued from page 27
lics? What is your brand, and what does it stand for? inevitably lead to questions about safety. Branding is all about expectations. More exactly, it is about creating positive expectations and carving 3. Know Who’s On Your Team a unique niche in the minds of your customers and Everyone in your company works for the public prospects so that they call you fi rst when they need relations department—your fl ight crews on the to charter. Successful branding occurs when, based road, the administrative assistant who answers either on experience, word of mouth, or advertis- the phone, the client service rep who books a trip. ing, your customers call because they expect a good Nothing travels faster than facts and rumors in experience. business aviation, given the worldwide face-to-face You must be consistent here, as the slightest mobility of our employees and clients. When the variation becomes magnifi ed and echoed across the November 2004 Challenger accident occurred in internet. That is why all employees must deliver Montrose, Colo., I knew of it hours before the me- the same message about your company in a posi- dia. An aviation associate in Denver called minutes tive manner. This, more than any other single ac- after getting a call from a friend in Grand Junction, tion, will determine what the public thinks of when virtually as the accident happened. Bad news trav- it thinks of your company. And always remember els fast, and all employees need to understand the that whatever message you create goes to a number importance of not being a carrier. of different constituencies, from clients to regula- At the same time, be aware of who is not on tory agencies. your team. Your competitors are obvious, but less observable are former clients. One bad experience 2. Defi ne Your Constituencies can undo thousands of dollars of advertising, as the Remember that when any employee speaks, he or word spreads at board meetings and exclusive coun- she speaks to a wide audience, any one of which try clubs across the country. Disgruntled former will infl uence your ability to conduct a profi table employees are more than willing to share their dis- business and grow. Every moment of interaction be- content. The internet and search tools like Google tween any employee and a constituent carries both Alerts provide them with a platform seen potential- positive and negative potential. You have at least six ly by millions worldwide instantaneously. You can’t different audiences, each with its own interest in respond to each one individually, and don’t ever try your operation: your clients/customers, your em- to plant information on the web, lest you ruin your ployees and their families, your vendors, the press reputation for truth. (aviation trade, business, and local), your commu- nity, and the FAA and other regulatory agencies. If 4. Nurture Your Relationships you draw business primarily from one geographic Good times, bad times—it’s no longer enough just region, then the regional media come into play, as to send out a press release in correct format. Edi- will lifestyle publications in high-profi le resort and tors and reporters are literally fl ooded with such some metro areas. Bear in mind, your FSDO and releases. Unless yours is truly industry changing, vendors always have their ears to the ground. If you may not get the play you think you deserve. there is information about your company to be had So don’t wait; cultivate a relationship with the anywhere, in print or electronic, they will know appropriate media outlets before you have news it. For the FAA, questions about fi nancial solvency and before anything negative happens. Share your knowledge, and place yourself at their disposal as an “industry expert” on related stories, be it in- creased airport noise or declining airline frequency and service quality. Being perceived as an expert puts you in posi- tion to participate as a presenter at seminars and conferences. But don’t wait for the conference to be announced. Build your relationships with event planners ahead of time so that your company comes to mind when they plan the event. It is far more effective to have someone else call you an expert than to try to proclaim it yourself. It pays to pay attention to what is written about our industry in your local press. When a story ap-
28 Aviation Business Journal | 3rd Quarter 2009 pears about business aviation, write a letter to the While they didn’t win the big prize, the exposure editor agreeing, disagreeing, or clarifying points in was priceless. the story. Establish yourself as the expert, the ones Where advertising tends to target specifi c audi- reporters want to call for another credible voice. ences, public relations can reach almost all of your You might also try your hand at a timely op-ed constituencies simultaneously. These are your piece to further enhance your credentials. opportunities to broadcast your message about the quality of your service and people in the most 5. Give a Good Interview cost-effective manner possible, and that’s the best What do you need to know to give an interview message for these times. or hold a press conference that sizzles? You must follow a few basic rules. The fi rst is to always tell Gil Wolin has more than 35 years aircraft manage- the truth. It’s OK to give your story a positive spin, ment, charter, and FBO management experience, most except when it would be inappropriate or absurd recently as a senior executive at Wayfarer Aviation, to do so, but stick to the truth. As noted above, the Inc., and its predecessor TAG Aviation USA. He served internet world will fi nd you out if you stray. If at as publisher of Business & Commercial Aviation all possible, time the release of your story to fall and A/C Flyer magazines from 1999 to 2004. Wolin on either a slow news day (e.g., the weekend) or headed sales and marketing at Executive Jet Avia- coincide with a local or national event (e.g., the tion (now NetJets) during the mid-1970s and directed anniversary of a local airport opening or a famous marketing at Combs Gates, a leading U.S. FBO chain, local aviator’s birthday). throughout the 1980s. Wolin is a past member of the When you have the opportunity to do a news con- NATA Board of Directors and currently serves on the ference or interview on television or radio, be sure Corporate Angel Network and GE Capital Solutions- to speak slowly, simply, and with clarity. Use in- Corporate Aviation advisory boards. fl ection as appropriate but with care. Explain your main point in a few short sentences at the very be- ginning of your statement. Repeat your main point once or twice if time permits. Smile. When you smile, you tend to speak positively. Gesture spar- ingly and naturally. The relaxed half-fi st used by so many politicians to make their point is clichéd and overused, so just be natural. Practice ahead of time so that you do appear natural. Try to anticipate the questions you will be asked. What would your competition ask you in an open forum? Always be prepared. And remember to breathe! Many people, especially those new to the public eye, forget to breathe naturally when they get nervous. If you tend to get really nervous, take a few deep cleans- ing breaths before you enter the studio or mount the platform or stage. Relax and be yourself. 6. Have Fun! There also are opportunities to engage your entire company in getting the news out. While you may focus on ensuring that your employees deliver the right message, don’t leave employee PR to the an- nual picnic and holiday party. When Executive Jet Aviation passed 55 million charter miles in the late 1970s, the company purchased 5,500 Ohio lottery tickets on behalf of all employees. EJA descended en masse on the local television station for the weekly drawing, exciting the employees as well as reaching the local market with a great message for prospective clients and prospective employees.
Aviation Business Journal | 3rd Quarter 2009 29 Striving for Number One Using the Ritz-Carlton Leadership Model By Colin Bane
n April, Texas Jet Inc. was voted the number- conference rooms, offi ce space, rest rooms, fi tness one fi xed based operator (FBO) and the num- center, crew lounge, and rental car and limousine ber one independent FBO in the United States service accommodations for guests. in the Professional Pilot magazine 2009 PRASE For the last four years, Pigman has sent all Texas (Preferences Regarding Aviation Services and Jet employees through customer service training Equipment) Survey. And for the fi rst time in with the Ritz-Carlton Leadership Center, and in Iits 30-year history, Texas Jet was ranked in the top June Brian Grubb, corporate director of learning ten U.S. FBOs in Aviation International News’ 2009 and content delivery for the Ritz-Carlton Leader- FBO Survey. ship Center, addressed NATA’s 2009 Air Charter The PRASE survey scores service in six catego- Summit and FBO Leadership Conference. ries: line team, customer service representatives, Grubb made the point that FBOs are, fi rst and facility, amenities, promptness, and effi ciency and foremost, a service industry. Customer engage- value for cost. The key to this recent success, said ment, anticipation, and service are key, he said. Texas Jet President Reed Pigman, Jr., is an in- “One of the things we’ve been most impressed creased focus on customer service over the last de- with as we’ve looked to the Ritz-Carlton hotels as a cade and the implementation of what Pigman calls model and participated in training at the Ritz-Carlton Texas Jet’s Exceptional Customer Service program. Leadership Center is how they’ve empowered their At the heart of this award-winning program are employees at every level to anticipate customer Customer Service Manager Holly Hopkins (pilots needs, make decisions, and solve problems,” Pigman ranked Hopkins in the top ten customer service said. “If we have a problem out on the line, we don’t representatives in the U.S. on the PRASE surveys want to the line service technician who encounters in 2007, 2008, and 2009) and a training partnership the problem to pass the buck and say, ‘You need to with the Ritz-Carlton Leadership Center that began go to talk to the line service manager about this,’ four years ago. because that’s the last thing the customer wants to hear. Now we’ve empowered our staff at every level to take ownership of the problems they encounter. Looking for the Gold Standard So it’s up to that line service tech to own the prob- “We were looking to raise the level of service we lem until it’s solved. They can ask for help—the offer, and the model we looked to was the fi ve-star line service manager’s help, my help, anyone’s help hotel business,” Pigman said. “We knew that we had they need—but it’s up to them to solve it and see it similar clientele, and we knew that we wanted to through to the customer’s satisfaction.” be able to offer the same level of luxury. Ten years Pigman said he’s come to understand that the ago, back when we were ranked number 44 in the difference between good customer service and Pro Pilot survey and thinking about how to get to exceptional customer service is all about customer number one, we were looking for the gold standard engagement: working to transform the ordinary, in customer service. The Ritz-Carlton Hotel Compa- workaday experience of fl ying and traveling into an ny had just won the president’s Malcolm Baldridge extraordinary luxury experience. National Quality Award for Service, and it was a In his session at the FBO Leadership Conference, key realization for us to understand how much the Grubb suggested that it’s actually less important to Ritz-Carlton had in common with charter and FBO measure customer satisfaction than it is to measure businesses and to realize the level of service many customer engagement. “Engaged” customers and of our customers have grown accustomed to.” guests are eight times more loyal than “satisfi ed” At Texas Jet’s Executive Terminal at Fort Mea- customers and guests, Grubb said. cham International Airport, Pigman offers fast, A good company does what it does extraordinari- courteous “red carpet” service, from the line service ly well, makes connections with its customers, and technicians working with the aircraft to luxury recognizes the importance of a customer’s time and terminal services like gourmet catering, executive needs. Regardless of price point, “bedside manner
30 Aviation Business Journal | 3rd Quarter 2009 does count,” Grubb said. “Providing a level of leg- third tier, Grubb said. Engaged customers should endary service doesn’t have to cost a lot of money.” leave feeling “delighted.” When a customer receives Simple things like timeliness, a warm greeting, and world-class service that surprisingly exceeds their attention to service can be worth more than almost expectations, they will always remember it. Con- any other investment you might make in your com- versely, “People will always remember when you pany. could not honor a special request,” Grubb said. When measuring customer engagement, Grubb A Culture of Continual Improvement wants to grasp a guest’s likeliness to return (at Ritz-Carlton hotels, 20 percent of guests bring in “At Texas Jet, we train everybody in the company 80 percent of the company’s business) as well as on our customer service, what we call our Excep- their likeliness to spread a positive word to friends tional Service Program, everybody from the custo- and colleagues, their overall sense of well-being, dian to the bookkeeper,” Pigman said. “Customer and the degree to which a guest feels they’ve been service is more than the person at the front desk, treated as an individual. much, much more. It’s got to be everybody. We try “We go to great lengths to measure customer to run everybody through training twice a year to engagement here at Texas Jet, using all kinds of reinforce it and to foster a culture of continual im- different measures,” Pigman said. “We just got voted provement around here.” number one in the country. That’s the best mea- At Ritz-Carlton hotels, all employees carry credo sure yet.” cards reminding them to give warm and sincere Businesses interested in participating in training greetings using the guest’s name, to anticipate and sessions with the Ritz-Carlton Leadership Center fulfi ll each guest’s needs, and to give a fond farewell can visit http://corporate.ritzcarlton.com/en/ and warm good-bye, again using the guest’s name. LeadershipCenter for course descriptions and a full Grubb also advocates “random acts of kindness,” schedule. such as giving a customer the correct change for airport toll roads, providing umbrellas for use in inclement weather, and offering additional service perks.
Making Service Memorable “A company’s mission statement should be a writ- ten service strategy,” Grubb said. To fully engage customers, employees need to anticipate customer needs and stay in the moment with all senses on alert, remembering that great service to one is not great service to another. “Service should be unique, memorable, and personal.” Grubb suggested the following areas where any service industry should seek continual improve- ment: smiling and welcome staff, greeting custom- ers by name, treating every day as a special occa- sion, answering phone calls promptly, wrapping purchases, keeping the restrooms clean, inviting customers back, and inviting and welcoming cus- tomer feedback. The bottom tier of customer service, according to Grubb, is what is “expected.” A customer counts on this level of service and quality product but will not remember an experience that merely meets expec- tations. The second tier of service is “requested.” A customer requesting a certain level of service expects responsiveness, and will likely remember the experience—good or bad—based on the level of responsiveness. Companies should shoot for a
Aviation Business Journal | 3rd Quarter 2009 31 SabrSab e Airlinne SoSSoluolutilututions andan the Sabre Airline Solutions logo are trademarks and/and orr serviice marksarkks of ann a ffiliffifilliateaatte off Sabrea HolHo dings CoC rporation. ©2008 Sabre Inc. All rights reserved.. 1101 8 events management air traffic weather and view realtime ® aircraft situationalawareness. service throughcomplete unmatcheddeliver customer www.flightexplorer.com Demo events happen airport status aircraft and changes in alerts for email receive Flight Explorer today! information contact and FBO text weather time airport access real on time destination to their passengers get your It’s a Small World After All— Know Before You Go! By Lindsey C. McFarren emember the days when “international requirement for a SIC pilot type rating on U.S. air- fl ight” meant a jaunt to Canada or the men certifi cates for fl ights in aircraft whose type Bahamas? Now more and more U.S.- certifi cation require a minimum crew of two pilots based aircraft operators fl y long-legged and where the fl ight will be outside U.S. airspace aircraft, and client requests for non-stop involving a landing in a foreign country. The com- fl ights from New York to Munich or even pliance date to hold the appropriate SIC pilot type fartherR are not uncommon. It is certainly a smaller rating for international fl ights was June 6, 2006, but world now than it was even ten years ago. What do many operators and pilots missed the memo. you need to consider before you fl y internationally, Several operators report unsuccessful ramp particularly to new destinations? Read on for tips checks at international destinations where they on avoiding the “gotchas” of operating internation- were reminded by inspectors of the SIC type rating ally. Remember, this is just an overview of a few requirement. Frequently this resulted in the need hot topics in the international arena. Consulting to airline in an additional appropriately type-rated an experienced handling fi rm and conducting your pilot to complete the fl ight. Obtaining the SIC type own research before an international fl ight will rating is relatively easy. A pilot must undergo help ensure a successful, pitfall-free trip. familiarization training from a qualifi ed instructor or pilot-in-command who holds the same aircraft Second-in-Command Type Rating type rating. The trainer logs the instruction time in the SIC-to-be’s logbook and upon completion of Do all of your crewmembers hold a second-in-com- the training, makes an endorsement in the SIC’s mand (SIC) type rating yet? In 2005, the Federal Aviation Administration (FAA) published a new Continued on page 34
Aviation Business Journal | 3rd Quarter 2009 33 International Flights Continued from page 33
logbook confi rming the training. The SIC then There are a few ways to avoid paying for all or a completes a form 8710-1 and submits it to an FAA portion of your emissions. First, there is an exemp- examiner or Flight Standards District Offi ce. tion for certain commercial aircraft operations. Any Don’t risk fi nes, delays, or the cost of replacing commercial operator with fewer than 243 fl ights an unrated crewmember by forgetting this simple per period for three consecutive four-month periods requirement! or fl ights with total emissions lower than 10,000 metric tons per year may be eligible for an exemp- EU Emissions Trading Scheme tion. Second, operators may voluntarily submit a plan to the appropriate EU state regulator by August Compliance dates for the European Union’s Emis- 31, 2009, which outlines how an operator plans to sions Trading Scheme (ETS) are rapidly approach- monitor metric ton kilometer data in 2010. If the ing, yet many U.S. operators seem unaware of the regulator approves the plan, the operator must pending dates or possible sanctions. The European monitor data accordingly in 2010 and submit a re- Union (EU) recently adopted Directive 2008/101/ port of 2010 emissions data to the regulator in order EC, which describes a market-based carbon allow- to be eligible for free allocations. Finally, training ance-trading program designed to account for and fl ights, military or police missions, and search and reduce specifi ed entities’ greenhouse gas emis- rescue, fi refi ghting, humanitarian aid, and EMS sions. This directive applies to all aircraft over 5,700 fl ights are exempt from this program. kilograms (12,566 pounds) arriving at or departing The EU has dedicated a website to the aviation from EU airports. Any aircraft, including rotorcraft, ETS (see sidebar on page 36). The site includes a over 12,566 pounds fl ying to, from, or within EU list of aircraft operators preliminarily identifi ed as countries must comply with the EU ETS by 2012, “ETS-eligible,” though the list should not be consid- although the step-up program has compliance re- ered the fi nal word for a particular operator. Air- quirements beginning in 2009. craft operators are still responsible for determining The details of the EU ETS and acceptable compli- the applicability of this regulation to their opera- ance methods are, frankly, fuzzy. Operations are tions. tracked by Eurocontrol, and the operator will be Stay tuned to www.nata.aero for updates on the regulated by the country it fl ies in/over the most. EU ETS, and visit the EU’s ETS website for more (An equally complicated and so very appropri- information. Good stewardship of our planet is a ate U.S. analogy would be state use taxes, through noble task indeed, but you don’t want a technicality which a state levies taxes on the portion of the or missed compliance date to lead to hefty fi nes or fl ight conducted in/over that state.) Although it impoundment of your aircraft! sounds complex, this arrangement brings good news: an operator will need to work with only one EU state regulator for all EU ETS dealings. Flight Data Analysis Program All operators are required to submit an emissions Do you fl y an aircraft heavier than 27,000 kilograms monitoring plan to the appropriate EU state regula- (59,522 pounds) on commercial fl ights to Europe? tor by August 31, 2009. The European Commission Do you participate in a fl ight data analysis program has promised templates for operators to use in (commonly referred to in the U.S. as FOQA)? If you drafting their emissions and benchmarking plans. answered “yes” to “big airplane in Europe” and “no” These templates were in draft form at the time I to “FOQA,” I would consider avoiding France and wrote this article, but fi nal templates should be possibly other EU states. available from the EC by mid-July. Operators will At least one operator recently reported to NATA then need to monitor emissions during 2010 accord- concerns resulting from an attempted commercial ing to their submitted plan and report back to the fl ight to France. During this check, the operator was appropriate authority by March 31, 2011. Emissions asked for proof of participation in a fl ight data anal- trading requirements will be based on the report of ysis program. Other operators report being denied 2010 emissions data. charter permits into France for not participating in An operator has three ways to pay the emissions such a program. The French DGAC is basing this piper: free allocations (described below), carbon requirement on an ICAO Annex 6 provision that a offset credits, or purchasing carbon credits on the fl ight data analysis program be part of a commercial open market. Penalties for non-compliance could operator’s safety management system for all aircraft be steep. Civil penalties will range from monetary more than 59,522 pounds. fi nes up to impoundment of the aircraft. Operators of airplanes heavier than 59,522
34 Aviation Business Journal | 3rd Quarter 2009 pounds fl ying commercial trips to Europe should eight months ago. Cliff is 45. Are they compliant consult with their handlers to determine if an with the ICAO mandatory retirement standard? exemption or waiver may be obtained from the No. Although Cliff is young enough for legal crew French DGAC. pairing, Diane must have a medical every six months to comply with ICAO rules. Age 60 Rules Vary • Mary has updated her medical and is fl ying a two-pilot commercial operation with Norm in The U.S. has changed the mandatory retirement an ICAO state with no deviation from the age age for part 121 pilots to age 65. This requirement 60 rule. Diane is still 63 and has a freshly inked does not apply to part 91 or part 135 operators in medical. Norm is 60. Are they compliant with the domestic operations, and there is no mandatory ICAO mandatory retirement standard? No. Norm retirement age for pilots in these types of opera- should be swapped with a crewmember younger tions. But, of course, it would be too simple for that than 60. His 45-year-old colleague Cliff would requirement to be universal. Many ICAO contract- make this is a compliant fl ight. ing states do not recognize the liberal U.S. retire- ment regulations. Additionally, ICAO has issued a recommenda- ICAO does not consider retirement requirements tion—not a standard—that member states not allow in terms of part 91, 121, and 135. Rather, the ICAO a pilot to engage in two-pilot international commer- language found in Annex 1, Chapter 2, refers to cial operations after the pilot’s 65th birthday. Many “international commercial air transport operations” member states follow this recommendation and where “commercial” means any operation “for prohibit commercial operations by pilots age 65 and remuneration or hire.” ICAO states generally do not older. permit an individual to act as pilot-in-command of an aircraft engaged in international commercial air Continued on page 36 transport operations if the indi- vidual is 60 or older. However, in two-pilot operations most ICAO states allow for age-based crew pairing, whereby one of the pilots may be up to age 65 (not having reached his/her 65th birthday) and the other pilot is younger than 60. Any pilot older than 60 must have a medical issued within the preceding six months. A few examples are below. • It is June 15, Sam’s 60th birth- day. Sam is fl ying a single- pilot commercial operation in an ICAO state with no devia- tion from the age 60 rule. Is he compliant with the ICAO man- datory retirement standard? No. Sam could have completed this fl ight legally yesterday (June 14), but on June 15 he is not compliant with the ICAO standards. • Diane and Cliff are fl ying a two-pilot commercial opera- tion in an ICAO state with no deviation from the age 60 rule. Diane is 63 and had a medical
Aviation Business Journal | 3rd Quarter 2009 35 Important Dates International Flights August 31, 2009 Continued from page 35 • Submission of emission monitoring plan • Submission of benchmarking plan (optional) The bottom line on the age 60 rule? To avoid January 1, 2010 an international “gotcha,” single-pilot commercial • Operators must begin emissions monitoring. operations fl own internationally should be per- • Operators who desire free allowance must formed by a pilot under age 60. Two-pilot commer- begin tracking benchmarking data. cial operations fl own internationally may benefi t from age-based crew pairing, with one pilot up to March 31, 2011 age 65 and another pilot under age 60. Keep an eye • Third-party-verifi ed benchmarking data must on medical dates, and be sure any pilots between be submitted. the ages of 60 and 65 operating commercial fl ights • Third-party-verifi ed monitoring data for 2010 internationally obtain a medical every six months. must be submitted. June 30, 2011 Medical Mix-Ups • Application for free allowance must be sub- Last year the FAA extended the duration of medi- mitted. cal certifi cates for pilots younger than 40. Third- 2012 class medical durations were extended from 36 to • 2012 is the fi rst year in which allowances 60 months for pilots younger than 40 on the date must be submitted for emissions. of the medical exam, and fi rst class medical dura- tions were extended from 6 to 12 months. ICAO’s defi nitions of medical classes (found in Annex 1) do Additional Resources: not correspond to FAA’s defi nitions, so a fi rst-class • NATA EU ETS White Paper medical is required for all commercial pilots or • NATA EU ETS Member Update, Dated June 9, ATPs, regardless of whether the fl ight is for hire or 2009 compensation or is a private fl ight. Therefore, this • EU’s ETS Aviation website http://ec.europa. discussion will focus on commercial pilots, Airline eu/environment/climat/aviation_en.htm Transport Pilot licensed pilots (ATPs), and the fi rst- class medical duration. Although the FAA’s recent extension was intended to bring the U.S. in line with ICAO standards, many other ICAO member Although technically it can be argued that the states—and nonmember states—have very different FAA second-class medical requirements meet the medical duration limitations. ICAO fi rst-class standards, making that argument ICAO standards do not recognize the calendar- to an inspector on a ramp in Brazil in the middle of month basis that is the U.S. regulation. Rather, the night might not have the successful outcome ICAO standards state a medical expires on the same you desire. It is recommended that all pilots hold- calendar number of the month as the date of the ing a commercial certifi cate or ATP who conduct medical examination or if there is no day listed, the international operations maintain a six-month fi rst- last day of the month. Additionally, many states do class medical certifi cate and consider the medical not recognize the FAA’s new extension to 12 months expiration to be date-based, not calendar month- for fi rst-class medicals of pilots under age 40. What based. was that? A few examples will help clarify: This article is just an overview of a few of the • Carla, age 41, has a fi rst-class medical issued on “gotchas” most frequently reported by NATA mem- January 15, 2009. For most ICAO member states, bers who fl y internationally. It is not intended to that medical is valid until July 15. In the U.S., the scare operators from accepting requests for inter- medical is valid until July 31, 2009. national fl ights but merely to alert operators to the • Rebecca, age 35, has a fi rst-class medical issued potential pitfalls they might encounter once they on January 15, 2009. For most ICAO member leave U.S. airspace. You should consult with a han- states that medical is valid until July 15. In the dler or another operator experienced in operating U.S., the medical is valid until January 31, 2010. in the countries in which you intend to fl y. In this • Ted, age 50, has a fi rst-class medical issued on ever-smaller world, it is crucial to know before you January 15, 2009. In the U.S., this fi rst-class go! medical drops to second-class status after July 31, 2009. However, in most ICAO member states, this Lindsey C. McFarren is president of McFarren Aviation medical would be non-compliant for commercial Consulting. She can be reached at (703) 445-2450 or operations after July 15, 2009. [email protected].
36 Aviation Business Journal | 3rd Quarter 2009
FFireire CodeCode ChangesChanges CCouldould AffectAffect YYourour BusinessBusiness
By Mike France any different factors affect the cost forth the minimum requirements for aircraft han- of operating and expanding aviation gar construction and protection from fi re. In NFPA ground facilities. Labor, insurance, 409, hangars are divided by size and construction utilities, and capital are all costs that type into three groups, and fi re protection require- managers and owners expect and ments are specifi ed for each group. The protection plan for when setting a course for the requirements can range from portable fi re extin- Mfuture of the business. One area that may be over- guisher to high-expansion foam fi re-suppression looked is changes in fi re codes. Fire codes vary by systems. The development and revision of NFPA locality, city, and state, and they also change over 409 is overseen by the NFPA Technical Committee time. In any locality around the country, it is un- (TC) on Airport Facilities. likely that a hangar built in the 1970s would meet The last release of NFPA 409 occurred in 2004 today’s fi re codes without a signifi cant investment and the 2009 revision process is underway. One in upgrades. particular proposed revision to NFPA 409 caught Often enough changes can occur to the fi re code the attention of NATA and its membership. A pro- over time so that if a hangar is destroyed by fi re or posal was received by the Airport Facilities TC that weather, insurance may not cover the full cost of would require the installation of automatic sprin- bringing a reconstructed hangar up to the current kler systems in all new Group III hangars. This pro- fi re code. At NATA’s recent FBO Leadership Con- posal would affect all new construction of hangars ference, NATA member Bob Showalter of Showal- 12,000 square feet and smaller. Currently, Group ter Aviation in Orlando, Fla., described a similar III hangars are required to have only portable fi re situation that occurred at his facility after several extinguishers installed, so the new requirement hangars were severely damaged by a hurricane. Of- would add signifi cant cost to the development of all ten overlooked, fi re codes can signifi cantly impact new hangars. your business. The entity that leads the industry NATA believed this proposal failed to weigh costs in establishing these fi re codes is the National Fire versus benefi ts. The construction costs for a small Protection Association (NFPA). general aviation hangar can quickly escalate to The NFPA is an international member organiza- the point of infeasibility when an automatic fi re- tion whose mission is to reduce the worldwide bur- suppression system is included. Those costs can den of fi re and other hazards by providing and ad- become staggering if an adequate water source is vocating consensus codes and standards, research, not readily available. In a recent NATA survey, 44 training, and education. The NFPA has more than percent of responding NATA members said they 80,000 members from 80 different countries. The have been forced either to cancel plans to build NFPA develops, publishes, and updates more than new hangars or reduce the size of those hangars 300 standards and codes designed to reduce the because of compliance costs with NFPA 409. More potential of fi re and minimize the damage done by than 77 percent of the respondents said the costs of fi re in a wide variety of environments. The codes the proposed changes in Group III fi re-protection and standards developed by the NFPA are frequent- requirements would prevent them from construct- ly adopted by localities or states as fi re codes. ing new hangars. One NFPA standards that is of particular impor- To better understand the fi re risk to general avia- tance to the aviation industry is NFPA 409--the tion hangars, NATA contacted NFPA’s “One Stop Standard on Aircraft Hangars. This standard sets Data Shop” to obtain statistical data on hangar fi res.
38 Aviation Business Journal | 3rd Quarter 2009 We learned that the National Fire Incident Report- on this August, and if approved, I will be the fi rst ing System has not tracked hangar fi res as a single representative on the committee from the general entity for the past ten years. The only statistical fi re aviation industry in many years. NATA is hopeful data available is on vehicle, boat, and aircraft stor- that partnering with the fi re safety professionals at age facilities as a group. NFPA will bring about a standard that is both effec- Two months ago, NATA President James K. Coyne tive in reducing the risk posed by fi re and does not and Mercer Dye of Dye Aviation Facilities spoke at unduly impose costs that will stifl e the growth of the Technical Committee on Airport Facilities’ an- our industry. nual meeting in Seattle, Wash., to give the commit- tee members a better insight into general aviation and the impact the proposed rules would have on our industry. Coyne stressed that the nature of our in- Tax Help for Smarter Charter Operations dustry requires that newly proposed rules be soundly based on a risk– NATA Commercial Operators Tax Seminar benefi t analysis. Dye shared exten- San Antonio, Texas sive information on the current level September 23-24 of safety of aviation hangars and lack Part 135 air charter operators face a dizzying array of federal and state tax laws of any real justifi cation for increasing daily, but now there is help! The Commercial Operators Tax Seminar will provide protection requirements for Group answers to some of the most common and confusing tax questions. III hangars. After taking questions from the NATA and Conklin & de Decker have teamed up to present this two-day, compre- committee members the group took hensive seminar covering the entire range of key tax issues. From federal excise the short drive to Boeing Field for a taxes to state taxes and international fees and from FARs to IRS regulations, you tour of Galvin Flying Services. The will fi nd the information and answers you need. tour allowed the committee mem- Why Attend? bers to see the types of facilities and • Learn the tax implications of charter brokering operations their NFPA 409 revisions • Discover common tax errors and how to avoid them would affect. After the tour, the com- • Anticipate state tax problems before they become your problems mittee continued considering the • Expand your understanding of international user fees revisions to the standard in a closed- • Save time and money by knowing your rights door session. The committee just released its This seminar is offered only once this year, so reserve your space today. report on the comments received For more information or to register visit NATA’s Events Calendar at from NATA regarding the proposal to www.nata.aero or call (800) 808-NATA. require automatic sprinkler systems in all group III hangars. The commit- tee agreed in principle with Coyne and Dye’s comments and proposed rewording the proposal to require automatic sprinkler systems only in “residential” hangars and to require fi xed fi re protection systems in other group III hangars only when re- quired by local authorities. NATA is pleased with the proposed changes and believes that they are a step in the direction toward ensuring that standards are based on risk and have a reasonable implementation cost. I have applied to NFPA to rep- resent our association on the NFPA TC on Airport Facilities. My mem- bership application will be voted
Aviation Business Journal | 3rd Quarter 2009 39 Air BP Aviation Services Avfuel Corporation Chevron Global Aviation ExxonMobil Aviation FltPlan.com Midcoast Aviation NetJets Phillips 66 Aviation Sabre Flight Explorer Universal Weather and Aviation, Inc. USAIG NATA MEMBER NEWS
Banyan’s Campion Recognized Executive Air Taxi Announces for Entrepreneurial Excellence Purchase of Avionics Business on Campion, president of Banyan Air Service, xecutive Air Taxi Corporation recently an- is the 2009 Inductee for the Florida Aviation nounced the acquisition of M&M Avionics, a DTrades Association (FATA) Entrepreneurial EMinot, N.Dak.,-based avionics business from Excellence Hall of Fame. former owners John and Kathy Martin. John is join- The award was established in 2006 to honor those ing the staff at Executive Air as the avionics depart- who have made signifi cant contributions to the ment manager. business aviation industry in Florida. These vision- “John Martin has earned a solid reputation for aries have drawn on their professionalism and in- quality workmanship in complete aircraft instru- tegrity to ensure the aviation industry will fl ourish ment and radio repairs, installations, and upgrades,” and inspire others to make aviation their career and said Executive Air COO Paul Vetter. “John under- commitment. stands full well the needs of aircraft owners and “FATA was honored to receive the nomination operators as he is also an FAA-licensed A&P me- of Don Campion as this year’s recipient of the chanic and pilot. We are excited to add this FAA- Entrepreneurial Excellence Hall of Fame award,” approved, full-service avionics capability to our said FATA Executive Director Paula Raeburn. “Don business model. It demonstrates our commitment joins others who have persevered to not only fulfi ll to providing full and complete aviation services to a dream but also continue to improve and add to aircraft owners and operators all across the upper their visions for aviation in Florida.” Midwest.” On May 20, a bronze plaque of Campion was Martin said he is looking forward to a new work- hung in the Hall of Fame at Embry-Riddle Aeronau- ing relationship with Executive Air Taxi Corp. “As tical University in Daytona Beach, Fla. we accommodate our existing customers that have supported us the past several years, we look for- ward to our new customers with great enthusiasm,” Becker Joins he said. “We are excited to be a part of this company First Aviation Services and look forward to the future of aviation expand- ing in North Dakota.” ormer Landmark Aviation marketing executive Millie H. Becker has been named vice president Ffor business development at First Aviation Ser- Chicago Executive Airport vices, the fast-growing new business aviation FBO at Teterboro Airport. Plays a Critical Economic Role “Millie has more than two decades experience uring times of fi nancial uncertainty and in the marketing business aviation travel in the New York face of today’s economic head winds, business area,” said Bill Thomas, managing director/CEO at Dleaders across the nation and around the globe First. “She knows the market, and she knows our continue to rely on general aviation as a prime tool customer. We’re delighted to have her on our team.” for conducting business. Chicago Executive Air- Becker became CEO of Westchester Air, an air port provides access to more than 5,000 airports in charter fi rm at Westchester County Airport, N.Y., cities and small towns across the nation as well as in 1994 after seven years as its vice president of destinations around the world, while serving as a marketing. She was most recently vice president of powerful economic engine for the local, regional, marketing and sales for Landmark Aviation. and national economies. Becker was honored in 2001 as Business Woman Signature Flight Support, one of Chicago Execu- of the Year in the Northeast by the U.S. Hispanic tive’s most innovative enterprises, continues to Chamber of Commerce. She later received a presi- contribute signifi cantly to the local economy as dential appointment to the National Women’s Busi- well as to the airport’s regional and national busi- ness Council in Washington, D.C. Continued on page 42
Aviation Business Journal | 3rd Quarter 2009 41 NATA Member News Continued from page 41
ness partners. Edition is deployed and shared inventories are Throughout 2008, Signature generated substantial managed across departments or companies, the revenue for the local economy. For example, area Multi-Currency Module allows shared inventory to hotels realized revenue estimated to be more than be viewed in each location’s local currency. $136,000, directly as a result of Signature’s referral Version 9 also offers new weight and balance program. And considering ground transportation features, which are fully integrated and provide services, catering services, building maintenance automated calculation, tracking, and reporting as activities, hangar rentals, and fuel sales, Signature parts are removed or added to an airframe. pours estimated annual revenues of $7 million into Version 9 includes new APIs, providing opportu- the local economy. nities to integrate CORRIDOR with myriad third- Priester Aviation manages a fl eet of more than 50 party applications. Key among these is the Work aircraft and employs more than 50 pilots, technical Order Quote Approval API, which provides the and support staff at its Chicago Executive Airport ability for a business to integrate its corporate web- corporate headquarters. Priester employs more site with CORRIDOR so their customers can view, than 150 people across its national network. review, and approve squawks online, whether from Priester also offers specialized services that the an initial quote or on out-the-door estimates. airlines are unable to provide. For example, the company often transports elderly or seriously ill patients who are unable to tolerate airline travel. Empower Aviation A third major contributor to the region’s econom- Eyes Move to Lunken Airport ic strength is Atlantic Aviation, one of the country’s mpower Aviation LLC is negotiating with the largest networks of FBOs. Atlantic offers a wide city of Cincinnati, Ohio, to relocate from Butler range of aviation services, provides well-paying ECounty Regional Airport to Lunken Airport, jobs for highly skilled individuals, and generates where it plans to bring 75 jobs immediately and hundreds of thousands in salaries and tax dollars grow that number to 130 in a few years. annually, directly impacting the local economy. The two-year-old company would be the third FBO at Lunken. It was the only bidder for the right to establish an aviation maintenance and fuel-sale CORRIDOR Version 9 Released facility on city-owned land at the end of Airport ontinuum Applied Technology recently an- Road. Owner Rick Brunsman plans to invest $5 nounced the release of Version 9 of its CORRI- million to construct a 30,000-square-foot mainte- CDOR Aviation Service Software, which intro- nance hangar and a 20,000-square-foot headquar- duces a new Multi-Currency Module, automated ters. He would consolidate employees from Butler weight and balance features, and new application and Boone counties. Over time, the Lunken facility program interfaces. would add 80,000 square feet of hangar and mainte- Designed to support organizations that do busi- nance space. ness internationally, CORRIDOR’s Multi-Currency “We’re out of room at Butler County,” Brunsman Module integrates with all relevant modules in the said. “We’d like to get everybody under one roof and suite to manage multiple currencies throughout. have room for expansion. I have a major fi nancial “CORRIDOR Version 9 is comprehensive, provid- company in this city that has seven jets they want ing currency handling for all areas of your busi- to bring to me right now. I have no place to put ness”, said Continuum Founder and President Jack them.” Demeis. “With the increasing rate of globalization and the growing need to attract as much business as possible, the Multi-Currency Module in Version FltPlan.com 9 will provide valuable increases in effi ciency and Handles eAPIS Submissions customer service for our clients doing business eginning on May 18, all general aviation pilots globally.” departing from or arriving to the United States New capabilities provided by the Multi-Currency Bfrom an international airport are required to Module include handling of conversions and utiliza- electronically provide pilot information, aircraft tion of customer- and vendor-preferred currencies information, and passenger manifest to DHS/Cus- throughout. When CORRIDOR’s Enterprise Plus Continued on page 44
42 Aviation Business Journal | 3rd Quarter 2009 NEWS
NATA’s Operational Best Practices
ATA’s Safety & Security Committee is proud your operation, a record of revisions, and guidance to introduce best practices specifi cally devel- relating to your safety committee, safety manage- oped for FBOs. The fi rst of many to come, ment system, 50/10 stoppage procedures, proper Nthese operational best practices (OBPs) were propeller handling, safe securing of aircraft, foreign developed by industry experts on the committee object damage (FOD) prevention, and the safe tow- who bring together many years of aviation experi- ing of aircraft. The Safety & Security Committee en- ence. The recommendations contained in the OBPs courages you to evaluate your practices with NATA’s provide guidance that helps each FBO develop OBPs to ensure safety on your ramps. procedures applicable to its own operation and as- Members may view NATA’s OBPs on NATA’s Mem- sociated risks. bership Resources page or the Safety & Security NATA’s OBPs provide an introduction that guides page under “Important Links.” you through the process of tailoring the OBPs to Continued on page 44
OPERATIONAL BEST PRACTICE-GROUND Your Company Name Here Title: Propeller Handling No OBP-5
Effective Date: March 27, 2009 Revision: Original Purpose: The NATA Member Company has adopted this OBP for its employees, customers and guests for the safe handling of owned and customer aircraft propeller driven aircraft. Policy Responsibility: Chief Executive, General Manager, Line Supervisors, Maintenance Technician (as applicable). Policy: No employee shall touch an aircraft’s propeller with the intent of moving the propeller to hand prop or “turn it” / “pull it” through as a reciprocating (piston) engine propeller is very dangerous and may be positioned to fi r e . Procedure: ALWAYS APPROACH AS IF THE AIRCRAFT MAY BE READY TO START.
DO NOT GRAB, HOLD, PUSH, PULL, TOUCH OR LEAN ON ANY PROPELLER AT ANY TIME.
ALWAYS CHECK TO CONFIRM “MAGNETOS OFF” and “KEY OUT OF IGNITION.”
When installing chocks at the nose-wheel position—confi rm that the magnetos are in the “OFF” position and the electrical system is off before installing the chocks. EXTREME CAUTION MUST BE TAKEN WHEN IN CLOSE PROXIMITY TO PROPELLER(S).
When installing a tow-bar on a piston driven aircraft, do not handle the propeller. If the propeller will impede the swing of the tow-bar within the nose-wheel turning radius, the propeller should be moved OPPOSITE its normal rotation until it is out of the tow-bar radius.
THE PROPELLER MUST NEVER BE MOVED IN ITS NORMAL ROTATION FOR ANY REASON.
Technical services personnel should adhere to extreme caution when working with reciprocating piston engines.
PPE: As applicable to Operational Best Practice adopted by Member Company. OBP-5 on safe propeller handling
Aviation Business Journal | 3rd Quarter 2009 43 Safety 1st News Continued from page 43 Aircraft Ground Service Online ATA’s Safety 1st is diligently working on phase the most complex aircraft, jets, in mid to late sum- two of the PLST Online. The popular Aircraft mer. The AGSO will be available to current NATA Ground Service Guide will be updated and members who sell fuel and/or participate in NATA’s Nexpanded to include vital ground servicing Safety 1st PLST Online. Eligible NATA members will details on the general aviation aircraft that visit receive access instructions by email and notices your ramps. The best part is the guide will be avail- will be posted in our newsletters. able 24/7 online and will include the most up-to- If you are not sure you have access, contact date specifi cations along with pictures and videos [email protected] or (703) 845-9000 to ensure you of critical refueling and towing details. have access to the most up-to-date aircraft details NATA’s Aircraft Ground Service Online (AGSO) possible. will be released on a rolling basis beginning with
Member News Continued from page 42
toms (CBP) at least 60 minutes prior to departure. young people about the numerous career opportu- Complying with the new eAPIS rules is important, nities in aviation, engineering, and related fi elds of and doing it right is imperative. The fi rst fi ne for an study. To be eligible, scholarship applicants must infraction is $5,000. be in the top 25 percent of their class and intend to In anticipation of this requirement, FltPlan.com pursue a two- or four-year college program in avia- researched the CBP site and developed proprietary tion/aerospace or one of a number of related fi elds, software that would make life easier for Part 91 such as math, science, and engineering. operators fl ying internationally. This year, nine scholarships of $1,500 each were Bob Allen, who has ten years of experience at Flt- awarded to students representing 14 different towns Plan.com, is the coordinator of the eAPIS program. in the surrounding area. The awards ceremony He has spoken with hundreds of pilots over the past provides an opportunity for people from local communities to see fi rst-hand the environmental two months and said the eAPIS system has been and safety initiatives of Teterboro Airport, which universally well received by the many pilots that employs approximately 1,200 people. signed up for it. Mauricio Delgado, one of this year’s scholarship In March, FltPlan.com was the fi rst commercial recipients, is a graduate of Teaneck High School provider to be certifi ed by DHS/Customs for sub- and is going on to science and pre-med studies at missions of eAPIS Manifest for Part 91 operators. Essex County Community College. “I’m really grate- Since FltPlan.com’s fi rst submissions on April 1, ful for this opportunity,” he said. “As a student it’s it has continued to improve and modify the system always good to have some help.” to make our eAPIS program even more versatile. Dassault Falcon has hosted the Teterboro Airport Community Benefi t Fund awards ceremony for three consecutive years and has been a major con- Dassault Falcon Hosts tributor to the fund since 2001. Awards Ceremony for Fund n June 3, Dassault Falcon hosted the 23rd Executive Air Adds Capabilities annual awards ceremony for the Teterboro xecutive Air at Austin Straubel International OAirport Community Benefi t Fund. The fund Airport (GRB) in Green Bay, Wis., with its was established in 1986 and has provided more Efriendly, non-stop service has been approved by than $124,000 in scholarship awards to nearly 150 the USDA for handling international trash. Remem- individual students. ber that when you make your U.S. Customs stop at John Panarello, co-chair of the scholarship com- Executive Air (GRB). mittee, said that a goal of the fund is to help inform
44 Aviation Business Journal | 3rd Quarter 2009 NEW NATA MEMBERS
Affi liate • Fighter Rebuilders LLC • Bank Of America • Fargo Jet Center • BJ Aviation LLC Steve Hinton, Owner Jared Ramseur, LST James Sweeney, President Carl Brady, Managing Member 7000 Merrill Ave., #17 5416 Airport Dr. 3802 20th St. N 6231 S. Airpark Place Chino, CA 91710 Charlotte, NC 28208 Fargo, ND 58102-0908 Anchorage, AK 99502 (909) 393-8403 (704) 386-5818 (701) 235-3600 (907) 229-8304 Fax: (909) 597-4755 Fax: (704) 359-8943 Fax: (701) 235-9717 [email protected] [email protected] [email protected] [email protected] www.bankofamerica.com www.fargojet.com • City of Trenton • Lockton Companies, LLC. John Beier, Airport Manager Christopher Sullivan, Vice President • Caribbean Support & • FBO Solutions Group 1400 Airport Rd. 5847 San Felipe, Suite 320 Flight Services LTDA Matthew Reider, President Trenton, MO 64683-8364 Houston, TX 77057 Oscar Campos, US Manager 112 Airport Rd., # 398 (660) 359-5154 (713) 458-5200 Rafael Nunez International Airport Coatesville, PA 19320-5800 Fax: (660) 359-2284 [email protected] Cartagena (484) 354-8505 [email protected] www.lockton.com (813) 541-7550 [email protected] www.trentonmo.com • The Allen Groupe Fax: (813) 425-9378 www.fbosolutionsgroup.com [email protected] • Evansville Vanderburgh Airport Leandro Bacaltchuk • Flight Alaska Inc. Director of Business Development www.caribbeansupportfs.com Tim Vottis, President Authority 6390 Turner Dr. 1515 E Tudorro Douglas Joest • Coastal Helicopters Indianapolis, IN 46241-4966 Chip Paige, President Anchorage, AK 99516 Treasurer and Finance Manager (407) 825-6910 (907) 342-3009 7801 Bussing Dr. 16425 Vanowen St. Fax: (407) 825-6911 Van Nuys, CA 91406-4730 Fax: (907) 243-2811 Evansville, IN 47725-6728 [email protected] timvottis@fl talaska.net (812) 421-4401 (818) 989-4800 Fax: (812) 421-4412 Regular Fax: (818) 989-4448 • Flight Training Center Inc. [email protected] Jeff Lefever, Owner [email protected] • Aircraft Technicans Inc. www.evvairport.com www.coastalcopters.net 740 Airport Rd. David Burchfi eld • DayJet Corp. Ormond Beach, FL 32174-8755 • Lincoln Airport Authority 2285 Airport Highway Nancy Lee Iacobucci (386) 677-5724 April McDaniel Alcoa, TN 37701 Chief Executive Offi cer Fax: (386) 677-9575 Deputy of Administration (865) 681-4553 1730 S. Federal Highway, PMB 386 [email protected] 2400 West Adams, Suite 200 Fax: (865) 681-4521 Delray Beach, FL 33483 Lincoln, NE 68524 [email protected] • Flightcraft Inc. - Portland (561) 454-2701 (402) 458-2400 www.aircrafttechnicans.net David Jinings Fax: (561) 454-2727 Director, Customer Service [email protected] • Alaska Sportman’s Lodge, LLC www.lincolnairport.com [email protected] 7777 NE Airport Way Brian Kraft, Managing Member of LLC www.dayjet.com Portland, OR 97218-1025 Associate PO Box 231985 • DirectJet Aviation, Inc (503) 335-6511 Anchorage, AK 99523-1985 Danya Sammons, Controller Fax: (503) 335-6503 • Aero Photo (907) 276-7605 16051 Addison Road, Ste. 304 davidj@fl ightcraft.com Patricia Gerino, Owner [email protected] 4000 16th Street North Addison, TX 75001 www.fl ightcraft.com St. Petersburg, FL 33703 • Alliance Aviation Fuels Inc. (972) 977-1402 • Harrison Aviation - Arlington (727) 520-8181 Sherwin Pilgrim, Administrative Manager [email protected] Nathan Mikula, General Manager [email protected] 8104 Lindberg Bay www.ProAirCharter.com 5070 S Collins St., Ste. 100 www.aerophoto.com St. Thomas, VI 00802-5945 • Dulles Jet Center Arlington, TX 76018-1134 (340) 777-4646 Ross White, Operations Manager (817) 557-0350 • Air Routing Fuel Fax: (340) 777-4545 23800 Windsock Dr. Fax: (817) 557-2756 Debbie Highsmith [email protected] Dulles, VA 20166 [email protected] Manager, Business Development www.allianceaviation.net Domestic Fuel (703) 996-1201 www.harrisonaviation.com 2925 Briar Park Dr., 7th Fl. • APS Airparts Services LLC Fax: (703) 996-1205 • Imaginaire Private Jet Charter Houston, TX 77042-3720 Modesto Grande, President [email protected] Bill Koch, President & CEO (713) 430-7295 1550 NW 89th Ct. • Eagle Sky Patrol Inc. 4553 Glenn Curtiss Dr. Doral, FL 33172-2647 Fax: (713) 430-7052 John Kruse, President Addison, TX 75001-3244 (305) 594-7338 [email protected] 11885 Roubaix Lake Rd. (972) 559-1000 Fax: (305) 594-0242 www.ar-group.com Lead, SD 57754-3814 [email protected] [email protected] (605) 584-1188 • Alabama Aircraft Industries, Inc. www.airpartssupport.com Randall Shealy, Senior VP & CFO Fax: (605) 584-1449 1943 50th St. N • Atlanta Jet, Inc. [email protected] Birmingham, AL 35212-1007 Bill Houston, CFO www.eagleskypatrol.com (205) 510-4944 490 Briscoe Blvd. Fax: (205) 595-7079 Lawrenceville, GA 30045-6701 [email protected] (770) 338-1552 www.alabamaaircraft.com Fax: (770) 338-1249 [email protected] Continued on page 46
Aviation Business Journal | 3rd Quarter 2009 45 New Members Continued from page 45
• In-Flight Crew Connections, LLC • NorthCoast Jet Management • SST Aero Services • Virgin Charter Jennifer Guthrie, Director of Operations Kirk Ensley, President Telford Allen III, Owner Scott Duffy, CEO PO Box 10346 7092 Highland Rd., # 300 202 Maine Ave., # B 3420 Ocean Park Blvd., Suite 3050 Charlotte, NC 28212 Waterford, MI 48327-1502 Bangor, ME 04401-4323 Santa Monica, CA 90405 (704) 236-3647 (248) 886-8870 (207) 974-3035 (310) 593-2901 Fax: (704) 442-2765 Fax: (866) 787-5994 Fax: (207) 974-3038 Fax: 310-564-1965 jennifer.guthrie@infl ightcrewconnections. [email protected] [email protected] [email protected] com • Ocean Air Aviation • TB Aviation, llc www.virgincharter.com www.InFlightCrewConnections.com 1180 Airport Way Pat Masur • Wayfarer Aviation, Inc. • Jet Linx Aviation Corporation North Bend, OR 97459 Chief Pilot/Director of Aviation Angela Ferragamo Jerry Beninato, Vice President & Controller (541) 756-6903 Glacier Park International Airport VP, Marketing & Communications PO Box 19089 Fax: (541) 756-6962 4170 Hwy 2 East, Box 18 6 International Dr. Omaha, NE 68119-0089 www.oceanairaviation.com Kalispell, MT 59901 Rye Brook, NY 10573-1070 (402) 422-0393 • Odyssey Aviation - Nassau (760) 500-2321 (914) 933-4800 Fax: (402) 422-0286 Steven Kelly, Chief Executive Offi cer Fax: (801) 459-8890 Fax: (914) 939-3206 [email protected] 1535 S Perimeter Rd. [email protected] [email protected] • JetCorp Technical Services, Inc. Hangar 36A • Victory Eagle Aviation www.wayfareraviationinc.com Troy Funk, Vice President Fort Lauderdale, FL 33309-7105 Ben Werthwein, Maintenance Manager 18500 Edison Avenue (242) 377-3108 14355 Morris Dido Rd. Chesterfi eld, MO 63005 Fax: (242) 362-2548 Newark, TX 76071 (636) 530-7000 [email protected] (817) 252-3500 Fax: (636) 530-7001 www.odysseybahamasfsp.com Fax: (817) 252-3507 [email protected] • Pilgrim Air [email protected] www.jetcorp.com Gary Morgan, Aviation Manager www.victoryeagleaviation.org • KLNS Aircraft Services 7415 Hayvenhurst Place Cindy Kauffman, Offi ce Admin. Van Nuys, CA 91406 500 Airport Road, Suite Y (818) 400-0016 Advertiser Index Lititz, PA 17543 [email protected] Back cover (717) 735-9955 [email protected] Air BP Aviation Services Fax: (717) 735-9956 • Port City Air Air-Sur, Inc. Inside front cover [email protected] Kim Lussier, Line Service Mgr. www.klnsaircraft.com 104 Grafton Dr. Avfuel Corporation 3 • Mather Aviation LLC Portsmouth, NH 03801 Chevron Global Aviation Inside back cover Victor Cushing, Owner (603) 430-1111 10360 Macready Ave. Fax: (603) 430-1199 ExxonMobil Aviation 4 Mather, CA 95655-4109 kplfl [email protected] (916) 364-4711 www.portcityair.com Fltplan.com 6 Fax: (916) 364-4715 • Shell Canada Ltd. Horizon Business Concepts 35 [email protected] William Kwas, AME-Training & Standards • Mazzei Flying Service PO Box 510 KaiserAir 29 4885 East Sheilds, #201 1441 Aviation Park NE Fresno, CA 93726-6420 Calgary, AB T2E 8M7, Canada McBreen & Kopco 8 (559) 251-7501 (403) 384-5154 26 Fax: (559) 255-8900 Fax: (403) 275-2926 Midcoast Aviation www.fl ymfs.com [email protected] NATA Line Service Supervisor Training Seminar 13 • MJ Air LLC www.shell.com William Magnus, President • Sierra Mountain Aviation, Inc. NATA Commercial Operators Tax Seminar 39 1517 Perimeter Rd. Gerald Rose, President NATA Sustaining Members 40 Suite 506, PBIA 13308 Nevada City Ave. West Palm Beach, FL 33406-1444 Grass Valley, CA 95945 NetJets 9 (561) 689-3536 (530) 273-5273 Fax: (561) 689-3538 Fax: (530) 273-6341 Phillips 66 Aviation 19 [email protected] [email protected] R. Dixon Speas Associates 31 • Noreast Aviation Service Inc. www.sierra-mtn-aviation.com John Steidinger, President/CEO • South River Aviation Sabre Flight Explorer 32 1475 Airport Rd. Julia Hochberg, Manager New Bedford, MA 02746 PO Box 2041 Signature Flight Support 10 (508) 996-1832 San Angelo, TX 76902 14 Fax: (508) 991-3266 (847) 571-7844 Universal Weather & Aviation [email protected] [email protected] USAIG 37 www.neaviation.comcastbiz.net www.southriveraviation.com Velcon Filters 8
46 Aviation Business Journal | 3rd Quarter 2009 For almost as long as there have been aircraft, Chevron Global Aviation has been in the business of keeping them airborne. With over 90 years of aviation experience, we’ve played a key role in developing products and technological advancements, always with an eye toward safety. Back in 1936, Chevron and Texaco formed Caltex to serve our customers in Asia. The merger of Chevron and Texaco in 2001 created Chevron Global Aviation and our family of brands. We invite you to be a part of aviation history as well. To learn more, visit www.chevronglobalaviation.com
Fueling the aviation business since aviation became a business.
Chevron Global Aviation forms after the Chevron and 2001 Texaco merger of 2001, bring- ing over 180 years of collective innovation and experience.
To increase safety, Chevron reinstates its 1926 program to 1948 aid pilots everywhere with the painting of town names on the rooftops of company buildings.
Texaco fuel suppliers remain a key part of a reliable system that continues to deliver high- Demonstrating the superior quality fuel to over 750 United
quality of Texaco aviation 2008 States airports. 1929 products, Frank Hawks pilots the Texaco No. 5 in his speed record setting transcontinental fl ight from Los Angeles to New York.
Texaco begins marketing aviation gasoline, later named 1922 Texaco Aviation Gasoline.
Chevron becomes the sponsor of North America’s famous solo aerobatic pilot,
2007 Captain Julie Clark.
Texaco launches AVJET and AVJET A-1 jet fuels. 1958
Available at over 2,168 supply points and airports nationwide, Texaco Using Chevron aviation 1939 products, Charles Lindbergh becomes the fuel of choice makes his historic trans- for the aviation business Chevron becomes the fi rst Atlantic fl ight from New York with more airline mileage company on the U.S. West fl own than any other 1927 to Paris. Coast to sell special aviation brand. fuel with the introduction of Red Crown Aviation © 2009 Chevron Products Company, a division of Chevron U.S.A. Inc., Houston, TX. 1918 Gasoline. Proudly Supported by Air BP
[ Harrison Ford, Actor and Pilot ]
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I’m Harrison Ford and I’ve volunteered to spread General aviation pumps billions of dollars into the the word about a costly and misguided federal economy. Millions of jobs and large and small budget scheme that would impose crippling new businesses depend on it. Let’s keep it that way. fees on general aviation that could devastate small Visit us at: www.GAServesAmerica.com. communities in every state.
We need your help. And you don’t have to be a pilot to pitch in. Working together, we can stop this.
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