FBO SURVEY Data Compiled by David Leach; Narrative by Curt Epstein

AirFlite

2015 • The Americas FBO SURVEY Data compiled by David Leach; narrative by Curt Epstein

seeds for such deals tend to be planted Bucaro echoes that sentiment. “We’re not Brighter skies ahead for FBO industry years in advance. interested in the number of dots we have There are approximately 3,000 FBOs in on the map. We’re interested in making As business aviation continued its slow that they expect fuel sales to rise by 5 to 8 the U.S., a number Dennis believes is too sure that the locations we add to our net- rebound in 2014, there were indications percent this year, a healthy improvement large. “I don’t think there is enough mar- work really add value to our customers, that the industry has left the bottom of on the 10 percent who looked for such ket activity to support all the FBOs we and so that they are really relevant in what the trough in the rearview mirror and is gains last year. have out there,” he told AIN. “We’re at the we do,” he said. slowly recovering. According to indus- While the pace of FBO industry con- point where in the next three to five years In this year’s FBO survey, AIN asked try data provider Argus, the good news solidation slowed during the recession, it is we’ll see another 10- to 20-percent consol- readers how they view the consolida- is that business aircraft flights in the U.S. heating up again as the economy stabilizes idation of the industry.” This math sug- tion trend: nearly half the respondents and Canada recorded a 14th consecutive and business grows. “It’s still not as good gests several hundred FBOs will vanish, were undecided as to whether a move monthly increase in January. However, as it was in 2006 and ’07, but business is either through acquisition by the major from individually owned locations to that activity varies significantly by sec- stable so I think people are realizing they chains or, for FBOs at smaller airports, those owned by chains is good or bad, tor: turboprops and large-cabin jets saw made it through a downturn,” said Dan by their rival independent locations. While while hundreds of comments supported gains, while light and midsize jets experi- Bucaro, president and CEO of Landmark the major chains will continue to grow, the arguments for each side. While some enced slight declines. “Most FBO opera- Aviation, which added 23 locations to its Dennis believes that process will slow as characterized the consistency a chain pro- tors I’ve been talking with are facing the network over the past year (18 of those the available locations at the nation’s top vides as a plus, others viewed chains as fact that we have a slow recovery,” said through its purchase of the Ross Avia- 100 airports are exhausted. Landmark’s lacking the personality a one-off location Stephen Dennis, president of FBO indus- tion chain). “They don’t want to struggle can offer. Regardless, Dennis believes the try consultancy Aviation Resource Group through another downturn, so there are Inside This Survey day of the independently owned FBO is International (ARGI). “They’re still see- more locations out there for sale.” far from over. “There’s still going to be a Top Performing FBOs Page 21 ing some improvement driven by the oil The primary reasons driving each FBO huge number of FBOs out there that are cost reduction, and many of the FBOs operator to sell differ from location to not part of the domain of the primary www.ainonline.com Top Rated FBOs Page 21 have picked up more margin.” location and owner to owner, according in the Americas networks.” The recent rise of upper-tier to Signature Flight Support president and “membership” networks of affiliated Brighter Outlook Spurs COO Maria Sastre. “Some of them are FBO Survey Rules and Page 21 FBOs that emphasize service levels is Methodology Talk of Sales, Consolidation ready to retire, and don’t have an obvious one way such locations look to remain That assessment corresponds with the successor,” she said, adding that the recent Top Rated FBOs in the Pages competitive. Such groups require mem- growing sense of optimism for this year improvements in the market might have Americas by Region 22 & 24 ber facilities to uphold defined levels of conveyed by an annual survey of more spurred others to consider whether now FBOs Showing the Largest customer service as a condition of mem- than 200 FBO operators by the Aviation is a good time to sell. One longtime FBO Increase in Overall Average Page 26 bership. Indeed, customer service remains Business Strategies Group (ABSG). More owner who sold recently told AIN that from 2014 to 2015 key: 90 percent of survey respondents than 60 percent of the survey respondents had he known the economic downturn Survey Questions Pages 22 & 26 indicated it is among their top consid- anticipated gains of at least 2.5 percent would last so long, he would have sold erations in selecting a facility. While the AIN’s 2015 FBO Survey Page 34 this year. “In our 2014 survey, the major- years earlier. “Clients of ours have told by the Numbers FBO chains offer loyalty and reward ity of respondents predicted at least a us they did miss the golden opportunity programs to attract and retain their cus- breakeven marketplace, with only about of 2006-2007, and they regret not having FBO Chains: Top Facilities Page 34 tomers, less than 7 percent of our survey 40 percent projecting more fuel sales vol- done something at that time,” said Dennis. Gift Card Winners Page 34 respondents listed it as one of their most ume,” noted ABSG partner Ron Jackson. A further consideration is whether own- important factors in choosing a service Page 34 Of those surveyed, 18 percent responded ers have received offers in the past, as the Above & Beyond provider. o © 2015 AIN Publications. All Rights Reserved. For Reprints go to

20 Aviation International News • April 2015 • www.ainonline.com Top-rated FBOs in the Americas (by Overall Average) Airport Overall FBO Airport Code Average The Top Performing FBOs AirFlite Aviation Services Long Beach/Daugherty Field KLGB 9.5 J.A. Air Center Aurora Municipal KARR 9.5 Tary himself, who also serves as a G550 Fargo Jet Center Hector International KFAR 9.4 AirFlite pilot in Toyota’s flight department. Not Long Beach Airport (KLGB), averse to integrating other winning strat- Jet Aviation Palm Beach International KPBI 9.4 Long Beach, Calif. egies, when he learns of a flight that will Tampa International Jet Center Tampa International KTPA 9.4 be visiting another successful FBO, he XJet Centennial KAPA 9.4 TOP 10% requests to be assigned that trip. Atlantic Aviation Charles B. Wheeler Downtown KMKC 9.3 Such real-life industry involvement Black Canyon Jet Center Montrose Regional KMTJ 9.3 9.5 allows him to share an invaluable per- Landing at the top in last year’s sur- spective with his staff. “We try to make Destin Jet Destin-Fort Walton Beach KDTS 9.3 Minneapolis St. Paul International/ vey with an overall score of 9.6, AirFlite this pilot-centric,” he told AIN. “All of Signature Flight Support KMSP 9.3 shares the honors again this year, accord- our customer service initiatives are really Wold-Chamberlain ing to AIN’s readers, earning top scores in based on my experience of going to hun- Signature Flight Support St. Paul Downtown Holman Field KSTP 9.3 three of the five survey categories. Clearly dreds of FBOs and trying to educate our Banyan Air Service Fort Lauderdale Executive KFXE 9.2 a case of getting it right the first time, CSRs to be able to understand and empa- Pentastar Aviation Oakland County International KPTK 9.2 the Toyota-owned FBO has occupied thize with the crewmember who is on the Texas Jet Fort Worth Meacham International KFTW 9.2 the same 34,000-sq-ft building at the Los road for 25 days a month.” Angeles-area airport for the past 23 years. With that in mind, the front-desk Wilson Air Center Memphis International KMEM 9.2 “We always reinvest in the infrastruc- staff is aware of all the newest hot spots, Atlantic Aviation Pittsburgh International KPIT 9.1 ture, one way or the other,” explained local events and latest activities and can Base Operations at Page Field Page Field KFMY 9.1 general manager John Tary. “We’re con- quickly recommend a pleasant diver- Business Jet Center Dallas Love Field KDAL 9.1 tinuously upgrading what we have and sion, from electric bicycle tours to movie Henriksen Jet Center Austin Executive KEDC 9.1 investing in new technologies.” screenings at the beach. Among the refurbishments over the AirFlite has participated in Ritz- Jet Aviation William P. Hobby KHOU 9.1 past year were a $100,000 redesign of the Carlton’s customer service training pro- Meridian Teterboro KTEB 9.1 Fort Lauderdale/Hollywood customer service desk and audio-visual gram since long before it was a require- National Jets KFLL 9.1 equipment upgrades for the conference ment for FBOs in World Fuel’s Air Elite International

rooms, which seat 12 and 25, respectively. network, of which the FBO was a found- TOP 20% Rectrix Aerodrome Centers Sarasota/Bradenton International KSRQ 9.1 The facility’s 70,000 sq ft of hangar ing member. This year for the first time, Showalter Flying Services Orlando Executive KORL 9.1 space, which can accommodate the lat- the location’s line service staff will par- (now Atlantic Aviation) est class of ultra-long-range business ticipate alongside the CSR staff. Monterey Jet Center Monterey Peninsula KMRY 9.0 jets, has reached 85-percent occupancy, In one recent situation, a tenant pilot Orion Jet Center Opa-Locka Executive KOPF 9.0 according to Tary, with 20 based turbine realized while boarding an airliner across aircraft ranging from Gulfstream G450s the airport that he had left his cellphone Premier Jet McClellan-Palomar KCRQ 9.0 Signature Flight Support to a Pilatus PC-12. While the number of in his car at the FBO. Using his copilot’s Scottsdale Airport KSDL 9.0 large jets at the FBO (including a tenant’s phone, he called the FBO. An AirFlite CSR (formerly Scottsdale AirCenter) MD-85, which remains outdoors) has scooped up the phone, navigated the out- Signature Flight Support (NetJets) Palm Beach International KPBI 9.0 remained fairly constant, the company side perimeter of the airport, cleared secu- Skyservice Lester P. Pearson International CYYZ 9.0 has noted a recent influx of midsize jets. rity and somehow convinced the gate agent Wilson Air Center Charlotte/Douglas International KCLT 9.0 One of AirFlite’s trump cards lies in CONTINUES ON NEXT PAGE Denver JetCenter Centennial KAPA 8.9 Landmark Aviation Charleston AFB/International KCHS 8.9 Million Air William P. Hobby KHOU 8.9 Million Air Indianapolis International KIND 8.9 Sheltair Orlando Executive KORL 8.9 Signature Flight Support Chicago Executive KPWK 8.9 Vail Valley Jet Center Eagle County Regional KEGE 8.9 TOP 30% Atlantic Aviation Chicago Executive KPWK 8.8 Atlantic Aviation Tucson International KTUS 8.8 Fontainebleau Aviation Opa-Locka Executive KOPF 8.8 Global Select Sugar Land Regional KSGR 8.8 Landmark Aviation Teterboro KTEB 8.8 Million Air San Antonio International KSAT 8.8 Sheltair Savannah/Hilton Head International KSAV 8.8 Skyservice Pierre Elliott Trudeau International CYUL 8.8 Stuart Jet Center Witham Field KSUA 8.8 AirFlite * FBOs with the same overall average are listed in alphabetical order www.ainonline.com

FBO SURVEY RULES AND METHODOLOGY In 2006, AIN moved the FBO survey online. AIN has continued to To arrive at the averages for the categories, each FBO’s ratings in add more and more FBOs each year and now offers our respondents each of the five categories are added separately and the resulting five This report of AIN’s 2015 FBO survey covers fixed-base a comprehensive list of more than 4,500 FBOs worldwide. Via e-mail sums are then divided by the total number of responses received for operations in the U.S., Canada, Mexico, South and Central America and announcements in AIN’s e-newsletters, AIN invited all qualified each respective category. and the Caribbean–in other words, the Western Hemisphere. Next subscribers to participate in the survey. Each invitee receives a An FBO’s overall average is calculated by adding all the month’s report will cover FBOs in the Eastern Hemisphere. discrete code to enter the survey website, to prevent individuals individual category ratings received by that FBO and dividing the AIN has been conducting surveys asking about the service from filling out the questionnaire more than once. resulting sum by the total number of all category ratings received that FBOs provide their customers and publishing reports of the The questionnaire asks readers to evaluate FBOs they visited by the FBO. In other words, if a particular FBO was evaluated by 50 results from these surveys since 1981. Initially, AIN sent out a the previous year in five categories: line service; passenger people (and assuming that all these 50 evaluators gave that FBO a paper survey questionnaire by mail to qualified subscribers in amenities; pilot amenities; facilities; and customer service rating in each of the five categories), then the FBO would receive a the U.S., these being pilots, flight attendants and dispatchers–the representatives (CSRs). For each of these categories, the total of 250 category ratings. These 250 category ratings are added people who use or make arrangements with FBOs. In later years, participant is asked to assign a number from 1 to 10, one being together and then the sum is divided by 250 to arrive at the overall qualified subscribers in the rest of North America and the rest of the lowest and 10 being the highest. average for this FBO. –D.L. the world were added. © 2015 AIN Publications. All Rights Reserved. For Reprints go to

www.ainonline.com • April 2015 • Aviation International News 21 FBO SURVEY ROCKY MOUNTAINS WEST

Denver Metro Area Los Angeles Metro Area XJET KAPA 9.4 AIRFLITE AVIATION SERVICES KLGB 9.5 DENVER JETCENTER KAPA 8.9 ATLANTIC AVIATION KLAX 8.6 SIGNATURE FLIGHT SUPPORT KAPA 8.1 ATLANTIC AVIATION KSNA 8.4 J.A. Air Center TAC AIR KAPA 8.0 LANDMARK AVIATION KLAX 8.4 CONTINUED FROM PRECEDING PAGE a tenant-owned Boeing 737 that just LANDMARK AVIATION KBJC 7.7 MILLION AIR KBUR 8.4 to re-open the cabin door and have a flight arrived at the Phillips 66-branded FBO Mountain Area SIGNATURE FLIGHT SUPPORT KSNA 8.4 attendant reunite the pilot with his phone, and joins the ranks of a dozen based jets, BLACK CANYON JET CENTER KMTJ 9.3 San Diego Metro Area much to the astonishment of his fellow pas- which include a variety of Challengers, VAIL VALLEY JET CENTER KEGE 8.9 PREMIER JET KCRQ 9.0 sengers. “I’m sure they wanted to jump him, Learjets and Citations. “[The 737’s fuel] ATLANTIC AVIATION KASE 8.0 LANDMARK AVIATION KSAN 7.8 but that’s another story,” said Tary. volumes alone are going to be a nice Until recently the location was also increase,” Fank noted. In anticipation Phoenix/Scottsdale Metro Area San Francisco Metro Area SIGNATURE FLIGHT SUPPORT MONTEREY JET CENTER KMRY 9.0 home to Toyota’s North American flight of its arrival, the company acquired its KSDL 9.0 (formerly Scottsdale AirCenter) operations, but with the migration of its own set of airstairs, making it one of the LANDMARK AVIATION KOAK 8.2 SWIFT AVIATION SERVICES KPHX 8.7 U.S. headquarters and flight department few GA airports in the area capable of ATLANTIC AVIATION KSJC 7.8 to Texas from California, industry specu- handling the 737. The FBO’s 125,000 sq CUTTER AVIATION KPHX 8.5 SIGNATURE FLIGHT SUPPORT KSFO 7.3 lation is rife regarding the future of the ft of hangar space can take aircraft up to LANDMARK AVIATION KSDL 8.2 highly regarded facility. a Gulfstream G650, so for now the new KAISERAIR OAKLAND JET CENTER KOAK 7.0 arrival will live outdoors. Tucson Metro Area Las Vegas Metro Area ATLANTIC AVIATION KTUS 8.8 J.A. Air Center One of two service providers at Aurora, ATLANTIC AVIATION KLAS 8.5 the CAA-preferred J.A. Air Center (which Aurora Municipal Airport (KARR), Salt Lake City Metro Area SIGNATURE FLIGHT SUPPORT KLAS 8.5 shared top scores in passenger and pilot TAC AIR KSLC 8.4 Sugar Grove, Ill. amenities this year) claims the majority HENDERSON EXECUTIVE AIRPORT KHND 6.9 of GA traffic there, according to Fank, Sun Valley Seattle Metro Area who describes the facility as “literally one ATLANTIC AVIATION SUN 8.3 CLAY LACY AVIATION KBFI 8.5 9.5 stoplight” from downtown Chicago via Grand Junction Metro Area LANDMARK AVIATION KBFI 7.8 Once known as Joliet Avionics, J.A. highways. “It’s just such easy in-and-out WEST STAR AVIATION KGJT 8.1 (formerly Galvin Flying Services) Air Center at Chicagoland’s Aurora access not only from the roadside but also Palm Springs Metro Area Municipal Airport has been a top per- from the airside because you’re not get- *Note: FBOs with the same overall average are listed in alphabetical order LANDMARK AVIATION former in AIN’s survey for the past sev- ting into the Class B airspace,” he said. KTRM 8.7 (formerly Tradition Aviation) eral years. The company is celebrating its “You’re landing here before you enter it.” ATLANTIC AVIATION KPSP 8.0 50th anniversary this year, having oper- The facility is open 24/7 and has 70 NORTHEAST ated from DuPage Airport for most of employees. It includes one of the coun- SIGNATURE FLIGHT SUPPORT KPSP 7.8 that time (it is only seven years into its try’s largest avionics shops, along with a Portland Metro Area 40-year lease at Aurora). maintenance department, interiors shop, ATLANTIC AVIATION KPDX 8.6 While business over the past year was detailing operation and aircraft manage- somewhat flat, according to FBO oper- ment division. “Basically it’s your one- *Note: FBOs with the same overall average are listed ations manager Randy Fank, this year stop shop,” said Fank. “We’ll sell you in alphabetical order holds great promise. “We’re expecting the airplane, house the airplane, main- probably close to a 30-percent increase tain the airplane, charter the airplane if in business, if not higher,” he told AIN. you want us to–anything you need can be GREAT LAKES Much of that anticipation stems from done under one roof.” In terms of customer service Fank Boston Metro Area What do some FBOs do that believes there are no mysteries. “It’s JET AVIATION KBED 7.9 make you avoid them? always the same. Take care of the cus- (Respondents were asked to choose three) tomer in the back of the airplane and get SIGNATURE FLIGHT SUPPORT KBED 7.4 Poor customer service for passengers 71.0% them on their way, then you take care of SIGNATURE FLIGHT SUPPORT KBOS 6.6 Unprofessional/improperly trained CSRs 46.2% the customer in the front of the airplane,” New York Metro Area Rundown/unclean facility 45.3% he said. “You’ve just got to go in there MERIDIAN KTEB 9.1 Poor care of aircraft 41.5% with a good attitude and take every day www.ainonline.com the same.” That consistent attitude has LANDMARK AVIATION KTEB 8.8 Ramp fees 26.5% earned the facility an overall score of 9.5 JET AVIATION KTEB 8.7 Charging separately for services such as Chicago Metro Area 25.5% in AIN’s survey for the past three years. MILLION AIR KHPN 8.5 coffee, ice, newspapers, etc. J.A. AIR CENTER KARR 9.5 One recent service addition is valet SIGNATURE FLIGHT SUPPORT WEST KHPN 8.5 Lack of proper ground-handling equipment 17.8% parking of customer vehicles from the (formerly Jet Systems) SIGNATURE FLIGHT SUPPORT KPWK 8.9 Adding a fee for handling of catering 8.6% streetside arrivals canopy to an indoor Pittsburgh Metro Area ATLANTIC AVIATION KPWK 8.8 facility where they are detailed. “We then Billing errors 4.5% ATLANTIC AVIATION KPIT 9.1 ATLANTIC AVIATION KMDW 8.4 Spilling fuel on my aircraft 3.1% bring them back from our heated facility and have them at the front door upon Philadelphia Metro Area SIGNATURE FLIGHT SUPPORT KMDW 7.3 the [customer’s] arrival,” said Fank. “It’s ATLANTIC AVIATION KPHL 8.3 Detroit Metro Area How do you view the increasing trend of FBO consolidation, moving from individually owned been a well received selling point for our Washington D.C. Metro Area PENTASTAR AVIATION KPTK 9.2 customers travelling through, especially locations to those operated by service provider LANDMARK AVIATION KIAD 8.4 Indianapolis Metro Area chains? in the winter months.” That corresponds SIGNATURE FLIGHT SUPPORT KIAD 8.4 MILLION AIR KIND 8.9 Undecided 49.6% nicely with the facility’s 18,000-sq-ft airside arrivals canopy, which shelters air- SIGNATURE FLIGHT SUPPORT KBWI 7.8 Negatively 33.0% *Note: FBOs with the same overall average are listed craft from the weather. *Note: FBOs with the same overall average are listed in in alphabetical order Positively 17.3% alphabetical order

22 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY SOUTH SOUTHEAST

XJet

Dallas Metro Area Atlanta Metro Area TEXAS JET KFTW 9.2 EPPS AVIATION KPDK 8.4 BUSINESS JET CENTER KDAL 9.1 Charlotte Metro Area MILLION AIR KADS 8.6 WILSON AIR CENTER KCLT 9.0 CONTINUED FROM PAGE 22 JET AVIATION KDAL 8.4 Orlando/Tampa Metro Area lot of our membership is in the oil-and- LANDMARK AVIATION KDAL 8.4 TAMPA INT’L JET CENTER KTPA 9.4 XJet gas market and the real estate business, so Houston Metro Area SHOWALTER FLYING SERVICE we don’t have that seasonal fluctuation,” KORL 9.1 Centennial Airport (KAPA), JET AVIATION KHOU 9.1 (NOW ATLANTIC AVIATION) he said. “There are definitely seasons, but Englewood, Colo. we have much more consistent summer MILLION AIR KHOU 8.9 SHELTAIR KORL 8.9 traffic than say the mountain towns.” GLOBAL SELECT KSGR 8.8 ATLANTIC AVIATION KMCO 8.2 While the company’s catch phrase, WILSON AIR CENTER KHOU 8.4 Palm Beach/Fort Lauderdale Metro Area 9.4 “It’s not an FBO; it’s XJet,” might seem Austin/San Antonio Metro Area JET AVIATION KPBI 9.4 It has been a busy year for XJet. The clichéd, that mantra extends deep into HENRIKSEN JET CENTER KEDC 9.1 BANYAN AIR SERVICE KFXE 9.2 company, which began operations in the company’s structure. “We’re not an 2007 as a private jet club at Denver-area aviation company, we’re a service com- MILLION AIR KSAT 8.8 NATIONAL JETS KFLL 9.1 Centennial Airport and welcomed tran- pany,” said Stewart. “That’s always been ATLANTIC AVIATION KAUS 8.5 SIGNATURE FLIGHT SUPPORT (NETJETS) KPBI 9.0 sient aircraft two years later, exported our model, so that’s what we’re focused SIGNATURE FLIGHT SUPPORT KAUS 8.4 STUART JET CENTER KSUA 8.8 the “seven-star customer service” that on, and we want to wow every customer New Orleans Metro Area Fort Myers/Naples Metro Area has earned it accolades. First, it opened every time.” AIN readers have noticed BASE OPERATIONS AT PAGE FIELD KFMY 9.1 a location at London Stansted Airport the attention, and XJet shares the high- LANDMARK AVIATION KNEW 8.5 and has plans to begin operations at est CSR score in this year’s survey. Serv- ATLANTIC AVIATION KMSY 8.1 RECTRIX AERODROME CENTERS SKSRQ 9.1 another this summer in the private avi- ing the community is also important to *Note: FBOs with the same overall average are listed in NAPLES AIRPORT AUTHORITY KAPF 8.5 alphabetical order ation terminal at Dubai World Central the company. The annual event it hosts to PRIVATESKY AVIATION SERVICES KRSW 8.2 Airport. It has begun construction on a benefit the Boys and Girls Club of Denver Miami Metro Area base at Paris Le Bourget, and late last raised more than $1 million in one night. MIDWEST year announced a deal to develop a sec- XJet offers a full slate of amenities, ORION JET CENTER KOPF 9.0 ond Middle East FBO at Saudi Arabia’s and among the most popular is the auto FONTAINEBLEAU AVIATION KOPF 8.8 Dammam Airport. spa, where customers can leave their ter- LANDMARK AVIATION KMIA 8.3 According to company founder and restrial rides for detailing and even main- LANDMARK AVIATION KOPF 8.0 president Josh Stewart, that expansion tenance. A recent deal with local luxury (formerly Miami Executive Aviation) would not have been possible without the auto dealers has a Ferrari and a Bentley Charleston Metro Area success of the original location. “It’s the stationed at the FBO solely to provide LANDMARK AVIATION KCHS 8.9 XJet Denver model in the United States test drives. that we’re replicating around the globe, Memphis/Nashville Metro Area so it’s all based on that foundation,” he Jet Aviation WILSON AIR CENTER KMEM 9.2 told AIN. ATLANTIC AVIATION KBNA 8.6 True to its jet-owner club roots, the Minneapolis/St. Paul Metro Area Palm Beach International Airport, Florida Panhandle company maintains a roster of mem- West Palm Beach, Fla. SIGNATURE FLIGHT SUPPORT KMSP 9.3 DESTIN JET KDTS 9.3 bers at Centennial who have 21 jets at SIGNATURE FLIGHT SUPPORT KSTP 9.3 the facility ranging from a Cessna CJ3+ Savannah Metro Area Fargo Metro Area to a Bombardier Global 5000, which SHELTAIR KSAV 8.8 occupy its 47,000 sq ft of hangar space. 9.4 FARGO JET CENTER KFAR 9.4 To accommodate transient traffic, the Jet Aviation’s 26.5-acre facility at Kansas City Metro Area *Note: FBOs with the same overall average are listed in alphabetical order company leases additional hangar space Palm Beach International has won more ATLANTIC AVIATION KMKC 9.3 on the field during peak periods, and it awards than its six other bases in the U.S., St. Louis Metro Area has seen that investment pay off with a and John Langevin, the company’s vice 163-percent increase in hangar revenue president of North American FBO opera- MILLION AIR KSUS 8.1 over the past year. tions, attributes that success to the people. SIGNATURE FLIGHT SUPPORT KSTL 6.9

Its other commitments around the “The facility is in the Florida area, *Note: FBOs with the same overall average are listed in world and the recent state of the global [and] you go down there and it’s like the alphabetical order www.ainonline.com economy have prompted the company happiest place on Earth,” he told AIN. to defer a planned major expansion at “Most of our staff, especially our CSRs KAPA that would double the size of the and our line techs, has been there for 20 Jet Aviation PBI facility. However, it is enhancing its pilot to 25 years. They know their customers, amenities there with new snooze rooms so well that if the customers are flying and a dedicated “relaxation room” offer- over and can’t stop by, they’ll call in just ing massage service slated to open in the to say hi to the ladies.” Indeed, the loca- second quarter of the year. tion’s customer service staff shares that One of four service providers at Cen- category’s top score this year. tennial, XJet is not the biggest or busiest, The FBO, one of three providers that yet the company is happy with its 15-per- split the GA traffic pie evenly at the inter- cent share of the airport’s traffic. Over national airport, according to Langevin, the past year, it reported margin growth is open 24/7 and has a high-season staff of 14 percent. of 38, a number that dips to 24 full-time Unlike many service providers in the employees in the off season. Denver area, XJet does not see much sea- Like all Jet Aviation locations, it is a sonal variation, according to Stewart. “A CONTINUES ON PAGE 26 © 2015 AIN Publications. All Rights Reserved. For Reprints go to

24 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY

CONTINUED FROM PAGE 24 which attracted more than 1,200 guests member of the Air Elite network and its as well as numerous display aircraft and CSR staff regularly undergoes Ritz Carl- exotic cars. The company also used the ton service benchmarking as well as con- event as an opportunity to conduct an flict management training, while its line aviation career day for members of the staff is NATA Safety 1st certified. Ramp local Boys and Girls club, most of whom attendants (“ambassadors”) meet every had never seen a private aircraft. arriving flight and escort passengers to their valet-parked vehicles, which can be Tampa Jet Center brought right out to the aircraft. Tampa International Airport (KTPA), Built in 1985, the 9,850-sq-ft terminal is set to undergo a $225,000 refur- Tampa, Fla. bishment of the lobby and front counter area that will bring it in line with the chain’s new design scheme, launched at 9.4 the flagship Zurich location. A company- wide uniform branding was also recently Last October the Tampa Jet Center cel- adopted. Among its amenities are onsite ebrated its 10th anniversary, and for most car rentals and relaxation rooms with of that decade the facility has landed in the zero-gravity recliners for crewmembers. high rungs of AIN’s annual FBO survey. Passes for golf are available, and the FBO “I think it’s easy to say what you’re going has arrangements with several nearby to do,” noted company president Phillip hotels for pilots to have use of fitness Botana. “It’s a lot harder to execute on that rooms for a day rate. The World Fuel/ every day of the year, and I think that’s Phillips 66 location has a 12-seat confer- what our people work hard at doing.” ence room as well as a 60-seat training One of two service providers at Tampa room, both A/V equipped. International, the company saw the best Tampa Jet Center The facility is home to 60 turbine air- year in its history last year, up 11 percent in craft, from a G650 to a PC-12. During fuel sales from the previous year. He noted the winter peak season, occupancy in the mix of corporate and private aircraft sq ft of hangar space is near capacity, International Airport. the FBO’s 170,000-sq-ft hangar–which customers ensures that traffic does not fall with 35 turbine airplanes ranging from A noted tech stop for aircraft cross- can accommodate aircraft up to a BBJ or off too markedly from its winter high during a King Air to a Global 5000. It is nego- ing the country from the Pacific North- ACJ–technically exceeds capacity, reach- the rest of the year. The company also just tiating with the airport, currently in the west, the airport has also seen gains as ing up to 115 percent oversold. Langevin received a three-year renewal of its contract midst of a $1 billion expansion project, an entry port for European traffic headed attributes that overflow of about 20 air- as a NetJets-preferred FBO. for permission to add a 32,000-sq-ft han- to California and Las Vegas, spurred by craft to snowbirds fleeing the wrath of While many of the location’s 27 full-time gar to meet the demand. the opening of a 24/7 customs and immi- winter. Otherwise, he said the clientele is staffers have been there for most–if not all– With a decade under its belt, the com- gration facility adjacent to the FBO. This a fairly even split of private and corpo- of its existence, when it does come time to pany spent $50,000 to spruce up the cus- has helped the FBO, which tied this year rate customers. hire new workers the company has a rigor- tomer areas in the 12,000-sq-ft terminal for highest score in passenger amenities, In January the facility again played host ous selection process involving the rest of and paint the building façade. “The boost its international business by 12 per- to Jet Aviation’s annual La Bella Mac- the employees. “Just to get hired on our line, wallpaper on some of the corners going cent over the past year. The recent World china exhibition and charity fundraiser, you get interviewed by probably five or six around the halls was starting to get a lit- Skiing Championships in Colorado (held people here, including me,” said Botana. He tle worn from 10 years of traffic, so we February 2 to 15) provided a welcome What are the three most important factors believes that involving the current employ- decided it was time to stay on top of it,” bump in traffic as well. you look for when choosing an FBO? ees gives them a sense of ownership in the said Botana. On tap for this year is a ren- The company broke ground last sum- (Respondents were asked to choose three) process and inspires them to help their new ovation of the pilots’ lounge. mer on a 30,000-sq-ft heated hangar to Excellent customer service 88.5% colleagues learn and succeed. Along with a 12,500-sq-ft arrivals supplement the 145,000 sq ft where it Fuel pricing 62.6% On the ramp, company philosophy dic- canopy that can accommodate the lat- houses 80 aircraft, 30 of them turbine Passenger amenities 39.9% tates that all arriving aircraft receive the est long-range business jets, another of powered, ranging from a Challenger same level of attention, as Botana firmly the location’s popular amenities is a pair 604 to a TBM 850. The new hangar will Cleanliness 30.7% believes you never know who might be of adjoining A/V-equipped conference accommodate the latest ultra-long-range Pilot amenities 24.8% on that aircraft. That strategy seems to rooms, which seat 14 and four, respec- corporate jets. The extra space will help Line service training program participation 18.3% be sound as Tampa Jet’s line service staff tively. In cases of all-day customer meet- the company manage the seasonal space FBO infrastructure/decor 18.0% earned the top score in any category in ings, the smaller room is often used to set crunch when the mercury plummets in the Loyalty/rewards program 6.8% this year’s survey with a 9.7. out a catered lunch, without disturbing north central U.S. “We’ve been at capac- With the recent addition of several the meeting in the main room. ity for a couple of years, so this will allow Fuel brand 1.1% new aircraft tenants, the facility’s 108,000 This year, the FBO expects a boost in us an opportunity to grow,” said Hall. traffic from Tampa’s hosting of the NCAA “We had one of the coldest winters on Women’s Basketball Final Four (April 5 to record last year; December, January and FBOs SHOWING THE LARGEST INCREASE IN OVERALL AVERAGE FROM 2014 TO 2015 7), and next year the city will host NBAA’s February all had at least 21 days each that www.ainonline.com Schedulers and Dispatchers Conference. were below zero. That kind of weather puts huge demand on hangar space, and 2015 Overall 2014 Overall Change FBO Airport Code Average Average 2014 - 2015 Fargo Jet Center we were really challenged last year in trying to take care of customers looking to Orion Jet Center KOPF 9.0 7.7 1.3 Hector International Airport (KFAR), come in.” In conjunction with the new Sheltair KORL 8.9 7.7 1.2 Fargo, N.D. hangar, headed for completion by press Landmark Aviation KSAN 7.8 6.8 1.0 time, the airport is adding 30,000 sq ft of Jet Aviation KHOU 9.1 8.2 0.9 ramp, which will give the FBO approxi- Atlantic Aviation KPHL 8.3 7.6 0.7 9.4 mately 10 acres of space. Fargo Jet Cen- ter is a member of the Paragon Aviation Atlantic Aviation KPIT 9.1 8.5 0.6 Last year was a good year for Fargo Network. Landmark Aviation KTEB 8.8 8.2 0.6 Jet Center, which reported a year-over- “We’ve learned through the years that Signature Flight Support KPWK 8.9 8.3 0.6 year gain of 7 percent in fuel sales. In it really comes down to the smallest of Atlantic Aviation KLAX 8.6 8.1 0.5 fact, business was up in all areas, includ- little details when you are taking care of Atlantic Aviation KBNA 8.6 8.1 0.5 ing maintenance and charter, according people,” said Hall, citing the valet park- to Darren Hall, vice president of market- ing his company provides to every guest * FBOs with the same increase are listed in alphabetical order ing at the lone services provider at Hector and customer as an example. “In the © 2015 AIN Publications. All Rights Reserved. For Reprints go to CONTINUES ON PAGE 28 26 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY

CONTINUED FROM PAGE 26 hardworking “Midwest” staff summertime it’s really not that and their ability to listen to cus- big a deal, but when it’s 20 below tomers for the boost in ratings. outside and the car is pulled up, “Part of it is ‘Minnesota Nice,’” he and the heater’s on and it’s nice said, referring to a term Wikipedia and warm, customers leave with describes as the “courteous, mild- a great perception of the service mannered and reserved” behav- at the facility. ior characteristic of the region. This summer the company “Our people listen, sometimes plans to celebrate its 20th anni- for the little things.” Apparently, versary with a big party. “There’s they have good hearing. Enge Fargo Jet Center still that excitement around from said a customer service represen- when we started 20 years ago and tative overheard that one of the was renamed Destin Executive at we’ve worked really hard to get passengers arriving on an incom- the beginning of the year. Black Canyon Jet Center where we’re at, but there’s so ing flight was having a birthday. Last year the FBO, which is much more ahead of us,” said “When the group got back later the preferred service provider Hall, who has been there from that day for the return flight, we at the airport for the Corporate the beginning. had a birthday cake waiting,” he Aircraft Association, NetJets, said. Flexjet and Flight Options, As the sole FBO at MSP, recorded the best year in its six Signature Enge’s operation is different years of operation. According to from its “twin” sibling at St. general manager Bill Blackford, Flight Support Paul but shares some of the same fuel sales were up 12 percent, and Minneapolis-St. Paul Interna- traits. For example, 36.4-acre the location pumped more than tional/Wold-Chamberlain Signature MSP is more likely to 1 million gallons of fuel for the Airport (KMSP), handle traffic from larger corpo- first time. a business center and a 14-seat, operations a day for the staff of Minneapolis, Minn. rations in the area, and its based The FBO’s five acres of ramp A/V-equipped conference room. 17 peak-season employees. aircraft population reflects that. space can handle aircraft up to a In terms of new staff at the The facility has 50,000 sq ft of And with four major-league BBJ or ACJ, while its 40,000 sq facility, Blackford knows exactly heated hangar space that can shel- sports franchises and many col- ft of hangar space spread over what he’s looking for. “I can ter aircraft up to a G650, and is 9.3 lege teams nearby, sports charter 10 structures can accommodate teach them how to tow an air- home to a handful of based jets In this year’s survey, Signa- is a big activity there. up to a Falcon 20. The location plane, but I can’t make them and turboprops. The company ture MSP at Minneapolis Inter- is home to a handful of turbine- happy people, conversational- expects to break ground this national Airport joins its “twin Destin Jet powered airplanes, among them ists, not shy, and those are the spring on another hangar of up sister” St. Paul Signature among a trio of Hawkers, a Citation III folks we seek out,” he told AIN. to 30,000 sq ft at its 40-acre lease- Destin Executive Airport the top 10 percent of FBOs with and a Metroliner. “Easy for our customers to speak hold. The Phillips 66-branded overall scores of 9.3 or more (KDTS), Destin, Fla. Mindful of the power of Gulf with and get to know.” FBO controls the airport’s fuel from AIN’s readers. The facil- Coast storms, the company built farm and provides all fueling ser- ity recently underwent a multi- its Florida panhandle facility vice there, pumping on average million-dollar renovation that 9.3 to withstand some of Mother Black Canyon 1.5 million gallons a year. Its fleet included a new front service Nature’s worst. Its tilt-wall con- of three 5,000-gallon jet-A tank- counter; expansion of the lobby The name Destin Jet may be crete hangars are rated to sur- Jet Center ers doubles in the high season. and crew lounge; addition of two familiar to AIN’s readers, who vive Category 4 winds on the Montrose Regional Airport Given the area’s dry mountain conference rooms (bringing the have placed the facility in the top Beaufort scale, while the 6,000- (KMTJ), Montrose, Colo. air, the FBO always has five flavors total to five, able to accommo- 10 percent of the annual FBO sq-ft terminal was designed to of Chapstick on hand for passen- date groups of four to 40 peo- Survey for the past three years, stand against a Category 5 hur- gers and crew. For crews, there’s ple); upgraded complimentary but the name of its home airport ricane landfall. It provides a a pilot lounge with snooze room high-speed Wi-Fi throughout the might not be, as the former Des- spacious pilots’ lounge, with 9.3 and showers, as well as health club facility; and the introduction of tin/Fort Walton Beach Airport private showers and computers, Black Canyon Jet Center privileges. When the region is not an in-house U.S. Customs and has served as the lone aviation blanketed with snow, the FBO Border Protection facility, elim- Destin Jet services provider at Montrose offers an onsite putting green as inating the need for international Regional Airport, “the Gate- well as golf passes. private flights to stop first at Ter- way to Western Colorado,” since minal 2 for clearance. it took over that duty from the Signature MSP station man- county in 2006. A purpose-built Signature ager Kevin Enge credits his 2,200-sq-ft terminal followed two years later and since then Flight Support the FBO has made a name for St. Paul Downtown Airport/ itself serving the state’s famed ski Holman Field, St. Paul, Minn.

resorts such as Telluride. www.ainonline.com Ski season accounts for 70 percent of the company’s business, according to general man- 9.3 ager Ken Watson, who noted Repeating its top-10 per- the airport’s geographic loca- cent place from last year, Signa- tion in a wide valley sometimes ture Flight Support at St. Paul draws bonus business. “Everyone Downtown Airport (KSTP) is coming because of the snow, remains close to the top of the except that snow and airports rankings for 2015. And this don’t go together really well, so year, Signature STP is joined occasionally we’ll see Telluride, among the top 10 percent by Gunnison, Aspen and some- Signature MSP, its “twin sis- times Vail and Rifle go below ter” FBO across the Mississippi minimums when we’re still open at Minneapolis International and we catch all the traffic.” That Airport. Signature Flight Support MSP traffic could mean as many as 100 As with most twins, the cities of

28 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY

CONTINUED FROM PAGE 28 FBO CHAINS: TOP FACILITIES Minneapolis and St. Paul have a special (By Overall Average) bond, while also carving out distinct per- sonalities. In this case, Signature STP offers Airport Overall Code Avg amenities a bit more off the beaten path than its sibling “downtown.” For example, Atlantic Aviation since walleye is to Minnesota what lobster Charles B. Wheeler Airport KMKC 9.3 is to Maine, the counter personnel at Sig- Pittsburgh International KPIT 9.1 nature can steer you to one of the local Chicago Executive KPWK 8.8 mom ’n’ pop restaurants that you won’t find on national websites. And since STP Tucson International KTUS 8.8 is located right on the Mississippi River, Portland International KPDX 8.6 Signature STP offers mountain bikes for Los Angeles International KLAX 8.6 loan to explore the riverside trails. Nashville International KBNA 8.6 STP is a more GA-centric facility, and station manager Kyle Schmaltz Signature Flight Support STP Jet Aviation said his clientele reflects that difference. Palm Beach International KPBI 9.4 “Based aircraft range from single-engine Houston Hobby KHOU 9.1 pistons up to large-cabin Gulfstreams Teterboro KTEB 8.7 and Globals. All told, there are some 25 turbine aircraft based at Signature Dallas Love Field KDAL 8.4 STP,” he said. Hanscom Field KBED 7.9 With a range of maintenance avail- Landmark Aviation able from Signature subsidiary Tech- Charleston International KCHS 8.9 nicair, 32-acre Signature STP is a true full-service operation. The personal Teterboro KTEB 8.8 touch is what makes it stand out, Jacqueline Cochran Regional Airport KTRM 8.7 according to Schmaltz. He said, “Our (Formerly Tradition Aviation) success boils down to the front-line New Orleans Lakefront KNEW 8.5 staff–the line technicians and CSRs– Million Air their expertise and helpful attitudes.” The lobby, with its fireplace and “coun- Atlantic Aviation MKC Houston Hobby KHOU 8.9 try club” atmosphere, makes passengers Indianapolis International KIND 8.9 and crews feel at home. including a bump when the hometown the FBO is home to 13 turbine-powered San Antonio International KSAT 8.8 While the Signature “twins” support Royals’ improbable run at a World Series airplanes ranging in size from King Airs Addison KADS 8.6 each other (STP loaned staff and equip- championship lasted deep into October. to a Challenger 300, which see most of ment to MSP during last year’s Major Last summer the facility added to its their use on weekdays. “Kansas City is Westchester County KHPN 8.5 League Baseball All-star game), there’s existing 28,800-sq-ft hangar a 7,000-sq- not a resort location,” noted Eiserer in Signature Flight Support also a healthy competitive streak. “We’re ft hangar that can provide shelter for jets describing his clientele. “We’re probably Minneapolis/St. Paul KMSP 9.3 o actually 10 minutes’ closer to downtown up to a Cessna Citation XLS. Currently 90 percent business-oriented travel.” St. Paul Downtown Holman Field KSTP 9.3 Minneapolis than MSP,” said Schmaltz. Scottsdale KSDL 9.0 ABOVE & BEYOND AIN’s 2015 FBO Survey (Formerly Scottsdale AirCenter) Atlantic Aviation For the third year, AIN’s FBO Survey asked respondents to by the Numbers Palm Beach International (NetJets) KPBI 9.0 identify specific FBO employees or teams who routinely go Chicago Executive KPWK 8.9 Charles B. Wheeler Airport above and beyond when it comes to customer service. We Number of FBO evaluations (KMKC), Kansas City., Mo. received almost 700 responses to this question. Below we 11,523 Sheltair provided by all respondents have highlighted 20 people who were repeatedly recognized Orlando Executive KORL 8.9 but we encourage you to view the full list at www.ainonline. com/above-and-beyond-fbo-2015. Number of respondents who 2,134 Savannah/Hilton Head International KSAV 8.8 9.3 evaluated at least one FBO Airport Fort Lauderdale/Hollywood Int’l KFLL 8.4 It has been more than a year since Person FBO Code the former Hangar 10 FBO, one of two Average number of FBOs Betsy Wines Meridian KTEB 5 Wilson Air Center service providers at Kansas City Charles evaluated per respondent Memphis International KMEM 9.2 B. Wheeler Airport, was purchased by Bob Schaeppi Signature Flight Support KSTP Charlotte/Douglas International KCLT 9.0 Atlantic Aviation, and the facility hasn’t Brian DeCourdres Clay Lacy Aviation KVNY Number of FBOs evaluated by 1,528 missed a beat in the transition, earning Deana Smith Sheltair KSAV at least one respondent Houston Hobby KHOU 8.4 a 9.3 in all categories from AIN’s read- Harvey Tucker Million Air KHOU ers, up from last year’s 9.1. Marking Highest number of evaluations Holly Hopkins Texas Jet KFTW 184 its fifth anniversary this year, the mod- received by one FBO Gift Card Winners ern FBO offers amenities such as three Jean Ballou Atlantic Aviation KSUA As an incentive to participate in the 2015 FBO Survey, www. hotel-sponsored crew rest rooms, three Jennifer Riegel Jet Aviation KTEB Average number of evaluations we offered to a select 10 respondents randomly and award 8 conference rooms (the largest two A/V Julie Silberman Tampa Int’l Jet Center KTPA per FBO each a $200 Amazon gift card. Below are the winners: equipped), a locker/shower room and a Katy Brink Black Canyon Jet Center KMTJ spacious, well furnished exercise room Name Title Megan Lancendorfer XJet KAPA Number of FBOs that received located in a prominent position in the the requisite number of Sam Selzer line captain Michael Heilpern Monterey Jet Center KMRY terminal, rather than tucked away in an evaluations (20) to be included 134 Don Douglas president unused office. Pablo Garcia Banyan Air Service KFXE in the AIN FBOs of the Americas ratings tables Russell Appleton chief pilot “There’s no question we have a nice Patricia Junge Sheltair KISP Kim Hunter dispatcher facility, but we just try to do the small Peggy Zaun AirFlite Aviation Services KLGB things right,” noted general manager Kyle Number of FBOs that received Pierre Farve captain Eiserer. “Customer service is not a diffi- Sandy Tachovsky Signature Flight Support KSTP the requisite number of Mike Helow chief pilot Seth Mager Atlantic Aviation KPBI evaluations (20) to be included 19 cult concept, but I do think it’s difficult to in the AIN FBOs of the Rest of Bradley Pierce president keep consistent throughout the shifts and Shalene England J.A. Air Center KARR the World ratings tables maintain that service level of excellence.” Victor Seda Meridian KTEB Scott Armitage pilot The facility is open 24/7 and accord- Number of countries having Brian Ready chief pilot Vince Papke Wilson Air Center KCLT 90 ing to Eiserer, MKC saw a 14-percent FBOs that were evaluated upswing in business over the past year, * Names listed in alphabetical order by first name JC Krueger pilot ainonline.com © 2015 AIN Publications. All Rights Reserved. For Reprints go to CONTINUES ON PAGE 32 30 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY CONTINUED FROM PAGE 30

All FBOs in the Americas with Enough Ratings to Qualify for the FBO Survey Results (by Overall Average)

Airport Line Passenger Pilot Overall Fbo Code Airport State/Province Service Amenities Amenities Facilities CSRs Average Airflite Aviation Services KLGB Long Beach/Daugherty Field California 9.6 9.5 9.5 9.5 9.5 9.5 J. A. Air Center KARR Aurora Municipal Illinois 9.5 9.5 9.5 9.4 9.5 9.5 Fargo Jet Center KFAR Hector International North Dakota 9.4 9.5 9.3 9.3 9.6 9.4 Jet Aviation KPBI Palm Beach International Florida 9.5 9.3 9.4 9.3 9.6 9.4 Tampa International Jet Center KTPA Tampa International Florida 9.7 9.3 9.3 9.4 9.4 9.4 XJet KAPA Centennial Colorado 9.5 9.4 9.3 9.4 9.6 9.4 Atlantic Aviation KMKC Charles B. Wheeler Downtown Missouri 9.3 9.3 9.3 9.3 9.3 9.3 Black Canyon Jet Center KMTJ Montrose Regional Colorado 9.3 9.2 9.3 9.3 9.5 9.3 Destin Jet KDTS Destin-Fort Walton Beach Florida 9.4 9.2 9.4 9.4 9.3 9.3 Signature Flight Support KMSP Minneapolis-St Paul International/Wold-Chamberlain Minnesota 9.3 9.2 9.3 9.5 9.5 9.3 Signature Flight Support KSTP St Paul Downtown Holman Fld Minnesota 9.3 9.2 9.2 9.1 9.6 9.3 Banyan Air Service KFXE Fort Lauderdale Executive Florida 9.2 9.1 8.9 9.4 9.3 9.2 Pentastar Aviation KPTK Oakland County International Michigan 9.3 9.1 9.2 9.2 9.4 9.2 Texas Jet Inc. KFTW Fort Worth Meacham International Texas 9.2 8.9 9.3 9.1 9.5 9.2 Wilson Air Center Mem KMEM Memphis International Tennessee 9.3 9.2 9.1 9.1 9.4 9.2 Atlantic Aviation KPIT Pittsburgh International Pennsylvania 9.0 9.0 9.0 8.8 9.4 9.1 Base Operations At Page Field KFMY Page Field Florida 9.0 9.0 9.0 9.3 9.3 9.1 Business Jet Center KDAL Dallas Love Field Texas 8.8 9.2 9.0 9.2 9.2 9.1 Henriksen Jet Center KEDC Austin Executive Texas 8.7 9.4 9.1 9.5 8.7 9.1 Jet Aviation Houston KHOU William P Hobby Texas 9.5 8.8 8.9 9.2 9.3 9.1 Meridian Teterboro KTEB Teterboro New Jersey 9.0 8.7 9.1 9.1 9.5 9.1 National Jets KFLL Fort Lauderdale/Hollywood International Florida 9.7 8.8 8.8 8.8 9.6 9.1 Recenterix Aerodrome Centers KSRQ Sarasota/Bradenton International Florida 8.9 9.2 9.1 9.3 9.3 9.1

Showalter Flying Services (Now Atlantic Aviation) KORL Orlando Executive Florida 9.4 8.9 8.9 8.7 9.4 9.1 Monterey Jet Center KMRY Monterey Peninsula California 9.3 8.7 8.8 8.8 9.4 9.0 Orion Jet Center KOPF Opa-Locka Executive Florida 9.0 9.1 8.6 9.1 9.0 9.0 Premier Jet KCRQ Mc Clellan-Palomar California 9.1 9.4 8.6 8.9 9.0 9.0

Signature Flight Support (Formerly Scottsdale Aircenter) KSDL Scottsdale Airport Arizona 8.9 8.9 9.1 9.2 8.8 9.0 Signature Flight Support (Netjets) KPBI Palm Beach International Florida 9.0 9.4 8.7 8.9 9.2 9.0 Skyservice CYYZ Lester B. Pearson International Ontario 9.1 9.0 8.7 9.1 9.3 9.0 Wilson Air Center Clt KCLT Charlotte/Douglas International North Carolina 9.2 8.7 8.8 8.7 9.5 9.0 Denver Jetcenter KAPA Centennial Colorado 9.0 8.8 8.8 8.8 9.1 8.9 Landmark Aviation KCHS Charleston Afb/International South Carolina 9.2 8.9 8.5 8.8 9.1 8.9 Million Air KHOU William P Hobby Texas 8.5 9.0 9.1 9.2 8.5 8.9 Million Air KIND Indianapolis International Indiana 8.5 8.8 8.8 9.1 9.1 8.9 Sheltair KORL Orlando Executive Florida 9.3 8.8 8.7 8.7 9.1 8.9 Signature Flight Support KPWK Chicago Executive Illinois 8.9 8.8 8.8 8.7 9.2 8.9 Vail Valley Jet Center KEGE Eagle County Regional Colorado 8.9 8.7 8.7 9.0 9.0 8.9 Atlantic Aviation KPWK Chicago Executive Illinois 9.0 8.9 8.7 8.6 9.0 8.8 Atlantic Aviation KTUS Tucson International Arizona 9.2 8.5 8.7 8.7 9.0 8.8 Fontainebleau Aviation KOPF Opa-Locka Executive Florida 8.6 8.6 8.6 9.1 9.4 8.8 Global Select KSGR Sugar Land Regional Texas 8.3 9.1 9.2 9.3 8.3 8.8 Landmark Aviation KTEB Teterboro New Jersey 8.4 8.9 8.9 9.2 8.9 8.8 Million Air KSAT San Antonio International Texas 8.9 8.7 8.7 8.6 8.9 8.8

Sheltair Ksav KSAV Savannah/Hilton Head International Georgia 8.3 8.8 8.5 8.8 9.3 8.8 www.ainonline.com Skyservice CYUL Pierre Elliott Trudeau International Quebec 8.6 8.9 8.6 8.6 9.4 8.8 Stuart Jet Center KSUA Witham Field Florida 9.2 8.6 8.6 8.5 9.1 8.8 Jet Aviation KTEB Teterboro New Jersey 8.5 8.8 8.8 8.9 8.6 8.7

Landmark Aviation (Formerly Tradition Aviation) KTRM Jacqueline Cochran Regional California 9.7 7.8 8.2 7.8 9.8 8.7 Swift Aviation Services KPHX Phoenix Sky Harbor International Arizona 8.6 8.6 8.6 8.8 8.7 8.7 Atlantic Aviation KPDX Portland International Oregon 8.7 8.6 8.2 8.6 9.1 8.6 Atlantic Aviation KLAX Los Angeles International California 8.6 8.6 8.5 8.5 8.9 8.6 Atlantic Aviation KBNA Nashville International Tennessee 8.5 8.4 8.1 8.3 9.5 8.6 Million Air KADS Addison Texas 8.5 8.7 8.6 8.7 8.6 8.6 Atlantic Aviation KSUA Witham Field Florida 9.4 7.8 8.0 7.7 9.8 8.5 Atlantic Aviation KLAS Mc Carran International Nevada 8.4 8.4 8.5 8.5 8.6 8.5 Atlantic Aviation KAUS Austin-Bergstrom International Texas 8.6 8.2 8.0 8.6 8.9 8.5 Clay Lacy Aviation KBFI Boeing Field/King County International Washington 8.9 8.2 8.2 8.2 8.8 8.5 Cutter Aviation KPHX Phoenix Sky Harbor International Arizona 8.7 8.5 8.4 8.4 8.6 8.5 © 2015 AIN Publications. All Rights Reserved. For Reprints go to CONTINUES ON PAGE 34

32 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY

All FBOs in the Americas with Enough Ratings to Qualify for the FBO Survey Results (by Overall Average) Continued

Airport Line Passenger Pilot Overall Fbo Code Airport State/Province Service Amenities Amenities Facilities CSRs Average Landmark Aviation KNEW Lakefront Louisiana 8.1 8.4 8.3 8.5 9.1 8.5 Million Air KHPN Westchester County New York 8.9 8.1 8.2 8.4 9.2 8.5 Naples Airport Authority KAPF Naples Municipal Florida 8.4 8.3 8.3 8.4 9.1 8.5 Signature Flight Support KLAS Mc Carran International Nevada 8.6 8.4 8.5 8.5 8.6 8.5

Signature Flight Support West (Formerly Jet Systems) KHPN Westchester County New York 8.8 8.4 8.3 8.5 8.4 8.5 Atlantic Aviation KSNA John Wayne Airport-Orange County California 8.8 8.0 8.1 8.3 9.0 8.4 Atlantic Aviation KMDW Chicago Midway International Illinois 8.3 8.2 8.3 8.2 8.9 8.4 Epps Aviation KPDK Dekalb-Peachtree Georgia 8.7 8.0 8.2 7.9 8.9 8.4 Jet Aviation KDAL Dallas Love Field Texas 9.4 8.0 7.7 7.8 9.1 8.4 Landmark Aviation KDAL Dallas Love Field Texas 8.5 8.2 8.4 8.3 8.8 8.4 Landmark Aviation KIAD Washington Dulles International Virginia 8.4 8.3 8.0 8.4 8.8 8.4 Landmark Aviation KLAX Los Angeles International California 8.9 7.9 8.1 7.9 8.8 8.4 Landmark Aviation East KHPN Westchester County New York 8.9 8.1 8.3 8.0 8.8 8.4 Million Air KBUR Bob Hope California 8.4 8.4 8.3 8.4 8.6 8.4 Sheltair KFLL Fort Lauderdale/Hollywood International Florida 8.3 8.3 8.7 8.6 8.4 8.4 Signature Flight Support KAUS Austin-Bergstrom International Texas 8.6 8.4 8.0 8.7 8.5 8.4 Signature Flight Support KIAD Washington Dulles International Virginia 8.6 8.2 8.4 8.5 8.4 8.4 Signature Flight Support KSNA John Wayne Airport-Orange County California 8.3 8.4 8.2 8.3 8.8 8.4 Tac Air KSLC Salt Lake City International Utah 8.4 8.3 8.3 8.4 8.6 8.4 Wilson Air Center Hou KHOU William P Hobby Texas 9.3 7.7 8.1 7.4 9.3 8.4 Atlantic Aviation KHOU William P Hobby Texas 8.7 7.9 8.3 7.8 8.9 8.3 Atlantic Aviation KSUN Friedman Memorial Idaho 7.9 8.7 8.2 8.5 8.0 8.3 Atlantic Aviation KPHL Philadelphia International Pennsylvania 8.0 8.3 7.9 8.3 8.8 8.3

Atlantic Aviation (Formerly Boca Aviation) KBCT Boca Raton Florida 8.5 8.1 8.1 8.3 8.6 8.3 Castle & Cooke Aviation KVNY Van Nuys California 8.6 7.7 8.1 8.1 9.1 8.3 Clay Lacy Aviation KVNY Van Nuys California 8.9 8.0 8.0 7.8 8.6 8.3 Landmark Aviation KMIA Miami International Florida 7.9 8.3 8.5 8.5 8.2 8.3 Signature Flight Support KTEB Teterboro New Jersey 8.7 8.0 8.2 7.9 8.7 8.3 Atlantic Aviation KPBI Palm Beach International Florida 8.2 8.0 8.0 8.0 9.1 8.2 Signature Flight Support STP Atlantic Aviation KMCO Orlando International Florida 8.6 8.0 8.0 8.1 8.4 8.2 Landmark Aviation KOAK Metropolitan Oakland International California 8.7 7.7 7.8 7.5 9.1 8.2 Landmark Aviation KSDL Scottsdale Arizona 8.2 7.8 8.2 8.1 8.6 8.2 Privatesky Aviation Services KRSW Southwest Florida International Florida 8.2 8.1 8.1 8.1 8.5 8.2 Signature Flight Support KMMU Morristown Municipal New Jersey 8.1 7.9 8.1 8.2 8.5 8.2 Signature Flight Support KDAL Dallas Love Field Texas 8.1 8.1 8.0 7.9 8.8 8.2 Atlantic Aviation KMSY Louis Armstrong New Orleans International Louisiana 8.3 7.5 7.8 7.5 9.3 8.1 Million Air KSUS Spirit Of St Louis Missouri 8.3 8.0 7.9 7.8 8.4 8.1 Odyssey Aviation MYNN Nassau/Lynden Pindling International Bahamas 8.4 7.6 7.4 7.9 9.1 8.1 Signature Flight Support KFLL Fort Lauderdale/Hollywood International Florida 8.6 7.9 7.7 7.9 8.5 8.1 Signature Flight Support KAPA Centennial Colorado 8.4 8.2 8.1 8.1 7.9 8.1 West Star Aviation KGJT Grand Junction Regional Colorado 8.3 8.4 8.1 8.1 7.8 8.1 Atlantic Aviation KPSP Palm Springs International California 8.2 7.6 7.9 7.9 8.6 8.0 Atlantic Aviation KASE Aspen-Pitkin Co/Sardy Field Colorado 8.5 8.0 7.6 7.9 8.1 8.0

Landmark Aviation (Formerly Miami Executive) KOPF Opa-Locka Executive Florida 8.7 7.8 7.9 7.6 8.1 8.0 Signature Flight Support KPBI Palm Beach International Florida 8.3 7.6 7.8 7.4 8.7 8.0

Tac Air KAPA Centennial Colorado 8.5 7.7 8.0 8.0 8.0 8.0 www.ainonline.com Corporate Aviation KDFW Dallas/Fort Worth International Texas 8.1 7.9 7.2 8.0 8.2 7.9 Jet Aviation KBED Laurence G Hanscom Fld Massachusetts 8.2 7.8 7.8 7.6 8.2 7.9 Atlantic Aviation KSJC Norman Y. Mineta San Jose International California 7.9 7.8 7.6 8.0 7.9 7.8 Cutter Aviation KABQ Albuquerque International Sunport New Mexico 8.3 7.7 7.2 7.5 8.5 7.8 Landmark Aviation KAVL Asheville Regional North Carolina 7.9 7.8 7.6 7.7 8.2 7.8 Landmark Aviation KSAN San Diego International California 8.1 7.8 7.7 7.6 7.9 7.8

Landmark Aviation (Formerly Galvin Flying Services) KBFI Boeing Field/King County International Washington 8.4 7.3 7.7 7.2 8.6 7.8 Signature Flight Support KBWI Baltimore/Washington International Thurgood Marshal Maryland 7.6 7.5 8.1 7.7 8.3 7.8 Signature Flight Support KPSP Palm Springs International California 7.6 7.6 7.6 7.9 8.4 7.8 Central Flying Service KLIT Bill And Hillary Clinton National/Adams Fi Arkansas 8.2 7.9 7.6 7.4 7.4 7.7

Landmark Aviation (Formerly Denver Air Center) KBJC Rocky Mountain Metropolitan Colorado 7.5 7.5 7.8 7.6 8.1 7.7 Atlantic Aviation KJAN Jackson-Evers International Mississippi 8.0 7.5 7.2 7.4 7.9 7.6 Landmark Aviation CYYZ Lester B. Pearson International Ontario 7.3 7.8 7.3 7.6 7.8 7.6 Lider Aviacao SBSP Sao Paulo/Congonhas International Brazil 7.5 7.8 7.3 7.7 7.8 7.6 © 2015 AIN Publications. All Rights Reserved. For Reprints go to CONTINUES ON PAGE 36

34 Aviation International News • April 2015 • www.ainonline.com FBO SURVEY

All FBOs in the Americas with Enough Ratings to Qualify for the FBO Survey Results (by Overall Average) Continued Airport Line Passenger Pilot Overall Fbo Code Airport State/Province Service Amenities Amenities Facilities CSRs Average Atlantic Aviation KTEB Teterboro New Jersey 7.9 6.9 7.0 6.9 8.6 7.5 Northeast Air KPWM Portland International Jetport Maine 8.5 6.8 6.6 6.7 8.2 7.4 Signature Flight Support KBED Laurence G Hanscom Fld Massachusetts 7.9 7.1 7.2 7.0 7.9 7.4 Landmark Aviation West KHPN Westchester County New York 7.5 7.0 7.1 7.1 7.9 7.3 Signature Flight Support KEWR Newark Liberty International New Jersey 7.1 7.2 7.3 7.6 7.4 7.3 Signature Flight Support KMDW Chicago Midway International Illinois 7.5 6.9 7.2 6.9 7.9 7.3 Signature Flight Support KHOU William P Hobby Texas 7.4 7.1 7.3 7.4 7.1 7.3 Signature Flight Support KSFO San Francisco International California 6.8 7.2 7.6 7.6 7.1 7.3

Landmark Aviation (Formely Santat Fe Aircenter) KSAF Santa Fe Municipal New Mexico 7.2 6.8 6.7 7.0 8.1 7.2 Cutter Aviation KELP El Paso International Texas 6.9 7.2 6.8 7.2 7.2 7.1 Kaiserair Oakland Jet Center KOAK Metropolitan Oakland International California 8.1 6.4 6.7 6.1 8.0 7.0 Henderson Executive Airport KHND Henderson Executive Nevada 6.6 6.8 6.9 7.1 7.0 6.9 Signature Flight Support KSTL Lambert-St Louis International Missouri 7.1 6.6 6.3 6.6 7.9 6.9 Atlantic Aviation KSMO Santa Monica Municipal California 7.1 6.5 6.6 6.4 7.1 6.7 Signature Flight Support KBOS General Edward Lawrence Logan International Massachusetts 6.8 6.7 6.4 6.6 6.4 6.6 * FBOs with the same overall average are listed in alphabetical order © 2015 AIN Publications. All Rights Reserved. For Reprints go to www.ainonline.com

36 Aviation International News • April 2015 • www.ainonline.com