Expectation when arriving at an FBO?

This forum has been developed to discuss aviation related topics.

Moderators: North Shore, sky's the limit, sepia, Sulako, lilfssister, I WAS Birddog

Post Reply
User avatar
GreenRookie
Rank 1
Rank 1
Posts: 28
Joined: Thu Feb 10, 2011 1:27 pm
Location: NWO

Expectation when arriving at an FBO?

Post by GreenRookie »

Hello everyone,
This question is stemming from the ground crew side of the FBO. I'm curious as to how other ground crew find out about incoming aircraft they will have to fuel/handle etc? Do you sit by the radio and listen for anyone taxi'ing to your apron or do the majority of you receive phone calls ahead of time letting you know that an aircraft will be expected at such and such a time, and to be out there waiting to park them?

And on the flip side of the coin, pilots of charter or general aviation, what are your expectations when you arrive at an airport and are looking to park for fuel? (in reference to the above question, phone ahead/show up and hope someone is waiting for you?)

-Rookie
---------- ADS -----------
 
User avatar
the_cr
Rank 2
Rank 2
Posts: 96
Joined: Sun Feb 13, 2011 2:58 pm

Re: Expectation when arriving at an FBO?

Post by the_cr »

Where I work on the ramp many flights are scheduled ahead of time, although when they aren't the go to is usually FlightAware. general aviation a/c often just arrive.

Where I train, our flights are generally unannounced (little prep required for a 172). In Winnipeg in particular the service is excellent. even with our 172's we get red carpet treatment, nose wheel chocked, windshield cleaned if we ask nice and a drive to the nearest fast food establishment before we make our turn
---------- ADS -----------
 
User avatar
Beefitarian
Top Poster
Top Poster
Posts: 6610
Joined: Wed Dec 01, 2010 10:53 am
Location: A couple of meters away from others.

Post by Beefitarian »

I expect a functional rest room, directions to clean reasonably priced lodging and fuel. It does not have to be princess ready but it needs to be clean enough I'm not afraid to use it.

Beyond that bonus features that are nice and would make me specifically plan the return leg to include a stop at your's.

Friendly service, a comfy couch, a neat per-flight planning room, some sort of cold water and a coffee for my Dad. I still remember, Elliot Aviation in Des Moines and Shell Regina as being the best two FBOs I've been to. Though they might not be anymore since that was so long ago. I don't remember any that were bad. There are a few I just don't remember.

Edit: a place to tie down, hopefully free with fuel which is allways nice.
---------- ADS -----------
 
Tim
Rank (9)
Rank (9)
Posts: 1026
Joined: Mon May 15, 2006 6:16 pm

Re: Expectation when arriving at an FBO?

Post by Tim »

all i want is a the refueller to be waiting with a truck and some FREE coffee. spending a few hundred to few thousand dollars on fuel, ramp fees, gpu, etc should entitle you to some free god damn coffee.

bonus points for hot fbo girls who make home made baked goods and have ice cream to go with the free coffee - im talking to you gander ;)
---------- ADS -----------
 
DHC-1 Jockey
Rank 8
Rank 8
Posts: 890
Joined: Mon Jan 28, 2008 6:41 pm

Re: Expectation when arriving at an FBO?

Post by DHC-1 Jockey »

Tim wrote:bonus points for hot fbo girls who make home made baked goods and have ice cream to go with the free coffee
http://www.fbohotties.com/

'Nuff said.
---------- ADS -----------
 
User avatar
looproll
Rank (9)
Rank (9)
Posts: 1461
Joined: Sun Mar 07, 2004 2:51 pm

Re: Expectation when arriving at an FBO?

Post by looproll »

GreenRookie wrote:Hello everyone,
pilots of charter or general aviation, what are your expectations when you arrive at an airport and are looking to park for fuel? (in reference to the above question, phone ahead/show up and hope someone is waiting for you?)

-Rookie
I call ahead on the radio

The most important thing is FAST FUEL. On a quick turn, there is nothing more painful than to have the aircraft turned and be standing in the lounge ready to board your passengers only to be waiting for a slow fueler.
---------- ADS -----------
 
ScudRunner
Rank 11
Rank 11
Posts: 3239
Joined: Tue Jun 08, 2004 11:58 am

Re: Expectation when arriving at an FBO?

Post by ScudRunner »

I think Canadian FBO's should send their employees down to any backwater US airport and check out their FBO's and the level of service provided.

Granted the level of service at most major Canadian airports is pretty good, however once away from those "service" is pretty spartan.

For a Business Jet -Normally all our information and service request will be faxed or called in a day in advance. That being said.
What I expect:

-Someone to answer the published frequency when passing our ETA.
-Marshaller with chocks, and knows how to marshal not some made up sign language.
-If we requested a GPU and Fuel for a quick turn. it should be their PDQ im about to drop a few grand act like you want it.
-Dropping off Passengers, have a cart available for bags better yet their limo or rental car pulled up next to the plane keys in and turned on with trunk cracked and AC on if its hot, heat if cold.
-Inside must be clean and look like something a person who just dropped tens of thousands on a Jet charter would expect.
-Always free good coffee available in lobby and water. For the way out Coffee and ice for the jet, (free or not just have it)
---------- ADS -----------
 
Krimson
Rank 7
Rank 7
Posts: 585
Joined: Tue Apr 17, 2012 4:54 pm

Re: Expectation when arriving at an FBO?

Post by Krimson »

What I expect:
Marsheller to come out to put you where they want you
Availability for a quick turn (fuel especially)
Clean bathroom
Water cooler
A lounge with some couches
Flight planing room
Competent staff

What's nice:
Designated tie down spots
Free tie downs with fuel
Courtesy car
Small snack
"Valet" service...drop off the plane and they'll push it around and tie it down where required
Helpful staff

Winnipeg Shell, definitely the best FBO I have been to. Great helpful staff, really went that extra mile. Westwind owned Aerocenters are a close second.
Great Lakes down in Windsor has amazing facilities but can be a real pain to get out of and do quick turns.
CYXD on the weekends...avoid the flight club at all costs. Worth the extra coin to head down the road to shell.
---------- ADS -----------
 
User avatar
Bede
Rank 11
Rank 11
Posts: 4675
Joined: Tue Mar 09, 2004 5:52 am

Re: Expectation when arriving at an FBO?

Post by Bede »

the_cr wrote: Where I train, our flights are generally unannounced (little prep required for a 172). In Winnipeg in particular the service is excellent. even with our 172's we get red carpet treatment, nose wheel chocked, windshield cleaned if we ask nice and a drive to the nearest fast food establishment before we make our turn
Sure as hell wasn't the YWG Avitat. I remember going there as a medevac pilot and getting treated like a leper. I once asked for a snooze room at some God-awful hour and being told I couldn't because I wasn't a corporate pilot.
---------- ADS -----------
 
User avatar
5x5
Rank (9)
Rank (9)
Posts: 1568
Joined: Sun Feb 15, 2004 7:30 pm

Re: Expectation when arriving at an FBO?

Post by 5x5 »

. wrote:I think Canadian FBO's should send their employees down to any backwater US airport and check out their FBO's and the level of service provided.
+100 And I also think the FBO management should do the same. It's so pleasant to go places where the people actually want and pursue your business as opposed to ones where they expect your business and take it for granted. Sadly, in the case of FBOs it seems that the 49th is the dividing line between the two.
---------- ADS -----------
 
MrWings
Rank (9)
Rank (9)
Posts: 1004
Joined: Wed May 23, 2007 10:35 am

Re: Expectation when arriving at an FBO?

Post by MrWings »

I'd guess the FBOs in the States are getting a lot more traffic, generating more revenue and thereby can offer better service.

I find it interesting that no one mentioned fuel price or fuel quality. As long as you get a free donut and aren't paying, I guess those things don't matter.
---------- ADS -----------
 
User avatar
the_cr
Rank 2
Rank 2
Posts: 96
Joined: Sun Feb 13, 2011 2:58 pm

Re: Expectation when arriving at an FBO?

Post by the_cr »

Bede wrote:
the_cr wrote: Where I train, our flights are generally unannounced (little prep required for a 172). In Winnipeg in particular the service is excellent. even with our 172's we get red carpet treatment, nose wheel chocked, windshield cleaned if we ask nice and a drive to the nearest fast food establishment before we make our turn
Sure as hell wasn't the YWG Avitat. I remember going there as a medevac pilot and getting treated like a leper. I once asked for a snooze room at some God-awful hour and being told I couldn't because I wasn't a corporate pilot.
The Esso has treated us quite well so far. That being said, we rarely require the amenities that you guys, or any commercial pilot, would. We're only ever there in clear weather, middle of the day, usually in a group and turning around again in 30 minutes.
---------- ADS -----------
 
User avatar
Beefitarian
Top Poster
Top Poster
Posts: 6610
Joined: Wed Dec 01, 2010 10:53 am
Location: A couple of meters away from others.

Post by Beefitarian »

MrWings wrote:I find it interesting that no one mentioned fuel price or fuel quality. As long as you get a free donut and aren't paying, I guess those things don't matter.
Ok, I expect them to have enough fuel to be able to sell me 10 - 45 us gallons.
I'd love it to be the least expensive but like free doghnuts, I don't expect it.
---------- ADS -----------
 
User avatar
noon_crue
Rank 1
Rank 1
Posts: 17
Joined: Wed Sep 24, 2008 8:49 am
Location: Red Lake, Ontario

Re: Expectation when arriving at an FBO?

Post by noon_crue »

. wrote:I think Canadian FBO's should send their employees down to any backwater US airport and check out their FBO's and the level of service provided.

Granted the level of service at most major Canadian airports is pretty good, however once away from those "service" is pretty spartan.

For a Business Jet -Normally all our information and service request will be faxed or called in a day in advance.
The airport manager at the previous airport I worked at went down to the states with the cities mayor to visit some FBO's. They came back to us and told us we were way below the American standards and need to bump up our game due to the fact the oldest FBO on the field had closed and we were the only ones and needed to make the city and airport look good. (Great Lakes in Windsor) But then in the same breath they told us that compared to other FBO's of similar sizes in Canada, that we were above the pack. My point is that in the States they take "FBOing" super serious and up here not so much. I agree that we need to step up our game. I am no longer at YQG. I am not going to say what airport I am not right now, just due to some things I will be saying in this post.

My question for this topic is this. Given a choice between a branded fuel dealer (Esso, Shell so there is accountability) and an unbranded/independent dealer (buys fuel from the cheapest place, no accountability) at the same airport, where would you choose to go to? (not saying all are like this, but with my time in this industry (going on 6 years at several FBO's) this is what I have seen/heard) I have always worked for Esso or Shell) at the same airport, where would you choose to go to?

Also if the branded dealer/FBO was just starting out and didn't have all the amenities as a more established dealer/FBO on the field(i.e. no real lounge, no snooze room, flight plan area etc.) but had guys who were really customer service oriented, and will do anything to keep the customer happy and coming back. Compared to the more established company who always gets business, just because they are larger and are right under the tower, but they have poorer service. Who would you go to?
---------- ADS -----------
 
20DMEYYZ
Rank 3
Rank 3
Posts: 128
Joined: Thu Jun 16, 2005 11:10 am
Location: ykf

Re: Expectation when arriving at an FBO?

Post by 20DMEYYZ »

good comm with the fbo on the vhf will result in superior service. even a call on the taxi give's that extra time to allow a bowser to be on your wing as you shut-down. also it can assist in not having any acft under tow or hangar jocking delay your priority on the ramp as those action's can be held off with notice. also when waiting for principle's to board have the unicom set in the cockpit so that any update's from pax to the fbo can be relayed with ease.

please advise your preference on chalk's: (more than typical one on main) or (when you want them out: airstair up or on signal)

wingtip walker's are nice to have and most alway's available.

if you need time to 'open' after start-up and prior to taxi just let the ramper know so they can be patient departing you.

if overnighting indicate when you want the fueling done: (immediately or just before the etd)

most of all just ask or advise and your expectation's should be met.

also for ramper's, don't freak out if the plane is stationary on taxi in... they probably are just watching the f-16's doin a low & over before continuing on to park !
---------- ADS -----------
 
hawker driver
Rank 5
Rank 5
Posts: 308
Joined: Fri Jun 29, 2007 6:49 pm

Re: Expectation when arriving at an FBO?

Post by hawker driver »

My pet peeve with FBO's is that when I radio in requesting 500 gallons, a baggage cart and lav service 20 minutes before I get there then have some clueless ramp worker show up at the door without a baggage cart and ask me if I will be needing fuel.

That pisses me off. I tell them to first get the baggage cart and when my passengers are on their way then we will talk.

Another big problem with FBO's is when the passengers arrive. We usually have one pilot in the FBO waiting by the front desk and the other in the aircraft with the APU up and running and ready to go.
The pax drive up to the gate press the buzzer and are let in to drive up to the aircraft. Nobody tell the pilot waiting in the FBO that the pax are here or checks that they are really our pax.

The manager gets a call from me when that happens and is told that the TSA will also be getting a call.


Another pet peeve is that when you give me a $25 customer appreciation gift card make sure that it is not expired or used up. I am taking about you Rectrix aviation in SRQ.
---------- ADS -----------
 
Post Reply

Return to “General Comments”