Our Handbook

Our Brand Promise

Our brand centers on ensuring we deliver the feeling of being ‘on a cloud’ in every part of the Jet Aviation experience. This is built on the principles of personal, one-to-one service; an attention to every detail; smooth, simple interactions; and mindful decisions. It is a customer experience so seamless, it’s almost invisible.

This is our promise, which underpins our manifesto:

“At the surface, there is calm. A fine layer of simplicity and elegance. This is where you are.

You experience flight in its smoothest form. From seamless repairs to hand-crafted interiors, the beauty is built in. The details pre-designed.

You already know where you want your experience to take you. We are how you get there.

Underneath one engine part lie thousands of hours of meticulous sculpting. Within a single charter sit the countless hands that crafted the journey.

That’s where we are. The artisans underneath the art. The effort behind effortless.”

Every employee is an ambassador for our brand and our promise, ensuring they come to life in every customer experience, across our business. Anywhere, anytime.

Our Handbook

Our Global Customer Experience Handbook is designed to help you deliver customer service, and create a customer experience that results in exemplary customer engagement. Our success is measured on these 3 components. Each one has its own level of importance:

— Customer Service – is the attitude displayed when dealing with requests, delivering services, and executing tasks. It is a reactive function focusing on completing requests for products and adhering to internal and external processes

— Customer Experience – is the cumulative impact of multiple touchpoints over the course of an interaction between us and our customer. It is being proactive, anticipating needs, and creating a personalized experience that is memorable

— Customer Engagement – is the result of great customer service, and a memorable customer experience at each touchpoint along the customer journey that creates an emotional connection between our customers and the Jet Aviation brand

We strive to create a Seamless, Authentic and Memorable Jet Aviation customer journey for each and every customer.