JetPack/Based/Tenant/Managed/Network Customers

JetPack

We have identified the top 50 Global FBO customers and they collectively are known as The JetPack. The name is for internal use only so that we, in an open operational environment, can talk about them. Given their importance, we as a team need to work together to enhance our relationships with this customer base.

We consistently evaluate our customer’s activity, share of wallet feedback, contractual performance and lines of business used to meet and exceed on our service promise and ultimately increase loyalty. Your contribution in personalizing the journey for these customers are by means of recognizing the customers who belong to the JetPack, nurturing the relationships with theses customers and finally escalating any service issues that may have occurred during the customer experience.

Identify

There are a couple of ways to identify the JetPack customers during the daily operations at a quick glance.

— In FBO1, look out for the diamond in the new view (red one in the handlings page along with a “Yes” in a JetPack column; yellow in the order)

— In FBO1, in the classic OPS layout, make sure to look out for customer value “JetPack customer Yes” in the Properties section

Nurturing the relationship

When dealing with JetPack customers, some examples of how to personalize the relationship can be found below:

— Handwritten personalized card — Dedicated brand ambassador welcoming them upon arrival — Preferred parking spot for the car — Priority aircraft parking for their aircraft on the ramp or hangarage

Think of other possible personalization options applicable to your location!

Escalating

Sometimes things don’t go entirely as they are planned, either for mistakes made or circumstances that are out of our control. Should a service issue occur, please refer to the Service Issue Reporting process found on the Global Customer Service intranet page.

Based, Tenant, Aircraft Managed & Network Customers

Definition

— At Jet Aviation a tenant customer is a customer that rents out either a hangar space or an office space — A based customer refers to a customer having their aircraft being based at our FBO location — A managed customer is defined as having their aircraft managed by Jet

Aviation Aircraft Management — A network customer is considered a customer who uses multiple Jet

Aviation locations and may have contractual benefits throughout our network

Identifying

Nurturing the relationship

When dealing with the above customer segments, here are some ways of nurturing the relationships:

— Customers may already be using or have a future need to use other Jet

Aviation FBO locations and lines of business throughout their customer journey — We maintain customer preferences and share them across all lines of business to better serve our customers — During the daily operations we make sure to pass any out of the ordinary information on to the next Jet Aviation line of business as appropriate

“SAMoment”

Here are ways to find out customer’s birthdays: Passenger and Crew details in FBO1 / Any instance when a passport is provided / From the driver’s license when renting a car / Flight Briefing Package

Our Customer Experience Feedback