This year’s AIN North American FBO survey, like its predecessors, is intended to be a pilots’ guide to the FBOs with which they do business. Although the survey’s ratings of individual FBOs give the appearance of a contest, this is not its purpose. There is no voting, only evaluations by pilots familiar with the service providers and facilities.
The categories in the survey were carefully chosen and adjusted over the years to reflect the evolving variety of services and facilities offered at FBOs that do business with business aviation.
The categories and the language of the cover letter sent to survey participants are designed expressly to emphasize the human side of the operations and de-emphasize the so-called bricks, mortar and glass aspects. It is significant that, among the four categories, “line service” consistently attracts the highest grades awarded by pilots. This indicates that line service technicians and customer service representatives, as a group, are doing a good job of making pilots look good.
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