Flexjet, the fractional jet share provider owned by Bombardier, announced that it has earned the Air Charter Safety Foundation’s highest safety rating. The company, which claims to be the first fractional provider to win this distinction, already held a Platinum rating (the highest available) from Argus and has received the FAA’s Diamond Award of Excellence for maintenance training for 11 consecutive years.
The Richardson, Texas company also revealed it is introducing a customer account manager program. Under the program, the firm assigns a dedicated account manager to each of its fractional and Flexjet One whole-aircraft-management customers to oversee everything from flight bookings and catering requests to ground transportation. After each flight, the account manager follows up to make sure the trip was executed without problem and to address any concerns.
To develop the program, said Flexjet CEO Fred Reid, “we did six months of benchmarking, then a technology assessment and then we had a very intensive training program. And if you were an incumbent at Flexjet, even for 10 years, you had to apply for the job. We’ve been very rigorous about [selecting] the people we’ve been willing to put into these roles.” Before this program started, Reid added, customers “would get a welcoming package and it would say, ‘For catering, call this number; for visa requirements, call this number; for billing inquiries, call this number; and so on. We think we now have the most advanced one-stop program out there. [Customers] call one number, one person, and that person runs all around the building and fixes all the problems and gets back to them.”
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