When Pilgrim Air purchased its Gulfstream GIV in 2019, Thornton Aviation became the backbone of the flight department’s maintenance and operational support. Since then, the company has supported both the GIV and Pilgrim Air’s Hawker 800XP, handling everything from scheduled maintenance to urgent AOG response.

Gary Morgan, Pilgrim Air’s flight department manager, describes the relationship as more than a service arrangement. It is a true partnership built on trust, responsiveness and an unwavering commitment to the customer. Thornton Aviation has supported the aircraft from day one and consistently goes the extra mile to keep Pilgrim Air moving.

That commitment is most visible when an unexpected issue arises. No matter what the problem, Morgan knows he can call Thornton Aviation and receive immediate help—even with passengers waiting on the ramp.

“I can be out on the ramp with passengers waiting, and if there’s a glitch—whether avionics or mechanical—I call Thornton Aviation,” Morgan said. “They drop what they’re doing and show up within five minutes.”

Experience and Insight Underscore Thornton Aviation’s Performance

Thornton Aviation’s value extends beyond quick fixes. Its management team brings decades of maintenance experience together with a clear understanding of an aircraft owner’s priorities. That perspective helps the team respond with the urgency required to protect schedules, minimize downtime and keep owners satisfied.

“They know how important it is when you’ve got an owner to please—they understand the urgency of getting things handled,” Morgan said. That combination of insight and technical knowledge supports both routine maintenance and complex upgrades, including updates to Pilgrim Air’s Gogo L5 Wi-Fi system and Honeywell flight management system and display upgrades.

Thornton Aviation’s relationship with the Honeywell Protection Plan has also reduced downtime. When the GIV’s auxiliary power unit needs attention, the team manages the logistics and paperwork and installs a loaner unit when necessary. Morgan said Thornton Aviation can complete a removal and replacement and return the aircraft to service in just two days. That efficiency is backed by extensive Gulfstream experience, visible in the steady stream of aircraft visiting Thornton Aviation’s Van Nuys hangars for major inspections and repairs.

From Senior Management to the Shop Floor, Thornton Aviation Goes the Extra Mile

The depth of Thornton Aviation’s experience is evident in the way its technicians approach difficult problems. Morgan recalls an intermittent electrical bus issue in the GIV’s avionics system that had eluded diagnosis. Vince Russo, director of avionics and modifications, and the team methodically traced the fault to a partially engaged wire buried deep in the avionics rack.

“There are thousands of wires and connectors—that was probably one of the hardest things they did for us,” Morgan said. The team’s refusal to give up, its personal investment in each aircraft and its relentless troubleshooting reflect a broader commitment to quality and customer satisfaction.

That support continues when Pilgrim Air is away from home. Morgan can call members of the Thornton Aviation team at any hour for guidance, and they will work directly with pilots when needed to resolve issues remotely. The parts team has even worked after midnight to secure urgent components for AOG situations.

Beyond technical excellence, fairness and integrity are central to Thornton Aviation’s business. Morgan values the company’s transparency in work orders and pricing, as well as its willingness to review discrepancies and explain or adjust charges when appropriate.

That approach starts at the top. Owner Steve Zimmerman has sustained the customer-first philosophy established by founder Chuck Thornton, reinforcing a culture in which everyone—from senior management to the shop floor—is expected to do what it takes to support the customer.

As Morgan puts it, “Telling you no or they can’t do something is just not in their vocabulary.” That attitude has helped keep Pilgrim Air’s GIV reliable and ready for every mission while turning a maintenance relationship into a trusted partnership.

Thornton Aviation’s culture is built on passion, experience and a determination to deliver exceptional service. The team takes maintenance personally, refusing to walk away from challenging problems and continually searching for a solution.

Whether the task is a major inspection, a complex avionics issue or a late-night parts emergency, Thornton Aviation demonstrates that dedication every day—helping Pilgrim Air stay on the go and proving why operators count on the company to go above and beyond.

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Thornton Aviation

About Thornton Aviation: For more than 40 years, Thornton Aviation has been serving the business aviation community. With operations at Burbank (KBUR) and Van Nuys (KVNY), Thornton Aviation is perfectly positioned to serve operators based on the West Coast or those visiting the area for business or pleasure. A Part 145 repair station with FAA approval for more than 61 aircraft types, Thornton Aviation handles big inspections, avionics upgrades, drop-in needs and more. 

For more information, phone 818.357.5599 or visit www.thorntonaviation.com.