In the airline industry, like in any business, things happen— debates arise, investigations and discoveries occur, and improvements (hopefully) ensue. Consumers need to learn their options and rights during these periods, so they can participate in making sound choices in the future.
In-flight safety, service and integrity are debates again in the charter aviation industry following several of this year’s more spectacular news events, like the Montana plane crash that killed a well-known Napa Valley family, the recent in-flight death of Continental Airlines Captain Craig Lenell, and the heroic Hudson River landing of US Airways Flight 1549 by Captain Chesley Sullenberger III.
While each of this year’s flight incidents were unique, and several were at the regional and major airlines levels, they point to the fact that every flight—be it charter or otherwise—depends on several factors that increase its safety or vulnerability to in-flight problems. No airplane flight is completely without risk. Fortunately, flying is still considered one of the safest forms of travel, but most people don’t realize how many choices they can make upfront, before they ever leave the ground, to increase the odds of their safety and improve their overall flight experience, especially in the charter aviation industry.
Disparities within the charter aviation industry
One of the things we’ve heard since expanding into Northern California is that a lot of private aviation companies don’t do what they say they’ll do. Sounds like a problem that’s experienced in lots of industries, doesn’t it?
Promotional words online or on a piece of paper can make the customer experience look pretty similar throughout the industry, but the actual day-to-day approach to ensuring excellent customer service, pilot training, aircraft maintenance, and yes, even the steps a company takes to ensure passenger safety, can vary widely. For example, most charter companies always fly with two pilots, like the major and regional airlines. At my company, DB Aviation, which has planes based in Napa, San Jose and Monterey, we have a flight captain who states our company philosophy toward safety this way: “There are layers to safety in flying. They’re like layers of rubber bands around a ball. Remove any one layer and flying is less safe.”
This “always” approach to the safety-added feature of a “co-pilot” is standard, but not all charter operators follow this policy, and it’s not a legal requirement. The one-pilot choice certainly costs less, which can create a price differential between operators and can also increase a company’s bottom line profits. However, this year’s in-flight death of Captain Lenell, who died of a heart attack mid-air while at the controls (after repeatedly passing full bills of health), is an illustration of the risk involved in the one-pilot choice.
Like the major airlines, charter operators also differ a lot in terms of their services, other package options, size and type of aircraft, flight locations and management of customer relationships. Think about the last time you took a flight you loved and the last time you took a flight you didn’t enjoy. Chances are, the company’s promotional “words” probably all sounded similar—but the experiences were very different.
How to confirm who’s best
There’s an independent industry rating that can help a customer differentiate between companies. The Platinum rating is the highest independent private charter rating. It’s awarded by Aviation Research Group/U.S., Inc (ARG/US) after a stringent audit for standards of service excellence, aviation expertise and safety. Anything less than a Platinum rating, like Gold or Silver, may be good, but it’s not going to be the best available.
A customer’s questions before a charter flight reservation can also help confirm an aviation company’s expertise, wisdom, integrity and attention to detail, service and safety. The National Business Aviation Association (NBAA) recommends customers ask charter operators and brokers the following questions before they fly:
• How long has the operator been in business: In aviation? As an air charter operator?
• How is the company rated by the ARG/US?
• Has the FAA ever taken enforcement action against the operator or one of its flight crewmembers?
• If special operations (such as mountain airports, or those extended over water) will be conducted, what experience (initial and recurrent) does the crew have with these operations?
• What is the operator’s safety record? Has the charter operator had any aircraft accidents or incidents? If so, what measures has the operator implemented to ensure increased safety?
• What is the charter operator’s policy on crew flight time and duty limits?
• What is the company’s maintenance record and who maintains the aircraft? Regular aircraft maintenance—before and after each flight—and regular, recurrent training for mechanics is one of the cornerstones of safety and should be the standard for every company.
• How does the operator handle maintenance situations that, on a rare occasion, might arise during a trip you have booked?
• What company issues the aviation insurance policy? What are the charter operator’s insurance coverage and limits?
• To whom should concerns/complaints regarding flight irregularities, safety, or customer service be directed?
• If a problem is encountered and a substitute charter operator is to be used, who is that operator and what are the substitute’s answers to the previous prescreening questions?
You may also want to consider the age of an aircraft. Anything built in 2000 or beyond is technologically ahead of the rest.
Every aviation group has its place in the industry, with private aviation offering the greatest comfort and time-saving efficiencies, the largest number of airport options in the country and the least amount of flight hassle. The key is knowing your options and doing your homework before you sign on the dotted line.
David Brittsan is president of DB Aviation, a frontrunner in private aviation solutions. With more than 30 years’ experience in financial and operations management, he guides the long-term planning for DB Aviation’s aircraft management, charter operations, maintenance, FBO, real estate rentals and acquisitions. For more information or to receive a free copy of the company’s quarterly newsletter, visit www.dbaviation.com or phone (800) 638-4990.
