Sheltair FBOs were once again honored by its customers as some of the best in the business in the 2020 Aviation International News (AIN) FBO Survey, as eight of its locations landed in the top 20%, including one in the top 5%.
As a true metric of Sheltair’s dedication to exceptional service, the rankings are a result of general aviation customers’ feedback on facilities, passenger amenities, pilot amenities, line service and customer service representatives (CSRs). The scores from all five categories were averaged to reach the FBOs’ final scores. In total, the 11 Sheltair locations recognized in 2020 far exceed the results of any other FBO service provider.
“Our team and customers are our greatest inspiration,” said Lisa Holland, Sheltair president. “They are our compass for navigating operations and adapting our first-class services in every given situation. I am proud of the entire Sheltair team’s commitment to providing the best customer service and extremely appreciative for all our customers who voted so highly of Sheltair. I am thankful for the longstanding partnerships we hold with our customers and vendors as we work together to strengthen procedures for safe, secure travel.”
It’s this commitment to the customer experience and establishing best practices that has elevated Sheltair locations and staff members to the top of AIN’s FBO Survey.
Represented in the top 20% are Sheltair Orlando (ORL), Daytona Beach (DAB), Panama City (ECP), Savannah (SAV) and Westhampton Beach (FOK). Fort Lauderdale (FLL) and Jacksonville (JAX) locations landed in the top 10%. Sheltair Tampa (TPA) earned a top 5% position, continuing its multi-year recognition as a top facility worldwide.
Furthermore, Sheltair Clearwater (PIE), Lakeland (LAL), Ocala (OCF) and Daytona Beach (DAB) FBOs were recognized as most improved locations, showing a notable increase in rankings year over year.
In addition, as a testament to the personal one-on-one level of service Sheltair offers customers, some of the company’s best FBO staff members were recognized by customer survey comments as going Above and Beyond: Erika Estrada (DAB), Johanna Echeto (ORL), Steffanie Duck (ECP) and Venus Koenig (JAX).
With a continued focus on customer care best practices, Sheltair has adapted its protocols in light of the COVID-19 pandemic to remain efficient, operational and safe above all else. This includes adjusting work areas for social distancing, adapting work schedules to safely maintain operational continuity, elevating cleaning protocols, processing with hands-free programs like Avfuel Contract Fuel and the AVTRIP Loyalty Program, increasing communications to loyal tenants and operators, and offering new short-term hangar and ramp leasing options.
This quick action represents the spirit behind every Sheltair action and decision: a focus on the customer. And it’s this focus that has earned the company a place in the upper echelons of aviation businesses.