Q: The General Aviation (Mauritius) Ltd. (GAM), based in the International Airport zone alongside the International Airport of Mauritius and Leeward Flight Services (LFS) FBO, based in RLB International Airport, Federation of St Kitts & Nevis., each provide business aviation customers with a private terminal offering a full range of in-house services. What do people expect when they visit GAM?
A: Travellers expect a prompt service well able to meet the “known” needs of both passengers and crew. This includes quick and smooth progress through CIQ formalities, the highest standards of personalized service and easy access to the aircraft and facility for passengers. They also expect the highest standards of safety and security, with respect to passengers and crew.
For their part, the pilot and crew are looking for a quick turnaround on fuel, water and lavatory services, plus help with catering and crew lodging and transportation.
Q: How do you ensure that you deliver the best possible customer experience?
A: As a company we understand and cater to the various needs of our sophisticated clientele. Travelling by private jet is a luxury worth experiencing. Passengers enjoy the pleasure of being served meals that meet their culinary preferences to gourmet standards. At the airport we have two well experienced in-flight caterers who specialize in in-flight catering and are able to provide our clients with high-end cuisine, customized to meet their exact needs. They provide a quality service and a creative approach to packaging meals for each flight. We can also call on the catering services of the 5 star hotels around the island and ensure that the food is delivered in timely fashion to the aircraft.
We also provide all handling services for private flights. We are highly experienced at refuelling business aviation aircraft. Mauritius is the most appropriate location in the Indian Ocean to perform these stops. In addition to this service, we also facilitate sanitary evacuation and handle all freight and cargo requirements.
Q: What do you do to market the service?
A: The impression that visitors take away of the service they have enjoyed from our dedicated staff is extremely important to us. Their recommendations are vital to the promotion of our company and brand. Most of our clients have visited us on more than one occasion and we always strive to meet their expectations. We do advertise in specialist magazines and participate in FBO exhibitions. We are in the process of upgrading our web sites, and our emailing to flight operators.
Q: How important are third party service providers to your business?
A: We are developing strategic business relationships with companies within the region and we are the preferred handler for major operators. We have already opened a second FBO at St Kitts, in the Caribbean, and shortly we will be opening an aircraft hangarage in Mauritius to meet customer demand. We are looking at the provision of a range of additional services such as a spa and a conference room for crew and passengers, to enable business meetings to take place at our FBOs. We are also adding a rest room for crew.
Q: What are your future plans and ambitions?
A: Our ambition is to develop our FBO and YU Lounge concept worldwide as well as to be a reference and a regional key player in the Indian Ocean. Our first FBO, here in Mauritius, has been established for nearly 6 years. Our second, in St Kitts, was completed in December 2013. We presently handle some 200 private jets each year in Mauritius, which gives us around 95% of the traffic. We expect to achieve at least 400 private jet movements for St Kitts FBO a year. From there our strategy is to extend our presence to other key locations and to build on our reputation as a top quality provider of FBO and ground handling services to commercial and private jets.