What do you look for in a FBO?

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ki4lzk

Pre-takeoff checklist
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Joshua Jones
Hello Everyone;
I will be managing Kansas Air Center in Topeka, KS. I just want to know how each of you pick a fbo? Is it the fuel price? The Customer Service that is provided? All input is appreciated.

If you happen to have an experience with KAC at KTOP please P.M as I would love to hear it. Both good and bad stories are appreciated.

Thanks

Josh
 
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Treat the put puts as well as the biz jets. If I get good service in my 182 upon arrival, I am most likely gonna have the FBO top off the plane full service regardless of price for their hospitality. If I am parked in the corner and made to feel like I am just in their way...I will get my own self serve fuel somewhere else.

A bottle of water when I open the door is gonna guarantee a tip to the lineman even if I don't need any other help!
 
If it's just a fuel stop on a route, it's going to be location and fuel price. If there's a prohibitive landing fee or a long wait to get fuel or rude service then I'd probably skip it next time.

However, if it's a destination and especially if I plan to spend more than a day there, I would like it if there was a hangar available and someone who would be willing to bring my airplane inside on short notice if a nasty storm was on it's way.

Courtesy car wouldn't hurt, depending on the situation the ability to get a rental car on site wouldn't hurt either. And as with any other business, polite helpful people and a clean comfortable space are always a plus.
 
Fuel Price.
If I am going on a long trip, I will look, in a 20 mile radius for the cheapest fuel.
Go fill up there and then begin my trip.

Here in Dallas, it can vary from $4.50 to 8.00 in a 20 mi radius.

other than that, proximity to my destination
 
Price of fuel is only one consideration. Like clean facility's ,friendly staff,available crew car. Also ease of getting to a reasonable hotel. Don't expect the same immediate service as the big guys who are taking a ton of fuel.
 
What do I look for in an FBO? It depends:
Gas price is paramount for fuel stops on long x-cs. Crew car is second.
Rental car and hangar availability (depending on season) is primary for destination FBO. Also need FBO to follow instructions regarding fuel and hangaring the aircraft. I've been burned a couple times on getting the darn thing put in the barn so I'd have a warm aircraft. Mostly take good care of the aircraft while you've got it (I found my PA-28 left on the ramp overnight with just chocks at CPR once, CPR= windy!).

Prompt service is great and has rarely been a problem. Ice in the summer is almost a necessity.

Early morning (dawn or earlier) access is major out west where it gets bumpy later in the day. As more airport fences go up the access is worse and I'm getting too old to be climbing fences.

A helpful attitude is great when dealing with an unplanned stop. Many folks have gone beyond the call of duty when I've ended up somewhere other than planned. Those places do get my repeat business when the opportunity arises. Overnight crew cars are the best under that circumstance. Even help with a rental car is appreciated when I'm stranded.

Certainly a scattershot response. Maybe in summary the best thing to say is the FBO that is helpful and takes care of my plane is the one I'll go back to. Maybe the folks at BGD are the best example: how much gas, water is in the fridge, and do you need a crew car?
 
Decent coffee, sofa not more than 40 years old, snack machine refilled at least annually, and no pathogens higher than CDC Class B in the rest rooms.

-Rich
 
SixPapaCharlie said:
Fuel Price.
If I am going on a long trip, I will look, in a 20 mile radius for the cheapest fuel.
Go fill up there and then begin my trip.

Here in Dallas, it can vary from $4.50 to 8.00 in a 20 mi radius.

other than that, proximity to my destination
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:yeahthat:

Maybe a crew car and a toilet.
 
At my destination:
- proximity/convenience to where I need to go
- availability of Avis or Hertz rental car
- NOT signature or Atlantic

As fuel-stop:
- cheapest fuel on airnav with a current 'last updated'
- opening hours
- easy in-out airport in good weather and good approaches/lighting in bad weather


To decide whether I come back:
- how I was treated. Don't need the red carpet shtick, dont need the warm cookies. 'welcome to Topeka, how long are you going to be with us and what services will you need ?' (and making good on things you said you would do) is all that it takes.
Now of course you can increase the likelihood of a return by getting on my wifes good side with niceties like pulling up a pre-cooled rental car, giving her a hand to get out of the plane etc....
 
I appreciate the FBOs that try to keep the prices down on the fuel. I know that they have to somehow figure a way to feed their families with the FBO business.

I have "read" and we have discussed in these forums about how the fuel increasing from the 42 cents a gallon that it was when I trained in 1970 to today's prices has really cut down on the flying. So I am glad that some FBOs can have the business model of moderately priced fuel.

I also appreciate a friendly face and I really enjoy visiting an FBO. I have had mostly really positive friendly people at FBOs across the country.
 
weilke said:
At my destination:
- proximity/convenience to where I need to go
- availability of Avis or Hertz rental car
- NOT signature or Atlantic

As fuel-stop:
- cheapest fuel on airnav with a current 'last updated'
- opening hours
- easy in-out airport in good weather and good approaches/lighting in bad weather


To decide whether I come back:
- how I was treated. Don't need the red carpet shtick, dont need the warm cookies. 'welcome to Topeka, how long are you going to be with us and what services will you need ?' (and making good on things you said you would do) is all that it takes.
Now of course you can increase the likelihood of a return by getting on my wifes good side with niceties like pulling up a pre-cooled rental car, giving her a hand to get out of the plane etc....
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I was based at Signature for a while. They're not as bad as they get credit for. Plus being based there you get "perks" at other Signatures. The real estate across the taxiway from the Gulfstream Service Center ain't cheap.
 
In addition to usual, as a charter pilot who spends a lot of time waiting around, I appreciate FBO's that have shower facilities so I can go for a run.


Sent from my iPad using Tapatalk
 
ki4lzk said:
Hello Everyone;
I will be managing Kansas Air Center in Topeka, KS. I just want to know how each of you pick a fbo? Is it the fuel price? The Customer Service that is provided? All input is appreciated.


Thanks

Josh
Click to expand...

Having been in the business of pleasing customers for thirty years, my take is:

For transients, fuel price and customer service is paramount. Treat them well and they'll come back when they're in the neighborhood. Don't, and you'll not see them again.

If you're running a maintenance shop as well, always keep things above board, price things fairly, and eat your mistakes instead of suckering the customer into paying.
 
When planning a Saturday or Sunday jaunt, I often look for a good on-site restaurant, or a good nearby restaurant and a crew car.

I like an attentive line guy to tell me where he wants me to park.

Once I get inside I am usually looking for a restroom.

When I have it topped off, I mean TODAY. I don't want it sitting half empty until I return.
 
kgruber said:
Usually the mens room.
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So true! :D
On a more serious note, I usually look for airports along my flight path that have good fuel prices and that are easy in and back out. Friendly, courteous people are certainly big positives too.
 
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Fuel price, amentities (clean restroom, vending machines, courtesy car), courteous service.
 
Don't listen to what pilots say watch what they do. Staff the place with hot young chicks that know talking to fat old guys is part of the job. Run the rest anyway you want.
 
bartmc said:
I was based at Signature for a while. They're not as bad as they get credit for. Plus being based there you get "perks" at other Signatures. The real estate across the taxiway from the Gulfstream Service Center ain't cheap.
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Being based at one is different from getting fleeced on the road with their ramp fees at places where they have monopolized ramp access.
 
weilke said:
Being based at one is different from getting fleeced on the road with their ramp fees at places where they have monopolized ramp access.
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I have always managed to negotiate fuel price at Signature and have had excellent experience with minor service including free nitrogen for a strut.
 
For me, if the airport is my ultimate destination, ground transportation is the biggest issue. It doesn't have to be free, but it does need to be reasonably enough priced to make it worthwhile. Most of my jaunts are not too terribly far. So, if the ground transportation is too much of a hassle, or too great an expense, I often just choose to drive.
 
Thanks Everyone!
I look forward to the challenges this will bring my way. I think there is a capable staff in place that with a few tweaks will be excellent.
 
Yeah, a courtesy car, decent fuel price, treat small planes like they're big planes, have free internet and a welcoming smile. That's it. Oh, if you can add somewhat healthier snacks/food as well as the usual stuff, that would be an added bonus, but I don't expect it.
 
ki4lzk said:
Hello Everyone;
I will be managing Kansas Air Center in Topeka, KS. I just want to know how each of you pick a fbo? Is it the fuel price? The Customer Service that is provided? All input is appreciated.

If you happen to have an experience with KAC at KTOP please P.M as I would love to hear it. Both good and bad stories are appreciated.

Thanks

Josh
Click to expand...

Close proximity
 
Customer service, amenities, fuel price. I've gone into plenty of places and paid $7/gal for fuel, but it typically pays off in other aspects.

Have fun. It's a tough biz some days. You'll want to pull your hair out. Pull others hair out. Hide in a corner. This is incredibly common in the industry and it's not always your fault if the customer isn't happy.
http://www.youtube.com/watch?v=e7Xq2KEDAnY
 
Z06_Mir said:
Customer service, amenities, fuel price. I've gone into plenty of places and paid $7/gal for fuel, but it typically pays off in other aspects.

Have fun. It's a tough biz some days. You'll want to pull your hair out. Pull others hair out. Hide in a corner. This is incredibly common in the industry and it's not always your fault if the customer isn't happy.
http://www.youtube.com/watch?v=e7Xq2KEDAnY
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That video was shown to me on the first day I worked for the company a year and a half ago. It has been integrated into our standard training :D. :mad2: I am happy to say that isn't always the case but there definitely are a few knuckle heads out there just like any other branch of society.
 
ki4lzk said:
That video was shown to me on the first day I worked for the company a year and a half ago. It has been integrated into our standard training :D. :mad2: I am happy to say that isn't always the case but there definitely are a few knuckle heads out there just like any other branch of society.
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I started a new job at a new FBO recently, and my new boss goes "LIKE LEARJET CAPTAIN!!!!" and did the arms. I almost lost it when she said "Have you seen the video?" "Who HASN'T seen the video is the better question!!"

Also, I've had a customer almost identical to that, even in a Learjet. Though he previously owned a Saberliner. He is too cheap to pay the cost for full service which netted hime a $.50/gal discount since he was in our hangar. He bought his own couple hundred thousand dollar hangar and is now self-serving. It was absolutely epic to watch a Saberliner self-serve. Pretty funny with the Learjet too, especially since it's a 60.
 
I hadn't seen the video before this thread. Great video.... :rofl:

Z06_Mir said:
I started a new job at a new FBO recently, and my new boss goes "LIKE LEARJET CAPTAIN!!!!" and did the arms. I almost lost it when she said "Have you seen the video?" "Who HASN'T seen the video is the better question!!"
Click to expand...
 
Z06_Mir said:
I started a new job at a new FBO recently, and my new boss goes "LIKE LEARJET CAPTAIN!!!!" and did the arms. I almost lost it when she said "Have you seen the video?" "Who HASN'T seen the video is the better question!!"
Click to expand...

I hope that the video becomes common enough that one day just starting your interaction with 'I am the captain of that Learjet...' will buy you laughter and ridicule from the CSRs.
 
Would be nice if the FBOs would put up a thread,of what they want from their customers. Just a thought.
 
I agree with all of the important items that were listed here IE: clean bathrooms, fresh coffee, bottled water, courteous people, ECT. But I have one to add that is at the top of my list.

I am just a measly part 91 GA operator, but if I am there for a fuel stop then I usually try to time it around a meal break. So in depth local knowledge of dining options (with transportation), and I am not talking about pointing me to the local chain restaurant, I am looking for unique and good food to make this a destination nextime.

Even though I am flying, my travel is still about the journey as much as getting to my destination fast.
 
frfly172 said:
Would be nice if the FBOs would put up a thread,of what they want from their customers. Just a thought.
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That's easy, the FBO's will just tell us to leave our money and move along out of the way...
 
cheap gas, courtesy car, and chicks in yoga pants
 
taters said:
cheap gas, courtesy car, and chicks in yoga pants
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fat_girl_in_yoga_pants.jpg
 
ki4lzk said:
Hello Everyone;
I will be managing Kansas Air Center in Topeka, KS. I just want to know how each of you pick a fbo? Is it the fuel price? The Customer Service that is provided? All input is appreciated.

If you happen to have an experience with KAC at KTOP please P.M as I would love to hear it. Both good and bad stories are appreciated.

Thanks

Josh
Click to expand...


I'll have to stop in and say hi. I usually go to TOP for the cafe, and don't use the FBO much, other than the weather station on iffy days.

But - to your question:

I don't use too many FBOs, most of my flights are either local or out and back lunch trips. Any fuel I buy gets reimbursed by my own FBO rental folks. So my opinions are more of the "weekend warrior" variety.

Courteous and professional ramp crews and front desk people (which you already have.)

Fresh coffee (doesn't even need to be free, an honor system tip-jar will get something from me)

A decent weather station/flight planning room (you have a small, but usable, space)

At my home FBO I use one of their conference rooms quite a bit. I go in there for some quiet and a chance to review wx or briefings or whatever. Sometimes it's just a place to wait out some wx and sip on some coffee while reading the POA forums.
 
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