Customer Satisfaction
Key Concept: The pilot books a type – not a specific plane
Key Concept: FleetCaptain assigns a plane at flight time
Making better use of the fleet has the same effect as increasing the number of planes in the fleet. To the operator, that means more revenue. To the pilot, it means more aircraft to fly and more booking flexibility.
• A little early – why not take a plane now?
• A little late – generally not a problem
• No booking? Sun came out? Call – we can probably fit you in
The pilot has a lot to worry about prior to the flight. Weather, passengers, flight plan, weight & balance… let’s not compound that with a difficult rental experience. There should be no research projects for the pilot to do. No trying to figure out what time night starts. No flipping through logbooks looking for past maintenance entries. No calculations. Just get the plane, verify the information that’s been prepared and go. A pilot who is ready to go gets to the plane without delay further increasing aircraft utilization.
Because the plane is assigned at flight time instead of in advance, there is no disruption when any one plane is snagged, and no one is waiting for the plane to return. Most of the time a quick radio call to the dispatcher will confirm that a flight lesson that’s going well can be extended a few minutes.
Quality
It’s a cycle of success:
• Better fleet utilization
• More revenue
• Re-investment in higher quality, more similar aircraft
• Customer satisfaction
• Customer loyalty, more return business, less churn
• Better fleet utilization
• More revenue …
Focus on People
It is always ….. all about people
The staff is our most important and our most expensive resource. What do we want our staff doing? Holding planning meetings? Handling disruptions? Focussed on spreadsheets – analyzing, calculating?
There will always be some of that. But FleetCaptain takes on a great deal of the underlying administration. It co-ordinates activities and ensures there are few errors or disruptions in the operational flow.
The staff has more time to focus on the customers. Pilots. Talk about flying. Figure out what the customer needs. Where can we find improvements? How can we solve problems?
How can we make flying and flight training more fun?!