SURVEY: BY 2 to 1 MARGIN, SERVICE TRUMPS LOW PRICE WHEN CHOOSING INTERNATIONAL TRIP SUPPORT COMPANIES
UAS Original Research: Service matters most for charter companies, corporate flight departments and business aviation operators; loyalty programs not decisive factor
October 22, 2013 (Dubai, UAE) – When evaluating international trip support providers, high-quality service is more important than acceptable quality service at a low price by a factor of more than 2 to 1 (70% vs. 30%). This is according to the results of the 2013 Business Aviation International Trip Support Survey, unveiled by UAS (United Aviation Services), a leading international trip support provider, at this year’s NBAA Business Aviation Convention & Exhibition in Las Vegas (UAS is exhibiting in Booth C8518).
Further reinforcing the service-first message, respondents ranked speedy/efficient service as the top attribute of an international support provider (ISP), with company reputation (word of mouth) being the most important factor influencing their decision when choosing between ISPs. More than 250 respondents from business aviation charter companies, corporate flight departments, general aviation operators and other companies around the world participated in UAS’ web survey this October.
The UAS findings give key new insight into what business aviation companies most value when arranging international trips and planning flights. “The message is loud and clear that service matters most,” says Ryan Frankhouser, Director of Business Development, Americas, UAS. “Trends come and go but the survey findings mirror what our customers tell us time and again – excellent service, speed, responsiveness, and an experienced and knowledgeable staff are what matter most today in business aviation.”
Service is King
While respondents overall indicated that excellent trip support service outweighs competitive pricing by a big margin (70% to 30%), financial decision-makers who took the survey noted they are more inclined to have an eye on the bottom line. Executives responding still favor high-quality service over acceptable-quality service at a low price, but only by a factor of 56% versus 44%. “International trip support companies are always looking for that sweet spot between value and service, delivering world-class service that customers demand, but doing so at a reasonable price that fits their budget,” added Frankhouser. “This is another way that a premium trip support provider like UAS stands out.”
Respondents also emphasize service when asked to rank desired attributes of an ISP (ranked from 1 to 6, with 1 being most important and 6 least important):
Attributes of an ISP in rank order:
- Speed/efficiency of service delivery
- Availability to use one single point of contact (web or phone) to book multiple services
- Ability to service destinations anywhere in the world
- Simplicity of invoices and pricing
- Access to credit facilities
- Loyalty program
“Companies that are booking business aviation flights care more about responsiveness and professionalism in service than ‘extras’ like a loyalty program,” says Jay Husary, UAS Senior Director of Operations & Sales. “In addition, customers appreciate companies like UAS that oversee the full range of services – such as ground handling, fuel provision, landing permits and catering – ease the process and allow them to cover multiple needs through one point of contact,” he added.
Going Beyond Ordinary
Similarly, survey respondents indicate, with 67% of the response, that when communicating with an international support provider, they look for a knowledgeable trip planning consultant who can “add value” by actively providing solutions to common challenges.
“A good trip planning consultant doesn’t just get you from point A to B,” Frankhouser says. “They will also proactively do things to help improve the bottom line such as advising alternative routes to save on permit and navigation fees or suggesting nearby tech stops to find the most economical fueling locations. This type of customer-first attitude is what companies value most from their trip support provider.”
Other Key Findings
Experience sets you apart
Over 50% of respondents, the top answer, said that an experienced, knowledgeable trip support team makes a provider stand out.
Reputation is more important than range of services
When deciding between international service providers, 42% of respondents say reputation of the service provider most influences their decision. Range of services was the second-most important factor, with 33% of the response.
About the Survey
- Survey Period: October 4 to October 11, 2013
- Delivery: web-based
- Number of Responses: 250+
- 65% of respondents based in the United States
Respondents are business aviation professionals from…
- Corporate flight departments 48%
- Charter companies 16%
- General/private operators 12%
- Private aircraft owners 9%
- Aircraft Management providers 4%
Top 4 job titles
- Chief Pilots 41%
- Executive mgmt. 18%
- Dept. head 16%
- Pilots 10%
About UAS
With international offices across the globe, regional headquarters on four continents, and unprecedented access to civil aviation authorities and governmental agencies worldwide, UAS is strategically linked to thousands of destinations around the globe. UAS provides world-class international trip support and logistics solutions to corporate, VIP, and commercial operators.
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