There are thousands of FBOs — fixed base operators — worldwide. But how do these ground operators work within business aviation? We sat down with Niamh McNamara from Dubai-based flight support solutions specialists UAS for an introduction to the topic in the latest of our ab initio guides!
At its most basic level, “an FBO,” McNamara tells us, “is a facility at an airport run by a company that is given permission to operate on its premises and provide aviation services for private aircraft, passengers, and crew. FBOs are usually the main providers of services in general aviation and business aviation. This includes MRO [maintenance, repair and overhaul] amenities, catering, crew services, lounge areas for passengers, customs and ommigration, refuelling and other elements of ground handling.”
For those approaching FBOs from a commercial aviation world, the concept is essentially the business aviation equivalent of everything that goes on at an airport terminal. Landside, passengers arrive via ground transportation, are processed airside, and depart, while on the apron and tarmac the FBO takes care of everything that the aircraft needs. FBOs vary in size and service level depending on the level of demand from private aviation passengers.
“The FBO will be the place where your passengers will relax, get refreshed, and go through Customs and Immigration,” McNamara explains. The FBO is “where your crew will rest — and your aircraft will fuel up, receive maintenance, and restock, if necessary. It plays a pivotal role in private flight as it means avoiding the crowds, queues, and time-wasting associated with airport terminals.”
“Choosing the right FBO to meet the client’s need is fundamental and is always a trending talking point as this can make or break the success of a trip,” McNamara says. “The best FBO will provide the highest levels of convenience and comfort to the client while expediting the operation and being as cost-effective as possible. The right FBO makes a huge difference to both the broker and the client — it is a crucial component of a flawless flight experience.”
Indeed, customer service and the business passenger experience repeatedly comes up as the critical element to making an FBO great rather than good. Options like concierges, butler-trained staff, and customer representatives with strong local knowledge are all critical.
Indeed, says McNamara, “A good FBO is generally down to the people working there and their ability to make things happen. There are also some amazing FBO facilities. But it’s not merely the facilities themselves- it’s the staff and serve values that make an FBO standout. Outside the facilities it is the local network at the airport and the city which makes the difference. Having the right contact person for every possible situation will make the difference.”
The line between aircraft and passenger requirements can often be blurry, and indeed the needs of passengers can vary frequently. One aircraft might be carrying a senior business executive travelling alone or with a small team of colleagues, and the next a multigenerational family with small children. Indeed, those two sets of passengers might be successive users of the same aircraft — or even via the same lead passenger, as a CEO takes an extended group of friends and relations on holiday.
Variation will also depend on location: an FBO and its staff must be able to deal with a variety of needs, but these will inherently be different for a major financial city’s airport versus one in, say, the Caribbean.
FBOs must take in their stride “special requirements for handling, like being able to provide contact to local maintenance companies, special catering requirements or simply being able to connect the incoming crew and passengers to the right embassy or doctor who speaks their language,” McNamara explains.
Passenger requirements and demands are constantly changing, too. During the height of the COVID-19 pandemic and its restrictions, FBOs needed to manage very spiky demand with stringent and changing health requirements, as well as ensure the continuity of their operations through staff reductions and manage the risks of expertise waning with lower flight numbers — and then manage the burst of demand as travel restarted.
The challenge of providing services at a consistent globally high level as the industry recovers remains, while “a new demand since 2019 would be the access of the FBO to sustainable aviation fuel,” McNamara highlights.
Author John Walton
Published 22nd November 2022
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