Case Study: Private Aviation Car Service

Today’s case study is one in a series of papers prepared by Kevin Smith Transportation Group. This weekly series will focus on real-world issues our clients bring to us, how our Project Teams work with those same clients to understand their opportunities and how together we develop and implement a transportation solution.

Do you require Executive Car services for your next private flight? Call Kevin Smith Transportation Group today at 610-222-6225 and let one of our Corporate Concierges arrange all of your ground transportation. KSTG’s fleet of luxury Sedans, SUV’s, Executive Sprinters and Stretch Limousines provide the perfect transition from private flight to private car service.

Thesis and Solution

A local FBO (fixed-based operator, or an organization who handles all operations at an airport, often smaller, private facilities) approached us after securing a contract for a large multi-national company who would begin flights to their airport at a rate of 2 to 3 times a day.

Their issue was the prior ground transportation solution was a poor communicator and their fleet was continuing to decline in quality. They knew they needed the best Executive Car service the area could offer.

The goal was to partner with a luxury transportation service, build out an advanced communication plan and provide their new client with a service that would ensure a long-term partnership with their new client.

Key Challenge

The client approached us outlining their existing issues with their current provider. This included poor communication and the degradation of vehicles.

These issues led to their inability to provide timely transportation and when service was provided, an experience that was not up to expectation. Their new client made it clear that a transportation solution needed to be a part of the new relationship.

Alternatives

They had very few alternatives. They couldn’t go forward with their existing partner and the area was flooded with sub-par transportation companies where the grass may not be greener.

They discussed and quickly dismissed managing their own fleet of vehicles as the costs just didn’t make sense. Ultimately, they knew they needed to partner with a leading luxury brand that could provide a diverse fleet of vehicles for their new client.

Proposed Solution

What we proposed was a dual solution. First, a dynamic Account Management Team with a dedicated Client Manager to handle all of their bookings. This would provide the solution to their prior issues around communication.

Second, KSTG would dedicate a small rotation of elite Chauffeurs who would be a familiar face to those clients coming into town. Providing a consistent level of service, along with the luxury brand that KSTG offers all of its clients, assured the FBO that a long-term, viable solution could be possible.

In addition, leveraging KSTG’s large assortment of fleet options offered an additional dynamic for other clients of the FBO who sometimes needed larger shuttles and mini-buses.

Lessons Learned

Like many service requests, the need from this FBO was familiar. They were experiencing poor communication, inconsistent service and an aging fleet where the transportation company didn’t want to invest in something better.

In addition, this partnership will enable us to provide a similar service to every other client utilizing this FBO. So more than three dozen regular clients wound up benefiting from this new relationship.