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Tuesday, April 20, 2021

Private aviation magazine Business Jet Traveller conducts an annual reader survey that they call “Readers Choice”. In 2020 they had close to 2,000 respondents who gave their ratings on charter and jet card providers and membership clubs, with enough data to rank 11 of the largest providers.

Survey respondents were asked to rate their most recent experience with air charter, a jet card, or a membership club on each of these factors below:

  • Aircraft model choices
  • Availability of aircraft on short notice
  • Customer service
  • Peak-day policies
  • Value for price paid
  • Overall satisfaction

The five point voting scale was: Excellent (5), Very Good (4), Average (3), Fair (2), Poor (1).

The highest “Overall Satisfaction” score went to NetJets with 4.61 out of 5. Runners up were Corporate Flight Management at 4.30, Executive Jet Management (owned by NetJets) at 4.13 and Million Air at 4.07.

NetJets obtained the highest score in all of the categories, with its highest category total coming in “Customer Service“ at 4.74. Customer service is a key part of private aviation – responding to customer requests, recognizing likely requests before they arise, and also being aware of the impact of all the external factors such as weather and air traffic control. All the companies in the survey had good responses in this category, with the lowest customer service score being 3.80. More detailed results are at the BJT site.

The full list of providers that received enough votes to have a statistically meaningful result were:

  • Clay Lacy Aviation
  • Corporate Flight Management
  • Delta Private Jets
  • Executive Jet Management
  • Jet Aviation
  • Million Air
  • NetJets
  • Sentient Jet
  • VistaJet
  • Wheels Up
  • XO

Note their are hundreds of charter providers and a large number of jet card and membership providers, many of which are small operations, so the abve list is purely the larger providers who received enough responses.

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