On Tour: Customer Service, Safety and Hangar Space Lift Texas Jet

 

During AC-U-KWIK’s visit to Texas Jet at Fort Worth Meacham International Airport (KFTW), a koi pond greets us at the lobby entrance. It serves as a pleasant distraction from the piercing Texas sun and sets a welcoming tone.

Texas Jet offers crew lounges called Cinema and Oasis. Oasis features more sea life in saltwater aquariums and a massage chair. The FBO’s newest amenity is a fitness center, Lift, with shower facilities for customer and employee use.

Such amenities are one reason for Texas Jet’s 10-year streak of rankings among the top 10 U.S. FBOs. The FBO was voted the No. 1 U.S. FBO in Pro Pilot Magazine’s 2017 PRASE Survey.

Another reason is Customer Service Manager Holly Hopkins’ leadership, which has earned her national recognition 10 years running. “Texas Jet’s employees develop emotional bonds with customers that really create positive, memorable experiences,” Hopkins says.

Safety is a critical part of Texas Jet’s service offering as well. The FBO received International Standard for Business Aircraft Handling (IS-BAH) certification in May 2016. “The foundation of Texas Jet’s culture of safety is our Safety Management System, which, along with our Standard Operating Procedures and Emergency Response Plan, forms the basis for how we think and what we do,” Texas Jet owner and president Reed Pigman Jr. says.

Texas Jet’s success is not limited to outside recognition of awards and certifications. The FBO says it has 60 percent fuel market share at the airport with two other FBOs and adds that it operates the most hangars and hangar space — more than 450,000 square feet among 23 hangars — at Meacham International.