With passenger numbers rising, Mallorcair is getting great feedback from clients who are gradually returning to its terminal at Palma airport following a Mediterranean-themed makeover.

As passengers become ever more demanding, many handlers are developing the ability to predict what clients want before they ask for it. At the very least they are learning that they need to go beyond the traditional scope of handling operations to meet the increasing complexity and number of requests per client, which could be anything from faster ground transport options to individualised allergy-aware catering.

Many FBOs that did particularly well in this year's EBAN survey have used the global economic downturn as an opportunity to win new business, develop facilities and refine customer service.