Press Release

Issued by Green Charter 2022.

May 8, 2014

CaptureHospitality, a new provider of FBO hospitality consultancy, has announced that it has commenced offering unbiased hospitality advice to European and Russian FBOs.

Based in The Netherlands, CaptureHospitality has recently entered the market for FBO operational consultancy but with an exclusive focus on hospitality in the broadest sense.

"Coming from the private aviation industry ourselves as (flight) crew, we visit many FBOs and noticed that there are huge differences in the way FBOs facilitate their customers," says Martijn van't Loo, managing director, CaptureHospitality. "FBOs can overlook the importance of a consistent presentation and might lack eye for detail. This is noticeable in the way staff members can approach passengers and crews, limited amenities, the state of the interior and exterior of the FBO itself and quality of services offered e.g. ground transportation, catering, lounges etc. All these aspects make up the total hospitality experience a customer will have and by which they will rate an FBO.

"Needless to say, it is therefore key to ensure customers truly feel welcome, appreciated and “at home”. Life of a crew on the road can be arduous; to arrive at an FBO where you know you and your passengers are in good hands is a very comforting thought and will keep crews coming back. Customer satisfaction is crucial when an airport has several FBO' for operators to choose from.

"Many FBOs excel in the technical part of the handling process but might have a management team that doesn't necessarily contain members with a solid background in hospitality. During a thorough audit, our hospitality consultants therefore look at the FBO through the eyes of a customer, determine positive and negative influences and suggest effective improvements to the management where necessary. From our experience, hospitality standards can easily be improved without large investments; it is often a matter of crossing t's and dotting i's. The FBO can then implement the improvements in their training manuals to raise standards and serve their customers even better.”

Our ultimate objective is to serve FBOs across Europe, Russia, Africa and North America. We are visiting EBACE 2014 and are looking forward to meeting interested FBO managers to exchange thoughts.