Jets.com has appointed Benjamin Acker as vice president of client experience. This newly created role will lead the development of a dedicated client experience department, extending the highly personalised, white-glove service that has defined Jets.com for more than 17 years.

The client experience team will operate as a 24/7 concierge team staffed by experienced private aviation professionals. The team will support and enhance existing client services by strengthening operations and ensuring every flight is safe, seamless and exceptional from start to finish.

Inspired in part by the ‘Dreamweaver’ model of anticipatory hospitality at NYC's restaurant Eleven Madison Park, the division will focus on proactively meeting client needs and delivering thoughtful, personalised touches to turn a well-run flight into an unforgettable one.

Since its founding in 2008, Jets.com has remained privately held, allowing the company to stay focused on its core mission of genuine, relationship-driven service. “We built Jets.com on the belief that private aviation should feel personal,” says Jets.com co-founder Edgar Alacan. “The client experience team is the next evolution of that vision. We're confident Benjamin is the right leader to take this forward.”

Acker brings more than a decade of experience at the intersection of aviation operations and high-touch client service, including roles in charter brokerage, flight training and aircraft management for ultra-high-net-worth clients. He joins from Mike Goulian Aviation, where he served as the primary point of contact for high-value clientele. Previously, he helped lead flight support operations at Magellan Jets, overseeing team performance and end-to-end trip execution across a high volume of charter activity. An FAA-certificated commercial pilot, Acker combines operational expertise with a deep commitment to hospitality.

Acker describes what drew him to the opportunity: “I was drawn to Jets.com by the organisation's steadfast commitment to hospitality and service. I've built my career at the intersection of high-touch hospitality and aviation operations, and Jets.com is exactly where those two values converge at scale. I'm thrilled to contribute to this shared purpose.”

The client experience team is set to launch later this year, with Acker leading team development and service standards from inception.