Finding the right services at a multi-FBO airport can be a daunting task for aircraft owners and operators faced with numerous options. With multiple Fixed Base Operators (FBOs) competing for business, the decision often hinges on balancing cost, safety, and service quality. Factors like fuel pricing, facility amenities, and turnaround efficiency play critical roles in determining the best value. By leveraging technology and researching FBO reputations, operators can make informed choices that optimize their experience. Ultimately, understanding key criteria ensures aircraft operators find the most reliable and cost-effective services at a multi-FBO airport.
Having choice is good, but too much choice can make decisions far more difficult. It can be similar for aircraft operators flying into airports with multiple FBOs available. What are some of the key criteria aircraft owners and operators should consider to find the best value services at a multi-FBO airport?
Typically, the smaller the number of items and variables someone has to analyse in order to make a purchase, the quicker they will do so. But that doesn’t mean they will have made the right decision.
Hence business aircraft operators often find themselves involved in a fine balancing act when several FBOs exist at the same airport.
Imagine planning to visit an unfamiliar airport with up to 12 FBOs all vying for your business. A lack of local knowledge could add to what would already be a complex decision-making process. Beyond the cost of fuel, for example, aircraft owners and operators will need to know what other facilities are provided by each FBO too.
Nevertheless, George Bacigalupo, Line Manager at Eagle Aviation Columbia, says fuel remains a driving factor behind any decision to use the services of an FBO, adding that facilities come in second place, with another factor being where the customer wants to go.
“The customer sometimes makes decisions, based on where they’re being picked up or going, and it’s not just the pilots who make decisions. [Ultimately], it is operations based on costs and facilities.”
Bacigalupa adds that in some cases he sees Business Aviation companies tankering their own fuel when possible.
Landing and Handling Fee Considerations
Cory Bengtzen, CEO of SkyShare agrees that price is one of the deciding factors. However, he concurs that it’s not the only one. “We also look at the other fees, such as landing and handling costs. It’s also about the customer service, and the facilities available while you wait.”
He adds that safety and trust are of paramount importance when choosing between FBO service providers, and for this reason he prefers to use suppliers who are branded – such as Titan, Atlantic or Signature as in his opinion they typically have higher safety standards.
For anyone seeking the gold standard for ground handling, though, it’s worth checking whether the FBO has obtained an IS-BAH (International Standard for Business Aviation Handling) rating, launched by the International Business Aviation Council in 2014 to enhance the safety and efficiency of Business and General Aviation ground handling service providers on a global level.
“Do they have NATA line service and safety-first training?” Dave Emerson, President, at DAE Aviation Enterprises Corp, and Emerson Aviation asks, highlighting that safety is another variable that may set one FBO apart from another.
According to Emerson, the difference between fuel providers often only amounts to a few pennies, and while it’s true that owners, operators and their customers may choose the lowest cost supplier if their focus is money, if the price of that fuel (if not of anything else) is too low, then it’s probably too good to be true.
FBOs that focus on offering low-cost pricing may not be able to cover their overheads, nor be focused on quality control, he warns.
Emily Dildy, Marketing Manager at Gill Aviation argues that while fuel pricing is an important consideration, it shouldn’t be the sole deciding factor.
“Many operators assume that the FBO with the lowest fuel price is the most cost-effective option,” she elaborates. “This approach often ignores the broader picture of operational efficiency and service quality.”
And Dildy highlights that low fuel costs can be quickly offset by higher ancillary fees or subpar services. “An FBO with cheaper fuel may charge premium rates for ramp access, parking, or handling,” she illustrates, adding that slow turnaround times or lack of amenities can result in costly delays.
Of importance to her company, is the provision of transparent pricing and the balancing of competitive fuel costs with exceptional services to avoid a compromise. FBO Planning & Research Strategies
Emerson’s advice is for owners, operators and – whenever pertinent – their customers to do a little research to whether certain FBOs of interest stack up. What facilities do they offer in comparison with other FBO options, for example?
He adds that it’s important to check out the websites of the FBOs to make intelligent and informed decisions. This may include thinking about convenience and taxi times, which can be quite lengthy at some larger airports.
“When I go to Teterboro, there are seven FBOs there,” he illustrates, adding that he uses the same FBO every time since it has a track record for taking good care of him. “[If] I have a relationship with an FBO chain, I use that when it’s available.”
Bengtzen says that whether the aircraft is a turboprop or a business jet, there are some fuel programs that can save owners and operators thousands of dollars. “One of them is through the Corporate Aviation Association (CAA)”, which in his experience saves the most amount of money. “There are other fuel contract cards, and I’d recommend having three or four of these [too].”
For larger charter and fractional aircraft operators, he adds, there are fuel programs – such as FuelerLinx – which uses AI, helping the operator plan fuel purchases as its fleet flies across the country while saving money.
Beyond fuel pricing, Dildy says the decision to select a particular FBO may also depend on ease of access, having a welcoming and personalized customer service team with quicker response times.
Especially in high pressure situations, fast turnaround times for refuelling and of both handling staff and ground services saving hours on an itinerary, the fees that are charged beyond fuel, and an “FBO’s reputation for consistent service is critical,” without unnecessary delays or miscommunication.
Reward Schemes and Technology
“In the quest for savings, many operators miss out on valuable opportunities because they focus solely on fuel price,” says Dildy. Following are some of the items you shouldn’t overlook, that can occasionally be more invaluable than saving money on fuel:
Loyalty and reward programs that provide discounts, free services, or added perks for repeat customers.
Partnership discounts, whereby an FBO has collaborations with credit card schemes, fuel cards, or with aviation groups [such as Phillips 66 Aviation] to unlock savings or exclusive offers of which operators may not be aware.
Time-saving options such as concierge support, car rental, and facilities or hotel booking.
Technology also helps when making the choice over which FBO to go with. “The FlightBridge app gives the heads up to the FBO, so that you can have staff at hand and give the best service you can,” Emerson illustrates.
FlightBridge helps avoid the situation of someone showing up and then expecting all the staff to be readily at their disposal. This is both a better proposition for the customer, and for the FBO – allowing the latter to be fully prepared, or aware of who owns an aircraft or who will be arriving.
Bacigalupo adds that technology can help aircraft owners and operators decide which FBO is best for a particular purpose, or by a particular customer. He, too, highlights that FlightBridge can be used for booking flights and services that may be needed.
And FlightAware can also help FBOs to know how many aircraft will be coming to their facility so that they can be prepared. Indeed, with pilots even able to book hotel rooms from their cockpits, there are online tools for all parties that can benefit customers, FBOs, aircraft owners and operators.
Multiple apps exist, including Foreflight which offers fuel price comparisons to enable the identification of cost-effective FBOs in that area, while others provide NOTAM updates, weather reports, and online reservation systems for ramp access, hangar space, and services.
“By leveraging technology, operators can avoid costly surprises and optimize their choice of FBO to suit their unique mission requirements,” Dildy summarizes.
2025’s Positive Outlook
In 2024 Emerson says he got “stuck with a high fuel price,” making it hard to sell above the price he paid. This year, he thinks fuel prices are going to be more predictable, allowing better forecasting and enabling him to hire more help.
However, regulation in the industry is changing and could impact costs and prices, cutting into profit margins and the price customers pay for FBO services.
With that said, a medium-sized airport with an independent [FBO operator] may be a better choice for the smaller [flight] operators who can be more flexible on their pricing, he says.
While Dildy admits that there will be “more enhanced competition” in 2025, she believes that the range and quality of services offered at multi-FBO airports are set to improve.
More competition can lead to more competitive pricing too, and customer service may find itself being enhanced with an increasing array of technology integration. This would improve the customer experience with the use of mobile apps for seamless bookings, real-time fuel tracking, and contactless payment options.
Dildy also predicts that there will be expanded amenities, such as upgraded lounges, catering options, and concierge services to allow FBOs to differentiate themselves better.
Meanwhile, Bengtzen has a positive outlook for 2025 because “SkyShare’s flight hours are well above January 2024, and our sales are up”. He believes the next few years will be good for FBOs and operators, which he predicts could help to widen the choice of FBOs available.
FBO differentiation will ultimately help with decision-making about which FBO aircraft owners and operators use, and technology will play an increasingly important role in helping to make those buying decisions.
Original article published on avbuyer.com
