Our charter experts handle a wide variety of charter requests. Some are relatively straightforward, whereas others require more specialist knowledge. One such request was received by our US team this year.
How we handle a complex specialist charter request
Our charter experts handle a wide variety of charter requests. Some are relatively straightforward, whereas others require more specialist knowledge. One such request was received by our US team this year.
“The charter was far from straight-forward,” explains regional commercial jets director Mark Hayter. “We had to demonstrate our knowledge to secure the contract, before using our expertise to complete the charter to the customer’s unique specifications.”
The enquiry
“We received a call from a production coordinator who needed a chartered flight from Los Angeles to La Paz in Mexico,” Mark says. “They initially wanted to move 12 passengers and a large amount of filming equipment, but while our private jet and group charter specialists were working to find a solution this changed to ‘between eight and 20 people’.
“The customer had also made enquiries with one of our competitors, so we knew we needed to quickly provide viable and cost-effective options in order to secure the charter.”
How we secured the contract
“We offered three different solutions: a heavy jet, a larger Embraer ERJ145, and a narrow-bodied Boeing 737-800. Our team advised against using the private jet due to its smaller baggage allowance, providing details of each aircraft’s hold dimensions so the customer could see this for themselves and make an informed decision.
“Our competitor was recommending private jets as a viable solution, but we knew this could result in the customer being unable to load all their equipment at the airport. Impressed with our knowledge, they asked us to organise the charter and opted for the more cost-effective ERJ145 [pictured left] over the B737-800 [pictured right].”
Complexities and hurdles
“The first challenge we faced was sourcing the aircraft,” explains Mark. “It can be difficult to find American airlines that will fly to Mexico, as FAA safety ratings have prevented Mexican airlines from adding new routes to the US since 2021.
“But that didn’t stop our experts. Not only did we find an operator to fly the route, but we were also able to source a Mexican-owned Embraer with the help of our new Mexico City office.
“Next, we needed to ensure the right insurance was in place before the flight, which included getting approval from Mexican officials. This can take up to two weeks, but we only received the all-clear to begin the process eight days before the flight. Despite the tight time frame, we managed to secure the required documentation.”
A personal touch
“As the customer was carrying a lot of heavy, expensive filming equipment, we recommended avoiding the hustle and bustle of busy Los Angeles International Airport and departing from the more exclusive FBO at Van Nuys Airport instead.
“On the day of the flight, we sent a representative to the airport to ensure everything ran smoothly. They also got the captain’s permission to load some of the more expensive equipment in the cabin, giving the client added peace of mind.
“The customer was very satisfied with our level of service on the outbound leg, and particularly happy to learn they could load more equipment than expected onto the aircraft.”
A change of schedule
“We remained in close contact with the client as they started filming in Mexico, making sure they had all the necessary information for the return flight,” says Mark.
“When bad weather halted filming a few days before the group’s scheduled departure, they asked to return to Los Angeles early. Despite the short notice, we leveraged our close relationship with the operator to bring their flight forward by two days. At the same time, our Mexican office liaised with personnel at La Paz International Airport to help facilitate the schedule change. Having a Spanish-speaking team with local knowledge and connections in the region was extremely helpful in the process.
Complex charters require specialist knowledge
“I really enjoyed working on this charter,” concludes Mark. “Partly because we were left with a happy customer, but also because it demonstrated our knowledge and expertise.
“Without our experience, the group could have found themselves unable to load all their equipment onto a private jet. They’d probably have had to transport the remainder on a scheduled service, with the risk of it being damaged or lost en route.
“Instead, we were able to use our industry connections to source the ideal aircraft for their requirements, allowing them to keep costs down and fly all their equipment on one flight.
“Providing a flight representative at the airport was a personal touch the customer really appreciated. They were also impressed with our flexibility in moving their return flight forward at short notice.
“This is the level of service we strive to offer on every charter, but being able to do it with such a complex request shows why we’re one of the world’s largest charter companies.”
To learn more about how our specialist charter experts can help you, or to book your next charter, contact your local office today.