Private Flyers Rank the PlaneSense® Program First in Customer Service

Private flyers recently ranked the PlaneSense® fractional program as a cut above the rest when it comes to providing outstanding customer service to its clients, a tough achievement at a time when air travel has come under great scrutiny. Customer service has been a topic of contention in the industry over the past 18 months because commercial airlines and private aviation have been substantially impacted by a worldwide pilot shortage, staffing challenges, and supply chain issues, resulting in delays, increased prices, and service interruptions. When the soaring demand for private flights is factored in, along with limited available options, it is becoming increasingly difficult to provide clients with the best customer service experience possible. Even with all this happening, the PlaneSense® fractional program has worked diligently to successfully fly above client expectations as proven in a recent survey of private flyers.

Business Jet Traveler magazine recently asked readers to rank eleven lift services, several of which operate similarly to the PlaneSense® program. Among its closest competitors in the survey, the PlaneSense® program ranked number one in Customer Service, Aircraft Choices, Value for Price Paid, and Overall Satisfaction. As a program known for its reliability and value, the recognition is a well-appreciated honor.

Private flyers in the survey also ranked the Pilatus PC-12 as the number one desired single turboprop. The Pilatus PC-24 jet was also ranked as one of the most highly desired light jets, continuing to grow in popularity every year since it entered the market in 2018. The PlaneSense® program manages the world’s largest commercial fleet of Pilatus PC-12s and PC-24s, giving it more operational experience in the aircraft than other programs. Both aircraft are well known for their versatility, reliability, and efficient operation. Clients also appreciate the spacious and comfortable cabins and the generous interior cargo area, attributing to a great flight experience. The fleet is made up of newer aircraft to ensure clients have access to the most state-of-the-art technology and safety features. The average age of the fleet is under five years and is overseen by the company’s expert maintenance operations.

The importance of customer service

Ninety percent of Americans review customer service ratings when deciding what companies to do business with, and 58 percent of consumers will switch companies due to poor customer service. Often, smaller companies excel at providing a more personal customer experience whereas larger companies may fail because of scripted and almost robotic approaches to customer support. Since 89 percent of consumers are more likely to make a second purchase after experiencing positive customer service, smaller businesses may land bigger wins more consistently, increasing their sales and customer retention.

Exceptional customer service has been one of the PlaneSense® program’s highest priorities since its launch in 1995. As a result, the company has a high retention rate among its clients. In fact, a large percentage of PlaneSense® clients have been a part of the program for more than 10 years, with many enjoying more than 20 years of private flight services. Many PlaneSense® fractional share owners have added onto their existing shares from 1/8th to 3/16ths at a record-breaking rate in recent years. Additionally, clients regularly refer the program to their friends and colleagues who are also looking to fly privately.

A large part of the PlaneSense® program’s focus on customer service involves the pilots that operate the growing fleet. By providing high quality training, the company ensures its pilots are not only experts in the safe operation of the aircraft but are also providing outstanding customer service throughout clients’ flights. The dedicated team in the Flight Operations Center addresses each client’s personalized flight needs from the point of reservation to arrival at their destination.

To learn more about how the PlaneSense® program provides a complete and cohesive experience that Flies Above Expectations, Call us today at 866-214-1212 or email

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Sources: Hubspot, HelpScout