survey rules and methodology

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1 survey rules and methodology All evaluations for the FBO Survey were made by business aviation pilots and other flight-department personnel who actually used these facilities. The evaluations were made purely for the benefit of fellow pilots. AIN provided no opinions of its own and did not in any way attempt to influence the opinions of the survey participants. This year s North American survey AIN s 15th asked participants to evaluate FBOs they visited last year. Survey forms were mailed to a total of 12,386 pilots, flight department managers, dispatchers and other company executives from AIN s subscription list. This is the only FBO survey consistently conducted using the same controlled, scientific format year after year. Results are based on empirical data collected from a random sample of pilots. A total of 1,281 questionnaires were mailed back, for a 10.3-percent return down slightly from the 10.5-percent return last year, but nevertheless an impressive return indicative of the importance AIN readers place on the information contained in this report. For the second time, this year s survey mailing included AIN readers based in Latin America. The list that appears here includes 257 (86.6 percent) of the 297 FBOs represented on the survey form. Forty-two FBOs were excluded from the report for failure to meet the required minimum number of evaluations. To ensure statistical validity of the results, AIN required a minimum of 40 evaluations for U.S. FBOs and a minimum of 25 for those located in Canada or Latin America for a facility to be included in the final report. The 86.6-percent inclusion rate compares with the 90.5-percent inclusion rate for last year and percent inclusion rate in the 2003 survey. Space is provided for write-in evaluations, but the most any facility received this year is five half the number AIN requires for an FBO to be guaranteed a listing on next year s survey questionnaire. Still, experience has shown that looking to those FBOs with the strongest write-in showings has been the fairest way of formulating the list. With some 4,500 FBOs in North America alone, whittling down the list to 300 or so is not an easy task. The average number of FBOs rated by each participant this year was 23.3, down from last year s 24.5, and statistically close to the average of 23.1 facilities rated on each survey form from Respondents were asked to rate each FBO based on the following criteria: line service; passenger amenities; pilot amenities and services; and facilities. Each category was judged on a scale of zero to nine, with nine indicating the highest rating. Information from the 1,281 completed surveys was fed into computer files. Before any of the calculations were performed, copies of the original input were checked for typographical errors, omissions and double entries. This procedure reduces the probability of error input to almost nil. Input ratings higher than nine were entered as nine; ratings lower than zero were entered as zero; illegible entries were omitted. Each FBO s ratings for each category were added, and the resulting sum was divided by the number of responses received for the particular FBO to arrive at an average for that category. An overall average was computed by adding the FBO s scores for each category and dividing that sum by the total number of responses received in all four categories. The result is the FBO s overall average score. Finally, the averages for each category were translated into colored dots for quick identification of an FBO s standing on the rating scale. Each color represents a scoring band on the scale: red to 9.000, green to 7.749, blue to 6.999, yellow to and black 0 to Over the past two decades, AIN has repeatedly observed that the FBO industry has collectively invested billions of dollars in upgrading facilities and building new ones. Also, training and improved software and systems combine to make pilots jobs easier. These improvements have not gone unnoticed by the pilots who responded to this year s FBO survey. Seventeen FBOs received all red ratings this year, compared with 13 last year and 14 in the 2003 survey. Twenty-eight FBOs received an overall red average rating, compared with 24 last year and 23 in One-hundred-twenty-two FBOs received an average green rating, compared with 137 last year. Eighty-seven FBOs received an average blue rating, compared with 82 last year. Nineteen FBOs received an average yellow rating, compared with 25 last year. On the downside, for the first time in five AIN surveys, an FBO (but only one) received an overall black average rating this year. If your travel plans include Livermore (Calif.) Municipal Airport, you should adjust your expectations accordingly. M.P. April

There is no voting, only evaluations by pilots familiar with the service providers and facilities.

2 his year s AIN North American FBO survey, like t its predecessors, is intended to be a pilots guide to the FBOs with which they do business. Although the survey s ratings of individual FBOs give the appearance of a contest, this is not its purpose. There is no voting, only evaluations by pilots familiar with the service providers and facilities. The categories in the survey were carefully chosen and adjusted over the years to reflect the evolving variety of services and facilities offered at FBOs that do business with business aviation. The categories and the language of the cover letter sent to survey participants are designed expressly to emphasize the human side of the operations and de-emphasize the so-called bricks, mortar and glass aspects. It is significant that, among the four categories, line service consistently attracts the highest grades awarded by pilots. This indicates that line service technicians and customer service representatives, as a group, are doing a good job of making pilots look good. While the colored-dot ratings are a valuable reflection of what pilots think of their airport hosts (see summary of the survey s methodology on the back page of this insert), some of the statistics behind the statistics are also of interest. As much as we at AIN prefer not to think of the survey as a contest, all eyes in FBO public affairs offices invariably gravitate toward the list of the 31 top-ranked operations (for there is a tie for the 29th position). This year, Wilson Air Center at Memphis, Tenn., continues its dominance, with top-scoring honors for the fifth consecutive year. With its service philosophy based on owner Kemmons Wilson s legacy as founder of the Holiday Inn motel chain, Wilson topped second-place finisher Southern Jet of Raleigh- Durham, N.C., by just.076 of a point. The latter stirs the pot in this year s ratings, having catapulted an unprecedented 79 positions from its scores of last year. Business Jet Center, the popular Love Field (Dallas) facility, moved up one notch this year, led by chairman and managing general partner Robert Wright, a Dallas resident for more than four decades. Also on the way up is Monterey (Calif.) Jet Center, rating fourth position this year up from 11th last year. With 10 acres of ramp space and ample hangar storage available, the FBO also promises discreet arrivals and departures, a reflection of its role as a terminal geared for those in the entertainment industry. Rounding out the top five this year, Scottsdale Air Center (at SDL) makes another strong showing. Opened three years ago and led by former Toyota AirFlite general manager Tommy Walker, the Arizona FBO has created a buzz among pilots and passengers. Pilots can have strong feelings about the FBOs they patronize. They are proud professionals in the service business themselves. As aviators, they are trained to have only the highest standards of safety and performance. Those standards translate to their service mentality as well. The relationship between a business pilot and an FBO is critical. The pilot depends on the FBO to meet or exceed the service standards each passenger encounters inside the cabin. When pilots feel they, or their passengers, have been treated poorly, they are not shy about sharing their verdict. Conversely, when they find good service, they are equally quick to sing the praises of an outstanding FBO. The purpose of AIN s FBO survey is to provide a formal, scientific vehicle for that exchange of information. Mark Phelps, senior editor April

3 alaska Anchorage Anchorage International (ANC) Era Aviation Anchorage International (ANC) Signature (East and Exec) arizona Phoenix Sky Harbor International (PHX) Cutter Aviation Sky Harbor International (PHX) Swift Aviation Scottsdale Scottsdale Municipal (SDL) Corporate Jets Scottsdale Municipal (SDL) Scottsdale Air Center/Avitat Tucson Tucson International (TUS) Bombardier Aerospace Tucson International (TUS) Executive Terminal Tucson International (TUS) Trajen arkansas Fayetteville Northwest Arkansas Regional (XNA) Regional Jet Center Little Rock Adams Field (LIT) Central Flying Services Rogers Rogers Municipal (ROG) Beaver Lake Aviation california Burbank Bob Hope (BUR) Mercury Air Center Bob Hope (BUR) Million Air Carlsbad McClellan-Palomar (CRQ) Jet Source McClellan-Palomar (CRQ) Western Flight Livermore Livermore Municipal (LVK) City of Livermore Long Beach Daugherty Field (LGB) AirFlite/Avitat Daugherty Field (LGB) Million Air Los Angeles Los Angeles International (LAX) Mercury Air Center Los Angeles International (LAX) Piedmont Hawthorne Monterey Monterey Peninsula Airport (MRY) Million Air Monterey Peninsula Airport (MRY) Monterey Jet Center Oakland Oakland International (OAK) KaiserAir Ontario Ontario International (ONT) Mercury Air Center Palm Springs Palm Springs Regional (PSP) Million Air Palm Springs Regional (PSP) Signature San Diego San Diego International (SAN) Jimsair Aviation Services San Francisco San Francisco International (SFO) Signature San Jose Norman Mineta San Jose International (SJC) ACM Aviation Norman Mineta San Jose International (SJC) San Jose Jet Center Santa Ana John Wayne/Orange County (SNA) Newport Jet Center (now Atlantic) John Wayne/Orange County (SNA) Signature Santa Barbara Santa Barbara Municipal (SBA) Mercury Air Center Santa Barbara Municipal (SBA) Signature Santa Monica Santa Monica Municipal (SMO) Supermarine Van Nuys Van Nuys (VNY) Clay Lacy Aviation Van Nuys (VNY) Million Air Van Nuys (VNY) Petersen Aviation/Avitat Van Nuys (VNY) Raytheon Aircraft Service colorado Aspen Pitkin County/Sardy Field (ASE) Aspen Base Operation Denver Centennial (APA) Denver Jet Center Centennial (APA) Signature Centennial (APA) TAC Air Denver International (DEN) Signature Jeffco (BJC) Denver Air Center Jeffco (BJC) Stevens Aviation Grand Junction Walker Field (GJT) West Star Aviation

4 colorado (cont.) Pueblo Pueblo Memorial (PUB) Flower Aviation Rifle Garfield County Regional (RIL) Rifle Jet Center Vail Eagle County Regional (EGE) Vail Valley Jet Center connecticut Hartford Brainard (HFD) Atlantic Aviation Windsor Locks Bradley International (BDL) Signature Bradley International (BDL) TAC Air district of columbia Washington, D.C. Washington Dulles International (IAD) Piedmont Hawthorne Dulles Washington Dulles International (IAD) Signature florida Boca Raton Boca Raton Airport (BCT) Boca Aviation Daytona Beach Daytona Beach International (DAB) Daytona Jet Center Fort Lauderdale Fort Lauderdale Executive (FXE) Banyan Air Services Fort Lauderdale Executive (FXE) Executive Jet Center Fort Lauderdale/Hollywood International (FLL) Fort Lauderdale Jet Center Fort Lauderdale/Hollywood International (FLL) National Jets Fort Lauderdale/Hollywood International (FLL) Signature Fort Myers Southwest Florida International (RSW) Private Sky/Avitat Kissimmee Kissimmee Municipal (ISM) Marathon Flight Services Kissimmee Municipal (ISM) Ranger Aviation Lakeland Lakeland Linder (LAL) Piedmont Hawthorne Miami Kendall-Tamiami (TMB) Reliance Aviation Miami International (MIA) Signature Naples Naples Municipal (APF) Naples Airport Authority Orlando Opa Locka (OPF) Miami Executive Aviation Orlando Executive (ORL) Orlando Jet Center (now SheltAir) Orlando Executive (ORL) Showalter Flying Service Orlando International (MCO) Galaxy Aviation Orlando International (MCO) Signature St. Petersburg St. Petersburg/Clearwater (PIE) Jet Executive Center/Avitat St. Petersburg/Clearwater (PIE) Signature Sarasota Bradenton Airport (SRQ) Dolphin Aviation Bradenton Airport (SRQ) Jones Aviation Service Stuart Witham Field (SUA) Galaxy Aviation Witham Field (SUA) Stuart Jet/Avitat Tampa Tampa International (TPA) Raytheon Aircraft Service Tampa International (TPA) Tampa International Jet Center West Palm Beach Palm Beach International (PBI) Galaxy Aviation Palm Beach International (PBI) Jet Aviation/Avitat W. Palm Beach Palm Beach International (PBI) Signature georgia Atlanta DeKalb-Peachtree (PDK) Epps Air Service/Avitat DeKalb-Peachtree (PDK) Mercury Air Center DeKalb-Peachtree (PDK) Signature Fulton County (FTY) Hill Aircraft Fulton County (FTY) Raytheon Aircraft Service Hartsfield International (ATL) Mercury Air Center Savannah Savannah International (SAV) Signature hawaii Honolulu Honolulu International (HNL) Air Service Hawaii

5 idaho Boise Gowen Field (BOI) Boise Executive Terminal Gowen Field (BOI) Western Aircraft Hailey Friedman Memorial (SUN) Sun Valley Aviation/Avitat illinois Chicago DuPage (DPA) DuPage Flight Center Midway (MDW) Atlantic Aviation Midway (MDW) Million Air Midway (MDW) Signature O Hare International (ORD) Signature Palwaukee (PWK) North American Jet Palwaukee (PWK) Signature Waukegan Waukegan Regional (UGN) DB Aviation indiana Indianapolis Indianapolis International (IND) Raytheon Aircraft Service iowa Indianapolis International (IND) Signature Des Moines Des Moines International (DSM) Elliott Aviation kansas Salina Salina Municipal (SLN) Flower Aviation Wichita Jabara Field (AAO) Midwest Corporate Aviation Mid-Continent (ICT) Raytheon Aircraft Services Mid-Continent (ICT) Yingling Aircraft kentucky Lexington Blue Grass (LEX) TAC Air Louisville Louisville International (SDF) FBO AvCenter louisiana Baton Rouge Baton Rouge Metro (BTR) Louisiana Aircraft/Avitat New Orleans Lakefront (NEW) Atlantic Aviation Lakefront (NEW) Million Air Louis Armstrong New Orleans International (MSY) Atlantic Louis Armstrong New Orleans International (MSY) Transit Aviation maine Portland Portland International (PWM) Northeast Airmotive/Avitat maryland Baltimore Baltimore/Washington International (BWI) Signature Martin State (MTN) Maryland Aviation Adm./Avitat massachusetts Bedford Hanscom Field (BED) Jet Aviation/Avitat Hanscom Field (BED) Signature Boston Logan International (BOS) Signature michigan Detroit Detroit City (DET) Signature Detroit Metro (DTW) Air Service International Willow Run (YIP) Willow Run Jet Center Pontiac Oakland County International (PTK) Aerodynamics (ADI) Oakland County International (PTK) Million Air Oakland County International (PTK) Pentastar/Avitat

6 minnesota Minneapolis Flying Cloud (FCM) Elliott Aviation Minn./St. Paul International (MSP) Signature St. Paul Downtown (STP) Million Air St. Paul Downtown (STP) St. Paul Flight Center Rochester Rochester International (RST) Rochester Aviation missouri Kansas City Wheeler Downtown (MKC) Executive Beechcraft Kansas City International (MCI) Executive Beechcraft St. Louis Lambert-St. Louis International (STL) Signature Spirit of St. Louis (SUS) Executive Beechcraft Spirit of St. Louis (SUS) JetCorp Spirit of St. Louis (SUS) Million Air St. Louis/Cahokia, Ill. Downtown Parks (CPS) Midcoast Aviation montana Billings Billings Logan International (BIL) Edwards Jet Center Bozeman Gallatin Field (BZN) Yellowstone Jet Center nebraska Lincoln Lincoln Municipal (LNK) Duncan Aviation Lincoln Municipal (LNK) Silver Hawk Aviation Omaha Eppley Airfield (OMA) Elliott Aviation Eppley Airfield (OMA) TAC Air nevada Las Vegas McCarran International (LAS) Las Vegas Executive Air Terminal McCarran International (LAS) Signature Reno Reno/Tahoe International (RNO) Jet West Reno/Tahoe International (RNO) Mercury Air Center new jersey Atlantic City Atlantic City International (ACY) Midlantic Jet Aviation Morristown Morristown Municipal (MMU) Signature Newark Newark Liberty International (EWR) Signature Teterboro Teterboro (TEB) Atlantic Aviation Teterboro (TEB) First Aviation Service Teterboro (TEB) Jet Aviation/Avitat Teterboro (TEB) Million Air new mexico Teterboro (TEB) Signature Albuquerque Albuquerque International (ABQ) Cutter Aviation Albuquerque International (ABQ) Seven Bar Aviation/Avitat Santa Fe Santa Fe Municipal (SAF) Santa Fe Executive Aviation new york Buffalo Buffalo International (BUF) Prior Aviation Farmingdale Republic (FRG) Atlantic Aviation Republic (FRG) Long Island Jet Center Islip Long Island Mac Arthur (ISP) Long Island Jet Center Newburgh Stewart International (SWF) Rifton Aviation/Avitat New York City La Guardia (LGA) SheltAir (formerly Signature) White Plains Westchester County (HPN) Jet Systems/Avitat Westchester County (HPN) Panorama Westchester County (HPN) Signature Westchester County (HPN) Skyport

7 north carolina Charlotte Douglas International (CLT) Signature (now Wilson Air Center) Greensboro Piedmont Triad International (GSO) Atlantic Aero Piedmont Triad International (GSO) Piedmont Hawthorne Raleigh-Durham Raleigh-Durham International (RDU) Piedmont Hawthorne Raleigh-Durham International (RDU) Southern Jet/Avitat north dakota Fargo Fargo Hector International (FAR) Fargo Jet Center ohio Akron Akron Canton Regional (CAK) McKinley Air Transport Cincinnati Burke Lakefront (BKL) Million Air Cincinnati International (CVG) Delta Air Elite Jet Cleveland-Hopkins International (CLE) I-X Jet Center Cuyahoga County (CGF) Corporate Wings Lunken Field (LUK) Midwest Jet Center Lunken Field (LUK) Million Air Columbus Port Columbus International (CMH) Lane Aviation Port Columbus International (CMH) Million Air Toledo Toledo Express (TOL) National Flight Services oklahoma Oklahoma City Wiley Post (PWA) Trajen oregon Will Rogers World (OKC) AAR Tulsa International (TUL) Mercury Air Center Portland Portland International (PDX) Flightcraft pennsylvania Philadelphia Northeast Philadelphia (PNE) Atlantic Aviation Philadelphia International (PHL) Atlantic Aviation Pittsburgh Allegheny County (AGC) Corporate Air Pittsburgh International (PIT) FBO AvCenter south carolina Charleston Charleston International (CHS) Mercury Air Center Greer Greenville/Spartanburg (GSP) Stevens Aviation Hilton Head Hilton Head (HXD) Carolina Air Center tennessee Memphis Memphis International (MEM) Signature Memphis International (MEM) Wilson Air Center Nashville Nashville International (BNA) Mercury Air Center Nashville International (BNA) Signature texas Amarillo Husband Amarillo International (AMA) TAC Air Austin Austin Bergstrom International (AUS) Signature Austin Bergstrom International (AUS) Trajen Flight Support Dallas Addison (ADS) Mercury Air Center Addison (ADS) Million Air Love Field (DAL) Business Jet Center Love Field (DAL) Jet Aviation/Avitat Love Field (DAL) Piedmont Hawthorne Love Field (DAL) Regal Aviation Love Field (DAL) Signature El Paso El Paso International (ELP) Cutter Aviation

8 texas (cont d.) Fort Worth Alliance (AFW) Alliance Aviation/Avitat Bush Intercontinental (IAH) Trajen/Avitat Hobby (HOU) Atlantic Aviation Hobby (HOU) Million Air Hobby (HOU) Raytheon Aircraft Service Meacham Field (FTW) Texas Jet San Antonio San Antonio International (SAT) Million Air (formerly Hallmark) San Antonio International (SAT) Raytheon Aircraft Services utah Salt Lake City Salt Lake City International (SLC) Million Air virginia Salt Lake City International (SLC) Salt Lake Jet Center Richmond Richmond International (RIC) Million Air Richmond International (RIC) Richmond Jet Center/Avitat washington Seattle Boeing Field (BFI) Clay Lacy Flight Center Boeing Field (BFI) Galvin Flying Services Sea-Tac International (SEA) Air Service International wisconsin Madison Dane County/Traux Field (MSN) Wisconsin Aviation Services Milwaukee Mitchell International (MKE) Signature wyoming Jackson Hole Jackson Hole Airport (JAC) Jackson Hole Aviation canada Calgary, Alberta Calgary International (CYYC) Avitat Calgary Calgary International (CYYC) Piedmont Hawthorne Edmonton, Alberta City Center (CYYD) Aerocentre FBO/Shell Gander, NF Newfoundland/Gander International (CYQX) Avitat Gander Edward Burry Newfoundland/Gander International (CYQX) Irving Aviation Services Montreal, Quebec Dorval-Montreal International (CYUL) Aerocentre FBO/Shell Dorval-Montreal International (CYUL) Avitat Skyservice Ottawa, Ontario Ottawa International (CYOW) Avitat Ottawa Toronto, Ontario Pearson International (CYYZ) Avitat Skyservice Pearson International (CYYZ) Piedmont Hawthorne Pearson International (CYYZ) Skycharter Vancouver, B.C. Vancouver International (CYVR) Avitat Vancouver Vancouver International (CYVR) Piedmont Hawthorne Winnipeg, Manitoba Man/Winnipeg International (CYWG) Avitat Winnipeg mexico Cancun Cancun International (MMUN) Asur Toluca (Mexico City) Lic. Adolfo Lopez Mateos International (MMTO) Avemex Lic. Adolfo Lopez Mateos International (MMTO) SAE (Servicios Aéreos Estrella) south america, central america and the caribbean Caracas, Venezuela Maiquetia (SVMI) TT Services Grand Cayman Owen Roberts International (MWCR) Island Air Nassau, Bahamas Nassau International (MYNN) Executive Flight Support Nassau International (MYNN) Million Air Nassau St. Maarten-Antilles Princess Juliana (TNCM) Arrindell St. Thomas, VI Cyril King (TIST) Bohlke

DEPARTMENT OF HOMELAND SECURITY U.S. CUSTOMS AND BORDER PROTECTION. CBP Dec. No EXPANSION OF GLOBAL ENTRY TO NINE ADDITIONAL AIRPORTS

This document is scheduled to be published in the Federal Register on 10/04/2016 and available online at https://federalregister.gov/d/2016-23966, and on FDsys.gov 9111-14 DEPARTMENT OF HOMELAND SECURITY