INSIDE. Survey results Survey methodology What makes a good FBO? What makes a bad FBO? Up-and-coming FBOs (U.S.) Up-and-coming FBOs (non-u.s.

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This is a listing of results of AIN 2010 FBO Survey, covering FBOs in Americas (North, Central and South America and Caribbean). The U.S. FBOs included in this printable document qualified for listing by receiving at least 40 evaluations by AIN readers; non-u.

1 This is a listing of results of AIN 2010 FBO Survey, covering FBOs in Americas (North, Central and South America and Caribbean). The U.S. FBOs included in this printable document qualified for listing by receiving at least 40 evaluations by AIN readers; non-u.s. FBOs listed must have received at least 25 evaluations. A total of 142 FBOs are included in this list, and FBOs that received overall ratings of 8.0 or higher are identified with a yellow highlight. The AIN FBO Survey was devised by AIN s editors and designed and administered by Forecast International of Newtown, Conn. INSIDE Survey results Survey methodology What makes a good FBO? What makes a bad FBO? Up-and-coming FBOs (U.S.) Up-and-coming FBOs (non-u.s.)

2 Covering U.S., Canada & Americas Shaded area indicates FBOs with overall average ratings of 8.0 or higher. City Airport FBO Line Service Pax Pilot Facilities Overall Average Alabama Birmingham Birmingham International (BHM) Atlantic Arizona Phoenix Sky Harbor International (PHX) Cutter Aviation Swift Aviation Services Scottsdale Scottsdale Municipal (SDL) Landmark Aviation Scottsdale Air Center Arkansas Little Rock Adams Field (LIT) Central Flying Service California Burbank Bob Hope (BUR) Atlantic Million Air Carlsbad McClellan-Palomar (CRQ) Jet Source Long Beach Long Beach Airport Daugherty Field (LGB) AirFlite Los Angeles Los Angeles International (LAX) Atlantic Landmark Aviation Monterey Monterey Peninsula (MRY) Del Monte Aviation Monterey Jet Center Napa Napa County (APC) Bridgeford Flying Service Oakland Metropolitan Oakland International (OAK) Business Jet Center KaiserAir Jet Center Palm Springs Palm Springs International (PSP) Atlantic San Diego Lindbergh Field (SAN) Landmark Aviation San Francisco San Francisco International (SFO) Signature Flight Support San Jose Norman Mineta San Jose International (SJC) Atlantic Santa Ana John Wayne/Orange County (SNA) Atlantic Signature Flight Support Santa Monica Santa Monica Municipal (SMO) Atlantic Van Nuys Van Nuys (VNY) Maguire Aviation Signature Flight Support Colorado Aspen Pitkin County/Sardy Field (ASE) Atlantic Colorado Springs Colorado Springs Municipal (COS) Colorado jetcenter Denver Centennial (APA) Denver jetcenter Signature Flight Support Tac Air Denver International (DEN) Signature Flight Support Eagle Eagle County Regional (EGE) Vail Valley Jet Center Grand Junction Walker Field (GJT) West Star Aviation Rifle Garfield County Regional (RIL) Atlantic Aviation Florida Boca Raton Boca Raton (BCT) Avitat Boca Raton Boca Aviation Fort Lauderdale Fort Lauderdale Executive (FXE) Banyan Air Services Executive Jet Center/Aero Toy Store Fort Lauderdale/Hollywood International (FLL) National Jets SheltAir Aviation Services Signature Flight Support Fort Myers Southwest Florida International (RSW) PrivateSky Aviation Miami Miami International (MIA) Signature Flight Support Naples Naples Municipal (APF) Naples Airport Authority continues on next page

3 FBO Survey - Covering U.S., Canada & Americas Shaded area indicates FBOs with overall average ratings of 8.0 or higher. City Airport FBO Line Service Pax Pilot Facilities Overall Average Florida continued from preceding page Opa Locka Opa Locka Executive (OPF) Miami Executive Aviation Orlando Orlando Executive (ORL) Showalter Flying Service Orlando International (MCO) Galaxy Aviation Signature Flight Support Stuart Witham Field (SUA) Galaxy Aviation Tampa Tampa International (TPA) Signature Flight Support Tampa International Jet Center West Palm Beach Palm Beach International (PBI) Galaxy Aviation Jet Aviation Palm Beach Signature Flight Support Georgia Atlanta DeKalb-Peachtree (PDK) Atlantic Epps Aviation Signature Flight Support Fulton County-Brown Field (FTY) Hill Aircraft Hartsfield-Jackson Atlanta International (ATL) Atlantic Savannah Savannah/Hilton Head International (SAV) Signature Flight Support Illinois Chicago Chicago Executive (PWK) Atlantic Signature Flight Support Chicago Midway International (MDW) Atlantic Signature Flight Support DuPage (DPA) DuPage Flight Center O Hare International (ORD) Signature Flight Support Waukegan Waukegan Regional (UGN) DB Flight Center (formerly DB Aviation) Kentucky Lexington Blue Grass (LEX) Tac Air Louisville Louisville International-Standiford Field (SDF) Atlantic Maine Bangor Bangor International (BGR) Avitat Bangor Maryland Baltimore Baltimore/Wash. Int'l/Thurgood Marshall (BWI) Signature Flight Support Massachusetts Bedford Hanscom Field (BED) Jet Aviation Signature Flight Support Boston Logan International (BOS) Signature Flight Support Michigan Pontiac Oakland County International (PTK) Pentastar Aviation Minnesota Minneapolis Minn./St. Paul International (MSP) Signature Flight Support St. Paul Downtown-Holman Field (STP) Signature Flight Support Missouri Kansas City Charles B. Wheeler Downtown (MKC) Executive Beechcraft Kansas City International (MCI) Executive Beechcraft Montana Bozeman Gallatin Field (BZN) Yellowstone Jet Center Nevada Las Vegas McCarran International (LAS) Atlantic Signature Flight Support continues on next page

4 Covering U.S., Canada & Americas City Airport FBO Line Service Shaded area indicates FBOs with overall average ratings of 8.0 or higher. Pax Pilot Facilities Overall Average New Jersey Morristown Morristown Municipal (MMU) Signature Flight Support Newark Newark Liberty International (EWR) Signature Flight Support Teterboro Teterboro (TEB) Atlantic First Aviation Services Jet Aviation Meridian Teterboro Signature Flight Support New York Farmingdale Republic (FRG) Atlantic New York La Guardia (LGA) SheltAir Aviation Services White Plains Westchester County (HPN) Avitat Westchester Panorama Flight Service Signature Flight Support North Carolina Charlotte Douglas International (CLT) Wilson Air Center Raleigh-Durham Raleigh-Durham International (RDU) Landmark Aviation Ohio Columbus Port Columbus International (CMH) Lane Aviation Oregon Portland Portland International (PDX) Flightcraft Pennsylvania Philadelphia Philadelphia International (PHL) Atlantic Pittsburgh Pittsburgh International (PIT) Atlantic Tennessee Knoxville McGhee Tyson (TYS) Tac Air Memphis Memphis International (MEM) Wilson Air Center Nashville Nashville International (BNA) Atlantic Signature Flight Support Texas Addison Addison (ADS) Million Air Austin Austin Bergstrom International (AUS) Atlantic Dallas Dallas Love Field (DAL) Business Jet Center Signature Flight Support Fort Worth Meacham International (FTW) Texas Jet Houston Bush Intercontinental (IAH) Atlantic Hobby (HOU) Atlantic Enterprise Jet Center Million Air Signature Flight Support Sugar Land Sugar Land Regional (SGR) City of Sugar Land Utah Salt Lake City Salt Lake City International (SLC) Million Air Virginia Sterling (Dulles) Washington Dulles International (IAD) Dulles Jet Center Landmark Aviation Signature Flight Support Washington Seattle Boeing Field/King County Int l (BFI) Galvin Flying Wyoming Jackson Hole Jackson Hole Airport (JAC) Jackson Hole Aviation continues on next page

5 Covering U.S., Canada & Americas City Airport FBO Line Service Shaded area indicates FBOs with overall average ratings of 8.0 or higher. Pax Pilot Facilities Canada Calgary, Alberta Calgary International (CYYC) Landmark Aviation Overall Average Skyservice Avitat Gander, Newfoundland Gander International (CYQX) Irving Aviation Services Montreal, Quebec Pierre Trudeau International (CYUL) Skyservice Avitat Toronto, Ontario Lester B. Pearson International (CYYZ) Landmark Aviation Skyservice Avitat Vancouver, B.C. Vancouver International (CYVR) Avitat Vancouver Mexico Cabo San Lucas Cabo San Lucas Airport (MMSL) Cabo San Lucas Cancun Cancun International (MMUN) Asur Cancun FBO San Jose del Cabo Los Cabos International (MMSD) Aero Center Toluca Adolfo Lopez Mateos Int l (MMTO) UVavemex South America, Central America & Caribbean Nassau, Bahamas Nassau International (MYNN) Executive Flight Support Odyssey Aviation Hamilton Bermuda International (TXKF) Bermuda Aviation Services Grand Cayman Owen Roberts International (MWCR) Island Air St. Maarten Princess Juliana International (TNCM) TLC Aviation Providenciales Providenciales (MBPV) Provo Air Center FBO survey rules and methodology This year s Survey of American FBOs marks 23rd time that AIN This year s Survey of American FBOs marks 23rd time that has asked readers to express ir opinion about FBOs AIN has asked readers to express ir opinion about FBOs that that y y frequented frequented during during previous previous year. year. FBOs FBOs covered covered in in results results of of AIN s AIN s survey survey in this in this issue issue are located are located in in U.S., Canada, U.S., Mexico, Canada, South Mexico, and South Central and America, Central and America, Caribbean. and The Caribbean. survey is conducted The survey entirely is conducted online and entirely was online designed and and was administered designed and by Forecast administered International by Forecast of Newtown, International Conn. of Newtown, Conn. For this year s survey, AIN and and Forecast International opened opened online online rating rating form on form December on December 21 and 21 closed and closed survey on survey February on 2, February to make 2, sure to that make those sure invited that those to participate invited had to participate plenty of time had to render plenty ir of time ratings. to render Only those ir ratings. invited can Only fill those in invited online can form, fill and in y online include form, AIN readers and y who include are aviation AIN readers department who are managers, aviation chief department pilots, pilots, managers, schedulers/dispatchers chief pilots, pilots, and schedulers/dispatchers corporate flight attendants and corporate who work flight for corporate attendants flight who departments work for and corporate charter/air-taxi flight and departments fractional-share and charter/air-taxi companies. and fractional-share companies. Each invitee receives a code that must be used when filling out Each invitee receives a code that must be used when filling out ballot, and that code can t be used by anyone else, thus ballot, and that code can t be used by anyone else, thus preventing preventing ballot-box stuffing and ensuring that only those invited ballot-box to participate stuffing can post and ensuring ir opinions. that only those invited to participate can The post AIN ir opinions. FBO Survey asks readers to rate FBOs that y frequent The AINin FBO four Survey key categories: asks readers line to service; rate FBOs passenger that y amenities; frequent in four pilot key amenities categories: and line services; service; and passenger facilities. amenities; For each pilot of amenities four and categories, services; and survey facilities. participant For eachcan of assign four a categories, number from one survey to participant 10, one being can assign lowest a number and 10 from highest one to 10, rating. one being To arrive lowest at and averages 10 for highest categories, rating. To arrive each FBO s at ratings averages for for each of categories, four each categories FBO s ratings are added, for each and of resulting four categories sum is are divided added, and by resulting sum is divided by number of responses received for that number of responses received for that FBO. The overall average FBO. The overall average for that FBO is computed by adding for that FBO is computed by adding FBO s four category FBO s four category scores and dividing that sum by total scores and dividing that sum by total number of responses number received of in responses all four categories. received in all four categories. Forecast International received 1,679 completed survey returns, down from last year s 2,661. The completed return rate was 11.7 percent compared with 18.1 percent last year and 13.3 percent year before, possibly a a reflection of of large number of of jobs jobs lost lost in in business aviation aviation industry industry last last year. year. Readers provided a total a total of 23,007 of 23,007 FBO ratings, FBO which ratings, averages which to 14.5 averages FBOs per to survey 14.5 FBOs respondent. per Last survey year respondent. respondents averaged Last year 15 FBOs respondents each, and averaged number FBOs was each, slightly and higher 2008 at 16. number was slightly While higher survey at 16. asks AIN readers to rate FBOs and handlers worldwide, While in this survey issue asks only AIN readers results to for rate FBOs Americas and handlers facilities are worldwide, listed. This in this issue issue includes only results results for for North, Americas Central facilities and are listed. This issue includes results for North, Central and South South America and Caribbean; rest-of-world results will America and Caribbean; rest-of-world results will be be online around May 1 and be published in AIN s May issue. online around May 1 and be published in AIN s May issue. The The results covering Americas FBOs can be found in full at results covering Americas FBOs can be found in full at www. ainonline.com/resource-center/. Survey Survey participants participants added added FBOs FBOs to to this this year s year s list list by by writing writing in ir in ir ratings. ratings. Write-in Write-in FBOs FBOs are are added added to to final results if y receive enough ratings, and y are also added to list for next year s FBO survey. To To be be included in in survey survey results, results, U.S. U.S. FBOs FBOs must receive must receive at least at 40 least responses; 40 responses; those in those remainder remainder of Americas of must Americas receive must at least receive 25. at least 25.

6 The Best & Worst of FBOs To find out what people in industry say is ir first consideration when choosing an FBO, go to for results from AINonline poll question. What services and amenities do you expect from an excellent FBO? The reason of existence of an FBO is to give highest support to passengers, keeping m comfortable and happy, offering m latest in IT and not forgetting that attending to aircraft and its pilots is a real concern in terms of safety. Aluizio Dafonseca, captain Value for price paid. All marble and chrome in world is meaningless if FBO isn t providing service. Andrew Klarmann, captain The primary service is attitude, followed by safety on ramp and n passenger care and amenities. Frank Shonka, CEO, chief pilot Line service reps who meet aircraft professionally every time and who see to passenger and crew needs immediately. Customer service reps who are anxious to determine needs of passengers and crews and to help meet those needs. A quiet place for crew to rest while waiting for passengers. Michael Wood, captain Follow through with prior arrangements. Fred Barrie, chief pilot Timely and professional line services, good quick-turns, intelligent response to passenger requests and a can-do attitude. Zandy Depriest, captain In addition to nice, clean facilities and promptly answering phone, we like competitive fuel prices. Edward Gregory, aviation manager, pilot Knowledgeable line and customer service staff. FBOs that go extra mile to make my passengers feel welcome and display a genuine interest in satisfying passenger always get my business. Brinkley Church, captain Clean facility with fair price. No price gouging for services we don t need. Fair pricing for everyone, not free for big timeshare companies and full price for traditional corporate jet flight departments. Brent Westfall, manager of flight operations In new world of recession, I would like to see more attention to customer service. An FBO that shows that it wants your business means everything. Safe, fast and courteous service is a good start. I know because I used to be a lineman. William Cowell, captain What do some FBOs do that make you avoid m? Lazy line service, poor front-counter attention to details. Scott Sonnkalb, manager of flight operations Line service is absent or unavailable at times. Facilities are not kept clean. Fuel is overpriced. Outlandish facility fees. Richard Goodhart, captain Nothing gets better after several visits. Everyone can have a bad day where nothing seems to go right, but after several visits and service is still bad, we don t go back. Carl Boylan, chief pilot I avoid those that have a bad attitude combined with high-priced fuel, regardless of how nice and comfortable facility is. Dan Valentim, chief pilot One thing is when you request a time to be put on line for next day and you show up to find that you are still in hangar or parked far away and y have to still tow you up to line. William Conforte, pilot Out-of-line fees, stupid over--top security procedures and dirty facilities. Ronald Moore, aircraft captain Ramp fees simply for sake of having m. They are here to stay, and it is part of price of doing business. But if all I am doing is opening door to let a passenger out to get into a waiting car I should not have to pay same fee as someone who is parked all day using a crew car without buying anything. Andrew Klarmann, captain Ambivalence toward my aircraft, passengers and crewmembers. We make it a point to give all information ahead of time, so when we call in and no one is expecting us or ready for us, it is a real turn-off. Jane Horst, aircraft manager Overcharging on non-essential fees and gouging on ground-handling fees, high fuel costs, high de-ice fees, poor line service, ops managers who are not willing to work down costs after consistent business and FBOs that charge our credit card for quoted amount and n charge additional fees and amounts after we have departed and do not consult owner before charge. Extremely rude. Robert Smiley, assistant manager of charter operations High fuel prices, dirty facilities. I appreciate a smart customer service rep who knows airport and city. He should know drive time and distance to important visitor locations as well as airport curfew hours, customs telephone numbers and so on. Linda Valenzuela, dispatch manager

7 Up & Coming FBOs: U.S. FBO Airport City Total Responses Denver AirCenter Rocky Mountain Metropolitan (BJC) Denver 39 General Aviation Facility Dallas/Fort Worth International (DFW) Dallas 39 Signature Flight Support General Mitchell International (MKE) Milwaukee 39 Signature Flight Support Jacksonville International (JAX) Jacksonville 39 Signature Flight Support Santa Barbara Municipal (SBA) Santa Barbara 39 Atlantic Friedman Memorial (SUN) Hailey 38 Dolphin Aviation Sarasota/Bradenton International (SRQ) Sarasota 38 SheltAir Aviation Services Jacksonville International (JAX) Jacksonville 38 Tradition Aviation Jacqueline Cochran Regional (TRM) Palm Springs 38 Wilson Air Center Hobby (HOU) Houston 38 Atlantic Norast Philadelphia (PNE) Philadelphia 37 Clay Lacy Aviation Van Nuys (VNY) Van Nuys 37 Million Air Albany International (ALB) Albany 37 Nantucket Airport Nantucket Memorial (ACK) Nantucket 37 Signature Flight Support Austin Bergstrom International (AUS) Austin 37 Henderson Executive Airport Henderson Executive Airport (HND) Las Vegas 36 Island City Flying Service Key West International (EYW) Key West 36 Midlantic Jet Aviation Atlantic City International (ACY) Atlantic City 36 Premier Jet McClellan-Palomar (CRQ) Carlsbad 36 Augusta Airport Aviation Services Augusta Regional at Bush Field (AGS) Augusta 35 Million Air San Antonio International (SAT) San Antonio 35 Sacramento Executive Jet Center Sacramento Executive (SAC) Sacramento 35 Atlantic Louis Armstrong New Orleans International (MSY) New Orleans 34 Landmark Aviation San Antonio International (SAT) San Antonio 34 Ronson Aviation Trenton Mercer County (TTN) Trenton 34 Salt Lake Jet Center Salt Lake City International (SLC) Salt Lake City 34 Stuart Jet Center Witham Field (SUA) Stuart 34 Cutter Aviation Albuquerque International (ABQ) Albuquerque 33 Galaxy Aviation St. Augustine (SGJ) St. Augustine 33 Jet West Reno/Tahoe International (RNO) Reno 33 Norast Airmotive Portland International Jetport (PWM) Portland 33 Signature Flight Support Fulton County-Brown Field (FTY) Atlanta 33 AAR Aircraft Services Will Rogers World (OKC) Oklahoma City 32 Duncan Aviation Lincoln Municipal (LNK) Lincoln 32 Landmark Aviation Burke Lakefront (BKL) Cleveland 32 Odyssey Aviation Charleston International (CHS) Charleston 32 Signature Flight Support Ted Stevens Anchorage International (ANC) Anchorage 32 SheltAir Aviation Services Orlando Executive (ORL) Orlando 32 Tac Air Lovell Field (CHA) Chattanooga 32 Tac Air Raleigh-Durham International (RDU) Raleigh-Durham 32 Tac Air Rick Husband Amarillo International (AMA) Amarillo 32 ASIG Detroit Metropolitan Wayne County (DTW) Detroit 31 Atlantic Charleston International (CHS) Charleston 31 The Aviation Center Page Field (FMY) Fort Myers 31 Elliott Aviation Eppley Airfield (OMA) Omaha 31 Vitesse Aviation Services Dallas Love Field (DAL) Dallas 31 Atlantic Aero Piedmont Triad International (GSO) Greensboro 30 Cutter Aviation El Paso International (ELP) El Paso 30 Destin Jet Destin-Fort Walton Beach (DTS) Destin 30 Elliott Aviation Des Moines International (DSM) Des Moines 30 Golden Isles Aviation McKinnon/St. Simons (SSI) St. Simons Island 30 Landmark Aviation Westchester County (HPN) White Plains 30 Miracle Strip Aviation Destin-Fort Walton Beach (DTS) Destin 30 Odyssey Aviation Asheville Regional (AVL) Asheville 30 SheltAir Aviation Services Savannah/Hilton Head International (SAV) Savannah 30 Source: AIN 2010 Americas FBO Survey The following U.S. FBOs received between 30 and 39 responses in survey and were not included in overall survey rankings, which required 40 responses. Compiled by Jane Campbell with data provided by Forecast International of Newtown, Conn.

8 Up & Coming FBOs: Non-U.S. Americas The following FBOs in North America, South America and Caribbean received 15 to 24 responses in survey and refore were not included in overall survey rankings or FBO insert, both of which required 25 responses. FBO Airport City Total Responses Aerocentre Pierre Trudeau International (CYUL) Montreal, Quebec 24 Líder Signature Santos Dumont (SBRJ) Rio de Janeiro 24 Arrindell Aviation Services Princess Juliana International (TNCM) St. Maarten 22 FBO 2000 Antigua V.C. Bird International (TAPA) Antigua 22 Líder Signature Congonhas International (SBSP) São Paulo 22 Líder Signature Rio de Janeiro Int'l Maestro Tom Jobim (SBGL) Rio de Janeiro 22 Irving Aviation Services Goose Bay (CYYR) Goose Bay, Newfoundland 21 Aerocardal Com. Arturo Merino Benitez International (SCEL) Santiago 20 Landmark Aviation Vancouver International (CYVR) Vancouver, B.C. 19 Lloyds Aviation Wallblake (TQPF) Wallblake, Anguilla 19 Manny Aviation Services Adolfo Lopez Mateos International (MMTO) Toluca 19 Aerotron Miguel Hidalgo International (MMGL) Guadalajara 17 Starlink Aviation Pierre Trudeau International (CYUL) Montreal, Quebec 17 Líder Signature Eduardo Gomes International (SBEG) Manuas 16 Líder Signature J. Kubitscheck International (SBBR) Brasília 16 Líder Signature Pampulha (SBBH) Belo Horizonte 16 Avitat Gander Gander International (CYQX) Gander, Newfoundland 15 Guardian Jet Center Ontario International (ONT) Ontario 15 Jetport Hamilton (CYHM) Hamilton, Ontario 15 Líder Signature Guarulhos International (SBGR) São Paulo 15 Pétro-Air Services Jean-Lesage International (CYQB) Québec 15 Universal Aviation Guarulhos International (SBGR) São Paulo 15 Universal Aviation Reina Beatrix International (TNCA) Oranjestad 15 Source: AIN 2010 Americas FBO Survey Compiled by Jane Campbell with data provided by Forecast International of Newtown, Conn.

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