Ensuring Success with Your Trip Support Company January 25th, 2013 8:45 10:15 a.m. PRESENTED BY: Lori Mincek Ryan Frankhouser Schedulers & Dispatchers Conference San Antonio, TX January 22 25, 2013
Speakers Lori Mincek Aviation Dispatcher/Operations Coordinator The Sherwin-Williams Company FAA Licensed Dispatcher w/ 18 Years Experience FAA Licensed Pilot with G-100 Type Part 91 Operations Previous Instructor at FlightSafety International 2
Speakers Ryan Frankhouser Sr. Manager, International Trip Support ARINC Direct Manages ARINC Direct s International Trip Support Division FAA Licensed Commercial Pilot (Citation) FAA Certified Flight Instructor Part 91, 91K, 135 Operations International Operators Committee (IOC) Board Member 3
Session Overview Plan Ahead Organize Communicate Stay Engaged Flight Following Debrief How do you put together a seamless international trip for your passengers and crew? 4
Why use a trip support provider? Trip support providers are subject matter experts who spend 24 hours a day, 7 days a week planning trips A good trip support provider becomes an integral part of your dispatch team; a reliable partner to ensure your mission s success 5
Why use a trip support provider? Subject Matter Experts Service providers have regional experts who are fluent in day-to-day operations within particular regions These companies plans hundreds of trips monthly are normally very cognizant of an ever-changing geo-political climate Resources Dedicated 24/7 support staff with local representation in country Time and manpower to focus solely on international trip planning Understanding of complex international rule sets and regulatory matters (dedicated Regulatory Services teams) Most companies can provide foreign language and translation assistance 6
Why use a trip support provider? Economies of Scale Trip support providers have hundreds/thousands of clients and are able to leverage those fleet sizes into: Quality of Service standards/mandates Reduced cost (pricing) for operations/services Trusted networks of handlers/agents, transportation companies, hotels, etc. Aggregated and consolidated billing Better problem/dispute resolution Service providers have relationships with many different ground entities, including handlers, hotels, car companies, catering companies, and state governments which ultimately offer customers greater protection and more seamless operations. 7
Why use a trip support provider? Flight Planning and Permit Experts Best practices dictate that your flight planning company should also arrange your overflight/landing permits Flight plans are validated against permit requirements and customer preferences and filed with all the appropriate ATC centers Providers typically have direct access to the various countries Civil Aviation Authorities (CAAs) and ATC facilities; access which is not granted to the general public Trip support companies can typically obtain short notice permits because of their relationships, good financial standing, and economies of scale 8
Why use a trip support provider? Quality Assurance and Legal Issues Due to the unique relationships between service providers and local entities and agencies, quality is generally kept high and disputes are handled quickly and fairly Trip support providers can aid in legal matters, in the form of advice before the trip or real-time legal help during a crisis in country Trip support providers can keep you compliant with various legalities: Cabotage Compliance Special Use and Charter/Tax Permits Import and Export of Goods Regulatory Reporting Requirements Trade Sanction/OFAC and Prohibited Party Compliance 9
Why use a trip support provider? Credit Facility & Aggregated Invoicing Trip support providers should have access to provide credit for services while in the air and on the ground, even places where traditional currency (cash, cards) are not accepted or recommended Service providers have easier access to international bank accounts and payment facilitators allowing exchanges to occur in local currencies Protection against scams and better dispute resolution Compliance with the FCPA and Anti-Bribery laws Customers can get an accurate trip quote, detailing all known expenses to aid in financial planning and post-trip reconciliation Aggregation of bills and invoices, including service, governmental, and airspace use invoices, converted into a single currency and normalized credit terms 10
Why use a trip support provider? Contingency Planning Trip support providers generally have more bandwidth to handle lastminute changes, diversions, or in-flight emergencies, as well as the network in place to arrange these last minute deviations Service providers may have access to options or alternative ideas to facilitate mission planning when the traditional options aren t available 11
Plan Ahead Before involving your International Trip Support provider: Begin planning as soon as you receive tentative trip details Gather as much solid information as you can Collect passenger data as this information can be tough to get Research you destinations Use a checklist or SOP to define your needs 12
Organize Before involving your International Trip Support provider: Research locations and determine any potential show-stoppers Major Events Visa/Passport & Entry Requirements Aircraft Requirements Select your preferred Trip Support provider Build a trip itinerary and forward it to your provider Clearly state all of your expectations in writing Create a folder/storage area for all trip documents Be ready to answer questions from your provider 13
Communication Contacting your international trip support provider: After you determine your requirements, complete a pre-flight checklist or use your provider s template/trip request form, which should include: Crewmember information and trip contact details Ground handling and landside and catering requirements Security, fuel, and service requirements Flight planning and permit requirements and expectations Hotel and transportation requirements for crew and pax Customs and reporting requirements (eapis, CANPASS, etc.) All aircraft and passenger documents, including BOEs, passports, letters of invitation, visas, etc. 14
Communication Contacting your international trip support provider: Combine all the necessary documents with your trip itinerary and preferences; forward it all to your trip support provider Take note of the time and date of your initial trip request Know the expected time frame and source of reply; your provider should acknowledge your trip request in a timely and accurate manner Make sure to know all of your provider s key information, including their contact information and names of key individuals, including the name and direct contact numbers for their incountry agents (for emergencies) 15
Stay Engaged Through all stages of the trip: Review all correspondences from your trip support provider; if you have any questions, ask! Ensure that you effectively communicated your requests and that they understood your expectations; do so in writing Access their data (trip report, website, mobile apps, etc.) to review the trip as it is in progress Advise of all changes as soon as possible and make sure all notifications are acknowledged by your provider Even though most providers record all their conversations, require everything to be confirmed in writing 16
Stay Engaged Always remember: This is still your trip; service providers will do their best, but they are indemnified of most of their actions the safety and planning of your trip will always be in your hands Maintain your records and keep your itineraries/checklists up-to-date; always be cognizant of outstanding issues Research weather, volcanic activity, civil unrest; challenge any service provider who does not notify you of these events Work out contingency plans with your trip support provider Check, recheck, and check again! Mistakes happen to all of us. Limit people involved and advise your provider of your office coverage hours and access to data 17
Flight Following Through all stages of the trip: Have your trip support provider report ON/OFF times to you and all applicable ground entities Remember that your provider has direct access to the handlers on the ground with your aircraft Ensure that you and your trip support provider are both being notified of changes as they take place (both of you must be informed) Ensure that all outstanding items are getting completed before that leg of the trip 18
Debrief The most commonly omitted step. Debrief your crew and take note of what worked and what didn t Call your trip support provider and offer a full debrief, including compliments, suggestions, concerns, and problems encountered (do not wait until you get the invoice to complain about service!) Inform your provider on the quality of on-ground facilities, lounges, agents, hotels, transportation, and catering. They won t know if we don t tell them! 19
Conclusion Don t forget the keys to a seamless, successful international trip: Plan Ahead Organize Communicate Stay Engaged Flight Following Debrief 20
Questions and Answers! 21
Speaker Information Lori Mincek Aviation Dispatcher/Operations Coordinator The Sherwin-Williams Company Tel: +1 (216) 566-3545 Email: lori.j.mincek@sherwin.com Website: www.sherwin-williams.com Ryan Frankhouser Sr. Manager, International Trip Planning ARINC Direct Tel: +1 (410) 573-3191 Email: rfrankho@arinc.com Website: www.arincdirect.com 22