Story ID: 025
AIN FBO Survey 2024 Americas and EMEAA
By: Curt Epstein
Caption: Pentastar and Farnborough take the top spots in AIN's FBO Survey.
Word Count: 5847
For the major business aviation market of North America, 2023 experienced a decline in flight activity compared with the previous year as the industry continues to stabilize from the Covid-era boom. According to Aviation Business Strategies Group’s (ABSG) annual fuel sale survey, 41 percent of the FBO respondents noted they experienced lower fuel sales last year compared with 2022. 
“After FBO fuel sales recovered in 2021 to pre-pandemic levels, we have seen a gradual softening across the market spectrum over the past two years,” said ABSG co-principal and FBO industry veteran John Enticknap. “This downward trend seems to indicate that the general aviation market is testing a lower annual fuel volume as jet-A prices remain mostly elevated.” 
According to Argus International’s TraqPak data, 2023 business aviation flight activity declined 3.3 percent in North America when compared with 2022. Despite this, some U.S. FBOs AIN spoke with in its annual FBO survey indicated that 2023 was a record year for them. Argus points out that comparing last year with 2019 shows an 11.8 percent increase in 2023 and argues that without the Covid aberration, it would equate to a rather normal 2 to 3 percent annual increase.
European activity declined 10.2 percent. December 2023 showed the lowest monthly activity, signaling a return to pre-Covid activity patterns.
The FBO operators in ABSG’s survey support this view: 41 percent indicated they believe their fuel sales will be flat this year and 30 percent anticipated a modest increase in fuel sales from 2023.
While record-breaking consolidation activity has taken place in the FBO market, that pace should cool as larger chains pause to digest recent additions. “This is not to suggest there is a buyer’s fatigue, rather, with every acquisition comes the need for integration, optimization, and stabilization,” said Douglas Wilson, president and senior partner of consultancy FBO Partners. “To a certain extent this creates a human resourcing tax in further acquisitions, as many of the same [M&A teams] that conduct the acquisition then pivot to integration mode.”
Wilson noted an evolution in how airports choose to award FBO leases, centering on sustainability. “[Request for proposals] scoring criteria has changed and changed significantly,” he told AIN, adding the subject is now receiving increased consideration. “Sustainability scores can be as much as 20 percent or more of an overall score, which can make or break a respondent. 
“The cost of achieving sustainability must be passed along to an end-user customer,” Wilson said. “While a tenant may not care if the hangar they base in has LED lighting, solar panels, geothermal heat, or a roofline designed to capture rainwater runoff, those requirements of an airport make them more expensive to build.”
In the AIN survey this year, Texas and Florida dominated the top 5 percent of the FBOs, with those states each fielding five locations or one third of the top tier each. No other state had as many as two, with the remaining five slots filled by facilities in Michigan, Tennessee, Colorado, Alabama, and Idaho.
To reach those highest rungs, an FBO must excel in more than one or two areas. This year, while two locations each earned the highest scores in two of the five categories, one ranked among the top 20 percent of FBOs in the Americas, while the other placed below that threshold. To attain the highest overall rankings, an FBO must exhibit excellence across all five categories in the eyes of its AIN reader customers. 
For the fourth consecutive year, Pentastar Aviation, a full service-­provider at Detroit-area Oakland County International Airport (KPTK) has received the highest score in AIN’s annual FBO survey. AIN readers who evaluated hundreds of aircraft handling facilities on a 1 to 5 scale in five categories—line service, passenger amenities, pilot amenities, facilities, and CSRs—awarded the location an overall score of 4.81, an improvement of 0.03 points from last year.
Second place, with a 4.79 overall score, went to American Aero FTW at Fort Worth Meacham International Airport (KFTW) in Texas, followed by Sheltair Tampa (KTPA) in Florida with a score of 4.76. Tied for fourth was newcomer to the AIN survey Galaxy FBO with its facility at Dallas-area Addison Airport (KADS) and Henriksen Jet Center, the lone FBO at privately-owned Houston Executive Airport (KTME)—both of which earned a 4.74 overall score.
In fifth place this year with a score of 4.73 was Banyan Air Service with its sprawling campus at Fort Lauderdale Executive Airport (KFXE), which tied with fellow Florida FBO Jet Aviation at Palm Beach International Airport (KPBI).
Rounding out the top 5 percent this year were: Henriksen Jet Center (KEDC), Wilson Air Center (KMEM), Business Jet Center (KDAL), Galaxy FBO (KCXO), Sheltair (KBJC), Sheltair (KFLL), Aero-One Aviation (KDHN), Base Operations at Page Field (KFMY), and Western Aircraft (KBOI).
4.81 Pentastar AviationOakland County International Airport (KPTK), Pontiac, Michigan 
Like fine wine, some things improve with age. That is certainly the case with Pentastar Aviation, which celebrates its 60th anniversary this year and shows no signs of slowing down, having been the top-rated FBO in AIN’s annual survey for the past four years. 
The company—born from the former Chrysler flight department—has evolved over the past six decades to become an independent, full-service FBO, offering a gamut of maintenance, completions, and refurbishment services. Pentastar also offers a robust aircraft charter and management division in addition to traditional aircraft handling, fueling, and sheltering. 
For the second straight year, it is the only facility to be ranked among the top 10 locations in all five categories: line service (4.83), passenger amenities (4.76), pilot amenities (4.77), facilities (4.79), and CSRs (4.89).
The Avfuel-branded complex is home to 30 turbine-powered aircraft ranging from a BBJ-8 to an Eclipse very light jet. It includes 155,000 sq ft of hangar space and 10 acres of reinforced ramp space. 
The main 5,000-sq-ft terminal offers passenger lounges, multimedia-equipped conference rooms (including the unique tower conference room that is accessed via elevator and provides a panoramic view of the airport), company offices, and the Fivestar Café. The latter houses the company’s in-house professional catering department, which has become so popular that in addition to serving customers at neighboring FBOs, it also services operators at other airports in the region.
The complex also includes the Stargate, a separate large aircraft charter terminal with its own baggage carousel and what is believed to be the only privately-operated jetway in the country. Having achieved International Business Aviation Council’s (IBAC) International Standard for Business Aircraft Operations (IS-BAO) Stage 3 registration two years ago, Pentastar this month will undergo the audit for the International Standard for Business Aircraft Handling (IS-BAH).
“I think it obviously starts with the full services we provide,” said Brad Bruce, the company veteran who was recently appointed president and CEO. “I think right behind that is the reputation that we enjoy for service, so people who really want a value are the clients we secure.”
4.79 American Aero FTWFort Worth Meacham International Airport (KFTW), Fort Worth, Texas 
When American Aero FTW opened seven years ago, it was with the goal of incorporating virtually any innovation to improve the FBO experience for its clients, and it has certainly accomplished that goal, according to AIN’s readers who have placed it firmly in the top 5 percent of all FBOs since 2018. This year, the company ranked in the top 10 in four of the five survey categories: passenger amenities (4.76), pilot amenities (4.76), facilities (4.80,) and CSRs (4.86), and it is one of two facilities to earn scores of 4.76 or higher in each of the five categories.
Located in the Meacham International Airport terminal building, adjacent to the U.S. Customs and Border Protection and Immigration facility, American Aero’s 8,600-sq-ft area offers a variety of technological advances including sensor-driven, self-tinting windows in the lobby to dampen the harsh Texas sun; white noise speakers embedded in the walls to provide privacy; a noise-proof, one-ton door on the snooze room in the pilot lounge to ensure peace and quiet for resting crew; and a high-speed dishwasher for quick turns. Other amenities consist of three passenger lounges (including a separate TSA-secure private lounge with ensuite bathroom and direct ramp access), a private dining room equipped with china for crew meals, a private lounge with monitors so pilots can watch for arriving passengers, shower facilities, a well-stocked refreshment bar, a 20-seat conference room, complimentary overnight crew cars, and a galley for food preparation.
The Avfuel-branded FBO sits on a 34-acre leasehold with more than 250,000 sq ft of hangar space that can accommodate the latest flagship business jets. It is home to 55 jets and turboprops, and plans call for the construction of another 40,000-sq-ft hangar.
“The feature of our FBO that is most appreciated and remarked upon by pilots is our expansive, 11-acre rectangular ramp that makes aircraft movements effortless,” said general manager Angela Thurmond, adding another six acres are currently under development. “The ramp is also a significant safety feature, as it allows for multiple aircraft of various sizes and reduces the issue of jet blast on the ramp.” Safety has always been in the facility’s DNA. It was the world’s first to achieve IS-BAH Stage 1 and Stage 3 registration.
4.76 SheltairTampa International Airport (KTPA), Tampa, Florida
For its entire 17-year existence, Sheltair Tampa (and before that Tampa International Jet Center) has held a spot in the top rungs of the AIN FBO Survey. This year the facility was among the leaders in four of the five survey categories: line service (4.79), passenger amenities (4.76), pilot amenities (4.73), and facilities (4.79), and one of only three to score more than 4.70 in every category.
2023 was a busy year for the Avfuel-­branded location, which occupies 35 acres at KTPA and is open 24/7 with a staff of 45. It recently concluded a $1.4 million interior modernization on its 12,000-sq-ft terminal, including the relocation of the customer service desk, addition of another conference room, refurbishment of the spacious lobby and pilot lounge, renovated restrooms, and a new refreshment area. Among the terminal’s most popular features are a streetside porte d’cochere as well as its iconic ramp-side arrivals canopy to protect guests from Florida’s notoriously fickle weather.
Home to 47 turbine aircraft from a Gulfstream G550 on down, the IS-BAH Stage 2-­registered complex has 284,000 sq ft of hangar space, including a $26 million expansion project consisting of 77,000 sq ft of aircraft shelter along with 32,000 sq ft of office space that opened last year. By the middle of the year, Sheltair will have broken ground on a 50,000-sq-ft MRO facility, which will be operated by a third party when it becomes operational in the third quarter of 2025.
The FBO has many unique benefits due to its location. As a result of KTPA’s proximity to the city, an upscale shopping and dining district is just across the street from the FBO’s front door, while Raymond James Stadium (home to the NFL’s Tampa Bay Buccaneers) abuts the airport property. This allows the FBO to shuttle passengers heading there for football games—or as was the case last year, a trio of sold-out Taylor Swift concerts—to a side gate within walking distance of the stadium’s entrance. 
4.74 Galaxy FBOAddison Airport (KADS), Dallas, Texas 
A newcomer to AIN’s annual FBO survey is Galaxy FBO, which is also the newest of the three service providers at Dallas-area dedicated general aviation gateway Addison Airport. Galaxy also operates FBOs at two other Texas airports, Houston Hobby (KHOU) and Conroe/North Houston (KCXO). At KADS, its grand opening was in late 2022, delayed by post-pandemic labor and supply issues. In its first appearance in our FBO survey, the facility scored in the top 10 in three of the five categories, with the highest (4.80) for its facilities, followed by pilot amenities (4.76) and passenger amenities (4.72).
Open 24/7 with a staff of 22, the IS-BAH Stage 1 FBO’s 14,364-sq-ft, pet-friendly terminal offers conference rooms, concierge, pilot lounge with snooze room, shower facilities, turnkey tenant office space, on-site car rental, crew cars, and an expansive refreshment bar. Recently added was a special event/meeting room with runway views that can accommodate up to 100 people and has already been used to host several industry events. An enclosed parking garage for customer vehicles is also available.
Occupying 17 acres at the south end of KADS, with easy access to Runway 33, the complex has 110,000 sq ft of hangar space, which can handle the latest ultra-long-range business jets, and the largest contiguous ramp on the field. The Phillips 66-fueled facility is home to 33 jets and turboprops whose owners love to fly—according to general manager Jaime Muñoz—leaving room for short-term clients seeking transient hangar space. “2023 exceeded our expectations for both base tenant occupancy and transient aircraft traffic,” she told AIN. “We are noticing more of our customers investing in larger and newer aircraft, and we are seeing a decline in the number of older aircraft visiting Addison Airport.”
4.74 Henriksen Jet CenterHouston Executive Airport (KTME), Houston, Texas 
Sharing the fourth highest score in this year’s survey is Henriksen Jet Center, the lone service provider at privately-owned Houston Executive Airport. Just edging out its sibling and fellow Paragon FBO Network member Austin Executive Airport among the top five FBOs this year, it improved on its tally from last year and earned the highest score in the pilot amenities category (4.81) among all FBOs in the 2024 survey. Key to that is the facility’s massive arrivals canopy, which the company claims is the largest in the world. “In the Houston heat, it is a huge relief to be shaded not only on the arrival and departure, but when our pilots are in the aircraft pre-flighting,” said Andy Perry, executive director for both airports.
Other amenities in the 23,300-sq-ft terminal include a crew suite with theater room, shower facilities, a pair of snooze/quiet rooms, kitchenette and dining area, flight planning room, 10-seat A/V-equipped conference room, refreshment bar, and concierge service. A complimentary valet parking garage is available to customers along with onsite car rental and courtesy crew cars.
The building—which opened in 2013 and is staffed 24/7/365—features 8,000 sq ft of tenant office space as well as a two-story passenger lobby with an authentic Ferrari 333 SP race car on display and floor-to-ceiling windows overlooking the ramp.
Home to 28 jets and 24 turboprops, the Phillips 66-supplied facility—which had its busiest year in 2023—provides the booming Houston area with more than 10 acres of ramp and 179,000 sq ft of hangar space that can accommodate the latest big business jets.
“We believe that our personalized service is a major factor of why our clientele visit,” Perry told AIN. “This is why we emphasize our ramp CSRs program, who are dual trained to handle ramp duties while meeting the customers at the aircraft and are trained at the CSR desk.” That, he noted has forged the company’s line technicians and CSRs into a seamless cohesive unit.
Among the improvements this past year at KTME is a new control tower, which replaced a temporary facility to the delight of the air traffic controllers.
4.73 Banyan Air ServiceFort Lauderdale Executive Airport (KFXE), Fort Lauderdale, Florida 
Banyan Air Service is the largest FBO in the world, with its sprawling complex occupying 120 acres at Florida’s Fort Lauderdale Executive Airport. Its 360,000 sq ft of hangar space—spread between the north and south sides of the field—is home to nearly 200 turbine-powered aircraft. 
The 14,000-sq-ft main terminal features an airy two-story atrium decorated with a waterfall, large saltwater aquarium, palm trees and paddle fans, and includes a separate TV lounge; three pilot lounges; a trio of a/v-equipped conference rooms seating six, 10, and 30 respectively; two snooze rooms, business center; and duty-free shop. Ramp side vehicle access, crew cars, onsite car rental, 24-hour catering, and U.S. customs between 8 a.m. and midnight are also available.
Other popular features at the Avfuel-branded facility are the world’s largest pilot shop and the Jet Runway Café, a breakfast and lunch destination that is run by a local caterer. The main terminal caters primarily to transient traffic, while across the field on the north side, a 9,500-sq-ft satellite terminal serves base tenants in the 160,000-sq-ft hangar complex added in 2020.
Combined they all served to give the FBO its top-10 scores in the passenger amenities (4.72) and facilities (4.80) categories. Demonstrating its consistency, Banyan repeated its overall score from last year’s survey.
Open 24/7 with a staff of 190, the IS-BAH Stage 2 facility serves as a gateway to the Caribbean, offering travel assistance and documentation services for the Bahamas and other island destinations. 
Banyan also operates a Part 145 repair station at KFXE with an avionics shop, engine shop, paint shop, and parts department. For the first time, the company expanded, opening a satellite MRO at Northeast Florida Regional Airport (KSGJ) dedicated to HondaJet maintenance.
“Banyan is known to be a one-stop-shop for all aviation services when you visit South Florida,” said COO Jon Tonko. “Whether you fly a J-3 or a Global Express, customers can expect a warm welcome from our team of professionals who share a passion to serve you above and beyond your expectations.”
Jet AviationPalm Beach International Airport (KPBI), West Palm Beach, Florida 
Jet Aviation is a global service provider with more than 30 FBOs scattered around the globe, but it is its location at Palm Beach International Airport that perennially tops its facilities in the annual AIN FBO survey. A member of the Air Elite Network of upscale FBOs, the facility’s main 18,000-sq-ft, two-story terminal is open 24/7 and features passenger lounges, pilot lounge, snooze room, flight planning area, shower facilities, conference room, concierge and crew cars, courtesy shuttles, and onsite car rental. Its refreshment bar offers favored treats to beat the Florida heat, including freshly-squeezed lemonade, ice cream, and tropical-flavored slushees along with local healthy snacks. It is an approved gateway to Washington Reagan National Airport under the TSA’s DCA Access Standard Security Program (DASSP), and like all other Jet Aviation facilities, it is IS-BAH Stage 2 registered. 
A secondary 7,000-sq-ft terminal shared with sister company Gulfstream opened in 2020 along with a new 40,000-sq-ft hangar, which brought the facility—home to 52 turbine-powered aircraft—up to 200,000 sq ft of space that is capable of accommodating bizliners such as the BBJ and ACJ. For outside aircraft parking, it also has more than a half million square feet of ramp space in its 25-acre leasehold at KPBI.
While the Phillips 66-branded location, which has been in operation since 1985, received no score lower than a 4.68 in any category this year, its highest score (4.80) was for its CSRs. “It is our team that truly sets us apart,” explained Steven Schrammel, the location’s general manager. “Many of them have been part of the team for years and their longevity and commitment to one another and our customers is shown in the seamless manner in which they keep our operation running.”
While the location does not yet offer sustainable aviation fuel, it does allow customers the option to purchase it and receive the environmental credits through the company’s book-and-claim program, with the actual fuel dispensed at the seven Jet Aviation locations that stock it.
AIN’s annual FBO survey divides the world into two groups, the Americas and the Rest of World (RoW). This year, UK facilities dominated the top of the charts in the latter group with designated business aviation gateway Farnborough Airport (EGLF)—with its overall score of 4.67—again earning the highest accolades in the survey as it has virtually since the day it opened two decades ago.
Second place saw a tie between two FBOs at London Stansted Airport (EGSS): Harrods Aviation’s The Brompton (formerly the Fayair complex, which Harrods acquired last year) and Universal Aviation; both received a score of 4.61. Following them, with a tally of 4.54, is Harrods’ original location at EGSS—now known as The Knightbridge to distinguish it from its newer sibling—giving the London airport three FBOs in the top tier of the Rest of World segment this year.
For proof that there are quality FBOs outside the UK’s capital area, we must travel to the other side of the world, where ExecuJet Australia at Sydney Kingsford Smith Airport (YSSY) earned a score of 4.52, tying it with Jet Aviation’s facility at Amsterdam’s Schiphol Airport (EHAM).
Other top performers in the RoW this year included Eccelsa Aviation at Olbia Costa Smeralda Airport (LIEO) in Italy and Signature Aviation’s facility at Germany’s Munich International Airport (EDDM), both of which received a score of 4.49, landing them in the top 20 percent of all FBOs worldwide.
4.67 Farnborough Airport (EGLF)Farnborough, UK
Though the scores of most FBOs outside of the Americas tend to lag, the UK’s Farnborough Airport continues to hold its own among the highest-performing FBOs in AIN’s annual survey. The complex earned top 10 scores in the passenger (4.76) and pilot amenities (4.73) categories this year, and the second highest score overall for facilities (4.86).
The continued high regard in which aircraft operators continue to hold Farnborough would appear to be a testimony to its ongoing commitment to invest in the site and the old real estate adage “location, location, location.” The privately-owned airport is one of two in the London area that is entirely dedicated to business aviation and is in the process of seeking approval to increase the permitted number of movements.
“At the core of our customer service ethos is prioritizing our passengers’ need for an efficient and secure arrival and departure experience,” FBO director Dominic Osborne told AIN. “Stepping into our renowned terminal facility should evoke the ambience of a world-class hotel. Our customer service ethos very much aligns with our organizational value of pride, passion, ambition, and togetherness.”
Farnborough is in the second year of a £55 million ($69.5 million) investment program that will increase the airport’s existing 240,000-sq-ft hangar space by 70 percent. The new Domus III structure will be able to accommodate multiple large-cabin aircraft when it opens in the next few weeks. 
Alongside the new building will be a further 125,000 sq ft of apron space, taking the total area of ramp above the one-million-sq-ft mark. The airport is also investing in the capacity of aircraft stands to make runway use more efficient, as well as in a new engine-run bay.
While the comfort and convenience of its customers remains paramount, Farnborough Airport is intently committed to reducing its carbon footprint as it works to achieve net-zero status by 2030. Part of this involves making efforts to increase the availability of sustainable aviation fuel.
Last October, it stepped up work to tap renewable energy sources by installing what is expected to be the largest array of solar panels in the southeast of England. This will allow it to recharge its electric ground vehicles with a self-generated energy source.
4.61 Harrods Aviation-The Brompton (formerly Fayair) London Stansted Airport (EGSS), UK
It was a little over a year ago when Harrods Aviation—an offshoot of the famous London department store—purchased Fayair, a rival FBO at Stansted Airport. Immediately, the company made significant upgrades to the facility both from an infrastructure and a customer amenities perspective—which contributed to its score of 4.71 in the facilities category—and labelled it The Brompton to distinguish it from its existing highly-regarded FBO at EGSS.
“Adding the Brompton to our portfolio has been even more successful than we could have dreamed of,” said managing director Paul Norton. “Customers have quickly realized that we have taken the facilities to another level.”
The FBO offers onsite security, customs and immigration clearance, conference room, pilot lounge and work area, gym, driver rest area, private vehicle ramp access, and crew transfers. Its 60,000-sq-ft hangar can accommodate aircraft up to a Boeing 757. An IS-BAH Stage 2-registered FBO, the company will receive its audit for Stage 3 this year.
“What distinguishes our location from our competitors is our emphasis on self-sufficiency,” Norton told AIN, adding it operates and maintains its own equipment, including a fleet of refuelers, to ensure reliability and control. “This commitment to self-sufficiency not only enhances our operational efficiency but also underscores our dedication to providing exceptional service to our customers.” 
It is the high level of service that earned the location its second 4.71 score this year, for its CSRs. “We pride ourselves on providing a level of service that exceeds expectations, tailored to the needs of our clientele with meticulous attention to detail,” explained Norton.
Like many of the FBOs in the London area, the facility saw a surge in private aviation activity last year for the coronation of King Charles III. “Our reputation as the leading ground handling service provider for head-of-state traffic means we were fully ready for the magnitude of these types of events.”
4.61 Universal Aviation London Stansted Airport (EGSS), UK
One of the longest-established FBOs in the UK, Universal Aviation’s facility at London Stansted Airport once again placed among the top of the 2024 AIN FBO Survey as it celebrates its 40th anniversary. Part of the ground-handling arm of Texas-based Universal Weather and Aviation, the Universal Aviation Stansted operation tied for second among FBOs outside of the Americas, matching its score from last year of 4.61.
The FBO’s ruby anniversary follows a year where Universal was able to join in celebrations in the coronation of King Charles III. “It was a great honor to participate in Operation Golden Orb by welcoming in many heads of state at Stansted and safely seeing them out,” explained Sean Raftery, managing director for Universal Aviation in the UK and Ireland. “We worked closely with the various embassies and the UK Foreign and Commonwealth Office as well as the air and ground crews.” 
The two-story, 11,000-sq-ft FBO is equipped with a crew business center, crew and VIP lounges, conference facilities and shower facilities. 
Universal recently upgraded the terminal’s furnishings and added new vehicles and ground-support equipment. With 40,000-sq-ft of private ramp space, the facility offers several hangars that can house aircraft the size of Boeing Business Jets or Airbus Corporate Jets.
Customs and immigrations services are available onsite. With 45 team members at EGSS, the IS-BAH Stage 2 facility operates from 7 a.m. to 10 p.m. but is available for 24-hour service on request.
Universal prides itself on helping customers navigate through flight complexities, reduce their stress, and offering a high level of consistency and care, Raftery said. This includes accommodating requests such as particular newspapers or specific brands of drink and emphasizing its standards and consistency. “The biggest compliment is repeat business,” he said. “We have a lot of loyal customers that return over and over.” In February, he said the facility arranged a water salute for a pilot that had used the facility for 30 years and was now retiring. This approach earned the facility its high score in CRSs of 4.79.
4.54 Harrods Aviation-The KnightsbridgeLondon Stansted Airport (EGSS), UK
While somewhat upstaged this year by its younger sibling at London Stansted, Harrods’ original facility on the field—known now as The Knightsbridge—also placed highly in AIN’s annual survey, giving Harrods the unusual honor of having two FBOs from the same company at the same airport earning top honors in the Rest of World category.
While the company’s new Brompton location generally handles smaller private aircraft, the original facility specializes in serving VIP bizliner and commercial charter flights carrying more than 100 passengers. “The Knightsbridge has always been and remains synonymous with large-cabin handling,” explained Paul Norton, the company’s managing director. “It is not uncommon to see two Boeing 747s on the ramp directly outside.”
The FBO occupies the original permanent airport terminal building built in the late ‘60s. Open 24/7, it offers three separate customer lounges: a head-of-state lounge with private bathroom facilities and direct ramp access, a VVIP lounge with a full bar and hot and cold beverages, and a business lounge. 
Its facilities are constantly being upgraded to give the company’s customers the best possible experience. “To support the ever-increasing demand for large-cabin and higher-capacity flights, we have invested in a complete overhaul of our lounge dedicated to these flights,” Norton told AIN. 
The work—in partnership with noted design brand BoConcept—provides a sophisticated yet comfortable environment and helped the facility earn its highest score (4.58) in the facilities category. 
The Knightsbridge received the same score for its CSRs. “Being part of the Harrods brand gives us an amazing opportunity to showcase best-in-class customer service,” Norton said. “We talk the talk, but we also have to walk the walk.”
Having achieved Stage 2 registration under the IS-BAH program, the facility is scheduled to undergo its Stage 3 audit this year.
4.52 ExecuJet AustraliaSydney Kingsford Smith Airport (YSSY), Sydney, Australia
ExecuJet, the ground-handling arm of the Luxaviation Group, has 23 FBOs around the world, and it is its facility at Australia’s Sydney Kingsford Smith Airport that earned a spot among the top-rated international service providers in AIN’s FBO Survey for the seventh straight year. An ExecuJet location since 2000, the facility has been in operation for 45 years.
“We regularly receive clients who remember a face or a name from a trip many years ago,” said Matthew Guy, the company’s regional FBO manager for the Asia-Pacific region. “It is this familiarity, combined with an exceptional level of service that brings our clients back time and time again.
The Sydney FBO was the global chain’s first location to achieve IS-BAH Stage 3, and it was the FBO’s line service that received its highest score (4.62) in this year’s survey.
“Training our line staff is paramount to our success as an FBO of choice,” Guy told AIN. “We have a dedicated ramp supervisor and training coordinator who facilitate and monitor our training through the group learning module system.”
The leasehold includes two dedicated ramps with direct lounge access and enough hangar space to accommodate a pair of Bombardier Global 7500s, while the two story 3,200-sq-ft terminal includes passenger and crew lounges, onsite CIQ services, as well as a trio of conference rooms and a catering preparation kitchen. The facility—which is open from 6 a.m. until 10 p.m. seven days a week, in line with the airport curfew—is undergoing a major refurbishment, with the first phase consisting of upgrades to the passenger lounge and reception areas. Remodeling of the meeting rooms will follow.
According to Guy, a robust events calendar led by the FIFA Woman’s World Cup drove strong aircraft movements to the region, eclipsing 2022, which was already considered a strong year.
4.52 Jet AviationSchiphol Airport (EHAM), Amsterdam, Netherlands
Jet Aviation Amsterdam, a perennial standout among international FBOs according to AIN’s readers, tied for fourth place in the RoW category this year, with its score rising by .05 percent from last year’s survey.
One of the FBOs located in the general aviation terminal at Amsterdam’s Schiphol Airport, last year the Jet Aviation facility added a third customer lounge and refurbished the furniture in its “Royal Lounge.” Other upgrades included a new electrical GPU, replacement of diesel tractors with electric tractors, and plans to replace gas-powered vans with electric vans for passenger transport and install solar panels where appropriate.
The facility’s highest score was for line service (4.62) and underscores Jet Aviation Amsterdam’s commitment to safety and customer service. “The safety of our customers, employees, and the assets in our care is our number one priority at all times,” said Ricardo Paiva, senior director site operations and general manager. “Jet Aviation Amsterdam is IS-BAH Stage II certified, and we operate a rigorous and regular training program to ensure our employees are up to date with all industry-standard knowledge and certifications.” 
Team members also participate in a “thorough customer service training program,” he said, reflecting the score of 4.58 for CSRs. “Our team is known for their warm, personalized service, whether they are welcoming regular guests, or customers visiting our FBO for the first time. We have many regular customers, and every time we greet them, it feels like we are greeting family.”
The FBO’s dedicated terminal space includes 600 sq m (6,450 sq ft) on two levels with three customer lounges on the first floor and two crew lounges, all facing the ramp. Jet Aviation’s own ramp space can accommodate 33 aircraft.
Like many of its sister FBOs around the world, the Amsterdam location carries a supply of sustainable aviation fuel and offers book-and-claim. “As a company, we know that sustainability is a key topic for business aviation,” said Paiva.
This year, the AIN survey is depicting the FBOs that have marked the most improvement from last year. We chose to profile the top FBO in this category.
4.33 Signature AviationDeKalb-Peachtree Airport (KPDK),  Atlanta, Georgia
Signature Aviation, one of three service providers at dedicated business aviation hub DeKalb-Peachtree Airport in the Atlanta area, saw the most improvement in this year’s survey, with its score climbing by 0.13 points from last year. General manager Orlanda Brown credits the improvements to the facility’s recent infrastructure and staff training initiatives.
Located on a more than a 13-acre leasehold on the north side of the field, the FBO’s 14,800-sq-ft terminal was recently renovated with updates to its lobby, conference room (offering an expansive view of the airport), pilot lounge, and snooze room. As well, the company renovated the line service office and provided increased space for the duty managers.
A refreshment bar in the lobby offers a variety of beverages and snacks including local Georgia peanuts, and concierge service for hotel and rental car reservations is available along with dry cleaning and laundry service and dishwashing. The facility also has courtesy cars available for crew use, on-site catering, and even a pet comfort station.
“We believe that our modern and pristine facility, coupled with great products and an unparalleled level of service and hospitality sets us apart,” Brown told AIN. “Aside from exceptional customer service, our ramp canopy allows customers to get in and out of their aircraft rain or shine.”
The complex, which is open 24/7, has 54,000-sq-ft of hangar space.