A day in the life of a Flight Services executive

What does a Flight Services executive do?

Claire: “We’re the liaison between the customer, broker and airline. We put together a tailored flight brief based on exactly what the client wants for their charter. That might include food, drink, entertainment and amenities on the flight; or fast-track passes, bespoke boarding cards and customised check-in screens at the airport.

“If an airline can’t facilitate a customer request, we’ll work with our partners or source it ourselves. Most of the preparation takes place in the run-up to the flight, but we’re also there on the day to put the final touches in place – from placing amenity kits on passengers’ seats to spritzing the cabin with fragrance to make sure it smells nice.”

What background do you need to be a Flight Services executive?

Claire: “I think it’s important to have an interest in aviation. Recognising different aircraft and understanding the lingo means you can hit the ground running. That’s a huge bonus, as we’re so busy that there’s very little time to learn these intricacies while on the job.

“In terms of personal qualities, it’s imperative that you care about the customer and what you do. You have to want to go that extra mile each time. For example, if we see the flight manifest and notice it’s someone’s birthday on the day of the flight, we arrange for a cake to be onboard.

“Whether the charter is for a football team, music band, production company or newlyweds on their honeymoon, these small details go a long way and help make each charter special.”

Gabriela: “I have a degree in aviation and I worked at an airport for seven years before joining ACS. I remember in my interview, the head of the department picked up on my interest in aviation and we ended up spending the whole hour talking about travel and aircraft. The rest, as they say, is history.”

What does a typical day look like for an ACS Flight Services representative?

Claire: “Every day is different. Sometimes we’re in the office contacting operators and handling agents for an upcoming charter. Other times, we’re out sourcing inflight snacks, at the airport setting up the aircraft’s cabin, or in the air ensuring everything runs smoothly.

“On the day of a flight, we’re up early to get the fruit, pastries and newspapers, before calling the handling agent to ensure all the boarding cards are printed off ready for the group’s arrival. We then have to get to the airport early to help set everything up on the aircraft.

“When we land after accompanying a charter, people often think we go to a hotel and relax. But actually, we’re straight back online, whether it’s organising the in-flight catering for the return flight or contacting operators about another charter we’re working on.

“The only thing that remains constant is that we always have lunch at 12pm when we’re in the office!”

Gabriela: “We take our phones and laptops with us everywhere we go. Even when we’re out of the office, we still have a million other things on the go and there’s always something that needs to be attended to.”

What sets an ACS Flight Services representative apart from others?

Claire: “Our competitors don’t have dedicated in-house Flight Services departments. The few who offer Flight Services have their brokers arrange everything alongside sourcing the aircraft.

“This is where ACS stands out. Having separate departments to handle different aspects of a charter makes communication smoother, plus our teams have the time to ensure every requirement is met to the highest standards.

“Customers are introduced to us when they book a charter. While our broker is busy finding the ideal aircraft, we liaise with the client about branding, catering or entertainment for the flight. The broker is copied into every email, keeping them in the loop.”

What’s the strangest request you’ve had for a charter?

Claire: “While we do get a few out-of-the-ordinary requests, most clients ask for relatively basic, but specific, things.

“For example, one regular customer always asks for cereal bars to be stocked for their flight. It sounds like a simple request on the surface, but they want cereal bars that are nut-free, gluten-free, lactose-free and in a variety of flavours. Another regularly requests sandwiches containing no sundried tomatoes, another asks for low-fat fruit yoghurt, another wants no natural or Greek yoghurt, and one asks for a fresh chicken salad with no butter or garlic.

“We’ve received several stand-out catering requests over the years. I recall having to order 300 sandwiches from Subway. Another customer wanted takeaway pizza, so we phoned Domino's and ordered 50 pizzas for them to enjoy on the flight.”

Gabriela: “I once assembled and filled 30 black snack boxes, each tied with a gold ribbon, for a charter with a black-and-gold theme,” says Gabriela. “The customer also wanted specific chocolate bars on the return flight, which we put into amenity bags along with extra snacks.

“For another charter, Claire and I had to go shopping for specific soft furnishings. It was quite amusing when we got to the checkout with two trollies overflowing with grey blankets and cushions! We then travelled to the airport to set everything up on the day of the flight.”

What’s been your favourite charter to work on?

Claire: “I don’t necessarily have a favourite. But the multi-stop charter we did for Iron Maiden’s ‘Book of Souls’ world tour is definitely one that stands out. There was aircraft livery, food and drink to organise and we had reps on each flight to oversee everything.”

Gabriela: “I once had to be the flight attendant for a charter. I didn’t have any experience, but luckily I was working alongside someone who did. I couldn’t believe how busy their job was. Other than take-off and landing, I didn’t sit down once and was exhausted by the end of the two-hour flight. Although stressful, it was such a memorable experience.”

What’s the best thing about being a Flight Services executive?

Gabriela: “I’ve been at ACS for over two years and I still find it interesting, as there’s always something new to do and learn. I also get to travel and talk to so many different people from different countries. I just love it and wouldn’t change it for the world.”

Claire: “I share that sentiment. The fact that no day is ever the same makes this job so interesting. Yes, it’s busy, but meeting so many people and flying to so many amazing places makes it all worthwhile. There’s never a dull day as a Flight Services executive.”