Million Air Winter 2023/24

MILLION AIR

Takeo ff

Welcome aboard, and welcome to the world of Million Air! Still ignited with a passion for excellence and desire for growth, this is our 20th year of the Million Air Magazine and 40th year in the industry. Our passion for aviation and outstanding customer service begin with our strate g y: to use location, design and decor to set the stage for our extremely talented employees to animate exceptional customer experiences. Every organization has a culture of some kind, whether or not it is managed, de fi ned or taught to employees. Our incredible pilots and aircraft owners gave us a great deal of input and guidance in designing the services we o ff er and the very style in which we greet every aircraft. This, in turn, helps to make the family vacation more memorable, the trip extra special, and the business environment for executives more conducive to business. I am told over and over again that we are a direct re fl ection on the reputation and mood of the passengers on every fl ight. We take that responsibility very seriously. We set out to create a strong culture with guest-centered values. In all service industries, the ‘product’ is largely intangible. One result of this intangibility is that the value and quality of the product are determined exclusively by the experience of the customer. Each and every aircraft visit determines the quality and value of the service experience. Almost invariably, the customer’s judgments of quality depend not on our brand, but on the excellence of the immediate customer contact with our front-line sta ff . The basis of that excellence can be taught in employee manuals and training programs, but front-line employees frequently face problems and decisions not covered in formal training. In these situations, front-liners must be able to translate the cultural principles of guest service into the appropriate behavior and take responsibility for making your experience a positive one. The organizational culture fi lls in the gaps between what the organization can anticipate and train its people to deal with, and the opportunities and problems that arise in daily encounters with a wide variety of customers and needs. With a kindred spirit and a genuine desire for continuous improvement in ourselves for our customers, we set out for a new 2024. The Ladies and Gentlemen of Million Air are up to the challenge to meet your expectations. Consistency in the chain, new and improved facilities, our customer’s safety and values over processes will remain the primary focus of our entire team. Have a happy and prosperous 2024 as we remain on standby for your safe return!

Keep ’ em fl ying...

Roger Woolsey CEO Million Air ceo@millionair.com

PARTNER WITH MILLION AIR AND REACH THE ELITE Become an exclusive partner of Million Air, North America’s premier private airport terminals. By placing your print ads in Million Air Magazine or displaying your product at one of our 35 terminals, your marketing message will speak directly to an audience of the highest net worth individuals on the planet. We welcome more than one million passengers annually, each with an average net worth of $3.6m. So climb aboard the Million Air Collection and gain a fi rst-class, all-access pass to the world’s wealthiest consumers. For more information contact millionairmagazine@millionair.com

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