Getting Started: Tell Us About the Trip

• What's the primary purpose of this trip? Options: Business - executive travel, Business - group/roadshow, Personal/family, Entertainment/sports, Medical/urgent, Other
• When do you need to depart and return (dates or range)?
• How many passengers will be traveling and what’s the mix (adults/children/infants)?
• Have you booked private charter with us or another broker before? Options: Yes, with you before, Yes, with another broker/operator, No, this is my first time
• What outcome would make this trip an unqualified success for you?

Why This Trip Matters — What's at Stake?

• If this flight doesn't go exactly as planned, what would the real consequences be for you or your organization? Options: Missed meeting or event, Reputational impact, Financial loss, Personal inconvenience, Safety concerns, Other
• Which of those consequences has happened before, and how did you handle it?
• How much flexibility do you need on timing versus how firm is the schedule? Options: Must depart/arrive at fixed times, Some flexibility (±1–2 hours), Flexible within the day, Flexible across days
• Who will feel the impact most if something goes wrong on this trip? Options: Primary passenger, Executive team, Family members, Clients/partners, Operations/assistants, Other
• On a scale from 1–10, how critical is on-time performance for this itinerary? Options: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10

How Safe Is Safe Enough?

• Have you ever declined a charter option because you questioned the operator's safety or audit status? Options: Yes, frequently, Sometimes, Rarely, Never
• Which safety signals matter most to you when choosing an operator? Options: Third-party audits (Wyvern/ARG/IS-BAO), Operator insurance limits, Aircraft maintenance records, Pilot experience and training, Accident/incident history, Other
• How deeply do you want us to vet an operator—industry audit only, audit plus visits, or full operational transparency? Options: Industry audit only, Audit plus documented checks, Site/crew visits and references, Full operational transparency (records,logs)
• Tell us about any past safety concerns you’ve had and how they made you feel about charter travel.
• Would you like safety credentials and operator audits displayed with every quote by default? Options: Yes, always, Only for unfamiliar operators, No, not necessary

The Real Cost: Transparency or Surprise?

• Has a hidden fee ever made you lose trust in a broker or operator? What happened? Options: Yes - repositioning fees, Yes - overnight crew, Yes - deicing/fuel surcharges, Yes - handling/customs, No
• Which of the following cost details do you want broken out on every quote? Options: Block time/cost, Positioning fees, Fuel surcharge, Taxes and airport fees, Ground handling/FBO fees, Catering/ground transport, Crew overnight/layover
• How do you prefer pricing presented—single trip total, itemized by leg, or both? Options: Single trip total, Itemized by leg, Both
• If a quote exceeds budget, how should we present options—cheaper aircraft, alternate airports, or flexible schedule choices? Options: Cheaper aircraft, Alternate airports, Flexible timing, Reduced services (no catering/ground), Other
• What is your acceptable window for price movement between quote and contract? Options: No movement - locked price, Up to 5%, 5–10%, Depends on market factors, Unsure

When Time Turns Against You — Flexibility & Contingency

• When weather, crew duty, or airspace issues force a change, what outcome do you find tolerable? Options: Small delay (under 2 hours), Alternate airport acceptable, Repositioning acceptable, Cancellation only as last resort
• Think of a time a flight change disrupted you—what did you wish your broker had done differently?
• Who should we contact first if a last-minute change affects this trip? Options: Primary passenger, Executive assistant, Corporate travel manager, Other designated contact
• How should we prioritize options when resolving disruptions—speed to destination, cost minimization, or passenger comfort? Options: Speed to destination, Minimize cost, Passenger comfort, Negotiate a balance
• Would you like preset contingency rules (e.g., auto-accept short delays) or to handle each event case-by-case? Options: Preset rules, Case-by-case, Hybrid

Who's On Board and What They Really Need

• Who are the passengers and are there any special accommodations required (mobility, medical, VIP protocols)?
• How important are cabin layout, baggage capacity, and inflight amenities to passenger satisfaction? Options: Critical, Very important, Moderately important, Minor factor
• Do any passengers have firm privacy, security, or credential requirements we must plan for? Options: Security detail required, Privacy/manifest restrictions, Diplomatic credentials, None
• Would passengers prefer a certain aircraft class or specific cabin features (bed seats, cabin divider, Wi‑Fi)? Options: Light jet, Midsize, Super-midsize, Heavy jet, Ultra-long range, Specific features (Wi‑Fi, beds)
• If we could guarantee one comfort or convenience to the passengers, what would be most meaningful?

Airports, Access, and Ground Realities

• Are there preferred arrival/departure airports or any airports we should avoid altogether?
• How far are you willing to accept from destination to a smaller airport to save time or cost? Options: Under 15 minutes, 15–30 minutes, 30–60 minutes, Over 60 minutes
• Do any airports on this route require special handling—short runway, slot restrictions, or international permits? Options: Short runway/weight limits, Slots or curfews, International permits/visas, Handling restrictions, None
• How important is a particular FBO experience (privacy lounges, expedited customs) on arrival or departure? Options: Essential, Important, Nice to have, Not important
• Would you like us to outline alternate airport plans with time and cost tradeoffs in the initial proposal? Options: Yes, include alternates, Only if needed, No

Decision Makers, Timeline, and Buying Triggers

• Who will make the final decision to book and who else influences it? Options: Primary passenger, Executive assistant, Procurement/Travel manager, CFO/Finance, Other
• What is the timeline for deciding—do you need to confirm within hours, days, or weeks? Options: Immediate (within hours), Same day, 1–3 days, This week, Flexible
• What information do decision-makers need to feel comfortable approving this charter (safety docs, itemized pricing, references)? Options: Safety audits and operator info, Itemized pricing, Crew credentials, References from similar trips, Contract terms
• Are there internal procurement or payment policies we should be aware of (PO required, billing to corporate account)? Options: Purchase order required, Prepaid by card, Corporate account invoicing, Net terms, Other
• If we presented two routes — one faster and one cheaper — how would you choose between them? Options: Always faster, Always cheaper, Depends on passengers, Balance both

What Success Looks Like — Measuring a Flawless Flight

• Imagine it's 48 hours after the trip: what would you expect us to report back on to call this a success? Options: On-time performance, Passenger feedback, Cost reconciliation, Operational notes and preferences captured, Safety confirmation
• Which preferences would you like us to record for future trips (catering, ground transport provider, seating configuration)? Options: Catering preferences, Ground transportation vendor, Seating and cabin layout, Security/manifest handling, FBO choice, Other
• How would you like to receive trip confirmations, real-time updates, and post-flight summaries? Options: Email, SMS/text, Phone call, Shared workspace/channel (Slack/Teams), CustomerNode portal
• What would make you want to book with us again without hesitation?
• Are there any concerns or deal-breakers we haven't asked about that we should address now?

• Pre-Experience Alignment (Current State & Consequence)
• Real Trip Scenario Walkthrough (Demonstration of Outcomes)
• Aircraft & Operational Constraints Deep Dive
• Safety & Operator Audit Evidence Review
• Transparent Cost Breakdown, Commercial Terms & Decision

• Agree the timeline and owner for any outstanding safety verifications.
• Elicit explicit validation at multiple checkpoints so the customer confirms the solution matches their needs.
• Agree clear next decision milestones to move toward Mutual Commit.
• Advisor to produce the scenario packet (itinerary, aircraft spec sheets, FBO notes, preliminary cost snapshot) and circulate within 24 hours.
• Customer to confirm the scenario's passenger list, baggage assumptions, and any non-negotiable constraints.
• Operations to tentatively reserve the selected aircraft and check FBO availability pending commercial agreement.
• Aircraft Performance & Mission Fit
• Confirm the selected aircraft meets all operational constraints for the trip or identify required adjustments.
• Expose and agree the operational tradeoffs that affect schedule or cost.
• Agree a final aircraft selection (including acceptable alternates) to be used in the commercial quote.
• Operations to produce a weight-and-balance and runway analysis for the selected aircraft on each leg.
• Advisor to list two acceptable backup aircraft/classes with clear tradeoffs and incremental cost estimates.
• Customer to confirm any non-negotiable constraints (e.g., max single-leg flight time, required cabin layout).
• Audit Framework Overview
• Provide verifiable safety evidence that addresses each customer safety requirement.
• Obtain explicit customer acceptance criteria or list of outstanding safety items for closure.
• Introductions & Meeting Objective
• Operations to share redacted audit reports, insurance certificates, and a one-page risk summary for the chosen operator.
• Legal/Risk to confirm insurer limits meet customer minimums or propose mitigations.
• Customer to provide any additional safety requirements or confirm acceptance criteria in writing.
• Itemized Cost Per Leg
• Ensure the customer fully understands the total trip cost and what drives additional charges.
• Obtain either a commercial approval to proceed to Mutual Commit or a short list of negotiable terms with timelines.
• Assign next-step owners for contracting, provisional reservations, and final operational checks.
• Finance to issue a formal, itemized quote and pro forma invoice reflecting agreed aircraft and options.
• Sales to prepare contract/terms that reflect confirmed cancellation and payment terms for customer review.
• Operations to provisionally block the aircraft and FBO slots for the decision window pending deposit.
• Customer to provide formal acceptance (signed LOI or deposit) or a prioritized list of commercial items to negotiate within 48 hours.
• Produce and agree a clear single-sentence current state that all parties reference.
• Surface and quantify the material consequences of not addressing the current issues.
• Define a single-sentence future-state success metric that the experience must prove.
• Ensure all pre-work and data required for the walkthrough are provided or scheduled.
• Advisor to draft and circulate the agreed one-sentence current state and future-state summary.
• Customer to provide outstanding pre-work items (final passenger count, baggage, any special handling) within 48 hours.
• Operations to confirm availability of airport/FBO constraints and any slot or curfew restrictions for the proposed dates.
• Recap: Current State, Consequence, Future State
• Prove the chosen aircraft and plan deliver the defined future-state for the customer's real scenario.
• Ensure the customer recognizes where cost variability may occur and why.
• One-Sentence Current State
• Cabin Configuration & Passenger Experience
• Scenario Narrative: Step-by-Step Trip Flow
• Explain Cost Variability & Contingencies
• Operator-Specific Audit Highlights
• Insurance, Incident History & Mitigations
• Alternate Airports, Diversions & Fuel Stops
• Quantify the Consequence
• Optional Services & Add-ons
• Aircraft Matching Summary
• Define the Future State (Success Criteria)
• Crew Qualifications & Training Evidence
• Positioning, Duty-Time & Overnight Impacts
• Airport Access & Ground Handling
• Commercial Terms: Payment & Cancellation
• Safety & Audit Callouts (Scenario Evidence)
• Special Handling (Pets, Medical, AV, Security)
• Map Evidence to Customer Safety Criteria
• Final Validation & Decision Checkpoints
• Pre-work & Data Checklist
• Validation Plan & Next Steps
• Agree Next Steps to Mutual Commit

• Provide one-way private jet charter (assigned aircraft & crew)
• Provide round-trip private jet charter (assigned aircraft & crew)
• Execute aircraft repositioning flights (positioning)
• Provide in-flight catering and special meal service
• Provide FBO private terminal meet-and-greet and handling
• Provide ground transportation (luxury sedan or van)
• File international customs, overflight, and landing permits
• Provision onboard Wi-Fi, AV, and satellite communications
• Execute deicing and cold-weather aircraft services
• Provide overnight crew accommodations and crew positioning support
• Load and handle oversized or specialty baggage (sports gear)
• Provide in-cabin pet transport and handling
• Provision onboard medical equipment and qualified medical attendant
• Provide VIP concierge services and security escort

Provide one-way private jet charter (assigned aircraft & crew)

• What is the requested departure date and earliest/latest preferred departure time for this one-way leg?
• What are the departure and arrival airports (ICAO/IATA or city pair)?
• How many passengers will travel and how is seating distributed (adults/children)?
• Which aircraft class do you prefer for this leg? Options: Light jet, Midsize jet, Super-midsize jet, Heavy jet, Ultra-long-range, No preference
• Do you require the quote to include positioning time/fees or should positioning be quoted separately? Options: Include positioning in quote, Quote positioning separately, No positioning required
• Are there any special requirements for this leg (oversized baggage, pets, medical attendant, VIP handling)? Please list.

Provide round-trip private jet charter (assigned aircraft & crew)

• What are the outbound and return dates and preferred windows for each leg?
• Will passenger count or passenger list change between outbound and return legs? Options: Same passengers both ways, Different passengers on return, Undecided
• Do you require the same aircraft and crew to be assigned for both legs? Options: Same aircraft & crew, Aircraft may change on return, No preference
• Are overnight crew accommodations or crew positioning support required during the trip? Options: Yes - include accommodations, Yes - crew positioning only, No
• Do you expect extended ground time at the destination that could affect pricing (e.g., >12 hours)? If so, how long? Options: No extended ground time, Under 12 hours, 12-24 hours, More than 24 hours
• Any return-leg specific constraints (arrival deadline, connecting ground transport times)?

Execute aircraft repositioning flights (positioning)

• Is repositioning required to stage the aircraft to the departure airport, from the arrival airport, or both? Options: Stage to departure, Return repositioning, Both, Not required
• What maximum additional positioning time (hours) are you willing to accept on the itinerary? Options: No extra time acceptable, Up to 2 hours, 2-6 hours, Flexible
• Should positioning be included as an itemized line in the quote or folded into a single trip price? Options: Itemized positioning line, Fold into trip price, Either - please advise
• Are you open to meeting the aircraft at a nearby alternate airport to reduce repositioning costs? Options: Yes, No, Maybe - depends on savings
• Do any regulatory or airport restrictions apply that affect repositioning (curfews, slot windows, noise restrictions)? Please list.
• Is cost-sharing for positioning with another customer acceptable if it reduces price? Options: Acceptable, Not acceptable, Depends on privacy/impact

Provide in-flight catering and special meal service

• Will you require catering for this flight, and if so which service level? Options: No catering, Light catering/snacks, Hot meal service, Gourmet multi-course, Bespoke/holiday menu
• Please list dietary restrictions, allergies, or meal preferences to be accommodated (e.g., vegetarian, kosher, halal, gluten-free).
• Do you require alcohol or premium beverage selection onboard? Options: No alcohol, Standard wine/spirits, Premium/top-shelf selection, Champagne/special request
• Do you need timed meal service (e.g., hot meal served at a specific time) or continuous snack/beverage service? Options: Timed hot meal, Continuous service, Snacks only, Other
• Are any special presentation or catering logistics required (china/glassware, chilled items, outside-vendor coordination)? Options: Standard disposable service, Premium serviceware, Outside vendor coordination required, Other
• Do you require meal service on both legs (outbound and return) or only selected segments? Options: Both legs, Outbound only, Return only, As requested

Provide FBO private terminal meet-and-greet and handling

• Do you require FBO meet-and-greet services at departure, arrival, or both? Options: Departure only, Arrival only, Both departure and arrival, No FBO services required
• How many passengers and accompanying staff require FBO processing and assistance?
• Do you need expedited customs/immigration processing, VIP lounge access, or private screening? Options: Expedited customs/immigration, VIP lounge access, Private screening, None
• Will ground transportation meet the aircraft at the FBO or at the public terminal? Options: Meet at FBO, Meet at public terminal, Driver to escort passengers from FBO to vehicle
• Are any special handling requirements needed (unaccompanied baggage pickup, wheelchair assistance, security escort)? Options: Unaccompanied baggage, Wheelchair assistance, Security escort, None, Other
• Do you have a preferred FBO or should we select the best available based on service and cost? Options: Client preferred FBO, Select best available, No preference

Provide ground transportation (luxury sedan or van)

• Do you require ground transportation at origin, destination, or both? Options: Origin only, Destination only, Both, None
• What vehicle type and quantity do you prefer? Options: Luxury sedan (1-3 pax), Luxury SUV (1-4 pax), Luxury van (up to 8 pax), Multiple vehicles, No preference
• Please provide pickup and dropoff addresses and desired pickup windows or driver wait tolerance (minutes).
• Do you require meet-and-greet by the driver, luggage assistance, or assisted boarding? Options: Meet-and-greet, Luggage assistance, Assisted boarding, None
• Any special requests for vehicles (child seats, accessibility, pet transport, security-screened vehicles)? Options: Child seat, Accessibility/handicap, Pet-friendly vehicle, Security-screened vehicle, None
• Should ground transport be included as an itemized cost or bundled into the trip price? Options: Itemized, Bundled, Either

File international customs, overflight, and landing permits

• Which countries/airports require permits or handling for this trip (list all international legs)?
• Please provide passenger nationalities and passport details (required for permit filing).
• Are there diplomatic, cargo, or hazardous items on board that require special clearances? Options: Diplomatic clearance, Hazardous materials, Special cargo, None
• Do you require overflight permits to be prioritized or expedited for time-sensitive routing? Options: Standard filing, Expedited filing, Priority handling required
• Do you need ground handling agents pre-assigned for customs/immigration coordination on arrival? Options: Yes - assign agents, No - we will provide agents, Not needed
• Are there visa or vaccination requirements for passengers that we should verify before filing? Options: We need visa checks, We need vaccination checks, Client will verify, None

Provision onboard Wi-Fi, AV, and satellite communications

• Do you require onboard connectivity for this flight? Options: No connectivity, Basic Wi‑Fi (email/web), High-bandwidth (video conferencing/streaming), Satellite phone/special comms
• Will you host video conferences or stream media that require guaranteed bandwidth? Options: No, Yes - video conference, Yes - streaming media, Uncertain
• Do you require AV equipment or special onboard hardware (projector, external monitors, conference handset)? Options: Standard audio, Projector/monitor, Conference handset, No AV required
• Do passengers require secure VPN or encrypted communications for corporate data? Options: No, Yes - VPN/encryption required, Undecided
• Should connectivity be charged per-flight, per-hour, or via a flat fee included in the quote? Options: Per-flight flat fee, Per-hour billing, Include in bundle, Client provided billing
• Are there known avionics or aircraft compatibility constraints we should be aware of for satcom provisioning?

Execute deicing and cold-weather aircraft services

• Will the trip operate in airports or times with known cold-weather/deicing needs? Options: Yes - high risk, Possible - seasonal, No
• Do you require deicing to be included as a guaranteed line item in the quote? Options: Include as guaranteed line item, Estimate subject to change, Do not include
• Are you prepared to accept additional ramp time for deicing and cold-weather procedures? Options: Yes - allow extra time, No - strict timing required, Depends on amount of delay
• Do you require cold-weather passenger accommodations or heated transport between FBO and aircraft? Options: Yes, No, Optional
• Any aircraft-specific cold-weather requirements or special equipment needed (TKS, engine covers, GPU pre-heat)?
• Should we pre-book deicing services at specific airports where availability is limited? Options: Yes - pre-book, No - ad-hoc per flight, Client to decide later

Provide overnight crew accommodations and crew positioning support

• Will crew overnight accommodations be required on this itinerary? Options: Yes - crew overnight(s) required, No - same-day return, Depends on final schedule
• What hotel standard do you require for crew (standard, business, premium)? Options: Standard, Business-class, Premium/upscale, No preference
• Do you require crew ground transport or assistance in booking crew positioning flights/hotels? Options: Crew ground transport, Positioning flights for crew, Both, None
• Should overnight crew costs be itemized separately or included in the overall trip price? Options: Itemized, Bundled in trip price, Either
• Are any crew-specific contractual or union requirements we need to honor (per-diem caps, hotel brand restrictions)? Options: Yes - list restrictions, No
• Do you require 24/7 operations support for crew repositioning in case of last-minute schedule changes? Options: Yes, No, Limited support hours

• Quote Acceptance & Pricing Agreement
• Statement of Work (SOW)
• Payment Terms & Deposit Authorization
• Cancellation & Refund Policy
• Operational Service Level Agreement (SLA)
• Contingency & Diversion Responsibilities
• Insurance, Liability & Indemnity Agreement
• Permits & International Handling Agreement
• Passenger Manifest & Security Compliance
• Add-Ons & Ancillary Services Order
• Fuel, Positioning & Surcharge Acknowledgement
• Change Order / Amendment Authorization
• Final Acceptance & Go/No-Go Authorization
• Customer Preferences & Repeat Client Profile

• Post-Flight Success Review
• Client Preferences Capture & Profile Update
• Shared Channel Setup & Escalation Alignment
• Operational Lessons Learned & SOP Update Session
• Account Health & Continuous Improvement Planning (Quarterly)

• Schedule and deliver a training session for affected operations staff.
• Select and create a shared communication channel that the client approves.
• Agree explicit SLAs and escalation owners for operational issues and billing questions.
• Define message templates and integration points so channel noise is minimized and critical alerts are highlighted.
• Provision the agreed shared channel, invite stakeholders, and set permissions.
• Document and publish the channel usage guide and SLA matrix for client and internal teams.
• Configure integrations (flight tracking, ops alerts, invoicing notifications) into the channel.
• Schedule a 15-minute onboarding demo for client users to ensure they understand how to use the channel.
• Recap Incidents and Impacts
• Agree on concrete SOP updates and who will own each change.
• Assign training and verification steps so improvements are implemented and measurable.
• Close the loop with the client by sharing the improvement plan and timelines.
• Draft and circulate SOP updates with tracked changes for internal review.
• Welcome & Objective
• Update the Validation Checklist and client-facing playbooks with new items.
• Set up a 30/60/90 day follow-up audit to confirm changes reduced recurrence.
• Account Summary & KPIs
• Align on top 3 improvements to pursue and commit owners and timelines.
• Validate account health and client satisfaction trajectory and address high-impact concerns.
• Schedule the next quarterly business review and define measurable success criteria.
• Prioritize the enhancement backlog and assign owners with target delivery dates.
• Produce a client-facing roadmap summary and circulate to stakeholders.
• Schedule the next quarterly account review and capture success metrics to be reported.
• Follow up on any executive escalations or partnership opportunities identified.
• Confirm the trip met the agreed acceptance criteria or document exceptions.
• Agree on final reconciled invoice and dispute resolution steps if needed.
• Capture immediate client feedback and assign owners for any open issues.
• Issue and distribute final reconciled invoice and receipts.
• Log operational exceptions and notes to the client's trip history in the system.
• Assign owner and timeline for any unresolved service issues and report back within agreed SLA.
• Send meeting summary, acceptance confirmation, and next steps to client and internal stakeholders.
• Purpose & Pre-work Review
• Create a complete, structured client preference profile in the system.
• Obtain client confirmation/consent to use stored preferences for future bookings.
• Reduce setup time for future trips by enabling default templates and pre-approvals.
• Update CRM/profile with detailed preference fields (airports, catering, seating, ground vendors).
• Create a 'Preferred Trip' template that applies these defaults when quoting or booking.
• Attach signed consent for storage/use of preferences and approved payment methods to the client record.
• Flag special handling items in the ops system so they auto-appear on manifests and SOP checklists.
• Objective & Channel Options
• Trip Summary & Metrics
• Access & Permissions
• Operational Preferences: Airports & Scheduling
• Root Cause Analysis
• Client Satisfaction & Feedback Trends
• Enhancement Backlog Review
• SOP Change Proposals
• Message Types & Templates
• Onboard & Service Preferences
• Acceptance Criteria Validation
• SLA & Escalation Paths
• Training & Owner Assignments
• Ground & Ancillary Preferences
• Roadmap & Commitments
• Exceptions & Fee Reconciliation
• Client Feedback & Immediate Concerns
• Billing, Permissions & Data Use
• Verification & Metrics
• Integrations & Notifications
• Next Review & Success Metrics