NBAA Best Practices in Corporate
Shuttle Operations
Lisa Swartzwelder
Cindy Polfliet
Will Das
Ron Craig
Shuttle Reservation Systems
Lisa G. Swartzwelder
Washington, DC | Month DD, 2011
Shuttle Reservation Systems
Process driven by:
• Corporate culture (self serve/high touch)
• Scale of operation (Total number of passengers served, seat
capacity, route complexity, flight department resources)
• Access to technology
• Global components
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Types of Shuttle Reservation Systems
• Schedule on intranet: Email / Fax / Phone
• In-house technology (inventory management system with online
booking tool)
• Business Aviation Software (Bart, FOS, Fpak, PFM) etc.
• Integration with company travel department and commercial
reservation components
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Shuttle Reservation Systems
Our Process
• “One-stop shop” for our traveling associates
– Common portal (on-line or phone reservation assistance).
– 24/7 system supports shuttle requests as well as commercial air,
hotel, ground coach system or rental car.
– Passenger itinerary includes all components.
– Travel support for re-accomodations if Shuttle “breaks”.
– Travel department manages the reservation tools.
– Flight department manages the manifest and process the day of
departure.
• Collaborative management between Flight, Travel and third party
agency.
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Reservation Process Components
70% Booked Online:
HR feed
from Peoplesoft (Nightly)
Associates access travel site 2 ways:
On-Line
 Company Intranet Site (airplane icon)
 External web address - Single sign-on with
network log-in
Cliqbook
Profile
Book Travel
Note: All data that comes
through HR feed must be
updated in Access by
associate
30% Booked via Phone:
Sabre GDS
Associates call Travel Services (Travel Agency)
Option #4 to book or change
Option #1 for flight status including shuttle
Option#2 for travel within the US
Business
Aviator:
LBI Shuttle
Airlines:
AA
DL
UA
Hotels:
Hilton
Hyatt
Starwood
Car Rental:
Hertz
Avis
Enterprise
Travel Agency
Book Reservation:
Shuttle
Hotel
Meal Request
Waitlist Request (if sold out)
Commercial air (if shuttle sold
out)
Travel Counselor assists with booking
Back-office (Trams)
Download invoiced
transactions
Cleanse data
Reporting (I-Bank)
Flight Dispatch Team
drives invoice after
flight departs
Pre-trip reports
flight
by
Source data for
manifest
Crisis/emergency
contact information
Upload back-office
data into I-Bank every
Wed.
Source data for weekly
reports to Finance
Historical data housed
for analysis and ad-hoc
reporting
*
Itinerary (Trondent)
and TEB
airport codes into FBO
address locations
Email with PDF
attachment
Online access available
via Airweb link from
travel page
Translates CMH
Automated QC
(IQCX)
Reservation
Accuracy
Adds ground coach
remarks
Email reminder to
travelers 2 days
before flight
Flight Department Shuttle Reservation Process
Receive Ibank report
links 24 hours before Next day
flight (2 flights and
car/hotel link)
Run spectra for flight
# to compare to
report information.
Reconcile 2X before
flight by comparing
LD list in BA to what
was built prior day.
Update with
spectra hot key
Receive calls from
Travel Agents for
passenger additions
/ cancellations.
Adjust manifest
Finalize
accurate
manifest by
cross
referencing
BA.
Invoice the flight for
finance allocation.
Must invoice 24 hours
of the flight or data is
lost
Passenger
Check-in
Build tomorrows’
manifest
Weekly Finance
ReportReceive Ibank
link on Wed AM.
Waitlist
monitoring
Distribute to finance
distribution list
Clearing
passengers
within 24 hours
Weekly Flight
Report for Flight
Administration
System
Instabilities
Waitlist Jumping
Correction process
Overbooking
Correction Process
Shuttle Reservation Systems
Challenges
• Bringing two worlds together that don’t normally come together!
• Technology is not aligned with the agile mission of business
aviation
– Itinerary changes take 5-7 days
– Corporate Shuttles are outside the scope of intended use of GDS’s
such as Sabre and Worldspan:
• Non commercially served airports
• Security (agency viewer access)
• Corporate shuttles require additional reporting components that conflict with travel
agency efficiency metrics
• Corporate culture not tolerant to overbooking and waitlist jumping
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Shuttle Reservation System
Questions?
Cindy Polfliet… take it away!
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Shuttle Reservation Systems
Cindy Polfliet
Washington, DC | October 11, 2011
Shuttle Reservation Systems
Challenges/Opportunities
• Manual Process
• Technology
• Economic Conditions
• Customer Service
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Shuttle Reservation Systems
Manual Process
• Human Errors
– Cancelled seats
– Wrong Leg
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Shuttle Reservation Systems
Technology
• GDS versus Corporate Aviation Reservation System
– Crewing
– Reporting
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Shuttle Reservation Systems
Economic Conditions
• Discovering ways to do more with less people
• Improve processes
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Shuttle Reservation Systems
Customer Service
• Outsourcing
• One-Stop-Shop
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Shuttle Reservation Systems
Solutions
• Automation/Integration
• Real Time Information
• API Line directly from GDS to Aviation Software
• API Line through a third party connecting the two systems
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Shuttle Reservation Systems
Questions?
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Alternate Lift
Will Das
Alternate Lift
Why Alternate Lift?
• Limited Asset
• Limits ability to serve the customer
• Planes Trains and Automobiles and……Ferry Boat?
• Continuity of service
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Alternate Lift
An argument for providing….
• Ability to serve the customer
• Ability to provide efficient cost effective travel
• Still provides the time to be productive
• Keeps travel within the organizations control
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Alternate Lift
Considerations
• Financial implications*
• Security*
• Crew training, qualifications, maintenance*
* NBAA Management Guide.
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Alternate Lift
Presentation to Senior Leadership
• Cost Analysis
• Current Shuttle Budget
• Airline Segment Fees
• Baggage Fees
• Hotel Fees
• Rental Car Fees
• Cost of Alternate Lift
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Alternate Lift
Merging two cultures
• Safety Audit
• Crew Records
• Training
• SMS
• Maintenance
• Work Flow Processes
• Communication Process
• Continuous Improvement
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Alternate Lift
Questions?
25
FAA Part 125
Ron Craig
Washington, DC | Month DD, 2011
FAA Part 125 Shuttles
History:
•
FAR Part 125 Published October 9, 1980, effective February 1,
1981.
•
FAR Part 125 governs private carriage in aircraft with 20 or more
seats and 6,000 pounds or more payload capacity (Boeing class
aircraft). FAR Part 91 prescribes general operating rules for all
aircraft.
•
The FAA always intended to allow Full Letters of Deviation from FAR
Part 125 to corporate flight departments. When the FAA first
published Part 125 in the October 9, 1980 Federal Register, the FAA
stated: "Although it is difficult to foresee more than a few situations
in which a deviation from the entire Part could be justified, it is
possible. Some examples are ... a corporate flight department
operating an airline-type airplane solely for carriage of company
executives."
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FAA Part 125
• In 2003, the FAA organized an "Aviation Rulemaking Committee"
(ARC) to consider rescinding Part 125. Instead, the ARC created
a several stage proposal that would have placed purely
corporate operators under FAR Part 91 rather than FAR Part
125.
• On July 5, 2006, the FAA issued Notice N8700.46, which
announces the FAA's intention to change its guidance regarding
FAR Part 125. The Notice states that the FAA will no longer allow
full Letters of Deviation Authority ("LODA") and will exclude this
class of aircraft from operations authorized by FAR 91.501(b)(5).
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FAA Part 125
•
One aircraft operator filed a suit on September 29, 2006 with the US
Court of Appeals for the Ninth Circuit to stop the FAA
implementation of Notice N8700.46 because it represented
rulemaking in violation of the Administrative Procedure Act.
•
On December 21, 2006 the FAA issued Notice N8000.345. Subject:
Updated Guidance on Letters of Deviation Authority to Deviate from
the Certificate and Operations Specifications Requirements of Part
125. Appendix 2 was the Sample Letter of Compliance (LOC).
•
NBAA Representatives and potential/future 125 Operators met with
John Duncan and Jack Pinto from AFS 800 in Washington D.C.,
February 2008 to discuss concerns about losing the “Full or Blanket
Deviation” to Part 91, and the challenges and financial
consequences faced in converting to Part 125 with a “Partial
Deviation”.
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FAA Part 125
•
Part 125 compliance deadline was moved from March 31, 2008 to September 30,
2008.
•
The NBAA has requested that the FAA enter the past OPSS Dated February 9,
2010, into WebOpss.
The following four (4) deviations were added to the OPSS as of February 9, 2011
•
Deviation From: 125.1(a) - A510
•
Deviation Authority: 125.3(a)
•
Description: Authorizes a temporary ferry flight SFA only with the issuance of A510.
•
Deviation From: 125.1 (a) – A511
•
Deviation Authority: 125.3(a)
•
Description: Authorizes a temporary sales demonstration SFA only with the
issuance of A511.
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FAA Part 125
Deviations Continued:
• Deviation From: 125.1 (a) – A512
• Deviation Authority: 125.3(a)
• Description: Authorizes a temporary training flight SFA only with
the issuance of A512.
• Deviation From: 125.189(c)
• Deviation Authority: 125.3(a)
• Description: Authorizes a partial ditching demonstration in
accordance with 14 CFR 121.291(e).
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FAA Part 125
We are requesting the following deviation also be made available in WEBOPSS:
• Deviation Authority: 125.3(a)
• Description: Authorizes a deviation from 125.211(b) and
125.269(c) which requires flight attendants to be seated during
movement on the surface. Permits flight attendant movement
about the cabin during aircraft movement on the surface in order
to perform duties related to the safety of the airplane and its
occupants by complying with 121.391(d).
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FAA Part 125
• Part 125 LODA Holder verses Part 125 Certificate Holder.
• Part 125 Training/Checking Issues.
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FAA Part 125
Questions?
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