Anyone who operates a Part 135 aircraft for charter clearly knows the stricter regulations as opposed to operating a Part 91 aircraft. Therefore, statistically there are many more incidents with Part 91 aircraft. However, incidents with Part 135 aircraft do occur. Restoring private aviation charter customers confidence after an incident is vital.
Just two days ago a 2004 Hawker 800XP (N6NR) Part 91 aircraft suffered a nose landing gear failure. The aircraft was flying from Fort Lauderdale-Executive Airport, FL (FXE) to Minneapolis-Flying Cloud Airport (FCM). It was diverted to Minneapolis-St. Paul International Airport, MN (MSP), better suited for such an emergency. The flight crew reported the malfunction about thirty minutes prior.
A standard NTSB Class 4 investigation (shortest duration) is underway. There were two crew and four passengers. No injuries were reported.
The most recent serious Part 135 incident was the crash of a 2004 Bombardier Challenger 604 (N823KD) in February 2024. The aircraft traveling from Ohio State University Airport, OH (OSU) to Naples Municipal Airport, FL (APF), crashed on approach, killing both pilots on board. All other crew and passengers survived.
The pilots reported engine failure and attempted a landing on a highway but crashed into a concrete sound barrier wall. Flight data indicated oil pressure loss on both engines. This aircraft was operated by Ace Aviation Services, DBA Hop-A-Jet.
Following this fatal crash Hop-A-Jet remains under close watch by the FAA, NTSB, and public scrutiny. This obviously was a severe blow to their reputation and public confidence in the company. Their ultimate longevity may depend on the final findings of the ongoing investigation.
Hop-A-Jet has not posted to their social media accounts since the accident.
One of the last Instagram posts was showing their booth at the NBAA Miami-Opa Locka Reginal Forum Jan 31, 2024. A show that Chris and I attended.
As mentioned above there are definitely more Part 91 crashes. Maintenance and pilot experience are factors.
A Part 91 aircraft only requires annual inspections with owners keeping records. The Part 135 aircraft require more pilot training (including classes every 6 months) and 100-hour inspection/maintenance schedules. Additionally, Part 135 requires detailed recordkeeping, including maintenance records, flight data, and passenger information retention.
So, if your charter has an incident, here are some ways to restore your reputation:
Consider a rebranding, a new logo, and/or renewed focus on safety and quality. How many people remember the ValuJet Flight 592 crash ?
ValuJet became AirTran Airlines, which ultimately was acquired by Southwest in 2011. When we board a Southwest jet, we don’t think of ValuJet.
Restoring customer confidence after an incident requires a multifaceted approach:
- Option #1: Address the incident transparently, then implement corrective measures and engage with customers via social media.
- Option #2: Re-position your brand to rebuild trust and ensure long-term customer loyalty.
- Option #3: Create a new brand as ValuJet did. It may be the best route especially if the incident involved loss of life or significant property losses.
Regardless of which option you choose, do it with the help of an expert. As you know we are big fans of the Aviation Marketing Experts out of Orlando. These guys have been doing this for 45 years, so you can trust them.
Any thoughts, comments or story suggestions, reach out to us at: AircraftGuys@gmail.com.
On to the next adventure.
Restoring Private Aviation Charter Customers Confidence After An Incident
