Behind the scenes at Victor

We take immense pride in ensuring that the booking process for private jet charters is as smooth and effortless as possible for our members. From our clients’ standpoint, this process can be as simple as sending a request via WhatsApp to their dedicated account manager, selecting their preferred option, and completing the payment. However, behind this apparent simplicity lies a significant amount of effort to orchestrate a seamless jet charter experience while maintaining exceptional customer service standards.

Traditionally, private jet brokers undertake multifaceted roles involving market scanning for optimal options, cultivating operator relationships, managing administrative tasks, tracking flight movements, and, of course, catering to the client needs. At Victor, we’ve adopted a distinct approach. We’ve structured our business model around three core departments dedicated to serving our clients: Account Management, Sourcing, and Flight Management. Below, we offer deeper insights into these departments and feature perspectives from some of the individuals who help to drive Victor’s success.

Account Management team

Upon registering with Victor you are automatically assigned an Account Manager whose primary role is to make sure that you have an exceptional experience with us. Your account manager is to be considered your primary point of contact for any travel requirements and they are available 24/7 by phone, web or app. Of paramount importance is that our account managers are fully transparent with our clients. We are the only on-demand jet charter provider to offer fully transparent quotes, disclosing actual operator and aircraft details before you book. Our account managers provide highly detailed charter proposals that include the estimated fuel burn on every quote, we always aim to help steer clients toward the most environmental options.

All our account managers are private aviation experts and can provide candid, unrivalled insight about the charter market as well as the nuances of operational activity. Sofya Eynon, one of our Senior Sales associates, has been working in aviation since 2017 and has spent the last three years at Victor. On the benefit of Victor’s business model, Sofya explains,

“It makes a huge difference for me. It is fantastic to have this separation between account management and operations as it helps us provide the client with a ‘top-notch’ service…”

…”We have 3 departments helping each other, allowing us to combine our knowledge and expertise – this ultimately helps to give the client a seamless experience and reduces the risk of disruptions. Clients get the full attention of the account manager, meanwhile, the sourcing team is free to work out all of the technical details and the flight management team are there to help us deliver our amazing award-winning service. This really does make us a unique operation.”

Sofya continues, “My role is to make sure that my clients are happy and enjoying a great experience. We are a people business and having the support of dedicated experts allows us to be truly customer-centric in ways that other brokers can’t. Because so many clients are repeat bookers, the sourcing and flight management teams also get to learn about my clients’ specific needs with me, helping everyone to improve. Speed is key in the world of private aviation, and because every department can develop this understanding of the client, we can all act quickly and overcome hurdles in the best way possible.

Sourcing Team

As soon as you’ve spoken to your account manager and your private jet charter request has been qualified, the sourcing team steps in to help find you the best available options. Information such as the number of bags, dogs (and their weight), and the number of passengers travelling can determine which aircraft is most suitable based on the client’s needs. Our dedicated sourcing team have a deep understanding of the nuances that come with chartering all kinds of aircraft around the world such as specific runway lengths, airport restrictions, permitted lead times and pet-approved airports.

The team also has great relationships with the operators to help negotiate pricing. Having a dedicated sourcing team alleviates any pressure on the account managers so that they can focus on looking after their clients. The core objective is to support the account managers and complete individual requests within 3 hours. Speaking on behalf of the department, Thomas Treen, Senior and Commercial Operations Executive states,

“The department has evolved over the last 12 months by having dedicated members working on aspects outside of the main sourcing role…”

…”For example, making changes and improvements to any tech aspects of the CRM, updating fleet info, Aircraft Operator Certificates (AOCs) and insurance docs. The UK team has also expanded resulting in higher capacity to work on more requests daily. Visits have also been made to operators which improves relationships and understand how each operator works on a day-to-day basis.”

Flight Management Team

Once you’ve chosen the ideal aircraft from your proposal and the aircraft has been secured, the flight management team steps in to take control of the flight logistics. From catering and ground transportation to slots and weather updates, they oversee everything from the point of booking through to post-flight to make sure the entire journey runs smoothly. Having a dedicated flight management team ensures that each flight is treated with the utmost care and diligence. Each member of the team proactively works to obtain slot confirmation, tailor onboard catering, and coordinate onward travel such as ground transportation. Thianna-May, one of our Flight Management associates explains,

“The importance of a dedicated flight management team really comes into play not just when the flight goes well, but when we’re faced with unforeseen disruption (which is inevitable in aviation)…”

…”Because of our contacts and specialist industry knowledge of operational procedures, we are able to promptly reach suitable solutions with minimal disruption to the client.”

The Flight Management Team are constantly reviewing and developing processes and communications, as well as utilising new tools, practices and platforms. The team continues to grow in numbers so there’s no doubt that you’ll see plenty more innovation.

To learn more about our business model and how it can work for you feel free to email us at info@flyvictor.com