Essential Flight Line Operations: Safety, Service, and Efficiency
Essential Flight Line Activities
What are some activities that take place on the flight line?
Fueling, repositioning aircraft, line maintenance (sometimes), aircraft servicing (lavatory, pre-heat, cleaning, etc.), and passenger transportation.
The Importance of the Flight Line
It is generally the first impression your customer will have of your operation.
Key Aspects of a Well-Managed Flight Line
- Courteous personnel, regardless of pilot
- Prompt service: Have aircraft fueled and ready (i.e., preheated)
- Efficient operations: Minimize passenger delays, especially during fueling
- Attention to detail: Address fuel spillage, clean windows, etc.
Flight Line Operational Considerations
- Do line personnel monitor the tower?
- Are personnel equipped with radios to communicate with the front desk?
- How will you attract flight crews to your ramp? (Flagman, “follow me” truck, etc.)
- What transportation arrangements have been made for passengers and flight crews?
Important Flight Line Layout Considerations
- Visibility for landing traffic
- Well-marked areas
- Well-maintained pavement, stripes, and ropes
- Plenty of space
- Clean appearance: Discourage poorly kept aircraft
Flight Line Training: Safety First
The flight line can be a hazardous place, so proper training and protection are a must:
- Awareness of ramp hazards: jet blast, noise, visibility, protection from the elements, protection of passengers, fire hazards (i.e., cell phones), proper grounding/bonding procedures, and spillage procedures.
- Training in: correct fuel grade/aircraft identification, fuel fill systems, ATC phraseology, and hand signals.
MOGAS (Auto Fuel) Considerations
- Use only in low compression engines.
- Must see placard before fueling (STC).
- Very susceptible to contamination/moisture.
- Shorter storage life, varnish.
- Quality harder to control (Major Companies only).
- May be a large source of revenue.
Self-Refueling Practices
Individual:
- Hazardous, outside only.
- Spillage destroys asphalt over time.
- The airport should have a policy and can charge a flowage fee.
Corporate: Turning to self-fueling for several reasons:
- Lower cost
- Reduced fueling errors
- Less time consumed
- More control/security
*This can be discouraged by quality service.
Self-Serve/Pay at the Pump Advantages at FBOs
- Fuel available at all hours for convenience.
- Less cost to the customer.
- Can be a selling point for your operation.
The Front Desk: Your Operation’s Nerve Center
The interface between the general public and aviation.
Front Desk Considerations:
- Neat, orderly appearance
- Full-time attentive personnel
Duties of the Front Desk Attendant
- Financial transactions for all operations
- Unicom operation
- Arrange aircraft movements
- Direct customers to the proper place
- Arrange ground transportation/lodging
- Keeps guest log*
*Should be a good people person.
Other FBO Customer Facilities
Lounge/Restroom Facility
- Comfortable couches/recliners
- TV
- Books/Magazines
- Quiet/Dark Atmosphere
- Phones/Internet connection
- Restrooms should be clean
Flight Planning Area
- Wall Chart
- FSS phone with instructions
- Big table
- Online weather/flight planning service
- PC with internet connection
- Facility Directory: AOPA, JEPP, ACUKwik