Redefining the FBO Experience

How a Texas FBO went from new on the field at KFTW to #1 in the world

Rarely (do) I assign a ‘5’  to any category at an FBO but American Aero is clearly one of the best… Customer service for aircraft of any type is unparalleled and the attention to detail is second to none. Top notch service from a world class facility!” – AIN FBO Survey Customer Comment

Each year, Aviation International News (AIN) ranks more than 4,500 FBOs throughout the world based on customer service, facilities, and amenities. When American Aero took over the #1 spot worldwide in 2020, AIN dubbed the relatively new-to-the-field FBO at Meacham International Airport (KFTW) in Fort Worth, Texas, a “force to be reckoned with” in the aviation industry.

That is exactly the reputation the American Aero team works to earn every day. Aside from fair fuel prices and hangar rates, there are essentially two things that set an FBO apart–-the quality of service and the promise of safety for passengers, flight crews and the equipment they hold dear. American Aero leads the industry on all fronts.

Above and Beyond Service

At American Aero, customer service is more than transactional; it’s about building relationships. General Manager Angela Thurmond says that means getting to know customers well enough to anticipate their needs, make them feel at home, and find ways to make sure they feel appreciated. That focus on personal connections is one that Thurmond and her team are committed to building with everyone who taxis onto the FBO’s 11-acre ramp—the largest on the field—or walks into the soaring lobby of the 8,600-square-foot FBO.

Located in the heart of the airport’s terminal building, American Aero offers convenient access to the greater Dallas-Fort Worth metroplex, without the congestion of major airports. Team members are standing by to coordinate travel details.

The American Aero experience also includes a first-class facility with stunning, electrochromic View -dynamic glass windows that automatically tint to reduce heat and glare while maximizing natural light, allowing for a spectacular view of the ramp and Texas skyline. Customers appreciate the well-appointed meeting room, well-provisioned kitchen, and array of drinks and snacks. The FBO also offers a comfortable pilot’s lounge equipped with monitors to watch the ramp and parking lot for incoming passengers, a private shower, and a soundproof sleep room to catch a bit of rest. Add to that wireless fuel meters for precise and instantaneous on-ramp transactions and a 90-second dishwasher to support quick-turn flights, and it is clear that American Aero is a step—or more—above the ordinary.

What really sets American Aero apart, however, is its people – hired as the best of the best, Ritz-Carlton trained and motivated to create an extraordinary FBO experience for passengers, pilots, flight crews.

Customer comments in the annual AIN survey tell stories of a team that will go to great lengths to attend to individual needs, from special ordering a favorite snack to providing courtesy crew cars for overnight travelers. This premier FBO at KFTW is committed to creating the optimal environment for relaxation so that weary travelers are renewed and ready for their next journey.

Leaders in Safety

In 2014, the International Business Aviation Council introduced a stringent new safety accreditation, and American Aero was one of the first FBOs to earn International Standard for Business Aircraft Handling (IS-BAH) Stage 1 and Stage 2. In 2018, it became the first in the world—and it is still one of only a handful of FBOs— to achieve Stage 3 IS-BAH certification.

IS-BAH registration requires an FBO to undergo a rigorous audit of its safety management systems, emergency procedures, organizational structure, administrative elements, security procedures, training protocols, and operating procedures.

That laser focus on safety is led by American Aero Vice President Bob Agostino, whose 49 years of corporate flight operations experience includes 15 years as the director of flight operations for Learjet/Bombardier, where Agostino created what is now known as the Bombardier Safety Standdown. 

“American Aero has been at the forefront of the industry on safety issues because we believe passengers and flight crews should expect the same level of service and excellence on the ground as they demand in the sky,” said Agostino.

Reshaping an Airport 

American Aero also played a major role in revitalizing Meacham by supporting the development and enhancement of the airport and surrounding community. That renaissance was led by American Aero founder Robert M. Bass, who is also chairman of Aerion Supersonic. As an international businessman and philanthropist, Bass spent much of his life traveling and visiting FBO’s throughout the world and noted that most were “mundane.” His love of aviation led him to purchase a failing FBO at Meacham and work to create something different and remarkable. He vowed to reimagine the FBO experience to meet the needs of today’s travelers while providing a beautiful gateway to North Texas for private aviation travelers.

To that end, American Aero offers a private screening room and convenient access for the airport’s U.S. Customs office located in adjacent space. The FBO is also an approved gateway for travelers to and from Ronald Reagan Washington National Airport through the DCA Access Standard Security Program (DASSP). In 2019, the FBO was awarded a three-year Defense Logistics Agency contract to exclusively serve all U.S. military flights in and out of KFTW. 

American Aero also has three flight safety master-rated Gulfstream technicians and Dassault Falcon Jet-experienced technicians on staff. With a full complement of ground service equipment, the FBO is set up to facilitate line maintenance and servicing of both aircraft.

#1 in the World 

American Aero has been ranked in the top 5 percent of FBOs in the AIN survey since opening the doors to its new facility in 2017, and for four consecutive years a team member has been recognized in the elite list of AIN’s “Above and Beyond” survey category.

When the FBO hit the #1 spot worldwide, employees felt a sense of pride for the role they play in transforming the 91-year-old airport – and the entire North Texas area – into a destination of choice for local, national and international travelers. Everything about the FBO is designed to raise the bar and create an unforgettable experience because, in the end, the American Aero team reflects the values, environment, and welcoming spirit of Fort Worth.

“We are leading a renaissance of the customer experience in private aviation, both in the air and on the ground.” Bass explained. “We will not let down in our mission to set the bar higher for private aviation ground handling and seek new ways to redefine and enhance the FBO experience.”

“What that looks like in the next five to 10 years is yet to be seen,” added Thurmond. “But American Aero will continue to lead by delivering a truly exceptional experience – every day with every person who walks through our doors.”