Smaller FBOs took this year's EBAN survey honours by storm although TAG London Farnborough again proved that companies with very much larger throughput can compete through a combination of top facilities and high service standards.

But third-placed Multiflight (Leeds Bradford), and joint fourth-placed Aviation Beauport (Jersey) and Eccelsa Aviation (Olbia, Sardinia) reinforced the impression, established by the ever-popular Mallorcair over five years, that smaller FBOs are providing an almost unbeatable level of personal service.

Mallorcair was voted best FBO for the fifth year running and TAG London Farnborough preserved its second place but the delight of the top two was at least equalled at Multiflight which moved up to third from 17th last year. The secret of success in gaining the edge in voting is to make pilots and crew feel that the FBO is a home from home and they are welcomed as part of a happy family.

"A strong focus on service and always going that extra mile for clients is what helped secure the Multiflight FBO at Leeds Bradford International Airport third place in the latest EBAN FBO survey," says handling manager Heather Cawthorne. "Being voted third makes us extremely proud and is testament to the dedication and hard work of the Multiflight FBO team and our great attention to clients' needs."

Multiflight's FBO team staff, determined to beat growing competition from airports in its UK catchment region, are prepared to turn personal shoppers for clients. She adds: "Nothing is ever too much trouble for the Multiflight FBO team. They will search the length and breadth of Yorkshire for a particular wine for a client and have even sent a taxi to collect a preferred newspaper when they were unable to locate it locally for another client."

Cawthorne points out: "We are a small, dedicated FBO team and we are able to react and respond quickly to the needs of clients. We do get a significant amount of repeat business and this means that we establish a relationship with clients and many have become Multiflight friends over the years."

But Cawthorne stresses that it is vital to continue to maintain a strong customer focus and offer that personal touch whenever it is required. "We always aim to please and our continuing growth and traffic numbers are an indication that our clients value the quality of service we provide. While many of the flights we deal with are for pleasure and business, we also handle emergency ambulance flights and it is imperative that we offer a responsive service," says Heather.

The Multiflight FBO, which caters for all sizes of aircraft, from light aircraft to vip business jets and 757s, features a dedicated taxiway from the apron and two barrel-vaulted hangars covering 6,300 square metres that are able to house four Boeing 737-800 sized aircraft.

Established for over eight years, the FBO has been transformed as part of a multi-million pound investment by Multiflight and Leeds Bradford international airport on the airport's south side. The facilities were refurbished, providing luxury lounge facilities and the Multiflight cafe bar and the flight training centre were established. "Our third place in the EBAN readers' survey confirms that Multiflight is now one of the finest facilities of its kind in the country," says Cawthorne.

TAG Farnborough, however, proves that the larger FBO can provide the highest level of service despite the challenge of much bigger volumes of business. It is building further on some of the most spectacular facilities in Europe and working hard to gain permission to almost double the limit on its aircraft movements.

Brandon O'Reilly, ceo, says: "The airport's master plan issued for public consultation details the up-to-date history, current operations and economic forecasts. Essentially we are forecasting increasing demand for TAG Farnborough and will make a planning application to our local council during 2009 for an increase to our current limit of 28,000 movements, which we are virtually at now, to 50,000. The decision on any increase is determined by the local council, so it is difficult to tell when a decision will be made but it will not be until 2010 at the earliest."

O'Reilly explains: "The airport/ FBO is special for many reasons, not just one. It's the combination of a "no compromises" service ethos and a bespoke business aviation infrastructure that is integrated - terminal, hangars, engineering, FlightSafety International training centre, Aviator Hotel and of course the TAG brand. We recruit, train and manage our employees to these requirements. This is why a relatively large FBO like ours can be as successful as the smaller organisations."

These facilities, and the no compromise service ethos, enabled TAG Farnborough to compete with the "family FBOs" such as Mallorcair which topped the readers' poll for the fifth year running.