A strong showing from Scandinavia has been seen in this year's FBO survey, and Danish operation Roskilde Executive Handling narrowly missed out on top honours for 2014. FBO manager Berit Jørgensen is nonetheless delighted, having witnessed her operation climb five places from last year. “When I found out we had come second I had a very big smile on my face, jumping around a little bit, and then I started calling my boss! I was extremely happy, let's put it that way,” she says.

“Of course you always want to be number one and not number two, but we were first time on the list last year when we came seventh. Now we are second and are really pleased. It gives us something to work for next year.”

Jørgensen is pleased that the winner was Scandinavian: “I know that Grafair do a very good job and we are actually quite similar to them. I'm so proud that it is two Scandinavian companies that are first and second. It shows that pilots and passengers really appreciate what we do.”

According to Roskilde Executive Handling, which has been operational since 2003, the Scandinavian FBO environment is extremely 'cosy' and adopts a down-to-earth approach. In Danish we have a saying that we 'walk in to people', meaning that we are very natural, and constantly smiling.

“Our facilities here are very, very nice but it's not something with lots of fancy adornments. We take a homely approach.

Pilots tell us that they really like to come here – it makes them feel at home and they can relax and do whatever they want here.”

She started at the Copenhagen-based facility in June 2012, giving her only half a year to work towards seventh place. This time around she has had a whole year with the team to ensure that 'guest' satisfaction – Roskilde never refers to its clientele as customers – is utmost in their minds. As to the employees, Jørgensen congratulates all of them, but does single out one staff member for special praise: “I do have one very close employee, Rikke Stehr, who is here with me all day. Before working here she was a flight attendant and she has all of the service attributes with her, plus a winning smile.”

“However everyone, including a lot of temps, do a brilliant job. They carry out their duties without question.”

The size of Roskilde airport allows for a close relationship with other airport departments, including security and baggage handlers. Jørgensen says they often have to be ready at short notice and are fully prepared for this: “As soon as the flight is here the fuel truck has to be on the apron. We have become very good at making this work. When guests are here things run smoothly, and that is important.”

Next year the team will be looking to go one better. “We are already thinking about how we can improve and change for next time around,” Jørgensen continues. One area which is always in focus is the crew lounge. “With pilots sometimes spending an entire day at the airport, we are always on the lookout for ways to make their stay more comfortable and for other sources of relaxation besides the tv or internet. A recent example has been the purchase of a PlayStation with plenty of games.”

It was a struggle for Roskilde to build its reputation in the early days, as it was regularly seen as the 'little brother' to the bigger Copenhagen airport. But with traffic ever on the increase and the high placing in this survey, the rest of Europe would be well-advised to pay attention to the Danish example.