Many FBOs that did particularly well in this year's EBAN survey have used the global economic downturn as an opportunity to win new business, develop facilities and refine customer service.

The winner, Gozen Air Services whose Ataturk, Istanbul, operation was up from 14th to first, reports becoming the first FBO in Europe to offer three hotel rooms inside its hangars along with Wi-Fi, satellite TV, shower, laundry, kitchen and secretarial facilities. Gozen warns that 2010 could be a bleak year for the region although the general aviation industry is seeing signs of stabilisation. But it points out that Istanbul will gain from being the European capital of culture, benefiting from cultural, artistic and sporting events including the FIBA 2010 World Basketball Championship and Formula 1 as well as many concerts.

Gozen expects to expand operations to more airports. It has already added Trabzon, Isparta Sueleyman Demirel and Eskisehir Anadolu, taking the total number of licensed locations to 16 airports in Turkey. It is also building on becoming the first member of Avitat in the region.

Gozen, which took the top honours replacing five times winner Mallorcair which dropped to 16th despite maintaining high standards, is investing especially heavily in staff training and facilities. It says the company is currently working on a new CRM project and ISO 9001-2008 Quality Management System Certification period which is scheduled to be finalised in the first quarter. "In 2010 new and unique training for vip handling will be given to our entire staff in order to keep the satisfaction level of customers always at the top," it adds.

ExecuJet Europe, whose Zurich facility came second, won the Europe-wide tender to handle all business aviation movements at Berlin-Schoenefeld and reports enhanced efficiencies from an upgrade to its web-based FBO One system. It also increased its personnel at Zurich and Duebendorf to handle the additional demand generated by business jets that arrived at Zurich for the World Economic Forum (WEF) at Davos, Switzerland, from 27th to 31st January. ExecuJet had again secured an exclusive agreement with Duebendorf airport, the military-owned airport located just 5 nm north of Zurich.

"One of the key considerations in the redevelopment of the crew lounge was to provide suitable facilities for relaxation, satisfying the need of pilots to rest and prepare for their flights. It's part of our drive to deliver the best service level possible - to crew and customers," says ExecuJet's Nicole Gut.

ExecuJet reports that its business aviation traffic has significantly increased since October/November. ExecuJet is upgrading the latest web-based FBO One system, developed by Amsterdam Software and tailored for use by FBOs. Zurich goes live in February, followed by Berlin-Schoenefeld and then Dubai International. Gut says: "The intuitive system interface supports all stages of the service process from handling requests and performing line service actions, to customer care."

The Munich operation of Signature Flight Support came third but SFS's overall popularity is illustrated by the fact that it had another four in the top 25 - Southampton (10th), London Luton (11th), Paris Le Bourget (23rd) and Athens (24th). Initiatives in 2010 include a trial by Signature Flight Support Corporation and the UK Border Agency of an innovative immigration initiative at London Luton for private and business aviation travellers.

Harrods Aviation, whose London Stansted operation came fourth, up from eighth last time, and London Luton, a creditable 13th compared to 22nd, credits staff as well as facilities.

A Harrods Aviation spokesperson says: "Our staff continuously strive to ensure they go that extra mile to exceed our customers' expectations. This dedication to customer service, alongside the investment in our newly refurbished facilities, is our winning first class combination."

Stansted says: "The result is down to our staff. At Stansted we are very experienced and appreciate the needs of the customer. Recently refurbished, exacting facilities offer crews and passengers more comfort and luxury than ever before. We are very fortunate at Stansted to be able to offer our first class service to any type of aircraft, from light jets to wide body."

Luton says: "We are continually striving for excellence and that is reflected in the score. Our staff are motivated to do even better next year, and we believe that the recent introduction of the only on-site immigration service at Luton will be a winning factor going forward."

Concierge boost

TAG Farnborough, which is consistently popular with EBAN readers although coming seventh this year compared to second last time, bills itself as Europe's only dedicated business aviation airport, offering a full service for passengers, crew and aircraft. Brandon O'Reilly, ceo, says improvements for 2010 will include increasing the staff of the successful front of terminal concierge service. "Customers tell us this is a valuable service and makes them immediately feel welcomed and taken care of," he says.