Roskilde Executive Handling is delighted to have come from nowhere to appear in an enviable seventh place. FBO manager Berit Joergensen (above) explains that offering customers a choice of premium and light handling is a strategy that appears to work. "In 2012 we actually had more premium handling flights than in 2011," she says. "We have succeeded in having the same amount of customers even though there has been and still is some kind of economic crisis in this business, but we also see that more and more of our customers choose the premium product."

Joergensen believes that the Copenhagen airport-based facility is known for its excellent and friendly service: "That is for sure one of the things we got good rankings for. Hosting is one of our buzz words and we don't treat customers as customers, but as our guests – this is very important."

Size matters too and, in this case, the small airport delivers flexibility with speedy arrivals and departures.

Joergensen adds: "The crew lounge is in close proximity with our offices and the pilots really like this, sometimes they sit in our office and drink coffee and chat instead of sitting in the crew lounge."