Airshare today announced the hiring of Kate Gruell, a former executive with Marriott International and its Ritz-Carlton luxury hotel brand. She joins as senior vice president, experiences.
It also added Brian Randow, who most recently was Vice President of Operations at iAero Airlines, as vice president of operations.
According to a press release, “These new additions represent Airshare’s continued dedication towards maintaining their exceptional level of customer service during a historic period of growth for the company.”
A survey of Private Jet Card Comparisons found that 43.9% of over 570 respondents said they had experienced delays, cancelations, or service lapses, up from 21.1% last year.
Gruell has spent her entire career in the hospitality industry, developing expertise in enhancing the customer experience and optimizing programming, technology, design features, and brand loyalty.
In her most recent position at Marriott, Gruell designed and executed customer experience initiatives for over 7,000 hotels worldwide across multiple brands.
She fills a newly created role at Airshare, overseeing all aspects of the customer journey for their fractional, whole aircraft management, and charter customers.
She will also assist in evolving and promoting Airshare’s family-oriented culture to attract and retain the best talent in private aviation.
Gruell will report to CMO Andy Tretiak.
“I am thrilled to join a company that shares the same passion for creating outstanding customer experiences as I do,” said Gruell.
She adds, “I believe each touchpoint during a customer’s journey with us should be special and meaningful. Airshare has tremendous potential to become even more synonymous with a best-in-class experience for customers and to become even more well regarded as a great place to work.”
Randow is an aviation veteran who served in several executive positions before joining Airshare.
While VP of Operations at iAero Airlines, he restructured the company’s Operational Control Center, dramatically increasing efficiencies for their 737 and 767 aircraft fleet.
His team was responsible for up to 600 flights daily for distinguished clientele, including professional and collegiate sports teams, the United States Government, and prominent cargo companies. P
Previously, Randow was COO for Trans States Airlines, CEO of Ameriflight, the county’s largest Part 135 cargo airline, and COO of Compass Airlines.
As VP of Operations for the company, he will be responsible for improving operational efficiencies associated with crews, aircraft, and management. Randow will report to COO Alex Franz.
John Owen, President & CEO of Airshare, adds, “Since our customer base has grown significantly in the last couple years, it’s critical that we be proactive in maintaining and advancing our industry-leading experience for customers in every solution we offer.”
Last year Airshare added the Bombardier Challenger 350 to its lineup and has six in its fleet with options for 14 more. Its day-based fractional offerings include the Embraer Phenom 300 and Phenom 100. Its jet card program remains on hiatus.