Nearly 600 Private Jet Card Comparisons share their comments on leading jet card and fractional private jet programs. Here’s what you said.
An analysis of annual subscriber survey comments sheds light on how private jet flyers view the leading providers in the industry.
The anonymized responses provide insights into the perceived strengths and weaknesses of top players, including NetJets, Flexjet, Sentient Jet, Wheels Up, FlyExclusive, and others.
While only a subset of subscribers left written feedback, the comments, analyzed using AI for thematic consistency, reveal sentiment patterns that can help current and prospective flyers make informed choices.
The survey was conducted in July and August 2024, with the next edition set to go into the field next month.
Respondents were asked to detail their experiences with providers over the previous 12 months.
As we prepare for this year’s survey, here is a look in the rearview mirror.
NetJets received a high volume of both praise (91.7% of its customers rated it as Excellent or Very Good in the survey) and criticism.
Longtime users, including one who started with a 25-hour card two decades ago, reported deep loyalty and growing usage, some flying 75 hours annually.
Customers cited NetJets’ financial stability, backed by Berkshire Hathaway, as a significant advantage, especially in an era of aviation uncertainty.
Reliability also earned praise, particularly the operator’s ability to recover flights quickly when mechanical issues occur.
Yet, ironically, those same issues—frequent delays—drew criticism.
Several users noted that while recovery aircraft were quickly available, the number of mechanical problems seemed inconsistent with NetJets’ premium pricing.
Some cited improved reliability following the resolution of pilot contract disputes, but frustration remained.
Pricing and billing accuracy were other pain points.
A handful of users have reported billing errors and voiced concerns over the perceived value, particularly as prices have increased in recent years.
During the COVID-19 pandemic, some customers expressed dissatisfaction over service limitations, prompting a switch to Flexjet or other alternatives.
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Sentient Jet received strong praise for its customer service, which many described as “outstanding.”
Customers appreciated the company’s reliability and responsive approach, particularly in comparison to competitors.
Sentient’s transparent pricing was another bright spot.
It received the highest Excellent/Very Good ratings of any broker jet card program.
However, a recurring concern was the age of aircraft.
Several users have noted that the cabin interiors have become noticeably older over the past three years.
Others flagged a limited range of aircraft, especially for larger parties or long-haul travel.
While some worried about broader industry instability, few tied those concerns directly to Sentient’s operations.
Sentient is part of Flexjet, Inc.
Despite higher pricing than some competitors, customers indicated that Sentient’s consistency and service justified the premium.
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Wheels Up saw both applause and alarm from subscribers.
Initially praised for its accessible King Air fleet and flexible short-haul pricing, many users expressed concern about recent operational issues, financial stability, and inconsistent service.
Several users reported that reliability improved under Delta’s ownership, yet delays and mechanical issues continued to be recurring themes.
Some reported last-minute cancellations or flight substitutions, with one describing a multi-hour delay and a downgraded aircraft.
Service decline following the Delta Private Jets acquisition in 2020 was a common complaint, with users citing errors in scheduling and equipment mismatches.
Financial confidence was also a sticking point.
Customers voiced concern about prepaying large deposits, considering the company’s well-documented financial restructuring.
As a result, many said they had moved their business to Sentient Jet, NetJets, and others.
Still, Wheels Up saw a 50% increase year-over-year in subscribers who gave it positive ratings.
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Flexjet emerged as a strong performer among survey respondents, with 95.8% of respondents giving it Excellent or Very Good marks.
Several customers who switched from NetJets praised Flexjet’s lower delays and improved customer service, calling the experience “flawless” in some cases.
Fractional ownership customers were delighted with the flexible use options.
Minor operational issues were reported, including occasional mechanical delays and aircraft changes, but these were infrequent and considered less disruptive compared to those of competitors.
However, even loyal customers expressed concern about rising costs, an industry-wide challenge.
Some said pricing was nearing a threshold that may force them to reevaluate their commitment.
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FlyExclusive received mixed reviews, although 81.8% of respondents rated it as Excellent or Very Good.
Its competitive pricing and large fleet were viewed as its biggest positives.
Respondents described the service as easy to use.
But several others raised concerns, particularly after the company went public.
Customers cited concerns over declining service quality, perceived prioritization of cash flow over customer satisfaction, and inconsistent aircraft experiences, such as spotty Wi-Fi or mechanical delays.
One user noted that while aircraft were generally clean and new, operational inconsistencies had led them to explore other options.
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Nicholas Air drew strong support for its clean fleet, owned private jet model, and company-employed pilots.
Repeat customers praised the service, describing it as consistent and professional.
Still, communication issues cropped up in the feedback.
Delays in explaining fuel surcharges and landing fee hikes were frustrating for a few users.
Others expressed concern about the flexibility of aircraft access, prompting some to consider alternatives or even owning their aircraft.
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XO and its sister company, VistaJet, received fewer comments than other private jet flight providers, although the sentiment was mostly positive.
VistaJet was praised for international service, particularly in Europe, though detailed feedback was sparse.
VistaJet received positive feedback for its European operations and long-term membership programs.
But users also noted recent delays, financial transparency concerns, and high pricing as reasons to potentially not renew.
One commenter labeled VistaJet’s financial positioning as “sketchy,” reflecting broader anxieties about the provider.
Jet Linx users appreciated the private terminals but reported reliability issues in specific markets.
Jets.com stood out for positive reviews despite being less well-known.
Customers cited excellent service and a sense of personal attention, although limited brand recognition may be holding it back from broader adoption.
Magellan Jets and FlyAlliance also received light but favorable comments, with both recognized for delivering value but lacking in broader visibility.
OneFlight International, also known as BAJit, garnered mixed reactions.
Customers appreciated strong promotional offers, such as a 30% bonus credit on a $100,000 jet card.
However, frequent sales outreach raised questions about the company’s financial stability, with some viewing its persistent marketing as a red flag.
PlaneSense earned praise from users who appreciated its fractional ownership model for the Pilatus PC-12 and reliable service.
It drew a 100% Excellent/Very Good Rating for the third consecutive year, albeit on a limited volume.
Similarly, Airshare’s day-based pricing and flexible jet card options were well received.
Users seemed generally pleased, though some remained cautiously optimistic about the company’s recent private equity acquisition.
Across all providers, several themes consistently emerged: concern over rising prices, a desire for consistent service, and confidence in financial stability.
While major brands like NetJets and Flexjet maintain strong reputations, they are not immune to critique, particularly on costs and occasional service lapses.
Meanwhile, smaller or newer providers have found loyal niches but must prove themselves in terms of consistency and trust.
The results serve as a timely reminder that even in private aviation, loyalty can shift quickly, and providers who fail to meet expectations in terms of transparency, service quality, or value may find their customers looking elsewhere.
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