Jets.com is launching a new client experience division based on the Dreamweaver service model pioneered by Eleven Madison Park.
Jets.com has named Benjamin Acker as vice president of client experience.
It’s a new position for the company.
It coincides with the launch of a dedicated client experience department.
Co-founder Edgar Alacan says, “We built Jets.com on the belief that private aviation should feel personal.”
Alacan added, “The client experience team is the next evolution of that vision.”
He continued, “We’re confident Benjamin is the right leader to take this forward.”
The new team will operate as a 24/7 concierge team.
Experienced private aviation professionals will staff it.
The team will support and enhance existing client services “by strengthening operations and ensuring every flight is safe, seamless, and exceptional from start to finish.”
The company says the move was “inspired in part by the legendary dreamwever model of anticipatory hospitality at NYC’s iconic restaurant Eleven Madison Park.”
At Jets.com, “The division will focus on proactively meeting client needs and delivering thoughtful, personalized touches to turn a well-run flight into an unforgettable one.”
The Dreamweaver approach has been called “unreasonable hospitality.”
A famous example occurred when restaurant staff went out and purchased a child’s stuffed animal after overhearing a guest say they had forgotten to do so.
Acker brings more than a decade of experience, including Magellan Jets and, most recently, Mike Goulian Aviation.
Acker says, “I’ve built my career at the intersection of high-touch hospitality and aviation operations, and Jets.com is exactly where those two values converge at scale.”
He added, “I’m thrilled to contribute to this shared purpose.”
The client experience team is set to launch later this year.
Last year, Jets.com added a partnership director role.
It also rebranded last year.
The company was founded in 2008.
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