Jets.com is offering $10,000 in credits to current jet card members for new member referrals and $10,000 in cash for all new card referrals.
Jet card clients at Jets.com can look forward to a new way to book flights and a more consistent experience, the company’s top executives say.
The four partners spoke to Private Jet Card Comparisons on the sidelines of a corporate retreat in Boston last week.
However, you won’t be seeing ambassadors or flashy ad campaigns.
Instead, the company is investing in people and technology.
Jets.com is rolling out a 12-person client experience team under Benjamin Acker, announced in April.
The client experience team will take over coordinating trip elements previously handled by brokers.
That includes catering, ground transportation, tracking flights on departure day, and communications to preempt potential issues.
Co-founder Damian Klinger (pictured, middle right) says since joining, Acker has been recruiting team members and rolling out the service gradually, preparing for a full implementation in early 2027.
He says the detailed, process-based approach will ensure consistency, rather than having individual brokers responsible.
Co-founder Edgar Alacan (far left) says a key element will be the Dreamweaver approach made famous by Eleven Madison Park.
The goal is to provide a more personalized approach taking into account why each client is making the flight.
That might include arranging for Cinderella to meet a family arriving in Orlando at the airport for a visit to Disney.
Alacan says:
‘Clients expect to get from point A to point B, on time, on a nice plane. That’s all expected. Everything else we can include that is the unexpected that they like, those touch points that make them say, ‘That was a great experience.’ Hopefully, they will spread the word about the experience to their friends.’
For brokers, having client experience teams means they will have more time to do meet-and-greets at the FBO when their clients are traveling.
“Once you put a name, a face to a name, you create that friendly relationship with that client,” Alacan says, adding, “If it’s just transactional, it’s very easy to fire that person, right? It’s difficult to fire your friend, if you will.”
On the technology side, Jets.com is adding features to its app.
The app already lets customers request and manage flights, get real-time updates, add passengers, luggage, and pets, view itineraries, and check Jet Card balances.
However, next up is a speak-to-book feature powered by artificial intelligence.
Alacan says it will be ready by year-end.
Also new is a referral program.
Jet card members get $10,000 in flight credits for each new jet card customer they refer.
Beyond that, the company is offering $10,000 in cash for any new jet card client they refer.
The owners, including Co-founder Manni Scarso (middle left) and Chief Operating Officer Dan Satturland (far right), say their decision to invest in the experience team and offer the referral bonuses is a trade-off for eschewing ambassadors and high-profile ad campaigns.
Satturland, who oversees scheduling and the Private Jet Center, the Part 135 operator the company bought in 2021, says the goal for there is measured growth.
Private Jet Center is based at the Zelienople Municipal Airport near Pittsburgh.
The ARGUS Platinum operator currently has 12 aircraft.
Satturland says only about 25% of its revenue comes from Jets.com, with the rest coming through the wholesale market.
The fleet ranges from Citation light jets to supermidsize Sovereigns and a Gulfstream G280.
Six Citation XLS series midsize jets make up half the fleet.
Satturland says the fleet could grow to around 20 aircraft in the next 18 months.
While the executives say Jets.com is on track to near $200 million on the top line this year, the three co-founders still strive to keep the personalized touch that attracts flyers to smaller companies.
Each started in the industry as charter brokers.
They also still carry their own book of business.
On the company website, their profiles include their direct emails.
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