Overview

Carlsbad Jet Center (CJC) and Sonoma Jet Center (SJC), two Fixed Base Operators (FBOs) operated by Sonoma Aviation, stand out in the aviation industry by seamlessly blending exceptional customer service with a strong safety culture. Sonoma Aviation FBOs represent a model of operational excellence, offering a service experience that is second to none for business aviation operators. By embedding safety into every facet of their operations, these FBOs not only meet but exceed industry standards, fostering a culture of continuous improvement and team member engagement that benefits both customers and staff.

Challenge

In an industry where safety is paramount, Sonoma Aviation recognized the need for a more modern and efficient safety management system (SMS) to proactively address safety concerns and improve operational procedures. They also sought to differentiate themselves through their commitment to safety and superior customer service, aiming to attract more charter operators and reduce team member turnover.

Solution

In 2018, Sonoma Aviation adopted the VOCUS SMS, a modern safety management system that replaced outdated pen-and-paper reporting with a digital platform that allows employees to report safety issues directly. This approach put safety management in the hands of team members and visitors alike, empowering them to identify problems and suggest improvements in real time.

• Adoption of VOCUS SMS: This system provides safety insights and data that are used for informed decision-making at both FBOs. With VOCUS SMS, both locations receive an average of 175-200 reports annually, helping them identify and resolve safety concerns before they become larger issues.
• Safety Improvements: The VOCUS system has led to significant process changes, including improved towing procedures, improved injury tracking process with injury forms packet, better security practices, and standardized equipment usage. For example, one key safety improvement included changes to aircraft taxiing procedures to minimize risks on FBO ramps.
• Safety Meetings and Employee Engagement: Monthly safety meetings include not only Sonoma Aviation team members but also tenants and other stakeholders, creating a transparent, collaborative environment for discussing safety insights and improvements. These meetings encourage a "just culture," where lessons learned from safety reports are used to refine processes and ensure everyone is aligned on best practices.

Results

• ISBAH Stage 3 Certification: Both CJC and SJC achieved the highest level of certification from IBAC’s International Standard for Business Aircraft Handling (ISBAH), confirming their commitment to maintaining a high-functioning SMS that fosters continuous improvement.
• Increased Aircraft Operator Inquiries: As a result of their safety management practices, both FBOs have seen more aircraft operators, including charter and sophisticated Part 91 flight departments, vetting their services with an emphasis on the quality of their SMS. Many clients have remarked that the SMS at CJC and SJC is on par with their own, further validating the FBOs’ safety and operational excellence.
• Low Employee Turnover: With safety as a core value from the moment of onboarding, both locations have seen minimal employee turnover, with the lone exception being staff members moving on to other areas of the aviation industry, such as piloting. This consistency has contributed to strong teamwork, refined processes, and high-quality service, all of which contribute to the positive customer experience.
• Customer Service Excellence: The safety culture at CJC and SJC translates directly into the customer experience. Visitors are greeted with outstanding customer service from the moment their aircraft arrives, and they can feel the focus on safety and quality in every aspect of their visit.

Conclusion

By integrating a robust safety management system with a culture of customer service excellence, Sonoma Aviation’s FBOs: Carlsbad Jet Center and Sonoma Jet Center, have established themselves as leaders in the FBO industry. Their proactive approach to safety, team member engagement, and continuous process improvement has not only ensured the highest standards of safety but also set them apart as preferred partners for their aviation clients. 

Says Josh Hochberg, CEO of Sonoma Aviation: “We’re delighted by the return we have received from our investment in a safety culture whose centerpiece is the VOCUS SMS. The result is a seamless experience that customers can trust, from landing to takeoff.”