FBO Etiquette

If you’ve ever been to Nantucket Airport during the summer, you’ll understand when I say that it is a crazy place. During the summer months, especially on weekends, the airport is visited by an endless parade of airplanes ranging from the smallest GA airplanes to the biggest private jets.

One sunny Sunday afternoon I was standing in line at the front desk of the Nantucket FBO when the ramp door opened and a very grumpy and entitled man walked in. The man marched right up to the front desk and barked a fuel order at the girl working there, which she mistakenly read back wrong. After yelling at her for her wrongdoing, he announced that he had flown in to go to the restaurant and stormed off to drown his sorrows in fish and chips. Although he was a jerk, his attitude got me thinking about FBO’s and everything that the people who work at them do for us pilots.

For anyone who may not know, FBO stands for Fixed Base Operator. FBO’s can be found at airports everywhere and their business is to provide services such as fuel, hangar space, and tie downs. Bigger FBO’s can offer more services including rental cars, food, maintenance, flight instruction, etc. FBO workers have the ability to make life really good or really miserable for pilots, and, it seems to me, we pilots have the same power over them. Based on my personal experiences and the experiences of some friends who have worked at airports around the country, here are some things to think about next time you taxi onto an FBO ramp.

I’ve divided this article into two sections:

• FBO Etiquette: What can we as pilots do to make life easier for the workers at the FBOs
• FBO Pilot Perks: Ways that FBOs can help make a pilot’s life better (besides basic services like fueling)

FBO Etiquette

Be Polite

Everyone I talked to about their time working at an FBO said that simply by being friendly and polite is one of the biggest ways we can help. Most of the people that work at the FBOs love aviation and likely are working there to be around the industry in hopes of eventually being more involved. The girl working the desk at Nantucket didn’t deserve to be yelled at just for reading a tail number back wrong; don’t forget that “please” and “thank you” are still magic words.

Call Ahead

Whether you are flying to the airport, or you left your airplane at the FBO and you need them to pull it out or fuel it, calling ahead is greatly appreciated. Most FBO’s have a radio at the front desk and have their frequency listed online and in foreflight. Call ahead and tell them that you’re coming, when you’ll be arriving, and what you’ll need when you get there (gas, rental car, taxi..etc). That way they wont feel rushed and you may get what you’re looking for more expediently upon arrival.

Fuel orders

If your fuel order is difficult or confusing (example: 6.54 gallons in the right side and 4.32 in the left) you may be better off just to do it yourself at the self serve. One of the guys I talked to said that he would have pilots ask for extremely specific numbers and then stand there watching, ready to pounce when it wasn’t fueled exactly right. Its also worth noting that fuelers do make mistakes. Its highly recommended to watch and make sure that the correct truck (Jet A or 100LL) is the one pulling up to dispense your gas. Make sure you check that the fuel caps are properly installed before departing. 

Look outside

Taxiing onto the ramp is not the right time to be doing your after landing and shutdown checklists. Wait until the airplane is stopped before taking your eyes off the person marshaling you to your parking spot. I’ve been told that it isn’t uncommon for a pilot to be looking inside while taxiing and it makes the linemen very nervous as they are motioning to the pilot to stop (For those unfamiliar, with lineman hand signals, here’s a helpful link).

Brakes

Unless you have talked to them and get the okay, don’t leave the parking brake on when leaving your airplane at an FBO. Often the lineman will direct you to park upfront to make loading and unloading easy, but if you’re going to stay for a long period, the airplane will need to be towed and parked out of the way. Leaving the parking brake on can make serious headaches for the people trying to organize the ramp after you leave.

Lights

Don’t blind the poor guy parking you by leaving all your landing, taxi, and recognition lights on as you’re pulling into your spot at night. Likewise, when you are ready to leave your parking space, its courteous to signal the person waiting in front of your airplane by flashing one of your lights at them so they know you are ready to be directed off of the ramp.

FBO Pilot Perks

Good parking

This one is pretty basic. I’ve heard through the grapevine that you may get parked in the boondocks as punishment for being rude to the FBO staff. However, if asked, much of the time they can pull your airplane right up front and may even let you pull a vehicle onto the ramp to load people and bags more easily.

Cheaper hotel rooms/ rental cars

Some FBO’s have special rates with hotel and rental car companies around in the area. Although it varies from place to place, you may be surprised with the amount you can save on these travel essentials. I had a flight last week where I called and was given a quote of 185 dollars for a rental car…after telling them that I was parking at the local FBO, I got the special price of 125. Check with the FBO you will be stopping at for any of their current offerings.

Fuel discounts

Sometimes the price of fuel or the minimum uptake to waive the fees can be negotiated.  Sometimes, the fees may be forgotten entirely. If you are unable to take the minimum amount of fuel to waive the landing or ramp charges, tell them what you can take and you may be pleasantly surprised with the response. Its not uncommon with our Bonanza that even though the “minimum” may be 20, I can waive the fees by up-taking 10 or 12 gallons instead.

Points/ Rewards cards

Some FBO’s offer incentives to pilots for buying gas. Many of the rewards programs are free to sign up for and will pay the fuel purchaser cash based on how much fuel they buy over a specified time period.  I am a member of the Avtrip program which rewards fuel purchases at Avfuel airports with points that are redeemable for money. Avtrip is just one example of an FBO fuel rewards program; if you fly regularly, it may be worth looking into whether or not there is a fuel rewards program you can take advantage of.

Crew Cars

Most FBO’s have cars designated for use by the pilots. They are extremely nice for going to get lunch or taking care of whatever short errands you may need to run around town. Most crew cars are limited to about 1-2 hours of use, but they can often be loaned out longer based on the discretion of the people working the desk. On a few occasions, I’ve had the cars loaned to me for longer, even over night, by the nice people at the FBO (They always appreciate pilots splashing a few gallons of auto gas into the cars while they are out, too).

FBOs and the services that they provide are invaluable to pilots, both commercial and private. If we as pilots are willing to work with the linemen and service reps we can make both our lives and their lives easier. Remember to be polite and don’t be afraid to ask if you need something….that’s what they’re there for!

Andrew Robinson is a 135 Charter Pilot and flight instructor who lives with his wife and 2 daughters in Pennsylvania.  He flies Pilatus PC-12s and instructs in Beechcraft Bonanzas.