NetJets Base Case

By Mel Duvall  |  Posted 2003-12-01 Print this article Print

The secret of how one airplane service profits by catering to the needs, wants and whims of a well-heeled clientele.

NetJets Base Case

Headquarters: 581 Main St., Woodbridge, NJ 07095

Phone: (732) 326-3700

Business: Offers fractional ownership of business jets. Operating fleet of some 500 planes, making more than 250,000 flights a year.

Chief Executive Officer: Richard Santulli

Chief Information Officer: Mike Midkiff

Financials in 2002: About $2 billion in revenues. The Berkshire Hathaway subsidiary doesn't release profit and loss figures.

Challenges: Push information on customers' needs out to pilots and flight crews. Create discernible value for private-charter services at a time when commercial airlines are slashing fares to attract fliers.

Baseline Goals:

  • Reduce telephone calls to Columbus, Ohio, operations center by at least 25%, to save $2 million a year.

  • Increase efficiency by at least 20%, by automating processes that let customers change meal orders, hotel reservations and other aspects of their travel.

  • Improve customer service, to maintain or increase perceived value of fractional jet ownership.

  • <1234
    Contributing Editor
    Mel Duvall is a veteran business and technology journalist, having written for a variety of daily newspapers and magazines for 17 years. Most recently he was the Business Commerce Editor for Interactive Week, and previously served as a senior business writer for The Financial Post.


    Submit a Comment

    Loading Comments...
    eWeek eWeek

    Have the latest technology news and resources emailed to you everyday.

    By submitting your information, you agree that baselinemag.com may send you Baselinemag offers via email, phone and text message, as well as email offers about other products and services that Baselinemag believes may be of interest to you. Baselinemag will process your information in accordance with the Quinstreet Privacy Policy.

    Click for a full list of Newsletterssubmit