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· Customer's Name & Contact no
· Date of trip
· Route details
· Load details
· Timings
· Alternative action if diverted
The last one is quite important, as
you will quite often have to make
that decision on their behalf, and the
more knowledge you can get before
you go, the better you will look if
things go wrong.
This information (and more) is put
on the Flight Brief, a document you
get before you take off telling you
what you're going to be doing. The
charterer shouldn't be expecting a
48 Operational Flying
service that's illegal or unsafe—the
most common is landing without
permission ("It's alright, he's a friend
of mine") and flying overweight
("We got it all in last week"), not to
mention bad weather at the
destination ("I can see the end of the
garden"). It's too easy to get a
reputation as a cowboy company
when attempting to give customers
what they want, and they’ll drop you
in it if something happens, so why
bother? Actually, whilst on this
subject, if a customer insists the last
pilot managed to do the job, check
that he wasn’t using something a lot
bigger (“Oh yes, now you mention
it, it was an Astar” Duh).
When quoting, try to give the
information they want, so they will
be less likely to go elsewhere. If you
have to call back, do so within, say,
15 minutes. Always ring back when
you say you will, even if it's just to
say you haven't got the information
yet—it's all salesmanship! Quotes
should be valid for about 7 days,
because things change, as if you
didn't know already.
Invoicing is based on flight times, so
keep them and costs down, which is
as much for the customer's benefit
as yours. It's hard enough to sell
flying, but once you start the addons,
they often start to back off.
Normally, just take the hourly rate
and multiply it by the flying time,
rounded up to the nearest 5 or 6
minutes (the latter for decimal
accounting). The aircraft speed for
flight planning purposes should be
in the Flight Planning or Technical
section of the Ops Manual, and
hourly rates should be on a chart in
the office. Some companies have
precalculated figures for frequent
destinations in a spreadsheet or on
the wall somewhere. You will then
need to add up everything else that
costs money, namely landing fees,
handling charges, Customs/Special
Branch etc., not to mention
purchase taxes, except for foreign
trips and those in aircraft with more
than 12 seats, which are exempt
(more details on going overseas later,
but don’t forget to claim the fuel
drawback).
Payment should be made in advance,
as it would be if they went by train,
though some approved customers
may be invoiced afterwards, but
even then a written or faxed
confirmation of the booking, or the
equivalent of a purchase order is
required. This next bit is VERY
important: The more rush on the part of
the customer, the greater must be your
insistence on payment first!
If they can’t pay in advance (no
credit cards, cheque book eaten by
the dog, whatever) politely refer
them somewhere else; you won't
look very good if you incur a bad
debt, as, once the panic's over, they'll
likely complain about the weather,
service, etc., and make every excuse
not to pay. The Company should
accept all major credit cards anyway.
Tip: Some customers say they're
going to put a lot of work your way
and want a discount as a result.
There's nothing wrong with that, it's
normal business practice, but don't
give the discount straight away,
otherwise you'll find they have only
one or two trips and disappear,
effectively getting cheap flying. The
best way to deal with anyone who
may be half-serious is to give a
retrospective discount, such as every
Operational Procedures 49
13th hour free, or a cheque for 10%
of the money spent every fortnight.
If he's any sort of businessman, your
customer will understand. If he
doesn't, then he may cause other
trouble as well, like arguing about
the bill. For photographers, take the
money first and refund it when their
stuff is published.
When invoicing, have some sort of
system where the customer signs for
the flying received so there’s no
argument later.
There may or may not be a
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