The Spirit ofCustomer Service

Spirit of Customer Service: Bespoke Customer Service Experience

OUR TAILORED APPROACH DELIVERS A BESPOKE CUSTOMER SERVICE EXPERIENCE

Quality and integrity underpins everything we do and we strive to maintain long-term relationships with our valued clients by delivering on our promises and offering independent and impartial advice.

Our in-house expert teams are solution-oriented and focus on delivering bespoke, high-value service around the clock to all their clients, no matter where they are in the world.

You will have direct access to a key senior manager of the company who will always be on hand to deal with any issues that might arise. In addition, a dedicated service team will be allocated to your operation, which will comprise the following services.

Client Relationship Manager (CRM)

Client Relationship Manager (CRM)

Client Relationship Manager (CRM)

A manager dedicated to the overall supervision of the operation of your aircraft, from the initial drafting of your aircraft management contract through to its entry into service and subsequent operation.

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Among different assets, your CRM will provide the following services:

  • Highly experienced, and with access to the entire TAG team, the CRM will oversee all your crewing, technical, financial and operational needs.
  • Once your aircraft has been delivered, and to ensure that all aspects of the operation meet your expectations, the CRM will work with you or your representatives and all the TAG teams as the primary technical and customer service point of contact.

       

  • The CRM will communicate with you and/or your representatives on a regular basis to build and maintain a trusting relationship.
  • The CRM reports directly to the local Managing Director and has the full support of all TAG’s departments and services, such as HR, Finance, IT, Flight Operations, Charter and Airworthiness.

Client Support Representative (CSR)

As an experienced expert in flight organisation, the Client Service Representative is responsible for all trip-related requests and questions. 

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Client Support Representative (CSR)

Client Support Representative (CSR)

This dedicated member of our team will liaise with you or your executive assistant to coordinate all your flights in cooperation with the 24-hour Dispatch Team, who in turn take care of every aspect of your trip planning, supervise the crewing of your aircraft and provide any additional services required.   

Your CSR will also seek your approval for any potential Charter flights, and will ensure that each trip is planned and executed to your precise requirements.      

Client Aviation Manager (CAM)

Client Aviation Manager (CAM)

Client Aviation Manager (CAM)

The CAM Principle is central to TAG Aviation’s aircraft management model and is unique within the business jet industry.

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Key elements of the CAM role:

  • Your Lead Captain, known as the Client Aviation Manager (CAM), is responsible for all aspects of the daily operation of your aircraft and crew.
  • The CAM is also there to implement the high standards set by TAG Aviation and to ensure that they are always upheld by the crew.

          

  • Fully supported by TAG Aviation’s extensive resources, the CAM is your personal advocate, fully aware of all your particular requirements and charged with the smooth running of your operation.

Your Crew

On your behalf, TAG Aviation will select and hire the appropriate number of crew that you want to operate your aircraft according to the criteria that you define.  

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Your Crew

Your Crew

Your crew will be selected as following:

  • Each pilot is subject to a rigorous selection process that includes a simulator assessment.
  • TAG has a set minimum number of flight hours for a Captain and a Co-pilot to fly any of our managed aircraft; these are based on our experience as the threshold required for a safe and professional operation.

                 

  • Like all TAG pilots, they will be part of the TAG Training Standards Programme, which is designed to ensure that your crew are always trained to the highest levels possible.