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The Duncan Download Blog: Business Aviation Advice & Observations

LNK FBO Services Receives IS-BAH Stage I Rating

Posted by Troy Hyberger on Thu, Aug 02, 2018 @ 12:45 PM

We are proud to announce that on June 28, Duncan Aviation’s Lincoln, Nebraska, FBO facility gained the International Standard for Business Aircraft Handling (IS-BAH) Stage I accreditation. IS-BAH, developed by the International Business Aviation Council (IBAC) and the National Air Transportation Association (NATA), is a set of global industry best practices for business aviation ground handlers that features at its core a safety management system (SMS).

1Q2A9867We are the first and only large MRO to achieve this accreditation. I am proud of my team and the company for all the hard work they performed to make it happen.

We say it time and time again. Two of the most important criteria for customers in business aviation are quality and safety. At Duncan Aviation, we have a great industry reputation in both. This comes through high standards in the way our products and services are delivered. Those standards become part of our culture, our tribal knowledge. Yet it is difficult to explain this culture to potential customers who haven’t visited our facilities before.

That is what IS-BAH provides. The rigorous standards established through the IS-BAH program set a high bar for the industry. Although Duncan Aviation was already meeting the majority of those standards, applying for the accreditation forced us to take all of our tribal knowledge and turn it into official, written policies that can be tracked and measured.

I asked FBO Team Leader/FBO Safety Officer Bob Cornett and Line Service Rep Sean Jensen to lead the effort. They leaned on the Lincoln Airport Authority and team members throughout the facility, including experts in the areas of quality, flight, safety, environmental, security, and many others. They wrote and added 54 policies. These policies are now part of our enterprise knowledge for all locations. And as a bonus, customers who look for the IS-BAH rating will also know what to expect when they utilize our services.

According to IS-BAH, there are currently 57 IS-BAH Stage I accredited FBOs in the United States and globally there are 138. As a large MRO provider, attaining IS-BAH certification is a little different for us. It required some unusual policies and scenarios that most FBOs don’t need or see. For example, we often tow aircraft in atypical configurations, like with the tail removed or no interior in place. With IS-BAH, best practice policies for all of the variants are now documented, tracked and consistently applied.

1Q2A9937A-500490-editedThe IS-BAH process typically takes a couple of years to complete. With our high standards, focus and cross-department collaboration, though, we were able to complete the Stage One accreditation in just five months. This is a huge accomplishment! Thanks to everyone to played a part in developing this competitive advantage for our Line Services.

We will begin the process for accreditation at our FBO locations in Battle Creek and Kalamazoo, Michigan, and expect to have that done by the end of the year. In addition, our Provo, Utah, Line team will use the same processes and procedures. We expect they will receive accreditation within their first year of operation.

 

Tags: FBO Services, Duncan Aviation - Lincoln, Customer Service

Duncan Aviation Line Services: Decades of Quick Turn Service—And More

Posted by Lori Johnson on Tue, Jan 19, 2016 @ 08:00 AM

Duncan Aviation began providing aircraft fuel services in 1963, when the company opened a state-of-the-art facility at the then-new general aviation side of the Lincoln Municipal Airport in Nebraska. Aircraft at the time couldn’t make coast-to-coast trips without stopping to refuel and customers expressed to Duncan Aviation team members that they wanted fast service that would allow them to get back in the air quickly. Duncan Aviation soon became well-known for the Duncan Quick Turn, which promised a fuel stop in 10 minutes or less.

bob_mccammon.jpgBob McCammon, now an Aircraft Sales Representative, has been with Duncan Aviation since 1968. He spent several years in the early 1970s as the Line Service Manager. He remembers the early Duncan Quick Turns well.

“We had 10 to 20, sometimes as many as 30 aircraft a day visiting Duncan Aviation for Quick Turn fuel,” Bob says. The company offered pilots unique ways to better meet their fuel service. A Falcon pit was constructed that gave Falcon 20 pilots a lower point for their nose gear, tipping the fuel tanks and allowing the aircraft to take on more fuel. And the company would have three fuel trucks available with two hoses each to more quickly service the six-tank Jetstar, he says. “We also provided maintenance help and troubleshooting if the operator had any issues. This really helped expose future customers to our small FBO in the Great Plains.”

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Duncan Aviation still offers Quick Turn fuel service at all of its main FBO locations (Battle Creek, Michigan; Kalamazoo, Michigan; and Lincoln) along with many other amenities and access to nose-to-tail support services. Our line crews are known for quick and convenient line service and our front desk personnel are known for hospitality. Repeat customers are greeted by name and new visitors are welcomed and shown the services they can expect: office space, conference rooms, pilot lounges, advanced weather planning, and café service, to name just a few. See a full list of FBO amenities here.

If you are attending the NBAA Schedulers and Dispatchers show January 19-22 in Tampa, Florida, this week, stop by Booth #1219 to talk with our Line Service team members to hear about how we have met needed FBO Services for customers for decades.


2016 is a special year. It is Duncan Aviation’s 60th year of helping business aircraft operators be safe, efficient and productive. For six decades, customers have asked us for solutions and services. We are celebrating our 60 years by telling the stories about the people of Duncan Aviation who listened and took action.

Celebrate with us by subscribing to the Duncan Download blog, following us on Facebook and Twitter (@DuncanAviation) and visiting our anniversary website at www.DuncanAviation.aero/60.

Lori Johnson has been the Marketing Communications Manager for Duncan Aviation for more than 20 years. She enjoys working with the smart and passionate aviation experts at Duncan Aviation, helping them connect with and educate customers about important industry topics.  

Tags: 60th Anniversary, FBO Services

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