Getting Comfortable Together

• Roughly how many hours do you fly per year today? Options: 50–75, 76–125, 126–200, 201–300, 300+
• Who are the primary passengers on your trips (select all that apply)? Options: You / CEO, Immediate family, Extended family, Board / executives, Clients / prospects, Employees / team, Other
• Which of these trip types account for most of your flying? Options: Short regional business (1–2 hours each way), Long business legs (3+ hours), Weekend family travel, International/overnight, Mix of business and personal
• Typical lead time when you need to book a flight? Options: Same day, 24–48 hours, 3–7 days, 1–3 weeks, Several weeks/months
• Who currently handles your travel logistics and flight approvals? Options: I do, Personal assistant / chief of staff, Corporate flight department, Family office, External travel advisor / broker, Other
• Tell me about one recent trip that felt effortless—what specifically made it easy for you?

When Your Travel Lets You Down

• Think of the worst availability or scheduling failure you’ve experienced—what did it cost you (time, money, deal, or reputation)?
• How often do availability or scheduling problems materially disrupt your plans? Options: Monthly or more, A few times a year, Once a year, Rarely, Never
• During peak travel windows (holidays, earnings season, conference weeks), how frequently have you been unable to secure the aircraft you needed? Options: Almost always, Often, Sometimes, Rarely, Never
• When those problems happen, what downstream consequences do you see (e.g., lost deals, canceled trips, stressed family)?
• How long have you been accepting those frustrations as 'normal'—weeks, years, decades? Options: Less than a year, 1–3 years, 3–7 years, 7+ years

What Would You Never Compromise On?

• If you could guarantee only two things from an ownership program, which two would they be and why? Options: Guaranteed availability, Crew consistency, Aircraft condition, Predictable total cost, Strong resale/buyback, Flexible exchange rules
• How do you personally define 'crew consistency'—same pilots, same lead pilot, consistent SOPs, or something else? Options: Same named crew, Same lead/commuting pilot, Consistent training and briefings, Continuity of cabin experience (catering/service), Other
• Describe a time when aircraft condition or service quality changed the outcome of a trip—what happened and how did it make you feel?
• How important is owning a deeded share in a specific tail versus general access to a category? Options: Prefer deeded specific aircraft, Prefer category access, Would consider either with right terms, Undecided
• What minimum availability window on peak days would you require to feel comfortable booking important trips? Options: Within 4 hours (same morning), Same-day (by afternoon), 24 hours, 48 hours, Flexible

Talking Money Like Adults

• What surprise or hidden fees from jet cards/charter/ownership have burned you or your advisors in the past?
• Which cost elements do you want locked or capped in a contract (select all that matter)? Options: Monthly management fee, Hourly occupied fee, Fuel surcharge, Maintenance reserves, Hangar/insurance, Repositioning fees, End-of-term adjustment
• What monthly management fee range is within your expectation for a fully managed program? Options: <$5,000, $5k–$10k, $10k–$20k, $20k–$35k, $35k+
• What occupied-hour rate range would you expect or find acceptable for your typical aircraft category? Options: <$1,200, $1,200–$2,000, $2,000–$3,500, $3,500–$5,000, $5,000+
• How will you pay for the share—cash purchase, financed, or through a family office structure? Options: Cash, Financed / loan, Family office capital, Lease structure, Undecided
• Would you want a side-by-side cost model comparing fractional ownership vs jet card vs whole ownership prepared for your advisors? Options: Yes—detailed model, Yes—high level, Maybe later, No

Who Signs Off?

• If your CFO or board could kill the deal, what single metric or concern would they cite?
• Please list the decision-makers and their roles who must approve this purchase (name, title, and influence level).
• Which external advisors will you consult (select all that apply)? Options: CPA / tax advisor, Wealth manager, Aviation consultant, Legal counsel, Family office advisor, Broker, Other
• What is your expected decision timeline from first proposal to signed contract? Options: Immediately (days), 2–4 weeks, 1–3 months, 3–6 months, Variable / case-by-case
• Are there internal procurement or compliance steps we should anticipate? If yes, please describe them. Options: Yes, No
• If you answered 'Yes', please detail the procurement/compliance steps, documents, or sign-offs required.

Risk, Resale, and the 'What-If' Scenarios

• Imagine the market worsens and your share's resale value is 15–25% below expectation—how would that change your willingness to purchase?
• How important is a contractual buyback / fixed residual value at the end of term? Options: Critical—must have, Valuable—prefer but can negotiate, Not necessary, Unsure
• What contract length feels acceptable to you (considering resale exposure and operational certainty)? Options: 1–2 years, 3 years, 4–5 years, 6+ years, Open to negotiation
• Do you expect the program to allow upgrades/downgrades in share size or aircraft category mid-term? Options: Yes—flexible swaps, Conditional—based on availability, No—fixed share, Undecided
• What liquidity outcome do you need at contract end—immediate cash, staged payments, or credit toward a new share? Options: Immediate cash, Staged payments, Credit / trade-in, Undecided
• Tell me about any prior experience selling an illiquid asset where reality diverged from expectations—what did you learn?

Real Travel, Real Tests

• List two real trips you expect to make in the next 12 months (one business, one personal) with dates or seasons if known.
• For each trip, provide origin, destination, preferred departure window, passenger count, and must-have cabin or range features.
• Which aircraft category do those trips typically require (select all that fit)? Options: Very Light / Prop, Light Jet, Super-Light / VLJ, Midsize, Super-midsize, Large cabin / transcontinental, Ultra long-range
• How flexible are your dates and aircraft for those trips if the assigned tail is unavailable? Options: Very flexible (can shift days), Somewhat flexible (can move within 24–48h), Not flexible (fixed dates/times), Only flexible for lower-priority travel
• How many last-minute trips (under 24 hours’ notice) do you make per year? Options: 0, 1–3, 4–8, 9–15, 15+
• If we couldn't meet your assigned aircraft on a trip, would you expect compensation, alternate aircraft, or credit toward future hours? Options: Compensation + credit, Alternate aircraft same category, Credit toward future hours, No compensation expected, Depends on the situation

Making This Feel Right

• What single reassurance or contractual clause would turn a hesitant 'maybe' into an immediate 'yes'?
• Which onboarding elements would make you most confident—aircraft assignment tour, in-person crew introductions, a trial flight, or a clear SLA? Options: Aircraft assignment tour, Meet the crew, Trial flights / initial guaranteed hours, Detailed SLA and penalties, Financial reconciliation demo
• Which success metrics should we report to you regularly (pick all that matter)? Options: Availability % during peak windows, On-time departure rate, Customer satisfaction / NPS, Cost variance vs forecast, Aircraft maintenance / safety metrics
• Would a named onboarding checklist with dates and owners make you more comfortable proceeding? Options: Yes, Maybe, No
• How quickly would you want your first assigned flight after signing? Options: Within 30 days, 31–60 days, 61–90 days, 90+ days, Timing not critical
• What communication cadence and channels work best for you going forward (select all that apply)? Options: Weekly calls, Bi-weekly check-ins, Monthly written reports, Real-time portal / dashboard, Direct phone / text to account director
• On a practical note—how ready are you to move forward if terms match expectations? Options: Ready now / sign within days, Likely within 2–4 weeks, Within 1–3 months, More than 3 months / planning stage, Unsure

• Experience Prep & Current-State Alignment
• Scenario Simulation Workshop
• Crew Consistency & Aircraft Condition Review
• Lifecycle Economics & Residual-Value Modeling
• Validation & Commitments Review (Experience Close)

• Agree on residual-value handling approach and which scenarios require contractual protection.
• Seller to propose concrete mitigations or policy tweaks for any identified availability gaps.
• Crew Assignment Model
• Customer confirms crew continuity approach meets their operational expectations.
• Customer validates aircraft condition evidence and maintenance rigor.
• Mutually agreed SLA metrics and remediation paths for crew or aircraft disruptions.
• Seller to provide anonymized crew rosters, retention statistics, and example crew continuity reports.
• Seller to deliver redacted maintenance log excerpts and recent inspection summaries for the aircraft category.
• Draft SLA clauses for crew continuity and aircraft condition for customer review.
• Baseline TCO Model Presentation
• Advisor and customer sign off on the core financial assumptions behind the TCO model.
• Demonstrate clear economic delta and breakeven comparisons for the customer's real usage.
• Introductions & Objectives
• Seller to circulate the full editable financial model with scenario tabs and a one-page executive summary.
• Advisor to confirm discount rate, amortization, and tax treatment assumptions in writing.
• Customer and seller to select preferred share-size scenarios to carry forward into commercial terms.
• Recap of Agreed Future-State Metrics
• Customer explicitly validates that the Solution Experience satisfies the future-state outcomes or specifies precise deltas.
• Clear list of open issues with owners and due dates sufficient to move into commercial negotiations.
• Mutual agreement on decision timeline and next meeting to start Mutual Commit.
• Seller to produce a one-page 'Validated Experience' executive summary mapping each metric to proof evidence.
• Customer/advisor to provide formal sign-off or documented exceptions to the validated outcomes.
• Schedule Mutual Commit kickoff and circulate the proposed decision calendar.
• One-sentence current-state statement signed off by customer and seller.
• Explicit numeric consequences for the customer's current gaps (cost, time, risk).
• Clear, measurable future-state outcomes to prove during subsequent sessions.
• Agreed list and owners for data and advisor inputs required for scenario runs.
• Customer to deliver past 12 months of itineraries, peak dates, and flight hour targets.
• Customer's financial advisor to provide assumptions for discount rate, tax treatment, and residual-value expectations.
• Seller to share the data template and example scenario format for simulations.
• Recap Objectives & Constraints
• Demonstrate availability outcomes for each prioritized real trip and document any mismatches.
• Agree on which scenarios are fully satisfied, which require mitigations, and ownership of follow-up items.
• Collect customer validation on the calendar outputs and exchange behavior.
• Seller to produce and circulate a dated availability simulation report and annotated calendar for the customer's scenarios.
• Customer/advisor to confirm any additional or alternate trips to include in a second-pass simulation.
• Proof Mapping: Diagnosis -> Proof -> Validation
• Live Assumption Workshop with Advisor
• Crew Performance & Retention Data
• Current Travel Profile Review
• Walk Through Prioritized Trips
• Availability Calendar Simulation
• Pain Points & Failure Modes
• Open Risks & Mitigation Plan
• Operational Continuity Practices
• Sensitivity Analyses
• Consequence Quantification
• Commercial Preview & Implications
• Exchange & Upgrade Demonstration
• Comparative Alternatives
• Aircraft Condition Evidence
• Decision Calendar & Next Steps
• Define Future-State Success Metrics
• Service-Level Agreements & Disruption Handling
• Exception Identification & Mitigations
• Key Economic Consequences & Risk Allocation
• Verification Q&A
• Pre-work & Data Required

• Deeded share transfer and title issuance
• Monthly management fee billing and account administration
• Hourly occupied fee invoicing and cost reconciliation
• Aircraft maintenance, inspections, and airworthiness compliance
• Crew recruitment, training, and credential management
• Insurance placement and claims handling
• Hangarage and aircraft ground handling services
• Fuel procurement and contracted fuel pricing
• Cabin provisioning, catering, and onboard amenities
• Interior refurbishment and avionics upgrades implementation
• Share resale and guaranteed buyback execution
• Inter-aircraft category exchange execution
• AOG recovery and field support
• Avionics and inflight connectivity provisioning and maintenance

Deeded share transfer and title issuance

• Do you require a deeded share (title) vs. a contract-only ownership structure? Options: Deeded share (title), Contract-only (program seat), Undecided
• What fractional share size are you planning to purchase? Options: 1/16, 1/8, 1/4, Other (specify)
• Which legal/jurisdictional registration will hold title (state, country, trust)?
• Are there existing liens, financing agreements, or lender requirements that affect title transfer? Options: Yes, No
• Who will be the authorized signatories for transfer documents (owner, trustee, corporate officer)?
• What is your preferred timeline for completing title issuance and deed transfer? Options: Less than 2 weeks, 2-4 weeks, 4-8 weeks, Flexible/Other

Monthly management fee billing and account administration

• Do you want billing to be consolidated (management + occupied fees) or itemized? Options: Consolidated invoice, Itemized invoices, Prefer recommendation
• What billing cadence do you require for management fees? Options: Monthly in advance, Quarterly, Annual, Other
• Which account administrators should be given billing visibility and payment authority?
• Are there preferred payment methods or treasury processes (ACH, wire, corporate card, autopay)? Options: ACH, Wire, Corporate card, Check, Other
• Do you require automated monthly statements and an online billing portal? Options: Yes, No
• Are there internal chargeback, GL coding, or invoice approval workflows we need to support? Options: Yes, No

Hourly occupied fee invoicing and cost reconciliation

• Should occupied (hourly) fees be billed per Hobbs or per trip block time? Options: Per Hobbs (engine hours), Block time, Prefer recommendation
• Do you need pre-trip estimated invoicing or post-flight final invoicing? Options: Pre-trip estimates, Post-flight final, Both
• Which cost components must be visible on occupied invoices (fuel, landing, handling, deicing, taxes)? Options: Fuel, Landing/handling, Deicing, Airport fees/taxes, Other
• Do you require monthly reconciliation reports that map flights to invoices and credit memos? Options: Yes, No
• Who on your team will be responsible for disputing or approving occupied fee line items?
• Do you want alerts for overruns against a monthly/annual budget or hour block? Options: Yes, No

Aircraft maintenance, inspections, and airworthiness compliance

• Do you require us to follow a specific maintenance program or vendor list (OEM, CAMP, provider preference)? Options: OEM/approved providers, Customer-preferred vendors, Provider recommendation
• What inspection cycle or tracking detail do you require to be shared with the owner (A-checks, calendar items)?
• Are there modification, airworthiness directive, or SB constraints we should plan for? Options: Yes, No, Unknown
• Do you require advanced notice and approval thresholds for maintenance events above a cost or downtime threshold? Options: Yes, No
• Will you require on-site owner acceptance inspections after major maintenance or refurbishment? Options: Yes, No
• Are there specific recordkeeping, export, or audit requirements for maintenance logs?

Crew recruitment, training, and credential management

• Do you require dedicated crew assignment (consistent crew) or pooled crew model? Options: Dedicated crew, Pooled crew, Hybrid
• What minimum qualifications and experience do you require for pilots and flight attendants?
• Are there customer-specific training, security, or non-disclosure requirements for crew? Options: Yes, No
• Do you require regular crew profiles and CVs shared before assignment? Options: Yes, No
• What scheduling/standby expectations should crew meet for peak windows and short-notice trips? Options: 2 hours, 4 hours, Same-day, 48+ hours
• Do you require periodic training or type-specific recurrent checks above regulatory minimums? Options: Yes, No

Insurance placement and claims handling

• What liability and hull insurance limits do you require or expect? Options: Standard program limits, Higher limits (specify), Need recommendation
• Are there special insured parties to add (lenders, co-owners, trustees)? Options: Yes, No
• Do you require war/terrorism, hull war, or other specialty coverages? Options: Yes, No
• Who is the claims contact and what approval process do you require for settlements?
• Do you have preferred insurers or broker relationships we must work with? Options: Yes, No
• Do you require periodic insurance certificates and renewal notifications delivered to specific parties? Options: Yes, No

Hangarage and aircraft ground handling services

• Do you require dedicated hangar space vs. transient/onsite storage? Options: Dedicated hangar, Transient parking, Hybrid
• Which home base or primary airports must be supported with hangar access?
• Are special ground handling requirements needed (ground power, GPU, lav/water servicing)? Options: Yes, No
• Do you require guaranteed overnight parking or preferential ramp priority at certain airports? Options: Yes, No
• Should ground handling costs be included in management fees or billed pass-through? Options: Included, Pass-through, Mix
• Are any airport slots, base operating permits, or security credentials required for ground access? Options: Yes, No

Fuel procurement and contracted fuel pricing

• Do you want a contracted fuel program to guarantee pricing vs. pay-as-used? Options: Contracted/hedged pricing, Pay-as-used, Hybrid
• Which airports or regions require guaranteed fuel availability/pricing?
• Should fuel uplifts be billed to the owner or centralized and reconciled monthly? Options: Billed per flight, Centralized and reconciled, Prefer recommendation
• Do you require sustainability options (SAF blends) or fuel sourcing reporting? Options: Yes (SAF), No, Interested in reporting only
• Are there caps or thresholds for fuel price pass-through you want enforced? Options: Yes, No

Cabin provisioning, catering, and onboard amenities

• What level of cabin provisioning do you require (basic stocks, premium, bespoke menus)? Options: Basic, Premium, Bespoke/Owner-defined
• Do you have dietary restrictions, supplier preferences, or security requirements for catering? Options: Yes, No
• Should provisioning include crew hospitality kits, linens, and standard consumables? Options: Yes, No
• Do you want an allowance model for catering/amenities or full pass-through billing? Options: Allowance, Pass-through, Mixed
• Are there brand, presentation, or packaging standards the onboard amenities must meet? Options: Yes, No
• How will provisioning changes or one-off requests (VIP events) be approved and billed?

Interior refurbishment and avionics upgrades implementation

• Do you plan any interior refurbishments or avionics upgrades during the term? Options: Interior only, Avionics only, Both, None
• What approval thresholds and downtime tolerances apply for refurbishment events? Options: Low tolerance (<3 days), Moderate (3-14 days), Flexible (>14 days)
• Do you require OEM-approved materials, a specific design spec, or third-party approvals? Options: OEM-approved, Custom design, Third-party approval required
• Who will own the cost vs. value for upgrades (owner pays, shared, or provider-funded)? Options: Owner pays, Shared cost, Provider funds, Need recommendation
• Are there target certification or STC requirements for avionics changes we must plan for? Options: Yes, No, Unknown

Share resale and guaranteed buyback execution

• Do you require a guaranteed buyback price at end of term or a market-based resale process? Options: Guaranteed buyback, Market resale, Hybrid
• What end-of-term timeframe and notice do you require for resale or buyback execution? Options: 30 days, 60 days, 90 days, Other

• Term Sheet / Letter of Intent
• Master Ownership Agreement
• Statement of Work (SOW)
• Aircraft Management Agreement
• Service Level Agreement (SLA)
• Fee Schedule & Payment Terms
• Residual Value & Buyback Provision
• Exchange & Availability Rules Addendum
• Insurance & Risk Allocation
• Escrow / Security Deposit Instructions
• Regulatory, Tax & Structuring Addendum
• Advisor & Legal Approval Checklist
• Closing & Handover Checklist
• Change Order & Amendment Procedure
• Termination & Exit Agreement
• E‑Signature Execution Package

• Success Review & Acceptance
• Operational Escalation & Shared Channel Setup
• Root Cause & Improvement Workshop
• Financial Reconciliation & TCO Review
• Quarterly Performance Review (Recurring)

• Create a measurable definition of success for each pilot tied directly to the customer's conseqences and future state.
• Purpose, Scope & Roles
• Establish a single, agreed shared channel for all post-deployment issues and enhancements.
• Agree on SLAs and an escalation matrix that align with the customer's expectations.
• Confirm who will log issues, who triages, and how status updates will be communicated.
• Create the shared channel and invite agreed participants with role annotations.
• Publish SLA and escalation matrix in the channel and pin the templates for issue submission.
• Deliver a short how-to guide and schedule a 15-minute channel walkthrough for users.
• Review Selected Incident/Case Pack
• Diagnose root causes of the primary service gaps using evidence and customer context.
• Agree on 1–2 prioritized pilots or corrective actions with measurable success signals and owners.
• Dashboard KPI Review
• Assign pilot leads and finalize pilot charters including start date, metrics, and reporting cadence.
• Deliver a short baseline report for each selected case (what happened, impact, root cause evidence) to the shared channel.
• Schedule a mid-pilot checkpoint to validate progress and adapt if metrics are not improving.
• Opening & Reconciliation Scope
• Achieve a reconciled view of actual costs versus the agreed TCO model that both parties accept.
• Decide on any required invoice adjustments, credits, or contractual clarifications and obtain agreement on next steps.
• Ensure advisors have the information needed to certify the TCO outcome for the owner's records.
• Deliver a reconciled cost worksheet and proposed credit/adjustment memo to the customer and advisors.
• Update the customer's TCO model with actuals and re-run projections to show end-of-term outcomes.
• If required, prepare a short amendment or confirmation document for financial/contractual changes and route for approvals.
• Maintain ongoing alignment on performance and ensure visibility into trends and risks.
• Validate effectiveness of past remediation actions and pilots with data-driven results.
• Keep a prioritized, customer-aligned enhancement backlog and confirm owners and cadence.
• Publish the quarter's performance dashboard and a 1-page executive summary to the shared channel.
• Update the enhancements backlog with prioritized items and assigned owners.
• Schedule any required interim checkpoints for high-priority pilots or unresolved actions.
• Introductions & Meeting Objectives
• Get explicit customer confirmation that delivered availability, experience, and cost performance meet or fail the success signals.
• If gaps exist, agree on a remediation plan with owners, timelines, and measurable acceptance criteria.
• Capture formal acceptance (or conditional acceptance) for program close-out and next steps.
• Produce and share a one-page Acceptance Statement (signed or acked in-channel) reflecting the decision and any conditional items.
• If remediation required, create a remediation action plan with owners, milestones, metrics, and target close date.
• Attach the complete proof package (trip logs, maintenance records, invoices) to the shared channel for transparency.
• Consequence Assessment per Case
• Channel Structure & Tools
• Current State Summary (Data Snapshot)
• Customer Feedback & Experience Highlights
• Actual vs Modeled TCO Comparison
• Root Cause Analysis
• Action Item Status & Pilot Results
• SLA & Escalation Matrix
• Consequence Quantification
• Root Causes for Cost Variances
• Issue Triage Workflow and Templates
• Solution Options & Trade-offs
• Residual Value & End-of-Term Implications
• Proof Package Review
• Enhancement Backlog & Prioritization
• Next Steps & Cadence Confirmation
• Validation & Customer Confirmation
• Prioritize & Define Pilot(s)
• Decisions & Next Steps
• Training & Onboarding for Channel Use
• Decision, Acceptance or Remediation Plan