Social Aviation, LLC

Why should airlines be the only ones with loyalty tools? Airlines have spent years perfecting how they gather feedback, understand customer sentiment, and build loyalty through smart data. But most FBOs? Still stuck with basic fuel discounts and limited insight into what actually drives retention. That’s the gap we’re working to close. At Social Aviation, we’re helping FBOs take a smarter, simpler approach. Think real-time passenger sentiment, network benchmarking, and branded loyalty tools that feel natural, and not complicated. Even brands you visit like your local gas station, to Domino’s and Hertz, airlines and more, are making feedback and loyalty central to their strategy. FBOs deserve the same premium attention. If you’re curious how this could work at your FBO or across a network, we’d love to chat. #Aviation #FBO #CustomerExperience #Loyalty #AviationMarketing #BusinessAviation #CX #SocialAviation

Are FBO surveys stuck in the past? This is the current experience most pilots face when asked to “rate” or “vote” for an FBO. A few star ratings One open comment box Once a year That’s it. But for FBOs trying to build loyalty, grow revenue, and stand out in rankings, this isn’t enough. At Social Aviation, we’re helping FBOs move from simple “voting” / star surveys to real-time, strategic feedback tools: Track Net Promoter Score (NPS) + customer sentiment after every visit Recognize team performance with structured data Compare experience across locations with custom benchmarking Turn CX data into loyalty programs and revenue drivers Pilots deserve more than 5 stars. FBOs deserve more than once-a-year feedback. Let’s elevate the FBO experience. www.socialaviation.co #FBOs #CustomerExperience #BusinessAviation #CXStrategy #AINsurvey #SocialAviation #AviationLeadership #NetPromoterScore #SmartAirports #PilotLoyalty #FBOInnovation

From the Sky to the Ground: Why Personalization Shouldn’t Stop at the Gate At APEX (Airline Passenger Experience Association) TECH 2025, leaders from United Airlines, Delta, Panasonic, AWS, and more gathered to explore a shared industry goal: using data to create personalized, revenue-generating inflight experiences. They discussed real-time personalization, loyalty-driven engagement, and data integration that makes every passenger interaction feel tailored and rewarding. One message stood out: Passengers expect more. They want experiences that are intuitive, consistent, and valuable. And not just in the air. They want this from the moment they arrive at the airport. So What’s Still Missing? Airlines are becoming digital experience powerhouses. They unify loyalty data, preferences, and real-time behavior to shape customer journeys. Airports, on the other hand, have made massive investments in infrastructure, concessions, and digital signage. But many still miss a critical opportunity. They aren’t leveraging passenger data and sentiment. That’s where Social Aviation steps in. Social Aviation: Bridging the Gap from Gate to Curb We believe airports should be part of the loyalty ecosystem, not the blind spot in it. Inspired by the strategies discussed at APEX TECH 2025, we help airports activate the same modern principles that airlines use: Loyalty and Identity Frameworks Airports can now create or integrate loyalty tools that extend from parking and concessions to gates and beyond. Passenger Feedback as a Real-Time Asset Inspired by AWS’ discussion of gamified feedback loops, we use always-on touchpoint surveys and smart NPS tracking to help airports adjust and improve in real time. Tech That Fits Our platform plugs into existing infrastructure with integration-ready APIs so airports can act quickly without disrupting systems or workflows. Real Value for Passengers From flight-aware updates to personalized offers, we help airports deliver what travelers actually want: convenience, relevance, and loyalty-driven experiences. Why This Matters Now Passengers don’t just want personalization in the air. They expect it everywhere. When airports think like airlines (listening, adapting, and delivering data-informed value) they become platforms for deeper loyalty and stronger revenue performance. That is the shift Social Aviation is proud to support. Are you building real-time, customer-centric strategies at your airport? Let’s talk. www.socialaviation.co #AviationInnovation #PassengerExperience #CXStrategy #LoyaltyPrograms #SmartAirports #AirportRevenue #SocialAviation #APEXTECH2025 #DataDrivenCX #AirportsDeserveBetter

Is Your FBO Listening to What Pilots and Passengers Really Think? Business aviation thrives on exceptional service. From the minute a jet touches down to the time the passenger boards again, every interaction counts. But here’s the question most FBOs aren’t asking: Are you truly capturing how your pilots, crew, and customers feel about their experience? While airlines have long used tools like Net Promoter Score (NPS), feedback systems, and loyalty programs to grow smarter and more responsive, many FBOs are still operating in the “dark” relying only on a occasional survey to gauge performance. Why Experience Feedback Matters for FBOs FBOs are no longer just fuel stops. They’re luxury lobbies, executive lounges, and first impressions for travelers who expect consistency, personalization, and recognition. And in a competitive market, every FBO details to crew interactions, can shape loyalty. According to APEX (Airline Passenger Experience Association) and industry conversations with providers like Panasonic Avionics Corporation, real-time customer insights and digital identity are becoming essential for aviation businesses that want to offer relevant, loyalty-driving experiences. Link: https://bit.ly/3ZBuj4E So why haven’t most FBOs joined the movement? At Social Aviation, we believe that FBOs deserve better tools, not just to meet expectations but to exceed them. The New Standard: Data-Driven, Loyalty-Focused FBOs Here’s how our platform brings these concepts to life for FBOs: Track Passenger & Crew Sentiment Measure satisfaction the same way airlines do, from arrival to departure, with focused metrics like NPS and touchpoint feedback. Uncover Operational Bottlenecks Identify where the experience breaks down, like wait times, check-in process, or hangar access, and act on it fast. Build Loyalty, Not Just Traffic Use digital loyalty tools that reward repeat visits, recognize pilots and crew, and offer personalized perks based on behavior. Benchmark Across Networks If you’re part of a group like Paragon Aviation Group or Million Air, compare performance across locations and elevate your network-wide standard. Power Revenue Growth Through Experience Want to sell more hangar services, catering, or fuel? Listen to what your customers value most and tailor your offers around it. Why Now? Major airlines, luxury brands, and premium airlines are investing in experience-driven growth. That means knowing your customer better than the competition, and making decisions based on actual data, not assumptions. Social Aviation is here to bring these tools to the FBO world. If your team is ready to listen smarter, scale loyalty, and make better operational decisions, we’d love to show you what’s possible. Let’s chat about what feedback is worth to your bottom line. socialaviation.co #FBO #BusinessAviation #CXStrategy #PrivateAviation #CustomerLoyalty #NetPromoterScore #AviationLeadership #FBOExperience #AviationInnovation #SocialAviation

As an airport CFO or Chief Revenue Officer, you might be sitting on untapped revenue simply because your customers have not been heard. Are you listening? Airports invest millions into concessions, rental car programs, and commercial space. But how often is that spend guided by real passenger data? At Social Aviation, we help airports close that gap by turning loyalty metrics and traveler sentiment into smarter, more profitable decisions. Backed by recent ACRP research, the connection between customer experience and non-aeronautical revenue is clear. #AirportRevenue #SmartAirports #PassengerExperience #AirportCFO #CXStrategy #SocialAviation

Airports run on data. But who’s measuring the passenger’s voice? Not just a multi-quarter SQ survey ($$$)…but continuous, and proactive, feedback solutions similar to what airlines use? You’ve modernized the terminals. Optimized your operations. Expanded parking (again and again). Think you have the right concessions. But how much do you actually know about how your passengers feel about all of these? About your parking, concessions, security process, facilities, and more? Organizations that listen to their customers lead. Social Aviation gives you the tools to track sentiment, a loyalty program, and gather consumer feedback, so the passenger journey finally has a proactive voice at your airport. What do your travelers wish you knew? Do you know? www.socialaviation.co Let’s Connect! #ThinkPassengerFirst #CXStrategy #AirportInnovation #SocialAviation #SmartAirports Airport Management Airport Business Airport Experience News

Have you ever actually read an airport’s Master Plan (or your airport's master plan)? As someone who’s worked in aviation strategy for years, I can tell you that there’s often too little focus on the passenger’s voice...especially at airports. Usually, in airport master planning, planners suggest an improvement to X because "it will improve the customer experience." No values, customer data, loyalty sentiment, loyalty data, and more... Pretty vague, right? That’s why I’m excited about what the team at Social Aviation is doing! We are bringing Net Promoter Scores, passenger sentiment, and real CX benchmarking into strategic airport strategy and planning. This post is worth a read. What if airports started planning around what travelers actually value? www.socialaviation.co Give it a look and let me and the team know what you think! #AirportPlanning #CXMetrics #SmartAirports #SocialAviation #PassengerExperience Hi neighbors! What do you think? Metropolitan Nashville Airport Authority Metropolitan Knoxville Airport Authority Chattanooga Airport Memphis-Shelby County Airport Authority

Are airports missing the story behind their customer survey scores? As an organization researching airport experience data, we’ve been connecting with leaders at airports using a type of “SQ” surveys. One thing keeps coming up: “We get the scores. But we don’t always know why.” Airports are investing more than ever in infrastructure, amenities, and digital innovation. But when it comes to passenger feedback, many are still relying on infrequent, one-size-fits-all benchmarking that doesn’t translate into clear, actionable insights. At Social Aviation, LLC, we’re changing that. We built a tool designed for airport leaders based on what they said they needed most: 1. Touchpoint-based insights (from parking to gate) 2. Loyalty engagement and feedback in one system 3. Frequent, flexible surveys to track NPS and sentiment 4. Tools to hold vendors accountable, improve CX, and grow revenue If you’re an airport that wants to go beyond the scorecard, and into real passenger-driven growth, we’d love to talk. Let’s build the future of CX together. #AirportExperience #ASQ #NetPromoterScore #AirportCX #PassengerInsights #AviationInnovation #CustomerExperience #CXMetrics #SocialAviation #Airports #AirportLeadership Passenger Terminal Expo & Conference ✈️ Airport Management AAAE Airport Experience News Airport Cooperative Research Program (ACRP)

Why are airport master plans, and strategic planning, missing a key metric? Billions are invested in airports, from terminals expansions, parking, facility remodeling, and more… …but how often do airports include passenger sentiment or loyalty metrics in their long-term planning? TRULY listening to their passengers wants and needs? Most master plans still don’t mention Net Promoter Score (NPS), consumer feedback loops, or CX benchmarking… Don’t believe us? Go check out your airport’s Master Plan. At Social Aviation, we help airports bring passenger voices into strategic decisions, and bridging the gap between operational growth and customer experience. What if future expansions were based on what passengers actually value, not generalities about the customer experience? We'd love to help you listen to your passengers like the major US airlines do to change the passenger experience. What do you think? Mead & Hunt SEH HNTB www.socialaviation.co #AirportPlanning #CXMetrics #PassengerExperience #AviationStrategy #SmartAirports #SocialAviation AAAE The Southeast Chapter of the American Association of Airport Executives

Are airports missing out on a massive revenue opportunity? Loyalty programs power industries, like airlines, hotels, retail, even your favorite gas station (!!!), but airports? Most don’t track passenger engagement, and if they do, not far beyond parking discounts... According to Airport Cooperative Research Program (ACRP)’s State of Airport Loyalty Programs report (link in article), majority of U.S. airports do not operate a loyalty program. Meanwhile, top global airports are rewarding retail, dining, and more to boost revenue. How can U.S. airports close this gap? At Social Aviation, we provide airports with modern, scalable loyalty solutions that turn insights into action. Imagine: - A loyalty program that rewards dining, retail, and other visits...not just parking. - Passenger engagement insights that track passenger sentiment and behavior. - Seamless, digital loyalty that integrates with mobile devices. Airports need to move beyond parking discounts and start driving real passenger engagement. And, we're here to help! #AirportLoyalty #PassengerExperience #Aviation #CustomerExperience #SocialAviation #DataDrivenCX AAAE NEC/AAAE Airport Management THANK YOU State of Airport Loyalty Programs CRP STAFF FOR ACRP SYNTHESIS 131 Waseem Dekelbab, PhD, PE, PMP, Deputy Director, Cooperative Research Programs Marci A. Greenberger, A.A.E., Manager, Airport Cooperative Research Program Jordan Christensen, Senior Program Officer Demisha Williams, Senior Program Assistant Natalie Barnes, Director of Publications Heather DiAngelis, Associate Director of Publications ACRP PROJECT 11-03 PANEL Joshua Abramson C.M. PMP, Barge Design Solutions (Chair) Gloria Bender, TransSolutions David A. Byers, PhD, CM, Quadrex Aviation, LLC Brenda Enos, TRC Companies, Inc. Cameron J. Thompson, C.M., A.C.E., ASC, Birmingham Airport Authority Keila Walker-Denis, M.A., CEM, FPEM, MEP, ILO, Greater Orlando Aviation Authority: Orlando International (MCO) and Executive (ORL) Airports Scott Wintner, San José Mineta International Airport (SJC) Patrick Magnotta, FAA Liaison Liying Gu, Airports Council International–North America Liaison Christine L. Gerencher, TRB Liaison TOPIC S01-27 PANEL Marlene Arrona, Long Beach Airport Jenna Buckner, Ricondo & Associates, Inc. Lynn Hampton, CPA, Lynn Hampton Associates Katherine Japinga, Capital Region International Airport Larry Leung, Transformidy Shannon M. Paaymans, Jacksonville Aviation Authority Raechel Rucker, Airports Council International–North America Liaison