ACS Flight Services’ most unusual requests

What does our Flight Services team do?

“We’re the liaison between the customer, broker and airline,” explains Claire. “We put together a tailored flight brief based on exactly what the client wants for their charter. That might include food, drink, entertainment and amenities on the flight, or fast-track passes, bespoke boarding cards and customised check-in screens at the airport.

“If an airline can’t facilitate a customer request, we’ll work with our partners or source items, entertainment and catering ourselves. Most of the preparation takes place in the run-up to the flight, but we’re also there on the day to put the final touches in place – from placing amenity kits on passengers’ seats to spritzing the cabin with fragrance to make sure it smells nice.”

Attention to detail

“While we do get a few out-of-the-ordinary client requests, most clients ask for relatively basic, but specific, things,” says Claire.

“For example, one regular customer always asks for cereal bars to be stocked for their flight. It sounds like a simple request on the surface, but they want cereal bars that are nut-free, gluten-free, lactose-free and in a variety of flavours. Another customer regularly requests sandwiches that have no sundried tomatoes, another asks for low-fat fruit yoghurt, another wants no natural or Greek yoghurt and one asks for a fresh chicken salad with no butter or garlic. 

“Drink orders can be just as specific. Sometimes we’re asked to supply just sparkling water or ensure no fizzy drinks are onboard. Some ask for juice with no fruit bits, specifically flavoured smoothies, fruit tea, ginger tea, pink champagne, prosecco instead of champagne, or wine from a specific region. One company even wanted branded wine with a particular type of glass, which we had to arrange ourselves as the airline didn’t supply them.

“As well as bringing client requests to life, we arrange all the little things they didn’t ask for. It’s our job, for example, to confirm with the airline that there are enough glasses on board for all passengers and ensure the onboard catering is nicely presented. These finer details are often the most important aspects of a successful charter.”

Our most unusual requests

“I once assembled and filled 30 black snack boxes, each tied with a gold ribbon, for a charter with a black-and-gold theme,” says Gabriela. “The customer also wanted specific chocolate bars on the return flight, which we put into amenity bags along with extra snacks.

“For another charter, Claire and I had to go shopping for specific soft furnishings. It was quite amusing when we got to the checkout with two trollies overflowing with grey blankets and cushions! We then travelled to the airport to set everything up on the day of the flight.”

“We’ve also received several stand-out catering requests over the years”, Claire continues. “I recall having to order 300 sandwiches from Subway. Another customer wanted takeaway pizza and so we phoned Domino's and ordered around 50 pizzas for them to enjoy on the flight. 

“Ultimately, it’s our job to make sure every customer gets exactly what they want. I’m currently trying to book a magician to perform an in-flight show for a charter I’m working on. You never know what you’re going to have to organise, and that’s what makes it so interesting.”

To learn more about what our Flight Services team can do for you or to book your next charter, contact your local office today.