Take Flight - Flipbook - Page 7
Cardholders also have their own historian: a member of the client
management team who reviews each flight and notes any details, no
matter how small, that might be addressed in the future for an improved
experience. “People change, they evolve, their tastes change, they have
a new child or grandchild—all these nuances help us take care of our
clients,” states Marialena Barnard, Director of Client Relations.
The historian may also track a Cardholder’s privacy and security
preferences. Privacy and security rank as the third most important reasons
why people fly privately4. “Some of our clients, because of their status,
want their identities to remain confidential,” continues Barnard. “We
understand and are happy to accommodate those requests.”
The activation step establishes the tone of the relationship, and
emphasizes Sentient’s collaborative approach. “We listen and learn, we
sense what is most important in order to learn our client’s preferences,”
says Adam Hohulin, Vice President of Operations and Client Services.
“Some of these things our clients may not think about, like dietary needs,
pets, favored airports, toys for children during the flight. Our cardholders
are unique, interesting people who want to enjoy the journey.” There
are an average of 3.2 passengers on every flight, which means Sentient
SOURCE: National Business Aviation Administration. Aircraft Charter Consumer Guide.
must ensure each of their specific needs are met in order to create an
extraordinary experience for every person.
Sentient Fact:
ED
IDAT
VAL
139,000
After activation, Sentient employs a five-step enhancement process which
is repeated every time a flight is scheduled using the Jet Card. This
process ensures the Cardholder’s experience is refined with each trip.
Annual number of tasks and validations
done by the Sentient Command Center to
ensure no detail is overlooked.
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