Tips for Evaluating a New International Service Provider

A List of Questions to Help You Find Answers

Selecting a new service provider can seem like a challenging experience; some might even see the process as daunting. However, it shouldn’t be. This post isn’t meant to discuss the multitude of factors that keep people from switching providers (we’ll talk about that soon enough), rather, it’s a set of best practices and helpful tidbits that may help you evaluate a new provider once you have made the decision to change. 

Although many of these topics apply to a number of different businesses or industries, I have chosen to center this post around key elements you should evaluate when selecting your next international service provider. Below are some thoughts and related questions that you should be able to obtain confident answers to before you make such an important decision.

Actual Capabilities and Service Breadth

One of the first things that you need to qualify is the actual capabilities of the service provider. Many providers in the international trip planning market space offer the same core services. For the most part, everyone can arrange ground handling, secure a permit, provide a flight plan and weather package, and arrange for a car and a hotel.  However, providing those service and providing them well are two different things. 

• How diversified is their solutions portfolio? 
• What other services do they offer? 
• Are you looking for a one-stop shop for all of your aviation needs? 
• Can they provide these services globally with little or no notice? 
• Can they get you actionable intelligence and up-to-date information with minimal delays?
• What services are they providing directly, and which ones are they subcontracting to third parties or subcontractors?

Global Footprint

Ideally you want your international service provider to have a strong global presence with assets in key locations around the globe. There is not a single provider in the market that can directly serve every airport in the world exclusively with their own staff, but a capable service provider should exist in a comprehensive and expansive way outside of their main office. 

• In what places does the service provider have employees on the ground in-country to help ensure mission success?
• What assets do they have in key areas around the globe?
• In what locations does the provider have actual brick-and-mortar installations?
• Does the provider have the correct staff, know-how, and expertise to get things done legally and responsibly?
• How active and engaged are the people representing the provider and the industry in their local market?
• Are they influential in the locations and markets in which they operate?

Reliance on Third Parties

As discussed before, every provider will occasionally have to use a third party or a vendor to support a truly global operation, however, the stronger providers limit the risks by doing most of the heavy and important work themselves. A good service provider will be able to speak knowledgeably and confidently about their use of third-party providers, including their strategy of utilizing ground handling agents, transportation providers, and other vendors.

• How often do they use third parties or subcontractors to perform and secure services?
• Does the provider have direct relationships with the Civil Aviation Authorities (CAAs), or do they rely on other vendors to secure permits and other regulatory items?
• Do they have their own proprietary flight planning system, or do they use a third party for their flight planning needs?
• Do they have a meteorology department, or do they subcontract that service out?
• To what standard are third-party vendors held?
• How often are vendors and subcontractors audited?
• What does the third-party audit process look like?
• How much influence does the provider have over the vendors they work with; is their level of influence adequate to provide excellent service and strong conflict resolution?
• Should you wish to use a different provider at a specific location, will they honor your existing agreements with providers that your company trusts, or will they force you to use their network?

Proven Track Record

Finding a provider who can demonstrate they can deliver on all of the promises and claims made during the courtship process can be difficult. Ultimately, you are looking for a company that meets (or exceeds) all of their promised deliverables and is reliable and consistent. Thankfully, there are a number of ways that can help you gauge their past successes without having to put them through countless tests yourselves.

• Do they have customer testimonials or other ways to prove their history of reliability and success?
• Are they willing to provide you with referrals that you can talk to during your selection process?
• Are the referrals close enough in scope to your own operation to make a recommendation?
• What do industry forums (websites, message boards, etc.) say about them?
• What do their vendors say about working with them? 

Core Values and Reputation

We all want to work with companies with integrity who are committed to providing excellent service in the most efficient way possible.  More so, we all want to work with companies who are committed to improving processes and raising expectations.

• What is their mission statement?
• Do you believe their mission statement?
• Do they list or promote their core values?
• Does the provider have a track record of providing services to other (competing) trip support companies?
• Does the provider have clear policies to deal with anti-bribery and/or Foreign Corrupt Practices Act (FCPA) related issues?
• Does the provider have a Code of Conduct or other related documentation outlining their principle responsibilities for both internal and external use?
• Does this Code of Conduct conform to your company’s requirements?
• Is the company, currently, or ever, been in trouble for violations of any local laws or covenants?
• Are they involved in any corporate social responsibility initiatives or other humanitarian or charitable causes?
• How well does their vision for the future of the industry match with yours?

Industry Advocacy

The most progressive trip support companies are engaged in not only improving your customer experience but improving the industry as a whole. This advocacy is paramount to define and improve best practices and increase service level standards in the entire aviation ecosystem. The best companies inspire change and progress, with an emphasis on increased operational efficiency and enhanced safety within the industry.

• How active does the provider appear to be in the aviation sector?
• Do they publish blogs, white papers, informational guides, calls-to-action, or other industry collateral?
• What is the quality of their blogs; is the content timely, useful, and meaningful?
• Do they attend industry events which shape the landscape of the industry?
• Do they moderate or participate in panels or discussions that provide information and foster progressive discussion?
• Do you know their stance on various industry initiatives, compliance mandates, and new and upcoming laws or trends?
• What change are they pushing for within the industry?
• What was their response during COVID-19; was it one of industry advocacy and rebuilding or was it cost reduction and self-protection?

Technology Offerings

Technology within the aviation marketplace is rapidly evolving, which will both create new power players in the upcoming years whilst retiring older, less adaptive companies to obscurity. 

• Do they offer any web-based or mobile applications to help you achieve your mission?
• Do their current systems/tools meet your needs?
• Are you looking for a comprehensive one-stop shop of technology solutions, like trip support, flight tracking, and communications?
• Do you need access to self-service flight planning, weather, and NOTAMs?
• How will the provider integrate with your key systems (like your scheduling software, etc.)?
• How will the provider integrate with your legacy systems?
• How is your data transmitted, stored, and protected?
• Does their vision for the growth and use of technology in the market align with your vision for the future?
• Do they offer alpha or beta program access to get your feedback on new functionality before it is launched?

Security and Confidentiality

A key component in selecting an international service provider is their ability to offer secure and reliable solutions while maintaining strict confidentiality the data your organization shares during the course of business.

• Does the provider have a privacy policy?
• Does the privacy policy meet the needs of your organization?
• Is the provider General Data Protection Regulation (GDPR) compliant?
• Can the provider supply you with IT systems testing results, like third-party security audits or penetration tests?
• Where is your data stored and how is it protected from both internal and external threats?
• Is the provider willing to go through a due diligence phase or allow a third-party audit of their security readiness?
• Does the provider carry an adequate amount of insurance to protect against liability?
• Do they have a suitable Business Continuity Plan that will keep their operation functional during a major event or crisis?

Adaptiveness and Readiness

Everyone wants to work with companies that flexible and uniquely qualified to handle the most complex situations that may arise. Although you want every trip to happen smoothly, you also want to rest easy with the assurance that your service provider will be able to foresee and mitigate potential problems or conflicts. In the simplest of terms, you want an agile company that “understands the business” and communicates quickly and effectively.

• Is the provider nimble?
• In your interactions, have they provided timely and meaningful responses to your queries?
• How long does it take them to respond to your needs or requests?
• Do they answer the phone and respond to emails expeditiously?
• Do they appear that they will “get things done” to your satisfaction?
• Have they been proactive in their communication?
• Do you feel like you are forced to manage the provider?
• Do they seem to listen and genuinely care about your concerns?
• Do they have a system to solicit and track customer feedback or issues?
• Do you feel like you have a personal relationship with the people you have been working with in various disciplines or does the communication feel stressed or robotic?
• Does the provider adapt to your needs, or do they ask you to adapt to theirs?

Human Capital

Most of the companies in this space do not build or sell products. The industry is based on customer service and the most important asset all international service providers have is the people in their employ. Selecting a provider is really an exercise in finding the right team to support your mission and improve your experience.

• Does the account (sales) representative have the ability to clearly see your needs and propose valuable solutions?
• What are the average years of experience for the operational personnel that will be working your account?
• What qualifications (degrees, licenses, certificates, etc.) do the operations staff hold?
• Are their flight planners licensed dispatchers?
• How long have they been with the company?
• Does the company seem to retain top talent?
• What is the average length of service for an operations team member?
• Are the operations split between various groups (silos) for functions like flight planning, weather, ground handling, regulatory services, etc.?
• Do you prefer a siloed operation or a single point of contact that works on all aspects of your trip?

Regardless if you have used the provider or not, you should call into their operations department to get a feel for the level of service you are going to receive on a daily basis. 

While you are having these impromptu conversations, pay special attention to the following:

• Does the operation seem organized or disorganized?
• Does the person on the phone sound knowledgeable and informed?
• Do you believe you are speaking with someone who has the wherewithal to provide solutions and guidance if you experience a problem?
• Does this person seem happy and keen to help?
• When was this person’s last structured training session?
• Does the operations team have influence on shaping company policy, procedures, and workflows?

Ease-of-Switching

As discussed earlier, the actual act of making a change to your service provider may seem daunting and complex. There is a certain level of anxiety that naturally accompanies change. It is incumbent upon your new service provider to ease the transition and provide you with a seamless and stress-free experience. 

• Is the provider attentive to your unique needs?
• Are they willing to modify their processes to adapt to yours or do you feel like they are trying to put a square peg into a round hole?
• Have they set clear expectations of the new customer onboarding experience?
• Did they provide you with a checklist or clear expectations on what they need for your next trip to be successful?
• Are they helping you fill out and compile all the necessary paperwork, documents, etc.?
• Will they assign a transition manager to oversee the change process?

Price

When selecting a provider, we all want the best service possible, but we also want the best price as well. This element can be tricky because it seems that each provider has a unique way of pricing their services which makes it difficult to make an “apples-to-apples” comparison between two companies.

• In order to help you make easier comparisons, are they willing to insert their prices into a list of services which you prepare?
• Will they provide sample invoices for your review?
• Does the provider agree never to charge you for “Miscellaneous” or “Other” or additional non-descriptive items?
• Are the net credit terms acceptable to your organization?
• Does getting information or advice about a proposed mission attract a fee?
• When does the “billing” start for a trip?
• What is their policy on change fees, short-notice fees, and revalidations?
• Will they provide you with all third-party backup invoices if requested?
• Do the they charge for trip cost estimates?
• What is a reasonable time frame to expect a trip cost estimate to be returned once requested?
• Would they be willing to demonstrate their confidence in their quoting ability by turning an estimate into a pro forma invoice on the spot? 
• Do you get to keep all of the savings when you take advantage of the provider’s economies-of-scale purchasing power, or does the provider keep those savings?

Your flight department is unique, and because of that, the above lists are not intended to be exhaustive. You will have your own needs, desires, and hot buttons. A good service provider will make the change process simple and rewarding. 

After you make a decision to switch, there are some other questions that you should ask yourself during the transition process:

• Does the service provider fit well in the style and tempo of your organization?
• Does the service provider understand your mission?
• Does the service provider understand your definition of success?

And most importantly, remember that it’s the service provider's job to adapt to you – you shouldn’t have to adapt to the service provider.