Air Charter Service wins UK aviation industry award for customer service

Air Charter Service won the Customer Focus Achievement Award at the Aviation Industry Awards U.K. ceremony held on September 22 at the Park Plaza London Riverbank hotel.

Private Jet Card Comparisons reported that the award recognised the broker's emphasis on customer service. Jessie Howes, Director of Luxury Travel at Air Charter Service, said in a statement: "We are delighted to have won this award. Highlighting the importance we put on customer service, that has been our core differentiator since the company was founded more than 35 years ago."

Howes, who accepted the award at the gala, added: "We have worked hard in the development of our unique customer service ecosystem, which blends technology, training, process and people – including our wonderful team of flight representatives and our customer experience department, ensuring that our service levels are second to none. I'd like to take this opportunity to thank our incredible team, whose efforts meant we were able to be part of this award, and of course the judges for their vote of confidence."

In its entry to the awards, Air Charter Service stated that "Our private jet customer retention levels in the UK were falling." The broker said it had "set about creating a customer service ecosystem to increase the level of feedback we received from passengers and attempt to identify and solve as many issues as possible to regrow returning customer rates."

The Aviation Industry Awards U.K. featured 18 categories in 2026. According to Private Jet Card Comparisons, the awards are sponsorship-funded and recognise excellence in the U.K. aviation industry, with free entry for award consideration.

No figure has been reported for the number of entrants across all categories, or for how many brokers or operators competed in the Customer Focus Achievement Award category. Neither Air Charter Service nor the award organisers have disclosed what specific improvements in customer retention the broker achieved after implementing its service ecosystem.