Jets.com adds client experience team and referral incentives

Jets.com is rolling out a 12-person client experience team to take over coordination of trip elements—catering, ground transportation, flight tracking and pre-flight communications—previously handled by brokers, the company announced.

The operator is also offering $10,000 in credits to current jet card members for new member referrals and $10,000 in cash for all new card referrals, according to Private Jet Card Comparisons.

Client experience team launch

Benjamin Acker, appointed to lead the client experience team in April, has been recruiting members and rolling out the service gradually, with full implementation planned for early 2027. Co-founder Damian Klinger told Private Jet Card Comparisons that the detailed, process-based approach will ensure consistency across clients rather than leaving coordination to individual brokers.

Co-founder Edgar Alacan said the team will adopt what he described as the Dreamweaver approach made famous by Eleven Madison Park, aiming to personalise the experience based on the reason for each flight. He gave the example of arranging for Cinderella to meet a family arriving in Orlando for a Disney visit.

Alacan said that while clients expect "to get from point A to point B, on time, on a nice plane," the goal is to add unexpected touches that create memorable moments. "Everything else we can include that is the unexpected that they like, those touch points that make them say, 'That was a great experience.'" he told the outlet.

The shift also frees brokers to spend more time building relationships at the FBO when clients travel. Alacan noted that a personal relationship makes it harder for clients to switch providers: "If it's just transactional, it's very easy to fire that person, right? It's difficult to fire your friend, if you will."

App enhancements

Jets.com is adding features to its mobile app, which already allows customers to request and manage flights, receive real-time updates, add passengers and luggage, view itineraries and check jet card balances. The reporting does not specify what new features are being introduced.

The four company partners announced the changes on the sidelines of a corporate retreat in Boston last week, according to Private Jet Card Comparisons. The reporting does not say whether these changes will affect pricing for existing cardholders or apply only to new customers.