Scheduling crews, planes, flights, and fuel at Delta (722 aircraft), United (710), and American (618) is a topic we discuss in Ch. 15, as well as in Module B (LP) in our texts. But what about OM and scheduling at the nation’s 4th largest domestic air carrier–
NetJets– with over 600 planes, 2,500 pilots, and 270 flight attendants? Air & Space Magazine (Aug.1, 2011) reports today how NetJets produces a flight schedule based on the unpredictable travel needs of its 7,000+ well-heeled fractional jet owner customers.
“An insane ballet that requires constant attention to detail”, is how a NetJets manager describes a flight schedule that will likely be reduced to little more than junk before the sun sets. Whereas ordinary airlines operate flight schedules that change little from day-to-day, at airlines on demand, no two days are the same. This ” is one of aviation’s most logistically complex endeavors”, company execs assert.
In the early days, NetJets tracked aircraft on metal boards with a 24-hour grid. Today, a proprietary software program, maintained by 200 IT employees, factors in every conceivable variable– from plane weight to weather to sunset restrictions—at every airport. It makes sure the client’s limo and hotel are coordinated and will downsize a plane if a runway is slippery.
But no amount of software can account for curveballs the customers throw. “I think I might want to leave at 8, but it could be 10. I may have 4 people, but it could be 8. I may have a dog but I may not. By the way, I don’t want to go from Palm Beach to NY. I want to go to Moscow”, are just some of the calls to customer service reps. ” We don’t say no–ever”, says the VP-Scheduling. An aircraft is guaranteed 4-10 hours after a request is made. The crew work schedule: on 1 week, off 1 week, with no idea where they are flying till minutes before takeoff.
Discussion questions:
1. Compare OM at NetJets to a traditional airline.
2. What is the most difficult aspect of operating an airline with no fixed schedule?