Customer Promise

At Jetex, we strive to be innovative and provide the best solutions to our customers through adopting a comprehensive customer service approach allowing us to establish an outstanding customer experience. A global leader in executive aviation, Jetex is recognized for delivering flexible, best-in-class trip support solutions to customers worldwide. Jetex provides exceptional FBOs, aircraft fueling, ground handling, concierge, and global trip planning focused on meeting and balancing the needs of our various customer groups.

What you can expect from us

  1. We will provide prompt, friendly, courteous and efficient customer service and always remain professional.
  2. If you are making a request that requires action, we will provide you with a reference number to quote, if applicable, should you need to re-contact us.
  3. We will take ownership of your enquiry, follow-up and keep you informed of progress to completion.
  4. We will show respect for your privacy in your dealings with us and the confidentiality of information discussed.
  5. We will strive to excel in providing excellent customer service through continuous improvement, customer surveys and identification of new technologies to assist in the customer experience.
  6. We will actively seek your feedback on our services to ensure they meet your needs.
  7. Our frontline customer service employees will wear a name badge for ease of communication.
  8. We will provide a 24-hour telephone service.
  9. We will write to you in clear, concise language that is easily understood.
  10. We will maintain our website with relevant and up-to-date information that is easily understood and accessible.
  11. We will post interesting, engaging, relevant and up-to-date information on our social media platforms that encourages interaction and feedback.
  12. We will respond to enquiries and posts on our social media platforms in a timely and professional manner.

Your promise to us

  1. Treat our employees with courtesy.
  2. To ensure booking accuracy and privacy, all requests and changes should communicate through email, website, or application whenever possible.
  3. Quote your reference or flight number, if you know it, when contacting us.
  4. When required, provide us with all information and supporting documents within the specified times, for us to complete the service.
  5. Provide us with your positive and negative feedback for us to improve our service through complaints, compliments and suggestions.
  6. Respond to our employees’ inquiries in timely manner for us to provide you with timely service.


Your feedback is important to us to consistently improve our services and meet your expectations.



Phone: (971) 4 212 4000

Reviews and updates

The Jetex Customer Promise is reviewed and updated annually. To ensure your satisfaction, we monitor our employees’ commitment to the promises we made in this charter while delivering the service to you through set of performance indicators and measuring your happiness level regularly. (Updated: March 2021)