Redefining Luxury in the Skies: How Jetex Delivers Bespoke Hospitality to the World's Elite

In the world of private aviation, where time is the ultimate luxury and expectations run sky-high, service excellence isn’t just appreciated, it’s essential. At the heart of this promise is Jetex, a global leader in executive aviation, renowned for curating seamless, tailored experiences for the world’s most discerning travelers.

We sat down with Fabienne Mathis, Hospitality Director of Jetex Dubai, at their flagship terminal to understand how the brand continues to set benchmarks in elite customer service, personalization, and premium hospitality. From hosting weddings in the sky to orchestrating surprise celebrations for VIP travelers, Fabienne and her team are redefining what it means to travel in style.

Excerpts:

Jetex is known for hosting some of the world’s most premium travelers. How do you ensure the experience is always exceptional and tailored?

Personalization is key. From the moment a guest exits their car to when they board their aircraft, usually within just 15 minutes, we make every second count. Preparation is everything. We study guest preferences, understand the purpose of their travel and tailor the service accordingly. On the ground, our highly trained team observes guests discreetly and adjusts service in real time to align with their needs, whether it’s quiet discretion or something celebratory.

How has the UAE market responded to Jetex’s services? What kind of clientele do you typically cater to here?

We operate two FBOs in the UAE, one in Dubai and another exclusive terminal in Abu Dhabi. The client profile is diverse. In Abu Dhabi, for instance, we often serve government and protocol flights, while Dubai sees a mix of leisure and business travelers. The market here is incredibly dynamic, and we are equipped to handle a wide range of high-level guest needs.

Talent is crucial in luxury service. How do you select and train your team to meet such high expectations?

Passion is non-negotiable. We look for individuals who genuinely love hospitality. Beyond that, we invest heavily in training, signature service programs, safety training and excellence workshops. We ensure that every new team member has the skills, knowledge, and mindset to thrive and uphold our service standards.

Do you offer bespoke services beyond aviation, such as celebrations or special requests?

Absolutely. We take great pride in making our guests feel special. Whether it’s a birthday, anniversary or a personal milestone, we celebrate alongside them. For instance, we once hosted a wedding in the sky, where a couple chartered a flight and got married mid-air. It was a truly unforgettable experience, for them and for us. We also prepare surprises for guests when we notice a birthday is coming up, even without a formal request.

How does Jetex manage to continuously innovate in such a competitive industry?

While we are aware of competitors, our biggest competition is who we were yesterday. Every day, we ask ourselves how we can improve. What are the evolving needs of our clients? What’s trending in luxury and service? Then we adapt. It’s a mindset of continuous improvement, refining, upgrading, personalizing. That’s what keeps us ahead.

It’s the service and the soul behind the service. Anyone can have a luxurious terminal or a sleek aircraft, but what truly differentiates us is how we make people feel. Our guests expect excellence. We deliver that and more, by caring deeply about every detail, every moment, and every individual.