Air Charter Service has promoted Georgina Heron to Group Client Experience Director, as she joins the company’s board of directors.

Chris Leach, ACS Chairman, commented: “Georgina originally worked for us 20 years ago, in various roles, including in the accounts department and as my executive assistant, whilst studying for her degree. She joined the private jets team full time in 2008 as a broker and rose up through the ranks to the position of Director of Private Jets for ACS’s London office in 2018.

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“With her experience in running the company’s largest private jet team, and dealing with some of our biggest clients, her personal service really stood out. Georgina was the perfect fit for a newly created position as Director of Transformation, which she has held for the past two years, focussing on the use of technology to improve the customer experience. Following her success in this role, she has moved into her new position where she will oversee every aspect of the customer experience – including training, aftersales, our flight representation team and onboard experience – ensuring that we continue to be market leading in the levels of service that customers can expect from us.”

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Georgina said of her appointment: “Customer service is waning in so many industries and, as we enter the next stage of our growth, we need to develop our technology and training systems to meet the fresh challenges that come with scale. We must also ensure that we continue identifying areas of strength and weakness rapidly, improving where we can. My main goal in this role is to ensure a seamless and effective client journey, with exceptional personal service, for everyone who charters with us.”

Leach concluded: “Personal service has always been at the core of what we do, therefore having Georgina join the board to keep the business focussed on maintaining excellence in this area is the natural choice.”