... spending a few hours with Bob Wilson of the Wilson Air Center at Memphis International can be a rewarding experience. He is the son of Kemmons Wilson, founder of the Holiday Inn chain, who sought to bring his customer service experience to the business of fixed base operators (FBOs) at MEM following a protracted tug-of-war with the airport authority. Since that time, GM Dave Ivey and staff have brought the MEM location to the top of the service charts in industry surveys.
We’ve got Southwest 737s under scrutiny for its recent fuselage incident, and air traffic controllers under scrutiny for falling asleep and watching movies … as well as for an incident Tuesday involving an airplane carrying the First Lady to Andrews Air Force Base. Today, DOT Secretary LaHood is announcing new restrictions on ramp delays for international flights while requiring U.S. carriers to include all their add-on fees to published prices and refunding bag fees when the bags get lost (imagine that).
Back at Wilson Air Center, president Bob Wilson reflects on his own life experience as an aviator that includes 30 years in the Air Guard. “I’m living my dream,” he says. Wilson operates other companies and was recently nominated into the Society of Entrepreneurs, an organization that has father Kemmons in its Hall of Honor.
Wilson also oversees FBOs at Houston Hobby and Charlotte International, the latter under a management contract with the airport. It recently entered a similar management arrangement at Chattanooga, a move that came with controversy after the airport built a new FBO terminal to compete with the existing operator on the airfield, TAC Air.
Regarding Chattanooga, Bob Wilson disregards the controversy and relates that his company merely responded to an RFP. About the local market he says, “Personally, I think it’s a long-term play.” As evidence he cites a new VW plant – a $1.2 billion investment – and Amazon.com’s plans to build a two million square foot facility there. “It’s a real shining star in the state,” he adds.
Wilson says that one experience he learned from his father, that local markets need to dictate how a local operation is run, is one he has carried through in the management of his FBO mini-chain. “We have a core business,” he says, “but don’t tell individual operations what they can and cannot do. It depends on the local market.” The latter concept is certainly one that resonates with long-term FBO general managers.
Despite the downturn in the FBO business in recent years, Wilson says he remains optimistic about the business segment. And despite all of his success, he remains modest. One example: Wilson says he refuses to allow his folks to ask pilots for votes in FBO surveys held by industry publications. If the company delivers on what it promises, he says, the votes will come.
Look for an expanded article on Wilson Air Center in an upcoming issue of airport business.
Thanks for reading. jfi