Exceptional Service at Every Altitude: A Pilot’s Perspective

A conversation with Pentastar pilots Fred Danielson and Mike O’Keefe

At Pentastar, we pride ourselves on providing a standard of service unmatched in the industry. We recently sat down with pilots Fred Danielson and Mike O’Keefe to get their perspectives on the Pentastar charter experience.

Between them, Fred and Mike have over 30 years of experience working for the military, for commercial airlines, as college-level flight instructors, and as charter pilots. In this conversation, they shared some of their favorite trips, what sets Pentastar apart, and the best compliment they’ve ever received as a crew.

What does a day in the life of a Pentastar pilot look like?

It’s very varied. A lot of our work is out of Southeast Michigan, so we’ll fly down from Traverse City in the morning. We usually get there an hour prior to departure and get the plane ready. Then we’re off and on our way.

With charter flights, one of the most rewarding parts of the job is getting to know our customers. When we’re working with a new client, we start by trying to get a feel for their needs based on the trip they’ve booked — for instance, whether it’s a business trip or a family trip. As we build rapport with our passengers, we’re able to tailor our flights more closely to their preferences.

We often hear from customers that once they experience Pentastar’s level of service, it’s hard to go back. Have you found that to be true?

Absolutely. Any charter service can get clients from Point A to Point B, but what really sets Pentastar apart is our customer service. Our passengers appreciate the ways we go above and beyond to make sure they have a wonderful experience.

For example, we once flew a family to see their son play in a semi-final match with his hockey team. It was a tight itinerary, but we landed with plenty of time — until our clients realized the local car rental facility in town was closed for the day. We quickly offered up our rental car so they could make it to the game in time.

Something unique about flying with Pentastar is that our service doesn’t end once we reach our destination. Many charter companies take a quick-turn approach. This translates to a very small window for extended customer service on the ground. At Pentastar, on the other hand, our clients know we’ll work as a team to solve problems both in the air and on the ground to ensure the entire trip is a success.

What have been some of your favorite experiences as Pentastar pilots?

We love it when families get to fly with us. One of our favorite experiences was when we flew a family to Atlanta for an overnight stay. After we landed, we asked one of the children how their flight had been and what snack he would most like to have on an airplane. Without hesitation, he said Doritos. The next day, he boarded the plane for the return journey, and his face lit up when he saw we had six bags of his favorite chips waiting for him!

Moments like this may seem small to us, but for our customers, they make all the difference. In the short term, the kids were no longer sad about leaving their destination and were ready to start a long flight home. In the long term, we gained the trust and confidence of the father that his family would be taken care of every time they stepped onto our plane. This trust developed into all sorts of successful family trips where each interaction was better than the last.

What are some other aspects of the Pentastar experience that set it apart?

Our customers are often pleasantly surprised to learn that when we fly them to a destination, we’ll also be the ones taking them home. That allows us to build a relationship with them, which wouldn’t be possible if we switched out crews.

How do you handle challenging situations, such as turbulence?

A smooth journey isn’t just about making the flight more enjoyable for our clients. It’s also about drawing on our deep expertise in the aviation industry to make sure our customers feel safe, secure, and taken care of during every stage of their trip.

We recently flew a company to Tennessee. On the way back, we hit bad weather. We discussed the situation and decided to hold the flight near Chicago, west of the storm. Our passengers had some drinks, relaxed, and made some deals in the back of the aircraft. We then continued the journey without incident once the storm had passed. Our clients appreciated that we came up with a plan, communicated what we were going to do and why, and provided a new timeline.

What do you hear from customers about their experiences flying with you?

Customers often comment that the two of us get along really well. That’s true — and it seems to be contagious! When we’re having fun, they can’t help but have a good time in the back. People will also tell us they can’t wait to fly with us again. As a crew, that’s the best compliment we can get!