The Power of Relationships: Insights from Air Partner’s Andy Balser - Vice President of Supplier Relations US
In aviation, excellence is not accidental. Behind every perfectly timed take-off and tailored journey is a finely tuned network of operators, suppliers, and specialists all working together. But who ensures every link in the chain is strong, trusted, and aligned to the same uncompromising standards? At Air Partner, that responsibility lies in the capable hands of Andy Balser, Vice President of Supplier Relations US. With decades of experience, a lifelong passion for aviation, and a laser-like focus on building the kind of relationships that make exceptional service possible, Andy ensures that Air Partner’s global network of partners isn’t just the best in the business today but is continually striving to be even better tomorrow.
We sat down with Andy to discuss why supplier relations are so crucial, how Air Partner’s approach benefits both clients and operators, and why investing in relationships is one of the smartest – and yet somehow most overlooked – ways to achieve excellence in private aviation.
Andy, can you start by telling us a bit about your role at Air Partner?
My role is all about building and nurturing relationships with the operators and suppliers who make every Air Partner flight possible. That includes aircraft operators, of course, but also catering partners, ground transport providers, and every specialist who contributes to the client journey. It's about ensuring we only work with the very best and that every partner meets the same high standards we set for ourselves – in safety, service, and reliability.
Day to day, that means reviewing performance data, monitoring compliance, meeting new suppliers to fill any business needs, and maintaining open, regular communication with our existing partners. It’s not a transactional process; it’s about cultivating genuine collaboration and building a system where we can win together. When we understand a partner’s strengths and capabilities, and they understand our expectations and values, it creates the foundation for consistently exceptional service.
Why are strong operator and supplier relationships critical in private aviation?
Because they’re the backbone of everything we do. When clients book with Air Partner, they experience the finished product – the ideal aircraft waiting on the tarmac, seamless coordination from our team, and thoughtful touches that make the journey personal. But behind the scenes, we have a network of trusted partners supporting our efforts to make each flight experience flawless. I’ve spent my entire career in aviation and know how essential these relationships are to delivering a world-class service, and what drew me to Air Partner was that they don’t just understand that – they actively invest in it. That level of commitment is surprisingly rare in this industry.
What makes Air Partner’s approach to supplier relations unique in the market?
The fact that my role even exists says a lot. Many aviation services companies, even large ones, don’t have a dedicated supplier relations function. And to me, that’s a real blind spot. If you’re not actively reviewing who you’re working with, how they’re performing, and factors like how they maintain their fleet or train their crews, how can you fairly attest to the safety or value of service? Additionally, we continually monitor the level of service that people receive from our partners every day because we believe that this is an extension of their service culture and ultimately how that will translate to our clients. Without this level of scrutiny, you’re just guessing – or doing things because that’s how they’ve always been done.
At Air Partner, we’re continually assessing which operators and suppliers we use, why we use them, and whether they remain the right fit. Those insights help us make better decisions for our clients – not just from a safety or service standpoint, but also financially and operationally. It’s about being able to make informed, intelligent choices, so if a client asks why we are suggesting a particular operator, we can confidently show them the reasoning and data behind that answer.
Beyond relationships, what do you believe gives Air Partner its edge?
Air Partner has long set the benchmark for safety in private aviation. Every aspect of what we do, from how we vet and approve operators to the rigorous processes underpinning each flight, goes well beyond industry requirements. That unwavering commitment to safety, combined with a genuine focus on service, is what makes clients feel completely confident putting their trust in us.
And then there’s our people. Across our global team, we have some of the most experienced professionals in the business – including individuals with knowledge of all aspects of aviation: flight operations, FBOs, logistics, aircraft management, and charter. That depth and diversity of experience give us a real-world understanding that goes far beyond coordination. It allows us to mitigate issues, make confident decisions under pressure, and deliver seamless travel solutions. It also means we can better support our partners, because we genuinely understand their world and the challenges they face.
Let’s talk about the Preferred Operator program. What is it, and why is it such a vital part of Air Partner’s offering?
The Preferred Operator program is the formal expression of our commitment to partnership. It’s a curated network of operators who have proven their excellence in all key areas – safety, reliability, service quality, and compliance. But more than that, they share our mindset and values. It isn’t a broad list; it’s a select group of trusted partners who have earned their place through performance, consistency, and a true commitment to being a good partner.
The result is a partnership model that benefits everyone. Operators get the stability and insights that help them grow, and clients get the reliability and peace of mind that come from knowing they’re in the safest, most capable hands.
What does that vetting process look like behind the scenes?
It’s rigorous, and intentionally so. Every operator we work with goes through a comprehensive review process. We look at everything from safety management systems and insurance to crew training, maintenance standards, financial stability, accreditations, contingency plans, and operational history. We also look at less tangible, but extremely important, service factors – how they communicate, how responsive they are, and how they handle challenges. And it doesn’t stop once they become a Preferred Operator. We review our partners on an ongoing basis, using both data and feedback to ensure standards remain exceptionally high. It’s not about catching anyone out; it’s about maintaining a culture of continuous improvement.
How does this relationship-first approach benefit both clients and operators?
For clients, it’s about assurance and quality. They can book with Air Partner knowing that every operator, every aircraft, and every element of the experience has been chosen with care and precision. There’s nothing left to chance. Whether you’re flying within the U.S., across Europe, or worldwide, the same safety standards, service levels, and attention to detail apply everywhere.
For operators, it’s about reciprocity and genuine partnership. We share data and insights that help them perform at their best, they share feedback that helps us continually refine our processes, and together we keep raising the bar. Operators also benefit from having a designated point of contact at Air Partner, consistent communication, and priority consideration for flights that align with their capabilities. It’s not a one-sided arrangement – it’s a relationship built on collaboration, transparency, trust, and shared success.
And finally, what does service excellence mean to you?
For me, service excellence is defined by consistency and care. It’s about earning and maintaining trust, delivering the same exceptional standard every time, and having genuine empathy for our clients. Aviation is a dynamic industry – expectations evolve, new challenges arise, and no two days are ever the same, but our commitment to those principles never wavers.
It’s also about repeatability. Many brokers claim to deliver an excellent service, but at Air Partner, we invest in the systems, the relationships, and the people that make it not just possible but consistent across every market and every client. And ultimately, that’s why our clients keep coming back, time and time again.
We hope you’ve enjoyed getting to know Andy. If you’d like to speak to our Supplier Relations team or learn more about becoming an Air Partner Preferred Operator, please contact: [email protected].
