On Unreasonable Requests

I get a call for a flight I won’t do — no matter how much is offered.

Last night, at almost 9:30 PM, my phone rang. Caller ID displayed a Bellevue (Seattle area) phone number. I answered as I usually do:

Me: Flying M, Maria speaking.

Him: Oh, hi. Is your helicopter out?

That was a weird question. I started to wonder whether this was going to be some kind of noise complaint call. If so, they had the wrong operator.

Me: No.

Him: Good. I need you to fly me from Manson to Lake Stevens.

Manson is a small town on Lake Chelan, about 30 miles from where I live. I wasn’t sure exactly sure where Lake Stevens was, but I knew it was on the other side of the Cascade Mountains, at least an hour flight time away.

Route
For this blog post, I looked up the location information and roughly planned a route. Two legs of this flight cross the Cascade Mountains; the vast majority of the flight is over rugged mountain terrain.

Me: When?

Him: Now.

I actually wasn’t surprised. His tone had that kind of urgency about it.

Me: I can’t do that.

Him: Well, I got your number from Dale.

Dale is another helicopter pilot with a business almost identical to mine. He’s based up in Chelan and actually lives in Manson. This guy had obviously called him first and Dale, being no idiot, wasn’t going to do the flight either. I could imagine this guy pressing him for an alternative and Dale giving him my number just so he could hang up. But getting my number from Dale doesn’t mean I’d be willing to do the flight either.

Me: You want me to fly you from Manson to Seattle in a helicopter at 9:30 on a Sunday night?

Him: Lake Stevens.

Me: Sorry, no.

Him: I’ll pay you $2500.

Me: No. I wouldn’t do it for any price. Sorry.

It kind of pisses me off when people think they can buy me. I’m not desperate for money. The truth of the matter is, the flight would have cost him about $1500 anyway, which probably would have surprised him. But I didn’t care. There was no way I was going to fly across the Cascades at night. My helicopter is VFR only and I had no idea what the cloud cover was to the west. (It’s socked in more often than not.) It also wasn’t legal for me to take the flight because (1) I wasn’t current for night flying with passengers and (2) I’d had two glasses of wine that evening.

Cascades Ridge
My helicopter’s nose cam captured this image on one of my few flights across the Cascades on a nice day. It wouldn’t be so pleasant at night, especially if it was cloudy.

There was some more talk back and forth. He was clearly outraged — and I don’t use that word as an exaggeration — that I wouldn’t drop everything on a Sunday night to fly him to the Seattle area. It was difficult to get off the phone with him without being rude. I kept wondering why he seemed to think that calling for a helicopter was just like calling for a cab ride. Finally, I was able to get off the phone with him.

Some people, I thought to myself. And then I put it out of my head.

Until about 20 minutes later.

I’d just gotten into bed and turned off the light when my phone rang. It was the same number. I didn’t answer it. Could he really expect a business to answer the phone at 10 PM?

Two minutes later, I got a text:

$2100 to fly me to lake Stevens right now

Apparently, the price had dropped. Maybe he didn’t recall offering me $400 more during his call.

I ignored the text.

If you don’t understand what makes this kind of request “unreasonable,” it’s this:

A Part 135 charter operator is required by the FAA to perform several preflight actions. These include preflighting the aircraft to make sure it’s airworthy, adding fuel if necessary, obtaining accurate information about the current weather conditions, obtaining information about the intended destination and alternatives, creating a flight plan, calculating a weight and balance for the passenger/cargo load, and preparing a flight manifest. This takes time — often more than an hour. I typically like at least 24 hours notice for charter flights but have done them with as few as two or three. But immediate? Never.

Besides, it was 9:30 on a Sunday night, long after anyone’s normal business hours. How can anyone possibly expect immediate charter aircraft service at that time?

I seriously doubt this guy got anyone to fly him to Lake Stevens last night. There’s no airport there so he’d have to go by helicopter or seaplane. And although there is a seaplane operator at Lake Chelan, I’m sure that company was all tucked in for the night, too.

Now I’m wondering whether I’ll hear from him again this morning. I’m just hoping that he calls Dale first and Dale takes him.

Flying with a Student Pilot

Dealing with questions about the R44 Raven I vs. Raven II and weight and balance, and instruction from a non-pilot.

Note to Visitors from Helicopter Forums:

I’ve been blasted on Facebook by a number of “readers” who obviously didn’t read this entire post before sharing their inane comments on Facebook and elsewhere. If you can’t be bothered to read something, you have no right to comment about it.

And here’s a special tip for the folks who like to read between the lines and find fault in what they’ve “read”: if you read and comprehend the actual words instead of your angry and cynical interpretation, you might just learn something.

Just saying.

The other day, I flew with a client who has been taking helicopter flight lessons for about a year. We’ll call him Don. I’m not a CFI, so I can’t train him. He’s flown with at least one CFI in R22s and R44s and, more recently, with an experienced ENG pilot now flying an R44 Raven I for other work.

Observations and Instructions

Don was the first of my two passengers to arrive for the flight. He climbed into the seat beside me as I was shutting down. For the first time, he really seemed to study the R44’s simple panel. He began pointing out the differences in what he saw: no carb heat control or gauge, mixture in a different place, Hobbs meter in a different place, etc. I attempted to explain that it wasn’t just the absence of carb heat that made the R44 Raven II different. The performance charts were also different. But not having the Raven I charts handy, I couldn’t really explain.

When the second passenger arrived, Don passenger insisted on putting him in the seat behind me — despite the fact that I always put the two men on the left side of the aircraft. They each weigh in at under 200 pounds, so balance is not an issue. But Don had learned that the larger fuel tank is on the left side of the aircraft, thus making that side naturally heavier. Someone had apparently “taught” him that it was better to put a second passenger behind the pilot to better balance the aircraft. For the record, it didn’t really matter to me — I’ve flown my helicopter in all kinds of balance situations. I admit that I was amused when he tried to justify his decision on takeoff by observing that it seemed more balanced when I lifted into a hover. I honestly didn’t notice a difference.

During the flight, Don made quite a few observations about the wind and weather conditions. None of them really affected the flight, although the wind did kick up and storm clouds moved in a little later on. (I had been monitoring the weather on radar while we were on the ground and they were in meetings.) But what kind of bugged me is when Don began telling me how to land in the off-airport landing zones that I’d landed in before. He explained that that’s how he’d done it when he was with the Raven I pilot he’d been flying with recently.

While I listened to his input, I did it my way, which, in some cases, was the same as he advised. After all, I am the pilot in command and I don’t blindly follow the instruction of non-pilots.

What his nearly constant string of advice told me, however, was that he trusted the other pilot’s judgement and guidance more than mine, despite the fact that I’d been doing charter flights for his company for two years and had obviously gained the trust of his boss, who happened to be the other man on board.

I held my tongue — after all, this was a client — but I admit that it really got under my skin after a while. Not only had he overridden my usual loading setup, but he was telling me how to fly. I ended the mission hours later with a bad taste in my mouth from the experience.

Setting Him Straight

Since I had already promised to send him my R44 weight and balance spreadsheet that would clearly show him how it was next to impossible to load an R44 out of CG laterally, I figured I’d address all of his concerns with one instructional email. The following is drawn from that email with names changed, of course, to protect my clients’ privacy. I think it might be helpful for student pilots trying to understand how what they’re learning applies in the real world — and why not all pilots do things the same way.

Don,

I just wanted to follow up on our discussion regarding R44 Raven I and R44 Raven II performance, as well as weight and balance.

I’ve attached the performance charts for IGE and OGE hover ceiling for both models of R44 helicopter. As you can see, performance for the Raven II is far superior to that of a Raven II, especially out of ground effect. Frank Robinson designed the Raven II for better performance in high density altitudes, and that’s why I paid the extra $40K to buy one. In Arizona, I routinely operated at elevations above 5,000 feet and temperatures over 90°F. I recall one particular flight when I was able to take off from Grand Canyon Airport, elevation 6609, on a 86°F day at max gross weight. Another time, I was able to depart with 3 adults and some luggage on board — at an estimated weight of 2300 pounds — from Bryce Canyon Airport on a day when the AWOS reported density altitude over 10,000 feet. Both of those flights would have been impossible in a Raven I.

R44 I IGE Hover Chart R44 I OGE Hover
The hover ceiling charts for an R44 Raven I.

R44 II IGE Hover R44 II OGE Hover
The hover ceiling charts for an R44 Raven II.

Some of the kinds of flying I do for your company would be very difficult in a Raven I — particularly the confined space landings and departures with 2 or 3 passengers on board. As you know, a maximum performance takeoff makes a “ground run” impossible, putting the pilot on the left side of the power curve until clear of obstacles. On a day when carb ice is possible, additional power is robbed by carb heat in a Raven I. It would take a lot of pilot skill to avoid a low rotor horn (or worse) on a departure like that in a Raven I.

The Raven II also has an extra 100 pounds of payload. That’s what makes it possible for me to take you, Alex, and Walt together, since we often depart the airport at max gross weight for those flights.

So the difference between the two aircraft is considerable. While a Raven I is great for cherry drying, photo work (with one photographer on board), and other low-payload missions, I think the Raven II is more flexible and reliable for charter operations.

We also talked a little about weight and balance. I almost always put both of my passengers on the same side of the aircraft and I do so for a reason: so they both have the same view. I’ve witnessed the frustration of passengers on one side of the aircraft talking about something that they see that’s impossible for the person behind me to see. To avoid that frustration, I seat people together. This is especially helpful in hot loading situations where it’s impossible for me to keep an eye on both sides of the aircraft at once.

While it is true that the larger fuel tank is on the left side of the aircraft, making that side heavier, that additional 80 pounds of fuel weight does not make a significant difference when loading the aircraft. This can be confirmed with the W&B spreadsheet I created and use for my flights. You can play “what if” with it all day long and find that it’s extremely difficult to load an R44 out of CG laterally. I’ve attached the spreadsheet for your reference; I pre-entered the information for Wednesday’s flight with Walt sitting behind you. Putting him behind me simply shifted the weight to my side — in either case, the weight was about 1-inch off center. Now if you were both 230 pounds, things would have been different! Play with the spreadsheet and see for yourself.

Weight and Balance Example

I’m glad to see that you’re enthusiastically learning all you can about flying helicopters. It’s also great that you’ve had an opportunity to fly with so many pilots. You can learn from all of us, especially since we all have different backgrounds and experience. I hope you keep in mind the fact that I’ve put more than 1700 hours on my Raven II (and more than 1400 hours on other helicopters before it) and have a pretty good handle on how to load and operate it. I know how it will react in just about any circumstance. I hope you’ll continue to quiz me as you work toward your private pilot certificate. It’s my pleasure to help you learn!

Maria

What do you think? Did I get my point across without getting rude?

April 27, 2014 Update

Less than an hour after I sent the above email message to Don, I got an email back from him that was followed up by a phone call before I’d even read the email.

Don thanked me enthusiastically for sharing the information, including the spreadsheet. He told me that he’s flown with 6 different instructors in R22, R44 Raven I, and R44 Raven II helicopters over the past year. He’s so early into the training process that he hasn’t even practiced any autorotations yet. He confirmed from his own experience what he’s noticed about the power differences between R44 I and R44 II helicopters. He believes that working with so many instructors has been a good learning experience.

My point is, he took my message in the spirit in which it was intended: as a tool for learning. So I guess I did okay.

Real Life Flying: Planning and Executing a Complex Helicopter Charter Flight

It’s not all fun and games.

On Wednesday, the assistant for one of my new clients called. She wanted to know about my availability the following Monday. Her boss wanted to take two companions with him on a flight to seven off-airport landing zones within 100 air miles of his office.

This wasn’t the first flight I’d done for this client. The previous Monday, just the two of us had gone flying to two off-airport landing zones. Two days later, he’d added a companion for a flight to one of those landing zones but had added off-airport pick up and drop off locations. Now, it seemed, he was putting me to the test by filling the helicopter with people for a whirlwind tour of a bunch of properties.

The first two flights were relatively simple, but this last one required some serious information gathering, planning, and math. And that’s the part of real world flying that the flight schools kind of gloss over in their sales presentations and training.

In this post, I want to dissect the planning required for this trip to give folks an idea of what they really need to know to become commercial helicopter pilots.

Feasibility with a Weight Limitation

The very first question that had to be answered was whether or not the flight was possible with my equipment. I fly a Robinson R44 Raven II, which is a remarkably capable helicopter. But every ship has its limitations and I knew as soon as I heard “three men” that I might be bumping up against one of them: weight.

My helicopter, with its new bladder fuel tanks installed, now weighs 1517 empty. Max gross weight — which must include me and the fuel I need to fly, along with my passengers and their stuff — is 2,500. So the first thing I needed to do was calculate the total weight of my passengers plus me, some under-seat gear I usually bring along, and the helicopter and subtract it from the max gross weight.

I asked how much the passengers weighed and got the following information: W: 180, D: 190, A: 240

Normally, I’d add 10 pounds to each person’s weight because everyone lies, but in this case, I knew the numbers were reliable. These folks often fly in a small airplane piloted by my client and I was confident that he got accurate weights from them. I could also weigh them before taking them onboard, but at this point, I wanted to see if the flight was even feasible before I hung up the phone with my client’s assistant.

I did the math on a piece of scratch paper. Me + gear + passengers + helicopter = 2,327 pounds. That’s less than 2,500, so we can fit.

But, of course, we still need to take on fuel — and it has to be enough fuel to get us where we’re going, as well as an airport where we can get fuel if we need it. So more math: 2,500 pounds max gross weight – 2,327 pounds payload (without fuel) = 173 pounds available for fuel.

100LL fuel weighs 6 pounds per gallon. How much could I take? 173 pounds ÷ 6 pounds per gallon = about 28 gallons of fuel.

How long could I fly with 28 gallons of fuel? The helicopter burns 15 to 18 gallons per hour, depending on load. I assumed we’d burn a lot since we would be heavy and I’d be flying at maximum cruise speed. So 28 gallons ÷ 18 gallons per hour = about 1.5 hours.

How far could we go in 1.5 hours? I felt confident that I could maintain an average cruise speed of at least 100 knots. 100 x 1.5 = 150 nautical miles.

Was there fuel available within range? Yes. (After all, it isn’t as if we were flying in the wastelands of Nevada or the Navajo Nation.)

So after all this math, what did I know? I knew that the flight was possible. I could book it.

Planning the Flight So I Know Where to Go

The next challenge was knowing exactly where I had to go. For the previous two flights, we’d had lots of fuel on board and no time issues. I planned the flight based on estimated waypoints, then let my client point me in the right direction to our destinations and guide me to the desired landing zone. Although this worked, it wasn’t the most efficient way to plan and execute a flight. (I can assure you that having a client point in the right direction and say things like, “Do you see that poplar tree?” when you can see about 200 poplar trees within the next five miles is not a very good method of homing in on a destination.) I needed more data in advance.

Although the assistant had initially identified the properties with their names and general locations, that information was pretty meaningless to me. I wanted GPS coordinates that would get me to the property so we could minimize flight time by flying direct. So I did what any computer-literate pilot would do: I asked for addresses.

She sent me a list of the property addresses. One by one, I plugged them into Google Maps. I dropped markers and wrote down the GPS coordinates. I then created waypoints in Foreflight on my iPad and plotted the route. It came out to a total of 205 nautical miles. Clearly, we’d need a fuel stop, but if I planned it right, we’d only need one.

Here’s my thinking on this. I was going to be making several off-airport landings into landing zones I’d never seen before. They could be confined spaces, like the location where I was supposed to pick up my client at the start of the flight. (More on that in a moment.) In a confined space, I’d need to make a steep approach and steep departure. This could be difficult to do with a heavy ship, especially as the day warmed up and performance started to decrease. To maximize safety, I wanted the minimum amount of fuel on board when I needed to make these landings and departures.

The First PlanThe plan I came up with (illustrated here) was to visit the first four properties, which would take us to our farthest point from home. While my clients tended to business at that last property, I’d buzz over to the airport to get fuel. Then I’d come back to get them and we’d hit the other two properties on the way home. This fit in well with my client’s plan.

This assumed, of course, that I did all my fuel calculations properly and we could go that far. By staying on course throughout, I’d have a much better chance of making it work. Otherwise, we could refuel at an earlier stop — most of the landing zones were near a few airports with fuel.

Knowing When to Say No

The First Landing ZoneOf course, the very first landing zone was going to be a problem. It was in truck loading zone on the side of a hill. There were various obstacles in three directions and a steep approach/departure was required. This was my client’s workplace (or near it) and he wanted me to pick up him and his companions there.

I didn’t feel comfortable taking off from that landing zone at max gross weight. It was just too tight with no room for error. So I did something some pilots think you can’t do: I said no to the client.

And the client did something that only the best clients do: he said okay. He asked if I could pick him up there and pick up his companions at the airport nearby, which was on the way. Since I knew I’d have no trouble departing from the big ramp area at the airport at max gross weight, I agreed. Problem solved.

Calculating CG to Determine Passenger Seating

So now I knew that the flight was possible and I had a flight plan to make it work. Next, I needed to know where my passengers had to sit to keep the aircraft within CG.

An R44 helicopter is not easy to load out of lateral CG, but longitudinal CG is another story. Unfortunately, I’m not a small person. Put another very big person up front with me with other folks in the back and a light load of fuel and you’ll get an out of CG situation. (This is just one of many reasons why it’s important for a helicopter pilot to stay slim.)

Out of CGNow, I like to be able to put the biggest person up front with me. Big people usually need more space, including more legroom, and the front seat has more legroom. But when I put 240-pound A up front with me, the CG plot points were outside the envelope. That means that I might not have enough aft cyclic to arrest forward motion. In other words, I might not be able to stop.

In CGSo I recalculated with the big guy in the back. The plot points slipped back inside the envelope. Problem solved.

I do want to point out here that in most cases, it really doesn’t matter where passengers sit in my helicopter. It’s just when we’re heavy with a big person up front that there’s a possible problem.

Getting the Fuel Right

Before I conducted the flight, I needed to fuel the helicopter. (I have a fuel transfer tank on my truck that I use when I’m in Washington.) And I needed to be very precise about how much fuel I added. I wanted to add as much fuel as I could to wind up with no more than 28 gallons on board when I picked up the client’s companions at the airport.

More math.

I figured that between warm up (twice), shut down (once), and travel time to the client and then to the airport from his LZ, I’d run the engine about 30 minutes. At 16 gallons per hour — a good estimate for burn rate during solo or otherwise lightweight flight — I’d burn 8 gallons. So when I left my base, I should have 28 + 8 = 36 gallons on board.

Unfortunately, my helicopter does not have precise fuel gauges. Although they’re pretty accurate, they don’t tell you how many gallons are on board. You have to “guestimate” based on the gauges and your knowledge of how the helicopter operates. I’ve been flying this helicopter for 7-1/2 years now, so I have a pretty good handle on it. I figured I had about 6 gallons on board. That means I needed to add about 30.

Another unfortunate thing is that the fuel meter on my truck’s fueling system is inaccurate. It always understates how much fuel is being pumped. I figure it was understating fuel pumped by about 10%. So if I wanted to add 30 gallons, I needed to measure out 33 gallons with the meter.

I can’t make this stuff up.

And yes, if I were smarter, I’d have an accurate stick for the tanks. But I simply haven’t gotten around to making one.

Conducting the Flight

I was due to pick up my client at 7:00 AM at the first landing zone, which was 20 minutes away. I like to get there early whenever possible — it’s never a good idea to make the client wait — so that meant I needed to leave my base at 6:30 AM.

I needed to remove the blade tie-downs, add fuel — I’d gotten back after dark the night before and was too tired to do it then — and preflight. Then I needed to start up and warm up. So after slugging down an excellent cup of coffee, I walked out of the mobile mansion at 6:10 AM.

(That’s another thing flight schools don’t mention — clients don’t usually have bankers’ hours.)

At the Ag StripIt was a beautiful morning — cool with calm winds. I’m based at an ag strip and I was very surprised that the pilot wasn’t flying. After all, the sun had been up for over an hour and the conditions don’t get any better for spraying crops.

In addition to fueling and doing all my usual preflight stuff, I also cleared every bit of unneeded equipment out of the helicopter. As I loaded this stuff into my truck, I realized that I’d probably been underestimating its weight for quite some time.

The flight to the client’s LZ was uneventful. I arrived right as planned, at 6:50 AM, and shut down to wait.

My client arrived right about 7 and climbed aboard. A short while later, we were picking up his companions. My reading of the fuel gauges had me right around 28 gallons.

Mattawa

Benton City

Ice Harbor

Saddle Mountain

We started with the two landing zones I’d already visited with the client. Because they were working at one property, we landed in a slightly different location nearby. But rather than hit the third landing zone, my client asked to skip over it to the fourth. He suggested that we get fuel after that one and, while I was refueling at the airport, he and his companions would drive to the other property. Because they normally fly in a small plane to that airport, they keep a car there.

Using Foreflight for guidance, I found the next property and then followed my client’s directions to a suitable landing zone. It was another tight spot at the bottom of a hill, surrounded by trees and fruit boxes. I was glad I wouldn’t have to take off at max gross weight from that spot.

But as I shut down the engine and they drove off with the man who’d met them there, I started wondering whether we’d actually make the next airport. It seemed that our fuel consumption was higher than I expected. It could have been the added time for the cool down and warm up at each destination. I studied the gauges and didn’t like what I saw. The airport was 15 miles away. I should have enough fuel to make it with the reserve, but would I? Would I see the dreaded low fuel light?

Of course, I worried for no reason. We made it to the airport with fuel to spare. The biggest challenge was finding the FBO ramp at an airport I’d only been to once before — and that time, from a completely different direction. They drove off in their car and I shut down, then went inside to place a fuel order. Then I had lunch: a granola bar and a bag of cookies.

(Yep, that’s another thing the flight schools don’t tell you about: the joys of finding a meal (or a clean bathroom, for that matter) when on a job.)

By the time they returned, time was short. My client had to be back at the office by 1 PM for a meeting. We had enough time to visit one more property, then headed back home. I dropped my client off first, made an easy departure from that confined space with light fuel and just the two bigger men on board, and then dropped them off at the airport.

When I lifted off solo with only about 10 gallons of fuel on board and no extra junk under the seats, the helicopter seemed to leap into the sky, tilting backward at a crazy angle. But that’s only how it seemed after being so heavy all day long.

I was back at my base by 1:30 PM.

Looking Back

I’d flown a total of 3.1 billable hours and had landed at five different off-airport landing zones, two of which I’d never been to.

This was not a difficult job, although planning did require a lot more effort than most of my jobs do. Just figuring out where I was going based on street addresses was a chore that took at least 30 minutes to complete.

But most of our flight time was spent over farmland with very little time over “remote” areas. That takes a lot of stress out of the flight. In the event of a problem, I could always set down at a farm for help. Not so with many of the flights I do in Arizona — some of which are in areas so remote that aircraft have been known to disappear for over a year.

My client and his companions also made the trip very enjoyable. Although they talked business most of the flight, they also joked around with me and answered my few questions about some of the farms and orchards we flew over. After years of flying in Arizona’s desert, it’s quite refreshing to get a view of a whole different world from my seat. Having passengers who can help explain what I’m seeing really makes the flight enjoyable for me.

But I like this client for a more important reason: he understands the value of the service I offer with my helicopter. On the way back, we talked about how much time it would have taken to drive to the same places. They agreed it would have taken at least 7 or 8 hours just do do the driving. We did it in six, including stops as long at 30 minutes in some places. And although my client could fly faster in his plane, he can’t land at each of the properties. He has to spend additional time driving between them and the closest airport. A helicopter can land onsite — that saves time, too.

For people who know that time is money, money spent flying is money well spent.

Dealing with In-Flight Passenger Requests

Remember the primary job of every pilot-in-command: fly the aircraft.

Phoenix MapYesterday, I had a rather unusual charter for Flying M Air. I needed to take two men on an aerial survey of commercial properties throughout the Phoenix area.

A Full Workload

For two hours, we flew low (about 300 feet AGL) and slow (about 50 knots) over building rooftops. While this may have been too low to need to worry much about traffic, I did have to keep an eye out for obstacles, such as towers. And because some of these properties were within Class D and Class B airspace, I had a lot of radio work to do.

As you might imagine, I had a pretty serious workload.

Yet ten minutes into the flight, it appeared that my under-prepared clients expected me to know the street addresses of individual buildings that we flew over.

For those readers who are not pilots, I may need to point out that finding the street address of a building you’re flying over is not easy. The address is not painted on the roof. The street out front isn’t labeled on the pavement.

Yesterday, we covered an area 26 x 33 miles in size. That’s over 800 square miles. It would not be possible to know the names of every single street — and recognize them from the air! — in an area that size.

Foreflight Street MapYet, believe it or not, I tried to accommodate them. I had my iPad with me and Foreflight software running. I had the Street Map displayed and was zoomed in far enough to read street names. When they asked, I attempted to read off the street name beneath us. I left it for them to try to get a number of the building. I did this for about 10 minutes.

And then I realized that what they wanted me to do was far beyond my duties as a pilot.

A Pilot’s Duty

Aviate, navigate, communicate. Those are my responsibilities, in the order of importance.

Aviate = Fly the aircraft. That means not only keep it in the air safely, but avoid hazards like other traffic and obstacles.

Phoenix Terminal ChartNavigate = Go where you need to go. That means knowing where you are, where you need to go, and how to get there. It means following the instructions of air traffic control. In my situation, it also meant keeping track of the airspaces I needed to fly in: Deer Valley Class D, Scottsdale Class D, Phoenix Class B, Chandler Class D, Phoenix Class B (again), and Deer Valley Class D (again). Certain rules apply in these airspaces and I needed to abide by these rules so I needed to know when I was nearing or in these spaces.

Communicate = Talk to air traffic control or other aircraft. Communication is required in controlled airspaces. Not only did I have to talk to towers to legally enter their airspace, but I needed to tell them what I wanted to do while I was in there. I had to acknowledge and respond to their instructions and traffic advisories.

If any one or two of these duties had been light — for example, if we were cruising point to point at 100 knots 500 feet AGL instead of flying low and slow in an area with potential obstructions or if we were flying in the middle of nowhere where navigation and communication weren’t a factor — I may have been able to provide them with more of the information they wanted. But with the heavy workload I had to deal with, adding another complex task — one that clearly required me to remove a hand from the controls and eyes from outside the cockpit — was far more than I could handle safely.

Indeed, if I had continued to try to provide this additional information for them, I would have put our flight in danger.

I was smart enough to realize this and I simply stopped providing address information. Instead, I mentioned street names that I knew as we flew over them. I let them deal with figuring out where we were.

Pressure on the Pilot

You might wonder why I even tried to meet this client request. After all, it seems like a no brainer. I was pretty busy doing what had to be done. Why add more to my workload?

The answer is easy: pressure to please the client.

All pilots feel this pressure. The client is paying for a service. We feel a need to please that client by providing every bit of service he requests.

But this is wrong. So often, client requests are unreasonable or unsafe. The pilot-in-command is responsible for the safe operation of the flight. The pilot in command has the authority to say no to any request he or she thinks would jeopardize the safety of the flight — or, for that matter, get him or her in hot water with the FAA.

As the owner/operator of a charter business, I may feel more pressure than a pilot who has no real stake in the profitability of the business or the ability to get repeat customers. In other words, I may feel more pressure to make clients happy. But should I? Of course not! I need to be a pilot when I’m in the air. I can be a business owner when I’m on the ground.

Client Shortcomings

In all honesty, I was a bit peeved with the clients. These guys were almost completely unprepared. The only legible map they had of the survey areas was an image on an iPhone with limited scalability. They didn’t have a GPS. They didn’t even have a camera. Either tool would have helped them get the location information they needed on their own. I’ve taken plenty of survey clients out on flights in the past and they’ve always been very prepared to track their location and take notes along the way.

How could I have made the situation better? I could have told them point-blank that I would not be able to provide exact street addresses during the flight. I could have recommended that they get a street map that they could mark up while we flew. I could even have refused to depart unless they had the tools they needed to get locations on their own. But I didn’t do any of these things. I was on the ground, wearing my business owner hat after prepping the aircraft for a 2-hour charter that had already been paid for in full. I wanted to complete the flight.

To the clients’ credit, after I stopped providing street names, they didn’t press me for them. I think they realized that my hands were already full. They took some notes and spent a lot of time just looking. At the conclusion of the 2-hour flight, they seemed happy enough with the results.

But I know they could have gotten a lot more valuable information — and made the cost of the flight more worthwhile — if they’d been better prepared.

Two Points

There is a moral to this story. Two of them, in fact.

  • A pilot needs to prioritize his workload in flight. The first three items must be aviate, navigate, and communicate. If doing all that doesn’t take up all of the pilot’s attention, additional tasks to meet passenger requests may be added.
  • A client needs to be fully prepared for an aerial survey mission. That means coming with maps, GPSes, cameras, or any other equipment that will help him get his part of the mission done. In addition, he needs to communicate, in advance, with the pilot to learn about the limitations of the flight.

Sometimes, when I read accident reports, I wonder whether the accident was caused by a pilot doing something other than his primary duty of flying the aircraft. While it’s great to be able to meet all the needs of a paying passenger, conducting a safe flight and getting back to base in one piece is far more important.

I’d love to hear other stories about handling client requests beyond the call of duty. Use the comments link or form for this post.

Shop Smart for Services: Avoid Dealing with Middlemen

I cannot stress this enough.

As usual, I’ll use a story to illustrate my point. I’ll try to keep it brief.

The Flight

Today, Flying M Air did a 2-hour charter for two men from Texas. They’d come to Phoenix to do a rather unusual aerial survey. I don’t think it would be appropriate for me to go into details of what it was all about, but I can say that it required me to fly low and slow over a bunch of commercial properties all over the Phoenix area.

The flight was booked last minute in an odd way. I got a call from a local airplane charter company who told me that these two guys had shown up to charter a helicopter — which the airplane charter company did not have. Could I take these guys on a survey flight? I spoke to one of the clients, got a few quick questions answered — including their weights, which I needed to calculate a weight and balance for the flight — and told them my rates. Then I hung up and got ready to meet them at the airport in less than two hours.

I was just leaving when my phone rang. It was XYZ Company (not their real name), which I wrote about at some length here. The short version is that XYZ is a booking company that markets itself as a provider of aviation (and other) services but doesn’t own a single aircraft. Instead, it hires third party companies (like mine) to provide the services,

The XYZ person on the phone told me they were sending two clients to me. She then proceeded to describe the job I’d booked directly with the client.

I told her I’d already booked it with the client and that the client was going to pay me with a credit card at the conclusion of the flight. I was trying hard to keep XYZ out of it. It didn’t matter much to me — I’d get paid the same amount whether they were involved or not — but I simply don’t like the way XYZ does business. But the caller told me that the client already had credit with XYZ and that XYZ was willing to pay me for the 2 hours of flight time up front with a credit card.

I didn’t want the client to pay me and still be on the hook with XYZ, so I took the payment. I then called the client and told him what had transpired. He seemed happy enough.

I went to the airport and did the flight. It was far from an ideal setup. For some reason, the client expected me to know the addresses of the buildings we flew over. As if flying a helicopter 300 feet off the ground while watching for obstructions and other traffic and talking to an airport control tower wasn’t enough of a workload for me. They were completely unprepared to get the location information they needed — hell, a handheld GPS, which I could have provided with enough notice, would have been a real handy tool.

But the client seemed satisfied with the flight. It was a nice day to fly and I was paid up front. So how could I complain?

The Lesson to Be Learned

I do, however, want to use this story as a lesson to folks shopping around for services — perhaps for holiday gift-giving.

There are several points to be made about what transpired. Although these points deal specifically with XYZ, they also apply to similar organizations that act as booking agents for services:

  • XYZ Company makes money off every flight it books. It typically marks up my services by 30%. So yes, if you bought an hour of flight time from me, it would cost you $545. But if you bought the same hour of flight time with XYZ in the middle, it would cost you about $700. In today’s story, these guys spent $300 more than they could have for the same service.
  • XYZ Company does not give refunds. For any reason. If you need to cancel a flight, you get a credit for the amount you paid. You have one year to use it elsewhere. Since I don’t (usually) take payment in advance, when you book with me, you don’t need to worry about refunds or credits. So if XYZ had been unable to book the flight with me, these clients would probably be stuck with a credit.
  • XYZ Company charges a fixed price for the service you say you need. So if you want 2 hours of flight time, you’ll pay for it up front. If you fly only 1-1/2 hours, you’re out of luck since they don’t give refunds. But because I charge charter clients based on actual time flown, if they fly less than expected, they pay less than expected. In fact, I typically overestimate flight time so folks feel good when the final cost is less than they thought it would be.
  • XYZ Company can’t be relied upon to get a reservation handled correctly. This is a classic example: they booked an airplane when the client clearly needed a helicopter! These guys flew in from Texas for this survey — imagine if there weren’t any helicopter charter operators available to do the flight on such short notice. They would have made the trip for nothing. Another time, they booked a 5-hour survey flight for a client that required landing illegally in a wilderness area (which I was not going to do). And I can’t tell you how many phone calls it takes to arrange a flight for a client with XYZ in the middle. Right now, I’m waiting for a yes/no answer on a flight they’ve called me about four times already — and I still don’t know if it’s going to happen.

Yet time after time, people turn to companies like XYZ, relying on a middle man who knows nothing about the provider’s capabilities or operations. The chain of communication is never properly established, services are misrepresented, clients and providers get unpleasant surprises at job time.

And the buyer of the services is paying a 20% to 40% premium.

What are they getting for this extra cost? Well, they don’t have to call more than one company that appears in Google’s search results.

You see, that’s how these companies get the calls. They buy up domain names and Google AdWords. They set up generic websites for local helicopter tours or airplane tours or balloon rides or skydiving. You search and they come to the top. You look at their site and you think they’re some big adventure travel company with airplanes and helicopters and hot air balloons all over the country. You call and they assure you they can help you. So you stop looking and let them do the work.

Is that worth 30% more than you could pay?

If you think so, fine. Like I said: it doesn’t affect me. I get paid the same amount, whether you book through me or them.

But in a day and age when everyone is so hot for deep discount deals like the ones Groupon offers, it seems so very strange to me that people would be willing to give money away to a middleman just because he knows how to dial a phone.