A Tale of Two Helicopter Operators

And why neither got my business.

We were in Glacier National Park last weekend. It was our first visit. Glacier is an amazing place, full of granite mountains, lakes, rivers, and waterfalls. It’s the kind of place that’s perfect to explore by helicopter.

There are two helicopter operators in West Glacier, right outside the park. Here’s our experience with them.

Mom-and-Pop

The first one you come to as you’re driving in from the west is the “mom and pop” operation my friend, Jim, had recommended. Jim operates Big Country Helicopters in Coeur d’Alene, ID and had worked with this particular operator to give one of his clients a helicopter flight over the park. This operator has just one helicopter, a Bell Jet Ranger, which seats 4 passengers. It’s the perfect size helicopter for the location — two couples or a family of four can fly together but it’s likely to be cost-effective enough to take just two passengers. I assumed that like most smaller tour operators, this operator was more likely to offer a personalized tour experience.

Unfortunately, when we stopped in to the office for this operator at about 5:10 PM on a Saturday afternoon, the office was closed. There was no sign on the door with hours or a phone number. There were no brochures to take away. There was nothing. It was as if they weren’t interested in doing any business. Oddly, there were two vehicles and the helicopter parked at the property. But no one was around to help us or even tell us where we might be able to get help.

As they say in Twitterland: #FAIL.

The Big Operator

The other operator in West Glacier flies Bell Long Rangers — the same helicopter I flew at the Grand Canyon back in 2004. These helicopters seat six passengers, but two face backwards. I’ve sat in one of those backwards-facing seats and I can tell you that it sucks. This operator had three helicopters, one of which was parked right alongside the road on a little hill — kind of like a car dealer might show off a car or truck to passersby. There was some activity by one of the helicopters; some park employees in uniform and a pilot in a flight suit scurrying around like they were prepping for a flight. No tourists around, though.

A sign on the door said they were open from 8 AM to 8 PM. We went inside. A woman greeted us before we could get to the counter. The conversation went something like this:

Woman: “Can I help you?”

Me: “We’re interested in a helicopter flight.”

Woman: “Well, we’re done for today. Do you want to book something for tomorrow?”

Me: “Well, can you tell us about the flights? Where do they go?”

Woman: “There’s a half hour flight for $110 per person and a one-hour flight for $220 per person. There’s another couple going out on a 9 AM flight tomorrow. I can book you on that.”

Me: “We’re leaving tomorrow morning. We’ll think about it.”

I didn’t have much to think about. The woman had lost my business by making three mistakes:

  • If your sign says you’re open until 8 PM, don’t tell potential customers that you’re “done for the day” at 5:15 PM.
  • If your customer asks a question, answer it. Don’t answer questions that aren’t asked until after you’ve answered the one that was. I didn’t ask how long the flights were or what they cost. I asked where they went. I expected to see some kind of map of the park with a flight route.
  • Ask your customers what time is convenient for them. Don’t try to put them into a time slot that’s convenient for you.

Her attitude was so typical of the big helicopter operators. They can save it for the tourists who don’t know better. I worked for an operation like that and I won’t subject myself to their type of “service.”

No Helicopter Tour of Glacier National Park

So we didn’t get to see Glacier from the air. That doesn’t mean I won’t. I’ll be checking into the rules and regulations for flying over the park. Maybe next year, on our way to Washington, we’ll take a northern route.

On Someone Else’s Vacation (Again)

I prepare to begin a 6-day helicopter excursion with two paying passengers.

Those of you who have been following my blog might remember that Flying M Air’s Southwest Circle Helicopter Adventure was featured in Arizona Highways, one of the best magazines about Arizona. Arizona Highways shares well-researched information and incredible photographs about the state, offering residents and regular visitors a guide to little-known places while enticing other folks to come for a visit or a more substantial vacation.

The magazine is well-known in Arizona but less known outside the state — except by photographers. Its photos form a sort of “gold standard” for southwest landscape photography. It also has a huge readership in Europe. Europeans — notably Germans and the French — love the U.S. Southwest, probably because it’s so different from anything out there.

Anyway, the magazine coverage got my phone ringing more than usual with people who were serious about flying with me. I sold several excursion packages, including one that begins today.

So starting in a few hours, I’ll be taking two folks from the high country on the east side of Arizona on a six-day, five-night helicopter excursion all over northern Arizona.

If you’re interested in such things, you can track our progress two ways:

  • Spot Messenger will be enabled during all flight segments. Visit http://tinyurl.com/FindMaria to see where we’re flying.
  • GPS Tracker, in my new Blackberry Storm, will be sending out signals of where I am every five minutes (while it is within cell phone coverage areas). Visit http://tinyurl.com/FindMaria2 to see where I am.

When he heard about these excursions, a fellow helicopter pilot commented to me that I’d really have to like the people I was flying around to spend six days with them. Well, that isn’t entirely true. I only spend about 1-2 hours a day with them. The rest of the time, they’re on tours (without me) and on their own. But, in general, the folks who do this excursion are very likable. After all, they like helicopters and they like touring Arizona. We’ve already got that in common, so we’re good to go.

I brought my still and video cameras with me on this trip and hope to share some images in daily blog posts. While my passengers are doing their thing, I’m doing mine. I have chores — tying down the helicopter’s blades, seeing to fuel, hauling luggage, checking in/out of hotels — but I have just as much free time at the destinations as my passengers do. I intend to make the most of it.

And get a little R&R when I’m done.

Just because I’m on someone else’s vacation doesn’t mean it can’t be my vacation, too.

Blessed by Arizona Highways

A great magazine gives my business a much needed shot in the arm.

Arizona Highways has long been one of my favorite magazines. There’s no other magazine that consistently shows off the beauty of our state with high quality photographs and articles that paint pictures with words. I’m sure that more than a few people have been lured to Arizona by something they saw in the pages of Arizona Highways. And I’m sure plenty of us have remained to make Arizona our home.

Last fall, I had to follow the route of Flying M Air’s Southwest Circle Helicopter Adventure. I’d hired a video production company to make a promotional video about my company and wanted footage from every location we visited, from Phoenix to Monument Valley. There would be a videographer on board for the entire six-day trip and another following in a truck with equipment they expected to need at each location. Since I had a spare seat on the helicopter, I decided to offer it to two different high quality travel publications. The idea was to put a photographer or writer on board and maybe build a relationship with that publication to trade flight time with advertising.

At least that was the idea.

The Arizona Highways editor responded quickly. He assigned one of the magazine’s writers, Keridwen Cornelius, to accompany us and write up a story about the excursion. If everything worked out well and they could use what she wrote, they’d send a photographer out to get pictures later.

Arizona HighwaysI was thrilled, but didn’t really expect much. I certainly didn’t expect the 10 pages about my Southwest Circle Helicopter Adventure that appeared in the May 2009 issue.

I got my advance copies about two weeks ago. I ate up Keridwen’s words and aerial photographer Adriel Heisey’s photographs. The article is amazing. Keridwen gave readers a look into her mind as she experienced each part of the excursion, from our departure from the Terminal 3 Helipad at Sky Harbor Airport to our winding canyon flight down the Verde River — and everything in between. For the first time ever, I’m able to understand how people who don’t usually fly around Arizona in helicopters see and feel about the magnificent terrain.

(By the way, this is one of the reasons I like to fly people who don’t usually fly. I get to experience a bit of the wonder of it all through their eyes.)

The magazine reached subscribers on Friday, April 10. That’s when my phone started ringing. I’ve been answering questions and sending out printed literature ever since. The Flying M Air Web site has also been busy, with about four times the hits it usually gets. The magazine just hit the newsstands and the Arizona Highways Web site. I formally announced it on Flying M Air’s Web site and began offering a 10% discount for all excursions booked before June 30.

And yesterday I booked an excursion for a couple from Pine, AZ for the last week in this month.

To say that this is a breakthrough for me is an understatement. One of the toughest things about building a small business is getting the word out about your services — especially when your services have a limited market and are relatively costly. My company is the only one in the country offering multi-day excursions by helicopter. But I can spend thousands of dollars on advertising and not be able to reach the right people. After all, ads are ads — we see so many ads, we know how to filter them out. But editorial content is different. And there’s nothing better than seeing a positive report about a product or service written by an objective third party.

I feel extremely fortunate to have my business covered in such a way.

I hope everyone reading this goes out and tracks down a copy of the May 2009 Arizona Highways. I really think you’ll enjoy every single page.

Lake Powell from the Air: First Trailer

Finally online.

After several false starts, I’ve finally managed to put together a short trailer for the video project I’ve been working on since October. The project is stalled right now due to circumstances beyond my control, but I hope to get it back up and running soon and have the DVD ready to ship by the end of April.

Until then, I hope you enjoy the trailer I put together today.

You can find a higher resolution version of this short video on the Flying M Productions Web site’s new Trailers page. You’ll need a fast Internet connection to smoothly access the 29 MB file. The file is in QuickTime format and if you have QuickTime Pro installed, you should be able to save it to disk. Feel free to share it with your friends.

Your comments are always appreciated. Go easy on me, though. This is my first foray into the world of Final Cut Express.

Another Day, Another Flight

Adding to my flight journal.

It was 1 PM yesterday afternoon when the Concierge of a downtown Phoenix resort confirmed a Phoenix tour for two at 3 PM, departing from Scottsdale Airport. The helicopter and I were in Wickenburg.

I took down the particulars, hung up, and went into my office. I created a flight plan and the weight and balance I needed to be legal for my Part 135 charter work. Then I took a very quick shower, dressed in black jeans with a button-down Flying M Air logo shirt and black shoes, and fled to the airport with my paper work.

The Flight Down

Things were quiet (as usual) at Wickenburg Airport when I arrived. I opened my hangar and did a preflight. Everything looked fine, but I was low on fuel. I swapped out the old Airport/Facilities Directory with the current one — again, required to be on board for all Part 135 flights — got in the golf cart, and towed the helicopter out to the fuel island. A while later, I had 3/4 tanks of fuel and was warming the engine on one of the “helipads” on the west end of the ramp.

The tow cart owned by one of Wickenburg’s other helicopter owners — there are four of us here — was on the pad beside mine. I wondered where he’d gone and whether he was having fun. Unlike me, he can afford to fly anytime he likes. Flying is costly and I’ve gotten to the point where I only fly when I have to — or have someone else picking up the tab.

That day’s flight was out of Scottsdale Airport, which was about 35 minutes away by helicopter. I wished they’d chosen Deer Valley Airport, which was 10 minutes closer, but I offered the option of Scottsdale and they’d taken it.

[This map, which I created at the request of one of the concierges, shows my Phoenix-area pickup locations. It’s interactive, so you can click a blue bubble to learn more about a location or zoom in to see the exact pickup location.]

There was no one in the pattern when I brought the rotors up to 100% RPM and made my departure call. I took off over the ramp, followed the taxiway parallel to Runway 05, and climbed out quickly. I dialed Deer Valley (DVT) into my GPS as I turned to the southeast. Soon I was flying over town and past my friend Tom’s ridgetop home just south of town on my way to the city.

Flying conditions were good. Very little wind, a few high, thin clouds. I’d checked the weather as part of my flight plan and knew the winds were light and variable all over the valley. It was also warm — 75°F. It would be an easy and comfortable flight.

I flew at about 400 AGL over rolling cactus-covered hills. Down below me, here and there, were RVs and ATVs making the most of our public land. The dust from a dirt bike traced the line of a trail in the near distance.

E25 to SDLI was halfway to Deer Valley when my TIS woke up and began picking up signals from Sky Harbor. I was very surprised to see a target at my altitude just a few miles away. I looked but didn’t see anyone in the sky there. I was tuned into the Northwest/Northeast practice area frequency (122.75), as I’d be passing right through the Northwest practice area. A flight instructor made a radio call to announce that he was doing ground reference work over the Quintero Golf Course at 2800 feet. My altitude. What the hell was a plane doing down in helicopter territory?

I made a call with my location and altitude about a minute later. I got a bit of pleasure when I saw the altitude indication for his target on my GPS climb several hundred feet. Scared ya.

I didn’t have to worry about airplane traffic as I passed between the hills on the southwest side of Lake Pleasant. None of the training airplanes would dream about being that low. A rocky desert terrain, surprisingly green from winter rains and studded with tall saguaro cacti passed beneath me in a blur. Out on the lake, there were dozens of sailboats — not very common on a lake normally filled with motorboats and jet skis. I descended with the terrain, made another call as I passed south of the New Waddell Dam and Lake Pleasant, and continued southeast.

I tuned my GPS’s comm to the Deer Valley ATIS and listened for the altimeter and runway in use. I wasn’t landing, but I wanted to know what the other traffic would be doing. When I cleared the area near Pleasant Valley Glider Port (P48), I turned more southbound toward Deer Valley. I crossed Carefree Highway a second time and tuned in Deer Valley’s North Tower.

“Deer Valley Tower, Helicopter Six-Three-Zero-Mike-Lima, nine to the northwest with Gulf, request transition along the canal toward Scottsdale.”

“Helicopter Six-Three-Zero Mike-Lima, Deer Valley Tower. Proceed as requested at or below two thousand. Deer Valley altimeter Three-Zero-One-Four. Report over the canal abeam the tower.”

I repeated the altitude restriction and headed toward where the Central Arizona Project canal crosses I-17, just inside Deer Valley’s airspace. The canal crosses both runway centerlines remarkably close to runway ends, but the altitude restriction put me below the landing traffic. It wasn’t that busy at Deer Valley anyway — probably fewer than four planes in the north traffic pattern.

I dropped down to 1800 feet as I hooked up with the canal and began following it southeast bound. The water was glass-like and reflected the few clouds high overhead. I wondered whether the people whose homes backed up against the canal were bothered by a helicopter flying past their backyards.

I made my call abeam the new tower. It’s been in operation about a year now and is huge, towering over the desert floor on the north side of the airport, midfield. I was told to monitor the south frequency. I’d already dialed it in and pushed the radio’s switch button.

I popped up about 100 feet to give myself extra space as I crossed some high tension power lines, then dropped back down to 1800 feet again. By then, I was crossing the runway center lines. Once clear, I called the south tower, requested a frequency change, and got it.

I listened to the Scottsdale ATIS on my GPS comm while I tuned into the tower frequency on my main comm. They were landing on runway 21 and the altimeter was the same. I punched Scottsdale (SDL) into my GPS.

I keyed my mic. “Scottsdale Tower, Helicopter Six-Three-Zero Mike-Lima, six to the northwest over the canal, request landing at the terminal with Alpha.”

The controller was a woman. Although I think I recognized her voice, she obviously didn’t recognize my N-number. She asked if I was familiar and I told her I was. Then she told me to continue inbound and report 2 miles west.

I left the canal and steered more southbound so I could come in more from the west. Now I was passing over homes and freeways, a good 500-700 feet off the ground. I heard the controller talking to another helicopter landing at Westworld for the Barrett-Jackson auction going on there. Then a jet getting an IFR clearance. Then I was about 2-1/2 miles to the northwest.

I called in. The controller cleared me to land, instructing me to stay east of the runway and taxiway. I repeated the landing clearance and restriction back to her. It was only after I’d released the mic button that I realized we both meant west. I debated calling her to clarify, but I knew that she meant west because to remain east, I’d have to cross the runway to the side opposite the terminal. So I didn’t call her. Instead, I just came in over the air park buildings, turning to parallel the runway on the west side for landing. A while later, I was setting down on the ramp with a Landmark Aviation guy in front of me, directing me as if I were some kind of commercial airliner. Silly.

The Tour

My passengers showed up a while later. I was waiting in the terminal for them. I’d wiped down the cockpit bubble to get the few bugs off before going inside to meet them.

They were a pair of newlyweds, in town for the big football game. Cardinals against Philadelphia, I think. He was in real estate and had been in helicopters a few times before. He was also a fixed wing pilot. She’d been in a helicopter only once before. I gave them the safety briefing and loaded them on board. He let her sit up front while he sat behind her.

One Tour of PhoenixMy passengers wanted to see a mix of desert beauty with cacti and city. I had already planned to take them up to Lake Pleasant and the flight out there would give them all the desert they wanted — and more. Then I planned to take them south, past the Cardinals Stadium. We’d finish up with a flight up Central Avenue, then right on Camelback so they could see their hotel from the air. From there, we’d return to Scottsdale Airport.

The flight was supposed to take 50 to 60 minutes. That’s how I advertise it. I don’t do the same route each time. It really depends on the passengers and the weather and the time of day. Since these folks were staying in a hotel on Camelback, I figured I’d stay north of Sky Harbor so I could easily fit an overflight into my plan. Since I was shorting up the distance that way, I’d have to lengthen it with a flight up to the lake.

Timing is always tricky. You come in too short and the passengers could get pissed off. You come in too long and you’re throwing money away. The trick is finding that happy medium — and being smart enough to adjust speed along the way to make it work.

This particular plan required me to talk to Scottsdale, Glendale (GEU), Sky Harbor (PHX), and Scottsdale airports’ control towers. I had to use six different radio frequencies and change my transponder squawk code twice. It was almost choreographed, like a dance, with very little time between communications points to change frequencies, think of what to say, say it, listen for the response, and react accordingly. All the time, I was narrating a tour, pointing our places of interest, and answering questions. My passengers were very talkative and I had to isolate them three times to hear instructions from a controller.

I like talkative passengers. It gives me a way to read their satisfaction about a flight. I really hate passengers who just sit there quietly. You never know if they’re happy.

Main highlights on this flight included horses in people’s backyards in Scottsdale, open range cattle and cattle ponds, dirt bikers, the lake and sailboats, the canal, Cardinals Stadium, mobile homes on the west side of Phoenix, Central Avenue “skyscrapers,” Camelback Mountain, the resort where they were staying, the mall where they’d used their American Express card the night before, and pools.

The flight took about 52 minutes. I consider that short, but my passengers were happy. I think they had something scheduled afterwards. I walked them back into the terminal, got paid, and left.

The Flight Home

The flight home was about the same as the flight out, but in reverse. I managed to screw up the frequency for the north tower at Deer Valley (should have been 120.2 but I was listening to silence on 122.2) and was off-radio for about 2 minutes. I realized the error and fixed it just as the controller was trying to raise me. I got scolded and felt like an idiot — especially since one of my friends was flying in and probably heard the whole exchange. Sheesh.

Hot Air Balloons from AboveNorthwest of there, I passed some hot air balloons being inflated. Since one was already fully inflated and I worried about the effect of my downwash, I kept my distance as I circled to take this shot with my Treo. Then I dropped down and skirted the empty desert, low level. I passed by some horses that may or may not have been wild — they didn’t seem the least bit interested in me. More campers, more quads, more lines of dust in the distance. I climbed back up to 500 feet AGL when I reached the homes on the outskirts of Wickenburg. I overflew my house and saw Mike on the driveway, waving up at me, before landing at the airport.

I put the helicopter away, feeling tired, hungry, and thirsty. I’d flown 2.2 hours and had earned enough to make one half of a helicopter loan payment.