Northern Jet's Commitment to Authentic Service Amid Aviation's Automation Trend

As the aviation industry increasingly embraces artificial intelligence and automation, Northern Jet is taking a bold stance by prioritizing authentic human interactions over technology-driven service. On November 20, 2025, the company announced an expansion of its Owner Services Department, solidifying its belief in the power of real relationships—what they refer to as "Authentic Individuals"—to provide unparalleled customer experiences.

In a landscape where many airlines turn to AI-driven systems and automated responses, Northern Jet stands out by focusing on the personal touch that has underpinned its success for over 30 years. CEO Chris Bull articulated this commitment: "We're not the biggest or the loudest. But what we are known for is our unwavering dedication to our clients and our culture. That kind of commitment cannot be automated."

A Dedicated Human Team Behind Every Trip

To enhance customer experiences, Northern Jet has crafted a specialized Owner Services Department. This team is entirely dedicated to delivering relationship-centric support to Private Advantage Card Holders, Fractional Owners, and Aircraft Owners. The team acts as a direct human liaison for Northern Jet clients, ensuring that each call is answered by a knowledgeable representative.

Mary Shad, a member of the Owner Services team, noted, "Our mission is simple: know every owner by name, understand their preferences, deliver with integrity, and always value their time. While technology certainly plays a supportive role, it can never replace the nuances of human service."

Every Call, Answered by a Human

One of the key principles that Northern Jet has adopted is a straightforward yet significant policy: every call that comes into the company is answered by a real team member. This approach eliminates frustrating experiences commonly associated with automated systems—including endless phone trees and AI-generated voice responses. As Bull emphasizes, "In private aviation, minutes matter. Our clients want to speak to a person who can assist them right away. We will never waste their time."

The Northern Jet Difference

Northern Jet's philosophy extends beyond mere service—it's an operational ethos. Unlike many competing brands that chase celebrity endorsements or high-cost marketing campaigns, Northern Jet's growth is rooted in authentic service, disciplined execution, and a culture steeped in care. This commitment is evident in the company’s impressive renewal rates and strong client loyalty, with many clients having worked with Northern Jet for over two decades.

As the aviation sector accelerates towards automation, Northern Jet's leadership believes that the true differentiator lies in human service. "In a world racing towards automation, having a dedicated individual who genuinely cares is more valuable than ever," Bull concluded.

By investing in individual relationships and staying true to its brand philosophy, Northern Jet not only reinforces its position in the aviation market but sets a new standard for how personal service can thrive amidst technological advancements.

With Northern Jet, clients can be assured that their experience won’t merely be about flying; it will be about being treated as valued individuals every step of the way.