I've been coming here for three years not because they are good but because it's the only FBO on the airport. Customer service is horrible. They pack the planes to tight. They have an attitude about anything you ask them to do. Recently we've called one hour out on the sat phone and asked for a taxi. We gave them our arriaval time within five minutes of when we were actually on the ramp and we found out that they hadn't even called the taxi yet. Not a good FBO, staff is rude, and the only good thing about this place is that it's on Key West. If the city would allow compitition a half way comnpetent FBO would turn Island City Flying Sercice into an overflow ramp.
In my 25 yrs as a professional corporate pilot, this FBO ranks among the top 5 WORST. Without going into the nauseating details, suffice to say the line service was extremely poor, the counter staff were unfriendly, rude and downright snobbish at times. During my five day stay, I was made to feel I was imposing on them and they were doing me a favor by talking to me.
We flew to KEYW on our way home. We decided just to stay one day and leave the next. After a lovely day in Key West we set about leaving the following day, only to discovered our right magneto was a complete bust. Island City Flying Services knowledgeable mechanics fixed the problem fairly quickly. We decided to stay another night, and their very help front desk person Rose hooked us up with a lovely hotel. Thank you everyone Island City Flying Service for helping to make our stay at Key West such an enjoyable stay.
When compared to other FBO's throughout Mid and Southern Florida this FBO has blown them out of the water. This is a small FBO that caters to a small town and it's guests. Usually there is 2 people working the desk, and it can get real busy for them 2 if 4 or more planes are deplaning at once and need assistance. Adriana, Mike, and Rose have alway been helpful to me, and the line crew has always been prompt to service the aircraft immediately if I need it. The lounge is nice with luxury Aviation furniture from Restoration Hardware. The Wi-Fi is free, and the customer service is outstanding. At no fault of this FBO, don't expect to find this type of customer service out in town while eating lunch though. I would recommend calling Island City on the UNICOM about 20 minutes out if you need a Taxi cab arranged to expedite services. Island City has a great relationship with the local cab service, and they do get priority for you over others in Key West.
This is one of the worst FBO's in the country. The staff, especially at the desk, takes rudeness to new levels. I think Steve Martin called it the "new cruelty", and they are expert at it. The manager, Peter?, seems to be a good guy, but the desk staff, watch out. Would you like an insult or two with that expensive fuel? May go commercial next time just to avoid Island City.