Diamond Certified Company Report

Pacific States Aviation

Diamond Certified Company Report

Pacific States Aviation

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 181 VERIFIED CUSTOMERS i

S.D.L.

VERIFIED Pacific States Aviation CUSTOMER

1 of 181

Quality 10
10 10
Loyalty No
CRITIQUE

PSA is the place to go in the Bay Area. In my opinion, they are the best out there.

They do a very good job of greeting you, so their customer service, I guess.

A.A.L.

VERIFIED Pacific States Aviation CUSTOMER

2 of 181

Quality 10
10 10
Loyalty Yes
CRITIQUE

I had a maintenance problem on a nose strut. They were able to come out and service it. It didn't cost me a dime. They have been wonderful, and I highly recommend them.

I had like three rental cars the last time that I was there. They were able to bring them right out to the plane, no problems.

Andrew M.

VERIFIED Pacific States Aviation CUSTOMER

3 of 181

Quality 10
10 10
Loyalty Yes
CRITIQUE

They had everything ready when I got there, rental cars and a courtesy car on the mat, and a very nice, professional staff.

The rentals were all set.

Read All 181 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Pacific States Aviation is a fixed-base operator (FBO) that provides a complete array of aviation services at its Concord facility. In addition to maintaining, repairing and overhauling all types of aircraft for everyone from recreational fliers to commercial businesses, the company offers FAA-approved flight training programs that are designed for students who want to begin careers in aviation.

Director Jennifer Farmer says Pacific States Aviation’s ability to anticipate its clients’ needs and make quick accommodations has been an important aspect of its success. “Even though we’re providing specialty services, this is just like any other business—if we can be less reactionary and more predictive about what our customers need, it makes everyone’s life easier. We have the experience to ask the right types of questions that lead to a smooth process.”

Pacific States Aviation also offers concierge services in order to provide hassle-free arrivals and departures for its customers, including hotel reservations at crew rates, shuttle service, and advice on nearby dining and shopping. “Our amenities ensure that both crews and passengers have an enjoyable visit, whether they fly a Cessna 152 or a Gulfstream G5,” says Ms. Farmer. “We’re here to handle every detail for our clients—all they have to do is ask.”

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COMPANY REPORT NAVIGATION

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Pacific States Aviation

Service AREA

Western United States

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SERVICES PERFORMED

Fixed-Based Operator (FBO)
Flight Training,
Maintenance, Repair & Overhaul (MRO)
Aircraft Parts
Line Services
Concierge Services

BRANDS Supported
  • Avfuel

  • Avtrip

  • Cessna

  • Tronair

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Pacific States Aviation

A look at Pacific States Aviation’s hangar

Company Profile

Pacific States Aviation is a fixed-base operator (FBO) that provides a complete array of aviation services at its Concord facility. In addition to maintaining, repairing and overhauling all types of aircraft for everyone from recreational fliers to commercial businesses, the company offers FAA-approved flight training programs that are designed for students who want to begin careers in aviation.

Director Jennifer Farmer says Pacific States Aviation’s ability to anticipate its clients’ needs and make quick accommodations has been an important aspect of its success. “Even though we’re providing specialty services, this is just like any other business—if we can be less reactionary and more predictive about what our customers need, it makes everyone’s life easier. We have the experience to ask the right types of questions that lead to a smooth process.”

Pacific States Aviation also offers concierge services in order to provide hassle-free arrivals and departures for its customers, including hotel reservations at crew rates, shuttle service, and advice on nearby dining and shopping. “Our amenities ensure that both crews and passengers have an enjoyable visit, whether they fly a Cessna 152 or a Gulfstream G5,” says Ms. Farmer. “We’re here to handle every detail for our clients—all they have to do is ask.”

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Company Philosophy

“We pride ourselves on going above and beyond for our customers and treating them like family. By taking the time to learn about their needs and preferences, we can tailor our services to make sure they have the best possible experiences.”

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Comparative Summary

Few aviation service companies have earned the prestigious Diamond Certified award, which means they’ve been independently rated Highest in Quality and Helpful Expertise®. Even fewer can also claim more than 70 years of industry experience, but that’s exactly the case for Pacific States Aviation. “This was one of the first private aviation service companies formed after World War II,” says Director Jennifer Farmer. “Prior to that, public airports were few and far between, so you had to take your fuel, maintenance and support vehicles with you. But as the industry started to grow, fixed-base operators began to serve private air travelers, and in 1946, Pacific States Aviation was born. With our decades of experience, we have what it takes to ensure our clients have the best possible experiences.”

Pacific States Aviation provides a complete array of aviation services at its Concord facility. In addition to maintaining, repairing and overhauling aircraft for everyone from recreational fliers to commercial businesses, the company offers FAA-approved flight training programs that are designed for students who are pursuing aviation careers.

In contrast to many aviation service companies, Pacific States Aviation utilizes its FAA certification to provide its clients and students with greater value and assurance. “Other companies do flight training and maintenance, but they don’t have to follow regulations as stringent as the ones set forth by the FAA,” says Ms. Farmer. “Our flight academy students have access to FAA-approved programs and simulations, and all our mechanics work according to FAA rules and regulations.”

Ultimately, Ms. Farmer sees Pacific States Aviation’s ability to offer “one-stop shop” aviation services as its most important attribute. “Since we’re able to handle everything from flight training to MRO services, we’re less reactionary and more predictive about what our clients need to make their lives easier,” she explains. “If we can be an anticipatory partner as opposed to a service company that reacts to requests, we can provide better service and make sure our clients are taken care of every step of the way.”

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Industry Info

If you own a private aircraft, choose a fixed-base operator that provides concierge-style services to ensure the best possible experience.

Regardless of whether they’re flying for business or pleasure, individuals on private flights usually need more than just a runway. Rental cars or limousines, aircraft maintenance and repairs, food and beverages, and assistance with travel and leisure plans are all things travelers may not be able to easily handle on their own. Fortunately, finding a good fixed-base operator (FBO) that’s able to handle those types of requests can ease the stress of travel.

According to Jennifer Farmer, director of Pacific States Aviation in Concord, the best FBOs go beyond being a landing strip. “For example, you might need a vehicle, a place to spend the night, or maintenance and detailing for your airplane,” she says. “Your FBO should be an anticipatory partner as opposed to a service company that reacts to your requests. That way, you’ll receive better service and have a smoother experience without having to ask for each thing.”

How to find an FBO that caters to your needs
If you’re traveling and you want assistance with accommodations, logistics or other aspects of your trip, there are a few ways you can increase your chances of getting good results:

  • Research ahead of time to find an FBO that offers the services you need (airplane maintenance, overnight parking, refueling, catered meals) and supports the contract fuel program you use.
  • Talk with the FBO staff ahead of time if you know you’ll need specific services. Let them know what you’re looking for and ask if they’re able to provide assistance or suggestions.
  • Have a detailed list of wishes so you can better express your needs to the FBO staff. This may include dates, timing, budget, entertainment or lodging specifics and other items. If possible, go over your list with the FBO concierge service or send them your list ahead of time.
  • Try to stick with the same FBO if you regularly travel to certain locations. This gives the staff a chance to get to know you and learn your needs and expectations.
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Frequently Asked Questions

Q: What types of aircraft does your flight academy have?
A: Our training fleet has many types of aircraft that are kept in top condition, including a Piper PA-44 Seminole.

Q: Do you accept international students?
A: Yes. We’ve been training domestic students since 1946 and international students for more than 30 years. We’ve trained students from Southeast Asia, Japan, Korea, China, India and more.

Q: What’s your typical instructor-to-student ratio?
A: Our instructor-to-student ratio is six to eight.

Q: What are your MRO capabilities?
A: As an FAA-approved repair station, we can service both piston and turbine aircraft, including Lycomings and Cessnas. We offer phase inspections, annual and periodic inspections, power plant inspections and repairs, aircraft system inspections and repairs, airframe repairs (both major and minor), engine overhauls, aircraft maintenance management and consulting, pre-purchase inspections, STC installations, AOG services, and professional aircraft detailing.

Q: Do you offer emergency or medical call-out services?
A: Yes. We offer 24/7 callout for emergencies and medical flights, even on holidays.

Q: Do you service Tronair equipment?
A: Yes. We’re the only authorized West Coast service center for Tronair, and our technician has factory training, which means clients with Tronair equipment don’t have to ship their equipment to other states.

Q: Who is your fuel provider?
A: Avfuel. Our fuel rates are very competitive and we have a variety of contract fuel programs, including the EPIC Contract Fuel Program, Everest Fuel and Avfuel Contract Fuel.

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SELECTED PHOTOS FROM Pacific States Aviation

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Rashid Yahya

Expert CONTRIBUTOR PROFILE
  • Rashid Yahya is CEO and Chief Pilot of Pacific States Aviation, a Diamond Certified company. He can be reached at (925) 399-1989 or by email.

Rashid Yahya: Achieving Liftoff

By James Florence, Diamond Certified Resource Reporter

CONCORD — Originally from India, Rashid Yahya came to the United States to get his lofty professional aspirations off the ground. “After getting my engineering degree in India, I came to Northern California and attended the Sierra Academy of Aeronautics,” he recounts. “After earning my pilot’s license, I went on to become a flight instructor at the school and gradually worked my way up to becoming director of flight operations. Since then, my focus has been managing flight schools and pilot training programs for domestic and international students alike.”

In 2011, Rashid joined Pacific States Aviation, where he helped the small fixed-base operator achieve a much-needed liftoff. “When I first started, we only had three planes and four students; we’ve since expanded to about 75 students and 15 aircraft.”

Today, as CEO and chief pilot of Pacific States Aviation, Rashid says his favorite part of his job is seeing his students succeed. “Each time a student completes their first solo flight or gets their pilot’s license, it makes me very proud and happy. Even though it’s their achievement, we have the privilege of sharing in that success with them.”

A resident of the East Bay (where he lives with wife, May), Rashid spends his time outside of work on a variety of pastimes. “I enjoy traveling, riding my motorcycle, racing go-karts and spending time with my three adult children,” he details. “I’m also a big basketball fan and a season ticket holder for the Golden State Warriors. I’ve been going to Warriors games for more than 20 years, back when tickets were like $15.”

In regard to a professional philosophy, Rashid believes employees are the backbone of any business. “Most companies talk about putting clients first, but I believe the first priority should be taking care of your staff,” he explains. “If you take care of them, they’ll take care of the customers for you, and when that happens, everybody wins. The other thing is, you can teach any skill or technique, but you can’t change a person’s attitude. So, whenever I hire someone, I like to see that they have the right attitude to work with us because I want to maintain a positive company culture.”

When asked the first thing he’d do if he were to retire tomorrow, Rashid says he wouldn’t. “I want to do what I’m doing for as long as I can. If I did retire, I would have my own airplane and keep flying. And even if I wasn’t able to fly, I would continue to be an instructor, because there’s really no age to stop teaching.”

Ask Me Anything!

Q: What’s your favorite local restaurant?

A: 54 Mint Forno Italiano in Walnut Creek.

Q: If you could travel anywhere in the world, where would you go?

A: Japan. I’ve traveled so much through Asia but I haven’t been there yet.

Q: Do you collect anything?

A: I collect old coins and Golden State Warriors memorabilia.

Q: What’s your favorite thing to eat for dessert?

A: Tiramisu.

Q: If you could instantly pick up a new skill, what would you choose?

A: I’d like to be better at golf.

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Expert articles
  • 2 Considerations For Choosing a Flight Academy

    CONCORD — If you’re planning to enter a flight training program, be sure to choose a high-quality school that gives you the best possible experience and training. Here are two things to consider when choosing a flight academy:

    Training certification level

    One of the most important things to consider when choosing a flight academy is its certification level. Some schools have a Part 61 certification whereas others have a Part 141 certification. These numbers refer to different parts of the Federal Aviation Regulations (FARs) that set minimum standards for flight training. While both training programs teach to the same FAA practical test standards, a Part 141-certified school is held to a higher standard regarding curriculum (which must be approved by the FAA), student performance rates and other aspects. Particularly if you have plans to become a professional pilot, it’s recommended that you attend a Part 141-certified flight academy.

    On-site maintenance

    Some flight academies outsource maintenance and repair of their aircraft to outside facilities, but others have facilities directly on site. The latter scenario is preferred because it streamlines the process, including communication about specific maintenance and repair needs. By keeping everything under one roof, on-site maintenance provides better assurance that the work is being done to the academy’s standards.

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Expert video tip
  • Video: Things to Look for in a Flight Academy

    Complete Video Transcription:

    CONCORD — Host, Sarah Rutan: When choosing a flight academy, knowing what to look for can help you make a good decision. To learn more, we’re in Concord with Jay Vyas of Pacific States Aviation, speaking on behalf of Diamond Certified Expert Contributor Rashid Yahya.

    Jay Vyas: So, before you pick your flight training provider, go ahead and check if your school has enough instructors, enough airplanes, check their instructor and airplane availability, are the flexible? Also, having a Part 141 certificate for the school is a must. That ensures now a school has a system and syllabus in place to carry out your flight training. Also, having a repair station for your school is an added advantage.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Pacific States Aviation WEBSITE AND EXTERNAL FEED
  • Pacific States Aviation SOCIAL MEDIA FEEDS
COMPANY WEBSITE
http://www.psa.aero/
Diamond Certified RATINGS ON Pacific States Aviation
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 181 VERIFIED CUSTOMERS i

S.D.L.

VERIFIED Pacific States Aviation CUSTOMER

1 of 181

Quality 10
10
Loyalty No
CRITIQUE

PSA is the place to go in the Bay Area. In my opinion, they are the best out there.

They do a very good job of greeting you, so their customer service, I guess.

A.A.L.

VERIFIED Pacific States Aviation CUSTOMER

2 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

I had a maintenance problem on a nose strut. They were able to come out and service it. It didn't cost me a dime. They have been wonderful, and I highly recommend them.

I had like three rental cars the last time that I was there. They were able to bring them right out to the plane, no problems.

Andrew M.

VERIFIED Pacific States Aviation CUSTOMER

3 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They had everything ready when I got there, rental cars and a courtesy car on the mat, and a very nice, professional staff.

The rentals were all set.

Benjamin G.

VERIFIED Pacific States Aviation CUSTOMER

4 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They are a good FBO. I think they are up to par with everything.

They had a crew ready when I got there.

Ross M.

VERIFIED Pacific States Aviation CUSTOMER

5 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

Nice FBO

They are willing to help out with fuel and those types of things.

Mark S.

VERIFIED Pacific States Aviation CUSTOMER

6 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

Very friendly, helpful, and they were able to provide a courtesy car.

They were really great even when I needed to keep the car past the rental time.

Randy B.

VERIFIED Pacific States Aviation CUSTOMER

7 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

It's the best FBO in the area.

The crews are on top of everything.

Phil B.

VERIFIED Pacific States Aviation CUSTOMER

8 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They are reliable.

That they are reliable

Stewart S.

VERIFIED Pacific States Aviation CUSTOMER

9 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

A very reliable and very friendly staff, definitely a pleasure to work with, I have been with them now a total of 8 years.

The friendliness and the quality of the people

Oliver Z.

VERIFIED Pacific States Aviation CUSTOMER

10 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

The instructors are great.

The scheduling is pretty easy.

Christopher O.

VERIFIED Pacific States Aviation CUSTOMER

11 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

I was kind of an unusual customer. I gave them a call and within a week, we were able to knock out a multiengine rating. They were very flexible with me.

I worked with Dan and I would rate him highly.

Eric R.

VERIFIED Pacific States Aviation CUSTOMER

12 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

I have family members who go there and they have all had great experiences.

Their availability and the instructors

Ryan V.

VERIFIED Pacific States Aviation CUSTOMER

13 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

It was an awesome experience.

I thought the person I flew with was very knowledgeable. It seemed like a very professional and well run establishment.

Joe R.

VERIFIED Pacific States Aviation CUSTOMER

14 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They were very knowledgeable about the flight lesson and taking the time to explain things to me as a new flight student.

They were very hands-on and accessible. They gave me a pre-flight plan before I went up in the plane and they explained, in detail, how things would go. When we were in the air, they were very confident in my ability to learn with a hands-on approach.

Steve H.

VERIFIED Pacific States Aviation CUSTOMER

15 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

It is a good place to go with quality people who know what they are talking about.

They have instructors who are qualified and professional.

Lydia R.

VERIFIED Pacific States Aviation CUSTOMER

16 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

It is one of the best flight academies to get you your pilot's license.

It is one-on-one based and they are flexible. They go off of your schedule.

Brian H.

VERIFIED Pacific States Aviation CUSTOMER

17 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They are very professional and reasonably priced. They are reliable and courteous.

Just that it was a smooth flight and very efficient

Stephen V.

VERIFIED Pacific States Aviation CUSTOMER

18 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

I have recommended them to other people.

Everybody was friendly and helpful. They explained everything about the plane before he took off.

G.F.C.

VERIFIED Pacific States Aviation CUSTOMER

19 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They're convenient.

I don't remember, but it all went smoothly.

N.P.I.

VERIFIED Pacific States Aviation CUSTOMER

20 of 181

Quality 10
10
Loyalty Yes
CRITIQUE

They were fine. Everything went smoothly.

They were available to assist in any way.

Read All 181 Survey Responses at Ratings View

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