Charter Chatter (Q&A) with Aranzazu Ortega Garcia

Aranzazu, can you tell us about your role at Air Charter Service?

Let me start at the beginning – I have been at ACS for 14 years, and have served as the Director of Commercial Aviation Division for the last 11 here in Madrid. During this time, I have built and developed a team of six specialists who focus on performance, client relationships, and market growth. We are currently in an expansion phase, and are working towards clear objectives to further strengthen our position in the Spanish charter market over the coming years. My job is to deliver a charter experience that goes beyond expectations, drive continued growth, and make sure the team is happy and supported. It’s about creating an environment where people can grow and enjoy what they do.

What made you choose a career in aviation?

Well, travel and aviation have always been the defining part of my career. I ran my own travel agency for a number of years, which gave me a strong foundation in the travel industry, as well as in customer service and commercial strategy. I then spent some time as a sales manager for an operator who mainly fulfilled charter flights before finding the sweet spot between travel and aviation and joining ACS. Here I’ve been able to nurture my passion for travel with my excitement for facilitating complex operations and high-level client management – it’s been the perfect professional path for me.

Are there particular industries you specialise in?

My team and I work across all industries, but over the course of my career at ACS, I’ve found myself working on football charters so much I have little time to work across other industries! I do have one very loyal non-football client who I’ve worked with over a number of years, developing a very strong professional relationship. They’re one of my best clients, and I know that they don’t check the market for better deals because of the relationship we have – they expect the best service imaginable, and we’ve proved year after year that ACS can provide that, and so they are very loyal to me. So, I technically work across all of the industries our Commercial Jets division serves, but I’d say that 95% of the business I do involves football in some way!

What are you most proud of in your career at ACS?

Well it’s related to the previous question. I am well-known as the go-to charter broker within the Spanish football community, and this recognition is probably what I am most proud of. They even have gone so far as to have given me a nickname – ‘Football Queen’ – a coronation I take with grace, obviously! I think it’s reflective of the trust that sporting clubs and organisations place in me. To be able to establish that reputation in such a highly competitive and demanding environment has been extremely, extremely rewarding.

Why should someone use a charter consultant instead of going directly to an airline?

Chartering can feel deceptively simple from the outside – you ask for an aircraft, you get a price, you confirm. In reality, the process is full of moving parts that clients rarely see. A consultant acts as your translator, advocate, and problem‑solver.

Here’s why that matters:

• Availability changes constantly. An aircraft can disappear minutes after a quote is issued. Airlines may offer a price but later withdraw it because the aircraft is no longer free, or the crew isn’t available. Clients understandably find this maddening, but a consultant manages that volatility for you.
• Operational details are complex. Airlines sometimes can’t confirm crew, permits, or operational checks until late in the process. A consultant knows how to navigate those gaps and keep the client informed without the stress.
• Unexpected costs can arise. Items like de‑icing, fuel uplifts, or weather‑related charges are often in the contract but easily overlooked. Clients rarely read the full terms, so when these costs arise, they’re surprised. A consultant anticipates them, explains them, and protects you from unnecessary extras.
• Experience matters. Over time, consultants help their clients gain a deeper understanding of how chartering works so the process becomes smoother, clearer, and far less frustrating.

In short – a consultant shields you from the chaos behind the scenes and ensures you get the aircraft, the service, and the transparency you expect.

What sets ACS apart from its competitors?

ACS stands out for the strength of its relationships and the consistency of its service. Many clients stay with the same consultant for years, creating trust, shared understanding, and a rhythm that makes every charter smoother and more predictable. That same continuity shapes ACS’s airline partnerships, giving teams direct access to honest, up‑to‑date information and allowing them to react quickly when availability or operations shift.

Alongside 24/7 broker support, a dedicated operations team, and a global network of offices, ACS’s training is a major differentiator. Every consultant, wherever they’re based, receives the same rigorous programme at the London head office, ensuring a unified standard of expertise worldwide. The global network itself is a daily advantage, offering reach, insight, and local knowledge few competitors can match.

ACS’s scale also brings weight to bids and tenders. Extensive insurance coverage and strong buying power give clients a sense of security, and the ACS name carries influence across the industry – something I find that our customers consistently value.

What would you say to someone chartering for the first time?

I’d tell them that chartering is an amazing experience, but it’s also a process with lots of variables – and that’s exactly why we’re here. Aircraft availability can change quickly, operations can shift, and sometimes unexpected costs like de‑icing appear. None of that should worry them, because we manage every detail, explain everything clearly, and guide them through each step. My job is to make their first, and every subsequent charter feel effortless.

Finally, just for fun, what’s your favourite aircraft to charter?

I’d say for me, it’s not necessarily about the aircraft itself – it’s often about the ease of working with specific operators. I do a lot of work with one particular European operator who is incredibly dependable, and has a large fleet, so if something happens, they react quickly and professionally. They’re honest, responsive, and we’ve built a strong relationship over many years. It feels like working as one team, which is why they’re often my first and best option for clients.

Planning or organising an event?

Contact Aranzazu or one of our dedicated charter experts to discuss how we can design a bespoke charter solution around your exacting requirements, transforming your transportation into part of the experience.

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