Insane Levels of Dishonesty & Poor Service

I have caught NetJets in blatant lies regarding the causes of delays. Last summer, we experienced an eight-hour flight delay. When I contacted NetJets Owner Services, they informed me—both over the phone and via email—that the delay was due to a mechanical issue. Since mechanical delays are not eligible for compensation under their policy, they refused to offer a credit. However, a week later, I requested an invoice or report detailing the mechanical repairs. NetJets was unable to provide any documentation and abruptly changed their story, claiming instead that the delay was caused by a flight attendant’s sick dog. Only then did they agree to issue a credit. This lack of transparency and accountability is not an isolated incident. In another failure, NetJets neglected to arrange a car service for us, leaving us stranded at an FBO while we scrambled to find alternate transportation. Once again, I had to initiate an investigation before they finally admitted responsibility. Beyond these operational failures, their in-flight internet service is shockingly unreliable. At best, it is inconsistent; at worst, completely unusable. I would bet that even Spirit Airlines offers a more dependable Wi-Fi experience. It’s disappointing to see NetJets prioritizing marketing over meaningful investments in customer service, qualified personnel, and reliable internet. Meanwhile, competitors like FlexJet offer superior experiences—nicer FBOs, better planes, and even Starlink internet on many of their aircraft. NetJets needs to do better. Right now, their service and integrity are an embarrassment.