Bridging the Generation Gap: Engaging Your FBO Team and Gen Z

The aviation world is in a bit of a pickle. FBOs across the board are struggling with one of the industry’s biggest headaches: hiring and keeping staff, especially for Line Service and Customer Service roles. Let’s face it—working outside in all kinds of weather and managing stressed-out travelers isn’t always the dream job for today’s workforce.

The Labor Crunch in Aviation

First off, let’s talk about the elephant in the hangar. Aviation is facing serious labor difficulties, and we need to engage our FBO teams retain them. Back in the day, folks got into aviation because they loved airplanes—aviation was a passion job, we loved to be around planes. But today, with younger generations, we’re not just dealing with a lack of passion; we’ve also got tougher working conditions, unpredictable hours, and let’s be real, paychecks that don’t always match the workload.

We’ve Created Some of Our Own Problems

Let’s be real—some of the labor challenges we’re facing in the FBO world are self-inflicted. For too long, we haven’t adjusted pay (AND PRICING!) to match the demands of the job, and we’ve been slow to realize that the hiring pool has changed. The passion that used to drive people into aviation isn’t as strong with younger generations. For many, it’s now “just a job,” especially as industry consolidation has taken away some of the unique, local flavor that made working at your nearest FBOs stand out. We’ve got to recognize that we can’t keep doing things the same way we did 20 years ago. If we want to thrive in this increasingly complex environment, we need to rethink how we attract and engage talent—and that starts with understanding the new motivations driving today's workforce.

So how do we get these generations to buy into our industry, stay engaged, and, better yet, stick around for the long haul? By understanding what makes them tick.

Who is Gen Z?

Born between 1997 and 2012, Gen Z is the first generation of true digital natives. They’ve never known a world without the internet, and many of them were swiping through smartphones while still in diapers. The oldest members of Gen Z are now in their mid-20s, and they’re making up a large portion of the workforce—particularly in entry-level jobs like Line Service at FBOs.

Their approach to the world is shaped by events that include the 2008 financial crisis, which many watched affect their families, the rise of social media, and growing up during the climate change conversation. Add in a global pandemic during their formative years, and Gen Z has developed a focus on stability, purpose, and social responsibility.

Key Traits:

Digital Natives: Gen Z has grown up with smartphones, social media, and instant access to information. They’re the first generation that’s never known a world without the internet, and they expect technology to be fully integrated into their work life.
Purpose-Driven: Gen Z isn’t just looking for just a paycheck. They want work that has meaning, and they value social responsibility. If your FBO has a green initiative or is involved in the community, you’re on the right track to winning over Gen Z.
Flexibility is Non-Negotiable: Work-life balance isn’t a buzzword for Gen Z—it’s a requirement. They expect flexibility in how, where, and when they work. If your scheduling is rigid, you’re going to have a hard time keeping them engaged.
Real-Time Feedback: This is the generation of instant gratification. Social media has taught them that validation should come quickly, and they expect the same from their job. They don’t want to wait a year for a performance review—feedback needs to happen in real time.

How to Engage Gen Z at Your FBO

So, how do we take these traits and turn them into opportunities for better engagement? Let’s break it down:

1. Embrace Technology — Meet Them Where They Are

If you want to appeal to Gen Z, your FBO needs to embrace digital tools. That means making sure your systems are up to date and easy to use. From scheduling software to customer service platforms, technology shouldn’t just be functional—it should be seamless.

What You Can Do:
Implement mobile apps for scheduling shifts, make sure your internal communication is digital-first (think Slack or Teams), and streamline processes like training with digital platforms that provide interactive learning. When your technology makes their job easier, Gen Z will be more likely to stick around.

2. Give Them Purpose — It’s More Than Just Fueling Jets

Gen Z wants work that aligns with their values. For them, it's not enough to clock in and out—they need to see the bigger picture. They care about environmental issues, community involvement, and making a difference. The more you can connect their work at the FBO to a larger purpose, the more engaged they’ll be, and this has community advantages too.

What You Can Do:
Highlight your FBO’s green initiatives or get involved in local community programs. When you communicate how their role contributes to sustainability (like reducing emissions and adding SAF) or community impact (such as supporting local aviation schools, angel flights or veterans), you give them a reason to feel invested.

Woman in Aviation Day at Fontainebleau OPF

3. Flexibility Isn’t Optional — It’s a Must

Gen Z isn’t interested in rigid, inflexible schedules. They want options. They value a healthy work-life balance and expect you to respect their time outside of work. If you’re still using fixed shifts that are impossible to swap or adjust, you’ll lose them before they even start.

What You Can Do:
Offer flexible scheduling options where employees can swap shifts easily. Consider compressed work weeks, where they can work longer hours on fewer days. And don’t forget to offer flexibility in smaller ways—adding some more flexibility to the start times for their shifts or giving them more options for their days off. YES, this is harder to manage but it is not harder than high turnover and overtime to fill gaps in your schedule! Technology can help here too, scheduling software like When I Work meets a lot of Gen Z expectations.

4. Real-Time Feedback — Don’t Make Them Wait

Gen Z is used to instant feedback, whether it’s through a like on Instagram or a retweet on Twitter. In the workplace, they don’t want to wait a year to find out how they’re doing—they want real-time validation and constructive feedback to help them improve now.

What You Can Do:
Make feedback part of your daily operations. A quick comment on a job well done goes a long way. Use tools like weekly check-ins, brief performance conversations after shifts, and recognition platforms where peers can give shout-outs. Keep it digital and keep it immediate. Gen Z wants to feel seen and appreciated in the moment. Check out our Blog Post on recognition.

Turning the FBO into More Than “Just a Job”

We need to understand that Gen Z’s motivations are different. They’re not coming into aviation because they’re passionate about airplanes—they’re coming because they want a job that fits into their life and makes a difference. To make FBO jobs more appealing, we need to create an environment where they can thrive.

This means:

Offering flexible schedules that adapt to their needs.
Using technology to streamline work and make tasks easier.
Providing a purpose beyond just showing up and clocking out.
Giving immediate feedback that helps them feel valued and appreciated.

If we can do these things, we can make working at an FBO something more than just a paycheck—it can become a meaningful, engaging career that they’re excited to be a part of.

The aviation industry is changing, and so is the workforce. By understanding the traits that define our biggest current hiring pool (Gen Z) and adapting our approach to hiring, training, and managing them, we can build a workforce that’s engaged, motivated, and ready to stay for the long haul. If we want to keep our FBOs running smoothly, it’s time to embrace change—and Gen Z is the perfect place to start.