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Northwest Sky Ferry was highlighted in the winter issue of the Business Pulse Magazine.

Bellingham’s Only Locally-owned Airline Tailors Its Services

Northwest Sky Ferry offers commuter and charter flights around the Northwest, and caters their flight times to meet their customer’s needs.
by Sherri Huleatt

San Juan Island from 3,000 feet up is a beautiful thing. But even more beautiful? Getting from Bellingham to Friday Harbor in 15 minutes flat. No driving down to Anacortes, no long lines, and no slow-moving ferry when traveling with Northwest Sky Ferry. It offers exceptional scenery, friendly customer service, and competitive fares. Northwest Sky Ferry is Bellingham’s only locally-owned airline. Their charter and commuter flights serve all the San Juan Islands, British Columbia, and other Northwest destinations. Flight services range from scenic flights over Mt. Baker to romantic views over Roche Harbor to $49 flights that get workers to and from the islands in a fraction of the time a ferry would take.

Since taking over the airline in 2009, owners Skip and Katie Jansen have adopted a highly effective customer-first policy inspired by their own experience with the airline long before they took over.

As happy residents of Crane Island—a tiny oasis tucked away in the San Juans—the Jansens relied on Bellingham Air Taxi (the previous name) to get to and from the island. Their business, JIJ Corporation—a construction development company—was located in Bellingham. When the airline went up for sale in 2009, the Jansens decided they loved the service so much, they’d buy the company and change the business plan to be the first local airline to offer both commuter and charter flights.

“When we took over we wanted to come up with a business model that was different,” Katie Jansen said. “Instead of just flights that were scheduled out, we wanted our customer’s schedules to determine our flights.”

Even if there’s only one person that needs to fly somewhere in the Northwest—whether to Boeing or to Point Roberts—they’ll accommodate that single-passenger need on the passenger’s schedule.

Despite taking over the airline in the middle of the recession and facing stiff competition from other local airlines, Northwest Sky Ferry has seen 15-to-20 percent growth over the last few years. They expect these numbers to stay strong through 2014. With four Cessna airplanes and 13 employees, the Jansens hope their steady growth allows them to invest in larger aircraft, more staff, and flights to Alaska and eastern Washington.

According to the Jansens, their exceptional customer service is the reason for their loyal customer base and continued growth. “In a world that is so automated, we strive to take care of our customer’s scheduling and travel needs in a more up-front and personal way,” Katie said. “Each of our pilots and staff interact with our customers. They are absolutely our best assets.”

During the peak summer season, in which they fly about 35-40 people a day, much of their business comes from tourists looking for scenic flights. Last summer saw a particularly strong boost in tourists after Trip Advisor listed San Juan Island the top island to visit in the U.S.

The airline keeps busy year-round with islanders going to and from the mainland. Their biggest customer base, however, comes from local contractors shuttling construction workers around the islands. In comparison to transporting workers by ferry, Northwest Sky Ferry saves businesses both time and money.

The company’s commitment to keeping costs down for customers inspired them to be the first airline in the region to offer “flight pooling”—an option that decreases the price of each ticket as more passengers ride a flight. This gives customers the option of customizing their flight while saving money.

“We add a personal touch every time we schedule any flight,” Katie said. “We work really hard to get our clients into a schedule that works for them while keeping their costs low.”