"Owners are always amazed to see the number of people working in NetJets' European flight centre, says Myra Perez, Director of Customer Service at the centre based in Paço de Arcos, Lisbon. “That means we’re doing our job well.” Although Perez is pleased by the fact that Owners tend to assume her team is just a few highly competent employees who can make anything happen, she in fact oversees a small army. Outside her glass-walled office are rows of cubicles that accommodate some 90 employees. In the Owners Services Team, there’s a multilingual hum of confident, . There’s little hint that a good number of those calls are for sameday bookings (some days as many as ten, and there’s a dedicated group to handle them) and last-minute schedule changes. “NetJets sells flexibility … our Owners have complicated lives,” says Perez, proudly noting that Lisbon employees recently managed to have someone on a flight 45 minutes after he called to book it. (There’s no promise of repeat performance – the booking windows specified in Owners’ agreements still stand.)