Q&A with Victor’s Head of Partnerships: how private aviation clients are using concierge services in 2026
For many frequent private travellers, great service is defined less by spectacle and more by how well their needs are understood. The real value of concierge lies in anticipating requests and delivering experiences that feel genuinely personal.
For Elena Enotiades, Head of Partnerships at Victor, concierge is no longer a peripheral extra to private flying. It is becoming a central part of the travel relationship, connecting flights, experiences and long-term loyalty into a single, continuous service.
In this Q&A, she reflects on how expectations among UHNW travellers are shifting, why access alone is no longer enough, and what it really takes to deliver service that feels ahead of the curve.
What drew you into this world of partnerships and concierge work in the first place?
My background in the international luxury hotel industry, spanning both B2B and B2C, taught me the importance of creating experiences that are intentional and impactful. What really hooked me was building experience packages from the ground up, negotiating with brands, forming strong partnerships, and serving customers while thinking on my feet to turn ideas into memorable moments.
That blend of creativity and real-time problem solving felt very natural to me. Concierge and partnerships work suits how I learn and operate. It’s a space where intuition, relationship-building, and strategic thinking all matter, and that blend is what keeps me genuinely excited about the work.
What do you think makes Alto different from other loyalty programmes in the aviation or luxury travel space?
Alto stands out because it’s genuinely rewarding at every stage - not just when you fly. Members always earn Alto points, even when redeeming them, keeping the experience continuous rather than transactional.
There’s also a strong human element. Customers speak with me throughout the booking process, and the complimentary concierge service lets members access support and earn points from day one. Members can start earning Alto points through concierge bookings, even before their first flight, and redeem these points against the cost of a future flights or concierge booking.
This combination of flexibility, personal connection, complimentary support, and an ‘always-on’ rewards structure is what truly sets Alto apart from traditional loyalty programmes in aviation and luxury travel.
What trends are you seeing among UHNW travellers in terms of what they value?
Among UHNW travellers, there’s a clear shift from transactional luxury to experiential, personalised travel. Our discerning members want more than five-star stays; they are seeking unique, curated experiences that feel exclusive and bespoke.
Flexibility and convenience are increasingly important: from seamless bookings to real-time support, and concierge services that anticipate their needs are highly valued. There’s also a growing emphasis on wellness and longevity, privacy, and authentic local culture, rather than cookie cutter itineraries.
Ultimately, UHNW travellers want travel that saves time, excites, and creates truly memorable experiences.
If you had to describe the role of a great concierge in one word, what would it be, and why?
Anticipatory.
A great concierge doesn’t just respond - they foresee needs before they’re expressed. It’s about understanding the client so well that solutions, experiences, or recommendations feel effortless and perfectly timed. Being anticipatory transforms service from routine to remarkable, creating moments that feel seamless, personal, and memorable.
No two days are the same - one moment I’m shaping partnerships with brands, the next I’m helping a client plan a surprise party on a private island. I also get to collaborate with businesses and customers alike, which gives the work a dynamic perspective.
What keeps it exciting for me, is seeing customers both flying with us and using our concierge services, really making the most of Victor’s integrated marketplace. Being part of that process and helping create moments that feel effortless and memorable is what makes the role so rewarding.
After working so closely with clients at this level, what do you think is the biggest misconception people have about UHNWIs travel habits?
The biggest misconception is that UHNWIs travel just for luxury or status. In reality, they value seamless, personalized, and meaningful experiences, saving time, discovering the unexpected, and creating memories that feel truly unique. They’re pragmatic, curious, and appreciate discretion and authenticity over anything ostentatious.
What are your most requested concierge products?
Our most requested concierge products are all about exclusive, hard to access experiences. Yachts for private charters, Formula 1 experiences, and stays at remote or ultra private hotels are consistently popular. Beyond that, clients often seek experiences that turn once in a lifetime ideas into reality – from glacier hunting to gorilla trekking.
What kinds of services can members access through the concierge?
Essentially everything travel related - except the jet itself. I support members with yacht charters, access to global events across sport, art, music and more, as well as supercars, hotels, and private villas and chalets.
For more information contact: partnerships@flyvictor.com