JetPalate × Wheels Up — Catering Workflow

Off-spine · fires any time

Flight changes

Wheels Up

The flight is updated

Tail swap
FBO change
Rescheduled
Anticipated
Cancelled

Sent automatically. No email, no phone call needed to update the caterer of the change.

JetPalate

Receives the change

Adjusts the order and informs the provider.

Provider

Restaurant, chef, or caterer is updated

Flight bookedone API call · Wheels Up → JetPalate

Wheels Up — For generating the link

Departure airport

Departure date

Departure time

FBO

Aircraft type

Tail number

JetPalate returns

Ordering link URL

Unique per flight · click to preview

Stop 01 / Booking

Tech Customer Experience Operations

Flight is booked

When a flight is booked, JetPalate automatically generates an ordering link for it. The link is tailored to the flight and shows only the restaurants, chefs, and catering menus available for that specific flight.

Ordering links are flight-specific. One flight, one link.

To generate the link, JetPalate needs three data points the moment a flight is booked:

Departure airport
Departure date
Departure time

Real-time availability. The system instantly runs a set of checks when a flight is booked to show the available options for that flight. It confirms that each restaurant is open at the required pickup time, factoring in drive time to the FBO and a 40-minute pre-departure buffer. Any restaurant or item that does not pass is excluded from the link. The 40-minute window is the JetPalate default and can be adjusted to Wheels Up specifications.

Items that need reheating vs items served cold. Menu items are tagged as either served cold or needing reheating, and the ordering link filters what passengers see based on the flight type. On light and mid-size jet flights, passengers see cold items only. On heavy jet flights, they see the full menu, including items that need reheating. Wheels Up controls this mapping and decides which flight types see the full menu and which see cold items only. Once configured, filtering happens automatically on every flight.

Alcoholic items. Menu items are tagged as either alcoholic or non-alcoholic, and the ordering link filters what passengers see based on the departure FBO. On flights leaving from FBOs that permit alcohol delivery, passengers see the full menu. On flights leaving from FBOs that do not, alcoholic items are filtered out. Filtering happens automatically on every flight.

Flight changes. Any change to a flight’s date, time, airport, tail, or FBO flows from the Wheels Up system to JetPalate automatically, and the order adjusts in real time.

Time change

Flight anticipated, rescheduled, or cancelled

The system instantly contacts the restaurant or chef to re-confirm at the new pickup time.

Delivery change

New tail, new FBO

The system sends the update directly to the delivery partner. No provider re-confirmation required.

See how the menu adapts per flight Four real flight scenarios showing how FBO policy and aircraft capability filter the same restaurant menu differently on each trip.

Cold service — ready to serve Hot service — crew reheats onboard Alcohol — FBO permits delivery Filtered out — not available on this flight

Flight 1 · KTEB → KPBI

Atlantic Aviation · Citation CJ3

Light jet · 2 pax · 6:30am departure

Member sees

Cornetti & pastry basket
Greek yogurt parfaits
Cold-pressed juices
Fruit & burrata plate
Prosecco service
Branzino al forno
Truffle tagliolini

Rules applied

Atlantic · alcohol not permitted Cold service only

Flight 2 · KTEB → KLAS

Signature Aviation · Gulfstream G650

Heavy jet · 6 pax · 7:00pm departure

Member sees

Crudo & carpaccio platter
Branzino al forno
Truffle tagliolini
Champagne
Barolo & Brunello selection
Tiramisu & affogato setup
Cornetti & pastry basket
Greek yogurt parfaits

Rules applied

Signature Aviation · alcohol delivery permitted Full galley · hot service enabled

Flight 3 · KASE → KDAL

Atlantic Aviation · Challenger 350

Super-mid · 4 pax · 11:30am departure

Member sees

Crudo & carpaccio platter
Fruit & burrata plate
Chilled seafood tower
Branzino al forno
Prosecco service
Tiramisu & affogato setup
Truffle tagliolini

Rules applied

Atlantic · alcohol not permitted Hot service enabled

Flight 4 · KVNY → KSFO

Signature Aviation · Citation CJ3

Light jet · 3 pax · 1:15pm departure

Member sees

Crudo & carpaccio platter
Fruit & burrata plate
Prosecco service
Panini & antipasti board
Branzino al forno
Truffle tagliolini
Tiramisu & affogato setup

Rules applied

Signature Aviation · alcohol delivery permitted Cold service only

For the member

One link, tailored to their flight. Members browse in-flight menus from restaurants, chefs, and caterers, and order in a few taps. The ordering experience is familiar. Everything in the link is available for their flight.

If the flight shifts, the ordering link updates automatically. Same link, no action needed from the member.

For the Wheels Up team

Menu filtering is automatic. Pods do not need to know which items work on which aircraft, or which FBOs accept alcohol. The link delivered is already filtered correctly.

No manual coordination on flight changes. Our system automatically receives flight changes and updates the provider. No phone calls, no emails, or any other manual update.

Fewer delivery errors. The order carries the current FBO and tail number at all times, so delivery doesn’t depend on anyone remembering to update the caterer after a change.

JetPalate deliversOptional Relay email masked address · no member PII

Member receives ordering linksame URL from wherever they click

Stop 02 / Delivery

Customer Experience Tech

Link reaches the member

Delivered with every booking, across every member touchpoint.

The ordering link is part of the booking experience.

We recommend placing the ordering link within every member touchpoint tied to flight confirmation, including the prelim email and the app. The link should surface at the moment the flight is confirmed, so the menu becomes a natural part of the member’s booking experience. Wheels Up has full autonomy over placement.

The link is dynamic. It reflects real-time availability based on each restaurant's advance notice, which can vary by item. As the link surfaces early in the member's journey, it presents the full, live picture of what is available for that specific flight.

We also recommend placing the link wherever your team already looks up flight information, so every pod member has it readily available. Each flight has its own specific link, so the link lives with the flight it belongs to.

For the member

Members get access to a curated list of local restaurants and personal chefs at their departure location, so every flight comes with a different set of options to choose from.

For the Wheels Up team

Integrates into the channels you already use. The link sits inside the app and the prelim/confirmation email. No new system to adopt.

One destination, every channel. Wherever the member clicks, they land in the same place with the same live menu.

No one has to remember to send a menu. The link is delivered with every booking, so the menu reaches the member automatically.

Availability questions answer themselves. The link always shows what's live for that specific flight, so pods aren't fielding "is X available?" questions.

Member opens the linkmenu already filtered to this flight

Coverage

Wheels Up catering
Restaurants
Private chefs

No Coverage

Wheels Up catering
RestaurantsNot available
Private chefsNot available

Stop 03 / Member orders

Customer Experience Operations

Member orders

The member browses what’s available for their flight and places the order. Wheels Up shapes the aviation catering side to match how it wants members to experience it.

Ordering becomes a single, considered experience for the member, across restaurants, private chefs, and Wheels Up catering, tailored to what’s available for the flight.

On flights where JetPalate has coverage, the member sees restaurants, private chefs, and Wheels Up catering. On flights where JetPalate doesn’t yet have restaurant and chef partners in range, the member sees Wheels Up catering, presented with the same care and the same ordering experience.

Catering configuration

Three approaches to presenting catering

Wheels Up decides how it wants to present catering to members. Three approaches, each with its own experience: predefined menu, open request, or both.

Approach
Predefined menu

A curated selection Wheels Up sets, with full control over how it’s presented to each member.
- Tailored
  Menu tailored by market or airport, and international versus domestic.
- Pricing by tier
  Pricing shown or hidden, calibrated per member tier (for example, pricing hidden for eligible members, shown for non-eligible).
- Lead time per item
  Lead time set per item. Wheels Up can offer certain items for same-day ordering and reserve others for orders placed 24 hours in advance (for example, filet mignon 24 hours ahead, sandwiches same-day).
Approach
Open request

The member describes what they’d like and orders beyond the predefined menu. If Wheels Up decides to offer this, JetPalate recommends a guided experience that walks the member from a vague request to a defined order. Routine clarifications (item customizations like no onions or dressing on the side, quantity) resolve in-app, saving pods time.

Guided experience · from the Wheels Up catering demo Concierge
Welcome. I’m here to help plan your in-flight catering. Just say the word.

Breakfast for 4, chef’s choice

Lovely. Any dietary considerations I should keep in mind?

No restrictions

Perfect. Here’s what I’d recommend:· Soft scrambled eggs with chives, smoked salmon & crème fraîche · Brioche French toast with vanilla bean & maple · Prosciutto di Parma with burrata & roasted tomatoes · House-made pastry basket Everything served family-style.
Approach
Both

Predefined menu as the primary experience, open request available for anything beyond it.

Today

Ordering happens across email, phone, and free-text fields
A member writes something like bagels, a task fires to a pod, the pod calls to clarify quantity, spread
No structured menu per flight
No single place the member sees what’s actually available

End-state

One link per flight
Menu already filtered to what can be delivered
Predefined menu or guided chat for a bespoke order
Dietary requirements captured
Each item transmits to its kitchen at its own lead time
Pod time frees up for the higher-touch parts of the trip

For the member

The member sees a single, consolidated ordering experience for the flight. Every option has been checked against the departure airport, date, time, and aircraft, so everything in front of them is a real choice. Ordering happens in one place, on the member’s own time, without the back-and-forth.

For the Wheels Up team

Wheels Up shapes the member experience on the aviation catering side. Predefined menu, open request, or both, configured per market, per airport, and per member tier, with pricing and lead times set per item. The experience reflects Wheels Up’s standards without operational intervention on each flight.

Pod time opens up for the higher-touch parts of the trip. Routine clarifications (item customizations like no onions or dressing on the side, quantity) resolve in-app. Pod attention is preserved for the moments that call for their judgment.

Cutoff windoweach item has its own · set per provider

Editable

Casa Tua sandwiches6h to cutoff

Past cutoff

Rosetta croissantsGreyed · not editable

Preparation started

Pesto tuna wrapLocked · Prep started

Stop 04 / Cutoff

Customer Experience Operations

Cutoff approaches

Members can change the order up until the last minute for each restaurant, right from the same link.

JetPalate waits until the restaurant actually has to begin preparation before locking anything in. The member always knows how late they can make a change, because every item’s edit window is right there on the screen. There’s no guessing, no waiting to hear back, and no wondering if the change went through.

Member can edit, add, remove, or skip catering entirely up until the restaurants’ cutoff time. The member handles every one of those changes themselves, from the same link they used to place the order, and they see the updated order on the spot. The pod doesn’t get pulled into the loop for changes to the order.

Every item has its own edit window, set by the provider based on how long preparation takes. A pastry box’s window closes earlier than a sandwich platter’s, and every item’s window is visible to the member throughout. The member paces their edits around what’s still open, and the order stays coherent as it evolves.

For the member

A last-minute change takes seconds. The member sees exactly how much time they have on each item, so they can pace their decisions with confidence, knowing the window is real and honored.

For the Wheels Up team

Routine edits don’t reopen the pod-to-caterer loop. Today, a swap or a quantity change pulls the pod into a call or an email thread with the caterer, then another round to confirm it went through. Member editing removes the pods entirely from the process, saving them time.

Every item’s timing is visible to everyone looking at the order. Today, how late an item can actually change is tacit knowledge living in the caterer’s head or in a back-and-forth thread. Here, every item’s edit window is visible on the member’s screen and on the pod’s view of the same order. If the pod does step in for something trip-specific, they already know what’s still open and what isn’t.

Per-item timing keeps late changes contained. A 6-hour swap on sandwiches doesn’t destabilize a croissant order already set 12 hours out. Each item runs on its own timer, so a late edit stays local to that item and the rest of the order is undisturbed.

Order transmits at cutoffpayment fires alongside · events stream to Wheels Up

Restaurants & chefs

Wheels Up catering

Blue Sky Full detail

Miami Opa-locka · OPF · Aug 14 · pickup 1:40 pm

Casa Tua Restaurant

2 ×Grilled branzino$84

no capers · lemon on the side
1 ×Caesar salad$24

dressing on the side
Gluten-free
3 ×Focaccia$18

At Your Jet Wheels Up catering

4 ×Signature cheese board$96

individually portioned
Vegetarian
1 ×Fruit platter (large)$48
Vegan

Subtotal$270.00

Service fee$94.50

Tax$25.52

Total$390.02

Crew trip sheet Full detail

Same content as Blue Sky

Pilot app Full detail

Same content as Blue Sky

Pod notifications Full detail

Same content as Blue Sky

FMS Status only

Event order placed

Blue SkyStatus only

FMSStatus only

Payment events

Payment initiated Payment succeeded Payment failed

Blue SkyStatus

FMSStatus

Pilot appStatus

Pod notificationsStatus

Delivery statuses

Order picked up Delivery in transit Delivery arrives

Stop 05 / Payment & handoff

Finance Customer Experience

Order goes to the kitchen

When an item’s cutoff hits, the order is sent to the kitchen and payment takes place.

Order sent

Two configurations for what comes through

At cutoff, the order for that item goes straight to the provider. Wheels Up decides which system receives the order information and what level of detail comes through.

Event order placed

Flight OPF · Aug 14

Provider Casa Tua

A single event lets the system know catering is locked in for the flight, without knowing what was ordered.

OPF · Aug 14 · pickup 1:40 pm

Casa Tua Restaurant

2 ×Grilled branzino $84

no capers · lemon on the side
1 ×Caesar salad $24

dressing on the side
Gluten-free
3 ×Focaccia $18

Subtotal$126.00

Tax$10.08

Total$136.08

Each Wheels Up system gets what it needs, configured per system.

Pod-facing system
A pod-facing system might receive the full order record so pods see exactly what’s ordered.
Billing system
A billing system might receive pricing only.
Flight operations system
A flight operations system might receive just the status event.

Payment at cutoff

One payment path, configured once

Payment runs at the same moment the order is sent. Wheels Up decides how payment is handled.

The member pays at the point of checkout. JetPalate processes the charge.

JetPalate charges Wheels Up at cutoff. Wheels Up bills the member separately.

Option A can be tiered by member eligibility. If Wheels Up picks Option A, the checkout can be enabled only for non-eligible members. Eligible members skip the checkout, and Wheels Up is billed for those orders. One ordering link, two payment paths, determined by member tier.

Payment events to Wheels Up. Wheels Up systems can receive an event when payment is initiated, an event when payment succeeds, and an event when payment fails.

Payment initiated Payment succeeded Payment failed

Every event sends automatically. Order events and payment events are sent to Wheels Up automatically as they happen. Wheels Up decides which systems receive which events, configured per system.

For the member

Members see what they will be charged at the moment of checkout, not on a statement weeks later.

For the Wheels Up team

Full order visibility the moment the order is sent. Provider, items, customizations, pricing, subtotal, and taxes come through on a single event. No waiting for the caterer to send a summary, no reconciling line items by hand.

Payment handled the way Wheels Up chooses. Checkout on the link, or billing Wheels Up directly, or a mix of the two by member tier. The setup is configured once and applies to every order.

Payment events visible on every order. Payment initiated, succeeded, or failed comes through as events on the same order. The pod sees payment status next to delivery status, not in a separate system.

Catering Workflow — End-State

About this document

JetPalate is ready to build.

Your decisions — ready to share

Link placement channels Stop 2 · D2.1

Set up Wheels Up catering Stop 3 · D3.1

Field sourcing Stop 1 · D1.1

Relay email direct delivery Stop 2 · D2.2 (optional)

Event routing matrix Stop 6 · D6.1 (pre-filled)

Flight change event source Off-spine · DOS.1

Event routing matrix Stop 6 · D6.1 (pre-filled)

Payment flow — restaurants & chefs Stop 5 · D5.1

Tier config — restaurants & chefs Stop 5 · D5.2 (if D5.1 = Flow A)