Where rolling hills meet the spirit of Southern hospitality, one woman has led a small municipal airport into a thriving hub for general aviation, business and luxury travel. Heather Bay, CEO and Airport Manager/Director of Direct Flight Solutions (DFS), has spent the last 16 years at Lebanon Municipal Airport (LMA), where her commitment to providing personalized, top-tier service has earned her a loyal clientele and the affection of the local community.
“I’ve always believed that good customer service isn’t just a luxury, it’s an essential part of the aviation experience,” Heather explains. “When you’re flying for business or leisure, the airport should feel like a second home — welcoming, efficient, and stress-free.”
Under Heather’s leadership, DFS has built a reputation for offering airport concierge services, a level of service that’s more common in larger metropolitan airports but rare in smaller ones like Lebanon.
“Think of it airport concierge as the ultimate personalized travel experience,” Heather says. “We don’t just park planes. We anticipate needs. Whether it’s arranging transportation, booking a last-minute hotel room, or finding a great local restaurant, we go above and beyond to make travel as smooth as possible for our clients.”
At DFS, it’s not unusual for Heather and her team to remember a client's favorite restaurant or even surprise them with a personalized anniversary gift. Whether it’s the seasoned pilot looking for a quick turn-around or a family visiting for the first time, Heather’s team is always ready to exceed expectations. The airport concierge is about more than just flying—it’s about the journey.
“Our airport is more than just a place to land, it’s a place where relationships are built,” she says. “Lebanon and Wilson County are home to people who genuinely care for one another, and that spirit flows through everything we do at DFS.”
LMA is a testament to the power of local business and aviation. General aviation, the category that encompasses everything from private planes to business jets, has grown rapidly, and DFS is at the forefront of this evolution. General aviation offers passengers unparalleled flexibility in terms of flight schedules, routes, and destinations, allowing travelers to go where they want, when they want, with a level of privacy and convenience not available on commercial airlines.
But it’s not just the flight service that has garnered attention. The history of LMA, founded in 1933 and officially opening in 1939, is also a point of local pride. “Our airport has been a cornerstone of aviation education for decades,” she says. “Cumberland University and Castle Heights Military Academy were integral to the Federal Aviation Cadet Program, and today we continue to educate the next generation of pilots and aircraft mechanics through institutions like Nationwide Flight School and the Baker School of Aeronautics.”
For Heather, Lebanon isn’t just a place of business; it’s where she and her family have grown their roots. “The people here are the reason we’ve stayed,” she reflects. “We’ve been embraced by the community since moving here from Alabama in the '70s. We support local businesses in every way possible, from sponsorships to shopping locally for gifts and team uniforms. This is home, and I feel incredibly grateful to be a part of it.”
In many ways, Heather’s story mirrors the love she feels for her community and her passion for aviation. It’s about connecting with people, solving problems, and providing experiences that leave a lasting impact. For Heather Bay, love's not only in the air, but on the ground too.