Customer service

April 9, 2014 - 11:00am

Diane De Souza, vice president of Bombardier’s parts services team, will retire after 28 years with Bombardier Aerospace, effective this summer. She is succeeded by Bill Molloy, previously director of CSeries customer services and support, who assumed his new role April 1. Under De Souza’s leadership, Bombardier’s parts services team was transformed to meet the challenges of a growing international customer base and a quickly expanding array of products.

February 26, 2014 - 4:37pm

New Airbus Helicopter CEO Guillaume Faury and the head of its U.S. arm, Marc Paganini, were visibly penitent when discussing the company’s traditionally problematic customer service yesterday at Heli-Expo. Faury left no doubt that he is committed to focusing more company resources and attention on product support. “It is time for new priorities,” he said. Paganini echoed that sentiment, admitting, “We need to do better.”

February 24, 2014 - 6:20pm

Airbus Helicopters is taking new measures to improve its customer service and support worldwide, according to Matthieu Louvot, the company’s director of support and services. “We are more than doubling our investment in IT systems–among others–for logistics and we have put a great deal of thought in high tech systems,” he said. “Customers will notice a difference very soon.”

February 24, 2014 - 1:45pm
Airbus helicopter AS355F2

Airbus Helicopters is taking new measures to improve its customer service and support worldwide, according to Matthieu Louvot, the company’s director of support and services. “We are more than doubling our investment in IT systems–among others–for logistics and we have put a great deal of thought in high tech systems,” he said. “Customers will notice a difference very soon.”

October 22, 2013 - 5:30am

The new U.S. headquarters of international trip support group United Aviation Services (UAS) in Houston is now fully operational and has handled several hundred trip requests since its soft-launch opening on August 26. The office has a staff of 40 people, more than 20 of whom are in the operations department, which operates on a 24/7 basis like the UAS global headquarters in Dubai, arranging services such as fuel, flight permits and ground handling.

May 7, 2013 - 8:00am
A certified P&WC technician performs PW306 maintenance.

Pratt & Whitney Canada Corp. is this year proudly celebrating 85 years of delivering dependable aircraft engines backed by industry-leading services and support for its 10,000 customers worldwide.

October 30, 2012 - 3:15pm
Bombardier mobile response trucks

Bombardier is moving to upgrade its customer product support and training options. To that end, the company announced a major expansion of its service capabilities, including deployment of a fleet of mobile response trucks and three new regional support offices co-located with Bombardier factory-owned maintenance facilities in Tucson, Hartford and Fort Lauderdale.

August 22, 2011 - 7:50am
According to Accenture’s survey, aerospace OEMs fall short in delivering supp

Aerospace manufacturers recognize the need to deliver more comprehensive and valuable support to customers around the world, but they have failed to adequately respond to the challenge, according to new research by Accenture. The management consultancy concluded that a string of “disconnects” have prevented OEMs from gaining the improvements in customer support that they say they want to achieve.

February 19, 2010 - 9:26am

American Eurocopter customers will begin to see demonstrably better product support, including hard AOG (aircraft on ground) support, by the end of the second quarter of this year, said Larry Roberts, vice president of sales, marketing and customer support.

May 13, 2009 - 4:39am

Hawker Beechcraft (HBC) announced here this week the delivery of the first European Aviation Safety Agency (EASA) certified piston singles and twins to enter service in Europe. Three new Bonanza G36 single-engine aircraft went to a customer in the UK and one Baron G58 twin to a customer in Poland.

 
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