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Airbus “goes local” with its customer support strategy

14 February 2014 Feature story

As the global aviation sector continues to evolve, Airbus is ensuring its operators are ready for the opportunities and challenges of tomorrow with tailored customer service solutions that increasingly are being provided in close proximity to their individual home bases.

This emphasis on closeness was in full effect with two key announcements during the Singapore Airshow: Airbus and Singapore Airlines’ Memorandum of Understanding signed to establish a Singapore-based flight training joint venture, called Airbus Asia Training Centre (AATC); and the opening of Airbus’ first joint parts support and distribution facility with its Satair subsidiary: Satair Airbus Singapore Centre (SASC), also located in Singapore.

With these new facilities, Airbus will be able to deliver even higher levels of service for its customers in Asia-Pacific – which is the world’s fastest-growing region in terms of air traffic demand.

The Airbus Asia Training Centre, which is expected to open before 2014’s close, will provide type rating and recurrent training for Airbus A320, A330, A340, A350 and A380 aircraft types. It initially will operate from Singapore’s SIA Training Centre near Changi Airport before moving to Seletar Aerospace Part when a dedicated facility is completed.

According to Head of Airbus Customer Services Communication Bruno Piquet, the Asia-Pacific region’s rapid expansion is driving the demand. “There will be a huge need for pilot training moving forward, and we have to be able to respond,” said Piquet. “That is also why we are partnering with major airlines like Singapore Airlines – because not only do we want to respond in terms of service quantity, but also service quality.”

AATC will be the newest in a network of Airbus training centres worldwide, with others located in Beijing, China; Miami, Florida, USA; and Toulouse, France.

The Satair Airbus Singapore Centre that was formally opened on 12 February will become the primary spare parts hub for Airbus in the region, providing 24/7 support to airlines and maintenance, repair and overhaul (MRO) companies. It will facilitate enhanced service offerings, product scope and availability to customers – faster and more economically than ever before.

Airbus delivers customised outsourcing solutions for maintenance to meet the unique business model of each airline. According to Piquet, the company is having success marketing its new Airbus Flight Hour Services (FHS) suite – which consists of guaranteed solutions ranging from component supply and repair to full airframe maintenance.

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