Airbus enhances aircraft ownership through customer support

25 June 2012 Feature story

Airbus is committed to assisting its customers through all aspects of aircraft ownership.  In support of this philosophy, the company has been working to expand the services offered for the in-service fleet of more than 6,700 Airbus aircraft making 21,000 flights each day, as well as offering aftermarket parts and enhancements. 

The company has the ability to provide service to owners long after delivery through initiatives such as Airbus’ extended service goal programme for long-range and single-aisle aircraft – which can allow a jetliner to remain certified and extend its operation lifetime. In addition, subsidiary companies like Denmark-based parts and service supplier Satair and North American air traffic management company Metron Aviation offer the hardware and expertise airlines and leasing companies expect from service providers. 

This customer support strategy has generated interest from customers as well as firm commitments with major airlines worldwide. Singapore Airlines has ordered a complete A330 support package; and China Southern Airlines, British Airways and Thai Airways have worked with Airbus’ customer support teams for the airlines’ A380 aircraft.

“The volume of information being exchanged is huge and how we handle that is key to customer satisfaction. We have to ensure that customers opting for a state-of-the-art aircraft like the A350 XWB really do benefit from the new technologies they are paying for,” said Didier Lux, Head of Customer Services.

Airbus’ added attention to service and support – which includes a team of over 4,000 employees from 49 different countries – has been well received by customers. Recent surveys show the company’s customer satisfaction index (CSIP) has increased over previous surveys.