Airbus’ HCare Store material management capabilities extend across the globe via a network of 92 authorised service centres, eight logistics hubs or central/regional inventories, and four worldwide customer support centres providing 24/7 technical, logistics and aircraft-on-ground (AOG) support.
HCare Store for material management
In addition to structured and robust AOG and warranty support, the company offers a series of on-request catalogue services related to spare parts ordering, repair and overhaul, exchange of components and equipment.
Airbus Helicopters proposes two types of maintenance service for equipment, dynamic components and blades repair and overhaul – easing customer maintenance operations and reducing downtime.
These services include two additional options applicable for major components:
- A reduced and secure turn-around-time (TAT) option
- A cost- and time-effective onsite repair option for minor repairs, through the assistance of Part 145 technician
All services and options are accessible through the AirbusWorld collaborative platform.
Airbus’ Exchange policy responds to the needs of helicopter operators whose missions require maximum availability. It offers customers the possibility of exchanging a part in need of repair or overhaul with another serviceable part. This service provides flexibility, with reactive delivery times, thanks to a dedicated pool of parts.
The result is optimal operational availability and minimal maintenance downtime – enabling operators to keep their aircraft in the air.
This service, ensuring immediate availability of spare parts, tools and ground support equipment (GSE), can be one of the most important keys to successful helicopter operations.
Airbus continuously reviews its helicopter spare parts, tools and GSE delivery performance and adapts its stock and logistics processes, all with the goal of providing customers with maximum parts availability at competitive prices. The company reaches 98 percent of planned spares orders delivered on time worldwide.
Other support and services
Airbus makes ordering new and used spare parts, including tools & ground support equipment, easier than ever. Customers can order their parts via AirbusWorld, which provides faster quotations and streamlined communication of the price, the lead time and the availability of a part through an illustrated online catalogue.
This service provides parts from Airbus Helicopters as well as parts from specialised vendors offering additional catalogues though the Marketplace.
Worldwide stock management
Customers benefit from Airbus’ worldwide stock management policy, designed to ensure the right parts are available at the right time, and at the right place for each and every operator. The company is committed to increasing the level of its spares service through strong commitments on delivery lead times for planned orders.
Tools and ground support equipment (GSE)
Spare parts include tools and ground support equipment. Airbus is working on the adaptation of its solutions according to operators’ return on experience from the field.
Many improvements are proposed to make maintenance providers' lives easier, and to contribute to better efficiency in the maintenance of their helicopters.
The suite of specific tools and GSE to perform O and I maintenance-level inspections, and the associated services that Airbus Helicopters offers to support fleet operations, are illustrated in commercial catalogues.
These catalogues have been customised by helicopter family.
To facilitate the search, they have been structured either by ATA classification or by tool family.
Download and discover Airbus’ detailed catalogues through the AirbusWorld collaborative platform:
An unmatched global logistics network
Airbus has built an unrivalled global helicopter spare parts delivery network comprised logistics hubs and local inventories in France (Paris and Marignane), Germany, the United States, China (Hong Kong), the United Kingdom, South Africa, Canada, Brazil, Australia, and Japan as well as a global network of customer centres and distributors.
Airbus' helicopter logistics field representatives (LFRs) are specialised experts who help customer teams operate more efficiently.
The LFR serves as the customer’s single point of contact at Airbus for material management needs in their country.
The LFR is fully dedicated to maintaining top-level logistic performance. Their scope includes improving logistic flows and administrative patterns, aligning forecasts to maintenance planning, following up with repairs – including turnaround times and core units – managing warranty claims, and coordinating transport of spare parts.
Depending on the operator’s specific needs, LFRs can be embedded directly on customer premises to manage either just one part of the supply chain (such as warehousing or transport), or the entire flow.
Airbus Helicopters is fully committed to supporting customer operations, especially in the case of an AOG recovery. Our around-the-clock AOG support department at Airbus represents the entry point for aircraft-on-ground situations for customers worldwide.
A team of 50 employees – all specialists in their respective fields from technical issues, logistics, quality, shipping, etc. – is located in both operating centres in France (Marignane) and Germany (Donauwörth) and answer urgent customer requests 24 hours a day.
These operation centres also support our logistics platforms in Hong Kong (China), Dallas (USA) and Aberdeen (UK) to resolve local issues.
You can reach the AOG department by contacting one of our Airbus Customer Service Centres or by calling the 24/7 customer support hotline:
Phone: + 33 4 42 85 97 97
Fax: + 33 4 42 85 99 96
Airbus’ comprehensive helicopter warranty policies are designed to provide peace of mind for customers when they purchase a new rotorcraft, spare parts and repair and overhaul services.
Under HCare, Airbus offers enhanced warranty conditions across the civil product line. Coverage is for three years or 2,000 flight hours – with labour included during the first year after delivery.
Warranty claims in general are managed by the company’s four customer service centres, available by phone 24/7.
Claims can be placed, and tracked in real time, using Airbus’ Warranty service, available worldwide on the AirbusWorld collaborative platform.
Available through AirbusWorld