CONTENTS P.5 BOMBARDIER CUSTOMER SERVICES P.11 CUSTOMER SUPPORT P.15 MAINTENANCE P.21 MATERIAL SERVICES P.25 TRAINING 3
BOMBARDIER CUSTOMER SERVICES Taking to the skies requires a strong team on the ground a team that s ready wherever and whenever you operate. Whether for technical assistance or parts support, we re on hand to help you optimize the performance of your aircraft around the world, around the clock. 5
CUSTOMER SERVICES THE BOMBARDIER ADVANTAGE It s not only our aircraft that are state-of-the-art: our Customer Services team is on standby to provide Original Equipment Manufacturer (OEM) expertise and knowledge whenever and wherever you need it. Our network of experts can assist you with a full portfolio of services, from technical support and maintenance, to parts, training and fleet management. As you take to the skies each day in our C Series, CRJ Series and Q Series aircraft, we re the one-stop shop for any support you need throughout the lifecycle of your fleet from before each aircraft even enters into service, to its final touchdown. With more than 2,700 Bombardier aircraft in commercial service around the world, it s our mission to keep you flying reliably and competitively each and every day. Washington California Kansas Arizona Illinois Copenhagen Moscow Kazan Belfast Exeter / Farnborough Cologne / Frankfurt Maastricht Munich Montreal/Toronto Ljubljana West Virginia Madrid Beijing Valencia Jinan Tokyo North Carolina Georgia Dubai Shanghai Hong Kong Mumbai Hyderabad Addis Ababa Singapore Cairns Sao Paulo Johannesburg Sydney Our comprehensive service offering includes: service facilities Extensive Global Network Bombardier Service Centers Bridgeport, West Virginia, U.S. Macon, Georgia, U.S. Authorized Service Facilities (ASF) Addis Ababa, Ethiopia (Ethiopian Airlines) Cologne, Germany (Lufthansa CityLine) Exeter, United Kingdom (Flybe) Hyderabad, India (GMR Aero Technic) Jinan, China (STAECO) Johannesburg, South Africa (South African Express) Ljubljana, Slovenia (Adria Tehnika) Maastricht, The Netherlands (SAMCO) Parts Distribution Centers Chicago, Illinois, U.S. Frankfurt, Germany Parts Depots Beijing, China Hong Kong, China Johannesburg, South Africa Singapore, Singapore Sydney, Australia Tokyo, Japan Repair Facilities Belfast, Northern Ireland Wichita, Kansas, U.S. Regional Support Offices Johannesburg, South Africa Montreal, Canada (Head Office) Moscow, Russia Mumbai, India Munich, Germany Shanghai, China Singapore, Singapore Sydney, Australia Tokyo, Japan Toronto, Canada (Head Office) Training Locations 6 7
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SEAMLESS SUPPORT Whether you need quick-response problem solving, engineering expertise or a tailored plan to get the most from your aircraft, our Customer Services team has you covered every step of the way. 11
CUSTOMER SERVICES CUSTOMER RESPONSE CENTERS Our Customer Response Centers (CRCs) are stand- comprehensive, live support for seamless service. as well as routine queries, our experts will provide immediate support to troubleshoot your aircraft, from diagnosing and remedying technical issues, to dispatching on-the-ground engineering assistance or shipping a much-needed component. REGIONAL SUPPORT Our regional hubs combine global coverage with local know-how. The strategically located teams, comprised of both technical and supply chain specialists, are on hand to respond on time, every time. With a thorough understanding of local conditions from climate to logistics, they re able to provide all-important insight TECHNICAL SERVICES As the OEM, no one knows Bombardier aircraft better than we do. Our customers benefit from OEM expertise from the people who designed and built each of our remarkable aircraft, saving critical time and money and enjoying the highest standards of quality and reliability. As part of our technical services package, a team of dedicated engineers is available to find solutions for any in-service issues, from remote diagnostics to in-person repairs. Supported by online teams, supplier management specialists and extensive technical publications service, we can tackle any issue quickly, seamlessly and cost-effectively. NEW AIRCRAFT SUPPORT Our specialists are dedicated to helping you integrate new aircraft into your fleet. Whether it s a new product type or an addition to your existing fleet, we can vide parts planning, establish rigorous maintenance programs and share best practices. 12 13
MAINTENANCE TOTAL MAINTENANCE Bombardier Customer Services is the leading provider of maintenance for all C Series, Q Series and CRJ Series aircraft. We re able to tackle any task from the routine to the extraordinary. 15
MAINTENANCE CUSTOMER SERVICES MAINTENANCE SERVICE CENTERS Our wholly owned Service Centers deliver compre- hours a day and 7 days a week. As the OEM, we offer unrivalled service and cost-effective solutions with guaranteed span times that are tailored to your operational needs. AUTHORIZED SERVICE FACILITIES In addition to our proprietary maintenance facilities, partners strategically located around the world that provide a full suite of maintenance services including line maintenance, base maintenance, start-up team services and more. At each of our associated facilities you will be serviced by highly trained technicians using Bombardier s own parts and equipment, all to the impeccable quality standards to which we adhere in our own centers. MOBILE RESPONSE the repair of all Bombardier aircraft types. We deploy highly trained teams tailored to your repair needs anywhere in the world, giving you total confidence that your aircraft will be quickly repaired to the highest OEM standards. Our experienced team is supported by highly skilled engineers; technical specialists and our parts services team ensure that your repair is executed to an agreed plan, on budget. Our MRT can turn repairs around faster than anyone else in the industry, with the quality you would expect from the OEM. 16 17
MATERIAL SERVICES RIGHT PART, RIGHT TIME Having the right part at the right time is key. Bombardier Customer Services makes it as simple, speedy and straightforward as possible to get the parts you need, when you need them. 21
MATERIAL SERVICES CUSTOMER SERVICES MATERIAL SERVICES GLOBAL MATERIALS SUPPORT Fast, reliable and cost-effective delivery of aircraft parts is essential to your fleet s performance and longterm success. That s why we ve built a global network We ship parts around the clock every day of the year, using sophisticated inventory management to ensure availability, rapid shipping and traceable deliveries. COMPONENT PROGRAMS effective solutions tailored to meet the demands of your operations allowing you to manage your budget to the components you need. Whether you need a specific part, a cost-effective solution or power-bythe-hour, we ve got a variety of options to suit your business. 22 23
TRAINING SPECIALIZED TRAINING With worldwide coverage and Bombardier-backed institutions, your teams can get their training straight from the source, close to home. 25
TRAINING CUSTOMER SERVICES TRAINING FLIGHT TRAINING expansive elearning platform, Bombardier offers spe- - Attendants, Aircraft Engineers and Technicians attend regulatory approved courses in TC, FAA and EASA certified devices and facilities to acquire up-to-date skills and comprehensive experience. PERFORMANCE ENHANCEMENT Always committed to helping operators improve their overall efficiencies, performance and best practices, Bombardier also offers training, consulting and auditing services in the areas of airline practices, aircraft performance, flight planning and operations. 26 27
LEGAL Bombardier, C Series, CRJ Series, CRJ100, CRJ200, CRJ700, CRJ900, CRJ1000, CS100, CS300, Q Series, Q100, Q200, Q300, Q400 and The Evolution of Mobility are trademarks of Bombardier Inc. or its subsidiaries. 28
customerservices@aero.bombardier.com www.iflybombardier.com