Commercial Aircraft Customer Services

Commercial Aircraft Customer Services

I Commercial Aircraft Customer Services

CONTENTS P.5 THE BOMBARDIER FLIGHTADVANTAGE P.11 SUPPORT P.15 MAINTENANCE P.21 MATERIAL P.25 TRAINING 3

THE BOMBARDIER FLIGHTADVANTAGE Our goal is to give you the advantage over your competition. With The Bombardier FlightAdvantage, you ll work alongside the team that knows your aircraft best. You ll benefit from our expertise, experience, and passion. It s world-class support, worldwide. 5

FLIGHTADVANTAGE THE BOMBARDIER FLIGHTADVANTAGE OUR BUSINESS STREAMS Supporting more than 2,700 aircraft that carry more than 200 million passengers annually is not a responsibility we take lightly. That s why our Customer Services team has been assembled from the outside in, built with a customerfirst mentality that is focused on providing you with an advantage over your competitors. Our purpose is to demonstrate the unparalleled value of our offerings, and the advantages of trusting in us to get the job done. Our promise is to utilize our world-class experience, skills and support to provide a customer-first experience every day. Our aim is to offer services so trustworthy, professional and familiar that we become your #1 choice, every time. SUPPORT Our support extends across borders and time zones, giving you 24/7 access to specialists based at our Customer Response Centres in Toronto and Mirabel. Our Regional Support and Technical Services teams provide complimentary care with options built around your needs. Our specialized services also ensure the efficient introduction of new aircraft to your fleet. MAINTENANCE Wherever your aircraft fly, our global maintenance network delivers quality non-stop care, both at our wholly owned Service Centers and dedicated Authorized Service Facilities around the world. At these strategically located sites, our experts provide you with maintenance repair and overhaul services that are geared towards getting your aircraft back in the air. Our comprehensive service offerings include: 24/7 worldwide support Dedicated online customer service portals Customer Response Centres 10 regional offices for localized support 11 parts locations 3 Bombardier Service Centres and 8 Authorized Service Facilities (ASF) 16 training locations and 28 flight simulators Optimized aircraft performance programs Rigorous maintenance operations programs Cost-per-flight-hour protection MATERIAL We know it s vital to get the parts you need when you need them. Our support means fast, reliable, costeffective delivery of essential aircraft parts. Our global network is made up of 12 parts facilities with a strategically placed inventory that allows us to ship parts 24/7. Our Component Programs offer cost-effective parts, solutions and cost-per-flight-hour protection tailored to meet the demands of your operations. TRAINING Our team is committed to providing you with world-class training to support our global fleet of commercial aircraft. Through our Bombardier Aircraft Training (BAT) centre and numerous Authorized Training Providers (ATPs), we offer global, specialized and tailored training. We deliver an incomparable Entry-Into-Service (EIS) experience, while also providing longterm, life-cycle training for the life of your aircraft. 6 7

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SUPPORT 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

SUPPORT FLIGHTADVANTAGE SUPPORT CUSTOMER RESPONSE CENTERS Our Customer Response Centers (CRCs) are standing ready 24 hours a day, 365 days a year, to provide comprehensive, live support for seamless service. Specializing in urgent Aircraft On Ground situations 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 and assistance, all within the same time zone. TECHNICAL SERVICES As the OEM, no one knows Bombardier aircraft better than we do. Our customers benefit from the experience of 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; delivering remote diagnostics or in-person repairs. Supported by online teams, supplier management specialists and an extensive publication 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 provide analytical support to optimize efficiency, provide parts planning, establish rigorous maintenance programs and share best practices. 12 13

MAINTENANCE 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 FLIGHTADVANTAGE MAINTENANCE SERVICE CENTERS Our wholly owned Service Centers deliver comprehensive maintenance, repair and overhaul services, 24 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, we have an extensive network of authorized service 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 the same high-quality parts and equipment used in our own service centres. MOBILE RESPONSE Bombardier s Mobile Repair Team (MRT) specializes in 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 MATERIAL Having the right part at the right time is the key to operational efficiency. Bombardier Customer Services makes it as simple, speedy and straightforward as possible to get the parts you need, when you need them. 21

MATERIAL FLIGHTADVANTAGE MATERIAL 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 of 12 parts facilities and positioned inventory strategically. 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 Our Component Programs offer a full suite of costeffective solutions tailored to meet the demands of your operations allowing you to manage your budget and minimize inconvenience while still having access 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 TRAINING With worldwide coverage and Bombardier-backed institutions, your teams can get their training straight from the source, close to home. 25

TRAINING FLIGHTADVANTAGE TRAINING FLIGHT TRAINING With over 16 locations, 28 flight simulators and an expansive elearning platform, Bombardier offers specialized flight, technical and other training options tailored to your needs. Pilots, Flight Dispatchers, Flight 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 sharing best practices and helping operators improve their overall efficiencies and performance, Bombardier also offers training, consulting and auditing services in the areas of airline practices, aircraft performance, flight planning and operations. 26 27

Bombardier, FlightAdvantage, Q Series, Q100, Q200, Q300, Q400, CRJ Series, CRJ100, CRJ200, CRJ700, CRJ900, CRJ1000, C Series, CS100 and CS300 are trademarks of Bombardier Inc. or its subsidiaries. All rights reserved 2017 Bombardier Inc. Printed in Canada, May 2017 28