AOG response: When time is critical, count on Bombardier’s OEM expertise

When a customer contacts Bombardier’s 24/7 Customer Response Centre (CRC), the “critical hour” begins. Within this time frame, CRC specialists gather relevant information about the customer’s concern, identify the best course of action, and promptly address the issue. 

During an aircraft-on-ground (AOG) event, top priority is given to resolving the situation. In such cases, Bombardier leverages its unparalleled Original Equipment Manufacturer (OEM) expertise and a global network of parts and service facilities to expedite the return of Global, Challenger, and Learjet aircraft to operational status. 

CRC Director Andre Poulin explains the response to an AOG event:  

“When a customer reports an issue with the aircraft, we validate whether it’s a critical ‘no-go’ item or if there’s a potential solution. Sometimes, it’s a simple reset procedure that we guide the crew through. We triage to determine if it qualifies as an AOG situation. If it does, our first concern is whether passengers are on board. Can we assist in their movement?” 

The AOG coordinator collaborates with the CRC’s resident technical representatives to create a comprehensive service plan for the affected aircraft. This plan includes mobilizing support, sourcing necessary parts, and coordinating tooling. 

If onsite service is required, the CRC relies on Bombardier’s network of 100 strategically located global support locations and 35 Mobile Response Team (MRT) vehicles. These teams are equipped to deliver a full range of maintenance services for every Bombardier aircraft. 

Additionally, parts can be quickly sourced from the company’s nine worldwide parts facilities and dispatched to the customer via a network of delivery aircraft stationed across five continents. The CRC aims to triage aircraft within one hour and return them to service within 24 hours. 

Even while managing non-urgent customer inquiries, the busy CRC handles approximately 6,000 calls and 22,000 emails every month. During unexpected AOG events, time is of the essence, and Bombardier’s extensive parts and service network ensures a rapid and effective response. Our team’s sole objective is to get your aircraft back in the air as swiftly as possible—the OEM advantage. 

Learn more about Bombardier’s Customer Response Centre, with 24/7/365 locations in Montreal, Wichita and Singapore.