As business aviation operators work to maximize aircraft availability and operational efficiency, the success of a maintenance, repair and overhaul (MRO) shop visit hinges on a thoughtful approach. Western Aircraft, located in Boise, Idaho and one of the largest MRO facilities in the West, says the foundation for a smooth and productive maintenance event lies in three basic elements: 1) planning, 2) communication and 3) partnership.
Planning ahead
“The first and most important step in planning any MRO event begins by working with your regional sales manager to talk through work scope details and timing,” said Kerry Heiss, director of sales and marketing at Western Aircraft. “This early engagement allows operators to understand the MRO’s capabilities, new products in the market, estimated pricing and scheduling options.”
Likewise, the regional sales manager (RSM) will want to understand what factors will shape your decision to select one MRO facility over another, such as location, proposed downtime and if they are an authorized service center.
That initial meeting should be far enough in advance to allow both operators and their MRO facility to plan together without feeling rushed. While smaller work scopes may be booked on shorter notice, larger work scopes are best planned and scheduled at least nine to 12 months in advance, especially when customers have specific date requirements. In some cases, such as recent Falcon 7X 2C inspections, these projects are being booked even farther in advance.
“It never hurts to talk farther in advance with your RSM than you think necessary,” Heiss said. “They should always be glad to guide you on timing for your particular work scope.”
When it comes to timing, and especially planning for the delivery date, it’s critical everyone within the flight department and the owner understands the impact on aircraft delivery. In some cases, it makes great sense to combine items into one large and longer-term project. But in instances where the aircraft needs to return to service as quickly as possible, it might be better to keep a project streamlined and postpone discretionary work for a separate visit. Your RSM can help walk you through options to consider.
“In some cases, a customer’s downtime should not be impacted by additional work,” said Brody McKenna, director of operations. “For example, a Starlink installation in the midst of a long maintenance inspection may not increase the scheduled downtime at all. But in other cases, such as a wood refurbishment project combined with a shorter maintenance inspection, the woodwork may actually pace the length of the project.”
Effective communication
Your relationship with an MRO and its ability to meet your expectations hinges on open and effective communication. In addition to engaging with the RSM well in advance, they will want access to some aircraft information, in particular due list items and/or access to your maintenance tracking system. This enables them to review details of maintenance items for your aircraft and ensure the proposal they provide accounts for the full picture of cost and time.
It’s also important that you maintain communication with the MRO from the point of initial conversation through your aircraft’s return to service. There will be multiple steps along the way: requesting and signing a proposal, paying deposits, attending a pre-input meeting, and approving squawks, which will require prompt attention to keep everything on track. Don’t ghost an MRO; if they are waiting for something from you, intermittent communication has the potential to sidetrack your project. For example, a customer who does not sign a proposal may lose their preferred input date. Likewise, a director of maintenance (DOM) who does not promptly approve squawks during a maintenance inspection risks delaying the aircraft’s delivery date.
Another critical element of communication is keeping other stakeholders involved. Across a large flight department, the DOM, chief pilot and dispatcher should all be in the loop when looking at a period where the aircraft will be unavailable for maintenance or modification work. DOMs and chief pilots must also have direct, honest conversations with owners to ensure expectations are grounded in operational realities.
“The owner needs to not only be aware of schedule plans where the aircraft will be down but should also provide any information about travel needs,” Heiss explained. “If there’s a non-negotiable trip that he or she needs to make, that will help everyone determine the schedule for the project or develop alternate means of transportation for the principal.”
However, the flight department leadership must also be open with their owner about two non-negotiable items of their own: safety and schedule risk. For a principal who wants to schedule a trip immediately against the end of an MRO visit, the flight department should highlight both as a means of setting expectations.
“We see critical flights scheduled immediately following redelivery, and that’s a high-risk scenario,” said McKenna. “While we always work to support our customers’ flight schedules, the reality is that there are issues outside of everyone’s control which can cause delays. In the event an airworthy aircraft cannot be delivered on time, we strive to communicate potential schedule impacts as early as possible, to help our partners meet the needs of their owners.”
Partnership over transaction
Western Aircraft encourages a shift from thinking of an MRO as a vendor to a true business partner. This means open dialogue, shared accountability and mutual commitment to aircraft safety and service quality.
“Mistakes can occur on either side,” McKenna said. “The key is addressing them constructively. We’re here to solve problems, not point fingers.”
The company also recommends setting expectations around the level of DOM presence during the project. Some flight departments designate full-time oversight while others rely on milestone-based check-ins. In either case, ask yourself a few questions when evaluating an MRO to ensure you have a good sense of what a shop visit looks like there:
- Have you been to that particular MRO to see their facility and meet the people who will work on your aircraft? If not, can you do a survey visit or is the MRO willing to provide references with whom you can speak?
- What amenities (e.g., office space, access to your aircraft, FBO services) will the MRO provide while you are there?
- What is the transportation situation to get from your home base to the MRO facility and back?
- Is the city where the MRO is located hospitable and safe?
Conclusion
In today’s fast-paced aviation environment, a successful MRO visit depends on early planning, clear communication and strong partnerships. At Western Aircraft, the process ideally begins early, with a conversation that aligns expectations and builds trust.
“When customers view us as partners and come into the process prepared,” Heiss said, “the result is a smoother project, fewer surprises and a safer aircraft.”
Ready to plan your next visit?
Whether you’re scheduling a major inspection or evaluating potential upgrades, Western Aircraft’s team is ready to assist. Connect with Western Aircraft’s regional sales managers today to start building a custom maintenance plan that aligns with your goals, timeline and budget.
For more information, visit westair.com.