Garmin took top billing in this year’s AIN Product Support Survey for avionics makers, capturing the highest rating for flight deck avionics makers. Winning the category by a comfortable margin last year, Garmin posted an average overall score of 8.7 this year that was well ahead of the second-place finisher, Collins Aerospace, but still two-tenths of a point behind last year.
Gulfstream and Textron Aviation, meanwhile, which tied for top honors in the business jet category of AIN’s Product Support Survey for airframers, similarly tied in the cabin management system support category in this edition of of the survey, each with an overall rating of 8.1.
And, Satcom Direct’s 8.6 rating in airborne connectivity support placed it ahead of that pack.
While feedback from OEMs for last month’s airframer survey showed that virtually every company continued to feel the results of supply chain disruptions for a variety of parts, avionics respondents generally appeared more circumspect in their responses.
Lufthansa Technik reported difficulties securing semiconductors, in particular, while others worked hard to address labor shortages; Honeywell, for example, added 1,000 employees over the past year to its repair and overhaul organization while dedicating some 150 managers to work on securing workers and a steadier flow of raw materials among suppliers.
Garmin
Taking the top score in every measurement of the flight deck avionics category resulted in Garmin’s six-tenths of a point lead over the next highest scorer, Collins Aerospace. Gamin’s highlights included overall reliability (9.2) and cost per hour programs and technical manuals (8.9 apiece). Even its weakest score, namely in parts cost (7.8), placed it at the top of all the OEMs for flight deck avionics.
The Improvements:
Garmin’s customer support organization over the past year launched a four-year, $200 million expansion of its U.S. headquarters, including a relocation to new offices within the Garmin campus in Olathe, Kansas.
The project also included new manufacturing capacity, warehousing, and distribution, as well as a new Aviation Business Center housing meeting spaces and training facilities.
Other initiatives included the launch of the Garmin Aviation Dealer Academy, which provides new avionics training opportunities for installation technicians and avionics managers.
Garmin also reorganized its dealer support teams to provide regional-based technical support, improving response times and enhancing relationships with installation technicians.
Improvements to Garmin’s IT offerings included expansion of its online forum for aviation dealers to share installation tips and benefit from the collective experience of the global Garmin dealer network. The improvements also included the expansion of live chat capability to include the flyGarmin.com website.
Finally, the company increased the depth and breadth of FAQ content available in the Garmin Aviation Support Center website to allow for more intuitive and comprehensive self-serve support for customers.
Collins Aerospace
While not drawing enough responses for inclusion in the airborne connectivity grouping, Collins Aerospace finished in a strong position in cabin management systems with a score of 8.0, five-tenths of a point better than its showing last year and just a tenth of a point behind the leaders there. However, its 8.1 score in flight deck avionics left it six-tenths of a point behind the frontrunner in that group and was down one-tenth of a point from the 2022 results. Collins’s 8.1 rating in cost-per-hour for cabin management systems led that grouping. Its 6.6 score in cost of parts placed it in the middle of that measure among the flight deck avionics grouping while it also ranked second in the cabin management group parts cost category, also with a 6.6 score.
The Improvements:
Consistent with its stated commitment to invest in people, processes, infrastructure, and technologies, Collins Aerospace over the past year has added warranty personnel to process claims faster and service center capacity to ensure readiness for the demands associated with fleet growth and regulatory mandates. Meanwhile, it continues to develop digital tools to allow for faster resolution to customer requests and more ready capacity to resolve problems.
Examples include flight deck upgrades to meet modernization requirements, enhanced situational awareness, and connectivity needs for the flight deck and cabin. Available cabin management system upgrades allow for the installation of 4K monitors, improved maps, support for what it calls third-party peripherals, and mobile device control of cabin features.
“We are collaborating and innovating with our customers to bring big ideas and new products to life, as well as drive continuous improvement and support to our existing products,” said Collins.
Honeywell
Honeywell this year finds itself at the bottom of the rankings in flight deck avionics, airborne connectivity, and cabin management systems. The company saw its scores change little from its 2022 showing, as it equaled its 7.9 ranking in airborne connectivity while improving from 7.6 to 7.7 in flight deck avionics and falling from 7.0 to 6.9 in cabin management systems. It fared reasonably well in the warranty fulfillment and technical manuals categories of the flight deck grouping with an 8.4 and 8.2 rating, respectively, while producing its weakest showing in AOG response in the cabin management systems group with a score of 6.4.
The Improvements:
Addressing what Honeywell Aerospace vice president of customer and product support Todd Owens called “the elephant in the room,” the company has made mitigating supply chain disruptions its “number-one priority.” In an interview with AIN, Owens conceded that Honeywell’s horizontally structured supply chain and labor shortages produced challenges that forced the company to take “drastic” measures, including the addition of more than 1,000 employees to its repair and overhaul network since the middle of last year and the placement of some 150 executives who work full time with suppliers.
“That team is actively engaged with their suppliers, helping, whether it be with raw materials or helping them hire [with] job fairs and things like that, just to get the product flowing into our supply base,” said Owens. “Then there’s a separate team of about 300 individuals that is with a newly formed organization called Supplier Rate Readiness. And this team is working on dual-sourcing our product. In many cases, we’re pulling…repair capability back into the Honeywell network. The good news is more units are going out than coming in, which means we’re burning down our backlog.”
Owens added that Honeywell has seen a 23 percent increase in output this year compared with the same period in 2022, an indicator, he said, of the effectiveness of its supplier development and rate readiness teams.
While much of Honeywell’s support effort centers on engines and APUs, it has invested heavily in the avionics realm as well, establishing a technical pilots team that collaborates closely with flight departments and the FAA on instrument approaches using required navigational performance (RNP) capabilities.
“We’ve gotten instrument approaches for better weather minimums at two airports and we’re working on another four airports right now,” explained Honeywell Aerospace vice president of technical support Malcolm Fleming. “And then we’re also working on visual approaches for challenging visual maneuvers in and out of airports, or I should say primarily into the airports. We’ve already completed [two of them] and we’ve got another six airports that we’re working on right now.”
Universal Avionics
Universal Avionics, which drew an overall rating of 8.0 in the 2022 survey, did not draw enough responses to be included in this year’s survey.
The Improvements:
Universal Avionics bolstered its international presence with a new office opened in Blagnac, France in May that provided a larger workspace compared with its previous Toulouse office and extended its capabilities in Europe to meet the growing demand in the region. Along those lines, the company appointed Fabrice Arfi as general manager of Universal Avionics International.
In addition, in the U.S. the company increased its repair portfolio, being named an approved repair center for the Dassault FalconEye enhanced flight vision system.
The improvements come as Universal in recent years consolidated services and support into one organization and launched a new department, Support Services, that consolidated the administration of database services, repairs, exchanges, rentals, loaners, used parts sales, and extended warranties. Robert Clare, director of customer services, said, “By consolidating, we were able to streamline processes through all these services.”
Gulfstream
Sharing the top spot for cabin management system support with Textron Aviation, Gulfstream posted an 8.1 total score in the grouping, representing an improvement of a tenth of a point over its score from last year. Highlights included top scores in warranty fulfillment (9.2) and technical reps (9.1). However, cost of parts (6.6) and cost of per hour programs (7.5) weighed on Gulfstream’s overall score. Meanwhile, its score of 8.7 in AOG response placed it in a tie for the lead position with Textron Aviation in that category.
The Improvements:
Gulfstream’s avionics support team has sharpened its focus on preparations for the G700’s entry into service while the company’s new product development unit evaluates technology features and functions of cabin management systems (CMS) to meet evolving customer demands.
The company says it has enhanced its CMS options to include larger, higher-resolution onboard monitors and more options for integrated use of personal devices. Other expanded features include more use of Bluetooth, wireless charging, and seamless audio and video streaming. Gulfstream also continues work on integrating expanded LED lighting options, including customized color, intensity, and automation choices.
“We’re excited to further expand our existing catalog and have the opportunity to incorporate some of the new features into the existing fleet,” the company said.
Textron Aviation
Registering a two-tenths of a point improvement from its total score in 2022, Textron Aviation finds itself with a share of the top position in cabin management grouping with Gulfstream. Highlights included an 8.0 score in cost per hour programs and the leading position in cost of parts, albeit with a 7.2 rating. Textron also placed first in technical manuals (8.3) and tied for first in AOG response (8.7). Apart from placing second in the grouping’s technical reps category with an 8.9 rating, Textron Aviation finished with largely middling scores across most of the remaining categories.
The Improvements:
Along with efforts to bring to market new features in newly delivered aircraft, Textron Aviation continues to invest in new technologies to mitigate aircraft obsolescence such as controller-pilot data link communications (CPDLC) systems and autothrottles for fielded aircraft.
In the passenger cabin, offerings include multiple high-speed internet connectivity systems, including air-to-ground systems and Iridium satcom installations.
Separately, cabin comfort retrofits can include moving map displays, USB port installations, and cabin lighting upgrades to LEDs. Textron Aviation also offers what it calls “forward-thinking upgrades” such as the Garmin G5000 for the Citation 560 Excel/XLS and Beechjets, Collins Pro Line Fusion for the Cessna Citation 1+/2+/3, Garmin G600 for the Citation Jet, and Primus Epic FANS/CPDLC upgrades for the Citation Sovereign and Hawker 4000.
Lufthansa Technik
Lufthansa Technik, which posted an overall average of 7.0 in the cabin management system category last year, did not garner enough responses to be ranked this year.
The Improvements:
What Lufthansa Technik calls a “major field of action” around its support efforts involves managing supply chain disruptions—largely semiconductors—caused by the Covid pandemic and ongoing military conflicts around the world.
In response, the company has expanded its production capabilities through vertical integration within its value chain and gaining control over the manufacturing of electronic subparts for its Nice cabin management system and other business aviation products. According to Hinnerk Noelker, Lufthansa Technik director of OEM engineering and operations, the move has not only improved product quality but delivery schedules, thereby increasing overall efficiency and making it a reliable support partner.
Over the past several months the company has placed special emphasis in guiding and consulting business jet owners and operators in how to address obsolete cabin management and inflight entertainment and connectivity (IFEC) systems, added Noelker. “To ensure we meet these needs, we have established a robust network of MRO channel partners,” he explained. “Currently, we offer tailored upgrades specifically designed for the Bombardier Challenger 300 model. One of our notable options is the HD Upgrade+, which enhances the SD systems on the Challenger 300 by upgrading them to high definition and introducing new features such as Bluetooth, moving map improvements, sound options and display upgrades.” The company also offers a retrofit kit for the Challenger 300, replacing the obsolete audio technology with the NiceHD system.
Now developing a new software platform for the Nice system, Lufthansa Technik expects its effort to not only enhance the “digital experience” but streamline operations. Offering more personalized products and features, the software platform will establish a seamless connection between the aircraft and the cloud. With a ground portal, a ground cellular connection, and various on-demand features, it will also allow for continuous updates.
Satcom Direct
Finishing first among the companies that registered enough responses for inclusion in the airborne connectivity grouping, Satcom Direct improved on its 8.4 score from 2022 by two-tenths of a point. It’s overall rating of 8.6 this year resulted from particularly high scores in warranty fulfillment (9.1), AOG response (9.0), and technical reps (9.5). Comparatively high scores were received for cost of parts (7.4) and cost per hour programs (7.6), also having an effect on Satcom Direct’s total score.
The Improvements:
For Satcom Direct, effective support starts with training, a principle reflected in its expanded curriculum for operators meant to improve the functionality of products related to connectivity, cybersecurity, and the inflight experience for passengers. Over the past year, the company has also made training more accessible through third parties such as FlightSafety International and Da Vinci Inflight Training Institute.
This year also saw Satcom Direct’s launch of an update to what it calls the industry’s only certified aviation IT training program, called aeroIT. Once complete, technicians gain a three-year certification for the configuration and troubleshooting of information processing networks and communication systems. The four-day program concentrates on four areas of discipline: satellite networks, IP network theory, troubleshooting aircraft networks, and network management.
Meanwhile, as Satcom Direct adds more hardware and software products, its customer support team continues to expand to support its “follow the sun” philosophy of providing round-the-clock support of products such as the Plane Simple Ku-band satcom antenna.
“Throughout the installation and the entry into service process, Satcom Direct constantly updates the customer to support the flight department’s familiarity with the systems,” said the company. “We provide candid and transparent information and find that this iterative process supports a greater understanding of the full potential of the customized connectivity solution.”
Gogo Business Aviation
Finishing second among the companies drawing enough responses for inclusion in the airborne connectivity group, Gogo Business Aviation saw its overall score improve from 8.2 in 2022 to 8.3 this year. It recorded its highest individual scores (8.9) in the warranty fulfillment and technical representatives’ categories while placing even with Honeywell in cost per hour programs (7.4) and overall reliability (8.3). Its score in the technical reps category placed it second out of the companies in the connectivity category and a half point ahead of Honeywell.
The Improvements:
Gogo continues to invest and expand its team of data scientists and engineers who extract data produced by the company’s Avance interconnectivity platform. Called the market intelligence team, the group provides insights and actions to better understand meeting customer expectations and areas in need of improvement.
The Gogo Avance systems produce about a million messages per day, providing information and details such as LRU health (voltage, fan speed, temperature); systems usage (number of devices, data usage, etc.); and connection status to Gogo’s air-to-ground (ATG) network. “We believe this team is one of a kind in business aviation and we will continue to invest in it as we expand our product portfolio and grow our customer base,” said Dave Glenn, senior vice president of customer operations. “[Our market reach extends] from North America but also around the world with our Gogo Galileo (global satellite broadband) service, powered by Avance and operating on a low Earth orbit (LEO) satellite network.”
Using much of the information provided by the market intelligence team to design what the company calls proactive outreach for its customers, Gogo recently launched a new customer success initiative using an algorithm to help the support team better understand when a customer might need assistance.
Finally, Gogo has completed 5G network construction in the continental U.S. and started expansion into Canada with a “handful” of sites already completed to provide additional coverage to business aviation operators in North America. The system will meet all requirements for its 5G service, providing 25 Mbps on average and reaching peak speeds in the range of 75 to 80 Mbps range for video conferencing, live TV, and gaming with lower latency and higher throughput. Having readied its 5G network in the U.S., Gogo expects to launch the service in 2024. It added that it expects to complete its Canada installation early next year.
SmartSky Networks
New-entrant airborne connectivity supplier SmartSky did not draw enough responses for inclusion in the rankings.
The Improvements:
A relatively new entrant into the inflight connectivity space, SmartSky Networks deployed its U.S. nationwide air-to-ground network in July 2022. Since then, it has gathered data from flight testing of the software-defined network to adjust network performance and optimize the customer experience.
During this year’s second quarter, SmartSky rolled out its seventh revision to its aircraft base radio software that further improved operational stability and reliability, as well as an update to the back-end services on the ground network. It based the enhancements on data gathered during ongoing company flight testing, customer flights, and monitoring of the network.
Other developments included the deployment of Honeywell Forge software to manage, track and control customers’ inflight connectivity services, cost, and performance for the cabin and flight deck. With its deployment, SmartSky became the first and only air-to-ground provider to deploy Forge capabilities.
Meanwhile, SmartSky reported significant developments in Service Management Platform (SMP) capability for real-time visibility to customer performance, allowing the network team to proactively monitor and address site and sector issues across the network and to notify the product support engineering team if a customer experiences service performance degradation The product support engineer can then notify the customer, enabling an optional flight route change should a temporary loss of connectivity occur. The SMP also allows the product support engineering team to monitor a specific tail live, in-flight, and prepare for proactive customer contact after the flight.
Finally, SmartSky introduced its SmartCart ground testing kits to installation partners. Calling it the first mobile ground testing device for an air-to-ground connectivity system, SmartSky provides one kit to partners upon their first hardware install. SmartCart functions as a portable site on the SmartSky ATG network, with its own unique site ID. SmartSky onboard hardware systems attach to the SmartCart site across a localized RF link using SmartSky communications protocols, connect to the SmartSky core network, and pass data to and from the aircraft, just as they do in the air. The data flows through SmartSky’s network backhaul and points of presence through a secured VPN connection on a ground cellular network. The VPN keeps all data private, even during testing. SmartCart can validate activation and all system functionality, generally in less than an hour.