The MRO business appears to have rallied from the problems wrought by the Covid pandemic and subsequent supply chain constraints, according to assessments among the companies that participated in this year’s avionics support survey. Although still not completely recovered, members of the industry expressed far more optimism about the pace of growth and the gradual improvement in parts supply since last year.
Efforts to relieve the pressure took several forms among the respondents, including more communication and hands-on help for suppliers, increasing inventory levels, and maintaining closer ties with teardown agencies to help supplement parts inventory.
However, the storm clouds that gathered over the industry in the form of a short supply of qualified mechanics appear no less threatening and continue to affect timely access to MRO services. Stepped up recruitment efforts have helped, but an answer to the need for a more enduring solution has proved elusive.
Maintenance shops continue to work toward clearing backlogs within the limitations of the mechanics’ shortage, all the while improving the quality of their support offerings, as evidenced by sector leaders such as Garmin.
The Olathe, Kansas-based supplier took the top slot among flight deck suppliers and airborne connectivity providers with a 9.0 and 9.1 score, respectively. The company secured at least a 9.0 rating in five of the eight categories measured both in the flight deck avionics and airborne connectivity categories, including a 9.3 in overall reliability in both.
Among cabin management systems suppliers, the starkest change involved Lufthansa Technik and its Nice system, which vaulted to the top with an 8.2 average, tying for the top spot with Honeywell, which climbed significantly from a 6.9 rating last year.
Garmin
Continuing a trend that has spanned the past few decades, Garmin once again reached the top ranking in the flight deck avionics category and this year also ranked first in the airborne connectivity category, finishing with composite scores of 9.0 and 9.1, respectively.
The flight deck avionics score represented an improvement from the company’s top-ranking 8.7 in 2023. However, the company did not draw enough responses in the airborne connectivity category for inclusion in that area in the 2023 results.
In the flight deck category, Garmin managed to reach at least a 9.0 rating in five categories, namely cost-per-hour programs, parts availability, warranty fulfillment, technical reps, and overall avionics reliability.
In airborne connectivity, it finished with a score of 9.0 or above in five categories as well, registering an 9.3 in AOG response, 9.5 in warranty fulfillment, 9.0 in technical manuals, 9.5 in technical reps, and 9.3 in overall reliability. Its 9.5 score in technical reps ranked as the top score among all companies and categories.
The Improvements
The top ranked vote-getter in AIN’s product support survey last year managed to improve by three points in 2024, as it added new instructor-led classes and training customized to meet the needs of several popular owner/pilot associations.
Subsequently, the company celebrated the first anniversary of the Garmin Aviation Dealer Academy website, where it hosts short-format training videos at a rate of one new video per week. The videos provide authorized installers with the latest tips to maximize installation quality and efficiency for Garmin customers.
According to Garmin director of avionics product support Lee Moore, the company continues to expand self-service options with a growing library of “knowledge articles” in its frequently asked questions database.
Moore added that Garmin continuously improves chat availability and call-back options to reduce customer hold time, including a new option to reserve a date and time for a call-back.
Garmin also implemented an auto-renewing purchase system for aviation database and Garmin pilot subscriptions. Finally, the company added what it calls its expert, pilot-rated staff to help support more calls, emails, and chats from end customers.
Some examples of improvements the company has registered over the past year include Citation CJ2 avionics with Garmin G600 equipment following receipt in July of an FAA supplemental type certificate (STC).
The upgrade features two G600 TXi touchscreen displays specific to the CJ2, including stabilized approach monitoring and aural V-speed alerting during takeoff, as well as Garmin’s engine indication system. Two GTN Xi navigators enable vertical navigation (VNAV) using the GFC 600 autopilot, including coupled VNAV descents and coupled go-arounds.
Meanwhile, a Citation XLS+ and XLS Gen2 upgrade will allow owners to install the G5000 avionics, offering features such as touchscreen displays, synthetic vision technology, and advanced weather radar. It also includes automatic dependent surveillance-broadcast (ADS-B) Out compliance and allows for future growth and expansion through software updates.
Collins Aerospace
The second-place finisher in flight deck avionics with an 8.6 rating, Collins Aerospace improved by 0.5 in its overall average from 2023. The avionics manufacturer did not draw enough responses to be included in the airborne connectivity category.
In flight deck avionics, Collins’ 9.0 score in both warranty fulfillment and overall reliability boosted its overall score from 8.1 in 2023.
The Improvements
Collins Aerospace continues to invest in people, processes, infrastructure, and technologies as the RTX subsidiary develops digital tools to more quickly resolve issues and respond to customer information requests faster.
Examples include the addition of warranty personnel for processing claims faster and service center capacity to ensure the company’s preparation for fleet growth and mandates.
“Additionally, as the industry faces new challenges and embraces new technologies, 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 Peter Tuchel, senior director for customer support and avionics at Collins Aerospace.
Examples include flight deck upgrades to meet next-generation modernization requirements, enhanced situational awareness, and connectivity for the cockpit and cabin. Business jet cabin management system upgrades allow for installation of 4K monitors, improved maps, support for third-party peripherals, and control of cabin functions onto mobile devices.
Collins has launched an airport ground monitoring system that provides real-time tracking and recording for aircraft and ground equipment movement. According to the company, its Airport Surface Awareness System (ASAS) will provide a holistic view of on-field operations that can enhance efficiency and help reduce the risk of ground incursions and improve airport surface safety.
The system uses three components to generate an accurate picture of airport operations, including aircraft tracking with ADS-B and radar feeds both for arriving aircraft and those on the ground; real-time tracking of motorized and non-motorized ground equipment; and an interactive map application with geofencing to allow operators to set location and speed restrictions for different assets with alerts for any violations.
Collins also recently introduced a “smart monitor” for its Venue cabin management system (CMS), allowing aircraft owners and operators to install the monitor as a standalone inflight entertainment (IFE) system or as part of a Venue CMS. Buyers can start with a smart monitor and build a CMS in a phased approach, according to Collins. The smart monitor allows integration of IFE products such as Airshow moving maps and Stage on-demand entertainment and it is upgradeable via software updates.
Honeywell
Honeywell remained at the bottom of the rankings among flight deck avionics makers this year and saw its score in that grouping fall two-tenths of a point from its 7.7 showing in 2023. However, it performed significantly better in cabin management systems, where it tied for first with an 8.2 score and in airborne connectivity, where it posted a relatively strong result of 8.4, which nevertheless placed it in a last place despite the 0.5 increase.
Among the three groupings, the company saw its biggest progress in support of cabin management systems with a 1.3-point improvement from its 2023 score. Within that grouping, it registered a mainly middling performance, scoring its highest tally in warranty fulfillment with an 8.7 and its lowest in parts availability with a 7.6.
The Improvements
Last year’s MRO laggard among flight deck avionics makers in AIN’s survey, Honeywell saw its score in that category fall still further this year by two-tenths of a point. However, the company sees a path to improving on those numbers with a new technical publications portal that tackles the deficiencies of a 15-year-old system.
Honeywell Aerospace vice president of technical support Malcolm Fleming explained that the old portal’s problems left it at a serious disadvantage compared with other big OEMs.
“That was really what was preventing us from moving into the current century,” explained Fleming. “We did go live with a new technical publications portal at the end of last year. It was a completely re-architected back end of the system into a modern format. We’ve already seen improved download speed. We’ve done continuous enhancements over the first six months of this year, and I think some of the key things we want is the availability of integrated electronic technical manuals by the end of this year.”
While several companies reported a measure of progress in addressing supply chain constraints, Fleming and Honeywell Aerospace vice president of customer and product support Todd Owens described the state of the supply chain as somewhat improved but still an impediment.
“The delivery performance of our avionics product lines is improving steadily,” reported Owens. “One of the things we’re still challenged with is just the unprecedented demand. As we’re recovering, our OE demand is very high, which puts additional strain on our constrained supply chain.”
Owens conceded that Honeywell had fallen short in terms of transparency with customers. To help address the shortcoming, it committed to communicating more effectively with what Owens called a distressed product line document that will appear in its updated portal.
“Then we’ll also share with our customers as we’re meeting with them, to let them know where we’re investing in our supply chain, let them know where we’re dual sourcing and, in some cases, triple sourcing…to improve our supply chain delivery performance,” said Owens. “So, we’ve actually shared a few drafts of those with some of our airline customers, and we’re going to share a couple of drafts with our business aviation customers to get some feedback to make sure that we’re not missing the mark.”
Addressing one important area where Honeywell believes it can tackle some of its volume challenges, Owens explained that the company has begun to move its business aviation support processes toward something akin to an airline model for large fractional operators such as NetJets. “We have to think of new spaces in business aviation that we really haven’t ventured in to before, so having rotable pools, exchange pools, hardware at repair stations for our fractional customers,” he said. “So that’s an exciting space for us that also points back to [the need] to continue to be diligent.”
Universal Avionics
Universal Avionics did not draw enough survey responses for inclusion in the final results.
The Improvements
As Universal Avionics (UA) continues to leverage the use of its remote tools technology, the company’s technical support team in Arizona recently loaded new InSight software in a Hawker 800XP for UA dealer Redimec in Buenos Aires. Similar tools, including Universal-deployed HoloLens virtual reality technology, have improved the team’s efficiency, saving travel time and overall cost for UA, its dealer, and the end customer.
This year UA began moving away from paper with digital downloads of all its technical publications. The company also began developing requirements for authoring in S1000D—a modern standard for producing and distributing technical publication—and for automating service information communications to customers.
Finally, in the field of training, UA continues to add innovative content to its online learning center, UA Academy. It has also developed a ClearVision simulator specifically for its new 737 program, which has received positive feedback from the FAA’s Aircraft Evaluation Division (AED) and the company’s integrator. Finally, the company has begun expanding the use of scenario-based learning in its training curriculum and software.
Lufthansa Technik (LHT)
After failing to draw enough responses for inclusion in AIN’s 2023 cabin management systems survey, Lufthansa Technik (LHT) rose to a tie for first place in this category. Recording an 8.2 overall rating in 2024, the company saw its network integrated cabin equipment (Nice) exceed an 8.0 rating in all but one category—namely, cost of parts, where it posted a score of 7.6. LHT‘s best score came in the warranty fulfillment category, where it finished with an 8.7 rating, again placing it in a tie with Honeywell for the top position in that category.
The Improvements
Lufthansa Technik’s Nice customer support team has kept busy over the past 12 months working on several improvements and initiatives, including the introduction of field unit testers that give customer service agents the ability to update aircraft component firmware at the customer site. The company expects the program to result in lower component removals, increased reliability, and reduced aircraft downtime for its customers.
Separately, the MRO provider expanded its repair network for Nice components by introducing them to Lufthansa Technik’s cabin electronics repair shop in Frankfurt, which almost exclusively handled components for commercial aircraft. The company expects the resulting increase in the company’s repair capacity to reduce the turnaround times for repairs, especially for time-critical components of the system.
Access to well-trained personnel represents another key aspect of its customer support services. Consequently, Lufthansa Technik also increased Nice training of maintenance personnel, air crew, and aircraft owners in the past year.
The company’s Original Equipment Innovation (OEI) unit expects to introduce the next generation of its Nice platform next year and has begun to install cabin systems on the latest additions to the Embraer Phenom 100EX.
With each evolution of the Nice platform, LHT plans to facilitate further upgrades to the capabilities of the in-flight entertainment and cabin management systems. “The core system doesn’t have to be changed, and you can deliver new benefits at the software application level,” explained Wassef Ayadi, the company’s senior director for customer relations with the OEM & Special Engineering Services unit.
Gulfstream Cabin Management
A year after finishing in a tie for first place among cabin management system suppliers last year, Gulfstream saw its two-tenths of a point decline this year place it last in the category for 2024. Its best showing came in technical representatives with an 8.9 rating, giving it a clear lead in that category among the four companies that drew enough survey responses for inclusion in the ratings. However, customers paid handsomely for parts, as Gulfstream scored well below its competitors with a 6.2 rating, placing it dead last in that category. Otherwise, its performance changed little from its first-place overall showing in 2023.
The Improvements
The certification of the G700 business jet has given Gulfstream’s CMS personnel the opportunity to work with the company’s cabin development team to provide in-cabin access to the technology on the all-new aircraft. The company’s CMS team has produced what Gulfstream calls the latest cabin innovations in the industry, including upgraded lighting system control, all-new circadian lighting sequences, and new ways to monitor flight information and cabin control.
Bluetooth audio receivers and transmitters have become the company’s top customer-requested CMS products, prompting Gulfstream to explore more opportunities for product enhancements. The new advancements provide passengers with a “robust experience” streaming onboard content to personal devices. Gulfstream also modernized its cabin charging ports and optimized HDMI input to support High-bandwidth digital content protection.
Connectivity remains an essential aircraft component, and further development of the technologies help operators leverage multiple network sources to deliver the best possible coverage, performance, redundancy, and service flexibility.
In fact, the company worked to incorporate SD Plane Simple Ka-band and Ku-band antenna advancements, and Gulfstream recently received an FAA supplemental type certificate for the Plane Simple Ka-band tail mount terminal for a Gulfstream G650. The advances offer users access to more speed, data, and service flexibility.
Gulfstream’s approach to developing consistent service to all Gulfstream operators led the company to develop its own CMS modernization efforts specifically designed for legacy aircraft. The enhancements allow passengers to control their personal seat preferences and amenities through a mobile device application, doing away with the need for multiple cabin switches. Technicians can now replace physical switches with graphics that support a modern appearance along with reduced cost and installation time.
Textron
Textron did not draw enough responses for inclusion in the final survey results. However, in 2023 it had scored an overall average of 8.1, placing it in a tie with Gulfstream for that year.
The Improvements
Textron Aviation supports Beechcraft, Cessna, and Hawker customers throughout their ownership journey by investing in avionics upgrades based on customer feedback. As the original equipment manufacturer of the aircraft, Textron Aviation says it can offer the OEM-certified upgrades that maintain system integrity as originally certified.
Textron Aviation has won repeat FAA Diamond Awards for all U.S.-based airframe and powerplant (A&P) mechanics, product support, and global field support teams. All 11 North American service centers and team members across six field support teams and five technical support teams domestically and internationally received awards.
The plaudits came as Textron Aviation added resources and team members in Europe and the Asia-Pacific region to increase parts and maintenance support for customers outside the U.S. For example, the company added a third member to its 1CALL team based in Spain to support customers with unscheduled maintenance needs and a technical support team based in Australia.
Satcom Direct
Satcom Direct posted a respectable second place showing in airborne connectivity this year, maintaining its rating from 2023 at 8.6. This year’s results showed technical reps accounted for the company’s highest score among all categories with a 9.0, while not scoring below an 8.0 in any line item except cost of parts, where it finished in second place with a 7.9.
The Improvements
Over the last 12 months, Satcom Direct has boosted its team of customer support professionals around the globe as it added new connectivity plans, including the rollout of the SD Plane Simple Ku-band tail mount antenna. While seeing increasing numbers of customers opting for customized connectivity services, Satcom Direct promotes its “follow the sun” provision of around-the-clock service, ensuring it rarely resides more than a 12-hour journey from its customers.
Satcom Direct took its Connecting with Customers (CwC) program on tour this year, holding three events on the U.S. West and East Coasts as well as one dedicated to its military-government customers, which have specific connectivity needs. The company held similar events in Basel, Singapore, and London.
The CwC meetings allow SD customers to gather information about the latest connectivity topics and share skills and insights through workshops, presentations, and networking.
Finally, Satcom Direct continues to develop its training courses to support connectivity, cybersecurity, and the inflight experience. As cyber events become more prevalent, SD continues to train in all aspects of cyber awareness. This year, it has added topics related to “smishing,” which uses fake texts to extract data, and “vishing,” which uses voice-generated AI to create fake voices that sound like familiar ones also to extract information. Meanwhile, SD continues to work on updates to the industry’s only AeroIT-certified program for aviation IT professionals, as an increasing number of customers return to ensure currency in the rapidly changing realm of connectivity.
Gogo Business Aviation
Finishing just one-tenth of a point below Satcom Direct with an average score of 8.5 in airborne connectivity, Gogo Business Aviation saw its composite increase by two-tenths of a point from 2023’s 8.3 rating. Highlights included a 9.1 in warranty fulfillment and a 9.0 in technical reps, but Gogo’s 7.5 in cost per hour programs tied it for last place among all participants in the category with Honeywell’s 7.5 flight deck score.
The Improvements
Gogo Business Aviation customers have completed more than 1,000 Avance air-to-ground system software updates since enabling its over-the-air (OTA) feature late last year. The upgrades replace the cumbersome process of using a USB device to update each connectivity system manually and cut upgrade time by 83 percent, according to Gogo.
The first of its kind for the inflight entertainment and connectivity industry, Gogo launched OTA last November. The approach gives new and existing Gogo Avance customers worldwide an easier, more convenient, more affordable method for updating system software, doing away with the need for mechanics to go on board to update the system.
“We designed OTA to be a sustainable benefit and value-add to our global customers,” said Todd Krawczyk, senior director of product strategy and marketing for Gogo. “The most popular OTA use we’ve seen is with our large fleet customers operating aircraft positioned around the world. Through OTA, Gogo helps relieve the logistics involved with updating software and makes access to our most up-to-date features easier than ever.”
As Gogo readies for the anticipated launch of its Gogo Galileo Low Earth Orbit (LEO) satellite products, OTA will also expand to support antenna software updates.
Launched in conjunction with Avance software update, version 4.4 and has become the fastest-adopted software update in Gogo’s 30-year history, according the company. Accessible through the Gogo DASH app-based toolkit, the OTA eliminates the need for additional downtime to perform the manual software updates. The system slashes upgrade time by 83 percent when used with a Gogo Cloudport, a device that allows for what amounts to a hotspot in customers’ hangars.