AIN Product Support Survey 2026 - Aircraft

In years past, the top business jet OEM in AIN’s annual product support survey tended to lead its nearest competitor by just a few hundredths of a point, but Bombardier decisively took the top spot this year with a nearly one-third-point lead, averaging an overall 8.37 score. The Montreal-headquartered business jet manufacturer also dominated in six of the 10 categories rated by AIN readers in the survey—cost-per-hour programs, parts availability, cost of parts, AOG response, warranty fulfillment, and technical reps—and placed second in all but one (authorized service centers) of the others.

Dassault, whose Falcon line improved on its score year over year, ended up in second place among business jet manufacturers in this year’s survey, leapfrogging rivals Gulfstream and Embraer with an overall score of 8.08. Savannah-based Gulfstream, which tallied an average score of 8.05 in this year’s survey, led in the overall aircraft reliability category with a 9.01, and its factory-­owned service centers topped that category as well (8.18).

Textron Aviation moved up to the fourth spot among the top five business jet makers this year, advancing past Embraer.

With a limited sample size of responses, Pilatus earned high marks for aircraft reliability and parts availability, the latter a source of contention for most OEMs.

In the rotorcraft segment, only Leonardo tallied enough responses to meet the AIN threshold in this year’s survey. Similar to Pilatus, however, both Airbus Helicopters and Bell barely missed that threshold, and AIN this year opted to highlight those scores with a note of lower sample size.

As for the overall issues faced by the airframers, supply-chain choke points are still being felt—repercussions from the global pandemic a half-decade ago. Jean Kayanakis, Dassault’s senior v-p of worldwide Falcon customer service and service center network, noted that there are still a few vendor challenges. “For example, for spare engines and for landing gear overhaul times,” he told AIN.

As a result, aircraft manufacturers are taking steps to insulate themselves from any further disruptions. “Gulfstream brought a great deal of third-party supplier work in-house years ago, including wing and empennage production, to take control of key elements within our supply chain and further ensure oversight of safety and quality measures,” said Lor Izzard, the Savannah-based company’s senior v-p of customer support.

Vittorio Della Bella, his counterpart at Leonardo, added, “Supply-chain pressures across the helicopter industry remain real and multi-layered,” requiring manufacturers to predict their needs for long-lead parts well in advance.

Bombardier

Bombardier’s significant investment in service centers, parts inventory, and predictive maintenance over the past five years is paying dividends for its product support standing. Repeating as the overall highest-­rated business jet manufacturer in this year’s survey, the Canadian OEM was also the most-improved in the segment, boosting its overall score by 0.23 from last year to 8.37.

The company’s efforts were further highlighed as it led multiple categories and showed signficant jumps in areas such as technical reps (from 8.82 in 2025 to 9.21) and AOG response (from 8.41 to 8.68).

The company’s aftermarket services grew by nearly 133% from 2020 to 2025, with corresponding division revenues rising from $998 million to $2.305 billion, smashing Bombardier’s goal of reaching $2 billion annually in services revenue by the end of 2025.

“This growth has been supported by the continued expansion of our service and support network around the globe, designed to deliver greater convenience for our customers,” Bombardier v-p of customer support Anthony Cox told AIN. “Since 2022, our footprint has grown by more than 1 million sq ft. We have added new service centers in Berlin (2021) and Miami and Melbourne (2022), along with expanded facilities in London Biggin Hill and Singapore (2022).

“In parallel, we’ve opened 12 new line stations since 2017 and pursued strategic acquisitions, such as Velocity Maintenance Solutions in 2026.”

Over the past year, Bombardier also announced additional investments, including a new service center in Fort Wayne, Indiana, further expansions at its Singapore service center, a new paint shop at Biggin Hill, and a future facility in Abu Dhabi. The company also expanded its Smart Link Plus predictive maintenance program to include an engine vibration and health monitoring unit for Rolls-Royce Pearl 15 turbofans on Global 5500s and 6500s.

According to Cox, Bombardier maintains $1.2 billion in parts inventory across its service network, moving 70,000 parts monthly to customers around the world. “This proactive approach to parts availability optimizes workflow efficiency and reduces lead times,” he said. “While isolated constraints remain in areas where supplier capacity has not fully kept pace with rising demand, we continue to manage these proactively—working with suppliers and prioritizing critical components to mitigate any impact to customers. Regional parts hubs around the world ensure we are close to our customers wherever they operate. As a result, our off-the-shelf parts availability has reached a record high this year.”

Cox said Bombardier continues to invest in targeted innovations that will help simplify the service experience, increase responsiveness, and enable more proactive, data-driven operations. These innovations include more intuitive technical publications, Smart Link Plus, digital dispatch for mobile maintenance resources, deploying AI at its customer response center, and the MyBombardier digital platform.

Dassault

A slight 0.13 uptick in ratings from Falcon operators in this year’s AIN Product Support Survey delivered a welcome boost to Dassault Aviation’s product support team.

The factors driving the French airframer’s improved recognition include strong scores for its authorized service center network (8.62), AOG response (8.32), technical manuals (8.59), and technical representatives (8.82). However, as with other OEMs,  survey numbers suggest there is room for improvement around the cost of parts (6.37) and parts availability (7.23).

While acknowledging ongoing challenges with some vendors in areas such as spare engines and landing gear overhauls, Dassault’s Kayanakis told AIN that progress has been made. “Tier one suppliers in particular are making great strides to improve turn times and availability,” he explained. “This is not always immediately apparent because ramping up involves long lead times, going all the way back to acquiring sufficient stocks of titanium and other materials, for example. But we are truly seeing progress and expect this picture to improve over the next year.”

Dassault is pleased with its recent record in the recruitment and retention of skilled personnel, who generally have been in short supply across the maintenance, repair, and overhaul sector. When the company was preparing to open its new service center in Melbourne, Florida, Kayanakis was very pleased with the caliber of applicants for technical jobs, with a group that included many military veterans with strong aircraft support backgrounds.

“The way we bring people aboard and the supportive work environment has led to high employee retention,” Kayanakis said, “which means more experienced hands servicing customer aircraft.”

Dassault has also invested in technology to better serve the needs of operators, as evidenced by the recent introduction of the FalconAssist app. This connects teams from engineering, the Falcon Command Center, and service facilities directly with customers to make problem-solving easier through functions such as sharing video and data.

Gulfstream

Gulfstream continues to invest in new and existing service facilities as it works closely with its more than 3,500 in-service aircraft customers to gain deeper insight into their product experience. In terms of overall aircraft reliability, it earned a score of 9.01 this year, the only one among the top five business jet makers to score over nine in that category.

The company’s support network, with more than 5,000 team members globally, now lists more than 80 locations including 11 company service centers (8.18, the highest score among business jet manufacturers this year); six factory authorized service centers at sister company Jet Aviation locations (8.23); 27 authorized warranty facilities; 24 field and airborne support team (FAST) locations; and 12 spare parts distribution locations, with more than $2 billion in inventory in its global network. While the OEM received a score of 7.54 in parts availability—second highest among the top business jet manufacturers—AIN’s readers gave it the lowest score for cost (5.96).

The Georgia-based airframer noted a milestone last year when it opened its $21 million Texas Repair and Overhaul Center in the Dallas-Fort Worth area, its second such facility. The new center, which encompasses 100,000 sq ft, houses more than $5 million of dedicated parts and inventory for repairs. Activities at the center include wheels, brakes, batteries, hydraulics, structures, and composites. Plans call for adding avionics, landing gear, and other components to the menu. “By increasing control over critical repairs, we can reduce downtime, improve service efficiency, and deliver a better experience for our customers,” said Gulfstream’s Izzard. “As the fleet grows, our service network continues to evolve to provide high-quality support worldwide.”

Gulfstream’s technical representatives tallied an 8.79, its second-highest score in this year’s survey. At its Mesa, Arizona service center, the manufacturer recently opened a new technical training center featuring more than 10,000 sq ft of classroom and lab space. This marks its second training center, following the debut of its first in 2015 at its Savannah headquarters.

Last year, Gulfstream’s customer support team logged more than half a million training hours, in the process setting a new company record. Supported by an investment of more than $20 million in dedicated training tools, the curriculum included a significant focus on on-the-job training, according to Izzard, reinforcing the airframer’s commitment to safety, quality, and technical excellence.

Outside of North America, Gulfstream recently established a dedicated customer support office and team in Singapore. Located at sister company Jet Aviation’s facility at Seletar Airport, it provides Gulfstream operators in the region with direct access to company personnel, expertise, and resources.

“We believe supporting a great product is just as important as building one,” Izzard told AIN, “positioning our service network as an essential component to our company’s long-term growth and success.”

Textron Aviation

With an overall average score of 7.84 in this year’s survey, Textron Aviation improved on its business jet results from last year by 0.14. The manufacturer, whose portfolio includes the Cessna Citation and Hawker lines (Textron’s support of the Beechcraft King Air family is addressed in the turboprop section), received an 8.66 overall product reliability rating.

The company’s service business has grown steadily over the past decade, according to Brian Adams, v-p of innovation and business operations. “What guides us through that growth is customer feedback—it’s what tells us where and how to invest so we can better support our customers and keep their aircraft flying.”

Technology is a key area of investment for the company, which equips its Citation business jets with flight data monitoring. With its proprietary data reporting, Textron’s operators can now choose to transfer their flight data through GE Aerospace, ForeFlight, or Acron Aviation, giving them more insight into how their aircraft are performing.

The OEM operates 20 company-owned service centers worldwide, which handle the most complex maintenance and modifications. They tallied a score of 7.30 in this year’s survey, while its more than 55 mobile service units earned a 7.39 in the AOG response category, the latter representing a slight uptick from 2025. The more than 300 authorized service centers in its global network fared better, receiving an 8.48 score from the respondents.

“Customer support is one of the biggest drivers of long-term relationships—and, ultimately, future sales—for Textron Aviation,” said Adams. “When we take great care of an airplane, we’re also earning the right to sell the next one.”

In May, Textron opened a new service facility at Essendon Fields Airport (YMEN) in Melbourne, Australia, more than doubling its previous footprint in the city. According to the Wichita-based OEM, the 35,000-sq-ft complex will support more than 1,400 Cessna, Beechcraft, and Hawker aircraft operating across the Asia-Pacific region. Features include expanded service space, an onsite parts stockroom, and a customer lounge. It followed a relocation of its Perth location to a larger facility at Jandakot Airport, which provided increased space for servicing aircraft and improved scheduling.

Textron increased its parts availability score from last year (6.89), earning a 7.21 in the latest survey. The manufacturer announced plans to expand its European parts distribution center by 50% to further improve its fulfillment performance.

Adams noted that these moves “are aligned with the continued growth we’re seeing in the aftermarket globally, and reflect a long-term commitment to supporting our customers across the full life cycle of their aircraft.”

Embraer Executive Jets

Over the past eight years, Embraer’s business jet services and support division has seen its revenues nearly double from $980 million to $1.926 billion as a result of its fleet expansion, higher utilization, and continued investment in aftermarket capabilities. The division’s backlog has grown even more rapidly in that same span, rising from nearly $2 billion to just under $5 billion.

“This performance reflects strong demand across maintenance, retrofit, connectivity, and support services, reinforcing services and support as a key pillar of Embraer’s long-term strategy,” said Simone Gobo Barcellos, Embraer Executive Jets v-p of worldwide customer support and aftermarket sales, adding that as operators increasingly prioritize efficiency, reliability, and life--cycle value, those services play a critical role. “Beyond supporting operations, it drives customer retention, recurring revenue, and long-term customer preference.”

The airframer recently doubled its executive jets MRO capacity in the U.S. with new maintenance lines in Dallas and Cleveland, as well as in Sanford, Florida. The company has nine owned service centers worldwide dedicated to its executive jets, which tallied a score of 8.00 in this year’s survey.

Embraer’s authorized service centers (ASCs), however, earned the highest score in the category this year (8.81), and it recently expanded that network in South America and Canada. Late last year, it named Aerocardal as an ASC in Chile. Based at Arturo Merino Benítez International Airport in Santiago, Aerocardal provides line maintenance services for the Embraer Phenom 300, including unscheduled maintenance, AOG support, and drop-ins for customers operating in the country.

To further support its customers in Canada, the OEM recently added Execaire Aviation to its ASC network in the Great White North. It provides line maintenance at its facility at Toronto Pearson International Airport (CYYZ) for Phenom 100s and 300s, as well as the mid- and super-midsize Legacy 450/Praetor 500 and Legacy 500/Praetor 600.

Parts availability is still an issue for the company, according to AIN’s readers, who gave it the lowest score in the category (6.29). This helped push down its overall rating this year to 7.75. “We are recovering from supply--chain issues, despite the problems the industry still faces,” Barcellos told AIN. “Embraer is also working on several initiatives to increase collaboration within the supply chain network to improve efficiency and add more value to our customers.”

Long-lead-time parts such as forgings are considered a potential choke point in the aviation manufacturing supply chain, and in an effort to address this, Embraer recently signed a new supplier agreement with India’s Bharat Forge. In addition to supporting the airframer’s global supply chain with high-quality forged products, the move reinforces its strategy to expand and diversify its supplier base.

The airframer’s efforts to digitize customer platforms and support tools were recognized by this year’s survey respondents, who gave it the highest score among jet manufacturers (8.86) in the technical manuals category.

Honda Aircraft

Honda Aircraft had insufficient responses to post a valid sample of scores.

“Over the past year, we’ve really focused on making the ownership experience as seamless as possible—whether that’s expanding where customers can get service, improving how quickly we can deliver parts, or using data to stay ahead of maintenance needs,” said Amod Kelkar, senior v-p, chief commercial officer, and business unit leader for Honda Aircraft. “Aircraft uptime has always been one of the main key performance indicators for our aftermarket teams.”

Since its entry into service, the HondaJet fleet has certainly amassed uptime, surpassing 300,000 flight hours, and the company has continued to grow its global service footprint to reduce downtime and improve access for customers worldwide.

It now offers a network of 21 HondaJet authorized service centers throughout North and South America, Europe, Southeast Asia, China, and Japan, the latest being the appointment of Straight Flight as an ASC for its aircraft based in the Rocky Mountain region earlier this year. Located at Denver Centennial Airport (KAPA), Straight Flight has more than 30 years of aircraft maintenance experience, operating from facilities that span 55,000 sq ft of hangar space and 20,000 sq ft of back shop and support areas. The MRO has a staff of 50 to maintain a high volume of aircraft work.

“A large portion of MRO work is performed at our Greensboro, North Carolina service center, and we are actively increasing capacity due to service demand from our customers,” Kelkar told AIN. “We also rely heavily on our robust global network of authorized service partners to share in full-service maintenance, upgrade capabilities, and AOG response for our customer base with strong demand throughout the network.”

He added that the airframer has made significant investments in parts inventory and logistics processes to improve availability and speed of delivery.

According to Kelkar, Honda is investing in technologies to enhance customer support, including data analytics and predictive maintenance tools to anticipate service needs and improve aircraft availability and reliability, as well as advanced diagnostic capabilities to improve troubleshooting efficiency. “We’ve advanced the use of digital tools and data-driven maintenance insights, dedicated to enabling reliability improvements and a smoother ownership experience,” he explained. “We are investing in the latest digitization strategies for our technical publications as well as FRACAS [Failure Reporting, Analysis, and Corrective Action System] teams.”

Textron Aviation

Textron Aviation’s turboprops (the Beechcraft King Air family specifically) earned their highest score (8.28) in the aircraft reliability category in this year’s survey, although that score was down by more than half a point from last year, according to AIN’s readers. The support rating for the King Air brand declined overall (7.02) by more than eight-tenths of a point year over year, with respondents highlighting the cost of parts (5.87) as an issue.

For King Air maintenance support, the company’s authorized service centers were rated at 8.06 this year, higher than the 7.31 score given to the company’s factory-owned service centers. The airframer also lagged in AOG support and warranty fulfillment, both the lowest among the OEMs in this year’s survey.

“To enhance our customer service capabilities, we partnered with Microsoft to develop Textron Aviation Maintenance Intelligence (TAMI), a generative AI assistant,” said Textron Aviation’s Adams, adding that the system is used by 1,600 technicians across 20 global service centers, helping speed up maintenance, reduce downtime, and get customers back in the air sooner.

“TAMI gives our technicians fast access to exactly the information they need, pulling from more than 60,000 pages of maintenance documentation and records so they can spend less time searching and more time working on the aircraft.”

Pilatus

Pilatus is known for its popular turboprop single PC-12 as well as a growing fleet of rugged PC-24 light jets. In this year’s AIN Product Support Survey, however, the Swiss airframer received a limited number of responses, which contributed to a low sample size in several categories. For the PC-12, the Swiss OEM earned an overall score of 8.71, including a 9.42 for overall aircraft reliability, according to AIN readership’s limited ratings.

As its fleet grows, so does the service center network that serves as the backbone of Pilatus’ customer service organization. That growth has taken several forms, including facility additions, increased service capacity within existing locations, and the addition of new satellite service centers in key markets. For its company-owned service facilities, AIN’s readers rated it an 8.92. “We’ve been working to integrate our service centers that recently became part of the Pilatus organization into the Pilatus company image, and continue to utilize their expertise to develop centers of excellence in our network,” said Colin Marrer, the company’s v-p of customer support.

In January, Pilatus broke ground on a $50 million, 70,000-sq-ft sales and service facility at Sarasota Bradenton International Airport (KSRQ), with opening set for fourth--quarter 2027. The manufacturer expects that the facility will support the growing concentration of Pilatus owners and operators throughout Florida and the Southeast.

Three months later, construction began on a new customer delivery center at Rocky Mountain Metropolitan Airport (KBJC) in Broomfield, Colorado. The building will enable customers from all over the U.S.—the Swiss airframer’s top market—to configure and personalize their aircraft.

The company’s authorized service network performs well, according to AIN readership. “We work closely with our service center partners to continuously evaluate where aircraft are operating and where additional support resources may be needed,” Marrer said, adding that Pilatus’ fleet has nearly doubled in size over the past decade. “As the fleet expanded, our service center network has grown alongside it to ensure customers continue to receive the level of support they expect.”

One area of specific strength for the company is in the warranty fulfillment category, earning a 9.75. To further enhance the ownership experience, Pilatus has continued to grow the team at its Stans headquarters dedicated to connected aircraft technologies. “As we collect more real-time aircraft health data, we’re able to expand our aircraft health monitoring capabilities, identify potential issues earlier, and help operators maximize aircraft availability and reliability,” Marrer told AIN.

Daher

Daher had insufficient responses to post a valid sample of scores.

While Daher received enough responses last year to make its AIN Product Support Survey debut and performed extremely well, the airframer did not carry enough reviews in this year’s edition for its scores to be reported in the survey results.

The France-based company has continued to focus on the enhancement of the Daher Care Network’s resources, including the incorporation of Kodiak maintenance, repair, and overhaul into its well-established TBM network, according to Raphaël Maitre, the airframer’s v-p of customer support. Daher acquired the rugged utility turboprop single Kodiak line in 2019. Over the past year, it expanded the network’s footprint with the addition of North Carolina-based Victory Lane Aviation, Synergy Flight Center (in Bloomington, Illinois), and Silver Sky Aviation in Wasilla, Alaska. The company lists four factory-owned service centers split between France and the U.S., part of a total of 69 authorized service centers worldwide.

Last month, the OEM inaugurated its new spare parts, maintenance, equipment overhaul, and logistics center in western France, expanding its support capabilities for a broad range of aircraft—from helicopters and training airplanes to legacy general aviation types built by its predecessor companies. Occupying a purpose-built 64,583-sq-m building at Jonzac-Neulles Airport (LFCJ) in France’s Charente-Maritime Department, the new facility replaces Daher’s previous Merpins location, 15 miles away.

Having originally launched its Me & My TBM cloud-based application in 2018, the platform is now in its eighth iteration. Used by more than 400 operators, with an average of 120 flights recorded every day, Daher has continually increased its capabilities to include real-time remote monitoring of aircraft data such as fuel levels, oxygen, outside air temperature, battery status, and location, and provide database updates via PlaneSync and the GDL 60 datalink. That is in addition to full access to TBM technical publications covering checklists, maintenance manuals, service bulletins, and more. It also features an enhanced embedded PDF viewer to improve the usability of large technical documents. Earlier this year, the airframer rolled out a sister platform for Kodiak operators.

Mitsubishi

Though the last Mitsubishi MU-2 rolled off the assembly line four decades ago, the turboprop twin is still going strong with a devout following, and more than 220 are still flying out of the approximately 700 built.

“Mitsubishi Heavy Industries America (MHIA) continues to support the remaining fleet of MU-2 airplanes and enthusiastic owners through offering replacement parts, safety enhancement systems, flight training support, and updated maintenance information,” said Yoshiaki Asako, the company’s director of engineering and technical support. “MHIA proudly provides this support as a testimonial to its commitment to all products it has developed.”

That support earned Mitsubishi the highest overall average score (8.81) among airframers in this year’s AIN Product Support Survey, and it also received the top score for overall aircraft reliability (9.39).

Remarkably—for an aircraft manufacturer that ceased production of new units back in 1986—the availability of parts is not an issue, according to the survey results, which gave the company the highest score in the category among OEMs (8.67) this year.

Over the past decade, Intercontinental Jet Service Corp. (IJSC), an MHIA-owned factory service center located in Tulsa, Oklahoma, has grown significantly and nearly doubled its staff. AIN’s readers gave the facility a 9.39 score this year, making it the only OEM to achieve a nine or higher in the category.

In 2026, IJSC is celebrating its 20th anniversary under MHIA ownership, and it promises to provide continued service to MU-2 owners and operators. “IJSC is currently engaged in expansion efforts at Tulsa International Airport and expects to triple the hangar space for new product lines and FBO services,” said IJSC president Mark James.

Jet Air Group in Green Bay, Wisconsin, and Carolina Turbine Support in Aiken, South Carolina, are two other prominent authorized service providers (which contributed to the OEM’s 8.63 in that category in this year’s survey).

Last year, after a seven-year hiatus, MHIA revived its Pilot’s Review of Proficiency (PROP), a flight safety seminar for MU-2 pilots. The well-attended event covered operational tips, flight training requirements, best practices, and knowledge-based learning opportunities, and it highlighted some of the onboard safety enhancement systems specific to MU-2. MHIA is currently planning for PROP 2027 to be hosted in Dallas.

Leonardo

Italy’s Leonardo Helicopters has seen its fleet flight hours grow sharply over the past few years, according to Leonardo’s Della Bella, adding that that is a clear sign of recovery and renewed mission demand. “As fleets remain in service for longer and operational requirements become more demanding, integrated support, maintenance, training, and logistics services are increasingly important differentiators in the market,” he explained. “This makes the service business a significant contributor to recurring revenues and an important driver of future growth for the company.”

In this year’s AIN Product Support Survey, Leonardo received an overall product support score of 7.90, bolstered by the score of 9.36 given to its technical representatives by AIN’s readers. In terms of product reliability, its product lineup earned an 8.85.

Leonardo has more than 30 authorized service centers and repair center partners in the Americas, a 30% increase from recent years. They received a score of 8.23 this year.

The rotorcraft maker’s factory-owned service centers scored even higher (8.31). “While we prioritize partnership, certain capabilities are best managed directly by the OEM,” Della Bella noted, adding that its U.S. flagship base of operations in Philadelphia has maintained Leonardo/AgustaWestland products for more than 45 years and is an MRO center of excellence on all AW models.

Leonardo’s newest OEM maintenance facility opened last year at Whiting Aviation Park in Northwest Florida, with a new main gearbox test stand set to be fully in service by July 2026. The facility also includes jigs and fixtures for structural repairs, a paint booth, and parts warehousing.

Parts availability proved a sticking point for the survey respondents, who gave the manufacturer a 6.48 for the category. “We are still experiencing challenges in fully recovering from some specific logistics--critical items,” Della Bella told AIN, adding that geopolitical disruptions have an impact on raw material flows. “There are extended lead times for titanium and composite components.”

To resolve this, the company has become more proactive. “Across the Americas, we are increasing U.S.-stocked inventory, placing orders 18 months ahead to give supply-chain partners forward visibility, expanding domestic MRO capabilities, and qualifying alternate suppliers for critical components.” Della Bella noted that over the past year, many previously critical part numbers have been resolved.

In addition, he explained, regulations have also caused some bottlenecks. “The updated Section 232 trade compliance requirements introduced in March 2025 have added a new layer of complexity to parts moving through U.S. ports of entry, but our teams have adapted quickly to navigate them.”

Bell

In this year’s AIN Product Support Survey, Bell received a limited number of responses, which contributed to a lower sample size in several categories. The Textron Inc. rotorcraft manufacturer, which now has more than 10,000 helicopters in operation worldwide, earned an 8.21 overall average product support score this year.

Earlier this year, Bell CEO and president Danny Maldonado noted that it ramped up its aftermarket support and its investment in its people, facilities, and products. The airframer’s global customer solutions teams provided support services to nearly 9,500 customer support requests in the last year. “By investing in a maintenance network, predictive analytics, and customer‑focused solutions, we help ensure every Bell aircraft stays mission‑ready and efficient,” said Lane Evans, Bell’s managing director.

He noted that while bottlenecks still exist in the supply chain, the company remains steadfast in its commitments to its customers and continues to evaluate and mitigate risks to production. “We have taken steps to encourage more performance accountability from our suppliers and to build a more resilient supply chain by pursuing alternate or multiple sources,” Evans explained to AIN. “We continue to utilize a wide range of tools to proactively mitigate risk to minimize downstream impact to our customers. We have a focused team and effort to minimize impacts across production, but it will take some time to get where we want to be.”

Customer solutions are at the forefront of Bell, and its Bell Training Academy (BTA) in Fort Worth, Texas, offers opportunities to learn directly from Bell’s instructor staff. The BTA uses flight simulators, interactive academics, and hands-on maintenance training to elevate the OEM’s customer training experience. In November, the FAA granted interim Level C qualification for the Bell 525 flight simulation training device (FSTD) at the BTA. Designed and manufactured by Tampa, Florida-based sister company TRU Simulation + Training, it is equipped with high-fidelity visual systems, realistic cockpit environments, and advanced motion platforms, which collectively create a training experience that mirrors actual flight conditions. The simulator enables pilots to virtually fly the super-medium twin helicopter prior to its certification. Earlier this year, the first customer pilots were able to log time in the new helicopter after completing a four-day familiarization course at BTA. This included eight hours in the Level C 525 FSTD and three days of instructional courses.

Airbus Helicopters

In this year’s AIN Product Support Survey, Airbus Helicopters received a limited number of responses, which contributed to a low sample size in several categories. The OEM’s overall average score  came in at 7.15, as indicated by AIN’s readership.

“Ultimately, our main objective is to become the absolute best in the industry for customer support,” said Romain Trapp, executive v-p of customer support and services, adding that the company’s product support strategy is built on three clear pillars: being a reliable supplier, a strategic partner, and deeply customer-centric.

“While we know we aren’t there yet, our recent progress is encouraging, and we are striving to keep pushing in this direction.”

He noted that Airbus’ service revenue has expanded by 50% over just the past five years, with a steady trajectory that has continued over the past year.

In the parts availability category, the airframer has increased its focus on its priority item list, which includes the 450 most critical parts needed by its operators. “We’ve drastically reduced our parts backorder backlog,” Trapp told AIN. “I’m proud to say we have reduced our backlog by more than 50% over the last two years. It’s a good trend that means parts are getting to our customers much faster.”

With operators increasingly desiring predictability, Trapp pointed to a major rise in customers signing up for the OEM’s By-The-Hour support contracts. “To give you an idea of the scale, 53.4% of all flight hours clocked by our twin-engine fleet worldwide are now covered under these comprehensive hourly support agreements,” he stated, adding that Airbus has achieved significant time between overhaul extensions for its main gearboxes on both the H145 and H160. “This directly lowers direct maintenance costs and keeps aircraft in the air longer.”

He noted that the H160, which entered service in 2021, has seen a very smooth start, maintaining an availability rate of around 90% and successfully passing its first 900-flight-hour inspections right by the book.

In terms of new technologies, the airframer is leveraging AI through the use of its FlyScan predictive service. “By applying AI algorithms to the data pulled from an aircraft’s health and usage monitoring systems, FlyScan catches tiny, weak signals of wear or component stress before they ever cause an issue,” explained Trapp. “Our customers can use this AI-driven insight to schedule corrective maintenance proactively—preventing unscheduled delays and keeping fleets flying safely.”