Story ID: 
Exceptional Service Is the Differentiator
By: Martha Jercinovich
Caption: Rolls-Royce powered business jets take off every day all over the world, and the company has built an industry-leading support network to ensure those aircraft never miss a scheduled flight.
Word Count: 1090
In one sense, many of today’s business jets are pretty much the same. Sure, one type may get you there a little faster and another may have a bigger cabin, but they’ll all get you where you want to go.
So, why does an owner select one type over another? Well, one of the biggest differentiators today is the level of service that the aircraft’s engine maker provides. The engines are the most complex and expensive parts of any business jet.
With that in mind, it’s no surprise that so many private jet buyers choose aircraft powered by Rolls-Royce engines. The company has been ranked repeatedly the number-one engine support provider in the business aviation market.
“That ranking is important to use as it is a huge vote of confidence for us from the customers who have helped us grow to be in the fortunate position we are in,” states Andy Robinson, SVP Services – Business Aviation, Rolls-Royce. “There are over 4,000 business jets flying with our engines now, and with our new Pearl engine family being selected by Bombardier, Dassault, and Gulfstream, we look forward to growing this fleet even more.
“We are aiming for 100 percent of the business aircraft we power never to miss a scheduled trip due to maintenance,” he continues. “This means we have to provide not only extraordinary engines and technology but service that exceeds our customers’ expectations.”
Rolls to the Rescue
Just how far will Rolls-Royce Business Aviation go to support an AOG customer? How about a tiny island off the coast of Alaska? One time an aircraft’s owner had flown to Masset Island for some business. After landing, the crew received a maintenance message from one of the jet’s engines.
Onsite failure diagnosis showed that the engine had to be changed. That’s not an easy task in any situation, but it’s particularly challenging when the nearest, fully outfitted MRO site is hundreds of miles away.
So, Rolls-Royce’s Global Availability Center arranged to take the MRO to the customer. Its staff chartered a Lockheed C-130 and loaded it with the technicians, tools, spare engine, and specialized equipment, including a crane, required to make the change.
“The whole operation ran like clockwork,” Robinson says. “Our team focused on meeting the customer’s needs and giving the best service in the market. And our industry-leading CorporateCare service package covered the whole recovery operation and associated costs, so there was no charge to the customer.”
In one sense, many of today’s business jets are pretty much the same. Sure, one type may get you there a little faster and another may have a bigger cabin, but they’ll all get you where you want to go.
So, why does an owner select one type over another? Well, one of the biggest differentiators today is the level of service that the aircraft’s engine maker provides. The engines are the most complex and expensive parts of any business jet.
With that in mind, it’s no surprise that so many private jet buyers choose aircraft powered by Rolls-Royce engines. The company has been ranked repeatedly the number-one engine support provider in the business aviation market.
“That ranking is important to use as it is a huge vote of confidence for us from the customers who have helped us grow to be in the fortunate position we are in,” states Andy Robinson, SVP Services – Business Aviation, Rolls-Royce. “There are over 4,000 business jets flying with our engines now, and with our new Pearl engine family being selected by Bombardier, Dassault, and Gulfstream, we look forward to growing this fleet even more.
“We are aiming for 100 percent of the business aircraft we power never to miss a scheduled trip due to maintenance,” he continues. “This means we have to provide not only extraordinary engines and technology but service that exceeds our customers’ expectations.”
Rolls to the Rescue
Just how far will Rolls-Royce Business Aviation go to support an AOG customer? How about a tiny island off the coast of Alaska? One time an aircraft’s owner had flown to Masset Island for some business. After landing, the crew received a maintenance message from one of the jet’s engines.
Onsite failure diagnosis showed that the engine had to be changed. That’s not an easy task in any situation, but it’s particularly challenging when the nearest, fully outfitted MRO site is hundreds of miles away.
So, Rolls-Royce’s Global Availability Center arranged to take the MRO to the customer. Its staff chartered a Lockheed C-130 and loaded it with the technicians, tools, spare engine, and specialized equipment, including a crane, required to make the change.
“The whole operation ran like clockwork,” Robinson says. “Our team focused on meeting the customer’s needs and giving the best service in the market. And our industry-leading CorporateCare service package covered the whole recovery operation and associated costs, so there was no charge to the customer.”
Putting the “Care” in CorporateCare
Robinson explains that Rolls-Royce’s CorporateCare Enhanced program protects business aviation customers with regard to all engine-related scheduled and unscheduled events—everything from corrosion and erosion to parts and labor costs, service bulletin incorporation, unlimited troubleshooting, and remote site rescue.
“CorporateCare Enhanced was developed as a single, comprehensive solution that transfers all risk to us,” Robinson says. “We created it with the help of our Corporate Customer Council to offer a turnkey solution, where the program covers everything we provide—engine, nacelle, and accessories.
“Customers, influencers, brokers, and appraisers all value the simplicity of a protection program that translates into no costly surprises,” he continues. “They also recognize the financial benefits of the CorporateCare programs through increased residual asset value and liquidity, as well as faster resale of the aircraft.
“CorporateCare Enhanced coverage even extends to preowned aircraft,” Robinson adds. “These new owners can enroll or upgrade the coverage on their aircraft as well so they can enjoy the same peace of mind as their engines are now completely protected by CorporateCare Enhanced.”
The Solution	Global services organization built around the unique needs of private and business aircraft use	Network of over 75 authorized service centers with key maintenance providers worldwide	CorporateCare Enhanced covers all powerplant-related events, including unlimited corrosion and erosion