Writer

Charlotte Bailey

Twenty-four hours a day, seven days a week, Airbus’s recently opened customer care center serves as a “mission control” facility to support more than 1,000 clients worldwide, including airlines, lessors, and repair organizations. The facility, which has been optimized for team integration through open-plan spaces and shared-use areas, has as its focal point a multidisciplinary room on the ground floor, twice the size of its predecessor, where specialists respond to aircraft-on-ground (AOG) occurrences within five hours.
Each year, Airbus fields 100,000 service requests, of which around 90% are for routine support and classified as “non-urgent.” However, the remaining 10% of calls to the Airbus Technical Aircraft on Ground Centre (AIRTAC) team are often a vital lifeline to resolve an AOG issue not yet covered in published documentation. Of these, 55% are typically structural, 42% systems-related, and 3% classed as “abnormal.”
Although AIRTAC can solve around half of the problems on-site (supported by a sister center in China), Gilles de Cevins, Airbus’s head of in-service engineering, said the manufacturer is publishing more technical solutions to advance customer autonomy. Artificial intelligence has an increasing role to play in the search for accelerated resolutions, but he stressed that engineers will always decide on the action to take.
Cristina Aguilar Grieder, Airbus Services’ senior vice president, told reporters during a tour last week that she aims for the new facility become “one of the key reasons customers come back [to Airbus].” Alongside time-critical technical support, the center and its global network of partners provides services across the entire lifecycle of an aircraft, fulfilling the manufacturer’s support obligations while offering additional paid-for parts, training, and digital solutions.
With the 2,000 Airbus aircraft operating today set to surpass 18,000 in 2030, Airbus’s 8,600 customer care employees are set to get busier.

News and issues about aviation maintenance, repair and overhaul (MRO), covering all segments of the aviation industry; and modifications for aircraft and engines. Subjects include product support of aircraft, engines and avionics, MRO company mergers, acquisitions, announcements and personnel, Airworthiness Directives, Supplemental Type Certificate approvals and other topics.

Airbus Customer Care Center Gears Up to Support Growing Airliner Fleet 

Manufacturer has invested in new facility and more staff to improve aircraft-on-ground response

Airbus has invested in a new customer care center to support more than 1,000 clients worldwide, including airlines, lessors and maintenance providers.

New Customer Care Center is Airbus's Mission Control

2024 Corporate Aviation Leadership Summit

Matt Thurber

News and developments about aircraft engines, including turbofan, turboprop, turboshaft and piston.

News and issues relating to business, corporate and private aviation, primarily regarding turbine-engine-powered airplanes and helicopters. Subjects include aircraft, engines, maintenance, operations, personnel, acquisitions, accidents, safety, security, and training.

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Charles Alcock

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New developments at FBOs including regulations and noise issues; legal disputes; openings, acquisitions and mergers.

Paris Air Show 2025

More In Maintenance and Modifications

Duncan Aviation Begins PW500 Overhauls in Nebraska

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France-based group is approved to support Dassault Falcon business jets

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Work involved major disassembly of the airframe

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