Samantha Cartaino

Textron Aviation launched its upgraded warranty claims processing website at its 2018 Customer Conference in Wichita, Kansas, this month. Designed to provide a simple experience for customers, the website’s upgrades include improved claims processing and post-purchase support.

 


Textron worked with a board of 14 members—among them directors of maintenance, owner-operators, international customers,&nbsp;and representatives from aircraft management companies and flight departments—to develop the site upgrade. “Working hand-in-hand with our customer advisory board over the span of several months, we worked to ensure we fully understood customer needs and priorities when interacting with the claims-processing site,” said Kriya Shortt, senior vice president of customer service. “And I’m thrilled with the result: a streamlined, intuitive site that equips customers with the tools to more efficiently and easily submit their claims."

 


The website features improvements on streamlining claims processing and post-purchase customer support. Textron removed charges on rotable parts for overhaul, which reduces unexpected charges for the customer. Additionally, customers who pay in advance and make core deposits with a credit card can automatically receive the deposit back on the credit card after the claim has been settled.

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.