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Airbus's New Support Strategy Values Customer Service

Airbus is building a new support strategy where customers pay for a significant portion of purchased services with data collected during operations. In a press briefing last December at the aircraft manufacturer's headquarters in Toulouse, France, executives from Airbus's customer services team explained that rather than becoming a standalone business unit, integrated customer support can help make Airbus airplanes more attractive. In addition, they outlined plans to create a network of MRO (maintenance, repair, and overhaul) providers, and gave an extensive description of Airbus "e-solutions" for maintenance.

Patrick Gavin, executive vice-president for customer services, sees the emergence of low-cost carriers as one of the structural changes in the air transport industry that are influencing his business. "Low-cost carriers, with their single-type operations, push for standardization," Gavin explained. This implies that......

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Approximate Word Count: 608
Approximate Pages: 3 (250 words per double-spaced page)

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