Airbus's New Customer Care Center: A Game-Changer for Airlines
Airbus has launched a state-of-the-art Customer Care Center, operating 24/7, to support over 1,000 clients worldwide, including airlines, lessors, and repair organizations. This facility acts as a 'mission control', designed to enhance team collaboration through open-plan spaces and shared areas. At its heart is a multidisciplinary room, double the size of its predecessor, where experts tackle aircraft-on-ground (AOG) issues within five hours.
Handling 100,000 Service Requests Annually
Each year, Airbus addresses 100,000 service requests, with 90% being routine and non-urgent. The remaining 10%, handled by the Airbus Technical Aircraft on Ground Centre (AIRTAC), are critical, often involving issues not covered in existing manuals. These urgent cases break down as 55% structural, 42% systems-related, and 3% abnormal.
Leveraging Technology for Faster Solutions
While AIRTAC resolves about half of the problems on-site, supported by a sister center in China, Airbus is also publishing more technical solutions to empower customers. Artificial intelligence (AI) is increasingly used to speed up resolutions, but engineers remain the final decision-makers.
A Commitment to Comprehensive Support
Cristina Aguilar Grieder, Airbus Services’ Senior Vice President, emphasized the center's role in ensuring customer loyalty. Beyond urgent technical support, the center and its global network offer lifecycle services, fulfilling support obligations while providing paid-for parts, training, and digital solutions.
With the Airbus fleet expected to grow from 2,000 to over 18,000 aircraft by 2030, the 8,600 customer care employees are preparing for a significant increase in demand.
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