2019 CORPORATE PRODUCT SUPPORT SURVEY Jets: 1 Dassault, 2 , 3 Gulfstream, 4 , 5 Bombardier. Turboprops: 1 Pilatus, 2 Daher TBM, 3 Textron.

Pro Pilot staff report the crown for the first time ever. It suc- this year down from 8.55 in 2018. Em- Data compiled by Conklin & de Decker ceeded with an overall score of 8.26 braer ranked 1st in cost of parts, tech this year up from 8.13 in 2018. It takes manuals and tech reps. Embraer’s Tech- ftersale product support is a 1st place in spares availability and ser- Care Center team are ready to assist op- vital activity among aircraft vice satisfaction and 2nd in company erators 24/7/365. Aowners and operators. Once response time, cost of parts, speed in aircraft have been selected and ac- AOG service, tech manuals and tech Gulfstream takes 3rd spot this year quired by flight departments and own- reps. Dassault’s biggest increase was after being 2nd in 2018 and 1st in ers based on their missions it is up in tech manuals with 8.42 in 2019 2017. Its overall score is 8.14 down the OEMs to keep satisfied users. It’s up from 8.18 in 2018, a difference from 8.36 in 2018. Big G is 1st in com- essential that operators receive the as- of 0.24. DJF and its FalconResponse pany response time and speed in AOG sistance needed to continue flying and program, together with Falcon Spares, service categories and 2nd in spares accomplish their missions. And the Go Teams and Airborne Support, has availability and service satisfaction. only way OEMs do that is by providing been able to fulfill its operators’ needs Gulfstream FAST (Field and Airborne the appropriate service immediately satisfactorily. Support Teams) program ensures im- and correctly. mediate AOG response. FAST person- OEMs work hard to keep those air- Embraer slips to 2nd in 2019 after nel count on 2 Gulfstream G150s and craft in the air knowing that customer placing 1st in 2018 and 2016. It didn’t 20+ vehicles specially equipped to fix loyalty may lead to future sales. Man- rank in 2017. Its overall score is 8.16 operators’ issues. ufacturers continue to develop new technology and therefore new models to match the operator’s demands. 2019/2018 OEM comparison support scores for corporate jets and turboprops Pro Pilot continues to encourage Company Spares Cost Speed in Tech Tech Service Overall Manufacturers Responses Manufacturers these efforts and for the 29th year has response time availability of parts AOG service manuals reps satisfaction scores asked operators and owners to share inputs and scores based on the ser- Jets 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif Jets 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif vice received from manufacturers. We Dassault 117 8.66 8.51 0.15 8.30 8.21 0.09 6.53 6.40 0.13 Dassault 8.48 8.29 0.19 8.42 8.18 0.24 8.89 8.90 -0.01 8.58 8.40 0.18 8.26 8.13 0.13 believe that our PP Corporate Aircraft Product Support Survey based as it is Embraer 104 8.48 8.80 -0.32 7.64 8.24 -0.60 7.03 7.50 -0.47 Embraer 8.24 8.41 -0.17 8.57 9.07 -0.50 8.92 9.09 -0.17 8.23 8.74 -0.51 8.16 8.55 -0.39 on reader participation, helps to im- Gulfstream 154 8.69 8.86 -0.17 8.22 8.28 -0.06 6.08 6.43 -0.35 Gulfstream 8.52 8.71 -0.19 8.36 8.69 -0.33 8.68 8.96 -0.28 8.47 8.58 -0.11 8.14 8.36 -0.22 prove product support from OEMs and Textron 314 8.18 8.12 0.06 7.76 7.73 0.03 6.14 6.19 -0.05 Textron 7.93 7.86 0.07 8.26 8.10 0.16 8.33 8.35 -0.02 8.01 7.96 0.05 7.80 7.76 0.04 keep aircraft safe in the air. Bombardier 202 7.89 8.00 -0.11 7.17 7.40 -0.23 6.06 6.35 -0.29 Bombardier 7.44 7.87 -0.43 7.98 8.00 -0.02 8.45 8.62 -0.17 7.68 7.91 -0.23 7.52 7.74 -0.22 Jets Turboprops Turboprops Dassault is the revelation of the 2019 Pilatus 54 8.73 8.73 0.00 8.50 8.60 -0.10 7.15 6.93 0.22 Pilatus 8.10 8.32 -0.22 8.86 8.70 0.16 9.00 8.69 0.31 8.78 8.68 0.10 8.45 8.38 0.07 Corporate Aircraft Product Support Sur- Daher 52 8.86 8.76 0.10 8.31 8.33 -0.02 6.20 5.94 0.26 Daher 8.26 8.38 -0.12 8.94 9.03 -0.09 8.91 9.01 -0.10 8.65 8.66 -0.01 8.30 8.30 0.00 vey. After being 3rd in 2018 and 2016 and 2nd in 2017, it emerges to take Textron 90 7.99 7.88 0.11 7.63 7.59 0.04 5.84 5.66 0.18 Textron 7.44 7.65 -0.21 8.15 8.10 0.05 8.41 8.05 0.36 7.93 7.83 0.10 7.63 7.54 0.09

2019 Pro Pilot Corporate Aircraft Product Support Survey

Jets 12 years of surveys for turbine corporate aircraft manufacturers rated 2008-2019

10 8.58 8.55 8.51 8.38 8.44 8.38 8.37 8.36 8.31 8.33 8.37 8.26 8.30 8.23 8.16 8.14 8.12 8.14 8.14 8.11 8.06 8.13 7.90 7.77 7.77 7.76 7.68 7.56 7.62 7.54 7.54 8 7.52 1 1 1 1 1 1 1 1 1 1 1 1 6 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 2 6 Pro Pilot Survey Rankings

0 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2008 through 2011, 2013 & 2017 received insufficient returns for rating 2012 2013* 2014 2015 2016 2017* 2018 2019 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019

Comparison of overall average scores Dassault Embraer Gulfstream

30 PROFESSIONAL PILOT / August 2019 2019 Pro Pilot Corporate Aircraft Product Support Survey

Overall ranking Jets Turboprops

Dassault 117 Pilatus 54 8.26 8.45

104 Embraer Daher 52 8.16 8.30

154 Textron 90 Gulfstream 8.14 7.63 0246810 314 0 2 4 6 8 10 Textron 7.80 0246810

202 Overall ranking Responses Bombardier 7.52

0 2 4 6 8 10

Jet mfrs rated by 100 responses or more. Turboprop mfrs rated by 25 responses or more.

2019/2018 OEM comparison support scores for corporate jets and turboprops

Company Spares Cost Speed in Tech Tech Service Overall Manufacturers Responses Manufacturers response time availability of parts AOG service manuals reps satisfaction scores

Jets 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif Jets 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif 2019 2018 Dif Dassault 117 8.66 8.51 0.15 8.30 8.21 0.09 6.53 6.40 0.13 Dassault 024688.48 8.29 0.19 8.42 8.18 0.24 10 8.89 8.90 -0.01 8.58 8.40 0.18 8.26 8.13 0.13 Embraer 104 8.48 8.80 -0.32 7.64 8.24 -0.60 7.03 7.50 -0.47 Embraer 8.24 8.41 -0.17 8.57 9.07 -0.50 8.92 9.09 -0.17 8.23 8.74 -0.51 8.16 8.55 -0.39 Gulfstream 154 8.69 8.86 -0.17 8.22 8.28 -0.06 6.08 6.43 -0.35 Gulfstream 8.52 8.71 -0.19 8.36 8.69 -0.33 8.68 8.96 -0.28 8.47 8.58 -0.11 8.14 8.36 -0.22 Textron 314 8.18 8.12 0.06 7.76 7.73 0.03 6.14 6.19 -0.05 Textron 7.93 7.86 0.07 8.26 8.10 0.16 8.33 8.35 -0.02 8.01 7.96 0.05 7.80 7.76 0.04 Bombardier 202 7.89 8.00 -0.11 7.17 7.40 -0.23 6.06 6.35 -0.29 Bombardier 7.44 7.87 -0.43 7.98 8.00 -0.02 8.45 8.62 -0.17 7.68 7.91 -0.23 7.52 7.74 -0.22 Turboprops Turboprops Pilatus 54 8.73 8.73 0.00 8.50 8.60 -0.10 7.15 6.93 0.22 Pilatus 8.10 8.32 -0.22 8.86 8.70 0.16 9.00 8.69 0.31 8.78 8.68 0.10 8.45 8.38 0.07 Daher 52 8.86 8.76 0.10 8.31 8.33 -0.02 6.20 5.94 0.26 Daher 8.26 8.38 -0.12 8.94 9.03 -0.09 8.91 9.01 -0.10 8.65 8.66 -0.01 8.30 8.30 0.00 Textron 90 7.99 7.88 0.11 7.63 7.59 0.04 5.84 5.66 0.18 Textron 7.44 7.65 -0.21 8.15 8.10 0.05 8.41 8.05 0.36 7.93 7.83 0.10 7.63 7.54 0.09

Jets 12 years of surveys for turbine corporate aircraft manufacturers rated 2008-2019 * No rating for years indicated 8.24 8.14 8.14 8.14 8.10 8.07 7.99 8.02 7.98 7.97 7.87 7.81 7.77 7.76 7.80 7.74 7.71 7.72 7.69 7.61 7.56 7.58 7.53 7.49 7.51 7.52 7.51 7.22 7.14 7.04 6.96 1 6.90 6.88 2 2 2 2 2 2

3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 6 6 6 6 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 Textron now includes Citation and Hawker 2018 2019 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017* 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 Citation Textron Bombardier

PROFESSIONAL PILOT / August 2017 31 Textron (including Citation and Turboprops 2018, an increase of 0.26. Daher ranks HawkerBeechcraft) remains in 4th 1st in company response time, speed place this year with an overall score Pilatus has kept the 1st spot for 18 in AOG service and tech manuals and of 7.80 up from 7.76 in 2018. Tex- years now since TPs were split out 2nd in spares availability, cost of parts, tron was 3rd in spares availability and from jets in 2002. Its overall score was tech reps and service satisfaction. TBM cost of parts. Its biggest increase was 8.45 this year compared to 8.38 in Care includes AOG hotlines 24/7 world- in the tech manuals category attaining 2018. Pilatus earns 1st place in spares wide. Also with new TBM 940s and TBM a score of 8.26 this year up from availability, cost of parts, tech reps and 910s, Daher provides customers with 8.10 last year. Textron Ser- service satisfaction and 2nd in compa- its TBM Total Care Program (TCP) which vice integrates its global service net- ny response time, speed in AOG ser- gives initial retail owners complimentary work, quality parts and programs, vice and tech manuals. Its greatest im- scheduled maintenance for the first 5 specialized FSRs together with 1CALL provement is in tech reps with 9.00 in years or 1000 hours of operation with program to provide support to its 2019 up from 8.69 last year. Operators the aircraft. operators. can always contact Pilatus Customer Support & Enquiries Team 24/7/365, Textron (including King Air, Caravan Bombardier rounds out the sur- authorized service centers worldwide and Conquest) remains in 3rd place vey by taking 5th place in 2019 with and MyPilatus customer portal for im- this year with an overall score of 7.63 an overall score of 7.52, down from mediate support. up from 7.54 in 2018. TP operators are 7.74 in 2018. Bombardier’s support pleased to have Ser- network includes a mobile response Daher TBM continues to keep the 2nd vice and its popular 1CALL program. team, factory-trained technicians, and place for 11 years in a row. Overall score Biggest advancement in the whole sur- service center network, complement- remains 8.30, unchanged from last year. vey is achieved by Textron TP in the ed by worldwide authorized service Biggest improvement is in cost of parts tech reps category with a 8.41 score up facilities. this year with 6.20 compared to 5.94 in from 8.05 in 2018, an increase of 0.36.

Methodology

or the past 29 years Pro Pilot has used a paper questionnaire to ask Therefore, this is the 2nd year that they are now all rated together under Fcorporate turbine aircraft operators to rate the quality of aftersale Textron Aviation. service provided by aircraft manufacturers. For 18 years jet and turbo- Pro Pilot rules for the 2019 survey required a minimum of 100 evalua- prop aircraft support have been rated in different divisions. There are 7 tions to rank in the jet division. There were 5 manufacturers that met the categories listed on the survey form—company response time, spares criteria and therefore were rated in this division—Bombardier, Dassault, availability, cost of parts, speed in AOG service, tech manuals, tech reps Embraer, Gulfstream and Textron (Citation, Beechjet and Hawker). There and service satisfaction. were other jet manufacturers that received responses but not enough to During Apr 2019 a target mailing of 8646 survey forms was sent out rank in this division: Airbus (1), Boeing (7), (1), Eclipse to a random selection of corporate operators from the Pro Pilot sub- (2), HondaJet (5), Pilatus (2), Sabreliner (4), and Worthington Aviation/ scription list. A supplemental mailing of 1158 was sent to other turbine Westwind (2). aircraft operators. For the turboprop division manufacturers needed 25 responses for A total of 1284 survey forms, representing a 13.1% return, came back inclusion. Only 3 TP aircraft manufacturers met the criteria—Daher, Pi- to the Pro Pilot office by the Jul 24 cutoff date. A total of 940 survey forms latus and Textron (Caravan, Conquest and King Air). Other TP manufac- were properly filled out, providing 1139 line evaluations with 915 for the turers received responses but not enough to rank in the survey—Aero jet division and 224 for the turboprop division. A total of 344 forms were (3), Fairchild/Swearingen (2), Gulfstream (1), (6), disqualified due to inconsistencies, errors, duplications, or lateness. Piaggio (3), Piper (12) and Viking (1). On Mar 14th 2014, Textron acquired Beech Holdings LLC, the par- Survey respondents were asked to rate corporate aircraft OEMs on a ent company of Beechcraft Corp, and it brought together Cessna and scale of 1 (poor) to 10 (excellent) within each of the 7 categories. Conk- Hawker Beechcraft under 1 entity, Textron Aviation. Pro Pilot’s policy is lin & de Decker of Arlington TX acted as research agent and performed to continue to rate newly-acquired product lines separately for 3 years. independent data analysis.

2019 Pro Pilot Corporate Aircraft Product Support Survey

Turboprops Comparison of overall average scores *no rating for years indicated 10 8.45 8.42 8.37 8.38 8.32 8.32 8.30 8.28 8.30 8.16 8.20 8.15 8.07 8.01 8.02 7.96 7.91 7.65 7.77 7.74 7.71 7.68 7.63 7.61 7.61 7.61 7.60 7.59 7.54 7.55 7.54 7.51 7.49 8 7.47 7.44 7.38 7.35 7.32 7.23 7.22 7.19 7.18 7.13 7.06 6.93 6.85 6.81 6.73 6.57 6.30 6.31 6.21 6.17

6 1 1 1 1 1 1 1 1 1 1 1 1 5.77 1 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 2 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2008 2009 2010 2011 2012 2013* 2014 2015 2016* 2017 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017* 2018 2019* Textron now includes TP Beechcraft and Cessna 0 Pro Pilot Survey Rankings Pilatus Daher Beechcraft Textron Cessna Piper

32 PROFESSIONAL PILOT / August 2019 JETS ur Falcon 2000LX is an outstand- e are glad we’ve moved to the Oing aircraft. And it’s been very re- WFalcon family. We now operate liable for our operations. a Falcon 2000EX EASy and it’s a won- Dassault Dusty George derful performing aircraft. And DFJ re- Dassault Aviation ATP. Falcon 2000LX ally steps up to the plate when issues Senior VP, Chief Pilot arise and makes every effort to keep its Worldwide Falcon Shotgun Ranch Aviation customers happy. There has not been Customer Service Snohomish WA a single time when we needed parts & Service Center that they were not available. Our FSR Network ome manufacturers could learn from David Bollow is always available and Jean Kayanakis. SDassault how to treat their custom- makes a road trip to ensure everything He can be ers. They have available parts for aircraft goes smoothly. contacted at that haven’t been produced in years Mark Jones +33 67 506 1747 and I’ve received them quickly. We’re ATP/A&P. Falcon 2000EX EASy or at jean. very pleased with our FSR Jeff Leisey. Director of Aviation [email protected]. He’s always quick to answer questions Neurosurgery and and provide the necessary support. Endovascular Associates e’ve received excellent AOG Roger Reed Milwaukee WI Wresponse from Dassault when Comm-Multi-Inst/A&P. needed. I’ve seen a huge improvement Falcon 50EX & Learjet 45XR FJ has improved its product and in Falcon response. Dir of Maintenance Dcustomer support immensely. Marty Grier Pilot Corp However, the manufacturer needs to A&P. Falcon 2000/900 Alcoa TN improve its bureaucratic methods to Sr Mgr of Aircraft Maintenance obtain quick responses when some- The Home Depot Aviation Dept o complaints whatsoever. I’m all thing fails. The only time to obtain Atlanta GA Npositive on Dassault. With VP immediate assistance is when your Customer Service John Loh at the helm aircraft is AOG. As a 23-year Falcon assault continues to improve its DFJ has made great strides over the operator we’ve definitely noticed the Dcustomer service even when it’s years and doesn’t appear to be resting changes for good and for bad. Higher already excellent. I believe the only on its laurels. Also, Director of Spares management always listens to its op- thing holding them back is the vendors Eric Smith and his team have had great erators but results take a little longer. they have to rely on to improve their success in raising the scores in spares Keep up the good work! product. I’m confident Dassault will support. AOG support is second to Jorge Lara continue to improve and impress our none. Dassault didn’t just raise the bar ATP. Falcon 2000LX flight department. – they’re the bar! Flight Operations Director Drew Oetjen Steven Rahn Corbantrade A&P. Falcon 2000EX A&P. Falcon 7X/900EX EASy/50EX Quito, Ecuador Mgr of Aircraft Maintenance Chief of Aircraft Maintenance Union Pacific Railroad VF Corporation alcon Response App is a great tool Omaha NE Greensboro NC Ffor us. We find it very helpful with multiple AOGs we’ve had. 2019 scores by product division for jets and turboprops Greg Hamelink A&P. Falcon 2000LXS & Manufacturer Responses Company Spares Cost Speed in Tech Tech Service Overall response availability of AOG manuals reps satisfaction average Global Express time parts service Senior Mgr Flight Ops & Mx Stryker Corp Jets Portage MI Bombardier Challenger/Global Express 152 7.97 7.31 6.23 7.45 7.96 8.52 7.73 7.60 assault product support and parts Learjet 54 7.78 6.87 5.74 7.55 8.11 8.27 7.65 7.42 Dcontinue to be good. I think the Gulfstream team keeps on working hard to im- GII–V, G300–G650 115 8.71 8.34 6.14 8.48 8.36 8.62 8.46 8.16 prove all aspects of its service. IAI-1125/G100–G280 44 8.64 7.93 5.95 8.68 8.34 8.86 8.50 8.13 John Podgorski A&P. Falcon 2000 & Textron Phenom 300 Cessna Citation Jet 252 8.49 8.12 6.44 8.29 8.47 8.55 8.33 8.10 Aviation Maintenance Technician Hawker Beechcraft* 62 6.92 6.34 5.00 6.47 7.46 7.46 6.73 6.63 Promega * Includes Beechjet 400, , Hawker 125 series, , Premier Madison WI Turboprops ery pleased with our Falcon 8X. Textron VAnd Dassault provides good ser- 83 8.10 7.78 5.99 7.59 8.18 8.47 8.02 7.73 vice overall for us. Cessna–Caravan, Conquest 7 6.71 5.86 4.14 5.86 7.86 7.67 6.86 6.42 David Hopkins ATP/A&P. Falcon 8X Some respondents rated a single corporate manufacturer with 2 or more models they operate. Gen Mgr & CAMO Mgr (eg, Bombardier for a Challenger 604 and Learjet 45). Because of this, there is a small difference FJR Flight between total responses for the overall rankings by type of aircraft rated within the divisions. Fujairah, United Arab Emirates

34 PROFESSIONAL PILOT / August 2019 Embraer ur flight department operates a Phe- mbraer field service reps are the best Onom 300, and our experience with Ein the industry. At the same time, the Embraer has been fantastic. We love corporate bosses are becoming diffi- Johann Bordais is both the aircraft and the support of this cult to deal with on the service side. president & CEO of Embraer Services manufacturer. However, we’re pleased with response & Support—the Jim Head time, spares availability, and speed in business unit that Pvt-Inst. Phenom 300 AOG service provided by this OEM. integrates the Owner/Pres Ryan Christensen capabilities of Head Inc Contractors & Engineers Comm-Multi-Inst. Phenom 300 Commercial Avia- Columbus OH Owner & Pilot tion, Executive Avi- KC Lensing ation and Defense mbraer makes a great product. How- Salt Lake City UT divisions to provide Eever, they need to improve their customers with the best solutions. Johann parts support. This has been frustrating ompletely pleased with our Em- can be reached at +55 12 3927 3518 or by at times. Cbraer FSR Doug Taylor and the e-mail at [email protected]. Wade Morschauser exceptional job he does for us. In my A&P. Legacy 500 & King Air 350 opinion he sets the standards for FSRs e acquired our Phenom 100 Dir of Maintenance in the industry. Wabout 9 years ago and we con- Michels Corp Chris Christiansen tinue to be satisfied owners, both with Fond du Lac WI ATP. Phenom 300 the aircraft and the support provided by Chief Pilot Embraer. Our aircraft is serviced by the roduct support and parts are still is- Gemstone Aviation facility at BDL (Windsor Locks CT) and Psues that Embraer needs to solve. Issaquah WA I must say they do an outstanding job. Our Phenom 300E is 5 months old and John Wood we’ve already experienced 6 unsched- ost reliable aircraft we’ve ever ATP/CFI. Phenom 100 uled maintenance events. I understand Mowned is the Phenom 300. Em- Member that these things happen – the problem braer continues to be an excellent Bedford Jetflight is that we keep receiving “no fault found/ partner and the support for their exec- Concord MA tested parts” for a new airplane. The ser- utive aircraft is second to none! vice center at BDL has been very helpful Jay Obernolte lying our Legacy 450 and Phenom and professional with the maintenance ATP/CFII. Phenom 300 F300 has been a unique experience they’ve done for our aircraft. Embraer’s President for us. Embraer has been exception- decision to turn the support service into FarSight Technologies al in all aspects of product support. a division with its own P&L is not going Big Bear Lake CA They’ve gone above our expectations. to help the situation. David O’Maley Ryan Blanchard e selected a Legacy 650 when ATP. Legacy 450/Phenom 300 ATP. Phenom 300E Wlooking for a replacement for Owner & Member Av Dept Mgr our previous EMB135BJ. The main rea- N583KD Luck Companies son for this decision was that Embraer Cincinnati OH Richmond VA provides exceptional product support.

2019 Pro Pilot Corporate Aircraft Product Support Survey 2019 Pro Pilot Corporate Aircraft Product Support Survey

Company response time Spares availability Jets Jets

Gulfstream 8.69 Dassault 8.30

Dassault 8.66 Gulfstream 8.22

Embraer 8.48 Textron 7.76

Textron 8.18 Embraer 7.64

Bombardier 7.89 Bombardier 7.17 Turboprops Turboprops Daher 8.86 Pilatus 8.50

Pilatus 8.73 Daher 8.31

Textron 7.99 Textron 7.63

0246810 0246810 Jet mfrs rated by 100 or more. Turboprop 25 Jet mfrs rated by 100 or more. Turboprop 25

36 PROFESSIONAL PILOT / August 2019 The contact center responds promptly Gulfstream ery pleased with Gulfstream prod- and parts availability has never been Vuct support. And company re- an issue. In addition, our field tech rep Gulfstream Pres- sponse via our FSR Dallas Gumm is Jeff Tinsley is extremely knowledge- ident Customer always outstanding. able on the aircraft and is very helpful Support Derek Larry Meine resolving right away any situations that Zimmerman can ATP/CFI. Gulfstream G450 may arise. And best of all, he is always be reached at Dir Flight Ops reachable and glad to be of assistance. 912-395-0856, Pittco Aviation Joanna Meek or via e-mail at Olive Branch MS ATP. Legacy 650 derek.zimmerman@ Contract Pilot gulfstream.com. perating a G550 for my company Frisco TX OI can state that Gulfstream con- tinues to set the product support stan- mbraer definitely seems to be im- AST is a good tool that Gulfstream dards in the industry. Eproving its overall service response Fhas for its operators. And I feel that Dennis Dee and parts availability. As a small and the company’s tech reps are very hard A&P. single aircraft operator in Part 91 we working people. Aircraft Maintenance Mgr often felt we were not receiving the Brain Kean Alcoa same level of service as the fleet op- A&P. Venetia PA erators. Particularly in AOG situations, Dir of Maintenance the lead time for replacement parts CCMP Capital Advisors henever we need assistance, seemed unrealistically long. Fortu- Newtown CT WGulfstream is always there. The nately, we have an excellent tech rep product support team is always pro- in Paul Hugli, who always bridges this ulfstream service centers are fessional and very friendly. We’re very gap to minimize AOG time. Ggreat. And the support received pleased with Gulfstream’s service. John Kirksey from this OEM is always excellent. Charles Schiele ATP. Phenom 300/Lineage 1000 Brent Keyes ATP/CFII. Gulfstream III Pilot ATP. Gulfstream G550 Chief Pilot Luck Companies Dir of Aviation Victory Aviation Richmond VA Graham Capital Management Fort Worth TX Bethel CT t’s been an amazing 9 years of operat- aving the #1 manufacturer brings Iing our Phenom 300. And I continue n my opinion, Gulfstream continues to Hthe warm-and-fuzzy feeling that, to be impressed by Embraer’s products Ibe the leader as aircraft manufacturer no matter where you are in the world, and its customer commitment. and also in product support of our fleet. you are always covered! Jim McIrvin William Rodriguez Morris Silverman ATP/CFII. Phenom 300 ATP. Gulfstream III/G200/G100 ATP. Chief Pilot Astra Manager Intl McIrvin Aviation Constructora Sambil Visa Aviation Washingtonville NY Miami FL Oakland CA

2019 Pro Pilot Corporate Aircraft Product Support Survey 2019 Pro Pilot Corporate Aircraft Product Support Survey

Cost of parts Speed in AOG service Jets Jets

Embraer 7.03 Gulfstream 8.52

Dassault 6.53 Dassault 8.48

Textron 6.14 Embraer 8.24

Gulfstream 6.08 Textron 7.93

Bombardier 6.06 Bombardier 7.44 Turboprops Turboprops Pilatus 7.15 Daher 8.26

Daher 6.20 Pilatus 8.10

Textron 5.84 Textron 7.44

0246810 0246810 Jet mfrs rated by 100 or more. Turboprop 25 Jet mfrs rated by 100 or more. Turboprop 25

38 PROFESSIONAL PILOT / August 2019 lying our G500 has been a joy and aving an event that required “not out of their way to accommodate main- Fthe aircraft itself is superb. We’ve Hbefore” engineering to repair tenance and service of our G650ER experienced a 99.9% dispatch during some corrosion was an experience. based in . Spares support is the past 12 ½ yrs of ownership. Gulf- Gulfstream provided excellent support exceptional. I’ve never had an item out stream customer service and technical for this one-off repair on our overseas of stock on any Gulfstream I’ve flown in experience has always been top notch. AOG event. over 20 years. We’ve ordered a new G600 because Mark Barbee Ken Norman of the outstanding relationship we ATP. Gulfstream G450 ATP. Gulfstream G650ER have with Gulfstream. CAM Aviation Mgr & Chief Pilot Thomas Frank Solairus Aviation Little Aviation Pvt-Inst/A&P. Gulfstream G500 Cody WY Attwood VIC, Australia Dir of Maintenance DeBartolo Aviation ulfstream has earned and deserves n my opinion Gulfstream remains the Tampa FL Gthe reputation as the preeminent Iking of the corporate fleet if you can manufacturer of corporate aircraft. afford it. ulfstream continues to be the Operating a G450 has been an ex- Joseph Charest Gleader in product support. They cellent experience and the support Pvt-Inst/A&P. /IV do an exceptional job in all areas sup- received from this OEM is impressive. Maintenance Mgr porting our G150/G280. Our FSR Da- Brett Beasley BKF Aviation vid Winkler is knowledgeable, always ATP. Gulfstream G450 Aurora CO available, and is a great help when we Dir of Aviation have issues. Alsco Inc xceptional support is what we re- Rick Stoulil Lehi UT Eceive from Gulfstream. Parts have ATP. /G150 been very expensive while, the support Chief Pilot OG support from Gulfstream is out- team is always great and very efficient. Hormel Foods Astanding. The product support team Frank Govedink Austin MN always makes every effort to return ATP/CFII/A&P. Gulfstream G200 the aircraft to service speedily. Its FAST Dir of Operations y flight department operates a teams and service centers are excellent JTW Family Services MGulfstream G550 and a G280. I when it comes to providing prompt Gardena CA find the G550 to be a very reliable air- resolution of regular line maintenance craft. On the other hand, the G280 has issues. ertainly the Gulfstream G550 is had some issues. However, Gulfstream Nitish Iyengar Cthe best corporate aircraft in the is doing a great job of addressing those ATP. Gulfstream G650ER world to operate. And it’s backed up issues and keeping us in the air. Captain by excellent product support. Matthew Petry Oceanic Services Laurence Printie ATP. Gulfstream G550/G280 San Diego CA ATP. Gulfstream G550 Captain Director Cook Canyon Ranch roduct support from Gulfstream con- Flying Chauffeur Frisco TX Ptinues to surprise pleasantly. They go Hertford, United Kingdom

2019 Pro Pilot Corporate Aircraft Product Support Survey 2019 Pro Pilot Corporate Aircraft Product Support Survey

Tech manuals Tech reps Jets Jets

Embraer 8.57 Embraer 8.92

Dassault 8.42 Dassault 8.89

Gulfstream 8.36 Gulfstream 8.68

Textron 8.26 Bombardier 8.45

Bombardier 7.98 Textron 8.33 Turboprops Turboprops Daher 8.94 Pilatus 9.00

Pilatus 8.86 Daher 8.91

Textron 8.15 Textron 8.41

0246810 0246810 Jet mfrs rated by 100 or more. Turboprop 25 Jet mfrs rated by 100 or more. Turboprop 25

40 PROFESSIONAL PILOT / August 2019 Textron Aviation extron continues to build and sup- 2019 Pro Pilot (including Citation & Hawker Beechcraft) Tport a great aircraft, the Citation CJ2. Corporate Aircraft John Marinko Product Support Survey Textron Aviation ATP/CFII. Citation CJ2 Senior VP of Global President & CEO Customer Support The Marinko Co Job titles of survey Kriya Shortt is Canton GA responsible for respondents all aftermarket reat field representatives stationed service and support Gat PBI (West Palm Beach FL) have for Beechcraft, dealt with our AOG issues satisfactorily. Cessna and Hawker Sidney Lassen 63 brands. She can Comm-Multi-Inst. Citation CJ1+ be reached at Chairman [email protected] or 316-517-5605. 159 Commander Properties Palm Beach FL 393 oing the right thing for customers Dshows Textron’s commitment giv- hen we have had an engine or ing great comfort to an operator. They Wairframe maintenance issue, both Textron and Pratt & Whitney have pro- 325 may not make the right decision im- mediately, but they are always consid- vided excellent parts and tech support. ering how best to serve their custom- Our Pratt & Whitney JT15D-4s power- ers. That means they readily reevaluate ing our Citation 550 have given us ex- and choose the right outcome. cellent reliability and service. Marc Dulude Douglas Olson Aviation Dept Mgr, Chief Pilot, Dir of ATP. Citation CJ3+ ATP/CFI. Citation II Aviation, Flight Ops Mgr or VP Operations Chief Pilot Captain Mild Air Tri-State Drilling Captain, Line Captain, Bluffton SC Buffalo MN First or other pilot P of Preowned Aircraft at Textron e’ve had great service and re- VAviation Ed Berger and Preowned Wsponse time from Textron, elimi- Owner, Chief Executive, President, VP, Aircraft Manager Kelsey Williams are nating unnecessary down time. Mgr or other corporate officer beyond fantastic! William Hall John Cheadle ATP. Citation Sovereign Line Captain Maintenance Chief, Maintenance ATP/CFII. Citation V & Falcon 10 CEO & Chief Pilot NetJets Mgr or Mechanic Citation Encore LLC Denver CO Nashville TN ouldn’t be happier with our Mustang Cand the service provided by Textron. Joe Rainey 2019 Pro Pilot Corporate Aircraft Product Support Survey ATP. Citation Mustang Rainey Homes Service satisfaction President Jets Gilbert AZ aving continually improved the re- Dassault 8.58 Hsponse time and lowered prices on Gulfstream many parts, Textron has increased stock 8.47 in distribution sites across the US and Embraer overseas. 8.23 Michael Herman Comm-Multi-Inst. Citation CJ3 Textron 8.01 Owner & Pilot Bear Air Bombardier 7.68 Lansdale PA

Turboprops ervice Center at SMF (Sacramento Pilatus 8.78 SCA) and the Textron personnel have always gone the extra mile on our be- Daher half. They are a first-class operation. 8.65 Alan Cirino ATP. Citation I Textron 7.93 Pilot Alan Cirino Aviation Consultant 0246810

Jet mfrs rated by 100 or more. Turboprop 25 Half Moon Bay CA

42 PROFESSIONAL PILOT / August 2019 roviding outstanding product sup- Bombardier verall Bombardier product sup- Pport, Textron is working to reduce port has been very good and the cost of parts. Its service center O Bombardier Business they’re proactive at making regular network is superb, as is the quality of Aircraft VP face-to-face visits to ensure we’re sat- work. We are happy customers. Customer Support isfied with the product. In my opinion John Hayes and Training, the Global 5000 is an excellent aircraft ATP/CFII. Citation Mustang Customer Experience with good dispatch reliability. Howev- President Andy Nureddin er, inventory for certain parts – partic- Jet Air can be reached ularly computer cards – is low. Also, Bend OR by phone at lead times for brand new parts can be 514-855-8307, very high, pushing you to opt for a re- ech reps are great at supporting or by e-mail at con item or NFF part. Tour Sovereign. Everything else we [email protected]. Joe Davitt would request they improve. ATP. Global 5000 Thomas White Captain ATP. Citation Sovereign ’m very satisfied with Bombardier af- HBK Aviation Aircraft Manager & Chief Pilot Itersale product support for our Chal- Doha, Qatar Rio Vista Aviation lenger 605. I have no issues whatsoev- Cibolo TX er. And Bombardier tech reps dispatch ombardier service centers will gen- reliability is outstanding! Berally have what we need and can ur Textron service center at Dan Wolfe support an AOG situation well. On OIWA (Mesa Gateway AZ) is well ATP/A&P. Challenger 605 one occasion our plane went AOG for stocked and works 7 days per week to AV VP & Gen Mgr an IDG and Bombardier put us back in keep us flying. I’m often surprised at Nationwide the air in less than 24 hours. their ability to get us fixed even over Columbus OH Garth Collins a weekend. ATP. Challenger 604 Loyd Henson ecently we acquired our Learjet Chief Pilot ATP. Citation Encore R45XR. We couldn’t be happier with Columbus Capital Partners Captain our Bombardier FSR Paul Van Kley, Chesterfield MO JML Business Consulting who has provided excellent service Scottsdale AZ and information for us. eeping us flying is something we Bob Prellwitz Kcan thank our FSR for. He’s done a t SMF, the Textron Service Center ATP. Learjet 45XR super job! Bombardier used to provide Ahas maintained our various Cita- Chief Pilot great support, and I’m disappointed by tions from 500 to 650 and has always Kress Enterprises the FSR staff cuts. come through. Many thanks to our Peoria IL Calvin Azarowicz tech rep Bill Barefield, who has always ATP. Learjet 45 provided updates and reports ASAP. y flight department operates a Chief Pilot Thanks to all for the great teamwork MGlobal Express and we love the Southeastern Freight Lines that kept us on schedule and up to the machine. Spares parts are a problem, West Columbia SC highest standards for over 37 years. though. When we need them, we’re George Ortiz offered too many reconditioned parts upport from Bombardier is great. ATP. Citation 650 or they’re simply not available. This SAnd our Learjet 40XR is great fit for Chief Pilot situation has caused delays in our our company operations. Willamette Valley Co schedule. Jason Chandler Eugene OR Wendy O’Malley ATP/CFII. Learjet 40XR ATP. Global Express Captain hen needed, Textron has provid- Captain Hytrol Conveyor Wed us with excellent service. EJM Jonesboro AR Roger Moore Alameda CA ATP. Citation X hile Bombardier’s support for Chief Pilot have to say that my FSR Ken Polinski Wour Learjet 45 has been good, KSCAIR Igoes above and beyond my expec- we lost our ACE FSR Dean Eechaute Louisville KY tations. I think Bombardier needs to this year. Dean has been with this give Ken a raise for all the headaches model since its launch and his depth extron Aviation has improved its and frustrations he has helped us with. of knowledge on the Learjet 45/75 Tproduct support over the past 18 Have had a few issues with AOGs. was unmatched. If cost reduction was months while other manufacturers con- I waited as long as a week for some their goal I think Bombardier could tinue to view the need to address our parts and even had to find a part my- have found less valuable participants concerns with institutional indifference. self on the open market when Bombar- to cut. It’s a great loss for our Midwest Eric Canup dier could not give me a ship date. Lear fleet! ATP. Citation Latitude & Richard Sanchez Keith Cook Falcon 2000LXS A&P. Challenger 350/300 ATP/CFI. Learjet 45 Dir of Flight Ops Aircraft Maintenance Mgr Chief Pilot Live Oak Bank H-E-B Basler Electric Wilmington NC San Antonio TX Worden IL

44 PROFESSIONAL PILOT / August 2019 lying our Global 6000 for 6 years has dled promptly and in a professional Daher Fbeen a great experience. We’re 100% manner. I highly recommend Pilatus. satisfied with Bombardier’s support. Bob Wilson Daher VP Customer Walter Santos Comm-Multi-Inst/Helo. Pilatus PC-12 & Network Care ATP/Helo/CFII/A&P. Global 6000 & Citation CJ3+ Charles Holomek is Ops Director & Chief Pilot Owner located in Pompano Jet Care RAW Inc Beach FL. His email Sorocaba SP, Brazil Memphis TN is c.holomek@ daher.com. ombardier FSR Chris Richard is verall we’re satisfied with the after- The TBM Care team Bamong the best in the industry. Osale product support from Pilatus. can be reached at We’re very pleased with his perfor- However, we sometimes have issues 1-833-TBM Care mance at all times. with the quality of spares that have during office hours. Jamie Stember been repaired in-house by Pilatus. For after hours AOG support, the 24-hr ATP. Challenger 605 Chris Weneger Global AOG Hot Line is 1-844-4 TBM AOG. Dir of Aviation ATP/CFII. Pilatus PC-12 CP Management Mgr Flight Ops reat TBM app with POH, manuals, Glen Burnie MD MRV Services Gand parts are provided by Daher. Hiawatha KS I’m very impressed with their upgrade ftersale product support has been support of older models. Agood for our Global Express. We ilatus response time is over the top. Jeffrey Black couldn’t be happier with our FSR Mike PWe experienced a bird strike. The Pvt-Multi-Inst. Daher TBM 850 Zina. He is outstanding! tech rep and the needed windscreen President Bruce Stern were flown immediately to a remote Laurel Aviation A&P. Global Express location. The problem was solved and Decatur IL Client Aviation Mgr we were ready to go in 2 days! Solairus Aviation Mike Parnell verall we’re satisfied with Daher’s East Granby CT Comm-Multi-Inst. Oproduct support. Sometimes it Pilatus PC-12NG takes longer since our TBM 700C2 is Dir Flight Ops 15 years old. Timetool Mike Matetich TURBOPROPS Eastsound WA Comm-Multi-Inst. Daher TBM 700C2 Pilatus ecent changes to annual inspection President Rand service intervals have become Jupiter Equipment Leasing an issue for us. Pilatus claims to save Garland TX Piotr “Pete” Wolak operating expenses this way. However, is Pilatus VP for this new process costs more than it did aher’s North American and au- customer service. before the changes. thorized service and sale centers Wolak welcomes D Philip Rosenblaum around the world are the best! calls from Pilatus Ralph Ragland customers. Opera- Pvt-Inst. Pilatus PC-12 Comm-Multi-Inst/CFI. Daher TBM 850 tors can reach him President at his office by call- Ponderosenbaum Holdings Owner ing 303-410-2720. Austin TX Ragland Aviation Wolak’s cell Fredericksburg TX phone is 720- reat expertise and high quality 201-3765 and his e-mail is piotr.wolak@ Gare what I find in Pilatus support. ames Aeronautics, a Daher affiliated pilatus-aircraft.com. My only complaint is getting parts to a Jservice center provides superior sup- non-service-center shop can be a big port for our TBM 700C2. Only once e operate a Pilatus PC-12NG hassle due to the territory rules. has the airplane being AOG caused a Wand have leased a PC-24 for 25 Jack Long mission to be scrubbed. However, the hours on one occasion. I must say that ATP. Pilatus PC-12 part we needed was sent from France our experience operating these aircraft Owner & Pilot and we received it in just two days. have been excellent and the aftersale Osaka Holdings Paul Schubert provided by Pilatus outstanding. We’re Austin TX Pvt-Inst. Daher TBM 700C2 so pleased with them that we’re taking President delivery of a new PC-24. n my opinion, Pilatus limits AOG per- Tinman LLC Christopher Anderson Iformance by their service territories. Raleigh NC ATP/CFI. Pilatus PC-12/PC-24 Being an operator of a PC-12 I’d like to Captain see our local service center be able to have had nearly 5 years of flawless Joint Implant Surgeons work our AOG issues. Iflying with my TBM 900. No issues Indianapolis IN Patrick Traul whatsoever. ATP. Pilatus PC-12, Challenger 300 Phil Bozek upport from Pilatus is always pro- & Citation Excel Operator. Daher TBM 900 Svided in an excellent fashion. On VP & Dir of Ops Owner one occasion we experienced an AOG Vaerus Aviation 1A Asset Holdings event with our PC-12 and it was han- Topeka KS Brighton MI

46 PROFESSIONAL PILOT / August 2019 BM 850 is great for our missions TP OEMs that did not receive the 25 responses required to be rated. Tover about 8 states with 1-hour legs and 5 passengers. It flies a ton Piper (12 responses) Piaggio (3 responses) each year, nearly 500 annual hours. We are very satisfied with the service Piper Aircraft VP of Piaggio America VP provided. Sales, Marketing Customer Support Michael Griffin and Customer Sup- Paolo Ferreri Pvt-Inst/CFII. port Ron Gunnarson is based in Daher TBM 850 can be reached at West Palm Beach FL Dir of Aviation & Senior VP 772-299-2000.­ and can be reached Garver LLC Additional contact at 561-253-0104 North Little Rock AR information is or via e-mail at available online pferreri@piaggio- at www.piper.com. aerospace.it. Contact your nearest Piper dealer for product support and service questions. TEXTRON AVIATION (including King Air, Caravan & Conquest)

y company operates a 1968 King MAir B90. And for an old aircraft Textron provides very good product support. Thomas Rivera ATP. King Air B90 President ATR Realty San Juan PR

verall we’re satisfied with the ser- Ovice received from Textron Avia- tion. However, the maintenance man- uals for our King Air B100 haven’t been updated in years. Michael Culliton Comm-Multi-Inst/CFII. 2019 SLOTS AVAILABLE King Air B100 President FAA Part 145 Repair Station Culliton Aviation Keep flying in 2020. Van Nuys Airport Centreville AL ven though I find Textron service to Ebe good, I would like to see the cost Standalone ADS-B or of parts for our King Air C90B reduced. Tom Kraus ATP/A&P. King Air C90B complete FANS solutions. Chief Pilot Walsh Aviation Lindale TX ADS-B Out only ADS-B Out with FANS 1/A+ Gulfstream Gulfstream GIV, GIV-SP, GV Falcon Challenger 601-3A/601-3R Pat Conroy Challenger • 14-day downtime Director of Service Sales Hawker • Under $300,000* 818.208.1377 Stryker Corporation Senior Mgr Flight Learjet • FAA and EASA approved [email protected] Ops and Mx Greg Hamelink holds an A&P. He rates and comments on 2 of his favorite aircraft—Global Express and Clay Lacy FANS STC is also available at your preferred Universal Falcon 2000LXS—for product support provided by Bombardier and Dassault. He Avionics Authorized Dealer for Gulfstream GIV/GIV-SP/GV and is pleased with the service received from Challenger 601-3A/601-3R. both OEMs. This Pro Pilot survey form is 1 of 1284 forms received in the 2019 Corporate Aircraft Mfrs Product Support Survey. WORLD’S MOST EXPERIENCED OPERATOR OF PRIVATE JETS

© 2019 Clay Lacy Aviation. *Actual downtime and price based on specific aircraft configuration.

PROFESSIONAL PILOT / August 2019 49