2021 CORPORATE PRODUCT SUPPORT SURVEY Jets: 1 , 2 Dassault, 3 Gulfstream, 4 , 5 Bombardier. : 1 Daher TBM, 2 Pilatus, 3 Piper, 4 Textron. Embraer wins 1st place in jet division for 2nd consecutive year. Daher earns 1st place in TP support for 1st time. Results are based on 1082 line evaluations and 1257 survey forms received – a 16.1% return.

Pro Pilot staff report Dassault earns 2nd place, moving up Gulfstream ranks 3rd in 2021 after Data compiled by Conklin & de Decker from 3rd last year. They were 1st in 2019. placing 2nd in 2020, with an over- Overall score is 8.28 this year – up from all score of 8.24. Gulfstream takes 8.22 in 2020. Dassault obtains 1st place the 1st spot in company response uality in aftersale product support in speed in AOG service, 2nd in spares time and spares availability, and 3rd Qis what operators and business availability, cost of parts, tech manuals, in cost of parts, speed in AOG ser- owners need for their aircraft in order to tech reps, and service satisfaction, and vice, tech manuals, tech reps, and accomplish their missions successfully. 3rd in company response time. Best im- service satisfaction. Biggest improve- It’s the continuous efforts, diligent work, provement is in cost of parts, with a 6.79 ment was in cost of parts, with 6.28 and focus on customers from OEMs score this year compared to 6.61 in 2020 this year – a 0.22 increase from its that allow flight departments to achieve – an advance of 0.18. FalconResponse, 2020 score of 6.06. With its techni- flawless operations and meet their goals the company’s worldwide suite for AOG cians, service centers, and Field and in the most productive manner. support service, together with its Falcon Airborne Support Teams (FAST), During these challenging times of the Command Center tracking AOG events, Gulfstream Customer Support is Covid-19 pandemic, manufacturers have are ready to provide solutions for any is- ready to assist worldwide whenever become more innovative and developed sues that may occur. the needs arise. new technologies to address and solve operators’ needs, in some cases even ex- 2021/2020 OEM comparison support scores for corporate jets and turboprops ceeding their expectations while provid- Cost ing the high standards of maintenance Manufacturers Responses Company response time Spares availability Manufacturers Speed in AOG service Tech manuals Tech reps Service satisfaction Overall scores that are essential for keeping their air- of parts craft in the air. Jets 2021 2020 Dif 2021 2020 Dif 2021 2020 Dif Jets 2021 2020 Dif 2021 2020 Dif 2021 2020 Dif 2021 2020 Dif 2021 2019 Dif Jets Embraer 103 8.64 8.96 -0.32 7.72 8.26 -0.54 7.69 7.92 -0.23 Embraer 8.52 8.90 -0.38 8.92 9.07 -0.15 8.93 9.22 -0.29 8.59 9.00 -0.41 8.43 8.76 -0.33 Dassault 106 8.52 8.48 0.04 7.98 8.16 -0.18 6.79 6.61 0.18 Dassault 8.63 8.48 0.15 8.62 8.46 0.16 8.92 8.86 0.06 8.50 8.46 0.04 8.28 8.22 0.06 Embraer again takes the lead, keeping Gulfstream 170 8.80 8.80 0.00 8.16 8.25 -0.09 6.28 6.06 0.22 Gulfstream 8.49 8.51 -0.02 8.55 8.59 -0.04 8.91 8.91 0.00 8.47 8.63 -0.16 8.24 8.25 -0.01 its crown for the 2nd consecutive year. Its overall score is 8.43 – down from Textron 254 8.14 7.96 0.18 7.56 7.65 -0.09 6.12 6.24 -0.12 Textron 7.88 7.87 0.01 8.15 8.06 0.09 8.27 8.13 0.14 7.84 7.78 0.06 7.71 7.67 0.04 8.76 in 2020. This OEM places 1st in Bombardier 163 7.74 7.74 0.00 7.27 7.00 0.27 5.91 6.07 -0.16 Bombardier 7.52 7.54 -0.02 7.86 7.93 -0.07 8.37 8.56 -0.19 7.77 7.73 0.04 7.49 7.51 -0.02 cost of parts, tech manuals, tech reps, and service satisfaction categories. It Turboprops Turboprops is 2nd in company response time and Daher 82 9.48 9.33 0.15 8.73 8.63 0.10 7.42 6.26 1.16 Daher 9.11 8.86 0.25 9.58 9.42 0.16 9.64 9.50 0.14 9.41 9.13 0.28 9.05 8.73 0.32 speed in AOG service, and 3rd in spares availability. Embraer’s customer support Pilatus 50 8.96 9.02 -0.06 8.51 8.91 -0.40 7.12 7.17 -0.05 Pilatus 8.59 8.80 -0.21 8.86 9.05 -0.19 9.24 9.07 0.17 9.00 9.18 -0.18 8.61 8.74 -0.13 is available through its Contact Center, Piper 17 7.71 7.88 -0.17 8.15 7.53 0.62 6.93 6.94 -0.01 Piper 7.77 7.33 0.44 8.00 8.00 0.00 7.87 7.93 -0.06 8.20 8.13 0.07 7.80 7.68 0.12 Customer Support Management, FSRs, and service centers network. Textron 87 7.98 8.07 -0.09 7.80 8.07 -0.27 6.19 6.24 -0.05 Textron 7.86 8.19 -0.33 8.17 8.24 -0.07 8.13 8.37 -0.24 8.11 7.93 0.18 7.75 7.87 -0.12

2021 Pro Pilot Corporate Aircraft Product Support Survey Jets 14 years of surveys for turbine corporate aircraft manufacturers rated 2008–2021

10 8.76 8.58 8.55 8.51 8.38 8.44 8.38 8.43 8.37 8.36 8.31 8.33 8.37 8.25 8.26 8.22 8.28 8.23 8.30 8.24 8.12 8.14 8.13 8.16 8.14 8.11 8.14 8.06 7.90 7.77 7.76 7.68 7.62 7.54 8 7.56 7.52 1 1 1 1 1 1 1 1 1 1 1 1 1 1 6 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4

5 5 Survey Rankings 2 6 Pro Pilot 2008 through 2011, 2013 & 2017 received insufficient returns for rating 2012 2013* 2014 2015 2016 2017* 2018 2019 2020 2021 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 0 2008 2008

Comparison of overall average scores Embraer Dassault Gulfstream

30 PROFESSIONAL PILOT / August 2021 2021 Pro Pilot Corporate Aircraft Product Support Survey

Overall ranking Jets Turboprops

Embraer 103 Daher 82 8.43 9.05

Dassault 106 Pilatus 50 8.28 8.61 17 Gulfstream 170 Piper 8.24 7.80 87 254 Textron Textron 7.75 7.71 163 02468024680 024682 4 6 8 1010 10 10 Bombardier 7.49 Overall ranking Responses 0 2 4 6 8 10

Jet mfrs rated by 100 responses or more. mfrs rated by 17 responses or more.

2021/2020 OEM comparison support scores for corporate jets and turboprops Cost Manufacturers Responses Company response time Spares availability Manufacturers Speed in AOG service Tech manuals Tech reps Service satisfaction Overall scores of parts Jets 2021 2020 Dif 2021 2020 Dif 2021 2020 Dif Jets 2021 2020 Dif 2021 2020 Dif 2021 2020 Dif 2021 2020 Dif 2021 2019 Dif Embraer 103 8.64 8.96 -0.32 7.72 8.26 -0.54 7.69 7.92 -0.23 Embraer 8.52 8.90 -0.38 8.92 9.07 -0.15 8.93 9.22 -0.29 8.59 9.00 -0.41 8.43 8.76 -0.33 Dassault 106 8.52 8.48 0.04 7.98 8.16 -0.18 6.79 6.61 0.18 Dassault 8.63 8.48 0.15 8.62 8.46 0.16 8.92 8.86 0.06 8.50 8.46 0.04 8.28 8.22 0.06 Gulfstream 170 8.80 8.80 0.00 8.16 8.25 -0.09 6.28 6.06 0.22 Gulfstream 024688.49 8.51 -0.02 8.55 8.59 -0.04 10 8.91 8.91 0.00 8.47 8.63 -0.16 8.24 8.25 -0.01 Textron 254 8.14 7.96 0.18 7.56 7.65 -0.09 6.12 6.24 -0.12 Textron 7.88 7.87 0.01 8.15 8.06 0.09 8.27 8.13 0.14 7.84 7.78 0.06 7.71 7.67 0.04 Bombardier 163 7.74 7.74 0.00 7.27 7.00 0.27 5.91 6.07 -0.16 Bombardier 7.52 7.54 -0.02 7.86 7.93 -0.07 8.37 8.56 -0.19 7.77 7.73 0.04 7.49 7.51 -0.02 Turboprops Turboprops Daher 82 9.48 9.33 0.15 8.73 8.63 0.10 7.42 6.26 1.16 Daher 9.11 8.86 0.25 9.58 9.42 0.16 9.64 9.50 0.14 9.41 9.13 0.28 9.05 8.73 0.32 Pilatus 50 8.96 9.02 -0.06 8.51 8.91 -0.40 7.12 7.17 -0.05 Pilatus 8.59 8.80 -0.21 8.86 9.05 -0.19 9.24 9.07 0.17 9.00 9.18 -0.18 8.61 8.74 -0.13 Piper 17 7.71 7.88 -0.17 8.15 7.53 0.62 6.93 6.94 -0.01 Piper 7.77 7.33 0.44 8.00 8.00 0.00 7.87 7.93 -0.06 8.20 8.13 0.07 7.80 7.68 0.12 Textron 87 7.98 8.07 -0.09 7.80 8.07 -0.27 6.19 6.24 -0.05 Textron 7.86 8.19 -0.33 8.17 8.24 -0.07 8.13 8.37 -0.24 8.11 7.93 0.18 7.75 7.87 -0.12

31 years of survey – chart shows only 14 most recent years

Jets 14 years of surveys for turbine corporate aircraft manufacturers rated 2008–2021 * No rating for years indicated 8.14 8.24 8.14 8.14 8.02 8.10 8.07 7.99 7.98 7.97 7.87 7.76 7.80 7.81 7.77 7.72 7.71 7.69 7.74 7.61 7.71 7.67 7.58 7.56 7.51 7.52 7.51 7.49 7.51 7.53 7.49 7.22 7.14 7.04 6.96 6.88 1 6.90 2 2 2 2 2 2

3 3 3 3 3 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 6 6 6 6 2009 2010 2011 2012 2013 2014 2015 2016 2017 Textron now includes Citation and Hawker 2018 2019 2020 2021 2009 2010 2011 2012 2013 2014 2015 2016 2017* 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2008 2008 2008 Citation Textron Bombardier

PROFESSIONAL PILOT / August 2021 31 Textron, including Citation and Turboprops Piper moves up a notch, placing 3rd Hawker Beechcraft, keeps the 4th with an overall score of 7.80 – up from spot, with an overall score of 7.71 Daher earns the crown in the turboprop last year’s 7.68 – a 0.12 improvement. this year – up from 7.67 in 2020. Best division for the 1st time. Its overall score is Best category increase is in spares avail- increase is in the company response 9.05 this year – an increase of 0.32 from the ability – up by 0.62 from 7.53 in 2020 time category, with a score of 8.14 – 8.73 scored in 2020. This is the biggest over- to 8.15 this year. Piper also improves in up 0.18 from 7.96 in 2020. Textron’s all score improvement achieved by any OEM the AOG service category with a score global service network, 1CALL, parts in this survey. Daher takes 1st place in all cat- of 7.77 this year compared with 7.33 in program, FSRs, and Mobile Service egories. Best category improvement is in cost 2020 – an increase of 0.44. Piper’s cus- Units (MSUs) are ready to get oper- of parts, with a score of 7.42 – up 1.16 from tomer service center, together with 90 ators back in the air quickly. the 6.26 it received in 2020. This is the largest authorized service centers worldwide, single score increase in the entire survey. Da- are ready to assist and support custom- Bombardier is 5th with an overall her’s customer service and its TBM Care are ers and their aircraft. score of 7.49 this year. Biggest im- available 24/7 to support customers and TBM provement was in the spares avail- operators worldwide. Textron (King Air, Caravan, Con- ability category, where its score in- quest) takes the 4th spot, rounding out creased by 0.27 from 7.00 in 2020 to Pilatus places 2nd after being 1st for 19 the survey with an overall score of 7.75 7.27 this year. consecutive years. Overall score is 8.61 this this year. A score of 8.11 in service sat- Bombardier’s Support Network, year compared to 8.74 in 2020. Pilatus places isfaction represents Textron’s biggest including its Mobile Response Team 2nd in all categories, obtaining the strongest category improvement – up 0.18 from and service centers worldwide, is al- increase in tech reps, with 9.24 in 2021 – up the 7.93 obtained in 2020. Textron’s ways on call to provide immediate 0.17 from 9.07 last year. Pilatus 24/7/365 Cus- 1CALL, service centers network, and solutions and get operators back in tomer Support & Enquiries is available world- MSUs are available for operators and the air. wide to solve any issues operators may have. their inquiries.

Methodology

or 31 years, Pro Pilot has asked corporate turbine aircraft oper- Pro Pilot’s policy is to continue to rate newly acquired product Fators to rate the quality of aftersale service provided by OEMs. lines separately for 3 years. Therefore, in this 7th year since the We use both paper and electronic forms. For 20 years, jet and tur- merger, they are now all rated together under Textron . boprop aircraft support have been rated in different divisions. There Pro Pilot rules required a minimum of 100 evaluations to rank in are 7 categories listed on the survey form – company response time, the jet division. A total of 5 manufacturers met the criteria – Bombar- spares availability, cost of parts, speed in AOG service, tech manu- dier, Dassault, Embraer, Gulfstream, and Textron (Citation, Beechjet, als, tech reps, and service satisfaction. and Hawker). Several other manufacturers received evaluations, but During April 2021, a target mailing of 7817 survey forms was sent not sufficient to rank in the jet division. These were Boeing (9), Cir- out to a random selection of corporate aircraft operators from the rus (3), Dornier (1), Eclipse (3), Honda (6), Pilatus (5), Sabreliner (2), Pro Pilot subscription list, plus an additional turbine aircraft opera- Worthington Aviation/Westwind (1), and other (2). tors list. A total of 1257 survey forms, representing a 16.1% return, For the turboprop division, manufacturers required 17 responses came back to the Pro Pilot office by the July 29 cutoff date. A total for inclusion. A total of 4 aircraft OEMs met the criteria – Daher, Pil- of 909 survey forms were properly filled out, which provided 1082 atus, Piper, and Textron (Caravan, Conquest, and King Air). Other TP line evaluations – 828 for the jet division and 254 for the turboprop manufacturers that did not receive enough responses for inclusion side. A total of 348 were disqualified due to inconsistencies, errors, in this division were Aero Commander (4), Fairchild/Swearingen (2), duplications, or lateness. Gulfstream (1), Mitsubishi (5), Piaggio (5), and Viking (1). On March 14, 2014, Textron acquired Beech Holdings LLC, the Survey respondents were asked to rate corporate aircraft OEMs on parent company of Beechcraft Corp, thus bringing together Cessna a scale of 1 (poor) to 10 (excellent) within each of the 7 categories. and Hawker Beechcraft under 1 entity – . Respon- Conklin & de Decker, a JSSI company, acted as research agent and sibility for Cessna, Beechcraft and Hawker is now under Textron. performed independent data analysis.

2021 Pro Pilot Corporate Aircraft Product Support Survey

Turboprops Comparison of overall average scores *no rating for years indicated 10 9.05 8.73 8.74 8.61 8.45 8.42 8.37 8.38 8.32 8.32 8.30 8.30 8.28 8.16 8.20 8.15 8.07 8.01 8.02 7.96 7.91 7.80 7.87 7.77 7.74 7.71 7.75 7.68 7.65 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 1 1 5.77 1 2 2 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 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 Survey Rankings 2 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017* 2018 2019* 2020 2021 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2008 2009 2010 2011 2012 2013* 2014 2015 2016* 2017 2018 2019 2020 2021 Textron now includes TP Beechcraft and Cessna 0 Pro Pilot Daher Pilatus Piper Beechcraft Textron Cessna

32 PROFESSIONAL PILOT / August 2021 JETS ery impressed with Embraer’s sup- mbraer Phenom 300 is an out- Vport team. They’re incredible and Estanding workhorse. It’s very re- extremely attentive. I feel that Phenom liable and easy to fly and maintain. Embraer 100s and 300s are the best bizjets. It’s worth mentioning the great work Cesar dos Santos of FSR Andre Seixas, who delivers all Johann Bordais is ATP. Phenom 100 his technical expertise in a very per- president & CEO of Captain sonal and friendly way. Embraer Services TMA Taxi Aéreo Andre Evangelista & Support – the São José dos Pinhais PR, Brazil ATP. Phenom 300 business unit that integrates the Chief Pilot capabilities of xcellent response is what I’ve re- MPE SA commercial avia- Eceived from Embraer. I’ve had this Rio de Janeiro RJ, Brazil tion, executive, aircraft for about 18 months and have defense divisions, not had the need to replace parts, so I roduct support has been good for and OGMA can’t give scores or comment on that. Pus. I wish Embraer had not cut to provide customers with the best solutions. However, every other aspect of prod- back FSRs and other customer ser- He can be reached at +55 12 3927 3518 or uct support has been superb. vice employees. by e-mail at [email protected]. Lance Ferguson Edwin Bird ATP. Phenom 300E ATP. Phenom 300 & Legacy 500 CEO Owner e operate a Legacy 500, and I Commonwealth Eye Surgery Global Aircraft Consulting Wmust say that it’s an excellent Lexington KY Keller TX aircraft which is also backed up by an outstanding OEM. ur Praetor 500 has been extraor- Peter Warriner Odinary. Embraer has stood behind remendously pleased with our ATP/CFI. Legacy 500 its product 100%. Recently we com- TEmbraer FSR Alessandro Rossi. Chief Pilot pleted an SB to convert a Legacy 450 He’s very useful and always ready to Avesco to a Praetor 500. No other OEM would help with any issues, no matter what Springsure QLD, Australia have done this. It shows a true com- it takes. mitment to their customers. Another Giuliano Mota n my opinion, Embraer is on the right OEM would have said “Great, we’ll ATP. Phenom 100 Iway to the top in product support. sell you a new airplane!” Amazing Pilot Newton Monteiro customer-centricity! Horii Comércio ATP. Praetor 600 David O’Malley e Empreendimentos Chief Pilot ATP/A&P. Praetor 500 Mogi das Cruzes SP, Brazil JAJ Brasil Investimentos Member, Managing e Participações N583KD LLC ery satisfied with Embraer’s tech São Paulo SP, Brazil Cincinnati OH Vreps and tech manuals. How- ever, parts availability needs to be improved, as well as overall product 2021 scores by product division for jets and turboprops support. Bryan Berkbigler Manufacturer Responses Company Spares Cost Speed in Tech Tech Service Overall ATP/A&P. Legacy 500 response availability of AOG manuals reps satisfaction average time parts service Captain The Scotts Co Jets Grove City OH Bombardier Challenger/Global Express 116 7.89 7.45 5.97 7.66 7.86 8.49 7.84 7.59 ur Phenom 300E is such a great Learjet 54 7.34 6.64 5.63 7.13 7.82 8.10 7.50 7.17 Oairplane. I wish Embraer’s tech Gulfstream service were better when calling to GII–V, G300–G700 139 8.83 8.33 6.40 8.56 8.59 8.92 8.57 8.31 get some help. IAI-1125/G100–G280 36 8.53 7.34 5.74 8.03 8.28 8.74 7.92 7.80 Kelly Ross Textron ATP. Phenom 300E Aviation Mgr & Chief Pilot Cessna Citation 203 8.40 7.88 6.34 8.20 8.28 8.54 8.10 7.96 Sterling Computers Hawker Beechcraft* 52 7.10 6.29 5.35 6.64 7.71 7.25 6.85 6.74 Sioux City IA * Includes Beechjet 400, , Hawker 125 series, , Premier

Turboprops lying our Phenom 100 has been Textron Fan amazing experience. Embraer’s product support is always reliable 74 8.11 7.99 6.28 8.01 8.28 8.23 8.21 7.87 and available to operators. Cessna–Caravan, Conquest 13 7.23 6.77 5.67 7.00 7.62 7.58 7.54 7.06 Dov Kribus ATP/CFII/A&P. Phenom 100 Some respondents rated a single manufacturer on 2 or more different models they operate (eg, Pilot & Maintenance Technician Bombardier for a Challenger 604 and Learjet 45). Because of this, there is a small difference Avery Aviation Management between total responses for the overall rankings by type of aircraft rated within the divisions. Laredo TX

34 PROFESSIONAL PILOT / August 2021 Dassault ery pleased with Dassault. It con- alcon Spares continues to strive Vtinues to set the standard that all Fto enhance customer support ini- Dassault Aviation OEMs should want to reach. During tiatives, lower the cost of parts, and Senior VP of 2020 and 2021 we’ve been at 100% increase value to the customer. Tech Worldwide Falcon reliability. Even in the middle of the Rep Tim Adobo is exceptional. He’s Customer Service night, Command Center has people always available, prompt with re- & Service Center on the phone who help with any prob- sponses, knowledgable, and honest Network lem. Our FSR David Bollow continues The entire DFJ tech support is superb! Jean Kayanakis to give great service. I wish the TEB (Teterboro NJ) base can be Mark Jones would look more at the situation, contacted at ATP/A&P. Falcon 2000EX EASy circumstances or scenario, and be +33 67 506 1747 Dir of Aviation more customer-centric with requests. or at Neurosurgery & Endovascular Assn It always has to be a battle. Typically, [email protected]. Milwaukee WI they always do the right thing at the end, but it takes it out of everyone assault is superior by design! involved to get there. We’re so pleased with our Falcon assault is by far the finest aircraft D manufacturer in the industry. The John Alexander 2000LX and the product support that D A&P. Falcon 900 & comes with it. OEM has improved its customer sup- port immensely, and now its AOG ser- Citation Sovereign Andrew Erdle Senior Aircraft Technician ATP/CFI/A&P. Falcon 2000LX vice is the best in the industry. Cost of original parts through Falcon Spares is CDS Equipment Contract Pilot Cincinnati OH Brookeville MD fair, warranties provided on parts are excellent, and tech reps are very friend- think Dassault does a superb job sup- ly and always available. Also, manuals xcellent customer support is what Iporting their aircraft. They’re a plea- have improved over the years, and the Ewe receive from Dassault Falcon sure to work with whenever we need company is catching up with the indus- Jet. Our Falcon 2000LXS provides assistance. try while innovating with apps and elec- very high reliability. David Nelson tronic features. Despite all this, howev- Christoph Probst ATP/A&P. Falcon 2000 & 900EX EASy er, Dassault’s bureaucracy makes all of ATP. Falcon 2000LXS Chief Pilot us dependent on its Command Center, Head of Training & Captain Gama Aviation whose responses are normally not im- Bertelsmann Aviation Kent WA mediate. Overall, Dassault aircraft are Paderborn, Germany reliable, sturdy machines. The only ur flight department has -oper weak point lies in the factory-owned Oated Falcon aircraft since 1983. centers, some of which reflect poorly irframe has been 99.9% reliable, I’ve been with them since 2000. We on the brand and the manufacturer, but Aso we’ve had very few problems replaced a Falcon 50 with our Falcon Dassault is working to make improve- or issues that needed support. 2000EX last year. ments in this matter. Brian Riis Sammy Daulong Jorge Lara ATP/CFII. ATP. Falcon 2000EX ATP. Falcon 7X & 2000LX Falcon 2000LXS Chief Pilot Flight Ops Dir Captain JEB Aviation Corbantrade BostonPost Capital Midland TX Quito, Ecuador Epsom NH

2021 Pro Pilot Corporate Aircraft Product Support Survey 2021 Pro Pilot Corporate Aircraft Product Support Survey

Company response time Spares availability Jets Jets Gulfstream 8.80 Gulfstream 8.16 Embraer 8.64 Dassault 7.98 Dassault 8.52 Embraer 7.72 Textron 8.14 Textron 7.56 Bombardier 7.74 Bombardier 7.27 Turboprops Turboprops Daher 9.48 Daher 8.73 Pilatus 8.96 Pilatus 8.51 Textron 7.98 Piper 8.15 Piper 7.71 Textron 7.80

0246810 0246810 Jet mfrs rated by 100 or more. Turboprop 17 Jet mfrs rated by 100 or more. Turboprop 17

PROFESSIONAL PILOT / August 2021 35 Gulfstream s our aircraft has aged, Gulfst- ulfstream continues to set the gold Aream’s tech reps and maintenance Gstandard in product support for our facilities have gone all out to sup- operations! Gulfstream Custom- port our operations. Hats off to FSR Kenneth Francomano er Support President Jim Beebe and Service Team Mgr Joe ATP. & G280 Derek Zimmerman can be reached at Onesto for such an excellent job. Chief Pilot 912-395-0856, Richard Ferland The Kraft Group or via e-mail at ATP. Gulfstream IVSP Bedford MA derek.zimmerman@ Flight Ops Mgr gulfstream.com. Marsico Aviation aving flown our G650ER for just un- Englewood CO Hder a year now, I’d like to express hat a pleasure to work with the our great satisfaction, not only with the new Gulfstream service center aircraft itself but also with the entire W Gulfstream product support network. ery pleased with Gulfstream and at PBI (West Palm Beach FL). The facil- ity is very nice and customer service is Greg Dyer Vall aspects of product support. I ATP. Gulfstream G650ER believe its service centers worldwide outstanding. They were able to identi- CAM/Captain are top notch. fy a difficult issue and get our aircraft Solairus Aviation John O’Meara back in service quickly. Tracy CA ATP/Helo. Gulfstream G650 Brent Keyes President ATP. O’Meara Aviation Services Dir of Aviation ere in the US West Coast we miss Savannah GA Graham Capital Management HGulfstream’s service centers at LGB Bethel CT (Long Beach CA) and LAS (McCarraran, lying our Gulfstream G550 has been Las Vegas NV). We are very disappoint- Fexceptional. Service and support re- ur TR parts/en- ed that they closed. Many operators ceived from Gulfstream have always Ogineering issue held us up over 2 based in this area feel orphaned by been outstanding. weeks. But, all said and done, I’d still this decision, in spite of the opening of William Bergan rather deal with Gulfstream than any Gulfstream’s service center at VNY (Van ATP/CFII. Gulfstream G550 other OEM. Nuys CA). Captain & Check Airman Stephen Kosiarski Morris Silverman Gama Aviation ATP. Gulfstream G450 & G280 ATP. Gulfstream G650 St Augustine FL Chief Pilot Intl Captain Dominion Energy Visa ulfstream provides great product Chesterfield VA Hayward CA Gsupport for all its aircraft. As with any , I wish cost of parts n my opinion, Gulfstream G650 is a hat can I say? It’s a Gulfstream! was more reasonable. Our FSR David Ivery reliable bizjet. In 6 years of op- WWe’ve been operating Gulfstreams Winkler and Regional Sales Mgr Ross erating it, we’ve never had to cancel for years, and their service support and Pritchard are top notch! a flight. reliability are second to none. Rick Stoulil João Bonatto Jeffery King ATP. Gulfstream G280 ATP. Gulfstream G650 ATP/CFII. Gulfstream G280 Chief Pilot Captain Captain Hormel Foods Aero Rio Owens-Illinois Austin MN Rio de Janeiro RJ, Brazil Swanton OH

2021 Pro Pilot Corporate Aircraft Product Support Survey 2021 Pro Pilot Corporate Aircraft Product Support Survey

Cost of parts Speed in AOG service Jets Jets Embraer 7.69 Dassault 8.63 Dassault 6.79 Embraer 8.52 Gulfstream 6.28 Gulfstream 8.49 Textron 6.12 Textron 7.88 Bombardier 5.91 Bombardier 7.52 Turboprops Turboprops Daher 7.42 Daher 9.11 Pilatus 7.12 Pilatus 8.59 Piper 6.93 Textron 7.86 Textron 6.19 Piper 7.77

0246810 0246810 Jet mfrs rated by 100 or more. Turboprop 17 Jet mfrs rated by 100 or more. Turboprop 17

36 PROFESSIONAL PILOT / August 2021 Textron Aviation rices for parts have been lowered in ouldn’t be happier with our Cita- (including Citation & Hawker Beechcraft) Pmany instances. At the same time, Ction Latitude. It’s an exceptional I’ve noticed a great improvement in re- airplane, and product support provid- Textron Aviation ed by Textron is outstanding. Senior VP of sponse from the manufacturer over the past 2 years. We operators are lucky for Gary Sides Customer Support ATP. Citation Latitude Brian Rohloff is Textron’s support wherever we fly. Chief Pilot responsible for all Michael Herman aftermarket service Comm-Multi-Inst/Helo. Citation CJ3 Shamrock Capital and support Owner & Pilot San Angelo TX for Beechcraft and Bear Air Cessna brands. Lansdale PA ur Citation Sovereign is a great He can be reached Oairplane. It operates out of small- at [email protected] or 316-517-7995. e’ve only owned our Citation CJ1 er airports, gets to altitude reasonably Wfor about a year. And Textron Avi- fast, and has good range. I give our air- ation GSO (Greensboro NC) has been craft and the OEM support a 10! ery pleased with our Citation Sov- great supporting our aircraft. Daniel Carrigan ATP. Citation Sovereign Vereign+ and product support re- Corwin Lindstrom ceived from Textron. A US-made bizjet ATP. Citation CJ1 Chief Pilot is leading the way! Aircraft Mgr & Chief Pilot Mikal C Watts David Kobus Flying Hare San Antonio TX ATP. Citation Sovereign+ Kernersville NC Chief Pilot ave experienced a good response CP Air extron service center at MCO (Intl, Htime on service calls, with min- Kensington CT TOrlando FL) is excellent. We’re also imal downtime. We’re very satisfied very pleased with services provided by with Textron’s aftersale product sup- extron continues to slam it out of the MSU teams. They do a superb job. port. Thanks, Textron! Tthe park with its mobile service Sidney Lassen William Hall units (MSUs). The MSU at LAS has Comm-Multi-Inst. Citation CJ1+ ATP. Citation Sovereign 2 superior mechanics who are true Chairman Line Captain craftsmen. Mesa Service Center IWA Sizeler Companies NetJets (Mesa Gateway, Phoenix AZ) contin- Metairie LA Denver CO ues to get more business than capacity. You might wait a few days for sched- ’ve owned and flown a Citation Mustang een flying Citations for more than 26 uled maintenance, but they’ll get you Ifor 8 years. It’s by far the best aircraft I’ve Byears, and I must state that the ser- on your way the day promised. Cost of ever owned. The Mustang is an incredi- vice and dependability of this aircraft OEM parts is still high, but now they’re bly well engineered design, and it’s a pity have led our company to renew the trending down. that Textron stopped making them. fleet with the same bizjet manufacturer. Patrick Taylor Richard Lemon Mauricio Rodriguez Barquet ATP/A&P. Citation CJ3 ATP. Citation Mustang ATP. Citation CJ4 Dir of Maintenance & Captain Owner & Pilot Pilot Southwest Gas MedEx Westpoint Air Las Vegas NV Middleton WI San Antonio TX

2021 Pro Pilot Corporate Aircraft Product Support Survey 2021 Pro Pilot Corporate Aircraft Product Support Survey

Tech manuals Tech reps Jets Jets Embraer 8.92 Embraer 8.93 Dassault 8.62 Dassault 8.92 Gulfstream 8.55 Gulfstream 8.91 Textron 8.15 Bombardier 8.37 Bombardier 7.86 Textron 8.27 Turboprops Turboprops Daher 9.58 Daher 9.64 Pilatus 8.86 Pilatus 9.24 Textron 8.17 Textron 8.13 Piper 8.00 Piper 7.87

0246810 0246810 Jet mfrs rated by 100 or more. Turboprop 17 Jet mfrs rated by 100 or more. Turboprop 17

38 PROFESSIONAL PILOT / August 2021 e purchased our Citation CJ4 new Bombardier lthough our Challenger 601 is get- Wabout 10 years ago. Textron has al- Ating old, it’s still flying very well. ways been an excellent service partner. We’re pleased with the product sup- We frequent the ICT (Dwight D Eisen- Bombardier VP port received from Bombardier. Customer Support hower, Wichita KS) and IWA service cen- Lynn Allen Anthony Cox ters, and have always had a good experi- can be reached ATP/CFII. Challenger 601 ence. If there is any point of contention, by phone at Chief Pilot it would be with the hydrolock devices 438-374-4425, Allen Aviation installed on the seats. They are expensive or by e-mail at Waxahachie TX and have a short lifespan. anthony.cox@aero. Kevin Savord bombardier.com. pare parts have been taking lon- ATP. Citation CJ4 Sger than usual to arrive due to the Chief Pilot Covid-19 pandemic. However, this is Allied Aircraft ery pleased with our Global 6000. improving slowly as restrictions have Santa Ynez CA VIt’s such a great performer, and it been lifted. comes with excellent support from Richard Lane Poole extron’s 1Call is just as its name sug- Bombardier. ATP. Challenger 604 Tgests. I only need to dial 1 phone num- Terry Tripp Captain ber to get information and be directed to ATP. Global 6000 Executive Airlines the right people to get our issues solved. Captain Lusaka, Zambia Kent Yeager NetJets ATP/CFI. Citation Excel Canton GA Captain e operate a Learjet 45 for our JGB Co ur Challenger 650 may be an old- Wflight department. We find it to Granada Hills CA Oer frame, but it’s the most reliable be a great product backed up with su- of all of them. It’s an excellent aircraft perb product support. ur Citation Latitude is such a great at a fair price and well supported. Lyman Thompson Oaircraft. It’s super popular among Daniel Wolfe ATP. Learjet 45 & Hawker 900XP owners and pilots, and it also comes with ATP/A&P. Challenger 650 Gen Mgr excellent support from the manufacturer. VP & Gen Mgr LET Flight Services Rick Henson Nationwide Grand Rapids MI ATP. Citation Latitude Columbus OH Training Captain ’m very pleased with the service we NetJets lying a Learjet 31A has been a nice Ihave received, especially from our Columbus OH Fexperience, and the maintenance tech rep Chris Richards, who unfortu- support received from the OEM has nately is retiring. I hope the attention been outstanding. We’re fully satisfied and quick response he gave us contin- 2021 Pro Pilot with it. ues in the future. Corporate Aircraft Reinerio Amamio Kevin Williams Product Support Survey ATP. Learjet 31A ATP. Challenger 604 Dir of Ops & Chief Pilot Chief Pilot Job titles of survey Speedy & Reliable Transporter Smith, Vicars & Company respondents Metro Manila, Philippines Charlottesville VA

59 2021 Pro Pilot Corporate Aircraft Product Support Survey

193 329 Service Satisfaction Jets Embraer 8.59 Dassault 8.50 328 Gulfstream 8.47 Textron 7.84 Aviation Dept Mgr, Chief Pilot, Dir of Aviation, Flight Ops Mgr or VP Operations Bombardier 7.77 Turboprops Captain, Line Captain, Daher 9.41 First Officer or other pilot Pilatus 9.00 Owner, Chief Executive, President, VP, General Mgr or other corporate officer Piper 8.20 Textron Maintenance Chief, Maintenance 8.11 Mgr or Mechanic 0246810 Jet mfrs rated by 100 or more. Turboprop 17

PROFESSIONAL PILOT / August 2021 39 TURBOPROPS ave experience with Daher TBM aher goes well beyond traditional H700/900 turboprops, and it’s been Ddefinitions of customer service to en- Daher great. I’m fully satisfied with all - ser sure customer success. They look far away vices received from Daher. on how to maintain the aircraft to serve Daher VP Customer Claudiney Vedoveto us. They see what we need to accomplish & Network Care Comm-Multi-Inst. our mission and make it happen! Charles Holomek is Daher TBM900 /700 Lees Pillsbury located in Pompano & King Air 300/200 Comm-Multi-Inst. TBM 940 Beach FL. His email Pilot Managing Director is c.holomek@ Eloi Vitório Marchett Business Management Services daher.com. Rondonópolis MT, Brazil Ft Lauderdale FL The TBM Care team can be reached at 1-833-TBM CARE during office hours. For after-hours AOG support, the 24-hr Global AOG Hot Line is 1-844-4 TBM AOG.

perating a TBM 940 has been an Oexceptional experience. It’s such a great aircraft, and the aftersale sup- port received is excellent. Jim Thorpe Pvt-Inst. TBM 940 President Spring Brook Marina Naples FL

y experience with Daher could Mnot be better. I’ve owned a Cita- tion Mustang, CJ3, and now the TBM 940, and I’m very pleased with our TBM and the outstanding support re- ceived from the manufacturer. Steven Birdwell Pvt-Inst. TBM 940 Owner GTL Aviation Houston TX

ssistance from Daher in all opera- Ational and maintenance matters is available promptly. I’m pleased with flight and maintenance manuals that are all accessible online and without cost. I must add that new aircraft come with a 5-year or 1000-hour warranty that covers annual inspections, all re- pairs, and the vast majority of parts. Also, a large number of factory up- grades is available from Daher – even for older TBMs. Ian Fries ATP/CFII. TBM 940 President Airborne Wilmington DE

bought my TBM 930 because of Da- Iher’s excellent aftersale service. Bob Verwey Pvt-Inst. TBM 930 Abbott Laboratories Senior Aircraft Technician Anson Mount holds A&P and Comm-Multi-Inst President licenses and has over 40 yrs of maintenance experience and 1200 flight hrs logged. Based on his experience, he is able to rate the aftersale serviced received from Gulfstream – G450, G550 Owasco and G650ER – and Textron – King Air 350i. His survey is 1 of the 1257 forms received for the Pro Oshawa ON, Canada Pilot 2021 Corporate Mfrs Product Support Survey.

40 PROFESSIONAL PILOT / August 2021 Pilatus ically hard on aircraft. When it does Textron Aviation break down, we can always count on Turboprop Piotr “Pete” Wolak Pilatus to help us solve the problem is Pilatus vp for when we can’t just fix it ourselves. The ave had very few issues with customer service. required repair parts are rather expen- Hour King Air B350, and they Wolak welcomes sive, and it can take a very long time were solved quickly. I’m very calls from Pilatus to get them in Roswell if they have to pleased with Textron because parts customers. Opera- come from the factory in Switzerland. and service centers are readily tors can reach However, we always receive the cor- available. him at his office rect repair parts and/or troubleshoot- Tom Dempsey by calling ing and repair advice that we need. ATP. King Air B350 303-410-2720. Eric Allen Captain Wolak’s cell ATP/CFII/A&P. Pilatus PC-12 MDM Air phone is 720-201-3765 and his e-mail is Air Ambulance Pilot [email protected]. Marietta OH Roswell NM ilatus is a good company. It helps till flying our King Air 350i heav- Pyou when issues arise. The man- Sily. It’s holding up despite its ear- ufacturer has great knowledge of its Piper ly days of trouble. We’re very satis- products and aftersale services. And Piper Aircraft VP of fied with Textron’s service center at the fact that the employees have been IND (Indianapolis IN). The team is with the company for years speaks Sales, Marketing & Customer Support prompt and reliable. well for Pilatus’s leadership. Anson Mount Bob Wilson Ron Gunnarson can be reached at Comm-Multi-Inst/A&P. Comm-Multi-Inst. Pilatus PC-12 772-299-2000.­ King Air 350i & Gulfstream Owner Additional contact G650ER/G550/G450 RAW Inc information is Senior Aircraft Technician Memphis TN available online Abbott Labs at www.piper.com. Trout Valley IL n my opinion, Pilatus still does a great Contact your nearest Piper dealer for product Ijob keeping its airplanes flying and its support and service questions. customers happy. ur King Air 200 is 40 years Christopher Anderson perating our Cheyenne IIXL has Oold, so we don’t have a lot of ATP. Pilatus PC-24 & PC-12 Obeen a fantastic experience. interaction with the manufacturer. Captain We’ve been pleased with the aircraft However, the contacts we’ve had Joint Implant Surgeons and the product support received from with them are generally good, ex- Indianapolis IN the manufacturer. cept when we deal with cost of Steve Hahn parts. It’s a good thing there are ave been a Pilatus PC-12 own- ATP. Piper Cheyenne IIXL so many 3rd-party suppliers. Oth- Her for 20 years out of the past 26 Chief Pilot erwise, operating costs would be- years of operations. I’m on my 4th River Air Service come prohibitive. PC-12, and I’ve loved every one of Omaha NE Bruce Rainwater them. Local and headquarters services ATP/CFI. King Air 200 couldn’t be better. iper’s parts availability is good, but Pilot H Henschel Pthe price is usually high – as it is Houston Sigma Pvt-Multi-Inst. Pilatus PC-12 with most turbine aircraft manufac- Richmond TX & Cirrus SR22 turers – but not outrageous. With the newer Piper M600, availability of some Owner e’ve always received good parts from the manufacturer or shops H S Air service for our King Air 300. that can overhaul certain parts, such W Englewood NJ Randy Mayfield as starter generators, is somewhat lim- ATP. King Air 300 ited. This situation causes a very long ased on my experience, some ven- Contract Pilot AOG for even routine maintenance Bdor items are out of the control of Zofor and overhaul. On the other hand, Pip- Pilatus. That’s the reason why you wait Taylors SC for them. However, I must say Pilatus er’s service center is fantastic! I use provides great support. Mangon Aviation at O69 (Petaluma Tim Riley CA). They’re very knowledgeable on all on’t have any tech rep we ATP/CFII. Pilatus PC-12 Piper models, and they’re always help- Dcommunicate with constant- Captain ful and give good and balanced advice ly. However, the Textron service Bay of Dreams Leasing on how to approach maintenance for centers in Australia and Singapore San Diego CA our aircraft. The Piper M600 itself is a provide us with all the support we fantastic platform. Overall, it’s very re- need to continue operating our fly a Pilatus PC-12 for a large air am- liable after the initial gremlins. King Air 300. Ibulance company. It’s an ideal air- Derek Choy Wilfredo Rebibis plane for this mission in this part of the Comm-Multi-Inst. Piper M600 ATP. King Air 300 country. The PC-12 is a tough airplane COO Flight Ops Officer & Pilot that doesn’t break down very often, KRMK & Derek Choy Pacific Global One Aviation even though this kind of work is typ- Dublin CA Paranaque, Philippines

PROFESSIONAL PILOT / August 2021 41