Airbus concentrates customer care center in one place

Airbus will open a new Customer Care Center in Toulouse in December, where at one location some 1.000 engineers from Customer Services, Engineering, and Suppliers will offer in-fleet support to airline customers. The aim of co-locating the teams is to improve the efficiency and speed of its services. Airbus concentrates customer care center in one place.

“It is the accumulation of some over 1.000 engineers who are working already today at Airbus but at different organizations and in different buildings. We are going to co-locate them all,” said Klaus Roewe, Head of Airbus Services during an online media event on October 14. “The mission of this all is to take of our customers 24 hours a day, seven days a week for whatever comes along. It can be reactive support because a customer for a reason has an aircraft-on-ground (AOG). It can be to improve our corrective support when there are major in-service problems. But it can also be anticipated support, which means we are being prepared for something that hasn’t occurred yet.”

Currently, Airbus Services

has a structure that includes seventeen Flight Operations Centers across the world. Primarily for language reasons as well as to cover the local market best, the FOC in Beijing will be kept on as a dedicated center. But the other centers will be co-located and also include key suppliers “because in many cases, suppliers are involved in technical assessments.” The new center will remain digitally connected to regional teams. Airbus will also invite airlines into the new Customer Care Center “which will help us better understand how they work and operate so that we can continuously improve our service.” Airlines have been closely involved in the new structure and according to Roewe are happy about the new format.