The moment an Airbus helicopter is delivered, one of the company’s primary missions begins: providing customers with the necessary support and services to carry out their operations efficiently, safely and cost-effectively.
Airbus Helicopters’ global customer service network works around the clock to fulfill this mission, bringing tailor-made and competitive solutions to the customer’s doorstep.
Through the HCare service offer, Airbus Helicopters keeps businesses on track and rotorcraft in the skies. Spanning material management, helicopter maintenance, technical support, training and flight ops, and connected services, HCare ensures that each flight is a success and performed with the highest levels of safety.
Not only does this focus cover today’s flights, it covers tomorrow’s as well. As operators’ requirements evolve and their missions become more demanding, Airbus Helicopters continuously adapts its service portfolio to fit customers’ needs.
Airbus’ HCare material management capabilities extend across the globe via a network of some 100 authorized repair and overhaul center, eight logistics hubs or central/regional inventories, and four worldwide customer support center providing 24/7 technical, logistics and aircraft-on-ground (AOG) support.
In addition to structured and robust AOG and warranty support, the company offers three lines of service aimed at ensuring high availability for all in-service Airbus helicopters, and at keeping customers operating at peak performance levels:
- HCare Easy
- HCare Smart
- HCare Infinite
HCare Easy is Airbus' series of on-request catalogue services related to spare parts ordering, repair and overhaul, exchange and rental of components and equipment.
Easy Repair / Easy Overhaul
Airbus Helicopters proposes two types of maintenance service for equipment, dynamic components and blades repair and overhaul – easing customer maintenance operations, reducing downtime and allowing for more predictable maintenance planning.
HCare Easy services include two additional options applicable for major components:
- A reduced and secure turn-around-time (TAT) option
- A cost- and time-effective onsite repair option for minor repairs, through the assistance of Part 145 technician
All services and options are accessible through the Airbus customer portal, AirbusWorld.
Airbus’ Easy Exchange policy responds to the needs of helicopter operators whose missions require maximum availability, offering them the possibility of immediately exchanging a part needing repair or overhaul with another serviceable part. The availability of related parts is secured, and provides more flexibility and reactivity.
The result is optimal operational availability and minimal maintenance downtime – enabling operators to keep their aircraft in the air.
Easy Spare Part
This service, ensuring immediate availability of spare parts, tools and ground support equipment (GSE), is one of the most important keys to successful helicopter operations.
Airbus continuously reviews its helicopter spare parts, tools and GSE delivery performance and adapts its stock and logistics processes, all with the goal of providing customers with maximum parts availability at competitive prices. The company reaches 98 percent of planned spares orders delivered on time worldwide.
HCare Smart’s “by-the-hour” programs offer a solution for all operator types, from low- to high-frequency fliers.
With a fixed rate per flight hour, it enables budget planning and control, enhanced helicopter availability and simpler management thanks to a unique contract.
HCare Smart offers four different programs tailored to customers’ needs:
Repair by the Hour (RBH)
With Airbus Helicopters Repair-By-the-Hour program, components are repaired and overhauled within a contractual turnaround time and for a fixed hourly rate.
This flexible solution allows customers to improve their existing maintenance schedule, while retaining property of their parts. The RBH program includes dynamic components, blades, basic and mission equipment – with this coverage customizable according to customer needs. This service particularly suits military and public service operators.
Exchange by the Hour (EBH)
The Exchange-By-the-Hour (EBH) program offers customers immediate part availability for all unscheduled maintenance events. It is designed especially for moderate fliers who wish to keep their inventory costs low but want maximum part availability. The contract is billed at a fixed hourly rate so that maintenance costs remain predictable.
Parts by the Hour (PBH)
With the Parts-By-the-Hour (PBH) program, Airbus replaces covered helicopter components within a short and contractual lead time for both scheduled and unscheduled events.
This service enables operators to decrease rotorcraft downtime, reduce inventory costs and stabilize maintenance expenses – as the contract is paid at a fixed hourly rate.
Airbus has a dedicated helicopter spare parts pool to support PBH customers. Parts are stored and distributed through a large logistics network located on all continents.
Full by the Hour (FBH)
The Full-By–the-Hour service, on top of PBH coverage, includes the supply of consumables and non-repairable parts needed to carry out curative and preventive aircraft maintenance.
HCare Infinite's services offer has three main packages including material management, technical, and maintenance services associated with contractual performance commitments. The proposed coverage goes up to all-inclusive turnkey solutions with a full fleet availability commitment according to customers’ requirements.
It is designed for customers who want to fully transfer maintenance operations and risks to industry in order to focus solely on their missions. Airbus takes care of the rest, from A to Z.
Other support and services
Airbus makes ordering spare parts easier than ever. Customers can order their parts via AirbusWorld with the e-ordering service, which provides faster quotations and streamlined communication of the price, the lead time and the availability of a part through an illustrated online catalogue.
Worldwide Stock Management
Customers benefit from Airbus’ worldwide stock management policy, designed to ensure the right parts are available at the right time, and at the right place for each and every operator. The company is committed to increasing the level of its spares service through strong commitments on delivery lead times for planned orders.
Tools and Ground Support Equipment (GSE)
Spare parts include tools and ground support equipment. Airbus is working on the adaptation of its solutions according to operators’ return on experience from the field.
Many improvements are proposed to make maintenance providers' lives easier, and to contribute to better efficiency in the maintenance of their helicopters.
The suite of specific tools and GSE to perform O and I maintenance level inspections, and the associated services that Airbus Helicopters offers to support fleet operations, are illustrated in commercial catalogues.
These catalogues have been customized by helicopter family.
To facilitate the search, they have been structured either by ATA classification or by tool family.
An Unmatched Global Logistics Network
Airbus has built an unrivalled global helicopter spare parts delivery network comprised of eight logistics hubs and central/regional inventories in France (Paris and Marignane), Germany, the United Kingdom, China (Hong Kong), Brazil, Mexico, Australia and the United States, along with a global network of customer center and distributors.
Airbus' helicopter logistics field representatives (LFRs) are specialized experts who help customer teams operate more efficiently.
The LFR serves as the customer’s single point-of-contact at Airbus for material management needs in their country.
The LFR is fully dedicated to maintaining top-level logistic performance. Their scope includes improving logistic flows and administrative patterns, aligning forecasts to maintenance planning, following up with repairs – including turnaround times and core units – managing warranty claims, and coordinating transport of spare parts.
Depending on the operator’s specific needs, LFRs can be embedded directly on customer premises to manage either just one part of the supply chain (such as warehousing or transport), or the entire flow.
Airbus Helicopters Inc. does everything possible to support helicopter customers when they need it the most. The company’s AOG department is customers’ around-the-clock point of entry for Aircraft On Ground situations.
A team of specialists in their respective fields (technical, logistics, quality, shipping, etc.) are answering customers’ most urgent requests 24 hours a day.
Reach the AOG department by contacting Airbus Helicopters Inc.'s customer service:
Airbus’ comprehensive helicopter warranty policies are designed to provide peace of mind for customers when they purchase a new rotorcraft, spare parts and repair and overhaul services.
Under HCare, Airbus offers enhanced warranty conditions across the civil product line. Coverage has been extended to three years or 2,000 flight hours – with labor included during the first year after delivery.
These warranty conditions are effective for rotorcraft delivered from 1 January 2015. The new warranty coverage reflects the confidence Airbus Helicopters has in its products and its commitment to finding new ways to better satisfy its customers.
Warranty claims in general are managed by the company’s four customer service centers, available by phone 24/7.
Claims can be placed, and tracked in real time, using Airbus’ eWarranty Claims service, available worldwide on the Airbus customer portal, AirbusWorld.