Priorities — Bombardier

PrioritiesMAY 2013

DedicatedBombardier Support

Closer to YourOperation

Newly strengthened Bombardier Customer Services teams

around the world are delivering faster response times and

better performance closer to your base of operations.

WHY OUR SMART PARTS PAGE 5 PROGRAM IS SMART BUSINESS

COUNTDOWN TO CSERIES ENTRY PAGE 6 INTO SERVICE ON TRACK

SERVICE CENTRES CONTINUE PAGE 9WINNING STREAK

CONVERSIONS OPEN DOORS PAGE 10 FOR CARGO OPERATORS

CUSTOMER EVENTS FOCUS PAGE 4 ON EMERGING REGIONS

NAVIGATION SYSTEM UPGRADES PAGE 8 ON THE WAY

INSIDE THIS ISSUE

Taking Global Expansion

to the Next Level It’s hard to overestimate the value of having Bombardier support services close to your home

base. That’s why, for more than five years now, we have been systematically expanding beyond

our traditional base in North America to other parts of the world.

Now we’re taking this expansion to the next level by moving key members of our senior

management team into the field. (See the article on the facing page.) For you, more decen-

tralized decision making will mean quicker response times, a better grasp of priorities in your

region and stronger relationships with us. I believe you’ll see a difference.

Our 2013 event calendar is a strong reflection of our focus on worldwide regional growth and

world-class service. (See page 4.) At the end of May, we will bring together the European

community of Q-Series, CRJ Series and CSeries aircraft customers in Munich, Germany, for

the first All Series European Regional Review. The event will focus on relevant topics for

Bombardier operators based in Europe, and I look forward to seeing many of you there.

At the same time, the CSeries aircraft program is making excellent progress as we approach

first flight. Read our article on pages 6 and 7 to find out how Bill Molloy, Director, CSeries

Customer Services, and his team are achieving critical milestones to support this new aircraft

well ahead of entry into service.

You have already told us that you appreciate our ongoing efforts to improve and broaden

access to our support services. The results of our Customer Engagement Survey, which polled

some 60 airlines last fall, showed a three-per cent increase in overall engagement (one of the

key indicators of your overall satisfaction). Your opinions figure prominently in our decisions,

and I thank you for your feedback. We are still some distance from our goal of achieving

best-in-class level by 2015, but we are determined to get there.

As the articles in this issue of Priorities attest, we are working on all fronts to improve your

experience as a Bombardier customer. Thank you for reading, and, as always, I welcome

your feedback.

Bombardier, CRJ, Q-Series, CSeries, CS100, CS300, Dash 8, Q200, Q300, Q400, CRJ700, CRJ900, CRJ1000 and Smart Parts are trademarks of

Bombardier Inc. or its subsidiaries. Printed in Canada on recycled paper. Copyright © Bombardier Inc. 2013.

Priorities is published by Bombardier Customer Services, 123 Garratt Boulevard, Toronto, Ontario, Canada M3K 1Y5

Please send us your feedback: [email protected]

50%

Todd YoungVice President, Customer Services and Support

Bombardier Commercial Aircraft

Stevie Award Recognizes Our ProgressOnce again, in 2013, Bombardier Customer Services for Commercial

Aircraft is the proud recipient of a Stevie Award. The Bronze Stevie

was awarded in February in the Sales & Customer Service (Airline,

Distribution and Transportation) category. The award recognizes our

commitment to delivering better support with 24/7 communication

through our Customer Response Centres, improved aircraft reliability, enhanced online support through

www.iflybombardier.com and unique customer and supplier initiatives.

2 | PRIORITIES MAY 2013

Management activities as well as overall lead-

ership of the Customer Liaison Pilots team.

“A cornerstone of our You. First. promise is

being responsive as a service and support

organization,” adds Young. “This new

model will enable us to listen to and act

on our customers’ needs more effectively,

wherever they are based.”

Customer Services and Support functions –

Technical Publications, In-Service Supplier

Management, Warranty, Business Planning,

Maintenance Engineering, In-Service

Engineering, CSeries Customer Support

and International Business and Aftermarket

Programs – will remain in their current

organiz ational models and

will support process and

workflow enhance-

ments to facilitate

the new regionalized

structure. ■

Our focus on improving customer support

in the regions where our customers operate

took a major leap forward recently with the

restructuring of the Commercial Aircraft

Customer Services and Support team along

regional lines.

Under the new model, the world is divided

into three regions – Americas; Europe, Africa,

Middle East and Russia/Commonwealth

of Independent States (CIS); and Asia-

Pacific – with a senior manager in the role

of Customer Support Director based on site

in each location.

“The new model is designed to boost our

ability to make quick decisions and improve

our responsiveness at the regional level.

Our leaders on site will be better positioned

to build stronger relationships with our

customers and take regional considerations

and resources into account,” explains Todd

Young, Vice President, Customer Services

and Support, Bombardier Commercial

Aircraft.

Each new director assumes overall

accountability for in-service customer

satisfaction in the region and will lead all

key resources deployed within or dedi-

cated to serving the region, including

the Regional Support Offices, Customer

Support Account Managers and Field

Service Representatives. The directors are

also responsible for ensuring alignment

with all in-region team members that report

directly to other customer support func-

tions, including In-Service Engineering,

In-Service Supplier Management and

Customer Liaison Pilots.

In addition to regional supervision, Martin

Elliot and his team will assist with fleet-wide

customer support, prioritizing customer

queries and ensuring that consistency in

overall communication is achieved.

Dario Leone has taken on the newly created

position of Director, Customer Services

Operations Support. He is responsible for

Fleet Services, Entry Into Service, Mobile

Repair Team and Out-of-Service Event

Stronger Leadership in the Field Yielding Better Service

A new regional leadership structure for the Customer Services and Support team was rolled out in March, and the changes promise to substantially increase the speed of decision making in the field.

Dario Leone, Director, Customer Services Operations Support

Amod Kelkar, Director, Customer Support, Asia-Pacific, based in Singapore

Paul J. Thompson, Director, Customer Support, Europe, Africa, Middle East and Russia/CIS, based in Munich

Martin Elliot, Director, Customer Support, Americas and Regional Alignment, based in Toronto

PRIORITIES MAY 2013 | 3

STAR Awards will be determined as a result of

their performance on measures that impact the

customer experience, including in-service issues,

costs, quality and parts services.

Coming Up – South Africa, Russia and Asia-Pacific In the second half of 2013, the support team for

commercial aircraft will also host Regional Reviews

for Q-Series and CRJ Series aircraft operators

in Johannesburg, South Africa, and Moscow,

Russia. Asia-Pacific Regional Reviews will be held

for CRJ Series aircraft operators in Chongqing,

China, and Q-Series aircraft oper ators in Osaka,

Japan. For details, please visit our events website

at http://events.aero.bombardier.com/bca

Recent Success – Q-Series Oceania Regional Review The annual Oceania Regional Review, held in

Sydney, Australia, in February, once again proved

to be an ideal opportunity for operators to delve

into topics specific to Oceania and to get up to

speed with the latest Q400 aircraft technical and

maintenance information as well as Q-Series after-

market initiatives. Representatives from 10 airlines

(including QantasLink, Air Niugini and SpiceJet

Airlines), together with dozens of suppliers and

more than 20 representatives of the Bombardier

Customer Services team, were on hand for the

two-day event. ■

“This year’s event calendar is a strong reflection

of our focus on worldwide growth and world-class

service,” says Éric Martel, President, Bombardier

Customer Services.

All Series European Regional Review – Munich, Germany This year, the premier event for commercial aircraft

operators is the All Series European Regional

Review, taking place in Munich, Germany, from

May 28 to 30. The region-wide meeting brings

together the European community of Q-Series,

CRJ Series and CSeries aircraft customers, and

the focus is on operational and maintenance

updates as well as emerging regulations affecting

Bombardier operators in Europe.

A special evening at the conference has been set

aside to honour the industry-leading perform-

ance of top Bombardier aircraft operators and

suppliers, with the presentation of the 2013 Airline

Reliability Performance Awards and In-Service

Supplier Top Achievement Recognition (STAR)

Awards. Both awards programs are highly

respected in the industry and regarded as a mark

of distinction by the recipients and their stake-

holders. To win, each airline must have attained

an average dispatch reliability rate of 99 per

cent or better on revenue passenger flights in

2012 in addition to the highest dispatch reliability

performance in their respective product class

and region. This year, recipients of the In-Service

Commercial Aircraft Events Expand to

Emerging RegionsThe Bombardier

Customer Services team is hosting a series of

technical sessions and round-table discussions

around the world – all geared toward ensuring

that customers derive increased operational

value from their aircraft.

Our global support network is spreading its wings in Africa through our sustained investment

and focus on the continent.

First African ASF – Johannesburg, South AfricaIn November 2012, Bombardier appointed its first Authorized Service Facility (ASF) for

commercial aircraft in Africa. Johannesburg-based South African Express Airways (SA

Express) is now offering maintenance services for CRJ100, CRJ200 and CRJ700 regional

jets as well as Q400 turboprops and other Dash 8/Q-Series aircraft.

Construction Under Way – MoroccoBombardier is also expanding manufacturing into Africa. Plans are well under way for the

construction of a manufacturing facility in Morocco, announced in November 2011. The plant is

expected to include a workforce of approximately 850 people by 2020. Bombardier recently

began production of simple aircraft structures (including flight controls for the CRJ Series

aircraft) at a transitional manufacturing facility in Morocco.

Focus on

Africa


Enrolment in the Smart Parts program for Q400

aircraft has spiked in recent years. Why?

When the program was launched in 2008, we

had 17 aircraft enrolled. Four years later, we have

close to 100, spread across the globe. That’s a

400-per cent increase. We’re now the market

leader. Our customers realize that when they

need a part, they are going to get it.

As the manufacturer, we can draw on multiple

sources for major line replaceable units (LRUs)

other than our suppliers. We have our own stock,

our production inventory and an exchange pool

in addition to components in reserve, and we are

a single source. Plus, we have a vested interest in

helping our customers to improve their dispatch

reliability, and all of this is available at or at

about the same cost as what’s provided by our

competitors.

What do customers appreciate most about

Smart Parts?

Maintenance executives want to get the aircraft

back in the air as fast as possible, so they appre-

ciate the guaranteed availability of parts. CFOs

focus on the financial benefits of Smart Parts.

They can predict the cost for major LRUs over a

5- to 10-year term and budget accordingly. Plus,

LRU inventory demands a considerable capital

Smart Parts Program for Q400

Benefits that Maintenance and Finance Executives Can Agree On

outlay and they appreciate being able to spread

the investment over the term of the agreement.

So there’s something for everyone.

Customers can tailor Smart Parts coverage to suit

their needs. What are the main options on offer?

There are four main options requiring varying

investment levels in inventory and priced on a

scale of cost-per-flight-hour rates:

■ Component Repair and Overhaul (CR&O).

Smart Parts charges a fixed cost per hour to

manage the repair of eligible components that

have been removed, including the cost to return

them to serviceable condition.

■ Exchange Pool. The coverage is the same

as above except that Smart Parts immediately

provides a replacement unit from a centrally

located pool of inventory.

■ On-site Inventory. Bombardier manages an

inventory of close to 400 major LRUs (depending

on the scope) on the customer’s premises,

requiring limited initial provisioning by the airline.

■ On-site Representative. A Parts Services

customer account manager is present on the

customer’s premises to manage inventory,

component replacement and returns. ■

“Smart Parts has allowed

us to introduce a new aircraft

type to our fleet without the

typical capital outlay for

spare parts inventory

acquisition and warehousing.

Plus, we are able to predict

our component maintenance

costs per flight hour over the

next several years.”– Richard Steer, Vice President, Maintenance and

Engineering, Jazz Aviation LP

“The customized support

and the close proximity of

Bombardier’s Frankfurt

parts warehouse to our base

in Luxembourg help us offer

reliable and punctual service

to our customers.”– Horst Lenhard, Vice President, Technical Services, Luxair Société Luxembourgeoise de

Navigation Aérienne S.A.

Whether you operate a large fleet or a single Q400 aircraft, you need to be able to count on having the right parts available when and where you need them.

Bombardier’s popular Smart Parts cost-per-hour

program leverages our global parts distribution

network to ensure that you get preferred access

to more inventory – all while allowing you to

predict traditionally variable component costs

and minimize your investment in inventory. What’s

not to like? We talked to Mike Lewis, Director,

Sales Support and Operations in Customer

Services, to find out more.


With the first test flight set to take place soon, the

CSeries aircraft program continues to meet key milestones and move

steadily toward the all-important flight test phase.

At the same time, the Customer Services team

has been working collaboratively with the various

CSeries aircraft teams to make sure the necessary

support services for the new aircraft are ready

well in advance of entry into service (EIS) in 2014.

Major deadlines in 2013 “There’s a lot to be done, and it’s critical that we

stay ahead of the schedule. That’s why our main

focus at the moment is on the initiatives with the

longest lead times,” says Bill Molloy, Director,

CSeries Customer Services. “I’m pleased to report

that we’re on track with our critical milestones and

we are monitoring our progress on a daily basis.”

Consider this:

■ Simulators have to be ready and in place as

pilot training commences four months prior

to EIS.

■ Customers have to start budgeting for spare

parts provisioning so the parts list has to be

available at least 12 months ahead of EIS and our

Illustrated Parts Data Publication has to be ready

in the next few months.

■ Our maintenance program must be available

six months in advance of EIS, to allow for regula-

tory authority approval.

Even as Bombardier applies modifications to

the CS300 and CS100 models, the CSeries

program continues to maintain its critical

path toward entry into service in 2014. An

extra-capacity seating option on the CS300

airframe, to accommodate up to 160 seats,

was announced in March. Shown at the left

is the first CSeries test vehicle, which has

successfully completed the first full powering

on of the main electrical distribution system.

The two most significant wing static tests

required for first flight were also completed

in March.

Countdown to Entry into Service:

On Track with Critical Milestones

CSeries Aircraft Support


These are only some of the most pressing items –

those with the longest lead times. Parallel efforts

include laying the groundwork for the other pillars

of customer support, such as start-up support,

supplier management and technical support.

As with any new aircraft program, the order of

magnitude is considerable.

“Readiness is an intricate balance between

meeting immovable deadlines and dynamic

factors such as ongoing updates coming from

aircraft and supplier test results and configuration

changes,” observes Molloy.

As a result, the team is not taking its eye off the

ball even for a moment.

Pilot TrainingBased on current orders, some 80,000 hours

of initial pilot training will be scheduled on the

two devices (one full flight simulator and one

fixed training device) that are being set up at

Bombardier’s Montréal Training Centre and

with the authorized training providers (ATPs).

Bombardier is also supporting the building of

additional simulators through its ATP, Lufthansa

Flight Training.

Parts Services The initial provisioning list is slated for delivery

to customers at the end of May. More than 3,000

parts have already been identified and more than

1,500 have been added to the system. All parts

are on track to be added by the end of this year,

and orders for long-lead-time parts were placed

in April to ensure that they are available well in

advance of EIS.

– Bill Molloy, Director, CSeries Customer Services

“…our main focus at the moment is on the

initiatives with the longest lead times. I’m pleased to report that we’re on track with our

critical milestones.”

Technical PublicationsSignificant investments have been made in

manpower and productivity tools to ensure the

delivery of the more than 16,000 data modules

required for the aircraft’s flight and maintenance

manuals by EIS. First up is the Illustrated Parts

Data Publication, the first draft of which is on

track for delivery in June. All of the aircraft’s tech-

nical publications will comply with the S1000D

international standard and allow customers to

benefit from real-time publications and data reuse

between information sets, among other things.

Maintenance EngineeringA dedicated team oversees the task of defining

the maintenance requirements for each aircraft

system, in conjunction with customers, suppliers

and regulatory authorities. The process is well

under way, with more than 75 per cent of the

maintenance items approved and seven of the 10

industry steering committees completed. Initial

aircraft maintenance requirements are on track

for submission to Transport Canada by the end

of 2013.

Clearly the CSeries Customer Services team is in

full execution mode and is on track to meet all

of the major deadlines in 2013.

“Right now we’re doing a lot of the

spadework needed to build a solid foun-

dation,” Molloy points out. “We will soon

embark upon a series of EIS readiness

meetings with our customers, and

we look forward to exceeding their

expectations.” ■

Countdown to Entry into Service:

On Track with Critical Milestones


It’s a phenomenon that is challenging to model

for the appraiser community, according to Delio

Petohleb, Sales Director, Asset Management

Group, Commercial Aircraft.

“It’s a seller’s market. Demand is high in the

secondary market, and there are very few of

these aircraft being offered for sale,” Petohleb

says. “Moreover, market lease rates are holding

firm – and actually increasing in the case of Dash

8-100 models.”

There’s good reason for that. After 25 years of

production, some 580 Dash 8/Q100/200/300

aircraft are still flying. Bombardier’s Extended

Service Program – now available for the Q100

model and under study for Q200 and Q300 –

enables operators to lengthen service life by 50

per cent. Plus, the market places a high value on

their performance characteristics.

When the retrofit service bulletin is implemented this summer, the first of Air Nelson’s fleet of 23 Q300

aircraft will meet the U.S. Federal Aviation Administration’s next generation navigation standard,

known as Wide Area Augmentation System (WAAS) or Satellite-Based Augmentation System (SBAS).

In a nutshell, WAAS enhances the standard GPS signals so that approaches are substantially more

accurate – more than four metres both laterally and vertically and with velocity measured to within

a fraction of a knot – resulting in a dramatic reduction in fuel burn and pilot workload.

WAAS capability also paves the way for the addition of more functionality, such as next generation

en route navigation and landing, currently being developed for the Q400 aircraft platform.

With more than 580 Dash 8/Q100/200/300 aircraft in the field and new regulations coming into

effect, the Bombardier team estimates that demand for the retrofit will be high.

For more information on this service bulletin please contact our 24/7 Customer Response Centre at

[email protected] or 416-375-4080. ■

“Out-of-production Q-Series aircraft have a solid

reputation for robust yet forgiving operation,

reliable performance and ease of maintenance

off base. Combined with a broad geographic

operator base that continues to expand, they are

proving to be popular with second-tier lessors,”

explains Petohleb.

Meanwhile, the Q400 aircraft are also enjoying

the turboprop economic renaissance as they

continue to hold to originally predicted values

in the market.

Bombardier is actively working with several

operators (and seeking new ones) to expand the

Extended Service Program to the Dash 8/Q200

and Dash 8/Q300 fleets. The project will leverage

much of the engineering and processes from

the Dash 8/Q100 Extended Service Program. ■

Appraisers Find Rising Residual Values

a Challenge to PredictWith the turboprop economic renaissance of the past few years, the residual values of out-of-production Q-Series turboprops have been on the rise. In fact, as these aircraft increase in flight hours, their residual values keep going up, appreciating beyond predicted values.

As part of Bombardier’s commitment to support the Dash 8/Q100, Q200

and Q300 aircraft and customers around the

world, a team of avionics engineers has been hard

at work since January developing new hardware and software to upgrade

the flight management system (FMS).

– Delio Petohleb, Sales Director, Asset Management Group, Commercial Aircraft

“Demand is high in the secondary market, and there are very few of these aircraft being

offered for sale.”

Retrofit to Bring Next Generation Navigation Capability


Q400 Advanced Navigation Capabilities Used to Test Green Flights for Turboprops

Service CentresContinue Winning StreakBombardier’s eight wholly owned service centres in the U.S. were awarded the

2012 Aviation Maintenance Technician (AMT) Diamond Certificate of Excellence,

the industry’s highest honour for aviation maintenance. The U.S. Federal

Aviation Administration sponsors the award, which is presented annually to

U.S.-based AMT employers that take a proactive role in the training completed

by their technical workforce. For more than a decade, Bombardier’s service

centres – spearheaded by our Hartford facility’s 14 consecutive awards – have

consistently earned the Diamond Certificate of Excellence. Bombardier employs

more than 2,000 people at its eight service centres in the U.S. Five employees

– from Fort Lauderdale, Wichita, Hartford and Tucson – were also recognized

with the individual honour of Gold Certificate of Training.

Online Tools Deliver True ValueSince the start of our Go Digital Initiative in 2004,

the Technical Publications team has been able

to significantly reduce the amount of paper it

disseminates annually from 76 million paper

impressions down to less than 10 million.

The foundation for this success has been the

Digital Data Navigator viewing tool developed by

Bombardier. Navigator gives the user a robust tool

set for managing updates to Bombardier manuals

and also allows users to manage and insert their

own documentation directly into our manuals.

Last year, we rolled out Online Technical

Publications (OTP). Updated daily, OTP offers

instant subscription-managed access to the

manuals on www.iflybombardier.com and is an

excellent complement or, in some cases, alterna-

tive to an in-house system.

“These tools offer our customers exceptional

value, and there’s a lot more where that came

from,” says Technical Publications Director,

Jeffrey MacDavid. He and his team will be on

hand during the upcoming Digital Data Advisory

Council events in Toronto (June 19 and 20) and

Munich (September 18 and 19) to provide you with

details on enhancements to Aircraft Diagnostics

Solutions Plus (ADS Plus), the release of Navigator

V1.5 and the introduction of FTP (File Transferable

Publications). ■

The new greener procedures are being established and validated using the advanced navigation capabilities of our Q400 NextGen turboprops.

Latvian national airline airBaltic has begun a pilot project to operate Europe’s first

green flights for turboprop aircraft, and the carrier’s Bombardier Q400 NextGen

fleet, with its advanced navigation capabilities, is at the heart of the trial.

The Arrival Modernization for Better Efficiency in Riga (AMBER) project, announced

earlier this year, aims to introduce more environmentally friendly approach procedures

at Riga International Airport through shorter distances flown on approach and flight

paths that reduce noise over residential areas. The new trajectories are expected to

trim up to 30 nautical miles off the approach being flown today and to reduce CO2

emissions by up to 300 kilograms on every Q400 aircraft flight.

“The procedures will also be applied to our Bombardier CSeries jets (which we will

introduce into service in 2015) and provide further benefits for operations out of

Riga, on top of their unmatched fuel efficiency,” says Captain Pauls Calitis, Vice

President, Flight Operations, airBaltic.

Following a simulator-testing phase, a target of 100 flight trials will be carried out

over the summer 2013 period, and the CO2 savings will be analyzed and published

as a baseline for green turboprop operations. ■

Latvian carrier airBaltic is demonstrating how commercial carriers can reduce their impact on the environment through greener flying.


If Aeronautical Engineers, Inc. (AEI) of Miami has

anything to do with it, dozens of reconfigured

CRJ100 and CRJ200 jets will soon be speeding

time-sensitive cargo loads farther and faster

than other regional cargo aircraft currently flying

mid- to long-haul routes. The vision is based on

AEI’s recently launched Special Freighter (SF)

conversion program that features the addition of

a 94" x 77" cargo door, large enough to accom-

modate palettes, containers and interline freight.

The program was launched after the successful

completion of a research agreement between

AEI and Bombardier to study market interest in

equipping the CRJ100 and CRJ200 aircraft with a

large cargo door that would enable operators to

greatly expand the type of cargo they haul by jet.

Strong Business Case“We have been studying the market for the SF

conversion over the past year, and there has been

strong interest expressed by a significant number

of operators around the world,” says Bob Convey,

Vice-President, Sales and Marketing, AEI, which

specializes in passenger-to-freighter conversions

for a wide array of aircraft, including the Boeing

737-300 and 737-400 and the McDonnell-Douglas

MD-80. “All indications are that the timing is just

right for this program.”

The versatile CRJ aircraft have already proven

their worth as freighters in the mail and express

parcel industry with cargo operators such as West

Atlantic of Sweden and Estafeta Carga Aérea of

Mexico. They can cover a larger catchment area

(166 per cent larger, in fact) in the same amount

of time as the aircraft that currently serve regional

routes. Plus, they are economical to operate, easy

to staff and well supported by global training

services, a large spare parts distribution chain

and a solid service centre network.

Making the business case even more compelling

is the cost of an SF conversion – estimated at

between US$1.6 and US$1.8 million.

Moderating Prices“Prices for the high-performing CRJ100 and

CRJ200 aircraft have been moderating as airlines

transition to larger regional aircraft,” points out

Bombardier’s Delio Petohleb, Sales Director, Asset

Management Group, Commercial Aircraft. “When

you combine the low aircraft acquisition cost, low

conversion cost, jet speed/range capabilities and

now a large cargo door for both containerized

and unconventional cargo, the CRJ100/200 SF

jet offers a very attractive value proposition for

regional feed operators.”

AEI, having successfully entered into a licence

agreement with Bombardier as a Third Party

Supplemental Type Certificate (STC) provider

for the CRJ SF conversion, has already begun

its first SF conversion on a Bombardier-owned

CRJ200 aircraft that will be used to showcase

the SF option. Certification is planned for 2015.

Founded in 1958, AEI has developed more

than 120 STCs, and over 375 aircraft have been

modified with AEI STCs – more than any other

conversion provider. ■

– Bob Convey, Vice President, Sales and Marketing, AEI

“All indications are that the timing is just right for this

program.”

Just as the introduction of Bombardier’s CRJ100 and CRJ200 aircraft revolutionized the traditional hub-and-spoke model for passenger flights, the passenger-to-freighter conversion of these high-performance jets is poised to open up new possibilities for cargo operators.

CRJ100 and CRJ200

Large-Door Conversionsto Broaden Horizons for Cargo Operators


Orders and Support Agreements Among Recent HighlightsIn recent months, customers around the world have placed orders, converted options and signed major support agreements for Bombardier commercial aircraft products and services.

Toronto-based Porter Airlines signed a conditional purchase agreement for 12 CS100 airliners with options for an additional 18 aircraft.

Nordic Aviation Capital A/S (NAC) of Billund, Denmark, agreed to acquire four Q400 NextGen airliners to be operated by airBaltic of Latvia.

Moscow-based leasing company Ilyushin Finance Co. signed a purchase agreement to acquire 32 CS300 airliners with options for an additional 10 aircraft.

Yakutia Airlines, a domestic passenger carrier based in the northeast region of Russia, took delivery of the first of three Bombardier Q400 aircraft.

Qantas Airways, Australia’s largest airline, placed a firm order for three Q400 NextGen turboprop airliners.

airBaltic of Riga, Latvia, placed a firm order for 10 Bombardier CS300 airliners. The airline also has purchase rights for an additional 10 CS300 aircraft.

Bombardier expanded its parts depot in Dubai and introduced parts returns and parts exchanges, new capabilities at its Frankfurt parts hub. (See article above right.)

Delta Airlines of Atlanta, Georgia, placed firm orders for 40 CRJ900 NextGen aircraft with options for 30 more for operation by Delta Connection Carriers.

An undisclosed customer in China signed a purchase agreement for seven CRJ700 NextGen aircraft. More than 100 Bombardier aircraft are currently operating in Greater China.

Republic Airlines enrolled its fleet of 32 Q400 aircraft in Bombardier’s Q400 Smart Parts program and signed an exclusive maintenance contract for the same aircraft.

RwandAir of Kigali ordered one Q400 NextGen turboprop airliner and took delivery of the first of two CRJ900 NextGen regional jets.

Bombardier delivered the first of six CRJ1000 NextGen regional jets ordered by PT Garuda Indonesia (Persero) Tbk, the aircraft’s launch customer in the Asia-Pacific region.

Frankfurt Hub Delivering Faster Parts Service Customers in Europe, the Middle East and Africa are seeing more

parts and faster turnaround times as a result of changes at our

parts facility in Frankfurt, Germany. The Frankfurt hub has been

accepting returns and exchanges of parts directly from customers

as well as certifying parts and receiving shipments directly from

vendors for close to a year now.

“We have evolved from a simple warehouse operation into a

fully functional parts hub, which means we are able to offer our

customers more options and faster execution,” says Thorsten

Kusch, Director, Distribution, Bombardier Customer Services.

The changes have significantly reduced the turnaround time for

repairs and sped up billing and crediting processes for customers.

One-third of Bombardier Aerospace’s overall returns business

is now being handled in Frankfurt. The fully functional hub also

means more inventory is now available within the region, resulting

in faster delivery of parts, easier customs clearance and lower

costs associated with duties, taxes and brokerage fees.

The Frankfurt hub is the first step in a five-year plan to decentralize

our parts distribution capability by establishing regional hubs

outside North America. ■

Bombardier CR&O: Experience Matters This year Bombardier’s Component Repair and Overhaul (CR&O)

services celebrate 50 years of providing airlines with the highest

quality support. Whether your business is a budget, charter,

government-owned or cargo airline or if you have a single or mixed

Bombardier, Airbus or Boeing fleet, we can help.

Experience matters when it comes to CR&O. Backed by more

than 100 years of aerospace design and manufacturing expertise,

Bombardier’s highly skilled technicians have access to OEM engin-

eering as well as exclusive rigs and tools to restore parts to their

original specifications at a fraction of the cost of replacement parts.

Our services include spare parts supply and component repair

(including repair to engine nacelles, flight control surfaces, landing

gear and brakes) as well as technical support (including in-service

engineering and technical publications revision services).

What’s more, through our CR&O facilities in Europe and North

America and a strategic alliance in Asia-Pacific, you have access

to Bombardier expertise in your region.

To learn more about our services and capabilities, please visit

http://mro.aero.bombardier.com/contact-us.aspx or email

[email protected] ■


BCA_4735_13_Change_Changes_Everything_Ad_8_5x11_F.indd 1 2013-04-10 12:28

Priorities — Bombardier

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