Twenty-four hours a day, seven days a week, Airbus’s recently opened customer care center serves as a “mission control” facility to support more than 1,000 clients worldwide, including airlines, lessors, and repair organizations. The facility, which has been optimized for team integration through open-plan spaces and shared-use areas, has as its focal point a multidisciplinary room on the ground floor, twice the size of its predecessor, where specialists respond to aircraft-on-ground (AOG) occurrences within five hours.
Each year, Airbus fields 100,000 service requests, of which around 90% are for routine support and classified as “non-urgent.” However, the remaining 10% of calls to the Airbus Technical Aircraft on Ground Centre (AIRTAC) team are often a vital lifeline to resolve an AOG issue not yet covered in published documentation. Of these, 55% are typically structural, 42% systems-related, and 3% classed as “abnormal.”
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