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Bombardier Commercial Aircraft - Customer Service Department of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Bombardier Commercial Aircraft, Toronto, ON & Mirabel, QC, Canada
Company Description: Bombardier is the world’s leading manufacturer of both planes and trains. Looking far ahead while delivering today, Bombardier is evolving mobility worldwide by answering the call for more efficient, sustainable and enjoyable transportation everywhere. Our vehicles, services and, most of all, our employees are what make us a global leader in transportation.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation

Nomination Title: Bombardier Aerospace Commercial Aircraft

Tell the story about what this nominated department achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION

Over the course of 2016/2017 Bombardier Commercial Aircraft, Customer Services has continued to expand the breadth of our world-class and world wide support and services. From technological innovation, local regional support, real-time e-services, to parts solutions and flight management services, we are the OEM of choice.

The Bombardier FlightAdvantage
Our goal is to give our customers the advantage over their competition. With The Bombardier FlightAdvantage, our customers benefit from our expertise, experience and passion. Supporting more than 2,700 aircraft carrying more than 200 million passengers annually, is not a responsibility we take lightly. That’s why our Customer Services team has been assembled from the outside in, built with a customer first mentality focused on providing our customer with an advantage over your competitors. Our promise is to utilize our world-class experience, skills and support to provide a customer-first experience every day. We have built our service offerings on the pillars of Customer Support, Maintenance, Material and Training.

Customer Support

FlightLink
The FlightLink system enhances decision-making on aircraft performance and maintenance. The system includes the movement of data from the air, to the ground, to the customer – eliminating wait times and allowing for rapid analysis, optimizing aircraft availability and lowering maintenance costs. The C Series Aircraft Health Management System (AHMS) is a beneficial component to the series, following suit of the successful entry-into-service program. Airlines such as Swiss International Air Lines and airBaltic have been enjoying the benefits of FlightLink.

e-Business
Bombardier Commercial Aircraft understands that the 21st century brings with it a new world of digitalization. Data. Service. Solutions at your fingertips to keep your aircraft flying. Our iflybombardier.com offers an efficient way to access our e-Services, 24/7/365 including:

  • Training Services
  • Analytics and Reporting
  • Publications and Troubleshooting
  • Material Services
  • Maintenance Services
  • Request Management

Innovation Responding to Customer Needs
Responding to our customers’ needs is Bombardier Commercial Aircraft’s main priority. We practice balancing innovation with the customers’ experience. Our latest innovation is the world’s first 86 seat turboprop aircraft successfully delivered to Philippine Airlines as a means to increase performance capabilities, profit advantages and passenger experience.

Face-time with our Customers
Bombardier Commercial Aircraft hosts 30 customer-facing events yearly. We travel the globe providing our operator community with the most up-to-date information on technical, maintenance and flight operations advancements. We address region-specific topics and experiences which sets the perfect landscape to share best practicesand cost-saving initiatives to increase reliability and productivity of the aircraft.

Maintenance
Greener Tomorrow
Bombardier Commercial Aircraft announced publication of the Environmental Product Declaration (EPD®) for the CS300 Aircraft. With full disclosure and transparency of product environmental impacts, we take one step closer in becoming a greener tomorrow.

Maintenance Program Escalation
Bombardier Commercial Aircraft has launched its Q Series and CRJ Series Maintenance Program Escalation. With a decrease in line-checks, A-checks and C-checks, customers save valued time and benefit from reduced costs annually.

Material
Bombardier Commercial Aircraft Smart Parts program offers our customers a competitive and reliable component support solution. SMART Parts offers best in-class support, repair and exchanges services, as well as tracking and monitoring of program health. This service is available for the Q400 and C Series fleets.

Training
Enhancing Training
Pilot training meets new milestones for the C Series aircraft program. Transport Canada, FAA, EASA and MOLT (South Korea) upgrades the world’s First CAE-built, Bombardier C Series Aircraft Full-flight Simulator, to a Level D. Todd Young, Vice President and General Manager, Customer Services and Q400 Aircraft Program, Bombardier Commercial Aircraft, explains how this new system will “allow pilots to complete all their training in the simulator before they fly the real aircraft.”