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Customer Support > Airbus Helicopters, Inc. HCare

Airbus Helicopters, Inc. HCare

What is HCare?

The moment an Airbus Helicopters rotorcraft is delivered, one of the company’s primary missions begins: providing the customer 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 customers' 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 & flights 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, but 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 Helicopters remains 100% at the service of its customers. The company is committed to achieving:
    • 100% of spare part planned orders delivered on time
    • 100% of customers visited by an Airbus Helicopters representative to discuss their business and needs
    • 100% around-the-clock availability for all customer support queries

  • Airbus Helicopters’ global network spans nearly 150 countries and offers local solutions to more than 3,000 customers that collectively log more than three million flight hours annually.
    Read More: Service Centers

  • Airbus Helicopters’ maintenance and upgrade solutions ensure that in-service rotorcraft benefit from maximum availability and continually evolve to meet new mission requirements, outfitted with the latest technologies and product improvements.
    Read more: Helicopter Maintenance

  • Airbus Helicopters continuously expands its training and operations service for improved flight safety and better cost effectiveness.
    Read more: Training and Flight Ops

  • Airbus Helicopters provides 24/7 technical support for rapid and effective response. Whether it’s a quick telephone advice or response from an experienced technical representative, Airbus Helicopters offers a full spectrum of technical support options.
    Read more: Technical Support

  • Airbus Helicopters’ Keycopter customer portal is your business partner, bringing helicopter management just a click away.
    Read more: Keycopter

HCare - A step ahead in commitments

Launched at the Heli Expo 2015


  • Why did we launch HCare?
  • We improved industrial performance through our transformation plan:
    • Spares delivery
    • Repair lead times
  • We converted this performance into firm committments to customers through HCare
  • HCare covers different families of services, mostly material management, tech support, and connected service
  • HCare is about:
    • Reliable and committed performance
    • Better cost control
    • Simplicity

Component Support Program Basic Coverage

 

What did HCare material management bring?
Hcare Easy


  • New parts delivery: 100% On time request committment on planned orders (> 15 days)
    • AH offers a rebate for each late delivery
    • Strong performance improvement on rush and AOG orders too
  • A comprehensive standard exchange coverage (HCare Easy Exchange) covering all common repairs:
    • 80% of the component repair flow
    • Across all categories: dynamics and transmissions, avionics, hydraulics
  • A secured turn time on repairs: if your component repair isn’t finished at the secured date, we offer you a standard exchange for the same price as the repair
    • Applies to the same components at the Exchange offer (80% of the flow)
    • No additional charge
    • 45 days on most components (avionics, hydraulics)
  • 40 cdays for blades
  • 40 cdays for all IGB/TGB and H125/130 MGB, 70 cdays for 135/145 MGB, 120 cdays for 365 MGB, 70 cdays for rotors

What’s new with HCare Material Management? HCare Smart

  • Simpler, more affordable Parts by the Hour contracts: HCare Smart
    • Reduced and very competitive pricing on all programs
    • Programs that can be tailored to the customer’s requirements
    • For new aircraft a 25% rate reduction during the warranty period
    • H125/H130 aircraft can be placed on the program without a buy in through a new « buy out program
    • Reduced minimum annual flight hour requirement: 100h vs 150h
  • A comprehensive family of contracts for all situations and business models
    • HCare Smart Parts by the Hour (PBH): coverage of scheduled and unscheduled component repairs
    • HCare Smart Exchange by the Hour (EBH) : reduced cost,, no buy in, standard exchange but covers only unscheduled events
    • HCare Smart Full by the Hour (FBH): nose to tail coverage, including standard PBH coverage plus consumable parts above 250 USD
    • HCare Smart Repair by the Hour (RBH): reduced cost, no standard exchange but secured repair TAT. For customers who prefer to own and control their inventory

Follow the sun support
For any Technical - Logistics requests & AOG service

3 Tech support hubs in the Americas (DFW), Europe and Asia (Singapore)

Online E-Request system for easy tracking of queries and answers, capitalization to solve recurring issues

First answer in 24 hours, x% queries solved in y days

 

 

For more information

Download the Download the HCare brochure. (PDF 251 KB)

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