Discover Airbus' Revolutionary Customer Care Centre Supporting a Growing Fleet

Just as the Airbus commercial aircraft fleet expands, so does its ground support. Recently, Airbus inaugurated an ultramodern Customer Care Centre at its headquarters in Toulouse, France, aimed at enhancing customer support and communication.

The Growing Need for Support

The global commercial aircraft fleet is not just increasing in numbers but also digitizing. In 2024, aftermarket services supported around 27,000 aircraft, including 12,000 in-service Airbus aircraft. This number is projected to rise to 48,000 by 2043, leading to a $290 billion services market. With this growth, operational support becomes increasingly complex, necessitating more skilled maintenance personnel, greater repair capacity, and more training facilities.

Introducing the New Customer Care Centre

To keep pace with demand, the new Customer Care Centre in Toulouse joins a global support network covering regions like Germany, Spain, the UK, the US, India, the UAE, Malaysia, and China. Established over three years, it houses a 900-strong multi-functional, multi-national team, dedicated to quickly resolving in-service events and reducing resolution times.

Round-the-Clock Support

At the heart of the Centre is AIRTAC, the Airbus Technical Aircraft-on-Ground Centre, designed like an airline operations room, almost twice the size of its predecessor. AIRTAC serves as the frontline support, with responders managing requests approximately every 20 minutes for issues ranging from minor errors to complex repairs. Each request is monitored via a status totem, providing real-time updates on every registered aircraft-on-ground (AOG) event.

Comprehensive Support Services

Airbus’ support teams manage a wide array of AOG events, ensuring that customers receive coordinated assistance until issues are resolved. The Centre also develops advanced digital services aimed at predictive maintenance, helping to anticipate issues before they occur.

Focus on Wellbeing and Sustainability

Designed with accessibility and sustainability in mind, the Toulouse Centre features large windows for natural light and open spaces to foster collaboration. Innovations like solar panels, LED lighting, and a turf roof enhance energy efficiency. The facility includes dedicated suites for customer meetings, ensuring secure communications.

The new Centre not only showcases Airbus' commitment to customer service but also reflects its strategy to support a commercial aircraft fleet poised for continuous growth over the next 20 years. According to Cristina Aguilar, Airbus Head of Customer Services, "we want to be our customers’ companion throughout the aircraft lifecycle, fostering safe and sustainable aerospace. Services should be a key reason our customers choose Airbus."