Bombardier Strengthens Customer Services Support Around The World

Toronto, November 12, 2007

Bombardier Aerospace today announced a three-part strategy to increase the support to Bombardier CRJ regional jet and Q-Series turboprop operators. The strategy includes:

· the establishment of a network of regional support offices

· additional spare parts depots openings

· an increase in the number of recognized maintenance service providers 

Following the opening of the Japanese Regional Support Office in August 2007, Bombardier ’s objective of providing customers with increased access will lead to the opening of similar Regional Support Offices in Europe, in the Asia Pacific Region, and in South America, while North American customers will continue to receive support from Toronto and Montreal. The China Regional Support Office, which opened in 2005, will be enhanced to offer more comprehensive support to Bombardier customers in that region. In addition, Bombardier is evaluating the emerging markets of India and Russia with the expectation to establish Regional Support Offices there as these markets continue to develop.

“Our Regional Support Offices will provide an additional level of support to our customers through increased communication and greater insight into the unique needs and priorities of the specific region,” said Todd Young, Vice-president, Customer Support at Bombardier Regional Aircraft.

Staffed by a Regional Office Manager, Customer Care Account Managers and technical experts such as Field Services Representatives and Customer Liaison Pilots, each office will offer increased communication with customers during their flying day, enabling staff to respond to customer queries in a more timely fashion. The Toronto and Montreal offices will continue to provide core support.

After significant investment in new spares facilities in Chicago and Frankfurt, a new regional spares depot is scheduled to open in Japan in November of this year. In addition, Bombardier will increase stocking levels in Australia. This will enable Bombardier to provide spare parts from the depots closest to the customers, reducing shipping times while also reducing the overall cost to acquire them.

The final part of the worldwide customer support strategy is the expansion of maintenance providers to complement existing Bombardier air services centres in Bridgeport, West Virginia, and Tucson, Arizona.  Bombardier recently certified Hawker Pacific in Australia as the fourth Recognized Service Facility, joining Flybe in United Kingdom, Adria Airways in Slovenia and Taikoo (Shandong) Aircraft Engineering Company (STAECO) in China.

“These actions and initiatives are focused on strengthening our service levels and I believe they will get us one step closer to providing an amazing customer experience,” said Mr. Young.

Source: Bombardier

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