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Airbus Strengthens Its Commitment to the Growth of Commercial Fleet: Inaugurates a New Customer Support Center

Dergam Mousa

As Airbus’ commercial aircraft fleet grows, so does its ground support. The company has just inaugurated an ultra-modern Customer Support Center at its headquarters in Toulouse, France. Its goal? To further enhance support and communication with its customers.

Growth and Digitization: An Unstoppable Trend

In 2024, the aerospace industry’s aftermarket services supported around 27,000 commercial aircraft, including 12,000 Airbus planes in operation. The European manufacturer forecasts that this number will reach 48,000 aircraft by 2043, driving a services market valued at $290 billion. This growth not only represents market expansion but also an operational challenge requiring more technical staff, increased repair capacity, and intensive training for pilots and crews.

Inauguration of the Customer Support Center in Toulouse

To address these challenges, Airbus inaugurated a modern Customer Support Center at its headquarters in Toulouse, following three years of planning and construction. This center, staffed by a multinational team of 900 specialists, is a key component of a global network that includes facilities in countries such as Germany, Spain, the United Kingdom, the United States, India, the United Arab Emirates, Malaysia, and China.

→ Airbus Ends 2024 with Strong Results but Faces Challenges in an Uncertain Global Environment

The heart of the center is AIRTAC (Airbus Technical Aircraft-on-Ground Centre), a space designed to operate as an airline operations control room. This team, which handles a support request approximately every 20 minutes, monitors “aircraft-on-ground” (AOG) events, ranging from minor system errors to complex structural repairs.

Digital Innovation: Predictive Monitoring

One of the pillars of the new center is the development of advanced digital services, such as aircraft health monitoring and predictive maintenance. These technologies aim to anticipate problems before they occur, thus optimizing airlines’ operational efficiency and reducing downtime.

Sustainability and Employee Well-Being in Design

The design of this Customer Support Center prioritizes sustainability and employee well-being. Equipped with solar panels, LED lighting, a green roof, and a rainwater recycling system, the building is an example of energy efficiency. Additionally, its large windows and open spaces foster collaboration and communication among teams.

Customers also benefit from state-of-the-art facilities, including private meeting rooms and secure communication systems, designed to ensure a smooth and professional experience.

Airbus and the Future of Commercial Aviation

With the projected growth of the fleet over the next two decades, Airbus is positioning itself as a strategic partner for its customers.

“We want to be our customers’ partner throughout the entire lifecycle of the aircraft, working together for a safe and sustainable aerospace industry. Services should be one of the key reasons our customers choose Airbus,” said Cristina Aguilar, Airbus’ Director of Customer Services.

This new customer support center not only reinforces Airbus’ commitment to operational excellence but also represents a crucial step toward a more sustainable and efficient future for commercial aviation.

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