1 Garmin, 2 Collins Aerospace, 3 Universal Avionics, 4 Honeywell
Garmin is number 1 for 21st consecutive year, Collins stays in 2nd place for 3rd successive year, Universal remains 3rd for 3rd year in a row, and Honeywell is 4th for 9th year. Survey results based on 431 line evaluations.
Pro Pilot Staff Report
Data compiled by Conklin & de Decker
Product support has become a key element in the aviation industry. Where avionics are concerned, good product support is vital to enable pilots to conduct their day-by-day operations safely and with confidence.
By definition, new technology incorporates innovations, and operators look for user-friendly equipment that will allow them to conduct their missions with ease. New avionics can be complex due to the variety of functions they provide, and pilots need to learn how to use them. Therefore, tech support, training, and manuals need to be readily available and easy to use.
Good support and products from OEMs provide the self-confidence that operators need up in the air, and based on the satisfaction with them, will leave them wishing to have the next product available in the market.
Our Pro Pilot Avionics Product Support Survey measures the aftersale satisfaction of operators using the OEM’s flightdeck equipment. Quality of support is measured on a score scale of 1 (poor) to 10 (excellent) and through comments based on respondents’ experience with equipment. Results are as follow.
Garmin takes the 1st spot for the 21st consecutive year, with an overall score of 8.63, up from 8.55 earned in 2024. This OEM places 1st in all categories of the survey. Best category improvement is in cost of spares, with a 7.93 score, up from 7.62 obtained last year – a 0.31 difference.
Garmin’s aviation product support team is available from 7:00 AM to 7:00 PM Central time. During periods of high call volume, a call-back feature enables pilots to receive an automated return call. A “chat” feature has been added to the Garmin support center.
Operators can access account management, AOG, database concierge, database management, troubleshooting, how to/basic operations, service literature, software management, training, and weather radar through the support center.
Collins is 2nd for the 3rd year in a row, with an overall score of 8.04, down from 8.13 received last year. It earned 2nd spot in all categories of the survey. Collins’ greatest improvement was in the Manuals or CDs category, with a 7.90 score, 0.11 higher than last year’s score.
Collins customer service is available 24/7. It also offers a variety of Web-based tools to help customers with any issues they may have, covering tech pubs and service bulletins, tech requests, order placement and status, account information, customer self-help, repair information, supplier information, service solutions, and warranty claims. Collins Avionics Service Program (CASP) offers 3 options – CASP Essential, CASP, and CASP Elite – providing budget predictability and consistent aircraft availability.
Universal Avionics ranks 3rd for the 3rd year in a row, with an overall score of 7.69, slightly down from last year’s 7.71. Universal rates 3rd in all categories of the survey. Best category improvement was in Manuals or CDs, with a 7.85 score compared to 6.98 in 2024 – an increase of 0.87 and the greatest in the entire survey.
Universal delivers support through a worldwide network of regional offices, field technical representatives, service centers, and repair stations. UniNet provides online support, enabling navigation database downloads, as well as providing access to technical publications and online product training, specialized online support, and invoice payments.
Honeywell rounds out the survey by placing 4th with an overall score of 7.37 this year. Best category enhancement is in cost of parts, with a 6.09 score, versus 5.83 earned in 2024 – a notable improvement of 0.26.
Honeywell Aerospace Support Center provides operators with AOG services, MSP administration support, technical services, authorized service centers, and contact support information.
Operators can enroll their aircraft in the Honeywell Avionics Protection Plan (HAPP) – a maintenance program designed for both fixed-wing and commercial helicopter operators, and offering full coverage for avionics. HAPP can help avoid unplanned maintenance costs and reduce downtime.
Methodology
For 30 years Pro Pilot has used a questionnaire to ask aircraft operators to rate the quality of product support provided by avionics OEMs. We used both paper and electronic forms. The avionics survey form includes 6 categories – product reliability, speed in AOG service, cost of parts, manuals or CDs, tech reps, and support from manufacturer.
During Oct and Nov 2024, a targeted mailing of 5367 survey forms was sent out to a random selection of established qualified Pro Pilot readers. A total of 376, representing a 7% return, came back to the Pro Pilot office in Alexandria VA by the Dec 26, 2024 cutoff date. Only 1 form per participant was accepted.
After review, a total of 301 survey forms met the Pro Pilot criteria for inclusion in the survey. These forms provided 431 line evaluations to be used in the survey results. A total of 75 survey forms were disqualified due to inconsistencies, significant errors, duplications, lack of information, or for rating hand-held units rather than panel-mounted equipment.
Pro Pilot’s minimum requirement to rank in the survey is 30 evaluations. Collins, Garmin, Honeywell, and Universal Avionics met the criteria for inclusion in the ranking. Other OEMs that did not receive enough evaluations for inclusion in the results were Aspen (6), Avidyne (10), Genesys (2), L3 Harris (5), Sagem (1), Sandel (1), and Thales (4).
Respondents were asked to rate avionics manufacturers’ product support on a scale of 10 (excellent) to 1 (poor) for each category. Conklin & de Decker of Arlington TX, a JSSI company, acted as research agent and performed an independent data analysis.
For a full view of the 2025 Avionics Product Support Survey, click here.