Fixed-wing & helo combined: 1 Williams, 2 Rolls-Royce, 3 GE, 4 Pratt & Whitney, 5 Honeywell
Jet division: 1 Rolls-Royce, 2 Williams, 3 GE, 4 P&W, 5 Honeywell
TP division: 1 Pratt & Whitney. Helo division: 1 Pratt & Whitney
Pro Pilot staff report
Data compiled by Conklin & de Decker
Fixed-wing and helicopter operators rely heavily on product support provided by engine OEMs. Consequently, for the 32nd year, Pro Pilot is surveying qualified operators on the levels of service received from their engine OEMs. This year’s survey result is as follow.
Williams earns the highest award this year for 9 consecutive years. Its overall score is 8.61 – slightly down from 8.68 obtained in 2023. Williams earns 1st place in all categories of the survey. Best category improvement is in speed in AOG service, with an 8.83, compared to 8.68 received last year. Williams Intl counts on an ample network of service centers around the world, and a customer portal where operators can login and find immediate answers to their issues. Operators can also communicate via email at wiproductsupport@williams-int.com, or by phone.
Rolls-Royce moves up a notch to capture the 2nd spot in 2024. Overall score acquired is 8.31, slightly up from 8.28 received last year. R-R takes 2nd place in response to problems, spares availability, speed in AOG service, tech manuals, and tech reps categories, and 3rd in cost of parts and service satisfaction. Greatest advancement is done in speed in AOG service, with an 8.41 score, up from 8.07 in 2023. This is an increase of 0.34, representing the biggest improvement in the entire survey.
R-R CorporateCare provides BA operators with a fixed-cost engine maintenance management plan to protects them from unforeseen costs and unscheduled events. CorporateCare Enhanced offers expanded line maintenance coverage on all CorporateCare engines, and nacelle coverage on the BR710, BR725, and Pearl 15 engine. Some of the services covered are AOG solutions, Engine Health Monitoring (EHM), 24/7 operational service support, spare parts, tech pubs and annual training, engine change and transportation costs, lease engines while engine is in the shop, and troubleshooting labor. On-Wing Services is available 24/7 worldwide with a network of more than 100 trained specialists to deliver quality support.
GE places 3rd this year – down from 2nd spot in 2023. Overall score is 8.18 in this year’s survey, compared to 8.42 earned last year. GE takes 2nd place in the cost of parts and service satisfaction categories, and 3rd in response to problems, spares availability, and speed in AOG service. Best category increase is in speed in AOG service, with an 8.39, compared to 8.28 obtained last year.
GE’s OnPoint program gives operators access to advanced maintenance solutions, time savings, OEM knowledge, direct connection with its supply chain sources, and premium services support globally. OnPoint offers 20-plus experienced mobile response technicians, with a growing worldwide network of authorized
service centers.
Pratt & Whitney remains 4th this year, with an overall score of 7.72. The OEM is 3rd in tech manuals and tech reps. P&WC Customer Support is available 24/7 worldwide through its Customer First Centre field customer representatives. Operators can rely on the Eagle Service Plan (ESP) maintenance program – a pay-per-hour tool that guarantees long-term engine maintenance costs, and helps planning for schedule and unscheduled engine maintenance events. The MyP&WC Power portal enables operators to manage their products and services, including account information, orders, quotes, and invoices. They can also review subscriptions, permissions,and agreements.
Honeywell rounds out the survey, taking 5th place with an overall score of 6.94 this year. Honeywell Support Center is readily available worldwide and 24/7 to assist operators in case of an AOG event, and is organized to have them back in the air in less than 5 days. Maintenance Service Plan (MSP) is available for engines and APU, either by e-mail or phone call. Their authorized service centers are prepared with knowledgeable and professional providers to solve any inquiries. Operators may also request technical support by using the MyAerospace portal.
Jet and turboprop divisions
For the 14th year, Pro Pilot has separated the overall scores for jet and turboprop engine manufacturers, in addition to those in the helo category. The minimum number of evaluations required for the jet and TP divisions was 35, and 17 for helicopters.
Some respondents rated a single engine manufacturer with 2 types of aircraft, eg, P&W for a Citation Sovereign (jet) and for a King Air 350 (turboprop). Because of this, there is a small difference between total responses for overall rankings and the rankings by aircraft type.
For overall rankings, this was counted as 1 response (Pratt & Whitney), while for rankings by type of aircraft, it was counted as 2 (jets and turboprops).
For a full view of the 2024 Turbine Powerplant Product Support Survey, click here.