Questions to Ask Any Aircraft on Ground Provider in BizAv

While business aircraft are ideally ready and available to transport their owners at short notice to wherever they need to go, whenever they need to fly, the unexpected could always happen; an Aircraft on Ground (AOG) situation, where parts fail or sudden mechanical faults develop, essentially grounding the aircraft.

It’s bad enough when something goes wrong at the home airfield, but what happens if the part fails halfway around the world in a remote region? The goal is to return the airplane to the sikes again as soon as possible, irrespective of where the breakdown happens.

Naturally, then, AOG maintenance is a vital service for any aircraft owner or operator and addresses the mechanical issues and other needs that prevent an aircraft from flying.

But as with the wider Business Aviation MRO scene, operators should carefully vet their AOG partner, asking the necessary questions to ensure the support they will receive is the support they need!

Key Questions to Ask Potential AOG Support Providers

AOG maintenance can be highly demanding and urgent work, with the business aircraft unable to operate until it can secure the maintenance it needs.

As such, there is one obvious first question that all aircraft operators should ask potential maintenance support providers, says Tim Ferrell, Senior Vice President for Technical Services at JSSI: How quickly can they get here?

But finding the best service provider often means digging a little deeper, Ferrell adds. In remote locations, operators will often rely on Mobile Repair Teams (MRTs). When you need MRTs, “it’s critical to ensure they are factory trained or have relevant experience to work on the specific make/model in question”, he notes.

Ferrell also highlights a range of other areas to check and clarify before engaging an AOG maintenance provider. For example, aircraft operators should ask if there are call-out fees, higher hourly rates or additional costs associated with MRT dispatch, he highlights.

If there is no existing relationship between the parties, seek to confirm what payment terms will apply.

Additionally, if the aircraft is still in the new aircraft warranty period with the OEM, check if the AOG provider can administer OEM warranty. And for Part 135 [Charter] aircraft, ensure they can satisfy all compliance requirements.

“If the aircraft/asset is covered by an hourly cost maintenance program, can they work directly with that service provider?” Ferrell asks. “And can they provide the necessary release certification for your country of registration?”

Jerel Bristol, President of SEAL Aviation, says it’s vital to check an operator’s capabilities at a basic level – i.e. ensure that they have the correct equipment, that they have done the work before, and that they have proper credentials. AOG maintenance involves highly specialized work.

Bristol has encountered scenarios where operators do not want to wait for SEAL Aviation specialists to reach the location, which could take a day or so. Often, they end up using a regular maintenance shop which doesn’t have the tools and the experience to do the job...

“They pay the money but end up having the same problem, and they still have to wait for me to come out, which really sets them back, especially if it’s a charter operator as they lose a lot of revenue on that,” he emphasizes.

There are some questions that might not be obvious but are important, says Bristol. For example, it’s vital to ensure you’re aware of the maintenance firm’s operating hours, as well as allotted rest periods and arrangements for engineers.

“Sometimes I get asked why we don’t bunk up together to save some money,” Bristol says. “So, you want a team that’s working on the road, that’s working 10- 12 hours a day together and eating together, to sleep together in the same room so you can save a couple of hundred dollars?

“It doesn’t make sense, and the team is not going to be very motivated to work.”

Don’t Wait Till an AOG Situation to Find Help

Gary Gilberts is Operations Manager at Thornton Aviation, headquartered in Southern California. He says it’s important not to wait until AOG support services are necessary before asking questions.

“Many successful operators make the effort well ahead of the AOG event to do a research/vetting of AOG service providers in various regions of the US and abroad,” he explains.

Gilberts has dealt with hundreds of AOG events in his career and says that for both providers and operators, “if you’re starting to figure out who you’re going to use in a particular geographical area at the time of the event, you’ll spend half a day trying to find someone that has an interest in your issue.

“You’ve wasted time because you didn’t do enough homework prior to the event,” he warns.

For example, if an aircraft is travelling from the UK to Los Angeles, the Director of Maintenance for the organization – or someone in an equivalent role, such as the Chief Pilot or Flight Department Manager – should think through a range of potential ramifications before the trip.

“What happens if we break down in Los Angeles on this trip? Let’s think this through and think about available service providers [several] weeks before we go.”

It is vital to communicate with potential service providers and establish a relationship ahead of time, Gilberts highlights, both in the short-term and the long-term. A lack of planning could have serious consequences, meaning that passengers could be delayed for significant periods of time, at least some of which could have been avoided.

Gilberts has often seen situations where the pilot lands in an airport and discovers a problem before then asking the FBO who they use for maintenance.

“The owner of the company could be in the back of the aircraft, severely delayed, and you’re basing your research on the customer service representative behind the counter at the FBO,” he underlines.

“Imagine if the airlines worked that way – instead, they know how they’re going to repair that aircraft at every location they land, ahead of time.”

Operators should look upon their aircraft as a business tool, no different to manufacturing equipment. “You shouldn't just be prepared for the days that your machines are working great and you're meeting your numbers – you should be prepared for when the machines break down,” Gilberts says.

“This is no different – your business aircraft is a tool, and you need to think about what happens if it breaks down.” 

Don’t Skrimp on the AOG Details

Matthew Nicholls, Senior Adviser for Public Relations & Communications at Bombardier, says that the more information provided, the better.

“Sharing all aspects of the AOG event is helpful,” he adds. “The most important information for us is, ‘When is the next departure, and do the passengers require any assistance?’”

Bombardier has built an extensive network to deal with AOG and other maintenance events, he highlights, with more than 1,800 technicians worldwide, nine wholly-owned service facilities (along with a jointly owned service in China) and a new one to be built in Abu Dhabi.

“Our Customer Response nerve center in Montreal (and additional locations in the US (Wichita) and Singapore) can also assist customers with all AOG events quickly and efficiently,” he notes.

More specific details based on an aircraft’s specific characteristics and onboard maintenance systems can help technicians to diagnose an AOG event, Nicholls says. Modern aircraft health monitoring systems, like Bombardier’s Smart-Link Plus, are helping with this, he adds.

Aircraft Type and Age can Impact the AOG Focus

There may be electrical and structural issues with older aircraft, Bristol notes. And these can impact the focus of the AOG. Nevertheless, newer aircraft present their own challenges, he adds, since “the technicians will need to be more tech-savvy due to the newer technology being used”.

This could impact work on avionics, he explains, so both sides must communicate well regarding the aircraft technology, an opinion supported by Mike Barley, Partner at Empire Aviation USA, which provides rapid response AOG support across the US and scheduled maintenance at its hangars in Florida.

According to Barley, it’s vital to ensure the AOG repair station certificate covers the aircraft that needs maintenance and that the team is experienced with that airframe.

Ferrell reckons model-specific training is more important than having experience with older jets, though it is important to consider the warranty status of any recently overhauled asset, such as engine, APU or component.

Most MROs and their MRTs specialize in particular manufacturers and models, Ferrell says. OEM shops and their approved network of suppliers should always be considered, but the best way forward depends on the situation, Ferrell argues.

“There are plenty of factors to weigh: technician availability, MRT proximity to the aircraft, and special tooling requirements often determine the most suitable service option,” he adds.

AOG: Where Timing is Everything

It is important for operators to understand factors that can impact event turnaround time and an aircraft’s return to service, Ferrell continues.

“Generally, the industry is still feeling the effects of the post-Covid supply chain constraints, and technician skilled labor shortages are still a concern,” he highlights. “MRTs are in high demand and are a great option. Allowing for some flexibility helps service providers best support all AOG requests.’

Timing is always of the essence, adds Gilberts, reiterating that the operator should do the hard work ahead of time to ensure they’ve logistically put everything in place with dependable, reliable, available, high-quality AOG service providers.

“During the AOG event, effective communication is by far the most important element that can mean the difference between success or failure. Time-consuming decision-making can leave your passengers unnecessarily stranded even longer.”

AOGs are always stressful for all concerned, including flight department management, flight crew, passengers and maintenance providers, because it is a time-critical and unplanned event.

“It’s vital to allow the AOG specialists to carry out their job, without questioning them continuously, particularly when it comes to financials.” And in essence, that means it’s important to pick an AOG operator you fully trust.

“Many times, the operator questions decision making to save some money,” Gilberts says. “This can backfire and cause the operator to end up using a replacement aircraft or completely cancelling the trip, both of which are unacceptable resolutions.

“If the operator trusts the service provider, then let them do their job,” he summarizes. “They want you back in the air just as much as you do.”

More information from:
Bombardier: https://bombardier.com
Empire Aviation USA: https://empireaviationusa.com
JSSI: https://jetsupport.com
SEAL Aviation: www.sealaviation.com
Thornton Aviation: www.thorntonaviation.com

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