Customer support: anytime, anywhere

Preferred partner

We support a thousand military aircraft and 2,100 Falcon business jets in some 80 countries. Whether civil or military aircraft, our proactive focus is the same: reducing costs, improving dispatch reliability and delivering targeted, local services. We support our customers day after day, on an ongoing basis, by maintaining the tools and expertise needed to service our planes over the decades of their operating lives.

During the health crisis, our priority remains the support of aircraft currently in service, whether military or civilian. We are maintaining a sufficient level of inventory to fulfill these tasks. We continue to provide technical support and training to our new Rafale customers.

Digital upgrades

The 3DExperience platform ensures digital continuity from design right through to manufacturing and support. Our support packages are based on software modules common to both Falcon and military aircraft.

Our big data approach to support, based on Dassault Systèmes’ Exalead technology, allows us to share all data concerning the service lives of our aircraft and fleets. It enables cross-functional analyses and predictive maintenance models. The digital twin approach, which compares the actual aircraft’s performance to its digital model, further increases our forecasting ability.

Custom-tailored military support

In May 2019, we were entrusted with a 10-year vertically-integrated Ravel operational maintenance contract for the French fleet. This places almost all equipment and systems (excluding the engine and ejection seat) under our control in order to optimize aircraft dispatch reliability.

Océan, the vertically-integrated operational maintenance contract for ATL2 maritime patrol aircraft, was announced in September 2020. It is scheduled to run for 10 years and involves a similar area of responsibility.

Supporting our customers

We are delivering on our Falcon support commitments despite the Covid-19 pandemic. Our FalconResponse system for assisting aircraft on ground is operational at all times. We also support members of the Falcon family through online maintenance & operations (M&O) seminars. Our FalconCare support offering secured its 500th contract in 2020. To give just one example of our responsiveness, a Falcon 900 from our fleet was converted into a cargo aircraft in the midst of a lockdown so that one of our customers could distribute masks to its sites around the world.

For the second year in a row, Dassault Aviation was ranked first in the AIN survey in the area of support for recent aircraft and came out on top with regard to the availability of spare parts, response to requests for technical assistance and warranties.

Expanded Falcon network

We continued to pursue a strategy of enhancing our ability to deliver a superior customer experience with the acquisition in 2019 of the maintenance activities of Execujet, TAG Aviation (in Europe) and Ruag. Our presence in the Asia-Pacific, Europe, Africa and the Middle East, has thus been increased by the addition of 17 service centers.

In France, Dassault Falcon Service’s (DFS) servicing capacity for Falcon 7X and Falcon 8X aircraft has been increased thanks to the ramp-up of the new DFS site in Mérignac.