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Introduction

Airbus Helicopters’ HCare material management capabilities extend across the globe via a network of authorized repair and overhaul centers, eight logistics hubs or central/regional inventories, and four worldwide Customer Support Centers providing 24/7 technical, logistics and aircraft-on-ground (AOG) support.

 

In addition to the company's AOG Support and Warranty services, three levels of HCare service are available to ensure the availability of all rotorcraft in the company’s product range and to keep customers operating at peak performance levels:

  • HCare Infinite
  • HCare Smart
  • HCare Easy
  • HCare Infinite

    Fleet Availability

    HCare Infinite's fleet availability services offer an all-inclusive turnkey solution with a full availability commitment.

    It is designed for customers who want to fully transfer maintenance operations and risks to industry in order to focus solely on their missions. Airbus Helicopters takes care of the rest, from A to Z.

    Three main packages are available depending on the level of availability requested by the customer.

    HCare Smart

    HCare Smart’s “by-the-hour” programs offer a solution for all operator types, from low to high frequency fliers.

    With a fixed rate per flight hour, it enables budget planning and control, enhanced helicopter availability and more simple management thanks to a unique contract.

    HCare Smart offers four different programs tailored to customers’ needs:

    Repair-by-the-Hour (RBH):
    With Airbus Helicopters' Repair-by-the-Hour (RBH) program, components are repaired and overhauled within a contractual turnaround time and for a fixed hourly rate.

    This flexible solution allows customers to improve their existing maintenance schedule, while retaining property of their parts. The RBH program includes dynamic components, blades, basic and mission equipment – with this coverage customizable according to customer needs. This service especially suits military customers and public service operators.
     
    Exchange by the Hour (EBH):
    The Exchange by the Hour (EBH) program offers customers immediate part availability for all unscheduled maintenance events. It is designed especially for low flyers who wish to keep their inventory costs low but want maximum part availability. The contract is billed at a fixed hourly rate so that maintenance costs remain predictable.
     
    Parts-by-the-Hour (PBH):
    With the Parts-by-the-Hour (PBH) program, Airbus Helicopters replaces covered components within an agreed lead time for both scheduled and unscheduled events.

    This service enables operators to decrease rotorcraft downtime, reduce inventory costs and stabilize maintenance expenses – as the contract is paid at a fixed hourly rate.

    Airbus Helicopters has a dedicated spare parts pool to support PBH program customers. The company is committed to exchanging defective components covered by the contract within a short lead time (depending on the contract’s terms and conditions).
     
    Full by the Hour (FBH):
    This service, on top of PBH, includes the supply spare parts and consumables needed to carry out curative and preventive aircraft maintenance.
     

    HCare Easy

    HCare Easy is Airbus Helicopters' series of on-request catalog services related to the repair, exchange, rental and ordering of spare parts and components.

    Easy Repair:
    Each year, more than 3,000 components and 20,000 pieces of equipment are repaired or overhauled at Airbus Helicopters.

    Airbus Helicopters' Easy Repair offers a Secured Turnaround Time (TAT) service for equipment, dynamic component and blade repair and overhaul – easing customer maintenance operations, reducing downtime and providing better predictability.
     
    Easy Exchange:
    Airbus Helicopters’ Easy Exchange policy responds to the needs of customers whose missions require maximum availability, offering them the possibility of immediately exchanging a part needing repair or overhaul with another serviceable part.

    The result is optimal operational availability and minimal maintenance downtime – enabling operators to keep their aircraft in the air.
     
    Easy Rental:
    The Easy Rental service offers to operators the opportunity to rent a Tool or Ground Support Equipment (GSE) when it is needed and for a defined period of time, to perform specific maintenance operations.
     
    Easy Part:
    Immediate availability of spare parts, tools and GSE is one of the most important contributors to successful helicopter operations.

    Airbus Helicopters continuously reviews its spare parts, tools and GSE performance and adapts its stock and logistics processes, all with the goal of providing customers with maximum part availability at competitive prices. From 2015, the company increased the percentage of planned spares orders delivered on time worldwide to 98%.

    An unmatched global logistics network: Airbus Helicopters has built an unrivalled global spare part delivery network comprised of eight logistics hubs and central/regional inventories in France (Paris & Marignane), Germany, the United Kingdom, Hong Kong, Brazil, Mexico, Australia and the United States, along with a global network of customer centers and distributors.

    Worldwide stock management: With Easy Part, customers benefit from Airbus Helicopters’ worldwide stock management policy, designed to ensure the right parts are available at the right time at the right place for each and every customer. The company is committed to increasing the level of its spares service through strong commitments on delivery lead times for planned orders.

    Keycopter eSpares: Airbus Helicopters makes ordering spare parts easier than ever. Customer can order their parts via Keycopter with the eOrdering service, which provides faster quotations and streamlined communication of the price, the lead time and the availability of a part through an illustrated online catalogue.

    Tools & Ground Support Equipment: Spare parts include tools and Ground Support Equipment (GSE).
    Airbus Helicopters, is working on the adaptation of its solutions according to operators’ return on experience from the field.
    Many improvements are proposed to make maintenance providers' lives easier, and to contribute to better efficiency in the maintenance of your helicopters.

    The suite of specific Tools and Ground Support Equipment to perform O and I maintenance level inspections, and the associated services that Airbus Helicopters offers to support fleet operations, are illustrated in commercial catalogs.
    These catalogs have been customized per Helicopter family.
    They have been structured to ease the search: either by ATA classification or by Tool Family.

    Download and discover our detailed catalogs by using this link.

    Logistics consulting: Airbus Helicopters logistics field representatives (LFRs) are specialized experts who help customer teams operate more efficiently.

    The LFR serves as the customer’s single point-of-contact at Airbus Helicopters for material management needs in their country.

    The LFR is fully dedicated to maintaining top-level logistic performance. Their scope includes improving logistic flows and administrative patterns, aligning forecasts to maintenance planning, following up with repairs – including turnaround times and core units – managing warranty claims, and coordinating transport of spare parts.

    Depending on the operator’s specific needs, LFRs can be embedded directly on customer premises to manage either just one part of the supply chain (such as warehousing or transport), or the entire flow.
     

    AOG Support

    Airbus Helicopters does everything possible to support customers when they need it the most.

    The company’s AOG department is the customers’ worldwide around-the-clock point of entry for Aircraft On Ground situations.

    A team of approximately 50 employees – all specialists in their respective fields (technical, logistics, quality, shipping, etc.) – staff the centralized operating center in Marignane, answering customers’ most urgent requests 24 hours a day.

    The center in Marignane also supports similar logistics platforms in Hong Kong, Dallas and Atibaia (Brazil) in resolving local issues.

    Reach the AOG department by contacting our Customer Service Centers.


    Customer Support Centers

    * Free phone call for the following countries:
    Argentina, Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Hong-Kong, Hungary, Ireland, Israel, Italy, Japan, Korea, Luxembourg, New Zealand, Norway, People’s Republic of China, Portugal, Spain, Sweden, Switzerland, The Netherlands, United Kingdom.


    Free phone call for the United States at +1 800-267-8371

    Warranty

    Airbus Helicopters’ comprehensive warranty policies are designed to provide peace of mind for customers when they purchase a new rotorcraft, spare parts and repair & overhaul services.

    Under HCare, Airbus Helicopters offers enhanced warranty conditions across the civil product line. Coverage has been extended to three years or 2,000 flight hours – with labor included during the first year after delivery.

    These new warranty conditions are effective for rotorcraft delivered beginning January 1, 2015. The new warranty coverage reflects the confidence AH has in its products and the commitment of Airbus Helicopters to finding new ways to better satisfy our customers

    Warranty claims in general are managed by the company’s four customer service centers, available by phone 24/7.

    Claims also can be placed, and tracked in real-time, using Airbus Helicopters’ eWarranty Claims service, available worldwide on Keycopter.

    Keycopter

    On-site technical support

    In order to continually provide the highest levels of support, Airbus Helicopters deploys qualified technicians, experts and consultants – be they regular employees or independent contractors – for specialized services to be performed on a customer’s premises.

    The recruitment, training and management of these personnel are the responsibility of Airbus Helicopters International Services (AHIS), a wholly-owned subsidiary created in 2010 that has three service categories: Field Assistance, Aircrew Assistance and Consulting.

    One of the primary missions of a team member deployed by Airbus Helicopters is as a Logistic Field Representative, who takes over all logistical operations for aircraft maintenance – ensuring the right part is at the right place at the right time, while simultaneously optimizing all spares and repair processes. Knowing that the logistics tasks are in qualified hands, the customer is able to focus on their primary mission.

    Deployed personnel also can serve as Warehouse Keepers, responsible for all warehouse operational activities – including shipping/receiving, stock record deliveries, stock coordination, documentation of warehouse transactions, recordkeeping and other related work.

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