When a grounded operator couldn’t reach his destination, the Asia Hub and CFirst team in Singapore did everything in its power to help, from providing options to working during the holidays.
Constant Communication and on-site Presence
For the Pratt & Whitney Canada Customer First (CFirst) Centre in Singapore, the golden rule of support is simple: keep aircraft flying, and when they can’t fly, get them back in the air by any means possible. A recent customer service case highlights the team’s commitment to this rule, even when things don’t go smoothly.
Last December, during a routine flight of a PW308C-powered Dassault Falcon 2000LX business jet maintained by Hawker Pacific Aircraft Management at Singapore’s Seletar Airport, the crew felt a strong vibration. An engine ground run performed after landing revealed that the vibrations were within the acceptable range—but the engine was producing an abnormal noise.
CFirst’s Lawrence Tan, Senior Manager, P&WC’s Asia Hub, recounts the story: “Hawker Pacific contacted us about the issue. We suggested various troubleshooting checks and communicated regularly with them to try and identify the cause.”
After reviewing the engine inspection results and data, CFirst recommended replacing specific parts and provided additional troubleshooting instructions. Despite these, the abnormal noise remained audible, and with two important flights coming up, the customer was concerned about the jet’s availability. Hawker Pacific requested on-site validation.