Fixed-wing & helo combined: 1 Williams, 2 Pratt & Whitney, 3 GE, 4 Rolls-Royce, 5 Honeywell, 6 Safran-Turbomeca
Helo only: 1 Pratt & Whitney, 2 Safran-Turbomeca, 3 Rolls-Royce.
Pro Pilot staff report
Data compiled by Conklin & de Decker
Pro Pilot has conducted its Powerplant Product Support Survey for 28 years now, reaching operators worldwide and giving them the opportunity to evaluate the quality of aftersale product support provided by aircraft turbine engine manufacturers.
Williams takes 1st place for the 5th year in a row, with an overall score of 8.85 – improved from 8.78 earned in 2019.
Williams clinched 1st place in all categories except for cost of parts, where they took the 2nd spot. Best category increase was made in response to problems, with a score of 9.29 – up from 8.93 last year.
Pratt & Whitney keeps its number 2 place for the 2nd year in succession. Overall score earned was 8.43 – up from 8.37 last year.
P&W secures 2nd place in response to problems, spares availability, tech manuals, and service satisfaction categories, and 3rd in cost of spares, speed in AOG service, and tech reps. Best category increase was in tech manuals, with an 8.65 score – up from 8.45 last year.
General Electric remains 3rd with an overall score of 8.35 this year compared to 8.29 in 2019. GE obtained 1st place in the cost of parts category, and 3rd in spares availability and tech manuals.
The company’s biggest category improvement was in cost of parts, with a score of 7.51 this year – up from 7.08 in 2019.
Rolls-Royce moves up 1 spot to 4th this year, earning an overall score of 8.21 – up from 7.82 in 2019. It took 2nd spot in speed in AOG service and tech reps, and 3rd in response to problems and service satisfaction.
Rolls-Royce raised all its category scores this year, obtaining the largest growth in tech manuals with a score of 8.35. Last year this number was 7.77 – a substantial difference of 0.58.
Honeywell gains a notch, moving up to 5th this year with an overall score of 8.08 – up from 7.58 last year. This was the biggest overall score gain in the survey, with a 0.50 difference.
Honeywell saw a significant improvement in all category scores, the best being in service satisfaction, with 8.51 this year. Compared to 7.66 last year, this is a 0.85 increase. With these numbers, Honeywell has the largest score advance in the entire survey.
Safran Helicopter Engines (formerly Turbomeca) rounds out the survey, taking 6th place this year. Overall score was 8.05, slightly down from 8.10 last year.
Best category improvement was made in service satisfaction, with an 8.38 score – a difference of 0.12 from the 8.26 earned in 2019.
Jet and turboprop divisions
For the 10th 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 30, while for helo it was 19.
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).
Williams Intl Senior VP Product Support Steve Shettler canbe contacted at 248-960-2569 or bye-mail at sshettler@ williams-int.com. The Williams Product Support team can be contacted as follows: Web: www.williams-int.com,e-mail WIproductsupport@williams-int.com or by phone: 1-800-859-3544 (outside USA 1-248-960-2929).
Williams FJ44s continue to be very reliable engines. Also, tech reps are always exceptionally responsive whenever we need them. I have a great deal of confidence in these engines and the support from Williams.
ATP/A&P. Citation CJ4
My flight department operates a Pilatus PC-24 powered by Williams FJ44-4A engines. We only have about 200 hrs on them, but the few questions we’ve had were answered quickly by the Williams product support team.
ATP. Pilatus PC-24/PC-12 & Citation II
Winter Springs FL
Had an internal engine malfunction confirmed by borescope. Williams had a spare engine on a truck on its way for us that very evening. It arrived 2 days later, they installed the spare engine, and we were good to go. We had a 4-day downtime, and that’s simply unreal! I’ve been in this business for a long time now, and it’s no wonder Williams is kicking its competitors to the curb. We had TAP Blue, and the entire episode was covered by Williams. I give them a 10 out of 10!
ATP/A&P. Citation CJ3
Dir of Maintenance & Captain
Las Vegas NV
Our Citation CJ3 is powered by a pair of Williams FJ44-3A engines. Our experience with Williams product support has been very good. The company really provides great service to its operators.
ATP/CFII. Citation CJ3
ATP. Citation CJ4
D K Boyd Land and Cattle
ATP/CFII. Citation CJ4
Williams TAP Blue just requires scheduled service, and it keeps on going. I find these engines very reliable. And aftersale support is excellent.
ATP. Citation CJ3
Reliability is what I find in the FJ44-2C engines powering our Citation CJ2. Although we’ve had no issues to date, we’ve received superb service from Williams.
A&P. Citation CJ2
Dir of Maintenance
Tamarack Flight Management
I think Williams exemplifies superior customer service and support.
ATP. Citation CJ4
Flight Dept Mgr
Mount Pocono PA
Pratt & Whitney
Pratt & Whitney
P&WC VP Customer Service Satheeshkumar Kumarasingam can be contacted at 450-647-7170or by e-mail at satheeshkumar. email@example.com. For 24/7 support, contact the Customer First Centre at 1-800-268-8000 or by e-mail at firstname.lastname@example.org.
P&WC VP Customer Programs Tim Swail can be contacted at 450-647-2901 or by e-mail at email@example.com. For 24/7 support, contact the Customer First Centre at 1-800-268-8000 or by e-mail at firstname.lastname@example.org.
A&P. Sikorsky S-76D & Global 7500
AVEX at CMA (Camarillo CA) is the maintenance facility that has provided all service for the PT6A-66D installed in our TBM 930. We’ve been very pleased with all support received from them. AVEX is a Daher-recommended service center, so we’ve never dealt with P&W directly.
Comm-Multi-Inst. TBM 930
Av Dept Mgr & Pilot
Never had any problems with the PW610Fs powering our Eclipse 500. We’ve had over 3000 hrs during 10 years of operating these engines, and they’ve proved to be reliable.
ATP. Eclipse 500
National American University
Couldn’t be happier with our pair of PW308Cs and the support received from this OEM. Our FSR Flavio Gomes here in Brazil does an outstanding job.
ATP. Falcon 2000LX
Brasília DF, Brazil
We’re very satisfied with the pair of PW815GAs powering our Gulfstream G600. Pratt & Whitney has provided us with fantastic product support.
Operator. Gulfstream G600
Dir of Technical Service/CAM
Bee Ngak Tong
ATP. Learjet 60 & Citation Sovereign
Seletar Jet Center
By far the best product support in the industry is provided by Pratt & Whitney. We are very satisfied with the PT6C-67Cs installed in our Leonardo AW139, and the service received.
Comm-Multi-Inst. Leonardo AW139
London Air Services
Richmond BC, Canada
Pratt & Whitney provides excellent engines that are reliable and efficient, and are backed up by awesome product support.
ATP. Citation Latitude
Peace River Citrus Products
Daytona Beach FL
Aftersale product support received from Pratt & Whitney has been outstanding, and the PW308Cs installed in our Falcon 2000LX are super reliable.
ATP. Falcon 2000LX
Av Dept Mgr
Very pleased with our P&W PT6A-42s installed in the King Air B200 that we fly for the state. Aftersale product support we have received from Pratt & Whitney has been excellent.
ATP/Helo. King Air B200
Turkish Armed Forces
Parts availability for the PW306As powering our Gulfstream G200 is very good. We’re also pleased with the response and service P&W provides when an issue arises.
Carlos Sala Igual
Comm-Multi-Inst. Gulfstream G200
Albal, Valencia, Spain
In my opinion, Pratt & Whitney engines have proved reliable, and customer service continues to maintain its earned benchmark. Any issues we’ve experienced have been corrected by the issuance and application of service bulletins. Technical support is sound and always available.
A&P. Leonardo AW139
MD State Police Aviation
We’ve been operating our 2018 Phenom 300 with PW535 engines installed for more than 21 months, and we love it. Engine thrust ratio is excellent for this jet. We’ve had no problems since new. Job well done, Pratt & Whitney!
Comm-Multi-Inst. Phenom 300 & King Air B200
Had an oil leak in our right PW545C. Textron tried to fix it. P&W told them what to do, but Textron said this was not the problem, and considered the issue fixed. However, the problem wasn’t resolved until P&W came to our hangar and fixed the issue in 3 hrs.
Comm-Multi-Inst/CFII. Citation Excel
Gen Mgr Commercial, Service & Support at GE Aviation’s Business and General Aviation unit Jim Stoker can be contacted at 513-552-3800 or by e-mail at email@example.com. For 24/7 support, contact the GE Aviation Business Jets Operations Center at 513-552-JETS (5387) or toll free at 877-456-JETS (5387), or e-mail firstname.lastname@example.org.
Very pleased with my Challenger 604 powered by a pair of GE CF34-3Bs. The engines have performed very well, and overall the service from the OEM has been great.
ATP. Challenger 604
ATP. Challenger 604
Columbus Capital Partners
Lake St Louis MO
Have to consider that the GE Passport 20 is new to the Global 7500. Growing pains are certain, but GE has been responsive. However, the limited number of engines in use on the Bombardier platforms has been responsible for the limited availability of parts. I think that these issues will go away as the program develops.
ATP. Global 7500 & Sikorsky S-76D
I find the CF34s installed on our Challenger 605 to be superb. I find them very dependable. In more than 20 years of operation, we’ve never had any issues.
ATP/CFII. Challenger 605
GE CF34 is one of the most maintenance-free engines ever, not to mention reliable. I’ve been operating CF34s for over 20 years and I couldn’t be happier with the support received from the manufacturer.
ATP/CFII. Challenger 650/605
VP & GM Aviation
We operate a Global 7500 with GE Passport 20 engines installed. I think onboard data logging allows for preventive maintenance before an AOG develops. I’d like to see an app to enable pilots to use engine data for more efficient maintenance event planning, like that used by Qantas & GE.
ATP. Global 7500
ATP. Challenger 650
Winnipeg MB, Canada
GE Business and General Aviation Regional Account Leader Greg Norwood has always been a great asset to GE. He’s very customer-oriented, and provides full- circle follow-up on all our requests. Kudos to Greg and his team!
ATP. Challenger 601
Operating our Sikorsky S-92 powered by a couple of GE CT7-8As has been a nice experience. GE has provided excellent customer service, and its response to problems has been outstanding.
ATP/Helo. Sikorsky S-92/S-76
S-92 Fleet Pilot & Flight Safety Officer
Thai Aviation Services
Nakhon Si Thammarat, Thailand
ATP. Global 6000/5000
Hard to beat the reliability of the R-R BR710s. I’m also pleased with the product support backing up these engines.
ATP. Global Express & Challenger 604
Our R-R Regional Customer Mgr Paul Tracy is excellent. He’s very responsive and quick to coordinate parts and support any time we have an issue or inquiry.
ATP. Gulfstream V
Trophy Club TX
ATP/CFII. Gulfstream G550
G550 Pilot & Special Training
We’re very pleased with the BR710s powering our Gulfstream G550. Rolls-Royce does an amazing job of supporting its engines.
ATP/A&P. Gulfstream G650ER/G550
Dir of Maintenance & Captain
Sydney NSW, Australia
Rolls-Royce has always been there for us, whether for scheduled maintenance or mechanical failures, which are rare. These engines just perform day after day to a very high standard. R-R has proved itself by putting a highly dependable engine on a great platform. Speed and fuel efficiency are unmatched. We have over 4500 hrs on this G650ER with the extreme reliability and performance that R-R promised and delivered.
ATP/Helo/CFII. Gulfstream G650ER
Dir Flight Ops
Very impressed with Rolls-Royce and its product support. When we had an issue with our engines, they went the extra mile to get the aircraft out and back into service with 0% loss of dispatch reliability.
Kevin Van Splunder
ATP. Global 6000
Product support provided by R-R has been good. However, tech manuals are costly. They used to be available free of charge.
Helo/CFII. MD 500 & Bell 206
Vista I Inc
Rolls-Royce provides excellent technical support. Even in remote regions, R-R engines are very reliable. In my opinion, its costs are low compared with other engines.
Comm-Multi-Inst/Helo/A&P. Airbus AS355
ATP. Gulfstream G650ER/G550
Dir of Ops & Chief Pilot
We have found that accounting is slow its process and uncooperative when billing issues are involved. They have offices in London and in Germany. However, it’s as though they don’t communicate with each other. As a result, we need to send e-mails to their offices in London and Germany to solve the same issue. On the other hand, technical support is coordinated perfectly.
ATP. Gulfstream G650
Dir Flight Dept
Platinum Equity Flight Dept
My flight department operates a Bell 407GX powered by a R-R 250-C47B. We’re happy with spares availability and the good service received from the OEM.
Comm-Multi-Inst/Helo. Bell 407GX
Charleston County Sheriff’s Office
North Charleston SC
Honeywell Aerospace Business & General Aviation Dir of Customer and Product Support, Americas Megan Towne can be reached directly by phone at 602-300-8593. She can also be reached by e-mail at email@example.com. Honeywell’s Direct Access app allows customers to talk to the company’s customer support experts, find their nearest support rep, and sign up for operator conferences.
Couldn’t be happier with our Gulfstream G280 powered by a couple of Honeywell HTF7250Gs. It suits our operation very well and the maintenance service received for our engines has been outstanding.
ATP/CFII. Gulfstream G280
In my thankfully limited need for their attention, I’ve found that Honeywell tech reps are responsive and very knowledgeable. Also, while parts are by no means inexpensive, pricing is better than that of most other engine manufacturers. Parts availability, even for older engine models, is very good.
Comm-Multi-Inst. Turbo Commander 681
San Diego CA
Honeywell TFE731-60 engines installed in our Falcon 900EX EASy II have been extremely reliable. Once a slightly out-of-tolerance oil pressure indication was identified quickly with our tech rep’s assistance. It was corrected immediately without interruption to our flight schedule.
ATP/CFI. Falcon 900EX EASy & Global Express
Lexair Corporate Aviation
My company operates an Embraer Legacy 500 powered by a pair of AS907-3-1Es. Couldn’t be more satisfied with the engines and support received from Honeywell.
ATP/CFII/A&P. Legacy 500
Springsure QLD, Australia
West Star Aviation at GJT (Grand Junction CO) has serviced our Honeywell TFE731s. We couldn’t be happier with the excellent work done by its professional team.
Enrique Canel Winder
ATP. Learjet 45XR
Ops Dir & Chief Pilot
Estilos Modernos del Bajio
Very pleased with our pair of Honeywell TFE731-3Cs powering the Astra we operate. Company response has been very good whenever we’ve had engine issues.
ATP. IAI Astra
I’ve had great experience with the Honeywell TFE731-60s installed in our Falcon 900EX EASy. They’re very good engines and highly reliable.
ATP. Falcon 900EX EASy/Falcon 7X
Operating Honeywell TFE731-40 engines powering our Falcon 50EX has been a good experience. They’re very reliable engines.
ATP. Falcon 50EX
Safran Helicopter Engines (Turbomeca)
Safran Helicopter Engines Executive VP, Support and Services Sébastien Jaulerry manages the company’s global support and services organization to ensure proximity service for every current Safran Helicopter Engines operator worldwide. He can be contacted by phone at +33 559 74 40 00 or by e-mail at firstname.lastname@example.org. Info is also available on the company’s website, www.safran-helicopter-engines.com.
Very pleased with our FSR Tom Davis. He is quite knowledgeable and professional. Our Arriel engines have performed extremely well for our operations.
ATP/Helo/CFI. Airbus AS365N3
Chief Helicopter Pilot
Safran Arriel 2C engines are very reliable, in my opinion They come with excellent product support provided by the manufacturer.
Operator. Airbus AS565MB/AS365N3+
We enjoy operating our Airbus AS350B2 powered by an Arriel 1D1, and we’re very satisfied with Safran’s aftersale product support.
Helo. Airbus AS350B2
Grand Junction CO
I believe that Safran is head and shoulders above their competition. We’re satisfied with all aspects of their product support.
A&P. Airbus EC120
Dir of Maintenance
Fresno Police Skywatch
Our Arrius 2F installed in the H120 we fly has been very reliable, with few issues over the years of operation. We’re also satisfied with our tech rep, who has always been very helpful solving our issues or inquiries.
Helo. Airbus H120
Del Mar CA
Couldn’t be more satisfied with Safran’s support for the Arriel 2D installed in the Airbus H130 we operate. Our FRS Mike Michelsen is excellent, and parts and customer service have been exceptional.
A&P. Airbus H130/125 & Leonardo AW109
Dir of Maintenance
Fort Wayne IN