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Honeywell Turns Customer Feedback Into Intuitive And Streamlined Support Services For Pilots And Operators

October 26, 2013 Tech No Comments Email Email

Honeywell Aerospace (NYSE: HON) is bolstering its support offerings to make flight planning and day-to-day operations easier and more intuitive for business jet owners.

With a new customer support mobile app, enhanced Global Data Center (GDC), refreshed online customer support portal and expanded Global Customer Committee (GCC), operators will have improved access to Honeywell’s global support network. The upgrades will increase operational efficiency and safety for pilots and operators worldwide.

“From product and customer support to flight planning services, Honeywell is continually working to upgrade and improve our offerings for customers, making flying more productive, safer and seamless around the globe,” said Rob Wilson, president of Business and General Aviation, Honeywell Aerospace.

Direct Access: Business Aviation – A New Mobile App

Designed with pilots and maintenance personnel in mind, Honeywell’s new Direct Access: Business Aviation mobile app allows for intuitive and easier nonstop access to Honeywell’s global support network. To create the app, Honeywell used a human factors approach and worked with operators and channel partners to determine the most beneficial and important features necessary for seamless operations and increased efficiency.

Direct Access: Business Aviation will allow customers to connect quickly and easily with aircraft on ground (AOG) desks, tech support, dealers and service centers; have immediate access to parts support; and receive news and updates tailored to their location. The intuitive app can be used on iOS and Android devices and can be downloaded for free at the Apple App and Google Play stores.

New Capabilities for Global Data Center

Honeywell’s GDC is a comprehensive flight support services solution offering worldwide flight planning, VHF and satellite data link, aviation weather services, and FlightSentinel™ international flight following and concierge services. Honeywell recently announced three new agreements that provide additional customer benefits through GDC services:

  • Honeywell will work with Jetex on a worldwide expansion of Flight Sentinel™ services. The upgrade will complement Honeywell’s existing en-route flight following and dispatch support capabilities with the full scope of Jetex’s international trip planning expertise. The expanded service offerings will give pilots access to worldwide planning for fuel, permits, fixed-based operations, hotel bookings, security and more. Jetex and Honeywell GDC customers will have full, nonstop access to enhanced Flight Sentinel services through the Web, on the flight deck and via a shared app available on the Apple App store.
  • A new agreement with Aircraft Performance Group (APG) offers aircraft performance and runway analysis as well as aircraft-specific weight and balance calculation capabilities. Honeywell GDC customers will immediately realize a pilot-optimized workflow and support for a wider range of aircraft configurations. The technology will be made available to GDC subscribers through
  • A strategic agreement with WSI, a global leader in flight-critical aviation weather services, now provides Honeywell GDC customers with increased access to weather radar coverage beyond the continental U.S. to other regions frequently visited by business aviation operators, including Australia, Europe, the Caribbean, Alaska and Hawaii. The partnership enhances Honeywell’s weather display coverage on Primus Epic flight deck displays, other integrated cockpit displays, and on the MyGDC iPad app. Refreshed and Updated Customer Portal

Honeywell recently redesigned its customer support portal to provide real-time information on the status of repair orders. The new presents a simplified interface for easy navigation and streamlined access to information including AOG data and more accurate status and visibility of orders. Customers are able to track parts or repairs from the time the order is placed to completion.

The portal is also updated with 16 aircraft-specific product outlook documents that provide customers with information on mandates, upgrades and obsolescence. These documents will give customers the budget details needed to maintain their aircraft for approximately five years. Honeywell continues to invest in tools that help make doing business easier for customers.

Global Customer Committee Expands Membership

The GCC is an independent group of aerospace professionals, with over 90 members worldwide, that collaborates with and advises Honeywell to bring about improvements in aircraft, equipment, operations and services. The GCC’s mission is to prevent problems from occurring through a free-flowing exchange of information between its members and Honeywell, working through a set of actions that is consolidated and prioritized globally.

The actions address both electrical and mechanical products as well as processes and services. Honeywell hosts two annual in-person meetings in America, Europe, the Middle East, Africa and the Asia Pacific region, as well as monthly communications. In the past year, Honeywell has continued to expand the GCC to include members in South and Central America and Asia Pacific to enhance global support for business aviation customers.

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