Digital ACJ

Customer
Forum

Septembre
2021
#30
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
TH
30 MEETING
To prepare the restart with care
The Covid-19 crisis was a new
experience for all of us. New ways of
working, new ways of interacting, but
also new ways to share and help.
Our collective intelligence and
solidarity were the best cure to fight
this threat.
It would have been risky to bring
together the entire ACJ community
when the virus spread around the
world. Initially planned in Berlin, the
ACJ Customer Forum 2020 should
have been a record year, as we had
never had so many registrations.
This proves your attachment to this
annual event and your interest in the
presentations prepared by the
speakers. Nevertheless, health and
safety has been and will always
remain our priority.
Even if technology can be blamed
sometimes, technology has allowed
us to continue daily supporting you
and your aircraft and to take no risks
for the ACJ Advisory Boards and
Forums. All these were fully digital
but successful. A key factor in
resilience is adaptability.
Technology has worked but... Yes,
there is a "but". What a frustration to
not meet you all in person! Our
exchanges were missing, your
reactions, questions and concerns
too. The richness of our meetings,
Boards or Forums is not limited to the
presentations as exciting as they are.
They are places where our family
spirit develops and where
interactions make us move forward.
We really missed this atmosphere
and the feeling of a family reunited to
progress together, ACJ operators,
suppliers and partners (cabin
outfitters, services centres, engine
manufacturers, connectivity service
providers…).
02
A new phase in the COVID-19
pandemic is upon us. We need now
to ensure a successful and secure
restart of all our activities.
Restarting does not mean a return
to past habits. This new future will
take a renewed and improved
shape and must be smart and
prepared together !
The last Customer Advisory
Board meeting and the ACJ
Customer Forum on June 22
were entirely related to this :
Renew - Restart - Succeed -
Prepare - Be smart - Improve
RENEW - page 3
The ACJ Customer Advisory Board
has been renewed. As usual, a third
of its members is replaced yearly.
The new Board will continue to
represent you the Airbus corporate
jets operators, whatever your types
of operations, your organizations,
your regions of the world.
RESTART - pages 4 and 5
Business aviation activities were
globally less impacted than
scheduled Airline operations during
the crisis. In all cases, the restart
must be well prepared and Airbus
and ACJ support you in resuming
activity, as we have supported you
when it was necessary to maintain,
store or park certain aircraft during
the lockdown.
SUCCEED - page 6
The ACJ Customer Forum is the
annual event that brings together
the entire ACJ family. As for all
family gatherings, organising such
an event was very complex in the
current global context. However
the result this year, on June 22, was
W W W. A C J . C O M
a real success, digital but engaging
and dynamic.
PREPARE - page 7
Innovation, sustainability & security
are part of the Airbus and ACJ's
DNA. Let's see how these subjects
were covered from their creation to
their elaboration during the ACJ
Customer Forum by the experts.
What are the needs, the
challenges, the current and the
future solutions? Most importantly,
it is clear Airbus cannot work alone
but needs the support of the entire
ecosystem, including ACJ and you,
operators and suppliers.
BE SMART - Page 8
Airbus Corporate Jets (ACJ) and
Latécoère Interconnection
Systems (LIS) have signed a
partnership agreement to develop
a new and unique In-Flight
Entertainment (IFE) technology -
“The ACJ Smart LiFi Monitor”.
IMPROVE - pages 9 to 11
I am delighted to share with you the
results of our last Customer
Satisfaction Improvement
Programme (CSIP) conducted by
the ACJ Quality team. As per
previous years, your feedback has
been carefully analysed and this
newsletter provides you with
specific improvement initiatives we
are implementing over the course
of 2021. To bring the maximum
value to your business, the ACJ
Customer Advisory Board will be
involved in these actions too.
Stay safe, with kind regards,
Olivier RAYNAUD
ACJ Advisory Board
Liaison Officer
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0 W W W. A C J . C O M

TO RENEW
ACJ Customer Advisory Board membership renewal

The new members of the ACJ charter). Air

Customer Advisory Board have
been elected for a duration of one
year, during the 30th Advisory
Board meeting. Chaired by
Konstantin ESSLER (MJet), the
Board will meet four times this
year. The outcomes of their
discussions and work will be
systematically communicated in
this dedicated newsletter.
The ACJ Customer Advisory Board
was created in 2012 and is renewed
during each ACJ Customer Forum.
The exception was last year : due to
the sanitary context the renewal was
frozen for a year.
Composed of experienced executive
managers (CEO, COO, Air Forces'
Colonels...), this group ensures
representativity of the ACJ operators
community. Diversity is ensured both
in terms of locations and type of
operations (government, private or
Based on strong values of transpa-
rency, respect and engagement, the
ACJ Customer Advisory Board is a
place where members are not
supposed to be conducting business
or competition with each other.
The new ACJ Customer Advisory
Board :
Ÿ Ali ALGHAMDI - Nasjet Private
Services
Ÿ Jonathan BOUSFIELD- Acropolis
Aviation
Ÿ Thierry BOUTSEN - Boutsen
Aviation
Ÿ Stuart BURROWS - DC Aviation
Ÿ Qiniso DHLAMINI - Renac
Ÿ Konstantin ESSLER- Mjet
Ÿ Walter FERRARI - Al Hokair Aviation
Group
Ÿ Nicolas JACCARD - GlobalJet
Aviation
Ÿ Vladimir LAPINSKIY - Meridian
Ÿ Sudhir NAYAK - Reliance
Ÿ David VAN DEN LANGENBERGH -
Luxaviation Group
Ÿ Doug WILKE - Sands Aviation
Ÿ Andrea ZANETTO - Comlux
Aviation
Despite the still limited possibilities to
travel and work together face to face,
the new Board aims to prepare a new
working plan in the coming months. It
will of course be strongly influenced
by the remarks captured during the
last Customer satisfaction survey
(please refer to page 9 onwards).
If you have any comments or wish to
suggest a subject for improvement or
work for this Board, do not hesitate to
contact the chairman at
k.essler@mjet.eu or the liaison officer
at olivier.raynaud@airbus. com.

ACJ Customer Advisory Board

Newcomers

Andrea ZANETTO Ali ALGHAMDI Sudhir NAYAK David VAN DEN Cpt. Walter FERRARI
COMLUX AVIATION NASJET PRIVATE RELIANCE LANGENBERGH AL HOKAIR
SERVICES INDUSTRIES GROUP LUXAVIATION GROUP AVIATION GROUP

03
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
TO RESTART
Manage the crisis and coordinate a safe return to operations
Safety has always been the
greatest priority in aviation, and for
decades our industry has proven
its ability to manage risks and
crisis in a professional, innovative
and globally-coordinated way. This
ability was a real plus to face the
pandemic crisis and to prepare the
return to operations, from parking
the aircraft, supporting you at
distance, improving our services
and, finally, reassuring the
passengers that have to come
back to fly.
Parking and storage
optimisation
In April 2020, 80% of the airliner fleet
was grounded and stored for several
months while the ACJ fleet slowed
down by 50% their operations during
the same period. This was mostly due
to an increase in the number of
Government flights. As a result, even
though there were less aircraft in
flight, the ACJ team handled more
activities to support you during this
period :
Ÿ More investigations and queries
concerning maintenance and
operations;
04
Ÿ More activity to help you to
preserve your Airbus corporate
jets in flight ready conditions or
long-term storage. Due to the
COVID-19 crisis, the need to park
and store aircraft has never been
greater.
More than ever, Airbus and ACJ were
optimising Parking and Storage
procedures to minimise costs while
preserving asset value.
Facing this unprecedented and
massive fleet storage worldwide, we
has launched an active support to all
operators about the grounding,
parking and storage conditions.
Best practices were summarized for
you by Carmen TRIGO-ROMERO
during the ACJ Customer Forum :
storage capacity, preparation, list of
tasks, procedures, monitoring, finding
management… And dedicated
newsletters and webinars were
detailing them during the crisis.
For any guidance if needed, do not
hesitate to contact your dedicated
CSD (Customer Support Director) or
C4You at c4you@airbus.com.
W W W. A C J . C O M
Distance working,
support and services
During this period, we all had to adapt
also to work differently with less
travels and no more face-to-face
meetings.
We kept contact with you from our e-
meetings, video conferencing, and
even web-live sessions. You were
more than 150 connected to our
dedicated web live session on
Mandates, presented by Sebastien
GODFROY and the Airbus experts in
that domain.
Less travel led to an increase in the
need for remote or distance solutions.
ACJ and Airbus have adapted the
Services offers where possible to
meet these needs. In particular,
services to your pilots when they have
to get their recurrent training every 6
months and no more possibility to
travel.
We successfully set up two initiatives
to allow your pilots and your
maintenance teams to meet their
training obligations.
More globally, your feedback on our
efforts to stay in strong contact with
you is really good.
The satisfaction index has shown the
highest score ever in our regular CSIP
survey, about the relationship with
your Customer Support Directors and
with the C4You team.
This proves to us that you really see
that we are doing all that we can to
give you excellence in Customer
care.
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
Improved Service
Bulletin delivery lead
time for ACJ
Some ACJ operators have used
the downtime imposed by the
Covid to carry out more
maintenance and upgrades on their
aircraft.
Upgrades’ delivery leadtime
improvement was one of the
actions of the ACJ Advisory Board
last year. Solutions were put in
place and results measured all
along the year.
These results are very good and
promising. Despite the crisis that
has complicated the Supply Chain
and increased the volume of
Upgrades requested, the on-time
delivery ratio for Service Bulletins
and Kits increased drastically for
ACJ operators.
The solution deployed by the
Advisory Board and ACJ is based
on four pillars:
1/ a dedicated monitoring:
Ÿ All management activities
related to ACJ Services Bulletin
and Kits were regrouped
Ÿ Planning and monitoring is
centralised and involved all
actors
Ÿ Monitoring of your deliverables
is now done daily
2/ an end-to-end approach:
Ÿ All demands are consolidated at
ACJ level to Allow a better
prioritisation and to optimize the
industrial planning
Ÿ Alert and reaction in case of
delivery risk
3/ Customer satisfaction:
Ÿ Anticipate your demands
Ÿ Provide you with visibility (avoid
last minute cancellation)
Ÿ Increase reactivity
4/ New organisation:
Ÿ One single Key Account
Manager for all ACJ activities
Ÿ New Airbus organisation for Kits
and Upgrades deliveries
Ÿ Additional Upgrade Production
Managers
05
Dedicated
Monitoring
End-to-end
Approach
Back to the sky with
clean air cabin
Everyone has questions about how
to protect their health while
travelling.
As we take to the skies again we
want to provide facts to reassure
that flying can continue to be a
source of enjoyment for all.
Air quality is and was since day one
a key element that the ACJ
Advisory Board had worked on.
The following technical element
were already shared in previous
newsletters ... but they take now a
very concrete meaning for all.
We have leveraged innovation for
decades to design a cabin
environment which is safe for
passengers and crew to breathe
clean air throughout their journeys
with technologies that have just
been implemented now due to the
sanitary crisis.
HEPA Filter
Clean Air
W W W. A C J . C O M
Customer
Satisfaction
New
organisation
The air in your Airbus corporate jet
cabin is renewed roughly every 2-3
minutes. It is a mix of fresh air
drawn from outside and purified air
from the cabin that has passed
through extremely efficient filters.
These are called High-Efficiency-
Particulate Arrestors (HEPA) filters,
which remove more than 99.9% of
particles present in the air, down to
the size of microscopic bacteria
and virus clusters.
Air enters the cabin through vents
near the overhead bins, travelling
downwards before being removed
via vents in the floor. This strong
downwards flow prevents
horizontal air movement within the
cabin, reducing risk of cross-
contamination between adjacent
seat rows.
The air is then either expelled from
the aircraft or recirculated via the
HEPA filters.
In other words the cabin air is clean!
Dust
Bacteria
Pollen
Germs
Odors
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
TO SUCCEED
The 2021 digital ACJ Customer Forum
For the ACJ Customer Forum, we
used to meet yearly, comfortably
installed in the same hotel,
networking in the same town and
facing the same panoramic
conference screen... Under one
roof, the entire ACJ community
shared the latest news, impro-
vements and innovations related
to Airbus corporate jets.
For sure this magic formula will be
in place again, hopefully in 2022.
But for 2021, the ACJ Customer
Forum had to deal with a very
complexe challenge : To be digital!
Our ambition is not to summarize
here the last Forum. The main
outcome was the so rich agenda,
both in terms of content and in terms
of speakers. To be more precise, 50
speakers were involved in this event.
A record for ACJ. A big thank you for
all of them!
Prepare and deliver understandable
but expert messages is never easy
during a conference. This year, the
challenge was even bigger : we had
to make complex things simple but
also to keep the digital audience
concentrated and interested. Our
06
speakers did better : they were really
engaging and captivating. None of
them fell into the trap of the classic
and boring digital conference we all
experienced during months with
Meet, Zoom and other Team tools.
Secondly, a big thank you goes for
sure to our sponsors. Their time,
contri-butions and loyalty to this event
and its audience (even more when
there are no possibilities to travel and
meet ACJ operators in person) reveal
their high level of engagement in our
community and business. I hope you
had a chance to visit them all in their
virtual booths created for the Forum.
W W W. A C J . C O M
“
Airbus in 2020 was like a boat
in a middle of a storm. During the
last 12 months, we saw what is
the vision of the captain and we
demonstrated how robust is the
crew and the boat”
Benoît DEFFORGE
The last thank you goes to you, the
audience, who followed the ACJ
Customer Forum live or in replay (see
link to the videos below). We were
only a fiflty to participate in this event a
few years ago. We are now several
hundred thanks to digital means.
Next year, the Forum will probably be
face to face again. But for sure, we
will capitalize on digital so that those
who cannot travel can attend too.
Video replay is available at :
https://www
.acj.airbus.
com/en/cus
tomer-
care/acj-
customer-
forum/pres
entations.ht
ml
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
TO PREPARE
Learn and innovate together for a sustainable future
As our planet’s environment
changes, so do its effects on the
business world, including
Aviation. Environmental changes,
impact our products, operations
and business practices. From
natural resources to supply
chains, to logistics, to energy
sources, to customer behaviours
and demographics, all businesses
must adapt or be left behind.
Climate change requires business
aviation to adopt sustainable
practices in order to become really
more environmentally responsible.
During the ACJ Customer Forum, we
learned about the risks aviation faces
if we don’t embrace sustainability,
existing solutions and potential
opportunities and, of course, the
benefits of adopting sustainable
practices.
The presentation was a very Airports
interesting panel discussion between
3 experts on 3 complementary AIRTRAFFIC
subjects linked to the sustainability
challenge : Fleet
Ÿ Glenn LLEWELLYN (VP Airbus
Zero Emission Aircraft),
Ÿ Balkiz SARIHAN (HO UAM
Strategic Execution and
Partnerships)
Ÿ Pascal ANDREI (Airbus Chief EFB
Security Officer).
Did you miss this discussion? No
problem, the video (as well as all the
videos from the ACJ Forum) is
available in replay for you:
https://www.acj. airbus.com/en/customer-
care/acj-customer-forum/presentations.html
Enjoy your viewing!
— « Public expectation is changing
rapidly: our stakeholders’ and the
public’s appetite for a viable path
towards climate-neutral aviation has
never been greater. A zero-emission
07
aircraft is really about Airbus having
the ambition to bring an aircraft which
can fly with no impact on the climate
to reality by 2035. We see it as a huge
business opportunity. We see it as
something the operators are asking
for from us and on top we see it as a
moral obligation that we need to bring
climate-neutral flying to society » said
Gleen LLEWELLYN.
This was a good introduction to
mobilise the entire ACJ community.
Now, the Advisory Board will take
ownership of this subject with the goal
to build a clearer and common plan
before the next ACJ Customer Forum
in 2022.
Supply Chain
MAINTENANCE
MRO
Line
Fuel
FLIGHT
OPS
Personal
Device
Crew
— « It's a fantastic journey because
we learn a lot. Urban air mobility is a
key element in Airbus’ zero emission
strategy. It is also essential to our long
t e r m s t r a t e g y, d r i v i n g t h e
development of techno-bricks such
as autonomy, connectivity, and fully
electric flight that will benefit both
traditional helicopters and the future
Urban Air Mobility (UAM) market.
W W W. A C J . C O M
Our vision is to bring new capabilities
that will deliver value to our customers
while pioneering sustainable aviation
through innovation » said Balkiz
We intend to be a long term player
and know that we can't play alone.
UAM is more than a vehicle, it
requests the establishment of a new
ecosystem for which there are still a
lot of elements to be defined on top of
maturing the necessary techno-bricks
that will make it technically feasible.
Airbus has set itself a huge ambition
to deliver a zero emission aircraft to its
customers by 2035. For it we need
also regulators, airports, energy
PRODUCTION
Regulation
Design
Staff
Information
System
CABIN
Cabin
Providers
IFE
PAX
Connectivity
Service
Providers
On-Ground /
On-flight WIFI
suppliers, technology partners,
operators...
So more than ever, it is TOGETHER
that we will learn and innovate and
prepare the future world where a
more sustainable Business Aviation
will fit better the new public
expectations.
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
TO BE SMART
Your habits have changed. Your TV monitor too.
The intelligent TV known as Smart
TV no longer displays just images
but now becomes a real gateway to
interactive interfaces available in
our homes ... and now in your
Airbus corporate jet too!
You probably perfectly master the
concept of smart phone. Smart
television uses a lot of the same
technologies.
At a glance, confusing a classic
screen with a smart screen is
inevitable as their design is similar.
H o w e v e r, t h e S m a r t T V h a s
interactive content that offers many
services that are as practical as they
are fun.
The only problem with smart TV?
They were not available for aircraft
yet. For the first time, this smart
experience is now proposed for your
jet.
The ACJ Smart LiFi Monitor is a smart
TV co-developed by ACJ and
08
Latecoere Interconnection Systems
aiming to bring the on-ground
experience into your cabin :
Ÿ In order to be « smart », your TV,
like your phone, must have
multiple build-in features. The
ACJ Smart LiFi Monitor is an all-in-
one monitor. No more complex
and costly IFE architecture with
multiple independent systems. Our
new monitor zaps the need for
many separate IFE elements. It is
cost effective, reliable and simple
to install and maintain.
Ÿ In order to be « smart », your TV
must embed multiple functions.
The ACJ Smart LiFi Monitor is
capable of mirroring, casting,
remote controlling, moving map,
weather, advertising-based video
on-demand, web browsing,
camera, videoconferencing, etc.
Ÿ In order to be « smart », your TV,
must be easily plug-and-play.
The ACJ Smart LiFi Monitor is fully
W W W. A C J . C O M
compatible with 115VAC, HDMI,
HD-SDI, Ethernet, ARINC 429 link,
USBc.
Ÿ In order to be « smart », your TV,
must be connected. The ACJ
Smart LiFi Monitor offers several
wireless connexion possibilities:
WiFi, Bluetooth and LiFi (Light
Fidelity), the latest wireless
communication technology which
uses light to transmit data.
Ÿ In order to be « smart », your TV,
must be innovative and state-of-
the-art. Our all-in-one monitor is a
hi-tech and futuristic 4K UHD light
and thin display, with unequalled
processing and storage
capabilities (2To).
Most of all, to be « smart », your TV
must be available. It is the case. A
demonstrator exists. Details and an
offer can be provided on request by
your Customer Support Director for
21, 32, 43 or 55 inches monitors,
available from Q1and Q2 2022.
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
TO IMPROVE
ACJ Customer Satisfaction Improvement Programme
More feedback, more
participation, more perspectives
of improvement are what we
received from our ACJ CSIP
(Customer Satisfaction
Improvement Programme).
Since 2015, we have been using
this CSIP to measure over the
long term what you, the ACJ
Operators, think about us and
our products, support, services,
developments, improvements &
communication.
It was our 4th survey. The number
of responding Customers increased
slightly. There were almost 40%
more people who answered. This
gives us more representativeness
and we would like to thank you a lot
for your participation and efforts.
This year was a transition year. First
because of the sanitary context but
also because we are preparing, for
the end of the year, a different CSIP
structure.
The CSIP satisfaction index, per
topic and per customer, ranges
from -100 to +100.
By aggregating all answers, we had
last time an overall satisfaction level
of 72. This year, in a very
challenging environment, we stand
at 66 but with two different trends :
Satisfaction Index scale (SI)
Satisfaction Index(SI)
-100 0 +100
Unacceptable Poor Fair
09
Ÿ First, our core missions received
some highest scores ever. This
includes the support from your
C4You and CSD but also our
Aircraft in terms of comfort,
q u a l i t y, r e l i a b i l i t y a n d
performances.
Ÿ Secondly, a decrease in
satisfaction with the other
activities, some Services, the
Advisory Boards, Newsletter,
social media...
Certainly we were too focused
on managing the crisis to adapt
quickly enough our practices to
the travel limitations and to the
new digital world. But we
learned. The digital Forum in
June and this current newsletter
are good examples of work we
are now producing and
communicating, even if the
normal proximity and face-to-
face communication with you are
still missing. We really hope that
very quickly we will be able to
meet you all soon, during Board
meeting or larger events.
On top of the scores, the
comments you provided are very
valuable. They allow us identifying
what your main interests and
concerns are and where we can
act.
66
Good Very Good Excellent
W W W. A C J . C O M
The following pages detail the
results and they define a clear
improvement plan for :
Ÿ Aircraft & Cabin
Ÿ Support & Services
Ÿ Communication & Relation
The majority of the following
actions will be monitored by the
ACJ Customer Advisory Board
and progresses reported to you
via the newsletter.
The
_ next survey
The CSIP is now an annual event.
We want to make it easier for you to
answer.
We will propose to you to select the
topics for which you have an
expertise, therefore reducing the
overall number of questions to
answer. The questions will be more
focused, more directive, to better
trigger associated improvement
actions if needed. We are also
considering a less detailed separate
set of questions for the top
managers.
This new CSIP should come to you
before the end of the year. By
answering, you support our
ambition to reach a higher target of
Customer satisfaction, quality and
excellence.
Thanks in advance for your
participation.
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
ACJ CSIP REPORT Customer
Relations
Satisfaction

CSIP Support & Services Index (SI)

63
Consistently positive from all regions, we maintained, and even reinforced, high
satisfaction scores for our relations with you. We have found that you appreciate more
than ever the support provided by our C4YOU and Customer Support Directors., despite
the travel restrictions. We will continue to build on anticipating your needs and providing
advice and help where we can. These excellent relationships are clearly for us, the solid
foundation on which the other support and services activities will continue being improved.

High
_ satisfaction points Priorities
_ for 2021 We
_ continue to build on
• Your satisfaction with our C4You team • Spares • Visits frequency
and customer support directors • Warranty • Airbus World
You clearly valued the ability of these teams to • Suppliers • AOG and daily queries
- •
listen to and understand your requirements and • Service Bulletins & Kits Flight Ops & Navblue
issues, their availibility, credibility, business • Training • Technical Data
experience and ability to coordinate and follow- • Service Center Network
up your resquests.

“
Our Training caters more for the
_ 2021 improvement objectives airlines than for small corporate
users”
SPARE :
Ÿ Increase the communication for the existing offers
Ÿ Finalize and offer new initiatives

SUPPLIERS :
Ÿ Strengthen C4You cooperation with Suppliers

“
Ÿ Reinforce our Cabin enginnering support Provide more backing and support to
Ÿ Reinforce communication on warranty obligations customers when facing issues with
external vendors”
SERVICE BULLETINS & KITS:
Ÿ Continue to improve on-time deliveries for SB & Kits
Ÿ Provide regular visibility on the performances
Ÿ Enhance the lead times for quotations

TRAINING:
Ÿ Define with you a Training Care Package better
adapted to Airbus corporate jets operations

“
Need more Service Centres in
the USA”
SERVICE CENTRE NETWORK:
Ÿ Study a possible network increase (USA & ASIA)
Ÿ Increase dedicated marketing and communication

MAINTENANCE DATA PLANNING:

Ÿ Escalation of tasks for Parking & Storage & A-checks
Satisfaction Index scale (SI)
The action plan will be individually tailored based on Support & Services
your own CSIP feedback & comments. Satisfaction Index(SI) 63
When needed, these actions will be monitored by the
ACJ Advisory Board.
Unacceptable Poor Fair Good Very Good Excellent

10
 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
ACJ CSIP REPORT Aircraft
& Cabin
Satisfaction

CSIP Aircraft & Cabin Index (SI)

65
After several initiatives led by the ACJ Customer Advisory Board, Cabin Comfort joint the
aircraft Quality, Reliability and Performance as one of your highest satisfaction points. It
confirms that Comfort is really part of the ACJ DNA.
Another confirmation received from you : we must do better in terms of innovations and
collaborations with cabin experts. For sure the ACJ Outfitters Advisory Board launched
two years ago will play a crucial role in answering your needs on these points.

High
_ satisfaction points Priorities
_ for 2021

Your Airbus corporate jet in terms of : Ÿ Your aircraft in terms of innovation & improvements
Ÿ global satisfaction Ÿ The ACJ services supporting cabin development
Ÿ quality Ÿ The collaboration between ACJ and the cabin completion
Ÿ reliability centres
Ÿ performance Ÿ The contractual documentations
Ÿ cabin comfort

“
Our ACJ should be more active with
_ 2021 improvement objectives outfitters to provide System upgrades:
lighting, Cabin Entertainment.”
CABIN INNOVATION
Ÿ Innovative Smart LiFi Monitors (with Latécoère)
Ÿ Innovative ACJ cabin humidifier (with CTT)
Ÿ Launch other cabin comfort initiatives (noise, cabin
weight, weight & balance...)

“
CABIN COMPLETION ACJ and Outfitting Centers shall
Ÿ Reinforce the role of the ACJ Oufitter Advisory Board cooperate more closely to develop high
and deliver as planned, notably on Cabin technical quality maintenance documentation for
documentation and Cabin maintenance planning Cabin STC (better connection between
Ÿ Investigate needs and possibilities to increase the AMM and AMM-S, IPC and IPC-S, etc.)”
approved ACJ outfitter network
Ÿ Investigate needs and possibilities to accelerate cabin
refurbishing

CONTRACTUAL DOCUMENTATION

“
Ÿ Simplify aircraft & cabin contractual documents (Sales Any up to date information on
Proposal, Purchase Agreement, Outfitting Agreement)
FANS-C would be helpful.”
AIRCRAFT MODIFICATIONS
Ÿ Reinforce information on Mandatory upgrades
(FANS...) and optional modifications (nav-database
capacity increase, Hepa filters...) Satisfaction Index scale (SI)

When needed, these actions will be monitored by the ACJ Aircraft & Cabin
Customer Advisory Board. Some very specific actions are
launched in parallele for individual concerns that could be
Satisfaction Index(SI) 65
communicated to all, if of larger interest.

Unacceptable Poor Fair Good Very Good Excellent

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 A C J A D V I S O R Y B O A R D L E T T E R // I S S U E 3 0
ACJ CSIP REPORT Comm
& Relation
Satisfaction

CSIP Communication Index (SI)

71
You remain largely satisfied with the communication and relationships we provide.
However we recently have seen a decline in satisfaction, specifically with the ACJ
Advisory Boards. For sure, these Boards have remained for years one of highest scores
of our survey. Now, the forced pause we had in 2020 both in meetings and newsletters is
reported to us as something important to get back on track very quickly. Another point to
strengthen is our presence on social networks. A priority for us. Hoping to be able to do it
as successfully as we did on the web with ACJ.com.

High
_ satisfaction points We
_ continue to build on Priorities
_ for 2021

The relationship with: Ÿ The ACJ brand Ÿ The ACJ news on Airbus social
Ÿ your ACJ commercial Ÿ The websites ACJ.com and media channels
contacts iflyACJ.com Ÿ The ACJ Customer Advisory
Ÿ your ACJ customer Ÿ The information provided to you Board and its newsletters
services contacts on ACJ products
and services Satisfaction Index scale (SI)
updates
Ÿ The ACJ's Communication & Relation
presence at Satisfaction Index(SI) 71
business aviation
air shows
Unacceptable Poor Fair Good Very Good Excellent

the ACJ.com success

ACJ.com reached an exceptional level with more than 500,000 unique visitors and more than 1,600,000
pages viewed. Four years ago, ACJ was just one page encapsulated in airbus.com viewed a few hundred
times a month. To reach 1.6 million views it would have
taken us thousand years. We did it in less than 4.

Another incredible change achieved : please type "ACJ''

in Google. The first result is our website. The more active
we are on the web, the easier it is to find us in search
engines. A few years ago we were in the 3rd or 4th pages
of the result list. We were not even listed when searching
“business jet”. ACJ is now shown before BBJ by Google.
This better presence on the web brought us not only
visibility but also brand consistency and certainly a better
residual value for your assets.

These achievements are a good opportunity to thank

all contributors, in particular the ACJ Customer
Advisory Board who launched and monitored some
years ago the creation of this website and
subsequently iflyAJC.com.

12