Boeing Commercial

Aircraft Warranty

Quick Reference Guide

Disclaimer: This material is used to illustrate sections of the contract. It is not

binding and does not supersede any technical information or contractual
language. Always send warranty questions or concerns to your Boeing Warranty
Regional Manager.
Contents
1. The Basics
2. The Warranty Process
3. The Warranty Period
4. Repair Options
5. Non-Boeing Components
6. Service Life Policy
7. Regional Manager Responsibilities
8. Related Customer Support and Contact Information

Preface
Your new aircraft comes with a warranty provided by The
Boeing Company and Boeing Suppliers (SFE parts). This
booklet will guide you through what the warranty covers and
the steps required to file a claim.

This document is the property of Boeing and is supplied on the

condition that it is to be treated as confidential. No use,
reproduction, or distribution may be made without authorization
from Boeing.

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Section 1: The Basics
Terminology
Aircraft General Terms Agreement (AGTA): The contractual
terms that apply to all aircraft purchase agreements.
Authorized Agent: Third party appointed by customer to
perform corrections and to administer warranties.
Boeing Product: Any part that is manufactured by Boeing or
manufactured to Boeing’s detail design.
Buyer Furnished Equipment (BFE): Equipment furnished by
the airline customer for installation in the aircraft.
Customer Services General Terms Agreement (CSGTA):
Provides terms and conditions that apply, after aircraft
delivery, to the sale or lease of parts, tools and services.
Defect: A contractual term describing a warrantable condition
identified during the applicable warranty period for airplane(s)
on which the condition is found.
Direct Labor: Labor spent to access, remove, repair, inspect,
reassemble, reinstall and test a component.
Direct Materials: Items such as parts, gaskets, grease,
sealant, and adhesives installed or used when making a
correction.
MyBoeingFleet (MBF): A secure web portal available to
aircraft owners, operators, and third parties. It provides access
to information essential to the operation of Boeing aircraft. The
Warranty claims page is located on MyBoeingFleet.
Original Equipment Manufacturer (OEM): The supplier that
owns the design and manufactures the product.
Product Support and Assurance Agreement (PSAA): A
negotiated agreement between Boeing and suppliers of Seller
Furnished Equipment that is available to customers describing
product support, including warranty.
Purchase Agreement (PA): The contract for the purchase of
aircraft.
Seller Furnished Equipment (SFE): Equipment furnished by
Boeing for installation in the airplane.
Seller Purchased Equipment (SPE): Equipment purchased
by Boeing on the customer’s behalf with the cost and terms
negotiated by the customer.

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Section 1: The Basics (continued)
What Does My Contract Cover and Why Do I Need to
Know?
The purchase of your aircraft is the result of our mutual agreement
on the terms of purchase, including warranty.
The information provided in this brochure pertains primarily to the
Boeing Commercial Airplanes warranty, as the original equipment
manufacturer (OEM).
Question: Why do I need to know about the warranty?
Obtaining a basic understanding of the aircraft contract and
warranty benefits will strengthen your knowledge and help with the
process of filing claims.
Where Is the Warranty Documented?
The warranty is documented In Exhibit C of the Aircraft General
Terms Agreement (AGTA), or Exhibit B of the aircraft Purchase
Agreement (PA). The warranty for spare parts and services is found
in the Customer Services General Terms Agreement (CSGTA).
Obtain copies from the people responsible for negotiating the terms
of the contract.
Question: What does the aircraft contract say about warranty?
Typically, it will contain this or similar wording (review your contract
for specific terms):
1. The aircraft will conform to the detail specification.
2. All Boeing Products will be free from defects in material,
process of manufacture, and workmanship.
3. All Boeing Products will be free from defects in design.
What’s Covered?
Question: How long is my aircraft or spare part covered by the
Boeing warranty?
It depends on the aircraft model and your contract:
4. For 737NG, 747-8, 777 and 787 models the warranty period is
48 months and begins on the date of original aircraft delivery.
5. The 787 has a first-look provision that may extend the warranty
period.
6. For all other models, there is a 36-month warranty period.
7. Spare part warranty begins on the date of spare part delivery.
The warranty period is the same as the aircraft on which it is
used. However, spare parts common to aircraft listed in 1) and
3) above have a 48-month warranty in every case

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Section 1: The Basics (continued)
Question: If there is a defect in a Boeing Product, what remedies
are provided under warranty?
Once a defect is confirmed and the appropriate warranty process is
followed, remedies may include:
1. Reasonable costs of direct materials and hands-on, direct labor
to correct the condition.
2. Reimbursement of customer’s freight charges excluding customs
duties, fees and the like.
3. Other remedies as defined in Program Letters, service bulletins,
and service letters. Reimbursement is provided in the form of a
credit memorandum that may be used only for the purchase of
goods and services.
Question: Are there any other warranties that apply?
4. Engine manufacturers provide warranty directly to the customer.
5. Seller Furnished Equipment (SFE) suppliers provide warranty
in accordance with the Product Support and Assurance
Agreement (PSAA). See Section 5 for more information.
6. Customers obtain warranty directly from customer’s selected
Buyer Furnished Equipment (BFE) and Seller Purchased
Equipment (SPE) suppliers.
Note: Parts that are not designed and manufactured to Boeing’s
detail design are excluded from coverage under the Boeing warranty.
What’s Not Covered?
Question: What is not covered by the aircraft (AGTA) or spare part
or services (CSGTA) warranty?
The following conditions are not covered:
7. Normal wear and tear.
8. Acts or omissions of the customer.
9. Failure to properly service and maintain a Boeing Product.
In addition, the warranty excludes incidental or consequential
damages.
Who can claim warranty?
Question: What are “warranty rights”?
The party filing a warranty claim must have the right to file a claim.
The claimant, authorized agent or third party filing on behalf of the
customer must have submitted, and Boeing must have received
and signed, an express written agreement to assign warranty
rights and be bound by and comply with all applicable terms and
conditions of the AGTA. This is typically called an assignment of
rights agreement.

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Section 1: The Basics (continued)
Question: What aids are available?
Boeing recommends using the Warranty claims page on MBF
for ease in filing claims, viewing the most recent warranty
news, and obtaining copies of claim-related documents and
credit memos. This convenient page also allows customers to
submit warranty claims directly to SFE suppliers.
1. Ask your Electronic Access Administrator for access to the
Warranty claims page on MBF.
2. Use the Warranty claims page to:
• E-mail your Boeing Warranty Regional Manager.
• Submit claims.
• See the most recent Program Letters.
• Get reports on claims filed on your fleet.

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Section 2: The Warranty Process
Question: How do I know if a claim should be filed?
If you are uncertain if a warranty claim should be filed,
coordinate with your company's warranty manager or contact
your Boeing Warranty Regional Manager.

The Warranty Claims Page in MBF

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Section 2: The Warranty Process (continued)
Question: I’m ready to file a claim. What information does
Boeing need?
In accordance with your AGTA or PA, and Exhibit C or B, the
following elements are required with each claim:
• Identity of claimant.
• Aircraft on which the product was delivered.
• Part number and nomenclature of the product.
• Boeing Field Service representative concurrence that part
is beyond economical repair, if the part price is over the
specified value.
• Claims for spare parts, include delivery date of the part,
purchase order number, and invoice numbers.
• Detailed description, including photos as appropriate, and
substantiation of the defect or condition.
• Date the defect was discovered.
• Date the correction was completed.
• An itemized account of direct labor hours.
• An itemized account of any direct materials.
• Freight invoices.
• Additional information may be requested.
Question: What are the different types of claims?
The types of claims are:
1. Service bulletin or service letter.
2. Design, material, workmanship, or conformance to the
detail specification that are not related to a service bulletin
or service letter.
3. Service Life Policy (SLP).

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Section 2: The Warranty Process (continued)
Question: Does it make a difference when I file a claim?
Yes. Specifically, claims must be received within these time
limits:
1. Beginning in 2013, Service bulletin/service letter remedies
will expire eight years after publication and the claims
should be submitted as soon as possible after completion
of the work on your in warranty aircraft.
2. For non-service bulletin/service letter claims the defect
must be discovered while the aircraft is in warranty. The
claim must be filed no more than 180 days after the
warranty expires. See the Discovery and Notice clause in
your contract.
3. Service Life Policy claims must be submitted within three
months of discovery.
For 2 and 3, it is important to file a claim as soon as possible
after discovery of the condition. This establishes notice and
protects the customer’s right to warranty remedies, even if the
correction cannot be performed during the warranty period.
This secures the right to a Boeing remedy if the condition is
later confirmed to be warrantable.
For service bulletins or service letters offering remedies, notice
is established by the in warranty date identified in the industry
support information statement of the service bulletin or service
letter.

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Section 2: The Warranty Process (continued)
Question: Would you describe each type of claim?
A “Material and Workmanship” condition is typically a random
anomaly that you would not find on every aircraft. A claim is
filed because a condition discovered on a specific aircraft or
spare part is suspected to be the result of a defect in either the
manufacturing process, the selection of material or the
workmanship in the installation of the product.
A “Design” claim is filed when a condition, not related to a
service bulletin or service letter, is discovered and is suspected
to be the result of the design characteristics of the product. A
defect in design can be expected to be present on all products
of the same configuration.
A “Conformance to Detail Specification” claim is filed if the
aircraft does not match the configuration identified in the detail
specification.
Question: What are service bulletin and service letter claims?
These are claims requesting reimbursement of remedies for
incorporation of the service bulletin or service letter on the
customer’s affected in warranty aircraft.

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Section 2: The Warranty Process (continued)
Question: What are SLP claims?
A SLP claim may be filed against specified covered
components of aircraft primary structure. SLP is
discussed more in Section 6.
Question: What are Program Letters?
Boeing may elect to release a Program Letter to offer
benefits for modifications which exceed Boeing’s
contractual obligation.

Program Letters can be viewed on the MBF Warranty

claims page.

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Section 2: The Warranty Process (continued)
Question: What is the “industry support information” statement
in service bulletins and service letters?
Each service bulletin or service letter has an industry support
information statement that describes if warranty remedies are
available, what they are, and identifies the in warranty date for
the applicable remedies.

For example:
B. Industry Support Information
Boeing warranty remedies are available for aircraft in warranty
as of January 1, 2010. For task hour reimbursement for aircraft
in warranty as of that date, send a warranty claim to Boeing
Warranty
Question: How do I know which of my affected aircraft are
eligible for warranty remedies based on the in warranty date?
To determine whether your aircraft are eligible for warranty
remedies:
• Aircraft must be included in the service bulletin or service
letter effectivity.
• Utilize the “SB in Warranty” report on the Warranty claims
page to assist with identifying in and out of warranty aircraft
for a specific service bulletin.
• To determine which of your affected aircraft are in warranty,
deduct the warranty term (36 or 48 months) from the in
warranty date, published in the service bulletin or service
letter Industry Support Information Statement.

For example:
If the industry Support Information Statement provides warranty
remedies for aircraft in warranty as of January 1, 2010.

Aircraft Warranty Period Warranty Remedies Are

Available for Aircraft Delivered
On or After

36 month January 1, 2007

48 month January 1, 2006

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Section 3: The Warranty Period
Question: Is there an easy way to find out the delivery dates of
my aircraft?
Yes. With access to the Warranty claims page, you can get
many reports, including the Airplane Expiration Report, which
lists each aircraft delivery date, identification number, and date
of warranty expiration.

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Section 4: Repair Options
Question: What are the repair options?
The customer has the option to perform their own repairs, send the
Boeing part to the Boeing Repair Center, or use a third party for the
repair. Boeing requires only that the customer follow Boeing’s written
instructions and acceptable industry practices and that repairs be
made by a certified maintenance provider.
When sending a part to the Boeing Repair Center, the customer
should work directly with the Boeing Repair Center focal for repair
capability, possible warranty coverage, warranty determination, order
information and schedules.
Repair and Exchange Services:
E-mail: Repairs@Boeing.com
Question: If we do the repair, does it void the warranty?
Not if the repairs are done in accordance with Boeing authorized
repair documentation and acceptable industry practices.
Question: If we use a third party maintenance provider, how does the
provider get paid?
The customer is responsible for paying the invoice to the third party.
Your warranty claim must provide a detailed breakdown of the direct
labor, by task, and the direct materials by part number, quantity, and
price charged by the third party provider.
Submit the invoice, paid by the customer, for the repair as an
attachment when filing your claim through the Warranty claims page or
in an e-mail to your Boeing Warranty Regional Manager.
If the maintenance provider is an authorized agent for the customer, it
may file the claim to receive the credit reimbursement directly from
Boeing.
Boeing will reimburse only the direct labor at the Boeing warranty
labor rate and direct material (not to exceed the then-current Boeing
selling price). Reimbursement will exclude maintenance provider
profit, overhead charges, setup charges, material markups, handling
fees, and the like.
Question: Can we file a claim for all of our costs in making the repair?
You can claim direct labor (hands-on labor) for completing the repair at
the Boeing warranty labor rate applicable at the time the repair is
performed. The customer must specify the direct labor hours by task
and direct materials by part number, quantity and price. Overhead
charges, set up charges, material markups, handling fees, engineering
time and loss of use, are excluded from warranty coverage.

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Section 4: Repair Options (continued)
Question: What if the part is to be scrapped?
Parts must be held for 30 days after claim receipt before
being scrapped. This allows Boeing engineering to
coordinate any evaluations or part testing.
If the part is priced at more than a specified value, ask
the Boeing Field Service Representative (BFSR) for an
assessment of “Beyond Economic Repair” (BER). Written
confirmation of BER status for the claim must be
provided by the BFSR and included with the claim.

Question: What if we don’t know the current value of the

part?
Contact Boeing Material Management at
FR@Boeing.com or your Material Management Account
Manager for assistance.

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Section 5: Non-Boeing Components
Question: If it isn’t a Boeing Product, what are the warranty
terms?
In addition to the Boeing warranty, the components provided by
other suppliers have their own individual warranties. Parts not
manufactured to Boeing’s design are warranted by the supplier.
Boeing does not administer or manage any supplier warranties.
Customers are responsible for submitting claims, including
claims for BFE, SPE, and engines, to suppliers.
If a SFE supplier is not complying with its contractual
obligation, and the customer has made reasonable efforts to
resolve the issue with the SFE supplier, Boeing will provide
assistance when requested.
The customer is responsible for resolving warranty issues with
BFE, SPE or engine manufacturers with whom they have
selected and negotiated product support and warranty terms.
Question: How do I know what the SFE supplier warranty terms
are?
The PSAA is available for review on the MBF Supplier
Customer Support page.
Question: What does the PSAA offer?
The PSAA establishes the minimum level of support by our
SFE suppliers in the area of product support, spare parts
supply, component reliability guarantees, supplier
accountability, and warranty.

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Section 5: Non-Boeing Components
(continued)
Question: Who repairs a supplier component?
This is the customer’s option, but we suggest that customers
contact the supplier directly. Contact information is available
through the Product Support Supplier Directory through the
MBF Maintenance Documents page.

After coordinating with the supplier, the customer can

forward the unserviceable part on a warranty repair order
to the supplier for warranty repair consideration or for
engineering evaluation if necessary.
The Boeing Repair Center can also manage supplier
warranty requests on behalf of the customer, in most
cases. Please contact repairs@boeing.com for repair
capability verification of Supplier part numbers and/or
support possibilities. Customers are responsible for filing
claims for labor and freight with the supplier. Repairs not
covered by the supplier’s warranty are subject to supplier
repair charges and a Boeing handling fee.
You may contact the Boeing Repair Center at:
repairs@boeing.com.
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Section 5: Non-Boeing Components
(continued)
Question: How do I know whether the part is a Boeing
part or a supplier part?
Generally, a Boeing proprietary part can be identified by
its part number. For explanations see the Illustrated Parts
Catalog (IPC) “Front Matter”.
Question: If it isn’t a Boeing proprietary part, how do I
know who the supplier is?
Use the Boeing IPC to locate the part and the federal
supply code (CAGE). Use the CAGE code, or supplier
name, to locate the supplier’s contact information in the
Supplier Product Support Directory available through the
MBF Maintenance Documents page.

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Section 6: Service Life Policy (SLP)
Question: What is the SLP?
The SLP provides remedies for specified covered components
of the aircraft structure that fail during normal service. This
policy provides reimbursement for a replacement part using a
calculation that is based on the age of the covered component
at the time the failure is discovered.
Question: What are the covered components?
They are specified primary structural elements of the landing
gear, wing, horizontal and vertical stabilizers, and fuselage.
The list of covered components is included in the customer’s
PA.
Question: What is the term for the SLP?
The term is 12 years from the date of delivery of the aircraft.
However, the 787 model aircraft have a 15-year term.
Question: Does the SLP cover spare parts?
Spare covered components purchased from Boeing are
covered for 12 years (or 15 years for 787 parts) from the date
of delivery of the part.
Question: Are there any time limits to be met when filing an
SLP claim?
The customer must notify Boeing Warranty within 3 months of
discovery of the failure.
Question: How do I file a claim for SLP?
SLP claims may be filed like all warranty claims through the
MBF Warranty claims page or by e-mail.

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Section 7: Regional Manager Responsibilities
Your Warranty Regional Manager is responsible for:
• Warranty claims for customer-performed repairs and
modifications.
• Warranty claims for third party repairs.
• Questions about Program Letters.
• Requests for warranty-related loans or exchange of parts.
• No-charge technical assistance or Airplane On Ground
(AOG) team requests.
• SFE supplier warranty contractual non compliance.
• Contractual warranty matters.
• Questions about assignment of warranty rights
agreements.
Question: How do I contact my Boeing Warranty Regional
Manager?
On the MBF Warranty claims page, under Resources, click
Regional Manager.

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Section 8: Related Customer Support and
Contact Information

Boeing Warranty works closely with other Boeing

organizations to provide warranty-related customer
support.
Some of the organizations which provide support are
identified below.

Repair Orders Sent to Boeing:

Boeing Dallas Service Center
2750 Regent Blvd
Shipping Ramp #2
Dallas, Texas 75261
Component Repair Services

E-mail: Repairs@Boeing.com
Repair order status.
Shipping instructions.
Removal and reinstallation labor reimbursement.
In bound freight reimbursement.

Materials Management (Spares)

E-mail: FR@boeing.com
Phone: +1 206-662-7200
Fax: +1 206-662-7145
Kit and part availability
Order status
Shipping status
Part page

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Section 8: Related Customer Support and
Contact Information (Continued)

Supplier In-Service Support

E-mail: SMCASTCS@Boeing.com
• Non responsive SFE supplier
• Assist customer with expediting SFE supplier orders
and repairs
• Questions regarding Parts Manufacturing Authority
• Non warranty related PSAA matters

Boeing Warranty
Customers with access to the MBF Warranty claims page,
select
Regional Manager under Resources.

Customers without MBF access can e-mail:

BCAWarranty@Boeing.com or
BCAG.CorresMgnt@Boeing.com

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Seattle, WA 98124-2207 USA

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