Home' Asian Aviation : AAV February 2019 Contents 22 AsianAviation | February 2019
becoming the expected practice. “I think it is becoming the expected
way to handle AOG and a problem is there are many MRO shops
that are too small to offer this service. It’s really expensive to have
people waiting here, like the fire department with fireman sitting
around waiting for the fire and it’s an expensive service to provide.
For MTU it is important to serve the customers and we believe in
the long term the customer will see we helped them and we are
partners and I think that’s really important to us.”
He can see the future where the Onsite Teams will be managed
on a global basis and staffed entirely by MTU technicians. “At the
moment it is localised but we are talking about when it will be
centralised from one MTU site with a dedicated team to manage
it globally. For the customer it is better to have an MTU person on
the scene and for MTU it is not ideal to have a contracted person
on site. You don’t know how good they are or if they give the same
level of service we would.”
In most AOG instances, the first issue to be sorted out is the avail-
ability and location of the spare parts needed. Lufthansa Technik
(LHT) handle these situations globally from two locations, Hamburg
in Germany and Miami in the US.
Such is the growing importance of Asia-Pacific, LHT has decided
to add a third hub, scheduled to open in the region in 2019. LHT ’s
head of its AOG Desk, Frank Entrich, said: “Eleven percent of the
Hamburg workload is related to Asia and to prepare for the future we
have to build up our AOG spares capability in the APAC region. We
currently have facilities located in Hong Kong, Shenzhen and Ban-
galore. We get around 1,200 AOG online requests every week and
half run automatically through our system. The order is processed
and the logistics provider gets a request to send the part directly
to the customer without any input from LHT people. Normally the
request is for us to send the part and the operator or MRO will fit it
themselves. If an LHT technician is needed onsite, say for an engine,
we can then arrange that from within LHT.
“If they need this component really urgently for AOG we can or-
der air charter or if we missed the cargo loading deadline, we can
order an onboard courier, where someone flies with the part on a
passenger flight to the customer,” Entrich said.
He cited an example where a special type of oil was needed by
a Formula 1 team at a Grand Prix in Melbourne, Australia. An LHT
person flew with the oil from Stuttgart to Melbourne, handing over
the oil 28 hours after it was called for. “As a reward she was invited
into the pit lane for a tour,” Entrich said.
There are also AOG situations where the part needs to be onsite
quicker than the existing service contract stipulates.
“In May last year a customer had an aircraft go AOG in Los An-
geles and we had this part in our Fort Lauderdale warehouse. The
usual door-to-door transit is around eight hours but the customer
said we had to do anything to cover the situation because they could
not cancel the flight. We found a solution with another customer
who flies the same aircraft and had the part in a warehouse in Los
Angeles. We organised to do an exchange so four hours after we
got the request, we had the exchange unit to the customer and six
hours later the flight was in the air.”
LHT is working on a new service offering, focussed on the needs
of Asian airlines flying intercontinental routes. The service, AOG
Overseas Support or AOS, is to assist airlines that have an AOG
issue in a location where they have no existing MRO support in
place. LHT will manage the process by sourcing and delivering the
part from a local supplier to get the AOG issue resolved and the
aircraft on its way.
...to prepare for the future we have to build
up our AOG spares capability in the APAC
region. We currently have facilities located
in Hong Kong, Shenzhen and Bangalore.
We get around 1,200 AOG online requests
every week and half run automatically
through our system.
FRANK ENTRICH, LHT
▲ Specialised AOG delivery by Emirates.
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