Just over a year ago, Pratt Whitney Canada (PWC) launched its innovative ‘customer first centre’. Under the control of customer support vice-president Maria Della Posta, the centre concept is designed specifically and significantly to improve the return-to-service time when aircraft powered by the Canadian company’s engines are prevented from flying by engine-related issues.

And Della Posta says this improvement has happened, with a 50% reduction in return to service times over the past year or so. “Our aim is for the return to service time to be reduced to an absolute maximum of 24 hours, worldwide,” she says. “We’ve already achieved this target in North America but at PWC we’re all running to the same drumbeat and I’ve just received feedback from our customers that shows a three-fold improvement in our customer satisfaction rating in terms of levels of service for this year.

“I’m confident that we’ll achieve our

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