Tag Archives: BEA

714 Airline Contact Centers

We learn about airline contact centers with an expert in that field, and we talk with a Hollywood pilot and aerial coordinator who is widely known for his work on Top Gun Maverick and other major blockbusters. In the news, Boeing and Airbus are both having narrowbody delivery problems, a new US aircraft carrier reaches a milestone, a new avionics market report has some good news, and the French BEA investigates pilots who didn’t follow procedure.

Airline Contact Centers

Justin Robins from contact center company UJET.
Justin Robins

Justin Robins has had a long career in customer experience and contact centers, working at companies like Network Solutions, Intercontinental Hotels, Grizzly Industrial, and Hershey Entertainment and Resorts. His expertise is in contact center quality assurance, training and development, and workforce optimization.

Justin is Senior Director, Corporate Communications & Evangelism at UJET. The company provides a cloud-based call center application that integrates with CRM (customer relationship management) solutions.

Justin discusses airline customer contact centers broadly, including value to the airlines, contact center metrics, and utilizing the data that accumulates. He also explains reactive versus proactive service and how channels have changed over time – beginning with 800 phone numbers, then email and web-based chat, social media, and now smartphone apps.

He explains the UJET approach where the contact center system is purpose-built for the airline CRM system. Justin sees a contact center future with increased automation, self-service, and proactive outbound service.

Justin has significant experience as a keynote speaker and business consultant and is frequently recognized as one of the top experts to follow in contact center and customer experience.

Hollywood Aerial Coordinator

Kevin Larosa
Kevin Larosa

Kevin Larosa (“K2”) is a sought-after pilot and Hollywood aerial coordinator who has worked on over 100 different motion picture and commercial productions. He’s Known for his work on major blockbusters like Top Gun Maverick, The Avengers, Iron Man, Transformers, and The Last Knight,

Kevin is licensed to fly a variety of aircraft ranging from helicopters and airplanes to Learjets and more. He’s an ATP-rated pilot trained and certified in a number of aircraft, holding type ratings in several Learjet models in addition to the C-130/ L-382 Hercules and the Sikorsky S-70/ UH-60. Kevin also holds an FAA Part 107 UAS rating for flying unmanned aircraft. He’s a member of the Screen Actors Guild and the Motion Picture Pilots Association.

Aviation News

Boeing’s Problems Mount (GE and Raytheon Take Note)

Boeing Is Removing Engines From Built 737 MAX Inventory Amid Supply Chain Problems

Is recovery at risk from a broken supply chain?

Supply chain problems are affecting both Boeing and Airbus narrowbody deliveries. Boeing is delivering 31 737 MAX jets per month compared to a pre-pandemic rate of 52 per month. Airbus is building 40 A320 family aircraft per month against a target of 75 per month by 2025. Engine suppliers are behind and Boeing plans to take engines off previously built 737 MAX aircraft and install them on newly produced airplanes. 

The nation’s newest aircraft carrier, the Enterprise, reaches a milestone

Newport News Shipbuilding just laid the keel for the USS Enterprise, a Ford-class aircraft carrier. At over 1,100 feet long and weighing some 100,000 tons, the ship is powered by two nuclear reactors and features an electromagnetic catapult. Completion is expected by 2028.

AEA Unveils Second-Quarter 2022 Avionics Market Report

The Aircraft Electronics Association (AEA) second-quarter avionics market report shows worldwide business and general aviation avionics sales up 11.7% from the first quarter, the eighth consecutive quarter of increasing sales. This is a 15.8% increase in total sales compared to the first six months of 2021, driven by a 35.6% increase in forward-fit sales compared to the same time frame one year ago.

Air France pilots suspended after brawling in cockpit

In June 2021, two pilots in the cockpit of an Airbus A320 became engaged in an altercation. The copilot would not comply with certain instructions and the captain grabbed him by the collar. There may have been a slap involved. A flight attendant broke up the fight. Air France has suspended the two pilots.

Crew of fuel-leak A330 did not shut down engine before suboptimal diversion

A French BEA investigation determined that the crew on a December 2020 Air France flight at cruise noticed the fuel level was 1.4 tons below what it should have been. The captain went on a rest break asking the first officer and relief pilot to monitor the fuel level. After about 20 minutes, the discrepancy on the A330-200 had increased to 2.1 tons. The captain was recalled and fuel leak procedures were implemented, with the exception of a required engine shutdown.  BEA says the captain’s decision to leave the engine running was not questioned.

Mentioned

Top 10 Things You Probably Don’t Know About Boeing

Video: 15 Things You Didn’t Know About Boeing

Hosts this Episode

Your hosts: Max Flight and Max Trescott.

697 JetBlue and Spirit Airlines

JetBlue and Frontier eye Spirit Airlines, an Air France B777 and a DHL 757 make emergency landings, the Collier Trophy winner is announced and Airplane Geeks listeners predicted the outcome, airlines are replacing some regional flights with buses, and Boston shuts down a flight crew crash pad.

Aviation News

JetBlue Twists Itself in Knots Trying to Create a Rationale for Buying Spirit

JetBlue is offering Spirit Airlines $33 per share in cash, roughly $3.6 billion. Can Spirit refuse? Is Frontier likely to get into a bidding war? Why is JetBlue interested in Spirit?

French investigators open probe of ‘serious incident’ on Air France flight

The BEA says an Air France Boeing 777 on approach to Paris Charles de Gaulle Airport was involved in a “serious incident.” The BEA reported on social media “instability of flight controls on final, go-around, hard controls, flight path oscillations.”

Video: Pilots of Air France #AF11 reported their B777 didn’t react to commands on final approach to CDG

Costa Rica airport reopens after DHL plane skids off runway in emergency landing

A DHL Boeing 757-200 cargo aircraft made an emergency landing shortly after takeoff, exited the runway, and broke in two. The crew was reportedly unharmed. A hydraulic system failure was apparently a factor in the pilot’s request to make an emergency landing.

NASA’s Pioneering Ingenuity Mars Helicopter Awarded Collier Trophy

The National Aeronautic Association announced that NASA’s Jet Propulsion Laboratory (JPL) Ingenuity Mars Helicopter Team has been named the recipient of the 2021 Robert J. Collier Trophy for “… the first powered, controlled flight of an aircraft on another planet, thereby opening the skies of Mars and other worlds for future scientific discovery and exploration.”

American Airlines Restarts Philadelphia Regional Routes With Landline Buses

The Landline Company is providing bus service for American Airlines passengers between airports. Landline provides a similar service for Sun Country Airlines in Minneapolis-St. Paul and United Airlines in Denver.

Inside The Illegal Flight Attendant ‘Crash Pad’ With 20 Bunk Beds That Was Shut Down by Boston Building Inspectors

“Crash Pads” are a popular arrangement for airline crew, but Boston’s Inspectional Services Department raided what they said was an illegal flight attendant crash pad. It was a garage with bunk beds for as many as 20 flight attendants.

Hosts this Episode

Max Flight, David Vanderhoof, Max Trescott, and Rob Mark.

Episode 205 – A Little Something About the Geeks

A400M at RIAT 2012 by Seb Spencer

Max, Rob, and David field questions from listeners who want to learn just a little bit more about us Airplane Geeks. We also talk about the BEA’s final report on the Air France Flight 447 crash, the Airbus plan to open an A320 final assembly facility in Mississippi, issues with the Airbus A400M engines, and how the heat affects airliners, at least in Washington, D.C.

With the 2012 Farnborough International Airshow underway, you might want to check out the Farnborough Air Show 2012 Micro-News Site Coverage List at Jet City Star – a great resource.

We also mention Seb’s photos from RIAT 2012
Rob’s video from his A380 flight, and
Ryan Hothersall’s list of models.

The week’s aviation news:

A U.S. Army Air Force Waco CG-4A-GN glider (s/n 45-27948) at the National Museum of the United States Air Force, at Dayton, Ohio (USA).

David’s Aircraft of the Week is the Waco CG-4A glider, the Hadrian.

In this week’s Australia Desk report:

Grant gets his Private Hot Air Balloon Certificate! He tells us about the process over the past week, including his first solo flight. Congratulations Grant!!

In the news, Virgin Australia announces an order for 23 737MAX8 aircraft, arriving on our shores from 2019. Virgin also plans to defer some additional 737-800 orders until after 2016, but will retire its entire -700 fleet by the end of 2013.

Find more from Grant and Steve at the Plane Crazy Down Under podcast, and follow the show on Twitter at @pcdu Steve’s at @stevevisscher and Grant at @falcon124. Australia Desk archives can be found at www.australiadesk.net.

Opening and closing music is provided by Brother Love from the Album Of The Year CD. You can find his great music at www.brotherloverocks.com.