An ethical commitment Local and active solutions “This network has enabled us to stay as close as possible to our customers at all times,” stresses Michel Gouraud, Head of Airbus Helicopters Partners and Network. “Despite the health crisis, we have always remained aware of their needs, and we have been able to find fast, local solutions when they faced difficulties.” All customer centres and service centres remained open at the height of the crisis, supporting customer operations, and also innovating when necessary to enable them to continue business operations without having to travel. Customer centres and independent distributors accounted for more than half of all aircraft sales in 2020. Airbus Helicopters-approved service centres continuously supported customer operations, providing proximity and quality of service while also contributing to the safety of their operations. Beyond the economic value though, “the purpose of Airbus Helicopters’ network is proximity,” claims Michel Gouraud. “The network exists to support customers and better meet their needs, at an operational level.” A changing network After the first sales-oriented customer centres were established in the 1980s, Airbus Helicopters’ offer was expanded with the development of services, and the certification given to service centres and independent distributors capable of delivering the expected level of quality. To this day, the international network continues to grow. “All over the world, our customers must have local access to a reliable, high quality service solution,” points out Michel Gouraud. “This plan is stable but not unchanging,” he adds. “We constantly challenge its relevance and what we could do to make it more efficient. Adjustments are always necessary when it comes to knowing whether we meet our customers’ expectations.” Airbus Helicopters must therefore question these expectations every day. Besides proximity, customers want the availability of parts and innovative, high-quality service solutions. That is why the Airbus Helicopters network is constantly striving for improvement. An ethical commitment Airbus Helicopters’ ethical commitment is reflected in its rigorous partner validation process. In line with Airbus policies, this commitment aims to fight all forms of corruption and provide equipment regulated by impeccable ethics. “All Airbus Helicopters partners understand these transparency requirements, support them and want them,” outlines Michel Gouraud. “It’s ultimately the guarantee for our end customers that their points of contact meet the highest possible ethical and compliance requirements. Our partners know that above and beyond any requirement, it’s a value,” he concludes.