The Duncan Download Blog: Business Aviation Advice & Observations

Earlier this year,  the Duncan Aviation Parts and Rotables Sales team launched live online chat support, and their team has already connected with thousands of customers in 82 countries—instantly.

“Customers seeking parts and rotables sales information can talk to a real person, at any time and get immediate answers to their questions, such as stock quantities, pricing and availability,” explains Parts and Rotables Sales Manager Chris Gress. “They don’t have to pick up the phone or send an email. It has been a great tool.”

Email can take minutes or even hours to get a response and phone calls can be expensive for international customers, but Live Chat is an instant message window, providing that immediate response customers demand.

The Live Chat button is visible on all Parts and Rotables pages when a representative is available.

Duncan Aviation’s team has connected with the following countries:

Read more about Duncan Aviation Parts Chat window in the 2014 Fall Duncan Debrief. 

Investing. It’s a bit of a gamble, but if done well, the rewards are worth the risks. At Duncan Aviation, we invest in our facilities and our people. We know those key elements lead to an incredible customer experience.

From left to right: Todd and Connie Duncan pose on the LNK ramp with their twin sons Harrison (left) and PK (right). A team member works on an engine. Hangar H houses, almost exclusively, Bombardier Challenger and Global aircraft.

Our Facilities

As part of our strategic plan, we invested $100 million in updating and improving our facilities during the past 10 years and plan to invest another $100 million during the next decade.

Two years ago, customer requests and the trend toward larger, long-range business jets resulted in the building of a larger, more modern paint facility. Once it was complete, we considered our maintenance hangars. They were full. Actually, they were bursting at the seams. We knew we needed more space to meet customer demand.

Doing the Right Thing for Our Customers, Our Facility and Our People

So we built an additional hangar facility. Yes, it was a huge investment during a time when the economy wasn’t booming. Yes, it was a bit risky. Yes, we chose materials that would make the facility environmentally responsible.

The first hangar bay opened in January. The second was complete in May. Since then, the new hangars have been full of large business jets while our recently updated older hangars still service the light and very light jets. It’s already apparent the addition was vital to remain flexible enough to provide services for our customers.

Our People

In order to provide the best customer service, we also need to invest in our people. By providing a great work culture, maintaining a focus on wellness and safety and investing in the proper training, our team members will benefit professionally and personally. They will also make careers at Duncan Aviation and provide a wealth of knowledge and experience to our customers that they simply can’t find elsewhere.

So far, that belief has worked, evidenced by the fact that we have 245 people in our Silver Wings Club, which honors those who have dedicated 25 or more years to the company.

In order to provide top-notch service, we need to be up-to-date on all aircraft training. That technical training accounts for a large portion of our training budget. The rest is dedicated to training leaders, helping our team members move into new, more diversified roles and broaden their knowledge.

Besides the traditional technical and “soft skills” training, we have a subsidy program that reimburses team members for some of the expenses they occur when obtaining private pilot licenses and instrument ratings. After all, Duncan Aviation was founded with a passion for flight, and we want team members interested in flying to have the opportunity to do so.

When I reflect on the business we have built around our passion for aviation, I see proud team members, an immaculate facility and customers who love their experience so much that they refer friends and colleagues. That tells me we are doing the right thing. We will continue that tradition, because we are Duncan Aviation.

Duncan Debrief

The Fall 2014 Duncan Debrief is now available. In this issue, you can read more about how we invest in our facilities and our people to create an incredible customer experience.

The Duncan Debrief is a free. You can subscribe to receive a printed copy of the magazine or access the current and past editions online at www.DuncanAviation.aero/debrief.

Or if you are truly on-the-go, the Duncan Debrief is available on Apple’s Newsstand for the iPad.

A few thousand miles in a couple of hours—it’s an itinerary impossible to keep using any other mode of transportation.

Business aviation connects the world in a way that’s unthinkable if attempted commercially. And within the business aviation community, customers and corporations have a variety of needs. Some fly weekly with large groups of passengers. Others fly daily with one or two individuals. Regardless, this tool increases productivity and allows businesses that wouldn’t otherwise have a global presence access to that ability.

Even in a continually connected world with Skype and cell phones, that face-to-face meeting and tangible handshake cannot be replicated. That’s why one customer came to Duncan Aviation’s Battle Creek, Michigan, location with his Bombardier Global Express and requested we convert it into his own flying hotel room and office.

“Our customer essentially lives on his aircraft. He is constantly flying from one meeting to another, so he needs a place to work, rest and reboot,” explains Designer Lori Browning.

Immaculate Interior

Interior reconfigurations and design updates allow for some of the most creative modifications in an aircraft. Add Duncan Aviation’s in-house engineering team to the mix, along with the company’s Organization Designation Authorization, and we can make pretty much anything a reality.

As one of the most frequently flown Global Express aircraft in the world, this exceptionally mobile jet needed to be highly personalized for the individuals who spend countless hours on board.

“We completed many reconfigurations in the cabin to give our customer the storage space he needed for a wardrobe and everything else one needs when they travel constantly for business, while still retaining enough seating for other passengers,” says Lori.

After completing the aircraft’s required 2A and 1C inspections, Lori and a team of engineers worked to remove two club seats toward the rear of the aircraft and added an entertainment cabinet with a counter and drink ledge. In the mid-cabin area, they swapped out a single seat and work station for a credenza to increase storage space.

Along with all of these changes, the look and feel of the cabin’s interior was updated. The aircraft started with a very warm color scheme—creams and red wood—and the final scheme used high-contrasting dark wood and taupe.

With this color swap, the owner decided to add new seats, new veneer, install electric windows with a single-control panel and reconfigure the PSUs, as well as the switches.

“It was essentially a brand new aircraft by the time we were done, and there’s nothing out there quite like it,” says Lori.

The customer also chose a Rockwell Collins Venue Audio/HD Video Entertainment and Cabin Management System, an HD-capable, touchscreen-controlled system.

While adding this upgrade, the customer also decided on EMTEQ Quasar II cabin upwash and downwash lighting. It was the first time these two options had been combined, so Duncan Aviation worked with Rockwell Collins and EMTEQ to ensure the two systems operated seamlessly.

The installation also included an Alto Technologies Audio System, which was the icing on the cake.

While the CMS works well for entertainment purposes during downtime, for a business aviation traveler, the data network, wireless and wired options make the cabin an airborne office. 

In September 2014, Mr. Vincent Xavier, COO of ZEST Aviation in Ahmedabad (India) took possession of a brand new Phenom 100 in Sao Paulo, Brazil. Mr. Xavier, accompanied by Airframe Tech Rep Tim Garity, then flew to Duncan Aviation in Lincoln, Nebraska.

Several days later, it left Lincoln and flew to its home-base in India. All told, the aircraft touched six continents and 13 countries during its 21 stops.  

“At the outset, ZEST Aviation would like to compliment each and everybody who directly or indirectly participated in the project, ‘Ferry Phenom 100 to India.’ It was an adventurous journey, learning more of the aircraft’s capabilities, which included the endurance of the aircraft, too. We experienced extreme conditions—21 stops and four overnight stops. We sincerely thank all of you for your valuable contribution to this project, and we look forward to seeing and meeting you again with some new project,” says Mr. Xavier.

Duncan Aviation completed the Standard Airworthiness Certificate and the Export Certificate to India. The aircraft was schedule to be here for four days, and during that time numerous Duncan Aviation team members met with Mr. Xavier and completed not only the quoted work but also some additional requests.

Regional Manager for India Andy Fernandes and Project Manager Matt Lentell would also like to offer their sincere thanks to the many Duncan Aviation team members whose hard work and professionalism tremendously impressed Mr. Xavier on his first-ever visit to Duncan Aviation.

Andy says, “Mr. Xavier was very pleased with every aspect of his experience with Duncan Aviation. He was also very impressed with our new hangers (G & H) and our facilities on the east and west side of the airport, and he was struck by the can-do attitudes and friendliness of everyone he encountered during his few days in Lincoln.”

Crossing Borders: Importing And Exporting Aircraft

Aircraft buyers, sellers and service facilities are increasingly involved in cross-border transactions, which can go more smoothly with expertise and vital relationships. Read more about it in the Dunan Debrief. Download your copy now. 

Duncan Aviation takes the long-term approach when it comes to investing in the company, and it has paid off more than 250 times in the paint shop alone.Two years ago, the Lincoln, Nebraska, team celebrated the opening of a 45,000-square-foot aircraft paint facility after observing the current customer base’s shift toward larger aircraft and anticipating that trend had staying power.

The paint team saw an influx of Gulfstream 550s, Dassault Falcon 7Xs and other long-range business jets immediately fill the paint schedule.

“We designed the facility so it has the ability to house multiple aircraft at once—so the paint teams can strip, sand, paint and detail work on several projects simultaneously,” says Paint Manager Doug Bohac. “It also includes a down-draft bay and several other green options that allow us to do more with less of an impact on the environment.”

With 150 paint team members between the Lincoln and Battle Creek, Michigan, facilities, they’ve built quite the reputation for themselves, and with nearly 4,500 paint deliveries during the past few decades, it’s no wonder.

“We make most any paint request a reality and the paint teams really take pride in their work. They make sure it’s done right the first time, and that’s what keeps people returning,” says Bohac. 

Customers are coming back, and they’re providing rave reviews.

The Lincoln paint team recently completed one of the most complicated paint schemes on one of the largest jets to grace the facility. It took some creative thinking on the part of the design team and several weeks, but Nataly and Ernst Langner, owners and pilots of the jet, were ecstatic.

“Duncan Aviation is producing a quality I’ve never seen in the industry. This is the best job I have seen in 50 years,” says Ernst Langner.

View the paint team in action on the Langer’s jet.

View a timelapse video of Robert Duncan’s creative lime green, paint splattered M2 paint process. 

One of the hardest decisions to make when purchasing a business jet is to purchase the make and model that is right for you and your business needs. The last thing you need is to take off on your first business flight and discover your aircraft does not fully meet your requirements.

A full schedule with multiple passengers for long hours requires an aircraft with appropriate cabin capacity and fuel range. Anything less will result in frequent refueling stops and a lot time sitting on the tarmac.

However, buying a long-range jet for short infrequent flights will result in higher than necessary operating costs.

Identifying the right aircraft for you is can be a complicated process. With more than 80 make model business aircraft to choose from, how do you narrow the field to make the right decision?  

You Need A Tool

• A tool that breaks down all the available business aircraft by category, available features and many other details
• A tool that helps to prioritize your business needs and desires, narrowing the pool of appropriate aircraft
• A tool that would simplify the investigation of the market place, identifying several available options that meet your needs

 Yeah...Here Is That Tool

And if you still have questions...these are the guys that can help you!

Duncan Aviation Aircraft Sales Representatives

A refurbishment can completely transform and revive an aircraft, but those dramatic interior updates also come with a significant downtime and a price tag. Almost every aspect of an aircraft interior can be handcrafted, right down to the stitching on the seats, making each experience unique. 

Although unique projects don’t necessarily lend well to generic FAQs, a general pattern of questions do emerge from prospects looking to have their aircraft refurbished. We've gathered a few, and as the answers demonstrate, it’s all in the planning.

A refurbishment can completely transform and revive an aircraft, but those dramatic interior updates also come with a significant downtime and a price tag. Almost every aspect of an aircraft interior can be handcrafted, right down to the stitching on the seats, making each experience unique.

Although unique projects don’t necessarily lend well to generic FAQs, a general pattern of questions do emerge from prospects looking to have their aircraft refurbished, and following are a selection of the most commonly asked that are received by the team at Duncan Aviation... As the answers will demonstrate, it’s all in the planning.

How much is my aircraft refurbishment going to cost?

When customers call about a potential refurbishment, they want to know how much it’s going to cost. That’s an understandable question. Setting a realistic expectation is important, and if the initial question were that simple to answer, we’d plaster price stickers on our products and services. As mentioned, many refurbishment projects tend to be customized though.

Although there are several steps that can be selected to modify and transform your aircraft paint or interior until it is ‘top-of-the-line’, it is also possible to stick to a smaller refurbishment budget and retain some, or most of the original interior. It’s important to establish exactly what you are trying to achieve through a refurbishment project, which will help establish how much you really want to spend.

“We do a lot of investigative questioning to determine what the customer really needs and wants,” says Completions Sales Representative Matthew Schepers. “Once we determine that, we can begin with a ballpark budget and work out all the details so the price we quote is the price you pay.”

What kind of downtime am I looking at?

“The earlier we can talk to a customer and finalize a plan, the shorter the downtime,” offered Completions Sales Representative Nate Klenke. “It’s really that simple.”

In essence, as much planning prior to an aircraft’s arrival needs to be made as possible, allowing the actual refurb process to become as efficient as possible, thus helping reduce the downtime. As an example, some customized carpets might take up to 16 weeks to arrive, so they need to be ordered well in advance of the aircraft’s arrival at the shop. Likewise, selection of seat patterns, shell panels and cabinets well in advance of the airplane’s arrival will all help cut weeks off the downtime.

How can I increase capacity and make my aircraft’s cabin more efficient?

Just about every reconfiguration customers ask for is possible. Accordingly, Duncan Aviation has an on-site engineering team and can approve a Supplemental Type Certificate (STC) through in-house Organization Delegated Authority (ODA).

As an example, when a Falcon 900 customer needed more storage, space was found by swapping the rarely-used forward lavatory for a closet and auxiliary gallery storage cabinet. The lines from the toilet were capped and a cabinet built and inserted that molded around the old chute just in case a future owner should wish to reinstate the lavatory.

The customer was able to use the aircraft in a way that best met his needs, but the value of having a second lavatory was not erased as it could easily be restored. Several other customers followed suit after the initial STC was obtained.

Planning ahead 

If possible, from a timing and budget perspective, it is recommended that you schedule interior and electronics modifications alongside a major inspection to get the most out of the time an aircraft spends in the shop. But as always, plan well in advance of that event as to exactly what you need, thereby eliminating unnecessary downtime and expense during the actual refurbishment project.

A paint refurbishment can completely transform and revive an aircraft, but this update comes with a downtime of several weeks and a hefty price tag.

Although many of the customer projects Duncan Aviation delivers don’t necessarily lend well to generic FAQs, a general pattern of questions do emerge from prospects looking to have their aircraft repainted.

Here are the top two:

HOW OFTEN DO I NEED TO REPAINT MY AIRCRAFT? 

The simple answer is once every five-to-six years - if you hangar your aircraft and wash it frequently. Try to avoid flying near to saltwater or snow where de-icing products are used. Inspect for chips on a regular basis, and stay current on your touch-ups. If you can stick to those rules of thumb, then you can maximize the life of your aircraft paint work.

Of course, the above pointers are pretty unrealistic for most business aircraft operators - so, if you’re looking to avoid even more expensive corrosion issues you should take your aircraft in for a full paint refurbishment every half-decade.

An ideal time to repaint your aircraft is during a major maintenance event.

For example, we recommend Falcon owners sync a strip and paint with their major C-maintenance event, which occurs every six years.

WHAT'S INCLUDED IN A PAINT JOB? 

“Anyone can shoot a glossy coat of paint,” says Completions Sales Representative George Bajo, “but the value is in the details and proven processes.

“It’s all about the details. That’s what you pay for, and that’s what customers need to really look at when they’re comparing quotes. These bonus items cost a bit more, but the added value is definitely worth it.”

The attention to detail at the sealed windows and cleanliness of the painted landing gear are evidence of a job done right. New stair treads; dressed boots; wiped down wheels and wheel wells; painting inside of gear doors; radome boots that don’t yellow; and erosion tape are extras that customers should expect as a part of the service.

A team member helps prep a Gulfstream GV in Duncan Aviation's Lincoln, Nebraska, facility. View time-lapse video. 

ADDITIONAL INFO 

• Want to learn more about the futrue of paint refurbishment? Download our free Chrome-Free Aircraft Paint Systems Field Guide.
• Watch an incredible time-lapse video of a Duncan Aviation paint refurbishment on a Bombardier Global 5000.
• How about this time-lapse video of a lime-gree M2 livery?  

With two full-service aircraft service locations and 25 satellite avionics shops strategically placed throughout the United States, Duncan Aviation recently reached a milestone, installing its 500th in-flight connectivity system from Aircell, the business aviation division of Gogo®.

With more than 500 installations, Duncan Aviation holds a prominent position as leader of the aftermarket installation of in-flight internet and aircraft Wi-Fi upgrades such as Aircell Gogo Bizand SwiftBroadband systems.

According to Mike Minchow, Completions and Modifications Marketing Manager for Duncan Aviation, there is strong market demand for products that increase the productivity of business aircraft. “Wireless internet certainly filled a need for business aviation, and Aircell has been a leader in that market. On-board Wi-Fi has completely transformed the travel experience, allowing operators to be much more efficient in the air and allowing for a true office-in-the-sky experience.”

“Combining the benefits of our Organization Designation Authorization (ODA) and multiple locations, we’re able to offer owners a great deal of flexibility as well as the confidence that their aircraft is in the care of the most experienced technicians in the industry and a company known for its service and support,” he continues.

Duncan Aviation has invested heavily in the Wi-Fi market. The company owns 13 STCs for broadband with Wi-Fi. The Duncan Aviation Engineering Team completed the STCs under Duncan Aviation’s ODA, which includes STC, Major Repair and Alterations (MRA) and Parts Manufacturing Approval (PMA) authority. Duncan Aviation holds STCs for in-flight Wi-Fi for the following models: Hawker 800A, 800XP, 850XP, 900XP, the Falcon 2000, 2000EX, 2000EX EASy and 900EX, 900EX EASy, the Cessna CJ2, CJ2+ and CJ3, the Citation 680, 750, the Challenger 300, 601-3A/R, 604, 605, the Lear 45, the Embraer Legacy 600, 650 and the Gulfstream GIV, GV.

John Wade, Aircell’s Executive Vice President and General Manager, says, “Duncan Aviation has now installed approximately 20% of all the Gogo Biz systems in service globally, making a significant contribution to the worldwide adoption of in-flight Internet services in the business aviation market. They’ve fully embraced connectivity technologies on behalf of customers, invested in STCs and built deep technical expertise.”

An Operator's Guide to Aircraft Internet Options

As operators research Wi-Fi and in-flight internet options, it’s easy to get confused with all the systems, capabilities and coverage zones. Duncan Aviation's Field Guide: Making Sense of Wi-Fi helps make sense of it all.

Written by industry experts, the document outlines the criteria for planning a Wi-Fi installation in business aircraft, and includes coverage maps, recommended equipment and available rates.