Dedicated Support Team Connects With Business Jet Passengers

Whether you’re working in your office, relaxing in your living room, or cruising above the clouds in a business jet, it’s frustrating when the Wi-Fi goes down. And while Honeywell may not be able to control your office or home internet, no one knows more than us about keeping you reliably connected at 40,000 feet.

“Our dedicated global connectivity customer support team is unique in the industry,” said Curt Gray, Senior Director of Connectivity Support. “We have more than 40 specialists who eat, sleep and breathe connectivity 24 hours a day, seven days a week, in locations around the world.”

“They are the ‘secret sauce’ that lets Honeywell deliver a better, more reliable connected experience for aircraft operators and their passengers,” he continued. “Sure we choose team members with the right technical skills and extensive knowledge. But we also look for people who are positive, outgoing and possess a strong customer satisfaction gene.”

With Honeywell, business jet operators have a dedicated focal point, Gray added. “You have a person assigned to your territory who gets to really know you, your aircraft and your Wi-Fi configuration. No other provider matches Honeywell’s level of customer intimacy.”

Connectivity Customer Support Team Delivers the Human Touch

When it comes to supporting connectivity customers, Honeywell emphasizes the human touch and the kind of “white glove” service that’s hard to find anywhere these days. Team members proactively follow customer aircraft using Honeywell Forge connectivity tools that alert them to potential issues before they can cause problems.

They also are quick to “jump in” if an outage or other issue occurs. They also are quick to “jump on” a customer’s aircraft to address issues in real time. For example, Gray was working with a director of maintenance at a corporate flight department hangar prior to the CEO’s next scheduled departure.

“The director of maintenance invited me to fly along and demonstrate the system,” Gray remembers. “Before long we were in the air, and I was showing the CEO all the capabilities and features of the satcom system. The system worked perfectly, and, by the end of the flight, he understood how everything worked ... and Honeywell had a customer for life.”

Service Can Be Proactive, Responsive and Easy to Access

Gray was instrumental in forming the Connectivity Support Team nearly a decade ago, when only leading innovators like Honeywell envisioned a future in which customers could enjoy a true office or living room in the sky experience.  

Almost everything in the connected-aircraft world has changed since then, but Honeywell remains committed to the idea that customer service should be as proactive, responsive and easy to access as possible. Human beings should routinely answer phones and respond promptly to emails, texts and WhatsApp messages. And your service rep should know you by name and be familiar with your aircraft, communications system and airtime service plan.

“We recognize customers have lots of options when it comes to value added resellers and airtime service plans,” Gray said. “But we are convinced that no other provider can duplicate our customer service capabilities, and we intend to keep it that way.”