The early 2010s were good years for Russian aircraft manufacturer Sukhoi and its new jetliner, the Superjet. In 2011, low-cost Mexican airline Interjet ordered 30 and gave the program a flagship Western customer. The following year it received European Aviation Safety Agency certification, allowing it to operate in Europe. And in 2016, Irish airline CityJet became the first Western European operator.
Its fortunes changed considerably since then, due to the aircraft’s poor dispatch reliability, inferior customer support, and lack of maintenance facilities. In March, 15 of Interjet’s 22 Superjets were out of service, and it now plans to replace them with A320s.
Read the full commentary (PDF) – Up Front_KMichaels_Customer Support Imperative_29July2019