Buyers of the Falcon 7X seem happy with the maintenance support, dispatch reliability and operating capability, being generally satisfied or very satisfied. But some say that there are 'too many small problems' impacting on dispatch reliability, the cockpit is noisy and that there are still problems with software. The best aspect, they say, is the performance and excellent flight capabilities.

Capt Pascale Magne of Artemis SA reports that the 7X has good range and runway capabilities, but is suffering from the problems of youth - for example in its cross-wind limitations. He is one of two readers reporting they would like to see a nose-wheel steering improvement.

Falcon 900 operators replying to our survey are all delighted with what Roger Thoor of Blue Chip Jet HB describes as its "short strips and long trips" capability. Steve Whalley chimes in with experience of three EX EASy models, reporting that the maximum takeoff weight and maximum landing weights "enable fantastic capabilities enabling the tankering of fuel on multi-stop trips, and so no refuelling time spent on turnaround." It is a great aircraft for transatlantic operations, he says.

Its strengths, the respondents say, include short field performance and range and the high demand in the resale market whenever such aircraft become available. "Flight-wise it flies to the book and beyond if tested. It is a fantastic aircraft which, from day one, was a winner all round," another operator says. "We burn less fuel than almost all two engine competitors, have a higher safety margin and don't have to worry about ETOPS."

Says London Executive Aviation md George Galanopoulos. "Dispatch reliability has been excellent on the Falcon 900EX. We've had no issues - they work well 'right out of the box'. The Falcon is a great aircraft on all fronts. It has excellent range, ample cabin space and good runway performance."

Spain's Corporate Jets XXI says it is happy with Dassault Falcon service maintenance and spare parts availability. "The dispatch rate and reliability are excellent and economies are good for this type of aircraft. However, regarding performance, as it is a F900C, the range is a little too short." The company plans to upgrade to a longer range aircraft once the economic climate improves.

As for complaints generally, Steve Whalley reports having had minor maintenance issues and interface problems with the EASy avionics system. Lars Hogberg of Sundt Air AS is unhappy with arrangements to get fuel into the centre tank when normal refuelling is u/s. Brad Stowe comments on the 900EX that there is not enough space for a partitioned crew rest area "and it's very difficult for our flight attendant to get three meals in the galley for our super long flights."

But overall he is very satisfied: "So far we've had almost two years and 100% dispatch reliability. No one else can go out at maximum takeoff weight and fly 4,500nm from short runways. We have a very competitive cabin with two lavatories, we burn less fuel than almost all two engine competitors and have a higher safety margin".

Our respondents had a variety of ideas regarding the most desirable upgrade for the Falcon 900 series. These included the forward lav, satcom systems and the EASy avionics, a simplified maintenance programme, the addition of HUD, EVS and high speed internet access, as well as the step 3+ upgrade for steep approaches.

Manufacturer's comment

Dassault has a long history of supporting its business jet operators. Guillaume Landrivon, director customer relations and field service, says: "One customer from Norway is operating an aircraft manufactured in 1968. The avionics have been updated but the airframe is 40 years old. If we built robust aircraft with such a long service life, we have to have the right people trained to support such 40-year-old aircraft. We want to give these clients exactly the same high quality effective support as we provide for buyers of our new aircraft."

Jacques Chauvet, svp worldwide Falcon customer services, says: "We must remember that one day in AOG can mean a loss of US$30,000 in revenue. The main satisfaction drivers are dispatch reliability, operational availability, comfort, perceived quality and safety and the so-called 'new technologies' such as avionics and cabin equipment." Customer services field some 22,000 questions every year. Around 75 per cent of these are telephone calls: 25 per cent of them are emails," Chauvet adds. "Phone calls are favoured by operators in North America. Emails are much more a European approach. The emphasis, where there is a problem, is on getting a non-technical objection and the aircraft back operating." A high degree of technical skill is not required to answer around 50 per cent of the enquiries. "It is a matter of guidance as the information is available in Falcon documentation or on a Falcon portal. Providing the guidance and obtaining details such as a contact telephone number takes a few minutes. However a high degree of technical skill is required for the other 50 per cent of enquiries which involve a work stoppage and necessitate trouble-shooting to enable an NTO (Non-Technical Objection). These enquiries can take up to a few hours to resolve." Dassault deploys more than 80 customer service managers, field technical representatives and aircraft model specialists in 30 offices spread around 16 different countries. The emphasis now is on expansion in the Middle East and Asia with Moscow, Istanbul, Jeddah and Dubai among the high priorities. "We have a 24-7 hotline facility with technical specialists in Paris, Teterboro and Boise providing overlapping services round-the-clock," says Landrivon. Dassault has introduced a "let us know before you go" programme. "Where a customer is going to an area for the first time, particularly one where maintenance and service facilities might be sparse or non-existent, we can ensure support even if that means specially flying out personnel," Landrivon adds.

Frederic Recher, sales engineer, says: "The major requirement for innovation that operators requested for the 7X is the ability to land at short field airports and this was achieved. The certification to land at London City is evidence of how we responded." Chauvet says: "We have over 200 employees in Teterboro, Le Bourget and Merignac, committed to spare parts support."