For Dassault Aviation, customer service is not a postsale obligation-it is a philosophy that defines the Falcon ownership experience. From the moment an aircraft leaves the assembly line, it enters a global ecosystem of care, one that combines human expertise, advanced digital monitoring, and round-theclock support. Dassault’s official communications consistently underline one mission, to deliver the most comprehensive support network in business aviation, ensuring every Falcon jet remains mission-ready, wherever it flies.

A NETWORK BUILT ON TRUST AND TECHNOLOGY

Dassault’s 24/7 operational support structure is designed to minimise downtime and guarantee swift response, regardless of geography. At the heart of this system lies Falcon Response-the company’s dedicated aircraft-on-ground (AOG) and dispatch service. FalconResponse operates through command centres that work continuously, coordinating technicians, spares, and logistics to bring grounded aircraft back into service in the shortest possible time.

Dassault describes FalconResponse as a “global lifeline” for Falcon operators. The service is more than just a hotline-it’s a dynamic coordination platform linking regional maintenance centres, parts depots, and field teams. When an AOG occurs, a dedicated operations manager mobilises the nearest resources-whether that means dispatching a replacement part, flying in technicians, or even arranging a support aircraft to transport critical personnel or components.

Complementing this is FalconBroadcast, a digital tool that brings aircraft health data to ground teams in real time. It transmits maintenance alerts and performance parameters from the aircraft’s EASy flight deck while in flight, allowing engineers to diagnose issues and prepare corrective measures before the jet even lands. FalconBroadcast exemplifies how Dassault uses data and connectivity to anticipate problems rather than merely react to them-an evolution from reactive service to predictive maintenance.

By linking FalconBroadcast’s proactive monitoring with FalconResponse’s immediate action capability, Dassault has effectively created a closed-loop support system. The result is faster fault isolation, reduced unscheduled downtime, and an enhanced sense of confidence among operators who know that the OEM is watching over their fleet 24 hours a day.

PREDICTABLE MAINTENANCE THROUGH FALCONCARE

At the core of Dassault’s aftersales strategy lies FalconCare, a comprehensive maintenance-cost management programme designed to offer predictability and peace of mind to owners. Through FalconCare, operators can opt for fixed-cost packages covering parts, labour, and major inspections-including C-checks-thus shielding them from unexpected financial fluctuations.

The programme’s value extends beyond cost control. Every aircraft enrolled in FalconCare benefits from continuous OEM oversight, ensuring that maintenance is performed to factory specifications. This in turn protects residual values and assures prospective buyers that the aircraft has been serviced under Dassault’s supervision.

Dassault positions FalconCare as a hallmark of its “total lifecycle support” philosophy. For smaller flight departments, the appeal lies in budget stability; for larger fleet operators, it’s the ability to standardise maintenance planning across multiple aircraft. The programme also covers AOG support, meaning that unexpected issues encountered during missions are resolved within the framework of the customer’s predictable maintenance plan.

Supporting FalconCare’s global reach is Dassault’s extensive MRO network, now comprising more than 60 facilities worldwide. The network blends company-owned maintenance centres with authorised service partners strategically located to offer seamless geographic coverage. Dassault’s own MRO hubs handle heavy inspections, structural work, and modifications, while regional partners provide line maintenance and shorter turnaround services.

This model offers operators flexibility without compromising standards. As Dassault states, “every service centre bearing the Falcon name meets the same requirements for tooling, training and quality.” The company’s decision to maintain a large portion of its network under direct ownership ensures that technical standards and customer experience remain consistent worldwide.

THE BACKBONE: SPARES AND LOGISTICS

Availability of spare parts is often the true measure of an OEM’s support capability, and Dassault has invested heavily in this area. Through its Falcon Spares division, the company has built one of the most geographically distributed logistics networks in business aviation.

Dassault operates more than a dozen major parts distribution centres and logistics hubs across every key region as well as regional hubs. This network is designed around a simple but ambitious goal-making parts available “anytime, anywhere.” Dassault’s logistics teams work in close coordination with the FalconResponse command centres, ensuring that parts can be shipped in a matter of hours rather than days. The company emphasises that its spares pricing remains competitive while maintaining the reliability standards expected from an OEM.

The FalconBroadcast system again plays a vital supporting role here. When the aircraft transmits a fault message during flight, Dassault’s command centre can pre-position the required part and technician at the arrival airport, transforming what might have been a lengthy delay into a routine service stop.

This tightly integrated spares ecosystem-backed by digital monitoring and proactive logistics-translates to one of the highest dispatch reliability rates in the business aviation sector.

FLEET SUPPORT AND OPERATIONAL EXPERTISE

While technical response and logistics are critical, Dassault’s fleet support model extends into the daily operational realities of its customers. Dedicated operational support teams, comprising OEM engineers and technical representatives, work directly with operators and flight departments. Their remit covers line maintenance troubleshooting, interpretation of service bulletins, assistance with modifications, and operational advice.

This close relationship between operator and OEM fosters a deeper understanding of aircraft behaviour in diverse environments, feeding valuable feedback into Dassault’s design and product improvement loops. It also helps operators stay compliant with the latest updates, ensuring that every Falcon in the fleet benefits from the most current technical standards.

Through FalconCare, operators gain predictable, fixedcost maintenance coverage backed by OEM oversight, ensuring factorystandard servicing and sustained aircraft value

Dassault’s operational support infrastructure is also reinforced by its own training and documentation ecosystem. Pilot and maintenance training programmes are developed and continuously updated in coordination with Dassault’s engineering teams, ensuring that crews and technicians remain current on aircraft systems and procedures.

In practice, this means that support is not confined to maintenance events-it extends to every phase of operation. Whether it’s route planning advice, software updates, or performance optimisation, the Falcon support network functions as a living, adaptive partnership between the manufacturer and the operator.

A CONTINUOUS COMMITMENT

Dassault Aviation’s approach to customer service is best understood as an extension of its design philosophy: a balance of precision engineering and operational reliability. The company’s stated goal is to deliver “peace of mind through excellence”-and its layered support ecosystem delivers precisely that.

From FalconCare’s predictable maintenance coverage and FalconResponse’s rapid AOG interventions, to FalconBroadcast’s real-time troubleshooting and a global logistics chain that never rests, every element is designed to minimise downtime and enhance operator confidence. Dassault’s insistence on maintaining significant in-house control over MRO facilities further underscores its commitment to quality and consistency.

The result is a service model that elevates Falcon ownership beyond aircraft performance alone. It ensures that every Falcon is backed by the manufacturer’s full technical, logistical, and human resources-around the clock, across the world.

In a sector where time is the most valuable commodity, Dassault’s investment in fleet support and customer service transforms aircraft ownership into a truly worry-free experience. As the company often notes in its communications, “the mission doesn’t end when the aircraft lands-it continues with the support we deliver.” And for Falcon operators, that enduring promise of support is perhaps the ultimate expression of Dassault’s craftsmanship in aviation-one that extends far beyond the skies.