It goes without saying that in the world of business aviation, unforeseen issues can and will bring operations to a screeching halt. During these events, every minute counts, and swift, expert intervention is required. Duncan Aviation’s RRT (Rapid Response Teams) are precisely designed for these critical moments, renowned for their technical expertise and unwavering commitment to customer satisfaction, whether tackling an unexpected AOG (Aircraft on Ground) event or rectifying an unforeseen mistake with skill and professionalism.
When his Falcon 2000LXS faced an AOG due to an ITT shift requiring an engine change, Thomas Rutherford, Manager of Aircraft Maintenance for Pike Electric, began searching local resources to find field support. One of those calls was to Duncan Aviation’s 24-hour AOG hotline.
Jezlyn Hildreth, an FBO Customer Service Rep at Duncan Aviation’s MRO in Lincoln, Nebraska, answered the call and immediately impressed Thomas with her professionalism, attention to detail, and ability to ask the right questions. She quickly put Thomas in contact with Warren Wiatrek, an RRT Team Leader based in Tampa, Florida, who detailed Duncan Aviation’s capabilities, reassuring Thomas that they possessed all the necessary tooling and skilled technicians for the job.
The assembled team of engine technicians converged from different parts of the country, yet operated as a single, cohesive unit. Tom was particularly struck by their constant communication, deep expertise, and willingness to work extended hours safely until the job was done.
They arrived fully prepared and with a clear game plan and timeline already in place. The process from the initial phone call to the aircraft’s return to service took less than five days. While Tom felt the team went above and beyond, this level of effort is simply routine for the RRT, driven by their high internal expectations.
His confidence in Duncan Aviation was established from those first interactions. He praised our electronic quote system, flawless communication, and exceptional team effort, comprehensive tooling, and truly rapid responsiveness.
With this exceptional customer experience and our capability to support business aircraft in North Carolina, Thomas now intends to turn to us more frequently, having already scheduled his next engine R&R with the RRT.
Even with meticulous operations, mistakes can occur, and Duncan Aviation’s response defines its service. Mary Randolph, Owner/Manager of Bradley Mack Aviation, trusts Duncan Aviation’s Arizona RRT. This trust was solidified when the team handled an unexpected incident.
During a routine engine inspection on a Cessna Citation Excel/XLS, a pair of needle-nosed pliers accidentally slipped, point-first, onto a flap, causing damage. This unfolded on a Friday at the aircraft’s home base in Scottsdale, Arizona.
Arizona RRT Team Leader Jeff Lowery immediately contacted RRT Management and Cessna’s engineering to discuss all repair options, while Tracy Hein, Duncan Aviation Project Manager, worked tirelessly to secure a rental flap. When Jeff called Mary to inform her of the problem, he also presented her with the pre-planned solution. By the end of the day, the plan was set, and the rental flap was on its way.
On Monday, Jeff and the Arizona RRT assisted Mary’s local maintenance team in installing the rental flap, allowing the aircraft to resume its flight schedule. The damaged flap was sent to Duncan Aviation’s MRO in Provo for repair and painting. Within weeks, the repaired flap was reinstalled, and the aircraft returned to service with its original flap within a month.
Mary praised the RRT’s professional response, their ownership of the problem, and Jeff’s immediate, transparent communication, as well as Tracy Hein’s amazing coordination.
Despite this being the first time Mary has encountered any issue with our RRT, her trust in Jeff and his team remains unwavering. As an experienced professional in the aviation industry, Mary understands that such incidents can occur and prioritizes moving forward, continuing to rely on them for future engine work.
Duncan Aviation’s Rapid Response Teams embody true partnership, transforming challenges into opportunities and building lasting trust.