AOGs teach us to make difficult decisions. They are difficult because they have to be made quickly, with limited information, by people in different places, while a schedule is already falling behind.
Every maintenance event brings its own complexity. An MCCer needs to organise a replacement part while a technician, together with a crew, is waiting at an airport hundreds of kilometres away. A CAMO team needs to know whether an aircraft will be released tonight or tomorrow because, somewhere further down the chain, an owner is waiting for one honest answer about when they can fly. All decisions are coordinated by JetSupport’s Maintenance Control Center.
One Point of Contact, Around the Clock
The MCC is available 24 hours a day, every day of the year, including weekends and holidays. It is the single point of contact for operators, owners, fleet managers, and CAMO teams across JetSupport’s European network.
During an AOG event, many stakeholders can be involved: the operator, the maintenance provider, the parts supplier, ground handling, the flight crew, the shipper, customs, and the subcontractor, among others. The MCC absorbs that coordination.
What the MCC Actually Coordinates
Behind one phone number, multiple tasks have to move at the same time. Technical decision-making: assessing the defect, establishing the most effective route to recovery, ensuring the applicable procedures and all associated tools, parts and consumables are available, securing sufficient manpower, and coordinating all related logistics, access, and authorisations, all while remaining within budget and time.
What Parallel Coordination Means in Practice
The Hamburg AOG case illustrates how this works. An afternoon call starts the procedure. A corporate jet suffered an Electronic Engine Control failure. By the following morning, a JetSupport Maintenance Response Team (MRT) had departed Amsterdam in the AOG response vehicle, the MCC had located the required component, and delivery to Hamburg had been arranged.
The MCC did not wait for the technicians to diagnose the defect before sourcing the part. It worked on the logistics while the technical team worked on the aircraft. That parallel structure is what compresses the time between an AOG call and an aircraft returning to service.
Network-Wide Visibility
JetSupport operates from Amsterdam Schiphol, Munich Oberpfaffenhofen, Paris Le Bourget, and Nice Côte d’Azur. The MCC sees all four simultaneously. That network-wide view changes what is possible. If an aircraft goes AOG near Athens but the required specialist is in Amsterdam, that is a logistics question rather than a dead end. If a scheduled inspection at one station can be re-sequenced to free capacity for an urgent recovery, the MCC identifies it. Decisions are made with visibility of what the whole network is doing, which is rarely the case when each station coordinates only for itself.
Planned Work, the Same Visibility
The MCC is the most visible during AOG events, but scheduled maintenance events run through the same sequence: confirming scope before the aircraft arrives, aligning parts availability with the slot, and submitting findings with repair scenarios early enough so that an operator can make decisions rather than receive them. Status and costs are visible as the work progresses.
Why It Is a Dedicated Function
Aircraft availability is not only a function of maintenance quality. It is a function of how quickly good decisions get made and communicated.
JetSupport built the MCC as a dedicated, continuously staffed function because coordination during any maintenance task is too consequential to be a side task for the technicians who should focus on doing maintenance, whilst keeping downtime to a minimum. The MCC has the authority to pull in whatever the network has, and the visibility to know what that is.
For operators, the result is straightforward. One number. Any hour. One team that handles everything from the first call to the signed release.
JetSupport’s Maintenance Control Center is available 24/7 at mcc@jetsupport.nl or +31 20 502 2284.
