The longest-serving helicopter operator in the United States, Era Helicopters’ recent initiatives to enhance its offerings, regardless of economic environment, reflect the company’s dedication to a strong customer service philosophy.
Following the appointment of Christopher Bradshaw as Era’s president and chief executive officer in 2014, a proactive, company-wide realignment began, focused on strengthening customer service. The realignment streamlined Era’s organizational structure, integrating all customer-facing aspects under a unified commercial team to serve as a client advocate, and all operational aspects under the operations team to serve as a unified service center.
These changes were designed to enhance Era’s ability to deliver superior service to its partners in a cost-effective manner while growing its global market share. “Despite challenging industry conditions, Era’s strong balance sheet, ample liquidity and flexible capital commitments allowed us to continue focused investments to grow the business in a prudent manner,” said Bradshaw.
Bradshaw emphasized 2015 was a transformational year for the company. During that time, Era celebrated the grand opening of its Houma Super Base, took delivery of its first Sikorsky S-92 and AgustaWestland AW189 heavy helicopters, facilitated its operational oversight in Brazil and expanded its operations with an investment in Colombia.
The Super Base in Houma, Louisiana, itself is a testament to Era’s focus on the customer. The new passenger terminal and fully climate-controlled 65,000-square-foot hangar are equipped with state-of-the-art technology and safety systems, increased Transportation Security Administration-level security screening and value-added conveniences and functionality for both passengers and employees.
The terminal, comparable to an airline VIP lounge with comfortable amenities, accommodates 400 passengers and serves 15,000 passengers per month. One of the premier heliports in the U.S. Gulf of Mexico, the Super Base plays an important role in servicing Era’s existing customer needs and facilitating growth with other major oil-and-gas customers.
Operating a diverse fleet of approximately 150 helicopters, Era further enhanced its heavy helicopter offerings with the acquisition of two S-92 and two AW189 helicopters in 2015. Era was the first operator to place the gross weight expansion (GWE) S-92 into service and served as the launch customer for the AW189 in the Americas.
These models expanded the company’s options for offering affordable, long-range offshore transport for its customers and renders Era the only diversified heavy helicopter operator in the Gulf of Mexico operating the S-92, Airbus Helicopters H225 and AW189 helicopter models.
These versatile, multirole platforms incorporate advanced technologies to enhance Era’s ability to provide safe, efficient and reliable helicopter services. The S-92 helicopter features the Traffic Collision Avoidance System II, providing a display of visual actions and verbal guidance to advise pilots on actions to take to avoid collision, an advanced health and usage monitoring system that sets a new level of reliability and GWE that increases the aircraft’s maximum takeoff weight from 26,500 to 27,700 pounds.
The AW189 helicopter incorporates the latest in advanced situational awareness technologies to reduce crew workload, optimize mission-effectiveness and enhance safety; meets the latest international safety requirements; benefits from an industry-leading 50-minute “run-dry” capability on the main gearbox, exceeding current certification standards; and offers unmatched safety and reliability for long range offshore operations.
In addition to investments in its fleet and facilities last year, Era replaced its local partner in Aeróleo Táxi Aéreo S/A to facilitate further operational integration in Brazil and entered the Colombian market with the acquisition of Sicher Helicopters SAS. The Sicher acquisition permits Era to leverage Sicher’s strong presence in the onshore oil-and-gas market and provides immediate access to Latin America’s fourth largest oil producing country with a burgeoning offshore market.
Era was the first major helicopter operator with a presence in Colombia, positioning the company to capitalize on the growing demand for new generation helicopters operated with the highest safety standards to support oil-and-gas companies as they explore and develop Colombia’s promising offshore blocks.
“Customers are responding enthusiastically to Era’s Super Base, the S-92 and AW189 helicopters and Era’s presence in Colombia,” said Paul White, Era’s senior vice president, commercial. “Our oil-and-gas, search-and-rescue, utility and flightseeing customers choose to fly Era as their preferred partner, and our leasing customers around the world seek out the tip-to-tail maintenance support, training, flight crews and flexible financing options offered by Era.
While there may be a softening in commodities markets, Era’s dedication to customer support and diversification across multiple business opportunities has set the company up for continued success.
“Our goal is to provide safe, efficient and reliable service for the best value,” said White. “We are in the customer service business and we consider our customers our partners. We are always looking for ways to be more helpful to them. We make investments toward that goal, as our success comes only when our partners are successful.”
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YES ! I can bring testimony of the customer / partner orientation ERA brings. As helicopter operator in Argentina, we are receiving outstanding support from ERA Helicopters. Mr White took in first person our needs and brought all the solutions. That’s mean real partnership. They can be proud for fulfilling their commercial promise.