Customer Views from EmbraerExecutive Operators Conference 2006

News fromNBAA 2006

Executive Jets CareAn Embraer Executive Jets Customer Support PublicationIssue 3 ●●●●● 2006 ●●●●● Winter Edition

Executive Jets

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Customer Views from EmbraerExecutive Operators Conference 2006

Orlando, Fla., was the location for thisyear’s Embraer Executive OperatorsConference, held from October 14-16.“This was the best conference we’veever had, as supplier and customerparticipation increased from previousyears,” said Scott Kalister, Vice President– Customer Support, North America.“Eighty percent of the U.S. executive fleetwas represented at the Conference. Ourgoal is to continuously promote thecommunication among the Legacy 600and Legacy Shuttle operators. This is thebest way for them to receive and shareinformation with others about the aircraftand in turn, get maximum utilization outof their airplanes.”

The attendees at this year’s Conferenceincluded single aircraft corporateoperators, shuttle fleet operators and afractional ownership operator.

“At this year’s Conference I was excited tolearn about the big announcementof the new service centers that wereintroduced in North America,” said Keith

Hellem of Conoco Phillips in Ponca City,Okla. “Also, it was great to hear about thenew distribution center for spare parts inLouisville, Ky. It’s important to haveanother distribution center location otherthan in Florida, so we don’t have to worryabout hurricanes.”

“The one thing that I took away from thisConference was the information onavailable service bulletins for the Legacy600, as well as past operational andmaintenance issues,” said Ira Eichenfieldof Corporate Flight International, who alsorecently took delivery of a Legacy 600aircraft. “These subjects are beneficial forour company to learn more about.”

“The Conference met my expectations, asit’s always nice to have an opportunity totalk to vendors, other operators andpeople from Embraer in a social setting,”added Hellem. “It’s also comforting togo to these types of functions and be ableto place the face with the name of thosewith whom you associate, as it’s healthyfor the operator-vendor relationship.”

“Next year, I look forward to spending alittle more time devoted to discussingoperational issues with other operators,which I feel is the most valuable portionof the Conference,” added Eichenfield.

News fromNBAA 2006

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● Embraer & CAE Joint Venture ● Maintenance Tracking and Planning Services ● New Logistics Services Provider● Embraer Executive Care for Phenom ● Service Centers Network ● Customer Support Survey ● Upcoming Events

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This year, Embraer Customer Support wasvery well represented at the NationalBusiness Aviation Association (NBAA)conference, October 17-19, at the OrangeCounty Convention Center in Orlando,Fla. A dedicated team of CustomerSupport professionals was on hand toexplain to visitors about Embraer’snewest capabilities. This year’s NBAAshow was considered the biggest andbest year in the Association’s history. Atthe close of the three-day event, the

attendance total was 33,088 people, a14 percent increase over 2005.

See Customer Support announcements inthis edition, pages 2 and 3.

We are pleasedto present inthis editionthe excitingannouncementsEmbraer madeduring the

National Business AviationAssociation (NBAA) 59th AnnualMeeting and Convention, held inOrlando, Fla., in October.

One of the most significantannouncements was thatEmbraer will build three newservice centers in the U.S. andone at the Le Bourget airport inParis, dedicated to full-servicecare for the Phenom and Legacyaircraft. Furthermore, theEmbraer Executive Jetsauthorized service centernetwork has just been expandedin the U.S. and Europe.

Also announced were importantassociations with leadingcompanies to support thePhenom 100 and Phenom 300aircraft – including the globaltraining joint venture betweenEmbraer and CAE and theselection of UPS Supply ChainSolutions for logistics andshipping services in NorthAmerica and the Caribbean.

Prior to the NBAA show, Embraerheld the Executive OperatorsConference in Orlando with theobjective of improving ourcommunication with and offeringbest-in-class services to ourcustomers. A big thank you goesout to those who participatedand who gave us their feedbackby answering the CustomerSupport and Services Survey.

Enjoy reading this issue and welook forward to bringing youmore exciting news!

Mauricio AveiroVice PresidentCustomer Support, Executive Jets

Embraer Customer SupportAnnouncements at NBAA

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Executive Jets Care ● Winter Edition ● 2006 ● 02

Embraer Customer SupportAnnouncements at NBAA

An enhanced version of the EmbraerTracking and Planning Service is

being introduced for all itsExecutive Jets, as they becomecertified. The service isimmediately available to our

Legacy 600 customers and willbecome available for the Phenom

and the Lineage aircraft upon entry intoservice. Embraer selected Flightdocs, a leading

aviation maintenance systems company, to provide the technology and around-the-clock support for this service, which will be available to all Embraer Executive Jetscustomers.

The Maintenance Tracking and Planning Service will enable customers to securelyaccess their aircraft maintenance plan through the Internet and dynamically update

it by providing operationalinformation. To support thecustomers with their maintenanceplanning, Embraer has designateda team of specialists who will alsomonitor the aircraft maintenancerequirements and developcustomized work packages to suitthe operational profile of eachaircraft.

To learn moreabout this service,please contact anEmbraer CustomerAccount Manageror send an emailto maintenance.tracking@embraer.com.br.

Embraer selected UPS Supply ChainSolutions, a division of UPS, to

perform dedicated serviceparts logistics and shippingservices that will support the

Phenom 100 and Phenom 300jets in North America and the

Caribbean.

The main distribution center for Phenom spare parts will be in Louisville, Ky., whereWorldport, UPS’s largest air cargo hub, is located. Embraer will maintain a com-plete stock of repairable, expendable and structural parts for Phenom jets at thecenter. In addition, Embraer will also stock critical parts throughout the U.S. at itsauthorized and Embraer-owned service centers and at its existing distribution centerin Fort Lauderdale, Fla.

The Embraer Executive Care program,currently being offered exclusively to

Legacy 600 owners, has beenexpanded and tailored for thePhenom 100 and Phenom 300jets and will be available upon

entry into service in mid-2008and mid-2009, respectively. Through

this new program, Embraer will assistcustomers in managing airframe and engine

maintenance and cover the execution of all aspects of maintenance tasks, service centerreservations or even parts procurement. The program offers predictable monthlypayments, based on projected flight hours and on the operational profile of eachcustomer.

The Embraer Executive Care program is comprehensive, offering both scheduled andunscheduled airframe labor, parts and freight for service bulletins and airworthinessdirectives; a maintenance tracking and planning system; and engine coverage. Customersalso have the flexibility of selecting varying levels of care and even optional coverage,such as an airframe mobile rescue team and engine life limited parts.

MaintenanceTrackingand PlanningService

Embraer andCAE FormTraining JointVenture

EmbraerExecutiveCare forPhenom 100Logistics

and ShippingServices Provider

Embraer and CAE have signed anagreement to form a global training

joint venture, which willprovide comprehensive pilotand ground crew training toEmbraer customers of the

Phenom 100 Very Light Jet andPhenom 300 Light Jet aircraft.

CAE, a world leader in providing simulationand modeling technologies, and integrated training

services to the civil aviation industry and defense forces around the globe, will offerthe initial training program at CAE SimuFlite in Dallas, Texas, beginning with thePhenom 100 entry into service in 2008. Plans for the joint venture include expansionto Western Europe and the Eastern U.S.

Under the terms of the agreement, the joint venture will provide entitlement trainingand post-entitlement training for pilots, maintenance technicians and dispatchpersonnel. This is CAE’s first training program for the Very Light Jet and Light Jetmarkets.

CAE and Embraer will work together to develop all required coursework and providea team of highly-qualified instructors to deliver all ground school and simulatorinstruction. As part of the trainingprogram, CAE will design andmanufacture the full-flight simulator andcombine CAE Simfinity® technology anddevices into the comprehensive Phenomtraining program.

Pilots will have the course contenttailored to their specific needs, asidentified in the beginning of theprocess throughtests, interviewsand curriculumevaluation. Uponrequest, a mentorpilot program willbe available andoffered separately.

Embraer Builds New Customer Support Facilities

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Embraer Builds New Customer Support Facilities

Executive Jets Care ● Winter Edition ● 2006 ● 03

Embraer kicked off the National BusinessAviation Association (NBAA) 2006conference in Orlando, Fla., byannouncing that the Company will buildthree new executive jet service centers inthe U.S. and one in Europe, all of whichwill be dedicated to full-service care forthe Phenom 100, Phenom 300 andLegacy 600 aircraft. “Customer supportis crucial if Embraer is to succeed in itsgoal,” said Luís Carlos Affonso, ExecutiveVice President, Executive Jets.

This announcement was made only oneyear after NBAA 2005, where Embraerfired up a dazzling show to unveil interi-or mock-ups of its new light and very lightjets, as well as the names for these tworevolutionary business jets: the Phenom300 and Phenom 100, respectively.

Embraer thoroughly evaluated locationsfor these service centers throughout the

Southeast, West Coast and Northeast ofthe U.S., selecting Ft. Lauderdale-Hollywood International Airport, Ft.Lauderdale, Fla.; Williams GatewayAirport, Mesa, Ariz.; and BradleyInternational Airport, Windsor Locks,Conn. They will be completed before thefirst Embraer Phenom 100 aircraft goesinto service in mid-2008. A fourth servicecenter will be built in 2007, at the LeBourget airport, in Paris, France. Each newCompany-owned service center willconsist of a facility with approximately40,000 square feet (3,716 square meters),comprising hangar, shops and officespace. The investment in the new facilitieswill total around US$ 40 million. Embraercurrently has three factory-owned servicecenters in Nashville, Tenn., U.S.; GaviaoPeixoto, S.P., Brazil; and Alverca, Portugal.

“As we continue to expand our service

center network on all continents, thesecenters reflect our strong commitment toour Executive Jets customers,” said Mau-rício Botelho, Chairman, President & CEOof Embraer. “Our goal is to develop ahighly efficient and customer-friendlysupport infrastructure that will fully meetthe expectations of our customers.”

The second part of Embraer’s supportstrategy includes revamping andupgrading 11 authorized service centersin the U.S. and five in Europe, andappointing seven new ones in the U.S.These new authorized service centerswere chosen by criteria that includedlocation, infrastructure quality andcapabilities, flexibility to meet changingrequirements and a track record fordelivering premium quality services.

All service center facilities will provide

full-service aircraft care, including routineinspection, scheduled and unscheduledairframe, engine, avionics and othersystems maintenance and repairs; 24/7assistance; emergency services (AOG –Aircraft On Ground Rescue / MobileTeams); and expendable and repairableparts stock. Services may also includepainting and interior refurbishments.

“We have selected renowned serviceproviders that cater to the businessaviation community, upholding thehighest standards in quality andcustomer support,” said Luís CarlosAffonso, Executive Vice-President,Executive Jets. “We are committed todelivering premium services to ourcustomers through a global network thatwill offer convenience and efficiency insupport and services.”

See the chart below.

Customer Support and Services Survey

Steep ApproachOperation Certification for

FAA-based OperatorsIn October, Embraer obtained FederalAviation Administration (FAA) certificationfor Steep Approach Operation of theLegacy 600 aircraft. In order to incorporatethis technological capability, FAA-basedcustomers should request the EmbraerService Bulletin, 145LEG-34-0013.Embraer operation manuals have alreadybeen revised to include Steep Approachinformation as well as the Embraer FlightOperations Performance software.

Steep ApproachOperation Certification for

FAA-based OperatorsSteep Approach is defined as having thefinal glide path higher than 4.4 degrees,where obstacle clearance and noiseconstraints are a factor.

The London City Airport (IATA:LCY, ICAO: EGLC), widely known for itsSteep Approach requirement, has a 5.5degrees approach. The single-runwayairport has 1500 m (4948 ft) of runwaylength, and is located in the middle ofdowntown London. Embraer´s Legacy

has been operating in LondonCity Airport since 2004.

It is important to highlight that inaddition to the aircraft being certified forSteep Approach, pilots may also berequired to be specifically trained. AtLondon City Airport, for example, allpilots must hold a Commercial or AirTransport Pilots License and havecompleted at least three approaches at5.5 degrees or steeper. When planning

to fly in an airport where steep approachis a requirement, check with the localairport authority on the specificconditions of operation.

European Aviation Safety Authority(EASA) and Brazilian Aviation Authority(ANAC) have already approved the SteepApproach Operation.

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With Embraer’s first worldwide CustomerSupport and Services Survey for theExecutive Aviation, we evaluated the levelof satisfaction of Legacy 600 customerswith our Customer Support and Servicesand the Embraer Authorized ServiceCenters Network.

The survey was also used to enhance ourknowledge of the habits, attitudesand behaviors of potential buyers,users, operators and owners of jets

as well as maintenance providers relatedto executive aviation customer supportand services.

Moreover, Embraer developed a referencemeasure for its current Legacy 600support, which will be assessed againperiodically through research at customerbases and at our authorized servicenetwork. This knowledge is alreadysupporting the actions required to complywith Embraer’s vision as being one of thebest customer support and servicesproviders in the executive aviation market.

Research was based on a qualitativemethodology, as Embraer wanted to havemore direct input from all participants.Customers and Embraer’s Service CenterNetwork received a form prepared byAeroStrategy Management Consulting, apremier research firm focused on aviationand aerospace industries. AeroStrategySenior Management team – with over 20-years’ experience – is based in the U.S.and Europe, where currently over 90% ofthe Embraer Executive Jets fleet is located.

With a survey return rate of over 70%, allforms provided important insights on howto improve the satisfaction level ofEmbraer Executive Jets Customers.After receiving the forms, AeroStrategyinterviewed 63% of the respondents –

providing Embraer with an independentview of all gaps and opportunities in ourcurrent Customer Support and Serviceorganization and processes.

Customers evaluated eight categoriesconsidered – by them – the mostimportant: Field Support, Technical andMaintenance Support, Flight OperationsSupport, Parts Support, Warranty, TotalLegacy Care (upgraded to EmbraerExecutive Care), Service Center Supportand Ease of Doing Business.

With more than 37 years of experiencesupporting the very demanding

worldwide commercial aircraft market,Embraer understands that its main taskis to adapt its processes and people tothe requirements of the business aviationmarket.

The survey results will be shared with ourCustomers and Service Center Networkin dedicated meetings and also throughchanges in the way we support andservice aircraft.

Embraer would like to send our deepestappreciation to all who participated in theEmbraer Executive Jets Customer Supportand Service Survey.

Executive Jets CareAn Embraer Executive Jets CustomerSupport PublicationContact Us: roseli.nogueira@embraer.com.br

Editorial Coordinator: Roseli Nogueira PintoCollaborators: Christine Manna, Alfredo Gonçalves

and Luiz C. H. MatsumotoArt Direction: Performa Comunicação Executive Jets

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Executive Jets Care ● Winter Edition ● 2006 ● 04

Most ImportantCategories

Considered byCustomers

● Field Support

● Technical and MaintenanceSupport

● Flight Operations Support

● Parts Support

● Warranty

● Embraer Executive Care

● Service Center Support

● Ease of Doing Business

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..............................................................Upcoming events

Middle East Business Aviation – MEBA: January 31 – February 1; 2007 –Dubai, UAE.

Asian Business Aviation Convention and Exhibition – ABACE: Hong Kong– China, February 6–7; 2007.

6th International Aerospace and Defence Exhibition – Aero India:Bangalore – India , February 7–11; 2007.

To learn more about Embraer Executive Jets’ participation in Air Showsand Events, please visit www.embraerexecutivejets.com.

Customer Support and Services Survey

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