We're here to help.
To make it easier for you to find answers to your MRO-related questions, we have compiled this FAQ list. If you still can't find the answer to your question here, please get in touch with us on mrosupport@ontic.com.
| Question | Answer |
| What change is Ontic making to its MRO operations? | Currently, we deliver our MRO support services from the same facilities as our parts supply business. To better serve our MRO customers, we have invested in two new, dedicated MRO facilities - one based in Tewkesbury UK, the other in Miramar, FL. Once complete, all our MRO operations will move out to these facilities so that we can deliver a focused, premium-level service to all our customers. |
| Why is Ontic consolidating its MRO operations? | This move allows us to: - Improve operational efficiency and consistency - Invest in specialist MRO capabilities and tooling - Enhance turnaround times and quality performance - Provide a more resilient and scalable long-term MRO solution for our customers. |
| When will the consolidation take place? | Most of the product and equipment transitions to our Miramar site have already been completed, with the final transfers taking place in the first half of 2026. The Tewkesbury site is expected to be fully transitioned and operational by the end of 2026. All transitions will occur in a phased and controlled manner to minimize disruption. Customers will be informed in advance of any changes relevant to their products or services. |
| Will there be any disruption to my current MRO support? | Ontic’s priority is continuity of service. We do not expect any disruption to ongoing programs, and mitigation plans are in place to ensure uninterrupted support throughout the transition. Any potential disruptions to service will be communicated to customers in advance. |
| Will turnaround times (TAT) change? | During the transition period, turnaround times will be closely managed and monitored. Once fully established, the dedicated MRO facility will focus on improving current turnaround times through optimised workflows and dedicated resources. |
| Will my existing contracts or agreements be affected? | No changes to existing contractual terms, pricing, or service scope are expected as a result of this consolidation. Any changes will be discussed directly with affected customers in advance. |
| Will my parts or equipment be moved without notice? | No. Any movement of customer assets will be: - Planned in advance - Communicated clearly - Fully traceable and compliant with regulatory and customer requirements |
| Will Ontic maintain the same quality and regulatory approvals? | Yes. The new dedicated MRO facilities will: - Operate under the same industry standard quality management systems - Maintain all required regulatory approvals and certifications - Be staffed by experienced Ontic MRO specialists |
| Will I still work with the same Ontic contacts? | As our team expands and transfers are completed, there may be some instances where accounts are reallocated to new Customer Experience Partners. Any role or contact changes will be communicated proactively. |
| What are the benefits of this move to customers? | Customers can expect: - Improved TAT, consistency and standardisation of MRO processes - A greater focus on MRO customer service excellence - Increased capacity and long-term support in overcoming obsolescence - Enhanced investment in tooling, training, and capability |
| Does this change affect emergency or AOG support? | No. Ontic will continue to support emergency and AOG requirements in line with existing agreements, with no reduction in responsiveness. |
| Will shipping or logistics arrangements change? | There may be minor changes to shipping addresses or logistics routes once the transition is complete. Any updates will be communicated clearly and well in advance. |
| How will Ontic communicate progress during the transition? | Ontic will provide: - Direct customer communications where relevant - Advance notice of any product-specific or programme-specific changes - Dedicated points of contact for questions or concerns |
| Who should I contact if I have questions? | Customers should continue to contact their usual Ontic programme or account representative, who will coordinate any additional support required. If you are not sure who to contact, please email us at mrosupport@ontic.com. |
| What happens once all the product has been transferred across to the new facilities? | Once complete, all applicable MRO activity will be performed at one of our dedicated MRO facilities to ensure our customers receive high-quality, reliable service. |
