Deliveries of the Premier I, Raytheon Aircraft's first-ever, clean sheet jet, now are approaching 70 units, so B/CA recently surveyed operators to determine how well the aircraft is living up to their expectations. It turns out they love its speed, roomy cockpit, cabin and baggage compartment, Rockwell Collins Pro Line 21 avionics suite and handling qualities, but many early aircraft operators report they experienced dispatch reliability woes, as one might expect from a leading-edge-technology design aircraft. In light of previous B/CA Raytheon aircraft operator surveys, one might not expect Premier I owners to applaud the manufacturer's product support efforts -- the assessment of Hawker 800XP operators (B/CA, January 1999, page 54), for example, ``were mixed, at best.'' But Premier operators' views are markedly different. ``At first, we were skeptical. But Raytheon has been all over this thing as far as product support. They've really bent over backward,'' Tony Complo, who flies RB-0059 based in south Florida, told B/CA. ``I think people were afraid of Raytheon's service support, but it's now better than Cessna's,'' one southern California operator remarked who formerly owned a CJ for nine years. ``Our field representative called up, introduced himself and since then has been very proactive. I give technical support and parts support from Raytheon A+ marks,'' Mark Blaisdell, who flies RB-0037, told B/CA. Several other operators also said Raytheon has ``bent over backward'' to support the aircraft with whatever it takes to solve problems. The firm has dispatched charter aircraft to support stranded clients, had its field reps drive hundreds of miles to fix AOG aircraft and developed dozens of no-cost service bulletins to remedy shortcomings in early aircraft. Some operators told B/CA that Raytheon's support for the Premier I sets new standards for the light jet industry. The marked change in product support is a result of a complete shift in priorities at Raytheon Aircraft, according to Randy Groom, president of Raytheon's Beechcraft division. ``We are very proud of this aircraft. It's the fastest single-pilot certified jet in the world and it's indicative of a tremendous corporate commitment to new technology.'' As with any new technology, there's a sharp and sometimes painful learning curve. ``We're really trying to minimize the inconvenience to customers,'' Groom explained. ``This is evidence of a cultural change at the company that started a couple of years ago.'' ``We've rebuilt customer support from the bottom up,'' commented Ed Dolanski, Raytheon's vice president of customer support operations. ``Two years ago, we created a new customer support model and launched it around the Premier I. [Customer] support now takes priority over production.'' Seven interactive AOG displays have been installed at strategic locations in Raytheon's Wichita headquarters so that key people can see at a glance which aircraft are grounded by serial number and operator name. Red indicates AOG. Yellow means the problem is being worked. Green means the aircraft is ready for flight or the part has arrived in the customer's hands. One display sits next to company chairman Jim Schuster's office, and he's not shy about picking up the phone if a red AOG light stays illuminated for any extended time. Dolanski, as a result, has given Greg Graber, head of technical support for light jets, almost carte blanche authority to solve problems. ```Do whatever it takes within reason to keep the customers happy,' I told Greg,'' Dolanski related. ```Remember, it's always easier to beg forgiveness than to ask permission,' I added.'' These efforts are bearing fruit. Two years ago, parts fill rates were a lackluster 57 percent. Now, the fill rate is 94 percent, according to Dolanski. Twenty-four hour AOG parts dispatch was 60 percent in 2001. Now the rate is 99.99 percent, Dolanski claims, with most AOG parts leaving the warehouse within 20 minutes. In October 2003, the average turnaround time for AOG parts was less than 13 hours. Customers have noticed the changes. ``It's almost like having your own personal service rep,'' reported Jim Radley, who flies RB-0025. ``Whenever I come in, one or two [Raytheon Aircraft Services] mechanics come out to the airplane and ask me if I have any squawks. It's like I have a full-time maintenance manager,'' commented Tom Dennison, who flies RB-0007 based in Wichita. ``I have a great tech rep [Sean Janoscrat] who goes to bat for us and follows up on gripes. It's the best service I've ever had,'' said Reed Grant, who flies RB-0018. ``I've never owned an airplane like this before and now I've got the `wow!' syndrome. Raytheon has knocked themselves out to please me,'' said Frank Fletcher, who owns RB-0005, the second airplane delivered to a retail customer. That level of customer satisfaction, though, hasn't been universal. The Premier I's cutting-edge technology has been problematic for some operators, leaving them wanting more from Raytheon product support folks. But these operators were small in number compared with the majority of Premier I owners and pilots who praised the firm. Why They Chose the Premier I Most folks we contacted turned out to be Beechcraft loyalists, looking for a jet upgrade from their King Airs or other turboprops. Several said they bought King Airs with a guaranteed trade-in value on the purchase of a Premier I. This policy assuaged some of the hard feelings operators had concerning the Premier I's two-year delay in certification and initial customer deliveries. The CitationJet and CJ1 were the next most frequently mentioned previous aircraft. Operators said they looked at the CJ2, among other light jets, but chose the Premier I for its nearly 40-knot speed advantage, cabin size and cutting-edge design. Most folks said they operate the Premier I as their only aircraft, but a few owners also fly recreational light aircraft. Operators weren't nave about the risks associated with embracing new versus evolutionary technology. Most expected some growing pains. But, as Beech aircraft enthusiasts, they were confident that the aircraft would be well supported. Raytheon reports that most operators equip their aircraft with the optional third Pro Line 21 large-format display screen, TCAS 4000, EGPWS and ELT, plus Option Packages ``A'' and ``B'' that provide 117VAC power outlets in the cabin, plusher carpeting, aft baggage compartment heat and large capacity oxygen bottle, among other upgrades. The average single-pilot BOW, as a result, is 8,470 pounds, according to B/CA's May 2003 Purchase Planning Handbook. That makes the available payload with full fuel a scant 450 pounds. However, the average passenger load is two people, according to Raytheon data. Operators told B/CA their average passenger load was 2.5 people, thus range/payload compromises aren't a problem most of the time. Most operators couldn't recall the empty weight of their aircraft without looking at the weight and balance section of their Approved Flight Manuals. This is another, albeit indirect, indication of their not having range/payload tradeoff problems on most missions. Total fleet time is approaching 20,000 hours, since initial deliveries began in June 2001, according to Raytheon officials. That results in less than 300 hours total flight time for each aircraft. The fleet leader has accumulated about 800 hours, according to Raytheon. About two-thirds of the Premier I fleet is operating in the United States, with the rest being spread over Europe, Latin America and South Africa. Raytheon reports that the average operator flies 340 hours per year, somewhat higher than for other light jets. Respondents in our survey reported a average 269 annual flight hours, which is close to other entry-level turbofan aircraft annual flight hours. Interestingly most of these folks don't track direct hourly operating cost. Raytheon estimates the Premier I's DOC at $690.22, including $162.62 for Williams preferred ``TAP'' program engine fees, $402.50 for fuel and $125.07 for maintenance labor and parts. But that's a 10-year average including the first five years while the aircraft is in warranty. B/CA estimates DOCs to be somewhat higher due to fringe costs associated with warranty claims, fuel consumption fluctuations and unforeseen consumables. A few operators ``guestimated'' DOCs at $800 to $850. One operator said $1,000 per hour ``dry'' (without fuel) for a Premier I was the going fair market hourly rate. But this rate undoubtedly includes amortization of some fixed costs. The average stage length is 720 nm, according to Raytheon statistics. Operators contacted by B/CA report their average stage length as 633 miles, but we believe Raytheon's data are more accurate because the firm has access to all operators' records while we relied upon verbal reports. Still, either of those two stage length numbers is considerably longer than the average for light jets, which is not unexpected considering the Premier I's 440-plus KTAS cruise speed that enables it to average 400-plus knots block speed on most missions. Most operators told B/CA they climb directly to FL 390 or FL 410 for such missions and then fly at maximum cruise thrust (MCT). Speeds of 430 KTAS to 445 KTAS are common, but on warm days cruise speed decreases to 420 KTAS to 430 KTAS. Average fuel burns at altitude are 800 pph to 880 pph. The Premier I does not have long legs. While it can be flown 1,250 nm at long-range cruise, operators seem disinclined to slow to near CitationJet speeds on such missions. High-speed cruise is the only way to go, most operators said. As a result, few feel comfortable flying more than 1,100 miles before stopping for fuel. On the longest missions, operators said they still climb directly to FL 410, frequently requesting FL 410 westbound. Fuel burns are 1,100 pph to 1,200 pph for the first hour, 900 pph for the second hour and 800 pounds for the last hour of the mission. Most cruise at MCT, but no slower than 400 KTAS to 420 KTAS on long-range missions. A few said they slow to 380 KTAS to 390 KTAS to stretch out range to 1,350 nm to 1,400 nm if the weather is clear at the destination and no IFR alternate is needed. ``It's a three-hour airplane,'' said Carrold Ray, who flies RB-005, summing up many comments expressed by other operators. Five Best and Five Worst Features The Premier I's passenger comfort, high cruise speed, fully integrated Rockwell Collins Pro Line 21 avionics package, large external baggage compartment and Raytheon product support all get high praise. The aircraft's cabin cross-section is very close to the average for all midsize aircraft, but the cabin length is 4 to 5 feet shorter. Six passenger chairs are installed in the main cabin, but operators report that the maximum comfortable seating capacity is four people. The Premier I has plenty of baggage capacity, according to operators. The 54-cubic-foot external baggage compartment can hold 550 pounds of gear. Another 210 pounds of luggage can be stowed in the 23-cubic-foot compartment in the aft lav compartment. The Premier I's cruise speeds enable it to fly 600-nm missions in 1+30 and 700-nm missions in less than 1+45. Operators crow about being able to keep up with Learjets, Hawkers and other popular turbofan business aircraft, rather than being pushed to the side to make way for overtaking traffic. ``It climbs as fast as a CJ cruises,'' Stephen Basco, who flies RB-0034, noted happily. The Premier I's 0.80 MMO allows operators to fly as fast as 455 KTAS in the mid-30s and its 320 KIAS VMO enables them to fly arrival procedures with other high-performance aircraft. Operators also said that the Premier I offers passengers a smooth ride in rough air. This is a byproduct of its 55.6 pounds/square foot wing loading, which is relatively high by entry-level jet standards. Some operators also said they like the aircraft's short field performance that enables them to operate from runways less than 4,000 feet long. However, many also said that 5,000 feet was the minimum runway length they'd accept in the rain. The Premier I doesn't have thrust reversers or attenuators. Many folks praised the Premier I's ergonomics, in large part because it was the first aircraft to be fitted with a fully integrated Pro Line 21 avionics package, including large-format displays, digital Pro Line 21 radios and twin, pedestal mounted CDUs that control both radio tuning and FMS functions. They also said the aircraft has straightforward systems and easy-to-reach controls mounted on a beveled panel below the instrument panel. The Premier I lives up to Beech Aircraft's high standards for stability and control characteristics, with light roll control forces made possible by its relatively small ailerons and powered spoilerons. Pilots told B/CA they enjoy hand-flying the aircraft. Maintenance accessibility is another of the Premier I's strong points. Operators also said that the Premier I has relatively low DOCs, but most didn't track them precisely. Folks went out of their way to praise Raytheon for its product support efforts, with some even naming specific tech reps. Janoscrat, Bud Freeman, Warren Holmstrom and Greg Graber, among others, were lauded by operators for their proactive efforts. Taking a lesson from Gulfstream, Raytheon created a secure Web site at which operators can share experiences, track spare parts shipments and learn of the latest product support efforts to rectify problems as soon as they're discovered. ``I give Raytheon's product support a big, fat `A','' Complo commented. Topping the list of the Premier I's five worst features is the aircraft's perceived range shortfall. Raytheon originally promised 1,500 nm with NBAA IFR reserves, but that assurance evaporated when the aircraft gained half a ton of empty weight during development. Raytheon increased the size of the wing to boost fuel capacity, but it was still stuck with FAR Part 23's 12,500-pound MTOW limit. At the time, no firm had pursued Part 23 Commuter Category certification for a light jet, an exemption that would have enabled the Premier I's MTOW to exceed the 12,500-pound weight limit. With a maximum range of 1,500 nm, Premier I operators would have been able to fly U.S. transcontinental missions with one fuel stop in either direction. Reliability woes were a close second in operators' lists of gripes, especially because numerous upgrades and service bulletins kept the aircraft down in the shop for several days, if not weeks. ``There's been a lot of annoying little new airplane stuff,'' said Eric Giese, who owns and flies RB-0043. ``It's just been in the shop too damned much, eight or nine weeks since June,'' reported Ken Kelley, whose firm owns and operates RB-0039. But several operators quickly added that Raytheon has been proactive in addressing such problems by developing upgrade solutions. ``Raytheon has done a super job, they've been all over the aircraft. But I'm sure glad there's a five-year warranty. I've replaced three display screens, four TCAS boxes, two IAPS [integrated avionics processing system] boxes and a couple of CDUs,'' said Bill Lanfri, who has owned and flown RB-0030 since March 2002. Reliability seems to be improving after upgrades have been completed and with later serial number aircraft. ``Sure, there were initial growing pains and lots of service bulletins and modifications, but after our first 400-hour inspection we've not had one problem,'' Tom Dennison explained. Initially parts availability was a big problem for some early serial number operators. While most operators awarded Raytheon A or A+ grades for parts support, some folks groused about being grounded for extended periods while awaiting AOG parts deliveries. Parts supply appears to have improved substantially in the last 12 months based upon operators' comments. Engine oil drips are a nuisance. The positioning of the oil breather in the fan bypass duct and the close proximity of the engine cowl trailing edge to the exhaust nozzle apparently cause the problem. Oil vapors swirl around the end of the exhaust nozzle back into the cowl where they condense and drip down after engine shutdown. Raytheon is developing a modification to remedy the problem, according to Graber. Fit and finish on early aircraft also was troublesome for many. Raytheon, in response, instituted a number of quality-control improvements that resulted in tighter tolerances for the cabin door, better quality of interior furnishings and more solid mounting of cabin accessories. B/CA also received reports of problems with the automated lift dump system now remedied by incorporation of SB-27-3608, electrical system malfunctions now fixed with SB-24-3544 and SB-24-3606, and wheel brake and anti-skid modulation difficulties (service kit TBA), as well as excessive main landing gear negative camber that causes tire wear (new MLG actu- ator soon to be available) and excessive thrust lost with wing bleed air anti-ice in operation (DEEC software change under development). Most of the aircraft's well-known noise and vibration problems have been tamed with SB-25-3582, a 33-pound package that includes harmonic vibration dampers, hydraulic system isolators, improved engine mounts and cowl-to-pylon isolation. All such service bulletins are, or will be, available at no cost to operators at Raytheon service centers, except for shop fringe rate charges. And finally, operators told B/CA they wanted a streamlined, quick-turnaround, through-flight checklist that would enable them to skip many of the burdensome ``first flight of the day'' taxi/pre-takeoff checklist items. Many of the Premier I's automated systems, such as the computer controlled, roll control spoilerons have extensive BIT checks that must be performed before each takeoff. Raytheon officials said a quick-turn checklist is under review, but they gave no timetable for certification and release. Premier I Report Card and Overall Operator Satisfaction Glance, please, at the accompanying Beechcraft Premier I Report Card. The grade point average from operators contacted by B/CA actually tells only part of the story. The accompanying remarks explain why folks awarded certain grades in specific categories, but neither the grades nor the remarks tell of trends. Notably, Raytheon has service bulletins available now or in the works that remedy almost every operator gripe. Other operator comments are revealing. ``Raytheon has done its absolute best to rectify these problems,'' said Basco, who flies RB-0034. ``I think they're really headed in the right direction. Technical support has been phenomenal. It's just a fine airplane and they're getting it all cleaned up,'' said Steve Nevakovich, a former TWA B-747 captain who flies RB-0028. ``In toto, everybody in the [Raytheon] company has been fantastic,'' said Dennison. ``I give them straight A+ grades across the board.'' But some operators said they'd recommend caution to anyone's buying a Premier I prior to s.n. 100. They say the type just needs time to mature into a reliable business transportation tool. On the other hand, there are operators who eagerly await a Premier II, an aircraft not yet announced by Raytheon. These folks opined the Premier II would have more wing, more fuel and more cabin length for six passengers. It would have trailing link landing gear, 3,000-pound-thrust-class engines with thrust reversers and at least 1,500-nm range at high-speed cruise. They'd pay another $1.5 million for such an aircraft. ``I'll sign up today,'' said Radley, who owns and operates RB-0025. Comments such as those bode well not only for the future of the Premier program, but also for the potential sales success of the $19 million Hawker Horizon, an aircraft on which the company will depend heavily for its long-term success.