Pratt & Whitney Canada Customer First Centre Drives Return-to-Service Times Down After First Year

GENEVA, SWITZERLAND, May 20 (MARKET WIRE) --
Pratt & Whitney Canada's Customer First Centre, which celebrates its
first year of operation, is building on its rapid-response reputation by
significantly improving return-to-service time. Pratt & Whitney Canada
(P&WC) is a United Technologies (NYSE: UTX) company.

The improved performance has been made possible by a "total event
management" approach, where the 24-7 centre takes full ownership and
closely tracks each request until an aircraft is back in the air or every
question is answered. Also key is the support of P&WC's extensive mobile
repair team (MRT) network strategically located around the world, which
works closely with the Customer First Centre to resolve customer issues
on wing. The result is an enhanced level of front-line support that is
unmatched for speed and efficiency.

"Since we launched the centre a year ago, it has evolved into a
best-in-class service, regarded by many customers as an industry
benchmark," said Maria Della Posta, vice president, Customer Support,
P&WC. "That doesn't mean we rest on our laurels. We continue to listen
closely to our customers, incorporating their feedback to build on the
centre's strengths and drive toward our goal of providing ever more
proactive support that surpasses their expectations."

The new Customer First Centre brings together in one team the best
expertise from across key P&WC front-line services. This includes
technical support, logistics, service engineering, engine maintenance
programs and warranty.

The centre's core team has already been doubled, and specialized
resources, such as dedicated service engineering, have been added.
Multilingual capabilities have become part of the Customer First profile
in addition to French and English. A third-party logistics provider has
also been co-located on site to further accelerate the centre's services.

In addition, the Customer First Centre staff offers comprehensive
expertise to customers. With hundreds of customer queries a day, ranging
from information on warranty programs and engine rentals to queries
requiring technical expertise, the expert team provides an overall
customer support experience that is outstanding in terms of dependability
and efficiency.

The Customer First Centre is complemented by the expansion of P&WC's
parts distribution network, including the opening of new centres in
Amsterdam and Singapore to increase availability and expedite parts to
customers in those regions.

P&WC's global customer support also comprises over 30 P&WC-owned and
designated service facilities, field representatives worldwide, mobile
repair teams available around the clock, the largest pool of P&WC rental
and exchange engines in the industry, and advanced diagnostic
capabilities.

Pratt & Whitney Canada, based in Longueuil, Quebec, is a world leader in
the design, manufacture and service of aircraft engines powering
business, general aviation and regional aircraft and helicopters. The
company also manufactures auxiliary power units and industrial gas
turbines. United Technologies, based in Hartford, Conn., USA, is a
diversified company providing high technology products and services to
the global aerospace and building industries.

Contacts:
Pratt & Whitney Canada
Jean-Daniel Hamelin
General and Trade Press
450-647-7391
jean-daniel.hamelin@pwc.ca
www.pwc.ca

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