Bermuda Aircraft Registry: ‘Huge emphasis on the customer’


“We put a huge emphasis on putting the customer at the centre of everything we do,” said Thomas Dunstan, director general, Bermuda Aircraft Registry. Over the past year, the registry has been making efforts to improve its customer experience in light of Covid-19.

In March 2020, the Bermuda Civil Aviation Authority, the registry’s parent, underwent an internal review, including both pricing and procedures. In addition, new staff hires in business development and other departments and an upgraded website have contributed to the efforts to improve the customer journey. On top of that, the Bermuda Aircraft Registry reduced its Certificate of Airworthiness (CofA) fees for corporate and general aviation aircraft, providing savings of approximately 40%.

The European head office, located at Farnborough Airport, UK has a team of four airworthiness inspectors who manage the European, Middle Eastern, Asian and African regions with assistance from other designated airworthiness inspectors based all over mainland Europe and Asia.

Dunstan added: “Farnborough Airport provides the opportunity to grow in the European market and also allows for excellent response times to clients in Europe, the Middle East, Africa and Asia. The airport terminal provides the added benefit of short notice aircraft inspections and Certificates of Airworthiness issued during a turnaround or layover.

“Bermuda has always been an attractive option but we are always looking at ways to enhance the customer experience by continuously making improvements to be more flexible and responsive.”