TIACA pilots online Cargo Service Quality tool

Written by: Felicity Stredder |
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On April 27, TIACA launched a trial of its new online Cargo Service Quality (CSQ) tool, which will enable forwarders to rate and review the service they receive at participating hubs.

The tool incorporates a four-step process: benchmarking, assessment, improvement and excellence. Cargo terminals registered to take part in the pilot will be rated by forwarders on various factors including process, technology, facilities, regulators, and general airport infrastructure, amongst other variables.

So far, fifteen cargo terminals at airports are registered to trial the new tool. Among the first were India’s Delhi Indira Gandhi International Airport, Indonesia’s PT Jasa Angkasa Semestra, Hong Kong’s Asia Airfreight Terminal, and Singapore Airport Terminal Services.

The tool will benefit not only the shipper but every player in the air cargo supply chain, said Sanjiv Edward, Chief Commercial Officer, Delhi International Airport, who is also leading the CSQ initiative.

“This initiative encourages collaboration between all the stakeholders and integrates the quality of service delivery throughout the entire global air cargo chain. It will be very useful in understanding the requirements, expectations and areas of improvements identified by customers,” Edwards said. “It will also provide an excellent opportunity for cargo terminals to demonstrate to their customers the level of cargo service quality they deliver.”

Other airports taking part in the pilot include India’s Chennai International Airport, Rajiv Gandhi International Airport, and Netaji Subhas Chandra Bose International Airport (Kolkata), with more airports around the world expected to join in the coming months.

The commercial launch of the tool is scheduled for June 2018.


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