TIACA has launched a pilot of its new online Cargo Service Quality (CSQ) tool, allowing forwarders to rate and review the service quality they receive at participating hubs.


L to R: Rvind Kavuru, Prospecta Technologies; Vladimir Zubkov, TIACA; Denis Choumert, European Shippers’ Council; Amar More, Kale Logistics Solutions; Sanjiv Edward, Delhi International Airport; Steven Polmans, Brussels Airport Company, and Cheemeng Wong, SATS Ltd.



Fifteen cargo terminals at airports including India’s Delhi Indira Gandhi International Airport, Indonesia’s PT Jasa Angkasa Semestra, Hong Kong’s Asia Airfreight Terminal, and Singapore Airport Terminal Services (SATS) Ltd are amongst the first to trial the new scheme.

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 tool incorporates a four-step process: Benchmarking, Assessment, Improvement, and Excellence — as a way of raising the cargo service standards.

Cargo terminals registered to take part in the pilot will be rated by forwarders on several factors including process, technology, facilities, regulators, and general airport infrastructure, amongst other variables.

The initiative aims to provide airports and cargo terminals with the business insight to optimize their investments and identify areas where processes and service delivery can be improved.

Participating terminals will also be able to access global performance data and establish relevant benchmark parameters based on, for example, their region and capacity.

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

TIACA’s Air Cargo Forum 2018 includes a panel exploring the new CSQ tool and will take place at the Metro Toronto Convention Centre in Toronto, Canada from 16th to 18th October 2018.

Other panels at the three-day event include sessions exploring the impact of Blockchain and Big Data on air cargo, the blurred line between logistics and technology services, and air cargo’s value proposition.

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