As the air cargo industry navigates an increasingly difficult business landscape, carriers are placing greater emphasis on customer relations as a means to improve quality. The industry has learned it must listen to its customers’ needs, and is developing new ways to deliver on promises.
John McCurry, an Atlanta, Ga.-based writer specializing in logistics and manufacturing, writes in the March Food Logistics that chippers of temperature-controlled air cargo see measurable improvements in reliability, visibility and cold chain support.
American Airlines, coming out of the integration process with US Airways, is focusing on partnerships and cultivating customer loyalty. The airline seeks to make business easy to do through all of its engagement points.
“A customer experience team was established during integration, as well, to focus on improving the experience for every functional group in cargo working or speaking with customers,” says David Vance, vice president, cargo. “They’re continuing to deliver improvements in our service performance by adding a focus on being more consistent in policies and procedures across the system and continuously looking for ways to better our operation.”
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