TIACA’s online Cargo Service Quality (CSQ) rating tool covers every aspect of air cargo processing, including physical and document handling , technology, facilities, regulators, and general airport infrastructure, amongst other variables.

Performance assessment is undertaken by forwarders who rate handlers at the participating airport through a comprehensive questionnaire developed by a TIACA taskforce.

The data that the CSQ collects, provides airports and cargo terminals with business insight to help identify areas of improvement and guide investment decisions.

The tool was officially launched in early 2019 after a successful pilot scheme involving 179 freight forwarders and 18 cargo terminal operators around the world, including India’s Delhi Indira Gandhi International Airport, AAICLAS Chennai Cargo Terminal, Indonesia’s PT Jasa Angkasa Semestra, Hong Kong’s Asia Airfreight Terminal and Singapore Airport Terminal Services (SATS) Ltd, amongst others.

Following completion of the pilot, Kenya Airports Authority pledged to fully adopt CSQ by mid-2019 at all airports across Kenya, which will be the first nationwide implementation of the assessment tool.

Brussels became the first European airport to join the scheme in March 2019.

“Besides creating transparency at handler level, you can also look at cross handling, and therefore airport processes and identify what is good and where work needs to be done,” said Steven Polmans, Head of Cargo and Logistics Brussels Airport and Vice Chairman of TIACA.

“It strengthens relations between an airport and the forwarder community and is a tool enabling all partners to improve the processes at an airport. At the same time, the tool can also be used to have detailed discussions with handling companies and look for improvement in a constructive way.

“It is not just about an evaluation or judgement, but creating transparency for further improvement.

“Our industry needs this kind of global solutions and improvements and as a global industry representation, TIACA is perfectly placed to take the lead.”

For more information on the CSQ tool, email csq@tiaca.org