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TIACA has developed a new online Cargo Service Quality (CSQ) tool to help improve visibility and facilitate global standards across the air cargo supply chain. This is also a step towards providing shippers with the ability to view the quality of service delivered by players in air cargo supply chain.

The online tool was launched worldwide in 2019 as part of a campaign by TIACA to set global benchmarking standards for the airfreight industry to adopt, and in turn enhance quality across the chain.

Oman Aviation Services, SATS Ltd at Singapore’s Changi Airport, and Asia Airfreight in Hong Kong made up some of the first Cargo Terminal Operators (CTO)s to enlist in the program, which aims to improve visibility and facilitate new air cargo global standards.

The CSQ pilot scheme that took place last year involved 179 freight forwarders and 18 cargo terminal operators around the world, including India’s Delhi Indira Gandhi International Airport and AAICLAS Chennai Cargo Terminal, Brussels Airport in Belgium, 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 the country, which will be the first nationwide implementation of the assessment tool.

 In order to raise cargo service standards, the tool is made up of four parts: Benchmarking, Assessment, Improvement, and Excellence.

 The tool allows participating cargo terminals to provide ratings on several factors including process, technology, facilities, regulators, and general airport infrastructure, amongst other variables.

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

To find out more about TIACA’s Cargo Service Quality tool, contact TIACA’s Secretariat at