TIACA pilots new online Cargo Service Quality tool for terminals and airports

TIACA pilots new online Cargo Service Quality tool for terminals and airports

Delhi Indira Gandhi International Airport, Asia Airfreight Terminal, and Singapore Airport Terminal Services (SATS) are amongst the first hubs to back the scheme

Miami, Florida, USA, Friday, 27th April 2018 – 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.

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.

“We are excited with the developments made in creating this tool which will benefit the shipper and 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 through this assessment tool.

“It will also provide an excellent opportunity for cargo terminals to demonstrate to their customers the level of cargo service quality they deliver.”

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 CSQ tool will benefit the worldwide air cargo community by improving visibility and facilitating global standards, and TIACA is pleased to be at the forefront of such an exciting development,” said Steven Polmans, TIACA Vice Chair and Head of Cargo and Logistics at Brussels Airport Company, who backed the scheme.

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.

“With the launch of the pilot phase of our newest project, we look forward to facilitating process change that benefits all the airport stakeholders,” said Amar More, Director, Kale Logistics.

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.

A full list of participating airports to date is below.

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 18thOctober 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.

To register for the event or for more information, visit www.aircargoforum.org, and for more information on exhibiting or sponsoring, contact Warren Jones, TIACA Executive Director, at wjones@tiaca.org or +1 (786) 265 7011, or visit tiaca.org.


Steven Polmans, TIACA Vice Chair and Head of Cargo and Logistics at Brussels Airport Company, who backed the scheme
Amar More, Director, Kale Logistics

A full list of the airports participating in the Cargo Service Quality pilot, below:

  • SATS Airport Services Pte Ltd (SATS), Singapore
  • Asia Airfreight Terminal (AAT), Hong Kong
  • PT Jas Angkasa Semesta (PT JAS), Indonesia
  • Beijing Aviation Ground Services CO Ltd (BGS), China
  • Hyderabad Menzies Air Cargo Pvt. Ltd., Hyderabad, India
  • Celebi Delhi Cargo Terminal Management India Private Limited Delhi, India
  • Delhi Cargo Service Centre, Delhi, India
  • Air Cargo Centre, Cochin International Airport, Cochin, India
  • Menzies Aviation Bobba (B’lore) Pvt Ltd, Bangalore, India
  • Air India SATS Airport Services Pvt. Ltd (AI SATS), Bangalore, India
  • Chennai International Airport, Chennai, India
  • Netaji Subhash Chandra Bose International Airport Cargo Terminal, Kolkata, India
  • Coimbatore International Airport Cargo Terminal, Coimbatore, India
  • Madurai International Airport Cargo Terminal, Madurai, India
  • GSEC Ahmedabad Cargo Terminal, Ahmedabad, India


The International Air Cargo Association (TIACA) represents, supports, informs, and connects every element of the global air freight supply chain.

TIACA lobbies governments and regulators, provides valuable networking opportunities, organizes and hosts leading industry events, and gives guidance, advice, and specialist career development training for members.

We champion every size of business and help shape the policy which affects all our members, providing a unifying voice for the industry, working for global standards, and raising the profile of air cargo.

TIACA is a not-for-profit trade association representing aircraft manufacturers, airports, all-cargo airlines, combination carriers, consultants, Customs brokers, educational institutions, equipment manufacturers, general sales agents, ground handlers, freight forwarders, integrators, IT systems providers, logistics companies, road carriers, shippers and screening technology developers.

TIACA’s Air Cargo Forum is a biennial event bringing together thousands of airfreight decision makers and supply chain operators from across the globe.

The 2018 event will take place in Toronto, Canada from 16th to 18th October and is co-located with the Canadian International Freight Forwarders Association (CIFFA) 70th anniversary conference, and the inaugural Multimodal Americas show.

Visit www.tiaca.org and www.aircargoforum.org

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