QUALITY AND BEST PRACTICE IN AIR LOGISTICS OPERATIONS Pharma & BioSciences Forwarding interview: Conference report C.H. Robinson Aligning expectations Stability in a volatile of shippers and air cargo environment Paperless progress North America takes e-AWB lead TOP CARGO AIRPORTS REPORT Rankings and performance in 2014 and 2015 Air Cargo Handling Conference report Heathrow 2.0 Setting clear objectives for the sector Top UK airport gets serious about cargo :,17(5WWW.CAASINT.COM Presenting QR Equine. Red carpet treatment for our equine guests. Exquisite creatures deserve exceptional care. With QR Equine, we offer professional care and five-star service to horses. Like a 4,200 square metre live animal facility at the state-of- the-art terminal at Hamad International Airport, 24/7 animal health care services and a dedicated team to look after their every need. Our spacious horse stalls offer the highest level of safety and comfort to our equine guests throughout the journey. We deliver to the world. qrcargo.com At Qatar Airways Cargo, equine transportation is taken to new heights. For bookings and enquiries, contact your local cargo office or email [email protected] 10357_QR Equine _A4_210x297.indd 1 11/2/15 9:29 AM QUALITY AND BEST PRACTICE IN AIR LOGISTICS OPERATIONS Pharma & BioSciences Forwarding interview: Conference report C.H. Robinson Aligning expectations Stability in a volatile PARVEEN RAJA of shippers and air cargo environment Paperless progress North America takes e-AWB lead Setting clear Publisher [email protected] TOP CARGO AIRPORTS REPORT Rankings and performance in 2014 and 2015 Air Cargo Handling Conference report Heathrow 2.0 Setting clear objectives for the sector Top UK airport gets serious about cargo :,17(5WWW.CAASINT.COM objectives MARTIN KINGWELL International Sales Director his issue of CAAS includes two conference reports, each pointing [email protected] towards a future air cargo handling sector characterised by greater professionalism and standardisation. In the report on NOVA ABBOTT T the Cool Chain Association (CCA)’s Pharma & BioSciences Sales Manager – Asia Conference, participants highlight the value of IATA’s CEIV [email protected] 3KDUPDFHUWLÀFDWLRQSURJUDPPHZKLFKLVEHLQJDGRSWHGE\PRUHDQGPRUH companies within the air logistics chain. This is a great credit to the sector and BHAVI ATUL WKRVHWKDWKDYHKHOSHGGHYHORSWKHFHUWLÀFDWLRQLQFOXGLQJRIFRXUVH,$7$ Conference Coordinator but also pioneers such as Brussels Airport and its cargo community. [email protected] And the CCA itself deserves credit, having highlighted the need EDITOR’S NOTE on various occasions, and most notably to IATA during the CCA’s SHOBHANA PATEL ‘Pharmaceuticals in the Cool Chain’ conference in 2013 and the Head of Finance associated Air Cargo Handling Conference. This demonstrates the fi [email protected] potential of these kinds of events and also of collaborative and persistent attempts to move the air cargo handling sector forwards. SHELDON PINK Creative Director That has always been one of the main aims of the annual Air Cargo [email protected] Handling Conference, and this year’s event in Bangkok attempted to establish clear milestones for taking various initiatives forward this year, CHARLOTTE WILLIS principally via COAG. While some may be frustrated with the rate of Circulation progress, the incorporation of COAG (to be renamed the ‘IATA Cargo [email protected] Handling Council’ or ICHC) within IATA’s Cargo Services Conference (CSC) aims to increase the speed in which standards and industry positions are SOHAIL AHMAD developed, endorsed, and implemented. The air cargo handling sector Online News should encourage and wherever possible support the work of COAG/ICHC, [email protected] whose progress will be examined again at next year’s ACH Conference. Progress with e-Freight has continued, and while e-AWB penetration is not expected to reach IATA’s global target of 45% on available lanes by Address changes and subscription the end of the year, it may get close to 40%, thanks in part to a push this orders to: [email protected] ISSN 2054-8958 year in markets such as the US (see North America Report, pages 4-10). And Cargo 2000 – also being lined up for a new name – has also EDITORIAL CONTRIBUTORS continued its slow evolution towards increasing relevance. It claims Harley Khan, John McCurry roughly half of the world’s air cargo volume is now managed, measured and controlled through Cargo 2000 processes and systems. But its work is still not universally known throughout the freight world, as highlighted PUBLISHED QUARTERLY BY in the interview (pages 44-48) with US forwarder C.H. Robinson’s head of EVA International Media Ltd global forwarding, Mike Short. Boswell Cottage, 19 South End And yet the importance of process and performance measurement Croydon, London, CR0 1BE, UK among freight forwarders continues to grow, as does the ability of Tel: + 44 (0) 20 8253 4000 a forwarding company’s IT systems to manage and integrate this Fax: + 44 (0)20 8603 7369 information and automate functions, where possible. Website: www.evaint.com Logistics investment analyst Stifel recently highlighted a uniform global PRINTED BY IT platform as the key biggest single differentiator between the ‘haves’ Headley Brothers and the ‘have nots’ among the global freight forwarding companies The Invicta Press, Lower Queens Road WKDW LW DQDO\VHV LQ WHUPV RI WKHLU SURÀWDELOLW\ DQG KHQFH SURVSHFWV IRU Ashford, Kent, TN24 8HH, UK investment purposes – yet another factor adding to the apparently inexorable pressure towards digitalisation. DISTRIBUTED BY Ultimately, pressure from forwarders and their customers Asendia will continue to drive this desire for data along the whole air logistics chain. And perhaps some of the visibility elements EVA INTERNATIONAL MEDIA LTD of initiatives such as CEIV Pharma can be repurposed to PUBLISHERS & EVENTS SPECIALISTS KHOSIXOÀOOWKHVHQHHGVQ Issue 11 © 2015 | www.caasint.com WILL WATERS | Editor Content may not be reproduced in any format without written permission from EVA International Media Ltd [email protected] & [email protected] :LQWHU CARGO AIRPORTS AIRLINE SERVICES 1 4 4 NORTH AMERICA REPORT: Paperless progress The US now leads the world in terms of e-AWB volumes, while the region’s carriers and cargo handlers in placing greater emphasis on customer relations, writes John McCurry 10 COOL-CHAIN REPORT: CCA Pharma & BioSciences Conference Healthcare shippers and logistics providers are making progress in aligning their expectations and priorities 16 AIRPORT FOCUS: Heathrow Alongside a £180m plan to improve throughput times, processes, and facilities, cargo manager Nick Platts has a mandate to lead the airport’s cargo community 24 AIRPORT ANALYSIS: Top cargo airports report Rankings and performance in 2014 and 2015, in partnership with ACI 36 CONFERENCE REPORT: Air Cargo Handling 2015 Speakers and facilitators discuss and set some clear objectives for the sector, as COAG’s role within IATA becomes formalised 44 FORWARDING INTERVIEW: C.H. Robinson In a volatile and consolidating logistics landscape, the US fi rm is expanding vertically as well as geographically, says global forwarding president Mike Short 2 CARGO AIRPORTS AIRLINE SERVICES :LQWHU SWISSPORT CARGO PORTAL YOUR PRECIOUS GOODS IN SAFE HANDS For more information: contact your local Swissport Cargo sales team or go to the App Store. NORTH AMERICA REGIONAL REPORT: REGIONAL REPORT: Carriers and cargo s the air cargo sector con- improvements worldwide. The whole team is fo- WLQXHV WR QDYLJDWH D GLIÀFXOW cused around one goal: quality, quality, quality.” handlers in North business landscape, carriers And American Airlines Cargo, coming out America are placing A and cargo handlers in North of the integration process with US Airways, is $PHULFD KDYH PDGH VLJQLÀ focusing on partnerships and cultivating cus- greater emphasis on cant progress with e-Freight – with the US now tomer loyalty, as well as seeking to make busi- the world leader in terms of e-AWBs by volume ness easy to do through all of its “engagement customer relations and – and have also been placing greater emphasis points”, says David Vance, cargo vice president. paperless processes in on customer relations. Carriers say the indus- “A customer experience team was established try has learned it must listen to its customers’ during integration, as well, to focus on improv- ZKDWUHPDLQVDGLIÀFXOW needs and ensure they are being met, and so ing the experience for every functional group companies are developing new ways to deliver in cargo working or speaking with customers. business environment, on promises. They’ll continuing to deliver improvements in writes John McCurry Jan Krems, president of United Cargo, says our service performance by adding a focus his team is focused on measureable improve- on being more consistent in policies and pro- ments in key metrics that impact customer sat- cedures across the system and continuously isfaction, including keeping the commitments looking for ways to better our operation.” PDGHWRWKHFXVWRPHUWRÁ\WKHLUVKLSPHQWVDV Across the border, Air Canada has also been planned – and have them available at destina- ramping up its customer service programme. tion on time and as promised. Lise-Marie Turpin, the airline’s cargo vice presi- “We’re very pleased in the improvements dent for the past seven years, says the carrier we’ve made in our worldwide quality and ef- is focusing on examining processes from a cus- ÀFLHQF\ ZKLFK DUH EDFNHG XS E\ RXU LQWHUQDO tomer’s point of view and trying to understand measurements, IATA’s Cargo 2000 (C2K) sta- what the “pain points” have been. tistics, and other industry data – and, most “We are seeing some results from listening importantly, feedback from our customers,” to a snapshot of what the customers were Krems says. “United Cargo is making use of telling us a year ago,” Turpin says. “We are new technology to measure our operations in now conducting those same visits and we Turpin: Examining ‘pain points’ for customers more ways, and we’re using the knowledge have made inroads and provided customers and insight we gain from this data to generate with better service.