Providing improved service is all about understanding customer needs, which is what has motivated the International Air Transport Association (Iata) to conduct its third Global Shipper’s Survey.
The first was launched in 2015 and asked shippers for their perception, experience and expectation when using air to transport goods.
One of the complaints was that there was not enough visibility and transparency when something happened to their shipment - and in 2016 Iata launched its Interactive Cargo project to “make cargo talk”.
Shippers also complained about old-fashioned and paper-based processes – which led Iata in 2018 to launch the ONE Record project to embrace smart data sharing principles.
“These are just two examples of what Iata and its member airlines do with the results,” a spokesman said.
“The pace of innovation, technological developments, social and economical changes means that ideas and projects that were top priorities three or five years ago might not be relevant anymore. It means that Iata and the air cargo industry need to be able to adapt quickly to ever-changing needs and make rapid decisions to start, continue or stop activities.”
In this third survey, Iata has for the first time added e-commerce specific questions to understand the impact of this mega-trend.
