IAG Cargo has introduced a customer service team dedicated to its Critical emergency solutions product for high priority airfreight.
The cargo arm of British Airways, Iberia and Aer lingus has established a Critical Service Centre that will be manned by a dedicated team of emergency solution experts who will monitor, advise and action the entire shipment journey.
The team will be based at the carrier’s London Heathrow hub and will operate daily between 0600–2200hours, with the potential to extend to a 24 hour service in line with customer demand.
IAG Cargo said that the new team has a "broad base" of expertise spanning operational, reservations and sales.
The experts will deal with all customer service matters relating to the Critical product. This includes last minute and out-of-hours bookings, service enquiries and customer advice to track and resolve potential issues so that all shipments fly as planned.
Daniel Johnson, manager, global products for IAG Cargo, said: “As our highest priority, must-fly product, we understand that customers using Critical often require a more personal service and additional support.
"This new team will play an important role in ensuring that we deliver that outstanding service for our important Critical customers at every touchpoint.”
Launching in September 2016, the Critical product recorded 3,000 bookings in 2017 and almost 2,500 in the first six months of 2018. Constant Climate Critical launched in July 2017 and has proven popular across a wide number of trade lanes.
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