Gary Chapman, president, dnata, answers:
"THE airlines have their own challenges in terms of making reasonable returns and that’s going to filter all the way down through to all the service providers. From my perspective, it is a challenge to differentiate one’s self, based on quality and on standards of service. Ground handlers also have to get a reasonable return to invest in people, new equipment etc. I think what’s happened in the airline industry is the procurement departments have become much stronger in the relationship with the service providers. Procurement departments now play a much stronger role in the function of appointing ground handlers."
