Peter Conway interviews...
ALWYN RAUTENBACH
The ground handler is often the main point of contact between an airline and its cargo customer. An efficient and professional handler, says Alwyn Rautenbach, the head of South Africa’s Airlink Cargo, can actually boost an airline’s sales, writes Peter Conway
WHAT is your customer’s view of your business and what is that view based on? Chances are they do not care about your corporate mission statement or the quality of your marketing, but base their view on the members of your staff they come into contact with every day. If you are an airline, those staff members are unlikely to even be your own employees, but those of your ground handler.
In view of this, as Alwyn Rautenbach, chief executive officer (CEO) of South African handler Airlink Cargo, points out, it is short-sighted of carriers...continued
