Etihad Cargo cuts the clicks with revamped website

Etihad Cargo has revamped the etihadcargo.com portal, cutting the time to complete a booking from more than two minutes to less than 45 seconds, equating to only 12 clicks, compared with 23 before.

The new-look customer-centric platform also includes streamlined flows, a personalised dashboard, recommendations, and dynamic pricing.

Following customer feedback, the site also now incorporates a new dynamic map of the carrier’s global network which provides detailed information on Etihad Cargo teams and its global network outstation capabilities.

New features such as requesting shipping quotes, booking ad-hoc prices which have been negotiated offline and booking shipments based on arrival timelines have been introduced to streamline the user experience.

Customers can also create and manage booking templates based on previous purchases.

“With a fresh look and feel incorporating key features requested by customers, the site’s entire user experience has been enriched to provide improved response time and functionality across customers’ booking journeys,” explained Martin Drew, SVP Sales and Cargo at Etihad Aviation Group.

Etihad Cargo’s ongoing digital investment follows soaring online trade. The carrier registered 60% growth over the past year and currently received 42.4% of its booking online through its own portal and aggregators.

“The digital portfolio investment builds on the success of Etihad’s Cargo’s iCargo platform and underlines the commitment to become a leading digitised air cargo carrier that constantly innovates to sharpen the overall customer service value proposition,” Drew added.

The new Etihad Cargo platform represents a larger company-wide initiative to expand its digital portfolio to streamlining services for its customers.

The initiative, which began in March 2020, saw the successful launch of a mobile app that enables anywhere, any-time tracking and real-time, on-the-go access to information including flight status.