Brussels Airport signs up to quality rating tool

Brussels has become the first European airport to sign up to TIACA’s Cargo Service Quality (CSQ) tool which allows forwarders to rate handlers via a comprehensive questionnaire developed by a TIACA taskforce.

The online rating tool covers every aspect of air cargo processing, including physical and document handling, technology, facilities, regulators and general airport infrastructure.

 “Through CSQ, the forwarder opinion counts,” said David Bellon, airfreight product station director, DHL Global Forwarding (Belgium), and vice chairman of Air Cargo Belgium.

“It is the voice of the customer and potentially a platform for discussion, which enhances the engagement of all stakeholders in the air cargo supply chain in Brussels to further improve, set standards, and be an example of the cargo community of the future.”

TIACA’s CSQ launched last month after a successful pilot scheme involving 179 freight forwarders and 18 cargo terminal operators around the world

They include India’s Delhi Indira Gandhi International Airport, AAICLAS Chennai Cargo Terminal, Indonesia’s PT Jasa Angkasa Semestra, Hong Kong’s Asia Airfreight Terminal and Singapore Airport Terminal Services (SATS).

Following completion of the pilot, Kenya Airports Authority pledged to fully adopt CSQ by mid-2019 at all airports across Kenya, which will be the first nationwide implementation of the assessment tool.

“Besides creating transparency at handler level, you can also look at cross handling, and therefore airport processes, and identify what is good and where work needs to be done,” said Steven Polmans, head of cargo and logistics, Brussels Airport and vice chairman of TIACA.

“It strengthens relations between an airport and the forwarder community and is a tool enabling all partners to improve the processes at an airport. It is not just about an evaluation or judgement, but creating transparency for further improvement.”