Cool Chain

IAG Cargo invests in new Critical Service Centre for must-fly product

IAG Cargo has introduced a new customer service team dedicated to the cargo operator’s highest priority Critical product.

Critical is designed for the emergency solutions industry and will now benefit from its own Critical Service Centre that will be manned by dedicated experts who monitor, advise and action the entire shipment journey.

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.

The team will be based at the carrier’s London Heathrow Airport hub and will operate between 06:00h – 22:00h (local time) every day, with the potential to extend to a 24-hour service in line with customer demand.

IAG Cargo manager of global products, Daniel Johnson (pictured) 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.”

Since its launch in September 2016 the Critical product has proven popular with forwarders and shippers, amassing 3000 bookings in 2017 and almost 2500 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.

IAG Cargo is the freight arm of British Airways, Iberia, Aer Lingus, Vueling, and Level, which are all part of the International Airlines Group (IAG).