Dec 11, 2018: By adopting TIACA’s new cargo service quality (CSQ) tool nationwide, Kenya is set to become the first country in the world to improving standards at all airports across the country.

Kenya Airports Authority (KAA) is aiming to implement the online tool at all Kenyan cargo hubs by mid-2019, allowing forwarders to rate and review the service quality they receive at airports, which can then in turn use the data to drive up performance.

“When the TIACA system is fully adopted by mid-2019, we will be able to provide visibility and transparency to customers and improve relationships with service providers by creating service quality benchmarks. The tool will also allow us to make business decisions based on cost considerations with less emphasis on quality of services letting us improve our products and services across the board,” said Evans Michoma, commercial manager - cargo, KAA.

The online tool is the brainchild of TIACA board members who came together last year in an effort to set new global benchmarking standards for the worldwide airfreight industry to adopt, and in turn enhance quality across the chain.

Airports that took part in the pilot scheme over the summer, included Indira Gandhi International Airport, Delhi, India; AAICLAS Chennai Cargo Terminal, India; Indonesia’s PT Jasa Angkasa Semestra; Hong Kong’s Asia Airfreight Terminal; and Singapore Airport Terminal Services (SATS) Ltd, amongst others.

“TIACA ran a successful pilot of CSQ tool over the summer which involved a total of 179 forwarders and 18 airports, and the feedback has been overwhelmingly positive. We have now moved towards full global implementation of this project, which will eventually be expanded to incorporate all segments of the air cargo supply chain,” said Sanjiv Edward, CCO, Delhi Airport and TIACA board member.

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