Customer Service

• Export Bookings Processed – Telephone bookings are received and confirmed.
• Import Tracing Provided – Inquiries relating to incoming cargo that the Terminal Operator is unable to assist with are processed through the creation of a trace file.
• Pro-active Cargo Uplift / Off Load – Confirmation to customers is given regarding all uplift.
• Pro-active Cargo Arrival Notification – Inbound customers are notified of consigned cargo on each flight prior to arrival.
• Telephone Inquiries Resolved – Can include but not limited to, cargo acceptance areas, paperwork processing, claim resolutions, transit times and method of payments.
• Special News Broadcasting – Any out of the ordinary event such as Head office visitors, special flights or rates and alternations are communicated to customers through fax broadcasting, email or telephone canvassing.
• Air Waybill Dispatch / Reconciliation – Exact procedures are followed to ensure accurate records are maintained. In-house tracking system.
• Special Commodity Quotes – General inquiries relating to Personal effects, excess luggage, human remains and pets are handled by telephone staff.
• Rate Sheet Dispatch – Any changes to the current rates or special promotions are dispatched.
• Dedicated Staff – Specific people will ensure our customer service standards. They will be dressed and trained accordingly as per requirements.
• Special Services – These include such things as diplomatic mail and Security transport.