Air Cargo Customer Experience Report

The 2019 Air Cargo Customer Experience Report is your go-to resource for invaluable insight into services received by airline and airport customers, positioning you for success in an unpredictable market.

The report is based on Cargo Facts Consulting’s analysis of the results of the 2019 Air Cargo Excellence survey conducted by our affiliated publication, Air Cargo World. Approximately 1,900 respondents – mainly freight forwarders and airline executives – provided their assessment of the performance of each of their top three airlines and airports.

The report is supplemented by a spreadsheet, which allows you to run your own queries for airlines on 13 and airports on 14 different measures of performance and experience.

In addition to the qualitative assessment of their airlines, freight forwarders provided quantitative information on the kind of service they are currently receiving with regard to advance booking, cut off and recovery times, notification of exceptions and how long they need to wait for compensation when things do not go as planned.

The report then further analyzes how customers perceive the service they receive from their airports and airlines and what they would like to see improved. Some of the results are surprising: even though the level of service customers receive is anything but “premium” most are generally satisfied with what they get. It appears that customers take low levels of service for granted!

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Take a look below to see how users may navigate through the Tool and forecast a highly customized report: